mid term assessment of csc initiativemeity.gov.in/writereaddata/files/imrb-dit-mid-term-csc... ·...

Mid Term Assessment of CSC Initiative

April 2010

Prepared For:

Prepared By:

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But beyond a delivery channel, the CSC will be a Change Agent that would provide a structured platform for socially inclusive community participation for collective action. Community participation and collective action, and not ICT alone, will lead to a behavior change for a sustainable socio-economic development and long term rural prosperity. Source: Department of Information Technology (DIT)

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TABLE OF CONTENTS Table Of Figures .....................................................................................................................4

GLOSSARY .............................................................................................................................5

1.0 About the CSC Initiative .................................................................................................. 21

About CSCs ................................................................................................................................ 21

Implementing the CSC Scheme ................................................................................................. 21

Stakeholders involved in CSC Initiative ..................................................................................... 22

Current Status of the CSC Scheme ............................................................................................ 24

SCAs Selected per State and Mandated CSCs ........................................................................... 25

2.0 About the Study ............................................................................................................. 26

3.0 Status of the CSC Initiative .............................................................................................. 32

4.0 SCA Profiling .................................................................................................................. 33

5.0 VLE Profiling ................................................................................................................... 39

6.0 CSC Profile...................................................................................................................... 42

7.0 CSC Infrastructure .......................................................................................................... 45

IT Infrastructure ......................................................................................................................... 46

Physical Infrastructure ............................................................................................................... 51

8.0 Awareness and Usage of CSCs ......................................................................................... 53

Usage amongst Citizens ............................................................................................................. 57

Usage amongst LLIIs .................................................................................................................. 60

9.0 CSC Setup Process .......................................................................................................... 65

10.0 CSC Income and Expenditure of VLE .............................................................................. 68

11.0 Aspects related to VLE Training ..................................................................................... 70

12.0 SCA & VLE Key Programme Planning & Implementation Issues ...................................... 74

13.0 Partnership between SCAs and NLSPs ........................................................................... 76

14.0 Impact of the CSC Scheme on Government Functionaries (GFs) ...................................... 78

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Table of Figures

FIGURE 1: CSC STAKEHOLDERS ............................................................................................................................ 22

FIGURE 2: STAKEHOLDERS WITHIN EACH CATEGORY ................................................................................................. 23

FIGURE 3: CURRENT STATUS OF CSC SCHEME ......................................................................................................... 24

FIGURE 4: SCAS WITHIN EACH STATE .................................................................................................................... 25

FIGURE 5: RESEARCH DESIGN .............................................................................................................................. 26

FIGURE 6: BUILDING BLOCKS OF SAMPLING DESIGN ................................................................................................. 28

FIGURE 7: LEVELS OF SAMPLING DESIGN ................................................................................................................ 28

FIGURE 8: SAMPLING METHODOLOGY - SELECTION OF CSCS ..................................................................................... 29

FIGURE 9: IMRB QUALITY CONTROL PROCESS ........................................................................................................ 31

FIGURE 10: OPERATIONAL CSCS STATUS ............................................................................................................... 32

FIGURE 11: ORGANIZATION STRUCTURE OF SCAS ................................................................................................... 33

FIGURE 12: VLE GENDER ................................................................................................................................... 39

FIGURE 13: SEC OF THE VLE ............................................................................................................................... 40

FIGURE 14: EDUCATIONAL QUALIFICATION OF VLES ................................................................................................ 40

FIGURE 15: DOES THE VLE RUN A SIDE BUSINESS .................................................................................................... 41

FIGURE 16: AVERAGE NUMBER OF VILLAGES COVERED PER CSC ................................................................................ 42

FIGURE 17: WEEKLY OFF .................................................................................................................................... 43

FIGURE 18: INSTALLATION AND REGISTRATION OF ONLINE MONITORING TOOL ............................................................. 43

FIGURE 19: INTERNET AVAILABILITY AND TYPE OF CONNECTION ................................................................................. 47

FIGURE 20: SPEED OF INTERNET CONNECTION ........................................................................................................ 48

FIGURE 21: AVAILABILITY OF ELECTRICITY............................................................................................................... 49

FIGURE 22: ALTERNATE SOURCES OF POWER .......................................................................................................... 49

FIGURE 23: FLOOR AREA OF THE CSC ................................................................................................................... 51

FIGURE 24: CONDITION OF THE IT EQUIPMENT ....................................................................................................... 52

FIGURE 25: AWARENESS OF CSC INITIATIVE AMONGST VARIOUS STAKEHOLDERS ........................................................... 53

FIGURE 26: SOURCES OF AWARENESS AMONGST CITIZENS (LEFT) AND LLIIS (RIGHT) .......... ERROR! BOOKMARK NOT DEFINED.

FIGURE 27: VLE’S SOURCE OF AWARENESS ABOUT CSC SCHEME .................................... ERROR! BOOKMARK NOT DEFINED.

FIGURE 28: USAGE OF CSC AMONGST DIFFERENT STAKEHOLDERS ............................................................................... 57

FIGURE 29: SERVICES BEING USED BY CITIZENS ....................................................................................................... 57

FIGURE 30: SERVICES BEING PROVIDED THROUGH CSCS .......................................................................................... 59

FIGURE 31: SERVICES IN DEMAND BY CITIZENS BUT NOT AVAILABLE – AS PER VLE ........................................................ 60

FIGURE 32: AREA OF OPERATION OF LLIIS USING CSC ............................................................................................. 60

FIGURE 33: SERVICES USED BY THE LLIIS ............................................................................................................... 61

FIGURE 34: FREQUENCY OF USING CSC - LLII .............................................................. ERROR! BOOKMARK NOT DEFINED.

FIGURE 35: REASONS FOR USING CSC SCHEME - LLIIS ............................................................................................. 63

FIGURE 36: TIME TAKEN FOR SETTING UP A CSC ..................................................................................................... 65

FIGURE 37: INITIAL INVESTMENT FOR SETTING UP A CSC .......................................................................................... 66

FIGURE 38: AVAILABILITY OF CREDIT SCHEME ......................................................................................................... 66

FIGURE 39: AVERAGE MONTHLY NET OPERATING INCOME PER CSC ........................................................................... 68

FIGURE 40: TRAINING IMPARTED TO VLE BY SCA .................................................................................................... 71

FIGURE 41: ANY AMOUNT PAID FOR TRAINING ....................................................................................................... 71

FIGURE 42: VLE SATISFACTION WITH TRAINING RECEIVED ........................................................................................ 73

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GLOSSARY

• ADO: Assistant Development Officer

• AID: Alternative for India Development

• AMC: Annual Maintenance Contract

• B2C: Business to Citizen

• BDO: Block Development Officer

• BFSI: Banking Financial Services and Insurance

• CSC: Common Service Centre

• DIO: District Informatics Officer

• DTP: Desk top Publishing

• G2C: Government to Citizen

• GF: Government Functionary

• GOI: Government of India

• ICT: Information & Communication Technology

• IT: Information Technology

• LLII: Local level intervening institution

• MHI: Monthly Household Income

• NeGP National eGovernance Plan

• NIC: National Informatics Centre

• NICT: Network for Information & Computer Technology

• NLSP: National Level Service Provider

• NREGA: National Rural Employment Guarantee Act

• PC: Personal Computer

• PPP: Public Private partnership

• RAR Rapid Assessment Report

• RoW: Right of Way

• SCA: Service Centre Agency

• SCRs: Socio- Cultural Regions

• SDA : State Designated Agency

• SDC: State Data Centre

• SDM: Sub Divisional Magistrate

• SDO: Sub Divisional Officer

• SEC Socio Economic Profile

• SPV: Special Project Vehicle

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• SWAN: State Wide Area Network

• UPS: Uninterrupted Power Supply

• UTL: United Telecom Services Ltd.

• VHs Village Head

• VLE: Village Level Entrepreneur

• VSAT: Very Small Aperture Terminal

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EXECUTIVE SUMMARY

The Government of India has formulated the National e-Governance Plan (NeGP) with

the vision of providing all government services in an integrated manner at the doorstep

of the citizens at an affordable cost. The NeGP initiatives consist of 27 Central, State and

Integrated Mission Mode Projects (MMPs) along with 8 other support components for

rapid introduction of e-governance in the country. The NeGP envisions a three pillar

model for delivery of “web-enabled Anytime, Anywhere access” to information and

services in rural India. These are:

a) Connectivity: State Wide Area Networks (SWANs)/NICNET

b) National Data Centre/ State Data Centers (SDCs)

c) Common Services Centers (CSCs)

The CSC is a strategic cornerstone of the National e-Governance Plan (NeGP), approved

by the Government in September 2006, as a part of its commitment in the National

Common Minimum Programme to introduce e-governance on a massive scale. This

scheme aims towards rolling out about 100,000 rural kiosks across India.

These CSCs would provide high quality and cost-effective video, voice and data content

and services in the areas of e-governance, education, health, telemedicine,

entertainment as well as other private services. A highlight of the CSCs is that it will

offer web-enabled e-governance services in rural areas, including application forms,

certificates, and utility payments such as electricity, telephone and water bills.

Implementation of a mission-oriented project of this size, scope and complexity poses

significant challenges of project management at the national level as well as

opportunities to achieve significant economies of scale in the identification,

customization and implementation of the content, services, physical and digital

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infrastructure required for the project. Further, some of the potential citizen-centric

services lend themselves to aggregation at the national level. To enable the state-

specific implementation plans to benefit from such economies of scale, aggregation of

best practices, etc., at the program level, the Department of IT (DIT); Government of

India has appointed Infrastructure Leasing & Financial Services (IL&FS), as the NLSA of

the CSC Scheme. The NLSA is currently assisting the DIT, the State Governments and the

SCAs.

At the second/middle level is an entity termed the SCA (loosely analogous to a

franchiser) to operate, manage and build the VLE network and business. On the other

hand the SDA notified by the State Government is normally a PSU/Society or any other

agency controlled by the State Government whose primary role is to provide the

necessary policy level support to the CSC Scheme on behalf of the State Government.

The SCA is selected and supported by the respective SDA and has to be committed,

financially strong and with adequate experience of working with rural communities. This

is essential since the CSC Scheme poses a variety of complex new issues in terms of

financing, channel management, technology, integration with local community, etc.

Each SCA has to appoint a Village Level Entrepreneur, as per the norms set by the state,

at each of the location for running and managing the CSC. These VLEs are recruited on

the basis of the financial strength of the applicant, his/her educational qualification,

ability to run the CSC and meet the objectives of setting up the CSC etc. Once the VLE is

selected he/she is provided training on various aspects depending upon the

requirement. SCA is the only stakeholder who is directly in touch with the VLEs

The State Government is responsible for setting policy, regulatory and other relevant

matters at the State level. The State Governments are also taking appropriate decisions

on the mode and degree of integration with the CSC Scheme, of the existing physical,

digital and institutional infrastructure of various Government

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Functionaries/Departments in the State, such as Schools, Gram Panchayats, Public

Health Centers (PHC), Post Offices (in consultation with GOI) etc.

Department of IT, Government of India, wanted to understand if the CSC Scheme rollout

has been taking place in the right direction and collect feedback on the CSC Scheme

from various stakeholders which are Village Level Entrepreneurs (VLE), Service Center

Agencies (SCA), Citizens, Government Functionaries (GF), Local Level Intervening

Institutions (LLII) and National Level Service Providers (NLSP).

For this assessment exercise, IMRB International was asked to conduct a survey among

the stakeholders of the CSC scheme. This report is based on the findings of the survey

conducted amongst:

1. VLEs

2. Intervening Institutions (local level & NLSPs)

3. State Designated Agencies (SDAs)

4. Village Heads

5. Government Functionaries

6. Citizens

The sample was spread across 19 states being covered by 15 SCAs. A structured

questionnaire was administered to respondents across the above segments to capture

their experiences and views on different aspects related to the CSC Scheme.

1. SCA Profile & Key Programme Planning & Implementation Issues The SCAs operate through a structure that spans across national, regional, district and

block levels. Some SCAs have created a SPV for the CSC project. They work through

either a separate wing for the CSC project or include CSC as a part of their e-governance

vertical or CSR initiatives. These SCAs are from diverse backgrounds including IT

companies, NGOs, training institutes, CSR wings of corporate etc.

The type of organization varies from NGOs (such as AID, NICT); IT companies (CMS

Computers Ltd, Tera software) to training Institutes (AISECT) and even banks (J&K Bank).

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Some of the SCAs such as J&K Bank are working only in few selected areas or a single

state while there are other SCAs such as CMS which are operating in multiple states. The

total number of CSCs allocated per SCA range from 220 CSCs (Tera Software) to 8118

CSCs (SREI). Leveraging their existing network to effectively provide services was one of

the key criteria considered by SCAs while selecting the states. SCAs are mainly opting for

a pure franchisee model vis-à-vis the employee model as the employee model requires a

huge initial investment. Such new models are enabling identification of more efficient

and refined methods which would help SCAs in their long term endeavors and

contribute towards success of the CSC scheme.

Some SCAs feel that due to non-availability of G2C services (such as land records, birth

certificate etc) amongst majority of CSCs, existing as well as prospective VLEs may lose

interest in the initiative. Certain SCAs also think that they are not able to provide more

B2C (such as internet surfing, exam results etc.) and G2C services to the citizens due to

non-availability of high speed internet and SWAN connectivity at majority of places.

According to them, VSAT connectivity and Data Card/USB connectivity do provide a

satisfactory solution in terms of speed/reliability but they are too costly and the VLE is

unable to bear the burden especially when he/she is not making enough money with

low penetration of G2C services. Thus, presence of G2C services and reliable high speed

internet connectivity are expected to augment the growth of CSCs, fulfilling both its

commercial and social obligations

The uneven/hilly terrain and the Naxalite menace are the other problems cited by SCAs.

In fact all the CSCs in West Bengal and Chhattisgarh (21 CSCs in West Bengal and 15

CSCs in Chhattisgarh) which took more than 6 months to establish fall in the Naxalite hit

areas.

Name of State District

Chhattisgarh Raipur

Chhattisgarh Jashpur

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Chhattisgarh Kanker

Chhattisgarh Rajnandgaon





West Bengal Jalpaiguri










West Bengal Maldah

West Bengal Maldah

West Bengal Maldah

West Bengal Maldah

West Bengal Maldah

West Bengal Murshidabad






Table 1: Districts of Chhattisgarh and West Bengal where CSCs took more than 6 months to establish

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Apart from this, SCAs have higher expectations from the NLSPs (organizations at

national level like banks, insurance companies, etc. providing their services through

CSCs) in terms of more meaningful services suitable for rural masses, reduction in rates

vis-à-vis those in urban areas and affixation of a certain share for the VLEs involved in

marketing related activities.

2. VLE Profile & Key Programme Planning & Implementation Issues

The VLE is the key to the success of the CSC operations. While content and services are

important, it is the VLE’s entrepreneurial ability and acceptability in the society that

would ensure CSC sustainability. The quality of service at the CSCs would depend a great

deal on the quality of VLEs.

10% of the VLEs were found to be female - this is a key indicator towards women

empowerment in rural areas. 84% of the VLEs belong to Socio Economic Profile of R1

(more affluent sections of the society). The mean age of VLEs was found to be 36 years

indicating their maturity to do play the role of an entrepreneur. VLEs were found to be

well educated; 97% of the VLEs were at least SSC/HSC passed. The challenge initially was

to create awareness about the scheme to find entrepreneurs who could do justice to

the scheme. Newspapers, relatives/friends and the SCA emerged as the top 3 sources of

awareness about the CSC scheme for VLE. This shows that initiatives were taken by the

SCAs for creating awareness and attracting more people to apply for the post of VLE.

Out of 1727 villages visited, VLEs were available in 1097 villages (64%). In few cases,

VLEs themselves were not present and the CSC was managed by an employee. In the

same 1727 villages– where CSCs were claimed to be set up by SCAs, CSCs in 999 villages

(58%) were open. Of the other CSCs, 90% were yet to open while the rest were shut

down after operating for some time - mostly due to inadequate traffic coming to them.

In a few rare cases, the SCAs also terminated the services.

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The average Initial investment to setup a CSC was found to be almost Rs.50, 000. Since

in Gujarat, the employee model is being used via the eGram VishwaGram project, the

average investment was found to be lower as compared to other states. SCAs now

largely prefer the franchisee model. It was found that less than 1 out of every 5

operational CSCs had some credit scheme available for the initial investment. With

provision of credit schemes, more people from lower strata are expected to be ready to

take up the role of a VLE. A little over half (55%) of the VLEs received training from the

SCA. Amongst them, 68% were either highly satisfied or somewhat satisfied with the

training provided. Generally the SCAs have in-house trainers who they believe have

more knowledge of ground realities of the CSC model and understand VLE concerns

better. Training for the VLEs is a mandatory feature across all SCAs and consists of

induction training provided to the VLE when he/she joins the CSC and training pertaining

to the new services as and when they are launched. Business model of CSC, the role of

VLE, entrepreneurial and managerial skills, basic computer fundamentals, customer

handling, etc. are the different aspects covered in training. Generally the VLE does not

have to pay any additional fees for the training as it is covered in the initial deposit most

of the times, in some cases though the SCAs charge a nominal amount. The NLSP

directly trains the VLE in groups sometimes.

Base Yes No

Overall 1050 55.6% 44.4%

Andhra Pradesh-CMS 24 8.3% 91.7%

Andhra Pradesh- Times 14 7.1% 92.9%

Assam-Zoom 34 58.8% 41.2%

Assam-SREI 27 85.2% 14.8%

Bihar-Zoom 2 .0% 100.0%

Bihar-SREI 35 88.6% 11.4%

Bihar- SARK 42 31.0% 69.0%

Chhattisgarh-Zoom 18 55.6% 44.4%

Chhattisgarh- AISECT 13 53.8% 46.2%

Gujarat-CMS 77 44.2% 55.8%

Himachal Pradesh-Zoom 36 44.4% 55.6%

Himachal Pradesh-Tera Software 30 63.3% 36.7%

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Jharkhand-Zoom 30 50.0% 50.0%

Jharkhand- AID 17 82.4% 17.6%

Jharkhand- UTL 48 62.5% 37.5%

Madhya Pradesh-CMS 8 12.5% 87.5%

Madhya Pradesh- Reliance 19 63.2% 36.8%

Madhya Pradesh- 3i 5 100.0% .0%

Madhya Pradesh- NICT 19 78.9% 21.1%

Maharashtra-Spanco 27 85.2% 14.8%

Maharashtra-CMS 26 .0% 100.0%

Maharashtra- Reliance 35 5.7% 94.3%

Manipur-Zoom 31 93.5% 6.5%

Meghalaya-BASIX 28 100.0% .0%

Nagaland-Tera Software 5 20.0% 80.0%

Orissa-Zoom 44 27.3% 72.7%

Orissa-SREI 39 87.2% 12.8%

Orissa-BASIX 34 79.4% 20.6%

Rajasthan-Zoom 25 32.0% 68.0%

Rajasthan-CMS 31 38.7% 61.3%

Tamil Nadu-SREI 60 93.3% 6.7%

Uttar Pradesh-SREI 43 76.7% 23.3%

Uttar Pradesh-CMS 24 20.8% 79.2%

West Bengal-SREI 47 78.7% 21.3%

J&K- J&K Bank 13 23.1% 76.9%

Uttarakhand- Reliance 40 15.0% 85.0%

Table 2: Whether VLEs received training from the SCAs

For 45% of the VLEs, CSCs are the only source of income. As the income through CSCs

increases (with improvement in condition like provision of G2C services, internet

availability etc.), more and more VLEs are likely to shun their side business and focus

completely on the CSC. This is expected to further boost the growth of CSCs. On an

average, a VLE’s net operating income from the CSC is about Rs 2,570 p.m. This net

operating income was found to be around 50% of the gross income generated from the

CSC i.e. almost 50% of the gross income from the CSC goes into operating and

maintenance expenses. On the lower side the net operating income per CSC was found

to be below Rs 3000 while on the higher side above Rs 10,000 - the corresponding

operating and maintenance expense ranged between Rs 2400 to Rs 4000 p.m.

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3. CSC profile Almost half (46%) of the CSCs are open all 7 days a week - this gives more flexibility to

the rural citizens. Almost 5 villages on an average are covered by each CSC. 85% of the

villages are electrified, however the supply of electricity is not regular and 15% of the

CSCs do not have any power backup. Due to electricity issue, a few SCAs have made it

mandatory or prefer to have laptops in the CSCs as they are more power efficient and

have an in-built power backup.

Number of

CSCs

Bihar-SREI 4

Bihar- SARK 1

Chhattisgarh- AISECT 1

Himachal Pradesh-Zoom 2

Himachal Pradesh-Tera Software 3

Table 3: Number of CSCs without power backup and receiving electricity for less than 6 hrs

The average floor area was found to be 146 sq ft which is quite close to the benchmark

of 150- 200 sq ft. The average number of Desktops/ Laptops (1.2) and printers (1.1) just

exceeds the benchmark (1) but the penetration of other hardware such as webcam and

photocopy machine was found to be relatively on a lower side. Overall, the use of new

infrastructure (both physical and IT) is high (91%) since most SCAs allow only

deployment of 1st hand equipment in the CSCs. This means higher quality and efficiency

of the services provided. Another crucial parameter is internet connection which not

only aids in bringing down the digital divide but can also help in increasing footfalls with

more B2C and G2C services being accessible. Already, two out of every three CSCs is

found to be having internet connection and is thus playing a promising role in bridging

the digital divide. However, majority of the connections (54%) are low speed – this limits

the bouquet of services that can be offered. The high incidence of low speed connection

can be attributed to extensive use of VSAT (39%) and other wireless options (29%) like

data card, etc. which is narrowband. According to some SCAs, the VLE finds it difficult to

bear the cost of Internet connectivity especially when he is not making enough money

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with low penetration of G2C services. Moreover the share of the VLE in the revenue

from the Online Services lies in the range of 75-90% while for offline service it is 100%.

Many SCAs are waiting for BSNL to lay its network rather than opting for any other

connectivity. The major argument being that BSNL is the most economical option and it

also provides satisfactory solutions in terms of speed/reliability. After the recent Govt.

decision to connect all Gram Panchayats by optical fiber in the next 3 years, connectivity

problems should hopefully be resolved soon.

4. Awareness and Usage amongst Citizens Almost one in every five citizens is aware of the CSC Scheme. The primary source of

awareness for citizens was found to be the Village head (23%) followed by VLE (16%).

While the citizens’ awareness is about 20%, only 4% of the citizens have ever availed a

CSC service. Amongst those who have - majority have used services related to

IT/Telecom - like mobile recharge, DTP, Internet surfing etc followed by Commercial

services like bio-data preparation, matrimonial services etc (35%). Lack of awareness

(45%) and non existence of a need to use the services available at the CSCs (44%) are

the two major reasons for low usage of CSCs by citizens. Thus, an aggressive effort to

create awareness by different entities is expected to increase usage significantly.

Some of the SCAs are currently in the process of identifying the more relevant services

to be offered. Government Functionaries have cited frequent power cuts as a common

reason impacting the CSC usage. As per the village head, central location of the CSC

(59%) and reasonable service charges (58%) are the top 2 driving forces for the usage of

the CSCs. As per the VLEs, G2C services (90%) followed by Agriculture related services

(66%) are currently demanded by the citizens but not available. The citizens are likely to

use services such as information about crops and agricultural policies in the future.

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5. Awareness & Usage amongst Local Level Intervening Institutions (LLIIs) LLIIs are the organizations at local level such as Schools, Youth Clubs, Aanganwadi,

NGO/CSO, SHGs etc. Majority of these LLIIs belong to the education sector (57%)

followed by healthcare (39%) (Details given in ANNEXURE - II). Of the 3,300 odd LLIIs

interviewed by us, 40% are aware of the CSC Scheme. Amongst those who are aware,

42% have ever used a CSC and 58% of these users are from the education sector. 53% of

the LLIIs have used services related to DTP work such as printing, photocopying etc –

making it the most popular service. Internet access emerges as the next most used

service with 27% of the LLIIs using it which further builds up the case for internet

connectivity. Also, about 30% of the LLIIs use CSCs at least once a week. The key drivers

for using CSC by LLIIs are ease of access (78%) followed by convenience (72%) while

limited number of services (56%) and irrelevance of services available (44%) are the

main deterrents.

Some NLSPs are operating on the prepaid model wherein the SCA is required to deposit

the money in advance with the NLSP. While the advantage to NLSP is reduction in risk,

the SCAs are not comfortable with this model and advocate doing away with it. Lack of

G2C services is one of the key challenges felt by NLSPs as well since they feel the entire

CSC model is based on that and the VLEs viability and credibility depends on it.

6. Impact on Government Functionaries (GFs)

In-depth interviews were conducted with 49 Local level Government Functionaries of

the level of Collector, Deputy Collector, DM, ADM, DDO, Deputy Commissioner, District

information officer, CEO Zila Panchayat etc. and 9 State Designated Agencies (SDA).

Different reasons have been cited by the GFs for the low penetration of G2C services.

Mainly the reasons provided are - weak SWAN linkages, lack of computers and

automation of back office processes, inadequate number of skilled employees, etc.

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There is potential of using the CSCs for other purposes by government offices like data

collection and data entry, evaluation of new schemes, etc since most officials

considered such usage as a good idea that could be implemented at later stages.

In addition, 1730 Village Heads (GFs at local level) were also covered. The primary

source of awareness for citizens was found to be the Village head (23%). Their

awareness level (46%) about the CSC Scheme was found to be much higher than the

citizens and the LLIIs, probably due to their involvement in selection of CSC location.

The key triggers to the usage of CSC as per GFs are central location of CSC (59%) and

reasonable service charge (58%). On the other hand, the key barriers are limited

number of services currently being offered through the CSCs (55%) and irrelevance of

services available at the CSC (37%). This suggests that if relevant services are offered

through the CSCs at a reasonable price, more people are likely to use CSCs due to

increased convenience.

From the several discussions that we had with the SDAs, it can be inferred that they are

not having any problem in getting financial support from the center. However, they do

face a lack of clarity on the amount to be disbursed by the state.

7. Conclusions

Success of the CSC initiative depends highly upon availability of G2C services. Due to

absence of G2C services, footfalls at the CSC are not as per the expectations of the VLEs

and SCAs. As a result of below average footfalls, income of the VLEs is currently not as

per expectation. In spite of this, almost all VLEs are willing to expand the operations of

their CSC which shows their optimism about the CSC initiative. There is also a need to

increase awareness of the CSC scheme itself, the services available at the CSCs and their

benefits amongst the rural citizens.

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Poor connectivity and electricity are the other two major issues impacting the growth of

the CSCs. It was found that majority of the villages do have electricity supply but it is not

regular. Most of the CSCs have alternate power backup arrangement. VSAT and data

card are the best possible option for wireless connectivity in most of the cases but these

technologies are relatively more expensive and less reliable for the VLEs, at their current

level of income. Internet related services also emerged to be in demand for various LLIIs.

Internet connectivity opens the door for a large bouquet of B2C services and would also

be a step forward for G2C services.

The future looks promising with the VLEs upbeat about the CSC scheme as almost 90%

of the VLEs are planning to expand their CSC. This shows their positive approach

towards the initiative and reinforces their support to take this initiative to the next level.

Services currently available at the CSCs are mostly B2C in nature. G2C services at the

CSCs vary from state to state and are mostly offline. In case of B2C services - IT/Telecom

services (like mobile recharge, ringtones, wallpapers etc.) and DTP related service are

widely used.

Thus we can say that there is a need to improve the bouquet of services available at the

CSC and more emphasis needs to be given to increasing the income of the VLEs. This is

expected to happen with increase in thrust on the launch of G2C services, provision of

broadband internet connectivity and regular power supply to all the CSCs.

Salient Features

- For 45% of the VLEs, CSCs are the only source of income.

- More than 95% of the VLEs interviewed were found to be SSC/HSC or with higher

educational qualifications i.e. are quite well educated to take on the CSC work. 10% of

the VLEs were found to be female – this shows that the CSC Scheme is creating a

movement for empowering women in rural areas. More than half of the VLEs were

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found to have received some training and most of them were satisfied with this training

across parameters.

-Almost 40% of the CSCs were setup within a month from the date of applying. The

future looks promising with VLEs upbeat about the CSC scheme as almost 90% of the

VLEs are planning to expand their CSC showing their positive approach towards the

initiative and reinforcing their support to take this initiative to the next level. Most of

the VLEs agree that they received timely and sufficient support from the SCA as well as

the government officials for setting up the CSC and are satisfied with the CSC setup

process including the time taken for setting up the CSC.

-As per the VLEs, they have become more responsible as well as respectable within their

family as well as within the village. However majority of the VLEs said that their family

cannot sustain themselves on the income generated from the CSC alone and also that

the income from the CSC is intermittent.

-Awareness and usage of CSC needs to be improved across the states as well as across

the segments (Details given in ANNEXURE- II). Usage of CSC is low because the services

available at the CSCs are limited in number and are less relevant (as per the village

heads). VLEs also mentioned that amongst the services being asked for by the citizens

but currently not available at the CSC, G2C services top the list.

21

1.0 About the CSC Initiative

The CSC (Common Service Center) Scheme is a part of National e-Governance Plan

(NeGP). It was approved by Government of India in September 2006 with objective of

developing a platform that can enable Government, private and social sector

organizations to align their social and commercial goals for the benefit of the rural

population across India. Initiated as a PPP (Public- Private Partnership) model, the

scheme is approved of Rs. 5742 crores over 4 years.

The aim of the CSC Scheme is to establish 100,000 rural kiosks across the country with

an equitable distribution - one CSC for every six census villages. The CSC Scheme goes

beyond rolling out IT infrastructure and is an attempt to build a network of 100,000+

rural businesses across India.

About CSCs

CSCs are designed as ICT-enabled (Information Communication Technology) kiosks

having a PC along with basic support equipment like UPS, Printer, Scanner, with Internet

Connectivity as the backbone and additional equipment for education, entertainment,

telemedicine, projection systems, etc. They front end as delivery points of Government

as well as private and social sector services to citizens of Rural India. Both, IT based as

well as non-IT based services are offered through these CSCs. Services being delivered or

to be delivered through these CSCs include web-enabled e-governance services in rural

areas, including application forms, certificates, and utility payments such as electricity,

telephone and water bills.

Implementing the CSC Scheme

The CSC initiative is being implemented at 3 levels,

22

Level 1 - CSC level: Local level entrepreneur called as VLE (Village Level

Entrepreneur) - He sets up CSC in nodal village to service rural consumers in cluster of 5-

6 surrounding villages.

Level 2: Service Center Agency (SCA) - This agency is an operator which manages and

builds VLE network across district. An SCA can service one or more districts in a state

with one district covering approximately 100-120 CSCs.

Level 3: State Designated Agency (SDA) - This agency will facilitate implementation

of CSC scheme within the state. It will provide policy and other support to SCAs in the

state.

Stakeholders involved in CSC Initiative

To implement CSC initiative, active participation and close interaction amongst various

stakeholders is necessary. Various stakeholders involved in the CSC scheme can be

classified into four categories namely:

1. Regulators

2. Providers

3. Receivers

4. Facilitators

Figure 1: CSC Stakeholders

23

The various stakeholders in each of the above categories are as mentioned below:

Figure 2: Stakeholders within Each Category

NLSA: - National Level Service Agency IL&FS is appointed as NLSA for CSC scheme. It is assisting DIT (Department of

Information Technology), MCIT (Ministry of Communication & Information Technology)

and all the States of India in carrying all work related to implementation of CSCs across

India. NLSA is a nodal agency which coordinates with all stakeholders of the scheme.

SDA: - State Designated Agency SDA is a state level nodal agency which facilitates implementation of CSCs. It provides

necessary support to SCAs in setting up CSCs in that state.

SCA: - Service Center Agency SCAs are playing a key role in implementation of CSCs at district level. Each SCA is

allocated 2-3 districts per state where VLE approaches them to setup CSC in nodal

village. SCAs build their network of VLEs and facilitate VLEs in setting up CSCs. SCAs

select locations (nodal villages) to setup CSCs ensuring equitable spread with

• Citizens

• Village Heads

• LLI (Local Intervening Institution)

Receivers

• SCA (Service Center Agency)

• VLE (Village Level Entrepreneur)Providers

• SDA (State Designated Agency)Regulators

• Government Agencies

• NLSP (National Level Service Provider)Facilitators

24

sustainability across districts. Broadly it is an entity that has experience in creating and

managing service delivery in rural India. Total 15 SCAs have been awarded the CSC

project across India, so far.

VLE: - Village Level Entrepreneur VLEs are the front end of scheme who set up the CSC in the nodal village. They get

support from facilitator (SCA) in setting up a CSC. They are expected to be highly

educated and have a strong social commitment. They are also required to have

entrepreneurial skills.

Current Status of the CSC Scheme

Figure 3: Current Status of CSC Scheme

Source: http://www.csc-india.org/ (25th

April 2010)

25

SCAs Selected per State and Mandated CSCs

Figure 4: SCAs within Each State

Source: http://www.csc-india.org/ (25th

April 2010)

26

2.0 About the Study

The CSC initiative was aimed towards rolling out 100,000 CSCs across India by 2008-09.

As of 30th November 09, 57,599 CSCs had been rolled out; this number was 55,979 till

31st Oct 09 and 17,775 nearly a year ago (as of 30th September 08). Considering the

mammoth size of the initiative, it becomes more important to periodically review the

status to ensure that the rollout is going as per the plan and if not so then identify the

problems being faced by various stakeholders.

To do so, it was necessary to conduct an assessment of this initiative by meeting various

stakeholders and capturing the status, problems and their views about the initiative.

This assessment exercise also included the audit of the CSCs to validate their existence

and to ensure that they have sufficient infrastructure installed and working to service

the beneficiaries meeting the objective for which they were established.

Figure 5: Research Design

Research Design

Primary Research

Field InterviewsQuantitative

Phase- Data collection

--Profiling information

on CSCs, VLEs and

SCAs collected from

concerned SCAs.

--Information captured

via Email and

Telephonic follow- ups

Preliminary

Inputs &

Insights

CITIZENS

VLE

Village Head

Qualitative Quantitative

SCA

NLSP

The VLE and the Village Head

helped us in understanding the

relationship and impact of CSC

scheme on government agencies &

local intervening institutions

SDA

GovernmentAgencies LLI

27

The study consisted of both Qualitative and Quantitative modules. The Qualitative

module included in-depth interviews with various stakeholders and helped in gaining a

better understanding of the project and identifying the problem areas and good

practices. In quantitative module face-to-face interviews were conducted with the

following stakeholders:

1. Village Level Entrepreneurs (VLE)

2. Citizens – CSC users (Nodal village)

3. Citizens – CSC non-users (Nodal Village)

4. Citizens – CSC users (Surrounding village)

5. Citizens – CSC non-users (Surrounding Village)

6. Opinion Leaders/Village Heads

7. Local Level Intervening Institutions

For conducting these interviews, 1727 CSCs were selected from a database of ~30,000

CSCs provided by IL&FS. In case of VLE, 2 different questionnaires were administered

with him/her. One was regarding the information about the VLE himself whereas other

was regarding the CSC (Infrastructure, setup time, training etc.). These 1727

CSCs/villages were distributed across 19 states and included CSCs of various SCAs.

Selection of CSCs was done purposively keeping in mind various impact variables (some

impact variables such as age of CSC had to be shelved because of lack of information

provided by SCAs) and ensuring uniform spread across state and SCRs (Socio-Cultural

Regions). These interviews were conducted between 23rd Nov. 2009 and 18th Feb. 2010.

The process of selecting 1727 CSCs (sampling) from the database of ~30,000 CSCs was

done considering three control variables namely State Coverage, SCA Coverage and

Socio-Cultural Regions. Figures given on the next page explains the building block of

sampling along with levels at which sampling was done. During sampling, it was ensured

that in all the states covered, all the SCAs which are operational and for which proper

database is available should be covered in the sampling. Also we ensured coverage of all

SCRs.

28

Figure 6: Building Blocks of Sampling Design

Figure 7: Levels of Sampling Design

29

Figure 8: Sampling Methodology - Selection of CSCs

Detailed sample size covered during the study is given below:

Segment Total Sample Size

Citizens – Listing 113648

Citizen – Main – User 13754

Citizen – Main – Non-user 6814

Village Head 1674

LLII 3410

VLE 1730

CSC 1727

Table 4: Sample Size - Quantitative Module

Coverage of all SCAs

(Wherever database was available)

Selection of all SCRs in a state

Selection of states where each SCA is

present All the states served by a SCA are selected to ensure

state governed parameters are factored in

From each of the 3 strata

The required number of CSCs were selected

30

In addition to this, qualitative interviews were also conducted. Breakup of the

qualitative interviews by type of respondent was as per the below table:

Segment Total

SCAs 13

NLSPs (National Level Service Providers) 5

SDAs 9

Local level Government Functionaries (BDOs, Collectors etc) referred to as GF in the report

49

Table 5: Sample Size - Qualitative Module

Details of the CSCs visited during the study by state and SCA are given below:

State SCA Sample

Andhra Pradesh CMS 52

Times 39

Assam Zoom 45

SREI 47

Bihar

SREI 46

SARK 58

ZOOM 55

Chhattisgarh AISECT 43

ZOOM 43

Gujarat CMS 110

Himachal ZOOM 39

Tera 39

Jharkhand

UTL 56

Zoom 51

AID 46

Maharashtra

Spanco 45

CMS 45

Reliance 45

Manipur Zoom 33

Meghalaya Basix 32

Nagaland Tera 10

Orissa

Zoom 47

SREI 47

Basix 48

Rajasthan CMS 39

Zoom 36

Tamilnadu SREI 75

Uttar Pradesh CMS 54

SREI 58

Madhya Pradesh CMS 90

NICT 30

31

3i Infotech 10

Reliance 56

West Bengal SREI 72

Uttaranchal Reliance 59

J&K J&K Bank 27

Table 6: Number of CSCs Covered

Figure 9: IMRB Quality Control Process

IMRB strictly follows various internal quality control norms along with the ESOMAR

guidelines to ensure that good quality data is captured. For the same, scrutiny and back

checks are done at various levels. Detailed process of quality control followed in this

study is given in the above diagram.

32

3.0 Status of the CSC Initiative

Out of the 1727 CSCs (and VLEs) claimed to be operational that were covered in the

survey, 1097 VLEs were available in the village whereas in 999 cases CSCs were found to

be open i.e. were having the basic setup and were in a condition to provide services to

the citizens (and were not closed at the time of visit). In some cases even the brick and

mortar model was not present in the village or the CSC was closed however the VLE was

available in the village. Also there were few cases wherein the CSC was present in the

village but VLE was not available (someone else such as an employee or relative of the

VLE was looking after the CSC in the absence of VLE). This explains the difference in the

figures for CSCs operational and VLEs available. Amongst CSCs found to be non-

operational, about 90% were yet to be opened while 10% were closed down after

providing services for some time - mostly due to inadequate footfalls. In some cases, the

VLE closed down the CSC to pursue other career opportunities. In a few cases where the

employee model was being followed, the SCA had closed the CSC.

Figure 10: Operational CSCs Status

Status of CSCs and VLEs by state and SCA is given in the ANNEXURE- II.

Operational CSCs58%

Non Operational

CSCs42%

Operational CSCs

CSCs not yet open

90%

CSCs closed after

opening10%

Status of non- operational CSCs

33

4.0 SCA Profiling

The SCAs operate through a structure that spans across national, regional, district and

block levels. Some SCAs have created a SPV for the CSC project. SCAs work through

either of these 2 models-

A separate wing for the CSC project

Include CSC as a part of their e-governance vertical

These SCAs are from diverse backgrounds including IT companies, NGOs, training

institutes, CSR wing of corporate etc.

Figure 11: Organization Structure of SCAs

Some SCAs are working only in few selected areas or in a single state while there are

others that are operating in multiple states. Leveraging their existing network to

effectively provide services was one of the key criteria considered by SCAs while

selecting the states.

SCAs are mainly opting for a pure franchisee model vis-à-vis the employee model as the

employee model requires a huge initial investment. In the scenario of lack of

government support in terms of revenue viability, the SCA is not able to sustain in the

District Managers

National Headquarters

Block Managers

Regional Managers/Project Managers

34

employment model. The Franchisee Model incorporates the interests of the VLE which

leads him to be more proactive.

The uneven/hilly terrain and the Naxalite menace are the main barriers cited by SCAs in

setting up the CSCs. The share of the VLE in the revenue from the Online Services is

anywhere in the range of 75-90%. For offline service, 100% of the revenue is transferred

to the VLE.

A brief profile of the SCAs is given below: (Geographical coverage of various SCAs and

number of CSCs to be established by each of them has been given in Figure 4: SCAs

within Each State and Mandated CSCs (Refer to Pg. No.27))

1. AISECT: AISECT, established in 1985, is India’s leading Training and Educational

services network with a spread of over 8,000 franchisee centers across 27 states and 3

Union Territories in the country. AISECT’s mission is to reach out to the remotest

corner of India and promote ICT based training and services to empower people,

generate employment for the youth and unfold entrepreneurship based initiatives to

create and inclusive society. Through its various projects, initiatives and innovations,

AISECT has been trying to reach out to people in rural areas. It has formed a State

Project Team in M.P. & Chhattisgarh which act as a Nodal office for formulation of

strategies, mobilization of resources and monitoring the implementation of the

Common Service Centre Project in AISECT CSC districts. The structure of this team is as

follows:

State project team

State office in Bhopal & Raipur

Regional managers

District managers

Block managers

Services coordination group

35

AISECT has evolved the following Project structure to implement the CSC Project in its

allotted regions:

2. BASIX: BASIX is a rural livelihood promotion institution set up in India in the year

1996. Its mission is to promote a large number of sustainable livelihoods, including

for the rural poor and women, through the provision of financial services and

technical assistance in an integrated manner. The BASIX group comprises of several

financial services and technical assistance companies. While BASIX Ltd is the holding

company, Bhartiya Samruddhi Finance Limited (BSFL) is the flagship company.

Bhartiya Samruddhi Finance Limited (BSFL) is a Non-Banking Finance Company

(NBFC), through which credit and technical assistance services are being delivered.

BSFL has been functioning since 1996. In pursuit of BASIX mission, to promote and

support sustainable livelihoods, BSFL has adopted the “Livelihood Triad” strategy

through which the company also provides Agricultural & Business Development

Services to about one third of its customers through Livelihood Service Providers

(LSPs) and Institutional Development Services for producers like MACS for cotton

producers, dairy cooperatives. The BSFL team comprises of professionals in the field

of Management, Accounting, Agriculture, Social Work, Engineering, Science etc.

Total number of staff and livelihood service advisors in the company is over 8,500

across the country. BSFL has taken up the CSC project in Zone –IV in Orissa.

3. CMS: CMS was founded in 1976 and is an IT solutions provider with 15000+

professionals’ worldwide offering solutions and services across various verticals. CMS

is also an architect in Designing and Implementing large service delivery Projects in

the E Governance area in India. It has deployed its solutions which are operational in

more than 7 States including Andhra Pradesh, Karnataka, Punjab, Rajasthan, Uttar

Pradesh, Maharashtra and West Bengal to run CSCs. CMS offers more than 120

36

Citizen Services pertaining to Sate Government, Local Government, Central

Government and Private Agencies related to Payment Of Utility Bills (like Electricity,

Water, Telephones etc), Payment of Taxes, Registration and Issuance of Certificates,

Mobile Recharge, Ticket Booking, Insurance Premium Payment etc. Some of the E-

Governance Projects pioneered by CMS are - e-Seva, Andhra Pradesh, BangaloreOne,

Kaveri Project Karnataka etc. CMS has also designed and implemented various other

e-governance projects such as - ILMS Project - Punjab (Integrated Land Records

Management), Computerization of Registration Department - West Bengal, Citizen

Friendly Services of Transport Department - AP, Food and Civil Supplies Department -

Karnataka etc.

4. Consortium of Tera Software: Tera software is the prime bidder for Himachal

Pradesh and Arunachal Pradesh. It is also implementing the CSC Project in

Pondicherry and Nagaland. For Himachal Pradesh, Tera Software has a MoU with the

GNG Group for setting up the CSCs. Similarly for Arunachal Pradesh, they have signed

a MoU with Calance software. In both these consortiums, Tera is the technology and

project management & guidance provider, while GNG/Calance is executing the

project on the ground. GNG was started in 1996 as a trading house. With the

beginning of this millennium, GNG ventured into infrastructure projects in Power

Transmission & Distribution sector. Later, in 2008, GNG started its ITES wing and

started implementing the Common Services Centre project in Himachal

Pradesh. Calance Software is an entity which mainly operates in the US and India, and

to a limited extent in Europe. However, majority of the equity is owned by Indians

operating out of Gurgaon. In the US, Calence basically carries out facilities

management tasks. In India it has become the largest enrollment agency for smart

Cards. Villages are visited to enroll the beneficiary families/individuals and generate

and deliver the smart Card on the Spot.

37

5. NICT: Network for Information and Computer Technology (NICT) is an ISO 9001-2008

Organization. It is part of the Dainik Bhaskar Group having more than 15 years

experience in ICT ranging from its promotion, training, development, to its

implementation. NICT has conceptualized, designed, developed and implemented

several e-governance projects in Madhya Pradesh across more than 15 districts. NICT

is again taking lead in promotion, innovation and implementation of e-governance in

the MP and other States. NICT has been awarded the tender by the district

administration for establishing “Samadhan Centers” in Indore district to provide

citizen services and information via ICT using the local language i.e. Hindi.

6. Spanco: Spanco is an active player in the ICT field with a dedicated business Unit for

e Governance, System Integration and BPO. It has 8 regional/branch offices located in

Mumbai, Delhi (NCR), Bangalore, Kolkata, Hyderabad Chandigarh, Bhubaneswar, and

Dehradun and presence in 14 states. Spanco provides operations and maintenance

support in more than 65 cities to their clients. It is a SEI CMM Level 3 and ISO 9001-

2000 certified IT / Telecom solutions and Services Company. Spanco Ltd. is also

present in the BPO space with four separate entities spanning Domestic, International

(US and UK) and Middle East operations. It has been an active player in the Systems

Integration (SI) space for over a decade and today ranks amongst the top 5 SI’s in

India. Spanco provides scalable solutions catering to two core verticals - Government

and Service Providers. It specializes in four key areas – Application development and

management, Complex Networking, Data Center services and Managed Services and

has dedicated business units for e-Governance, Power Sector, Service Provider,

Telecom.

7. SREI Sahaj: SREI Sahaj e-Village Limited, a subsidiary of SREI Infrastructure Finance

Limited, has taken the initiative of building rural infrastructure in the country under

the National e-Governance Plan. SREI has been commissioned for setting up over

28,006 CSCs in six states of West Bengal, UP, Bihar, Orissa, Assam and Tamil Nadu.

38

Sahaj has its own data Center and service portal for every state with payment

Gateway. Soon they are going to launch Financial Inclusion services for their CSCs

wherein the CSCs will work as a business correspondent for the bank.

8. UTL: The UTL Group is based in Bangalore and a three decade old ICT Solution

Company with wide experience in setting up telecom and e-governance networks.

They also offer solutions for the transport sector. The UTL Group of Companies are

engaged in design, manufacturing and software in the areas of telecommunications

(all sectors wired, wireless & fiber optic), networking, systems integration, software

solutions, Contract R&D, PCB manufacture, microelectronics design, precision

engineering plastics tooling and molding, electrical stampings and laminations, die-

casting, mechanical fabrication etc. UTL is mandated to roll out 2943 CSCs in Ranchi,

Hazaribagh and Kolhan Divisions of Jharkhand which it plans to complete by end June

2010. It is the first SCA in India which has started delivering government services. In

the last four months they have started offering government services(G2C services) in

14 districts out of the 15 and we have registered more than 1,10,000 online e-Nagrik

applications through their 57 Block HQs and 190 panchayat centers.

9. Zoom: Zoom Developers Private Limited (ZDPL) is an 18 year old company

predominantly engaged in Large Projects Development & IT related projects in India &

abroad. The Gross Turnover of the Company is Rs. 1651 crores and has more than

3000 employees. The Company is headquartered in Mumbai and has Regional Offices

located at Gurgaon, Indore, Kolkata, Cochin and Bangalore. ZDPL is present as a SCA in

nine states - Assam, Orissa, Chhattisgarh, Himachal Pradesh, Rajasthan, Manipur,

Jharkhand, Bihar and Mizoram. Their state offices are headed by Regional Managers

who are supported by Manager – Operations & Manager – Sales & Service and field

teams.

39

AID: A part of AID - Vikalp Multimedia (VMM) is the SPV responsible for rolling out the

CSCs. It was started with the support of AID - an international organization with two and

half decade of experience in rural development. VMM is a not for profit company based

in Chennai with branches in Jharkhand State. The people behind VMM have experience

of two and half decades in rural development and IT sector. This company was

conceived and created to serve as a platform for finding media and rural technology and

solutions to the rural problems of the poor. VMM serves as a forum to provide need

based and rural and tribal friendly media and communication technologies for solving

rural problems. This initiative is also intended to help the poor to make them digital

literate, improve the quality of education, create on-line villages, provide access to

government information and services, enhance rural livelihoods, boost the local

economy and engage the poor as active players and agents of change.

5.0 VLE Profiling

Figure 12: VLE Gender

The mean age of VLEs was found to be 36 years. 10% of the VLEs interviewed were

female - this is a key indicator towards women empowerment in rural areas. In

Rajasthan, only females can apply to become a VLE. However in some cases it was found

40

that while as per the database, the VLE was female but actually CSC was being run by

the VLE’s husband or some other relative who claimed to be the VLE.

Figure 13: SEC of the VLE

Out of all the VLEs interviewed, 84% belonged to the most affluent section of the society

i.e. SEC R1. Less than 5% of the VLEs were found to be from the bottom three SECs i.e.

SEC R3, R4 and R5. This can be attributed to the high investment required for setting up

a CSC along with the minimum educational qualifications.

Figure 14: Educational Qualification of VLEs

41

The VLEs were found to be well educated. As per the government mandate, a VLE has to

be at least 10th standard pass - 95% of the VLEs meet this criteria. Also more than half of

the VLEs were found to be at least graduates.

Figure 15: Does the VLE run a Side Business

More than half of the VLEs interviewed were found to be having some other business

apart from running a CSC. Currently, as per the VLEs, it is difficult for them to sustain

their family with the income from the CSC alone. As the income through CSC increases

(with improvement in condition like provision of G2C services, internet, electricity, etc.),

it is expected that more and more VLEs will shun their side business and focus

completely on their CSC – this is expected to further boost the growth of CSCs.

The VLE profile for various states and SCAs are given in the ANNEXURE - II.

Yes55%

No45%

42

6.0 CSC Profile The CSCs are being established mainly to make various public, social and private services

available to the citizens residing in the remote areas of the country. Thus the perceived

benefit of CSC becomes more significant with increase in distance of the CSC from the

nearest town. Among the CSCs surveyed, the average distance from the nearest town

was found to be around 14 Km. The maximum average distance of CSC from the nearest

town was found to be in Rajasthan (29 Km.) whereas minimum was in Uttarakhand (6

Km.).

Figure 16: Average Number of Villages Covered per CSC

As per the SCAs a host of factors such as proximity to a government office, population,

availability of power, accessibility, building type (if its pucca or not) and electricity

connection, are key considerations before deciding the CSC location. Most CSCs are

reaching out beyond the nodal village that they are operating in. It is mandated that the

CSC should reach out to 5-6 villages and it was found that on an average each CSC

covered in the survey is serving almost 5 villages. Also more than 50% of the CSCs were

found to be serving more than 5 villages. The average number of villages was found to

be maximum in Bihar (6.1) and minimum in Gujarat (1.8).

1 Village

13%2 Villages

4%

3 Villages

11%

4 Villages

11%5 Villages

10%

6 Villages16%

7 Villages35%

Villages

43

Figure 17: Weekly off

More than half of the CSCs covered in the survey observe their weekly off on Sunday

whereas 46% of the CSCs are open all 7 days of the week. This is a boon to the rural

citizens since all government offices work only 5 days a week and also shows the

keenness of the CSCs to serve the people.

Figure 18: Installation and Registration of Online Monitoring Tool

Monitoring of a mission-oriented project of this vast a size, scope and complexity poses

significant challenges of project management at the national level. It also makes

monitoring the day to day running of the CSC a difficult task. The Online monitoring tool

is an application/micro agent which is installed on the laptop/desktop of the CSC and on

registration uses the internet connection available at the CSC to send periodic logs to

the central server.

44

Since the monitoring tool is meant for tracking the uptime of all the desktops/laptops in

a CSC on a daily basis, the tool is required to be installed on at least one PC that would

be functioning regularly in the CSC. The monitoring tool also has the facility of

generating MIS reports as per the requirement of the user and raising an alarm on

occurrence of some predefined events.

45

7.0 CSC Infrastructure SCAs are using different models across states. Currently the two models being used by

the SCA are – Employee model and Franchisee model. . In the Employee model, the

entire investment is incurred by the SCA. Post establishment of the CSC (along with all

the IT and non-IT infrastructure), the SCA appoints and trains a VLE who works as an

employee of the SCA and is responsible for managing the CSC. In the franchisee model,

SCA selects and trains the VLE, post which the VLE looks for space and purchases the

required equipment as per the mandate. In this model, all the investment is made by

the VLE himself, in some cases the SCA provides the infrastructure as well but the

payment is made by the VLE. Over a period of time, an optimal model is expected to

emerge wherein the roles and responsibilities (maintenance, creating awareness,

providing G2C services, etc.), commission percentage, etc. are defined in a manner that

best suit the CSC scheme.

As per the mandate, key infrastructure required for setting up a CSC includes:

Physical Infrastructure

o Floor area of approximately 150 to 200 sq. feet

o Illumination (Tube light/ bulbs)

o Ventilation (fans) and

o Furniture (Tables and chairs)

IT Infrastructure

o Desktop or Laptop in working condition

o Printer, scanner and other peripheral devices

o Internet connection for Desktop or Laptop

Depending upon the model being followed, the SCAs also have dedicated teams looking

after provisioning of infrastructure and service/maintenance of infrastructure.

“We have our own

management team. We

manage our own

infrastructure. We have 3

level teams which manage

this task of providing

maintenance to the VLEs.

We provide these services

free of cost.”- SCA“

46

IT Infrastructure

IT infrastructure is strategic towards providing different services not only now but in

future too when G2C services get rolled out extensively. During the audit of the CSCs,

the average number of IT infrastructure in a working condition was found to be meeting

the benchmark. Average number of IT equipments found in working condition is given

below. These do not represent the number of equipments provided/purchased or

available at the CSC but is the number of equipments found to be in working condition.

While desktop/ laptops and printers just exceed the benchmark, the penetration of

other peripheral hardware such as webcams and photocopy machines was relatively

lower.

Units in working Condition Mean

Desktop / Laptops 1.2

Printers 1.1

Webcams 0.5

Digital Cameras 0.6

Scanners 0.7

Photocopying Machines 0.5

CD / DVD Writers 0.9

Table 7: IT Equipment in Working Condition

SCAs have tied-up with different vendors for supplying the various equipments as well

as for maintaining them. In some cases, depending upon the business model, the

purchase of equipment is the responsibility of the VLE.

47

Figure 19: Internet Availability and Type of Connection

There are only about 3.3 million active internet users in rural India constituting 9% of

the total 36 million active internet users in India. Public shared access via focused

channels such as schools, CSCs etc is the way forward for providing a multiplier effect in

rural areas since few rural citizens can afford a device and broadband connection.

Internet connectivity not only aids in bridging the digital divide but also attracts users at

the initial stage itself by acting as source of entertainment and communication (email,

messenger, etc.). In addition, it will form the critical support/ access medium to provide

diverse set of B2C and G2C services.

48

During the survey it was found that as many as 68% of the CSCs have internet access.

Due to the non-availability of network of any ISP in majority of the areas where CSCs

have been established, most of the Internet owning CSCs had a VSAT connection. Wired

connection which is comparatively cheaper (excluding leased line), was present in only

32% of the cases.

Figure 20: Speed of Internet Connection

Rural citizens require high speed applications (telemedicine, e-education) the most but

can afford them the least. Among those owning an Internet connection, 54% were

found to have a less than 256 kbps speed connection. Reasons for such internet speed

includes limited affordability of the VLEs and relatively low penetration of services like

telemedicine, video conferencing (for education or agriculture purposes), distance

learning, etc that require high speed connectivity. The high incidence of narrowband

connection can be attributed to extensive use of VSAT (39%). Another reason is use of

other wireless options (29%) like data card which are currently low speed and less

reliable. According to some SCAs, VSAT connectivity and Data Card/USB connectivity do

provide a satisfactory solution in terms of speed/reliability but most VLEs are unable to

bear their high cost. However many SCAs are waiting for BSNL to lay its network rather

than opting for any other connectivity. The major argument in this regard is that BSNL is

the most economical option and it also provides satisfactory solutions in terms of

speed/reliability. After the recent Govt. decision to connect all Gram Panchayats by

49

optical fiber in the next 3 years, perhaps the connectivity problem should be resolved

soon.

Figure 21: Availability of Electricity

In 85% of the villages, minimum 6 hrs of electricity is available per day. However in

majority of cases, electricity in rural areas is supplied as per the agricultural demand i.e.

mainly during early morning hours.

Figure 22: Alternate Sources of Power

50

Considering the non-availability of regular supply of electricity in majority of the villages,

arrangements for power backup is a must for proper functioning of the CSCs. During the

survey, 85% of the CSCs had at least one alternate mode of power supply available

which was either UPS (single UPS for all computers or separate UPS for each computer)

or generator. Few SCAs have made it mandatory (or give preference) to have only

laptops in the CSCs as they are more energy efficient and have an in-built power backup.

With increasing electrification, the situation is expected to improve. In addition, the

operating expense on power backup is likely to reduce further thus increasing the VLE’s

net income.

51

Physical Infrastructure

Figure 23: Floor Area of the CSC

As per the mandate, floor area of the CSC should be at least 150-200 Sq. ft. In the audit,

it was found that the average floor area across the CSCs covered was 146 sq. ft. As per

the above chart, in 62% of the CSCs, the floor area was found to be 150 sq. ft. or less.

Thus, CSCs are almost in line with the benchmark stated by the Government.

For other physical infrastructure, average number of units found to be in working

condition during the audit, are given in the table below:

Observed in working condition Mean number per CSC

Tables / Desk 2.1

Chairs 2.9

Tube lights 1.6

Electric Lamps / Bulbs 1.6

Ceiling Fans 1.2

Table Fan 1.3

Television 1.2

Radio 1.4

Mobile 1.4

Table 8: Physical Infrastructure found to be in Working Condition

52

Figure 24: Condition of the IT Equipment

In more than 90% of the cases, equipment available at the CSCs is new. Majority of the

SCAs only allow the deployment of 1st hand equipment in the CSCs. This goes in favor of

the CSC scheme, as new equipment enables provision of the services with higher

efficiency and more reliability. Also, it results in lower maintenance costs.

New91%

Refurbished9%

New vs. Refurbished

53

8.0 Awareness and Usage of CSCs

Figure 25: Awareness of CSC Initiative amongst various stakeholders

During the survey it was found that awareness about the CSC Scheme is highest

amongst village heads (46%) and lowest among citizens (19%).

Base Yes No

Overall 1674 45.9% 54.1%



Assam-Zoom 45 71.1% 28.9%

Assam-SREI 46 71.7% 28.3%

Bihar-Zoom 55 14.5% 85.5%

Bihar-SREI 47 66.0% 34.0%

Bihar- SARK 58 39.7% 60.3%



Gujarat-CMS 110 53.6% 46.4%




Jharkhand - AID 45 51.1% 48.9%


54



Madhya Pradesh- 3i 10 100.0% .0%



Maharashtra-CMS 45 8.9% 91.1%



Meghalaya-BASIX 31 100.0% .0%


Orissa-Zoom 47 89.4% 10.6%

Orissa-SREI 46 39.1% 60.9%








J&K- J&K Bank 27 .0% 100.0%


Table 9: Number the charts Awareness amongst VHs about the CSC Scheme

The high level of awareness amongst village heads can be attributed to their

involvement in selection of the CSC location. Citizens - the most important beneficiaries

of the CSC Scheme need to be made more aware about the CSC Scheme. This can be

done through various modes of mass communication. Higher emphasis should be laid

on modes of communication more effective in rural areas like ‘nukkad nataks’, puppet

shows etc which are currently being used to a small extent.

55

Figure 26: Source of Awareness Among Citizens

Figure 27: Source of Awareness Among LLIIs

Village heads (VHs) as opinion leaders play a vital role in creating awareness about any

product or service in rural areas. The Village head/Sarpanch and VLE emerged as the top

1%

2%

3%

3%

5%

5%

6%

12%

12%

13%

16%

23%

0% 5% 10% 15% 20% 25%

Through some politician

Television

From various NGOs

Pamphlets

From a government office/official

Others

Radio

Another Villager

Billboards/Posters

Newspaper

From VLE or VLE initiative

Village Head, Sarpanch, etc.

Citizens

3%

3%

3%

5%

11%

18%

19%

39%

49%

0% 10% 20% 30% 40% 50% 60%

Television

Newspaper

Awareness programs like Nukkad Natak

Others

From a government official/office

Village Head/Sarpanch

Newspaper

Word of mouth

From the CSC operator/VLE

LLIIs

56

2 sources of awareness amongst citizens. Both VLEs as well as the government should

together create higher awareness and work more closely with the VHs to leverage their

high level of awareness and influence amongst the villagers. The reach of each CSC, in

terms of number of villages being catered to, will increase with increasing awareness.

Amongst LLIIs i.e. organizations at the local level like schools, Youth clubs, Aanganwadi,

NGOs/CSOs, SHGs etc. providing their services through CSCs - the VLEs and word of

mouth were the top two sources of awareness. Since awareness is a key concern, mass

media awareness programs from stakeholders other than the VLE could be considered.

Figure 28: VLE’s Source of Awareness about CSC Scheme

On asking about the first source from which the VLE came to know about the CSC

initiative - majority of the VLEs (42%) said newspaper followed by Relatives and Friends

(38%) and SCA (23%).

0% 10% 20% 30% 40% 50%

Internet

Radio

Through government …

Television

An existing VLE

Pamphlets

Village Head/Opinion Leader

From SCA

Your relatives/Friends

Newspaper

VLE

57

Figure 29: Usage of CSC amongst different stakeholders

Usage amongst Citizens

Amongst citizens, the usage was found to be as low at 4%.

Figure 30: Services Being Used by Citizens

Majority of the citizens have used services related to IT/Telecom - like mobile recharge,

DTP, Internet surfing etc followed by Commercial services like bio-data preparation,

matrimonial services etc (35%).

58

Reasons Behind Citizens Not Using CSC

Never felt the need of using services available 44%

CSC/VLE is unavailable most of the time 4%

Negative feedback 2%

High Service charges 2%

Traditional way is more convenient and reliable 6%

Not allowed to use CSC due to caste 2%

CSC is too far from home 6%

Non availability of services due to no internet connectivity

3%

Non availability of services due to power failure 3%

Not aware of Services offered 45%

Others 20%

Table 10: Reasons behind Citizens Not Using CSC

The usage of any product or service depends on its awareness as well as its relevance.

Lack of awareness (45%) and non existence of a need to use the services available at the

CSCs (44%) are the two major reasons for low usage by citizens. This indicates that there

is a need to create higher awareness about all services available at the CSC and how

citizens can benefit from them. Also it implies that services currently available at the

CSCs are not entirely relevant to them (since they never felt the need to use those

services). Some of the SCAs are currently in the process of identifying more relevant

services that can be offered. Government Functionaries have cited frequent power cuts

as a common reason deterring CSC usage.

59

Figure 30: Services Being Provided Through CSCs

Talking about the services currently being provided through the CSCs, IT/Telecom

services tops the list with 88% of the CSCs offering them, followed by Commercial

services (72%). IT/Telecom related services and commercial services, which were found

to be most widely available service at the CSCs, are also the most widely availed/used

services. However, considering the proportion of CSCs offering finance (42%) and travel

(44%) related services, the level of usage by citizens is on a lower side. Only 4% of the

CSCs were found to be offering health or agricultural services.

60

Government services 90%

Healthcare/ Telemedicine services 51%

Commercial services 53%

Data collection services 41%

Entertainment 41%

Financial services 55%

Education services 60%

Agricultural services 66%

Table 11: Services in Demand by Citizens But Not Available – as per VLE

66% of the VLEs said that they are not offering agricultural service but the same are in

demand. Also 90% of the VLEs mentioned that people ask for government services

which are currently not available at their CSC.

When asked about preference between CSC and the traditional mode of service

delivery, more than half of the people preferred CSC over traditional mode.

Usage amongst LLIIs

LLIIs are the local level organizations like schools, Aanganwadi, NGO/CSO, etc. providing

their services through CSCs

Figure 31: Area of Operation of LLIIs using CSC

61

More than half of the LLIIs using the CSC Scheme belong to the education sector - these

mostly include schools and colleges.

Figure 32: Services Used by the LLIIs

More than half of the LLIIs covered in the survey belong to education sector - DTP

related services such printing, photocopying, photographs, etc. emerged as the most

used service amongst these LLIIs. However the next most used service among LLIIs was

found to be Internet which further builds up the case for internet connectivity. The

Internet will also serve as a medium for making more and more services available to the

rural LLIIs and from them to the citizens. Since more than 85% of the LLIIs using services

at the CSCs belong to either education (58%) or healthcare (27%), usage of IT (including

internet) and DTP services is likely to grow.

62

Figure 33: Frequency of Using CSC – LLII

Usage of CSC cannot be determined by only asking if someone has ever used a CSC or

not. We also need to consider the frequency of usage also. To ensure regular visit at the

CSC it is essential that the services available at the CSC are either widely used (by most

of the people) or very frequently used. For e.g. usage of ‘Payment of Electricity Bill’ as a

service will be much more frequent than ‘Renewal of Driving License’ since payment of

electricity bill is made by almost every household every month/2 months as compared

to renewal of driving license which is used by very few people and that too once in 15

years (or so).

When we asked the LLIIs about their frequency of using the CSC, we found that a good

30% of the LLIIs who have ever used CSC use it at least once every week. 3% of the LLIIs

use CSC daily whereas 10% of the LLIIs use CSC less than once in 3 months.

As per 24% of LLIIs, Government services are in demand but unavailable at their CSC.

3%

14%

12%

26%

24%

7%

4%

10%

0% 5% 10% 15% 20% 25% 30%

Daily

2-3 times a week

Once a week

2-3 times a month

Once a month

Once in 2 months

Once in 3 months

Less frequently

LLIIs

63

Table 12: Services in Demand But Not Available as per LLIIs

Figure 34: Reasons for Using CSC Scheme - LLIIs

Total

Base 487

BFSI 7%

DTP Related 2%

Educational 16%

Health 12%

Bill Payment 11%

Government Services 24%

Internet 12%

Travel 5%

Employment 2%

Agriculture 2%

Others 6%

64

Reasons For Not Using CSC - LLIIs Total

Distance of the CSC 14%

Frequent power cuts 33%

High service charges 14%

Limited number of services 56%

Irrelevance of Services currently available 44%

Non-availability of CSC/VLE most of the time 12%

People of certain caste/religion are not allowed to use CSC 2%

Behavior of the VLE 8%

Knowledge level of the VLE 8%

Higher time taken for service delivery 8%

Lack of space available 12%

Others 4%

Table 13: Reasons for Not Using CSC - LLIIs

Talking about the triggers and barriers of using CSC by the LLIIs, Ease of access (78%),

Convenience (72%) and saving of time (63%) emerged as top 3 triggers, whereas limited

number of services (56%), irrelevance of services currently available (44%) and frequent

power cuts (33%) were the top 3 barriers to the CSC usage..

Currently, SCAs are focusing more on the National Level Service Provider (NLSPs) and

are not actively engaging with local level intervening institutions. LLIIs play a vital role

since they cater to citizen communities and hence more citizens’ lives can be benefitted

by the CSC Scheme

65

9.0 CSC Setup Process

Figure 35: Time taken for Setting up a CSC

About 40% of the VLEs claimed that their CSCs were established within 1 month from

the date of applying for the same. Duration of setting up a CSC depends on various

parameters like qualification of the VLE, VLE proficiency with computers, time taken for

arranging the space and infrastructure, etc. In cases where the VLE already had some

knowledge about managing a business and operating computers and thus was able to

arrange the infrastructure quickly the, CSC was established within 15 days time. Some

upper limit on setup time needs to be mandated by the Government so as to give more

confidence to potential VLEs and motivate them in participating in this scheme.

66

Figure 36: Initial Investment for Setting up a CSC

The investment required for setting up a CSC depends upon various factors such as type

of model being used by the SCA, infrastructure required at the CSC, condition of the

infrastructure (new or refurbished), etc. For e.g. since in Gujarat, the employee model is

being used via the eGram VishwaGram project, the average investment was found to be

lower as compared to other states 38% of the VLEs invested between Rs.20,000 to

Rs.50,000 as initial investment while 35% of the VLEs invested Rs.50,000 or more. On an

average, the investment required to set up a CSC was Rs 50,000.

Figure 37: Availability of Credit Scheme

67

In 84% of the cases, there was no credit scheme

available for the VLEs. As per a SCA, banks do not

provide a loan to the VLEs since they are unable to

provide any regular income proof. One of the SCA was

using its tie up with banks to help the VLEs in getting a

loan. In the years to come, perhaps as the business models optimize, a relatively lower

initial investment will help bring in VLEs from the weaker sections of the society.

However until then there is a need to increase availability of credit schemes at attractive

rates.

“Banks do not provide

loans to the VLEs…” –

SCA

“…we have tied up with the

banks and we help them to

get the loans...”- SCA

68

10.0 CSC Income and Expenditure of VLE

Figure 38: Average Monthly Net Operating Income per CSC

As shown in the chart above, almost 3 out of every 4

VLEs are earning less than Rs. 3000 per month from

their CSC. This is the net operating income i.e. income

after accounting for all the expenses in operating and

managing the CSC which on an average is almost

Rs.2600 per month per CSC. As the credibility and

number of services offered by the CSC add up, the average monthly net income will

increase at a much higher rate. During the course of the study we also came to know

that the revenue sharing model being used varies from SCA to SCA. Through the survey

we also captured the operating expenses for a VLE. From the data collected from

various CSCs, we came to know that almost 50% of the gross income from the CSC goes

into operating and maintenance expenses. The average operating expense of a CSC is

almost Rs.2700. On the lower side, the net operating income per CSC was found to be

Mean: Rs 2576

“The share of the VLE in

the revenue from the Online

Services is anywhere in the

range of 75-90%. For

offline service, 100% is

transferred to the VLE” -

SCA

69

below Rs 3000 while on the higher side it was above Rs 10,000 - the corresponding

operating and maintenance expense ranged between Rs 2400 to Rs 4000 per month.

Breakup of Operating expenses

Total Operating costs Rs 2685

Maintenance Cost for PC and other IT infrastructure 22%

Maintenance cost for non IT infrastructure 12%

Rent for premise 13%

Staff cost 20%

Payment for Internet connection 8%

Electricity bill 7%

Power back up cost 6%

Regular payments made to SCA 9%

Cost on the loan 3%

Table 14: Breakup of CSC Operating Expenses

If we examine the breakup of operating expenses, the major portion of it is from the

maintenance cost of both IT and non-IT infrastructure followed by the staff cost and

rent for the premise. These costs collectively contribute around 2/3rd of the total

operating expense.

As per the VLEs, the income from the CSC is not sufficient for their families and this is

one of the reasons for majority of the VLEs having some other business as well. Also

some of the VLEs decided to opt out of the CSC scheme because of the insufficient

income generation from the CSC. As per the VLEs and the SCAs, income from the CSC

will improve once government services are made available at the CSCs and with

improvement in provision of internet, electricity, etc. We also know that as per the

citizens, services currently available at the CSC are not of much relevance to them since

they never felt the need to use services available at the CSC. Government services are

likely to increase the footfalls to the CSCs, which in turn would increase the usage of

services. As per some of the National Level Service Providers, availability of G2C services

at the CSCs would help in increased usage of their B2C services as well.

70

11.0 Aspects related to VLE Training

Once a VLE is appointed for a CSC, he needs to undergo training - a mandatory feature

across all the SCAs. The training is usually of 2 types:

1. An Introductory training that is provided to all the VLEs initially. This training varies

on the basis of knowledge level of the VLE and his/her background. Usually it consists

of information about - the CSC initiative, objectives of setting up a CSC, computer

basics and operations, managerial skills, entrepreneurship and services to be

provided through the CSC, etc.

2. Training related to new services as and when they are added to the existing bouquet

of services. In this training, VLEs are explained the new services in detail and taught

about how to deliver them to the citizens.

Duration of these trainings programmes vary from a few hours to about 15 days

depending upon the type of training and the skill and background of the VLE. For e.g.

someone who is PC literate would not need to undergo training on basics of computers

and how to use them. In most of the cases, SCAs do not charge any fee for imparting

training to the VLEs. This training is mostly provided by in-house trainers of the SCAs

since they do not consider external trainers to be adequately well versed with the CSC

model and concerns of the VLEs. Each batch for such training sessions consists of around

25 VLEs, however in some cases the batch size could go to as high as 55. Attendance is

generally very good at 95-100% and post completion of the training program, the SCA

issues a certificate to the VLEs.

71

Figure 39: Training imparted to VLE by SCA

Our analysis shows that more than half of the VLEs have received some kind of training

from the SCA. As new services get added, training programs are expected to increase.

For G2C services, it is advisable to make the training mandatory.

Figure 40: Any Amount Paid for Training

Generally the VLE does not have to pay any fees for training as it is covered in the initial

deposit most of the times and in some cases the SCAs charge a nominal amount. 79% of

the VLEs did not pay any amount for their training program i.e. all the entire cost of the

training was borne by the SCA. Who bears the training costs depends upon the business

model adopted. For example, in case of the employee model, the SCA bears the cost of

training and the only expense incurred by the VLE is related to travel and stay. Apart

from the SCA, the NLSPs also sometimes train the VLE in groups.

Yes55%

No45%

Yes21%

No79%

72

Base Yes No

Overall 576 20.5% 79.5%



Assam-Zoom 20 10.0% 90.0%

Assam-SREI 23 0.0% 100.0%

Bihar-Zoom 0 0.0% 0.0%

Bihar-SREI 28 75.0% 25.0%

Bihar- SARK 13 46.2% 53.8%



Gujarat-CMS 34 5.9% 94.1%




Jharkhand-AID 14 92.9% 7.1%




Madhya Pradesh- 3i 5 0.0% 100.0%



Maharashtra-CMS 0 0.0% 0.0%



Meghalaya-BASIX 28 3.6% 96.4%


Orissa-Zoom 12 8.3% 91.7%

Orissa-SREI 34 2.9% 97.1%








J&K- J&K Bank 3 66.7% 33.3%


Table 15: Whether VLE paid for the Training received

73

Figure 41: VLE Satisfaction with Training Received

68% of the VLEs mentioned that they are satisfied (either somewhat satisfied or highly

satisfied) with the training provided to them by the SCA. Only 20% of the VLEs who

received the training were dissatisfied (either dissatisfied or highly dissatisfied with the

training). This satisfaction or dissatisfaction with the training includes all the aspects

related to the training including content, duration, quality of trainer, amount paid, etc.

The degree of satisfaction indicates the usefulness of training for the VLE in running the

CSC.

74

12.0 SCA & VLE Key Programme Planning & Implementation

Issues

We also probed the VLEs and SCAs about the

most important issues and difficulties being

faced by them. One of the major issues bought

up not only by VLEs and SCAs but by all

stakeholders is the lack of G2C services

amongst majority of the CSCs. As per the SCAs,

the whole model of CSC was based on

availability of G2C services and low penetration of these services is having an impact on

the entire initiative. Currently, the revenue generated per CSC is below expectations.

This has led to surrender of the CSC by some VLEs. This also puts a doubt in the minds of

potential VLEs whether they would like to participate in this scheme. Due to non-

availability of the G2C services, footfalls at most CSCs are quite low. This has also

resulted in low usage of B2C services and

therefore several National level Service

Providers (NLSPs) have restricted their

expansion plans and have put any new tie-ups

with the SCAs on hold for the time being. Since

the B2C services can be anyway offered by private players without govt. support there is

no incentive for a potential VLE to invest particularly in the CSC scheme. The launch of

G2C services will improve the quality of life for the rural citizens; result in greater

employment opportunities by attracting more people towards the job of a VLE and

generally helping in uplifting the rural masses.

Revenue viability gap funding is also a cause of concern for the SCAs. Rollout of funds by

the state/central government to the SCA was either claimed to be delayed or has not

been done. In some cases, SCAs claimed that not even a single Rupee has been given

“Biggest problem is absence of

G2C services. If I only need to

provide B2C services then why I

need a government board for that. I

think this project has been taken up

too early as you don’t have a

backbone ready. If your basic

infrastructure is not ready, how you

can offer G2C services.” - SCA

“If he gets G2C services, then his

income level and footfall of people

would increase and which would

have a positive effect on his other

services.” - SCA

75

out to them as of now. This is also one of the factors inhibiting the SCAs in setting up the

CSCs.

Internet connectivity is another major roadblock. Availability of Internet makes

provisioning of more and more B2C as well as G2C services possible. Currently the main

issue being faced by the SCAs in making the CSCs online is non-availability of Internet

services network in most rural areas. VSAT connectivity is available in several places but

it is much more expensive as compared to other modes and VLEs are currently not in a

position to afford it. Most of the SCAs are relying on BSNL for providing internet and are

waiting for BSNL to setup its network.

Dependence of CSC Scheme implementation on support from the district/block level

government officials has actually resulted in CSC rollouts being poor both in terms of

quality and quantity, in areas where the desired support was absent. As per the SCAs,

district officials fear that CSCs would reduce the power in their hands. While on the

other hand the government officials complain that in several cases there has been lack

of communication from the SCAs side.

Low penetration of banking services and exploitation at hands of loan sharks remains a

concern in rural areas. As a result rural India has mostly been dependant on non-formal

credit modes like local money lenders, chit funds, loan lotteries, etc. as an immediate

source for credit. However the interest rates are very high, sometimes even going up to

10 percent per month. Non-availability of credit scheme for the VLEs is a major barrier.

Some other issues being faced by the SCAs and VLEs include difficult terrain in some

locations, naxalite menace and lack of power/electricity. If these program planning and

implementation issues can be taken care of, the CSC initiative would be more effective

and result in increased sustainability of the CSCs - both existing and new.

76

13.0 Partnership between SCAs and NLSPs

The SCAs have tied-up with various National Level Service Providers (NLSPs) for

delivering B2C services. These NLSPs offer domain specific services (like banking,

insurance, mobile recharge of a specific operator etc.) as well as bouquet of services.

The CSC scheme represents a very large retail extension opportunity for banks and that

too in an organized form. This would enable achievement of their goals of financial

inclusion in rural India. Some NLSPs tie-up with various vendors on their own and act as

a one-stop-shop for the SCAs. These NLSPs directly associate with the SCA and the VLE

does not play any role in this. The same applies to the revenue sharing as well i.e. it is

between SCA and the NLSP directly. The SCAs in turn share the revenue with the VLE.

For small SCAs, the tie-up is normally for all the operational CSCs whereas for large SCAs

it varies as per the extent to which the SCAs are willing to partner. In some cases the tie-

up is for few selected states or even part of a state. In terms of services, the tie-up is

either for all the services being offered by the NLSP or only for selected services which

the SCAs think is more relevant for the citizens. Revenue sharing between the SCA and

the NLSP depends upon various parameters such as reach of the SCA, number of CSCs

functional, services framework in place, etc.

Some of the NLSPs are operating on a prepaid model in which the SCA needs to pay a

lump sum amount at the sign up stage. NLSPs use this model to minimize their risk and

to secure a minimum amount of revenue. From SCAs point of view this model is not

beneficial; they are not comfortable and even want to do away with it. This is more

prevalent in case of products since the SCA has to invest its own money to purchases

the product and distribute it amongst the VLEs. This means the SCA’s money is blocked

until the product is sold by the VLE.

SCAs expect the NLSPs to come up with services that are more relevant for the rural

citizens since it is likely to result in increased usage of CSC and thus higher income for

the VLE. Services currently available at the CSCs are more generic in nature and less

77

customized for the rural citizens. Currently charges for the services provided by the

NLSPs are competitive with those in the urban areas. Considering the low income level

and purchasing power in the rural areas, SCAs want the NLSPs to reduce the service

charges in order to boost usage. Since NLSPs do not have any network in majority of the

villages where these CSCs are being setup, they are unable to carry out any marketing

related activities to promote the usage of these services. These marketing related

activities are being taken care of by the VLE himself and the SCAs would like the NLSPs

to give certain benefits to the VLE in return.

From NLSPs point of view, the lack of proper distribution network amongst the SCAs is a

major need gap for them. The NLSPs also believe and understand that the low revenue

generation from the CSCs is directly related to the low penetration of G2C services

amongst majority of CSCs. No NLSP was found to be having any grievances with a VLE as

such.

78

14.0 Impact of the CSC Scheme on Government Functionaries (GFs)

For capturing the views of the Government Functionaries, we approached 58

government officials of the level of Collector, Deputy Collector, DM, ADM, DDO, Deputy

Commissioner, District information officer and CEO Zila Panchayat. Out of these 58

officials, 9 refused to give the interview. Of the remaining 49 officials, 36 were found to

be aware of the CSC scheme. In cases where the official contacted was not aware of the

initiative, we explained briefly about the CSC Scheme and post that again checked if the

official was familiar with the initiative.

Given the concerns of all stakeholders about the low penetration of G2C services, we

also took the government officials perspective. Different reasons have been cited by the

GFs for lack of G2C services. These are weak SWAN linkages, lack of computers and back

office processes, inadequate number of skilled employees, insufficient infrastructure

hardware, etc.

There is future potential in using the CSCs for internal purposes like data collection,

evaluation of new schemes, etc since most officials considered such usage as a good

idea that could be implemented in the later stages.

From the several discussions that we had with the SDAs, it can be inferred that SDAs are

not having any problem in getting financial support from the center. However, they do

face a lack of clarity on the amount to be disbursed by them.

“I have called the agency

several times....they are

not that responsive...” –

MP

“…I call them three times

and then they come

once…” – UP

“They are in touch with

the BDO and SDM” –

Rajasthan

“They have never

contacted us after the first

workshop in November

2008” – Uttarakhand

“They have their office here

and we can call them

whenever we want” – HP

79

We also conducted face to face interviews with 1674 Village Heads - government

functionaries at the local level. Their awareness level about the CSC Scheme was found

to be much higher than the citizens and the LLIIs. One of the major reasons for this

could be their educational level which is relatively higher than other villagers/rural

citizens. It can also be attributed to the fact that the first preference for location of the

CSC is given to the Panchayat office.

Figure 42: Awareness and Usage among Village Heads

In spite of higher awareness among village heads, their usage was found to be slightly

lower than that of LLIIs at an overall level as well as across almost all the states and

SCAs. As per the village heads, central location of the CSC (59%) and reasonable service

charges (58%) are the driving forces for usage of the CSCs.

Triggers to CSC Usage as per VH

Central location of the CSC 59%

Integrated service delivery i.e. one stop shop 37%

Reasonable service charge 58%

Increased convenience 54%

Better behavior of the staff at the CSC as compared to govt. 39%

Reduced scope of corruption 39%

Better service quality 49%

Reduction in time required for service delivery 40%

Reduced travel time 48%

Create Awareness 6%

Improved Services 2% Table 16: Triggers to CSC Usage as per VH

37%

38%

39%

40%

41%

42%

43%

44%

45%

46%

Village Head

46%

40%

Awareness Usage

80

The key hurdles to CSC usage as per the village heads are the limited number of services

currently being offered through the CSCs (55%) and Irrelevance of services available at

the CSC (37%). This suggests that if relevant services are offered through the CSCs at a

reasonable price, more people are likely to use CSCs due to increased convenience. On

the basis of services currently demanded by the citizens, G2C services must be a part of

this list of ‘relevant’ services that are made available at all the CSCs.

Barriers to CSC Usage as per VH

Long Distance of the CSC from neighboring villages 20%

Frequent power cuts 29%

High service charges 10%

Limited number of services 55%

Irrelevance of Services currently available 37%

Non-availability of CSC/VLE most of the time 10%

People of certain caste/religion are not allowed to use CSC 2%

Behavior/Knowledge level of the VLE 9%

Long waiting time for service delivery 14%

Lack of Awareness 8%

Others 17%

Table 17: Barriers to CSC Usage as per VH

81

ANNEXURE – I: High/ Low performing States and SCA Analysis

Average

High Performing State Low Performing State

High Performing SCA Low Performing SCA

CSC operational 58% Manipur (94%) MP (27%)

UTL (91%) AISECT (27%)

VLE Found 64% Manipur (94%) MP (28%)

UTL (89%) AISECT (27%)

Average



Availability of electricity (Min. 6 Hrs.)

85%

Manipur (100%), Nagaland (100%)

Bihar (57%)

Spanco (100%) AID (53%)

Any other initiative like CSC

23%

AP (67%) Uttarakhand (0%)

NICT (65%) 3i (0%), J&K (0%),

AISECT (0%)

Weekly off of CSC 46% Manipur (87%)

Meghalaya (0%), Nagaland (0%)

SARK (92%) AISECT (17%)

Average



Floor area of CSC (Mean in sq ft)

146 J&K (217) Gujarat (100)

Spanco (241) 3i (50)

No power backup 15%

AP (0%), Manipur (0%), Nagaland (0%),

J&K (0%) Himachal Pradesh (80%)

AID (0%) 3i (0%), J&K (0%)

UTL (0%), Times (0%) Tera Software (47%)

Refurbished equipment being used

9%

Himachal Pradesh (0%), Uttarakhand (0%)

West Bengal (23%)

3i (0%) AID (57%)

82

Average



Laptop /Desktops in working condition

(Mean) 1.2

Tamil Nadu (2.0), West Bengal (2.0), J&K (2.0)

Jharkhand (0.7)

J&K (2.0) SARK (0.6)

Printers (Mean)

1.1 AP (2.0) Jharkhand (0.6)

J&K (1.7) AID(0.4)

Internet ownership 68% Manipur (100%) Meghalaya (25%)

Times (100%) AID (6%)

Average



internet connections< 256 Kbps

54%

Maharashtra (15%) Orissa (74%)

Spanco (5%) 3i (100%)

Installation of online monitoring tool

36% Manipur (90%) West Bengal (4%)

NICT (100%) SARK (7%)

Registration of online monitoring tool

29% Manipur (84%) West Bengal (2%)

NICT (100%) SARK (4%)

Average



Any other business apart from running CSC

55% Meghalaya (4%) J&K (93%)

3i (20%) J&K (93%)

83

Training Provided 55% Meghalaya (100%) AP (8%)

3i (100%) Times (7%)

Satisfaction with the training

(Top 2 scores) 68%

Manipur (100%) Meghalaya (100%) Nagaland (100%)

Uttarakhand (100%)

AP (33%) J&K (33%)

3i (100%) Times (100%)

J&K (33%)

Average



Availability of any Credit Scheme

16%

Tamil Nadu (67%)

Chhattisgarh (0%), Manipur (0%), Nagaland (0%),

Uttarakhand (0%)

SREI (35%), Spanco (35%)

3i (0%), UTL (0%),

Times (0%), AISECT (0%)

Average



Awareness Citizens 19% Meghalaya (86%) J&K (1%)

Basix (54%) J&K (1%)

Awareness VH 46% Meghalaya (100%) J&K (0%)

3i (100%) J&K (0%)

Awareness LLII 40%

Meghalaya & Manipur (100%)

J&K (2%)

3i (100%) J&K (2%)

84

Average



CSC usage among Citizens

4%

Meghalaya (47%) HP, J&K & Uttarakhand

(0%)

Basix (23%) AID, AISECT and J&K

bank (0%)

CSC usage among VH 40% Nagaland (100%)

HP, J&K & Uttarakhand (0%)

3i (100%) J&K bank & AISECT (0%)

CSC usage among LLII 42% Meghalaya (93%) J&K (0%)

NICT (66%) J&K bank (0%)

85

ANNEXURE – II: State and SCA wise Tables

VLE Related

VLE Gender- by State

Total

Andhra

Pradesh Assam Bihar Chhattisgarh Gujarat

Himachal

Pradesh

AAnnsswweerriinngg BBaassee 11009922 3399 6611 8811 2288 7788 6677

Male 90% 79% 89% 95% 100% 99% 81%

Female 10% 21% 11% 5% 0% 1% 19%

Total Jharkhand

Madhya

Pradesh Maharashtra Manipur Meghalaya Nagaland


Male 90% 98% 94% 92% 97% 64% 40%

Female 10% 2% 6% 8% 3% 36% 60%

Total Orissa Rajasthan

Tamil Nadu

Uttar Pradesh

West Bengal

J&K Uttarakhand

AAnnsswweerriinngg BBaassee 11009922 112255 6611 6611 6677 4477 1144 4400

Male 90% 88% 66% 92% 94% 100% 93% 98%

Female 10% 12% 34% 8% 6% 0% 7% 3%

VLE Gender- by SCA

Total Zoom

Tera

Software SREI Spanco AID

AAnnsswweerriinngg BBaassee 11009922 222244 3366 225533 2277 3377

Male 90% 90% 78% 94% 81% 97%

Female 10% 10% 22% 6% 19% 3%

86

Total CMS BASIX Reliance 3i J&K

AAnnsswweerriinngg

BBaassee 11009922 119955 6699 9944 55 1144

Male 90% 85% 81% 97% 80% 93%

Female 10% 15% 19% 3% 20% 7%

Total SARK UTL Times AISECT NICT


Male 90% 93% 98% 79% 100% 100%

Female 10% 7% 2% 21% 0% 0%

SEC OF VLE – By State

TToottaall

AAnnddhhrraa

PPrraaddeesshh AAssssaamm BBiihhaarr CChhhhaattttiissggaarrhh GGuujjaarraatt

HHiimmaacchhaall

PPrraaddeesshh


SEC - R1 84% 94% 89% 99% 81% 63% 86%

SEC - R2 12% 6% 9% 1% 12% 24% 14%

SEC - R3 2% 0% 2% 0% 8% 8% 0%

SEC - R4 1% 0% 0% 0% 0% 5% 0%

SEC - R5 0% 0% 0% 0% 0% 0% 0%

Total Jharkhand Madhya Pradesh

Maharashtra Manipur Meghalaya Nagaland Orissa

AAnnsswweerriinngg BBaassee 993333 9933 4400 7744 3311 2255 55 111199

SEC - R1 84% 69% 78% 95% 68% 68% 100% 84%

SEC - R2 12% 20% 18% 4% 26% 28% 0% 11%

SEC - R3 2% 4% 3% 1% 0% 0% 0% 4%

SEC - R4 1% 6% 3% 0% 3% 4% 0% 0%

SEC - R5 0% 0% 0% 0% 3% 0% 0% 1%

87

TToottaall RRaajjaasstthhaann

TTaammiill

NNaadduu UUttttaarr

PPrraaddeesshh WWeesstt

BBeennggaall JJ&&KK UUttttaarraakkhhaanndd


SEC - R1 84% 93% 80% 94% 78% 93% 90%

SEC - R2 12% 7% 12% 5% 20% 7% 8%

SEC - R3 2% 0% 5% 2% 0% 0% 3%

SEC - R4 1% 0% 2% 0% 2% 0% 0%

SEC - R5 0% 0% 2% 0% 0% 0% 0%

SEC OF VLE – By SCA

TToottaall ZZoooomm TTeerraa SSRREEII SSppaannccoo AAIIDD


SEC - R1 84% 85% 94% 87% 93% 55%

SEC - R2 12% 12% 6% 10% 7% 29%

SEC - R3 2% 2% 0% 2% 0% 0%

SEC - R4 1% 1% 0% 1% 0% 16%

SEC - R5 0% 1% 0% 0% 0% 0%

TToottaall CCMMSS BBAASSIIXX RReelliiaannccee 33ii JJ&&KK


SEC - R1 84% 84% 69% 90% 80% 93%

SEC - R2 12% 11% 23% 6% 20% 7%

SEC - R3 2% 3% 5% 2% 0% 0%

SEC - R4 1% 2% 2% 1% 0% 0%

SEC - R5 0% 0% 2% 0% 0% 0%

88

TToottaall SSAARRKK UUTTLL TTiimmeess AAIISSEECCTT NNIICCTT


SEC - R1 84% 97% 67% 100% 83% 67%

SEC - R2 12% 3% 21% 0% 8% 25%

SEC - R3 2% 0% 10% 0% 8% 8%

SEC - R4 1% 0% 3% 0% 0% 0%

SEC - R5 0% 0% 0% 0% 0% 0%

Education of VLE – By State

Answering Base

Class 5 – 9

SSC/HSC

Some college (including a dip.) but not graduate

Graduate: General

Post Graduate General

Graduate/Post Graduate: Professional

Total

1051

3%

32%

12%

41%

9%

4%

AP

36

3%

28%

17%

42%

8%

3%

Assam

61

0%

38%

13%

44%

2%

3%

Bihar

78

6%

35%

1%

53%

4%

1%

Gujarat

79

5%

34%

17%

39%

3%

1%

HP

64

0%

38%

9%

36%

16%

0%

Chhattisgarh

28

0%

43%

0%

32%

25%

0%

Jharkhand

105

7%

43%

13%

32%

3%

1%

89

Answering Base

Class 5 – 9

SSC/HSC


Graduate: General



Total

1051

3%

32%

12%

41%

9%

4%

MP

47

4%

11%

15%

49%

19%

2%

Maharashtra

88

1%

25%

13%

40%

16%

6%

Manipur

31

0%

23%

0%

71%

3%

3%

Meghalaya

27

7%

19%

37%

30%

7%

0%

Nagaland

5

0%

40%

0%

40%

0%

20%

Answering Base

Class 5 – 9

SSC/HSC

Some college (including dip.) but not graduate

Graduate: General



Total

1051

3%

32%

12%

41%

9%

4%

Orissa

124

1%

19%

20%

48%

6%

6%

Rajasthan

51

0%

28%

20%

35%

12%

6%

Tamilnadu

59

2%

37%

9%

34%

9%

10%

J&K

14

0%

50%

7%

36%

7%

0%

Uttarakhand

40

3%

58%

8%

28%

3%

3%

Uttar Pradesh

67

3%

27%

2%

34%

25%

9%

WestBengal

47

2%

36%

11%

43%

9%

0%

90

Education of VLE – By SCA

Total Zoom

Tera Software

SREI Spanco AID CMS


Class 5 – 9 3% 1% 0% 3% 4% 16% 3%

SSC/HSC 32% 27% 62% 33% 26% 61% 27%


12% 11% 9% 9% 7% 10% 16%

Graduate: General 41% 49% 24% 39% 33% 13% 39%

Post Graduate General 9% 10% 3% 11% 19% 0% 10%


4% 3% 3% 4% 11% 0% 5%

Total BASIX Reliance 3i

J&K Bank

SARK UTL Times AISECT NICT

Answering Base 11005511 6688 9933 55 1144 4422 4433 1133 1122 1155

Class 5 – 9 3% 3% 2% 0% 0% 2% 5% 0% 0% 7%

SSC/HSC 32% 19% 39% 0% 50% 31% 30% 31% 42% 13%


12% 25% 12% 20% 7% 0% 16% 15% 0% 20%

Graduate: General

41% 43% 38% 40% 36% 60% 40% 46% 33% 47%


9% 7% 7% 40% 7% 5% 5% 8% 25% 13%

Graduate/Post Graduate:

Professional 4% 2% 3% 0% 0% 2% 2% 0% 0% 0%

91

Investment in setting up a CSC – By States

TotalAndhra Pradesh

Assam Bihar Chhattisgarh Gujarat HP

Base 936 38 61 69 28 60 66

< Rs. 10,000 9% 3% 13% 1% 11% 87% 2%

Rs.10,000 - <Rs. 20,000 17% 5% 5% 1% 46% 2% 39%

Rs. 20,000 - <Rs. 50,000 38% 21% 52% 87% 7% 0% 9%

Rs. 50,000 - < Rs. 100,000 20% 37% 21% 7% 18% 2% 41%

Rs. 100,000 – Rs. 200,000 10% 34% 5% 1% 0% 0% 8%

> Rs. 200,000 5% 0% 3% 1% 18% 0% 2%

Refused 2% 0% 0% 0% 0% 10% 0%

Mean 49,483 85,714 57,164 40,341 155,500 7,688 56,730

Total

Jharkhand MP Maharashtra Manipur Meghalaya Nagaland Orissa

Base 936 89 46 77 31 3 4 95

< Rs. 10,000 9% 1% 2% 3% 6% 0% 25% 5%

Rs.10,000 - <Rs. 20,000 17% 30% 20% 14% 39% 0% 0% 15%

Rs. 20,000 - <Rs. 50,000 38% 56% 15% 19% 23% 0% 50% 45%

Rs. 50,000 - < Rs. 100,000 20% 6% 17% 12% 32% 67% 25% 28%

Rs. 100,000 – Rs. 200,000 10% 4% 24% 21% 0% 0% 0% 3%

> Rs. 200,000 5% 2% 15% 26% 0% 0% 0% 0%

Refused 2% 0% 7% 5% 0% 33% 0% 3%

Mean 49,483 53,154 46,818 79,444 36,295 55,000 26,667 37,983

92

Investment in setting up a CSC – by SCA

Total

RajasthanTamil Nadu

Uttar Pradesh

West Bengal J&K

Uttarakhand

Base 936 55 59 60 46 13 36

< Rs. 10,000 9% 5% 0% 7% 0% 0% 0%

Rs.10,000 - <Rs. 20,000 17% 9% 0% 0% 2% 0% 89%

Rs. 20,000 - <Rs. 50,000 38% 18% 58% 65% 63% 31% 11%

Rs. 50,000 - < Rs. 100,000 20% 38% 20% 7% 24% 69% 0%

Rs. 100,000 – Rs. 200,000 10% 24% 19% 20% 9% 0% 0%

> Rs. 200,000 5% 5% 3% 2% 2% 0% 0%

Refused 2% 0% 0% 0% 0% 0% 0%

Mean 49,483 89,633 74,454 63,095 41,630 48,462 13,322

Total Zoom Tera SREI Spanco AID CMS BASIX Reliance 3i

Base 936 217 34 243 26 15 157 17 87 5

< Rs. 10,000 9% 6% 6% 1% 0% 0% 35% 29% 2% 20%

Rs.10,000 -<Rs. 20,000

17% 39% 29% 0% 0% 7% 3% 0% 59% 0%

Rs. 20,000 -<Rs. 50,000

38% 22% 21% 67% 4% 67% 11% 29% 21% 60%

Rs. 50,000 - < Rs. 100,000

20% 27% 32% 20% 4% 7% 20% 24% 10% 0%

Rs. 100,000 –Rs. 200,000

10% 3% 9% 10% 31% 13% 20% 0% 5% 0%

> Rs. 200,000 5% 2% 3% 2% 54% 7% 4% 0% 3% 0%

Refused 2% 0% 0% 0% 8% 0% 6% 18% 0% 20%

Mean 49,483 43,649 78,796 55,979 114,500 66,000 51,000 23,231 20,034 27,500

93

Availability of any Credit Scheme– by States

Total J&K SARK UTL Times AISECT NICT

Base 936 13 36 43 14 12 17

< Rs. 10,000 9% 0% 3% 2% 7% 8% 0%

Rs.10,000 - <Rs. 20,000

17% 0% 3% 0% 7% 25% 0%

Rs. 20,000 - <Rs. 50,000

38% 31% 89% 84% 43% 17% 6%

Rs. 50,000 - < Rs. 100,000

20% 69% 3% 9% 21% 17% 6%

Rs. 100,000 – Rs. 200,000

10% 0% 0% 5% 21% 0% 59%

> Rs. 200,000 5% 0% 3% 0% 0% 33% 29%

Refused 2% 0% 0% 0% 0% 0% 0%

Mean 49,483 48,462 36,786 40,556 26,667 105,833 150,000

TotalAndhra Pradesh


Base 941 37 59 47 28 65 66

Yes 16% 8% 14% 4% 0% 2% 3%

No 84% 92% 86% 96% 100% 98% 97%

Total Jharkhand MP Maharashtra Manipur Meghalaya Nagaland Orissa

Base 941 79 42 81 31 27 5 112

Yes 16% 4% 5% 22% 0% 37% 0% 33%

No 84% 96% 95% 78% 100% 63% 100% 67%

94

Availability of any Credit Scheme – by SCAs

TotalRajasthan Tamil Nadu

Uttar Pradesh West Bengal J&K

Uttarakhand

Base 941 50 60 58 45 13 36

Yes 16% 24% 67% 2% 18% 8% 0%

No 84% 76% 33% 98% 82% 92% 100%


Base 941 208 35 232 26 14 158 58 86 5

Yes 16% 4% 6% 35% 35% 21% 12% 26% 7% 0%

No 84% 96% 94% 65% 65% 79% 88% 74% 93% 100%


Base 941 13 24 41 13 12 16

Yes 16% 8% 4% 0% 0% 0% 13%

No 84% 92% 96% 100% 100% 100% 88%

95

Operating Expenses*: By State

TotalAndhra Pradesh

Assam Bihar Chhatisgarh GujaratHimachal Pradesh

Jharkhand

Answering Base 633 28 46 24 16 14 44 38

Mean (in Rs.) 2685 3441 3363 2558 2631 1175 2017 1698

TotalMadhya Pradesh

Maharashtra Manipur Meghalaya Nagaland Orissa Rajasthan

Answering Base 633 31 35 31 22 3 76 45

Mean (in Rs.) 2685 2338 5200 2623 2255 2667 1493 3570

Total Tamil NaduUttar

PradeshWest

BengalJ&K Uttarakhand

Answering Base 633 57 45 47 10 21

Mean (in Rs.) 2685 2761 3374 3144 2700 1138

Total ZoomTera

SoftwareSREI Spanco AID

Answering Base 633 139 30 209 15 6

Mean (in Rs.) 2685 2411 2382 2888 4460 1217


Answering Base 633 71 40 56 4 10

Mean (in Rs.) 2685 3057 1674 3078 450 2700



Mean (in Rs.) 2685 2600 2205 2167 3014 2778

96

Average Monthly CSC income State Wise

Total

Andhra

Pradesh Assam Bihar Chhatisgarh Gujarat

Himachal

Pradesh JharkhandAnswering Base 654 35 56 35 13 22 32 38

Less than Rs 3,000 74% 37% 70% 71% 77% 91% 72% 87%

Rs 3,001-Rs 5,000 14% 54% 23% 17% 8% 9% 3% 11%

Rs 5,001-Rs 7,500 7% 9% 4% 3% 8% 0% 9% 0%

Rs 7,501-Rs 10,000 3% 0% 0% 3% 8% 0% 9% 3%

More than Rs

10,0002% 0% 4% 6% 0% 0% 6% 0%

Mean 2,576 3,264 2,643 2,900 2,615 1,727 3,391 1,954

Total

Madhya

Pradesh Maharashtra Manipur Meghalaya Nagaland Orissa RajasthanAnswering Base 654 36 25 31 28 3 89 38

Less than Rs 3,000 74% 78% 72% 19% 75% 100% 91% 87%

Rs 3,001-Rs 5,000 14% 11% 4% 16% 14% 0% 6% 5%

Rs 5,001-Rs 7,500 7% 11% 16% 36% 11% 0% 1% 5%

Rs 7,501-Rs 10,000 3% 0% 4% 19% 0% 0% 1% 0%

More than Rs

10,0002% 0% 4% 10% 0% 0% 1% 3%

Mean 2,576 2,306 3,090 6,056 2,366 1,500 1,899 2,171

Total

Tamil

Nadu

Uttar

Pradesh

West

Bengal J&K UttarakhandAnswering Base 654 51 50 45 12 15

Less than Rs

3,00074% 78% 74% 76% 92% 73%

Rs 3,001-Rs 5,000 14% 12% 22% 18% 0% 13%

Rs 5,001-Rs 7,500 7% 10% 2% 7% 0% 7%

Rs 7,501-Rs

10,0003% 0% 2% 0% 8% 7%

More than Rs

10,0002% 0% 0% 0% 0% 0%

Mean 2,576 2,260 2,290 2,261 2,104 2,633

97

Average Monthly CSC income SCA Wise

Average Monthly CSC income SCA Wise

Total Zoom Tera Software SREI Spanco AIDAnswering Base 654 140 23 219 17 6

Less than Rs 3,000 74% 73% 61% 77% 71% 67%

Rs 3,001-Rs 5,000 14% 12% 4% 15% 6% 33%

Rs 5,001-Rs 7,500 7% 9% 13% 6% 18% 0%

Rs 7,501-Rs 10,000 3% 4% 13% 1% 0% 0%

More than Rs 10,000 2% 2% 9% 2% 6% 0%

Mean 2,576 2,757 4,130 2,404 3,132 2,333

Total CMS BASIX Reliance 3i J&KAnswering Base 654 79 54 36 5 12

Less than Rs 3,000 74% 67% 82% 72% 100% 92%

Rs 3,001-Rs 5,000 14% 25% 13% 17% 0% 0%

Rs 5,001-Rs 7,500 7% 6% 6% 6% 0% 0%

Rs 7,501-Rs 10,000 3% 0% 0% 6% 0% 8%

More than Rs 10,000 2% 1% 0% 0% 0% 0%

Mean 2,576 2,573 2,088 2,583 1,500 2,104

Total SARK UTL Times AISECT NICTAnswering Base 654 13 18 11 8 13

Less than Rs 3,000 74% 77% 89% 64% 63% 69%

Rs 3,001-Rs 5,000 14% 8% 6% 36% 13% 0%

Rs 5,001-Rs 7,500 7% 0% 0% 0% 13% 31%

Rs 7,501-Rs 10,000 3% 8% 6% 0% 13% 0%

More than Rs 10,000 2% 8% 0% 0% 0% 0%

Mean 2,576 3,096 2,042 2,409 3,313 2,962

98

Training provided to VLE by SCA: By States

Training provided to VLEs by SCA: by SCA

Total MeghalayaNagaland

OrissaRajasthan

TamilNadu

UttarPradesh

WestBengal

J&KUttrakhand

Answering Base

1046 28 5 117 56 60 67 46 13 40

VLEsTrained

55% 100% 20% 62% 36% 93% 57% 78% 23% 15%

Total AP Assam BiharChhatis

garhGujarat HP

Jharkhand

MPMaha

rashtraManipur

Answering Base

1046 38 61 79 28 77 66 95 51 88 31

VLEs Trained

55% 8% 71% 56% 50% 44% 53% 62% 65% 28% 94%

Total Reliance 3i J&K Bank SARK UTL Times AISECT NICT

Answering Base

1046 94 5 13 42 48 14 12 19

% of VLEs Trained

55% 21% 100% 23% 31% 63% 7% 50% 79%

Total ZoomTera

SoftwareSREI Spanco AID CMS BASIX

Answering Base

1046 218 35 250 27 17 190 62

% of VLEs Trained

55% 50% 57% 85% 85% 82% 28% 89%

99

If any amount paid for training- by State

If any amount paid for training- by SCA

TotalAndhra Pradesh

Assam Bihar Chhattisgarh GujaratHimachal Pradesh

Answering Base 572 3 43 41 14 34 35

Yes 21% 33% 5% 66% 7% 6% 26%

No 79% 67% 95% 34% 93% 94% 74%

Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K Uttarakhand

Answering Base 572 73 20 55 38 36 3 6

Yes 21% 5% 0% 27% 13% 61% 67% 0%

No 79% 95% 100% 73% 87% 39% 33% 100%

Total JharkhandMadhya Pradesh

Maharashtra Manipur Meghalaya Nagaland

Answering Base 572 57 32 25 28 28 1

Yes 21% 30% 6% 16% 11% 4% 100%

No 79% 70% 94% 84% 89% 96% 0%


Yes 21% 12% 25% 31% 17% 93%No 79% 88% 75% 69% 83% 7%


Yes 21% 46% 11% 0% 0% 0%No 79% 54% 89% 100% 100% 100%


Yes 21% 6% 5% 10% 0% 67%No 79% 94% 95% 90% 100% 33%

100

Satisfaction with the training provided: By state

Satisfaction with the training provided: By SCA

Base Highly satisfiedSomewhat

satisfiedNeither satisfied nor

dissatisfiedSomewhat dissatisfied

Highly dissatisfied

Total 570 27% 41% 12% 6% 13%

Andhra Pradesh 3 33% 0% 33% 33% 0%

Assam 43 30% 40% 16% 0% 14%

Bihar 42 10% 50% 17% 5% 19%

Chhattisgarh 14 36% 21% 21% 21% 0%

Gujarat 33 18% 36% 24% 9% 12%

Himachal Pradesh 35 26% 49% 17% 3% 6%

Jharkhand 57 11% 25% 7% 16% 42%

Madhya Pradesh 33 24% 52% 15% 0% 9%

Maharashtra 25 24% 28% 20% 12% 16%

Manipur 29 41% 59% 0% 0% 0%

Meghalaya 27 33% 67% 0% 0% 0%

Nagaland 1 0% 100% 0% 0% 0%

Orissa 73 53% 33% 8% 3% 3%

Rajasthan 20 30% 50% 10% 5% 5%

Tamil Nadu 56 21% 55% 5% 11% 7%

Uttar Pradesh 35 40% 23% 14% 3% 20%

West Bengal 35 9% 34% 14% 11% 31%

J&K 3 0% 33% 67% 0% 0%

Uttarakhand 6 33% 67% 0% 0% 0%

Total

Total Operational 570

Highly satisfied 27%

Somewhat satisfied 41%

Neither satisfied nor dissatisfied 12%

Somewhat dissatisfied 6%

Highly dissatisfied 13%

Zoom

108

32%

38%

11%

6%

12%

Tera Software

20

35%

45%

5%

5%

10%

SREI

208

25%

41%

13%

6%

15%

Spanco

23

26%

26%

22%

13%

13%

BASIX

5444%

52%

2%

0%

2%

CMS

53

19%

38%

23%

8%

13%

AID14

21%14%14%29%21%

Reliance

20

15%

60%

5%

0%

20%

Total







101

Satisfaction with the training provided: By SCA

Any other business apart from running CSC- by State

3i5

20%80%0%0%0%

J&K3

0%33%67%0%0%

SARK128%

58%8%0%

25%

UTL28

11%36%7%

14%32%

NICT

15

40%

40%

20%

0%

0%

AISECT

6

50%

33%

17%

0%

0%

Times

1

100%

0%

0%

0%

0%

Total







Total







TotalAndhra Pradesh Assam Bihar Chhattisgarh Gujarat

Himachal Pradesh

Answering Base 944 37 60 64 22 65 66Yes 55% 59% 50% 59% 64% 45% 77%No 45% 41% 50% 39% 36% 55% 23%

Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K UttarakhandAnswering Base 944 114 53 56 51 46 14 32

Yes 55% 64% 47% 57% 39% 39% 93% 84%No 45% 36% 53% 43% 61% 61% 7% 16%

TotalJharkhand

Madhya Pradesh Maharashtra Manipur Meghalaya Nagaland


102

Any other business apart from running CSC- by SCA


Yes 55% 56% 89% 51% 76% 59%No 45% 44% 11% 48% 24% 41%


Yes 55% 56% 38% 46% 22% 50%No 45% 44% 63% 54% 78% 50%


Yes 55% 51% 36% 75% 20% 93%No 45% 49% 64% 25% 80% 7%

103

Duration for setting up a CSC after applying – by States


TotalAndhra Pradesh


Base 892 38 58 52 28 59 52

Less than 15 days 18% 11% 7% 25% 18% 24% 25%

15 days – 1 month 22% 18% 17% 25% 18% 34% 17%

1 – 2 months 18% 21% 31% 17% 7% 14% 40%

2- 3 months 11% 16% 12% 6% 0% 12% 12%

3 - 6 months 15% 18% 31% 6% 4% 5% 4%

> 6 months 16% 16% 2% 21% 54% 12% 2%

Total Jharkhand MP Maharashtra Manipur Meghalaya Nagaland Orissa

Base 892 83 43 66 31 28 4 101

Less than 15 days 18% 10% 28% 6% 3% 21% 0% 31%

15 days – 1 month 22% 18% 23% 11% 39% 64% 0% 26%

1 – 2 months 18% 14% 14% 11% 55% 11% 75% 29%

2- 3 months 11% 11% 16% 14% 0% 4% 25% 8%

3 - 6 months 15% 18% 12% 26% 0% 0% 0% 5%

> 6 months 16% 29% 7% 33% 3% 0% 0% 2%

104


Total Rajasthan Tamil NaduUttar

PradeshWest Bengal J&K Uttarakhand

Base 892 54 60 52 46 13 24

Less than 15 days 18% 43% 20% 4% 0% 23% 8%

15 days – 1 month 22% 39% 15% 4% 2% 8% 33%

1 – 2 months 18% 9% 10% 8% 7% 8% 13%

2- 3 months 11% 6% 18% 19% 9% 15% 25%

3 - 6 months 15% 2% 25% 38% 37% 46% 8%

> 6 months 16% 2% 12% 27% 46% 0% 13%

105

Duration for setting up a CSC after applying – by SCAs

Duration for setting up a CSC after applying – by SCAs


Base 892 192 31 237 26 13 139 58 73 5

Less than 15 days

18% 16% 16% 13% 4% 15% 25% 28% 10% 20%

15 days – 1 month

22% 34% 13% 11% 8% 0% 22% 47% 21% 60%

1 – 2 months 18% 24% 45% 17% 19% 38% 13% 17% 11% 0%

2- 3 months 11% 6% 16% 13% 23% 23% 14% 5% 18% 20%

3 - 6 months 15% 8% 6% 27% 31% 23% 14% 2% 14% 0%

> 6 months 16% 12% 3% 19% 15% 0% 13% 2% 27% 0%


Base 892 13 23 40 14 12 16

Less than 15 days 18% 23% 26% 10% 21% 33% 50%

15 days – 1 month 22% 8% 30% 18% 36% 8% 13%

1 – 2 months 18% 8% 17% 18% 29% 0% 19%

2- 3 months 11% 15% 4% 8% 7% 0% 6%

3 - 6 months 15% 46% 9% 13% 0% 8% 0%

> 6 months 16% 0% 13% 35% 7% 50% 13%

106

Source of awareness for VLE: By SCA

Total Zoom Tera SREI Spanco AID

Answering Base 1011 216 35 242 27 21

Newspaper 42% 48% 29% 45% 96% 33%

Your relatives/friends 38% 47% 43% 38% 30% 29%

From SCA 23% 27% 14% 17% 22% 10%

Village head/opinion leader

12% 13% 11% 7% 7% 10%

An existing VLE 7% 6% 9% 7% 7% 5%

Pamphlets 7% 6% 0% 12% 7% 10%

Television 5% 6% 9% 5% 19% 19%

Radio 3% 1% 0% 2% 0% 62%

Through Government Sources

3% 0% 3% 4% 0% 0%

Internet 1% 1% 6% 0% 0% 0%


Answering Base 1011 184 60 92 5 13

Newspaper 42% 36% 33% 37% 0% 62%


From SCA 23% 28% 33% 24% 60% 0%


12% 19% 27% 5% 60% 15%

An existing VLE 7% 3% 23% 2% 0% 8%

Pamphlets 7% 4% 8% 1% 20% 8%

Television 5% 3% 2% 4% 0% 15%

Radio 3% 4% 0% 0% 0% 0%


3% 6% 2% 1% 0% 0%

Internet 1% 3% 0% 1% 0% 0%

107

Source of awareness for VLE: By State


Answering Base 1011 29 43 14 12 18

Newspaper 42% 28% 30% 57% 25% 44%


From SCA 23% 17% 28% 7% 17% 11%


12% 14% 5% 14% 8% 0%

An existing VLE 7% 3% 5% 14% 17% 44%

Pamphlets 7% 7% 9% 14% 17% 0%

Television 5% 0% 0% 0% 17% 0%

Radio 3% 0% 0% 0% 8% 6%


3% 0% 2% 0% 25% 0%

Internet 1% 0% 0% 0% 0% 0%

TotalAndhra Pradesh


Jharkhand

Answering Base 1011 38 60 62 27 75 66 94

Newspaper 42% 47% 53% 39% 22% 3% 64% 29%

Your relatives/friends 38% 24% 50% 27% 44% 24% 26% 43%

From SCA 23% 11% 15% 15% 22% 41% 30% 23%


12% 37% 7% 11% 4% 23% 21% 4%

An existing VLE 7% 8% 8% 6% 11% 7% 5% 7%

Pamphlets 7% 16% 8% 11% 7% 1% 8% 7%

Television 5% 3% 3% 2% 7% 1% 9% 4%

Radio 3% 3% 0% 3% 4% 1% 0% 15%


3% 8% 2% 0% 15% 9% 0% 1%

Internet 1% 3% 3% 0% 0% 0% 3% 0%

108

TotalMadhya Pradesh


Answering Base 1011 49 85 31 28 5 114

Newspaper 42% 39% 65% 10% 46% 20% 38%

Your relatives/friends 38% 31% 36% 81% 29% 20% 42%

From SCA 23% 27% 21% 29% 29% 20% 34%


12% 14% 2% 29% 39% 0% 9%

An existing VLE 7% 18% 4% 3% 18% 20% 13%

Pamphlets 7% 4% 2% 10% 14% 0% 5%

Television 5% 0% 11% 0% 0% 40% 10%

Radio 3% 8% 0% 0% 0% 0% 0%


3% 0% 0% 0% 0% 20% 2%

Internet 1% 0% 7% 0% 0% 0% 1%

Total Rajasthan Tamil NaduUttar

PradeshWest

BengalJ&K Uttarakhand

Answering Base 1011 54 59 66 45 13 40

Newspaper 42% 63% 22% 59% 60% 62% 43%

Your relatives/friends 38% 44% 59% 24% 29% 46% 50%

From SCA 23% 35% 12% 17% 2% 0% 13%


12% 11% 8% 5% 9% 15% 8%

An existing VLE 7% 0% 5% 0% 11% 8% 0%

Pamphlets 7% 6% 7% 15% 2% 8% 3%

Television 5% 9% 0% 5% 4% 15% 0%

Radio 3% 2% 2% 5% 4% 0% 0%


3% 0% 7% 2% 7% 0% 3%

Internet 1% 2% 0% 0% 0% 0% 0%

109

CSC Related

Average Distance from Nearest Town – By State

Total

Andhra Pradesh

Assam Bihar Chhattisgarh Gujarat

Base 1535 72 89 141 73 109

Average Distance (in km)

14 23 13 7 11 21

Total

Himachal Pradesh

Jharkhand Madhya Pradesh

Maharashtra Manipur

Base 1535 128 164 95 30 73


14 7 12 23 21 13

Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu

Base 1535 5 132 72 30 73


14 10 18 14 29 7

Total

Uttar Pradesh

West Bengal

J&K Uttarakhand -

Base 1535 101 71 21 56 -


14 8 20 16 6 -

Average Distance from Nearest Town – By SCA

Total Zoom

Tera Software

SREI Spanco AID

Base 1535 317 41 327 26 39


14 12 19 11 35 12

Total CMS BASIX Reliance 3i J&K Bank

Base 1535 369 77 131 10 21


14 17 22 10 12 16

110


Base 1535 44 46 25 38 24


14 6 6 21 11 11

Number of Villages Covered Per CSC – By State

State TotalAndhra Pradesh

Assam BiharChhatis

garhGujarat HP

Jharkhand

MPMaha

rashtraManiPur

Answering Base:

815 38 50 45 26 50 52 54 33 52 31

1 Village 13% 29% 6% 0% 4% 66% 23% 9% 21% 27% 3%

2 Villages 4% 0% 4% 2% 0% 6% 2% 15% 3% 0% 0%

3 Villages 10% 5% 18% 2% 12% 20% 8% 7% 3% 21% 10%

4 Villages 10% 8% 32% 13% 8% 4% 14% 9% 0% 17% 13%

5 Villages 10% 3% 20% 11% 15% 0% 10% 6% 18% 10% 19%

6 Villages 16% 5% 6% 4% 46% 2% 15% 4% 30% 12% 42%

7 Villages 35% 50% 14% 67% 15% 2% 25% 50% 24% 14% 13%

<7 Villages 0% 0% 0% 0% 0% 0% 4% 0% 0% 0% 0%

Mean 4.9 4.7 4.3 6.1 5.3 1.8 4.5 5.0 4.8 3.7 5.2

111

Number of villages covered per CSC: SCA Wise

State Total Megha

layaNagaland

OrissaRajasthan

TamilNadu

UttarPradesh

WestBengal

J&KUtra

khand

Answering Base:

815 28 4 116 47 57 48 46 14 24

1 Village 13% 0% 25% 4% 0% 21% 2% 0% 7% 4%

2 Villages 4% 0% 0% 1% 0% 16% 2% 7% 7% 4%

3 Villages 10% 11% 0% 8% 6% 19% 2% 9% 29% 8%

4 Villages 10% 7% 25% 7% 6% 16% 2% 9% 0% 13%

5 Villages 10% 7% 0% 14% 4% 9% 8% 15% 7% 13%

6 Villages 16% 21% 0% 13% 21% 4% 40% 11% 36% 42%

7 Villages 35% 54% 50% 53% 62% 16% 44% 48% 14% 17%

< 7 Villages 0% 0% 0% 0% 0% 0% 0% 2% 0% 0%

Mean 4.9 6.0 4.8 5.8 6.3 3.5 6.1 5.7 4.6 5.2

Total ZoomTera


Answering Base 815 184 34 220 12 6 122 60

1 Village 13% 8% 6% 7% 83% 50% 34% 3%

2 Villages 4% 3% 3% 6% 0% 17% 3% 0%

3 Villages 10% 9% 3% 11% 0% 0% 12% 10%

4 Villages 10% 12% 12% 12% 0% 0% 7% 8%

5 Villages 10% 13% 9% 13% 0% 17% 4% 10%

6 Villages 16% 17% 21% 15% 8% 0% 14% 15%

7 Villages 35% 38% 41% 36% 8% 17% 27% 53%

< 7 Villages 0% 0% 6% 1% 0% 0% 0% 0%

Mean 4.9 5.2 5.7 5.1 1.9 2.8 4.0 5.8

112

IT Infrastructure in working condition – by States


AnsweringBase

815 69 5 14 26 26 14 11 12

1 Village 13% 10% 0% 7% 0% 4% 57% 9% 8%

2 Villages 4% 1% 20% 7% 0% 15% 0% 0% 0%

3 Villages 10% 19% 0% 29% 4% 12% 0% 18% 0%

4 Villages 10% 16% 0% 0% 15% 12% 7% 9% 0%

5 Villages 10% 13% 40% 7% 8% 4% 7% 9% 17%

6 Villages 16% 22% 40% 36% 4% 4% 0% 36% 42%

7 Villages 35% 19% 0% 14% 69% 50% 29% 18% 33%

<7 Villages 0% 0% 0% 0% 0% 0% 0% 0% 0%

Mean 4.9 4.6 4.8 4.6 6.2 5.1 3.2 4.9 5.8

TotalAndhra Pradesh Assam Bihar Chhatisgarh Gujarat

Himachal Pradesh

Desktop / Laptop 1.2 1.6 1.4 0.9 1.0 0.8 1.1

Printers 1.1 2.0 1.2 0.7 0.9 1.2 1.2

Webcam 0.5 0.9 0.4 0.5 1.1 0.9 0.6

Digital Cameras 0.6 1.0 0.8 0.5 1.1 0.1 0.4

Scanners 0.7 1.0 0.6 0.5 1.0 0.9 0.6

Photocopying Machine 0.5 0.7 0.5 0.6 1.2 0.1 0.3

CD / DVD Writer 0.9 0.9 0.9 0.2 0.9 0.7 1.1

113

IT Infrastructure in working condition – by States

Total

JharkhandMadhya Pradesh Maharashtra Manipur Meghalaya Nagaland Orissa

Desktop / Laptop 1.2 0.7 1.1 1.3 1.0 1.3 1.6 1.1

Printers 1.1 0.6 1.0 1.1 1.0 1.1 0.8 1.0

Webcam 0.5 0.3 0.6 0.6 0.0 0.0 0.0 0.3

Digital Cameras 0.6 0.2 0.5 0.3 0.0 1.0 0.4 0.6

Scanners 0.7 0.2 1.0 0.7 0.7 1.0 0.2 0.6

Photocopying Machine 0.5 0.1 0.7 0.3 0.7 1.0 0.4 0.5

CD / DVD Writer 0.9 0.4 0.9 1.0 1.3 1.5 0.6 0.9

TotalRajasthan Tamil Nadu

Uttar Pradesh

West Bengal J&K Uttarakhand

Desktop / Laptop 1.2 1.3 2.0 1.7 2.0 2.0 1.3

Printers 1.1 1.1 1.6 1.5 1.4 1.7 0.7

Webcam 0.5 0.4 0.9 0.9 0.6 1.0 1.7

Digital Cameras 0.6 0.5 1.0 1.0 0.9 1.0 1.0

Scanners 0.7 0.5 1.0 1.0 0.6 0.8 1.0

Photocopying Machine 0.5 0.5 0.2 1.0 0.3 0.1 1.0

CD / DVD Writer 0.9 1.1 2.7 0.9 0.5 1.4 0.8

114

IT Infrastructure in working condition – by SCAs

IT Infrastructure in working condition – by SCAs

Total ZoomTera

SoftwareSREI Spanco AID CMS BASIX Reliance 3i

Desktop / Laptop1.2 0.9 1.2 1.8 1.1 0.8 1.2 1.0 1.4 1.0

Printers1.1 0.9 0.9 1.4 0.9 0.4 1.4 0.9 1.1 0.8

Webcam0.5 0.2 0.5 0.8 0.6 0.8 0.9 0.0 0.7 1.0

Digital Cameras0.6 0.5 0.3 1.0 0.1 0.9 0.8 0.5 0.6 0.0

Scanners0.7 0.5 0.6 0.8 0.5 0.7 0.9 0.8 0.9 1.0

Photocopying Machine

0.5 0.4 0.4 0.5 0.2 0.6 0.6 0.7 0.6 0.8

CD / DVD Writer0.9 0.9 1.1 1.1 1.0 0.9 0.9 1.3 1.0 0.7

Total

J&K SARK UTL Times AISECT NICT

Desktop / Laptop1.2 2.0 0.6 0.8 0.9 1.3 1.2

Printers1.1 1.7 0.6 0.7 0.9 1.0 0.8

Webcam0.5 1.0 0.5 0.1 0.0 1.5 0.7

Digital Cameras0.6 1.0 0.1 0.1 0.0 1.0 1.0

Scanners0.7 0.8 0.5 0.0 0.2 1.0 1.2

Photocopying Machine

0.5 0.1 0.4 0.0 0.0 1.3 1.0

CD / DVD Writer0.9 1.4 0.2 0.4 0.5 0.7 0.7

115

Availability of Internet- by State


Himachal Pradesh

Answering Base 999 38 62 79 30 75 56Internet Owner 68% 97% 82% 35% 53% 59% 88%Internet Non-Owner 32% 3% 18% 65% 47% 41% 13%

TotalJharkhand


Answering Base 999 100 50 67 31 28 5Internet Owner 68% 26% 68% 64% 100% 25% 80%Internet Non-Owner 32% 74% 32% 36% 0% 75% 20%

Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K UttarakhandAnswering Base 999 117 52 60 57 48 14 30Internet Owner 68% 57% 92% 95% 95% 96% 93% 70%Internet Non-Owner 32% 43% 8% 5% 5% 4% 7% 30%

116

Availability of Internet- by SCA

TotalZoom

TeraSoftware SREI Spanco

Alternative for India

DevelopmentAnswering Base 999 207 38 248 25 18Internet Owner 68% 65% 89% 90% 80% 6%Internet Non-Owner 32% 35% 11% 10% 20% 94%

Total SARK UTL Times AISECT NICTAnswering Base 999 45 51 14 12 17Internet Owner 68% 18% 35% 100% 50% 59%Internet Non-Owner 32% 82% 65% 0% 50% 41%

Total CMS BASIX Reliance 3i J&KAnswering Base 999 158 61 85 6 14Internet Owner 68% 73% 31% 66% 83% 93%Internet Non-Owner 32% 27% 69% 34% 17% 7%

117

Type of Internet connection available with CSC: By State

Total Andhra Pradesh Assam Bihar Chhatisgarh Gujarat

Himachal Pradesh

Answering Base 667 36 50 27 15 44 49

Presence of Internet 676 38 62 79 30 75 56

VSAT 39% 0% 60% 70% 0% 30% 0%

Wired 30% 56% 28% 7% 33% 27% 47%

Wireless 29% 42% 12% 14% 66% 27% 53%

Leased Line 2% 3% 0% 4% 0% 16% 0%

Others 0% 0% 0% 4% 0% 0% 0%

Total Jharkhand

Madhya Pradesh


Answering Base 667 26 34 41 31 7 4 65

Presence of Internet 676 100 50 67 31 28 5 117

VSAT 39% 15% 0% 7% 19% 100% 50% 51%

Wired 30% 31% 71% 56% 3% 0% 50% 22%Wireless 29% 50% 27% 34% 78% 0% 0% 28%Leased Line 2% 4% 0% 2% 0% 0% 0% 0%

Others 0% 0% 3% 0% 0% 0% 0% 0%

Total Rajasthan Tamil Nadu

Uttar Pradesh West Bengal J&K Uttarakhand

Answering Base 667 48 57 53 46 13 21

Presence of Internet 676 52 60 57 48 14 30

VSAT 39% 4% 84% 66% 91% 100% 10%

Wired 30% 65% 12% 9% 9% 0% 33%

Wireless 29% 30% 4% 21% 0% 0% 57%

Leased Line 2% 2% 0% 2% 0% 0% 0%

Others 0% 0% 0% 2% 0% 0% 0%

118

SCA wise type of Internet connection available with CSC

Total Zoom Tera SREI Spanco AID

Answering Base 667 131 34 221 20 1

Presence of Internet 676 207 38 248 25 18

VSAT 39% 8% 6% 90% 0% 0%

Wired 30% 38% 62% 7% 75% 100%

Wireless 29% 52% 33% 4% 20% 0%

Leased Line 2% 1% 0% 0% 5% 0%

Others 0% 0% 0% 0% 0% 0%


Answering Base 667 116 18 54 5 13


VSAT 39% 16% 39% 9% 0% 100%

Wired 30% 41% 28% 39% 80% 0%

Wireless 29% 35% 34% 52% 0% 0%

Leased Line 2% 8% 0% 0% 0% 0%

Others 0% 1% 0% 0% 20% 0%

119

State wise Speed of Internet connection at CSC




VSAT 39% 14% 22% 0% 0% 0%

Wired 30% 0% 28% 54% 50% 80%

Wireless 29% 58% 50% 38% 50% 20%

Leased Line 2% 14% 0% 8% 0% 0%

Datacard 11% 29% 33% 0% 17% 0%

Others 0% 14% 0% 0% 0% 0%

TotalAndhra Pradesh

Assam BiharChhatis

garhGujarat HP Jharkhand MP

Maharashtra

ManiPur

Answering Base 628 37 49 23 14 29 46 28 31 40 29

< 256 Kbps 54% 54% 71% 57% 36% 52% 22% 61% 45% 15% 52%

256 Kbps 22% 30% 20% 26% 43% 14% 33% 29% 29% 35% 28%

512 Kbps 10% 8% 4% 4% 14% 17% 17% 4% 13% 13% 17%

>512 Kbps 15% 8% 4% 13% 7% 17% 28% 7% 13% 38% 3%

Total Megha

layaNagaland

OrissaRajasthan

TamilNadu

UttaraPradesh

WestBengal

J&KUtra

khand

Answering Base 628 7 4 62 44 56 52 43 13 21

< 256 Kbps 54% 100% 75% 74% 25% 63% 85% 65% 31% 52%

256 Kbps 22% 0% 25% 18% 18% 7% 6% 21% 8% 33%

512 Kbps 10% 0% 0% 3% 14% 7% 6% 7% 54% 5%

>512 Kbps 15% 0% 0% 5% 43% 23% 4% 7% 8% 10%

120

SCA wise Speed of Internet connection at CSC

Total ZoomTera


Answering Base

628 124 31 214 20 3 96 18

< 256 Kbps 54% 34% 42% 77% 5% 33% 49% 72%

256 Kbps 22% 35% 32% 10% 40% 33% 18% 28%

512 Kbps 10% 16% 3% 4% 10% 0% 12% 0%

>512 Kbps 15% 15% 23% 9% 45% 33% 22% 0%


Answering Base 628 55 5 13 6 17 14 6 6

< 256 Kbps 54% 36% 100% 31% 33% 88% 57% 33% 33%

256 Kbps 22% 33% 0% 8% 33% 6% 21% 33% 50%

512 Kbps 10% 13% 0% 54% 17% 6% 7% 17% 17%

>512 Kbps 15% 18% 0% 8% 17% 0% 14% 17% 0%

121

Alternative arrangement for power backup if electricity supply is interrupted-

by State


by State


Himachal Pradesh

Answering Base 810 35 59 57 16 54 30No power backup (in %) 15% 0% 10% 12% 25% 20% 80%Generator(in %) 43% 6% 64% 46% 6% 11% 13%Separate UPS for each desktop / laptop

42% 43% 47% 44% 13% 41% 13%

Single UPS for all desktops/ laptops

45% 60% 46% 46% 69% 44% 17%

TotalJharkhand


Answering Base 810 66 32 51 31 28 5No power backup (in %) 15% 8% 13% 27% 0% 7% 0%Generator(in %) 43% 73% 28% 35% 100% 43% 40%Separate UPS for each desktop / laptop

42% 33% 53% 37% 77% 96% 60%


45% 27% 41% 47% 23% 21% 60%


No power backup (in %)

15% 22% 5% 2% 4% 10% 0% 33%

Generator(in %) 43% 36% 36% 26% 78% 42% 100% 29%Separate UPS for each desktop / laptop

42% 59% 32% 30% 39% 15% 0% 43%


45% 25% 82% 98% 39% 52% 93% 24%

122


by SCA

TotalZoom



DevelopmentAnswering Base 810 176 19 231 24 8

No power backup (in %) 15% 19% 47% 12% 13% 0%Generator(in %) 43% 44% 32% 57% 63% 25%Separate UPS for each desktop / laptop 42% 55% 37% 28% 46% 50%Single UPS for all desktops/ laptops 45% 35% 37% 59% 50% 25%





123

Weekly off of CSC: By States

Total AP Assam Bihar Chhattisgarh Gujarat HP

Answering Base 793 37 56 47 27 43 49

Any day between Monday - Saturday

3% 3% 2% 4% 7% 0% 2%

Sunday 51% 43% 43% 13% 67% 79% 63%

No weekly off (Open all 7 days)

46% 54% 55% 83% 26% 21% 35%

Total Jharkhand MP Maharashtra Manipur Meghalaya Nagaland

Answering Base 793 53 40 52 31 28 3


3% 6% 0% 4% 0% 0% 0%

Sunday 51% 45% 53% 81% 13% 100% 100%


46% 49% 48% 15% 87% 0% 0%

Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal Uttarakhand

Answering Base 793 105 40 58 51 46 13


3% 3% 3% 0% 4% 7% 0%

Sunday 51% 43% 48% 62% 37% 37% 77%


46% 54% 50% 38% 59% 57% 23%

124

Weekly off of CSC: By SCA

TotalZoom

TeraSoftware SREI Spanco AID CMS BASIX Reliance

Answering Base

793 172 33 227 16 5 107 59 63

Any day between Monday -Saturday

3% 5% 3% 3% 6% 0% 0% 2% 5%

Sunday 51% 43% 48% 42% 69% 40% 61% 75% 67%


46% 52% 48% 55% 25% 60% 39% 24% 29%

Total 3i J&K SARK UTL Times AISECT NICT

Answering Base 793 5 13 24 32 13 12 12

Any day between Monday -Saturday

3% 0% 0% 4% 3% 8% 0% 0%

Sunday 51% 80% 77% 4% 50% 54% 83% 33%


46% 20% 23% 92% 47% 38% 17% 67%

125

Installation of Online Monitoring Tool- by State


Himachal Pradesh



Yes 36% 35% 59% 13% 42% 4% 85% 21%No 64% 65% 41% 87% 58% 96% 15% 79%

TotalJharkhand



126

Installation of Online Monitoring Tool- by SCA

TotalZoom




Yes 36% 40% 50% 24% 26% 75%No 64% 60% 50% 76% 74% 25%


Yes 36% 7% 28% 29% 88% 100%No 64% 93% 72% 71% 13% 0%


Yes 36% 43% 29% 42% 25% 85%No 64% 57% 71% 58% 75% 15%

127

Registration on Online Monitoring Tool- by State


Himachal Pradesh



Yes 29% 33% 56% 13% 38% 2% 23% 16%No 71% 67% 44% 87% 63% 98% 77% 84%

TotalJharkhand



“Supply chain issues is a main problem in remote areas. Wherever, connectivity is issue, SCA face difficulties to monitor CSCs.”- SDA, Assam

128

Registration on Online Monitoring Tool- by SCA

Any other initiative like CSC- by State

TotalZoom




Yes 29% 34% 25% 21% 22% 78%No 71% 66% 75% 79% 78% 22%


Yes 29% 4% 29% 29% 88% 100%No 71% 96% 71% 71% 13% 0%


Yes 29% 37% 20% 26% 25% 23%No 71% 63% 80% 74% 75% 77%


Answering Base 741 36 65 57 13 58 25

Yes 23% 67% 25% 32% 8% 40% 4%

No 77% 33% 75% 68% 92% 60% 96%


Answering Base 741 72 42 36 32 31 3

Yes 23% 13% 29% 11% 31% 19% 33%

No 77% 88% 71% 89% 69% 81% 67%

Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal Uttarakhand

Answering Base 741 87 45 43 24 69 3

Yes 23% 10% 44% 9% 29% 9% 0%

No 77% 90% 56% 91% 71% 91% 100%

129

Any other initiative like CSC- by SCA

Total Zoom Tera Software SREI Spanco AID

Answering Base 741 170 20 214 21 23

Yes 23% 21% 10% 16% 10% 9%

No 77% 79% 90% 84% 90% 91%



Yes 23% 51% 14% 11% 0% 0%

No 77% 49% 86% 89% 100% 0%



Yes 23% 16% 19% 50% 0% 65%

No 77% 84% 81% 50% 100% 35%

130

Floor area of CSC: By states

SCA wise floor area of CSC

Total Megha

layaNagaland Orissa

Rajasthan

TamilNadu

UttarPradesh

WestBengal

J&KUtra

khand

Answering Base 856 28 5 109 48 60 53 47 14 19

Upto 150 sq feet 62% 57% 60% 70% 62% 52% 36% 70% 7% 42%

151-200 sq feet 19% 25% 0% 17% 19% 32% 32% 13% 14% 53%

More than 200 sq feet 19% 18% 40% 13% 19% 16% 32% 17% 79% 5%

Mean 146 140 144 133 152 156 181 138 217 153

TotalAndhra Pradesh

Assam BiharChhatis


Maharashtra

ManiPur

Answering Base

856 37 58 50 21 48 53 72 41 63 30

Upto 150 sq feet

62% 62% 68% 82% 90% 88% 45% 82% 59% 37% 80%

151-200 sq feet 19% 14% 16% 14% 0% 10% 36% 11% 12% 13% 13%

More than 200 sq feet

19% 24% 16% 4% 10% 2% 19% 7% 29% 50% 7%

Mean 146 153 141 118 119 100 158 123 153 199 123

Total ZoomTera


Answering Base 856 189 36 235 23 11 120 56

Upto 150 sq feet 62% 76% 42% 59% 9% 91% 70% 66%

151-200 sq. feet 19% 13% 44% 21% 17% 9% 14% 21%

More than 200 sq.feet

19% 11% 14% 20% 74% 0% 16% 13%

Mean Floor Area 146 130 159 151 241 92 133 129

131

Physical Infrastructure in working condition – by States


Answering Base

856 71 4 14 24 36 14 9 14

Upto 150 sqfeet

62% 52% 100% 7% 75% 69% 64% 78% 36%

151-200 sq.feet

19% 24% 0% 14% 21% 17% 29% 0% 7%

More than 200sq. feet

19% 24% 0% 79% 4% 14% 7% 22% 57%

Mean FloorArea

146 162 50 217 129 139 145 142 196

TotalAndhra Pradesh

Assam BiharChhatis


Maharashtra

ManiPur

Tables / Desk2.1

1.7 2.7 1.6 1.7 1.0 1.3 1.6 2.3 1.9 1.3

Chairs2.9

2.7 3.1 2.2 2.9 1.6 3.9 2.9 3.9 3.2 1.4

Tubelights1.6

1.8 1.8 1.3 1.5 1.1 1.4 1.5 1.8 1.8 1.5

Electric Lamps / Bulbs1.6

1.7 1.8 . 1.4 1.0 1.4 1.3 1.9 1.8 1.0

Ceiling Fans1.2

1.4 1.3 1.0 1.2 1.0 1.2 1.5 1.4 1.3 1.0

Table Fan1.3

4.0 1.3 . 1.0 . 1.0 . 1.0 1.2 1.0

Television1.2

4.0 1.0 . 1.0 1.0 1.0 . 1.2 1.0 1.0

Radio1.4

4.0 . . 1.0 . 1.0 . 1.3 . 1.0

Mobile1.4

4.0 1.1 1.0 1.0 1.0 1.2 1.0 1.8 1.2 1.0

132

Physical Infrastructure in working condition – by States

Physical Infrastructure in working condition – by SCA

Total Megha

layaNagaland

OrissaRajasthan

TamilNadu

UttarPradesh

WestBengal

J&KUtra

khand

Tables / Desk2.1

2.4 3.0 1.8 1.8 3.3 2.5 2.9 3.0 1.4

Chairs2.9

5.1 3.0 2.3 2.7 3.0 3.0 3.0 3.0 3.1

Tubelights1.6

1.9 1.3 1.5 1.3 2.0 1.7 1.3 2.1 1.7

Electric Lamps / Bulbs1.6

2.1 1.0 1.5 1.1 2.0 1.5 2.0 1.0 1.4

Ceiling Fans1.2

. 1.0 1.1 1.2-

1.1 1.0 1.0 1.1

Table Fan1.3

. . 1.0 1.0 1.0 1.0 . . .

Television1.2

. . . 1.0-

1.0 . . 1.0

Radio1.4

. . 1.0 1.0 . 1.0 . . 1.0

Mobile1.4

. 1.0 1.0 1.5 1.0 1.5 1.0 1.0 1.3

Total ZoomTera


Tables / Desk 2.11.6 1.4 3.0 2.7 1.0 1.6 1.8

Chairs 2.92.7 4.2 2.9 4.2 2.0 2.5 3.2

Tubelights 1.61.5 1.3 1.5 1.6 . 1.5 1.8

Electric Lamps / Bulbs1.6 1.4 1.4 1.6 1.4 1.0 1.4 1.9

Ceiling Fans1.2 1.2 1.2 1.1 1.2 . 1.2 1.0

Table Fan 1.31.1 1.0 1.0 1.0 . 3.0 .

Television 1.21.0 1.0 1.0 1.0 . 2.0 .

Radio1.4 1.0 . 1.0 . . 1.9 .

Mobile1.4 1.2 1.4 1.4 1.1 . 1.6 1.0

133

Physical Infrastructure in working condition – by SCA

Availability of electricity (Min. 6 Hrs.): By States


Tables / Desk 2.11.6 2.5 3.0 1.0 2.2 1.2 2.4 2.3

Chairs 2.93.0 4.0 3.0 2.0 4.2 1.8 4.6 4.1

Tubelights 1.61.8 1.3 2.1 1.3 1.5 1.2 2.3 2.9

Electric Lamps / Bulbs 1.61.8 1.0 1.0 . 1.4 1.0 2.0 2.5

Ceiling Fans 1.21.2 1.0 1.0 . 1.5 1.2 1.5 1.9

Table Fan 1.31.3 . . . . 1.0 1.0 1.0

Television 1.21.1 . . . . 1.0 1.0 1.0

Radio 1.41.0 . . . . . . 1.5

Mobile 1.41.2 1.0 1.0 1.0 1.0 . 1.0 3.4


Answering Base 1,658 86 91 158 75 110 74

Electricity transmission (Min. 6 hrs daily)

85% 77% 96% 57% 88% 95% 89%


Answering Base 1,658 150 175 112 33 31 10


85% 73% 67% 96% 100% 94% 100%

134

Availability of electricity (Min. 6 Hrs.): By SCA

Total Orissa RajasthanTamil Nadu Uttar Pradesh

West Bengal J&K Uttarakhand

Answering Base 1,658 141 75 74 110 73 22 58


85% 96% 96% 97% 88% 97% 86% 98%

Total Zoom

TeraSoftwar

e SREI Spanco AID CMS BASIX Reliance

Answering Base 1,658 337 47 341 27 45 388 79 146


85% 85% 91% 91% 100% 53% 81% 94% 93%

Total 3i J&K SARK UTL Times AISECT NICT

Answering Base 1,658 10 22 58 54 35 39 30


85% 60% 86% 59% 85% 97% 87% 73%

135

New vs. Refurbished - Hardware Infrastructure such as PC / Printers- by State


Himachal Pradesh

Answering Base 819 36 58 49 20 70 48New (in %) 91 86 87 96 91 98 100Refurbished (in %) 9 14 13 4 9 2 0

TotalJharkhand


Answering Base 819 63 34 37 31 28 4New (in %) 91 64 93 96 100 94 33Refurbished (in %) 9 36 7 4 0 6 68


New (in %) 91 97 92 99 95 71 99 98Refurbished (in %) 9 3 8 1 5 29 1 2

136

New vs. Refurbished - Hardware Infrastructure such as PC / Printers- by SCA

TotalZoom




New (in %) 91 87 91 90 94 30Refurbished (in %) 9 13 9 10 6 70





137

Usage Related

Awareness: By SCA


Citizens 19% 21% 9% 34% 18% 10%

Village Heads 46% 51% 44% 64% 82% 51%

LLIIs 40% 48% 6% 61% 69% 46%


Citizens 19% 9% 54% 6% 44% 1%

Village Heads 46% 33% 73% 20% 100% 0%

LLIIs 40% 23% 68% 15% 100% 2%


Citizens 19% 25% 9% 17% 2% 19%

Village Heads 46% 40% 54% 17% 21% 60%

LLIIs 40% 41% 52% 9% 4% 61%

138

Awareness: By State

TotalAndhra Pradesh

Assam Bihar Chhatisgarh Gujarat

Citizens 19% 25% 48% 19% 2% 4%

Village Heads 46% 41% 71% 39% 17% 54%

LLIIs 40% 37% 70% 41% 4% 23%

Total Himachal Pradesh

JharkhandMadhya Pradesh

Maharashtra Manipur

Citizens 19% 9% 9% 9% 9% 57%

Village Heads 46% 35% 51% 27% 33% 97%

LLIIs 40% 6% 44% 27% 25% 100%


Citizens 19% 86% 40% 33% 18% 36%

Village Heads 46% 100% 30% 62% 65% 61%

LLIIs 40% 100% 15% 61% 58% 48%

TotalUttar


Citizens 19% 11% 35% 1% 2%

Village Heads 46% 22% 95% 0% 9%

LLIIs 40% 22% 92% 2% 4%

139

Source of Awareness Among VHs: By SCA


Base 670 148 19 203 21 11

Newspaper 18% 24% 5% 18% 76% 27%

Radio 2% 3% 0% 1% 5% 18%

Village Head/ Sarpanch 10% 5% 21% 10% 33% 9%

Headmaster 1% 1% 0% 2% 0% 0%

Postmaster 1% 0% 0% 2% 0% 0%

From the CSC Operator/VLE

45% 57% 26% 44% 29% 36%

Word of mouth 36% 32% 47% 45% 62% 27%


21% 11% 42% 17% 10% 9%

Others 7% 1% 0% 12% 0% 0%


Base 670 118 57 24 10 0

Newspaper 18% 12% 9% 8% 0% 0%

Radio 2% 1% 0% 0% 0% 0%


Headmaster 1% 0% 2% 0% 10% 0%

Postmaster 1% 0% 0% 0% 0% 0%


45% 30% 63% 54% 50% 0%

Word of mouth 36% 22% 21% 33% 40% 0%


21% 45% 28% 13% 30% 0%

Others 7% 10% 4% 8% 0% 0%

140

Source of Awareness Among VHs: By State


Base 670 20 15 6 5 13

Newspaper 18% 10% 20% 50% 20% 8%

Radio 2% 5% 0% 0% 20% 0%


Headmaster 1% 0% 7% 0% 0% 0%

Postmaster 1% 0% 0% 0% 20% 0%


45% 15% 33% 33% 20% 77%

Word of mouth 36% 50% 40% 50% 60% 23%


21% 10% 20% 17% 0% 0%

Others 7% 0% 0% 33% 0% 8%

TotalAndhra Pradesh


Base 670 35 65 51 7 57

Newspaper 18% 17% 17% 18% 29% 2%

Radio 2% 3% 0% 4% 14% 0%


Headmaster 1% 0% 3% 0% 0% 0%

Postmaster 1% 0% 0% 0% 14% 0%


45% 26% 49% 20% 14% 19%

Word of mouth 36% 43% 52% 61% 43% 4%


21% 37% 11% 4% 0% 65%

Others 7% 23% 0% 2% 0% 9%

141

TotalHimachal Pradesh


Maharashtra Manipur

Base 670 20 42 42 34 32

Newspaper 18% 5% 31% 5% 56% 6%

Radio 2% 0% 10% 0% 3% 3%


Headmaster 1% 0% 2% 2% 0% 0%

Postmaster 1% 0% 0% 0% 0% 0%


45% 25% 38% 62% 27% 75%

Word of mouth 36% 40% 24% 29% 53% 41%


21% 50% 10% 7% 15% 19%

Others 7% 0% 0% 7% 3% 0%


Base 670 31 3 80 37 43

Newspaper 18% 7% 0% 24% 43% 7%

Radio 2% 0% 0% 1% 0% 2%


Headmaster 1% 0% 0% 1% 0% 2%

Postmaster 1% 0% 0% 0% 0% 5%


45% 48% 0% 65% 78% 67%

Word of mouth 36% 19% 100% 33% 22% 33%


21% 48% 0% 10% 8% 12%

Others 7% 0% 0% 9% 0% 12%

142

Source of Awareness Among LLII: By SCA

TotalUttar


Base 670 22 67 0 2

Newspaper 18% 9% 22% 0% 0%

Radio 2% 0% 2% 0% 0%

Village Head/ Sarpanch 10% 14% 9% 0% 0%

Headmaster 1% 0% 3% 0% 0%

Postmaster 1% 0% 2% 0% 0%


45% 36% 33% 0% 50%

Word of mouth 36% 27% 45% 0% 50%


21% 0% 36% 0% 50%

Others 7% 32% 12% 0% 0%


Base 536 144 2 167 9 6

Newspaper 19% 26% 0% 16% 56% 50%

Television 3% 2% 0% 2% 0% 33%

Radio 3% 2% 0% 1% 0% 100%



49% 67% 100% 48% 11% 17%

Word of mouth 39% 40% 0% 38% 67% 17%


11% 4% 0% 11% 22% 0%

From some awareness program like ‘NukkadNatak’

3% 2% 0% 2% 11% 0%

Others 5% 0% 0% 9% 0% 0%

143


Base 536 92 66 6 10 0

Newspaper 19% 17% 9% 33% 0% 0%

Television 3% 9% 0% 17% 0% 0%

Radio 3% 3% 0% 0% 0% 0%



49% 33% 38% 33% 60% 0%

Word of mouth 39% 27% 52% 67% 50% 0%


11% 28% 0% 0% 0% 0%


3% 4% 0% 0% 0% 0%

Others 5% 11% 5% 0% 0% 0%


Base 536 6 6 1 1 20

Newspaper 19% 17% 17% 0% 0% 5%

Television 3% 0% 0% 0% 0% 0%

Radio 3% 0% 0% 0% 0% 0%



49% 33% 0% 100% 0% 80%

Word of mouth 39% 17% 33% 100% 100% 30%


11% 33% 33% 100% 0% 5%


3% 0% 33% 0% 0% 5%

Others 5% 0% 0% 0% 0% 5%

144

Source of Awareness among LLII: By State

TotalAndhra Pradesh


Base 536 44 49 37 2 22

Newspaper 19% 18% 31% 16% 0% 5%

Television 3% 9% 4% 0% 0% 14%

Radio 3% 5% 0% 0% 0% 0%



49% 23% 45% 41% 0% 32%

Word of mouth 39% 32% 31% 38% 100% 18%


11% 39% 6% 19% 0% 32%


3% 9% 2% 3% 0% 0%

Others 5% 16% 2% 5% 0% 9%



Maharashtra Manipur

Base 536 1 22 34 9 58

Newspaper 19% 0% 36% 6% 56% 0%

Television 3% 0% 9% 0% 0% 2%

Radio 3% 0% 27% 0% 0% 3%



49% 100% 41% 71% 11% 81%

Word of mouth 39% 0% 14% 44% 67% 67%


11% 0% 9% 3% 22% 3%


3% 0% 9% 3% 11% 2%

Others 5% 0% 0% 3% 0% 0%

145


Base 536 50 1 42 59 42

Newspaper 19% 8% 0% 21% 48% 5%

Television 3% 0% 0% 2% 3% 2%

Radio 3% 0% 0% 0% 3% 2%



49% 32% 100% 60% 53% 74%

Word of mouth 39% 60% 0% 33% 24% 24%


11% 0% 0% 5% 9% 2%


3% 0% 0% 2% 2% 2%

Others 5% 0% 0% 12% 0% 5%

TotalUttar


Base 536 31 30 0 3

Newspaper 19% 13% 23% 0% 33%

Television 3% 0% 3% 0% 33%

Radio 3% 0% 3% 0% 0%

Village Head/ Sarpanch 18% 3% 33% 0% 0%


49% 42% 33% 0% 0%

Word of mouth 39% 39% 47% 0% 33%


11% 7% 23% 0% 0%


3% 3% 0% 0% 0%

Others 5% 13% 17% 0% 0%

146

Source of Awareness Among Citizens: By SCA


Base 10488 2614 172 3165 506 269

Newspaper 13% 21% 27% 8% 30% 7%

Television 2% 2% 5% 1% 0% 2%

Radio 6% 7% 0% 1% 0% 44%

Village Head, Sarpanchetc.

23% 20% 4% 23% 17% 26%

From another villager 12% 7% 9% 13% 25% 3%


5% 3% 11% 6% 18% 3%

From the VLE or some VLE initiative

16% 17% 13% 23% 6% 1%

Through some politician 1% 1% 1% 2% 0% 0%

Billboards / Posters 12% 13% 3% 16% 1% 3%

Pamphlets 3% 1% 0% 4% 0% 0%

From various NGOs 3% 5% 28% 1% 1% 2%

Others 5% 2% 0% 3% 2% 8%


Base 10488 1376 899 345 115 0

Newspaper 13% 10% 4% 17% 0% 0%

Television 2% 3% 0% 7% 0% 0%

Radio 6% 6% 0% 14% 0% 0%


23% 19% 22% 18% 20% 0%



5% 6% 1% 3% 9% 0%


16% 7% 25% 10% 14% 0%



Pamphlets 3% 4% 0% 4% 2% 0%


Others 5% 20% 3% 4% 0% 0%

147

Source of Citizens: By State


Base 10488 619 182 113 20 93

Newspaper 13% 16% 10% 2% 0% 3%

Television 2% 2% 2% 34% 5% 0%

Radio 6% 18% 1% 4% 0% 0%


23% 47% 45% 32% 20% 11%



5% 3% 4% 0% 0% 0%


16% 1% 11% 2% 5% 16%



Pamphlets 3% 2% 12% 3% 5% 6%


Others 5% 3% 5% 3% 0% 15%

TotalAndhra Pradesh


Base 10488 407 1064 1241 79 314

Newspaper 13% 3% 11% 21% 1% 2%

Television 2% 9% 2% 1% 3% 0%

Radio 6% 1% 0% 21% 0% 0%


23% 28% 27% 35% 5% 16%



5% 0% 4% 4% 1% 2%


16% 0% 15% 4% 1% 9%



Pamphlets 3% 7% 0% 2% 5% 1%


Others 5% 1% 0% 2% 0% 63%

148



Maharashtra Manipur

Base 10488 444 641 477 781 390

Newspaper 13% 21% 10% 11% 25% 0%

Television 2% 2% 2% 3% 3% 0%

Radio 6% 0% 23% 21% 3% 2%


23% 38% 25% 11% 18% 23%



5% 3% 3% 3% 15% 0%


16% 7% 13% 11% 5% 18%



Pamphlets 3% 0% 4% 4% 0% 1%


Others 5% 2% 11% 5% 5% 1%


Base 10488 366 119 1617 599 616

Newspaper 13% 7% 38% 19% 18% 3%

Television 2% 0% 6% 2% 8% 0%

Radio 6% 0% 0% 0% 4% 0%


23% 15% 6% 23% 15% 6%



5% 0% 16% 2% 5% 2%


16% 6% 18% 28% 28% 53%



Pamphlets 3% 0% 0% 3% 4% 6%


Others 5% 1% 0% 2% 4% 6%

149

CSC Usage: By SCA

TotalUttar


Base 10488 436 809 0 88

Newspaper 13% 8% 4% 0% 20%

Television 2% 1% 1% 0% 3%

Radio 6% 0% 0% 0% 1%


23% 14% 29% 0% 35%

From another villager 12% 9% 12% 0% 7%


5% 6% 13% 0% 8%


16% 3% 14% 0% 15%

Through some politician 1% 1% 5% 0% 0%

Billboards / Posters 12% 32% 16% 0% 0%

Pamphlets 3% 16% 1% 0% 1%

From various NGOs 3% 0% 1% 0% 1%

Others 5% 10% 4% 0% 8%


Citizens 4% 4% 1% 5% 5% 0%

Village Heads 40% 48% 15% 45% 5% 9%

LLIIs 42% 46% 33% 42% 24% 15%


Citizens 4% 3% 23% 1% 5% 0%

Village Heads 40% 35% 55% 17% 100% 0%

LLIIs 42% 52% 65% 19% 50% 0%


Citizens 4% 2% 1% 6% 0% 12%

Village Heads 40% 16% 8% 83% 0% 63%

LLIIs 42% 15% 12% 20% 33% 66%

150

CSC Usage: By State

Services Used (Citizens): By State

TotalAndhra Pradesh


Citizens 4% 12% 9% 2% 0% 1%

Village Heads 40% 72% 35% 29% 20% 21%

LLIIs 42% 76% 39% 34% 33% 45%



Maharashtra Manipur

Citizens 4% 0% 1% 3% 2% 16%

Village Heads 40% 0% 12% 58% 6% 88%

LLIIs 42% 11% 17% 45% 17% 88%


Citizens 4% 47% 4% 4% 4% 5%

Village Heads 40% 71% 100% 37% 50% 52%

LLIIs 42% 93% 33% 24% 58% 60%

TotalUttar


Citizens 4% 2% 5% 0% 0%

Village Heads 40% 74% 39% 0% 0%

LLIIs 42% 67% 22% 0% 80%

TotalAndhra Pradesh


Jharkhand

Base 4,256 311 521 178 5 46 8 72

Government Services 15.9% 37.9% 2.7% 10.1% 60.0% 39.1% 25.0% 4.2%

Health Services 1.5% 0.0% 0.6% 1.7% 0.0% 0.0% 0.0% 4.2%

Education Services 4.7% 0.0% 1.9% 1.1% 0.0% 0.0% 0.0% 1.4%

Travel Services 8.6% 1.0% 3.1% 1.1% 0.0% 4.3% 0.0% 1.4%

Finance Services 20.6% 64.0% 2.3% 0.0% 40.0% 2.2% 0.0% 0.0%

IT/Telecom Services 56.3% 1.9% 81.4% 24.2% 20.0% 63.0% 0.0% 33.3%

Commercial Services 34.6% 2.6% 21.1% 73.6% 20.0% 15.2% 100.0% 68.1%

Agricultural Services 1.4% 0.0% 0.0% 0.6% 0.0% 4.3% 0.0% 0.0%

151

TotalAndhra Pradesh


Jharkhand

Base 4,256 311 521 178 5 46 8 72

Government Services 15.9% 37.9% 2.7% 10.1% 60.0% 39.1% 25.0% 4.2%

Health Services 1.5% 0.0% 0.6% 1.7% 0.0% 0.0% 0.0% 4.2%

Education Services 4.7% 0.0% 1.9% 1.1% 0.0% 0.0% 0.0% 1.4%

Travel Services 8.6% 1.0% 3.1% 1.1% 0.0% 4.3% 0.0% 1.4%

Finance Services 20.6% 64.0% 2.3% 0.0% 40.0% 2.2% 0.0% 0.0%

IT/Telecom Services 56.3% 1.9% 81.4% 24.2% 20.0% 63.0% 0.0% 33.3%

Commercial Services 34.6% 2.6% 21.1% 73.6% 20.0% 15.2% 100.0% 68.1%

Agricultural Services 1.4% 0.0% 0.0% 0.6% 0.0% 4.3% 0.0% 0.0%

Total Tamil Nadu Uttar Pradesh West Bengal Uttarakhand

Base 4,256 387 257 374 29

Government Services 15.9% 29.2% 5.8% 1.9% 3.4%

Health Services 1.5% 0.5% 0.8% 3.2% 0.0%

Education Services 4.7% 8.0% 3.1% 20.1% 0.0%

Travel Services 8.6% 3.1% 18.7% 35.8% 3.4%

Finance Services 20.6% 11.6% 3.1% 51.3% 3.4%

IT/Telecom Services 56.3% 63.6% 84.0% 51.9% 100.0%

Commercial Services 34.6% 6.5% 14.0% 33.7% 27.6%

Agricultural Services 1.4% 1.6% 2.7% 2.1% 0.0%

152

Services Used (Citizens): By SCA

Total ZoomTera

SoftwareSREI Spanco AID

Base 4,256 890 40 1,694 329 2

Government Services 15.9% 4.8% 0.0% 9.1% 90.3% 50.0%

Health Services 1.5% 1.7% 0.0% 1.0% 6.4% 50.0%

Education Services 4.7% 0.4% 10.0% 8.3% 6.1% 0.0%

Travel Services 8.6% 8.5% 0.0% 14.1% 0.0% 0.0%

Finance Services 20.6% 11.8% 0.0% 15.8% 0.3% 0.0%

IT/Telecom Services 56.3% 84.8% 82.5% 61.7% 0.3% 0.0%

Commercial Services 34.6% 56.3% 10.0% 28.0% 1.2% 50.0%

Agricultural Services 1.4% 0.4% 0.0% 1.2% 7.0% 0.0%

Total CMS BASIX Reliance 3iBase 4,256 507 441 59 56

Government Services 15.9% 30.2% 0.9% 11.9% 3.6%

Health Services 1.5% 0.6% 0.2% 0.0% 1.8%

Education Services 4.7% 3.2% 0.7% 20.3% 1.8%

Travel Services 8.6% 7.1% 2.7% 1.7% 0.0%

Finance Services 20.6% 44.4% 31.5% 5.1% 7.1%

IT/Telecom Services 56.3% 25.8% 70.7% 86.4% 75.0%

Commercial Services 34.6% 8.1% 64.6% 45.8% 66.1%

Agricultural Services 1.4% 0.8% 0.9% 3.4% 0.0%


Base 4,256 72 28 86 3 49

Government Services 15.9% 0.0% 0.0% 11.6% 100.0% 4.1%

Health Services 1.5% 2.8% 3.6% 0.0% 0.0% 2.0%

Education Services 4.7% 0.0% 3.6% 0.0% 0.0% 0.0%

Travel Services 8.6% 1.4% 0.0% 2.3% 0.0% 0.0%

Finance Services 20.6% 0.0% 0.0% 96.5% 66.7% 98.0%

IT/Telecom Services 56.3% 9.7% 10.7% 5.8% 0.0% 26.5%

Commercial Services 34.6% 94.4% 100.0% 0.0% 0.0% 6.1%

Agricultural Services 1.4% 1.4% 0.0% 0.0% 0.0% 0.0%

153

Reasons For Not Using CSC (Citizens): By SCA


Base 3352 643 42 1103 178 41

Never felt the need of using services available

44% 48% 38% 56% 76% 5%

CSC/VLE is unavailable most of the time

4% 9% 0% 4% 1% 0%

Negative feedback 2% 4% 0% 1% 0% 0%

High Service charges 2% 3% 0% 2% 1% 0%

Traditional way is more convenient and reliable

6% 7% 0% 9% 3% 0%

Not allowed to use CSC due to caste

2% 2% 0% 1% 19% 0%

CSC is too far from home 6% 4% 0% 2% 32% 0%

Non availability of services due to no internet connectivity,

3% 5% 0% 3% 5% 0%

Non availability of services due to power failure

3% 8% 0% 3% 1% 0%

Not aware of Services offered

45% 56% 62% 45% 24% 81%

Others 20% 12% 0% 11% 17% 15%


Base 3352 668 272 166 38 0


44% 20% 53% 33% 55% 0%


4% 3% 4% 1% 8% 0%




6% 4% 2% 2% 0% 0%


2% 3% 0% 1% 0% 0%



3% 1% 6% 1% 0% 0%


3% 1% 1% 4% 0% 0%


45% 32% 63% 22% 55% 0%

Others 20% 46% 8% 46% 0% 0%

154

Reasons For Not Using CSC (Citizens): By State


Base 3352 75 66 28 10 22


44% 25% 12% 36% 90% 50%


4% 0% 0% 11% 10% 18%




6% 0% 2% 4% 0% 18%


2% 0% 0% 0% 0% 9%



3% 0% 0% 0% 0% 5%


3% 0% 0% 0% 0% 18%


45% 72% 85% 21% 0% 18%

Others 20% 5% 0% 32% 0% 27%

TotalAndhra Pradesh


Base 3352 99 352 201 33 250


44% 46% 65% 31% 64% 4%


4% 12% 2% 5% 6% 0%




6% 8% 2% 3% 12% 0%


2% 14% 0% 1% 0% 0%



3% 1% 0% 1% 9% 0%


3% 2% 1% 2% 6% 0%


45% 8% 57% 69% 3% 43%

Others 20% 19% 5% 3% 18% 61%

155



Maharashtra Manipur

Base 3352 16 186 94 417 128


44% 13% 11% 52% 40% 73%


4% 0% 1% 9% 1% 2%




6% 0% 2% 7% 3% 10%


2% 0% 0% 2% 9% 0%



3% 0% 2% 1% 2% 1%


3% 0% 7% 11% 0% 15%


45% 6% 84% 31% 25% 72%

Others 20% 81% 8% 19% 39% 0%


Base 3352 124 39 478 199 231


44% 57% 36% 65% 35% 51%


4% 1% 0% 8% 16% 3%




6% 3% 0% 3% 14% 4%


2% 0% 0% 0% 7% 2%



3% 10% 0% 7% 9% 1%


3% 0% 0% 3% 13% 1%


45% 48% 64% 47% 51% 35%

Others 20% 1% 0% 14% 9% 7%

156

Total Uttar Pradesh West Bengal J&K Uttarakhand

Base 3352 192 263 0 50


44% 48% 41% 0% 20%


4% 3% 3% 0% 0%

Negative feedback 2% 3% 2% 0% 0%

High Service charges 2% 4% 4% 0% 0%


6% 11% 24% 0% 0%


2% 1% 0% 0% 0%

CSC is too far from home 6% 3% 0% 0% 0%


3% 5% 1% 0% 0%


3% 5% 1% 0% 0%


45% 32% 47% 0% 6%

Others 20% 21% 27% 0% 76%

157

Barriers to CSC Usage as per VH: By SCA


Base 536 115 13 177 17 3

Long Distance of the CSC from neighboring villages 19.8% 21.7% .0% 16.4% 17.6% .0%

Frequent power cuts 29.3% 31.3% .0% 32.8% 5.9% 100.0%

High service charges 10.4% 11.3% .0% 6.8% 17.6% 33.3%

Limited number of services54.7% 68.7% 53.8% 58.2% 5.9% 33.3%

Irrelevance of Services currently available 37.1% 42.6% 23.1% 35.6% 11.8% 100.0%

Non-availability of CSC/VLE most of the time 9.7% 7.0% 7.7% 9.0% 35.3% 33.3%

People of certain caste/religion are not allowed to use CSC

1.9% 2.6% .0% 2.3% 5.9% .0%

Behaviour/Knowledge level of the VLE 8.8% 5.2% 7.7% 11.3% 5.9% 33.3%

Long waiting time for service delivery 14.4% 15.7% .0% 14.1% 17.6% 66.7%

Lack of Awareness 7.8% 3.5% .0% 15.8% .0% .0%

Others 17.4% 9.6% 23.1% 12.4% 52.9% .0%

158


Base 536 90 53 19 9 0

Long Distance of the CSC from neighbouring villages

20% 28% 23% 11% 11% 0%

Frequent power cuts 29% 29% 9% 21% 33% 0%

High service charges 10% 14% 11% 16% 33% 0%

Limited number of services

55% 34% 83% 11% 56% 0%

Irrelevance of Services currently available

37% 28% 59% 26% 56% 0%

Non-availability of CSC/VLE most of the time

10% 11% 4% 11% 33% 0%


2% 1% 0% 5% 0% 0%

Behaviour/Knowledge level of the VLE

9% 11% 2% 5% 44% 0%

Long waiting time for service delivery

14% 20% 6% 16% 22% 0%

Lack of Awareness 8% 11% 0% 0% 0% 0%

Others 17% 31% 9% 37% 11% 0%

159


Base 536 8 17 5 0 10


20% 0% 18% 40% 0% 40%




55% 75% 41% 40% 0% 50%


37% 50% 53% 0% 0% 0%


10% 0% 6% 20% 0% 10%


2% 0% 0% 0% 0% 0%


9% 0% 6% 20% 0% 0%


14% 13% 0% 20% 0% 10%


Others 17% 0% 12% 40% 0% 30%

160

Barriers to CSC Usage as Per VH: By State

TotalAndhra Pradesh


Base 536 29 56 28 1 35


20% 48% 14% 7% 100% 14%




55% 45% 68% 57% 100% 20%


37% 21% 38% 57% 100% 14%


10% 17% 7% 7% 100% 9%


2% 0% 2% 4% 0% 0%


9% 17% 2% 18% 100% 6%


14% 45% 11% 14% 100% 9%


Others 17% 17% 5% 4% 0% 46%



Maharashtra Manipur

Base 536 14 35 34 25 32


20% 0% 9% 15% 16% 16%




55% 57% 34% 35% 8% 81%


37% 7% 51% 29% 16% 34%


10% 0% 6% 15% 28% 0%


2% 0% 0% 0% 8% 0%


9% 7% 11% 12% 8% 0%


14% 0% 6% 12% 20% 13%


Others 17% 29% 29% 32% 48% 0%

161


Base 536 30 2 60 41 36


20% 27% 0% 18% 51% 31%




55% 93% 50% 68% 54% 61%


37% 80% 100% 50% 37% 25%


10% 3% 50% 8% 12% 14%


2% 0% 0% 2% 7% 6%


9% 3% 0% 3% 15% 3%


14% 10% 0% 5% 32% 22%


Others 17% 0% 0% 12% 10% 22%


Base 536 24 52 0 2


20% 8% 10% 0% 50%

Frequent power cuts 29% 79% 15% 0% 0%

High service charges 10% 0% 6% 0% 0%


55% 92% 42% 0% 0%


37% 42% 31% 0% 0%


10% 0% 12% 0% 0%


2% 0% 0% 0% 0%


9% 8% 19% 0% 0%


14% 0% 15% 0% 0%

Lack of Awareness 8% 0% 35% 0% 0%

Others 17% 4% 19% 0% 50%

162

Triggers to CSC Usage as Per VH: By SCA


Base 549 119 17 184 21 4Central location of the CSC

59% 61% 94% 52% 62% 50%

Integrated service delivery i.e one stop shop

37% 41% 71% 35% 62% 0%

Reasonable service charge 58% 70% 71% 60% 76% 75%

Increased convenience 54% 54% 77% 54% 76% 50%

Better behaviour of the staff at the CSC as compared to govt.

39% 44% 77% 36% 29% 50%

Reduced scope of corruption

39% 53% 71% 34% 57% 25%

Better service quality 49% 45% 77% 52% 76% 50%

Reduction in time required for service delivery

40% 43% 82% 38% 38% 50%

Reduced travel time 48% 46% 77% 50% 62% 25%

Create Awareness 6% 2% 12% 13% 0% 0%

Improved Services 2% 0% 0% 3% 0% 0%


Base 549 86 54 19 10 0

Central location of the CSC

59% 52% 69% 79% 60% 0%


37% 27% 33% 47% 60% 0%




39% 40% 26% 37% 30% 0%


39% 29% 24% 42% 60% 0%



40% 33% 35% 37% 90% 0%




163


Base 549 8 13 6 0 8


59% 75% 69% 67% 0% 75%


37% 0% 8% 50% 0% 50%




39% 25% 54% 50% 0% 38%


39% 0% 39% 17% 0% 38%



40% 50% 46% 17% 0% 25%




164

Triggers to CSC Usage as Per VH: By State

TotalAndhra Pradesh


Base 549 31 57 25 1 37


59% 48% 67% 84% 100% 41%


37% 36% 30% 8% 100% 22%




39% 55% 39% 40% 100% 14%


39% 29% 49% 32% 100% 14%



40% 26% 26% 44% 100% 41%




165



Maharashtra Manipur

Base 549 16 27 29 34 32


59% 94% 70% 69% 71% 53%


37% 88% 4% 45% 65% 47%




39% 94% 52% 28% 38% 69%


39% 88% 41% 41% 56% 63%



40% 94% 44% 48% 44% 56%





Base 549 30 3 69 35 40


59% 90% 100% 39% 83% 63%


37% 33% 0% 58% 20% 45%




39% 37% 0% 12% 63% 35%


39% 43% 0% 19% 60% 23%



40% 57% 33% 36% 14% 45%




166

Preference between CSC and Traditional Mode (Among Non-Users) By SCA


Base 549 24 59 0 0


59% 63% 25% 0% 0%


37% 25% 31% 0% 0%

Reasonable service charge 58% 42% 63% 0% 0%

Increased convenience 54% 71% 68% 0% 0%


39% 38% 37% 0% 0%


39% 54% 27% 0% 0%

Better service quality 49% 63% 76% 0% 0%


40% 29% 39% 0% 0%

Reduced travel time 48% 50% 14% 0% 0%

Create Awareness 6% 4% 31% 0% 0%

Improved Services 2% 4% 9% 0% 0%


Base 5379 1016 43 1205 178 40

Prefer CSC 54% 64% 93% 70% 99% 23%


Base 5379 1307 300 529 36 0

Prefer CSC 54% 36% 86% 50% 58% 0%


Base 5379 218 133 155 102 117

Prefer CSC 54% 9% 17% 52% 2% 21%

167

CSC Preference Among Non-Users: By State

Likelihood of Using CSC in future – Top 5 Services

TotalAndhra Pradesh


Base 5379 296 336 477 235 309

Prefer CSC 54% 39% 93% 18% 3% 33%



Maharashtra Manipur

Base 5379 10 308 602 519 130

Prefer CSC 54% 50% 33% 12% 82% 97%


Base 5379 127 40 532 300 209

Prefer CSC 54% 86% 95% 90% 71% 69%

TotalUttar

PradeshWest Bengal J&K Uttarakhand -

Base 5379 437 286 0 226 -

Prefer CSC 54% 50% 78% 0% 48% -

Services Likely to use in future Base Mean Score

Obtain price information related to crops (Agricultural Serv.) 251 4.76

Information regarding agricultural policies such as farm and loan subsidies (Agricultural Serv.)

274 4.65

Booking Bus Tickets(Travel) 2211 4.57

Bill payments – water, electricity, telecom, etc.(Finance) 4079 4.56

Other (Commercial Serv.) 1851 4.52

168

Services in demand but Not Available (VLE): By SCA


Base 601 151 30 196 4 6

Government Services 90% 90% 93% 90% 50% 100%

Healthcare/Telemedicine Services

51% 52% 77% 56% 0% 67%

Commercial Services 53% 58% 83% 46% 25% 67%

Data Collection Services 41% 40% 77% 41% 50% 17%

Entertainment 41% 44% 73% 39% 0% 33%

Financial Services 55% 51% 80% 55% 50% 33%

Education Services 60% 60% 80% 52% 50% 67%

Agriculture Services 66% 66% 70% 67% 75% 100%


Base 601 78 55 24 5 0



51% 51% 35% 38% 20% 0%



Entertainment 41% 49% 6% 33% 60% 0%




169

Services in demand but Not Available (VLE): By State


Base 601 9 15 11 4 13



51% 11% 40% 36% 100% 62%



Entertainment 41% 11% 87% 9% 75% 77%




TotalAndhra Pradesh


Base 601 29 50 24 10 25



51% 38% 66% 29% 80% 48%



Entertainment 41% 28% 52% 33% 70% 52%




170



Maharashtra Manipur

Base 601 47 29 29 11 31



51% 94% 41% 45% 9% 52%



Entertainment 41% 83% 69% 55% 18% 10%





Base 601 26 5 100 43 54



51% 19% 20% 44% 47% 70%



Entertainment 41% 0% 100% 28% 37% 35%




171

Services in Demand but Not available – LLII


Base 601 38 42 0 8

Government Services 90% 90% 71% 0% 100%


51% 50% 45% 0% 50%

Commercial Services 53% 50% 43% 0% 75%

Data Collection Services 41% 55% 36% 0% 38%

Entertainment 41% 45% 38% 0% 38%

Financial Services 55% 37% 48% 0% 50%

Education Services 60% 45% 33% 0% 75%

Agriculture Services 66% 63% 62% 0% 63%

Total

Base 487

BFSI 7%

DTP Related 2%

Educational 16%

Health 12%

Bill Payment 11%


Internet 12%

Travel 5%

Employment 2%

Agriculture 2%

Others 6%

172

Services in Demand but Not available – Citizens

LLII Related

Area of Operation of the LLII (User): By SCA

Total

Base 8525


BFSI 13%

Bill Payment 12%

Travel 10%

Educational 9%

Health 8%

DTP Related 5%

Agriculture 4%

Internet 3%

Others 3%

Employment Related 2%

Telecom Related 1%

Total Zoom Tera Software SREI Spanco AlD

Base550 144 2 170 9 6

Education58% 54% 50% 57% 100% 33%

Training Programs14% 26% 50% 8% 0% 0%

Healthcare-Anganwadiworkers

27% 33% 0% 16% 0% 67%

Financial Services6% 1% 0% 7% 0% 0%

Employment related egSelf Help Groups

13% 9% 0% 19% 0% 0%

Community Service17% 13% 50% 15% 0% 0%

Others1% 0% 50% 1% 0% 0%

173


Base550 97 66 8 10 0

Education58% 78% 44% 50% 30% 0%



27% 24% 47% 13% 70% 0%



13% 10% 18% 0% 0% 0%


Others1% 3% 0% 0% 0% 0%


Base550 7 7 1 1 22

Education58% 43% 86% 100% 0% 50%



27% 43% 14% 0% 100% 14%



13% 14% 0% 0% 0% 0%


Others1% 0% 0% 0% 0% 0%

174

Area of Operation of the LLII (User): By State


Base550 44 49 39 2 22

Education58% 77% 73% 62% 0% 68%



27% 32% 24% 23% 100% 14%


Employment related e.g. Self Help Groups

13% 16% 8% 8% 0% 0%


Others1% 7% 0% 0% 0% 0%

TotalHimachal Pradesh Jharkhand

Madhya Pradesh Maharashtra Manipur

Base550 1 23 39 10 58

Education58% 0% 57% 46% 100% 29%



27% 0% 43% 28% 0% 38%



13% 0% 0% 0% 0% 14%


Others1% 100% 0% 0% 0% 0%

175


Base550 50 1 42 61 42

Education58% 40% 100% 74% 82% 43%



27% 46% 0% 38% 28% 2%



13% 18% 0% 7% 10% 57%


Others1% 0% 0% 0% 0% 5%


Base550 33 30 0 4

Education58% 70% 23% 0% 75%

Training Programs14% 3% 7% 0% 0%


27% 18% 13% 0% 0%

Financial Services6% 9% 13% 0% 25%


13% 0% 17% 0% 0%

Community Service17% 0% 33% 0% 0%

Others1% 0% 0% 0% 0%

176

Services Used by the LLII: By SCA


Base 519 144 1 163 8 4

Computer Training 14% 18% 0% 13% 13% 50%

Teaching through computers

16% 22% 100% 9% 38% 25%

Internet Access 27% 33% 100% 29% 25% 25%

For holding discussions/Awareness programs

13% 14% 100% 7% 13% 25%

For selling products/services

14% 28% 100% 11% 0% 50%

For disseminating information

17% 22% 100% 17% 25% 50%

For tuition classes 7% 9% 0% 6% 0% 0%

For providing vocational training

6% 8% 100% 2% 25% 0%

For healthcare related services

10% 14% 100% 5% 13% 0%

Others 49% 26% 0% 58% 75% 25%


Base 519 87 65 5 10 0



16% 19% 12% 20% 30% 0%

Internet Access 27% 16% 11% 80% 30% 0%


13% 20% 9% 20% 20% 0%


14% 6% 2% 0% 70% 0%


17% 17% 3% 0% 10% 0%

For tution classes 7% 9% 5% 0% 10% 0%


6% 7% 3% 0% 0% 0%


10% 12% 15% 0% 0% 0%

Others 49% 58% 75% 20% 0% 0%

177

Services Used by the LLII: By State


Base 519 6 6 1 0 19



16% 0% 0% 0% 0% 32%

Internet Access 27% 0% 33% 0% 0% 47%


13% 0% 17% 0% 0% 26%


14% 0% 0% 0% 0% 0%


17% 0% 17% 0% 0% 16%



6% 0% 17% 0% 0% 11%


10% 0% 17% 0% 0% 16%

Others 49% 100% 33% 100% 0% 21%

TotalAndhra Pradesh


Base 519 42 48 36 1 22



16% 7% 15% 3% 0% 38%

Internet Access 27% 10% 31% 11% 0% 14%


13% 14% 2% 8% 0% 48%


14% 7% 10% 0% 0% 5%


17% 19% 33% 17% 0% 10%



6% 7% 2% 0% 0% 14%


10% 10% 6% 3% 0% 14%

Others 49% 71% 31% 69% 0% 29%

178



Maharashtra Manipur

Base 519 0 20 33 8 58



16% 0% 10% 33% 38% 7%

Internet Access 27% 0% 20% 45% 25% 40%


13% 0% 10% 24% 13% 16%


14% 0% 10% 21% 0% 52%


17% 0% 15% 12% 25% 12%



6% 0% 5% 6% 25% 0%


10% 0% 5% 9% 13% 0%

Others 49% 0% 55% 12% 75% 26%


Base 519 50 1 40 57 41



16% 10% 100% 25% 33% 10%

Internet Access 27% 0% 100% 28% 42% 39%


13% 6% 100% 15% 16% 2%


14% 2% 100% 8% 7% 32%


17% 2% 100% 8% 33% 22%

For tuition classes 7% 4% 0% 3% 14% 0%


6% 4% 100% 3% 19% 0%


10% 12% 100% 15% 37% 0%

Others 49% 88% 0% 38% 23% 66%

179

Frequency of Usage by LLII: By SCA


Base 519 32 28 0 2

Computer Training 14% 9% 0% 0% 0%


16% 16% 7% 0% 0%

Internet Access 27% 25% 25% 0% 50%


13% 9% 14% 0% 0%


14% 0% 14% 0% 0%


17% 6% 11% 0% 0%

For tution classes 7% 3% 0% 0% 0%


6% 0% 7% 0% 0%


10% 9% 4% 0% 0%

Others 49% 69% 68% 0% 50%


Base 516 144 1 162 8 2

Daily 3% 1% 0% 5% 0% 100%

2-3 times a week 14% 15% 0% 16% 0% 0%

Once a week 13% 16% 0% 19% 0% 0%

2-3 times a month 26% 41% 0% 22% 0% 0%

Once a month 24% 17% 100% 20% 0% 0%

Once in 2 months 7% 5% 0% 6% 0% 0%

Once in 3 months 4% 4% 0% 3% 13% 0%

Less frequently than once in 3 months

10% 2% 0% 10% 88% 0%

180


Base 516 85 66 6 10 0

Daily 3% 1% 2% 0% 10% 0%

2-3 times a week 14% 14% 17% 0% 10% 0%

Once a week 13% 2% 14% 0% 10% 0%

2-3 times a month 26% 9% 26% 17% 10% 0%

Once a month 24% 46% 17% 33% 30% 0%

Once in 2 months 7% 9% 8% 0% 10% 0%

Once in 3 months 4% 7% 5% 0% 0% 0%


10% 11% 14% 50% 20% 0%


Base 516 6 4 1 0 21

Daily 3% 0% 0% 0% 0% 5%

2-3 times a week 14% 0% 0% 0% 0% 5%

Once a week 13% 0% 0% 0% 0% 5%

2-3 times a month 26% 33% 50% 0% 0% 43%

Once a month 24% 50% 0% 0% 0% 29%

Once in 2 months 7% 0% 0% 0% 0% 14%

Once in 3 months 4% 17% 25% 100% 0% 0%


10% 0% 25% 0% 0% 0%

181

Frequency of Usage by LLII: By State

TotalAndhra Pradesh


Base 516 43 46 36 1 20

Daily 3% 2% 0% 3% 0% 0%

2-3 times a week 14% 12% 9% 14% 0% 10%

Once a week 13% 0% 11% 33% 0% 5%

2-3 times a month 26% 0% 13% 22% 100% 25%

Once a month 24% 70% 24% 22% 0% 20%

Once in 2 months 7% 14% 17% 0% 0% 5%

Once in 3 months 4% 2% 13% 3% 0% 20%


10% 0% 13% 3% 0% 15%



Maharashtra Manipur

Base 516 0 16 35 8 58

Daily 3% 0% 13% 6% 0% 0%

2-3 times a week 14% 0% 13% 6% 0% 24%

Once a week 13% 0% 6% 6% 0% 10%

2-3 times a month 26% 0% 31% 31% 0% 53%

Once a month 24% 0% 13% 31% 0% 10%

Once in 2 months 7% 0% 0% 11% 0% 0%

Once in 3 months 4% 0% 6% 0% 13% 2%


10% 0% 19% 9% 88% 0%

182


Base 516 50 1 42 57 41

Daily 3% 2% 0% 0% 2% 5%

2-3 times a week 14% 18% 0% 12% 7% 27%

Once a week 13% 12% 0% 33% 12% 15%

2-3 times a month 26% 22% 0% 24% 35% 27%

Once a month 24% 14% 100% 24% 30% 15%

Once in 2 months 7% 8% 0% 5% 2% 12%

Once in 3 months 4% 6% 0% 0% 2% 0%


10% 18% 0% 2% 11% 0%


Base 516 31 29 0 2

Daily 3% 7% 10% 0% 0%

2-3 times a week 14% 26% 3% 0% 0%

Once a week 13% 13% 7% 0% 0%

2-3 times a month 26% 29% 21% 0% 0%

Once a month 24% 13% 21% 0% 0%

Once in 2 months 7% 3% 7% 0% 0%

Once in 3 months 4% 7% 3% 0% 0%


10% 3% 28% 0% 100%

183

Reasons for Using CSC (LLII): By SCA


Base 524 144 1 163 8 5

Ease of Access 78% 78% 100% 80% 75% 80%

Increased reach to your beneficiaries

36% 36% 100% 38% 38% 80%

Convenient to use 72% 78% 100% 74% 63% 80%

Reasonable service charge

61% 74% 100% 73% 75% 80%

Saving of time in comparison to other means

63% 56% 0% 63% 88% 80%

Saving of cost in comparison to other means

49% 44% 0% 52% 75% 80%

Single window service 24% 24% 0% 24% 88% 0%

Higher profits 18% 14% 0% 20% 63% 20%

Saving in travel 52% 47% 0% 56% 50% 40%


Base 524 88 66 6 10 0

Ease of Access 78% 59% 86% 83% 80% 0%


36% 39% 24% 50% 50% 0%



61% 39% 32% 67% 60% 0%


63% 65% 73% 67% 90% 0%


49% 40% 68% 67% 60% 0%


Higher profits 18% 16% 27% 17% 0% 0%

Saving in travel 52% 35% 73% 67% 90% 0%

184

Reasons for Using CSC (LLII): By State


Base 524 6 5 1 0 21

Ease of Access 78% 100% 100% 100% 0% 91%


36% 33% 20% 0% 0% 14%



61% 50% 100% 100% 0% 48%


63% 50% 60% 0% 0% 48%


49% 17% 20% 100% 0% 19%


Higher profits 18% 0% 20% 0% 0% 0%

Saving in travel 52% 100% 20% 0% 0% 33%

TotalAndhra Pradesh


Base 524 43 47 36 1 22

Ease of Access 78% 58% 89% 89% 100% 55%


36% 33% 36% 25% 0% 46%



61% 35% 79% 64% 0% 27%


63% 79% 68% 42% 0% 27%


49% 44% 32% 22% 100% 18%


Higher profits 18% 23% 34% 0% 0% 5%

Saving in travel 52% 33% 34% 64% 0% 32%

185



Maharashtra Manipur

Base 524 0 20 35 8 58

Ease of Access 78% 0% 90% 89% 75% 66%


36% 0% 45% 29% 38% 59%



61% 0% 65% 54% 75% 91%


63% 0% 70% 60% 88% 66%


49% 0% 60% 37% 75% 60%


Higher profits 18% 0% 15% 0% 63% 10%

Saving in travel 52% 0% 45% 51% 50% 76%


Base 524 50 1 42 58 41

Ease of Access 78% 88% 100% 64% 74% 93%


36% 32% 100% 7% 17% 71%



61% 26% 100% 45% 66% 88%


63% 88% 0% 29% 47% 76%


49% 82% 0% 26% 33% 83%


Higher profits 18% 34% 0% 12% 10% 20%

Saving in travel 52% 84% 0% 48% 28% 68%

186

Barriers to Using CSC (LLII): By SCA


Base 524 31 29 0 2

Ease of Access 78% 97% 59% 0% 50%


36% 58% 7% 0% 50%

Convenient to use 72% 77% 59% 0% 100%


61% 74% 62% 0% 50%


63% 74% 76% 0% 100%


49% 77% 38% 0% 50%

Single window service 24% 36% 24% 0% 50%

Higher profits 18% 36% 10% 0% 50%

Saving in travel 52% 61% 28% 0% 100%


Base 954 253 5 343 28 7

Distance of the CSC 14% 14% 0% 13% 4% 0%



Limited number of services 56% 75% 20% 50% 7% 29%


44% 40% 40% 40% 11% 43%


12% 5% 20% 11% 54% 14%


2% 0% 0% 1% 7% 0%

Behavior of the VLE 8% 5% 0% 8% 15% 14%

Knowledge level of the VLE 8% 3% 40% 10% 14% 14%

Higher time taken for service delivery

8% 12% 0% 7% 14% 29%

Lack of space available 12% 10% 20% 13% 4% 0%

Others 4% 0% 0% 7% 39% 0%

187


Base 954 117 98 19 18 0






44% 42% 71% 58% 56% 0%


12% 15% 11% 11% 28% 0%


2% 7% 2% 0% 6% 0%




8% 6% 1% 11% 17% 0%


Others 4% 1% 0% 0% 0% 0%


Base 954 13 35 3 0 15






44% 62% 71% 33% 0% 13%


12% 0% 17% 33% 0% 20%


2% 0% 0% 0% 0% 0%




8% 0% 0% 0% 0% 0%


Others 4% 0% 0% 0% 0% 0%

188

Barriers to Using CSC (LLII): By State

TotalAndhra Pradesh


Base 954 30 104 61 1 34






44% 37% 46% 57% 0% 32%


12% 33% 15% 13% 0% 6%


2% 20% 0% 0% 0% 0%




8% 3% 3% 3% 0% 3%


Others 4% 0% 0% 0% 0% 3%



Maharashtra Manipur

Base 954 2 61 54 30 66






44% 0% 57% 46% 13% 32%


12% 0% 13% 19% 50% 2%


2% 0% 0% 4% 7% 0%




8% 0% 5% 9% 13% 9%


Others 4% 0% 0% 0% 37% 0%

189


Base 954 52 3 157 81 59






44% 90% 67% 47% 36% 56%


12% 8% 33% 6% 9% 10%


2% 4% 0% 0% 3% 5%




8% 2% 0% 2% 32% 10%


Others 4% 0% 0% 0% 0% 0%


Base 954 47 109 0 3

Distance of the CSC 14% 17% 11% 0% 33%

Frequent power cuts 33% 47% 23% 0% 33%

High service charges 14% 6% 12% 0% 0%

Limited number of services 56% 79% 46% 0% 33%


44% 40% 24% 0% 0%


12% 6% 11% 0% 33%


2% 2% 0% 0% 0%

Behavior of the VLE 8% 26% 3% 0% 33%

Knowledge level of the VLE 8% 15% 11% 0% 33%


8% 2% 11% 0% 0%

Lack of space available 12% 6% 24% 0% 0%

Others 4% 0% 21% 0% 0%

190

Annexure: About eTech Group, IMRB International The eTech Group has been active in the area of Office Automation; Telecommunications, IT, media and Convergence related markets for over a decade and half. The group has been actively analyzing some of the technologies/markets like: •Telecommunications: Basic & Cellular phone services, Video conferencing Voicemail, VPNs, WAP devices & services, Mobile VAS Usage and Attitude, Web 800, Televoting, Voice Portal Services, Mobile Banking/ Remittance/ Advertising •IT: PCs, servers, printers, language keyboards, software, hardware/software channel management, Internet services, e-commerce, eGovernance, SaaS, Language software etc. •Media/convergence: DTH, Marketing of media time slots by niche channels, Cable channel opportunity for advertising & usage of DVD technology, Opportunity for Edutainment and distance learning services, potential for Tele-medicine application etc. The Group has experience in conducting various client based commissioned and syndicated market research studies over these years.

Address: IMRB International, 8, Balaji Estate,

Guru Ravidass Marg, Kalkaji, New Delhi – 110019

Phone: +91 11 42697800

Website: http://www.imrbint.com

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