Purpose It is the responsibility of any government to ensure efficient, transparent and reliable services to the common man through telecentres. The purpose of this study is to take into account the influence of people and process on transparency that leads to effective e-governance. Design/methodology/approach This study involved collecting data through questionnaire method from 400 citizens who visited the telecentres. Data were analysed by conducting chi-square test and independent sample t-test, and it was found that there exists significant influence of location on transparency. Findings The current study reiterates the fact from literature that transparency in transactions enables effective e-governance. Beneficiaries perceive that people and processes have influence on transparency. Research limitations/implications The research adds up to the literature in establishing that there exist differentials among the rural and urban population with respect to transparency. Results could be skewed, as there could be an impact of population density across urban and rural areas. Practical implications This study brings out a framework and an action plan for the government to implement and ensure transparency in processes leading to effective e-governance. Social implications The action plan ensures transparency in service delivery leading to effective e-governance. Increased transparency empowers citizens with increased trustworthiness towards services delivered through telecentres. Originality/value This paper fulfils the need for an action plan to assure citizens to use deliveries through telecentres with better transparency. The aspect of transparency is not being studied in the present context of service delivery by the government authorities in India. Moreover, the influence of transparency on e-governance is also under-explored.

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