Augmenting Public Service Delivery Through Online Feedback Systems

DOI10.1177/0019556120958914
Date01 September 2020
Published date01 September 2020
Subject MatterArticles
Augmenting Public
Service Delivery
Through Online
Feedback Systems
Yudhishthira Sapru1
Abstract
The 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 chal-
lenges faced in implementing feedback systems, besides highlighting critical suc-
cess 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.
Keywords
E-governance, Public Service Delivery, Rapid Assessment System (RAS), Citizen
Feedback
Introduction
The delivery of public services is one of the fundamental but crucial functions of
the government. Public service delivery systems are designed around the needs
and welfare of the citizens. The importance to bring the citizen to the centre stage
of governance is evident by the inclusion of goals and targets in the list of
Sustainable Development Goals (SDGs).1 Target 16.6 reads, ‘Develop effective,
Article
Indian Journal of Public
Administration
66(3) 297–311, 2020
© 2020 IIPA
Reprints and permissions:
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DOI: 10.1177/0019556120958914
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1 State e-Governance Mission Team-Chandigarh, under NeGD, Ministry of Electronics and Information
Technology, Government of India, New Delhi, India.
Corresponding author
Dr Yudhishthira Sapru, State e-Governance Mission Team-Chandigarh, under NeGD, Ministry of
Electronics and Information Technology, Government of India, Lodhi Road, New Delhi 110003, India.
E-mail: yudhsapru@gmail.com

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