Status of Digital Service Delivery at Godavari Municipality

Abstract

After the COVID-19 pandemic, the adoption of digital services has accelerated significantly across Nepal. Policies such as the IT Policy 2015 and the Digital Nepal Framework 2019 have laid the foundation for integrating technology into governance, emphasizing connectivity, economic growth, and service accessibility. In line with this vision, the Government of Nepal declared fiscal year 2024/25 to 2033/34 as the "IT Decade," aiming to transform the country into an information and communication technology (ICT) hub. This paper explores the presence of a digital divide in Godavari Municipality, specifically focusing on how gender and profession impact ICT readiness. Using primary data collected from 180 respondents, the study finds statistically significant differences in ICT readiness levels between genders and among professional groups. Notably, although the female population in Godavari Municipality exceeds the male population, 80% of online service users are male, and 60% are under the age of 40, indicating a generational and gender-based gap in digital engagement. The study further identifies that client readiness, knowledge of ICT, education level, and age significantly influence digital service delivery. While the population appears moderately ready to adopt digital platforms, challenges such as frequent electricity outages, high system costs, and complex processes hinder full-scale implementation. These findings underscore the importance of targeted interventions such as capacity-building, affordable access, and inclusive digital policies to bridge the digital divide and ensure equitable access to e-governance.