Call Centres and their Role in E-governance: A Developing Country Perspective
Keywords:e-governance, call center, developing country, government, business, citizen.
AbstractOver the years, poor governance is undermining development of many of the developing countries. Appreciating the need of improved governance, both developed and developing country governments, which have good record of governance, explore new ways of better governance. E-governance came up as one of the means of better governance due to advancement in technology. Diverse technological options create the opportunity to find out proper delivery channel of e-governance. Successful adoption of call centres by private sector has built the ground for public sector in thinking call centres as a mean of e-governance. This paper aims to present a framework between e-government and call centre in developing countries in line with technological ability and improved governance necessity in these countries with associated case studies and debates at this moment.