Conference Paper · March 023 citations reads 163 authors

EXPLORİNG THE IMPACT OF ICT ADOPTİON ON SERVİCE DELİVERY İN THE PUBLİC 
SECTOR: A SCİENTİFİC ANALYSİS 
Nurlan Soltanov
Deputy Director of the Department
 
Ministry of Finance Republic of Azerbaijan
 
Orcid id: 0009-0000-6148-7885
 
The rapid evolution of information and communication technology (ICT) has significantly impacted 
the public sector by improving service delivery, enhancing transparency, and increasing accountability. This 
paper presents a comprehensive analysis of the impact of ICT adoption on service delivery in the public sector. 
Through a systematic literature review, we identified key themes related to ICT adoption in the public sector, 
including e-governance, digitalization, and ICT-enabled service delivery. We conducted a meta-analysis of 
empirical studies on the impact of ICT adoption on service delivery, utilizing a quantitative research approach. 
Our findings suggest that ICT adoption has a significant positive impact on service delivery in the public 
sector, enhancing efficiency, effectiveness, and responsiveness. We also identified several challenges 
associated with ICT adoption, such as resource constraints, infrastructure limitations, and digital divide. We 
provide recommendations for policymakers and practitioners to mitigate these challenges and harness the 
potential of ICT adoption to improve service delivery in the public sector. 
Keywords: ICT, service delivery, public sector, e-governance, digitalization, meta-analysis, 
empirical studies.
 
Introduction 
The public sector plays a critical role in the provision of essential services to citizens, such as 
healthcare, education, and public safety. Service delivery in the public sector is influenced by various factors, 
including organizational structure, management practices, and technological capabilities. The increasing use 
of ICT in the public sector has significantly impacted service delivery, enabling governments to provide better 
services, enhance transparency, and increase accountability. Despite the potential benefits of ICT adoption in 
the public sector, there is limited research on its impact on service delivery [Heeks, 2006: p.304-305]. This 
paper presents a scientific analysis of the impact of ICT adoption on service delivery in the public sector, 
aiming to provide insights into the benefits and challenges of ICT adoption and inform policymakers and 
practitioners on how to leverage ICT for better service delivery. 
Literature Review: The literature review identified key themes related to ICT adoption in the public 
sector, including e-governance, digitalization, and ICT-enabled service delivery. E-governance refers to the 
use of ICT to enhance government-citizen interactions, improve transparency, and increase accountability. 
Digitalization involves the conversion of analog data into digital format, enabling more efficient storage, 
processing, and sharing of information. ICT-enabled service delivery refers to the use of ICT to improve 
service delivery in the public sector, such as through the use of online portals, mobile applications, and digital 
payment systems. The literature review also identified several benefits of ICT adoption in the public sector, 
such as enhanced efficiency, effectiveness, and responsiveness. However, the literature also highlighted 
several challenges associated with ICT adoption, such as resource constraints, infrastructure limitations, and 
digital divide [Fountain, 2001]. 
Methodology: We conducted a meta-analysis of empirical studies on the impact of ICT adoption on 
service delivery in the public sector. We searched electronic databases, including Google Scholar, 
ScienceDirect, and IEEE Xplore, using keywords related to ICT adoption, service delivery, and the public 
sector. We included studies published between 2010 and 2022, with a focus on empirical studies that measured 
the impact of ICT adoption on service delivery [Tolbert, Mossberger, 2006: p. 354-356]. We utilized a 

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