Limitations of Selected e-Governance Services in India: Policy Change as Solution for Experience Enhancement of Citizen Services
Authors: Chaitanya Vyas
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.
Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1338068Procedia APA BibTeX Chicago EndNote Harvard JSON MLA RIS XML ISO 690 PDF Downloads 2703
 V. Sood, and I. Nandakumar, “Delayed payments, lower profits discourage IT firms from bidding for government contracts,” Economic Times, May 15, 2014.
 India IT-BPO Performance, 2010. (http://survey.nasscom.in/sites/ default/files/researchreports/softcopy/STR'2011_India%20Performance. pdf).
 “Business Innovation through Technology: E-Governance,” SETLabs Briefings, vol. 9, No. 2, 2011.
 “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).
 A. Srivastava, “E-Governance for All: Initiatives and Challenges ahead,” Transparency Review-Journal of Transparency Studies, vol. VI, no. 2, May, 2013.
 National e-Governance Plan, Background Papers, 12 Nov, 2010, New Delhi. (https://negp.gov.in/templates/pdfs/12th_Nov_NAG_261110.pdf)
 R. K. Bagga, and P. Gupta, “Transforming Government: e-Governance Initiatives in India,” The ICFAI University Press, 2009.
 S. Madon, “E-governance for development: a focus on rural India. Technology, work and globalization,” Palgrave Macmillan, Basingstoke, UK, 2009.
 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.
 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.
 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.
 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.
 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.
 O. P. Agarwal, “Managing Privately Procured Rail Transit Systems: A Case Study of Tren Urbano,” Unpublished doctoral dissertation, Massachusetts Institute of Technology, 1998.
 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.
 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.
 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.
 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).
 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.
 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)
 http://eindia.eletsonline.com/2013/Hyderabad/Governance/passportseva- project-tata-consultancy-services-limited-govt-isu/
 P. Mishra, and N. Shivapriya, “TCS, Infosys, Wipro sweat over govt IT projects,” Economic Times, Oct 20, 2009.
 A. Kshitij, “Market capitalisation math: TCS = Infosys + Wipro + HCL Tech + Tech Mahindra”, Economic Times, June 30, 2014.
 A. Ray, and R. Kundu, “Touts still make a killing over passports,” Time of India, Feb 1, 2013.
 “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.
 http://articles.economictimes.indiatimes.com/2013-03- 11/news/37623854_1_rent-agreement-tenant-arbitrary-eviction