E-governance initiative in Sri Lankan public service delivery

This paper takes into account the challenges and issues involved in transforming the delivery of public service from a conventional paper based style towards IT based digital system. While the change may be welcome and necessary in the wake of present days needs; executing the transition may not be all that simple and easy to come. This paper brings forth the experience gathered by authors through their practical involvement on the ground in a project that involved bringing IT based systems into important public service routines. The paper examines horizontal and vertical barriers across the hierarchical organizational structure that would require holistic as well integrative customization of the transformation process.