E-governance aims to make government services efficient, transparent, and accessible using digital technologies. However, in India, many e-governance projects have been designed with a technology-first approach, often emphasizing IT infrastructure and data integration over the needs and ease-of-use for end users, especially citizens from marginalized sections.

Built-in Technology Bias in e-Governance Projects

• Backend Integration Priority: Projects like Income Tax e-filing portal focus heavily on database synchronization and server architecture, often neglecting intuitive user interfaces and navigation simplicity.

• Technical Specifications Over User Research: GSTN portal initially prioritized complex tax calculations and compliance features without adequate user testing, leading to widespread complaints from businesses.

• Infrastructure-Heavy Investments: Majority of budgets allocated to data centers, cloud storage, and network connectivity rather than user experience design and accessibility features.

• System-Centric Metrics: Success measured through technical parameters like uptime, transaction volumes, and data processing speed rather than user satisfaction scores.

• One-Size-Fits-All Design: Platforms often lack local language support, accessibility features, or mobile optimization. Ignores diverse user contexts, especially for rural, elderly, or disabled citizens. Example: The Bhoomi project (Karnataka) initially failed to account for illiterate users, leading to dependence on middlemen.

Evidence of User-Centric Design Neglect

• Digital Divide Ignorance: CoWIN portal initially lacked provisions for low-bandwidth areas and basic smartphones, excluding rural populations from vaccination registration.

• Language Accessibility Issues: Ayushman Bharat portal supports limited regional languages despite serving diverse linguistic populations across states.

• Limited Citizen Feedback Loops: Few systems include mechanisms for user testing, grievance feedback, or iterative design based on user experience. Tech vendors often drive design, not public needs. Example: Initial versions of DigiLocker had limited onboarding help, leading to underuse despite high potential.

• Mobile Responsiveness: Many government websites like EPFO portal remain poorly optimized for mobile devices despite 70% users accessing via smartphones.

• Inadequate Support Systems: Limited help desk functionality and user guidance features in platforms like RTI online portal.

Successful e-governance requires balancing technological robustness with user-centered design principles. The Estonia model demonstrates how citizen feedback integration can enhance digital service delivery effectiveness.