(GIST OF YOJANA) Transformational Shift in Delivery of Services [JULY-2019]

(GIST OF YOJANA) Transformational Shift in Delivery of Services


Transformational Shift in Delivery of Services


  •  Indian history is replete with instances services of Government who were extremely conscious of their duty to provide services to their citizens.
  •  Continuous efforts were made by them to set up systems of good governance through various schemes and laws.
  •  These systems were however largely based on records, files and transactions which were generally physical.
  •  It has been only in recent years that the concept of citizen centric e-Services has come to the fore.

Aim of the e-Services

  •  Citizen centric e-Services aim to digitally empower the society and transform the economy. They aim to restyle how citizens avail of services and participate in the economy using less cash, opting instead for UPI, internet banking, direct benefit transfer, digital payment platform etc., using unique identification techniques, like Aadhaar, so as to drive financial inclusion with minimum lapses and delays.
  •  Government's push towards a Paper-less, Presence-less and Cashless model of e- govemance and the launch of Aadhaar, UPI and BHIM have transformed the economy.
  •  Banking is fast moving from branch banking to a virtual world of banking called Digital Banking.

Various citizen centric schemes

  •  Various new citizen centric and transformational digital platforms that have been developed include BHIM-UPI, e- NAM, GSTN, DigiLocker, GeM, e-Hospital, MyGov, UMANG, SWAYAM, Jeevan Pramaan. NSP etc. These efforts are heavily dependent upon the efficient use of technology and as a result technology is increasingly being used to transform learning, economy and citizen services delivery mechanisms.
  •  The reach of mobile network, internet and electricity is expanding its reach to remote areas, thereby ensuring that the marginalized sections of the society are also brought into the mainstream.

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Key beneficiaries

  •  This digital transformation is facilitating the ease of access for citizens with disabilities as well and empowering them to access various products and services despite mobility constraints.
  •  In the field of education too, technology is playing a greater role than ever before and is transforming classrooms from being isolated units of learning to more  collaborative and communicative spaces with digital pedagogies, critical enquiry and component of e-Kranti pillar under the Digital India programme. To leverage GIS demographic spaces that go beyond under Digital India. Ministry of Electronics geographical constraints.
  • Likewise, to minimise farmers’ distress, and Information Technology (MeitY) had launched National Centre of
    digitalising of farming systems and creating a database is also a step towards GeoInformatics (NCoG) in December 2015. A major e-governance sub-system, GIS is achieving sustainable agricultural production.
  • The delivery of services to citizens in an  an important lever to accelerate growth and increase focus in numerous domains including government, efficient, transparent and effective manner education, environment, natural resources has been addressed by the Geographic and business. NCoG platform is aimed as
  • Information System as a decision support system for developmental planning.
  • Citizen centric e-Services focus on a single source GIS platform for sharing, collaboration, location-based analytics and as a decision support system, catering to accessibility, quality, efficiency, affordability, delivery, mobility and user experience.
  • Products and services can no longer be viewed in isolation from the larger evolving scenarios around us and there should be a healthy mix of technology with progressive policies and practices.

Way forward

  • The Digital India programme and the tremendous focus of the Government on providing citizen centric e-Services are resulting in the Indian citizens witnessing not only a transformational shift in the delivery of services but also a better engagement of the Government with its citizens.

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