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Applying Gap Model for Bringing Effectiveness to e-Government Services: A Case of NeGP Deployment in India

Applying Gap Model for Bringing Effectiveness to e-Government Services: A Case of NeGP Deployment in India

Amritesh, Subhas C. Misra, Jayanta Chatterjee
Copyright: © 2015 |Pages: 15
ISBN13: 9781466683587|ISBN10: 1466683589|EISBN13: 9781466683594
DOI: 10.4018/978-1-4666-8358-7.ch063
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MLA

Amritesh, et al. "Applying Gap Model for Bringing Effectiveness to e-Government Services: A Case of NeGP Deployment in India." Public Affairs and Administration: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, IGI Global, 2015, pp. 1292-1306. https://doi.org/10.4018/978-1-4666-8358-7.ch063

APA

Amritesh, Misra, S. C., & Chatterjee, J. (2015). Applying Gap Model for Bringing Effectiveness to e-Government Services: A Case of NeGP Deployment in India. In I. Management Association (Ed.), Public Affairs and Administration: Concepts, Methodologies, Tools, and Applications (pp. 1292-1306). IGI Global. https://doi.org/10.4018/978-1-4666-8358-7.ch063

Chicago

Amritesh, Subhas C. Misra, and Jayanta Chatterjee. "Applying Gap Model for Bringing Effectiveness to e-Government Services: A Case of NeGP Deployment in India." In Public Affairs and Administration: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, 1292-1306. Hershey, PA: IGI Global, 2015. https://doi.org/10.4018/978-1-4666-8358-7.ch063

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Abstract

Taking the means-ends approach to e-governance service quality the authors adopt the Parasuraman's ‘Gap Model' to evaluate the antecedents of service performance in an Indian context of government-to-citizen (G2C) service deployment under the national e-governance plan (NeGP) of India. This e-governance initiative in India has been implemented at multiple tiers of the government that integrates administration and service processes at different levels that includes center, state, district, block, and further to the lowest level of governance unit (Panchayat). The authors acknowledge five levels of potential service discrepancies across the service delivery chain, from designing the service policy to achieving citizen satisfaction. These are service conceptualization, service design, service capacity, service offering, and service consumption. Corresponding to these discrepancies, the authors explain six types of potential gaps in e-governance G2C service context: Assessment Gap, Design Gap, Capacity Gap, External Communication Gap, Delivery Gap, and Service Gap. Preliminary strategies to close these gaps are also proposed.

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