E-public Service Delivery as an Innovative Paradigm-shift in Indian Governance System: An Analysis of Haryana State Model
| Published date | 01 March 2024 |
| DOI | http://doi.org/10.1177/00195561231204902 |
| Author | Rajesh Kumar Kundu |
| Date | 01 March 2024 |
E-public Service
Delivery as an
Innovative Paradigm-
shift in Indian
Governance System:
An Analysis of Haryana
State Model
Rajesh Kumar Kundu1
Abstract
A paradigm shift in the governance process is being observed because the Central
and state governments have started working on Citizen’s Charters to deliver ser-
vices within a time-frame. Information Communication Technology is playing a great
role in fulfilling the service-delivery timelines according to the provisions of Right to
Services Act, 2014. The Haryana government has come up with an innovative thesis
for the SARAL platform (Simple All-inclusive Real-time Action-oriented and Long-lasting),
which intends to simplify and transform public-service delivery system. The objective
of this article is to provide a platform for academic discourse by comparing the differ-
ent public service delivery arrangements as citizens’ rights with the e-service delivery
model of Haryana. The author analyses the e-services delivery process, grievances-
redressal mechanisms, operational arrangements, working procedure of e-service
delivery platform, e-seva scheme for Common Service Centres as prescribed in the
Right to Services Act and e-service delivery model of Haryana.
Keywords
Public service delivery, e-service delivery, right to public services, common
service centres, district information technology societies
Introduction
Public service delivery is the primary function of a democratic state and a pivot of
citizen-centric governance. Technological innovations are essential for responsive
Article
Indian Journal of Public
Administration
70(1) 9–24, 2024
© 2023 IIPA
Article reuse guidelines:
in.sagepub.com/journals-permissions-india
DOI: 10.1177/00195561231204902
journals.sagepub.com/home/ipa
1 Department of Public Administration, Maharshi Dayanand University, Rohtak, Haryana, India
Corresponding author:
Rajesh Kumar Kundu, Department of Public Administration, Maharshi Dayanand University, Rohtak,
Haryana 124001, India.
E-mails: rajesh.pubadm@mdurohtak.ac.in; rajeshkundu21@gmail.com
10Indian Journal of Public Administration 70(1)
and accountable public governance. Accountable governance is not only answer-
able to the public regarding decisions taken by the government but also responsi-
ble for safeguarding appropriate use of revenue raised from taxpayers. With the
advancement of Information and Communication Technology (ICT), electronic
government (e-government) has emerged as an effective means of delivering
governmental services to its citizens. While e-government has already established
itself as the primary enabler for transforming the way public services are offered
to citizens, e-Governance is a process and/or an applied eld of e-government.
Common Service Centres (CSCs) are the products of National e-Governance Policy
as the front-end service delivery outlets enabling smooth and transparent govern-
ance to citizens. These are considered as the one-stop shop for delivering multiple
public services by various departments. CSCs are considered as change agents for
public service delivery reforms as well as promotion towards rural entrepreneur-
ship (PwC, 2015, p. 25). The Government of Haryana envisioned a paperless,
cashless, and faceless service-delivery mechanism for its citizens to give them a
smooth, effortless, and transparent experience (Government of Haryana, 2019, p. 10)
through Common Services Centres. These Centres provide public e-services to
the citizens by using e-technologies at locations other than government ofces.
Village Level Entrepreneurs have been selected by district-level ofcers to operate
the CSCs on commission basis for each service provided by them (Government of
Haryana, 2017, p. 35). Most of these services are also in the ambit of The Haryana
Right to Service Act, 2014.
Contribution of Research in Expanding the Subject Matter
The subject matter of any discipline is dependent on the research efforts for explor-
ing the different dimensions of literature analysis. It is important to clarify the ideas,
establish the theoretical roots of the study and help in developing the research meth-
odology (Kumar, 2014, p. 48). A representation of expanding the subject matter
through reviewing the specic relevant literature is highlighted in Table 1.
Methodology
In this article, an archival research method is used to trace the history of e-service
delivery in Haryana and Right to Public Service Delivery Legislation in India as
well as in Haryana. Content analysis is a technique for analysing a body of text
and enabling an investigator/researcher to draw meaningful interpretations and
make inferences about the patterns in the content of the overall body. This article
analyses the contents of networking the New Public Management (NPM), New
Public Services (NPS) and New Public Governance (NPG) concepts as the theo-
retical perspective of e-service delivery as well as the review of relevant essential
literature. It examines the present status of right-based and time-bound public-
service delivery in Haryana as a part of e-governance policy/process.
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