Title: A training model for e-readiness in e-governance

Authors: A.K. Aggarwal

Addresses: Accounting and MIS Department, University of Baltimore, 1420 N. Charles Street, Baltimore, MD 21201, USA

Abstract: Advances in information and communication technologies (ICT) are providing opportunities for both public and private organisations to offer e-services on the web. In the e-service environment stakeholders are customers and customer satisfaction becomes vital. E-readiness is a prerequisite for all e-services. Training has been identified as a major component for e-readiness. Unfortunately, training has been typically ignored. This paper focuses on employee training and proposes a process and a model for training employees for the e-environment. The model links four factors: job classification (roles), job requirements, training levels and training modes to e-readiness. In addition, we discuss techniques to assess training effectiveness needed for continuous improvement. This paper should be useful for countries that are planning e-readiness for e-governance or are concerned about efficiency and lack of e-participation in e-government. Instead of re-inventing the wheel, governments can use the model presented here to select training mode by matching job characteristics to the level of training requirement. We feel this is a first attempt in this direction.

Keywords: electronic government; e-government; electronic governance; e-governance; customer-centric; training process; stakeholders; continuous improvement; electronic readiness; e-readiness; training models; e-services; employee training; job classification; job requirements; training levels; training modes; e-participation.

DOI: 10.1504/EG.2009.024437

Electronic Government, an International Journal, 2009 Vol.6 No.2, pp.111 - 128

Published online: 03 Apr 2009 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article