Revamping E-governance Practice Vital for Growth
By CXOtoday News Team
Mumbai, Nov 08, 2008 1957 hrs IST

On day two of the ongoing BangaloreIT.biz, G V Subrahmanyam, executive director, (e-Governance) of PriceWaterhouseCoopers, underlined the need for transformation of e-governance processes. "There should be a customer-centric approach in e-governance and shared services to make them more useful and to make transactions for the common man hassle free," he said

"It is five years since few state governments in India embraced e-governance and this time is enough to translate the ideation to implementation and now the time has came to transform the system. Though e-governance in the pioneer states is a success, it is unfortunate that other states have not replicated it. Even the pioneering states should move quickly to transform the system as it so far is organized around govt. departments. As over 50 percent of Indian population is in their 30s or below and are tech savvy, they have the capability to use e-governance services more than the previous generation," he added.

According to him, a user wants to relate him to a service, but not to the respective departments. So government policy makers should keep this important requirement in mind while transforming e-governance systems to achieve twin objectives of increasing the service levels and reducing the costs of the processes. When more and more complex systems are added without making them customer centric, the whole system will become inefficient. e-Governance or shared services should integrate various services of several departments where there is just information service and no transaction involved.

Subrahmanyam advised the governments to go in for a cultural shift while designing the best practices for managing ICT. He suggested that change management initiatives should secure employee support for IT transformation; the returns on IT should be maximised with clearly defined goals and IT should be sourced to support business strategies.


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