Digitalization in the service delivery of upazila land offices in Bangladesh: Challenges of barishal sadar upazila land office

Land is an indispensable instrument to human beings. In Bangladesh, upazila land offices have adopted digitalization in land service delivery for reducing the complexity of land related services. As a part of improving the state of digital public service delivery, the government plans to extend the digital land management framework at all upazila's level to deliver land service effectively and efficiently. But in reality, there are many challenges in the digital service delivery at upazila land office due to various factors. So, it is necessary to know the current utilization of digitalization and find out the factors affecting digitalization in the land service delivery in upazila land offices. The study tried to gather the perception of service providers and service receivers about digital land services delivered by the upazila land offices. The study has applied both qualitative and quantitative approaches. Quantitative data has been collected through questionnaire surveys. And qualitative data has been collected both from in-depth interview and content analysis. The findings of the study suggest that lack of institutional and operation capacity as well as bad cultural practice of the staff in service delivery slows the speed of proper implementation of digitalization in land administration.