Assessing the Impact of Digital Governance on Public Service Delivery Efficiency

Thesis Abstract

Digital governance has become an integral component of public administration, promising enhancements in administrative efficiency and improved service delivery. However, empirical assessments of the specific impact of digital governance initiatives on public service delivery efficiency remain limited, especially within developing contexts where digital infrastructure is evolving rapidly. This study aims to evaluate the extent to which digital governance influences the efficiency of public service delivery, focusing on government agencies at the municipal level. The specific objectives include to identify the key digital governance practices adopted by these agencies, to measure their effects on service delivery efficiency, and to explore contextual factors moderating this relationship. The research adopts a mixed-methods approach, combining quantitative and qualitative data collection and analysis to provide comprehensive insights. A cross-sectional survey design is employed, targeting a population of 120 government officials involved in service delivery in the municipality of Turin, Italy. A stratified random sample of 90 respondents is selected to ensure diverse representation across departments. Data collection instruments include structured questionnaires measured on a five-point Likert scale for quantitative data and semi-structured interview guides for qualitative insights. The reliability of the questionnaire is established through Cronbach’s alpha (? > 0.8), and content validity is confirmed via expert review. Quantitative data are analyzed using multiple regression analysis to examine the relationship between digital governance practices and service delivery efficiency, with moderation effects explored through interaction terms. The qualitative data are subjected to thematic analysis to contextualize and deepen the understanding of quantitative findings. The anticipated findings are that the adoption of digital governance practices—such as e-government platforms, digital communication channels, and automated service procedures—positively correlates with higher levels of service delivery efficiency. Additionally, the study expects to identify organizational factors such as staff digital literacy and leadership support as significant moderators of this relationship. The study also hypothesizes that digital governance initiatives result in reduced service processing times and increased citizen satisfaction, validated through statistical significance at p < 0.05. The findings are expected to contribute to the theoretical discourse by providing empirical validation for the Technology-Organization-Environment (TOE) Framework and the Diffusion of Innovation Theory within the context of public administration. Furthermore, the study fills a notable gap in the literature concerning the moderating effects of organizational capacity on digital governance outcomes in municipal governments. This research advances knowledge by offering an empirically grounded understanding of the mechanisms through which digital governance enhances service delivery efficiency, emphasizing contextual factors that influence implementation success. The main conclusions suggest that strategic investment in digital infrastructure and capacity building are critical for maximizing benefits, and that fostering an organizational culture conducive to digital transformation is essential. Based on these findings, the study recommends policymakers and practitioners prioritize integrated digital strategies, promote digital literacy among staff, and invest in ongoing technological and organizational capacity development. It also advocates for further research across different administrative levels and geographical contexts to enhance the generalizability of results and to explore longitudinal effects of digital governance initiatives. Ultimately, this study provides actionable insights for enhancing the efficiency of public service delivery through targeted digital governance reforms, contributing to the broader objectives of transparent, accountable, and citizen-centric governance systems.