Digital Administration: Strategies for Transforming Public Service Delivery in Nepal

Abstract

This paper examines the impact of digital transformation on service delivery with a focus on Nepal's government context. Drawing from international case studies and scholarly literature, the research explores how digital technologies can enhance efficiency, transparency, and citizen engagement. It highlights key barriers to digital administration, such as inadequate infrastructure, limited digital literacy, weak institutional capacity, and a lack of policy coherence. The primary data was collected from 75 participants, including 45 service recipients and 30 service providers, selected from Kathmandu, Gorkha, Butwal, Biratnagar, and Dhangadhi. The study revealed a significant trust gap: nearly 46.67% of respondents rated e-governance services poorly, and only 15.56% expressed high satisfaction. Furthermore, 37.77% found digital systems insufficient for meaningful engagement, signaling a disconnection between implementation and public experience. The mean reveals respondents cite unclear guidelines, limited rural coverage, and inconsistent performance on the effectiveness of digital administration. Despite these issues, it highlights the transformative potential of technologies like AI and big data when guided by inclusive, ethical frameworks. Recommendations include enhancing digital literacy, improving infrastructure, simplifying service guidelines, institutional readiness for citizen satisfaction, and fostering participatory governance, which require technological investment, deep commitment to equity, accountability, and sustainable public value creation.