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A Systematic Literature Review of Empirical Research on the Impacts of e-Government: A Public Value Perspective
Public Administration Review  (IF5.257),  Pub Date : 2021-07-13, DOI: 10.1111/puar.13413
Don MacLean, Ryad Titah

While government organizations continue to invest in e-Government systems, there is still uncertainty as to the benefits that can be generated. Without clear expectations, it will be impossible for managers to measure and evaluate outcomes. This systematic literature review examines 60 empirical studies on the impacts of e-Government published in the leading public administration and information systems journals. The impacts are classified using public value theory, first, by the role for whom value is generated and, second, by the nature of the impact. The results show that the most commonly studied impacts are productivity for the taxpayers and clients, client satisfaction and service quality for clients, and improved trust and communications for citizens. There are many areas where limited research has been conducted. We maintain that there is a complex network of immediate and indirect impacts that must be considered by public managers in their analysis of potential investments.