Thesis Abstract

Abstract
This thesis investigates the impact of digital transformation on government service delivery through a case study of a specific government agency. In recent years, governments worldwide have been increasingly adopting digital technologies to enhance the efficiency, effectiveness, and accessibility of public services. However, the extent to which these digital initiatives have improved service delivery remains a subject of debate. This study aims to fill this gap by examining how digital transformation has influenced the delivery of services within a particular government agency. The research methodology employed in this study includes a comprehensive literature review to understand the theoretical underpinnings of digital transformation in the public sector. Additionally, qualitative research methods, such as interviews and surveys, will be used to gather data from key stakeholders within the selected government agency. The data collected will be analyzed using thematic analysis to identify patterns and themes related to the impact of digital transformation on service delivery. The findings of this study are expected to provide insights into the benefits and challenges associated with digital transformation in government service delivery. By exploring the experiences of a specific government agency, this research aims to offer practical recommendations for policymakers and public administrators seeking to leverage digital technologies to enhance service delivery. Ultimately, this study contributes to the growing body of knowledge on the intersection of digital transformation and public administration, highlighting the implications for future research and practice in the field. Keywords Digital transformation, Government service delivery, Public administration, Case study, Qualitative research.

Thesis Overview