e‐Suvidha A Citizens' Perception Study

Abstract

E-governance opens up the door to a vast opportunity for transforming governance in terms of efficiency of service delivery, empowerment of citizens, transparency, and accountability. This study aims to gauge the impact of e‐Suvidha (an e governance initiative) on citizens, in accordance with their needs and expectations; and attempts to improve the framework of assessment in terms of ease of interaction, total time of processing, wait time at the counter, dehvery of serviCes, etc. Hence, a more in depth assessment of the impact has been made and defined in concrete terms. Such projects must be constantly monitored and assessed. This will enable sharper targeting of benefits (to end users) that can be. delivered, and requisite features or process reforms can then be incorporated in the design of thee-government project. The premise of this study can thus be used for assessing the impact of similar e-governance projects in other countries