DQ-IDC e-Gov Survey 2007: Makes the List

It's the national capital and therefore the hub of most
e-Governance initiatives emanating on a pan-India level. But even as a state,
Delhi has been a frontrunner in recent times on the e-Governance front, and
coming third on the survey only endorses this. Recognizing the enormous
potential of IT, the state government has decided to embark upon an ambitious
journey to bring the benefits of IT to its citizens. The Delhi government
envisions the state as a premier cyber state in the country with its citizens
qualifying to be e-citizens.

Business organizations are more satisfied than citizens by
the e-initiatives in the delivery of government services. Delhi's e-readiness
is high, faring better than the user satisfaction, an unusual trend, as in most
states user satisfaction overrides e-readiness.

In terms of overall satisfaction, the strength areas for
e-Governance services for citizens are initiatives in education, passport
services, and income tax department, while the pain areas are transport/RTO and
municipal corporations.

For businesses, the strength areas in the overall
satisfaction with e-Governance are land/property, sales tax/service
tax/commercial tax and municipal corporations. The pain areas are e-Governance
services in business registrations, licenses and permits and passport services.

An interesting observation is that IT initiatives in the
municipal corporation seem to have satisfied businesses but dissatisfied
citizens. Similarly, e-initiatives in the passport services are a strength area
for citizens but a pain area for business organizations.

In terms of satisfaction with the ease of interaction,
quality and availability of services, Delhi's citizens are most satisfied with
the e-Governance services related to education. Other areas of satisfaction are
e-Governance in state transport, passport services and income tax department,
while police and security and transport/RTO appear as the pain areas for citizen
services.

Business organizations are satisfied with the ease of
interaction with the e-Governance services offered by the municipal corporation,
which reflect positively in the numerous e-Governance initiatives that have been
set up recently by the local government. For businesses, the quality of
e-Governance services offered by the land/property department and the
availability of e-Governance services related to supplies and provision score
high in terms of satisfaction. Business organizations are, however, not so
satisfied with e-Governance services in licenses and permits, and business
registration.

Citizens appreciate that IT initiatives in governance have
made it easier for them to monitor and track applications made for government
services and have simplified procedures. Businesses have benefited from
e-Governance in the monitoring and tracking applications and licenses and
permits.