Category: Reader Experience
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The Lost ‘Last Mile’ in Government Service Delivery: A citizen’s eKhata journey
This article presents a detailed account of the ambiguities, pain points, and uncertainty experienced by a couple, Latha and Anand, despite having all the necessary documents. It raises the question: if the process is not contactless even when all documents are in order, then for whom is it contactless? We deeply respect the bureaucrats who…
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Juhi to Mrs. Juhi: A Four-Month but Rewarding Journey
Volunteer Credits: Thank you Renee Owley-Showacy for editing! For citizens who don’t want to pay a bribe – whether on principle or for economic reasons, Juhi’s experience is instructive. It takes persistence, and Zen Citizen exists to guide that persistence, bringing predictability to what often feels like chaos. Prologue – Highlights from conversation between Juhi…