Digital transformation model: The study of the governmental agency in a developing country

Abstract

Embracing digital transformation is imperative for governments seeking to enhance service delivery and improve their operational efficiency in the digital age (Chen et al., 2021; Velmurugan et al., 2022). This study investigates factors influencing the use of digital technology in operations and customer service within Thailand’s Office of the Welfare Promotion Commission for Teachers and Educational Personnel (OTEP). Five key factors — attitude, tech literacy, organizational culture, leadership, and technology facilities — affect hardware, software, and data warehouse usage among OTEP staff. Data was collected through a questionnaire and analyzed using confirmatory factor analysis and structural equation modeling (SEM), revealing age-related differences. The findings indicate moderate digital technology readiness within OTEP, with a prevalent negative attitude toward data warehouse use among employees. Technology facilities, tech literacy, leadership, and organizational culture significantly impact digital technology utilization. However, for young OTEP employees, attitude, tech literacy, and leadership have no significant effect on data warehouse consumption. This underscores challenges in fostering human resource development, particularly in the digital technology realm, as the majority of government agency personnel in Thailand are of a certain age. Embracing digital technology is crucial for improving organizational performance, especially in large government agencies.