Business Process Re-Engineering (BPR) and Technology Interception – The Continuum in the E-Government Application Cauldron

This paper discusses the quality and effectiveness of service delivered through the Integrated Citizen Service Centre (ICSC), eSeva, in Andhra Pradesh (A.P). The Authors have used Goals Question Metrics (GQM) and Balanced Score Card (BSC) to make their observations. The focus of the paper is on Business Process Re-engineering a major Strategic initiative in e-government applications. Biometric-based recognition because of inherent features such as reliability, speed and cost and the different possible uses can have a profound influence on the way government conduct its business. With newer technology like iris scan already being used in the issue of ration cards in Andhra Pradesh, other e-government applications necessitating authentication of identity of citizens, the same database can used hence inevitably BPR will assume greater significance. The authors in a limited sense also examine the possible role of usage of mobile technology in health applications opening up a possibility of extending eSeva services to health sector.