THE IMPACT OF DIGITAL CULTURE AND STATUS QUO TO ENHANCE PUBLIC SERVICE DELIVERY IN PAKISTAN’S PUBLIC SERVICES SECTOR

Abstract

This research study aimed to examine impact of digital culture and status quo on public service delivery in Pakistan’s public service sector. Pakistan is a developing country on the globe. It is situated in the Asian continent southernmost section. Pakistan is a federation organised into four significant provinces. However, in the context of public service delivery, the delivery of essential services by the government remains a struggle for the country’s people. The public sector in Pakistan like health, administration, education, public housing, etc. all needs reforms and changes. This study aims to explore several critical questions regarding the bureaucracy in Pakistan. Firstly, it examines the effect of digital culture on public service delivery. Secondly, it investigates the impact of the status quo on public service delivery. A descriptive research design was chosen. It is quantitative in nature, study design is cross-sectional. Data Collection was done through questioner. In this study, public sector organisations of Pakistan ministries and their attached departments in Islamabad were categorized as a population. The sampling technique employeed is purposive sampling. 127 questionnaires were prepared to distribute to head of departments. The 5 points Likert scale for the data collection. Model was tested using Partial Least Square (PLS). The composite reliability of the status quo, Digital culture and public service, the values of factor loading, composite reliability, and AVE for other variables are significant. Creating a digital culture goes beyond individual digital literacy; it involves fostering an organizational mindset that is open to experimentation, adaptable to new technologies, and resilient in the face of challenges. Future research could explore private sector settings to determine the model’s applicability across different organizational types.