Karnataka is one of the fast developing States in India. Bengaluru is widely recognised as the science and technology hub of the country. Bengaluru city has a large population of highly educated, tech savvy citizens with real or virtual international exposure. They naturally have higher expectations and are more demanding when it comes to quality and timeliness of services delivered by the Government. At the same time a large section of the population is not digitally connected and some are also deprived of basic literacy. Government has to rise to the expectations of all people and especially the weaker sections. It has to deliver quality and timely services to people at all points of the spectrum between these two extremes.

In the last five years, and especially in the last one year due to Covid-19, there have been tremendous changes in the way humans interact and the way large institutions operate. The use of information and communication technology has revolutionized the workplace and communication among people. The last two decades have also seen many social and economic changes in the State and beyond. The outlay and reach of welfare programmes and schemes administered both by State and the Central Government have increased tremendously along with the increasing role of Government in both development and regulatory domains.