In the era of globalisation, Information and Communication Technologies (ICT) have played an important role in improving public service delivery in India. Since the launch of the Digital India mission, India has launched various national and state digital platforms, digital identity, and distributed service delivery architecture (CSCs). This study synthesizes policy documents and empirical data to assess how e-governance interventions have enhanced accessibility, efficiency, transparency, and accountability of public services. This research indicate how the changing governance system helps to convenience, transaction speed, and scope of services, especially where digital infrastructure and local intermediaries (VLEs) exist; however, there are some challenges, such as the digital divide, infrastructure gaps, low digital literacy, financial sustainability data privacy, and exclusion risks associated with e governance systems that constrain equitable impact.
GAJENDRA et al. (2025) studied this question.