CHAPTER 5 E-GOVERNANCE AND PUBLIC SERVICE TRANSFORMATION 72
5.9 Quality Service Delivery and Employee Empowerment
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%.
participation and maintenance of equity in public services for the Dalits, marginal, and poor people in e-governance was listed in the following way:
The provision of e-service management education to the Dalits, marginal, and poor people need to be prioritized.
Provision of awareness activities like the workshop, training targeting the poor can also ensure their participation in e-governance.
Provision of exposure visits to successful organizations in e-governance intervention in the rural and the urban areas.
Provision of subsidies and incentives to the targeted front line employees from the Dalits, marginal, excluded, and poor people for certain years.
Provision of functional and lifelong digital learning classes for illiterate members of the community that help to improve the awareness and sustainability of the e-governance programs.
In the sample regions with the different stakeholders, a focus group discussion with Ministry personnel regarding excellent e-service management was organized.
Participants' opinions on reforming the current e-governance management system as a basic platform for poverty reduction were described as follows:
Employees who work at the user interface and front-line desks require ICT educational assistance.
The support for data mining, data bank, and MIS to all the government service centers was demanded to have dedicated and secure servers and availability of cybersecurity schemes.
It has been discovered that the usage of passwords and security licenses for obtaining essential materials at the lowest possible price through a government office for genuineness and originality has been discovered.
Provision of performance rewards to technical workers who work 24 hours a day in e-governance system management troubleshoot and emergency management.
The ability to register for an account at the local level without difficulty and to access all government services through a single client account.
Making a regulation for client registration with reservations for those who are excluded in critical positions.
The participants realized that the socio-economic prosperity of the poor and excluded has been a relief when the e-government management has been practiced through province and local level government. The view of participants about the ways for the socio-economic prosperity of poor and excluded people by protecting them from the adverse impact of the digital divide has been summarized as follows:
Regulation of civil service architecture by using the alternative mechanism of e-service delivery like investment in digitization, MIS set up, electronic infrastructure set up and management of online and offline services, social responsibility, complaint handling, etc.
Facilitating the adoption of modern technology in public service sectors addressing the impact of e-services.
Focus on ICT education, the transformation of manual data into electronic data, installation of software, operating MIS, troubleshooting, etc., and training the employees for effective and efficient e-governance.
Facilitating the control of the services of the territory through governmental regulations.
Support employees by providing the best quality of digital infrastructures for data management and maintenance of the system, etc.
Provision of an attractive package to employees through the government channel for establishing 24-hour robust MIS to support e-governance mechanism.
Inclusive and participatory provision of ICT rule in favor of poor and excluded people.
Support the awareness programs about the e-service mechanism and possible sustainable programs to withstand ICT digital change in products and services.
Focus on alternative, additional professions like hybrid models, use of virtual platforms, networking, cybersecurity, handling the software, etc.
The organized activities of employees in the civil service may enhance quality improvement. The community felt the need for empowerment through the e-governance master plan of the government. The view of respondents about the suggestion for the sustainable intervention of the e-government, approaches to address the need of poor and needy people has been summarized as the following:
E-governance in favor of poor and excluded people.
The focus of e-governance is on day-to-day services and optimum utilization of local resources.
Free service to doorstep modality should be in line with the anytime anywhere availability of government through e-governance service.
Use of digital resources through a robust e-service structure to help the government to receive complaints from people and to respond to them by using an automated immediate response mechanism.
Easy access and privilege to the poor and excluded families through the new model of e-services.