Organizational Interoperability in E-Governance: An Indian Perspective

A Thesis submitted in partial fulfillment of the requirements for

Fellow Programme in Management (Industry)

Indian Institute of Management Indore

By

Lakshminarayana Kompella FPMI-201204

Submitted in

February 2016

Thesis Advisory Committee

Prof. Prabin Kumar Panigrahi (Chair)

Prof. Shubhamoy Dey Prof. Kamal Kishore Jain (Member) (Member)

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Author Declaration

Last Name: Kompella First Name: Lakshminarayana

Title of Thesis: Organizational Interoperability in E-Governance: An Indian Perspective

Department: Information Systems E-mail address: fi12lakshmik@iimidr.ac.in

I hereby declare that I am the sole author of this thesis. This is a true copy of the thesis,

including any required final revisions, as accepted by my examiners.

I hereby state that this thesis is a presentation of my original research work. Wherever

contributions of others are involved, every effort is made to indicate this clearly, with due reference

to the literature, and acknowledgement of collaborative research and discussions.

I hereby state that companies have participated and provided information towards this thesis

and I have agreed with them that I will not be assigning or associating their c

the information in writing either in thesis or in elsewhere. I also state that wherever c

name has been associated with information, this information is available in public domain.

I obtained permission for any use made of substantial amounts of published or unpublished

copyright material (text, illustrations and so forth) where the rights are owned by a third party,

other than as permitted under either The Copyright Act, 1957 (as modified by any related or

successor legislation) or the Terms and Conditions of any license governing its use.

I authorize Indian Institute of Management Indore to lend this thesis to other institutions or

individuals for the purpose of scholarly research.

I understand that Indian Institute of Management Indore may make my thesis electronically

available.

Lakshminarayana Kompella

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Abstract

It has been more than a decade since Government of India initiated Internet and

Communications Technology (ICT) based delivery of services. Along with delivery of services,

ICT has also progressed significantly. Though, governments started ICT enabled services for

attaining effectiveness and efficiency in government administrations and public services, there has

been continuous change in expectations. Several factors are responsible for the changes and some

noteworthy to mention are ICT based government activities in other parts of the world, changing

technologies, human elements, societal trends and information management. Government

scenarios can be broadly classified into Government-to-Citizen (G2C), Government-to-Business

(G2B) and Government-to-Government (G2G). Based on the domains in which these scenarios

operate interactions and complexities vary. Governance in government scenario can be defined as

improving public services, creating democratic processes and strengthening support to public. E-

Governance is congruence of this explanation with governance. Governance involves both

governing and being governed. In doing so, it is essential to consider society, various opinion-

shaping processes, and increase in regulation and policy-making capabilities with other

stakeholders. In other words, interoperability becomes essential to achieve governance.

Interoperability, though initially, defined for technical systems, is extended for organizations.

Interoperability involves interactions between both technical and non-technical (organizations)

systems. Along with interoperation, integration is also essential. To achieve both integration and

interoperation, it is essential to consider E-Governance in three dimensions or views namely

function (Kubicek, 2011). Technical

infrastructure that E-Governance . Committee and officials in

Government comprise dimension. However, socio-technical issues arise when E-

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Governance goes through social development life-cycle phases of development, diffusion and

impact. Committee and officials during

implementation by developing necessary technical and non-technical interoperations. When

interoperability is viewed as layers namely technical, syntactic, semantic and business process

alignment (or function dimension), it defines the four interoperability standards. The fourth layer

comprises organizational, legal and political interoperability layers, actors in dimensions

define the activities of the fourth layer. As E-Governance moves

through life-cycle phases, it is also subjected to socio-technical transitions. It requires actors in

functional and institutional dimensions to respond appropriately to socio-technical transitions.

Moreover, instead of trying to control these socio-technical transitions managing in these

transitions may be a more appropriate approach (Geels, 2002).

To manage in socio-technical transitions, analysis of these socio-technical transitions is very

essential. Socio-technical transitions have complex dynamics. Therefore, approach not only

provides ontological representation of reality, but also consists of rich analytic and heuristic

concepts. The analytic and heuristic concepts in the approach require capturing the change of an

object or entity triggered by the change of related object or entity. In other words, changes affect

the way in which other object or entity adapts to the environment. Based on the way in which the

object or entity adapts to the environment, its characteristics passed on to successive generations.

The possibilities or the specific patterns, each entity or object follows varies and is based on the

entities nature of being, becoming, existence and the basic categories of being and their relations.

In other words, organizations and society can follow very different adaptations (Witt, 2008).

Nevertheless, the approach used for E-Governance requires capturing both these different

adaptations.

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Along with the adaptations of the object or entities, varied pathways can exist for the socio-

technical transitions (Geels & Schot, 2007). Therefore, the approach also to provide insights into

pathways or trajectories socio-technical transitions can take and provide analytic and heuristic

concepts to capture diverse trajectories.

Organizations use interactions to not only interoperate, but also need to implement actions

required to manage in socio-technical transitions. Therefore, it becomes mandatory to capture the

context in which these interoperations take place. It is also essential to understand the context in

which actors take certain actions. Actors when operating in a network structure are operating with

a wide range of interdependencies (Ford & Håkansson, 2005). Government scenarios fall

exclusively in this category, whereas business scenarios may operate to create a monopolistic

competitive situation for themselves. In network structure, relationships are intensive with

dedicated resources and are a source of multiple problems for both the government and the

participating organizations. Interoperations between government and participating organizations

require their problem solving is compatible with each other. Both want to benefit from their

relationship at least in the long term, and cannot do it simply by exploiting their relationship.

Moreover, when compared to business networks, government interactions may be different

empirically but not analytically (Melin & Axelsson, 2011).

IT programs being change programs, introduction of changes require a consensual approach

else, conflicts can arise. Therefore, a case study research is better suited to capture the conflicts

that arise due to lack of interoperability. Case selection included diverse domains to capture diverse

interoperations and provided different analytical perspectives. Government of India has marked

certain projects with well-defined objectives, scope and implementation guidelines. Author

selected cases to include these projects. Literature on E-Governance studies has numerous

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examples of good practice cases, whereas considering bad-practice cases can provide insights into

undesired side effects or can produce by lack of interoperability. During case selection author

ensured representation of all socio-technical trajectories. Author considered interactions at

operational, organizational, inter-organizational, personnel and governance as unit of analysis.

Evidence collection involved both organizations and individuals. It consisted of interviews,

document-reviews and physical collection of artifacts and contributed to triangulation. Individuals

provided , and obtained from people who hold

managerial positions in government and private enterprises. These persons interface with end-

users and hold responsible positions. Author also gathered organizations policies and outcomes.

Author selected semi-structure interview respondents to ensure representation of all socio-

technical trajectories. Research design ensured all five forms of validity. Author followed case

study approach with critical realism perspective.

To represent all three E-Governance scenarios, author selected 60 cases from multiple domains

and from both private and public as participating organizations. Author arrived at a Multi-Level

Perspective (MLP) approach with rich heuristic and analytic concepts to capture complex

dynamics of E-Governance. Using MLP author considered interplay of developments at various

levels. International/Industrial Marketing Approach (IMP) provided analytic and heuristic

concepts for interactions in network-structure. Author analyzed 60 cases using the two theoretical

approaches and the gathered data. The findings suggest E-Governance in India did consider

interoperability at only technical levels. Author noted enhanced interoperations between

government and participating organization when the participating organization invested in

knowledge management and adaptive capabilities. However, in certain instances with similar

organizations there has also been need for better interactions. However, both government and

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participating organizations have spent huge efforts technology-dominated . In cases

that involve inter-woven multiple domains, government - solution

with a unique way to align participating organizations. Inter-woven multiple domains involve

numbers of actors, to persuade and socialize usage of ICT other countries utilized similar unique

approaches. However, to take the ICT enablement of routines forward, further actions are required

from both practitioners and information systems researchers. In this research author identified

directions for further actions in form of propositions and schematic representation of constructs

and inter linkages. These propositions and schematic representation of constructs help both

practitioners and government IS researchers. Practitioners can identify pertinent issues and enable

thoughtful resolution of these, whereas IS researchers can identify key issues and advice

practitioners.

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Table of Contents

Author Declaration ..................................................................................iiAbstract .................................................................................................. iiiList of Tables ......................................................................................... xivList of Figures ..................................................................................... xviiList of Abbreviations ......................................................................... xviiiAcknowledgements ............................................................................... xxiCHAPTER ONE: INTRODUCTION ................................................... 1

Interoperability and Coevolution ........................................................................ 4State, Government and Society ............................................................................ 5Evolutionary Theory ............................................................................................. 7Open Systems .......................................................................................................10Motivation ............................................................................................................16

CHAPTER TWO: LITERATURE REVIEW .................................... 18ICT and Organizational forms in E-Governance ............................................20Policy Formulation ..............................................................................................22E-Governance in India ........................................................................................24Research Gap and Objective ..............................................................................26

CHAPTER THREE: RESEARCH QUESTIONS ............................. 28CHAPTER FOUR: RESEARCH METHODOLOGY ...................... 31

Semi Structure Interview Details of Respondents ........................................37

CHAPTER FIVE: E-GOVERNANCE - A SOCIO-TECHNICAL SYSTEM ................................................................................................. 39

Socio-Technical Systems .....................................................................................40Reverse Salient and Performance Gap .............................................................42Multi-Level Perspective (MLP) .........................................................................43

Socio-Technical Landscape & Society. ............................................................................... 46Socio-Technical Regime. ...................................................................................................... 48

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Niche-Innovations. ............................................................................................................... 50

MLP and Transitional Trajectories ..................................................................52Network and Interaction ....................................................................................56International/Industrial Marketing and Purchasing (IMP) Approach .........57Organizational Interoperations .........................................................................62

Requirements Engineering. ................................................................................................. 62Regime Level Interactions. .................................................................................................. 67

CHAPTER SIX: FINDINGS ................................................................ 77Government-to-Citizen (G2C) ...........................................................................78

Citizen Services. .................................................................................................................... 79Agriculture. ........................................................................................................................... 84Public Distribution Systems. ............................................................................................... 88Other Services to Citizens. .................................................................................................. 89Summary of Cases - G2C..................................................................................................... 92

Government-to-Business/Government (G2B/G2G) .........................................93Combinative Capability. ...................................................................................................... 95

Requirements Engineering ...............................................................................114Relationship Characteristics. ............................................................................................ 114Links. ................................................................................................................................... 117Bonds. .................................................................................................................................. 119Ties. ...................................................................................................................................... 119Summary Requirements Engineering. .......................................................................... 120

Regime Level Interactions ................................................................................121Relationship Characteristics. ............................................................................................ 122Links. ................................................................................................................................... 125Bonds. .................................................................................................................................. 126Ties. ...................................................................................................................................... 127Summary Regime level interactions. ............................................................................. 127

CHAPTER SEVEN: DISCUSSIONS ................................................ 129Enablers for Capabilities ..................................................................................137Organizational Activities ..................................................................................140

Requirements Engineering. ............................................................................................... 141Regime Level Interactions. ................................................................................................ 142

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Managerial Implications ...................................................................................144E-Governance & IT Organizational Structure. .............................................................. 144Secretaries/Directors in Government Organizations. ..................................................... 149Managers in Participating Organizations. ....................................................................... 151

Societal Evolution ..............................................................................................153CHAPTER EIGHT: CONCLUSION ................................................ 156

E-Governance: A socio-technical transition ...................................................156Network-Structure ............................................................................................158E-Governance in India ......................................................................................160

Government-to-Citizen (G2C). ......................................................................................... 162Government-to-Business/Government (G2B/G2G). ....................................................... 163Suggestions for Government of India ............................................................................... 165

Limitations and directions for future research ..............................................167CHAPTER NINE: CONTRIBUTIONS ............................................ 169

Multi-Level Perspective for E-Governance ....................................................169Network-Structure ............................................................................................170

LIST OF REFERENCES ................................................................... 171APPENDIX-1: SEMI-STRUCTURE INTERVIEW QUESTIONNAIRE ............................................................................. 179

Government-to-Citizen (G2C) .........................................................................179Government-to-Business/Government (G2B) ................................................187

APPENDIX-2: CASES WITH SEMI-STRUCTURED INTERVIEW ............................................................................................................... 193CATEGORY: G2C .............................................................................. 193

ICT based Citizen Services ...............................................................................193Agriculture Mission Mode Project (AMMP) .................................................198e-KrishiKiran .....................................................................................................199e-Sagu .................................................................................................................201Rice Knowledge Management Portal (RKMP) ..............................................203Centralized On-line Real Time Electronic (CORE) Public Distribution System .................................................................................................................208

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CATEGORY: G2B .............................................................................. 211E-PASS (Electronic Payment and Application System of Scholarships) ....211Passport ..............................................................................................................213Regulation of Corporations and work-flow Automation ..............................215Government of Delhi Department of Excise, Entertainment and Luxury Tax ......................................................................................................................217Cloud-IVR-Monitor ..........................................................................................222e-Panjeeyan ........................................................................................................224Kerala State Land Bank (KSLB) .....................................................................226

CATEGORY: G2G ............................................................................. 229Delhi State Spatial Data Infrastructure DSSDI .............................................229Home Department Integrated IT Solution HD-IITS .....................................232

APPENDIX- 3: CASES CIPS {CENTER FOR INNOVATION IN PUBLIC SYSTEMS} ........................................................................... 235CATEGORY: G2C .............................................................................. 235

Sakala Karnataka Guarantee of Services ....................................................235Crop Pest Surveillance ......................................................................................237Intelligent Advisory System for Farmers .......................................................239

CATEGORY: G2B .............................................................................. 241E-Uparjan: Wheat procurement System ........................................................241Mineral Administration Karnataka ................................................................243Mineral Administration and Governance Gujarat ........................................245Gujarat Mineral Development Corporation ..................................................247Geo-Informatics for Forests Rights .................................................................248Land Records Goa - Dharnaksh ......................................................................252BHOOMI Government of Karnataka .............................................................254

CATEGORY: G2G ............................................................................. 257E-Court ...............................................................................................................257Interoperable Criminal Justice System iCJS .................................................259Integrated Odisha Treasury Management System, Odisha..........................262

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APPENDIX-4: CASES: eINDIA ........................................................ 264CATEGORY: G2C .............................................................................. 264

E-Mithra: Rajasthan Government ..................................................................264Financial Inclusion: AISECT ...........................................................................265Department of Agriculture: Maharashtra ......................................................268Horticulture: Andhra Pradesh ........................................................................269Public Distribution System: Andhra Pradesh ................................................271Citizen Friendly Transport Services: Andhra Pradesh ................................272Child Rights Cell: Andhra Pradesh ................................................................273Public Service Commission: Rajasthan ..........................................................275Public Grievances: Government of Karnataka ..............................................277

.....................................................................279Property Tax: Bihar ..........................................................................................280

CATEGORY: G2B .............................................................................. 282Purchase Automation System ..........................................................................282E-Procurement: Indian Oil Corporation ........................................................284Madhya Pradesh Warehouse & Logistics Corporation ................................286Singareni Collieries ...........................................................................................287Coal India E-Tendering and Reverse auctioning ...........................................290E-Procurement: Indian Railways ....................................................................293Forests Produce Tracking: Karnataka ...........................................................296Municipal Administration and Urban Development: Andhra Pradesh ......298Commercial Tax Department: Gujarat ..........................................................300Integrated Child Development: Andhra Pradesh ..........................................303Sugar Commission: Maharashtra ...................................................................304Agricultural Land Management: Andhra Pradesh .......................................305Land Registration (Judicial Stamp Paper): Bihar .........................................307Land Registration: Bihar .................................................................................309Loan Disbursement Housing Corporation: Andhra Pradesh ......................311Scholarship: Maharashtra ...............................................................................312

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Online Scholarship Management: Andhra Pradesh ......................................314CATEGORY: G2G ............................................................................. 317

Forests Government of Karnataka ..................................................................317Border Area Development Program ...............................................................319Gujarat State Land Development ....................................................................320Missing and Found Persons: Andhra Pradesh ...............................................321

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List of Tables Table 1 Evolutionary Economics Approaches ................................................................................ 9Table 2 Biological Spheres and Organizational Systems - the four building blocks of evolution.. 9Table 3 Relationships and their interaction analysis - Analytical Perspective ............................ 35Table 4 Details of the Semi Structure Interview Respondents ...................................................... 37Table 5 E-Governance and Transitional Trajectories .................................................................. 54Table 6 Depicting IMP Approach and dimensions for E-Governance ......................................... 58Table 7 Risks in Requirements Engineering ................................................................................. 64Table 8 Mapping values with six groups of Dawes (2009) framework. ....................................... 74Table 9 Observed Key Information - Citizen Services cases ........................................................ 79Table 10 Additional Information - Citizen Services cases ............................................................ 80Table 11 Observed Key Information - Agriculture cases ............................................................. 84Table 12 Additional Information - Agriculture cases ................................................................... 85Table 13 Observed Key Information - Public Distribution System cases ..................................... 88Table 14 Additional Information - Public Distribution System cases .......................................... 88Table 15 Observed Key Information - Other Services to Citizens ................................................ 89Table 16 Additional Information - Other Services to Citizens ..................................................... 90Table 17 Observed Key Information - Procurement cases ........................................................... 95Table 18 Additional Information - Procurement cases................................................................. 96Table 19 Observed Key Information - Others............................................................................... 98Table 20 Additional Information - Others .................................................................................... 99Table 21 Observed Key Information - Land Management cases ................................................ 103Table 22 Additional Information - Land Management cases ..................................................... 104Table 23 Observed Key Information - Integration of Departments cases .................................. 106Table 24 Additional Information - Integration of Departments cases ........................................ 107Table 25 Observed Key Information - Others............................................................................. 109Table 26 Additional Information - Others .................................................................................. 110Table 27 Key Information - ICT based Citizen Services............................................................. 193Table 28 CSCs and list of services offered ................................................................................. 196Table 29 Key Information - e-KrishiKiran ................................................................................. 199Table 30 Key Information - e-Sagu ............................................................................................. 201Table 31 Key Information - RKMP ............................................................................................. 203Table 32 Key Information - CORE ............................................................................................. 208Table 33 Key Information - E-PASS ........................................................................................... 211Table 34 Key Information - Passport.......................................................................................... 213Table 35 Key Information - Regulation of Corporations and workflow ..................................... 215Table 36 Key Information - Department of Excise, Entertainment and Luxury Tax .................. 217Table 37 Key Information - Cloud-IVR-Monitor ........................................................................ 222Table 38 Key Information - e-Panjeeyan .................................................................................... 224Table 39 Key Information - KSLB .............................................................................................. 226Table 40 Key Information - DSSDI ............................................................................................. 229Table 41 Key Information HD-IITS ......................................................................................... 232

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Table 42 Key Information - Sakala ............................................................................................. 235Table 43 Key Information - Crop Pest Surveillance ................................................................... 237Table 44 Key Information - Intelligent Advisory System for Farmers........................................ 239Table 45 Key Information - E-Uparjan ...................................................................................... 241Table 46 Key Information - Mineral Administration Karnataka ................................................ 243Table 47 Key Information - Mineral Administration and Governance Gujarat ......................... 245Table 48 Key Information - Gujarat Mineral Development Corporation .................................. 247Table 49 Key Information - Geo-Informatics for Forest Rights ................................................. 248Table 50 Key Information - Dharnaksh ...................................................................................... 252Table 51 Key Information - BHOOMI ........................................................................................ 254Table 52 Key Information - E-Court ........................................................................................... 257Table 53 Key Information - iCJS ................................................................................................ 259Table 54 Key Information - Integrated Odisha Treasury Management System ......................... 262Table 55 Key Information - E-Mithra ......................................................................................... 264Table 56 Key Information - AISECT ........................................................................................... 265Table 57 Key Information - Department of Agriculture Maharashtra ....................................... 268Table 58 Key Information - Horticulture Andhra Pradesh ........................................................ 269Table 59 Key Information - Public Distribution System Andhra Pradesh ................................. 271Table 60 Key Information - Citizen Friendly Transport Service ................................................ 272Table 61 Key Information - Child Rights Cell ............................................................................ 273Table 62 Key Information - Public Service Commission ............................................................ 275Table 63 Key Information - Public Grievances .......................................................................... 277Table 64 Key Information - Chief Minister's Office ................................................................... 279Table 65 Key Information - Property Tax Bihar ........................................................................ 280Table 66 Key Information - Purchase Automation System ......................................................... 282Table 67 Key Information - E-Procurement Indian Oil Corporation......................................... 284Table 68 Key Information - Madhya Pradesh Warehouse & Logistics Corporation (MPWLC) 286Table 69 Key Information - Singareni Collieries ....................................................................... 287Table 70 Key Information - Coal India E-Tendering and Reverse auctioning ........................... 290Table 71 Key Information - E-Procurement Indian Railways .................................................... 293Table 72 Key Information - Forests Produce Tracking .............................................................. 296Table 73 Key Information - Municipal Administration and Urban Development ...................... 298Table 74 Key Information - Commercial Tax Department ......................................................... 300Table 75 Key Information - Integrated Child Development ....................................................... 303Table 76 Key Information - Sugar Commission ......................................................................... 304Table 77 Key Information - Agricultural Land Management ..................................................... 305Table 78 Key Information - Land Registration ........................................................................... 307Table 79 Key Information - Land Registration ........................................................................... 309Table 80 Key Information - Loan Disbursement Housing Corporation ..................................... 311Table 81 Key Information - Scholarship Maharashtra............................................................... 312Table 82 Key Information - Online Scholarship Management ................................................... 314Table 83 Key Information - Forests Government of Karnataka ................................................. 317Table 84 Key Information - Border Area Development Program .............................................. 319

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Table 85 Key Information - Gujarat State Land Development ................................................... 320Table 86 Key Information - Missing and Found Persons ........................................................... 321

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List of Figures Figure 1. Society & Organizations coevolution modeling with built & natural environments .... 15

Figure 2. Case study research and triangulation ........................................................................... 34

Figure 3. MLP framework for E-Governance socio-technical transitions ................................... 51

Figure 4. MLP for E-Governance Systems .................................................................................. 51

Figure 5. MLP for E-Governance Systems & Transition Trajectories ......................................... 53

Figure 6. Type of Information Systems G2C ............................................................................ 79

Figure 7. Type of Information Systems G2B/G2G ................................................................... 95

Figure 8. Selection dynamics for Organizations ........................................................................ 129

Figure 9. Type of Information Systems and Organizational Capabilities for E-Governance. ... 131

Figure 10. Society Organization coevolution depicting upward spiraling ................................. 136

Figure 11. Rules of Engagement - Constructs of Investigation - G2C (Citizen Services) ......... 138

Figure 12. Rules of Engagement - Constructs of Investigation - G2B/G2G .............................. 139

Figure 13. IT Governance and Enterprise Architecture for E-Governance. ............................... 146

Figure 14. E-Governance - A Cyclical model of Development, Diffusion and Impact ............. 146

Figure 15. Enterprise Architecture and Organizational Interoperability .................................... 148

Figure 16. Enterprise Architecture and Organizational Interoperability & IMP dimensions .... 148

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List of Abbreviations The following table describes various abbreviations and acronyms used throughout the thesis. However, author elaborated abbreviations at appropriate places in the thesis, for sake of clarity are listed below.

Abbreviation Meaning AAU Anand Agricultural University Agile Iterative and incremental software development method ANT Actor Network Theory AP Andhra Pradesh - a state in Southern India

Bhoomi or Bhu Bharati Meaning Land BOOT Build-Own-Operate-Transfer B2C Business to Citizen CCI Competition Commission of India

CCM Contextual Constructs Model CDAC Center for Development of Advanced Computing CGAP The Consultative Group to Assist the Poor CGG Center for Good Governance CIT Critical Incidence Technique

CIPS Center for Innovation in Public Systems CoI Constructs of Investigation

CORE Centralized on-line Real Time Electronic COTS Commercial-Of-The Shelf

CMC Ltd. A software services company in India CMO CSC Common Service Center CSR Corporate Social Responsibility CST Central Sales tax CTG Center for Technology in Government DNA Deoxyribonucleic Acid DeitY Department of Electronics and Information Technology DRR Directorate of Rice Research DSC Digitally Signed Certificate DSS Decision Support Systems

DSSDI Delhi State Spatial Data Infrastructure eGOVRTD An European Commission co-funded project

eINDIA EDS Electronic Delivery of Services

E-PASS Electronic Payment and Application System of Scholarships ERP Enterprise Resource Planning

GMDC Gujarat Mineral Development Corporation GNFC Gujarat Narmada Valley Fertilizers and Corporation GoAP Government of Andhra Pradesh GSDL Geo-Spatial Delhi Limited GST Goods and Services tax GPS Global Positioning System G2B Government-to-Business

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G2C Government-to-Citizen G2G Government-to-Government

HD-IITS Home Department Integrated IT System ICAI Institute of Chartered Accountants of India iCJS Interoperable Criminal Justice System

ICRISAT International Crops Research Institute for the Semi-Arid Tropics ICS Institute of Company Secretaries ICT Internet and Communications Technology

ICWAI Institute of Cost and Works Accountants of India IKIWISI

IMP Industrial/International Marketing and Purchasing Approach IOS Inter-Organizational Information Systems IO Inter-Organization

IVR Interactive Voice Response IFEG Indian Framework for E-Governance IFRS International Financial Reporting Standard

IT Information Technology IS Information Systems

KM Knowledge Management KSLB Kerala State Land Bank MCA Ministry of Corporate Affairs

MCA21 A project initiated by MCA MDG Millennium Development Goals MIS Management Information System MLP Multi-Level Perspective MMP Mission Mode Projects MP Madhya Pradesh a state in Central India

MRP Material Requirements Planning NeGP National E-Governance Plan NGO Non-Government Organization NIC National Informatics Center

NPCIL National Power Corporation of India Limited NPO Non-Profit Organization

NRSA National Remote Sensing Agency PKI Public Key Infrastructure

PLPF Public Land Protection Force PDS Public Distribution System POS Point-of-Sale PPP Public-Private Partnerships PVO Private Voluntary Organization RE Requirements Engineering

RKMP Rice Knowledge Management Portal RQ Research Question

SCA Service Center Agency SeMT State E-Mission Team SDLC Software Development Life Cycle

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SECI Socialization, Externalization, Combination and Internalization SNA Social Network Analysis SOA Service-Oriented-Architecture SPL Software Product Lines

SSDG State Service Delivery Gateway TPS Transaction Processing System

TRTI Tribal Research Training Institute UIDAI Unique Identification Authority of India

UP Uttar Pradesh - a state in India VLE Village Level Entrepreneur VA Village Accountant

WCDSC Women Child & Disabled Persons XBRL eXtensible Business Reporting Language

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Acknowledgements

First, I would like to thank my wife Padmalata, my daughters Pranati and Subhasahiti and my

mother Balatripura Sundari for their constant support, understanding and encouragement. Without

their support and encouragement, it would not have been possible for me to pursue and achieve

my educational goals. On this occasion I would also like to remember my father late Dr. K.

Subbarao who was a source of inspiration and guidance to me throughout my life.

It would certainly be remiss not to mention and thank my thesis advisor (Chair) Prof. Prabin

Panigrahi. He has been a source of encouragement, mentor and advisor. In the same note, would

also like to thank other two members of my advisory committee Prof. Shubhamoy Dey and Prof.

Kamal Kishore Jain. Without their constructive criticism, support and encouragement this research

and thesis would not have happened.

I would also like to thank all the interview respondents who were willing to spend time from their

busy schedule and answered all my questions. They were very quick and responded immediately

to my requests for additional information. My sincere thanks go to each one of them.

From the start and all along my Fellow Programme, FPM office staff have been supportive and

provided timely inputs. They have also been very amenable, cooperative and patient with my

queries and inadvertent delays. In the same vein, acknowledge the support of IIM Indore library

staff. I also heartily thank Mr. Prabhakar Sharma, Manager, Library of International Institute of

Information Technology, Hyderabad (IIIT-

Without all this support and cooperation, it would not have been possible for me to complete my

Fellow Programme.

I should not forget to acknowledge continuous support, understanding and best wishes I received

from my siblings, whenever I required. Also, acknowledge the support of all my friends who

directly or indirectly helped me to complete this research and thesis.

Lakshminarayana Kompella