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.
E-governance, Public Service Delivery, Rapid Assessment System (RAS), Citizen
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,
Indian Journal of Public
66(3) 297–311, 2020
© 2020 IIPA
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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.
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.