Consequences of Digital Governance with an E-Government Approach in Public Organizations of Mazandaran Province

Abstract

This study aimed to identify and explain the consequences of establishing and expanding digital governance through an e-government approach in public organizations of Mazandaran Province. This qualitative study was conducted using grounded theory and the Strauss and Corbin paradigmatic model. The potential participants comprised 20 managers, senior experts, and specialists in information technology, e-government, and public administration in Mazandaran Province, from whom 12 participants were selected through criterion-based purposive sampling. The inclusion criteria were at least five years of managerial experience, practical involvement in designing or implementing digitalization projects, and direct familiarity with the province’s administrative structure. Data were collected through in-depth semi-structured interviews, which continued until theoretical saturation was achieved. Data analysis was performed through open, axial, and selective coding. To enhance reliability, two coders independently analyzed the interviews, and disagreements were resolved through discussion and consensus. Member checking and peer review were also employed to strengthen the credibility of the findings. The analysis yielded 165 open codes and three axial categories. First, “improvement in service quality and organizational efficiency” indicated that digital governance enhances public-sector performance by accelerating administrative processes, eliminating redundant procedures, reducing service time and costs, expanding remote and round-the-clock services, minimizing human errors, and increasing organizational agility and productivity. Second, “data-driven governance and transparency” reflected the contribution of integrated information systems, data analytics, evidence-based decision-making, real-time monitoring, process traceability, greater financial and administrative transparency, and reduced corruption and discretionary decision-making. Third, “public satisfaction and trust” demonstrated that improved service delivery and transparency ultimately increase citizen satisfaction, reinforce social trust, and strengthen government–citizen interactions. The consequences of digital governance constitute a multilevel and sequential process in which operational improvements in public services facilitate transparent, data-driven governance and ultimately enhance public satisfaction and trust. Accordingly, simultaneous investment in electronic service infrastructure, integrated data systems, transparency mechanisms, and data-based monitoring can provide an effective foundation for the digital transformation of public organizations in Mazandaran Province.