CONTENTS
List of Figures 4
List of Tables 5
List of Images 6
Abstract 7
Chapter: 1 Introduction 12
1.1 Background 12
1.1.1 Introduction on E-Governance 12
1.1.2 E-Governance in Municipalities 12
1.1.3 E-Governance to M-Governance 13
1.2 Problem Statement 15
1.3 Research Questions 15
1.4 Research Objectives 15
1.5 Scope of work 15
1.6 Research Methodology 16
Chapter 2: Literature Review 17
2.1 Service Quality Parameters for Mobile Government Services in India- Sage journals,
Feb 14, 2016. 18
2.2 Mid-term evaluation of Mobile Seva by Narsee Monjee Institute of Management
Studies, July 2013 18
2.3 UN E-Government Survey, 2016 19
2.4 Euro M-Gov 2005 by Mobile Government Consortium International LLC 20
2.5 Governance at the local government level in the Philippines: An assessment of City
Government websites – Philippines journal of development, 2005 20
2.6 The Foresee Experience Index :E-Gov 21
2.7 An Assessment of Ghana's global E-government UN ranking E-Participation Index (EPI)
21
2.8 Global Trends in Municipal E-Government: An Online Assessment of Worldwide
Municipal Web Portals 22
2.9 Mobile App Rating Scale: A New Tool for Assessing the Quality of Health Mobile Apps,
March 2015 by JMIR Publications 23
2.10 Creating an evaluation system for a mobile application design to enhance usability
and aesthetics, 2012 by Jiyoung Choi, Iowa State University 24
2.11 Mobile Web Application Best Practices, World Wide Web Recommendation,
December 2010 by Mobile Best Practices Working Group, Mobile Web Initiative 25
2.12 IEEE Mobile/App Guidelines, 2018 by IEEE 25
2.13 Principles of Mobile App Design, 2016 by Joshua Kaufman, Apteligent UX Design 26
2.14 Mobile Application Accessibility Handbook, July 2017 by The Government of the
Hong Kong Special Administrative Region 27
2.15 Principles of Mobile Application design- Engage users and drive conversions by
Google 27
2.16 Smarter Mobile Apps through Integrated Natural Language Processing Services 28
2.17 Best Practices for push notifications by Amazon appstore 28
Chapter 3: Municipal Mobile Application Analysis 30
3.1 Identification of Parameters 30
3.1.1 Aesthetics 30
3.1.2 Accessibility 31
3.1.3 Accuracy 31
3.1.4 Ease of use 32
3.1.5 Interactivity 32
3.1.6 Reliability 33
3.1.7 Privacy and Security 33
3.2 Scoring Pattern 34
3.3 Overview of municipal application 35
3.4 Ranking of the mobile application 35
3.4.1 Aesthetics 36
3.4.2 Accessibility 37
3.4.3 Accuracy 38
3.4.4 Ease of use 39
3.4.5 Interactivity 40
3.4.6 Reliability 41
3.4.7 Privacy and Security 42
3.4.8 Overall Ranking 43
Chapter 4: Municipal Mobile Services Analysis 45
4.1 Identification of Parameters 45
4.1.1 General 45
4.1.2 Service-specific 45
4.2 Scoring Pattern 46
4.3 Assessment of services 46
4.3.1 Complaint Redressal 47
4.3.2 Birth and Death Certificate 48
4.3.3 Property and Professional Tax 49
4.3.4 Overall ranking of services 50
Chapter 5: Citizen Survey and Analysis 51
5.1 Citizen Survey Questionnaire 52
5.2 Citizen Survey – Awareness 52
Chapter 6: Conclusion 55
6.1 Conclusion 55
6.2 Recommendations 55
Bibliography 57