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CHAPTER–IV
ANALYSIS AND INTERPRETATION OF DATA:
DELIVERING e-SERVICES USERS’ PERCEPTIONS
The e-Disha projects have been established in Haryana
state to deliver various kinds of regulatory services to the
citizens in an efficient, effective and economic manner. The
project e-Disha was initiated in March 2006 in Haryana state.
These e-Disha centres have been established in official/complex
in mini secretariats at the district level and in the concerned
state sub-division or town levels. It is an IT-driven electronic
interface between the government and citizens (G2C) offering a
variety of citizen-friendly services in an efficient and coordinated
manner. The services provided at e-Disha centres are related to
regulatory administration, primary departments of the
government and line departments as stated earlier at the district
or sub-district level. Thus, there is a quest to provide services at
the doorsteps of citizens under the e-Disha project.
The state government has provided an adequate space and
other infrastructural to these e-Disha centres in order to smooth
and comfortable dispensation of services to the people of concern
districts. The e-Disha centre is an innovation and IT based
mechanism for extending citizen-centric services, therefore, the
present study is conducted to make an assessment of the
projects performance level of e-Disha centres from the users’
point of view in the sample districts. Further, the performance
assessment of the sampled e-Disha centre is measured in terms
of various objectives such as: providing services to citizen in an
efficient, reliable and integrated manner; avoiding duplication of
efforts by individual departments; reducing the cost of delivery of
services; making government transparent ensuring interaction
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with the citizen for fulfilling their expectation etc. The study, as
stated earlier is an exploratory one and based on the information
obtained from sampled user. The empirical study like the
present requires and understanding of a brief profile of sampled
respondents constituting the population of the study.
First of all, it is important to mention that out of total 327
sampled users’, 164 are from Kurukshetra district and another
163 are from Gurgaon district. The data is given in table 4.1.
Table 4.1
Population of the study
District Frequency Valid per cent Cumulative per cent
Kurukshetra 164 50.2 50.2
Gurgaon 163 49.8 100.0
Total 327 100.0
Further, the sampled users’ happened to be both from
urban and rural background. The data pertaining to this aspect
is presented in table 4.2.
Table 4.2
Classification of sampled users’ based on their
residential location
Residential
Location
Frequency Valid per cent Cumulative
per cent
Rural 153 46.8 46.8
Urban 174 53.2 100.0
Total 327 100.0
The information in table reveals that 46.8 per cent of
sampled users’ are from rural areas and 53.2 per cent are from
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urban area is not a purposive driven sample. It is incidental one
and leads to conclude that urban people have relatively higher
frequency in visiting e-Disha centres for availing governmental
services.
The users’ were also classified on the basis of their castes
and the information obtained is tabulated in table 4.3.
Table 4.3
Classification of sampled users’ based on their castes
Castes Frequency Valid
per cent
Cumulative
per cent
General Castes 158 483. 48.3
Scheduled Castes 88 26.9 75.2
Backward and other Backward castes
81 24.8 100.0
Total 327 100.0
The information in table 4.3 presents that 48.3 per cent of
respondents are from general category followed by 26.9 per cent
who happen to be from scheduled castes and remaining
24. 8 per cent belongs to backward classes of citizens. Thus, the
sample is more or less representative of the population of the
state
Fourth, the classification of sampled users’ is also made on
the basis of their age in table 4.4.
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Table 4.4
Classification of sampled users’ based on their age
Age Frequency Valid per cent Cumulative
per cent
Up to 25 years 108 33.0 33.0
25-34 years 109 33.3 66.3
35-45 Years 70 21.5 87.8
Above 45 years 40 12.2 100.0
Total 327 100.0
The data in table reveals 4.4 indicates that a majority of
sampled users’ (66.3 per cent) are from the age group ranging
from 18- 34 years. It is the group of people who requires most of
the governmental services and considered to be an active class of
population in the country. There is also a sizeable section of
users’ (21.5) per cent) who are in the age group of 35-45 years.
Rest of the users’ have crossed 45 years of their age Thus, the
information in table ( 4.4) indicates that younger generation who
is relatively more active in terms of their engagement with
government or e-Disha centre portal for government citizens
interactions.
Fifth, the sampled respondents were asked about their
educational levels and their responses are given in following
table 4.5.
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Table 4.5
Classification of sampled users’ based on their
education levels
Education level Frequency Valid per cent Cumulative
per cent
Illiterate 4 1.2 1.2
Primary 62 19.0 20.2
Matriculate 169 51.7 71.9
B.A 72 22.0 93.9
Other Professional
Courses
20 6.1 100.0
Total 327 100.0
The data in table 4.5 reveals that majority of
51.7 per cent of total respondents are matriculate and another
22.0 per cent of them have passed their graduation. About one
fifth (19.0 per cent) are primary level passes and a few of them
even illiterate. A small percentage of them 6.1 per cent are
professionally qualified like possessing the degree, diplomas, and
certified courses in the field of computer, management and law
etc. Thus, the younger generation, although may not be well
educated but enough awareness level are visiting e-Disha
centres for various purposes.
Moreover, the sample users’ are found to be from
different occupational groups as is evident from table 4.6.
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Table 4.6
Classification of sampled users’ based on their occupations
Occupation Frequency Valid
per cent
Cumulative
per cent
Agricultural labourers
62 19.0 19.0
Farmers 48 14.7 33.6
Factory Employees 51 15.6 49.2
Employees in
subordinate categories
25 7.6
56.9
Businessmen 62 19.0 75.8
Employees of
executive/managerial classes
6 1.8
77.7
Others (Student/Pensioners)
73 22.3 100.0
Total 327 100.0
The data in the table 4.6 indicates that sampled users’ are
: agricultural labourers (19.0 per cent); farmers(14.7 per cent);
factory employees (15.6 per cent); employees in subordinates
categories (7.6 per cent); businessmen(19.0 per cent); employees
of executive or managerial classes; (1.8 per cent); and remaining
are students and pensioners (22.3 per cent) etc. who frequently
visit e-Disha centres for availing of various services. Thus, every
occupational group of people has to engage with e-Disha centres
for one purpose or the other. Hence, the sample drawn for the
study may be considered as representative sample.
Lastly, the respondents were also probed for collecting the
information of their income. The information are given in
following table 4.7.
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Table 4.7
Classification of sampled users’ based on their
annual income
Annual Income Frequency Valid per cent Cumulative
per cent
Up to 1,20,000/- 140 42.8 42.8
1,20,000-1,80,000 66 20.2 63.0
1,80,000-2,40,000 70 21.4 84.4
2,40,000-3,00,000 51 15.6 100.0
Total 327 100.0
The data in table 4.7 reveals their income as : up to
Rs 1,20, 000 per annum (42.8 per cent ) ; in the range of Rs 1,
20, 000- 1,80,000 per annum (20. 2 per cent ) ; in the range of
Rs 1, 80,000-2,40,000 per annum (21.4 per cent) and remaining
are in the range of between Rs 2, 40, 000- 3,00 ,000 per annum.
The information reveals a higher income ranges. The reasons
are; more than half of them happen to be from urban
background (Table 4.2); half of the total users’ are from Gurgaon
district (Table 4.1); and half of them are employees (Table 4.6).
Moreover, the information was reported by the sampled users’
themselves. But, the information leads to conclude that the
people who have fairly enough income to sustain them have
relatively more opportunities to engage with the government.
The aim of the study is to know the status of e-governance
projects in the Haryana and to make impact assessment of
e-services implemented in the state for bringing efficiency,
economy and effectiveness in administration. In addition, to that
the study is also conducted for bringing improvement in the
delivery of services to users’ under the e-Disha project.
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First of all, the users’ were asked to state which type of
regulatory services they have availed from e-Disha centre. The
information obtained from them is tabulated in table 4.8
Table 4.8
Distribution of sampled users’ who availed
regulatory services
Regulatory services Frequency Valid Percent
Cumulative Percent
Passport 28 8.6 8.6
Driving License 97 29.7 38.2
Vehicle Registration 37 11.3 49.5
Land Registration 58 17.7 67.3
Nakal 20 6.1 73.4
Birth/ Death Registration 14 4.3 77.7
House Tax 4 1.2 78.9
Armed License 12 3.7 82.6
Certificate of Caste, Income and Domicile
57 17.4 100.0
Total 327 100.0
The data in table 4.8 indicate that most of the sampled
users’ visited e-Disha centre for obtaining driver licenses
(29.7per cent) followed by those who have to get land registration
(17.7per cent) and issue of various certificates such as caste,
income and domicile (17.4per cent).
Further, the users’ also visited the e–Disha centres in order
to attain the facilities of passport verification (8.6per cent),
vehicle registration (11.3per cent), nakal (6.1 per cent), birth
and death registration (4.3per cent), payment of house tax
(1.2 per cent) and getting armed license (3.7per cent). The most
notable thing is that only a few citizens (1.2per cent) of sampled
respondents pay their house tax through e-Disha centres
because people in the villages find it is so easy to pay the tax to
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the sarpanch instead of going to e-Disha centres located at
district/sub–division or not to pay at all. This save their time,
energy and money where as in urban areas people have an equal
choice either to visit office of Municipality or e–Disha as both are
located in same city/town. Thus, many regulatory services have
been provided by e-Disha centre at district headquarter/sub-
division and many people are availing services being provided
there (Annexure 4.1).
Now, the users’ have no need to go from pillar to post for
availing the said services including welfare services, being
provided to certain section of society or under privileged section
of the population of the state. The adoption of information and
communication technology made the services accessible at the
door- steps of people. Therefore, the sampled users’ were also
enquired about the mode of getting benefits under various social
welfare schemes of government. The responses in this regard are
tabulated in table given below:
Table 4.9
Distribution of sampled users’ who availed
welfare services
Welfare services Frequency Valid Percent
Cumulative Percent
Old age pension 114 34.9 34.9
widow pension 80 24.5 59.3
Handicapped amount 49 15.0 74.3
Assistance amount for poor family
54 16.5 90.8
Scholarship for handicapped students
28 8.6 99.4
Assistance amount for discarded children
2 0.6 100.0
Total 327 100.0
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The data in table 4.9 reveals that a considerable number of
people obtained the old age pension from e-Disha centres i.e.
more than one–third of total respondents (34.9per cent). It is
followed by widow pension services (24.5per cent). The services
of e-Disha centres have least used by discarded children to get
their government assistance as only (0.6per cent) respondents
visited the centres to get the benefits. The responses of
handicapped students who were getting various kinds of
scholarships were also not very satisfactory as only small
proportion of respondents (8.6 per cent) from this section could
avail services through e-Disha centre located in their district.
Thus, it is concluded based on the information in above
table that e-Disha centres have been utilized by the government
department to deliver the various kinds of regulatory and welfare
services and citizens are approaching these centre but the
proportion of users’ visiting these centres varies with the
demand of a particular in the society.
The researcher has also made an attempt to find out how
sampled users’ came to know about e-Disha centre. In this
regard, first of all, they were asked to tell when they came to
know about e-Disha centre. The response given by them are
tabulated and discussed below in table 4.10.
Table 4.10
Classification of users’ based on their awareness level
Awareness about e-Disha centre
Frequency Valid Per cent
Cumulative per cent
1 Year Before 94 28.7 28.7
2 Year Before 66 20.2 48.9
3 Year Before 167 51.1 100.0
Total 327 100.0
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The analysis of data reveals a majority of respondents
(51.1per cent) were well aware about the presence and utility of
e-Disha centres, almost at the time these were launched in the
district. About one fifth of them (20.2 per cent) stated that there
acquaintance with e-Disha centre is 2 years old. However, more
than a quarter of people (28.7 per cent) are very novice in their
awareness level with these e-governance projects.
The sampled users’ were also probed regarding the first
time usage of e-Disha centre. The users’ responses are tabulated
in Table 4.11.
Table 4.11
Incidence of using e-Disha facility Ist time
Year Frequency Valid per cent Cumulative per cent
2011 162 49.5 49.5
2010 56 17.1 66.7
2009 77 23.5 90.2
2008 32 9.8 100.0
Total 327 100.0
The data in table 4.11 indicates that about half of them
(49.5per cent) sampled users’ used e-Disha facility for availing
regulatory and welfare services in the year 2011 i.e. more than 2
years earlier. They are followed by (23.5 per cent) who visited
e-Disha centres in the 2009 and another (17.1 per cent) visited
in the year 2010. Only (9.8 per cent) of the sampled users’ that
is lowest used this service facility in 2008.Thus it is clear that
the awareness level of e-Disha centres among the people
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normally correspond to the time when they go visited e-Disha
centre for availing certain services.
The sampled users’ were probed for assessing qualitative
improvement brought in by e-Disha centres in dispensing
services to the people. In this regard, they were asked whether
they feel that the new paradigm of public governance brings
qualitative improvement or not? The responses of sampled
respondents are tabulated in table 4.12 given below.
Table 4.12
Perceptions regarding Qualitative Improvement
in services
Perceptions Frequency Valid per cent Cumulative per cent
Strongly agreed 170 52.0 52.0
Agreed 121 37.1 85.0
Uncertain 22 6.7 99.4
Disagree 14 4.3 93.3
Strongly disagree
00 0.0 100.0
100.0
Total 327 100.0
The data in table 4.12 reveals that a majority of the
sampled respondents (52.0 per cent) opined that the use of ICT
brought a qualitative change in the delivery system of the
government by making it efficient, economic, effective and
transparent one. The respondents interacting while being probed
and plainly stated that it helps in minimizing the role of
middlemen, and therefore successful, to a considerable extent,
in checking the corrupt practice prevalent in the administrative
system. Further, sizeable proportion (37.1 percent ) of them also
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agreed to the conception that e-Disha centres could provide
qualitative improvement in delivery of services. However, a small
proportion of sampled respondents (4.3 per cent) opined that ICT
has not been playing any role in improving the quality of delivery
of services. They considered that there has not been any change
in the mechanism of the government functioning after launching
e-Disha centres in the state. An attempt was made to know the
reasons for holding above stated view point. The investigation
mainly through observation leads to conclude that either
illiterate or lesser literate sampled respondents could not
distinguish between pre e-Disha and post e-Disha scenario of
the government delivery system, therefore pessimistic about
improvement. Thus, it can be concluded that the well educated
and especially the people from urban background and younger
generation of sampled respondents preferred the ICT based
services whereas old age, rural poor and SCs/STs found
themselves in uncomfortable situation in adopting new
technology to some extent.
The dispensation of services by a government agency
requires certain formalities which are in the form of
documentations or requiring certain witnesses or evidences. The
government functioning has always been loaded with criticism,
red – taped and bureaucratic one. Every individual has to pass
through the above stated difficulties for obtaining the public
services, welfare services or certificates etc. Therefore, it is
imperative to consider e–Disha delivery mechanism as qualitative
better than the traditional if it cannot overcome or reduce the
above stated difficulties. To know about this, the information
obtained from field survey is tabulated under table 4.13.
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Table No. 4.13
Formalities required for availing services
Formalities Frequency Valid
Percent
Cumulative
Percent
Submission of application form
131 40.1 40.1
Consultation 125 38.2 78.3
Legal advice or help of middle man
27 8.3 86.5
Self- education 44 13.5 100.0
Total 327 100.0
The data in table 4.13 indicates that (40.1 per cent)
sampled users’ stated that they submitted an application form
for availing of the services an essential and first step in each and
every services from e-Disha centre. Many of them (38.2 per cent)
also sought consultation from experts in respective field for filing
application to be attached with the application before their
submission to the centres. Some of them (8.3 per cent) agreed
that they hired the services of middlemen as they are not fully
trained or aware for assessed how to obtain service. It is really
surprising to note that only (13.5 per cent) of sampled
respondents consider themselves enough confident and educated
to get the services without taking any extended support. They
don’t see the procedure as complex and difficult one. So, it is
clear that many formalities are required for availing of services
through e-Disha centre. But, in comparison to earlier system of
delivery of services, it definitely requires lesser formalities. Now,
the citizens need not to go from one office to another office or
from one desk to another desk as officials are seated in one room
and deliver services either on one counter or at certain counters
arranged in a chain to complete one set of administrative task of
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delivery of services to the person approaching them for specified
purpose.
E-Disha is focal points for delivery of services at each
district headquarter level. Similar kinds of centres are also being
established at sub-divisional level and tehsil levels. A
programme, known as ‘village level entrepreneur’ (VLE) have also
been operational for a cluster of villages and these service
centres are known as common service centres (CSCs) also
provide services to the users’ of specified locality But, the
services at e-Disha centres or common service centres are given
only after completing or fulfilling some preliminary formalities.
The intended users’ have to submit a dully filled application
form, deposit the prescribed fees and attach or support the
application form with personal identification proof and other
requisite certificates, affidavit, testimonials, documents etc.
Thus, in a way, the whole processes looks like a traditional
administrative process.
Therefore, sampled users’ were asked to give their
perceptions regarding the preliminary formalities. Do they feel
that these formalities are time consuming or complicated one?
The perceptions obtained from them are tabulated in table 4.14.
Table 4.14
Perceptions regarding the nature of preliminary formalities
Incidence of being
complicated and time consuming
Frequency Valid
per cent
Cumulative
per cent
Yes 147 45.0 45.0
No 180 55.0 100.0
Total 327 100.0
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The data in the table 4.14 simply suggests a majority of
sampled users’ (55.0 per cent) do not consider preliminary
formalities as complicated and time consuming as the
certificates or documents or both required for the purpose in
most of the cases are available with them and they do not face
any difficulty in this regard. Therefore, they appreciated the
procedures adopted by e-Disha centres. However, rest of the
respondents complained about the complex procedure adopted
by these centres. The sampled users’ holding this view are also
right as in many cases, the users’ do not have requisite
documents, certificates required as those are either lost or
damaged or not obtained from the competent authority as that
was not required by the services seekers till the day he
approached to e-Disha centre. Moreover, there may be a
situation when the case is not of routine nature but exceptional
in its nature requiring reference and decision of competent
authority (other than who are there at e-Disha centre) as
prescribed in law. It means the process both complicated and
time consuming one.
Thus, after analyzing the preliminary formalities it is clear
that there are requirements of some formalities, but these are
very easy and conveniently completed by users’ for fulfilling their
needs.
This issue was further probed and the sampled users’ were
asked to narrate the factors which cause creating complications
in fulfilling the preliminary formalities. The information received
from them is tabulated in table 4.15
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Table 4.15
Factors causing complications to fulfill preliminary
formalities
Factors Frequency Valid
Percent
Cumulative
Percent
Illiteracy 73 22.3 22.3
Lack of guidance and discussion
108 33.0 55.4
Language difficulty 99 30.3 85.6
Unawareness 47 14.4 100.0
Total 327 100.0
The information in table 4.15 makes it clear that about one
third of sampled users’ (33.0 per cent) found that officials at
e-Disha centres do not guide and discusses the matter with the
service seekers, therefore, the process becomes complicated and
time consuming one. Similarly, almost another one third
(30.3 per cent) the language used in application form and
officials at counter is not understandable to them. The reason
the service seekers, who happen to be lesser educated is
ignorant about the administrative official language and process
and officials are required and habitual those terms and language
creating gap in communication between the officials and service
seekers. Some of the sampled users’ (22.3 per cent) stated that
illiteracy has been a reason in obstructing the complications of
preliminary formalities for obtaining the services. The remaining
(14.4 per cent) of sampled respondents consider that
unawareness due to low level of education is also a factor for
creating difficulties for users’.
Under the State Mission Mode project, e-Disha is designed
to deliver the citizens-centric services in each district level in a
138
hassle free manner. But, before the introduction of e-Disha
project, the government provides services to citizens through
various departments without using application or any means
and techniques of Information and Communication Technology
(ICT) in delivery mode. So, citizens have to rush around the
different departments for availing of services. In the present
scenario, users’/citizens have to go e-Disha centre for availing of
services. In this context, users’/citizens were surveyed for
various questions such as(1) How many times, they visited
e-Disha centre for getting a services?(2) Whether the number of
visits to get a services from government departments has
reduced. ? In this direction, an effort was made to know about it.
In this regard, sampled users’ were asked to state number of
visits they made to e-Disha centre. The information gathered
from them is presented here in table 4.16.
Table 4.16
Number of Visits made by users’
Visits Frequency Valid per
cent
Cumulative
per cent
Upto 2 Times 189 57.8 57.8
3-4 Times 74 22.6 80.4
5-6 Times 56 17.1 97.6
Many Times 8 2.4 100.0
Total 327 100.0
The data in table 4.16 shows that a majority of the
sampled users’ (57.8 per cent) made only 2 visits to e-Disha
centre to get the services. The other category of sampled users’
(22.6 per cent) has stated that they visited 3- 4 times for their
work done. However, about one sixth of them (17.1 per cent) had
stated that they visited 5-6 times. But, only a small number of
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respondents (2.4 per cent) reported that they made many visits
to e-Disha centre. It again confirms the fact that in some
exceptional cases requiring heavy preliminary formalities or
documentations, one has to make many visits otherwise it is up
to two or four visits which could get the things done in an easy,
smooth and efficient manner.
Thus, it is evident from tabulated data that after adoption
of electronic governance or digital governance the citizens are
not need to make many visits to e-Disha centre. Because, with
the help of online transaction users’ can now avail delivery of
services without any delay. In this context, when the sampled
respondents were asked about the visits they made to e-Disha
centres in the present time, they gave their perceptions. Their
views are presented in the table given below:
Table 4.17
Incidence of reduction in visit of Government offices in
relation to pre e-Disha period
Number of
Visits
Frequency Percent Valid
Percent
Cumulative
Percent
Yes 267 81.65 81.65 81.65
No 60 18.35 18.35 100.0
Total 327 100.0 100.0
The data in the table 4.17 indicates that a large majority
(81.65 per cent) of sampled respondents reveals that there is a
significant reduction in the visit they made to e-Disha centre in
comparison to pre e-Disha period. But, a small proportion of
sampled respondents (18.35 per cent) did not agree this
conception because either they are uneducated or find
themselves in difficult situation to obtaining the services from
e-Disha centre.
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The efficiency of delivery system is also associated with the
number of visitors visiting e-Disha centre in a day. The numbers
of visitors are also determining the number of visits. The
incidence that officials do not provide guidance to complete the
formalities (Table 4.15) also determined by the volume of visitors
in day. All these factors are relevant in a populous and progress
state like Haryana. Keeping in view this aspect the sampled
respondents were asked to give their perceptions regarding the
suitable time they prefer to visit e-Disha centres. Their
perceptions are given in following table.
Table 4.18
Perceptions regarding the suitable time to visit the
e-Disha centre
Suitable Time(hours)
Frequency Percent Valid Percent
Cumulative Percent
Between 9-12 AM 227 69.4 69.4 69.4
Between 2-5 PM 100 30.6 30.6 100.0
Total 327 100.0 100.0
The data in table 4.18 indicates that (69.4 per cent) of
sampled respondents prefer the time between 9 AM to 12 AM to
visit the e-Disha centre. However, remaining (30.6 per cent)
sampled respondents stated their preferences in between 2 PM to
5 PM. Although, the e-Disha centre is open for users’/citizens
from 9AM to 5 PM. But, as most of the users’ come from the area
around the district headquarter, therefore, they prefer to visits
in morning and as a result there are long queue at some
windows. In such a situation, the local users’ or whoso in
employment prefer to visit e-Disha centre in second shift in
evening.
141
Generally, all citizen-centric services are provided through
single window system. But, sometimes some of window remains
closed due to technical complication and other reasons. This
resulted in overcrowding at another window. In the study data
are collected to know the perceptions of users’ regarding non
availability of services at some window due to crowding at
another window. It creates inconvenience to the users’ and
increasing their waiting hours. Therefore, the sampled users’
were probed in this regard and their perceptions are tabulated in
table 4.19
Table 4.19
Perception regarding the non-availabity of services at some
windows which causes crowding at another window
Overcrowded Frequency Valid
Per cent
Cumulative
Per cent
Yes 239 73.1 73.1
No 88 26.9 100.0
Total 327 100.0
The data in table 4.19 reveals that a large majority
(73.1 per cent) of sampled users’ found that some service
windows remain closed due to some reasons such as non
availability of electric supply, on line connection problems, non-
availability of concerned officials/employees that causing
crowding at another window. But, a quarter of them
(26.9 per cent)) of sampled users’ did not foresee such situation
for the reason best known to them. Thus, overcrowding due to
one reason or the other is normal phenomenon at e-Disha
centre.
The government is committed to provide efficient and
hassle free services to the citizens. Hence, for fulfilling this
quest, it has launched a single window services to provide a wide
142
range of public services to the visitors. But, as stated earlier,
there are long queues and users’ have to wait for their turn.
Obviously, it is pertinent to ask them about the waiting hours
they have to spend there. The informations given by sampled
users’ in this regard is given in table 4.20
Table 4.20
Perceptions regarding their turn at e-Disha centre
Waiting
Time
Frequency Valid per cent Cumulative per cent
One Hour 139 42.5 42.5
Two Hours 72 22.0 64.5
3-4 Hours 114 34.9 99.4
More Hours 2 0.6 100.0
Total 327 100.0
The data in table 4.20 clearly shows that large proportions
(42.5 per cent) of them have to wait for one hour; two hour
(22.0 per cent); and remaining (34.9 per cent) waited for 3-4
hours. Thus, it is crowded place and almost everyone has to wait
for their turn for shorter or longer period depending upon the
time and day they visited the centre.
The crowd is a natural phenomenon at the service centre
and it is obvious at e-Disha centre. Moreover, there is
commitment to make the services delivery smooth and
comfortable therefore, waiting hall with adequate amenities have
been provided for the convenience of users’/citizens so, that they
can wait for their turn. But, the question, whether the citizens
are comfortable in the waiting hall or not requires a probe,
therefore, they were asked to give their perceptions on this
aspect. Their perceptions are tabulated in table 4.21
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Table 4.21
Perceptions regarding comfortable level of waiting hall
Level of comfort Frequency Valid
Percent Cumulative
Percent
Comfortable 110 33.6 33.6
Not comfortable 101 30.9 64.5
Crowdie and suffocated
87 26.6 91.1
Unclean 29 8.9 100.0
Total 327 100.0
The data in table 4.21 provides an account of sampled
users’ and clearly reveals that only one third of them
(33.6 per cent) stated that the waiting hall as comfortable one.
The remaining (30.9 per cent) complained that it is not
comfortable (26.6 per cent) opined that it is crowded and
suffocated one and (8.9 per cent) reported its uncleanliness.
Therefore, it is concluded that waiting hall at e-Disha
centre are not very neat and clean and comfort, perhaps over
crowdedness has been responsible for it. The sampled users’ also
stated even when they were not asked that the state government
should take effective steps such as appointment of extra staff,
open more windows, strict control over employees to avoid the
problem of over crowdedness at single window for speedily
disposal of public services at e-Disha centre.
Basically, e-Disha centre is established at suitable and
sufficient space which is decided by District Information
Committee under the supervision of concerned Deputy
Commissioner. But, whether the said committee has been able to
144
select such place or not a question need to be answered in order
to understand the efficacy of e-Disha centre. Further, the users’
are the best judge to answer the question, hence they were asked
to give their perceptions about sufficient space at e-Disha
centre. The following table 4.22 shows their perceptions.
Table 4.22
Perceptions regarding availability of space at e-Disha centre
Space Frequency Percent Valid
Percent Cumulative
Percent
Yes 206 63.0 63.0 63.0
No 121 37.0 37.0 100.0
Total 327 100.0 100.0
The data in table 4.22 indicates a majority of sampled
users’ (63.0 per cent) affirmed that there is sufficient space for
e-Disha centre. On contrary (37.0 per cent) gave negative
remarks regarding availability of sufficient space.
Thus, it is obvious from above table that according to
majority of sampled users’ there is sufficient space for e-Disha
centre selected in present study but as one third of them do not
consider so they might visualized volume of visitors to e-Disha
centre in future. The crowding and waiting hours ’ related
information presented and discussed earlier in this chapter
confirms the minority view points.
The state government is responsible for delivery of services
to users’/citizens in an effective and cost less manner through
e-Disha centre. At these centres officials and employees are
appointed to deliver the services at district level, sub-divisional
level and tehsil level.
145
The officials and employees are made accountable towards
the needs of users’ at e-Disha centres. In this context the
attitude and behavior of official deployed at e-Disha centre is
also probed by asking their perceptions regarding behavior and
attitude of officials. The perceptions of sampled users’ for the
purpose of comprehensive categorized as: courteous sometimes,
enough courteous, uncertain and negligible level of courtesy.
Table 4.23
Perceptions of users’ regarding the behavior of Officials
at e-Disha centre
Behavior of official Frequency Valid Percent
Cumulative Percent
Courteous sometimes 114 34.9 34.9
Fairly courteous 104 31.8 66.7
Uncertain 68 20.8 87.5
Negligible level of
courtesy
41 12.5 100.0
Total 327 100.0
The data in table 4.23 reveals that only (31.8 per cent) of
sampled users’ rated that they as fairly courteous and another
(34.9 per cent) could call them as courteous one. Thus, for a
majority of them (66.7 per cent) the officials are good mannered
and interact in civilized way. However, about one tenth (12.5 per
cent) rated the officials as possessing negligible level of
courteously. A sizeable proportion of sampled users’ (20.8 per
cent) were unable to say anything regarding the behavior of
officials. Thus, it is clear from the data that the behavior of
officials/employees is more or less courteous towards users’.
However, it is also expected that the officials should be more
146
courteous and accommodative towards users’/citizens problems
as per the spirit of the citizen-centric governance.
Before adoption of e-governance in administration, all
citizen-centric services were used to be delivered manually by
departmental officials/employees. But, after adoption of model of
e-governance all data is in digitalized mode. The users’/citizens
have been empowered to check information on website of
respective government department or agency. Obviously, it has
brought transparency and helped in ensuring economy in
delivering many services to the users’. The sampled users’ were
also asked to narrate their experiences in this regards and their
feelings are presented in table 4.24 given below:
Table 4.24
Perceptions regarding the role played by e-Disha to ensure
transparency in administration
Transparency Frequency Valid Per cent
Cumulative Per cent
Strongly agree 111 33.9 33.9
Agree 141 43.1 77.1
Disagree 44 13.5 90.5
Strongly disagree 31 9.5 100.0
Total 327 100.0
The data in table 4.24 reveals that (33.9 per cent) of
sampled respondents strongly agree to the conception that
e-Disha centre brings transparency in administration and
another (43.1 per cent) of them also agreed to this view point.
However, (9.5 per cent) strongly disagreed and (13.5 per cent)
were disagreed about it. Thus, empirical information obtained
during the study lead to conclude that a large majority are
convinced from the fact that e–Disha centres will ensure
147
transparency in administration which was completely missing in
traditional administration.
The transparency is advocated as cardinal principle for
good governance and citizen-centric governance. The right to
information coupled with e-governance has been considered
instrumental for ensuring not only rule of law but also in
checking prevailing corruption in the administration. It has also
been considered as a tool to eliminate the root of middlemen as
used to be in traditional administration of pre e-governance
time. Therefore, the issue is probed and sampled users’ were
asked to state whether they are issued the receipt of the money
deposited with e–Disha centre. It is pertinent in the sense that
e-Disha centre are being run on self- sustaining basis which
means, the centres are charging services fees in addition to
government fees for the specified services. The responses
obtained from sampled users’ are tabulated in table 4.25.
Table 4.25
Incidence of receiving receipt for the amount deposited
with e-Disha centre
Receipt for depositing amount
Frequency Valid Percent
Cumulative Percent
Yes 149 45.6 45.6
No 178 54.4 100.0
Total 327 100.0
The data in table 4.25 reveals that a majority of sampled
users’ (54.4 per cent) stated that they are not given receipt of the
amount deposited by them. However, the remaining affirmed it.
The reason for contradictory view is that users’ are charged
services charges but receipt is not given for it. They receive the
receipt of the fees earmarked for the services fixed by the
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government. Therefore, appropriate steps are required to make
the governance transparent one, even if in the matter of services
charges of e-Disha centre collected from the users’. The
government has also initiated a programme to send alerts on
mobile phone but it is not appropriately noticed by many who
responded negatively.
The day to day administration of e-Disha centre is operated
by officials/employees. These officials deliver the services to
users’/citizens in accountable and transparent manner. The
users’/citizens gave following responses regarding availability of
efficient and capable officer at e-Disha centre in following table:
Table 4.26
Perceptions regarding the availability of efficient and
trained officers at e-Disha centre
Trained and Efficient officers
Valid Percent Cumulative Percent
Yes 62.1 62.1
No 37.9 100.0
Total 100.0
The data in table 4.26 reveals that (62.1 per cent) of total
sampled users’ gave positive response that the appointed officer
at e-Disha centre are efficient, trained and are effectively
performing their duties. However, about one third of them
(37.9 per cent) do not consider so. The responses are as per
expectation and obvious also as every one cannot be efficient
and capable in an organization. Moreover, the rating has also
subjective and relative ones.
Now-a-days, all kind of information related to
administration is available on web. The users’/citizen can check
updates regarding information and services on concerned
149
websites of departments. The users’/ citizens have given their
perceptions about availability of information about various
regulatory and welfare services in the following table:
Table 4.27
Perceptions regarding availability of information about
various services on the web
Information on web Frequency Valid Per cent
Cumulative Per cent
Yes 279 85.3 85.3
No 48 14.7 100.0
Total 327 100.0
The information in table 4.27 reveals that a large majority
(85.3 per cent) are aware that the information about various
services is available on website of concerned department. The
other sampled users’ that is only (14.7 per cent) did not affirm
the availability of information on the website of department It is
stated that either the information are not available or not
updated regularly. Thus, it is concluded that ICT has become an
effective tool to furnish information to all concerned government
department are obliged to furnish all information pertaining to
the citizens on their website. But there is practice and tendency
on the part of administrative agency not to fulfill their obligation
of furnishing information on web and making the governance
transparent one.
Further, empirical information was collected from sampled
users’ to find out the role of e-Disha in making the government
accountable one.
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Table 4.28
Perceptions regarding the role played by e-Disha in
making the government accountable
Accountability Frequency Valid Per
cent
Cumulative Per
cent
Yes 288 88.1 88.1
No 39 11.9 100.0
Total 327 100.0
The data in the table 4.28 shows that overwhelming
majority (88.1 per cent) of the total sampled respondents have
affirmed that e–Disha centre are definitely playing a role in
making administration accountable one. However, (11.9 per cent)
of them are not convinced about it. The quest for making the
government has not stopped merely in establishing e-Disha
centres but the measures and programme like right to services
acts etc. will make more accountable and answerable to the
citizens. But, e-Disha centres will always be instrumental in
doing so.
An effort has also been made to know the perceptions of
sampled users’ regarding the role played by e-Disha centres in
making the government efficient and effective one. The
perceptions of sampled respondents are given in table 4.29:
Table 4.29
Perceptions regarding the role played by e-Disha in making
the government efficiency and effectiveness
Efficiency and
Effectiveness
Frequency Valid Per cent Cumulative
Per cent
Yes 288 88.1 88.1
No 39 11.9 100.0
Total 327 100.0
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Like earlier, the overwhelming majority (88.1 per cent)
affirm that e-Disha centre also play an effective role in
increasing efficiency and effectiveness of administrative system
However, (11.9 per cent) of sampled respondents do not have the
similar perceptions.
The state government has established e-Disha project in
each district at mini secretariat for providing services to the
citizens. In addition to this, District level e-Disha centre
(DleDCs) also known as common service centre (CSC) are also
established at sub-divisional, tehsil and block level for providing
services to users’ /citizens. In the field survey respondents gave
their views regarding distance of e-Disha centre from their
residence in following table:
Table 4.30
Distance of e-Disha centre from users’ residence
Distance from residence
Frequency Valid Per cent
Cumulative Per cent
Between 0-5 km 132 40.4 40.4
Between 5-10 km 94 28.7 69.1
Between 10-15 km 65 19.9 89.0
More than 15 km 36 11.0 100.0
Total 327 100.0
The data in the table 4.30 depicts that a large number of
respondents (40.4per cent) have the opportunity to access the
e-Disha centre within a range of 5 kms. These are mostly those
respondents who are residing in urban areas i.e. at district/
sub-division/ tehsil headquarter or the villages which lie in the
close vicinity of the cities. But, a considerable number of
respondents (one third) of total have to travel a long distance
(more than 10 kms) to avail of the services of e-Disha centre.
152
From the above data, it can be concluded, that the reach of
people to these centres is not suitable and easy. There is need
for establishment of more e-Disha centres at sub-tehsil/ block
headquarter and village level.
The respondents were asked to give their perceptions
regarding benefits of ICT in administration. Their responses are
tabulated in table 4.31:
Table 4.31
Perceptions regarding the benefits of using ICT in
administration
Benefits of ICT Frequency Valid Per cent
Cumulative Per cent
Efficiency 84 25.7 25.7
Economy 56 17.1 42.8
Effectiveness 136 41.6 84.4
Proper record keeping 30 9.2 93.6
Objectivity in treatment 21 6.4 100.0
Total 327 100.0
It is found from the data provided in the table 4.31 that
every sampled respondents affirmed the benefits of ICT in
administration. The benefits narrated by them are efficiency
(25.7 per cent), economy (17.1 per cent), effective (41.6 per cent),
proper record keeping (9.2 per cent) and objectively in treatment
(6.4 per cent). Thus, it can be concluded that in the present
scenario, the respondents realized the importance of ICT and
welcomed its operations.
Generally, the government is fully responsible, accountable
towards the needs and expectations of users’. During the field
survey, conducted to collect data for the present study, data was
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collected from users’/citizens to know their further expectations
from government. The users’ responses regarding this dimension
are grouped into five categories in terms of governmental
services effectiveness, efficiency, economy, easy access, and
special consideration for disabled persons. The expectations of
users’ are tabulated in following table 4.32:
Table 4.32
Users’ expectations of services from government
Expectations Frequency Valid Per cent
Cumulative Per cent
To be effective 62 19.0 19.0
To be efficient 130 39.8 58.7
To be economical 42 12.8 71.6
To be easy access 58 17.7 89.3
Special consideration
for disable persons
35 10.7 100.0
Total 327 100.0
The information in table 4.32 indicates the largest
proportion of sampled users’ (39.8 per cent) expect that the
governance needs to be efficient; they are followed by (19.0 per
cent) who wishes it to be effective; another (17.7 per cent) wants
that there should be an easy access of common man . About one
eighth emphasizes that it should be economical; and remaining
(10.7 per cent) requires it to be sympathetic to certain classes of
disabled persons. Thus, the sampled users’ expect that the
governance need to be efficient, economic, effective, responsive
and sensitive to the needs of the society.
Now a day, the use of IT in administration has become the
necessity of government as well as of citizens. The technology
154
has become part and parcel of people ’s life. The expectations of
people are continuously rising but the government fails in
addressing all the demands made by them. Therefore, the
sampled respondents were asked to narrate the problems, they
usually come across at e-Disha centres.
Table 4.33
Problems narrated by users’ at e-Disha centre
Problems Frequency Valid Per cent
Cumulative Per cent
Indifferent attitude of
officers
42 12.8 12.8
Excessively over crowding 100 30.6 43.4
Delay and disruption of
on-line connection
79 24.2 67.6
Absence of separate
window for senior citizens
36 11.0 78.6
Lack of training and
traditional approach of
employees
37 11.3 89.9
Lack of basic amenities 33 10.1 100.0
Total 327 100.0
The information in table 4.33 reveals that that the e-Disha
centre is a crowded place as perceived by 30.6 per cent of the
sampled users’. The second problem is delay in delivering the
services (in terms of waiting hour) and disruption of on – line
connection (24.2 per cent) and these results into disturbance in
daily routine administrative activities. The other (12.8 per cent)
of total users’ indicates about indifferent attitude of officers.
They reported that the officers are not cordial and discourteous
towards users’. The another (11.3per cent) of sampled users’
155
found that the employees/officers at e-Disha centre are not fully
trained and capable in performing their work. Some of the
sampled users’ (11.0 per cent) brought to notice, the non
availability of separate window for senior citizens for availing of
the services. A small number of users’ (10.1 per cent) also told
about the absence of basic facilities at the centres.
Thus, the e-Disha project is providing various kinds of
services to citizens but people are not fully satisfied with their
performance. Therefore, suggestions were invited during field
survey to improve the functioning of e-Disha centre. The users’
gave various types of suggestions to bringing further
improvements in the working of e-Disha centres. The information
given by sampled users’ is tabulated in table 4.34:
Table 4.34
Suggestions
Suggestions Frequency Valid Per cent
Cumulative Per cent
Adequate facilities should
at service centres
52 15.9 15.9
Provision for special class of citizens
130 39.8 55.7
Speedily delivery of
delivery of services
76 23.2 78.9
Attitude of employee for delivery of services should be positive
69 21.1 100.0
Total 327 100.0
The information in table 4.34 shows that 39.8 per cent of
sampled users’ suggested that there should be a provision for
special window for disadvantaged class such as handicapped
persons, old age persons and women at e-Disha centre. The
156
other group of users’ (23.2 per cent) suggested for evolving an
effective mechanism for speedily disposal of services to avoiding
the problem of delay. A considerable number of respondents
(21.1 per cent) suggested that an effort to bring a positive
change in the attitude of officials while delivering services to the
people is the need of the hour. Besides, proper facilities such as
waiting hall, drinking water, sitting arrangement, inquiry
window are also essential, was suggested by 15.9 per cent of
total respondents.
Thus, it is clear that e-Disha centre in the state requires
adequate improvements in accordance with the suggestions
made by the sampled users’. Only then, these centres would be
able to call as users’ friendly.
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