Impact Assessment of Indian Common Service Centres

Author: International Telecommunication Union, 2013

Author: The Ministry of Communication and Information Technology approached the International Telecommunications Union with a request to independently assess the impact of one of its flagship programmes under the National e-Governance Plan, the Common Services Centres, with a view to strengthen its outreach to citizens and to improve its efficiency by bringing about mid course corrections. This report submitted by the International Telecommunications Union aims at presenting recommendations to the Department of Electronics and Information Technology (DeitY), the main implementer of the programme, and to other actors in the telecentre ecosystem in India as a means to enhance their work practices and to ensure that the overall objectives of the programme are achieved. This study, by no means, aims to pronounce a verdict on the Common Services Centres programme of the DeitY. However, it aims at highlighting areas of concern and offering potential remedies that could be undertaken, while also appreciating the achievements of the programme in the making.

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