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Street-level bureaucracy (SLB) has been essential to public administration in executing government policies and shaping public service quality. This paper aims to uncover the knowledge gaps and ongoing challenges to inform future analysis on SLB.

This literature review analyzes the publications on SLB between 1971 and 2023 by using various bibliometric methods, including trend analysis, network co-occurrence, and thematic evolution from 994 journal articles extracted from the Scopus database.

Research on SLB has shifted focus from specific issues such as work efficiency in the early 2000s to broader themes like governance methods, policy implementation, social policy, and public service delivery. This change reflects the adaptation of the field to global challenges and policy evolutions. International collaborations have contributed to the evolution, enriching SLB discourse with cross-cultural insights and comparative analyses. The partnerships have led to innovative strategies and models to address the challenges faced by SLB, enhancing public service delivery and policy implementation.

This paper shows the need to integrate the shift in SLB from specific practices to broader administrative themes with the global insights from international collaborations. In underrepresented regions, such as Africa, Latin America, and Southeast Asia, research is suggested to enrich the global understanding of SLB.

This study aims to test the impact of technological acceptance and trust toward e-government (TTEG), as well as perceived risk (PR) on the attitude toward using (AT) and the actual use (AU) of social media. This study also intends to examine the theoretical extension of the technology acceptance model by adding two variables, namely, TTEG and PR.

A total of 125 social media officers (SMO) were asked to fill out the questionnaire. To analyze the data, the researcher used the partial least square method using WarpPLS 6.0.

The findings of this study indicated that perceived ease of use (PEOU) has a positive and significant impact on perceived usefulness (PU). In addition, while PEOU, PU and TTEG influence AT significantly and positively, this research found that PR has no impact on AT. Furthermore, the authors also confirmed the positive and significant influence on AT, TTEG and AU. Meanwhile, PR has a significant and negative effect on AU.

This study first used non-probability sampling and as a consequence, that result could not be generalized. Another limitation is that this study used self-perceptual measures.

The study found that PR and TTEG are essential factors for increasing the use of social media by local government. Therefore, policymakers must create regional regulations to reduce risk and increase the trust of SMO. In addition, this study found that technology acceptance also had an effect on increasing activity on social media. For this reason, training in the use of social media is needed for SMO to increase the quality of content produced and citizen engagement.

Previous research has tried to look at the population’s characteristics, education levels, internet penetration and economic potential. Unfortunately, these studies did not highlight the capabilities of human resources, which in this case were the SMO.