Abstract

The increasing pressure on public institutions to adopt digital solutions has raised new questions about the actual sustainability of such transformations, particularly in administrative systems that remain resource-intensive despite partial digitalisation. While digitalisation is widely promoted as a path to greater efficiency and environmental responsibility, its sustainability outcomes are far from guaranteed. This study critically examines these assumptions through the case of a university enrolment system, identifying inefficiencies and exploring how digitalisation can optimise resource use and improve performance. The widely assumed link between digitalisation and sustainability is not universally valid, as outcomes depend on context, implementation, and infrastructure. The economic, environmental, and social impacts of digital transformation are assessed using process mapping, a conceptual sustainability framework, and estimates of paper and processing efficiency. Digital workflows are shown to reduce administrative workload, lower paper waste, and enhance accessibility, while underscoring the need to avoid unnecessary information technology practices, redundant communication flows, and poorly structured information management that may offset sustainability gains. For example, annual carbon dioxide emissions were reduced from 85,926 kg to 85,006 kg when transitioning from a hybrid to a fully digital enrolment process, primarily by eliminating paper-related emissions and reducing electricity use. The study provides a policy-oriented sustainability indicator framework to guide decision-makers in evaluating public sector digitalisation efforts, while also offering a structured approach to assess trade-offs and implementation conditions. The research contributes methodologically by combining process modelling with sustainability indicators – a rarely integrated approach in public administration – and lays a foundation for future computational optimisation models focused on institutional governance and sustainability-oriented digital transformation.