Citizen Relationship Management: A Decisive Parameter of G2C e-Governance Web Portals of Maharashtra, India

Abstract

G2C e-Governance models are designed to facilitate the process of citizen interaction with government. Citizen Relationship Management has become thrust area for design and development of e-Governance systems. The facilities which governments provide through their e-Governance systems needs to evaluated. The parameters like reduced cost to citizens, reduced number of trips, alert (SMS, email, phone etc), citizen charter, response time, etc. are vital. Out of 80 e-Governance portals from the State of Maharashtra, India under G2C category, taken for evaluation, the web portal of Maharashtra State Road Transport Company (www.msrtc.gov.in) evaluated for ‘Citizen Relation Management’ parameter has scored maximum points.