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@article{203479,
        author = {Dr. NAZEEM. A and Mrs. Reena Kumari D},
        title = {Navigating the Digital Maze: Challenges Faced by Citizens in Accessing Kerala’s E-Government Services},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {12},
        number = {12},
        pages = {10832-10837},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=203479},
        abstract = {This study explores the major obstacles that prevent citizens from effectively utilizing Kerala’s digitally delivered public services, which were introduced to enhance efficiency, transparency, and accessibility. Despite notable progress in e-governance, many users still struggle with limited digital literacy, inadequate access to stable internet and devices, frequent technical glitches such as OTP failures and login errors, insufficient regional language support, and delays in service processing. Survey findings indicate that although citizens recognize the benefits of digital platforms, many continue to rely on intermediaries due to the complexity and perceived unreliability of online procedures. Younger, digitally skilled individuals face fewer challenges compared to older and rural populations. The research underscores the need for targeted digital literacy initiatives, stronger digital infrastructure, multilingual interfaces, enhanced technical stability, and improved awareness campaigns. Strengthening grievance redressal systems and designing more user-friendly portals are vital steps toward ensuring inclusive and seamless access to Kerala’s e-government services.},
        keywords = {Akshaya Centre, Digital Maze,  E-Government platforms, Digital infrastructure, and E-Government Services},
        month = {May},
        }