Digital Transformation and Changing Environment of Trust in Administration: A Study of Selected Public Sectors

Abstract

India's Digital Public Infrastructure, comprising prominent tools such as Aadhaar, Unified Payments Interface (UPI), Digital Payments, and Digilocker, is collectively referred to as "Stack India". Digital India aims to provide much-needed impetus to the nine pillars of growth sectors, i.e., Broadband Highway, Universal Access to Mobile Connectivity, Public Internet Access Scheme, and electronic administration: Government Reform through Technology, e-Kranti - Providing Electronic Services, Information for All, Electronic Manufacturing, IT for Jobs, and Early Harvest Programs. The term "digital transformation" has become popular to refer to the shift from digitalisation initiatives to a comprehensive overhaul of rules, procedures, and services aimed at simplifying user experiences for residents and frontline employees [1]. The paper's main objectives are to determine the relationship between bureaucratic corruption and digital transformation, and to identify factors that IT experts must adequately address to encourage the use of Digital means. The study shows that digitally connecting and offering services online has been the biggest accomplishment of Digital India. Nowadays, many internet services related to financial inclusion, education, health, and agriculture are accessible nationwide. Initiatives such as eNAM (National Agriculture Market), eSanjivini, DIKSHA (digital infrastructure for knowledge sharing), and Common Service Centres (CSCs) have given India a genuine sense of empowerment. Corruption and a bureaucratic mindset persist as obstacles to digital transformation. It has been observed that corrupt practices persist even after public services were digitised, and that digital services are insufficiently effective in addressing them [2]. It remains challenging to institutionalise new information systems, technologies, norms, practices, and other innovations that enhance planning, governance, operational effectiveness, and service delivery in the public sector. Participation of people in online services, having Knowledge and skills to use online services, significant use of ICT Technologies, IT laws, online Services, infrastructure for online services, and efficiency and transparency in online services increase trust in the Indian Administration. Analysis shows that corruption is prevalent in the public sector. Efficiency and transparency in online services have increased due to digital transformation. People participate less in online services due to network problems, illiteracy, lack of IT skills, and infrastructure challenges. An online survey was conducted using Google Forms to gather data from the education, health, and MSME sectors. The purposive sampling method was used to collect data. Three hundred ninety replies representing the broader population's viewpoint are gathered.