Despite digital technology gaining importance in recent years, a
holistic view on its governance in public and tax administration
is yet to be clearly articulated, a shortcoming made more acute by
the centrality of the government sector. Guided by a case study
approach considering three key perspectives in a European tax
administration – 1.) Customer Service Leader; 2.) Information and
Technology Leader; and 3.) Operations Leader. This study surfaces
the elements central to the effective governance of disruptive digital
technologies
