PUBLIC SERVICE DELIVERY IN THE ERA OF DIGITAL GOVERNANCE

Abstract

To achieve continuous optimization of service delivery, constituency, participation, and governance through the transformation of internal and external relationships through technology, the Internet, and new media, digital governance primarily focuses on using ICT in all aspects of Government operations. IT's influence on people's lives is undeniable, and it's just expanding. It is difficult, if not impossible, for most organisations to operate without extensively depending on information and communications technology, which have infiltrated almost every professional, commercial, and industrial activity. As no part of society functions in a vacuum, it stands to reason that the many forms of technology are also involved in interactions between individuals, groups, and organisations. Regarding social and information sharing, the government is not left behind. Organizations within the government use Technology to manage their states, giving rise to the field of Electronic Governance. Numerous case studies published by various multilateral organisations show that digital can be used in a wide variety of contexts to speed up the spread of information, enhance the effectiveness of public services, make government administration more transparent and accountable, cut down on corruption, and encourage citizen participation in municipal government. However, the delivery of such advantages in large-scale initiatives is seldom verified by analytical studies or impact evaluations (Bhatnagar and Singh 2010). A recent anti-corruption book (Bhatnagar, 2013) acknowledged the crucial role of Digital in lowering corruption, but it also noted how difficult it has been to fully realise this promise. Although it is crucial to maintain service delivery, governments must increasingly consider e-government and e-governance, as indicated by the United Nations Public Administration Network (UNPAN) poll of 2012. Expanding e-reach government's would let the government play a more transformational role in creating unified systems that work together smoothly. It is possible to increase the deployment of e-governance since its current use is only minimal in emerging nations in Asia. Realizing the full potential of Digital deployment to enhance service delivery is crucial. In addition to learning how to tap into this potential, knowing which aspects are crucial for widespread implementation is essential. The possible value of implementing Digital inside businesses has been conceived in various ways. One advantage is Digital's capacity to mitigate the principal-agent dilemma by decreasing information asymmetry (Gurubaxani and Whang 1991). Further advantages that apply to businesses of all sizes include increased access to markets and suppliers, streamlined interactions with all stakeholders, and more widely available information thanks to electronic publication.