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Analysing the Influence of Improved Situation, Capability Level of Actors and Flexible Process Workflow on Public Value of E-Governance Projects in India

Author

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  • Parul Jain Gupta

    (Delhi Technological University)

  • Pradeep Kumar Suri

    (Delhi Technological University)

Abstract

An emerging approach for assessing performance of public services is based on public value. Many existing studies have, however, measured public value in the context of online services. In India, most of the public services are still not fully e-governed. Due to the absence of an end-to-end IT-enabled service delivery mechanism, physical presence of citizens is still required to avail public services in many cases. A citizen during his visit to a public organization faces a ‘Situation’, interacts with ‘Actors’ and follows a ‘Process’ or a set of processes. It is conceptualized that citizens’ perception based on situation—actor—process (S–A–P)-related variables is expected to influence public value. In this article, S–A–P-related variables and their likely relationship with public value have been analysed based on a service of housing department of Delhi Development Authority. The study also aims to identify dominant actors who may be playing a critical role in the process of service delivery. It is expected that such actors may influence the service delivery time due to their dominance over the process. A dominance matrix showing ranking of different actors involved in the process of selected service has been presented by using an Interpretive Ranking Process method. The study is expected to benefit planners and implementers in terms of improved public value and delivery of public services on time.

Suggested Citation

  • Parul Jain Gupta & Pradeep Kumar Suri, 2018. "Analysing the Influence of Improved Situation, Capability Level of Actors and Flexible Process Workflow on Public Value of E-Governance Projects in India," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 19(4), pages 349-372, December.
    • Handle: RePEc:spr:gjofsm:v:19:y:2018:i:4:d:10.1007_s40171-018-0198-4
    DOI: 10.1007/s40171-018-0198-4
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    4. Aalok Kumar & Ramesh Anbanandam, 2020. "A Flexible Policy Framework for Analysing Multimodal Freight Transportation System in India: SAP–LAP and Efficient IRP Method," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 21(1), pages 35-52, March.
    5. Pankaj Tiwari & B Suresha, 2021. "Moderating Role of Project Innovativeness on Project Flexibility, Project Risk, Project Performance, and Business Success in Financial Services," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 22(3), pages 179-196, September.
    6. Shruti Malik & Girish Chandra Maheshwari & Archana Singh, 2019. "Understanding Financial Inclusion in India: A Theoretical Framework Building Through SAP–LAP and Efficient IRP," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 20(2), pages 117-140, June.

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