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Submitted by Tina George on

Thanks for reading and for your comment! The State of Kerala in India is certainly showing the way forward on service delivery to citizens through the Akshaya program.

Looking forward to a sustained program of innovations from the Govt. of Kerala, particularly in areas such as (1) Citizen-centered design -- mapping a citizen's journey end-to-end, not only once an application is submitted online, to uncover policy and brueacratic hurdles, and (2) Agents -- addressing the role of informal agents as channels for corruption (Bertrand et al , 2006) versus the role of licensed agents who may offer customer support at service centers.

Kind regards,
Tina.