The impact of digital transformation on the efficiency of public-sector organizations: the case of the digitization of a public service in Morocco

Abstract

Digital transformation has played an important role in modernizing services provided to users thanks to its many advantages, particularly in terms of accessibility, transparency, and speed of processing. Public organizations invest more and more in the digitalizing their administrative processes to improve efficiency and performance, in line with the principles of New Public Management (NPM). This work aims to study the impact of digitalization on the efficiency of public organizations. First, a quantitative study examines the nature of the relationship between cases processed on a digital platform over a six-year period and average processing times. It will then be supplemented by analysis of the results of a satisfaction survey of over 1,100 users, to assess their perception of the services provided digitally. The study finds a significant negative relationship between the digitalization of administrative procedures and the reduction of processing times. It also enhances transparency and user confidence. However, the lack of digitalization training for human resources and the lack of IT resources limits the achievement of the objectives expected from digital transformation.

Classification JEL: H83, O38.

Paper type : Empirical Research