The Role of E-Governance in Enhancing Public Service Delivery

Abstract

The study focuses on the role of e-governance in enhancing the delivery of government services in regard to their efficiency, transparency, access and also the satisfaction of the citizens.  Through quantitative and qualitative assessment the results indicate that e-governance initiatives provide the delivery of services that were much more time free and accurate because of the reduction in bureaucracy and corruption opportunities.  The statistics also portray an immense increase in the number of citizens who are choosing to participate, and the availability of digital tools to help them easily become engaged, share comments and hold people responsible.  The integration of ICT tools has also made services more accessible and particularly, to rural and marginalized individuals/people who previously had difficulty accessing them due to structural barriers.  Even after the analysis, it can be said that there are issues concerning digital literacy, a deficit concerning infrastructure, and concerns pertaining to data security that needs to be resolved to ensure equity in outcomes.  Generally, the evidence indicates that e-governance is a means to transform the public administration positively and gain trust between governments and populations.  According to the study, proper implementation also requires both technologically brilliant innovations coupled with adequate policy structures, capacity building as well as, inclusive governance approaches.