E-Governance Parameters Assessment : An AHP Approach

Abstract

E-Governance is a well recognized concept in today's business environment. E-Governance provides flexibility to the citizens of the country by shifting government services from traditional to digital form. In a developing country like India, citizens are also striving for adoption of e-Governance practices. Moreover, Indian government is initiating digitalization rigorously in almost all fields. Any e-governance project moves through three stages i.e. planning, implementation, and adoption by citizens. Usually, e-Governance projects start with discussions with senior government officials after doing deep need analysis and the techniques involved in implementation of e-Governance projects are 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 Indian government developed various e-Governance portals as interfaces to provide its services online as well as offline in adoption phase. The objective of this paper is to understand and analyze various parameters which make impact on the assessment of e-Governance portals. E-governance portals are evaluated on attributes such as static appearance, features, and service quality by the citizens. Many parameters were identified from vast literature review and then short-listed with the help of opinion of experts for this study. A framework was developed on the basis of short-listed parameters. Further, aspects and parameters were prioritized by using Analytical Hierarchy Process (AHP). This study identified that 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, developers and practitioners may adopt these findings at the time of planning, designing, and implementation of e- governance projects.