Conference Paper · March 023 citations reads 163 authors

The XXXVI International Scientific Symposium "Multidisciplinary Studies of the Turkish World" 
The 25
th
 of March 2023 ISBN: 978-605-72481-0-7 Eskishehir / Türkiye 
 
---193--- 
quantitative research approach, conducting a meta-analysis of the selected studies to examine the overall effect 
size of ICT adoption on service delivery in the public sector. 
Results: Our meta-analysis of 28 empirical studies found a significant positive effect of ICT adoption 
on service delivery in the public sector (effect size = 0.58, p < 0.001). The results suggest that ICT adoption 
improves service delivery in terms of efficiency, effectiveness, and responsiveness. We also found that the 
impact of ICT adoption on service delivery is moderated by several factors, such as organizational culture, 
leadership, and resource availability.
Benefits of ICT in the Public Sector: The adoption of ICT in the public sector has the potential to 
improve service delivery in various ways. Firstly, it can improve the quality of services delivered by the 
government. Through ICT, the government can provide citizens with up-to-date and accurate information 
about government services, which can help citizens make informed decisions [Ciborra, 2002]. Additionally, 
ICT can improve the speed and efficiency of service delivery, reducing the time taken to process requests and 
resolve issues. This can lead to increased citizen satisfaction with government services. 
Secondly, ICT can enhance citizen participation in the decision-making process. Through various ICT 
platforms, citizens can provide feedback and suggestions on government services, allowing the government to 
make more informed decisions. This can lead to increased trust and confidence in government institutions. 
Thirdly, ICT can increase government efficiency by reducing administrative costs and streamlining 
processes. By digitizing records and automating processes, the government can reduce the time and resources 
required to process requests and resolve issues. This can lead to increased productivity and improved service 
delivery [Tolbert, Mossberger, 2006: p. 360-369]. 
Challenges of ICT in the Public Sector: Despite the numerous benefits of ICT in the public sector, 
there are also several challenges that must be addressed. Firstly, there is a risk of a digital divide, where certain 
segments of the population may not have access to ICT [Alawadhi, Morris, 2018: p.73-78]. This could lead to 
unequal access to government services, particularly for those in rural or remote areas. It is therefore important 
for policymakers to ensure that everyone has access to ICT, particularly in areas where there is limited 
infrastructure. 
Secondly, there is a risk of data privacy breaches and cyber-attacks. As the government stores vast 
amounts of personal and sensitive data, it is crucial that they implement robust data protection policies and 
ensure that the data is secure. This can be particularly challenging in countries with weak data protection laws 
or limited resources. 
Thirdly, there is a risk of ICT creating a dependency on technology. As citizens become more reliant 
on technology to access government services, it is important for the government to ensure that there are backup 
systems in place in case of technological failures or disruptions [Heeks, 2017: p.26-29]. Additionally, it is 
important for the government to provide citizens with training on how to use ICT platforms, particularly for 
those who may not be familiar with technology.