This article investigates the role of internal change agents in advancing digital transformation within public sector organizations, focusing on two mid-sized municipalities in Germany. In response to the complexities of digitalization, these change agents guide their peers in adopting new technologies, bridging the gap between strategy and implementation.
Through an 18-month diary study (N=68, n=1,007) and interviews with 20 change agents and using role socialization theory, the study identifies phases in their development, from anticipation of the new role to initial learning, adaption and eventually integration and role mastery.
The results show that these change agents act as knowledge brokers and motivators, helping build digital skills among colleagues. As a result, this study shows that change agents can facilitate the adoption of digital change effectively and, therefore, it becomes clear which role individual public servants can play in digital change, offering a replicable model for public organizations undergoing digital transformation.
Dr. Caroline Fischer is an Assistant Professor for Public Administration and Digital Transformation at the University of Twente, Netherlands.
Her work often employs a micro-level perspective on public administration with an emphasis on the motivation, values, attitudes, and behavior of public servants as well as citizens. She is particularly interested in topics related to error, risk, crisis and learning, human resource management in the public sector as well technological development in government.
From June 2025 on Caroline Fischer takes over the chair for Public Administration and Management at the University of Kassel, Germany.
The seminar will be held in English.
Major information: Paolo Ferri (p.ferri@unibo.it).