Digital transformation in public institutions is increasingly understood as a socio-technical and organizational process rather than a purely technological upgrade. This study presents the design of an ICT-based digital transformation roadmap aimed at improving administrative efficiency and citizen service delivery in a municipal public utility in Ecuador. A mixed-methods diagnostic approach was adopted, combining qualitative evidence from direct observation and a semi-structured interview with the head of the IT department, and quantitative data from a structured online survey administered to citizens. Baseline Key Performance Indicators (KPIs) were established using institutional records, service logs, and workflow analysis conducted over a three-month diagnostic window. Post-implementation KPI values are explicitly treated as ex ante projections, derived from process redesign analysis, benchmarking with comparable public utilities, and scenario-based assumptions, rather than empirically observed outcomes. The empirical results demonstrate high citizen readiness and acceptance of proposed digital services, including remote service portals, electronic invoicing, and automated support channels. The projected operational improvements—such as reductions in response and administrative processing times and increased digital transaction rates—are therefore presented as expected performance scenarios. A risk and alternative scenario analysis further examines how organizational constraints, resource availability, governance capacity, and change-management factors may moderate these outcomes. The study contributes a transparent and replicable framework for diagnosing digital readiness and planning ICT-driven transformation initiatives in resource-constrained public utilities, while emphasizing the need for future longitudinal validation using post-implementation data.
Carreño et al. (Tue,) studied this question.