Impact of E-Governance Initiatives on Public Service Delivery Efficiency: Empirical Evidence from Indian Public Sector Organizations

Abstract

E-governance has become a vital instrument for enhancing transparency, accountability, and efficiency in public administration. In India, large-scale digital initiatives under the Digital India programme have significantly transformed government service delivery mechanisms. This study empirically examines the impact of e-governance initiatives on public service delivery efficiency using a sample of 82 public sector departments and agencies during the period April 2021 to March 2025. A quasi-event study framework combined with Ordinary Least Squares (OLS) regression is employed to estimate efficiency changes surrounding the implementation of digital governance initiatives. Service turnaround time, grievance disposal rate, and transaction success ratio are used as key performance indicators. The findings reveal a statistically significant improvement in service delivery efficiency following e-governance implementation. The cumulative average efficiency gain over the event window is 2.52%, indicating a positive public value effect. The results confirm that e-governance initiatives play a crucial role in improving administrative performance in India.