The impact of digital transformation on municipal services delivery in Holy Makkah Municipality

Abstract

Digital transformation has become an important framework for business success because of its changing the way of thinking, dealing and communicating with stakeholders based on technology in all areas of work, which will improve service delivery efficiently and effectively and contribute to increased transparency and citizen satisfaction. The study aimed to identify the impact of digital transformation on municipal services delivery in Holy Makkah Municipality by knowing the concept of digital transformation and transformation in business and its motives ,  in addition to the benefits of digital transformation and obstacles and challenges facing organizations in transformation journey , the study also aimed to identify the current situation of service delivery in Holy Makkah Municipality and its steps towards digital transformation journey , and the study was based on the descriptive approach and case study,  the researcher relied on observation to collect information through his daily observation as he works as a Chief Information Officer (CIO) in Holy Makkah Municipality where this information contributed to the evaluation of the current situation. One of the most important findings of the study is the presence of bold steps from Holy Makkah Municipality represented in IT department for some attempts in digital transformation, and the need for a comprehensive vision (strategic plan) for digital transformation within Holy Makkah Municipality, and there is weak mechanism of measuring the satisfaction of beneficiaries of the services provided, also there is uses of government resource planning systems (GRP) and the document management system, the study has reached a set of recommendations, the most important of it : the need to work on adapting the digital transformation strategic plan with a set of key inputs from programs and national orientations and the strategy of the municipal sector where these inputs forms the baseline and the comprehensive perception of the role of digital transformation in enabling the realization of Strategic objectives and future expectations of Holy Makkah Municipality, for example (Vision 2030 , digital transformation strategy, digital transformation strategy in  Ministry of Municipal and Rural Affairs), as well as pushing the innovation wheel by adopting models of emerging and modern technologies and allocating appropriate budgets to them, in addition to working to raise the level, efficiency and skills of employees within Holy Makkah municipality, and attention and focus on meeting the needs of the beneficiary and at levels that exceed his expectations.