Limitations of Selected e-Governance Services in India: Policy Change as Solution for Experience Enhancement of Citizen Services
This paper identifies limitations of existing two e-
Governance services viz. railway ticket booking and passport service
in India. The comparison has been made as to how in the past these
two citizen services were operating manually and how these services
are taken online via e-Governance. Different e-Governance projects,
investment aspects, and role of corporate are discussed. For Indian
Railway online ticketing a comparison has been made between state
run booking website and popular private firm run booking websites.
For passport service, observations through personal visit to passport
center is described. Suggestions are made to improve these services
further to improve citizen service experiences.
[2] V. Sood, and I. Nandakumar, “Delayed payments, lower profits
discourage IT firms from bidding for government contracts,” Economic
Times, May 15, 2014.
[3] India IT-BPO Performance, 2010. (http://survey.nasscom.in/sites/
default/files/researchreports/softcopy/STR'2011_India%20Performance.
pdf).
[4] “Business Innovation through Technology: E-Governance,” SETLabs
Briefings, vol. 9, No. 2, 2011.
[5] “Broadband: The lifeline of Digital India, Deloitte-Aegis,” Nov 2014.
(http://www2.deloitte.com/content/dam/Deloitte/in/Documents/technolo
gy-media-telecommunications/in-tmt-broadband-noexp.pdf).
[6] A. Srivastava, “E-Governance for All: Initiatives and Challenges ahead,”
Transparency Review-Journal of Transparency Studies, vol. VI, no. 2,
May, 2013.
[7] National e-Governance Plan, Background Papers, 12 Nov, 2010, New
Delhi. (https://negp.gov.in/templates/pdfs/12th_Nov_NAG_261110.pdf)
[8] R. K. Bagga, and P. Gupta, “Transforming Government: e-Governance
Initiatives in India,” The ICFAI University Press, 2009.
[9] S. Madon, “E-governance for development: a focus on rural
India. Technology, work and globalization,” Palgrave Macmillan,
Basingstoke, UK, 2009.
[10] S. Singh, “Estimating the level of rail- and road-based passenger
mobility in India,” Indian Journal of Transport Management, vol. 24,
pp. 771–781, 2000.
[11] S. Sahney, K. Ghosh, and A. Shrivastava, “Consumer personality in
railway e-ticketing: conceptualization and empirical testing in Indian
context,” International Journal of Business, Management and Social
Sciences, vol. 1, no. 1, pp. 9–20, 2010.
[12] S. Luo, and T. Lee, “The influence of trust and usefulness on customer
perceptions of e-service quality, social behavior and personality,” vol.
39, no. 6, pp. 825–838, 2011.
[13] P. M. Devi, and S. B. Raja, “Impact of Service Quality Management
(SQM) Practices on Indian Railways - A Study of South Central
Railways,” International Journal of Business and Management, vol. 5,
no. 9, pp. 139–146, 2010.
[14] A. Garai, and M. Finger, “Using governance framework for egovernance
development: An analysis of the Indian rail transport,” in
Proc. 4th Intl Conf. on Theory and Practice of Electronic Governance,
pp. 96–102, 2010.
[15] O. P. Agarwal, “Managing Privately Procured Rail Transit Systems: A
Case Study of Tren Urbano,” Unpublished doctoral dissertation,
Massachusetts Institute of Technology, 1998.
[16] K. S. Raman, and S. Wig, “Risk management in large information
systems projects: a case study of the Indian railways computerized
passenger reservation system, Journal of Management, vol. 39, no. 1,
pp. 33–54, 2009.
[17] S. Srivastava, S. Mathur, and S. T. Thompson, “Modernization of
passenger reservation system: Indian Railways’ dilemma,” Journal of
Information Technology, vol. 22, pp. 432–439, 2007.
[18] R. K. Dutta, and P. Mohapatra, “Technological Upgrading and Energy
Demand Scenarios for Indian Railways - A System Dynamics Study,
Technological Forecasting and Social Change,” vol. 34, pp. 145–178,
1988.
[19] H. Al-Omari, A. Sharieh, M. Hilo, and M. Dawoud, “Passport Services
Online in Jordan,” (https://www.uop.edu.jo/CSIT2006/vol3%20pdf/
pg445.pdf).
[20] M. Hamner, and F. Al-Qahtani, “Enhancing the case for Electronic
Government in developing nations: A people-centric study focused in
Saudi Arabia,” Government Information Quarterly, vol. 26, no.1, pp.
137–143, Jan 2009.
[21] T. Reuner, “On the Case: TCS – Indian Passport Office Transforming
public sector services through process re-engineering and digitization,”
21 Jan 2014. (Retrieved from http://www.tcs.com/resources/
case_studies/Pages/TCS-Indian-Passport-Office-Ovum.aspx)
[22] http://eindia.eletsonline.com/2013/Hyderabad/Governance/passportseva-
project-tata-consultancy-services-limited-govt-isu/
[23] P. Mishra, and N. Shivapriya, “TCS, Infosys, Wipro sweat over govt IT
projects,” Economic Times, Oct 20, 2009.
[24] A. Kshitij, “Market capitalisation math: TCS = Infosys + Wipro + HCL
Tech + Tech Mahindra”, Economic Times, June 30, 2014.
[25] A. Ray, and R. Kundu, “Touts still make a killing over passports,” Time
of India, Feb 1, 2013.
[26] “Acceptance of Registered Rent Agreement as a Valid Proof of Address
in Respect of Tenants for Grant of Passport Facilities,” Circular No.
VI/402/2/37/2014(8), Government of India, Ministry of External Affairs,
CPV Division, New Delhi, 30 July, 2014.
[27] http://articles.economictimes.indiatimes.com/2013-03-
11/news/37623854_1_rent-agreement-tenant-arbitrary-eviction
[2] V. Sood, and I. Nandakumar, “Delayed payments, lower profits
discourage IT firms from bidding for government contracts,” Economic
Times, May 15, 2014.
[3] India IT-BPO Performance, 2010. (http://survey.nasscom.in/sites/
default/files/researchreports/softcopy/STR'2011_India%20Performance.
pdf).
[4] “Business Innovation through Technology: E-Governance,” SETLabs
Briefings, vol. 9, No. 2, 2011.
[5] “Broadband: The lifeline of Digital India, Deloitte-Aegis,” Nov 2014.
(http://www2.deloitte.com/content/dam/Deloitte/in/Documents/technolo
gy-media-telecommunications/in-tmt-broadband-noexp.pdf).
[6] A. Srivastava, “E-Governance for All: Initiatives and Challenges ahead,”
Transparency Review-Journal of Transparency Studies, vol. VI, no. 2,
May, 2013.
[7] National e-Governance Plan, Background Papers, 12 Nov, 2010, New
Delhi. (https://negp.gov.in/templates/pdfs/12th_Nov_NAG_261110.pdf)
[8] R. K. Bagga, and P. Gupta, “Transforming Government: e-Governance
Initiatives in India,” The ICFAI University Press, 2009.
[9] S. Madon, “E-governance for development: a focus on rural
India. Technology, work and globalization,” Palgrave Macmillan,
Basingstoke, UK, 2009.
[10] S. Singh, “Estimating the level of rail- and road-based passenger
mobility in India,” Indian Journal of Transport Management, vol. 24,
pp. 771–781, 2000.
[11] S. Sahney, K. Ghosh, and A. Shrivastava, “Consumer personality in
railway e-ticketing: conceptualization and empirical testing in Indian
context,” International Journal of Business, Management and Social
Sciences, vol. 1, no. 1, pp. 9–20, 2010.
[12] S. Luo, and T. Lee, “The influence of trust and usefulness on customer
perceptions of e-service quality, social behavior and personality,” vol.
39, no. 6, pp. 825–838, 2011.
[13] P. M. Devi, and S. B. Raja, “Impact of Service Quality Management
(SQM) Practices on Indian Railways - A Study of South Central
Railways,” International Journal of Business and Management, vol. 5,
no. 9, pp. 139–146, 2010.
[14] A. Garai, and M. Finger, “Using governance framework for egovernance
development: An analysis of the Indian rail transport,” in
Proc. 4th Intl Conf. on Theory and Practice of Electronic Governance,
pp. 96–102, 2010.
[15] O. P. Agarwal, “Managing Privately Procured Rail Transit Systems: A
Case Study of Tren Urbano,” Unpublished doctoral dissertation,
Massachusetts Institute of Technology, 1998.
[16] K. S. Raman, and S. Wig, “Risk management in large information
systems projects: a case study of the Indian railways computerized
passenger reservation system, Journal of Management, vol. 39, no. 1,
pp. 33–54, 2009.
[17] S. Srivastava, S. Mathur, and S. T. Thompson, “Modernization of
passenger reservation system: Indian Railways’ dilemma,” Journal of
Information Technology, vol. 22, pp. 432–439, 2007.
[18] R. K. Dutta, and P. Mohapatra, “Technological Upgrading and Energy
Demand Scenarios for Indian Railways - A System Dynamics Study,
Technological Forecasting and Social Change,” vol. 34, pp. 145–178,
1988.
[19] H. Al-Omari, A. Sharieh, M. Hilo, and M. Dawoud, “Passport Services
Online in Jordan,” (https://www.uop.edu.jo/CSIT2006/vol3%20pdf/
pg445.pdf).
[20] M. Hamner, and F. Al-Qahtani, “Enhancing the case for Electronic
Government in developing nations: A people-centric study focused in
Saudi Arabia,” Government Information Quarterly, vol. 26, no.1, pp.
137–143, Jan 2009.
[21] T. Reuner, “On the Case: TCS – Indian Passport Office Transforming
public sector services through process re-engineering and digitization,”
21 Jan 2014. (Retrieved from http://www.tcs.com/resources/
case_studies/Pages/TCS-Indian-Passport-Office-Ovum.aspx)
[22] http://eindia.eletsonline.com/2013/Hyderabad/Governance/passportseva-
project-tata-consultancy-services-limited-govt-isu/
[23] P. Mishra, and N. Shivapriya, “TCS, Infosys, Wipro sweat over govt IT
projects,” Economic Times, Oct 20, 2009.
[24] A. Kshitij, “Market capitalisation math: TCS = Infosys + Wipro + HCL
Tech + Tech Mahindra”, Economic Times, June 30, 2014.
[25] A. Ray, and R. Kundu, “Touts still make a killing over passports,” Time
of India, Feb 1, 2013.
[26] “Acceptance of Registered Rent Agreement as a Valid Proof of Address
in Respect of Tenants for Grant of Passport Facilities,” Circular No.
VI/402/2/37/2014(8), Government of India, Ministry of External Affairs,
CPV Division, New Delhi, 30 July, 2014.
[27] http://articles.economictimes.indiatimes.com/2013-03-
11/news/37623854_1_rent-agreement-tenant-arbitrary-eviction
@article{"International Journal of Business, Human and Social Sciences:68855", author = "Chaitanya Vyas", title = "Limitations of Selected e-Governance Services in India: Policy Change as Solution for Experience Enhancement of Citizen Services", abstract = "This paper identifies limitations of existing two e-
Governance services viz. railway ticket booking and passport service
in India. The comparison has been made as to how in the past these
two citizen services were operating manually and how these services
are taken online via e-Governance. Different e-Governance projects,
investment aspects, and role of corporate are discussed. For Indian
Railway online ticketing a comparison has been made between state
run booking website and popular private firm run booking websites.
For passport service, observations through personal visit to passport
center is described. Suggestions are made to improve these services
further to improve citizen service experiences.
", keywords = "e-Governance, citizen services, Indian Railways,
passport.", volume = "9", number = "1", pages = "220-8", }
