CHILE'S DIGITAL TRANSFORMATION AGENDA: LEARNING AND CHALLENGES FROM THE EXPERIENCE OF SERVIU REGIÓN DEL BIOBIO.

Abstract

The objective of this research is to contribute, on the one hand, to the monitoring of how public institutions have followed the path of digital transformation and, on the other hand, to identify challenges they have had to face in the framework of the digital transformation law. For this, the strategy of a case study was adopted, specifically, that of the Housing and Urbanization Service of the Biobío Region, and the experience of the innovation and digital transformation team of the institution is collected, who led the digital transformation process in the organization and that, despite the favorable context, especially taking into account the digital and remote work measures that had to be arranged to give continuity to the services in the framework of the global pandemic of Covid-19, has had to deal with internal factors that have slowed down the process: leadership role and an organizational culture typical of a highly hierarchical organization.