The Effectiveness of Digital Government as a Tool for Improved Service Delivery

Mehdi Asgarkhani


Today, as the pace of change accelerates, access to information and communication technologies (ICTs) is critical for economic and social development. Changes include the rapid expansion of the Internet and the network economy; increasing business and individual use of wireless communications; access devices and new ICTs; the convergence of technologies, services and markets; globalisation of markets and trade; greater competition; mergers and acquisitions and their impacts on the restructuring of industry and markets. These changes can potentially transform all aspects of society, work, business, and government. The Internet and Webbased technologies have both had a profound effect on the way(s) in which the public sector functions - in that it has made it possible for many innovative government agencies to think of new ways in which to use the Internet in order to provide Web-based services to citizens. This paper examines the effectiveness of digital government solutions through: reviewing the views and perceptions with regards to the implications of digital government; elaborating on the ‘digital divide’ and its impact on the success of digital government; and outlining the results of a pilot study of how citizens viewed digital government initiatives.