Public Service Delivery and e-Governance: The Case of Pakistan

Abstract

Effective Public Service Delivery (PSD) remains a challenging task for Public Sector Management (PSM) in most developing countries. Pakistan has developed its Information and Communication Technology (ICT) and introduced e-governance. However, there remains an increasing gap between government and citizens in context of service delivery. There are number of possible barriers towards successful implementation of e-governance in the country. This paper aims to:  Study key contrasts between manual and electronic PSD systems and its association with good governance, decentralisation, and socioeconomic development;   Highlight the justification to e-governance and its benefits for the Government of Pakistan (GoP);   Identify the key objectives for the GoP to successfully entrench e-governance with all stakeholders; and   Identify policy options for the GoP with valued recommendations, which includes institutional and cultural reforms with electronic-Public Service Delivery (e-PSD).