Abstract

Digital transformation in public administration is essential for smart urban governance, requiring employees with robust digital competences. This study investigates the acceptance and use of digital technologies in the public sector by extending the UTAUT model with a new construct: Digital Competences (DC), derived from the official Syllabus for Digital Competences in the Italian Public Administration. Using Partial Least Squares Structural Equation Modeling (PLS-SEM) with data from 148 public employees, the results confirm Behavioral Intention as a key driver of technology use, with DC, Performance Expectancy, and Facilitating Conditions emerging as significant predictors. The findings highlight the decisive role of employees’ actual skillsets in technology adoption, suggesting that competence development and organizational support are more critical than perceived ease of use or peer influence. The results indicate that public administrations should prioritize digital upskilling programs and invest in infrastructures to ensure inclusive, sustainable digital services that foster smart city development. However, the limited sample size and the focus on the Italian public sector may affect the extent to which the results can be generalized, yet they also provide a clearly defined institutional context from which meaningful insights can be drawn. Future research could refine the measurement of DC, examine its mediating or moderating role, and extend the analysis to related constructs to city smartness or innovation. By positioning DC as a key enabler of digital transformation, this study contributes to a broader understanding of human capital in sustaining inclusive digital governance.

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