E-public service delivery as an innovative paradigm-shift in Indian governance system: An analysis of Haryana state model
- Indian Journal of Public Administration
- 70(1), Mar, 2024: p.9-24
A paradigm shift in the governance process is being observed because the Central and state governments have started working on Citizen’s Charters to deliver services within a time-frame. Information Communication Technology is playing a great role in fulfilling the service-delivery timelines according to the provisions of Right to Services Act, 2014. The Haryana government has come up with an innovative thesis for the SARAL platform (Simple All-inclusive Real-time Action-oriented and Long-lasting), which intends to simplify and transform public-service delivery system. The objective of this article is to provide a platform for academic discourse by comparing the different public service delivery arrangements as citizens’ rights with the e-service delivery model of Haryana. The author analyses the e-services delivery process, grievances-redressal mechanisms, operational arrangements, working procedure of e-service delivery platform, e-seva scheme for Common Service Centres as prescribed in the Right to Services Act and e-service delivery model of Haryana.
Public Service Delivery Governance Process Citizen’s Charters Service-Delivery Timelines Right to Services Act, 2014 Information Communication Technology (ICT) Haryana Government SARAL Platform Public-Service Delivery System Academic Discourse E-Service Delivery Model Grievance-Redressal Mechanisms Operational Arrangements E-Seva Scheme Common Service Centres Citizens’ Rights E-Governance and Public Administration