Citizen Role Representation in Digital Government Maturity Models: A Systematic Review

Authors

  • Qurrota Ayun Majid University of Indonesia, Indonesia
  • Dana Indra Sensuse University of Indonesia, Indonesia
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DOI:

https://doi.org/10.63158/journalisi.v8i2.1548

Keywords:

digital government maturity model, citizen participation, citizen-centric governance, role-based analysis, systematic literature review

Abstract

This study investigates how citizen roles are represented and structurally positioned within Digital Government Maturity Models (DGMMs). Using a Systematic Literature Review guided by Kitchenham’s protocol, the review analyzed studies published between 2020 and 2025 across seven major academic databases. From 900 initial records, 14 studies met the inclusion and quality criteria. Through backward tracing, policy reference analysis, and cross-model extraction, these studies produced 77 DGMMs as the final units of analysis. The models were examined using a role-based analytical lens that classifies citizen representation into five levels: None, Limited, Implicit, Explicit, and Strong. The findings show that the Limited category remains dominant, indicating that most DGMMs still position citizens mainly as end-users or service recipients rather than active participants in digital governance processes. However, the increasing presence of Explicit and Strong models reflects a gradual shift toward participatory, collaborative, and citizen-centric digital governance. This study contributes by proposing a typology of citizen role representation that extends prior descriptive mappings into a deeper structural evaluation of how citizen participation, engagement, and co-creation are embedded within digital maturity

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Published

2026-04-26

Issue

Vol. 8 No. 2 (2026): April

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Articles

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How to Cite

[1]
Q. A. Majid and D. I. Sensuse, “Citizen Role Representation in Digital Government Maturity Models: A Systematic Review”, journalisi, vol. 8, no. 2, pp. 2494–2530, Apr. 2026, doi: 10.63158/journalisi.v8i2.1548.