Efficiency of Public Service Delivery—A Post-ICT Deployment Analysis
Since 2000, Sri Lanka has embarked upon a path towards digitalization of most of the government functions and the process of public service delivery in the country. The process started with several disjointed initiatives culminating by 2010 into a full-scale program funded by many international dono...
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doaj-2958ada4d45749bda863dc6d0dd9e2bc2020-11-25T04:09:10ZengMDPI AGEconomies2227-70992020-11-018979710.3390/economies8040097Efficiency of Public Service Delivery—A Post-ICT Deployment AnalysisMudalige Uthpala Indeelinie Alahakoon0Shahzadah Nayyar Jehan1Tohoku University of Community Service and Science, Tsuruoka 997-0035, JapanTohoku University of Community Service and Science, Tsuruoka 997-0035, JapanSince 2000, Sri Lanka has embarked upon a path towards digitalization of most of the government functions and the process of public service delivery in the country. The process started with several disjointed initiatives culminating by 2010 into a full-scale program funded by many international donors around the world. Digital promotion agencies such as the Information Communication Technology Authority (ICTA) and infrastructure development entities such as the Lanka Government Network (LGN) were established, and the process significantly picked up pace in various government agencies and departments. This process, sometimes called e-governance, was set into motion to improve the efficiency of the government operations and public service delivery at all governmental levels. A decade has passed since many primary public services underwent a digital transformation. In this paper, we analyze the digital governance process and assess the efficiency status of public services in the country. We conducted an output-oriented, nonparametric analysis of the performance data by applying data envelopment analysis (DEA). The data were collected through a questionnaire-based field survey. Our findings suggest that most public services have not achieved optimal efficiency levels, and there is still plenty to be achieved by performance enhancement measures that have been adopted by the various agencies of the Sri Lankan government.https://www.mdpi.com/2227-7099/8/4/97information communication technologypublic serviceSri Lankatechnological change |
collection |
DOAJ |
language |
English |
format |
Article |
sources |
DOAJ |
author |
Mudalige Uthpala Indeelinie Alahakoon Shahzadah Nayyar Jehan |
spellingShingle |
Mudalige Uthpala Indeelinie Alahakoon Shahzadah Nayyar Jehan Efficiency of Public Service Delivery—A Post-ICT Deployment Analysis Economies information communication technology public service Sri Lanka technological change |
author_facet |
Mudalige Uthpala Indeelinie Alahakoon Shahzadah Nayyar Jehan |
author_sort |
Mudalige Uthpala Indeelinie Alahakoon |
title |
Efficiency of Public Service Delivery—A Post-ICT Deployment Analysis |
title_short |
Efficiency of Public Service Delivery—A Post-ICT Deployment Analysis |
title_full |
Efficiency of Public Service Delivery—A Post-ICT Deployment Analysis |
title_fullStr |
Efficiency of Public Service Delivery—A Post-ICT Deployment Analysis |
title_full_unstemmed |
Efficiency of Public Service Delivery—A Post-ICT Deployment Analysis |
title_sort |
efficiency of public service delivery—a post-ict deployment analysis |
publisher |
MDPI AG |
series |
Economies |
issn |
2227-7099 |
publishDate |
2020-11-01 |
description |
Since 2000, Sri Lanka has embarked upon a path towards digitalization of most of the government functions and the process of public service delivery in the country. The process started with several disjointed initiatives culminating by 2010 into a full-scale program funded by many international donors around the world. Digital promotion agencies such as the Information Communication Technology Authority (ICTA) and infrastructure development entities such as the Lanka Government Network (LGN) were established, and the process significantly picked up pace in various government agencies and departments. This process, sometimes called e-governance, was set into motion to improve the efficiency of the government operations and public service delivery at all governmental levels. A decade has passed since many primary public services underwent a digital transformation. In this paper, we analyze the digital governance process and assess the efficiency status of public services in the country. We conducted an output-oriented, nonparametric analysis of the performance data by applying data envelopment analysis (DEA). The data were collected through a questionnaire-based field survey. Our findings suggest that most public services have not achieved optimal efficiency levels, and there is still plenty to be achieved by performance enhancement measures that have been adopted by the various agencies of the Sri Lankan government. |
topic |
information communication technology public service Sri Lanka technological change |
url |
https://www.mdpi.com/2227-7099/8/4/97 |
work_keys_str_mv |
AT mudaligeuthpalaindeeliniealahakoon efficiencyofpublicservicedeliveryapostictdeploymentanalysis AT shahzadahnayyarjehan efficiencyofpublicservicedeliveryapostictdeploymentanalysis |
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