Strategy for sustainability of citizen service centers

Abstract

Sustainability of Citizen Service Centers was explored. The main issues concerning the sustainability of these centers are cost factors, and revenue model. The other issues are citizen expectations of service delivery quality, cyclic demand for service, human resource adequacy, impact of newer technology adoption are studied. Mean costs of these all service centers surveyed proved to be higher when compared to meet the revenue desired. Scenario analysis was done by proposing cutting of costs for delivery of service at point of sales (POS), it proved to make the cost to reduce. The other scenario proposed is to increase the revenue by hiking the transaction fee. On the whole it is been suggested that no single method or procedure will make these centers viable. There is greater need of understanding between stakeholders to take a coordinated and integrated effort to rethink and reposition these citizen service centers by taking into changing conditions for improving the quality of service delivery mechanism and achieving the greater objective of eGovernance.