Digital public service transformation is conceived as a cure-all for typical problems faced within the public administrative contexts. Through empirical study about Guangdong’s digital public service, this study reveals that the three key drivers of digital public service transformation—technological advancements, policy support, and stakeholder demands interact in digital public service transformation. The process of Digital public service transformation institutionalization includes three aspects: organizational reform, organizational inertia and census and assessment. And it concludes that based on the interviews with frontliners in public institutions, the specific approaches to promoting the institutionalization process contains cross-departmental collaboration, optimizing workflows, simplifying organizational structures, training employees' digital capabilities, sharing and protecting data information, providing citizen-centered services and increasing public engagement. Moreover, the research validates that end-user feedback is crucial to digital public service improvement. This study fills the gap between theoretical study and practical application and offers valuable insights for future research and practical applications.
Mo et al. (Fri,) studied this question.
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