Urban E-Governance
Governments Going Digital: Examples of E-Governance

Hari Srinivas
Concept Note Series C-034

E -governance initiatives have transformed the way governments operate, engage with citizens, and deliver urban services. E-governance initiatives have substantially improved access to government services and information for citizens. Through digital platforms and online portals, citizens can now conveniently access various government services, submit applications, make payments, and track the progress of their requests.

This has significantly reduced bureaucratic delays, minimized paperwork, and enhanced the overall efficiency of government processes. Citizens can now interact with government agencies from the comfort of their homes or offices, saving time and resources, and promoting a more citizen-centric approach to governance.

E-governance has played a vital role in promoting transparency and accountability in governance. By digitizing processes and embracing open data initiatives, governments have made vast amounts of information accessible to the public. This transparency enables citizens to monitor government activities, track budget allocations, scrutinize public spending, and hold governments accountable for their actions.

E-governance has also facilitated greater participation, public oversight, and informed decision-making, fostering trust between citizens and the government.

Such initiatives have revolutionized service delivery mechanisms, leading to more efficient and citizen-centric governance. With the adoption of digital technologies, governments can provide personalized services, streamline administrative procedures, and tailor policies to meet the diverse needs of citizens.

E-governance has facilitated better coordination between government departments and agencies, enabling data sharing and interoperability. This integrated approach to governance has resulted in improved policy formulation, targeted interventions, and effective implementation of public programs.

A number of national and local governments have undertaken to establish electronic services to facilitate the smooth delivery of government and public services to its citizens. Some interesting examples include:
Urban Initiatives in Asia
  • Pune, India: Pune, a city in the state of Maharashtra, has implemented various e-governance initiatives to improve service delivery and transparency. The Pune Municipal Corporation (PMC) has launched online platforms for property tax payments, birth and death certificate registration, building permissions, and grievance redressal. The PMC has also introduced a mobile application that enables citizens to report and track civic issues, fostering citizen participation in local governance.

  • Quezon City, Philippines: Quezon City, one of the largest cities in the Philippines, has embraced e-governance to enhance service delivery and citizen engagement. The local government has implemented an online portal called "e-Services" that offers a wide range of digital services, including business permits and licenses, real estate tax payments, and building permit applications. Quezon City has also introduced a mobile application for citizen feedback and engagement.

  • Jakarta, Indonesia: Jakarta, the capital city of Indonesia, has made significant strides in implementing e-governance initiatives. The Jakarta Smart City program aims to leverage digital technologies to improve governance, public services, and citizen participation. The city has introduced various platforms, including mobile applications and online portals, for citizen services such as traffic management, waste collection, and public transportation information.

  • Colombo, Sri Lanka: Colombo, the commercial capital of Sri Lanka, has embarked on e-governance initiatives to streamline administrative processes and enhance citizen services. The Colombo Municipal Council has established an online platform called "e-Colombo" that facilitates property tax payments, trade license applications, and online services for citizens. The city has also implemented a digital citizen engagement platform to address public grievances and enhance transparency.

  • Ahmedabad, India: Ahmedabad, a city in the state of Gujarat, has implemented notable e-governance initiatives to improve citizen services and administrative processes. The Ahmedabad Municipal Corporation has introduced an online portal and mobile application called "e-Nagar" that offers a range of services such as property tax payments, birth and death certificate registration, and online building plan approvals. These digital platforms have streamlined interactions between citizens and the local government, making processes more efficient and transparent.

  • Davao City, Philippines: Davao City, located in the southern Philippines, has embraced e-governance to enhance service delivery and citizen engagement. The local government has implemented various digital platforms, including an online citizen portal and mobile applications, to provide services such as business permit applications, real estate tax payments, and public transportation information. These initiatives have improved convenience for citizens and facilitated easier access to government services.

  • Surabaya, Indonesia: Surabaya, the second-largest city in Indonesia, has been at the forefront of implementing e-governance initiatives to promote efficiency and transparency. The local government has introduced digital platforms, including an online service portal and mobile applications, for services such as business permits, parking ticket payments, and citizen feedback mechanisms. These initiatives have not only improved citizen convenience but also facilitated better communication and engagement between the government and its residents.
    • Estonia's e-government:
      Estonia is often cited as a global leader in e-governance. The country has implemented a range of digital services, including online voting, e-taxation, and a digital ID system that allows citizens to securely access government services.

    • Singapore's Smart Nation:
      Singapore has launched a comprehensive e-governance initiative called Smart Nation. This initiative includes a range of digital services, such as an online platform for government services, a digital health passport, and a smart traffic management system.

    • India's Digital India:
      India's Digital India initiative aims to transform the country into a digitally empowered society and knowledge economy. The initiative includes a range of e-governance initiatives, such as an online portal for government services, digital payments, and a mobile app for farmers.

    • South Korea's e-democracy:
      South Korea has implemented a range of e-democracy initiatives to increase citizen participation and engagement in government. These include online petitions, digital town halls, and a platform for citizens to submit policy suggestions.

    • Norway's Altinn:
      Norway's Altinn platform provides a single point of access for businesses to interact with government services. This includes filing taxes, submitting financial reports, and registering new businesses.

    • United Arab Emirates' mGovernment:
      The United Arab Emirates has launched an e-governance initiative called mGovernment, which provides a range of digital services to citizens, including online visa applications, e-payments, and mobile access to government services.

    • Australia's myGov:
      Australia's myGov platform provides a single point of access for citizens to interact with government services, including tax and welfare services, health information, and job search services.

    • United Kingdom's GOV.UK:
      The UK's GOV.UK website provides a central portal for citizens to access a range of government services, including tax information, health services, and passport applications.

    • Kenya's eCitizen:
      Kenya's eCitizen platform provides citizens with a range of online services, including passport applications, business registration, and payment of utility bills.

    • Uruguay's Uruguay Digital:
      Uruguay has implemented a range of e-governance initiatives, including online tax payments, digital birth and death certificates, and a platform for citizen participation in the budget process.


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