Drivers and Outcomes of Digital Transformation: The Case of Public Sector Services

Abstract

Governments are altering how they operate to enhance the provision of public services, be more successful and efficient in their plans, and accomplish goals such as greater transparency, interoperability, and citizen pleasure. There are, however, limited studies about how public sector managers are currently identifying digital transformation in their own day-to-day practices, how they are implementing digital transformation projects, and what their expected results are, aside from the reports provided by consulting firms. The aim of this article is to present a case study in order to gain an understanding of the current expectations that public managers have regarding the implementation of digital transformation projects, as well as the outcomes that they anticipate these projects will produce. A qualitative analysis was conducted based on experts who were involved in digital transformation projects with a thorough understanding of government decisions and in-depth knowledge of execution procedures. Based on the results derived from interviews, this paper aims to support managers in examining the barriers of digital transformation in the public sector in order to improve this process.

Keywords

• digital transformation
• digitalization
• digital government
• change management
• digital services