Digital India pp 181-207 | Cite as

Value Chain Development for Government Sector: A SAP-LAP Approach

  • M. L. Singla
  • Apeksha Hooda
Part of the Advances in Theory and Practice of Emerging Markets book series (ATPEM)


India is moving at a very fast pace towards the digitization of nation, but the true benefits of this digitization are not yet achieved. Reason being usage of technology to transform the same old physical processes of government and public sector (GPS) to realize the E-Governance as are being following since independence. E-Governance is a much broader term (then only providing online access to government services), which encompasses usage of technology to enhance transparency, accountability, collaboration and participation of citizen in policy making, decision-making and improving services. Merely transforming physical services to electronic service cannot yield the benefits of E-Governance; rather necessity is to go for re-engineering of old government processes which are in desperate need of transformation. And in order to redesign these old GPS processes, it is firstly required to evaluate the current GPS processes to identify the problematic areas and then diagnosing the non-value-adding and value-adding activities in same. Here comes the role of value chain analysis which enables the BPR teams and change agents to identify non-value-adding activities in the government processes and evaluate how technology can enhance value of GPS processes. Now, the problem is that there is a lack of concrete value chain for government sector in literature, and this motivated the authors to undertake the present research work and propose a conceptual value chain for GPS which would later be tested empirically using SEM at the next stage. Value chain here has been developed based on SAP-LAP methodology proposed by Sushil (Manag Decis 38(5):347–353, 2000).


Value chain Value chain analysis (VCA) Business process re-engineering (BPR) Government of India (GoI) Government and public sector (GPS) NeGP Digital India E-Governance Employee engagement Customer satisfaction Process management Internal service quality (ISQ) External service quality (ESQ) 


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© Springer International Publishing AG, part of Springer Nature 2018

Authors and Affiliations

  1. 1.Faculty of Management StudiesUniversity of DelhiNew DelhiIndia

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