Public Services Through Multi-Channel Issues and Challenges

Abstract

The objective of this chapter is 1) to understand multi-channel architecture, integration, and management; 2) to develop a framework for citizen relationship and grievance management system for a single view; 3) as a case study, to propose framework applied to find what types of channels are providing to the citizens get access to the public services at National, State, and Local level in India; 4) as a case study, to find out challenges and issues with implementation of multi-channel services delivery. The key findings of the case study are: 1) There is no declining in providing traditional channels after introducing modern channels. 2) The departments are offering mixed channels. 3) Usage of mobile-based applications, social media, and wi-fi are in pilot basis or at initial stage. 4) Multi-channel integration and management is not yet initiated. 5) Electricity and network coverage are main issues in implementation of modern channels. However, such initiatives have some issues and challenges to the developing countries like India.

Conceptualising the Scale to Quantify E-Readiness of Farmers: Sri Lankan View

“…In other words, to understand the performance of e-agriculture, particularly from the users' perspective, it is vital to examine the adequate access to IT tools, user-friendly workoriented content, communities of practice, a culture of knowledge, capacity of learning, a spirit of cooperation, commercial and other incentives, and carefully measured capital investments and returns. Paying close attention to all the parameters of the 8Cs framework, it can be assisted to examine the success of IT practices in any sector [24,21,26,25]. Extensive review of the prior studies revealed that 8Cs framework is widely used to examine the readiness of egovernment, knowledge management practices and e-readiness in higher education.…”

“…In this line, Rao [23] considered the 8Cs: connectivity (affordability and widespread of ICT devices), content (useful of content and generate in local language), community (forum to discuss the issues), commerce (infrastructure for ecommerce), capacity (human resources such as technical, managerial, policy and legal to use ICTs), culture (forward-looking progressive influence to use ICTs), corporation (governmental support to use ICTs) and capital (adequate financial resources to use ICTs) as the checklist to measure the capacity of any country to be elaborate in e-readiness to make efficient businesses models or develop new export sectors. Rao's framework is furthered utilized to access the citizens' access to ICT on the performance of e-government [24,25] readiness of knowledge management practices by employees in IT companies such as JD Edwards, EDS, EMC, Novell, Open Text, Oracle, SAS, Sun Philippines and Xerox [26] and e-readiness in higher education context [21].…”

Evaluating the Performance of E-government: Does Citizens’ Access to ICT Matter?

“…G2C networks are expected to be d e s i g n e d b a s e d o n m u l t i -c h a n n e l communication options to allow the government to support more citizens as much as possible (Rao, 2018). Although the internet and information kiosks are the necessary means of providing government services and information to individuals, other channels such as computers, emails and mobile technologies remain relevant in G2C interactions (Rao, 2018). However, ICT penetration within the local community in developing countries remains a significant obstacle to implementing e-government (Asongu & Le Roux, 2017).…”

“…Similarly, in more industrialised economies and developed nations with wider smartphone use, governments experience providing services and information through mobile technologies. Therefore, the achievement of G2C by the citizens is, largely dependent on access to multi-channel distribution methods (Rao, 2018).…”