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Excellent classification of complaints is done which makes citizens to easily

lodge a complaint. Some of the services such as birth / death certificates are

instantly available. Hence, initial level of computerization is achieved due to

which citizens are looking forward for lot more quality expectations mainly

to increase quality of their living standards in terms of solving complaints

towards roads, unauthorized constructions, PWD working, water, drainage

problems etc Basically expectations to improve living conditions with the help

of ICT.

Citizens are not much benefited towards service delivery and complaint

solving.

Software has lot many modules and facilities but limited features are only in

use. It was observed that decision making reports are not in use. Those are

also not correctly produced by the software. But staff is not aware of it. MIS

and decision making reports and queries are not well conceptualized which

can point out only problem cases. Departments are not reviewed for their

performance based on database reports on regular basis.

Software bugs register indicates that software vendor is not paying attention

for root cause of problem. Same types of problems are reported again and

again. In fact, CFC staff at Kayan is now able to analyze the bugs and solve

them at database level.

Software features for various modules are not much enhanced based on the

experience. There are modules for some departments but are not

implemented.

Initial project conceptualization was excellent, but requires continuous

improvement. This is not observed in the project.

KDMC corporation members are not much involved in project so as to make

their role also workflow based.

6.0 : Recommendations:

1. In order to make use of full potential of ICT, the concerned senior staff

mainly HOD‟s should be trained regularly for improving managerial capacities

191

with the help of MIS and decision support features of ICT. HOD‟s should share

their experiences of effective use of ICT in their department with examples.

Training should be conducted by experts from ICT and corporation management.

Three days course after every six months will be effective. One of the sessions

may be planned from senior KDMC staff members those are architects for

conceptualization of CFC. One of lecture may be planned from software vendor

who is behind analysis and design of the CFC software.

2. Visit of HOD‟s or senior staff may be arranged to similar project sites at

other corporations in Maharashtra or other states of India to improve and add

new features once a year.

3. Transparency from Citizens‟ point of view can be achieved by incorporating

some of the features like following. These suggestions are also in tune with RTI

law.

Waiting Number may be attached to each service or complaint. Also waiting

list for service and complaints may be displayed on web-site department wise

and service wise. It can be made available at the HELP desk.

Citizen wise complaints made and services requested between two date

information can be made available as query on web and HELP desk to

answer citizens questions.

4. Six monthly HODs meeting along with expert committee and software vendor

may be called to review s/w features. Additional features derived based on this

meeting should be incorporated in the software. Number of additional queries

and reports can be added to fetch exceptional information based on which

decisions can be taken.

5. Expert committee also should have members from ICT Management area and

subject experts for corporation working at senior level as commissioners. Expert

committee meeting should be conducted once in six months and plan should be

prepared for implementing suggestions made in expert committee meeting.

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Expert committee„s major role was technological support, it can be extended for

defining software features.

6. Software quality requires lot of improvements to ensure smooth working.

Software bugs should be reduced. Root cause analysis of software bugs is

essential. It should be monitored that same bugs are not appeared again. Lot of

manpower from KDMC is required to be used for recording bugs and follow up

with s/w vendor to solve the problems. Software bug / problems recording and

solving procedure can be automated. Efforts are to be taken by s/w vendor to

ensure software bug free. It should be possible to operationalize the s/w without

on site support after six months of period from release of s/w.

7. Software may be tested from software testing agencies to get it certified.

STQC certification may be planned.

8. Problematic modules may require redevelopment. In fact, life of s/w product

may be up to seven years, so now is ideal stage to plan for redevelopment of the

product based on experience gained it may require about 60% efforts.

9 ICT usage by implementing CFC is an initial stage of setting up KDMC working

as WORKFLOW based procedures, which has achieved and sustained. Hence at

this stage, KDMC can plan for next stage in which decisions can be taken based

on available data to improve quality of life of Citizens. This will require to

reengineer decision making procedures for major works which KDMC is

suppose to perform towards roads, water, housing, health, sanitary issues.

Parameters may have to be defined to measure improvements. Working of

Corporation members also may have to be studied for making it more

answerable to citizens Participation from citizens may be called for before

finalizing system requirements.

10. Number of departments are not covered under CFC or for computerization

those can be covered as per annexure 1.

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11. Computer Section is performing following activities.

Vendor management for software, hardware and networking maintenance.

Coordination with all vendors for best services

Purchase of hardware and software

Working with s/w vendor for additional requirements for defining SRS, Testing

s/w and its release

Interaction with HOD‟s

Conducting Expert committee‟s meetings

Execution of Tender procedures for appointing vendors

Purchase of consumables

Managing CFC‟s

Preparing papers or presentations to submit CFC case study at different

forums for awards, conferences

Managing visitors

Work on number of GOM level committee for computerization.

Participate in Training programmes for presenting CFC case study.

Working with other corporations to replicate CFC model

These activities are so many and require serious efforts which are being

managed by three staff members only. Hence, additional staff at senior level may

be recruited.

CFC operations Manager under System manager may be planned to take care of

CFC operational issues. This will make System Manager available for planning

advancements and guide other corporations to replicate CFC model. Total

technical team size of six will be appropriate.

12. Majority of staff of KDMC was trained during initial stage of release of CFC

s/w. Regular training of CFC and departmental staff will be benefited. Their views

should be called once in six months to improve upon.

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13 All level staff working at CFCs are putting lot of hard work and requires

personal adjustments to ensure smooth operations at CFC. Scheme should be

designed to reward them in terms of appreciation and honorarium. Currently it

looks as it has become their personal commitment to citizens. KDMC has saved

and earned huge funds due to CFC operations so should be possible to include

cash awards on yearly basis. Operating CFC operations on day to day basis by

KDMC staff is remarkable.

14 Use of BI (business intelligence) and Data mining techniques may be planned

to derive meaningful information using last five years database.

Example,

Using the complaints data, it is possible to derive information of problematic

areas where water problems are high. With the help of data mining techniques it

will be possible to take urgent actions which will satisfy large number of citizens.

15 Usage of basic data created by CFC modules by other departments also

should be planned.

Example:

House hold wise basic data from birth / death database can be used by many

other departments or agencies such as population census, education,

employment etc. Citizen – Id card based system can be introduced to identify

citizens to interact with all government agencies.

16. Software may have to be rewritten to incorporate local language interface for

Marathi usage also platform may have to be changed for its financial viability.

.

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An Evaluation of Land Records Computerization ( LRC ) in Maharahstra

1.0 Introduction:

1.1 Scope:

1.1.1 Importance of Land Records In India:

The present system of preparing and maintaining of land records originated from

the Moguls period and reached its scientific form during the British rule. All the

subsequent efforts are largely revision by newly accredited areas on the basis of

existing laws and rules. Land records are of great importance to contemporary

socio-economic imperatives and their revision and updating are necessitated for

capturing the essentials of changes in social dynamics. Land records in itself are

a generic expression and could include Registration of Land, Records of Rights,

Tenancy, Mutation Register, Khatha Register, Dispute Register etc.

However, certain types of information relating to land play a very important role.

These may include primary information on land like size, shape, soil, land farms,

economic information related to land use, irrigation and cropping patterns, and

information pertaining to legal rights, taxation etc. Improvement in land cannot be

made without ownership and this is possible only after acquiring the rights on the

land. However, this system must safeguard the rights of the legal owner of the

land. Land records documents forms the base for all land reforms and therefore

regular and periodic updation is essential in all the states. Thus, the concept of

collection of revenue necessitated the maintenance of land records, rudimentary

form in ancient times and in a more systematic form during British administration.

Maintenance of land records has now become more vital for administrators and

hence creation of land information system is one of the key issues faced by the

government today.

Land records define ownership of land in a village. It shows details such as area

and boundaries of each plot, owners‟/khadadar‟s name with their proportionate

areas, cultivator‟s name, crop details, irrigation methods, other rights, loans taken

details and amount of land revenue to be paid to government. Land Records is

the basic legal document used by majority of rural population for following

various purposes.

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Seeking crop Loan

Bail in criminal cases

For obtaining bank loan

Conducting survey of their own land

To obtain a certified income statement

Avail benefits from government scheme mainly for agriculture

Sale or purchase of land

Producing in the court

Producing at police station

Applying for education - Agriculture courses

Defining tenancy

Applying for power connection

Crop insurance

Farm loan

For significant transactions as per above cases, entries are made in the land

records registers. For example bank loan amount is written on land records.

Hence land records become essential document for all most all activities of

farmer in the rural areas. Land records are equally important in Urban areas

mainly for sale or purchase of property.

Land Records are maintained at village level by staff of Revenue department,

designated as Talathi or village assistant. Generally there is one village level staff

taking care of three – four villages. Hence, the village level staff, Talathi is

constantly moving from village to village which makes it idifficult to trace him in a

village. Citizens have to keep track of his movement. Land records are

maintained as per the procedure defined in Land Revenue Manual using various

registers. Land Revenue Manual is originated from British Anderron‟s Land

Manual. During the days of British accurate Land Records were maintained

mainly for charging Land Revenue which was quite substantial. After

independence, land revenue was nominal, hence accuracy of land records

maintenance started deteriorating. The land record registers have standard

format and procedure for recording and updating. Register numbers may vary

from state to state but, functionality is similar.

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Land Records system in Maharashtra:

Form 1 : Kayam Kharado ( Aakar Bandh )

This register has the information of initial survey settlement of the land. A village

survey should match and map with VF1. But as on today, data is not matching

with VF1. This is due to backlog of survey. In many villages, it is pending for

more than 15 years.

Form 2: Non-agriculture register ( NA assessment register )

This form has the information of the plot (i.e. residential plots, housing colony

plots, independent plot etc.) All types of non-agriculture plots are mentioned in

this register. When mutation takes place for these plots, entry is made in

Mutation register i.e. VF6 and then after effect will be given in VF7, VF8A and

VF2 (Plot Register) The unit of area is in Sq.Mts and up to Sq.Cms.

Form 6 : Entry register hak patrak mutation register

Mutation means any change in the ROR in the form of ownership title, liabilities,

area & assessment change, tenant details, other rights, water right from well,

land holding type and conditions etc. Talathi accepts the application for the

mutation and makes entry in mutation register i.e. VF6. Issue notices to the

account holders and other concerned parties. Entry waiting period is 30 days. If

objection arises during the period of 30 days, talathi will register it in dispute

register. There after, objected mutation will be handled by Mamlatdar. If objection

is not raised, after 30 days of period circle inspector /dy.mamlatdar /dy.collector

(COMPETENT AUTHORITY) will visit the village and give the decision.

According to the decision talathi makes changes in the VF7/12 and VF8a. If

required, talathi will create new 7/12 as well new khatas in VF8a.

Form 7 : Ownership record of right always clubbed with form 12

In Maharahstra VF7 and 12 is known as 7/12 which is combination of two village

forms. Subject to approval from the competent authority in village form no.6

(Mutation Register), talathi makes changes in VF7. VF7 has the details of survey

number, tenure, farm name, land use, land type and its area, waste land portion,

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assessment, owner names, borrowings and other rights details, tenants details,

conditions imposed by government etc. VF7 is known as Record of Right (ROR)

if clubbed with VF12 (Cultivator and crop details year wise season wise) From

the details of land and its area Village Form 1 (Kayam Kharado) can be re-

generated. Talathis are expected to rewrite hand written 7/12 once in 10 years.

Form 12 Pani Patrak crops, irrigation and cultivators details

Village form no. 12 consists of: Cultivation year Names of cultivators, Season,

Crop name, Crop area, Type of Cultivation (self, laborer, tenant) Irrigation

source, Equipment used for irrigating land, number of trees and any other non-

agriculture development on land. Talathi is expected to make these entries year

wise season wise.

Form 8A Khedut Khata Vahi account register:

Form no. 8a is account of land holding. In an account one can have more than

one survey numbers. One account can have more than one owner and all hold

the land jointly. Joint holder can have individual separate land account.

Subject to approval from the competent authority talathi makes changes in VF8a,

in village form no.6 (Mutation Register) and creates new accounts, as necessary.

Village form no. 8a consists of: Account number, Names of land holders, Survey

number of land, Survey number, Assessment Calculations of Local Fund tax,

Educational tax, other taxes imposed by Panchayats and details of Land use.

Form 9-11 Demand register recovery register receipt book local fund

register

These registers are nothing but summarized report of demand and recovery of

revenue/taxes levied on land by Panchayat. This register is year wise and owner

wise. These registers are not included into computerized system.

Map of the Parcel:

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Holder wise geological information for each peace of Land, is marked on the Map

which demarcates the boundaries, defines shape, area and size. Names and

survey numbers of the neighbouring land owners is recorded on the Map for easy

identification. Without map of the land parcel, land records are not complete.

However, for most of the usage Record of Rights document serves the purpose.

Land Records form the basis for assignment and settlement of Land titles. These

records must stand the test of legal scrutiny. Land is very prestigious source and

the Land Records System must safeguard the rights of the legal owner of the

land. Issues related to land rights raises legal complexities. It has a vital socio-

economic importance. Hence state needs to ensure the maintenance of an

accurate and genuine Land Records System.

Land Records are basic documents for majority of policy formation at state and

Central government level. As per the 7th five year plan,

“ Land Records form the base for all Land reforms and therefore regular periodic

updating of Land Records is essential in all states . “

Ministry of Rural Development (MoRD) at Government of India level coordinates

Land Records Maintenance System in our country. MoRD issues guidelines and

directives to ensure Land Records System is maintained accurately.

Request to alter Land Records due to sale or inheritance is to be submitted to

village revenue staff. ( Talathi ). He then completes legal procedure and obtains

approval from Taluaka Revenue officer ( Tahashidar ) for updating ownership

details in Land Records and makes necessary correction entries. This indicates

that in manual system village level revenue staff (Talathi ) is controlling, updating

and preserving Land Records system. He is generally over burdened and being

the sole authority uses his discretionary powers to provide services. Over

Dependency on village level Revenue staff for maintenance of Land Records

System over the period is increasing corruption and political interference. Village

level revenue staff charges extra money as bribe which varies upon importance

of document. Percentage of making wrong entries is increasing with high

payments. Such cases at later date create land disputes. Court statistics

indicates that land disputes are up to 60 to 70% with respect to total court cases

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being handled by district courts. Fast rate of Urbanization in city areas has

reduced accuracy of Land Records due to large number of daily transactions.

Control on government land is difficult to exercise which leads to increase in

unauthorized constructions. Inaccuracy in Land Records System gives rise to

serious socio-economic issues, increased corruption, misuse of authority for

releasing government land for development, and increases injustice on citizens.

One of the major problems in manual system is non-transparency and non-

availability of Land Records for scrutiny.

1.1.3 Drawbacks in Manual land records system:

The land records system is non-transparent. The patwaris / village

accountants are maintaining these records in the villages and the same is not

getting updated into the copy maintained at the taluka or block level. Thus the

situation of virtual monopoly of patwari / village accountants over these

records is prevailing since many years. In fact, these records are usually not

accessible by the public for scrutiny.

Manual land records system is prone to manipulation. There have been

number of instances where these records have been manipulated by

unscrupulous officials, resulting in torture to the farmer.

Delay in issuing of land records is a regular feature. Even if revenue official is

willing to give land records in time, he is not available when farmers wanted

him the most as he has to take care of more than four to five villages.

The process of mutation is quite cumbersome. As records arer maintained in

a decentralized manner, there is no reporting mechanism available at taluka /

block level about the pendency of the applications. Lack of monitoring in

manual system results in farmers being amenable to all kinds of pressures

from the hierarchy of the system.

The Registration Department sends registered cases periodically to Land

Records department for updation of records. This process takes long time

span, till then old records are only refereed.

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It is not possible to extract the lands owned by a particular owner across the

taluka or district. This is required for the purpose of Land Reforms for

assignment of surplus land to Land less poor.

It is extremely difficult for the Revenue Department to cull out data and

perform analysis for decision making on the land records due to large volume

of the data.

Land records contain various useful data like soil, irrigation, cropping pattern

etc. All such data is very valuable for various administrative purposes. As

data is manually maintained, it is not possible to collate and analyze such

data in a meaningful way.

Courts often require various land records for disposing land based civil

litigations. Records are not forth coming easily and in time, resulting delay in

disposal of cases.

Manual land records are not legible as they depend upon the handwriting of

the Revenue officials.

1.1.4 Stake holders of Land Records system :

Citizens – Citizens expect that their land records are available as and when they

need it and that they be maintained properly without any manipulation. They also

expect that the changes requested by them are carried out in systematic way and

the process be transparent.

Revenue administrators – Revenue Administrators role is to ensure that land

records are updated and maintained as per prescribed procedures. Their

expectations are to provide the best services to farmers. Senior administrators

need mechanism to monitor the maintenance and updation process. They need

summary / abstract reports for decision making.

Registration Department - Registration and Survey Departments expect that

the land records are up-to-date so that they can use it for their business needs.

Government Departments / Agencies – Other Government Departments /

Agencies like Agriculture, Irrigation, need the land records details for planning

and decision-making purposes.

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Financial institutions – Financial Institutions provide loans to the farmers based

on the part of the land enjoyed by him and on the cropping pattern. They expect

that the liabilities are updated as and when they request, so that the farmers can

get the loan in time. They require updated and authenticated information.

Judiciary system – As there are large number of cases pertaining to land

disputes in the courts, the judiciary system expects that they can get the

succession records of land easily and quickly to dispose off these cases at the

earliest.

1.1.5 Mutation process:

Talathi accepts the application for the mutation and make entry in mutation

register. Issue notices to the account holders and other concerned parties. Entry

waiting period is 30 days. If objection arises during the period of 30 days, talathi

will register it in dispute register. Then, the objected mutation will be handled by

mamlatdar. If objection is not raised, after 30 days of period, competent authority

will visit the village and give the decision accordingly. According to the decision,

talathi makes changes in the VF 7/12 and VF 8a.

1.1.6 Mutation types :

1. Sale / purchase

2. Gift

3. Will

4. Inheritance

5. Distribution

6. Right withdrawal

7. Land Acquisition

8. Land joint holding (joint ownership)

9. Mortgage

10. Borrowings (Taaran) from milk co-operative etc.

11. Amalgamation

12. Tenure change

13. Non-Agriculture change

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14. Kami Jasti Patrak (KJP)

15. Change in survey settlement

16. Land consolidation

17. Lease

18. Government allotment

19. By order

Upon Mutation approval, VF 7/12 and VF8a modified by talathi. If needed, new

pages of VF 7/12 are created. According to need, talathi also creates accounts of

land holding in VF 8a. If land is non agriculture, VF 2 will be updated by talathi.

Crop details updations:

There are three crop seasons in a year for which crop inspection is done by

talathi after visiting each field/plot physically. The crop seasons are Rabi, Kharif

& Summer. This process is known as “Pani”. But it is observed that Talathi does

“Pani” once in a year.

Three documents are given to the citizen as a record of right in Maharashtra.

1. Land and Crop details VF 7/12 as a ROR

2. Land Holding Account details i.e. VF 8a

3. Copy of the entry from Mutation Register for verifying details of holding.

1.1.7 Formation of 100 % Centrally sponsored scheme By MoRD :

To remove inherent flaws in the existing Land Records maintenance and to bring

about efficiency, transparency and easy accessibility of Land Records Ministry of

Rural Development ( MoRD ), Government of India initiated a Centrally

sponsored scheme in 1988-89 to computerize Land Records with 100 per cent

financial assistance to states for utilizing IT as a tool to build a Land Information

System. Initially pilot eight districts from different states were selected for getting

experience, removing existing flaws in Manual system and define requirements

for various users of Land Records system. The scheme was reviewed in 1993-

94. It was seen that states were finding it difficult to sustain the project on

account of many serious reasons such as large scale initial data entry, non-

availability of skilled manpower, hardware limitations etc. In order to overcome

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problems faced by states, MoRD decided that NIC‟s infrastructure and software

services are to be hired. Also during 1997-98 the scheme was operationalized

from taluka level. Rs 3.50 lakhs were released per taluka to states. This step of

MoRD triggered computerization activities in the states. The scheme is aiming to

computerize core data contained in Land Records so as to assist development

planning and to make records accessible to people, planners and administrators.

Under this scheme financial assistance is provided for completion of basic data

entry of land records, setting up of computer centers at Taluka level, sub division

and district, setting up a Land Records Data Centre and imparting computer

training to revenue personnel for regular updation and distribution of land records

through computer.

1.1.8 Objectives of Land Records Computerization :

From Citizens point of view :

To provide computerized copies of ownership, crop details and updation of

RoRs to landowners on demand

To provide legal sanctity to computer-generated certificates of land records

after authentication by authorized revenue officials

To ensure accuracy, transparency and speedy resolution of disputes

To realize low cost and easily reproducible basic land record data through

reliable and durable preservation of old records

To focus on citizen-centric services related to land and revenue information

Value addition to delivery of services to common citizens in terms of

Speed; Moral; Efficient ; Transparent

Online filing of mutation applications

Submission & tracking of complaints

Issuing locational details of plots along with ownership

Time period for each service is defined accordingly services are to be

provided

Copy of Land Records Entries ( 1 hr ),

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Mutation of land ownership ( 45 days),

After receipt of mutation application on FIFO basis,

Copy of land map & boundaries( same day ),

Crop and Land Resource Statistics ( 1 week )

Objectives from point of view of Government departments and institution:

To provide fast and efficient retrieval of information for decision making

Implementation of a comprehensive land information system for better land–

based planning and utilization of land resources

Providing facilities for modernization of survey and settlement operations,

printing of survey maps.

Improving accuracy of surveys and enabling convergence of various survey

data, including that of Survey of India

Strengthening of Revenue machinery at village and immediate supervisory

levels on a selective basis to make the workflow of these functionaries

manageable

To implement Comprehensive Land Information system in order to

synchronize attribute data and graphical details

Development of Digital Land Record Maintenance system

Preservation, Maintenance and Updation of Records of Rights

Efficient management of Land and administration Land distribution; Ceiling

Surplus etc.; Registration

Social engineering ;(Abolition of tenancy; Support to marginal farmer;

Ownership to tribal and poorer section of society )

Knowledgebase for Financial institutions; Judicial process, City planners and

various other users

As per the Eight Plan (1992-1997) and the Ninth Plan (1997-2002), major

objectives are for fulfillment of all five-year principles of National Land

Reform Policies, that is, the abolition of inter- mediaries, tenancy reforms with

security to actual cultivators, redistribution of ceiling surplus land,

consolidation of holdings and updating of land records. The general theme

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underlying the content of all Plan documents has emphasized that land is an

asset, which provides for primary and secondary needs of the people. Most of

the problems of people in the villages are due to land related issues.

To facilitate easy maintenance and updating of changes which occur in land

database such as changes due to availability of irrigation / natural calamities

/consolidation / or on account of legal changes like transfer of ownership,

partition, land acquisition, lease etc.

To provide for comprehensive scrutiny to make land records tamper-proof,

this may reduce litigations and social conflicts associated with land disputes.

To provide the required support for implementation of development

programmers for which data about distribution of land holdings is considered

vital.

To facilitate detailed planning for infrastructural as well as environmental

development.

To facilitate preparation of an annual set of records in the mechanized

process and thereby producing accurate documents for recording details such

as collection of land revenue, cropping pattern etc.

To facilitate a variety of standard and ad-hoc queries on land data.

To provide database for agricultural census.

Future plan:

Digitization of spatial data

Comprehensive modernization of Land records

Giving print out integration process with CLR ( Computerization of Land

Registration)

Facility of ROR for Bankers

Computerization of VF VIII-B (Annual khatedarwise demand of land revenue )

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1.1.9 Use of Technology:

GIS:

GIS is to be used for creating and preserving up-to-date land maps. GIS is tool

for better visualization and spatial analysis. It can integrate non-spatial and

spatial datasets for query and better display.

Data warehousing :

Centralized database consisting data related to history of property transfers,

division of land parcels, yield trends, crop patterns and revenue details for entire

state will be valuable asset to decision makers. Organized meaningful data

warehouse can enhance decision making capacity of the government officials.

Framing of effective strategies and preparing policies catering to the needs of the

common man will be possible with the help of centralized data warehouse.

All government departments can access the centralized data warehouse without

any human intervention and with proper access controls. This will enhance their

decision making for formation of schemes related to farmers.

Citizens can have easy web access to information warehouse enabling them to

access public domain data.

World Wide Web:

Web application can provide access to land records using web-site of Land

records department. Land Documents can be displayed but can be printed only if

proper authenticity is built in the application such as digital signature. Financial

institutions can use web data for their decisions of loan approvals with proper

access rights. Citizens can view any land ownership document since it is public

domain information. BI (Business intelligence) based features of web-site can

facilitate number of other government departments and organizations to make

use of land records data for their decision making and planning.

Use of Hand held Devices ( Simputer ):

Simputer is low cost hand held computer which can be used to collect data on

the field. This can be used for updating crop information.

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Biometric devices:

Fingerprint devices can be used for access control to valuable land records data.

Fingerprint based authentication is to be planned for updation of land records.

Open source:

Use of Mysql, Postgrass Sql databases with Linux operating system and Java as

front end development tool can be used as cost effective solution.

Unicode:

Local language interface is one of the basic needs of land records system. Use

of Unicode will make databases universally accessible.

1.1.10 Issues in Implementation of Land Records System:

Though enormous efforts are taken for creating digitized land records, majority of

states are still continuing the issue of manual land records ( 7 /12 village form).

Following are the serious issues in land records computerization.

Massive data entry and verification of legacy data

Regular updation of the land records due to mutation entries is not performed,

non implementation of online mutation procedure

Cross verification is required over records for a large period of time to ensure

absence of inconsistencies after updation.

Resolving of any dispute is time consuming due to bulk of information.

Legal sanctity to computer generated RoR

Discontinuation of Manual land records

1.1.11 Status of Land Records computerization at National level

NO Description Number of

Talukas

Completed On

going

Not

started

1 Total talukas in India 5261

209

2 Data entry 5261 3521 227 225

3 Verification/validation 2960 536 481

4 Mutation backlog updated 1918 951 954

5 Taluka computer center 3460 83 342

6 Data entry software 3347 -NA - -NA -NA

7 Mutation software 3348 - NA - - NA -NA

8 Computerized ROR is being

issued

2923 -NA - -NA - NA

9 Manual copy of ROR is

being issued

1361 -NA - -NA - NA

As per about table 2787 talukas have stopped issue of manual copy of RoR.

1.1.12 Status of Land records computerization in Maharashtra

Sr

NO

Description Number of

Talukas

Complet

ed

On

going

Not

started

1 Total talukas in India 357 --- ---- ----

2 Data entry 357 357 0 0

3 Verification/validation 357 356 1 0

4 Mutation backlog updated 357 279 78 0

5 Taluka computer center 357 354 1 1

6 Data entry software 357 283 ---- ----

7 Mutation software 357 329 ---- ----

8 Computerized ROR is being

issued

357 345 ---- ----

9 Manual copy of ROR is

being issued

357 298 ----- -----

( from dolr.nic.in web-site of MoRD as on 1 Nov 2007)

1.1.13 Computerization of Land Records in Maharashtra :

Land Records computerization project in Maharashtra is being implemented as a

100% Central Government sponsored project under MoRD with national

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objectives of issuing computerized Land ownership records. The computerization

project was initiated since 1987 with pilot project of Wardha district but the

project got really accelerated in the year 2002 after taking project to taluka level

and after signing MOU for software services with National Informatics Centre,

Pune. Mr T C Benjamin, Settlement Commissioner coordinated software

development activities under the guidance of state level Coordination Committee

chaired by Shri U C Sarangi, ex-Pune Divisional Commissioner and seven senior

members from related departments or organizations. Settlement commissioner is

convener of the committee. Hardware purchase, setting up of computer centers

from taluka level up to state level, finalizing software requirement specifications,

liaison with NIC and Revenue department, staff training, issuing guideline

circulars, setting up of procedure for appointing BOT vendors for data entry and

services, appointing staff for database administration and computerization

activities at centers as well as monitoring of project including all above activities

are being executed by Settlement Commissioner. Revenue department has

implemented the project as per directives and S/W supplied by Settlement

commissioner from taluka level for holder level data. BOT services were hired for

data preparation, updation, checking and providing services. 100% data

verification, printing and proof reading were executed to ensure maximum

correctness of prestigious land holders‟ data.

1.1.14 Summary of Decisions taken in Maharashtra for Computerization of

Land Records

No Decision Date Agency Places

1 Announcement of 100% centrally

sponsored Scheme by GOI

1987 Wardha

2 Appointment of S/w development

agency (Clipart, dos)

Feb 1990 Ras infogen Wardha, 8

taluikas

3 Ministry of Rural Development

decided to avail NIC services for s/w,

h/w purchase, training etc

Jan 1995 NIC All states

211

4 RCIS Record and crop information s/w

unix/ foxpro, LRC- 50

1998 NIC,Data

entry

agencies

7 districts

50 talukas

5 LRC -33 1998 NIC, Data

entry

agencies

16 districts

33 talukas

6 Setting up of steering committee and

core group - GOM

Nov 1998 Discontinued

NIC services

RCIS

usage

stopped

7 Committee formation under

chairmanship of Kokan Divisional

commissioner for s/w development

Feb 1999 TSP‟s to be

appointed

8 Four TSP‟s appointed for SRS 1999 ABM „s SRS

was best

9 Decided to avail NIC services again

in a meeting chaired by Chief

Secretary, GOM

Jan 2002 NIC for s/w All Districts

10 MOU signed between NIC and GOM Apr 2002

11 Setting up of Coordination committee

for LRC under chairmanship of Pune

divisional Commissioner

Apr 2002

12 Selection of core domain experts by

coordination committee

May 2002

13 Release of Data entry module By NIC All districts

14 H/w purchase Aug 2002 districts

talukas

15 Circular for making upto date records

before data entry

Nov 2002 GOM All districts

16 Appointment of Settlement Comm. as

central nodal officer for inspection and

monitoring of data entry work

June 2002 GOM All districts

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17 Appointment of district domain expert

and DBA for strict control on data

entry work

July 2003 GOM All districts

18 Appointment of taluka clerical staff for

DBA roles

July 2003 GOM All talukas

19 Execution of data entry work Mar 2003

to Dec

2003

GOM All districts

20 Issue of certificate by collector for

correctness of data entry, inspection

and verification

Sep 2003

to June

2005

GOM All districts

21 S/w certification by STQC valid upto

15 nov 2007

Nov 2004 NIC

22 Amendment in law to accept

computerized land records legally

Dec 2005 GOM State wide

23 Circular to complete all pending

mutations

Jan 2005 GOM All districts

24 Computerized land records made

available at all taluka citizen centers

May 2005 GOM All districts

25 MIS for LRC implemented for

monitoring data status

Oct 2005 GOM All districts

26 Setting up of state level inspection

team find out actual LRC status

Jul 2006 GOM All districts

27 Web-site mahabhulekh.nic.in Feb 2006

( Booklet published as Land Management Information System by Settlement

commissioner &Director of Land records, Maharahstra State )

213

1.1.15 Land Revenue Administrative structure in Maharashtra :

State PSR &

SC

Divisional Commissioners

( 6)

District

Collectors ( 35 )

Taluka

Thashildars ( 358 )

Villages

Talathis ( 44,054 )

Land holders ( 211 lakhs )

214

1.1.16 Scope of software modules for Land records package:

Land Records Management System : ( LRMS )

LMIS ( Land Records Management information system ) software package is

developed by National Informatics centre, Pune. NIC provided software modules

since 1990 on different platforms. However, LMIS released in 2003 under open

platform linux 7.2, Mysel or postgreSql and php is currently in use.

Software was tested by STQC and issued Certificate on 16 Nov 2004 of Approval

to certify that product fulfills the requirements of software product Evaluation and

certification scheme of STQC.

Salient features of software modules:

Use of open source platform hence reductions system software cost

Elimination of Virus problems due use of Linux as operating system

Use of Unicode for local language usage

Screen interface also provided in Marathi

Use of simple pictures related to Land Records as Icons

Easy to understand User manuals

Software options matching with land records system is use

Automation of procedures for installation, backup, data transfers, parameter

file setting

Seamless integration of computerized transactions with manual procedures

which are not computerized

Use of bio-metric devices for identification of individuals while accessing S/W

modules

LMIS has following main options

Data Entry Data exchange

Mutation FAQ

Query Biometric security

Accounting Web based 7/12

GIS linkages Inter Dept linkages

215

Data Entry:

LMIS is entirely dependent on correct database of basic land records consisting

of village forms accumulated over more than past 60 years. Since this period is

rather long, there are enormous data related issues in hand written land records,

such as non-readable records, inconsistency, incomplete, wrong, or missing

records so on and so forth. Hence data entry module was designed after

incorporation of many data checking features over and above standard field level

checks such as cross-checking across the fields, value range checks, area

matching, checking across village forms etc. About 25 cross checking reports are

generated to verify database miss-matches with original documents.

Masters:

For precise classification of information, codification for following items is used.

Tenure up to level 3, Tenure, sub tenure and sub-sub tenure which defines

how the land is owned

Other rights up to two level other rights, sub other rights

Khata type

Crop class

Crop code

Source of irrigation ( Water supply resources )

Uncultivable land types

Data entry of village forms :

Village form I: Settlement information, Land entries and other information is

used for database creation. This information is used to tally with individual record

of rights ( 7 /12 village forms ) for all holders residing in the village. Holder wise

tenure type wise areas are taken from this form.

Land entries cover details as survey numbers, tenure, area, uncultivable area,

assessment value.

Settlement information consists of hectare wise rates for irrigated and un-

irrigated areas.

216

Other information consists of village areas, Un-cultivable area, area under roads,

rivers, nalas, cannals etc. All areas of the village which are not covered under

any other individual holder but belong to government are also covered.

Khata Register 8A : Khata register gives details of all land parcels owned by a

land holder in a village. It records names, survey number, khata type, sex, literate

or illiterate, caste, minor or major and Topan name. Khata Register entries are

initially done and survey numbers are taken automatically from this to create VII

land ownership record of a particular land parcel.

Village form VII : Village form VII is basic record for rights on land which are

stored survey number wise. It has detailed entries for Khatadars entries which

are taken from Khata register automatically once survey number is entered.

Total cultivable and total non cultivable area with their details as irrigated area,

un-irrigated area, Phokharab areas are entered with their assessment. Incase of

NA entry, NA area and its assessment is to be entered. All areas entered are

tallied with areas in village form 1. Mutation entries, other rights are taken in

database. Khatadar names are displayed from khata register entries. During VII

entries their proportional factor (anna) is to be entered based on which all other

areas for each katadar is calculated along with its assessment. Number of cross

checking parameters are added to ensure correctness of data.

Village form XII: Crops cultivated in the land parcel identified by survey number

are entered using village form 12. These entries are made season wise

separately for irrigated and un-irrigated crops. Which give area under the crop.

Areas are also matched with total cultivable land in village form VII.

Generally both 7 and 12 forms are required together hence are designated as

7/12 ( Saat Baara ) land records. This is the most vital document which defines

record of rights and crops taken. Only certified Mutation register entries can

update VII details.

Data entry module provides administration option to update reference master

files and password management. Report option is provided to print complete or

217

selective list printing of all village forms. It also provides option for cross checking

areas of VII with respect to village form 1.

Online mutation module:

Mutation module is sensitive since it creates transactions, which after their

certification by certifying authority updates land records ownership and other

details. The procedure is set similar to manual procedure, which facilitates

initially to create Mutation register (Fayer-fare register) by Talathi. Taluka level

certifying authority certifies the mutation entries. Only certified mutation entries

are then used to update land records master databases. Only Talathi and

certifying authorities can assess the mutation module with password and

biometric security features. User can access data only in their respective

jurisdiction. Mutation module has facilities for,

Acknowledgement of mutation application

Generation of notices

To carry out Mutation updations immediately in the database

Mutation types :

Sale of land / kharedi / waras / registered document / mutations :

Under these types of mutations Sellers‟ details and buyer‟ details as names with

their areas alongwith mutation number and dates are entered to create mutation

register. Khata numbers are automatically taken from khata register data base. If

it does not exist for buyer, automatic khata number is generated.

Boja / Eikarar / Taran types of mutations:

Loan can be taken from banks, institutions, cooperative societies by keeping land

as mortgage. The details of loans taken against the land owned are recorded on

record of rights through mutation procedure. The mutation details as date, bank

or institution name, address, amount, reference number and khatadars with

survey numbers are stored in mutation register.

218

Waras :

After the death of khatadar his name is deleted and new warsdars‟ names with

annewari are entered in his all survey numbers.

Mutations by government or court orders:

Mutations pertaining to all Registered Documents are treated as Kharedi

Mutation (Some one gives up his rights and the other one acquires the rights).

Cause of the mutation and competent authority details are stored in mutation

entry.

The registered documents are of type Will, Bakshishpatra, hakkasodapatra,

vatappatra etc.

Removing Boja:

Details for khatadar names with boja details are taken to remove from 7/12

entries. This works as edit option.

Any mutation that cannot be done with the help of all standard mutation types

explained above can be done with the special mutation type. Here Talathi has to

apply his mind and decide which portion of the VF VII has to be updated. System

will not generate the deal portion automatically; one has to type the deal portion

which will appear in the mutation register. Effects have to be given in the same

manner as he (Talathi) gives effect on manual 7/12. He has to think how his

manual 7/12 will look due to current transaction and than update each part

(Tenure, Holder name & there area, Cultivable & Potkharaba area, Assessment,

entries of kul, entries of other rights) of existing computerized 7/12.

Mutation notices are printed and issued to concerned by Talathi. All dates of

notices are stored.

Talathi has three options Mutation entries, Notices and reports. He can print daily

report, mutation register and print 7/12.

Role of certifying officer:

He can operate options as certifying mutations and print reports. He can certify

only pending mutations. After proper password and finger image identification he

219

can log in and can access only those records which are under his jurisdiction.

Before, certification he can see the 7/12 details and is expected to apply all

routine checks. Updates in 7/12 are made for certified and pending mutations

and no databases are changed for rejected and pending mutations. 8A certified

mutation register can be printed.

Print utility:

This module is provided to print various reports, including documents to be

provided to citizens such as copy of 7/12, mutation entries etc. It also facilitates

to print registers such as mutation register. It has following options:

List of Survey Numbers: Prints all survey numbers in a village

Report : Gives details of 7/12‟s printed for a village during any two dates

7/12 Print : Search, view and print options are provided to print desired 7/12

extract

Holding Details: to print or view 8A giving land holding details in a village

Revenue Demand: to print a report for agriculture revenue demand and to

print 8b

Mutation Register

Web based 7/12 :

The web-site http://mahabhulekh.mumbai.nic.in gives facilities to view any 7/12

or property card from any village of Maharahtra in Marathi. Query option is also

provided to select a holder based on name or survey number.

1.2 Research Methodology:

Land Records Computerization project was selected for this research study since

this project affects life of majority of India‟s rural population to some extent urban

population during sale or purchase of land. Rural population requires copy of

7/12 extracts for almost all their activities. LRC project is implemented at all

districts (35) and talukas (358) covering entire Land Records entries (211 lakhs)

form Maharashtra state. Services are provided at Citizen‟s centers separately set

up at revenue offices. Property cards are also issued at separate citizen‟s

220

centers in urban areas throughout Maharashtra. This project is one among fully

implemented projects in Maharahstra. Computerized 7/12 extracts are being

issued since May 2005. This is a massive job and very cumbersome work since

basic hand written land records were not up-to-date and clear for data entry.

Consistent and dedicated efforts from office of Settlement Commissioner and

Revenue department since 2002 made it a reality to access entire Land Records

for Maharashtra state on website. Hence, the LRC project was studied to find out

success factors.

Objectives of this case study are

Identify and evaluate benefits realized by intended stakeholders

Accessing the fulfillment of Citizen related objectives of LRC project

Accessing the fulfillment of LRC project objectives for government

departments

Identify success factors for LRC project during development and

implementation

Compare LRC project for Maharashra with other states in India

To derive Project Monitoring Parameters ( PMP‟s ) which can be measured

on continuous basis or periodically for sustainability of LRC project

Accessing the LRC project for its extension up to village level or circle level

Scope of the research:

The LRC project information was obtained from following sources.

Website www.dolr.nic.in Department of Land Records, Under Ministry of

Rural Development

website www.mahabulekh.mumbai.nic.in Maharashtra level consisting with

statewide land records and property card data

Website www.gov.maharashtra.in for government of Maharahstra

Project Documents : Presentations , short notes, software user manuals

MIS reports for last two years

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Booklet published by Revenue department and office of Settlement

Commissioner as “Land Management Information System“ which

summarizes steps taken for LRC project, Government resolutions issued

(GR), Circulars, guidelines issued to implement LRC project

Articles in Magazine

Book “ Land Reforms in India : Computerization of Land Records “ Edited

by Wajahat Habitullah, Amnoj Abuja - Published by Lal Bahadur Shashtri

National Acadamy of Administration – Mussoorie as a outcome of research

project undertaken from Ministry of Rural Development, Government of India

Land Revenue Manual of Maharashtra government

Discussions with authorities

Field visits

Data collected by Researcher for this case study

Stakeholders identified are,

A.

Citizens visiting to Taluka Computer centre for Land records for availing

services

Citizens / farmers approaching staff of department of agriculture at village

level

Citizens visiting to Taluka computer centre for Property card

Revenue departmental staff at District level handling LRC project District

Domain-Expert

Revenue departmental staff operating property card software

Revenue departmental staff in-charge of City Survey office for issue of

Property -cards

B.

Software development team members

Lawyers – since they handle land disputes

Builders – since they deal with property purchases mainly in urban areas

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Financial institutions

Senior staff from agriculture department

Settlement commissioner

Members from co-ordination committee

Questionnaires were designed for all stakeholders from A category of above in

Marathi. Interviews for few were conducted for stakeholders from category B of

above.

Methodology:

The study was carried out in two stages: Exploratory and Detailed study.

Exploratory Study:

Exploratory study was carried out by visiting Pune and Mulshi taluka computer

centres and Pune City Survey office. The purpose of exploratory study was to get

reasonable understanding of the services provided at taluka computer centre. As

an outcome of exploratory study stakeholders were identified and questionnaire

design was undertaken.

Detailed study:

Detailed study was carried out using separate questionnaires as survey

instruments for each of the stakeholder. Interviews were conducted of senior

government staff and settlement commissioner.

2.0 Exploratory Study:

Exploratory study was carried out by researcher by conducting few detailed

meetings with Shri T C Benjamin, Settlement Commissioner and Director of Land

records. He gave an excellent overview of major milestones of the LRC project.

Majority of the project activities were executed during his tenure, hence project

briefing from him was quite helpful and served as basis for designing this Case

study.

223

2.1 Observations made during exploratory study:

Data entry, verification, 100% printout checking, sample rechecking and

certification by revenue staff for all record of rights is complete in Maharashtra

for about 211 lakhs of land parcels. This massive work was mainly carried out

during 2002 to 2005. All earlier efforts from 1990 till 2002 were not considered for

creating the database. But experience gained during earlier pilot projects were

useful to take up such a large project which requires voluminous initial data entry.

Number of circulars, guidelines and resolutions were issued from time to time to

guide the project, clearly defining the role of each one, specifying expected

actions, setting work targets and procedures and issue of proper directives to all

concerned offices. This has ensured proper official communication across

Settlement commissioner‟s office and revenue department. Guidelines issued

were clear and targeted to ensure 100% correctness of data. A Booklet

consisting with copies of all guidelines and overview of LRC project is published

by Settlement Commissioner for benefit of all.

LRC taluka computer centers are established at all talukas ( 358 ) in

Maharashtra where services to issue 7/12 records ( record of rights ) have

commenced since May 2005. Revenue act for Maharashtra is also amended

on 3 Dec 2005 to provide legal sanctity to Computerized 7/12 extracts.

Hence computerized land records will now be legally valid in the law of

Court.

Web-site is released which has complete Land Records data and property card

data which can be accessed using query parameters. The site is updated once in

a month. For security reasons print facility or download facilities are not made

available on the site. But site can be useful to check the land records status of

any land parcel in Maharashtra. The data is in Local language ( Marathi ).

Software development activities were coordinated by Shri T C Benjamin himself.

National Informatics Centre, Pune was opted as nodal agency for software

224

development. Project implementation is executed thru Revenue department. The

coordination committee was set up under the chairmanship of Shri U C Sarangi,

ex-Divisional Commissioner, Pune.

BOT vendors were appointed taluka-wise for executing all implementation

activities such as data entry, verification, and correction of data, managing citizen

windows, supplying required hardware and offering services. BOT vendor

provided technical know how to taluka revenue staff. District domain expert is

appointed at each district to guide and monitor BOT vendors, taluka centers and

coordinate with NIC staff for smooth introduction of sustainable computerized

land records system.

Hand written record of rights ( 7/12 extracts ) are also issued by Talathi at village

level. Computerized 7/12 extracts are being issued at Taluka Computer centre

using databases. 7/12 extract for any village under that taluka can be obtained at

taluka computer center. Procedure is defined to update land records in LRC

system so as to ensure its exact replica with manual hand written records.

Property cards are also computerized covering urban areas. Revenue staff

members of the city survey offices are operating the software. Only computerized

property cards are issued hence, backend computerization is complete in all

respects. Manual issue of property card system is discontinued.

Considering its rural usage and spread over, software package is developed

using Unicode so that user interface and data can be in Marathi. Software

package runs under Linux and DB2 platform hence project costing is reduced

drastically and virus problems are minimized.

MIS system is in use to monitor and rank talukas and districts based on their

target achievements. This has helped to create competition across revenue

offices to achieve targets.

225

2.2 Visit to LRC taluka computer centers : Observations:

Visits to Haveli and Maval or Mulshi LRC taluka centres were organized to get

first hand experience of services offered. Visit to Maval was arranged along with

Research Guide. It was observed that citizens were able to get 7/12 extracts

issued within 30 minutes. All operations were smooth. Full satisfaction was seen

on the faces of citizens.

Field visit observations:

BOT vendor operates and offers services to citizens. After receiving request

slip for issue of 7/12, 7/12 is printed and signature is taken from authorized

revenue staff, which is then issued to citizens as signed authentic copy. UPS

with battery backup for six hours is installed at taluka LRC center to provide

undisturbed services. Citizens / farmers look surprised and thrilled after

receiving 7/12 in such a short duration without any problems and by paying

only prescribed fees.

Weekly schedule is prepared for Talathis to incorporate mutations in

computerized Land records.

Simple errors such as wrong name are solved at the centre, but for any major

errors in area or ownership records citizens have to follow normal mutation

procedure.

Printing quality is good. Due to printed 7/12, all ambiguities in hand written

7/12 are overcome.

There were about 10 – 15 citizens in the queue.

226

2.3 Novel ideas implemented at few locations to improve Computerization

benefits:

Use of vehicle:

Latur district : Mobile vehicle ( VAN ) is set up with Computer, printer and UPS.

The complete data of the district for land records is loaded in the computer. One

of the Staff member who is authorized to sign on 7/12 extracts also moves with

the VAN to sign on printed 7/12 extracts. VAN moves from villages to villages

and issues computerized 7/12 on the spot with the same charges. Time table of

the VAN is informed in advance so that citizens can take benefit.

Discontinuation of manual land records:

Few district collectors tried to extend LRC project till circle level and also stopped

manual system of mutation. This was working fine but discontinued as per

directives issued from higher office.

Integration of registration process with Land records:

Software is developed and being used on trial basis at Khed taluka of Pune

district to automatically update land records after registration of the property.

Private entrepreneur services:

Few locations in Auragabad, private entrepreneurs ( agents ) have stated

services to receive request by e-mail or postal mail for copies of Land records

and delivery is made at residence. Payments are collected while delivering

documents. They charge about Rs 100/- per service.

Citizen booths:

Additional citizen booths are opened at few locations in cities to provide LRC

services. These are over and above LRC centers at Talukas.

227

Use of mobile Phones to record crop details

In Nasik district mobiles phones are provided to Talathi‟s. During field visits

(Peak Pahani ) he sends as SMS using which data is updated in Land records

database automatically.

3.0 Detailed study:

Questionnaires were used as study instrument during detailed study. Based

on the exploratory study outcome, following questionnaires were designed in

Marathi.

Questionnaire is prepared to receive opinion of citizens visiting LRC taluka

computer center for availing services. Their experience regarding services

availed in terms of waiting time required; correctness of 7/12, fees paid, etc

are covered in the questionnaire.

Large number of citizens are not availing the facilities at LRC taluka computer

center to avoid travel and save money. Also village level awareness requires

to be enhanced. Hence to record their awareness level and experience about

LRC taluka computer center, questionnaire was prepared. Survey was

conducted through Department of Agriculture. Farmers generally visit

agriculture department to avail benefit of schemes. At that time their opinion

was collected from two districts. ( Solapur and Nagar )

Questionnaire for lawyers was prepared to get their opinion about impact of

computerization on land disputes. Majority of land disputes are solved on the

basis of 7/12 records. Questions related to percentage reduction of land

disputes, percentage of usage of computerized 7/12 records were covered.

Questionnaire was prepared for citizens visiting computerized property card

center to receive computerized property card. Questions were framed to get

their opinion about service quality.

228

District Domain Experts are appointed at each district to monitor and guide

LRC computerization within district. Questionnaire was prepared to get their

experience and suggestions.

Property card software is being operated by revenue staff, their feedback was

received covering operational experience.

In-charge city survey for issuing property card is managing the services at

property card. His experience was collected to cover management issues.

3.1 Questionnaire Design :

Questionnaire for Citizens :

Land Records computer centers – for citizens were established at each taluka to

offer services to issue land records documents to citizens. Citizens are availing

these services at taluka places to get computerized 7/12 extracts. Citizens‟

survey was conducted using two different methods and using separate

questionnaire. Citizens visiting taluka computer center were covered and

secondly, village level feedback survey was conducted during farmers / citizens

sessions conducted by Department of Agriculture.

Objectives for citizen survey:

Fact finding for services received by citizens / farmers in terms of their

expectations

Time requirement for services

Correctness of computerized documents issued

Comparison of manual procedure of 7/12 with computerized method

Payments made

Requirement of setting up of computer centers at village or circle level

Benefits received by citizens

Measuring objectives set for land records ( For citizens )

Difficulties faced by Citizens to use computerized service delivery

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3.2 Survey and Data collection:

Village level survey:

Sampling Size:

Questionnaire based survey was conducted in two districts namely Solapur and

AhmadNagar. All talukas ( 25 ) in both districts were covered. Villages and

citizens were selected randomly. 25 talukas and 557 villages were covered in the

study. 2 to 15 citizens from one village were surveyed. In all 1525 citizens

feedback from villages was collected. Questionnaire covers questions about

citizens‟ experience for receiving 7/12 from Talathi and from computer center.

Questionnaire for citizens has quantitative and descriptive questions. Part A

questionnaire contains questions for categorizing respondents by sex, age,

occupation. Part B contains questions for citizen experience at taluka computer

center. His experience of getting 7/12 from Talathi at village level and getting at

computer center is requested in terms of correctness, operational issues and

costing. Descriptive questions regarding his opinion about land records

computerizations are also covered such as his suggestions and problems faced.

Following table gives details of sample size for each type of questionnaire.

Sr

NO

Description Locations

covered

Number

of cases

1 Land records 7/12 at Taluka computer center-

Citizens

9 595

2 Land records 7/12 at village level – Citizens 557 1525

3 Property card – Citizens 4 182

4 District domain expert 6 6

5 Lawyers for 7/12 3 12

6 Operational staff for property card issue 2 12

7 In-charge for property card 4 4

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3.3 Data Analysis from questionnaire for citizens from villages who may or

may not have availed computerized land records services:

Very few citizens (0.5%) make use of web-site. Web-site is accessible only

during government working hours.

Occupation table indicates that 7/12 land records are mainly required by

farmers ( 94.8 %).

All age group citizens are making use of computerized land records system,

but age group around 40 are availing maximum services.

Citizens on and average require 5 times 7/12 extracts in a year. There are

211 lakhs land holders hence on and average 211*5 = 1055 lakhs copies of

7/12 extracts are required to be issued either by manual or computerized

procedure. So if all are issued by computerized system there will be turnover

of 1055*23.91= 25225 lakhs in Rs. These are huge service charges which

can be utilized to provide services at circle or village level.

58.8 % of citizens have taken experience to get computerized 7/12 extracts at

taluka computer center. This indicates that citizens are aware of

computerized services of land records.

Mean comparison across two districts AhmadNagar and Solapur indicate that

there is not much variation in number of times 7/12 extracts taken from

Talathi in a year, but there is significant mean difference in Number of 7/12

extracts taken from Computerized system across the districts.

Average number of 7/12 extracts taken from Talathi during last one year is 5

and that from Taluka computer center is 3 for same set of citizens. This

indicates citizens‟ choice is to get 7/12 from Talathi at village level.

Cross tabulation with respect to correctness of documents across

AhmadNagar and Solapur indicates that there is no significant difference of

correctness for 7/12 extracts issued by Talathi but, correctness level for 7/12

extracts issued by computerized system for 7/12 extracts issued by

computerized system across both districts has significant difference.

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Average fees paid are Rs 8.78 for 7/12 from Talathi (hand written ) and is Rs

23.91 for 7/12 taken at Taluka computer center. These charges do not include

transport cost from village to taluka to avail computerized services. This

variation is mainly due to charges for computerized 7/12 extracts is Rs 15 / -

per page.

With respect to correctness of documents 98.8 % records are correct which

are issued by Talathi and 90.0 % are correct issued at Taluka computer

center.

36.0 % of times citizens have to visit again and again to taluka computer

centre due to power failures with an average of 2 times.

28.7 % of times citizens has to visit again and again to taluka computer center

due to system problems with an average 2 times.

Behavior of BOT operators, Good 30.8 %, OK 27.6 % and Bad 10.4%

Behavior of Talathi Good 58.2 % , OK 14.8% and Bad 1.2 %

Talathi‟s rating is high even if they are providing services for last 60 years.

Citizens preference to get services from Talathi is 76.3%, from Taluka

Computer center 8.0% , and both 11.7 % Major reasons for Talathi‟s choice

are ,

7/12 getting from Taalthi saves time and money both 46.6 %

Easy access to Talathi in a village 10.6 %

Talathi gives correct and crop details updated 5.6 %

Citizens opinion regarding stopping services provided by Talathi and

providing only Computerized services at Taluka place are, No 89.6 %, Yes

7.9 % .

Major reasons for not for stopping Talathi services are,

One will have to visit taluka, transport cost, crop details not updated 31.8%

Time and money both saved if 7/12 taken from Talathi 15.6 %

Computerized 7/12 has mistakes upto 53 % major mistakes are

Crop details not updated 9.5 %

Name ,areas or crop wrong 3.1 %

Not identical with original 2.8 %

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Well entries are absent 1.6 %

56.9% out of 53 % have not indicated reasons for the mistakes.

Descriptive answers analysis:

Question Six: Which method you will prefer to get 7/12 extract either from

Talathi hand written or at Taluka computer centre Computerized copy of 7/12

extract ? Please give reasons :

Following reasons were given.

( 1 : From Talathi 2 : From computer centre 3 : Both )

Both is O K

Time and money both is saved if 7/12 is taken from Talathi in a village

Easy access to Talathi in a village

Not affordable to get 7/12 at taluka computer centre

Talathi gives correct and updated 7/12 along with crop entries ( 12 details )

If errors in 7/12, talathi can correct and issue 7/12 again at the same time

Computerized 7/12 and hand written 7/12 by Talathi are not matching

Saves number of visits

Talathi refuses or delays in issuing 7/12

Talathi not available on daily basis

Computerized7/12 is correct, printed hence more legible and saves time

Cost of computerized 7/12 should be reduced

Computerized 7/12 is best, but should be issued at village level

Talathi takes more money

Computerized 7/12 is not accepted for land dealing

7/12 issued by Talathi is accepted everywhere.

Services at taluka computer centre are not planned properly.

If computer are not working or power failures, work at taluka computer center

is stopped

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Question number Seven:

If only services at Taluka centre are provided to issue computerized 7/12 extract

and services to issue manual 7/12 by Talathi are stopped, will it be acceptable to

you? YES / NO Please give your views on this point.

Following comments were received. : Comments ( 1 : NO 2: YES )

12 ( Crop details ) is not updated in computerized 7/12

One will have to visit taluka so at least day is wasted an transport cost is

added, no crop details on computerized 7/12

Talathi gives correct and updated 7/12 at any time even on holidays

Time and money both saved if 7/12 is taken from Talathi

7/12 should be made available at village level at least for illiterate citizens

In case of emergency, 7/12 can be obtained easily from Talathi

Computerized services should be made available at village level or at

least at circle level

Both services should be provided

Well entries are missing in computerized 7/12

Computerized 7/12 may be wrong

Saves visits to Talathi

Fees for computerized 7/12 should be reduced

Computerized 7/12 is correct and legible since printed

Computerized 7/12 should be available at least till circle or village level

Computerized services may create problems

Talathi ask more money

Behavior of computer operator is not good, no experience.

Computer centers should be open even on holidays.

7/12 is required to be attached for work to be done at Taluka hence issue of

computerized 7/12 at taluka is ok

Computerization of land records will create new areas for corruption which will

affect common man badly

If Talathi services are stopped we will have to protest ( by way of Rastaroko

or Aathmdahan )

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Computerization of land records is done for government benefit to collect

more revenue and not useful to citizens

If computers are not working or power failure one will have to visit again and

again.

Farmers may not know his own survey number so difficult to use

Computerized services

Question number eight:

Shortfalls in Computerized 7/12 : ( 1: NO 2 : YES)

Have you noticed any shortfalls in the copies of computerized 7/12 extract?

Following answers were obtained.

Crop details (12 ) in computerized 7/12 is not updated

Lot of mistakes, so one has to visit again and again

Lot of mistakes in almost all attributes of 7/12, promises are given for

corrections but not done

Computerized 7/12 not identical with original, some information is missing

Well entries are not made in computerized 7/12

Staff is not helpful hence difficult for illiterate citizens to get services

Mistakes are seen in mutation entries of computerized 7/12

Updations are not done on time in computerized 7/12

Printing of 7/12 is not proper or clear

Staff at computer window demands more money

Computerized 7/12 is not accepted since updations are not done on time

Power problems

Lot of time and money is required

Question number nine:

What benefits you have felt due to Computerization of 7/12 extracts?

Time saving and printed 7/12 hence more legible, useful service in case of

urgency.

Need not have to wait or search for Talathi

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Computerized 7/12 services are not useful and takes more time

One has to spend much more to get computerized 7/12 ( transport and fees )

even if service is good and no benefits as such

No benefits but extra expenditure to get computerized 7/12 and number of

visits are required.

7/12 can be obtained easily even if Talathi is on leave or not traceable

If one is at taluka 7/12 can be obtained easily, useful for urgent requirement

at taluka office

Computerized 7/12 is correct and reliable and can be obtained fast

No one can change the computerized records for short duration for their own

benefit

Computerized services are good, should be made available at village level

after removing all errors

There are lots of benefits of computerization but government staff does not

work properly.

Anybodies 7/12 can be obtained easily in computerized services

In case of errors, one has to take 7/12 again in computerized services for

which payment has to be done again

Talathi harasses for payment or asks to come again, this is stopped due

to computerization

Due to computerization government related work at taluka offices is faster.

Computerization is useful to urban area.

It is difficult for illiterate citizens to fill the request form, hence not to be asked

to fill the form to get 7/12. It should be possible to get 7/12 on oral request.

Other entries are generally wrong

Less number of computers hence long queues and more waiting period

Question eleven: Suggestions:

7/12 should be made available at village level by Talathi and also at Taluka

computer centre at both the places.

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Computerized services at Taluka should be stopped and only Talathi should

issue 7/12.

Talathi should give 7/12 as early as possible and should be available as per

schedule.

Computerized 7/12 services should be made at village level by Talathi after

removing errors with less fees.

7/12 should be made available from Talathi which is easy for illiterate farmers.

Computerized services are useful to farmers if correct 7/12 is issued.

Fee should be reduced, should be same as manual charges.

Waiting time for computerized services is to be reduced.

Talathi makes 12 entries ( Crop details ) on time also all other updates are

made on time which is essential

Wrong entries in computerized 7/12

Due to computerization agriculture information at a glance can be obtained.

Computerized 7/12 are good, legible and correct.

Both systems have shortfalls which should be removed.

Fees for computerized 7/12 are different at taluka and district centres should

be same.

Computerized 7/12 should be provided dispatched at residence once a year

by government free of cost.

Computerized 7/12 should be provided by government staff and not by BOT

or setu.

Computerized services should be made still simple and understandable to

illiterate farmers /citizens.

Timings should be followed at computer centres.

Updations should be done on time in computerized 7/12 along with crop

details.

Computerized records should be once again checked with original and errors

should be removed.

Computerized services are good for urban population but talathi should

provide services to rural population.

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Computerized 7/12 should be accepted everywhere.

Printing should be clear.

Computerized services are best, but it does not give details for last 5 or more

years.

Staff at computer centre should be experienced and provide good service.

Receipts should be issued for the payments made even at village level or

computer centre at taluka centre.

.

3.4 Data Analysis of the study for Citizens’ questionnaire visiting Land

records Taluka Computer center:

Average waiting time is 13.2 minutes with median of 10.00 minutes.

Average total time for service to get 7/12 extract is 16.61 minutes with 15.00

as medium.

98.7% of the cases, 7/12 extract is issued at taluka computer center.

7/12 is requested 60.7 % for government related work.

With respect to correctness of 7/12 issued at taluka computer center it is

100% correct. Separate questions were asked for area under cultivation, crop

details, area not under cultivation, other rights, Bhogavatdars, etc but

responses were 100% correctness. Only 0.3% opinioned that crop details

are wrong.

99.7% opinioned that computerized procedures are useful and simple.

32.8% citizens take 7/12 extracts at computer center and also from talathi for

same copy. Thalathi‟s fees on and average is 10.81 Rs per 7/12 extract with

median 10.00/-

Mean comparison for waiting time across taluakas has range 2.10 minutes to

19.40 minutes but four talukas has similar range from 5.80 to 7,60 hence,

service level in terms of waiting time varies across talukas.

Only 0.9% citizens access web-site.

Descriptive answers for suggestions:

Waiting time should be reduced.

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Computerized 7/12 is made available at centers but not updated.

MAP also should be made available at computer center. Otherwise one will

have to visit Talathi for the same.

Crop details are not given separately for each khatadar.

Vahivatdar‟s names are not included in computerized 7/12 those should be

included.

Computerized 7/12 and 7/12 from Talathi must be identical.

Land cultivators‟ names are not included in computerized 7/12.

All villages should be covered under computerization project.

Computerized 7/12 should be made available at circle level or village level.

Computerized 7/12 is not issued on time due to power cuts, alternate

arrangements are required.

3.5 Data Analysis from Lawyers’ responses:

75% of the lawyers are aware of land records computerization. Computerized

7/12 extracts up to 25% are used in court cases as per 50% lawyers. As per

remaining 50% lawyers, computerized 7/12 extracts are not used in court

cases.

50% ambiguities are noticed in computerized 7/12 extracts.

Disputes are reduced marginally due to computerization. 16 % lawyers felt

disputes up to 50 % are reduced.

Interview of well known lawyers ( two ) was conducted who are dealing with

land cases from urban as well as rural areas. Both of them expressed that if

correct land records are issued and updates are ensured this will drastically

improve land disputes. Currently it is noticed that updates are not proper and

on time. Only one authentic 7/12 extract copy should be issued either by

computerized or hand written. Issue of 7/12 authentic extracts from two

different systems ( manual and computerized ) should not be used in which

source of data is different, this may create additional disputes. Trust on

computerized system is yet not established.

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3.6 Data Analysis from District Domain experts questionnaire:

Revenue staff at the officer level is appointed as District Domain Expert who are

managing and guiding land records computerization in a district. They are also

interfacing with higher level offices for communicating problems in a district. Six

questionnaires were received out of 34 districts.

All district domain experts are using computers.

All are using web site of land records.

50% felt that computer centers at village level can be opened.

83.3% felt that manual services by Talathi can be stopped.

33% felt that computerized 7/12 extracts issued are correct up to 100%.

66.7% felt that computerized 7/12 extracts issued are correct up to 75%

83.3% felt that mutations up to 75 % are carried out on time.

16.7% felt that mutations up to 25 % are carried out on time.

Since the sample size is small even if percentages may vary one can

conclude that mutations are not carried out on time and still error rate is high.

3.7 Data Analysis of Citizens feedback availing property card

computerized services:

Questionnaire based survey was conducted in two districts and four talukas

with 182 respondents. 150 respondents from Pune and 32 from Mumbai

districts were covered.

67.7% of the respondent has to wait up to 10 minutes to submit the

application for requesting property card. 28.0% of respondent have to wait

more then 10 minutes and up to 30 minutes.

98.1 % times citizens have received the property card which they have

demanded.

Property card is required for various reasons ( 20 ) mainly related to

government work and development of property.

67.6 % of the property cards are issued correct.

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Mistakes are noticed in Tenure type / Dharana Prakar( 48. 9% ) or

area(1.1% )

Time required to receive property card is one hr in case of 51.6 % citizens,

29.3% between 1 to 5 hrs, 94% times on the same day and 2.5% citizens get

property card on next day or after two days.

Time required to receive property card has mean of 4.83 and median as 1.0,

std deviation as 8.34 which indicates there is lot of variations in total time to

get property card. Mean comparison across districts shows vast difference

which indicates service level varies across districts. ( Mean 1.1 : Mumbai,

mean 5.8 Pune)

93.5% citizens said that they do not have to pay over and above fees to get

property card and 6.5 % said they have to pay extra.

Benefits of computerized system to issue property card are rated up to 97.3%

for correct, printed, excellent service, time saving and updated property card.

only 2.7% felt not much benefit has been realized and due to checking of

property card before, issue it takes more time.

84.1% respondents have no complaints about computerized property card

system. 6.3% faced power problems, 4.5% felt waiting time is high, 4.0%

respondent felt that only current entries property card should be issued.

84.6% citizens have rated behavior of staff as good and15.4 % as ok. No one

opted for bad behavior which indicates better service level.

37.8% of times citizens have to visit again may be once or twice due to power

problems.

13.7% citizens have seen the web-site.

Suggestions received are,

Current property details should be only printed on property card issued, so

that lot of money can be saved ( about Rs 400 to 500 ) towards fees.

Updations should be done carefully, otherwise corruption may increase.

Excellent project, which is beneficial to citizens.

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Office / center space is not sufficient most of the time citizens have to stand,

space may be increased with suitable interiors and suitable sitting

arrangements.

Staff should be increased.

Staff is good, provides best services.

Application acceptance timings should be increased.

Computer center and issue of documents windows should be near to each

other. Separate table may be assigned only to issue property card.

Font size of property card printing should be increased.

Total time to get property card should be reduced.

Separate queue should be arranged for senior citizens.

Computerization of record room should be done for fast traceability of

documents.

Maps also should be made available.

3.8 Data analysis for In-charge for property card at Taluka office:

Questionnaire consisting with descriptive and quantitative questions was

prepared to receive opinion of Property Card office in-charge. Following is the

analysis of descriptive questions. Four feedback questionnaires were received.

Q 2 : How much percentage of property cards are computerized?

100%

Q 3 : Reasons for issuing hand written property cards?

Not required to give even once. – 3 places

Required to be issued manually for 15 % times at Pune, Haveli due

to hardware problems.

Q 4: What are your hardware requirements still pending?

No additional hardware required. Work can be done with supplied

hardware.

Q 5: Which software requirements are still required ?

No requirements are pending.

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Q : 6: How do you communicate hardware / software problems ?

Orally : 2 Written : 2

Q: 7 : Are you using record room computerization ?

YES : 1 NO : 3

Q 8 : What are the software problems in Record Room software ?

No problems.

Q 9: Which new areas should be computerized?

The work of accounting branch should be computerized.

Q 10 : What type of complaints you have received from Citizens? How

many?

Complaints regarding property card printing are rarely received.

Complaints since power failures

About 8 – 10 per month

Q 11: What courses you have attended related to computerization?

MSCIT training attended –2

Not attended. - 1

Q 12 : Which courses should be planned for you?

PCIS usage training may be provided. - 1

Q 13: What benefits you have received due to property card

computerization?

Property cards can be issued fast, updated and correct - 4

Q 14 : Does staff have any problems for this project?

Training should be provided to staff.

Q 15 : How many times Settlement commissioner’s office has

requested your suggestions for this project ?

Not called.

Q 16: Your suggestions:

Separate staff should be appointed for computerization.

Additional computers may be provided to reduce the time.

Additional funds are required for consumables.

PCIS training may be provided.

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Q 17 : Your problems please.

Shortage of trained staff exists for execution of day to day operations.

Shortage of funds for purchase of computer related consumables as toner,

paper, CD‟s exists.

3.9 Data analysis for questionnaire designed for staff handling Property

card operators:

Questionnaire was designed for receiving feedback from staff who is actually

operating the property card computerized system on daily basis. Descriptive and

quantitative questions were designed. Questionnaires were received but mostly

questions were not answered hence answers which are received are

summarized below.

Q 2: Which hardware problems you have faced?

Since dot matrix printers are used to issue property card, printer head

problems are being faced.

Q 3: What problems you have faced in property card software?

Date format is reverse.

Run time error occurs some times while updating due to Hakasodpatar

Slow processing due to run time errors.

For some entries while new information is added, areas appears twice.

Dates can not be changed in the entries.

K is not appearing in property card. ( not getting printed )

Q 4 : How do you communicate your problems and to whom ?

Software problems are communicated to NIC by Phone or some times

in writing to NIC.

Problems are communicated to taluka in charge.

Q 5: What problems you are facing for backup activities?

No problems.

Q 6 : How many times you have issued property card manually and

why?

Not issued at all.

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Q 7: What difference you realized in manual and computerized

working?

Computerized method is fast due to which property cards are issued to

citizens In minimum time.

Q 8: Which training courses you have attended for this project?

Out of 12 only one has attended training at NIC for application usage.

Q 9: which type of courses you feel should be arranged?

PCIS operational training may be provided mainly to cover how to

update all types of mutations.

Q 10: Have you faced any problems due to not taking backup on time?

Due to power failures data may get lost. One has to enter again.

Q 11 Your Suggestions

Battery backup facility may be provided to overcome power problems.

Font size on print out of property card should be increased.

Left margin size of property card printing should be increased for filing.

Q 12 What problems you have faced from Citizens?

Printing quality is not good due to usage of dot matrix printer hence

complaints are received from citizens.

Since font size is small citizens are requesting for larger font size for

readability.

3.10 Summary of Group discussion with Talathi’s:

Group discussion meeting was arranged with Talathi‟s from Ambegaon Taluka.

Four Talathi‟s were present. This discussion gave real status and first hand

experience sharing with village level revenue staff who are issuing 7/12 extracts

on daily basis to citizens and are responsible for maintaining manual as well as

computerized land records. Talathis are custodians of land records at village

level.

Following table gives their village level data volumes which they are handling.

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Sr

NO

Village /

saja

Number of

villages

Number of Land

holdings

Number of 7/12 issued

in a day on an average

1 Manchar 4 3700 150

2 Valathi 2 1500 30

3 Kalamb 4 3500 80

4 Narudi 3 2000 80

5 Khata 4 5500 150

Talaths’ views:

Citizens still are not confident about computerized system.

Computerized 7/12 becomes costly to citizens living in villages. Rs 5/- per

copy of 7/12 extract is charged by Talathi for hand written copy. Charges for

computerized 7/12 extract at Talluka are Rs 15/ per page. Additionally

citizens have to spend for travel up to taluka.

Updations are made once a month in computerized system. Still up to 40 %

errors towards names, area and Boja are noticed. Hence citizens prefer to

take 7/12 from Talathi.

Online Mutations are essential in computerized system to ensure correctness

of data.

Talathi union had decided to cooperate maximum for computerization. Hence

duties allocated to them for computerization were executed on time. Talathi

unions have put up their request for supply of computers at village level.

It is essential to enhance computerization project to still lower level than

taluka at least up to circle level. Additionally Computer centers can be opened

at large size saja‟s / villages. Then only it is possible to discontinue manual

system.

BOT operators at Taluka are not knowledgeable of revenue systems hence

they are not able to guide citizens. Governmental staff only should operate

computerized system.

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Due to wrong 7/12 extracts which are being issued at Taluka computer center

wrong dealing may take place. If wrong bank boja ( loan entries) is reflected

on 7/12, this may lead to issue of additional loans.

3.11 Summary of group discussion with village level staff of agriculture

Department:

Group discussion was conducted on 25 July 2007 at AhmedNagar agriculture

district office. About 80 village level field staff of agriculture department attended

and provided their views on computerization of land records system.

They promised to get feedback questionnaires filled from citizens visiting to

them.

Majority of them have availed services from Land records taluka centers to

get 7/12 extract issued.

Since crop entries are not updated in computerized system, they are not

accepting computerized 7/12 to provide benefit of agriculture schemes. Same

is also true in case of banks.

Computerized 7/12 extracts are not updated on time even for ownership

details.

Unless this service is offered upto circle level, it may not be possible to

discontinue Talathi‟s hand written services.

3.12 Comparison of computerized system for 7/12 and property card

services:

Sr 7/12 services ( Rural ) Property card services ( Urban )

1 Manual services are still

continued

No separate manual procedure in operations

But printed documents are stored

2 Updates are not online Updates are online

3 Services are provided by BOT

vendor

Services are provided by revenue staff

4 Citizens have to travel upto

Taluka to

Computer centers are set up at all city

Survey offices hence no extra travel

247

get the service

5 Data errors are high Almost nil data errors

6 Back end 7/12 updates are

manual

All back end operations are computerized

4.0 Overall analysis of Study:

The project of Land records is operational successfully from Taluka level in

Maharashtra. Land records services to issue 7/12 extracts and property cards

are offered to citizens at Taluka computer centers which are operated by BOT

vendors. Property card centers are operated by staff of revenue.

It is essential to expand the scope of the project till circle or village level so as to

discontinue manual system of records keeping. It is also necessary to use only

online mutation process to ensure updations in the computerized system. These

steps are essential to realize full benefits of computerized system.

4.1 Success factors for Land Records Computerization:

During 1990 to 2000 even though government of India provided huge funds

for LRC project, not much of the progress could take place. Due to the

effective leadership of Shri T C Benjamin, Settlement commissioner and

director of Land records software was developed during 2002 satisfying all

requirements and massive work of data preparation was completed. Majority

of work of LRC was got done during his tenure.

Management and monitoring of basic data entry was done on regular basis to

ensure time bound completion of data preparation of 211 lakhs land holdings.

Use of MIS reporting system for monitoring and ranking districts based on

activities done in a month was helpful to create competition across the

districts.

Appointment of BOT vendors to execute data preparation work was one of

the important decisions to complete gigantic work of data entry in speedily

and simultaneously in all the talukas. BOT vendors were responsible for initial

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data entry, printing of 7/12 extracts for 100 % checking, data corrections,

providing computer facilities and managing services at taluka computer

center. BOT vendors are being paid on the basis of number of Land records

are issued after these services are started. Since payment to BOT vendors

was linked to service to be provided to issue 7/12, with their own interest data

entry was completed speedily. Terms and conditions for BOT selection were

appropriate for completion of data entry work.

Setting up of coordination committee, Pune divisional commissioner by

Government was essential for LRC project. The committee has played

important role in setting up roles of concerned organizations, government

departments and defining coordination between them. The committee had

identified district experts from revenue department to define software

requirements. Domain experts were working together with NIC, Pune.

Software development process was closely monitored by the coordination

committee.

Issue of timely appropriate GR‟s ( Government Resolutions ) has made the

project success. Issue of guidelines, setting up of targets, defining data

verification procedures, role definition, data certification procedures, BOT

terms and conditions etc were communicated with the help of GR‟s which

made the decisions authentic.

District domain experts were identified and assigned the role of LRC project

coordination within district. They have assigned fulltime responsibility for LRC

project. Software problems, hardware problems, BOT issues, staff issues,

complaints etc are looked after by them on daily basis. They are from revenue

department at officer level. Adequate training was arranged for them.

Selection of NIC for software development was most appropriate decision

considering NIC professional‟s expertise in domain knowledge, open source

platform development methodology, long term association with government

project and skills to work with state government staff. NIC being government

organization of software professionals their mission is to develop and

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implement such a large scale application which matches with LRC project

objectives.

Talathi unions had decided to cooperate in this project with government.

Excellent coordination was defined across settlement commissioner and

revenue department to execute this large scale project.

It is most important that all existing 7/12 extract data is correctly entered

before starting any services to citizens. This took long time from 1990 to

2005, almost 15 years. Actually major work of data entry was done from 2002

to 2005. Still also it took at least four years of consistent efforts. Senior

officers as revenue secretary, settlement commissioner, collectors,

tahashildars and talathis has played important role in keeping revenue staff

motivated to execute the project as per time frame.

BOT vendors demonstrated their work ethics and consistent efforts. BOT

vendors executed the project with their own resources for period of 4-5 years.

Their payment has started only after issue of computerized 7/12 extracts.

ICT technology is getting enhanced with fast speed. This has helped the

project. During initial stages of LRC project, lot of technological issues were

faced like Use of local language, storing of large, data, communications etc.

Over the period all such issues got sorted out due to advancements in ICT.

Funds were always made available to this project, since it is 100% centrally

sponsored project.

All other states are also in the process of executing LRC project as per

MoRD. Hence experience sharing is possible.

NIC has district offices hence consistent and timely services of district NIC

staff as experts were availed for the project. NIC‟s hardware infrastructure at

districts was used heavily during the project.

Large numbers of training batches were conducted to explain usage of the

software modules.

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4.2 Expansion of Land Records Computerization till Village level:

It is essential to extend this project till village level or circle level without which

it will not be possible to stop manual maintenance of land records.

Switching over to computerized mutation method is must to discontinue

manual procedures.

Software has all required modules to extend the project upto lower level but

implementation issues are many. Talathi‟s can be provided with laptops to

issue 7/12 and submit mutations. Mutations can be certified as earlier at

taluka. Talathi‟s will require communication facilities to transfer mutations and

download changed cases. Even if updates are performed once a week, it will

satisfy the requirements.

Talathi‟s and also BOT vendors have expressed their willingness to take up

responsibility to extend the project till lower level.

Internet connectivity facilities are increasing day by day from remote places

hence LRC project may not face any communication problems.

Maharashtra government network SWAN may be operational like Gujarat

government which will resolve ICT infrastructural issues.

Staff training or BOT training for usage of LRC application will be required at

large scale.

Since application package has proven its usability and back - log data entry

work is over, further expansion is the balance large scale operations.

Land Records manual and computerized systems are running parallel since

May 2005, but it is essential to check the data once again and complete all

mutations.

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5.0 Summary and Conclusions:

Analysis of the study:

MoRD at National level has framed most suitable guidelines and supported

the project with huge and sufficient funds. This has helped state government

revenue departments to execute Computerization of Land records effectively

with sustained efforts during last more than 15 years. MoRD is implementing

Computerization of Land records as one of the high priority scheme. It has

played consistent role of guidance over last 15 years. Effective solutions were

provided and additional funds were allocated to states time to time by MoRD

based on the status of the work at each state.

Broad objectives were framed by MoRD which are excellent from Citizens

point of view. Objectives have covered almost all issues and protect interest

of Citizens. It is mainly aimed at setting up up-to-date land records databases

to minimize manual errors and serve the citizens with transparent and correct

Land Information System.

But, it is hard to meet these objectives, which amounts to cleaning and

rectification of Manual Land Records over last 60 years, resolving existing

land disputes.

The project is based on the creation of huge database which has taken more

than ten years. Sustaining such a long duration project requires consistency

which was observed.

Correctness of data is essential to offer computerized services. Lot of efforts

at all levels was noticed to ensure correctness of data. But since services

based on manual land records are not discontinued even after more than two

years, it has added lot more complications which might create additional land

disputes. Manual land records as well as computerized land records are

being issued officially, based on two different sources.

BOT vendors are operating taluka computer centers. Data management is

their responsibility. It is noticed that additional money is being demanded by

few of them for rectification or issue of land records.

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Since online mutations module is not in use, data updation is not automatic. It

is based on manual updation by Talathi‟s. Hence it is difficult to manage and

monitor updatiion work. Majority of the land disputes arise due to mutations in

land records. Maximum corruption takes place in mutation stage of land

records, since it is kept manually, percentage of corruption is marginally

reduced only at the stage of issue of land records.

It was essential to appoint BOT vendors initially for completing large data

entry work. But, computerized system should be managed by revenue

department. Talathi‟s have high level of knowledge of Land Records System,

also their association with farmers is over last 60 years which makes them

aware of land information at village or circle level.

Access to database is only within revenue department.

Software has lot many features, but limited options are only in use. After

releasing online services in May 2005, not much of additional features were

added in the software.

No method is defined to ensure correctness of data automatically. Data

updation is purely based on manual work.

MIS reports are based on manual reports submitted by revenue offices from

taluka or districts and not derived automatically using databases, hence there

is huge gap between what is reported and actual situation.

Project was managed well till May 2005 up to releasing of computerized

services. Hence, after May 2005 coordination committee became non-

functional, due to which all further steps up to discontinuation of manual land

records and implementation of online mutations are yet to be implemented

without which computerization of land records can not be completed and only

marginal benefits can be realized.

Decisions are pending at Government level to amend law for discontinuation

of hand written land records and authenticating only computerized land

records.

253

Many more services to issue other land records such as search report, index

report, land maps, mutation report etc are part of manual land records

system, are yet to be incorporated in computerized system.

Recommendations:

Popularization / advertising of web-site is essential to increase its usage and

extend its benefits till village level. Special campaigning efforts at grass-root

level will increase awareness.

Web-site should be made available round the clock.

Web-site has limited features for accessing individual land records. It does

not have statistical or Business Intelligence features. If these are added, site

can be used for verity of reasons by all government departments, agriculture

related organizations or by financial institutions.

Complaint recording facility can be added on web-site to launch a complaint.

Since 7/12 extracts are mainly required by farmers, it is essential to add

features which are farmer centric. Land Records Computerization has paid

less attention for updating crop details on time. But this is essential to

farmers for availing benefits from government or for crop insurance.

Irrigation information as number of wells and other rights are essential

information in 7/12 which needs to be updated on time. Computerization has

given utmost importance to ownership details but above farmer related

information is equally important, without which land records will remain

incomplete.

1055 lakhs of copies of 7/12 extracts are demanded by Citizens in a year

However half of them are issued using computerized services hence there

is 50 % scope to extend computerized services. Extension of the project is

possible only if numbers of citizen centers are increased. These services

are highly demanded from village level.

59% population is aware of computerized land records services at taluka,

campaigning till village level will increase the percentage of awareness.

254

59% awareness is generated due to Talathi or newspapers, therefore same

media can be used for further campaigning.

Even if there are number of serious problems to get 7/12 from Talathi mainly

required to pay more and delays in issuing 7/12, citizens still prefer to get

7/12 from Talathi. It is essential to look into the reasons to change the

opinion. Unless computerized services are offered at village or circle level

with reduced cost, it will be difficult to change this opinion.

Fees for computerized 7/12 is Rs 15/ per page. Generally, there are more

than one pages in a 7/12 extract. Hence average fees derived from survey

sample is Rs 23.47/-per one copy of 7/12 extract. Talathi at village level

charges Rs 5/- hence official costing is high for computerized services

which should be reduced at least upto manual charges of Rs 5/. Since

services are available at taluka level even additional transport cost is

required to be borne by citizens. Costing can be planned at two different

rates for rural and urban citizens.

Citizens have to visit again and again 35.7% times due to power problems

and 27.5% times due to system problems. Hence, for assured services

standby arrangements for these problems are essential. If services are

extended up to village level these problems may have to be seriously looked

into since village level power availability is low during day timings.

Citizens‟ choice to get services is from Talathi for 77.9%. This percentage is

high mainly due to money and time savings, easy access to Talathi in a

village and Talathi gives updated 7/12. This clearly indicates that charges

for computerized services requires fee reduction, extending computerized

services till village level and timely update of crop details are to be

incorporated in Land records computerization system.

Correctness percentage is 98.8% if 7/12 is taken from Talathi and is 90.0%

if taken from Computer center. Hence it is essential to verify documents

once again before discontinuing manual land records.

Percentage of mistakes does not include updation of crop details and

missing well entries. Hence, it is also essential to update these details.

255

Services provided at Taluka Computer Center are excellent since it provides

services to 98.7% cases with 100% correctness and average waiting time is

16.5 minutes as per survey at Taluka computer center. Hence, services can

be extended till lower level for realizing its full benefit at lower cost.

Computerized 7/12 extracts are being issued at all Taluka computer centers

since May 2005 covering entire Land records in Maharashtra. State wide

project rollout is successful since May 2005. Also act is amended to

authenticate computerized land records since Dec 2005. Completion of

backlog data entry, verification, 100% proof reading and certification by

revenue staff have all been completed till Dec 2005 to ensure correctness of

databases. During last two years both the manual and computerized

systems are running parallelly offering same document using two methods.

Manual land records are basis for issuing hand written land records at

village level by Talathi. Computerized databases are basis for issuing

computerized land records. Mutations / updations are being carried out in

both the systems to ensure correctness of data. But, it is noticed that

considerable time delay is existing to update databases. Since manual land

records are not discontinued for long duration of two years and are

considered as original source of information, value of computerized land

records is being negligible. Courts, government departments, banks and

other institutions those require copy of land records documents are now

accepting only hand written land records. Hence, it is essential to

discontinue maintenance of manual land records and maintain only one

source of data that is computerized databases. Using this source of data

services can be extended till lower level to satisfy citizens‟ demands.

Running two independent parallel systems can increase data discrepancies

and land disputes.

Citizens have rated services from Talathi better as compared with services

at computer center by BOT operators, hence while extending the project,

Talathi‟s can be empowered with computer facilities to issue computerized

land records at village level.

256

Since, both the systems are running for last two years, it may be required to

apply data verification, checking and certification stages to repeat before

discontinuation of manual land records.

MIS formats and monitoring system was designed during data entry stage

hence MIS information is suitable for data preparation stage. These require

redefining since project is now at regular usage stage. Lot of MIS

information can be automatically generated such as date wise number of

mutations, number of 7/12 „s issued, timings followed etc.

Options as use of mobile vehicle, postal services, or appointing agents to

issue 7/12 extracts can be tried out to expand utility and easy availability of

computerized 7/12 extracts. If digital signature feature is added, land

records documents can be issued even on web or by authorized cybercafés.

Software or web-site does not have features to share the databases across

departments. Land records data is basis for almost all decisions for number

of departments. (Agriculture, irrigation, cooperation etc) However, this data

is not being shared.

Comparison of Property Card Computerization system and 7/12 extract

system in Maharahstra indicates that it is possible to discontinue manual

system without which computerized system can not be effective. Also

national level tables indicate that there are few states in which

discontinuation of manual land records system was possible. Hence,

discontinuation of manual services should be possible in Maharahsra and

should be taken up on priority.

Following PMP‟s ( Project Measuring Parameters ) should be incorporated

in computerized system which should be generated automatically.

Number of 7/12 issued against fees collected location wise

Complaints received and solutions provided

Number of updations location wise comparing against approved

changes

location wise, time required to issue 7/12

257

List of changes in the database which are not due to mutations for

security measures

Time analysis for completed updates

Number of Data base accesses by other government departments

Hit count for each feature of web-site

258

Statistical Analysis Tables for Land Records Computeriziation Case Study

A : Tables from Questionnaire for Citizens who may or may not have

availed computerized services:

TABLE a.1 : Frequency table for District wise number of cases:

District Frequency Percent Rank

1 Solapur 763 50.0 1

2 Nagar 762 50.0 2

Total 1525 100.0

Number of cases are almost equal in both the districts hence comparison of

services across districts can be done.

TABLE a.2: Frequency table forTaluka wise number of cases:

Taluka District

No

villages

Frequency Percent Rank

1 Solapur Solapur 45 150 9.8 1

2 Mohal Solapur 46 120 7.9 2

3 Barshi Solapur 45 119 7.8 3

4 Madha Solapur 32 117 7.7 4

5 Nagar Nagar 44 104 6.8 5

6 Parner Nagar 29 89 5.8 6

7 Karjat Nagar 50 87 5.7 7

8 Pandharpur Solapur 27 84 5.5 8

9 Shevgaon Nagar 29 82 5.4 9

10 Rahuri Nagar 39 79 5.2 10

11 Jamkhed Nagar 31 66 4.3 11

12 Nevasa Nagar 41 65 4.3 12

13 Akola Nagar 31 57 3.7 13

14 Karmal Solapur 24 54 3.5 14

259

15 Shrirampur Nagar 36 44 2.9 15

16 Shrigonda Nagar 18 36 2.4 16

17 Akkalkot Solapur 7 30 2.0 17

18 Kopargaon Nagar 19 30 2.0 17

19 Mangalve Solapur 6 30 2.0 17

20 Sangola Solapur 14 30 2.0 17

21 Malshira Solapur 16 29 1.9 18

22 Rahata Nagar 7 12 .8 19

23 Sangamner Nagar 2 9 .6 20

24 Chakur Nagar 1 1 .1 21

25 Udgir Nagar 1 1 .1 21

Total 25 557 1525 100.0

Sample size across the taluka within district varies hence comparison will made

with respect to percentages.

TABLE a.3: Age statistics

N Valid 1479

Missing 46

Mean 43.44

Median 42.00

Mode 45

Std. Deviation 11.475

Variance 131.679

Range 65

Minimum 18

Maximum 83

260

TABLE a.4 : Sex frequency table:

Sex

Frequency Percent Rank

1 Male 1451 95.1 1

2 Female 74 4.9 2

Total 1525 100.0

Computerized services are mostly used by male citizens, very few female are

using these services. Hence, tables are prepared on complete data.

TABLE a.5 : Occupation frequency table:

Occupation Frequency Percent

Valid

Percent

Rank

1 Farmer 1085 71.1 94.8 1

2 Service 19 1.2 1.7 2

3 Government Service 13 .9 1.1 3

4 Others 11 .7 1.0 4

5 Business 9 .6 .8 5

6 Lawyer 8 .5 .7 6

7 Total 1145 75.1 100.0

Missing System 380 24.9

Total 1525 100.0

Farmers ( 94.8 % ) at village level are the majority users of these services of

Land records.

TABLE a.6 : Correlation

District cross tabulation for ways of knowing Taluka computer center

and its correlation

District Total

261

Nagar Solapur

News Paper 204 241 445

Friend 90 64 154

Talathi 233 335 568

Lawyer 6 3 9

Government servant 93 48 141

Others 21 7 28

647 698 1345

Correlation : 0.9650647

Near 1 positive correlation indicating trend is same in both the district

TABLE a.7 : Statistics : For number of times 7/12 issued from Talathi in a

year and from computer center

How many times you

have taken 7/12 from

Talathi at village level

during last one

years?

How many times have

you taken 7/12 from

Taluka computer center

during last one years

N Valid 1311 1000

Missing 214 525

Mean 5.11 3.00

Median 4.00 2.00

Mode 2 2

Std. Deviation 4.257 3.006

Variance 18.118 9.034

Skewness 2.445 3.175

Std. Error of Skewness .068 .077

Kurtosis 7.729 13.587

Std. Error of Kurtosis .135 .155

262

Range 29 21

Minimum 1 1

Maximum 30 22

TABLE a.8: Mean Comparison between districts :

District

How many times you

have taken 7/12 from

Talathi at village level

during last one years?

How many times have you

taken 7/12 from Taluka

computer center during

last one years ?

Nagar Mean 4.92 2.06

N 703 390

Std. Deviation 3.782 1.787

Solapur Mean 5.32 3.61

N 608 610

Std. Deviation 4.741 3.441

Total Mean 5.11 3.00

N 1311 1000

Std. Deviation 4.257 3.006

TABLE a.9 : CHI-SQUARE TEST

Crosstabulation and CHI-SQUARE TEST between districts for

number of copies taken at Taluka computer center

Nagar Solapur Total

1 189 125 314

2 125 211 336

3 30 68 98

4 20 58 78

5 11 46 57

263

6 2 25 27

7 2 13 15

8 3 17 20

10 4 27 31

12 4 5 9

15 0 7 7

22 0 8 8

390 610 1000

O E O-E (O-E)*(O-E) (O-E)*(O-E)/E

189 122.46 -66.54 4427.5716 36.15524743

125 131.04 6.04 36.4816 0.278400488

30 38.22 8.22 67.5684 1.767880691

20 30.42 10.42 108.5764 3.569243918

11 22.23 11.23 126.1129 5.673094917

2 10.53 8.53 72.7609 6.909867047

2 5.85 3.85 14.8225 2.533760684

3 7.8 4.8 23.04 2.953846154

4 12.09 8.09 65.4481 5.413407775

4 3.51 -0.49 0.2401 0.068404558

0 3.12 3.12 9.7344 3.12

0 3.12 3.12 9.7344 3.12

125 191.54 66.54 4427.5716 23.11564999

211 204.96 -6.04 36.4816 0.177993755

68 59.78 -8.22 67.5684 1.130284376

58 47.58 -10.42 108.5764 2.28197562

46 34.77 -11.23 126.1129 3.627060684

25 16.47 -8.53 72.7609 4.417783849

13 9.15 -3.85 14.8225 1.619945355

17 12.2 -4.8 23.04 1.88852459

27 18.91 -8.09 65.4481 3.4610312

264

5 5.49 0.49 0.2401 0.043734062

7 4.27 -2.73 7.4529 1.745409836

8 4.88 -3.12 9.7344 1.994754098

117.0673011

SIGNIFICANT DIFFERENCE : Between number of copies of 7/12

taken across districts

HY REJECTED AS CALCULATED VALUE IS MUCH HIGHER THAN

THE TABLE VALUE

TABLE a.10 : Cross tabulation and correlation for time to get

7/12 at Taluka Computer center :

District Total

Nagar Solapur

1 182 212 394

2 83 149 232

3 32 53 85

4 25 49 74

5 41 49 90

10 31 84 115

15 14 25 39

20 8 5 13

25 5 12 17

30 5 5 10

40 0 2 2

50 3 9 12

60 0 4 4

70 0 2 2

Total 429 660 1089

Correlation : 0.961612

Near 1 positive correlation indicating trend is same in both districts

265

TABLE a.11 : Statistics : Mean comparison for charges paid

How much

charges you paid

to Talathi on and

average per 7/12

?

How much charges

you paid at Taluka

computer center per

7/12 per page ?

N Valid 1280 1073

Missing 245 452

Mean 8.78 23.91

Std. Deviation 8.765 34.510

Range 199 479

Minimum 1 1

Maximum 200 480

TABLE a.12 : Were 7/12 copies received from Talathi correct or wrong ? *

District Cross tabulation

District Total

Nagar Solapur

1 Correct Count 709 683 1392

% within District 99.3% 98.3% 98.8%

2 Wrong Count 5 12 17

% within District .7% 1.7% 1.2%

Total Count 714 695 1409

% within District 100.0% 100.0% 100.0%

266

TABLE a.13 : Were 7/12 copies received at Taluka Computer Center correct

or wrong ? * District Cross tabulation

District Total

Nagar Solapur

1 Correct Count 656 574 1230

% within District 96.8% 83.4% 90.0%

2 Wrong Count 22 114 136

% within District 3.2% 16.6% 10.0%

Total Count 678 688 1366

% within District 100.0% 100.0% 100.0%

As per above two cross tabulations,

Correctness of documents is reduced by 8.8% .

Variation across districts is not significant.

TALBE a.14: Correlation between districts for computer and power

problems:

District Cross Tabulation and its Correlation

How many times you have to go back since computers not working ?

District Total

Nagar Solapur Nagar

1 32 120 152

2 48 126 174

3 32 27 59

4 3 18 21

5 2 15 17

6 0 1 1

7 0 4 4

10 0 4 4

15 0 2 2

20 1 0 1

267

21 0 1 1

30 0 1 1

TOTAL 118 319 437

correlation between

districts: Districts = 0.894452

Near 1 positive correlation indicating trend is same in both district

District Crosstabulation and Correlation :

How many times you have to go back due to power problems ?

District Total

Nagar Solapur Nagar

1 8 14 22

2 24 11 35

3 6 4 10

4 3 5 8

5 4 5 9

12 0 1 1

45 40 85

correlation= 0.653689

Near 1 positive correlation indicating trend is same in both district

TABLE a.15 : How was the behavior of Talathi with you ?

Behavior Frequency Percent

Valid

Percent Rank

Valid Good 888 58.2 78.4 1

OK 226 14.8 19.9 2

Bad 19 1.2 1.7 3

Total 1133 74.3 100.0

Missing System 392 25.7

Total 1525 100.0

268

TABLE a.16: How was the behavior of Taluka computer center staff or BOT

operators?

Behavior Frequency Percent

Valid

Percent Rank

Valid Good 470 30.8 44.8 1

OK 421 27.6 40.1 2

bad 158 10.4 15.1 3

Total 1049 68.8 100.0

Missing System 476 31.2

Total 1525 100.0

Above two tables indicate that Talathi‟s behavior is better by 14.6 %

TALBLE a.17 : CHI-SQUARE TEST for behavior :

Cross tabulation and Chi-square test for behavior from

BOT operator and Talathi :

Good OK Bad Good TOTAL

Good 357 45 5 407 814

OK 215 116 5 336 672

bad 99 14 3 116 232

671 175 13 859 1718

CHI-SQUARE : TEST CALULATIONS:

O E O-E 3*3 4/2

357 317.92 39.076 1526.9 4.80274

215 262.46 -47.463 2252.8 8.58317

99 90.612 8.3877 70.353 0.77642

45 82.916 -37.916 1437.6 17.3384

116 68.452 47.548 2260.8 33.0283

14 23.632 -9.6321 92.778 3.92592

5 6.1595 -1.1595 1.3444 0.21827

269

5 5.085 -0.085 0.0072 0.00142

3 1.7555 1.2445 1.5487 0.88219

407 407 0 0 0

336 336 0 0 0

116 116 0 0 0

69.5568

SIGNIFICANT DIFFERENCE : Between behavior of BOT operator and

Talathi

HY REJECTED AS CALCULATED VALUE IS MUCH HIGHER

THAN THE TABLE VALUE

TABLE a.18: Which method you will like to use to obtain 7/12 from Talathi,

Computer center or both ?

Choice to get 7/12 Frequency Percent

Valid

Percent Rank

1 Talathi 1164 76.3 79.5 1

2 Both 179 11.7 12.2 2

3 Taluka Computer Center 122 8.0 8.3 3

4 Total 1465 96.1 100.0

Missing System 60 3.9

Total 1525 100.0

TABLE a.19 : Reason for 7/12 method

Reason

Frequ

ency Percent Rank

1 7/12 from Talathi saves time and money both 682 44.7 1

2 No reasons given 226 14.8 2

3 Both is O K 164 10.8 3

4 Easy access to Talathi in a village 161 10.6 4

270

5 Computerised 7/12 is correct, printed, legible

and saves time to get 57 3.7 5

6 Talathi gives updated 7/12 without loss of

time along with crop details 52 3.4 6

7 Talathi gives 7/12 with crop details updated 34 2.2 7

8 Time saving 31 2.0 8

9 Computerised 7/12 is best but should be

issued at village level 15 1.0 9

10 Talathi not available on daliy basis 13 .9 10

Other 90

Total 1463 95.9

Total 1525 100.0

TABLE a.20 : Can one stop 7/12 issue facilites from Talathi at village level

and keep only Taluka level computer facilites ?

Frequency Percent

Valid

Percent Rank

1 No 1366 89.6 91.8 1

2 Yes 121 7.9 8.1 2

3 Total 1488 97.6 100.0

Missing System 37 2.4

Total 1525 100.0

TABLE a.21: Reason for not withdrawing 7/12 issue facility from Talathi

Reason

Frequ

ency %

Ran

k

1 One has to visit taluka, adds transport cost also 12

not updated in computerized7/12 485 31.8 1

2 No comments 401 26.3 2

271

3 Time and money both saved if 7/12 is taken from

Talathi 238 15.6 3

4 Both services should be provided 76 5.0 4

5 Computerized services should be made available

at village level or at least till cirlce level 46 3.0 5

6 Computerized 7/12 should be made available at

least till circle level 39 2.6 6

7 Crop details (12) is not updated in computerized

7/12 37 2.4 7

8 Talathi gives 7/12 correct, updated any time even

on holidays 37 2.4 7

9 Time saving 17 1.1 8

10 Computerized 7/12 may be wrong 16 1.0 8

11 Saves visits to Talathi 12 .8 9

12 In case of emergency ,7/12 can be obtained easily

from Talathi 11 .7 10

13 Computerized 7/12 is correct , legible since printed 11 .7 10

14 Other 98

Total 1481 97.1

Total 1525 100.0

TABLE a.22 : Have you noticed any mistakes in computerized 7/12 ?

Frequency Percent Valid Percent Rank

Valid Yes 809 53.0 64.9 1

No 437 28.7 35.0 2

Total 1247 81.8 100.0

Missing System 278 18.2

Total 1525 100.0

272

TABLE a.23 : Which are mistakes in Computerized 7/12 ?

Mistakes

Frequ

ency % Rank

1 No comments 868 56.9 1

2 Crop details in computerized 7/12 are not

updated 145 9.5 2

3 Names , area or crop deatils wrong 48 3.1 3

4 Computerised 7/12 not identical with original

some information is missing 42 2.8 4

5 Well entries are not made in computerized 7/12 25 1.6 5

6 Lot of mistakes , so one has to visit again and

again 21 1.4 6

7 Updations are not done on time in computerized

7/12 20 1.3 7

8 Mistakes are seen in mutation entries or gut no

is wrong 10 .7 8

9 Printing of 7/12 is not clear or proper 10 .7 8

10 Others 336

Total 1235 81.0

Total 1525 100.0

TABLE a.24 : What benefits you have noticed due to Computerized 7/12 ?

Benefits

Frequ

ency % Rank

1 Computerised services are good , time saving,

ligible printed 7/12 349 22.9 1

2 No benefits but extra expenditure with added

number of visits 234 15.3 2

3 No comments 148 9.7 3

273

4 Computerized 7/12 services are not useful ,

takes more time 121 7.9 4

5 If one is at tsluka 7/12 can be obtained easily

useful for urgent work at taluka 71 4.7 5

6 No benefits updates are not done on time 65 4.3 6

7 Computerized 7/12 can be obtained easily even

if Talathi is on leave or not traceble 44 2.9 7

8 Computerized 7/12 is correct and reliable and

can be obtained fast 41 2.7 8

9 Need not have to wait or search for Talathi 25 1.6 9

10 Even if services are good lot of expenditure

Transport + fees 12 .8 10

11 Other 415

Total 1139 74.7

Total 1525 100.0

TABLE a.25: Your suggestions ?

Suggestions

Frequ

ency % Rank

1 7/12 should be issued by Talathi since majority of

people stay in villages which will save time and

money

365 23.9 1

2 Computerized 7/12 should be issued by Talathi in

a village with less fees without errors 258 16.9 2

3 Talathi should give 7/12 as early as possible and

he should be available 162 10.6 3

4 Not given 155 10.2 4

5 7/12 should be available at village by Talathi and

at taluka by computer center 87 5.7 5

274

6 Fes should be reduced should be same as

Talathis's 7/12 46 3.0 6

7 Computerized services at Taluka should be

stopped and only Talathi should issue 7/12 41 2.7 7

8 Both systems have shortfalls should be removed 40 2.6 8

9 Computerized 7/12 are good , legible and correct 28 1.8 9

10 7/12 should be made availabe from Talathi which

easy for illiterate farmers 14 .9 10

11 Other 329

12 Total 1276 83.7

Total 1525 100.0

B Tables from questionnaire for Citizens visiting Taluka computer centre

TABLE b.1 : District wise Number of cases

District Frequency Percent

Valid

Percent Rank

1 Jalana 514 86.4 86.4 1

2 Pune 61 10.3 10.3 2

3 Nagpur 20 3.4 3.4 3

4 Total 595 100.0 100.0

TABLE b. 2: Taluka wise number of cases

Taluka – District Frequency Percent

Valid

Percent Rank

1 Dhansavagi - Jalana 268 45.0 45.0 1

2 Partur - Jalana 180 30.3 30.3 2

3 Bhokardan - Jalana 66 11.1 11.1 3

4 Khed - Pune 25 4.2 4.2 4

275

5 Maval - Pune 25 4.2 4.2 4

6 Baramati - Pune 11 1.8 1.8 5

7 Ramtake - Nagpur 10 1.7 1.7 6

8 Bhivapur - Nagpur 5 .8 .8 7

9 Narkhed - Nagpur 5 .8 .8 7

10 Total 595 100.0 100.0

TABLE b.3: Total time to get 7/12

N Valid 531

Missing 64

Mean 16.61

Median 15.00

Std. Deviation 12.555

Variance 157.623

Skewness 2.655

Std. Error of Skewness .106

Kurtosis 16.588

Std. Error of Kurtosis .212

Minimum 2

Maximum 120

TABLE b.4 : Purpose to get 7/12

Purpose

Frequen

cy Percent

Valid

Percent Rank

1 Government related work 139 23.4 32.0 1

2 Own use 125 21.0 28.7 2

3 Bank related work 52 8.7 12.0 3

4 Well related work 40 6.7 9.2 4

5 Land purchase 25 4.2 5.7 5

6 Court related work 19 3.2 4.4 6

7 For information 17 2.9 3.9 7

276

8 Society work 5 .8 1.1 8

9 Land survey 3 .5 .7 9

10 Crop insurance 3 .5 .7 9

11 Name verification 2 .3 .5 10

12 Gandul prakalpa 2 .3 .5 10

13 Light connection 1 .2 .2 11

14 Education 1 .2 .2 11

15 For Income cerificate 1 .2 .2 11

16 Total 435 73.1 100.0

Missing System 160 26.9

Total 595 100.0

TABLE b.5 : Mean comparison : Waiting time in minutes

Taluka Mean N

Std.

Deviation Median Minimum Maximum

Ran

ge

Baramati 6.36 11 2.335 5.00 5 10 5

Bhivapur 7.60 5 7.765 5.00 1 20 19

Bhokardan 6.23 65 2.171 5.00 5 10 5

Dhansavagi 15.33

24

8 7.549 15.00 5 35 30

Khed 19.40 25 13.943 15.00 5 60 55

Maval 10.00 25 6.922 5.00 5 30 25

Narkhed 5.80 5 2.387 5.00 4 10 6

Partur 65.00 2 77.782 65.00 10 120 110

Ramtake 2.10 10 .316 2.00 2 3 1

Total 13.20

39

6 10.013 10.00 1 120 119

277

C : Analysis from Lawyers responses :

TABLE c.1 : How much percentage of ambiguities you have noticed in

computerized 7/12 ?

Percentage Frequency Percent Valid Percent Rank

1 Not answered 5 41.7 41.7 1

2 Up to 25 % 5 41.7 41.7 2

3 0 % 1 8.3 8.3 3

4 Up to 50 % 1 8.3 8.3 4

Total 12 100.0 100.0

TABLE c.2 : How much percentage of disputes are reduced due to

computerization?

Percentage Frequency Percent Valid Percent Rank

1 Not answered 5 41.7 41.7 1

2 o % 3 25.0 25.0 2

3 Up to 50 % 2 16.7 16.7 3

4 Up to 25 % 1 8.3 8.3 4

5 Up to 100 % 1 8.3 8.3 5

Total 12 100.0 100.0

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D : Analysis tables from district domain experts :

TABLE d.1 : Is it possible to set up computer center at village for providing

services?

Answer Frequency Percent Valid Percent Rank

1 Yes 3 50.0 50.0 1

2 No 3 50.0 50.0 2

Total 6 100.0 100.0

TABLE d.2 : Is it possible to stop manual services from Talathi ?

Answer Frequency Percent Valid Percent Rank

1 Yes 5 83.3 83.3 1

2 No 1 16.7 16.7 2

Total 6 100.0 100.0

TABLE d.3 How much percentage 7/12 issued by computer are correct?

Frequency Percent Valid Percent Rank

1 Up to 75 4 66.7 66.7 1

2 Up to 100 2 33.3 33.3 2

Total 6 100.0 100.0

TABLE d.4 : How much percentage of mutations are done on time in

computerized system ?

Frequency Percent Valid Percent Rank

1 Up to 75 5 83.3 83.3 1

2 Up to 25 1 16.7 16.7 2

Total 6 100.0 100.0

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E : Citizens feedback for Property card computerized system :

TABLE e.1 : District : Number of samples

District Frequency Percent Valid Percent Rank

1 Pune 150 82.4 82.4 1

2 Mumbai 32 17.6 17.6 2

Total 182 100.0 100.0

TABLE e.2 : Taluka : Number of Samples

Taluka Frequency Percent Valid Percent Rank

1 Havali 125 68.7 68.7 1

2 Andheri 32 17.6 17.6 2

3 Pune 16 8.8 8.8 3

4 Pune city 9 4.9 4.9 4

Total 182 100.0 100.0

TABLE e.3 : Waiting time in queue

Minutes Frequency Percent Valid Percent Rank

1 10 67 36.8 40.9 1

2 5 44 24.2 26.8 2

3 15 24 13.2 14.6 3

4 30 13 7.1 7.9 4

5 20 9 4.9 5.5 5

6 60 4 2.2 2.4 6

7 45 3 1.6 1.8 7

8 Total 164 90.1 100.0 8

Missing System 18 9.9

Total 182 100.0

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TABLE e.4 : Have you received Property card ?

Answer Frequency Percent Valid Percent

Rank

1 YES 159 87.4 98.1 1

2 NO 3 1.6 1.9 2

Total 162 89.0 100.0

Missing System 20 11.0

Total 182 100.0

TABLE e.5 : Reason for taking property card -

Reason Frequency Percent Rank

1 For information 32 17.6 1

2 Measurement / Mojani 30 16.5 2

3 Government related work 22 12.1 3

4 Own work 19 10.4 4

5 For construction work 15 8.2 5

6 Land dealing 10 5.5 6

7 Court work 10 5.5 6

8 Other 44

9 Total 167 91.8

Total 182 100.0

TABLE e.6 : Is the received computerized property card correct ?

Answer Frequency Percent

Valid

Percent Rank

1 Yes 123 67.6 96.9 1

2 No 4 2.2 3.1 2

Total 127 69.8 100.0

Missing System 55 30.2

Total 182 100.0

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TABLE e.7 : Which information in computerized property card is wrong ?

Type of information Frequency Percent

Valid

Percent Rank

1 Tenure type /

Dharana prakar 89 48.9 97.8 1

2 Area 2 1.1 2.2 2

Total 91 50.0 100.0

Missing System 91 50.0

Total 182 100.0

TABLE e.8 : Descriptive statistics: Time required to get property card

N Valid 153

Missing 29

Mean 4.8366

Std. Error of Mean .67496

Median 1.0000

Std. Deviation 8.34886

Variance 69.703

Skewness 3.366

Std. Error of Skewness .196

Kurtosis 13.411

Std. Error of Kurtosis .390

Range 54.00

Minimum 1.00

Maximum 55.00

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TABLE e.9 : Occupation of the respondents:

Occupation Frequency Percent

Valid

Percent Rank

1 Service 34 18.7 23.4 1

2 Citizen 33 18.1 22.8 2

3 Business 27 14.8 18.6 3

4 Other 14 7.7 9.7 4

5 Farmer 13 7.1 9.0 5

6 Lawyer 11 6.0 7.6 6

7 Land agent 7 3.8 4.8 7

8 Govt . Servant 4 2.2 2.8 8

9 Doctor 2 1.1 1.4 9

10 Total 145 79.7 100.0

Missing System 37 20.3

Total 182 100.0

TABLE e.10: What are the benefits of computerization of property card

Benefits

Frequ

ency % Rank

1 Time saving , printed property card, correct 135 74.2 1

2 Easy availability of property card to know

your own share 8 4.4 2

3 Updated property card 3 1.6 3

4 Due to checking it takes more time than

earlier 3 1.6 3

5 Nothing much 2 1.1 4

6 Simple ,efficient and correct procedure 2 1.1 4

Total 156 85.7

Missing System 29 14.3

Total 182 100.0

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TABLE e.11 : Do you have complaints about property card computerization

Complaints

Frequ

ency % Rank

1 No complaints 148 81.3 1

2 Services are stopped if no power, generator or

UPS may be provided 11 6.0 2

3 Waiting time should be reduced 8 4.4 3

4 Property card with only current entries may be

provided with less charge similar to 7/12 7 3.8 4

5 staff at distribution window should be increased 1 .5 5

6 Receipt also should be produced through

computer software 1 .5 5

Total 182 100.0

TABLE e.12 : How was the behavior of staff at computer center?

Behavior Frequency Percent Valid Percent Rank

1 Good 110 60.4 84.6 1

2 O K 20 11.0 15.4 2

Total 130 71.4 100.0

Missing System 52 28.6

Total 182 100.0

TABLE e.13 Your suggestions

Suggestions

Frequ

ency %

Ran

k

1 Staff should be increased to give fast service 30 16.5 1

2 Office / center space is not sufficient most of the

time citizens has to stand 11 6.0 2

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3 Updations should be done carefully, corruptions

is increasing 6 3.3 3

4 Application acceptance timings should be

increased 5 2.7 4

5 Computer center and issue of documents

window should be near to each other 5 2.7 4

8 Other 16

Total 73 40.1

Missing

109 59.9

Total 182 100.0

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An Evaluation of Online Examination System for 12th class for Information

Technology subject of SSC board, Maharashtra

1.0 Introduction:

Information Technology subject is now part of the curriculum even for under

graduate courses in Maharahstra. 11th and 12th standards are most formative

years from students‟ point of view. With the increasing scope of Information

Technology, this subject was added to 11th and 12th standards curriculum from

2001. Practical experience and actual use of computers is essential to get basic

knowledge of the subject. Hence, colleges offering Information Technology as

subject are required to set up computer laboratory as per guidelines released

by State Secondary and higher secondary certificate board, Maharahstra state,

( SSC board ).

Only limited numbers of students are permitted to enroll, based on infra-

structure availability in the college.

Mr Deepak Joshi was member of the syllabus committee for Information

Technology subject. He was also in-charge of Information Technology

department of Apte Prashala. He proposed to SSC board authorities of

introducing ICT based Online Examination method to conduct 12th examination

for Information Technology subject. He submitted comprehensive proposal for

developing Online Examination System. Work culture within SSC Board and its

centers is based on manual conduct of examination.Therefore this was

considered to be a novel idea to change the administrative culture to execute

Online Examination method. Online Examination method is introduced since

March 2004 examination.

There are 627 centers with 46,066 students appearing for March 2008 Online

Examination. On and average large centers have 300 machines in a LAN and

small centers have 12 machines in a LAN. Online Examination time table is

spread over one week in two slots per day. Each center is expected to set up

additional (stand by) machines to over come hardware problems. Internet

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connectivity is ensured during examination period. Lot of security measures

such as registration of IP and machine numbers and encryption methods are

used. Web based application is in place to interact with teachers and

administrative staff. Fully automatic methods are introduced for interactions

across centers.

Question bank is developed with lot of features to set up question papers

dynamically. Question bank is enhanced with teachers‟ contribution on regular

basis. Workshops of IT teachers are arranged every year to enhance the

question bank.

Mock / trial examination is conducted before each March examination for

students to get hands on experience of the Online Examination procedure.

ICT hardware set up is ensured to be in place using automatic checking

software package.

Answers are stored at multiple locations ( three ) with time stamp in encrypted

format.

The objectives of the study are,

Compare manual and Online Examination procedures to derive its merits

Find out success factors

To learn effective use of ICT to implement statewide web application

To find out limitations of internet connectivity to implement state wide /

village level web application and measures to overcome the same

To examine use of web application to interact with state wide spread-over of

centers and teachers

1.1 Scope:

Researcher approached Chairman, SSC board for permission to undertake

study of Online Examination system. SSC board approved to undertake this

study during one of their board meeting with a condition to use the data and

information only for the research work and information will not be used for any

publication. Also, it is expected that study report and its findings should be

submitted to SSC board.

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Live database of actual examinations will not be accessed for the research

study. But mock examination data can be used. The study will be confined with

examination procedure rather then actual examination data.

Stakeholders identified are,

12th class students: Students are appearing for Online Examination for

computer science subject for all three science, commerce and Arts

disciplines. Questionnaire is designed for them to provide their opinion.

Questionnaire is web based and is filled by students after their mock / trial

examination during Feb 2008. Questions cover student information, their

operational experience of Online Examination, and comparison with respect

to manual examination.

Teachers: Teachers are expected to conduct the examination at different

centers. They are expected to ensure that hardware / software and ICT

related facilities are in place. Web based questionnaire is designed to get

their experience related to actual conduct of examination, infra-structural

problems faced, software issues, malpractices, comparison with respect to

manual conduct of examination, statistical information and question bank

preparation.

1.2 Methodology:

The study was carried out in two stages as,

1. Exploratory study

2. Detailed study

The purpose of the exploratory study was to get reasonable understanding of

the Online Examination system and identification of stakeholders and their

roles. Study instruments were tested during the exploratory study.

The detailed study was carried out using web based questionnaire as study

instruments.

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2.0 Exploratory Study:

Exploratory study was conducted by visiting SSC board, interviewing

authorities, discussions with software team, demonstrations of software

modules, visiting examination centers during October 2008 as well as March

2008 Online Examination and to referring project documents. Research guide

visited Bharat High School, Junior college center on 29 March 2008 to see

actual conduct of examination and to get first hand experience of the Online

Examination. He congratulated the team and commented that this is one of the

novel projects.

Four discussion meetings with software team were conducted. During these

meetings following information was gathered.

Demonstrations of software modules were given for complete understanding

of the system.

Circulars issued for conduct of Online Examination were studied to

understand procedure adopted to set up excellent web based

communication across examination centers and the central body, SSC

Board office.

Security features were explained.

Web based software driven automatic procedure is operational to manage

and monitor centers and teachers, same was studied.

Meeting with chairman SSC, Board was useful to understand importance

and impact of Online Examination method. Also it was clearly mentioned to

researcher that actual answer or question bank database will not be used

while studying the application. Researcher promised to observe all

confidentiality norms.

2.1 Project objectives:

Information Technology subject was introduced to 11th and 12th from year

2001. Rather than conducting manual paper based examination, ambitious

project of Online Examination using networking was introduced with following

objectives:

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1. The Students learn basics of Information Technology during their 11 and 12th

standards. Best way to transfer practical knowledge is to make use of the

Information Technology during the course itself. In effect students will gain the

excellent experience of Online Examination which will be useful for them to

undertake similar examinations in their later life. (GRE, GMAT etc ) Online

Examination will increase IT awareness among IT teachers and students.

2. Conducting written examination using question / answer papers has lot of

drawbacks as follows which are targeted to nullify using paperless Online

Examination.

Huge Printing requirement of papers and answer sheets printing

Transportation of papers and answer papers

Answer papers movement for assessment

Delays in assessment of answer sheets

Manual errors in question paper setting, assessment and result preparation

Mass copying or individual copy cases

Administrative errors and malpractices in result preparation

3. Numbers of students are increasing for each examination which makes

manual examination system overloaded due to which delays are unavoidable.

The manual work also is becoming unmanageable. Online Examination

procedure will overcome these issues.

4. Information Technology is a subject which has lot of practical component.

But it is observed that colleges are not providing adequate computer facilities in

their labs with required software and hardware facilities. With the use of Online

Examination, centers will have to install required facilities without which they

can not conduct the Online Examination. Online center Certification is planned

well in advance so colleges have to compulsorily set up computer lab facilities.

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5. Use of Question Bank for automatic setting up of question papers has

increased quality of questions. Question bank based paper setting has

following advantages.

Questions are added and checked on regular basis throughout the year,

due to which large number of questions are available for setting question

papers.

All teachers from all colleges are allowed to submit questions hence,

participation of large number of experts in creating quality question bank is

achieved.

Setting multiple question paper sets for one examination is possible.

Automatic paper checking for objective type of questions is incorporated.

Question papers can be set within few seconds.

Difficulty index is used to assign weight-ages to questions.

Norms for question paper can be set and ensured to be followed such as

topic wise, difficulty index wise or type wise number of questions to be

included in the question paper.

6. Adding security features in examination system to drastically reduce all

types of malpractices and reduce court cases.

7. To create faith in Online Examination system with students, teachers and

examiners for best quality examination system, which is unbiased, easy to

conduct, with almost no errors, and transparent system being in place.

8. Automatic database of IT teachers, Students, centers and questions will be

created for further planning and analysis.

9. Creating audit/trial features to store all key board operations performed by

student, storing encrypted answer papers and log-in details help to resolve

complaints and court cases.

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2.2 Observations:

1. Online Examination procedure is in use since March 2004. Without much

of problems it is stabilized over last five years, in spite of acute power

problems, unstable internet connectivity and hardware problems.

2. Online Examination system is in use state-wide in urban as well as in rural

areas.

3. State government administrative staff from SSC board authorities is able

to implement Online Examination system without much of difficulties.

4. Teachers at centers are part of Online Examination. They are able to

conduct the examination and participate in question bank development.

5. US based severs are hired for roll out of web based examination system.

6. Regular follow up with centers staff and hardware monitoring is performed

through out the year.

7. Negligible mal-practices / copying cases are recorded due to strong

security features in the software.

8. Since, project leader, is also an excellent teacher and he has group of

teachers associated with the project, software requirements are defined to

cater for all types of situations.

9. Full independence is provided to project leader for execution of the project.

10. Project students or contract programmers make the development team.

11. Lots of features are added to ensure automatic monitoring.

12. Students are able to appear for Online Examination easily.

13. Every year problems are studied minutely and the system is enhanced for

betterment.

14. Management team during actual conduct of examination is made up of

senior teachers. The working of this team is excellent which is one of the

essential factor for smooth conduct of Online Examination.

3.0 Detailed Study:

Exploratory study was used as basis for designing detailed study.

Questionnaires were used as study instrument. Objectives for each

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questionnaire and its sample size were decided to understand complete

system.

3.1 Web based survey using online questionnaire:

Survey planning was decided with project leader. Mock/ trial examination was

scheduled from 4 Feb 2008 to 20 Feb 2008. During this period, students can

take trial Online Examination from the centers. Web based questionnaire was

added to receive feedback and experience of the student. Web questionnaire

was added in the Online Trial Examination which appeared after question

paper, before submitting the answer sheet. 15,091 students feedbacks are

received.

Similarly, web based questionnaire was added in the web application which is

used to communicate with center staff and teachers. 44 teachers provided the

feedback.

Interviews: Number of discussion meetings were conducted with software

team to understand it‟s features. Few meetings were conducted with chairman

SSC board.

3.2 Software modules:

Online Inspection:

Colleges send the list of teachers. Email-ids are generated for colleges and

teachers automatically based on college data received.

Each and every college computer lab is inspected for all computers in their

labs by collecting following information automatically using network and this

software module. Colleges submit web form for inspection of their lab. College

lab inspection is scheduled using software. Inspection data is collected and

validation is performed. Corrective actions are expected from colleges to

remove all problems in the data or hardware setup. After compliance inspection

certificate is issued.

Details of the Hardware specification

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Processor installed in the computer

Memory of the computer

Network Card installed in the computer

Software Applications installed in the computer

Operating system of the computer with version

Network information

Information about ISP

MACID, IP address and processor numbers are collected and stored for

security checks.

Question Bank Creation and Maintenance:

Colleges are provided module to create questions for question bank. Using this

question bank module, it is expected that, teachers of Information Technology

add questions on regular basis. Along with each question, teacher also defines

its difficulty index, faculty, type of the question, category of the question

(knowledge, understanding, application etc). Question types are True/ false, Fill

in the gaps, Multiple choice question with one answer correct ( MCQ1 ),

Multiple choice question with two answers correct ( MCQ2 ), Multiple choice

question with three answers correct ( MCQ3), rearrange, match the pairs etc

Questions submitted by college teachers are moderated at state level by board

of studies. Similar questions in different types are identified to add repeat tag to

ensure only one question appears during question paper generation. Questions

are added with additional tags to identify which question appeared for a

particular examination. Difficult index is re-calculated after each examination.

Difficulty index has values 1 to 5.

Enrollment of Students: Seat number generation:

This module is used for enrolling the student. Data entry of student enrollment

is performed and validated at Centers. Validated data file is uploaded to central

server for further seat number allocation. College staff downloads the same and

enrolls the students. It has number of validation checks to ensure that correct

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database of students is created. Using this data at state level seat numbers are

generated automatically. Seat number list is sent using e-mail to various

colleges. College staff is expected to check and send corrections if any. After

repeating the process seat number list is finalized which is used to schedule

examination batches.

Students are assigned the same numbers which EDP section has assigned for

conduct of other subjects examination.

Time table generation:

Each college wise time table is prepared based on predefined rules to prepare

batches of the examination depending upon number of students and certified

machines in the college lab. Facility is also provided to reschedule the timetable

if requested by teacher.

Three servers are hired for actual conduct of the examination. It is estimated as

2500 ( per server ) maximum students can take examination in a batch for

proper response time. This limitation is ensured to be observed while preparing

the time-table.

Question paper generator:

For first 20 hits from students, new question paper is generated as per rules

defined. These 20 question papers are then randomly assigned to further

students. While assigning question paper to student it is also checked that

same question paper is not repeated in a college.

Question paper skeleton is defined using which question papers are generated.

Faculty, type wise number of questions to be selected, difficulty index wise

questions to be selected, percentage of questions which can be repeated,

number questions for per category forms the skeleton for question paper

generation process.

Invigilator module:

This module is used for assigning invigilators for group of colleges. They are

assigned passwords. During the Online Examination invigilators perform

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authentication for each student using password to initiate his examination.

Generally teachers from different center are assigned as invigilator‟s role.

Software is distributed through all invigilators. They also conduct training for

college teachers who conduct the examinations.

Online Examination module:

Software module to conduct the examination is developed as client module and

distributed to all colleges / centre which is to be used during the examination.

Module functionalities

Login as centre in-charge:

Invigilator or external examiner is appointed from other college who initially

logs-in with his password and then only center teacher/examiner can log-in.

This two level password security is used to start examination process for the

centre. Only the machines which were certified earlier can be used, IP address

and MAC Id‟s are checked for authentication.

Download question paper:

Question paper sets can be downloaded one hour before the examination but it

can be opened only after time for examination which is controlled from server

side trigger.

Give examination:

Only those students who have registered from that centre can appear for

examination as per schedule. Student can use only required keys from the

keyboard. All other keys are disabled during the examination period. Students

can answer any question and can change any answers any number of times

during examination. Questions are objective and descriptive types. Objective

questions are of the type multiple choice, fill in the gaps, match the pairs and

true or false. Each question paper also has some descriptive questions. One of

them is for program writing. Students are expected to type the answers.

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Excellent user interface is made available to students to make them

comfortable with Online Examination. Colour of the button changes after

submitting the answers, students get menu with all question numbers on the

screen for easy navigation. Submit button can be ( should be ) pressed any

number of times to transfer answers to servers. While accessing the answer

papers, only latest answers based on time and date are considered. Hence,

students can change the answers any number of times and can submit

answers any number of times.

Sending answer sheets:

Student wise answers sheets are sent to server and stored in the database.

Answers are also stored on the client machine and server at center in

encrypted format as additional copies. These copies are used in case of loss of

data or for audit/trail investigations. Date, time and center code is stored along

with answers.

Trapping features:

if student tries to do any thing from the following he is given warning two times

that he is performing wrong operation and if tries again he will be disconnected

and his case will be treated as copy case. In this case forceful submission of

answer sheet with remarks is made.

Using control C or copy option

Trying to use any other software from the computer

Using copy / paste options from any software

Mouse movement out of Online Examination

Result generation:

Objective questions answers are checked automatically using model answers

in question bank. Examiners are scheduled for assessing descriptive questions

at one central place. Examiners have to check the answers only using software

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by logging to server. Examiners can read only answers but can not update. He

can only give marks to descriptive questions.

Answer sheets are received in encrypted format and file is decrypted while

assessing the answer sheets.

MOCK examination:

Trial examination is conducted with limited questions of 30 for making students

aware of Online Examination procedure which will make them comfortable with

ICT based Online Examination. After completion of MOCK examination, results

are displayed.

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3.3 Analysis of Student Responses:

Questionnaire was incorporated in web enabled Online Examination module

used during Mock / trial examination. Mock examination was open for

students from 4 Feb 2008 to 20 Feb 2008. 15,091 students gave their

feedback. All questions are not answered by the students but answers

received for a question is considered while tabulation and deriving

percentages for that question/attribute.

Feedback was provided by 15,091 students.

Total 13,309 (88.19%) students provided their gender 5798 ( 43.56% )

female and 7511 (56.43 %) male students answered this question.

Category information was provided by 11,241(74.48%) students out of

which 7270(64.67%) Gen, 2816(25.05%) OBC, 947(24.59%) SC, 208

(5.40%) ST students have answered.

Percentage of 10th class is provided by 11,062 (73.03%) students. Their

range is from 35 to 99 %. Majority are from 70 to 85% range.

9137 (88.75%) students were satisfied for operating of Online Examination

and 1158 (11.24 %) were not satisfied for online operations out of

10,295(68.21%) students who answered this question.

Students were asked for comparing Online Examination and written

examination with respect to ease of operations, coping chances,

examination procedure and atmosphere during the examination. Rating was

requested in five categories as BEST, GOOD, OK, DIFFICUTIES and

WORST.

Rating of BEST option for Ease of Operations is increased by 29.25% for

Online Examination as compared with written examination. Rating for all

other four options is reduced from 3.4 to 15.49 percentages indicating

increased choice for Online Examination with respect to Ease of Operations.

Rating of BEST option for Rate of Reduction of Copy is increased by

24.32% for Online Examination as compared with written examination.

Rating for all other four options is reduced from 4.22 to 14.32 percentages

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indicating increased choice for Online Examination with respect to Rate of

Reduction of Copy cases.

Rating of BEST option for Examination Procedure is increased by 31.88%

for Online Examination as compared with written examination. Rating for all

other four options is reduced from 3.47 to 15.09 percentages indicating

increased choice for Online Examination with respect to Examination

Procedure.

Rating of BEST option for Atmosphere during Examination is increased by

27.60% for Online Examination as compared with written examination.

Rating for all other four options is reduced from 3.4 to 11.72 percentages

indicating increased choice for online examination with respect to

Atmosphere during Examination.

7317 (78.16%) students did not face any problems while giving Mock Online

Examination where as 2044 (21.83 %) students faced some problems out of

9,361 who answered this question. But nobody pointed out what type of

problems out of Software problem, Power problem, machine problem,

network connectivity problem, key board or any other.

In order to know, how much operations are understood by students for

effective usage of online examination following questions were asked.

How many times you can change an answer of a question during online

examination?

Facility is provided to change answer any number of times even after

submitting. Latest answer is considered while evaluation.

4,722 students answered this question. 1,192 ((25.24 %) gave correct

answer i.e. unlimited times answer can be changed. 3,530 (74.75%)

students gave wrong answers such as only once, Zero times etc. This

indicates that students are required to explain how to operate and what are

facilities are provided in Online Examination.

During Online Examination students can solve any question in any order.

5,757 (74.98%) gave wrong answer that questions have to be solved

serially. 1,921(25.09 %) gave correct answer that questions can be solved

300

in any order. 7,678 (50.87 %) students answered this question. During the

mock trials or practical sessions it is required to explain features available in

the Online Examination for students to use them while actual examination.

Many keys can not be used during Online Examination. Such as COPY/

Paste, function keys etc. 12,509 students have not answered this question

and those answered majority of them gave wrong answers. Hence, it is

required to give training to students for operations of Online Examination.

Online Examination is preferred by 7925 (91.51%) students with variety of

interesting reasons. 735 (8.48%) students have preferred hand written

examination with different reasons main reason is that students are used to

hand written examination. Percentages are derived with respect to number

of answered count. This indicates students are in fever of Online

Examination procedure.

3.4 Analysis of Teachers responses:

In all 44 teachers responses were received. 28 male ( 63% ) and 13 female

( 29.5% ) responses are received.

Teachers age group is between 30 -39 with maximum at 30,31 and 32 age.

Teachers‟ educational background is form computer science. MCM (Master

of Computer Management ), M. Sc (comp), MCA, And B Sc, B Ed etc. are

main qualifications.

Experience range is from 1 year to 12 years, majority of teachers have three

year experience. (22.7%)

Teachers gave their comparison for Written and Online Examination for

following parameters. Rating was asked for BEST, GOOD, OK,

DIFFICLUTIES, and WORST.

Each parameter is tabulated with details as counts, percentages, difference

in percentages, CHI-SQUARE test and frequency graph.

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Ease of managing the examination:

Percentage has increased by 27.2% for BEST option of Online. Also for

GOOD option percentage increase is 9.09% for Online Examination

method. There is decrease for OK and difficulties options for Online. This

indicates that teachers are able to manage much better Online Examination

as compared with written examination. CHI-SQURE test also indicates that

there is significant difference between both the methods. Teachers‟

comments indicates that they find much easier and better way to manage in

case of Online Examination.

Controlling the copy cases:

Percentage has increased by 29.54% for BEST option of Online. Also for

GOOD option percentage increase is 13.63% for Online Examination

method. There is decrease for OK and difficulties options for Online. For

WORST option there is increase by 2.2%. This indicates that teachers are

able to manage much better regarding controlling of copy cases for Online

Examination as compared with Written Examination. CHI-SQURE test also

indicates that there is significant difference between both the methods.

Solving problems during examination:

Percentage has increased by 20.45% for BEST option of Online. Also for

GOOD option percentage increase is 11.36% for Online Examination

method. There is decrease for OK, difficulties and WORST options for

Online. This indicates that teachers are able to solve problems during the

examinations much better for Online Examination as compared with Written

Examination. CHI-SQURE test also indicates that there is significant

difference between both the methods.

Accessing of answer papers:

Percentage has increased by 22.72% for BEST option of Online. Also for

GOOD option percentage increase is 2.27% for Online Examination

method. There is decrease for OK, and difficulties options for Online. 2.27%

increase is there for WORST option. This indicates that teachers are able to

access online answer sheets for descriptive answers much better for Online

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Examination as compared with Written Examination. CHI-SQURE test also

indicates that there is significant difference between both the methods.

Student handling:

Percentage has increased by 31.81% for BEST option of Online. Also for

GOOD option percentage increase is 15.9% for Online Examination

method. There is decrease for OK, difficulties and WORST options for

Online. This indicates that teachers are able to handle students much better

for Online Examination as compared with Written Examination. CHI-SQURE

test also indicates that there is significant difference between both the

methods.

Mental Tension / fear of problems:

Mental tension / fear of problems is 13.63% more in case of written

examination for BEST option and 6.8% for GOOD option. Mental tension is

WORST by 13.63% in case of Online Examination. This indicates that

mental tensions to conduct examination by either way exist with same

pattern. Also it indicates that with introduction of Online Examination mental

tension has not reduced.

Teacher‟s Method of interaction with SSC board and divisional coordinators

is using Yahoo messenger.

Except one out of 44 ( 97.72% ) opted their preference for conduct of

examination method as Online.

Computer down problem is noticed for 36.36% times and is solved by

rebooting the machine or by assigning spare computer to student. Few

cases require rescheduling of the student in other batch.

Power problem is faced by 34.09% times and is solved using UPS or

generator.

Network connectivity problem was faced 18.18% times. The problem is

solved by hiring network services from more than one ISP. Rarely it is

required to reschedule the student.

303

Application software problems are faced 18.18% times. Problems are

solved after consulting divisional or state coordinators or by re-booting the

machine.

Rescheduling of the students is required due to power, machine or network

problem.

Major suggestions are,

Online is good method of examination should certainly be continued.

Fill-in the blank answers should be checked manually. ( to over come

spelling problems) .

Use online method for more and more subjects.

Questions in question bank are difficult for 12th std also are some times out

of syllabus.

Number of Descriptive questions may be increased.

More improvement is expected in its conduct & it is expected that, in future

the evaluation process gets more transparent.

More ( mock ) practice examinations at least two – three should be arranged

for students.

Very nice method of conducting the examination, but technical problems

related to computer, networking and power should be solved.

3.5 Security Features:

Invigilators and teachers are assigned passwords. For initiating the Online

Examination session both have to put the password, then only session starts.

None of them can start the Online Examination session alone.

Centers and their batches are automatically scheduled with student numbers,

ensuring access control to students only during their batch and time.

Center in charge who is IT teacher from the same college is assigned

password to start the batch. Invigilator from other college is assigned to start

each student session. This multiple level passwords ensure conduct of

batches as per schedule.

304

IP address and machine ids are checked while conduct of examination to

ensure only certified machines are used for conduct of examination. Centers

are not permitted to use any machine which was not certified by automatic

procedure during actual examination.

Answers are stored using encrypted format at multiple locations as client on

which student is appearing, server of the center and central server. This

ensures 100 % availability of answers sheets.

Date, time and system identification are stored with all records to trace any

malpractices.

Which central server is used is known to only few senior staff to ensure server

level access. For every examination server IP address is different. Central

server space is hired only from ISP who ensures highest security level.

Physical access to central server is not possible since US based servers are

hired.

Students can not use function keys or any other copy functions or programs

during Online Examination. This is controlled using access to keys.

Minimize option of windows, resize option and quit options at operating

system level can not be used.

Question bank is used to set multiple sets of question papers. This eliminates

mass copy or even individual copy cases. This feature is most useful in case

of objective type examinations.

Answer sheets are accessed automatically using model answers. Only

descriptive answers can be seen by teachers.

Modify access is not provided to any one for answers sheets. Only read

access with valid password is provided.

Question paper is not repeated across batches in a center. But they can

repeat across the centers.

3.6 Manual steps in conduct of Online Examination:

Physical verification of few centers is done randomly to get first hand

experience of actual conduct of examination.

305

Regular IT teachers‟ workshops are conducted to enhance question banks.

Invigilators are appointed from different center.

Online Examinations can be given only from centers and not over the web.

Hall tickets with photos are issued to students which are checked during the

examination.

Re-scheduling of the students is done with lot of care. Only genuine cases

are rescheduled. Serious power problems, hardware or network issues

require rescheduling. But this is required to be done for 147 cases (0.3%)

during March 2008.

Assessment of descriptive questions is managed by arranging central

assessment. Teachers are provided with computer lab facilities. This helps in

controlling assess to answer sheets.

Software is distributed manually for every examination. Earlier version can not

be used to conduct of the examination.

Teachers / center in charges are directed using written circulars.

4.0 Overall analysis of study:

4.1 Success Factors:

Online Examination software quality and its features are excellent. Use of

question bank is generally difficult to set question papers. But due to

regular updates of question bank this was possible.

Project Leader had extra ordinary capacity to handle such a sensitive

project.

Teachers‟ association with the project made the project implementable.

Use of fast (satisfying response time requirements) servers and web

services are hired from US based service providers, which has made it

possible to ensure timely accessibility of Online Examination related

information. Online Examination timings are from 11.00 am to 2.00pm and

3.00pm to 6pm which are night timings in US, this time lag between the

countries provide additional advantage to receive good response time.

306

Dedicated servers are allocated by ISP for this project. Also, different

servers are allocated for every examination only during the examination

period.

This allows physical access control.

Monitoring software modules are used to monitor actual usage of software

during examination.

Majority of Online Examination related activities are monitored / managed

using web based application.

Monitoring of hardware facilities and internet connectivity is undertaken

using automatic web based software to check machine-id and IP address.

Monitoring of ICT facilities is undertaken periodically through out the year.

All examination centers are instructed to install 10 – 20 % spare machines

and subscribe for more than one ISP as stand by arrangements.

Online Examination procedures are fully automated using web based

software, but its implementation is ensured issuing timely manual circulars

or guidelines.

Network connectivity requirements are minimized to conduct Online

Examination thereby, reducing connectivity bottlenecks. Question papers

can be downloaded once and answer sheets are required to be submitted

only at the end.

Maximum data security features are added for fair conduct of Online

Examination.

4.2 Replication of Online Examination for any other examination:

Software package is developed specific to SSC board and for 12th class IT

subject. It will be required to modify it to make as a general purpose

package which can be used for any other subject or by any other institution.

Question bank creation and maintenance is major task and it is pre-requisite

to use Online Examination software.

307

Package can be modified to accept question paper from word file rather

than automatic generated from question bank, so that it can be used even

without question bank in place.

Software support and documentations are essential for replication.

5.0 Recommendations:

Technical:

Documentation for the system is not sufficient. It is required to prepare

documentation as per standards. (ISO or IEEE) for User manual, operational

manual, and system manual. SRS document should be prepared and

maintained up-to-date for each examination.

Majority of software development team is hired on contract or project students

are engaged, hence it is essential to ensure up-to-date documentation. One

or two permanent staff is essential to be associated with the project.

This application has lot of potential to be used by any other organization or for

any other subject. It is essential to enhance the Online Examination

application as product for its spread across educational institutions in our

country.

Software must be tested by STQC (STQC - Standardization Testing and

Quality Certification, Government of India), for certification as per testing

standards. This will ensure appropriate documentation and testing of all

features.

Software bugs faced and actions taken to overcome during conduct of Online

Examination since 2004 should be documented for improvement of the

package.

Automatic answer checking may create miss-matches in spellings, hence as

far as possible only number checking or tick mark method should be used

while providing alternate answers. If spellings in answers are to be checked,

then only alphabets should be checked. Alternate similar words database

should be created for accurate checking.

308

Biometric devices can be used for authentication.

Since it is completely paperless examination, it is essential to ensure correct

use of software files. Any miss-matches, errors in transfer of data may create

wrong assessment. Software stores answers data at three places using

encryption. Automatic software ( similar to center machine checking) is

essential for answer-file comparisons for three copies of answer files before

assessment of answers.

Management:

Project is highly dependent on project leader. It is essential to develop second

level. Software acceptance procedures should be followed. There should be

separate team for implementation of software and development/ maintenance

of software.

Question papers are generated automatically due to which almost each batch

or center or even student may receive different question paper. Hence, it is

essential to moderate question bank before each examination for setting up

difficulty index. Also, using answers database difficulty index should be

automatically adjusted. Paperless Online Examination is based on accuracy

and size of question bank. Still more continuous efforts are required to

maintain question bank quality.

Students should be trained for all features of Online Examination, during their

classes. Mock / trials can be scheduled more number of times. Mock trial

question paper can include questions related to Online Examination

procedure. Online Examination procedure should be made simpler in case of

usage of SUBMIT button to reduce answer storing problems.

Since, complete procedures are fully automated, there should not be even a

single case for verification or re-assessment. If SSC board receives

application for verification or receives any complaints, it is most likely that

software has still some bugs or data transfer procedures are not properly

executed.

309

Online Examination method can be used by colleges to conduct 11th standard

examination for Information Technology subject or may be for any other

subject of 11th. For this, software should provide facility to create and use

college wise and subject wise question bank which can be used by their

college only. This will make students and teachers experienced with Online

Examination procedures.

Administrative:

MOU between software team and SSC board is essential to be signed for

defining clear cut roles and responsibilities.

The application software was developed in the year 2004. SRS was

discussed and finalized orally based on which software application is in use.

SRS document is not available. SSC board authorities are transferred during

last four years. Hence, Board authorities currently in position are not well

aware of Online Examination system. All their responsibilities are also

shouldered by project leader. It is essential to define separate roles.

It is noticed that there is vast communication gap between software team and

SSC board authorities. Hence, following procedure may be adopted before

each examination.

1. Rules used / SRS document should be mutually accepted and signed.

This document is base for resolving any complaints.

2. MOU should be prepared and signed for each examination defining

services to be provided by software team and roles of both.

3. Actual conduct of examination should be executed by SSC board

authorities.

4. Mock / trial examination should be used to test software for all features

up to result preparation. It should be possible to detect software

problems during mock trials.

5. Senior level committee of SSC board authorities should be set up who

should be associated with Online Examination. They should monitor the

310

process of Online Examination and also should visit few colleges during

examination.

6. Each college / center should verify students‟ results randomly for their

center. They should check all exceptional cases.

7. After each examination analysis of complaints and verification cases

should be tackled seriously to rectify problems, if any, by the SSC board

authorities.

8. Automatic Project Measuring Parameters (PMPS) should be defined to

ensure maximum correctness in paperless examination. Some of them

could be ,

Number and list of cases for verification and number of cases in

which marks were changed

Number and list of students failed only in Information Technology

Subject and pass in all other subjects

Number and list of students, center wise, for whom batch was

rescheduled

Number and list of students with subject wise marks for whom

difference in marks between IT subject and any other subject is more

than 30 marks

Some answer sheets ( 1 % randomly ) should be checked manually

to realize problems in automatic paper assessment

All question papers generated should be analyzed for tuning

parameters for question paper generator by board of studies

Number of questions in the question bank ( type wise and difficulty

index wise ) added recently and available earlier

Number of questions selected which were new and number of

questions carried forward from earlier examinations ( type wise and

difficulty index wise )

Web form should be designed to collect batch wise experience of

teachers giving batch wise problems faced. Those should be

analyzed automatically.

311

Tables : Online Examination for 12th class students of Information Technology subject, SSC baord Tables for Students’ Responses: TABLE A.1: Gender wise frequencies

Freque

ncy Percent

Valid

Percent Rank

1 Male 7511 49.8 49.8 1

2 Female 5798 38.4 38.4 2

3 Not answered 1782 11.8 11.8 3

Total 15091 100.0 100.0

TABLE A.2: Category wise frequencies

Frequency Percent

Valid

Percent Rank

1 Gen 7270 48.2 48.2 1

2 Not answered 3850 25.5 25.5 2

3 OBC 2816 18.7 18.7 3

4 SC 947 6.3 6.3 4

5 ST 208 1.4 1.4 5

Total 15091 100.0 100.0

TABLE A.3 : Performance frequencies

Frequency Percent Valid Percent Rank

1 Yes 9137 60.5 60.5 1

2 Not answered 4796 31.8 31.8 2

3 No 1158 7.7 7.7 3

Total 15091 100.0 100.0

312

TABLE A.4 : Problem_ yes/ no frequencies \while appearing for online examination

Frequency Percent

Valid

Percent Rank

1 No 7317 48.5 48.5 1

2 Not answered 5730 38.0 38.0 2

3 Yes 2044 13.5 13.5 3

Total 15091 100.0 100.0

TABLE A.5: Frequencies for how many times one can answer the same question ?

Freque

ncy Percent

Valid

Percent Rank

1 Not answered 10369 68.7 68.7 1

2 ONLY ONCE 1192 7.9 7.9 2

3 TWO 1183 7.8 7.8 3

4 UNLIMITED TIMES 647 4.3 4.3 4

5 ZERO 615 4.1 4.1 5

6 ZERO TIMES 407 2.7 2.7 6

7 INTINITE 229 1.5 1.5 7

8 ANY TIME 132 .9 .9 8

9 INFINITE 94 .6 .6 9

10 AS YOU WISH 68 .5 .5 10

11 TWO TIMES 67 .4 .4 11

12 2-3 TIMES 25 .2 .2 12

13 I DONT KNOW 23 .2 .2 13

14 YES 14 .1 .1 14

15 FEW TIME 11 .1 .1 15

16 TILL SATISFACTION 8 .1 .1 16

313

17 THREE TIMES 4 .0 .0 17

Total 15091 100.0 100.0

TABLE A.6 : Frequencies for is it required to answer Serially ?

Freque

ncy Percent

Valid

Percent Rank

1 Not answered 7413 49.1 49.1 1

2 Yes 5757 38.1 38.1 2

3 No 1921 12.7 12.7 3

Total 15091 100.0 100.0

TABLE A.7 : Frequencies for preference for online or written examination option with reasons

Reasons Frequency Percent

1 Not answered 1498 9.9

2 Reason : ( not answered ) 4933 32.7

3 Hand Written Reason : 62 3.9

4 Hand Written Reason : WE ARE USED TO 52 .3

5 Hand Written Reason :EASY TO COPY 8 .1

6 Hand Written Reason :EASY TO WRITE 13 .1

7 Hand Written Reason :IT IS EASY 37 .2

8 Hand Written Reason :WE CAN WRITE FAST 5 .0

TOTAL FOR HAND WRITTEN OPTION 735

38 Online Reason : 5464 36.2

1 Online Reason :BECAUSE IT IS A SIMPLE

METHOD 36 .1

2 Online Reason :BECAUSE IT IS FAST 33 .1

3 Online Reason :BECAUSE OPTIONS ARE

AVAILABLE 10 .1

314

4 Online Reason :BEST 76 .5

5 Online Reason :CONVINIENT 12 .1

6 Online Reason :EASE OF OPERATION 46 .3

7 Online Reason :EASY 860 3.7

8 Online Reason :EASY NO HAND PAIN 25 .2

9 Online Reason :EASY AND SAVES TIME 42 .3

10 Online Reason :EASY TO OPERATE 99 .7

11 Online Reason :TENSION FREE 17 .0

12 Online Reason :EXCELLENT 36 .1

13 Online Reason :FAST 12 .1

14 Online Reason :FAST AND EASY 59 .4

15 Online Reason :GOOD 162 1.1

16 Online Reason :NO HAND WRITTING 218 .0

17 Online Reason :INTRESTING, I like It 79 .4

18 Online Reason :IT IMMEDIATELY GIVE SCORE 20 .0

19 Online Reason :IT IS BETTER 20 .1

20 Online Reason :IT IS COMFORTABLE 32 .1

21 Online Reason :IT IS FASTER 33 .2

22 Online Reason :IT IS THE WHOLE NEW

EXPERIENCE 1 .0

23 Online Reason :IT REDUCES ERRORS. 2 .0

24 Online Reason :NEW TECHNOLOGY 8 .1

25 Online Reason :SIMPLE 8 .1

26 Online Reason :TIME SAVING 515 3.0

TOTAL FOR ONLINE OPTION w.r.t

answered 7925 91.51

TOTAL FOR HAND WRITTEN OPTION w.r.t

answered 735 8.48

TOTAL ANSWERED w.r.t total 8660 57.38

TOTAL NOT ANSWERED w.r.t total 6431 42.61

Total 15091 100.0

315

TABLE A.8 : Comparison of written and Online Examination:

Ease of Operations

PERCENTRAGES

Sr No Option Written Online Written Online Differnce

1 BEST 1485 3576 22.374567 51.6315 29.25697

2 GOOD 2405 2182 36.236251 31.5045 -4.73178

3 OK 1596 592 24.047009 8.5475 -15.4995

4 DIFFICULTIES 445 223 6.7048365 3.21975 -3.48508

5 WREST 706 353 10.637336 5.09674 -5.5406

TOTAL Answered 6637 6926 100 100 0

6 NOT ANSWERED 8454 8165

TOTAL 15091 15091

CHI SQUARE TEST : Ease of Operations

Option Written Online Total

BEST 1485 3576 5061

GOOD 2405 2182 4587

OK 1596 592 2188

DIFFICULTIES 445 223 668

WREST 706 353 1059

TOTAL Answered 6637 6926 13563

1 2 3 4

O E O-E (O-E)*(O-E) 4/2

1485 2477 -992 983231.26 397.0

2405 2245 160 25718.482 11.5

1596 1071 525 275951.56 257.7

445 327 118 13951.593 42.7

706 518 188 35262.294 68.0

3576 2584 992 983231.26 380.4

2182 2342 -160 25718.482 11.0

592 1117 -525 275951.56 247.0

223 341 -118 13951.593 40.9

353 541 -188 35262.294 65.2

316

1521.4

SIGNIFICANT DIFFERENCE : Between online and written examination

HY REJECTED AS CALCULATED VALUE IS MUCH HIGHER THAN

THE TABLE VALUE

Reduction in copy cases

PERCENTAGES

Sr No Option Written Online Written Online Differnce

1 BEST 1158 2821 18.593449 42.918 24.32455

2 GOOD 1848 1955 29.672447 29.7429 0.070441

3 OK 1631 780 26.188182 11.8667 -14.3215

4 DIFFICULTIES 629 386 10.09955 5.87251 -4.22704

5 WREST 962 631 15.446371 9.59988 -5.84649

TOTAL Answered 6228 6573 100 100 0

6 NOT ANSWERED 8863 8518

TOTAL 15091 15091

CHI SQUARE TEST : Reduction in copy cases

Option Written Online Total

BEST 1158 2821 3979

GOOD 1848 1955 3803

OK 1631 780 2411

DIFFICULTIES 629 386 1015

WREST 962 631 1593

TOTAL Answered 6228 6573 12801

1 2 3 4

O E O-E (O-E)*(O-E) 4/2

1158 1936 -778 605098.77 312.6

1848 1850 -2 5.0743713 0.0

1631 1173 458 209754.34 178.8

629 494 135 18272.995 37.0

962 775 187 34956.467 45.1

2821 2043 778 605098.77 296.2

1955 1953 2 5.0743713 0.0

780 1238 -458 209754.34 169.4

386 521 -135 18272.995 35.1

631 818 -187 34956.467 42.7

1116.9

SIGNIFICANT DIFFERENCE : Between online and written examination

317

HY REJECTED AS CALCULATED VALUE IS MUCH HIGHER THAN

THE TABLE VALUE

Tables for Teachers’ responses: Table B.1 : Frequency table for gender

Gender Frequency Percent Valid Percent Rank

1 Male 28 63.6 63.6 1 2 Female 13 29.5 29.5 2 3 Not ans 3 6.8 6.8 3 Total 44 100.0 100.0

TABLE B.2 : Frequency table for age of teachers

AGE Frequency Percent Valid Percent Rank

1 8 18.2 18.2 1 2 30 6 13.6 13.6 2

3 31 5 11.4 11.4 3 4 32 5 11.4 11.4 3 5 29 4 9.1 9.1 4 6 27 3 6.8 6.8 5 7 35 3 6.8 6.8 5 8 26 2 4.5 4.5 6 9 28 2 4.5 4.5 6 10 34 3 4.5 4.5 6 11 23 1 2.3 2.3 7 12 25 1 2.3 2.3 7

14 39 1 2.3 2.3 7 Total 44 100.0 100.0

TABLE B.3 : Frequency table for number of years experience

Frequency Percent Valid

Percent RANK

1 3 10 22.7 22.7 1 2 6 9 20.5 20.5 2 3 4 7 15.9 15.9 3 4 2 4 9.1 9.1 4 5 5 4 9.1 9.1 4 6 8 4 9.1 9.1 4

318

8 1 2 4.5 4.5 6 9 12 1 2.3 2.3 7 Total 44 100.0 100.0

TABLE B.4 EASE OF MANAGING THE EXAMINATION

C O U N T S P E R C E N T A G E S

No Written Online Written Online Difference

Missing 9 5 20.4545 11.3636

1 BEST 4 16 9.09091 36.3636 27.2727273

2 GOOD 13 17 29.5455 38.6364 9.09090909

3 O K 10 4 22.7273 9.09091 -13.636364

4 DIFFICULTIES 7 2 15.9091 4.54545 -11.363636

5 WORST 1 0 2.27273 0

Total 44 44

CHI SQUARE TEST : Ease of Managing the examination

Option Written Online Total

1 BEST 4 16 20

2 GOOD 13 17 30

3 OK 10 4 14

4 DIFFICULTIES 7 2 9

5 WORST 1 0 1

TOTAL Ans 35 39 74

1 2 3 4

O E O-E (O-E)*(O-E)

4/2

4 9 -5 29.8057 3.2

13 14 -1 1.41417 0.1

10 7 3 11.4134 1.7

7 4 3 7.52538 1.8

1 0 1 0.27776 0.6

16 11 5 29.8057 2.8

17 16 1 1.41417 0.1

4 7 -3 11.4134 1.5

2 5 -3 7.52538 1.6

0 1 -1 0.27776 0.5

13.9

319

HY REJECTED AS CALCULATED VALUE IS HIGHER THAN

THE TABLE VALUE at 0.05 ( 9.488)

Chart for Ease of managing the

examination

0

5

10

15

20

25

30

35

40

45

1 2 3 4 5

Rating ( BEST ... WORST)

Pe

rce

nta

ge

s

Written

Online

320

TABLE B.5 CONTOLLING THE COPY CASES

C O U N T S P E R C E N T A G E S

Sr no Written Online Written Online Difference

Missing 10 5 22.7273 11.3636

1 BEST 1 14 2.27273 31.8182 29.5454545

2 GOOD 12 18 27.2727 40.9091 13.6363636

3 O K 11 4 25 9.09091 -15.909091

4 DIFFICULTIES 8 0 18.1818 0 -18.181818

5 WORST 2 3 4.54545 6.81818 2.27272727

Total 44 44

CHI SQUARE TEST : For controlling the copy cases

Option Written Online Total

1 BEST 1 14 15

2 GOOD 12 18 30

3 OK 11 4 15

4 DIFFICULTIES 8 0 8

5 WORST 2 3 5

TOTAL Ans 34 39 73

1 2 3 4

O E O-E (O-E)*(O-E)

4/2

1 7 -6 35.8358 5.1

12 14 -2 3.89116 0.3

11 7 4 16.1098 2.3

8 4 4 18.2668 4.9

2 2 0 0.10809 0.0

14 8 6 35.8358 4.5

18 16 2 3.89116 0.2

4 8 -4 16.1098 2.0

0 4 -4 18.2668 4.3

3 3 0 0.10809 0.0

23.7

THE TABLE VALUE at 0.5 ( 9.488)

321

Percentage chart for Controlling the

copy cases

0

5

10

15

20

25

30

35

40

45

1 2 3 4 5

Rating ( BEST.. WORST)

Pe

rce

nta

ge

s

Written

Online

322

TABLE B.6 MENTAL TENSION / FEAR OF PROBLEMS

P E R C E N T A G E S

Sr no Written Online Written Online Difference

Missing 2 5 4.54545 11.3636

1 BEST 8 2 18.1818 4.54545 -13.636364

2 GOOD 9 6 20.4545 13.6364 -6.8181818

3 O K 20 21 45.4545 47.7273 2.27272727

4 DIFFICULTIES 5 4 11.3636 9.09091 -2.2727273

5 WORST 0 6 0 13.6364 13.6363636

Total 44 44

CHI SQUARE TEST : Mental tension / fear of problems

Option Written Online Total

1 BEST 8 2 10

2 GOOD 9 6 15

3 OK 20 21 41

4 DIFFICULTIES 5 4 9

5 WORST 0 6 6

TOTAL Ans 42 39 81

1 2 3 4

O E O-E (O-E)*(O-E)

4/2

8 5 3 7.92318 1.5

9 8 1 1.49383 0.2

20 21 -1 1.58573 0.1

5 5 0 0.11111 0.0

0 3 -3 9.67901 3.1

2 5 -3 7.92318 1.6

6 7 -1 1.49383 0.2

21 20 1 1.58573 0.1

4 4 0 0.11111 0.0

6 3 3 9.67901 3.4

10.2

HY REJECTED AS CALCULATED VALUE IS HIGHER THAN

THE TABLE VALUE at 0.5 ( 9.488)

323

Percentage chart for mental tension /

fear of problems

0

10

20

30

40

50

60

1 2 3 4 5

Rating ( BEST ... WORST)

Pe

rce

nta

ge

s

Written

Online

324

TABLE B.6 Remarks : Ease of managing the examination

Remarks Frequency Percent Rank

1 No comments 21 47.7 1 2 GOOD 6 13.6 2 3 It is easy to manage online exam.

6 13.6 3

4 cool 3 4.5 3 5 better 2 4.5 3

6 ok 2 4.5 3

8 excellent 1 2.3 4 10 no paper work,give suppliments during

exam , do paper collection, senior superwisors etc is avoided

1 2.3 4

11 simple 1 2.3 Total 44 100.0

TABLE B. 7 Problem : Computer down

Number of times Frequency Percent Rank

1 0 20 45.5 1 2 1 10 22.7 2 3 8 18.2 3 4 2 3 6.8 4 5 3 2 4.5 5 6 5 1 2.3 6 Total 44 100.0

TABLE B. 8 Solutions adopted to solve Computer down problem

Solutions Frequency Percent

1 No comments 17 38.6 2 no action 8 18.2

3 Restart PC 6 13.6 4 Restarted Examination on other Computer

4 9.1

5 EXTRA COMPUTER WE MANAGE 1 2.3

6 EXTRA MACHINES THEN THE BATCH SIZE 1 2.3

325

7 My hardware engineer was there throughout 1 2.3

8 not applicable 1 2.3 9 Re login on another computer 1 2.3

10 RESCHEDULE 1 2.3 11 Rescheduled Exam 1 2.3 12 Taken permission to change Computer for student 1 2.3

13 Use another PC 1 2.3 Total 44 100.0

TABLE B.9 Problem : Network connectivity not available

Number Frequency Percent Rank

1 0 26 59.1 1 2 10 22.7 2 3 1 3 6.8 3

4 2 2 4.5 4 5 4 2 4.5 4 6 3 1 2.3 5 Total 44 100.0

TABLE B.10 Solutions adopted to solve network connectivity

Solutions Frequency Percent

1 No comments 23 52.3 2 no action 7 15.9 3 NO PROBLEM 2 4.5 4 2ND ISP ALREADY KEPT READY 1 2.3

5 As more than 1 ISP's are available 1 2.3

6 Because of BSNL broad band network failure,, but using another standby (Reliance) Internet connection 1 2.3

7 CONSULTING HARDWARE ENGINEER 1 2.3

8 making new connectivity 1 2.3 9 no problem as student data on local system

1 2.3

10 not often 1 2.3 11 reshedule batches 1 2.3 12 Reshedule the Batches 1 2.3 13 take two internet connections 1 2.3

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14 use another computer 1 2.3 15 We have leased line 1 2.3 Total 44 100.0

TABLE B.11 Number of times batches were required to reschedule

Number Frequency Percent Rank

1 0 20 45.5 1 2 1 17 38.6 2

3 4 9.1 3 4 2 2 4.5 4 5 4 1 2.3 5 Total 44 100.0

TABLE B. 12 Suggestion for Online Examination

Suggestions Freque

ncy

1 No comments 12 2 GOOD AS PER MY EXPERIENCE IT WAS VERY SMOOTH

ONLINE EXAM 3

3 very good 2 4 1. Questions should as form the Syllabus. 2. Don‟t ask anything

in objective type (fill in the blanks are like - just drop one word form a sentence. 3. Objective type questions are high standard as compare with 12th standard. Sometime questions and ans

1

5 easy to solve the paper for student 2

6 exam is good and new concept as compared to other subjects 1

7 Fill in the blanks should be assessed manually. 1

8 hsc board online examination is good idea but It teacher not doing this full time job in 2000 or 3000 rs per month goverment not geting this serious problem .when it teacher is perment by goverment that time it online exam condut succesfully

1

9 its good exam more long answers should be added 1

10 ITS GOOD JUST CARRY ON WITH ONLINE EXAMINATION. 6

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11 Just Make the exe more powerful due tht no reschedule will hapn due to jst exe.power & computer down these reasons r ok bt nt wl hapn due to exe

1

12 keep online exam for more subject 7

13 More improvement expected in its conduction & Expecting in future that the evaluation process gets more transparent. 1

14 nice concept of online exam, make it for more subject 1

15 online exam is better than written exam,so carry on 1

16 ONLINE EXAMINATION IS GOOD. BUT THE SUGGESTION IS THAT PLEASE ARRANGE TWO OR THREE PRACTICE EXAMINMATIONS FOR THE STUDENTS.

1

17 Please be careful about the out of syllabus questions. They hurt our aspiring students 3

Total 44

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5.0 Research Outcomes:

Research Outcomes are summaired in this chapter in four sections.

1. Hypothesis testing

Data analysis of the case studies provides information for hypothesis testing.

All the three hypotheses are tested with the help of data analysis.

2. Success factors for Citizen Centric e-governance projects

Success factors observed in the case studies are short listed. Same can be

referred while undertaking further e-governance projects.

3. Benchmarking of the three e-governance projects study findings with

respect to evaluation frameworks: (Mainly with four stage model of

Gartner)

All most all e-governance evaluation frameworks internationally or nationally

use Gartner four phase model as basis for e-governance evaluation

frameworks. Hence, each case study is mapped with Gartner four phase

model.

4. Success Model for Citizen Centric E-governance projects

Analysis of case studies provides information for Success factors and

recommendations. They are separately listed in respective briefings. Based

on which, the success Model for citizen centric e-governance projects is

conceptualized. The model defines four major stages Project

conceptualization, project development / management, Roll out

/implementation, and Project Maintenance. Activities in each stage are

defined. These steps are essential for success of CCEG ICT e-governance

projects.

5.1 Hypothesis testing:

Majority of CCEG ICT projects require improvements to satisfy citizens.

On the basis of analysis and tables prepared for Citizen‟s feedback in case of

first two case studies,(CFC of KDMC and Land Records computerization) one

can conclude that these applications require lot more improvements to satisfy

Citizens. Major improvements identified are,

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Service delivery methods need to be automated rather than just automation of

application submission.

Complaints registered in the e-governance application should be taken care

of and feedback is expected by citizens regarding complaint status.

Implementation of Online mutations module for Land Records and

discontinuation of manual system and services is essential.

Unless computerized services for Land Records are implemented from village

or at least from the block level, these services are not useable since transport

cost is too high for rural community.

For the third case study, students are fully satisfied with Online Examination.

They are not facing any serious problems. Percentage of satisfaction has

increased up to 31% while comparing various factors of written and Online

Examination.

However, few complaints are received after each Online Examination which are

mainly related to question paper. Dynamic question papers are generated using

difficulty index, type of question and topic as main parameters. Hence, question

bank is required to be moderated before each examination for appropriate

assignment of difficulty index.

Hence, the Hypothesis “Majority of CCEG ICT projects require

improvements to satisfy citizens” is true.

2. Re-engineering of government procedures increases acceptance of

CCEG ICT projects.

Massive re-engineering was done in CFC of KDMC e-governance application to

set up workflow based working within KDMC Corporation. Each and every

service is defined in terms of actions to be taken by whom and within what time

frame. Software application has facility to forward the case after action is

completed by concerned staff member. Hence, service requests are executed as

per workflow method. This required changing entire working method in the

KDMC Corporation. Re-engineering applied for CFC of KDMC made the project

quite successful so as to receive number of awards nationally and internationally.

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Majority of other corporations which are in process of computerization, are

missing this concept of workflow due to which their impact of e-governance

applications is restricted to prepare water bills or issue of certificates. Integration

is missing since re-engineering was not planned.

Computerization of Land records has not targeted effective adoption of re-

engineering, since entire land records system is based on written procedures and

has lot many legal issues. But, re-engineering in terms of changes in the

authorities to issue land records may be required. Land Records computerization

in Maharashtra has quite low acceptance level. One of the reasons for this is low

level of re-engineering.

Online Examination system is defined entirely on the basis of usage of

computerized procedure. Issues such as storing copies of answer-sheets

electronically, preparing results which are paperless indicates high level of re-

engineering which is one of the major factors for its success. Even, in the court

cases these methods are accepted.

As per the analysis table, 91.51% students prefer to use Online Examination

method.

Hence, the Hypothesis “Re-engineering of government procedures

increases acceptance of CCEG ICT projects.” Is proved.

3. Effective implementation of CCEG ICT projects reduces corruption.

CFC of KDMC is offering number of services to citizens. One of the services is

to issue birth / death certificate. It is declared that the documents will be issued

on the same day. While offering this service, all steps are transparent. Doctors

are assigned duties to sign on certificates at CFC. Citizens are able to get these

documents within an hour. Earlier to CFC this was to take number of days and

also one had to pay extra money to get them. This service is effectively

converted in the CFC model by almost nullifying corruption.

Majority of other services provided by civil department or water department in

which field visits and on site work is required are still not transparent and hence,

citizens still have to get the work done by paying extra.

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Issue of property card system in Land records computerization is effectively

implemented by discontinuing manual procedures and making it transparent has

resulted in reduced corruption. But, in case of land ownership documents ( 7/12)

corruption is hardly removed since mutations are still undertaken manually. Also,

involvement of BOT has not reduced the corruption.

Analysis table for property card defining benefits of property card computerization

shows citizens high level of acceptance and satisfaction. On the other hand,

analysis table for 7/12 indicates citizens‟ opinion for lot many changes requested

in land records computerization for 7/12 extracts.

Online Examination application uses updated question bank. This helps to set up

multiple set of question papers reducing corruption in paper setting procedure.

Since students are to solve different papers, copy cases are also reduced.

Security features in the Online Examination system has reduced malpractices.

However, since it is difficult to gather actual facts of corruption in terms of

amounts,

The Hypothesis “Effective implementation of CCEG ICT projects reduces

corruption.” is partially proved to be true.

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5.2 Success factors for Citizen Centric e-governance projects:

1. Project leader:

E-governance projects are successful if Head of the organization or department

himself leads the project. Project success is highly dependent on his leadership

qualities in terms of managing change in the organization, penetrating

technology, removing fear of technology in the minds of staff, re-engineering,

amendment of laws etc.

It is observed in almost all e-governance projects that, entire project is dependent

on involvement of Project leader. E-governance project scope is primarily

depends on his vision and experience of ICT usage. His interaction with staff at

all levels within organization creates impact on software features and speeds up

implementation stage. His Leadership qualities help to introduce administrative

reforms. Follow up at government level is essential to amend laws within

reasonable timeframe.

2. Re-engineering:

Manual operational procedures in the government offices based on which

services are offered to citizens are in use for last several years without much of

improvements. Government systems are still based on old systems introduced by

British. Operational manuals or guidelines in use are published many years back

which also requires considerable improvement even in manual operations.

Hence, while designing computerized procedure, massive improvements in terms

of redefining of procedures is required. Computerized services can have lot many

features as compared to manual service delivery; it is required to define workflow

based operations within department and across various departments to provide

single point timely service delivery. Citizen facilitation counters where all services

can be offered requires back office operations redefined as per workflow base

systems. Massive administrative reforms are necessary before undertaking

computerization in government department providing public service.

Re-engineering for procedural changes is basic step for successful e-

governance.

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3. Interaction across departments:

Departments within an organization work independently. Even if data sharing is

required, data is not transferred automatically. Same information is demanded

from Citizens again and again by different departments. Due to this

compartmental working, data consistency and integration is major issue in e-

governance applications.

Unless data sharing methods across departments and within departments are

defined, it is not possible to provide single point services to citizens.

4. Citizen facilitation Centers:

In the manual operations, citizens have to visit different offices and sections to

avail service. This manual method has enormous problems. Hence, the concept

of setting up single point service center is introduced in computerized systems.

Departments within organization provide back-office databases based on which

separate department for Citizen centers is set up to take care of all interactions

with citizens. Citizens can pay bills, apply for permits, certificates, and services.

However, effective integration of data can satisfy citizens only in terms of timely

delivery of services and ease of operations.

CFC‟s are either managed by departmental staff or by BOToperator but, if

governmental staff themselves are managing CFC‟s, it helps in providing best

services due to their domain knowledge.

Management of CFC is based on proper duties assignment, setting up of

software / hardware problem solution procedures to offer best services.

5. Defining project objectives:

Project objectives are defined separately for Citizens and government

department. This helps to achieve them concurrently.

6. Involvement of staff at all levels:

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If staff members at all levels are involved in the project during all stages, quality

of the software product enhances due to incorporation of their individual

expertise and creation of sense of belonging which is basis for implementation of

e-governance project.

7. Streamlining of operations:

Computerized procedures and related back office manual working methods are

required to be streamlined to deliver best possible services.

8. Maintenances contracts:

Software, hardware and networking contracts are awarded every year with

appropriate clauses to ensure smooth operations.

9. Setting up of Computer section:

Setting up of computer section consisting with technical staff within department

has ensured smooth rollout of the project and its sustainability, even if software /

hardware services are out-sourced.

10. Project Management:

Fro successful e-governance Projects, project is guided, monitored and managed

by head of organization himself. Review meetings are planned on regular basis.

11. Expert committee:

Expert committee is constituted consisting of experts across various

organizations to provide guidance on technical issues. Regular meetings of

expert committee and adopting solutions provided by them makes the project

technically viable. Sustainability of the project improves if experts committee

monitors the e-governance project during all stages of its life-cycle.( even after

project roll-out).

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12. Fund allocation:

If Government body responsible for fund allocation to e-governance projects,

monitors and provides necessary timely allocation of funds and timely solutions

in project problems, makes project sustainable. Generally, huge funds are

required initially and maintenance funds are necessary during roll-out. Switching

over to new hardware technology after five to seven years is required to be

planned for on going e-governance applications.

13. Database creation:

E-governance citizen centric applications are based on creating initial correct

databases. Large scale data entry if out-sourced, increases speed but data

verification and authentication procedures are required to be defined. Regular

monitoring by setting monthly targets and verifying its achievements helps fast

creation of correct database. Ranking of the field level offices based on their

achievements creates healthy competition across them which in turn help to

complete massive task.

Keeping project rolling during data entry stage is difficult task if data entry

requires several years. It is possible to get this stage done with effective

monitoring system and running parallel activities.

14. Appointment of BOT vendors:

Releasing government services by appointing BOT vendor may cut down the

time at data creation stage and will make it possible to set up citizen counters

without much of involvement and investment of government in terms of hardware

and management of citizen centers. But service contracts are required to be

prepared covering service levels. If working of BOTs‟ is monitored, their services

are useful for roll-out of e-governance applications at least during initial stages.

15. Coordination committee:

Setting up of coordination committee consisting of senior government staff helps

to define computerization activities across departments and field level offices.

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Members are generally domain experts hence their association with project helps

in coordination across offices.

This being senior level committee it helps in defining list of actions to be taken at

government level in terms of issue of government resolutions and amendment of

laws. During defining complex government procedures this committee can guide

appointed software team.

16. Issue of guidelines:

Decisions taken at senior level such as government level or state department

level or by expert committee or by coordination committee are essential to be

issued as government resolution or guideline and circulated across concerned

offices for proper implementation of e-governance project. All such guidelines or

circulars if made available on web-site or as printed booklet, helps to keep proper

communication across statewide departments.

17. Appointment of domain experts:

Based on the scope of the e-governance application, domain experts are

required to be appointed across organization to define software requirements,

software testing, managing implementation and guiding field level staff.

18. Selection of vendor for software development:

Expert committee decides terms and conditions for software vendor. Expert

committee is provided full freedom to execute procedure for selection of software

vendor.

19. Training:

Training at various levels with appropriate duration is necessary to be arranged

for large scale e-governance projects. Sponsorship for undertaking recognized

diploma in IT is offered to government staff.

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20. Use of web-enabled tools to monitor infrastructure of field offices:

In order to make use of web-enabled software packages, it is essential to ensure

that hardware and networking software facilities are available at field level offices

on regular basis. Use of automatic tools at web server side checks automatically

remote side machine-id and IP-address at regular intervals. In case of problem at

remote sites appropriate guidance is provided by web management team at

central server. This helps in ensuring availability of ICT facilities.

21. Use of US based servers:

US based web server facilities are most useful to ensure timely availability of web

servers with fast access time and large scale band width. This is possible due to

time difference.

22. Use of web-enabled software for effective implementation:

In case of large number of implementation sites it is difficult to keep field level

staff trained. Distribution of new version of software becomes time consuming.

Web application is used to interact with field level staff for all issues. Office

orders are also issued on web. This helps to set direct communication across

government offices.

23. Use of security levels:

Password at two levels and finger print options are used for access control.

Software modules have been assigned passwords. Hence, those with access

rights only can make use of related options of the software. IP-address and

machine-id checking is also done as part of security. Important data is only

encrypted. Date and time stamps are used in audit / trail facilities.

24. Minimize network connectivity requirements:

In order to ensure completion of the web transaction in acceptable time, network

connectivity requirements are minimized.

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5.3 Benchmarking of the three e-governance projects study findings with

respect to evaluation frameworks: (Mainly with four stage model of

Gartner):

The Gartner four phase model of e-government demonstrates the progression of

e-government in the connected environment and identifies strategy and factors

that contribute to success in each phase.

Stage one: Presence: (Characteristics :Public Approval, Existing, Streamline

processes, Web-site Makeup )

CFC of KDMC e-governance project has satisfied all characteristics for Presence

stage one. The project is well received by public. All citizens living in any area

such as housing society or slum area and literate or illiterate citizens are using

CFC facilities without any problems. Hence it has a public acceptability. The

application is in use since its release. Workflow based processes are introduced

to provide fast and easy services to citizens. KDMC also has web-site mainly for

information dissemination.

Land Records Computerization project is most complex e-governance project.

7/12 extracts are being issued at taluka computer centers. But farmers who are

the main users of this application are not fully satisfied with services since

mutations to land records are still performed manually. Hence computerized

services are not fully reliable. This application does not satisfy public approval

characteristics. Manual procedures were not streamlined before undertaking

computerization.

Web-site is released which provides access to land records database.

Online Examination fulfills all characteristics for stage one presence.

Stage Two : Interaction ( Characteristics Searchable database, Public

response, E-mail, Content Management, Increased support staff governance,

Knowledge Mgmt,e-mail Best practices,Content management Meta data, data

synch. Search Engine Email )

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In the second stage of Gartner model namely Interaction it is expected that

interaction between Citizens and department is incorporated in the e-governance

application. CFC of KDMC e-governance application has provided some of these

features, but are not fully operational. Complaints can be recorded in the

application, but hardly any response is received.

Land records web-site is offering searchable database on the web. Using this

database any 7/12 extract property card in Maharashtra can be viewed on the

screen. But, no other features are implemented.

Knowledge management and content management are not incorporated in CFC

and Land records case studies. But, Online Examination is based on knowledge

management by using question bank.

Meta data, data synch is not achieved in any of the case studies.

Stage Three: Transaction: (Characteristics Competition Confidentiality

/privacy fee for transaction, E-authentication, Self services, Skill set changes,

Portfolio Mgmt., Sourcing Inc Business staff, BPR, Relationship mgmt., Online

interfaces, Channel Mgmt., Legacy Sys. Links, Security, Information Access,

24x7 infrastructure sourcing )

CFC of KDMC e-governance application is based on massive BPR. Effective

BPR has made this project outstanding. But other features are only marginally

incorporated since the application has to serve all the citizens educated - non-

educated, or poor-rich or old-young or male-female.

Land Records computerization has used finger print for security to update vital

data. But, both of these applications are in client / server technology so other

features can not be incorporated of stage three transactions. Service operations

are done by operators and not by citizens directly.

Online Examination has best security features. E-authentication is used while

initiating the examination at centers. This application has incorporated online

transaction features for conduct of paperless examination.

Skill set changes, relationship management, and 24X7 services is not

incorporated in any of the case studies.

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Stage Four : Transformation (Characteristics Funding stream allocations,

Agency identify, Big browser, Job structures, Relocation / telecommuting,

Organization, Performance accountability, Multiple program skills, Privacy

Reduces, Integrated services, Changes value chain, New process / services,

Changes relationships ,G2G, G2B ,G2C, G2E, New Applications, New data

structures)

The stage four characteristics for transformation are not noticed in any of the

case study.

Conclusions:

Even if all the three case studies are operational they require massive

enhancements to satisfy Citizens and fulfill benchmarks as per international

standards.

Gartner has new model for evaluation of e-governance which mainly considers

two aspects Completeness of vision and Ability to execute. While defining e-

governance project it should be as per constitutional rights of Citizens. It should

aim at improvement of leaving conditions and not only service delivery method

improvement. Political involvement is basic necessity since it demands massive

administrative reforms. Three case studies and case studies in experience

survey have not touched upon these issues.

E-governance in Maharahstra requires fresh look and redesign as per

international standards to satisfy citizens. It demands dedicated and consistent

efforts at all levels. Majority of e-governance services are not satisfying citizens

some of them are creating additional issues.

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5.4 Success Model for Citizen Centric E-governance projects:

Three case studies are operational and require consistent efforts to keep them

operational. This success model is derived based on success factors noticed in

the case studies and keeping objective to reach upto Gartner‟s fourth stage of

Transformation.

Success Model for Citizen Centric E-governance projects is a reference

framework, which defines essential factors contributing to the success of the e-

governance project, which should be addressed during entire life-cycle of the e-

governance project.

The four stages identified are as follows,

1. Project Conceptualization

2. Project development / management

3. Roll out / implementation

4. Project maintenance

The schema can be represented diagrammatically as follows:

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E-governance Success Model

Project

conceptualization

Project

development /

Management

Rollout /

implementation

Project

Maintenance

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Stage One: Project Conceptualization:

During this stage of the project, project scope is to be defined and stakeholders

should be identified. Broad objectives for each stakeholder should be defined

separately. Using one of the feedback methods stakeholders‟ views on objectives

should be collected to fine-tune the same.

For precise conceptualization following attributes should be clearly defined.

Project Type: Project type can be Citizen centric, offering service or information

providing, it should be defined.

Scope:

List of the locations with services to be offered should be made. Due to many

limitations such as network connectivity, availability of authorized manpower for

issue of documents, demand for that service etc. it may not be possible to offer

all services at all centers. Hence separate list should be prepared defining which

services can be offered at a particular center. All such cases should be listed

here.

Delivery method:

Methods should be defined for service delivery. Methods could be by setting up

of citizen centers or web-based or by appointing BOT vendors. List of the

services is to be made with time period to be observed while offering services.

For each service complete transaction cycle should be defined with all actions

required by either citizen or government. This will define the workflow.

List of the services, which are offered by the government organization but will not

be covered in e-governance application, is also to be made with reasons.

Information should be identified in detail, which is to be made available to public

either through web or at citizen centers. Information should be of two types

general and citizen specific. All queries which citizen may ask for his transactions

should be listed here. Also his waiting list numbers or expected service period or

token numbers should be defined.

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Level of integration:

Level of integration should be clearly defined across the departments and within

organization. Project design will be directly dependent on these issues.

Following attributes should be defined.

Attributes: Fully workflow based automation, level of back end procedures re-

engineered, transparency factors, costing to citizens, use of local language,

decision making improvements, compliant handling, features to reduce

corruption, ease of use, savings time and cost, and information availability

Project stages and factors for success:

Project may require to be divided into stages depending on its magnitude and

integration planned.

Each stage should define measurable milestones and success factors.

Project definition / vision / conceptualization / scope / outline:

Project outline should be defined clearly with expectations and limitations.

Stage Two:

Project Development / Management:

During this stage project development will be executed based on the project

outline.

Setting up of committees:

Depending upon scope and type of the project it will require apex committees to

be set up for guiding and approving of the project.

Expert committee / coordination committee / apex committee one or more of

them should be set up depending upon the project requirement and type.

Expert committee will consist of members from technical organizations to take

care of all technical issues such as appointment of vendors, terms and

conditions, evaluation of costing, platforms to be used, training requirements

etc.

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Coordination committee will consist of senior members from all concerned

government departments, which are involved in integration and

implementation.

Apex committee will consist of senior government members who can define

changes required in issuing / modifying / approving government procedures

and law amendments at government level.

ICT ( application software developer ) technology partner selection and

terms for partnership contract:

Selection of software developer is most crucial, since they will also act as

solution provider. Quality of the product will depend upon expertise of the

software team members. It is also essential to ensure their partnership till project

life-cycle. Their expertise dealing with government projects is essential since

magnitude of government projects is far different than software projects in

private.

Departmental Team formation:

Team should be formed consisting government staff at all levels to define user

requirements. Based on these user requirements, software team will prepare

Software requirement document. Members should be expert in domain

knowledge, operational issues and legal aspects. Leader of this team will act as

coordinator / nodal officer with software team. This team should address

following issues.

Define user requirements

Reengineering requirements / Administrative reforms

Procedural reforms

Document level / review and update of manuals

Legal procedures required

Data exchange across departments

Defining interdepartmental integration requirements

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Issue of Government resolutions or guidelines

Initial project ICT trainings / workshops / fact findings / status / field visits

ICT workshops may be required to be arranged for departmental team to make

them aware about what ICT can do for their department. Ideally, software vendor

should conduct these courses.

Number of field visits and meetings are to be planned for understanding of actual

status of work execution, status of data and problems.

Standards to be followed while ICT project development:

Standards should be defined for software development and documentation.

Expert committee can act as quality control committee. ( IEEE or ISO )

URS / SRS / project objectives:

User requirements, Software requirements and objectives should be clearly

defined. These documents will act as blue print for further project life-cycle.

Approval procedure for documents prepared and software module wise

acceptance:

All project documents should be officially submitted and need to be approved by

head of organization, until which further steps should not be taken up.

Software should be tested and approved for each module before its release by

the government team.

Define time frame:

Time frame for each activity should be defined in terms of days and actual dates.

Parallel activities should be identified.

Define project management procedure:

Project reviews, quality reviews demonstrations, expert committee meetings etc

should be planned.

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Identification of stakeholders and defining their expectations:

Initial project measuring parameter values as per objectives (PMP’s)

Stage Three:

Rollout / implementation:

Issues during rollout or implementation are to be planned.

Training requirements for staff and stakeholders before the project, during

roll out and periodic after rollout:

Training can be application usage training, ICT training or operational training.

Officers should be trained for usage of decision support features of the

application.

Project campaigning for citizens using Pamphlets, newspaper articles,

radio news, and open sessions should be planned.

Software rollout:

Rollout can be in stages, but all expected sites should be made operational

within pre-defined time-frame.

Plan for discontinuation of manual system and switching over to

computerized system

It is essential to keep only one system in operations. Hence, parallel runs should

be completed as fast as possible. Unless manual procedures are discontinued,

new computerized system will not be established.

Stage Four:

Project Maintenance:

Majority of the projects are well managed till its‟ roll-out. But this stage of project

maintenance is critical for sustainability.

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Periodic review of software modules and its enhancements based on

usage:

Software review meetings should be conducted periodically to get feedback of

field level staff operating the software. Based on which document should be

prepared for enhancements to be taken up. Those should be approved and then

incorporated in the software.

Project evaluation automatically using databases and by research

organizations:

Third party evaluation and automatic evaluation based on PMP‟s should be done

periodically based on which product should be improved.

Corrective actions based on evaluation studies:

Recommendations suggested by evaluation study team should be considered

and approval procedure for them should be defined. Approved recommendations

should be incorporated in the system.

Audit / trail analysis on regular basis:

Software maintenance team and support level parameters

Generally software team shrinks to minimum level after roll-out. But contract

should spell out software team for enhancements, since after roll-out every useful

product requires considerable changes. If these are not planned with software

team, only bug fixing actions will be performed, after roll-out of the product.

Cost / benefit analysis

Cost in terms of cost to government and cost to citizens should be evaluated.

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Diagram for success factor model for citizen centric e-governance model:

STAGE FOUR

STAGE THREE

Project Maintenance

STAGE TWO

Rollout / implementation

Periodic reviews

STAGE ONE

Project

development /

Management

Training Project evaluation

Project conceptualization

Setting up of the

committees

Project

campaigning

Corrective actions

Project type to be

defined

ICT vendor

selection

Software rollout Audit/trail

Scope Departmental

team formation

Software team size/

support

level parameters

Delivery methods Fact finding

meetings

Discontinuation

Of manual

system

Cost /benefit

analysis

Level off

integration

Standards

URS/SRS

project objectives

Law or rule amendments

Project stages Approval and

Project

management

procedure

Project definition Time frame

Project monitoring

parameters