THE IMPACT OF INFORMATION TECHNOLOGY ON ENHANCING PUBLIC SECTOR SERVICES IN PAKISTAN: AN EMPIRICAL ANALYSIS

Arslan Zamir; Kashif Ali; Muhammad Azeem; Zahid Khurshid

doi:10.71146/kjmr912

Authors

Arslan Zamir NED University Karachi, Pakistan. Author
Kashif Ali Sir Syed University Karachi, Pakistan. Author
Muhammad Azeem Iqra University Karachi, Pakistan. Author
Zahid Khurshid NED University Karachi, Pakistan. Author

DOI:

https://doi.org/10.71146/kjmr912

Keywords:

Information Technology, E-Government, Public Sector, Pakistan, Digital Transformation, Service Quality

Abstract

Purpose: Information Technology (IT) application within the public sector has brought some revolution to the delivery of public services in the world particularly with the emergence of e-government and digital government projects. In developing countries like Pakistan, IT is becoming a significant facilitator to improve efficiency, transparency, accessibility, and accountability in service delivery. This study examines how IT has helped in enhancing the service delivery in the public sector in Pakistan, by empirically evaluating the impact that IT has on the efficiency of the public sector, transparency, accessibility and citizen satisfaction.

Methodology: This paper has used quantitative research design where the main data was gathered in a sample of 200; divided into employees of the public sector and active users of electronic government services (citizens). The questionnaire employed by the researchers had a 5-point Likert scale. The researchers test the hypotheses and evaluate the direct and indirect effects using Structural Equation Modeling (SEM) and Partial Least Squares (PLS-SEM) (Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., & Ray, S. 2021).

Findings: The findings of the study indicate that IT utilization has a positive effect on efficiency, transparency and accessibility of organizations in the public sector. This in its turn improves the services of the government and satisfaction by its citizens. However, the research also shows that there are still some challenges, including the absence of digital infrastructure, digital divide in urban and rural regions, and the problem of cybersecurity and privacy of data.

Implications: This study contributes to the existing body of knowledge on digital governance and information systems, by providing empirical evidence based on a developing nation lens, in this case, Pakistan. It also carries practical implications to policymakers, in the sense that it recommends more investment on the digital infrastructure, capacity building and cybersecurity systems to facilitate the successful implementation of e-government systems.

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