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About BPO
• Benefits and Limitations
•About E Governance
.1 Difference between E-Government and E-Governance

•2 Government to citizen
    o 2.1 By country
    o 2.2 Concerns

•3 Government to employees

•4 Government to Government
    o 4.1 E-Government
    o 4.2 Municipal
    o 4.3 Overview
    o 4.4 Objective
    o 4.5 Delivery Model
   o 4.6 Internal G2G

• 5 Government to business
    o 5.1 Objective
    o 5.2 Benefits for business

.Digital India Program
. Model of E Governance
.Major E Governance Projects
. Major E Governance Initiatives
. Job opportunities in BPO and E Gov sectors India


Business process outsourcing: Business process outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of a specific business process to a third-party service provider. Originally, this was associated with manufacturing firms, such as Coca Colathat outsourced large segments of its supply chain.[1] BPO is typically categorized into back office outsourcing, which includes internal business functions such as human resources or financeand accounting, and front office outsourcing, which includes customer-related services such as contact centre services. BPO that is contracted outside a company's country is called offshore outsourcing. BPO that is contracted to a company's neighbouring (or nearby) country is called nearshore outsourcing. Often the business processes are information technology-based, and are referred to as ITES-BPO, where ITES stands for Information Technology Enabled Service.[2] Knowledge process outsourcing (KPO) and legal process outsourcing (LPO) are some of the sub-segments of business process outsourcing industry. In 2010, the Philippines surpassed India as the largest business process outsourcing industry in the world.[3][4] After growing 20 percent in 2012, the BPO industry of the Philippines is estimated to gross revenue of upwards to $25 billion by 2016. By these estimates, the Philippines' BPO industry will account for approximately 10 percent of the nation's GDP.[5] TOP

Benefits and limitations: The main advantage of any BPO is the way in which it helps increase a company's flexibility. However, several sources[which?] have different ways in which they perceive organizational flexibility. In early 2000s BPO was all about cost efficiency, which allowed a certain level of flexibility at the time. Due to technological advances and changes in the industry (specifically the move to more service-based rather than product-based contracts), companies who choose to outsource their back-office increasingly look for time flexibility and direct quality control.[6] Business process outsourcing enhances the flexibility of an organization in different ways Most services provided by BPO vendors are offered on a fee-for-service basis, using business models such as Remote In-Sourcing or similar software development and outsourcing models.[7][8] This can help a company to become more flexible by transforming fixed intovariable costs.[9] A variable cost structure helps a company responding to changes in required capacity and does not require a company to invest in assets, thereby making the company more flexible.[10] Another way in which BPO contributes to a company’s flexibility is that a company is able to focus on its core competencies, without being burdened by the demands of bureaucratic restraints.[11] Key employees are herewith released from performing non-core or administrative processes and can invest more time and energy in building the firm’s core businesses.[12] The key lies in knowing which of the main value drivers to focus on – customer intimacy, product leadership, or operational excellence. Focusing more on one of these drivers may help a company create a competitive edge.[13] A third way in which BPO increases organizational flexibility is by increasing the speed of business processes. Supply chain management with the effective use of supply chain partners and business process outsourcing increases the speed of several business processes, such as the throughput in the case of a manufacturing company.[14] Finally, flexibility is seen as a stage in the organizational life cycle: A company can maintain growth goals while avoiding standard business bottlenecks.[15] BPO therefore allows firms to retain their entrepreneurial speed and agility, which they would otherwise sacrifice in order to become efficient as they expanded. It avoids a premature internal transition from its informal entrepreneurial phase to a more bureaucratic mode of operation.[16] A company may be able to grow at a faster pace as it will be less constrained by large capital expenditures for people or equipment that may take years to amortize, may become outdated or turn out to be a poor match for the company over time. Although the above-mentioned arguments favour the view that BPO increases the flexibility of organizations, management needs to be careful with the implementation of it as there are issues, which work against these advantages. Among problems, which arise in practice are: A failure to meet service levels, unclear contractual issues, changing requirements and unforeseen charges, and a dependence on the BPO which reduces flexibility. Consequently, these challenges need to be considered before a company decides to engage in business process outsourcing.[17] A further issue is that in many cases there is little that differentiates the BPO providers other than size. They often provide similar services, have similar geographic footprints, leverage similar technology stacks, and have similar Quality Improvement approaches. TOP

What is E Governance: Electronic governance or e-governance is the application of information and communication technology (ICT) for delivering government services, exchange of information communication transactions, integration of various stand-alone systems and services between government-to-customer (G2C), government-to-business (G2B), government-to-government (G2G) as well as back office processes and interactions within the entire government framework.[1] Through e-governance, government services will be made available to citizens in a convenient, efficient and transparent manner. The three main target groups that can be distinguished in governance concepts are government, citizens and businesses/interest groups. In e-governance there are no distinct boundaries.[2] Generally four basic models are available – government-to-citizen (customer), government-to-employees, government-to-government and government-to-business.[2] TOP

Difference between E-Government and E-Governance Both terms are treated to be the same, however, there is some difference between the two. "E-government" is the use of the ICTs in public administration - combined with organizational change and new skills - to improve public services and democratic processes and to strengthen support to public. The problem in this definition to be congruence definition of e-governance is that there is no provision for governance of ICTs. As a matter of fact, the governance of ICTs requires most probably a substantial increase in regulation and policy-making capabilities, with all the expertise and opinion-shaping processes along the various social stakeholders of these concerns. So, the perspective of the e-governance is "the use of the technologies that both help governing and have to be governed".[3] The Public-Private Partnership (PPP) based e-governance projects are hugely successful in India. United Telecoms Limited known as UTL is a major player in India on PPP based e-governance projects . Each project had mammoth statewide area networks in these states. Many countries are looking forward to a corruption-free government. E-government is one-way communication protocol whereas e-governance is two-way communication protocol. The essence of e-governance is to reach the beneficiary and ensure that the services intended to reach the desired individual has been met with. There should be an auto-response to support the essence of e-governance, whereby the Government realizes the efficacy of its governance. E-governance is by the governed, for the governed and of the governed. Establishing the identity of the end beneficiary is a challenge in all citizen-centric services. Statistical information published by governments and world bodies does not always reveal the facts. The best form of e-governance cuts down on unwanted interference of too many layers while delivering governmental services. It depends on good infrastructural setup with the support of local processes and parameters for governments to reach their citizens or end beneficiaries. Budget for planning, development and growth can be derived from well laid out e-governance systems. TOP

Government to citizen: The goal of Government to Customer (G2C) e-Governance is to offer a variety of ICT services to citizens in an efficient and economical manner, and to strengthen the relationship between government and citizens using technology. There are several methods of Government to Customer e-Governance. Two-way communication allows citizens to instant message directly with public administrators, and cast remote electronic votes (electronic voting) and instant opinion voting. Transactions such as payment of services, such as city utilities, can be completed online or over the phone. Mundane services such as name or address changes, applying for services or grants, or transferring existing services are more convenient and no longer have to be completed face to face.[4] TOP

By country: G2C e-Governance is unbalanced across the globe as not everyone has Internet access and computing skills, but the United States, European Union, and Asia are ranked the top three in development. The Federal Government of the United States has a broad framework of G2C technology to enhance citizen access to Government information and services. Benefits.Gov is an official US government website that informs citizens of benefits they are eligible for and provides information of how to apply assistance. US State Governments also engage in G2C interaction through the Department of Transportation, Department of Public Safety, United States Department of Health and Human Services, United States Department of Education, and others.[5] As with e-Governance on the global level, G2C services vary from state to state. The Digital States Survey ranks states on social measures, digital democracy, e-commerce, taxation, and revenue. The 2012 report shows Michigan and Utah in the lead and Florida and Idaho with the lowest scores.[5] Municipal governments in the United States also use Government to Customer technology to complete transactions and inform the public. Much like states, cities are awarded for innovative technology. Government Technology's "Best of the Web 2012" named Louisville, KY, Arvada, CO, Raleigh, NC, Riverside, CA, and Austin, TX the top five G2C city portals.[6] European countries were ranked second among all geographic regions. The Single Point of Access for Citizens of Europe supports travel within Europe and eEurope is a 1999 initiative supporting online government. Main focuses are to provide public information, allow customers to have access to basic public services, simplify online procedures, and promote electronic signatures.[5] Asia is ranked third in comparison, and there are diverse G2C programs between countries. Singapore’s eCitizen Portal is an organized single access point to government information and services. South Korea’s Home Tax Service (HTS) provides citizens with 24/7 online services such as tax declaration. Taiwan has top ranking G2C technology including an online motor vehicle services system, which provides 21 applications and payment services to citizens.[5] Government-to-Citizen is the communication link between a government and private individuals or residents. Such G2C communication most often refers to that which takes place through Information and Communication Technologies (ICTs), but can also include direct mail and media campaigns. G2C can take place at the federal, state, and local levels. G2C stands in contrast to G2B, or Government-to-Business networks. One such Federal G2C network is USA.gov: the United States' official web portal, though there are many other examples from governments around the world.[7] TOP

Concerns: A full switch to Government to Customer e-Governance will cost a large amount of money in development and implementation.[4] In addition, Government agencies do not always engage citizens in the development of their e-Gov services or accept feedback. Customers identified the following barriers to Government to Customer e-Governance: not everyone has Internet access, especially in rural or low income areas, G2C technology can be problematic for citizens who lack computing skills. some G2C sites have technology requirements (such as browser requirements and plug-ins) that won't allow access to certain services, language barriers, the necessity for an e-mail address to access certain services, and a lack of privacy.[8] TOP

Government to employees: E-Governance to Employee partnership (G2E) Is one of four main primary interactions in the delivery model of E-Governance. It is the relationship between online tools, sources, and articles that help employees maintain communication with the government and their own companies. E-Governance relationship with Employees allows new learning technology in one simple place as the computer. Documents can now be stored and shared with other colleagues online.[9] E-governance makes it possible for employees to become paperless and makes it easy for employees to send important documents back and forth to colleagues all over the world instead of having to print out these records or fax[10] G2E services also include software for maintaining personal information and records of employees. Some of the benefits of G2E expansion include: E-Payroll- maintaining the online sources to view paychecks, pay stubs, pay bills, and keep records for tax information. E-benefits- be able to look up what benefits an employee is receiving and what benefits they have a right to. E-training- allows for new and current employees to regularly maintain the training they have through the development of new technology and to allow new employees to train and learn over new materials in one convenient location. E-learning is another way to keep employees informed on the important materials they need to know through the use of visuals, animation, videos, etc. It is usually a computer based learning tool, although not always. It is also a way for employees to learn at their own pace (distance learning) . Although, it can be instructor lead. Maintaining records of personal information- Allows the system to keep all records in one easy location to update with every single bit of information that is relevant to a personal file. Examples being social security numbers, tax information, current address, and other information[11] Government-to-employees (abbreviated G2E) is the online interactions through instantaneous communication tools between government units and their employees. G2E is one out of the four primary delivery models of e-Government.[12][13][14] G2E is an effective way to provide E-learning to the employees, bring them together and to promote knowledge sharing among them.[15] It also gives employees the possibility of accessing information in regard to compensation and benefit policies, training and learning opportunities and civil rights laws.[12][15][16] G2E services also includes software for maintaining personnel information and records of employees.[16] G2E is adopted in many countries including the United States, Hong Kong and New Zealand.[17] TOP

Government to Government
E-Government From the start of 1990s e-commerce and e-product, there has rampant integration of e-forms of government process. Governments have now tried to use their efficiencies of their techniques to cut down on waste. E-government is a fairly broad subject matter, but all relate to how the services and representation are now delivered and how they are now being implemented. Many governments around the world have gradually turned to Internet Technologies (IT) in an effort to keep up with today’s demands. Historically, many governments in this sphere have only been reactive but up until recently there has been a more proactive approach in developing comparable services such things as e-commerce and e-business.[18] Before, the structure emulated private-like business techniques. Recently that has all changed as e-government begins to make its own plan. Not only does e-government introduce a new form of record keeping, it also continues to become more interactive to better the process of delivering services and promoting constituency participation. The framework of such organization is now expected to increase more than ever by becoming efficient and reducing the time it takes to complete an objective. Some examples include paying utilities, tickets, and applying for permits. So far, the biggest concern is accessibility to Internet technologies for the average citizen. In an effort to help, administrations are now trying to aid those who do not have the skills to fully participate in this new medium of governance, especially now as e-government progressing to more e-governance terms An overhaul of structure is now required as every pre-existing sub-entity must now merge under one concept of e- government. As a result, Public Policy has also seen changes due to the emerging of constituent participation and the Internet. Many governments such as Canada’s have begun to invest in developing new mediums of communication of issues and information through virtual communication and participation. In practice this has led to several responses and adaptations by interest groups, activist, and lobbying groups. This new medium has changed the way the polis interacts with government.TOP

Municipal The purpose to include e-governance to government is to make means more efficient in various aspects. Whether it means to reduce cost by reducing paper clutter, staffing cost, or communicating with private citizens or public government. E-government brings many advantages into play such as facilitating information delivery, application process/renewal between both business and private citizen, and participation with constituency. There are both internal and external advantages to the emergence of IT in government, though not all municipalities are alike in size and participation. In theory, there are currently 4 major levels of E-government in municipal governments:[19] • the establishment of a secure and cooperative interaction among governmental agencies; • Web-based service delivery; • the application of e-commerce for more efficient government transactions activities,; • and digital democracy. These, along with 5 degrees of technical integration and interaction of users include: • simple information dissemination (one-way communication); • two- way communication (request and response); • service and financial transactions; • integration (horizontal and vertical integration); • political participation The adoption of e-government in municipalities evokes greater innovation in e- governance by being specialized and localized. The level success and feedback depends greatly on the city size and government type. A council-manager government municipality typically works the best with this method, as opposed to mayor-council government positions, which tend to be more political. Therefore, they have greater barriers towards its application. Council-Manager governments are also more inclined to be effective here by bringing innovation and reinvention of governance to e- governance. The International City/County Management Association and Public Technology Inc. have done surveys over the effectiveness of this method. The results are indicating that most governments are still in either the primary stages (1 or stage 2), which revolves around public service requests. Though application of integration is now accelerating, there has been little to no instigating research to see its progression as e-governance to government. We can only theorize it’s still within the primitive stages of e-governance. TOP

Overview Government-to-Government (abbreviated G2G) is the online non-commercial interaction between Government organisations, departments, and authorities and other Government organisations, departments, and authorities. Its use is common in the UK, along with G2C, the online non-commercial interaction of local and central Government and private individuals, and G2B the online non-commercial interaction of local and central Government and the commercial business sector G2G systems generally come in one of two types: Internal facing - joining up a single Governments departments, agencies, organisations and authorities - examples include the integration aspect of the Government Gateway, and the UK NHS Connecting for Health Data SPINE. External facing - joining up multiple Governments IS systems - an example would include the integration aspect of the Schengen Information System (SIS), developed to meet the requirements of the Schengen Agreement. TOP

Objective The strategic objective of e-Governance, or in this case G2G is to support and simplify governance for government, citizens and businesses. The use of ICT can connect all parties and support processes and activities. Other objectives are to make government administration more transparent, speedy and accountable, while addressing the society’s needs and expectations through efficient public services and effective interaction between the people, businesses and government.[20] Government-to-government model TOP

Delivery Model Within every of those interaction domains, four sorts of activities take place:[21] [22] Pushing data over the internet, e.g.: regulative services, general holidays, public hearing schedules, issue briefs, notifications, etc. two-way communications between one governmental department and another, users will interact in dialogue with agencies and post issues, comments, or requests to the agency. Conducting transactions, e.g.: Lodging tax returns, applying for services and grants. Governance, e.g.: To alter the national transition from passive info access to individual participation by: • Informing the individual • Representing an individual • Consulting an individual • Involving the individual TOP

Internal G2G (UK) In the field of networking, the Government Secure Intranet (GSI) puts in place a secure link between central government departments. It is an IP based Virtual Private Network based on broadband technology introduced in April 1998 and further upgraded in February 2004. Among other things it offers a variety of advanced services including file transfer and search facilities, directory services, email exchange facilities (both between network members and over the Internet) as well as voice and video services. An additional network is currently also under development: the Public Sector Network (PSN) will be the network to interconnect public authorities (including departments and agencies in England; devolved administrations and local governments) and facilitate in particular sharing of information and services among each other.[23] TOP

Government to business

Government-to-Business (G2B) is the online non-commercial interaction between local and central government and the commercial business sector with the purpose of providing businesses information and advice on e-business 'best practices'. G2B:Refers to the conduction through the Internet between government agencies and trading companies. B2G:Professional transactions between the company and the district, city, or federal regulatory agencies. B2G usually include recommendations to complete the measurement and evaluation of books and contracts. TOP

Objective

The objective of G2B is to reduce difficulties for business, provide immediate information and enable digital communication by e-business (XML).In addition, the government should re-use the data in the report proper, and take advantage of commercial electronic transaction protocol.[24] Government services are concentrated to the following groups: human services; community Services; judicial services; transport services; land resources; business services; financial Services and other.[25] Each of the components listed above for each cluster of related services to the enterprise. TOP

Benefits for business

E-government reduce costs, carry out all companies to interact with the government. Electronic trading saves time compared to human doing business. No need for driving to government and no waiting time. If the transaction is not completed, you can use the mouse to click on the return trip rather than drive to the office.As more and more companies are doing online conduct government business, and their transaction costs will be reduced.More technology and less workers needed reduce the business cost. E-Government provides a greater amount of information that business needed,also it makes those information more clear.A key factor in business success is the ability to plan for the future. Planning and forecasting through data-driven future.The government collected a lot of economic, demographic and other trends in the data. This makes the data more accessible to companies which may increase the chance of economic prosperity. TOP

E-Governance and Modi Government’s Ambitious “Digital India” Program

E-governance has often defined as the application of Information and Communication Technology (ICT) for delivering government services, exchange of information communication transactions, integration of various stand-alone systems and services from the Government to its customers, businesses, other governments, and also management of the entire back office processe and interactions within the government system. In India, the e-governance initiative is handled via what is known as the National e-Governance Plan (NeGP). It is a comprehensive framework for the government to engage with its stakeholders. Here is how the Government of India defines it: The National e-Governance Plan (NeGP) has been formulated by the Department of Electronics and Information Technology (DEITY) and Department of Administrative Reforms and Public Grievances (DARPG). The Union Government approved the NeGP, comprising of 27 Mission Mode Projects (MMPs) and 10 components on May 18, 2006. The NeGP aims at improving delivery of Government services to citizens and businesses with the following vision: “Make all Government services accessible to the common man in his locality, through common service delivery outlets and ensure efficiency, transparency & reliability of such services at affordable costs to realise the basic needs of the common man.” Given the expanse of the country and the diversity in every sphere of life, and the overall federal structure where the states in India are major stakeholders in governance, it is not easy to bring the whole country onto the e-governance band wagon so easily.
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