The Paradox of Digital Citizen Engagement: Understanding the Silent Majority

Despite the proliferation of internet access and ongoing governmental initiatives, the engagement of citizens with digital governance platforms continues to be markedly constrained. Situated within the framework of the e-participation paradigm, this research investigates digital participation as a catalyst for service responsiveness, institutional trust and the perceived quality of life. A systematic review adhering to PRISMA guidelines (2010–2023), coupled with a qualitative case study of India’s MyGov platform, delineates seven obstacles to e-participation, which are classified into technical (digital illiteracy, connectivity deficiencies and accessibility limitations) and non-technical (distrust, political disengagement, insufficient awareness and agenda misalignment) categories. Exploratory interviews conducted with university/college students unveil a paradox: Digital competence does not guarantee engagement when the perceived relevance and policy responsiveness are inadequate. The results indicate that the enhancement of digital governance necessitates not only infrastructural development but also a persistent commitment to institutional responsiveness in order to fortify legitimacy and citizens’ trust.