Digital Transformation and Social Inclusion in Public Services: A Qualitative Analysis of E-Government Adoption for Marginalized Communities in Sustainable Governance

Abstract

Digital inclusion is a critical component of sustainable e-government, ensuring equitable access to digital public services for all citizens. However, challenges such as limited digital literacy, infrastructural gaps, and institutional barriers hinder widespread adoption, particularly among marginalized populations. This study examines the key obstacles to digital inclusion in e-government and explores technology-driven and policy-based solutions. A qualitative approach was employed, integrating case studies from developed and developing nations to assess best practices and localized policy adaptations. The findings highlight that public–private partnerships, digital literacy programs, and the integration of emerging technologies—such as artificial intelligence (AI), blockchain, and cloud computing—play a crucial role in enhancing accessibility and security. Additionally, aligning digital inclusion policies with the United Nations Sustainable Development Goals (SDGs), particularly SDG 4 (Quality Education), SDG 9 (Industry, Innovation, and Infrastructure), SDG 10 (Reduced Inequalities), and SDG 16 (Peace, Justice, and Strong Institutions), strengthens the long-term impact of digital governance. This study emphasizes the need for governments to adopt an inclusive, multi-stakeholder approach to e-government implementation, ensuring long-term investments in accessibility, cybersecurity, and user trust. Future research should explore mixed-method approaches and comparative analyses across different socio-economic contexts to refine strategies for digital inclusion.