Towards Efficient, Citizen-centric and Transparent Public Services in Punjab through Sewa Kendras: An Assessment of Infrastructure, Service Delivery and Citizen Satisfaction
Keywords:
Sewa Kendras, e sewa, transparency, citizen centric, e governance, satisfaction, public serviceAbstract
This paper based on a study examines the functioning of Sewa Kendras in Punjab, established to deliver efficient, citizen-centric, and transparent public services. Sewa Kendras were designed to replace fragmented service delivery mechanisms with a unified, technology-enabled, single-window system. The study—commissioned by the Department of Planning, Government of Punjab, and conducted by the author—assesses the performance of nine Sewa Kendras across Punjab’s three major regions: Majha, Doaba, and Malwa. A mixed-methods approach, incorporating surveys, interviews, and field observations, was used to evaluate their operations.
The findings indicate that while substantial progress has been made in establishing accessible e-governance platforms, several critical challenges remain. These include infrastructure gaps, inadequate public amenities, staff shortages, outdated IT equipment, and the absence of online payment facilities. Citizen satisfaction also varies considerably, with rural centres facing greater difficulties related to digital access and literacy. The study recommends strengthening digital infrastructure, upgrading essential amenities such as drinking water and sanitation, addressing workforce and capacity issues, and implementing targeted public awareness initiatives. Overcoming these challenges will be crucial to ensuring that Sewa Kendras evolve into effective, inclusive, and citizen-friendly governance institutions across Punjab.
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