Citizens in developing countries often spend a significant amount of time and money to access government services. Rural populations are at a particular disadvantage in this regard. As an example, in some developing countries renewal of drivers’ licenses and processing of other government documents may only be done in major cities, putting a disproportionate burden on those who live outside major urban areas. The use of digital technology can facilitate decentralized access to services and save precious time and money for citizens who would otherwise have to travel great distances.

While e-Government will not eliminate bureaucracy, it offers the opportunity to streamline and rationalize processes, reducing not only the volume of paperwork, but also the layers of bureaucracy that are involved in common transactions. By providing access to government information and services directly through the Internet and other channels of electronic communication, e-Government can save citizens and businesses time and money. Well-planned projects can promote equity in service delivery and improve the ability of government to reach previously isolated groups.

Example: Citizen Services
The e-Seva service of the state of Andhra Pradesh in India provides citizens with a wide-spectrum of services ranging from the payment of utility bills to registration of motor vehicles.

Example: e-Procurement
Online government procurement is one application that has been successfully implemented in several countries, with a range of benefits. Chile’s e-Procurement system is often cited as a success. It is credited with making government procurement more transparent, reducing businesses’ transaction costs, and reducing opportunities for corruption

Example: On-line Land Records
In Karnataka, India, the Bhoomi land registry system has automated 20 million land records since its inception in 1998, yielding benefits to farmers, financial institutions, and public officials. Farmers, for example, can quickly get their land records from kiosks and are protected from harassment and extortion. Whereas getting records formerly entailed a delay of up to 30 days, farmers now get their records in less than 2 minutes. In this as in other e-Government projects, benefits include not only increased efficiency but also reduction in opportunities for corruption: Making government services available to citizens in a transparent and efficient manner can also empower them against corrupt and arbitrary bureaucratic action.

A Note of Caution on Costs Savings to Government
The changes that can be realized through adoption of ICTs will not be realized overnight. Moreover, while citizens and businesses may realize cost savings, evidence to date suggests that governments in LDCs should not expect to significantly reduce their own costs through e-Government initiatives. The implementation of e-Government initiatives is a time consuming and costly endeavor and requires a serious commitment to capacity building, in terms of the infrastructure, personnel, and education and training that are required to maintain and use the new systems effectively. While improved processes for tax collection, for example, may eventually lead to higher tax revenues, it is likely to take time, especially while public Internet access remains low and citizens and businesses lack trust in both government and in digital technologies. Revenue gains in moving toward e-Government do not necessarily offset the investments, at least in the short run.

Furthermore, the track record of e-Government to date, like that of e-development in general, has been short, complex and difficult to measure. Difficulties in measuring progress include the potential time lag between project implementation and the moment when benefits are realized. Given the opportunity cost of investing in ICT-based projects, rigorous evidence on impact and good practices is urgently required to guide future initiatives.

Resources on the Bhoomi Land Registry System:

• World Bank case study.
• “Land records: e-governance at work, successfully,” Financial Express (March 17, 2006)

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