Digital Transformation of Management Information Systems in Improving the Quality of Public Services: A Systematic Literature Review

Abstract

This study aims to analyze the development of the digital transformation of Management Information Systems (MIS) in improving the quality of public services through a Systematic Literature Review (SLR) approach. The literature sources were obtained from the Google Scholar, and DOAJ databases, covering publications from 2016 to 2026. The literature selection process was based on topic relevance, article quality, and relevance to digital transformation, MIS, and public service quality. The results of the study indicate that digital transformation and the implementation of MIS significantly contribute to improving bureaucratic efficiency, transparency, service accessibility, responsiveness, and public satisfaction through the implementation of e-government, service automation, and digital platform integration. However, the implementation of digital transformation has not been optimal as it still faces various challenges, such as low digital literacy, limited technological infrastructure, weak system interoperability, bureaucratic resistance, as well as security and data protection issues. Furthermore, previous research has been dominated by partial studies, resulting in a lack of comprehensive, integrative models that connect digital transformation, the effectiveness of MIS, bureaucratic work culture, and the quality of public services. This study recommends the development of a digital transformation model based on information system integration and organizational readiness to realize inclusive, adaptive, and sustainable public services.