E-Governance and public service delivery in Pakistan: Enhancing efficiency, transparency, and citizen satisfaction

Abstract

E-governance is one of the significant methods for modernization and enhancement of public administration and public service delivery. The present study has explored e-governance in increasing efficiency, transparency and satisfaction among citizens in Pakistan. The design of a quantitative cross-sectional survey was used and 300 citizens of Pakistan were selected for data collection with experience of using digital government services. The data has been collected by a structured questionnaire with the help of five point likert scale. The relationships between e-governance, public service efficiency, transparency and citizen satisfaction were analysed using descriptive statistics, Pearson correlation, reliability analysis and multiple regression. The results revealed that citizens' satisfaction had a mean score of 3.72 (SD = 0.73) public service efficiency 3.69 (SD = 0.76), transparency 3.64 (SD = 0.74), and e-governance 3.78 (SD = 0.71). The correlations of e-governance with public service efficiency, transparency and citizen satisfaction were all positive and significant (0.641, p < .001; 0.587, p < .001; 0.673, p < .001, respectively). The regression models accounted for 41.1%, 34.5% and 45.3% of the variance in efficiency, transparency, and citizen satisfaction, respectively. The study found that a good e-governance can facilitate more efficient, transparent and citizens-oriented public services. Further strengthening of digital infrastructure, Cyber Security, institutional coordination, digital literacy and designing platform for the users can enhance the performance of digital public services in Pakistan.