Purpose – E‐governance initiatives are common in most countries as they promise a more citizen‐centric government and reduce operational cost. Unfortunately most of these initiatives have not been able to achieve the benefits claimed. Often the reason for this failure is a techno‐centric...

Purpose – The purpose of this paper is to discuss business processes as building blocks of organizational capabilities and outsourcing of business processes as a viable management approach in building winning relationships. Design/methodology/approach – The paper develops a conceptual model...

Purpose – This paper sets out to classify business process outsourcing (BPO), linking it to service level agreement (SLA) design needs. Design/methodology/approach – The paper develops a framework based on prior literature to classify BPOs and illustrates it with field research of Indian...