Digital Governance and Collaborative Strategies for Improving Service Quality

This paper explores changes in traditional political linkages and argues for greater use of a collaborative model (Figure 2) for achieving citizen access with information communication technologies (ICTs). There is substantial evidence that a ‘paradigm’ shift from bureaucracy-driven electronic to collaborative digital governance is taking place. Common factors which encourage or limit adoption of ICTs by governmental agencies include public administrators’ distrust of non-professionals, government officials’ fear of loss of control, lack of sufficient funding. Prospects for the future expansion of digital governance to deliver higher quality less costly government services in the current strict fiscal environment are assessed. The paper highlights case studies of emerging applications in selected cities and states where advanced ICT applications are being used to achieve operating efficiencies, program effectiveness, and productivity. Examples are given which can serve as ‘benchmarks’ for collaborative reforms. Digital governance strategies can promote both the politics and performance management potential for technological collaboration well as improve access to and satisfaction with government services. Emerging collaborative relationships among governments and public as well as private agencies not only result in a more efficient service delivery, but also lead to more accountable and interoperable administrative structure.