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CHAPTER-3

RESEARCH METHODOLOGY

The present chapter describes the tools and devices used for data collection and

methods used for analyzing and interpreting the collected data. The use of appropriate

statistical and mathematical tools is essential to draw valid and meaningful conclusions.

For data collection, two sets of questionnaires have been developed, one for the general

public and other for the employees working in Suwidha Centres under study. The

satisfaction level of the respondents regarding e-Governance initiatives in the state of

Punjab has been ascertained on the basis of this data. Demographic profile of the

respondents as to their sex, age, qualification, occupation, experience, income, residence

and hierarchical status has also been presented. Further, the sample design of the study

is also provided. After careful analysis, a model/framework has been suggested to

improve e-Governance in Punjab.

3.1 Preparation of Respondents’ Database and Scope of Study

The study is confined to Suwidha Centres across the state of Punjab. Suwidha

Centres are single window system, which provides Government services related to

citizens under one roof using information and communication technology. The choice

of Suwidha Centre for the purpose of collection of data has been made because of the

following reasons:

1. Suwidha Centre is a direct interface between citizens and government offices to

offer basic services.

2. Citizens from every section of society visit Suwidha Centre to avail services.

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3. SUWIDHA (Single User-Friendly Window Disposal Helpline for Applicants) is the

biggest and most successful e-Governance project in Punjab which has been

exemplary to other states of the country.

4. Suwidha Centres have been set up at the District and Tehsil level in the state of

Punjab. Thus, this facility has widespread and great impact on the society.

5. A large number of government employees have been working in Suwidha Centres

interacting with a large number of people every day.

This study has been conducted with a view to improve the service delivery and

increase reachability of benefits to every section of the society. It will also be helpful in

rectifying the shortcomings of the existing system by generating feedback of citizens

and SUWIDHA employees involved in this project. Thus, the study will be beneficial in

making e-Governance system more effective, efficient, transparent and accountable.

The study of SUWIDHA can play a vital role in developing and improving other

e-Governance projects that are presently operational or likely to be developed in the

near future. This is so because most of the e-Governance projects are associated with

direct service delivery to the citizens.

3.2 Profile of SUWIDHA

No doubt, the process of delivering service to the public in government offices

has always been slow. There has been unreasonable delay even in routine matters. Lack

of accountability and lax attitude of the government officials towards the genuine

problems of the people further aggravated the situation and it created a wide gap

between the government and its people. Keeping all these things in view, the

Government of Punjab (India) introduced the concept of SUWIDHA (Single User-

Friendly Window Disposal Helpline for Applicants) in the year 2002 which was

designed and developed by National Informatics Centre (NIC). The project has been a

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great facilitator for common citizens who had been moving from one place to another

for getting their work done. Sometimes they had no other option than to fall a prey into

the hands of agents who charged them heavily for facilitation.

Suwidha Centres provide service through single window in a transparent

manner at the district level as well as at the Tehsil and sub Tehsil level. This Project

facilitates the citizens by taking input at single window, defining stipulated time for

work and accepting defined cash at the counter in same place, providing output under

the same roof. SUWIDHA Centre is run and managed by Sukhmani Society of the

district under chairmanship of Deputy Commissioner under the framework and

supervision of Punjab state e-Governance Society. Societies have a self-sustaining

revenue model.

3.2.1 Objectives of SUWIDHA

1. To provide facilitated government services to the citizens.

2. To provide quality services by re-organizing government processes.

3. Reducing delay in services delivery by integrating back-end & front-end procedures

at SUWIDHA.

4. To provide status of application on-line.

5. To standardize the process throughout the state.

3.2.2 Architecture and Working

Suwidha Centres cater thousands of visitors daily. Thus, handling such a big

number of visitors requires precise supervision and co-ordination. It is possible only

with the effective architecture shown in Figure 3.1 which displays the flow of

information and step by step processing.

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Figure 3.1: Architecture and Working of SUWIDHA

3.2.3 Front-end Process

Citizen approaches Suwidha centre & enquires for the services at reception counter.

Citizen is guided about services and procedures to be followed by receptionist.

Citizen moves to the token counter for token, and token is issued with a number and

counter for required services.

Citizen waits for his turn till his token number is displayed at the service counter.

At his turn citizen submits the application and required documents to the service

counter operator.

Service counter operator takes application, all documents and photograph of

applicant is taken (if required).

Fee for various services is accepted in Suwidha Centre itself.

Citizen is issued a receipt for his application which specifies the date for delivery of

services. Each service has pre-defined delivery time and computer system

automatically calculates the service delivery date according to submission date.

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Citizen can check the application status on-line.

3.2.4 Back-end Process

The application is sent to concerned branch for action.

Process of application is under monitoring of Deputy Commissioner so that a citizen

doesn‟t have to visit office unnecessarily.

Concerned branch takes the required action on the application and sends back to

Suwidha Centre for delivery to the citizen.

If there is some delay, the citizen is informed through SMS or phone call.

3.2.5 Monitoring System

The success of any service delivery system depends upon its efficient

monitoring system. Suwidha Centres have a well structured monitoring concept. All

applications received are recorded and monitored against the due delivery date, branch-

wise to improve the quality of services. It is also monitored in the following way:

Pending lists are generated before the start of every business day. Master pendency

list shows the list of pendencies two days before due date, and the second list show

the details of applicants, document applied, date of application and office at which

application is pending.

Suwidha Centre in charge, i.e., ADC at the district level and SDM at the Tehsil level

ensure that no case is pending with the centre. Deputy Commissioner, who is head

of Sukhmani Society at district level, takes monthly meeting with SUWIDHA

management to discuss pendencies and monitoring system.

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3.2.6 Services Provided

The services provided by SUWIDHA are listed below in Table 3.1.

Table 3.1: List of Services Provided by SUWIDHA

1. Issuance of Birth Certificate

2. Issuance of Death Certificate

3. Attestation of Affidavits

4. Issuance of Unmarried Certificate

5. Issuance & Renewal of Driving License

6. Issuance of copy of a document

7. Passport Acceptance Services

8. Countersigning of Documents

9. Arms License Issuance System

10. Issuance of NOC (Petrol Pump, Marriage Palace, Hotel, Restaurant,

Cinema, etc.) 11. Registration of Vehicle

12. Permissions for Fairs, etc.

13. Issuance & Renewal of Licenses for Arms Dealers, Cinema, Video ,Parlor,

etc. 14. Issuance & renewal of Bus Passes to Freedom Fighters & Handicapped

Persons. 15. Pension to Old Age, Widows, Destitute Children & Disabled Persons

16. Issuance & Renewal of ID-cards to Freedom Fighters and their dependents

17. Issuance of Character Verification

18. Issuance of Dependent Certificate to wards of Freedom Fighters

19. Issuance of Dependent Certificate to wards of Riots/Terrorists‟ Victims

20. Attestation of Indemnity Bonds

21. Attestation & acceptance of Surety Bonds

22. Issuance of Nationality Certificate Source : http://suwidha.nic.in/html/implementation.htm

3.3 Questionnaire Design

Two sets of questionnaires – one for the citizens (Appendix-1) and other for

the employees (Appendix-2) working at Suwidha Centres under study- have been

designed on the basis of existing research literature, and after having consultations with

the academicians, IT practitioners, NIC authority, Software professionals, selected

common citizens, Suwidha Centre employees and the District Administrators. The

feedback provided by the respondents during the pilot study of the questionnaires was

duly considered in its design. The questionnaires were finally divided into four parts,

i.e., I, II, III & IV corresponding to the first four objectives of the study.

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3.4 Testing of the Questionnaire The questionnaire had been tested for reliability, content validity and

sensitivity.

(a) Reliability

Cronbach‟s alpha reliability index was calculated to be 0.85, indicating high

reliability.

(b) Content Validity

The questionnaire was tested for the following features:

Comprehensiveness

Depth of study

Relevance with the objectives of study

Relevance with current scenario

When the questionnaire was administered-

It was reported to be comprehensive.

The respondents were able to respond faster than verbal response.

On an average 16-18 minutes were required per respondent, however, the interactions

with the functional heads and senior people lasted for 25-30 minutes.

(c) Sensitivity

Five-point Likert scale was used to record the perceptions of respondents.

Further, the sensitivity was ensured by taking multiple questions pertaining to similar

theme.

3.5 Mapping of Objectives to the Questionnaire

The questionnaires were mapped to the research objectives well in advance of

the data collection in order to ensure mapping of the objectives. Figure 3.2 shows the

mapping of objectives to the questionnaire:

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Figure 3.2: Mapping of Questionnaire to the Research Objectives

3.6 Sampling Plan

A) For the State of Punjab

a) Universe of the Study: All the districts of Punjab state-Amritsar, Barnala,

Bathinda, Faridkot, Fatehgarh Sahib, Ferozepur, Gurdaspur, Hoshiarpur,

Jalandhar, Kapurthala, Ludhiana, Mansa, Moga, Muktsar, Nawan Shahr, Patiala,

Roopnagar(Ropar), Sangrur, S.A.S. Nagar, and Tarn Taran.

b) Sample Selection: The study analyzed the working of SUWIDHA. Two districts

each from the Malwa, Majha and Doaba regions of Punjab and half of the tehsils

of the selected districts were selected randomly for the study.

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B) For Respondents

a) Universe of the Study: All Executive & Operation Staff, and common citizens.

b) Sample Selection: A number of respondents from the districts and tehsils under

study were selected through the method of stratified random sampling. The

respondent employees were identified on the basis of their job level and working

experience in selected SUWIDHA Centres. Appropriate sample from the

common masses was selected on the basis of Statistical Stratified sampling

technique.

3.7 Data Collection

The primary data was collected through questionnaire-cum-interview with the

selected respondents. Most of the respondents preferred to fill the questionnaire

themselves. However, some of the questionnaires were filled by the researcher as per

the response of respondents. Some partially structured discussions were held with keen

respondents in various functional areas with a view to get more insight into the work

culture and practices followed by the Suwidha Centres. Some of the senior

administrative officers from Deputy Commissioner Office were also interviewed with

the objective to understand the Suwidha Centres‟ infrastructure, working culture,

problems and future plans. The data has been collected using random stratified sampling

technique. The collected data was processed by applying suitable statistical methods

and analytical techniques of graphs according to the objectives of study.

Secondary data for research was collected from various sources like books,

publications, annual reports, and records of e-Governance project under study.

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3.8 Sampling Frame

Table 3.2 & 3.3 shows the sampling frame.

Table 3.2: Sampling Plan of Selected Districts and Tehsils for Citizens

*http://cgwb.gov.in/District_Profile/Punjab_districtprofile.htm

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Table 3.3: Sampling Plan of Selected Districts and Tehsils for Employees

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3.9 Demographic Profile of the Respondents

Tables 3.4 to 3.14 present the demographic profile of the respondents as to

their sex, age, qualification, occupation, experience, income, residence and hierarchical

status.

(A) Sample of Respondent Citizens

Table 3.4: Sample Distribution: Gender-wise (Citizens)

Gender Number %

Female 100 29

Male 245 71

Figure 3.3: Sample Distribution: Gender-wise (Citizens)

Sample Distribution (Gender-wise)

Male 71%

Female 29%

Female

Male

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Table 3.5: Sample Distribution: Residence-wise (Citizens)

Residence Number %

Urban 211 61

Semi-Urban 94 27

Rural 40 12

Figure 3.4: Sample Distribution: Residence-wise (Citizens)

Urban 61%

Rural 12%

Semi-Urban 27%

Urban

Semi-Urban

Rural

Sample Distribution (Residence-wise)

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Table 3.6: Sample Distribution: Qualification-wise (Citizens)

Qualification Number %

Post-Graduate 41 12

Graduate 180 52

Matric 91 26

Under Matric 33 10

Figure 3.5: Sample Distribution: Qualification-wise (Citizens)

Graduate

52%

Post-Graduate 12%

Under Matric 10%

Matric

26%

Post-Graduate

Graduate

Matric

Under Matric

Sample Distribution (Qualification-wise)

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Table 3.7: Sample Distribution: Income-wise (Citizens)

Income Level Number %

BPL/Yellow Card 100 29

Non-Income Tax

Payer 180 52

Income Tax Payer 65 19

Figure 3.6: Sample Distribution: Income-wise (Citizens)

Income Tax Payer

19% BPL/Yellow Card

29%

Non-Income Tax Payer

52%

BPL/Yellow Card

Non-Income Tax Payer

Income Tax Payer

Sample Distribution (Income-wise)

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Business

25%

Employed (Govt. /Private) 31%

Unemployed

13% Student

31%

Unemployed Employed (Govt. /Private)

Business Student

Sample Distribution (Occupation-wise)

Table 3.8: Sample Distribution: Occupation-wise (Citizens)

Occupation Number %

Unemployed 45 13

Employed(Govt./Private) 108 31

Business 87 25

Student 105 31

Figure 3.7: Sample Distribution: Occupation-wise (Citizens)

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Table 3.9: Sample Distribution: Age-wise (Citizens)

Age(in Years) Number %

Up to 18 Yrs. 69 20

Between 18 to 40 Yrs. 218 63

Above 40 Yrs. 58 17

Figure 3.8: Sample Distribution: Age-wise (Citizens)

Above 40 Yrs. 17%

Up to 18 Yrs.

20%

Between 18 to 40 Yrs.

63%

Up to 18 Yrs.

Yrs. Between 18 to 40 Yrs.

Above 40 Yrs.

Sample Distribution (Age-wise)

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(B) Sample of Respondent Employees

Table 3.10: Sample Distribution: Sex-wise (Employees)

Sex Number %

Female 69 56

Male 55 44

Figure 3.9: Sample Distribution: Sex-wise (Employees)

Female

56%

Male

44%

Female

Male

Sample Distribution (Sex-wise)

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Table 3.11: Sample Distribution: Residence-wise (Employees)

Residence Number %

Urban 66 53

Semi-Urban 39 32

Rural 19 15

Figure 3.10: Sample Distribution: Residence-wise (Employees)

Urban

53%

Rural

15%

Semi-Urban

32%

Urban

Semi-Urban

Rural

Sample Distribution (Residence-wise)

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Table 3.12: Sample Distribution: Qualification-wise (Employees)

Qualification Number %

Post-Graduate 43 35

Graduate 58 47

Matric or below 23 18

Figure 3.11: Sample Distribution: Qualification-wise (Employees)

Sample Distribution (Qualification-wise)

Graduate

47%

Post-Graduate

35%

Matric or below

18%

Post-Graduate

Graduate

Matric or below

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Table 3.13: Sample Distribution: Hierarchy Level-wise (Employees)

Level Number %

Senior 25 20

Middle 84 68

Junior 15 12

Figure 3.12: Sample Distribution: Hierarchy Level-wise (Employees)

Sample Distribution (Hierarchy Level-wise)

Middle 68%

Senior

20%

Junior

12%

Senior

Middle

Junior

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Table 3.14: Sample Distribution: Experience-wise (Employees)

Experience (in

Yrs.) Number %

Less than 1 Year 26 21

1-3 Year 74 60

More than 3 Year 24 19

Figure 3.13: Sample Distribution: Experience-wise (Employees)

1-3 Year

60%

More than 3 Year 19%

Less than 1 Year

21%

Less than 1 Year

1-3 Year

More than 3 Year

Sample Distribution (Experience-wise)

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3.10 Data Analysis Techniques

A detailed study on the citizen‟s and employees has been conducted using

questionnaire-cum-interview method. The observations of citizens and employees were

recorded using five point likert scale. Mean scores for all the questions were calculated

on the basis of observation. The analysis can be classified under two broad categories,

namely the citizen and the employee analysis. The citizen-wise analysis includes the

comparisons of average scores across six types of groups of the citizens namely gender-

wise, residence place, educational qualification, income level, occupation and age

group. The analysis of employees includes the comparison of five types of groups of the

employees working at Suwidha Centre namely sex-wise, residence place, educational

qualification, level in managerial hierarchy and working experience. In order to find out

differences in opinion in these sub-groups on basis of average scores, t-test and

ANOVA F-tests have been deployed in these classifications for the both of categories.

For each of the factor, the first problem considered is to compare the mean

responses of the respondents, who have been classified into different groups. Each

grouping giving rise to testing of an appropriate null hypothesis of the form µ1 = µ2 = µ3

against an alternative hypothesis of the forms at least two µI ‟s are different . These are:

Ho: µ1 = µ2 = µ3 or µ1 = µ2 (according to grouping)

Alternatively, H1: Atleast two µi ‟s are different

Where, µi represents the true mean respectively, for the respondents in the ith

group. The

meaning of ith

group and their respective means µ1, µ2, µ3 vary with the context.

Besides, principal component factor analysis has been applied objective-wise in order to

reduce the number of factors and to pin point the most important factors involved.

Finally, all these identified factor form the basis for the e-Governance model applicable

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to e-Governance services, particular those offered by Suwidha Centres in the state of

Punjab.

Methodological Notes:

The various terms used in the construction of the tables used for the analysis have been

described as under:

I. Measurement Basis : 5-point Likert-scale numbered 1-5

II. fi denotes the ith factor in the table

III. * denotes 5% significance level

IV. ** denotes 1% significance level

V. t denotes t-test

VI. F denotes ANOVA F-test.

The next chapter examine the significance of e-Governance in the state of Punjab.