The Changing Landscape of Public Service Delivery in India: Key Insights from SAMPANN in Pension Disbursement

Working Paper By,

Published on: May 27, 2026

Working Paper: WB-2026-04

Abstract

Public Service Delivery (PSD) embodies a fundamental component of nation-building. It represents an integral relationship between the government and the citizenry, continuously reinforcing democratic values and public trust. This paper traces the evolution of public service delivery in India, from traditional administrative mechanisms to contemporary, citizen-centric, technology-enabled frameworks, and undertakes a descriptive analysis of SAMPANN, an initiative of the Department of Telecommunications (DoT).

SAMPANN is examined through four complementary theoretical frameworks: the Sevottam Model, New Public Management (NPM), New Public Service (NPS), and Al-Ghazali's Checklist. The analysis highlights its alignment with service standards, grievance redressal, cost-effectiveness, efficiency, citizen engagement, equity, accountability, and rights-based service delivery.

The paper highlights the benefits of SAMPANN for pensioners and the government, demonstrating the potential of a transparent, responsive, and efficient digital pension management system. It concludes by reflecting on the role of digital public infrastructure in strengthening India's public service delivery and the need for further research on pension management systems.

Keywords

SAMPANN, Pension, Public Service Delivery, Public Service, Pensioners, e-PPO