Rethinking Digital Equity: A Narrative Review of Public Service Digitalization

Abstract

Digitalization is transforming the landscape of public service delivery across the globe. However, in developing countries, this transformation is marked by growing concerns over inequality in digital access. This study provides a comprehensive narrative review examining the impact of digitalization on access to public services in developing contexts. The objective is to identify the socio-economic, policy, and technological factors influencing digital inclusion and to assess the effectiveness of current strategies. Using literature sourced from Scopus, Google Scholar, and PubMed, the review synthesizes findings from peer-reviewed journal articles and institutional reports published over the last decade. Keywords such as "digital public services," "digital inequality," and "ICT in developing countries" guided the search. The analysis focuses on three core themes: social determinants, policy frameworks, and technological infrastructure. Findings reveal that education, income, and cultural norms play pivotal roles in shaping digital access. Policy success varies by region, with context-sensitive and inclusive strategies—like those in Rwanda, Kenya, and Indonesia—showing more positive outcomes. Conversely, weak institutional capacity, poor infrastructure, and digital illiteracy remain critical barriers. The discussion emphasizes the role of systemic factors, including organizational culture and inter-agency coordination, in either facilitating or obstructing inclusive digitalization. In conclusion, this review highlights the need for multistakeholder collaboration, targeted infrastructure investment, and integrated policy frameworks. Addressing these dimensions is essential for ensuring equitable access to digital public services and fulfilling the broader goals of inclusive governance and digital equity.