Digital Transformation Practices and Government Service Delivery in Developing Countries
DOI:
https://doi.org/10.47604/ijts.3597Keywords:
Digital Transformation, Government Service Delivery, Technological Infrastructure, Digital Competencies, Process AutomationAbstract
Purpose: The purpose of this study is to examine the effect of digital transformation practices on government service delivery in developing countries. Specifically, the study seeks to analyse how technological infrastructure, digital competencies, and process automation influence key service delivery outcomes, including accessibility, timeliness, and user satisfaction, within the context of public sector institutions.
Methodology: The study adopted a critical desktop review research design. Data were drawn from peer-reviewed journal articles, policy reports, and empirical studies published between 2018 and 2024. Sources were retrieved from Scopus, Web of Science, Google Scholar, and selected institutional repositories using keywords related to digital transformation, government service delivery, technological infrastructure, digital competencies, automation, and developing countries. Study selection was guided by relevance, methodological rigor, and alignment with the study variables. A thematic analysis approach was employed to compare findings across global, developing-country, and African contexts and to identify empirical, conceptual, and contextual gaps.
Findings: The findings indicate that technological infrastructure is a foundational enabler of effective government service delivery, as system reliability, interoperability, and connectivity directly influence service accessibility and processing speed. Digital competencies among public servants were found to be a critical operational driver, shaping system utilization, institutional responsiveness, and service quality. Process automation emerged as a key efficiency mechanism that enhances service timeliness, accuracy, and transparency, although its adoption remains limited in many developing countries. The study further reveals strong interdependencies among the three dimensions, suggesting that isolated digital interventions are insufficient to achieve sustainable service delivery improvements.
Unique Contribution to Theory, Practice and Policy: The study is informed by the Diffusion of Innovations theory and the Technology–Organization–Environment framework, which jointly explain technology adoption and institutional readiness in public sector contexts. The findings validate the applicability of these frameworks in developing-country settings. For practice, the study recommends integrated digital transformation strategies that simultaneously strengthen infrastructure, build digital skills, and expand automation. From a policy perspective, the study underscores the need for coherent legislative frameworks that promote interoperability, data protection, accountability, and sustained investment in digital public services.
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Copyright (c) 2026 Maxwell Okeyo, Justice Mutua, Ph.D, Sylvia Tuikong, Ph.D
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