Digital Transformation and its Role in Enhancing Social Services

(A field study in the city of Baghdad, beneficiaries of social protection)

Abstract

The research aimed to study digital transformation and its role in enhancing social services. To achieve this goal, the descriptive analytical approach was used, the social survey method by sample, and a questionnaire was prepared by the researcher for the study. The size of the study sample was 578 participants. After collecting the data, it was analyzed using the SPSS program, and the appropriate statistical methods were applied to reach the research results. The results of this research showed that digital transformation has a positive impact on beneficiary satisfaction, but it still faces some challenges related to infrastructure, lack of technical support, and lack of digital awareness among some groups. It was also found that demographic factors, such as age and gender, did not significantly affect beneficiary satisfaction, while there was a clear link between the increase in educational level and increased satisfaction with digital services.

At the end of the research, a set of proposals were presented that would improve the digital transformation experience in general, and in the field of social services in particular.