Cyberspace at the Grassroots: E-Governance and Citizen/Stakeholder Perceptions at the Local Level in Bangladesh

Bangladesh has experimented with e-governance since the early 2000s and currently ranks among the top 10 least developed countries. The deployment of e-governance at the local level has provided benefits to the rural people, with local councils increasingly using information and communications technology (ICT) to expand community-based delivery systems and augment rural service delivery. One-stop cyber centres provide a range of services that are userfriendly, cost-effective and less time-consuming. This study focuses on five subdistricts to inquire about the range of services provided by the e-service centres there. It has recorded citizen perceptions and the level of their satisfaction and the observations of service providers about the e-service mechanism. It also identifies key challenges in service delivery. Citizen satisfaction was measured using 12 indicators, while the service provider observations focused on social issues, governance, resource and technical issues. The study found several issues requiring attention to consolidate the e-governance system in the country.