08 Chapter 3

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CHAPTER 3

REVIEW OF LITERATURE

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3.1 Introduction

An extensive literature review has been done on the concepts and theories related to

the implication of e-governance services. A review of research papers and articles has

been undertaken to take note of and acknowledge work that has been done in this

field. The researcher has collected secondary data from reputed journals and

magazines, newspapers, articles, internet websites and archives. The researcher has

visited libraries in and around Pune City, to collect secondary data. The researcher has

identified research papers published in renowned journals and conference proceedings

along with articles published in newspapers on various topics such as implementation

of e-governance, impact of e-governance services on citizens etc. The review of

available literature on each topic is taken into account in this chapter.

The researcher has done a literature review on each and every criteria of e-

governance. These criteria focus mainly on various aspects of e-governance like-

3.2 Impact assessment of e-governance services on citizens

3.3 e-governance initiatives in India

3.4 e-governance initiatives in Maharashtra

3.5 A citizens’ perspective of availing e-governance services

3.6 Comparative study of e-governance vs. manual services

3.7 Research work on various aspects of e-governance

3.8 Various articles published in newspapers on e-governance

3.9 Future prospects for e-governance implementation

3.10 Observation of researcher and usefulness of literature review

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3.2 Impact Assessment of e-governance Services on Citizens

1. Ch. Radha Kumari has published her article on “Impact of e-Seva in Andhra

Pradesh: A Study” [9]

The results of the study indicate that the implementation of e-governance through the

mechanism of e-Seva has been received wholeheartedly by the citizens of AP state.

Since the electronically delivered services have aided the convenience and comfort of

all sections of the society irrespective of age, educational background and technical

awareness, citizens are willing to pay the nominal extra charges for improved and

cumbersome-free services. The working days and the daily working schedule of the

service centers are providing an added convenience and benefit particularly to

employed citizens. The substantial role played by informal sources in the spread of

information is also highlighted by the study. The study revealed that mental maturity

plays a vital role in welcoming any new system like e-Seva and in analyzing critically

the merits and demerits of the system introduced, since 71% of the people belonging

to the age group 40-60 expressed high satisfaction with e-Seva. The study has shown

that e-Seva is a highly satisfactory method of bringing about e-governance. With the

implementation of e-Seva, the vision of e-government in Andhra Pradesh has seen its

reality. This has become a model to be emulated by all other administrative bodies. e-

Seva implementation has brought the government of Andhra Pradesh, unparalleled

credit for two reasons- firstly for introducing a project that has brought great

convenience and comfort to its citizens and secondly, for innovating and

implementing a project of a unique nature.

2 Driss Kettani, Bernard Moulin & Asmae Elmahdi have published their article on

“A framework to assess the impact of e-government systems on governance” [11]

The Fez-e-government Project aims to develop a pilot e-government system to

provide the municipal government of the city of Fez in Morocco with an advanced

ICT platform that enables online delivery of citizen-oriented services to the local

community. The main research goals of this project include the elaboration of a road

map to support the development of e-government systems in Morocco and the

assessment of the impact of such systems on a Moroccan’s everyday life and on

governance in general. In fact, there is an implicit agreement in the research

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community that e-government systems enhance governance. Such evidences would

definitely benefit decision makers, at the top political level, to foster the deployment

of e-Government systems as an asset of good governance. This research also explored

the attributes and indicators that can measure good governance. In addition, this study

identified how e-government fosters the different aspects and indicators of good

governance. This paper provided a method on how to assess good governance related

outcomes of the Fez e-government project. They believe that it has a strong potential

in the sense that it explicitly addresses the link between e-Government and e-

governance from a qualitative/empirical point of view. The preliminary results that we

have obtained so far do not allow for generalization but they invite optimism and

further investigation of the methodological framework that is being developed in the

Fez e-government project.

3. Singh Amar Jeet Singh & Sharma Mahinder have published their article on

“District level e-governance Initiatives-A case of Lokmitra in Himachal Pradesh:

A Study” [37]

The intention of the Lokmitra project is noble. It is meant to provide citizen centric

service and information at kiosks and redress citizen’s complaints through a single

window interface. In this way the harassment of the people can be put to an end,

administration will become responsive and accountable and benefits of the ICT will

reach the general public. Initially the project functioned satisfactorily because there

was a strong leader in the District Centre who took keen interest in monitoring the

project by ‘thumb rule’ in the absence of a proper strategy. Since the project was a

pilot project there was a need to define the metrics for measuring the performance

against the objective and timelines so that it could be replicated in other districts of

the state. This could happen only when the project stabilized.

4. Kadam Kedar has published his article on “Usability: High value proposition

for successful e-governance in India” [18]

In this paper the researcher has focused on a case study applied successfully in

completing projects for the PMC. According to him, e-governance is a very powerful

tool to bring IT to the common people and also to streamline all transactions that take

place within the government. Over the past 10 years there has been a steep rise in the

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computerization of many departments in the local, state and national level

government. However the success rate of the project is not impressive. With the

increase in internet use citizens are learning to explore this new mode of

communication. Usable e-governance systems would result in huge savings for the

nation in terms of manpower required for government activities and also in terms of

time invested by citizens for transactions. It can result in satisfaction for its users, both

citizens & government employees. In this paper the researcher surveys about 300

citizens in and around Pune city and result is shown in Table No. 3.1.

Table No. 3.1: e-governance Status in Pune City

Sr.No.

Priorities of e-governance services preferredon the website

Responseout of 300

Response in% out of 300

1 Online property tax payment 180 60

2 Online registration of complaints 122 40.66

3 Online application of Birth/Death Certificates 75 25

4 Online Pune city budget information 75 25

The researcher concluded that the challenges of implementing an e-governance

project in India are abundant. The user size is huge and diverse. A democracy is a

government of the people by the people and for the people, so the expectations of the

citizens from the government are very high. Thus, as seen by the success of the

project mentioned above, usability, if used to the best of its potential is a virtual

guarantee for successful e-governance in India.

5. Jaju Sanjay has published his article on “Saukaryam: A case study on

Municipal e-governance: A Study” [17]

Saukaryam is the Visakhapatnam Municipal Corporation e-governance project. Ever

since the project has been commissioned, the work has become the talk of the town.

The citizens are surprised and enthused by the ease with which their needs are getting

attended to without running from pillar to post as before. The city civic centre acting

as a one stop civic shop is a living example of a digital unit as citizens coming from

diverse social and economical backgrounds can take advantage of it for getting their

civic needs attended to. The citizen can use a number of facilities like online payment

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of municipal dues, online filing & settlement of complaints, online tracking of

building plan status, online birth & death registration, instant issuance of birth &

death certificates, online tracking of garbage lifting, and online infrastructural works.

The attitude of the municipal employees towards the citizens that previously

conveyed a relationship of benefactor-beneficiary has changed to that of principal-

client. The citizens feel truly empowered and corruption and nepotism has reduced

greatly. Over 3000 people make use of this facility every day either through the

banking network or through the city civic centre or through the internet. The internal

efficiency and the coordination between various wings of the corporation have

improved due to the networking of the system. The Visakhapatnam Municipal

Corporation has been judged the best website because of its utilities, by the National

Institute of Urban Affairs, which is the nodal agency for the development of ULBs in

the country. The project has also won the National IT award instituted by the

Computer Society of India for the Best IT Usage for the year-2001.

6. Bhattacharyya Rabindranath has published his article on “e-governance in

rural West Bengal (India): impact and implications” [7]

The objective of this research paper is to explore the impact of IT as an enabling force

in its efforts to meet the present and emerging challenges of a digital age on the rural

people in West Bengal (WB). In WB, Burdwan (Bardhaman) district has been

selected for implementing the country's first rural e-governance pilot project. This

paper wants to argue that introduction of rural e-governance in Burdwan, is likely to

generate development gains only when it is closely adapted to the needs and

capacities of the Panchayats. The primary focus of this study was on the executive

authorities responsible for implementing e-governance at the rural level. The

researcher went to 30 people below the poverty line of three villages with a structured

questionnaire that provided ample opportunity to measure the socio-economic needs

of the local people and to correlate those needs with the gains of e-governance. The

sample size is relatively small. Replication of this study with additional blocks and

gram panchayats in the sample will allow stronger validation of the main argument.

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7. Kumar Amod, Singh Amarpal, Shukla Amit Shukla have published their article

on “LOKVANI: An E-ffort to Empower Citizens” [19]

One successful paradigm - the public-private partnership project-Lokvani had its

inception on November 9, 2004 in the district of Sitapur in UP, India. It is a single

window, self sustainable e-governance solution providing transparent, accountable

and responsive administration for grievance handling, land record maintenance as

well as an eclectic mixture of essential services. Lokvani caters to the needs of three

major players like the citizens, the administration and the kiosk operators/ the IT

entrepreneurs resulting in a symbiotic and mutually beneficial relationship among its

benefactors. The citizens are the key obvious beneficiaries from the solution as is

evident from the number of petitions filed per day and the efficiency with which they

are now being resolved. The system has also made government more approachable for

the ordinary citizen who earlier had to forego wages to stand in a queue to merely file

a petition. The citizen would then have had to follow it up with countless visits to

various government offices to find out the status and outcome of the petition that was

filed.

The study indicates that women are more computer literate and some of the most

efficient kiosks are being run by women. This has also made many of the women

kiosk operators economically self-reliant. The Lokvani project has successfully

showcased a paradigm that can be incorporated by other administrative organizations.

It has also proved that a low literacy rate and financial constraints are not a barrier for

implementing a successful e-governance project.

A key learning from this solution is that word-of-mouth is the most effective and

efficient mechanism for generating awareness among rural and semi-urban citizens

that have low literacy rates. It has brought about, a well appreciated transparency to

the workings of the administration. Widespread awareness as well as a stronger

formulated public opinion can go a long way in the fight against corruption. Going by

these metrics, the Lokvani system has proved to be a major success in the field of e-

governance.

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3.3 e-governance Initiatives in India

8. Mahajan Preeti has published her article on “E-Governance Initiatives in India

with Special Reference to Punjab" [24]

According to the researcher, in the era of modernization and globalization, electronic

dependency and utilization has been emerging as one of the driving forces towards

economic growth and development. This research highlights the importance of IT in

the implementation of a SMART government in the State of Punjab. It focuses on

various e-governance initiatives undertaken by the state of Punjab and suggests various

measures for their better implementation. e-governance enhances the relationships

between G2G, G2C, C2G, government to private sector and NGOs to government

using ICT. The initiatives of Punjab state are important. e-governance has eventually

started to gain popularity in most cities of Punjab. Efforts are on to revolutionize every

village in Punjab, providing them with IT- enabled service centers. Villagers here

now do not need to travel miles to deposit their telephone, electricity or water bills, or

register their grievances anymore. According to the researcher certain points are still

to be taken care of by the state government, which includes: a mandatory review of

the progress of all the ongoing IT projects, sustainability of already started

initiatives, compulsory computer education from class 6th to 12th in government

schools, and the use of local languages in the IT implementation process. It is essential

that local level databases be maintained in Punjabi, since most of the rural poor

would like to get information in their regional language. It’s important to educate

people at all levels about the benefits of e-governance by highlighting how it can

save their precious time and effort.

9. Nandan Shefali has published her article on “Lessons from E-government

Initiatives in Uttar Pradesh” [26]

Governments at all three levels in India- Centre, State and Local bodies, are making

an effort to adopt ICT to deliver efficient and quick services to citizens. The state of

UP, unfortunately has a long way to go, as compared to other states, in the adoption,

diffusion and usage of e-governance. An analysis of the functioning of various e-

governance projects has shown that mere good planning cannot ensure success. It is

essential to identify the characteristics of the local people and the region in terms of

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strengths and weaknesses, in which the project is to be implemented. Thus an

elaborate SWOT analysis of the project is required to be done. People must be

educated regarding the potential benefits of such projects, before actually

implementing them. It is essential to have a sound infrastructure and technology to

support e-governance programs. Decentralization has also shown that it can deliver

desirable results. Another pre-requisite is that officials involved in such projects must

also be motivated to adopt the changes and must be trained to use computers. A state

like Uttar Pradesh which still has to go a long way in implementing e-governance, can

learn lessons from projects initiated in other states, both in terms of what to do and

what not to do.

3.4 e-governance Initiatives in Maharashtra

10. Borwankar M. C. has published her article on “The Status of E-Governance

in Maharashtra: An Exploratory Study” [8]

This research study examines two of the e-governance initiatives taken in the State of

Maharashtra i.e. Road Transport Office (RTO), Pune and the Registration

Department, Government of Maharashtra. The research started with the assumption

that leadership is committed to e-governance and that field functionaries may not be

ready for the same. According to the research, field level staff is not only ready but is

clamoring for computerization, and that the leadership must respond and channelize

it. e-governance is rightly associated with providing speedy and efficient services to

citizens. It is also apparent from a survey of the above two departments, that e-

governance in Maharashtra as of today, implies computerization/office automation

and integration of a few systems. Integration of all services at one place for citizens is

being introduced in phases through SETU and local initiatives. B.O.T. for hardware

has been a success story and needs to be replicated through transparent procedures.

Efforts to bring in private sector investment are crucial, as the government does not

have adequate resources. Online services through the internet have been accepted as a

concept, but are a long way from execution.

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11. A Ph.D thesis by Sardesai Swati Prakash on “Study of Citizen Centric E-

governance, Projects in Maharashtra” from University of Pune [1]

The research is based substantially on 3 major CCEG projects implemented in

Maharashtra. These projects are, briefing of the case study: CFC of KDMC , briefing

of the case study: Land Records Computerization in Maharashtra (LRC), importance

of land records in India and briefing of the case study: Online Examination for 12th

class students in the subject of Information Technology, SSC Board. According to

research e-governance projects are sustained if funds allocation is planned yearly with

appropriate enhancements depending upon project status. Objectives of the citizen

centric e-governance projects are mainly defined from an organization’s point of view

hence citizens are not fully satisfied. Reduction in corruption and transparency is

expected by citizens which is mostly missing from e-governance applications. Since

the data in e-governance application has a high rate of errors on which citizens

services are offered, citizens face a lot of harassment in rectifying of data.

Discontinuation of the manual system has not been planned in time hence the two

systems are running parallelly creating confusion and additional problems. Hiring the

services of BOT vendors without proper monitoring and terms and conditions creates

additional issues due to computerization. Part implementation of e-governance

applications does not offer all benefits to citizens. Sharing of databases / interaction

across departments is not noticed due to which integrated services are not a reality.

Citizens still have to visit a number of locations for different services. Regular

enhancements in e-governance application are not planned after its rollout. If the

transfer of a project leader / departmental head happens in between, before release,

the project gets discontinued. Delays at government level to amend laws make

important projects ineffective. Committees are functional only till the release of the

package hence, issues in implementation remain unattended.

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3.5 A Citizens’ Perspective towards availing e-governance Services

12. Ray Subhajyoti & Rao V. Venkata have published their article on “Evaluating

Government Service: A customers’ Perspective of e-Government” [31]

This research paper proposes a method to assess in an objective manner the change in

service quality as a result of e-government project implementation. e-government

projects operate in an open environment having multiple stakeholders and varied

understanding of benefits and costs. Here a model based on the AHP technique has

been proposed for assessing the change in service quality brought in by an e-

government project. The methodology proposed here can be part of the overall

assessment framework for e-government projects. Firstly the method provides a

convenient and robust way to compare tangibles and intangibles and thus provide a

valid assessment of the overall change in service quality. Secondly the method

prioritizes the service quality dimension from the citizen’s point of view along with

the change in the satisfaction level of those service attributes. This information can

significantly help in improving the project as periodic evaluations can provide inputs

to government agencies regarding the priorities of the citizens and their current level

of satisfaction of those priorities. Finally when assessing change on a periodic basis is

important and not just the assessment of the current level of service, the method

provides a very convenient tool to e-government project managers to monitor the

progress made and focus on areas where improvement is required.

13. Shafi Al-Shafi , Vishanth Weerakkody , Zahir Irani & Habin Lee have

published their article on “ e-government Adoption In Qatar: An Investigation Of

The Citizens’ Perspective” [35]

This research presents an initial attempt towards understanding the adoption of the e-

government services in Qatar from a citizen’s perspectives. Using a survey based

study this paper describes a citizen’s behavioral intention and adoption in terms of

applying and utilizing the Unified Theory of Acceptance and Use of technology

(UTAUT) model to explore the adoption and diffusion of e-government services in

the state of Qatar. A regression analysis is then conducted to examine the influence of

e-government adoption factors and the empirical data reveals that performance

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expectancy and effort expectancy determine a citizen’s behavioral intention towards

e-government.

The e-government services initiative in Qatar has been successful initially in

promoting wider access to public services. This is encouraging from an e-government

perspective. While the research findings are encouraging from a practical perspective

for the Qatari government, from a theoretical perspective, these results reconfirm that

technology acceptance is influenced by key constructs such as performance

expectancy and effort. As our survey results reflect, some of the reasons for this can

be attributed to the fact that citizens are still not fully aware of e-governance services,

are concerned about security and some are hindered by the lack of internet access.

In this respect, the researchers concluded that in order to successfully diffuse e-

government services, governments will need to understand citizens’ needs, their

perception on relative advantage, ease of using the services and lifestyle, and

subsequently use this knowledge to develop citizen centric electronic services. This

research addresses the issue of citizens’ adoption of e-government services at a

national level in Qatar especially with the large number sample of surveyed citizens.

The researchers concluded that the study extends their knowledge in the area of

citizens’ adoption of e-government applications and services, as it is tested on the

UTAUT model. It also confirmed the impact of some of the salient factors identified

in the extant literature on e-government adoption from a Qatari national context.

14. Belwal Rakesh, Al-Zoubi Khalid have published their article on “Public centric

e-governance in Jordan: A field study of people's perception of e-governance

awareness, corruption, and trust” [4]

In this research paper, the researchers main focus is to assess the efforts made by

Jordan in the direction of e-governance and people's perception of corruption, trust

and e-governance. For this study they use– Desk research which was conducted using

secondary data sources followed by a field survey conducted with 412 sample

respondents in three major cities of Jordan. Following the triangulation approach, the

responses of university professors and the common people were also secured.

They found out that – The Jordanian government's efforts towards e-governance are

commendable in the Middle East. However, there are certain impediments that are

witnessed in the form of the digital divide, corruption, social bottlenecks, the stage of

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democratization, the lack of marketing to stakeholders, and the citizen's lack of

adoption of technology. Educated people are aware of the merits of e-governance

contrary to the uneducated and perceive that corruption in the Jordanian public sector

is increasing. The study mainly reflects the views of educated people. The views of

uneducated ones are secured through basic interactions as they expressed their

inability to respond to the questionnaires. Somehow, the respondents are not very

open to freely sharing their opinions or have abstained from participation-since they

consider this a sensitive issue within the Jordanian cultural and political setup.

Further, asking opinions of members of the public might not be the ideal way of

judging the level of corruption, or changes in it. The people's perception is that Jordan

is affected by a low level of corruption and that its citizens lack awareness of e-

governance. To remedy this, its citizens need to be motivated to trust and to

participate in the process of e-governance and to increase their understanding of the

tools and technologies available.

15. Parent Michael, Christine A. Vandebeek, Andrew C. Gemino have published

their article on “Building Citizen Trust Through e-Government” [28]

The trust of citizens in their governments has gradually eroded. One response by

several North American governments has been to introduce e-government, or web-

mediated citizen-to-government interaction. An internet based survey of 182

Canadian voters’ shows that using the internet to transact with government has a

significantly positive impact on trust and external political efficacy. Interestingly,

though the quality of the interaction is important, it is secondary to internal political

efficacy in determining trust levels, and not significant in determining levels of

external political efficacy. For policy-makers, this suggests e-government efforts

might be better aimed at citizens with high pre-extant levels of trust, rather than in

developing better websites. Governments around the world continue to invest in the

internet, and have largely adopted the mantra of service efficiency. This study

challenges this by showing initial support for the salience of political self efficacy as

it leads to trust in government. Individuals with a priori trust in government, and

correspondingly high levels of internal self efficacy will have these reinforced

through electronic interaction with their governments. The reverse also holds:

distrustful, low self-efficacy individuals will not increase their trust, irrespective of

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the medium of interaction. The quality of interaction, while important, is nonetheless

secondary. Therefore, if politicians aim to increase trust, they would be better served

to focus on non-web-based courses of action. The bureaucracy, seeking efficiency in

service delivery, is better served to do the same, perhaps at the expense of

improvements in website performance.

16. Lili Wang, Stuart Bretschneider and Jon Gant have published their article on

“Evaluating Web-based e-government services with a citizen-centric

approach.” [21]

This research mainly focuses on a general theory for evaluation of web based

application and an experiment to test the validity of that approach. At this point the

experiment has been pretested and will be conducted over the fall of 2004 using

citizens from the Syracuse City School District (SCSD). The theory model identifies a

transaction between an individual and a website as the appropriate unit of analysis for

evaluation. It further notes that to accurately measure the process and outcome, a

model must control all the relevant sources of variation in process and outcome, task

characteristics, site characteristics and individual characteristics. The model

anticipates that these three clusters of variables are likely to interact with one another

in determining the process and outcome of the transaction. The major contribution of

this model is to direct incorporation of a critical variable likely to influence system

performance and the ability to sort them into factors that can be controlled and those

that cannot be controlled. The approach is labeled a citizen centric approach and one

that is appropriate for e-government applications. It is expected that data from this

experiment built around the development of a website for the SCSD will demonstrate

the utility of the proposed model. Also, instruments developed in the SCSD

experiment will provide useful references for other similar government agencies if

they need to apply this model for the evaluation of their web-based services. Such

agencies could be other school districts or local government agencies that serve

citizens directly. Accumulation of data for similar government agencies makes it

possible to derive lessons for improving web based e-government services that are

specifically useful for that group or category of government agencies.

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17. Wang Jin-fu Hang Duo has published his article on “Customer-centered e-

government service quality evaluation: Framework and case study” [42]

Public Administration aims at producing value for its customers, by the use of e-

government to develop quality government services and delivery systems that are

efficient and effective. So the promise of e-government is to engage citizenry in

government in a user-centered manner. This suggests that governments will provide

services and resources tailored to the actual service and resource needs of users,

including citizens, residents, government employees, and others. e-government is a

relatively new subject of research so the conception of services quality and aspects of

quality evaluation is quite limited despite the importance of such processes. This

article reveals the analysis of e-government conception in order to clarify important

aspects for e-government services quality evaluation. Several discussions on how

customers and citizens should be treated in the public organization are presented.

Then, using systematic, logical and comparative analysis of concepts and conclusions

published by different authors, theoretical assumptions of e-government services

quality evaluation were formulated. Finally, a case of Xi'an e-government service

evaluation compared with 5 western cities was specialized for empirical research.

18. Sethi Neerja and Sethi Vijay have published their article on “e-government

Implementation: A Case Study of Dubai e-government” [34]

In this paper, researchers describe a case study on the successful implementation of e-

government in Dubai using Chan, Lau, & Pan’s (2008) e-government Implementation

Framework. The various e-government initiatives undertaken by the Dubai

government have been described using the four components, namely information

content, ICT infrastructure, e-government info structure, and e-government

promotion.

According to the researchers, Dubai has been a showcase of success in the last decade

both from a financial and economic perspective. This paper sheds more light on the

changes in the way government services are delivered that have allowed for greater

efficiency, visibility, and overall enhanced competitiveness of doing business in the

country. The transformation has been accomplished by leveraging the internet and

moving towards an e-government framework. Vision and leadership, combined with

meticulous planning, along with a cooperative mentality that was fostered, all

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contributed to the success of the initiative. The powerful lessons that have emerged

from the Dubai e-Government experience will serve as a robust guide to other nations.

The success of e-Government in Dubai also demonstrates the power of IT to

transform government services even in countries that started late on the journey and

where people’s motivation and capacity to embrace change may not be high.

19. Sachdeva Sameer has published his article on “e-Governance Strategy in

India” [32]

This paper hopes to give a strategy to proper implementation of various e-governance

initiatives in India. It emphasizes the establishment of various institutions for e-

governance especially, the School of e-governance. The paper suggests the

establishment of the following state-of-the-art institutions to look into the

interoperability of all IT projects:- commission to ensure universal access to

information , an institution for research and development in e-governance , training

and coaching of human resources, an institution for spreading awareness, software

and technology standards, government certification authorities like accountability law,

law for privacy, a law like the US Government Paper Elimination Act (GPEA) to

promote use of electronic media and a freedom of information act allowing access to

citizens to government data. Further guidelines for content, technological standards

and electronic payments are also necessary.

The paper points out various other gaps hindering the implementation of e-

governance in India. It formulates a six point strategy for implementing e-governance

in India and thereby fulfilling the dream of better governance. It brings forth the

objective of achieving electronic governance (EG) beyond mere computerization of

stand-alone back office operations. It brings forth the idea of fundamental changes as

to how the government operates. It identifies a new set of responsibilities for the

executive, legislature and the citizenry and highlights the need for their training.

20. Colesca1S. E. & Dobrica L. have published their article on “Adoption and Use

of e-government Services: The Case of Romania” [10]

The main purpose of the study was to identify what factors could affect the citizens'

adoption of e-government services, in the case of Romania. According to the UN e-

government survey conducted in 2008, Romania comes under mid-range countries for

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utilization of e-government (37 percent). Romania’s national portal www.e-

guvernare.ro aims at progressively making all services and information accessible

through the portal. The study is an extension of the Technology Acceptance Model.

The proposed model was validated using data collected from 481 citizens. The results

provided substantial support for most proposed hypotheses and showed the

significance of the extended constructs. This study provides an understanding of the

factors that facilitate the adoption of e-government services. The analysis revealed

that the citizen’s higher perception of usefulness, ease of use, quality and trust of e-

government services directly enhanced their satisfaction and implicitly indicated the

level of adoption of e-government. For an effective adoption of e-government

services, widespread and attractive awareness campaigns should be conducted,

targeting potential users properly to inform them about the real benefits that would be

gained.

This study is mainly to focus on understanding the potential user’s adoption behavior

of e-government. Such a user acceptance model can be used by e-government service

providers to predict the adoption of their new solutions. In the design stage, such

evaluations can be used to identify and address user requirements, and, therefore,

shape a new service. Services already deployed may be improved. Information

gathered in the survey can be used to better understand the users’ preferences, and the

reasons for lack of acceptance of some e-government services. The scales will not

only indicate which of the factors are fulfilled overall, but an analysis of responses to

each criteria may be useful to identify very specific areas of improvement. Moreover,

it enables meaningful comparisons of various systems.

21. Akther Mohammad Shakil & Takashi Onishi58 and Tetsuo Kidokoro have

published their article on “e-government in a developing country: citizen-centric

approach for success” [3] [40]

There are very few successful e-government projects in developing countries. There

are successful projects which took the low end route. This paper examines one such

project to find out the reasons behind its success. The research concludes that the

stakeholders’ participation is the driving factor for success. The major issue is not IT,

but an understanding between the citizen population and their complimentary

governmental entity, which acts as the critical factor for triumph in e-government.

www.e-

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Within a developing country, more participation by its stakeholders was one probable

conclusion that was established. A particular project was examined where such an

approach was taken and found feasible and practicable. Due to the active participation

of stakeholders, both the birth registration and immunization rates have increased.

Concurrently other unforeseen benefits were realized, such as image enhancing of

public and elected officials, use of data for school enrollment and decision making for

vaccine management for the society as a whole. Yet, research clearly demonstrates

that the stakeholder theory fits the e-government context as well. If stakeholders’

needs are assessed prudently and applied accordingly, e-government projects in poor

countries can be successful without taking a high-tech approach. In the end, it can be

concluded that in order that successful e-government projects within developing

countries take place, a full understanding between the roles of Government agencies

and its citizens creates a more profound impact than technology.

22. Prabhu C.S.R. has published his article on “Cost effective solution for effective

e-governance-e-Panchayat” [30]

There are various models and solutions of e-governance in the World. However a cost

effective solution is always preferable. An electronic knowledge based system titled ‘

e-Panchayat’ with the active involvement of the stake holders at the lowest

administrative level was successfully designed, developed and is being implemented

in Andhra Pradesh. Several states such as Uttar Pradesh, North Eastern States,

Rajasthan, Maharashtra, Tamilnadu etc., the same project is going to be replicated

after due customization. The project involves e-governance right at the grass roots

level i.e., village level and offers a very cost effective solution. The methodology

adopted for implementing the system is novel, cost-effective and self-sustaining. To

achieve high efficiency the system harnesses the state-of-the-art of ICT which is

highly efficient.

For sustainable socio-economic development at the grass roots level, a wide

involvement of the communities and businesses would need to be ensured. This

would automatically warrant forging of sound business relationships based on

transparency, mutual good will and benefit. Currently the Government of AP has

rolled out NIC’s e-Panchayat in 475 Major Panchayats in Phase I and is to expand to

all 1300 Major Panchayats in subsequent phases. The e-Panchayat project

demonstrates the feasibility of grass roots level implementation of ICT in e-

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governance at the village level. The NeGP (National e-Governance Plan) has a

Mission Mode Project for Panchayats which is being realized through e-Panchayat in

Andhra Pradesh. Due to the successful demonstration of e-Panchayat implementation

at the field level, several awards such as Oracle e-governance ‘Excellence Award’ and

‘Skoch Challenger Award’ were given in 2006 to e-Panchayat as a “Project of

National Importance.” Therefore, the model of e-Panchayat in AP can be replicated

at the national level in other states and also in other countries with due adaptation and

localization.

3.6 Comparative Study of e-governance Services vs. Manual Services

23. Bhatnagar Subhash, Prof. T.P. Rama Rao, Singh Nupur, Vaidya Ranjan and

Mandal Mousumi have published their report on “Impact Assessment Study Of e-

government Projects in India” [5]

The framework was used to make detailed assessments of five mature wide scope

projects representing different types of e-government applications - G2C, G2B and

G2G. The assessment involved a systematic survey of users and employees conducted

by a professional market research firm.

For four projects, data from 240 randomly selected respondents from 7 to 8 stratified

locations was collected systematically. For the fifth project, 180 respondents

representing two major categories of users were randomly selected from 7 locations.

The responses clearly encapsulated the experience of the respondents with the use of

the computerized system as well as the manual system. The survey covered nearly

120 questions grouped under 5 dimensions on which impact was being assessed. The

dimensions were: cost of access to clients, client perception of quality of service,

client perception of quality of governance, agency costs and revenue and employee

perceptions about process changes. The difference between the e-governance and the

manual system was analyzed for each dimension and the statistical significance of the

difference was evaluated. Study results indicate that respondents who have used both

the manual and e-governance systems in the five projects have indicated an

overwhelming preference for the e-governance system. In most cases the cost of

accessing service has been reduced because the number of trips that needed to be

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made to the concerned offices has been reduced significantly and the waiting times

have come down by nearly fifty percent.

All projects seem to have reduced costs for the users to a significant degree. Direct

travel cost reduction needs to be seen in the context of total expenditure incurred by

the clients for obtaining the service. Reduction in number of trips and wait time are

important as they also involve an indirect opportunity cost. Waiting time has almost

been halved in most projects. e-Seva has shown a significant improvement in service

quality whereas e-Procurement has shown a marginal improvement. In quality of

governance, except for KAVERI where the impact is very marginal, there is a

moderate impact in other projects. Specifically for corruption, both KAVERI and

Check post have had little impact. e-Seva shows a very significant improvement as

the computerized counters are rated close to very good in the composite score.

KAVERI indicates only a marginal improvement over the manual system. The

ranking of projects using data in Table No.3.2, particularly the composite rating, can

represent the degree of success of the project from the point of view of the clients. e-

Seva can be rated as a very successful project, and KAVERI as a project where there

is considerable scope for improvement.

Table No. 3.2: Descending order of improvement in composite scores

Project

Manual Computerized DifferenceMean S.E Mean S.E Mean S.E

eSeva 3.388 0.041 4.658 0.025 1.27 0.049

Khajane - DDO 3.242 0.084 4.429 0.049 1.187 0.102

Khajane - Payee 3.083 0.069 4.186 0.049 1.103 0.098

eProcurement 3.224 0.039 4.259 0.039 1.035 0.052

Checkpost 3.48 0.051 4.323 0.038 0.842 0.048

KAVERI 3.345 0.056 3.897 0.048 0.552 0.045

Surprisingly the overall preference for computerized systems over the manual system

is very high for all projects other than Check post even though two of the projects do

not deliver much improvement in service quality and governance. Perhaps the clients

are acknowledging the benefits of even a partial improvement.

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24. Impact Assessment of e-governance Projects, Dept. of IT, Ministry of

Communication and IT, Govt. of India has published report on “EKVI:

Computerization of Agriculture Mandis in Madhya Pradesh” [14]

E-Krishi Vipanan (EKVI) project was initiated in Madhya Pradesh to computerize

operations in the Mandi Board Head Office, 7 regional offices, and 233 mandis and

their associated submarket yards and ‘nakas’ (inter-state barriers) across the State.

The main objective of the project is to assist farmers in making informed decisions

about trading their produce in the market. The e-mandis provide a series of services

such as latest information on daily arrival of crops, rates at which the crops have been

sold, rates prevailing in other mandis, weighing of the crops, auctioning of the crops,

details of crops transacted etc.

The impact assessment study reflects the positive results of the EKVI initiative. There

are improvements in almost all aspects of the mandi system: 85 percent of the users

said they almost always received their payments on time; 66 percent of respondents

reported an improvement in the accuracy of transactions, and the waiting time to avail

services at the mandi reduced to 126 minutes from 192 minutes under the manual

system. Only 2 percent of people perceived the overall governance of the

computerized system to be poor compared to 50 percent in the manual system. In

addition, 97 percent reported satisfaction with the quality of service provided in the

new computerized system compared to 43 percent in the manual system. Overall, 98

percent users preferred the computerized system over the manual system. However,

there were certain issues related to power failure, system failure and hardware

problems that increased the number of trips made by the user.

25. Locklear Lawrence T. has published a report for Master of Public

Administration on “Online vs. In Line: An Assessment of e-government Initiatives

in North Carolina’s County Government Websites” [20]

According to the researcher “The relationship between government and citizens” has

evolved “from its traditional hierarchical and arms-length one to a more reciprocal

one where citizens are genuine stakeholders in their government”. Through e-

government initiatives such as online financial transactions, requests for documents

and information, and additional means of contact with government leaders, the

Internet “enhances the relationship of citizens to their government”. To investigate the

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transformation of government and the internet’s impact on citizen to government

relationships at the county level of government in North Carolina, the International

City/County Management Association’s (ICMA) Electronic Government 2004 survey

was replicated in North Carolina’s county governments. A comparison of survey

results indicates a significant statistical difference between e-government initiatives in

North Carolina county governments and national local governments. North Carolina

county governments are more likely to have a website than national local

governments. While IT departments are similar in size, North Carolina county

governments are more likely to have smaller IT budgets. In addition, North Carolina

county government websites are more likely to offer more services and be more

sophisticated than national local government websites. North Carolina county

governments are also more likely to have higher levels of online procurement,

policies and procedures on website security and privacy, utilize GIS and provide data

at no charge, and have more sophisticated intranets. North Carolina county

governments and national local governments share similar e-government experiences.

Current e-government initiatives are mostly funded from general revenues. Each

government shares the two major barriers to e-government initiatives, funding and

lack of technology/web staff. E-government has impacted both governments in

similar ways. e-government has changed the relationship with citizens, changed the

role of staff, re-engineered business processes and reduced costs.


Communication and IT, Govt. of India has published a report on “SUWIDHA (Single

User-friendly Window Disposal Help-line for Applicants) Centers in Punjab” [15]

Suwidha was launched at Fatehgarh Sahib in Punjab in October 2002 and rolled out to

all districts of Punjab by January 2004 on the basis of a self-sustaining revenue model

wherein the operational cost of running the centers is recovered from citizens in the

form of facilitation charges. Eighteen Suwidha centers (covering all 17 districts) serve

as the one-stop shop for delivery of more than 150 citizen services offered by the

central, state and local governments. Frequently used services relate to attestation of

documents and issue of affidavits, issue of driving licences, services to pensioners,

issue of birth and death certificates, and payment of bills. The annual volume of

transactions in each center is about 500 to 700 thousand. The survey was conducted at

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6 locations and covered a sample of 610 respondents. Users of Suwidha have reported

a positive improvement of 3.48 percent over the manual system that required dealing

with individual departments. However, an analysis with respect to improvement

across locations reveals that there is a significant difference among the six districts,

with composite scores varying between 2.64 and 4.17. Results also indicate that more

than 97 percent of the respondents prefer Suwidha centers over the departments.

Waiting time in Suwidha centers has reduced significantly in comparison to agency

counters from 145.4 minutes to 80.8 minutes. There has been a significant

improvement of 1.05 points on a 5 point scale in the quality of governance. There has

been a significant improvement of 0.91 points in service quality on a 5 point scale.

With respect to the attitude of the citizens towards e-government, the results indicate a

highly positive perception on all parameters.


Communication and IT, Govt. of India has published a report on “FRIENDS Multi-

agency Payment Centers in Kerala” [16]

FRIENDS was launched in 2000 by the Department of Information Technology

(DIT), in Kerala to facilitate bill payment service to various payees such as

municipality, corporation etc. at a single center. The software used at FRIENDS

centers is programmed to specific rules and regulations of the partnered agencies, and

payments are accepted accordingly. People can make payment for: water charges,

telephone bills, electricity charges, civil supplies rationing fees, property tax, traders’

licenses, professional tax, motor vehicle tax, university examinations fees, etc. At

present, each of the 14 districts of Kerala has a FRIENDS center located at the

respective district headquarter. To study the impact of the FRIENDS initiative, a total

of 807 respondents across four districts were surveyed. The mean waiting time at

FRIENDS counters is nearly half an hour less than at departmental counters

(reduction from 33.4 minutes to 7.0 minutes). There has been a significant

improvement of 1.3 points on a 5 point scale in the quality of governance. The

incidence of paying bribes was not reported in either system. The quality of service, in

terms of the accuracy of transactions, cost of availing services and efficiency in

handling queries, has improved. The overall service quality score for the e-

governance system was 4.62 compared to 3.29 on a 5 point scale for the manual

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system. Overall, the survey reveals that there is a high preference for the e-

governance system with 99 percent of respondents favoring a FRIENDS counter over

the manual operations. The composite score of 4.0 on a 5 point scale also indicates an

overall perception of improvement in the e-governance system vis-à-vis the manual

system. However, respondents felt that better helpdesk facilities to guide customers,

and power backup systems to tackle frequent breakdowns in electricity would help to

improve service delivery through the FRIENDS centers.

3.7 Research work on various aspects of e-governance

28. Shahzad Haroon, Sandhu Waqas Younas have published their article on

“Master Thesis on e-government Services in Pakistan” [13]

In this thesis, researchers have focused on Pakistan e-Government. They have used the

survey strategy to find e-Services and relevant expectations from the citizens of

Pakistan. They have suggested 133 different e-Services and also identified certain

areas for improvement. They have emphasized the required e-Services hence an

arranged list of e-Services has been provided separately in the thesis. This research can

be a first step towards a citizen’s options and to enhance the understanding of e-

government functionality in Pakistan. e.g. Paying utility bills electronically will

increase productivity by saving the resources of both the government and citizens.

The overall conclusion from the survey analysis is that the interest and e-Services

expectations of citizens are increasing towards e-government. The following are the

expected e-Services groups from the most demanding to the least demanding. They

are: education, taxation, utility bills, passports, jobs, national ID card, health and care,

voting system, citizen directory, vehicle registration, birth/death/marriage certificates,

driving license, hajj, police, banking, customer care, traveling, visa processing,

construction of a governmental portal, internet facilities, agriculture, hunting and

fishing, procurement, social benefits, export, firm registrations, insurance, judicial

systems, national savings, state parks TV/Radio license and others. According to the

researchers this can become a platform for the development of e-government services

in Pakistan.

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29. Shirin Madon and G. R. Kiran have published a research article on

“Information Technology for Citizen-Government Interface: A Study of the

FRIENDS Project in Kerala” [36]

This study examines the working of FRIENDS centres in Kerala based on the

satisfaction level of citizens and responses from within the government, especially the

participating departments and personnel. It also undertakes a cost benefit analysis of

the system. The researchers analyzed that FRIENDS has been able to provide a much

better overall service on all accounts. The lack of proper awareness among the

targeted citizens has restricted its use to about one-third of the targeted population. It

was also found that it was equally important to roll out the centers at the sub-district

levels for easy access and accessibility. It is also interesting to note that the

participation of women in making payments at FRIENDS is higher than at department

counters. The project has also been able to demonstrate to the common man the

possibilities of ICT in governance and has thus been able to garner the support of the

general public for future e-governance projects in the state.

The study also shows that a majority of service officers are extremely happy about

their work in FRIENDS. The positive perception of the service officers highlights the

fact that with better service environment and appropriate motivation, government

employees can provide much better services than what is presently provided through

conventional mechanisms. The project has successfully created employment

opportunities outside the government, for women belonging to the below the poverty

line strata. The project could very well be considered a unique and successful PPP

model where citizens, service officers and private partners have benefited.

The study has also brought forward an interesting fact that FRIENDS is accepted by a

large majority of employees in the participating departments, who are not deputed to

FRIENDS. This has happened in spite of the fact that the centers have systematically

curtailed some of the authority vested with these employees. What is more remarkable

is the fact that a large majority of these employees support FRIENDS as a single

window for citizen services rather than arguing in favor of FRIENDS-like counters to

be attached to their office.

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30. SrivastavaAnurag and Team Members have published their research article on

“Impact Analysis of Jan Mitra Samadhan Kendras of Gwalior” [2]

The present study measures the overall impact of the 'Jan Mitra Samadhan Kendra' on

the stakeholders. The project was initiated in mid-December 2009 by ABV-IIITM

Gwalior in association with the Gwalior Collectorate. The main motto of this study is

to evaluate the mechanism developed and deployed by the Gwalior Collector as part

of a e-governance model for reaching out to its citizens.

The analysis has been made qualitatively and quantitatively. The overall study of the

twelve centres of ‘Jan Mitra Samadhan Kendra' project concludes that it is very

beneficial in many respects to the people of that area where it is deployed, in terms of

cost, time, efficiency and quality. Most of the stakeholders find the present system

more convenient and easily accessible as compared to the previous manual system.

This has increased their faith in the operations of the government system in various

domains. Though this system has been appreciated by most of the stakeholders many

things are still required to be improved. In another observation it is found that after

the imposition of a service fee from December 2009, the financial viability of this

project has gone up and this will certainly help the government in revenue generation.

This has also helped in reducing the number of fake applications. The top services of

the 'Jan Mitra Samadhan Kendra' availed by the people are: income certificate,

domicile certificate, khasra khatauni nakal, caste certificate, application for a BPL

card and kisan credit card. Despite a lack of basic infrastructural facilities like an

uninterrupted power supply, communication network and other amenities, the Jan

Mitra Kendras have succeeded in making a breakthrough in the delivery process.

31. Patnaik Pabitrananda, Das Rama Krushna, and Patra Manas Ranjan have

published a research article on “Key Characteristics of Indian e-Governance

Projects: A Special Reference to “Bhoomi” [29]

This paper consolidates the observations made in e-governance projects in India

during their complete development cycle and deployment and focuses on the

“Bhoomi” project, one of the successful e-governance projects in India. The key

findings of the study are that, if all the implicit and explicit characteristics of e-

governance projects are properly defined, analyzed, studied and taken care of during

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project planning, development and implementation, then the chances of failure of

such projects can be minimized.

In this paper, an in-depth study has been made in understanding the key

characteristics of e-governance projects that have already been undertaken by

different provincial governments in India as well as by the federal government. The

objective of the study is to focus on these project characteristics for the successful

implementation of different e-governance projects. It is found that e-governance

projects have their own characteristics. These characteristics should not be considered

as drawbacks or failures and at the same time cannot be kept aside while undertaking

the project. They require a thorough understanding and must be considered carefully

in making a project successfully operational.

3.8 Various articles published in Newspapers on e-governance

32. Sinha Pradeep has published a cover article on “Engineering e-governance

Solutions” [38]

e-governance is gradually emerging as the more efficient alternative to the way

governments the world over discharge their functions. The extensive use of IT in

every walk of life has redefined the fundamental principles of delivery of services and

the operation of service sectors, resulting in the faster and easier delivery of much

better services than before. Governments around the world have started realizing that

the advancements in IT can well be utilized to provide better services to citizens and

business. As a result, a wide range of IT applications are being developed in various

government departments. e-governance has emerged as a keyword for all such IT

applications, which take advantage of IT to reinvent the way the government works.

Often e-governance is used as a synonym to describe an IT driven system of

governance that works better, costs less and is capable of servicing the needs of

citizens and business as never before. Its goal is to create a more responsive,

productive and effective administration. e-governance is also referred to as SMART

Governance because it aims at using IT to the processes of government functioning to

bring about Simple, Moral, Accountable, Responsive and Transparent governance. e-

governance sees the people in government, business and other citizens working

together for the benefit of all. If properly implemented, the benefits of e-governance

are enormous. Some of its obvious benefits are: integrated information, integrated

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services, access of services anywhere and anytime, improved overall productivity,

better decision making and planning, better security and protection of information.

33. Murthy Narayana has published an article on “e-governance can help

improve accountability” [25]

IT major Infosys Chairman Narayana Murthy has said that the Indian government

must take tough action against corrupt people and that e-governance has a great

potential to improve accountability. He said that by making the data of major public

projects available online, corruption can be curbed and accountability enhanced in the

country. “We need leadership which can take tough decisions and deal firmly with

corrupt people. e-governance can help reduce corruption and improve accountability

by making budgets and progress reports of major public projects available. And by

providing free accessibility to any citizen and also by identifying people responsible

for causing a delay in decision making. India continues to struggle with corruption

and this image hurts India's reputation abroad and negatively impacts its development.

But there is hope! The good thing is that our bureaucracy has already accepted IT for

governance. Like in Karnataka, land records, property tax bills, water bills, the

issuance of birth and death certificates, trade licenses, and filing of consumer

complaints have been computerized”. Heaping praise over the Unique Identity (UID)

project, which is aimed at establishing citizenship, reducing identity- related frauds

and addressing security issues he said, “The project for providing unique

identification to every Indian resident is perhaps the most important among such

projects.” The pioneer of IT revolution also said that while computerizing government

and corporate functions, security can't be compromised with. “Our IT systems must be

fully protected against unauthorized access and malicious attacks by terrorists and evil

elements from abroad.” Growth of the IT-BPO sector has highlighted India on the

world map, as a destination of choice for global investors.

34. Sarkar Malabika has published her article on “NeGP: the hub of all e-

governance projects” [33]

The National e-Governance Plan (NeGP) was formulated by the Indian government in

response to the requirement for taking a holistic view of e-governance initiatives

across the country. Increasingly, it was perceived that if e-governance was to be

speeded up across the various arms of government at the national, state and local

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government level, a programmed approach had to be adopted, one guided by a

common vision, strategy and objectives. This approach would have the added

advantage of enabling huge savings in cost, in terms of sharing the core and support

infrastructure and enabling inter-operability through standards etc, which would result

in the citizen having a seamless view of the Government of India (GoI) and its

services.

The government approved the NeGP on May 18, 2006. The success of the plan

hinges not only on accessibility and availability to the information and various

services but also an awareness regarding the program, effective branding of NeGP

and finally a communication strategy that addresses the above two. As such the team

is responsible for creating and implementing the strategy to achieve the following

objectives: to build a distinctive brand of NeGP which can be utilized in cross

departmental communications; to create awareness among citizens about the initiative

and its objectives; to motivate stakeholders, with an emphasis on the point that NeGP

is not about computerization or technology but making interaction with government

easier; and to create a demand driven atmosphere which would ensure that service

delivery and its quality are met. The team will also create a set of communication

guidelines that can be used by other ministries/departments to design their own

communications plan.

35. Subramanian K.V. has published his article on “Dealing with the IT industry

for e-governance projects” [39]

A very senior bureaucrat recently shared through the media, the experience of the

government in dealing with a host of IT service providers for several e-governance

initiatives. Taking a cue from his experience, I would like to examine the issues from

a holistic perspective and to appreciate the larger problem space. The issues in the IT

space when government is involved, are largely traceable to the character / certain

generic attributes perceived / experienced by service providers of government

organizations, how the government views service providers, how the counter parties

view them, the practical dynamics of dealing with the government as a customer, the

governmental organizational processes, the dimension of ownership/continuity of the

decision maker, the long decision cycles in the procurement process and the

knowledge lag of the buyer team particularly in IT procurement.

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These can be primarily categorized into internal behavioral / operational factors of the

governmental system, coordination issues and vendor experience and related factors.

Internal behavioral / operational factors within the client organization of government

are: -

Lack of clarity on what the government wants

Differentiating between wants and needs

Taking vendors’ time and costs for granted by the procurement organization

Long decision cycles - wasted efforts and costs for both vendor & the

government

Lack of necessary knowledgeable persons to deal with professionally on the

buyer side /service provider

Lack of ownership of the task on hand in the buyer organization, illiterate (IT),

disinterested, disruptive, multiple stakeholders; misperceptions on what

quality is when dealing with IT / consulting service providers and what to

expect from them

Unwillingness to pay for genuine quality

Inhospitable working atmosphere for vendors

Corruption in the buying system (perceived or real)

A general perception that things don’t move in government and the associated

lack of interest displayed by the team from the provider side

Delayed payments for services rendered

Compromises in decision making by the buyer which are below acceptable

levels for the provider.

Lack of credibility / integrity of officials (on both sides) plus coordination

issues.

36. M. Ramchandran has published a research article on “e-Governance in

Municipalities: A Boon” [22]

According to M. Ramchandran the MMP on e-governance in municipalities focuses

on improving the national element of citizen services by defining service levels and

outcomes; facilitating effective interaction between local government, citizens and

other stakeholders; improving the quality of internal operations of the local

government; enhancing transparency and accountability; enhancing citizen interface

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are: -





government






expect from them










issues.








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are: -





government






expect from them










issues.








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and improving service delivery to citizens. The ULB (Urban Local Body) is the first

interface between citizens and the government. Introduction of e-governance in

municipalities will assist them to improve their quality of services and improve

efficiency and transparency through streamlined processes & an information

management system.

The MMP on e-governance in municipalities would be implemented under

JNNURM. The central government’s share would be met out of the earmarked funds

under JNNURM. The funding pattern is the same as for cities/urban agglomerations.

For those cities with four million and above population – the centre and state will

provide grant funding up to 35 percent and 15 percent respectively of the project cost.

50 percent of the project cost will be borne by the ULB. For cities/urban

agglomerations, with a population between one million and four million – the centre

and state will provide grant funding up to 50 percent and 20 percent respectively, of

the project cost. 30 percent of the project cost will be borne by the ULB. The MMP

on municipalities has been launched recently by the Ministry of Urban Development.

The guidelines clearly state that the MMP on e-governance will be implemented at the

municipal level through a business model preferably by PPP.

3.9 Future Prospects for e-governance Implementation

37. Bhatnagar Subhash has published an article on “Impact Assessment of e-

Governance projects: A Benchmark for the future” [6]

Impact assessment of e-governance projects results from an impact assessment study

of three state-level e-governance projects and three national-level projects which were

shared. The study indicated that although almost all the projects had delivered some

benefits to citizens, there were large variations in the performance of computerized

systems across states.

The study was carried out under the overall guidance of a team from IIMA. The DIT

empanelled eleven agencies to undertake field research involving user surveys using

professional staff, and to analyze the data to report on impacts. The purpose of this

study was: to use the results of the study to create a benchmark for service delivery by

future projects to target, to use the results to make mid-course corrections for projects

under implementation and to carry out follow-up studies of successful and not so-

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successful projects that could help enhance the understanding of the key determinants

of the impact on citizens. The researcher studies the impact on citizens/businesses of

three national projects which focused on collection and processing of income tax,

registration of new companies, and issue of passports. It is a comparative analysis of

three state and three national projects from the perspective of their impact on clients

in terms of the key dimensions of cost, quality, governance, and overall satisfaction

reveals.

The results indicate an abysmal state of delivery of services in the existing manual

system in all three types of projects. Users need to make 3-4 trips to government

offices on an average, wait two hours or more on each trip, and pay frequent bribes

(20 percent to 50 percent of all transactions) to get services. Even in a simple service

such as an issue of a copy of a land record, the elapsed time (from submission of

application to receipt of document) averaged five days. For property registration and

drivers’ licenses, the average elapsed time was 32 and 23 days respectively. In some

states, the elapsed time was as high as 2-3 months. Citizens indicated an

overwhelming preference for computerized systems (91 percent in land records; 96

percent in property registration; and 88 percent in transport) when asked to choose

between computerized and manual modes of delivery. Only in the case of land records

in Delhi and transport in the case of West Bengal, an overwhelming majority

preferred the manual system. The preference for computerized service delivery was

evident in specific areas where concrete benefits had accrued. Overall, in all the three

types of services, the number of trips to the offices reduced significantly (by 1-2 trips)

after computerization. Waiting time reduced by 20-40 percent after computerization.

Direct cost savings to citizens averaged around Rs 60-Rs 110 in the three projects

across all states. Impact on bribes is uneven. In land record computerization,

reduction in the payment of bribes is significant. In property registration and

transport, there is hardly any impact on bribery and a large number of users continue

to go through agents to get the service. Among the three projects, land record

computerization seems to have resulted in the most positive impact on citizens.

Computerization reduced the number of trips in almost all the states by one. In the

manual mode, the average number of trips of all users in all the ten states was 3.2

which was reduced to 2. Waiting time reduced by 30 per cent from an average of 130

minutes in the manual mode. Bribes, which earlier had to be paid in nine out of the

ten states, were either eliminated or significantly reduced in five states.

104

In the case of property registration, computerization reduced the number of trips from

an average of 4.0 to 2.3. Elapsed time and waiting time was also reduced significantly

as nearly one hour was shaved off from a 2-hour wait in the manual system.

Significant gains were also reported in the elapsed time. However, the impact of

computerization on the payment of bribes was very marginal.

In transport agencies, computerization reduced the number of trips by 1.0 on an

average across 12 states. There was a marginal impact on waiting time. Half an hour

was reduced from a 2-hour wait in the manual system. Only one of the 12 states

reported a significant impact on bribes. Impact on elapsed time was also marginal.

Overall in the citizens’ perception, Himachal Pradesh (HP), Rajasthan, Uttarakhand,

and Tamil Nadu (TN) ranked high whereas Orissa, Haryana, Madhya Pradesh (MP),

and West Bengal (WB) ranked low, based on a composite score (that rated

improvement on 20 dimensions of service delivery) in all the three types of projects.

The passport project has had virtually no impact. Results of the income tax survey

indicate that while corporate users have benefited in some aspects, individual filers

have not benefited significantly. In the case of MCA21, even users accessing the

services from a public access point reported a saving of nearly one trip. The waiting

time at the service delivery centre during each trip was reduced to 25 minutes in

comparison to 75 minutes in the manual system. The project had a significant positive

impact on corruption with the proportion of bribes having reduced from 20 per cent to

less than 5 per cent in the case of the virtual front office (VFO) and CFC users. Users

reported a significant improvement in both the quality of service and the quality of

governance. Users of the income tax portal reportedly had to make multiple visits to

the income tax office to file their returns. Waiting time was reduced by about one-

third (from 38 minutes to 27 minutes in the case of individual filers and from 26

minutes to 17 minutes in the case of corporate users) besides a significant reduction in

total elapsed time for corporate users from 10 to 6 days. Chartered Accountants (CAs)

filing on behalf of corporations failed to report data on corruption. Individual filers

reported a marginal reduction in bribes. Although individual filers perceived very

little improvement in the quality of service and the quality of governance, corporate

users experienced a significant improvement in both. In the case of passport issuance,

the reduction in the number of trips and waiting time was marginal as only the

submission of the application was partially computerized, leaving most of the back-

end processes in their old inefficient form. Incidence of bribery was high for police

105

verification (as much as 44 percent) and small (a little over 4 percent) in the case of

the passport office, but the impact in both the cases was not significant. Very little or

no improvement in service quality or quality of governance was perceived by

respondents. An overall assessment based on a composite rating suggests that MCA21

has been significantly more successful in terms of the value delivered to the users.

In all the three projects, users preferred the online service, even though composite

scores hardly show any improvement in the income tax and passport offices.

38. Tyshchenko Mariia has published an article on “Problems and Prospects of

Local E-Government in Ukraine” [41]

The use of ICT in local e-government may produce significant benefits. Information

technologies enable the government to conduct its activities in a manner that is more

open and transparent for the population. For the effective working of the electronic

government in Ukraine it is necessary to make decisions on some tasks: create a

reliable internet network and a unique computer-integrated depository of information

that unifies all subsections of the government of Ukraine and provide the grant of

informative services of electronic government in sectors G2B, G2C, and G2G.

Therefore, the development of e-government in Ukraine will serve the creation of a

national strategy for computerization which will embrace areas of economic and

social life which are central to its future growth and development. The comparison of

the main legal texts that influenced the development of e-government in Ukraine and

Poland shows that Polish Acts set up additional horizontal infrastructure programmes

for all sectors of Public Administration and established a common inter-operability

framework for IT systems in the Polish public sector.

39. M.Afanasjev has published article on “e-government projects in Lithuania:

Problems and Prospects” [23]

This article focuses mainly on the Lithuanian government’s project on Information

Society Development Committee (IVPK) under the ordered creation of a ‘public

electronic gates’ which is available online in three locations www.epaslaugos.lt,

www.govonline.lt, www.evaldzia. Lithuania has the widest choice of services to the

citizens. The researcher also believes that the main strength of Lithuania is a well-

developed ICT infrastructure in major cities of the country, extensive use of ICT

among young people, its wide use in mobile communications, well-developed public

www.epaslaugos.lt

www.govonline.lt

www.evaldzia

106

internet access centers in the network and the relatively high level of the business use

of ICT. Meanwhile, the overall low level of ICT use among the population, compared

with the EU indicators, do not cover the information society opportunities among

older, rural and low income citizens. In most cases the system was developed in

cooperation with one or more private companies and was carried out by so-called

public-private cooperation.

The researcher concludes that good practices and strategies are necessary for the

factor analysis of the e-government system concept through the various activities and

programs of reform, such as research, eEurope, IDA, etc. as well as the initiation of

similar processes in the international, national and regional levels.

40. Dwivedi Sanjay Kumar, Bharti Ajay Kumar have published their article on “e-

governance In India – Problems and Acceptability” [12]

Governments and public sector organizations around the world are facing a lot of

pressure to reform their public administration organizations and deliver more efficient

and cost effective services, as well as better information and knowledge to their

stakeholders. e-governance is the effective use of ICT to improve the system of

governance that is in place, and thus provide better services to the citizens. e-

governance is considered a high priority agenda in India. It is considered to be the

only means of taking IT to the common public. According to the researcher

developments in e-governance provide opportunities to harness the power of ICT to

make the business of governance inexpensive, qualitatively responsive, and truly

encompassing.

In this paper, the researchers discuss the basic problems and acceptability of e-

governance in India. In India, due to poor infrastructure, poverty, illiteracy, regional

language dominance and many other reasons it becomes very difficult to provide

government services to the people. Hence e-governance is the key to good governance

for developing countries like India to minimize corruption, provide efficient, effective

and quality services to their citizens.

107

41. Nath Kailash has published his article on “e-governance: Strategy, Policy,

Prescription and Prospect for the ‘Common Man’…A Case Study of

Government of Orissa vis-à-vis India” [27]

The purpose of the paper is to develop e-governance strategy, policy, prescription and

prospects of the government of India vis-à-vis the government of Orissa in making e-

governance accessible to the common person. The author contends that some lessons

have been learnt from the past, and governments at both center and state level are

engaged in serious endeavors in making e-governance ‘system-driven’ rather than

‘unit driven’. In the process, he indicated many pitfalls and explored the prospects of

e-governance in Orissa vis-à-vis India. The message is loud and clear: unless e-

governance concerns itself with the common person’s needs, it is bound to fail in

India. In this research paper the researcher focused on various Orissa e-government

projects. Some of these include Orissa State portal and the official website of the state

government. They currently provide a host of government information, policy &

procedures, tenders & forms, etc. Services such as payment of utility bills, filing of

various kinds of returns, etc. are being added and the aim is to deliver multiple citizen

services through multiple channels like internet, IT kiosks, mobile phones, etc.

Various e-governance projects of Orissa are Bhasa Project, Orissa Telemedicine

Application, Bhulekh, Registration Office Computerization, e-Shish, Treasury

Automation, Computerization of Commercial Tax and Integrated Transport

Management Information System.

Further a majority of the departments have their official websites for providing a

variety of information to the citizens. Modules for receipt of Challans and other

accounting activities have been implemented at 16 districts. Modules for payment of

bills and for payment of pension bills have also been developed and will be soon

implemented. Infrastructure for computerization is complete in all the places and the

system is in operation. The issue of computerized driving licenses has started from

RTO, while the issue and renewal of permits for passenger and goods vehicles are

being computerized. The functions of the road transport authorities are also being

automated. The department plans to introduce smart cards for license and registration

certificates, modernize check gates with e-connectivity and create a consolidated data

bank.

108

3.10 Observation of researcher and usefulness of Review of

Literature

The researcher has benefited from these articles and research paper studies. However

not a single study focuses on the implication of e-governance services. They only

focus on various aspects of e-governance services & their impact on citizens’

satisfaction.

In this research study the researcher has considered 20 aspects that focus on a

citizen’s satisfaction with e-governance services. It also focuses on how by using e-

governance services, they become free from the cumbersome manual system and save

their valuable time, effort and money. By availing e-governance services, they

indirectly contribute to the government’s policy decision and hence in the nation’s

growth. According to the employees’ point of view, implementation of e-governance

services helps them to increase their efficiency. Employees can easily deliver quality

oriented services to satisfy more citizens. The economic aspects focus mainly on the

comparative study of e-governance vs. manual cost of availing e-governance services,

employee’s ease of administration after incorporating e-governance services and

quality of e-governance services.

In addition to above literature, many other articles have been reviewed. Researcher

has defined 20 aspects are shown in the following Table No.3.3, which is further used

for designing questionnaires.

Table No. 3.3: 20 Aspects of e-governance services

Satisfiesmore citizens

No need ofAgents

Helpful attitudeof employees

Less time and effortto avail services

Ease ofadministration

Error freetransactions

Security ofdata is high

Good complainthandling

Adherence tocitizen’s charter

Paperlessoffice

Less waitingtime

Goodlocation

Convenient timeschedule

Lower cost to thecitizen

Lesscorruption

Greatertransparency

Equalopportunity

to all

Morepredictable

outcome

High Clarity andsimplicity of

processes

Singlewindowsystem

For this study the researcher has taken the views of citizens in and around Pune city

and PMC employees.

109

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