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Recent technological developments have encouraged the United Nations to promote the adoption of digital technologies to achieve the Sustainable Development Goals (SDGs). In addition to initiatives from businesses, an increasing number of studies indicate that public service agencies may gain benefits from adopting digital transformation. On a global scale, policymakers are examining the integration of digital technologies, specifically artificial intelligence (AI), into public service delivery (PSD), acknowledging the potential advantages and obstacles for the public sector. Therefore, the objective of this study is to investigate the impact of AI on PSD to support the SDGs initiative.

The research used a qualitative approach to explore the intersection of AI, SDGs and PSD. This approach involved scrutinising relevant publications and conducting an extensive literature review. The research also used bibliographic analysis to discern patterns within the field. Findings from the literature review and bibliographic analysis contributed to identifying research trends that explore the complex relationship among AI, PSD and the SDGs. The model derived from this comprehensive review and analysis elucidates the potential of AI to enhance PSD and contribute to the achievement of the SDGs.

The bibliographic study revealed significant research trends concerning AI, PSD and SDGs through an empirical investigation of an extensive array of peer-reviewed articles. This investigation focused on how the public sector can improve its delivery of services to citizens and all stakeholders to advance the SDGs. AI holds the promise of revolutionising PSD and bolstering the SDGs. By leveraging AI’s capabilities in data analysis, automation and customisation, governments can enhance the efficiency, effectiveness and accessibility of public services. This, in turn, enables public servants to tackle more complex tasks while providing citizens with personalised and relevant experiences. Additionally, the study advocates modelling the intersection of PSD and AI to achieve sustainable development.

The employed research methodologies, such as literature reviews and bibliographic analysis, enrich the context of AI, SDGs and PSD. They offer a comprehensive perspective, identify knowledge gaps and furnish policymakers, practitioners and academics with a conceptual framework for informed decision-making and sustainable development endeavours.

The study provides an agenda for AI and SDGs research on application in PSD. It emphasises varied research viewpoints, methods and gaps. This study helps researchers as well as practitioners identify subtopics, intersecting themes and new research pathways.

The implementation of digital twin in e-government services will become the future of public service delivery. It has a great promise for significantly optimizing e-government service delivery in public services because digital twin can be leveraged to achieve value co-creation, which can be turned for innovation and new knowledge creation. The purpose of this study is to fill a knowledge gap in the domain of e-government with digital twin enabled.

This study examined the concept of digital twins in the context of e-government for innovation management. This research applied exploratory research discussing a dynamic and interpretive model that examines the main factors to consider when developing digital twins for the Fourth Industrial Revolution’s integration of e-government services. This study begins with a thorough assessment and then evaluates the results to propose a model that would be used as a benchmark for future research. Secondary data was gathered from a variety of previously published primary research sources, including peer-reviewed journals, case studies, periodicals, newspapers and books.

E-government with digital twin platform will become increasingly integral to business or public value creation and can be managed individually as people and organizations expect much greater value for their well-being that is linked to a number of better outcomes. E-government with digital twin will no longer to be seen as a static web service but the next enabling platform to offer a comprehensive digital advisory for each and every user. The digital twin’s goal is to extract all of a user’s digital activity processes and thoroughly analyze them across all of e-services. When there are crucial issues or problems that need to be alerted to the (physical) user, the digital twin will present options, solutions and recommendations based on the entire gathered data continuum.

This study is conducted to provide a better understanding of the digital twin’s impact on public service delivery in the future. When it comes to e-government, a digital twin is a digital representation of an individual with the ability to integrate e-government services (such as e-citizenship, e-employment, e-participation, e-business, e-commerce, e-health, e-learning, e-regulation, e-entertainment and so on) with nearly real-time data and advanced analytics. Individuals will be able to improve, discover, foresee and make better and faster decisions as a result of the digital twin. The proposed model shows a future scenario for e-government services, in which the key principle of Industrial Revolution 4.0, Cyber Physical Systems, is accommodated by digital twins.

This study provides academics, policymakers and practitioners in the fields of technology, public and/or private service delivery and public policy, with the opportunity to define priorities, processes and outcomes of e-government services and thereby benefit more directly from the findings of the study. This study presents some novel insights into e-government services the use of digital twins to optimize public service delivery.

The adoption of knowledge management (KM) to steer new skills and capabilities among people provides evidence that KM not only offers competitive advantages but also provides a means for organisational survival, by improvising core capabilities or generate new ones that can drive people in the Fourth Industrial Revolution (4IR) era. This paperaim to identify critical new skills and capabilities among people within an organisation to stay competitive, innovative and relevant.

The paper presents the findings on new skills assessment for Fourth Industrial Revolution. The study was carried out through an interview with a focus group discussion technique to gather data on the role of KM in creating new set of skills or capabilities in Fourth Industrial Revolution’s landscape. The study also reports a bibliographic study of critical skills based on more than a decade of related academic and industry publications to portray research trends and future directions.

There is a demand in “must-have” skills related to Industry 4.0 such as capability for complex decision-making, complex problem-solving, collaborative innovation, project management, creativity and critical thinking, social skill and social responsibility. While these skills are critical enablers to aiding individuals in the scenarios of plausible 4IR futures, several important new research trends that emerge have also not been adequately explored including KM and Industry 4.0 skill gap, skill evolution, machine knowledge, intuitive decision-making, rational decision-making, technostress, digital fluency, collaborative innovation, industrial policies, human–machine interaction and societal systems.

This research provides a roadmap for the next research trends and topics in the area of Fourth Industrial Revolution and new skills requirements. The study discusses some of the essential issues and challenges with upskilling required for Industry 4.0. It also focuses on how upskilling learning initiatives influence new knowledge creation. This primarily contributes to the educational field in deciding how and when to adopt appropriate strategies and identify which initiatives to best meet the needs of its community.

KM enables individuals to utilise their existing core capabilities or generate new ones for immediate investment in upskilling to meet current and future skills needs required by an organisation. Simply put, KM will improve the organisation’s talent-driven learning strategy and increase individuals’ ability to learn faster and attain sustainable competitive advantage in a fast-paced ever changing environment.

This paper is useful to academics, practitioners and policymakers in the fields of KM. The research provides initial insight into new skills mapping in the context of Fourth Industrial Revolution and the needs for researchers to understand the recent research trends in KM.