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E-governance means ‘electronic governance’. It is application of Information Technology in government functioning in order to have good and smart gover

Today, it is the largest financial services group in Malaysia. Its extensive products and services include commercial banking, investment banking, Islamic banking, offshore banking, leasing and hire purchase, insurance, factoring, trustee services, asset management, stock broking, nominee services, venture capital and Internet banking. (http://www.maybank2u.com.my/)

Maybank currently ranks among the top five banks in ASEAN, and is a Qualifying Full Bank (QFB) in Malaysia. For the convenience of Maybank customers, all Maybank’s 374 branch offices and more than 2,800 ATM machines are strategically located in both the business districts and suburban estates.( http://www.maybank2u.com.my/)

Today, Maybank proudly stands above its peers as Malaysia’s flagship financial services group in a vibrant, strong and highly competitive banking and financial services landscape. Total assets of the Group stand at RM310.7 billion.( http://www.maybank2u.com.my/)

2.0 Internal

Chiefly, the environmental factors are categorized into two different groups, they are internal and external. Internal factors are taken place within the boundaries of organisation. Specifically to the case of Maybank, there are few significant internal factors that they are subject to will be examined such as products and services, vision and mission, SWOT analysis, and Leadership.

2.1 SWOT analysis

Strength

– well known bank 374 branch offices in Malaysia.

– more than 2,800 ATM machines

– Correspondent banking relationship with 700 foreign banks throughout the world.

– Strong performance where it was listed second largest in Malaysia Stock Exchange and Bursa Malaysia

Weaknesses

-Inefficient Service and poor customer Service.

– Have to pay huge amount of money to stakeholder

Opportunities

-experts in the industry and shares their experience with the employee

– Maybank have many other investments from other companies

Threat

– Economic slowdown like right now where stalling economies are bad for the banking sector

Table 1.0 SWOT analysis

2.1.1STRENGTHS

It is a well known bank where it have over 374 branch office and more than 2,800 ATM machines. Correspondent banking relationship with 700 foreign banks throughout the world. It also have diversity in product where they provide opening account, giving loan, credit cards, investment & insurance, and Islamic banking.(http://www.maybank2u.com.my/)

Strong performance where it was listed second largest in Malaysia Stock Exchange and Bursa Malaysia and Maybank workforce come from a multifaceted background of skills, disciplines, experience and industry knowledge to create talented teams of idea generators.

2.1.2WEAKNESSES

Inefficient Service and poor customer service, for example Maybank does not have bank systems be automated with built-in security features to verify their customer’s accounts and details without having to rely on a piece of physical paper with a signature. This would make customer harder to replace card or change account if go to different branch. This kind of service is totally unacceptable in today’s competitive world where time equals money.

Have to pay huge amount of money to stake where dividend payout ratio (of 60%) to the stakeholders. They set policy to pay dividend of 60% percent of their profit as the long term policy. (http://www.maybank2u.com.my/)

2.1.3OPPORTUNITIE

Growth of existing market where Maybank is experts in the industry and shares their experience with the employee so by then they can expand further in the industry.

Maybank have many other investments from other companies and expand its operations in Vietnam, China, Philippines and India. (http://www.maybank2u.com.my/)

2.1.4THREATS

Economic slowdown like right now where stalling economies are bad for the banking sector as it impedes loans growth which is the sector’s bread and butter (borrowers become more cautious) and it stirs up bad loans (due to the burden of rising borrowing cost) which in turn erodes a bank’s financial comfort.) The job is made harder by a brutally competitive landscape

HSBC and how it has grown from the Hong Kong and Shanghai Banking Corp in the past to becoming a truly global bank today. They were even been bold enough to venture into Islamic Banking and created HSBC Amanah at a time when most banks, especially foreign ones, were figuring out what Islamic Bank was all about and were skeptical.(http://www.hsbc.com.my/1/2/personal-banking/deposits/basic-current-and-amanah-basic-current-account-i)

2.2Product and service

Maybank product and service range includes commercial banking, investment banking Islamic banking, offshore banking, insurance and takaful, factoring, trustee services, asset management, stock broking, nominee services, venture capital and internet banking.Maybank has consistently set new benchmark for the product and service delivery by achieving many firsts in the industry which include the first to introduce a rural credit scheme, mobile banking services, internet banking and receivable financing on a non-recourse basis.( http://www.maybank2u.com.my/)

The product is designed to satisfy a certain need and normally is sold in a competitive environment and so that product success is very much driven by market forces and must compete on cost, quality in the board sense, and delivery time.(Derek L.Waller 2003,page 147)

In an effort to reinforce service quality standards and continuously promote service excellence, the Maybank implements various programmes such as customer sales, and service training programmes, service standards monitoring, and customer surveys.

In Maybank, it has several different type of savings account services provide to the customer.Example for the savings account products are Golden Savers Saving Account, specially tailored for senior citizens, retirees and those planning for early retirement. This account offers high returns and a host of other benefits and discounts meant to enhance your golden years. Yippie saving account a saving account designed for children aged below 18 years old.Children can start an account with as little as rm1, and enjoy monthly dividend on a profit-sharing basis. (To get more information, please refer to appendix 1 and appendix 2) (http://www.maybank2u.com.my/)

2.3 Vision and mission

Vision

The visions of Maybank are “To be a leading regional financial services group by 2015.”

Mission

An organization need to have effective operation management effort must have Mission, it will help them knows it is going and provide boundaries and focus for organization. Maybank mission are

1) To be the top five financial services group in South/South East Asia, by size and

Performance.

2) Undisputed leadership in Malaysia, across all high margin/profitable products/segments

3) Truly regional organization, with 40% of gross loans derived from international

operations

4) Recognition for delivering innovative and superior value proposition to customers

5) Top quartile employer of talent in each of our markets.

(http://www.maybank2u.com.my/)

(To get more information please refer to appendix 3)

Figure 1.0 Leap 30 Performance Improvement Programme

2.4 Leadership

Maybank is committed to inculcating a leadership culture which not only encourages high impact communication but also values ideas and feedback. Active communication is the key to ensuring Maybankers are well-informed and knowledgeable about the Group’s operations, business strategies and management decisions.

As part of Maybank vision to create world-class managers, Maybank have a robust Leadership Model built on the leadership philosophy and competencies that are required to support the Group’s aspirations. Maybank’s leadership philosophy describes the essence of a great leader guided by the corporate values of teamwork, integrity, growth, excellence, efficiency and relationship building. The leadership competencies serve as a guideline for assessment of leaders and reiterate the six core competencies that every Maybank leader should have. These are strategic thinking, a spirit for achievement, ability to develop talent and cultivate relationships, being customer-centric and the desire to innovate and change. (http://www.maybank2u.com.my/)

In order to increase the effectiveness of maybank staff, a Mentoring programme was introduced for the succession plan candidates of identified C-suite positions. Foundation programmes within Maybank’s Personal & Managerial Effectiveness Learning Roadmap were also structured for entry level and executive positions while intermediate programmes were targeted at team leaders and new managers. The advanced programme promotes a talent development culture which places emphasis on leadership across all boundaries. One such example is the Maybank Great Manager (MGM) programme aimed at improving managerial skills, capabilities and knowledge. In 2009, a total of 103 Human Capital workshops involving the participation of 2,000 managers were completed.(http://www.maybank2u.com.my/) Maybank Annual report 2009

3.0External

3.1Political and Legal

The operations of Maybank are affected by the government policies on the regulations of banking industry. Currently government are controlling the marketing of banking industry because of responsible for promoting a stable monetary and financial structure.. Governments also control the license given for open the banking industry and other legislation need to follow such as Central Bank of Malaysia act 2009,Banking and Financial Institutions Act 1989(BAFIA), and Exchange Control Act 1953. (http://www.bnm.gov.my/index.php?ch=14)Good relationship with government in giving mutual benefits such as employment and tax is a must for the company to succeed in any foreign market. Maybank should also protect its workers by ensuring all the hiring, compensation, training or repatriation is according to Malaysian Labor Law as stipulated. Example Wages, salaries, bonuses and social security contributions are recognised as an expense in the year in which the associated services are rendered by employees of the Group and the Bank.(http://www.maybank2u.com.my/)

3.2Economics

The year 2009 was tough would be an understatement given the upheaval created worldwide as a result of the global financial crisis that saw financial giants fail or requiring Government support. In these difficult times, Maybank remained prepared and strong. Maybank was able to withstand the challenges of a highly stressed and competitive operating landscape given its strong capital and liquidity position, and continued to play a significant role in ensuring that credit remains available to help the Malaysian economy and to support Malaysian business and consumer economic activities. Example For the year ended 30 June 2009, Maybank recorded higher revenue of RM10.5 billion compared to RM9.6 billion last year. However, net profit was lower at RM691.9 million compared to RM2.9 billion recorded in the previous year. The lower profit was largely due to higher loan loss provisions, interest on the additional RM9.1 billion securities and subordinated debts issued in 2008 as well as the impairment charges in relation to its investment in BII and MCB Bank of RM1.62 billion and RM353 million respectively. Excluding the impairment charges and the reversal of the allowances for the non-refundable deposit for the BII acquisition, Maybank Group’s core profit after tax stood at RM2.18 billion. ( (http://www.maybank2u.com.my/)( To get more information please refer to appendix 4)

3.3 SOCIAL

The changing lifestyles of Malaysia due to development of Malaysian economy should be also taking into consideration. While more people are able to purchase car and house, there are a number of housing loan and hire purchase packages that have been developed in the market to suit the particular needs of the borrower. They want to have greater innovation, value, quality in services and more conveniences that can differentiate one bank from another. Besides that, Consumers want technology in their life and facilities such as credit card payment, online banking channel for payments or opening a bank account. All these needs should also be taken into consideration. For example Maybank online portal has the largest number of payee corporations. Close to 700 types of bills can be paid via Maybank2u.com (http://www.maybank2u.com.my/)

3.4Technology

Technology is widely recognised by various literatures on strategic management (Capron and Glazer, 1987; Johnson and Scholes, 1993).Over the past few decades the impact of technology, in particular information technology, is undisputed in almost every aspect of banking industry. Currently, Maybank is the established market leader in online banking in Malaysia, with the largest user base of 3.8 million customers and the highest number of web based product offerings online. Maybank2u.com was voted as the Best Brand for Banking Online and was awarded the Brand Laureate Award by the Asia Pacific Brands Foundation. Besides that, Maybank employ the latest in encryption technology to ensure safety and confidentiality of your transactions. (http://www.maybank2u.com.my/)

3.5Environmental

Maybank has a strong policy that supports environmental issues. Maybank efforts to reduce its carbon footprint encompass both its operational as well as product offerings.

In daily operations, environment-friendly practices are constantly encouraged. This includes recycling of paper, electronic communication, utilising energy-saving practices for lighting and air-conditioning as well as centralised printing to reduce use of individual printers and consumables. Example in introducing new products, Maybank is offering more paperless transactions, implementing electronic payment and online statements. The new American Express Gold Credit card provides online statements, while the nation’s first Online Bill Presentation service with Tenaga Nasional Berhad introduced electricity bill statement and online payment via Maybank2u.com.( http://www.maybank2u.com.my/)

Task2

4.0 Influence of policies and decision making on E- business

E-banking is defined as the automated delivery of new and traditional banking products and services directly to customers through electronic, interactive communication channels. E-banking includes the systems that enable financial institution customers, individuals or businesses, to access accounts, transact business, or obtain information on financial products and services through a public or private network, including the Internet. Customers access e-banking services using an intelligent electronic device, such as a personal computer (PC), personal digital assistant (PDA) or automated teller machine (ATM).( Institut Bank; Bank Malaysia)

4.1 Influence of policies and decision making on E- business to customer

4.1.1ATM (automated teller machines)

Automated teller machines providing banking services, in particular cash dispensing service which facilitate direct withdrawals from deposit accounts and check account balance at previously unfeasible location and time. ATM are efficient in dispensing controlled amount of cash rapidly and accurately. To move customer to more efficient delivery channel, ATM handle other simple transactions, which are often categorized as being of low value to the bank.(Institut Bank ;Bank Malaysia)

Maybank provide more than 2,800 ATM machines are strategically located where customers require cash to make purchases, such as at shopping centres, PETRONAS petrol service station or outside the branch premises. Maybank customers are able to conduct banking transactions after normal office hours. Maybank ATM performs banking transactions including cash withdrawals and funds transfers at customer preferred time; convenient access to cash, in local currencies, when customers are overseas. .( http://www.maybank2u.com.my/)

4.1.2E statement

With the growth and maturity of online statement delivery, paperless statements are fast becoming the norm in the banking industry. Paperless statements under different service tags ranging from E-Statements, Email Statements, PDF Statements and Online Statements. Paperless statement can be made available through emails, e-banking services or over websites and are usually free of charge.

Maybank bank is offering more paperless transactions, implementing electronic payment and online statements Example the new American Express Gold Credit card provides online statements, while the nation’s first Online. Customers are also being to switch to online statements instead of receiving printed copies. It is easy n convenient for customer to tracking personal financial and mange personal account online any time. (http://www.maybank2u.com.my/)

4.1.3Credit card (online transaction)

A card that allows a person to purchase goods and services by paying with money borrowed from a creditor. The borrower then repays the credit card company, often with interest. The borrower doesn’t always have to pay interest, because paying the debt off on time might not result in interest being charged.

http://157.166.255.31/2009/LIVING/studentnews/03/15/financial.glossary/index.html

Credit card is often the most convenient method around when customers need to buy something important or when customers need to fund an emergency that occurs. Maybank offers a wide variety of credit cards. There are different types to suit different lifestyles and needs. There is the Maybank-Sogo Visa Card in Classic and Gold, The Classic and Gold MasterCard and the Classic and Gold Visa card. The Maybank credit card payment online service is a facility that is available to customers. The valued customer can pay a variety of bills over the internet by using a Maybank credit card. It saves plenty of time that would be better spent on other pursuits and projects. ( http://www.maybank2u.com.my/)

There are rewards to be had when customer use the Maybank credit card payment online service. Customer becomes eligible for points under the bank’s GiftPoints programme when customers use their Maybank credit card to make purchases over the Internet. (http://www.maybank2u.com.my/)

4.1.4 E-shopping

Improve on its policy of meeting the customer needs efficiently and effectively by assisting the commercialisation of e shopping. Customer can find it convenient and easy to online shopping from the comfort of their home or office. Maybank offer variety of product service online such as electronics, gift and collectibles, health and beauty, kids and newborn, branded fragrances, clothing and travel gear. (http://www.businessdictionary.com/definition/online-shopping.html)

Decision making

Maybank Customers can purchase a variety of products and services online and pay conveniently by direct debit from their Maybank Savings and Current Accounts Maybank2u.com Cyber Mall offers convenient and reliable online shopping. Maybank number one focus is customer satisfaction. Customer can expect quality merchants, value for money and take advantage of special offers. Enjoy shopping at customer own convenience from customer home or office with the assurance of a secure connection. Maybank trust that shopping at Maybank2u.com Cyber Mall will be a rewarding experience.( http://mall.maybank2u.net/main.jsp?pageid=Home)(To get more information, please refer Appendix 6 )

4.2Influence of policies and decision making on E- business to business

The flagship B2B cash management system from Maybank, Maybank2e.net, remains a sought-after solution as it maintains its cutting-edge lead in managing complex financial supply chain and working capital activities under a well integrated platform. The system has expanded its capabilities and currently contains six different modules: Information Management, Payables Management, Receivables Management, Liquidity Management, and Financial Supply Chain and Corporate Services.

The cash management front is becoming increasingly demanding where companies have to efficiently manage liquidity across their businesses. A strong testimony to Maybank our commitment is the number of awards accorded by international organisations to Maybank2e.net including FinanceAsia Best Cash Management Bank Country Award 2009, Best Cash Management Bank for Malaysia Asset Triple A Transactional Banking Awards, Best Local Currency Cash Management Services 2008 Award by AsiaMoney Polls and Alpha SEA Best Cash Management Bank Award. (To get more information, please refer to appendix on title of Award and Recognition.) (http://www.maybank2u.com.my/)

4.2.1 E-payment

Electronic payment is any digital financial payment transaction involving currency transfer between two or more parties (source: World Bank) Internet is usually believed to be the only mode. In reality e-payments cover a much broader range (phone, interbank networks, etc)(http://www.intracen.org/e-trade/docs/nepal/catani.pdf)

Maybank2e.net e-payment represents a revolution in the manner in which customer business is able to execute payment transactions. It caters for a complete range of payment transactions such as funds transfers and local / foreign remittances. Maybank e-payment also provides a comprehensive payroll service, allowing customer to automatically credit employee salaries directly into their designated accounts. Convenience is offered via the ability to submit contributions online to statutory bodies such as Employees’ Provident Fund (EPF) and Social Security Organization (SOCSO). (http://www.maybank2e.net/is_epayment.shtml)

Submitting payments online increases the efficiency of the payment process by cutting down manual tasks and processes. Payments can be made to both Intrabank (within Maybank Group) and Interbank (other local banks) accounts through the GIRO and RENTAS platforms. All transactions are guaranteed total security with Maybank leading edge security infrastructure. With online reporting, customer access to accurate and timely information for account reconciliation. Customer can view their file status, download processed files or print a summary of the processed files.

4.2.2E security

Maybank2e.net is highly committed in ensuring that all transactions performed through www.maybank2e.net are secure, safe and confidential. The security features of Maybank2e.net have been tailor-made to meet the requirements of corporate users. Maybank2e.net is located within the internal security system of the bank, which provides firewall systems, strong data encryption (128-bit SSL), anti-virus protection and round-the-clock security surveillance systems. Beside that, regular security reviews of Maybank systems by Maybank internal system auditor as well as external security experts. In additional, Maybank2e.net has incorporates a comprehensive security infrastructure, utilising binding encryption on all data transmission. Security control is further enforced via audit trails, dual control access levels and re-authentication. This guarantees that corporate user transactions are protected, private and secure at all times. (http://www.maybank2u.com.my/)

5.0Effectiveness of e-business in Maybank

5.1Electronic Banking

Maybank’s Consumer Banking is anchored by its strong franchise, which encompasses the most extensive ATM network coverage in Malaysia. Maybank maintains the lead in having the most number of largest ATM network in the country with market share of 32%. During the year, Maybank installed 92 Off-Bank ATMs throughout Malaysia. In January 2008, the branch network was migrated from a legacy framerelay system to an Internet Protocol Virtual Private Network (IPVPN), leading to reduction in network complexity, easier network management and improved cost effectiveness as well as exchange of encrypted confidential data. Currently the IPVPN service operates at more than 400 branch networks, over 2,800 ATMs and 160 point-of-sales merchant networks. (http://www.maybank2u.com.my/)

Figure 2.0 Number of Maybank ATM and CDM

From Figure 2, it shows that, Maybank has increased their number of ATM machine by 107% from 1356 to 2804 in year 2005 to 2009. Beside that, Maybank has increased their number of CDM machine by 87% from 485 to 910 in year 2005 to 2009.

5.2Online banking

Maybank2u.com is the No.1 Internet banking website in Malaysia with 3.8 million registered users and a market share of over 54%. The strong growth during the year was attributed to innovative product offerings through electronic commercial transactions as well as a shift from simple fund transfers to more complex transactions. Example the First Public Report of Online Usage in Malaysia released by comScore – a leader in measuring the digital world, listed Maybank2u.com as the top local site in Malaysia. The report includes a ranking of the most visited Internet properties and top visited local-based properties, based on the comScore World Metrix service. In June 2009, 9.3 million people in Malaysia age 15 and older accessed the Internet from home and work locations, with each consuming an average of 1,066 pages of content and spending nearly 14 hours online during the month. Maybank2u.com topped the list as the most visited local site, with more than 1 million visitors, reaching nearly 12 percent of all Malaysians online, making it the most engaging site of the top 10 Malaysian properties. (http://www.maybank2u.com.my/)

Figure 3.0 Top 10 sites in Malaysia

5.3 New Electronic Services

Maybank introduced the All-new, All-you Maybank2u.com by revamping Maybank existing website with new features in compliance with web 2.0 technology. Maybank also kicked off Malaysia’s first online bills summary by a bank, My Bills. Initially launched with Tenaga Nasional Berhad, users can now also view, pay and save DiGi and TM bills via this facility. (http://www.maybank2u.com.my/)

Additionally, Maybank online portal enables users to make additional ASB investments online, the first and only facility in Malaysia. Launched by the Prime Minister on 21 April 2009, the facility also allows third party investment in ASB. (http://www.maybank2u.com.my/)

Currently, Maybank online portal has the largest number of payee corporations. Close to 700 types of bills can be paid via Maybank2u.com. This will be further bolstered with additional Government-partnered initiatives such as online payments for Agensi Kaunseling dan Pengurusan Kredit, Skim Simpanan Pendidikan Nasional and the Ministry of Finance Housing Loan Scheme. (http://www.maybank2u.com.my/)

6.0Area to improvement

6.1Hire expertise, provide training

Maybank should hire more expertise in order to implementation and administration e-banking efficiently and effectively. Beside that, Maybank should provide a holistic approach enhancing employee skills and competencies through its online e-learning programmes. The programmes include upkeep, maintenance, security and implementation of networks. All crew members should be well-trained before sending them to work career.

6.2Improve quality of maybank website (www.maybank2u.com.my/)

Maybank should consume extensive amounts of time and money to define, design, develop, test, implement, and maintain website in order to improve the quality of e products and service. Beside that, Maybank staff should treating complaints seriously and resolving them as quickly and fairly as possible.If Maybank wants their Maybank2u.com to be popular among online banking website it should leave the user with a positive impression about the organization, so consumers can get an impression that the company cares about them.

6.3Increase online security

Maybank should ensure that all transactions performed through their online financial service are secure, safe and confidential by installing the latest firewall systems, strong data encryption, anti-virus protection and round-the-clock security surveillance systems to detect and prevent any form of illegitimate activities on maybank network systems. Beside that, keep on update privacy protection control systems when new versions are released. So that Maybank customers can enjoy Maybank Internet Banking with total peace of mind.

6.4 Increase Maybank e shopping

At Maybank2u.com Cyber Mall, Maybank offer variety categories such as electronics, gift and collectibles, health and beauty, kids and newborn, branded fragrances, clothing and travel gear but each category provides few or even none of product and service. Example the travel gear didn’t provide any product or service. Maybank should find more potential and quality partner merchant, to provide more product and service to satisfies customer need and want. Beside that, Maybank need to provide multiple images from different angles for the product. An image in each color, of the front, back, and sides, and even detailed shots of specific features can all go a long way toward making a consumer more likely to buy.

7.0Conclusion

In conclusion, this report analyzes both internal and external environment of Maybank, a largest financial services group established in Malaysia. Due to the length constraint of the report, there are only significant environmental factors are analysed in terms of their influence on the organization and the organization’s response towards environmental changes.

Internal environment factors are analyzed include products and services SWOT analysis, Vision and mission, and leadership,. Any product or policy of a company has to reviewed and make change accordingly that fit to the contemporary needs of the organization. Example the Maybank Great Manager (MGM) programme aimed at improving managerial skills, capabilities and knowledge. (http://www.maybank2u.com.my/)

The external factors are political, economy, social, technology, environment and legal. Five of these factors exert tremendous pressure on Maybank business operation especially the economical factors. For Example result of the global financial crisis that saw financial giants fail or requiring Government support. Maybank remained prepared and strong. Maybank was able to withstand the challenges of a highly stressed and competitive operating landscape given its strong capital and liquidity position. (http://www.maybank2u.com.my/)

The second part of the report analyzes the influence of e- business toward Maybank in terms of policy and decision making. Besides, the effectiveness of response to those concepts is studied as well.

Lastly, there are few recommendations have been suggested to improve their current initiatives of knowledge management and learning organization concept. For instance, Maybank could move themselves even closer to success in e-business by Improve online security, improve maybank e- shopping, improve quality of maybank website and provide training and hire expertise.

4306 word

 

nance. Smart here refers to ‘Simple, Moral, Accountable, Responsive and Transparent’. This involves using information and communication technology by government agencies to have transparent dealings with different users. Thereare many reasons for which e governance is required. Some of them are as follows:

(a) Information exchange with citizens, businesses or other government departments

(b) Speedy way of doing work

(c) Time and cost saving

(d) Efficient delivery of public services

(e) Improving internal controls

(f) Increasing revenue

(g) Re-structuring of administrative processes

(h) Providing quality services

Information and Communications Technology (ICT) has provided means for faster and better communication, quality services, efficient storage, effective work, processing of data and exchange and utilization of information to its users. It helps in providing better controls and increasing revenue. All individuals, groups, businesses, organizations or governments are benefited by the advantages of ICT. It is a faster, more accurate and simpler means of word-processing and is now being used as a tool for tabulating data which finally helps in decision making. With increasing awareness of using computers and internet many users are benefited and they are motivated to modify their ways of doing things in order to en-cash the advantages provided by ICT.This has led to re-engineering of business processes.

The process of re-engineering helps in faster and better processing of information and thus a better decision making, greater reach and better utilization of resources .This helps in having overall good governance. In the case of citizens, it provides enhanced access to information and government agencies, efficient service delivery and transparency in dealings and also acts as an information tool to the government.With the increasing awareness among citizens about their rights their expectation has totally changed .Today they expect government agencies to be transparent in their dealings, accountable for its activities and faster in its responses. For this use of ICT helps in achieving good governance. The technologies used helps in achieving a wide range of objectives. There is equitableand faster development with a wider reach. Today ‘Ethics in Governance’, with the help of tools of modern technology such as Information and Communications Technology (ICT) should be used to transform the relationship of the government with its employees, citizens and businesses, and also between its own agencies. It has been recognised that e-Governance is the logical step with the use of ICT in systems of governance in order to ensure wider participation and deeper involvement of citizens, institutions, civil society groups and the private sector in the decision making process of governance.

REQUISITES OF E GOVERNANCE

For effective e governance the foremost requirement is that workplace has to be fully computerized.Computer is the mostImportant requirement for e governance.Computers should be connected so that online work is possible.There has to be some online work flow procedure. Government employees should be trained so that they can work on the software. The training is required so that they become user friendly with the software. Services should be fully accessible. It also insist in removing the paper based system and making everything computerized to increase the transparency of work and a speedy flow of work is possible.

TYPES OF INTERACTIONS IN E GOVERNANCE

G2G (Government to Government) – In this case, there is interaction within government agencies to improve the efficiency and overall output. The interaction can be within a government organisation or between two government organisations. Information and Communications Technology helps not only to restructure the governmental processes involved in the functioning of government entities but also aids in increasing the flow of information and services within and between different entities. The interactions can be either vertical or horizontal. Horizontal i.e. between different government agencies as well as between different functional areas within an organisation and vertical i.e. between national, provincial and local government agencies .There is also interactions between different levels within an organisation. The primary objective of G2G is to increase efficiency, performance and output.

• May be horizontal or vertical
• Functioning of government agencies
• Increase in efficiency
• Improved performance
• Efficient output

G2C (Government to Citizens) – In this case, there is an interaction between government and citizen. A common platform is created between the government and citizens which enables the citizens to benefit from large range of public services. This provides the availability and accessibility of public services on the one hand and improves the quality of services on the other.Here is a two way communication model in which there are direct interactions between government and citizens involving transparent dealings between the parties. It gives citizens the choice of when to interact with thegovernment (e.g. 24 hours a day, 7 days a week), from where to interact with the government (e.g. service centre, unattended kiosk or from one’s home/workplace) and how to interact with the government (e.g. through internet, fax, telephone, email, face-to-face, etc). The primary purpose is to make government, citizen-friendly.

• Acts as an interface between govt. and consumer
• Expands accessibility to public services
• Makes the government citizen friendly
• Ensure transparent dealings
• Examples of G2C Transactions:
• Online paying of bills
• Filing of FIR
• Licensing and registration
• Procurement and Bidding
• Tax and fee payments
• Citizen help desk
• Public Information network
• Search property assessment values
• Property tax payments
• Information about political processes and services
• E seva
• Exemplifies democracy
• Increased citizen participation
• Passport queries

G2B (Government to Business) – In this model there is interaction between government agency and business organisations. E-Governance tools are used to help the business community – providers of goods and services interact with the government. The objective is to cut red tapism, save time, reduce operational costs, increase revenues and to create a more transparent business environment when dealing with the government. The G2Binitiatives can be transactional, such as in licensing, permits, procurement and revenue collection. Trade, tourism and investment opportunities can be effectively handled with e governance . These measures help to provide a suitable environment to businesses and thus enable them to perform more efficiently.

• E governance used to aid business community
• Saves time
• Reduces cost
• Transparent transaction deals
• Increase revenue

Example:

1. Payment of taxes by business houses

2. Tender applications are transparent

If any business house has applied for a brand name it can also be monitored online and status can easily be known.

There can be transparent dealings in all tenders and different government works.

G2E (Government to Employees) – In this model there is an interaction between government organisation and employees. Employees can interact with the government in regular basis. The interaction can even be vertical where the employees can give feedback at the assurance of their name held anonymous. Today through e governance they can also have a look at their TDS and pay roll status. E governance provides them with a common platform to remove their queries and thus giving an effective performance. This interaction is a two-way process between the organisation and the employee. Use of ICT tools helps in making these interactions fast and efficient on the one hand and increase satisfaction levels of employees on the other.

• Facilitate government and employee communication
• Fast and Efficient
• Increases satisfaction of employees
• Synergy in work output
• Removal of bias
• Implementation of e governance in India

Indian government has taken many initiatives in the field of IT for the desired implementation of e governance in India. The plan popularly known as the E governance action plan correctly portrays the long term growth action plan for India. Its successful implementation was seen during the period of 2003-2007. It provided both the citizen centric and the business centric governance all together at the local, state and the national level. It was a good kick start an many flaws were seen thereto such as suitable system for quickly motivating the states needs to be improved, a single window for providing services to the citizens should be implemented, whether and whenever possible outsourcing of services should be implemented for quicker growth perspectives, more efforts were required to stabilize and increase the public private partnerships, improved connectivity was required. Such flaws were thoroughly noted and improved thereon.

Apart from the 2003-2007 action plans, many other plans were successfully implemented. Some were:

Implementation of “Information Technology Act, 2000” .It helped in providing the legal framework for all the electronic transactions. The act came into force on 17 October, 2000.

National Taskforce for Information Technology and Software development was established in the year 1998.

“Centre for E governance” was created for successful linkage of the local, state and he national level and so that efficient help could be made disposable at all ends.

“e office” was established so that offices , ministries , departments and authorities could be electronically connected.

HPC i.e. the High Powered Committee was created with the cabinet secretary made its head for the successful implementation of e governance.

A Joint Secretary level Officer as the IT manager was appointed in every Ministry and Department.

Websites for all Ministries and Authorities was developed for the wide coverage and availability of E governance.

One can surely say that E governance has been successfully implemented in India. A lot more needs to be achieved in this respective area. Majority of the states are implementing E governance in their working. They are making a collaborative effort in shifting from the manual working model to the electronic working model. It can be inferred that more of the planned implementation of IT is what the need of the hour.

More of powerful, efficient, quicker strategies may be drawn for a powerful implementation of E governance.

Success of E governance in India

India as a country is majorly built on Bureaucratic structures which are built in rationale principles and therefore is definitely failing ti cope up with the present scenario. Therefore a shift from such traditional practices to the complete new electronic world was definitely requires. E governance plays the major role for the implementation of such paradigm shift toward the module of E governance which itself holds as one of the major reasons for its success. Now we have single window operations, more simplified procedures, a better office and record management, less corruption, better job and position handling.

The service delivery mechanisms have considerably improved.

We need not stand in long queues now, there is less of procedural complexities and the personnel working has considerably improved and has become more transparent. The reason behind such success is the successful implementation of the Information and the Communication Technology. The citizen has become more aware now.

He is no longer a puppet in the hands of the government employees and has got a full right to question any kind of discrepancy.

E governance is surely a success. A transparent government with a satisfied consumer is what E governance is responsible to produce. E governance in India has definitely given us such results to see which is a step ahead for a developing country like India.

Major E-Governance Projects in India

1. Project Vidya Vahini :-

Project Vidya Vahini is a project started by Government of India in collaboration with Shiksha India, a non profit organization launched in December 2001. Shiksha India was launched to equip Indian schools with 5 Cs:

1. Computers

2. Connectivity

3. Coaching (Teacher Training)

4. Content

5. Commercial sustainability models

Project Vidya Vahini portal provides the opportunity for schools, teachers and students all across the nation, to express and share their creative and academic potential via the internet. The portal further aims at creating such an environment by providing facilities for Content Development, Content Deployment and collaboration.

Further the mission of the project is to spread better education and uniform quality of education across India to develop the creativity and problem solving skills of the Indians. Shiksha further strives to increase the earning capacity, reduce information arbitrage in rural India and promote entrepreneurship by providing computer literacy.

Shiksha India is also working in partnership with The Ministry of Information Technology in the project Vidya Vahini and Ministry of Human Resources under the CLASS scheme which aims to connect 60.000 schools (approximately 20 million students) across the country in next five years.

End Users/Beneficiaries: Populace

State where Implemented: Across India

Website: http: www.vidyavahini.ernet.in/content/shiksha.htm

2. Project Stamps and Registration Software:-

Project Stamps and Registration Software is one of its kinds of project started by the Government of Maharashtra. Generally the stamp and registration department of any state is the top revenue earner for any state government. The Stamp & Registration software provides efficient government citizen interface, and also enables enhanced revenue earnings for the Stamps and Registration operation.

The core of this application consists of the Registration and Valuation module. Other modules are the Networking and Scanning modules that enable exchange of information securely across departments, and “electronic copying” of the registered documents thereby enabling return of the original document within few minutes of presentation. The stipulated turnaround time is approximately 25 minutes; 15 minutes for registration and 10 minutes for scanning the document (Before getting computerized, it used to take many hours and sometimes days). The project after being successfully run for IGR, Maharashtra in Pune sites, is being proposed to be implemented in BOT (Build Operate Transfer) basis with participation from private parties.

End Users/Beneficiaries: Populace

State where Implemented: Maharashtra

3. Project Setu :-

Project SETU was introduced by the government of MAHARASHTRA to felicitate the very basic need of the people and introduce a single window interaction of redressal of all their grievances. With the help of IT this single window interaction is made faster, convenient.

The main objective of this project was to reduce the effort of the common man to obtain various certificates.

Prior to implementation of this project, to obtain a certificate common man had to run from pillar to post of various government offices. This resulted in a lot of hardship.

The Project Setu not only provided the users a one stop destination for a number of certificates but also a faster and a more transparent response to their problems.

In the initial phase, this project was implemented in the big cities, after studying the response, the government is planning to implement this at taluka and subtaluka level.

The Integrated Citizen Facilitation Centres (SETU) is to work on the basic needs of the citizens and reorienting our administrative processes accordingly. The aim is to lay the foundation for e-governance, create visible impact of the intention of the Government in this direction, and facilitate the interaction of the citizens with the Government to make it more transparent, pleasant and satisfying. To create foundation for citizen centric e-governance, at district headquarters & subsequently at taluka headquarters

– Single window clearance of 83 important certificates (includes renewal of leases, permits

& licenses)

– Quick redressal of public grievances

– Common registry of letters, petitions for all sections of the office.

– On line pendency monitoring of all above

– To provide services after office hours & on holidays also in order to save Time, Money & Energy of the public.

End Users/Beneficiaries: Populace

State where Implemented: Maharashtra

Website: http: http://setu.maharashtra.gov.in

4. Project Fast – Transport Department Automated :-

This project aims to curb the rampant corruption in the traffic department of the state.

Project fast was started as a pilot project in three main cities namely Secunderabad, Vijayawada and Chittoor.

Fast is the short form of Fully Automated Services of Transport aimed at providing a citizen friendly, corruption free and a prompt service related to traffic department like issue of driving license registration of motor vehicles.

The objective of FAST is to make the transport department citizen friendly in its functioning and provide SMART services to the public. It is intended to build comprehensive database and provide on-line services to the public covering various services like Issue of Driving Licenses, Registration of Motor Vehicles, Issue Permits, Collection of Motor Vehicle Taxes, etc.

All the RTO department would be linked to each other to felicitate better communication and all the offices in the state would have interconnectivity through APSWAN.

The computerization process is planned to take place in two phases. In phase I, Regional Transport offices of Secunderabad, Vijayawada and Chittoor have been covered on pilot basis. The remaining offices are to be covered in the second phase. However, a less powerful central server is to be located at the office of the Transport Commissioner for the purpose of inter-connectivity between these three RTO offices.

End Users/Beneficiaries: Populace

State where Implemented: Andhra Pradesh

Website: http: http: www.aptransport.org

5. Project Mudra :-

MUDRA – Municipal Corporation towards Digital Revenue administration.

This project is intended to help Holding owners, Tax collectors, and officials at headquarter levels and Circle levels. This would help them to get a total picture of tax collector and would help them to make a better future decision.

This project is designed to computerize the overall functions of tax collection system of Patna Municipal Corporation.

Revenue management is the key to economic stability and development of urban infrastructure to help it to discharge its function properly and cater to the requirements of economic development.

The basic objectives of this software, developed and implemented by NIC Bihar State Unit includes bringing improvement to the quality of service being offered to the citizens and at the same time, it will also become possible for the first time to track all kinds of defaulters on payment of taxes due. This will assist the Municipal Corporation in acting quickly and well in time and is expected to have a very positive impact on the total revenue that is currently being collected by the Municipal.

End Users/Beneficiaries: Officials of Municipal Corporation

State where Implemented: Bihar

6. Project Bhoomi :-

This project was started by the govt. of Karnataka with an aim of benefiting the rural population of the state. As the name itself “i.e. BHOOMI” convey that, the project is related to land. This project came into existence because of the difficulty the farmers have to suffer previously for getting a copy Records of Rights, Tenancy and Crops “RTC”. This document is helpful while procuring bank loan. Delays and bribes were also being asked. But after the enforcement of this project this document can be availed by paying a fee of Rs. 15 only. Under this project the revenue dept. of the state has maintained 20 million records of land owned by 6.7 million farmers by which a computerized copy of RTC is available at the kiosks (BHOOMI CENTERS). This technology is designed by national informatics centre. This project has won silver CAPAM awards 2002 for the in valuable contribution in uplifting of the rural population in the state.

End Users/Beneficiaries: Rural People

State where Implemented: Karnataka

7. Project E-Seva (Electronic Seva)

This project was launched on 25th august 2001. This is the improved version the TWINS project launched previously on 1999. Under this project the govt. of Andhra Pradesh has opened around 36 e-seva centres in spread over the twin cities of Hyderabad and Secunderabad and Ranga Reddy district, it provide around 118 different facilities to the local public from 8.00 am to 8.pm and 9.30am to 3.30 pm on holidays. 70 centres are in operation covering municipalities in 13 districts. It provides services of the likes of payment of utility bills/tax, issue of birth/death certificates, filling of sales tax returns, diff B2C services, and registration of application for passports, etc.

These services can be availed at any counter in the centre, others than these some 21 more types of services like railway reservations, TTD services, Bill payments of different cellular co. like AIRTEL,VODAFONE,RELIANCE. Etc. Govt. has also earned a whopping revenue of around 2000 crore (Feb 2003). So it is helping both govt. as well as the public.

End Users/Beneficiaries: Populace

State where Implemented: Andhra Pradesh

8. Project Lok Mitra :-

This project is also known as INTEGRATED CITIZEN SERVICE CENTRE / E-KIOSKS, ICSC. This is the first project its kind in Rajasthan. It aims at providing certain INFORMATON TECHNOLOGY services to rural population of the state. The services are like teach the public how to use credit cards for making payments, and others different it related services in a single window. It is a one stop citizen friendly computerized centre located in the heart of the city of Jaipur.

The whole mechanism is governed through a computer server which is linked to different departmental servers through dedicated leased line & dial-up network with multiple e-counters.

End Users/Beneficiaries: Populace

State where Implemented: Rajasthan

Website:www.rajasthan.gov.in/it/eg/lokmitra.shtm; http://www.lokmitra.gov.in

9. Project Dristee- Connecting India village by village

This project is also known as “WORLD AT A GLANCE” for the people who have been benefited yet by it. This project provides e-governance and provides facilities related to health, education, market related information, and private related exchange and transactions. Dristee offers its platform to any service provider who wishes to market its range of products to rural India by plugging its range of services offered at village level.

This provides scope for the rural people to sell their products at the market at highly beneficial prices such that they earn a maximized rate of return. It also provides social benefits like access to education and health care information. It is helping in reducing the migration of people from rural to urban areas.

Dristee is presently capable of enabling the creation of approximately 50,000 information kiosks all over India within a span of six yrs. These kiosks would be able to serve around 500 million people, with an aggregate discretionary purchasing power of Rs.100 billion in less than two yrs.

This communication backbone has been supplemented by a string of rural services for example:- avedan, land records, gram daak, gram haat(virtual village market), vaivahiki(matrimonial), shikhyat,etc.

this project at last provides employment to a large section of unemployed population in the village. Around 45000 people have been employed till 2003 under this programme by the kiosks owners.

End Users/Beneficiaries: Rural and semi-urban people

State where Implemented: Haryana, Punjab, Madhya Pradesh, Gujarat, Orissa

Website: http://www.drishtee.com

10. Project AArakshi :-

This project is an intranet based system that has been developed and

Implemented for Jaipur City Police. This innovative system enables the city police officers to carry out on-line sharing of crime & Criminal data bases carry out communication and perform monitoring activities.

The Software provides a facility to update & Perform queries on database of:

· FIRs.

· Latest News of criminals & Crimes.12

· Telephone Directory of Police Officers.

· Messaging.

· Instructions of Police Control Room on Real Time basis.

· Habitual offenders details along with photo gallery.

· Description of criminals.

· Missing Persons.

· Police Personnel.

· Property Details.

· Numbered / Unnumbered property.

· Vehicle theft / Seizure.

· Cultural Property.

End Users/Beneficiaries: Jaipur Police Officials

State where Implemented: Rajasthan

HOW THE NATIONAL CAPITAL “DELHI” CAN BE BENEFITTED FROM E-GOVERNANCE

As the various projects that have been studied above in the research paper have been implemented in different parts of our country successfully ; its very much required that such efficiency in implementing the projects should be shown in our national capital i.e. Delhi. Around the time clock , such projects have shown efficiency in the working system of the particular area , laws have been better maintained , efficient property assessments have been procured , reduction in corruption have been noticed , lesser time wastage and a fairer and a transparent government has been achieved. From the above study we can observe that such regulations should be proceeded with the Delhi region as well.

Firstly to start with as far as the stamp papers are concerned , the common problem that one faces is the unavailability of the required denomination by the buyer. Due to such problems they have to buy higher denomination stamp papers and therefore a common citizen faces trouble. Therefore if such stamps are made available online , e governance would prove helpful and reduce a common citizen’s problems.

Secondly, if e governance is successfully implemented in the delhi region people and the government can come into contact with each other at a single point. Hence no time wastage on a citizen’s part and no resources wastage on the part of the government would prove advantageous. Commonly a citizen needs to be in contact with the government as regards the issue of birth certificate, death certificate, and other legal documents that a citizen would commonly reqire at his very own disposal. It is the duty of the government to make his citizen’s available to all such requirements. Therefore, if e governance is successfully implemented in delhi region , such issues can be easily solved.

Thirdly, if e governance is successfully implemented in Delhi , the long licensing and application procedures can be simplified to a great extent. The procurer can fill the forms and the desired information online with just the authentication procedure to be done physically. This will reduce a lot of problems faced both by the citizen and the government.

Fourthly, e governance implementation in Delhi and around the regions can make the payment of taxes , allotment of identities , collection of payments and funds and various other financial transactions very transparent and accurate.

People’s legal issues , transparency , faire government , better access to information , change for the working module of new culture can all be easily maintained. With the successful implementation ICT penetrators , lack of trained human resources and very large geographical distances can be easily resolved.

REFRENCES

1.Records Of World Bank

2.Sites which were Referred

Google.com

3.Referred Links

it.delhigovt.nic.in/rs1/e-govproject.html

himachaldit.gov.in/page/e-Governance-Projects.aspx

http://books.google.com/books?id=xI12St_xx0MC&lpg=PP1&dq=e-governance&pg=PP1#v=onepage&q&f=false

http://egovindia.wordpress.com/category/egovernance-projects-around-country/

Government of india, Information Technology Actin plan : IT for all Indians by 2008 ; http://it-taskforce.nic.in

Kochhar Sameer and Gursharan Dhanjal , (2005). E government Report Card , Yojna , Vol.49