Today, as a positive outcome of rapid digitalization in the country the essential public and utility services are more accessible, accountable and prompt across the country. The effective use of technology has perceptibly enhanced the quality and efficiency of public services not just in the urbanized but, even in the remotest regions of the country.
Over the years, the transformation led by 'Digital India' and 'e-Governance'has touched all walks of life by bringing Railways, Banking, Death & Birth registration, citizen ID, passport, licensing, food, domestic supplies and other significant public and utility services at our fingertips.
To make a case to the point, not lost are the days to our memory when we used to wait for months and toil hard to get a passport or a death & birth certificate that are now received in a matter of days!
And yet a lot more can be achieved in a country where the number of Internet users are projected to touch 500 million users 1 soon and 530 million smart-phone users in 2018. 2 The numbers are set to increase exponentially with greater penetration in the largely untapped rural areas of India and the fact that half of India's population is under 25 3 that is largely Internet savvy, innovative use of digital technology and regular up-gradation is bound to play a critical role in making both private and public organization getting fit for the future.
Social Media, the most remarkable innovation of Internet age has singlehandedly tilted the scale of power from the hands of big organizations to networked individuals. With a multitude of online portal and platform choices the end-users have become increasingly expressive about their expectations preferring on-line engagement and consumption of services to physical interaction. Quick on the uptake, the private sector being learner and outcome driven has been driving the necessary change to come closer to the customers by understanding future trends through predictive analysis of increasingly accumulating data, faster response, execution time and quicker resolution of a grievance. This will ensure higher customer satisfaction, retention and sustained growth of businesses against the tide of rising competition and budgetary constraints.
E-Sewa Kendra is an inspiring example where Hitachi Systems Micro Clinic (a Hitachi group company) is actively co-partnering Punjab government's progressive initiatives of providing crucial public services to remote interiors of the vast agrarian state.
Through the strategically placed centers catering to various villages and neighborhoods in the state, E-Sewa Kendra is helping millions of citizens to easily access basic public services like birth and death certificates, electricity and water bills besides applying for various licenses for businesses. This has resulted in wider reach of services at lower set-up cost, one window resolution and quicker turn around time.
As public organizations interact with a much larger human canvass, they impact billions of people on an everyday basis. Thus, it is imperative that they remain relevant to meet citizen needs effectively, affordably and on time.
In India, the dynamic government policies and the changing demography have prompted the policy makers and the decision-makers of public sector and institutions to respond to the changing scenario. The growing fiscal pressure and increasing participation of the consumer is also demanding greater accountability and transparency in the system.
Thus, apart from public services, in India, education is an area that has experienced significant transformation through digitalization. Both government and government-aided educational institutions that cater to a substantial part of the population have become more transparent and accountable wherein besides easy access of content to students technology plays a key role in monitoring a student's as well as a teacher's performance, parents play a more active part in their child's growth and can voice their concerns to the institution online.
Hitachi Social Innovation Business has been continuously engaging with the government agencies, the policy makers and private sector by leveraging the group's advanced IT and OT technologies and solutions to spread the goodness of digitalization and its effective implementation to as many people as possible surmounting the physical limitations for a happier present and a better future.
1· https://economictimes.indiatimes.com/tech/internet/internet-users-in-india-expected-to-reach-500-million-by-juneiamai/ articleshow/63000198.cms