CHAPTER - VIII

CONCLUSIONS, PROBLEMS & SUGGESTIONS

8.1 Introduction
This chapter gives the findings of the study & explains details about
the conclusion of the research study.
The researcher has observed impact of e-Governance on the citizens.
Citizen Service Center (SETU) helped to promote greater the transparency
and accountability and providing a friendly interface to citizens. SETU has
provided more access to information & services to the citizens and also
improves the quality of services.
8.2 Conclusions
The researcher has drawn major conclusion from observations and
analysis of data is as follows:

§ Most of the employees of Government organization served more

than 20 years; they do not wish to learn new technology.
§ More than 75% Government departments have their own website or
linked with Government of Maharshatra website.
§ The Government of Maharashtra identified and started the
implementation for Nine Mission Mode Projects (MMP) for the
citizens of Nashik District.
§ Nashik District is on its way to provide on-line services to the
citizens by starting pilot project “E-district” under National
e-Governance Action Plan.
§ The literacy rate of the Nashik District is Males - 83.65% and
Females-64.35%

291
 § A number of Government departments initiated e-Governance in
Nashik District.
§ Most of the government organizations have started their work using
the Information Technology.
§ In Nashik District, 53% Government organization exist an Intranet
which can be used for the e-Governance project.
§ Most of the Government organizations have started updating of
websites for dual language supports.
§ The Government of Maharashtra has started web portal in Marathi
for the citizens which provides all information under 15 different
menus
§ Nashik Municipal Corporation has started various online services
through the website which includes different types of application
form, news and other information.
§ 64% citizens feel that they save the time & costs in the SETU as
compare with regular services.
§ More than 68% citizens feel that there is less corruption and
harassment on the part of government officials.
§ The awareness programs conducted for the citizens are very less.
§ The SETU offers more than 50 services to the citizens.

v Different types of Problems while implementing e-Governance:

The researcher has visited various organizations and observed that

various Government organizations including District Collector, SETU, Zilla
Parishad, and Revenue Commissioner Office are facing different type of
problems while implementing e-Governance policy.

292
 The researcher has identified the problems as:
a) Administrative Problems
b) Financial Problems
c) Implementation Problems
d) Problems related to Citizens
e) Problems related to Technical Aspect
f) Others

8.2.1 Administrative Problems:

§ The Government officers and employee have phobia of
computers.
§ The employees do not wish to learn new technology.
§ The employees have fear that they will loose their job if they
adopt e-Governance projects.
§ The Administrative Officers, Heads & Section Officers of the
organizations are not technically sound so they find to manage
networking difficult.
§ There is lack of awareness about importance of
computerization in administrative sector.
§ Most of the e-Governance projects developed with an English
language interface, majority of the citizens (88%) do not know
English so localization is missing.
§ The employees are facing the language problem.
§ There is lack of training centre for the employees.
§ No adequate Citizen Service Centre in the Nashik city as per
requirement of the population.
§ No adequate grants are available for the e-governance project.
§ Lack of proper utilization of grants.

293
§ No proper proposals about the demand of funds were
submitted to government.
§ There are no proper criteria for selecting experts in
e-Governance projects.
§ There is lack of skilled people to handle the ICT.
§ No sufficient funds are available for implementation of
project.
§ Due to the lack of technical knowledge, administrators do not
entertain external expertise.
§ Due to the lack of proper government policies, there is lack of
use of collective expertise.
§ No effective and adequate infrastructure available in
government organization to implement e-Governance project.
§ Most of the organizations has unreliable internet connectivity.
§ There is no proper participation of government & citizens to
improve the services.
§ Due to lack of adequate Management Information Systems,
e-governance project dose not function properly.
§ There is problem of connectivity between districts place and
villages.
§ There is lack of special administrative department for handling
e- Governance
§ The government policies about implementation of
e-governance are not strict so the employees always have the
second choice. This causes ineffective implementation.
§ Most of the officers lack leadership qualities. So they can’t
make the people understand the benefits of this project.

294
8.2.2 Financial Problems
§ Funds allocated & provided by the Government for
implementing e-governance project is inadequate.
§ The Maintenance cost is high
§ Financial department not competence in fund allocation
against various expenditure categories.

8.2.3 Implementation Problems

§ Without the qualified & competent technical manpower, it’s

difficult to implement the new technology. The normal users
fail to understand & handle the systems related problems
effectively.
§ Few legal issues are involved in displaying the information
publicly.
§ People are not aware of the illegal use and handling of the
information available on internet.
§ The employees can not handle the system efficiently due to
lack of adequate knowledge of handling the system.
§ Most of the softwares used in project are not user friendly.
User/employee do not understand how to interact with the
software for fulfill their requirement.
§ Most of the employee do not understand the language used in
interactive software that causes reluctance in using new
technology.
§ Most of the organization do not have broad band connection.
§ There is lack of regular electric power supply in many
organizations.

295
 § The many government offices does not have proper adequate
hardware.
§ Lack of dedicated Hardware & Network engineer for solving
hardware problems in many organizations.
§ Lack of dedicated Network engineer for solving hardware
problems in many organization
§ Maintenance cost of hardware & network is very high.
§ Most of the departments lack of regular and centralized
backup system.
§ Fear in people to tackle with handling instantly switched to
new system.

8.2.4 Problems related to Citizens

§ The annual income of the citizens is very low so they can not
afford the Internet services
§ They can not pay the charges of Internet connectivity,
hardware cost and installation cost.
§ There is a lack of computer literacy.
§ The cost of web use is charged on a per minute basis. These
charges are very high and not affordable.
§ There is lack of communication among the SETU and other
concerned departments.
§ Insufficient Citizen Service centers in the Nashik city.
§ Inadequate infrastructure creates problem in implementing the
e-governance projects. It affects transactions & processing
time.
§ The official working hours of CSC are causing inconvenience
to the working citizens.

296
 § Citizens facing a lot of difficulties at the time of using the
services from CSC. There is no proper help desk to guide the
process of CSC.
§ No strategy or policy to increase citizens confidence and trust
on government services.
§ No clear and accurate information about each service &
transactions provided by government.
§ Citizens cannot use the e-Governance channel to follow-up
and track the progress of their transactions conveniently.
§ The information available on the web site is hardly updated.
§ The citizens are reluctant to adopt the online lifestyle.
§ Most of the citizens faced the ownership & monopoly problem
of the SETU.

8.2.5 Problems related to Technical Aspect

§ Most of the villages lack broad band connections that require

for network connectivity.
§ The power shutdown problem creates problem in service
providing.
§ No sufficient skilled manpower for maintaining and repairing
computer systems and network.
§ Frequency of up gradation of web portal is very less.
§ Application forms available on web are found in the form of
old versions for long period.
§ For searching information on web, a lot of efforts and
interactions are needed.
§ The quality of the Internet connection is very poor.

297
8.2.6 Others

§ Government employees are reluctant to try new things for the

sake of development of country.
§ Most of the employees are unaware of the computer
operations due to unavailability of sufficient computing
resources.
§ Normally the employees are psychologically not ready to face
the problems that arise due to new technology. This is because
of the mental block.
§ The citizens are not well aware to handle the computer & ICT.

8.3 Testing of Hypotheses

The hypotheses of this research is as under:

H1: Maharashtra state is a progressive state in India. The progress,

development & strategy for e-Governance in Government
organizations are being implemented by the government to
improve its efficiency and effectiveness.
H2: Government organizations are facing various problems while
implementing e-Governance policy and same can be solved.

The researcher has collected information through primary and

secondary sources of data. The researcher has classified, coded and
tabulated the information and applied statistical techniques and find out
conclusions. By considering conclusions the researcher explains the policy
and programme regarding the improvement in services of e-Governance and
nearly 100% effective & successful implementation of e- Governance in
Maharashtra. It is observed and found that the Maharashtra State is

298
progressive state in India. It has a separate policy of e-Governance and
made financial provisions and training program for effective implementation
of e-Governance policy in MS so that it can be concluded that the first
hypothesis has been proved with the help of such information.
The second hypothesis of this research is "Government organizations
are facing various problems while implementing e-Governance policy and
same can be removed.”
The researcher has visited various organizations for collecting
information. The researcher has used Questionnaire, Interviews and
observation as the methods for data collection. The researcher observed that
various Government organizations including District Collector office, Zilla
Parishad, and Revenue Commissioner Office are facing different type of
problems while implementing e-Governance policy. These problems can be
solved by suggested recommendations. Therefore it is also concluded that
the second hypothesis has been proved.

8.4 Suggestions

The researcher has observed that various Government organizations

are facing different type of problems while implementing e-Governance
projects. The researcher has identified some factors which are affecting the
e-Governance project. By considering these problems researcher has
developed e-Governance model for implementation and successful
execution of e-Governance. If these factors are considered at the time of
implementation and execution of the project, researcher is sure that
e-Governance in Nashik District will be more efficient and effectiveness.

299
 Technology

Awareness About Projects Transparency

Change of Attitude Accountability

Education Infrastructure

Successful
Public-Private-Partnership Clarity of Policy
e-Governance
Define Milestone Training to Manpower

Benchmarking Management of Change

Adequate Fund Strong Leadership

Political Support

Model for Successful e-Governance

Figure No.8.1 Model for successful e-Governance

The researcher has also observed the problems and these problems can be
removed by suggested recommendations.

8.4.1 With the Perspective of Administration:

§ For effective implementation, the employees, who resists the
change need the psychological counseling. This counseling
will clear their doubts and they may realize the importance of
implementation of new technology.
§ The implementation of e-Governance projects improves the
interaction between government and citizens, and increases
the administrative effectiveness and efficiency in the
government operations.

300
§ To make employee computer savvy, the government should
encourage to purchase the computers and should make
financial provision available to employee.
§ The proper training should be arranged for new employees.
§ e-Governance projects mostly developed in English language,
majority of citizens do not understand English, so
implementation of these projects in local languages is
suggested.
§ The Government of Maharashtra should create or start State
Training Institute in District place or a region.
§ The District collector should start four extra Citizen Service
Centers in Nashik City only.
§ The Government of Maharashtra should reserve the funds for
the e-Governance project in financial budged in every year.
§ The District Collector should make the policy for utilization of
funds.
§ Design & implement proper criteria to select experts for the
e-Governance projects.
§ There should be adequate number of technical person for
giving proper technical support.
§ In government organization all the expertise required is not
present within the government and cannot be created by
retraining existing employees. Accessing the skills outside the
government and combination of skills within the government
make existing system into effective.
§ For the implementation of the project, Government should
provide adequate infrastructure & site for the services.

301
§ The Collector should form the apex body which includes the
citizens, political and technical persons headed by the
Collector.
§ The GoM should provide the internet connectivity to every
Grampanchayat of the District.
§ There should be isolated Administrative department to handle
only e-Governance projects.
§ A centralized CSC should be well equipped so that all users
should get whatever information they want at one central
point.
§ Promoting a concept of government as a learning organization
is important for success in implementation of e-Governance
§ There should be trained and cooperative manpower for
effective implementation of e-Governance.
§ The government officers should have good leadership qualities
so that they can select the group of enthusiastic employees and
make them ready to be a part of successful implementation of
launching the project.
§ Training camp for citizens & users should be arranged in
every village.
§ Develop a portal which provides services directory such that
the citizens may avail the services without the need to know
origin of the service.
§ The software should prefer to use the local language for
increasing the interest of user in new technology.

302
8.4.2 With the Perspective of Financial:

§ The government should take steps to ensure sufficient

budgetary allotment for development of e-Governance.
§ The government should maintain & execute their portals &
websites themselves.
§ Government should collaborate with major IT industries such
as TCS, Wipro, and Infosys etc. to initiate the e-Governance
projects.
§ e-Governance project can be executed on the basis like Build-
Operate-Transfer (BOT) and Build-Own-Operate-Transfer
(BOOT).

8.4.3 With the Perspective of Implementation:

§ The District Collector should appoint dedicated technical

person for SETU project, who can solve the hardware
problems.
§ Awareness programs for the citizens should be organized in
the villages.
§ Provide in-house training for the employees of the department
with practical exposure.
§ There should be proper interactive, user friendly software with
familiar language support.
§ Government should provide the reliable internet connection
with high bandwidth from Bharat Sanchar Nigam Limited.
§ Government should provide dedicated internet line to the
SETU.
§ There should be an arrangement of uninterrupted power
supply to the department.

303
 § The government should purchase the equipments with latest
configuration and high quality.
§ Appoint or depute permanent maintenance engineer to solve
the problem.
§ The operator of SETU should take the backup of data after
office hours every day.
§ The Government should launch the concept of paperless
office. Every notice to the employee must be sent in electronic
form that makes compulsion to user to access the mail service
regularly eventually the learning process speeds up.
§ A special backup operating department should be launched.

8.4.4 With the Perspective of Citizens:

§ The government should provide the computers to economical
backward class by applying subsidy scheme.
§ Define the policy for special income group to provide the
computers, internet connections and other equipments.
§ Start the computer literacy program through the authorized
training center by charging affordable fee.
§ Provide the basic computer course to the citizen like MSC-IT,
AMSC-IT or ‘O’ level certificate course of DIT, Government
of India in concession fee as per their income group.
§ The charges of internet usage are very high, start the kiosk in
every village to provide internet facility as well as government
related information.
§ There should State Data Center (SDC) and District Data
Center (DDC), which should be connected to all State
Departments, Mantralays, District department, Tahsil offices
and Grampanchayat.

304
§ District Collector should start the number of CSC to citizens
depending upon the population.
§ A national ID scheme should be launched for efficient service.
§ Increase the number of counters in SETU to accept and
receive the application form in peak transaction period.
§ Depute the Government officers in peak day and peak time
period for authentic verification of documentation.
§ The CSC should provide the services on holidays and after
Office hours.
§ The CSC should start the help desk to provide the information
about the government services.
§ Common citizens always in confusion to identify the right
official or office to avail the Government service so issue the
information brochure.
§ Government should start the awareness programs to the
citizens so that they can trust on the government services.
§ Government should provide the accurate information and
transactions under SETU by displaying the boards, charts or
by using digital media.
§ There should be up gradation of Government website once in
a week.
§ Government should monitor and keep track on every
transaction of the departments regularly.
§ Government should take feedback regularly.
§ There should be two-way communication between
Government and Citizens not only for services but also to
receive the opinions of citizens on policies and government
performance.

305
 § Government should start online councils, portals for the
citizens.
§ Up gradation of the forms which are available on the web
should be done everyday.
8.4.5 With the Perspective of Technical Aspects:

§ Government should provide dial-up internet connectivity if

there is problem for broadband connection.
§ The employees of the government organizations should be
trained by provide add-on or value added training.
§ Government should update web portals at least every seven
days and changes in the web portal should upload within one
working day.
§ Government should design standards of systems, applications
and processes across the District and State.
§ Government should provide the high speed internet
connectivity.
§ Maintenance expenses should be borne by the citizens against
the facility of service provided by the government & availed
by the citizens.

8.4.6 With the Perspective of others:

§ There should be psychological counseling for the employees

involved in the e-Governance projects.
§ Government should try to make the employees tech-savvy.
§ Benchmarks should be reviewed regularly.
§ There should be an establishment having incentive structure for
supporting and encouraging e-Governance.
§ e-Governance should be launched through parallel implementation
strategy.

306