Chapter-4 Observations, Result and Discussion Page No.

149

OBSERVATIONS, RESULT AND DISCUSSION

As mentioned in the Material & Method chapter, within several observations, results
and across discussions will be presented in this fourth chapter of the thesis. At first,
observations given from empirical data gathered of previous research studies &
analysis with compare with previous delivery architecture and purposed deliverance
model within an integrated implementation. In this fourth chapter, observations are
given on the basis of review of related materials and with the result I present a
integrated solution architecture I gave the name of this the solution architecture is E-
DISC architecture. And at end of this chapter I drawn discussion as some view points
according to my analysis of empirical data, architectures and attitude based.

4.1 OBSERVATIONS

4.1.1 E-Governance And Integration

Following observations are related to e-Governance and Integration as previous

mentioned review of literature and through out the entire research study to
describe e-Governance and integration:

i. It is well-known that integrated and collaborated force is one of the most

significant assets of any country, state, region and association & e-Governance
play a vital role in there development. Integrated system faced many
challenges in planning, creation, propagation and implementation within a
technological part.

ii. Integrated e-Governance technology provides a user- oriented approach to

novel and hidden patterns in the data. Healthcare administrators to improve
the quality of service can use the discovered knowledge. The medical
practitioners to reduce the number of adverse drug effect, to suggest less
expensive therapeutically equivalent alternatives, can also use the discovered
knowledge. Following are some of the important areas of interests where data
mining techniques can be of tremendous use in health care management.
Chapter-4 Observations, Result and Discussion Page No. 150

iii. Structured ICT infrastructure support e-government to communicate with

citizens in well manner.

iv. E-Governance play a vital Role with ICT infrastructure for successful E-
government and make possible to get benefits from new technology, to
provide services to citizens and society, to increase interaction between citizen
and Government and also to make the delivery of information & service
process easier for citizens and Government.

v. E-Governance help to support stimulate and manage affairs of a small level to

high level at all small to big areas.

vi. E-governance participates as a constructive role in inside operations in

Government services to citizens, organizations and businesses by providing
facilities to faster communication between inter department. E-governance
reduces the use of paper work with more efficiency.

vii. E-Governance is needed for various applications such as data modeling,

Executive Information System, Forecasting the cost and demand of resources.

viii. Citizens’ participation in government decision-making process only by e-

Governance because E-governance allows citizen and private business
partners to participate in government activities and operations.

ix. E-Governance provides several opportunities of getting services in effective

manner such as by provides improved and reliable information and services,
by provides under one roof and single window services throughout the proper
channel, by reduce cost and by provides transparency. So, citizen's trust on
Government increase and it also increase association between Government
and private agencies.

x. It held to reduce corruption and improve the living standard of the common
citizen.
Chapter-4 Observations, Result and Discussion Page No. 151

4.1.2 Appliances of e-Governance:

According to my observation of research study, Government uses IT. E-

Governance is a extremely valuable tool of ICTs for effective and efficient
delivery of information & services towards the entire society. In broad level
appliances or applications of e-Governance can be categories as Government-to-
Citizens (G2C), Government-to-Business (G2B), Government-to-Government
(G2G) and Government-to-Employee (G2E).

4.1.3 Complexities, Issues and Challenges

I observed following points those are related to complexities, issues, challenges in

front of implementation of e-Governance according to previous mentioned
studies, factual reviews and my analysis:

i. Willingness regarding integrated e-Governance in the citizen is high but lack

of availability of skilled personnel is a major problem.

ii. Issue of actual authoritarian is a big hurdle in front of Integration and e-

Governance working process. According to various authors be deficient of
ownership of data, information and services are creating difficulties.

iii. Privacy of Economical & personal data of with inadequate infrastructure is

creates barrier for implementation.

iv. Political unwillingness is also a major barrier in E-governance implementation

is the slow speed.

v. Conservative nature and unfriendly working attitude of Government

employees towards digital services is also a critical challenge towards e-
Governance implementation.

vi. Lack of resources, required infrastructure and funding issues are major
difficulties towards e-Governance.

vii. Develop cooperative nature and healthy relation within each other in action of
Chapter-4 Observations, Result and Discussion Page No. 152

work in public-private-participation (PPP) is a really very dangerous

challenge.

viii. Defining the clear rules towards various organizations with exchanging the
data for Integration.

ix. Formation of appropriate infrastructure and sufficient funds with involvement

of human resources.
x. Criteria to decide priorities of work to be done for the citizens and businesses
and government.
xi. Making policies for Government human resources for changing intellect
working style and Decision for area of contribution of Private sector in
delivery and implementation framework.
xii. Lack of Participations of Society, public and private sectors and Language
Dominance
xiii. Establishing proper mechanism for monitoring and evaluation of the various
undergoing projects.
xiv. Development proper awareness about the e-Governance projects and their
benefits and reduce technical illiteracy
xv. Development of low cost solutions with the use of open source software and
adoption of e-governance standards and security issues are very critical.
xvi. Re-engineering the Government Process and G2C, G2B, G2G services and
evaluation of re-engineering projects.
xvii.
xviii.
xix.
Chapter-4 Observations, Result and Discussion Page No. 153

4.1.4 Necessity To Change Existing Organism:

If any system is required to be changed, it does not only depend on the
organization aspect, additionally it also depends on the external sources. All the
internal and external sources, in combined form can lead to need to change any
exiting system. Following figure 4.1 shows why the change in the old system is
required by various sources? :

Figure: 4.1 Major Sources of change

Chapter-4 Observations, Result and Discussion Page No. 154

The various sources require change to be implemented so it will result in the

development of new system. There are various external and internal sources to be
described, as given below:

External Sources:

i. Government Policies, rules & regulations sometimes lead to change some

important procedures, some format etc.

ii. Consumers can give their feedbacks about the existing systems and want
to change such by a new system.

iii. Unions like the union of truck divers wants some type of modification

iv. The market competition arises suddenly and now it is essentially required
to modify or replace the existing system to include new hardware,
software & technologies etc.

Internal Sources:

i. Organization itself wants to add some advanced technology to modify the

existing applications or to make an improvement in it, like an organization
acquires another organization.

ii. Top management can also require the changes, like related to the cost.

iii. User factors also sometimes require the change, like for any risk &
potential returns.

iv. Even the investigator him-self (system analyst) may require it.

4.1.5 Need to Develop Integrated Deliverance Model

There are several points which are exploring the necessity for the effective
integrated deliverance model or architecture.
i. To provide data privacy and personal identity
Chapter-4 Observations, Result and Discussion Page No. 155

ii. To Trust in e-government system.

iii. To improve Information quality

iv. To E-participation, citizen engagement and democratic processes within an

integrated system.

v. To provide intelligent information and knowledge management with

Governance of public-private-civic sector relationships

vi. To Assessing the value of government ICT investments.

vii. To provide Mission-oriented goals and performance management

viii. To make Government’s role in the virtual world and e-Government in the
context of socio- demographic change

ix. To Semantic and cultural interoperability of public services

The public of Bikaner division are really need this project due to various type
of persons meets here for their own different type of work while among persons have
technical process of work but they are not communicate properly. This project
provides several types of work with the finite and clearly defined process as
mentioned so it could be a user friendly and useful for citizens of Bikaner division. So
the several types of necessities of this project but following points are explored the
main objectives/ necessity for proposed of E-Governance project.

i. To integrate Information Technology in government departments and wide reach

of information to the community – people are generally demanding increased
access to electronically publish.

ii. To generate the better revenues and better citizens services at a single place
through number of terminals to be installed in various location of the city to
facilitate citizens for making payments and other services.
iii. To create better office administration environment in the several departments.
Chapter-4 Observations, Result and Discussion Page No. 156

iv. To increase the communication between one department to other department and
achieve the policy of working with together in healthy environment.

v. For Transparency of the actual data between the end users and concerned
government department.

vi. To create better Management Information System (MIS) for various services.
And To provide healthy and great interface with citizens

vii. E-Governance project has a comprehensive Web portal to provide live data linked
dynamic information along with static information.

viii. An approach for total accuracy and transparency in working of the corporation
and Registration of complaints of citizens & feedback regarding their reprisal.

ix. To improve the ability to find information – for some people, the ability to find
information has been the greatest benefit. It has enabled them to understand more
about their government and to find the support program that meets their specific
needs and Reducing costs and ensuring transparency visibility of service.

4.1.6 Opportunities and Expectations from Integrated Model

There are several opportunities for e-Governance in Bikaner division for different
end users (Citizens, Business, Employee) so opportunities and expectations from
implementation, categorized according to the end users such towards Citizens,
Business, Employee. Although some common opportunities are described as
follows:

i. Reengineering the Existing System: The existing systems have different

platforms and many of them are not even compatible with each other. To
implement e-Governance, these exiting systems would have to be reengineered
so as to establish a seamless network.
Chapter-4 Observations, Result and Discussion Page No. 157

ii. Formation of Technological Infrastructure: The implementation of this

project requires creating a standardized IT infrastructure across the country
and this can be achieved by taking the ICT to the grass root level.

iii. Increases efficiency and Decrease the Cost in Organization: Introduction

of indigenous & cost-effective technologies more suitable for rural areas. This
can be achieved by introduction of Community Software Solutions such as
enrich, developed by National Informatics Centre (NIC). These are aimed at
the rural masses and can be customized easily.

iv. Exploring Partnerships for Effectively Delivering E-Governance Services

at Grass Root Level: Public private partnership is one of the ways to
effectively deliver such a huge project. There would be other methods also to
take this initiative to the thousands of villages all over the country, which need
to be explored.

v. Quality of Service Delivery to Customers Simplicity and Liability: E-

government provides and also help to enhance transparency in Government
functioning. Citizens can directly contribute in government decision making
process, through online comments, thoughts and proposals. Initially, the
Government's websites were not hosted in an organized manner and the risk of
threats not perceived as great as it has now become. Now analyzing the recent
facts, websites are designed in a national context within the constraints of
available skills, infrastructure and investment. Website should be more open.
So citizens and stakeholders can see clear picture of government policies,
other political information. If sufficient information will be available on the
site then citizens and businesses will not left behind. E-government is helping
to increase the liability on the net, making government more accountable and
more transparent.

vi. Improve Work Efficiency: Technology based project, most of the time
improved efficiency. In E-government, efficiency can take many forms. Some
Chapter-4 Observations, Result and Discussion Page No. 158

projects reduce errors, automate the tasks and improve consistency. Similarly
some of them help to reduce costs and streamline operating procedures.

vii. Improved quality of Services: Another opportunity come from E-

government is to improve the quality of services. The development of E-
government also creates the opportunity for new services with the possibility
of combining existing services.

viii. Provide Simple documentation, simpler procurement and faster responses of

the services deliveries.

ix. Great reach of series simplified the transactions and interactions towards the
citizens.

x. Public participation in the Government’s service deliveries and work.

4.2 RESULTS AND DISCUSSION

4.2.1 Impact of ICT on Proposed Model

ICT basically merges computer technology with telecommunication technology.

For creating the interest of masses in the integrated system, it should be well
interactive with the ICT. As only by this way it can be made more interesting,
informative, updated and user friendly. Impact of ICT is describing follow as the
example of Information/Education sharing system. Following figure 4.2 showing
the proposed educational system or we can say following figure 4.2 depict for
diagrammatic representation of knowledge transfer through ICT.
Chapter-4 Observations, Result and Discussion Page No. 159

Figure: 4.2 Information Transfer Through ICT

4.2.2 Implementation Steps of Integrated E-Governance

AS A RESULT FOLLOWING STEPS TO BE CONSIDERING FOR SUCCESFUL

IMPLEMENTAITON OF INTEGRATED E-GOVERNANCE:

STEP: 1 DATA-STATNDATIONS-STEP (D-S-S)

STEP: 1.1 CIRCULATE COMMON STANDARDS OF PLANING

STEP: 1.1.1 DEVELOP WEBSITE

STEP: 1.1.2 DEVELOP FEEDBACK MECHANISM

Chapter-4 Observations, Result and Discussion Page No. 160

STEP: 1.1.3 GATHER FEEDBACK

STEP: 1.1.4 EXAMINE FEEDBACK

STEP: 1.2 APPROV COMMON STANDARDS PLANING &

PUBLISH

STEP: 1.3 REVIEW EXACT DATA STANDARDS

STEP: 1.3.1 RESOLVE OWNERSHIP ISSUES

STEP: 1.3.2 CONFIRM CHANGE MANAGEMENT PROCESS

STEP: 1.4 ADOPT AND PUBLISH COMPREHENSIVE DATA

STANDARDS AND TRANSFORM PROCEDURE

STEP: 1.5 SET UP TRAININGS, COMPLIANCE, AND

MAINTENANCE WITH AUDIT PROCESS

STEP: 2 TECHNOLOGICAL ASPECT STEP (TAS)

STEP: 2.1 CENTRAL-IDEAL-PLATFORMS (C-I-P)

STEP: 2.1.1 LANGUAGE INDEPENDENT PLATFROM

STEP: 2.1.1 CHARACTERIZATION OF AN IDEAL PLATFORM

WITH DEVELOPMENT PROCESS

STEP: 2.1.1 AID STRUCTURAL DESIGN

STEP: 2.2 DEFINE WEB SERVICES H/W & S/W INFRA-

STRUCTURE

STEP: 2.3 IDENTIFY A BROAD-BASED-SCALABLE-SERVICE

ORIENTED-ARCHITECTURE (BBSSOA)

STEP: 3 IMPLEMENTATION-STEPS

STEP: 3.1 SET THE PRIORITIES OF IMPLEMENTATION

Chapter-4 Observations, Result and Discussion Page No. 161

STEP: 3.2 CO-ORDINATIONS BETWEEN DEPARTMENTS ON KEY

PARAMETERS

STEP: 3.2.1 DEFINING OWNERSHIP (DO)

STEP: 3.2.2 PUBLICATIONS OF SERVICE COMPRESS STRATEGY

STEP: 3.2.3 REVIEWS AND RE-TASKING OF PLANS BASED ON

INTER-DEPARTMENTAL CONSIDERATION

STEP: 3.3 STRUCTURE DESIGN CAPACITY AND CAPABILITY

STEP: 3.3.1 HARDWARE INFRASTRUCTURE

STEP: 3.3.2 SOFTWARE INFRASTRUCTURE

STEP: 3.3.3 HIGH LEVEL ARCHITECTURE

STEP: 3.3.4 APPLICATION SUITES FOR DEPARTMENTS

STEP: 3.4 TRAINING AND SCALE UP

STEP: 3.4.1 DEPARTMENTS

STEP: 3.4.2 SERVICE DELIVERY PERSONNEL

STEP: 3.4.3 SCALE UP PLAN

STEP: 3.5 MAINTENANCE

STEP: 3.5.1 REVIEW AND VERIFICATION PROCESS

STEP: 3.5.2 PERFORMANCE AUDITS

STEP: 3.5.3 GET BACKUP OF STOREDD DATA, UPGRADATION,

STEP: 3.5.4 CONTINGENCY AND REDUNDANCY STRATEGY

STEP: 3.5.5 AUDIT – BUILDING OF DEVELOPMENT

FOLLOWING FIGURE 4.3 SHOWS DATA AVAILABILITY & INTERATION OF

Chapter-4 Observations, Result and Discussion Page No. 162

DEPARTMENTS THOSE ARE CONCERNED TO E-GOVERNANCE WITH IN

INTEGRATIION:

Figure: 4.3 Data Flow Representation in Integrated System.

Following annotations describe successful implementation of e-Governance and

Integration through out the intact analysis:-

i. Enlargement of essential communication is a major key for implementing E-

governance with achieve the advantages of latest technical architecture.

ii. Essential and individual e-Governance projects can be more successful through
proper planning. Every E-government project need to establish an appropriate
planning with main focus on the technical architecture of deliverance.
Chapter-4 Observations, Result and Discussion Page No. 163

iii. Common vision, objectives and directions for effective Governance play a very
important role in successful implantation of e-Governance. A proper national and
state level framework is required for centralization of the government works.

iv. User friendly web sites of e-Governance projects may give a great result for
proper transparent Governance.

v. Proper planning should be required to ensuring the privacy, security and legal
issues of citizen data and information. It is also needed to secure transaction
between government and private partners/agencies.

vi. Reengineering process in simplified manner for transaction is a very crucial thing.

vii. Involvement of trained and skilled persons is necessary for successful

implementation so that citizens can able to avail maximum transaction on
single/central point with a great integration.

viii. Proper leadership is one of main factors of every e-Governance project successful.

4.2.3 e-DISC: A PROJECTED BETTER SOLUTION MODEL

Proper distribution and delivery of government information and services towards

citizens is, one of the significant objectives of e-Governance. This paper explores the
concept of e-DISC model. The e-DISC stands for Effective Deliverance of Information
and Services to the Citizens. It is going to provide a required solution of e- Governance
to deliver effective and accurate information and services to the citizens in India and its
strategy towards practices in the field of e-government as well as difficulties and
challenges towards deliverance of Information and services to citizens. A large number of
developing countries feel to ensure advantage of the new electronic resources or new
model for deliver information and service to the public according to citizens’ suitability.
The purpose of this paper is to gain a better understanding of e-government in India with
the concept of e- DISC model and ICT (Information Communication and Technology)
and how to deal with challenges and barriers for successful e-DISC model
implementation. The State’s e-Governance Framework developed by the government
is represented as below:
Chapter-4 Observations, Result and Discussion Page No. 164

Figure: 4.4 Proposed e-Governance Framework Model [e-Mitra]

As various service and solution for grievances and application have to be

provided by the government towards the citizens and general public related to
administrative level, economic level, utility bill deposition (water, electricity, telephone
bills etc) and revenues collection and production related and land record related.
Chapter-4 Observations, Result and Discussion Page No. 165

Figure: 4.5 “e-Disc Portal” of Integrated e-Governance Environment

Some of major are such as deposition of utility bills like water, electricity and
telephone bills, deposition of government revenues and application for allotment of land
from government departments under administrative, application for government. Land for
non agriculture purpose /by registered organization/ co-operative society application for
govt. land for the purpose of agriculture by co-operative societies, application for govt.
land for the purpose of nonagriculture, application repair road/ city and road lights and
nagarpalika/nagar panchayat area maintenance, to give the permission for cutting trees
and permission of road cutting. Permission for consolidation of land for agricultural
purpose allotment of various types of government certificates and NOCs , renewal of
various license , issue and newel rasan card , add and remove the name from rasan card ,
certificates for reservation categories candidates etc. e-DISC architecture describe how
the services and information can be delivered to citizens in effective manner. The actual
parameter of effectiveness is how much suitability and satisfaction of measured by the
citizens after receiving the information and services.
Chapter-4 Observations, Result and Discussion Page No. 166

Figure: 4.6 e-DISC Model (A Projected Better Solution Model)

As the model describe the Local Service Providers (LSPs) provided services to
the citizen and public information services, application and grievance related services to
the citizen. Actually counter of Kiosks deliver the service to the citizens as means we can
say the main key factor of e-DISC architecture is the person who is seating on the counter
of the kiosk as in e-mitra project in Rajasthan. e-DISC technical architecture includes
three main objects such as DC, LSP, and Kiosk. First: District data center (owned by
State Government, operated and managed by a private sector partner as Total Solution
Provider (TSP)), Second LSP built, owned and operated by private partners and third
Kiosks (built, owned and operated by individual entrepreneurs through LSPs). As we can
Chapter-4 Observations, Result and Discussion Page No. 167

say there is three level or stages then after the actual service and effective service delivery
possible, so the duties and responsibilities are also plays different role the e-DISC model
as using Client Server architecture for Centers and Kiosks.

As the e-DISC model working showing in figure 4.6 the end user or citizens
comes in row-wise in at the kiosk/center and mention about the grape the service or
information as the written information at the center. Counter operator do the concern
entry on the computer after the submission click of the entry, local database maintains
some data and send request to the RMI (Remote Method Invocation) through LSP server
and RMI send the request to the main database the generate token and send unique token
entry number to specific entry and RMI give the response with token entry unique
number and print at the level of counter. If the unique token number properly generate
then only the data has been stored at the main server otherwise entry transmits as rollback
and nothing data has stored. For effective delivery of service we should have to be
creating user or citizen friendly environment at kiosk level and LSP level because these
are the main concern and give the proper training and guideline serves ethic values while
dealing with citizens and the e-DISC model says that that if the proper gives ethical
values and behavioral training for how to behave with citizens while deliver the
information and services kiosk level and regular checking and with technical testing
mechanism and observe regular the behavior of counter operator at kiosk and working
staff at LSP level, then really the effective information and service deliverance possible.
Write the proper notification of liabilities and responsibilities of both citizens and
delivery staff at kiosk and LSP centers.

As Showing in figure 4.6 e-DISC Model the end user or citizens comes in row-
wise in at the kiosk/center and mention about the grape the service or information as the
written information at the center. The work flow of e-DISC model is citizen to kiosk (C
TO K) , kiosk to LSP (K TO LSP) and LSP to Data Center (LSP TO DC) and Data Center
(DC) to Concern Department (DC TO CD). Here it should be noticed that concern
department just view only those reports which is concern to their department through
Data Center Permission.
Chapter-4 Observations, Result and Discussion Page No. 168

4.2.4 Technical Main Features e-Disc Architecture:

To achieve the benefits of e-Disc architecture following functions should work Query
processing as distributed manner as remote access ability and transmit queries.

• Easy Data tracking and fragmentation due to its expanding feature.

• Maintain device execution strategies for queries and transactions

Figure: 4.7 Technical work flow connection structure

• Establishment of synchronization and maintain the integrity of the overall data.

• Replication data management, distributed catalog management and distributed

data recovery due to it’s distributed database management system feature.

• Proper execution with proper security management and authorization by

accession privileges of different role players of users.
Chapter-4 Observations, Result and Discussion Page No. 169

4.2.5 Advantage of e-Disc Model:

The communication of ICT and government is re-invocation and create huge potentiality,
efficient, effective, receptive and citizen-conversational information and services. e-DISC
model of e-Governance is proper distribution of government information and government
services to citizens. This model can be composing as large level to become main concern
in India.

This model clears the concept and theoretical framework effective, accurate and
successful deliverance of e-government information and services toward the citizens as
more efficient then their concern department gives. Against this model various types of
issues and challenges comes but if proper training and proper technical testing process
adopt as significant point of view the, this model really serve services in very effective
manner. By utilizing and by increasing interest in the new electronic, information, and
communication technologies (ICTs) in recent time, government improved the quality of
e-Governance and delivery of information and services with cost-effective way.
Additional benefits from e-Disc model:

• Enables faster response to changing market situations

• Reduced Planning cycle time
• Reduced error and mistakes by role players
• Reduced requirement of manpower
• Better utilization of resources
• Increased customer satisfaction
• Enables global outreach
• Proper distribution of government information and services to citizens Increase
the interest in working of department
• Almost finish out the departmental manual working
• Local control at every local stage due to every local concern department has their
own server.
• Modularity
• Better response time due local processing is done on local machines.
Chapter-4 Observations, Result and Discussion Page No. 170

• Sharing ability with great reliability because of electronic interface of networks.