Interplay of Core Competencies Driving E-Governance Success

Abstract

The present study has been conducted to examine the relationship among the identified core-competencies to have successful e-governance. The study is carried out using a mixed method research, wherein the research model is developed based on the outcomes of exploratory study along with literature support. The model is empirically validated with 359 respondents from the Ministry of Finance, India using structured equation modelling technique. The theory of strategic intent forms the basis of the study. The study revealed the significant relationship amongst the identified core-competencies. The process management (PM) core-competency results in high employee engagement (EE). The PM and EE together lead to high internal service quality (ISQ). ISQ in turn leads to high external service quality (ESQ). This high ESQ leads to enhanced citizen satisfaction (CS). Leadership, culture, and technology moderate the impact of independent variables on dependent variables.