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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

123

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.

126

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

135

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

139

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.

140

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

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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.

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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

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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

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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

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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.

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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

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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.