E-governance services through telecentres-role of human intermediary and issues of trust

Studies on telecentres have shown that the centres can become socially relevant only when they provide services in accordance with the needs of the local community. The studies have also shown the importance of a local intermediary in making telecentres successful. The paper shows how trust between citizens and intermediaries at various levels affect the way e-governance services are delivered through telecentres. Drawing on the theoretical framework of the sociology of governance and taking an institutionalist perspective, this paper highlights how the institutional membership of the intermediary is critical for an engaging relationship between citizens and providers for providing services. The paper is based on an empirical study of Akshaya telecentre project in Kerala.