Impact of Digital Transformation on Administrative Support Efficiency in Public Sector Offices

Thesis Abstract

This study investigates how digital transformation influences administrative support efficiency within public sector offices, addressing the persistent gap between technology adoption and tangible performance gains in routine clerical and executive support tasks. The problem stems from fragmented ICT implementations, limited process standardization, and varying change-management capabilities that hinder the realization of efficiency, accuracy, and service quality gains in administrative workflows. The aim is to quantify the impact of digital transformation initiatives on administrative efficiency and to elucidate the mechanisms through which digital tools translate into improved outputs, time savings, and stakeholder satisfaction. Specific objectives are (1) to assess the level of digital maturity in administrative units; (2) to evaluate changes in processing times, error rates, and customer service metrics before and after digital interventions; (3) to examine the mediating roles of process automation, data analytics capability, and digital literacy; (4) to identify contextual factors such as organizational culture and leadership that influence digitization outcomes; and (5) to provide evidence-based recommendations for policy and practice. Methodologically, the study adopts a mixed-methods explanatory design. The quantitative strand will target a population of 250 administrative units across three metropolitan public offices, with a stratified random sample of 180 units selected to ensure representation of various departments (registries, HR, procurement, and secretarial services). Data will be collected through standardized performance dashboards, process time logs, error incidence reports, and citizen-service satisfaction surveys administered over a 12-month post-implementation period. Instruments will be validated through pilot testing with 30 units and assessed for reliability using Cronbach’s alpha and test-retest reliability. Quantitative data will be analyzed using multiple regression to test the relationship between digital maturity (independent variable) and administrative efficiency metrics (dependent variables processing time, accuracy, and service satisfaction). Mediation analyses will be conducted using PROCESS macro to determine the indirect effects of automation level and data analytics capability. A difference-in-differences approach will compare pre- and post-implementation performance against a control group of units with delayed digitization. The qualitative strand will involve 40 semi-structured interviews with senior administrators, secretaries, IT officers, and frontline service staff, complemented by 12 focus groups with 8–10 participants each to capture nuanced experiences of change management, user acceptance, and training adequacy. Thematic analysis will be conducted following Braun and Clarke’s framework, with coding supported by NVivo. Triangulation will occur at the interpretation stage by aligning qualitative themes with quantitative results to illuminate causal pathways and contextual moderators. Expected findings anticipate that higher digital maturity will be associated with reduced processing times by 18–28%, lower error rates by 12–20%, and improved citizen-satisfaction scores by 10–15 percentage points. Mediation analyses are expected to reveal that process automation and data analytics capability partially transmit the effect of digital maturity on efficiency, while digital literacy strengthens this relationship. The study also anticipates that organizational culture, leadership support, and training quality will significantly moderate the digitization-efficiency link, amplifying gains in units with proactive change-management practices. Contributions to knowledge include (a) empirical evidence quantifying the efficiency gains from digital transformation in public-sector administrative functions; (b) a validated conceptual framework linking digital maturity, automation, data analytics, and literacy to efficiency outcomes; and (c) context-specific insights into governance, policy, and workforce development strategies for sustainable digitization. The study concludes with implications for public administration theory and practice, highlighting scalable, cost-effective digitization pathways and the importance of integrated change-management programs. Recommendations emphasize targeted investments in automation infrastructure, data governance, and continuous professional development, alongside governance mechanisms to monitor performance and sustain gains across diverse public offices.