In my previous article, I had written about the need for a citizen experience centric approach as being mandatory for the success of Digital India. For a wide spread adoption of the Digital initiative, we must ensure that the citizens can trust the government to deliver high quality, reliable services. The point of comparison for most mobile phone enabled, young Indians is not how well these services perform relative to other non-digital channels of government interaction but how well they perform relative to the expectations set by international service providers.
Contrary to popular myth, in a recent survey by World Poll, over 73% of Indians said they trust their national government. So what should the government do ensure that this high level of trust carries over into its Digital Initiatives?