Response rates for primary model variables (n = 124)
| Variables | Items | % |
|---|---|---|
| GOV_TYPE (Klijn and Koppenjan, 2012) | Associated | 84.68% |
| Autonomous | 15.32% | |
| NET_INT (Cristofaro et al., 2025; Koliba et al., 2017) | Command-and-control | 33.06% |
| Concession-and-compromise | 0.00% | |
| Cooperation-and-collaboration | 40.32% | |
| Competition | 26.61% | |
| DIG_LEV (Tosi, 2009) | No digitalization is present | 51.61% |
| Digitalization is available for simple operations | 46.77% | |
| Digitalization is available for both simple and complex operations | 1.61% |
| Variables | Items | % |
|---|---|---|
| GOV_TYPE ( | Associated | 84.68% |
| Autonomous | 15.32% | |
| NET_INT ( | Command-and-control | 33.06% |
| Concession-and-compromise | 0.00% | |
| Cooperation-and-collaboration | 40.32% | |
| Competition | 26.61% | |
| DIG_LEV ( | No digitalization is present | 51.61% |
| Digitalization is available for simple operations | 46.77% | |
| Digitalization is available for both simple and complex operations | 1.61% |
| Likert scale (1–5) | M | 1 | 2 | 3 | 4 | 5 | |
|---|---|---|---|---|---|---|---|
| NET_PER (Tosi, 2009) | Cost savings | 3.68 | 8.87% | 1.61% | 40.32% | 11.29% | 37.90% |
| Faster case handling | 3.91 | 6.45% | 1.61% | 18.55% | 41.13% | 32.26% | |
| Redundancy removal | 3.47 | 5.65% | 3.23% | 19.19% | 22.58% | 19.35% | |
| Specialized staff | 3.78 | 3.23% | 6.45% | 18.55% | 52.42% | 19.35% | |
| Staff optimization | 3.62 | 9.68% | 2.42% | 32.26% | 27.42% | 28.23% | |
| Easy access | 3.56 | 0.81% | 8.87% | 45.97% | 21.77% | 22.58% | |
| Better coordination | 3.75 | 5.65% | 2.42% | 36.29% | 22.58% | 33.06% | |
| Stronger user engagement | 3.28 | 1.61% | 11.29% | 56.45% | 18.55% | 12.10% | |
| Better service monitoring | 3.35 | 12.10% | 6.45% | 38.71% | 19.35% | 23.39% | |
| Increased transparency | 3.74 | 0.81% | 5.65% | 36.29% | 33.06% | 24.19% | |
| Improved knowledge sharing | 3.48 | 6.45% | 2.42% | 45.97% | 27.42% | 17.74% | |
| DIG_PER (Tosi, 2009) | Faster case handling | 4.00 | 0.00% | 1.67% | 31.67% | 31.67% | 35.00% |
| Redundancy removal | 3.87 | 0.00% | 5.00% | 33.33% | 31.67% | 30.00% | |
| Staff optimization | 3.28 | 5.00% | 3.33% | 65.00% | 11.67% | 15.00% | |
| Better service monitoring | 3.28 | 16.67% | 0.00% | 38.33% | 28.33% | 16.67% | |
| Increased transparency | 4.15 | 0.00% | 0.00% | 40.00% | 5.00% | 55.00% |
| Likert scale (1–5) | M | 1 | 2 | 3 | 4 | 5 | |
|---|---|---|---|---|---|---|---|
| NET_PER ( | Cost savings | 3.68 | 8.87% | 1.61% | 40.32% | 11.29% | 37.90% |
| Faster case handling | 3.91 | 6.45% | 1.61% | 18.55% | 41.13% | 32.26% | |
| Redundancy removal | 3.47 | 5.65% | 3.23% | 19.19% | 22.58% | 19.35% | |
| Specialized staff | 3.78 | 3.23% | 6.45% | 18.55% | 52.42% | 19.35% | |
| Staff optimization | 3.62 | 9.68% | 2.42% | 32.26% | 27.42% | 28.23% | |
| Easy access | 3.56 | 0.81% | 8.87% | 45.97% | 21.77% | 22.58% | |
| Better coordination | 3.75 | 5.65% | 2.42% | 36.29% | 22.58% | 33.06% | |
| Stronger user engagement | 3.28 | 1.61% | 11.29% | 56.45% | 18.55% | 12.10% | |
| Better service monitoring | 3.35 | 12.10% | 6.45% | 38.71% | 19.35% | 23.39% | |
| Increased transparency | 3.74 | 0.81% | 5.65% | 36.29% | 33.06% | 24.19% | |
| Improved knowledge sharing | 3.48 | 6.45% | 2.42% | 45.97% | 27.42% | 17.74% | |
| DIG_PER ( | Faster case handling | 4.00 | 0.00% | 1.67% | 31.67% | 31.67% | 35.00% |
| Redundancy removal | 3.87 | 0.00% | 5.00% | 33.33% | 31.67% | 30.00% | |
| Staff optimization | 3.28 | 5.00% | 3.33% | 65.00% | 11.67% | 15.00% | |
| Better service monitoring | 3.28 | 16.67% | 0.00% | 38.33% | 28.33% | 16.67% | |
| Increased transparency | 4.15 | 0.00% | 0.00% | 40.00% | 5.00% | 55.00% |
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