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Public service reformation: Relationship building by mobile technology

Authors: Mahmud A. Shareef, Raman Ramakrishnan, Abdullah M. Baabdullah, Rafeed Mahmud, Jashim Uddin Ahmed, Humayun Kabir, Vinod Kumar, Uma Kumar, M.Shakaib Akram, Ahmedul Kabir, Bhasker Mukerji

Journal: International Journal of Information Management

Publication date: 2019

Publisher: Elsevier

URL: click here


Abstract:

Extensive implementation of information and communication technology (ICT) in public administration has created the capacity to reengineer public service systems. It has also brought about a public service reformation and civil service reformation to develop a new service delivery channel using the continuous interactivity of the mobile phone's short messaging service (SMS). An empirical study was conducted among general citizens in Bangladesh, who are the actual users of public service. The study revealed the critical factors which contribute to the development of attitude toward public sector reformation. The administration for service delivery through mobile phone SMS are: time and location, relevance, and reliability. Along with improving public services by mobile technology, it also helps in relationship building by mobile technology.