Factors Affecting E-Service Delivery In The Public Sector Of Sri Lanka

Abstract

Public sector eService delivery, which derived from eGovernment concept, is a novel experience to many developing countries in the world. The Government of Sri Lanka also has taken a policy decision to adopt lCT in public sector to make government service delivery more efficient and citizen centric. This research examined the factors affecting eService delivery in the public sector of Sri Lanka. In this context, research scope was confined to 16 government agencies that provide eServices through Lanka Gate Web Portal. In addition to research literature, interviews were conducted with 16 Heads of government agencies, 03 ICTA officials and 05 IT professionals in private sector to identify views and experience of them on public sector eService delivery. 66 sample respondents for pilot study and 1122 citizens for final questionnaire were selected throughout the country to represent the total population in Sri Lanka. Based on responsibilities and IT adoption, the Government, Agencies, Citizens and Private sector IT professionals were identified as four stakeholders of eService delivery. The fourstakeholder analysis in this research revealed both positive and negative factors within their purview. The factors identified through the analysis of literature review content, interviews and questionnaires of this research, affecting eService delivery in the public sector were tested with enablers and constraints of Factor Model Theory and findings were aligned with research objectives, research questions and expected results of this thesis. It was found that, still there are many challenges and issues encountered with eService delivery and it is proposed to improve and use the identified positive factors to discourage all negatives by implementing a very strategic eService development process with the support of IT industry expertise of private sector and the commitment of public sector service delivery capabilities. Both negative and positive factors identified in this research will rapidly be changed in the future due to human, technological, educational and policy reforms and recommend for further research in appropriate periodic intervals.