Digitization Levels - the Path of Digital Transformation of Administrative Services in Higher Education
Digitization Levels - the Path of Digital Transformation of Administrative Services in Higher Education

Summary/Abstract: Higher education in Bulgaria has a certain degree of autonomy. For this reason, different levels of digitization are observed in universities across the country. At first glance, this is not a serious problem, but the deepening of the digital divide inevitably leads to difficulties for the governing body in the form of the Ministry of Education and Culture, as well as to an uneven distribution of the quality of educational services among students. The article proposes a generic model to define four metrics for determining the level of digital transformation, using a customer centric approach for each of them. In order to be able to manage digitization in such a diverse ecosystem, the article also proposes a division into two roles - customers and service providers, describing what the characteristics of each of them are. The combination of separating roles and placing customers in the center of each of the processes will enable clear prioritization of tasks and tracking of their implementation.

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