Citizen–Administration Relationship: A Case Study of Public Service Delivery in Chandigarh

Abstract

In recent years, the nature of citizen–administration relationship has undergone considerable transformation within the current global context. This article presents the citizen–administration relationship through a case study of the Department of Registering and Licensing Authority (RLA), Chandigarh—the city beautiful. The article is an empirical study based on primary data, with an objective to gauge the general awareness among citizens of Chandigarh regarding the introduction of the online system of getting a driving license, the extent of satisfaction with the system and the procedural difficulties faced by them. For the purpose of collecting the primary data, a structured questionnaire was prepared for the citizens and an interview schedule for the officials of RLA, Chandigarh. A sample of 100 citizens who were issued driving license during the year 2019–2020 was taken using purposive sampling method. The findings of the study revealed that citizens were well aware about the online system and there was high level of satisfaction among them for this system. However, they were not satisfied with the procedure, as they had to face a number of difficulties due to the introduction of a new system. Therefore, the article suggests measures to revamp the system and make it more citizen-friendly.

Keywords

Citizen–administration relationship citizenship online system delivery of services

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Citizen–Administration Relationship: A Case Study of Public Service Delivery in Chandigarh—The City Beautiful,India

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