Service Prioritization

Prioritization of services and ICT enablement for those high priority services in a phased manner can enable the E-Government projects with successful management of implementation and also taking care of the risks and issues during the implementation. The need for the service prioritization includes

• Achieve early results
• Lower the risks and increase the benefits
• Achievement with existing limited resources and capacities

The process of service prioritization involves

• Enlist the list of services – Identify the end users to be served then, spot the government functionary or department which serves those services
• Gather data about the various services – It involves collecting operational information and statistics for the identified list of services like Number of transactions or customer visits, frequency processing time, time spent by the customer for follow-up and track progress, etc.
• Focus on high value services to convert – Assessment of services needs to be done for identifying services which under e-Governance will give the maximum value to the ‘department’ and its ‘citizens’.
• Prioritize implementation of identified services – Identify when to implement each of the identified high value services and define priority for each such service based on the analysis of service visibility and complexity
• Validate and Rationalize the Results – Validate and verify whether high-value services actually delivered benefits through e-Governance.