Digital Transformation progress in Local Governments through Critical Success Factors

Abstract

This thesis dives into the digital transformation of local governments with a particular focus on the municipality of Soest in the Netherlands. It seeks to identify and analyze critical success factors (CSFs) such as corporate culture, leadership, and change management, which are essential for the successful implementation of digital transformation. These insights led to the development of the Digital Transformation Progress Maturity Model (DTPMM), a framework designed to assess and guide digital transformation progress in local governments. To achieve this, the research used data gathered through systematic literature reviews to establish a theoretical foundation. This was followed by in-depth interviews with experts from the municipality of Soest to gain practical insights and validate the theoretical findings. The information collected was then used to design the DTPMM. The model was then validated through case studies conducted in Soest and the Utrechtse Heuvelrug, providing a practical context for its application. These case studies highlighted the model’s practical utility and suggested enhancements. The findings emphasize the importance of strategic alignment with broader digital agendas and offer a structured approach for local governments to effectively plan and execute digital transformation initiatives. By addressing the main research question on evaluating CSFs, this study provides actionable insights and frameworks that can help local governments achieve and measure their digital transformation goals, thereby improving public service delivery and operational efficiency.