A systems approach to the Digital Transformation of Public Administration

The dematerialization with the progressive increase in digital management of documents and processes, leads to digital transformation redesigning all internal processes to increase efficiency and improve the organizational performance. Digitizing the organization activities, is not a mere replacement of the paper document with its electronic version, means designing and managing all organizational processes in an integrated and collaborative way changing the business models, operational processes, and customer experiences. To understand how digital transformation deeply affects the organizational processes in Italian Public Administration, we use the Systems Thinking (ST) and System Dynamics (SD) approaches to analyze the advantages that be can pursue through the digitalization of their processes, in terms of organizational change, productivity and economic savings.