Disruptive Technology in Digital Public Service Provision-The Current Landscape

Digitalization of the processes of public service has been the focus of e-government research for more than decades, but how the provisioning process can be improved using new and disruptive technologies is something that has not been fully comprehended in the related research or practice. This is becoming highly relevant in the present since digital facilities are expanding across borders under the European single digital market initiative including the once-only principle (OOP) and single digital gateway regulation (SDGR). How disruptive technology can improve the quality of cross-border information transfer was a key task in the European Union-funded project Digital Europe for All. However, on the way forward to efficient and effective integration of these technologies into the cross-broader public service provision, a barrier was identified, namely, the lack of knowledge of such applications at local and national levels. This lack of clarity of how and in which ways successful disruptive technologies impact public service urges us to systematically review the status of the methods and applications in contemporary research. Hence this research instruments a systematic review of disruptive technologies in e-government. The results of the analysis of about 400 scientific articles screened through a predefined selection protocol using automatic text mining methods show the trends on topics (keywords) (1) policy development support systems (2) understanding model services systems, (3) smart governance systems citizens, (4) technology policy process develops and (5) health data social policy technology. After closer reading 21 articles that are directly relevant are selected for deeper analysis. The outcome of the literature study showed majority of selected studies are focused on discussions, application proposals, different assessment tools or framework definitions for deploying AI for public services.