Critical Factors and Practices in Mitigating Cybercrimes within E-Government Services: A Rapid Review on Optimising Public Service Management

Abstract

This review addresses the fragmented literature on administrative interventions for cybercrime mitigation within e-government services, which often prioritise technological aspects over a unified theoretical framework. By analysing 32 peer-reviewed articles from the Web of Science (WoS) and Scopus databases, supplemented by additional sources located through Google Scholar, this study synthesises factors within the technical, managerial and behavioural domains using the Theory, Context and Method (TCM) framework. The findings reveal a predominant focus on managerial and technical factors, with behavioural aspects frequently overlooked. Cybercrime mitigation is often treated as a procedural step rather than a holistic process. This study advocates a well-established, context-specific mitigation plan, integrating regional factors through the Human–Organisation–Technology (HOT) framework to develop a comprehensive model for effective cybercrime mitigation in e-government services. This research has practical, theoretical and policy implications, offering actionable insights for improving operational practices, advancing theoretical frameworks and guiding policymakers in formulating effective cybercrime mitigation strategies.

Keywords

• cybercrimes
• mitigation
• TCM framework
• HOT framework
• public services