Effectiveness of E-service Delivery at the Local Level: A Study on Union Digital Centers (UDCs) in Bangladesh

Abstract

As e-governance is an important issue to ensure development in the administration of developing countries, Bangladesh has to face various challenges to get an advantage from the wave of e-governance. Our country has to overcome multiple constraints in the administration, including infrastructural development, technical capability, technical efficiency, ICT knowledge, economic and financial resources, to get a positive outcome from e-governance initiatives. The study has been conducted on the effectiveness of e-service delivery at the Local Level in Bangladesh with a case on Union Digital Centers in Bangladesh. Bangladesh government has the vision to establish a digital Bangladesh by 2021. However, One-stop service shops have already become a general and flexible approach for delivering government services of various types worldwide. This approach makes life easier for citizens, but the efficiency of service provision has been increased by providing economically. The study has the aim to examine ‘the effectiveness of e-services delivery at the Local Level: A Study on Union Digital Centers in Bangladesh’ with special attention to existing policy and legal framework, the present structure, and management system of UDCs, the institutional capability of UDCs, and the nature of service delivery provided by Union Digital Centers. The study finds that most of the services of UDCs are being provided manually though the government has the vision to spread services at the local level electronically. All the government services were received manually by the service recipients. All kinds of government, commercial, and information services are now being provided traditionally though e-service requires electronic service delivery for recipients delivered at home. Although people are bound to come to UDC to get government services, they need not come to UDC to get commercial and information services. The service recipient goes to the local private computer shop to bring commercial and information services because most of the UDCs do not have a photocopier machine, and those who have their photocopier machine are not working. At the same time, most of the computer accessories are too old to run. UDC entrepreneurs have failed to bring significant levels of innovation and changes to provide and make recipients encouraged to come to the UDC to take commercial and information service, which led to increased income. UDC entrepreneurs have low-level decision-making power. In most cases, decisions related to UDC’s functions are carried out by the Union Chairman. But UDC entrepreneurs are very responsive. As soon as citizens come to the UDC, service recipient gets their services without any delay. There is no job security for the entrepreneurs of the union digital centers. UDC entrepreneurs are working at UDC as entrepreneurs. Three-fourths of UDC entrepreneurs experienced poor level internet speed. Only 6.3% opined that they have a substantial level of internet speed. Most of the photocopy machines and scanners are useless, and entrepreneurs are not enabled to deliver services. There is not recruitment and selection framework of the government of UDCs. UP Chairman hardly monitors the activities of union digital centers. Some Chairmen monitor the activities of union digital centers. External actors like Political parties, communities, and community groups have been influencing different activities in the Union Digital Center. The study recommends formulating particular law and policy guidelines for UDCs that will help determine the recruitment, selection, and functioning of entrepreneurs in the UDCs. It is also important to stop the interference of the political actors so that entrepreneurs can work and formulate decisions independently. At the same time, politicians tend to take services free of cost. This type of political interference and free service is needed to be stopped immediately. All of the UDCs must have high-speed internet and be connected with the fiber optic cable so that they can get uninterruptable high-speed internet. At the same time, their internet cost has to be reduced. Finally the study identified that if the problems can be solved properly, Union Digital Centers (UDCs) will be very effective to give the digital services at the local level in Bangladesh. The implications of the study on the relevant theories and practices are also considered. Furthermore, the study also identified the directions for future research.