<![CDATA[Digital transformation in public service delivery is widely promoted as a means of improving efficiency; however, it continues to generate inclusion challenges, particularly for Gender Equality and Social Inclusion (GESI) groups, including persons with disabilities, older adults, low-income communities, and individuals with limited digital literacy. This study examines how administrative burdens in digital service systems affect vulnerable groups in Indonesia and explores the role of social infrastructure in mitigating these barriers. Using a systematic literature review of 15 selected studies published between 2019 and 2026 and analyzed through thematic analysis, the study is guided by the Administrative Burden framework. The findings show that digitalization often shifts administrative burdens onto users through learning costs, compliance costs, and psychological costs, thereby constraining access to public services. The study further finds that village governments and inclusive libraries function as social intermediaries and digital access mediators, helping vulnerable groups navigate digital services through guidance and facilitation. These findings suggest that digital inclusion depends not only on technological accessibility but also on social infrastructure that mediates the relationship between citizens and digital service systems. Therefore, digital transformation should adopt an inclusive-by-design approach that integrates local actors into inclusive public service governance.]]>
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