Sustainable Digital Transformation in Public Service Post COVID-19

Sustainable Digital Transformation in Public Service Post COVID-19

Li Li Pang, Muhammad Anshari
Copyright: © 2024 |Pages: 12
DOI: 10.4018/979-8-3693-1463-0.ch014
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Abstract

The digital transformation of public services is perceived to be a necessity rather than an option for any government, and the COVID-19 pandemic has pushed the necessity of digital transformation and why it is crucial to any government agencies. To stop the COVID-19 virus from spreading, the public's physical movements were limited. This meant that the public had to rely on their governments' digital presence to make sure they could always use public services. The pandemic also highlights the important role of the government to provide reliable and trustworthy information to citizens as ‘infodemic' on the virus was rife. Citizens' experiences in using public services during the pandemic show the progress and preparedness of a government in embracing innovations. This chapter is a qualitative case study of public sector digital transformation during the pandemic.
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Digital Transformation: From Analog To Digital

We are living in the 4th Industrial Revolution (4IR) era, a term popularized by the World Economic Forum (WEF) in 2016 and while 4IR and DT are seen as synonymous, they are, however, different. According to Lee & Trimi (2021), Digital Transformation (DT) does not only focus on advanced technology convergences, it also focuses on ideas and strategies; a much broader and higher aspirational purpose, for greater value creation and also shared goals of stakeholders.

The 4IR is also seen as the era of the digital economy, an economy that is affected by digital technologies fed by processes of globalization and digitalization. Anything that includes digital technologies is now labeled as a digital transformation but the reality is that not all are transformational(Soto-Acosta, 2020; Anshari, 2020). There is a need for significant changes to a business model to make it transformational (Soto-Acosta, 2020). What is clear is that the pandemic has revolutionized and popularized the way digitality is being understood, and the extent of transformation is questioned, if it was just a digitizing exercise? (Gabryelczyk, 2020; Agostino et al., 2021; Anshari et al., 2020).

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