Digitizing Public Institutions on the Example of the National Water and Electricity Company (NAWEC) of Gambia

Purpose: The study seeks to examine the barriers and drivers of digitization in a typical public organization, with promising potentials to improve service performance in Gambian public sector notably utilities. Design/Methodology/Approach: Qualitative research method is used to analyze the case relying both on primary and secondary source of data. A literature review was conducted to understand factors that influence digitization in public institution. Due to its scientific relevance, the secondary sources used mainly came from scientific journals. Staff of the institution were also engaged in retrieving firsthand data as to key drivers and barriers of digitalization in NAWEC. Findings: The findings show that National Water and Electricity Company is constraint with numerous challenges in its digitalization ques. The challenges are handful, but the following stand out, inadequate finance, inadequate skills(digital) personnel, and lack of modern digital tools and equipment. Key to the drivers found include management such as the decision-making structure of the organization, technology, and digitalization interest of customers. Practical Implications: To support digitization, NAWEC must quickly adopt new processes, adopt agile and operational methods, and new organizational structures. In a nutshell, digitization in the public sector has emerged to rethink existing processes and services and create better user experiences for citizens and businesses, which are at the heart of these efforts. Originality/Value: To support digitization, NAWEC must quickly adopt new processes, adopt agile and operational methods, and new organizational structures. In a nutshell, digitization in the public sector has emerged to rethink existing processes and services and create better user experiences for citizens and businesses, which are at the heart of these efforts.