Abstract:
One of the central research questions emerging from the favorable and critical views on eGovernance is how such a new mode of governance has impacted on service delivery in the public sector. This dimension is crucial, because what matters most is whether the adoption of eGovernance has been able to improve service delivery, one of the core functions of Governments — based on quality, processes and operations. This article explores these issues by analyzing a specific eservice (online application for learner’s licence) provided by the Government of Mauritius, a country which represents one of the leading advocates of eGovernance in Sub Saharan Africa. The results from the survey undertaken indicate that the most important effect of eGovernance on the application for learner’s license is speeding up of processes and better quality of service in terms of responsiveness and reliability but not in terms of access and security. As far as the process is concerned eGovernance has lead to personalized service but has not covered all the physical aspect of the service. In terms of operations the resulting effect was the modernisation of the service.

General Terms: Human Factors, Reliability, Security
Additional key Words and Phrases: e-Governance, service delivery, Mauritius. View full Article