Globalisation, marked by economic liberalisation, technological advancement, and increased integration, has reshaped the traditional role of the state. The ‘roll back of the state’ refers to the reduction of direct state intervention in economic and social spheres, with governance increasingly adopting market-oriented approaches. In this context, citizens are often perceived less as rights-bearing individuals and more as consumers of public services.

Body:

1. Roll Back of the State:
   1. Emphasis on deregulation, privatisation, and outsourcing of state functions.
   2. Reliance on public-private partnerships (PPPs) for infrastructure and social services.
   3. Example: Privatization of airports like Delhi and Mumbai under PPP models.
2. Citizens as Customers:
   1. Services delivered based on efficiency, choice, and user satisfaction.
   2. Performance–oriented governance encourages citizens to ‘consume’ services like customers rather than claim rights.
   3. Example: E-governance platforms such as DigiLocker and UMANG app allow citizens to access certificates, licenses, and services online.
3. Implications for Governance:
   1. Efficiency vs Equity: Market-driven delivery improves efficiency but may exclude marginalized populations.
   2. Performance Metrics: Success is measured through service quality, delivery speed, and citizen satisfaction.
   3. Accountability Changes: Citizens can choose alternatives rather than only voice grievances, changing the traditional citizen-state relationship.
   4. Decentralisation: Local authorities, NGOs, and private actors gain prominence in service delivery.
   5. Example: CoWIN platform for COVID-19 vaccination facilitated efficient, user-centric service delivery.
4. Impact on Public Service Delivery:
   1. Healthcare: Targeted, insurance-based schemes like Ayushman Bharat PM-JAY offer cashless treatment, blending welfare with market mechanisms.
   2. Education & Skills: Skill India Portal enables citizens to register for training and certification programs online.
   3. Social Welfare: Direct Benefit Transfers (DBT) for LPG and PDS reduce intermediaries, reflecting customer-focused delivery.
   4. Urban Services: Smart City initiatives with IoT-based utilities ensure efficient water, electricity, and waste management.
   5. Transport & Mobility: Metro rail smart cards and app-based integration with Ola/Uber reflect hybrid public-private service models.
5. Critical Concerns:
   1. Potential exclusion of economically weaker sections unable to ‘pay’ or access services.
   2. Risk of commodification of fundamental rights, turning basic entitlements into purchasable services.
   3. Democratic deficit if market-driven logic undermines participatory governance.

Conclusion:

Globalisation has transformed the citizen–state relationship, emphasizing efficiency, choice, and accountability. While the shift from citizen to customer improves service delivery and innovation, it challenges the state’s traditional welfare role. Balancing market efficiency with social equity is essential to ensure governance remains inclusive and citizens retain their rights alongside consumer privileges.