Improving the Delivery of Public Services through New E-governance Models

The increasing focus on the delivery of better and qualitative services to citizens using information technology tools has become order of the day. The governments across the world are vying with each other to serve citizens better through speedy delivery of services and also convenient models. All such changes have necessitated the need to create new models of E-governance where the government can act as a facilitator and a supporter and the actual services are provided by the authorized service agents, approved and appointed by the government under public private partnership mode. This new model of E-governance has been quite successful in delivering services to the citizens. The focus of the paper is to provide insights into E-governance model of service delivery which is fast catching up in certain states of India. The model provides a suitable arrangement where the authorized agents provide the necessary services to citizens. The paper focuses on how such practices have transformed the government-citizen interface and have altered the landscape of governance. The paper highlights the results of the survey carried out in the state of Andhra Pradesh, India, where services are delivered through authorized service agents. The paper brings out the citizen perception towards the delivery model and the model is considered to have led to increase in transparency and objectivity in the delivery of certain public services.