Prioritization of Digital Transformation Projects in the Latacunga GAD: A Hybrid AHP-TOPSIS Model Based on Collective Intelligence.

Abstract

Digital transformation (DT) in local governments (LGs) is a complex managerial challenge, not only due to technical or financial barriers, but also because of conflicting citizen demands. This study proposes a multi-criteria decision model (MCDA) to prioritize DT projects in the Latacunga Municipal Government. The model is based on the findings of a collective intelligence survey (N=64) conducted on the Pol.is platform, which revealed a polarization of citizens into two groups: "Efficiency Pragmatists" (65%) and "Guardians of Trust" (35%). To resolve this tension, a hybrid method is applied. First, the Analytic Hierarchy Process (AHP) is used to weight four criteria (Impact on Efficiency, Impact on Trust, Implementation Cost, and Social Inclusion), resulting in Trust (45.6%) and Cost (29.3%) being the decisive factors. Second, the TOPSIS technique is used to rank three project alternatives: "Zero Bureaucracy Platform," "Transparency and Cybersecurity Portal," and "Digital Inclusion Plan." The results identify the "Transparency and Cybersecurity Portal" (Ci = 0.814) as the highest priority project. The study concludes that public administrations should prioritize building digital trust (addressing Group B) as a critical enabler before deploying transactional efficiency solutions (demanded by Group A).