Escolar Documentos
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E- GOVERNANCE
OF
TO
SHUATS
Submitted To: Submitted By:
1
Session 2017-2018
PROJECT REPORT
ON
“E- GOVERNANCE”
Submitted by:
Anupriya Singh
2
PREFACE
ANUPRIYA SINGH
3
Enrollment no: M-2162010176
DECLARATION
DATE:
4
ACKNOWLEDGEMENT
This dissertation has been an eye-opener for me
as it opened new vista of information to me.
Words shall never be sufficient to describe my
experience while doing this dissertation. It is the
product of countless hours. My thanks go out to all
those who helped, whether through their comments,
feedback or suggestions.
5
Lastly, no words could adequately convey my thanks
to my family members and friends who indirectly co-
operated with me.
TABLE OF CONTENTS
Preface.................................................................................................................…......3
Declaration…………………………………………………………………………....4
Acknowledgement…………………………………………………………………….5
1. Introduction……………...………………………………………………………………….7-10
2. e-Governance and ICT……………………………………………………………….11
4. SCOPE OF E-GOVERNANCE…………………………………………………...........................15-19
5. E-Secretariat……………………………………………………………………….20-
24
6. Origins in India……………………………………………………………………………..25-31
8. Review of Literature………………………………………………………………………36-46
149
6
13. Conclution ………………………………………………………………………………...175-
209
INTRODUCTION
“The ubiquitous mouse has a special place in the India psyche. It is
One click is deemed good enough to cut the much-dreaded Indian red-tape to
shreds. Another one takes the wind out of all those touts hanging around public
offices. Public accountability and responsive services seem suddenly just a blip
7
E-services-The emphasis here is to bring the state closer to the citizens.
provision of on-line services and covers the use of IT for strategic planning
nineties, with the advent of the World Wide Web. What multimedia, support
for G to C interactions and the promise of the attainment of the goals of good
demands of a highly aware citizenry suddenly began to believe that there can be
8
a new definition of public governance characterized by enhanced efficiency,
enabled governance.
government is about transformation that helps citizens and businesses find new
citizens and businesses-then it may not produc all the benefits expected from the
time and money invested. Use e-government to rethink the role of government.
9
Managing Information. Information policies must be adopted which are
requires changing how officials think and act, how they view their jobs, how they
share information between departments (G2G), with businesses (G2B) and with
government. How a society- its citizens, businesses and civil society- deals with
and expected of the private sector. Over time, citizens will likely act more like
consumers. Government must adjust to this, and e-government is one tool that
can help.
10
e-Governance and ICT
“ICTs (Information and Communication Technology) are effectively
policy decisions, practices and processes, while providing citizens with greater
the public and private sector and citizens have improved transparency and
citizens and elected officials in many parts of the world. Moreover, many
ministries responsible for ICTs and modernization initiatives have realized the
11
importance of a clear national strategy for becoming a part of the global
Information Society and narrowing the gap between “haves” and “have-nots.”
The role of the government in ICT can be distinguished between the following
categories:
R&D;
G3: Education policy for the right amount and quality of manpower
12
G4: Addressing ‘digital divide’ domestically and internationally, giving
elements:
e-readiness framework;
example, adopting best practices and pushing for their adoption by others
governmental operations;
13
Tracking, storing and managing information, promoting production of
property, privacy, security, consumer protection etc. and mobilizing the civil
society;
knowledge;
(G2B) as well as back office processes and interactions within the entire
14
Government frame work. Through the e-Governance, the Government services
the employees for delivering the services through ICT. To achieve this, the
Government employees are being trained on technology and started realizing the
Efficiency
Transparency
Citizen’s participation
Good governance
Citizen’s welfare
Democracy
ICT is the biggest enabler of change and process reforms with minimum
face of what ICT has achieved in few years. People would not so readily accept
15
SCOPE OF E-GOVERNANCE
by improving public servies. It will involve better services to the citizens through
E-Citizen
these centre will be to take over the various customer services in due course. It
will offer services like issue of Certificates, Ration Cards, Passports, Payment of
Bills and taxes etc. These centers will become one-stop Government Shops for
E-Transport
Tax and fee collection through Cash and Bank Challans and Control of Pollution.
E- Medicine
16
E-Education
E-Registration
E-Governing the registration and transfer of the properties and stamp duty
to be paid thereon will bring substantial reduction of paper work and reduce the
duplicating of entries. Further the transparency in work will increase and the
Information for All. Keeping the citizen informed, providing him with
groups like the journalists, opposition will always keep an eye on the
The same will bring accountability amongst Civil Servants. The rationale is
understanding of government.
will not be able to find out what does the citizens want. The elected
17
representatives who are said to be voice of citizens also are not the true
voice for they get their votes according to their offerings and not their
suit, why can’t the Indian Government. Improving the service delivered to
and cost. Information Technology will have a big role to play in the same;
C2G will mainly constitute the areas where the citizen interacts with
Government. It will include areas like election when citizens vote for the
E-Democracy
encouraging the citizen to vote, consulting the citizen and engaging the citizen in
the Governance. Taking the citizens input about the various government policies
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by organizing an e-debate will further strengthen the e-democracy. The concept
of e-debate is similar to chat over the Internet, wherein not only the citizens but
also the political leaders contesting the elections participate. He citizens give
their feedback about the various policies of the parties and particularly the
manifesto of the party. The initiative will further strengthen the process by
the local authority’s Intranet and e-mail systems so that they become available
online for decision making and people can easily access them.
Citizen Participation: For achievement of the above initiative the citizen has to
becomes the responsibility of the State. The elections should not be fought on
the principle of what one party or other has to offer. But they should be fought on
the principle of what the citizens require. Market research programs should be
carried out using the Information Systems to determine the needs of the citizens.
GIS could be used as a tool to find out potential gaps in the services offered.
19
strategic connections within government, and by creating empowerment. It will
E-Secretariat
Secretariat which is the seat of power has a lot of valuable information
process of Governance.
E-Police
E-Police will ehlp to built citizen confidence. There will be two databases,
one of police personnel and the other of criminals. The database of personnel will
have the records of their current and previous postings. This will help to track
example; we want to look for a forensic expert. The database within seconds
gives the list of all forensic experts. The same database will give the track of their
details like service record, family background etc which will also be helpful
criminals. This database has to be upgraded to notional database for its total
utility. By just typing the name of a criminal a police officer will be able to know
the details of his past activates, including his modus operandi and the area of
operation. Further a database like this will help tap the criminals easily for all the
20
police stations will have simultaneous access to their record. The module will
also include G2C activities like online filing of FIR’s, finding the case status of an
FIR. Creating a database of Lost and Found can assist further lost and found of
E-Court
The pending court cases in India have brought the legal system to a halt.
Not only are the consumers asking for changes in the administration, but also the
system will collapse if it continues in this manner. IT can transform the system
and bring in the court cases to a level of zero dependency. Creating a database
of cases can do the same. In fact such a system will ehlp to avoid all the appeals
to High Courts and Supreme Court, for the Judges can consider the appeals from
an intranet wherein the case remains in the same district court but the Higher
Court gives their decision online based on the recorded facts of the case. Such a
step will not only help the citizens but will also reduce the backlog of cases.
Further the use of IT in the areas like recording of court proceedings, high
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This will involve linking all the departments of the Government with various
district headquarters and the state capital, facilitating the flow of information
between the various state departments and its constituents. Here various blocks
Cutting Expenditure: With proper process control the input output ratio
accountability.
single person should perform all the steps in a process and that the
single task. Say, for example, a citizen applies for permit- it becomes the
duty of the receiving authority that the citizen gets the same, rather than
22
Establish a network: Treat geographically dispersed resources as though
get the benefits of scale and coordination, while maintaining the benefits
Delegate and Empower: Put the decision point where the work is
performed, and build control into the process. Thus, for overall GPR to
succeed the decision making should pass on to the people who do the
actual work from the people who are just monitoring it. People engaged in
focal point and hence to delegate such activities on their own so that the
process itself can have built in controls. This will not only speed up the
E-Taxation
23
This will constitute the various services a business house needs to get
from the Government, which includes getting licenses etc. In a similar scenario, it
can also flow from a business house to the Government as in the case of
procurements, from such business houses by the Government. This will become
a B2G service.
PKI: PKI or Public key Infrastructure is required for secure and authentic
transactions.
GOVERNMENT TO NGO(G2N)
E-Society
associations or interest groups that will ensure the betterment of the society.
Such initiative deal particularly with the relationship between government and
citizens: either as voters/stakeholder from whom the public sector derives its
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Publishing: Delivering data to citizens. This will involve open access to
This will involve taking feedback from the citizens and interacting with the
interest groups.
Origins in India
E-governance originated in India during the seventies with a focus on in-
planning and the deployment of ICT to manage data intensive functions related
to elections, census, tax administration etc. the efforts of the National Informatics
Center (NIC) to connect all the district headquarter during the eighties was a
watershed. From the early nineties, e-governance has seen the sue of IT for
wider sect oral applications with policy emphasis on reaching out to rural areas
and taking in greater inputs from NGOs and private sector as well. There has
25
systems, service delivery for high volume routine transactions such as payment
of bills, tax dues to meeting poverty alleviation goals thought the promotion of
varied across initiatives, with some focusing on enabling the citizen state
livelihoods.
Gartner estimates, the Indian Government has spent around 1 billion USD on
information technology in 2002. This includes the expenditure of the Central and
In fact, the government accounted for 9 per cent of the total IT spends in India for
the year 2002, and in five years that is estimated to go up to 15 per cent. Though
e- government is still in its infancy, over 20 states/ union territories already have
treasury, land records, irrigation and justice are seen as having the maximum
potential.
Nasscom estimates that in the next five years, state governments in India
will spend close to Rs. 15,000 crores on computerizing their operations. The
pressure to be IT savvy is not only to keep with times, but comes from a more
26
more or less contingent upon a proper treasury management system which
translates into a computerized system that will tell lending institutions what has
happened to the money that it has lent. Currently, India’s manual treasury
mechanisms, core infrastructure, policies & standards and the necessary legal
State Wide Area Networks (SWANs) across the country in 29 States/ 6 UTs at a
total outlay of Rs. 3,334 crore. Under this Scheme, it is envisaged to provide
secured Network from State Headquarters up to the Block level with a minimum
Himachal Pradesh, Tamil Nadu, Chandigarh, Tripura and Punjab) have already
27
complete the SWAN implementation, while implementation is at an advance
stage in 12 States/UTs.
State Data Centres (SDC) has been identified as one of the important
estimated outlay of Rs. 1623.20 crore to cover 28 States and 6 UTs across the
pillars of the National e-Governance Plan and would serve as the physical front
end for delivering Government and private sector at the deeorstep of the citizen.
The Government had approved this Scheme for facilitating establishment of more
India is 36,485.
training for end user, a Capacity Building Scheme at an outlay of Rs. 313.00
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crore has been approved in January 2008. This envisions establishment of
has been set up in the Department for overall coordination and implementation of
e-District
Governance Plan. The Project aims to target certain high volume services
currently not covered by any MMP under the NeGP and undertake backend
Services Centers. Under this Scheme, pilot projects, which were initiated in 2007,
have now been extended to 14 States covering 36 districts. During the year
significant ground has been covered in Uttar Pradesh, Bihar and Assam.
Fabrication and other micro and nano technology manufacture industries in India
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period of next 10 years covering setting up of Semiconductor fabrication, LCD
cities, as there is little scope of building additional commercial speace in the five
tier 1 cities, New Delhi, Bangalore, Hyderabad, Mumbai and Chennai. In order to
this transparent and investment friendly policy will help promote investment in IT-
and to take care of computer related offences. Over the years, with several new
forms of computer crime, misuse and fraud taking place, a need was felt to
Technology (Amendment) Act, 2008 has been published in the Gazette. The Act
upgrades the existing legal framework to instill confidence in the users and
investors in the area of Information Technology in the country. This Act inter-alia
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adds provisions to the existing Information Technology Act, 2000 to deal with new
forms of cyber crimes like publicizing sexually explicit material in electronic form,
intermediary and e-commerce frauds. The formulation of Rules under the Act is
in the process.
Cyber Security
Response Team (CERT-In) for providing early security warning and effective
incident response. It operates on 24x7 basis and is actively engaging its users
with early warning alerts and advisories. Nationwide efforts are being made to
increase Cyber Security education, awareness and skill sin the country. It is
aimed at catering to the needs of critical sectors, law enforcement & judiciary and
for juridical officer and Law enforcement agencies. About hundred personnel
from various Government agencies have been trained at the Carnegie Mellon
University, USA as Master trainers that can train many more in the country.
(NKN) with scalable multi gigabit capabilities which will connect 1000 nodes
and agricultural institutions across the country. This will also act as a backbone
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for the e-governance. By facilitating the flow of information and knowledge, the
network will address the critical issue of access, create a new paradigm of
collaboration and enrich the research efforts in the country. The initial phase of
2.5 gbps capacity. Six virtual classrooms over NKN have been established at six
IITs.
holds an absolute monopoly over most of the delivery of basis services. This
means that for most of the citizens, there is no exit option available to move from
in radical changes. In the Indian case, one can showcase a few pioneering
altering the basic financial architecture by generating accurate and timely data,
FBAS also loops back the information to the public domain. This highly enabling
32
galvanized civic participation by applying this credible and open information base
to ask the basic question, where is the money of the government going and what
The work of PROOF has enabled questions to be raised about the assets
owned by the city corporation, the way in which these assets are being used, and
Bids and tenders for public works are widely perceived to be the fountain-head of
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committing to standards and norms, public agencies are now holding themselves
to account. And technology has dramatically altered the ease of public access.
cases, the government websites seldom get up data and therefore public
information is rendered obsolete. The cutting edge of the Internet is its dynamic
medium ceases to exist. The problem of the last mile also looms large.
plurality of views. One undisputed impact of the ICT revolution is the widening of
the space for participation and contestation. Space and hierarchy have been
virtually decimated by the Internet. This of course, has also meant that traditional
power structures have been reoriented and the sarkar-janata relations are
Gyandoot and Lok Mitra have a facility for citizens to lodge their
grievances and there is anecdotal evidence that complaints have been attended
the existing scenario reveals that states are by and large, not responsive. For
example, though many of the key political figures, such as out ministers and MPs
and Chief Ministers have published their email address, in reality, most do not
respond to e-mails.
34
The Ministry of Agriculture has an interesting project that provides e-
extension services through computer kiosks in some Indian states. The success
the continuous flow of information from officials to women in the community and
There are a few cases a citizen led initiative that have created the space
The ‘Lok Satta’ internet based campaign aims to promote probity in the
electoral processes. Such internet based advocacy campaigns have the potential
It is only when citizens can engage with governments through the new
spaces being made available to them can the notion of e-democracy begin to
take birth. E-governance must allow for more than interaction. The shift towards
e-democracy will be possible only if there is scope for representation – the state
where the space for consultations are legitimized and citizen voices are
incorporated into police formulation and operational modalities; and for influence-
when the citizens are accorded right to litigate and directly impact on policy and
process to influence policy, which some of the developed countries have been
exploring through tools like e-referendums, seem to be quite far away in the India
context.
35
The manner in which technology is influencing human development in
Idnia seems to be top-down, with elite users, who use the technology to share
information and analysis guiding the mobilization of public opinion nationally and
absent.
special reference to its effectiveness and usability of the soft ware’s and
architectures.
Review of Literature
Ganes P. Sahu, Yogesh K. Dwivedi & Vishanth Weerakkody6 (2009)
explains that e-government has become a global phenomenon through its use of
failure cases.
36
Ashwani Saith, M. Vikayabaskar and V. Gayathri 7 (2008) puts together
processes across urban and rural spaces for work, consumption, e-governance,
and highlights the new kinds of social identities they are fostering in Idnia. It
development.
optimal concepts actually get implemented in the hard terrain of emerging Asia.
They gleans lessons from five Asian counties- Bangladesh, India, Indonesia,
Nepal, and Sri Lank- based on their experiences with expanding ICT connectivity.
telephone use at the bottom of the pyramid’ in Indian and Sri Lanka.
the most important subjects in the Information Society. Global e-governance for
37
and seamless world community. Society offers understanding of what information
counties/area in the world focusing on all of their visions, strategies and priority
has been made to accommodate conflicting points of view that would facilitate
the reader to arrive at his/her own understanding o the problems under purview.
R P Sinha 12 (2006) stressed that India in the last twenty years have seen
communication technology along with the advent of the user friendly computing
service delivery in India and drawn lesions to initiate scaling up and replication. It
range of sectors in India. The criteria used to choose these cases are four fold.
By presenting ten detailed case studies of how public services have been
understanding of the key causal factors and processes involve in reform over
time as well as some of the basic systemic issues that can potentially complicate
38
World Bank 14(2006) examines services delivery system in India, focusing
identifies common factors underlying their success. In doing so, it highlight the
lessons that can help improve service delivery across sectors and facilitate the
counties have led some people to proclaim a fundamental change in the world
economy. It is still relatively difficult to find reliable information about the changes
taking place in China or any other developing country. One of the many good
features of this evaluation is that it takes into account the specific relationship of
ICT with the wider social and economic system and the national system of
innovation of each country. It give insight into the role of ICT and ICT policy in the
in particulars since it is these laws that will govern how the internet and
39
information and communication technology are used and abused. The author
Tom J. van Weert & Arthur Tatnall (2005)17 projects international trends
of relationships with business and industry; and new forms of assessment. The
Some of the issues covered include: education models for real-life learning
changing role of the student; the changing role of educational institutions and
their relationship with business and industry; the changing role of teachers and
R.K. Bagga, Kenneth Keniston & Rohit Raj Mathur 18 (2005) examined
governance; cyber laws and their implementation; the role of ICT in combating
detailed and insightful look at the wireless scenario in the Asia-Pacific. It charts
the growth of the wireless ecosystem across the region, highlights the valuable
40
lessons learned by the pioneers, and contextualizes these themes with
developments in other parts of the world including the US, Europe and India.
James S.L. Yong 20 (2005) explains in detail about Brunei, China, Hon
Kong, India, Japan, South Korea, Malaysia, Singapore, Taiwan and Thailand.
capacity for the planning and implementing e-government for the poor.
people, money and policies; and dealing with political and ethical challenges.
original contributions from leading authors who offer alternative sto the current
41
strands of critical understaidng, a broad range of views and theoretical
applications, and offering a valuable source of reference for this emerging are of
from China, India, Malaysia, Nepal and Thiland, relating to initiatives to expand
ICT infrastructure capacity to promote access to ICT for all rural and poor people
with the countries of the Asia and pacific region. These case studies include
as opposed to the state, are transforming economies. The author also highlights
the critical need for development regions to shapes ICT which can stimulate
over vast distances and in real time, ICT has far-reaching implications for
transnational relationships.
and valuable source of reference which attempt to both describe and analyze the
often tumultuous and controversial public sector reforms which have taken place
42
Mark Turner and David Hulme 27 (2004) provide a comprehensive
countries. The authors review the public management system in the developing
world with varied case studies which includes the use of Information and
various issues relted to Community e-Centre in the Asia and the Pacific region.
The purpose is to share good practices and provide models for successful
strategy formulation.
author takes a global perspective, presenting case studies from developed and
developing counties, including Brazil China, Egypt, India, and the United states.
history, nature and aspects related to the digital divide’ in India. It has examined
43
in detail the social, economic and political aspects affecting it. Alongside the
optimism and hype surrounding the information age, it was noted by the authors
that a vast majority of the people remained untouched by this revolution. A ‘digital
divide’ come to be recognized between the rich an the powerful, which are part of
the information age and the poor and powerless, which are not.
Simon Tay & Maria Seda 32 (2003) has identified strategies and sharing
experiences of countries raging from Indonesia and Thailand to Honk Kong and
explained “digital divide”—which falls between those who have and can afford
the latest in technological tools and those who have neither in our society—is
that divide, which involve access, skill, political participation, as well as the
obvious economics. Computer and internet access are insufficient without the sill
provide primary justification for realizing that this inequality is a public problem
Jeffrey James 34 (2003) examines the global digital divide- the extent to
counties – has already established itself as the single most pervasive theme of
the twenty-first century. The author explores some of the ways in which this
44
divide can be overcome both within and between nations. Employing a rigorous
reference to nine economies Brunei, China, Hong Kong, India, South Korea,
explosion are today relatives in our social and economic institutions. The purpose
Vivek Sood 37 (2001) stresses upon the need of cyber laws in the new era
The e-governance will remove the red tapism occurring in the day to day
be more transparency.
45
and military power. The book concludes that India can claim real success in
exploiting the information revolution only if ti can bridge the digital divide.
Srinivas R Melkote and Sandhya Rao 39 (2001) examines the role of the
communication landscapes.
Indian from bullock carts to Cyber Marts. It includes the human Endeavour and
advancement.
Subhash Bhatnagar & Robert Schwae 41 (2000) traces the history of ICT
use in rural India, examines some of the problems that have afflicted the
how ICT application could help overcome them, assesses the early efforts in ICT
46
In benchmarking state initiatives, four independent frameworks of analysis
seem possible. These frameworks have been presented as possible ways to look
communication technology.
Research Methodology
For completing the research works both primary and secondary data will
The selected sample will include the elected members of parliament and
sample of offices belonging to All India Servies (IAS), Punjab Civil Services
47
(PCS), PUNJAB INFOTECH, Department of Information Technology (DIT) and
National Informatics Center (NIC) Punjab region, who are actively participating in
Tentative Cauterization
1. Introduction
implementation.
5. Conclusion.
48
CHAPPTER-2
e-GOVERNANCE INITIATIVES
IN INDIA
find strategies that set off chain reactions in your organization or system,
dominoes that will set all others falling. In a phrase, you must be strategic. By
strategy, does not mean detailed plans. There are no algorithms to follow to
49
adhere. The process is not linear, and it is certainly not orderly. Things rarely go
the resistance and opportunities they encounter. Rather, by strategy, I mean the
used of key leverage points to make fundamental changes that ripple throughout
government, and in the community and society. Given the enormity of the task
leverage small resource into big changes. Being strategic means using the levels
To use but one example for former British Prime Minister Margaret
Thatcher did not start out with a full-blown strategy to reinvent the British state,
She came into office in 1979 determined to make it smaller, privatize many
functions, and force the bureaucrats to be more efficient. But unlike her American
counterpart, Ronald Reaga, she learned from the failure of her “jam the
bureaucrats” approach. She also had more time in office. In her third term, she
50
“ICTs (Information and Communication Technology) are effectively
When computers were first developed around sixty years back, the
primary purposes for which they were used were scientific computing and
during the Second World War. With the commercial availability computers and
the realization that computers could be used for other applications, banks and
insurance companies also started using these for speeding up their operations.
and 1960s, many of the governments round the world also started using these for
inventory control and economic modeling. These were mostly installed in the
personal computer which can communicate with each other through the Internet
has opended up near vistas for widespread application in almost every field of
51
efficiency of operations of government machinery and in making it much easier
for citizens to access information and interact with government. It is only during
the last few years that the developing counties have started exploring the great
(G2B) as well as back office processes and interactions within the entire
the employees for delivering the services through ICT. To achieve this, the
Government employees are being trained on technology and started realizing the
The potential of ICT in impacting the live of rural poor in a variety of ways
is now being widely recognized. Recognition of the potential comes from a few
52
e-districts
government services are delivered to the citizen through a single window system,
Value to Citizen: (a) Services delivery centre located at close proximity to the
citizen thereby enhancing convenience (b) Reduce citizen interaction with the
Government functionary / office for a service and c) Evolve these e-Seva centre
Services Charges
Residence, Integrated
Posting of Grievances Rs. 5
Download of applications/ static Rs. 2
53
collaboration with Azim Premji
center
Implementation Highlight:
As the citizen kiosk was critical to success, effective model was envisaged
and enforced without leaving this to the choice of the private entrepreneur.
46 rural e-Seva centers at the rate of one per Mandal was established and
not do away with the manual backend processing and the paper work
involve.
As services are completely data driven, the onus was on the citizen to
obtain necessary authorization of basic data that was entered into the
54
Project was conceived in Sep 2002 and the first version of the model
started working from Jan 2003 with a limited set of services. Application
Success factors
management.
District Collector leveraged the necessary support from all quarters and
ensured sustainability.
Citizen awareness and appreciation of the services had put the onus on
55
The maturity of service delivery ensures sustenance of te processes and
delivery model.
Thiruvarur-e-district
Value to Citizen
The entire land record transactions have been made online thus providing
Birth and death certificates provided with 10 minutes for the period 1997-
2001.
Disbursal of scholarships to eligible Pre & Post Matric students within one
56
Mutation related documents for land 20
Scholarships)
57
Implementation Highlights
under the personal initiative of the then District Collector and his team.
The district had set up a software development centre in the DC’s office,
Total funding for this project was Rs. 2 Cr for infrastructure; development
Success factors.
58
Governance applications are characterized by simplicity and
actual involvement of the officials which have been critical from the
capacity/ replication.
camps. Eight such camps were conducted in wedding halls and about
requirements.
59
Rural development Initiatives
Since time immemorial, India has been a land of village communities. With
successful unless in focuses on rural areas and rural people. In 1986, NIC
RuralSoft
Rural Soft is a solution that helps in monitoring the monthly progress of
various poverty alleviation schemes sponsored by MoRD and SRDs. Rural Soft3
is, in fact, the more sophisticated version of what was popularly known as CRISP
designed and developed by NIC and distributed to all State Rural Department.
Since then, the software has responded to may changes in the domain as well as
regarding families below poverty line. The survey is conducted as per directions
from the department. The survey data captured through BPL survey software4 is
60
used by planners in Ministry of Rural Development and State rural development,
by citizens (Particularly, the rural poor) to see if they are part of the BPL list and
hence eligible for various benefits offered by the government and by many other
which contains a portal framework of State PR, all zilla Parishads, all Block
Panchayats and all Village Panachayats in the country with the web-site of the
PRIs and also serving the common man. This software solution also helps in
Comptroller & Auditor General (CAG) Office, thereby bringing about transparency
61
in Panchyati Raj accounting. The receipts/ expenditure details are available on
the web for all, including village citizens. Current implementations of PriaSoft
include:
Panchayat (Andhra Pradesh) - Internet based services for Birth and Death
Additional services such as market prices and agricultural extension advice will
also be provided to the citizens of the village from e-Panchayat. This project is
adaptation.
Gyandoot
The facility of internet in Dhar8 district which is connecting rural cyber
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The web site of GYANDOOT is an extension of Gyandoot internet, for
giving global access. Some of the services provided to rural people through
kiosks set up in the villages of the rural district include Commodity/ Mandi
rural Market (Gaon ka Bazaar), Rural News Paper (Gram Samachar) Advisory
SERVICES
In all the Soochanalaya9 villages, three meetings each were organized
with the villagers where in-depth participatory appraisal was dopne. The design
of the services provided was a result of this interactive exercise and was based
upon the advice and the felt needs of the villagers. In these meeting, it was
learned thatr due to lack of information regarding the proper mandi rates not only
in the local mandis but in the benchmark mandis (where the local mandi trader
sells his own purchases), the farmers are unable to get the best price for their
agricultural produce. Villagers also informed that copies of land records are
difficult to obtain since the patwari is often on tour and one patwari is responsible
for several villages. The villager needing a copy of the land records has to go out
in search of the partwari who may or may no tbe available on that particular day
at his headquarters. For small complaints or for giving applications, people had to
63
go to Block, Tahsil or District headquarters which resulted in waste of time,
etc. may be sent on-line. On the preparation of the desired certificate/ rin pustika,
the information will be sent through email to the concerned Soochanalaya. These
programmes/ institutions/ employees may also be sent through the net and in a
maximum period of seven days, preferably less, reply regarding their disposal will
Gram Daak: emailing software which is all set to become the Hotmail for
villagers. Working in their local language, it has all the features and facilities of a
state of the art web based email. In addition to this, Gram Daak also has a client
version which works locally at the Gyandoot Soochanalayas end has message
queuing facility. One getting connected it transfers all the mails in the out box to
the Gyandoot server and receives the incoming ones stored therein. This
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Expansion in availability of rates for more mandis and more
crops: State Mandi Board has begin supplying rates of wheat on the Gyandoot
internet for another 23 mandis over and above the initial 13 mandis whose rates
were provided earlier for varieties and crops. The Board will be adding
information of rates of other varieties/ crops also soon for the new 23 mandis.
Rates of 9 more varieties/ crops have been added over and above the initial 15.
Thus, rates of 24 crops/ varieties form 13 mandis and rate of wheat from 36
project report prepared for occupations in the approved shelf of loan projects at
the nearyby Soochanalaya as and submit them their itself with necessary
Swarnjayanti Gram Swarojgar Yojana (SGSY- the recast IRDP). The citizen need
not hunt professionals for project preparation or chase files from extension
workers to desks, officies and sponsoring committees. The correct project may
assured within two week by visiting a Soochanalayas for a modest for a modest
fixed fee of Rs. 25. It is planned to cover all other government loan schemes too.
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Information regarding government programmes: Detailed
Mandi Information Centre11:- From 22nd June Dhamnod mandi has been
linked with gyandoot. Besides hourly only mandi rates it will provide loacal
The farmers can see them from a 29” television put up in the centre of
this facility every day. The project will eventually link and create similar
the right match for a prospective birde/groom. Every every entry from a
which when searched would provide accurate results. The program has
Patidar and Jain samaj have already agreed to place their matrimonial
here.
based on the Internet. This has now been replicated in 12 more districts. It also
won the Stockholm Challenge Award. Out efforts view IT as one fundamentally
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Bhoomi
Bhoomi project is an attempt made by Karnataka State Government for
Under the Bhoomi E-Governance project all 20 million land records of 6.7 million
land owners in 176 taluks of Karnataka have been computerized. This systems
works with the software called “BHOOMI” designed fully in-house by National
This software provides for printing of land records as and when required.
All the mutations to the land records database are done on the computer
It incorporates the state of the art bio-logon metrics system from Compaq,
fingerprints. This ensures that nobody can hack the system by imitating
other users.
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parties. Both documents are scanned to ensure that not only responsibility
them but also to ensure that the interested parties do not claim in the court
that they were not served with the notice before effecting the mutation.
based on type of soil, land holding size, type of crops grown etc. this
decision14.
Components of Bhoomi
The computer centre where mutation and updation are one in online
Land Record kiosk from where the farmers can collect the copy of their
record by paying Rs. 15. They can also lodge request for mutation to their
Touch Screen Kiosk where farmers can see their land related information
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Benfits of Bhoomi
Farmers
Farmers can quickly get their land records from Kiosks and are protected
As against time delay of 3 to 30 days they now get their records in less
be submitted at the kiosk. The records are authentic and legible. Use of
biometrics authentication system for updation of records have freed farmers form
unscrupulous officials.
Farmers can lodge application for mutation (change in land title) to their
land records at the mutation kiosks, get acknowledgement for the same and can
monitor the progress using touch screen kiosks available in some Bhoomi
centers. They would then get their updated land record in a fixed time frame
without the need of approaching any authority. As against earlier time. Of 70-200
Farmers can also get the official status report of their request for mutation
which would let them know the stage at which their request is pending. This
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status report would help them in enforcing their right of getting the record
It would be easier for the farmers to pursue land related litigation in the
court.
Administrators
Ease of maintenance and updation of land records docments.
1-2 years in some cases. Now it would always be in sync with time.
like various crops grown in a village or a sub district, the fertilizers and pesticide
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Planning. Such data in earlier system became available to departments only after
like various crops grown in a village or a sub district, the fertilizers and pesticide
Planning. Such data in earlier system became available to departments only after
Others
for their farm credit related activities. In manual system they worked on 2 years
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The Department of Revenue in Karnataka has computerized 20 million
records of land ownership of 6.7 million farmers. In the manual system, land
3-4 villagers. Farmers had to pay bribes and make several visits to the
primarily for obtaining bank loans. Land records in the custody of Village
Accountants were not open for public scrutiny. Mutation requests15 had to be
field with the Village Accountant. A Revenue Inspector was authorized to update
Now a signed copy of the RTC can be obtained online by providing the name of
the owner or plot number at computerized Bhoomi kiosks in 187 taluk offices, for
a fee of Rs. 15. A second computer screen faces the clients to enable them to
see the transaction being performed. A farmer can file a mutation request at the
kiosk and check the status on a Touch Screen provided on a plot basis in some
kiosks. If the revenue inspector does not complete the mutation within 45 days, a
farmer can now approach a second person in the district who has been
for their decisions and actions by using a bio-login system that authenticates
every log-in through a thumb print. In the last one year nearly 90,000 mutation
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requests have been made and the monthly collection of fee has varied from Rs.
locally designed handheld computer (Simputer) has been provided to 200 village
accountants for capturing the crop data live in the field. Village Accountants have
found it easy to learn the operations of the Simputer. Bhoomi demonstrates the
PRAGATI
NIC, Assam State Centre has designed and developed, ‘PRAGATI’ – an
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e-Panchayat is a comprehensive suite of Panchayat application
solve the information management problems at the village level. As a part of its
gram pancyahat. The 1992 Panchayat Raj Act of the central Government and the
success stories of the Gram Panchayats n various state in the country are taken
Grampanchayat are all considered in this package. Thus ePanchayat fits well
into the information systems at village level. E-Panchayat benefits the Citizens,
the Elected Representatives, the Gram Panchayat and other village level
officials, the Administrators and Planners at the district and state level, also
knowledge workers and the researchers. Separate user centric modules are
made available, taking into consideration the requirement of these main stake
panchayat in offering citizen services and also aiding the local administration.
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Development works, Status on applications submitted and tax dues, Grievance
registration and status enquiry, budget information and links to important sites.
The information services are available for functions such as Births and Deaths;
House Tax; Trade Licenses; Pension schemes; Works Land Records; Marriages;
etc.
especially those living in distant rural areas. This Web-site enable Government
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Saving in time and cost of people visiting District headquarters time and
again for getting information, lodging complaints and inquiring their status
etc.
Centers for getting the departmental Data entered and transmitted from
time to time.
A platform for the people to interact with each other on mutual interest
Training, Word Processing and Data Entry jobs, and extending Internet
Access.
State.
Accordingly, the project was started on a pilot basis in district Hamirpur, funded
by NABARD, as the first IT- Project of any State Govt. funded under RIDF
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scheme. The pilot peoject was formally launched by the Chief Minister of
Hamirpur).
each of the concerned Panchayat for these Centres, named as Soochaks. The
Soochaks have been provided with a Client Computer with a Printer, Modem and
UPS.
They ware also imparted necessary training at the district headquarters for
accessing and using LokMitra Sofware. The Soochaks are required to deposit a
security bond and fixed annual Registration charges with the district
administration. The Services offered in the pilot implementation of the project are
format. For these classified complaints, the concerned department within 10 days
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Downloadable Forms the citizens need for various purposes e.g. driving license
form, forms for getting various subsidies, ration card form etc. Vacancies are
DRDA etc. with complete job details, submission data, earnest money, cost of
work etc. Promotional Schemes from all Departments, with details e.g. how to
HIM-BHOOMI
Initially in a Pilot Project in District Kangra, the Software was developed in
twelve district of the state, the total numbers of tehsils are 109 and sub-division
Bhoomi
Tehsils Sub Div. Tehsils
Bilaspur 4 2 2 4 2
Chamba 10 6 10 9 6
Hamirpur 6 3 5 6 1
Kangra 19 8 12 12 12
Kinnaur 6 3 6 6 0
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Kullu 6 3 6 5 1
Lahual- 3 3 3 3 2
Spiti
Mandi 16 6 11 16 6
Shimla 17 7 17 14 17
Sirmour 10 3 7 7 1
Solan 7 4 5 5 5
Una 5 2 4 5 4
State Total 109 50 88 92 57
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HIM-BHOOMI
Form the experience gained from the initial implementation in Kangra
the Software in Oracle 7.0 under UNIX instead of Foxplus under UNIX, because
Oracle was more powerful Sofware and also improved the security of the data so
including all the main land records. Separate Software modules were envisaged
Girdawari Agricultural statistics and Kisaan Pass Books etc. Under this software,
carried out on the basis of this Unique Code. For instance, person claiming to be
a small farmer (but actually having scattered land at numerous locations) can be
easily identified. Similarly, extent of fragmentation of land and its impact on yield
statuses illegally (e.g. a tenant and landowner at the same time) can be
identified. This software facilitates mutation entry and generation of Nakal and
smooth conduct of irrigation & agriculture census which are conducted after
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every five years. This may lead to substantial saving of effort and resources as
village code same as the census village code, hence, all the data can be
correlated with the Land Records database to carry out various even micro level
studies down to the individual level 22. This has helped in getting revenue
documents within a shorter possible time as earlier 3-4 months were taken to get
(Nakal) Distribution Module. This software has used the old traditional
Terminology viz. Khewat Number, Khatoni Number, Khasra Number, Min &
Himris
The power of sub registrars have been vested in Naib-Tehsildar. The
landholders leaving in far flung areas come to offices after spending hours to get
as many service at the same time from a single trip. With the introduction of
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including certificates of different kinds issued on the spot and thus the whole
Objectives
transparent manner
specific processes.
E-Praman
Various types of certificates viz. Bona fide Certificate, Rural Area
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Certificate, Character Certificate, SC/ST Certificate, Dogra Class, Minority
Employment, Backward Area Certificate and Legal Heir are issued by all the
2005. This ICT system has helped the citizens to get the same easily and thereby
the state has also generated revenue on account of it. Also the Tehsil centre are
RoR Nakal, property registration are going on, it seemed appropriate to expand
the scope of services from the Tehsil centres so that in one visit citizen may get
enters are already established and offering services like issue of driving license,
certificates in these centres again the scope of services has been enlarged.
The three components viz. HimBhoomi, Himris and E-Praman has been
127124 nakals were issued, 64327 number of mutations attested in the field,
68473 mutations were entered 78233 mutation are pending 4820 villages for
which next jamabandi generated and 1520 villages for which Khasra Girdawari
printed. Under Himris 36494 registrations were made and under E-Praman
328796 various certificates were issued and the total revenue generated under
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Impact of Revenue-Governance
temper proof, leads to easy maintenance and fast updation. It has empowered
the land holders to get their records easily. The earlier manual system was time
consuming and having many hurles in getting the vital information for various
purposes. This has also helped in obtaining a loan from bank, serves as a proof
during court cases and requirement for seeking compensation and crop
implementing the revenue lawss and by-laws. With this various reports can be
generated easily and the data available with the revenue department can be
timely submitted to various notional and international agencies for getting various
project and schemes. ICT has also resulted in giving better services, hereby
giving a better image of the Govt. The record keeping has also been better in
provide the Nakal to the general public without any inconvenience. With the help
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of the software the information related to various requests are entered and
printouts of RoR are given instantaneously. The main features of this module are
27.
in the software.
LOKVANI
Lokvani28 is a public private partnership E-governance program started
(Technical care taker) in District Sitapur. The goal of this program is to provide
accountable and transparent governance to district Sitapur, which has 88% rural
population with 38.86% literacy rate. First physical interface to this system is 42
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kiosk centres spread uniformly in district and continuously increasing in numbers.
License for Kiosk centre, user name and password is given to existing Cyber
Lokvani and owner of cyber café. This decision was taken to ensure the financial
medical facility, Land Records, Arms license application status, GPG accounts of
basic education teachers and can file complaint to District Magistrate by paying
nominal fixed charges to Kiosk or by using short message service and Integrated
guideline and deadline for action should be taken. These complaints travel
through OFC in district head quarter and through mail or manually to officer
which are working in remote area. Uneducated complainant can check the
progress of work through kiosk centre. Success story of this system is not only
supported by national new paper and maganize but also by facts. More than
47,700 complaints registered in short duration of 14 months and more than 90%
complaints had been disposed successfully. Complaint pending for last 33 years
has been solved through Lokvani. In spite of 12.74% literate women, 10%
complainants are women from rural who are unable to travel District head
quarter. This system has generated awareness among uneducated rural peoples
development work in the district, lists of old age pensioners, lists of scholarship
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grains to Fare price shop, allotments of funds to village, free medical services
etc. Mid Day Meal, Food for Work and BPL (Below poverty line) are name of few
AKSHAYA
Akshaya, an innovative project30 implemented in the State of Kerala
aimed at bridging the digital divide, addresses the issues of ICT access, basic
skill sets and availability of relevant content. Quality ICT dissemination and
district, Akshaya was conceived as a landmark ICT project by the Kerala State
entire population of the State. The moduls for this was establishment of grass
growth and creation of direct and indirect employment in the State by focusing on
the various facts of e-learning, e-transaction, e-governance etc. thus the project
is having a long standing impact on the social, economic and political scenario of
the State. The Akshaya centres’ in the State will now sell various products of
public sector telecom major Bharat Sanchar Nigam Ltd (BSNL). According to an
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official release, the 2,086 Akshaya centres will sell BSNL’s India Telephone
Cards, SIM cards for BSNL’s mobile service, recharge coupons, CD-ROM
directories and so on. BSNL and the Kerala Stat IT Mission recently signed a
E-Choupal
at delivering value to its customers around the world on a sustainable basis. The
‘e-Choupal’ also unshackles the potential of Indian farmer who has been
productivity – weak market orientation – low value addition – low margin- low
risk taking ability. This made him and Indian agribusiness sector globally
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incomes, enlarged capacity for former risk management, larger investments and
Further, a growth in rural incomes will also unleash the latent demand for
industrial goods so necessary for the continued growth of the Indian economy.
This will create another virtuous cycle propelling the economy into a higher
growth trajectory.
largest initiative among all Internet based interventions in rural India. ‘e-Choupal’
services today reach out to over 4 million farmers growing a range of crops-
soyabean, coffee, wheat, rice, pluses, shrimp – in over 40,000 villages through
tamil Nadu). The problems encountered while setting up and managing these ‘e-
telecom connectivity and bandwidth, apart from the challenge of imparting skills
to the first time internet users in remote and inaccessible areas of rural India.
BHOOMI
Bhoomi (meaning land) is the project of on-line delivery and management
management with better citizen services and takes discretion away from civil
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The Revenue Department in Karnataka, with the technical assistance from
national Informatics Centre (NIC, Bangalore, has built and operationalised the
BHOOMI system throughout the state. The BHOOMI has computerized 20 million
provisions for recording a mutation request online. Farmers can now access the
database and are empowered to follow up. In the BHOOMI project, a printed
copy of the RTC can be obtained online by providing the name of the owner or
plot number at computerized land record kiosks in 177 taluk offices, for a fee of
Rs. 15. A second computer screen faces the clients to enable them to see the
application on Touch Screen Kiosks. If the revenue inspector does not complete
the mutation within 45 days, a farmer can now approach a senior officer person
with their grievance. The Karnataka government’s ‘Bhoomi’ project has led to the
Through it, the revenue department has done away with the corruption ridden
expected to benefit seventy lakh villagers in 30,000 villages39. A farmer can walk
into the nearest taluk office and ask for a computer printout of his land record
certificate for Rs. 15. He can also check details of land records on a touch-screen
kiosk by inserting a two-rupee coin. These kiosks, installed at the taluk office, will
provide the public with a convenient interface to the land records centre 40.
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The Centre’s proposal to replicate Karnataka’s “Bhoomi” project
throughout the country reflects well on the State Government. Bhoomi, the self-
records is a novel project. It is will not only transform rural life but also help
riddled with corruption and red tape. The credit for this revolutionary step shoul
go to the Chief Minister, S.M. Krishna, who not only initiated the project but also
JUDIS
Courts of Delhi, AP, Jammu and Kashmir, Bombay, Madras, Goa, Allahabad,
Guwahati and Tis Hazari Delhi District out. Judgments can be accessed through
part name, Advocate, Data of judgment and more importantly by free text search.
This enables the users to retrieve all relevant judgments on a particular subject.
As a result of this very useful service an ordinary litigant can find out precedents
of a case on his/her own. It saves lot of time of judges and advocates in locating
RAJYA SABHA
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The Upper House of Parliament has been actively involve in use of
A large number of applications have been developed and implemented, for the
large. The most up-to-date website of Rajya Sabha 43 is the storehouse of million
legislative bodies in India and abroad, academic Institutions, Print and visual
LOK SABHA
Lok Sabha Secretariat has set up a state of the art computer and
Query Booth serves MPs for all their IT needs. NIC44 has developed a number
of Computer based applications for the Lok Sabha Secretariat. The Website of
Lok Sabha has been designed and developed by NIC. The majority of application
running here are similar to the applications at the Rajya Sabha. Some important
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facilities provided include databases with information regarding question and
e-POST
The internet revolution has allowed rapid exchange of communication
through email. However, the internet has not reached most of rural India and
other remote areas. To bridge this digital divide, and to bring the benefit of the
Posts has introduced e-post45. The e-Post was initially launched in five States
on an experimental basis. In the wake of the experience gained and the service
has been launched on national basis. This project has been implemented by NIC
offices, these messages are printed, enveloped and delivered through postmen
like other letters to the respective postal addresses. For this purpose, e-Post
centres46 have been set up in Post Offices covering all the districts and major
towns. These e-Post centres are equipped with internet connection, computers
and printers. However, e-Post service is not limited to the e-Post centres only. It
The messages booked at Post Offices which are not the e-Post centres, are sent
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Post centres for areas beyond their delivery jurisdiction are printed and sent to
concerned Post Offices for delivery in normal matter through postman. The
postal systems with the modern techniques. Mobile phones, computers and other
While the use of such communication systems could not be negated for their
e-NAGARPALIKA
e-Nagarpalika is a comprehensive suite of software solutions for Urban
module interface, cutting edge technology and strict security. The web site
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Welfare schemes, Development works, Status on applications submitted and tax
dues, Grievance registration and status enquiry, Budget information and links to
important sites. The facility for Births and Deaths Ragistrations covers capturing
Non availability Certificates; Registers; Statistics. The Property Tax and Vacant
Land Tax options includes assessment as per Monthly Rental value and Capital
Demand Notice; Registers / Field Books/ DCB/ Defaulters / MIS Reports. Other
options include Trade Licences; water Tax and Water Tap Connections;
e-ASHA
NIC UP State Unit, Lucknow has evolved an integrated I.T. solution e-
ASHA (Automated Service & Help for All) as a G2G and G2C application48.
Using the services through e-ASHA, a citizen can get not only specific
information of public utility from the Government departments, but can also pay
different types of bills through eASHA kiosks/couters across the city. E-ASHA
provides copy of Record of Right (Khatauni) at the counter, and offers enquiries
95
grievances, to being with. It also offers collection of payments against bills
related to Trade Tax, House Tax, Water Tax, Road Tax etc. – all at a single
counter. Common user interface screens for each service displaying, or requiring
inputs for department specific data during a transaction. Client/ server web-based
interface for each service reaching out over the Internet to the comforts of
of just a web-browser at the front-end a web/ data server at the back-end, with a
dialup/ ISDN connectivity Uniform and minimal front end screens 49 requiring
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CHAPER-3
E-GOVERNANCE IN PUNJAB &
IMPLEMENTATION
97
E- governance initiative in Punjab and Chandigarh
E-governance in Punjab
way in touching the lives of the common man. In this chapter we analyze the
technology and strategies behind e-governance initiatives that are benefiting the
masses of Punjab. The value of IT is not truly realized unless it touches everyday
from the senior executives to the bottom, and make the job easier even for a
readiness. It clearly shows that though the state has started leveraging ICT
extensively to boost its social / educational infrastructure, but the actual benefits
have either not seeped into or are yet to impact common citizens. One the other
rank. While the total number of active e-governance projects has increased there
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is still lot of room to ensure that the benefits reach the intended users in the
projects by swiftly undertake development of state wide area network, state dta
centers and citizen service centers. The Punjab State wide area network is
Technology” 193 (out of 196) Point of Presence (PoPs) in the state, including one
at the state level, 20 at district level and 172 at Sub-division/ level” have already
bandwidth for this project throughout the network. Apart from this, 21 Video
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Increasd accessibility to services for the citizens and multiply usage.
locations and to allow them to share common files. Carriage of voice and
is required.
(PSWAN). The Punjab government signed an agreement with HCL Info systems
to establish Punjab State wide Area Network (PAWAN). The Punjab State Wide
Area Network (PAWAN) will serve as the backbone network for data, voice and
implemented at a total cost of Rs. 41.45 crores will connect 200 sites i.e., 20
districts, 179 Sub-Divisions & Blocks across in Punjab putting the state on the
fast trac towards IT proficiency and would be implemented in 26 weeks time. The
enabling Citizen Services and effective e-governance that is key for any State’s
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Records, Transport, Police, Municipal Corporations and DC Offices shall use this
establish Punjab State Wide Area Network (PAWAN),4 Adesh Partap Singh
Kairon, Minister for Information Technology said, “The Punjab State Wide Area
Network shall act as an information super highway it will be set up on build, own,
operate and transfer basis for give years. PAWAN will follow a 3-tier structure
and its departments. The implementation of PAWAN will provide reliable, vertical
PAWAN will ensure that every citizen in the state has access to Government
services and information whenever and wherever they need it in a cost –efficient
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The Project PAWAN to be implemented will connect 2002 sites i.e., 20
districts, 179 Sub-Divisions & Blocks across in Punjab. PAWAN would follow a 3
Tier structure through Point of Presence (POP) across the various levels.
State Head Quarter (or State Network Centre (SNC) constitutes Tier I.
District Head Quarter (or District Network Centre (DNC) constitutes Tier II.
Sub Divisional Head Quarter (or Sub Division Network Centre (SDNC) and
the Block Head Quarters (or Block Network Centres (BNC) constitutes Tier
III.
shall be connected to State Head Quarter (Tier I), 20 Horizontal offices shall be
connected to District Head Quarter (Tier II) and 10 Horizontal offices shall be
connected to Sub Divisional Head Quarters and block Head Quarters (Tier III)
and Central Department. Internet access will also be provided to PAWAN users
through Internet Gateway at State Network Center. Point to Point and point to
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to the Common Service Centers (CSCs) for providing access to major e-
Present Status6
to it.
States/ UTs across the country was approved by the Government on 24 th January
2008 with a total expense of Rs 1623.2 crores. It includes the Capital and
Operational expenses over a period of five years. The States/ Uts have been
categorized in three categories namely Large, Medium and Small. Through the
State Data Centers, the Government wishes to create a common and secure IT
103
(G2C) and Government to Business (G2B) services. State Data Centre acts as a
mediator & convergence point between open unsecured public domain and
and hosting State level applications with the view to provide G2G, G2C,
G2B services.
The state data centre will serve as central repository of the databases for
the State with secure data storage thus providing integrated and reliable 24 * 7
online delivery of services. Some of the key deparmtnetts/ projects, for which
Taxation, Land Records, Food and Civil supplies, Local Government, SUWIDHA,
Establishment of State Data Centers (SDC) in 27 States/ UTs for a total outlay of
104
Rs 1,237 Crores. The State whose proposals have been approved by DIT are:
State Data Center (SDC) will facilitate various State departments to host
their Services/ applications on a common infrastructure this has lead the ease of
Businesses through the connectivity Infrastructure being rolled out such as State
Wide Area network (SWAN) and Common Service Centers (CSC) M/s Wipro
has decided to set a state data centre at Chandigarh and district data centres at
each district to cater the information needs at various levels. The Punjab
Present status
105
The RFPs which were under preparation of 16 States are Andhra
massive scale. The PPP model of the CSC scheme envisages a 3-tier structure
consisting of the CSC operator (called village Level Entrepreneur or VLE); the
Service Centre Agency (SCA), that will be responsible for a division of 500-1000
State.10
proposed CSC Scheme to reach out to the citizens staying in rural Punjab. Under
this programme, Punjab plans to set up 2,500 common services centres that
would provide high quality and cost-effective video, voice and data content in the
and private services. The Punjab State Government has appointed Punjab State
106
the implementation of the CSC Schme. For effective implementation of the
present status of PAWAN and procurement of SCAs through study of these was
conducted.
Centres (CSCs) in rural areas across the state. These service centres will act as
service deliver points for government and business services to the citizens at the
village leve.
The CSCs would offer Punjab citizens a large number of services in the
Delivering government services by these CSCs will be mandatory. The CSCs will
CSCs will help bridge the technological divide between the urban and rural
masses. With a view to offer an integrated set of services to the citizens, the
Sukhmani Society for Citizen Services was created. Sukhmani Service centres
Sukhmani Society is a district level body that would work under the overall
107
Agency (SDA) for facilitating implementation of CSCs scheme in Punjab 12. All
the service centers in the district would be established, managed and run by the
the government with regards to Sukhmani can be deployed from a single point
integrity and reliability of the system. Sukhmani is more than a mere technology
integration project. It would serve as a mix of offline and online means to deliver
the citizen services. Sukhmani is a distributed application with one of the aims to
Initiative.
Present Status
Government of Idnia.
grievance redressal. Sukhmani is the citizen geteway for over 120 services
1. A WAN
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The first component includes creating a WAN to connect the planned 120 plus
services centres to a central data centre. The second element is to create a cost-
applications that can be quaickly rolled out across the service centres. Microsoft
SUWIDHA
SUWIDHA has been conceived to facilitate the citizen by capturing the
input at a single point, defining a specified delivery date depending upon the type
of service and accepting cash at the counter itself. SUWIDHA was launched
Fatehgarh Sahib in Punjab in October 2002 and rolled out to all districts of
Punjab by January 2004 on the basis of a self sustaining revenue model. The
operational cost of running the centers is recover from citizens in the form of
facilitation charges. Single User- friendly window Disposal Help- line for
Applicants (SUWIDHA), the one –stop shop for devlivery of more than 150 citizen
services offered by the central , state and local governments was ranked
Topmost among all the e-governance projects in the country by Skoch in 2005-
109
06. also SUWIDHA received Excellence award from Microsoft in September
2006.
the input at a single point, defining a specified delivery data depending upon the
type of service, accepting cash at the counter itself and delivering district
administration services to the citizens from the same counters. It ensures timely
delivery without any need to interact with the concerned branch, SUWIDHA has
been implemented in all the districts of Punjab. Online status of the applications
SDM at SDM Mohali, SUWIDHA Project has been replicated at 56 SDM offices of
people and tried to shell money. Moreover no fixed time frame for the services
was there.
depending upon the type of service, accepting cash at the counter itself and
delivery of final document. This project has been able to give fast, convenient
successfully in all the districts and most of the Sub-Divisional offices of Punjab.
110
such as registration of marriages, arms license, ration card, issuance of passport,
pension, SC/BC/OBC certificates and birth & death Certificate.17 The objectives
the state by means of friendly and affordable interface between the government
and public the objective is to offer citizens cost effective service at the same time
Main Features18:
Linkage with backend applications. The citizen is not required to visit the
branch as the status can also be made available either through WebCITI
Interface).
requested.
Delivery of the services from the same counter. No need to visit the
branch.
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On the spot capturing of photo whenever required; saves time and cost to
the citizen.
Acceptance of petty cash. Now citizen will not be required to visit the bank
Application forms.
Provision for on the spot delivery of services where the verification can be
Single Window, Delivery time for each and every job is pre-defined, Delivery is
made through SUWIDHA counter, and a Citizen can check the status of
Hassle-free process for the applicant –the applicant goes to the nearest
CIC to submit his or her application and can check the status of the
application on the web. The applicant need not visit the actual office to
does not have to deal with the officals who actually process it.
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Greater monitoring and control over the office performance of staff- details
HCLI was awarded the contract to establish the Punjab State Wide Area
districts and state head offices. The project has enabled the state to connect
government bodies in 179 blocks across twenty districts. Most of the applications
running on PAWAN have been developed. One center has been set up to handle
pilot project. Twenty CSC scalled Suwidha Centers in Punjab have come up in
the district level across the state while seventy more have come up at the sub-
district level. Twenty-four services are being offered from the Suwidha Centers at
the district level, while twelve services are offered from the sub-district Suwidha
soon under the PPP model, which is being rolled out now. There are plans to roll
out CSCs in urban areas too. E-KiosKs a touch screen based system, the
applications, Voter list, information about various schemes, Bus/ Rail Time table
etc.
various certificates, driving licenses, arms licenses and other, NOC for various
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services, etc. Suwidha Project will be integrated with CSC scheme of
Government of India.
submits his or her application along with supporting documents, the application
goes through a number of steps of verification and validation. The citizen has to
visit various desks several times bedore the document is finally available to him
or her.
for services at a single location and monitor their status. The administrators can
monitor the efficiency of his or her subordinates in delivering these services; and
local level and reduces harassment of the citizens. In a nutshell, SUWIDHA uses
e-District
With the consolidation of state data base at SDC, successful
implementation of PAWAN, and CSC, e-District project is also turning into reality.
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workflow, backend computerization, data digitization across participating
project under National e-governance Plan (NeGP), which would pave the way for
and Kapurthala20.
development, testing and roll-out in the two pilot districts. Thereafter Request for
Proposal (RFP) would be prepared for state wide roll out for the rest of the
Education Board)
Board ) First of its kind in the state of Punjab, We based off Campus Counseling
for PSBTE has been implemented for the admissions in all the Diploma courses
various academic steams. Three rounds of counseling were held for 16,638
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seats available in polytechnic colleges in the state of Punjab spanning over one
month. In total, 21000 studetns registered themselves for taking admissions in all
the three streams. The Punjab State Board of Technical Education22 (PSBTE) is
Technical Education & Industrial Trainign act 1992, for regulating and controlling
Institutes. The board conducts Joint Entrance Test (JET) for admission to various
engineering diploma courses being run in the Government, Govt. Aided/ Self-
financing Institutions affiliated to the board. For other course such as Pharmacy
and Lateral entry to diploma courses, the marks based merit list is considered.23
Objectives
time with paperless counseling. The advantage of on-line off campus counseling
is that the seat vacated by earlier candidate will be right away allotted to the next
candidate in the merit, who has opted of it. In physical counseling it is allotted in
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the subsequent allotments, the merit candidate will be denied of his choice and
Education Board (PSBTE) has been successfully conducted this year for the
Engineering and Pharmacy steams in all the 70 institutes across the state.
Previously, all the students were required to come to PSBTE Chandiarh for the
counseling spread over many days, which was a hectic exercise for both
Sub-Registrar office and over deeds of Sale, Mortgage, Will, Adoption, SPA,
Skoch ranked PRISM ninth among all the e-governance projects in the country in
2005-06.
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PRISM means complete land registration including valuation of property
Khasra and Khatoni with increased security feature have been introduced. Major
service etc. It has been implemented in all 153 SRO offices in Punjab.
cheque printing, linkage with budget, AG account & bank, tight security, Web
enabled etc. Payments, receipts pension, LOC stamp etc are included. It has
been implemented at all the District Treasuries and all Sub-Treasuries of the
state. All sub-treasuries and treasuries have been linked to the state HQ.25
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The above figure explains the overall architecture of Integrated Treasuries
technology and is a client/ server architecture. The home page for i-TISP is
http://www.khazana.nic.in
The computer greatly reduce the time used in calculation and enhance the
accuracy and reliability of financial reports. Due to chronic delays in compiling the
accounts at the District Treasuries, the final details of Accounts are difficult to
generate, which will also be possible to be generated with speed and accuracy.
In turn it will aid the Government in analyzing the fiscal transactions minutely.
and payments are possible. Reports are generated indicating variations of actual
and budgeted receipts and payments. The monthly Major Head wise and
Module, Receipt Module , Pension Module, LOC Module, Stamps Module, Data
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Computerization of Regional Transport offices (RTO) and district Transport
offices (DTO) had been initiated by a number of State Governments like Delhi,
Commercial and Private Vehicle, Fee & Fine Collection, Fitness Validity and tax.
time and could not produce list of defaulters efficiently. VAHAN will provide
connectivity with transport offices not only across state but across the nation.
Such connectivity will prove its worth in tacking vehicles involved in illegal
activities. Stolen vehicles can be traced and duplicate registration will not be
possible of the same vehicle. It providesuseful data for better monitoring of the
unauthorized persons and monitoring the inter-state issues in a better way. The
and vehicle registration certificates in 45 minutes which earlier use to take 10-15
days.
In the state of Punjab this project has already made its mark with
VAHAN and SARATHI will be rolled out across the state on the BOOT basis.
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MESS (Monitoring of Elections Systems through SMSs)
Punjab. The application is aimed at capturing a set of fixed events for all the
mobile numbers from respective Polling stations (in this case PROs) in a
prescribed format and to update the database for onoine monitoring reports on
CEO’s website. The software has the provision for entering data through web-
entry also 28 which is allowed to authorize users like ROs/AROs of the assembly
segments only.
administration for attestation of affidavit of any kind by paying nominal fees. The
purpose of affidavit and other relevant details. Welcomed and accepted by the
citizens, media and administrators, AIS has been replicated at more than 50
Tehsils in addition to all the 20 districts with service over multiple counters.
for evolution of a nationwide crime and criminals information system from the
police station level based on the Criminal Procedure code (CrPC). Common
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Application (CIPA) aims at automation of all functions carried out at the police
stations. Initially only Crime Module has been taken up. CIPA software has been
of CIPA implementation. 32
and faster response to the public. It records the events of development made by
the investigating officers in the case during investigation and facilitates entering
the contents in the case diary. It records all development s in the case right up to
the prosecution stage, like hearing of the case, and summons/ warrants issued
(PRTC) was established at Patiala in Punjab33. The software for the Depot,
present the software supports commercial activites of the deport like generation
roaster etc. it also helps the corporation in generating the various reports on
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Route Receipt, Mileage of Buses, total cash collection, passenger taxes for
Punjab and other states, over time calculation for crew etc. System designed for
Pepsu Roadways ransport Corporation (PRTC) 34, DSS covers operations like
Network)
over Idnia and the State Agriculture Marketing Boards/ Directorates and the DMI
market fees collection, database of dealers, Issuance of Licenses for dealers etc.
Weekly prices and arrivals trends are also being disseminated using the portal.
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Monthly prices and arrivals bulletins are being generated using the national
collecting the desired market information and passing them to the authorites and
Inspection (DMI) has association with the State Agricultural Marketing Boards
for its proficient utilization. Computerization of data on market fee, arket charges,
mode of transportation, costs, sold and unsold stocks, sources of supply with
Directorates etc. will ensure flow of regular and reliable data to producers,
traders and consumers to derive maximum benefit of their sales and purchases.
unreached (farmers) thus providing them timely and reliable information for
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For easy interface with farmers and other beneficiaries a portal for
charges, etc., ensuring regularity and reliability of data and increasing the
and monitor the data base of pension beneficiaries under different social security
open to all. Its objective is to computerize all fields and Directorate Offices
pesticides in RPTL office, a work flow application named SARS “Sample Analysis
and Reporting System” has been developed for Regional Pesticide Testing Lab,
(A2E). This peoject also covers operations like development of Portal for
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Directorate RPTL, implementation of generic application and provides support in
computerization of the Directorate like dialup networking etc. all the data from the
of the project has been so that the Customer Satisfaction Index is a soaring high
of 91.5%.39
Punjab aims to transform the live of citizen in the long run and bring about
services available easily to citizens. One such step by the government of Punjab
state. As part of the Mission Mode Project (MMP) under the NeGP, an attempt
has been made to computerize the judicial processes. According to the plan, ICT
tools will be implemented in all the courts across the state. The stakeholders in
the e-Courts comprise of the citizens, lawmakers, judges, police officials, etc.
Objective
the courts in streamling their day-to-day operations. Also to help in reducing the
126
cases those are pending. The focus is to fundamentally offer transparency of
information to the litigants and regular access to legal judicial databases to the
judges.
As per NeGP e-courts mission mode project aims ICT enablement of the
Local Area Network has been established in Patiala District Court on pilog
basis. Replication in other 16 Districts Courts has been planned. The project,
which will finally be implemented in all district of Punjab, is being funded by the
Punjab and Haryana High Court. The software for these e-courts is being
developed by the National Informatics Centre. The e-courts one functional would
dispatch of mail and its movement. CCMS (Court Cases Monitoring System) is
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customizable solution to manage administration of the court related activities of
the officers holding the courts. Specially customized version for Labour court
Patiala has been under implementation to be replicated among all the labour
courts. MMS (Meeting Monitoring system) provides single point solution for
agenda of agenda itmes, Memos for the meetings, recording of minutes, action
status, etc.
dealers, calculation of Market Fee, Recording of daily arrival, monitoring of sale &
purchase etc. this software helps the market committee to transmit the data to
DMO and Mandi Board Head Office with the help of this software.
Government.
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DISE (District Information System for Election) DISE is randomization
software for Election Department which handles the functionalities like formation
of polling parties for Lok Sabha/ Assembly Elections in a random way, etc. as per
system to automate and monitor the process of grievances monitoring with host
by the distict authorities, DSMS has been developed. It has the provision for
storage of photographs of every stage of a work and the all relevant data. After
allocation and funds under NREGA. Rural development and panchyats minister
129
Ranjit Singh Brahmpura said 5.24 lakh job cards have already been issued to the
families in rural areas under NREGA in the state. The Central government had
made a provisional allotment of Rs 172 crore to Punjab for the current financial
year, of which the first installment of Rs 85.2 crore has been recived so far. 60%
of the amount would be spent on the wages of the workers and the remaining
for online data entry, and issuing job cards etc. In first phase, it was implemented
financial year, it has been replicated in all the remaining 16 district also which are
quality basic education all over the country. The SSA program is also an attempt
education created under District Information System for Education (DISE)_ list of
school children, mid-day meal and many other aspects of elementary education
130
in India. SSAMIS is a web based solution (http://www.ssamis.nic.in) for
Programme for girls’ education at elementary level) being run at block/ gram
State and annual target data and quarterly achievement data entry has been
“We are going to launch digital textbooks from the next session. The books will
be made available online and students can have access to them anytime,
monitor and improve the sex ratio between Boy and girls child by keeping track of
Laboratory for the regular checkup. All the details about the women can be
PNDT software. District administrative user can create separate users for clinics,
Laboratory and hospitals. The district administration can generate MIS and can
monitor on regular interval & submit to the state 46. At the central level, national
131
National Panchayat Portal (NPP) and ePRI
NPP contains the dynamic portals for all ZPs(540), BPs (6096) and
GPs(2,35,000).
solution for all PRIs were prepared by NIC and launched during the VII Round
Raj Institutions (PRIs) in the state, the functioning of Gram Panchayats in Punjab
Gram Panchayats. The ambitious scheme to connect all Gram Panchayats (GPs)
with national e-Governance would be launched in all the district and 90% cost
would be borne by the Center and balance by the state. The Punjab Government
is committed to adopting ePRI scheme on priority basis with a view to putting this
plan into practice. The proposed scheme would bring about improved
governance and service delivery through GPs and enable greater accountability
the scheme to connect all panchayats would be launched soon. He said the ePRI
scheme would be adopted on priority and project report and been submitted for
Constitution had provided for funds for PRIs. Now e-PRI, a centrally sponsored
132
would improve governance and service delivery through panchayats, ensure
accountability of the PRIs to the community and authorities, the minister said.49
personal details of MLAs with related information about the working of Sessions
that is:
from Punjab.
133
CIS (Certificate Issuance A bilingual application for issuance of
various certificates likece covering
System)
Backward Area, Caste Certificate,
district.
PBIS (Budget Preparation and Offers automated solution for Budget
preparation for Government of Punjab
Information System)
EEMS (Employment Exchange Performs all the operations of an
employment exchange including
Management System)
registration, renewal of registration,
Sangrur district.
National Sccial Assistance Provides assistance on three national
schemes Indira Gandhi National Old
Programme (NSAP)
Ages Pension Scheme (IGNOAPS),
134
Indira Gandhi National Widows
Scheme (IGNDPS)
Pradhan Mantri Gram Sadak To effectively monitor the entire
project (MMP)
Arms Licenses Issuance Provides workflow of Arms Licenses
branch with tracking mechanism apart
System (ALIS)
from License generation and history
maintenance.
Birth & Death Issuance System System developed to maintain Birth
and Death registrations and issuance
(BDIS)
of certificates.
MAREG (Marriage Registration Automates the process of registration
50 of marriages at district/SDM level.
Information System)
Pilot project successfully implemented
135
reapplication across the state.
etc
ICIS (Identity Card Issuance Facilitates the issucance of Identity
Card to district officials as well as for
System)
the Nambardar of villages.
ADIS (Atta Dal Information To facilitate Government for distribution
of food grain at subsidized rates to poor
System)
families of Punjab.
OPA (Office Automation For automating the file movement and
monitoring in an office. Successfully
Procedure)
implemented in the Department of
provide the status of SUWIDHA applications, Voter list, information about various
136
E-Kiosk has been implemented at Nawanshehar, Muktsar and Fatehgarh
Sahib.
Districts of Punjab, Official Web Site of Govt. of Punjab, Punjab Vidhan Sabha,
Quality Management System): Web based Quality Managemetn System for NIC,
seventeen districts, and linkage of digitized maps with village directory database.
Establishing a Optic Fibre Cable (OFC) Backbone Network which now covers the
is already among the first cities in the country to have optic fibre connectivity with
citizen-centric services. All the major departments and centres for citizen centric
137
connectivity to Network & Data Centre. These PoPs are further connected to
(SCbRCPDS)
consumer Affairs, Food and Public Distribution which has approved the DPR
deployment and use of ICT. The Environmetn Sub-Index has been computed
138
The application of IT for providing information and facilitation to
e-Sampark
e-Jan Sampark
m-Sampark
e-Gram Sampark
e-Sampark
Project e-sampark was initiated to bring together the services of all the
departments under a single umbrella and give the citizens of Chandigarh a multi-
through extensive use of I.T. Apart from eradicating the undue harassment met
between the Administration and the public so that exhange of information and
quality of life.
Minimize multiple interaction points for the citizen and hence reducing the
139
Provide better turn around time in receipt, processing and issue of services.
The project has been awarded the Golden Icon Award for e-governance
been playing a key role by offering varied public utility services at one place e-
Sampark centers, but the entry will be made for each and every bill/invoice.53 In
the last three years of establishment of these centers, the administration has
crore, which is expected to increase every year. We are transaction more than
eSampark’ centres launched have already become a hit, city has 12 of them,
including three in rural area. They have done business worth Rs 1,874 crores in
140
The Union Ministry of Communication and IT E-Readiness Assessment
Report has ranked Chandigarh as leader in the country in this field. Chandigarh
has also won the Golden Icon Award for its e-Sampark Project.
technology and the wide array of services it can provide. At present, 23G2C and
5B2C services are being provided at 10 e-sampark centres spread all over the
city35.
Benefits Accrued 56
Citizen-Centric centres having state of the art facilities, apart from central
location.
collections.
The project is so designed that any citizen centric service of any criticality
can be provided through it. The criteria for making new services available
141
citizens, which is available through the feedback received and the citizen
account and then an interface for the department is provided to initiate the
and notices. The departments are also given access to the central data
base for monitoring the progress and generate various MIS reports.
Transparency
centres, where officers in the centres deal with the transactions directly in front of
other users. There is no separate dealing for any class of users or preferential
treatment by any officer of a centre. Services are provided on first come first
serve basis. The way of service delivery is a great factor ensuring transparency
was cumbersome, through e-Sampark centres citizens can now get direct access
to various services at single window. Most of the users avoided the process and
got there services done by middle men and touts. This has automatically
142
removed the middlemen and touts from the scene and has improved the
Participation
location , setup and infrastructures of the centers have been developed with
PPP-public private partnership (present partners are UTI Bank and SQL STAR
International Limited). The information provider in the centres are not government
through the feedback received and the citizen satisfaction surveys conducted.
The private public institutional participation has improved the quality and
Accountability
question the service providers in the centre. Time taken to complete task is
specified. The staffs of the centres are appointed contractually for a specific
period and are reugularly monitored by a supervisor at each centre and the
project coordinator. The staff is accountable of each of his/her activity to the user
as well as authority. Apart from regular official monitoring various surveys are
143
conducted by the authority for the performance check. Continuous monitoring of
type of problems citizen face in the existing system and how it can be improved,
what more services can be incorporated etc. the results of these surveys are
Citizens or customers had to wait unknown period of time and run from
services under one roof while ensuring that users get efficient and timely service.
The time bound service delivery from the e-Sampark centres has resulted in
improving the efficiency of delivery of the services. The centres also provide
necessary information regarding all the services to the users, earlier common
citizens even did not know how to get or where to get all those services.
great opportunity for the office going or busy personas who can get their services
after office time in the evening. The rise in number of transaction at these to 1.46
Social Wellbeing
With direct interaction of service provider with the user, the web of
middlemen and tout has completely vanished. The project has eliminated bribery
144
and corruption from the process. It has helped in integration of databases of
speed ease and efficiency has made a mark in the process of social wellbeing.
Sustainability
revenue has been collected in 40 Lakh transactions. Rs. 310 Crores of revenue
compared to Rs. 272 Crores for the same period in 2006-07 (B2C) have also
been launched to make the project self sustainable. Phone bills of HFCL-
Connect, Airtel and Spice are collected and more similar services are under
process of initiation. The project has been proved to be self sustainable. Number
Reliability
Since last five years the project has been successfully running providing
basic citizen services to the citizens of Chandigarh. The project has been proved
Communication Technology (ICT) can facilitate better public service delivery with
145
in the existing infrastructure and limited human resources. The PPP model as
well as collaboration and partificpation of various departments has been the key
factor in implementing the Sampark centers. The success factor on the citizen
M-Sampark
SMS “SMENU” to 58888. A menu to services available is sent back via an SMS,
using which he/she can get the required information. The initiative of m-Sampark
service was taken to ensure that the citizen can avail information about e-
Sampark services from wherever they are. With the extensive reach of cellular
phone, it is convenient for the citizens to know of the different services through
of internet connectivity.
government to deliver governance to each out the masses through mobile which
57
has large penetration, over 400 million, in the country.
Jan Sampark project bridges the digital divide by extending the application
of IT for the benefit of the common man. The project e-Jan Sampark was
146
launched in August 2006 by Chandigarh Administration. The e-Jan Sampark
project will enable residents to access information and avail services from the
kiosks. E-Jan Sampark project specially targets underprivileged citizens, who are
Sampark Centres along with the statutory fee in the form of a Demand draft or
Indian Postal Order. All such applications will be received and delivered to the
same day.
All Procedures and Forms for all departments, which are frequently used
procedure for late entry, how to lodge a FIR, various forms and procedures
status, railway booking status, Train timings etc., Providing access to all
sector etc., these services are provided free of cost. Nominal cost is charged
The citizens will also be able to submit their grievances relating to any
147
Jan Sampark is providing a single, efficient information dissemination
system to the citizen reducing the time spent in such activities. E-Jan Sampark
a great opportunity for the office going or busy person who can get their services
after office time in the evening. Presently 21 e-Jana Sampark centre have been
functioning, yet people’s demands are on an increasing graph and also very
diverse.
Governor and UT administrator Gen S.F. Rodrigues (retd.) said these centres
provide 28 public utility services and have collected about Rs 2,500 crores
E-Gram Sampark
These Centres will emerge as Rural Knowledge Centres for the rural
to bridge the digital divide, also provide both eSampark and eJan Sampark
services.
17 e-Gram Sampark have been planned across all the villages of Union
Territory of Chandigarh. The citizens will be able to use all the 15 G2C services
which are presently available to the Sampark Centres situated in the urban
areas. 59
Panchayat buildings lying unused and the Gram Sampark Centres will be set up
148
after reconditioning these buildings. These Centres will also have safe drinking
water facility, clean toilets, etc., as are available at the Sampark Centres and Jan
Gram Sampark centers in Palsora, Hallo Majra and Mauli Jagran Village. Such
Government employees
economic gwoth. Lives of over a billion people living under poverty line and
earing around fifty rupees a day can be improved if the governments can become
149
different. Not only funds and technology advancements but mindsets of the
CHAPTER-4
150
ROLE OF INFORMATION AND
COMMUNICATION TECHNOLOGY IN
CITIZEN
151
“We (…) declare our common desire and commitment to build a people-
everyone can create, access, utilize and share information and knowledge,
promoting their sustainable development and improving their quality of life (….)”
(WSIS),
increased earnings; better health care; improved education and training; access
productivity, and so on. However, in probably all cases, these experience and so
on. However, in probably all cases, these experiences have arisen from highly
focused and locally intensive pilog projects that were experimental in nature.
Whilst doubts and uncertainties continue to exist with regard to the applicability of
ICTs to the problems of the poor, such projects contribute immeasurably to the
understand the conditions under which ICTs can be usefully applied to the
alleviation of poverty.
152
ICT can make a difference in reducing poverty and in contributing to
strategies.
resource mobilization and complexity than even the most ambitious of the
present ICT for poverty alleviation schemes to be found anywhere in the world. In
terms of their global impact on the world’s poor population, the effect of the
show the way in important areas of activity that have emerged as critical factors
for improvements in the lives of the poor through the application of ICTs to their
problems. We are now beginning for instance, to understand the critical role of
the need for a suitable legal framwwork and the development of human
resources.
Generally, there was low impact on the factors that are supposed to lead
condition whereby users of technology take over its control from the original
153
implementers and design new and unforeseen uses for it. While conducting the
study, we did not see this taking place. The expectations of the project users
were not well managed. They did not feel that their use of the centres
encouraged them to adopt any form of leadership in using the technology. Their
technology awareness remained rather low and they did not feel as though the
the overall rating by the users of the quality of service from the centres was also
rather low, even though they appreciated the benefits of using them. We
speculate that the rural poor appreciate all attempts to improve their lives whilst
Internet, are generating changes in markets, private and public sectors and
economies in the more and less developed world. Some ‘sectoral’ changes are to
date small. But they are present and advancing in every area of economic, social
and political activity. There has been a large wave of investment over the past
decade in ICT for development2 (ICT4D), and some significant terms of bringing
ICT access poor communities, and in using ICTs in many other ways which
E-government
The use of information and communication technologies (ICTs) has
154
expectations of the quality and efficiency of information sharing and service
delivery.
Government services must cover the breadth and diversity of individuals who
may have a wide range of skills, language abilities, education levels, income and
beliefs.
through technology, the Internet and new media”. This implies the transformation
155
government. It is the investigation and formulation of new methods, to enable to
public to access government services. The electronic model entails a shift to the
customer, where citizens must be able to access more public services online, at
their convenience hence at ‘anytime’ and at any place4. Thus, metrics must be
share information and deliver better services to the pblic. E-Government is more
about government- the process of reform and resulting benefits- than about the
Four decades ago when India faced a major challenge on the food fron we sued
food-surplus country in a few years. Indeed, in the early 1960s experts had
written off India as a hopeless case. But unmindful of what the experts said,
Indian farm scientists worked hard to make the transformation possible of course,
the transformation was not brought about just by science and scientists alone;
the farmers rose to the occasion and without their courage and fortitude and
156
willingness to try out newer varieties and farm practices any amount of research
could not have saved India from severe food shortage. Another equally important
factor was the enlightened political leadership and the support of the
bureaucrats; both Prime Minister Lal Bahadur Shastri and Food and Agriculture
Minister C. Subramaniam6 took the right decisions and extended their full
Looking back, it is clear that without all of these falling in place, without
robust partnerships of all key stakeholders, we could not have avoided certain
disaster on the food front Today, food security in the developing world, especially
knowledge intensity Millions of farms families and the rural poor need the right
information and knowledge for their very survival. ICT can play a role in bringing
largely because they had let the Industrial Revolution pass them by. They can ill
but also landline telephones, cellular phones, radio, television, etc. What is
Content – value- added information that the people can use in the
immediate context and that can make a difference to their day-to-day lives. The
content must be in the local language so the people will find it easy to use.
157
Gender sensitivity- Men and women may not need the same kind of
The poor are often illiterate and have no assets like land, livestock, fish
pond or productive skills. Often they survive on uncertain wage labour. Therefore,
building assets has to be the major goal of any poverty alleviation effort.
Facilitating a paradigm shift from unskilled to skilled work is basic to both poverty
poverty alleviation programmes? History has shown that technologies, left to their
out, with time the digital divided in the United State is only increasing and it is
suffered by Blacks and Hispanics in inner cities increasing all the time. It is
essential, therefore, for us to use ICT in a way that would bridge rather than
enhance the digial divide. ICT should be sued as a vehicle for imparting market-
seen in our work in Pondicherry and elsewhere in southern India that the poor
158
are able to take to new technologies like fish to water, if they are enabled to do
general have radically changed the way people and businesses communicate
and interact with each other. This has particularly applied to the way the private
sector of the economy conducts business online. After an initial dry spell,
very late, even though it was based on the initiative of a government agency,
namely the U.S. department of defense. However, they are now beginning to
businesses ask governments for the same level of services they are used to from
the private sector. Within the limits of their ambition to improve efficiency and
place, enabling people to download official forms and communicate with the
the German government has obliged itself to have all online ready services on
the Internet by 2005. But these are first improvement son a long way to go an
economy’s call for action cannot be ignored. The government needs a modern
159
infrastructure in place in order to expand and improve the services currently
offered. They need to become faster, more flexible, and more comfortable.
build their offerings around the citizens, not the administrations’ convenience or
customer centered does not only imply rethinking the services but also
also adapted, e.g. de-bureaucratized in order to comply with the rules of the
potential for the IT-and related industries. Practically all big software and
necessity has always existed that they work closely together. The resulting
160
represented one of the most impressive shifts in governance in generations and
focus. This technical focus often results from formal Governmental program
have reported results from the view pint of the donor agency that supports such
Moreover, rigorous research that raises and responds to hard questions has
been lacking in this area. The link between ICT and ICT- enabled benefits in
the different terms like “ICT” and “information systems.” ICT is the dominant term
161
used in literature associated with rural development and the use of computers
implemented. In this regard, the four stages of a growth model for e-governdment
are described as: (I) cataloguing, (II) transaction, (III) vertical integration, and (IV)
horizontal integration. These four stages are explained below in terms of the
complexity and different levels of integration involve. The stages are also
depicted in Table 12 1
downloadable forms)
In this stage, governments crate a state web site. They do not have much
internet expertise, and prefer to minimize risks by doing a small project. Parts of
department he or she is searching for, a search for the necessary agency will be
required before being able to obtain the information about the process.
Stage II: Transaction (Services and forms are online, working data base
162
This state empowers citizens to deal with their governments online
government office and time spent waiting in line. Registering vehicles or filing
state taxes online is only the beginning of such transaction based services.
and then having to take that form to a state facility, the form can be completed
interactively online.
Stage III: Vertical Integration (local systems linked to higher level systems,
local portal. The citizen- user will be able to access the service at the state or
centre level from the same entry in the local portal, because the local systems
the best hope for improved efficiencies through administrative reform becuases
of both its vertical and horizontal integration. Such integration will facilitate one
163
stop shopping’ for the citizen. Each organization may have to give up some
Methodology
Punjab. All citizens that were indentified as using any form of electronic service
Scale development: the scale of give was used where 5 is given the maximum
The 30% respondent citizen’s annual income is less than three lakhs,
Other 30% respondent citizen’s annual income is less than two lakhs,
While 25% respondent citizen’s annual income is less than one lakhs,
Only 15% respondent citizens’ annual income is greater than three lakhs.
Union Territory Chandigarh has topped the country in per capital income. It has
largely attributed to the expansion of tis tertiary sector comprising trade, hotels
and tourism industry, financial services, IT and software and real estate, which
contributed 76% to the Gross State Domestic Product. Infosys, DLF, Parsvnath
164
and other software, property and investment companies have already invested in
the city. Chandigarh is one of the seven Union Territories of India and was ranked
as one of India’s most prosperous cities in a Ficci-Ernst & Youndg study, “India
Real Estate Report 2007: Growth and New Destinations” 1650% Respondent
citizens of Chandigarh annual income is less than three lakhs, 30% Respondent
citizens of Chandigarh annucla income is less than two lakhs, 10% Respondent
citizens of Chandigarh annual income is less than one lakh. 10% Respondent
Punjab’s main religion is Sikhism. The other main population or religion is Hindu
of around 32.08%. while Muslims and other religion constitutes of 14.7% and
2.03% respectively.
major population is Sikhs of 20%. While Muslims and other constitutes of 15%
and 5% respectively.
The main religions in Chandigarh are Hinduism (78.6%) Sikhism (16.1%), Islam
(3.9%), and Chirstainity (0.8%), Hindi and Punjabi are the main languages
spoken in Chandigarh.17
165
In Chandigarh respondent citizens largely belong to government job that is of
component of tertiary sector which is around 78.9 per cent at constant prices
since 1999-2000, which 75.91 per cent during the year under review (2008). The
cent since 1999-2000 with 23.54 per cent in the review year at constant prices.
The contribution of primary sector (agriculture and allied activities), which was
only 1.22 per cent in 1999-2000, has slipped further to 0.55 per cent in 2007-08
at constant prices.18
citizen occupation is government job while 15% and 10% population occupation
As per Census 2001, Punjab’s population is 24.29 million, and the literacy
rate is 69.95% Chandigarh has an average literacy rate of 81.9% higher than the
national average of 64.8% with male literacy of 86.1% and female literacy of
76.5%.19
166
In this ample, only 15% of respondent are illiterate. 85% of sample population
secondary are 29% , graduates constitutes of 25% and masters are 21%.
Though 85% of population is literate, out of it only 72.22% are IT/computer users.
The target users of e-government may be divided into five major segments
‘General IT users’, ‘Education and non IT users’, ‘Literates and non IT user’, and
‘Illiterate and non IT user’, in a progressive manner. The rationale is that the
government has limited resources and targeting all the segments in the past has
not yielded encouraging results. Many of the existing IT users do not use e-
167
On the scale of 5, the citizen respondent varied on their view regarding
the citizen feedback and survey conducted can prove beneficial for the
questionnaires on what the citizen is looking for from online government and
focus groups. These are just three of the means that may be used so that a
government agency, for example in a developing country, can determine that they
are going to give the citizens what they want and not what the government
that they can adopt technological changes. Good administrative leadership can
government employees who are used to working only in the manual mode. This
functional departments may dislike the transparent and smooth working after
168
introduction of E-governance initiative. This type of mindset is a hindrance for
prevent such mindset to influence the process. Resistance of staff is also a very
likely aspect which needs to be taken care of by initiating steps in advance and
only been 21%. On the other hand informal communication and government
official in total have been in total of 12%. Whereas a considerable amount 8.%
said they found the services by themselves because the sercices were available
at common public places. One more factor that the location of services at
The e-government is being adopted all across the nation for better
should be that is of, by and for the citizens. Developing a project is one aspect of
e-government the other being a tough is to convince masses to try, avail and
trust these e-government facilities. Major concern is that many of current IT users
do not avail the e-government services. The success of any plan or programme
can be measured by its reach among users. The challenge before government is
169
Setting up useful e-government projects for citizens is a good start, but
realized. They also must market these projects to the public. The primary reason
people are not using e-government services more is that they aren’t aware that
the sites even exist. Government managers need to get into the marketing at
urgent basis.
on public transport and subway, banner in public places road shows and
space in bus and railway tickets, electricity bills, tax invoice and receipts and web
kiosks will also increase awareness of e-government services. However all the
confusion.
awareness about real opportunities and benefits that the ICT revolution can
bring. Prepare for long term solutions to problems by ensuring the availability of
changes.24
required. Most difficult category of users to handle is illiterate and non IT user. In
the first phase, of progressive segmentation, ‘IT nerds’ category and ‘General IT
170
users’ category should be targeted. The product can be such for which these
also where security issues, psychological uncertainties are mininmal. Some such
promotional efforts should be made to popularize this among first two segments
and if the other segment start using e-government services as a result of this
segmentation the next two categories educated but non IT users and Literates
relations will change or slightly adapted and be focused on these new target
citizen group. One sufficient numbder of e-governmetn new users i.e. already
at e-government service touch point), the third and final phase of promotional
campaign is started. The last two phases are tough but the conversion rates may
be high once the acceptability is built. The rationale is that everyone likes fast,
unbiased and convenient services. One the latter two categories taste the fruits
them converting into regular users. The last segment of Illiterates and non IT
users’ is most difficult to handle but by the time it reaches them there will be
171
The strategic marketing as proposed by Neeraj Pandey and Geetika
governance projects.
having different needs but the common principles remains the same which are
providing the correct needs, at the right time to right people and above all,
attractive feature of the e-government of project. Second important factor for this
and second most important is efficiency. Efficiency here implies the time taken to
avail a service. Most of the working people opted for availability and efficnecy.
In the traditional model of public service delivery, the procedures are long,
government services online, thereby reducing the bureaucracy, officers round the
enhances the quality of services, in term of time, content and accessibility. The
quality of e-government project is ensured by the reduced time that users spend
172
as well as more customized products and services, error free documents, and
24*7*356 accessibility.
Privacy (like keeping the complaint name anonymous or no one else accessing
personal information)
Ease of use is given the highest importance by the respondents and next
For any class of users ease can promote the usage of e-government services. A
user friendly interface and educational programs can further enhance the
available by which transliteration from English into other languages can be made.
173
Issuance of Copy of documents is the most frequently used services at
population but both the population differ at second most frequently availed
service. For 22% counter signing of documents / NOC is the second frequently
availed service while for 32% driving license and registration is more requently
affidavits/ indemnity bonds service most frequently. The second more frequently
document is the most frequently aviled service. Earlier the citizens had to bribe
the officials to get a copy of document and had to make at least two trips to get
this done. With this service the citizens are very satisfied as there requirement is
immediately met driving license which earlier took 10-15 days is now able to
frequently used service. Similarly the tax payment has been ranked top most
used service by 47% of citizens and second frequently used service is payment
of electricity bill. Even the payment of phone bills has been third frequently used
promote e-governance.
174
Making citizens to instill faith in electronic version of government services.
Primary concerns are reliability, privacy and security that are the reasons
behind people availing only basic services through SUWIDHA centers and
e-Sampark centers.
trend shows every five years it switches from one government to other.
commitment is required.
175
CHAPER – 5
CONCLUSION
176
Though a slew of positive attributes/ impacts of different e-governance
projects have been observed at the grass root level in the course of this study, a
number of inhibiting factors or constraints too have come to the fore. Ideas from
growing segment with three southern states (Andhra Pradesh, Karnataka, and
e-Governance.
depends on two factors – the willingness of citizens to adopt and use the online
the needs of the citizen and web visitor2. The research examining the adoption
177
Challenges before Stakeholders
E-Governance is expected to help deliver cost-effective and easy-to-
access citizen services, and improve processing of transactions both within the
government, and between the government and other agencies. The stakeholder
anybody interested in the application of ICT for governance. Loads of hard work
governmental structure is not geared for maintaining, storing and retrieving the
from the files (print) as and when required rather than using Document
Management and workflow technologies. Lately the use of DMS and workflow
178
technologies has been able to find its use only in those departments where there
To a larger extent, the computers in the department are used for the
decisions. The time gap between the procurement of the hardware and
sustenance from the fact that they are important repositories of government data.
Thus any effort ot implement DMS and workflow technologies or bringing out the
change in the system is met with resistance from the govt. servants.
developers
govt. department and the agency developing the solutions. At present the users
179
in government department do not contribute enough to design the solution
address the requirements of an e-governance project and hence does not get
implemented.
on national level
government departments. The agony is that the government departments are not
either nonexistent in govt. departments, or if it exists at all, it does not serve any
etc. are used in a very limited manner for data transmission purpose between
various location viz. District, State, Center etc. and is mainly utilized for e-mail
and Internet purpose only. There are shortcomings within current research and
reporting on the use of ICT for poverty reduction that inhibit the continued actions
180
These can be summarized as follows:
circumstances
accounts.
sectors
development circumstances
the most challenging task and needed more efficient and strongly
181
Suggestions:
To sum up, ICT for development is not jus an additional theme of
opportunities with the argument that other basic needs have to be satisfied
first. To the contrary, ICT have to be used in a smart way to meet basic
it needs
with ICTs.
182
4. More convincing empirical evidence of the role ICTs play in
reducing poverty.
levels.
183
12. Empowering Development through : a) Improving quality of life. B)
Government services;
Government services;
184
skills of employees to develop and manage partnerships with
Corruptions may easily trun into e- corruption’, bad government may become e-
bed governments and the rising users’ frustrations may turn into e-frustrations if
coming up as a dark horse benefiting from the digitization and the broadband
revolutions4, setting a trend in the transfer of services sector jobs from the
institutional reforms and they have to put in charge, a set of passionate officials,
who have the necessary qualifications to execute a plan of action to make wider
185
BIBLIOGRAPHY
186
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187
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ANNEXURES
198
ANNEXURE – 1
Questionnaire for Citizens of Punjab
Name
Caste: Sikh
Hindi
Muslim
Other
Education:
1. Post-Graduate
2. Graduate
3. Matriculation/ Higher secondary
4. Illiterate
Occupation:
1. Government Job
2. Private job
3. Farmer
4. Business
Annual Income:
1. Less than 100000
2. Less than 200000
3. Less than 300000
4. Above 300000
199
Questionnaire for Citizens of Punjab
200
ANNEXURE – 1
Questionnaire for Citizens of Chandigarh
Name
Caste: Sikh
Hindi
Muslim
Other
Education:
1. Post-Graduate
2. Graduate
3. Matriculation/ Higher secondary
4. Illiterate
Occupation:
1. Government Job
2. Private job
3. Farmer
4. Business
Annual Income:
1. Less than 100000
2. Less than 200000
3. Less than 300000
4. Above 300000
201
Questionnaire for Citizens of Punjab
202
ANNEXURE – 3
Q1 Are you a computer/ IT user? If yes, have you ever used it to avail E-
government services?
A. (a) Yes
(b) No
Q2. How will you rate the following Factors in order of preference, necessary fo
or feedback
IT infrastructure and database creation
Operational Training/ education
the scale of 5?
Factors Scale (1 to 5)
Quality of Service
Ease of use
Accessibility
Privacy
Local language
Infrastructural facilities
Factors Scale (1 to 5)
203
Quality of Governance `
Transparency,
Participation,
Availability (anywhere, anytime)
Responsiveness
Efficiency
ANNEXURE -4
Divisions 4
District 20
Sub-Divisions/ Tehsils 76
Sub-Tehsil 77
Blocks 141
No. of Inhabited Villaged (2001 12278
Census)
No. of Towns (2001 Census) 143
No. of Cities (2001 Census) 14
Population 2001
204
Local Bodies (2005-2006)
Zila Parishads 17
Municipal Committees 133
Improvement Trusts 20
Climate (2005)
Mustard
Sunflower 19 30 1578
Groundnut 4 3 871
Cotton 557 2395 731
Co-operatives (2005-2006)
Irrigation (2005-200)
205
Wells/ Tubewells 2914
Other 8
Energy (2005-2006)
Forests (2005-2006)
Industries (2005)
Hospitals 219
Dispensaries 1453
P.H.C.s. 441
Ayurvedic and Unani Institutions 529
Homoepthic Institution 107
Beds installed in Medical Institutions 25489
(Allopthy)
206
Total Livestock (Thousands) 8608
Education (30.09.2005)
Universities 6
No. of Arts, Home Science, Commerce 232
Schools
No. of Middle Schools 2481
No. of Primary Schools 13291
Banking (31.12.2005)
Miscellaneous (2005-2006)
207