Supply Chain Management
Redesigning Public Services Delivery: A Comparative Study of Delivery of Manual Conventional Public Services and Delivery of Public E-Services

Article Details
Pub. Date : Mar, 2019
Product Name : The IUP Journal of Supply Chain Management
Product Type : Article
Product Code : IJSCM31903
Author Name : Vipin Dalal and Sunil Sharma
Availability : YES
Subject/Domain : Strategic
Download Format : PDF Format
No. of Pages : 15



Long queues at every public service desk, corruption and long waiting time with uncertain outcomes are synonymous with public services delivery systems in India. The public services for a population of more than one billion people in India requires a high level of e-services development and a corresponding agility in the delivery of public services in a variety of situations. Public e-services delivery systems are used by the governments at the center and states, resulting in e-government to benefit people in local setting in its own unique way so that citizens’ demands are met and fulfilled, instead of government dictating to citizens. Running public e-services is very cost-efficient than providing manual public services to the citizens. Delivery of eservices through e-governance provides a fertile ground for transparent, efficient and trustworthy governance. Manual public services delivery is full of social division and is a playground for corrupt people and practices. This calls for an empirical exploration to assess and compare the perceptions of users towards delivery of manual conventional public services and delivery of public e-services. This paper therefore assesses and compares the delivery of manual conventional public services and the delivery of public e-services. The purpose of this study is to allow administrators and policy makers to pay proper attention to these issues, which may help them in redesigning public services for effective, efficient, economic and equitable governance.


Digitizing processes using Information and Communication Technology (ICT) ensure real transparency and traceability of all stakeholders and actions taken by each of them, whether it is related to entering, accessing, approving or changing datasets. That can never be fully and cost-efficiently achieved when processes and actions are managed on paper or manually. For example, if citizens’ records are in digital format, it is possible to track who has accessed the data and why, by automatically logging on to that dataset. When citizens’ records are on paper, it is virtually impossible to access all the data and make correct changes. Any attempt to do manually is very costly and will probably be prone to human errors. Thus, building trust between citizens and state is much harder.

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