Promoting Inclusive E-Governance: Role of Union Digital Centres in Bangladesh

Abstract

This research examines the impact of UDCs on the accessibility of public e-services in rural Bangladesh. The study followed a qualitative research approach to collect primary data.  A total of 20 in-depth interviews were conducted with service users, and 6 key informant interviews were conducted with UDC representatives involved in service delivery. The study revealed that service users were confronted with a range of ongoing issues, including bureaucratic incompetence, unreported additional fees, bias in service provision, and inadequate grievance and monitoring procedures. Findings reveal improvement in Bangladesh, particularly in enhanced accessibility, service delivery and user empowerment. However, Bangladesh has physical access barriers for marginalized groups and the influence of unofficial middlemen and personal networks challenges less prominent in other contexts. The results also indicate that UDCs do not have a positive impact on effective emergency or crisis service delivery. It highlights the need for transparency, accountability mechanisms, and effective complaint redressal. The study has potential contributions in making the evidence that UDC creates positive impacts, but there are barriers to accessibility for marginalized communities. Expanding local digital training hubs, improve broadband and helpdesks, enforcing service logs and audits, strengthening data security, and simplifying procedures to ensure faster, transparent, citizen-centred digital services.