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Use and Services of Akshaya Community Information Centres in Kerala

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 Democratization of Information Using ICT (DEMICT) 2014

Use and Services of Akshaya Community Information

Centres in Kerala

Dr. Mohamed Haneefa K.

Assistant Professor
Department of Library and Information Science
University of Calicut
E-mail: dr.haneefa@gmail.com

Shyni K.G.
Research Scholar
Department of Library and Information Science
University of Calicut

Sujima A.P.
Librarian
KMCT Polytechnic College
NIT Campus P.O., Calicut-673601

Abstract
The purpose of this study was to investigate the use and services of Akshaya
Community Information Centres in Kerala. Structured questionnaires were
employed to collect data from a representative sample of 100 Akshaya Centre
Entrepreneurs in Malappuram district of Kerala. The study found that Akshaya
Centres are widely used for bill payments and a majority of the entrepreuneurs
provides various services at affordable rates. E-literacy programme is the main
attraction of the Akshaya that increased the status of Akshaya Centres. It is
revealed that the entrepreneurs are willing to diversify the Centres with more IT
related services. Demand for new services through the Centres showed the trust of
local community towards Akshaya Centres.

Keywords: Akshaya, Community Information Centres, E-literacy, E-transactions, E-

governance, Telecentres, Kerala.

1. Introduction
Information and Communication Technology (ICT) can be effectively used by
developing countries to improve the quality of life of their people. Many programmes
have been launched so far worldwide to bridge the digital divide and to improve the
use of ICT by common man. Akshaya project is such a venture involved setting up of
thousands of Multi-purpose Community Technology Centers called Akshaya e-
Kendras across Kerala. It is a social and economic project focusing on various facts
of information and communication, e-learning, e-transactions and e-governance

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 Democratization of Information Using ICT (DEMICT) 2014

(Gomez and Gould, 2011). It is one of the early community based ICT initiatives by
Kerala IT Mission.

Akshaya project officially launched in 2002, by setting up more than 600 sites in
Malappuram district of Kerala, with the goal that one person in every family to be
computer literate in the district. After the first phase, Malappuram district is said to
be India’s first e-literate district. Akshaya marks the beginning of a drive to ‘Bridge
the Digital Divide’ by enabling thousands of ordinary citizens access relevant
information in the local language over the Internet. Akshaya was started with
creating the micro entrepreneur in each Panchayath. The micro entrepreneurs are
called Akshaya Centre Entrepreneurs (ACEs) or simply Akshaya entrepreneurs.
ACEs deliver services through which the population of the respective area benefits.
ACEs try to impart knowledge and try to educate the population. The entrepreneur is
the key to the success of the project.

The initial phase of the Akshaya was the ‘E- literacy phase’. This phase familiarized
people with the basics and the scope of IT and also ensures hands-on-skill in
operating a computer, using internet, etc. It is the largest e-literacy training project
worldwide. The second phase is the service delivery phase, offering a variety of
services like e-learning, e-commerce, advanced IT training, e-governance,
communications and specific community based services. Akshaya centers are able
to influence a wide range of development issues such as business and education
development to the extent to which information and communication is important to
individual users. Since control is within the government, Akshaya gets the credibility
of a government organization while at the delivery level there is a corporate
approach of welcoming every citizen with the friendly face.

In the history of the project, only two sets of services: the former e-literacy program
and the current array of e-governance application which constitute several G2C and
B2C services have been extended to all the telecenters within the project. The
remaining services offered in each telecenter largely depend on the supply choices
made by the single entrepreneur. Generally Akshaya centers provide various
services, courses and projects. Various services include e-payment, e-filing, e-
ticketing, Internet services, CSC, Janamythri police station, rural e-banking,
Industrial web portals, and data entry works. The courses included Intel learn
programme, Learn and Speak English, Medical Transcription, E-Vidya, IGNOU
Courses, DOEACC programme, C-DIT, Arabic Typing Tutor, Insight and Keltron
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 Democratization of Information Using ICT (DEMICT) 2014

Computer Courses. The projects are E-Krishi, Malayalam Computing, Ente

Gramam and SPARK. Recently Akshaya is providing new projects like online
application of ration card, registration of BPL families under Health Insurance, E-
District, Unique Identification Number (UID)/ Aadhaar, E-Consignment, Collection of
subscription amount of NRK Welfare Fund, E-Grants etc. The latest reports shows
that new services like Kiosk banking, FREES, Registration of APL/BPL families
under RSBV, E-filing for Commercial Tax department, Motor Vehicle Department
services were also initiated.

Akshaya project is a catalyst in creating massive economic growth and creation of

direct and indirect employment in the state by focusing on e-learning, e-transactions,
e-governance, etc. Various inclusive developments like women participation and
empowerment is possible through Akshaya, by bringing to the fore the enormous
managerial and entrepreneurial talent of women. Akshaya allows the rural people to
improve their quality of life by accessing the information and services like literacy,
e-governance, education; health, etc can provide solid foundation for the economic
prosperity of rural villages.

2. Review of Related Literature

It is found that there is a lack of studies on the use and services of Akshaya. As
Akshaya Centres are considered as telecentres, they tend to be trusted as the most
relevant to meet local needs compared to libraries and cyber café which belong to
the same category (Gomez and Gould, 2010). Pal (2009) revealed that general
awareness of Akshaya was very high and most of e-literate users felt that their
prestige in village had increased because of having become ‘e-literate’. But due to
lack of awareness about such schemes and their implementation, people could not
receive the information at proper time and this became the major hurdle in the path
of getting benefits of government schemes (Sharma, 2008).

Kuriyan, Ray and Toyama (2008) conducted a study on the challenges and tradeoffs
of implementing the Akshaya project and to analyze the business strategies of the
Akshaya entrepreneurs. The finding of the study revealed that market based
solutions; private enterprise and advanced technologies can increase the wellbeing
of the poor and concurrently increase the profits of the private sector. It is found that
poor are not the primary customers of ICT kiosks except for a one time, subsidized
Akshaya course. The main consumers are those in the middle class. It also showed
that broader political economy significantly influences the practices of technology
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 Democratization of Information Using ICT (DEMICT) 2014

promotion and access. Another study on Akshaya telecenter project in Kerala

(Gopakumar and Rajalekshmi, 2007) revealed that through the personal trust
between the people and the intermediary seems apparently important for making a
payment system successful, it is on the account of the institutional trust in
government that the payment system is able to function.

International Development Research Center (2006) conducted a study on

assessment of Akshaya project from a gender perspective. The analysis of the study
suggest that with some awareness and literacy marginal efforts, the supposedly
gender neutral Akshaya project could have indeed done wonders. With the support
some of the extra ordinary women entrepreneurs coming from very ordinary
circumstances could have profitably utilized. Madon (2005) investigated the issues
regarding the sustainability of the Akshaya telecenter project in Kerala in terms of
interaction between the government, entrepreneurs, international donors,
telecommunication suppliers, local companies, civil society organizations and
individual community members. The finding of the study revealed that there are five
critical issues currently affecting the sustainability of Akshaya project focusing on
how relations and exchanges have been managed over time.

It is evident from the review of literature that there is a need to study the use,
services and achievements of Akshaya. The present study is intented to find out the
use, services and achievements of Akshaya Community Information Centres in the
perspectives of the entrepreneurs. This study will be useful to find out answers to
questions associated with the project and suggest proper measures to overcome the
problems encountered with Akshaya Centers.

3. Research Design
The universe of the study was Akshaya Center Entrepreneurs (ACEs) in
Malappuram district, Kerala. Structured questionnaires were used to collect data
from a representative sample of 100 ACEs in Malappuram District. The investigators
distributed the questionnaires during the days of training programmes conducted
jointly by Kerala State IT Mission and Akshaya District Project Office, Malappuram.
Out of 100 questionnaires distributed, 91 were duly filled in and returned back. All
the questions in the questionnaire were analyzed on the basis of formulated
objectives.

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 Democratization of Information Using ICT (DEMICT) 2014

4. Results and Discussions

In the present study, statistical treatment of the collected data was made to find out
the use and services of Akshaya.
4.1. Purpose of Use of Akshaya Centres
The main objective of Akshaya is to provide ICT accessibility and services to the
reach of the common man. The purpose of use of Akshaya Centers may vary with
users’ interest. The Entrepreneurs were asked to indicate their opinion on the uses
of Akshaya Centers and the responses are summarized in the table 1.

Table 1
Purpose of Use of Akshaya Centers

Sl. Responses
Purposes
No. (n=91)
24
1 Educational purpose
(26.4%)
46
2 Bill payment
(50.5%)
23
3 Internet facility
(25.3%)
18
4 Computer training programmes
(19.8%)
20
5 All the above
(21.9%)

It is found that about half (50.5 per cent) of the entrepreneurs opined Akshaya
Centers are widely used for bill payment. A few (26.4 per cent) stated that Akshaya
Centers are used for educational purpose and another 25.3 per cent of the
entrepreneurs agreed that people use internet facility. A few (19.8 per cent) of the
entrepreneurs opined that people make use of computer training programmes also.
A few (21.9 per cent) of the entrepreneurs were of the opinion that people use the
centers for all the services including bill payment, educational purpose, internet
facility, and computer training programmes.

4.2. Popular Service Delivery Time

For every service center there must be a typical time for delivering the services
which is convenient to the people. The entrepreneurs were asked to reveal the
preferable time of users for making use of Akshaya services. The data about the
service delivery time is shown in the table 2.

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 Democratization of Information Using ICT (DEMICT) 2014

Table 2
Popular Service Delivery Time

Sl. Responses
Time
No. (n=91)
72
1 Morning (Up to 12)
(79.1%)
13
2 Afternoon (12-4)
(14.3%)
13
3 Early evening (4-6)
(14.3%)
11
4 Evening (after 6)
(12.1%)

It is found that a majority (79.1 per cent) of the entrepreneurs opined that people
prefer morning (up to 12) to use the services. Similarly a very few (14.3 per cent) of
the entrepreneurs stated that afternoon (12-4) is the convenient time to users. Also a
very few (14.3 per cent) of the entrepreneurs opined that people use services in the
early evening (4-6). A very few (12.1 per cent) of the entrepreneurs said that people
prefer evening (after 6) to use the services.

4.3. Support from Various Sources

The success of any project depends upon the support from various sources. The
data representing the entrepreneurs’ opinion about the support from various sources
is given in Table 3. It is revealed that a majority (63.7 per cent) of the entrepreneurs
agreed that Akshaya Programme Office is very supportive. Regarding the support
received from the different sources, panchayat (48.4 per cent), spouse support (52.7
per cent) and support from friends, relatives and neighbours (48.3 per cent) were
reported by the entrepreneurs.

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 Democratization of Information Using ICT (DEMICT) 2014

Table 3
Support from Various Sources

Sl. Source of Very Quite

Indifferent No answers
No. support supportive supportive
Akshaya 58 27 1 5
1
Program Office (63.7%) (29.7%) (1.1%) (5.5%)
44 37 4 6
2 Panchayath
(48.4%) (40.6%) (4.4%) (6.6%)
48 30 2 11
3 Spouse
(52.7%) (32.9%) (2.2%) (12.1%)
Friends,
44 33 2 12
4 Relatives,
(48.3%) (36.3%) (2.2%) (13.2%)
Neighbours

4.4. Benefits to Entrepreneurs

Akshaya Centers deliver services through which the population of the respective
area benefits. Thus the stakeholders at Akshaya Project gain some benefits. Here
the investigators made an attempt to find out the benefits gained by entrepreneurs
through Akshaya. The data is shown in the table 4.

Table 4
Benefits to Entrepreneurs

Sl. Responses
Benefits
No. (n=91)
24
1 Status in the family increased
(26.4%)
59
2 Status in the community increased
(64.8%)
43
3 Business opportunity
(47.3%)
10
4 Opportunity for livelihood
(10.9%)
22
5 Financial gains
(24.2%)
54
6 Increased awareness of IT related services
(59.3%)
2
7 Others
(2.2%)

It is seen that a majority (64.8 per cent) of the entrepreneurs enjoy an increased
status in the community. Majority (59.3 per cent) of the entrepreneurs stated that
they can increase awareness of IT related services. About half (47.3 per cent) of the
entrepreneurs enjoy business or entrepreneurship aspect of the project. A few (26.4

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 Democratization of Information Using ICT (DEMICT) 2014

per cent) of the entrepreneurs satisfy with the increased status in the family. A few
(24.2 per cent) of the entrepreneurs get financial gains through Akshaya and a very
few (10.9 per cent) of the entrepreneurs consider it as an opportunity for livelihood.

4.5. Benefits to Community

Since any multi-purpose Community Information Center caters the need of the local
people and function as a direct link between people and government in areas of
information, communication, IT penetration services, etc., there must be some
benefits gained by community from these centers. The entrepreneurs were asked to
state benefits to the people through Akshaya. The responses can be seen in the
table 5.

Table 5
Benefits to Community

Sl. Responses
Benefits
No. (n=91)
18
1 Opportunity for women
(19.8%)
17
2 Employment for youth
(18.7%)
69
3 E-literary
(75.8%)
35
4 Others
(38.5%)

It is found that a majority (75.8 per cent) of the entrepreneurs consider e-literacy as
the main benefit to the community. A good number (38.5 per cent) of the
entrepreneurs’ indicated that community gain other benefits (certified e-learning
programme at an affordable rate, IT awareness among housewives, availability of
services from a nearest information center, provision of convenient and reliable e-
governance services at a low rate) from the centers. A few (19.8 per cent) of the
entrepreneurs think women get opportunity to come forward and express their
enormous talents in various aspects that remain untapped in them. A few (18.7 per
cent) of the entrepreneurs agree that youth get employment opportunities through
Akshaya.

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 Democratization of Information Using ICT (DEMICT) 2014

4.6. Advantages of Akshaya

As Akshaya Centers come under the category of Multi-purpose Community
Technology Centers, the provision of services mainly aim to benefit the common
people. The entrepreneurs were asked to state the advantages of Akshaya Centers
over other organizations providing the same services. The responses are
summarized in the table 6.

Table 6
Advantages of Akshaya

Sl. Responses
Advantages
No. (n=91)
Time reduction in delivery of 47
1
services (51.6%)
30
2 Lack of harassment
(32.9%)
54
3 Akshaya is too near
(59.3%)
40
4 Convenient and reliable services
(43.9%)
39
5 More freely available services
(42.9%)
Transparency in delivery of 28
6
services (30.8%)
67
7 Less service charge
(73.6%)
2
8 Others
(2.2%)

It is revealed that a majority (73.6 per cent) of the entrepreneurs consider availability
of services at a cheaper rate is the main advantage of Akshaya services. A majority
(59.3 per cent) of the entrepreneurs think availability of the services from nearest
place is the advantage. About half (51.6 per cent) of the entrepreneurs stated that
time reduction in service delivery is the main advantage of Akshaya. A good number
(43.9 per cent) of the entrepreneurs think availability of convenient and reliable
service is the advantage of Akshaya. A good number (42.9 per cent) of the
entrepreneurs stated use of freely available services is the advantage of Akshaya
Centers.

A good number (32.9 per cent) of the entrepreneurs consider lack of harassment as
the advantage of Akshaya use. A good number (30.8 per cent) of the entrepreneurs
said transparency in service delivery is the main advantage. A very few (2.2 per

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 Democratization of Information Using ICT (DEMICT) 2014

cent) of the entrepreneurs stated that there are some other advantages. For
example, ‘being a government supporting center’ is the main advantage of Akshaya
service use.

4.7. Akshaya Services

Akshaya Centers provide various citizen services, e-literacy, e-learning programmes,
and projects including the new ones. The provision of the services depends on the
entrepreneurs. The investigators made an attempt to find out the provision of
services through Akshaya Centers. The responses are summarized in the table 7.

The table depicts that most (96.7 per cent) of the entrepreneurs provide e-payment
services. A large majority of the entrepreneurs provided e-literacy programme (89
per cent) and E-Vidya Course (87.9 per cent). Majority of the entrepreneurs provide
e- filing (63.7 per cent), e-ticketing (61.5 per cent), e-Krishi (78 per cent), Learn and
Speak English (63.7 per cent), Online Application of Ration Card (79.1 per cent),
registration of BPL families under Health Insurance Scheme (67 per cent) and
Collection of Subscription amount of NRK Welfare fund (58.2 per cent).

Table 7
Akshaya Services

Sl. Responses
Name of Service
No. (n=91)
1 E-Literacy 81(89%)
2 E-Payment 88(96.7%)
3 E-Filing 58(63.7%)
4 E-Ticketing 56(61.5%)
5 SPARK 31(34.1%)
6 E-Krishi 71(78%)
7 Ente Gramam 34(37.4%)
8 Intel learning 55(60.4%)
9 Learn and Speak English 58(63.7%)
10 Medical Transcription 15(16.5%)
11 E-Vidya 80(87.9%)
Online Application of
12 72(79.1%)
ration card
Registration of BPL
13 families under Health 61(67%)
Insurance scheme
Collection of Subscription
14 amount of NRK welfare 53(58.2%)
Fund

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 Democratization of Information Using ICT (DEMICT) 2014

A good number of the entrepreneurs provide Ente Gramam project (37.4 per cent),
and SPARK (34.1 per cent). A few (16.5 per cent) of the entrepreneurs provide
Medical Transcription Course.

4.8. Problems of Akshaya Centers

Problems usually occur with any project that may be in its implementation stage,
functioning, and existence in the society. The investigators were asked to indicate
the problems they face in the Akshaya Centres and the responses are summarized
in the table 8.

Table 8
Problems of Akshaya Centers

Sl. Responses
Problems
No. (n=91)
26
1 Lack of infrastructure facilities
(28.6%)
Lack of awareness of people about Akshaya 43
2
services (47.3%)
Lack of training programs from authoritative 15
3
bodies (16.5%)
66
4 Financial problems
(72.5%)
19
5 Lack of trained staff
(20.9%)
17
6 Other problems
(18.7%)

It is seen that a majority (72.5 per cent) of the entrepreneurs indicated that financial
problem affect the functioning of Akshaya Centers. About half (47.3 per cent) of the
entrepreneurs reported that lack of awareness about the Akshaya services among
people is another problem. A few (28.6 per cent) of the entrepreneurs opined that
the lack of infrastructure facilities in the Centers is another factor adversely affecting
the success of the project. A few (16.5 per cent) of the entrepreneurs felt difficulties
due to the lack of training programmes from authoritative bodies.

4.9. Provision of Additional Services

In order to overcome the financial problems which affect the functioning of the
Centers, it is necessary to depend on other services and activities and thus to
maintain the effective service delivery of the project. Here the investigator made an

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 Democratization of Information Using ICT (DEMICT) 2014

attempt to know the entrepreneurs’ dependence on various activities to meet the

financial problems.

Table 9
Provision of Additional Services from Akshaya Centers

Sl. Responses
Additional Services
No. (n=91)
52
1 Data entry jobs for Panchayath
(57.1%)
60
2 Computer training programs
(65.9%)
22
3 Xerox facility
(24.2%)
30
4 Financial support from other sources
(32.9%)

It is found that a majority (65.9 per cent) of the entrepreneurs prefer to provide
computer training programmes other than Akshaya services. Majority (57.1 per cent)
of the entrepreneurs do data entry jobs for the local Panchayath to get financial
benefits. A good number (32.9 per cent) of the entrepreneurs get financial support
from other sources. A few (24.2 per cent) of the entrepreneurs do Xerography to run
the Akshaya Centers.

4.10. Future Plans for Akshaya

The entrepreneurs were asked to indicate their future plans to expand the facilities
and services of Akshaya Centres and the responses are summarized in the table 10.

Table 10
Future Plans for Akshaya Centers

Sl. Responses
Future Plans
No. (n=91)
Continue with
1 25 (27.5%)
same facilities
Diversify with more 62
2
IT related services (68.1%)
4
3 Close the center
(4.4%)

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 Democratization of Information Using ICT (DEMICT) 2014

It is revealed that a majority (68.1 per cent) of the entrepreneurs decided to diversify
the entrepreneurship with more IT related services. A few (27.5 per cent) of the
entrepreneurs hope to continue with the available infrastructure facilities. Only four
(4.4 per cent) of the entrepreneurs actually admit the closing down of their Akshaya
Centers.

5. Conclusions and Suggestions

The Akshaya Center Entrepreneurs can be considered as the human link between
the novelty of ICT and local community. The Centers are widely used for the e-
learning programmes and e-governance services. E-Krishi, E-Literacy, E-Payment
and E-Vidya are the highlights of the Akshaya project. The existence of Akshaya
Centers depends primarily on the community. So, the provision of services should
be familiar to the people. Hence it is the duty of Akshaya officials to create people
friendly IT environment, which in turn promote users to come to Akshaya Centers
and use the services. Inclusion of more context based services will attract new
clients and retain the existing ones and thus to satisfy the changing needs of the
community they serve.

Because of the location in public space by ensuring social inclusion in access,

Akshaya Centers differ from other citizen service centers. The Akshaya Centers
ensure the delivery of services within a short time at an affordable rate to the people.
Demand for new services through the centers reveals trust of local community
towards Akshaya Centers. The Akshaya Center Entrepreneurs enjoy an increased
status in the society and became aware of IT related services. Akshaya project help
the common people to become ICT literates and its application on various areas of
the life.

Entrepreneurs agreed that financial problem and lack of popularity of Akshaya

services among people are the major hurdles in the smooth functioning of the
Centers. Special funding mechanism should be implemented to meet the financial
problems of Akshaya Centers and awareness programmes should be given to the
people. Over the time, Akshaya took the responsibility of becoming a citizen service
center and help in rural empowerment and economic development. So, it is
necessary to solve the problems faced by the Akshaya Centers. Necessary
measures should be undertaken to upgrade the Akshaya project and thus ensure the
sustainability of the Akshaya Centers.

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 Democratization of Information Using ICT (DEMICT) 2014

Lack of financial support is the main threat to the sustainability of Akshaya Centers.
So, government should implement special funding mechanism to meet the economic
problems of Akshaya Centers and Government officials must be closely involved in
the effective functioning of the Akshaya Centers. Identification of the right
entrepreneur is one of the important aspects in the success of the Akshaya Centres.
Entrepreneurs can be rated on the basis of profit generated by them from Akshaya
and the role played by them in spreading awareness of Akshaya in their allotted
areas. This can motivate the entrepreneurs to increase the participation of
community, thereby increasing the utilization of Akshaya services.

Akshaya Centers become socially relevant when they provide services in

accordance with the needs of the local community. So it is necessary to add more
context based services to make people easy to access information and services by
new technologies. The most demanded services include welfare bound
memberships and subscriptions, intellectual training programmes, e-literacy
programmes and RTO services through Akshaya Centers.

Akshaya aims to empower individuals and communities through enhanced access to

information and also to create awareness of ICT tools and usage. So it is essential
to conduct public awareness programmes to make people more aware of Akshaya
services. More need based training programmes should be given to entrepreneurs,
which will result in effective service delivery. In order to find out the effectiveness of
the Akshaya Centers, continuous evaluation is necessary. Both district and state
level Akshaya officials have to make visits to Akshaya Centers and proper guidelines
should be given for the smooth functioning of the centres.

The efficient utilization of the information through ICT can create comprehensive
wealth for nation and improve existing quality of rural life. So, more Akshaya
Centers should be opened in villages and services made more widely available to
help in the socio-economic transformation of the poor villages. Akshaya officials
should conduct regular meetings with the entrepreneurs to discuss common
problems encountered and solutions must be chalked out. This will encourage the
entrepreneurs continue to run the Centers rather than closing down them. Since
Akshaya Centers directly link with public, thereby result in social development and
empowerment. So, these Centers are in need of support from all concerned sources
for its smooth functioning. Support and cooperation from both the State and local

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 Democratization of Information Using ICT (DEMICT) 2014

self government or Panchayath have to be improved, and then only these Centers
can improve its performance in all levels.

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