Reshaping Lebanon's government–citizen relationship through digital transformation

This paper, entitled "Building Credibility, Confidence and Trust: The Opportunity To Reshape Lebanon’s Government–Citizen Relationship Through Digital Transformation," argues that the success of digital reform in Lebanon will ultimately depend on whether it changes how institutions function in practice and how citizens experience the state.

The analysis proceeds in four stages. It first explains why the current reform environment differs structurally from previous digital transformation cycles. It then examines why the primary constraint on reform is institutional, focusing on incentives, behavioural adoption and organisational dynamics. Third, it explores the governance foundations required for durable reform, including citizen-centric measurement frameworks, embedded governance mechanisms and stronger data stewardship. Finally, it outlines how institutional coordination and donor programme design can align incentives around citizen impact and sustained behavioural change.

This paper is written for three groups of actors who shape the success of digital transformation: political leaders, senior public officials, and development partners. To support practical decision-making, the paper includes several tools tailored to these stakeholders.