The impact of digital technologies on public service delivery: the role of organizational structures and decision-making

Purpose To fill a research gap in the current literature, using resource dependence theory, this study aims to investigate the role of organizational structures and decision-making processes in mediating the relationship between digital technology and service delivery in public organizations in Ghana. Design/methodology/approach The study used a quantitative technique with the use of partial least squares structural equation modelling, analysing data from a stratified random sample of 450 respondents from diverse organizations. Findings The findings show that digital technologies have a major impact on organizational structures and decision-making, resulting in improved service delivery. With an R-square value of 0.839, the measurement model shows strong validity and reliability and accounts for 83.9% of the variance in service delivery. These findings highlight the need for public organizations to implement a thorough digital transformation plan that includes cultural shifts and leadership development to maximize service delivery results. Originality/value The research offers significant contributions to theory and practice, assisting practitioners and policymakers in using digital technology to enhance public sector performance.