E-Government: Good Deliverance through Effective Performance Management

E-Government: Good Deliverance through Effective Performance Management

Shefali Nandan (Motilal Nehru National Institute of Technology Allahabad, India)
DOI: 10.4018/978-1-60566-240-4.ch009
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Successful implementation of e-government programs, policies, and effective service delivery to citizens is faced with many obstacles related to operations, technology, and human resource management, amongst others. The changes brought about due to introduction of Information and Communication Technology require changed work patterns, work styles, and overall management of performance. In this context, five key issues have been identified. These are identification of new performance measures, creating an environment for innovation, teamwork, fostering employee empowerment, and developing new competencies. A theoretical framework for performance management in e-government departments and agencies is proposed. A model for delivering improved service to citizens has also been developed.
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E-governance is a form of e-business in governance and refers to the processes and structures pertinent to the delivery of electronic services to the citizens and businesses, collaborating with business partners and conducting electronic transactions within an organizational entity (Backus 2001) by e-government. E-governance promises full service available 24 hours a day, seven days a week; greater accessibility; capability to obtain government services without visiting government offices; and reduced service cost. The services include those related to taxation, infrastructure, regulatory services (licenses etc.), social security, health care, defense, foreign trade and so on.

Use of Information and Communication Technology (ICT) requires new styles of leadership, inclusion of new dimensions in deciding policies and investment, new ways of accessing tasks, new ways of interacting with public and new ways of organizing and delivering information and services.

In this context Good Deliverance may be understood as delivery of services by e-government that are satisfactory to users in respect of quality, quantity and timeliness, efficiency, effectiveness, ease of access and cost (of providing and using the service). This also means that e-governance needs to be citizen-centric. Appropriate skills and competencies need to be developed in employees to make good deliverance a reality.

In spite of world-wide diffusion of e-government initiatives, getting the claimed benefits of e-governance has not been easy for various technological as well as organizational reasons in both developed and developing countries (Pacific Council on International Policy, 2002; Strejeek & Theil, 2002;Holliday, 2002;Wescott, 2001).

E-governance is an ambitious plan and huge resources have been allocated towards it. The concept is still in nascent stage and hence a lot remains to be done in (1) designing effective policies (2) successful implementation of policies. Government of India allocated US $ 4.92 billion in the tenth five year plan (2002-07) for implementation of e-government (www.mit.gov.in). National e-Governance Plan (NeGP) was commenced in May, 2006 in order to expand e-government initiatives in India with the objective of making all government services accessible through integrated service delivery mechanism ensuring effectiveness, efficiency, cost reduction and transparency. The whole work has been split up into various Mission Mode Projects.

The objective of efficient public service delivery has not yet been successfully met by e-government (Misra, 2006), in spite of all the efforts. This is due to various reasons. There is a lack of coordination among the various departments of the Union government with each other and with the states (Sebastian, 2008). Capacity building is an integral component of NeGP, which requires State Governments to build capacity in terms of human resources, tools and processes. Certain gaps have been identified in building capacity (Narayanamurthy, n.d.). These include

  • Lack of personnel with appropriate background and aptitude

  • Inadequate skill sets of personnel already deployed

  • Inadequate expertise and skills within the state training institutions to lead training programme for policy makers

Resolution of the employee related issues are the key to successful e-delivery. Cultural change can result from innovative approaches to all Human Resource Management (HRM) functions in an integrated and strategic programme. Thus strategic HRM has a major role to play in ensuring that a corporate culture conducive to the achievement of overall strategic objectives is developed and maintained (Schuler and Jackson, 1999).

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Editorial Advisory Board
Table of Contents
J. Satyanarayana
Susheel Chhabra, Muneesh Kumar
Susheel Chhabra, Muneesh Kumar
Chapter 1
Hai Thi Thanh Nguyen, Toshio Obi
The incorporation of e-business models into e-government applications is an additional approach in building the citizen-centric strategy. The value... Sample PDF
Government Transformation: The First Step to Integrate E-Business into E-Government
Chapter 2
Vasiliki Moumtzi, Marios Chatzidimitriou, Adamantios Koumpis
Work reported in this chapter relates with work carried out in the context of the European IST Project SemanticGov (www.semantic-gov.org). The... Sample PDF
Collaborative E-Gov Networks: The Case of the Semantic-Gov Project
Chapter 3
S. Siddharth, Rajat K. Baisya, Gupta
This case study examines the growth of e-governance in financial treasuries in India and examines the growth of computerization among treasuries... Sample PDF
Treasury Computerization in India: A Case Study
Chapter 4
Petter Gottschalk, Hans Solli-Sæther
Improved interoperability between public organizations as well as between public and private organizations is of critical importance to make... Sample PDF
Interoperability in E-Government: Stages of Growth
Chapter 5
Tagelsir Mohamed Gasmelseid
The adoption of e-government projects is growing both in scale and context across the world. While the implementation of such projects is increasing... Sample PDF
Towards an Organizationally Enabled E-Government Enterprise Architecture
Chapter 6
Tuyen Thanh Nguyen, Donald Elkin Schauder
This chapter explores preconditions for the successful development of e-government in Vietnam, particularly the readiness of the population to... Sample PDF
Understanding Citizens' E-Readiness as a Precondition to Building a Responsive E-Government: A Case Study of Vietnam1
Chapter 7
Kalpana Chauhan, K. B.C. Saxena
Customer Relationship Management (CRM), primarily a concept of the private sector for its multi-benefit approach, is catching up fast in public... Sample PDF
CRM in E-Government: Issues and Challenges
Chapter 8
Susana Berenice Vidrio Barón
Human Computer Interaction is a relatively new field. It has borrowed theories, techniques, and tools from such diverse disciplines such as computer... Sample PDF
Human-Computer Interaction: National Culture and Electronic Government Website Usability
Chapter 9
Shefali Nandan
Successful implementation of e-government programs, policies, and effective service delivery to citizens is faced with many obstacles related to... Sample PDF
E-Government: Good Deliverance through Effective Performance Management
Chapter 10
Jeffrey Roy
The emergence of the Internet has given rise to internal connectivity and external, online delivery as centrepieces of both the public and private... Sample PDF
The Governance of Integrated Service Delivery in Canada: An Examination of Service Canada's New Business Model
Chapter 11
Sangeeta Sharma
The changing economic scenario is redefining the socio-cultural dynamics. The notional domains of conventional concepts are changing and therefore... Sample PDF
Breaking Mind Inertia for Humane Business through E-Governance
Chapter 12
Peter Demediuk, Rolf Solli
Modern society will only reach its potential when citizens individually and collectively are able to use their knowledge and capabilities to shape... Sample PDF
E-Participation in Local Government Decision Making: Swedish and Australian Case Studies
Chapter 13
Pauline Ratnasingam
E-government has gained a lot of attention and public interests of government, technology providers, and researchers. Despite the growing awareness... Sample PDF
The Role of Knowledge Management Security Requirements for E-Government
Chapter 14
Sanjay Nayyar, Vinayshil Gautam, M. P. Gupta
The railroads sector in the developing countries like the other services sectors (i.e. electricity, post, and telegraphs, health, and transport) are... Sample PDF
A Study of Information Systems in Indian Railways with Specific Reference to Konkan Railway Application Package
Chapter 15
Daniel Serrano, Antonio Maña, Gimena Pujol, David Donnan, Joseph Latanicki
University of Málaga, Spain; University of Málaga, Spain; University of Málaga, Spain; Thales Services – Theresis, France; Thales Services –... Sample PDF
Security Aware Development of E-Government Systems
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