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The digitalization of public administrations can reduce corruption, but many efforts fail. Although the relationship between digitalization and corruption has been investigated, how corruption can be reduced in practice is given hardly any attention. Therefore, we take a different approach by investigating an in-depth case study using documents and interviewing civil servants and citizens. This study found technical and organizational issues blocking the reduction of corruption. Despite encountering technical challenges, most informants agreed that automating administrative processes and making each process step transparent resulted in less corruption. Separating concerns by having different officers conduct each process reduced corruption on the condition that direct communication between immigration officers and passport applicants was blocked. The present study concludes that organizational and technological changes should go hand in hand to reduce corruption. Specifically, the separation of concerns at the organizational and system levels is needed to prevent persons from collaborating and misusing the system. Also, regulatory modifications and suitable governance structures are necessary.
Darusalam et al. (Mon,) studied this question.