This paper, co-autored by Tzuhao Chen, J Ramon Gil-Garcia, G Brian Burke and Derek Werthmuller is published in Public Management Review at https://www.tandfonline.com/doi/full/10.1080/14719037.2026.2628965

As research and practice in government digital transformation advance, significant gaps remain in understanding this phenomenon from a front-line and goal-oriented perspective. This study seeks to bridge these gaps by examining the interaction of technological, organizational, and individual factors in digital transformation processes. Based on a Multilevel Technology Enactment framework, we analysed how technology is utilized in U.S. local governments. Our findings highlight the importance of a socio-technical perspective to digital transformation, emphasizing the active role of human agents and organizations in navigating and adapting to new technologies. Based on the findings, we also offer insights to inform practice.