Information Kiosk Based Indian E-Governance Service Delivery: Value Chain Based Measurement Modelling
AbstractGlobally, e-governance systems are evolving towards wider acceptance. Almost all the countries have embraced e-governance as part of their long term policy. Contemporary e-governance implementation efforts however, are not free from challenges. While some argue in favour of convergence among business, government, civil society etc., many feel citizen acceptance needs to be the primary objective. In cases like European Union (EU), citizen acceptance of e-governance services has become very important because of member-driven benefits. In developing countries, this challenge is enormous despite having prolific growth in e-governance infrastructure. In Indian context, e-governance infrastructure has evolved to a stage of consolidation. National e-Governance Plan (NeGP), National Knowledge Network (NKN) and Unique Identification Authority of India (UIDAI) etc., provide the scope for such consolidation. In this paper, it is argued that value chain management approach is necessary to consolidate the efforts made so far. Consolidation needs wider citizen acceptance and value added services are the basic imperatives. This consolidation phase needs to ensure e-governance efforts having longer life cycles, better convergence and connected e-governance. A measurement and acceptance model is presented in this paper with two case studies drawn from India for validation.
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