Digitalization of Public Service Delivery: A Case of Immigration and Emigration Department of Sri Lanka

Adaptation of digital technologies leads public sector organizations to innovate and tap their potentials. The Immigration and Emigration Department of Sri Lanka (IEDSL) has commenced digitalization of its functions during the last decade. It is one of most efficient “one-stop” service centers that cater the requirements of 2,500 citizens on a daily basis. Therefore, this paper intends to explore the adoption of digitalization in the Immigration and Emigration Department of Sri Lanka and to identify the lesson learnt from digitalization process at IEDSL. This is a qualitative study which employs the case study approach. The study uses both the primary and secondary data sources. Primary data are collected through the in-depth interviews with five senior officials involved in digitalization process at IEDSL and secondary data sources are annual performance reports, other publications and the website of the organization. The IEDSL has digitalized the entire cycle of passport issuing process. This initiation enabled the IEDSL to provide efficient service delivery by reducing public waiting time and transaction cost for the public, maintaining an equal access to the service, and making information freely available. Also, it enabled inter-link between the Immigration and Emigration Department and the Airport Authority. This paper highlighted on the lessons learnt from digitalization experience of IEDSL as robust leadership, promote employee engagement, perceive continuous development through collaborations, improving the services through introducing value added services.