Digitalization Impact Evaluation Model: A Case Study

Investments in the digital transformation are significant in all sectors of society. However, evaluating the impacts of the digital transformation still needs to be completed due to the lack of comprehensive approaches and empirical evidence. The need for digital transformation impact evaluation models is evident in public and private organizations. Investments are expected to yield a positive impact, and high-quality information is needed for efficient decision-making. This study presents a model for evaluating the effect of digital transformation based on a design science research approach. The model is then explored in a real-world setting through a participatory case study in a large ICT-service provider organization operating in the healthcare sector. The research data is analyzed using a socio-technical framework. The findings offer valuable insights into three perspectives of the model: 1) essential properties and phases, 2) benefits and value for the case organization and its customers, and 3) future development needs. This study also recognizes topics for future research.