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Title Page

Abstract

Contents

I. Introduction 16

1.1. Background 16

1.2. Problem Statement 30

1.3. Research Objectives 32

1.4. Research Questions 33

1.5. Significance of the Study 33

II. Literature Review 35

2.1. ICT in Today's Society and Business 35

2.1.1. Application of ICT in Business Strategies 38

2.2. Digital Transformation 42

2.2.1. Cases of Digital Transformation in Developed Countries 48

2.3. Digital Transformation Frameworks 66

2.3.1. The Six Keys to Success Framework: 67

2.3.2. Digitization Piano Digital Business Transformation Framework 68

2.3.3. Digital Orchestra Framework 69

2.3.4. Digital Enterprise Integrative Management Framework 69

2.3.5. The Digital Reinvention Framework 70

2.3.6. Digital Innovation Strategy Framework 71

2.3.7. Technology Acceptance Model (TAM) 72

2.4. Global Impact of Coronavirus (Covid-19) 74

2.5. ICT as a Response Tool to Coronavirus (Covid-19) 75

III. Materials and Methods 78

3.1. Study Design 78

3.2. Study Population 82

3.3. Sampling Procedures and Rationale 82

3.4. Method of Data Collection 83

3.5. Data Collection Instrument 84

1. General information about respondent: 84

2. Understanding the Current Situation of digital transformation of the Ministry: 84

3. Level of IT literacy and readiness 85

3.6. Data Analysis and Presentation 85

3.7. Delphi Method 85

3.8. Ethical Considerations 86

IV. Results 87

4.1. Current Situation Analysis 87

4.1.1. Technology 88

4.1.2. Workplace Culture 92

4.1.3. Clients 98

4.2. Implications of the Current Situation 99

1. Bureaucratic delays in Work 100

2. Corruption 100

3. Government documents and information falling into wrong hands 100

4. Low Customer Satisfaction 101

5. Wastage of Institutional Resources 102

4.3. Lessons learned from the Case Study of Digital Transformation of Developed Countries 102

1. Digital transformation has accelerated and deepened as a result of the response to the pandemic. 102

2. Provision of well-defined digital transformation policies and framework 103

3. Structural and Institutional transformation must go together with Technologies 104

4. Creative use of digital technologies 104

5. Human development in digital skills and competencies 104

4.4. Proposed Digital Transformation Framework 105

4.4.1. The conceptual idea behind the Proposed Digital Transformation Framework 106

4.5. Analysis and Discussion of Evaluation Result 109

1. Simplicity 109

2. Coverage 110

3. Relevance 111

4. Effectiveness 111

4.6. Final Digital Transformation Framework 114

4.7. Feasibility Analysis of the Proposed Framework 117

4.8. Critical Success Key Factors of the Proposed Framework 124

V. Discussion and Conclusion 127

5.1. Revisiting the Research Questions 127

a. Which areas of operations or processes require digitalization? 127

b. Are staff and management prepared for the changes that come with digital transformation? 128

c. What is the level of staff technological competencies and skills? 130

d. What measures will be put in place to ensure successful implementation of digital transformation within the Ministry? 131

2.2. Expected Results 132

2.3. Barriers 132

5.4. Research Contribution 133

5.5. Limitation 135

5.6. Concluding Remarks 136

VI. References 138

Appendices 145

Appendix I. Questionnaire Survey One (For Senior Staff of Ministry of Works and Housing) 145

Appendix II. For clients of the Ministry of Works and Housing 152

Appendix III. Interview Questions 155

Appendix IV. Delphi Survey Questionnaire (Round One) 157

Action Plan 159

List of Tables

Table 1. SWOT Analysis of Estonia Digital Transformation 56

Table 2. Research Stages 79

Table 3. Statistics on Senior Staff Attendance to Work during the Covid-19 Era 95

Table 4. Delphi Survey Round One (1) 111

Table 5. Delphi Survey Round Two (2) 113

Table 6. The Strategy for Implementing the Framework 115

Table 7. Political Feasibility 118

Table 8. Economic Feasibility 119

Table 9. Social Feasibility 120

Table 10. Technological Feasibility 121

Table 11. Comparison of Traditional Method and Digitized Method 124

Table 12. Time Table for the Execution of Action Plan 161

List of Figures

Figure 1. Distribution of digital skills across European Countries, Eurostat, 2019 21

Figure 2. Digital Transformation Process of Estonia, PWC Estonia 2019 53

Figure 3. Acceleration of Digital Transformation before and after Covid-19. ITU Academy, 2021 60

Figure 4. Project focus areas of the Korean New Deal 61

Figure 5. Digital Reinvention Framework. 71

Figure 6. Research Design 79

Figure 7. Adoption of Smart Workplace within the Ministry of Works and Housing 90

Figure 8. Challenges of Staff when using IT systems 90

Figure 9. Manual Signing Book for Staff Attendance 93

Figure 10. Excel worksheet for analyzing staff attendance 93

Figure 11. Distribution of Lateness of Senior Staff. 95

Figure 12. Use of Personal IT devices for Official duties 97

Figure 13. Manual Form used by the Classification Unit of the Ministry 98

Figure 14. Clients access to Online Services 99

Figure 15. Initial Proposed Digital Transformation Framework 106

Figure 16. Conceptual Idea for the Digital Transformation Framework 107

Figure 17. Breakdown of the Conceptual Idea for the Framework 109

Figure 18. Final Proposed Digital Transformation Framework 115

초록보기

Digital transformation is now the current trend used by most organizations as it has become essential for enterprises and organizations' growth in a world where technology is the new normal. It is characterized by the usage of emerging and regularly changing technologies to address a specific organizational need. Its impacts within an organization are undeniable and it provides enormous benefits like improved productivity and performance, increases customer satisfaction through the provision of high-quality customer services as well as enhances system flexibility. Digital transformation has become popular among many organizations in recent years and with the emerging of the deadly Coronavirus (Covid-19), digital transformation is now a top priority for most businesses. In this research paper, the researcher examine and try to understand the level of digitization and e-readiness of the staff of the Ministry of Works and Housing (MWH), Ghana.

The research also seeks to investigate the impact of Coronavirus on the administrative processes and procedures of MWH and how technology was used as a response tool. Finally, it helped to understand the technological challenges faced by the Ministry's staff and its clients and an appropriate solution was recommended. In other to achieve this, a total of fifty (50) senior staff of the Ministry were surveyed to ascertain the level of Coronavirus impact, technological readiness, and the level of technological involvement in the daily operations of the Ministry. Clients of the Ministry (general public) were also surveyed to understand the current service delivery standards and client satisfaction of the Ministry.

In other to propose a practical digital transformation framework, the digital transformation process and policies of the Republic of Estonia, South Korea, the European Union and New Zealand were reviewed to understand the challenges and successes of their digital transformation process and the role they played the in the fight of Covid-19. The data gathered then informed a decision to propose a digital transformation framework through the examination of various digital transformation frameworks and policies. An action plan for the execution and implementation of digital transformation within the Ministry was included to serve as a roadmap.

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