A Digital Transformation Governance Framework for eGovernment: A Systemic Approach

Abstract

Policies which have transformed legacy services to digital services in the public sector have had considerable impact on both governments and service users. Research suggests that as a result of digital transformation, public sector services are failing to meet user needs and expectations, with a direct association between user ability to interact with public service entities and digital services. This dissertation argues for the development of a practical tool that can be used to identify, understand and assess relevant systems and their roles in digital transformation processes, in order to develop a governance framework for effective digital transformation in eGovernment. Evidence supporting this research is based on a case study of the Australian Taxation Office. Methodology: An interpretative and exploratory mixed method approach was adopted, using a multimethod technique for data collection. Data included observations, focus groups, surveys and existing data sources, used to profile eGovernment service users and users of legacy systems. The aim was to understand the barriers to use, factors promoting their use and assistance required from service providers. Subsequently, soft systems, Enterprise Architecture and system of systems approaches were applied to provide a foundation for the exploration, collection and analysis of the data. Gioia and thematic analysis was used to find meaning within the qualitative data, while descriptive statistics, logistic regression and longitudinal analysis were used to analyse the quantitative data. Findings: This research identified a number of key factors influencing the long-term adoption of public sector digital services. Within the public sector or eGovernment space, legacy systems are still important to the community as they provide a safety net. Similarly, assistance should be provided through multiple avenues, including online, in person and over the phone. Public sector entities need to invest in educating the community on both the technical and digital components of their services. For taxation, this includes an explanation of what taxation entails and how to lodge returns depending on circumstances. The results of a quasi-randomised control trial demonstrated that non-digital users were more inclined to shift to digital services after receiving communication on their availability and effectiveness. There are numerous factors which impact the adoption and use of digital services in the public sector. Looking at each factor in isolation does not provide a holistic view of the various users. This research identified the need to create a holistic view of the various systems affecting digital transformation and adoption. The findings were used to inform and develop a framework for effective digital transformation of eGovernment services, which has assisted in identifying the relevant systems and assessing their roles and interactions in the process. Research Limitations: This research provides a framework for the ongoing development of eGovernment services. A limitation to this research is that it was based on a case study of a single entity. Additional research was carried out on digital health platforms to demonstrate the generalisability of the findings; however, further research is recommended to address the limitations. Practical Implications: This dissertation proposes a governance framework as a practical tool to guide public sector organisations’ effective digital transformation to eGovernment. The proposed governance framework provides a tool for the identification and assessment of the relevant constituent systems and their roles and interactions within digital transformations. Originality and Value: This research contributes to the body of knowledge through the development of a governance framework which forms a practical tool to guide organisations through effective digital transformations. The research argues that a more holistic understanding of the constituent systems comprising the digital transformation system as a whole can aid with the use or creation of effective digital services within the public sector. Through qualitative and quantitative data analyses, the research was able to identify relevant systems influencing the adoption or non-adoption of digital services in the public sector. The contribution to knowledge within this research is the creation of a practical framework for the effective digital transformation as it assists in the identification and assessment of the relevant systems and their roles and interactions in the process, and which can be applied to private and public sector entities.