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[Challenges faced in service delivery] - Technology role has increased with use of DRI, digital train mission, Aadhar, cowin, digitlocke - Digital divide in terms of digital literacy and access to digital devices like smartphones - Lack of sustainable internet connectivity in remote areas - Difficult to build persuasion for social changes. E.g., retaining KPT, padma, still not fully achieved - Conflict between traditions & modernity - Risk of cyberattacks increased - Threat of data breach and marring of privacy eg. financial frauds - Need of skill building among old employees → resentment. [Challenges faced in service delivery] - Technology role has increased with use of DRI, digital train mission, Aadhar, cowin, digitlocke - Digital divide in terms of digital literacy and access to digital devices like smartphones - Lack of sustainable internet connectivity in remote areas - Difficult to build persuasion for social changes. E.g., retaining KPT, padma, still not fully achieved - Conflict between traditions & modernity - Risk of cyberattacks increased - Threat of data breach and marring of privacy eg. financial frauds - Need of skill building among old employees → resentment.

— Nidhi Goyal · AIR 91