Implementation Challenges of ICT in the Public Sector in Upazila Region of Bangladesh: An Empirical Study

Information and Communication Technology (ICT) plays a pivotal role in achieving Digital Bangladesh's vision of making the government accountable, transparent and effective in providing services to the citizens. The ICT-based governance (e-governance) in service delivery mechanism has become essential and time worthy. However, the implementation of e-governance is not up to the mark and the government is not getting the full benefits of e-governance due to the structural, organizational, and behavioral barriers. The dilemma between the service providers (agent) with numerous problems and the recipients’ viewpoints (principal) has been analyzed how the problem lies and the principal faces problem to get services. The objective of this study is to analyze the current situation of ICT-enabled Public Service Delivery; implementation challenges of ICT at the Upazila level of Bangladesh and come up with an evidence-based solution.  To achieve the objectives, both qualitative and quantitative approaches were employed. Purposive random sampling was used to collect data through offline and online questionnaire surveys. Besides, interview and observation methods were also employed for strengthening the study findings. The study found that strong policy supports of the government i.e. ICT policy, and digital Bangladesh vision enable the e-government services to benefit the citizen. However, it is evident that the dearth of IT physical infrastructure, unstable internet connection, shortage of skilled manpower, and technology fear of public employees create obstacles to provide ITC-enabled services. Sometimes people’s unawareness also serves as barrier to receive e-government services. The study recommends improvement of internet speed, supply of continuous electricity supply, training of public employees, providing upgraded technology, and developing user-friendly softwares to address those problems and enhance ICT-induced public service delivery system.  Keywords: E-governance, Readiness, Public Service Delivery, Barriers, Way forward