Website is the most powerful media for delivering e-Government services. Citizens can easily access government information and gain greater opportunities to utilize and participate in government processes (Fang, 2002). Since Information Technology (IT) is changing rapidly, contributing to the growth of a large amount of the Internet and technological data, many governments around the world feel the necessity to change their services to the citizens effectively through the electronic standard. This has compelled the governments to restructure their working pattern from the manual system to fully automated. Online services are faster and accurate than the traditional ones. It reduces the time for traveling and waiting in the queue, and a significant cost reduction is seen when using online e-Government services. The mighty Internet plays an important role in providing the online e-Government services. Various studies have been done to determine the quality of the e-Government websites in different countries. This study aims to provide an instrument for measuring the quality dimensions of e-Government web services in the Indian scenario. In order to measure the website quality, this paper proposes nine dimensions which are identified based on a review of the literature and on the analysis of data of a pilot survey.

e-Governance refers to the application of information technology to improve the services provided by the government sector to benefit the citizen. Information technology is changing rapidly, and it is almost essential for the government to use the IT services in an effective way to provide hassle-free services to the citizen. Information and Communication Technologies (ICTs) have witnessed a significant boom in the current century. Citizens require their information at their doorstep, and especially in the case of the government process, they expect more. With the increase in the popularity of the Internet, citizens want to access the information through government websites. With the help of ICT, the government can provide services fast and efficiently to the citizens. e-Governance websites would empower the citizen to access the government services at any place at any time in an efficient way. Website is an interface through which the government can offer various public services to the citizens, and it is a medium to access information. Various methods have been developed with the aim of measuring website quality and what impact it has on citizen’s satisfaction.

In designing an e-Governance website, the government should consider various factors that cater to the requirements of citizens. This paper identifies nine major factors for designing an e-Government website based on a pilot study and a literature review.

Information Technology Journal, Information Technology (IT), e-Government services, Website quality.