Creating Public Services 4.0: Sustainable Digital Architecture for Public Services in India

Abstract

Public Service Delivery (PSD), a basic responsibility of any democratic nation, is understood as the equitable, transparent and efficient deliverance of various public goods and services to its citizens. Prudent application of digital technologies, particularly Emerging Technologies (ETs) and associated software applications, can serve as a valuable tool to catalyse governance towards Sustainable Development Goals (SDGs). While adhering to the principles of good governance. In view of this, the present study is an attempt to first elucidate some global best practices of ETs such as Artificial Intelligence, blockchain, robotic process automation, Virtual Reality and Augmented Reality to articulate the objectives of similar technology application in inspirational terms for PSD in India. Second, it summarises the challenges about the utilisation and exploitation of such technology implementations in the context of developing countries such as India. Based on learnings emanating from these two objectives, the study establishes that a refurbished approach towards digital governance is the need of the hour. This new approach must be citizen-centric, innovative and citizen-inclusive, as the literature affirms that civic participation is a prerequisite while deploying digital technologies. This inspires the authors to propose a model that is co-created with citizens to address the contextual needs and aspirations of citizenry. The successful implementation of the proposed model insists on the presence of a flexible and responsive legal and regulatory system too. The present study may be useful for public administrators and policy makers in understanding the Indian character of using and creating a sustainable digital architecture for PSD that would go a long way in revamping Public Services 4.0 under the ambit of newer Government 4.0 to achieve SDGs by 2030.