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1
A STUDY OF PROBLEMS AND PROSPECTS OF ICT
IN E-GOVERNANCE IN PUBLIC SECTOR
A SYNOPSIS SUBMITTED TO
S.N.D.T WOMEN’S UNIVERSITY, MUMBAI
FOR THE DEGREE OF
DOCTOR OF PHILOSOPHY
IN
MANAGEMENT
BY
JYOTI KHARADE
(MCA, M.Phil.)
UNDER THE GUIDANCE OF
DR. GULNAR SHARMA
(M.A., M.Phil.,M.B.A.,Ph.D)
JANKIDEVI BAJAJ INSTITUTE OF MANAGEMENT STUDIES,
S.N.D.T WOMEN’S UNIVERSITY,
SIR VITHALDAS THACKERSEY VIDYA VIHAR,
JUHU ROAD, SANTACRUZ (WEST),
MUMBAI- 400049
2014
2
Table of Contents
1. Introduction. ........................................................................................................................... 1
2. Statement of research problem..…….………………………………………………………3
3. Significance of the study ........................................................................................................ 5
4.Scope of the study ................................................................................................................... 6
5.Objectives of the study............................................................................................................ 7
6.Hypotheses of the study ......................................................................................................... 8
7.Review of Literature ............................................................................................................... 8
8.Reseach Design and Methodology........................................................................................ 11
8.1 Sampling frame ............................................................................................................... 11
8.2 Limitation of the study .................................................................................................... 15
8.3 Chapter Scheme .............................................................................................................. 16
9.Analysis of the Data .............................................................................................................. 17
10.Testing of the Hypotheses ................................................................................................... 18
11.Findings............................................................................................................................... 30
12.Conclusion .......................................................................................................................... 38
13.Suggesstions ........................................................................................................................ 40
14.Future scope ........................................................................................................................ 41
Annexures
References
Bibliography
1
A Study of Problems and Prospects of ICT in e-Governance in Public
Sector
1. Introduction
Information and Communication Technology (ICT) is rapidly changing the society and the
mode of governance in the 21st century. Information and Communications Technology (ICT)
in simple terms can be defined as the basket of technologies, which assist or support in
storage, processing of Data /Information, or in dissemination /communication of Data
/Information, or both. ICT thus includes technologies such as desktop and laptop computers,
software, peripherals and connection to the Internet that are intended to fulfill information
processing and communication functions. ICT is thus used as an umbrella term that includes
any communication device or application, encompassing radio, television, cellular phones,
computer and network hardware and software, satellite systems and so on, as well as the
various services and applications associated with them, such as videoconferencing and
distance learning.
Information communication technology (ICT) has been used in business and administration
processes since early 1970s, when mass deployment of computers started. The introduction of
the internet in 1980s, further increased ICT’s role in business and in society. According to
Heeks (2002a) Information Communication Technologies (ICT) can be defined as
“Electronic means of capturing, processing, storing and communicating information. ICT
may be computer hardware, software and networks. They also include intermediate
technologies like radio and television, literate technologies like books and newspapers and
organic technologies based on human body like brain and sound waves”. But the pace of
technological development is still very fast, leading to the continuation of the ICT
transformation. Thus, the continuity of technological changes as well as the constant and fast
improvement of the quality of ICT products stimulates further development and diffusion of
ICT. Empirical analysis also reveals a multidimensional influence of ICT on economies and
societies. In addition, ICT contributes significantly to the economic growth, productivity and
efficiency, therefore, national and international interests encourage its introduction and
acceptance into all segments of business, social and everyday environment.
The concept of governance is quite old and has been in existence for more than
centuries. After achieving independence (Swa-raj) the father of the Nation, Mahatma Gandhi
2
stressed the need for ‘Su-raj’ referring to good governance as the need of the country.
According to Kettl (2002), “Governance is a way of describing the links between government
and its broader environment - political, social, and administrative”. The application of
electronic links means the interaction between government and citizens and government and
businesses, as well as in internal government operations to simplify and improve democratic,
government and business aspects of Governance. In a democratic country like India, the
responsibility for governance lies basically with the elected bodies and is performed through
the executive machinery. The elected bodies together with the executive machinery may be
termed as Government. Rules and procedures for working in offices have been well
established and have to be followed by all officers and staff under this machinery.
Government is an institutional superstructure that society uses to translate politics into
policies and legislation. Governance is the outcome of the interaction of government, the
public service, and citizens throughout the political process, policy development, program
design, and service delivery.
With the advent of ICTs, governments the world over are engaged in public sector reforms to
aid improved service delivery. The concept of “public sector” refers to government
departments and agencies that are staffed by public employees. The concept is used in
contradistinction with “private sector”, which generally refers to organizations or business
enterprises whose activities are almost wholly financed through private shareholding or
equity. The public sector usually encompasses the core civil service, state corporations and
public corporations that are largely financed by the taxpayer. The government, as the service
provider, is defined as any public service organisation at the local, state/provincial or national
level (Accenture, 2010). Most of the existing literature refers to four types of e-government
interactions (Seifert and Petersen, 2002; Evans and Yen, 2005; Siau and Long, 2005)
1. Government to Government (G2G)
2. Government to Citizen (G2C)
3. Government to Business (G2B)
4. Government to Employee (G2E)
The composition of the public sector varies by country, but in most nations it includes such
services as the police, military, public roads, public transport, primary education and
healthcare. The public sector reforms are taking place in governments the world over to
enhance service delivery. Such reforms include e-Governance.
3
Governments today are expected to, and do play a key role in the convergence of industrial
society to information society. According to McClure, D.L. (2000), “Electronic government
refers to government’s use of technology, particularly web-based internet applications to
enhance the access to and delivery of government information and service to citizens,
business partners, employees, other agencies, and government entities”. According to Jaeger,
P.T. and Tompson, K.M. (2004), “e-Government” is the provision of government information
through the internet to citizens and businesses and among government agencies. Apart from
determining policy and regulatory structure, governments deliver information and services,
online, using ICTs. e-Government is widely hailed as government that is more open and
inclusive of its citizens and government that is more efficient and effective.
“e-Governance” is the public sector’s use of information and communication technologies
with the aim of improving information and service delivery, encouraging citizen participation
in the decision-making process and making government more accountable, transparent and
effective. According to EzGov, (2000), “e-Governance is a way for governments to use the
new technologies to provide people with more convenient access to government information
and services, to improve the quality of the services and to provide greater opportunities to
participate in democratic institutions and process”. e-Governance involves new styles of
leadership, new ways of debating and deciding policy and investment, new ways of accessing
education, new ways of listening to citizens and new ways of organizing and delivering
information and services. e-Governance is generally considered as a wider concept than e-
Government, since it can bring about a change in the way citizens relate to governments and
to each other. e-Governance can bring forth new concepts of citizenship, both in terms of
citizen needs and responsibilities. Its objective is to engage, enable and empower the citizen.
Today e-Governance is no more a buzzword but a reality as countries all over the worldwide
have shown interest in harnessing governance with state-of-the-art information and
communication technology (ICT), in order to foster better governance.
2. Statement of Research Problem
In today’s IT world, technology is moving very fast and due to the competitive
environment the mindset of the citizens is changing equally fast. Citizens seek more
convenience, lower cost and time expenditures, and freedom from cumbersome and
problematic procedures. Also they are more conscious about their rights. The citizens are also
4
more open to accepting new mechanisms that deliver the maximum benefit to them. Citizens
increasingly expect the same level of services from the government as they get from other
private sector organizations.
e-Governance, meaning ‘electronic governance’ is using information and
communication technologies (ICTs) at various levels of the government and the public sector
and beyond, for the purpose of enhancing governance. Governments all over the world are
increasingly becoming aware of the tremendous potential of the rapidly developing ICT
sectors. Many countries around the world have been successfully using e-Government tactics
in delivering citizen services, feedback mechanisms, and there are greater levels of
transparency and efficiency in the transactions and levels of satisfaction among the citizens.
The Government of India kick started the use of IT in the government in the right earnest by
launching number of initiatives. First the Government approved the National e-Governance
Action Plan for implementation during the year 2003-2007.
The current level of expenditure on public services do not produce the desired level of
efficiency and effectiveness due to wastage, delays, mismanagement and poor organization
and management skills. Majority of ICT based initiatives end in total failure of a system that
never works; partial failure in which the major goals are unattained or in which there are
significant undesirable outcomes. Despite the failure of e-Government projects, developing
countries are also facing a lot of challenges such as lack of a proper ICT infrastructure, lack
of awareness about available e-Government services and a lack of citizens’ trust in the
government as well as the internet, which are basis for e-Governance project failure.
Citizens’ perception also plays a vital role in the adoption of e-Governance services.
However, there is still a dearth of empirical studies that investigate intention to use,
continuance intention to use, and citizens’ satisfaction with e-Government services.
Evidence from both theoretical and empirical studies reveals that ICTs and new media
technologies have become inevitable in e-Governance. But the motivation for adopting e-
Governance in developing countries like India is quite different from that in developed
countries.
The research is related to study of problems and prospects of ICT in e-Governance in
selected public sector organizations implementing G2C e-Governance project in Pune
Division. Problems are faced by citizens while using ICT based e-Governance services and
also by the public sector organizations while developing and implementing the e-Governance
5
project. Researcher would like to find out micro perspective of the problems of ICT in e-
Governance projects in public sector organizations to suggest solution also to better
understand the citizens’ problems and perspectives so that e-Governance project can be more
acceptable and public sector organizations can provide citizen centric, effective and efficient
services. New ICT opportunities and achievements are constantly emerging, which needs to
be adopted rapidly for effective results in e-Governance.
Keeping this in view, the study was undertaken, titled as A Study of Problems and
Prospects of ICT in e-Governance in Public Sector.
The title signifies study of the present status of ICT in selected e-Governance projects
implemented at national, state and local level with reference to Pune Division, drivers and
barriers for ICT based e-Governance by the public sector organizations, ICT use, e-
Governance awareness, use of e-Services, perception about e-Governance services amongst
the citizens, and problems faced in the use of e-Governance by the citizens and to identify
prospects of ICT in selected G2C e-Governance projects.
3. Significance of the study
Traditionally, the interaction between a citizens and the government took place in the
government office. It is now being realized around the world that more comfort and greater
convenience can be given to the citizens by taking the benefits of good governance to the
citizen’s doorstep by utilizing the new developments in ICT. Transparency and
accountability, an absence of corruption, a growth in revenue and a reduction in cost are the
visible features of good governance. It is in this context that the concept of e-Governance has
emerged. e-Governance allows citizens to communicate with the government as well as each
other and thus participate in government policy making.
The researcher wants to study how the implementation of e-Governance is useful for
citizens to directly interact with government. By using e-Governance services, how citizens
can save their time, cost and effort by availing many services. The study is unique in a
number of ways (i) firstly; it focuses on the present status of G2C e-Governance Projects at
National, State and Local level. (ii) Secondly, it helps to understand if the Citizen’
characteristics like area, age, gender, education, occupation, location and income play any
role while interacting with Government electronically.(iii) The mode of ICT delivery
channels used by citizens to interact with Government to avail e-Services. (iv) The study
6
examines the awareness and perception of citizens’ about G2C e-Governance Project and e-
Services. (v) The study will help understand use of e-Services in selected G2C e-Governance
projects. (vi)The study will help determine problems in using the e-Governance services by
the citizens. (vii) It examines role of ICT in e-Governance to deliver service with respect to
easy to use, time and cost effective, reliable, and transparent parameters. (viii)The study will
help understand problems encountered in project implementation faced by public sector
organizations that implements e-Governance Project. (ix) The study will help determine
barriers and drivers in adoption of ICT based e-Governance by the public sector
organizations. The study contributes to increase literature in the field.
Citizen Centric e-Governance projects were undertaken only during the last few years
at national, state and local level in India. Hence they have yet to be stabilized. As a result,
such e-Governance research work is yet new in the field.
4. Scope of the study
The present study is confined to selected G2C e-Governance projects implemented by
public sector organizations at national, state and local level with special reference to Pune
Division of Maharashtra State.
The Indian state of Maharashtra came into existence on May 1, 1960, initially with 28
districts. There are currently the 35 districts in the state. Maharashtra’s topography is diverse.
It is classified into five broad regional groups, historically evolved as socio-cultural units,
Vidarbhan, Marathwada, Khandesh and Northern Maharashtra, Desh or Western Maharashtra
and Konkan region. Geographically, historically and according to political sentiments,
Maharashtra has five main regions.
1. Vidarbha Region - (Nagpur and Amravati Divisions)
2. Marathwada Region - (Aurangabad Division)
3. Khandesh and Northern Maharashtra Region - (Nashik Division)
4. Desh or Western Maharashtra Region - (Pune Division)
5. Konkan - (Mumbai Division)
These regions are divided into six revenue divisions for administrative purposes. The 35
districts are divided amongst these divisions. These districts are grouped into six
administrative divisions, Nagpur, Amravati, Aurangabad, Nashik, Pune and Mumbai
Division. Pune division has five districts, Pune, Sangli, Solapur, Kolhapur and Satara.
7
The G2C e-Governance projects studied are Income Tax Project and Passport Seva
Project at National level, Rojgarwahini Project and AGMARKNET Project at State level and
e-Governance projects implemented at local level by Municipal Corporations at Pune, Sangli,
Solapur, Kolhapur and Municipal Council at Satara. The scope of the research is limited to
1. Citizens
Urban area citizens from Pune, Sangli, Solapur, Kolhapur and Satara city.
Rural area citizens from Ambegaon (Budruk), Wategaon, Bhalawani,
Waliwade and soangaon villages.
2. Officials/ IT Heads in Public sector organizations implemting G2C e-Governance
projects in Pune Division.
3. G2C e-Governance projects under study implemented by public sector organizations
in Pune Division.
e-Governance projects will be studied on the magnitude of its problems and prospects
related to ICT in e-Governance faced by citizens and public sector organizations. During the
course of the study the researcher has focused on the study of the implementation of e-
Governance project by the public sector organizations. To examine the problems faced by
citizens different demographics features of citizens were studies. The researcher has also
done the comparative study between rural and urban area citizens for ICT use, perception
about e-Governance projects, use of e-Services and problems in ICT based e-Governance.
The satisfaction score of citizens about the e-Governance services were also studied on
different performance parameters. Drivers and barriers in e-Governance service as perceived
by officials and IT heads in public sector organizations under study were studied.
5. Objectives of the study
The objectives of the research study are as follows:
1. To study the awareness of citizens about e-Governance services implemented by the
Public sector organizations.
2. To study the present status and prospects of Information and Communication
Technology (ICT) implementation for the selected e-Governance projects in the public
sector organizations and status of ICT use amongst the citizens in Pune Division.
8
3. To identify the problems in use of e-Governance faced by the citizens in Pune Division
according to age, area, gender, education, occupation and income.
4. To identify Citizens’ e-Governance use in selected G2C e-Governance projects and their
perception about overall e-Governance projects.
5. To examine the drivers and barriers in use of e-Governance for public sector
organizations.
6. Hypotheses of the Study
In consistent with the objectives, following hypotheses were formed and tested by the
researcher:
1. Perceived factors as barrier and driver for ICT based e-Governance are different for
National, State and Local level e-Governance Project.
2. Drivers are more than Barriers for e-Governance project implemented by the public
sector organizations.
3. Perception about e-Filling of income tax service for income tax e-Governance project is
same amongst urban and rural citizens in terms of less time required, cost effective,
reliability and transparency performance parameters.
4. Various e-Governance services like accessing information, performing online
transactions and posting grievances or feedback are used almost to the same extent by the
citizens in urban and rural area.
5. Perception about the application for fresh passport e-Governance service amongst urban
and rural citizens is same in terms of less time required, cost effective, reliability and
transparency performance parameters.
7. Review of Literature
Researcher found numerous research studies pertaining to implementation of e-Governance
services. The researcher has done a literature review on various aspects of e-Governance like
e-Governance initiatives in India and Maharashtra, impact assessment of e-Governance
services on citizens, a citizens’ perspective of availing e-Governance services, comparative
study of e-Governance vs. manual services and future prospects for e-Governance
implementation. Literature indicates that the main focus has been given to different sectors or
dimensions related to e-Government service delivery, such as Government to Government
9
(G2G), Government to Business (G2B), Government to Employee (G2E), and Government to
Citizen (G2C).
Most of the studies reveal citizens are satisfied with e-Governance service as they
become free from the manual system and save their valuable time, effort and money. Some
study reveals how implementation of e-Governance helps public sector organizations to
increase their efficiency by delivering quality services to satisfy more citizens.
The majority of ICT based initiatives end in total failure of a system that never works;
partial failure in which the major goals are unattained or in which there are significant
undesirable outcomes. Majority of them appear to be heavily technology-centric, adopted
from the environment of developed countries and thus fail to assure rural development in
developing countries such as India. Heeks, (2003) brought to attention the high failure rate of
e-Government projects. His working estimates that 35 percent of e-Government projects in
developing/transitional countries were total failures, 50 percent were partial failures and 15
percent were successes.
Citizens in developing countries are far behind in adoption of ICT. In a series of
empirical research studies, by Nair, M. and Kuppusamy, M. (2004) and Nair, M.,
Kuppusamy, M. and Davison, R. (2005) highlighted the existence of ICT diffusion disparity
between developed and developing countries. The penetration of and access to ICTs is higher
in developed countries than in developing countries like India. Despite the failure of e-
Government projects, developing countries are also facing a lot of challenges such as lack of
a proper ICT infrastructure, lack of awareness about available e-Government services and a
lack of citizens’ trust in the government as well as the internet, which are basis for e-
Governance project failure. Citizens’ perception also plays a vital role in the adoption of e-
Governance services.
According to Sang, S., Lee, J.-D. and Lee, J. (2010), Lack of awareness, lack of
marketing by the government organizations, traditional mindset etc are some of the factors
attributed to low use of portals. The key problem associated with the high failure rate of e-
Government projects is the lack of awareness about the potential factors that may help
citizens to adopt e-Government services.
There are differences in the adoption and implementation of e-Government within several
government organisations at a national and international level (Heeks, 2002b; Moon, 2002).
10
These differences can be attributed to the individual organisational requirements,
circumstances, readiness, structure, size and cultures (Lam, 2005).
Surendra Kapoor, Prabhu Gollamudi, Nityesh Bhatt, (2010) in his book titled
Widening e-Governance Canvas, covers selected e-Governance Initiatives in India. The book
not only includes six invited papers on the theme of Widening e-Governance Canvas but also
narrates various e-Governance success stories, which are classified into six categories namely
state-level e-Governance initiatives, department level e-Governance initiatives, district-level
e-Governance initiatives, G2C e-Governance initiatives, G2G and G2B e-Governance
initiatives, and e-Governance success stories of sustainability.
J.Satayanarayana, (2004), in his book titled e-GOVERNMENT: The Science of the
possible has considered e-Government from several perspectives from role and benefits of e-
Government till managing e-government. Entire aspects of e-government are covered in the
twelve chapters.
Mrs Swati Prakash Sardesai, (2008), in her Ph.D. thesis titled Study of Citizen Centric
e-Governance Projects in Maharashtra, submitted to University of Pune derive a set of
parameters to ensure e-Governance ICT projects are successful, implementable, usable,
transparent, time effective, affordable and accurate from citizens’ point of view. The research
is based substantially on 3 major Citizen Centric e-Governance projects (CCEG) projects
implemented in Maharashtra.
Hassan, H. S. H, (2011), in her Ph.D. thesis titled An investigation of e-services in
developing countries : the case of e-Government in Egypt, examines e-Government service
projects and provides insights and learning into how to successfully develop and implement
these projects within a developing country, specifically Egypt. The aim of this research is to
develop a robust framework to support an efficient e-Government system focusing on the
case of Egypt. This is achieved by investigating selected completed and on-going successful
initiatives and focusing on the barriers to, and the enablers of, these initiatives. As a result,
the nature of successful e-Governmental services initiatives is determined, and solutions to
the possible emerging barriers and challenges are developed.
Literature review of books, Ph. D. thesis, published research articles in journals and
published proceedings of conference papers and reports published by the public sector
organizations are further used for designing the questionnaires for the research.
11
8. Research design and methodology
Research designs have a critical and directive role to play in the research process.
Research design is the specific framework that has been created to seek answers to the
research problem. According to Kerlinger (1995), ‘A Research Plan, structure and strategy of
investigation so conceived as to obtain answer to research questions and problems. The
research is inferential descriptive in nature. Researcher has used survey based and case study
based research to carry out this research. The study was organized as two independent but
related investigations. Part 1 was the case study to bring out a rich historical account of
public sector organizations ICT transformation in e-Governance, while Part 2 was survey
based where data was collected from citizens from Pune Division and officials and IT Head
from public sector organizations. Two levels of analysis were done as descriptive level for
data summarization; collation and organization that resulted in case study descriptions and
analytical level for theoretical reflection and interpretations. Chapter 4 titled e-Governance
projects: case study presents the conduct of the descriptive level analysis and the analytical
level separately in Chapter 5 titled Data analysis and findings.
8.1 Sampling Frame
The method used for selection of sample is stratified sampling method in which sample units
are divided into five districts. Each district is divided into urban and rural area. More details
are presented in Table No.1.
Table No. 1:
Sample Frame
1 Sampling Technique Stratified and convenience sampling.
2 Population e-Governance Projects at National, State and local
level.
Public sector Employees.
Citizens’ in Pune Divison.
3 Type of Population Finite Population.
4 Analysis Unit Selected G2C e-Governance Project implemented
by Public Sector organizations at National, State and
Local level in Pune Division.
Public sector official, IT Head.
12
Citizens’ from urban and rural area in Pune
Division.
5 Sampling Frame G2C e-Governance projects like Income Tax and
Passport Seva from National Level, Rojgarwahini
and AGMARKNET from State level and e-
Governance project at Municipal Corporation/
Council at local level.
Officials, IT Head in Public sector organization.
Rural and Urban Citizens from five districts in Pune
Division.
6 Sample Size Nine G2C e-Governance Projects.
25 Public Sector Organizations.
2000 Citizens.
60 officials/ IT Head.
7 Parameter of Interest Status, problems and prospects in ICT in selected G2C e-
Governance Projects in Public Sector organization and
Citizens in Pune Division.
The scope of research is limited; the survey is undertaken by obtaining a stratified
sample and convenience sample. The description of the research methodology required for
the process of obtaining a sample as well as the nature and size of sample should be
adequately explained. Stratified sampling techniques involves the selection of respondents
from particular strata based on the important characteristics under study such as age, gender,
education, occupation, income and area they live either rural or urban area related to the
research problem etc.
Data from sample unit have been collected of last two years i.e. 2010-2011 and 2011-
2012. The researcher has selected three samples and collected data from them. The first
sample consists of 2000 citizens of Pune Division from urban and rural area. The second
sample has 60 officials/ IT head from public sector organizations under study and the third
sample consist of 25 public sector organizations implementing G2C e-Governance project at
national, state and local level. Table No.2 shows details about sample selection.
13
Table No. 2:
Selection of Sample
Sample
No.
Constituents Sample Area Number
(N)
1 Citizens Pune District Urban Area Pune City 200
Rural Area Ambegaon
Budruk
200
Sangli District Urban Area Sangli City 200
Rural Area Wategaon 200
Solapur District Urban Area Solapur City 200
Rural Area Bhaliwani 200
Kolhapur District Urban Area Kolhapur City 200
Rural Area Valiwade 200
Satara District Urban Area Satara City 200
Rural Area Saongaon 200
2 Officials / IT
Head in
Public sector
organization
National level 20
State level 20
Local level 20
3 Public sector
organizations
National level 10
State level 10
Local level 5
The case study research method is as an empirical enquiry that investigates a contemporary
phenomenon within its real-life context; when the boundaries between phenomenon and
context are not clearly evident; and in which multiple sources of evidence are used. Steps to
use case study research methodology are as follows.
1. Determine and define the research questions.
2. Select the cases and determine data gathering and analysis techniques.
3. Prepare to collect the data.
4. Collect data in the field.
5. Evaluate and analyze the data.
A key strength of the case study method involves use of multiple sources and
techniques in the data gathering process. The researcher can determine in advance what
evidence to gather and what analysis techniques to use with the data to answer the research
questions. Data gathered is normally largely qualitative, but it may also be quantitative. Tools
14
to collect data include surveys, interviews, documentation review, observation, and even the
collection of physical artifacts.
In the present research, nine different case studies related to e-Governance Mission Mode
Projects of G2C type implemented at National, State and Local level are studied. It may be
mentioned that e-Governance projects involve access to confidential and sensitive
information and procedures. It is not easy to obtain information. The researcher has been
fortunate to have been able to study nine different projects, viz.
1. Passport Seva Project (PSP)
2. Income Tax Project
3. AGMARKNET Project
4. Rojgarwahini Project
5. Pune Municipal Corporation e-Governance Project
6. Sangli Miraj Kupwad Municipal Corporation e-Governance Project
7. Solapur Municipal Corporation e-Governance Project
8. Kolhapur Municipal Corporation e-Governance Project
9. Satara Municipal Council e-Governance Project
Above e-Governance projects have used different method for implementation, have different
success factors, citizens from different social strata.
Case study methodology is used at apex level but within each case following research
methodology has been used.
a. Exploratory Study was conducted by visiting the public sector organizations.
The purpose of exploratory study was to get a reasonable understanding of the
system and to identify citizens and other stakeholders with their roles in the
system. Project objectives were short-listed separately for citizens and
officials / IT Head in public sector organizations.
b. Detailed study was carried out using separate questionnaires for the citizens
and Officials/ IT Head in Public sector organization. Interviews were
conducted of officials and IT heads of public sector organizations.
15
c. Document study covering available project documents, websites, published
literature, project manuals, project presentations etc. was carried out.
The selection of the G2C e-Governance projects is based on the following criteria:
1. The project must be delivering definite G2C services.
2. Implementation of the project must be more that 1 year old.
3. The project must cover at least 25 percent identified end user population and deliver
services from multiple locations.
Primary data is collected by using the survey method. The secondary data utilizes already
available information both published as well as unpublished. Various sources like journals,
government reports, Ph.D. Thesis, books, magazines, and internet are explored to collect
secondary data and same has been used to support the objectives and hypotheses whenever it
needed.
Researcher selected Pune Division for study because Western Maharashtra is considered as
the heartland of Maharashtrian culture and this is prosperous belt contributing to growth of
Maharashtra. It covers five districts like Pune, Sangli, Solapur, Kolhapur and Satara which
are contributing to the economic growth of the state. Researcher found it convenient for data
collection as area is familiar.
Various measures of central tendency (mean, mode, median) and measures of dispersion
(standard deviation) are used appropriately. For measuring reliability of the instrument
researcher used Cronbach's Alpha Reliability test. Statistical techniques such as averages,
percentages comparison and cross-tabulation were used. Statistical tests like t-test, Chi-square
test, regression, correlation, ANOVA are applied. Researcher has used Statistical Package for
the Social Science (SPSS) to test the hypothesis and analysis of the data.
8.2 Limitation of the study
1. Due to difficulties in getting authentic statistical data and certain confidential
information from different authorities from the public sector organizations; researcher
has also used secondary data wherever required.
2. Due to limitation of time in obtaining data from general public the research work has
been restricted to geographical area covering one rural and one urban area from the
five districts in Pune Division. A study covering more urban and rural areas in
Maharashtra state would be more useful, informative and illuminating to the
16
Government and public sector organizations for a successful implementation of e-
Governance.
8.3 Chapter Scheme
A brief outline of the chapters in which present study is articulated is shown in Table No. 3.
Table No. 3:
Chapter Scheme for the Thesis
Chapter No. Name of chapter
1 Introduction
2 Review of Literature
3 Research Methodology
4 e-Governance projects: Case study
5 Data analysis and findings
6 Conclusion and future scope
Chapter 1: Introduction
This chapter provides introduction to Information Communication Technology (ICT), ICT
and governance, overview of ICT sector, ICT indicators and e-Governance in India,
classification based on stages of e-Government, factors influencing use of e-Government, e-
Governance in India and challenges in its implementation. It also includes need for the study,
benefit of the study, statement of research problem, objective, hypotheses, scope and
limitation of the study.
Chapter 2: Review of Literature
This chapter covers brief review of referred books, Ph. D. thesis, journal articles and
conference proceedings, Government reports, articles published in newspaper pertaining to
ICT implementation, e-Governance projects in India and abroad, ICT sector in India, analysis
e-Governance projects, problems faced in e-Governance projects, ICT implementation in
various public sector departments etc.
Chapter 3: Research Methodology
17
This chapter provides information related to research design, scope of the study, research
methodology and statistical tools used for analysis and hypotheses testing methods.
Chapter 4: e-Governance projects: Case Study
This chapter provides case study of Passport Seva Project Project (PSP) and Income Tax e-
Governance Project implemented at national level, AGMARKNET and Rojgarwahini e-
Governance Project implemented at state level and e-Governance projects implemented at
Pune Municipal Corporation, Sangli Miraj Kupwad Municipal Corporation, Solapur
Municipal Corporation, Kolhapur Municipal Corporation and Satara Municipal Council
implemented at local level. Growth model analysis of G2C e-Governance projects is
presented.
Chapter 5: Data Analysis and Findings
In this chapter, an attempt has been made to analyze present status of ICT in public sector
organizations and amongst the citizens, problems and prospects in ICT faced by public sector
organizations and citizens in Pune Division. The primary and secondary data is tabulated and
different statistical tools are used viz. percentage, mean, standard deviation, Chi-square test,
T test etc. Chapter also summarizes the findings.
Chapter 6: Conclusion and Future scope
Chapter summarize, conclusion drawn, suggestions and scope for further research.
References and bibliography have been given at the end of the thesis.
9. Analysis of the Data
The fifth chapter analyzes the data obtained from citizens in urban and rural area, officials/ IT
Head from public sector organizations and G2C e-Governance project at national, state and
local level in Pune Division.
The analysis is carried out under various titles presented as under:
1. Profiling Citizens with respect to age, gender, area, education, occupation and
income
2. Awareness of citizens regarding e-Governance Services and media for awareness
18
This data supports the First objective of the study.
3. Citizens Use of ICT
This data supports the Second objective of the study.
4. Present status of ICT in e-Governance Projects
This information supports the Second objective of the study.
5. Problems in use of e-Governance faced by the citizens
This information supports the Third objective of the study.
6. Usage of e-Governance Services by citizens
This information supports the Fourth objective of the study.
7. Citizen’s e-Governance use, perception and overall satisfaction for G2C e-
Governance services
This information supports the Fourth objective of the study.
8. Factors influencing citizens’ to use e-Governance services
This information supports the Fourth objective of the study.
9. Comparative Analysis of e-Governance Services with respect to easy to use, less
time required, cost effective, reliable service and transparent service parameters
This information supports the Fourth objective of the study.
10. Problems, drivers and barriers in use of e-Governance by the Public sector
organizations
This information supports the Fifth objective of the study.
10. Testing of Hypotheses
Hypotheses were tested using statistical tools.
Hypothesis I – Perceived factors that are barrier and driver for ICT based e-
Governance are different at National, state and local level
Test Statistic: – Chi-square test is applied at 5% level of significance.
To study the perceived factors that are barriers or drivers for ICT based e-Governance, fifteen
parameters such as Internal political desire, Overall vision and strategy, Efficient project
management, Telecom policy, Promulgation of security policy and guidelines and
enforcement of the same, ICT policy, Designing and steering the suitable partnership model,
Availability of funds, Business Process Reengineering, Availability of ICT professional
skills, Affordable and well spread electronic service delivery channels, e-Governance project
19
documentation, Maintenance of e-Governance project, Citizens demand for ICT based e-
Governance and Competencies among the officials were considered.
To test the first hypothesis about association between barriers and drivers and level of e-
Governance project following null hypothesis is designed.
H01: There is no association between barriers and drivers for ICT based e-Governance and
level of e-Governance project.
H11: There is association between barriers and drivers for ICT based e-Governance and level
of e-Governance project.
Table No.4 shows the perception of the officials from Public sector organizations at National,
State and Local level about barriers and drivers for ICT based e-Governance.
Table No.4:
Drivers and Barriers for ICT based e-Governance
Factors National level State level Local level
Barrier Driver Barrier Driver Barrier Driver
Percentage Percentage Percentage Percentage Percentage Percentage
Internal political
desire
0 100 0 100 15 85
Overall vision and
strategy
0 100 0 100 0 100
Efficient project
management
30 70 0 100 0 100
Telecom policy 0 100 30 70 60 40
Promulgation of
security policy and
guidelines and
enforcement of the
same
100 0 100 0 0 100
ICT policy
100 0 65 35 0 100
Designing and
steering the suitable
partnership model
100 0 100 0 100 0
Availability of funds 100 0 0 100 85 15
20
Factors National level State level Local level
Barrier Driver Barrier Barrier Driver Barrier
Percentage Percentage Percentage Percentage Percentage Percentage
Business Process
Reengineering
100 0 100 0 100 0
Availability of ICT
professional skills
0 100 0 100 0 100
Affordable and well
spread electronic
service delivery
channels
0 100 100 0 70 30
e-Governance project
documentation
0 100 0 100 100 0
Maintenance of e-
Governance project
100 0 100 0 100 0
Citizens demand for
ICT based e-
Governance
0 100 0 100 0 100
Competencies among
the officials
0 100 0 100 100 0
Total No. of
Respondents (N)
20 20 20
The barriers and drivers are complementary to each other. To study the perceived factors as
barriers and drivers they are categorized into 5 groups as show in Table No. 5 and Table No.6.
Table No. 5:
Perception of Barrier
Barrier Total
(N) 5 6 7 8 9
Level
Local 0 3 11 3 3 20
National 0 14 6 0 0 20
State 7 7 6 0 0 20
Total 7 24 23 3 3 60
21
Table No. 6:
Perception of Driver
Driver Total
(N) 6 7 8 9 10
Level
Local 3 3 11 3 0 20
National 0 0 6 14 0 20
State 0 0 6 7 7 20
Total 3 3 23 24 7 60
The bivariate frequency distribution table is obtained and presented in the Table No. 7.
Table No. 7:
Distribution of No. officials according to driver and level of e-Governance project
Driver Total
(N) 6 7 8 9 10
Level
National
Count 0 0 6 14 0 20
Expected
Count 1 1 7 8 2 20
State
Count 0 0 6 7 7 20
Expected
Count 1 1 7 8 2 20
Local
Count 3 3 11 3 0 20
Expected
Count 1 1 7 8 2 20
Total
Count 3 3 23 24 7 60
Expected
Count 3 3 23 24 7 60
It is seen from above table that the actual count for driver is greater than the expected count at
national level, state level and local level. To test whether the drivers and barriers have
association with the level of e-Governance project Chi-Square test is applied as shown in
Table No. 8.
22
Table No. 8:
Chi-Square Tests to test for association of drivers and barriers with the level of e-
Governance project
Chi-Square Tests
Pearson Chi-Square Value df p-value
35.924 8 0.000
As the p-value is less than 0.05 the Chi square test is rejected. Hence Null hypothesis is
rejected. Hence it can be concluded that there is association between barriers and drivers for
ICT based e-Governance and level of e-Governance project.
Hence it can be concluded that Perceived factors as Barrier and Driver for ICT based e-
Governance are different for National, State and Local level e-Governance Project.
Hypothesis II – Drivers are more than barriers for e-Governance project implemented
by the public sector organization
Test Statistic: – t-test used with 5% significance level.
To test the hypothesis about association between Drivers and Barriers for e-Governance
projects following null hypothesis is designed.
H02: Drivers are not more than Barriers for e-Governance project implemented by the Public
Sector Organizations.
H12: Drivers are more than Barriers for e-Governance project implemented by the Public
Sector Organizations
To test the hypothesis the difference between mean score of Barriers and Drivers is tested
using pair t-test as show in Table No. 9 and Table No. 10.
Table No. 9:
Paired t-Test
t-Test Mean N Std. Deviation Std. Error Mean
Pair 1 Barrier 6.5167 60 0.94764 0.12234
Driver 8.4833 60 0.94764 0.12234
23
Table No. 10:
Paired t-Test
Paired Samples Test Paired Differences t df Sig.
(2-tailed) Mean Std.
Deviation
Std. Error
Mean
Pair 1 Barrier
Driver -1.96667 1.89528 0.24468 -8.038 59 0.000
Above table indicate that there is significant difference in mean score of barrier and driver.
The p-value of t-test is less than 0.05. The test is rejected. Hence Null hypothesis is rejected.
Hence the hypothesis Drivers is more than barriers for e-Governance project
implemented by the public sector organizations. is accepted.
Hypotheses III – Perception about e-Filling of income tax service for income tax e-
Governance project is same amongst urban and rural citizens in terms of less time
required, cost effective, reliable service and transparent service performance
parameters.
Test Statistic: – t- test used with 5% significance level.
To study the perception of citizens about use of e-Filling of income tax return e-Governance
service, information is collected through questionnaire. Response to Question No 6 (2)(f) 1 to
5 provide the information which is rated as under.
Poor service = 1
Average = 2
Good = 3
Very good = 4
Outstanding = 5
To understand mean satisfaction score of e-filling of income tax return service following
formula is used.
Mean percentage satisfaction = Total score of all five questions
---------------------------------------- * 100
Maximum score of five questions
24
Using formula as mentioned above mean satisfaction score and standard deviation of scores
are calculated and presented in the Table No. 11.
Table No. 11:
Descriptive Statistics of perception about e-filling of Income Tax e-Governance service
Performance factor N Minimum Maximum Mean Std. Deviation
Easy to use 294 40 100 87.62 11.41
Less Time 294 40 100 92.86 10.55
Cost Effective 294 40 100 88.44 11.55
Reliable services 294 40 100 93.33 9.59
Transparent services 294 40 100 89.25 10.12
Above table indicate that among citizens using e-Filling income tax return maximum
satisfaction is for ‘reliable service’. Citizens are also highly satisfied for service for ‘less time
required’. Followed by this citizens are satisfied for service for ‘transparent services’, then
‘cost effective’ and then ‘easy to use’.
To test the hypothesis following null hypothesis is designed.
H03: There is no significant difference between perception score of rural and perception score
of urban for e-Filling of income tax service for income tax e-Governance project.
H13: There is significant difference between perception score of rural and perception score
of urban for e-Filling of income tax service for income tax e-Governance project.
For testing the hypothesis various performance parameters were considered like easy to use,
less time required, cost effective, reliable service and transparent service. This hypothesis has
been tested by using t-test as shown in Table No. 11.
25
Table No. 11:
T-test for e-Filing of Income Tax e-Governance service
Performance
Factor
e-Filling of Income Tax e-Governance service
Area N Mean Std.
Deviation
t-
calculated d.f. t-table
Remark
Easy to use
Urban 264 88.00 11.66 1.49 292 1.96
Non-
significant Rural 30 84.60 8.60
Less time
required
Urban 264 93.80 10.36 0.084 292 1.96
Non-
significant Rural
30 84.60
8.60
Cost effective
Urban 264 88.80 11.78 0.000 292 1.96
Non-
significant Rural 30 84.60 8.60
Reliable
service
Urban 264 94.40 9.20 0.211 292 1.96
Non-
significant Rural
30 84.60
8.60
Transparent
service
Urban 264 89.80 10.16 0.000 292 1.96
Non-
significant Rural
30 84.60
8.60
It is seen that the calculated value (1.49) is less than table value (1.96) for easy to use. The
calculated value (0.084) is less than table value (1.96) for less time required. The calculated
value (0.000) is less than table value (1.96) for cost effective. The calculated value (0.211) is
less than table value (1.96) for reliable service. The calculated value (0.000) is less than table
value (1.96) for transparent service.
Since the calculated value is less than the table value the t-test is accepted and subsequently
Null hypothesis is accepted. In this case there is no significant difference between mean score
of perception. Statistical conclusion of results of t-test is as follows:
For easy to use, less time required, cost effective, reliable service and transparent service
there is no significant difference between mean score of perception.
Hence the hypothesis Perception about e-Filing of income tax service for income tax e-
Governance project is same amongst urban and rural citizens in terms of less time
required, cost effective, reliable service and transparent service performance
parameters is accepted.
26
Hypotheses IV – Various e-Governance services like accessing information, performing
online transactions and post feedback or grievances are used almost to the same extent
by the citizens in urban and rural area.
Test Statistic: – Chi-square test at 5 percent level of significance.
To test the hypothesis about association between purpose of use of e-Governance services
and area of citizen following null hypothesis is designed.
H04: There is no association between purpose of use of e-Governance services and area of
citizen.
H14: There is association between purpose of use of e-Governance services and area of
citizen.
The bivariate frequency distribution table is obtained and presented in the Table No. 12.
Table 12:
Distribution of No. of citizens according to purpose of use of e-Governance service by
area
Purpose Online use of service
Area
Total
Rural Urban
To get Information No 780 490 1270
Yes 220 510 730
To use online services No 873 613 1486
Yes 127 387 514
To give feedback No 964 753 1717
Yes 36 247 283
Total 1000 1000 2000
To test null hypothesis chi-square test is applied and result of test are presented in Table No.
13.
27
Table No. 13:
Chi square test for purpose to use e-Governance services and area of citizen
Purpose of use of e-
governance df
Calculated chi
square value
Tabulated chi
square value Result
To get information 1 181.426 3.841 Significant
To use online service 1 177.009 3.841 Significant
To give feedback 1 183.248 3.841 Significant
For purpose of use of e-Governance to get information the Chi-square calculated value is
181.426 and table value at 5 percent level of significance is 3.841 at degree of freedom 1,
results indicate that calculated value is greater than table value hence result of test is
significant.
For purpose of use of e-Governance to use online services the Chi-square calculated value is
177.009 and table value at 5 percent level of significance is 3.841 at degree of freedom 1,
results indicate that calculated value is greater than table value hence result of test is
significant.
For purpose of use of e-Governance to give feedback the Chi-square calculated value is
183.248 and table value at 5 percent level of significance is 3.841 at degree of freedom 1,
results indicate that calculated value is greater than table value hence result of test is
significant.
Therefore test is rejected and subsequently H0 is rejected. It is concluded that there is
association between awareness of e-Governance services and area of respondent.
Hence the hypothesis Various e-Governance services like accessing information,
performing online transactions and post feedback or grievances are used almost to the
same extent by the citizens in urban and rural area. is rejected.
Hypotheses V – Perception about the application for fresh passport e-Governance
service amongst urban and rural citizens is same in terms of less time required, cost
effective, reliable service and transparent service performance parameters.
Test Statistic: – T-test
To test the hypothesis about the perception between area of citizen and application for
fresh passport e-Governance service perception of citizens about use of e-Governance service
28
of application of fresh passport, information is collected through questionnaire. Response to
Question No. 6 (b) 1 to 5 provide the information which is rated as under.
Poor service = 1
Average = 2
Good = 3
Very good = 4
Outstanding = 5
To understand mean satisfaction performance following formula is used.
Mean percentage satisfaction = Total score of all five questions
---------------------------------------- * 100
Maximum score of five questions
Using formula as mentioned above mean satisfaction score and standard deviation of scores
are calculated and presented in Table No. 14.
Table No. 14:
Descriptive Statistics of perception of Application of fresh passport
Performance
Factor N Minimum Maximum Mean Std. Deviation
Easy to use 72 40 100 70.8 16.76
Less Time 72 40 100 79.2 19.2
Cost Effective 72 40 100 74.6 14.6
Reliable services 72 40 100 80.2 18.58
Transparent
services
72 40 100 74.6 14.6
From above table it is observed that maximum satisfaction score is 80.2 which is for ‘reliable
service’ and minimum satisfaction score is 70.8 which is for ‘Easy to use’ factor, satisfaction
score is 79.2 for ‘less time’, satisfaction score is 74.6 for ‘cost effective’ and ‘transparent
services’ factor.
To test the hypothesis following null hypothesis is designed.
29
H05: There is no significant difference between perception score of rural and perception
score of urban for application for fresh passport.
H15: There is a significant difference between perception score of rural and perception score
of urban for application for fresh passport.
For testing the hypothesis various performance parameters were considered like easy to use,
less time required, cost effective, reliable service and transparent service. This hypothesis has
been tested by using t-test as shown in Table No. 15.
Table No. 15:
T-test for application of fresh passport e-Governance service
Performance
factor
Application for fresh passport e-Governance service
Area N Mean Std.
Deviation
t-
calculated
df t -
tabulated
Result
Easy to use
Urban 53 73.2 14.12
2.052 70 1.96
Significant
Rural 19 64.2 21.68
Less time
required
Urban 48 85 14.58
4.551 65 1.96 significant Rural 19 64.2 21.68
Cost effective
Urban 48 78.8 7.62 4.089 65 1.96 significant
Rural 19 64.2 21.68
Reliable service
Urban 48 86.2 12.48
4.816 65 1.96 significant
Rural 19 65.2 22.94
Transparent
service
Urban 48 78.8 7.62
4.089 65 1.96 significant Rural 19 64.2 21.68
In above table it is observed that calculated value (2.052) is greater than table value
(1.96) for easy to use, calculated value (4.551) is greater than table value (1.96) for less time
required, calculated value (4.089) is greater than table value(1.96) for cost effective,
30
calculated value (4.816) is greater than table value (1.96) for reliable service, calculated value
(4.089) is greater than table value(1.96) for transparent service.
It is observed that calculated value is greater than table value hence t-test is rejected and
subsequently null hypothesis is rejected. There is significant difference between mean score
of perception. Statistical conclusion of results of t-test is as follows:
For ‘Easy to Use’, ‘Less time required’, ‘Cost effective’, ‘Reliable service’ and ‘Transparent
service’ there is significant difference in perception of satisfaction score of urban citizen and
rural citizen for application of fresh passport. Satisfaction score of urban citizens is higher
than rural citizens. Hence the hypothesis Perception about the application for fresh
passport e-Governance service amongst urban and rural citizens is same in terms of less
time required, cost effective, reliable service and transparent service performance
parameters. is rejected.
11. Findings
The researcher has tested positively the hypothesis of this research study, with the help of
primary data. The research findings are related to present status of ICT in e-Governance
project, problems, barriers and drivers faced by public sector organization for ICT based e-
Governance. Citizen’s ICT use, e-Governance awareness, use of e-Governance services,
perception about e-Governance Projects and problems faced in use of e-Governance.
11.1 Awareness of citizens regarding e-Governance Services and media for awareness
Most of the citizens are aware about e-Governance services provided by Public sector
organizations at national, state and local level. Majority of awareness is amongst the
young citizens (below 25 years). Female citizens are more aware than male citizens.
Urban citizens are more aware about e-Governance than rural citizens. Maximum
awareness is amongst the post graduate citizens. Citizens doing Government service
are maximum aware about e-Governance. Majority of citizens with Rs. 50,00,01 to
8,00,000 income group are aware about e-Governance.
Majority of citizens are aware about e-Governance through Radio and Television as
ICT device. It is thus seen that 56.3 percent citizens are highly aware about e-
Governance service.
31
11.2 Present status of ICT in e-Governance Projects
All the public sector organizations at national, state and local level conduct structured
awareness programme for promotion of e-Governance.
All the public sector organizations at national, state level provide services through
personal computer, laptop, mobile phone and kiosk/ CSC. 60 percent public sector
organizations at local level provide services through personal computer, laptop and
mobile phone.
All the public sector organizations at national and state level and local level public
sector organizations have used outsourcing approach for e-Governance projects
development.
All the e-Governance projects at national level are implemented using public private
partnership mode (PPP). All the e-Governance projects at state and local level are
implemented using Build-Own-Operate and Transfer mode (BOOT).
Technical and trained manpower in ICT is adequate in public sector organizations at
national, state and local level.
Most of the public sector organizations use three tier application architecture.
Public sector organizations at national and local level use centralized data centre and
public sector organization at state level use state data centre system management
architecture.
The public sector organizations at national, state and local level are using variety of
software’s which are license and open source. There is heterogeneity in the type of
software’s like operating system, front end languages, databases, application software,
and utilities used for the implementation of e-Governance project and hence each e-
Governance project work in a different silo.
All the public sector organizations at national, state and local level organize ICT
training in area of ICT awareness, system security and audit and hardware and
networking area but the frequency of conducting the training is different at three
levels.
11.3 Citizens Use of ICT
Most of the citizens do not use computer and internet.
Most of the citizens use computer and internet at cyber café.
Most of the citizens use internet weekly.
32
The most preferred type of internet connectivity is through ISDN.
11.4 Problems in use of e-Governance by the citizens
55.8 percent citizens faced security or privacy concerns problem as highly ranked
problem factor to use e-Governance system. The first five ranked ICT problems faced
by citizens are ‘Security or privacy concerns’, ‘Don’t know about this facility or
service’, ‘Lack of infrastructure’, ‘Not felt required to use online services’ and
‘Network failure’.
Problems like ‘lack of infrastructure problem’, ‘costly internet connection’ ,‘no surety
to get delivery of service in time’, ‘only few services provided’, ‘unreliable electricity
supply’, ‘network failure’, ‘security or privacy concerns’, ‘grievances are not handled
at kiosk satisfactorily’ ,‘Don’t know about this facility or service’, are faced majority
by rural citizens where as problems like ‘not user friendly’ and ‘not felt required to
use online services’ are faced majority by urban citizens.
Problems like ‘only few services provided’, ‘unreliable electricity supply’, ‘network
failure’, ‘security or privacy concerns’, ‘not user friendly’ are faced majority by
citizens in young age group. Problems like ‘costly internet connection’, ‘no surety to
get delivery of service in time’, grievances are not handled at kiosk satisfactorily’ are
faced majority by citizens in middle age group. It is concluded that problems like
‘lack of infrastructure problem’, ‘Don’t know about this facility or service’, ‘not felt
required to use online’ are faced majority by citizens in elderly age group.
Problems like ‘lack of infrastructure problem’, ‘costly internet connection’, ‘no surety
to get delivery of service in time’, ‘only few services provided’, ‘grievances are not
handled at kiosk satisfactorily’ and ‘not user friendly’ are faced majority by male
citizens whereas problems like ‘unreliable electricity supply’, ‘network failure’,
‘security or privacy concerns’, ‘Don’t know about this facility or service’ and ‘not felt
required to use online services’ are faced majority by female citizens.
Majority of illiterate citizens face problems like ‘lack of infrastructure problem’,
‘costly internet connection’, ‘no surety to get delivery of service in time’, ‘only few
services provided’, ‘unreliable electricity supply’, ‘security or privacy concerns’,
‘Don’t know about this facility or service’, ‘not user friendly’ as compared with
citizens from other group.
Majority of post graduate citizens face problem like ‘network failure’ as compared to
citizens form other group.
33
Majority of primary school educated citizens face problems like ‘not felt required to
use online services’ as compared with citizens from other age group.
Majority of high school educated citizens face problems like ‘grievances are not
handled at kiosk satisfactorily’ as compared with citizens from other group.
Majority of citizens who have farming occupation face problem of ‘unreliable
electricity supply’. Majority of citizens with majuri occupation face problems like
‘lack of infrastructure problem’ and ‘Don’t know about this facility or service’ as
compared with citizens in other occupation group.
Majority of citizens with government service as occupation face problems like
‘network failure’ and ‘security or privacy concerns’.
Majority of citizens with private service occupation face problem like ‘costly internet
connection’, ‘no surety to get delivery of service in time’ and ‘only few services
provided’.
Majority of citizens who are self employed face problem like ‘grievances are not
handled at kiosk satisfactorily’ and ‘not felt required to use online services’.
Majority of citizens who are student face problems like ‘not user friendly’ as
compared with citizens from other group.
Majority of citizens with Rs. 50,000 and below income group face problems like ‘lack
of infrastructure problem’, ‘costly internet connection’, ‘no surety to get delivery of
service in time’, ‘Don’t know about this facility or service’, ‘not user friendly’ and
‘not felt required to use online services’.
Majority of citizens with Rs. 50,001 to 1,90,000 income group face problems like
‘only few services provided’, ‘security or privacy concerns’ and ‘grievances are not
handled at kiosk satisfactorily’. Majority of citizens with Rs. 1,90,000 to 5,00,000
income group face problems like ‘unreliable electricity supply’. Majority of citizens
with Rs. 5,00,000 to 8,00,000 income group face problems like ‘network failure’.
11.5 Use of e-Governance Services by citizens
Majority of citizens from middle age group use to get information, use online services
and feedback/ Grievance.
Majority of female citizens use to get information, use online services and feedback/
Grievance.
34
Majority of urban citizens use to get information, use online services and feedback/
Grievance.
Majority of citizens from unemployed group those are students use to get information,
use online services and feedback/ Grievance. Majority of citizens with Rs. 50,00,01 to
8,00,000 income group use to get information, use online services and feedback/
Grievance.
61.9 percent citizens do not use e-Governance service.
Majority of citizens avail e-Governance services to get information.
36.5 percent citizens use to get information, 25.7 percent to use online services and
14.15 percent to give Feedback / Grievance.
Use of e-Governance services depends on the parameters of area, age, gender,
education, occupation and income.
11.6 Citizen’s e-Governance use, perception and overall satisfaction for G2C
e-Governance services
35.9 percent citizens have used Passport Seva Project and e-Services like application
for fresh passport, reissue, online registration, locate passport seva Kendra, locate
district passport cell, know your police station, track application status, visa services,
download forms/annexure/affidavits and feedback and grievance have less satisfaction
score as compared with the perception score for e-Governance project.
53.9 percent citizens have used Income Tax e-Governance Project implemented at
national level. e-Services like download forms and challans, application for PAN
and/or TAN, track income tax refund status, income tax calculation have less
satisfaction score as compared with the perception score for e-Governance project
whereas e-services like Track PAN / TAN application status and e-Filing of income
tax return online services have more satisfaction score as compared with the
perception score for e-Governance project.
36.3 percent citizens have used Rojgarwahini e-Governance Project implemented at
state level. e-Services like Online registration, Renew registration, View submission
details, Update contact details, View SMS information, View SMS information,
Coaching class information, Feedback / Grievances, Employment search and View
CSC have less satisfaction score as compared with the perception score for e-
Governance project whereas e-Services like transfer registration, cancel registration,
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Coaching cum guidance information and Books and magazines information, e-
services have more satisfaction score as compared with the perception score for e-
Governance project.
25.75 percent citizens have used AGMARKNET e-Governance project implemented
at state level. All e-Services like Market related information, Infrastructure related
information, Statistical and Analytical report, Kisan call centre and district level daily
report , State level report have less satisfaction score as compared with the perception
score for e-Governance project.
24 percent citizens have used e-Governance project implemented at Municipal
Corporation and Municipal Council at local level. e-Services like Download of forms,
Online payment of Tax and Complaint registration online services have less
satisfaction score as compared with the perception score for e-Governance project
whereas e-services like Recruitment news and feedback have more satisfaction score
as compared with the perception score for e-Governance project
11.7 Factors influencing citizens’ to use e-Governance services
Factors like ‘Citizens requirement assessment considered in e-Governance project’ is
rank first, ‘Citizens awareness about the e-Governance Project’ and ‘Grievances
handled by the e-Governance Project’ are rank second. ‘Accountability of government
towards citizens’ is rank third. ‘Political support for e-Governance Project’ factor is
rank fourth. ‘Internet connection Band width’ and ‘Data security and privacy
concerns’ are rank fifth. ‘Rules and regulations for e-Governance’ is rank sixth.
‘Infrastructure’ is rank seventh. ‘Communication between citizens and their elected
representatives’ and ‘Efficient service delivery in terms of time, effort and cost’ are
rank eighth. Factors like ‘Distance of kiosks (reach ability)’ and ‘Number of services
provided by e-Governance project’ are rank ninth. ‘e-Governance Network
performance’ factor is rank tenth. ‘Telecom Network Performance’ factor is rank
eleventh. ‘Electricity supply’ factor is rank twelfth.
There is difference in the perception of factors influencing use of e-Governance
amongst urban and rural citizens.
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11.8 Comparative Analysis of e-Governance Services with respect to easy to use, less
time required, cost effective, reliable service and transparent service parameters
In Passport Seva Project citizens have high satisfaction for ‘reliable service’
performance parameter for application for fresh passport e-Service. Citizens have
high satisfaction for ‘reliable service’ performance parameter for application for
reissue of passport e-Service. Citizens have high satisfaction for ‘less time required’
performance parameter for police clearance e-Service. Citizens have high satisfaction
for ‘transparent service’ performance parameter for online registration and
appointment e-Service. Citizens have high satisfaction for ‘less time required’ and
‘reliable service’ performance parameter for reschedule/ cancel appointment e-
Service. Citizens have high satisfaction for ‘less time required’ performance
parameter for locate passport Seva Kendra e-Service. Citizens have high satisfaction
for ‘cost effective’ and ‘reliable service’ performance parameter for locate district
passport cell e-Service. Citizens have high satisfaction for ‘easy to use’ performance
parameter for know your police station e-Service. Citizens have high satisfaction for
‘reliable service’ performance parameter for track application status e-Service.
Citizens have high satisfaction for ‘less time required’ performance parameter for visa
services e-Service. Citizens have high satisfaction for ‘reliable service’ performance
parameter for download Forms/ Annexure/ Affidavits e-Service. Citizens have high
satisfaction for ‘less time required’ performance parameter for feedback and
Grievance e-Service.
In Income Tax Project citizens have high satisfaction for ‘reliable service’
performance parameter for download Forms/ Challans e-Service. Citizens have high
satisfaction for ‘less time required’ performance parameter for application of
PAN/TAN e-Service. Citizens have high satisfaction for ‘reliable service’ and
‘transparent service’ performance parameter for track PAN/ TAN application status e-
Service. Citizens have high satisfaction for ‘reliable service’ performance parameter
for track income tax refund status e-Service. Citizens have high satisfaction for ‘less
time required’ performance parameter for income tax calculation e-Service. Citizens
have high satisfaction for ‘reliable service’ performance parameter for e-Filling of
income tax return e-Service.
In Rojgarwahini e-Governance project citizens have high satisfaction for ‘less time
required’ and ‘reliable service’ performance parameter for online registration e-
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Service. Citizens have high satisfaction for ‘less time required’ performance
parameter for renew registration e-Service. Citizens have high satisfaction for ‘less
time required’ performance parameter for view submission details e-Service. Citizens
have high satisfaction for ‘reliable service’ performance parameter for update contact
details e-Service. Citizens have high satisfaction for ‘less time required’ performance
parameter for view SMS information e-Service. Citizens have high satisfaction for all
the ‘easy to use’, ‘less time required’, ‘cost effective’, ‘reliable service’ and
‘transparent service’ performance parameter for transfer registration e-Service.
Citizens have high satisfaction for ‘easy to use’, ‘cost effective’ and ‘reliable service’
performance parameter for cancel registration e-Service. Citizens have high
satisfaction for ‘less time required’ and ‘reliable service’ performance parameter for
coaching cum guidance for schedule tribe e-Service. Citizens have high satisfaction
for ‘less time required’ and ‘reliable service’ performance parameter for
Book/Magazines/Paper/Radio/T.V. information e-Service. Citizens have high
satisfaction for ‘reliable service’ performance parameter for competitive examination
coaching class information e-Service. Citizens have high satisfaction for ‘less time
required’ and ‘reliable service’ performance parameter for feedback/ grievances e-
Service. Citizens have high satisfaction for ‘less time required’ performance
parameter for employment search e-Service. Citizens have high satisfaction for ‘less
time required’ and ‘reliable service’ performance parameter for view CSC e-Service.
In AGMARKNET e-Governance project citizens have high satisfaction for ‘cost
effective’ performance parameter for market related information e-Service. Citizens
have high satisfaction for ‘less time required’ and ‘reliable service’ performance
parameter for infrastructure related information e-Service. Citizens have high
satisfaction for ‘easy to use’, ‘less time required’, ‘cost effective’, ‘reliable service’
and ‘transparent service’ performance parameter for statistical and analytical report e-
Service. Citizens have high satisfaction for ‘reliable service’ performance parameter
for kisan call centre e-Service. Citizens have high satisfaction for ‘less time required’
performance parameter for district level market-wise, commodity-wise daily report e-
Service. Citizens have high satisfaction for ‘reliable service’ performance parameter
for state level commodity-wise, market-wise daily report e-Service.
In e-Governance project at Municipal Corporation/ Municipal Council citizens have
high satisfaction for ‘less time required’ and ‘reliable service’ performance parameter
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for download of forms e-Service. Citizens have high satisfaction for ‘less time
required’ performance parameter for online payment of tax e-Service. Citizens have
high satisfaction for ‘less time required’, ‘cost effective’, ‘reliable service’ and
‘transparent service’ performance parameter for recruitment news e-Service. Citizens
have high satisfaction for ‘transparent service’ performance parameter for complaint
registration e-Service. Citizens have high satisfaction for ‘less time required’ and
‘reliable service’ performance parameter for feedback e-Service.
11.9 Problems, Drivers and barriers in use of e-Governance by the Public sector
organizations
Factors like ‘Overall vision and strategy’, ‘Availability of ICT professional skills’ and
‘Citizens demand for ICT based e-Governance’ are perceived as strong drivers for
Public sector organizations implementing e-Governance project at national, state and
local level.
Factors like ‘Designing and steering the suitable partnership model’, ‘Business
Process Reengineering’ and ‘Maintenance of e-Governance project’ are perceived as
strong barriers for public sector organizations implementing e-Governance project at
national, state and local level.
Drivers are more than barriers for the e-Governance project implemented by the
public sector organizations at national, state and local level.
Perceived factors as Barrier and Driver for ICT based e-Governance are different for
National, State and Local level e-Governance Project.
12. Conclusion
In the light of above findings and observations on site the following conclusions are
derived:
1. Public sector organizations at national, state and local level are implementing e-
Governance projects in decentralized way with citizen centric service delivery goal,
the required infrastructure for hosting of e-Governance applications is created by
using National Data Centre (NDS), State Data Centre (SDC) and common services
(CSC) as three core infrastructure pillars of National e-Governance Action plan
(NeGP).
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2. All the public sector organizations at national, state and local level undertake
structured e-Governance awareness programme for promotion of e-Governance and
majority of citizens are aware about the e-Governance services.
3. Irrespective of the level at which the e-Governance projects are implemented by the
public sector organizations, majority of the citizens use traditional way and kiosk for
communication to interact with Government as compared to e-Governance system.
The use of e-Services like accessing information is high amongst the citizens as
compared to performing online transactions and post online feedback or grievances.
4. Implementation of civic services through e-Governance services is a new concept and
is at the initial level at Satara Municipal council and Solapur Municipal Corporation,
while most of the services are delivered online by Income Tax e-Governance project,
Passport Seva Project, Rojgarwahini project, AGMARKNET e-Governnace Project
and e-Governance project implemented by Municipal Corporations at Pune, Sangli-
Miraj Kupwad and Kolhapur and it makes successful transformation from the
traditional (manual) system to e-Governance system.
5. Implementation of e-Governance helps citizens to avail civic services anywhere,
anytime according to their convenience. e-Governance has the potential to be
dominant alternative delivery channel of all civic services, which cannot be easily
challenged by the traditional (manual) method. Use of mobile technology is
increasing amongst the citizens.
6. Irrespective of the level at which the e-Governance project is implemented
appropriate Public Private partnership (PPP) model implemented by the public sector
organizations, would help to provide quality services to the citizens and increase the
revenue for public sector organizations. Implementation of e-Governance services
helps to reduce manpower and administrative cost and deliver better services to the
citizens at lower cost.
7. Citizen’s satisfaction for e-Governance service is high and if the performance factors
like ‘reliable service’ , ‘less time required’ , cost effective’, ‘transparent service’
performance parameter are perceived high.
8. Public sector officials / IT Head’s perceived usefulness and perceived ease of use for
cloud computing is positively related to the intention to use for cloud computing in
the implementation of the e-Governance application.
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9. All the employees are educated and trained, employees training frequency is different
at national, state and local level.
10. Problems faced by the citizen’s in use of e-Governance services depends on the
parameters like area, age, gender, education, occupation and income.
11. Hardware and software problems faced by public sector organizations are of similar
type but differ in intensity also there is heterogeneity in the type of softwares used in
e-Governance projects at national, state and local level.
12. Barrier and Driver for ICT based e-Governance are different for National, State and
Local level e-Governance Project whereas the drivers are more than the barriers for e-
governance project implemented by the public sector organizations at national, state
and local level.
13. Emerging ICT technologies like cloud computing and mobile technologies can be
adopted in e-Governance application to provide e-Services efficiently and effectively.
13. Suggestions
Based on the study undertaken on nine G2C e-Governance projects implemented by
public sector organizations at national, state and local level with special reference to
Pune Division, there is a wide scope for improving ICT used in terms of its use, cost
and performance. Hence, it is suggested that the latest ICT be implemented to provide
e-Governance efficiently.
1. The study finds heterogeneous software’s and hardware’s are used in e-Governance
projects at national, state and local level and similar type of software and hardware
problems are faced by the public sector organizations at national, state and local level.
There is need to adapt new technology like cloud computing approach in selection of
Software as a service (SaaS) or Platform as a Service (PaaS) or Infrastructure as a
Service (IaaS). Cloud computing employs repeatability and standardized, easy access
to shared hardware and software at low cost.
2. Conduct e-Governance audit from the third party to identify the less used e-Services
in the e-Governance project which will help to study and understand the problems
faced by the citizens in its use so that public sector organizations can increase online
use of the services to satisfy the citizen’s expectations on easy to use, less time
required, cost effective, reliable, transparent performance parameters.
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3. Public sector organizations instead of using three-tier architecture for e-Governance
projects can consider the advantages the cloud architectures as it can provide
infrastructure required for e-Governance applications minimizing the down time for
24x7 and assume unlimited supply of CPU, storage and bandwidth when operating
from cloud. Cloud architecture will benefit the public sector organizations in reducing
operating cost and increasing governance. Application developers can focus on
features and usability. In a traditional infrastructure there will be one instance of
application per physical server. With cloud, the services are virtualized, in such a way
that the services can be moved from physical server to other.
4. As the telecom policies are changing mobile based internet connection is gaining
acceptance due to availability of internet anytime anywhere environment. Recent
advancements in mobile technology can be incorporated in e-Governance applications
to provide services to citizens more effectively and infrastructure available with most
of the citizens can be used to deliver services to the citizens and citizens can also
interact with government efficiently.
5. All public sector organizations provide e-Services through Kiosk (Nagari Suvidha
Kendra)/ CFC. Majority of citizens avail services in traditional way and through
Kiosk/ CFC hence public sector organizations can utilize it to for capacity building of
citizens by providing awareness about ICT and its use for availing e-Services
provided by e-Governance projects implemented at national, state and local level.
Building citizens’ trust in e-Governance system may solve the problems like ‘lack of
infrastructure’, ‘Don’t know about this facility or service’ and ‘Grievances are not
handled at Kiosk satisfactorily’ and ‘Security or privacy concerns’ problems faced by
the citizens.
14. Future Scope
The goals and objectives of this study were decided and research was done accordingly.
Since in depth studies in these areas have long term socio-economic dimensions, benefits to
both citizens and public sector organizations and repercussions, the scope of the
investigations can be further expanded as follows:
1. Researcher has studied Government-to-Citizen(G2C) e-Governance services
delivered by e-Governance projects for problems and prospects of ICT in e-
Governance, Moreover, more research could be carried out in the same area and with
42
the same methodology while concentrating on the projects dedicated to the
Government-to-Business (G2B) and Government-to-Government (G2G) services.
2. Researcher has studied perception of officials / IT Heads about drivers and barriers in
ICT based e-Governance; further research can be taken to study other stakeholders
like private partners involved in e-Governance project implementation and Employees
in public sector organizations.
3. The Future research could be of comparative nature. The identified factors as barriers
and drivers for ICT based e-Governance can be compared on use of e-Service and
citizens satisfaction to use e-Service of e-Governance project and also indicate the
aspects that need extra effort to enhance the usage of e-Services.
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