CHAPTER 3

REVIEW OF LITERATURE
---------------------------------------------------------------------------------------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 egovernance. These criteria focus mainly on various aspects of e-governance like3.2

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

73

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. eSeva 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 Moroccans everyday life and on
governance in general. In fact, there is an implicit agreement in the research
74

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 egovernance 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 citizens 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
75

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 preferred

on the website

Response
out of 300

Response in
% out of 300

Online property tax payment

180

60

Online registration of complaints

122

40.66

Online application of Birth/Death Certificates

75

25

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
76

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 principalclient. 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.

77

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 egovernance.

78

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. Its 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 egovernance 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
79

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 egovernance 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.

80

11. A Ph.D thesis by Sardesai Swati Prakash on Study of Citizen Centric Egovernance, 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 12 th
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 organizations 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.

81

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 egovernment 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 citizens 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 egovernment services in Qatar from a citizens perspectives. Using a survey based
study this paper describes a citizens 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

82

expectancy and effort expectancy determine a citizens 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 egovernment 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
83

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 egovernance. 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 webmediated 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
84

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
approach.

Web-based

e-government

services

with

citizen-centric

[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.

85

17. Wang Jin-fu Hang Duo has published his article on Customer-centered egovernment service quality evaluation: Framework and case study

[42]

Public Administration aims at producing value for its customers, by the use of egovernment 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 egovernment in Dubai using Chan, Lau, & Pans (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
86

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 peoples 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 egovernance 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 egovernance 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 egovernment survey conducted in 2008, Romania comes under mid-range countries for
87

utilization of e-government (37 percent). Romanias national portal www.eguvernare.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 citizens higher perception of usefulness, ease of use, quality and trust of egovernment 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 users 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.
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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 NICs 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 e89

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 egovernment 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. eSeva 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

eSeva

Manual
Mean
S.E
3.388
0.041

Computerized
Mean
S.E
4.658
0.025

Difference
Mean
S.E
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

Project

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 Carolinas 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 egovernment 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 internets impact on citizen to government

relationships at the county level of government in North Carolina, the International
City/County Management Associations (ICMA) Electronic Government 2004 survey
was replicated in North Carolinas 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.
26. Impact Assessment of e-governance Projects, Dept. of IT, Ministry of
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.
27. Impact Assessment of e-governance Projects, Dept. of IT, Ministry of
Communication and IT, Govt. of India has published a report on FRIENDS Multiagency 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 egovernance system was 4.62 compared to 3.29 on a 5 point scale for the manual
94

system. Overall, the survey reveals that there is a high preference for the egovernance 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--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 citizens options and to enhance the understanding of egovernment 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.

95

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.

96

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

97

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. egovernance 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
98

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 egovernance 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
99

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.
100

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 dont 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
101

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 governments 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 eGovernance 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 so102

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.
103

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 onethird (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 backend processes in their old inefficient form. Incidence of bribery was high for police
104

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 governments 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 welldeveloped ICT infrastructure in major cities of the country, extensive use of ICT
among young people, its wide use in mobile communications, well-developed public
105

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 egovernance 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. egovernance 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 egovernance 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.

106

41. Nath Kailash has published his article on e-governance: Strategy, Policy,
Prescription and Prospect for the Common ManA Case Study of
Government of Orissa vis--vis India

[27]

The purpose of the paper is to develop e-governance strategy, policy, prescription and
prospects of the government of India vis--vis the government of Orissa in making egovernance 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--vis India. The message is loud and clear: unless egovernance concerns itself with the common persons 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.

107

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
citizens satisfaction with e-governance services. It also focuses on how by using egovernance 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 governments policy decision and hence in the nations
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,
employees 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
Satisfies
more citizens

No need of
Agents

Helpful attitude
of employees

Less time and effort

to avail services

Ease of
administration

Error free
transactions

Security of
data is high

Good complaint
handling

Adherence to
citizens charter

Paperless
office

Less waiting
time

Good
location

Convenient time
schedule

Lower cost to the

citizen

Less
corruption

Greater
transparency

Equal
opportunity
to all

More
predictable
outcome

High Clarity and

simplicity of
processes

Single
window
system

For this study the researcher has taken the views of citizens in and around Pune city
and PMC employees.

108

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