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Correct.

False. The user group for e-services is not undifferentiated. The design and implementation of e-services can be effective only when it accounts for the specific needs and priorities of women and segments of the population who face particular social, cultural and historical disadvantages in accessing government services as well as technology. The intersecting structures of social stratification (gender, class, race etc) that contribute to women’s exclusion from the benefits of full citizenship must be accounted for, in the design of e-services, to overcome traditional barriers to their active involvement in local governance. A rights-and-empowerment perspective must inform e-service strategy visions.

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Women’s requirements with respect to welfare benefits and other public services vary by life stage, and socio-structural and geographic location. An adolescent girl needs a different basket of services when compared to a single mother struggling to run her household; an undernourished woman coping with a high risk pregnancy; a woman entrepreneur looking for support to enter new markets; or, an older, destitute woman trying to find affordable health care. Similarly, urban-poor women may have service needs that are different from their counterparts in rural areas. A life cycle approach accounts for these differences when building an integrated/convergent basket of public services for women.

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False. Both aspects are equally important. The user-facing aspects – the front-end dimensions of e-service delivery design such as design of e-service delivery interfaces – are critical in determining user experience of e-services. The back-end/goverment-facing aspects of design, such as the development of the digitalised information and data systems that form the backbone of e-service delivery systems, are the critical backbone upon which the entire e-service delivery architecture rests.

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Not necessarily. For example, in Kutch district of Gujarat state, India, a local CSO – Kutch Mahila Vikas Sangathan – has developed an one-stop-shop portal, in partnership with district level government agencies, to support the work of one-stop-shop kiosks for convergent public service delivery to marginalised women from tribal communities, engaged in artisanal and dairy occupations. The portal is intended to serve as a resource for information workers/ infomediaries who process information and service delivery requests at the last mile. As these workers may themselves have low levels of textual literacy and digital literacy, the interface uses icons and visual graphics to aid ease of navigation.

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Never. Informed consent is essential in case of mobile-based safety/ emergency apps (or, for that matter, any app). Apps must be backed by a clearly defined privacy policy which explains if data is shared with the developer, and why.

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Yes, but this is only part of the strategy. Locating one-stop-shop kiosks/e-service delivery centres in rural and remote communities, and urban-poor neighbourhoods, is an important strategy for ensuring the effective uptake of e-services by vulnerable groups with limited access to Internet connectivity or lacking in digital literacy skills to navigate e-service web portals. However, it is important to recognise that such spaces cannot automatically ensure inclusion of marginalised women in service delivery systems. These spaces will remain male bastions unless some specific design elements are introduced to make them gender-inclusive such as locating them in non-threatening locations, ensuring the availability of women facilitators, etc.

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De-identification. This includes not just anonymisation of data but the removal of all personal identifiers from it.

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Organisational interoperability is concerned with the need to ensure alignment between business processes and information architectures of different departments/agencies for better collaboration and inter-agency coordination in service delivery.

Semantic interoperability is concerned with enabling the exchange, pooling and re-combining of data sets held by different service provider agencies, for meaningful information processing to support public decision making.

Technical interoperability is about setting standards and specifications that enable the effective exchange of information across computer systems. It covers the following categories:

• Interconnection: standards related to networks and systems development
• Data integration: standards for description of data that enables data exchange across systems
• Information access and presentation: design of user interfaces
• Content management and metadata: standards for managing government information
• Security aspects, cutting across all the above-mentioned layers

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Both considerations are important. Digitalisation opens up new possibilities with respect to integrating beneficiary databases that were previously scattered amongst different departments. At the same time, it can also create a new, comprehensive data backbone that supports a life-cycle approach to the design and roll-out of services for women. The creation of such integrated data-bases opens up new questions about accountability in state-citizen relations, such as: To what extent should personal information about citizens be visible to government agencies? Should all service provider agencies/wings of government have access to the entire set of personal records of citizens that are spread across different agencies? How can we ensure that citizens have some control over the types of personal information collected by government departments/agencies, and the uses to which this information is put?

Such questions can be tackled only through robust data governance frameworks that effectively balance citizens’ right to privacy and personal data protection, with transparency and right to information. Moreover, the architects of these frameworks should recognise that a gender lens becomes very important in defining the limits of what is ‘private’ data and what is ‘public’ data. For example, it is important to make available aggregate data about the extent to which different groups of vulnerable women are being covered under social safety nets of the government – so that committed citizen groups and other collectives can pro-actively partner with government agencies for strengthening gender-inclusive service delivery. However, details of individual women who are part of these groups – such as name, address etc.-- should not be opened up to the public, as it heightens their vulnerability. This task of accurately calibrating what is ‘private’ and what is ‘public’, should be dealt with when designing the two main aspects of data governance frameworks – (a) Data protection legislation that safeguards women’s right to privacy (b) Gender-responsive open data frameworks.