Organizational Performance Framework: e-Government Services

Organizational Performance Framework: e-Government Services

Susheel Chhabra (Periyar Management and Computer College, New Delhi, India)
Copyright: © 2015 |Pages: 13
DOI: 10.4018/ijcesc.2015100104
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The research study proposes an organizational performance framework of Haryana Government departments involved in providing e-Government services through citizen service centers (CSCs). The objective of this framework is to suggest dimensions which need improvement for enhancing organizational performance. This will help to improve efficiency and effectiveness in providing services to citizens through CSCs. The organizational performance framework has been suggested using responses collected from 150 government departments. A log linear regression analysis is used to develop the framework. The framework can be used as a template for Government departments in similar other organizational settings.
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Literature Review

Several authors have undertaken studies to suggest e-government frameworks (Pollard, et al., 2006; Siddiqi, et al., 2006; CITO, 2005; GOI, Rajasthan, 2005; Mittal, et al, 2004; Peristeras, et al., 2004; Khoong, 2001; Lyne, et al., 2001; Punia, et al., 2004; McGibbon, n.d.; to name a few).

The broad objectives of these studies include - to design a framework of Customer Relationship Management (CRM) for use in public and private sectors; suggest a framework of digital divide to solve the problem of participation in e-government; design e-governance model for its stakeholders; e-governance solution development platform to lower the cost of developing, deploying, and managing government solutions; Governance Enterprise Architecture (GEA) as a set of domain models; cooperative process knowledge architecture in the project for orchestration of government services; design transformation models for government; a ‘stages of growth’ model for fully functional government; auction model for the public sector; framework to address problem of managing coordination in e-government services; developing a Service Oriented Architecture (SOA) for government; and to enhance e-governance theory towards a general implementation methodology.

Literature review indicates no study has been undertaken to suggest e-government organizational performance framework to enhance effectiveness of e-government services provided by the government departments.

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