Digital Transformation in Public Sector ICT: A Case Study-Based Comparative Analysis

Abstract

This document serves as a case-study based evaluation regarding the public sector’s Information and Communication Technology (ICT) domains transformation in comparison to other sectors. The primary aim is to uncover the major components, obstacles, and economic impacts of these transformations. Using a mixed approach, consisting of qualitative case studies from two different government agencies, evaluating their service delivery outcomes quantitatively, the analysis indicates that active leadership, citizen-focus, and digital infrastructure enablement greatly improves the level of achievement. The evidence also pointed to increase in operational efficiency and public service, as well as economic outcomes. The utilization of the term agile governance in combination with cultural change indicates the under-researched areas of digital government potential.