Indian Institute of Management Rohtak MDU Campus, Rohtak, Haryana, India. Pin: 124001
Identifying Models of Information Infomediaries in Dense Human Settlements: An Exploratory Study of Information Ecosystems in National Capital Region, India Project Report Submitted to
Human Settlement Management Institute HUDCO House, Lodhi Road, New Delhi, India. Pin: 110003
by
Dr. Arpan Kumar Kar
Dr. Arpita Khare
Principal Investigator
Co-Principal Investigator
Faculty - IIM Rohtak
Faculty - IIM Rohtak
Acknowledgements The project team would like to take this opportunity to acknowledge all the support without which the completion of this project would not have been possible. First, the team would like to thank the Director of IIM Rohtak, Prof. P. Rameshan, for his immense support and involvement in every phase of the project. Without his continued support and encouragement, the progress would have been difficult in this project. Since this was the first externally funded project of the Institute, the project had helped to set up practices and guidelines, which would further guide the administration of funded projects in future. The project team would like to thank all the faculty members of the Institute, without whose continued support and help, the progress in this project would not have been possible. The project team would like to thank the Research Office, for the guidelines and support for the administration of the project. Further, the team would like to support the Chief Administrative Officer, Mr. Arun Sharma, for his support throughout the project. Further, the team would like to thank all the other departments in the administration, for their immense support in this project. A special mention for the accounts department, personnel department, purchase & stores, research, library and all the other departments facilitating travel and logistics. Further, the project team would like to thank the funding agency for their continued support in the progress of the project. Without their continued involvement, support, and guidance in every phase of the research, the progress in this project would have been difficult. A special thanks for Mr. A. N. Krishnamurthy, Executive Director (Training) and Dr. A. P. Tiwari, Chief – Projects, for their insights and guidance in the progress of the project. Also we would like to thank Dr. S. K. Gupta, Executive Director (Projects) and Dr. Akshaya Kumar Sen, Deputy General Manager (Eco) for all their support. Their insights have really guided us throughout the project, and in providing us a richer direction in the analysis and interpretation of data. Further, we would like to thank Dr. Vigneswara Ilavarasan and Dr. Pranab Pani, (Ex. Associate Professors, IIM Rohtak) for their active role in designing the scope and visualizing the initial project proposal. The proposal, which was approved, was indeed the collective effort with Dr. Ilavarasan and Dr. Pani. Further, their support in the early stages of the project, really helped the team, to progress smoothly, in the later stages. The team would like to thank all the other people who have directly and indirectly assisted in this project and helped the research team in the same. Thanks everyone who have helped us, directly and indirectly, even if we have missed your names individually.
The Project Team Dr. Arpan K. Kar, Dr. Arpita Khare, Ms. Pavitra Dhamija 1
Table of Contents Sr. No. 1 2 2.1 2.2 2.3 3 3.1 3.2 3.3 3.4 4 4.1 4.2 4.3 5 5.1 5.2 5.3 5.4 5.5 6 6.1 6.2 6.3 7 7.1 7.2 7.3 8 8.1 8.2 9 9.1 9.2
Chapter Title Project information Abstract of project findings and practical insights Executive summary Brief Insights for HUDCO Challenges, current status and future scope of infomediaries for enabling e-governance Introduction and background Background of the study Review of infomediary literature Review of E-Governance literature Components of the research Exploratory study Research methodology Research findings Research breakdown and planning for the subsequent primary research Research methodology Sampling Data analysis Computational method extending theories of Analytic Hierarchy Process The computational methodology for econometric analysis Description of the primary survey data Prioritization of e-governance services Theoretical background Preliminary findings after data analysis Discussion on the findings of the analysis Prioritizing information sources and channels Theoretical background Analysis and findings from primary data collection Discussion and findings Exploring the viability of infomediaries Theoretical background Analysis of data and findings Mapping findings to practice Exploring the infomediary models for e-governance Feedback from stakeholders on the findings
Page No. 4 5 5 8 11 14 14 15 18 20 23 23 24 40 42 42 44 47 52 53 63 63 64 100 102 102 103 115 116 116 120 134 134 144 2
10 10.1 10.2 10.3 10.4 11 12
Concluding discussion and practical implications Discussion on the prioritization of e-governance services Discussion on the preference elicitation on service channels Discussion on the sustainability of infomediaries Proposed infomediary design for enabling e-governance References Appendix / Annexure
150 151 154 155 159 163 178
3
1. Project information [ 1.1 ]
Project Title: Identifying Models of Information Infomediaries in Dense Human Settlements: An Exploratory Study of Information Ecosystems in National Capital Region, India.
[ 1.2 ]
Name of the Funding Organization: HUMAN SETTLEMENT MANAGEMENT INSTITUTE Address: HUDCO House, Lodhi Road, New Delhi – 110003. India.
[ 1.3 ]
Principal Investigator: Dr. Arpan Kumar Kar
[ 1.4 ]
Email ID:
[email protected]
[ 1.5 ]
Phone no: +91- 1262-228-529
[ 1.6 ]
Co-Investigator / Co Principal Investigator: Dr. Arpita Khare
[ 1.7 ]
Email ID:
[email protected]
[ 1.8 ]
Phone no: +91- 1262-228-506
[ 1.9 ]
Project Research Associate: Ms. Pavitra Dhamija
[ 1.10 ] Emai ID:
[email protected] [ 1.11 ] Phone no: +91- 1262-228-527 [ 1.12 ] Total Approved Budget (In Rupees) : Rs.23,02,200/[ 1.13 ] Project duration (in months) : 24 months [ 1.14 ] Project sanctioned date: 26th December, 2012 [ 1.15 ] First transfer of funds: 18th February, 2013. [ 1.16 ] Funds transferred till date: Rs. 9,20,880/- (40% of approved budget) [ 1.17 ] Total expenses till 22/4/2014: Rs. 10,73,508/- (ongoing project)
4
2. Abstract of project findings and practical insights
2.1 Executive Summary The current project attempts to propose methods to design viable infomediaries for enabling e-governance for the dense human settlements in the National Capital Region, India. The objective was therefore to enable the development of information infomediaries that could enable services like e-governance to improve the quality of life of the people living in dense human settlements, by providing better access to information. To meet this research objective, the following questions were to be explored:
How does the information ecosystem differ across different social categories in dense human settlements?
What and who are the different intermediaries who meet the dynamics of demand and supply of information?
What are the possible models of information infomediaries that are cost-effective and can be in-built in the human settlements?
How do municipal corporations that govern the human settlements engage with the infomediaries?
The target segments of this study were the families residing within the apartments within the National Capital Region, India. First, to meet the research objectives, an exploratory study was conducted, whereby greater understanding was developed on the nature and dynamics of the information ecosystem surrounding e-governance among these households residing in these apartments. This enabled us to structure the final study so that the research objectives could be addressed properly. The needs and preferences surrounding e-governance and the information ecosystem has been captured through three stages of research, so as to propose possible viable infomediary models which can address the needs of these households. As planned in the sanctioned proposal, data has been collected from 500 households residing in apartments for the analysis of each of these three stages. The sampling methodology used was multi-stage stratified random sampling. The study has also collected and analyzed data 5
separately from three types of apartments, namely small apartments with 1-2 rooms, medium sized apartments with 3-4 rooms and large apartments with 5 or more rooms. The study was broken down to 3 parts to meet the overall project objective. The analysis of primary data has been done with analytic hierarchy process, cluster analysis, correlation analysis, multiple regression analysis, logistic regression analysis, ANOVA, etc. for meeting the different objectives of this project. The first part identifies the different sets of e-governance services that citizens prioritize on the higher side. It covers a wide list of services enabled by National E-Governance Plan (NeGP) for the citizens of Delhi and its adjoining states and thus explores the dynamics of the information ecosystem surrounding e-governance services. Adoption of e-governance services depends largely on their perceived value to the target segment. Therefore, these egovernance services have been identified both at the aggregate level of analysis conducted across all the three types of apartments collectively, as well as segregating the needs and thus the analysis across the three different types of apartment. This has enabled the identification of the critical e-governance services in each apartment category. Further, 19 e-governance services have been identified, which are perceived to be highly important for these households, across all the segments. Then these services have also been grouped based on the domain of needs, which they address for the target segment. The second part addresses the prioritization of the preferred information sources in general and communication channels specific to e-governance services. The prioritization of different sources of information was explored, i.e. personal sources, market dominated sources, neutral sources and experiential sources; to understand the information ecosystem in general. Further, it explores the perceived importance of these information sources for the target audiences for each of the specific services to capture the service specific dynamics of the information ecosystem. Also, the preferred channel through which the information related to the high priority services may be accessed was also identified across multiple levels. It was also found that there was no major difference of perception of how the different households access information related to e-governance using different channels of communication. This will help to generate a better understanding on how the government should engage with the citizens using infomediaries to deliver such e-governance services. Since information and their reception for consumption depends significantly on the channels of communication and the 6
information sources, this will enable the planning for infomediary models which may have higher adoption from the target segments. The third part of the study aimed to explore the viability of different technology facilitated egovernance services, which may minimize human intervention. It explored the usage of different theories of technology adoption and user resistance to understand if infomediaries are set up to deliver the specific services, whether they would be used by the people over a longer period of time. Further, this will help to generate a better understanding on how municipal corporations, which govern human settlements, should engage with the citizens through the infomediaries. Thus, the study has explored what are the different reasons, which may create a barrier for households to adopt technology facilitated services like infomediaries for e-governance. Through this study, it has been possible to understand the concerns surrounding e-governance usage and adoption, within the target segment. The infomediary models need to be able to address these concerns for successful adoption. Subsequently, a review was done on the different infomediary models, which could be used to deliver the value to the targeted households across the world. Then the focus of egovernance services, which were typically enabled through such models, has been explored in details. Also, stake-holder insights were incorporated, by interacting with consultants who provide advisory services related to e-governance on the ground level. Their insights provided a better understanding of the practical challenges while enabling e-governance. These sets of exercises enabled us to connect the findings of the three stages of the study, to propose viable infomediary models for enabling e-governance for the targeted households. Thereafter, by connecting the findings of our study to the insights of the practitioner stakeholders and existing modes of engagement, two basic types of infomediary models have been proposed. These would form a mix of technology facilitated as well as human intervened services. The “brokerage model” and the “mall model” of infomediaries may be found to be suitable for fulfilling the requirements of the households residing in these dense human settlements. A brief explanatory background and mode of operations have also been provided for these models. Further, a technology driven solution, i.e. a mobile based application has also been proposed, which would address standardization, intuitiveness of operation and common design to facilitate greater usability of such web based services. Further, insights on how households may be incentivized to use such services for e-governance is also provided. 7
2.2 Brief Insights for HUDCO The current project attempts to propose methods to design viable infomediaries for the dense human settlements in the National Capital Region, India. This project also explores the information ecosystems surrounding e-governance, the dynamics of demand and supply of different information sources on the decision making process of the people and their linkages to various psychographic, economic and demographic attributes of people who reside in the densely populated settlements. This will further enable the development of information infomediaries that could enable services like e-governance to improve the quality of life of the people living in dense human settlements, by providing better access to information. In the first stage, the study has identified the e-governance services, which are perceived to be highly important for the households residing in these apartments. Adoption of egovernance services depends largely on their perceived value to the target segment. This has enabled the identification of the critical e-governance services in each apartment category and at the aggregate level. Further, 19 e-governance services have been identified and grouped, which are perceived to be highly important for these households, across all the segments. In the second stage, the study has identified the important channels of communication, for each of the important e-governance services. Since information and their reception for consumption depends significantly on the channels of communication and the information sources, this will enable the planning for infomediary models which may have higher adoption from the target segments. Further, the information sources have also been prioritized at the aggregate level as well as at the level of three types of apartments. In the third stage, the study has explored what are the different reasons, which may create a barrier for people to adopt technology facilitated services like infomediaries for e-governance. By focusing on this dimension, it has been possible to understand the concerns surrounding egovernance usage and adoption, within the target segment. The infomediary models should be able to address these concerns for successful adoption. Again, analysis has been done at both the macro and micro level. Further, after the analysis of data and connecting it to the existing models of infomediaries and e-governance practices, a “brokerage model” of infomediary has been proposed for the first stage, which will address the information needs of the people residing in the dense human settlements in the NCR region. These infomediaries could be the mediators who bring 8
the service seeker or consumer and the service provider (different government entities) together and facilitate the transactions between them, and for which the infomediary would charge a fee depending upon the nature of the transaction. The infomediaries may address a specific group addressing the 19 critical e-governance services, which has been identified in this study. Further, this model could involve human agencies, who may be trained to deliver these services to the households residing in the target settlements. There may be a mix of both a static service delivery infomediary setup and a door-to-door transaction based infomediary setup, based on service type or service group and its associated complexity. Another model of such infomediary which could drive value to these households could be based on the “mall model” using a mode of telephony or mobile driven service enablement. There could be a phone number which can be dialed by the individual households, when information related to these identified e-governance services would be required. The service request may be raised, by calling a phone number directly. Once a service request is raised, based on the nature of the request, a request fulfillment process may be initiated, which may include a human agent visiting the households for formally registering the request with the concerned government body, at the residence of the household raising the request. An alternative could be that the service request is automatically lodged directly for the household with the concerned government entity, if the information processing requirement during the call is minimized. A mix of technology and human intervention may be the best way to stimulate the adoption of the e-governance services, so that the resistance of using the technology directly does not affect the adoption of the e-governance services. Such transaction based infomediary models would actually facilitate the fulfillment of the immediate information requirements of the households. However, the introduction of infomediaries is not without any transaction cost. Over a period of time, it is desirable to reduce transaction costs where ever possible. Therefore, it would be more helpful for the households if the benefits of the e-governance services could be communicated to the households residing in these dense human settlements through the preferred communication channel and information sources and awareness can be raised about the same incrementally. Further, the household members may require additional support (in terms of training programs) for using these services directly, without involving any infomediary. Households with sufficient representation of members in the age-group of 15-35 may be the first adopters 9
of the e-governance services. On a long-term basis, if the households could be communicated about the benefits of these services while allaying their stress and perceived risks related to using technology facilitated services, the e-governance services may witness higher adoption. However, for such an initiative, a mobile application may also be developed which could address the requirements of information interchange using a common platform, for specific sets of services. Standardization, intuitiveness of operation and common design often facilitate greater usability of such web based technologies, and thus should be the focus while developing this mobile application. Now, since the website design of all the entities which are enabling these services are different structurally, navigation wise and in interaction, using a mobile application which can address the commonality in terms of look, feel and navigation may address the related stress and concerns of using such technologies. It is interesting to note that as of now, there are hundreds of mobile applications which are being provided by the government through the MobileSeva AppStore. Each of these applications provide a very specific and limited service, from within the entire basket of services within the domain. Having so many applications, which address different needs of the people, is likely to have lower usage due to lack of synergy, complexity of usage and navigation and separate installation for every usage. Further, some requirement-based applications focusing on e-governance have been combined with applications providing entertainment value. Further, even if all the required applications are installed by a user, having so many application installation affects the technological platform, and thus subsequently affects the service experience. Having a single application which can address the requirement of most of the services targeting a specific need would enable greater usage and adoption of the same by individuals and also from the social groups. This would enhance the perception of reliability of service delivery and social support mechanisms. The language diversity of the people residing in these settlements need to be addressed and suitable options for language changes through easy steps may be provided. The standardization of usage and navigation would also facilitate better adoption of the knowledge imparted during training programs as well as positively influence the perceived ease of use of such services through the mobile application.
10
2.3 Challenges, current status and future scope of infomediaries for enabling egovernance
The objective of the study was to explore and propose viable models of information infomediaries to enable e-governance for the apartment residing households in the National Capital Region. This project provided a lot of insight on the major challenges faced by the target segment in availing egovernance services. Further, it has been possible to explore the current awareness level of egovernance services and their actual usage by the target segment. The major challenges, which are creating a barrier for the adoption of e-governance services among the resident households of these apartments, are illustrated in the subsequent table: S.N. Challenges 1
How to address it?
The perception of the usefulness of most Households need to be communicated the of the G2C e-governance services is not benefits of using the services properly through very high.
2
the suitable information channels and sources
The perception is that the process of using Standardization in how the services may be websites to avail the services is very accessed or providing intermediate support complex
would greatly help the perceived ease of usage.
3
Anxiety and apprehension of making Communication
that
the
information
transactions using technology, especially if interchange is secure and reliable has to be it involves interchange of sensitive data
improved. Further training may lower some anxiety of using IT/ICTs.
4
Technology self-efficacy is low. Users are Built in assistance and guides for using the less confident that they can independently services
would
meet the desired objectives of using these standardization services
be of
helpful. website
Further navigation
structure, look and feel, as well as usage training tutorials may address this.
5
User
resistance
to
change
existing A mix of technology and human interfacing in
approaches for availing some limited e- the delivery of these services would encourage governance services is very high.
higher adoption. Infomediaries may involve human agents for providing services.
11
6
The perceived difference of value of using This may be improved by reducing the turnthe IT/ICTs for availing the services vis-à- around time and improving the information vis other means, is not very positive for accuracy existing users.
consuming
and the
service services,
reliability even
while through
intermediaries. 7
The social circle of the households do not Early adopters who transact frequently using use the services and hence reference the web, even if they are not availing epoints for discussions are missing.
governance services need to be converted so that they realize its benefits.
8
Government support for using these Setting up of infomediaries, who would services are perceived to be low.
represent the government entities, to assist the usage would greatly address this concern
Table 2.1: Major challenges in the adoption of e-governance initiatives The current status of e-governance adoption is not very bright in Delhi. In 2007, the Delhi government launched the E-Governance RoadMaps (EGRM) to prioritize and rollout services. The roadmap has identified 115 services like health, education, welfare, infrastructure, finance, revenue, support and administration. However, currently, the people do not have a significant level of awareness about these initiatives. While certain initiatives like identity cards and licenses (UID card, Voter ID card, Ration card, Passport, Driving licenses), are better known, some of the major initiatives targeting the improvement of people residing in these locations are less known. Especially, services related to welfare schemes are lesser known. Further, services pertaining to education and public administration are not known to have been enabled through e-governance. Further, the people do not understand the single point of contact for availing these services, even if they would want to avail of the same. Also, lack of integration among the service touch-points impacts the attitude to use them, negatively. Further, it is important to note that the government departments themselves are not fully aware of such initiatives, as established in the Mid-Term Evaluation of MobileSeva in July 2013, which strongly affects the final service delivery. Therefore, there is a strong need to have stakeholder buy-in both from the citizen’s side and the service provider’s side. More centralized awareness initiatives may be required through the proper communication channels. Further, the needs of the departments may not have been taken into consideration while designing such services, which directly affects the delivery and thus the experience of the end user. The future for infomediaries in NCR appears to be bright. Already, households have a high preference of using human agents for addressing their information needs. Also, since the adoption of telephony 12
and other related IT/ICTs is good in the target segment. So the potential for adoption of technology driven infomediaries enabled by tele-centers, which may enable certain e-governance services, is bright. The perception about the importance of these e-governance services is also high, which may positively influence their adoption or the intention for adoption, as the case may be. However, a mixed model of human agent based infomediary along with technology-based infomediary model may have the highest level of adoption for meeting the current requirements of the households. A pure play technology driven infomediary may not be the most suitable approach for enabling e-governance. Concerns surrounding the major challenges need to be addressed and once the early adopters of the services provide a good feedback about the models, there is a good likelihood of greater adoption of the services of such infomediaries. Early adopters of such initiatives may be households with higher educational qualification and with technical background in formal or vocational training. Once these adopters start benefitting from the services, the word-of-mouth may be a major driver for the others also to try and reap the benefits of the services. However, the reliability of service delivery and its quality would largely affect the experiences, service encounter and future engagement, and thus impact the long-term adoption. However, if these issues can be addressed, there appears to be a bright future for infomediaries enabling e-governance and for the specific e-governance services.
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3. Introduction and background
3.1 Background of the study The residential complexes constitute a major part where the citizens reside with their families. Apart from the living environment and daily needs of the citizens, people interact with each other as well as other large formal organizations like the government, financial institutions and private firms. For engaging in these daily activities, they constantly get involved in information search and retrieval. The quality of life of citizens in a housing complex is largely affected by the availability of information related to goods and services, both in terms of quantity and variety, which further adds to the social welfare (Pigou, 1924). The access of information, is always accompanied by some transaction costs. However, lesser is the transaction costs, the better it is for the citizens. On the other hand, facilitating the information search with access to better quality of localized information, can improve the quality of life of the people substantially. This is specifically what an infomediary facilitates, and thus meets the information requirements of the people (Hagel, 1997).
The term
infomediary was coined by combining two terms i.e. information and intermediary. Chen, Iyer and Padmanabhan (2002) further established that the emergence of infomediaries is delivering a lot of value to its users by making information easily accessible and usable. The current project attempts to propose methods to design a viable infomediary models for the dense human settlements on the basis of an empirical study in the National Capital Region, India. The attempt is to understand the information ecosystems better, the dynamics of demand and supply of different information sources on the decision making process of the people and their linkages to various psychographic, economic and demographic attributes of people who reside in the densely populated settlements. This will further enable new models of information infomediaries that could enable services like e-governance to improve the quality of life of the people living in dense human settlements. Today information is extremely important for every citizen on all facets of their lives. Information has a major impact on the decision making process of the consumption of any product or service irrespective of the supplier; whether it is a government agency or a private firm. However in the context of 14
government, these people are citizens who are giving or requesting information to and from the government in addition to indulging in commercial transactions like utility bill payments, payments of taxes, etc. To achieve this, the following specific research questions were initially framed for exploration in this study: How does the information ecosystem differ across people in dense human settlements? What and who are the different intermediaries who meet the dynamics of demand and supply of information? What are the possible models of information infomediaries that are cost-effective and can be in-built in the human settlements? How do municipal corporations that govern the human settlements engage with these infomediaries? These questions were further reviewing the extensive literature on the related theme, to bring out highly focused research questions through the exploration of which, it would be possible to identify appropriate models of information infomediaries in dense human settlements for possible incorporation in the future design of human settlements.
3.2 Review of infomediary literature Among recent research, Rajelekshmi (2008) established that people carry different perceptions of trust related to infomediaries (tele-center operators) with the abstract institutions like government. Literature also reveals that there is substantial evidence that people devote significantly more attention to specific sources of information perceived to be of higher quality, based on their trust on the sources (Rolley and Weinand, 1993). Similarly, another study revealed that the usage experience followed by impersonal sources of information (guides, reviews, and advertising) have a larger impact on the purchasing decisions (Dodd, 2005). These studies strongly indicate that different people residing in different residential complexes would have separate preference levels for different sources of
15
information based on different demographic and psychographic background and based on the nature of the information. Now, infomediaries may enable different kinds of benefits, depending on the context of target users, be it businesses, organizations, government or people. Infomediaries can be Citizen to Citizen (C2C), Government to Citizens (G2C), Citizens to Government (C2G), Government to Business (G2B), Business to Government (B2G), Business to Business (B2B), Business to Citizens (B2C), Citizen to Business (C2B), NGOs to Citizens (N2C) and Citizens to NGOs (C2N). Further, there are some hybrid infomediaries, which may enable a mix of these objectives. Some of the existing infomediary models within the Delhi / NCR region are illustrated in Table 3.1 for reference. SN
Type of e-
Name of the service
Provider
Interface
governance 1
G2C & C2G
Registration of Birth
Public organization
Web based online
and Death;
(Municipal
systems including
Information seeking
Corporation of Delhi)
payment.
under RTI Act; IRCTC 2
G2C, G2B,
Property Tax; Health
Public organization
Web based online
C2G & B2G
Trade / Veterinary /
(Municipal
systems including
Trade / Storage
Corporation of Delhi)
payment.
Citizen Information
Public organization
Web based online
Services; MCD
(Municipal
information
Citizens GIS
Corporation of Delhi)
dissemination; Web
Licenses; Horticulture department; Community Service Department; Building Plan Sanction, Police complaints 3
G2C
16
based Geographical information systems application. 4
G2C & C2G
Municipal
Public organization
Web based application
Corporation of Delhi
(Municipal
for citizens in service
& Delhi Traffic Police Corporation of Delhi,
delivery (garbage
in Facebook
collection & streamlining
Delhi Traffic Police)
traffic). 5
B2C & B2B
Justdial, Yellow
Private Firms
Pages 6
B2C & B2B
Flipkart, Myntra
Mobile and Internet based enquiry services.
Private Firms
Web based one-way ecommerce for goods.
7
B2C, B2B, &
ebay, Tradus
Private Firms
C2B
8
9
Web based two-way ecommerce of goods.
B2C, B2B &
Zintro, MindBench,
C2B
Naukri
B2C, B2B &
GoDaddy,
C2B, C2C
BharatMatrimony,
Private firms
Web based one way ecommerce for services
Private firms
Web based two-way ecommerce for services.
Online Banking portals (SBI) 10
N2C & C2N
GOONJ, Maitri
Non-governmental
Web based information
organizations, public
dissemination and two-
charitable trusts.
way interactions with people.
11
Hybrid
Facebook, Youtube, OLX
Private firms
Web based applications where citizens contribute content.
Table 3.1: Selected Infomediaries in National Capital Region In the current exploration, based on the project specific requirements, the focus of the research has been limited to explore the “models of infomediaries” which may be viable for 17
enabling “e-governance” for the people residing in apartments in dense human settlements in Delhi / NCR.
3.3 Review of E-Governance literature E-governance is the utilization of Information Technology (IT) or information and communication technologies (ICTs), and other web-based telecommunication technologies to improve or enhance the efficiency and effectiveness of service delivery (Jeong, 2007). Means and Schneider (2000) defined e-governance as the relationships between governments, their customers, their suppliers and the citizens using IT and ICTs. The governments all over the world are harnessing the potential of the ICTs to improve governance processes, transparency and a host of other benefits to connect with the citizens and to build external interactions with other stakeholders (Heeks, 2001). This transformation of government from a static service provider to a horizontally integrated entity (Layne and Lee, 2001) leads to sustainable development of the nations (UN, 2012). Further, as explained by the Organization for Economic Co-operation and Development (OECD), e-governance aims to use ICTs for every function performed for the betterment of the citizens. In continuation of the above views, PUMA (2001) highlighted how the association of internet and other related technologies has transformed the construction and operation of different services offered by the government. On a similar context, Fraga (2002) states that the use of ICTs in e-governance is to provide support during government operations while providing government services to the citizens. Leitner (2003) discussed the importance of socio-economic transformations to support both i.e. modern governance and public service delivery. Reffat (2003) stated that the most noteworthy advantages of e-governance for citizens include electronic and cohesive delivery of public services for throughout the day via single access point. Further, e-governance can serve a variety of different ends viz; productive interactions between business and industry, efficient delivery of government services to citizens and empowering citizens through information access (World Bank, 2004). According to Saxena (2005), e-governance is much more than just computerization of different government services, has transformed the relationship between government and citizens, and has further transformed the way in which most of the public services are delivered. In addition, literature on e-governance emphasizes 18
that the citizen centric view may assume that focused quality in government services is highly important because either they are universal (e.g. tax payment) or else provided to specific eligible groups (e.g. disabled). It has been further established that e-governance not only proves to be helpful to access information about multiple services, but also increases the transparency and accountability of government (Ciborra and Navarra, 2005). Significant amount of literature on e-governance stresses on the issues related to the growth and distribution of e-governance services (Heeks and Bailur, 2007; Liou, 2007; Gauld, Goldfinch and Horsburgh, 2010). In addition, literature discusses about technology and guidelines related to e-governance (Elsheikh, Cullen and Hobbs, 2008; Joseph and Jeffers, 2009; Gauld, Goldfinch and Horsburgh, 2010) developed after the exploration of different e-governance services prevailing at national as well as local level along with their progress. According to Carter and Weetakkody (2008), although there is an increase in the number of e-governance services offered by government to citizens, majority of the citizens is more inclined towards using the older methods to acquire government services. Further, the various studies conducted while taking into consideration the socio-economic conditions of the citizens, a variation has been observed with respect to the effects of egovernance services across different sections in the population (Mossberger et al., 2003; Mossberger et al., 2008; Niehaves and Becker, 2008; Tolbert and Mossberger, 2003; Welch et al., 2005; West, 2004). Some other studies highlighted that the eventual aim of e-governance is to facilitate the smooth flow of information between government to citizen (G2C) for simplification of various transactions (Singh, Pathak and Naz, 2010). There is a strong need that the government should identify and understand various factors which influence citizens to adopt and use e-governance services as compared to older methods of acquiring government services (Gupta, Dasgupta and Gupta, 2008; Belanger and Carter, 2008). As per Gupta, Dasgupta and Gupta (2008), there is a decisive need to have successful implementation of e-governance and related services in emerging countries. In addition, linking it to the line of other innovations, the emergence of e-governance has come up with many challenges for the governments as well as citizens (EbrahimandIrani, 2005). Thus, there is a need to identify the gap and address the specific need by customizing e-governance services based on the needs of the people. The review of literature highlighted that, despite
19
of the emergence of e-governance practices; the field of e-governance is still in nascent stages, which has directed the need for rigorous empirical studies (Heeks and Bailur, 2007). The National E-Governance Plan (NeGP) is one such plan initiated by the Government of India, which envisages to make all government services accessible to the common man in his/her locality, through common service delivery outlets and ensures efficiency, transparency and reliability of such services at affordable costs to realize the basic needs of the common man. The purposeful objective of this plan is to aid and abridge governance for all citizens, government and businesses. In this project, a deeper look has been taken into the services offered by NeGP for enabling e-governance, for exploring the viability of infomediaries enabling e-governance. For doing so, a deeper investigation of the research questions and focused exploration was needed, by dividing the larger study into different components, each of which would respond in part or in full to the different research questions which were identified at the exploratory level, for the current study. This would address the renewed focus on infomediaries to enable e-governance in the households residing in the apartments.
3.4 Components of the research To address the previously mentioned research questions, an exhaustive review of available and related literature had been undertaken to develop a better understanding of the domain. During the review of literature, it was understood that many studies have emphasized on the problem of low level of adoption of e-governance services amongst citizens. Keeping in view the literature and gap cited above, we proceeded with an exploratory survey to understand the information ecosystem surrounding e-governance services. The findings for the same are produced in the next section of this interim report. Based on the findings of the exploratory study, the present research focused to explore the viability of Government to Citizen (G2C) centric infomediary models for dense human settlements to provide appropriate information to citizens residing in the apartments. This required an in-depth understanding of the information ecosystems and how e-governance services are utilized in the targeted human settlements.
20
Since the present research proposes to identify appropriate models of information infomediaries for citizens residing in dense human settlements for possible incorporation in the future design of human settlements, to address the above stated objective following indepth research questions were identified, i.e.: (a) What are the e-governance services that citizens prioritize highly: This research question explores the different sets of e-governance services that citizens prioritize on the higher side. It covers a wide list of services enabled by NeGP for the citizens of Delhi and its adjoining areas like Haryana and Uttar Pradesh and thus explores the dynamics of the information ecosystem surrounding e-governance services. (b) What are the preferred information sources in general and specific to e-governance services: This research question attempts to explore the prioritization of different sources of information i.e. personal sources (e.g. family, friends and acquaintances), market dominated sources (e.g. advertisements in print and electronic media), neutral sources (e.g. guides, forums, and consulting entities) and experiential sources (e.g. pre-purchase experiences) to develop an understanding about the information ecosystem in general. In the next part, it further explores the perceived importance of these information sources for the target audiences for each of the specific services to capture the service specific dynamics of the information ecosystem. Further, the preferred communication channel through which the high priority services may be accessed was also identified across multiple levels. This may help to generate a better understanding on how the government should engage with the citizens using infomediaries to deliver such e-governance services. (c) The viability of technology-facilitated services like infomediaries: This part of the study aimed to explore the viability of different technology facilitated e-governance services. It involves the usage of different theories of technology adoption and user resistance to understand if infomediaries are set up to deliver the specific values, whether they would be used by the people over a longer period of time. Further, this will help to generate a better understanding on how municipal corporations, which govern human settlements, should engage with the citizens through the infomediaries.
21
Subsequently, these research questions have been explored have been discussed individually in detail in the forthcoming sections of the report. To achieve the stated objective, first an exploratory study has been conducted, to structure and plan the entire project better. Subsequently, primary data has been collected from 500 households residing in the apartments in dense human settlements in the NCR region, to address the research objectives in this study. Comparative analysis and aggregate level analysis has been conducted on this primary data. The details of the findings of the analysis and the subsequent conclusions are discussed in depth in the subsequent chapters.
22
4. Exploratory study
4.1 Research methodology The exploratory study was conducted to develop a better understanding of how to approach the study and address the research questions better and more effectively. A stratified sampling methodology was followed for data collection in this exploratory survey. Both openended interviews and structured questionnaires were administered on 50 households to identify the presence of various e-governance services from the target audiences. The set of questions asked during exploratory stage covered a mix of both closed as well as open-ended questions. The families residing in Middle Income Group apartments (with different sizes in terms of rooms and carpet area) like Gandhinagar, Geeta Colony, Seelampur and Krishna Nagar located in East Delhi were selected for the survey. Another area selected for the survey was Peeragarhi, Nangloi, Miyanwali Nagar and Mangolpuri situated in West Delhi. Further, Sarita Vihar, a residential colony in South Delhi, covered under Delhi Development Authority (DDA), were incorporated in the sampling. The selected areas were concentrated with good number of middle-income group households residing in apartments, as detailed in the scope of the study. The data was collected through personal visits and face-to-face interviews. Further, 30 indepth interviews were conducted through telephonic calls for families who could not be covered during the visits. The questionnaire captured information related to the awareness of specific e-governance service categories which are defined by NeGP for the citizens residing in Delhi and its adjoining areas i.e. Haryana & Uttar Pradesh. These households were also interviewed
about
their
preferred
channel
or
source
(e.g. telephonic
sources,
internet/website, human agency and newspaper/magazine/book) to receive information related to e-governance services. Apart from the above mentioned details, some other questions pertaining to the socio-demographic information of the households like total number of adult members in the household, age distribution of the household members, education level of the household members, different kinds of occupations of the household members, ownership status of the house, familiarity and usage of IT / ICTs like computers, 23
laptops and mobile phones, familiarity and usage of internet, approximate monthly income of the household members from all sources followed by approximate monthly expenditure of the household members. Further, the e-governance services that the citizens use or even could use was also explored through open-ended interviews. In these interviews, the actual utilization of e-governance services was also explored. Further, the relevance and awareness of relevant government services was explored, based on the background of the households being interviewed, even if there was not actual usage of these services.
4.2 Research findings Some of the highlights after analyzing the collected primary data during exploratory survey denotes that 94 percent of the households possess computers/laptops in their houses to do different tasks. Among the households surveyed, 38.0%, 62.0%, 70.0%, 34.0%, 8.0% and 2.0% of the families had members who had completed their education up to secondary, higher-secondary, graduation, post-graduation, professional degrees and doctorates, respectively (Fig. 4.1).
Figure 4.1: Education Level 24
It was found that 58.0%, 50.0%, 38.0%, 58.0%, 26.0%, 16.0% and 6.0% of the families had members in the age group of 5-15, 15-25, 25-35, 35-45, 45-55, 55-65 and greater than 65 years respectively (Fig. 4.2).
Figure 4.2: Age Distribution It was also found that around 6.0%, 16.0%, 36.0%, 40.0%, 6.0%, 28.0%, 36.0%, 2.0% and 2.0% had members with professional background of farming, government employee, private company employee, self-employed, not employed, student, home-makers, professional and others, respectively (Fig. 4.3).
Figure 4.3: Occupation status
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The average number of mobile phones in a household was 3.5. Within the families, 76.00%, 46.00%, 48.00% and 4.00% of the families had basic mobile phones, smart phone, touch screen phones and high-end tablets respectively (Fig. 4.4). High End Phones 4% Touch Screen Phones Smart Phones 48% 46%
Touch Screen Phones Basic Mobile Phones Smart Phones High End Phones
Basic Mobile Phones 76%
Figure 4.4: Mobile Phone Technology 44.0%, 14.0%, 0.0%, and 4.0% of the families use mobile phones to access internet daily, weekly, fortnightly and monthly, respectively (Fig. 4.5). 50
45
44
40 35 30 25 20
14
15 10
4
5
0
0 Daily
Weekly
Fortnightly
Monthly
Figure 4.5: Mobile Phone Internet Access
26
It was found that 34.0% of the families never access internet from their mobiles while 4% declined to comment. 32.79%, 34.43% and 32.79% of the families use the internet for information searching, social media and emails (Fig. 4.6).
32.79
Information Searching
34.43
Social Media
32.79
Emails
34
Never Accessed
4
Comment Declined 0
5
10
15
20
25
30
35
40
Figure 4.6: Internet Usage Purpose 82% of the families had laptops while the average number of laptops in such families is 1.15. Among these families, 58.0%, 44.0%, 12.0% and 12.0% of the families had members who were frequent users, less frequent users, rare users and non-users of computers or laptops respectively (Fig. 4.7). 70 60
58
50 44
40 30 20 10
12
12
Rare Users
Non-Users
0 Frequent Users
Less Frequent Users
Figure 4.7: Laptop/Computer Usage
27
Further, it is interesting to note that 66% of the families had members who used internet either from home or work. Also, 42.0%, 26.0%, 10.0%, 2.0% and 8.0% of the households had members who used internet daily, weekly, fortnightly and monthly, respectively while 8% of the households never used internet (Fig. 4.8).
Figure 4.8: Household Internet Access Further, 34.0%, 4.0%, 8.0% and 2.0% of the families have completed internet-based transactions (e.g. booking tickets, online purchases from Flipkart, payment of taxes, bill payments, mobile recharges, etc.) in the last 0-4 months, 4-8 months, 8-12 months and greater than 1 year (Fig. 4.9), and thus had exposure to online information exchanges.
Figure 4.9: Frequency of conducting internet Based Transactions
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For the households with internet subscriptions, the average monthly expense on the internet was Rs. 495.84. 88% of the households subscribed to at least 1 newspaper, while 12% of the households subscribed to Hindi newspapers and 84% of the families subscribed to at least one English newspaper. 78.0% and 8.0% of the families read a newspaper daily and weekly, while 6% never read a newspaper. Also, 51.02%, 26.53%, 16.33%, 2.04% and 4.08% of the families devoted 0-3 hours, 3-6 hours, 6-9 hours, 9-12 hours and greater than 12 hours daily to the television (Fig. 4.10).
Figure 4.10: Time Devoted to Television Poor 2% Fair 9%
Good 33%
Excellent 11%
Very Good 46%
Figure 4.11: Television rating as a source of information 29
Again, 10.87%, 45.65%, 32.61%, 8.70% and 2.17% of the families rated the television as being excellent, very good, good, fair and poor respectively as a source for information (Fig. 4.11). Nearly, 43.90%, 35.37%, 10.98% and 9.76% of the families preferred to use personal and experiential sources (manual/in person), market dominated sources (advertisements in TV/Internet/newspaper/magazines) and neutral sources (physical intermediaries, mediators, news, documentary, forum and editorials) respectively (Fig. 4.12).
Figure 4.12: Sources of Information In addition, it was found that 19.44%, 33.33%, 25.00% and 22.22% of the families who used internet, accessed e-governance related websites weekly, monthly, half yearly and annually, respectively (Fig. 4.13). Further, the families were also asked about the different e-governance services which they avail as well as which they feel they may be benefitted if rolled out to them. Out of all interviewed families, 38.00%, 34.00% and 28.00% of the families who were interviewed had very low awareness, medium awareness and high awareness of the different web based services and offerings (Fig. 4.14).
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Figure 4.13: E-governance Services Access
Low Awareness 38%
High Awareness 28%
Medium Awareness 34%
Figure 4.14: Web Based Services Awareness However, the average households have used (transacted on) about 6 websites among a list of 24 websites identified as being more popular among the families from India (not all were egovernance related sites). Further, the actual usage and relevance of the existing e-governance services were explored through open-ended interviews. Based on the findings of the exploratory survey, the list of identified e-governance services are produced below. These services were further segregated which has been discussed in the subsequent section in this report.
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DDTE- Online registration for Diploma in Technical education under Department of Training and Technical Education-Government of NCT of Delhi. DDTE- Online filling of choices for Diploma in Technical education under Department of Training and Technical Education-Government of NCT of Delhi. DDTE- Online admission for Diploma in Technical education Department of Training and Technical Education-Government of NCT of Delhi. DDTE- Online processing of information for Diploma in Technical education Department of Training and Technical Education-Government of NCT of Delhi. DDTE- Online seat allocation for Diploma in Technical education Department of Training and Technical Education-Government of NCT of Delhi. DDTE- Online generation of MIS reports for Diploma in Technical education Department of Training and Technical Education-Government of NCT of Delhi. DBTP- Online registration for B Tech program under NetajiSubhas Institute of Technology- University of Delhi. DBTP- Online filling of choices for B Tech program under NetajiSubhas Institute of Technology- University of Delhi. DBTP- Online admission for B Tech program under NetajiSubhas Institute of Technology- University of Delhi. DBTP- Online processing of information for B Tech program under NetajiSubhas Institute of Technology- University of Delhi. DBTP- Online seat allocation for B Tech program under NetajiSubhas Institute of Technology- University of Delhi. DBTP- Online generation of MIS reports for B Tech program under NetajiSubhas Institute of Technology- University of Delhi. DDTU- Online registration for B Tech, M Tech, MBA, Ph.D program under Delhi Technological University. DDTU- Online filling of choices for B Tech, M Tech, MBA, Ph.D program under Delhi Technological University. DDTU- Online admission for B Tech, M Tech, MBA, Ph.D program under Delhi Technological University. DDTU- Online processing of information for B Tech, M Tech, MBA, Ph.D program under Delhi Technological University. 32
DDTU- Online seat allocation for B Tech, M Tech, MBA, Ph.D program under Delhi Technological University. DDTU- Online generation of MIS reports for B Tech, M Tech, MBA, Ph.D program under Delhi Technological University. DCR- Online submission of application for issuance of various certificates (birth, death, marriage etc.) under e-Pramanpatra-Government of NCT of Delhi. DCR- Online status report of generation for issuance of various certificates (birth, death, marriage etc.) under e-Pramanpatra-Government of NCT of Delhi. DCR- Online generic query facility by FAQs for issuance of various certificates (birth, death, marriage etc.) under e-Pramanpatra-Government of NCT of Delhi. DCR- Online printing of certificates (birth, death, marriage etc.) for issuance under ePramanpatra-Government of NCT of Delhi. DCR- Online issuance of certificates (birth, death, marriage etc.) under e-PramanpatraGovernment of NCT of Delhi. DPR- Online valuation of property under Delhi Online Information System-National Informatics Centre. DPR- Online photograph capturing and storage under Delhi Online Information SystemNational Informatics Centre. DPR- Online finalization of deed by State Revenue Officer under Delhi Online Information System-National Informatics Centre. DPR- Online security check (biometric thumb and eye scan) under Delhi Online Information System-National Informatics Centre. DRPL-
Online application form download and submission for new electricity
connection, increase and decrease in load upto 10KW for domestic consumption, status report generation etc. under Bombay Suburban Electric Supply Rajdhani Power Limited (e-Monitoring Service Level Agreement)- Government of NCT of Delhi. DYPL-
Online application form download and submission for new electricity
connection, increase and decrease in load upto 10KW for domestic consumption, status report generation etc. under Bombay Suburban Electric Supply Yamuna Power Limited (e-Monitoring Service Level Agreement)- Government of NCT of Delhi.
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DDA- Online application form download and submission for free hold of DDA flats and group housing flats under Delhi Development Authority (e-Monitoring Service Level Agreement)- Government of NCT of Delhi. DJB- Online application form download and submission for new water connection, mutation of water connection, disconnection of water connection under Delhi Jal Board (e-Monitoring Service Level Agreement)- Government of NCT of Delhi. DPGS- Online application form download and submission for work plan for financial assistance under Delhi Park and Garden Society, Department of Environment (eMonitoring Service Level Agreement)- Government of NCT of Delhi. DPC- Online application form download and submission for fresh/renewal of registration under Delhi Pharmacy Council (e-Monitoring Service Level Agreement)Government of NCT of Delhi. DPS- Online issuance of performance licenses in a licensed premise, title verification for publication in magazines, newspapers, journals etc., registration of eating house, issue of video game parlor license under Delhi Police (e-Monitoring Service Level Agreement)- Government of NCT of Delhi. DDOE- Online application form download and submission for eco-club grant for schools and colleges under Department of Environment, GNCTD (e-Monitoring Service Level Agreement)- Government of NCT of Delhi. DDROE- Online application form download and submission for recognition of private school under Directorate of Education (e-Monitoring Service Level Agreement) Government of NCT of Delhi. DES- Online application form download and submission for registration of job seekers, employment exchange for job seekers, updation or deletion of educational qualifications, notification of vacancies by the employers covered or not covered under CNV Act, sponsoring of job seekers for notified vacancies, sponsorship for short term/daily wage jobs under Directorate of Employment (e-Monitoring Service Level Agreement), Government of NCT of Delhi. DDFW- Online application form download and submission under Directorate of Family Welfare (e-Monitoring Service Level Agreement) - Government of NCT of Delhi.
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DDC- Online application form download and submission for grant of license to chemist under Drugs Control (e-Monitoring Service Level Agreement) - Government of NCT of Delhi. DED- Online application form download and submission for registration of luxury tax/cable operator, issuance of P-10/P-13 permit, issuance of NOC for entertainment events, issuance of L-30 license under Excise Department, GNCTD (e-Monitoring Service Level Agreement) - Government of NCT of Delhi. DRCS- Online application form download and submission for issuance of ration card(APL)/duplicate ration card, addition/deletion of members in the ration card, change in head of family/residential address under Food Supplies and Consumer Affairs (e-Monitoring Service Level Agreement) - Government of NCT of Delhi. DITS- Online application form download and submission for registration of vendor on eprocurement platform under Information Technology (e-Monitoring Service Level Agreement) - Government of NCT of Delhi. DIFCD- Online application form download and submission for registration/revalidation of contractors, validation of documents of registration of agencies registered with CPWD, MES,P&T and railway etc. under Irrigation & Flood Control Department (eMonitoring Service Level Agreement) - Government of NCT of Delhi. DLD- Online application form download and submission for registration of shops and establishment, registration of construction workers, death/funeral benefits etc. under Labour Department (e-Monitoring Service Level Agreement) - Government of NCT of Delhi. DMC- Online application form download and submission for issuance of birth/death certificate, park booking, community hall booking, issue/renewal of factory license, issue of general/health trade license under Municipal Corporation of Delhi (eMonitoring Service Level Agreement) - Government of NCT of Delhi. NDMC- Online application form download and submission for issuance of birth/death certificate; health license; parks/community hall bookings; new electricity/water connection (domestic); building plan approval; surrender of supply of electricity connection (domestic), bifurcation of load, load enhancement of electricity connection (10KW), load reduction of electricity connection (Domestic) under New Delhi Municipal Committee (e-Monitoring Service Level Agreement), Government of NCT of Delhi. 35
NDPL- Online application form download and submission for new electricity connection (domestic), load increase/decrease up to 10KW of sanctioned load for domestic consumers under New Delhi Power Limited (e-Monitoring Service Level Agreement) Government of NCT of Delhi. DRO- Online appointment of auditor for audit in the current year, appointment of returning officer, society registration for thrift and credit society under Registrar Office (e-Monitoring Service Level Agreement) - Government of NCT of Delhi. DRD-
Online
issuance of
OBC
/
SC-ST
/
solvency
/
SC-ST
and
other
state/domicile/income/nationality certificate, issuance of NOC for registration of sale deeds, application for mutation of land records, issuance of certified copies of revenue records, registration of marriage under Hindu Marriage Act, issuance of delayed birth/death order, issuance of surviving member, issuance of laldora certificate, issuance of ROR under Revenue, GNCTD (e-Monitoring Service Level Agreement) Government of NCT of Delhi. DTT- Online application form download and submission for registration under Delhi Value Added Tax and Central Sales Tax Act under Trade & Taxes, GNCTD (e-Monitoring Service Level Agreement) - Government of NCT of Delhi. DTS- Online application form download and submission for issuance/renewal of permanent driving license, issuance of learner’s driving license, issuance of registration certificate of vehicle, transfer of ownership of vehicle, issuance of certificate of vehicle fitness/second
copy
of
driving
license/second
copy
of
registration
certificate/international driving license for Delhi and other state, temporary registration of vehicle, issue of fresh route permit, renewal of route permit, duplicate of route permit, issue of fresh national permit, renewal of national permit, duplicate of national permit, addition/deletion of hypothecation etc. under Transport, GNCTD (e-Monitoring Service Level Agreement) - Government of NCT of Delhi. DWM- Online application form download and submission for grant of licenses as manufacturers/repairer/dealer in weights & machines, renewal of licenses as manufacturers/repairer/dealer in weights & machines under Weights & Measures (eMonitoring Service Level Agreement) - Government of NCT of Delhi.
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DKE- Online application form download and submission for services related to khatauni entry (online access and submission of information for Delhi Land Records) under Government of Delhi. NLRMP- Online application form download and submission for services related to land verification and authentication under the National Land Records Modernization Programme (NLRMP), Government of Delhi. DROR- Online application form download and submission for records of rights, nakal of ROR (paratsarkar), copy of khasragirdawari, verification of nakal of ROR, web based ROR query service, copy of sairaakash(cadastral map), copy of mutation order, collector rates of property, stamp duty calculations, deeds writing, buyers/sellers photographs capturing, registration of property deeds, issuance of copy of registered deed/mutation notice, information on registered deeds, property dealer registration) under the National Land Records Modernization Programme (NLRMP), Government of Delhi. DPDS- Online application form download and submission of the report of food inspector, food sample monitoring under Public Distribution System- Government of NCT of Delhi. DPGRS- Online application form download and submission monitoring/management of grievances, LokShikayatNieshalaya monitoring system of grievances for citizens of Delhi under Public Grievance Redressal System- Government of Delhi. Some of these services have been grouped together, due to commonality of focus and scope. Similarly, from among the e-governance services, which were introduced, in the adjoining regions of the NCR area, only a few were being perceived as having utility or relevance for the residents. The relevant e-governance service categories identified for citizens residing in adjoining areas/states of Delhi (Haryana and Uttar Pradesh) include the following: CSDS- Online birth registration/death registration, issuance of loud speaker, organizing functions, use of community halls provided by the government (Jansahayak Seva) under citizen service delivery system. AA- Online affidavit attestation and verification (public services) under national egovernance plan.
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HT- Online generation of house tax/notice/ duplicate house tax bill, receipt of house tax by government. MHD- Online issuance of handicap/medical fitness certificate, central registration of patients, user free collections and receipt issuance, laboratory tests facilities, enrollment of blood bank donors under government health department. PDS- Online provision of old age/handicapped pension, family benefit scheme, financial aid to destitute children, scholarship for handicapped students, Indira Gandhi Priyadarshini Vivah Shagun Yojna for SC, daughter donation scheme, BPL scheme, ladli scheme, house building scheme, Rajiv Gandhi Pariwar Bima Yojna, generation of pensions and printing, status of pension disbursement, senior citizens ID card by government. SJE- Online provision of widow pension under department of social justice and empowerment. DLS- Online issuance of learners license, permanent/duplicate/renewal of driving license, addition of vehicle, online test for learners driving licensed, driving license authentication verification service, new vehicle registration, transfer of vehicle ownership, duplicate registration certificate, addition/deletion of hypothecation, issuance of NOC certificate, re-registration of vehicle by government. PSS- Online acceptance of application for new passport, renewal of passport, tracking of passport application status, online application submission through agents/ post/ internet, verification service/ printing and issuance of tatkal service/existing passport under passport seva provided by government. GRS- Online tracking of grievance redressal application, receipt of grievance redressal application, status/delivery of final response document by government. RITS- Online receipt of RTI application, generation & printing of form A/B, receipt of additional fee, status/delivery of final response document by government. GRRI- Online form download, acts, rules and procedures, policies and guidelines, information of budget, transfers and postings, phone numbers and address, public demands and announcements by CM approved by government. ES- Online dissemination of exam results, issuance of admit card for board exams, provisional result certificates, schedule for examinations and admissions, registration for online entrance test, issuance of admit cards, conductance of online entrance test, 38
publishing of merit list/ranks/results, online counseling for filling choices, online collection of counseling fee, counseling for results and admissions by government. VCS- Online information on elections, registration for new voters, issuance of voter ID cards, addition/correction of name in voter list, objection/deletion in voter list by government. HRS- Online status check for the facility of online reservation of room, online booking of room, facility for online cancellation of already booked room provided by government. NREGA- Online registration of NREGA workers, information on NREGA job cards/NREGA muster rolls, information on BPL households, work demand under NREGS, information under SGSY/under IAY. GPF- Online information on monthly GPF contributions, annual GPF statements, missing GPF credits provided by government. PIS- Online postal life insurance grievance redressal, online facility of postal life insurance and rural postal life insurance provided by government. LS- Online issuance of plastic ID cards, issuance/renewal of library books, record of service information, salary slip and form 16, instant messaging service provided by government. VKS- Online provision of Vivekadhin kosh services for monitoring basic needs of citizens, assurances on monitoring system, PMO reference monitoring system by government. SS- Online disbursement of scholarship scheme provided by government for students belonging to minority group/SC/ST/general category. AGVY- online provision of services related to Ambedkar Gram Vikas Yojna provided by government. WWS- Online application for financial assistance for women covered under dowry scheme, legal assistance to dowry sufferers, widow destitute daughter marriage scheme, Dampati Puraskar Scheme provided by government. ALS- online grant of new arms license/duplicate arms license, deposit of license, verification of license, addition of weapons to arms license etc. provided by government.
39
During preference elicitation, these services were sometimes grouped, to reduce the stress of responding to very large questionnaires. These services were subsequently prioritized with the theories extended from Analytic Hierarchy Process for Group Decision Making.
4.3 Research breakdown and planning for the subsequent primary research Based on the results of the exploratory survey, interviews during the exploratory survey and the review of literature, we proceeded towards the finalization of the questionnaire to meet already stated objectives for the project. Firstly, the four broad areas i.e. relative importance and need of specific e-governance services; importance of sources of Information on an aggregate level and service specific level; possibility of adoption of technology facilitated infomediaries; and demographic information of the households for understanding the linkages. The structure and planning of the breakdown of research has been explained subsequently. 1. This part of the questionnaire is based on evaluating the importance of each individual source of information as compared to others in the list namely (i) personal sources (family, friends and acquaintances), (ii) market dominated sources (advertisements in print and electronic media), (iii)neutral sources (guides, forums, and consulting entities), (iv) experiential sources (pre-purchase experiences). This data was analyzed using the extension of advance theories of fuzzy Analytic Hierarchy Process (AHP) for the aggregation of citizen’s preferences and needs. 2. This section of the questionnaire explores the different services that come under the National E-governance Plan (NeGP) of the Government of India, which targets to make all government available to the citizens of India via electronic mode under G2C services category. The prioritization of these e-governance services has again been achieved using extension of theories from fuzzy Analytic Hierarchy Process. 3. This part of the questionnaire explores dimensions related to technology adoption since services rendered by infomediaries are often technology-facilitated services. According to Legris, Ingham and Collerette (2003), theories on technology acceptance 40
based on perceived ease of use and perceived usefulness along with dimensions like system characteristics affect the probability of using a system (an indicator of system success). Again, another section of the questionnaire also explores user’s resistance towards technology adoption to understand the viability of such services. 4. The last part of the questionnaire captures the demographic details of the respondents. It capture the basic information that is required to evaluate the effects of socio-demographic profile like number of adult members in the family, age, income, education level, occupation, ownership of house, location of house, monthly expenditures etc. of the respondents on the various services provided by the government through online mode. In the second step, these broad themes were operationalized, and the process and outcome have been explained in details in the subsequent sections in the report. The results also draw attention to some important points and that needs to be taken into consideration while addressing the research question in the next section of our research. The results of the exploratory survey formed the base for the next step in our research, whereby primary field data collection was conducted. This primary data has been collected from 500 households residing in the apartments in dense human settlements in the NCR region, to address the research objectives in this study. Both comparative analysis, as well as aggregate level analysis, have been conducted on this primary data. The level of analysis has been on the household level and not on the individual level. The analysis has been done both at the aggregate level and at the apartment/household category level. The details of the findings of the analysis and the subsequent conclusions have been discussed in depth in the subsequent chapters.
41
5. Research methodology
5.1 Sampling Primary data was collected from households residing in apartments located in the National Capital Region (NCR). These households or apartments were selected by a combination of variety of features: age of settlement, number of rooms in the apartment, economic value of the locality, location within the National Capital Region, and access to transport facilities. Once an apartment was chosen, households were selected using a multi-stage stratified random sampling. A market research agency was engaged for the primary data collection. The sample size for the study is calculated using the formula suggested by United Nation’s International Fund for Agricultural Development (IFAD)1 as indicated below: 𝑛=
𝑡² × 𝑝(1−𝑝) 𝑚2
(Eq. 1)
Whereas n = required sample size; t = confidence level at 95% (standard value of 1.96); p = assumption that 15.6 % of households in NCR may be apartments. As per Census 2011, 15.6 % households in NCR have mosaic / tiles as predominant material of floor by the households2; and m = margin of error at 5% (standard value of 0.05). Accordingly, the value of n = 206. In cluster sampling, to correct for the difference in design, the sample size is multiplied by the design effect, 2. Hence, actual sample size is = 206 * 2 = 412. An additional 88 households has been included in the study to compensate the possible missing, outliers and incorrect data. Thus, the total sample size for the quantitative survey was 500 households. Similar representation has been targeted from the different types of apartments which were sampled for data collection. Approximately, equal representation of each apartment type has been targeted as planned, while collecting the primary data. Both aggregate and drill-down analysis has been conducted in the primary data which has been collected, on the basis of number of rooms in the
1
http://www.ifad.org/gender/tools/hfs/anthropometry/ant_3.htm http://www.censusindia.gov.in/2011census/hlo/Data_sheet/HLO%20All%20Indicators.pdf
2
42
apartment. Since, apartment size is a key dimension for classification of households, whenever data was not been provided by the household on this dimension, the data collection team has filled in the relevant information based on best guesstimates on the locality and apartments visited. Individual level analysis has been omitted, since the households are of primary focus and thus only household level analysis has been done Some of the apartments, which have been covered in the survey, and were based out of the National Capital Region comprised of the following:
South and South West: Dwarka (Sanskriti Apartments, Ayudh Vihar, Kunj Vihar Apartments, Som Apartments, Kaveri Apartments, Shree Niketan, Akashganga Apartments); Panchsheel Enclave, DDA Flat Vasant Kunj, DDA HIG Jasola, Ganga Yamuna Apartment Vasant Kunj, GK1, GK2, Saket, Defence Colony, Hauz Khas, R.K.Puram, Defence Colony, South extension part 1.
East and North East: I.P, Extn, Patparganj (Konark Apartments, balco Apartments, Mithila Apartments, Engineering Apartments, Prince Apartments, pariwar Apartment, Navkala Apartments, Indraprastha Apartments, Una Apartments, Saraswati Kunj, Dhruva Apartments, Deshbandhu Apartments), Mayur Vihar Phase 1 &2 ( Delhi Police Apartments, Samachhar Apartments, East end apartments, Vasant Apartments), Preet Vihar, Pocket 3 Phase 1, Mayur Vihar. Yamuna Vihar, Shahdara.
West and North West: Uttan Nagar, Paschim Vihar (Ankur Apartments,Sundar Vihar, Archana Apartement, GH9, 13,14, Lake View Apartment, Ashirwad Apartment,Ekta Apartments, Milap Apartments, Meera Apartment), Janakpuri (C1,C2,C3), Vikaspuri (Nalanda Apartment, Antariksha Apartments), Patel Nagar, Raja garden.
North and North East: Rohini (Bhagya Laxmi Apartment, Canara Apartment,Bhagirath Apartment, Ambika Apartment,New Deluxe Apartment, Swastik Kunj Aptts,New India Apartment, Mayur Apartments) Pitam Pura (Gujarat Aptts, Mukharjee Nagar, Model Town, Deepali enclave, Tarun enclave, Gurunanak Apartments), Shalimar Bagh (Kanishka Apartments,Sheesh Mahal Apartment).
Central: Minto Road DDA Flats, Kali Bari, Aram Bagh, Karolbagh.
43
5.2 Data analysis As mentioned earlier in this report, the method which has been used for the prioritization of preferences and needs is the fuzzy extension of the Analytic Hierarchy Process (AHP). AHP (Saaty, 1980; Crawford and Williams, 1985) is used as an approach for providing decision support in multi-criteria multi-hierarchic decision making problems. Also, the available literature supports that it has been used extensively due to its elaborate theories for addressing human subjectivity for complex problem domains. Further, it enables the screening of responses and judgments which would otherwise distort the outcome of the surveys, through inaccurate measures, a dimension which is not addressed by the other regression based research methodologies. This tool also provides some robust theories for the elicitation and measurement of highly consistent priorities which in turn eliminates judgments which are low in terms of consistency. Literature also proves that AHP has theories for estimating the degree of consistency related to the priorities and follows a systematic approach. The responses which presents low consistency, gets modified by the algorithms, and results in significant improvement in estimations through systematic improvements. The approaches which are developed on the basis of AHP facilitates their application in diverse multi-criteria decision making problems, and even in group decision making problems. It has been observed that the one of the major advantages of AHP is its flexibility to integrate itself with different techniques including Linear Programming, Quality Function Deployment, Fuzzy Logic, etc. which further helps to get the results in a desired way. AHP has been used in various selection-oriented and ranking studies. Benjamin et al. (1992) utilized AHP for multi-objective decision model to decide regarding space allocation in an academic environment. As per the reviewed literature, AHP has also been used to perform prioritization and ranking on different issues. Kim and Whang (1993) also connected forecasting with AHP. The study used AHP with growth curve models for technological forecasting. The author suggested a methodology, so that, the technical capabilities of the industry can be measured and indexed in relation to time. Some authors have used AHP in medicine and related fields. Weber (1993) used AHP to avoid biases and to check on nonfinancial impacts for a manufacturing concern. The study utilized a modified version of AHP which helped to find the appropriate way for automation of a machine shop. Miyaji et al. 44
(1995) solved a problem related to education sector through AHP approach. Shang et al. (1995) used AHP to select the most appropriate flexible manufacturing system. Some other researchers who conducted studies in this domain shared that the use of AHP to develop a web page has helped them to consider multiple criteria and a common scale can be used for different criteria, apart from considering both the tangible and intangible criteria. Some studies have also revealed that AHP has contributed significantly in the evaluation of different processes. Al Korpela and Tuominen (1996) illustrated an integrated approach to select the warehouse site where both quantitative and qualitative aspects were considered. According to Schniederjans and Garvin (1997) AHP can be used in to select multiple cost drivers for activity based costing with the help of multi objective programming methodology. Chin et al. (1997) used AHP for two basic purposes i.e. to formulate a model to evaluate its success factors and further to develop strategies to implement ISO14001-based environmental management system. Korpela and Tuominen (1997) used AHP in the process of demand forecasting for inventory. The study concluded that the use of AHP to in forecasting allows them to incorporate both tangible and the non-tangible factors to carry on with environment related future developments. On the other hand Tummala et al. (1997) applied AHP to perform benefit/cost analysis in Hong Kong based Electronics Company to check if the concurrent engineering can be implemented in the organization or not. He concluded that the benefits (effect on the quality, reduced product cost, reduced time to market, customer focus, etc.) resulted in the implementation of the concurrent engineering. In the context of allocations, Kwak and Changwon (1998) used AHP to assist the model in assigning weights for prioritization of the project goals. AHP has also been used extensively for planning and development purposes. Babic and Plazibat (1998) ranked a set of enterprises using a combine approach of PROMETHEE and AHP. It was further based on different parameters like achievement of levels of efficiency to understand the status of an organization. The process of decision-making is one of the critical phases for decision makers. Literature supports that AHP has helped them to take decisions on different issues. Angels and Lee (1999) stated an AHP based methodology, which connected decisions to criteria, which included both the monetary and non-monetary benefits for analysis. The contribution of AHP in the area of allocations has also been studied by some of the researchers. Badri (1999) used AHP as an aid to make location allocation decisions. He explained that this tool could help the 45
facility planning personnel to formulate the location strategies in the volatile complex decision environment. Lee and Kwak (1999) used AHP in the health care system to provide a solution to the multidimensional allocation planning. Further, a methodology to rank entry mode alternatives was developed by Wan (1999) for foreign direct investment (FDI). AHP has been used to solve the multi-criteria decision-making problems in organizations. Zakarian and Kusiak (1999) used combined approaches i.e. AHP and QFD to organize different factors in the team wherein the information related to the whereabouts of individual team members were determined by AHP. It further tested the selection of various teams in concurrent engineering applications. Momoh and Zhu (1999) studied and presented a combined approach for reactive power price. The AHP was used to comprehensively consider the effects of indices and the network topology. Rossetti and Selandari (2001) added the use of AHP for multi-objective analysis of middle to large size hospital delivery system and evaluated the delivery, transportation and distribution services to check if a human based system can be automated. Harbi (2001) highlighted how AHP may be applied in the field of project management to select the best option based on the highest overall priority value among multiple other alternatives. According to Akarte et al. (2001) AHP has proved very helpful in selecting the best casting suppliers from the given group of casting suppliers when some different criteria of web page user were taken into consideration. Additionally, Cagno et al. (2001) used AHP based simulation approach. It focused on the quantitative evaluation and typical uncertainty of one of the processes for winning a bid. Forgionne and Kohli (2001) evaluated the quality of journals based on the AHP tool with a motive to consolidate a list of multiple criteria into an integrated measure of journal quality. Badri (2001) assimilated to model quality control systems. His work was utilized to solve issues related to incorporate and decide on quality control measures in service industry while using AHP. Korpela et al. (2002) integrated two tools i.e. AHP and Mixed Integer Programming (MIP) with an opinion to enhance the sales where the customers are supported with the limited production capacity. In addition to the above, there are some theories for group decision making for aggregation and consensus achievement within priorities (Aguaron and Moreno-Jimenez, 2003; Dong, Zhang, Hong and Xu, 2010).
46
SN Author 1
Application Areas
Al Harbi (2001); Schniederjans and Garvin (1997);Cagno et Personal al.(2001); Korpela et al. (2002); Zakarian and Kusiak (1999).
2
Korpela and Tuominen (1996); Lee and Kwak (1999); Rossetti Social and Selandari (2001).
3
Shang et al. (1995); Tummala et al. (1997); Angels and Lee Manufacturing (1999); Weber (1993).
4
Akarte et al. (2001); Momoh and Zhu (1999); Kim and Whang Engineering (1993).
5
Forgionne and Kohli (2001); Kwak and Changwon (1998); Education Benjamin et al. (1992); Miyaji et al. (1995).
6
Chin et al. (1997); Korpela and Tuominen (1997).
Management
7
Badri (1999).
Political
8
Badri (2001); Babic and Plazibat (1998); Wan (1999).
Industry
9
Crary et al. (2002); Hamalainen (1990); Saaty and Chob (2001).
Government
Table 5.1: Use of AHP theory in different domains This is what the current study addresses and attempts to estimate the relative importance of the e-governance services and different information channels for their delivery in National Capital Region, India by analyzing the responses of the households residing in the apartments in Delhi and it adjoining areas, using fuzzy AHP. The collected primary data was further analyzed to address the 3 major research questions, and the outcome of the analysis (in progress) has been elaborated in the subsequent chapters. The questionnaires have been added in this report as annexures (1a, 1b, 1c and 1d).
5.3 Computational method extending theories of Analytic Hierarchy Process The computation of the above said method takes place through three stages. Firstly, the individual household responses are collected through primary data collection and converted into priorities. Secondly, these priorities are aggregated to form the collective priorities of
47
individual household. Thirdly, after the aggregation of priorities, these priorities are adjusted to achieve the required ranking from the individual households. The detailed descriptions of each of these three stages are described in subsequent steps.
5.3.1 Prioritization of e-governance services or information sources The prioritization will be achieved by collecting responses from individual households through a primary survey. These responses received from the households are coded to make comparisons. Comparative fuzzy sets which would be used to form the prioritization matrix M=(mij)n×n would be coded from these linguistic comparisons as has been illustrated in the subsequent table. Here mij is one judgment obtained after comparing two e-governance services with each other by a single decision maker working within the purchasing or procurement department of an organization. Linguistic judgment
Fuzzy sets for the fuzzy AHP
Equal importance
1̃
{(1, 0.25), (1, 0.50), (3, 0.25)}
Moderate importance
3̃
{(1, 0.25), (3, 0.50), (5, 0.25)}
Strong importance
5̃
{(3, 0.25) (5, 0.50) (7, 0.25)}
Very strong importance
7̃
{(5, 0.25), (7, 0.50), (9, 0.25)}
Extreme importance
9̃
{(7, 0.25), (9, 0.50), (9, 0.25)}
Table. 5.2: Scale for the conversion of linguistic preferences For coding the triangular fuzzy sets, the Shannon Function has been optimized by maximizing the membership of the central element to 0.50, and the membership of the side element as 0.25 thereby maximizing the entropy of the fuzzy sets (Zimmerman, 2010). The pairwise comparison approach (Buckley, 1985) for fuzzy set operations has been used as has been shown for the fuzzy sets m ̃ i and 𝑚 ̃ j for the different operators which have been used in the computation subsequently. Here, a fuzzy judgment m ̃ k is represented by (m ̃ k,1 , 𝑚 ̃ k,2 , m ̃ k,3 ). Eq. 1 illustrates the pairwise comparison approach for a hypothetical operator ∅ which would hold true for all fuzzy operations (Buckley, 1985). Pairwise comparisons would be done in similar lines for other fuzzy set operations between the judgments for converting them to priorities. 48
𝑚 ̃ 𝑖∅ 𝑚 ̃𝑗 = (m𝑖,1 , m𝑖,2 , m𝑖,3 ) ∅ (j𝑗,1 , j, j) = ((𝑚𝑖,1 ∅ m𝑗,1 ), (m𝑖,2 ∅ m𝑗,2 ) , (m𝑖,3 ∅ m𝑗,3 ))(Eq. 2) The individual priorities are obtained by solving the linear system represented by equation 3: min ∑𝑘𝑖=1 ∑𝑘𝑗>𝑖 (ln 𝑚 ̃ 𝑖,𝑗 − (ln 𝑝̃𝑖 − ln 𝑝̃𝑗 )2 )
(Eq. 3)
Where constraints are 𝑚 ̃ ij≥0; 𝑚 ̃ ij×𝑚 ̃ ji=1; 𝑝̃i ≥ 0 and ∑𝑝̃i = 1. The first two constraints signify positive value of each judgment and the inverse relationship of the elements above and below the leading diagonal in the judgment matrix. The second constraint signify that the sum of the priorities, is unitary. The individual priority after solving the linear system consisting of these k×k fuzzy judgments 1/ 𝑘
is obtained by 𝑝̃𝑖 =
̃ 𝑖,𝑗 √∏𝑘 𝑗= 1 𝑚
∑𝑛 𝑖=1
1/𝑘
̃ 𝑖,𝑗 √∏𝑘 𝑗=1 𝑚
(Crawford and Williams, 1985)
(Eq. 4)
̃𝑖 ={𝑝̃1, 𝑝̃2, … , 𝑝̃k} for user i. In the Where 𝑝̃i is the priority of the decision criteria i such that 𝑃 subsequent step, before the crisp aggregation rules are computed, consistency of these priorities needs to be evaluated. This would ensure that the estimations which are made from the computation of the judgments elicited from the expert decision makers are consistent and thus add value to the overall estimation by providing insight which has been significantly deliberated upon before submission. Linguistic judgment
Fuzzy sets for the Prioritization of Preferences
Not important
1̃
{(1, 0.25), (1, 0.50), (3, 0.25)}
Less important
2̃
{(1, 0.25), (2, 0.50), (3, 0.25)}
Neutral
3̃
{(2, 0.25) (3, 0.50) (4, 0.25)}
Slightly important
4̃
{(3, 0.25), (4, 0.50), (5, 0.25)}
Very important
5̃
{(4, 0.25), (5, 0.50), (5, 0.25)}
Table. 5.3: Scale for the conversion of Likert like preference scale responses The individual priority for solving this linear system consisting of these k×k fuzzy judgments is obtained by
𝑝̃𝑖 =
̃ 𝑖,𝑗 𝑚 ∑𝑘 𝑖=1
𝑚𝑖,𝑗
(Eq. 5)
49
For this estimation, the Geometric Consistency Index (GCI) has been used, which measures the consistency of each elicited and computed priority (𝐽𝑑𝑖 ) for individual decision maker (Aguaron and Moreno-Jiménez, 2003). GCI (𝐽𝑑𝑖 ) =
2 (𝑘−1)(𝑘−2)
̃ 𝑖 | − 𝑙𝑜𝑔 |𝑝̃𝑗 |)2 ) × ∑𝑘𝑗>𝑖 (𝑙𝑜𝑔 |𝑗̃𝑖,𝑗 | − (𝑙𝑜𝑔 |𝑝
(Eq. 6)
̅̅̅̅̅ is the criteria for consistency and Further it is important to highlight that GCI (𝐽𝑑𝑖 ) ≤ 𝐺𝐶𝐼 for 𝑘 ≥ 4, i.e. when the number of evaluation criteria exceeds four, like in the current context ̅̅̅̅̅ would be where there are more than four dimensions being compared in many cases, 𝐺𝐶𝐼 defined at 0.37.
5.3.2 Aggregation of priorities Collective preferences of the group for deriving the decision vector can be estimated subsequently by the aggregation of individual priorities for consensus development such that (𝑐)
the aggregate judgment 𝑗̃𝑖
is obtained by the aggregation of judgments as demonstrated:
(𝑘) (𝑐) 𝑗𝑖𝑗 = ∏𝑡𝑘=1( 𝑚 ̃ 𝑖𝑗 )𝜓𝑘
(Eq. 7)
Here ψi is the relative importance of the purchasing expert di, which has been considered to be equal in this specific case. It is important to note that for combining the preferences from multiple decision makers, aggregation of judgments and aggregation of priorities are equivalent approaches having similar outcome. Aggregation of priorities, can also be achieved as follows: p̃i(c) =
(k)
∏n ̃i )ψk k=1(p
(k) ψk
∑7i=1 ∏n ̃i ) k=1(p
(Eq. 8)
At any point, the fuzzy priorities estimated after conversion of the judgments may be reconverted to crisp priorities or weights as illustrated using Eq. 7: |p̃i | = [(pi,1 × 0.25) + (pi,2 × 0.50) + (pi,3 × 0.25)]
(Eq. 9)
50
Subsequently, after the aggregation of judgments (or priorities as the case may be), collective (𝑐) (c)
priorities are estimated where pi(c) is the collective vector and pi(c)={𝑝1
(𝑐)
,….𝑝𝑘 } T. This would
bring out the relative importance of the criteria as rated by the group of experts where pi(c) is the collective prioritized vector for rating suppliers, prior to achievement of consensus. These vectors are improved systematically, for the development of consensus by either adjusting the judgments or by adjusting the priorities.
5.3.3 Achievement of consensus through iterations Simple aggregation of priorities is sometimes not an actual representation of what is the collective priority, since it does not accommodate the divergence in prioritization of individual decision maker. Therefore, consensus achievement is sometimes an important dimension in group decision making where the objective for the preference elicitation is common, for all the decision makers. Therefore in the next step, the development of consensus may be explored, based on the context and if required. For doing so, the degree of consensus is estimated using the Geometric Cardinal Consensus Index (GCCI) by mapping individual priorities with the collective priority (Escobar, Aguarón and Moreno-Jiménez, 2004). 2
GCCI (𝐽𝑑(𝑐) ) = (𝑛−1)(𝑛−2) ∑𝑛𝑗>𝑖(𝑙𝑜𝑔 |𝑗𝑖,𝑗 | − (𝑙𝑜𝑔 |𝑝(𝑐) 𝑖 | − 𝑙𝑜𝑔 |𝑝(𝑐)𝑗 |)2 )
(Eq. 10)
If GCCI (𝐽𝑑(𝑐) ) ≤ ̅̅̅̅̅̅̅ 𝐺𝐶𝐶𝐼 for all the n decision makers, consensus is achieved among the priorities elicited from a group of decision makers. If consensus is automatically obtained, after the aggregation of preferences, in the collective prioritization vector, then further computation is stopped. However, if consensus is not achieved among the group, the consensus can be further improved using the Cardinal Consensus Improvement Approach (Dong, Zhang, Hong ̅̅̅̅̅̅̅ then iteratively the subsequent described 3 step and Xu, 2010). If GCCI (𝑀𝑑(𝑐) ) ≥ 𝐺𝐶𝐶𝐼 computations need to be completed to achieve consensus. (1) Assuming GCCI (𝐽𝑑(𝜏) ) = 𝑚𝑎𝑥𝑐 {GCCI (𝐽𝑑(𝑐) )}while z = max 𝑧 + 1 𝑛
(𝑘)
(𝑘)
(2) Let 𝐽𝑧+1 = (𝑗𝑖𝑗,𝑧+1 )𝑛 × 𝑛
(Eq. 11) (Eq. 12)
51
(𝑘)
(3) Where 𝑗𝑖𝑗,𝑧+1=
(𝑘) 1−𝛿 (𝑘) 𝛿 (𝑗𝑖𝑗,𝑧 ) (𝑗𝑖𝑗,𝑧 ) [ (𝑘) ] (𝑗𝑖𝑗,𝑧 )
(𝑘) {(𝑗𝑖𝑗,𝑧 )
𝑖𝑓 𝑘 = 𝜏
(Eq. 13)
𝑖𝑓 𝑘 ≠ 𝜏
̅̅̅̅̅̅̅ , X = 𝐽𝑧 𝑑(𝑐) else return to (1). (4) If GCCI (𝐽𝑧 𝑑(𝑐) ) ≤ 𝐺𝐶𝐶𝐼 Here, 𝛿 is the incremental modifier for consensus achievement.
(Eq. 14) 𝛿is limited within the
boundary of 0 to 1. If 𝛿 has a higher value, i.e. closer to 1, larger adjustments are made to the divergent priority which is systematically improved to meet the group’s collective priority and so lesser iterations may be needed for the achievement of consensus. On the other hand if 𝛿 has a lower value, i.e. closer to 0, smaller adjustments are made to the divergent priority which is systematically improved to meet the group’s collective priority and more iterations may be needed for the achievement of consensus but the consensual vector has higher accuracy. Typically, a tradeoff is acceptable if the value is closer to 0.5 (Dong, Zhang, Hong and Xu, 2010). The collective prioritization vector obtained after the achievement of consensus has been used to rank the vendor evaluation criteria as the final ranking.
5.4 The computational methodology for econometric analysis For the subsequent analysis, suitable statistical and econometric techniques has been used to map the preferences with a variety of factors including economic, demographic and psychographic dimensions of the people residing in high density settlements. At the beginning, descriptive analysis has been done on data collected from the households. This descriptive analysis has covered dimensions related to demographic characteristics, socio-economic dimensions and information source usage and expenditure. Analysis has been done both at the aggregate level and at the household category level based on the number of rooms in the apartment. Standard correlation analysis has been used to check the interdependence among the independent and dependent variables. Correlation analysis has also been done to investigate the similarity and differences of requirements and therefore the prioritization of services and information sources. This has highlighted the different dimensions which would facilitate 52
greater customization of infomediary models to suit the requirements of the targeted households. Further multiple regression analysis and logistic regression analysis has also been done. Relationship between the driving factors of information search and the subsequent adoption of infomediaries based on demographic and psychographic background has been explored using multiple regression tests. Multinomial logistic regression has been also been done for mapping demographic preferences to household categories, namely large households, medium households and small households, based on the number of rooms in the apartments. Further, based on type of household (apartment), preferences have also been mapped to demographic dimensions. Again, based on demographic dimensions (household size), preference for information channel and channels of communication has also been captured. Besides this, depending on the suitability of data, binomial or multinomial logistic regression analysis will also be conducted to find out the preference for a particular source of information by an information seeker.However, more advanced approaches for analysis may be explored, based on suitability of data. This will enable us to establish the preference rules for information sources and thus propose models of information infomediaries that are more effective in fulfilling the information needs of the people. Further, this analysis will enable the exploration of the viability of infomediaries for enabling e-governance services.
5.5 Description of the primary survey data The analysis has been done in this study at the household level and not at the individual level, since the predominant interest is in understanding the needs and behavior of households and not individuals. The data description of the primary study which was conducted highlighted the following trends:
53
PERCENTAGE 30.00%
26.10%
25.00% 19.40%
20.00% 15.00% 10.00%
10.50%
20.80%
10.50% 6.70%
6.10%
5.00% 0.00%
Fig. 5.1: Presence of education level among the sample households Further, this percentage captures the presence of at least one member with the mentioned level of education in a household which will have multiple other members, from the 500 households, i.e. there are around 80 people who are doctorates among the entire sample which consisted of 2645 members (around 3%). This is comparable but marginally better than the overall percentage for education in Delhi constituted 10.9%, 14.7%, 13.1%, 18.6%, 18.7%, 19% and 22% for not literate, literate & up to primary, middle, secondary, higher secondary, diploma/certificate and graduate & above respectively (Report on the Status of Education and Vocational Training in India, 2010). According to IndiaStat, the percentage of Post Graduates and above across India across urban regions is 2.47%. However the percentage of presence of post graduates and doctorates (16.6%) in the target households is slightly higher than the percentage across all settlements in Delhi due to being part of the highly urbanized households of Delhi who resides in apartments. Further in Delhi, the per-capita expenditure in education (Rs.3492/-) is higher than the per-capita expenditure across India, having increased by 37.92%, 62.92% and 92.10% from 2003 to 2006, in contrast to that across India . Further Delhi has a higher literacy rate of 86.34% in 2011, as compared to the national literacy rate of 74.04% (MOSPI, 2011; Census, 2011). The marginal higher educational background of the households may be due to the selection of households residing in apartments, as compared to the other study, which considered entire Delhi. 54
Subsequently, the age distribution among the households has been captured. 25.00 21.51
22.16
20.00 15.00 11.36
10.76
9.65
9.10
10.00
5.90 5.00
3.30
3.10
3.15
0.00 70
Percentage
Fig. 5.2: Age categories among the households in the sample 30.00
24.48
25.00
21.46
20.00 15.00 5.00
10.91
9.48
10.00 1.51 0.93 0.00
4.38
1.72 1.87
1.72
5.17 3.80
4.45
4.88 1.72 1.51
0.00
Fig. 5.3: Presence in occupation categories among the households in the sample (percent)
55
70.0% 58.0%
60.0% 50.0%
36.9%
40.0%
31.4%
30.0%
24.0% 17.6%
20.0% 5.5%
10.0%
10.4%
8.8%
5.3%
2.2%
0.0% 0.0%
0.0% 1 or less member
2 members
3 members Male
4 members
5 members
6 or more members
Female
Fig. 5.4a: Count of family members among the households in the sample
PERCENTAGE Percentage 45.00%
41.96%
40.00% 35.00% 30.00% 25.00%
21.59%
20.00%
17.11%
15.00%
11.61%
10.00% 5.00%
4.28%
3.46%
3 members
4 members
0.00%
0.00% 1 member
2 members
5 members
6-8 members ≤9 members
Fig. 5.4b: Total count of family members among the households in the sample Further, the households were classified based on count of number of rooms and nature of ownership status in comparison to the overall size of the households in Delhi (Census classification). An overall residential pattern of household size in Delhi is 3.9% , 8.2%, 11.7%, 21.5%, 19.8%, 26.4% and 8.6% for 1 member, 2 members, 3 members, 4 members, 5 members, 6-8members and nine or more members respectively (Census report on Delhi,
56
2001). It was observed that many households do not prefer or are unable to provide information of this nature. Hence some of the households were classified based on guesstimates made by the team conducting the primary study, based on location of the apartment (e.g. location of the housing complexes) and demographic information extracted within the apartment (e.g. number of family members). This was further revalidated using pattern classification (Kar, 2014), using theories for discriminant analysis based on demographic information and socio-economic information captured for the households. Ownership Status
Q.Code
Count
Own House 5 or more rooms
1
85
Rented House 5 or more rooms
4
75
Own House 3-4 rooms
2
80
Rented House 3-4 rooms
5
82
Own House 1-2 rooms
3
90
Rented House 1-2 rooms
6
82
blank
6
Others
Total 160
162
172 6
Total 500 500 Table 5.4: Segregation of apartments based on number of rooms and ownership status The household ownership status was further rechecked using multinomial logistic regression, whereby based on the number of family members, average age of the members of the household, average monthly income and education level of the household, the households were classified into the three segments (large apartments, medium apartments and small apartments). The overall households’ status for Delhi presents that 65.3%, 26.8% and 7% is allocated for 1-2 room apartment, 3-4 rooms apartment and 5 or more room apartment respectively (Census, 2001). The results are illustrated in the subsequent tables.
Table 5.5: Model fitting information for the Multinomial Logistic Regression 57
Table 5.6: Goodness of fit of the model.
Table 5.7: Output of the Likelihood Ratio Tests
Table 5.8: Classification of households into 1-2 room, 3-4 room and 5 or more room apartments Based on this classification, the household have been further analyzed using the different methods, which has been elaborated in the computational methodology section. A greater in-depth descriptive statistics on the gender composition, age distribution, educational level and tentative average income has been provided as illustration in the subsequent table.
58
Demographics Category Gender composition across the different households
Age distribution across the different households, when available in the age category
Percentagewise presence of education level among family members among households
Overall
1-2 rooms
3-4 rooms
≤5 rooms
3.515
3.213
3.558
3.819
1.876
3.213
3.558
1.288
1.386
2.053
2.284
1.404
1.314
1.388
1.371
1.295
1.391
1.326
1.331
1.453
1.533
1.254
1.474
1.654
1.339
1.393
1.511
1.560
1.873
1.231
1.091
1.875
1.530
1.796
1.973
1.625
1.632
1.480
1.563
1.660
1.608
1.571
1.676
1.780
1.397
1.538
1.410
1.529
Below Primary(10th)
27.80%
26.16%
28.40% 28.13%
Primary(10th)
17.60%
24.42%
20.37%
Higher Secondary(12th)
51.20%
50.00%
56.79% 48.13%
Graduate/Btech
55.00%
55.23%
49.38% 60.00%
PostGraduate/Mtech
27.60%
31.40%
25.93% 25.00%
Doctorate
16.00%
22.09%
12.35% 13.75%
Detailed Descriptive Average no. of male members Average no. of female members Average count in below 10 years Average count in 10-15 years Average count in 15-20 years Average count in 20-25 years Average count in 25-30 years Average count in 30-40 years Average count in 40-50 years Average count in 50-60 years Average count in 60-70 years Average count in above 70 years
7.50%
68.80% 61.05% 72.84% 73.75% Professional qualification Tentative average estimated Rs. Rs. Rs. Rs. Monthly income from multiple bands of 44,035 29,855 45,525 59,422 family income Table 5.9: In depth descriptives on gender composition, age distribution, and educational level Further, the percentagewise presence of occupation type among all the family members within the different households among the apartments is illustrated in the subsequent table.
59
Detailed Descriptive of occupation
Overall
1-2 rooms
3-4 rooms
≤ 5 rooms
Farmer / Farm worker
4.20%
2.33%
6.79%
3.75%
Student
2.60%
1.74%
4.32%
1.88%
Unemployed/Retired
0.00%
0.00%
0.00%
0.00%
Self Employed
12.20%
14.53%
11.73%
10.63%
Shop Owner/Trader
4.80%
6.40%
6.17%
0.63%
Skilled Workers / Staff
5.20%
6.98%
7.41%
1.25%
Business (10 employees)
4.80%
4.07%
4.94%
5.00%
Staff/Junior officers (govt.)
68.20%
61.05%
68.52%
76.88%
Junior officers (pvt.)
14.40%
13.37%
11.73%
18.13%
Middle Managers (pvt.)
10.60%
12.21%
11.11%
8.13%
Academia/Research & Dev.
30.40%
34.88%
31.48%
23.75%
Middle level officers (govt)
12.40%
15.12%
7.41%
14.38%
Senior Managers (pvt.)
59.80%
51.74%
63.58%
65.00%
Senior Officer/Manager (govt)
4.80%
4.65%
5.56%
4.38%
CXO/MD/CMD/Proprietor (pvt.)
4.20%
2.91%
7.41%
2.50%
Professional
13.60%
11.63%
15.43%
14.38%
Table 5.10: Percentagewise presence of occupation among households Further the subsequent table illustrates the percentage-wise expenses of households in major information sources which are paid in nature. 60
Paid information source type
Television/Cable
Internet
Telephone/Mobile
Newspapers/Magazines / Books
Detailed Descriptive
Overall
1-2
3-4
≤5
rooms
rooms
rooms
6.40%
12.96% 36.25%
Less than Rs.250 pm
18.20%
Rs.250-500 pm
32.20% 49.42% 35.19% 10.63%
Rs.501-750 pm
19.20% 11.63% 12.96% 34.38%
Rs.751-1000 pm
11.60% 10.47% 16.05%
More than Rs.1000 pm
18.80% 22.09% 22.84% 10.00%
Less than Rs.250 pm
2.80%
3.49%
2.47%
Rs.250-500 pm
16.20%
9.30%
27.78% 12.50%
Rs.501-750 pm
26.40% 29.07% 24.69% 25.00%
Rs.751-1000 pm
30.40% 28.49% 27.78% 34.38%
More than Rs.1000 pm
24.20% 29.65% 17.28% 25.63%
Less than Rs.250 pm
17.60% 20.93% 12.35% 20.00%
Rs.250-500 pm
56.60% 41.86% 59.26% 70.00%
Rs.501-750 pm
6.60%
8.72%
10.49%
0.63%
Rs.751-1000 pm
6.00%
6.98%
7.41%
3.13%
More than Rs.1000 pm
13.20% 21.51% 10.49%
6.25%
Less than Rs.250 pm
13.60% 12.79% 20.37%
7.50%
Rs.250-500 pm
20.20% 19.77% 22.22% 18.13%
Rs.501-750 pm
23.20% 20.93% 22.22% 27.50%
Rs.751-1000 pm
26.20% 26.74% 21.60% 30.63%
More than Rs.1000 pm
16.80% 19.77% 13.58% 16.25%
8.75%
2.50%
Table 5.11: Percentagewise expenses of households in major information sources
61
Subsequently, the final in depth analysis of the primary data has been conducted to provide confirmatory insights. Both aggregate level analysis and drill down analysis has been done based on type of apartments based on number of rooms. The outcome of the detailed analysis is discussed in subsequent chapters. Further insights have been derived from the results for deriving practical implications.
62
6. Prioritization of e-governance services
6.1 Theoretical background The first research question explores the prioritization of e-governance services indicated by the citizens residing in Delhi and its adjoining areas as being relevant, in the exploratory study. The available literature indicates that e-governance initiatives have been adopted or rejected by citizens based on their perceived importance to the end user (Carter and Belanger, 2005; Ebrahim, 2005; AlAwadhi and Morris, 2008; Gupta, Dasgupta and Gupta, 2008; Belanger and Carter, 2008). Also, evidence has been obtained that there is a strong relationship of the information type based on complexity of task has been and information sources (Bystrom, 2002). Even within similar information media like the internet for the same product, difference of interest among consumers have been observed based on source of information like internet forums vis-à-vis corporate website (Bickart and Schindler, 2001). Akman et al. (2005) underlined the fact that the successful adoption of e-governance services is highly affected by and depends upon its ultimate users i.e. citizens. Bagchi, Hart and Peterson (2004) states that the adoption of IT is actually affected by the culture prevailing in every society. According to Evans and Yen (2005), the process of e-governance to avail different available government services should not force the citizens to compromise with their freedom and integrity and let them preserve their unique cultural heritage. Chen et al. (2006) compared the adoption of e-governance in developed and developing countries and found that in developing countries affects the use of e-governance services by the citizens. Some other researchers who conducted studies on adoption of technology evidenced the gender differences in the adoption of technology as one aspect of socio-cultural differences between people. Venkatesh, Morris, Davis and Davis (2003) investigated a research on gender differences and resulted that men tend to be more highly task-oriented than women. Nysveen, Pedersen and Thorbjornsen (2005) supported the above argument by saying that women tend to have lower self-efficacy, lower computer aptitude and higher computer anxiety than men. Baker and Bellordre (2004) were of the opinion that the lack of awareness of a given technology is one of the initial concerns associated with the adoption and use of IT 63
facilitated services. Thus sample specificity is a major dimension in technology facilitated services like e-governance. Thus it is critical to identify e-governance services which are perceived to have higher importance and demand, so that information infomediaries enabling these services may have higher adoption among people. The present research has not only focused to identify a list of e-governance services which are relevant to the people residing in the dense human settlements in the National Capital Region, but has also ranked as per their relative priorities stated by the citizens. Out of a complete list of 968 citizen centric services provided by NeGP, a list of total of 35 and 23 services for Delhi and Haryana & Uttar Pradesh respectively, have been identified during the exploratory study. Further, these 58 services have been ranked as per their relative priorities stated by the citizens. The analysis for the prioritization of the services has been done with an extension of the fuzzy Analytic Hierarchy Process for Group Decision Making.
6.2 Preliminary findings after data analysis The data collected was analyzed using the models described previously. The outcome of the analysis is illustrated subsequently.
6.2.1 Mean scores of Delhi NeGP e-Governance services Based on the analysis of the data collected from the target sample, the list of identified services in terms of mean preference level on a 5 point Likert scale, is presented below in the subsequent table. Delhi NeGP Services Diploma in Technical Education under Department of Training and Technical Education Online processing of various certificates {birth, death, marriage etc.} under e-Pramanpatra
Mean Score 4.442
4.422
64
Online Management of grievances, LokShikayatNieshalaya monitoring system of grievances for citizens of Delhi under Public Grievance
4.3
RedressalSystem B. Tech, M Tech, MBA, Ph.D Program under Delhi Technological University
4.202
Services related to park booking, community hall booking, issue/renewal of factory license, issue of general/health trade license etc. under Municipal
4.148
Corporation of Delhi. Important services related driving license under Transport, GNCTD
4.132
Online application form download and submission for new domestic electricity connection, surrender of domestic supply of electricity connection, load increase/decrease up to 10KW for domestic consumers
4.126
etc. under New Delhi Power Limited. Online application form download and submission for registration of shops and establishment, registration of construction workers, death/funeral
4.112
benefits etc. under Labour Department Online applications for employment services under
Directorate of
Employment
4.104
Online issue of performance licenses in a licensed premise, title verification for publication magazines, newspapers, registration of eating house, issue of parlor license, online processing, generation & issuance of complaints,
4.09
tenant/servants registration, online tracking of FIR status, complaints / grievances, FIR prosecution and information etc. under Delhi Police Property registration (Delhi Online Information System) under National Informatics Centre Services related to khatauni entry (online access and submission of information for Delhi Land Records) placed Services related to land verification and authentication under the National Land Records Modernization Programme (NLRMP). Services related to records of rights(nakal of record of right(paratpatwar) under the National Land Records Modernization Programme (NLRMP). Online applications for ration card under Food Supplies and Consumer
4.086
4.074
4.054
4.034 3.924 65
Affairs Online applications for private school etc. under Directorate of Education Power(electricity)
under
Bombay Suburban Electric Supply Rajdhani
Power Limited Online applications for water connection, disconnection of water connection etc. under Delhi Jal Board Online application form download and submission for building plan approval under New Delhi Municipal Committee. Online applications for financial assistance etc. under Delhi Park and Garden Society, Department of Environment Power(electricity) under Bombay Suburban Electric Supply Yamuna Power Limited DDA flats and group housing flats etc. under Delhi Development Authority
3.912 3.846
3.776
3.662
3.5
3.49 3.406
Services related to issuance of NOC registration for sale deeds/certified copies of revenue records /laldora certificate, application for mutation of
3.338
land records etc. under Revenue, GNCTD Online applications for registration of vendor on e-procurement platform under Information Technology Online application form download and submission under Directorate of Family Welfare
3.31
3.2
Online appointment of auditor for audit in the current year, appointment of returning officer, society registration for thrift and credit society etc. under
3.118
Registrar Office Online applications for registration/revalidation of contractors, validation of documents of registration of agencies registered with CPWD, MES,P&T and
2.866
railway etc. under Irrigation & Flood Control Department Services related to the report of food inspector (submission of report for food sample monitoring) to enforce food safety and avoid contamination of
2.752
food under Public Distribution System (PDS) Online applications for eco-club grant for schools and colleges etc. under Department of Environment, GNCTD
2.728
66
B Tech Program under NetajiSubhas Institute of Technology
2.526
Online application form download and submission, registration under Delhi Value Added Tax and Central Sales Tax Act etc. under Trade & Taxes,
2.476
GNCTD Services related to grant of licenses as manufacturers/repairer/dealer in weights & machines, renewal of licenses as manufacturers/repairer/dealer
2.434
in weights & machines etc. under Weights & Measures Online registration of luxury tax/cable operator, issuance of P-10/P-13 permit, issuance of NOC for entertainment events, issuance of L-30 license
2.292
etc. under Excise Department, GNCTD Online application form download and submission for grant of license to chemist under Drugs Control Online application for fresh/renewal of registration etc. under Delhi Pharmacy Council
2.088
1.938
Table 6.1: Mean Likert Score of high priority Delhi NeGP e-governance services A cumulative score of 3 and above is perceived to be a service which is of importance to the target segment
6.2.2 Aggregate level analysis of households for service prioritization After analysis with AHP, the relative prioritization of the above mentioned e-governance services were achieved in the aggregate level. The results of this analysis is highlighted in the subsequent table.
SN
Question no. in Questionnaire
1
p2q25a
2
p2q26a
3
p2q27a
Score type vs Service domain focus in brief Service code DDTE Diploma in Technical Education Academics in NetajiSubhas DBTP Institute of Technology Academics in Delhi Technological DDTU University
Overall Overall priorities ranking 3.928%
1
2.092%
30
3.694%
4 67
4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
p2q28a p2q29a p2q30a p2q31a p2q32a p2q33a p2q34a p2q35a p2q36a p2q37a p2q38a p2q39a p2q40a p2q41a p2q42a
DCR DPR DRPL DYPL DDA DJB DPGS DPC DPS DDOE DDROE DES DDFW DDC DED
19
p2q43a
DRCS
20 21 22 23 24 25 26 27 28 29 30 31
p2q44a p2q45a p2q46a p2q47a p2q48a p2q49a p2q50a p2q51a p2q52a p2q53a p2q54a p2q55a
DITS DIFCD DLD DMC NDMC NDPL DRO DRD DTT DTS DWM DKE
32
p2q56a
NLRMP
33 34
p2q57a p2q58a
DROR DPDS
35
p2q59a
DPGRS
Delhi Certificates Delhi Property Registration Delhi Rajdhani Power Limited Delhi Yamuna Power Limited Delhi Development Authority Delhi Jal Board Delhi Park and garden Society Delhi Pharmacy Council Delhi Police Service Department of Environment Directorate of Education Directorate of Employment Directorate of Family Welfare Directorate of Drugs Control Delhi Excise Department Food Supplies and Consumer Affairs Information Technology Irrigation and Flood Control Dept. Dept. of Labour Delhi Municipal Corporation New Delhi Municipal Committee New Delhi Power Limited Delhi Registrar Office Delhi Revenue Services Trade and Taxes Delhi Transport Services Weights and Measure Services Khatauni Entries National Land Records Modernization Programme Delhi Records of Rights services Delhi Public Distribution System Delhi Public Grievance Redressal System
3.894% 3.508% 3.307% 3.320% 2.728% 3.127% 2.863% 1.505% 3.563% 2.144% 3.300% 3.583% 2.578% 1.647% 1.788%
2 13 17 16 23 19 21 35 10 28 18 8 25 34 33
3.321% 2.743% 2.177% 3.582% 3.625% 3.098% 3.611% 2.480% 2.708% 1.927% 3.600% 1.872% 3.553%
15 22 27 9 5 20 6 26 24 31 7 32 11
3.527% 3.497% 2.108%
12 14 29
3.756%
3
Table 6.2: Aggregate Prioritization of high priority Delhi NeGP services A K-Means cluster analysis was also conducted using IBM SPSS 19 in these aggregated priorities to identify the groups of e-governance services which would form sets based on perceived importance among the target sample. The results of the cluster analysis is provided subsequently. 68
Table 6.3: Cluster formation information at the aggregate level including 3 household types
69
Table 6.4: Cluster membership information at the aggregate level including 3 household types
70
Table 6.5: ANOVA Table on the Clusters at the aggregate level including 3 household types
Table 6.6: Membership information for e-governance services for each cluster The ANOVA analysis highlights that the clusters are significantly different in terms of importance for the citizens. High priority e-governance services are identified, in Cluster 1 in this analysis. Here, cluster 1 consists of the more critical services. Subsequently, greater drill down analysis was , using AHP for the three types of apartments, based on number of rooms, i.e., 1-2 room apartments, 3-4 room apartments and 5 or more rooms in the apartment. The results of the drill down analysis are illustrated in the subsequent tables.
6.2.3 Analysis of households with 5 or more rooms for service prioritization First the analysis is done for the households residing in the apartments with 5 or more number of rooms.
1
p2q25a
Score type vs Service code DDTE
2
p2q26a
DBTP
3
p2q27a
DDTU
Question no. SN in Questionnaire
Service domain focus in brief Diploma in Technical Education Academics in NetajiSubhas Institute of Technology Academics in Delhi
Priorities for 5 or more rooms 4.074% 2.000% 3.744%
Ranking for 5 or more rooms 1 27 3 71
Technological University 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18
p2q28a p2q29a p2q30a p2q31a p2q32a p2q33a p2q34a p2q35a p2q36a p2q37a p2q38a p2q39a p2q40a p2q41a p2q42a
DCR DPR DRPL DYPL DDA DJB DPGS DPC DPS DDOE DDROE DES DDFW DDC DED
19
p2q43a
DRCS
20
p2q44a
DITS
21
p2q45a
DIFCD
22 23
p2q46a p2q47a
DLD DMC
24
p2q48a
NDMC
25 26 27 28 29 30 31
p2q49a p2q50a p2q51a p2q52a p2q53a p2q54a p2q55a
NDPL DRO DRD DTT DTS DWM DKE
32
p2q56a
NLRMP
33 34
p2q57a p2q58a
DROR DPDS
35
p2q59a
DPGRS
Delhi Certificates Delhi Property Registration Delhi Rajdhani Power Limited Delhi Yamuna Power Limited Delhi Development Authority Delhi Jal Board Delhi Park and garden Society Delhi Pharmacy Council Delhi Police Service Department of Environment Directorate of Education Directorate of Employment Directorate of Family Welfare Directorate of Drugs Control Delhi Excise Department Food Supplies and Consumer Affairs Information Technology Irrigation and Flood Control Dept. Dept. of Labour Delhi Municipal Corporation New Delhi Municipal Committee New Delhi Power Limited Delhi Registrar Office Delhi Revenue Services Trade and Taxes Delhi Transport Services Weights and Measure Services Khatauni Entries National Land Records Modernization Programme Delhi Records of Rights services Delhi Public Distribution System Delhi Public Grievance Redressal System
3.917% 3.742% 3.595% 3.607% 2.608% 2.651% 3.428% 1.214% 3.554% 1.865% 3.214% 3.601% 2.119% 1.356% 1.360%
2 4 8 6 23 22 16 35 11 28 19 7 25 34 33
3.414% 2.528%
17 24
1.585% 3.592% 3.564%
30 9 10
3.211% 3.455% 2.112% 2.819% 1.520% 3.463% 1.426% 3.505%
20 15 26 21 31 14 32 12
3.479% 3.393% 1.601%
13 18 29
3.684%
5
Table 6.7: Prioritization of Delhi NeGP services for households with 5 or more rooms
72
Table 6.8: Cluster formation information for apartments with 5 or more rooms
73
Table 6.9: Cluster membership information for apartments with 5 or more rooms
74
Table 6.10: ANOVA Table on the Clusters for apartments with 5 or more rooms
Table 6.11: Membership count in each cluster with 5 or more rooms
6.2.4 Analysis of households with 3-4 rooms for service prioritization Subsequently the analysis is done for the apartments with 3-4 number of rooms. The results are illustrated in the subsequent tables.
Question no. SN in Questionnaire
Score type vs Service code
1
p2q25a
DDTE
2
p2q26a
DBTP
3
p2q27a
DDTU
4
p2q28a
DCR
5
p2q29a
6
Service domain focus in brief
Diploma in Technical Education
Priorities for 3-4 rooms
Ranking for 3-4 rooms
3.568%
2
1.944%
31
3.450%
7
Delhi Certificates
3.662%
1
DPR
Delhi Property Registration
3.290%
14
p2q30a
DRPL
Delhi Rajdhani Power Limited
3.055%
17
7
p2q31a
DYPL
Delhi Yamuna Power Limited
3.032%
19
8
p2q32a
DDA
Delhi Development Authority
2.991%
20
9
p2q33a
DJB
Delhi Jal Board
3.420%
8
Academics in NetajiSubhas Institute of Technology Academics in Delhi Technological University
75
10
p2q34a
DPGS
Delhi Park and garden Society
2.651%
24
11
p2q35a
DPC
Delhi Pharmacy Council
1.573%
35
12
p2q36a
DPS
Delhi Police Service
3.272%
15
13
p2q37a
DDOE
Department of Environment
2.251%
28
14
p2q38a
DDROE
Directorate of Education
2.854%
21
15
p2q39a
DES
Directorate of Employment
3.354%
11
16
p2q40a
DDFW
Directorate of Family Welfare
2.725%
22
17
p2q41a
DDC
Directorate of Drugs Control
1.696%
34
18
p2q42a
DED
Delhi Excise Department
1.795%
33
19
p2q43a
DRCS
Food Supplies and Consumer Affairs
3.046%
18
20
p2q44a
DITS
Information Technology
2.674%
23
21
p2q45a
DIFCD
Irrigation and Flood Control Dept.
2.345%
26
22
p2q46a
DLD
Dept. of Labour
3.368%
9
23
p2q47a
DMC
Delhi Municipal Corporation
3.515%
3
24
p2q48a
NDMC
New Delhi Municipal Committee
3.116%
16
25
p2q49a
NDPL
New Delhi Power Limited
3.514%
4
26
p2q50a
DRO
Delhi Registrar Office
2.238%
29
27
p2q51a
DRD
Delhi Revenue Services
2.383%
25
28
p2q52a
DTT
Trade and Taxes
2.021%
30
29
p2q53a
DTS
Delhi Transport Services
3.506%
5
30
p2q54a
DWM
Weights and Measure Services
1.928%
32
31
p2q55a
DKE
Khatauni Entries
3.330%
12
32
p2q56a
NLRMP
National Land Records Modernization Programme
3.322%
13
33
p2q57a
DROR
Delhi Records of Rights services
3.356%
10
2.257%
27
3.499%
6
34
p2q58a
DPDS
35
p2q59a
DPGRS
Delhi Public Distribution System Delhi Public Grievance Redressal System
Table 6.12: Prioritization of Delhi NeGP services for households with 3-4 rooms
76
Table 6.13: Cluster formation information for apartments with 3-4 rooms
77
Table 6.14: Cluster membership information for apartments with 3-4 rooms
78
Table 6.15: ANOVA Table on the Clusters for apartments with 3-4 rooms
Table 6.16: Membership count in each cluster with 3-4 rooms
6.2.4 Analysis of households with 1-2 rooms for service prioritization Subsequently the analysis is done for the households residing in the apartments with 1-2 numbers of rooms. The results are illustrated in the subsequent tables.
Question no. SN in Questionnaire
Score type vs Service code
1
p2q25a
DDTE
2
p2q26a
DBTP
3
p2q27a
DDTU
4
p2q28a
DCR
5
p2q29a
6
Service domain focus in brief
Diploma in Technical Education
Priorities for 1-2 rooms
Ranking for 1-2 rooms
3.703%
1
2.066%
30
3.450%
5
Delhi Certificates
3.669%
2
DPR
Delhi Property Registration
3.123%
16
p2q30a
DRPL
Delhi Rajdhani Power Limited
2.950%
19
7
p2q31a
DYPL
Delhi Yamuna Power Limited
3.000%
17
8
p2q32a
DDA
Delhi Development Authority
2.316%
27
9
p2q33a
DJB
Delhi Jal Board
2.965%
18
Academics in NetajiSubhas Institute of Technology Academics in Delhi Technological University
79
10
p2q34a
DPGS
Delhi Park and garden Society
2.316%
26
11
p2q35a
DPC
Delhi Pharmacy Council
1.583%
35
12
p2q36a
DPS
Delhi Police Service
3.445%
7
13
p2q37a
DDOE
Department of Environment
2.070%
29
14
p2q38a
DDROE
Directorate of Education
3.449%
6
15
p2q39a
DES
Directorate of Employment
3.386%
12
16
p2q40a
DDFW
Directorate of Family Welfare
2.583%
24
17
p2q41a
DDC
Directorate of Drugs Control
1.726%
34
18
p2q42a
DED
Delhi Excise Department
2.024%
33
19
p2q43a
DRCS
Food Supplies and Consumer Affairs
3.141%
15
20
p2q44a
DITS
Information Technology
2.712%
21
21
p2q45a
DIFCD
Irrigation and Flood Control Dept.
2.411%
25
22
p2q46a
DLD
Dept. of Labour
3.385%
13
23
p2q47a
DMC
Delhi Municipal Corporation
3.390%
10
24
p2q48a
NDMC
New Delhi Municipal Committee
2.658%
22
25
p2q49a
NDPL
New Delhi Power Limited
3.451%
4
26
p2q50a
DRO
Delhi Registrar Office
2.819%
20
27
p2q51a
DRD
Delhi Revenue Services
2.637%
23
28
p2q52a
DTT
Trade and Taxes
2.054%
32
29
p2q53a
DTS
Delhi Transport Services
3.421%
8
30
p2q54a
DWM
Weights and Measure Services
2.058%
31
31
p2q55a
DKE
Khatauni Entries
3.416%
9
32
p2q56a
NLRMP
National Land Records Modernization Programme
3.388%
11
33
p2q57a
DROR
Delhi Records of Rights services
3.336%
14
34
p2q58a
DPDS
2.250%
28
35
p2q59a
DPGRS
3.648%
3
Delhi Public Distribution System Delhi Public Grievance Redressal System
Table 6.17: Prioritization of Delhi NeGP services for households with 1-2 rooms 80
Table 6.18: Cluster formation information for apartments with 1-2 rooms
81
Table 6.19: Cluster membership information for apartments with 1-2 rooms
82
Table 6.20: ANOVA Table on the Clusters for apartments with 1-2 rooms
Table 6.21: Membership count in each cluster with 1-2 rooms The ANOVA analysis highlights that the clusters are significantly different in terms of importance for the citizens. High priority e-governance services are identified in Cluster 1 for all the three apartment types. These tables present the relative importance of various identified e-governance services which are rolled out by the Government of Delhi. Further, e-governance services are adopted based on the perceived importance for the people, identification of the high priority egovernance services would facilitate the adoption of an infomediary which would facilitate the usage of these services by providing information to the potential users. Further, these tables segregate the important e-governance services in two clusters, which would facilitate a phase wise roll out, based on their individual importance, while forming infomediaries for facilitating these e-governance service categories.
6.2.5 Correlation analysis of the different types of households for Delhi NeGP service prioritization Further, the correlation analysis was conducted among the prioritization achieved between the different clusters. The result of the correlation analysis is illustrated in the subsequent table. 83
Priority Type Aggregate 1-2 rooms 3-4 rooms >=5 rooms
Aggregate 1.000 NA NA NA
1-2 rooms 0.965 1.000 NA NA
3-4 rooms 0.972 0.923 1.000 NA
>=5 rooms 0.973 0.965 0.918 1.000
Table 6.22: Correlation matrix of the prioritization of Delhi NeGP services for different apartment types The analysis highlighted that there is a significant different in the degree of prioritization in terms of both numerical prioritization and ranks of the selected Delhi NeGP services across the three types of households. It is important to note that there is statistically significant difference of prioritization between the households of 1-2 rooms apartments and greater than or equal to 5 room apartments. Again greater than 5 room apartments have a low correlation with the preferences elicited from the households of 3-4 room apartments. However, the difference in the requirements within the information ecosystem across these three types of households is not extremely high statistically, for the set of Delhi NeGP services.
6.2.6 Analysis of households at the aggregate level for the prioritization of other NeGP services Apart from the above services for citizens of Delhi, some of the services of adjoining states, i.e. Haryana and Uttar Pradesh, also have relevance for the citizens residing in the national capital region. The list of identified services for Haryana & Uttar Pradesh with their mean score on a Likert scale is presented below in subsequent table. Haryana and Uttar Pradesh NeGP Services
Mean Score
Services related to online form download, acts, rules and procedures, policies and guidelines, information of budget, transfers and postings, phone numbers and address, public demands and announcements by CM
4.53
approved by government.
84
Online applications for water connection, disconnection of water connection etc. under Delhi Jal Board
4.52
As per your opinion, how important are the services related to tracking of grievance redressal application, receipt of grievance redressal application,
4.49
status/delivery of final response document Services
related to handicap/medical fitness certificate,
central
registration of patients, user free collections and receipt issuance, laboratory tests facilities, enrollment of blood bank donors under
4.47
government health department. Services related to generation of house tax/notice/ duplicate house tax bill, receipt of house tax
4.46
Services related to online receipt of RTI application, generation & printing of form A/B, receipt of additional fee, status/delivery of final response
4.43
document by government. Services related to widow pension under department of social justice and empowerment.
4.36
Services related to acceptance of application for new passport, renewal of passport, tracking of passport application status, online application submission through agents/post/internet, verification service/printing
4.35
and issuance of tatkal service/existing passport under passport seva provided by government. Services related to learners license, permanent/duplicate/renewal of driving license, addition of vehicle, online test for learners driving licensed, driving license authentication verification service, new vehicle registration, transfer of vehicle ownership, duplicate registration
4.30
certificate, addition/deletion of hypothecation, issuance of NOC certificate, re-registration of vehicle Services related to old age and handicapped pension, family benefit scheme, financial aid to destitute children, scholarship for handicapped students, Indira Gandhi Priyadarshini Vivah Shagun Yojna for SC, daughter
4.30
donation scheme, BPL scheme, ladli scheme, house building scheme, Rajiv
85
Gandhi Pariwar Bima Yojna, pension generation and disbursement, senior citizens ID card, etc. Services related to information on elections, registration for new voters, issuance of voter ID cards, addition/correction of name in voter list,
4.28
objection/deletion in voter list by government. DDA flats and group housing flats etc. under Delhi Development Authority (Delhi Govt.).
4.25
Services related to dissemination of exam results, issuance of admit card for board exams, provisional result certificates, schedule for examinations and admissions, registration for online entrance test, issuance of admit cards, conductance of online entrance test, publishing of merit
4.16
list/ranks/results, online counseling for filling choices, online collection of counseling fee, counseling for results and admissions by government. According to you, how much important are the services related to issuance of plastic ID cards, issuance/renewal of library books, record of service information, salary slip and form 16, instant messaging service
3.89
provided by government. According to you, how much important are the services related to information on monthly GPF contributions, annual GPF statements,
3.89
missing GPF credits provided by government. Services related to vivekadhin kosh for monitoring basic needs of citizens, assurances on monitoring system, PMO reference monitoring system by
3.83
government. Services related to status check for the facility of online reservation of room, online booking of room, facility for online cancellation of already
3.78
booked room provided by government. Services related to affidavit attestation and verification (public services) under NeGP
3.77
As per your opinion, how important are the services related to postal life insurance grievance redressal, online facility of postal life insurance and
3.50
rural postal life insurance 86
Services related to birth registration/death registration, issuance for loud speaker, organising function, use of community hall provided by the
3.37
Jansahayak Seva under citizen service delivery system. Services related to disbursement of scholarship scheme provided by government for students belonging to minority group/SC/ST/general
3.02
category. As per your opinion, how important are the services related to registration of NREGA workers, information on NREGA job cards/NREGA muster rolls, information on BPL households, work demand under NREGS,
2.56
information under SGSY/under IAY. Services related to Ambedkar Gram Vikas Yojna provided by government.
2.35
Table 6.23: Mean Likert scores of Haryana& Uttar Pradesh NeGP services Subsequently, the preferences was analyzed using AHP, to identify the aggregate level priorities of the mentioned e-governance services across the different categories of households. The results of the analysis has been illustrated subsequently. Question no. SN
in Questionnaire
Service code
1
p2t1
CSDS
2
p2t2
3
Service domain focus in brief
Overall
Overall
priorities ranking
Citizen Service Delivery System
3.80%
19
AA
Affidavit Attestation
4.24%
15
p2t3
HT
House Tax
5.07%
4
4
p2t4
MHD
Health Department Services
5.07%
5
5
p2t5
PDS
Pension Disbursement Service
4.78%
10
6
p2t6
SJE
Social Justice and Empowerment
4.86%
8
7
p2t7
DLS
Driving Licence Service
4.79%
9
8
p2t8
PSS
Passport Seva Service
4.76%
11
9
p2t9
GRS
Grievance Redressal Service
5.15%
2
10
p2t10
RTIS
Right to Information Service
4.93%
7
p2t11
GRRI
5.10%
3
11
Government Rules and Regulation Information
87
12
p2t12
ES
Educational Services
5.04%
6
13
p2t13
VCS
Voter / Identity Card
5.16%
1
14
p2t14
HRS
Hotel Reservation Service
4.50%
13
p2t15
NREGA
4.72%
12
16
p2t16
GPF
Provident Fund Service
4.09%
18
17
p2t17
PIS
Postal Life Insurance Service
2.40%
22
18
p2t18
LS
Library Card Service
4.32%
14
19
p2t19
VKS
VivekadhinKosh Service
3.79%
20
20
p2t20
SS
Scholarship Service to Minorities
4.23%
16
21
p2t21
AGVY
Ambedkar Gram Vikas Yojna Service
4.09%
17
22
p2t22
WWS
Women Welfare Service
2.88%
21
23
p2t23
ALS
Arms License Service
2.22%
23
15
National Rural Employment Guarantee Act
Table 6.24: Aggregate level prioritization of the important UP/Haryana NeGP services Further, a cluster analysis was conducted on the elicited priorities and the result of the analysis is illustrated. In this set, cluster 2 denotes the higher prioritized services.
Table 6.25: Cluster information for the aggregate level prioritization with 3 apartment types
88
Table 6.26: Cluster membership information for the aggregate level prioritization
Table 6.27: ANOVA test results for the clusters for the aggregate level prioritization
89
Table 6.28: Membership count in each cluster for the aggregate level prioritization Subsequently, greater drill down analysis was conducted, using AHP for the three types of apartments, based on number of rooms, i.e., 1-2 room apartments, 3-4 room apartments and 5 or more rooms in the apartment. The results of the drill down analysis is illustrated, in the subsequent tables. 6.2.7 Analysis of households with 5 or more rooms for the prioritization of other NeGP services The result of the analysis of preferences of families residing in apartments with 5 or more rooms is illustrated subsequently.
Question no. SN
in Questionnaire
Priorities Ranking Service code
for 5 or
for 5 or
more
more
rooms
rooms
Citizen Service Delivery System
3.64%
19
Service domain focus in brief
1
p2t1
CSDS
2
p2t2
AA
Affidavit Attestation
4.21%
18
3
p2t3
HT
House Tax
5.26%
4
4
p2t4
MHD
Health Department Services
5.35%
1
5
p2t5
PDS
Pension Disbursement Service
5.21%
7
6
p2t6
SJE
Social Justice and Empowerment
5.18%
9
7
p2t7
DLS
Driving Licence Service
5.28%
3
8
p2t8
PSS
Passport Seva Service
4.81%
13
9
p2t9
GRS
Grievance Redressal Service
5.16%
10
10
p2t10
RTIS
Right to Information Service
5.20%
8
p2t11
GRRI
5.22%
6
12
p2t12
ES
Educational Services
5.23%
5
13
p2t13
VCS
Voter / Identity Card
5.31%
2
14
p2t14
HRS
Hotel Reservation Service
4.95%
11
15
p2t15
4.92%
12
11
Government Rules and Regulation Information
NREGA National Rural Employment
90
Guarantee Act 16
p2t16
GPF
Provident Fund Service
4.76%
14
17
p2t17
PIS
Postal Life Insurance Service
1.74%
22
18
p2t18
LS
Library Card Service
4.64%
15
19
p2t19
VKS
Vivekadhin Kosh Service
3.27%
20
20
p2t20
SS
Scholarship Service to Minorities
4.37%
16
21
p2t21
AGVY
Ambedkar Gram Vikas Yojna Service
4.34%
17
22
p2t22
WWS
Women Welfare Service
1.94%
21
23
p2t23
ALS
Arms License Service
1.59%
23
Table 6.29: Prioritization of important Haryana/UPNeGP services for households with 5 or more rooms Cluster analysis was again conducted on the estimated priorities and the results are illustrated subsequently.
Table 6.30: Cluster information for 5 or more roomed apartments
91
Table 56.31: Cluster membership information for 5 or more roomed apartments
Table 6.32: ANOVA test results for the clusters for 5 or more roomed apartments
Table 6.33: Membership count in each cluster for 5 or more roomed apartments 92
5.2.8 Analysis of households with 3-4 rooms for the prioritization of other NeGP services Subsequently, the analysis was repeated for 3-4 roomed apartments. The results are illustrated in the tables below: Question no. SN
in Questionnaire
Service code
Priorities Ranking Service domain focus in brief
for 3-4
for 3-4
rooms
rooms
Citizen Service Delivery System
3.91%
20
1
p2t1
CSDS
2
p2t2
AA
Affidavit Attestation
4.28%
14
3
p2t3
HT
House Tax
5.14%
4
4
p2t4
MHD
Health Department Services
5.16%
3
5
p2t5
PDS
Pension Disbursement Service
4.92%
9
6
p2t6
SJE
Social Justice and Empowerment
4.89%
10
7
p2t7
DLS
Driving Licence Service
4.92%
8
8
p2t8
PSS
Passport Seva Service
4.94%
7
9
p2t9
GRS
Grievance Redressal Service
5.26%
1
10
p2t10
RTIS
Right to Information Service
4.89%
11
p2t11
GRRI
5.06%
5
12
p2t12
ES
Educational Services
5.05%
6
13
p2t13
VCS
Voter / Identity Card
5.25%
2
14
p2t14
HRS
Hotel Reservation Service
4.67%
13
p2t15
NREGA
4.84%
12
16
p2t16
GPF
Provident Fund Service
3.95%
19
17
p2t17
PIS
Postal Life Insurance Service
2.94%
22
18
p2t18
LS
Library Card Service
4.27%
15
19
p2t19
VKS
Vivekadhin Kosh Service
4.01%
18
20
p2t20
SS
Scholarship Service to Minorities
4.07%
17
11
15
Government Rules and Regulation Information
National Rural Employment Guarantee Act
93
21
p2t21
AGVY
Ambedkar Gram Vikas Yojna Service
4.10%
16
22
p2t22
WWS
Women Welfare Service
3.47%
21
23
p2t23
ALS
Arms License Service
2.59%
23
Table 6.34: Prioritization of important Haryana/UP services for households with 3-4 rooms
Table 6.35: Cluster information for 3-4 roomed apartments
94
Table 6.36: Cluster membership information for 3-4 roomed apartments
Table 6.37: ANOVA test results for the clusters for 3-4 roomed apartments
95
Table 6.38: Membership count in each cluster for 3-4 roomed apartments
6.2.9 Analysis of households with 1-2 rooms for the prioritization of other NeGP services Subsequently the analysis was repeated for the households residing in apartments with 1-2 rooms. The findings are illustrated in the subsequent tables Question no. SN
in Questionnaire
Service code
Priorities Ranking Service domain focus in brief
for 1-2
for 1-2
rooms
rooms
Citizen Service Delivery System
3.94%
19
1
p2t1
CSDS
2
p2t2
AA
Affidavit Attestation
4.35%
14
3
p2t3
HT
House Tax
4.97%
5
4
p2t4
MHD
Health Department Services
4.88%
7
5
p2t5
PDS
Pension Disbursement Service
4.48%
11
6
p2t6
SJE
Social Justice and Empowerment
4.71%
8
7
p2t7
DLS
Driving Licence Service
4.42%
12
8
p2t8
PSS
Passport Seva Service
4.69%
9
9
p2t9
GRS
Grievance Redressal Service
5.17%
2
10
p2t10
RTIS
Right to Information Service
4.91%
6
p2t11
GRRI
5.18%
1
12
p2t12
ES
Educational Services
5.00%
4
13
p2t13
VCS
Voter / Identity Card
5.11%
3
14
p2t14
HRS
Hotel Reservation Service
4.11%
17
p2t15
NREGA
4.57%
10
16
p2t16
GPF
Provident Fund Service
3.87%
20
17
p2t17
PIS
Postal Life Insurance Service
2.71%
22
18
p2t18
LS
Library Card Service
4.20%
16
19
p2t19
VKS
Vivekadhin Kosh Service
4.24%
15
20
p2t20
SS
Scholarship Service to Minorities
4.37%
13
11
15
Government Rules and Regulation Information
National Rural Employment Guarantee Act
96
21
p2t21
AGVY
Ambedkar Gram VikasYojna Service
3.98%
18
22
p2t22
WWS
Women Welfare Service
3.53%
21
23
p2t23
ALS
Arms License Service
2.64%
23
Table 6.39: Prioritization of important Haryana/UP services for households with 1-2 rooms Further, a cluster analysis was also conducted on the elicited priorities. The results are illustrated subsequently.
Table 6.40: Cluster information for 1-2 roomed apartments
97
Table 6.41: Cluster membership information for 1-2 roomed apartments
Table 6.42: ANOVA test results for the clusters for 1-2 roomed apartments
98
Table 6.43: Membership count in each cluster for 1-2 roomed apartments The above tables present the relative importance of various identified e-governance services. Further, e-governance services are adopted based on the perceived importance for the people, identification of the high priority e-governance services would facilitate the adoption of an infomediary which would facilitate the usage of these services by providing information to the potential users.
6.2.10 Correlation analysis of the preferences of different types of households for other NeGP services Again, a correlation analysis was conducted on the prioritization achieved by the different households in each apartment category. The results of the analysis are highlighted subsequently. Priority Type
Aggregate
1-2 rooms
3-4 rooms
>=5 rooms
Aggregate
1.000
0.963
0.983
0.975
1-2 rooms
NA
1.000
0.957
0.886
3-4 rooms
NA
NA
1.000
0.934
>=5 rooms
NA
NA
NA
1.000
Table 6.10: Correlation matrix of the prioritization of Haryana/UP NeGP services for different apartment types The correlation analysis highlighted that there is some difference again in the prioritization of services among few pairs of apartments considered for the analysis (e.g. 1-2 rooms apartments and >5 room apartments, again greater than 5 room apartments and 3-4 room
99
apartments). However, the difference in the requirements within the information ecosystem across these three types of households is not that high. Thus, it is observed that due to this difference of preference and needs for the e-governance service categories. Thus it is likely that the households residing in the different apartment types would have a difference of requirements which would drive their adoption of infomediaries facilitating these services. After identifying the e-governance services and their relative importance, we proceeded towards the next research question which needs to explore the preferred information source and channels of communication to access the above listed e-governance services. This was done to develop a better understanding of the existing information ecosystems surrounding e-governance and IT/ICT usage by the people.
6.3 Discussion on the findings of the analysis The analysis has been done in two stages. First the prioritization of preferences for each egovernance service is achieved. The data has been analyzed using theories derived and extended from the Analytic Hierarchy Process. This has brought out the quantified levels of preferences across each household. Analysis has been done both at the aggregate level and at individual household category based on number of rooms. Further, after the prioritization of services, cluster analysis has been done to segregate the e-governance services into 2 clusters, namely the high priority ones and the relatively lesser priority ones. The prioritization and the subsequent cluster analysis separated the e-governance services based on their perceived importance based on the needs of the households. Infomediaries which would facilitate the sharing of information related to the e-governance services which are in the first cluster, would address the greater needs of the segment being targeted. This segregation has been done at the aggregate level and also at the household category level. It was evident from the analysis that the service prioritization was similar but not same in the three types of apartments. The correlation analysis highlighted that there was statistically a difference of preference in the service prioritization from among these three types of 100
households which were sampled. Sometimes, the difference has a significance exceeding 5% which indicate that the needs of the people and families residing in these apartments are significantly different. This indicates that commonality of requirements is there, although there is a significant difference of needs also at each household, based on demographic dimensions. Later on, these services have also been grouped based on the specific needs and type of requirements they address. Infomediaries would have greater chances of adoption and thus create value for the households and people, if they addressed the specific requirements based on apartment type. However, if segment specific implementation becomes difficult, then it would be easier to set up infomediaries which are prioritized highly at the aggregate level, and thereby also addresses the commonality of the three types of households which were being evaluated after collecting primary data.
101
7. Prioritizing information sources and channels
7.1 Theoretical background The second research question explores the dynamics surrounding the different sources of information available for the citizens. Further, it also identifies the most preferred channels of communication to seek the desired information. The available literature supports that different sources of information have a difference of perceived importance for people. Extant literature (Crotts, 1999) show that sources of information can be classified under personal sources (family, friends and acquaintances), market dominated sources (advertisements in print and electronic media), neutral sources (guides, forums, and consulting entities) and The difference of the importance these information sources among different sections of the population has been explored extensively (O’Reilly, 1982; Capella and Greco, 1987; Humphreys, Rolley and Weinand, 1993). Shaver (2007) highlighted how the internet has become a tool which supports the exchange of powerful information. Further, he mentions that the use of internet as an information source has increased as compared to the time spent with traditional media and consumers believe that using internet to search for information even improves their decision-making. Again cross-cultural and cross-national differences play a major role in deciding the importance of the sources of information (Ashill and Yavas, 2005). For example, greater impact of the virtual word-of-mouth has been witnessed as compared to the personal word-of-mouth on decision making for technology products in Japan (Parry, Kawakami and Kishiya, 2012). Further studies listed down the importance of internet indicating that the easier access to product or service specific information is through internet. Secondly, internet offers a pool of information when compared to traditional sources of information. It has also resulted in decreased transaction costs when preferred to access to collect information related to different services. Lastly, internet enabled services can be accessed very conveniently (Porter, 2011). A piece of literature also revealed that, it is very important to consider the social, cultural, and historical context of the interpersonal sources of information to understand the individual inner concepts of an individual. Murcia, Gimeno, Vera- Lacarcel and Ruiz- Perez (2007) opinioned that the kind of information accessed by the 102
individuals over the internet explains their self-identity and experiences. The internet provides vast amounts of easy access to information for consumers all around the globe which Peterson and Merino (2003) cites Kraut et al. as “previously inaccessible information”. According to Shaver (2007), the aspect of the internet as an information source is to connect with the need of the individuals and act as a social environment for them. On the contrary to the above stated viewpoint, Shaver (2007), explains that with the coming up of internet the information search process has changed significantly. The ability of the marketers to control the flow of information has weakened and consumers have now become the independent marketers, which can in turn be connected to the concept of infomediaries. Further, word-ofmouth has been discovered as one of the most important source of information to make decisions related to different services (Villopen et al., 2006).
7.2 Analysis and findings from primary data collection The present research has aimed to identify the preferred information source for the high priority e-governance services, followed by the identification of overall preferred channels of communication of information. The below table presents the findings for the same. S.No
Classification of Sources
Item description
1
Personal Sources
Family members, friends and acquaintances
2
Market Dominated Sources
Advertisements in print and electronic media like television, newspapers, magazines, websites Guides, discussion forums, and consulting
3
Neutral Sources
entities which are not controlled by markets directly
4
Experiential Sources
Experiences of own self and close family members which directly affects the household
Table 7.1: Preferences among information sources for specific services
103
7.2.1 Analysis and findings regarding preferences for information sources Further, the preference for the information sources were also elicited at the apartment category level, where the level of analysis was drilled down to households residing in 1-2 room apartments, 3-4 roomed apartments and 5 or more roomed apartments. The results of the in-depth analysis at the aggregate level and at the drill down apartment type level are illustrated in the table below. Personal
Neutral
Experiential
Sources
Market Dominated Sources
Sources
Sources
Overall priorities
7.30%
50.72%
25.32%
16.66%
5=< Rooms
5.22%
47.89%
28.97%
17.93%
3-4 Rooms
8.51%
48.92%
27.42%
15.15%
1-2 Rooms
8.33%
53.61%
21.01%
17.05%
Category
Table 7.2: Preferences among information sources for different apartment types The above illustrated table denotes the preferences of the households for the information source related e-governance services. It explains that market dominated sources (50.72%) are the most preferred source of information for the households. The second in the list are the neutral sources (25.32%), followed by experiential sources (16.66%) and personal sources (7.30%), respectively. Further, mapping was done with the rankings of the preference for the information source which had highest preference, i.e. market dominated sources. For the same, multinomial logistic regression analysis was done. The results are illustrated in the subsequent table.
104
Table 7.3: Model fitting information for the preferential ranking of market dominated sources
Table 7.4: Goodness of fit for the preferential ranking of market dominated sources The high model fitment indicates that it is possible to predict with a high degree of certainty the preferences of the households, which would choose market dominated sources as the preferred source of information. Further the analysis was redone with neutral sources also, for establishing the preference patterns within households. The subsequent tables illustrate the results.
Table 7.5: Model fitment for the preferential ranking of neutral information sources
Table 7.6: Goodness of fit for the preferential ranking of neutral information sources
105
The high model fitment indicates that it is possible to predict with a high degree of certainty the preferences of the households, which would choose neutral information sources as the preferred source of information. Further, the preferred channels of communication or information retrieval have also been identified for the e-governance services of NeGP which were prioritized in the previous section. This has been covered in the subsequent subsections in greater details. 7.2.2 Channel preferences for the NeGP services for all households The details of the analysis at the aggregate level for all the households are illustrated in the subsequent table. Level of analysis SN
Service Code
1
DDTES
2
DBTPS
3
DDTUS
4
DCRS
5
DPRS
6
DPRLS
7
DYPLS
8
DDAS
9
DJBS
10
DPGSS
Aggregate level prioritization across all the apartment types Service domain focus in brief Diploma in Technical
Telephone Websites
Human
News
Agencies
Papers
87.00%
5.80%
5.00%
2.20%
18.40%
14.20%
5.20%
3.40%
87.60%
3.80%
2.80%
4.60%
88.00%
4.60%
6.80%
7.20%
73.40% 12.60%
5.00%
8.80%
71.80% 14.40%
5.00%
9.20%
73.40% 12.40%
6.80%
12.40%
74.80%
6.00%
Delhi Jal Board
3.80%
2.40%
86.80%
7.00%
Delhi Park and garden
8.60%
14.80%
Education Academics in NetajiSubhas Institute of Technology Academics in Delhi Technological University Delhi Certificates Delhi Property Registration Delhi Rajdhani Power Limited Delhi Yamuna Power Limited Delhi Development Authority
35.80% 31.60%
63.20% 13.40% 106
Society 11
DPCS
Delhi Pharmacy Council
9.20%
25.80%
51.80% 13.20%
12
DPSS
Delhi Police Service
4.60%
13.60%
71.80% 10.00%
13
DDOES
5.60%
15.60%
69.60%
9.20%
14
DDROES
3.20%
4.60%
90.60%
1.60%
15
DESS
6.40%
7.00%
82.60%
4.00%
16
DDFWS
3.60%
8.20%
79.40%
8.80%
17
DDCS
7.40%
19.20%
57.00% 16.40%
18
DEDS
11.40%
16.20%
47.60% 24.80%
19
DRCSS
6.40%
8.60%
79.20%
5.80%
20
DITSS
8.00%
15.20%
67.80%
9.00%
21
DIFCDS
7.20%
14.00%
72.20%
6.60%
22
DLDS
8.40%
7.00%
80.40%
4.20%
23
DMCS
5.40%
10.40%
76.00%
8.20%
24
NDMCS
9.60%
17.60%
63.60%
9.20%
25
NDPLS
New Delhi Power Limited
5.40%
2.40%
87.20%
5.00%
26
DROS
Delhi Registrar Office
5.00%
19.80%
65.40%
9.80%
27
DRDS
Delhi Revenue Services
5.60%
12.60%
76.20%
5.60%
28
DTTS
Trade and Taxes
5.00%
20.60%
63.00% 11.40%
29
DTSS
Delhi Transport Services
4.00%
3.60%
30
DWMS
6.20%
18.00%
31
DKES
7.60%
4.20%
Department of Environment Directorate of Education Directorate of Employment Directorate of Family Welfare Directorate of Drugs Control Delhi Excise Department Food Supplies and Consumer Affairs Information Technology Irrigation and Flood Control Dept. Dept. of Labour Delhi Municipal Corporation New Delhi Municipal Committee
Weights and Measure Services Khatauni Entries
87.00%
5.40%
61.80% 14.00% 83.60%
4.60% 107
National Land Records 32
NLRMPS
Modernization
7.80%
4.00%
83.40%
4.80%
5.80%
7.40%
81.40%
5.40%
7.60%
16.20%
69.20%
7.00%
2.80%
2.60%
86.40%
8.20%
Programme 33
DRORS
34
DPDSS
35
DPGRSS
Delhi Records of Rights services Delhi Public Distribution System Delhi Public Grievance Redressal System
Table 7.7: Importance of communication channel for specific information source / channel Further to the aggregate level analysis, a drill down analysis was conducted to identify the preference across the three types of apartments which were being explored, to investigate how the information ecosystem varies across these apartments.
7.2.3 Channel preferences for the NeGP services for large apartments The analysis for the apartments with 5 or more rooms is illustrated in the subsequent table. Level of sn
analysis Service
SN
1
2
3
Code DDTES
DBTPS
DDTUS
Preferences of households residing in Service descriptive Service domain focus in
apartments with 5 or more rooms Human
News
Agencies
Papers
2.50%
90.00%
4.38%
5.00%
6.88%
31.25% 56.88%
Technological University
5.63%
0.63%
91.25%
2.50%
brief
Telephone
Websites
3.13%
Diploma in Technical Education Academics in NetajiSubhas Institute of Technology Academics in Delhi
4
DCRS
Delhi Certificates
5.00%
1.88%
91.25%
1.88%
5
DPRS
Delhi Property Registration
8.13%
3.13%
83.75%
5.00% 108
6 7
8 9
10
DPRLS DYPLS DDAS DJBS DPGSS
Delhi Rajdhani Power Limited
5.00%
6.88%
86.25%
1.88%
Delhi Yamuna Power Ltd.
3.75%
4.38%
88.75%
3.13%
Authority
5.63%
5.00%
87.50%
1.88%
Delhi Jal Board
5.00%
3.13%
87.50%
4.38%
Society
5.00%
3.75%
88.75%
2.50%
Delhi Development
Delhi Park and garden
11
DPCS
Delhi Pharmacy Council
5.00%
19.38%
67.50%
8.13%
12
DPSS
Delhi Police Service
5.63%
10.00%
80.63%
3.75%
13
DDOES
Department of Environment
6.25%
10.00%
77.50%
6.25%
14
DDROES
Directorate of Education
3.75%
2.50%
92.50%
1.25%
15
DESS
Directorate of Employment
4.38%
3.75%
90.00%
1.88%
Welfare
3.13%
7.50%
82.50%
6.88%
16
DDFWS
Directorate of Family
17
DDCS
Directorate of Drugs Control
3.75%
15.00%
69.38% 11.88%
18
DEDS
Delhi Excise Department
5.00%
9.38%
65.00% 20.63%
Consumer Affairs
5.63%
2.50%
87.50%
4.38%
Information Technology
6.25%
2.50%
82.50%
8.75%
Department
6.25%
10.00%
76.25%
7.50%
19 20
21
DRCSS DITSS DIFCDS
Food Supplies and
Irrigation and Flood Control
22
DLDS
Dept. of Labour
9.38%
2.50%
85.00%
3.13%
23
DMCS
Delhi Municipal Corporation
6.25%
10.00%
80.00%
3.75%
10.00%
5.63%
81.88%
2.50%
24
NDMCS
New Delhi Municipal Committee
25
NDPLS
New Delhi Power Limited
8.13%
1.88%
87.50%
2.50%
26
DROS
Delhi Registrar Office
6.88%
11.88%
77.50%
3.75%
27
DRDS
Delhi Revenue Services
4.38%
3.75%
85.00%
6.88%
28
DTTS
Trade and Taxes
5.00%
13.75%
72.50%
8.75%
29
DTSS
Delhi Transport Services
7.50%
2.50%
84.38%
5.63% 109
30 31
32
33
34
35
DWMS DKES NLRMPS
DRORS
DPDSS
DPGRSS
Weights and Measure Services Khatauni Entries
5.00%
11.88%
71.88% 11.25%
12.50%
0.00%
85.00%
2.50%
11.25%
0.63%
86.88%
1.25%
6.88%
2.50%
86.88%
3.75%
6.25%
10.00%
76.25%
7.50%
2.50%
3.13%
93.75%
0.63%
National Land Records Modernization Programme Delhi Records of Rights services Delhi Public Distribution System Delhi Public Grievance Redressal System
Table 7.8: Importance of communication channel for households residing in apartments with 5 or more number of rooms
7.2.4 Channel preferences for the NeGP services for medium sized apartments The in-depth analysis for the medium sized apartments with 3-4 rooms is illustrated in the subsequent table. Level of sn
analysis Service
SN
1
2
3
Code DDTES
DBTPS
DDTUS
Preferences of households residing in Service descriptive Service domain focus in brief
medium sized apartments with 3-4 Rooms Telephone Websites
Human
News
Agencies
Papers
85.80%
6.79%
Diploma in Technical Education
4.94%
2.47%
24.07%
19.14%
Technological University
4.94%
6.17%
82.72%
6.17% 3.70%
Academics in Netaji Subhas Institute of Technology
35.80% 20.99%
Academics in Delhi
4
DCRS
Delhi Certificates
1.23%
6.17%
88.89%
5
DPRS
Delhi Property Registration
4.94%
9.26%
72.22% 13.58% 110
6
7
8 9
10
DPRLS
DYPLS
DDAS DJBS DPGSS
Delhi Rajdhani Power Limited
5.56%
11.11%
70.37% 12.96%
3.70%
12.96%
69.75% 13.58%
Authority
6.17%
12.35%
71.60%
9.88%
Delhi Jal Board
1.23%
1.23%
92.59%
4.94%
9.88%
18.52%
58.02% 13.58%
14.20%
29.63%
44.44% 11.73%
Delhi Yamuna Power Limited Delhi Development
Delhi Park and garden Society
11
DPCS
Delhi Pharmacy Council
12
DPSS
Delhi Police Service
3.70%
14.81%
75.93%
5.56%
13
DDOES
Department of Environment
4.94%
22.22%
64.81%
8.02%
14
DDROES
Directorate of Education
1.23%
8.02%
89.51%
1.23%
15
DESS
Directorate of Employment
4.94%
7.41%
82.10%
5.56%
3.09%
5.56%
83.33%
8.02%
9.26%
24.69%
51.85% 14.20%
14.81%
20.99%
44.44% 19.75%
Consumer Affairs
7.41%
11.11%
77.16%
4.32%
Information Technology
6.17%
19.75%
66.05%
8.02%
Dept.
8.02%
17.90%
67.90%
6.17%
16
17 18
19 20
21
DDFWS
DDCS DEDS DRCSS DITSS DIFCDS
Directorate of Family Welfare Directorate of Drugs Control Delhi Excise Department Food Supplies and
Irrigation and Flood Control
22
DLDS
Dept. of Labour
6.17%
5.56%
82.10%
6.17%
23
DMCS
Delhi Municipal Corporation
3.09%
8.64%
80.25%
8.02%
Committee
4.32%
20.99%
24
NDMCS
New Delhi Municipal 63.58% 11.11%
25
NDPLS
New Delhi Power Limited
1.23%
2.47%
91.36%
4.94%
26
DROS
Delhi Registrar Office
1.85%
25.31%
62.35% 10.49%
27
DRDS
Delhi Revenue Services
2.47%
16.05%
77.78%
3.70% 111
28
DTTS
Trade and Taxes
2.47%
23.46%
29
DTSS
Delhi Transport Services
1.85%
4.32%
Services
3.70%
22.22%
Khatauni Entries
3.70%
8.02%
84.57%
3.70%
4.32%
7.41%
82.72%
5.56%
3.70%
7.41%
82.10%
6.79%
6.79%
20.37%
65.43%
7.41%
2.47%
3.70%
84.57%
9.26%
30 31
32
33
34
35
DWMS DKES NLRMPS
DRORS
DPDSS
DPGRSS
59.26% 14.81% 90.74%
3.09%
Weights and Measure 59.26% 14.81%
National Land Records Modernization Programme Delhi Records of Rights services Delhi Public Distribution System Delhi Public Grievance Redressal System
Table 7.9: Importance of communication channel for households residing in apartments with 3-4 rooms
7.2.5 Channel preferences for the NeGP services for small apartments The analysis and the outcome has been illustrated in the subsequent table. Level of sn
analysis Service
SN
1
2
3
Code DDTES
DBTPS
DDTUS
Preferences of Households residing in Service descriptive Service domain focus in brief
Medium sized apartments with 1-2 Rooms Telephone
Websites
Human
News
Agencies
Papers
85.47%
5.81%
Diploma in Technical Education
6.98%
1.74%
24.42%
16.86%
5.23%
3.49%
Academics in Netaji Subhas Institute of Technology
40.12% 18.60%
Academics in Delhi Technological University
88.95%
2.33%
112
4
DCRS
Delhi Certificates
2.33%
5.81%
83.72%
5
DPRS
Delhi Property Registration
7.56%
8.72%
65.12% 18.60%
Limited
4.65%
7.56%
61.63% 26.16%
Delhi Yamuna Power Limited
7.56%
9.30%
64.53% 18.60%
Authority
8.72%
19.19%
Delhi Jal Board
5.23%
2.91%
80.23% 11.63%
Society
9.88%
21.51%
46.51% 22.09%
6 7
8 9
10
DPRLS DYPLS DDAS DJBS DPGSS
8.14%
Delhi Rajdhani Power
Delhi Development 66.28%
5.81%
Delhi Park and garden
11
DPCS
Delhi Pharmacy Council
8.72%
27.33%
45.35% 18.60%
12
DPSS
Delhi Police Service
4.65%
15.70%
59.30% 20.35%
13
DDOES
Department of Environment
5.81%
14.53%
67.44% 12.21%
14 DDROES Directorate of Education
4.07%
3.49%
90.12%
2.33%
15
9.88%
9.88%
75.58%
4.65%
Welfare
4.65%
11.63%
72.09% 11.63%
8.14%
16.86%
51.74% 23.26%
13.37%
18.02%
36.05% 32.56%
6.40%
11.05%
73.84%
11.05%
22.67%
55.81% 10.47%
Dept.
6.98%
14.53%
72.67%
5.81% 3.49%
16
DESS DDFWS
Directorate of Employment Directorate of Family
17
DDCS
Directorate of Drugs Control
18
DEDS
Delhi Excise Department
19 20
21
DRCSS DITSS DIFCDS
Food Supplies and Consumer Affairs Information Technology
8.72%
Irrigation and Flood Control
22
DLDS
Dept. of Labour
8.72%
12.79%
75.00%
23
DMCS
Delhi Municipal Corporation
6.40%
12.79%
68.02% 12.79%
13.95%
25.58%
48.26% 12.21%
24
NDMCS
New Delhi Municipal Committee
25
NDPLS
New Delhi Power Limited
6.98%
1.74%
83.72%
7.56%
26
DROS
Delhi Registrar Office
6.40%
21.51%
56.98% 15.12%
27
DRDS
Delhi Revenue Services
9.88%
16.86%
67.44%
5.81% 113
28
DTTS
Trade and Taxes
7.56%
24.42%
58.14%
9.88%
29
DTSS
Delhi Transport Services
2.33%
4.07%
86.05%
7.56%
Services
9.30%
19.77%
Khatauni Entries
6.98%
4.65%
80.81%
7.56%
8.14%
4.07%
80.81%
6.98%
6.40%
12.21%
75.58%
5.81%
9.30%
18.60%
66.28%
5.81%
3.49%
1.16%
30 31
32
33
34
35
DWMS DKES NLRMPS
DRORS
DPDSS
DPGRSS
Weights and Measure 54.65% 16.28%
National Land Records Modernization Programme Delhi Records of Rights services Delhi Public Distribution System Delhi Public Grievance Redressal System
81.40% 13.95%
Table 7.10: Importance of communication channel for households residing in apartments with 1-2 rooms 7.2.6 Correlation analysis of channel preferences for the NeGP services An analysis of the preference of the channels of communication using regression analysis is further conducted to investigate more the nature of differences existing in the information ecosystems of these households. The results of this analysis are illustrated subsequently.
Level of analysis 5 or more rooms 3-4 rooms 1-2 rooms Aggregate
5 or more Roomed apartments 100.00% NA NA NA
3-4 Roomed apartments
1-2 Roomed apartments
Aggregate level of analysis
97.00% 100.00% NA NA
95.63% 98.59% 100.00% NA
98.61% 99.48% 98.96% 100.00%
Table 7.11: Correlation matrix for the channel preference for all the three types of households for the different Delhi NeGP e-governance services This analysis highlights that although the preferences of the households differ on the aggregate level while prioritizing e-governance services, the preferences for the channels of 114
communication are somewhat similar. This indicates that the information ecosystem still derives its preferences for information extraction from similar channels for all the three types of households which were analyzed.
7.3 Discussion on findings It was observed that the preferences for receiving information for the listed high priority egovernance services are not that different for the households residing in the three types of apartments. Statistically, the preferences for receiving the information related to these services are similar across the households, whether that is considered at the aggregate level or considered at the individual apartment level. In fact, there is very little deviation of preferences within the segment. It was found that on an overall basis, households prefer to collect information from human agencies. In fact, human agencies had the highest aggregate preference level at 73.82%, across all the households and for all the services collectively. This was in line with the findings of the exploratory study, whereby it was perceived that the usage of websites was not as easy, for most households to use the information effectively. However, people had a very high level of trust on the information obtained from websites of government entities. Therefore, it was necessary to explore whether these websites, which provide all the information, are actually usable for the households or not. Further, it was necessary to explore why people cannot use the websites for getting relevant information pertaining to these e-governance services. It was felt that the theories derived from the domain of consumer behavior might be necessary for explaining this gap. Further, after addressing the second research question of the study, the third and the final research question of the project is explored in the subsequent chapter in the project report.
115
8. Exploring the viability of infomediaries
8.1 Theoretical background A piece of literature supports that the different governments across the world are trying to facilitate citizens with various public services through electronic means. ICT and IT adoption studies have largely demonstrated the criticality of determinants like perceived usefulness, perceived ease-of-use (Davis, 1989); performance expectancy, effort expectancy, social influence, and facilitating conditions (Venkatesh, Morris, Davis and Davis, 2003) and mediators like gender, age, experience, and voluntariness of use (Venkatesh; Morris; Davis and; Davis, 2003) through the extensions of Technology Acceptance Models (TAM). Other studies have extended theories derived from disciplines like sociology and psychology such as the theory of reasoned action (Ajzen and Fishbein, 1980) and theory of planned behaviour (Ajzen, 1985). Other theories like the economics of intermediation and transaction cost analysis have been used to explain that infomediaries offer the utilitarian benefits of perceived efficiency and effectiveness to the online customer (Son, Kim and Riggins, 2006). Services like ICT enabled infomediaries are an instantiation of technology facilitated services and are also impacted by the theories of the adoption of ICTs. While technology-facilitated services have additional considerations that need to be explored, they are still a service encounter (Curram, Meuter and Suprenant, 2003) which need to blend with personal aspects to be successful (Berry, 1999). Hence, studies exploring consumer use of technology facilitated services must include important dimensions from interpersonal domain as well as incorporate the unique impact of the ICTs (Curram et al., 2003). It has been highlighted how factors like expectations of the customer vis-à-vis to what is being offered by the service provider (Newell 2000), the ability of the technology to enable customers to do their jobs themselves (Seybold 1998), are important dimensions of the success of such services. Also, the degrees to which these services are personalized to meet the customers’ individual needs are also critical factors which determine the success of these services (Seybold, 1998; Sindell, 2000).
116
In addition to the above, it should be noted that the introduction of the technology-based service delivery option may be a cause for anxiety and stress for customers who are not comfortable with the technologies and their use (Mick and Fournier, 1998). Also, many people are unsure of how problems in dealing with the technology will be resolved (Meuter and Bitner, 2003). Some view the service encounter as a social experience and prefer to deal with people (Zeithaml and Gilly, 1987), whereas some do not see a significant benefit or difference of benefit to the technology facilitated service and will continue to do things as they have always done them. Certain customers will consider the costs of learning the new technology and switching to using it to be too great to be worthwhile (Gatignon and Robertson, 1991). These evidences indicate that technology facilitated services like ICT enabled infomediaries, need to be designed with a thorough mapping of the people’s needs and potential benefits, both of which will be specific to certain demographic, psychographic and economic attributes, to ensure that the people actually benefit from these services. Literature also discusses the role of cultural factors in shaping individual’s tendencies to use technology. Adoption of technology for various activities is affected by level of technological innovation, penetration of Internet, and computer literacy. In many developing countries, user resistance to technology is high because of anxiety associated with using technology for daily transactions where personal information may be divulged on Internet. Ahmed and Aguilar (2013) compared relationship between achievement motivation, values, and online shopping behaviour among Canadian and Mexican students. Results suggest that Canadian students purchased books from online stores, while Mexicans preferred to purchase products from familiar websites. There was lack of trust for new online stores. In another study, Gong et al. (2012) found that Chinese consumers differed from American consumers in their attitude towards factors like security, ease of use and convenience attributes of online shopping. It is further complicated by limited credit card use, low Internet penetration, and preference for cash payments in many developing countries. Crespo, del Bosque, and Sanchez (2009) added new dimensions to Technology Acceptance Model (TAM). The extended model measured perceived risk related to financial, performance, social, time, psychological, and privacy concerns. They posit that consumers’ intention to use e-commerce websites was positively associated with their attitude towards online system and negatively affected by risks associated with e-commerce. Other researchers have cited the risk perception as one of 117
the important factors affecting e-commerce use. Perceived risk, product quality, refund policy, and exchanging or returning products purchased online were major concerns (Tong, 2010; Celik and Yilmaz, 2011). Further, e-governance has included different kinds of information-age models combined with ICTs to provide good governance (Bedi, Singh and Srivastava, 2001; Holmes, 2001; Okot-Uma, 2000). According to Legris, Ingham and Collerette (2003), Technology Acceptance Model(TAM) plays a mediating role between perceived ease of use and perceived usefulness with respect to their relations with system characteristics (external variables) and probability of using a system (an indicator of system success). To add more, it exhibits a causal relationship between system design features, perceived ease of use, perceived usefulness, actual usage behavior and attitude towards using (Legris, Ingham and Collerette, 2003). Kolsaker and Lee-Kelley (2008), stated that individuals’ perception about the perceived usefulness of e-governance services directly influences their satisfaction levels for the same. In addition, it is interesting to note that Alsaghieret al. (2009) highlighted the other side of perceived usefulness as perceived risks associated with the use of e-governance services. Literature also reveals that the regular and recurrent use of e-governance services helps to build faith in government and positive attitude towards e- government services (Kolsaker and Lee-Kelley, 2008; Sweeney, 2007; Tolbert and Mossberger, 2003; Morgeson III et al., 2011). Further, the interventions which are grounded on the determinants of perceived ease of use and perceived usefulness, hold the power to help citizens/governments while they make effective decisions to apply specific interventions, so that, the known determinants of IT adoption get influenced after following the success of new IT/ICTs (Rai, Lang & Welker, 2002; DeLone & McLean, 2003; Sabherwal, Jeyaraj & Chowa, 2006). According to the explored literature, a good gamut of these theories has been used in Information System (IS) research (Wade, 2009). However, the present research is more inclined to understand chances of adoption of e-governance services with the involvement of ICTs, for which the theory of TAM is widely used (Davis 1989; Davis et al. 1989). Another noteworthy contribution by the researchers has enlightened that the idea to provide human (user) friendly services (systems) has not been taken into consideration while offering such services (Heeks and Bailur, 2007).
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As per the explored literature, adoption of technology is to the extent to which a user/individual believes that using different IT services will help to enhance their performance in the task (Davis et al., 1989). Davis (1989) explains that it can also be called as the degree to which an individual believes that using an IT service on a particular system would not require much of effort. It is further related to the intensity to which an individual believes that he/she has the ability to perform a specific task while working on the computer (Compeau & Higgins, 1995a, 1995b). When an individual connects adoption of technology from government perspective, he/she believes that an existence of government resources will support the use of the computer (Venkatesh et al., 2003). It is also related to the degree of cognitive impulsiveness during the interactions between an individual and computer (Webster and Martocchio, 1992). Venkatesh (2000) presented his opinion as the degree of an individual’s nervousness, hesitation, uneasiness and fear, when the person is faced with the possibility of using computers. The extent to which the use of a computer is perceived to be enjoyable keeping aside the performance consequences, expected with the use of computers for some specific task. It refers to the comparison between the systems based on their actual performances (rather than perceptions) with respect to the efforts required for completing specific tasks. Some researchers posits that the degree to which an individual is in a position to distinguish between the people who are important to him and think that he should or should not use the computer (Venkatesh and Davis, 2000). Moore and Benbasat (1991), opined that it is the degree to which the use of the innovation is perceived as being voluntary or of free will. Further, the degree to which an individual perceives that use of an innovation will enhance his/her status in his/ her social circle. Also, the degree to which an individual believes that the results of using a computer are tangible, observable and communicable as and when required. According to Venkatesh and Davis (2000), technology adoption is the degree to which an individual believes that the target computer is applicable and can be used to perform his or her job. Also, it is the degree to which an individual believes that the computer has the ability to perform his or her job tasks. As per Shroff, Deneen and Eugenia (2011), it implies that the use is an important factor that determines whether users will actually use or utilize the benefits of a computer. Some other studies captured the frequency of computer usage and volume of system use by an individual in measureable terms (Davis, Bagozzi and Warshaw, 1989). To adopt a new technology, is not always welcomed by many individuals. As per the explored literature, new technology facilitated service adoption is 119
accompanied by some hindrances. These hindrances can be because of some user resistances to adopt and use the new technology. It is the action of opposing something that an individual disapproves or disagrees with while using computer for different tasks. It refers to the overall evaluation of change related to a new IS implementation while comparing its benefits and costs (Kahneman and Tversky 1979). Further, it implies the utility associated with switching to a new alternative (Chen and Hitt 2002). It has also been observed by some of the researchers that new technology adoption involves various kinds of switching costs. It refers to the perceived disutility a user would experience while switching from the existing IS to the new IS and consist of three components, transition costs, uncertainty costs, and sunk costs (Samuelson and Zeckhauser (1988). When considered colleague opinion, they are considered as the salient social influence that individuals subscribe to in their work environment (Lewis et al. 2003). Lewis et al. (2003) explored that the resistance of users to adopt new technology can be reduced by providing organizational support which implies an easiness in using the technology, as one of the benefits provided by the organization to make it comfortable for the users to adapt changes while they switch from an existing IS to a new IS.
8.2 Analysis of data and findings Based on this objective, the study explores two models, namely that extended from the theories of Technology Acceptance and that of User Resistance. The models are explored in the subsequent subsections and the results of the econometric analysis are also illustrated and discussed in details.
Perceived usefulness
Compu Comp Perceived ter Playf uter Extern Enjo usefulnes Ease of efficac ulnes anxie al yme Volunt s use y s ty control nt ariness Pearson 1 .187** .121** -.016 - .259** .036 -.038 * Correlat .115 ion Sig. (2tailed) N
499
.000
.007
.727
.010
.000 .425
.402
499
499
499
499
499
499
499
120
Ease of use Pearson Correlat ion Sig. (2tailed) N Computer Pearson efficacy Correlat ion Sig. (2tailed) N Playfulness Pearson Correlat ion Sig. (2tailed) N Computer Pearson anxiety Correlat ion Sig. (2tailed) N External Pearson control Correlat ion Sig. (2tailed) N Enjoyment Pearson Correlat ion Sig. (2tailed) N Voluntarine Pearson ss Correlat ion Sig. (2tailed) N
.187**
1
.096* .098* -.086
.117** .098
-.028
*
.000 499 .121**
.032 499 .096*
.029
.054
.009 .029
.533
499 499 1 -.024
499 * .096
499 499 .326** .140
499 -.109*
.032
.000 .002
.015
.597
**
.007
.032
499 -.016
499 .098*
499 -.024
499 499 1 .104*
499 499 -.036 .042
499 .175**
.727
.029
.597
.021
.426 .353
.000
499 -.115*
499 -.086
.010
.054
499 .259**
499 .117**
.000
.009
.000
499 .036
499 .098*
499 .140**
.425
.029
.002
499 -.038
499 -.028
499 499 * -.096 .104*
.032
499 1
.021
499 499 499 ** .326 -.036 -.032
.426
499 -.032
499 .056
499 .279**
.478 .208
.000
499 499 1 .007
499 -.056
.873
.214
499 1
499 -.071
.478
499 499 .042 -.056
499 .007
.353
.208
.873
499 499 499 * -.109 .175** .279*
499 -.056
*
.111 499 .071
.402
.533
.015
.000
.000
.214 .111
499
499
499
499
499
499
499
499 1
499 121
Table 8.1: Correlation analysis between the major constructs for technology acceptance across household types **. Correlation is significant at the 0.01 level (2-tailed). *. Correlation is significant at the 0.05 level (2-tailed).
The above table describes correlation between various TAM factors. Positive correlations were reported between Perceived usefulness, ease of use, computer efficacy, and external control. Ease of use factor had a positive correlation with computer efficacy, playfulness, external control, and enjoyment. Efficacy had a positive correlation with perceived usefulness, ease of use, external control, and enjoyment. Playfulness had a positive correlation with ease of use, computer anxiety, and voluntariness. Anxiety reported a positive correlation with voluntariness. The findings suggest that acceptance of e-governance services is affected by individual’s perceptions about technology. The major factors relevant for technology use are perceived usefulness of technology, ease of use (convenience), whether technology facilitates better interaction with service providers, comfort level with e-governance websites, and confidence in ones’ capabilities in using eservices. Individual apprehensions, anxieties, and lack of trust with e-governance websites were important factors. Relationships between some factors were reported to be negative. For example, relationship between perceived usefulness and anxiety was negative; between efficacy and anxiety was negative; voluntariness and efficacy was negative. This suggests that comfort level with technology affects individuals’ usage patterns. Computer and Internet literacy, frequent use of technology for various activities like browsing and reading information, and use of computers in daily life can reduce anxiety and distrust. The research findings support earlier researches which suggest that frequent interaction and use of e-commerce services can reduce anxiety towards technology (Bhatnagar and Ghose, 2004; Demangeot and Broderick, 2007; Ha and Stoel, 2009). The findings suggest that perceived usefulness and ease of use are important in encouraging individuals to use ecommerce services (Martı´nez-Lo´pez et al. 2005; Bigne´-Alcan˜ iz et al. 2008). Drawing from earlier researches, it can be interpreted that satisfaction and frequent use of e-commerce websites was affected by their risk perceptions like security in online transactions, customer 122
support services, and website interface (Lee and Lin, 2005; Kim et al. 2008). Anxiety and lack of computer literacy could be understood as major impediments to perception about ease of use and perceived usefulness. The second set of correlation analysis was administered between User Resistance factors.
User resistance
Correlations User Perceived Organizationa resistance value colleague l support 1 -.056 -.056 -.400**
Pearson Correlation Sig. (2-tailed) .208 .216 N 499 499 499 Perceived value Pearson -.056 1 -.072 Correlation Sig. (2-tailed) .208 .106 N 499 499 499 colleague Pearson -.056 -.072 1 Correlation Sig. (2-tailed) .216 .106 N 499 499 499 ** Organizational Pearson -.400 .086 .124** support Correlation Sig. (2-tailed) .000 .055 .006 N 499 499 499 Table 8.2: Results of Correlation Analysis between User Resistance Factors **. Correlation is significant at the 0.01 level (2-tailed).
.000 499 .086 .055 499 .124** .006 499 1
499
The results indicate positive correlation between organizational support and colleagues. For other factors there was no correlation reported. These findings are interesting as it suggests that institutional framework and structure can play an important role in overcoming individual’s resistance towards technology use. Adoption of technology can be affected by support provided by others in the system. Organizational support pertains to systems, interface models, and imparting training for boosting employee confidence in e-commerce. The findings are in line with other studies that suggest role of colleagues in technology adoption (Postmes et al. 2005) and human element in mass communication services (Andrew
123
and Boyle, 2008). For encouraging people to adopt technology it becomes necessary to create right infrastructure. Two sets of regression analysis were administered to the data. In the first regression analysis (Table 8.3), User resistance factors were taken as independent factors and their relationship on behavioral intention was studied. The results are illustrated in the subsequent tables, i.e. 8.3; 8.4; and 8.5.
Model 1 2 3
R .380a .416b .426c
Adjusted R Std. Error of R Square Square the Estimate Durbin-Watson .145 .143 1.39682 .173 .169 1.37506 .182 .177 1.36891 1.779 Table 8.3: Model Summaryd
a. Predictors: (Constant), anxiety b. Predictors: (Constant), anxiety, social norm c. Predictors: (Constant), anxiety, social norm, external control d. Dependent Variable: behavioral intention
Model 1 Regression Residual Total 2 Regression Residual Total 3 Regression Residual Total
Sum of Squares df Mean Square 164.088 1 164.088 969.704 497 1.951 1133.792 498 195.954 2 97.977 937.838 496 1.891 1133.792 498 206.211 3 68.737 927.581 495 1.874 1133.792 498 Table 8.4: Analysis with ANOVAd
F 84.099
Sig. .000a
51.818
.000b
36.681
.000c
a. Predictors: (Constant), anxiety b. Predictors: (Constant), anxiety, social norm c. Predictors: (Constant), anxiety, social norm, external control d. Dependent Variable: behavioral intention
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Unstandardized Standardized Coefficients Coefficients Std. B Error Beta t 9.193 .448 20.537 -.288 .031 -.380 -9.171 7.562 .593 12.743 -.256 .032 -.339 -8.050 .184 .045 .173 4.105 7.015 .635 11.041 -.256 .032 -.338 -8.080 .171 .045 .161 3.824 .083 .036 .096 2.340
Collinearity Statistics Toleranc e VIF
Model Sig. 1 (Constant) .000 anxiety .000 1.000 2 (Constant) .000 anxiety .000 .942 Social norm .000 .942 3 (Constant) .000 anxiety .000 .942 Social norm .000 .929 External .020 .985 control Table 8.5: Coefficients for regression analysis of technology acceptancea
1.000 1.062 1.062 1.062 1.076 1.015
a. Dependent Variable: behavioral intention. Stepwise regression analysis revealed that acceptance of technology and use was affected by computer anxiety, social norm, and external control. In first model, anxiety affected 14.5 percent of behavioral intention. The β value for anxiety was negative and suggests that if computer related anxiety was reduced, there was likelihood that people would be willing to use technology for e-governance services. Martı8´nez-Lo´pez et al. (2005) discusses the role of website features in instilling confidence in using e-commerce websites. Similar interpretations can be drawn. In the second model, social norm and anxiety affected 17.3 percent of behavior. The β value for anxiety was negative and for social norm it was positive. The results indicate that social norms can be important predictor to adoption of e-governance services.
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Fig. 8.1: Technology acceptance model
The findings are similar to other researches which highlight importance of social and group norms in adoption of online services (Koo et al. 2008; Liao and Shi, 2009; Christodoulides and Michaelidou, 2010). External control was introduced in the third regression model. The results indicate that all the three factors affect 18.2 percent of behavioral intention. It appears that major reason for using e-governance was external control and others using similar services. Anxiety was the most important factor and therefore measures should be taken to reduce anxiety and distrust. The second set of regression analysis was administered to understand influence of TAM and User resistance factors and on behavioral intention (Tables 8.6; 8.7; and 8.8).
Model 1
R .478a
Adjusted R Std. Error of the R Square Square Estimate Durbin-Watson .228 .208 1.34302 1.902 Table 8.6: Model Summaryb
a. Predictors: (Constant), organizational support, voluntariness, perceived usefulness, enjoyment, perceived value, colleague, ease of use, efficacy, playfulness, social norm, anxiety, external control, user resistance b. Dependent Variable: behavioral intention
126
Model 1 Regression Residual Total
Sum of Squares df Mean Square F Sig. 258.990 13 19.922 11.045 .000a 874.801 485 1.804 1133.792 498 Table 8.7: Model Summaryb a. Predictors: (Constant), organizational support, voluntariness, perceived usefulness, enjoyment, perceived value, colleague, ease of use, efficacy, playfulness, social norm, anxiety, external control, user resistance b. Dependent Variable: behavioral intention
Model 1
Unstandardized Coefficients Std. B Error
Standardized Coefficients Beta
t
(Constant) Perceived use Ease of use efficacy playfulness
5.771 .108 -.002 .011 -.069
1.201 .060 .048 .044 .046
.077 -.002 .012 -.063
anxiety
-.259
.033
-.342
.075
.039
.068 -.015 .128 .056
.055 .038 .046 .033
.051 -.018 .120 .082
-.152
.055
-.113
.085 .121
.050 .040
External control enjoy voluntariness Social norm User resistance Perceived value colleague Organizational support
4.805 1.798 -.047 .246 1.487
Sig. .000 .073 .962 .806 .138
Collinearity Statistics Toleran ce VIF .877 .920 .660 .887
1.140 1.087 1.515 1.127
.860
1.162
.810
1.235
1.232 .218 -.407 .684 2.796 .005** 1.661 .097
.947 .861 .857 .645
1.056 1.161 1.167 1.551
- .006** 2.761 .072 1.726 .085 .136 3.010 .003**
.950
1.053
.906 .774
1.104 1.291
- .000** 7.957 .086 1.934 .054
Table 8.8: Model Summaryb a. Dependent Variable: behavioral intention **significant at .001 level
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The results indicate that computer anxiety, social norm, perceived value associated with service and organizational support were important predictors to behavioral intention to use egovernance services. These four factors contribute to around 22.8 percent of behavior.
Fig 8.2: Connecting Technology Acceptance to User Resistance The findings clearly indicate that willingness to use e-governance services was affected by organizational/institutional support, social and group norms, perceived value from using such services, and computer related anxiety. Therefore strengthening e-governance features, website layout, improving customer support services, and transaction related features can help in improving overall perception towards e-governance services. It would help in creating an environment where individual is willing to use such services. Having right kind of support mechanism would instill confidence and reduce distrust. The findings can be related with Lee and Lin’s (2005) research which suggests that website design, reliability, responsiveness and trust affect online service use and satisfaction. To improve individuals’ perceptions about egovernance services, websites should incorporate features that address trustworthiness, reliability, and responsiveness dimensions. Similarly, Liu et al. (2008) discuss importance of information quality, website design, merchandise attributes, transaction capability, security/privacy, payment, delivery, and service in predicting behavioral intention.
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Further, the linkages of behavioral intention with use, was investigated, using multinomial logistic regression. The findings are illustrated below.
Model Fitting Criteria
Likelihood Ratio Tests
-2 Log
Chi-
Likelihood
Square
Model
AIC
BIC
Intercept Only
52.463
60.025
48.463
Final
64.058
124.550
32.058
df
16.405
Sig.
14
.289
Table 8.9: Model Fitting Information It was observed that there was not high statistical significance of how behavioral intention predicts actual usage. Only 53 percent of the usage dimensions were correctly predicted. Thus, even if intention to use is there, it may not always be converted into actual usage of the services. The dimensions which explain behavioral intention, may again play a role in the lowering of actual usage. Further to understand if any differences existed between individuals with different educational qualifications, household types and apartment ownership, three sets of ANOVA were administered. The results shown in Table 7.10 discuss the differences among individuals based on their educational qualifications.
Perceived usefulness
Ease of use
Efficacy
Playfulness
Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups
Sum of Squares 14.129
df 5
Mean Square 2.826
556.625 570.754 6.998
493 498 5
1.129
830.112 837.110 32.056
493 498 5
1.684
1397.087 1429.142 2.681
493 498 5
2.834
1.400
6.411
.536
F 2.503
Sig. .030*
.831
.528
2.262
.047*
.281
.924
129
Anxiety
Enjoyment
Social norm
Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total
942.445 945.126 18.501
493 498 5
1.912
1964.769 1983.271 17.110
493 498 5
3.985
605.311 622.421 15.790
493 498 5
1.228
988.198 1003.988
493 498
2.004
3.700
3.422
3.158
.928
.462
2.787
.017*
1.575
.165
Table 8.10: ANOVA between Different Educational Categories/Qualification *significant at .05 level The results indicate that individuals with different educational background and qualification differed in their perception acceptance to technology factors. The differences were reported for perceived usefulness, efficacy, and enjoyment factors. The findings suggest that individuals’ attitude towards these dimensions was affected by their understanding of technology and comfort in using it for using online services. Education is likely to have an impact on individuals’ orientation and acceptance of technology. People with high educational qualification are likely to exhibit traits of being comfortable with technology. The perceived usefulness, confidence with technology use, and enjoyment clearly relates with these perceptions. The F= 2.503; 498, p=.047 and is significant at .05 level for perceived usefulness, F=2.262, 498, p=.047 and is significant at .05 level for efficacy, and F=2.787, 498, p=.017 for enjoyment factor. Individuals with high educational levels are likely to seek enjoyment, perceive e-governance services as being useful in accessing information and derive confidence from its acceptance. This indicates that higher educational qualification is important in affecting perceptions related to usage. People move from just basic e-service use to more complex use scenarios based on their ability to understand technology which is largely affected by educational background. People with higher educational qualification are likely to be adept in using e-governance and view infomediaries favorably.
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In the second ANOVA test, differences between household types were studied. The results (Table 8.11) indicate that households differed on playfulness, efficacy, and social norm factors of TAM.
Perceived usefulness
Ease of use
Efficacy
Playfulness
Anxiety
Enjoyment
Social norm
Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total
Sum of Squares 3.149
Mean Square 1.050
df 3
567.604 570.754 3.796
495 498 3
1.147
833.314 837.110 41.730
495 498 3
1.683
1387.412 1429.142 43.419
495 498 3
901.707 945.126 29.079
495 498 3
1.822
1954.192 1983.271 6.624
495 498 3
3.948
615.797 622.421 20.953
495 498 3
1.244
983.035 1003.988
495 498
1.986
1.265
13.910
F .915
Sig. .433
.752
.522
4.963
.002**
7.945
.000**
2.455
.062
1.775
.151
3.517
.015*
2.803 14.473
9.693
2.208
6.984
Table 8.11: ANOVA between different Household types *significant at .05 level **significant at .01 level
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The results indicate that there exists difference among different households in their perception towards e-governance services. People in different income bracket are likely to view technology in different ways and accordingly interpret its relevance in their life. People in higher income groups are likely to be more confident in using technology than people in lower income categories. This can be related with exposure with latest technology and eservices. Acceptance and use are likely to be affected by one’s exposure to technological innovations and frequent usage of e-services and e-commerce. People in lower income groups are affected by social norms and would be willing to accept e-governance services if others in their social class or peer group are using similar services. The third ANOVA analysis was administered, on respondents owning different sizes of houses or apartments (Table 8.12).
Perceived usefulness
Ease of use
Efficacy
Playfulness
Anxiety
Enjoyment
Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total Between Groups Within Groups Total
Sum of Squares 3.916
df 5
Mean Square .783
559.999 563.915 12.669
487 492 5
1.150
814.098 826.767 79.064
487 492 5
1.672
1328.944 1408.008 49.627
487 492 5
2.729
876.665 926.292 42.963
487 492 5
1.800
1920.380 1963.343 21.942
487 492 5
3.943
589.076 611.018
487 492
1.210
2.534
15.813
9.925
8.593
4.388
F .681
Sig. .638
1.516
.183
5.795
.000**
5.514
.000**
2.179
.055
3.628
.003*
132
Social norm
Between Groups Within Groups Total
21.272
5
4.254
924.761 946.032
487 492
1.899
2.240
.049*
Table 8.12: ANOVA between different Apartment Ownership
*significant at .05 level **significant at .01 level The results indicate that there exists difference among different apartment owners in their perception towards e-governance services. They differ in their perception with reference to efficacy, playfulness, enjoyment, and social norm factors. Apartment ownership also reflects income, education, and social status in society. Perception of e-governance service is affected by looking at its use in their daily life and they are likely to be more confident in using technology than people in lower income categories.
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9. Mapping findings to practice
9.1 Exploring the infomediary models for e-governance The recent work on e-governance represents a shift from government to governance in India. This shift reflects across a range of policy documents and government reports. The National Human Development Report (2001) report published by Government of India emphasized the importance of good governance for sustainable development. According to Choudhary (2007), the government has encouraged the incorporation of e-governance practices with respect to citizen centric requirements. The usage of e-governance services to meet out the daily demands of the citizens has now become a crucial requirement which is in turn needs to be promoted by the government. In the line of the above statement, Jayal (2001) identified six models of governance which came into limelight after economic liberalization in 1991. As per his opinion, these models will serve as an alternative models or way outs to the existing e-governance practices. The first model, based on the theme of cutting down the public expenditures with a low disinvestment in a particular state. However, other problems related to the proper utilization of the governance services again acted as a severe challenge for its implementation. The second model emphasized on the social development and importance of the e-governance services which is termed as the new social movements of the respective states. This model on one hand, condemns the governance with respect to the developmental activities and on the other hand it discusses about the citizen-centric participation. The third model explains the position of dalits or the minorities group, which focuses on their upliftment and provision of services to them. The fourth model is based on the franchise concept for providing various governance services to the citizens. It focuses on the activities and contributions by the nongovernmental organizations (NGOs) to be held responsible for the development of the respective states. The fifth model revolves around the partnership between the government and the citizens for the delivery of different government services. The sixth delivers on the bases of the amendments made by the constitution (73rd and 74th).
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Further, users generally benefit from an infomediary model like they might get free access to different online available services in lieu of providing detailed information related to their surfing and online shopping.
Wen, Chen & Hwang (2001) classified infomediaries into eight business models which have been explained as follows:
Brokerage Model: The term brokers can be termed as the mediators who bring buyers and sellers together and initiate the transactions between them, for which he charges fees depending upon the nature of the transaction. The transactions carried on between them can be through business to business (B2B), business to consumer (B2C), or consumer to consumer (C2C) infomediary models. An example can be eTrade (www.eTrade com). It is an online platform to facilitate financial brokerage for customers to buy, sell and conclude their financial deals. Another is World Chemical Exchange (www.ChemConnect.com). It is predominantly based on the B2B, B2C or C2C model.
Retail Model: The term used for online retailer is e-tailers. They are also discussed as the online wholesalers and retailers of goods and services. Auction of various goods is one of the ways to carry on sales with some unique features which are otherwise not present in traditional approaches. For example eToys (eToys.com), a business of toys which is operated through web. Lands’ End (Landsend.com), a company that deals in catalogs traditionally, but now operates through online mode. It can prove to be an asset if used effectively.
Mall Model: This model can simply be explained as the online version of a mall which otherwise functions manually. The online mall produces a lot many online dealers who charge for setup, monthly listings and transaction fees which differ with every transaction incurred. The formulation of a portal is very necessary for a successful emall. The effectiveness of the relationship marketing is very important. The appropriate example can be Yahoo! Shopping (Shopping.Yahoo.com) which is an online shopping mall. It facilitates the customers with shopping just on a single site 135
with a good number of visitors every day. Another example is the zShops (zShops.com), which is again an online mall, which enables tracking of orders and brings merchants and buyers together for financial settlements and assurance. It helps customers by giving them satisfactory services.
Advertising Model: This model is purely related to advertising of various things. It can be termed as an extended version of traditional media broadcasting model, in which, a website acts as a broadcaster (content creator or distributor of content) which may or may not be free and other services like emails, chat forums etc. These are further mixed with advertising messages presented in the form of banner ads, a major source of revenue. Another feature of the advertising model is that it works only when there id large traffic on the website. For example, Yahoo! (Yahoo.com) which evidences a high volume of traffic and is driven by diversified services. It is required that a website should have high volume of traffic because it generates profits and promotes further diversification of the site. Free Merchant (FreeMerchant.com) promotes free services for the online site visitors as freebies provide high traffic volume to the website.
Subscription Model: The name suggests that this model is based on the subscription services which are paid by the users for the access of the website. The content provided by such sites is of high value. At times, these content driven websites are combined with the concept of free users to increase their revenue. Quote.com (www.Quote.com) is one of the examples of such websites which sells investment information and charges subscription fees. ESPN SportsZone (espnnet.sportszone.com) provides sports related information and charges subscription fees from the visitors.
Community Model: the successful functioning of this model is based on the theme of loyalty between users and visitors of this model. This is because of high investment of time and emotional aspect connected to it. Users/visitors of the site do contribute in the selection and formation of the website content, for which subscription fees is also charged for premium services. The example for this model is Family Radio (FamilyRadio.com). It is a Christian radio station site which has been created by the community of users and is supported by voluntary donations. Guru (Guru.com) is a site 136
which provides information to its users based on the professional experiences of the people, almost similar to a forum. The staff used for the above mentioned purpose may be the volunteer experts.
Manufacturer Model: This model focuses on the elimination of wholesaler and retailers to provide online services to their customers. They try to reach buyers directly to know their requirements and provide them services accordingly. It further aims to incorporate the cost efficiency aspect with improved customer service along with their preferences. For example, Micron (www.micron.com), who sells its products directly to the prospective customers without the role of an intermediary because of which the distribution costs narrows down to zero. Flowerbud (Flowerbud.com), a website for flower lovers, provides the delivery of flowers to the clients directly without the involvement of the wholesalers and retailers.
Customization Model: The name itself explains the meaning of this model which is to provide customized services to the customers or visitors of the website. This enables the websites to meet the preferences of their visitors and providing them the customized information. Examples includes My.Netscape (My.Netscape.com) is a customized portal for content and interface. It further inculcates the loyalty from user’s end. The volume of the traffic on the postal decides for its profitability. Intelligent Agents (BargainFinder.com) is another example that offers solution to the user’s problems along with the lessons taken from the past user behavior for further enrichment.
The exploration of e-governance services reached on a level when Government of India approved the National e-Governance Plan (NeGP) in May 2006. This plan further adopted a comprehensive approach along with 27 mission mode projects and 8 components to justify egovernance initiatives in India. Apart from the above mentioned initiatives taken by NeGP to improve the process of public services delivery, it also deals with some other issues related to governance viz; public-private partnership model which further implies the involvement of the private sectors which facilitate the implementation of NeGP initiatives covered under NeGP.
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Infomediary services are often provided by different separate models or a combination of more than one models. A noteworthy contribution by Government to Citizens (G2C) and Citizens to Government (C2G) includes services like registration of birth and death, information availability under RTI, online booking of train tickets under municipal corporation of Delhi through web based online payment system. Another set of models Government to Business (G2B), Business to Government (B2G), Government to Citizens (G2C) and Citizens to Government (C2G) facilitates online filing of Property Tax; Health Trade / Veterinary / Trade / Storage Licenses; Horticulture department; Community Service Department; real estate services like Building Plan Sanction, services related to Police complaints etc. under municipal corporation of Delhi through web based online payment system. Government to Citizens (G2C) model of infomediary offers Citizen Information Services; MCD Citizens GIS under Municipal Corporation of Delhi through web based online payment system followed by Web based Geographical information systems application. Another set of services provided by Government to Citizens (G2C) and Citizens to Government (C2G) involves Municipal Corporation of Delhi & Delhi Traffic Police in Facebook under Public organization (Municipal Corporation of Delhi, Delhi Traffic Police) through Web based application for citizens in service delivery (garbage collection & streamlining traffic). Business to Business (B2B) and Business to Citizens (B2C) models provide services like Justdial, Yellow Pages under private firms through Mobile and Internet based enquiry services. They also facilitate online shopping services on Flipkart, Myntra under private firms through web based one way ecommerce for goods. Citizen to Business (C2B), Business to Business (B2B) and Business to Citizens (B2C) enable online transactions on ebay, tradus, Zintro, MindBench, Naukri etc. for different kinds of goods under private firms though Web based two way ecommerce of goods. Another group of infomediary models i.e. Citizen to Business (C2B), Business to Business (B2B), Business to Citizens (B2C) and Citizen to Citizen (C2C) encourages services like GoDaddy, BharatMatrimony, Online Banking portals (SBI) under private firms though Web based two way ecommerce of goods. NGOs to Citizens (N2C) and Citizens to NGOs (C2N) infomediary models provided services like GOONJ, Maitri under non-governmental organizations and public charitable trusts through Web based information dissemination and two-way interactions with people. Lastly, Hybrid as an infomediary model facilitated services like Facebook, Youtube, OLX under private firms through web based applications where many stake-holders like citizens, government and businesses contribute content at the same time. 138
However, what needs to be identified is which e-governance services these infomediaries should facilitate and focus upon. Based on the findings of the exploratory survey conducted for the exploration of e-governance services the list of the highly important e-governance services for the citizens have been produced below. These services were the intersection of the commonality of having high perceived importance across all the household types separately and also at the aggregate level. These services were further segregated which has been discussed in the subsequent section in this report. Diploma in Technical Education (DDTE): Diploma in Technical education is provided by Department of Training and Technical Education-Government of NCT of Delhi. The vision is to generate the manpower which is highly competent and matches global standards. The aim is to provide good quality technical education with governed standards. Other online services offered are online registration, filling of choices, admission, processing of information, seat allocation, generation of MIS and reports.
Delhi Technological University (DDTU): Delhi Technological University offers various online services like registration, filling of choices, admission, processing of information, seat allocation, generation of MIS and reports related to following programs B Tech, M Tech, MBA and Ph.D. The vision is to empower India with intellectual manpower by becoming a world class platform for students.
e-Pramanpatra (DCR): e-Pramanpatra is a portal enabled by Government of NCT of Delhi to provide various certificate related services to the citizens. It provides online submission of application for issuance, status report of generation, generic query facility by FAQs for issuance, and printing for different services like marriage Registration Information System, Payroll Information System, File & Letter Monitoring System,
Land Records Computerisation , Bhagidari Videos Conferencing Monitoring
System and General / Assembly Elections Management Systemetc.
Delhi Property Registration (DPR): Delhi Property Registration facilitates the formulation of documents like sale deed during sale and purchase of property by citizens in India, services related to will, conveyance deed, gift deeds in case property 139
is required to be gifted, share certificates. Online valuation of property, photograph capturing and storage, finalization of deed by State Revenue Officer, security check (biometric thumb and eye scan) under Delhi Online Information System-National Informatics Centre.
Delhi Rajdhani Power Limited (DRPL): Delhi Rajdhani Power Limited targets to be one of the most preferred authenticated companies to provide public utility services. It aims to provide uninterrupted, affordable, quality, reliable, safe and clean power supply to the customers through online application form download and submission for new electricity connection, increase and decrease in load upto 10KW for domestic consumption, status report generation etc. under Bombay Suburban Electric Supply Rajdhani Power Limited (e-Monitoring Service Level Agreement)- Government of NCT of Delhi. Delhi Yamuna Power Limited (DYPL): Delhi Yamuna Power Limited facilitates the delivery of reliable and quality products with respect to electricity/power supply to the customers at competitive prices. It fosters safety and prompt customer care services with high growth with the highest levels of productivity through online application form download and submission for new electricity connection, increase and decrease in load upto 10KW for domestic consumption, status report generation etc. under Bombay Suburban Electric Supply Yamuna Power Limited (e-Monitoring Service Level Agreement)- Government of NCT of Delhi.
Delhi Jal board (DJB): Delhi Jal Board aims to meet out the water needs of the people residing in Delhi. It provides augmented filtered water supply to the people living in Delhi with an assured provision of 50 gallons per capita per day. It also caters water treatment stations plants, booster pumping for the residents. Further, it provides online application form download and submission for new water connection, mutation of water connection, disconnection of water connection under Delhi Jal Board (eMonitoring Service Level Agreement)- Government of NCT of Delhi.
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Delhi Police Services (DPS): Delhi Police Services functioning in Delhi promises safety of residents residing in the capital city. It offers services like missing children, missing persons, un-identified children found, un-identified persons found, un-identified dead bodies, stolen vehicle search, unclaimed vehicle search, SMS service of Delhi police etc. Apart from the above mentioned services, it also provides online issuance of performance licenses in a licensed premise, title verification for publication in magazines, newspapers, journals etc., registration of eating house, issue of video game parlor license under Delhi Police (e-Monitoring Service Level Agreement)- Government of NCT of Delhi.
Directorate of Education (DDROE): Directorate of Education facilitates engagement of teachers on contractual basis, online complaint system, school review information, addresses FAQs by parents, OTBA reading material (urdu), support material on PSA, employment of TGT support, submission of unrecognized schools, guidance on syllabus etc. Online application form download and submission for recognition of private school under Directorate of Education (e-Monitoring Service Level Agreement) - Government of NCT of Delhi.
Directorate of Employment (DES): Directorate of Employment provides services related to employment like detailed employment manual, validation of existing data, registartions, login details for job seekers, It supports online application form download and submission for registration of job seekers, employment exchange for job seekers, updation/deletion of educational qualifications, notification of vacancies by the employers covered/not covered under CNV Act, sponsoring of job seekers for notified vacancies, sponsorship for short term/daily wage jobs under Directorate of Employment (e-Monitoring Service Level Agreement) - Government of NCT of Delhi.
Food Supplies and Consumer Affairs (DRCS): Food Supplies and Consumer Affairs facilitate services like regulation of production, proper supply and distribution of trade and commerce related supply of food, availability of food a fair prices to the citizens. Apart from the above, it offers other services like online application form download and submission for issuance of ration card(APL)/duplicate ration card, addition/deletion of 141
members in the ration card, change in head of family/residential address under Food Supplies and Consumer Affairs (e-Monitoring Service Level Agreement) - Government of NCT of Delhi. Department of Labour (DLD): Department of Labour focuses and puts its concentration on the working conditions provided to the employees. It also includes good quality of life for workers, to eliminate child labour, to strengthen labour laws, etc. Further, it facilitates online application form download and submission for registration of shops and establishment, registration of construction workers, death/funeral benefits etc. under Labour Department (e-Monitoring Service Level Agreement) - Government of NCT of Delhi.
Delhi Municipal Corporation (DMC): Delhi Municipal Corporation provides civic services to rural and urban villages, regularization of unauthorized colonies, slum/quarter settlements, resettlement of colonies etc. It also offers services like online application form download and submission for issuance of birth/death certificate, park booking, community hall booking, issue/renewal of factory license, issue of general/health trade license under Municipal Corporation of Delhi (e-Monitoring Service Level Agreement) Government of NCT of Delhi.
New Delhi Power Limited (NDPL): New Delhi Power Limited enables services like electricity connection related services, complaint management services ie. Registration of complaints, escalation of complain, bill payment services, customer information center etc. It also offers services like online application form download and submission for new electricity connection (domestic), load increase/decrease up to 10KW of sanctioned load for domestic consumers under New Delhi Power Limited (e-Monitoring Service Level Agreement) - Government of NCT of Delhi.
Delhi Transport Services (DTS): Delhi Transport Services provides services related to public transport like online application form download and submission for issuance/renewal of permanent driving license, issuance of learner’s driving license, 142
issuance of registration certificate of vehicle, transfer of ownership of vehicle, issuance of certificate of vehicle fitness/second copy of driving license/second copy of registration certificate/international driving license for Delhi and other state, temporary registration of vehicle, issue of fresh route permit, renewal of route permit, duplicate of route permit, issue of fresh national permit, renewal of national permit, duplicate of national permit, addition/deletion of hypothecation etc. under Transport, GNCTD (eMonitoring Service Level Agreement) - Government of NCT of Delhi.
Khatauni Entry (DKE): Khatauni Entry provides services related to Delhi Land Records like information regarding price of land, land availability, transfer procedures, land registration etc. It further offers, online application form download and submission for services related to khatauni entry (online access and submission of information for Delhi Land Records) under Government of Delhi.
National Land Records Modernization Programme (NLRMP): This programme has been started by Government of India with the objective of transformation of land records like management of land records, minimisation of property disputes, increased transparency etc. it provides online application form download and submission for services related to land verification and authentication under the National Land Records Modernization Programme (NLRMP), Government of Delhi.
Delhi Record of Rights Services (DROR): Delhi Record of Rights Services provides services like online application form download and submission for records of rights, nakal of ROR (paratsarkar), copy of khasragirdawari, verification of nakal of ROR, web based ROR query service, copy of sairaakash(cadastral map), copy of mutation order, collector rates of property, stamp duty calculations, deeds writing, buyers/sellers photographs capturing, registration of property deeds, issuance of copy of registered deed/mutation notice, information on registered deeds, property dealer registration) under the National Land Records Modernization Programme (NLRMP), Government of Delhi.
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Delhi Public Grievance Redressal System (DPGRS): Delhi Public Grievance Redressal System enables different services guidelines for redressal of public grievances. It also provides online support mechanisam for the same which includes online application form download and submission monitoring/management of grievances, Lok Shikayat Nieshalaya monitoring system of grievances for citizens of Delhi under Public Grievance Redressal System- Government of Delhi.
These e-governance services should be targeted, for the initial phase whereby infomediaries would be set up for enabling e-governance. Grouping of services based on the need they address, may be a good option to provide a holistic experience during service encounter.
9.2
Feedback from stakeholders on the findings
The results and findings were further verified by taking the feedback from expert stakeholders. Feedback was sought from the consultants who implement e-governance services for the government at the ground level. The collective feedback of the group of consultants, have been incorporated in this section. 9.2.1 Challenges in e-governance implementation from the Government’s perspective From an implementer’s perspective there are several issues in e-governance implementation that must be kept in mind in order to ensure success of an e-governance initiative. Probably, the single most and biggest challenge of deploying e-governance is change management. Almost all implementers and drivers of e-governance initiatives subscribe to this view. Change management encompasses not only the cultural change but also the change of operations, processes and workflow that the automated environment introduces. The key challenges with electronic governance are not technology or internet issues but organizational issues such as: Redefining rules and procedures Information transparency 144
Legal issues Infrastructure, Skill and awareness Access to right information Interdepartmental collaboration Tendency to resist the change in work culture Based on inputs from NIC (National Informatics Centre) officials, some of the challenges which are specific to India are: 1. Lack of Integrated Services: Most of the e-governance services being offered by state or central governments are not integrated. This can mainly be attributed to Lack of Communication between different Departments. So the information that resides with one department has no or very little meaning to some other department of Government. 2. Lack of Key Persons: e-governance projects lack key persons, not only from technological aspect, but from other aspects as well. 3. Population: This is probably the biggest challenge. Apart from being an asset to the country one of the major challenges is measuring the population, keeping the database of all Indian nationals and keeping it updated. 4. Different Languages: A challenge due to the diversity of the country. It enforces need to do governance (up to certain level), in local languages. Ensuring e-governance in local language is a big task to achieve. Addressing these challenges may facilitate a better scope for the adoption of e-governance services, not from the user or consumer’s perspective but from the service delivery perspective. 9.2.2 Potential barriers in the implementation of e-governance There are large numbers of other potential barriers in the implementation of e-governance. Some hindrances in the path of implementation are: Trust
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The implementation of public administration functions via e-government requires the presence of two dimensions of trust. The first is that the user must be confident, comfortable and must have faith in the tool or technology with which he or she will interact. The second dimension of trust pertains to trust of the government. There has to be a balance between ensuring that a system prevents fraudulent transactions and the burden that extensive checks can take place on people who are honest. Privacy, Security and Transparency Governments collect vast quantities of data from the citizens through daily interactions. With the implementation of e-government projects, effective measures must be taken to protect sensitive personal information. A lack of clear security standards and protocols can limit the development of projects that contain sensitive information such as income, medical history etc. Security must be addressed in the design phase, by designing applications that integrate privacy protections, as any breach in security can completely destroy the trust of the public in the government. Without the trust factor, the public who may already be sceptical of using technology may avoid the use of online services especially where detailed personal information is required. Hence, it is of utmost importance that the government officials be educated and trained on the importance of privacy. Further the access to personally identifiable information must be limited to very few senior and responsible officials. From a security perspective and as a matter of practice, systems should be continually assessed to ensure that security precautions are being implemented and a backup of the data is being kept regularly, with the backups being stored in a separate and safe location. Most citizens do not understand how government decisions are made. This clear lack of transparency prevents the public from actively participating in e-government activities such as providing feedbacks about an existing process and possible suggestions for improving the existing system. Possible ways of integrating transparency in the system could involve posting the rules, regulations and
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requirements for government services online in order to reduce the subjectivity of the system and reform the current processes to simplify the rules and regulations so as to make the system more comprehendible for the general public. Resistance to change The resistance to change phenomenon can explain much of the skepticism that occurs on the part of stakeholders in moving from a paper based to a web-based system for interacting with government. Citizens, employees and businesses can all have their individual choices, but education about the value of the new systems is one step toward reducing some of the existing resistance. It can also be particularly useful to buy into the new system at an early stage in the adoption process. Digital Divide The digital divide refers to the separation that exists between individuals that have access to information technology and those that do not have such access. Though awareness can only help to bring users to that service delivery channel once, it cannot guarantee sustained use of the system unless the system is also designed in such a way as to deliver satisfactory outcome. Work processes have to be simplified to deliver concrete benefits and clear guidelines provided to encourage their use by the actual end users and reduce users’ dependence on intermediaries. Since those without access cannot learn essential computer skills and cannot have access to information that may result in economic benefits, it is imperative to combine access with training. This may be facilitated by providing incentives to the private sector to provide training alongside providing shared access through village / taluka / block-level computer centres or kiosks. Additionally an emphasis on local language can bridge the gap more effectively as the citizens tend to perceive this as the government’s effort to come closer to the public in general. Infrastructure Development and Connectivity One of the teething issues that has a crippling effect on the implementation of egovernment services is the lack of basic infrastructure. At times, even if the 147
government possesses the will to deliver electronic services to the citizens, it is found that lack of an adequate infrastructure prevents the government from immediately deploying the e-government services in a particular region. From a practical perspective the most cited issue is the lack of optimum connectivity (read as internet bandwidth etc.) to the under-served areas that causes a major bottle-neck in the electronic delivery of G2C services. Lack of appropriate service level agreements with vendors i.e., internet service providers (ISPs) and project monitoring mechanism on the part of the government enhances this issue even further. Law and Public Policy In certain scenarios, the implementation of Information Technology and Communications applications by the government may be faced with legal and / or public policy barriers. This must be kept in mind by the e-government implementing agency in order to deal with the future repercussions of the e-government implementation. In order to iron out possible issues in this area, it is necessary that the concerned stakeholders be consulted in order to assess how the extant laws are likely to impede the desired outcome of the implementation. In cases where the existing laws are likely to act as a show-stopper, the laws and regulations to allow electronic filings with the government agencies must be clarified well in advance before an investment is made into the project. Practical measures could also be taken to reform processes and simplify legal procedures (such as introduction of online stamp duty and notarised documents etc.). Data Digitization, Records Management and Interoperability There exists a mammoth volume of legacy data (mostly in hard copy format) that currently needs to be digitized and integrated with the ongoing collection of online data that is being captured as part of the government’s daily interaction with the citizens. This involves a humongous effort to say the least. Adopting common IT standards and IT infrastructure throughout the government not only ensures compatibility but also encourages data sharing and cooperation between government departments. The establishment of a comprehensive information management
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framework can help break the intra-government barriers that currently exist and put the focus on serving citizens more effectively. Education and Marketing E-government services are only helpful if the general public is aware of their existence and if they perceive the value of their utility. Possibly the only way to ensure this from a government’s perspective is to conduct publicity and training campaigns that actively engage the public in the e-government initiatives and to guarantee that the online services are aligned to the actual needs and expectations of the target audience. Therefore, the findings of the current study is in alignment with the practitioner’s viewpoints, and highlight the concerns and addresses the challenges, highlighted in the three phased studies in this project. The exploration through these studies has enabled the team to identify and understand the dynamics of the information ecosystem surrounding e-governance studies and how infomediaries can deliver value to the citizens residing in such dense human settlements in this context. The services identified as being critical and the channels of communication and information would enable the successful implementation of the infomediaries which would deliver the services which are highly valued by the citizens. Further, addressing the concerns of the citizens regarding infomediaries and technology facilitated e-governance services, would enable better acceptance and hence the sustainability of these infomediaries. Addressing these findings would help the government bodies develop better and more effective models of infomediaries, which would deliver better value, to the people residing in the dense human settlements in the National Capital Region of India.
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10. Concluding discussion and practical implications
The current study centers on the viability of information infomediaries for enabling egovernances in the dense human settlements in the National Capital region of India. The present research explores the criticality of the important e-governance services provided by NeGP, their preferred information sources and channels of communication and the extent of sustainability of technology facilitated services like infomediaries. During the exploratory survey, the study focused to explore the awareness, nature, types, and requirements of various e-governance services pertaining to citizens at large. The information ecosystem was explored to get an overview of the current status and needs of the households. The idea was to capture suitable and correct information specifically related to e-governance services as and when desired or required by the citizens. The results of the study highlighted some important points and that gave shape to the final survey. It explained that there is a significant requirement of computer education especially to elderly people and home makers. It has been evidenced that younger generation especially students are more inclined towards using internet through laptops and mobile phones for different available services (more of other online services as compared to e-governance services). Another important observation to be discussed includes the difficulty faced by the elderly people in using internet due to lack of learning with respect to the technicalities attached to computers/laptops/other peripheral devices/different software as compared to the younger population. However, the need for infomediaries was also felt, during the exploratory study as many of the e-governance services could not be availed of, due to a lack of information on how to use them. Based on the observation during exploratory survey, the next phase i.e. final data collection from the target sample of 500 household residing in dense human settlements in National Capital Region was carried out, and the subsequent analysis of the data, the major high priority e-governance services have been identified. Since these services are perceived to have higher importance, infomediaries enabling these services are likely to have higher chances of adoption. Further, since the dominant information sources for e-governance services in general and the high priority e-governance services have also been identified, the 150
information ecosystems surrounding infomediaries for enabling e-governance has been better understood. This will facilitate the communication of the value provided by such infomediaries which will enable these services, and as such should facilitate adoption. The present study would again prove beneficial for the researchers targeting to prioritize the important Government to Citizen (G2C) services based on the specific requirement of the citizens. In the subsequent subsections, an in depth discussion on the findings of the studies would be presented along with insights for practitioners.
10.1 Discussion on the prioritization of e-governance services This study and the analysis of the data for this study have been done in two stages. First the prioritization of preferences for each e-governance service is achieved. The data has been analyzed using theories derived and extended from the Analytic Hierarchy Process. This has brought out the quantified levels of preferences across each household. Analysis has been done both at the aggregate level and at individual household category based on number of rooms. Further, after the prioritization of services, these services have been categorized into more important and relatively less important clusters based on the requirements of the segment being sampled. Cluster analysis has been done to segregate the e-governance services into 2 clusters, namely the high priority ones and the relatively lesser priority ones. The prioritization and the subsequent cluster analysis using K Means method separated the egovernance services based on their perceived importance based on the needs of the households. Infomediaries which would facilitate the sharing of information related to the egovernance services which are in the first cluster, would address the greater needs of the segment being targeted. This segregation has been done at the aggregate level and also at the household category level. It was evident from the analysis that the service prioritization was similar but not same in the three types of apartments. The correlation analysis highlighted that there was statistically a difference of preference in the service prioritization from among these three types of 151
households which were sampled. Sometimes, the difference has a significance exceeding 5% which indicate that the needs of the people and families residing in these apartments are significantly different. This indicates that commonality of requirements is there, although there is a significant difference of needs also at each household, based on demographic dimensions. Especially significant in this context is the difference of requirements, and hence the prioritization of e-governance service categories, of the households residing in 1-2 roomed apartments and 3-4 roomed apartments. However, based on the analysis, it was found that specific e-governance services always were perceived to have higher importance to the overall segment in general and also to the specific three types of households too in particular. These are illustrated in the subsequent table. SN
Service Code
Service domain focus in brief
Domain
1
DDTE
Diploma in Technical Education
Education utilities
2
DDTU
Academics in Delhi Technological University
Education utilities
3
DCR
Delhi Certificates
Occasional utilities
4
DPR
Delhi Property Registration
Occasional utilities
5
DRPL
Delhi Rajdhani Power Limited
Periodical utilities
6
DYPL
Delhi Yamuna Power Limited
Periodical utilities
7
DJB
Delhi Jal Board
Periodical utilities
8
DPS
Delhi Police Service
Social welfare
9
DDROE
Directorate of Education
Education utilities
10
DES
Directorate of Employment
Social welfare
11
DRCS
Food Supplies and Consumer Affairs
Social welfare
12
DLD
Dept. of Labour
Social welfare
13
DMC
Delhi Municipal Corporation
Periodical utilities
14
NDPL
New Delhi Power Limited
Periodical utilities
15
DTS
Delhi Transport Services
Occasional utilities
16
DKE
Khatauni Entries
Property utilities
17
NLRMP
National land records modernization programme
Property utilities
18
DROR
Delhi Records of Rights services
Property utilities
19
DPGRS
Delhi Public Grievance Redressal System
Social welfare 152
Table10.1: Common high priority services across all types of households from Cluster 1 These services have further been grouped, into requirement specific clusters. An infomediary could target a single group and provide the holistic range of services within that. This would enhance service encounter and overall experience. Further, if these service categories are connected to the important G2C e-governance services, which are prioritized by the people delivering these services on behalf of the government, a degree of commonality of the findings is noticed with the existing literature (Kar & Mandal, 2013). In this study, 50 and 51 experts who are responsible for the delivery of e-governance services on the ground, have been contacted and then these service categories have been prioritized based on their perceived importance to the target segment. Issuance of certificates and RTI/Grievance redressal related services appear to be of significant importance in the findings of both the studies. The contextual findings of Kar & Mandal (2013) is illustrated below.
Table 10.2: High priority MMPs across India from the perspective of service providers Infomediaries would have greater chances of adoption and thus create value for the households and people, if they addressed the specific requirements based on apartment type. However, if segment specific implementation becomes difficult, then it would be easier to set up infomediaries focusing on services which are prioritized highly at the aggregate level, and thereby also addresses the commonality of the three types of households which were being evaluated after collecting primary data. Further, a group of services which fulfil a specific type of requirements can be clubbed together and all the services under that group may be facilitated by an infomediary. That would provide a single point of contact for services which may not be directly related or
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provided by the same government institution, but would provide the user a single face through which he would be interacting with the government entities.
10.2 Discussion on the preference elicitation on service channels It was observed that the preferences for receiving information for the listed high priority egovernance services are not that different for the households residing in the three types of apartments. Statistically, the preferences for receiving the information related to these services are similar across the households, whether that is considered at the aggregate level or considered at the individual apartment level. In fact, there is very little deviation of preferences within the segment. Further, the logistic regression model highlighted good fitment in terms of predicting the ranked preferences for market dominated information sources and neutral information sources. Thus, when it comes to assimilation of trigger inputs which affect the decision making of the people (households), these information sources have high level of acceptance among the residents of all the three types of apartments. It was found that on an overall basis, households prefer to collect information from human agencies. In fact, human agencies had the highest aggregate preference level at 73.82%, across all the households and for all the services collectively. This was in line with the findings of the exploratory study whereby it was perceived that the usage of websites was not as easy, for most households to use the information effectively. Thus, it should be beneficial if infomediaries focused on creating liaisons with the people on ground, through which these services may be enabled. This is as households have a very strong preference to use such consulting entities as an information source while addressing needs, which may require interacting with the government and similar representative organizations. Otherwise, it may become difficult for majority of the people to effectively use the services. These service delivery points may be created, which should address the needs of the people in dense human settlements. The nineteen services identified in the previous subsection could be the starting point for this process of reaching out to the households residing in dense human settlements.
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Further, the high degree of correlation among the channel preferences for individual e– Governance services highlight that not much difference is observable between the different household types, when they require and consume information related to these e-governance services. This indicates that socio-economic, economic and demographic factors create less variation in preferences for assimilating information related to the e-governance services. However, during the interviews in the exploratory study, it was understood that people had a very high level of trust on the information obtained from websites of government entities. Despite that these services were not being used effectively by most of the households. Therefore it was necessary to explore whether these websites which provide all the information, are actually usable for the households or not. Further, it was necessary to explore why people cannot use the websites for getting relevant information pertaining to these e-governance services. It was felt that the theories derived from the domain of consumer behavior might be necessary for explaining this gap.
10.3 Discussion on the sustainability of infomediaries From the analysis, it was observed that positive correlations were reported between perceived usefulness, ease of use, computer efficacy, and external control. Ease of use factor had a positive correlation with computer efficacy, playfulness, external control, and enjoyment. Efficacy had a positive correlation with perceived usefulness, ease of use, external control, and enjoyment. Playfulness had a positive correlation with ease of use, computer anxiety, and voluntariness. Anxiety reported a positive correlation with voluntariness. The findings suggest that acceptance of e-governance services is affected by individual’s perceptions about technology. Therefore, the success of infomediaries dependent on technology would again largely depend on the individual’s perceptions on technology and technology facilitated services. The major factors relevant for technology use are perceived usefulness of the technology facilitated/enabled services, ease of use, whether technology facilitates better interaction with service providers, comfort level with e-governance websites, and confidence in ones’ capabilities in using e-services. Individual apprehensions, anxieties, and lack of trust with e155
governance websites were important factors, which often prohibits the usage of the egovernance services among the households residing in the apartments. The relationship between perceived usefulness and anxiety was negative; between efficacy and anxiety was negative; voluntariness and efficacy was negative. This suggests that comfort level with technology affects individuals’ usage patterns. Computer and Internet literacy, frequent use of technology for various activities like browsing and reading information, and use of computers in daily life can reduce anxiety and distrust. The research findings support earlier researches which suggest that frequent interaction and use of e-commerce services can reduce anxiety towards technology (Bhatnagar and Ghose, 2004; Demangeot and Broderick, 2007; Ha and Stoel, 2009). The findings suggest that perceived usefulness and ease of use are important in encouraging individuals to use ecommerce services (Martı´nez-Lo´pez et al. 2005; Bigne-Alcaniz et al. 2008). Drawing from earlier researches, it can be interpreted that satisfaction and frequent use of e-commerce websites was affected by their risk perceptions like security in online transactions, support services, and website interface (Lee and Lin, 2005; Kim et al. 2008). Anxiety and lack of computer literacy could be understood as major impediments to perception about ease of use and perceived usefulness. The analysis also suggests that institutional framework and structure can play an important role in overcoming individual’s resistance towards technology use. Adoption of technology can be affected by support provided by others in the system. Organizational support pertains to systems, interface models, and imparting training for boosting an individual’s confidence in internet driven services. For encouraging people to adopt technology it becomes necessary to create systems as well as right technological and social infrastructure. In this case, system would be a representation of the government and associated entities, which can drive such activities. Regression analysis further revealed that acceptance of technology and use was affected by computer anxiety, social norm, and external control. In first model, anxiety affected 14.5 percent of behavioral intention. The results suggest that if computer related anxiety was reduced, there was likelihood that people would be willing to use technology for egovernance services. Such anxiety may be reduced by reinforcing the security dimensions of 156
these services through the proper information channel, so that the information assimilation happens thereby reducing anxiety. In the second model, social norm and anxiety affected the user’s behavior. The results indicate that social norms can be important predictor to adoption of e-governance services. The findings are similar to other researches which highlight importance of social and group norms in adoption of online services (Koo et al. 2008; Liao and Shi, 2009; Christodoulides and Michaelidou, 2010). External control was introduced in the third regression model. It appears that major reason for using e-governance was external control and others using similar services. Anxiety was the most important factor and therefore measures may be taken to reduce anxiety and distrust. Initiatives like exposure of key decision makers of households to the e-governance services and associated training programs related to usage, may help in lowering anxiety. Further, people who may be physically delivering these services on the ground level, may be brought into the implementation plans to facilitate adoption. The results also indicate that computer anxiety, social norm, perceived value associated with service and organizational support were important predictors to behavioral intention to use egovernance services. The findings clearly indicate that willingness to use e-governance services was affected by organizational/institutional support, social and group norms, perceived value from using such services, and computer related anxiety. Therefore strengthening e-governance features, website layout, improving support services, and transaction related features can help in improving overall perception towards e-governance services. It would help in creating an environment where individual is willing to use such services. Having right kind of support mechanism would instill confidence and reduce distrust. The findings can be related with Lee and Lin’s (2005) research which suggests that website design, reliability, responsiveness and trust affect online service use and satisfaction. To improve individuals’ perceptions about e-governance services, websites should incorporate features that address trustworthiness, reliability, and responsiveness dimensions. Similarly, Liu et al. (2008) discuss importance of information quality, website design, merchandise attributes, transaction capability, security/privacy, payment, delivery, and service in predicting behavioral intention. The analysis with ANOVA indicates that individuals with different educational background and qualification differed in their perception acceptance to technology factors. The differences 157
were reported for perceived usefulness, efficacy, and enjoyment factors. The findings suggest that individuals’ attitude towards these dimensions was affected by their understanding of technology and comfort in using it for using online services. Education is likely to have a positive impact on individuals’ orientation and acceptance of technology. People with high educational qualification are likely to exhibit traits of being comfortable with technology. The perceived usefulness, confidence with technology use, and enjoyment clearly relates with these perceptions. Individuals with high educational levels are likely to seek enjoyment, perceive e-governance services as being useful in accessing information and derive confidence from its acceptance. This indicates that higher educational qualification is important in affecting perceptions related to usage. People move from just basic e-service use to more complex use scenarios based on their ability to understand technology which is largely affected by educational background. People with higher educational qualification are likely to be adept in using e-governance and view infomediaries favorably. The results also indicate that there exists difference among different households in their perception towards e-governance services. People in different income bracket are likely to view technology in different ways and accordingly interpret its relevance in their life. People in higher income groups are likely to be more confident in using technology than people in lower income categories. This can be related with exposure with latest technology and eservices. Acceptance and use are likely to be affected by one’s exposure to technological innovations and frequent usage of e-services (like e-commerce). People in lower income groups are affected by social norms and would be willing to accept e-governance services if others in their social class or peer group are using similar services. The results also indicate that there exists difference among different apartment owners in their perception towards egovernance services. They differ in their perception with reference to efficacy, playfulness, enjoyment, and social norm factors. Nature of apartment ownership also reflects income, education, and social status in society. Perception of e-governance services are affected by looking at its use in their daily life and they are likely to be more confident in using technology than people in lower income categories. These indicate that familiarity with technology and their regular usage would be a major driver in such a scenario, since this is an outcome of the resources accessible to the household. Thus people with greater access to resources may have a greater access to such 158
technologies and technology facilitated services, and thus greater familiarity with the same. Therefore, greater usage of e-governance services may be driven by greater familiarity with the technology which again may help in lowering issues driven by distrust, anxiety and tension from accessing services which individuals are not very conversant or comfortable using for critical services. These issues and challenges need to be addressed for the infomediaries to have greater adoption within the target segment.
10.4 Proposed infomediary design for enabling e-governance The current project attempts to propose methods to design viable infomediaries for the dense human settlements in the National Capital Region, India. This project also explores the information ecosystems better, the dynamics of demand and supply of different information sources on the decision making process of the people and their linkages to various psychographic, economic and demographic attributes of people who reside in the densely populated settlements. This will further enable new models of information infomediaries that could enable services like e-governance to improve the quality of life of the people living in dense human settlements. Further, such infomediaries should target a specific group of egovernance services which will provide a specific set of utility to the targeted households. Such a grouping of services has already been done in previous sections based on the type of needs they may satisfy for the target segment. Therefore, to address the objectives of the research project, we propose a “brokerage model” of infomediary, which will address the information needs of the people residing in the dense human settlements in the NCR region. These brokers/infomediaries could be the mediators who bring the service seeker/consumer and the service provider (different government entities) together and facilitate the transactions between them, and for which the infomediary would charge a fee depending upon the nature of the transaction. The fee may be pre-decided by the regulatory entities, so as to minimize the cost of opportunism for the households availing these critical services. These entities would form an independent interface and deliver the services by using the web enabled e-governance services. This model of infomediary will address the nineteen high critical e-governance services which has been 159
identified in this study. Further, these brokerage model could involve human agencies, who may be trained to deliver these services to the households residing in the target settlements. There may be a mix of both a static service delivery infomediary setup for services which are not required very frequently (e.g. DDTE, DDTU). However, for services which households may require frequently and periodically (maybe monthly), a door-to-door transaction based infomediary model may prove to be more beneficial to the households (e.g. DPR, DRPL). These human agencies may be set up through a competitive bidding process and trained by the regulatory entities on the different service parameters. These human agencies may be sensitized with the important service quality evaluation parameters (Parasuraman et al., 1988) like tangibility of the service evaluation, reliability of service delivery, responsiveness to requirements and change in requirements, assurance of delivery of service and empathy while delivering the service. Such training would enable the higher adoption of these transaction based infomediary models for enabling the relevant e-governance services. Another model of such infomediary which could drive value to these households could be based on the “mall model” based on telephony or mobile driven service enablement. There could be a phone number which can be dialed by the individual households, when information related to these identified e-governance services would be required. Further, a service request itself may be raised, by calling a phone number directly. Once a service request is raised, based on the nature of the request, a request fulfillment process may be initiated, which may include a human agent visiting the households for formally registering the request with the concerned government body, at the residence of the household raising the request. An alternative could be that the service request is automatically lodged directly for the household with the concerned government entity, if the information processing requirement during the call is minimized. A mix of technology and human intervention may be the best way to stimulate the adoption of the e-governance services, so that the resistance of using the technology directly does not impact the adoption of the e-governance services. Further, it would be important to note that simple information interchange and related egovernance services may be enabled through such an infomediary model. The same objective may also be enabled through a “subscription model” of infomediary whereby users pay a periodical fixed subscription fee for accessing the services.
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Such transaction based infomediary models would actually facilitate the fulfillment of the immediate information requirements of the households. However, the introduction of transaction based infomediaries is not without any transaction cost. Over a period of time, it is desirable to reduce transaction costs where ever possible. Therefore, it would be more helpful for the households if the benefits of the e-governance services could be communicated to the households residing in these dense human settlements through the preferred communication channel and awareness can be raised about the same. Further, the household members may require additional support (in terms of organized training programs) for using these services directly, without involving any infomediary. Households with sufficient representation of members in the age group of 15-35 may be the first adopters of the e-governance services. On a long term basis, if the households could be communicated about the benefits of these services while allaying their stress and perceived risks related to using technology facilitated services, the e-governance services may witness higher adoption. However, for such an initiative, a mobile application may also be developed which could address the requirements of information interchange using a common platform. WebQual, which was developed based on the Theory of Reasoned Action (Ajzen and Fishbein, 1980) and the Technology Acceptance Model (Davis, 1989) and other related literature focusing on adoption of technology facilitated services, highlights this dimension of having a common navigation and structure for web based applications. Standardization, intuitiveness of operation and common design often facilitate greater usability of technologies interfacing with the web. Now, since the website design of all the entities which are enabling these services are different structurally and in design, using a mobile application which can address the commonality in terms of look, feel and navigation may address the related stress and concerns of using such technologies. Using such a technology interface for web applications, which has a great degree of standardization, may facilitate the adoption of the same. Further, it would be easier to provide training to the households on how to use such an application for availing of these services. While people in the target segment had a low preference for using mobile as an information channel, for the specific e-governance services, a major reason is the usability of these services using mobile based platforms. A common application having inter-device operability and inter-platform operability may address this requirement of having the critical common services of different e-governance 161
delivered through this application. This would enable the households to seek information related to initiating the usage of such an application from the market dominated sources, while further detailed information on using such an application may be sought from personal sources. The standardization of usage and navigation would also facilitate better adoption of the knowledge imparted during training programs as well as positively impact the perceived ease of use of such services through the mobile application. Further it is interesting to note that as of now, there are hundreds of mobile applications which are being provided by the government through the Mobile Seva AppStore. These applications target services rendered by both the central government and many other state governments. Each of these applications provide a very specific and limited service, from within the entire basket of services within the domain. Having so many applications which address different needs of the people are likely to have lower usage due to lack of synergy, complexity of usage and navigation and separate installation for every usage. Further, such requirement based applications, focusing on enabling e-governance have been combined with applications providing entertainment value. This may affect the perceived criticality of the service portal. Further, even if all the required applications are installed by a user, having so many application installation affects the technological platform, and thus subsequently affects the service experience. Having a single application which can address the requirement of most of the services targeting a specific need (or maybe a cluster as has been defined earlier), would enable greater usage and adoption of the same by individuals and also from the social groups. This would enhance the perception of reliability of service delivery and social support mechanisms. The language diversity of the people residing in these settlements need to be addressed and suitable options for language changes through easy steps may be provided. However, a separate application for each language is also not an option and customization during installation may be a better option. The standardization of usage and navigation would also facilitate better adoption of the knowledge imparted during training programs as well as positively impact the perceived ease of use of such services through the mobile application. Further, reference points among the social groups of the target user groups would also be able to provide assistance from such training programs, thereby reducing stress and anxiety.
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Annexure 1a Questionnaire Part I
How important do you think the sources like family, friends and acquaintances are in comparison to the sources like advertisements in TV, radio, internet and newspapers? o The first source would have extreme importance as compared to the second source o The first source would have very strong importance as compared to the second source o The first source would have strong importance as compared to the second source o The first source would have moderate importance as compared to the second source o The first source would have equal importance as compared to the second source o The second source would have moderate importance as compared to the first source o The second source would have strong importance as compared to the first source o The second source would have very strong importance as compared to the first source o The second source would have extreme importance as compared to the first source
How important do you think the sources like family, friends and acquaintances are in comparison to the sources like guides, editorials, magazines and forums? o The first source would have extreme importance as compared to the second source o The first source would have very strong importance as compared to the second source o The first source would have strong importance as compared to the second source o The first source would have moderate importance as compared to the second source o The first source would have equal importance as compared to the second source o The second source would have moderate importance as compared to the first source o The second source would have strong importance as compared to the first source o The second source would have very strong importance as compared to the first source o The second source would have extreme importance as compared to the first source How important do you think the sources like family, friends and acquaintances are in comparison to the prior personal experiences of using similar services? o The first source would have extreme importance as compared to the second source o The first source would have very strong importance as compared to the second source o The first source would have strong importance as compared to the second source o The first source would have moderate importance as compared to the second source o The first source would have equal importance as compared to the second source o The second source would have moderate importance as compared to the first source o The second source would have strong importance as compared to the first source o The second source would have very strong importance as compared to the first source o The second source would have extreme importance as compared to the first source How important do you think the sources like advertisements in TV, radio, internet and newspapers are in comparison to the sources like guides, editorials, magazines and forums? o The first source would have extreme importance as compared to the second source o The first source would have very strong importance as compared to the second source o The first source would have strong importance as compared to the second source o The first source would have moderate importance as compared to the second source o The first source would have equal importance as compared to the second source o The second source would have moderate importance as compared to the first source o The second source would have strong importance as compared to the first source o The second source would have very strong importance as compared to the first source o The second source would have extreme importance as compared to the first source
How important do you think the sources like advertisements in TV, radio, internet and newspapers are in comparison to the prior personal experiences of using similar services? o The first source would have extreme importance as compared to the second source o The first source would have very strong importance as compared to the second source o The first source would have strong importance as compared to the second source o The first source would have moderate importance as compared to the second source
178
o The first source would have equal importance as compared to the second source o The second source would have moderate importance as compared to the first source o The second source would have strong importance as compared to the first source o The second source would have very strong importance as compared to the first source o The second source would have extreme importance as compared to the first source How important do you think the sources like guides, editorials, magazines and forums are in comparison to the prior personal experiences of using similar services? o The first source would have extreme importance as compared to the second source o The first source would have very strong importance as compared to the second source o The first source would have strong importance as compared to the second source o The first source would have moderate importance as compared to the second source o The first source would have equal importance as compared to the second source o The second source would have moderate importance as compared to the first source o The second source would have strong importance as compared to the first source o The second source would have very strong importance as compared to the first source o The second source would have extreme importance as compared to the first source Using the websites/telephone calls to collect the required information helps you to improve your task performance. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Your interaction with/through the websites/telephone to collect the required information is clear and understandable. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ You find it easy to make the websites/telephone do to what you want it to do. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐
Strongly disagree☐
Using the websites/telephone to collect the required information helps you to enhance your effectiveness in the task. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ You can get the required information from the websites/telephone calls only if there is built-in help facility for assistance. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ While using the websites/telephone calls to seek the required information you find yourself as spontaneous. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ You are facilitated with necessary resources to use the websites/telephone to collect the required information. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Working with the websites/telephone to gather the required information is fun for you. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐
Strongly disagree☐
People influencing your behavior think that you should use the websites/telephone calls to collect the required information. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Using the websites/telephone calls to gather the required information makes you feel uncomfortable. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ People who use the websites/telephone as an information source experience more prestige than those who do not. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ The use of the websites/telephone calls is related to your various job-related tasks. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐
Strongly disagree☐
You have no difficulty in telling others about the results of using the websites/telephone. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐
Strongly disagree☐
179
Given that you had access to the websites/telephone to collect the required information, you think that you would use it. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Using the websites/telephone calls to collect the required information increases your productivity in the task. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ The Government has supported you with the use of the websites/telephone calls to search information. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Using the websites/telephone calls to gather the required information makes you feel nervous. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ The information required by you does not require the use of the websites/telephone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐
Strongly disagree☐
While using the websites/telephone calls to seek the required information you find yourself as creative. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ You can get the required information from/through the websites/telephone calls if someone guides you initially. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ A lot of mental effort is required while you interact with the websites/telephone to collect the required information. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Using the websites/telephone calls to gather the required information does not make you feel scared. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ The websites/telephone calls are useful sources to collect the required information pertaining to specific task. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ The results of using the websites/telephone for information search are apparent to you. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐
Strongly disagree☐
On average, how much time do you spend on the websites/telephone calls to access the required information? 0-3 hours☐ 3-6 hours☐ 6-9 hours☐ 9-12 hours☐ Above 12 hours☐ How much time you would spend on the websites/telephone to get the required information, if you had expertise on using the technology? 0-3 hours☐ 3-6 hours☐ 6-9 hours☐ 9-12 hours☐ Above 12 hours☐ People who use the websites/telephone calls to search information experience high profile in your society. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ There is no compatibility between the different types of the websites/telephonic centers used by you to collect the required information related to services. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ While using the websites/telephone to search the required information you find yourself as unoriginal/copied. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Using the websites/telephone calls to collect information provides you with a lot of enjoyment. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ You find the websites/telephone under your full control while you collect the required information. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐
180
People who are important to you think that you should use the websites/telephone calls to collect information. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ The Government of India provides you help for using the websites/telephone to collect information. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ You are not forced to use the websites/telephone calls to collect the required information. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐
Strongly disagree☐
You find it difficult to explain that the the use of websites/telephone calls may or may not be directly beneficial. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ There is no problem with the quality of information collected through the websites/telephone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Overall, you find the websites/telephone calls as an easy way to collect information. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐
Strongly disagree☐
If you are provided with the resources, opportunities and knowledge to use the websites/telephone, it would be easy to collect the required information. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ You can find the required information from the websites/telephone calls if there is no one around to guide/direct you. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Using the websites/telephone calls as an information source is a status symbol for you. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐
Strongly disagree☐
Despite of their helpfulness, the use of the websites/telephone to collect the required information is not compulsory for you. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ According to you, its relevant to use the websites/telephone calls for specific tasks. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐
Strongly disagree☐
Excellent results obtained from the use of websites/telephone calls as an information source. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐
Strongly disagree☐
While using the websites/telephone calls to search the required information you find yourself as playful. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ You can use the websites/telephone calls for availing the services if you had prior experiences for similar tasks. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Using the websites/telephone calls to collect the required information is pleasant for you. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐
Strongly disagree☐
For doing some specific activities, it’s important to use websites/telephone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐
Strongly disagree☐
You get high quality of information after using the websites/telephone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐
Strongly disagree☐
Disagree☐
You could communicate to others the consequences of using the websites/telephone calls for collecting information. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ You plan to use the websites/telephone calls in the near future for collecting the required information. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐
181
Using the websites/telephone calls to gather the required information makes you feel uneasy. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐
Strongly disagree☐
Assuming that you had access to the websites/telephone, you intend to use it. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐
Strongly disagree☐
As per your opinion, using the websites/telephone consumes too much time while performing different tasks. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ While using the websites/telephone calls you find it difficult to integrate the results into your existing work. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ As per your opinion, using the websites/telephone services saves your time while searching the required information. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Using the websites/telephone services gives you more autonomy to search the required information. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Using the websites/telephone exposes you to the weaknesses of computer breakdowns and loss of data. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ You feel that using the websites/telephone services saves your money while searching the required information. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐
PERSONAL DETAILS 1.
What is the total number of adult members in your family? Number of males……
2.
What is the age distribution in your family in years (give the numbers against each age group)?
Number of females……
Under 10
10-15
15-20
20-25
25-30
30-40
40-50
50-60
60-70
Above 70
3.
What is the education distribution in your family (give the numbers against each qualification)?
Below Primary(10th)
Primary(10th)
Higher Secondary(12th)
PostGraduate/MTech
Doctorate
Professional(specify):
4.
Graduate/BTech
What are the different kinds of occupation of your family members (give the numbers against each occupation)?
Farmer / Farm worker
Students
Unemployed/Retired
Self Employed
Shop Owner/Trader
Skilled Workers / Staff
Business (10 employees)
Staff/Junior officers (govt.)
Junior officers (pvt.)
Middle Managers (pvt.)
Academia/Research & Dev.
Middle level officers (govt)
Senior Managers (pvt.)
Senior Officer/Manager (govt)
CXO/MD/CMD (pvt.) 5.
Professional (Please specify):
What is the ownership status of your home?
Own house with 5 or more rooms
Own house with 3-4 rooms
Own house with 1-2 rooms
Rented/Govt. house with 5 or more rooms
Rented/Govt. house with 3-4 rooms
Rented/Govt. house with 1-2 rooms
182
6.
Please indicate the location of your home?
South (1)
East (2)
West (3)
North (4)
North West (5)
North East (6)
Central (7)
New Delhi (8)
South west (9)
7.
What is the approximate total monthly income of your family from all sources?
Below Rs. 15,000
Rs.15,000-25,000
Rs.25,001-40,000
Rs.40,001-60,000
Rs.60,001-80,000
Above Rs.80,000
8.
What is the approximate total monthly expenditure of your family for the below mentioned categories? Less than Rs.250 pm Rs.250-500 pm Rs.501-750 pm Rs.751-1000 pm
More than Rs.1000 pm
Television/Cable Internet Telephone/Mobile Newspapers/Magazines
183
Annexure 1b Questionnaire Part II It is difficult for you to use e-governance services for collecting the required information through websites/phone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ You are given with the necessary support and assistance by the government to collect the required e-governance services information through websites/phone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ You oppose the change happening due to e-governance services for collecting the required information through websites/phone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ It would take a lot of time and effort for you to collect the required information related to e-governance services through websites/phone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ As per your opinion, you have already invested a lot of your time and effort to learn how to collect the required e-governance services through websites/phone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Using the use of websites/phone calls for collecting e-governance services information would improve the quality of your work which is presently done manually. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ As per your opinion, you are able to collect the required e-governance services information through websites/phone calls without the help of others. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ As per your opinion, collecting information related to e-governance services through websites/phone calls would enhance your effectiveness as compared to the manual approach. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Using websites/phone calls for collecting information pertaining to e-governance services would help you to accomplish relevant tasks more quickly than manual way. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Most of the people with whom you deal with in your job encourage you to adopt the new way of collecting information through websites/phone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Considering the botherations that you incur, collecting the required e-governance services information through websites/phone calls is of good value. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ As per your opinion, it is worthwhile to spend time and effort for collecting the required information related to e-governance services through websites/phone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ You do not agree with the change happening due to e-governance services for collecting the required information through websites/phone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ As per your opinion, collecting e-governance services information through websites/phone calls would result in unexpected disturbances for you. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐
184
As per your opinion, you will lose a lot of important information related to e-governance services if it is collected through websites/phone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Government provides you the required guidance on how to collect the required e-governance services information through websites/phone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Your friends support you to collect the required e-governance services information through websites/phone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Using the websites/phone calls for collecting information related to e-governance services would increase your productivity as compared to the manual approach. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Based on your own knowledge, skills and abilities, collecting e-governance services information through websites/phone calls would be easy for you. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ As per your opinion, you are able to collect the required e-governance services information through websites/phone calls without the help of others. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Considering the difficulties that you have to experience, collecting information related to e-governance services through websites/phone calls is beneficial to you. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Most of the people in your circle think that using websites/phone calls to collect e-governance services information is a good idea. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ Government provides you the necessary help and resources to support you to collect required e-governance services information through websites/phone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ As per your opinion, you will not cooperate with the e-governance services for collecting the required information through websites/phone calls. Strongly agree☐ Agree☐ Neither agree nor disagree☐ Disagree☐ Strongly disagree☐ As per your opinion, how important are the services related to admission for Diploma in Technical Education under Department of Training and Technical Education (registration, online filling of choices, admission, processing application related information, seat allocation related information, status report generation). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to admission for B Tech Program under Netaji Subhas Institute of Technology (registration, online filling of choices, admission, processing application related information, seat allocation related information, status report generation). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to admission for B Tech, M Tech, MBA, Ph.D Program under Delhi Technological University (registration, online filling of choices, admission, processing application related information, seat allocation related information, status report generation). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ 185
How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to online processing of various certificates {birth, death, marriage, income, caste(SC/BC/OBC), resident, rural area, tapriwas, nationality, delayed birth/death order, surviving member etc.} under e-Pramanpatra (submission of applications, status report of application, general questions by FAQs, printing of certificates, issuance of certificates). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to property registration (Delhi Online Information System) under National Informatics Centre (single window service, timely registration, transparent and reliable transactions, online valuation of property, online photograph capturing and storage, finalization of deed by State Revenue Officer, biometric thumb and eye scan for security check). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to online application form download and submission for new electricity connection, increase and decrease in load for domestic consumption, status report generation etc. under Bombay Suburban Electric Supply Rajdhani Power Limited (Delhi Govt.) Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to online application form download and submission for new electricity connection, increase and decrease in load for domestic consumption, status report generation etc. under Bombay Suburban Electric Supply Yamuna Power Limited (Delhi Govt.) Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to online application form download and submission for free hold of DDA flats and group housing flats etc. under Delhi Development Authority (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to online application form download and submission for new water connection, mutation of water connection, disconnection of water connection etc. under Delhi Jal Board (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to online application form download and submission to apply for financial assistance etc. under Delhi Park and Garden Society, Department of Environment (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐
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How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to online application form download and submission for fresh/renewal of registration etc. under Delhi Pharmacy Council (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to online issue of performance licenses in a licensed premise, title verification for publication magazines, newspapers, registration of eating house, issue of parlor license, online processing, generation & issuance of complaints, tenant/servants registration, online tracking of FIR status, complaints and grievances, FIR prosecution and information etc. under Delhi Police (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to online application form download and submission for eco-club grant for schools and colleges etc. under Department of Environment, GNCTD (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to online application form download and submission for private school etc. under Directorate of Education (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to online application form download and submission for employment registration/ renewal of job seekers, employment exchange for job seekers, information on job opportunities, unemployment allowance, updation/deletion of educational qualifications, notification of vacancies by the employers covered/not covered under CNV Act, sponsoring of job seekers for notified vacancies, sponsorship for short term/daily wage jobs etc. under Directorate of Employment (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to online application form download and submission under Directorate of Family Welfare (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to online application form download and submission for grant of license to chemist under Drugs Control (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐
187
According to you, how much important are the services related to online registration of luxury tax/cable operator, issuance of P-10/P-13 permit, issuance of NOC for entertainment events, issuance of L-30 license etc. under Excise Department, GNCTD (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to online application form download and submission of ration card, issuance of ration card(APL)/duplicate ration card, addition/deletion of members in the ration card, change in head of family/residential address etc. under Food Supplies and Consumer Affairs (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to online application form download and submission for registration of vendor on e-procurement platform under Information Technology (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to online application form download and submission for registration/revalidation of contractors, validation of documents of registration of agencies registered with CPWD, MES,P&T and railway etc. under Irrigation & Flood Control Department (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to online application form download and submission for registration of shops and establishment, registration of construction workers, death/funeral benefits etc. under Labour Department (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to park booking, community hall booking, issue/renewal of factory license, issue of general/health trade license etc. under Municipal Corporation of Delhi. Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to online application form download and submission for building plan approval under New Delhi Municipal Committee. Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to online application form download and submission for new domestic electricity connection, surrender of domestic supply of electricity connection ,load increase/decrease up to 10KW for domestic consumers etc. under New Delhi Power Limited. Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐
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How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to online appointment of auditor for audit in the current year, appointment of returning officer, society registration for thrift and credit society etc. under Registrar Office (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to issuance of NOC registration for sale deeds/certified copies of revenue records /lal dora certificate, application for mutation of land records etc. under Revenue, GNCTD (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to online application form download and submission, registration under Delhi Value Added Tax and Central Sales Tax Act etc. under Trade & Taxes, GNCTD (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to issuance/renewal of permanent driving license, issuance of learner’s driving license, issuance of registration certificate of vehicle, transfer of ownership of vehicle, issuance of certificate of vehicle fitness/second copy of driving license/second copy of registration certificate/international driving license for Delhi and other state, temporary registration of vehicle, issue of fresh route permit, renewal of route permit, duplicate of route permit, issue of fresh national permit, renewal of national permit, duplicate of national permit, addition/deletion of hypothecation etc. under Transport, GNCTD (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to grant of licenses as manufacturers/repairer/dealer in weights & machines, renewal of licenses as manufacturers/repairer/dealer in weights & machines etc. under Weights & Measures (Delhi Govt.). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to khatauni entry (online access and submission of information for Delhi Land Records) placed under the control of Delhi Government. Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to land verification and authentication under the National Land Records Modernization Programme (NLRMP). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐
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As per your opinion, how important are the services related to records of rights(nakal of record of right(parat patwar), nakal of ROR (parat sarkar), copy of khasra girdawari, verification of nakal of ROR, web based ROR query service, copy of saira aksh(cadastral map), copy of mutation order, collector rates of property, stamp duty calculations, deeds writing, buyers/sellers photographs capturing, registration of property deeds, issuance of copy of registered deed/mutation notice, information on registered deeds, property dealer registration) under the National Land Records Modernization Programme (NLRMP). Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ According to you, how much important are the services related to the report of food inspector (submission of report for food sample monitoring) to enforce food safety and avoid contamination of food under Public Distribution System (PDS) of Delhi Government. Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐ As per your opinion, how important are the services related to the online monitoring/management of grievances, Lok Shikayat Nieshalaya monitoring system of grievances for citizens of Delhi under Public Grievance Redressal System of Delhi Government. Not important☐ Less important☐ Neutral☐ Slightly important☐ Very important☐ How would you prefer to receive information and help related to the above mentioned service? Telephonic sources ☐ Internet/Website☐ Human Agency☐ Newspaper/Magazine/Book ☐
The following are the potential e-governance services provided by the government. Tick (√) the appropriate options. SERVICE As per your opinion, how important are the services related to birth registration/death registration, issuance for loud speaker, organising function, use of community hall provided by the government (Jansahayak Seva) under citizen service delivery system. According to you, how much important are the services related to affidavit attestation and verification (public services) under national e-governance plan. As per your opinion, how important are the services related to generation of house tax/notice/ duplicate house tax bill, receipt of house tax by government. According to you, how much important are the services related to handicap/medical fitness certificate, central registration of patients, user free collections and receipt issuance, laboratory tests facilities, enrollment of blood bank donors under government health department. As per your opinion, how important are the services related to old age/handicapped pension, family benefit scheme, financial aid to destitute children, scholarship for handicapped students, Indira Gandhi Priyadarshini Vivah Shagun Yojna for SC, daughter donation scheme, BPL scheme, ladli scheme, house building scheme, Rajiv Gandhi Pariwar Bima Yojna, generation of pensions and printing, status of pension disbursement, senior citizens ID card by government. According to you, how much important are the services related to widow pension under department of social justice and empowerment. As per your opinion, how important are the services related to learners license, permanent/duplicate/renewal of driving license, addition of vehicle, online test for learners driving licensed, driving license authentication verification service, new vehicle registration, transfer of vehicle ownership, duplicate registration certificate, addition/deletion of hypothecation, issuance of NOC certificate, re-registration of vehicle by government.
RELATIVE IMPORTANCE OF THE SERVICE Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
190
SERVICE According to you, how much important are the services related to acceptance of application for new passport, renewal of passport, tracking of passport application status, online application submission through agents/post/internet,verification service/printing and issuance of tatkal service/existing passport under passport seva provided by government. As per your opinion, how important are the services related to tracking of grievance redressal application, receipt of grievance redressal application, status/delivery of final response document by government.
According to you, how much important are the services related to online receipt of RTI application, generation & printing of form A/B, receipt of additional fee, status/delivery of final response document by government. As per your opinion, how important are the services related to online form download, acts, rules and procedures, policies and guidelines, information of budget, transfers and postings, phone numbers and address, public demands and announcements by CM approved by government. According to you, how much important are the services related to dissemination of exam results, issuance of admit card for board exams, provisional result certificates, schedule for examinations and admissions, registration for online entrance test, issuance of admit cards, conductance of online entrance test, publishing of merit list/ranks/results, online counseling for filling choices, online collection of counseling fee, counseling for results and admissions by government. As per your opinion, how important are the services related to information on elections, registration for new voters, issuance of voter ID cards, addition/correction of name in voter list, objection/deletion in voter list by government. According to you, how much important are the services related to status check for the facility of online reservation of room, online booking of room, facility for online cancellation of already booked room provided by government. As per your opinion, how important are the services related to registration of NREGA workers, information on NREGA job cards/NREGA muster rolls, information on BPL households, work demand under NREGS, information under SGSY/under IAY. According to you, how much important are the services related to information on monthly GPF contributions, annual GPF statements, missing GPF credits provided by government. As per your opinion, how important are the services related to postal life insurance grievance redressal, online facility of postal life insurance and rural postal life insurance provided by government. According to you, how much important are the services related to issuance of plastic ID cards, issuance/renewal of library books, record of service information, salary slip and form 16, instant messaging service provided by government. As per your opinion, how important are the services related to vivekadhin kosh for monitoring basic needs of citizens, assurances on monitoring system, PMO reference monitoring system by government. According to you, how much important are the services related to disbursement of scholarship scheme provided by government for for students belonging to minority group/SC/ST/general category. As per your opinion, how important are the services related to Ambedkar Gram Vikas Yojna provided by government. According to you, how much important are the services related to application for financial assistance for women covered under dowry scheme, legal assistance to dowry sufferers, widow destitute daughter marriage scheme, Dampati Puraskar Scheme provided by government. As per your opinion, how important are the services related to grant of new arms license/duplicate arms license, deposit of license, verification of license, addition of weapons to arms license etc. provided by government.
RELATIVE IMPORTANCE OF THE SERVICE Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
Not Important
Slightly Important
Neutral
Important
Very Important
191
PERSONAL DETAILS 1.
What is the total number of adult members in your family? Number of males……
Number of females……
2.
What is the age distribution in your family in years (give the numbers against each age group)?
Under 10
10-15
15-20
20-25
25-30
30-40
40-50
50-60
60-70
Above 70
3.
What is the education distribution in your family (give the numbers against each qualification)?
Below Primary(10th)
Primary(10th)
Higher Secondary(12th)
PostGraduate/MTech
Doctorate
Professional(Please specify):
4.
Graduate/BTech
What are the different kinds of occupation of your family members (give the numbers against each occupation)?
Farmer / Farm worker
Students
Unemployed/Retired
Self Employed
Shop Owner/Trader
Skilled Workers / Staff
Business (10 employees)
Staff/Junior officers (govt.)
Junior officers (pvt.)
Middle Managers (pvt.)
Academia/Research & Dev.
Middle level officers (govt)
Senior Managers (pvt.)
Senior Officer/Manager (govt)
CXO/MD/CMD (pvt.) 5.
Professional (Please specify):
What is the ownership status of your home?
Own house with 5 or more rooms
Own house with 3-4 rooms
Own house with 1-2 rooms
Rented/Govt. house with 5 or more rooms
Rented/Govt. house with 3-4 rooms
Rented/Govt. house with 1-2 rooms
6.
Please indicate the location of your home?
South (1)
East (2)
West (3)
North (4)
North West (5)
North East (6)
Central (7)
New Delhi (8)
South west (9)
7.
What is the approximate total monthly income of your family from all sources?
Below Rs. 15,000
Rs.15,000-25,000
Rs.25,001-40,000
Rs.40,001-60,000
Rs.60,001-80,000
Above Rs.80,000
8.
What is the approximate total monthly expenditure of your family for the below mentioned categories? Less than Rs.250 pm Rs.250-500 pm Rs.501-750 pm Rs.751-1000 pm
More than Rs.1000 pm
Television/Cable Internet Telephone/Mobile Newspapers/Magazines
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Annexure 1c
iz'ukoyh Hkkx 1 • vkids fopkj ls ifjokj] nksLr vkSj ifjfpr yksxksa tSls lzksr Vhoh] jsfM;ks] baVjusV vkSj v[kckjksa esa foKkiuksa tSls lzksrksa dh rqyuk esa fdrus egRoiw.kZ gS\a o izFke lzksr nwljs lzksr dh rqyuk esa vR;ar egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa cgqr egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa vf/kd egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa lkekU; :i ls egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa leku :i ls egRoiw.kZ gksxk o nwljk lzksr izFke lzksr dh rqyuk esa vkSlr :i ls egRoiwZ.k gksxk o nwljk lzksr izFke lzksr dh rqyuk esa cgqr egRoiw.kZ gksxk o nwljk lzksr izFke lzksr dh rqyuk esa cgqr vf/kd egRoiw.kZ gksxk o nwljk lzksr izFke lzksr dh rqyuk esa vR;ar egRoiw.kZ gS • vki ifjokj] nksLrksa vkSj ifjfpr yksxksa tSls lzksrksa dks ekxZn'kZdks]a laikndh;] if=dkvksa vkSj Qksje tSls lzksrksa dh rqyuk esa fdruk egRoiw.kZ ekurs gS\a o izFke lzksr nwljs lzksr dh rqyuk esa vR;ar egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa cgqr egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa vf/kd egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa lkekU; :i ls egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa leku :i ls egRoiw.kZ gksxk o nwljk lzksr izFke lzksr dh rqyuk esa vkSlr :i ls egRoiwZ.k gksxk o nwljk lzksr izFke lzksr dh rqyuk esa cgqr egRoiw.kZ gksxk o nwljk lzksr izFke lzksr dh rqyuk esa cgqr vf/kd egRoiw.kZ gksxk o nwljk lzksr izFke lzksr dh rqyuk esa vR;ar egRoiw.kZ gS • vki ifjokj] nksLrksa vkSj ifjfpr yksxksa tSls lzksrksa dks blh izdkj dh lsokvksa dks iz;ksx djus okys O;fDr dh rqyuk esa fdruk egRoiw.kZ ekurs gS\a o izFke lzksr nwljs lzksr dh rqyuk esa vR;ar egRoiw.kZ gksxk
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o izFke lzksr nwljs lzksr dh rqyuk esa cgqr egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa vf/kd egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa lkekU; :i ls egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa leku :i ls egRoiw.kZ gksxk o nwljk lzksr izFke lzksr dh rqyuk esa vkSlr :i ls egRoiwZ.k gksxk o nwljk lzksr izFke lzksr dh rqyuk esa cgqr egRoiw.kZ gksxk o nwljk lzkr izFke lzksr dh rqyuk esa cgqr vf/kd egRoiw.kZ gksxk o nwljk lzksr izFke lzksr dh rqyuk esa vR;ar egRoiw.kZ gS • vki Vhoh] jsfM;ks] baVjusV vkSj v[kckj esa foKkiuksa tSls lzksrksa dks ekxZn'kZdks]a laikndh; ys[kks]a if=dkvksa vkSj Qksje tSls lzksrksa dh rqyuk esa fdruk egRoiw.kZ ekurs gS\a o izFke lzksr nwljs lzksr dh rqyuk esa vR;ar egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa cgqr egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa vf/kd egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa lkekU; :i ls egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa leku :i ls egRoiw.kZ gksxk o nwljk lzksr izFke lzksr dh rqyuk esa vkSlr :i ls egRoiwZ.k gksxk o nwljk lzksr izFke lzksr dh rqyuk esa cgqr egRoiw.kZ gksxk o nwljk lzkr izFke lzksr dh rqyuk esa cgqr vf/kd egRoiw.kZ gksxk o nwljk lzksr izFke lzksr dh rqyuk esa vR;ar egRoiw.kZ gS • vki Vhoh] jsfM;ks] baVjusV] vkSj v[kckjksa esa foKkiuksa tSls lzksrksa dh rqyuk esa blh izdkj dh lsokvksa dks iz;ksx djus okys vuqHkoh O;fDr dh rqyuk esa fdruk egRoiw.kZ ekurs gS\a o izFke lzksr nwljs lzksr dh rqyuk esa vR;ar egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa cgqr egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa vf/kd egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa lkekU; :i ls egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa leku :i ls egRoiw.kZ gksxk
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o nwljk lzksr izFke lzksr dh rqyuk esa vkSlr :i ls egRoiwZ.k gksxk o nwljk lzksr izFke lzksr dh rqyuk esa cgqr egRoiw.kZ gksxk o nwljk lzksr izFke lzksr dh rqyuk esa cgqr vf/kd egRoiw.kZ gksxk o nwljk lzksr izFke lzksr dh rqyuk esa vR;ar egRoiw.kZ gS • vki ekxZn'kZdks]a laikndh; ys[kks]a if=dkvksa vkSj Qksje tSls lzksrksa dh rqyuk esa blh izdkj dh lsokvksa dk iz;ksx djus okys vuqHkoh O;fDr dks fdruk egRoiw.kZ ekurs gS\a o izFke lzksr nwljs lzksr dh rqyuk esa vR;ar egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa cgqr egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa vf/kd egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa lkekU; :i ls egRoiw.kZ gksxk o izFke lzksr nwljs lzksr dh rqyuk esa leku :i ls egRoiw.kZ gksxk o nwljk lzksr izFke lzksr dh rqyuk esa vkSlr :i ls egRoiwZ.k gksxk o nwljk lzksr izFke lzksr dh rqyuk esa cgqr egRoiw.kZ gksxk o nwljk lzksr izFke lzksr dh rqyuk esa cgqr vf/kd egRoiw.kZ gksxk o nwljk lzksr izFke lzksr dh rqyuk esa vR;ar egRoiw.kZ gS • okafNr lwpuk dks izkIr djus ds fy, osclkbVks@ a VyhQksu dkWy dk iz;ksx djuk vkids dk;Z izn'kZu esa lq/kkj djus esa lgk;rk djrk gSa
☐ vR;f/kd lger
☐
lger
☐ vfuf'pr ☐ vlger ☐ vR;f/kd vlger
• okafNr lwpuk izkIr djus ds fy, osclkbVks@ a VsyhQksu ds ek/;e ls vkidh dh var%fØ;k Li"V vkSj LokHkkfod gSA
☐ vR;f/kd lger
☐
lger
☐ vfuf'pr ☐ vlger ☐ vR;f/kd vlger
• vki tks dqN osclkbVks@ a VsyhQksu ls djokuk pkgrs gSa og vlku gSA
☐ vR;f/kd lger
☐
lger
☐ vfuf'pr ☐ vlger ☐ vR;f/kd vlger
• okafNr lwpuk izkIr djus ds fy, osclkbVks@ a VsyhQksuksa dk iz;ksx djuk vids dk;Z esa vkids izHkko dks c
