Taking a Citizen-Centric Approach to E-Service Delivery: A Case Study of Chandigarh City (India)

Abstract

Governments around the world have recognized the potential of Information & Communication Technology (ICT) to design and deliver e-services. One key idea underlying this development has been service orientation and making government more ‘citizen-friendly’ and ‘service-conscious’. Chandigarh Administration has taken steps to improve quality of life of citizens by designing and delivering services through various e-governance initiatives. Administration’s most significant aspect of ICT is e-Governance and the most encompassing initiative in this context is ‘Project e-Sampark’. The purpose of this project is to bring together the services of all departments under a single umbrella and give the citizens a ‘Multi-service—Single-Window’ experience. The objective of the study is to evaluate end-users experience about design and delivery of citizen-centric e-services. An exhaustive questionnaire was prepared to do an in depth exploratory level research. The data collected through the field visits was analyzed to discern the perceptions and expectations of the citizens. Data was analyzed both quantitatively and qualitatively and the interpretation was done using simple tables, charts, and graphs. The paper concludes with pointers to certain challenges and opportunities that lie ahead for effective implementation of citizen-centric services in city Chandigarh.

Keywords: Information & Communication Technology (ICT), Citizen-centric E-services, Multi Service-Single Window, Citizen satisfaction and Critical Success Factors, Good Governance

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