Assessing the Impact of Digital Transformation on Public Service Delivery in Zimbabwe

Abstract

Governments worldwide increasingly recognize the need to accelerate digital transformation to enhance public service delivery, drive economic growth, and ensure societal resilience in an increasingly digital age. This study focuses on the impact of digital transformation on public service delivery in Zimbabwe, considering the country's unique socio-political and economic context. Through a comprehensive literature review, this research examines the challenges and opportunities presented by digital transformation, aiming to assess its effects on service quality, citizen engagement, and overall governance. The study contributes to the growing body of literature on digital transformation in developing countries, emphasizing best practices, key challenges, and recommendations for future interventions. Employing a quantitative methodology with stratified random sampling techniques, the research finds that the adoption of digital technologies in Zimbabwe has streamlined processes, improved resource utilization, and enhanced responsiveness to citizen inquiries and feedback. These findings underscore the importance of digital transformation in enhancing public service delivery and informing policy decisions in Zimbabwe.