India needs a sustainable citizen-centric e-governance model along with change management, effective project design and monitoring to facilitate information and services in a hassle free manner. This paper presents an e-Governance service delivery model based on its critical success factors. This model shows the mutual influences of these factors which influence other success factors and to identify those factors which are most influenced by others ('Dependent Success Factors'). The Interpretive Structural Modelling (ISM) technique has been used to evolve mutual relationships between these factors. 'Strong political leadership' and 'change management' are found to have significant effect and are able to maintain the sustainability of the e-governance project.
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Lal et al. (2009) studied this question.
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