Digitalization in public administration institutions

Abstract

There is no doubt that digitalization processes make positive effects on the development of a company as emphasized and evidenced by many research papers and studies. However, there are a few empirical research studies on digitalization in the public sector, particularly in public administration institutions. Therefore, the present research aims to identify and compare the level of digitalization in four national public administration institutions: the State Revenue Service, the Office of Citizenship and Migration Affairs, the State Social Insurance Agency and the State Employment Agency. In Latvia, very good technical solutions and a broadband mobile Internet network are available, the number of Internet users increases all over the world every year, but are they widely used by public administration institutions to provide consumers with appropriate digital services? The State Revenue Service has reached the highest level of maturity in digitalization, and the institution has also allocated the most funds from its budget to information technologies and the maintenance of their systems. The level of digitalization is low in the State Employment Agency and the Office of Citizenship and Migration Affairs. The public requires public administration services to be available digitally on a 24-hour/7day basis.