E- GOVERNANCE FOR PUBLIC SERVICE DELIVERY AT LALITPUR DISTRICT, NEPAL

Author: Dr. Hari Bhakta Shahi

ABSTRACT

This thesis examines how Godawari Municipality’s “e-governance” functions, along with a few other factors that influence it, in providing services. According to the research, those who are knowledgeable about technology and have access to devices for taking use of services visit offices less frequently, pay less for their services, and have less pain when using them. The municipality is typically the closest local authority, and citizens can visit the office frequently to acquire services, which causes issues with their degree of satisfaction. The goal of the study is to better understand the variables that influence client satisfaction through service delivery effectiveness. This article begins with background information and context, followed by research questions, an explanation of the methodology, a review of the literature, the development of a conceptual framework, background information on the country and municipalities, data presentation and analysis, and a conclusion. Both quantitative and qualitative methods are used in the study to obtain data.

This study highlights the critical elements for guaranteeing efficient service delivery by using the parameters of the conceptual framework, which established three independent variables: customer readiness, e-governance readiness, and demographic traits. A quantitative analysis of the gathered data has been conducted. Purposive statistics, such as cross-tabulation of the data, were carried out using SPSS. The results were further triangulated using qualitative findings. The three independent variables—E-Governance preparation, Client preparedness, and Demographic Characteristics—and service delivery were shown to be statistically significantly correlated in the study. E-governance preparedness and efficient service delivery are favorably connected. The services are provided more effectively the more prepared you are. Consequently, the public sector has more public accountability.

The most logical conclusion is that clients who are more equipped and know how to utilize ICT efficiently discover that the services are provided efficiently. This data supports the hypothesis that client awareness improves the provision of quality services. If the client is unprepared, there is less chance that effective service will be delivered. The effectiveness of service delivery is positively correlated with age. Research indicates that younger persons view more effective service delivery than do older adults. Their relationship could be strengthened by their ability to use and access ICT.

The study’s conclusion establishes a relationship between the independent and dependent variables; yet, the study’s small sample size (n=52) had limitations. It also explains how different variable associations work to ensure efficient service delivery.

Keywords: E-governance, effective service delivery, service delivery, client readiness.

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