The other day, I was sitting in a roundtable discussion. The focus was on inclusive digital services, and I got the sense that many participants were confused about the difference between a citizen-centric and a customer-centric approach.
But that's a topic for another day.
What put me off was someone, apparently from a private bank, proudly announcing: “We are doing UPI and we are so advanced digitally. Why is the West not digitising every public service?” It felt like a random WhatsApp chatroom take. Disturbingly, he’s not the only one.
At a much larger level, South Asia seems to have turned a blind eye to the all-out digitisation of everything, without pausing to consider its often hidden financial cost, climate cost, socio-political cost, and, most worryingly, the cost to national security.

