Q. e-governance projects have a built-in bias towards technology and back-end integration than user-centric designs. Examine.

Model Answer:

E-governance Projects – Technology Bias vs User-Centric Design

E-governance, while revolutionizing public service delivery, often prioritizes technical architecture over citizen accessibility. This technology-first approach creates barriers for common users, particularly in India’s diverse socio-digital landscape.

Evidence of Technology Bias:
• Complex interfaces assume high digital literacy – early IRCTC booking system, complicated GST portal registration, technical error messages discourage users
• Backend integration focus overlooks ground realities – poor internet connectivity in rural areas, dependency on OTPs despite network issues
• Language barriers persist – English-dominant interfaces, limited vernacular support, technical jargon in government notifications
• Digital divide assumptions – mandatory online applications (scholarship portals), smartphone-centric services ignoring feature phone users

However, recent initiatives show a shift towards user-centricity. The UMANG app consolidates services, DigiLocker simplifies document storage, and UPI demonstrates intuitive design success. Assisted models like e-Mitra (Rajasthan), Pragya Kendras (Haryana) bridge the digital gap.

Way Forward requires:
• Adopting human-centered design principles with regular user testing
• Implementing multi-channel delivery – online, offline, assisted modes
• Ensuring inclusive design for elderly, differently-abled citizens
• Conducting periodic user experience audits with citizen feedback loops

Conclusion: Successful e-governance demands balancing robust technology with citizen-friendly design through participatory approaches.