Government-citizen Interaction through Innovative ICT Models:A Case Study of Suwidha in Punjab in India
The proliferation of information and communication technologies (ICT) in the wake of globalization has had a cascading impact on the way the governments dealt with their citizenry the world over.The adoption of information technology in governance has not only improved the quality of service delivery, but also resulted in the establishment of different channels and platforms through which citizens can interact with their governments at federal, provincial and regional level.Public services, though, remain a major concern when it comes to electronic governance.The participatory approach of E-governance has made a marked difference in the framing of policies that affect the citizens at large.This has been the experience of governments in India at the provincial and district level.The north Indian state of Punjab has done a pioneering work in terms of taking the administration at the district level closer to the people by installing civic utilities at the district and sub district levels offering a wide range of services as well as public grievance redress and communication mechanism with the officials of various departments and agencies.This project named Suwidha (Single User Window Disposal Help Line for Application) has been conceived in 2002 to facilitate citizen by capturing the input at a single point, defining a specified delivery date depending upon the type of service and accepting cash at the counter itself.A through grievance redress system is part of this facility.Through this project, all applications received are recorded and monitored against the delivery due date, branch-wise.Computerized print, placement of processes has improved the quality of service.Transactions are done in local language (Punjabi).Complaints and suggestions can be made on civic services and government policies as well.
Information and communication technology Governance Public participation Public services District administration Suwidha
KUTHADI Arjun Rao
Department of History,Osmania University,Hyderabad,India,500007
国际会议
2013 International Conference on Public Administration (9th)(2013年第九届公共管理国际会议)
南非
英文
908-913
2013-10-31（万方平台首次上网日期，不代表论文的发表时间）