EVALUATING RELATIONSHIP BETWEEN DIGITALIZATION AND PUBLIC SERVICE DELIVERY IN PUBLIC UNIVERSITIES, A CASE OF PUNTLAND STATE UNIVERSITY, SOMALIA
EVALUATING RELATIONSHIP BETWEEN DIGITALIZATION AND PUBLIC SERVICE DELIVERY IN PUBLIC UNIVERSITIES, A CASE OF PUNTLAND STATE UNIVERSITY, SOMALIA
Yusuf Ibrahim Salah - Master’s Student, Public Administration and Management, Mount Kenya University, Kenya
Dr. Ruth Winnie Munene - Lecturer, Mount Kenya University, Kenya
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. 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 227 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). The study recommends that the scope of digitalization should be broadened to enhance service delivery and tackle digitalization challenges at Puntland State University to enhance service delivery at public universities in Puntland State University, Somalia.
