Citation :

Gayathri S, S. Kavitha, 2025. "E-Governance and Citizen Trust: Assessing the Effectiveness of Digital Public Service Delivery" International Journal of Community Empowerment & Society Administration [IJCESA]  Volume 2, Issue 2: 28-38.

Abstract :

The nexus between state and citizens has been fundamentally transformed by the rapid digitisation of public authorities around the world. One of the components of modern public sector reforms is e-governance, it can be defined as the systematic application of ICT to improve public service, to increase transparency and to enhance citizen’s participation. Technological tools, mobile apps and integrated systems have been increasingly adopted by governments in order to streamline service delivery, reduce bureaucratic frictions and access citizens across broader geographies. Proponents of e-governance argue that by demonstrating competence, accountability, and fairness these new forms of digital modes not only improve the efficiency with which services are rendered to the people but also enhance governmental credibility. The impact of e-governance on public trust nevertheless is not uniform or linear. Although some research indicates that citizens’ trust is enhanced when services are transparent, accessible, reliable and easy to use, other studies highlight problems such as bad usability, exclusion from digital access and concerns over data privacy that can undermine trust. Indeed, how digital platforms are designed, used, and sustained is crucial and not just their existence – which does not necessarily guarantee legitimacy or trust. Psychological trust in perceived service quality, openness, opportunities for interaction and the protection against data misuse) mediate the system trust relationship Policy (economic disparity among ethnicity groups, political context and internet related knowledge functional as moderators).The value of digital public service delivery in also enhancing public trust is closely examined in this paper. Its novelty is that it integrates empirical findings from the developed and developing countries, as well as world level frameworks like World Bank’s Gov Tech Maturity Index (GTMI) and UN E-Government Development Index (EGDI). The research argues that with the prioritization of inclusivity in e-governance, strengthening of accountability mechanisms, ensuring data security and promoting participatory governance would enhance trust. Conversely, trust can be eroded even in societies with advanced digital infrastructures User-centric designisn't from poor/poorly delivered video calls to war!!inadequate institutional safeguards if the digital gap remains unbridgedACHI 2020!~39resentation: (c) mercado.pptx28 avril 2020 Ce qu'il ne faut pas faire By applying a mixed method research design and a theoretical approach this study contributes to the growing literature of e-governance and trust creation. It argues that government needs to measure success (in user satisfaction, inclusivity and legitimacy) not just by the size of its infrastructure but by outcomes too. Finally, e-governance can be a powerful means to rebuild citizen trust and reinforce democratic processes, but only when conceived in terms of transition that is accountable and people-centered rather than merely technological innovation.

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Keywords :

E-Governance; Citizen Trust; Digital Public Services; Transparency; Accountability; Digital Inclusion; ICT In Governance; Gov Tech; Legitimacy; Public Sector Innovation.