LASU Journal of Employment Relations and Human Resource Management
(LJERHRM)
ISSN: 2705-3482
Volume 5, No. 2, 2025
Pages 84-108
DOI: 10.36108/ljerhrm/5202.50.0260
Influence of Digital Transformation and Effective Service Delivery: Evidence from Ghanaian Public Service
Lateef Okikiola OLANIPEKUN
Department of Human Resource Management, Accra Institute of Technology, Accra, Ghana
Email: olanipekun@ait.edu.gh
Michael Adekunle ODERINDE
Department of Industrial Relations and Human Resource Management,, Lagos State University, Ojo, Nigeria,
Email: michael.oderinde@lasu.edu.ng
Abraham Israel OGBAJI
Department of Human Resource Management, University of Ghana, Accra, Ghana
Email: aogbaji@central.edu.gh
Marcel Dera MARCEL
Department of Management and Public Administration,
Central University
Email: mmarcel@central.edu.gh
Adebayo Sheriff ADEDOKUN
Department of Industrial Relations and Human Resource Management,
Lagos State University, Ojo, Nigeria,
Email: adedokunadebayosheriff@gmail.com
Abstract
Since technology has gained dominance via information communication technology as an efficient instrument for inducing effectiveness and efficiency in public service delivery, the Ghanaian government has incorporated it into the process of administering effective service delivery. This represents a move aimed at prompting development in the public service. The government has invested in digitalisation through ICT in ensuring timely operations and delivery within the Driver and Vehicle Licensing Authority. Considering the above, this study investigated the influence of digital transformation and effective service delivery with evidence from Ghanaian public service with the objective of analysing the effect of digitalisation on effective service delivery at the DVLA and investigating the relationship between digitisation and effective service delivery at the DVLA in Greater Accra region. This study was underpinned by the diffusion of innovation theory and technology acceptance theory. A total of one hundred and fifty-five (155) respondents served as unit of analysis for the study through the convenience sampling technique. Findings revealed that digitalisation significantly affects effective service delivery at the DVLA with (R2= 0.810, p-value <0.05); and that a very strong and positive relationship exist between digitalisation and effective service delivery at the DVLA in Greater Accra region with (r=0.711, p-value<0.05). The study concluded that digitalisation can improve effective delivery of service at the DVLA when the barriers hindering its effectiveness are adequately dealt with. Therefore, periodic reviews of the DVLA’s ICT infrastructure are necessary to identify areas where more work is required.
Keywords: Digitalisation, Digitisation, DVLA, Effective Service Delivery and Ghana Public Service