DIGITAL GOVERNANCE AND PUBLIC SERVICE DELIVERY IN KHYBER PAKHTUNKHWA: THE MEDIATING ROLES OF ORGANIZATIONAL AGILITY AND EMPLOYEE COMMITMENT IN THE SEHAT SAHULAT PROGRAM

Abstract

The effective delivery of public services remains a pressing challenge for developing countries, where bureaucratic inefficiencies, resource constraints, and limited citizen trust often undermine governance outcomes. In recent years, digital governance has emerged as a transformative mechanism to enhance transparency, accountability, and responsiveness in the public sector. This study investigates the impact of digital governance on public service delivery effectiveness in the context of Pakistan’s Sehat Sahulat Program (SSP). Drawing on Public Value Theory, New Public Management, and Dynamic Capabilities Theory, the research further examines the mediating roles of organizational agility and employee commitment in explaining this relationship. Data were collected from 295 respondents, including program administrators, hospital management staff, and healthcare professionals across Khyber Pakhtunkhwa, using a stratified random sampling technique. Structural equation modeling (SEM) and Hayes Process Macro analysis confirmed that digital governance significantly enhances public service delivery both directly and indirectly through organizational agility and employee commitment. These findings highlight that while digital tools improve efficiency, their success is contingent upon organizational adaptability and employee dedication. The study contributes to theory by unpacking the mechanisms linking digital reforms with service delivery outcomes, and it offers practical insights for policymakers in Pakistan and other developing countries seeking to strengthen citizen-centric governance.