Empirical framework to determine maturity of digital transformation of a service to citizens through enhancements on existing assessment methods - Case Study India

ABSTRACT

Digital Government has now moved into its second phase, in which digital transformation of major proportions has begun to occur. Government will be both a driver and a facilitator of this transformation that requires a multi-disciplinary perspective for a better understanding of the impacts of the digital transformation of government. The focus has now shifted from a single national e-governance initiative to innumerable mission mode projects. Each of these projects aim to transform the delivery of an identified high priority citizen service from its current manual format into an e-delivery one. In such an environment there is need to drill down and accurately measure the maturity of each of the digital services being provided to citizens, in addition to the standard practice of rating the overall digital government performance of a country. This Paper presents a framework that has the proven capacity of determining the level of maturity of the digital transformation of a digital service to citizens. The Paper goes further to validate that ingenious framework by generating conclusive evidence, through robust empirical analysis, using a case study of digital transformation of a service in a State in India.

(Full paper is available at https://www.acm.org/ )