e–Governance Service Quality Assessment

This book examines the opportunity for ‘inclusion and empowerment’ of the citizen in the governance process as the transformational stage of democratic governance in India while investigating the National e-Governance Plan (NeGP) and Right to Information Act (RTI) implementation objectives in India and the ground realities to understand the barriers, gaps and bridging strategies and the need for innovation in e-Governance services. The process of identification of transformational service quality attributes follows (i) literature review, (ii) focussed group discussions (FGD), interviews and workshops (iii) in-depth study on Right to Information (RTI). The research is carried out by studying the award winning innovative project Jankari-A RTI call centre in Bihar, India. Technology dissolves barriers but creates new challenges. Trust based civil society re-intermediation enhances adoption and satisfaction of Transformational e-Governance. Therefore, at Transformational stage the duality is ‘dis-intermediation’ Vs ‘Re-Intermediation’. The model suggested would be useful for evaluating any other national e-Governance Plan.