Abstract
Macro variables influencing the performance of e-governance projects using big data were identified through a review of literature. Experts from the domain were interviewed for further inputs. A research questionnaire was developed, and the survey was conducted to measure the performance of e-governance projects and S-A-P variables in the context of the selected project of CGHS under Ministry of Health and Family Welfare (MOHFW). Survey data were analyzed to assess the influence of S-A-P variables on the performance of e-governance projects using big data. The analysis revealed that the e-governance projects using big data with a high value of conceptualized S-A-P variables are characterized by high performance. This implies that conceptualized S-A-P variables for big data do influence the performance of e-governance projects. Also, the citizen empowerment is enhanced through citizen participation. The chapter proposed a framework that was conceptualized on the basis of a pilot study for a G2C e-governance projects like CGHS. It may be a good idea to study more such e-governance projects making use of big data to validate and generalize the proposed framework. Also, though GCHS does have a huge set of data, it is still not being analyzed to the fullest to support citizen-centric services. The analysis results may be relevant to the policy-makers or practitioners for e-governance projects to improve the performance of the implementation of these projects. This may be further compared with similar projects in health care like DGEHS run by Delhi government. This is of much relevance to the academicians.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
Almarabeh, T., & AbuAli, A. (2010). A general framework for e-government: Definition maturity challenges, opportunities, and success. European Journal of Scientific Research, 39(1), 29–42.
Al-Khouri, A. M. (2011). An innovative approach for e-government transformation. International Journal of Managing Value and Supply Chains, 2(1), 22–43.
Ann Keller, S., Koonin, S. E., & Shipp, S. (2012). Big data and city living—What can it do for us? Significance, 9(4), 4–7. https://doi.org/10.1111/j.1740-9713.2012.00583.x.
ARC. (2008). Promoting e-governance: The SMART way forward. Second Administrative Reforms Commission, Government of India. Retrieved March 19, 2009, from http://arc.gov.in.
Brown, B., Chul, M., & Manyika, J. (2011). Are you ready for the era of ‘big data’? McKinsey Quarterly, 4(1), 24–35.
Dada, D. (2006). The failure of e-government in developing countries: A literature review. The Electronic Journal on Information Systems in Developing Countries, 26(1), 1–10.
Davenport, T. H., Barth, P., & Bean, R. (2012). How big data is different. MIT Sloan Management Review, 54(1), 43–46.
DeitY. (2008). Impact assessment of e-government projects. Government of India, Department of Electronics and Information Technology, Ministry of Communications and Information Technology. www.iimahd.ernet.in/egov/documents/impact-assessment-ofegovernance-projects.pdf.
Dhoot, V. (2014). PMO using big data techniques on Mygov. into translate popular mood into government action. The Economic Times. Retrieved October 25, 2017, from https://economictimes.indiatimes.com/news/politics-and-nation/pmo-using-big-data-techniques-on-mygov-in-to-translate-popular-mood-into-government-action/articleshow/45277218.cms.
Forrester. (2012). The big deal about big data for customer engagement business: Leaders must lead big data initiatives to derive value.
George, D., & Mallery, P. (2011). SPSS for windows: Step by step (11th ed.). Boston, MA: Pearson Education.
Gobble, M. M. (2013). Big data: The next big thing in innovation. Research Technology Management, 56(1), 64–66.
Gupta, P. J., & Suri, P. K. (2017). Measuring public value of e-governance projects in India: Citizens’ perspective. Transforming Government: People, Process and Policy, 11(2), 236–261. https://doi.org/10.1108/TG-07-2016-0043.
Harrison, T. M., Guerrero, S., Burke, G. B., Cook, M., Cresswell, A., Helbig, N., et al. (2011). Open government and e-government: Democratic challenges from a public value perspective. In Proceedings of the 12th Annual International Conference on Digital Government Research. College Park, MD.
Heeks, R. (2002). Failure, Success and improvisation of information systems projects in developing countries, Development Informatics (Working Paper Series Paper No. 11). Institute for Development Policy and Management, Belgium, http://unpan1.un.org/intradoc/groups/public/documents/NISPAcee/UNPAN015601.pdf.
Holzer, M., & Kim, S. (2007). Digital governance in municipalities worldwide. Newark, New Jersey: National Center for Public Performance.
IDC. (2012). The digital universe in 2020: Big data, bigger digital shadows, and biggest growth in the far east.
Kearns, I. (2004). Public value and e-government. Retrieved January 18, 2015, from www.ippr.org/uploadedFiles/projects/Kearns_PublicValueandeGovenrment_ippr.pdf.
Kietzmann, J. H., Hermkens, K., McCarthy, I. P., & Silvestre, B. S. (2011). Social media? Get serious! Understanding the functional building blocks of social media. Business Horizons, 54(3), 241–251.
Lovelock, C. H. (1983). Classifying services to gain strategic marketing insights. Journal of Marketing, 47(9), 9–20.
McAfee, A., & Brynjolfsson, E. (2012). Big data: The management revolution. Harvard Business Review, 90(10), 61–68.
Mohammad, H., Almarabeh, T., & Abu, Ali A. (2009). E-government in Jordan. European Journal of Scientific Research, 35(2), 188–197.
Napitupulu, D., & Sensuse, D. I. (2014). The critical success factors study for e-government implementation. International Journal of Computer Application, 89(16), 23–32.
Oracle. (2012). Big data for the enterprise. Redwood Shores, CA: Oracle.
Pardo Theresa, A. (2000). Realizing the promise of digital government: It’s more than building a web site. Center of Technology in Government, University of Albany.
Planning Commission. (2007). Governance, eleventh five-year plan 2007–2012. Retrieved October 15, 2015, from http://planningcommission.nic.in/plans/planrel/fiveyr/11th/11_v1/11v1_ch10.pdf.
Pina, V., Torres, L., & Royo, S. (2010). Is e-government promoting convergence towards more accountable local governments? International Public Management Journal, 13(4), 350–380.
Rajagopalan, M. R., & Solaimurugan, V. (2013). Big data framework for national e-governance plan. In 2013 Eleventh International Conference on ICT and Knowledge Engineering.
Russom, P. (2011). Big data analytics. TDWI Best Practices Report, Fourth Quarter, 19(4), 1–34.
Sheridan, W., & Riley, T. B. (2006). Commonwealth centre for e-governance, e-gov monitor, Monday, July 3, 2006.
Smith, E., Macintosh, A., & Whyte, A. (2006). Organised use of eDemocracy tools for young people, electronic government: Communication. In Proceedings of the Fifth International EGOV 2006 Conference (Vol. 18, pp. 260–270).
Strawn, G. O. (2012). Scientific research: How many paradigms? EDUCAUSE Review, 47(3), 26.
Sukyoung, S., Song, H., & Kang, M. (2008). Implementing e-government in developing countries: Its unique and common success factors.
Suri, P. K. (2009). Strategic insights into e-governance planning and implementation: A study of select agriculture related projects. Ph.D. thesis, Indian Institute of Technology Delhi.
Suri, P. K. (2014). Flexibility of processes and e-governance performance. Transforming Government: People, Process and Policy, 8(2), 230–250.
Suri, P. K. (2016a). Towards linkage between strategy formulation and e-governance performance. In Sushil, K. T. Bhal & S. P. Singh (Eds.), Managing flexibility: People, process, technology and business (pp. 43–59). New Delhi: Flexible Systems Management, Springer.
Suri, P. K. (2016b). A strategic analysis of actor competencies and e-governance performance. In Sushil, J. Connel and J. Burgess (Eds.), Flexible work organizations: The challenges of capacity building in Asia (pp. 241–259). New Delhi: Flexible Systems Management, Springer.
Suri, P. K., & Sushil. (2006). E-governance through strategic alliances—A case of agricultural marketing information system in India. IIMB Management Review, 18(4), 389–401.
Suri, P. K., & Sushil. (2011). Multi-perspective analysis of e-governance performance: A study of select agriculture related projects in India. International Journal of Electronic Governance, 4(3), 259–272.
Suri, P. K., & Sushil. (2012). Planning and implementation of e-governance projects: A SAP-LAP based gap analysis. Electronic Government, an International Journal, 9(2), 178–199.
Suri, P. K., & Sushil. (2017). Strategic planning and implementation of e-governance, Springer Science and Business Media, Singapore.
Sushil. (2000). SAP-LAP models of inquiry. Management Decision, 38(5/6), 347–353.
Vellakkal, S., Juyal, S., & Mehdi, A. (2012). Healthcare delivery and stakeholder’s satisfaction under social health insurance schemes in India: An evaluation of Central Government Health Scheme (CGHS) and Exservicemen Contributory Health Scheme (ECHS). Indian Journal of Medical Research. Available at SSRN: https://ssrn.com/abstract=2049307 or http://dx.doi.org/10.2139/ssrn.2049307.
Verdegem, P., & Verleye, G. (2009). User-centred e-government in practice: A comprehensive model for measuring user satisfaction. Government Information Quarterly, 26(3), 487–497.
Wamba, S. F., Akter, S., Edwards, A., Chopin, G., & Gnanzou, D. (2015). How ‘Big Data’ can make big impact: Findings from a systematic review and a longitudinal case study. International Journal of Production Economics, 165, 234–246. https://doi.org/10.1016/j.ijpe.2014.12.031.
White, M. (2012). Digital workplaces: Vision and reality. Business Information Review, 29(4), 205–214.
World Bank. (2009). Public-private partnerships in e-government: Knowledge map. Institute for Public-Private Partnerships, World Bank, Washington, DC. © World Bank. https://openknowledge.worldbank.org/handle/10986/19016. License: CC BY 3.0 IGO.
Yeoh, W., & Koronios, A. (2010). Critical success factors for business intelligence systems. Journal of Computer Information Systems, 50(3), 23–32.
Ziemba, E., Papaj, T., & Żelazny, R. (2013). A model of success factors for e-government adoption—The case of Poland. Issues in Information Systems, 14(2), 87–100.
Zoughbi, S. (2017). Securing government information and data in developing countries (UN APCICT, UN ESCAP, South Korea).
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Appendix 1: Questionnaire
Appendix 1: Questionnaire
Please tick () on the scale below to express your opinion about CGHS: 0Â =Â Nil, 1Â =Â Small extent, 2Â =Â Medium extent, 3Â =Â Large extent, 4Â =Â Very large extent | ||||||
 |  | 0 | 1 | 2 | 3 | 4 |
 | In your opinion, the extent to which there is: |  |  |  |  |  |
TS1 | Sharing: policies, processes, expenses, agreements, tenders, data, and relevant information | Â | Â | Â | Â | Â |
TS2 | Current information | Â | Â | Â | Â | Â |
TS3 | No ambiguity | Â | Â | Â | Â | Â |
TS4 | Easily accessible data from anywhere | Â | Â | Â | Â | Â |
TS5 | Reduced corruption (online and no middlemen) | Â | Â | Â | Â | Â |
TS6 | Enhanced trust | Â | Â | Â | Â | Â |
 | In your opinion, the extent to which there is: |  |  |  |  |  |
AG1 | System availability | Â | Â | Â | Â | Â |
AG2 | Accessibility: easy access to services | Â | Â | Â | Â | Â |
AG3 | Objectives framed as per the needs (affordable basic health care for all) | Â | Â | Â | Â | Â |
AG4 | Met stated objectives | Â | Â | Â | Â | Â |
AG5 | Reduced poverty | Â | Â | Â | Â | Â |
AG6 | Increased response | Â | Â | Â | Â | Â |
AG7 | Safeguard interests | Â | Â | Â | Â | Â |
AG8 | Effective | Â | Â | Â | Â | Â |
 | Efficient |  |  |  |  |  |
AG9 | Accuracy | Â | Â | Â | Â | Â |
AG10 | Reliability | Â | Â | Â | Â | Â |
AG11 | Minimal data loss | Â | Â | Â | Â | Â |
AG12 | Speed of delivery/faster | Â | Â | Â | Â | Â |
AG13 | Speed of response to queries | Â | Â | Â | Â | Â |
AG14 | Improved service quality/performance | Â | Â | Â | Â | Â |
AG15 | Cost reduction (doctor, medicines, travel, etc.) | Â | Â | Â | Â | Â |
AG16 | Reduced proportion of cost to citizen (subsidy) | Â | Â | Â | Â | Â |
 | In your opinion, the extent to which there is: |  |  |  |  |  |
ECP1 | Enhanced interactivity | Â | Â | Â | Â | Â |
ECP2 | System helps to use data for medical decisions | Â | Â | Â | Â | Â |
ECP3 | Citizen empowerment | Â | Â | Â | Â | Â |
ECP4 | Participation in government CGHS processes and health decisions online | Â | Â | Â | Â | Â |
ECP5 | Increased number of transactions executed electronically | Â | Â | Â | Â | Â |
ECP6 | Provision for feedback on government plans online | Â | Â | Â | Â | Â |
ECP7 | Free and open dialogues with government through various online platforms | Â | Â | Â | Â | Â |
 | In your opinion, the extent to which there is: |  |  |  |  |  |
IS1 | Wellness Center (WC): central location and transport connectivity | Â | Â | Â | Â | Â |
IS2 | WC: Distance from home | Â | Â | Â | Â | Â |
IS3 | Number of trips made for the service | Â | Â | Â | Â | Â |
IS4 | Proper/comfortable sitting arrangement | Â | Â | Â | Â | Â |
IS5 | Cleanliness of center and washrooms | Â | Â | Â | Â | Â |
IS6 | Availability of safe drinking water | Â | Â | Â | Â | Â |
IS7 | Grievances redressal | Â | Â | Â | Â | Â |
IS8 | Overcrowding of space with patients | Â | Â | Â | Â | Â |
IS9 | Time to take appointment | Â | Â | Â | Â | Â |
IS10 | Average waiting time to meet service provider | Â | Â | Â | Â | Â |
IS11 | Availability of medicines in stores | Â | Â | Â | Â | Â |
IS12 | Online facility to check medical and medicine history | Â | Â | Â | Â | Â |
IS13 | SMS with name of concerned doctor, token number, and estimated time for turn | Â | Â | Â | Â | Â |
 | In your opinion, the extent to which doctors, pharmacists and support staff are efficient and capable in terms of: |  |  |  |  |  |
EA1 | Availability of service providers: attendance, punctuality, and continuous presence during service hours | Â | Â | Â | Â | Â |
EA2 | • Doctors |  |  |  |  |  |
EA3 | • Pharmacists |  |  |  |  |  |
EA4 | • Support staff |  |  |  |  |  |
EA5 | Competence of service providers | Â | Â | Â | Â | Â |
EA6 | Knowledge level of service providers | Â | Â | Â | Â | Â |
EA7 | Faster response because of online systems | Â | Â | Â | Â | Â |
EA8 | Behavior: doctors attentive and sympathetic | Â | Â | Â | Â | Â |
EA9 | Communication skills | Â | Â | Â | Â | Â |
 | In your opinion, the extent to which there is: |  |  |  |  |  |
EP1 | Flexibility in process of taking appointment | Â | Â | Â | Â | Â |
EP2 | Provision for laboratory services | Â | Â | Â | Â | Â |
EP3 | Provision for uninterrupted services in case of technical fault | Â | Â | Â | Â | Â |
EP4 | Provision to change rooms if service provider unavailable | Â | Â | Â | Â | Â |
EP5 | Flexibility of indent process | Â | Â | Â | Â | Â |
EP6 | Availability of prescribed medicines | Â | Â | Â | Â | Â |
EP7 | Adequate working hours to eliminate overcrowding and faster turns | Â | Â | Â | Â | Â |
EP8 | Adequate number of doctors and other support staff | Â | Â | Â | Â | Â |
Rights and permissions
Copyright information
© 2020 Springer Nature Singapore Pte Ltd.
About this chapter
Cite this chapter
Verma, C., Suri, P.K. (2020). Big Data: Enabling Transformation Through Empowerment. In: Suri, P., Yadav, R. (eds) Transforming Organizations Through Flexible Systems Management. Flexible Systems Management. Springer, Singapore. https://doi.org/10.1007/978-981-13-9640-3_6
Download citation
DOI: https://doi.org/10.1007/978-981-13-9640-3_6
Published:
Publisher Name: Springer, Singapore
Print ISBN: 978-981-13-9639-7
Online ISBN: 978-981-13-9640-3
eBook Packages: Business and ManagementBusiness and Management (R0)