Usability Improvements in E-Governance Application with Simple & Usable Interface Using Citizen-Satisfaction-Model-of-Performance-Related-Pay (CSMPRP)

Abstract

AbstractIdeally, e-governance application should be simple and usable and provide all government services online. But many countries are still facing issues in providing this due to corruption, un-accountability, and irresponsibility of government departments. So to remove these issues and improve the usability of e-governance applications, current usability is analyzed and improvements are made. The drawbacks of self-analysis are listed and verified by a quantitative survey created on Atspace using five questions selected from National e-Governance Service Delivery Assessment (NeSDA) 2019. Dichotomous Rating Scale (Yes/No) is used for taking the response. For immediate improvement, an improved prototype e-governance application is created on Atspace, and for future improvement, CSMPRP is proposed. In CSMPRP, the citizen has to give the rating on five usability related questions (Q1–Q5). Department’s Rating (DR), Performance Rate (PR), and Performance Pay (PP) amount have to be calculated using ratings, and PP has to be given to employee of department. A survey of 45 citizens is conducted by considering the Department of Post (DoP) with 15,000 INR as the basic salary for its employees. Results are DR as 3, PR as 6%, and PP as 900 INR. Accordingly, the departments of government will evolve constantly to improve DR, PR, and PP to get satisfactory incentives, thereby giving proper and fully usable online services.Keywordse-Governance applicationCitizen-satisfaction-modelPerformance-related-pay