E-GOVERNMENT AND PUBLIC SERVICE TRANSFORMATION TOWARDS A NEW CIVIL SERVICE ARCHITECTURE OF NEPAL

Abstract

Digital governance in Nepal and elsewhere is perceived with much expectation and with some hopes of quality service. People anticipate a more inclusive and democratic society in which they can expect door-to-door services at any time and from any location. The lack of a well-defined organizational structure, a limited monitoring system, and various socio-political perspectives have necessitated a study of (e)-government in public organizations. The goal of the study was to look at how information and communication technology-based governance has influenced the transformation of public service delivery mechanisms in Nepal's civil service. The present governance system is facing different problems to deliver quality service to the people. The study has concentrated on exploring and assessing the pattern of the transformation of public service delivery mechanisms in digital form and the ways of shifting from a unitary central governance system to a federal model.

A mixed-methods cross-sectional exploratory-cum-descriptive case study was conducted to analyze the knowledge, perception, and current practices of (e)governance through civil administration. The problem statement for this study was to determine the extent to which e-government system architecture has influenced Nepal's civil service in terms of efficiency, effectiveness, impact, relevance, and sustainability in order to evaluate the transformation of public service. By reviewing different works of literature, theses, theories, national and international journals related to e-governance, leadership, and management, the researcher made the study substantive and authentic by incorporating relevant ideas. The researcher used a descriptive cross-sectional premise that included ontological, epistemological, and methodological assumptions in both quantitative and qualitative study designs. Regarding the subject of excellent public service in Ministries, the ontological framework for this study subscribes to the notion of various realities. Civil service personnel and stakeholders were the main actors of this study.

The study revealed a relatively lower degree of quality e-service below the the expected level of readiness of civil personnel in all categories of Ministries. With respect to the selected components of the administrative characteristics, commitment displayed the highest level of leadership readiness. The results illustrated that knowledge differed by ethnic background, age maturity, and educational degree. With varying levels of understanding, conduct, and perspective, tribe, standard of knowledge, profession, and religious faith were found to be diverse. Most of the city personnel had knowledge about the contribution of technology in transforming the public services from unitary to the federal model. Youths, women, poor people, people with disabilities, and veterans benefitted more from the system. The results corresponded to national and worldwide trends.

Even while current initiatives promoted e-governance in the Ministries via digital Nepal policy, knowledge awareness, and boosting resource availability, circulation, and delivery of assistance in technical kits, greater support for institutional reforms was anticipated. In reality, due to a lack of proper infrastructure, the majority of the digital Nepal initiatives were considered to be insufficient. The study also indicated that quality management has a closer relationship with several factors including the technological strengths, participatory approach of management, and competencies in human resources management and development. The study has philosophical, and management implications and implications for different civil service actors.

The study was concluded by feeling the need for knowledge and institutional capacity building of civil personnel for the promotion of e-services not only for elites, but also in the poor communities. Growing misuse of digital tags and manipulation of technology felt the need for improvement in the cybersecurity system.

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