Performance Analysis of E-Governance Citizen-Centric Services Through E-Mitra in Rajasthan

Abstract

Implementing a citizen-centric approach to delivering government services is the need of the hour which creates and maintains a level of dialogue and trust between citizen and government. As per the study conducted so far, it was seen that implementing such system aids in increasing the public satisfaction and reduces cost. In technical terms, this process is called e-Governance. E-Governance is the application of information and communication technology (ICT), which acts as a medium for the delivery of government services, information exchange, communication transactions, integration of different systems and services between government and citizen (G2C) and government and government (G2G). In Indian scenario, National e-Governance Plan (NeGP) is an initiative taken by Indian government to provide all types of government services to the citizen of India. Rajasthan, a state of Indian country which is considered to be lacking behind in terms of technological advancement, is possibly one of the very few states where e-Governance initiatives are going on successfully from a very long time. Presently, there are many e-Governance practices prevailing in the state like Bhamashah Yojana, e-PDS, Rajasthan Payment Platform, eSanchar, iFact, Sampark, eBazaar, Raj Wi-Fi, Raj eVault, etc., but the nationally renowned e-Mitra launched in 2005 has a wider scope in terms of both people reach and government services offered. The research work presents an analysis of e-Governance citizen-centric services through e-Mitra in Rajasthan. The research work attempts to provide an insight into the ongoing e-Governance practice of e-Mitra to reveal how digitization can be used to enhance the reach and the actual effect of such government services.