{"id":"https://openalex.org/W7133339875","doi":"https://doi.org/10.3390/systems14030270","title":"Designing an ICT-Based Digital Transformation Roadmap for Administrative Process Optimization in a Municipal Public Utility","display_name":"Designing an ICT-Based Digital Transformation Roadmap for Administrative Process Optimization in a Municipal Public Utility","publication_year":2026,"publication_date":"2026-03-03","ids":{"openalex":"https://openalex.org/W7133339875","doi":"https://doi.org/10.3390/systems14030270"},"language":"en","primary_location":{"id":"doi:10.3390/systems14030270","is_oa":true,"landing_page_url":"https://doi.org/10.3390/systems14030270","pdf_url":"https://www.mdpi.com/2079-8954/14/3/270/pdf?version=1772529036","source":{"id":"https://openalex.org/S4210219410","display_name":"Systems","issn_l":"2079-8954","issn":["2079-8954"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.mdpi.com/2079-8954/14/3/270/pdf?version=1772529036","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5125719978","display_name":"Oscar Moncayo Carre\u00f1o","orcid":null},"institutions":[{"id":"https://openalex.org/I92560967","display_name":"Universidad T\u00e9cnica Estatal de Quevedo","ror":"https://ror.org/05qrwjj27","country_code":"EC","type":"education","lineage":["https://openalex.org/I92560967"]}],"countries":["EC"],"is_corresponding":false,"raw_author_name":"Oscar Moncayo Carre\u00f1o","raw_affiliation_strings":["Faculty of Social, Economic and Financial Sciences, State Technical University of Quevedo, Quevedo 120512, Ecuador"],"raw_orcid":"https://orcid.org/0000-0003-3189-8151","affiliations":[{"raw_affiliation_string":"Faculty of Social, Economic and Financial Sciences, State Technical University of Quevedo, Quevedo 120512, Ecuador","institution_ids":["https://openalex.org/I92560967"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5079009165","display_name":"Cristian Zambrano\u2010Vega","orcid":"https://orcid.org/0000-0001-8568-8024"},"institutions":[{"id":"https://openalex.org/I92560967","display_name":"Universidad T\u00e9cnica Estatal de Quevedo","ror":"https://ror.org/05qrwjj27","country_code":"EC","type":"education","lineage":["https://openalex.org/I92560967"]}],"countries":["EC"],"is_corresponding":true,"raw_author_name":"Cristian Zambrano-Vega","raw_affiliation_strings":["Faculty of Computer Sciences, State Technical University of Quevedo, Quevedo 120512, Ecuador"],"raw_orcid":"https://orcid.org/0000-0001-8568-8024","affiliations":[{"raw_affiliation_string":"Faculty of Computer Sciences, State Technical University of Quevedo, Quevedo 120512, Ecuador","institution_ids":["https://openalex.org/I92560967"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5039381514","display_name":"Byron Oviedo","orcid":"https://orcid.org/0000-0002-5366-5917"},"institutions":[{"id":"https://openalex.org/I92560967","display_name":"Universidad T\u00e9cnica Estatal de Quevedo","ror":"https://ror.org/05qrwjj27","country_code":"EC","type":"education","lineage":["https://openalex.org/I92560967"]}],"countries":["EC"],"is_corresponding":false,"raw_author_name":"Byron Oviedo","raw_affiliation_strings":["Faculty of Computer Sciences, State Technical University of Quevedo, Quevedo 120512, Ecuador"],"raw_orcid":"https://orcid.org/0000-0002-5366-5917","affiliations":[{"raw_affiliation_string":"Faculty of Computer Sciences, State Technical University of Quevedo, Quevedo 120512, Ecuador","institution_ids":["https://openalex.org/I92560967"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5125700064","display_name":"Betty Briones Gavilanez","orcid":null},"institutions":[{"id":"https://openalex.org/I92560967","display_name":"Universidad T\u00e9cnica Estatal de Quevedo","ror":"https://ror.org/05qrwjj27","country_code":"EC","type":"education","lineage":["https://openalex.org/I92560967"]}],"countries":["EC"],"is_corresponding":false,"raw_author_name":"Betty Briones Gavilanez","raw_affiliation_strings":["Faculty of Graduate Programs, State Technical University of Quevedo, Quevedo 120512, Ecuador"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Graduate Programs, State Technical University of Quevedo, Quevedo 120512, Ecuador","institution_ids":["https://openalex.org/I92560967"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5079009165"],"corresponding_institution_ids":["https://openalex.org/I92560967"],"apc_list":{"value":1600,"currency":"CHF","value_usd":1732},"apc_paid":{"value":1600,"currency":"CHF","value_usd":1732},"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.3261848,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"14","issue":"3","first_page":"270","last_page":"270"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.7304999828338623,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.7304999828338623,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11479","display_name":"Smart Cities and Technologies","score":0.04010000079870224,"subfield":{"id":"https://openalex.org/subfields/2214","display_name":"Media Technology"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T14147","display_name":"Innovative Approaches in Technology and Social Development","score":0.035599999129772186,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/benchmarking","display_name":"Benchmarking","score":0.6478999853134155},{"id":"https://openalex.org/keywords/digital-transformation","display_name":"Digital transformation","score":0.5857999920845032},{"id":"https://openalex.org/keywords/workflow","display_name":"Workflow","score":0.564300000667572},{"id":"https://openalex.org/keywords/public-service","display_name":"Public service","score":0.4943000078201294},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.4625999927520752},{"id":"https://openalex.org/keywords/public-sector","display_name":"Public sector","score":0.4603999853134155},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.4307999908924103},{"id":"https://openalex.org/keywords/corporate-governance","display_name":"Corporate governance","score":0.3716000020503998}],"concepts":[{"id":"https://openalex.org/C86251818","wikidata":"https://www.wikidata.org/wiki/Q816754","display_name":"Benchmarking","level":2,"score":0.6478999853134155},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.6220999956130981},{"id":"https://openalex.org/C126082660","wikidata":"https://www.wikidata.org/wiki/Q4252370","display_name":"Digital transformation","level":2,"score":0.5857999920845032},{"id":"https://openalex.org/C177212765","wikidata":"https://www.wikidata.org/wiki/Q627335","display_name":"Workflow","level":2,"score":0.564300000667572},{"id":"https://openalex.org/C2780110086","wikidata":"https://www.wikidata.org/wiki/Q161837","display_name":"Public service","level":2,"score":0.4943000078201294},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.4625999927520752},{"id":"https://openalex.org/C147859227","wikidata":"https://www.wikidata.org/wiki/Q294217","display_name":"Public sector","level":2,"score":0.4603999853134155},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.45489999651908875},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4307999908924103},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.41909998655319214},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.3806000053882599},{"id":"https://openalex.org/C39389867","wikidata":"https://www.wikidata.org/wiki/Q380767","display_name":"Corporate governance","level":2,"score":0.3716000020503998},{"id":"https://openalex.org/C121017731","wikidata":"https://www.wikidata.org/wiki/Q11661","display_name":"Information technology","level":2,"score":0.30469998717308044},{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.2946000099182129},{"id":"https://openalex.org/C2779508350","wikidata":"https://www.wikidata.org/wiki/Q6041185","display_name":"Institutional analysis","level":2,"score":0.28999999165534973},{"id":"https://openalex.org/C206345919","wikidata":"https://www.wikidata.org/wiki/Q20380951","display_name":"Resource (disambiguation)","level":2,"score":0.2892000079154968},{"id":"https://openalex.org/C2780156850","wikidata":"https://www.wikidata.org/wiki/Q2144097","display_name":"Technology roadmap","level":2,"score":0.28040000796318054},{"id":"https://openalex.org/C48243021","wikidata":"https://www.wikidata.org/wiki/Q932522","display_name":"Strategic planning","level":2,"score":0.2786000072956085},{"id":"https://openalex.org/C31196326","wikidata":"https://www.wikidata.org/wiki/Q7257916","display_name":"Public institution","level":2,"score":0.27399998903274536},{"id":"https://openalex.org/C165672731","wikidata":"https://www.wikidata.org/wiki/Q25047583","display_name":"Organizational performance","level":2,"score":0.26660001277923584},{"id":"https://openalex.org/C198477413","wikidata":"https://www.wikidata.org/wiki/Q7647069","display_name":"Survey data collection","level":2,"score":0.2621000111103058},{"id":"https://openalex.org/C3307092","wikidata":"https://www.wikidata.org/wiki/Q6532095","display_name":"Service innovation","level":3,"score":0.25850000977516174},{"id":"https://openalex.org/C85345410","wikidata":"https://www.wikidata.org/wiki/Q851587","display_name":"Business process","level":3,"score":0.25450000166893005},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.25110000371932983}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.3390/systems14030270","is_oa":true,"landing_page_url":"https://doi.org/10.3390/systems14030270","pdf_url":"https://www.mdpi.com/2079-8954/14/3/270/pdf?version=1772529036","source":{"id":"https://openalex.org/S4210219410","display_name":"Systems","issn_l":"2079-8954","issn":["2079-8954"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Systems","raw_type":"journal-article"},{"id":"pmh:oai:doaj.org/article:573194301f6f403194a8f529819eb7dc","is_oa":true,"landing_page_url":"https://doaj.org/article/573194301f6f403194a8f529819eb7dc","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Systems, Vol 14, Iss 3, p 270 (2026)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.3390/systems14030270","is_oa":true,"landing_page_url":"https://doi.org/10.3390/systems14030270","pdf_url":"https://www.mdpi.com/2079-8954/14/3/270/pdf?version=1772529036","source":{"id":"https://openalex.org/S4210219410","display_name":"Systems","issn_l":"2079-8954","issn":["2079-8954"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Systems","raw_type":"journal-article"},"sustainable_development_goals":[],"awards":[],"funders":[{"id":"https://openalex.org/F2099435193","display_name":"Universidad T\u00e9cnica Estatal de Quevedo","ror":"https://ror.org/05qrwjj27"}],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7133339875.pdf","grobid_xml":"https://content.openalex.org/works/W7133339875.grobid-xml"},"referenced_works_count":18,"referenced_works":["https://openalex.org/W3110255571","https://openalex.org/W3120862512","https://openalex.org/W3183957094","https://openalex.org/W4390743685","https://openalex.org/W4404321549","https://openalex.org/W4405309386","https://openalex.org/W4406957942","https://openalex.org/W4407052662","https://openalex.org/W4407385882","https://openalex.org/W4413328229","https://openalex.org/W4413344583","https://openalex.org/W4417034745","https://openalex.org/W7083577736","https://openalex.org/W7084496264","https://openalex.org/W7117652837","https://openalex.org/W7117971497","https://openalex.org/W7118189564","https://openalex.org/W7125703734"],"related_works":[],"abstract_inverted_index":{"Digital":[0],"transformation":[1,29,213],"in":[2,40,45,159,215],"public":[3,43,120,217],"institutions":[4],"is":[5],"increasingly":[6],"understood":[7],"as":[8,108,157,172],"a":[9,16,41,60,74,98,201],"socio-technical":[10],"and":[11,36,59,70,93,122,137,149,161,165,178,191,203,210],"organizational":[12,185],"process":[13,114],"rather":[14,125],"than":[15,126],"purely":[17],"technological":[18],"upgrade.":[19],"This":[20],"study":[21,199],"presents":[22],"the":[23,64,67,221],"design":[24],"of":[25,66,139],"an":[26],"ICT-based":[27],"digital":[28,141,167,208],"roadmap":[30],"aimed":[31],"at":[32],"improving":[33],"administrative":[34,162],"efficiency":[35],"citizen":[37,135],"service":[38,91,145],"delivery":[39],"municipal":[42],"utility":[44],"Ecuador.":[46],"A":[47,176],"mixed-methods":[48],"diagnostic":[49,100],"approach":[50],"was":[51],"adopted,":[52],"combining":[53],"qualitative":[54],"evidence":[55],"from":[56,73,113],"direct":[57],"observation":[58],"semi-structured":[61],"interview":[62],"with":[63,118],"head":[65],"IT":[68],"department,":[69],"quantitative":[71],"data":[72],"structured":[75],"online":[76],"survey":[77],"administered":[78],"to":[79],"citizens.":[80],"Baseline":[81],"Key":[82],"Performance":[83],"Indicators":[84],"(KPIs)":[85],"were":[86],"established":[87],"using":[88,227],"institutional":[89],"records,":[90],"logs,":[92],"workflow":[94],"analysis":[95,181],"conducted":[96],"over":[97],"three-month":[99],"window.":[101],"Post-implementation":[102],"KPI":[103],"values":[104],"are":[105],"explicitly":[106],"treated":[107],"ex":[109],"ante":[110],"projections,":[111],"derived":[112],"redesign":[115],"analysis,":[116],"benchmarking":[117],"comparable":[119],"utilities,":[121,218],"scenario-based":[123],"assumptions,":[124],"empirically":[127],"observed":[128],"outcomes.":[129,197],"The":[130,153,198],"empirical":[131],"results":[132],"demonstrate":[133],"high":[134],"readiness":[136,209],"acceptance":[138],"proposed":[140],"services,":[142],"including":[143],"remote":[144],"portals,":[146],"electronic":[147],"invoicing,":[148],"automated":[150],"support":[151],"channels.":[152],"projected":[154],"operational":[155],"improvements\u2014such":[156],"reductions":[158],"response":[160],"processing":[163],"times":[164],"increased":[166],"transaction":[168],"rates\u2014are":[169],"therefore":[170],"presented":[171],"expected":[173],"performance":[174],"scenarios.":[175],"risk":[177],"alternative":[179],"scenario":[180],"further":[182],"examines":[183],"how":[184],"constraints,":[186],"resource":[187],"availability,":[188],"governance":[189],"capacity,":[190],"change-management":[192],"factors":[193],"may":[194],"moderate":[195],"these":[196],"contributes":[200],"transparent":[202],"replicable":[204],"framework":[205],"for":[206,223],"diagnosing":[207],"planning":[211],"ICT-driven":[212],"initiatives":[214],"resource-constrained":[216],"while":[219],"emphasizing":[220],"need":[222],"future":[224],"longitudinal":[225],"validation":[226],"post-implementation":[228],"data.":[229]},"counts_by_year":[],"updated_date":"2026-05-21T06:26:12.895304","created_date":"2026-03-04T00:00:00"}
