The impact of e-government on public services: Access, efficiency, and quality in Kathmandu metropolitan city

Abstract

This study examines the impact of e-government services on public service delivery in Kathmandu Metropolitan City, with a focus on the Electronic Building Permit System (e-BPS). The research utilises both quantitative and qualitative methods to analyse citizens' perceptions of service access, quality, and efficiency. Results indicate that e-government initiatives have significantly enhanced service delivery, though challenges remain in user participation and system accessibility. These findings contribute to understanding e-government's role in urban governance, providing insights for policymakers and urban planners.