Amir Saeed

Though Pakistan has made significant progress in digitising public services, there are still substantial challenges to enhancing online service delivery, making swift digital transformation essential. Speaking to WealthPK, Mahnoor Arshad, a research associate at the Sustainable Development Policy Institute (SDPI), noted that while steps have been taken to expedite bureaucratic processes for quicker delivery of government services, Pakistan continues to lag far behind its regional and international peers. According to the UN’s E-Government Development Index (EGDI), Pakistan ranks 150th out of 193 countries. This underscores the urgent need for Pakistan to adopt a more aggressive approach to digital transformation. Mahnoor further emphasized that the digital landscape in Pakistan has evolved, with approximately 40 federal ministries developing e-office platforms between 2016 and 2023. “These platforms represent a significant step towards improving service delivery and digitising public administration.”

However, she pointed out a major gap in universally accepted user experience standards. “The inconsistency in service design leads to user confusion and frustration, ultimately reducing the effectiveness of these digital initiatives.” She lamented that Pakistan’s relative underperformance, compared to its regional rivals, is reflected in its category-B ranking on the Government Tech Maturity Index (GTMI) by the World Bank. “India, in contrast, falls under category-A, indicating a more advanced strategy for using technology in governance. The stark difference in rankings highlights a missed opportunity for Pakistan, which has great potential to enhance its digital government capabilities,” Mahnoor stressed. In a conversation with WealthPK, Ahad Nazir, Associate Research Fellow at SDPI, stated that the government must focus on several key areas to accelerate its digital transformation. “Improving telecommunications infrastructure is crucial. Effective digital service delivery relies on dependable internet connectivity, which remains inadequate in many regions.

Enhancing infrastructure would improve service access and foster greater digital inclusion.” He also emphasized the importance of developing human capital. “Building a workforce skilled in digital technology is critical for the success of e-government initiatives. “Public sector employees should be trained in areas such as cybersecurity, data governance, and digital service design. By promoting a culture of continuous learning, Pakistan can equip its civil servants with the skills necessary to navigate the complexities of a digital government.” Nazir added that data governance must be addressed as a priority. “Trust between the government and citizens needs to be built through robust data management and protection systems.” He suggested that strengthening cybersecurity measures would safeguard private data and ensure the security and accessibility of digital services. “Engaging citizens through transparent communication and feedback channels will further build trust and improve service performance.”

Credit: INP-WealthPk