Towards a comprehensive understanding of digital transformation in government: Analysis of flexibility and enterprise architecture

Digital transformation (DT) is a strategic imperative for governments that aim to improve their services and efficiency. Despite high expectations regarding DT practices, there is limited empirical evidence on how governments are approaching DT in a hierarchical bureaucracy context and how flexibility is created to enable progression. In this research, we employed a case study approach to investigate and analyze DT based on relevant events occurring in a five-year period. A conceptual model was created by combining the diamond framework, the technology enactment framework, and enterprise architecture scope to facilitate the chronological analysis of these events and reflect upon the creation of flexibility. The findings indicate that DT in government spreads in waves with adaptations in different organizational elements, impacting the whole administrative system from the provincial level to the country level and including both radical and incremental changes. Flexibility increases alongside progress in DT and can be technology-enabled or policy-enabled. The creation of flexibility also depends on organizational elements and bureaucratic levels. This study advocates a cross-level view to comprehensively understand DT and offers insights to help other governments craft DT agenda.