Srinivas informed how e-Service Delivery horizon has broadened across India
GenAI will lead the future of service delivery in Public Sector, according to Chandan K Singh and Subhdeep Biswas of KPMG at a brainstorming session on e-services held by the Ministry of Personnel, Public Grievances & Pensions on 4 Jan 2023.
The duo discussed the expected AI path in future, including the emerging trends and the challenges that the Governments will have to handle with respect to AI.
Some 15 domain experts and distinguished representatives from leading organizations, including Deloitte, PwC, Primus Partners, KPMG, QCI, and EY as well as officials from the Department of Administrative Reforms and Public Grievances (DARPG) attended the session held on theme of ‘Emerging and Future e-Governance Initiatives, e-Commerce Initiatives, and Emerging Technologies’.
DARPG Secretary V. Srinivas concluded the session by charting the way forward to focus on:
Promotion of Universalized face Authentication processes for simplification of service delivery;
Incorporation of Bhashini, service plus, etc in e-governance initiatives;
Immense potential of increasing the Mandatory e-Services to over 160;
Focus on e-Office analytics and cyber-security measures;
Usage of AI in grievance redressal;
Reaching to families, as a unit, through use of technology;
Push towards e-commerce initiatives;
Strong media outreach to disseminate best practices;
Collaboration with State/UT Government;
Need for Hackathons to further learn and disseminate the Gen AI good practices.
The session served as a platform for sharing best practices, success stories, and lessons learned in the pursuit of administrative reforms and shaping the landscape of digital transformation.
Srinivas informed how the e-Service Delivery horizon has broadened across the country in last few years with 1,574 Mandatory e-Services delivery being reported by the States & UTs in NeSDA Way Forward Nov 2023 report as against only 872 services reported in NeSDA 2019 report.
Further, a total of 16,088 e-services being reported in Nov 2023 in NeSDA Way Forward as against 11,614 in April 2023.
He highlighted how the States & UTs had shifted service delivery focus to Unified Service Portals as a single stop for getting the e-Services and a number of States had already achieved 100% saturation level on this parameter. Fiinews.com
