"Dai, what is the national ID card in your opinion? And why do you think you should have it made?"This was my icebreaker question for the interview, as I was eagerly trying to capture their interest.

Over the past week, I've been speaking with the locals to gauge their understanding of the National ID card and its intended uses. The responses and data I've received clearly indicate a strong need for better government engagement regarding the definition, practicality and application of the National ID card. However, this is just one aspect of the issue; there are other factors that influence the role, implementation and expectations surrounding it.

The digitization and adoption of e-governance through information and communication technologies (ICT) arguably is the new nature and a defining feature of modern politics and e-democracy. Essentially, e-governance fosters a virtual community whereby efficient and smarter e-governance leads to proactive and transformative public administration. A key aspect of this is the citizen-centric approach, which is crucial in e-government but is notably lacking in Nepal's public service delivery.

For over 20 years,Nepal has been working with the Asian Development Bank on its Governance Reform Programme, and the government has enacted various laws to support e-governance, including the IT Policy 2010, Nepal e-Government Interoperability Framework (NeGIF)2011, ICTPolicy2015, and the Digital Nepal Framework 2019. Despite the existence of the Nagarik app and other government online portals, Nepal still struggles to effectively engage with the citizens and implement e-governance. According to the E-Governance Development Index (EGDI) 2022, Nepal ranks 125th and 143rd out of 193 countries in E-Government and E-Participation, respectively. These rankings highlight a clear disconnect between inter-ministerial ICT collaboration and the combined functionality and ability to provide a citizen-centric and user-friendly public service. So, the question begs–how can we provide better public service delivery?

One of the solutions includes incorporating National ID to fully digital form. The concept of using a single card with a chip that holds both biometric and demographic information is appealing because it eliminates the need to carry multiple identification cards. However, to enhance the citizen-centric approach, it is essential to streamline government services through a unified online portal system. An online system that allows the user to login through their National ID, and access different government services through their profile based on National ID data. For this to succeed, the concept of inter operability must be explored. Interoperability, in simple terms, involves establishing an internet module and ecosystem that connects inter-ministerial departments under the same online portal.

This system needs to extend to both the private and public sectors. The system is therefore based on blockchain technology and data decentralisation. This keepsthecostofinfrastructureanditsoperationtoaminimum.Estoniawasthe first ever country to successfully create such a blueprint, named X-Road. Perhaps, taking a leaf out of India's Aadhar Card and Estonia's X-Road can provide a degree of course of action.

Circling back to the icebreaker question, there is a lack of understanding regarding the factors that influence citizens' perception, adoption and use of online public services. Therefore, an empirical evaluation of the factors influencing Nepali citizens' intention to use online public services is necessary for promoting citizens' awareness of the National ID card and encouraging them to benefit from the convenience and efficiency of online services.

Another key aspect of e-governance is the relationship between the government and the private sector. Unlike other areas of public administration, governments cannot be entirely self-sufficient in adopting and utilizing electronic technologies; they must establish various collaborative relationships with the private sector. Hence, governments depend heavily on private partners for policy advice and support in implementing new systems, technology-driven programmes and services. This model should be secured through an accountability system in place. The emphasis on delivering quality service to the public shifts civil servants' focus from primarily supporting their political leaders to prioritizing public satisfaction. This shift may lead to the perception that their primary accountability is to the public rather than to ministers.

The success of e-governance lies heavily on internet availability, ICT infrastructure, access to internet devices and digital literacy. Though over the years Nepal has managed to increase internet penetration, rural areas still lack adequate ICT infrastructure. Other than availability and access of internet, local level language must be incorporated along with government proactively working with local level institutions in enhancing digital literacy.

Lastly, data security breach is of concern for citizens using digital services. Digitising the National ID card through interoperability could potentially ensure effective and efficient public service.

However, issues surrounding digital literacy, accountability model, internet penetration and public-private partnership need to be addressed through policy that can assess measurement, performance and effectiveness of e-governance. There has been a certain shift towards integrating technology, new management philosophies, and internationally driven public policy agendas. However, the obstacle to effective ICT use lies in the leadership within the public administration sector, building ICT as disciplinary collaborations and rethinking its public policy discourse in response to a rapidly evolving landscape.