IMPACT ASSESSMENT OF e-GOVERNANCE: A CASE STUDY OF SUWIDHA CENTRES IN PUNJAB

Abstract

In Punjab, e-Governance is being implemented through three ways i.e. core e-Governance projects, front-end delivery channels and department level e-Governance projects. Suwidha centre is a front-end delivery channel, which started in 2003 at Fatehgarh Sahib and is providing various services to citizens under same roof in a time bound manner. In this paper, an attempt has been made to assess the economic, quality of governance and process improvement impact of Suwidha centres on citizens. To meet this objectives, a well-structured questionnaire has been made which have been filled through direct personal interview method from 250 respondents (service users) who were found availing the services from the Suwidha centres during the time of survey from three districts of Punjab namely Hoshiarpur, Patiala and Mansa (selected on the basis of high, medium and low literacy levels in Punjab, respectively). The study concludes that Suwidha centres have increased speed and efficiency in the working process to much extent followed by decrease in time and effort and cost of availing the services. It has also increased transparency in the working procedures. As far as dependence on agents, level of corruption, accountability in the actions of officials, clarity in procedures, convenience of working hours and design of forms while availing the services of Suwidha centres are concerned, there is need of further improvement.