Critical Success Factors for Strengthening India’s National Telemedicine Platform: A Systems Perspective on Building Scalable E-Health Solutions

Pranshu Bhagat () and Rishabh Rajan ()
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Pranshu Bhagat: Wadhwani Institute of Artificial Intelligence, Piramal Group, Strategy Consultant
Rishabh Rajan: Chandragupt Institute of Management, Department of Strategic Management

A chapter in Business and Sustainable Development in a Globalized and Digitalized Era, 2026, pp 574-593 from Springer

Abstract: Abstract Telemedicine has transformed healthcare delivery by expanding access, improving affordability, and enabling continuity of care, yet scaling national platforms sustainably remains a complex challenge. This study identifies and analyzes the critical success factors (CSFs) for India’s national telemedicine platform using Total Interpretive Structural Modeling (TISM) to map hierarchical and causal relationships among key drivers. Seven CSFs were distilled from a systematic review of digital health literature and expert consultations, spanning policy support, specialist availability, platform reliability, digital literacy, integration with health systems, and user experience. An in-depth case study of eSanjeevani—the world’s largest government telemedicine platform, with over 415 million consultations—validates the framework. Findings reveal that institutional enablers, particularly government policy, regulatory clarity, and leadership commitment, underpin operational capabilities such as platform dependability, accessibility, and digital readiness, which in turn determine user acceptance, satisfaction, and adoption. The study offers a strategic, systems-oriented roadmap for policymakers, managers, and innovators to design scalable, effective, and sustainable e-health solutions in large-scale public & private settings.

Keywords: Health Tech Strategy; Critical Success Factors; e-Health Solutions; User Experience & Adoption; eSanjeevani; Structural Modelling; Healthcare (search for similar items in EconPapers)
Date: 2026
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DOI: 10.1007/978-3-032-29346-6_28

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