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@article{204793,
        author = {Anamika Pramod Chate and Nitin Prakash},
        title = {Analysis of E-Governance Services Awareness and Usage among Citizens of Nagpur},
        journal = {International Journal of Innovative Research in Technology},
        year = {2026},
        volume = {13},
        number = {1},
        pages = {3851-3857},
        issn = {2349-6002},
        url = {https://ijirt.org/article?manuscript=204793},
        abstract = {The urbanization of governance has become a vital policy agenda in the Indian quest to improve service delivery to the citizens and transparency in administration. The research paper discusses the awareness level, usage behaviour and obstacles to the use of e-governance services by the citizens of Nagpur, which is one of the cities stipulated to be a Smart City under the India Smart Urban development programme. The research design that the study uses is a survey research design involving 200 respondents randomly sampled in six geographical areas of the Nagpur municipality in six zones. Structured questionnaires were used in primary data collection, and this was backed by secondary data in the form of municipal records and published reports. The results show that awareness of e-governance services is fair (68.5 percent) but actual usage is even less (41.2 percent), which means that the awareness-usage gap is very high. The most popular digital services were property tax payment and birth certificate services, and few services were used when it comes to grievance redressal and building approval services. Among the main obstacles, technical malfunctions within software, the absence of digital literacy among older citizens and informal employees, and insufficient grievance redress systems can be named. The paper fits the pattern of the current literature on the adoption of e-governance in medium-sized Indian cities and provides policy suggestions on how to bridge the digital divide by means of specific awareness campaigns, improvement of infrastructure, and the user-friendly design of the systems.},
        keywords = {E-Governance, Digital Awareness, Service Usage, Nagpur Municipal Corporation, Smart City, Digital Divide},
        month = {June},
        }