Digitalization is fundamentally reshaping public administration, transforming government, citizen dynamics. This empirical study investigates how digitalization enhances accountability and efficiency in public services, crucial for modernized governance. Integrating e,governance, public value, and organizational efficiency principles, the research hypothesizes that digital technologies significantly improve transparency and operational effectiveness. A quantitative survey of 250 public service managers in Iran measured digital adoption, accountability indicators (transparency, citizen engagement), and efficiency metrics (process automation, resource optimization). Statistical analysis revealed a significant positive relationship between digitalization levels and both accountability and efficiency. Key findings indicate that open data initiatives and advanced analytics strongly correlate with increased transparency and citizen participation. Furthermore, process automation positively impacted service delivery speed and cost-effectiveness. The study underscores the strategic importance of investing in digital infrastructure and digital literacy within public organizations to achieve critical public governance objectives. Despite limitations, the research provides strong evidence for digitalization’s transformative potential in delivering better public outcomes.
Khyareh et al. (Sun,) studied this question.