e-Governance is a concept which defines how and what the public sector organizations will govern, how they will serve their citizens, how they interact with other stakeholders namely business partners, employees & government departments. This will bring a major change in the way the government function. e-Governance is more than a simple automation of services or availability information online but it also involves citizens to communicate and participate with government in decision making process and it is the responsibility government to open the avenues.
Clear identification of stakeholders and related benefits is a key requirement for a successful implementation of e-Governance projects. Following discusses the typical stakeholders in e-Governance projects. It is done on two levels of identifying the end user of the E-Government initiative and the need it will fulfill.
Customer Segmentation – It segments and focuses on the end customer which may be
- Citizens
- Businesses
- Partners (suppliers and other government agencies)
Key Customer needs to be considered which usually involves
- Easy Access – single & reliable access to information & services
- Clear Accountability – for delivering the services
- Integrated view of customers – no longer be required to submit the same information or documents repeatedly
Benefits sought by various stakeholders are
