The Potential Impact of Electronic Services to Rafah Municipality's Operational Excellence

This study investigates the potential impact of electronic services in achieving operational excellence, using the Rafah municipality as a case study. The ARIMA model was employed in the study to forecast changes in the municipal cost trend. Additionally, a questionnaire was designed, to collect data from the study population of 329 employees in the Rafah municipality, a descriptive-analytical technique using the least squares method was utilized to estimate the regression equation of the operational excellence components (time and cost). The results demonstrate that the anticipated costs will reduce, with a relative decline rate of 1% for the years 2023, 2024, and 2025. Furthermore, the statistical findings showed that a change in the level of software package measurement of one unit would result in a 0.50-degree improvement in the transaction time index and a 0.29-degree decrease in cost. According to the results cited, electronic services had a statistically significant impact on the municipality of Rafah's achievement of operational excellence. Therefore, this study recommends implementing digitization to achieve operational excellence and establishing a technology unit that would be entrusted with supervising all facets of managing and improving municipal systems. Keywords: Electronic services, Digital transformation, Software packages, Knowledge management, Website, Operational excellence. DOI: 10.7176/EJBM/15-17-10 Publication date: October 31 st 2023