Many cities have employed web-based systems to provide real time services to citizens
Innovating online education
We live in a world of constantly advancing information and communications technologies (ICTs) and their enabling power for more efficient processes, higher quality of services in a personalized style, more efficient use of public funds, and greater citizen participation and improvements in other performance indicators. This results in building people's confidence in the government. The system is open, easily accessible, transparent, accountable, responsive and free from corruption. Citizens save both time and effort, while the government saves labor. Citizens have greater accessibility to public services, 24/7, without the need to visit offices. This is the picture of government machinery around the developed world today.
In this context, many cities around the world have successfully employed web-based systems to provide real time services to citizens, transforming the 'administrative state' to the so-called 'service-oriented' state. Service recipients can monitor the process of their applications for municipal services on a computer, a kiosk or even in their mobile sets. Someone applying for a building permit, for instance, no longer needs to meet or call officials but can do it online from anywhere in real time.Kathmandu faces the unique challenge of being the capital and only metropolis of Nepal, requiring a high level of government e-consciousness. Yet, there are no viable strategies to promote transparency, lower transaction costs, enhance convenience, and deliver faster and better services. There are big challenges such as lack of citizen-mandated leadership, 'bureau-oriented' work culture, inadequate infrastructure and inefficient service delivery.
The metropolis is facing severe managerial and financial crunch in terms of urban infrastructure development and solid waste management. The metropolis thus has not been able to have a sound information system despite the establishment of its Information and Communications Department in 1997. As a result, the URL of the metropolis http://kathmandu.gov.np/ is static, lacking online functionality. People cannot receive any service from the website.
Ultimately, people have no alternative to visiting the ward or central office for service. The process of service delivery is long and cumbersome. It is also riddled with corruption.
Under such circumstances, it is high time for the metropolis to adopt automation by going online which will contribute to better public decision making and responsive government.
The metropolis should have a holistic approach for analyzing, assessing and designing business processes and technology. It should envisage Chief Information Officer (CIO) for systematic management of overall municipal information systems, a part of which will be provision of online services. Thus the metropolis can avail easy online services with greater transparency. That way, they can be more responsive to the needs of citizens, engage more closely with citizens and be more efficient.
The author is a Research Professor, International IT Policy Program at Seoul National University
