Process Transformations in E-Governance: Exploring Reasons of Failure Using the PEMM Model

Process Transformations in E-Governance: Exploring Reasons of Failure Using the PEMM Model

Apeksha Hooda (Faculty of Management Studies, University of Delhi, New Delhi, India) and M.L. Singla (Faculty of Management Studies, University of Delhi, New Delhi, India)
Copyright: © 2019 |Pages: 18
DOI: 10.4018/IJEGR.2019040105
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The purpose of the present study is to assess the maturity level of government process reengineering and investigate the reasons for not achieving much anticipated benefits of E-Governance implementation across developing countries. The present study qualitatively analyzes the reengineering status of government processes in the current E-Governance implementation practices across India using the Process and Enterprise Maturity Model (PEMM). The structured interview was conducted with key people involved in the E-Governance implementation across India. The findings of study indicated that the E-Governance implementation in India is presently missing on the reengineering of government processes, owing to which these processes are not mature enough to deliver the higher performance post E-Governance implementation. The findings of the study suggested that to ensure the performance of government processes, the need is to focus upon the process enablers and enterprise capabilities.
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1. Introduction

In the twenty first century, innovation has enunciated itself in almost all the processes of production and delivery of services. Whereas innovation was most widely in the private sector, but situation has changed of late in government sector which started adopting innovation as panacea to transform its working to provide transparent, accountable and responsive service to its consumers (Agolla & Lill, 2017).

It was the time, when only the people sitting at the top of the pyramid had access to the information to take the informed decision. However, with the globalization and gradual expansion of internet, the world has become a global village where all information is available at the fingertips with the click of a mouse (Kozielski, 2017). Citizens are now well educated and informed, who no longer accept delays, bureaucratic mistakes and complex procedures, thus, demands modernized services (Radhakumari, 2013). In such an environment, traditional ways of executing functions are not sufficient, rather the new ways of implementing organizational tasks and competitive advantage are needed (Kozielski, 2017). In view of such a fast-changing social environment, government agencies find it challenging to respond to the demands of updated citizenry. The reason being that the government processes were developed in the slow pace society where only people sitting at the top were holding all the powers. Government processes in India are designed since the colonial time period to focus on authority and control over citizens rather than servicing them, thus developing the culture of bureaucracy in the government sector (Kalam, 2008). Many government processes consist of cumbersome long-winded procedures, inconvenient and unnecessary steps leading to the non-transparent culture and corrupt practices. Such processes desperately demand reengineering and digitization to bring in transparency and accountability in the government working (Ray & Mukherjee, 2007; Teng-calleja et al., 2016; United Nations, 2014, 2016; Weerakkody & Dhillon, 2009; Weerakkody, Janssen, & Dwivedi, 2011; Weerakkody, Omar, El-Haddadeh, & Al-Busaidy, 2016).

Rather than focusing on implementing bureaucratic processes and controls, today’s government need to focus upon the representation of citizens’ view, professionalism in public services and results achievement (Bannister & Connolly, 2014). Though government agencies adopt IT to improve the operational efficiency, but the changing environment calls for radical changes in government process to deliver the high-quality services as per the expectations of citizens. Merely providing a website of a government department, which is more of an informational reorganization than fundamental changes in back end processes or Information Technology/Systems, is not going to yield the true benefits of E-Governance (Weerakkody et al., 2011). Government services though considered as inefficient, less technology savvy and bureaucratic in nature but reengineering enabled E-Governance can prove to be a revolution for the same by radically redesigning the government and public processes (Larsson & Grönlund, 2014).

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