(a) (i) Define e-Governance. (ii) State the advantages of e-Governance. (iii) State the e-Governance initiatives. 5+5+5=15…

(a)(i) e-Governance defined

e-Governance is the use of information and communication technology by government to deliver services, exchange information, carry out transactions and run internal processes, so that administration becomes more efficient, transparent and accountable to citizens. Its distinguishing feature is that it reforms the way government works and not merely its computerisation. Examples are online passport applications through Passport Seva and online tax filing.

(a)(ii) Advantages of e-Governance

It cuts delay and cost in delivering services and gives access at any time and place. It improves transparency and reduces discretion and corruption, since records and processes are visible and trackable. It raises accountability and allows citizens to monitor progress. It improves efficiency and cuts paperwork inside departments. It widens access for remote and disadvantaged groups, and enables better decisions by using data. It also supports citizen participation, for example through MyGov.

(a)(iii) e-Governance initiatives

The National e-Governance Plan (2006), now part of Digital India (2015). Aadhaar and direct benefit transfer. DigiLocker and UMANG, for documents and services. MCA21 for company filings, and the GST Network for taxation. e-Office for file handling and e-Courts for case information. Government e-Marketplace (GeM) for procurement. e-NAM for agricultural trade. Passport Seva and CoWIN. Unified Payments Interface for payments. State examples include Bhoomi in Karnataka for land records and FRIENDS in Kerala for bill payment.

(b)(i) DSS defined

A decision support system is an interactive computer-based system that helps managers make decisions on semi-structured and unstructured problems by combining data, analytical models and a friendly interface. Its distinguishing feature is that it supports the manager's judgement and does not replace it. An example is a model that lets a sales manager test how price changes affect profit.

(b)(ii) Main characteristics of DSS

It supports semi-structured and unstructured decisions. It is interactive and user-friendly, with quick response. It supports decisions at all levels and is not confined to routine reports. It combines data with analytical models, and allows what-if and sensitivity analysis. It is flexible and adaptable to changing needs and is controlled by the user. It supports individual and group decisions, and improves the effectiveness of decisions more than efficiency.

(b)(iii) Components of DSS

(i) Database management subsystem: internal and external data. (ii) Model base management subsystem: statistical, financial and optimisation models. (iii) User interface or dialogue subsystem, through which the manager communicates with the system. (iv) The user, the decision-maker. Some descriptions add a knowledge-based subsystem and a communications component.

(c)(i) ERP defined

Enterprise resource planning is an integrated software system that links the functions of an organisation, such as finance, production, inventory, purchasing, sales and human resources, on a single common database, so that information flows in real time across departments. Its distinguishing feature is that integration removes separate departmental systems. Examples are SAP and Oracle.

(c)(ii) Types of information systems

Information systems are usually classified by the management level they serve. Transaction processing systems record routine operations, such as billing and payroll, at the operational level. Office automation systems and knowledge work systems support clerical and professional work. Management information systems summarise transaction data into regular reports for middle managers. Decision support systems help middle and senior managers with semi-structured problems through models. Executive information systems give top management summary and external data in a form that is easy to read. Expert systems capture the knowledge of specialists. Enterprise systems such as ERP integrate all of these across the enterprise.

(c)(iii) Expert system and its characteristics

An expert system is a computer program that stores the knowledge of human experts in a particular domain, as facts and rules, and uses an inference mechanism to give advice or diagnose problems as an expert would. Its distinguishing feature is that it reasons from a knowledge base. An example is a medical diagnosis system such as MYCIN.

Its common characteristics are a separate knowledge base and inference engine, use of heuristic rules, ability to explain its reasoning, ability to handle uncertain information, a narrow domain of expertise, a user interface, and the ability to be updated as knowledge grows. It is consistent and available at all times, but it lacks common sense.