INFORMATION INEFFICIENCIES IN THE DIGITAL AGE – A CASE STUDY OF THE MUNICIPALITY OF KRAKOW
Authors:   Cracow University of Economics, Obora Hubert , Teczke Michał ,   Cracow University of Economics
Published: February 2025

Purpose: The research aims to analyze on a selected example the differences in the occurrence
of individual types of information inefficiencies in organizations implementing digital
solutions. To achieve this goal, it was necessary to identify information inefficiencies occurring
in the selected organization (Municipality of Krakow), to identify and evaluate the digital
solutions used to eliminate these inefficiencies and to assess the degree of preparation of
employees to use them.
Design/methodology/approach: The article in the theoretical part contains a description of the
results of the literature review within the framework of the problem undertaken and in the
practical part the presentation and discussion of the results of empirical research. The study was
conducted using the survey technique (CAWI), and the results of the study results were
developed using descriptive statistics.
Findings: The research carried out in the Municipality of Krakow showed the occurrence of all
types of information inconveniences, with employees indicating a moderate frequency of their
occurrence. The study identified and analyzed digital solutions used to counteract information
failures. In this respect, research has shown an insufficient level of their use and high needs in
terms of the digital competencies of employees using them.
Research limitations/implications: The limitations of the conducted research mainly relate to
their scope, because the surveys were conducted only in selected organizational units of the
Office. It would be necessary to develop the undertaken research in the context of expanding
the sample, preferably by employees of all organizational units of the City Hall, and in the
future to undertake research in other city offices.
Practical implications: Research conducted at the Municipality of Krakow allows us to
conclude that the current level of digitization of information understood as a product and
process does not allow us to avoid phenomena related to information malfunctions.
A comprehensive approach to the digitization of information, a more conscious selection of its
tools, and an intensification of employee education in order to improve their digital
competencies are suggested.
Social implications: Reducing the incidence of information failure through the introduction of
digital information and communication solutions is a practical problem. However, it involves
a long and difficult process of introducing digital changes and adapting to them for the people
who use them.
Originality/value: The presented research results on the implementation of digital solutions
aimed at counteracting information inefficiency in the Municipality of Krakow are part of the
current trend of research related to various aspects of the digitization of business in today's
world. An important advantage of the research is its unique character both in terms of the
research area, which is the City Hall, and the subject of the research.