Public Service Digitalization: A Qualitative Study on Exploring the Benefits of Implementing A Centralized Document Management System in Public Administration

The continued reliance on paper-based records and fragmented digital storage remains a persistent challenge in public administration, leading to delayed services, misplaced documents, and administrative inefficiencies. This capstone study used a qualitative, observational approach by reviewing and analyzing existing literature and professional reports to examine the role of a Centralized Document Management System (CDMS) in addressing these issues. Findings from the reviewed sources indicated that using a CDMS improves document retrieval efficiency, strengthens record security through digital control and tracking, and enhances organizational coordination across offices. The study found that centralized document management helps public institutions improve administrative processes and service delivery as part of digital transformation efforts.