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

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    Publication date
    2021
    End of Embargo
    2022
    Author
    Sharma, S.K.
    Metri, B.
    Dwivedi, Y.K.
    Rana, Nripendra P.
    Keyword
    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/)
    Peer-Reviewed
    Yes
    
    Metadata
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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. Accepted for publication.
    Type
    Article
    Notes
    The full-text of this article will be released for public view at the end of the publisher embargo, 18 months from first publication.
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    Management and Law Publications

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