On the Dimensions of E-government Interactions

The way in which governments interact with their constituents has radically changed due to the recent innovations in information and communication technology (ICT). In spite of the considerable literature on digital or e-government, a clear understanding of the dimensions along which the success of automating government-constituent interactions can be measured is still lacking. This is a critical issue as it has a direct bearing on the very effectiveness of e-governance. Without some method of categorization and assessment, the formation of good policy and planning capable of leveraging the existing capacity of institutions to deliver public service is simply not feasible. In this paper, the dimensions of interactions that occur between a government and its various constituents are analyzed through a variety of modeling techniques. The exercise of restructuring government processes to make them more amenable to automation is also explored through an integrated approach that combines the key elements of three modeling techniques.