=Paper=
{{Paper
|id=Vol-3090/paper31
|storemode=property
|title=Trajectories of India’s Experiments With Digitisation: From Computerisation to Digitisation, Governance Shaped by Evolving Technology
|pdfUrl=https://ceur-ws.org/Vol-3090/paper31.pdf
|volume=Vol-3090
|authors=Saraswathi Unni
|dblpUrl=https://dblp.org/rec/conf/ims2/Unni21
}}
==Trajectories of India’s Experiments With Digitisation: From Computerisation to Digitisation, Governance Shaped by Evolving Technology==
https://ceur-ws.org/Vol-3090/paper31.pdf
Trajectories of India’s Experiments With Digitisation:
From Computerisation to Digitisation, Governance Shaped
by Evolving Technology
Saraswathi Unnia
a
Aurangabad, Maharashtra, India.
Abstract
This paper analyses the evolution of e-Governance and examines its features with reference
to India. It examines the impact of evolving technology on e-governance and evaluates the
challenges posed in the governance of Digital Space, offers solutions to current problems and
forecasts the global e- Governance framework of the future. The key objective of this paper is
benchmarking various agencies of the government of India on their e-Governance-Service
delivery performance. This paper attempts to ensure that the developing country perspective
is clearly articulated
Keywords 1
e-Governance in India, Digital Government Stage Analysis Framework, Benchmarking e-
services, Assessment Survey
1. Introduction
India ranks third among the most attractive investment destinations for technology transactions in
the world.
1. In September 2020, India moved four places up to reach the 48th rank and made to the top 50
countries in the Global Innovation Index (GII) for the first time.
2. India ranks in the top 15 for indicators such as ICT (Information and Communication
Technology) services exports, graduates in science and engineering, government online services and
R&D-intensive global companies.
3. India ranked 52 in Global Innovation Index (GII)-2019. It moved up to fifth rank in Global
R&D Funding Forecast 2020.
India’s gross expenditure in R&D was forecast to reach US$ 96.50 billion in 2020. By 2022,
R&D expenditure is targeted to reach at least 2 per cent of the country’s GDP [2].
Considerable investment and development have been incurred in different sectors such as
agriculture, healthcare, space research, and nuclear power through scientific research.
India is among the topmost countries in the world in the field of scientific research, positioned
as one of the top five nations in the field for space exploration.
The country has regularly undertaken space missions, including missions to the moon and the
famed Polar Satellite Launch Vehicle (PSLV) [2].
India is likely to take a leading role in launching satellites for the SAARC (South Asian
Association for Regional Co-operation) nations, generating revenue by offering its space facilities for
use to other countries [2]. https://www.natureindex.com › indian-science-ascending
Using PPP (Purchasing Power Parity) exchange rates, India already is the fourth largest
economy in the word. India’s key strengths are its large domestic market, its young and growing
population, a strong private sector with experience in market institutions, and a well-developed legal
and financial system [18,19,20].
IMS 2021 - International Conference "Internet and Modern Society", June 24-26, 2021, St. Petersburg, Russia
EMAIL: saraunni228@gmail.com
ORCID: 0000-0003-4054-3686
© 2021 Copyright for this paper by its authors.
Use permitted under Creative Commons License Attribution 4.0 International (CC BY 4.0).
CEUR Workshop Proceedings (CEUR-WS.org)
312 PART 2: E-Governance
In addition, from the perspective of the knowledge economy, another source of strength is a
large critical mass of highly trained English-speaking engineers, businesspeople, scientists, and other
professionals, who have been the dynamo behind the growth of the high-value service sector [
18,19,20].
The United Nations Department of Economic and Social Affairs (UNDESA) conducts e-
Government Survey across the globe every two years and comes out with its benchmark
reports. India has made significant improvement in its e-Government Development Index from
118 in 2014. 107 in 2016 to 96 in 2018 [12]. https://www.un.org › desa › dpad › publication
Therefore, an analysis of the impact of evolving technology on e-governance in India provides a
critical understanding of the implications of the digital revolution for developing countries and
countries in transition.
2. Research Question/Problem Statement
Globally, e-Governance Developments (EGDs) are still progressing. Developing countries like
India with a large population and distributed administrative structure, face many challenges towards
this progression [9].
The key objective of this paper is benchmarking various agencies of the government of India on
their e-Governance-Service delivery performance. This paper explores the EGD scenario in India and
benchmarks it as per national standards using the UNDESA survey framework carried out by the
United Nations. India faces many constraints like other developing countries and shows low indices
on certain parameters [5]. The paper analyses the grounds for this tardy growth. The paper locates the
lacunae in the e-Governance system of India. The results of this study can help strategize EGDs
especially towards interoperability and integration issues. It is this perspective, plus the fact that the
paper sets out to consider the implications of the Digital revolution for developing countries and
countries in transition, which provides its unique approach. This paper attempts to ensure that the
developing country perspective is clearly articulated.
3. Research Methodology
This paper presents a four-stage Digital Government Evolution Model comprising Digitization
(Technology in Government), Transformation (Electronic Government), Engagement (Electronic
Governance) and Contextualization (Policy-Driven Electronic Governance) stages; provides evidence
in support of this model drawing upon the study of Indian Digital Government literature in published
between 1990 and 2020.
The paper uses the Digital Government Stage Analysis Framework to explain the evolution,
implementation, impediments, and forecasts for the future. The framework is based on the Online
Service Index (OSI) of UNDESA e-Government Survey and further customized for the Indian federal
structure and e- Governance landscape of the States and Union Territories of India. The parameters
identified for assessment are from the service recipient perspective and therefore focused on citizen
centric approach.
This assessment framework is applied as a benchmarking tool to evaluate common services
provided to citizens (G2C). business users (G2B) and government departments (G2G). These
services under the identified focus sectors of Finance, Health. Social Welfare, Education. Labour
& Employment and Environment which are considered core departments and are provided by all
States and Union Territories and respective Central Ministries.
As the paper consolidates a representative body of the Digital Government literature in India, it
could be also used for defining and integrating future research in the area.
IMS-2021. International Conference “Internet and Modern Society” 313
4. e-Governance in India
e-Governance comprises the use of information and communication technologies (ICTs) to support
public services, government administration, democratic processes, and relationships among citizens,
civil society, the private sector, and the state [31, 28].
4.1. Stage-1: Digitisation
Electronic governance or e-Governance is adopted by countries across the world. In a fast-growing
and demanding economy like India, e-governance has become essential [24].
http://www.mit.gov.in/content/informationtechnology-act
The rapid growth of digitalization has led to governments the world over introducing and
incorporating technology into governmental processes. Electronic governance or e-governance can be
defined as the usage of Information and Communication Technology (ICT) by the government to
provide and facilitate government services, exchange of information, communication transactions and
integration of various stand-alone systems and services [2]. In other words, it is the use of technology
to perform government activities and achieve the objectives of governance. e-Governance can take
place in four major types of interactions: Government to Government (G2G) Government to
Citizen (G2C). Government to Businesses (G2B) Government to Employees (G2E)
The launch of National Satellite-Based Computer Network (NICENET) in 1987 and subsequent
launch of District Information System of the National Informatics Centre (DISNIC) programme to
computerize all district offices in the country for which free hardware and software was offered to the
State Governments to provide the requisite impetus for e-governance, may be considered as the first
phase. e-Governance thereafter developed with the growth of technology [13]
http://arc.gov.in/11threp/ARC_11th_report.htm
4.1.1. Stage 2: Transformation
The Transformation Stage is in principle internal to government organizations and how they
interact with each other. The main mechanism to carry out such improvement is technological and
organizational innovation, including a fundamental rethink of what a technology-enabled government,
organization or sector does or should do in digital terms and how to align its business and
technological developments. The main enabler to carry out such improvement is the digital and
technological environment, including related capabilities and structures, established as part of the
Digitization Stage [8].
Through e-governance, government services are made available to citizens and businesses in a
convenient, efficient, and transparent manner. Examples of e-governance include Digital India
Initiative, National Portal of India, Prime Minister of India portal, Aadhar (Unique Identity Number),
Filing and payment of taxes online, Digital land management systems, Common Entrance Test etc
[13]. http://planningcommission.nic.in/plans/planrel/fiveyr/welcome.html
The National e-Governance Plan approved in 2006 has made progress through Mission Mode Projects
and Core ICT Infrastructure [13] http://mit.gov.in/sites/upload_files/dit/files/Compendium_FINAL_V
ersion_220211. Today, there are a large number of e-Governance initiatives, both at the Union and
State levels [13]. https://www.scribd.com/document/44296404/E-Readiness-Report-202008 The
second phase of the e-Governance programme to transform India into a digitally empowered society
and knowledge economy is transformational in nature and meant to ensure that all government
services are available to citizens electronically [24].
http://www.mit.gov.in/sites/upload_files/dit/files/DraftEDSBill_11042011.pdf. It also brought in
public accountability through mandated delivery of government’s services electronically [13].
http://planningcommission.nic.in/plans/planrel/fiveyr/welcome.html
314 PART 2: E-Governance
4.1.2. Stage 3: Engagement
In 2006, the National e-Governance Plan (NeGP) was formulated by the Department of
Electronics and Information Technology and Department of Administrative Reforms and Public
Grievances that aimed at making all government services accessible to the common man, ensure
efficiency, transparency, and reliability of such services at affordable costs to realise the basic needs
of the common man [12]. http://www.mit.gov.in/sites/upload_files/dit/files/documents
/12th_Nov_NAG_261110 pdf
The NeGP has enabled many e-governance initiatives like: Digital India was launched in 2015 to
empower the country digitally. Its main components are:
1. Developing a secure and stable digital infrastructure
2. Delivering government services digitally
3. Achieving universal digital literacy.
As on 31st May 2021 there are a total of 3,836 integrated e-services that the Government of India
offers. However, a significant achievement is imparting sensitization on the importance of service
delivery effectiveness and promoting participation of all Departments and Ministries at state, and
Central Level to adopt the e- Government framework in their day-to-day functioning to reinforce the
vision Of MINIMUM GOVERNMENT AND MAXIMUM GOVERNANCE.
4.1.3. Stage 4: Contextualisation
The Contextualization Stage includes responding to the changing needs and aspirations of the
society, supporting self-governance for local communities to be able to govern themselves with no or
little interference from government. Digital Government innovations employed at the
Contextualization Stage include – emergency assistance and community response grids, usually
through mobile apps, during disasters. For instance, the 112 India has buttons for 4 major Emergency
Alert Options- Fire, Medical, Police & Other with a google map to pinpoint the location of the user.
‘MyGov Corona News desk’ and ‘Arogya Setu App’ provides all statistical updates on COVID.
Mobile collaborative transport and social transport apps, for example ‘m-Indicator’ App provides live
train & bus tracking in select Indian cities. There are public services for vulnerable groups, digital
social innovation and outcome-based funding, remote and self-health monitoring apps. For crime
mapping and crime hotspot monitoring, GIS (Geographic Information System) helps to identify such
spots and analyse crime incidence patterns [12]. http://mit.gov.in/content/framework-mobile-
governance
Developed over more than two decades of technology innovation and policy response, an
assessment of e -governance in India shows that the greatest investment and progress have been made
in enhanced public services and improved government operations [5].
http://www.nisg.org/knowledgecenter_docs/A01000001.pdf
Policy development has moved forward on several fronts, but new policy issues continually add to
an increasingly complex set of concerns. The least progress appears to have occurred in enhancing
democracy and exploring the implications of e-governance for administrative and institutional reform.
ICT-enabled governance will continue to evolve for the foreseeable future providing a dynamic
environment for ongoing learning and action [8]. http://www.scopus.com/inward/record.url?eid=2-
s2.0-70349160519&partnerID=tZOtx3y1
4.1.4. Limitations of the 4-stage Digital Government Evolution Model
First, is the tension between the sharp logical characterization of different stages of the Digital
Government Evolution Model and the fuzzy and complex nature of some Digital Government
initiatives.
Second, the subjectivity of the classification into stages; as some borderline cases may cover more
than one stage, the classification only demonstrates generic developments.
IMS-2021. International Conference “Internet and Modern Society” 315
Third, unlike the stages of growth models, the Digital Government Evolution Model is not aimed
at leading organizations toward higher stages of Digital Government maturity, but capturing their
factual evolution at the macro level, often with different stages of their evolution co-existing in time.
5. Benchmarking / Qualitative Assessment of Digital services: An Analysis
The quality of state portals has been assessed on four parameters, viz., Accessibility, Content
Availability, Ease of Use, and Information Security and Privacy. Based on the information
provided by the states, to the NeSDA portal of Government of India, assessment scores for each the
four parameters were calculated. Further, based on the overall score – average across all the four
parameters, the States have been ranked accordingly [2].
Sectors covered in Assessment of state portals
1. Finance 2. Education 3. Labour & Employment 4. Social Welfare (including Health and
Agriculture) 5. Local Governance and Utility Services 6. Environment
Criteria for evaluating Accessibility. The criteria that were assessed are whether the website
supports: • People with various disabilities (Auditory, Physical, Speech, Visual, Temporary
Disabilities, People with Limited Bandwidth, etc.) • Multi-Lingual support • Compatibility with
multiple devices • Compatibility of website with various search engines and resolutions, etc. •
Compliance standards of the website • Multi-Media compatibility (Videos, Audio, Images and
Animations, etc.) • Creation of personal Login profiles to avail the service • Provision to upload
documents with online/offline support.
Criteria for evaluating Content Availability. The criteria that were assessed are whether the
website has: • Presence of Reliable content • Availability of updated and relevant information •
Presence of Timestamps and Sitemaps • Presence of Help and FAQ sections • In line with the various
policies (Copyright policy, Open data policy, etc.) • Availability of statistics and factual data on the
website.
Criteria for evaluating Ease of use. The criteria that were assessed are whether the website has: •
Availability of essential, enhanced, and advanced features • Presence of user manuals, ‘how-to’
guides to avail the services • Efficiency and effectiveness of the website • Availability of internal
workflow mechanism and service delivery charters • Presence of What’s New sections • Complaints
resolution mechanism • Comfort and acceptability level of users
Criteria for evaluating Information security & privacy. The criteria that were assessed are whether
the website has: • Been hosted on HTTPS protocol • Security policy to safeguard the user data •
Mobile and email alerts during unauthorized changes to user profiles • Compliance with GIGW and
W3C • Carried out TPA (Third Party Audit) for online security • Presence of copyright Statements
and disclaimers.
5.1. Assessment Methodology
The assessment was done in 4 stages.
Stage 1 - Basic Data Entry
In this stage, the uploaded URLs for the mandatory services from 6 identified sectors was
examined. The services considered for this stage of data entry were in the Government to Citizens
(G2C) (Citizen Services) and Government to Business (G2B) (Small Business Services) categories.
Stage 2 – Review of Basic Data Entry
In this stage, the URLs uploaded were examined to verify whether the service links were
functional.
Stage 3 - Detailed Portal/ Service Questionnaire
In this stage, assessment questionnaires for the approved portals and services were given to the
SPOCs (Single Point of Contact) of the Departments. They had the option to choose ‘Yes’, ‘No’ or
‘Not Applicable’ for each of the questions in the assessment questionnaire.
Stage 4 - Review of Detailed Portal/Service Questionnaire Reponses
In this stage, the responses to questions submitted by the SPOCs in Stage 3 were reviewed.
316 PART 2: E-Governance
5.2. Calculation Methodology
Binary Evaluation method. Each parameter had specific numbers of questions. The responses
submitted (Yes, No, Not Applicable) were evaluated in the binary mode (Accept / Reject). The
number of questions in each parameter for Services were Accessibility (19), Content Availability
(12), Ease of Use (11), Information Security and Privacy (8) The number of questions for the
portal, was Accessibility (11), Content Availability (9), Ease of Use (13), and Information Security
and Privacy (9)
The table below indicates the scores when a particular response is accepted or rejected. When a
‘Not Applicable’ is accepted, the total count (base) gets reduced by one. The scores for a particular
service, across all parameters, were calculated in this manner.
Table 1
# Response Accept Reject
1 Yes 1 0
2 No 0 -
3 Not C-1 0
Applicable
C indicates the total number of questions for the respective parameter.
Step 1: Calculation of Score of an Assessment Parameter ‘P’ across all service portals of a
sector.
SP= __RPY_____
(QP - RP-NA)
Where
SP = Score of Parameter ‘P’ of a sector
QP = No. of Questions under Parameter ‘P’ across all service portals of that sector
RP-Y = Sum of Responses with Yes (Yes = 1) under Parameter ‘P’ across all service portals
of that sector
RP-NA = Total number of Responses with ‘Not Applicable’ under Parameter ‘P’ across all
service portals of that sector
Step 2: Calculation of Overall Score of a Department for a Sector.
Overall Score (OS) = S1 + S2 + S3 + S4 + S5 + S6 + S7
Where
S1 = Score of Accessibility Parameter of that sector
S2 = Score of Content Availability Parameter of that sector
S3 = Score of Ease-of-Use Parameter of that sector of that sector
S4 = Score of Information Security & Privacy Parameter of that sector
S5 = Score of End Service Delivery Parameter of that sector
S6 = Score of Integrated Service Delivery Parameter of that sector
S7 = Score of State and Request Tracking Parameter of that sector
Step 3: Ranking of States within a sector:
a) Calculate the Overall Score of each State
b) Sort the States in descending order of the Overall Score with highest overall score ranked as
‘1’, and so on.
IMS-2021. International Conference “Internet and Modern Society” 317
5.3. Assessment of states across all parameters
The overall assessment score of the state portals is depicted graphically below:
Figure 1: Assessment of Select states (India)
Kerala, Goa, Haryana, and West Bengal are leading state portals with more than 65% compliance
to the criteria assessed across all the assessment parameters • States have higher compliance to the
criteria assessed in Ease-of-Use parameter compared to other parameters
Note: India has 29 states (federating units) & 8 Union Territories (Union Territory is a small
administrative unit that is governed by the central government). 8 North Eastern states and Himachal
Pradesh (Northern state) and the 8 UTs have not been included in this list. 2 states had not provided
adequate data. However, this is a representative study meant to analyse the efficacy of e-Governance
in India in a brief and concise Research Paper.
5.3.1. The analysis of the state portals on the four assessment parameters is
mentioned below:
Key Observations
Accessibility • Gujarat, Kerala and Rajasthan are the leading state portals with more than
60% compliance to the criteria assessed under this parameter.
Amongst the other States in this category, four States have their portals with compliance between
50% to 60%, nine States have compliance between 25% to 50% to the criteria assessed under this
parameter.
Content Availability
Kerala, Chhattisgarh, Goa, Punjab, and West Bengal are the leading state portals with more than
75% compliance to the criteria assessed under this parameter• Five States have their portals with
compliance between 50% to 75%, while six States have their portals with compliance of 25% and
lower to the criteria assessed under this parameter.
Ease of Use
Haryana, Kerala, and West Bengal are the leading state portals with more than 90% compliance to
the criteria assessed under this parameter • State portals of ten states have compliance between 50% to
90% to the criteria assessed
318 PART 2: E-Governance
Information Security & Privacy
Goa, Gujarat, and Kerala are the leading state portals with more than 75% compliance to the
criteria assessed under this parameter • State portals of seven states have compliance between 50%
and 75% and four states have compliance between 25% to 50% to the criteria assessed.
5.4. Citizen Survey Assessment
The Citizen Survey was conducted to determine the satisfaction levels of respondents based on
their experience in availing e-services in one state, the state of Maharashtra, which has a population
of 126.2 million.
5.4.1. Parameters
The respondents were requested to rate the following criteria for the assessment of e-services:
a. Ability of the portal to support multiple languages
b. Updated information on the portal
c. Search feature on the portal
d. Online payment facility of the portal
e. Tracking of eService applications and grievances logged
f. Alerts due to unauthorized changes in user profile
g. Availability of e-Services within specified timelines on the portal
h. Access to the portal through multiple devices
i. User feedback facility on the portal
j. e-Services User Manual on the portal
k. Social media integration of the portal
l. Status updates and alerts for e-Services
m. Password recovery and reset facility on the portal
n. Availability of end service online without manually visiting a government office/Kiosk
5.4.2. Methodology
The survey was launched on 25th April 2021 and closed on 25th May 2021. The sample size of the
survey covering online service users and non-users was 3229 respondents.
5.4.3. Key Inferences
1. A vast majority of the respondents were aware of the e-services available and 86% of the
respondents had availed at least one e-service, highlighting the success of awareness efforts
undertaken by the Government in this regard.
Figure 2 Figure 3
IMS-2021. International Conference “Internet and Modern Society” 319
2. CSCs/Public Kiosks emerged as the most preferred choice of availing e-services, closely
followed by access through computer/mobiles etc., clearly underlining the importance of focus on
both physical and digital availability. Respondents preferred e-services over manual services owing to
a more favourable experience with respect to all three factors of Cost, Time, and Effort.
3. Finance, Local Governance & Utilities were the sectors in which citizens availed e-services the
most.
Figure 4: Sectors in which. citizens availed e-services the most
Figure 5: Finance Figure 6: Labour & Employements
Figure 7: Social welfare, health and agriculture Figure 8: Education
320 PART 2: E-Governance
4. In the Finance sector, the services availed are Record of Rights (RoR), Online application of
Marriage Certificate, Online application of Income Certificate, Online application of Caste
Certificate, Domicile Certificate. Domicile Certificate tops the list of most availed e-service followed
closely by Online application of Caste Certificate.
5. In the Labour and Employment sector, the services availed are Benefits to construction worker,
Job Skill Development, Job Seeker Registration, and Employee Registration. Employee Registration
tops the list of most availed e-services followed closely by Job Seeker Registration.
6. In the Social Welfare Health & Agriculture Sector, Scholarships for students and all types of
pensions emerged as the most opted for e-services.
7. In the Education sector, the most availed e-services included online application for scholarships
and checking of examination results.
Figure 9: Environment including Fire Management Figure 10: Local Governance& Utility
8. In the Environment sector including Fire
Management, the most availed e-service was application for initial NOC or plan approval for building
permit.
9.The most availed e-service in Local Governance & Utility Services category, was application for
birth certificate followed by e-payment of electricity bills.
Figure 11: Gender Based Usage Figure 12: Educational Background
10. Of the total respondents who had availed at least one e-service offered, 85% respondents were
male and 15% were female, which indicates a need to increase focus on awareness and engagement of
female citizens.
11. Of the total respondents who had availed at least one e-service, 40% of them were graduates
followed by the number of citizens who had studied up to Class 12: 25%, up to Post Graduation: 18%,
and up to Class 10: 16%.
IMS-2021. International Conference “Internet and Modern Society” 321
Figure 13: Age Based Usage Figure 14: Occupation and Annual Income Range
12.The survey findings highlight that a younger citizen base (25-34 years) was the most willing to
opt for e-services. Youth <25 years also showed a preference for e-services. However, with increasing
age, fewer citizens opted for these services.
13.Of the total respondents who had availed at least one e-service as per the occupation and annual
income range, most citizens were either self-employed or employed full-time, with an annual income
range of more than INR 2,50,000 ($3431.47). The income range was factored into the questionnaire.
6. Problems, Issues that remain unresolved in e-Governance in India
1. E-Governance in E-Governance: e-governance is not merely about technology; it is about
reform. In a country with a huge digital divide, no culture of participatory governance and high rates
of digital illiteracy, it was unrealistic to design programmes without these considerations and expect a
positive response. Poor work culture and lax supervision resulted in web sites that were not regularly
updated, slow response to online queries and clarifications, and online transactions that were plagued
by delays and errors, causing dissatisfaction among the public [5]. For example, more than 6000 e-
mail complaints pertaining to income and caste certificates, pending pension amounts, and drinking
water shortages were lodged through these kiosks. However, on an average only 10% of these
applications were being resolved. This happened because government began engaging with their
constituents in a big way without actually looking at other aspects in the value chain simply because
web-based technologies could enable them to do so [4].
2. The Silo Effect: Merely putting up a Web-enabled front office to existing back-offices without
re-engineering the internal functions and networking of the back-offices can be a recipe for disaster.
While citizens could come to a centre and apply online for a pension or a caste certificate, the back-
office operations in these departments were still paper based and processing of an application would
take the same amount of time as before. This severely affected the quality and speed of service
delivery.
3. Vendor Driven e-Governance: Most Project consultants or Vendors who were hired by the
government fell short on quality assurance. For instance, multiple copies of Voice to Text software
were bought by the government as an e-governance application and to bridge the digital divide. These
copies were bought on the premise that this will ease the workload of tele centre owners. However,
these copies did not reach the tele centre level. Firstly, given their limited capacity, they could reach
out to only 20% of the total number of kiosks [7].
Secondly, in case of any technical difficulties, government was contract bound to approach
assigned vendors only. With their limited reach, vendors took a lot of time to fix the errors in the
telecentres which kept telecentres out of work for days, resulting in losses and further disenchantment.
322 PART 2: E-Governance
7. The Way Forward
The ‘Way Forward’ is to enhance the usability and utility of the portals, which would increase the
acceptance and usage of portals among citizens. The parameters chosen to create a user friendly and
glitch free e-Governance system for the future would be:
1. Accessibility: As this parameter is important to improve user perception and participation, Web
portals should be usable, accessible, well coded, and mobile-device-ready. Availability of information
related to key services like state holidays, online polls, call centre numbers to enhance usability of a
portal. Adherence to W3C (W3C: World Wide Web Consortium) & GIGW (GIGW: Guidelines for
Indian Government Websites) compliance displayed clearly on the portal homepage is a leading
international practice. Portals should be multi device compatible to adjust to various mobile devices
such as Tablet, iPad, mobile phones etc.
2. Content Availability:
To address multi ethnicity of India, at least one regional language should be provided along with
English and Hindi.
The website should be easy to find in top search engines. Hence, it should be optimized by “key
words” so that its visibility increases, and people know about the services provided.
To enhance user satisfaction, provision may be made for calling feedback regarding e-services &
share results of user feedback.
There should be sitemaps in every portal along with information manual and help desk number to
access the services easily.
3. Ease of Use: 1.e-Government service delivery portals should have facilities to log Grievances &
Complaints on the portal itself. 2.Innovative processes and mechanisms for service delivery, and
citizen engagement as well as empowerment are essential, to make services inclusive and accessible
to all groups in society.
4. End Service Delivery: The following improvements are suggested.
1) Improve End Service Delivery.
2) Enactment of Right to Services Act in all states thereby ensuring the service delivery timelines
and standards.
3) Introducing convenient channels of service delivery to all citizens.
4) Use of Digital tools like Digi-Locker to deliver services like certificates, RC book (Registration
Certificate for vehicles), etc. which may not be provided manually.
5) Use of Government cloud account by officers to verify the documents of citizens for all
services. [3]
5. Integrated Service Delivery: Some improvements suggested are: 1) Availability of multiple
portal navigation routes for services and information enhances accessibility and ease of use for
citizens to leverage e-Government services. 2) Service delivery portals should have features to enable
access to people with visual/audio/motor disabilities. 3)Multilingual support for e-Governance portal
will increase ease of use for citizens as well as help in reducing digital divide in India.
6. Information Security and Privacy: The following improvements are suggested. 1)e-
Government service delivery portals should be secured through incorporation of HTTPS (Hyper Text
Transfer Protocol Secure) and/or third-party security alliances. This would increase citizens’ trust in
the service delivery portal. 2) STQC compliance (Standardisation Testing and Quality Certification)
displayed clearly on the portal homepage is an international practice of security assurance.
3)Disclaimer and Privacy policy must be clearly stated on all government portals to make citizens
aware of the purpose of collection and usage of their data and to maintain integrity of data
transactions. 4.To improve user friendliness and to assure citizens of the safety of their data, password
status alerts and password reset facility must be enabled for citizens.
Fostering active citizen participation:
Eventually, e-government should be directed to achieve citizen-centric and most importantly the
involvement of citizens in the government affairs (participatory governance) to help the citizens
improve their lives and to embrace them in decision making process that affect their future well-being
[7].
IMS-2021. International Conference “Internet and Modern Society” 323
The following improvements are suggested.
1. A single window which enables automatic tracking of service requests is recommended. 2.The
facility should be accessible from anywhere across the web, easy to use, and reduce the issue / request
resolution time which increases overall productivity. 3.Offer best-in-class experience to all citizens by
providing multilingual national level call centres operating 24x7 4. e-mail based helpdesks and mobile
based applications to ensure that citizens can access the services in a cost-effective manner [15].
8. Acknowledgements
1. The assessment scores for benchmarking states have been derived based on the data provided by
the states on the NeSDA portal of the Government of India as on 31st May 2020. The Research
Team of The Mumbai School of Public Policy, of which the author is a member, were
instrumental in the examination & review of portals, distribution of the questionnaires to the
SPOC 3(Single Point of Contact), collation and analysis of the data.
2. The Citizen Survey Assessment was conducted by online questionnaires forwarded to citizens in
Maharashtra state. 3229 citizens filled in questionnaires were found valid. The Research Team of
The Mumbai School of Public Policy, of which the author is a member, were instrumental in the
distribution of the questionnaires, collation, and analysis of the data.
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