Enhancing the sustainability of mobile government applications through usability, accessibility, and citizen engagement

Abstract Despite the growing integration of mobile government (m-government) applications (apps) in public service delivery, many initiatives experience declining engagement, limited inclusivity and sustainability challenges. Previous studies are often fragmented, focusing primarily on initial adoption while overlooking the multidimensional perspectives that influence long-term viability. This systematic review addresses these gaps by synthesizing evidence across the political, economic, social, technological, environmental, legal, managerial, and organizational (PESTELMO) dimensions, thereby enhancing understanding of how usability, accessibility, and citizen engagement contribute to the sustainability of m-government apps. This study comprehensively reviewed 52 established studies using PRISMA guidelines to ensure accuracy and transparency. Key factors relevant to sustaining m-government apps were identified using thematic analysis. The findings underscore usability, accessibility, and citizen engagement as prominent themes, with social, technological, managerial and organizational dimensions being highlighted predominantly. The findings highlight that effective interface design improves task efficiency and reduces frustration, that inclusive accessibility ensures broader access for diverse user groups, and that active citizen engagement fosters trust and encourages continued use. This study advances both theory and practice by presenting an operational PESTELMO model, providing a foundation for empirical research and guides policymakers and developers in creating resilient, user-centric m-government ecosystems. The findings underscore the need for holistic, multidimensional, evidence-based frameworks that incorporate demographic variation and cross-contextual studies, along with emerging technologies and user co-design, to enhance the sustainability of m-government apps and promote inclusive digital governance.