In what ways can civil servants use emerging technology to ensure effective delivery of public services and bring about change in India? (Answer in 150 words)
Model Answer Efficiency in Service Delivery: ICT has streamlined government services, enabling faster, more accurate service provision. A prime example is the Common Service Centres (CSCs), which provide rural communities with direct access to essential government services, utility payments, and welRead more
Model Answer
- Efficiency in Service Delivery: ICT has streamlined government services, enabling faster, more accurate service provision. A prime example is the Common Service Centres (CSCs), which provide rural communities with direct access to essential government services, utility payments, and welfare schemes.
- Transparency and Accountability: ICT tools have facilitated real-time access to government finances and activities, thereby improving transparency. For instance, PRIASoft, an online accounting software, allows citizens to track the financial status and audits of their local Panchayats.
- Citizen Engagement: Platforms like MyGov have empowered citizens by providing them with opportunities to offer feedback, voice concerns, and participate in decision-making processes, thus strengthening democratic governance.
- Strengthening Panchayats: ICT has enhanced the effectiveness of Panchayats through platforms like eGramSwaraj, which improves transparency in decentralized planning, progress tracking, and Panchayat financial reporting.
Major Challenges in Leveraging ICT’s Full Potential
Despite these advancements, several obstacles hinder the full utilization of ICT at the grassroots level.
- Digital Illiteracy: A significant barrier is the low level of digital literacy, especially in rural India. According to recent reports, only 38% of households in India are digitally literate, making it difficult for citizens to fully engage with ICT-based governance tools.
- Limited Infrastructure: Rural areas face persistent challenges with unreliable electricity and poor internet connectivity, which impede the effective implementation of ICT solutions.
- Privacy and Security Concerns: Many rural residents remain apprehensive about using digital platforms due to fears of data breaches and cyber threats, which can undermine trust in online governance tools.
- Language and Content Barriers: The dominance of English and Hindi in digital content limits accessibility for the diverse linguistic communities in rural areas. Translating content into local languages is crucial for inclusive governance.
- Inadequate Capability Among Officials: There is a lack of technical expertise among Panchayat officials, which makes it difficult to manage and leverage ICT infrastructure effectively.
In conclusion, while ICT has significantly reshaped governance at the grassroots level, overcoming these challenges is essential for maximizing its potential.
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Civil servants face many challenges in the exercise of their duties such as fragmentation of data, inadequate funds, growing complexity of the needs of citizens, ageing population, increasing vulnerability due to climate change, etc. In this context, maintaining adequate levels of efficiency and briRead more
Civil servants face many challenges in the exercise of their duties such as fragmentation of data, inadequate funds, growing complexity of the needs of citizens, ageing population, increasing vulnerability due to climate change, etc. In this context, maintaining adequate levels of efficiency and bringing transformation in the lives of people are becoming more difficult day-by-day.
In this context, emerging technologies and automation can enable the government to provide outstanding levels of customer experience, driven by innovations. It can be utilised by the civil servants in ensuring efficient public service delivery and affecting change in India in the following ways:
Civil servants can use these technologies to automate routine tasks, process large volumes of data, and improve citizen engagement, thereby making governance more efficient and transparent. Utilising technology to enhance the quality of public service delivery would help in increasing the trust of the citizens in the system.
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