Integrated Service Systems for Public Service Quality: A Systematic Literature Review from Information Systems and Management Perspectives

Abstract

This study systematically reviews the literature on Integrated Service Systems (ISS) and their contribution to improving the quality of public service delivery, examined jointly from information systems and management perspectives. Public sector organizations increasingly implement integrated or “one-stop” service systems as part of bureaucratic reform and digital transformation agendas, yet the literature on this topic remains fragmented across administrative, technological, and managerial perspectives. Following the systematic literature review guidelines of Kitchenham and Charters (2007) and the PRISMA 2020 reporting standard (Page et al., 2021), this review searched academic databases and journal platforms using structured search strings, supplemented by backward snowball searching from key review articles, and applied explicit inclusion and exclusion criteria. A total of 17 studies were retained for synthesis. The review is organized around three themes identified in prior mapping studies: (1) information systems and technology components of ISS, (2) management and organizational factors influencing ISS implementation, and (3) empirical evidence on the impact of ISS on public service quality, efficiency, and accountability. To ground the synthesis in a local context, the review also incorporates illustrative empirical evidence from an original field survey of 34 employees at the West Panyabungan Subdistrict Office, Mandailing Natal Regency, which found a significant positive relationship between ISS implementation and public service improvement (r = 0.679; t = 5.690 > ttable = 1.693; R² = 46.10%). The synthesis indicates that ISS outcomes depend jointly on technological readiness (system integration, interoperability, information quality), managerial factors (leadership, human resource capacity, inter-agency coordination), and administrative or institutional design. The review identifies a continuing gap in empirical, sub-district-level studies in Indonesia that explicitly connect information systems and management theory to public service outcomes, and offers directions for future research and practice.