| Abstract: | The integration of Information and Communication Technology (ICT) in public administration has fundamentally restructured citizen-government interactions worldwide. Although umbrella national initiatives like Digital India have established broad infrastructural frameworks, critical implementation gaps persist at regional and local levels. This study examines the dynamics of digital public service delivery across Bicholim Taluka, Goa, evaluating citizen awareness, platform adoption patterns, primary preference drivers, and overall user satisfaction. Utilizing a mixed-methods empirical approach, primary data was gathered from residents across 16 rural and urban localities via structured questionnaires and field observations. The findings uncover a pronounced paradox: high general conceptual familiarity with e-governance fails to translate into regular personal application, revealing a substantial divide between state administrative ambitions and ground-level execution. Key operational barriers—including procedural knowledge deficits, institutional trust issues, system navigation complexities, and rural connectivity constraints—continue to inhibit sustained digital engagement. Ultimately, this paper outlines targeted policy interventions designed to bridge the rural-urban digital divide and foster an inclusive, truly citizen-centered governance framework. |
