Stages Of E – Governance And Decision Process Analysis Of Social Factors, Motivational Drives And Learning Behaviour Of A Citizen.

Abstract

The dismal statistics of the usage of e-services in India is a cause of concern. This paper tries to analyze the reasons for the low performance and formulate causal relationship from social sciences perspective by using theories of IT and social change. The success of any e-governance is determined by the extent of services used in presence, interaction, transaction and transformation stages of e-governance. Victor Vroom’s Expectancy motivation theory is used to understand the motivational factors that affect individual choices to use e-services in each stage. To understand more about the decision making process of an individual to use e-services and the transition from one stage to another stage, we have used reinforcement learning based Markov decision model backed Q-learning algorithm is used. The results give insights on how different stakeholders influence the success of e-governance, the factors that motivate an individual to use e-services, and the relationship of external and internal factors that affects the individual’s choice of services. This paper also discusses the factors that make people to choose sub optimal solutions and in turn effects on the usage of e-services. This paper concludes with the recommendations based on the insights derived