Professional Documents
Culture Documents
Volume: 2 Issue: 8
ISSN: 2321-8169
2234 2239
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Assistant Professor
JSPM Narhe Technical Campus,
Pune, India
rizwanfshaikh@yahoo.com
+919890457500
Associate Professor
Maulana Azad College of Arts, Science
and Commerce, Aurangabad, India.
drrazakhan@rediffmail.com
+919404485477
Abstract: G2C e-Governance models are designed to facilitate the process of citizen interaction with government. Citizen Relationship
Management has become thrust area for design and development of
through their e-Governance systems needs to evaluated. The parameters like reduced cost to citizens, reduced number of trips, alert (SMS,
email, phone etc), citizen charter, response time, etc. are vital. Out of 80 e-Governance portals from the State of Maharashtra, India under G2C
category, taken for evaluation, the web portal of Maharashtra State Road Transport Company (www.msrtc.gov.in) evaluated for Citizen
Relation Management parameter has scored maximum points.
Keywords: e-Governance, Maharashtra, G2C, Citizen Relationship Management
__________________________________________________*****_________________________________________________
1.0 Introduction: In recent years there has been an
Technology
e-Governance
e-Governance
While e-
that
asset.
more
(ICT)
systems
towards
applications
abbreviation, customer
detailed
working
has
been
beneficial
relationship
understanding
to
management.
of
what
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ISSN: 2321-8169
2234 2239
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even exceeding their expectations in a cost-effective manner
3.2.3
Reduced Number of Trips: In an ideal situation
is something e-Governance web portals are suppose to do.
Management parameters.
CzRM parameter.
3.1 Hypothesis:
web portals in
3-10
we have identified
crucial
Management Policy.
aspect
of
the
Citizen
Relationship
parameters are:
3.2.1
3.2.2
3.2.9
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ISSN: 2321-8169
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with the requisite fees. These all features should be
system the score would be 0.5. Likewise scores are
displayed on web portal.
evaluated for all the selected 80 G2C web portals and 15 sub
parameters.
cumulative score.
For the set hypothesis Chi Square Test value for 3 Degrees
system.
data
warehousing
and
data
The
frequency
distribution
for
Citizen
Relationship
mining
web portals are analyzed and evaluated for the above 15 sub
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ISSN: 2321-8169
2234 2239
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Chart 1: Frequency Distribution of Parameter: Citizen
Relationship Management, G2C Category
%
F
r
e
q
u
e
n
c
y
50
Interval
Frequency
Percentage
45
0-4
18
22.50
40
5-9
35
43.75
35
10-13
17
21.25
> 13
10
12.50
Total
80
100
30
25
20
15
Mean
7.65
SD
3.9924
10
5
0
0-4
5-9
10-13
Interval
> 13
Department Name
2
3
4
5
6
7
8
9
10
Score (Out
of 15)
14
Percentage
93.33
Overall
Score
478.07
14
14
14
14
93.33
93.33
93.33
93.33
509.39
430.12
366.79
475.78
14
14
14
13.5
13.5
93.33
93.33
93.33
90.00
90.00
554.39
470.25
538.07
420.91
311.51
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ISSN: 2321-8169
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Chart 2: Performance of top 10 e-Governance Web Portals,
Parameter: Citizen Relationship Management, Category: G2C
Maharashtra Road
Transport Company
120.00
Social Justice Department
Department of Registration
and Stamp
110.00
100.00
90.00
80.00
70.00
Department of Social
Welfare
SETU Sangali
60.00
50.00
40.00
Maharashtra Online
BARTI
MPSC Online
Directorate of Employment
Overall Performance
4.0 Conclusions:
Self Employment.
Reverences:
[1]
of
e-
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ISSN: 2321-8169
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Government Strategy
2013 2017 (draft),
assisted India e-Delivery of Public Services
Republic of Mauritius, May 2013, pp 5
Projects Office Memorandum 2(1)/05 EGD
[http://mict.gov.mu/English/Documents/Mauritius
Volume 4, point IV, 14147, 31 October 2012, pp 2
%20eGov%20Strategy%2017%20June%202013.pd
[6]
Monga, A., E-government in India: Opportunities
f]
and challenges JOAAG, Volume 3, Number 2,
[2]
White paper, MSWAN- Maharashtra State Wide
2008, pp 55
Area Network, pp 1
[7]
Monga, A., E-government in India: Opportunities
[3]
Department
of
Information
Technology,
and challenges JOAAG, Volume 3, Number 2,
Government of India, Saaransh a compendium of
2008, pp 56
Mission Mode Projects Under NeGP, 2010, pp
[8]
http://www.degs.org.in/UIDAI.aspx
119
[9]
Kuldeep Singh, e- governance Initiatives in India:
[4]
www.egovstandards.gov.in
A Case Study of Union Territory, Chandigarh,
[5]
Department of Electronics and Information
Gian Jyoti E-Journal, Volume 1, Number 2, Jan
Technology,
Government
of
India,
Mar 2012, ISSN 2250-348X, pp 7
Implementation Guidelines for the World Bank
[10]
http://www.infokerala.org/janasevanakendrams
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