Citizen empowerment is one of the key elements for success of any democratic government. Delivering essential services to the common citizens is one such steps that leads to citizen empowerment. Advances in ICT has lead to evolution of eServices, which has the potential to deliver services to the doorstep of a citizen. Deployment of multi-channel and its integration with eServices platform holds the promise of delivering the services at the tap of citizen's finger.
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Owais et al. (2017) studied this question.
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