Abstract

This chapter explores various initiatives currently undertaken by the Government of India to promote and achieve a people-focused governance model. An attempt has been made to highlight several practices currently being undertaken by Government of India to achieve people centricity. This chapter emphasises on the importance of focusing on outcomes that matter to the people and evaluating how public administration efforts contribute to achieving these outcomes. By investing in a deeper understanding of the connections between government practices and their impact on people's perceptions and experiences such as satisfaction with services and institutional trust governments can strengthen relationships with citizens. Additionally, the chapter discusses the government's initiatives to enhance the competencies of civil servants, ensuring more efficient service delivery. Adopting a people-centric approach to policymaking and service delivery can help rebuild trust in public administration, improve the effectiveness of public action, and enable governments to better address both global and domestic challenges.

Introduction

Today, Ministries, Departments and Organizations (MDOs) are facing potpourri of challenges posed by technology-driven disruption of business activities increasingly characterized by volatile, uncertain, ambiguous, and complex (VUCA) conditions. They are facing challenges to develop new citizen centric programs and services in order to address their growing aspirations and expectations. Technology led transformation of virtually every sector of governance is posing new opportunities as well. With the growing complexity of organisational processes, advancement in Information & Communication technologies and advent of artificial intelligence, inducting and sustaining a motivated workforce has become a challenge for HR functionaries in MDOs. Indeed, the most unique challenge for any organisation is with respect to management of human resources. Prized skill-sets are becoming obsolete at a record pace and new skills we had never heard of until a few years ago are becoming crucial to the continued success and even existence of many organisations. The competitive advantage of an organization is defined by how well it manages its human resources, or how well it incorporates human resource management into its organisation strategy.

People-centric public services begin with people and take into consideration their needs, aspirations and behaviours. “People centricity” means taking the needs and voices of people into account while designing, delivering and implementing public policies and services. Governments can do this by directly involving citizens in decision-making processes and by collecting and analysing data that can be used both to evaluate the performance of policies and services against people’s needs and expectations; and to anticipate these needs. Therefore, people centric approach is one where governments consult citizens about their needs and encourage their direct participation in policy making and service design and delivery. 

People-driven public administration believes in collaborative engagement with relevant stakeholders to address the unique challenges faced by people in their daily lives and involves them in developing solutions. Designing and delivering people-centric public services and policies entails overcoming resistance to change and breaking down silos in public administration. This implies working with a common objective of putting people at the centre, building and sharing collective knowledge, streamlining information flows and integrating data processes in order to collaborate and reach citizens wherever they are. In such type of approach, the interactions between governments, people and relevant private sector agents are guided by the principles of access, transparency, integrity, responsiveness, accountability, equality and stakeholder participation. Governments make conscious efforts to engage citizens in policy making, which means giving them the opportunity and necessary resources (e.g. information, data and digital tools) to collaborate during all phases of the policy cycle, and in service design and delivery. 

2. Impact of Digital Technologies on Public services

Information and Communication technologies are changing social and civic communities and how people participate in, and experience, civic and political life. Digital technologies, the expanding use of data, and private sector services that set new standards are reshaping the production and consumption of public goods and services on a global scale. These changes are influencing public expectations about how governments should operate and deliver services. More and more, people seek to engage with their governments in more efficient ways, including through digital platforms, and they expect consistent service quality across all channels they use to access these services. Information and communication technologies when implemented appropriately, have helped simplify government processes, eliminate paper-based transactions and established points of access to the public administration. Yet, new expectations put pressure on government to make service delivery more integrated and proactive. It is pertinent to highlight some of the key digital and other initiatives taken by Government of India, which are given below:

i. E-Governance Initiatives

India, over a period of time has been using technology to enhance the delivery of government services, which are convenient and quick. Through e-governance the relationship between citizens on one side and the government and its services on the other has been improved. This has also broken the barriers between the citizens and governments. Digital India initiative was launched in 2015 to transform India into a digitally empowered society by improving the nation’s digital infrastructure, increasing internet connectivity, and promoting digital literacy. One of its key objectives is to ensure that government services are accessible electronically, reducing the need for citizens to physically visit government offices, which often involved long waits and bureaucratic delays. Through programs like Common Service Centres (CSCs), digital literacy centres, and mobile governance platforms, Digital India has provided much-needed infrastructure for citizens, particularly in rural and semi-urban areas, to access a variety of government services—from applying for certificates and permits to availing welfare schemes and subsidies—without stepping out of their homes. These centres act as bridges, connecting people to government services via digital platforms and empowering them to engage more effectively with the state.

ii. Aadhaar-Personal Identification System

Aadhaar, India’s biometric identification system, plays a crucial role in modernising public service delivery by assigning a unique identification number to every citizen. This initiative helps to streamline the distribution of subsidies, welfare benefits, and public services, ensuring that they are accurately targeted to the right individuals. With over a billion Aadhaar registrations, the system provides a reliable and verifiable method of identification, reducing the chances of fraud, duplication, and misuse in government programs. By linking Aadhaar to services like the Public Distribution System (PDS), Direct Benefit Transfers (DBT), and financial inclusion schemes, the government can ensure that benefits reach the intended beneficiaries directly, without the interference of intermediaries. Additionally, the system aids in eliminating "ghost beneficiaries" and addresses inefficiencies in service delivery, thereby helps in improving the overall governance framework.

iii. UMANG: The Mobile application

The application based on android called UMANG (Unified Mobile Application for New age Governance) is the mobile application for accessing more than 1200 central and state government services. Through mygov.in, peer involvement is promoted, and ideas are sought for use in governing the country. This platform provides seamless access to over 1,200 central and state government services through a single interface. Available on both Android and iOS, UMANG simplifies citizens' interactions with government services by enabling them to perform a number of tasks on their smart phones—from applying for government schemes, accessing birth and death certificates, to checking the status of pensions or filing grievances. The app consolidates services from various departments and ministries, making it convenient for users to manage their public service needs without having the need to visit government offices. This digital initiative is particularly helpful for those in rural areas, since it eliminates the need for travel and long wait times, offering services at their fingertips and contributing to a more inclusive governance system.

iv. MyGov platform 

Alongside UMANG, the MyGov platform is another significant e-governance initiative that promotes citizen participation in governance. Through MyGov.in, the government seeks to promote public involvement in policy-making by offering citizens a platform to voice their opinions, provide suggestions, and engage in discussions on various national issues. It allows users to take part in polls, surveys, and consultations, enabling them to share their ideas on matters ranging from social welfare policies to environmental concerns. This participatory approach empowers citizens to contribute directly to the formulation of government policies, enhancing transparency and accountability in the process. The platform also serves as a channel for disseminating government information, announcements, and schemes, ensuring that citizens are well-informed about initiatives that may affect them. By enhancing peer involvement and two-way communication between the government and citizens, MyGov ensures that governance is more responsive to the needs of its citizens.

v. Direct Benefit Transfer (DBT)

Direct Benefit Transfer (DBT) is an innovative electronic payment system of Government of India to deliver subsidies and benefits to the target groups in a honest, quick and clean way. The main strategy of applying DBT is to skip the middlemen and provide monetary benefits to the DBT beneficiaries through their bank accounts. This system is adopted in most government welfare services like subsidised LPG, scholarships, pension, and fertilizer subsidies. The major welfare distribution reform based on the DBT system in India has been the use of various forms of technology to electronically transfer various benefits directly into the bank accounts of recipients. It has helped in enhancing efficiency, openness and quality of the public welfare programs.

vi. Centralized Public Grievance Redress and Monitoring System

Centralized Public Grievance Redress and Monitoring System is an online grievance system launched by the Government of India to facilitate the redressal of the grievances of the citizens. CPGRAMS was started in 2007 and this is an online portal where citizens can lodge their complaints regarding any government department, ministry and agencies.

Through CPGRAMS, citizens can report their complaints online and see its status of being addressed. It deals with several government departments making it easier for the government to respond to the needs of its citizens. The general concept of using CPGRAMS is to offer a platform, which is easy to use and convenient for the citizens to lodge their complaints and to monitor the progress being made by the administration as well as to get the reply at the earliest. It helps people to file complaints regarding service sector issues, infrastructure, public welfare schemes, corruption, bureaucratic apathy and many more. 

3. Other Welfare Programs & Initiatives

Government of India has launched several programmes that are meant to uplift the socio-economic status of people of the country. The purpose of these programmes is to reach out to the base level to assist sectors such as health, education and housing; and to provide access to credit and related facilities. Some of these programmes are given below:

i. Pradhan Mantri Jan Dhan Yojana (PMJDY)

 Pradhan Mantri Jan Dhan Yojana (PMJDY), launched in 2014, is a flagship financial inclusion initiative aimed at ensuring universal access to banking services for every Indian household. The main objective of the scheme is to provide a basic bank account to the unbanked population, thereby helping them to participate in the formal financial system. By promoting Direct Benefit Transfers (DBT) to these accounts, PMJDY helps eliminate corruption and leakages in welfare programs, ensuring that subsidies, pensions, and other government benefits reach the intended beneficiaries directly. This initiative plays a significant role in empowering individuals, especially from marginalised and rural communities, improving financial accessibility and promoting economic inclusivity.

Major components of the Pradhan Mantri Jan Dhan Yojana include the opening of basic savings bank deposit accounts with zero balance requirements, providing access to financial services such as debit cards and mobile banking, and the availability of an overdraft facility of up to ₹10,000 for eligible account holders. Additionally, the scheme also focuses on providing insurance and pension benefits to account holders, such as life insurance coverage of ₹30,000 under the PMJDY's linked scheme and accident insurance. Another feature is the linkage of these accounts with the Direct Benefit Transfer (DBT) system, ensuring that subsidies for food, LPG, and other welfare schemes are directly transferred to the beneficiaries' accounts, reducing intermediaries and promoting transparency. Through these measures, PMJDY strives to promote financial literacy, increase savings, and improve overall financial inclusion across the country.

ii. Ayushman Bharat 

Ayushman Bharat, launched in 2018, is one of India’s largest and most ambitious healthcare initiatives aimed at providing accessible and affordable healthcare to the country's vulnerable population. The scheme is designed to cover more than 500 million individuals, including those from economically disadvantaged backgrounds, through two key components: the Pradhan Mantri Jan Arogya Yojana (PMJAY) and Health and Wellness Centres (HWCs). In a nutshell, Ayushman Bharat enhances healthcare access, improves health outcomes, and reduces disparities in health services across urban and rural areas.

PMJAY provides financial protection by offering health insurance coverage of up to ₹5 lakh per family annually for secondary and tertiary care hospitalisation, thereby reducing the out-of-pocket expenses that many families would otherwise face. This ensures that millions of people have access to life-saving treatments without the financial burden, contributing to a significant reduction in catastrophic health expenditure. PMJAY ensures cashless and paperless treatment for beneficiaries at empanelled hospitals across the country, covering a wide range of medical treatments, surgeries, and critical care. Another component of Ayushman Bharat i.e Health and Wellness Centres (HWCs), provide comprehensive primary healthcare services, including preventive, promotive, and diagnostic care at the community level. These centres were established to reduce the burden on secondary and tertiary hospitals by focusing on the early detection and management of diseases. Indeed, the scheme strengthens the healthcare infrastructure and improves the quality of medical services. 

iii. Swachh Bharat Mission

Launched in 2014, the Swachh Bharat Mission (SBM) is a nationwide initiative aimed at achieving a clean and healthy India by promoting sanitation and hygiene. One of the primary objectives of the mission is to eliminate open defecation by encouraging the construction of household toilets, particularly in rural areas, and create open defecation-free (ODF) communities. SBM also focuses on creating awareness about cleanliness, waste management, and proper sanitation practices to improve health outcomes and quality of life. The mission emphasises citizen participation, recognising that collective action is essential in achieving its goals. Community-led programs, involving local stakeholders, have been pivotal in bringing about cultural shifts in attitudes towards sanitation.

iv. Pradhan Mantri Awas Yojana (PMAY) 

Pradhan Mantri Awas Yojana, launched in 2015, is a flagship scheme aimed at providing affordable housing for all by 2022. The scheme targets urban and rural populations, especially the economically weaker sections (EWS), low-income groups (LIG), and middle-income groups (MIG), providing them with financial assistance to build or buy homes. PMAY focuses on ensuring "Housing for All," with a vision to alleviate the housing crisis in the country, where millions of families live in inadequate and unsafe conditions. The scheme has a special focus on women, with provisions to ensure that housing rights are in the names of female members of beneficiary households, promoting gender equity in property ownership.

v. Beti Bachao Beti Padhao Yojana 

 Launched in 2015, Beti Bachao Beti Padhao Yojana is a campaign to address the deep-rooted social issues of female foeticide, gender-based discrimination, and the low status of the girl child in India. The initiative aims to raise awareness about the importance of education for girls and to improve their overall welfare. The campaign works on the principle of empowering girls through education, ensuring their safety, and promoting gender equality across the country. It seeks to create a society where girls are valued as much as boys and can realize their potential without discrimination or bias.

vi. Pradhan Mantri Ujjwala Yojana (PMUY) 

Pradhan Mantri Ujjwala Yojana (PMUY), launched in 2016, aims to provide clean cooking fuel to millions of women in low-income households across India by distributing free Liquefied Petroleum Gas (LPG) connections. The primary objective of the scheme is to replace the traditional and harmful use of firewood and kerosene with clean LPG, thereby improving indoor air quality and reducing health hazards associated with cooking. PMUY targets the Below Poverty Line (BPL) families, ensuring that women from these households have access to modern and safe cooking facilities.

vii. Startup India Scheme 

Launched in 2016, the Startup India Scheme is a major initiative of the government to foster innovation, entrepreneurship, and job creation across the country. The scheme focuses on making it easier for new businesses to start and scale by reducing regulatory hurdles, offering financial incentives, and providing a robust ecosystem of support. The scheme encourages individuals to pursue their entrepreneurial aspirations by simplifying the process of starting a business, offering tax benefits, and facilitating access to funding from investors. The goal is to make India a global hub for startups and to promote entrepreneurship as a vehicle for economic growth and employment generation.

viii. Atal Mission for Rejuvenation and Urban Transformation (AMRUT)

The Atal Mission for Rejuvenation and Urban Transformation (AMRUT), launched in 2015, focuses on providing basic infrastructure services in cities to improve the quality of life for urban residents. The mission aims to upgrade urban infrastructure by focusing on four key areas: water supply, sewage and septage management, stormwater drainage, and urban transport. By addressing critical gaps in urban infrastructure, AMRUT seeks to make cities more liveable, sustainable, and resilient to urban challenges, such as rapid population growth and climate change.

ix. Pradhan Mantri Fasal Bima Yojana (PMFBY) 

Launched in 2016, the Pradhan Mantri Fasal Bima Yojana (PMFBY) is a crop insurance scheme designed to provide financial protection to farmers in the event of crop failure due to natural disasters, pests, or diseases. The scheme aims to stabilize farmers’ income by mitigating the financial risks associated with unpredictable weather conditions, ensuring that they can recover from losses and continue farming. PMFBY covers a wide range of crops, including food crops, oilseeds, and commercial crops, with a focus on helping small and marginal farmers who are most vulnerable to agricultural risks.

4. Role of Competent civil servants in Public centric Governance 

People centricity also considers the capacity and characteristics of the workforce as a key lever for delivering services that are inclusive. People centricity requires a civil service that is representative and inclusive of the society and its policies. Diverse and multi-faceted workforce integrates individuals from different backgrounds who bring talent, distinct skills and points of view associated with their experiences. When different segments of the population are represented in the public sector, service delivery can be better tailored to their needs. Moreover, if managed constructively, the contrast of diverse perspectives can also enhance innovation. Government is focusing on developing the strategic and innovative capacity of its civil servants, including identifying and developing the right skills so that they can embrace new technologies, innovate and cope with change. Government is developing policies using new digital tools, constructive dialogue and citizen participation, in order to promote transparency and accountability. 

5. Capacity building Initiatives of Government of India 

Following initiatives for Capacity Building of Government Officials have already been taken by the Government of India for building capacity of its civil servant so that they can respond to the aspirations and expectations of the citizens in an effective manner: 

i. NPCSCB: Mission Karmayogi

The Civil Services play a central role in governance and its delivery of public services. For building capacity of civil servants and to equip them with the appropriate competencies, Government of India launched the National Programme for Civil Services Capacity Building (NPCSCB) - Mission Karmayogi. This will help aligning their competencies with the demands and expectations of a rapidly growing economy and its aspirational citizens. The Mission Karmayogi aims at developing a citizen-centric and future-ready civil services through democratized and competency-led capacity building. 

ii. Capacity Building Commission 

To build the capacity of Civil Servants, two key institutions viz. Capacity Building Commission (CBC) and the Special Purpose Vehicle (SPV)- Karmayogi Bharat were established.  The CBC was constituted on 1st April 2021 and became fully functional since June, 2021. The CBC has been playing a pivotal role in the capacity building ecosystem. It spearheads various initiatives for capacity building by laying down various standards and guidelines related to accreditation, competency framework, etc., besides, the mandate as laid down in the Mission Karmayogi.

iii. SPV Karmayogi Bharat 

The SPV-Karmayogi Bharat became operational since August, 2022. The SPV- Karmayogi Bharat creates employee-wise competency passbook based on training (s) undergone and other capacity building courses completed, etc. and make the same available to the Ministries, Departments and Organisations (MDOs); and Cadre Controlling Authorities on demand. The passbook shall reflect, in respect of each employee, their existing as well as required competencies, the activities associated with their current/future roles, so that they are able to plot a clear learning path based on their self-learning aspirations and Departmental mandate. The SPV shall have the responsibility for owning, managing, maintaining and improving the digital assets i.e. iGoT Karmayogi digital/e-learning platform and, inter alia, provide key services to enable capacity building of civil servants.

iv Digital Learning Framework (iGOT- Karmayogi)

iGOT- Karmayogi envisages the implementation of a competency framework as per the FRACS (Framework for Roles, Activities and Competencies including skills) model for employees. Integrated Government Online Training Karmayogi Platform was launched to provide anytime-anywhere learning opportunities for all civil servants and to evolve into a vibrant and robust e-learning content industry. As on date, there are 47,76,582 registered users or karmayogis and 1505 courses available on igot platform.

v. Competency based Training

Previously training was on the duties that were to be performed in a particular post and there was no comprehensive review or classification of posts in accordance with functions to be performed and the competencies required thereto. Thus, the issue of whether an individual has the necessary competencies to be able to perform the functions of a post were not addressed. For moving to a competency-based approach, it is necessary to classify the distinct types of posts and to indicate the competencies required for performing work in such posts. Once the competencies are laid down, an individual's development can be more objectively linked to the competencies needed for the current or future jobs. 

6. Conclusion

The consolidation of people-centric public services involves building a government workforce that mirrors the broader society, with increased representation of women, minorities, and people with disabilities, particularly in leadership roles. This chapter presents evidence and discusses various initiatives currently underway by the Government of India to promote people-centricity. However, it also highlights that creating people-centric public services is a complex and evolving field, where valuable lessons can be drawn from global best practices. Innovative interventions have the potential to further enhance transparency, foster meaningful engagement, and dismantle barriers that hinder innovation. By investing in a deeper understanding of how government practices influence people's perceptions and experiences—reflected in satisfaction with services and institutional trust—governments can bridge the gap between themselves and citizens.

India's experience in public-centric governance underscores the growing importance of citizen engagement, innovation, and technology in shaping effective governance models. Initiatives such as Digital India, Direct Benefit Transfer (DBT), and CPGRAMS have empowered citizens, increased transparency, and improved accessibility. These programs have effectively brought governance closer to the people, encouraging greater participation, ensuring accountability, and promoting more inclusive decision-making. Through digitising public services, promoting transparency, and decentralising power, India has made significant strides towards establishing a more people-centric governance framework.

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