Authors: Ms. Vineetha V, Mr. Ajeesh S
Abstract: In the modern digital era, the integration of technology into public service delivery has transformed governance systems worldwide. This study examines how Information and Communication Technology (ICT) enhances the efficiency, transparency, and accessibility of public services. Traditional public administration systems were often characterized by delays, lack of transparency, and inefficiencies. However, the adoption of e-governance initiatives has significantly improved service delivery by reducing paperwork, minimizing corruption, and enabling faster processing. The research focuses on key digital platforms and initiatives such as online portals, mobile applications, and digital identity systems that facilitate seamless interaction between citizens and government institutions. The study also highlights challenges such as the digital divide, cybersecurity concerns, and lack of digital literacy that hinder effective implementation. A mixed-method research approach was adopted, combining survey data and secondary sources to analyze public perception and usage patterns. The findings reveal that while technology has improved service delivery significantly, there is still a need for improved infrastructure, awareness, and user-friendly systems. The study concludes with recommendations to strengthen digital governance and ensure inclusive access to public services for all citizens.
DOI: http://doi.org/10.5281/zenodo.20714337
