The digital transformation in the public sector : the case of the Greek Local Government
O ψηφιακός μετασχηματισμός στο δημόσιο τομέα : η περίπτωση της Ελληνικής Τοπικής Αυτοδιοίκησης
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Keywords
e-Government ; e-Government Maturity Model ; Technology Acceptance Model (TAM) ; Digital strategy ; Digital transformation ; Public sector ; Local eGovernment ; Municipal e-Government ; Smart citiesAbstract
The European Union has prioritized e-Government and digital transformation development, and several international organizations, including the United Nations and the European Commission, have proposed methods for measuring them. However, Greece has received inconsistent results in reports evaluating its digital readiness. This study examines how the e-Government strategies and goals proposed by the European Commission from 2006 to 2020 were implemented in Greece. The findings indicate that Greece differentiated from the proposed strategy and followed a different digital transformation framework. The study continues with an analysis of e-Government development and adoption at the municipal level due to their significant impact on people's day-to-day life and their exclusion from benchmarking or ranking reports on digital transformation. A literature review is conducted on the development of e-Government in Greek municipalities, and the quality of 50 municipal e-Government portals is evaluated using three distinct perspectives: supply side (e-Government Maturity Models), demand side (Technology Acceptance Models), and objective (Web Accessibility Guidelines using the Lighthouse automated tool). The results show that demand-side methodologies provide a more comprehensive assessment of e-Government portal quality, while objective methods using automated tools require further development. The analysis concludes that municipalities perform at a medium level regarding e-Government quality in all methods, with the lack of usefulness being the main issue. Considering the lack of usefulness, a crowdsourcing approach was used to determine the citizens' thoughts on the services that should be provided through e-Government portals. The study results in a new typology on how e-Government portals need to be developed in order to be considered useful.