Digital transformation in government services represents a strategic shift that leverages digital technologies to enhance efficiency, accessibility, convenience, and user-centricity. In the wake of the COVID-19 pandemic, many governments accelerated the digitisation of services to support remote access and social distancing. Governments typically
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Digital transformation in government services represents a strategic shift that leverages digital technologies to enhance efficiency, accessibility, convenience, and user-centricity. In the wake of the COVID-19 pandemic, many governments accelerated the digitisation of services to support remote access and social distancing. Governments typically progress from digitisation (converting physical processes into digital formats) to digitalisation (automating service delivery and improving process efficiency), and ultimately to full digital transformation, where services are completed instantly and entirely online. However, varying levels of maturity across countries influence service outcomes differently, and indicators related to service quality, convenience, and security remain underexamined, particularly in developing contexts. This study addresses these gaps by examining Kuwait’s progress along the digitalisation–digital transformation continuum. It investigates current trends and user preferences in the use of digital government services based on empirical quantitative data collected from users in Kuwait. Specifically, the research objectives are fourfold: (i) to identify crucial outcome metrics for the success of digital government services, (ii) to assess user evaluations of these services according to these metrics, (iii) to examine significant differences between digital transformation and digitalisation services, and (iv) to develop and empirically test a model for evaluating digital transformation success. Drawing on established Information Systems’ (ISs’) success perspectives, a customised conceptual model incorporating six outcome metrics in three domains—service-related (user satisfaction, service quality), convenience-related (accessibility, ease of use), and security-related (perceived security, perceived trust)—was developed. A survey of 378 users of digital government services in Kuwait was conducted to compare perceptions across service types using independent-samples
t-tests and linear regression analyses. The study found that users primarily accessed government services through smartphones and dedicated applications, highlighting the importance of mobile optimisation, and showed a clear preference for real-time, fully automated services over those requiring extended approval processes. The results indicate that digital transformation services significantly outperform digitalisation services across five outcome metrics—satisfaction, service quality, accessibility, ease of use, and perceived security—while trust remains consistent across both. These findings underscore the importance of advancing comprehensive digital transformation to enhance public service delivery. Practical recommendations are provided to support Kuwait’s digital government strategy. Given the purposive sampling and cross-sectional, comparative design, the findings should be interpreted with caution, and future studies are encouraged to apply probability-based sampling and more advanced multivariate techniques (e.g., structural equation modelling) to validate and extend the proposed model.
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