Digital Transformation as an Organisational Change Process in Higher Education: A Qualitative Research at a Large Public University in Poland
TL;DR
The findings indicate that digital systems are generally perceived as beneficial for operational efficiency, but they also reveal challenges related to insufficient communication, unclear procedures, and inadequate preparation for change.
Abstract
Digital transformation in higher education requires not only technology adoption but also effective organisational change management. While existing research has examined institutional strategies and technological infrastructure, limited attention has been paid to how system users perceive digitalisation during early implementation stages – a critical phase when resistance and uncertainty are most likely to emerge. This study addresses that gap by exploring user perceptions of digital transformation through the lens of change management theory. The research was conducted at a large public university in Poland undergoing digitalisation of administrative processes. An exploratory qualitative approach was adopted, involving four semi-structured interviews with administrative system users. The findings indicate that digital systems are generally perceived as beneficial for operational efficiency, but they also reveal challenges related to insufficient communication, unclear procedures, and inadequate preparation for change. These early-stage results highlight the importance of human-centered change strategies while ensuring alignment between technological implementation, organisational practices, and user competencies.