Bureaucratic Reform Strategy to Realize Quality Digital Public Services

Abstract

This qualitative study explores the strategies, challenges, and stakeholder perceptions related to bureaucratic reform aimed at improving digital public services. Through in-depth interviews with key stakeholders, including government officials and IT professionals, the research identifies effective strategies for implementing digital reforms, such as fostering inclusive participation and addressing resistance to change. The findings reveal significant challenges, including organizational inertia and the need for clear evaluation metrics, which hinder the successful delivery of digital services. Furthermore, stakeholder perceptions indicate a strong belief in the potential of digital public services to enhance accessibility, efficiency, and transparency in public administration. However, without addressing the underlying barriers and involving diverse stakeholders in the reform process, the effectiveness of these initiatives may be compromised. This study contributes to the existing literature by highlighting the importance of understanding human factors in the digital transformation of public services and emphasizes the necessity of developing a culture of collaboration within public agencies. The insights gained from this research provide valuable guidance for policymakers and practitioners aiming to navigate the complexities of digital reform in the public sector, ultimately enhancing service delivery and public trust.