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G2C Mini Project
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Assignment III : E- Commerce
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11/6/2015

Submitted To:

Mr. Aman Nagpal

Faculty Incharge
Submitted By:

Saudamini Thakur
Abhinav Saini

Sagar Sehrawat
DFT Sem V

SUBMITTED BY:
Saudamini Thakur
Abhinav Saini
Sagar Sehrawat
( B.F.Tech, SEM V)

ACKNOWLEDGEMENT
At the outset, we wish to express our gratitude to everybody who has assisted in
formulation of this project. There are many to whom expression of gratitude is inevitable,
but there some special people who has to be given prominence, without whom we would
not have reached the conclusion of this project so quickly and so efficiently.
No amount of Gratitude is adequate for Mr. Aman Nagpal, Faculty, E-commerce, and NIFT
Kangra for his constant encouragement and help throughout the semester.

EXECUTIVE SUMMARY
E-Government is digital interactions between a government and citizens (G2C), government and
businesses/Commerce (G2B), government and employees (G2E), and also between government and
governments /agencies (G2G). Essentially, the e-Government delivery models can be briefly
summed up as

G2C (Government to Citizens)

G2B (Government to Businesses)
G2E (Government to Employees)
G2G (Government to Governments)
C2G (Citizens to Governments)

E-Government essentially refers to the utilization of IT and other web-based telecommunication

technologies to improve and/or enhance on the efficiency and effectiveness of service delivery in
the public sector.
Government-to-Citizen or Government-to-Consumer (G2C)

The G2C model applies the strategy of Customer Relationship Management (CRM) with
business concept.

By managing their customer (citizen) relationship, the business (government) can provide
the needed products and services fulfil the needs from customer (citizen).
Within their interaction, four kinds of activities take place
Pushing information over the Internet, e.g.: regulatory services, general holidays, public
hearing schedules, issue briefs, notifications, etc.

Two-way communications between the agency and the citizen, a business, or another
government agency. In this model, users can engage in dialogue with agencies and post problems,
comments, or requests to the agency.

Conducting transactions, e.g.: lodging tax returns, applying for services and grants.

Governance, e.g.: To enable the citizen transition from passive information access to active
citizen participation by:

1.

Informing the citizen

2.

Representing the citizen

3.

Consulting the citizen

4.

Involving the citizen

Advantages
The ultimate goal of the E-Government is to be able to offer an increased portfolio of public
services to citizens in an efficient and cost effective manner.
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E-government allows for government transparency as it allows the public to be informed
about what the government is working on as well as the policies they are trying to implement.

Simple tasks , such as marital status or address changes, may be easier to perform through
electronic government access.

E-government helps simplify processes and makes access to government information more
easily accessible for public sector agencies and citizens

E-governance services can help reduce costs.

Disadvantages

The lack of equality in public access to the internet.

Reliability of information on the web, and hidden agendas of government groups that could
influence and bias public opinions.

Vulnerability to cyber attacks.

Hyper-surveillance

Increased contact between government and its citizens can potentially lead to a lack of privacy for
civilians as their government obtains more and more information on them.

Cost

Although a large amount of money has been spent on the development and implementation, the
outcomes and effects of trial Internet-based governments are often difficult to gauge or
unsatisfactory.

Inaccessibility

An e-government site that provides web access and support often does not reach many users
including those who live in remote areas, are homebound, have low literacy levels, exist on poverty
line incomes.
PROCEDURAL OVERVIEW & RANGE OF ALTERNATIVES

Alte
rnatives
Procedure

ONLINE

OFFLINE

Apply for Passport- Get

Login to the Passport
form
Seva Portal with the User ID.

Click "Apply for Fresh

Passport / Reissue of Passport"
link
Submission

of

Centre

filled Fill in the required details in

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Passport Seva Kendra

Speed post Centre
District passport Cell
Passport
Collection
Passport Seva Kendra


Speed post Centre

District passport Cell

Passport Collection Centre
Photocopies submitted along
with completed form

form

the form and submit.

Required enclosures

Not needed.

Appointment

Click
the "Manage
Appointment" link
on
Applicant Home page to
schedule an appointment at a
Passport Seva Kendra (PSK).

Application Receipt

Click the "Print Application Application receipt is handed

Receipt" link to print the over to the applicant
application receipt containing
Application
Reference
Number (ARN)/Appointment
Number.

Verification

Visit the Passport Seva Kendra

(PSK) where appointment has
been taken, along with original
documents.

Visit the Passport Seva Kendra

(PSK) where appointment has
been taken, along with original
documents.

Issue of Passport

By post

By post

After submission of completed

form, a fixed date for
verification
is
given
to
applicant

SITE ANALYSIS - PASSPORT SEVA

www.passportindia.gov.in
Consular, Passport & Visa Division
Ministry of External Affairs, Government of India

Figure 1 : User interface of the website showing the services available regarding Passport,
Consular & Visa services

Figure 2 : Step-by-step procedure showing online form submission

Figure 3 : Options for e-form Download

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Figure 4 : Address specifications of required location

Figure 5 : Fee Calculator as per the requirements of the applicant

Figure 6 : Available options for downloading and printing different forms

Figure 7 : Online form (in pdf format)

Figure 8 : Online form (in pdf format)

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EVALUATION CRITERIA

SERVICE INFORMATION

Based on the services offered by the two alternatives, evaluation can be done. In case of traditional,
information provided is subjective and depends upon the concerned officials but in case of online,
detailed information is provided. Transparency is maintained on web portals.

AVAILABILITY & SUBMISSION

Based on the availability of form and submission of the completed form, evaluation can be done. In
case of offline procedure, availability of forms is a chance factor. However, in case of online
procedure, availability of forms is not any problem.

FACILITY FOR FEEDBACK/GRIEVANCES

The facility for registering ones feedback or grievances is far better on online basis than on
traditional basis. In case of online feedback, there are lesser chances of tampering. In traditional
ways, the feedback does not reach to the concerned authority.

CHANCES OF MALPRACTICES
Chances of malpractices such as bribery or loss of valuable information almost never occurs during
online procedure and there are lot of chances for the same during offline procedure.

COST

Cost is another factor which is to be taken into consideration while evaluation. In case of
traditional, a person has to visit passport office to get the passport while in online procedure that
cost of fare can be avoided.

RECOMMENDATIONS
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Recommendation for the website

The interface should be more attractive and interactive. It should be user-friendly.

During online filling of form, step by step instructions should be displayed as the pop ups
and understandable examples.

The languages in which the website is read should be more.

There are no provisions for people who are visually impaired as to use the website. Website
should be designed in such a way so that they can also use self dependently.

The payment mode should be availed online through credit card or debit card rather than
demand draft or cash payment.

Currently, the application form is first downloaded, then filled and then again uploaded for
submission. This mode causes lot of time consumption. Facility for filling and submission of the
form at the website then and there should be availed to the applicants.

The online application form currently lacks the provision of attachment of photographs. The
facility of uploading the photos rather than submitting them should be availed to the applicants.

In case of traditional mode, a photocopy of enclosures is to be submitted with the completed

application but in case of online mode no such photocopy is demanded. Therefore, scanned copies
of original documents attached herewith.

As there are people sharing their personal valuable information, it can lead to misuse of it,
the security of the website should be enhanced.

The facility of getting information about the District Passport Cell is not extended to all the
districts of India and the list is also trivial. The list should be made extensive and the information
provided must be updated from time to time.

The facility of getting information about the nearby police station is limited to only the
districts of Karnataka & Tripura. That should be extended to at least all the districts of India. (Refer
Figure 9)

Figure 9 : Facility of getting information about the nearby police station

BIBLIOGRAPHY
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www.passportindia.gov.in/
www.wikipedia.org

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