Saukaryam: an e-Governance initiative of Greater .... ijmte dec - vc.pdf · Citizens opinion on...

Saukaryam: an e-Governance initiative of

Greater Visakhapatnam Municipal Corporation

S. Kameswar Rao

Asst. Professor, School of Management, Centurion University of Technology & Management,

R. Sitapur, Via – Uppalada, Gajapati (District), Odisha. Pin – 761211

Abstract- In India, local governments are investing abundant amount of funds in delivery of civic services through

internet technology networks with the objective to provide these services with better transparency and efficiency. To

provide civic services in a speedy and transparent manner to the citizens, Greater Visakhapatnam Municipal Corporation

(GVMC) implemented ‘Soukaryam’ (meaning facility) an e-Governance project. The customers of civic services are the

eventual judges of its performance. The present study is an attempt to assess the user satisfaction in respect to Soukaryam

an e-governance project of GVMC. The findings of the study are going to be helpful to urban local bodies in identifying

the performance gaps and to initiate action for further improvement in delivering services to the citizens.

Keywords: E-governance, Civic Service, GVMC, Urban Local Body, ICT

I. INTRODUCTION

The 21st century is the world of Information and Communication Technology (ICT) that is swiftly changing the

society and the mode of governance. The influence of information technology has been observed on government

sectors and the adoption of this technology in government sector emerges new term called e-governance. E-

governance is the application of ICT for delivering government services, exchange of information communication

transactions, integration various stand-one systems and services between G2C, G2B, G2G, G2E as well as back

office processes and interactions within the entire government frame work. Civic services delivery in the traditional

form of administration is associated with paper based lengthy procedures and the citizens are dissatisfied because of

various problems such as delay in delivery of service and corruption. In order to deliver civic services efficiently to

the citizens, urban local bodies across the globe have been taking steps to make civic services available through

online. In line with the changes made globally the Greater Visakhapatnam Municipal Corporation has taken

initiative for providing better services online to the citizens. This study aims to analyze the opinion of the customers

on Soukaryam – an e-governance initiative of GVMC.

Objectives of the study

The main objectives of the study are:

1) To describe and evaluate the attempts made by GVMC with regard to e-governance.

International Journal of Management, Technology And Engineering

Volume 8, Issue XII, DECEMBER/2018

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2) To study and analyze the opinion of the customers on Soukaryam an e-governance initiative by

GVMC.

3) To identify the gaps in service quality and recommend measures for improvement.

2. METHODOLOGY

The present study entails data and information from both primary and secondary sources. The primary data was

collected from the respondents through a well structured questionnaire on e-governance initiative of GVMC. For

collection of primary data a sample of 480 respondents have been chosen by implementing stratified random sample

technique. The respondents are divided into Businessmen, employees, professionals and others for a wider coverage

of the universe. In addition, the sample of each category respondents has been divided equally between male and

female. The distribution of sample for consumer survey is presented in Table – 1.

Table – 1: Sample Distribution

Type of Respondent Male Female

Businessmen 60 60

Employees 60 60

Professionals 60 60

Others 60 60

Total 240 240

Keeping in view of the objectives of the study a questionnaire has been designed and implemented to collect

primary data. As per the need the open ended, multiple choice and dichotomous questions have been used. As and

when needed measurement scales have been used and the secondary data was collected by visiting the GVMC

office, website, books, research papers and Ph.D. thesis on e-governance.

Civic Services provided by the Greater Visakhapatnam Municipal Corporation: Besides taking up certain

developmental activities, GVMC provide various services to citizens such as – purified water supply, public health,

sanitation, education, construction and maintenance of roads and drainage system, street lighting, city planning etc.

Citizens‟ dependency on municipal corporation for various services is massive and due to lack of transparency and

accountability municipal corporations take excessive time for responding to the needs of the citizens. The Greater

Visakhapatnam Municipal Corporation has launched Soukaryam to provide civic services in a swift and transparent

manner to the citizens is examined in this article.

Soukaryam: Egovernance project – Online Services



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Soukaryam – an e-governance initiative of GVMC: “Soukaryam” (meaning facility), an e-governance project has

been launched by GVMC in the year 2000, to deliver civic services on-line in a swift and transparent manner to the

citizens. Soukaryam provides opportunity to the citizens to access information on different services offered, details

of tax dues, for making payments and to lodge complaints. Soukaryam has modules such as Accounts, Engineering,

Public Health, Revenue, tax collections, accounting etc. For accepting payments online, various banks, eSeva

centres have been have been put on the network and the Local Area Network (LAN) of the municipal corporation is

the back bone to the network for accepting payments online. GVMC has done a commendable job in providing civic

services on-line and it is interesting to study that how far the citizens are satisfied with Soukaryam.

Citizens opinion on Soukaryam an e-governance initiative of GVMC: Table – 2 depicts the opinion of the citizens

on introduction of e-governance and 70.4 percent respondents agreed that the introduction of e-governance is a

welcoming feature. Around 81.3 percent respondents in zone -2 agreed that introduction of e-governance is a

welcoming feature and 58.8 percent respondents in zone-1 agreed with it.

Table 2. Citizens opinion on introduction of e-governance

Sl. No. Response Zone - 1 Zone - 2 Zone - 3 Zone - 4 Zone - 5 Zone - 6 Total

1

Strongly

Agreed

15 7 18 11 10 3 64

(18.8%) (8.8%) (22.5%) (13.8%) (12.5%) (3.8%) (13.3%)

2

Agreed

47 56 49 53 65 68 338

(58.8%) (70%) (61.3%) (66.3%) (81.3%) (85%) (70.4%)



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3

Neutral

14 11 4 8 2 4 43

(17.5%) (13.8%) (5%) (10%) (2.5%) (5%) (9.0%)

4

Disagreed

1 2 3 6 1 2 15

(1.3%) (2.5%) (3.8%) (7.5%) (1.3%) (2.5%) (3.1%)

5

Strongly

Disagreed

3 4 6 2 2 3 20

(3.8%) (5%) (7.5%) (2.5%) (2.5%) (3.8%) (4.2%)

Total

80 80 80 80 80 80 480

(16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (100%)

Source: Primary Data

Citizens opinion on the sufficiency of e-seva centres: Table 3 describes that 61.9 percent respondents agreed that

there are sufficient number of e-service centres and 10.8 percent respondents disagreed that there are sufficient

number of e-service centres. Around 67.5 percent respondents in zone -6 agreed and 26.25 percent disagreed with

the statement.

Table 3. There are sufficient numbers of e-service centres

Response Zone - 1 Zone - 2 Zone - 3 Zone - 4 Zone - 5 Zone - 6 Total Sl. No.

14 9 18 11 10 3 65

1 Strongly

Agreed

(17.5%) (11.3%) (22.5%) (13.8%) (12.5%) (3.8%) (13.5%)

49 53 49 53 39 54 297

2 Agreed (61.3%) (66.25%) (61.3%) (66.3%) (48.8%) (67.5%) (61.9%)

11 12 6 3 6 1 39

3 Neutral (13.75%) (15%) (7.5%) (3.75%) (7.5%) (1.25%) (8.1%)

2 4 5 6 14 21 52

4 Disagreed (2.5%) (5%) (6.3%) (7.5%) (17.5%) (26.25%) (10.8%)

Strongly

Disagreed

4 2 2 7 11 1 27

5 (5%) (2.5%) (2.5%) (8.75%) (13.75%) (1.3%) (5.6%)

Total

80 80 80 80 80 80 480

(16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (100%)


Citizens opinion on the reliability of e-services offered: Table 4 describes the opinion of the respondents on the

reliability of e-services offered by GVMC and around 60 percent respondents agreed that the e-services offered by

the municipal corporation are dependable. Around 67.5 percent respondents in zone- 4 and also in zone-6 agreed



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that the e-services offered are reliable. About 26.3 percent respondents in zone-5 disagreed with the statement that e-

services offered by the municipal corporation are dependable.

Table 4. E-services offered are dependable


14 6 18 11 10 3 62

1 Strongly Agreed (17.5%) (7.5%) (22.5%) (13.8%) (12.5%) (3.8%) (12.9%)

49 52 49 54 30 54 288

2 Agreed (61.3%) (65%) (61.3%) (67.5%) (37.5%) (67.5%) (60%)

11 9 4 7 14 10 55

3 Neutral (13.75%) (11.3%) (5%) (8.75%) (17.5%) (12.5%) (11.5%)

4 7 5 3 21 11 51

4 Disagreed (5%) (8.75%) (6.3%) (3.75%) (26.3%) (13.75%) (10.6%)

Strongly Disagreed 2 6 4 5 5 2 24

5 (2.5%) (7.5%) (5%) (6.25%) (6.25%) (2.5%) (5%)

Total

80 80 80 80 80 80 480

(16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (100%)


Table 5. Complaints on e-services are responded effectively


14 11 17 11 10 3 66

1 Strongly

Agreed

(17.5%) (13.8%) (21.25%) (13.8%) (12.5%) (3.8%) (13.8%)

49 48 45 49 26 53 270

2 Agreed (61.3%) (60%) (56.3%) (61.3%) (32.5%) (66.25%) (56.3%)

10 10 11 9 10 8 58

3 Neutral (12.5%) (12.5%) (13.75%) (11.25%) (12.5%) (10%) (12.1%)

3 5 4 6 25 14 57

4 Disagreed (3.8%) (6.25%) (5%) (7.5%) (31.3%) (17.5%) (11.9%)

Strongly

Disagreed

4 6 3 5 9 2 29

5 (5%) (7.5%) (3.75%) (6.25%) (11.25%) (2.5%) (6%)

Total

80 80 80 80 80 80 480

(16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (100%)




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Citizens opinion on the effectiveness of municipal corporation in addressing the complaints: The opinion of the

citizens on the municipal corporation in addressing the complaints is depicted in table -5. Around 56.3 percent

agreed and 11.9 percent respondents disagreed with the statement that the complaints on e-services are responded

effectively by GVMC. About 66.25 percent respondents in zone- agreed and 31.3 percent respondents in zone-5

disagreed that the complaints on e-services are responded effectively.

Citizens opinion on the information available on GVMC website: Table – 6 describes that 59.2 percent respondents

agreed that the information available on GVMC website is up to date. Around 66.25 percent respondents in zone-6

agreed and 31.3 percent respondents in zone-5 disagreed that the information on the website is up to date.

Table 6. Information on GVMC website is up to date


13 6 17 11 10 3 60

1 Strongly

Agreed

(16.3%) (7.5%) (21.25%) (13.8%) (12.5%) (3.8%) (12.5%)

48 54 45 54 30 53 284

2 Agreed (60%) (67.5%) (56.3%) (67.5%) (37.5%) (66.25%) (59.2%)

10 9 9 9 3 8 48

3 Neutral (12.5%) (11.3%) (11.25%) (11.25%) (3.75%) (10%) (10%)

4 7 7 2 25 14 59

4 Disagreed (5%) (8.75%) (8.8%) (2.5%) (31.3%) (17.5%) (12.3%)

Strongly

Disagreed

5 4 2 4 12 2 29

5 (6.3%) (5%) (2.5%) (5%) (15%) (2.5%) (6%)

Total

80 80 80 80 80 80 480

(16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (100%)


Citizens opinion on the scope of coverage of e-services: Table – 7 illustrates the opinion of citizens on the scope of

coverage of e-services. Around 58.8 percent respondents agreed that the scope of coverage of e-services is adequate.

About 67.5 percent respondents in zone -6 agreed and 26.3 percent respondents disagreed with the statement that the

scope of coverage of e-services is adequate.



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Table 7. The scope of coverage of e-services is adequate


15 12 17 11 10 3 68

1 Strongly

Agreed

(18.8%) (15%) (21.25%) (13.8%) (12.5%) (3.8%) (14.2%)

48 46 50 53 31 54 282

2 Agreed (60%) (57.5%) (62.5%) (66.3%) (38.8%) (67.5%) (58.8%)

9 8 3 10 5 10 45

3 Neutral (11.25%) (10%) (3.75%) (12.5%) (6.25%) (12.5%) (9.4%)

5 8 6 4 21 12 56

4 Disagreed (6.3%) (10%) (7.5%) (5%) (26.3%) (15%) (11.7%)

Strongly

Disagreed

3 6 4 2 13 1 29

5 (3.8%) (7.5%) (5%) (2.5%) (16.25%) (1.3%) (6%)

Total

80 80 80 80 80 80 480

(16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (100%)


Citizens opinion on the performance of e-service system: The level of satisfaction on the performance of e-service

system is depicted in table-8. About 59.2 percent respondents are satisfactory with the performance of e-service

system and 12.5 percent respondents disagreed with the statement that performance of e-service is satisfactory. In

zone-5 about 28.8 percent of respondents disagreed with the statement that the performance of e-service system is

satisfactory.

Table 8. Performance of e-service system is satisfactory


14 11 17 11 10 3 66

1 Strongly

Agreed

(17.5%) (13.8%) (21.25%) (13.8%) (12.5%) (3.8%) (13.8%)

49 47 50 54 31 53 284

2 Agreed (61.3%) (58.75%) (62.5%) (67.5%) (38.8%) (66.25%) (59.2%)

9 7 2 1 3 11 33

3 Neutral (11.25%) (8.8%) (2.5%) (1.25%) (3.75%) (13.75%) (6.9%)

3 9 7 6 23 12 60

4 Disagreed (3.8%) (11.25%) (8.8%) (7.5%) (28.8%) (15%) (12.5%)



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Strongly

Disagreed

5 6 4 8 13 1 37

5 (6.3%) (7.5%) (5%) (10%) (16.25%) (1.3%) (7.7%)

Total

80 80 80 80 80 80 480

(16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (100%)

Citizens opinion on the performance of e-service system: The level of satisfaction on the performance of e-service

system is depicted in table-8. About 59.2 percent respondents are satisfactory with the performance of e-service

system and 12.5 percent respondents disagreed with the statement that performance of e-service is satisfactory. In

zone-5 about 28.8 percent of respondents disagreed with the statement that the performance of e-service system is

satisfactory.

Citizens opinion on the efficiency of e-service system: Table-9 describes the efficiency of e-service system in

improving the interaction between citizens and municipal corporation. Around 35 percent respondents in zone-5 and

7.5 percent in zone-1 &3 disagreed with the statement that the e-service system has improved the efficiency in

interaction between the citizens and municipal corporation.

Table 9. E-service system has improved the efficiency in interaction between citizens and mc


14 18 17 11 10 3 73

1 Strongly

Agreed

(17.5%) (22.5%) (21.25%) (13.8%) (12.5%) (3.8%) (15.2%)

45 47 49 54 30 52 277

2 Agreed (56.3%) (58.75%) (61.3%) (67.5%) (37.5%) (65%) (57.7%)

9 2 1 2 3 12 29

3 Neutral (11.25%) (2.5%) (1.25%) (2.5%) (3.75%) (15%) (6%)

6 9 6 8 28 11 68

4 Disagreed (7.5%) (11.25%) (7.5%) (10%) (35%) (13.75%) (14.2%)

Strongly

Disagreed

6 4 7 5 9 2 33

5 (7.5%) (5%) (8.75%) (6.25%) (11.25%) (2.5%) (6.9%)

Total

80 80 80 80 80 80 480

(16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (100%)


Table 10. Online grievance redressal system is functioning effectively


11 0 10 3 10 0 34



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1 Strongly

Agreed

(13.8%) (0%) (12.5%) (3.8%) (12.5%) (0%) (7.1%)

20 40 28 34 27 27 176

2 Agreed (25%) (50%) (35%) (42.5%) (33.8%) (33.75%) (36.7%)

11 7 6 10 7 41 82

3 Neutral (13.75%) (8.8%) (7.5%) (12.5%) (8.75%) (51.25%) (17.1%)

32 26 28 29 28 11 154

4 Disagreed (40%) (32.5%) (35%) (36.25%) (35%) (13.75%) (32.1%)

Strongly

Disagreed

6 7 8 4 8 1 34

5 (7.5%) (8.75%) (10%) (5%) (10%) (1.3%) (7.1%)

Total

80 80 80 80 80 80 480

(16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (100%)

Citizens opinion on the effectiveness of online grievance redressal system: The opinion of the citizens on the

functioning of online grievance redressal system is depicted in table-10. Around 36.7 percent respondents agreed

and 32.1 percent respondents disagreed with the statement that the online grievance redressal system is functioning

effectively. In zone-5 about 40 percent respondents disagreed with the effectiveness of online grievance redressal

system.

Table 11. Employees providing e-service have required skills


11 8 17 7 11 3 57

1 Strongly

Agreed

(13.8%) (10%) (21.25%) (8.8%) (13.75%) (3.8%) (11.9%)

49 52 56 58 29 54 298

2 Agreed (61.3%) (65%) (70%) (72.5%) (36.3%) (67.5%) (62.1%)

11 10 1 4 7 16 49

3 Neutral (13.75%) (12.5%) (1.25%) (5%) (8.75%) (20%) (10.2%)

5 7 4 6 30 7 59

4 Disagreed (6.3%) (8.75%) (5%) (7.5%) (37.5%) (8.75%) (12.3%)

Strongly

Disagreed

4 3 2 5 3 0 17

5 (5%) (3.75%) (2.5%) (6.25%) (3.75%) (0%) (3.5%)

Total

80 80 80 80 80 80 480

(16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (100%)




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Citizens opinion on the skills of employees providing e-service: Table-11 describes the opinion of the citizens on the

skills of employees and around 62.1 percent agreedd that the employees providing e-service have required skills.

Around 37.5 percent respondents in zone-5 disagreed that the employees providing e-service have required skills.

Table 12. Citizens opinion on employees motivation in e-service centres


14 15 17 10 11 2 69

1 Strongly

Agreed

(17.5%) (18.8%) (21.25%) (12.5%) (13.75%) (2.5%) (14.4%)

48 49 48 58 29 55 287

2 Agreed (60%) (61.25%) (60%) (72.5%) (36.3%) (68.75%) (59.8%)

8 6 9 2 7 15 47

3 Neutral (10%) (7.5%) (11.25%) (2.5%) (8.75%) (18.75%) (9.8%)

3 6 4 7 30 8 58

4 Disagreed (3.8%) (7.5%) (5%) (8.75%) (37.5%) (10%) (12.1%)

Strongly

Disagreed

7 4 2 3 3 0 19

5 (8.8%) (5%) (2.5%) (3.75%) (3.75%) (0%) (4%)

Total

80 80 80 80 80 80 480

(16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (16.7%) (100%)


Citizens opinion on the motivation of employees working in e-service centres: Table – 12 illustrates that 59.8

percent respondents agreedd that employees working in e-service centres are motivated. Around 72.5 percent

respondents in zone-4 agreed and 37.5 percent respondents in zone – 5 disagreed with the statement that the

employees working in e-service centres are motivated.

FINDINGS AND POLICY IMPLICATIONS:

1. The day-to-day functioning of IT wing of GVMC was being handled by contract personnel. A group of

contract employees were performing crucial roles like programming, database, networking and systems

administration. The contract personnel cannot be held accountable and exposed the project to high risk of

prospective misuse of data. Municipal corporation should make efforts to involve regular employees in

Soukaryam project and an agreedment between the municipal corporation and contract employees could

make the outsourced employees more accountable.

2. Paucity of funds was the reason that the Soukaryam project took up public-private initiative. Laying the

broadband line in the city in a short span of time was a formidable task.

3. Developing public awareness about Soukaryam project and making the citizens use ICT for accessing

public services was a challenging task. Municipal corporation should make an attempt to establish a



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computer section in each zonal office to train the public. For the convenience of the citizens the

information related to GVMC and queries should be in local language.

4. The municipal corporation is implementing e-governance project in public-private partnership mode and it

lacks proper institutional framework. Policy makers should develop proper institutional framework to

facilitate various stakeholders.

5. The e-governance project of GVMC deals with huge database for connecting, querying and delivering civic

services efficiently. The prime concern of the concerned authorities should be speed and security.

6. The IT audit of the implementation of Soukaryam reveals that the efforts of municipal corporation in

project planning, application development and back up recovery is inadequate. Municipal authorities

should focus on the areas as per the requirement.

7. It was observed that GVMC still depends on manual procedures to a larger extent and was not drawing the

full benefits of the IT application. Irregularities in the data were found and it is suggested that the website

should be updated regularly to provide latest information and improved service delivery.

8. GVMC has done an admirable job to provide civic services through ICT whereas, the population and

jurisdiction of GVMC has expanded from time to time. The municipal corporation should take steps to

make the e-governace facility available to the growing population.

CONCLUSION

It seems clearly that Soukaryam- e-governance project has brought a remarkable change in the overall performance

of the municipal corporation. E-governance has changed the pattern of service delivery to more computerized and

reaching the users at the possible convenient places. People are enthusiastic to learn IT but they are unable to learn

IT because of lower IT literacy. For effective implementation of e-governance, there is a requisite that common

citizen should be aware of computer and internet. Maximum number of people have mobile phones, therefore m-

Governance may support for such function. The growing demand for getting all services cannot be addressed with

the limited IT infrastructure and contractual manpower. The effective implementation of e-governance ensures the

participation of common citizen in decision making process from remote areas also. Hence, the urban local bodies

should focus on effective implementation of e-governance and keep auditing at regular intervals.

REFERENCES

[1]. Mrs. Manisha A. Kumbhar, “A Critical Study of Implication of e-governance Services for effective communication with special reference to

Citizens in Pune City”, Unpublished Research work, Tilak Maharashtra Vidyapeeth, Pune, 2012, pp. 1-2

[2]. E A Narayana et al., “Administration of Urban Civic Services in India: A Case Study”, International Journal of African and Asian Studies –

An Open Access International Journal Vol. 4, 2014, pp. 124-131

[3]. Annie Mojaesi Moletsane, et al., “Community Expectations and Perceptions of Municipal Service Delivery: A Case Study in a South African

Municipality”, Mediterranean Journal of Social Sciences, MCSER Publishing, Rome-Italy, Vol 5, Issue 2, September 2014, pp. 281-288

[4]. ILO: “The Impact of Decentralization and Privatization on Municipal Services”, JMMS/2001, International Labour Organisation, Geneva,

(15-19 October 2001), pp. 1 – 42

[5]. S.Kameswar Rao, “Citizens Satisfaction on Drinking Water Amenity Provided by Greater Visakhapatnam Municipal Corporation”, Journal

of Advance Management Research, Vo.05 Issue-05, December 2017

[6]. Vikram Singh et al., “E-governance in Punjab- A user satisfaction study”, International Journal of IT, Management and Engineering, Volume

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[7]. M. Rezaul Karim, “E-Government in service delivery and citizen „s satisfaction: A case study on public sector in Bangladesh, International

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