Evaluating the relationship between digitalization and public service delivery in public universities, a case of Puntland State University, somalia

Abstract

Digitalization has undergone significant evolution, transitioning from a role of administrative support to becoming a strategic force within organizations. It now impacts governance and education, fostering innovation. By adopting digital practices, universities can break physical boundaries, engage with a global student base, and position themselves as international education providers. Digitalization has notably enhanced service efficiency in public universities. This study focused on assessing how digitalization affects the delivery of services at Puntland State University in Puntland, Somalia. It aimed to investigate the resources currently utilized in digital programs and their effectiveness in enhancing service delivery at public universities in Puntland. Additionally, the research evaluated the availability and impact of digital services for students at Puntland State University. It further explored the degree of change digitalization has introduced at the university and identified the challenges faced in implementing digital services. The study employed a case study approach centered on Puntland State University, involving 61,946 students, 10 department heads, and 5 digital department officers, selecting 221 individuals as respondents. Data were gathered through questionnaires and analyzed using a descriptive survey approach. Statistical evaluations were performed with SPSS, applying both descriptive and inferential statistics, and results were displayed via means, tables, frequency distributions, and percentages. The findings showed a moderate positive correlation between the quality of resources and service delivery in Puntland's public universities, with a correlation coefficient of 0.476 (p < 0.05). Likewise, digital services and service delivery exhibited a moderate positive significant correlation, with a correlation coefficient of 0.458 (p < 0.05). The degree of digitalization was also found to have a moderate positive correlation with service delivery, as indicated by a correlation coefficient of 0.485 (p < 0.05). Furthermore, the research found a moderate positive significant correlation between the challenges associated with digitalization and service delivery, showing a correlation coefficient of 0.479 (p < 0.05). The study concluded that the four independent variables—resource status, access to digitized services, digitalization level, and digitalization challenges—accounted for 78.6% of the variation in service delivery at Puntland's public universities in Somalia. The other 21.4% of the variance was due to additional factors. Drawing from the findings, the researcher suggested boosting the provision of digital resources, improving student access to digitized services, broadening the scope of digitalization to enhance service delivery, and tackling digitalization challenges at Puntland State University. It was also recommended that future studies should concentrate on the obstacles of digitalization and explore strategies to overcome them to further enhance service delivery at public universities in Puntland State University