Paper-based bureaucratic procedures to access government services such as welfare measures can be user unfriendly and riddled with red tape . In India, despite extensive work over the past decade in the digitization of such processes, government welfare services remain hard to access by low-income populations, causing significant distress among people during the Covid-19 pandemic. These problems are systemic in nature, rooted in the design of e-governance technologies. Here, we focus on several design flaws that manifested themselves during the pandemic. Insights To curtail the rapid transmission of the virus, the Indian government imposed a stringent lockdown of…
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