E-Government - The Emerging Paradigm
<<PreviousTechnological Aspects
A proper technological framework for
e-government is critical for its success. The system infrastructure must be
scalable, flexible and always available. An e government website must have
search facility, payment processing capability and facility of presenting
electronic forms and bills. The site should be accessible through multiple
channels including wireless devices and telephones.
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Wireless technology
is also playing an important role in improving efficiency of governments. In
the near future, many governments across the globe will interact with citizens
on wireless. More than any other industry, public sector workforce stands to
gain the most from emerging wireless technologies. Field service employees can
report exceptional improvements in productivity, reduce costs, decrease
paperwork, eliminate redundant data entry and access to readily available
information at anytime and anyplace by using wireless devices. Moreover,
citizens who cannot afford traditional desktop computers can opt for
relatively inexpensive wireless devices and connectivity. |
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From a government perspective, aggregating citizen and business data could
facilitate more accurate identification and fulfillment of specific customer
needs, assist with demand forecasting and strategic planning as well as aid in
the development of better customer-centric programs. A Customer Relationship
Management (CRM) solution can help public agencies to significantly improve its
operational effectiveness. The benefits of CRM solution for government agencies
include:
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Empowering employees with data for
decision making.
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Improving communication and response
time with citizens and businesses.
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Optimizing the use of web-based
technologies.
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Reducing operating costs and human
capital investment.
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Satisfying the growing demand for
instant access to agency-wide data.
Governments must ensure that their
websites are as simple as possible by aggressively learning from others and
building on the best standards. They can opt for an Application Service Provider
(ASP) based solutions for enterprise systems. They must consider adapting their
work processes to fit the software rather than customizing the software to fit
the way they presently work. A strategy that follows the pioneers while avoiding
their mistakes can be a significant value proposition at a relatively low risk.
Major IT initiatives almost always involve changes that have the potential to
disrupt work and organizational relationships among groups and individuals.
Governments must not entrust their online project to a team staffed by just
technologists and consultants. They must form a balanced IT project team,
including people with knowledge and influence over government operations as
well.
In recent years, public sector leaders have improved their ability to manage
major IT implementations. However, the key challenges that remain, are typically
associated with bringing about an organizational change.
THE KEY CHALLENGES
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This case study is intended to be used as a basis for class discussion rather
than to illustrate either effective or ineffective handling of a management
situation. This case was compiled from published sources.
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