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There cannot be a more esoteric and diverse trio of states than Goa, Karanataka and Dehi that could have emerged as the Top Three in the Dataquest-IDC e-Governance Satisfaction Study for 2006. And more heartening was the fact that the three toppers represent three distinct regions across the country. Nothing can prove better that the e-Governance momentum is really spreading across the country, irrespective of the political dispensations prevailing there.

Known more as a popular holiday destination and often chided for its easy laidback lifestyle, not many would associate Goa with being a strong votary of e-Gov. However, the fact is Goa has several e-Governance initiatives both in the implementation and planning phase covering a wide range of services and in the overall rankings, it has even surprisingly topped the study amongst 20 states.

Goa, in fact, has a clear and comprehensive IT vision in place. The strategy is based in using IT to improve productivity in the government and to provide efficient services to the citizens of Goa, while making the state a leading exporter of IT software in the country. Specifically, the state's IT initiatives are designed at improving tax collections, speeding tax assessment, increasing employment opportunities in IT, increasing export earnings from IT and related products and services, and reduce the cost of IT and consequently the cost of doing business in Goa and reduce the cost of governance by better utilization of assets.

To achieve these, the state is also encouraging IT in schools, colleges and educational institutions, creating state-of-the-art infrastructure for IT generation, encouraging industries to expand business in Goa, developing the capabilities of the government as a catalyst and strategic manager.

The results have also started coming in. Business organizations are more satisfied than citizens by the e-initiatives in the delivery of government services. Overall, the state fares exceptionally well in terms of user satisfaction. The state also tops the list in terms of the government's e-readiness.

In terms of overall satisfaction, citizens consider passport services, income tax department and education as the top strength areas in e-Governance. For citizens, the pain areas in e-Governance are agriculture, land/property department and employment exchange.

Business organizations are on the whole satisfied with IT implementation in passport services, income tax department and financial assistance. E-initiatives in small business assistance, land/property department and incentives and grants are pain areas for businesses.

In terms of satisfaction in ease of interaction, quality and availability of e-Governance services to citizens, Goa has done exceptionally well in the spheres of education and passport services, as well as in the departments of transport/RTO, power utility, water utility, police and security, judiciary and the income tax department.

Businesses are most satisfied with the ease of interaction, quality and availability of e-Governance services in the areas of passport services. Business organizations are also satisfied with the ease of interaction, quality and availability of several other e-Governance services-government tenders and contracts, financial assistance, incentives and grants, transport/RTO, income tax department, sale tax/service tax/commercial tax, municipal corporation, power utility, water utility, and police and security.

E-government services in areas like police and security, water and power utilities, which are pain areas in most states, have satisfied citizens and businesses alike in Goa.

Citizens felt that e-Governance initiatives had made government services easier to use as well as brought down the cost of services as well. For businesses as well, ease of use has been a prominent benefit, along with the ability to monitor and track services and faster delivery.

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