E-governance Parameters Assessment: An AHP Approach
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Abstract
E-governance is well recognized concept in today’s business environment .E-governance provides flexibility to the citizens of the country by shifting government services from tradition form to digital form. In developing country like India, the citizens are also starving towards adoption of e-governance practices. Moreover, Indian government is initiating digitalization rigorously in almost all fields. Any e- governance project moves through the three stages i.e. planning, implementation and adaptation by citizen. Usually, e-governance projects starts with discussions with senior government officials after doing deep need analysis and the technicians involved in implementation of e-governance projects and finally, adopted by the citizens of country. E-governance brings more transparency and accountability in the government system. Many e-governance projects in developing countries like India are at different stages of progression. The government developed various e-governance portals as interface to provide their services online as well as offline in adoption phase. The objective of this paper is to understand and analyse the various parameters which make impact on the assessment of e-governance portals. E-governance portals are evaluated on the attributes such as static appearance, features and service quality by the citizens. Under these aspects, many parameters are identified from vast literature review and then shortlisted with the help of expert’s opinion. A framework is developed on the basis of shortlisted parameters. Further, aspects and parameters are prioritized by using Analytical Hierarchy Process (AHP). The study identifies the most important aspect for evaluation of e-governance portal is service quality. The findings of the study will be highly useful for the developers of e-governance portals. For more successful e-governance projects, the developers and practitioners may adopt these findings at the time of planning, designing and implementing of e- governance project
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