Six Sigma for Quality in e-Governance – A Framework

D. N. Gupta


This paper tries to highlight that the success of egovernance initiatives hinges more on making institutions efficient than only on introduction of IT. Good governance demands that the focus should come on providing ‘quality’ services and information to citizens. In this endeavour, Six Sigma offers good opportunity. The value of Six Sigma applies just as much to manufacturing and engineering as it does to service sector and customer’s relationship. Such tool, if applied in the service delivery (government) departments, can help facilitate in unleashing the immense potential and create synergy between government systems on the one hand and IT on the other. With improved process efficiency and organisational effectiveness, and information networking, a new dimension would be added to the concept of egovernance. And it would facilitate scalability and replicability of the efforts made under e-governance.