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Service excellence in e-governance issues: An Indian case study

Service excellence in e-governance issues: An Indian case study,Andrew Gilmore,Clare D'Souza

Service excellence in e-governance issues: An Indian case study   (Citations: 1)
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Service excellence has been a long held goal for the private sector and increasingly, in the government sector for many countries. With the introduction of online services in recent years by governments around the world, the provision of excellence in e-governance services is becoming an equally sought after goal. The measurement of e-governance quality is addressed here with particular reference to India, a country with a population of approximately one billion people, where a high standard of e-governance provision can be expected to have a positive impact on a very large number of people. The paper provides an exploratory study of assessing service orientation and thereby providing a conceptual model of indicating the extent of how the services within the public sector can be categorized.
Published in 2006.
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