In the ever-changing landscape of technology and governance, the last one and a half decades have witnessed a remarkable journey, not just for individuals in their careers but for entire nations. Reflecting on this transformative period, Ms Revati Kumar, the CEO and Executive Director of Goa Electronics Limited, Government of Goa, shares insights into the challenges and triumphs experienced in the realm of information technology.
Two and a half decades ago, the IT sector faced monumental challenges in India. Among the formidable hurdles was the imperative need for capacity building, both in terms of technology infrastructure and the proficiency of government personnel. Fast forward to the present, and Kumar observes that these obstacles have largely been surmounted. The focus has shifted from foundational capacity building to a more contemporary challenge—meeting the heightened expectations of citizens.
One of the pivotal shifts, as highlighted by Kumar, has been the endeavor to minimize direct citizen-government interactions. The aim is to establish a system where engagement with the government occurs only when absolutely necessary. The emphasis is on creating platforms for service delivery that efficiently cater to citizen needs, eliminating the need for physical visits to government offices.
Kumar emphasizes the significance of being a good listener in this evolving landscape. The ability to attentively hear and comprehend the grievances and feedback from citizens has become a cornerstone of successful governance initiatives. The evolution from a time when capacity building was the primary challenge to the present focus on meeting citizen expectations underscores the dynamic nature of governance in the digital age.
At the forefront of this shift is the commitment to achieving zero interaction with the government unless unavoidable. Kumar envisions a scenario where systems seamlessly fulfill citizen expectations without necessitating direct involvement. The advent of service delivery platforms plays a pivotal role in realizing this vision, enabling governments to deliver services efficiently and effectively.
According to Kumar, a willingness to understand and address the needs of end-users is indispensable for the success of any government initiative. Regardless of how sophisticated a system may be, its efficacy ultimately hinges on the government’s ability to listen to its citizens.
As technology continues to reshape the landscape of governance, Kumar’s insights offer a glimpse into the evolving priorities and challenges faced by those at the forefront of digital transformation. The journey from overcoming capacity-building challenges to focusing on citizen-centric service delivery marks a paradigm shift that positions technology as an enabler for responsive and efficient governance.
