Assessing Accessibility and Inclusivity in Digital India Services: A Citizen's Perspective

Abstract

Digital India is an initiative taken for the citizens to access the government services in a digital forum. The government is trying to confirm the vision and pillars of digital India program by investigating the citizen’s perspective on digital services. This current study aims to investigate the citizen awareness, explore the citizen opinion on digital India services and to determine citizen opinion on features associated with digital India services. This research is based on descriptive research design and target populations are the Citizens of Tamil Nadu. The sampling method used in this research is non-probability convenience sampling with a sample size of 505 participants. Structured questionnaires using Likert 5-Point scale was used to collect data. The findings exposed that the awareness and perception of digital India services towards digital India initiative at Tamilnadu was highly valued and they recognized that the Citizens are aware about digital India service features and advantages having the optimistic view on digital India initiative. This research study suggests that keeping citizens involved with the digital India services is the most significant aspect and it leads them to feel self-confident and self-reliant towards better results. The future study would be to pre-determine categories like usage, adoption, loyalty and satisfaction and citizen empowerment through digital India services.