ROLE OF COMMON SERVICE CENTRES IN DELIVERING DIGITAL PUBLIC SERVICES: EVIDENCE FROM BENEFICIARIES IN CENTRAL GUJARAT

Abstract

Digital public service delivery has become a core element of rural development and governance strategies in modern India. The Common Service Centres (CSCs) scheme was launched as a primary pillar of the Digital India programme to bridge the digital divide between rural and urban populations. This study examines the role of Common Service Centres in delivering digital public services based on empirical evidence gathered from local beneficiaries in Central Gujarat. The paper addresses two primary research objectives. First, it measures the overall satisfaction level of beneficiaries regarding the accessibility, transparency, and cost-effectiveness of public service delivery through CSC networks. Second, it analyzes how demographic factors, specifically the educational attainment of citizens, affect the overall frequency of using these ICT-enabled service points. A descriptive research framework was designed for the project. Primary data was collected from a sample size of 162 actual beneficiaries across rural and semi-urban localities within Central Gujarat. The respondents were selected using a simple random sampling technique to eliminate personal selection bias. The quantitative data analysis was carried out using descriptive statistics and a non-parametric Chi-Square test of independence. The empirical findings demonstrate that a vast majority of the beneficiaries exhibit high satisfaction levels with the digital public services provided. They report significant savings in travel time and reductions in administrative middleman expenses. The inferential analysis establishes that educational qualification significantly impacts user habits and utilization frequencies. The paper concludes with specific policy recommendations, highlighting the need for continuous infrastructure upgrades and localized public awareness campaigns to maximize e-governance outcomes.