Turkish Journal of Physiotherapy and Rehabilitation; 32(3) ISSN 2651-4451 | e-ISSN 2651-446X

TIME MANAGEMENT AT CSCS IN SELECTED DISTRICTS OF

M.Sumathy Prof.D.Litt.Research Scholar , Kamraj University Madurai [email protected]

ABSTRACT

E-Governance services have been delivered to the public through Common Service Centres (CSCs) in Tamil Nadu. They are the authorized channels for the delivery of government services to the public. The Government has specified certain guidelines and the CSCs are permitted to deliver services after having followed the guidelines to the satisfaction of the relevant authorities. These CSCs are established in all the districts both in rural and urban areas. The customers of these centres can make available of the e- governance services at lesser time and charges. Hence, the public are interested in availing the government services rather than going to government offices and waiting for a long time to avail the services. The services of CSCs will be deemed successful and effective when they could satisfy the customers. The customers of CSCs expect that their requirements are to be fulfilled by the centres at the earliest. The districts like , Erode, Salem, Trichy, Madurai and Tirunelveli are developing and industrial districts next to . The present study aims at analyzing the time management at CSCs in these districts. A sample of 150 CSCs has been selected from these districts. The data have been collected and analyzed using appropriate statistical tools. The results of the study implied that the CSCs have been effectively managing the time. The time consuming factors were extraordinary flow of customers and their failure to bring the adequate records. They manage the time by taking measures like engagement of additional staff and provision of additional computers.

Keywords: CSC, E-Governance, Measures, Time management

I. INTRODUCTION E-Governance services have made a paradigm shift in the delivery of government services to the public. These services help the citizens to avail the benefits from the government and make use of facilities provided by the government. It is the electronic mode of rendering services to the citizens. All the countries across the world have been implementing e-governance services to the public. In this regard, the has constituted an agency called Tamil Nadu e-Governance Agency (TNEGA). The services rendered through this agency are displayed in the web portal. In order to facilitate the public to avail these services conveniently, comfortably and economically, the government has appointed the Common Service Centres (CSCs) in every district. The CSCs are established in both rural as well as urban areas. They deliver the services to the customers from their nearby areas. Therefore, the customers get benefitted through the CSCs and save their precious time.

II. REVIEW OF LITERATURE Nchuchuwe, F.F. & David, O.A. (2015) in their paper observed that lack of adequate infrastructure has been the major challenge faced by Nigeria in implementing e-governance since the telecommunication and internet services in this country have been found to be outdated and huge investment is required for the modernization of telecommunication industry. High illiteracy rate and corruption have been the obstacles in implementation of e- governance services. Lack of literacy and non availability of committed leadership were other hindrances for implementing e-governance in Nigeria.

Mahajan, N. (2015) has discussed the benefits and challenges of e-Governance. According to her, G2C model was a one stop shop where the citizens can avail the services of the government. Apart from the benefits of G2C model to the citizens, certain challenges are also there. Poor infrastructure, privacy and data security were www.turkjphysiotherrehabil.org 7208

Turkish Journal of Physiotherapy and Rehabilitation; 32(3) ISSN 2651-4451 | e-ISSN 2651-446X considered as the major challenges of e-governance. Policy related issues and lack of trained and qualified human resources for delivering the services also lead to hinder the effective implementation of e-governance. Above all, digital divide is considered as a major threat to implement the e-governance in rural areas.

Singh, S. & Singh, R. (2018) narrated that infrastructure creation and policy formulation have been the primary challenges while technology and integrated management also other challenges to be taken into account before implementation of e-governance. Imparting of skills, attitude and behaviour to the personnel involved in the service delivery are important issues. The opportunities of e-governance are subject to information security, its confidentiality and trustworthiness and satisfactory delivery of services.

III. STATEMENT OF THE PROBLEM The CSCs require certain essential equipments for rendering the e-governance services to the customers. They provide infrastructure in accordance with the guidelines provided by the authorities. They try to deliver the services at the earliest. The customers will be more satisfied if they could make available the services quickly and promptly. Therefore, the time management is an essential requirement for the CSCs towards satisfaction of customers. The existing studies have not given much focus on the time management of the CSCs. Hence, the present study has been undertaken.

OBJECTIVES OF THE STUDY The following are the objectives of the study:

1 To assess the essential equipments available at the CSCs.

2 To examine the provision of essential equipments at the CSCs in the selected districts

3 To analyze the determinants of time taken for service delivery and

4 To investigate the measures taken by the CSCs for time management

IV. METHODOLOGY The present study is a descriptive and exploratory study based on survey method. The data required for the study have been collected from the primary sources. Due to the pandemic situation, the data have been collected from the sample respondents both through questionnaire as well as through Google forms. For this purpose of the study, 25 CSCs each from the selected districts of Tamil Nadu – Coimbatore, Erode, Salem, Trichy, Madurai and Namakkal have been chosen as the sample respondents. In this regard, the details of CSCs have been obtained from the relevant authorities of TNEGA. The size of sample has been fixed to be 150. These respondents have been selected using systematic random sampling from the list of CSCs in each of the sample districts. The data have been analyzed using simple percentage analysis, mean, standard deviation, chi square analysis and Kruskal Wallis test.

ANALYSIS AND INTERPRETATION The primary data collected from the sample respondents have been analyzed in three different perspectives. The first part of the analysis deals with the essential equipments available at the CSCs as a whole and district wise. The determinants of time taken for service delivery have been discussed in the second part and the focus of the third part was on the measures taken by the CSCs for time management.

TABLE 1: No. OF ESSENTIAL EQUIPMENTS AVAILABLE AT CSCs

Equipments 1 2 3 4 Total Computers 14 57 56 23 150 9.30% 38.00% 37.30% 15.30% 100.00% Printers 55 36 40 19 150 36.70% 24.00% 26.70% 12.70% 100.00% Scanners 70 33 35 12 150 46.70% 22.00% 23.30% 8.00% 100.00% www.turkjphysiotherrehabil.org 7209

Turkish Journal of Physiotherapy and Rehabilitation; 32(3) ISSN 2651-4451 | e-ISSN 2651-446X

Web camera 75 47 15 13 150 50.00% 31.30% 10.00% 8.70% 100.00% Biometric devices 68 43 22 17 150 45.30% 28.70% 14.70% 11.30% 100.00% Source: Primary Data

It could be learned from the Table 1 that out of 150 Common Service Centres (CSC) taken for the study, 38 per cent of them has provided 2 computers and 9.3 per cent of them have provided a single computer in their centres. Single printer has been provided by 36.7 per cent of the CSCs and 4 printers have been provided by 12.7 per cent of them. The sample respondents revealed that 46.7 per cent of them have been equipped with a single scanner while 8 per cent of them have possessed 4 scanners. Provision of a single web camera has been made by 50 per cent of the sample respondents whereas 4 web cameras have been procured by 8.7 per cent of them. About 45.3 per cent of the respondents have been running their centres with a single biometric device whereas 11.3 per cent of them have provided 4 biometric devices. It implies that computers and printers have been provided in higher quantities while scanners and web camera have been procured in lesser quantities.

TABLE 2: DISTRICT WISE ESSENTIAL EQUIPMENTS AVAILABLE AT CSCs

Districts No. of No. of No. of No. of Web No. of computers printers scanners camera biometric devices Coimbatore 2.16±0.94 1.84±0.99 1.84±0.99 2.24±1.09 2.24±1.13 Erode 2.88±1.01 2.16±0.99 1.72±0.98 2.12±1.05 1.68±1.03 Salem 2.60±0.82 2.00±0.91 2.08±1.08 1.92±1.08 1.92±1.12 Trichy 2.80±0.71 2.40±1.16 2.00±1.12 1.60±0.87 2.20±1.12 Madurai 2.56±0.82 2.36±1.15 2.04±0.98 1.56±0.65 1.72±0.84 Tirunelveli 2.52±0.71 2.16±1.14 1.88±0.97 1.20±0.41 1.76±0.83 Total 2.59±0.86 2.15±1.06 1.93±1.01 1.77±0.95 1.92±1.03 Source: Primary Data Mean± S.D.

From the Table 2, it is divulged that the CSCs in have provided the highest average number of computers and the lowest average number of computers has been provided at the CSCs in . The average number of printers was found to be the greatest at the CSCs in Trichy District while the lowest average number of printers was provided at the CSCs in Coimbatore District. The CSCs in have procured the highest average number of scanners and the lowest average number of scanners was made available at the CSCs in Erode District. The highest average numbers of web cameras and biometric devices have been provided by the CSCs in Coimbatore District. The lowest average numbers of web cameras and biometric devices were found at the CSCs in and respectively.

V. DETERMINANTS OF TIME TAKEN FOR SERVICE DELIVERY The CSCs require certain time for delivery of services to the customers. It depends upon the nature of service delivered. Sometimes, apart from the nature of service, other factors also determine the time taken for service delivery. For the purpose of this study, the following factors have been considered:

1 Extraordinary flow of customers

2 Adequate records are not brought by the customers

3 Inadequate infrastructure

4 Technical problems and

5 Power problem

The CSCs could complete the service delivery before; within or beyond the average time required for service delivery. In this study, an attempt has been made to identify the determinants of time taken for service delivery. www.turkjphysiotherrehabil.org 7210

Turkish Journal of Physiotherapy and Rehabilitation; 32(3) ISSN 2651-4451 | e-ISSN 2651-446X

Null Hypothesis H01: There is no significant relationship between extraordinary flow of customers and actual time taken for service delivery

Null Hypothesis H02: There is no significant relationship between failure of customers to bring adequate records and actual time taken for service delivery

Null Hypothesis H03: There is no significant relationship between inadequate infrastructure and actual time taken for service delivery

Null Hypothesis H04: There is no significant relationship between technical problems and actual time taken for service delivery

Null Hypothesis H05: There is no significant relationship between power problem and actual time taken for service delivery

TABLE 3: DETERMINANTS OF TIME TAKEN FOR SERVICE DELIVERY

Determinants Level Less than Average More Total Chi p Result average time than square value time average value time Extraordinary SA 1 7 18 26 36.455 0.000 Rejected flow of A 2 10 15 27 customers N 5 3 8 16 D 20 14 10 44 SD 20 10 7 37 Adequate SA 3 7 19 29 48.07 0.000 Rejected records are A 0 2 12 14 not brought by the N 4 14 3 21 customers D 17 10 9 36 SD 24 11 15 50 Inadequate SA 8 10 21 39 10.558 0.228 Accepted Infrastructure A 22 12 17 51 N 11 10 10 31 D 2 6 5 13 SD 5 6 5 16 Technical SA 6 5 7 18 5.635 0.688 Accepted Problems A 16 14 12 42 N 9 8 19 36 D 9 8 12 29 SD 8 9 8 25 Power SA 7 3 7 17 1.883 0.984 Accepted Problem A 7 9 9 25 N 9 8 11 28 D 15 15 19 49 SD 10 9 12 31 Total 48 44 58 150 Source: Primary data

SA – Strongly Agree; A – Agree; N – Neutral; D – Disagree; SD – Strongly Disagree

Table 3 evinces that the respondents who have strongly agreed to extraordinary flow of customers have taken more than average time required for service delivery. Higher proportion of agreed CSCs also has stated that they www.turkjphysiotherrehabil.org 7211

Turkish Journal of Physiotherapy and Rehabilitation; 32(3) ISSN 2651-4451 | e-ISSN 2651-446X had to take more time than the average time for the delivery of services to the customers. However, those who have either disagreed or strongly disagreed have opined that they could render the services within the average time. The chi square value and p value (p<0.01) also indicated that there exists a significant relationship between extraordinary flow of customers and time taken for service delivery.

Similarly, failure of customers to bring adequate records also has caused the CSCs to take more time than the average time required for service delivery. It is supported by the chi square value and p value (p<0.01). The p values relating to the other factors have been found to be greater than 0.05 revealed that the relationship between these factors (inadequate infrastructure, technical problems and power problem) and time taken for service delivery was not significant.

MEASURES TAKEN TO MANAGE THE TIME In the event of more time taken for service delivery, the CSCs are expected to take certain measures to manage the time and deliver the services to the entire satisfaction of the customers. In this regard, the CSCs are taking the following measures;

1 Provision of adequate furniture for customers waiting

2 Provision of additional computers

3 Provision of generator/UPS

4 Display of records required and

5 Engagement of additional staff

With a view to examine whether these measures have been successful in efficient management of time, the following hypothesis has been tested:

Null Hypothesis H0: The measures taken by the CSCs are not effective in managing the time taken for service delivery

TABLE 4: MEASURES TAKEN FOR TIME MANAGEMENT –

KRUSKAL WALLIS TEST

Measures taken N Mean Chi DF p value Result Rank square value Provision of adequate furniture 25 74.34 4.205 4 0.379 Accepted Provision of additional computers 39 72.29 Provision of Generator/UPS facilities 49 79.21 Display of records required 11 94.14 Engagement of additional staff 26 66.54 Total 150 According to the Table 4, the chi square value was 4.205 and the p value was 0.379 (p>0.05). The p value in excess of 0.05 leads to the acceptance of null hypothesis. Therefore, it is inferred that the measures taken by the CSCs for time management and actual time taken for service delivery are not significantly related. However, having the lowest mean rank of 66.54, engagement of additional staff has been found to be effective in managing the time followed by provisional of additional computers with the mean rank of 72.29 and provision of adequate furniture with the mean rank of 74.34. The effectiveness of display of records required and provision of generator/UPS facilities has been found to be lesser than the above measures.

FINDINGS The results revealed that at least two computers have been provided by the most of the CSCs while the greatest proportion of CSCs has been rendering the services a single printer. It is further observed that the number of www.turkjphysiotherrehabil.org 7212

Turkish Journal of Physiotherapy and Rehabilitation; 32(3) ISSN 2651-4451 | e-ISSN 2651-446X scanners procured by the highest proportion of CSCs was just one. Half of the total CSCs have been delivering services with a single web camera while the majority of the CSCs manage to deliver services to the customers with a single biometric device.

The CSCs in Coimbatore District has been functioning with the highest number of web camera while the CSCs in Erode District have been rendering services to the customers with the greatest number of computers. The number of scanners provided by the CSCs in Salem District was the highest among all the CSCs. The greatest number of printers has been used by the CSCs in Trichy District. The lowest number of web camera has been used by the CSCs in Tirunelveli District and the lowest number of bio metric devices has been procured by the CSCs in Madurai District.

Extraordinary flow of customers and failure of customers to bring adequate records have caused consumption of more time for service delivery. Inadequate infrastructure, technical problems and power problems have not significantly contributed for consumption of more time.

The effective measures to manage the time required for service delivery were engagement of additional staff and provision of additional computers.

SUGGESTIONS The research findings have given ideas to the researcher for offering the following suggestions:

1 The CSCs in Coimbatore District shall increase the number of computers, printers and scanners. It is suggested that the numbers of printers, scanners and biometric devices are to be enhanced by the CSCs in Erode District. The recommendation for the CSCs in Salem District is to increase more web cameras and biometric devices. The CSCs in Trichy District have to increase the number of scanners and web cameras. It would be better for the CSCs in Madurai District and Tirunelveli District if they could increase the number of scanners, web cameras and biometric devices.

2 In the event of extraordinary flow of customers, it is suggested that the CSCs shall engage additional staff and provide more computers for managing the time effectively.

3 It is recommended to the CSCs that they shall display the recorded for availing various services in prominent places in order to avoid the failure of customers to bring the adequate records and to save the time required for service delivery.

4 Adequate furniture shall be provided to the customers for waiting when they are in a long queue for service delivery.

5 Supporting staff shall be appointed for helping the customers to suggest them for bringing adequate records. Before approaching the operator, the supporting staff shall verify and organize the records required for service delivery.

VI. CONCLUSION The Common Service Centres have been playing a vital role in the service delivery to the customers. They are the executing authorities for e-governance services. The study conducted in the selected districts reveals that the CSCs have been managing the time efficiently. They have realized the reason for additional time required to render their e-governance services. They have been taking various measures to manage the time effectively. The extraordinary flow of customers and their failure to bring adequate records have been the major reasons for consumption of more time to deliver the services. These are managed by the CSCs by engaging additional staff and providing additional computers.

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Turkish Journal of Physiotherapy and Rehabilitation; 32(3) ISSN 2651-4451 | e-ISSN 2651-446X

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