Implementing Software as a Service based E-governance Solution: A Design Thinking Perspective

Monika Mital, XLRI, Jamshedpur
Ashis Pani, XLRI, Jamshedpur
Ram Ramesh, SUNY, Buffalo, New York


The purpose of the study is to map the customer and service provider motivation/capabilities based on the Motivation- Capability- Outcome (MCO) framework and to explore the drivers of modular software as a service design in the implementation of Citizen Services. The current study tries to answer the following questions: Why do government organizations go in for SaaS i.e. their motivations to go in for SaaS? What is the customer and service provider capabilities which support the successful implementation of SaaS based citizen services? How do they implement a SaaS based citizen services solution i.e. what are the outcomes? The study is based on an implementation of software as a service based citizen services done by Ghaziabad Development Authority (GDA), India. The results of the study indicate that although cost is an important motivation for choice of SaaS based citizen services by the customer, but the success of any SaaS initiative depends upon the service provider motivation-capability fit.