SERVICE AT A CLICK

The e-governance revolution has reduced the digital divide between rural and urban India, and made government services readily accessible to citizens

- PRADIP R. SAGAR

THE DRUDGERY

Citizen-government interactions in India-whether for payment of government fees/ taxes/ duties, procurement of documents or registering for welfare schemes-had for decades been characterised by inefficiency, lack of transparency and poor accessibility. Heavily dependent on manual processes, citizens faced challenges in availing of government services. There were also endless delays, marked by multiple rounds to government offices, as files inched from desk to desk. Corruption, too, would rear its ugly head all too often. The lack of integration among government departments further hampered service delivery. Awareness about schemes and services remained limited. The outcome? Enormous loss of time and productivity.

VIKAS GUPTA, 56

Advocate, New Delhi

HOW IT TRANSFORMED MY LIFE

"Online building permission has increased transparency"

V