Role of transformational leadership on e-govemment switching: Multi-channel and digital divide

Abstract

It has been observed from last 16 years that to switch from the manual government processes to Electronic government can put a huge impact in regulating the government processes. The purpose of electronic government is to use Information and communication technologies in government sector, combined with organizational change and new skills to improve government sector service delivery, democratic processes and capacity building to give strength and support the government policies. Previously government servants always work through traditional channels like front desks or telephones to fulfill their requirements. The use of traditional channels was time consuming and was only fulfill the requirements of one user at a time. These consequences lead towards a digital divide dilemma in which people moved far away from the electronic process. This study is based upon filling the gaps between E-Government and digital divide by utilizing the multi-channel services governed by transformational leaders. The study will reveal new ways of switching to electronic government through digital channels. Transformational leadership will influence the adapting phase of this concept. Data gathered through questionnaires has shown that transformational leaders along with digital channels have put a positive effect in switching from manual to electronic government processes. These aspects have increased the transparency, efficiency, accountability and security in government processes.