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Time Management at Cscs in Selected Districts of Tamil Nadu

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Time Management at Cscs in Selected Districts of Tamil Nadu Turkish Journal of Physiotherapy and Rehabilitation; 32(3) ISSN 2651-4451 | e-ISSN 2651-446X TIME MANAGEMENT AT CSCS IN SELECTED DISTRICTS OF TAMIL NADU M.Sumathy Prof.D.Litt.Research Scholar , Madurai 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 Coimbatore, Erode, Salem, Trichy, Madurai and Tirunelveli are developing and industrial districts next to Chennai. 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 government of Tamil Nadu 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 Erode District have provided the highest average number of computers and the lowest average number of computers has been provided at the CSCs in Coimbatore District.
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