Digital Transformation and Public Service Delivery in Brazil

This article analyzes the digital transformation process of public services in the Brazilian federal government. Based on a survey with 85 federal organizations, 1,740 public services are examined according to different factors that explain why a certain public service is digitalized. We discuss the transition from an e‐government to a digital policy, listing the limits related to agent preferences in public policies. The article discusses digital transformation in governments as a process of institutional change in public organizations, taking into account the role of agents, the contexts of choices, and the factors that explain the decision to digitize public services.