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Use of ICT in Social Work Practicum

Pratap Chandra Behera1 Introduction

Social workers deal with the service users contextualizing in their social environment. A multitude of transactions take place between the service users, their environment and the social worker (Blok, 2012). Globalization, technological change and neo-liberalism continuously interplay. At present, the context for social work profession is a technologically based global society. Though the context of social work practice is continuing within modern systems, the profession has not proactively harnessed much of the technology which has been integrated in various fields of practice ... Essentially, ICT still appears to play a very limited role in the delivery of social work services despite the fact that it is an aspect of a modernist, globalized world that can offer extensive benefits to social work and our clients (West & Heath, 2011, p. 215).

Social work practice is increasingly happening in an informational context (Parton, 2008). In this context, the social workers need to stay abreast of new developments in technology, and acknowledge the complexity of practice issues in the context of cultural and social diversity (Congress & McAuliffe, 2006, p. 161). There has been growing research in the field of social care. These research findings work as evidence in professional practice. With the

advancement of communication technology, for practitioners, there is a huge amount of readily available information (Aveyard & Sharp, 2009).

ICT and its Social Interface

Information and communications technologies cover a broad range of items from the old printed newspapers to the very recent internet and mobile devices. Computers, satellites, wireless/mobile phones, the Internet, e-mail and multimedia generally are labelled as ICTs. They help in creating, storing, and manipulating information (Hill & Shaw, Social work & ICT, 2011). These are also labelled as new technologies and are based on digital
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Assistant Professor, Department of Social Work, Jain Vishva Bharati Institute, Ladnun, Rajasthan 1

communications (Greenberg, 2005, p. 16). The Human Development Report 2001 has a special focus on information and communication technologies. It discusses how people can create and use technology to improve their lives and the necessity of new policies to benefit from the information and communications technology in the direction of human development. Technology can play an enabling role like education and can help people overcome poverty (UNDP, 2001). Report of the World Summit on the Information Society strongly emphasises the importance of access to information towards economic, social and cultural development and achievement of millennium development goals (World Summit on the Information Society, 2006).

The potential of ICT is being increasingly discussed. Countries across the world have strategies to explore ways of using ICTs to reduce poverty in line with the Millennium Development Goals (Tiwari, 2006, p. 11). They can play critical role in empowering people, provision of social services, in alleviating poverty and in improving health services (Chandrasekhar, 2000; Chandrasekhar & Ghosh, 2001; Greenberg, 2005; Gulati, 2012; Hazra, 2012; Monga, 2008; Pathak, 2008; Shearman, 2003). Study shows that Indian farmers are getting benefits from information services (Fafchamps & Minten, 2012). Fishermen in the state of Kerala used mobile phones in their business and did efficient transactions (Jensen, 2007). Gyandoot, Drishtee, Aksh, n-Logue, and TARAhaat are some of the ICT initiatives to provide social services and promote e-governance (Singh, 2006). However, one needs to know that India is differentiated economy with large inter and intra regional and social disparities. In this situation, the government should ensure that the benefits of ICTs do not accrue only to the early mover or high-income states (Vijaybaskar, 2003, p. 2363).

Ganesh and Barber (2009)are critical about the ICT and development in the third world countries as it is an extension of capitalism which does not serve the poor. Also, it is wrong to assume that access to ICTs and the implementation of ICT initiatives has direct and positive connections with alleviating some serious and familiar problems of developing regions, including poverty, health, employment and education (Ganesh & Barber, 2009, p. 852). Unless agencies like state do not moderate, ICTs would get influenced by the existing traditional institutions of power, economic or social (Vijaybaskar, 2003, p. 2364).

ICT Infrastructure in India

The rural density is increasing in rural area in India. At present it is about 300 million rural connections which were less than 5 million at the onset of the new millennium (Gulati, 2012). The draft National IT policy in India envisages to make every family e-literate and to promote ICTs for key social sector initiatives like education, health, rural development and the like. There are articulated policy concerns for the people with disabilities and socially excluded groups. Similarly, the draft National Telecom Policy 2011 is planning to promote the broadband services which would facilitate development of a knowledge based society. This would address issues of equity and quality of governance to an extent. The Eleventh Five Year Plan of Government of India has concerns to expand the communication technologies to the masses. The emphasis is: to make an effective and maximal utilization of ICT to improve the quality of life of the common man and promote inclusive growth, increase productivity and competitiveness and generate wealth and strength so that India emerges as a knowledge superpower in the comity of developed nations. (Planning Commission, Government of India, 2008, p. 253)

Over the last decade, there has been tremendous growth in telephone services in India as indicated in the table below. It is increasing more in rural areas. Whereas the subscription for landline is decreasing, the wireless connections are increasing. As on 31st March 2012, there are more than 900 million telephone subscribers, out of which more than 600 million in urban areas and more than 300 million in rural areas. Similarly, whereas the urban teledensity is fully saturated, it is still quite low in the rural areas. There are more than 22 million internet users out of which more than 13 million are broadband users. The number is quite substantial from the private sectors. All together, in case of India, the telecom industry is quite large and reaching almost all areas. As on December 2010, as many as 96971 (40.06 per cent) village panchayats had broadband connections out of a total of 242069 village panchayats in India (Government of India, 2010). In many states, most of the colleges are connected with broadband facilities which would facilitate e-learning and academic developments. In India, a number of free telephone numbers are available which are related to care and welfare. They exist for quite sometime in the country. However, there is still some efforts needed to make their use widespread and user friendly. These can also be starting points to initiate certain eservice.
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Sociology of Technology

Technology is a product of human creativity that evolves in socio-cultural milieu. In a way technology is socially constructed. A piece of technology has three aspects: first, artefacts and technical systems, second the knowledge about these and, third, the practices of handling these artefacts and systems (Bijker, 2010, p. 64). Bijker (2010) discusses the sociological aspects of technology. Society today is technological and these technologies are pervasively cultural. These are everyday features of human life and modify human activities and behaviour.

There is an assumption that technology regulates society. This is called technological determinism. This seemed to lack the scope to influence the course of technological development (Bijker, 2010, p. 66). Instead, now it is believed that technology is socially shaped (Wajcman, 2002). A concept called social construction of technology looks at these aspects. It would provide a set of research heuristics for interpretative sociology. Instead of looking singularly at an artifact, a holistic view is that a technological system comprises a combination of technical, social, organisational, economic and political elements (Bijker, 2010, p. 66). Similarly, the design and content of a technological artifact is socially shaped and many social factors come into play. Accordingly, it is said, that technology is a sociotechnical product, patterned by the conditions of its creation and use (Wajcman, 2002, p. 351).

There is a process of individualization with regard to a piece of technology and its user(s). An individual or group would attribute a meaning that would differ largely from other users. The same piece of technology would have different meaning for individuals with varying age, gender, and cultural values. Views of the persons with disabilities would differ further. It may be convenient and acceptable to one and quite inappropriate for others. Hacking (1982) describes this process as methodological relativism. The interpretation of the relevance of a piece of technology can be analysed under different frames, however, frames should not be treated hierarchically. This would help in avoiding the principle of prioritisation treating one is better than other.

Taking this argument for ICT and their social interface, it can be attributed that ICTs are sociotechnical or sociomaterial configurations that exhibit different degree of determination and contingency at different moments in their relationship (Jung, Ball-Rokeach, Kim, & Matei, 2007, p. 596). For a social group, the use and manipulation on these technologies would depend on their boarder economic and social circumstances. The social structure has a key role in determining the technology in society. As Warschauer (2003) says, technological and social realms are highly intertwined and continuously co-constitute each other in a myriad of ways. This co-constitution occurs within organizations, institutions, and in society at large (p. 205).

Digital Divide

Digital divide, as a concept, is an evolving one. It shows the varying level of information between those individuals who have access to the information society and information and communication technologies (ICTs) and those who do not (Stoiciu, 2011). Digital divide is a multidimensional phenomenon. In the post industrial societies, patterns of household income, education, and occupational status are factors in promoting this inequality. Norris (2001) discusses three aspects of this concept. There are: The global divide refers to the divergence of Internet access between industrialized and developing societies. The social divide concerns the gap between information rich and poor in each nation. And finally within the online community, the democratic divide signifies the difference between those who do, and do not, use the panoply of digital resources to engage, mobilize, and participate in public life. [italics in original] (Norris, 2001, p. 4)

A fact is that the cost of digital technologies is decreasing substantially. Now many people from all social groups have some of these gadgets as they become affordable. With these increased presence of ICTs in society, it would be wise to explore the opportunities and challenges presented by ICT a significant contemporary issue for the social work profession (Parrott & Madoc-Jones, 2008, p. 184). As in the social model of disability, it is assumed that access is socially conditioned and is regarded as the failure of a society. The barriers originate in the social environment, not in the socially excluded. This theory can be equally applied to
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social exclusion and digital divide. Accordingly, the social work profession is not only bearing witness to a new category of social exclusion but also to new structures of digital disability (Watling, 2012, p. 129). This perspective has a greater relevance for social work practitioners.

Those who are socially excluded are also digitally excluded. Digital inclusion would demand social inclusion. As it is observed, the digital divide is another facet of social exclusion (Rafferty & Steyaert, 2007, p. 167). There are many socio-demographic factors that accentuate social exclusion. Important among them are: income, educational level, gender, age, employment status, ethnicity and caste, type of household (e.g., single-parent) and the like (Rafferty & Steyaert, 2007). As commonly seen in society, women have less access to ICT services. This is mainly because of poverty, illiteracy and social and cultural barriers, and thus have difficulty availing themselves of these potentially empowering technologies (Best & Maier, 2007, p. 143). Another similar perspective is that women are information poor because of the disabling effects of their income levels, socioeconomic situations and traditional cultures (Trenli, 2006, p. 435).

Digital divide as a phenomenon occurs not in isolation, but within the existing socioeconomic realities. It is a symptom of deeper, more important divides: of income, development and literacy. ... [It] is between those with access to a mobile network and those without. The good news is that the gap is closing fast (Economist, 2005, p. 11). Failure to engage with ICTs may exclude some of these social groups. It manifests from household to global levels. The concerns inherent in this context, especially the socially excluded have been summarised below. This is where the concept of the digital divide becomes pivotal: the risk of less access to services as well as less choice and possibly greater costs may result in social exclusion because the person does not have access to new technology or skills to use that technology. This is also where social work becomes involved, as one of the professions fighting social exclusion. ... (Steyaert & Gould, 2009, p. 742)

Access to information is one aspect. Finding and making sense of available is another. Similarly, the ability to make sense of generic information that is relevant to ones own circumstances is also important (Wyatt, Henwood, & Hart, 2005, p. 213). Potter (2006) goes
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beyond the simplistic meaning of digital divide the binary opposite of haves and have-nots. There are individuals and groups within developed and developing world whose voices are not heard, who are outside their immediate community and within the unconnected. They live in abstract zones of silence. Zones of silence framework broadens the dialogue on global communication and information access beyond a discourse of need, to one of mutual questioning, sharing, and learning (Potter, 2006, p. web).

Provision of technology is itself not a solution. That would not lead to greater equality, inclusion, and access. Therefore, it requires the mobilization of learners, educators, and communities to demand that technology be used in ways that serve their interests (Warschauer, 2003, p. 152). Wong et al put emphasis on the promotion of community-based ICT user networks for certain disadvantaged groups is crucial to enhance their participation in the information society (Wong, Fung, Law, Lam, & Lee, 2009, p. 754).

Use of ICT and Social Work Practice

Use of ICT in social work is not very much established. It is at its nascent stage, though it is gradually increasing (Menon & Miller-Cribbs, 2002; Payne & Askeland, 2008). In western countries, introduction of use of ICT started early as late 1980s to early 1990s (Van Lieshout & Schrijen, 1999). In India, however, there is no such explicit articulation to promote ecompetencies, though it can make certain contributions in this area (NAAC, 2005; UGC, 2001). At present, registration and data recording and processing are becoming important. The authors broaden the data recording to contribute to understanding social problems (Bradt, Roose, Bie, & Schryver, 2011).

Waldman and Rafferty (2008) critically looked at technology supported teaching and learning in the UK. ICTs in social work may include e-mails, listservs, bulletin boards, chat rooms, interactive websites, one-way web casts, CD-ROMs, interactive television, desktop videoconferencing and the like and the combinations of these (Wasko, 2008). These technologies transcend geography and can empower people who live at a distance from the physical resources (Parrott & Madoc-Jones, 2008). As ICTs develop, there will be more scope for interpersonal practices such as social work and its education. But, an important

concern is how this technology would discriminate between rich and poor. The poor would have less access to this technology (Payne & Askeland, 2008).

As the compilation of use of ICT in social work reveals, till 1999, it was quite less. During the five year phase from 1995 to 1999, about 55 related articles appeared in 22 different journals (Biebelhausen, Dakin, & Gavrilovici, 2000). The changing contexts can be an opportunity for social work profession to re-examine traditional knowledge and direct practice skills at both the micro and macro levels of practice (Wasko, 2008, p. 61). Morgan (2011) suggests that social workers should identify and maximize the opportunities that these technologies and developements offer to them as professionals and to the people who use their servieces (p. 126). Rafferty and Steyaert (2007) see that social work is now taking place within the 'digital society' and therefore has imperatives to understand, internalise its various dimensions in social practice. ICTs do have impacts on the society individuals, families and communities and, therefore, there is a need to know how, the extent and form of its impact. An understanding on this would help in analysing the inequality, issues of exclusion, areas of support and enabling people may require.

On the part of social worker, there has been reluctance to use technology as part of professional practice. However, there is always a scope to form partnership in developing and shaping a technology that would cater to the needs of the profession (Rafferty & Steyaert, 2007). Therefore, the suggestion is that social workers need to get involved in the ways in which new technologies are used within organizations to influence its impact upon their clients (Sapey, 1997, p. 803). With necessary animation, these technologies can be used as tools for reconnecting individuals and groups within these disadvantaged and hard-to-reach communities in a number of ways (Shearman, 2003, p. 14).

A social worker need to have competence in the disciplinary research and knowledge along with practice learning comprising of experiential and action-based activities. Communication skills and information sharing is an important aspect of practice (Higham, 2006). The important question is how ICTs may be used to further the aims of social work in ways that accord with the values of the profession (Hill & Shaw, Social work & ICT, 2011, p. 9). ICT in social work implies the ways in which social work students, programme staff and agencybased practice educators can engage with ICTs to develop social work understanding, knowledge and skills (Hill & Shaw, ICT and Social Work Education, 2012, p. 115). Kirst8

Ashman and Hull (2009) discussed the advantages in the use of ICT in the context of recording in generalist social work practice.

Knowledge and application of ICT is becoming one among many expected competencies. National Association of Social Workers (NASW) has spelt out standards, especially standard 2 and 4, to have technical competencies for use of digital technology in social work practice (NASW & ASWB, 2005). Quality Assurance Agency for Higher Education in the UK specifies the level of required competencies in the understanding and use of ICTs (QAA, 2008). In Millersville University in USA, one of the foundational objectives of Social Work Practicum is to acquire skills in the use of modern technology, especially the Internet, email, and videoconferencing to be used in service to communities (Gregoire, Jacobs, Girvin, & Clements, 2010, p. 7). Considering the level of ICT use by the welfare agencies, service users, government and their education system, the students are expected to demonstrate proficiency in the use of new ICTs and apply them in problem situations.

There are pros and cons in the use of ICT in social work, but the practitioners need to be neither optimists nor doomsayers regarding technology, but critical participants (Hill & Shaw, ICT and Social Work Education, 2012, p. 115). The technological environment is changing rapidly and the practitioners need to be regularly updated on these changes (Perron, Taylor, Glass, & Margerum-Leys, 2010). The social workers need to have practice-oriented and service user-focused outcomes and should actively challenge and resist the limited use of ICT to empower the service users (Parrott & Madoc-Jones, 2008). Nix (2011) summarises these concerns as: As technological tools for learning and practice evolve, practitioners will need to keep abreast of change and be open-minded about future innovations. Involvement with and evaluation of such tools will ensure that new systems and approaches are fit for purpose, including for social work practice, and are neither inappropriate nor imposed. Such ongoing appraisal is crucial to ensure technology is indeed enhancing practice. (p. 156)

In the use of ICTs, some service users fail to make best use of the system. Some of them experience and suffer digital exclusion. In this situation, social workers can help them to overcome some of the barriers to digital inclusion, barriers such as difficulties with access, problems with motivation to use ICT, and limited opportunities to improve ICT skills and
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confidence (Morgan, 2011, p. 130). The social service of environment is changing. Technology is part of micro, meso and macro level systems in the social ecology of an organisation. Social service agencies, government organisations, and communities have already adopted modern ICTs, though the degree varies. It is making geographic distance less meaningful and compensates the necessity to travel.

Evaluative studies on the use of ICT in social work are not many in number. There is a need to get proper feedback on the performance of technology in social work education (RobertsDeGennaro, 2002; Roberts-DeGennaro & Clapp, 2005). However, there are indications of mixed results as regards the use of ICT (Roberts-DeGennaro, 2002; Bogo, 2010; Noble & Irwin, 2009). In a study, students reported the usefulness of timely online announcements on their field practicum (Roberts-DeGennaro, Brown, Min, & Siegel, 2005). Feedback from the students increased in quantity and quality. Sometimes, supplementing ICT in social work practice brings in better results and furthers educational goals. E-seminars have the potentiality to easily involve the students in their practicum and field seminars. Use of technology can increase supervision and supportive resources for practicum students without increasing the burden on faculty, and increase the ease with which students can obtain field information and resources (Birkenmaier, et al., 2005, p. 7).

The process of practice can be effective if social work education, with support from the state agencies, caters to the concerns of the individuals, families, groups, communities and small organisations. The state has to fulfil the supply side of system in providing adequate infrastructure and network services accessible to general public including the areas and communities hard to reach. This infrastructural development is essential in promoting ICT services for the mass and the needy. The professionals in the social work fraternity need to develop skills and competencies as well as aptitude for the latest technologies. Educational set ups need to have adequate resources for this purpose. They can create demand on the type of infrastructure needed and critically question the framework of operation of the state apparatus. As regards the service users, there are two categories: those who are familiar with the technology and those who are not. For the users who are familiar, plans and strategies could be developed to address their well-being issues. A different approach is needed for those who are not familiar with the technological developments. It can be simple awareness to making them learn to use the technology. Some of them would have certain economic, social, psychological and physical disadvantages which need to be addressed. The so called
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problem can be converted to an opportunity for the development and redesigning of technology and framework of operation. The following figure tries to depict these concerns here.

Concerns of the individuals, families, groups, communities and small organisations:

Education and awareness; Individualised Choices; Entitlements and capabilities; Accessibility and affordability to ICT

State and the development of ICT infrastructure :

Telecommunication Network; Mobile telephony; Broadband infrastructure; Internet services; Availability of ICT for the people in general

Educational institutions and Welfare agencies :

Acquirng relevant ICTs; Developing competencies and ethics on ICT use; Updaing education curriculla on scope and use of ICT in a profession

Figure: The dynamic relations between social work education, state and the service users.

ICT, Social Work Practice, and the Critical Questions

There is a tendency on the part of welfare agencies and e-technicians to dilute the very process of social work practice. Social workers often concentrate on the informational aspects instead of the traditional relational aspects while dealing with the service users. This happens to be a shift from a narrative mode to a database mode of operation. However, it is quite important that the social and relational aspects of social work are not compromised (Parton, 2008).

While applying ICTs, it is often the case that the tasks themselves are changed in significant ways, regardless of whether or not any improvement is achieved (Hill & Shaw, Social work & ICT, 2011, p. 9). ICTs in agencies establish a kind of surveillance monitored through electronic forms of audit. These technologies also institutionalize particular discourses in the
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very operation of the system through the nature and types of questions asked (Gilbert & Powell, 2010, p. 10). As Garrett (2005) observes: . . . Social work is increasingly being ordered, devised and structured by academics, policy makers and e-technicians far removed from the day-to-day encounters, which practitioners have with the users of services. This is reflected in the emerging software architecture and in the greater use of centrally devised e-assessment templates which attempt to map contours of social work engagements and which construct new workflows. (Garrett, 2005, p. 545)

This would lead to a technology-led approach having some inherent dangers. In the case of online social work, building trust and expressing sympathy and understanding without the usual body language clues; dealing with asynchronous flows of communication; the shift in power and control in the relationship from the worker to the young person (Rafferty & Steyaert, 2007, p. 171). A practice-led approach, in this context, becomes imperative and needs emphasis. Social work practice progresses with the pace of the service users; rather, it should be service-user-led. The present ICTs are appreciated for their speed and efficiency in handling information. Therefore, there are inbuilt tensions between the drive for efficiency and the need, for example, to respect the individuality of service users and to work at their pace (Hill & Shaw, 2011, p. 9). However, technology is socially constructed and shaped (Bijker, 2010). So, the technology could be made to serve the purpose of social work. Therefore, a holistic thinking and an integrated approach is necessary for an adequate and up to date professional education (Van Lieshout & Schrijen, 1999).

Social work has always been a value-based profession. A social worker adheres to maintain the sanctity of the professional values. Trust with the service users and confidentiality of their information are core values, more so while using digital technology (Congress & McAuliffe, 2006; NASW, 1999). Social workers should value confidentiality and maintain the relationship of trust with the people using their services, recognizing the boundaries between personal and professional life (Blok, 2012, p. 26).

As regards confidentiality, the service users decide as to what information may be shared, and with whom. Social workers should not provide confidential information to other professionals and should not receive confidential information from other professionals, unless
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the client has provided consent for such sharing (Barsky, 2010, p. 171). There is a critical concern with regard to technology. One is about trusting the technology for its use and efficiency. But, the real contentious issue is having trust on the persons behind the technology (Baggio & Beldarrain, 2011). The agenda can be hidden; it may not be as transparent as expected. With the use of ICT, all of the information in all of the files is potentially available to anyone with a computer terminal all without the consent of the clients (CMHSU, n.d., p. 43). This demands proper safeguarding of the information of the service users. In this context McCarty and Clancy (2002) discuss ethical issues in the context of telehealth. Online therapy and counselling creates another form of disconnection.

As we have discussed, there are merits and demerits regarding the use of modern information communication technologies. However, the globalization and postindustrial forces make it imperative to make use of technology. In short, it would be quite difficult to escape from using the technology. In this context, the pedagogical shift [is] needed to keep up with advancements in technology, especially taking into consideration the anonymity inherent in digitally mediated communications (Baggio & Beldarrain, 2011, p. xvi).

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19 Appendix Selected Tables Growth of Public Sector Telephone Subscribers in India (in millions) (as on 31st March of each financial year) Year 2008 2009 2010 2011 2012 Total Number 300.49 429.72 621.28 846.32 926.53 % growth 30.07 30.83 26.59 8.66 Urban Number - 309.43 420.47 564.08 611.19 % growth 26.41 25.46 7.71 Rural Number - 120.29 200.81 282.23 315.33 % growth 40.10 28.85 10.50 Wireless Number 261.07 391.76 584.32 811.59 893.84 % growth 33.36 32.95 28.00 9.20 Wireline Number 39.42 37.96 36.96 34.73 32.69 % growth -3.85 -2.71 -6.42 -6.24 Compiled from Annual Reports of Telecom Regulatory Authority of India [(TRAI, 2012); (TRAI, 2011); (TRAI, 2010); (TRAI, 2009);(TRAI, 2008)] Growth of Teledensity (Public Sector) in India (as on 31st March of each financial year) 2008 2009 2010 2011 2012 Total 26.22 36.98 52.74 70.89 76.86 Urban 65.22 88.11 119.73 157.32 167.85 Rural 9.20 15.02 24.29 33.79 37.48 (Teledensity refers to the number of telephones in use for every 100 individuals living within an area) Compiled from Annual Reports of Telecom Regulatory Authority of India [(TRAI, 2012); (TRAI, 2011); (TRAI, 2010); (TRAI, 2009);(TRAI, 2008)] Growth of Internet & Broadband Subscribers in India (in Millions) (as on 31st March of each financial year) 2006 2007 2008 2009 2010 2011 2012 Total Internet Subscribers 6.94 9.27 11.09 13.54 16.18 19.67 22.39 Broadband Subscribers 1.35 2.34 3.87 6.22 8.77 11.89 13.35 Compiled from Annual Reports of Telecom Regulatory Authority of India [(TRAI, 2012); (TRAI, 2011); (TRAI, 2010); (TRAI, 2009);(TRAI, 2008)] Number of Mobile Telephone Connections/Subscribers in Rural and Urban Areas of India (as on 31.12.2010) Mobile Telephones Companies/ Rural Urban Total Private Total 220109564 439977180 660086744 PSU Total 30790563 61322728 92113291 India 250900127 501299908 752200035 Source : Lok Sabha Unstarred Question No.303, dated on 23.02.2011. (Government of India, 2011)

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20 Selected State-wise Number of Colleges Connected with Broadband Facility under National Mission on Education through Information and Technology (NMEICT) Scheme in India (As on 31.10.2011) A. and N. Islands 4 4 100.00 Goa 36 36 100.00 Bihar 600 517 86.17 Nagaland 40 34 85.00 Mizoram 29 23 79.31 Manipur 73 57 78.08 Tripura 36 26 72.22 Rajasthan 1128 716 63.48 Kerala 1050 654 62.29 Punjab 664 407 61.30 Odisha 1242 725 58.37 Assam 405 230 56.79 Andhra Pradesh 3086 1732 56.12 Delhi 118 65 55.08 Jharkhand 222 116 52.25 Meghalaya 74 36 48.65 West Bengal 935 453 48.45 Karnataka 4094 1917 46.82 46.73 India 28616 13371 Maharashtra 3229 1483 45.93 Madhya Pradesh 1559 697 44.71 Uttarakhand 343 150 43.73 Arunachal Pradesh 15 6 40.00 Sikkim 10 4 40.00 Gujarat 1762 691 39.22 Jammu and Kashmir 378 144 38.10 Chhattisgarh 394 145 36.80 Uttar Pradesh 3544 1273 35.92 Chennai 398 138 34.67 Haryana 1100 374 34.00 Himachal Pradesh 223 74 33.18 Puducherry 90 27 30.00 Tamil Nadu 1735 417 24.03 States/UTs Total No. of No. of Colleges Percent Colleges Connected covered Source : Lok Sabha Unstarred Question No. 1475, dated on 30.11.2011 (Government of India, 2011)

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21 Free Helpline numbers related to care and welfare service concerns in India Service Number Police 100 Fire 101 Ambulance 102 Emergency Relief Centre on National Highways 1033 Relief Commissioners of Central/State/Union territory 1070 Women crisis response 1091 Earth-quake Help line service 1092 Natural disaster control room 1096 AIDS help line service 1097 Children in difficulty/ Child Distress Service 1098 Catastrophe & Trauma service 1099 Kisan Call Center 1551 Blood bank information Service 1910 Dial a doctor 1911 Eye bank information service 1919

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