Technological transformation in the delivery of public services: A study of public governance in the emerging market

The State of Haryana offers more than 650 services/schemes through its unique one-stop SARAL portal. While exploring the SARAL performance, determined using a mathematical equation SARAL portal, it has been observed that the districts’ performance is asymmetrical in the technological impact of governance in the state. To study this research problem, the objective was to trace the factors responsible for this asymmetrical technological transformation in the state. To meet the research objective, the authors selected the Karnal, Jind, and Nuh districts, considering the top, middle, and bottom performers in SARAL score indicators by using a purposive sampling technique. This quantitative research has been analytical and empirical based on the secondary data. The study has found that not only technical but there are other significant factors viz., social, political, administrative, awareness, and economic factors influence the technological transformation in public service delivery. The findings may help the government policymakers in reengineering the technological development policy in the state so as to move towards fulfilling the spirit of Article 38 of the Indian Constitution and Sustainable Development Goal (SDG) 16 prescribed by the United Nations (UN). Further research can supplement this study by collecting primary data from the service providers and the service recipients.