E-GOVERNANCE IN PUNJAB: AN ANALYSIS OF STRATEGIES AND ITS IMPACT ON CITIZEN SERVICES

Abstract [English]

E-governance in Punjab represents a critical shift in the way public services are delivered to citizens, with a focus on enhancing transparency, efficiency, and accessibility. This research article analyses the state’s digital governance strategies, examining the scope, implementation, and impact of various e-governance initiatives on citizen services. The study explores Punjab’s efforts in integrating Information and Communication Technology (ICT) into government processes, especially in sectors such as public administration, healthcare, education, rural development, and law enforcement. Through a comprehensive review of government documents, policy reports and research work the article provides insights into the state's adoption of digital technologies like e-District services, digital platforms for revenue management, online grievance redressal systems, and e-Procurement services.
The article highlights several successful e-governance initiatives such as the Punjab State e-Governance Society (PSeGS) and the Punjab Land Records Society (PLRS), which have streamlined citizen interactions with government departments, making services more transparent and reducing bureaucratic inefficiencies. Moreover, initiatives such as Punjab M-Governance and the Punjab Rural Development and Panchayat Department’s digital platforms have further extended access to essential services, particularly in rural areas where traditional service delivery models have been historically inadequate. These platforms have enabled citizens to access government services remotely, reducing the need for physical visits to government offices and minimising delays in service delivery.