Impact of the Adoption of Unified E-Government

2.2 Literature Review
Government consists of various agencies and service providers each of which has
many departments offering services to citizens. In a department centric approach,
citizen needs to interact with each department separately causing inconvenience
and inefficiency. Moreover, any services that requires approvals or intervention of
more than one department, would take a long time to deliver.
The next stage is the integration at service provider level where multiple services
and departments under a single agency or service provider are integrated to give a
single agency feel to the citizens who still need to interact with different agencies
for different purposes, leading to less transparency and convenience for citizens.
Fully integrated government provides vertical and horizontal cross service
providers and cut through various layers of delivery. Government integration
results in projecting a single government view to the citizen and allows them to
avail services from One-Stop-Shop portals and Service Access Points.
Citizen centric e-government would enjoy increased trust of citizens and should
ensure accountability of government transactions.
International Journal of Managing Value and Supply Chains (IJMVSC) Vol. 2, No. 1, March 2011
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