[MINDSETS IN MOTION: EVALUATING THE IMPACT OF DIGITAL TRANSFORMATION ON MUNICIPAL SERVICE MANAGEMENT AND ORGANISATIONAL BEHAVIOUR IN OMAN] ANJAKAN PEMIKIRAN: PENILAIAN IMPAK TRANSFORMASI DIGITAL TERHADAP PENGURUSAN PERKHIDMATAN PERBANDARAN DAN TINGKAH LAKU ORGANISASI DI OMAN

Abu Dardaa Mohamad, Abdullah Said Salem Almashekhi, Hasanah Abd Khafidz, Siti Aishah Yahya, Khazri Osman

Abstract


Abstract 

Digital transformation has emerged as a critical driver of innovation, efficiency, and citizen engagement in public sector service delivery. This study investigates the role of digital transformation strategies in enhancing municipal service management in Oman, in alignment with the objectives of Oman Vision 2040. Using a qualitative case study approach, data were collected through semi-structured interviews with municipal stakeholders and supported by document analysis of strategic plans and national digital policies. The findings reveal that leadership commitment, strategic alignment, technological readiness, and citizen-centric service design are key enablers of successful digital transformation. Conversely, organizational resistance, digital literacy gaps, system interoperability issues, cybersecurity concerns, and regulatory constraints remain significant challenges. The study further demonstrates how digital transformation contributes to improved operational efficiency, service accessibility, and citizen satisfaction through e-governance initiatives. The novelty of this study lies in its integration of the Technology-Organization-Environment (TOE) framework and digital governance perspectives within the municipal context of Oman, an area that remains underexplored in existing literature. Unlike previous studies that focus primarily on national-level digital transformation, this research provides empirical evidence from municipal governance and highlights the interaction between organizational, technological, and regulatory factors in shaping digital transformation outcomes. The study contributes to West Asian Studies by offering context-specific insights into public sector modernization in the Gulf region and advancing understanding of how digital transformation supports governance reform, sustainable development, and citizen-centred service delivery under Oman Vision 2040.

Keywords: Digitalisation; Oman Vision 2040; e-Governance; Public Sector Innovation; Mind-set  Change.

 


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