Digitalisation of Public Service Deliveries: A Bibliometric Analysis

Abstract

The study focuses on the development of publications and emerging research trends in “Digitalisation”, and “Public Services” ranging from 2010 to 2025. Using SALSA method, the publications narrowed down to analyse is 483. From the analysis, it is clearly evident that the number of publications in the topic are tremendously increasing every year over a decade. VOSviewer is used in bibliometric analysis of the co-occurrence network, which resulted in co-occurrence networks of 42 items divided into 9 clusters based on the author keywords each featured by a different colour. The considerable connection between Digitalisation of Public Service is observed with networks, visualisation and overlays. The bibliometric analysis helps in identifying research gap, gain knowledge about current trends, and help in future explorations. The study also sheds light on themes emerging in public services, their digitalisation processes including the mechanism, workflow in government and public sector organisations. Further implications derived from the analysis such as citizen satisfaction, transparency, accountability helps in enhancing service delivery.