Strategic interventions for bridging the design-reality gap in property conferment rights: a case study of India’s ambitious initiative

Purpose This research aims to assess how well the e-governance initiative aligns with its design expectations and on-ground realities for property management to redevelop Delhi, the mega-city of India. Additionally, the study proposes strategic interventions to address any gaps identified, aiming to improve the project’s effectiveness and success. Design/methodology/approach The research employs a singular exploratory case study methodology to scrutinise the e-governance initiative undertaken by the Government of India to confer property rights. Specifically, the study utilises a qualitative research approach known as design-reality gap (DRG) analysis. The study draws from primary and secondary sources using a mixed-methods data collection strategy. Primary data are gathered through a purposeful and snowball sampling method involving direct engagement with respondents, whilst secondary data are sourced from the project portal. Findings The investigation reveals a substantial disparity between the planning and execution phases of e-governance projects. This incongruity predominantly manifests in the domains of process, staffing and skills, as well as objectives and values. The study further finds that strategic collaboration amongst stakeholders and the sustainability of decisions are the most critical factors in ensuring the success of e-governance initiatives and bridging the DRG of e-governance projects. Research limitations/implications This research highlights the complex challenges faced by e-governance projects in technical, human and organisational aspects. The successful implementation and sustainability of these projects require effective strategies to overcome challenges, which management should proactively identify and act on. To improve services, beneficiaries should be encouraged to provide feedback and suggestions, as they play a crucial role in service enhancement. A dynamic feedback loop would be established by creating a two-way interaction between beneficiaries and service providers, leading to iterative service improvement. It is important to note that the study’s findings are more illustrative than conclusive due to the moderate sample size, reflecting its limitations. Originality/value The research contributes to the scholarly discourse on e-governance and policy implementation by comprehensively examining the alignment between conceptual design and real-world execution. It also introduces a normalised scale for the DRG framework, mapping its dimensions to deduce specific outcomes. This innovative approach enhances the research’s originality and value, offering insights applicable in both academic and practical domains.