The impact of investment in digital technology on accountability and operational efficiency in public sector organizations: An empirical study

Digitalization has emerged as a transformative force in contemporary public administration, fundamentally reshaping the dynamics between governments and citizens. This empirical study investigates the role of digitalization in enhancing accountability and efficiency within public services, a critical area given the global imperative for modernized and responsive governance. Drawing upon a theoretical framework that integrates principles of e-governance, public value, and organizational efficiency, we hypothesize that the adoption of digital technologies significantly improves both transparency and operational effectiveness in public sector entities. A quantitative survey-based approach was employed, collecting data from ۲۵۰ public service managers across various governmental agencies in Iran, focusing on their perceptions of digitalization initiatives. Measures included perceived levels of digital technology adoption, indicators of accountability (e.g., transparency of information, citizen engagement), and metrics of operational efficiency (e.g., process automation, resource optimization). Statistical analysis, including descriptive statistics, correlation analysis, and multiple regression, revealed a significant positive relationship between the level of digitalization and both accountability and efficiency. Specifically, the implementation of open data initiatives and advanced analytics was strongly associated with increased transparency and citizen participation, while process automation and real-time data sharing positively impacted service delivery speed and cost-effectiveness. The findings underscore the strategic importance of investing in digital infrastructure and fostering digital literacy within public organizations. While acknowledging limitations such as the self-reported nature of data and the cross-sectional design, this study offers robust empirical evidence supporting the transformative potential of digitalization in achieving critical public governance objectives, providing valuable insights for policymakers and public administrators seeking to leverage technology for better public outcomes.

کلیدواژه ها:

Digitalization ، Public Services ، Accountability ، Efficiency ، Investment