Phase IV Transformation
Chapter 07 Service
2.8 Studies on the Service Guarantee under PPP Agreement
2.8.1 Mahmood (2005)70There is another study entitled “Multipurpose Community Telecenter’s for Rural Development in Pakistan” Here the author has shown about the challenges and opportunities of establishing ‘Multipurpose Community Telecenters (MCTs)’ in rural areas of Pakistan. In his study he has also shown about the propose of
70. Khalid Mahmood, "Multipurpose community telecenters for rural development in Pakistan." The Electronic Library 23, no. 2 (2005): 204-220, accessed June 16, 2016 from http://www.geocities.ws/khalidmahmood/mcts.pdf
establishing of MCTs in Pakistan in terms of policy formulation, planning, management, funding, building, equipment, technology, services, target groups, marketing and sustainability.He has stressed upon the need of strong monitoring and evaluation system with feedback for corrective action. This study framework focuses mainly on making strategy for the use of information & communication technology in various existing processes for member countries.
2.8.2 Thadaboina (2009)71 has reviewed the ‘Warana Wired Village E-governance Project’ implemented in rural areas of Maharashtra. This project is used to provide basic public services with efficiency and effectiveness. The success of any E-governance project always depends on the satisfaction of users. In this paper, the study shows that 79% of the respondents are highly satisfied, 17% are satisfied and the remaining 4% respondents are on a moderate scale. It is pertinent to note that no citizen is dissatisfied here.
2.8.3 Yaghoubi et al. (2011)72 have evaluated E-government performance while delivering electronic services in Mashhad city of Iran. The authors concluded that satisfaction level of citizens from the staff is less than average and from the given services, accessibility is more than average. It shows that there is no improvement in service
71. Thadaboina, Venkatamallu. "ICT and rural development: a study of Warana Wired Village Project in India." Transition Studies Review 16, no. 2 (2009): 560-570, accessed June 16, 2016 from http://link.springer.com/article/10.1007/s11300-009-0092-z
72. Nour Mohammad Yaghoubi, AtiyehHaghi, and S. Khazaee. "E-Government and citizen satisfaction in Iran: Empirical study on ICT offices." World Applied Sciences Journal 12, no. 7 (2011):
1084-1092, accessed June 16, 2016 from http://idosi.org/wasj/wasj12(7)/26.pdf
delivery system but only organizational change. So, awareness among users and effective participation can improve the satisfaction level.
2.8.4 Marthinus C Breitenbach, (2013)73 in his writing ‘Tele-centers for sustainable rural development: Review and case study of a South African rural telecenter’ has evaluated a South African rural telecentre that may serve as a ‘best practice’ model. The paper first provides a brief literature review of tele-centers and the role of information and communication technology in economic development. A qualitative evaluation of a case study is presented within the context of sustainability considerations and development outcomes; that is, showing how the telecentre has improved the lives of the rural community at Thabina. Some of the observed economic development impacts are listed in the paper and an attempt is made to capture the essence of the vital links between the use of information and communication technology (technology transfer), human development, education and economic development.
2.8.5 Suri and Sushil (2008) analysed the conventional programmed planning framework and examined its suitability to handle the E-governance projects. In this study, the researchers studied various shortcomings in the existing Governmental system. They made many recommendations for the existing framework and expected benefits which
73. Marthinus C Breitenbach, "Telecentres for sustainable rural development: Review and case study of a South African rural tele centre,"Development Southern Africa 30, no. 2 (2013): 262-278, accesed June16, 2016 http://www.tandfonline.com/doi/abs/10.1080/0376835X.2013.797229
could further enhance the effectiveness of the system. The study brought out that existing framework is not suitable enough to handle the complex mixture of Governmental system which involves social, legal, organizational, political and technological aspects. They proposed recommendations which can help to make the system more effective and flexible.
2.8.6 Rizwan Hassan, Md. (2013) 74in his book E-governance and E-government in Bangladesh: Performance, Challenges and Remedies has marked that the essence of good governance lies in successful implementation of E-governance in wide range of government activities. In current days of digital and ICT based environment, it is impossible to have good government without E-government. The purpose of this study is to discuss the performance of Bangladesh in E-government implementation, identify some of the challenges and suggest some of the remedial measures. As per UN E-government survey Bangladesh performed worse in 2012 than 2010. The challenges arise from change in government policy with change in government, lack of sufficient skilled well-trained human resource, supply of sufficient fund for implementing such capital intensive project, etc. But the situation can be changed by taking necessary steps like political consensus, development of human resource, ICT penetration, and taking proper long-term plan implementing E-government in Bangladesh.
74. MdRizwan Hassan, "E-Governance and E-Government in Bangladesh: Performance, Challenges and Remedies." Asian Journal of Applied Science and Engineering 2, no. 3 (2013): 210-216, accessed June 16, 2016 from http://www.journals.abc.us.org/index.php/ajase/article/download/644/472
2.8.7 Rahman, S. M. A. (2016)75in his book Prospects of PPP in Expanding ICT Services in Rural Bangladesh: A Case of Union Digital Center attempted to review the prospects of public private partnership in expanding ICTs and digital services in rural Bangladesh.
He mentioned that, due to infrastructural bottlenecks and huge initial investment requirements, a vast majority of population in Bangladesh especially in the rural areas still do not have functional access to internet facilities and digital services. On the above backdrop, based on the survey of secondary sources of information, took into account the case of Union Digital Centers (UDC) in Union Parishad level in Bangladesh. His paper made evident that neither pubic nor private bodies can render the poor and rural people the access to digital services in a segregated manner except without a joint endeavor or partnership for the viability of UDC. He emphasized that PPP can be a viable option in expanding digital internet services to the poor and marginalized population in rural Bangladesh.