Exploring the Efficiency of ICT Service Delivery and Identifying Critical Factors for Improvement in Bhutan

This paper presents the result of a survey conducted to explore the efficiency and critical factors for improving Information and Communications Technology (ICT) service delivery in Druk Green Power Corporation Limited, the largest wholly-owned corporate entity of the Royal Government of Bhutan. Efficient ICT service delivery depends on many factors like technical competency, code of conduct of the ICT service provider. User experience may also get effected by customer service skills of the service provider as well as the working relationship existing between them. Understanding the changing user needs and evolving business needs also plays a critical role in standing up to the users expectation. Therefore, efficient ICT service delivery encompasses creating a comfortable user experience while providing timely, effective and complete service performance which contributes to leveraging technology resources for improving performance of the organization. Understanding the current efficiency of service delivery can provide an insight to the organizations management team towards better resource optimization as well as skills, knowledge and human resources development. IT service delivery plays a crucial role in enabling an organizations workforce to add value to the organization by increasing their productivity. The end-user experience interacting with the Service Desk can help ICT to be perceived as an equally important partner in achieving business goals. The survey finding indicates that, among other factors, Technical Competency and Reliability of Service are the important areas of improvement for an organization to channel its efforts and resources to provide an efficient service delivery along with a pleasant experience for the end users.