When digitalisation enhances public (in)efficiency

Bibliographic Data

ID20201493
AuthorsSara Moggi (0000-0001-8400-2772, University of Verona Department of Management), Alessandro Zardini (0000-0002-2598-9877, University of Pavia Department of Economics and Management), Cecilia Rossignoli (0000-0002-4476-4112, University of Verona Department of Management)
Year2026
Volume38
Issue1
Pages180-196
Publication date2026-02-09
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueJournal of Public Budgeting Accounting & Financial Management (JOURNAL)
Journal identifiersISSN: 1096-3367 • E-ISSN: 1945-1814
PublisherEmerald (PUBLISHER)
DOI10.1108/jpbafm-10-2024-0216
OpenAlexW4416051016
LanguageEN
Citations received1
References cited58

Purpose This paper investigates the implementation of e-government and examines the challenges, benefits, and overall impact of this digital transformation in the public sector. It explores the factors steering digitalisation, the limitations in implementing e-government and the reasons for value destruction in the public administration. Design/methodology/approach The paper employs a ten-year longitudinal case study methodology to examine the implementation of e-government in an Italian medium-sized, examining the evolving dynamics and challenges over time through semi-structured interviews with key informants (e.g. officers, managers, and employees). Additionally, internal documents and public information enhance data triangulation. Data analysis employs West’s four-stage model (2004) as a framework for improving the understanding of the results of the IT implementation process. Findings Despite efforts to reduce costs, time, and bureaucracy, the validation process persisted ten years after the introduction of information technology tools. The duration decreased by only one day, and the quality of the service to citizens did not improve. Regarding factors hampering the process, the findings highlighted concerns about governance’s mismanagement in all implementation phases. Originality/value The paper focuses on the challenges and limitations of e-government implementation. It highlights the gap in the literature regarding the analysis of failed or partially successful digital transformation initiatives. The research contributes to a deeper understanding of the factors hindering digital transformation in public administration and leading to the destruction of public value

Data collection · Digital transformation · Public service · Service quality · E-Government and Public Services · Information Technology Governance and Strategy · Public Policy and Administration Research

Tools

Open DOIOpen Access