Digital Transformation and the Relationship between Service Users and Public Administration

Résumé

Abstract

This study examines how service users perceptions of digital transformation, access to information and waiting times relate to their perceived relationship with public administration in Morocco. Data were collected through a structured questionnaire distributed via LinkedIn and in person at several public administrations. Of the 146 people who responded, the 122 with complete answers on the model variables were retained for the regression analysis, The 14 measurement items cover four constructs, whose factorability and internal consistency were checked with Kaiser–Meyer–Olkin and Bartlett tests and Cronbachs alpha 0.725 to 0.811. A multiple linear regression explains 55.3% of the variance in the perceived relationship “adjusted R² = 0.542”. Perceived digital transformation β = 0.475, p < 0.001 and perceived reduction in waiting times β = 0.245, p = 0.003 are positively and significantly associated with the outcome, whereas the coefficient for access to information is positive but not significant at the 5% level (β = 0.135, p = 0.074). For these respondents, the quality of the relationship with the administration appears to depend more on visible changes in how services are delivered, including the time they take, than on information alone. Because the design is cross-sectional and relies on self-reported perceptions, the findings describe associations rather than causal effects.

Keywords

digital transformation; public administration; service users; access to information; waiting times; Morocco