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Challenges of common service centers (CSCs) in delivering e-government services to citizens in rural India

Sharma, S.K.
; 
Metri, B.
; 
Dwivedi, Y.K.
; 
Rana, Nripendra P.
Publication Date
2021-04
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Keywords
Citizen access outlets, Common Service Centres, CSCs, E-government, Interpretive Structural Modelling, ISM, Fuzzy MICMAC, Rural India
Rights
© 2021 Elsevier. Reproduced in accordance with the publisher's self-archiving policy. This manuscript version is made available under the CC-BY-NC-ND 4.0 license (https://creativecommons.org/licenses/by-nc-nd/4.0/)
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Yes
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openAccess
Accepted for publication
09/01/2021
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Management and Law Publications
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Abstract
Many developing countries across the world are allocating a significant share of their budgets for e-government initiatives. Common service centers (CSCs) are e-government initiatives that aim to increase access to public services and promote easy and direct interaction with the government. These e-government initiatives are largely underutilised, especially in rural areas in developing countries. This study attempts to identify the key challenges facing CSCs and determine their hierarchical relationships in the context of rural India. A set of 15 challenges was identified through a rigorous literature review and by surveying experts and CSC owners. Data were collected on the identified challenges and were analysed using interpretive structural modeling (ISM)-MICMAC-fuzzy MICMAC analysis. Subsequently, we developed a hierarchical model of challenges. The findings revealed that “longer travel time and transaction cost”, “low digital literacy”, and “low awareness” of e-government services are among the key challenges CSCs face in rural India. This study suggests several recommendations to all the stakeholders involved in the management of CSCs to improve the delivery of e-government services in rural India.
URI
http://hdl.handle.net/10454/18294
Version
Accepted manuscript
Citation
Sharma SK, Metri B, Dwivedi YK et al (2021) Challenges of common service centers (CSCs) in delivering e-government services to citizens in rural India. Government Information Quarterly. 38(2): 101573.
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Link to Version of Record
https://doi.org/10.1016/j.giq.2021.101573
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Article
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