Citizen Centric Assessment of E-Governance Service Delivery through E-Mitra Centres of Ajmer and Jaipur

Abstract

Citizen participation in the governance processes is integral to the successful running of any governance and the very purpose of good governance. E-Mitra is an ambitious E-governance initiative of Government of Rajasthan (GoR). This research effort is conducted to assess the quality of service being provided at the E Mitra center. This exploratory research study user expectations from E-Government services and the issues and barriers which the users encounter when using these services. The research uses a structured interview questionnaire to discover the technical and operational aspects of E Mitra Services. The findings suggest acceptable level of user satisfaction and hints at several methods for service improvement.

Keywords: Citizen Centric E Governance, E Mitra, CSC, Consumer Service Centre, E Mitra model, Quality of service at E Mitra, Citizen participation