E-Governance at the Grassroots: Measuring Citizen Trust in Union Digital Centers in Bangladesh

Abstract

Citizen trust serves as a key indicator of how effectively public institutions function. When institutional performance fails to meet public expectations, it can erode trust and ultimately hinder governance processes. Conversely, efficient, transparent, and responsive service delivery strengthens trust and reinforces government legitimacy. In this context, the Government of Bangladesh has established Union Digital centers (UDCs) to streamline service provision and promote inclusive access to information related to health, education, agriculture, law, human rights, and more particularly for rural populations. This study aims to examine the extent to which citizens trust UDCs, identifying the performance-related factors that shape trust in these service hubs. It also explores how UDCs contribute to the broader e-governance agenda in rural areas. Utilizing both primary and secondary data sources, the research employed a mixed-methods approach. A total of sixty respondents who had previously received UDC services were surveyed through semi-structured questionnaires and fourteen UDC entrepreneurs were interviewed. Findings suggest that citizen trust in UDCs is closely tied to the quality and timeliness of services delivered. UDCs contribute significantly to simplifying government procedures by minimizing bureaucratic layers and making services more accessible and hassle-free. Ultimately, the functionality and responsiveness of UDCs play a crucial role in fostering trust among rural citizens.