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Complete

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.

Paper Number

1397

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Aug 15th, 12:00 AM

Measuring Digital Inclusion in Public Services: A Systematic Review of Methods and Metrics for Equitable Digital Government

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.