Digital Transformation Strategy and Its Role in Developing Municipal Service Management: A Case Study of Municipalityin Oman

Abstract

Digital transformation has emerged as a critical driver of innovation and efficiency in public sector service delivery, fostering citizen-centric approaches and operational excellence. This study examines the role of digital transformation strategies in enhancing municipal service management, focusing on a case study of a municipality in Oman. Aligned with Oman Vision 2040, the research employs a qualitative approach, including interviews and document analysis, to investigate enablers, barriers, and impacts of digital transformation initiatives. The findings reveal that leadership commitment,strategic alignment, and technological readiness are key enablers, while resistance to change, digital literacy gaps, and regulatory challenges remain significant obstacles. The study highlights the potential of e-governance to transform municipal services, offering recommendations for policymakers to address identified barriers and foster inclusive digital adoption. These insights contribute to the literature on public sector innovation and provide actionable strategies for municipalities navigating their digital transformation journeys.