An Empirical Case Study of Digital Government Transformation in Saudi Arabia

Abstract

Digital transformation has emerged as a key driver of modernization in the private and public sectors. In recent years, governments worldwide have turned to digital technologies to improve efficiency, reduce costs, and enhance citizen engagement. Saudi Arabia, through Vision 2030, launched one of the most ambitious national digital transformation programs, aiming to reposition the country as a leading digital government. The Saudi government initiated a wide range of digital initiatives across ministries, agencies, and public institutions—marking a critical period of structural, technological, and cultural change in the public sector. Despite the scale and significance of this transformation, academic research on Saudi Arabia’s DT efforts remains limited. Most available insights are derived from media reports, conference presentations, or informal commentary, with minimal empirical evaluation. This study addresses that gap by conducting a comprehensive qualitative case study to assess the progress, challenges, and outcomes of digital government transformation in Saudi Arabia during the 2017–2020 period. This research examines digital transformation in the public sector of an emerging economy. It highlights three essentials: institutional coordination, systems to track progress, and long-term investment in digital skills and infrastructure. The researcher interviewed staff from the digital unit and ministry teams, conducted fieldwork, and analyzed official documents and websites. The findings indicate substantial progress in digitizing public services and enhancing user access. However, persistent challenges remain, particularly in data integration, policy alignment, and inter-agency collaboration.