Customer-centric approach needed to make e-Governance successful

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Bangalore, Nov 7 (UNI) A customer-centric approach in e-Governance is needed to make it more useful and hassle free to the users, Price Water house Coopers Executive Director G V Subrahmanyan said today.

Delivering a lecture on the day-two of the ICT event BangaloreIT.biz here, organised by the Karnataka Government, he said it was five years since some state governments embraced e-Governance and this time was enough to translate the idea into implementation.

The time has come to transform the system, he added.

Though e-Governance in the front line states was a success, it was unfortunate that other states had not replicated it, he said.

''Even the pioneering states should move quickly to transform the system as the system so far is organised around govt departments. As over 50 per cent of Indian population is in their 30s or below and techno savvy, they have the capability to use e-Governance services more than the previous generation'', he added.

Mr Subramanyam said the governments had to make a cultural shift while designing the best practices for managing ICT. They should design organisation structure to drive the success from the customer point of view, instead of making it department centric. ''By taking all these points into consideration, there should be a strategic planning for the transformation process so that it can pool in more core and similar functionalities of different departments together,'' he added.

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