E-Government and Public Services
Abstract
Abstract
Digital transformation in public services has intensified concerns about digital inclusion, yet its measurement remains fragmented and often limited to access- and usage-based indicators. This study conducts a systematic literature review of 79 studies to examine how digital inclusion is conceptualized and measured in digital public services. The findings reveal a persistent dominance of infrastructure and skills- based metrics, despite a growing recognition of inclusion as a multidimensional, socio-technical construct. The study highlights a misalignment between what is measured and how inclusion is experienced in practice. The paper proposes a structured, multi-dimensional perspective for assessing digital inclusion, contributing to ongoing debates on equitable digital government and more inclusive public service design.
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@article{BELKASSMI2026Measuring,
title = {Measuring Digital Inclusion in Public Services: A Systematic Review of Methods and Metrics for Equitable Digital Government},
author = {Insaf OURRAOUI BELKASSMI and Amizan Omar and Vishanth Weerakkody},
journal = {Journal of the Association for Information Systems},
year = {2026},
url = {https://aisel.aisnet.org/amcis2026/conftheme/conftheme/15}
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