Abstract
In 2000, Sri Lanka designed an ambitious plan for the introduction of information and communication technology (ICT) in most government functions and in the public service delivery (PSD) system in the country. This process started in the early 2000s and gained momentum with several local and internationally funded initiatives. A systematic innovation concept was incorporated within the ICT regime, which ensured bottom-up learning for a smooth transformation from paper to digitized PSD systems. Towards this end, the Information Communication Technology Agency (ICTA) and Lanka Government Network (LGN) were established. ICT incorporation covered the operations of most government agencies and departments to improve governance and PSD. We analyzed the efficiency of the ICT regime to understand its impact on public service employee output as well as on services to the public. We collected service delivery data from both the employees and their clients using a Likert-scale questionnaire. The questionnaire enquired about the utility of the ICT regime introduced in various departments and ministries (DMs) of the Sri Lankan government. This paper analyzes the overall and relative effectiveness of the ICT regime in terms of the inputs incurred and the outcomes realized. First, we calculated the Cronbach’s alpha to test the robustness of the data. Second, we applied ordinal logistics analysis to understand the interrelations among various measures (inputs) and their impacts (outcomes). Finally, we conducted specificity, sensitivity, and predictive value analysis to assess the accuracy of the investigative model. Our findings suggest a positive correlation between the inputs and the outcomes of the ICT regime introduced to digitalize PSD. Our results further indicate that although the inputs and the outcomes are positively corelated, this correlation is not sufficiently strong, and the ICT implementation measures need further emphasis to demonstrate any significant impact on user confidence in this regime.
Highlights
The development of the Internet in the 20th century unlocked the prospects of cooperation across corporations and governments
How have various information and communication technology (ICT) measures deployed across the 20 departments and ministries (DMs) of the government of Sri Lanka improved the delivery of public service delivery (PSD) represented by customer satisfaction?
The input questions have been coded as input data responses (IT), whereas the outcomes have been coded as satisfaction, to reflect the degree of satisfaction the users of the ICT-based PSD had from the regime implementation
Summary
The development of the Internet in the 20th century unlocked the prospects of cooperation across corporations and governments. The use of information and communication technology (ICT) by developed countries started early on, and many reports find positive consequences of applying ICT in the provision of public services. Both service providers and the public on the receiving end have benefited from its use. One of the costs of the actions noted by such studies is the delay in the development of important infrastructure in the country In addition to such studies on war and the economy, several earlier studies evaluated the role of ICT in improving the communication and efficiency of public service delivery
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