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Purpose: In this study, an attempt has been made to examine the compliance unit’s role in mediating the electronic government’s role in money laundering. E-government is clarified as the application of Information technology to encourage access and transfer of all aspects of government amenities and operations that impact transparency and accountability for the benefit of the people, trades, workforces and other stakeholders. The current study aims to assess whether the e-government can lessen or counterbalance the risks related to money laundering in the country and the mediating role of the compliance unit in reducing money laundering.

Methodology: This study practices structural modelling to assess the direct linkage between e-government and anti-money laundering and the indirect path between e-government and anti-money laundering that passes through the compliance unit as a mediator.

Findings: The findings prove that the compliance unit fully mediates the relationship between E-government and anti-money laundering. The direct path shows an insignificant relationship between e-government and money laundering, but this association becomes significant when the compliance unit is brought as a mediator.

Originality: This study directs that e-government runs on a sustainable ICT platform to improve transparency and accountability of all aspects of government facilities and actions for sustainable economic goals and help to diminish money laundering by enhancing transparency and accountability of government administration.

This paper sets out to classify business process outsourcing (BPO), linking it to service level agreement (SLA) design needs.

The paper develops a framework based on prior literature to classify BPOs and illustrates it with field research of Indian vendors.

The paper identifies criticality and complexity as the dimensions of classification and explicates the role of SLAs along these dimensions.

This is an exploratory research involving four vendors. A larger study is needed to strengthen/enrich the proposed framework, and make the findings more conclusive.

The taxonomy aids BPO industry practitioners in understanding the characteristics of different processes and the control issues arising therein. It also helps analysts to make more qualified generalizations within the BPO industry.

The paper addresses a dearth of literature on BPOs, especially from a vendor perspective. The taxonomy serves to position future work in this fast‐growing field of research.

For a number of different reasons, some more rational than others, public sector management has often fallen for the allure of the “quick fix” promised by the latest managerial fashion. Although it is commonly accepted that complex problems rarely, if ever, have simple solutions − this has not hindered public organizations from eagerly experimenting with trendy, increasingly radical, managerial practices. More often than not, these experiences, when weighed on the background of the original promises and eventual outcomes, prove to be utter failures. In order to clarify the reasons behind this pattern of failure, this article deconstructs two of the most notable recent managerial fashions: Total Quality Management (TQM) and Business Process Reengineering (BPR). It proposes that management fashions fail to lead to effective and productive organizational change primarily due to the fact that their logical construct, which relies on over-dramatization and oversimplification of organizational realities, is at odds with the operational complexities of public sector management. In particular, they fail to account for politics. To this extent, then, they are more likely to be destructive than productive when zealously adopted in public service.

The purpose of this paper is to discuss business processes as building blocks of organizational capabilities and outsourcing of business processes as a viable management approach in building winning relationships.

The paper develops a conceptual model to successfully implement “global sourcing” of organizational capabilities for the service provider and validates this framework using questionnaire survey methodology.

The paper identifies business process management and relationship management value propositions as the key dimensions for business process outsourcing (BPO) success. However, these value propositions fall short of building winning relationships.

The research is based on questionnaire survey of Indian BPO service providers. A survey of BPO clients may further strengthen the proposed framework and make the findings more conclusive.

The proposed framework helps both the BPO client and the service‐provider organizations in understanding the critical role of relationship management in realizing the intended BPO service outcomes.

The paper establishes the importance of capability service provision by the service provider as value proposition.

E‐governance initiatives are common in most countries as they promise a more citizen‐centric government and reduce operational cost. Unfortunately most of these initiatives have not been able to achieve the benefits claimed. Often the reason for this failure is a techno‐centric focus rather than a governance‐centric focus. The aim of this paper is to explore the necessary attributes of a governance‐centric initiative under the banner “excellent e‐governance” (e²‐governance), and describe a methodology for ensuring such excellence in e‐governance implementations.

The paper follows a case study approach for developing the concept of excellent e‐governance. It first conceptually differentiates between e‐government and e‐governance and describes the status of e‐governance in developing countries. It then differentiates between the two approaches to e‐governance: techno‐centric and governance‐centric. Next, the attributes of excellent e‐governance are explored in detail, and illustrated by two case studies. Then, the major issues for bringing excellence to e‐governance initiatives are identified. Last, a methodology under development, called “e‐governance engineering”, is described, which when applied to an e‐governance initiative, will ensure excellence.

Excellence (or governance‐centricism) in e‐governance requires the initiative to be effectiveness‐driven and not merely efficiency‐driven. This will require the initiative to be led by a “good governance” driven goal/purpose: additionally, the initiative must be outcome‐focused.

There has been a dearth of methodologies for implementing e‐governance initiatives, and an increase in the number of failed e‐governance projects. This paper proposes a methodology, “e‐governance engineering”, which aims to fill this gap and at the same time bring excellence to the e‐governance initiatives implemented.

The paper introduces the notion of “excellence” in e‐governance (e²‐governance), which is supposed to be the goal of all e‐governance initiatives. It also introduces a methodology to accomplish this goal. It is hoped that the methodology will help public administrators and public organisations in successfully designing and implementing e‐governance projects, thereby contributing to enhanced governance at optimal cost.

This paper presents the findings based on a survey conducted to examine the status and extent of the use of computer‐based technology (CBT) to support “quality”, including such aspects as quality control, quality assurance and quality management, in Hong Kong. Five main categories of CBTs, namely decision support systems (DSSs), group support systems (GSSs), executive information systems (EISs), expert systems (ESs) and artificial neural networks (ANNs), in support of quality are surveyed. The survey findings indicate that CBT usage to support quality in Hong Kong is low, particularly ESs and ANNs. This is partly due to a lack of awareness regarding the potential of CBTs in supporting quality among their potential users, and partly because of a lack of availability of suitable software to support their use. This paper represents a first attempt to examine the real‐life use of CBTs in support of quality. Based on the research findings, we have identified several opportunities for further research and suggested a number of research directions for CBTs to support “quality”in practice.

The purpose of this paper is to investigate how to strategically reengineer the government processes in e-governance to ensure the implementation of future-oriented and sustainable e-governance across developing countries.

This study has used learning from the theory of strategic intent. The present study has been conducted using exploratory sequential mixed method research. The findings of exploratory study, supported by extant literature on reengineering, core competencies and e-governance success, forms the basis for proposed research framework, which is empirically tested with 359 respondents from the two government departments in India using partial least square technique.

The findings of this study suggested that it is needed to reengineer the government processes with a view to develop the core competencies to ensure the long-term success of e-governance implementation in terms of future-orientation and sustainability. The reengineering transformations are found to have significant positive effect on the core competencies development that, in turn, has a positive effect on the success of e-governance.

The limitation of this study is the small sample size of qualitative and quantitative study owing to the missing willingness of government officials to respond to the research instruments.

The findings of this study would help e-governance practitioners to focus on the key strategic areas which will ensure the long-term success of e-governance and make the same valuable for the current and upcoming generations.

This study made an original contribution to e-governance literature by developing and validating a theoretical model for empirically assessing the strategic effect of business process reengineering changes on e-governance success (in terms of future orientation and sustainability) through mediating variable, core competencies.

The purpose of this paper is to discuss business processes as building‐blocks of organisational capabilities and outsourcing of business processes as a viable management approach to building strategic organisational capabilities.

The paper develops a conceptual framework based on “strategic partnering” to successfully implement “global sourcing” of organisational capabilities and validates this framework using multiple case studies research.

The paper identifies business process management, relationship management and the outsourcing value propositions as the key dimensions for business process outsourcing (BPO) success.

The paper is based on case studies of seven European clients and ten Indian service providers of BPO services. A larger survey of BPO clients and service providers may further strengthen the proposed framework and make the findings more conclusive.

The proposed framework helps both the BPO client and the service provider organisations in understanding the critical role of relationship management in realising the intended BPO service outcomes. It also helps the BPO clients and the service providers to understand the risk and business value implications of BPO value proposition.

The paper addresses a dearth of literature on BPO service provision and establishes the need for dyadic study of BPO services from both the client and the service provider perspective simultaneously for understanding the dynamics of this emerging service sector.

The purpose of this paper is to underline the role of demographic variables as far as the perception of corruption among the Indian respondents is concerned.

Hierarchical regression analysis is conducted to ascertain the role of demographic variables in line with the study’s objectives.

Gender is a demographic factor that influences the perception of corruption by the respondents. Other demographic factors including education, marital status, professional status and age do not have any influence on the user perception of corruption in e-government services. Implicitly, there are differences in the manner in which men and women perceive the prevalence of corruption in India. Therefore, males perceive that corruption has decreased in e-government services post-launch of “Digital India” initiative and women perceive the opposite.

On the one hand, the study holds significance, in that no empirical investigation has been conducted which seeks to underline the impact of the “Digital India” initiatives on the citizen’s perception of corruption in public services. On the other hand, the present research is limited in the sense that only demographic variables are being probed in the present study with a small sample.

Studies in developing countries have remained few and far between despite the growing concern for existence of corruption in government services. The present study seeks to fill the gap by underlining the role of demographic variables as far as the perception of corruption in public services is concerned in the Indian context.

With an increasing thrust upon transparency and accountability in government, e-government platforms are being scaled in many countries to bolster trust of the citizens and to bring about efficiency in public service delivery. Recently, India launched its “Digital India” initiative as an e-government measure. This study aims to gauge respondents’ perceptions regarding corruption in public services post-launch of the “Digital India” initiative.

A survey was conducted via email, soliciting inputs from 217 respondents following a convenience sampling technique in selected districts of India. Using an institutional theory lens, this study uses a quantitative approach where correlations and hierarchical regression analysis inform the overall analysis.

The results showed that low transparency, high cost incurred in availing public services, inefficiency in government and favoritism in government are the key determinants that influenced the perception of users about corruption in e-government services. Also, one demographic variable, namely, gender, showed a statistically significant relationship with the perception of corruption in e-government services.

Hitherto, extant literature is replete with conceptual and theoretical studies on the impact of e-government initiatives on curbing corruption, and there is negligible empirical research in developing countries vis-à-vis this dimension – the present study seeks to fill this gap. Second, previous research has not used the institutional theory to investigate the efficacy of e-government initiatives; this study uses the framework of the institutional theory framework to substantiate the arguments.