Citizen Adoption and Transparency in E-Government Services: Institutional Implementation Challenges in NADRA and FBR Perspective in Pakistan

Abstract

This research examines the reasons behind Pakistan's slowness to fully adopt e-government services, focusing on two important federal organizations: NADRA and the FBR. In addition to surveying 250 residents, researchers conducted 20 in-depth interviews with employees of these regional offices in Hyderabad and Bahawalpur. They found that the most important variables influencing the adoption of e-government are institutional capability and digital literacy, but people's desire to use these services is only somewhat influenced by transparency and citizen adoption trust. The study also demonstrates how bureaucratic roadblocks, inadequate staff training, and privacy issues undermine public adoption trust and hinder the full implementation of e-government services. The citizens' adoption is further restricted by cultural and awareness concerns, particularly in urban areas like the Hyderabad region. The results highlight the need for improved digital education, improved ICT infrastructure, more transparent regulations, and strong institutional collaboration in all perspectives in order to overcome regional divides and gaps to increase the efficacy and reliability of the trustworthiness of the e-government services system for these particular regions and for all Pakistanis.