Digital Transformation in Local Administration: The Impact of Artificial Intelligence on the Efficiency of Municipal Service Delivery

Abstract

This study examines the influence of digital transformation and artificial

intelligence (AI) on the efficiency and quality of municipal service delivery.

Employing a field-based methodology, the research surveyed 34 municipal

employees to assess the level of digital adoption and AI utilization within

local administration. Findings indicate a high degree of digital

transformation, whereas AI integration remains moderate. The results

further demonstrate a significant enhancement in service quality

attributable to digital applications. Statistical analyses confirm a strong

positive relationship between digital transformation and service quality, and

highlight a direct contribution of AI to improving operational efficiency. The

study underscores the strategic importance of integrating AI within digital

governance frameworks to optimize municipal performance and service

delivery.

Keywords: Digital transformation, artificial intelligence, service quality;

Municipalities, local governance, operational efficiency.