{"id":"https://openalex.org/W4414439513","doi":"https://doi.org/10.1145/3769114","title":"E-Government Systems to Improve Citizen-to-Public Administration Communication: A Literature Review","display_name":"E-Government Systems to Improve Citizen-to-Public Administration Communication: A Literature Review","publication_year":2025,"publication_date":"2025-09-23","ids":{"openalex":"https://openalex.org/W4414439513","doi":"https://doi.org/10.1145/3769114"},"language":"en","primary_location":{"id":"doi:10.1145/3769114","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3769114","pdf_url":null,"source":{"id":"https://openalex.org/S4210232200","display_name":"Digital Government Research and Practice","issn_l":"2639-0175","issn":["2639-0175","2691-199X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Digital Government: Research and Practice","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5039610572","display_name":"Pedro Diniz","orcid":"https://orcid.org/0000-0002-2577-2790"},"institutions":[{"id":"https://openalex.org/I182534213","display_name":"Universidade do Porto","ror":"https://ror.org/043pwc612","country_code":"PT","type":"education","lineage":["https://openalex.org/I182534213"]},{"id":"https://openalex.org/I4210164862","display_name":"Artificial Intelligence in Medicine (Canada)","ror":"https://ror.org/05p590m36","country_code":"CA","type":"company","lineage":["https://openalex.org/I4210164862"]}],"countries":["CA","PT"],"is_corresponding":false,"raw_author_name":"Pedro Henrique Diniz","raw_affiliation_strings":["Artificial Intelligence and Computer Science Laboratory (LIACC), University of Porto","Artificial Intelligence and Computer Science Laboratory (LIACC), University of Porto, Porto, Portugal"],"raw_orcid":"https://orcid.org/0000-0002-2577-2790","affiliations":[{"raw_affiliation_string":"Artificial Intelligence and Computer Science Laboratory (LIACC), University of Porto","institution_ids":["https://openalex.org/I4210164862"]},{"raw_affiliation_string":"Artificial Intelligence and Computer Science Laboratory (LIACC), University of Porto, Porto, Portugal","institution_ids":["https://openalex.org/I182534213"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5089812166","display_name":"Lu\u00eds Paulo Reis","orcid":"https://orcid.org/0000-0002-4709-1718"},"institutions":[{"id":"https://openalex.org/I182534213","display_name":"Universidade do Porto","ror":"https://ror.org/043pwc612","country_code":"PT","type":"education","lineage":["https://openalex.org/I182534213"]},{"id":"https://openalex.org/I4210164862","display_name":"Artificial Intelligence in Medicine (Canada)","ror":"https://ror.org/05p590m36","country_code":"CA","type":"company","lineage":["https://openalex.org/I4210164862"]}],"countries":["CA","PT"],"is_corresponding":false,"raw_author_name":"Luis Paulo Reis","raw_affiliation_strings":["Artificial Intelligence and Computer Science Laboratory (LIACC), University of Porto","Artificial Intelligence and Computer Science Laboratory (LIACC), University of Porto, Porto Portugal"],"raw_orcid":"https://orcid.org/0000-0002-4709-1718","affiliations":[{"raw_affiliation_string":"Artificial Intelligence and Computer Science Laboratory (LIACC), University of Porto","institution_ids":["https://openalex.org/I4210164862"]},{"raw_affiliation_string":"Artificial Intelligence and Computer Science Laboratory (LIACC), University of Porto, Porto Portugal","institution_ids":["https://openalex.org/I182534213"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5035645484","display_name":"Henrique Lopes Cardoso","orcid":"https://orcid.org/0000-0003-1252-7515"},"institutions":[{"id":"https://openalex.org/I182534213","display_name":"Universidade do Porto","ror":"https://ror.org/043pwc612","country_code":"PT","type":"education","lineage":["https://openalex.org/I182534213"]},{"id":"https://openalex.org/I4210164862","display_name":"Artificial Intelligence in Medicine (Canada)","ror":"https://ror.org/05p590m36","country_code":"CA","type":"company","lineage":["https://openalex.org/I4210164862"]}],"countries":["CA","PT"],"is_corresponding":false,"raw_author_name":"Henrique Lopes Cardoso","raw_affiliation_strings":["Artificial Intelligence and Computer Science Laboratory (LIACC), University of Porto","Artificial Intelligence and Computer Science Laboratory (LIACC), University of Porto, Porto Portugal"],"raw_orcid":"https://orcid.org/0000-0003-1252-7515","affiliations":[{"raw_affiliation_string":"Artificial Intelligence and Computer Science Laboratory (LIACC), University of Porto","institution_ids":["https://openalex.org/I4210164862"]},{"raw_affiliation_string":"Artificial Intelligence and Computer Science Laboratory (LIACC), University of Porto, Porto Portugal","institution_ids":["https://openalex.org/I182534213"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":5.217,"has_fulltext":false,"cited_by_count":4,"citation_normalized_percentile":{"value":0.95357678,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":99},"biblio":{"volume":"6","issue":"4","first_page":"1","last_page":"26"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.994700014591217,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T12128","display_name":"AI in Service Interactions","score":0.994700014591217,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9898999929428101,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11995","display_name":"FinTech, Crowdfunding, Digital Finance","score":0.9872000217437744,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.5889999866485596},{"id":"https://openalex.org/keywords/work","display_name":"Work (physics)","score":0.5408999919891357},{"id":"https://openalex.org/keywords/corporate-governance","display_name":"Corporate governance","score":0.5325000286102295},{"id":"https://openalex.org/keywords/information-and-communications-technology","display_name":"Information and Communications Technology","score":0.47780001163482666},{"id":"https://openalex.org/keywords/administration","display_name":"Administration (probate law)","score":0.4496000111103058},{"id":"https://openalex.org/keywords/digital-transformation","display_name":"Digital transformation","score":0.4341000020503998}],"concepts":[{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.5889999866485596},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.5408999919891357},{"id":"https://openalex.org/C39389867","wikidata":"https://www.wikidata.org/wiki/Q380767","display_name":"Corporate governance","level":2,"score":0.5325000286102295},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4878999888896942},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.48350000381469727},{"id":"https://openalex.org/C67363961","wikidata":"https://www.wikidata.org/wiki/Q5268834","display_name":"Information and Communications Technology","level":2,"score":0.47780001163482666},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.45100000500679016},{"id":"https://openalex.org/C2780765947","wikidata":"https://www.wikidata.org/wiki/Q12033531","display_name":"Administration (probate law)","level":2,"score":0.4496000111103058},{"id":"https://openalex.org/C126082660","wikidata":"https://www.wikidata.org/wiki/Q4252370","display_name":"Digital transformation","level":2,"score":0.4341000020503998},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.42590001225471497},{"id":"https://openalex.org/C205112559","wikidata":"https://www.wikidata.org/wiki/Q7257735","display_name":"Public engagement","level":2,"score":0.3837999999523163},{"id":"https://openalex.org/C207267971","wikidata":"https://www.wikidata.org/wiki/Q120208","display_name":"Emerging technologies","level":2,"score":0.34389999508857727},{"id":"https://openalex.org/C184356942","wikidata":"https://www.wikidata.org/wiki/Q830382","display_name":"Best practice","level":2,"score":0.31690001487731934},{"id":"https://openalex.org/C112930515","wikidata":"https://www.wikidata.org/wiki/Q4389547","display_name":"Risk analysis (engineering)","level":1,"score":0.29190000891685486},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.2874999940395355},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2775000035762787},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.27480000257492065},{"id":"https://openalex.org/C109986646","wikidata":"https://www.wikidata.org/wiki/Q546113","display_name":"Public policy","level":2,"score":0.2535000145435333}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3769114","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3769114","pdf_url":null,"source":{"id":"https://openalex.org/S4210232200","display_name":"Digital Government Research and Practice","issn_l":"2639-0175","issn":["2639-0175","2691-199X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319798","host_organization_name":"Association for Computing Machinery","host_organization_lineage":["https://openalex.org/P4310319798"],"host_organization_lineage_names":["Association for Computing Machinery"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Digital Government: Research and Practice","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":52,"referenced_works":["https://openalex.org/W2134833483","https://openalex.org/W2468948651","https://openalex.org/W2962879906","https://openalex.org/W2979776380","https://openalex.org/W2979906316","https://openalex.org/W3028342024","https://openalex.org/W3084630456","https://openalex.org/W3089686713","https://openalex.org/W3095098455","https://openalex.org/W3097594135","https://openalex.org/W3129291259","https://openalex.org/W3150533618","https://openalex.org/W3163769403","https://openalex.org/W3169175990","https://openalex.org/W3169642408","https://openalex.org/W3197846402","https://openalex.org/W3205607555","https://openalex.org/W3212065194","https://openalex.org/W3214784228","https://openalex.org/W4206405063","https://openalex.org/W4206580311","https://openalex.org/W4212860634","https://openalex.org/W4224989596","https://openalex.org/W4237909458","https://openalex.org/W4280537010","https://openalex.org/W4285786982","https://openalex.org/W4295767088","https://openalex.org/W4300964710","https://openalex.org/W4304694200","https://openalex.org/W4313528339","https://openalex.org/W4315750087","https://openalex.org/W4319081677","https://openalex.org/W4379207303","https://openalex.org/W4380447240","https://openalex.org/W4383750538","https://openalex.org/W4383750745","https://openalex.org/W4386719165","https://openalex.org/W4387501513","https://openalex.org/W4388334656","https://openalex.org/W4392894129","https://openalex.org/W4396954675","https://openalex.org/W4399144476","https://openalex.org/W4399211342","https://openalex.org/W4399254476","https://openalex.org/W4399254563","https://openalex.org/W4400285039","https://openalex.org/W4400397480","https://openalex.org/W4401485564","https://openalex.org/W4402588697","https://openalex.org/W4403396674","https://openalex.org/W4407844473","https://openalex.org/W4408225569"],"related_works":[],"abstract_inverted_index":{"Cities":[0],"are":[1,17],"growing":[2],"worldwide,":[3],"overloading":[4],"public":[5,15,65,98],"infrastructure":[6],"and":[7,10,24,39,64,67,74,86,105,122,127,164,185,188],"causing":[8],"delays":[9],"inefficiencies.":[11],"In":[12],"this":[13,45,78,168,191],"context,":[14],"services":[16],"increasingly":[18],"transitioning":[19],"online,":[20],"facilitating":[21],"citizen":[22,37],"engagement":[23],"feedback.":[25],"This":[26,81],"digital":[27,95],"transformation":[28],"offers":[29],"numerous":[30],"advantages,":[31],"including":[32,152],"reduced":[33],"response":[34],"times,":[35],"enhanced":[36],"satisfaction,":[38],"cost":[40],"savings.":[41],"The":[42,107,144],"aim":[43],"of":[44,53,149,177],"work":[46],"is":[47,139],"to":[48,68,118,180],"conduct":[49],"a":[50,110,125,140],"comprehensive":[51],"survey":[52],"e-government":[54,150,178],"systems,":[55,151],"emphasizing":[56],"their":[57,153],"role":[58],"in":[59,77,133,190],"improving":[60,101],"communication":[61,157,184],"between":[62],"citizens":[63],"administration,":[66],"provide":[69],"insights":[70,172],"into":[71,173],"trends,":[72],"gaps,":[73],"best":[75],"practices":[76],"evolving":[79,192],"field.":[80,193],"research":[82,132,142],"emphasizes":[83],"conversational":[84],"technologies":[85],"adopts":[87],"the":[88,174],"Digital":[89],"Governance":[90],"framework,":[91],"which":[92],"examines":[93,146],"how":[94],"tools":[96],"reshape":[97],"administration":[99,183],"by":[100],"services,":[102],"transparency,":[103],"participation,":[104],"efficiency.":[106],"review":[108,169],"used":[109],"structured":[111],"manual":[112],"process":[113],"via":[114],"Excel,":[115],"applying":[116],"criteria":[117],"ensure":[119],"transparent":[120],"screening":[121],"categorization,":[123],"enabling":[124],"focused":[126],"adaptable":[128],"analysis.":[129],"We":[130],"found":[131],"several":[134],"countries":[135],"indicating":[136],"that":[137],"it":[138],"global":[141],"trend.":[143],"study":[145],"various":[147],"aspects":[148],"objectives,":[154],"implementation":[155],"level,":[156],"interface,":[158],"commercial":[159],"development":[160],"technology,":[161],"evaluation":[162],"method,":[163],"metrics":[165],"utilized.":[166],"Overall,":[167],"provides":[170],"valuable":[171],"current":[175],"landscape":[176],"systems":[179],"improve":[181],"citizen-to-public":[182],"identifies":[186],"trends":[187],"gaps":[189]},"counts_by_year":[{"year":2026,"cited_by_count":4}],"updated_date":"2026-07-15T18:14:33.161393","created_date":"2025-10-10T00:00:00"}