Design and Development of E-Governance Model for Service Quality Enhancement

Abstract

Governance is a process of establishing policies or laws and continuously monitoring their implementation in the public. Citizens are the main stakeholders in this process. To make the governance process cost effective, easy and convenient to the citizens, information and communication technologies (ICTs) are playing a vital role. Using ICTs in governance domain can be referred as e-governance. It helps citizen to participate not only in policy making but also in service quality improvements and getting government services over network. Web technology is one of the major technologies that have been used in e-governance as a major contributor. Before invention of web, citizens used to write their opinions and send to concerned body via post mail or local suggestion box for improvements of services. After the invention of the web, it became possible to post or send the opinions/comments over organization’s web sites or portals. As the number of comments increases over the web, it is very difficult to have relevant information for furthering the decision making processes. In these study, text processing and data mining techniques have been used. The prototype system classifies citizen’s opinions in one of six service categories with the precision of 87.3% and recall of 85.8%. Further, the system determines opinions as appreciation with the precision of 100% for both depression and appreciation, and average recall of 90.85% for both depression and appreciation. The results obtained from the prototype system indicate that the techniques that have been applied are promising for real world application in e-governance.