Public Sector Innovation: Case Study of e-government Projects in Pakistan

Abstract

This study analyses and examines in detail the impact of public sector innovation to improve public satisfaction level, it is about changing the traditional government into a more integrated and efficient one. Innovation is actually the engine of economic growth. Innovation in the public sector is an under-researched area. It deals with governance, political and human issues which are very difficult to solve. Since much of the topic and studies on innovation are focusing on the private sector, it is the aim of this study to analyse the process of innovation, mainly in Information and Communication Technology (ICT) in the public sector. This study will eventually be able to give e-government model/ guidelines that encapsulates the reality of innovation by the government. Innovation in government is not only about bringing a new breakthrough product to the people, but also to bring in changes to the culture in the organisation, the way a decision is made, and perhaps more importantly, how it can use technology to strengthen its role as the provider of social and economic welfare to the people. This study has also compared the findings of the e-government case study to the literature of innovation mainly in the area of process innovation. There is SWOT analysis with weight rating to judge the e-governance challenges, which Pakistan is facing as a developing nation. The study concludes that the public sector needs to overcome its traditional characteristics of poor agenda setting, unclear objectives, lack of transparency, and bureaucratic layers of decision-making processes. Keywords: Citizens, e-government Projects, ICT, Public Satisfaction, Public Sector Innovation

E-Governance as a Roadmap to Good Governance: A Digital Punjab Perspective

“…Each nation whether developed or developing, rich or poor are operating electronic structure intending to stream data for its stakeholders. The main focus of e-governance is to enhance the capacity of all individuals to receive knowledge and to improve the proficiency and viability of various types of government organizations (Arfeen & Khan, 2009). By gaining optimism in internal and external communication of a government organization, ICT achieves speed, precision and simplicity of processes.…”

Untitled

“…Siddiquee [45] lists some examples of contemporary innovations such as citizen's charter, one-stop service delivery system, annual performance agreement, outsourcing, public-private partnerships, and online service provision under e-government. Arfeen and Khan [46] identifies different types of PSI including new public management under management innovation, performance management under accountability & transparency innovation, contracting out or public-private partnerships under partnership innovation, and e-Government, e-Participation or e-Knowledge management under digital innovation.…”

Public Service Delivery and e-Governance: The Case of Pakistan

“…It can indirectly monitor the government administration and empower citizens by providing easy access to valid information. According to Arfeen and Khan, using ICT for public sector may be based on three factors as shown in Figure 5 [22]. technology for implementation of changes  Culture: Change in culture or behavior using manual procedure to ICT for those who are providing services and those who are receiving services  Process: The advanced process of providing services that leads to improved outputs by the government.…”