Local Digital Transformation Studies in the Case of Konya Metropolitan Municipality

Abstract

This study examines the impact of digital transformation on local governments, using the case of the Konya Metropolitan Municipality in Türkiye. The research focuses on how digitalisation has improved public administration efficiency and service delivery processes. It evaluates the digital transformation efforts of the Municipality and their benefits for municipal services and citizens. Adopting a literature review and a case study methodology, the study utilised surveys and interviews with municipal personnel to assess the effectiveness of digital services. The research reveals that the digital transformation of the Municipality has yielded valuable outcomes, such as faster service access, cost efficiency, and increased citizen satisfaction. However, several shortcomings were identified, including the lack of user-friendly digital platforms and certain infrastructural deficiencies. The Municipality must enhance its awareness-raising activities for greater citizen participation in digital services, as well as implement upskilling and reskilling programs for personnel.