Digital governance and its role in improving service quality and enhancing institutional performance

Abstract

Digital governance represents a modern strategic framework aimed at streamlining institutional procedures and ensuring they remain consistent with rapid global technological advancements. This study explores the pivotal role of digital governance in enhancing the quality of services and improving overall institutional performance. By adopting a descriptive-analytical methodology, the research investigates the theoretical foundations of digital governance and its direct relationship with digital transformation. The study identifies digital transformation as a comprehensive shift towards electronic operations and automated procedures, which fundamentally changes how individuals perceive and perform their work through the integration of information and communication technology. The research highlights numerous benefits of this transition, including increased operational efficiency, reduced human error, streamlined administrative procedures, and enhanced stakeholder satisfaction. However, the study also acknowledges significant challenges that impede successful implementation, such as information security risks, resistance to change among employees, lack of specialized digital talents, and insufficient budgetary allocations. To overcome these obstacles, the research emphasizes essential requirements, including continuous leadership support, flexible organizational structures, and the promotion of a digital culture. The findings conclude that effective digital governance acts as a catalyst for successful digital transformation, enabling institutions to achieve higher investment returns and competitive advantages. Ultimately, the study recommends that both public and private institutions must adopt modern governance frameworks and update their legal systems to keep pace with digital shifts, ensuring a sustainable transition toward an integrated knowledge society.