Research

R E S E A R C H

includes research articles that focus on the analysis and resolution of managerial and academic issues based on analytical and empirical or case research

A Study of Information Technology Effectiveness in Select Government Organizations in India

M P Gupta, Shivraj Kanungo, Rajesh Kumar, and G P Sahu

Executive Summary

KEY WORDS Information Technology Effectiveness KEY WORDS Government Organizations Privatization User Satisfaction Indian Banking Organizational Culture Efficiency Performance

Achieving Information Technology (IT) effectiveness in government offices is a daunting prospect. This is because the bureaucratic structure, perceived (and often actual) laxity in the workplace, weak accountability and responsibility relationships, and cumbersome and conflated work processes act as serious inhibitors of IT effectiveness. There are many indirect influencers of IT effectiveness. The broad working propositions for this study have been formulated keeping in mind the working environment of the government organizations and the past studies that have looked at government organizations in the context of IT. In some of the organizations, the methodology of IT use is simple, while in some others, it is tedious and complicated. IT projects are often fraught with cost overruns and delays. Once deployed, many systems fail to meet functional requirements or are too complex to be feasible for many organizations. Hence we should expect to find that government organizations, in general, do not use IT effectively. This study specifically examines the effects of IT use, user satisfaction, organizational culture, top management, and IT management on the effectiveness of IT in government organizations in India. Further, the enablers for IT use are identified that enhances the organization’s performance. A questionnaire survey was employed among the users in Indian government organizations situated in Delhi and surrounding areas for the collection of...