Introduction A Citizens’ Charter is a public declaration by a government organization or public service provider, specifying the standards of service, rights of citizens, and mechanisms for grievance redressal. Introduced in India in the 1990s following recommendations by the Department of Administrative Reforms and Public Grievances (DARPG), the charter aims to promote transparency, accountability, and…
Introduction The rapid expansion of digital technologies has fundamentally transformed how governments function, interact with citizens, and deliver public services. Under the umbrella of e-governance, states across the world have adopted information and communication technologies (ICTs) to improve efficiency, transparency, accountability, and inclusiveness in governance. In India, initiatives such as Digital India, online service portals,…
Introduction Information and Communication Technology (ICT) has emerged as a powerful enabler of development, governance, and service delivery in the modern world. In India, ICT-based projects and programmes have been widely adopted in sectors such as governance (e-governance), education (digital classrooms), healthcare (telemedicine), agriculture (e-NAM, digital advisories), finance (digital payments), and social welfare (Direct Benefit…