Citizens- Expectations from Rural Telecentres: A Case Study of Implementation of Common Service Centres in Mushedpur Village, Haryana, India
Setting up of rural telecentres, popularly referred to as
Common Service Centres (CSCs), are considered one of the initial
forerunners of rural e-Governance initiatives under the Government
of India-s National e-Governance Plan (NeGP). CSCs are
implemented on public-private partnership (PPP) – where State
governments play a major role in facilitating the establishment of
CSCs and investments are made by private companies referred to as
Service Centre Agencies (SCAs). CSC implementation is expected to
help in improving public service delivery in a transparent and
efficient manner. However, there is very little research undertaken to
study the actual impact of CSC implementation at the grassroots
level. This paper addresses the gap by identifying the circumstances,
concerns and expectations from the point-of-view of citizens and
examining the finer aspects of social processes in the context of rural
e-Governance.
[1] Buckley, J. (2003), "E-Service quality and the public sector", Managing
Service Quality, 13(6), 453-462.
[2] Cecchini, S., & Raina, M. (2005), "Electronic Government and the rural
poor: the case of Gyandoot", Information Technologies and
International Development, 2(2), 65-75.
[3] Dada, D. (2006), "The failure of e-government in developing countries:
A literature review", The Electronic Journal of Information Systems in
Developing Countries, 26(7), 1-10.
[4] Department of Information Technology (DiT) (2009), eDistGuidelines.
Retrieved October 2009, from
www.mit.gov.in/download/eDistGuidelines_Feb09 (rev1).pdf.
[5] Government of India, Department of Information Technology (DiT)
(2006, "E-Readiness assessment of States/UTs. India: E-Readiness
assessment report", New Delhi, Retrieved May 2007, from
www.mit.gov.in/content/report-2006.
[6] Gupta, M. P., & Jana, D. (2003), "E-government evaluation: a
framework and case study", Government Information Quarterly, 20,
365-387.
[7] Heeks, R., & Davis, A. (1999), "Different approaches to information age
reform", in Heeks R. (Ed.) Reinventing Government in the Information
Age: IT-Enabled Public Sector Reform, London: Routledge.
[8] IL&FS (2006), "The Common Services Centre Scheme, Retrieved April
2011, from
www.ilfsindia.com/downloads/bus_concept/CSC_ILFS_website.pdf.
[9] Jauhari, V. (2004), "Information technology, corporate business firms
and sustainable development: lessons from cases of success from
India",in International Seminar on e-Commerce and Economic
Development, New-Delhi, Foundation for Public Economics and Policy
Research.
[10] Mayoux, L. (2006), "Quantitative, qualitative or participatory? which
method, for what and when?", in V. Desai & R. Potter (Eds.), Doing
Development Research (pp.115-129), New Delhi: Sage Publications.
[11] Pujar, S.M., Kamat, R.K., Bansode, S.Y., Kamat, R.R., & Katigennavar,
S.H. (2008), "Identifying and exploiting human needs for a people
centric evolving knowledge society: A case study of Indian ICT
Emergence", The International Information & Library Review, 40, 165-
170.
[12] Toyama, K., Karishma, K., Pal, D. M., Joyojeet, S. S., & Srinivasan J.
(2005), "PC kiosks trends in rural India", Seminar on Policy Options
and Models for Bridging Digital Divides, Tampere, Finland, Retrieved
May 2006, from http://www.globaldevelopment.org/papers/.
[1] Buckley, J. (2003), "E-Service quality and the public sector", Managing
Service Quality, 13(6), 453-462.
[2] Cecchini, S., & Raina, M. (2005), "Electronic Government and the rural
poor: the case of Gyandoot", Information Technologies and
International Development, 2(2), 65-75.
[3] Dada, D. (2006), "The failure of e-government in developing countries:
A literature review", The Electronic Journal of Information Systems in
Developing Countries, 26(7), 1-10.
[4] Department of Information Technology (DiT) (2009), eDistGuidelines.
Retrieved October 2009, from
www.mit.gov.in/download/eDistGuidelines_Feb09 (rev1).pdf.
[5] Government of India, Department of Information Technology (DiT)
(2006, "E-Readiness assessment of States/UTs. India: E-Readiness
assessment report", New Delhi, Retrieved May 2007, from
www.mit.gov.in/content/report-2006.
[6] Gupta, M. P., & Jana, D. (2003), "E-government evaluation: a
framework and case study", Government Information Quarterly, 20,
365-387.
[7] Heeks, R., & Davis, A. (1999), "Different approaches to information age
reform", in Heeks R. (Ed.) Reinventing Government in the Information
Age: IT-Enabled Public Sector Reform, London: Routledge.
[8] IL&FS (2006), "The Common Services Centre Scheme, Retrieved April
2011, from
www.ilfsindia.com/downloads/bus_concept/CSC_ILFS_website.pdf.
[9] Jauhari, V. (2004), "Information technology, corporate business firms
and sustainable development: lessons from cases of success from
India",in International Seminar on e-Commerce and Economic
Development, New-Delhi, Foundation for Public Economics and Policy
Research.
[10] Mayoux, L. (2006), "Quantitative, qualitative or participatory? which
method, for what and when?", in V. Desai & R. Potter (Eds.), Doing
Development Research (pp.115-129), New Delhi: Sage Publications.
[11] Pujar, S.M., Kamat, R.K., Bansode, S.Y., Kamat, R.R., & Katigennavar,
S.H. (2008), "Identifying and exploiting human needs for a people
centric evolving knowledge society: A case study of Indian ICT
Emergence", The International Information & Library Review, 40, 165-
170.
[12] Toyama, K., Karishma, K., Pal, D. M., Joyojeet, S. S., & Srinivasan J.
(2005), "PC kiosks trends in rural India", Seminar on Policy Options
and Models for Bridging Digital Divides, Tampere, Finland, Retrieved
May 2006, from http://www.globaldevelopment.org/papers/.
@article{"International Journal of Business, Human and Social Sciences:59042", author = "Charru Malhotra and Girija Krishnaswamy", title = "Citizens- Expectations from Rural Telecentres: A Case Study of Implementation of Common Service Centres in Mushedpur Village, Haryana, India", abstract = "Setting up of rural telecentres, popularly referred to as
Common Service Centres (CSCs), are considered one of the initial
forerunners of rural e-Governance initiatives under the Government
of India-s National e-Governance Plan (NeGP). CSCs are
implemented on public-private partnership (PPP) – where State
governments play a major role in facilitating the establishment of
CSCs and investments are made by private companies referred to as
Service Centre Agencies (SCAs). CSC implementation is expected to
help in improving public service delivery in a transparent and
efficient manner. However, there is very little research undertaken to
study the actual impact of CSC implementation at the grassroots
level. This paper addresses the gap by identifying the circumstances,
concerns and expectations from the point-of-view of citizens and
examining the finer aspects of social processes in the context of rural
e-Governance.", keywords = "Capacity Building, Citizens' Participation, e-
Government, NeGP, PPP, Rural Telecentres", volume = "5", number = "5", pages = "651-7", }