WEB-Enabled Government-Citizen Interface in India – The Case of Lokmitra

Article type: Other

Authors: Garimella, Somayajulu | Kolluru, Srinivas

Affiliations: International Management Institute (IMI), B 10, Qutab Institutional Area, Tara Crescent, New Delhi, India. E-mail: somag@imi.edu | Institute of Public Enterprise, Osmania University Campus, Hyderabad, India. E-mail: kolluru03@gmail.com

Abstract: LokMitra (Friend of People) is a web-enabled E-Governance project providing a range of government to citizen (G2C), government to Business (G2B) and government to government (G2G) services in the state of Himachal Pradesh in India. It also solicits active and direct contributions from citizens for improving governance of the state. According to a study by the Department of Information Technology (government of India), the project achieved an overall score of 68.53 on a scale of 0–100, which according to the performance index was considered as a 'Good' Project. This paper provides information on planning and implementation of LokMitra, various services offered, challenges faced during implementation, and its impact on the citizens. A survey carried out as part of the study to gauge the users' perceptions of the quality of services yielded some interesting insights.

DOI: 10.3233/GOV-2011-0259

Journal: Journal of E-Governance, vol. 34, no. 2, pp. 95-103, 2011