Earthian GIM Final Submission
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Institute Registration
Number
Institute Name Theme(s)
1000937 Goa Institute of Management Role of Information and
Communication Technology,
Roles of Policies and
Regulations
Team Members Nikhil Pachauri
Sarika Sinha
Sheena Pathak
Faculty Guide Miss Fernanda
2011
Goa Institute of
Management
NIKHIL PACHAURI
EFFECTIVENSS OF ICT
INITATIVES OF GOA
GOVERNMENT[Type the abstract of the document here. The abstract is typically a short summary of the contents
of the document. Type the abstract of the document here. The abstract is typically a short summary
of the contents of the document.]
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected] -
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Table of ContentsI. Use of ICT (Nath, 2010) ...................................................................................................................... 2
II. Growth of IT in India ......................................................................................................................... 4
III. Increasing application of IT by Central and State government......................................................... 4
IV Use of IT by Goa Government .......................................................................................................... 5
Unique features of Goa (Census, 2011) .................................................................................................. 6
eSMS services for mobile governance.................................................................................................. 8
Video conferencing for communication among government officials.................................................... 9
Online grievances capturing and addressing mechanism...................................................................... 10
About the Research ............................................................................................................................... 12
About Citizen Surveys .......................................................................................................................... 14
Purpose of the survey methodology...................................................................................................... 14
Mode of survey ................................................................................................................................. 14The citizen survey process ................................................................................................................ 14
Results of the survey ............................................................................................................................. 18
Limitations ............................................................................................................................................ 22
Works Cited ........................................................................................................................................... 23
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I. Use of ICT (Nath, 2010)
The growing use of information and communication technology (ICT) is catalysing the
formation of knowledge societies, and thus providing greater avenues to people to participate
in their own development process. The transformations occurring are unique andunprecedented in many ways and have the potential to reach those who hitherto have been
marginalised from the decision-making processes.
New modes of communications are faster, efficient and have the ability to reach every
individual in the society.
The growing use of Information and Communication Technology (ICT) in different facets of
human life is leading to multidimensional and often unpredictable changes. It is changing the
way individuals interact with each other and with the society as a whole
The embedding of ICT, in different forms, transforms the traditional mechanism of
information exchange within a society in several ways. These are:
First, it accelerates the flow of information between diffe rent nodes and cuts down the time
lag from several days to a few hours or even minutes. Same information can now flow
through several communication channelsreducing the probability of information loss
and distortion.
Second, it widens the domain of information recipients and providers, leading to greater
diffusion of information, and also an increase in the amount of information being
diffused. In theory, anyone with access to a two-way ICT node can be an information
provider and a recipient.
Third, they create information exchange interfaces which never existed before. These
interface cuts across the traditional and organizational barriers to information flow such
as hierarchy and bureaucracy. This becomes possible due to the non-exclusionary, by
design, nature of the ICT networks.
Emergence of open communication channels to interact and become a part of the larger
information sphere is therefore a stepping stone to empowerment of individuals and
communities
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Figure1:Empowerment process (Nath, 2010)
Figure 2: Knowledge Network ( (Nath, 2010)
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II. Growth of IT in India
Liberalisation of the Indian economy has played a major role in the IT industry in India. TheIT industry has registered huge growths in recent years from being 150 million US dollars in
1990 to whopping 50 billion USD in 2006-2007; this has been made possible due to the
deregulation policies adopted by the government leading to substantial domestic investment
and inflow of foreign capital to this industry. 1
Currently with the increased focus on human capital and R&D, Indian IT sector has improved
its ranking in the global competitiveness to the 34th spot in two years, Business Software
Alliance (BSA) 2011 Global IT Industry Competitiveness Index. Moreover the study
demonstrates that Indias IT competitiveness will continue to improve through focused steps
which will foster creativity and innovation within the IT industry
However, to continue this rise, India will need a safe and secure digital economy that inspires
the trust and confidence of government, business and citizens especially when markets
across Asia become more competitive.
III. Increasing application of IT by Central and State government
Despite an increasing emphasis of the private sector, the government remains a crucial player
in the context of India. The Indian government has for the past three decades widely
acknowledged that the expanded use of Information and communication technology can
provide a host of benefits such as improved planning and monitoring mechanisms, cost
savings, and more accountable, effective and transparent administration and delivery of
public services, thereby reflecting in a better relationship between the citizens and the
government. Hence today a wide range of e governance projects are being implemented in
different parts of the country, including projects aimed at reaching areas and people that had
traditionally not been connected to the outside world.
1 Source:http://www.economywatch.com/india-it-industry/
http://www.economywatch.com/india-it-industry/http://www.economywatch.com/india-it-industry/http://www.economywatch.com/india-it-industry/http://www.economywatch.com/india-it-industry/ -
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IV Use of IT by Goa Government
The Government of Goa has launched e-Services for three departments; Department of
Tourism, Directorate of Panchayats and Commercial Taxes Department. The Department of
IT along with NIC, GEL, other agencies under ITG and the concerned departments have
already hosted more than 50 services on the commencement of the Golden Jubilee Liberation
year on December 19, 2010.2
The Government of Goa along with Infotech Corporation of Goa Limited (ITGL) has
recently launched the mobile governance programme in the state. In an effort to be more
touristfriendly the Goa Tourism has marched on a journey towards ICT thereby enabling
tourists to receive information on popular sightseeing spots on their cell phones. The Goa
government has been working closely with ITGL on developing the mobile application to
aid tourists in providing information within a matter of text either in text or audio formats3
The Panchayat Department launched five services such as Application for issue of Income
Certificate, Application for issue of Residence Certificate, Application for issue of copy of
Birth Certificate, Application for issue of copy of Death Certificate, search of Birth &
Death Registration.
The Commercial Taxes Department launched 19 services such as registration under VAT,
CST, Entry, Entertainment, Luxury, TDS, and Renewal of Registration under VAT,
Entertainment, Luxury, TDS, and Payment of Taxes under VAT, CST, and Filling of
Returns under VAT, CST, COT, Luxury, Entertainment, Entry, and TDS.4
The Goa government is launching an e-Tendering initiative, which will enable contractors to
bid, compete and be paid for government work projects online. By this method, the
government wishes to achieve transparency. The contractors now dont have to visit the
office to fill the tender, give the bill and even collect the payment. The Goa State
2 eGov Reach
a NASSCOM innitiative3http://www.eturbonews.com/23620/new-service-launched-goa-tourists
4http://www.egovreach.in/mynasscom/social/?q=node/215
http://www.eturbonews.com/23620/new-service-launched-goa-touristshttp://www.eturbonews.com/23620/new-service-launched-goa-touristshttp://www.eturbonews.com/23620/new-service-launched-goa-touristshttp://www.egovreach.in/mynasscom/social/?q=node/215http://www.egovreach.in/mynasscom/social/?q=node/215http://www.egovreach.in/mynasscom/social/?q=node/215http://www.egovreach.in/mynasscom/social/?q=node/215http://www.eturbonews.com/23620/new-service-launched-goa-tourists -
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Infrastructure Development Corporation (GSIDC) will be implementing the e-Governance
software whereby any contractor from any part of the world will be able to fill the e-Tender if
he is eligible. The contractors will also be able to receive payments directly into their bank
accounts. It would be bank to bank transaction.5 The state has already won prestigious
CSINIHILENT: Most Progressive e-Governed State Award in 2006-07 (National Informatics
Centre, 2011)
Unique features of Goa (Census, 2011)
Goa being a tropical paradise situated on the west coast of India has been particularly chosen
for this project due to the its sheer location and size which not only bring in opportunities
from within the state but from the metros such as Mumbai and Bangalore which are easily
connected to this state. Some unique features of Goa are:-
1. In terms of its area is the smallest state in India and the fourth smallest by population.2. Goa has a land area of about 3702 sq. kms and a coastline that stretches close to 104
kms.
3. Goas total population accounts to about 1, 457, 723 (2011 census of India)accounting to 0.12 per cent of the total population of India.
4. The density of population is 1020 per SqMile.5. It is also seen that Goa has a very high literacy rate of about 87.40 per cent
Goa has is one of Indias richest states with the largest GDP per capita two and a half times
that of the country as a whole and it also accounts for about the fastest growth rates ( 13 per
cent growth rate in the year 2009- 2010)
Primary Industry is Tourism and in terms of revenue generation it account to 12 per cent of
foreign tourist arrivals to India. Apart from tourism the other prominent industries thatflourish in Goa include, Fertilizers, Fisheries, Food canning, shipping and Mining.
Interactive-Service Model / Government to Citizen to Government Model (G2C2G)
(Nath, 2010)
5http://www.egovreach.in/mynasscom/social/index.php?q=node/722
http://www.egovreach.in/mynasscom/social/index.php?q=node/722http://www.egovreach.in/mynasscom/social/index.php?q=node/722http://www.egovreach.in/mynasscom/social/index.php?q=node/722http://www.egovreach.in/mynasscom/social/index.php?q=node/722 -
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Based on the analysis of the functioning of the Government and service being offered, we
concluded that it is similar to Interactive-Service model in many ways .This model
provides opportunity for direct participation of individuals in the governance processes. This
model fully captures the potential of ICT and leveraged it for greater participation, efficiency
and transparency in functioning of the government as well as savings in time and costs
relating to decision-making.
The Interactive-Service Model makes possible the various services offered by the
Government to be directly accessible to the citizens. It creates an interactive Government to
Consumer to Government (G2C2G) channel in various functions such as election of
government officials (e-ballots); filing of tax returns, procurement of government services,
sharing of concerns and providing expertise; conducting opinion polls on public issues, and
grievance redressal.
This model is more embedded in developed countries and has often been proposed for
replication in developing countries. Such forms of solution-transfers may not be very
effective. The model is on the higher end of technology-reliance as compared to the other
models. This makes it difficult to replicate in developing countries in absence of individual
and secure ICT access.
Figure 3: Service Delivery Model (Nath, 2010)
Applications
Some of the situations in which the model could be used are:
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Establishing an interactive communication channel with policy-makers such as video-
conferencing and online dialoguing.
Conducting electronic ballots for the election of government officials and other office
bearers.
Conducting public debates / opinion polls on issues of wider concern before formulation of
policies and legislative frameworks.
Filing of grievances, feedback and reports by citizens with the concerned governmental
body.
Performing governance functions online such as revenue collection, filing of taxes,
governmental procurement, payment transfers etc.
Carrying out video-conferencing, on-line discussion with policy makers.
eSMS services for mobile governance
Government of Goa has mandate in order to improve the efficiency and productivity of
operations of all departments in addition to being citizen centric the Goa government has
made a mandate to create a mechanism to deliver public services by leveraging on Goa
BroadBands network, state Data centre (SDC) and Common services centres (CSC)/ LokSeva
Kendras through several e services/ State Portal (SP) and electronic forums. (channel,
2011)
Now from e governance Goa has now stepped into the arena of mobile governance by
launching the e SMS Goa Mobile Governance on 2010, an exclusive project of the Info
Tech Corporation of Goa Limited. The Goa Government also launched the ITGs IT
Knowledge Centres with an objective to take computer literacy initiatives to the rural areas
of Goa.
Goa has become the pioneer state to adopt m-governance in India by setting up an exclusive e
SMS for the use of all the state departments. A stepping stone towards delivery of
information for its citizens. Citizens can now look forward to receiving a host of information
on their handsets. Moreover although released in a phased manner this system is also being
integrated with e-governance and e-service for the benefit of other departments. (channel,
2011)
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Video conferencing for communication among government officials
The use of video conferencing by Chief Minister of Goa , Shri Digambar Kamat was
introduced in July 2011. This initiative was taken to reach out to the government officials and
people of Goa without the physical limitation of geographical distances. The chief minister
has decided to have fortnight meetings in each district. Some of the issues which were
discussed by Chief Minister in past few video conferences with the local government officials
were6:-
1. Grievances regarding the public distribution system (PDS), pending mutationcases, rejection of online applications in Bicholim, Pernem, Valpoi, Ponda and
Bardez.
2. Issue of rise of water in Valvanti river and flood problem in Bicholim areawith the Mamlatdar.
3. Issue of electricity, water and roads related problem with PWD engineers inNorth District Collectorate.
The main impact perceived by the government is that videoconferencing will help in
improving the e -governance in the state of Goa and will also result in reduced costs of
meetings, time saving and faster decision making.
The government has also given special incentives for the promotion of video conferencing in
the state .A example in this case is Goa Institute of Management, where the progress of
construction of new campus at Sanquelim was monitored by means of weekly video
conferencing interactions with the VASCON engineers by the local MLA and speaker of the
Goa Assembly Shri Pratap Singh Rane.7
6 Source: News paper report dated July 16, 2011,CM interacts online with N Goa SDOs, Mamlatdarshttp://www.navhindtimes.in/goa-news/cm-interacts-online-n-goa-sdos-mamlatdars
7 Source: Prof. Divya Singhal , Goa Institute of Management
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Courtesy : http://www.heraldgoa.in/newsimages
Online grievances capturing and addressing mechanism
This is one of the most important initiatives taken up by the government of Goa to reach out
to the people of state. This feature forms part of Integrated Information Infrastructural
Project, a key initiative of government of Goa to provide online informational and
transactional services to citizens and businesses. As a part of integrated mechanism, an online
portal, www.goa.gov.in has been developed by the department of information and
technology, Goa through which citizens can lodge their grievances against any state
government department apart from availing other services too.
After clicking the e-services & forms, the visitor is directed towards a drop down menu
from where he /she can select the option of filing online grievances. The online form is very
simple to fill as indicated by the response from most of the citizens in an online survey.
Though the effectiveness of the same is yet to be gauged official, we have tried to capture the
perception of the people through citizen survey. A screen shot of the same has been pasted
over here.
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Figure 4 & 5: Online grievance portal from Goa Government (Govt, 2011)
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About the Research
Since most of the initiatives mentioned in this research paper were launched recently (i.e in
2010 and 2011) , the relevant data was available for past 2 years only. This was one of the
major hindrances in preparation of regression model. So we had to change our approach tomore convenient form of research i.e. to gauge the perception about effectiveness of ICT
through the people of Goa itself i.e Citizen survey and personal interviews to capture the
perception of the citizens about the e-governance policies , role of information and
technology in transforming the services of the government.
The sample size was limited to 350 people and was conducted across North Goa as well as
South Goa.
Map1 : Map showing the North Goa District, Source :www.mapsofindia.com
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Map2 : Map showing the South Goa District, Source :www.mapsofindia.com
The cities covered in North District were Panjim, Bicholim, Mapusa and Ponda while for the
South Goa districts, responses were recorded from Margao, Vasco, Sanguem and Quepem.
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About Citizen Surveys
With increasing access to information and the democratization of knowledge, the role of
citizens in the process of governance is undergoing a paradigm shift. From being mere
recipients of a oneway dialogue (or mostly monologue), citizens now increasingly demand
to be consulted and seek to participate in the decisionmaking process, rather than just serve
as the `sleeping mass in a representative democracy. In the light of changing aspirations of
the citizens, it is incumbent on the State to provide ways and means to enhance the role of
citizens in the decisionmaking process and facilitate better StateSociety articulation.
Citizens Surveys assume importance in this context.
Purpose of the survey methodology
Citizens surveys provide inputs that aid and enable the government to frame policies,
evaluate programmes, assess and improve service delivery, map attitudes and preferences,
study voting intentions and examine demographic/socioeconomic profiles.
By definition, surveys constitute a twoway communication process that enhances the nature
and quality of articulation between the government and the citizens. In other words, citizen
surveys are `a good in itself and of itself. The purpose of the survey methodology for our
study was to gauge the perception about the success of online services being provided by the
government of Goa.
Mode of survey
Since the survey was to gauge the effectiveness of information technology in the state, we
decided to use a mix of email, web base, telephone interview, and in person interview. We
used the services of online survey site surveymonkey.com and made use of google docs
services for the purpose of collection and analysis of data.
The citizen survey process
Step 1. Defining the purpose of the survey
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The first step was to define the purpose or objective of the survey. A clear statement of
purpose was necessary, not only as a justification of the project, but also as a guideline to
determine whether future actions in the project are in support of the original purpose. Our aim
was to gauge public opinion and evaluate online service delivery model of the government of
Goa. It also aimed at assessing the level of public awareness.
Step 2. Developing the hypotheses
The hypothesis is actually an educated guess about the answer to the problem. It ought to be
based on prior experience related to the problem, or based on any knowledge one may have
of previous research done on the topic. The null hypothesis in this case was more than 75
percent approve that Information and communication technology has played a
significant role in enhancing the life of the citizens
Step 3. Defining the population
It was important to identify the population or the target group that one is interested in. This
was likely to emerge from the purpose of the survey and the hypotheses formulated. Not only
is it important to identify the population but one should endeavour to define the target
segment as well as possible. For this purpose, we choose many different criteria such as:-
Geographical (People living in the cities of North and South Goa as well as thevillages near by these cities)
Demographic (urban/rural, age group 21-50 years, Male and Female, with Graduationas minimum level of education) ,
Socioeconomic (ex: Annual Income of Rs 1.2 Lakhs and above )
Step 4. Developing the survey plan
The purpose of the survey plan was to ensure that the survey results will provide sufficientdata to provide an answer (solution) to the problem being investigated. The survey plan
comprised the Survey methodology to be followed, the plan for collection of the data, the
plan for data reduction and reformatting plan and finally, a clear plan for analyzing the data.
Step 5. Determining the sampling frame and sampling methodology
When undertaking any survey, it is essential to obtain data from people that are as
representative as possible of the group that one is interested in. The sample was identified on
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the basis of literature review through news article from magazines like Business Goa , My
Goa and newspaper reports. The main logic behind the identification of the sample was to
have a mix of people who had availed the facilities of one or more of the online initiatives of
the Goa government. It was also observed that some of the respondents had tried online
services more than once due to the benefits they received during their earlier transactions.
The sample size was in total of 350 people on the basis of segregation on criteria mentioned
in step 3. The method of sampling chosen was convenient sampling.
Step 6. Designing a Questionnaire
The questionnaire was designed to capture the perception about information and
communication technology in Goa by means of:-
(1)Open ended questions- To capture top of the mind response expressed by therespondents. These opinions also indicate the emotions attached with the response and
best reflector of a persons perception about the service.
(2)Opinions- These questions tried to capture the opinion of the service users on the basisof their direct or indirect experience.
Question used in the survey:
(a) Do you think that online grievance service has resulted in improved functioning ofgovernment departments?
(b) Do you think that recent introduction of video conferencing by state government will
improve efficiency of the government department?
Examples of scales to be used with these questions:
Level of agreement: strongly agree agree neither agree nor disagree disagree
strongly disagree
(3) Attitudes. Attitudes are defined here as evaluations and in contrast to opinions they
include some emotional aspect. The objects of attitudes can be people, institutions,
things or abstract notions. The origin of attitudes can be of three types (cognitive,
emotional, own experience) or their combination. An important element of attitude
measurement is having more than one question to measure attitudes toward an object.
Some of the questions used in survey:
(a) How do you rate the services of Emitra centre in your locality?
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(b) How do you evaluate performance of municipality after introduction of information
technology in the state?
The scales which were used with these questions were:-
5 point Likert Scale : 1 : Very Poor ,3:Ok , 5:Excellent
(4) Knowledge. The main elements of knowledge are cognitive structures and the main
emphasis is placed on recalling from memory information that was stored earlier. In
contrast to opinions, it matters here what people remember and not what is their position
against some issue.
Examples of questions:
(a) How many times have you visited local Emitra centre in your area in last 12
months?
(b) How often do you visit www.goa.gov.in?
Scales used with these questions:
(a) 1-2, 3-4, 5-6, 7-8, more than 8 times
(b) once a weekonce a monthonce a yearless than once a year
Step 7. Undertaking fieldwork and gathering data
Key activities at this stage included:1. Operational planning: Incorporates resource planning in order to align manpower to the
survey design and time constraints; Regions were divided among the volunteers on
the basis of their convenience.
2. Training of investigators: important for investigators, who undertake the work of
interviewing respondents, to clearly understand the purpose of the survey and the
target respondent; the volunteers were taught about the various interviewing
techniques and importance of accuracy of data collected.
3. Monitoring and supervision: Mechanisms were kept in place to adequately monitor and
supervise the fieldwork operations. This had a bearing on both the time and quality of
the survey. Weekly follow up with the volunteer was done in order to keep a track on
the project movement.
Step 8. Quality control/data reduction
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The data collected was processed through SPSS software and the was subjected to Factor
analysis technique to reduce the number of responses to a few.
Step 9. Analysis and interpretation of survey data
The data so collected was analysed on the basis of qualitative as well as quantitative aspects.
Results of the survey
Figure 6: Agewise Distribution of respondents
Out of 350 respondents, 165 were from age group of 21-30 years that contributes to 47% of
the responses.
How will you rate the information and services provided by Goa Government's Site?
Figure 7: Results for perception for information and services.
47%
27%
26%
Age wise distribution of
respondents
Age Group 21-30 30-40 40-50
112
56
140
35
7
0
50
100
150
Excellent Very
good
Good Fair Poor
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The above results show that most of the respondents were satisfied with the layout and the
information provided by the Goa governments site. This is a good indication for the
acceptability of the site.
Figure 8: Results for effectiveness of online grievances mechanism.
The above pie chart shows that though the online grievance mechanism is not serving its
purpose well. Though the site provides users with ways to share in the complaints in details,
the effectiveness is still being perceived as poor (39% of the respondents i.e. 137 respondents
out of 350 have rated this as poor).
This also indicates that though the online mechanism is able to capture the grievances but
their rectification in real world is still not up to the mark. This may be the cause of poor
ratings for the effectiveness of the service from the users.
14%
8%
30%39%
9%
How would you like to rate the effectiveness
of online greviances mechanism
Excellent Very good Good Poor Very poor
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Figure 8: Results for initiatives taken by State Government of Goa.
The above results show that more than 50 % of the respondents are not aware of the recent
initiatives being taken up by the state government .This is a cause of concern as this shows
that there is some lag in the communication channels being used by the state government to
create awareness about its new initiatives. The government may have to look into ways of
improving its promotional campaign to reach out to the citizens else its efforts for improving
e governance will fail in the long run.
Figure 9: Results for perception regarding video conferencing.
The responses for the above question are much inclined towards the Neither agree nor
disagree .Even the combined result of Disagree and Strongly Disagree comes out to be
Are you aware of the recent intiatives
taken by State Governement of Goa
to promote ICT in State?
Yes 46%
No 54%
7%
24%
46%
15%
9%
Do you think that recent introduction of video
conferencing by state government will improve
efficiency of the government department?
Strongly agree
Agree
Neither agree nor disagree
Disagree
Strongly disagree
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24% as compared to combined result of 31% for Agree and Strongly Agree. This shows
that the citizens are apprehensive about the success of this initiative. This outlook actually
confirms with the newspaper reports indicating that videoconferencing is yet to take off in an
effective way in the state. However, since its a recent initiative of the state government
(launched in June 2011), its success cannot be predicted in the short time period and it will
require observations for few more months before arriving at a concrete opinion.
Figure 10: Results regarding Lok Seva Kendra.
As mentioned earlier, Lok SevaKendra or E mitra is another initiative from the state
government to reach out to the citizens of Goa using ICT . E mitra provides plethora of
services at a single point to the citizens thereby saving their time of commuting and hassle of
running around different government departments. Here also we can see that the majority of
the respondents (40%) have never been to any local Emitra centre. This again indicates a
disconnect between the communication strategy of the government to promote these services.
Although government is advertising heavily in newspaper, it should also look upon some
other source of promotions like use of buses for Kadamba Transport Service for advertising
benefits of Emitra centres . It can also go for awareness campaign in schools and colleges
to promote usage of Emitra services.
24%
14% 13%
6%3%
40%
0%
5%
10%
15%
20%
25%
30%35%
40%
45%
1-2 3-4 5-6 7-8 More than 8
times
Never
How many times have you visited
"Emitra" center in last 12 months?
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Figure 11: Results for perception regarding e tender and online tax collection.
The e-tender and online tax collection services have received a very strong positive
response from the respondents which indicates that this service has been accepted cordially
by the respondents. This can be due to the positive externalities generated by the policy of
transparent governance by the state government of Goa. This feature as it appears is a true
feather in cap for the state government and may have succeed due to unity of industrial
associations in Goa for accepting e-tender and online tax collection services.
Limitations
The sample size was limited to 350 people , more wider sample with increaseddiversity in background could have given a completely different picture.
Random sampling could have been more effective instead of convenient samplingused over here.
The unavailability of the data from the government sources due to recently introducedservices was also a major hindrance. Use of regression analysis could have provided a
better picture of the analysis.
24%
34%
17%
11%13%
0%
5%
10%
15%
20%
25%
30%35%
40%
Strongly agree Agree Neither agree nor
disagree
Disagree Strongly disagree
Do you think e-tender and online tax collection
services have introduced transparency into the
system
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