OM project report_Group 10_Section - A

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Operations Management

[E GOVERNANCE IN MAHARASHTRA ]This project report covers various citizen centric e- governance initiatives in Maharashtra. Operational

issues like performance measures, process mapping and delivery models of initiatives are discussed in

the report.


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E Governance in Maharashtra

2 Xavier Institute of Management, Bhubaneswar

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DECLARATION

We hereby declare that this project report titled e-Governance in Maharashtra has been submitted

by us for the partial fulfillment of the requirements for Operations Management I course.

This is the result of the original work carried by us. This report has not been submitted anywhere else.

Group 10

Date: January 27, 2011


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Acknowledgement

We would like to express our gratitude to all those who gave us the possibility to complete this report.

We would take the opportunity to thank Prof. W. S. William, Faculty, Operations Management for giving us the

opportunity to prepare this project report titled E- governance in Maharashtra .

We are also thankful to all the publishers and authors of reports and research papers that were useful for the fruitful

completion of this project report

Date: 27 January 2011

Group 10

Section A


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Table of Contents1. Introduction ............. ............. ............. ............. ............. .............. ............. ............. ............. ............. .............. .. 6

2. E governance policy of Maharashtra ............ ............. ............. ............. .............. ............. ............. ............. ....... 6

3. E governance focus citizen centric services................... ............. ............. ............. ............. .............. ............. 7

4. E-Governance framework ............. .............. ............. ............. ............. .............. ............. ............. ............. ....... 8

5. Strategic and operational aspect of e governance ............. ............. ............. ............. ............. .............. ............. 9

5.1 Strategic Aspects .......................................................................................................................................... 9

5.2 Operational Aspects ..................................................................................................................................... 9

6. E- governance initiatives in Maharashtra .............. ............. ............. ............. ............. .............. ............. ......... 10

6.1 Rojgar Wahini ............................................................................................................................................ 10

Objective ..................................................................................................................................................... 11

Blueprint of the model ................................................................................................................................. 11

Performance measure ................................................................................................................................... 11

Future scope ................................................................................................................................................ 126.2 SARITA (Stamps & Registration Information Technology based Administration) ............ ............. .............. 13

Objectives.................................................................................................................................................... 13

Process ........................................................................................................................................................ 13

Blue Print .................................................................................................................................................... 14

6.3 Digital Payment System ............................................................................................................................. 15

Objective ..................................................................................................................................................... 15

Performance Measures ................................................................................................................................. 15

6.4 SETU (Integrated Citizen Facilitation Centres) ........................................................................................... 16

Objective ..................................................................................................................................................... 16

Process Mapping for a District Level SETU Center ...................................................................................... 17

Performance Measures for the SETU Process ............................................................................................... 18

6.5 Warna Wired Village Project ...................................................................................................................... 19

Background & Objective .............................................................................................................................. 19

Implementation ............................................................................................................................................ 20


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Performance Indicators: Offerings/Benefits .................................................................................................. 21

6.6 Pravara Village IT Project (PRAGATI) ...................................................................................................... 22

7. Recommendations............ ............. .............. ............. ............. ............. .............. ............. ............. ............. ..... 23

8. Conclusion .............. ............. ............. ............. ............. .............. ............. ............. ............. ............. .............. 25

References ........................................................................................................................................................... 26

1. IntroductionE-government is the use of information and communications technology (ICT) to promote more efficient and cost

effective government, facilitate more convenient government services, allow greater public access to information,

and make government more accountable to citizens.

E-Governance refers to the process of using information technology for automating the internal operations of the

government as well as its external interactions with citizens and other businesses. Automation of internal operations

can reduce the associated cost and can improve the response time. At the same time it allows the government

processes to be more elaborate which in turn raises their effectiveness. Automation of interactions with citizens can

reduce the overhead for both the government and the citizens, thereby creating value for the economy.

2. E governance policy of MaharashtraThe government of Maharashtra has prepared an e governance policy which gives a framework to any authority or

body of the state government which is interested in an e governance project. It is presently in the draft form and is

open for citizens to give their comments.

Purpose: To ensure a standardized and seamless implementation of projects

The following are the important features of the policy:

1. Use of UID: The use of Unique Identification card for every citizen will ensure faster and accurate delivery ofservices.


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2. e enablement of services: A centralized inventory of all the data related to e governance projects will be usedto allow sharing of data among departments to avoid duplication of work. Sharing of hardware and software

resources will be encouraged for efficient utilization.

3. To bring in efficiency and transparency in the government sales and purchases, e tending and e procurementwill be adopted.

4. For effective file movement within departments, Electronic Document and Workflow management system willbe implemented

5. Online maintenance and search system will be implemented for old records and files.6. Service delivery channel: A common state portal will be used which integrates all the departments.7. Maharashtra Mandatory Electronic Delivery of Public Services Act: This act will ensure that all citizens can

avail services in online form and can have access to various information forms, application submission,

application status tracking and transactions.

Capacity Building: Forming of an IT cadre for the state, Maharashtra Information Technology services (MITS) to

facilitate the implementation of e governance projects and policy. The government has formed a joint venture with

TCS for a period of 10 years to work on the implementation of e governance.

3. E governance focus citizen centric servicesCitizen-centricity is all about turning the focus of government around- looking at the service delivery though the

eyes of the citizens (so that the needs of the citizens come first) rather than operational or other imperatives of the

government system. It is hoped that a citizen-centric approach will enable government:

To achieve essential efficiency gains and improve service delivery levels

To increase usage of online services, thereby improve sustainability and encourage investment in e-governance

To improve citizen satisfaction with government services

To improve quality of life


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Key principles of citizen centricity:

1. Easy and affordable access: The Maharashtra government has an e portal which is easily accessible online. Alsoit provides its services in Marathi which is more citizen friendly.

2. Motivation to citizens in terms of providing host of services at citizen portal :As it is efficient and faster in providing services, the Maharashtra e governance motivates its citizens.

Citizens can avail services in online form and can have access to various information forms, application

submission, application status tracking and transactions.

3. It should provide confidence to citizens that the e-Kiosks provide credible services:The Maharashtra government has come up with an e governance policy which is open to the citizens which

provides all the rules and regulations in e governance.

4. E-Governance frameworkAt the core are the different government departments, which are linked together by technology solutions like Data

Warehouse (DW), Business Intelligence (BI), Enterprise Resource Planning (ERP) and so on.

This requires people skills, a leadership quality and

an expertise for implementing these kinds of solutions.

E-Government

G2C, G2B, G2E, G2GCitizens, Business, Employees

DEPARTMENT SOLUTION

TECHNOLOGY SOLUTION

BI, DW, ERP, CRM, SCM

People, Leadership, Expertise

DEPARTMENT1

DEPARTMENT2

DEPARTMENT3

DEPARTMENT4

Reusable

Components


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5. Strategic and operational aspect of e governance5.1

Strategic AspectsA successful e-government initiative and ultimately a digital society involves profound strategic shifts as follows:

Vision Developing a vision for Government as a whole

E-Government

Delivery Model

Design a model for E-Government services delivery crossing traditional departmental

boundaries.

E-Governance

Framework

Develop an e-governance framework, covering policies, rules & regulations, standards, and

infrastructure for supporting e-government services delivery.

Socio- Economic

Initiatives

Develop socio-economic initiatives for universalizing affordable digital access for all.

Organizational

Structure

Put in place an organizational framework cutting across Departmental silos for planning,

implementing and managing e-Government.

Mental Setup A tremendous shift in the way we perceive things needs to happen for such an initiative to

be successful.

Political Will All the above require a tremendous shift in the traditional way, and that makes it all the

more important to have a strong determination by the ruling party. Hurdles would be

abound, especially in a democratic country like India, but a determination to hold the heads

high among all the chaos, would be the key.

5.2 Operational Aspects

In order to implement the strategy, the operational aspects as follows

Detailed Plans The strategies have to be translated into clear measurable deliverables, involving

development of applications and provision of infrastructure. At the same time this needs to

be supported by detailed analysis of business needs, re-engineering of business processes

and cost-benefit analysis.


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Organizational

Design Issues

From an organizational perspective, decisions have to be taken on assignment of

responsibilities, and degree of centralization and integration and interface between

Departmental systems.

Implementation,

Management

and Coordination

The above plans for application and infrastructure development will have to be

implemented and managed effectively, with coordination across Departments. Key

decisions would include centralized procurement, software licensing, outsourcing, and

maintenance

6. E- governance initiatives in Maharashtra

On lines of National e- governance policy Maharashtra state government has also taken various innovative steps to

promote e- Governance and have drawn up a roadmap for IT implementation and delivery of services to the citizens

on-line. The applications that have been implemented are targeted towards providing G2B, G2C and B2C services.

Some of the significant customer centric E- governance initiatives of Maharashtra government are as follows:

Rojgar Wahini

SARITA (Stamps & Registration Information Technology based Administration)

SETU (Integrated Citizen Facilitation Centres)

Warna Wired Village Project

Pravara Village IT Project (PRAGATI)

6.1 Rojgar Wahini

Rojgar Wahini is a web portal that provides access to this accumulated data 45 employment exchanges across 35

districts of state of Maharashtra have been computerized using the software Rojgar Mitra. With this software, the

exchange carries out candidate registration, employer registration, candidate renewal, vacancy order booking and


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submission of candidate lists to employers.

The portal is also designed to cover the self-

employment guidance activities of the

Department of E & SE.The portal aims to

disseminate information, guidance and

advice to the unemployed youth regarding

self-employment schemes, businesses they

can take up, vacancies, courses and training

details.

During 198692, 117 employment exchanges out of the total 950 exchanges and UEIGBs in India were

computerised. Currently, 205 exchanges in the country are computerised. Maharashtra and Gujarat are two states

where each exchange is computerised and data is available on the directorate portals.

Objective

The primary objective of the portal is to provide the facilities available at the exchange to the users home/office.

The dynamic, portable, Unicode-enabled portal aims to provide public access to the accumulated data of over 45

lakh candidates registered with the employment exchanges in the state of Maharashtra.

Blueprint of the model

It is a simple web based portal easy to access with user friendly interface. All information regarding employment is

provided at a mouse click free of cost.

There is two way synchronization between the central server and the server at exchanges. The data related to

registration, Renewal, updating and transfer is collected in data packets and downloaded and merged at the exchange

server. Similarly, the data from the exchange server is uploaded and merged at the central server. This activity is

done at off peak hours through utilities. The contents of the portal are maintained using web maintenance module.

Specific roles and responsibilities are given to the employment officers to add/update/modify the data.

Performance measure


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Ease of access Intention-based design has been adopted to give user friendly interface.

Access to the portal is through the click of a mouse, with minimal use of the key-

board.

The portal has been tested for touch-screen usage. The portal can be accessed from

service delivery points in rural areas.

Cost The portal can be accessed free of cost through net connectivity. A candidate gets all

information from a single point. He needs not travel to agencies and/or banks to

collect this information. All the paper work is now one online.

Quality To develop and implement project, department experts were involved from the initial

requirement study stage. This portal fulfils most of the major credentials of an e-

governance endeavour like centralised initiative, decentralised implementation,

standardisation and localisation.

The development of the portal involved process re-engineering and change

management that radically changed the way the government delivers services.

Flexibility The site adheres to Localization Standards for E-Governance issued by NIC.

It Uses Unicode, in script keyboard and targets the rural users. The data in respect of

candidates, employers, schemes, agencies and training is massive and dynamic.

The design is such that the portal can be enabled for any language without any

programming effort.

Maintainability All information displayed on the web site is from a data base, and a facility is

provided to authenticated users to add, update and delete the data elements as per the

permissions granted to them.

Future scope

a module has been planned for the informal/sector, wherein persons working in the informal sector offering services

such as those of drivers, plumbers and domestic help will be listed and users can also post their demands. There are

several sites that list users requirements but hardly any that lists the service provider in the informal sector.


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6.2 SARITA (Stamps & Registration Information Technology based Administration)

SARITA is a G2C-U (government to citizen) project with an aim to plan, build up, and execute a computerized

application for Registration of documents, received at each Sub-Registrar Office. It provides data updation on timely

basis to their respective Joint District Registrars and higher offices under the purview of Department of Registration,

Pune, Maharashtra State. The project runs on public private partnership model and covers entire state of

Maharashtra covering 405 Sub Registrar Offices, 35 District offices, 8 Divisional offices and 1 Head Quarter in

Pune and is one of the top revenue earners for any Government.

Objectives

y Complete the computerisation of existing registration processy Automatic generation of property value on the basis of predefined template Ready Reckoned Creation.y Generation of receipt and pending list.y Issuing notices to parties.y Scanning of registered documents and a secured document archival technique with backup facility.y Generation of all types of reports (periodical, miscellaneous) at all levels in the department's hierarchy.y Maintaining a master database of all villages in the jurisdiction of the office.y Presenting higher authorities with a consolidated picture.y Quick services to the citizens relating to search reports, registration and certified copies of registered

documents etc.

Remote access to Web enabled InfoBase for citizens.

Process

yThe first and most critical step in the process of

transferring formal title to land or property is

registering this document.

y The software records the digital images of peoplewithin minutes and registers their thumbprints


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with a biometric scanner. These images will be included in an official document detailing the property deal

between the party.

y The document serves as proof of identity of the new owner, and is accepted by banks as collateral for loansor other forms of credit.

y After adding the digital photograph and thumbprint, an SRD official stamps and signs the originaldocument passes it through a digital scanner and stores the image on CD.

y The party is then handed a printed receipt confirming the transaction. In just under 30 minutes, their deal isdigitally signed and sealed, and the original document is delivered back to the customer.

Blue Print

The citizen, when nets his information , it is stores as a data on the central server. The software provides theaccess to the central server.

A unique identification number is generated at time of registration for the citizen The citizen makes the payment and the transaction amount goes to govt. Treasury. Once the registration is successful citizen gets imprint of number and a barcode which his a kind of his user

id that will allow him to connect to the central severer each time he logs in and after the verification of his

ID ,allows him to access the depository where data is stored.


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S.No Steps Details of timings Total Timing(in

minutes)

1 Accept document, give token, page number, round

seal on each page(bottom)

Initial queuing time

2 Call for token start of scrutiny to

presentation(Stamp 1) to fee receipt generation

(stamp 2)

5 minutes (Party names)+ 1

minute (receipt)

6

3 If registration fees paid on spot 3 minutes 3

If registration fees paid in treasury & challan

produced later

Extra time required

4 Admission (stamp 3), Identification with

photograph & thumbprint to scrutiny sheet print

(Stamp 5)

Admission 5 minutes

Identification 2 minutes

Print 1 minute

8

5 Signature of parties, witness, SR for total number of

pages & certification of number of pages

5 minutes 5

6 Scan begin to scan end 6 minutes 6

7 Incidental 2 minutes 2

8 Document Return

Total 30 minutes 30

6.3 Digital Payment System

Objective

Objective of DPS is to help the rural population especially farmers to maintain day to day business process and

increase transparency in rural business using Information Technology.

In this project focus is on billing and collection of rural cooperative through SMART CARDS with electronic

account of farmers dues and revenues. These can be used to pay bills and make purchases at cooperatives.

Performance Measures

Cost: This reduces various operational and administrative costs as the entire process is automated.

Quality: Using IT makes the entire process transparent and improves the quality of the services by making it

difficult for corrupt elements to manipulate it.

Speed: This reduces the time required to obtain payments for milk, sugarcane and other products delivered by

cooperative members.


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Flexibility: The systems being used are very flexible and can be easily modified to make changes according to the

change in government policy and if government tries to expand the existing scheme.

6.4 SETU (Integrated Citizen Facilitation Centres)

Objective

SETU was started with the aim to provide greater transparency, accessibility and efficiency to government

procedures. Indirect employment generation is also another goal. It acts as a one-stop service centre for people who

have to visit government offices for certificates, permits, authentication, affidavits and other services.

The society has been set up at two levels. An apex body at the state level has been registered which guides and

monitors the district level bodies. The State Level society has the Chief Secretary as chairman, Principal Secretary

(Administrative Reforms), Principal Secretary (Finance), Principal Secretary (Planning), Principal Secretary

(Revenue), Secretary (Information Technology) as permanent members and Director IT as a member secretary.

Sample Floor Layout For District Level SETUCentre :


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Process Mapping for a District Level SETU Center


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Performance Measures for the SETUProcess

Citizen Approaching SETU for a process

Get a set of formats compiled in a folder and wouldhelp prepare the documents for the required

certificate

Completed application is presented before the inspectoncounter.

counter operator checks the application data

Is the Data provided

complete?If yes proceed,else return back withgenerated token for future

update

The data is accepted and filenumber is generated.

Cash is accepted and tokenand reciept is asked therof

Official scrutinizes andprints and signs the required

certificate else send forfurther scrutiny

Upon successful completion thecertificate is handed over to theapplicant and the token is taken

back.

The Process Ends.


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Some tightly stipulated norms have been put in place for accurate performance monitoring.

1) A daily tally of the tokens issued, tokens received back, certificates delivered to the registry, files openedand files deposited with the record room would be generated so as not to keep any work pending at the end

of the day.

2) Controls would be built in to ensure that the figures, reduced in words are correctly entered. Duplicatecontrary certificates will not be issued from the same name or the address. Details relating to particulars of

an Applicant entered first time cannot be changed when the person comes again with varied details. In such

cases of differences noticed the officer would come to know the same for taking appropriate action for

falsification of records.

PerformanceObjective Performance Indicators

Cost Utilization of Facilitation Desks. Tally of token issued

and taken back

Quality No. of tokens whose issuance has taken more than the

SLA for the type of token.

Speed Average time for an applicant to complete each of the

above processes. Reasons for bottlenecks if any.

Flexibility Handling of discontent of the applicant over some

process or any change of government rules.

6.5 Warna Wired Village Project

Background & Objective

Since 1960, in the village Warana ofKolhapur District in Maharashtra, farmers has been banding together to share

the existing information to induce further profitability and increase ease of doing business. Within the

purview/framework ofWARANA CO-OPERATIVE SCOCIETY which covers 70 villages , 25 co-operative

societies(namely the Warana Dairy Development Society, the Warana Co-operative Bank, Warana Foods, etc), a


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proposal was made to implement ICT(information and communication technology) to enable efficient sharing of

essential information to meet specific needs such as revenue records, health cards, credit cards, land records and

information of major agricultural commodities, market prices, production volumes. Because of its understandable

viability and favourable future implications, this fore running project got requisite approval from govts side to be

implemented in the year 1998.

The 2 central goals of this project were

To improve the co-operative societys productivity and efficiency. To leverage ICT to bombard the community with enough information to increase their profits through

knowledge and data sharing, creating job opportunities at large.

Basically it aimed at achieving socio economic growth through effective utilisation of robust IT infrastructure at

disposal.

Stakeholders

It is intended to serve at least 70 villages through 150 networking nodes to facilitate information flow across rural

communities and house holds, who are the primary users.

In turn the Warana Co-operative society, which facilitates the process also utilises the resources to their use.

Simultaneously it has become a learning opportunity for NIC (national Informatics centre), which is the driver of

this project and other stake holders such as Warana Bibhag Sikshan Mandal and Govt. of Maharashtra.

Implementation

Basically they have a 2-tier structure where in a central hub or main computer centre downloads data (real time)

from global internet orPUNE NIC through VSAT connection WAN link .Then this information is routed to remote

computer booths placed at 54 separate locations as per the need. Now each kiosk is enabled with a printer for

farmers to take requisite print outs of information. The central hub is run under the governance of Warana sugar

administration. Aranas software is a large set of applications developed in client-server or web based environment

in Marathi language to make it more user friendly to not so tech savvy farmers. Additionally there are 6 other

information centres to train the staff, farmers.


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Now NIC has taken the mantle of designing and developing the whole software and major part of the required

software. They have made sure to conduct user training, setting up of internet infrastructure as well as chalking out

the guidelines for site preparation. Govt of Maharashtra is instrumental in putting barcodes on products of Warana

bazaar, proving similarly Warana Vibhag Sikhsan Mandal provides support staff to NIC, perform data validation,

find and prepare the site.

COSTS: The total cost is estimated to be 2.6 crores with a break up of (50% GOI, 40% Govt. of Maharashtra and

10% by Warana Vibhag Sikhsan Mandal).

Operating cost of the project is about 20 Lakhs per annum.

y Salaries- 70 K/pmy Software and hardware maintenance- 30 K/pmy Connectivity/Phone/Electricity -20 K/pmy Stationary- 10K/pmThis cost is borne by Warana Co-operative society.

Performance Indicators: Offerings/Benefits

COST: The major task the kiosks or booths perform is to facilitate smooth working of sugar co-operative by

disseminating and sharing relevant information. It facilitates certain activities which were otherwise time and

resource consuming (e.g.: obtaining harvesting permits, plantation resistration, payment information).Farmers can

pay their auto generated bills at the kiosks itself online. The current saving due to the project is roughly estimated to

be Rs 10 per metric tonne of sugarcane harvested.

Earlier delay in harvesting reduced the weight hence payment of the crop for farmers. Now due to the system in

place there is timely dissemination of data and it has helped fetch accurate price for the farmers.

SPEED: The ease and speed with which information is reached at the disposal of farmers has meant increase in

productivity for them. The payments can be done online to the respective traders bank account via the booths which

has eliminated the sluggishness in the process.


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QUALITY: The kiosks have meant the timely and inexpensive receipt of data which is in abundance. This has

made high quality analysis/discovery of price which has added quality to the product of the farmers. Apart from

sugarcane, they obtain various other information regarding travel plans weather conditions prevailing in the

neighbourhood. The basic access to World Wide Web has enabled them to take better informed decisions.

FLEXIBLILTY: The database is exhaustive and user friendly for the not so tech savvy farmers. In addition to that

they also are adequately trained in internet operation to help them usage it to their advantage

6.6 Pravara Village IT Project (PRAGATI)

The PRAGATI project was started in 1999 with the aim to connect a hundred villages, covering a population of

more than 2.5 lakh with a wireless MAN solution (WMAN). Its objective is to empower the rural population and

improve their quality of life.

This is a seven lane program that helps the villages in establishing local IT centers, dissemination of information

regarding government schemes, marketing of agricultural products, healthcare, education, agro processing and

economic development. Linking all high schools in around 50 villages within a radius of 10 km lets teachers and

staff stays in touch, helping them introduce modern methods of teaching, including computer-based learning (virtual

school) at convenient timings for children who have to work during the day. Farmers can communicate with the

agricultural experts at the Krishi Vigyan Kendra and learn new farming techniques as well as better ways of storing

and packing their products for marketing. Health care professionals at the villages can consult specialists at the

Medical College and Hospital thereby providing specialized treatment, especially during emergencies, at people's

doorsteps.

Convergent Communications was selected for implementing the wireless solution as they had executed most of the

NIC's projects in the past. After initial talks with Pravara Group, NIC and Indian Space Research Organization

(ISRO), the project was kicked off in 1999. It was executed in two phases. In Phase I, Convergent connected 13 sites

using a WMAN. Institutions were networked and connected to the Internet using a 64 K bps VSAT connection.

During Phase II, the wireless solution was extended to six other remote sitesShirdi, Satral, Kolhar, Rahata,

Babhleshwar and Loni. The remote sites use an 11 Mbps pipe shared between six locations.


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7. Recommendations


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Evaluate the information requirements of the community, promoting local ownership and participation While

conceptualizing e-government initiatives, which use ICT for development, the information needs of a community

should be thoroughly assessed using rapid, participatory rural appraisals and other survey instruments which have

been used for several years to ensure community ownership of development programs.

Making the facility available to poor and the vulnerable groups including women:

Without finding means to get women involved in e-government projects, and in particular to ensure that women are

trained to become information kiosks operators, they may be further marginalized. Kisosk should be made available

to be accessed by poor people who dont own land and can get better employment in government developmental

schemes.

Empower grassroots operators: Operators at the information kiosks should be made aware of the necessary

computer and software skills.

Ensure uninterrupted Power supply: A great challenge is to ensure power supply in rural parts of the state. Solar

energy can be used to run the kiosk.


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8. ConclusionDespite the runaway success of the project there are still a few glitches in the process which need to be addressed at

the earliest

y The infrastructure especially the telephone and net connection re intermittent are of poor quality.y Although 90% of initial project set up cost was borne by Central and state govt. But there participation

remained limited to that stage. There has been no assurance from their side for further investment to make

the system more dynamic and robust for which there is a lot of scope.

On the outset there were a couple of things planned like digitizing the land records, providing agriculture based

information like crop prices and all, which have not been implemented all these years . Some sort of marketing

scheme can be embedded .None the less the ICT implementation at the grass root level has been blessing in disguise

for the farmers and can be emulate din future by generations to come for overall socio economic benefits.


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References

Books

Bagga, R.K., Gupta, P.,(2008), Transforming Government: E Governance Initiative in India, The IcfaiUniversity Press, Hyderabad.

Bhatnagar Subhash (2004), e-government from vision to implementation, Sage Publications, New Delhi.

Websites/ Web Pages

Government of India, Information Technology Action Plan: IT for All Indians by 2008. Retrieved January 232011 from http://it-taskforce.nic.in.

World Bank, "E*Government" (Online). Retrieved January 25, 2011 from,http://www.worldbank.org/publicsector/egov/index.htm

E-Governance in India. Retrieved January 25, 2011 from,http://www.henryfarrell.net/class/krishnan/archives/002177.html

Mukherjee, Jayashree., Rojgar Wahini: Portal of the Directorate of Employment and Self- Employment,Government of Maharashtra. Retrieved January 25, 2011 from, http://www.csi-

sigegov.org/casestudies/35_rojgarwahini.pdf

Gupta, Devendra Nath., Citizen-centric Approach for e-Governance. Retrieved January 25, 2011 fromhttp://www.iceg.net/2007/books/1/5_392.pdf

E-Governance Initiatives in Maharashtra, Retrieved January 25, 2011 from http://www.indg.in/e-governance/ict-initiatives-in-states-uts/e-governance-initiatives-in-maharashtra

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