Assessing Challenges in the Implementation of Digital Services by the NUG
A Sociotechnical Framework Perspective
DOI:
https://doi.org/10.59490/dgo.2025.1058Keywords:
Digital Governance, National Unity Government (NUG), Sociotechnical Framework, Public Service Delivery, Digital InclusionAbstract
This research investigates the challenges encountered by the National Unity Government (NUG) of Myanmar in delivering digital services amidst the complex socio-political landscape shaped by the 2021 military coup. Employing a sociotechnical framework, the study examines the interplay of technical systems and social dynamics in NUG's initiatives across health, education, and financial services. Digital services such as Telekyanmar, Nway Oo University, and Spring Development Bank are analyzed as transformative tools for governance and public engagement. Despite their potential, these services face critical obstacles, including internet connectivity issues, cybersecurity threats, power shortages, resource constraints, and digital literacy gaps, particularly in rural and conflict-affected regions. The study also highlights the importance of inclusivity, with attention to ethnic and cultural diversity, emphasizing the need for localized solutions and multilingual accessibility.Using mixed-method research, the analysis incorporates in-depth interviews, surveys, and secondary data to capture diverse perspectives from stakeholders, technology experts, and the public. Findings reveal significant adoption barriers stemming from security concerns, trust issues, and lack of infrastructure. Moreover, the public's willingness to engage with NUG’s digital services is deeply influenced by
their perception of the government’s legitimacy, inclusivity, and responsiveness to marginalized communities. The study underscores the importance of building trust and enhancing public access to digital platforms through community-centered approaches, targeted digital literacy initiatives, and robust cybersecurity measures.By addressing these challenges, the research offers actionable policy recommendations to optimize NUG’s digital governance. It calls for investment in digital infrastructure, capacity-building programs, and international collaborations to support the sustainability and effectiveness of these services. The findings provide critical insights into how digital governance can serve as a tool for resilience, inclusivity, and legitimacy in the face of authoritarian oppression, advancing the broader goals of democracy and transitional justice in Myanmar.
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