How Do Manual and E-Government Services Compare? Experiences from India - Finante Publice

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Governments in both developed and developing countries are taking active steps to leverage the potential of information and communication technology (ICT) to improve the efficiency, effectiveness, and accountability of public sector organizations. In many countries, harnessing the power of ICT is a critical element of achieving goals to improve governance. As of 2003, 70–90 countries had national e-strategies, with e-government the most common area of focus (World Bank 2006).1 E-strategies generally define e-government as the provision of services and information by electronic means through an integrated conduit. A number of developing countries have adopted e-government, and while there are several success stories, a high failure rate—more than 50 percent—has also been reported (Heeks 2003b). In fact, ensuring robust performance by large-scale information systems has proven to be a challenge even for countries with highly sophisticated technical skills.