Assessment of the performance and efficiency of public services being delivered through mobile seva

Abstract

Mobile Seva/Mobile Governance is a revolutionary framework which is aimed at leveraging the exponential growth that has happened in the wireless communication technology and the far reaching acceptability it has received in the country. It has been conceptualized and formulated by the Department of Electronics and Information Technology (DeitY), Government of India. C-DAC, on behalf of DeitY, has designed platform and implemented gateways for delivery of integrated government services to citizens over mobile devices using mobile communication channels like SMS, USSD, IVRS, CBS, LBS, and through mobile applications installed on the smart phones. In this paper we describe the assessment which aimed to use research methods to establish key performance indicators that can gauge the efficiency of DeitY's Mobile Seva initiative, and assess its impact on stakeholders.