Analysis of the Successes and Challenges of Implementing Citizen-Centric Public Service Delivery: A Study on the Use of Online Public Service Applications
Meenu Sharma1, Supriya David2, Manjeet Kumar3
1Dr. Meenu Sharma, Professor, Department of Political Science and Public Administration, Baba Mastnath University, Rohtak (Haryana), India.
2Dr. Supriya David, Associate Professor, Department of Public Administration & Local Self Government, RTM Nagpur University, Nagpur (M.H.), India.
3Dr. Manjeet Kumar, Assistant Professor, Department of Political Science and Public Administration, Baba Mastnath University, Rohtak (Haryana), India.
Manuscript received on 17 February 2026 | First Revised Manuscript received on 24 February 2026 | Second Revised Manuscript received on 18 August 2026 | Manuscript Accepted on 15 September 2026 | Manuscript published on 30 September 2026 | PP: 6-12 | Volume-6 Issue-1, September 2026 | Retrieval Number: 100.1/ijssl.C123205030326 | DOI: 10.54105/ijssl.C1232.05030326
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© The Authors. Published by Lattice Science Publication (LSP). This is an open-access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Abstract: According to the report of India’s Second Administrative Reform Commission, which mentions a zerotolerance approach, the rule of law, increasing institutions’ vitality, responsiveness, and accountability, decentralization, openness, civil service reforms, governance ethics, process reforms, and regular, impartial assessments of governance quality are the fundamental principles for making governance citizen-centric. Regarding the tactics, procedures, instruments, and mechanisms that can effectively make the administration more citizen-centric, the Second Administrative Reform Commission of India has investigated how governance might be made more citizen-centric. Some of these include redesigning procedures to make governance “citizen-centric,” adopting appropriate modern technologies, adopting citizens’ charters, ensuring the right to information, implementing independent service review, establishing grievance redressal systems, and promoting active citizen participation through public-private partnerships. Many state governments passed the Right to Services Act, an excellent way to guarantee citizen-centricity. It takes more than worker behaviour to achieve local governments’ goal of providing people-centric services. It encompasses several additional elements, including the accessibility of institutions and services, the timeliness of services, the availability of service standards and procedures to verify that standards are met, and whether information about services reaches the appropriate demographic. More significantly, the degree to which the decentralized governance system meets the needs of the local community, the degree to which it is answerable to its citizens, the degree of transparency, the degree to which citizens can participate in local governance, etc., all influence how peoplecentric the system is. This paper identifies the organisational components that support successful citizen participation in local government, the behavioural factors that the administration must implement to promote citizen participation in public service delivery, and the advantages of citizen-centric public service delivery. The study’s conclusions showed that the citizens are well-informed about the online system. They expressed great satisfaction with this system. However, they could be happier with the process, as implementing a new system posed several challenges. The study demonstrates the government’s commitment to enhancing public service delivery through cooperative governance, public-private partnerships, and community participation, showcasing successful implementations and best practices.
Keywords: Transparency, Administrative Reform Commission, Zero tolerance approach, Rule of Law, Responsiveness, Accountability, Decentralization, Openness, Civil Service Reforms, Citizen-Centric Public Service Delivery.
Scope of the Article: Sociology