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Public Service Delivery: Role of Information and Communication Technology in Improving Governance and Development Impact

Author

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  • Bhatnagar, Subhash

    (Indian Institute of Management Ahmedabad)

Abstract

The focus of this paper is on improving governance through the use of information and communication technology (ICT) in the delivery of services to the poor, i.e., improving efficiency, accountability, and transparency, and reducing bribery. A number of papers recognize the potential benefits but they also point out that it has not been easy to harness this potential. This paper presents an analysis of effective case studies from developing countries where the benefits have reached a large number of poor citizens. It also identifies the critical success factors for wide-scale deployment. The paper includes cases on the use of ICTs in the management of delivery of public services in health, education, and provision of subsidized food. Cases on electronic delivery of government services, such as providing certificates and licenses to rural populations, which in turn provide entitlements to the poor for subsidized food, fertilizer, and health services are also included. ICT-enabled provision of information to enhance rural income is also covered.

Suggested Citation

  • Bhatnagar, Subhash, 2014. "Public Service Delivery: Role of Information and Communication Technology in Improving Governance and Development Impact," ADB Economics Working Paper Series 391, Asian Development Bank.
    • Handle: RePEc:ris:adbewp:0391
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    References listed on IDEAS

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    1. Esther Duflo & Rema Hanna & Stephen P. Ryan, 2012. "Incentives Work: Getting Teachers to Come to School," American Economic Review, American Economic Association, vol. 102(4), pages 1241-1278, June.
    2. Richa Kumar, 2004. "eChoupals: A Study on the Financial Sustainability of Village Internet Centers in Rural Madhya Pradesh," Information Technologies and International Development, MIT Press, vol. 2(1), pages 45-73.
    Full references (including those not matched with items on IDEAS)

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    Cited by:

    1. Mudalige Uthpala Indeelinie Alahakoon & Shahzadah Nayyar Jehan, 2020. "Efficiency of Public Service Delivery—A Post-ICT Deployment Analysis," Economies, MDPI, vol. 8(4), pages 1-13, November.
    2. Williams Ikhenoba & Dr. Ofonmbuk Etido Atakpa, 2023. "SERVICOM and Public Service Delivery in Nigeria: A study of Akwa Ibom State University," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(5), pages 815-826, May.

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    More about this item

    Keywords

    e-governance; ICT for development; service delivery; anticorruption; transparency; process reform;
    All these keywords.

    JEL classification:

    • D73 - Microeconomics - - Analysis of Collective Decision-Making - - - Bureaucracy; Administrative Processes in Public Organizations; Corruption
    • H11 - Public Economics - - Structure and Scope of Government - - - Structure and Scope of Government
    • O30 - Economic Development, Innovation, Technological Change, and Growth - - Innovation; Research and Development; Technological Change; Intellectual Property Rights - - - General
    • O57 - Economic Development, Innovation, Technological Change, and Growth - - Economywide Country Studies - - - Comparative Studies of Countries

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