# Digitalization of Public Services--An Input Output Logit Analysis
## 1 Introduction  
The development of the Internet in the 20 th century unlocked the prospects of cooperation across corporations and governments. The 21 st century began with internet technology that was both mature and ubiquitous, which led to the amplified cogninance of public rights and greater expectations from public services. The use of information and communication technology (ICT) by developed countries started early on, and many reports find positive consequences of applying ICT in the provision of public services. Both service providers and the public on the receiving end have benefited from its use. Improved communication and efficiency of public service delivery (PSD) are undoubtedly the most ubiquitous benefits of ICT application. The use of ICT in PSD in developing countries remains considerably low compared to that in many developed countries. Low literacy levels, a lack of training, a lack of initiative, and the scarcity of resources are some of the reasons for this. The coverage of the Internet and social mediaamong private sectors and the public occurred before the transition hit government services in many developing countries. The information revolution and greater access to worldwide knowledge prompted a greater demand for better and efficient public services in these countries. In Sri Lanka, the transition toward e-governance was delayed for a long period due to a long, drawn-out civil war in the country. The civil war, which came to an end only in 2009, hindered the prospects for any broad-based changes in the administration in the country for more than 30 years. The economic resources were mostly consumed in fueling the war, and very little could be provided for economic growth and expansion. [PERSON] et al., conducted a detailed study of the costs of the civil war in Sri Lanka and noted that, at times, the civil war cost the country more than the government could produce in terms of GDP [1]. [PERSON] also published a paper that covered a wide range of economic and noneconomic impacts of the civil war in the country and showed a similar relationship between the war and the economy [2]. One of the costs of the actions noted by such studies is the delay in the development of important infrastructure in the country. In addition to such studies on war and the economy, several earlier studies evaluated the role of ICT in improving the communication and efficiency of public service delivery. [PERSON] produced an exhaustive report on the infrastructural situation in Sri Lanka and showed doubts about the capability of the country to adopt e-governance [3]. It was against this background that the government pushed toward the greater use of ICT and e-governance. This process began in the early 2000s. Several local and internationally funded initiatives were established, and systematic innovation was incorporated within the ICT regime. The systematic innovation ingredient of the regime ensured two-way learning for a smooth transformation from a paper-based system to a digital governance system. To achieve this goal, Information Communication Technology Agency (ICTA) and Lanka Government Network (LGN) were established. The regime covered the operations of most government agencies and departments to improve the efficiency of governance and PSD. We can find many studies on e-administration; however, the post-implementation perception of ICT regimes has seldom been explored in depth. We present a detailed account of those studies and the subjects covered by them in the following literature review section. Our research concerns understanding the effectiveness and perception of ICT implementation in PSD in Sri Lanka. In this paper, we adopt a bifocal approach and explain the perception of ICT from two perspectives. First, using data gathered from the regime implementers, i.e., the employees, we assessed the efficacy of the regime from an insider's perspective. Second, we analyzed the client's perspective by gathering and analyzing the public service users' data collected in another survey.