Role of ICT in Combating Corruption and Improving Public Service Delivery, A case study of Punjab Information Technology Board

Abstract: Governments in both developing and developed countries provide services to its citizen however some provide better services than the others. Public services generally include facilities of health, education, electricity and water supply, social welfare, transportation, communication and other services. Countries face many challenges while providing these services to citizens and many developing countries have failed to provide the public services efficiently and are facing issues while providing service delivery to its citizens. One of the issues is corruption. The developing countries need to adopt e-governance and Information and Communication Technology (ICT) to overcome these issues. E-governance is a process of improving through Information Technology (IT), the way government works, shares information, interacts with clients (citizen, Business, Government) and provides services to clients. Our thesis will investigate whether ICT can combat corruption and improve Public Service Delivery (PSD) in developing countries. Findings of our study will help developing countries in combating corruption and improving public services. We have reviewed the literature related to public service delivery, corruption and its adverse effects, use of ICT and e-governance to combat corruption. We have adopted a case study approach to see what sorts of ICT initiatives are being taken by the government of Punjab to reduce corruption and improve the public services. In this regard we have explored the e-governance projects of PITB (Information Technology department of the Government of Punjab) including one of a recent project of PITB namely Citizen Feedback Model (CFM) which has got international attention worldwide for combating corruption and improving public services delivery. We have performed quantitative analysis on six months data set of CFM which was comprised of over one hundred and seventy thousand responses categorized in predefined categories of feedback. By doing the quantitative analysis of CFM data we have found that this particular e-governance project is reducing corruption of public officials and improving public service delivery. Further explanations are provided through information gathered by interviews. Finally we have tied our results to findings in the literature and suggested implications.