Enhancing the reach of public services through mobile governance: sustainability of the Mobile Seva initiative in India Online publication date: Tue, 26-Apr-2016
by Rajendra Kumar
Electronic Government, an International Journal (EG), Vol. 12, No. 2, 2016
Abstract: In this paper, I examine the sustainability of the hugely successful and award winning Mobile Seva initiative in India, which aims to bring all e-government services on a common mobile platform. I analyse the critical success and the potential critical failure factors (CFF) behind the performance of the project. The analysis shows that the critical success factors (CSFs) include formulation of a national policy framework on mobile governance and support from the highest decision-making body on e-governance in the country, responsiveness of the implementing team, ease of on boarding and implementation for the departments, portal effectiveness, performance reliability, transparency and participatory design. However, the major potential CFF include lack of technical knowhow within departments, lack of adequate power and connectivity, lack of face to face interaction and lack of an appropriate business model. These issues need to be addressed properly to ensure that the project does not suffer a sustainability failure in the long term.
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