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INDEX
Sl # Particulars Page
1 Introduction 3
2 Selection of the Alternative Model: 3
3 Model Type Selected 3
4 Design methodology in model 4
5The underpinning benefit of the transaction basedeGovernance model 4
6 Weaknesses of the existent system in Gyandoot 5
7List of Issues that contributed to the failure of Gyan-doot 7
8 Proposed System Benefits 8
9 Key Business Process and Data requirements 9
10 Data requirement for the processes 10
11 Sensitive, Privacy and Security of information 11
12 Functional and Non-Functional requirements 12
13 Lo-fidelity prototype 15
14 Reference: 16
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Introduction:
The main crux of eGovernance is captured as expressed by the former President
of India Sri A.P.J. Abdul Kalam, In a democratic nation of over one billion
people like India, eGovernance should enable seamless access to information
and seamless flow of information across state and central government in the
federal set up. No country has so far implemented an eGovernance system for
one billion people; it is a big challenge for us. [1]
The development of the information technology era and its positive impact on the
governance is seen in the development of various models of eGovernance
across the nations. Since the start of the 20 th century various eGovernance
models have been proposed by international organisations.
a) Selection of the Alternative Model:
Gyandoot was implemented in the year 2000 in the rural district of Dhar in
Madhya Pradesh. The use of an interactive service model coupled with the
available information technology bought about the implementation of Gyandoot.
The basic requirements that was met by this eGovernance model was a set of 20
activities that included the issue of birth certificates, death certificates, land
records copy, marriage certificates etc. However, the system failed to achieve the
desired result of providing Information and Communication technology (ICT)
based solution to the poor.
After a detailed analysis of the model implemented for Gyandoot and going by
the facts of the case, the suggestion for a newer model with more robustactivities is proposed. The suggestion is as below:
1. Model Type Selected : The new eGovernance system should be based
on a Transactional model. In the words of Coursey, D, & Norris, D (2008)
the eGovernance model proposed by Wescott (2001) which initially em-
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ploys the web and email as an internal network in the first step, moves
ahead to enable the access from public and other organisations in the
second step. The model covers a two way communication following which
there is an exchange of value leading to the evolution of digital democracy
which is integrated across all state governments. The Transaction model
typically draws all the steps that are proposed in the Wecotts (2001) mod-
el of eGovernance.
Fig 1: The Models Steps [2]
2. Design methodology in model :
The Transactional model based on Wescotts (2001) model design has 5 steps as
seen in the figure 1. The design of the model follows the 6 steps of
1. Step 1: Email and internal network: This step includes the communication
between the internal government departments that are on the intranet
where the eGovernance model is implemented.
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2. Step 2: The model enables the access of data and other resources on the
intranet to other governmental departments and the public. This is in the
form of a website, where information is is imparted.
3. Step 3: Two- way communication: In this step there is a bridge that facilit-
ates the interaction both ways by the public with the model and limited ac-
cess to the database for queries. An example would the request for a birth
certificate and the same being accepted and its subsequent issue.
4. Step 4: Exchange of value: This step in the transaction model is unique
and not seen in the service oriented model. There is a monetary transac-
tion across the requestor and the government via the system, thereby
building a level of trust with the requestor. The trust so build creates value
exchange.
5. Step 5: Digital Democracy: In the transactional model a reasonable inde-
pendence is made available to the requestor thereby providing the re-
questor an opportunity to provide feedback about the service experience.
This feedback system is associated with the democratic way of gov-
ernance.
6. Step 6: Joined up Government: This is the final step where there is integ-
ration both horizontal and vertical across various governmental depart-
ments enabling access to centralised data across the government.
3. The underpinning benefit of the transaction based eGovernance
model :
The transaction based eGovernance model encapsulates all the features of the
Service oriented model along with further benefits which increases the scalability
of the eGovernance across the time to come.
Below are a few salient reasons in selecting this model as an alternative to the
Service oriented model of Gyandoot are is:
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1. Its a holistic approach which extends beyond just the service to the level
of building trust. It effectively realises the opportunity of synergy that is
available in the eGovernance model [3].
2. The transactional model fully integrates the with the other government-
al sites by enabling institutional inter-linkages in its purview [3].
3. Enables transparency across the system as a whole. The model facilit-
ates for Government transparency by way of primary channels which be-
ing the active sharing of governmental information, the availability of gov-
ernmental information on demand and by interacting with the public on an
ongoing basis (Piotrowski, 2007) [4].
4. The robustness and flexibility offered by a transactional eGovernance
model offers a marginal benefit to the users and the government. The be-
low picture shows the structural design of a transactional taxpaying sys-
tem in an eGovernance environment [5]
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Fig 2. System Architecture model [5]
b) Weaknesses of the existent system in Gyandoot:
The prevalent Gyandoot system was based on the intranet access from PCs
Kiosks that were located at various designated locations in the villages. The
Kiosks were service points for 20 different services that were used often. The
survey conducted by the CEG-IIMA survey revealed startling results indicating
very low usage of the Gyandoot systems. The poor for whom the system was
meant contributed to 31 percent of users while the rich people contributed to 77
percent of users. (Cecchini, S, & Raina, M (2004)
At many instances, the prevailing prices in the grain market (mandi) was
promptly and easily found out by calling the merchant in the city rather than
obtaining a report from Gyandoot for Rs.10.
There was no stipulated time or scheduled time of opening and closing of the
kiosk that led to an erratic approach to the availability to the service. The survey
also revealed a strong decline of users from 848 in 2001 to 77 in 2002 revealed
the depleting confidence levels in the system.
Apart from the above issues, listed below are other issues that contributed to the
failure of the system [6]:
List of Issues that contributed to the failure of Gyandoot [6]
Sl # Weaknesses Disadvantages
1
A digital from end but a
paper back end
The front end of Gyandoot was a digital one,
however the interaction with the back end
process was a non-digital paper office thereby
erasing all the benefits of Gyandoot
2Two model approach of
Panchyat and Private
It bought about completion across each other,
where in the private owners exploited the poor
for reports
3 No administrative
powers to the Samiti
The Gyandoot Samiti was able to harness the
opportunities locally, but, due to the hierarchy,
it did not have powers to resolve issues at the
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higher level and therefore they failed
4
Technological issues
The use of dial up networks which were very
slow, the frequent power outages which would
stretch up to 6 hours in a day
5
Technical support issues
The support for the WiLL by CorDECT was not
efficient. During frequent breakdowns,
technical support was not available for weeks
together.
6
Very low usage by the
villagers
The services provided by Gyandoot were not
publicised effectively across the village. The
presence of such service was unknown to
people who lived beyond 10 kms from Dhar.
7Operational level of
kiosk
On a survey done by CEG-IIMA revealed that
only 74% of the kiosks were operational and
only 42% were open at the time of survey
8Knowledge about the
service to the poor
The rich in the village contributed to 77% of the
usage of services and the poor contributed
31% of usage
9
Gender Bias in the
usage
There was a gender bias with only 8% to 17%
was the women representation during the
survey. The cultural drawbacks of looking
down upon women were pre-dominant in
bringing this bias.
10Distance of travel to use
the services
Of the 13 blocks only 9 blocks had access to
Gyandoot; the other 4 blocks did not have
access to Gyandoot systems.
11 The Grievance was a
paid service and most of
the time remained
unresolved
Grievance redressed system was pathetic, with
70% of respondents being unhappy with the
service provided. The issues remained
unresolved.
Proposed System Benefits:
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The proposed system would render the following benefits over the Gyandoot
system and would appraise the trust and value in the system:
1. Transparency in the system and easy access :
Creating effective transparency in the system by integrating the request with
mobile message service to provide a real time update to the requestor. This
would build in further trust and value in the system.
The implantation of the obtaining the rural property records by village
residents across India has been effective in reducing the bribes being
accepted by the local officials which was very prevalent (Bhatnagar, 2003) [7].
2. Revenue model being turned to a social support model.
The revenue expectation for self sustenance of Gyandoot would dissolve the
purpose of the eGovernance model.
3. Trust based service through accurate information coupled with
speed
Building a higher level of trust in the minds of the people by providing them
instant and accurate information. In-depth research into the matter of trust
have revealed that governments that intend to implement a eGovernance
system should focus their strategies in the achieving a meaning proposition
around the usefulness, acceptability and compatibility and trust in the eyes of
the users. (Hung, S, Chang, C, & Yu, T 2006) [8].
c) Key Business Process and Data requirements:
1. Key business processes of new system:
Based on the survey conducted by CEG-IIMA (2002) the usage statistics reveal
that there are few key services that the villagers use by engaging with Gyandoot.
Also based on the pro-poor service model the new system would be deployed to
focus on the popular services that are widely requested across.
The list of 5 key services are:
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a. Agricultural prices checking
b. Advisory module
c. Grievance redressal
d. Caste certificate
e. Driving licence
Source: Cecchini, S, & Raina, M 2004 [6]
The process of capturing and processing the transaction is as shown in the fig 4.
The process flow captures the general input through output processes of a
transaction based eGovernance model.
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Source : http://www.ibm.com/developerworks/webservices/library/ar-procmod2/
Process- Oriented modelling for SOA
2. Data requirement for the processes:
The key services by the new system would require the user to input vital data
that pertains to the authentication of the user and to maintain security of the
data. The use of location as a parameter to track the data would be beneficial
to address frequent request of similar data. The list below specifies the kind of
data that is required to ensure a successful transaction between Gyandoot
and the user:
1. The details of the users and the document pertinent details.
2. The date criteria for the details requested
3. The location information
4. The payment method and the details to process the payment
5. Use of payment gateway and the internet PIN to process the payment
6. The contact details of the user
This data would be stored in the repository to facilitate a chronological access
record of the user and the request made.
3. Sensitive, Privacy and Security of information:
The use of cloud computing which would enable faster processing is
contemplated. Various cloud computing features would be employed to
ensure sensitive data is secured (Zissis, D, & Lekkas, D 2011). The measures
drawn for the safety of the user data are :
1. Software as a Service (SaaS) : Use of SaaS provides users to use and
access their data despite being mobile. The user can access the informa-
tion through a client interface using a web browser.
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2. Community cloud: Thecommunity cloud provides the flexibility of sever-
al government organisation to link up with the Gyandoot information and
vice versa. This enables a smooth interaction with the other governmental
data centres and timely updates. The advantage of community cloud is
that is offers effective security to user data.
Fig 5: Showing the cloud architecture to be followed for Gyandoot system
Source : http://www.infosys.com/infosys-labs/publications/Documents/e-
governance/ict-e-governance.pdf
d) Functional and Non-Functional requirements: The functional and non
functional requirement are :
Functional Requirements:
Should provide data synchronization with the central database
Support the various requirement of multilingual interface and language re-
quirements
Scalability of system should be available to the ensure that new processes
can be appended to the existing list
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Back up of Operational data should be planned in the requirement
Voice and auditory options for input and output to be made available in
multi-language option
A help option to users must be provided to enable them to negotiate when
they are caught with a question
The colour, look and feel should be made in consideration to the physic-
ally challenged users
Despite a slow internet connectivity, a basic version of application must
perform to maintain continuity of access
A list of FAQ to be maintained based on the most asked questions
All input and output, website design should be in accordance to the
guidelines provided by the NIC
Non-Functional Requirements:
The system to use the rule based authentication system (RBAC) and Role
based authentication system (RBAC) (Zinkewicz, P 2004).
The system would provide segregation of duties based on the user access
rights
The system would provide for audit checks and audit trails along with auto
back up of data on a frequent basis
The system would provide the user with error prompts when there are er-
rors done. Meaning full description to the errors would be provided.
The system would perform auto checks at the back end to ensure data
and user profile security. It would auto detect fraudulent access attempts
and lock the user.
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The system would have capabilities to provide reports and other database
query based results to the user based on user rights.
Sl # Deployment in India Deployment in UK
1
The presence of a Soochak is
imperative as the population of users is
mostly illiterate
The user in UK is mostly literate
and majority are equipped with
internet access
2
The use of kiosk is necessary as the
economic condition of the user from the
village does not permit him/her to own
a computer or a mobile internet device
The majority of users in UK have
access to internet through either
computers or by way of mobile
connectivity
3
The use of multi-lingual language
support is imperative as the users of
Gyandoot vary in their language skills
The use of English is prevalent inUK and therefore with a minimum
additional languages, the system
can be deployed
4
The power back up system must be
robust and function 24 x 7 to ensure
that the connectivity is available to the
user
There is no such power back up
issue.
5The political clearances at both centraland state levels is a must
The central clearance is sufficientto deploy the system
6
The use of simple language is
essential. The use of translators and
interpreters is required to a great extent
The use of translators and
interpreters is not required to a
great extent
7
Data input in local language has to be
converted into other languages so as to
make it user friendly for other
Governmental department
The input in English is sufficient
for all departments in UK
8
There is a dire need to campaign about
the new system using Radio,
Television, road shows, visits by school
children to ensure that there is
sufficient awareness of the new system
There is minimum need of
publicity. However,
advertisements in mobile phones
and message alerts can convey
the existence of such system
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9
The bureaucratic interference should
be curtailed to ensure transparency
There is an open system in UK.
However, political interference
should be kept away
Reference:
[1] http://egov.eletsonline.com/2011/12/tryst-with-e-governance/[2] Coursey, D, & Norris, D 2008, 'Models of E-Government: Are They Correct?
An Empirical Assessment', Public Administration Review, 68, 3, pp. 523-536,
Business Source Premier,
[3] Preparations For UN E-Government Survey 2012' 2011, Journal Of E-
Governance, 34, 3, pp. 130-131, Business Source Premier
[4] Bertot, J, Jaeger, P, & Grimes, J 2010, 'Using ICTs to create a culture of
transparency: E-government and social media as openness and anti-corruption
tools for societies', Government Information Quarterly, 27, 3, pp. 264-271,
Business Source Premier
[5] Vassilakis, C., Laskaridis, G., Lepouras, G., Rouvas, S., & Georgiadis, P.
(2003). A framework for managing the lifecycle of transactional e-government
services. Telematics and Informatics, 20(4), 315-329
[6] Cecchini, S, & Raina, M 2004, 'Electronic Government and the Rural Poor:
The Case of Gyandoot', Information Technologies & International Development,
2, 2, pp. 65-75, Business Source Premier
[7] Bertot, J, Jaeger, P, & Grimes, J 2010, 'Using ICTs to create a culture of
transparency: E-government and social media as openness and anti-corruption
tools for societies', Government Information Quarterly, 27, 3, pp. 264-271,
Business Source Premier,
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[8] Hung, S, Chang, C, & Yu, T 2006, 'Determinants of user acceptance of the e-
Government services: The case of online tax filing and payment system',
Government Information Quarterly, 23, 1, pp. 97-122, Business Source Premier
[9] http://www.ibm.com/developerworks/webservices/library/ar-procmod2/
[10] Zissis, D, & Lekkas, D 2011, 'Securing e-Government and e-Voting with an
open cloud computing architecture', Government Information Quarterly, 28, 2, pp.
239-251, Business Source Premier
[11] Zinkewicz, P 2004, 'IT: SECURITY PRIORITIES . . . TOP LEVEL
CONCERNS', Insurance Advocate, 115, 21, pp. 2-27, Business Source Premier
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