E-Government in Service Delivery and Citizen’s Satisfaction: A Case Study on Public Sectors in Bangladesh

In the traditional form of public administration, service delivery is encircled with paper based long procedures that makes the citizen dissatisfied with the services because of several problems such as delay in the service, corruption and offices are centrally located. In order to provide better services to the citizen Bangladesh government has taken the initiatives to make services available through online. In this regard, government has established national web portal, combining and making all government official websites interactive. General people now can submit their applications through online to get necessary public services. Government breaks the rigid boundary between government offices and citizen and reaches to the people so that they can get public services from their houses. This paradigm shift from traditional public administration to e-governance brings changes in service delivery. It minimizes time, costs, corruption and omits middle man culture and ultimately makes people happy. This paper utilizes qualitative approach to examine the process, benefits of recent innovations initiated by the democratic government and analyze the people's perceptions. It is found that utilizing the e-government infrastructure Bangladesh government has reached to the people and provided services at their doorsteps by establishing the national web portal through which citizen can access their useful services. Regarding the public services related to health service, education service, bill payment of necessary services, income tax payment, trade licence, land records, agricultural issues, law and order service are now easily enjoyed from the house through internet. However, the faster speed of customer demand in getting all services cannot be addressed with the limited IT infrastructure, unskilled manpower, limited electricity supply which should be solved as quickly as possible by emphasizing and initiating new programs. Findings show that government should think the intended and unintended consequences of materializing some initiatives and take necessary steps before intensifying the problem and making people unhappy with the services that have already been provided.