Quality Management System for Contemporary Public Administration: A case study of e-Governance

Abstract

The quality movement in Public Administration is a part of reform and modernisation efforts aimed at replacing the bureaucratic model by a more citizen-oriented paradigm. Governments are considered organisations that are capable enough to quickly adopt new technologies to engage and serve constituents. While eGovernment embraces the use of information and communication technologies in public administration (combined with organisational change) to improve public services, e-governance on the other hand focuses on the idea of creating a government that is closer to the citizens it serves and more open to their participation at several levels. Research is needed on how the dynamic, competitive web culture affects citizen (and other user) demands for electronic service quality in the process of achieving customer satisfaction. The main theoretical argument behind this paper is that governments in the process of establishing quality management system in public administration should focus on working towards                             e-governance, which is citizen centric so as to create right organisational environment to achieve the effectiveness, efficiency and equity.