Shaping Intuitive E-Governance: Perspectives from a Smart City in a Developing Nation

This chapter investigates the quality variables that affect the perceptions of the users of the e-governance information system (e-Gov IS) implemented by the Newtown Kolkata Development Authority, the urban local body of Newtown Kolkata, a Smart City under the Government of India’s Smart Cities Mission. Utilizing econometrics tools, the study explores the framework for developing an intuitive e-governance system, taking into consideration the peculiarities of a context that is as varied as India’s. A comprehensive e-government system success model is developed and validated, ultimately refined to five pivotal factors, namely, system usability and satisfaction, operational efficiency of E-service, system service support, information integrity and relevance, and perceived economic returns of e-governance. All factors, except system service support, exhibit a significant influence on intuitive e-governance adoption among the users. The chapter concludes by underscoring the importance of comprehending these determinants as India advances its e-governance initiatives. While core aspects like system usability, operational efficiency, economic returns, and information quality are crucial, the undervaluation of system service support prompts a call for further research.