Unlocking Digital Transformation Success in the Pakistani Government Sector: A DeLone and McLean-Informed Perspective

Abstract

Digital transformation has become a strategic priority for governments seeking to improve public service delivery, operational efficiency, and organizational agility; however, the realization of its benefits depends not merely on technological investment but on the organizational capabilities and human factors that enable meaningful digital transformation. Drawing on the core technological, organizational, and people dimensions of the DeLone and McLean Information Systems Success Model, this study examines the determinants of digital transformation success by investigating AI readiness and change management as organizational antecedents, digital transformation capability as a mediating mechanism, and user experience as a moderating factor. The study contextualizes the model’s Net Benefits dimension as Digital Transformation Success. Data was collected through a structured cross-sectional survey from 370 employees of major public sector organization in Pakistan. Using PLS-SEM in SmartPLS 4.0, the study assessed the measurement and structural models, including direct, mediation, and moderation effects through 5,000 bootstrap resamples. The findings indicate that all hypothesized relationships were statistically supported, demonstrating the significance of AI readiness, change management, digital transformation capability, and user experience in shaping digital transformation success. The study contributes to the digital transformation literature by empirically contextualizing the DeLone and McLean framework within Pakistan’s public sector and highlighting the importance of integrating technological readiness, organizational change, transformation capabilities, and user experience for achieving successful digital transformation outcomes.