E-Government Systems to Improve Citizen-to-Public Administration Communication: A Literature Review
Pedro Diniz, Luís Paulo Reis, Henrique Lopes Cardoso · Digital Government Research and Practice · 2025
Cities are growing worldwide, overloading public infrastructure and causing delays and inefficiencies. In this context, public services are increasingly transitioning online, facilitating citizen engagement and feedback. This digital transformation offers numerous advantages, including reduced response times, enhanced citizen satisfaction, and cost savings. The aim of this work is to conduct a comprehensive survey of e-government systems, emphasizing their role in improving communication between citizens and public administration, and to provide insights into trends, gaps, and best practices in this evolving field. This research emphasizes conversational technologies and adopts the Digital Governance framework, which examines how digital tools reshape public administration by improving services, transparency, participation, and efficiency. The review used a structured manual process via Excel, applying criteria to ensure transparent screening and categorization, enabling a focused and adaptable analysis. We found research in several countries indicating that it is a global research trend. The study examines various aspects of e-government systems, including their objectives, implementation level, communication interface, commercial development technology, evaluation method, and metrics utilized. Overall, this review provides valuable insights into the current landscape of e-government systems to improve citizen-to-public administration communication and identifies trends and gaps in this evolving field.