In the paper, it is shown that the implementation of electronic government has resulted in both social and economic benefits for the society (Lu, 2007, p. 51). The digital strategies of the government have reduced the costs of communication between the government and the public has established more transparency levels and easy accessibility of public records. Also, it has resulted in improved service quality and availability as well as enhanced the community and professional development scopes. The implementation of the digital government is a complex process. It aims at creating a high performing customer-centric enterprise of the government.
In this era of highly innovative technological systems, new expectations from the administrative processes and a compact market of skilled people, it is important for the management to effectively gauge the environment of the country to implement their policies. The governments are trying to build up a system that is driven by customer orientation and is strongly supported by technologies used in both front and back end processes (Din, 2009, p. 8). The electronic government can be considered as an effective reform for public administration with the objective of increasing the active participation of the public in the decision making process and their involvement in the policy-making procedures.
The implementation of Electronic Governance increases the trust of the public on the government authorities enhances the public administration levels and improves the political management scenario. Though the establishment of electronic government is likely to resolve any existing issues, yet it is expected that the whole process will be met with a number of obstacles. The government will have to devise and execute plans to prevent these obstacles and remove these obstacles once they have been identified.
The government will have to take a streamlined approach in the enterprise where all the customer service operations involving technology, processes, employees, front desk and back-office will be integrated into the electronic government model.
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