M-governance is a sub-domain of e-governance. It ensures that electronic services are available to people via mobile technologies using devices such as mobile phones. These services eliminate the necessity for conventional physical networks for communication and collaboration. Mobile services are also more affordable and widely accessible, particularly in most rural regions of India.

By increasing the accessibility and adaptability of mobile phones, along with a vast subscription base, governments are endorsing and utilizing mobile phones to provide e-Governance services. In recent years, governments have recognized that mobile phones can empower citizens and change how they engage with one another and society as a whole. Moreover, mobile phones are seen as a powerful means to enhance democracy through improved interactions between citizens and the government, thereby influencing political decision-making and holding governments accountable for their actions.

Objectives and Impact of m-Governance in India

The objectives of m-Governance focus on delivering public services swiftly and conveniently to citizens via mobile devices. Mobile services are rapidly becoming a pivotal aspect of reforming government operations to make them more accessible and citizen-oriented by promoting remote delivery of government services and information. Providing timely and precise information to citizens, along with an established two-way communication system between the government and the public, is crucial for strengthening democracy by facilitating better access to public services, promoting citizen participation, and empowering individuals. The application of mobile technologies has been prominent across various government sectors including agriculture, healthcare, financial services, retail, utilities, communications, manufacturing, transportation, and services. The business sector has also recognized the popularity of mobile phones and is introducing services, particularly in the banking industry. Mobile banking holds the future due to its cost-effectiveness and capacity to reach customers in remote locations.

Mobile Phones as a Catalyst for SMART Service Delivery in India

Today, the ‘Mobile Phone’ is not just used as a communication tool to instantly communicate or send and get text and voice messages. It has emerged as the strongest technology to bridge the digital divide between urban haves and rural have-nots. Within two decades of its launch in India, mobile phones have reached remote rural areas despite hurdles like lack of connectivity and electricity and low level of literacy. On the other hand, it has created lakhs of direct and indirect job opportunities for the youth.

It has emerged as a delivery channel for different kinds of services, and now anyone can transfer money from one bank account to another through their mobile phones. The government and private agencies have also started using ‘Mobile Phone’ to deliver business services to the citizens and customers. The Reserve Bank of India had allowed commercial banks to provide banking services on mobile phones, whereas the Government of India had also approved the ‘Framework for delivering financial services through the mobile phone’ developed by an inter-ministerial group. n continuity, the Government of India has initiated Mobile Seva, which aims to deliver government services to citizens through mobile phones and tablets. This initiative has been developed as the foundational infrastructure for providing public services via mobile devices. After the introduction of 3G technologies in India, citizens can now access services related to health, education, agriculture, and infotainment on their mobile phones.

m-Governance in India

The Government of India intends to leverage the extensive reach of mobile phones and utilize the potential of mobile applications to facilitate easy and around-the-clock access to public services, particularly for rural areas, while also creating a unique infrastructure and application development ecosystem for m-Governance in the country.

 The Government of India is implementing the “Digital India” program with the goal of transforming India into a digitally empowered society and knowledge economy. Under the Digital India initiative, e-Kranti aims to provide various e-Governance services across the nation. The e-Kranti program focuses on modernizing e-Governance services by broadening the scope of Mission Mode Projects (MMPs) in e-Governance across different Government Departments, executing Government Process Reengineering (GPR), automating workflows, integrating new technologies like Cloud and mobile platforms, and concentrating on service integration.

In February 2012, the Ministry of Electronics and Information Technology established and announced the framework for Mobile Governance. The m-Governance framework created by the Government of India seeks to capitalize on the widespread use of mobile phones to enable easy and constant access to public services, especially aimed at rural areas. The framework is designed to create a unique infrastructure alongside an application development ecosystem for m-Governance within the country. 

Numerous mobile applications such as the cVIGIL app, Aarogya Setu app, ASH Track app, and Janmanrega app have revolutionized the interaction between citizens and government agencies for smartphone users. The needs of citizens with basic or feature phones are also being acknowledged, as many e-Governance initiatives like BHIM-UPI are being offered to such users via IVRS or SMS systems.