A review of the right to time-bound delivery of public services in India
By: Chaubey, Santulan Mathur, Kritika and Taneja, Dinesh
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Material type: 
BookPublisher: Indian Journal of Public Administration Description: 71(4), Dec, 2025: p.701-716.Subject(s): e-Governance, Time-bound delivery of services, e-SLA, Process re-engineering, Right to services act (RTS act)
In:
Indian Journal of Public AdministrationSummary: The right to time-bound delivery of public service is an initiative of the government to empower citizens and enhance their trust in the government. Madhya Pradesh, an Indian state, implemented it around 13 years ago, and it was subsequently implemented in most states in India. This study examines the present status of delivering notified time-bound public services using a narrative review. It was found that states and union territories have increased the number of notified services under the Right to Service Act (RTS Act). The state governments used information technology as a tool to deliver public services on time by automating their process. It is observed that the services notified under RTS Acts are not differentiated from other services in service portals. The RTS Acts have played a pivotal role in reducing the timelines for providing public services. However, citizens have minimal awareness about the services notified under the RTS Acts.- Reproduced
https://journals.sagepub.com/doi/full/10.1177/00195561251397539?_gl=1*103t8an*_up*MQ..*_ga*MTU2MzU3NzM4Ny4xNzcwODAwMjUy*_ga_60R758KFDG*czE3NzA4MDAyNTEkbzEkZzEkdDE3NzA4MDA3MTQkajYwJGwwJGgyMTMwOTg5ODYx
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Articles
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Indian Institute of Public Administration | 71(4), Dec, 2025: p.701-716 | Available | AR138102 |
The right to time-bound delivery of public service is an initiative of the government to empower citizens and enhance their trust in the government. Madhya Pradesh, an Indian state, implemented it around 13 years ago, and it was subsequently implemented in most states in India. This study examines the present status of delivering notified time-bound public services using a narrative review. It was found that states and union territories have increased the number of notified services under the Right to Service Act (RTS Act). The state governments used information technology as a tool to deliver public services on time by automating their process. It is observed that the services notified under RTS Acts are not differentiated from other services in service portals. The RTS Acts have played a pivotal role in reducing the timelines for providing public services. However, citizens have minimal awareness about the services notified under the RTS Acts.- Reproduced
https://journals.sagepub.com/doi/full/10.1177/00195561251397539?_gl=1*103t8an*_up*MQ..*_ga*MTU2MzU3NzM4Ny4xNzcwODAwMjUy*_ga_60R758KFDG*czE3NzA4MDAyNTEkbzEkZzEkdDE3NzA4MDA3MTQkajYwJGwwJGgyMTMwOTg5ODYx
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