A Term Paper

On
Evaluating the Impact of E-governance in Facilitating Citizen
Engagement at Local Level
Course Title: Field Practicum Report
Course Code: PAD-476
Supervised By:
Mrs Sabina Yasmin
Assistant Professor
Department of Public Administration
Shahjalal University of Science & Technology, Sylhet.

Prepared by:
Md. A. Joheb Sharear
Reg no. 2018237065
Session: 2018-19

Date: 17 August 2023

School of Social Science

Department of Public Administration

Shahjalal University of Science & Technology,

Sylhet.
 Abstract
The transformative potential of e-governance in enhancing citizen engagement at the local
level has garnered significant attention worldwide. This research endeavours to evaluate the
impact of e-governance on fostering citizen engagement within the context of Bangladesh. The
study's objectives encompass assessing citizen awareness and digital literacy's influence on e-
governance participation, evaluating the efficacy of existing e-governance tools in facilitating
engagement, and identifying barriers hindering citizen involvement.

Employing a mixed-method approach, this research draws data from 50 respondents in the 3
No South Durgapur Union of Adarsha Sadar Upazilas, Cumilla. The findings underscore
several critical aspects, including the limited digital adaptation among senior citizens and less
educated segments, as well as a prevailing lack of awareness concerning e-governance
initiatives and the Union Digital Centre (UDC). Insufficient service provision by the UDC,
exacerbated by poor internet connectivity, compounds the challenges. Moreover, the absence
of timely responses to feedback, inadequate service quality, and concerns over data privacy
further impede effective e-governance adoption.

The significance of this research lies in its contribution to the discourse surrounding e-
governance and citizen engagement, specifically within the local governance framework of
Bangladesh. The findings elucidate issues pertinent to technology adoption, service
accessibility, and transparency enhancement. The study not only sheds light on barriers but
also offers recommendations to surmount these obstacles, serving as a valuable resource for
government agencies aiming to bolster citizen participation. Additionally, this research
enriches the literature available to future scholars and researchers interested in exploring the
intricate interplay between e-governance, local government dynamics, and citizen engagement.

Keywords: E-governance, Local Government, Local Level, Union Digital Centre, Citizen
Engagement

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 Approval Letter
This is to certify that Md. A. Joheb Sharear, Registration No. 2018237065 of B.S.S is a 4th
year 1st semester student of Department of Public Administration at Shahjalal University of
Science and Technology, Sylhet, has prepared a field practicum report on “Evaluating the
Impact of E-governance in Facilitating Citizen Engagement at Local Level” under my guidance
and supervision. I have supervised him from very beginning to the end of the research. I am
pleased that he has successfully done. Now I am permitting him to submit it to the Department
of Public Administration at SUST.

I wish him all the best in his endeavour.

Mrs Sabina Yasmin

Assistant Professor

Department of Public Administration

Shahjalal University of Science and Technology,

Sylhet

3
Contents
Abstract ...................................................................................................................................... 2

Approval Letter ........................................................................................................................ 3

Introduction .............................................................................................................................. 7

Background of the Study ......................................................................................................... 7

Objectives of the Study ............................................................................................................ 8

Broad Objective ................................................................................................................... 8

Specific Objectives ............................................................................................................... 8

Statement of the problem ........................................................................................................ 8

Rationale of the Study ............................................................................................................. 9

Literature Review .................................................................................................................. 10

Conceptual Framework ......................................................................................................... 11

Operationalization of Key Concept ...................................................................................... 11

1. E-governance ............................................................................................................... 11

2. Evaluating .................................................................................................................... 11

3. Facilitating ................................................................................................................... 11

4. Citizen .......................................................................................................................... 12

5. Engagement ................................................................................................................. 12

6. Local Level ................................................................................................................... 12

Methodology ........................................................................................................................... 12

1. Research Setting and Sample Selection .................................................................... 12

2. Data Collection ............................................................................................................ 12

Data Analysis .......................................................................................................................... 13

Demographics:.................................................................................................................... 13

1. Age ................................................................................................................................ 13

2. Gender.......................................................................................................................... 14

3. Educational Level........................................................................................................ 14

4
 Awareness & Digital Literacy ........................................................................................... 15

4. Know About the E-governance Initiatives of Bangladesh ....................................... 15

5. Access of Information ................................................................................................. 15

6. Heard About UDC (Union Digital Centre) in Union Parishad ............................... 16

7. Taken Service from UDC............................................................................................ 16

8. Kinds of Services taken from UDC ........................................................................... 17

9. Proficiency in Using Digital Devices .......................................................................... 18

E-governance Evaluation .................................................................................................. 18

10. Familiarity of the Ease of Use of the E-governance ............................................. 18

11. Faced issues for Internet Connectivity when Accessing E-governance Platforms.
19

12. Quality of Internet Connection During Accessing E-governance Platforms ..... 20

13. After Providing Feedback or Rising Queries the Response Time ....................... 20

14. The Quality of Service Delivery of UDC ............................................................... 21

15. Trouble During Taking Service from UDC ........................................................... 22

16. Kinds of Trouble Respondents Faces in Taking Services from UDC ................. 22

17. Skills of the Employees of the UDC ....................................................................... 23

Barriers and Trust ............................................................................................................. 23

18. Trust on the Information and Services Provided on E-governance ................... 23

19. E-governance have made local government more transparent and accountable
24

20. Times a respondent participate in local governance activities or decision making

through e-governance ........................................................................................................ 24

21. Main Challenges a Respondent Face When Using E-governance ...................... 25

Findings................................................................................................................................... 26

1. Senior Citizens are not used to digital technology: .................................................. 26

2. E-governance is difficult for the uneducated and less educated citizens: .............. 26

3. A number of people do not have any idea about e-governance initiatives: ........... 26

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 4. A huge number of citizens do not have any idea about Union digital Centre (UDC)
27

5. Only a little number of services provided by UDC .................................................. 27

6. Poor Internet Connectivity Affects the E-governance Services: ............................. 27

7. Lack of Response After Providing Feedback and Rising Queries .......................... 27

8. Poor Quality of Service Delivery Through UDC ...................................................... 27

9. Troubles During Taking Services from UDC ........................................................... 28

10. Unskilled and Unethical Employees of UDC ........................................................ 28

11. E-governance Unable to Make Local Government Transparent and Accountable

28

12. Lack of Public Participation in Decision Making ................................................ 28

13. Concerned About Data Privacy ............................................................................. 28

Recommendations .................................................................................................................. 28

Conclusion .............................................................................................................................. 30

References ............................................................................................................................... 31

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Evaluating the Impact of E-governance in Facilitating Citizen Engagement
at Local Level
Introduction
The present age is the era of science and technology. The rapid development of technology
changed the lifestyle of the citizen and make life easier to them. The invention of computer,
smart phone, internet, and various digital devices has brough the world into the hands of human
being.

With the development of technology, the concept and system of the governance also changed,
and the concept of E-governance come forward. The focus of e-governance is to ensure
transparency, accountability, effectivity, and efficiency of government in the local and national
level through various electronic media (websites, social media, SMS etc.) and give the citizen
better access to information. Make the government services more public friendly and ensure
citizen participation in the decision-making process is the main aim of the E-governance. (Liton
& Habib, 2015)

Nowadays, e-governance is a major medium to bringing people, government, and

administration closer. It is very effective to enhance the citizen engagement to the local level.
So that people can get the doorstep service through E-governance. In this process the
government uses various platforms such as, website, social media, SMS, massaging apps etc.
(Rahman & Malik, 2020)

Bangladesh, a South Asian nation known for its vibrant culture and rapidly evolving economy,
stands as an intriguing case study in the realm of e-governance implementation. As the country
grapples with the challenge of accommodating its burgeoning population while ensuring
equitable development, the effective engagement of citizens at the local level becomes crucial.
Traditional governance mechanisms often face obstacles such as bureaucratic red tape,
communication barriers, and limited citizen involvement. Against this backdrop, e-governance
emerges as a promising avenue to revitalize local governance, empower citizens, and promote
inclusive development.

Background of the Study

As a developing country, Bangladesh is paying more attention to digitalization. The one of the
major objectives of the present government of Bangladesh is to make Bangladesh a digital
country where the government will be more transparent and accountable to its citizen and their
works will be more effective and efficient through using of the technology. From 2009 the
present government take some necessary stapes to make Bangladesh a digital country where
the citizens can get government services more easily. (Rahman & Malik, 2020)

The government trying to implement the E-governance system in every stage of the state,
especially in the local level to engaging the citizens to participating in the local government to
reduce the distance between the government, administration, and the citizen. Through various
medium such as, websites, social media platforms, SMS, automated programs, and apps – the
government is trying to implement e-governance in the local level to connect the citizens. The
main purpose of our study is to understand and evaluate how effectively the E-governance
platforms engaging the citizens, what are the present condition of the citizen engagement

7
through the e-governance platforms, what are the barriers of this engagement and what stapes
can be taken to remove those barriers.

This push towards E-governance in Bangladesh reflects a global trend, where governments,
driven by the promises of modern technology, are looking to increase their operational
efficiencies and foster stronger connections with their citizens. In an era where the Internet has
transformed almost every aspect of life, it is only fitting that governments adapt to this digital
revolution, optimizing their service delivery methods and ensuring citizen participation in
governance processes.

The rationale behind such initiatives is manifold. Firstly, with more than 166 million people,
Bangladesh has a youthful population where a significant proportion is tech-savvy and familiar
with digital tools. Leveraging this demographic strength through E-governance platforms could
ensure a more inclusive approach to governance.

Secondly, the growth of urban centres in Bangladesh has led to increased demands on public
services, making it imperative for government agencies to streamline their operations. E-
governance provides a viable solution, offering scalability and the ability to cater to millions
of requests and queries efficiently.

However, while the advantages of E-governance are apparent, the challenges are equally
significant. The digital divide, infrastructural issues, and the need for a robust cybersecurity
framework are some concerns that need to be addressed as Bangladesh makes strides in this
direction.

In light of these developments, our research aims not only to evaluate the current state of E-
governance in Bangladesh but also to chart a roadmap for its future, ensuring that the
aspirations of the Bangladeshi people are at the heart of this digital transformation.

Objectives of the Study

Broad Objective
1. The broad objective of this study is to evaluate the impact of e-governance in
facilitating citizen engagement at local level.
Specific Objectives

1. To assess the level of awareness and digital literacy among citizens, which influences
their participation in e-governance platforms at the local level.
2. To evaluate the effectiveness of existing e-governance tools and platforms in terms of
usability, accessibility, and responsiveness in facilitating citizen engagement at the local
level.
3. To find out the barriers of the citizen engagement through E-governance platforms on
local level and find out the ways to remove those barriers.

Statement of the problem

In the context of Bangladesh, a country characterized by a diverse population, varying levels
of digital literacy, and a decentralized governance structure, the implementation of E-
governance initiatives holds the promise of transforming citizen-government interactions and
fostering greater citizen engagement at the local level. E-governance, involving the utilization

8
of digital platforms and technology-driven solutions for administrative processes, has been
advocated as a means to enhance transparency, improve service delivery, and enable active
participation of citizens in governance matters. Despite this potential, there exists a significant
knowledge gap regarding the extent to which E-governance has effectively facilitated citizen
engagement within the unique socio-political and technological landscape of Bangladesh.

Local governance plays a crucial role in addressing the needs and aspirations of communities
across Bangladesh's diverse regions. E-governance initiatives at this level have the potential to
bridge the gap between citizens and local authorities, enabling more direct and efficient
communication, enhancing accountability, and ensuring that public services are responsive to
citizens' concerns. However, the complex interplay of factors such as digital divide, cultural
diversity, and administrative dynamics may influence the outcomes of E-governance initiatives
in ways that are not fully understood.

This research paper aims to address this gap by conducting a comprehensive evaluation of the
impact of E-governance in facilitating citizen engagement at the local level in Bangladesh. The
study will explore the effectiveness of various digital platforms and tools that have been
implemented across different localities, considering factors such as ease of access, user-
friendliness, and the level of citizen participation they enable. Additionally, the research will
investigate the role of cultural norms, socio-economic disparities, and institutional practices in
shaping the outcomes of E-governance initiatives in Bangladesh's diverse local contexts.

Rationale of the Study

The digital era brings transformative prospects for governance globally, and in the unique
landscape of Bangladesh, with its decentralized governance system and diverse social fabric,
E-governance at the local level emerges as an instrumental tool to boost citizen engagement
and enhance transparency. Bangladesh's local governments act as the primary conduit between
citizens and public services, making effective citizen engagement vital. The potential of E-
governance to revolutionize communication, democratize information access, and amplify
participatory decision-making holds significant promise for strengthening this relationship.

However, there's a notable void in empirical data assessing E-governance's tangible impact on
citizen engagement in Bangladesh. This study endeavours to bridge this knowledge gap, aiming
to furnish policymakers and stakeholders with actionable insights by evaluating E-governance
initiatives in depth. It seeks to pinpoint effective methodologies, spotlight potential
impediments, and lay out suggestions for more citizen-focused digital governance.

The global momentum towards digitalization underscores the study's urgency, emphasizing the
importance of understanding E-governance's ramifications across various socio-economic
sectors to prevent digital exclusion. As Bangladesh propels forward in its developmental
trajectory, this research aligns with the broader objectives of fortifying democratic institutions,
fostering transparency, and improving service delivery, aiming to bolster policy formulation
and enable citizens to play a more dynamic role in local governance.

In essence, this study is compelled by the need to gauge the actual impact of E-governance in
Bangladesh, aiming to guide the nation towards E-governance models that resonate with the
diverse citizenry.

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Literature Review
The literature review section of this research paper aims to provide a comprehensive overview
of the existing scholarly work that revolves around the impact of E-governance on citizen
engagement, particularly in the context of Bangladesh. This review synthesizes relevant
research, theoretical frameworks, and empirical findings to establish the theoretical foundation
for the study.

The concept of E-governance has been widely explored in the literature to enhance citizen-
government interactions, promote transparency, and improve public service delivery. Scholars
such as (West, 2004) argue that E-governance can empower citizens by enabling them to access
information, express opinions, and participate in decision-making processes. Moreover,(
(Norris, 2001) emphasizes that digital technologies can bridge geographical barriers, enabling
citizens to engage with local government authorities regardless of their physical location.

In the context of Bangladesh, local governance has gained significant attention due to its
potential to address grassroots-level issues and promote development. (Liton & Habib, 2015)
discuss the importance of local government institutions in the country and highlight the need
for effective citizen participation to ensure responsive governance. Moreover, (Alam, 2012)
underscores the significance of decentralization and local autonomy as key drivers for citizen
engagement in local governance.

The literature highlights various factors that influence the effectiveness of E-governance in
facilitating citizen engagement. (Salam & Islam, 2015) emphasize the role of digital literacy in
enabling citizens to navigate E-governance platforms, while (Islam, 2017) discuss the influence
of socio-economic disparities on equitable access to digital technologies. Additionally, scholars
such as (Rahman & Malik, 2020) stress the importance of user-friendly interfaces and
transparent information dissemination in promoting citizen engagement.

While the potential benefits of E-governance are evident, scholars also acknowledge the
challenges that hinder its successful implementation. (Karim, 2015) discusses the digital divide
in Bangladesh and how uneven access to technology can limit citizen engagement, particularly
among marginalized communities. Moreover, (Norris, 2001) highlight issues related to privacy,
data security, and trust in E-governance systems, which can impact citizen willingness to
engage.

Several studies have explored E-governance initiatives and their impact on citizen engagement
within Bangladesh. For instance, (Alam, 2012) analyses the "Digital Union Parishad" project,
highlighting how the initiative enhanced citizen-government communication at the local level.
Additionally, (Rahman & Malik, 2020) examine the role of mobile-based E-governance in
fostering citizen engagement in rural areas, shedding light on the effectiveness of such
initiatives in addressing unique challenges.

Despite the existing literature, there remains a notable gap in understanding the nuanced impact
of E-governance initiatives on citizen engagement in Bangladesh, especially considering its
diverse socio-economic and cultural landscape. This research paper aims to bridge this gap by
conducting a comprehensive evaluation that considers the contextual factors influencing the
outcomes of E-governance in the local governance setting.

The literature reviewed in this section underscores the potential of E-governance to facilitate
citizen engagement in the context of local governance in Bangladesh. While existing studies

10
provide insights into the benefits and challenges, this research paper seeks to build upon this
knowledge by conducting a rigorous assessment that considers the unique contextual factors
and their implications for citizen engagement through digital platforms.

Conceptual Framework

Figure: Interrelationship between Dependent Variable & Independent Variable

The conceptual framework for this research revolves around understanding the intricate
relationships between various independent variables and their collective impact on citizen
engagement at the local level in Bangladesh. The efficacy of e-governance in catalyzing
engagement is gauged by examining factors such as access to information, the digital literacy
of the population, and the robustness of infrastructure & connectivity. Equally important are
the breadth and reliability of communication channels, the availability of participation
mechanisms, and the overarching trust in digital platforms. Complementing these factors are
government transparency and accountability, as well as feedback and responsiveness
mechanisms. Collectively, these determinants provide a comprehensive view into the multi-
faceted dynamics that influence the level of citizen engagement in the digital era of governance.

Operationalization of Key Concept

1. E-governance

Refers to the use of electronic means, especially information and communication technologies
(ICTs), by government agencies to administer public affairs, deliver services, and engage with
citizens.
2. Evaluating

The systematic assessment of processes, impacts, and outcomes related to e-governance

initiatives. It involves comparing actual outcomes against predefined benchmarks or standards
to determine efficacy and effectiveness.
3. Facilitating
The act of making processes easier or more feasible. Within the context of this research, it
pertains to how e-governance initiatives ease the process of citizen-government interactions
and citizen participation.

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 4. Citizen

An individual who belongs to a specific nation or state, in this context, Bangladesh. The term
implies not just the status but also the rights, roles, and responsibilities of an individual within
a state.
5. Engagement
The active participation or involvement of citizens in governance processes. It indicates the
depth and breadth of citizen interactions, consultations, and collaborations in decision-making
processes at various governance levels.
6. Local Level
Refers to governance and administrative structures at the grassroots, including municipalities,
unions, and Upazilas in Bangladesh. It focuses on the immediacy of governance structures
closest to the common citizens, emphasizing the decentralized nature of public administration.

Methodology
This research employs a mixed-method approach to comprehensively explore the impact of e-
governance on citizen engagement at the local level in Bangladesh. The convergence of
qualitative and quantitative methods enables a more comprehensive understanding of the
multifaceted aspects of the research objectives.
1. Research Setting and Sample Selection
The study is conducted in the 3 No South Durgapur Union of Adarsha Sadar Upazila, Cumilla,
Bangladesh. This locality is chosen due to its representation of diverse socioeconomic
backgrounds and accessibility to e-governance initiatives. A sample of 50 respondents is
selected using a simple random sampling technique. The sample composition aims to
encompass a variety of demographic characteristics, including age, education level,
occupation, and digital literacy.
2. Data Collection

1. Quantitative Data Collection

A structured survey questionnaire is developed to collect quantitative data. The
questionnaire is designed to assess respondents' awareness of e-governance, digital
literacy, usage of e-governance platforms, and challenges faced. Likert-scale questions
are used to gauge respondents' perceptions on usability, accessibility, and
responsiveness of e-governance tools. The survey also captures demographic
information for further analysis.
2. Qualitative Data Collection:
Semi-structured interviews are conducted with selected respondents to delve deeper
into their experiences and perspectives. The qualitative interviews provide insights into
barriers to e-governance engagement, specific challenges faced by different segments
of the population, and suggestions for improvement. Open-ended questions encourage
respondents to share their narratives, facilitating a richer understanding of their
viewpoints.

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Data Analysis
For this research, I have collected data from the fifty (50) respondents from the 3 No South
Durgapur Union, Adarsha Sadar Upazila, Cumilla. All of the respondents are selected
through the simple random sampling. Here I used the mixed method (qualitative and
quantitative) to collect the data and analyse them. After analysing the results were:

Demographics:
1. Age

Figure: Age of the Respondents

In this research, among the fifty (50) respondents 34.7% of the respondents are from the age
of the 18-30 years age group. The young citizens are majority percent of the respondent. The
second highest age group are 50-60 years, they are about 24.5% of the respondents. The third
highest age group is from 30-40 years, they are about 20.4% of the respondents. Only 2% of
the respondents are more than 60 years old.

So here, the highest age group is from 18-30 years, they are 34.7% and the lowest age group is
from more than 60 years they are only 2% of the respondents.

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 2. Gender

Figure: Gender of the respondents

In this research, among the fifty (50) respondents 61.2% respondents are male and 38.8% are
female. The male respondents are majority then the female respondents.
3. Educational Level

Figure: The Educational Level of the Respondents

The educational level is the most important factor in this research because the use of e-
governance based on a person’s educational level. Here 32.7% of the respondents are post-
graduate. They are the largest number of people in this research. The second highest population
is 22.4% they are Undergraduate. The third highest population is 20.4% they have completed
SSC. The fourth highest population is 18.4% they have completed HSC. Only 6.1% have
completed PhD.

Here the largest number of respondents have completed post-Graduation they are about 32.7%
and the smallest number of respondents have completed PhD they are about 6.1%

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Awareness & Digital Literacy
4. Know About the E-governance Initiatives of Bangladesh

Figure: Know About the E-governance Initiatives of Bangladesh

Among the fifty (50) respondents 91.7% of respondents know about the E-governance
initiatives in Bangladesh and 8.3% of respondents says they do not know about the E-
governance initiatives in Bangladesh.
5. Access of Information

Figure: Access of Information

Among the fifty (50) respondents, 50% of them says that they get information about E-
governance from News or Media. The second largest population says that they get information
about E-governance from Government Channels like posters, advertisement etc. They are about
33.3%. The third largest population is about 14.6%, they say that they get information about
E-governance from their family members and friends. Only 2.1% of the respondents says that
they get information about E-governance from workshops and training.

15
Here they largest number of respondents are 50% who says that they get information about E-
governance from news or media. And the lowest number of respondents are about 2.1% who
says that they get information about E-governance from workshops or training.
6. Heard About UDC (Union Digital Centre) in Union Parishad

Figure: Heard About UDC in Union Parishad

Among the fifty (50) respondents, 58.3% of the respondents heard about the Union Digital
Centre (UDC) of their Union Parishad. And the 41.7% of the respondents says that they do not
heard about the UDC of their Union Parishad.

Here the majority of respondents knows about the UDC in their Union Parishad. But the people
who do not know about UDC are also a large number of but small in percentage.
7. Taken Service from UDC

Figure: Percentage of People who have taken service from UDC

Among the fifty (50) respondents, about 97.9% says that they have taken service from from
UDC and 2.1% of the respondents says that they do not taken any service from UDC.

16
Here the majority percent of the respondents have taken services from UDC and a very small
percentage of respondents says that they don not take services from UDC.
8. Kinds of Services taken from UDC

Figure: Kinds of Services taken from UDC

The UDC have the ability to gives various kinds of services to the citizens of a locality, such
as, Birth and Death Registration, Land records services, Agricultural services, Health and
family planning services, Agricultural information (e.g., crop prices, pest information, etc.),
Health information and telemedicine services, Legal aid information, Educational content and
tutorials, Job information and applications, Access to employment-related government services
and forms, Information about overseas employment, Electricity bill collection, Mobile top-up
and bill payment etc.

Among the respondents, 100% of the respondents says that they get the Birth and Death
registration related services from UDC. 47.9% respondents says that they get the land records
services from UDC.

But among the fifty respondents, no one knows about the other services.

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 9. Proficiency in Using Digital Devices

Figure: Proficiency in Using Digital Devices

Among the fifty (50) respondents, 46.8% respondents says that they are very proficient in using
digital devices. The second largest respondents are 23.4% who says that they are less proficient
in using digital devices. 17% of respondents says that they are proficient in using digital
devices, they are third largest respondents in this research. Lastly, the 12.8% respondents says
that they are not proficient in using digital devices.

Here, we can see that the largest number of the respondents are proficient in using digital
devices, they are 46.8% of the respondents. And the lowest number of respondents are not
proficient in using digital devices, they are 12.8% of the respondents.
E-governance Evaluation
10. Familiarity of the Ease of Use of the E-governance

Figure: Familiarity of the Ease of Use of the E-governance

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Among the fifty (50) respondents, 39.6% of the respondents says that the E-governance is very
easy to them, they are the highest respondents of this research. The second highest respondents
are about 22.9% who says that E-governance is difficult to them. Then the third highest
respondents says that E-governance is easy to them, their percentage is 18.8%. On the other
hand, the 18.8% of the population says that E-governance is very difficult to them.

Here the highest number of respondents says that E-governance is very easy to them. On the
other hand, the lowest number of respondents, who are about 18.8% says that e-governance is
easy to them, and another 18.8% respondents says that e-governance is very difficult to them.
11. Faced issues for Internet Connectivity when Accessing E-governance
Platforms.

Figure: Faced issues for Internet Connectivity when Accessing E-governance Platforms.

Among the fifty (50) respondents, the 64.6% of the respondents says that they often face issues
for internet connectivity when accessing e-governance platforms. They are the majority of the
respondents. The second largest group is 31.3% of the respondents says that they sometimes
face internet issues when accessing e-governance platforms. 4.2% of the respondents says that
they rarely face internet issues during accessing e-governance platforms. No respondents found
who never faces any internet issues during accessing e-governance platforms.

Here the highest number of populations faces internet related issues.

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 12. Quality of Internet Connection During Accessing E-governance Platforms

Figure: Quality of Internet Connection During Accessing E-governance Platforms

Among the fifty respondents, 60.4% of the respondents says that their internet connection was
fair when they visit e-governance sites. They are the largest percentage of respondents. The
second largest percentage of respondents is 29.2% who says their internet connection was poor
when they access the e-governance sites. The 6.3% respondents are the third highest population
who says that their internet connection was very poor when they access the e-governance sites.
Only 4.2% of respondents says that their internet connection was excellent when they access
the e-governance sites. Among them no one says that their internet connection was good.

Here 60.4% of the respondents says that their internet connection was fair it means not very
good or not very bad. On the other hand, the 29.2% of respondents says their internet
connection was poor and 6.3% says very poor. It means a huge percentage of respondents do
not get the quality full internet connection, though they are not the majority, but their
percentage is not small.
13. After Providing Feedback or Rising Queries the Response Time

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 Figure: After Providing Feedback or Rising Queries the Response Time

Among the fifty respondents says that, after providing feedback or rising queries 75% of the
respondents never received any response. They are the majority percent of respondents in this
research. The second largest respondents of this research are 20.8% who says that they get
response very slow. 2.1% of the respondents says that they get response more than a week and
2.1% of the respondents says that they get response within a day.

Here majority of the respondents, who are 75% says that they never get any kind of response.
Only 2.1% of the respondents says that they get response within a day.
14. The Quality of Service Delivery of UDC

Figure: The Quality of Service Delivery of UDC

Amon the fifty respondents, 85.4% of the respondents says that the quality of service delivery
is very poor in the UDC of their Union Parishad. They are the largest percentage of this
research. The second largest percentage is 12.5% who says that the quality of service delivery
is poor in the UDC of their Union Parishad. Only 2.1% of the respondents says that the quality
of service delivery is excellent in UDC.

21
Here about 85.4% of the respondents says that the quality of service delivery is very poor and
12.5% says that the quality of service delivery is poor in UDC.
15. Trouble During Taking Service from UDC

Figure: Trouble During Taking Service from UDC

All of the respondents (100%) of this study says that they face troubles and problems during
taking service from UDC in their Union.
16. Kinds of Trouble Respondents Faces in Taking Services from UDC

Figure: Kinds of Trouble Respondents Faces in Taking Services from UDC

Among the fifty respondents, 77.1% says that the UDC always delay on service delivery. 95.8
% of the respondents says that employees of UDC want bribes from them for services. 35.4%
respondents says that employees of UDC are not skilled.

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 17. Skills of the Employees of the UDC

Figure: Skills of the Employees of the UDC

Among the fifty respondents, 60.4% says that the UDC employees are too much unskilled.
They are the majority of the respondents. The second largest respondents percentage is 25%,
who says that the employees of UDC is unskilled. The third majority of respondents says that
the skills of the UDC employees are moderate. Only 2.1% of the respondents says that the
UDC employees are very skilful.

Here the 60.4% respondents says that UDC employees are too much unskilled and 25%
respondents says that the employees of UDC is unskilled. Only 2.1% says that UDC employees
are skilful.
Barriers and Trust
18. Trust on the Information and Services Provided on E-governance

Figure: Trust on the Information and Services Provided on E-governance

Among the fifty respondents, 70.8% of the respondents says that their trust on the information
and services provided on e-governance is neutral. They are the majority of the respondents.
The second largest percentage of respondents is 14.6% who says that their trust level is

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somewhat distrust. The third largest percentage of respondents is 10.4% who completely
distrust on the information and services provided on e-governance. Only 2.1% of respondents
completely trust the information and services provided on e-governance. And only 2.1% of the
respondents somewhat trust on the information and services provided on e-governance.
19. E-governance have made local government more transparent and
accountable

Figure: Respondent’s Opinion on how much E-governance have made local government
more transparent and accountable

Among the fifty (50) respondents, 91.7% of the respondents says that they strongly disagree
that the e-governance have made local government more transparent and accountable. This is
the majority opinion of this study. The second largest percentage of the respondents are 4.2%
they disagree that e-governance have made local government more transparent and
accountable. Only 2.1% of respondents strongly agree that e-governance have made local
government more transparent and accountable. And only 2.1% of the respondents remains
neutral on that e-governance have made local government more transparent and accountable.
20. Times a respondent participate in local governance activities or decision
making through e-governance

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 Figure: Times a respondent participates in local governance activities or decision-making
process through e-governance

Among fifty respondents, 95.8% says that they never participate in local governance activities
or decision-making process through e-governance. Only 2.1% says that they occasionally
participate and another 2.1% says that they regularly participate.

Here the majority percent of the respondents never participate in local governance activities or
decisions through e-governance.
21. Main Challenges a Respondent Face When Using E-governance

Figure: Main Challenges a Respondent Face When Using E-governance

Among the fifty respondents, 60.4% says that the main challenges of using e-governance
platforms is lack of awareness about the platforms. 66.7% of the says, difficulty to navigating
the platforms is another challenge for using e-governance. 95% of the respondents says that
the poor internet connectivity is the main challenge for taking service from e-governance
platforms. 70.8% of respondents are concerned about their data privacy which they think the
challenge of taking services from e-governance. 85.4% of respondents blamed the lack of

25
government responsiveness is a great challenge of taking services from e-governance. 95.8%
of respondents says that the ineffective and inefficient UDC employees are the main barrier for
taking service from e-governance. Only 8.3% of the respondents says that the lack of local
language support is one of the great barriers for taking services from e-governance.

Findings
After conduction a survey on the fifty respondents and analysing their data, we are able to
identify the problems which are the barriers for facilitating citizen’s engagement at local level
through e-governance. Those are:
1. Senior Citizens are not used to digital technology:

Among our fifty respondents, 34.7% respondents are from the age group 18-30 years. They are
very used to digital technology. Because they use digital devices in their daily life.

On the other hand, 24.5% of the respondents are from the age group 50-60 years. Almost all of
them says that they are not used to digital devices. So, it is very difficult for them to take e-
governance services using internet. During interview, some of them says that they have to take
help from their family member or other persons. Often other people do not want to help them.
Sometimes other people express resentment to them.

20.4% of the respondents are from 30–40-year-old, they are middle aged people. They are
familiar with digital devices and internet, but not much expert like the young respondents.

So, we can say that the senior citizens are not used to digital devices and internet and faces
difficulties to taking services from e-governance. Because most of them have to depends on
other.
2. E-governance is difficult for the uneducated and less educated citizens:

From our respondents, 32.7% are post-graduate, 22.4% are Undergraduate and 6.1% have
completed PhD. They say that e-governance system is very easy for them. They can easily take
any kind of services by using their smart phones and computers.

But 20.4% of the respondents completed SSC and 18.4% they have completed HSC. Among
them the young respondents can use digital devices but e-governance service taking process is
quite difficult for them. During interview, they say that they take e-governance services with
the help of experienced people. On the other hand, the old citizens of this group says that they
do not have the knowledge of operate digital devices, so they always depend on other.

So, the education level has an impact on the use of e-governance. It is difficult for the
uneducated and less educated persons.
3. A number of people do not have any idea about e-governance initiatives:

Among our respondents 91.7% know about the E-governance initiatives in Bangladesh. But
8.3% respondents says that they do not have any idea about it. So, we can say that a small
number of people do not know about the e-governance initiative. Through they are small in
number, but they exist in our society.

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 4. A huge number of citizens do not have any idea about Union digital Centre
(UDC)

From our respondents, 58.3% heard about the Union Digital Centre (UDC) of their Union
Parishad. But 41.7% of the respondents says that they do not hear about the UDC in their Union
Parishad. They are not the majority percent, but they are not small in number.

It means, the government’s Union Digital Centre project did not receive a proper publicity
campaign.
5. Only a little number of services provided by UDC
The UDC is made to give the citizens of a locality to provide them almost all kinds of digital
and online services, such as, Birth and Death Registration, Land records services, Agricultural
services, Health and family planning services, Agricultural information (e.g., crop prices, pest
information, etc.), Health information and telemedicine services, Legal aid information,
Educational content and tutorials, Job information and applications, Access to employment-
related government services and forms, Information about overseas employment, Electricity
bill collection, Mobile top-up and bill payment etc.

UDC has the ability to give the citizens all of the services. But the reality is different. Among
our respondents, 100% of them takes birth and death registration related services from UDC
and 47.9% takes land record related services.

No one of our respondents know that UDC can provide other services. It means, the citizens
do not know the UDC can provides other digital services and the UDC also do not provide
other services to the citizens.
6. Poor Internet Connectivity Affects the E-governance Services:
The poor internet connection is the main barrier for taking e-governance services. 64.6%
respondents says that they often face internet connectivity issue when accessing e-governance
platforms. 31.3% says that they face internet connectivity issue sometimes.

During the interview, respondents says that the internet connectivity problem is a great problem
for the e-governance service receiving. For the poor internet, doing any work in the e-
governance sites becomes very difficult. Sometimes UDC service delivery becomes stop
because of internet down.
7. Lack of Response After Providing Feedback and Rising Queries

Lack of response after providing feedback and rising queries is a major problem of the UDC.
75% of the respondents never received any response after providing feedback or rising queries.
20.8% says that they get response very slow.

It means the UDC is not responding on the feedback and queries of the citizens. Sometimes
they respond but very slowly.
8. Poor Quality of Service Delivery Through UDC
The service delivery quality of UDC is very poor in nature. 85.4% of the respondents says that
the quality of the service provided by UDC is very poor and 12.5% respondents says that the
service quality is poor.

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It means the services delivered by the UDC is too much poor.
9. Troubles During Taking Services from UDC
The citizens face various kinds of troubles and problems during taking services from UDC. All
of the respondents (100%) of this study says that they face troubles and problems during taking
service from UDC in their Union.

77.1% of the respondent says that UDC always do delay on service delivery. On the other hand,
bribery is a great problem in UDC. Almost 95.8% respondents says that employees of the UDC
want bribes to them for giving them services. On the other hand, 35.4% respondents says that
the employees of the UDC are not skilled.
10. Unskilled and Unethical Employees of UDC

Unskilled and unethical employees are the main barriers for the e-governance service receiving.
60.4% of our respondents says that UDC employees are too much unskilled and 25% of the
respondents says that the UDC employees are unskilled. This is the main barrier for delivered
service in time.

On the other hand, almost 95.8% respondents says that employees of the UDC want bribes to
them for giving them services. It proves that how much corrupted the UDC employees are.
11. E-governance Unable to Make Local Government Transparent and
Accountable

One of the main reasons for implementing e-governance is to ensure transparency and
accountability of the local government. But unfortunately, e-governance unable to do so. 91.7%
of the respondents says that they strongly disagree that the e-governance have made local
government more transparent and accountable.
12. Lack of Public Participation in Decision Making
Another goal of implementation e-governance is to ensure public participation in the local
decision making. But the reality is different. 95.8% of the respondents says that they never
participate in local governance activities or decision-making process through e-governance. It
means a huge number of the population can not participate in their local decision-making
process.
13. Concerned About Data Privacy

About 86.4% of the respondents says that they are concerned about their data privacy. All of
the data of the citizens are stored in the government database. But the security system of the
government websites and databases are too much weak. So that, the citizens data are always in
the threat of stolen by the cyber criminals.

Recommendations
After analysing the problems, we have some recommendation how to solve those problems and
facilitating the citizens engagement in the local level. They are:

1. Arrange training in the local level to made senior citizens familiar to the digital devices
and technology and teach them how to use internet and take services from e-governance
platforms.

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 2. Education is a factor which influence the use of e-governance. The uneducated and less
educated citizens are not familiar with the digital devices and internet. So, the
government should arrange a training especially for the uneducated and less educated
citizen to tech them the use of internet and the use of e-governance platforms.
3. A number of citizens stills do not have any idea about the e-governance initiatives. So,
the government should focus more on publicity campaigns to highlight its e-governance
program to the people.
4. The government should make TV advertise, videos of social media, posters, advertise
on newspaper to introduce people to Union Digital Centre (UDC).
5. The UDC only provides birth and death registration services and land records services.
But the other services like Agricultural services, Health and family planning services,
Agricultural information (e.g., crop prices, pest information, etc.), Health information
and telemedicine services, Legal aid information, educational content and tutorials, Job
information and applications, Access to employment-related government services and
forms, Information about overseas employment, Electricity bill collection, Mobile top-
up and bill payment etc. should be effectively provided by the UDC.
6. Most of the UDC employees are unskilled and corrupted. So, these unskilled and
corrupted employees should be removed from their job and appoint well educated,
skilled and honest employees in those posts.
7. Government should make a committee to observe and monitor the UDC activities.
8. Poor internet connectivity is a barrier of e-governance. So government should take
initiatives to ensure at least 4G internet coverage in the whole country, especially in the
rural areas. On the other hand, the broad band connection facility should be increased
in the rural areas at a cheaper rate. The broad band bandwidth also should be increased.
9. The government should appoint some employees on UDC whose main duty was to
ensure the service delivery rapidly. This way the UDC will be a quickly responsive part
of the local government.
10. The government should arrange workshops and training for the UDC employees about
the quality service delivery for the citizens.
11. The transparency and accountability of the local government authority should be
ensured through the e-governance platforms. The local government of a area should
update their citizens about their recent activities in their websites and their social media
handles, so that the citizens can get information about their recent activities.
12. The local government should ensure the participation of its citizens on the decision-
making process of the local government. The local representatives like Union Parishad
Members and Chairmans can arrange meetings on the local problems by declaring the
venue and time in their website and social media. So that anyone can join here.
Otherwise, they can arrange online meeting or discussion on a local problem where
every citizen can join and express their opinion.
13. Data privacy is a great concern of this modern time. Every developed country is
concerned about the security of their citizens data. But in Bangladesh, the government
is not too much concern about the data security of it’s citizens. So that, sometimes cyber
criminal conducts cyber attack on the government websites and databases and stolen
the citizens data. So, the government should emphasize on the data security of it’s
citizens. They should appoint cyber security expert and ethical hackers to protect the
data from cyber-attack. The government websites, apps and databases should be
updates regularly and should impose strong security and encryption system to protect
data from stolen.

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Conclusion
The evolution of e-governance has brought about transformative possibilities in reshaping
citizen engagement dynamics at the local level. This study delved into the impact of e-
governance on facilitating citizen engagement within the context of Bangladesh, with a
particular focus on the 3 No South Durgapur Union of Adarsha Sadar Upazila, Cumilla.
Through a mixed-method approach, blending quantitative survey data with qualitative insights
from interviews, this research has unveiled critical dimensions of e-governance adoption and
its implications for citizen involvement.

The findings of this study resonate with multifaceted nuances that illuminate the challenges
and opportunities in harnessing e-governance for local-level citizen engagement. Notably, the
research identified that while digital technology has been embraced widely, certain segments
such as senior citizens and the less educated are grappling with its complexities. The absence
of awareness about e-governance initiatives and the Union Digital Centre (UDC) underscores
the need for effective dissemination strategies.

The study underscores the importance of refining existing e-governance tools and platforms to
enhance usability, accessibility, and responsiveness. Challenges such as poor internet
connectivity, inadequate service delivery, and concerns over data privacy pose hurdles in
translating e-governance into tangible benefits for citizens. Furthermore, the qualitative
insights revealed nuanced barriers, including unresponsive feedback systems, unskilled staff,
and apprehensions regarding local government transparency and accountability.

However, amidst these challenges, the research also spotlights the tremendous potential of e-
governance to bridge gaps and empower citizens in the decision-making process.
Recommendations arising from this study include tailored digital literacy programs for
underserved segments, strategic awareness campaigns, and infrastructural enhancements to
bolster internet connectivity and service quality.

In a broader context, the significance of this research resonates with the aspirations of the
Bangladeshi government to enhance citizen participation through technological advancements.
The findings and recommendations herein provide valuable insights for policymakers and local
authorities aiming to optimize the benefits of e-governance initiatives. Additionally, this
research contributes to the scholarly discourse by enriching the understanding of e-
governance's complexities, its intersection with local governance, and the challenges of
fostering genuine citizen engagement.

This study underscores the intricate interplay between technology, governance, and citizenry.
While e-governance holds immense promise, its effective implementation requires a nuanced
understanding of local contexts, technological literacy disparities, and the optimization of
digital infrastructure. As the digital landscape continues to evolve, addressing these challenges
is pivotal in realizing the true potential of e-governance as a facilitator of inclusive and
participatory local governance.

The journey undertaken in this research is both a reflection of the evolving digital era and a
call to action for governments and stakeholders to collaboratively shape an inclusive and
responsive e-governance landscape.

30
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