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Chapter-2 Review of Literature Page No.
52
REVIEW OF LITERATURE
This is second chapter of thesis. This chapter can be considered as the soul of research
work. Main focus of this chapter is to explore relevant literature of research by
comprehensive review of earlier studies towards the e-Governance, integration and
implementation. This chapter explores different defined working architectures or
developed models for delivery of information and services to the different parts of the
society. So, this chapter will communicate about suitable and conceptual solution based
on provided theories, which are essential to attach with my research work. This is the
very important chapter in the entire thesis and this chapter has been divided into various
segments.
2.1 E-GOVERNANCE AND ITS FEATURES
"E-Governance, however, is not really the use of IT in governance but as a tool to ensure
good governance. E-Governance does not mean proliferation of computers and
accessories; it is basically a political decision, which calls for discipline, attitudinal
change in officers and employees, and massive government process re-engineering,"-
Ravi Kant (Special Secretary, IT, Govt. of West Bengal) explains. All implementers and
drivers of e-governance initiatives agree that the biggest challenge of deploying e-
governance is not technology but change management. Change management is important
not only in terms of cultural change but also in terms of changing operations and
processes workflow that the automated environment will introduce. "It's important to
educate people at all levels about the benefits of technology. The various benefits and
advantages of e-enabling the system should be communicated clearly right at the
beginning to ensure popular support which will lead to greater chances of success,"
explains Dr G D Gautama, Secretary, IT, Government of West Bengal. It is important to
explain to people that the introduction of IT will not take away existing jobs but will
make them easier, and if less manpower is required for operations the staff can be re-
deployed elsewhere with no threat to their career growth path.”
Chapter-2 Review of Literature Page No. 53
The key challenges with electronic governance are not technology or internet
issues but organizational issues such as:
(Source: http://www.it.iitb.ac.in/~prathabk/e-Governance/challenges.html)
• Redefining rules and procedures

• Information transparency
• Legal issues
• Infrastructure, Skill and awareness
• Access to right information
• Interdepartmental collaboration
• Tendency to resist the change in work culture
• Other obstacles are geographical distances
• Lack of trained human resources and lack of ICT penetration in remote areas.
“For instance, a good e-governance application will not benefit anybody in remote areas
if there is no supporting infrastructure such as electricity, computers and connectivity.
Many pilots have been successfully implemented in almost all areas of e-governance, but,
says Ravi Kant, "Rather than having an obsession to undertake pilot projects, we should
capitalize on the existing successful examples in the country and customize them for our
use."
“Reusability: “E-Government must be seen as a nationwide plan. Implemented applications, or

at least some of their modules, must be reusable by other administrations. “
Portability: “Independence from hardware/software platforms is a primary requisite for portable

applications, to help in possible reuse by other administration“
Social Issues: “social issues are mainly concerned with the usability by a large variety of
people. This implies that the interface must be usable by disabled or elderly people,
understandable by low literacy on non native language people, etc.”
Accessibility: “Any services should be accessible by anybody from anywhere anytime.

The concept of e-Government is claiming for increased efficiency and effectiveness of
government, but these goals will be achieved only if service will be available to one
hindered percent of citizens.”
Usability: “Users are often non expert users, or at least, they may use applications in a
sporadic way and need guidance to find the right way to perform their transactions.
Governmental web sites must be usable, to be effective.”
Acceptance: “As e-Government becomes a reality, the public sector organizational

structure will change accordingly both internally and externally. The focus o change will
be on the system efficiency and the citizens. Internally the power conflicts over
departmental boundaries and control of services will become more apparent as
integration progresses. Externally, government processes will be organized for citizens’
convenience instead of the convenience of the government. In other words, the
integration should not be driven by efficiency and effectiveness alone.”
Article I. 2.2 STUDY OF ISP AND END-USER-TO-ISP-CONNECTION

Article II. 2.2.1 Internet service provider:
Article III. “An Internet service provider (ISP), also sometimes referred to as
an Internet access provider (IAP), is a company that offers its customers access to
the Internet. The ISP connects to its customers using a data transmission technology
appropriate for delivering Internet Protocol Paradigm, such as dial-up, DSL, cable
modem, wireless or dedicated high-speed interconnects. ISPs may provide Internet e-
mail accounts to users which allow them to communicate with one another by sending
and receiving electronic messages through their ISP's servers. ISPs may provide services
such as remotely storing data files on behalf of their customers, as well as other services
unique to each particular ISP.”
Article IV. 2.2.2 End-user-to-ISP connection
Article V. “ISPs employ a range of technologies to enable consumers to connect to

their network. For users and small businesses, the most popular options include dial-up,
DSL (typically Asymmetric Digital Subscriber Line, ADSL), broadband
wireless, cable modem, fiber to the premises (FTTH), and Integrated Services Digital
Network (ISDN) (typically basic rate interface). For customers with more demanding
requirements, such as medium-to-large businesses, or other
ISPs, DSL (oftenSHDSL or ADSL), Ethernet, Metro Ethernet, Gigabit
Ethernet, Frame Relay, ISDN (BRI or PRI), ATM, satellite Internet
access and synchronous optical networking (SONET) are more likely to be used.”
Figure: 2.1 Internet connectivity options from end-user to Tier 3/2 ISP's
2.2.3 ISP Interconnection
An Internet service provider (ISP), also sometimes referred to as an Internet access

provider (IAP), is a company that offers its customer's access to the Internet. Just as their
customers pay them for Internet access, ISPs themselves pay upstream ISPs for Internet
access. An upstream ISP usually has a larger network than the contracting ISP and/or is
able to provide the contracting ISP with access to parts of the Internet the contracting ISP
by itself has no access to.
Figure: 2.2 ISP Interconnection

In the simplest case, a single connection is established to an upstream ISP and is used to
transmit data to or from areas of the Internet beyond the home network; this mode of
interconnection is often cascaded multiple times until reaching a Tier 1 carrier. In reality,
the situation is often more complex. ISPs with more than one point of presence (PoP)
may have separate connections to an upstream ISP at multiple PoPs, or they may be
customers of multiple upstream ISPs and may have connections to each one of them at
one or more point of presence.
2.3 SERVICES DELIVERY ARCHITECTURES/MODELS
The actual meaning of e-Governance is to digitalization of the Government with employ

the sources of information and communication technologies for empower the citizens
with the great access to Governmental services, participation and involvement in the
Government functionality and decision-making process. Thus, overall architecture of e-
Governance is need to be well formatted with maintain some standard parameters to
proper explore relationship with various part of society.
E-Governance is the base for a number of organizations involved in different

activities all around the social aspects. Designing e-Governance plan for concentrating a
huge number of requirements in rapidly changing environment is a challenging and very
difficult task. Planning of architecture design of e-Governance works is needs to produce
increasingly complex service delivery in shorter periods of time, with greater quality and
fewer resources. As a result of these pressures, new integrated e-Governance planning
architecture needs to develop.
2.3.1 E-Government Service-Oriented Model [14]
“E-Government systems of future must offer open and scalable architecture in classify to
be able to compose new small co-systems and permit for intra-Governmental and intra-
departmental workflows with services, providing an open, standards-based approach for
connecting services together so as to create higher-level dealing processes. Future e-
Government architectures should seek to integrate a wide range of services across the
entire government administration. Service oriented Architecture address the fundamental
challenges of open e-Government systems, which are to operate efficiently and achieve
coherence in the face of component autonomy and heterogeneity.”
Figure 2.3: e-Government Service-Oriented Model [14]
2.3.2 Intra-Operable E-Government Architecture:
“Following figure 2.4 shows details [14] of the proposed framework. In the e-
Government Manager, the Compensability Engine is responsible for the inter-domain
collaboration/cooperation.
“The functioning of the Compensability Engine at the e-Government Manager is

same as has been discussed above. In addition to that, the services available to its
Composite Service Manager are the departmental external services (the services being
offered by the governmental departments to each other).
Figure: 2.4 Intra-Operable E-Government Architecture

The Composite Service Manager provides orchestration of inter-departmental

services based on information provided in the service deployment descriptors. User
Interface shown in the e-Government Manager, is available for accessing the inter-
departmental information.
When intra-domain Compensability Engine accesses external services of some

governmental department(s), the XML-based RBAC Manager would control access to
those services in accordance with the defined access policies. The ‘Internal Details of
Inter-Domain Composite Services’ level in figure 2.4 exhibits the inter-departmental
collaboration where a set of departments shown under one cloud are performing multi-
domain collaborative tasks. The functioning of the Compensability Engine at the e-
Government Manager is same as has been discussed above. In addition to that, the
services available to its Composite Service Manager are the departmental external
services (the services being offered by the governmental departments to each other).
The Composite Service Manager provides orchestration of inter-departmental

services based on information provided in the service deployment descriptors. User
Interface shown in the e-Government Manager, is available for accessing the inter-
departmental information.
When intra-domain Compensability Engine accesses external services of some

governmental department(s), the XML-based RBAC Manager would control access to
those services in accordance with the defined access policies. The ‘Internal Details of
Inter-Domain Composite Services’ level in figure2.4, 4 exhibits the inter-departmental
collaboration where a set of departments shown under one cloud are performing multi-
domain collaborative tasks.”
Service Delivery Model: Local Government Perspective

“Accordingly, the Government may adopt approach for the future delivery of e-
government services [15] Under this approach, related e-government services can
be grouped into a number of clusters as shown in Figure 2.5
Figure: 2.5 Service Delivery Model: Local government perspective
“In addition to e-government services, each cluster can provide, where

appropriate, related commercial services so as to enhance the customer and commercial
value of the cluster. To maximize the value to the customers, the service clusters can seek
to provide services along the whole value chain (e.g. e-Procurement i-e from EOI and
pre-qualification of vendors to contract awarding) and adopt an end-to-end processing

approach (e.g. G2E Portal: from recruitment of HR to retirement all web-based services).
In order that the public can continue to access e-government services in different clusters
conveniently, various governments consider setting up a one-stop access portal with
linkages to various service clusters as the public interface.”
2.3.4 Semantic e-Governance Conceptual Architecture
Combination of web services which is best recourse of Information and communication

technology.
Figure 2.6: Semantic e-Governance Conceptual Architecture [16]
Above figure 2.6 shows the overall conceptual architecture for semantic [16] had
driven Web Service Applications in e-Governance. The architecture consists mainly three
layers, namely, Front Office; SWS Layer; and Back-End/ Service Providers.
Front Office: “provides the access point to the service requestors (citizens, businesses
and civil servants, etc.) to specify their needs and requirements against the available
services. It also allows for modeling, deploying, simulating semantics-based Web
services and for administrating and managing the overall system.”
SWS Layer: “It is the core component in the Semantic Web driven e-Governance service
environment. It provides the required functionality such Semantic Web Service
Infrastructure for e-Governance as, discovery, composition, mediation and invocation of
services.” The various components are described below:-
“Manager: a component that monitors all other components in the components layer. It
promises that incoming requests are routed appropriately between the components so that
the requests are executed according to the execution semantics. It also manages the
entries in the repositories.
Semantic Repository: a store house of resources for services, predefined goals,

mediation and ontology used within the SWS execution.”
Execution Engine: performs the discovery, composition, data and process mediation as
well as invocation of services. In receiving the requestor’s goal, the execution process
calls discovery of services, composition of those services into a process, as well as
controlling the invocation of services in the process. Data and process mediation is used
to resolve semantic or choreography mismatches respectively.
Discovery: it supports the finding of a suitable Semantic Web Service that satisfies the
requestor’s goal. It also addresses the problem of locating web services.
Composition: when a complex goal is satisfied by more services, the component

composition ensures the proper sequence of services to be invoked within the execution
of the process.
Semantic Transformation: it supports the semantic transformation at different levels,

such as, data, message exchange protocol, dynamic service invocation, etc.
Tracking: trust is an important component of Semantic Web technology for

implementing successful Semantic Web based application. This component allows the
tracking of different service providers and service users and provides the means for
auditing, etc.
Security/privacy: security and privacy component is for authentication and authorization

of users for accessing services and the resources as well as maintain confidentiality and
integrity of exchanged information.
Back-End/ Service Providers: are the providers of Web Services which have been
developed using standard Web Service tools. In the context of India, each state
government will be acting as service provider.”
2.3.5 e-Mitra Conceptual Architecture of Rajasthan State
“There is a great opportunity comes with Information communication and technology

(ICT) to deliver services to citizens. E-Governance is the effective application of ICT to
deliver services of government to the citizens. Suitable delivery of government’s
information and services towards the citizens is, one of the major objectives of E-
Governance. Government of Rajasthan launched two-citizen centric service delivery
projects namely Lok Mitra and Jan Mitra (2002). Lok Mitra was basically an urban
centric project with more thrust on utility payments; Jan Mitra was an integrated e-
platform to deliver desired information and services related to various Government
Departments at kiosks in villages. Government integrated both Lok Mitra and Jan Mitra
under new title e-Mitra which started operating in October 2005 (Jaipur City in
Rajasthan). The Primary objective of the e-Mitra was to provide integrated services
pertaining to Government Departments to the public in an efficient, transparent,
convenient and friendly manner using IT to maximize speed, accountability, objectivity,
affordability and accessibility from the perspective of the citizens. Under the e-Mitra
project, citizens were supposed to avail three types of services from any e-Mitra kiosks
across the State viz.” [19] [20]
“Present Status of Automation
The services being offered at LokMitra are as follows:
i. Payment of electricity bills.

ii. Payment of water bills of PHED.
iii. Online bus ticketing of RSRTC.
iv. Issue of Birth & Death certificates.

v. Payment of various dues/fee of Jaipur Municipal Corporation.
vi. Payment of various dues/fee of Jaipur Development Authority.
vii. Payment of various dues/fee of Land & Building Tax Dept.
viii. Payment of various dues/fee of Rajasthan Housing Board.
ix. Payment of Land line & CellOne bills (BSNL). “
JanMitra
i. A rural centric e-enabled service delivery system running successfully at Jhalawar

& Jaipur.
ii. It provides a wide range of social services & information on relevant topics to
citizens under one roof.
iii. It is a relevant case study of successful Public Private Partnership model.
iv. It has provided direct employment to about 350 rural youths and served around
4.5 citizens since inception in March 2002.
The services being offered by JanMitra are as follow:
v. Public grievance redressal.
vi. Online submission of application forms.
vii. Access to Land & Revenue Records (ROR).
viii. Access to Government Information.
ix. Development schemes.
x. BPL List.
xi. Immovable Property Rates (DLC).
xii. Agriculture information & Mandi rates.

“e-Mitra: integrated LokMitra & JanMitra-e-Mitra Project integrates LokMitra and

JanMitra initiatives under a single umbrella to bring together all the departments under
one single umbrella and give citizens of the state a multi-service single-window
experience.”
Figure: 2.7 e-Mitra Conceptual Architecture of Rajasthan state [19] [20]

“The key objectives are to-
i. Provide for hassle free one-stop solution to the citizen.

ii. Unified e-services platform minimize multiple interaction points for the citizen
and hence reducing the wastage of valuable time.
iii. Combines best features of LokMitra & JanMitra models.
iv. Enhanced services basket more departments including private sector services.
v. Uniform information interchange architecture.
vi. Public-Private Partnership model for Front Offices.
vii. Back Office to be owned by Government but operated by Technology Partner.
viii. Will provide employment to over 2000 educated youths.
ix. Uses real time, Internet & batch processing modes.
x. Being expanded across the state in phased manner.”
(I) Back Office-“Includes computerization of participating departments and establishing

an I.T. enabled hub in form of mini data center at district level. The district level data
center (e-Mitra data center) will be the platform on which customized software will run to
ensure service access for citizen. The e-Mitra data center will be managed by a Total
Solution Provider (T.S.P.) on behalf of the district E-Governance Society (under the
chairmanship of district collector). All the participating departments and service counters
will hook on to e-Mitra data center to make the system work. Financial resources for the
purpose will have to be provided by government.”
(II) Service Counters-“The counters to be set up in rural area will be known as JanMitra
kiosks and in the urban area LokMitra Centers.
i. Citizen will get registered on the counter.

ii. Citizen will be able to avail of services related to multiple departments/

organizations at the same counter.
iii. Rights from deposition of application to financial transaction to final deliverable

collection, every activity will take place at these counters. Only for the cases
where there is some statutory requirement of personal verification, will the citizen
be required to go to the concerned government functionary.
iv. As many activities as possible out of complete cycle be I.T. enabled but where
ever there are legal limitations, the activities will be carried out manually. The
main objective is to prevent common man from harassment of running to multiple
points in the government offices for getting his work done.
v. To make this contact point efficient, either the interface will be through web or
counters, which are managed by private partners (Local Service Providers).
The service delivery will be on charge basis so as to make the system self-
sustaining. For services that any government department/ organization wants to avail of,
like bill/ taxes collection and awareness generation, the payment of service charges will
be made by the concerned department. While in case of services which are rendered on
citizen’s demand, e.g. Caste Certificate, Death/ Birth Certificate etc. the payment will be
made by the citizen himself.”
2.3 KEY ELEMENTS OF GOVERNMENT TRANSFORMATION

“The National Institute of Smart Governance (NISG) has been incorporated as a 'not-
for-profit company' under Section 25 of the Companies Act 1956 India, at Hyderabad in
2002. Its vision is to establish itself as a Centre of Excellence in e-Governance by
leveraging private sector resources through public private partnership mode for the
spread of e-Governance. NISG believes that the key to unlocking potential in the
government sector lies in educating stakeholders about the unlimited possibilities in an e-
centric dispensation. Informed stakeholders will complement efforts to re-invent
government through modified procedures that mirror efficiency, convenience, fairness,

equity and justice. Such transformation calls for a paradigm shift in thinking.
The illustration given below highlights the key ingredients of government
transformation”:
Figure: 2.8 key elements of government transformation [http://www.nisg.org/.]
2.5 E-GOVERNANCE CHALLENGES SPECIFIC TO INDIA
We list down some of the challenges which are specific to India - (Some of the inputs are
taken from an officer from NIC).
• “Lack of Integrated Services: Most of the e-Governance Services being offered

by state or central governments are not integrated. This can mainly be attributed
to Lack of Communication between different Departments. So the information
that resides with one department has no or very little meaning to some other
department of Government.
• Lack of Key Persons: e-Governance projects lack key persons, not only from
technological aspect, but from other aspects as well.
• Population: This is probably the biggest challenge. Apart from being an asset to
the country it offers some unique issues, an important one being
• Establishing Person Identities. There is no unique identity of a person in India.

Apart from this, measuring the population, keeping the database of all Indian
nationals (& keeping it updated) are some other related challenges.
• Different Languages: A challenge due to the diversity of the country. It enforces

need to do governance (upto certain level), in local languages. Ensuring e-
Governance in local language is a big task to achieve.
• According to an officer from NIC, success factors of e-Gov projects -
o 10% Technology
o 60% Process
o 20% Change Management
o Rest is luck”
2.6 E-GOVERNANCE IN RAJASTHAN STATE
This section provides a historical background of the Rajasthan state and exported
the key contextual characteristics about geography and common statistical data,
language used, economy and policy, tourism, culture, districts, demographics and
transport of Rajasthan. I started by reviewing the state’s recent history of state
building and the most important events that have shaped such circumstances both
locally and regionally.
2.6.1 Rajasthan State: At A Glance
“Rājasthān (the land of colours) the land of Rajasthanis, is the largest state of the
Republic of India by area. It encompasses most of the area of the large,
inhospitable Great Indian Desert (Thar Desert), which has an edge paralleling the
Sutlej-Indus river valley along its border with Pakistan. The state is bordered by
Pakistan to the west, Gujarat to the southwest, Madhya Pradesh to the southeast,
Uttar Pradesh and Haryana to the northeast and Punjab to the north. Rajasthan
covers an area of 132,150 sq mi or 342,239 km². The proportion of the state's total
area to the total area of the country is 10.41 per cent. Jaipur is the capital and the
largest city of the state. Geographical features include the Thar Desert along
north-western Rajasthan and the termination of the Ghaggar River near the
archaeological ruins at Kalibanga, which are the oldest in the subcontinent
discovered so far.
“Modern Period, 1707 – 1947: Rajasthan had never been united

politically until its domination by Mughal Emperor - Akbar. Akbar created a
unified province of Rajasthan. Mughal power started to decline after 1707. The
political disintegration of Rajasthan was caused by the dismemberment of the
Mughal Empire. The beginning of the 19th Century was marked by the onslaught
of the Pindaris. In 1817-18 the British Government concluded treaties of alliance
with almost all the states of Rajputana. Thus began the British rule over
Rajasthan, then called Rajputana. “
2.6.2 Geography and Common Statistics of Rajasthan
Country India
District(s) 33
Established 1 November 1956
Capital & Largest City Jaipur
Population 56,473,122 (8th)
Density • 129 /km2 (334 /sq mi)

HDI (2005) 0.537 (medium) (21st)
Literacy 68% (20th)
Time zone IST (UTC+5:30)

“
Area 342269 km2 (132151 sq mi)
ISO 3166-2 IN-RJ
Website www.rajasthan.gov.in
Table: 2.1
Common Statistics of Rajasthan [Source: http://www.rajasthan.gov.in/]
In the southeast, a large area within the districts of Kota and Bundi forms a
tableland. To the northeast of these districts is a rugged region (badlands) following the
line of the Chambal River. Farther north the country levels out; the flat plains of the
northeastern Bharatpur district are part of an alluvial basin.” [22]
Districts [22]: Rajasthan is divided into 33 districts and seven divisions:
• Ajmer Division: Ajmer, Bhilwara, Nagaur, Tonk.

• Bharatpur Division: Bharatpur, Dholpur, Karauli, Sawai Madhopur.
• Bikaner Division: Bikaner, Churu, Ganganagar, Hanumangarh.
• Jaipur Division: Jaipur, Alwar, Jhunjhunu, Sikar, Dausa.
• Jodhpur Division: Barmer, Jaisalmer, Jalore, Jodhpur, Pali, Sirohi.
• Kota Division: Baran, Bundi, Jhalawar, Kota.
• Udaipur Division: Banswara, Chittorgarh, Pratapgarh, Dungarpur, Udaipur,

Rajsamand.
2.6.3 National e-Governance Plan (NeGP):
2.6.3.1 At Initial Level Proposed Plan [23]
“The National e-Governance Plan (NeGP) is a major initiative of the Government

of India (GoI) for ushering e-Governance on a national scale. The plan builds on
the experience gained in implementing several e-Governance initiatives in the
country. One of the learning that forms core of the NeGP is its stress on citizen
centric service as against a typical application development / departmental
computerization. The figure 2.9 below presents the NeGP framework. The plan
essentially consists of core policies, integrated service projects that cut across
departments, Mission Mode Projects (MMPs) in the Central and State Sector.”
Figure: 2.9 NeGP Framework [23]
“The plan is proposed to be implemented over a 4-year period (2003-07) at an

estimated cost of over Rs.25,000 crore. To achieve the same, the National e- Governance
Plan also provides for significant investments in areas such as Government Process
Reengineering, Capacity Building, Training, Assessment and Awareness. The nature and
scale of e-governance initiatives planned within the domain of the State Governments,
present a considerable enhancement in the aspiration level of Government. Major
managerial and technological challenges are one consequence of this, particularly in the
context of the need for implementation of these projects in a “mission/project zed mode”,
(with clearly defined goals, timelines and responsibilities) by concerned departments of
the State Governments. For achieving this, the State Governments need to provide for
overall direction, standardization and consistency across initiatives and at the same time,
have the resources and flexibility to drive this plan. The aforementioned requirements and
the sheer scale of the initiatives warrant the state governments to articulate clearly the
strategic priorities of the state and ensure that they are in alignment with the NeGP. A
clear vision, roadmap to fulfill the vision and strategy for implementing the roadmap are
crucial to mitigate risks associated with any wastage of resources and time.”
2.6.3.2 Current Initiatives Under National E-Governance Plan (Negp) [24]
A. Common Service Center (CSC) (www.cscmis.emitra.gov.in)
1. Total of 6626 CSCs are proposed to be set up in Rajasthan @ 1 CSC per six
villages.
2. These 6626 CSCs are to be set up over a period of one year as per the following
schedule
a. 25% in initial 5 months
b. 25% in next 2 months
c. 25% in the next 2 months and
d. Remaining 25% in last 3 months.
3. The project is being implemented by RajCOMP, which is the SDA (State

Designated Agency) for the project.
4. Two SCAs (Service Centre Agencies) namely M/s Zoom Developers and M/s
CMS have already been selected in the month of February 2009 to roll out the
project in Rajasthan.
5. M/s CMS is to set up 4054 Centres in 19 districts of Jaipur, Ajmer, Udaipur and
Kota Division and M/s Zoom Developers is to set up 2572 centres in 14 districts
of Bharatpur, Jodhpur, Bikaner Division.
6. All CSCs are to be allocated to women VLEs (Village Level Entrepreneurs) who
are to be selected by aforementioned SCAs.
a. Status of CSC
1. The actual implementation of the project started towards the end of May 2009.
2. Over a period of 5 months , 534 VLEs have been selected by the SCAs (VLEs
shortlisted by M/s CMS – 379; M/s ZOOM Developers – 155 )out of which 187
VLEs have signed agreement and 101 Kiosks have been made operational for
business to citizen services such as Railway Reservation, Bus Reservation,
Registration of New Insurance policy, All types of mobile recharge, All types of
DTH recharge, Sale of TATA SKY set top box, ITZ recharge.
3. As far as G2C services (like Utility bill payment – electricity, water, telephone;
public grievances redressal, form download for various government schemes, etc.)
are concerned the process has been started and the services shall be rolled out
after signing of MOU between respective district e-Mitra societies and SCAs.
4. Board of Revenue has now permitted the CSCs to make available the Record of
Rights to the citizens as per service charges applicable.
5. Department of Information Technology and Communication has already tied up

with Home Department for issuances of Bonafide Certificate on end to end basis,
the modalities of which are being worked out.
http://www.rajasthan.gov.in/rajgovt/banners/e3.jsp [24]
6. In the near future, all the CSCs .would get linked to the e-Mitra Web Portal for
roll out of G2C services provided by Govt. of Rajasthan as well as B2C services.
7. The online web portal under E-mitra would be put to field test on 7th November
2009 in the urban areas of Alwar district.
8. All the District Collectors have already been given detailed instructions in the
form of a Booklet and presentation for facilitating the implementation of CSCs
scheme.
9. All the District Collectors have already been given detailed instructions in the
form of a Booklet and presentation for facilitating the implementation of CSCs
scheme.
b. Unique Features of CSC
1. Progress of the project was reviewed by the Chief Secretary, in the presence of
Additional Secretary, DIT, Government of India in the meeting of the Apex
Committee.
2. Coordination Committees have been constituted at District and Block level to
monitor the CSC roll out.
3. Minimum assured income to VLEs is Rs. 1000/- per month or 50% of the
division-wise revenue sought by the SCAs, whichever is higher.
4. A comprehensive Web-based application has been developed for on-line

monitoring of progress of implementation of CSC Scheme up to VLE level. The
URL of portal is www.cscmis.emitra.gov.in
i. Entire VLE profile including photo of VLE, photo of IT infrastructure,

copy of agreement, etc. are available on the website.
5. Service Charges- Government of Rajasthan has issued circular for commission /

service charges to be paid to SCAs for delivery of G2C services.
i. Uitlity bills - Rs. 3.95
ii. Application – Rs. 9.00
iii. Downloading information and grievances submission – Rs. 5.00
6. One Model CSC eachwill be set up at Rajeev Gandhi IT Vikas Kendras to be

setup at 248 Block Headquarters.
7. Space is proposed to be provided at Rajeev Gandhi Sewa Kendras proposed to be

set up at all Panchayat Headquarters under NREGP.
B. Rajasthan State Wide Area Network (RSWAN)
1. SWAN is an element of the core IT infrastructure for supporting e-Governance

initiatives wherein it is proposed to extend connectivity to the block level.
2. The project aims at creating vertical and horizontal communication network by
linking 33 District HQS and 250 Tehsil / Block offices with State HQ.
3. Horizontal connectivity is to be provided to cover District offices at District HQs

and Tehsil HQs.
4. The entire SWAN connectivity would be on 2Mbps wired links.
5. The existing network of SecLAN and NIC would be integrated with SWAN .
6. The network would provide data, voice and video communication facilities and
link together District & Tehsil administrative offices, DLOs etc.
7. The SWAN Network would be connected to SDC.
C. State Data Centre (SDC)
1. State Data Centre is being created under NeGP to work as Central repository of
information & application for major Departments of the State Government and to
consolidate services, applications and infrastructure to provide efficient electronic
delivery of G2G, G2C and G2B services through CSCs .
2. Besides being the Central Repository, State Data Centre would provide many
functionalities. Some of the key functionalities are
i. Secure Data Storage
ii. Online Delivery of Services
iii. Citizen Information/Services Portal
iv. State Intranet Portal, Disaster Recovery

v. Remote Management and Service Integration.
3. The new SDC being constructed under NeGP in the new IT Building which will
have the capacity of 40 racks to fulfil the server space requirements of the State
Government for at least 5-10 years.
D. State Service Delivery Gateway (SSDG)
a. Scheme of SSDG
1. The State Service Delivery Gateway project has been formulated under the
National e-Governance Plan (NeGP) to fulfill the vision of providing easy and
convenient services to the citizens through remote access primarily through
Common Service Centres (CSCs) and the State Portal.
2. State Portal, through SSDG, will provide anytime, anywhere access facility for all
G2C services to citizens. A citizen will be able to avail G2C services pertaining to
any District or location through the State Portal .
3. The State portal and SSDG will form a Single point of access for all the citizens
across the Country through National Portal of India (NPI) using the National
Service Delivery Gateway (NSDG) as the State Portal and SSDG are a part of
NPI and NSDG
4. The State Portal & SSDG scheme would also help in reducing number of visits
of citizens to a Government office / department for availing the services, reducing
administrative burden and service fulfillment time & costs for the Government,
Citizens & Businesses, reducing direct interaction of citizen with the Government
and encourage ‘e’-interaction and more efficient communication through portal
b. Status of SSDG
1. RajCOMP is implementing the project as State Designated Agency.

2. M/s KPMG has been engaged as Consultant for phase 2 i.e formulation of RFP
for selecting Implementing Agency to operational the State Portal and State
Service Delivery Gateway.
3. After approval of Infrastructure Gap Interim Report (IGIR), Government of India

has released Rs. 370 lacs for Rajasthan as the first installment from the total
sanctioned amount of Rs.11.57 Crore .
2.6.3.3 Approaches for Development [23]
Figure: 2.10 Approach for development of e-Governance Roadmap
Above figure 2.10 depicts the approach undertaken to develop the e-Governance
Roadmap for the state of Rajasthan. The development agenda of the Government of
Rajasthan was examined to understand the priority areas for development of the state. E-
Readiness assessment of the departments was undertaken to evaluate their readiness and
requirements in terms of people, processes and technology; to effectively leverage
Information and Communication Technology (ICT) for providing services. These aspects
helped to enunciate the e-Governance Vision of the state which was enmeshed with the
NeGP and tenets of e-Governance to design an e-Governance strategy for Rajasthan.
The key components of the strategy viz. customers, services, delivery channels
and performance measures were carefully examined and based on the prioritization of
services and delivery channels the e-Governance Roadmap / Action plan was prepared.
Details of the activities undertaken to support the above approach are as given in table
Components of Approach Activities undertaken
Understanding the Development Interaction with the key functionaries such

as the IT
Agenda of Rajasthan
Secretary, Secretaries and Principal
Secretaries of
participating departments etc.
• Draft IT Policy 2006-2008
• Study of the budget speech
E-Readiness level assessment of • Dip stick study of 40 participating

departments (list of
Departments
departments in Annexure 1) including
o Interviews
o Study of annual progress reports and

citizen
charters
o Current IT initiatives and infrastructure
o Skill sets of employees
• Interaction with officials from DoIT,

Rajcomp and NIC
• Interaction with people in charge of major

initiatives
such as the SDC, Rajasthan SWAN, eMitra,

SecLAN and
study of the RFP's for these initiatives to

understand the
initiatives in detail.
• Secondary research:
o e-Readiness report 2004-05 by GoI
o e-Strategies Tool kit by World bank
o PwC internal documents
e-Governance Strategy • Study and recommendations for the

following 4
components of e-Governance strategy
o Customers: Based on PwC internal

research,
learning from department staff experience

etc.
o Channels: As-is assessment of the

maturity
levels of channels, breadth of access,
investment required etc.
o Services: Based on criticality Feasibility
Framework
o Performance Measures: Based on value to

the
customers, value to the departments and
progress tracking measures.
e-Governance Roadmap
e-Governance Roadmap • Articulating the action plan for

implementing the e-
Governance Strategy
Table: 2.2 Activities undertaken for the development of e-Governance Roadmap [23]
2.6.4 ICT Status and Vision of e-Governance [23]

“
E-governance is a way for governments to leverage the Information and
Communication Technologies (ICT) to provide people with convenient access and better
quality of government information and services and to provide greater opportunities to
participate in democratic institutions and processes. Governments around the world are
using ICT to reach to the citizens and businesses and provide them services through
various channels at the time and place of their convenience. The Government of
Rajasthan appreciates that a well articulated, realistically achievable vision is the starting
point for a comprehensive approach towards implementing e-Governance. A clearly
articulated vision statement motivates the stake holders to work towards the achievement
of common goals in a focused manner.” The Government has therefore, articulated a
comprehensive E-Governance vision for Rajasthan in the IT policy 2006-08, as below:
“The government of Rajasthan would leverage information Technology not

only as a tool for improving governance and employment opportunities, but
also more significantly as a means to enhance the quality of life and bridging
the socio-economic divide in the state ensuring that skew in the development in
society is minimized and the underprivileged sections of the society are brought
at par with the more privileged sections.”
The vision statement clearly elucidates the key theme of Rajasthan’s desired e-
Governance direction, which is:
• “Use e-Governance as a tool for improving Governance and employment

opportunities: Use of ICT will facilitate the improvement in monitoring and
implementing various welfare schemes while increasing the accountability and
transparency in government. Moreover, employment opportunities for
entrepreneurs would be generated through the establishment of CSC’s and kiosks.
• Improve the quality of life of citizens: e-Governance would help in attaining this
objective through the provision of citizen centric service delivery thereby
providing better turnaround times and convenience in demanding and availing
services.
• Leverage IT to empower masses and promote equitable development thereby

eliminating the socio-economic divide: ICT offers a compelling tool for the
government to empower the masses by decreasing the time and cost required for
demanding and availing services. Mechanisms like citizen feedback, grievance
handling systems, provision for citizen forums on the web portal and increasing
the number and breadth of access channels are some means of attaining this
objective.”
In line with the above vision, Government of Rajasthan has made 'e-governance' as
one of its prime agendas since the past few years and designed proactive strategies for its
effective implementation. The main goals that the government of Rajasthan wants to
achieve through the above vision are:
• Enhanced participation of the people in decision making and program

implementation
• Equal access to information and Administration for all people
• A credible government-public interface that becomes an interactive forum.
• An efficient service delivery system
• Transparency in operations.
• Community Linkages
The state of Rajasthan would benefit greatly from an overall enterprise IT strategy
for achieving the collective business objectives of its departments. An IT Strategy that is
based on an overarching business strategy rather than separate, unaligned individual
department strategies would allow executive department agencies, constitutional offices,
the Legislature and the judicial branch to focus their energies and resources to enhance
value and introduce cost-effective operations throughout the government. Such a strategy
is essential to create synergy and achieve an alignment between the state’s IT investments
and its desired service outcomes for citizens and businesses.
In order to fructify its vision, the Government of Rajasthan needs to focus on the
following four elements:
• Customers
• Services
• Delivery Channels
• Performance measures
The Government of Rajasthan has identified IT and ITeS as a major thrust area for
the growth and development of the state. The Government of Rajasthan enunciated an IT
policy for Rajasthan in the year 2000 for the first time and has come out with a new IT
and ITeS policy for 2006-08. The highlights of the IT and ITeS policy 2006-08, is
captured in Annexure 5.
The State Government is taking all possible measures for spreading e-Governance
throughout the state, covering all the sectors with a view to provide hassle free,
transparent and efficient service to the common man (both in urban and rural areas).
For achieving this goal, the government has taken a four pronged approach:
• Citizen Centric Service Delivery
• Back End Computerization

• IT Infrastructure Creation
• Human Resource Development
2.6.5 Specialized Agencies and Participating Departments [23]

In line with the above approach; the following 2 specialized agencies have been
established:
“Department of Information Technology & Communications (DoIT & C) was

established by the Government of Rajasthan in 1987 under the Planning Department with
the key objectives of formulating IT policies, creating IT awareness and providing
technical consultancy to the state government departments in their computerization
activities. Presently, it functions as a Nodal agency in Government sector to provide well
organised and project oriented approach to the computerization activity in the state
Government Department. The department is headed by the Director.”
“Rajasthan State Agency for Computer Services (RajCOMP) was established

as consultancy and project implementation agency in 1989, to cater to the increasing
scope of application of IT in the Government Sector. The Managing Director manages
RajCOMP's day-to-day working. The Chief Secretary heads the governing Board of
RajCOMP and the Secretary, IT & C chairs the executive body. The Government of
Rajasthan appreciated the need to build capacities in various departments from an early
stage and as a testimony; about 50 programmers and analysts from Do IT&C have been
deputed in various departments to spearhead the computerization and e-Governance
initiatives of the department. Therefore, most of the departments have been able to
develop in house applications. Some other departments have undertaken computerization
initiatives with the help of RajComp and NIC. Moreover, staff from every department has
been provided training on computer awareness, general computer skills and internet by
DoIT, NIC or private sector partners appointed by DoIT.”
[23]
Processes : The wrong idea behind the euphemism of e-governance is the
computerization of various government departments, while e-Governance is not as much
of of technology but more about people, processes and cultural change of the work.It is
vital that the process redesign, i.e. the critical analysis and radical redesign of workflows
and processes within and between governmental departments, is undertaken breakthrough

improvements in performance are to be achieved. Once Government of Rajasthan has
achieved the aim of providing the e-Governance enabled government to its customers, the
state must take steps towards providing a transformational government. Some of the steps
which may be undertaken to start the process for the transformational government are as
given below:
• Approach towards Shared Services - Shared Services approach is needed to

release efficiencies across the system and support more customer centric delivery. Shared
services provide public service organizations with the opportunity to reduce waste and
inefficiency by re-using assets and sharing investments with others. Particular attention
Payroll, Audit, Vehicle Management, Facilities Management, Secretarial services, office
supplies procurement etc. where standard systems and processes is likely to achieve
efficiency gains across the whole government.
• Integrated Services: The government structure must be ultimately centered on

a customer centric life-cycle approach. The Government Process reengineering provides
the improvement in service delivery but to the total government transformation, it may be
essential to study the various services provided by different departments and group the
similar services under one umbrella. Common technology must be leveraged to enable
joined-up government. For e.g. : Registration of Property transaction must lead to
mutations in the Land Records or Property Tax register, or Building plan approval must
lead to the generation of the electricity/water connection application. The applicant must
only make the necessary payments and provide specific information on self –guiding
screens on web or kiosks.
[23]
Participating Departments : There are various departments in Rajasthan state for
whom e-Governance is very necessary due their nature of work and direct dealing with
public and citizens. At the initial level high preference gives to revenue related
department.
The list of 40 departments that participated for the development of the e-Governance
Roadmap for Rajasthan is as follows [23]:
1. Agriculture 21. Panchayati Raj

2. Animal Husbandry 22. Personnel
3. Commercial Taxes 23. PHED
4. Cooperatives 24. Planning
5. Election 25. Police
6. Employment department 26. Primary Education and Sanskrit
7. Excise 27. PWD
8. Finance 28. Power
9. Food and civil supplies 29. Revenue
10. Forest 30. Registration and Stamps
11. Higher Education 31. Rural development
12. Information Technology 32. Settlement department
13. Industries 33. Social Welfare
14. Irrigation 34. State Agricultural Marketing Board
15. Information and Public Relations 35. Technical Education
16. Jaipur Development Authority 36. Transport
17. Labour 37. Treasury
18. Local Self Government 38. Tourism
19. Medical and Health 39. Urban Development and Housing
20. Mines 40. Women and Child Development
Table: 2.3 list of 40 departments participated in e-Governance
2.6.6 Key Applications/Projects Developed [24]

“Key Applications/projects which are developed toward e-governance implementation in

Rajasthan state are fully integrated and categorized into four parts such as”-
2.6.6.1 Key Applications/projects for Government to Government

2.6.6.2 Key Applications/projects for Government to Business
2.6.6.3 Key Applications/projects for Government to Citizens
2.6.6.4 Key Applications/projects for IT Infrastructure
“2.6.6.1 Key Applications/projects for Government to Government
a. Chief Minister’s Information System:(www.cmis.rajasthan.gov.in): facilitates

monitoring of CM announcements, budget announcements, projects and various
financially aided schemes, Chief Minister’s Schedule, issuing of various sanctions from
CM Relief Fund/ BPL schemes etc.
b. Disaster Management System: (http://dmrd.rajasthan.gov.in):is a web enabled

integrated system designed and developed to monitor and control various activities being
carried out under relief works.
c. Right to Information portal: (http://rti.rajasthan.gov.in): provides facility to file

RTI application and check the status online.
d. Digitization and e-cataloguing: (http://ancientdocuments.rajasthan.gov.in)

(http://ancientcoins.rajasthan.gov.in) Ancient documents, antiques, antique coins are being
digitized and e-catalogued Departments include:
i. Rajasthan State Archives, Bikaner

ii. Rajasthan Prachya Vidyapratishthan, Jodhpur
iii. Language and Libraries Dept., Jaipur
iv. Archeology and Museums Department.
http://www.rajasthan.gov.in/rajgovt/banners/e2.jsp#g2b [24]
e. Seconline: An Intranet portal for Secretariat Network for scheduling the meetings and
with the facility of utilizing the common office application tools and software.
f. Video Conferencing: The facility has been provided to the 33 districts of the State and
a Video Conferencing calendar for all the Departments has been issued. All major
departments are utilizing the services as per their requirements.
g. Mobile Video Conferencing: The objective is to establish the two-way instant high
capacity communication link between State Head quarter and the remote site and utilized
to facilitate instant voice links between administration and disaster effected place to
mobilize and to provide the adequate support. These links are also being utilized to have
voice / video conferencing between State administration and District / Village
administration for the grievance removal of the affected people. Two mobile Video Vans
have been made operational for G-to-C interactions and for onsite monitoring of field
projects. This facility has been extensively used in Swasthaya Chetana Yatra and Gram
Sampark Abhiyan by Medical and Health Department.
h. SI & PF: The State Insurance and the General Providend Fund details of all the State
Government employees has been computerised benefitting all the employees.The updated
information of the policies, New Pension Index details, Mediclaim Insurance Policy
details etc are also available at http://sipf.rajasthan.gov.in.
i. LITES: (http://lites.rajasthan.gov.in):A Web based Litigation Information, Tracking &

Evaluation System (LITES) implemented on the exemplary Initiative taken by Justice
Department. It is being used by most of the Departments for effective monitoring of legal
cases. More than 1.00 Lac cases being monitored by 200+ Departmental litigation
officers with around 1400 cases monitored on daily basis. LITES 2008 -Upgraded
Version launched with exhaustive Query Reporting and At A Glance reporting features
for the Top level Administration enabling online monitoring of litigation.
j. Vikas Darpan: A GIS tool for decentralized planning - A GIS based tool for
decentralized planning – Vikas Darpan – has been made operational. This system
provides complete maps of the State, 32 Districts, 241 Tehsils and 41,000 villages linking
socio-economic profiles and demographic data of Census 2001. Vikas Darpan provides
access to the public as well as to State Government departments in a closed user group
(CUG) mode. Web based GIS application http://gis.rajasthan.gov.in has also been
developed.
2.8.6.2 Key Applications/projects for Government to Business
a. Excise Department: (http://rajexcise.org/) : i.Web-based system linking all the 33

District offices of Excise Department with its Headquarter for generation of various
permits, bank challan deposits, wholesaler, contractor invoicing, distillery production and
dispatches, license ledgers. ii.During the financial year 2009-2010, revenue to be
generated through online transactions: A. Excise Department Rs. 2300 crore
B.Rajasthan State Breweries Corporation Rs. 1500 crores
b. VAT System Automation: (www.rajtax.gov.in): implemented at all the 11 zonal

headquarters & 56 regular circles for Registration of dealers, maintenance of revenue
collection registers, Facility for e- payment and for filing e-returns. Currently, all returns
are being filed electronically. i.Rs. 4300 crores worth of revenue collected by September
30, 2009 through this system.
c. Mines & Geology Department: (www.dmg-raj.org) : The Department has been

completely IT enabled by implementing a comprehensive, all-encompassing web based
application
d. e-Procurement: (http://eproc.rajasthan.gov.in) Statewide E-Procurement System is

being implemented in the state to bring about transparency and reduce time constraint in
procurement procedures in Government Departments . Successful pilots have been done
in Rajasthan Urban Infrastructure Project (RUIDP) and the Department of IT &C
(DoIT&C). e-Procurement has been made mandatory for five Departments PWD, PHED,
Irrigation, Medical & Health and Forest.
2.8.6.3 Key Applications/projects for Government to Citizens
a. e-Mitra: http://emitra.gov.in e-Mitra has been implemented in all the Districts across
the State. The project is similar to CSC project implemented in Urban areas under which
various services are being provided through Kiosks. On-line monitoring tool available
at http://urban.emitra.gov.in
b. ‘Anytime, Anywhere Registry’: (http://www.rajstamps.gov.in): for registration of

property irrespective of the jurisdiction of sub-registrar office. The project had been
implemented in 11 SR Offices in Jaipur on pilot basis. Besides this all the SR Offices
have been IT-enabled.
c. Aarogya-online: Complete IT-enablement of SMS Hospital, Jaipur. Application

includes computerization of Outdoor Patient Department, Indoor Patient Department,
Billing, Enquiry, Investigation (Central Lab), Diet/Kitchen, Pharmacy & Drugs, OT etc.
d. Transport Department: (http://www.transport.rajasthan.gov.in):The department had

taken the initiative and had successfully computerized the Registration of Vehicles and
Issue of Driving Licenses through out the state of Rajasthan. In the current financial
year , the Department is implementing VAHAN – Vehicle Registration System and
SARTHI – Issue of Driving License in all the RTOs/DTOs of the State.
e. Revenue Department (Land Records): http://apnakhata.raj.nic.in : Database of

Record of Rights (RoR) covering 6.8 million landowners has been completed in all the
241 tehsils. Copies of RoR (Nakal) are being provided to citizens through e-Mitra kiosks
and other independent channels.
f. Municipal Corporations: E-Governance Project has been implemented in 6 municipal

corporations at Divisional HQs under RUIDP viz, Jaipur(http://jaipurmc.org),
Jodhpur(http://jodhpurmc.org),Udaipur(http://Udaipurmc.org), Kota (http://kotamc.org) ,
Bikaner(http://bikanermc.org)and Ajmer(http://ajmermc.org). The project covers complete automation of
back offices and a Service delivery system for issue of birth & death certificates, public grievance
redressal, Financial Accounting etc.
g. Mandi Online: It is a dynamic software facility available on

http://www.http://rajamb.com which provides the daily Agriculture Mandi prices for all
important agricultural commodities traded in the Mandi throughout the State . The
commodity profile lists all major commodities of Rajasthan and provides useful
information about the agriculture scenario in the State.
i. RSRTC: (http://www.rsrtc.gov.in): Rajasthan State Roadways Corporation has

online reservation & ticketing system across all districts in the State in collaboration with
private sector in about 48 Bus stations.
e-ticketing an online ticketing facility has been introduced which facilitates the
passengers to book their forward and return tickets for the VOLVO, A/c and Deluxe
buses plying between Jaipur-Delhi and Jaipur-Agra.
2.6.6.4 Key Applications/projects for IT Infrastructure
a. State Data Center (SDC): It is the central repository of all the important data
pertaining to State Government domain and has been operational since August 2005. This
data center would act as a core of the State level information infrastructure, which in turn
would integrate geographically, distributed data depositaries. This would enable the
government to work better, yield higher revenue growth and reduce costs apart from
servicing citizens' needs as never before. Citizens would be able to freely interact with
various government departments anytime, anywhere with minimal effort. This in turn
would also help in effective implementation of Right to Information as all information
would be available in electronic form for access to citizens. All the critical
communication and computing equipments like Core switches, Routers, Firewalls, IDS,
SAN, database and web servers procured under different flagship projects have been
installed at SDC. The Data Center would work on 24 X 7 basis. In addition to the above,
this Data Center would act as the Nerve center for the Networked Government
infrastructure, Network Operations Center for Secretariat Network (SecLAN) and Jaipur
City Metropolitan Area Network (M.A.N) and also as Network Operations Center for
upcoming Rajasthan State Wide Area Network. Being extensively used for hosting 154
Web Sites, Several Applications and Data Bases like: Vikas Darpan, Registration &
Stamps, VAT-IT Project, e-FIR, e-Procurement, e-Mitra, Transport, CSC, Mail Server,
Internet Gateway for Sec-LAN & MAN. Eventually all Departmental

Servers/Applications are to be hosted at SDC.
b. Secretariat Networking Project Sec-LAN-MAN: It is state-of-the-art Voice, Data &

Video network connecting about 5000+ users through computers and IP phones. IP
Phones to 32 District Collectors (excluding Pratapgarh) have been provided using NIC
Network. Under Metropolitan Area Network (MAN) 40 Government buildings in Jaipur
are inter-linked using different technologies.It is a part of e-governance initiative of the
Government and would help decision makers in the government analyze the
information/data with decision support applications for planning, executing and
managing government programs.
2.6.7 Divisions/Regions of Rajasthan:
Rajasthan state has seven divisions and 33 districts. Jaipur district is capital of the
Rajasthan. Categorization of districts within their divisions as following:
Ajmer Division: The division comprises four districts, namely, Ajmer, Bhilwara,
Nagaur, Tonk.
Bharatpur Division: The division comprises four districts, namely, Bharatpur, Dholpur,
Karauli, Sawai Madhopur.
Bikaner Division: The division comprises four districts, namely, Bikaner, Churu, Sri
Ganganagar, Hanumangarh.
Jaipur Division: The division comprises five districts, namely, Alwar, Dausa,
Jaipur, Jhunjhunu, Sikar.
Jodhpur Division: The division comprises six districts, namely, Barmer, Jaisalmer,
Jalore, Jodhpur, Pali, Sirohi.
Kota Division:The division comprises four districts, namely, Baran, Bundi, Jhalawar,
Kota.
Udaipur Division:The division comprises six districts, namely, Banswara, Chittorgarh,

Dungarpur, Rajsamand, Pratapgarh, Udaipur.
2.7 E-GOVERNANCE IN BIKANER DIVISION: (A Region of Rajasthan State)
2.7.1 Pertaining to Bikaner Division:

Bikaner District is a district of the state of Rajasthan in western India. The
historic city Bikaner is the district headquarters. Bikaner is also Division with the four
districts: Bikaner, Churu, Sri Ganganagar and Hanumangarh.
Figure 2.11: Area of Bikaner in Rajasthan [http://bikaner.nic.in/]
History: Bikaner's history dates back to 1488 AD when a Rajput prince Rao Bika ji a
descendent of the founder of Jodhpur (1459 AD)., Rao Jodha Ji established his kingdom
here. Bika Ji chose a barren land called "Jungladesh" and shaped it into an impressive
city, called Bikaner after the founder's name.
Figure 2.12: Ancestry-Bikaner
Figure: 2.13 Bikaner-Flag
Bikaner: Profile
Quantity/
S.No. Section Unit
Location
1. LOCATION
Latitude Degree min 27.11' to 29.03'
Longitude Degree min 71.54' to 74.22'
2. AREA
Total geographical area square km 30247.90
Forest area square km 812.62
3. ADMINISTRATION
Sub Division Number 8
Tehsil Number 8
Sub-Tehsil Number 1
Development Section Number 6
Gram Panchayat Number 219
Villages Number 933
Aabad Villages Number 861
Non-Aabad Villages Number 72
Municipal Corporation Number 01
Municipal Councils Number 06
Police Stations Number 22
Traffic Police Station Number 1
Police Posts Number 40
4. Population (census 2001)
Total population Lac 19.02
Men Lac 10.03
Women Lac 8.99
5. Literacy (except 0-6 age group)
Total literate Percent 57.54
Men Percent 70.78
Women Percent 42.55
6. Industries
Registered Small scale Industries Number 5270
Employed persons Number 23574
Table 2.4: Common Statistics of Bikaner

The district is bounded by Ganganagar District to the north, Hanumangarh

District to the northeast, Churu District to the east, Nagaur District to the southeast,
Jodhpur District to the south, Jaisalmer District to the southwest, and Punjab Province of
Pakistan to the northwest. Bikaner District lies in the Thar Desert. The Indira Gandhi
Canal, also known as the Rajasthan Canal, runs through the district from northeast to
southwest, providing irrigation water for the district. World famous miracle temple of
Karnimata in Deshnok near Bikaner also known as Temple of Rats.
Administrative Set-Up: Bikaner district has five sub-divisions: Bikaner, Nokha,

Loonkaransar, Khajuwala and Dungargarh. In Bikaner there are two tehsils Bikaner and
Kolayat, while in Khajuwala, there are three tehsils: Khajuwala, Chhattargarh and Pugal.
Nokha, Loonkaransar and Dungargarh have only one tehsil with the same name.There are
923 villages and 219 Gram panchayats. There is one Municipal Corporation (Bikaner)
and six Municipal Councils :- Deshnok, Nokha, Dungargarh, Khajuwala, Loonkaransar
and Napasar. For administration and development, the district is divided into eight sub-
divisions i.e. Bikaner,Kolayat,Nokha, Loonkaransar, Khajuwaka, Chhattargarh, Pugal and
Dungargarh and eight tehsils, i.e., BIkaner, Kolayat, Nokha, Loonkaransar, Khajuwala,
Chhattargarh, Poogal and Dungargarh . The developmental activities of the district are
being looked after by six Panchayat Samities, i.e. Bikaner, Kolayat, Nokha,
Loonkaransar,Khajuwala and Dungargarh. There are 933 villages and 219 Gram
panchayats. There is one independent Sub-Tehsil Bajju situated in Kolayat tehsil for
better administration.
Administration Unit Statement:
S.N. SUB TEHSILS IN SUB- GRAM ILR PATWAR

.DIVISION SUB TEHSIL Abad Gair CIRCLES
DIVISION Abad TOTAL CIRCLES
1 Bikaner Bikaner 128 10 138 5 41
2 Kolayat Kolayat Bajju 196 37 233 4 45

3 Nokha Nokha 143 2 145 5 49
4 Loonkaransar Loonkaransar 125 13 138 7 44

5 Khajuwala Khajuwala 54 4 58 2 18
6 Chhattargarh Chhattargarh 64 1 65 3 22
7 Pugal Pugal 58 0 58 4 24
8. Dungargarh Dungargarh 93 5 98 4 23
Total 861 72 933 34 266
Table 2.5: Administration Unit Statement
Industrial Development of Bikaner: The Industrial Development movement in

Bikaner can be traced to as early as in 1962. Though industrialization process started
somewhat late but in a short span of time, the city’s industrial growth is remarkable. In
between 1967-70, the first industrial area was outlined and the Bikaner district
association was formed. Thereafter, instead of moving to other regions for doing
business, people preferred to stay at Bikaner to do business. Soon, favorable business
conditions encouraged people to start industries in their home district. Not only residents
of Bikaner but also people from neighboring areas started to participate in the eruption
of industrial development of the city. In 1980, the Bikaner Industries Association
proposed to set up a second industrial estate and for which a 250 acres area of land was
allocated. The most prosperous industries in Bikaner are:
Woolen Industry: Bikaner boasts of being the biggest Woolen Mart not only in India but
also in Asia. Bikaner has been a center of wool business for more than 185 years. The
wool is taken from Bikaner to Badhohi in Uttar Pradesh for making good quality carpets.
Carpet weaving is also a famous industry at Bikaner.
Ceramic Industry: In and around Bikaner, Gypsum is found in good amount. Thus,
industries based on gypsum, white clay and fullers-earth are quite abundant in Bikaner. It
is said that Maharaja Ganga Singh had sent silica-sand to Belgium as a raw material
where quality glass was manufactured and brought to Bikaner. Several glass articles can
still be seen in the museum in Bikaner.
Bhujiya and Namkeen Industry: Bikaner is famous for its Papad and Bhujias. There are
hundreds of big and small units in Bikaner which are involved in making Papads and
Bhujias of different varieties. Thousands of people are employed in these papad and
namkeen industries. At present, there are about 425 units in Bikaner producing Bhujias.
These units are located in the Bikaner district and nearby areas of Shri Dungargarh,
Churu, Nagaur and Sri-Gaganagar. Except a few most of these units are small and cottage
type industries.
2.7.2 Implementation of E-Governance in Bikaner Division
2.7.2.1 E-Governance Roadmap in Bikaner Division

With key infrastructure and policies in place, Government has forcefully
promoted data and information sharing with the citizen by way of display and disclosure
of information of large number of serviceable departments and their subordinate
organizations through their respective websites. So undoubtedly e-governance has
emerged as a powerful tool for any citizen centric, transparent and effective governance
system. In this section I am annoying to explore the E-Governance in Bikaner Division,
which is the very potential Division of Rajasthan State by economical, educational and
industrial point of views. And also each district of bikaner division with respect to
beginning, opportunities, key challenges in implementation, status and service deliveries.
There are many attractive spots in Bikaner known for the luxury in historical records they
hold. Of those places the Rajasthan State Archives in Bikaner enjoys special repute.
Tourists want to see culture, heritage and rare collections. They know that the archieves
of Bikaner has in store invaluable administrative record of Mughal period and the record
made during the administration of the princely states of Rajasthan comprising of Farman,
Mansur, Bahiat, Pattas, Parwanas, Rukkas Chithia and so on. Thus, with the initiatives of
Dr. Khadgawat and his team, the archieves of Bikaner has converted into a worth visiting
spots and is counted among the top Museums and Galleries in Rajasthan. Dr. Khadgawat
visualises as a prime tourism spots in Bikaner. It is his dream that a person visiting
Bikaner must not return back without visiting the Document museam of Archieves of
Bikaner. There is a logic in this vision. The department has completely transformed itself
and it holds some very invaluable administrative records of Mughal Period such as
Persian Farmans, Nishans, Manshurs, Akbarat, Vakil Report, Arzdasht and Khatoot. It
also contains interesting records that were created during the administration of the
Princely states of Rajasthan such as Bahiat, Pattas, Parwanas, Rukkas, Chithiat and so on.
It is obviously one of the most learning centres of Bikaner and known for displaying
unmatched and truly priceless collection of records. The record it holds is very significant
to researchers all over the world. Besides, this custodian of ancient records also offers
amazing facilities like microfilming, reference library and research rooms which help
researchers immensely. [25]
2.7.2.2 Initialization of E-Governance in Bikaner
Government of Rajasthan launched two-citizen centric service delivery projects namely

Lok Mitra and Jan Mitra in Bikaner (2006). Lok Mitra was basically an urban centric
project with more thrust on utility payments, Jan Mitra was an integrated e-platform to
deliver desired information and services related to various Government Departments at
kiosks in villages. Government integrated both Lok Mitra and Jan Mitra under new title
e-Mitra which started operating in 2007. The Primary objective of the e-Mitra was to
provide integrated services pertaining to Government Departments to the public in an
efficient, transparent, convenient and friendly manner using IT to maximise speed,
accountability, objectivity, affordability and accessibility from the perspective of the
citizens. Under the e-Mitra project, citizens were supposed to avail three types of services
from any e-Mitra kiosks across the State viz.
• Utility bill payment services,
• Submission of application forms/grievances for Government Departments
• Providing information related to various Government Departments.
“District E-Governance Society,Bikaner ” has build up in 2006-2007 for To the

implementation of E-governance in bikaner district collectore appointed as a chairman.
District E-governance society, Bikaner invited Expression of Interest (EOI) from firms
found eligible as Local Service Provideers (LSPs) by other district Emitra societies of
Rajasthan or Department of Information Technology (DOIT) Rajasthan, and are ready to
deliver services in district Bikaner as per rates approved by government of Rajasthan. On
Date 16/07/2007. Last date of receipt & opening of EOI was : 22/08/2007 ; 3 PM
Security deposit with EOI :Rs. 5.00 lakh. Technical aspect given to the nationa
informatic center, bikaner. [25] The Combination project of JanMitra (Rural Area) and
LokMitra (Urban Area) named as e-Mitra project implemented in bikaner by the quote
“Effective governance, better citizen services”. At the begging time of e-Mitra Project in
bikaner, running by the server-client software individually only in building of urban
improvement trust (UIT), bikaner. On the same time chairman of both UIT and District
E-Governance Society is district collector.
2.7.2.3 E-Governance in Other Districts of Bikaner Division:(Churu, SriGanganagar,

Hanumangarh) Bikaner Division comprises three districts, namely Churu, Sri
Ganganagar, Hanumangarh excluding Bikaner itself.
Churu District [27]: Churu, the desert city, is a place of historic importance. The
town is said to have been found by a Jat named Chuhru in C1620 AD. Churu, like an
oasis, situated in the middle of the shifting golden sand dunes, opens the gate to the great
desert of Thar. Geographically, it lies in 28º 18' N latitude and 74º 58' E longitude.
Administratively, it is the head quarter of the district. The city has a magnificent fort
which is believed to have been built by Thakur Khushal Singh in the year 1739 AD. The
proud fort stands in the middle of the town where it is said that the brave Thakur Sheoji
Singh tried to defend its honour by firing silver canon balls at the attacking army of the
Raja of Bikaner. The district came into existence in 1948 comprising three tehsils Churu,
Rajgarh and Taranagar when the administration of Bikaner State reorganized. The
district is situated in the middle portion of the north-east of Rajasthan between 27 degree
24 minutes to 29 degree latitude and 73 degree 40 minute to 75 degree 41 minute
longitude. The district having diversified climate and culture, occupied nearly 4.5 % area
of the state. It is bound on the north by Ganganagar district, on the east by Sikar and
Jhunjhunu districts of Rajasthan and Hissar district of Haryana, on the south by Nagaur
district and on the west by Bikaner district. Now it comprises of 5 sub-divisions, 6 tehsils,
2 sub-tehsils, 10 Municipalities and 908 villages.Sujangarh, Ratangarh, Sardarshahar,
Tarangar, Rajgarh, Ratannagar, Chapper, Bidasar and Rajaldesar are the other major
towns in the district. Blackbuck sanctuary, having more than 1680 black bucks and
migratory birds, is the major attraction for wild life enthusiasts.
Total Area: 13858 Sq. Km. (Reference Year 2007)
Population: Reference
Head Unit Details
S.No Year
1. Male No. 2001 987781
2. Female No. 2001 936097
3. Total No. 2001 1923878
4. Rural No. 2001 1387682
5. Urban No. 2001 536196
6. Density Per Sq. Km 2001 123
7. Urban population % % 2001 27.87
10. Sex ratio Per thousand 2001 948
Growth rate (1991-
8. % 2001 23.51
2001)
Literacy ratio % 2001 66.81
9. Male % 2001 79.69
Female % 2001 53.35
Table:2. 6 Populatin statistics of Churu District
Administrative Divisions: (Reference Year 2006-2007)

Churu is one of the largest districts of Rajasthan. The District Collector & District
Magistrate is the head of District administration. The Additional District Magistrate and
the Chief Executive Officer, Zila Parishad are the two main helping hands at
headquarters.
SrNo Head No. Details

Sujangarh,Ratangarh,Sardarshahar,
1. SUBDIVISION 6
Churu,Rajgarh, Taranagar
Sujangarh,Ratangarh,Sardarshahar,
2. TEHSIL 6
Churu,Taranagar, Rajgarh
ADDITIONAL
3. 1 Bidasar
TEHSIL
4. SUBTEHSIL 2 Sidhmukh, Bhanipura
5. PANCHAYAT Sujangarh,Ratangarh,Sardarshahar,
6
SAMITI Churu,Taranagar, Rajgarh
6. GRAM PANCHAYAT 249
7. NAGARPRASHID 1 Churu
8. NAGARPALIKA 9
No. ofNo. of Name of

Sub No. of No. of
S.No. Tehsils Patwar Panchyat
Divisions Villages Panchayat
ILSs Circles Samiti
1 Sujangarh Sujangarh 173 8 55 51 Sujangarh
2 Ratangarh Ratangarh 102 4 30 32 Ratangarh
3 Sardarshahar Sardarshahar 185 7 57 48 Sardarshahar
4 Churu Churu 109 4 35 35 Churu
5 Rajgarh Rajgarh 217 8 58 55 Rajgarh
6 Taranagar Taranagar 122 4 30 28 Taranagar
Table: 2.7 Administrative Divisions & Sub Divisions statistics of churu district
Industry (Reference Year 2007-08)
SrNo Head Unit Particulars

1. REGSTERED INDUSTRIAL UNIT NO. 86
2. ESTIMATED AVG. NO. OF DAILY WORKER No. 8
EMPLOYED IN INDUSTRIES
3. REGISTERED SMALL SCALE UNIT NO. 223

4. ESTIMATED AVG. NO. OF DAILY WORKER NO. 5
EMPLOYED IN SMALL SCAL INDUSTRIES
5. NO. OF INDUSTRIAL AREA NO. 7
Table: 2.8 Industrial statistics of churu district
Churu - Information Technology Projects
Land Record Computerization Project
Treasury Computerization
District Court Computerization system
Email and Internet Connectivity to Govt. Departments
Video Conferencing
Arms License Monitoring System
Election Computerization
MGNREGA
Agriculture Marketing Price Monitoring (AGMARK)
AASTHA
e-Mitra
IT Projects in Churu
E-Mitra is an integrated e-governance project that aims at providing information on the

government and its services through dedicated centers and kiosks. The project is also a
one-stop facility for electricity, water and telephone bills, It is a Single Window facility
for online processing of utility bills like Water, Electricity, BSNL Mobile & Land Line
and ICICI Pru Premium, Railway reservation and EPIC Card also.
In e-Mitra services through e-kiosk(s) are working under the umbrella of District
e-Mitra Society, Churu from 06th Sept, 2006 The aim of society is to facilitate the general
public to avail maximum services through e-kiosk within a distance of 1 km away from a
customer place. It enables citizens to be able to transact with the government – anytime,
anywhere under a single window concept. Under the e-Mitra project District
Administration is committed to provide maximum facilities to urban as well as ru Sri
Ganganagar is a northern most city of Rajasthan State of western India
Sri Ganganagar District [28]

Sri Ganganagar is situated at the point where the Satluj Waters enters Rajasthan.
Sri Ganganagar is one of the well planned cities of India . It is said to be influenced by
the town planning of Paris . It is divided into residential blocks and commercial area
which includes Dhan Mandi. Residential Blocks have large parks for each Blocks and
Community centers and places of worship are at junctions of three or four blocks.
Bagri and Punjabi languages are spoken by majority of population. Econonmy of

Sri Ganganagar District is dependent on agriculture.The city has Cotton Ginning and
Pressing factories, Mustard Oil mills and Sugar Mills Ltd.It also has spinning and textile
Factories. Because of its prosperity from agriculture, Sri Ganganagar District also has a
large number of automobiles and it becomes one of the largest automobile markets in
India.
Profile:
S.NO. ITEM UNIT PARTICULARS
1 Area Sq. Km. 11154.66
2 Population
(i) Male No. 955027
(ii) Female No. 833460
(iii) Total No. 1788487
(iv) Rural No. 1336407
(v) Urban No. 452080
(vi) Density of Population Per.Sq.Km. 224
(vii) Literacy Rate of Total % 64.84
(a) Male % 75.49
(b) Female % 52.69
(viii) Percentage of Urban Population % 25.28
to total Popultaion
(ix) Female per 1000 of male 000 873
(x) Scheduled Cast No. 603371
(xi) Scheduled Tribes No. 14744
(xii) Decadal Population Growth Rate % 27.53
(1991-2001)
3 Town & Villages
(i) Sub Division No. 6
(ii) Tehsils No. 9
(iii) Up- Tehsils No. 6

(iv) Panchayat Samities No. 7
(v) Total No. of inhabited Village No. 2839
(vi) Total No. unhabited Village No. 192
(vii) Total No. of Town No. 10
(viii) Total No. of Gram Panchayat No. 320
4 Industries
(i) Factories Registered under the No. 23
Factories Act
(ii) Estimated Average no. of Daily No. 132.71
workers employed in Registered
Factories
(iii) Small Scale Industries Registered No. 2602
with Industries Department
(iv) Esitmated Average no. of daily No. 13333
workers employed in small sclae
Industries
(v) Large and Medium Industries No. 11
(vi) Employment Large & Medium No. 2435
Industrids
(vii) Number of Industrial Area No. 13
Table:2. 9 Common statistics of SriGanganagar district

Geography: Ganganagar is located at 29°55'N 73°53'E / 29.92°N 73.88°E / 29.92; 73.88.

It has an average elevation of 164 metres (538 feet).
Climate: The climate of Sri Ganganagar varies to extreme limits. The Summer
Temperature reaches up to 50° Celsius and Winter Temperature dips just around 0°
Celsius.[4] The average annual rainfall is only 20cms.
Economy: Desert land was converted to a green town, credited to the Maharaja who
brought the Gang canal which carries the excess waters of Punjab and Himachal Pradesh
to the region, making Ganganagar district known as "the food basket of Rajasthan". The
economy of the city is based on agriculture, its main crops are Wheat, Mustard and
Cotton. Other crops are Guar, Bajra, Sugar Cane and Grams. In recent years farmers are
also diverting towards Horticulture, and Kinnu(A Citrus Family fruit) has become a
major crop of the area. The industries in the city are mostly based on agriculture. The city
has Cotton Ginning and Pressing factories, Mustard Oil mills and Wheat Flour mills and
of course the famous Rajasthan State Ganganagar Sugar Mills Ltd., which is known for
its Royal Heritage Liqueurs. It also has spinning and textile factories such as J C T Mills.
Demographics: As of 2001[update] Indian census, Ganganagar had a population of

210,788. Males constitute 55% of the population and females 45%. Ganganagar has an
average literacy rate of 71%, higher than the national average of 59.5%: male literacy is
76%, and female literacy is 64%. In Ganganagar, 13% of the population is under 6 years
of age. Majority in population are Sikhs and Hindus while only a few people constituting
other sects stay here. The main languages spoken in the town are Punjabi,Hindi, Bagri or
Marwari. Right now Sri ganganagar is facing many economy problem because of low
rain and shortage water in rivers and JCT meal is closed due to politician
Major Projects Undertaken
ApnaKhata: Project was implemented in the year 1997-1998. With the great efforts of
NIC Sri Ganganagar, Jamabandi's data of all the tehsils have been key in computers and
being used by the concerned tehsils for updation and issuing of Nakal at their end. The
tehsil computers have been linked with NICNET and provided email facility within
district. Training programs & workshop have been organized by NIC District Centre, to
keep the resource persons up-to date and solving their technical issues.
Treasury Computerization: Treasury Computerization has been started in 1996 in the

district. Training has been imparted to the treasury and sub-treasury staff for the smooth
operation of the project. Treasury has been provided Internet & Intranet dialup
connectivity; Sub-treasuries have been connected to NIC district Intranet via Dial-up
connectivity.
Famine Relief Monitoring: Famine relief monitoring system has been developed by
NIC district centre, Sri Ganganagar for the effective, speedy and proper monitoring
of the relief activities in the district. Work proposals received from public
representatives, local people etc. are stored in computers and sanctions are generated.
Work monitoring and reports are generated.
Other Projects:
1. e-Mitra 14. NREGA

2. Election Activities 15. VC
3. Cattle Census 16. Web Conference
4. Monitoring of Campaigns PGKS, PSKS, Jal Chetna etc. 17. Daily Causelist
5. Arms License 18. LRC
6. BPL 19. TCS-DDS
7. District Website 20. Internet Connectivity
8. Touch Screen Kiosk 21. EEMS
9. District Jail Computerisation 22. E Sugam
10. District Court Computerisation 23. Suvidha Center
11. CIPA
12. Confonet
13. Egram
Hanumangarh District [29]
Carved out from Sriganganagar district and formally Created on 12th day of
July, 1994 as 31st district of Rajasthan state. Hanumangarh district, situated at 29° 5' to
30° 6' North and 74° 3' to 75º 3' east, shares its boundaries with Haryana state in
the east, Sriganganagar district in the west, Punjab state in the North and Churu
district in the South. The geographical area of the district is 9656.09 Sq. Km. The climate
of the district is semi-dry, extremely hot during the summer and extremely cold during
winter. The maximum average temperature remains 18° to 48° and minimum average is
2° to 28° Celsius. The average rainfall during the year is 225 to 300 mm.
Earlier, Hanumangarh was known as "BHATNER". In year 1805, emperor

Soorat Singh of Bikaner captured BHATNER after defeating Bhatis and as the day of his
victory was Tuesday (known as the day of god "Hanuman"), he named BHATNER as
"HANUMANGARH".
Location
North 29° 5' to 30° 6'
South 74° 3' to 75° 3'
Area [Sq.Km.]
Total area 9656.09
Population (2001 in Lacs)
Total Population 15.81
Men 8.01
Women 7.17
Rural 12.14
Urban 3.04
Literate Men 77.41%
Literate Women 52.71%
Administration
Sub-Divisions 7
Tehsils 7
Sub-Tehsils 3
Pachayat Samitis 7
Gram Panchayats 251
Villages 1906
Inhabited villages 1700
Un-inhabited villages 206
Municipal Council 1
Municipalities 5
Police thanas 14
Police chowkies 10
Administrative Setup
Name of Sub-Divisions Name of Tehsils Name of Sub-

Tehsils
1.Hanumangarh Hanumangarh Dabali Rathan
2. Pilibanga Pilibanga
3. Sangaria Sangaria
4. Tibi Tibi
5. Rawatsar Rawatsar Pallu
6. Nohar Nohar
7. Bhadra Bhadra Chhani Badi
Panchayat Samitis
Gram Number of Developed

Panchayat Samiti Tehsils Panchayat Villages Villages
Sangaria Sangaria 26 187 172
Tibbi Tibbi 30 254 235
Hanumangarh Hanumangarh 33 405 364
Pilibanga Pilibanga 32 307 264
Rawatsar Rawatsar 34 315 284
Nohar Nohar 47 223 191
Bhadra Bhadra 49 215 190
Table: 2.10 Common Statistics of Hanumangarh District
2.7.2.4 Integrated Citizen Centric Service Center (e-Mitra) in Bikaner Division [30]
2.7.2.4 .1 Network Architecrue of e-Mitra:

As per the project report, e-Mitra technical architecture consists of:
I. District e-Mitra data center (owned by State Government, operated and

managed by a private sector partner as Total Solution Provider (TSP)),
II. Lok Mitra Center (built, owned and operated by private partners as LSP) and
III. Kiosks (built, owned and operated by individual entrepreneurs through LSPs).
(i) Figure: 2.14 Network Architecture of District Data Center. [Adopted form
http:/www./emitra.gov.in/]
“Network structure of the District Data Center has also been designed by the
DOIT&C. In this network architecture showing the connectivity from Kisoks Level to
Lsps and Lsps to Data Center Servers (RMI and Oracle Data server) with the proper
placement of FIREWALL, ROUTER and Lan port for connectivity and also mentioned
the IP address range to LSPs.”
2.7.2.4.2 Duties and Responsibilities of Different Role Players
Role players Responsibilities
1. District e-Mitra Society - Main owner and driver of e-Mitra project in

a district.
- Appointing authority of LSP Will sign the

SLA with the LSP
- Will coordinate and monitor the functioning

of LSP
- Will be the owner of e-Mitra’s main bank

account. LSP will deposit all cash/cheques
collected from citizens in this account.
Society will thereafter forward the amount
due to the concerned department.
- Can inspect LSP’s centers and authorised

kiosks
- Will issue guidelines for publicity material,

uniform of LSP’s counter personnel, etc.
- Will vet all MIS reports generated by the

LSP
2. District Administration - District Collector will be the chairperson of

e-Mitra Society - Will identify and provide
space for Lok Mitra Centers in Government
owned premises.
- Will allow and finalise conditions in case

LSP wants to open Lok Mitra Center at any
place other than Government building - Will
address all issues related to grievance
redressed.
3. Participating Departments - Will provide base information in the form of

printed manual data and in electronic format
like master files, forms, procedures, etc.
- LSP has to reconcile accounts with the

participating departments
- LSP will send the applications and related

documents to the concerned participating
department and follow up for any action
required - Will ensure timely disposal of
cases referred
4. Department of ICT - Main trustee of the e-Mitra project-

Developer of the e-Mitra application
software including database structures
- In case of any modification/enhancement

required in e-Mitra application software,
LSP will request e-Mitra Society which in

turn will forward the same to DoIT&C.
5. e-Mitra Data Center - Main hub for recording of all electronic

transactions LSP’s centers and authorised
kiosks will hook on to the e-Mitra Data
Center through appropriate medium for all
transactions, data transmission, generation
of MIS.
- All logins, passwords, authorisations for

LSP and for its authorised counters will be
maintained at e-Mitra Data Centers.
- E-Mitra Data Center will be under the

control of district collector and will be
governed by the policies laid out by
DoIT&C.
6. Counters (kiosks) - Owned or authorised by LSP - Will be set up by
LSP or local entrepreneurs selected and

authorised by the LSP - LSP will be
accountable for working of its authorised
counters in terms of SLA, security of
financial transactions, document receipt and
transmission, etc.
2.7.2.4.3 Agencies Involved for implementation
“District E-Governance society can authorized some private agencies to deliver services
as a private partner of E-Governance society as full fill the criteria such as technical
soundness, makert reputation, security amount and experience in such kind of fields etc.
security with the guideline provided by DoITC, Jaipur for a finite period and also would
gives the extension according to satisfaction of work. These Agencies called as a Local
Service Provider (LSP) and as the same father again these agencies can also distribute
their agency as sub-agency or centers for working of own agency. These sub-
agencies/centers authorized by LSP are knows as kiosks. While the authorized LSP
allotted the kiosks but allotment must go through the guideline of Disctirct E-Governance
society with a finite numbers of kiosks allotments.
Following Local Service Provider (LSPs) (Agencies) involved in

implementation, service delivery and working as a private partner of District E-
Governance societies district wise which are currently working:”
In BIKANER District:
1. CSC DeGS Bikaner Rural
2. CSC Zoom Developers Pvt Ltd Bikaner Rural
3. eMitra CMS Computers Ltd Bikaner Urban
4. eMitra IKF Technologies Ltd Bikaner Urban
In CHURU District:
1. CSC DeGS Churu Rural
2. CSC Zoom Developers Pvt Ltd Churu Rural
3. eMitra VSTL Churu Urban
In SRI GANGANAGAR District:
1. CSC DeGS Ganganagar Rural
2. UNION INFOTECH SGNR Urban

3. eMitra SGNR SAHAKARI UPBHOKTA WHOLE SALE

BHANDAR LTD URBAN
In HANUMANGARH District:
1. CSC Zoom Developers Pvt Ltd Hanumangarh Rural
2. CSC DeGS Hanumangarh Rural
3. eMitra R2R SEVA Hanumangarh Urban
4. eMitra VSTL HNG Urban
2.7.2.4.5 Transformation from E-Government to E-Governance:
“Following figure 2.14 shows the transformation form E-Government to E-Governance.

In the E-Government end users given their request to the concerned department and
concerned department collect the actual data and do the transaction as they desired so
lack of transparency, lack accountability and unrealistic workflow has done. While in E-
Governance end user either is Government department itself directly arrived to actual
data transaction through authorized kiosks of Lsps by viewing the data at center so the
response of the request comes form concerned departments more reliable with
transparency due to realistic data comes in front of both end users and concerned
department.”
Figure 2.15: Transformation from E-Government to E-Governance
2.8 Opportunities and Expectations Form E-Governane
Opportunities towards Citizens:
1. Develop a portal which provides services directory such that the citizens may
avail the services without the need to know which department provides that
service.
2. Provide information on procedures and downloadable forms on the internet and

make them available through various channels.
3. Re-engineer processes and redesigns forms to make it easier for the citizens to
demand and avail services
4. Devise a feedback mechanism so as to get constant feedback and adapt to citizen

needs and demands
5. Increase the number of access channels to enable the citizens to demand and avail
service at the time of their liking and place of their choice.
6. Develop and follow standards and guidelines for interdepartmental data transfer to
expedite flow of information between departments.
7. Develop content in the local language as well as English.
8. Create and follow formal content management processes to ensure that the
content is regularly updated and correct.
9. Establish single window multiple service counters or CSC’s throughout the state
10. Service levels should be defined for every service, to measure the quality of
service delivery.
11. Market e-Government initiatives and benefits. Incentives to promote channel shift
could also be provided to citizens
12. Establish data privacy and protection laws and online transaction mechanisms to
develop confidence and trust
Expections towards Citizens:
1. Single and easy point of contact for each service. Customers should be able to
quickly and easily learn about the different services offered by various
departments and how to request such services.
2 Clear and accurate information about each service and transaction. Customers
should be able to use the E-Government channel to follow-up and track the
progress of their transactions remotely and conveniently.
3. Efficient and effective resolution of complaints. Complaints should be resolved

promptly and customer must be kept abreast of the progress made in resolving
their complaints.
4. Customer-oriented and transparent service delivery processes. Customers should

be shielded from the various internal operations and activities involved in
delivering a service.
5. Customers should not be required to interfere in inter-departmental

communications to expedite the processing of their transactions expectations
towards business
6. Single and integrated view of the business relationship across all departments and
services. Businesses expect the government departments to take a consolidated
view of their transactions across all departments. Businesses should no longer be
required to provide the same information repeatedly and follow-up transactions
across departments.
7. Simplified decision cycles. Businesses require the E-Government services to be

supported by simplified decision cycles to facilitate faster turnaround times
8. Electronic exchange of information with other governmental organizations.
Expectations towards Business:
Businesses require the government to integrate electronically with other

governmental organizations. This would help minimize the time required for
compiling, endorsing and validating official documents collected from various
governmental organizations (e.g. Department of industries, Registration and
stamps, Income tax department, etc.)
Opportunities towards Business:
1. Develop a G2B portal for businesses for information on all types of procedures
and requirements regarding approvals, clearances etc.
2. Make e-procurement for procuring items mandatory or make it mandatory for

departments to buy a certain % of their annual procurement online.
3. Re-engineer processes and redesign forms to make it easier for the Businesses to
demand and avail services
4. Develop and follow standards and guidelines for interdepartmental data transfer to
expedite flow of information between departments so that the businesses are not
required to furnish the same information to multiple agencies.
5. Enhance the participation of the Private sector through PPP.
6. Establish data privacy and protection laws and online transaction mechanisms to
develop confidence and trust
Expectations towards Employees:
1. Reduce the workload of the employees, who need to perform the same task
repeatedly. Better MIS systems for improving the internal efficiency of the
departments
2. Better system for availing the government benefits for the employees
Opportunities towards Employees
1. Computer and IT awareness training, project management and vendor

management training
2. Develop a comprehensive Human Resource Management System including a

portal for employees to monitor their benefits accrual, leave entitlement etc.
3. Automate the routine tasks to facilitate government staff to undertake higher value
work.
4. Regular trainings and seminars for career development, skills addition etc. to
motivate employees and enhance their service delivery skills
5. Establish data privacy and protection laws

2.9 BUREAUCRACIES AND LATEST UPDATES IN BIKANER (MY PERSONAL

EXPERIENCE)
This part explores my personal experience which I got regarding the involvement in e-
Governance and problems of bureaucracy in Bikaner region. My aim is not criticizing the
system, but on the other hand, analyzes weak points and difficulties, which critically exist
in the system. This part also shows the latest updates and new visions for the division
through e-Governance.
2.9.1 Background
“E-Governance is a technical application which can be applied to various kinds of sectors

& also improves the quality of services, understandability and adaptability. We can
achieve better result and access the rapid development of Information technology in
social, public, private as well as business sector also, this is the my basic reason to starts
research on this topic. I was a already visited Bikaner region and its associated districts,
when I was a PROJECT TRAINEE in of RajComp (An organization established by Govt.
of Rajasthan), Jaipur for management information system for urban improvement trust
project. So this place is seems as well-known for me. Just after a trainee, I was worked in
RajComp, Jaipur as SOFTWARE PROFESSIONAL on project basis where LokMitra,
(application/project) in Bikaner assigned to me for maintenance, initial operational
working of application with database server handling and transactional reports generation
etc. And LokMitra is the initial project of E-Governance starts in Bikaner. With
continuation, I worked as DATABASE ADMINISTRATOR in PCS Technologies under
Facility Management Service (FMS) on e-Mitra Project of E-Governance in Bikaner
Division under the guidance of e-Governance society and visited all over Bikaner
division for maintenance and handling problems during the operations of e-Mitra. It is
also curiosity for me, how this project can integrate with every associated department, so
that easy communication with less paper work possible and every department can be
more aware with their associated transaction to the citizens.”
2.9.2 Reflection and Analysis
“There are some major executive weaknesses which both private partners such as LSP’s
and Kiosks and e-Governance society administration are faced with. The very first is the
problem with structure of administrative functions and processes. Secondly is the lack of
communication and coordination between different sections and departments in an
organization with e-Governance project. And next problem is the existence of
unnecessary debates between citizens and organizations due to kiosks problems, which
causes coordination’s problem between them. As a result is the consumer suffers. The
overall purpose of this present reflection analysis is to concentrate on technical
infrastructure in Bikaner, and role-played in e-Governance project in this region. Bikaner
is division of state with lots of potentials and resources. The division may still be in lack
of some new technologies in comparison with the other division, but it matches a lot of
progresses in the other divisions. I decided to undertake a comprehensive study of
“Implementation Of Integrated E-Governance In Bikaner Division” and give a proposed
better service delivery technical model with remarkable recommendation for successful
implementation. So that problem of restructuring administrative functions and processes
can be less with more coordination and better monitoring through the e-Governance
society.”
As Practical Example of Integrate E-Governance Citizen Services : (A Select Case

Study of Municipal Corporation of Greater Mumbai)
“With respect to Citizen Services, SAP trials began in February 2007 in all 24 Wards
which started using SAP applications for giving about 100 Services. By July 2007, more
than 210 services were implemented with an average of 2500 transactions per day, with
over 2 Lac services in previous 3 months. Very soon, once the Ward operations stabilize,
Citizen Portal would be opened for Public. Following table provides an indicative list of
Citizen Services that are being transacted through the SAP enterprise applications.
One of the major achievements of the implementation of enterprise applications is the
resultant reengineering of citizen services. The key highlights of this reengineering are:
i. Services reengineered to reduce delivery time by 25-50%
ii. Minimized the employee discretions with high objectivity and reduced touch
points for citizens
iii. Anytime, Anywhere availability of the services
iv. The online processes are tightly integrated to the back-end systems of ward
management process through workflows
The key benefits to the citizens are in terms of:

i. Citizen Services including Licenses, Registration, Approvals and Complaint
management – Flexible access through multiple channels, Anytime – Anywhere
access to services, Easier complaint reporting and tracking
ii. Payments & Receipts – Multiple modes of payment are supported
A sample of benefits envisaged for the citizens on the “Services” due to adoption of
enterprise applications, based on which the Service Level Agreements (SLAs) would be
established, are shown below in Figure 2.16: In a nutshell, the Citizen of Mumbai stands
to benefit by more responsive services to citizens, Service delivery planned at doorstep of
the citizen, and a planned Service availability of 24 * 7 * 365.
Figure: 2.16 Citizen Services – Benefits envisaged
Sources: Niraj Prakash and Umesh Gulla / Adoption of Enterprise Applications Towards E-Government – A Select Case Study of
Municipal Corporation of Greater Mumbai
2.9.3 Latest Updates
• E-Governance Facility Comes Soon for Businessman [30 Sep 2010]:
“A camp was organized at Bikaner in order to solve issues of businessman and also
information about E-governance and its benefit have been communicated to them.
The Sales Tax Commissioner, Mr. Niranjan Arya, inaugurated the Solution Camp.
“Sales Tax Department will soon be connected with the convenience of E-governance
system and for this it is very essential that businessman should start preparation to get
advantage of this emerging techniques just now” the lines quoted by Mr. Niranjan
Arya during camp meeting. He was expressing his views on the occasion of inaugural
programmed of Nivaran -2010 Dealers Camp at Sales Tax Department. By giving
presentation of E-governance Mr. Arya mentioned there that preparation to develop
this system has been started and entrepreneurs should be in habit for E-filing under
this system. Talking about its advantages he pointed out that it is too much profitable
for business purposes. “
Figure: 2.17 New paper Cutting 30 Sept 2011 (Friday) Dainik Bhaskar, Bikaner
“However, there are some misunderstandings among businessman in its using in

some districts which must be resolved. He further added now businessman won’t be
embarrassed regarding assessment. For each officer assessment target has been fixed up
to ten percent and in the current fiscal year assessment work has been already done.
Refunding management technique has been also made simple and easier. That’s why the
growth of revenue collection has increased up to 35-40 % in Rajasthan which is largest in
India. In Bikaner zone refund of worth 55 lakh rupees has been paid. In relation to Input
Tax he assured that efforts are going on for bring out transparency in system and he also
conveyed that businessman also needs to be honest at their duty. In this camp the Zonal
commissioner, Mr. Surajmal Meena said; such kinds of organizing camp prepares trusted
relationship between Department and Businessman and it also helps to reduce distance
and create good milieu. The District Magistrate, Mr. Prithviraj remarked that Dealer’s
Camp can help to improve condition of tax collection. Mr. Shivratan Agrawal, the
chairman of Bikaner Trade Association, presented memorandum of certain issues of
businessmans. In addition, the chairman of Rajsthan Industry Association, Mr. Subhash
Mittal along with certain trade organization gave memorandum of their concerning
issues. A good number of businessmen were present in the camp and many of them have
been awarded by Privilege Card Scheme.”
[Source:http://www.khabarexpress.com/news/Business/E-Governance-Facility-Comes-
Soon-for-Businessman/189274.htm]
Figure:2.18 New paper Cutting 22 July 2011 (Friday) Rajasthan Patrika, Bikaner
Champion Awards- e-Gov Rajasthan Awards, 2010:

Bikaner district collector(Dr. Prithvi Raj Singh) achieved a laptop as a Rajasthan
e-Gov champion award 2010 from Rajasthan state Government.
Figure: 2.19 News paper Cutting Rajasthan Patrika, Bikaner (14 Nov 2011)

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Chapter-2 Review of Literature Page No.

2.1 E-GOVERNANCE AND ITS FEATURES

• Redefining rules and procedures

• Infrastructure, Skill and awareness

• Access to right information

• Tendency to resist the change in work culture

• Other obstacles are geographical distances

“Reusability: “E-Government must be seen as a nationwide plan. Implemented applications, or

Portability: “Independence from hardware/software platforms is a primary requisite for portable

Accessibility: “Any services should be accessible by anybody from anywhere anytime.

Acceptance: “As e-Government becomes a reality, the public sector organizational

Article I. 2.2 STUDY OF ISP AND END-USER-TO-ISP-CONNECTION

Article IV. 2.2.2 End-user-to-ISP connection

Article V. “ISPs employ a range of technologies to enable consumers to connect to

2.2.3 ISP Interconnection

An Internet service provider (ISP), also sometimes referred to as an Internet access

Figure: 2.2 ISP Interconnection

2.3 SERVICES DELIVERY ARCHITECTURES/MODELS

The actual meaning of e-Governance is to digitalization of the Government with employ

E-Governance is the base for a number of organizations involved in different

2.3.1 E-Government Service-Oriented Model [14]

Figure 2.3: e-Government Service-Oriented Model [14]

2.3.2 Intra-Operable E-Government Architecture:

“The functioning of the Compensability Engine at the e-Government Manager is

Figure: 2.4 Intra-Operable E-Government Architecture

The Composite Service Manager provides orchestration of inter-departmental

When intra-domain Compensability Engine accesses external services of some

The Composite Service Manager provides orchestration of inter-departmental

When intra-domain Compensability Engine accesses external services of some

Service Delivery Model: Local Government Perspective

Figure: 2.5 Service Delivery Model: Local government perspective

“In addition to e-government services, each cluster can provide, where

pre-qualification of vendors to contract awarding) and adopt an end-to-end processing

2.3.4 Semantic e-Governance Conceptual Architecture

Combination of web services which is best recourse of Information and communication

Figure 2.6: Semantic e-Governance Conceptual Architecture [16]

Semantic Repository: a store house of resources for services, predefined goals,

Composition: when a complex goal is satisfied by more services, the component

Semantic Transformation: it supports the semantic transformation at different levels,

Tracking: trust is an important component of Semantic Web technology for

Security/privacy: security and privacy component is for authentication and authorization

2.3.5 e-Mitra Conceptual Architecture of Rajasthan State

“There is a great opportunity comes with Information communication and technology

“Present Status of Automation

The services being offered at LokMitra are as follows:

i. Payment of electricity bills.

iii. Online bus ticketing of RSRTC.

iv. Issue of Birth & Death certificates.

v. Payment of various dues/fee of Jaipur Municipal Corporation.

vi. Payment of various dues/fee of Jaipur Development Authority.

vii. Payment of various dues/fee of Land & Building Tax Dept.

viii. Payment of various dues/fee of Rajasthan Housing Board.

ix. Payment of Land line & CellOne bills (BSNL). “

i. A rural centric e-enabled service delivery system running successfully at Jhalawar

iii. It is a relevant case study of successful Public Private Partnership model.

v. Public grievance redressal.

vi. Online submission of application forms.

vii. Access to Land & Revenue Records (ROR).

viii. Access to Government Information.

ix. Development schemes.

xi. Immovable Property Rates (DLC).

xii. Agriculture information & Mandi rates.

“e-Mitra: integrated LokMitra & JanMitra-e-Mitra Project integrates LokMitra and