SAHAYA: A Literature Review on Digital Service Delivery and Request Management

Akshaya centres are the principal front end for government-to-citizen (G2C) services in Kerala, yet citizens still face queues, repeated visits, document rejections and limited visibility of request status, while centre staff coordinate requests largely by hand. This paper reviews five studies covering the success factors of e-governance through Akshaya e-kendras, the challenges faced by common service centres (CSCs) in rural India, telecentre-based e-governance service delivery, citizen trust and acceptance of e-government services, and role-based access control. For each area, the contribution, the limitation and the relevance to the SAHAYA platform are discussed. The review shows that existing work evaluates centres and citizen perceptions but does not provide an integrated, centre-side workflow covering request submission, document verification, payment, communication and delivery. A gap is therefore identified for a platform that publishes transparent service information, lets citizens request services remotely through a nearby centre, gives every role a workflow scoped to its responsibilities and keeps a visible record of each request. SAHAYA addresses this with a role-based web platform for Akshaya centres and a request lifecycle that runs from submission to certificate delivery.