Digital Transformation of Public Services in Albania: Evaluating the Impact of the e-Albania Platform

Abstract

This paper describes the impact of digitalization on public services in Albania. The specific platform that is studied is e-Albania. E-Albania has transformed the interaction between citizens and government services by automating many processes and reducing bureaucratic inefficiencies. It has promoted transparency in public administration. The platform offers over more than 1500 services in many sectors such as civil registration, taxation, healthcare, and business licensing. It enhances accessibility, and makes the process more efficient. Also, the platform is user-friendly. The study in this paper adopts a mixed-methods approach. It incorporates interviews with government officials and public servants and also surveys of citizens who use the platform. The paper has evaluated the effectiveness of the platform and the improvement of citizen satisfaction, government efficiency, and service accessibility. The paper finds that the platform of e-Albania has contributed to offering a better service to users. However, there are some challenges related to limited digital literacy, infrastructure, and technical problems. The paper has recommendations and future directions for the problems that are addressed. This is important for the sustainability of the digital platform and digital services.