Abstract
The government departments in India need overhauling to improve effectiveness in providing services to citizens. The chapter proposes an organizational performance framework of Haryana State Government departments involved in providing services to citizens. The framework suggests dimensions which need improvement for enhancing organizational performance. This will help to improve efficiency and effectiveness in providing government services. The organizational performance framework has been suggested using responses collected from 150 government departments. A log linear regression analysis statistical technique is used to develop the framework. The framework can be used as a template for Government departments in similar other organizational settings.
TopBackground
Haryana State
The Haryana is one of the 29 states in India situated in North India. It was a part of the larger Punjab region and was carved out of the former state of East Punjab on 1 November 1966 on the basis of linguistic parameters. Haryana is one of the wealthier states of India and had the second highest per capita income in the country at ₹119158 in the year 2012–13. The state is also one of the most economically developed regions in South Asia and its agricultural and manufacturing industry has experienced sustained growth since the 1970s More than 70% of the population is dependent on agriculture for their livelihood. The state is divided into six divisions for administrative purposes: Ambala, Rohtak, Gurgugram, Hisar, Karnal and Faridabad. The state has 22 districts, 72 sub-divisions, 93 tehsils, 50 sub-tehsils and 140 blocks. Haryana has a total of 154 cities and towns and 6,841 villages. The city of Chandigarh is its capital while the National Capital Region city of Faridabad is the most populous city of the state and the city of Gurgaon is financial hub of NCR with major Fortune 500 companies located in it. It is bordered by Punjab and Himachal Pradesh to the north, and by Rajasthan to the west and south. The river Yamuna defines its eastern border with Uttar Pradesh. Haryana surrounds the country's capital Delhi on three sides, forming the northern, western and southern borders of Delhi. Consequently, a large area of south Haryana is included in the National Capital Region for purposes of planning and development (https://en.wikipedia.org/wiki/Haryana).
Key Terms in this Chapter
Factor Analysis: A statistical technique used to reduce large number of variables into fewer numbers of factors or dimensions. The technique extracts common variance in variables and assemble them into a common segmentation.
Common Service Centre(CSC): The physical facilities or structure created by the government or through franchise to provide common services to citizens. The centres are equipped with trained employees, IT infrastructure and facilities for the convenience of getting services at one place.
Government Departments: The government departments in India work under employed officials known as civil servants and are accountable to elected government. The departments are headed by a secretary of the state supported by defined rules and regulations.
Organizational Performance: The measurement of achieving targets of organization to perform effectively keeping in view stakeholder objectives. The dimensions of performance varies in domains and are dependent on objectives set-forth as per stakeholder expectations.
Electronic Government (e-Government): Use of Information Communication Technologies (ICTs) for automation of services provided to citizens. In India the services provided to citizens include e-Aadhaar, E-ticketing, issue of various certificates, registration & automation of government departments etc.
Regression Analysis: A statistical technique for estimating relationships among variables. The technique is used to understand which among the independent variables are related to the dependent variable. The technique is effective in developing a framework.