January 2010

5th Anniversary Special

Views: 228

Ashutosh Inamdar
Executive Assistant to CEO,
Infrasoft Technologies Ltd, Mumbai

What changes have you seen after the computerisation of government departments?

The computerisation of the government departments has always been a welcome change in the lives of Internet savvy audience like me. Various activities like booking a train ticket, preparing a PAN card, filing an Right to Information (RTI) online etc have not only saved time and money but also increased the transparency of various government processes.

Do you still see the same attitude of 'sarkar-mai-baap' (government is all encompassing) – by the personnel of the government department, which have undergone the computerisation?

In certain situations where I have to visit the government offices personally, I still see the 'sarkar-mai-baap' attitude. There are departments where in, the corruption still exists and you need to shell out money for getting things done at a faster pace. I feel if all departments provide virtual interface on the Internet where in you can get the queries answered or get the work done without going to the department personally.

What are your expectations from government in terms of citizen centric service delivery?

I expect the services to improve to such a level that our e-Government model should be a benchmark in the world. We should not compromise on the quality of delivery and should maintain it for years to come. The government should specifically focus on the feedback from the customers to deliver better citizen centric service delivery.


Uma Jhawar
Administrator
AAKAR-Decorative Packing
Kolkata

What changes have you seen after the computerisation of government departments? 

Firstly, work is processed faster now. Secondly, corruption level has come down. For instance, railway ticket booking has become easier and faster.

Do you still see the same attitude of  'sarkar-mai-baap' (government as all encompassing authority) by the personnel of the government department, which have undergone the computerisation?

Attitude of public servants has not really changed much because they know that their jobs are permanent. Low productivity does no harm to their job.” A government job is for life”, this thinking is the root cause of inefficiency of government servants. No level of computerisation can increase efficiency till this mindset is changed.

What are your expectations from government in terms of citizen centric service delivery?

Firstly and finally, accountability of government servants should be increased. It will improve productivity, efficiency and transparency. Just increasing types of services is not enough, their quality should improve.


Dr. K B Mehra
Director, Bharat Yantra Nigam Ltd. (BYNL)
A Central Goverment Public Sector Unit

Do you still see the same attitude of 'sarkar-mai-baap' (government as all-encompassing authority)- by the personnel of the government department, which have undergone the computerisation?

The attitude of the personnel of government departments has marginally changed in some of the sectors. Computerisation has improved the working in departments like on -line ticket reservation in railways and airline, on-line income tax information and payment etc. It has improved the quality of life of the consumers. 

What are the government departments, according to you, delivering services on time, efficiently and transparently, after computerisation?
The government departments, delivering services on time, efficiently and transparently, after computerisation include- Indian Railways, Education Department and Revenue Department.

What are your expectations from government in terms of citizen centric service deliver?

Main stream programmes are failing to achieve their aims, because they do not debus the transformational opportunities opened up by network technologies.

a. Modernising government infrastructure, processes and communication
b. Improving service delivery to citizens and businesses through all channels not just online
c. Improving public sector efficiency
d. Improving transparency and opportunities for citizen engagement


Deeksha Sharma
Project Coordinator,
Green Foundation, Bangalore

What changes have you seen after the computerisation of government departments? 

In my opinion computerisation of government departments is not completed yet and is still going on. However, after computerisation information has become easily accessible and there is simultaneous increase in transparency. Here the role of Right to Information (RTI) Act is worth mentioning as these two worked hand in hand in making this possible.

Do you still see the same attitude of  'sarkar-mai-baap' (government as all-encompassing authority) – by the personnel of the government department, which have undergone the computerisation?

Computerisation has improved the  practices of personnel in government departments and as mentioned earlier RTI has played role in improving knowledge of citizens, thus there is a change happening in the society and things are becoming convenient. 

What are your expectations from government in terms of citizen centric service delivery?

Firstly, there is strong need of Information, Education and Communication (IEC) to make the citizens aware of services available to them under different schemes and programmes and process on how to avail them. Secondly, there is also need to make the government machinery and system more accountable (Supply) to the citizens.


Jatinder Kumar
Professor and Head
Department of Plant Pathology
College of Agriculture, G.B.Pant University of Agriculture & Technology, Pantnagar

What changes have you seen after the computerisation of government departments? 

Computerising and connecting government departments have definitely improved access to public documents, authentication statements, online payments, filing of statutory returns, online delivery of services, complaints, grievances and suggestions.

Do you still see the same attitude of  'sarkar-mai-baap' (government as all-encompassing authority) – by the personnel of the government department, which have undergone the computerisation?

By and large the behaviour and approach of the employees towards customers have undergone a welcome change after implementation of Information Technology (IT), which is indicative of a much smoother working environment, reduced work load and increased job satisfaction. The positive feelings towards computerised system has progressively increased in view of better management of human resources, accounting and finance, support services, etc.

What are your expectations from government in terms of citizen centric service delivery?

Computerisation has the potential to make possible many far-reaching changes to administrative functions and working practices. Also, with increasing privatisation, it has become imperative to address the issue of service provision in rural areas and the high cost to serve customers.


Dr. Srinivas Shirur
Professor
Finance and Economics
Galgotia Business School

What changes have you seen after the computerisation of government departments? 

Saving of time Better treatment of common man Quick resolution of complaints
 
Do you still see the same attitude of  'sarkar-mai-baap' (government is an all encompassing authority) – by the personnel of the government department, which have undergone the computerisation?

The attitude of  government officials has certainly changed. Since last mile contact with the citizen is usually outsourced (especially in birth and death registration), these people are not properly trained. Hence technical problems still cannot be resolved within reasonable time.
 
What are your expectations from government in terms of citizen centric service delivery?

 
All the services should not only be computerised but should be online. For example, after all the formalities are over, the final document should be downloaded from one's home instead of again visiting government office. In addition, for every activity, time should be fixed within which government should get the work done.


R.R. Vijh
Retd. Director (Sales)
Alembic Pvt Ltd., Noida

What changes have you seen after the computerisation of government departments?

The pace of computerisation is forging ahead intensively in various government departments. Be it railway booking, telecommunication, banking services, Natural Electronic Fund Transfer (NEFT), payment of utility services bill- the changes are manifestly visible and perceptible to the common man.

Do you still see the same attitude of  'sarkar-mai-baap' (government is mother and father) – by the personnel of the government department, which have undergone the computerisation?

 The 'sarkar-mai-baap' attitude can still be seen in the government personnel. The old ways and manner in public dealings are abundantly reflected in the working regime as the ethos of a good, efficient transparent and unbiased work culture in government departments has not yet percolated. There is ample scope of raising the benchmark to the higher level of satisfaction the public can legitimately feel happy about.

What are your expectations from government in terms of citizen centric service delivery?

High fiscal allocations for computerisation have not proved to be commensurate with providing very efficient, transparent, quick and qualitative delivery methodology expected by the people. Certain departments like Land and Revenue Records, registration of property, public distribution of services, judiciary, social security, police department, excise and taxation department are lagging behind, thus agitating the public mind from time to time.


Prof Sharad Manocha
Department of English
DAV College Jalandhar

What changes have you seen after the computerisation of government departments?

The access to government records has become easier. It is now difficult for the officials to say that records can't be found. However, the same red tape mentality is visible like insisting for proofs like ration card when similar proofs are also available or getting the records entered at some other place than the dealing office, thus the leg work for the citizen doesn't decrease.

Do you still see the same attitude of 'sarkar-mai-baap' (government is mother and father) – by the personnel of the government department, which have undergone the computerisation?

The attitude of the mai-baap still exists. The officials still consider it a favour when they do your work. Sense of duty is still missing in the part of the officials. No doubt, computerisation has made things faster. One doesn't have to wait much. Online dealing has made things even more convenient.

what are your expectations from government in terms of citizen centric service delivery?

The staff training in handling the computers with regular updation is more important. Courtesy and patience are two more things that need to be inculcated. Forms, methods, processes need to be more simplified.

Gayatri Maheshwary, gayatri@egovonline.net

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