Digital Transformation and Internal Communication Efficiency in Tax Administrations: Evidence from a Case Study in the Southern Region of Africa

Rodolfo, Bruno Couto de Abreu; Gonçalves, Bruno F.; Freitas, Vanusa

http://hdl.handle.net/10198/35102

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Authors

Rodolfo, Bruno Couto de Abreu

Gonçalves, Bruno F.

Freitas, Vanusa

Abstract(s)

The structural limitation of internal communication significantly compromises administrative efficiency in public institutions of developing countries. This challenge is particularly sensitive in the tax administration of the southern Africa region, where the rapid and secure flow of information is vital for effective revenue collection and tax management. The adoption of digital platforms constitutes a central vector for modernization, mitigating historical inefficiencies and promoting high standards of transparency and institutional accountability. This study adopts a mixed methodological approach, through questionnaires applied to 407 employees, interviews with managers, and direct observation of communication processes, analyzed both quantitatively and qualitatively. The results reveal significant improvements in communication speed, departmental integration, and information accuracy. However, challenges persist, such as weaknesses in technological infrastructure, resistance to change, and limitations in technical training. It is concluded that digital transformation has already promoted substantial progress, but its full potential requires continuous investments in infrastructure, training, and organizational adaptation.

Keywords

Digital Transformation Internal Communication Public Sector Efficiency Southern Africa

URI

http://hdl.handle.net/10198/35102

Citation

Rodolfo, Bruno Couto de Abreu; Gonçalves, Bruno F.; Freitas, Vanusa (2025). Digital Transformation and Internal Communication Efficiency in Tax Administrations: Evidence from a Case Study in the Southern Region of Africa. International Journal of Innovative Science and Research Technology. ISSN 2456-2165. 10:10, p. 53-60