Measuring Effectiveness of an E-Governance System

Abstract

In the era of economic liberalisation, institutions of higher education in the government sector, particularly universities, are facing tremendous challenges in terms of academic, general, and financial administration, which need effective governance. Recently, some of the universities are trying to adopt e-governance as a platform for such a purpose. However, the design of such a system is very much important, as it has to cater to the needs of various stakeholders in the public system. In this context, the effectiveness measurement of such an e-governance system is really necessary either to improve its performance level by re-aligning its organisational culture or by providing inputs for re-designing the system in order to make it more effective. Hence, the performance of such a system can be known if a human-centric approach with multiple criteria of evaluation is considered in the governance environment. This chapter attempts to determine those criteria by multiple factor analyses carried out for the purpose of considering multiple stakeholders. Analytic hierarchical processes as well as fuzzy analytic hierarchical processes have been then employed to measure the effectiveness of e-governance systems along those criteria, taking an Indian university as a case study.