When digitalisation enhances public (in)efficiency

Purpose – This paper investigates the implementation of e-government and examines the challenges, benefits, and overall impact of this digital transformation in the public sector. It explores the factors steering digitalisation, the limitations in implementing e-government and the reasons for value destruction in the public administration. Design/methodology/approach – The paper employs a ten-year longitudinal case study methodology to examine the implementation of e-government in an Italian medium-sized, examining the evolving dynamics and challenges over time through semi-structured interviews with key informants (e.g. officers, managers, and employees). Additionally, internal documents and public information enhance data triangulation. Data analysis employs West’s four-stage model (2004) as a framework for improving the understanding of the results of the IT implementation process. Findings – Despite efforts to reduce costs, time, and bureaucracy, the validation process persisted ten years after the introduction of information technology tools. The duration decreased by only one day, and the quality of the service to citizens did not improve. Regarding factors hampering the process, the findings highlighted concerns about governance’s mismanagement in all implementation phases. Originality/value – The paper focuses on the challenges and limitations of e-government implementation. It highlights the gap in the literature regarding the analysis of failed or partially successful digital transformation initiatives. The research contributes to a deeper understanding of the factors hindering digital transformation in public administration and leading to the destruction of public value.