The book draws on the diagnostic study of E-Governance projects in India, carried out with an objective to capture the inter-dependence of technology (IT), people (functionaries), processes and systems. The study employed a combination of participatory and management tools and techniques. Through in-depth analysis and academic rigour, the book covers the following vital aspects of E-Governance:

? Business Process Reengineering (BPR) and change management,

? Strategy formulation, and

? Citizen-centric E-Governance system design.

The book emphasises that the success of E-Governance initiatives hinges on institutional changes and not only on introduction of IT, and it requires a coherent integration of IT, people and the processes.

The National e-Governance Plan (NeGP) in India has provided a big platform for scaling up initiatives under E-Governance across the country. It offers big opportunity for the Government to transform its functioning. Though there have been a number of successful pilot projects under E-Governance in the country, a complete roll out will require successful handling of complex issues of system design - process reengineering, work culture management, capabilities, organisational development, citizens` aspirations and so on.

The book provides invaluable insights about E-Governance system design and management, and will contribute significantly for operationalising NeGP.

1. E-Governance: An Introduction - Introduction; What is e-Governance?; What is Good Governance?; How to Judge Good Governance?; What should e-Governance Result into?; E-governance in India: Need of Comprehensive Study; Hype Cycle Model; Framework for Innovations

2. E-Governance: Evaluation Framework - Objectives; Long-term Objectives; Specific Objectives: Diagnostic / System Study; Methodology; Process Approach; Diagnostic Study; Participatory Approach to Governance Evaluation; Touchstone for Good Governance; People, Process and Technology Model; Workshops; Field Survey; Training Programmes; Study of Organisational Behaviour; Process Mapping; Case Studies; Issues under Study; Study Framework and Area; Factors Affecting Usage of e-Governance Services; Factors Affecting Quality of Services (Performance of Delivery of Services); Models and Tools Employed for Analysis; Models; (A) - SERVQUAL Model, (B) - Growth Model; Tools for Analysis

3. E-Governance Projects in India: An Evaluation - Field Study; Study of Tehsil Processes; Study of e-Governance Service Processes; Analysis; Critical to Quality Characteristics (CTQs); Quantitative Indicators; Qualitative Indicators; Critical Observations; Qualitative Indicators; Failure Modes and Effects Analysis (FMEA); Fishbone Diagrams; Root Causes; Factors Affecting Usage of e-Governance Services from e-Governance Project (in Jaipur); Factors Affecting Quality of Services (Performance of Delivery of Services) from e-Governance Project (in Jaipur); Analysis of Performance Indicators of e-Governance Project (in Jaipur); Gap Analysis of Services by e-Governance Project; Why-Why Analysis; Citizens Requirement Study; Gender perspective; Age Perspective; Education Perspective; Income Perspective; Caste Perspective; Some General Observations; Study of Behavioural Issues; About Responsiveness; Citizen`s Perspective; Panchayat Members` Perspective; Work Climate; On Interpersonal Relationship and Training; Salient Observations Based on FGDs; Critical Findings; E-governance is More than IT Connectivity; Citizens Lack Awareness; Though Government Provides Security and Reasonably Good Salary to Functionaries but Little is Done to Provide Enabling Environment; Processes are so Cumbersome and There are Large Formats Required to be Filled to Compile any Information; Little Focus on HRD, while Functionaries are Expected to Deal with ?Human Problems`; Field Functionaries who Matter the Most at the Cutting Edge Level are not Provided Proper Working Conditions; Change Management Issues are not Addressed; Capacity and Right Work Culture Needs to be Created for e-Governance; Summing up; Other Survey Findings; Study of Delivery System; Salient Findings; Case Studies of Select e-Governance Projects; Visit to e-Bhoomi; Visit to Sathnum Village e-Kiosk (in Mandia District); Visit to OLTP; Visit to Gyandoot; Visit to Janmitra; Upshot of Findings; Performance of Delivery of Services; Withdrawal Syndrome among Citizens; Kiosks are not Having Financial Viability; Lack of Sustainability of e-Governance Projects; Comparison between Lokmitra Project (for Payment of Utility Bills) in Jaipur and Other e-Governance Projects; Summing up; Concluding Remarks; SERVQUAL Analysis of e-Governance System; SERVQUAL Analysis of Delivery System; Growth Model Analysis; SWOT Analysis; Cause-effect Matrix; System Requirement Study (SRS): A Critique; Critical Findings

4. System Design: Process Reengineering and Organisational Development - Business Process Reengineering (BPR) and System Redesign; Redesigning Carried Out; Four Scenarios; Database Design; Description of DFD; Cost for Development of Citizen Database; Changes Required for New System; Organisational Development (OD); Breaking the Myths; Change Management; Why Change Management required; BPR and Change Management; E-governance and Change Management: Holistic Perspective; Matrix of Change; Implementation of Change Management; Capacity Building; Effectiveness of Human Resources is a Key Factor; Strategies; For System Design; For Addressing Citizens Requirements; Citizen Requirement Study and Strategy Formulation; Increasing the Usage of e-Kiosks; Enhancing the Performance of Service Delivery; Strategy for e-Governance System in a District; Citizen-centric Approach for e-Governance; System Design; Preamble; Areas that Need Urgent Attention; Core Measures; Initiating System Requirement Study (SRS); System Design Steps; Citizen-centric e-Governance System Design - Process Approach

5. Lessons Learnt and Way Ahead - Salient Concerns; Behavioural Dimension; Way Ahead; Future Strategy; Opportunities for Future; Prerequisites; Challenges; Future Agenda; Harnessing Full Potential of IT; Action plan; Implications; Concluding Remarks