Over the past two decades, the boom of digital communication, globalization, and the exponential development of digital technology have revolutionized the way companies operate and compete globally. Recognizing the efficiencies brought about by the appropriate use of information and communication technologies (ICTs) to spur growth, governments and businesses worldwide have been placed under intense pressure to turn themselves into electronic governments and create electronic platforms to ensure service delivery. Maximization of an organization's capacity to offer service and realize increased profits is usually the main driving factor for the incorporation of technology.
This article assesses the different ways in which technology has been incorporated into service delivery and how each has been beneficial.
E-Government
This is also referred to as e-government, and many nations of the world have adopted it. It includes the use of such platforms as television, telephones, USSD codes, and radio. A good example is an e-citizen platform in Kenya, where most government services can be accessed online. Unlike the old system, where one would be required to present themselves in the respective office to get the service intended, the e-citizen platform allows the client to access these services without stepping out of their house. He has internet and an electronic device that accesses the platform. There has also been an increased flow of information from the government to its citizens. This leads to efficiency and increased effectiveness in service delivery.
E-learning
E-learning, in its basic definition, is the use of computers and other digital media to offer training to students. The Sustainable Development Goal number four talks about quality education for all. This has been made possible by the adoption of information cand ommunication technology to strengthen education systems. Computers allow the presentation of knowledge efficiently. Among others, presentation software such as PowerPoint and animation software such as Flash can help teachers when giving lectures. Computers promote audiovisual knowledge representation, thereby making the learning process interactive and exciting. Teaching that is computer-aided brings a fun aspect to education.
E-Customer Service
Technology enables providers of customer service to provide consumers with knowledge and service in several different formats. It can also minimize delivery times and make data available to individuals with disabilities. The software also helps clients to take ownership of their service and manage it. Customers can select the time, format, and type of data they want for service delivery through such technologies as fax-on-demand and online information fulfillment systems.
Political E-Empowerment
One reason people are not voting along service delivery lines, especially poor people, is that they do not know enough about the candidate's performance. In getting this data out to disadvantaged people, digital technologies will play a part. The data must be open, salient, and accessible at any given time, promoting good decision-making before people choose their leaders.
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