CHAPTER 5 E-GOVERNANCE AND PUBLIC SERVICE TRANSFORMATION 72
5.8 Moving Ahead in Leadership Transformation
The development of human resources for effective e-services to encourage employees for the e-governance reform insisted on the changing pattern of service modalities from traditional to online/offline based alternatives. The view of participants, about the client’s reaction over the e-services, was assessed under the principle, value, and norms of the e-governance movement that are displayed in Table
5.18. The view was categorized into increasing the value of quality in public service delivery, decreasing the value, and do not know.
Table 5.18 Client’s Reaction as Rated by Employees about E-Services
S.N. Outcomes No. of Participants Participants (%) 1 Increased Value of Quality of
Public Service Delivery
221 69.50
2 Decreased Value of Quality of Public Service Delivery
52 16.35
3 Do Not Know 45 14.15
Total 384 100
Source: Field Survey, 2020.
Among the 384 participants, 221 participants that are 69.50 % said that there was an increase in the value of the quality of public service delivery due to the intervention of e-governance. Similarly, 52 participants that makeup 16.35 % said that there was a decrease in the value of the quality of public service delivery, and the remaining 45 participants that were 14.15 % said that there were not any significant differences due to the principle, value, and norms of e-governance intervention.
The options for division from manual service, hybrid service with e-services, and digital service of public service organizations were classified into allowing the three modes of service delivery. The view of participants, about the options for division from different civil service organizations into the e-governance transformation, is represented in Table 5.19 below.
Table 5.19 The Merging and Resizing of the E-Service Centers S.N. Option for E-Service Delivery Number of
Participants
Percentages of Participants
1 Manual Traditional Services 144 37.5
2 Hybrid with E-Services 130 33.8
3 Completely E-Services 110 28.7
Total 384 100
Source: Field Survey, 2020.
Out of 384 participants, 144 participants that are 37.5% said that it was good to provide the options for manual traditional services, and 130 participants that makeup 33.8% opted for a hybrid with e-services. The remaining 110 participants that are 28.7%
said that there was a need for the complete transformation of e-services.
Different governmental organizations working in e-governance transformation and reform in civil service architecture in rural and urban areas may be vital to play a pivotal role in community empowerment and capacity development. The view of respondents about the supporting programs from a government organization to e-service management groups or employees is illustrated in Table 5.20.
Table 5.20 Support of Government Authorities to E-Governance Intervention S.N. Supporting Programs No. of
Respondents
Respondents %
1 Effective and Sufficient 164 43%
2 Supportive 145 37%
3 Insufficient and Ineffective 75 20%
Total 384 100%
Source: Field Survey, 2020.
Out of 384 households, 164 respondents that are 43% said that they were receiving support from governmental organizations through the systemic channel which was rated effective and efficient. Similarly, 145 respondents that are 37% agreed that the initiatives and interventions carried out by government organizations were supportive to them to manage e-services. Only 75 respondents i.e., 20% blamed that the services provided by government units and departments were insufficient and ineffective.
The sustainability of the e-service improvement programs in the rural areas could be a plan that accommodates services to people in the areas of agriculture and animal keeping, business, service, overseas employment, or some other interventions.
The view of respondents about the government plan for the secure and sustainable reform program towards e-governance is illustrated in Table 5.21.
Table 5.21 Future Plans of Government for E-Governance S.N. Areas of Intervention No. of
Respondents
Respondents %
1 Agriculture and Animal Keeping 175 46%
2 Business 84 21%
3 Service 56 15%
4 Overseas Employment 45 12%
5 Others 24 6%
Total 384 100%
Source: Field Survey, 2020.
Out of 384 respondents, 172 respondents that makeup 46% said that they were interested to develop e-governance reform in the area of agriculture and animal keeping sector for their secure life. Similarly, 84 respondents that are 21%, and 56 respondents that are 15% said that they were focused on promoting the business and increasing the number of service holders, respectively. The remaining 45 respondents that are 12%
and 24 respondents that are 6% said that they were focused on increasing the number of overseas employment and some other sectors, respectively.
The support for the skill development and livelihood improvement through the e-governance services may include ICT support, technical skill and training, infrastructure management, and data transportation. The view of respondents about the expectations for supporting their interesting occupation and career development sectors is presented in Table 5.22.
Table 5.22 Support on Skills Development
S.N. Expectations for Supporting No. of Respondents
Respondents %
1 Financial and Technical Support 56 14
2 Technical Skill and Training 67 17
3 Data Management 67 17
4 Data Transportation 46 12
5 All of the Above 148 39
Total 384 100
Source: Field Survey, 2020.
Out of 384 respondents, 148 respondents i.e., 39% rated that they expected all the listed support including financial and technical support, technical skill and training, data management, and data transportation. Similarly, 67 respondents that are 17%
expected the support of technical and training whereas another 67 respondents i.e., 17%
responded to the need for data management. However, 14% of participants emphasized that financial and technical support was their prime need. Another 12% demanded the need for data transportation.
In terms of resource use, duties, and responsibilities, the primary premise of public service is that all individuals, rich and poor, have an equal right to be established with justice and equity. By enabling employees to serve the poor, the e-governance resource has proved critical to poverty eradication and social protection. Figure 5.17
depicts participants' perspectives on Dalit, marginalized, and excluded poor people participating in e-governance management.
Figure 5.17 The Participation of Excluded Poor People in E-Governance Management
Source: Field Survey, 2020.
Among the 384 participants, 30% believe that the engagement of Dalits and other marginalized impoverished populations has been positive, with more than 50% in e-governance management and inclusion in employment contracts. However, 29% of participants said that true ultra-poor participation is widespread, ranging from 20% to 50%, and 13% said that there are still some activities, such as resource distribution and important position nomination, where ultra-poor participation is zero or completely absent. However, some 27% pointed out that nominated females and others who are barred from crucial positions are uncommon, ranging from 5% to 10%.
Historic discrimination as compared to the past ten years has been reduced to some extent and democratic opportunities have been made with the establishment of equal rights in the e-governance system. The view of participants about the benefits that have been received by Dalit, marginal, excluded, and poor people due to the participation in e-governance service management is displayed in Figure 5.18.
Figure 5.18 Benefits Received by Excluded and Poor People through E-Governance Source: Field Survey, 2020.
Out of 384 participants, 165 participants rated good in terms of social inclusion and 143 participants rated common category with the majority in the community that there are good and common benefits that have been received by the Dalit, marginal, excluded, and poor people due to the participation in e-governance, respectively.
Similarly, 97 participants rated few, and 54 participants rated rare benefits from the e-services that there were a few and rare benefits that have been received by them in key posts and while distributing resources. The remaining three participants blamed that they have got no benefits and that there were many opportunities missed by the Dalit, marginal, or excluded poor people.
One of the most significant contributions of e-governance management is an improvement in the nation's poverty reduction aim and an increase in the economic level of the ultra-poor in the areas, both of which contribute to rural social prosperity.
The view of participants about the effectiveness to alleviate the poverty of Dalit, marginal, excluded, and poor people through different strategies are displayed in Table 5.23.
Table 5.23 The Poverty Alleviation Strategy to Poor People through E-Governance
S.N. Strategies No. of
Participation
Participation (%)
1 Forming the digital networks 131 34%
2 Forming the open source of data 63 16%
3 Participation excluded in e-services 107 28%
4 Minimizing cost and time 56 15%
5 Others 27 7%
Total 384 100%
Source: Field Survey, 2020.
Employees active in public e-service delivery identified a variety of resource management solutions that can be used to provide efficient and effective online and offline services to the excluded and ultra-poor, ensuring that their welfare is maximized.
Out of 384 participants, 34% agreed that building digital networks with inclusion rights was the greatest way for justice and accountable service to all, with the majority agreeing. Similarly, 28% of individuals desired an effective approach to include excluded people in e-services access. Nonetheless, 16 percent of participants indicated that there was a possibility of creating open-source data for easy access, and 15 percent of participants indicated that reducing costs and time has also helped to alleviate poverty. Other projects addressing poor people's access to digital services included the distribution of self-learning material, awareness campaigns, and training people, according to the remaining 27 participants, or 7%.