Title: A structural modelling for e-governance service delivery in rural India

Authors: Ram Lal, Abid Haleem

Addresses: Computer Services Centre, Indian Institute of Technology Delhi, New Delhi 110016, India. ' Faculty of Engineering and Technology, Jamia Millia Islamia, New Delhi 110025, India

Abstract: India needs a sustainable citizen-centric e-governance model along with change management, effective project design and monitoring to facilitate information and services in a hassle free manner. This paper presents an e-Governance service delivery model based on its critical success factors. This model shows the mutual influences of these factors which influence other success factors and to identify those factors which are most influenced by others (|Dependent Success Factors|). The Interpretive Structural Modelling (ISM) technique has been used to evolve mutual relationships between these factors. |Strong political leadership| and |change management| are found to have significant effect and are able to maintain the sustainability of the e-governance project.

Keywords: critical success factors; digital divide; e-governance services; ISM; interpretive structural modelling; information technology; India; electronic governance; information systems; change management; political leadership; rural areas; service delivery.

DOI: 10.1504/IJEG.2009.024962

International Journal of Electronic Governance, 2009 Vol.2 No.1, pp.3 - 21

Published online: 05 May 2009 *

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