Capacity Building in e-government through citizen relationship management

Following the path of various developed nations, India is also going in a big way on e-governance. Over the past few years, there has been a tremendous upsurge in the e-governance initiatives, which has brought upon major managerial and technological challenges in terms of capacity building across key areas. Sound planning of capacity is foundation of building capacity in terms of infrastructure requirements, human resource skills and number required processes etc. Planning depends upon resource requirements which in turn depend upon ever changing citizen requirements/needs and wants. The paper with the help of a case study proposes the role of Citizen Relationship Management in capturing citizens’ requirements so that an effective demand driven capacity could be built around.