Introduction. The increasing role of digitalisation in the public sector is caused by the possibility of improving the quality of public services. However, the effective implementation of digitalisation in public organizations and its use is influenced by technological, organizational, environmental and human factors. Therefore, it is relevant to assess the perception of employees of government bodies and their perception of using information systems and technologies.
Aim and tasks. The goal is to study the resilience of public organisations and employee reactions in crises using information systems. The stated goal determined the survey of employees’ opinions on the effects of the implementation and use of information and communications technology (ICT) in terms of improving communication and coordination in the organisation, crisis response capabilities, and satisfaction with the use of the system.
Results. The study analysed the responses of representatives of various public administration and administrative management levels in Bulgaria, the results of which were analysed using IBM SPSS Statistics. The survey involved 73 employees of public organisations holding various positions, which made it possible to assess the perceptions and impact of ICT use by employees. In the context of this study, it has been proven that information systems technology supports communication and coordination in public organisations. This affects the system’s perceived usefulness and the employees’ handling of unexpected changes (crises). Resolving crises using information and communication technologies affects employee satisfaction, which contributes to increasing organisational resilience.
Conclusions. This study examines the attitude of employees working in public administration toward the use of information and communication systems and the strengthening of the digitalisation process. Based on rank correlation analysis, research hypotheses were proven. It was found that there is a relationship between the use of ICT, improved organisational coordination and communication, crisis management and satisfaction of public sector employees with the use of ICT. The above factors affect organisational resilience and the ability to adapt in the context of digital transformation
