The Need for Automation of G2C Front-end Services
February 1, 2018 In E-GOVERNANCEAn Assessment of the G2C Service Delivery Scenario: E-governance initiatives in India, have generally been confronted with a dual challenge – the first being the automating of government departments and the second being taking the online services to the common man. The western models of e-Governance, are not feasible for emulation for us, as statistically speaking out of our 1.2 billion population almost 70% reside in rural areas where the tele-density percentage is 33%. However, since we cannot do away with e-governance implementations or neglect the rural population, innovative solutions that are tailor-made for the Indian scenario is what is truly needed. The existing service disbursal system, unfortunately, is almost synonymous with delays and inefficiency. This can be attributed, largely to manual processes that require long approval workflows and also the capturing of redundant data via innumerable forms. The absence of a centralized database, has in the past meant minimal data sharing between government agencies, which has only exacerbated the difficulty for citizens looking to avail multiple government services. Recent initiatives by the government of setting Mission-Mode projects (MMPs) under the National e-Governance Plans (NGeP), are promising and have accordingly delivered a mixed outcome. In order for any G2C initiative to reach its objective, the following outputs need to be taken into consideration:
- Design and development of the integrated web portal.
- Improving the capacity of relevant service-providers/citizens to implement/utilize e-Governance.
- Development of outreach material for advocacy/awareness programs.