000			01385nam a22001577a 4500
999			_c517440 _d517440
008			210715b ||||| |||| 00| 0 eng d
100			_aSapru, Yudhishthira _926644
245			_aAugmenting public service delivery through online feedback systems
260			_aIndian Journal of Public Administration
300			_a66(3), Sep, 2020: p.297-311
520			_aThe importance of citizen feedback on public services can never be undermined. However, for many public service organisations, citizens’ feedback is the least of the priorities. Technology has not only helped in improving public service delivery but also the feedback part of it. This article highlights the importance of feedback in the context of public service delivery. It also identifies the challenges faced in implementing feedback systems, besides highlighting critical success factors. Further, it has been discussed how online feedback systems have transformed the way citizens interact with public authorities. This article also discusses the Rapid Assessment System (RAS), which is a generic technology-enabled platform for seeking real-time citizen feedback on public services. – Reproduced
650			_aE-governance, Public service delivery, Rapid assessment system (RAS), Citizen feedback _925220
773			_aIndian Journal of Public Administration
906			_aE-GOVERNANCE
942			_cAR