Access to the Government Services and Improving Rural Life Through Union Digital Centres in Bangladesh: A Cross-Sectional Study

Union Digital Center (UDC) is an institutional set-up of the Government of Bangladesh–with the technical assistance of United Nations Development Program (UNDP)–across the country ushered in a new prospect and hope for helping the rural community to develop their life and livelihoods through one stop services by digital gateway. The purpose of the study is to reveal how UDCs influence to ease rural life through digital services provided by UDC in rural communities. Using a cross-sectional study design with mixed-method approach, we have collected responses from 311 service receivers through questionnaire survey. Analyzing the data collected from 12 UDCs in 6 districts of different geographical locations we found that citizens mostly come at UDCs for getting birth registration (18.2%) and citizenship certificate (18.3%). As a part of statistical analysis this study used frequency distribution and measure of central tendency to figure out the users' perceptions about UDCs' services. Empirical analysis discloses that in most cases users 'agree' or 'moderately agree' UDC is more effective for changing rural life in terms of quality services (63% agreed), access to services and training on ICT skills (37.7% agreed), access to information and services, improving socio economic status by accessing and using information and services (55.9% agreed), reduces the level of gap for service delivery between citizens and government (53.7% agreed), helps to receive services in low cost for rural peoples (47.3% agreed), services are available in less time (49.2% agreed) and overall reduction of digital gap (47.3% agreed). In fact, the study found obvious outcomes of UDCs in improving the rural life in accessing the government services that led them standard life too. Though, there are a few loopholes in terms of service delivery, commitment and resilient service delivery in each stakeholder involved in the whole process. The study recommends bridging the gap between the services promised and services offered. Hence, it is necessary to have efficient collaboration of the e-service components i.e. the service provider, the channels of service delivery, and the service receiver. Specifically, the government should provide all physical support; training to the entrepreneurs and awareness among beneficiaries.