DefinePK

Abstract

This study investigates the impact of digital governance on service delivery effectiveness in local governments, with transparency and accountability examined as parallel mediators. Drawing on Institutional Theory and Public Value Theory, the research argues that technological reforms alone cannot guarantee improved services unless supported by governance mechanisms that foster openness and responsibility. Data were collected from 300 employees of local government and municipal organizations in Pakistan through a structured survey, using stratified random sampling. Descriptive statistics, correlation analysis, confirmatory factor analysis, and Hayes’ PROCESS Macro (Model 4) were employed to test the hypotheses. Results demonstrate that digital governance has a significant positive effect on service delivery effectiveness, with transparency and accountability both playing significant mediating roles. The findings confirm that digital reforms improve service delivery not only by streamlining processes but also by making operations visible and holding officials accountable. The study contributes to theory by extending the literature on digital governance and mediation, while offering practical and policy insights for strengthening local government performance in developing economies. Limitations and directions for future research are also discussed.