Article 1: Partial digitisation
Why in news: Digital governance and citizen services are in news due to growing concerns over unreliable online portals, cybersecurity vulnerabilities, accessibility issues, and inefficiencies in services such as Aadhaar updates, e-Sanad, and property registration.
Key Details
- Faceless governance reduces corruption and delays.
- Cybersecurity weaknesses threaten citizens’ data safety.
- Poor accessibility excludes many users from digital services.
- Frequent technical failures reduce trust in e-governance systems.
- Reliable Digital Public Infrastructure is essential for citizen empowerment.
Promise of Digital Governance
- Digitising citizen services can improve transparency, efficiency, and accessibility.
- Faceless governance reduces corruption and rent-seeking practices common in government offices.
- Greater availability of online services empowers citizens and saves time.
- Countries such as Estonia have demonstrated successful digitisation by moving even divorce procedures online.
- Collaboration with private platforms such as WhatsApp in States like Gujarat helps expand digital service delivery.
Major Challenges in Digital Service Delivery
- Government systems often show a lack of trust towards citizens despite claims of citizen-centric governance.
- Many online services suffer from poor reliability and frequent technical failures.
- There is systematic underinvestment in maintaining digital infrastructure.
- Several essential services managed by States remain highly dysfunctional.
- Problems are visible in areas such as:
- Property registration
- Marriage registration
- Other civil documentation services
Cybersecurity Concerns
- Serious weaknesses continue in cybersecurity infrastructure.
- Public databases often lack adequate protection of citizens’ data.
- Indian Computer Emergency Response Team (CERT-In) has not effectively addressed cyber threats.
- Data security is often taken for granted despite increasing digital dependence.
- Weak cybersecurity reduces public trust in digital governance.
Problems Faced by Citizens
- Citizens repeatedly enter the same information on multiple forms despite systems like DigiLocker existing to simplify documentation.
- Minor spelling or name mismatches can lead to rejection of applications.
- Most systems do not allow users to correct errors easily without restarting the entire process.
- Poorly designed portals increase inconvenience and frustration.
- Citizens frequently depend on outside assistance for self-service portals.
Accessibility and Inclusion Issues
- Many government websites lack:
- Accessible design
- User-friendly interfaces
- Support for persons with disabilities
- Large sections of the population struggle with digital processes.
- Digital exclusion creates dependence on agents and middlemen.
- The intended benefits of self-service governance are weakened.
Examples of Dysfunctional Digital Services
- e-Sanad was launched to help citizens legalise documents for overseas travel and migration.
- Even after a decade, only a few States are integrated into the system.
- Citizens from non-participating States still rely on:
- Middlemen
- Touts
- Lengthy offline verification processes
- Delays affect time-sensitive procedures such as obtaining Apostille certification.
Persistence of Offline Difficulties
- Broken digital systems are often matched by equally cumbersome offline alternatives.
- Updating details in Aadhaar frequently requires physical visits to offices.
- Lack of seamless integration defeats the purpose of digital governance.
- Citizens continue facing procedural complexity despite technological advancements.
Need for Trust and Quality Service
- India’s Digital Public Infrastructure, including:
- Unified Payments Interface (UPI)
- Aadhaar
has significant transformative potential.
- However, successful digital governance requires:
- Reciprocal trust between government and citizens
- Reliable service delivery
- Continuous system uptime
- Strong cybersecurity safeguards
- Without quality and accountability, digital systems cannot fully achieve citizen empowerment.
Conclusion
Digital governance can transform public service delivery by improving transparency, efficiency, and accessibility. However, India’s digital ecosystem still faces challenges of poor infrastructure, cybersecurity risks, lack of accessibility, and citizen inconvenience. Strengthening trust, ensuring reliable systems, improving user-friendly design, and investing in secure digital infrastructure are essential for achieving truly inclusive and effective e-governance in India.
Descriptive question:
Q. “Digital governance has the potential to enhance transparency and citizen empowerment, but issues of accessibility, cybersecurity, and administrative inefficiency continue to hinder its effectiveness in India.” Discuss the challenges associated with digital delivery of citizen services in India and suggest measures to improve digital governance. (250 words, 15 marks)