The Role of Information and Communication Technology in Public Service Delivery and Urban Administration

Abstract

The development of information and communication technologies (ICT) is interlinked with the development of urban service delivery and urban administration. From the development of high-tech knowledge zones, interactive installations or the digital screens, the ICT infuses the urban planning that mediates the urban service delivery and digital and physical networks of the people. In the current age of technology, people all over the world are connected via technology. Consumers with the use of various devices can now interact with different commercial and business operations. Even though the study of ICT services and its adoption is mostly related only to developed countries, just a few types of research are based on developing countries. The primary objective of this research is to explore the relationship of ICT in the context of ICT and urban technologies and its impact on the public service delivery and administration of two public organizations of Pakistan. The objectives of the study were to determine the level of ICT processes in terms of ICT penetration and ICT infrastructure, as well as to find the barriers in the implementation of ICT in public service delivery in these organizations. This research aims to answer of how the opportunities created by the ICT and urban technologies can be used in the city transformation in regard of public service delivery and its user’s engagement in different cities of Pakistan. Mix method research was adopted for the research design. The population of CDA and PDA was targeted from which a sample size of 87 was derived for both the organizations. The questionnaire was the main instrument for data collection for this study. Field observations and interviews were conducted to gain the knowledge about existing and proposed uses and views about ICT and its role in enhancing urban services delivery of Islamabad and Peshawar city; therefore, data collection method also v included interviews with local citizens and professionals. Expert comments on the data were analyzed and overall conclusions were drawn. Data analysis was done with the SPSS for quantitative data and thematic analysis was done for qualitative data. Results were presented in the form of frequency distribution charts and tables. The findings of the study show that most of the employees agreed that they would shift to the use of ICT to make services more efficient, thus ensuring better services delivery to the customers. Data analysis also reveals that the factors of ICT infrastructure and ICT penetration influence the ICT use in public service delivery in contrast to user’s elements such as customers knowledge and demand. The study concluded that mostly respondent’s both organizational and customers viewed the use of ICT services as positive. Nevertheless the degree of assertiveness differed.