DOI: 10.36347/sjahss.2019.v07i08.002

Pages: 552-557

A flagship urban e-governance programme of the Government of Kerala functioning since 2000 has contributed in providing various public services more transparently and efficiently. Through a decade long existence, the project has opened up new possibilities as well as challenges for using IT for citizen service. This paper analyses the history, evolution, contribution and challenges faced by the project in delivering its services. The study has specifically identified the positive and negative impact that the project has made on its stakeholders. Despite the positive chord attached to the project, the project has not been successful in adding additional services to the citizens even after having a decade of experience. Only one department is added after its successful working for about 12 years. Similarly, FRIENDS has not been able to provide the information services on public services. In addition, the operational area of FRIENDS still confine to the district headquarters. Of recently, the withdrawal of service officers deputed by the parent departments has made the operation of the project more difficult. It demands proper policy on the part of the government for the sustainability of projects like FRIENDS.