Chapter 5: The Impact of Implementing Digital Transformation on the Quality of Government Service Provision in the Palestinian Ministry of Higher Education and Scientific Research

This study investigates the impact of digital transformation on the quality of government services provided by the Palestinian Ministry of Higher Education and Scientific Research. Using a descriptive-analytical approach, data were collected via a comprehensive survey of the ministry’s 205 employees across various positions. Grounded in resource theory and technological determinism, the study highlights the role of technological capabilities in enhancing public service quality. Findings reveal that digital transformation has a direct and positive impact on service quality, with the application of digital transformation scoring moderately at 3.454 and service delivery quality rated at 3.541 from the employees’ perspective. The study emphasizes the need for improved alignment between strategic objectives and digital transformation to maximize benefits. Key recommendations include increasing public awareness about digital transformation’s importance, encouraging employees to embrace it as part of their work culture, and enhancing the ministry’s capacity to integrate new technologies with existing systems. The study also suggests involving external experts to strengthen collaboration and knowledge exchange, ensuring the sustainability and effectiveness of digital initiatives. These steps are essential for leveraging digital transformation to deliver higher-quality government services and meet evolving public needs.