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Abstract
We find that the presence of village Internet facilities, offering government to citizen services, is positively associated with the rate at which the Rural and Urban area obtain some of these services. Both these government services are of considerable social and economic value to the citizens. Rural and Urban area report that the Internet based services saved them time, money, and effort compared with obtaining the services directly from the government office. We also find that these services can reduce corruption in the delivery of these services. With the emergence of information and communication technologies in government, it is possible to locate services closer to the user through different channels which help them in managing their transactions. This motivates to study user satisfaction with electronic government services. This report presents a survey study about user satisfaction from e-government service providers. A questionnaire is distributed and analyzed to achieve a better understanding about quality of services provided. It is concluded that most user are satisfied with the services that provided by e-government. However, this satisfaction is not so related to their personal attitudes and usability factors. At the end the soft issues which may affect on the providing services with e-government are considered. Keywords : E-Government, impact and Services, information and communication
technologies(ICTs),ROI
Introduction
E-Government can be defined broadly as the use of information and communication technologies (ICTs) in the public sector to improve its operations and delivery of services. It is increasingly being seen as the answer to a plethora of problems that the governments or public agencies in general face in serving their constituencies effectively. This is especially so in developing countries, where generally the public agencies face resource constraints in improving their operations
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E-government History
E-Government' (or Digital Government) is defined as The employment of the Internet and the world-wide-web for delivering government information and services to the citizens. Egovernment describes the use of technologies to facilitate the operation of government and the dispersement of government information and services. E-government, short for electronic government, deals heavily with Internet and non-internet applications to aid in governments. The term e-Government (e-Gov) emerged in the late 1990s, but the history of computing in government organizations can be traced back to the beginnings of computer history. A literature on IT in government goes back at least to the 1970s [Kraemer, et al, 1978, Danziger and Andersen, 2002]. This literature concerns IT use within government, while the recent e-Gov literature more often concerns external use, such as services to the citizens. Just like the term e-Commerce, the term eGovernment was born out of the Internet boom. However, it is not limited to Internet use or publicly accessible systems for direct use by customers or citizens. e-Gov started as a practitioner field, basically convening practitioners struggling to meet the new challenges of the Internet medium by implementing new systems creatively. E-Government should enable anyone visiting a city website to communicate and interact with
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participation and governance by transforming internal and external relationships through technology, the Internet and new media. Whilst e-Government has traditionally been understood as being centered around the operations of government, e-Governance is understood to extend the scope by including citizen engagement and participation in governance. As such, following in line with the OECD definition of e-Government, e-Governance can be defined as the use of ICTs as a tool to achieve better governance.
Return on Investment
Experimental Return on Investment (ROI) is a function of three critical variables to measure the effectiveness of e-government: Application and service relevance: this point questioned to see whatever the promise of egovernment meets the needs of usres and improves their life. Citizens and business satisfaction: through using this point, the ability of e-government to the internet can be measured. Preservation of public trust: privacy is a major component in all issues, so peoples who use e-government should be confident to prevent their privacy.
E-government Advantages
E-government, if implemented properly, can improve current government services, increase accountability, result in more accurate and efficient delivery of services, reduce administrative costs and Time spend on repetitive tasks for government employees, facilitate greater transparency in the administration of government, and allow greater access to services due to the around the clock availability of the internet. E-government also allows government, such as email, online meeting and forums for voicing opinion, online transactions, and online voting. By creating viable Internet presence, a government can generate interest in political process among young usres who frequently
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E-government strategy
Major groups of the e-government services are between government and the citizens (G2C), government and business (G2B), government and other government agencies (G2G), and between government and its own employees (G2E). While many current efforts focus on G2C, the three remaining areas can provide tremendous payback for government. Therefore, it is important to consider that a definition of e-government is not complete unless it identifies and considers all of its customers. E-government has attracted the attention of politicians, scientists, and statesmen of the world in the recent years and hence has been extensively approached by governments in many countries,many of whom have devoted considerable efforts and resources for its implementation According to this UN proposed a modelfor the e-government implementation including the following stages:
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Department:Police Department :Transport Department (RTO):Housing and Urban Development: Micro , Small and Medium Enterprises Department: TN Small Industries Development Corporation (SIDCO): Tamil Nadu Industrial Development Corporation (TIDCO): Tamil Nadu Industrial
Investment Corporation (TIIC):Department of Employment and Training Teachers Recruitment Board (TRB) :Tamil Nadu Public Service Commission (TNPSC) :Law:Madras High Court :Debts Recovery Tribunals :Municipal Corporations and Municipalities :Birth / Death Certificate :Booking of Halls:Building Plan Approvals:Burial Services:Property Tax:Water Charges :Revenue Department :School Education Department :Tourism and Culture :Government Museum :Tamil Nadu Tourism Corporation (TTDC):Railways:Air India (Indian Airlines) :Transport:Transport Corporations: Miscellaneous:Tamil Nadu Telecom and Chennai Telephones (BSNL) :Tamil Nadu Postal Circle
Methodology:
This study aims to investigate the theoretical framework of e- government and to find out what are the critical factors that affect user satisfactions with a new type of e-government solution, a system of intermediaries delivering public services. This research is mainly descriptive because in descriptive research design goes a bit further than theories and tries to describe different characteristics of a phenomenon. The descriptive research will require a theory to guide the collection of data; also Satisfaction factors of E- government services are described in Tamilnadu unique and new environment. The research strategy is a general plan of how researcher will go about answering
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Limitation of research
Limitations are an inherent part of any research. One of the main limitations of this study was that most of the respondents use these services for the first time. Therefore, they did not more valid idea about them. Another important limitation is that most of the respondents have not any idea about e-government services in other countries, therefore, cannot compare this condition with better
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Reference:
1.G-G Lee, and H-F. Lin, Customer perceptions of e-service quality in online shopping, International Journal of Retail & Distribution Management, (2005), Vol. 33, No. 2, pp. 161-176. 2.Agranoff, R. & McGuire, M. (2001). Big Questions in Public Network Management Research. Journal of Public Administration Research and Theory, 11(3): 295-396 3.http://en.wikipedia.org/wiki/E-Government, www.cips.org.in/public, www.indiana.edu
4. Customer Centric Service / Customer Relationship Management in eGovernment zttp://www.egov.vic.gov.au/Research/CustomerCentricService/customer.htm 5.e-Accessibility: Accessibility and Information Society http://europa.eu.int/information_society/topics/citizens/accessibility/index_en.htm 6.e-Accessibility: Web and People with Disabilities http://europa.eu.int/information_society/topics/citizens/accessibility/web/index_en.htm http://europa.eu.int/information_society/programmes/egov_rd/index_en.htm Institute for Citizen-Centred Service http://www.iccs-isac.org/eng/default.htm http://www.keelan.elanet.org/home 7.PRISMA Library http://www.prisma-eu.net/pages/library.htm 8. www.tn.gov.in/acts-rules 9. n.wikipedia.org/wiki/Government_of_Tamil_Nadu 10. www.tenet.res.in 11. Thanks to Dr.K. baranidharan to motivate the paper presentation 11
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