The Impact of Digital Transformation on Public Sector Governance: A Study on the Role of Technology in Enhancing Transparency and Accountability

Background: Digital transformation is increasingly recognized as a catalyst for reform in the public sector, enhancing transparency, accountability, and service delivery. In Pakistan, initiatives such as the Pakistan Citizen Portal and e-Office represent significant steps toward digital governance. Objective: This study examined the influence of digital transformation on governance outcomes in Pakistan, with a particular focus on transparency and accountability. Methods: A mixed-methods design was employed. Survey data were collected from 400 respondents (200 government employees and 200 citizens), complemented by 15 semi-structured interviews with policymakers, IT officers, and bureaucrats. Quantitative data were analyzed using SPSS for descriptive statistics, Pearson correlation, and regression analysis, while qualitative data were thematically analyzed. Results: Respondents reported strong perceptions of improvement in transparency (mean = 4.21) and accessibility (mean = 4.12). Correlation analysis showed significant associations between service quality and transparency (r = 0.68, p < 0.001) and between efficiency of processes and accountability (r = 0.61, p < 0.001). Interviews further highlighted enhanced citizen trust, reduced corruption, and organizational standardization, but also revealed challenges such as resistance to change, inadequate training, and limited infrastructure. Conclusion: Digital transformation has substantially strengthened transparency and citizen trust in Pakistan’s public sector; however, accountability outcomes remain constrained by institutional barriers. Sustained leadership, employee training, infrastructure investment, and citizen engagement are essential for long-term digital governance success.