E-Governance as a Tool for Transparent and Peaceful Public Administration: Evidence from Bangladesh

Abstract

This study explores the role of e-governance as both a communication and service-delivery tool that enhances transparency, citizen trust, efficiency, and peaceful public administration in Bangladesh. The research adopts a mixed-methods approach, integrating quantitative survey data (n = 300) with a municipal-level case study (n = 120 service cases) to provide a comprehensive analysis of how digital governance initiatives influence citizen perceptions and administrative performance. The survey investigates public attitudes toward e-governance, focusing on perceived transparency, trust, accessibility, and responsiveness, while the case study examines measurable improvements in service delivery, including processing times, error rates, and citizen satisfaction.  Findings indicate moderate levels of citizen trust in e-governance platforms, with a mean trust score of 3.26 out of 5. Analysis of service efficiency shows significant reductions in average service time, from 12.45 days prior to implementation to 8.38 days post-adoption. Additionally, the study identifies a positive relationship between education level and perceived transparency and efficiency, highlighting the importance of digital literacy in maximizing the benefits of e-governance. Qualitative insights from the case study reveal that clear communication, timely updates, and interactive digital tools contribute substantially to citizen satisfaction and confidence in public administration. The research further considers the potential of emerging innovations, including artificial intelligence, to enhance the predictability, personalization, and transparency of public services. AI-driven tools, such as automated information portals, chatbots, and predictive analytics, are discussed as mechanisms for improving both efficiency and citizen engagement. The study concludes with policy recommendations for integrating digital innovations into Bangladesh’s public administration, emphasizing citizen-centered design, transparency, and participatory communication strategies. These findings contribute to the broader discourse on digital governance and provide actionable insights for policymakers aiming to strengthen trust, efficiency, and stability in public service delivery.