E-Governance Implementation in the Telecentres of Karnataka, India: Costs, Governance & Benefits

Abstract

E-Governance is the interaction between a Government and its citizens to deliver services in an efficient manner by means of information technology and telecommunication. The study takes into account three aspects namely, costs incurred by citizens, enhanced governance and benefits experienced by officials while delivering citizen services through telecentres set up at the hobli level of the state of Karnataka. Interviews and discussions were held with officials at the telecentres on the aspects of costs, governance and benefits. The study explores whether the personnel at the telecentres benefit from eGovernance Implementation. The research adds up to the literature in establishing that apart from the citizens, officials also have an enhanced delivery experience of citizen benefit certificates inspite of few issues. The study proposes policy changes by the Government to render better services and governance to the citizens.

Keywords: E-Governance Implementation, Telecentres, Citizen Services, Citizen Benefit Certificates, Nadakacheris, Hoblis, Atalji Janasnehi Kendras, Transparency, Governance, Benefits, Costs