Mid Term Assessment of CSC Initiative

April 2010

Prepared For:

Prepared By:

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)

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

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: VLES 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

GLOSSARY
ADO: AID: AMC: B2C: BDO: BFSI: CSC: DIO: DTP: G2C: GF: GOI: ICT: IT: LLII: MHI: NeGP NIC: NICT: NLSP: NREGA: PC: PPP: RAR RoW: SCA: SCRs: SDA : SDC: SDM: SDO: SEC SPV: Assistant Development Officer Alternative for India Development Annual Maintenance Contract Business to Citizen Block Development Officer Banking Financial Services and Insurance Common Service Centre District Informatics Officer Desk top Publishing Government to Citizen Government Functionary Government of India Information & Communication Technology Information Technology Local level intervening institution Monthly Household Income National eGovernance Plan National Informatics Centre Network for Information & Computer Technology National Level Service Provider National Rural Employment Guarantee Act Personal Computer Public Private partnership Rapid Assessment Report Right of Way Service Centre Agency Socio- Cultural Regions State Designated Agency State Data Centre Sub Divisional Magistrate Sub Divisional Officer Socio Economic Profile Special Project Vehicle

 SWAN: UPS: UTL: VHs VLE: VSAT:

State Wide Area Network Uninterrupted Power Supply United Telecom Services Ltd. Village Head Village Level Entrepreneur Very Small Aperture Terminal

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

infrastructure required for the project. Further, some of the potential citizen-centric services lend themselves to aggregation at the national level. To enable the statespecific 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

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). 9

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--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 Chhattisgarh Chhattisgarh

District Raipur Jashpur

10

Chhattisgarh Chhattisgarh Chhattisgarh Chhattisgarh Chhattisgarh Chhattisgarh Chhattisgarh Chhattisgarh Chhattisgarh Chhattisgarh Chhattisgarh Chhattisgarh Chhattisgarh West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal West Bengal

Jashpur Jashpur Jashpur Jashpur Jashpur Jashpur Jashpur Kanker Rajnandgaon Rajnandgaon Rajnandgaon Rajnandgaon Rajnandgaon Jalpaiguri Jalpaiguri Jalpaiguri Jalpaiguri Jalpaiguri Jalpaiguri Jalpaiguri Jalpaiguri Jalpaiguri Jalpaiguri Maldah Maldah Maldah Maldah Maldah Murshidabad Murshidabad Murshidabad Murshidabad Murshidabad Murshidabad

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

11

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--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 VLEs 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.

12

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.

Overall Andhra Pradesh-CMS Andhra Pradesh- Times Assam-Zoom Assam-SREI Bihar-Zoom Bihar-SREI Bihar- SARK Chhattisgarh-Zoom Chhattisgarh- AISECT Gujarat-CMS Himachal Pradesh-Zoom Himachal Pradesh-Tera Software

Base 1050 24 14 34 27 2 35 42 18 13 77 36 30

Yes 55.6% 8.3% 7.1% 58.8% 85.2% .0% 88.6% 31.0% 55.6% 53.8% 44.2% 44.4% 63.3%

No 44.4% 91.7% 92.9% 41.2% 14.8% 100.0% 11.4% 69.0% 44.4% 46.2% 55.8% 55.6% 36.7%

13

Jharkhand-Zoom Jharkhand- AID Jharkhand- UTL Madhya Pradesh-CMS Madhya Pradesh- Reliance Madhya Pradesh- 3i Madhya Pradesh- NICT Maharashtra-Spanco Maharashtra-CMS Maharashtra- Reliance Manipur-Zoom Meghalaya-BASIX Nagaland-Tera Software Orissa-Zoom Orissa-SREI Orissa-BASIX Rajasthan-Zoom Rajasthan-CMS Tamil Nadu-SREI Uttar Pradesh-SREI Uttar Pradesh-CMS West Bengal-SREI J&K- J&K Bank Uttarakhand- Reliance

30 17 48 8 19 5 19 27 26 35 31 28 5 44 39 34 25 31 60 43 24 47 13 40

50.0% 82.4% 62.5% 12.5% 63.2% 100.0% 78.9% 85.2% .0% 5.7% 93.5% 100.0% 20.0% 27.3% 87.2% 79.4% 32.0% 38.7% 93.3% 76.7% 20.8% 78.7% 23.1% 15.0%

50.0% 17.6% 37.5% 87.5% 36.8% .0% 21.1% 14.8% 100.0% 94.3% 6.5% .0% 80.0% 72.7% 12.8% 20.6% 68.0% 61.3% 6.7% 23.3% 79.2% 21.3% 76.9% 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 VLEs 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.

14

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 4 1 1 2 3

Bihar-SREI Bihar- SARK Chhattisgarh- AISECT Himachal Pradesh-Zoom Himachal Pradesh-Tera Software

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 15

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.

16

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.

17

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.

18

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

19

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.

20

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,

21

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 56 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. 2. 3. 4. Regulators Providers Receivers Facilitators

Figure 1: CSC Stakeholders

22

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

Receivers

Citizens Village Heads LLI (Local Intervening Institution) SCA (Service Center Agency) VLE (Village Level Entrepreneur) SDA (State Designated Agency) Government Agencies NLSP (National Level Service Provider)

Providers

Regulators

Facilitators

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

23

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)

24

SCAs Selected per State and Mandated CSCs

Figure 4: SCAs within Each State

Source: http://www.csc-india.org/ (25th April 2010)

25

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.
Research Design
The VLE and the Village Head helped us in understanding the relationship and impact of CSC scheme on government agencies & local intervening institutions

Primary Research

Quantitative Phase- Data collection

Field Interviews

Qualitative
--Profiling information on CSCs, VLEs and SCAs collected from concerned SCAs. --Information captured via Email and Telephonic follow- ups Preliminary Inputs & Insights
SCA

Quantitative
CITIZENS
VLE

NLSP SDA Government Agencies

Village Head LLI

Figure 5: Research Design

26

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. 2. 3. 4. 5. 6. 7. Village Level Entrepreneurs (VLE) Citizens CSC users (Nodal village) Citizens CSC non-users (Nodal Village) Citizens CSC users (Surrounding village) Citizens CSC non-users (Surrounding Village) Opinion Leaders/Village Heads 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.

27

Figure 6: Building Blocks of Sampling Design

Figure 7: Levels of Sampling Design

28

Coverage of all SCAs (Wherever database was available)

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

Selection of all SCRs in a state

From each of the 3 strata The required number of CSCs were selected

Figure 8: Sampling Methodology - Selection of CSCs

Detailed sample size covered during the study is given below: Segment
Citizens Listing Citizen Main User Citizen Main Non-user Village Head LLII VLE CSC

Total Sample Size 113648 13754 6814 1674 3410 1730 1727

Table 4: Sample Size - Quantitative Module

29

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 SCAs NLSPs (National Level Service Providers) SDAs Local level Government Functionaries (BDOs, Collectors etc) referred to as GF in the report
Table 5: Sample Size - Qualitative Module

Total 13 5 9 49

Details of the CSCs visited during the study by state and SCA are given below: State
Andhra Pradesh Assam

SCA
CMS Times Zoom SREI SREI SARK ZOOM AISECT ZOOM CMS ZOOM Tera UTL Zoom AID Spanco

Sample
52 39 45 47 46 58 55 43 43 110 39 39 56 51 46 45 45 45 33 32 10 47 47 48 39 36 75 54 58 90 30

Bihar

Chhattisgarh Gujarat Himachal

Jharkhand

Maharashtra Manipur Meghalaya Nagaland Orissa

CMS Reliance Zoom Basix Tera Zoom SREI Basix CMS Zoom SREI CMS SREI CMS NICT

Rajasthan Tamilnadu Uttar Pradesh Madhya Pradesh

30

3i Infotech Reliance West Bengal Uttaranchal J&K SREI Reliance J&K Bank

10 56 72 59 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.

31

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 nonoperational, 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.

Operational CSCs
Non Operational CSCs 42%

CSCs closed Status of non- operational CSCs after opening 10%

Operational CSCs 58%

CSCs not yet open 90%

Figure 10: Operational CSCs Status

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

32

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.

National Headquarters

Regional Managers/Project Managers

District Managers

Block Managers

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--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

33

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 Indias 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. AISECTs 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

34

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

35

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 EGovernance 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.

36

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 90012000 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 SIs 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.

37

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, diecasting, 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.

38

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

39

that while as per the database, the VLE was female but actually CSC was being run by the VLEs 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 40

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.

No 45% Yes 55%

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.

41

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.).
Villages

7 Villages 35%

1 Village 13% 2 Villages 4% 3 Villages 11% 4 Villages 11% 5 Villages 10%

6 Villages 16%

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).

42

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.

43

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.

44

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) 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

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.

45

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 Desktop / Laptops Printers Webcams Digital Cameras Scanners Photocopying Machines CD / DVD Writers

Mean 1.2 1.1 0.5 0.6 0.7 0.5 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.

46

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.

47

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

48

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

49

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 VLEs net income.

50

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 Tables / Desk Chairs Tube lights Electric Lamps / Bulbs Ceiling Fans Table Fan Television Radio Mobile Mean number per CSC 2.1 2.9 1.6 1.6 1.2 1.3 1.2 1.4 1.4

Table 8: Physical Infrastructure found to be in Working Condition

51

New vs. Refurbished

Refurbished 9%

New 91%

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.

52

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 Overall Andhra Pradesh-CMS Andhra Pradesh- Times Assam-Zoom Assam-SREI Bihar-Zoom Bihar-SREI Bihar- SARK Chhattisgarh-Zoom Chhattisgarh- AISECT Gujarat-CMS Himachal Pradesh-Zoom Himachal Pradesh-Tera Software Jharkhand-Zoom Jharkhand - AID Jharkhand- UTL 1674 51 36 45 46 55 47 58 36 39 110 37 38 51 45 54

Yes 45.9% 58.8% 16.7% 71.1% 71.7% 14.5% 66.0% 39.7% 13.9% 20.5% 53.6% 21.6% 47.4% 47.1% 51.1% 53.7%

No 54.1% 41.2% 83.3% 28.9% 28.3% 85.5% 34.0% 60.3% 86.1% 79.5% 46.4% 78.4% 52.6% 52.9% 48.9% 46.3%

53

Madhya Pradesh-CMS Madhya Pradesh- Reliance Madhya Pradesh- 3i Madhya Pradesh- NICT Maharashtra-Spanco Maharashtra-CMS Maharashtra- Reliance Manipur-Zoom Meghalaya-BASIX Nagaland-Tera Software Orissa-Zoom Orissa-SREI Orissa-BASIX Rajasthan-Zoom Rajasthan-CMS Tamil Nadu-SREI Uttar Pradesh-SREI Uttar Pradesh-CMS West Bengal-SREI J&K- J&K Bank Uttarakhand- Reliance

91 51 10 30 27 45 40 33 31 10 47 46 48 34 41 74 56 54 73 27 58

7.7% 27.5% 100.0% 60.0% 81.5% 8.9% 27.5% 97.0% 100.0% 30.0% 89.4% 39.1% 56.3% 64.7% 65.9% 60.8% 37.5% 5.6% 94.5% .0% 8.6%

92.3% 72.5% .0% 40.0% 18.5% 91.1% 72.5% 3.0% .0% 70.0% 10.6% 60.9% 43.8% 35.3% 34.1% 39.2% 62.5% 94.4% 5.5% 100.0% 91.4%

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.

54

Citizens
Village Head, Sarpanch, etc. From VLE or VLE initiative Newspaper Billboards/Posters Another Villager Radio Others From a government office/official Pamphlets From various NGOs Television Through some politician 0% 1% 5% 10% 15% 20% 25% 3% 3% 2% 6% 5% 5% 13% 12% 12% 16% 23%

Figure 26: Source of Awareness Among Citizens

LLIIs
From the CSC operator/VLE Word of mouth Newspaper Village Head/Sarpanch From a government official/office Others Awareness programs like Nukkad Natak Newspaper Television 0% 5% 3% 3% 3% 10% 20% 30% 40% 50% 60% 11% 19% 18% 39% 49%

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 55

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.

VLE
Newspaper Your relatives/Friends From SCA Village Head/Opinion Leader Pamphlets An existing VLE Television Through government Radio Internet 0% 10% 20% 30% 40% 50%

Figure 28: VLEs 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%).

56

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%).

57

Reasons Behind Citizens Not Using CSC Never felt the need of using services available CSC/VLE is unavailable most of the time Negative feedback High Service charges Traditional way is more convenient and reliable Not allowed to use CSC due to caste CSC is too far from home Non availability of services due to no internet connectivity Non availability of services due to power failure Not aware of Services offered Others
Table 10: Reasons behind Citizens Not Using CSC

44% 4% 2% 2% 6% 2% 6% 3% 3% 45% 20%

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.

58

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.

59

Government services Healthcare/ Telemedicine services Commercial services Data collection services Entertainment Financial services Education services Agricultural services

90% 51% 53% 41% 41% 55% 60% 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

60

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.

61

LLIIs
Less frequently Once in 3 months Once in 2 months Once a month 2-3 times a month Once a week 2-3 times a week Daily 0% 3% 5% 10% 15% 20% 25% 30% 12% 14% 4% 7% 24% 26% 10%

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.

62

Total Base BFSI DTP Related Educational Health Bill Payment Government Services Internet 487 7% 2% 16% 12% 11% 24% 12%

Travel Employment Agriculture Others

5% 2% 2% 6%

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

Figure 34: Reasons for Using CSC Scheme - LLIIs

63

Reasons For Not Using CSC - LLIIs Distance of the CSC Frequent power cuts High service charges Limited number of services Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behavior of the VLE Knowledge level of the VLE Higher time taken for service delivery Lack of space available Others
Table 13: Reasons for Not Using CSC - LLIIs

Total 14% 33% 14% 56% 44% 12% 2% 8% 8% 8% 12% 4%

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

64

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.

65

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

66

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 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

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.

67

10.0 CSC Income and Expenditure of VLE

Mean: Rs 2576

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 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

68

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 Maintenance Cost for PC and other IT infrastructure Maintenance cost for non IT infrastructure Rent for premise Staff cost Payment for Internet connection Electricity bill Power back up cost Regular payments made to SCA Cost on the loan
Table 14: Breakup of CSC Operating Expenses

Rs 2685 22% 12% 13% 20% 8% 7% 6% 9% 3%

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.

69

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.

70

No 45%

Yes 55%

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.

Yes 21%

No 79%

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.

71

Overall Andhra Pradesh-CMS Andhra Pradesh- Times Assam-Zoom Assam-SREI Bihar-Zoom Bihar-SREI Bihar- SARK Chhattisgarh-Zoom Chhattisgarh- AISECT Gujarat-CMS Himachal Pradesh-Zoom Himachal Pradesh-Tera Software Jharkhand-Zoom Jharkhand-AID Jharkhand- UTL Madhya Pradesh-CMS Madhya Pradesh- Reliance Madhya Pradesh- 3i Madhya Pradesh- NICT Maharashtra-Spanco Maharashtra-CMS Maharashtra- Reliance Manipur-Zoom Meghalaya-BASIX Nagaland-Tera Software Orissa-Zoom Orissa-SREI Orissa-BASIX Rajasthan-Zoom Rajasthan-CMS Tamil Nadu-SREI Uttar Pradesh-SREI Uttar Pradesh-CMS West Bengal-SREI J&K- J&K Bank Uttarakhand- Reliance

Base 576 2 1 20 23 0 28 13 10 7 34 16 19 15 14 28 1 12 5 14 23 0 2 28 28 1 12 34 27 8 12 55 33 5 37 3 6

Yes 20.5% 50.0% 0.0% 10.0% 0.0% 0.0% 75.0% 46.2% 10.0% 0.0% 5.9% 31.3% 21.1% 6.7% 92.9% 10.7% 0.0% 16.7% 0.0% 0.0% 17.4% 0.0% 0.0% 10.7% 3.6% 100.0% 8.3% 2.9% 7.4% 0.0% 0.0% 27.3% 15.2% 0.0% 59.5% 66.7% 0.0%

No 79.5% 50.0% 100.0% 90.0% 100.0% 0.0% 25.0% 53.8% 90.0% 100.0% 94.1% 68.8% 78.9% 93.3% 7.1% 89.3% 100.0% 83.3% 100.0% 100.0% 82.6% 0.0% 100.0% 89.3% 96.4% 0.0% 91.7% 97.1% 92.6% 100.0% 100.0% 72.7% 84.8% 100.0% 40.5% 33.3% 100.0%

Table 15: Whether VLE paid for the Training received

72

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.

73

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 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 dont have a backbone ready. If your basic infrastructure is not ready, how you can offer G2C services. - SCA

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 nonavailability of the G2C services, footfalls at most CSCs are quite low. This has also 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 resulted in low usage of B2C services and therefore Providers several (NLSPs) National have level Service their

restricted

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

74

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.

75

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 tieup 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 SCAs 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

76

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.

77

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 their office here and we can call them whenever we want HP

They have never contacted us after the first workshop in November 2008 Uttarakhand

78

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.
Awareness Usage

46% 45% 44% 43% 42% 41% 40% 39% 38% 37%

46% 40%

Village Head

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 Integrated service delivery i.e. one stop shop Reasonable service charge Increased convenience Better behavior of the staff at the CSC as compared to govt. Reduced scope of corruption Better service quality Reduction in time required for service delivery Reduced travel time Create Awareness Improved Services
Table 16: Triggers to CSC Usage as per VH

59% 37% 58% 54% 39% 39% 49% 40% 48% 6% 2%

79

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 Frequent power cuts High service charges Limited number of services Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behavior/Knowledge level of the VLE Long waiting time for service delivery Lack of Awareness Others
Table 17: Barriers to CSC Usage as per VH

20% 29% 10% 55% 37% 10% 2% 9% 14% 8% 17%

80

ANNEXURE I: High/ Low performing States and SCA Analysis

High Performing State High Performing SCA Manipur (94%) UTL (91%) Manipur (94%) UTL (89%) Low Performing State Low Performing SCA MP (27%) AISECT (27%) MP (28%) AISECT (27%)

Average CSC operational VLE Found 58% 64%

Average Availability of electricity (Min. 6 Hrs.) Any other initiative like CSC

High Performing State High Performing SCA Manipur (100%), Nagaland (100%) Spanco (100%) AP (67%)

Low Performing State Low Performing SCA Bihar (57%) AID (53%) Uttarakhand (0%) 3i (0%), J&K (0%), AISECT (0%) Meghalaya (0%), Nagaland (0%) AISECT (17%)

85%

23%

NICT (65%) Manipur (87%) SARK (92%)

Weekly off of CSC

46%

Average Floor area of CSC (Mean in sq ft) 146

No power backup

15%

Refurbished equipment being used

9%

High Performing State High Performing SCA J&K (217) Spanco (241) AP (0%), Manipur (0%), Nagaland (0%), J&K (0%) AID (0%) 3i (0%), J&K (0%) UTL (0%), Times (0%) Himachal Pradesh (0%), Uttarakhand (0%) 3i (0%)

Low Performing State Low Performing SCA Gujarat (100) 3i (50) Himachal Pradesh (80%)

Tera Software (47%) West Bengal (23%) AID (57%)

81

Average Laptop /Desktops in working condition (Mean) Printers (Mean)

High Performing State High Performing SCA Tamil Nadu (2.0), West Bengal (2.0), J&K (2.0) J&K (2.0)

Low Performing State Low Performing SCA Jharkhand (0.7) SARK (0.6) Jharkhand (0.6) AID(0.4) Meghalaya (25%) AID (6%)

1.2

1.1

AP (2.0) J&K (1.7) Manipur (100%) Times (100%)

Internet ownership

68%

High Performing State Average High Performing SCA internet connections< 256 Kbps Maharashtra (15%) 54% Spanco (5%) Manipur (90%) 36% NICT (100%) Manipur (84%) 29% NICT (100%)

Low Performing State Low Performing SCA Orissa (74%) 3i (100%) West Bengal (4%) SARK (7%) West Bengal (2%) SARK (4%)

Installation of online monitoring tool

Registration of online monitoring tool

Average

High Performing State High Performing SCA Meghalaya (4%)

Low Performing State Low Performing SCA J&K (93%) J&K (93%)

Any other business apart from running CSC

55% 3i (20%)

82

Training Provided

55%

Meghalaya (100%) 3i (100%) Manipur (100%) Meghalaya (100%) Nagaland (100%) Uttarakhand (100%) 3i (100%) Times (100%)

AP (8%) Times (7%) AP (33%) J&K (33%) J&K (33%)

Satisfaction with the training (Top 2 scores)

68%

High Performing State Average High Performing SCA

Low Performing State Low Performing SCA Chhattisgarh (0%), Manipur (0%), Nagaland (0%), Uttarakhand (0%) 3i (0%), UTL (0%), Times (0%), AISECT (0%)

Tamil Nadu (67%) Availability of any Credit Scheme 16% SREI (35%), Spanco (35%)

High Performing State Average High Performing SCA Meghalaya (86%) Awareness Citizens 19% Basix (54%) Meghalaya (100%) Awareness VH 46% 3i (100%) Meghalaya & Manipur (100%) 3i (100%)

Low Performing State Low Performing SCA J&K (1%) J&K (1%) J&K (0%) J&K (0%) J&K (2%) J&K (2%)

Awareness LLII

40%

83

Average

High Performing State High Performing SCA Meghalaya (47%)

Low Performing State Low Performing SCA HP, J&K & Uttarakhand (0%) AID, AISECT and J&K bank (0%) HP, J&K & Uttarakhand (0%) J&K bank & AISECT (0%) J&K (0%) J&K bank (0%)

CSC usage among Citizens

4% Basix (23%) Nagaland (100%)

CSC usage among VH

40% 3i (100%)

CSC usage among LLII

42%

Meghalaya (93%) NICT (66%)

84

ANNEXURE II: State and SCA wise Tables

VLE Related VLE Gender- by State
Andhra Pradesh 1092 39 90% 79% 10% 21% Himachal Pradesh 67 81% 19%

Total Answering Base Male Female

Assam 61 89% 11%

Bihar 81 95% 5%

Chhattisgarh Gujarat 28 100% 0% 78 99% 1%

Total Jharkhand Answering Base 1092 90% Male Female 10% 118 98% 2%

Madhya Maharashtra Manipur Meghalaya Nagaland Pradesh 53 88 31 28 5 94% 92% 97% 64% 40% 6% 8% 3% 36% 60%

Total Orissa Rajasthan Answering Base 1092 125 Male 90% 88% 61 66% 34%

Tamil Nadu 61 92% 8%

Uttar Pradesh 67 94% 6%

West Bengal 47 100% 0%

J&K Uttarakhand 14 93% 7% 40 98% 3%

Female 10% 12%

VLE Gender- by SCA

Total Answering Base Male Female 1092 90% 10%

Zoom 224 90% 10%

Tera Software 36 78% 22%

SREI 253 94% 6%

Spanco 27 81% 19%

AID 37 97% 3%

85

Total Answering Base Male Female 1092 90% 10%

CMS 195 85% 15%

BASIX 69 81% 19%

Reliance 94 97% 3%

3i 5 80% 20%

J&K 14 93% 7%

Answering Base Male Female

Total 1092 90% 10%

SARK 43 93% 7%

UTL 50 98% 2%

Times 14 79% 21%

AISECT 12 100% 0%

NICT 19 100% 0%

SEC OF VLE By State

Andhra Pradesh 32 94% 6% 0% 0% 0% Himachal Pradesh 57 86% 14% 0% 0% 0%

Total Answering Base SEC - R1 SEC - R2 SEC - R3 SEC - R4 SEC - R5 933 84% 12% 2% 1% 0%

Assam 55 89% 9% 2% 0% 0%

Bihar 70 99% 1% 0% 0% 0%

Chhattisgarh Gujarat 26 81% 12% 8% 0% 0% 38 63% 24% 8% 5% 0%

Total Jharkhand Answering Base SEC - R1 SEC - R2 SEC - R3 SEC - R4 SEC - R5 933 84% 12% 2% 1% 0% 93 69% 20% 4% 6% 0%

Madhya Maharashtra Manipur Meghalaya Nagaland Pradesh 40 74 31 25 5 78% 95% 68% 68% 100% 18% 4% 26% 28% 0% 3% 1% 0% 0% 0% 3% 0% 3% 4% 0% 0% 0% 3% 0% 0%

Orissa 119 84% 11% 4% 0% 1%

86

Total Answering Base SEC - R1 SEC - R2 SEC - R3 SEC - R4 SEC - R5 933 84% 12% 2% 1% 0%

Rajasthan 44 93% 7% 0% 0% 0%

Tamil Nadu 59 80% 12% 5% 2% 2%

Uttar Pradesh 65 94% 5% 2% 0% 0%

West Bengal 46 78% 20% 0% 2% 0%

J&K 14 93% 7% 0% 0% 0%

Uttarakhand 40 90% 8% 3% 0% 0%

SEC OF VLE By SCA

Total Answering Base SEC - R1 SEC - R2 SEC - R3 SEC - R4 SEC - R5 933 84% 12% 2% 1% 0%

Zoom 196 85% 12% 2% 1% 1%

Tera 33 94% 6% 0% 0% 0%

SREI 239 87% 10% 2% 1% 0%

Spanco 27 93% 7% 0% 0% 0%

AI D 31 55% 29% 0% 16% 0%

Total Answering Base SEC - R1 SEC - R2 SEC - R3 SEC - R4 SEC - R5 933 84% 12% 2% 1% 0%

CMS 132 84% 11% 3% 2% 0%

BASIX 62 69% 23% 5% 2% 2%

Reliance 84 90% 6% 2% 1% 0%

3i 5 80% 20% 0% 0% 0%

J&K 14 93% 7% 0% 0% 0%

87

Total Answering Base SEC - R1 SEC - R2 SEC - R3 SEC - R4 SEC - R5 933 84% 12% 2% 1% 0%

SARK 38 97% 3% 0% 0% 0%

UTL 39 67% 21% 10% 3% 0%

Times 9 100% 0% 0% 0% 0%

AISECT 12 83% 8% 8% 0% 0%

NICT 12 67% 25% 8% 0% 0%

Education of VLE By State

Total Answering Base

AP

Assam

Bihar

Chhattis garh 28 0%

Gujarat

HP

Jhar khand 105 7% 43% 13% 32%

1051
3% 32% 12% 41%

36
3% 28%

61
0% 38%

78
6% 35%

79
5% 34% 17% 39%

64
0% 38% 9% 36%

Class 5 9
SSC/HSC Some college (including a dip.) but not graduate

43% 0% 32%
25% 0%

17%
42% 8% 3%

13%
44% 2% 3%

1%
53% 4% 1%

Graduate: General
Post Graduate General Graduate/Post Graduate: Professional

9%
4%

3%
1%

16%
0%

3%
1%

88

Total Answering Base Class 5 9 SSC/HSC Some college (including a dip.) but not graduate Graduate: General Post Graduate General Graduate/Post Graduate: Professional

MP

Mahara shtra 88 1% 25% 13% 40% 16% 6%

Manipur 31 0% 23% 0% 71% 3% 3%

Meghalaya 27

Nagaland 5

1051
3% 32% 12%

47
4% 11% 15% 49%

7%
19% 37% 30% 7% 0%

0%
40% 0% 40% 0% 20%

41%
9% 4%

19%
2%

Total

Orissa 124 1%

Raja sthan

Tamil nadu

Uttar Pradesh

West Bengal

J&K

Uttara khand

Answering Base
Class 5 9 SSC/HSC Some college (including dip.) but not graduate Graduate: General

1051 3%

51
0%

59
2%

67
3%

47
2% 36% 11% 43% 9% 0%

14
0% 50% 7% 36% 7% 0%

40
3% 58% 8% 28% 3% 3%

32%
12% 41% 9%

19%
20% 48% 6%

28%
20% 35% 12% 6%

37%
9% 34% 9% 10%

27%
2% 34% 25% 9%

Post Graduate General

Graduate/Post Graduate: Professional

4%

6%

89

Education of VLE By SCA

Tera Software 34 0% 62% 9% 24% 3% 3%

Total Answering Base Class 5 9 SSC/HSC Some college (including a dip.) but not graduate Graduate: General Post Graduate General Graduate/Post Graduate: Professional 1051 3% 32% 12% 41% 9% 4%

Zoom 218 1% 27% 11% 49% 10% 3%

SREI 249 3% 33% 9% 39% 11% 4%

Spanco 27 4% 26% 7% 33% 19% 11%

AID 31 16% 61% 10% 13% 0% 0%

CMS 187 3% 27% 16% 39% 10% 5%

Total BASIX Reliance Answering Base 1051 Class 5 9 SSC/HSC 3% 32% 68 3% 19% 25% 43% 7% 2% 93 2% 39% 12% 38% 7% 3%

3i 5 0% 0% 20% 40% 40% 0%

J&K Bank 14 0% 50% 7% 36% 7% 0%

SARK 42 2% 31% 0% 60% 5% 2%

UTL 43 5% 30% 16% 40% 5% 2%

Times AISECT NICT 13 0% 31% 15% 46% 8% 0% 12 0% 42% 0% 33% 25% 0% 15 7% 13% 20% 47% 13% 0%

Some college (including a dip.) 12% but not graduate Graduate: 41% General Post Graduate General Graduate/Post Graduate: Professional 9% 4%

90

Investment in setting up a CSC By States

Total Base 936 Andhra Pradesh 38 Assam 61 Bihar 69 Chhattisgarh Gujarat 28 60 HP 66

< Rs. 10,000 Rs.10,000 - <Rs. 20,000 Rs. 20,000 - <Rs. 50,000 Rs. 50,000 - < Rs. 100,000 Rs. 100,000 Rs. 200,000 > Rs. 200,000 Refused

9%

3%

13%

1%

11%

87%

2%

17%
38% 20% 10%

5%
21% 37% 34%

5%
52% 21% 5%

1%
87% 7% 1%

46%
7% 18% 0%

2%
0% 2% 0%

39%
9% 41% 8%

5%
2% 49,483

0%
0% 85,714

3%
0% 57,164

1%
0% 40,341

18%
0% 155,500

0%
10% 7,688

2%
0% 56,730

Mean

Total Jharkhand
Base 936 89

MP Maharashtra Manipur Meghalaya Nagaland Orissa

46 77 31 3 4 95

< Rs. 10,000 Rs.10,000 - <Rs. 20,000 Rs. 20,000 - <Rs. 50,000

9% 17% 38% 20% 10% 5% 2%

49,483

1% 30% 56% 6% 4% 2% 0%
53,154

2% 20% 15% 17% 24% 15% 7%

46,818

3% 14% 19% 12% 21% 26% 5%

79,444

6% 39% 23% 32% 0% 0% 0%

36,295

0% 0% 0% 67% 0% 0% 33%
55,000

25% 0% 50% 25% 0% 0% 0%

5% 15% 45% 28% 3% 0% 3%

Rs. 50,000 - < Rs. 100,000

Rs. 100,000 Rs. 200,000 > Rs. 200,000 Refused Mean

26,667 37,983

91

Total
Base 936

Rajasthan 55 5% 9% 18% 38%

Tamil Nadu 59 0% 0% 58% 20%

Uttar Pradesh 60 7% 0% 65% 7%

West Bengal 46 0% 2% 63% 24%

J&K 13 0% 0% 31% 69%

Uttarakh and 36 0% 89% 11% 0%

< Rs. 10,000 Rs.10,000 - <Rs. 20,000 Rs. 20,000 - <Rs. 50,000 Rs. 50,000 - < Rs. 100,000 Rs. 100,000 Rs. 200,000 > Rs. 200,000 Refused Mean

9% 17% 38% 20%

10%
5% 2% 49,483

24%
5% 0% 89,633

19%
3% 0% 74,454

20%
2% 0% 63,095

9%
2% 0% 41,630

0%
0% 0% 48,462

0%
0% 0% 13,322

Investment in setting up a CSC by SCA

Total Base < Rs. 10,000 Rs.10,000 <Rs. 20,000 Rs. 20,000 <Rs. 50,000 Rs. 50,000 - < Rs. 100,000 Rs. 100,000 Rs. 200,000 > Rs. 200,000 Refused Mean 936 9% 17% 38% 20% 10% 5% 2% 49,483

Zoom 217 6% 39% 22% 27% 3% 2% 0% 43,649

Tera 34 6% 29% 21% 32% 9% 3% 0% 78,796

SREI 243 1% 0% 67% 20% 10% 2% 0%

Spanco 26 0% 0% 4% 4% 31% 54% 8%

AID 15 0% 7% 67% 7% 13% 7% 0%

CMS 157 35% 3% 11% 20% 20% 4% 6% 51,000

BASIX Reliance 17 29% 0% 29% 24% 0% 0% 18% 23,231 87 2% 59% 21% 10% 5% 3% 0% 20,034

3i 5 20% 0% 60% 0% 0% 0% 20% 27,500

55,979 114,500 66,000

92

Total Base < Rs. 10,000 Rs.10,000 - <Rs. 20,000 Rs. 20,000 - <Rs. 50,000 Rs. 50,000 - < Rs. 100,000 Rs. 100,000 Rs. 200,000 > Rs. 200,000 Refused Mean 936 9% 17% 38% 20% 10% 5% 2% 49,483

J&K 13 0% 0% 31% 69% 0% 0% 0% 48,462

SARK 36 3% 3% 89% 3% 0% 3% 0% 36,786

UTL 43 2% 0% 84% 9% 5% 0% 0% 40,556

Times 14 7% 7% 43% 21% 21% 0% 0% 26,667

AISECT 12 8% 25% 17% 17% 0% 33% 0% 105,833

NICT 17 0% 0% 6% 6% 59% 29% 0% 150,000

Availability of any Credit Scheme by States

Total Base 941 Andhra Pradesh 37 Assam 59 Bihar 47 Chhattisgarh 28 Gujarat 65 HP 66

Yes
No

16%
84%

8%
92%

14%
86%

4%
96%

0%
100%

2%
98%

3%
97%

Total Base 941

Jharkhand MP 79 42

Maharashtra Manipur Meghalaya Nagaland Orissa 81 31 27 5 112

Yes

16%

4%

5%

22%

0%

37%

0%

33%

No

84%

96%

95%

78%

100%

63%

100%

67%

93

Total Base 941

Uttar Rajasthan Tamil Nadu Pradesh 50 60 58

West Bengal 45

J&K 13

Uttarak hand 36

Yes No

16% 84%

24% 76%

67% 33%

2% 98%

18% 82%

8% 92%

0% 100%

Availability of any Credit Scheme by SCAs

Total Base 941 Zoom 208 Tera 35 SREI 232 Spanco 26 AID 14 CMS 158 BASIX Reliance 58 86 3i 5

Yes No

16% 84%

4% 96%

6% 94%

35% 65%

35% 65%

21% 79%

12% 88%

26% 74%

7% 93%

0% 100%

Total Base 941

J&K
13

SARK
24

UTL
41

Times
13

AISECT
12

NICT
16

Yes No

16% 84%

8% 92%

4% 96%

0% 100%

0% 100%

0% 100%

13% 88%

94

Operating Expenses*: By State

Total
Answering Base Mean (in Rs.) 633 2685

Andhra Pradesh
28 3441

Assam
46 3363

Bihar
24 2558

Chhatisgarh Gujarat
16 2631 14 1175

Himachal Jharkhand Pradesh

44 2017 38 1698

Total
Answering Base Mean (in Rs.) 633 2685

Madhya Maharashtra Manipur Meghalaya Nagaland Pradesh

31 2338 35 5200 31 2623 22 2255 3 2667

Orissa
76 1493

Rajasthan
45 3570

Total
Answering Base Mean (in Rs.) 633 2685

Tamil Nadu
57 2761

Uttar Pradesh
45 3374

West Bengal
47 3144

J&K
10 2700

Uttarakhand
21 1138

Total
Answering Base 633

Zoom
139

Tera Software
30

SREI
209

Spanco
15

AID
6

Mean (in Rs.)

2685

2411

2382

2888

4460

1217

Total
Answering Base Mean (in Rs.) 633 2685

CMS
71 3057

BASIX
40 1674

Reliance
56 3078

3i
4 450

J&K
10 2700

Total
Answering Base Mean (in Rs.) 633 2685

SARK
7 2600

UTL
21 2205

Times
9 2167

AISECT
7 3014

NICT
9 2778

95

Average Monthly CSC income State Wise

Total Answering Base Less than Rs 3,000 Rs 3,001-Rs 5,000
Rs 5,001-Rs 7,500 Rs 7,501-Rs 10,000 More than Rs 10,000 Mean

Andhra Pradesh 35 37% 54%

9% 0%

Assam 56 70% 23%

4% 0%

Bihar 35 71% 17%

3% 3%

Chhatisgarh 13 77% 8%
8% 8%

Gujarat 22 91% 9%
0% 0%

Himachal Pradesh Jharkhand 32 72% 3%

9% 9%

654 74% 14%

7% 3%

38 87% 11%
0% 3%

2%
2,576

0%
3,264

4%
2,643

6%
2,900

0%
2,615

0%
1,727

6%
3,391

0%
1,954

Total Answering Base Less than Rs 3,000 Rs 3,001-Rs 5,000

Rs 5,001-Rs 7,500 Rs 7,501-Rs 10,000 More than Rs 10,000 Mean

Madhya Pradesh Maharashtra 36 78% 11%

11% 0%

Manipur Meghalaya Nagaland 31 19% 16%

36% 19%

Orissa 89 91% 6%
1% 1%

Rajasthan 38 87% 5%
5% 0%

654 74% 14%

7% 3%

25 72% 4%
16% 4%

28 75% 14%
11% 0%

3 100% 0%
0% 0%

2%
2,576

0%
2,306

4%
3,090

10%
6,056

0%
2,366

0%
1,500

1%
1,899

3%
2,171

Total
Answering Base Less than Rs 3,000 Rs 3,001-Rs 5,000 654 74% 14% 7%

Tamil Nadu 51 78% 12% 10%

Uttar Pradesh 50 74% 22% 2%

West Bengal 45 76% 18% 7%

J&K
12 92% 0% 0%

Uttarakhand
15 73% 13% 7%

Rs 5,001-Rs 7,500
Rs 7,501-Rs 10,000 More than Rs 10,000 Mean

3%
2% 2,576

0%
0% 2,260

2%
0% 2,290

0%
0% 2,261

8%
0% 2,104

7%
0% 2,633

96

Average Monthly CSC income SCA Wise

Total Answering Base Less than Rs 3,000 Rs 3,001-Rs 5,000 Rs 5,001-Rs 7,500
Rs 7,501-Rs 10,000

Zoom 140 73% 12% 9%

4%

Tera Software 23 61% 4% 13%

13%

SREI 219 77% 15% 6%

1%

Spanco 17 71% 6% 18%

0%

AID 6 67% 33% 0%

0%

654 74% 14% 7%

3%

More than Rs 10,000 Mean

2% 2,576

2% 2,757

9% 4,130

2% 2,404

6% 3,132

0% 2,333

Total Answering Base

CMS

BASIX

Reliance

3i

J&K

654 74% 14% 7% 3%

2%

79 67% 25% 6% 0%
1%

54 82% 13% 6% 0%
0%

36 72% 17% 6% 6%
0%

5 100% 0% 0% 0%
0%

12 92% 0% 0% 8%
0%

Less than Rs 3,000 Rs 3,001-Rs 5,000 Rs 5,001-Rs 7,500 Rs 7,501-Rs 10,000

More than Rs 10,000

Mean

2,576

2,573

2,088

2,583

1,500

2,104

Average Monthly CSC income SCA Wise

Total Answering Base Less than Rs 3,000

SARK

UTL

Times

AISECT

NICT

654
74% 14%

13
77% 8%

18
89% 6%

11
64% 36%

8
63% 13%

13
69% 0%

Rs 3,001-Rs 5,000
Rs 5,001-Rs 7,500 Rs 7,501-Rs 10,000

7%
3% 2%

0%
8% 8%

0%
6% 0%

0%
0% 0%

13%
13% 0%

31%
0% 0%

More than Rs 10,000 Mean

2,576

3,096

2,042

2,409

3,313

2,962

97

Training provided to VLE by SCA: By States

Total Answering 1046 Base VLEs 55% Trained AP Assam Bihar Chhatis Gujarat HP garh Jharkha nd MP Maha Manipur rashtra

38
8%

61
71%

79
56%

28
50%

77
44%

66
53%

95
62%

51
65%

88
28%

31
94%

Total Meghalaya
Answering 1046 Base VLEs 55% Trained 28

Nagal Orissa and

5 117

Rajas than
56

Tamil Nadu
60

Uttar Pradesh
67

West Bengal
46

J&K
13

Uttra khand
40

100%

20%

62%

36%

93%

57%

78%

23%

15%

Training provided to VLEs by SCA: by SCA

Total Answering Base % of VLEs Trained
1046

Zoom
218

Tera Software 35

SREI
250

Spanco
27

AID
17

CMS
190

BASIX
62

55%

50%

57%

85%

85%

82%

28%

89%

Total

Reliance

3i

J&K Bank

SARK

UTL

Times

AISECT

NICT

Answering Base
% of VLEs Trained

1046

94

13

42

48

14

12

19

55%

21%

100%

23%

31%

63%

7%

50%

79%

98

If any amount paid for training- by State

Total Answering Base
Yes

Andhra Pradesh 3 33% 67%

Assam 43 5% 95%

Bihar 41 66% 34%

Chhattisgarh 14 7% 93%

Gujarat 34 6% 94%

Himachal Pradesh 35 26% 74%

No

572 21% 79%

Total Answering Base

Yes No

Jharkhand 57 30% 70%

Madhya Pradesh 32 6% 94%

Maharashtra 25 16% 84%

Manipur 28 11% 89%

Meghalaya 28 4% 96%

Nagaland 1 100% 0%

572 21% 79%

Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal Answering Base
Yes
No

J&K 3 67% 33%

Uttarakhand 6 0% 100%

572 21% 79%

73 5% 95%

20 0% 100%

55 27% 73%

38 13% 87%

36 61% 39%

If any amount paid for training- by SCA

Answering Base
Yes No

Total 572 21% 79%

Zoom 107 12% 88%

Tera Software 20 25% 75%

SREI 209 31% 69%

Spanco 23 17% 83%

AID 14 93% 7%

Answering Base
Yes
No

Total 572 21% 79%

CMS 54 6% 94%

BASIX 55 5% 95%

Reliance 20 10% 90%

3i 5 0% 100%

J&K 3 67% 33%

Answering Base
Yes No

Total 572 21% 79%

SARK 13 46% 54%

UTL 28 11% 89%

Times 1 0% 100%

AISECT 6 0% 100%

NICT 14 0% 100%

99

Satisfaction with the training provided: By state

Base Total
Andhra Pradesh Assam Bihar
Chhattisgarh Gujarat

Highly satisfied
27%

Somewhat satisfied
41%

Neither satisfied nor dissatisfied

12%

Somewhat dissatisfied
6%

Highly dissatisfied
13%

570

Himachal Pradesh Jharkhand

Madhya Pradesh Maharashtra

Manipur Meghalaya
Nagaland Orissa

3 43 42 14 33 35 57 33 25 29 27 1
73

33% 30% 10% 36% 18% 26% 11% 24% 24% 41% 33% 0%
53%

0% 40% 50% 21% 36% 49% 25% 52% 28% 59% 67% 100%
33%

33% 16% 17% 21% 24% 17% 7% 15% 20% 0% 0% 0%

8%

33% 0% 5% 21% 9% 3% 16% 0% 12% 0% 0% 0%

3%

0% 14% 19% 0% 12% 6% 42% 9% 16% 0% 0% 0%

3%

Rajasthan
Tamil Nadu Uttar Pradesh

20 56 35
35

30% 21% 40%

9%

50% 55% 23%

34%

10% 5% 14%
14%

5% 11% 3%
11%

5% 7% 20%
31%

West Bengal J&K Uttarakhand

3 6

0% 33%

33% 67%

67% 0%

0% 0%

0% 0%

Satisfaction with the training provided: By SCA

Total 570 Total Operational 27% Highly satisfied 41% Somewhat satisfied Neither satisfied nor dissatisfied 12% 6% Somewhat dissatisfied 13% Highly dissatisfied 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%

Total 570 Total Operational 27% Highly satisfied 41% Somewhat satisfied Neither satisfied nor dissatisfied 12% 6% Somewhat dissatisfied 13% Highly dissatisfied

AID 14 21% 14% 14% 29% 21%

CMS 53 19% 38% 23% 8% 13%

BASIX 54 44% 52% 2% 0% 2%

Reliance 20 15% 60% 5% 0% 20%

100

Satisfaction with the training provided: By SCA

Total Operational Highly satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Highly dissatisfied Total 570 27% 41% 12% 6% 13% 3i 5 20% 80% 0% 0% 0% J&K 3 0% 33% 67% 0% 0% SARK 12 8% 58% 8% 0% 25% UTL 28 11% 36% 7% 14% 32%

Total 570 Total Operational 27% Highly satisfied 41% Somewhat satisfied Neither satisfied nor dissatisfied 12% 6% Somewhat dissatisfied 13% Highly dissatisfied

Times 1 100% 0% 0% 0% 0%

AISECT 6 50% 33% 17% 0% 0%

NICT 15 40% 40% 20% 0% 0%

Any other business apart from running CSC- by State

Total
Answering Base
Yes No

944 55% 45%

Andhra Pradesh 37 59% 41%

Assam 60 50% 50%

Bihar 64 59% 39%

Chhattisgarh 22 64% 36%

Gujarat 65 45% 55%

Himachal Pradesh 66 77% 23%

Total Answering Base

Yes

No

944 55% 45%

Jharkhand 88 49% 51%

Madhya Pradesh 44 45% 55%

Maharashtra Manipur 69 31 75% 39% 25% 61%

Meghalaya 27 4% 96%

Nagaland 5 20% 80%

Answering Base
Yes No

Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K Uttarakhand 944 114 53 56 51 46 14 32 55% 64% 47% 57% 39% 39% 93% 84% 45% 36% 53% 43% 61% 61% 7% 16%

101

Any other business apart from running CSC- by SCA

Answering Base
Yes No

Total 944 55% 45%

Zoom 213 56% 44%

TeraSoftware 35 89% 11%

SREI 234 51% 48%

Spanco 25 76% 24%

AID 17 59% 41%

Answering Base
Yes
No

Total 944 55% 45%

CMS 147 51% 49%

BASIX 59 36% 64%

Reliance 83 75% 25%

3i 5 20% 80%

J&K 14 93% 7%

Answering Base
Yes No

Total 944 55% 45%

SARK 34 56% 44%

UTL 40 38% 63%

Times 13 46% 54%

AISECT 9 22% 78%

NICT 16 50% 50%

102

Duration for setting up a CSC after applying by States

Total
Base 892 Andhra Pradesh 38

Assam
58

Bihar
52

Chhattisgarh
28

Gujarat
59

HP
52

Less than 15 days

18%

11%

7%

25%

18%

24%

25%

15 days 1 month 1 2 months

2- 3 months 3 - 6 months

22% 18%
11% 15%

18% 21%
16% 18%

17% 31%
12% 31%

25% 17%
6% 6%

18% 7%
0% 4%

34% 14%
12% 5%

17% 40%
12% 4%

> 6 months

16%

16%

2%

21%

54%

12%

2%

Duration for setting up a CSC after applying by States

Total
Base 892 Jharkhand 83 MP 43 Maharashtra Manipur Meghalaya Nagaland 66 31 28 4 Orissa 101

Less than 15 days 15 days 1 month 1 2 months 2- 3 months 3 - 6 months > 6 months

18%

10%

28%

6%

3%

21%

0%

31%

22%
18% 11% 15% 16%

18%
14% 11% 18% 29%

23%
14% 16% 12% 7%

11%
11% 14% 26% 33%

39%
55% 0% 0% 3%

64%
11% 4% 0% 0%

0%
75% 25% 0% 0%

26%
29% 8% 5% 2%

103

Duration for setting up a CSC after applying by States

Total Base 892 Rajasthan Tamil Nadu 54 60 Uttar Pradesh 52 West Bengal 46 J&K 13 Uttarakhand 24

Less than 15 days

18%

43%

20%

4%

0%

23%

8%

15 days 1 month
1 2 months 2- 3 months

22%
18% 11%

39%
9% 6%

15%
10% 18%

4%
8% 19%

2%
7% 9%

8%
8% 15%

33%
13% 25%

3 - 6 months
> 6 months

15%
16%

2%
2%

25%
12%

38%
27%

37%
46%

46%
0%

8%
13%

104

Duration for setting up a CSC after applying by SCAs

Total
Base 892

Zoom
192

Tera
31

SREI
237

Spanco
26

AID
13

CMS
139

BASIX Reliance
58 73

3i
5

Less than 15 days 15 days 1 month 1 2 months

18%

16%

16%

13%

4%

15%

25%

28%

10%

20%

22%
18% 11% 15%

34%

13%

11%

8%

0%

22%

47%

21%

60%

24%

45%

17%

19%

38%

13%

17%

11%

0%

2- 3 months

6%

16%

13%

23%

23%

14%

5%

18%

20%

3 - 6 months

8%

6%

27%

31%

23%

14%

2%

14%

0%

> 6 months

16%

12%

3%

19%

15%

0%

13%

2%

27%

0%

Duration for setting up a CSC after applying by SCAs

Total
Base 892

J&K
13

SARK
23

UTL
40

Times
14

AISECT
12

NICT
16

Less than 15 days

18% 22% 18% 11% 15%

23% 8% 8% 15% 46%

26% 30% 17% 4% 9%

10% 18% 18% 8% 13%

21% 36% 29% 7% 0%

33% 8% 0% 0% 8%

50% 13% 19% 6% 0%

15 days 1 month

1 2 months

2- 3 months

3 - 6 months

> 6 months

16%

0%

13%

35%

7%

50%

13%

105

Source of awareness for VLE: By SCA

Total
Answering Base 1011 42% 38% 23% 12% 7% 7%
5%

Zoom
216 48% 47% 27% 13% 6% 6%
6%

Tera
35 29% 43% 14% 11% 9% 0%
9%

SREI
242 45% 38% 17% 7% 7% 12%
5%

Spanco
27 96% 30% 22% 7% 7% 7%
19%

AID
21 33% 29% 10% 10% 5% 10%
19%

Newspaper Your relatives/friends From SCA Village head/opinion leader An existing VLE Pamphlets

Television
Radio

3% 3% 1%

1% 0% 1%

0% 3% 6%

2% 4% 0%

0% 0% 0%

62% 0% 0%

Through Government Sources

Internet

Total
Answering Base 1011 42% 38% 23% 12% 7% 7%
5%

CMS
184 36% 32% 28% 19% 3% 4%
3%

BASIX
60 33% 30% 33% 27% 23% 8%
2%

Reliance
92 37% 42% 24% 5% 2% 1%
4%

3i
5 0% 0% 60% 60% 0% 20%
0%

J&K
13 62% 46% 0% 15% 8% 8%
15%

Newspaper Your relatives/friends From SCA Village head/opinion leader An existing VLE Pamphlets Television Radio

3% 3% 1%

4% 6% 3%

0% 2% 0%

0% 1% 1%

0% 0% 0%

0% 0% 0%

Through Government Sources

Internet

106

Total
Answering Base 1011 42% 38% 23% 12% 7% 7%
5%

SARK
29 28% 31% 17% 14% 3% 7%
0%

UTL
43 30% 47% 28% 5% 5% 9%
0%

Times
14 57% 29% 7% 14% 14% 14%
0%

AISECT
12 25% 25% 17% 8% 17% 17%
17%

NICT
18 44% 33% 11% 0% 44% 0%
0%

Newspaper Your relatives/friends From SCA Village head/opinion leader An existing VLE Pamphlets

Television
Radio

3% 3% 1%

0% 0% 0%

0% 2% 0%

0% 0% 0%

8% 25% 0%

6% 0% 0%

Through Government Sources

Internet

Source of awareness for VLE: By State

Total
Answering Base 1011

Andhra Pradesh
38

Assam
60

Bihar
62

Chhatisgarh Gujarat
27 75

Himachal Jharkhand Pradesh

66 94

Newspaper Your relatives/friends From SCA Village head/opinion leader An existing VLE Pamphlets
Television

42% 38% 23% 12% 7% 7%

5%

47% 24% 11% 37% 8% 16%

3%

53% 50% 15% 7% 8% 8%

3%

39% 27% 15% 11% 6% 11%

2%

22% 44% 22% 4% 11% 7%

7%

3% 24% 41% 23% 7% 1%

1%

64% 26% 30% 21% 5% 8%

9%

29% 43% 23% 4% 7% 7%

4%

Radio
Through Government Sources

3% 3% 1%

3% 8% 3%

0% 2% 3%

3% 0% 0%

4% 15% 0%

1% 9% 0%

0% 0% 3%

15% 1% 0%

Internet

107

Total Answering Base Newspaper

Your relatives/friends

Madhya Pradesh 49 39%

31%

Maharashtra 85 65%
36%

Manipur 31 10%
81%

Meghalaya 28 46%
29%

Nagaland 5 20%
20%

Orissa 114 38%

42%

1011 42%
38%

From SCA
Village head/opinion leader

23% 12% 7% 7% 5% 3% 3% 1%

27% 14% 18% 4% 0% 8% 0% 0%

21% 2% 4% 2% 11% 0% 0% 7%

29% 29% 3% 10% 0% 0% 0% 0%

29% 39% 18% 14% 0% 0% 0% 0%

20% 0% 20% 0% 40% 0% 20% 0%

34% 9% 13% 5% 10% 0% 2% 1%

An existing VLE Pamphlets Television Radio Through Government Sources Internet

Total
Answering Base 1011

Rajasthan Tamil Nadu

54 59

Uttar Pradesh
66

West Bengal
45

J&K
13

Uttarakhand
40

Newspaper Your relatives/friends From SCA Village head/opinion leader An existing VLE Pamphlets
Television

42% 38% 23% 12% 7% 7%

5%

63% 44% 35% 11% 0% 6%

9%

22% 59% 12% 8% 5% 7%

0%

59% 24% 17% 5% 0% 15%

5%

60% 29% 2% 9% 11% 2%

4%

62% 46% 0% 15% 8% 8%

15%

43% 50% 13% 8% 0% 3%

0%

Radio
Through Government Sources

3% 3% 1%

2% 0% 2%

2% 7% 0%

5% 2% 0%

4% 7% 0%

0% 0% 0%

0% 3% 0%

Internet

108

CSC Related

Average Distance from Nearest Town By State

Total Base Average Distance (in km) 1535 14 Total Base Average Distance (in km) 1535 14 Total Base Average Distance (in km) 1535 14 Total Base Average Distance (in km) 1535 14 Andhra Pradesh 72 23 Assam 89 13 Bihar 141 7 Chhattisgarh 73 11 Gujarat 109 21

Himachal Jharkhand Pradesh 128 7 164 12

Madhya Maharashtra Manipur Pradesh 95 23 Orissa 72 14 J&K 21 16 30 21 73 13

Meghalaya Nagaland 5 10 Uttar Pradesh 101 8 132 18 West Bengal 71 20

Rajasthan Tamil Nadu 30 29 Uttarakhand 56 6 73 7 -

Average Distance from Nearest Town By SCA

Total Base Average Distance (in km) 1535 14 Total Base Average Distance (in km) 1535 14 Zoom 317 12 CMS 369 17 Tera Software 41 19 BASIX 77 22 SREI 327 11 Reliance 131 10 Spanco 26 35 3i 10 12 AID 39 12 J&K Bank 21 16

109

Total Base Average Distance (in km) 1535 14

SARK 44 6

UTL 46 6

Times 25 21

AISECT 38 11

NICT 24 11

Number of Villages Covered Per CSC By State

State Answering Base: 1 Village 2 Villages 3 Villages 4 Villages 5 Villages 6 Villages 7 Villages <7 Villages Mean Total 815 13% 4% 10% 10% 10% 16% 35% 0% 4.9 Andhra Chhatis Assam Bihar Gujarat Pradesh garh 38 29% 0% 5% 8% 3% 5% 50% 0% 4.7 50 6% 4% 18% 32% 20% 6% 14% 0% 4.3 45 0% 2% 2% 13% 11% 4% 67% 0% 6.1 26 4% 0% 12% 8% 15% 46% 15% 0% 5.3 50 66% 6% 20% 4% 0% 2% 2% 0% 1.8 HP 52 23% 2% 8% 14% 10% 15% 25% 4% 4.5 Jhar khand 54 9% 15% 7% 9% 6% 4% 50% 0% 5.0 MP 33 21% 3% 3% 0% 18% 30% 24% 0% 4.8 Maha rashtra 52 27% 0% 21% 17% 10% 12% 14% 0% 3.7 Mani Pur 31 3% 0% 10% 13% 19% 42% 13% 0% 5.2

110

State Answering Base: 1 Village

Total 815 13%

Megha Naga laya land 28 0% 4 25%

Orissa 116 4%

Rajas than 47 0%

Tamil Nadu 57 21%

Uttar Pradesh 48 2%

West Bengal 46 0%

J&K 14 7%

Utra khand 24 4%

2 Villages
3 Villages

4%
10%

0%
11%

0%
0%

1%
8%

0%
6%

16%
19%

2%
2%

7%
9%

7%
29%

4%
8%

4 Villages
5 Villages

10%
10%

7%
7%

25%
0%

7%
14%

6%
4%

16%
9%

2%
8%

9%
15%

0%
7%

13%
13%

6 Villages
7 Villages

16%
35%

21%
54%

0%
50%

13%
53%

21%
62%

4%
16%

40%
44%

11%
48%

36%
14%

42%
17%

< 7 Villages
Mean

0%
4.9

0%
6.0

0%
4.8

0%
5.8

0%
6.3

0%
3.5

0%
6.1

2%
5.7

0%
4.6

0%
5.2

Number of villages covered per CSC: SCA Wise

Total Zoom Tera Software SREI Spanco AID CMS BASIX

Answering Base 1 Village 2 Villages 3 Villages 4 Villages 5 Villages 6 Villages 7 Villages

815 13% 4% 10% 10% 10% 16% 35%

184 8% 3% 9% 12% 13% 17% 38%

34 6% 3% 3% 12% 9% 21% 41%

220 7% 6% 11% 12% 13% 15% 36%

12 83% 0% 0% 0% 0% 8% 8%

6 50% 17% 0% 0% 17% 0% 17%

122 34% 3% 12% 7% 4% 14% 27%

60 3% 0% 10% 8% 10% 15% 53%

< 7 Villages Mean

0% 4.9

0% 5.2

6% 5.7

1% 5.1

0% 1.9

0% 2.8

0% 4.0

0% 5.8

111

Total

Reliance

3i

J&K Bank

SARK

UTL

Times

AISECT

NICT

Answering Base 1 Village 2 Villages 3 Villages 4 Villages 5 Villages 6 Villages 7 Villages

815 13% 4% 10% 10% 10% 16% 35%

69 10% 1% 19% 16% 13% 22% 19%

5 0% 20% 0% 0% 40% 40% 0%

14 7% 7% 29% 0% 7% 36% 14%

26 0% 0% 4% 15% 8% 4% 69%

26 4% 15% 12% 12% 4% 4% 50%

14 57% 0% 0% 7% 7% 0% 29%

11 9% 0% 18% 9% 9% 36% 18%

12 8% 0% 0% 0% 17% 42% 33%

<7 Villages Mean

0% 4.9

0% 4.6

0% 4.8

0% 4.6

0% 6.2

0% 5.1

0% 3.2

0% 4.9

0% 5.8

IT Infrastructure in working condition by States

Total Desktop / Laptop Printers

1.2 1.1 0.5 0.6

0.7

Andhra Pradesh 1.6

Assam 1.4 1.2 0.4 0.8

0.6

Bihar 0.9 0.7 0.5 0.5

0.5

Chhatisgarh Gujarat 1.0 0.8 0.9 1.1 1.1

1.0

Himachal Pradesh 1.1

2.0 0.9 1.0

1.0

1.2 0.9 0.1

0.9

1.2 0.6 0.4

0.6

Webcam Digital Cameras Scanners

Photocopying Machine

0.5 0.9

0.7 0.9

0.5 0.9

0.6 0.2

1.2 0.9

0.1 0.7

0.3 1.1

CD / DVD Writer

112

Total

Desktop / Laptop
Printers

1.2

Jharkhand 0.7

Madhya Pradesh Maharashtra Manipur Meghalaya Nagaland 1.1 1.3 1.0 1.3 1.6 1.0 0.6
0.5

Orissa 1.1

1.1 0.5
0.6

0.6 0.3
0.2

1.1 0.6
0.3

1.0 0.0
0.0

1.1 0.0
1.0

0.8 0.0
0.4

1.0 0.3
0.6

Webcam Digital Cameras Scanners Photocopying Machine CD / DVD Writer

0.7 0.5
0.9

0.2 0.1
0.4

1.0 0.7
0.9

0.7 0.3
1.0

0.7 0.7
1.3

1.0 1.0
1.5

0.2 0.4
0.6

0.6 0.5
0.9

IT Infrastructure in working condition by States

Total Desktop / Laptop Printers

1.2 1.1 0.5 0.6

0.7

Uttar West Rajasthan Tamil Nadu Pradesh Bengal 1.3 2.0 1.7 2.0

J&K

Uttarakhand 2.0 1.3 1.7 1.0 1.0

0.8

1.1 0.4 0.5

0.5

1.6 0.9 1.0

1.0

1.5 0.9 1.0

1.0

1.4 0.6 0.9

0.6

0.7 1.7 1.0

1.0

Webcam Digital Cameras Scanners

Photocopying Machine

0.5 0.9

0.5 1.1

0.2 2.7

1.0 0.9

0.3 0.5

0.1 1.4

1.0 0.8

CD / DVD Writer

113

IT Infrastructure in working condition by SCAs

Total Zoom Tera Software 1.2 0.9 0.5 SREI Spanco AID CMS BASIX Reliance 3i

Desktop / Laptop
Printers Webcam

1.2 1.1 0.5

0.9 0.9 0.2

1.8 1.4 0.8

1.1 0.9 0.6

0.8 0.4 0.8

1.2 1.4 0.9

1.0 0.9 0.0

1.4 1.1 0.7

1.0 0.8 1.0

0.6

0.5

0.3

1.0

0.1

0.9

0.8

0.5

0.6

0.0

Digital Cameras
0.7 0.5 0.6 0.8 0.5 0.7 0.9 0.8 0.9 1.0

Scanners

Photocopying Machine
CD / DVD Writer

0.5

0.4

0.4

0.5

0.2

0.6

0.6

0.7

0.6

0.8

0.9

0.9

1.1

1.1

1.0

0.9

0.9

1.3

1.0

0.7

IT Infrastructure in working condition by SCAs

Total J&K 2.0 1.7 1.0 SARK 0.6 0.6 0.5 UTL 0.8 0.7 0.1 Times 0.9 0.9 0.0 AISECT 1.3 1.0 1.5 NICT 1.2 0.8 0.7

Desktop / Laptop
Printers Webcam

1.2 1.1 0.5

0.6

1.0

0.1

0.1

0.0

1.0

1.0

Digital Cameras
0.7 0.8 0.5 0.0 0.2 1.0 1.2

Scanners

Photocopying Machine
CD / DVD Writer

0.5

0.1

0.4

0.0

0.0

1.3

1.0

0.9

1.4

0.2

0.4

0.5

0.7

0.7

114

Availability of Internet- by State

Total Answering Base

Internet Owner Internet Non-Owner

999 68% 32%

Andhra Pradesh 38 97% 3%

Assam 62 82% 18%

Bihar 79 35% 65%

Chhatisgarh Gujarat 30 75 53% 59% 47% 41%

Himachal Pradesh 56 88% 13%

Total Answering Base

Internet Owner Internet Non-Owner

Madhya Jharkhand Pradesh Maharashtra Manipur Meghalaya Nagaland 999 100 50 67 31 28 5 68% 26% 68% 64% 100% 25% 80% 32% 74% 32% 36% 0% 75% 20%

Answering Base
Internet Owner Internet Non-Owner

Total 999 68% 32%

Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal 117 52 60 57 48 57% 92% 95% 95% 96% 43% 8% 5% 5% 4%

J&K Uttarakhand 14 30 93% 70% 7% 30%

115

Availability of Internet- by SCA

Total Answering Base
Internet Owner
Internet Non-Owner

999 68% 32%

Zoom 207 65% 35%

Tera Software 38 89% 11%

SREI 248 90% 10%

Spanco 25 80% 20%

Alternative for India Development 18 6% 94%

Answering Base
Internet Owner Internet Non-Owner

Total 999 68% 32%

CMS 158 73% 27%

BASIX 61 31% 69%

Reliance 85 66% 34%

3i 6 83% 17%

J&K 14 93% 7%

Answering Base
Internet Owner Internet Non-Owner

Total SARK 999 45 68% 18% 32% 82%

UTL 51 35% 65%

Times 14 100% 0%

AISECT 12 50% 50%

NICT 17 59% 41%

116

Type of Internet connection available with CSC: By State

Total Andhra Pradesh Assam Bihar Chhatisgarh Gujarat Himachal Pradesh

Answering Base Presence of Internet VSAT Wired Wireless Leased Line Others

667 676 39% 30% 29% 2% 0%

36 38 0% 56% 42% 3% 0%

50 62 60% 28% 12% 0% 0%

27 79 70% 7% 14% 4% 4%

15 30 0% 33% 66% 0% 0%

44 75 30% 27% 27% 16% 0%

49 56 0% 47% 53% 0% 0%

Total

Madhya Maharasht ra Jharkhand Pradesh Manipur Meghalaya Nagaland

Orissa

Answering Base Presence of Internet VSAT Wired Wireless Leased Line Others

667 676 39% 30% 29% 2% 0%

26 100 15% 31% 50% 4% 0%

34 50 0% 71% 27% 0% 3%

41 67 7% 56% 34% 2% 0%

31 31 19% 3% 78% 0% 0%

7 28 100% 0% 0% 0% 0%

4 5 50% 50% 0% 0% 0%

65 117 51% 22% 28% 0% 0%

Total

Uttar Rajasthan Tamil Nadu Pradesh West Bengal

J&K

Uttarakhand

Answering Base Presence of Internet VSAT Wired Wireless Leased Line Others

667 676 39% 30% 29% 2% 0%

48 52 4% 65% 30% 2% 0%

57 60 84% 12% 4% 0% 0%

53 57 66% 9% 21% 2% 2%

46 48 91% 9% 0% 0% 0%

13 14 100% 0% 0% 0% 0%

21 30 10% 33% 57% 0% 0%

117

SCA wise type of Internet connection available with CSC

Total Answering Base Presence of Internet VSAT Wired Wireless Leased Line Others 667 676 39% 30% 29% 2% 0%

Zoom 131 207 8% 38% 52% 1% 0%

Tera 34 38 6% 62% 33% 0% 0%

SREI 221 248 90% 7% 4% 0% 0%

Spanco 20 25 0% 75% 20% 5% 0%

AID 1 18 0% 100% 0% 0% 0%

Total Answering Base Presence of Internet VSAT Wired Wireless Leased Line Others 667 676 39% 30% 29% 2% 0%

CMS 116 158 16% 41% 35% 8% 1%

BASIX 18 61 39% 28% 34% 0% 0%

Reliance 54 85 9% 39% 52% 0% 0%

3i 5 6 0% 80% 0% 0% 20%

J&K 13 14 100% 0% 0% 0% 0%

118

Total Answering Base Presence of Internet VSAT Wired Wireless Leased Line Datacard Others 667 676 39% 30% 29% 2% 11% 0%

SARK 7 45 14% 0% 58% 14% 29% 14%

UTL 18 51 22% 28% 50% 0% 33% 0%

Times 13 14 0% 54% 38% 8% 0% 0%

AISECT 6 12 0% 50% 50% 0% 17% 0%

NICT 10 17 0% 80% 20% 0% 0% 0%

State wise Speed of Internet connection at CSC

Total Andhra Assam Pradesh Bihar Chhatis Gujarat garh HP Jharkhand MP Maha rashtra Mani Pur

Answering Base
< 256 Kbps 256 Kbps 512 Kbps
>512 Kbps

628
54% 22% 10%
15%

37
54% 30% 8%
8%

49
71% 20% 4%
4%

23
57% 26% 4%
13%

14
36% 43% 14%
7%

29
52% 14% 17%
17%

46
22% 33% 17%
28%

28
61% 29% 4%
7%

31
45% 29% 13%
13%

40
15% 35% 13%
38%

29
52% 28% 17%
3%

Total

Megha laya

Naga land

Orissa

Rajas than

Tamil Nadu

Uttara Pradesh

West Bengal

J&K

Utra khand

Answering Base
< 256 Kbps 256 Kbps 512 Kbps
>512 Kbps

628
54% 22% 10% 15%

7
100% 0% 0% 0%

4
75% 25% 0% 0%

62
74% 18% 3% 5%

44
25% 18% 14% 43%

56
63% 7% 7% 23%

52
85% 6% 6% 4%

43
65% 21% 7% 7%

13
31% 8% 54% 8%

21
52% 33% 5% 10%

119

SCA wise Speed of Internet connection at CSC

Total Zoom
124
34% 35% 16%
15%

Tera Software 31
42% 32% 3%
23%

SREI
214
77% 10% 4%
9%

Spanco
20
5% 40% 10%
45%

AID
3
33% 33% 0%
33%

CMS
96
49% 18% 12%
22%

BASIX
18
72% 28% 0%
0%

Answering Base
< 256 Kbps 256 Kbps 512 Kbps >512 Kbps

628
54% 22% 10%
15%

Total

Reliance 55
36% 33% 13%
18%

3i 5
100% 0% 0%
0%

J&K Bank 13
31% 8% 54%
8%

SARK 6
33% 33% 17%
17%

UTL 17
88% 6% 6%
0%

Times 14
57% 21% 7%
14%

AISECT 6
33% 33% 17%
17%

NICT 6
33% 50% 17%
0%

Answerin g Base
< 256 Kbps 256 Kbps 512 Kbps >512 Kbps

628
54% 22% 10%
15%

120

Alternative arrangement for power backup if electricity supply is interruptedby State

Total
Answering Base
No power backup (in %) Generator(in %) Separate UPS for each desktop / laptop Single UPS for all desktops/ laptops

810 15% 43% 42%

45%

Andhra Pradesh 35 0% 6% 43% 60%

Assam 59 10% 64% 47% 46%

Bihar 57 12% 46% 44% 46%

Chhatisgarh 16 25% 6% 13% 69%

Gujarat 54 20% 11% 41% 44%

Himachal Pradesh 30 80% 13% 13% 17%

Total Answering Base

No power backup (in %) Generator(in %) Separate UPS for each desktop / laptop Single UPS for all desktops/ laptops

810 15% 43% 42% 45%

Jharkhand 66 8% 73% 33% 27%

Madhya Pradesh 32 13% 28% 53%

41%

Maharashtra Manipur 51 31 27% 0% 35% 100% 37% 77% 47% 23%

Meghalaya 28 7% 43% 96% 21%

Nagaland 5 0% 40% 60% 60%

Alternative arrangement for power backup if electricity supply is interruptedby State

Answering Base
No power backup (in %) Generator(in %) Separate UPS for each desktop / laptop Single UPS for all desktops/ laptops

Total 810 15% 43%

Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal 111 44 57 51 48 22% 5% 2% 4% 10% 36% 36% 26% 78% 42% 32% 82% 30% 98% 39% 39% 15% 52%

J&K Uttarakhand 14 21 0% 33% 100% 29% 0% 93% 43% 24%

42% 59% 45% 25%

121

Alternative arrangement for power backup if electricity supply is interruptedby SCA

Total Answering Base

No power backup (in %) Generator(in %) Separate UPS for each desktop / laptop Single UPS for all desktops/ laptops

810 15% 43% 42% 45%

Zoom 176 19% 44% 55% 35%

Tera Software 19 47% 32% 37% 37%

SREI 231 12% 57% 28% 59%

Alternative for India Spanco Development 24 8 13% 0% 63% 25% 46% 50% 50% 25%

Answering Base
No power backup (in %) Generator(in %) Separate UPS for each desktop / laptop

Single UPS for all desktops/ laptops

Total 810 15% 43% 42% 45%

CMS 122 12% 22% 33% 56%

BASIX 57 12% 25% 89% 14%

Reliance 59 31% 20% 39% 36%

3i 5 0% 0% 60% 40%

J&K 14 0% 100% 0% 93%

Answering Base
No power backup (in %) Generator(in %) Separate UPS for each desktop / laptop

Single UPS for all desktops/ laptops

Total 810 15% 43% 42% 45%

SARK 32 6% 34% 47% 59%

UTL 37 0% 95% 30% 8%

Times 13 0% 0% 62% 46%

AISECT 6 33% 0% 17% 67%

NICT 7 14% 57% 57% 57%

122

Weekly off of CSC: By States

Total Answering Base 793 3% 51% 46% AP 37 3% 43% 54% Assam 56 2% 43% 55% Bihar 47 4% 13% 83% Chhattisgarh 27 7% 67% 26% Gujarat 43 0% 79% 21% HP 49 2% 63% 35%

Any day between Monday - Saturday

Sunday No weekly off (Open all 7 days)

Total Answering Base Any day between Monday - Saturday Sunday No weekly off (Open all 7 days) 793 3% 51% 46%

Jharkhand 53 6% 45% 49%

MP 40 0% 53% 48%

Maharashtra 52 4% 81% 15%

Manipur 31 0% 13% 87%

Meghalaya 28 0% 100% 0%

Nagaland 3 0% 100% 0%

Total Answering Base Any day between Monday - Saturday 793 3%

Orissa 105 3%

Rajasthan 40 3%

Tamil Nadu Uttar Pradesh West Bengal Uttarakhand 58 0% 51 4% 46 7% 13 0%

Sunday No weekly off (Open all 7 days)

51%
46%

43%
54%

48%
50%

62%
38%

37%
59%

37%
57%

77%
23%

123

Weekly off of CSC: By SCA

Total Answering Base Any day between Monday Saturday Sunday No weekly off (Open all 7 days) 793 Zoom 172 Tera Software 33 SREI 227 Spanco 16 AID 5 CMS 107 BASIX 59 Reliance 63

3% 51% 46%

5% 43% 52%

3% 48% 48%

3% 42% 55%

6% 69% 25%

0% 40% 60%

0% 61% 39%

2% 75% 24%

5% 67% 29%

Total Answering Base Any day between Monday Saturday Sunday No weekly off (Open all 7 days) 793 3% 51% 46%

3i 5 0% 80% 20%

J&K 13 0% 77% 23%

SARK 24 4% 4% 92%

UTL 32 3% 50% 47%

Times 13 8% 54% 38%

AISECT 12 0% 83% 17%

NICT 12 0% 33% 67%

124

Installation of Online Monitoring Tool- by State

Total
Answering Base
Yes No

806 36% 64%

Andhra Pradesh 37 43% 57%

Assam 50 32% 68%

Bihar 50 16% 84%

Chhatisgarh 18 67% 33%

Gujarat 52 23% 77%

Himachal Pradesh 53 47% 53%

Total Answering Base

Yes

No

806 36% 64%

Jharkhand 57 23% 77%

Madhya Pradesh Maharashtra Manipur 32 52 31 56% 44% 90% 44% 56% 10%

Meghalaya 28 18% 82%

Nagaland 5 40% 60%

Answering Base
Yes No

Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K Uttarakhand 806 108 46 60 48 47 13 19 36% 35% 59% 13% 42% 4% 85% 21% 64% 65% 41% 87% 58% 96% 15% 79%

125

Installation of Online Monitoring Tool- by SCA

Total Answering Base
Yes No

806 36% 64%

Zoom 179 40% 60%

Tera Software 36 50% 50%

SREI 225 24% 76%

Spanco 23 26% 74%

Alternative for India Development 8 75% 25%

Answering Base
Yes
No

Total 806 36% 64%

CMS 119 43% 57%

BASIX 56 29% 71%

Reliance 62 42% 58%

3i 4 25% 75%

J&K 13 85% 15%

Answering Base
Yes No

Total SARK 806 27 36% 7% 64% 93%

UTL 25 28% 72%

Times 14 29% 71%

AISECT 8 88% 13%

NICT 7 100% 0%

126

Registration on Online Monitoring Tool- by State

Total Answering Base
Yes No

792 29% 71%

Andhra Pradesh 37 35% 65%

Assam 50 24% 76%

Bihar 49 10% 90%

Chhatisgarh 18 67% 33%

Gujarat 49 18% 82%

Himachal Pradesh 53 19% 81%

Total Answering Base

Yes No

792 29% 71%

Jharkhand 56 25% 75%

Madhya Pradesh 33 45% 55%

Maharashtra Manipur 51 31 31% 84% 69% 16%

Meghalaya 28 7% 93%

Nagaland 5 40% 60%

Answering Base
Yes No

Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K Uttarakhand 792 104 45 60 48 43 13 19 29% 33% 56% 13% 38% 2% 23% 16% 71% 67% 44% 87% 63% 98% 77% 84%

Supply chain issues is a main problem in remote areas. Wherever, connectivity is issue, SCA face difficulties to monitor CSCs. - SDA, Assam

127

Registration on Online Monitoring Tool- by SCA

Total Answering Base
Yes No

792 29% 71%

Zoom 177 34% 66%

Tera Software 36 25% 75%

SREI 219 21% 79%

Spanco 23 22% 78%

Alternative for India Development 9 78% 22%

Answering Base
Yes
No

Total 792 29% 71%

CMS 116 37% 63%

BASIX 54 20% 80%

Reliance 61 26% 74%

3i 4 25% 75%

J&K 13 23% 77%

Answering Base
Yes No

Total SARK 792 27 29% 4% 71% 96%

UTL 24 29% 71%

Times 14 29% 71%

AISECT 8 88% 13%

NICT 7 100% 0%

Any other initiative like CSC- by State

Total

AP 36 67% 33%

Assam 65 25% 75%

Bihar 57 32% 68%

Chhattisgarh 13 8% 92%

Gujarat 58 40% 60%

HP 25 4% 96%

Answering Base Yes No

741 23% 77%

Total Answering Base Yes No 741 23% 77%

Jharkhand 72 13% 88%

MP 42 29% 71%

Maharashtra 36 11% 89%

Manipur 32 31% 69%

Meghalaya 31 19% 81%

Nagaland 3 33% 67%

Total Answering Base Yes No 741 23% 77%

Orissa

Rajasthan

Tamil Nadu Uttar Pradesh West Bengal Uttarakhand

87 10% 90%

45 44% 56%

43 9% 91%

24 29% 71%

69 9% 91%

3 0% 100%

128

Any other initiative like CSC- by SCA

Total Zoom Tera Software SREI Spanco AID

Answering Base Yes No

741 23% 77%

170 21% 79%

20 10% 90%

214 16% 84%

21 10% 90%

23 9% 91%

Total Answering Base Yes No 741 23% 77%

CMS 122 51% 49%

BASIX 58 14% 86%

Reliance 27 11% 89%

3i 9 0% 100%

J&K 0 0% 0%

Total Answering Base Yes No 741 23% 77%

SARK
19

UTL
27

Times
6

AISECT
8

NICT
17

16% 84%

19% 81%

50% 50%

0% 100%

65% 35%

129

Floor area of CSC: By states

Total Answering Base
Upto 150 sq feet 151-200 sq feet More than 200 sq feet Mean

Andhra Pradesh

Assam

Bihar

Chhatis Gujarat garh

HP

Jharkhand

MP

Maha rashtra

Mani Pur

856
62%

37
62%

58
68%

50
82%

21
90%

48
88%

53
45%

72
82%

41
59%

63
37%

30
80%

19% 19%
146

14% 24%
153

16% 16%
141

14% 4%
118

0% 10%
119

10% 2%
100

36% 19%
158

11% 7%
123

12% 29%
153

13% 50%
199

13% 7%
123

Total Answering Base

Upto 150 sq feet 151-200 sq feet More than 200 sq feet Mean

Megha Naga Rajas laya land Orissa than

Tamil Nadu

Uttar Pradesh

West Bengal

J&K

Utra khand

856
62% 19% 19% 146

28
57% 25% 18% 140

5
60% 0% 40% 144

109
70% 17% 13% 133

48
62% 19% 19% 152

60
52% 32% 16% 156

53
36% 32% 32% 181

47
70% 13% 17% 138

14
7% 14% 79% 217

19
42% 53% 5% 153

SCA wise floor area of CSC

Total
Answering Base

Zoom

Tera Software

SREI

Spanco

AID

CMS

BASIX

856
62%
19%
19%

189
76% 13%
11%

36
42% 44%
14%

235
59% 21%
20%

23
9% 17%
74%

11
91% 9%
0%

120
70% 14%
16%

56
66% 21%
13%

Upto 150 sq feet 151-200 sq. feet More than 200 sq. feet Mean Floor Area

146

130

159

151

241

92

133

129

130

Total
Answering 856 Base Upto 150 sq 62% feet 151-200 sq. 19% feet
More than 200 sq. feet 19%

Reliance

3i

J&K Bank

SARK

UTL

Times

AISECT

NICT

71
52%

4
100%

14
7%

24
75%

36
69%

14
64%

9
78%

14
36%

24%
24%

0%
0%

14%
79%

21%
4%

17%
14%

29%
7%

0%
22%

7%
57%

Mean Area

Floor

146

162

50

217

129

139

145

142

196

Physical Infrastructure in working condition by States

Total
Tables / Desk Chairs Tubelights Electric Lamps / Bulbs Ceiling Fans Table Fan Television Radio Mobile 2.1 2.9 1.6 1.6 1.2 1.3 1.2 1.4 1.4

Andhra Assam Pradesh

1.7 2.7 1.8 1.7 1.4 4.0 4.0 4.0 4.0 2.7 3.1 1.8 1.8 1.3 1.3 1.0 . 1.1

Bihar
1.6 2.2 1.3 . 1.0 . . . 1.0

Chhatis Gujarat garh

1.7 2.9 1.5 1.4 1.2 1.0 1.0 1.0 1.0 1.0 1.6 1.1 1.0 1.0 . 1.0 . 1.0

HP
1.3 3.9 1.4 1.4 1.2 1.0 1.0 1.0 1.2

Jharkhand

MP
2.3 3.9 1.8 1.9 1.4 1.0 1.2 1.3 1.8

Maha Mani rashtra Pur

1.9 3.2 1.8 1.8 1.3 1.2 1.0 . 1.2 1.3 1.4 1.5 1.0 1.0 1.0 1.0 1.0 1.0

1.6 2.9 1.5 1.3 1.5 . . . 1.0

131

Physical Infrastructure in working condition by States

Total
2.1 2.9 1.6 1.6
Electric Lamps / Bulbs

Megha laya
2.4
5.1

Naga land
3.0
3.0

Orissa

Rajas than
1.8
2.7

Tamil Uttar West Nadu Pradesh Bengal

3.3
3.0

J&K

Utra khand
1.4
3.1

Tables / Desk Chairs Tubelights

1.8
2.3

2.5
3.0

2.9
3.0

3.0
3.0

1.9 2.1

1.3 1.0 1.0 . .

. 1.0

1.5 1.5 1.1 1.0 .

1.0 1.0

1.3 1.1 1.2 1.0 1.0

1.0 1.5

2.0 2.0 -

1.7 1.5 1.1 1.0 1.0

1.0 1.5

1.3 2.0 1.0 . .

. 1.0

2.1 1.0 1.0 . .

. 1.0

1.7 1.4 1.1 . 1.0

1.0 1.3

Ceiling Fans
Table Fan Television

1.2 1.3 1.2 1.4 1.4

. . .
. .

1.0 -

Radio Mobile

. 1.0

Physical Infrastructure in working condition by SCA

Total Tables / Desk Chairs Tubelights Electric Lamps / Bulbs Ceiling Fans Table Fan Television Radio Mobile 2.1 2.9 1.6 Zoom 1.6 2.7 1.5 1.4 1.2 1.1 1.0 1.0 1.2 Tera Software 1.4 4.2 1.3 1.4 1.2 1.0 1.0 . 1.4 SREI 3.0 2.9 1.5 1.6 1.1 1.0 1.0 1.0 1.4 Spanco 2.7 4.2 1.6 1.4 1.2 1.0 1.0 . 1.1 AID 1.0 2.0 . 1.0 . . . . . CMS 1.6 2.5 1.5 1.4 1.2 3.0 2.0 1.9 1.6 BASIX 1.8 3.2 1.8 1.9 1.0 . . . 1.0

1.6 1.2 1.3 1.2

1.4 1.4

132

Physical Infrastructure in working condition by SCA

Total
Tables / Desk

Reliance
1.6

3i
2.5

J&K Bank SARK

3.0 1.0

UTL
2.2

Times AISECT
1.2 2.4

NICT
2.3

2.1 2.9 3.0 4.0 1.3 1.0 1.0

.

Chairs Tubelights Electric Lamps / Bulbs Ceiling Fans

Table Fan

3.0 2.1 1.0 1.0

.

2.0 1.3 . .
.

4.2 1.5 1.4 1.5

.

1.8 1.2 1.0 1.2

1.0

4.6 2.3 2.0 1.5

1.0

4.1 2.9 2.5 1.9

1.0

1.6 1.8
1.6

1.8 1.2 1.2 1.3

1.3

Television Radio Mobile

1.2 1.1 1.4 1.0

1.4

. . 1.0

. . 1.0

. . 1.0

. . 1.0

1.0 . .

1.0 . 1.0

1.0 1.5 3.4

1.2

Availability of electricity (Min. 6 Hrs.): By States

Total Answering Base Electricity transmission (Min. 6 hrs daily) 1,658 AP 86 Assam 91 Bihar 158 Chhattisgarh 75 Gujarat 110 HP 74

85%

77%

96%

57%

88%

95%

89%

Total Answering Base Electricity transmission (Min. 6 hrs daily) 1,658

Jharkhand 150

MP 175

Maharashtra 112

Manipur 33

Meghalaya Nagaland 31 10

85%

73%

67%

96%

100%

94%

100%

133

Total

Orissa

Rajasthan

Tamil Nadu

Uttar Pradesh

West Bengal

J&K

Uttarakhand

Answering Base
Electricity transmission (Min. 6 hrs daily)

1,658

141

75

74

110

73

22

58

85%

96%

96%

97%

88%

97%

86%

98%

Availability of electricity (Min. 6 Hrs.): By SCA

Tera Softwar e
47

Total Answering Base 1,658

Zoom 337

SREI 341

Spanco 27

AID 45

CMS 388

BASIX 79

Reliance 146

Electricity transmission (Min. 6 hrs daily)

85%

85%

91%

91%

100%

53%

81%

94%

93%

Total

3i

J&K

SARK

UTL

Times

AISECT

NICT

Answering Base
Electricity transmission (Min. 6 hrs daily)

1,658

10

22

58

54

35

39

30

85%

60%

86%

59%

85%

97%

87%

73%

134

New vs. Refurbished - Hardware Infrastructure such as PC / Printers- by State

Total Answering Base

New (in %) Refurbished (in %)

819 91 9

Andhra Pradesh 36 86 14

Assam 58 87 13

Bihar 49 96 4

Chhatisgarh Gujarat 20 70 91 98 9 2

Himachal Pradesh 48 100 0

Total Answering Base

New (in %) Refurbished (in %)

Jharkhand 819 63 91 64 9 36

Madhya Pradesh Maharashtra Manipur Meghalaya Nagaland 34 37 31 28 4 93 96 100 94 33 7 4 0 6 68

Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K Uttarakhand 49 59 50 47 14 25 Answering Base 819 97 New (in %) 91 97 92 99 95 71 99 98
Refurbished (in %)

29

135

New vs. Refurbished - Hardware Infrastructure such as PC / Printers- by SCA

Total Answering Base

New (in %)

Refurbished (in %)

819 91 9

Zoom 178 87 13

Tera Software 32 91 9

SREI 232 90 10

Spanco 18 94 6

Alternative for India Development 7 30 70

Answering Base
New (in %) Refurbished (in %)

Total 819 91 9

CMS 138 94 6

BASIX 53 96 4

Reliance 57 96 4

3i 5 90 10

J&K 14 99 1

Answering Base
New (in %)
Refurbished (in %)

Total SARK 819 23 91 95 9 5

UTL 32 92 8

Times 14 87 13

AISECT 6 88 12

NICT 10 99 1

136

Usage Related
Awareness: By SCA
Total Citizens Village Heads LLIIs 19% 46% Zoom 21% 51% Tera Software 9% 44% SREI 34% 64% Spanco 18% 82% AID 10% 51%

40%
Total

48%
CMS 9%

6%
BASIX 54%

61%
Reliance 6%

69%
3i 44%

46%
J&K Bank 1%

Citizens

19%

Village Heads
LLIIs

46%
40% Total

33%
23% SARK 25% 40% 41%

73%
68% UTL 9% 54% 52%

20%
15% Times 17% 17% 9%

100%
100% AISECT 2% 21% 4%

0%
2% NICT 19% 60% 61%

Citizens
Village Heads LLIIs

19% 46% 40%

137

Awareness: By State
Total
Citizens Village Heads LLIIs 19% Andhra Pradesh 25%

Assam
48%

Bihar
19%

Chhatisgarh
2%

Gujarat
4%

46%
40% Total

41%
37% Himachal Pradesh 9% 35%

71%
70% Jharkhand 9% 51%

39%
41% Madhya Pradesh 9% 27%

17%
4% Maharashtra 9% 33%

54%
23% Manipur 57% 97%

Citizens Village Heads

19% 46%

LLIIs

40%
Total

6%
Meghalaya 86%

44%
Nagaland 40%

27%
Orissa 33%

25%
Rajasthan 18%

100%
Tamil Nadu 36%

Citizens

19%

Village Heads
LLIIs

46%
40%

100%
100%

30%
15%

62%
61%

65%
58%

61%
48%

Total Citizens Village Heads 19% 46% 40%

Uttar Pradesh 11% 22% 22%

West Bengal 35% 95% 92%

J&K 1% 0% 2%

Uttarakhand 2% 9% 4%

LLIIs

138

Source of Awareness Among VHs: By SCA

Total
Base 670

Zoom
148

Tera Software
19

SREI
203

Spanco
21

AID
11

Newspaper
Radio

18%
2% 10% 1% 1%

24%
3% 5% 1% 0%

5%
0% 21% 0% 0%

18%
1% 10% 2% 2%

76%
5% 33% 0% 0%

27%
18% 9% 0% 0%

Village Head/ Sarpanch

Headmaster Postmaster From the CSC Operator/VLE Word of mouth From a government office/official Others

45%
36% 21% 7%

57%
32% 11% 1%

26%
47% 42% 0%

44%
45% 17% 12%

29%
62% 10% 0%

36%
27% 9% 0%

Total
Base 670

CMS
118

BASIX
57

Reliance
24

3i
10

J&K Bank
0

Newspaper
Radio

18%
2% 10% 1% 1%

12%
1% 12% 0% 0%

9%
0% 4% 2% 0%

8%
0% 4% 0% 0%

0%
0% 40% 10% 0%

0%
0% 0% 0% 0%

Village Head/ Sarpanch

Headmaster Postmaster From the CSC Operator/VLE Word of mouth From a government office/official Others

45%
36% 21% 7%

30%
22% 45% 10%

63%
21% 28% 4%

54%
33% 13% 8%

50%
40% 30% 0%

0%
0% 0% 0%

139

Total
Base 670

SARK
20

UTL
15

Times
6

AISECT
5

NICT
13

Newspaper
Radio

18%
2% 10% 1% 1%

10%
5% 10% 0% 0%

20%
0% 13% 7% 0%

50%
0% 17% 0% 0%

20%
20% 0% 0% 20%

8%
0% 0% 0% 0%

Village Head/ Sarpanch

Headmaster Postmaster From the CSC Operator/VLE Word of mouth From a government office/official Others

45%
36% 21% 7%

15%
50% 10% 0%

33%
40% 20% 0%

33%
50% 17% 33%

20%
60% 0% 0%

77%
23% 0% 8%

Source of Awareness Among VHs: By State

Total Base Newspaper Radio Village Head/ Sarpanch Headmaster Postmaster From the CSC Operator/VLE Word of mouth From a government office/official 670 18% 2% 10% 1% 1% Andhra Pradesh 35 17% 3% 11% 0% 0% Assam 65 17% 0% 3% 3% 0% Bihar 51 18% 4% 10% 0% 0% Chhatisgarh 7 29% 14% 14% 0% 14% Gujarat 57 2% 0% 7% 0% 0%

45%
36% 21%

26%
43% 37%

49%
52% 11%

20%
61% 4%

14%
43% 0%

19%
4% 65%

Others

7%

23%

0%

2%

0%

9%

140

Total Base Newspaper Radio Village Head/ Sarpanch Headmaster Postmaster From the CSC Operator/VLE Word of mouth From a government office/official 670 18% 2% 10% 1% 1%

Himachal Pradesh 20 5% 0% 20% 0% 0%

Jharkhand 42 31% 10% 7% 2% 0%

Madhya Pradesh 42 5% 0% 14% 2% 0%

Maharashtra 34 56% 3% 24% 0% 0%

Manipur 32 6% 3% 9% 0% 0%

45%
36% 21%

25%
40% 50%

38%
24% 10%

62%
29% 7%

27%
53% 15%

75%
41% 19%

Others

7%

0%

0%

7%

3%

0%

Total
Base 670

Meghalaya
31

Nagaland
3

Orissa
80

Rajasthan
37

Tamil Nadu
43

Newspaper
Radio

18%
2% 10% 1% 1%

7%
0% 0% 0% 0%

0%
0% 0% 0% 0%

24%
1% 5% 1% 0%

43%
0% 14% 0% 0%

7%
2% 19% 2% 5%

Village Head/ Sarpanch

Headmaster Postmaster From the CSC Operator/VLE Word of mouth From a government office/official Others

45%
36% 21% 7%

48%
19% 48% 0%

0%
100% 0% 0%

65%
33% 10% 9%

78%
22% 8% 0%

67%
33% 12% 12%

141

Total Base Newspaper Radio Village Head/ Sarpanch Headmaster Postmaster From the CSC Operator/VLE Word of mouth From a government office/official 670 18% 2% 10% 1% 1%

Uttar Pradesh 22 9% 0% 14% 0% 0%

West Bengal 67 22% 2% 9% 3% 2%

J&K 0 0% 0% 0% 0% 0%

Uttarakhand 2 0% 0% 0% 0% 0%

45%
36% 21%

36%
27% 0%

33%
45% 36%

0%
0% 0%

50%
50% 50%

Others

7%

32%

12%

0%

0%

Source of Awareness Among LLII: By SCA

Total Base Newspaper Television Radio Village Head/ Sarpanch From the CSC Operator/VLE Word of mouth From a government office/official From some awareness program like Nukkad Natak Others 536 19% 3% 3% 18% 49% 39% 11% 3% 5% Zoom 144 26% 2% 2% 15% 67% 40% 4% 2% 0% Tera Software 2 0% 0% 0% 0% 100% 0% 0% 0% 0% SREI 167 16% 2% 1% 13% 48% 38% 11% 2% 9% Spanco 9 56% 0% 0% 22% 11% 67% 22% 11% 0% AID 6 50% 33% 100% 0% 17% 17% 0% 0% 0%

142

Total Base Newspaper Television Radio Village Head/ Sarpanch From the CSC Operator/VLE Word of mouth From a government office/official From some awareness program like Nukkad Natak Others 536 19% 3% 3% 18% 49% 39% 11% 3% 5%

CMS 92 17% 9% 3% 14% 33% 27% 28% 4% 11%

BASIX 66 9% 0% 0% 44% 38% 52% 0% 0% 5%

Reliance 6 33% 17% 0% 0% 33% 67% 0% 0% 0%

3i 10 0% 0% 0% 70% 60% 50% 0% 0% 0%

J&K Bank 0 0% 0% 0% 0% 0% 0% 0% 0% 0%

Total Base Newspaper Television Radio Village Head/ Sarpanch From the CSC Operator/VLE Word of mouth From a government office/official From some awareness program like Nukkad Natak Others 536 19% 3% 3% 18% 49% 39% 11% 3% 5%

SARK 6 17% 0% 0% 33% 33% 17% 33% 0% 0%

UTL 6 17% 0% 0% 0% 0% 33% 33% 33% 0%

Times 1 0% 0% 0% 0% 100% 100% 100% 0% 0%

AISECT 1 0% 0% 0% 0% 0% 100% 0% 0% 0%

NICT 20 5% 0% 0% 5% 80% 30% 5% 5% 5%

143

Source of Awareness among LLII: By State

Total
Base Newspaper Television Radio Village Head/ Sarpanch From the CSC Operator/VLE Word of mouth From a government office/official From some awareness program like Nukkad Natak Others 536 19% 3% 3% 18% 49% 39% 11% 3% 5% Andhra Pradesh 44 18% 9% 5% 11% 23% 32% 39% 9% 16%

Assam
49 31% 4% 0% 8% 45% 31% 6% 2% 2%

Bihar
37 16% 0% 0% 5% 41% 38% 19% 3% 5%

Chhatisgarh
2 0% 0% 0% 0% 0% 100% 0% 0% 0%

Gujarat
22 5% 14% 0% 23% 32% 18% 32% 0% 9%

Total
Base Newspaper Television Radio Village Head/ Sarpanch From the CSC Operator/VLE Word of mouth From a government office/official From some awareness program like Nukkad Natak Others 536 19% 3% 3% 18% 49% 39% 11% 3% 5%

Himachal Pradesh 1 0% 0% 0% 0% 100% 0% 0% 0% 0%

Jharkhand
22 36% 9% 27% 0% 41% 14% 9% 9% 0%

Madhya Pradesh 34 6% 0% 0% 24% 71% 44% 3% 3% 3%

Maharashtra
9 56% 0% 0% 22% 11% 67% 22% 11% 0%

Manipur
58 0% 2% 3% 29% 81% 67% 3% 2% 0%

144

Total Base Newspaper Television Radio Village Head/ Sarpanch From the CSC Operator/VLE Word of mouth From a government office/official From some awareness program like Nukkad Natak Others 536 19% 3% 3% 18% 49% 39% 11% 3% 5%

Meghalaya 50 8% 0% 0% 50% 32% 60% 0% 0% 0%

Nagaland 1 0% 0% 0% 0% 100% 0% 0% 0% 0%

Orissa 42 21% 2% 0% 12% 60% 33% 5% 2% 12%

Rajasthan 59 48% 3% 3% 14% 53% 24% 9% 2% 0%

Tamil Nadu 42 5% 2% 2% 12% 74% 24% 2% 2% 5%

Total
Base Newspaper Television Radio Village Head/ Sarpanch From the CSC Operator/VLE Word of mouth From a government office/official From some awareness program like Nukkad Natak Others 536 19% 3% 3% 18% 49% 39% 11% 3% 5%

Uttar Pradesh 31 13% 0% 0% 3% 42% 39% 7% 3% 13%

West Bengal
30 23% 3% 3% 33% 33% 47% 23% 0% 17%

J&K
0 0% 0% 0% 0% 0% 0% 0% 0% 0%

Uttarakhand
3 33% 33% 0% 0% 0% 33% 0% 0% 0%

145

Source of Awareness Among Citizens: By SCA

Total Base Newspaper Television Radio Village Head, Sarpanch etc. From another villager From a government office/official From the VLE or some VLE initiative Through some politician Billboards / Posters Pamphlets From various NGOs Others 10488 13% 2% 6% 23% 12% 5% 16% 1% 12% 3% 3% 5% Zoom 2614 21% 2% 7% 20% 7% 3% 17% 1% 13% 1% 5% 2% Tera Software 172 27% 5% 0% 4% 9% 11% 13% 1% 3% 0% 28% 0% SREI 3165 8% 1% 1% 23% 13% 6% 23% 2% 16% 4% 1% 3% Spanco 506 30% 0% 0% 17% 25% 18% 6% 0% 1% 0% 1% 2% AID 269 7% 2% 44% 26% 3% 3% 1% 0% 3% 0% 2% 8%

Total Base Newspaper Television Radio Village Head, Sarpanch etc. From another villager From a government office/official From the VLE or some VLE initiative Through some politician Billboards / Posters Pamphlets From various NGOs Others 10488 13% 2% 6% 23% 12% 5% 16% 1% 12% 3% 3% 5%

CMS 1376 10% 3% 6% 19% 9% 6% 7% 0% 13% 4% 3% 20%

BASIX 899 4% 0% 0% 22% 29% 1% 25% 0% 16% 0% 0% 3%

Reliance 345 17% 7% 14% 18% 7% 3% 10% 1% 5% 4% 9% 4%

3i 115 0% 0% 0% 20% 52% 9% 14% 0% 3% 2% 0% 0%

J&K Bank 0 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

146

Total Base Newspaper Television Radio Village Head, Sarpanch etc. From another villager From a government office/official From the VLE or some VLE initiative Through some politician Billboards / Posters Pamphlets From various NGOs Others 10488 13% 2% 6% 23% 12%

SARK 619 16% 2% 18% 47% 6%

UTL 182 10% 2% 1% 45% 4%

Times 113 2% 34% 4% 32% 2%

AISECT 20 0% 5% 0% 20% 0%

NICT 93 3% 0% 0% 11% 31%

5%
16% 1% 12% 3% 3% 5%

3%
1% 0% 2% 2% 0% 3%

4%
11% 0% 7% 12% 0% 5%

0%
2% 0% 19% 3% 0% 3%

0%
5% 0% 65% 5% 0% 0%

0%
16% 1% 16% 6% 0% 15%

Source of Citizens: By State

Total Base Newspaper Television Radio Village Head, Sarpanch etc. From another villager From a government office/official From the VLE or some VLE initiative Through some politician Billboards / Posters Pamphlets From various NGOs Others 10488 13% 2% 6% 23% 12% 5% 16% 1% 12% 3% 3% 5% Andhra Pradesh 407 3% 9% 1% 28% 3% 0% 0% 0% 46% 7% 0% 1% Assam 1064 11% 2% 0% 27% 23% 4% 15% 3% 14% 0% 0% 0% Bihar 1241 21% 1% 21% 35% 8% 4% 4% 0% 1% 2% 0% 2% Chhatisgarh 79 1% 3% 0% 5% 0% 1% 1% 0% 16% 5% 67% 0% Gujarat 314 2% 0% 0% 16% 5% 2% 9% 0% 1% 1% 2% 63%

147

Total Base Newspaper Television Radio Village Head, Sarpanch etc. From another villager From a government office/official From the VLE or some VLE initiative Through some politician Billboards / Posters Pamphlets From various NGOs Others 10488 13% 2% 6% 23% 12% 5% 16% 1% 12% 3% 3% 5%

Himachal Pradesh 444 21% 2% 0% 38% 0% 3% 7% 0% 1% 0% 26% 2%

Jharkhand 641 10% 2% 23% 25% 5% 3% 13% 0% 4% 4% 1% 11%

Madhya Pradesh 477 11% 3% 21% 11% 21% 3% 11% 1% 8% 4% 1% 5%

Maharashtra 781 25% 3% 3% 18% 17% 15% 5% 0% 1% 0% 8% 5%

Manipur 390 0% 0% 2% 23% 8% 0% 18% 0% 46% 1% 0% 1%

Total Base Newspaper Television Radio Village Head, Sarpanch etc. From another villager From a government office/official From the VLE or some VLE initiative Through some politician Billboards / Posters Pamphlets From various NGOs Others 10488 13% 2% 6%

Meghalaya 366 7% 0% 0%

Nagaland 119 38% 6% 0%

Orissa 1617 19% 2% 0%

Rajasthan 599 18% 8% 4%

Tamil Nadu 616 3% 0% 0%

23%
12% 5% 16% 1% 12% 3% 3% 5%

15%
45% 0% 6% 0% 24% 0% 0% 1%

6%
13% 16% 18% 2% 2% 0% 0% 0%

23%
8% 2% 28% 0% 12% 3% 0% 2%

15%
14% 5% 28% 0% 1% 4% 1% 4%

6%
10% 2% 53% 0% 15% 6% 0% 6%

148

Total Base Newspaper Television Radio Village Head, Sarpanch etc. From another villager From a government office/official From the VLE or some VLE initiative Through some politician Billboards / Posters Pamphlets From various NGOs Others 10488 13% 2% 6% 23% 12% 5% 16% 1% 12% 3% 3% 5%

Uttar Pradesh 436 8% 1% 0% 14% 9% 6% 3% 1% 32% 16% 0% 10%

West Bengal 809 4% 1% 0% 29% 12% 13% 14% 5% 16% 1% 1% 4%

J&K 0 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Uttarakhand 88 20% 3% 1% 35% 7% 8% 15% 0% 0% 1% 1% 8%

CSC Usage: By SCA

Total Citizens Village Heads LLIIs 4% 40% Zoom 4% 48% Tera Software 1% 15% SREI 5% 45% Spanco 5% 5% AID 0% 9%

42%
Total

46%
CMS 3%

33%
BASIX 23%

42%
Reliance 1%

24%
3i 5%

15%
J&K Bank 0%

Citizens

4%

Village Heads
LLIIs

40%
42% Total

35%
52% SARK 2% 16% 15%

55%
65% UTL 1% 8% 12%

17%
19% Times 6% 83% 20%

100%
50% AISECT 0% 0% 33%

0%
0% NICT 12% 63% 66%

Citizens
Village Heads LLIIs

4% 40% 42%

149

CSC Usage: By State

Total
Citizens Village Heads LLIIs 4% Andhra Pradesh 12%

Assam
9%

Bihar
2%

Chhatisgarh
0%

Gujarat
1%

40%
42% Total

72%
76% Himachal Pradesh 0% 0%

35%
39% Jharkhand 1% 12%

29%
34% Madhya Pradesh 3% 58%

20%
33% Maharashtra 2% 6%

21%
45% Manipur 16% 88%

Citizens Village Heads

4% 40%

LLIIs

42%
Total

11%
Meghalaya 47%

17%
Nagaland 4%

45%
Orissa 4%

17%
Rajasthan 4%

88%
Tamil Nadu 5%

Citizens

4%

Village Heads
LLIIs

40%
42%

71%
93%

100%
33%

37%
24%

50%
58%

52%
60%

Total Citizens Village Heads 4% 40% 42%

Uttar Pradesh 2% 74% 67%

West Bengal 5% 39% 22%

J&K 0% 0% 0%

Uttarakhand 0% 0% 80%

LLIIs

Services Used (Citizens): By State

Total
Base Government Services Health Services Education Services Travel Services Finance Services IT/Telecom Services Commercial Services Agricultural Services 4,256 15.9% 1.5% 4.7% 8.6% 20.6% 56.3% 34.6% 1.4%

Andhra Pradesh
311 37.9% 0.0% 0.0% 1.0% 64.0% 1.9% 2.6% 0.0%

Assam
521 2.7% 0.6% 1.9% 3.1% 2.3% 81.4% 21.1% 0.0%

Bihar
178 10.1% 1.7% 1.1% 1.1% 0.0% 24.2% 73.6% 0.6%

Chhatisgarh
5 60.0% 0.0% 0.0% 0.0% 40.0% 20.0% 20.0% 0.0%

Gujarat
46 39.1% 0.0% 0.0% 4.3% 2.2% 63.0% 15.2% 4.3%

Himachal Jharkhand Pradesh

8 25.0% 0.0% 0.0% 0.0% 0.0% 0.0% 100.0% 0.0% 72 4.2% 4.2% 1.4% 1.4% 0.0% 33.3% 68.1% 0.0%

150

Total
Base Government Services Health Services Education Services Travel Services Finance Services IT/Telecom Services Commercial Services Agricultural Services 4,256 15.9% 1.5% 4.7% 8.6% 20.6% 56.3% 34.6% 1.4%

Andhra Pradesh
311 37.9% 0.0% 0.0% 1.0% 64.0% 1.9% 2.6% 0.0%

Assam
521 2.7% 0.6% 1.9% 3.1% 2.3% 81.4% 21.1% 0.0%

Bihar
178 10.1% 1.7% 1.1% 1.1% 0.0% 24.2% 73.6% 0.6%

Chhatisgarh
5 60.0% 0.0% 0.0% 0.0% 40.0% 20.0% 20.0% 0.0%

Gujarat
46 39.1% 0.0% 0.0% 4.3% 2.2% 63.0% 15.2% 4.3%

Himachal Jharkhand Pradesh

8 25.0% 0.0% 0.0% 0.0% 0.0% 0.0% 100.0% 0.0% 72 4.2% 4.2% 1.4% 1.4% 0.0% 33.3% 68.1% 0.0%

Total
Base 4,256

Tamil Nadu Uttar Pradesh West Bengal Uttarakhand

387 257 374 29

Government Services Health Services

Education Services Travel Services Finance Services IT/Telecom Services

15.9% 1.5%
4.7% 8.6% 20.6% 56.3%

29.2% 0.5%
8.0% 3.1% 11.6% 63.6%

5.8% 0.8%
3.1% 18.7% 3.1% 84.0%

1.9% 3.2%
20.1% 35.8% 51.3% 51.9%

3.4% 0.0%
0.0% 3.4% 3.4% 100.0%

Commercial Services Agricultural Services

34.6% 1.4%

6.5% 1.6%

14.0% 2.7%

33.7% 2.1%

27.6% 0.0%

151

Services Used (Citizens): By SCA

Total
Base Government Services Health Services Education Services Travel Services Finance Services IT/Telecom Services
Commercial Services Agricultural Services

Zoom
890 4.8% 1.7% 0.4% 8.5% 11.8% 84.8%
56.3% 0.4%

Tera Software
40 0.0% 0.0% 10.0% 0.0% 0.0% 82.5%
10.0% 0.0%

SREI
1,694 9.1% 1.0% 8.3% 14.1% 15.8% 61.7%
28.0% 1.2%

Spanco
329 90.3% 6.4% 6.1% 0.0% 0.3% 0.3%
1.2% 7.0%

AID
2 50.0% 50.0% 0.0% 0.0% 0.0% 0.0%
50.0% 0.0%

4,256 15.9% 1.5% 4.7% 8.6% 20.6% 56.3%

34.6% 1.4%

Total
Base Government Services Health Services Education Services Travel Services Finance Services 4,256 15.9% 1.5% 4.7% 8.6% 20.6%

CMS
507 30.2% 0.6% 3.2% 7.1% 44.4%

BASIX
441 0.9% 0.2% 0.7% 2.7% 31.5%

Reliance
59 11.9% 0.0% 20.3% 1.7% 5.1%

3i
56 3.6% 1.8% 1.8% 0.0% 7.1%

IT/Telecom Services
Commercial Services Agricultural Services

56.3%
34.6% 1.4%

25.8%
8.1% 0.8%

70.7%
64.6% 0.9%

86.4%
45.8% 3.4%

75.0%
66.1% 0.0%

Total
Base Government Services 4,256 15.9%

SARK
72 0.0%

UTL
28 0.0%

Times
86 11.6%

AISECT
3 100.0%

NICT
49 4.1%

Health Services
Education Services Travel Services

1.5%
4.7% 8.6%

2.8%
0.0% 1.4%

3.6%
3.6% 0.0%

0.0%
0.0% 2.3%

0.0%
0.0% 0.0%

2.0%
0.0% 0.0%

Finance Services IT/Telecom Services Commercial Services Agricultural Services

20.6% 56.3% 34.6% 1.4%

0.0% 9.7% 94.4% 1.4%

0.0% 10.7% 100.0% 0.0%

96.5% 5.8% 0.0% 0.0%

66.7% 0.0% 0.0% 0.0%

98.0% 26.5% 6.1% 0.0%

152

Reasons For Not Using CSC (Citizens): By SCA

Total
Base Never felt the need of using services available CSC/VLE is unavailable most of the time Negative feedback High Service charges Traditional way is more convenient and reliable Not allowed to use CSC due to caste CSC is too far from home Non availability of services due to no internet connectivity, Non availability of services due to power failure Not aware of Services offered Others 3352 44% 4% 2% 2% 6% 2% 6% 3% 3% 45% 20%

Zoom
643 48% 9% 4% 3% 7% 2% 4% 5% 8% 56% 12%

Tera Software
42 38% 0% 0% 0% 0% 0% 0% 0% 0% 62% 0%

SREI
1103 56% 4% 1% 2% 9% 1% 2% 3% 3% 45% 11%

Spanco
178 76% 1% 0% 1% 3% 19% 32% 5% 1% 24% 17%

AID
41 5% 0% 0% 0% 0% 0% 0% 0% 0% 81% 15%

Total
Base Never felt the need of using services available CSC/VLE is unavailable most of the time Negative feedback
High Service charges Traditional way is more convenient and reliable Not allowed to use CSC due to caste

CMS
668 20% 3% 3%
4%

BASIX
272 53% 4% 0%
0%

Reliance
166 33% 1% 1%
2%

3i
38 55% 8% 5%
3%

J&K Bank
0 0% 0% 0%
0%

3352 44% 4% 2%
2%

6% 2% 6% 3% 3% 45% 20%

4% 3% 11% 1% 1% 32% 46%

2% 0% 6% 6% 1% 63% 8%

2% 1% 1% 1% 4% 22% 46%

0% 0% 5% 0% 0% 55% 0%

0% 0% 0% 0% 0% 0% 0%

CSC is too far from home Non availability of services due to no internet connectivity, Non availability of services due to power failure Not aware of Services offered Others

153

Total
Base Never felt the need of using services available CSC/VLE is unavailable most of the time Negative feedback High Service charges Traditional way is more convenient and reliable Not allowed to use CSC due to caste CSC is too far from home Non availability of services due to no internet connectivity, Non availability of services due to power failure Not aware of Services offered Others 3352 44% 4% 2% 2% 6% 2% 6% 3% 3% 45% 20%

SARK
75 25% 0% 0% 0% 0% 0% 0% 0% 0% 72% 5%

UTL
66 12% 0% 0% 0% 2% 0% 2% 0% 0% 85% 0%

Times
28 36% 11% 0% 0% 4% 0% 25% 0% 0% 21% 32%

AISECT
10 90% 10% 0% 0% 0% 0% 0% 0% 0% 0% 0%

NICT
22 50% 18% 5% 14% 18% 9% 9% 5% 18% 18% 27%

Reasons For Not Using CSC (Citizens): By State

Total
Base Never felt the need of using services available CSC/VLE is unavailable most of the time Negative feedback High Service charges Traditional way is more convenient and reliable Not allowed to use CSC due to caste CSC is too far from home Non availability of services due to no internet connectivity, Non availability of services due to power failure Not aware of Services offered Others
3352 44%

Andhra Pradesh
99 46%

Assam
352 65%

Bihar
201 31%

Chhatisgarh
33 64%

Gujarat
250 4%

4% 2% 2% 6% 2% 6% 3% 3% 45% 20%

12% 9% 21% 8% 14% 66% 1% 2% 8% 19%

2% 1% 1% 2% 0% 1% 0% 1% 57% 5%

5% 1% 2% 3% 1% 3% 1% 2% 69% 3%

6% 0% 6% 12% 0% 12% 9% 6% 3% 18%

0% 0% 0% 0% 0% 0% 0% 0% 43% 61%

154

Total
Base Never felt the need of using services available CSC/VLE is unavailable most of the time Negative feedback High Service charges Traditional way is more convenient and reliable Not allowed to use CSC due to caste CSC is too far from home Non availability of services due to no internet connectivity, Non availability of services due to power failure Not aware of Services offered Others 3352 44% 4% 2% 2% 6% 2% 6% 3% 3%
45%

Himachal Pradesh
16 13% 0% 0% 0% 0% 0% 0% 0% 0%
6%

Jharkhand
186 11% 1% 0% 1% 2% 0% 1% 2% 7%
84%

Madhya Pradesh
94 52% 9% 4% 7% 7% 2% 5% 1% 11%
31%

Maharashtra
417 40% 1% 1% 1% 3% 9% 15% 2% 0%
25%

Manipur
128 73% 2% 3% 2% 10% 0% 6% 1% 15%
72%

20%

81%

8%

19%

39%

0%

Total
Base Never felt the need of using services available CSC/VLE is unavailable most of the time Negative feedback High Service charges Traditional way is more convenient and reliable Not allowed to use CSC due to caste CSC is too far from home Non availability of services due to no internet connectivity, Non availability of services due to power failure Not aware of Services offered Others 3352 44% 4% 2% 2% 6% 2% 6% 3% 3% 45% 20%

Meghalaya
124 57% 1% 1% 0% 3% 0% 12% 10% 0% 48% 1%

Nagaland
39 36% 0% 0% 0% 0% 0% 0% 0% 0% 64% 0%

Orissa
478 65% 8% 2% 1% 3% 0% 2% 7% 3% 47% 14%

Rajasthan
199 35% 16% 12% 4% 14% 7% 9% 9% 13% 51% 9%

Tamil Nadu
231 51% 3% 0% 1% 4% 2% 6% 1% 1% 35% 7%

155

Total
Base Never felt the need of using services available CSC/VLE is unavailable most of the time Negative feedback High Service charges Traditional way is more convenient and reliable Not allowed to use CSC due to caste CSC is too far from home Non availability of services due to no internet connectivity, Non availability of services due to power failure Not aware of Services offered Others 3352 44% 4% 2% 2% 6%
2%

Uttar Pradesh West Bengal

192 48% 3% 3% 4% 11%
1%

J&K
0 0% 0% 0% 0% 0%
0%

Uttarakhand
50 20% 0% 0% 0% 0%
0%

263 41% 3% 2% 4% 24%

0%

6% 3% 3% 45% 20%

3% 5% 5% 32% 21%

0% 1% 1% 47% 27%

0% 0% 0% 0% 0%

0% 0% 0% 6% 76%

156

Barriers to CSC Usage as per VH: By SCA

Base Long Distance of the CSC from neighboring villages

Total 536 19.8% 29.3% 10.4% 54.7% 37.1% 9.7% 1.9% 8.8% 14.4% 7.8% 17.4%

Zoom 115 21.7% 31.3% 11.3% 68.7% 42.6% 7.0% 2.6% 5.2% 15.7% 3.5% 9.6%

Tera Software 13 .0% .0% .0% 53.8% 23.1% 7.7% .0% 7.7% .0% .0% 23.1%

SREI 177 16.4% 32.8% 6.8% 58.2% 35.6% 9.0% 2.3% 11.3% 14.1% 15.8% 12.4%

Spanco 17 17.6% 5.9% 17.6% 5.9% 11.8% 35.3% 5.9% 5.9% 17.6% .0% 52.9%

AID 3 .0% 100.0% 33.3% 33.3% 100.0% 33.3% .0% 33.3% 66.7% .0% .0%

Frequent power cuts High service charges Limited number of services Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behaviour/Knowledge level of the VLE Long waiting time for service delivery Lack of Awareness Others

157

Total
Base Long Distance of the CSC from neighbouring villages Frequent power cuts High service charges Limited number of services Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behaviour/Knowledge level of the VLE Long waiting time for service delivery Lack of Awareness Others

CMS 90 28% 29% 14% 34% 28% 11% 1% 11% 20% 11% 31%

BASIX 53 23% 9% 11% 83% 59% 4% 0% 2% 6% 0% 9%

Reliance 19 11% 21% 16% 11% 26% 11% 5% 5% 16% 0% 37%

3i 9 11% 33% 33% 56% 56% 33% 0% 44% 22% 0% 11%

J&K Bank 0 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

536 20% 29% 10% 55% 37% 10% 2% 9% 14% 8% 17%

158

Total
Base Long Distance of the CSC from neighbouring villages Frequent power cuts
High service charges

SARK 8 0% 88% 25% 75% 50% 0% 0% 0% 13% 0% 0%

UTL 17 18% 41% 0% 41% 53% 6% 0% 6% 0% 0% 12%

Times 5 40% 40% 0% 40% 0% 20% 0% 20% 20% 0% 40%

AISECT 0 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

NICT 10 40% 50% 0% 50% 0% 10% 0% 0% 10% 0% 30%

536 20% 29% 10% 55% 37% 10% 2% 9% 14% 8% 17%

Limited number of services Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behaviour/Knowledge level of the VLE Long waiting time for service delivery Lack of Awareness
Others

159

Barriers to CSC Usage as Per VH: By State

Total
Base
Long Distance of the CSC from neighbouring villages Frequent power cuts

Andhra Pradesh 29 48% 62% 28% 45% 21% 17% 0% 17% 45% 3% 17%

Assam 56 14% 46% 2% 68% 38% 7% 2% 2% 11% 13% 5%

Bihar 28 7% 46% 18% 57% 57% 7% 4% 18% 14% 7% 4%

Chhatisgarh 1 100% 0% 100% 100% 100% 100% 0% 100% 100% 0% 0%

Gujarat 35 14% 9% 6% 20% 14% 9% 0% 6% 9% 17% 46%

536 20% 29% 10% 55% 37% 10% 2% 9% 14% 8% 17%

High service charges

Limited number of services Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behaviour/Knowledge level of the VLE Long waiting time for service delivery Lack of Awareness

Others

Total
Base Long Distance of the CSC from neighbouring villages Frequent power cuts High service charges Limited number of services Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behaviour/Knowledge level of the VLE Long waiting time for service delivery Lack of Awareness Others

Himachal Pradesh 14 0% 0% 0% 57% 7% 0% 0% 7% 0% 0% 29%

Jharkhand 35 9% 49% 3% 34% 51% 6% 0% 11% 6% 6% 29%

Madhya Pradesh 34 15% 35% 12% 35% 29% 15% 0% 12% 12% 0% 32%

Maharashtra 25 16% 4% 20% 8% 16% 28% 8% 8% 20% 0% 48%

Manipur 32 16% 47% 3% 81% 34% 0% 0% 0% 13% 0% 0%

536 20% 29% 10% 55% 37% 10% 2% 9% 14% 8% 17%

160

Base Long Distance of the CSC from neighbouring villages Frequent power cuts High service charges Limited number of services Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behaviour/Knowledge level of the VLE Long waiting time for service delivery Lack of Awareness Others

Total 536 20% 29% 10% 55% 37% 10% 2% 9% 14% 8% 17%

Meghalaya 30 27% 7% 3% 93% 80% 3% 0% 3% 10% 0% 0%

Nagaland 2 0% 0% 0% 50% 100% 50% 0% 0% 0% 0% 0%

Orissa 60 18% 18% 12% 68% 50% 8% 2% 3% 5% 3% 12%

Rajasthan 41 51% 22% 29% 54% 37% 12% 7% 15% 32% 10% 10%

Tamil Nadu 36 31% 8% 14% 61% 25% 14% 6% 3% 22% 0% 22%

Base Long Distance of the CSC from neighbouring villages Frequent power cuts High service charges Limited number of services Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behaviour/Knowledge level of the VLE Long waiting time for service delivery Lack of Awareness Others

Total 536 20% 29% 10% 55% 37% 10% 2% 9% 14% 8% 17%

Uttar Pradesh West Bengal 24 52 8% 79% 0% 92% 42% 0% 0% 8% 0% 0% 4% 10% 15% 6% 42% 31% 12% 0% 19% 15% 35% 19%

J&K 0 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Uttarakhand 2 50% 0% 0% 0% 0% 0% 0% 0% 0% 0% 50%

161

Triggers to CSC Usage as Per VH: By SCA

Base Central location of the CSC Integrated service delivery i.e one stop shop Reasonable service charge Increased convenience Better behaviour of the staff at the CSC as compared to govt. Reduced scope of corruption
Better service quality

Total 549 59% 37% 58% 54% 39% 39%

Zoom 119 61% 41% 70% 54% 44% 53%

Tera Software 17 94% 71% 71% 77% 77% 71%

SREI 184 52% 35% 60% 54% 36% 34%

Spanco 21 62% 62% 76% 76% 29% 57%

AID 4 50% 0% 75% 50% 50% 25%

49%
40% 48% 6% 2%

45%
43% 46% 2% 0%

77%
82% 77% 12% 0%

52%
38% 50% 13% 3%

76%
38% 62% 0% 0%

50%
50% 25% 0% 0%

Reduction in time required for service delivery Reduced travel time Create Awareness Improved Services

Total
Base Central location of the CSC Integrated service delivery i.e one stop shop Reasonable service charge Increased convenience Better behaviour of the staff at the CSC as compared to govt. Reduced scope of corruption Better service quality Reduction in time required for service delivery Reduced travel time Create Awareness Improved Services

CMS 86 52% 27% 45% 41% 40% 29% 54% 33% 31% 5% 5%

BASIX 54 69% 33% 43% 56% 26% 24% 30% 35% 50% 0% 0%

Reliance 19 79% 47% 68% 63% 37% 42% 53% 37% 53% 0% 0%

3i 10 60% 60% 30% 90% 30% 60% 60% 90% 50% 0% 0%

J&K Bank 0 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

549 59% 37% 58% 54% 39% 39% 49% 40% 48% 6% 2%

162

Total
Base
Central location of the CSC Integrated service delivery i.e one stop shop

SARK 8 75% 0% 0% 25% 25% 0% 13% 50% 75% 0% 0%

UTL 13 69% 8% 62% 54% 54% 39% 31% 46% 46% 0% 0%

Times 6 67% 50% 50% 83% 50% 17% 17% 17% 17% 0% 0%

AISECT 0 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

NICT 8 75% 50% 50% 50% 38% 38% 50% 25% 63% 13% 0%

549 59% 37% 58% 54% 39% 39% 49% 40% 48% 6% 2%

Reasonable service charge Increased convenience Better behaviour of the staff at the CSC as compared to govt. Reduced scope of corruption Better service quality Reduction in time required for service delivery Reduced travel time Create Awareness Improved Services

163

Triggers to CSC Usage as Per VH: By State

Total
Base Central location of the CSC Integrated service delivery i.e one stop shop Reasonable service charge
Increased convenience

549 59% 37% 58% 54% 39% 39% 49% 40% 48% 6% 2%

Andhra Pradesh 31 48% 36% 65% 61% 55% 29% 52% 26% 23% 0% 0%

Assam
57 67% 30% 65% 32% 39% 49% 47% 26% 49% 7% 0%

Bihar
25 84% 8% 36% 48% 40% 32% 32% 44% 72% 4% 0%

Chhatisgarh
1 100% 100% 100% 100% 100% 100% 0% 100% 100% 0% 0%

Gujarat
37 41% 22% 30% 27% 14% 14% 57% 41% 38% 11% 8%

Better behaviour of the staff at the CSC as compared to govt. Reduced scope of corruption Better service quality Reduction in time required for service delivery Reduced travel time Create Awareness Improved Services

164

Total
Base Central location of the CSC Integrated service delivery i.e one stop shop
Reasonable service charge

549 59% 37%

Himachal Pradesh 16 94% 88%

Jharkhand
27 70% 4%

Madhya Pradesh 29 69% 45%

Maharashtra
34 71% 65%

Manipur
32 53% 47%

58%
54% 39% 39% 49% 40% 48% 6% 2%

88%
94% 94% 88% 94% 94% 88% 13% 0%

67%
59% 52% 41% 41% 44% 56% 4% 0%

45%
62% 28% 41% 52% 48% 52% 3% 3%

71%
71% 38% 56% 68% 44% 59% 0% 0%

91%
84% 69% 63% 72% 56% 69% 0% 0%

Increased convenience Better behaviour of the staff at the CSC as compared to govt. Reduced scope of corruption Better service quality Reduction in time required for service delivery Reduced travel time Create Awareness Improved Services

Total
Base Central location of the CSC Integrated service delivery i.e one stop shop Reasonable service charge Increased convenience
Better behaviour of the staff at the CSC as compared to govt. Reduced scope of corruption

549 59% 37% 58% 54% 39% 39% 49% 40% 48% 6% 2%

Meghalaya 30 90% 33% 37% 40% 37% 43% 47% 57% 87% 0% 0%

Nagaland 3 100% 0% 0% 0% 0% 0% 0% 33% 33% 0% 0%

Orissa 69 39% 58% 51% 54% 12% 19% 12% 36% 35% 0% 0%

Rajasthan 35 83% 20% 57% 46% 63% 60% 26% 14% 23% 0% 0%

Tamil Nadu 40 63% 45% 73% 40% 35% 23% 43% 45% 70% 0% 0%

Better service quality Reduction in time required for service delivery Reduced travel time Create Awareness Improved Services

165

Base Central location of the CSC Integrated service delivery i.e one stop shop Reasonable service charge Increased convenience Better behaviour of the staff at the CSC as compared to govt. Reduced scope of corruption Better service quality Reduction in time required for service delivery Reduced travel time Create Awareness Improved Services

Total 549 59% 37% 58% 54% 39% 39% 49% 40% 48% 6% 2%

Uttar Pradesh West Bengal 24 59 63% 25% 42% 71% 38% 54% 63% 29% 50% 4% 4% 25% 31% 63% 68% 37% 27% 76% 39% 14% 31% 9%

J&K 0 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Uttarakhand 0 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Preference between CSC and Traditional Mode (Among Non-Users) By SCA

Total Base Prefer CSC 5379 54% Total Zoom 1016 64% CMS Tera Software 43 93% BASIX SREI 1205 70% Reliance Spanco 178 99% 3i AID 40 23% J&K Bank

Base Prefer CSC

5379 54% Total

1307 36% SARK 218 9%

300 86% UTL 133 17%

529 50% Times 155 52%

36 58% AISECT 102 2%

0 0% NICT 117 21%

Base Prefer CSC

5379 54%

166

CSC Preference Among Non-Users: By State

Total
Base Prefer CSC 5379 54% Total Base 5379 54% Total Base Prefer CSC 5379 54% Total Base Prefer CSC 5379 54% Andhra Pradesh 296 39% Himachal Pradesh 10 50% Meghalaya 127 86% Uttar Pradesh 437 50%

Assam
336 93% Jharkhand 308 33% Nagaland 40 95% West Bengal 286 78%

Bihar
477 18% Madhya Pradesh 602 12% Orissa 532 90% J&K 0 0%

Chhatisgarh
235 3% Maharashtra 519 82% Rajasthan 300 71% Uttarakhand 226 48%

Gujarat
309 33% Manipur 130 97% Tamil Nadu 209 69% -

Prefer CSC

Likelihood of Using CSC in future Top 5 Services

Services Likely to use in future

Obtain price information related to crops (Agricultural Serv.) Information regarding agricultural policies such as farm and loan subsidies (Agricultural Serv.) Booking Bus Tickets(Travel) Bill payments water, electricity, telecom, etc.(Finance) Other (Commercial Serv.)

Base
251 274 2211 4079 1851

Mean Score
4.76 4.65 4.57 4.56 4.52

167

Services in demand but Not Available (VLE): By SCA

Total Base
Government Services
601
90% 51%

Zoom
151
90% 52%

Tera Software
30
93% 77%

SREI
196
90% 56%

Spanco
4
50% 0%

AID
6
100% 67%

Healthcare/Telemedicine Services Commercial Services

Data Collection Services

53%
41% 41% 55% 60%

58%
40% 44% 51% 60%

83%
77% 73% 80% 80%

46%
41% 39% 55% 52%

25%
50% 0% 50% 50%

67%
17% 33% 33% 67%

Entertainment
Financial Services Education Services Agriculture Services

66%

66%

70%

67%

75%

100%

Total Base
Government Services
601
90% 51%

CMS
78
89% 51%

BASIX
55
95% 35%

Reliance
24
83% 38%

3i
5
40% 20%

J&K Bank
0
0% 0%

Healthcare/Telemedicine Services Commercial Services

Data Collection Services

53%
41% 41% 55% 60%

65%
55% 49% 65% 72%

46%
6% 6% 58% 51%

54%
25% 33% 29% 75%

40%
0% 60% 60% 40%

0%
0% 0% 0% 0%

Entertainment
Financial Services Education Services Agriculture Services

66%

71%

64%

42%

60%

0%

168

Total Base
Government Services
601
90% 51%

SARK
9
100% 11%

UTL
15
87% 40%

Times
11
91% 36%

AISECT
4
100% 100%

NICT
13
92% 62%

Healthcare/Telemedicine Services Commercial Services

Data Collection Services

53%
41% 41% 55% 60%

22%
11% 11% 0% 33%

40%
60% 87% 47% 93%

18%
27% 9% 55% 36%

75%
75% 75% 75% 75%

62%
69% 77% 77% 69%

Entertainment
Financial Services Education Services Agriculture Services

66%

0%

80%

36%

100%

92%

Services in demand but Not Available (VLE): By State

Total Base Government Services Healthcare/Telemedicine Services Commercial Services Data Collection Services
601 90% 51% 53% 41% 41% 55%

Andhra Pradesh
29 90% 38% 45% 38% 28% 59%

Assam
50 98% 66% 56% 60% 52% 72%

Bihar
24 96% 29% 38% 29% 33% 21%

Chhatisgarh
10 100% 80% 70% 70% 70% 70%

Gujarat
25 84% 48% 60% 48% 52% 64%

Entertainment
Financial Services Education Services Agriculture Services

60%
66%

52%
48%

52%
68%

50%
25%

70%
80%

80%
80%

169

Total Base Government Services Healthcare/Telemedicine Services Commercial Services Data Collection Services
601 90% 51% 53% 41% 41% 55%

Himachal Pradesh
47 100% 94% 92% 94% 83% 96%

Jharkhand
29 90% 41% 45% 45% 69% 35%

Madhya Pradesh
29 76% 45% 52% 38% 55% 55%

Maharashtra
11 73% 9% 36% 36% 18% 36%

Manipur
31 65% 52% 23% 19% 10% 32%

Entertainment
Financial Services Education Services Agriculture Services

60%
66%

87%
89%

79%
83%

62%
62%

73%
55%

36%
36%

Total Base
Government Services
601
90% 51%

Meghalaya
26
92% 19%

Nagaland
5
60% 20%

Orissa
100
98% 44%

Rajasthan
43
91% 47%

Tamil Nadu
54
96% 70%

Healthcare/Telemedicine Services Commercial Services

Data Collection Services

53%
41% 41% 55% 60%

23%
0% 0% 62% 54%

60%
20% 100% 20% 80%

63%
13% 28% 40% 60%

61%
49% 37% 65% 63%

46%
48% 35% 78% 67%

Entertainment
Financial Services Education Services Agriculture Services

66%

46%

20%

66%

70%

91%

170

Total Base
Government Services
601
90% 51%

Uttar Pradesh West Bengal

38
90% 50%

J&K
0
0% 0%

Uttarakhand
8
100% 50%

42
71% 45%

Healthcare/Telemedicine Services Commercial Services

Data Collection Services

53%
41% 41% 55% 60%

50%
55% 45% 37% 45%

43%
36% 38% 48% 33%

0%
0% 0% 0% 0%

75%
38% 38% 50% 75%

Entertainment
Financial Services Education Services Agriculture Services

66%

63%

62%

0%

63%

Services in Demand but Not available LLII

T otal Base BFSI DTP Related Educational Health Bill Payment Government Services Internet 487 7% 2% 16% 12% 11% 24% 12%

Travel Employment Agriculture Others

5% 2% 2% 6%

171

Services in Demand but Not available Citizens

T otal Base Government Services BFSI Bill Payment Travel Educational Health DTP Related Agriculture Internet Others Employment Related T elecom Related 8525 30% 13% 12% 10% 9% 8% 5% 4% 3% 3% 2% 1%

LLII Related
Area of Operation of the LLII (User): By SCA
Total Base Education Training Programs
550 58% 14% 27% 6% 13%

Zoom
144 54% 26% 33% 1% 9%

Tera Software
2 50% 50% 0% 0% 0%

SREI
170 57% 8% 16% 7% 19%

Spanco
9 100% 0% 0% 0% 0%

AlD
6 33% 0% 67% 0% 0%

Healthcare-Anganwadi workers Financial Services

Employment related eg Self Help Groups Community Service Others

17% 1%

13% 0%

50% 50%

15% 1%

0% 0%

0% 0%

172

Total Base Education Training Programs

550 58% 14% 27% 6% 13%

CMS
97 78% 12% 24% 13% 10%

BASIX
66 44% 15% 47% 9% 18%

Reliance
8 50% 0% 13% 13% 0%

3i
10 30% 0% 70% 0% 0%

J&K
0 0% 0% 0% 0% 0%

Healthcare-Anganwadi workers Financial Services

Employment related eg Self Help Groups Community Service Others

17% 1%

16% 3%

24% 0%

13% 0%

0% 0%

0% 0%

Total Base Education Training Programs

550 58% 14% 27% 6% 13%

SARK
7 43% 0% 43% 0% 14%

UTL
7 86% 0% 14% 0% 0%

Times
1 100% 0% 0% 0% 0%

AISECT
1 0% 0% 100% 0% 0%

NICT
22 50% 5% 14% 5% 0%

Healthcare-Anganwadi workers Financial Services

Employment related eg Self Help Groups Community Service Others

17% 1%

0% 0%

0% 0%

0% 0%

0% 0%

59% 0%

173

Area of Operation of the LLII (User): By State

Total Base
550

Andhra Pradesh
44

Assam
49

Bihar
39

Chhatisgarh
2

Gujarat
22

Education
Training Programs

58% 14% 27%

6% 13%

77% 16% 32%

18% 16%

73% 8% 24%
2% 8%

62% 5% 23%
3% 8%

0% 0% 100%
0% 0%

68% 5% 14%
9% 0%

Healthcare-Anganwadi workers Financial Services

Employment related e.g. Self Help Groups Community Service Others

17% 1%

18% 7%

16% 0%

8% 0%

0% 0%

18% 0%

Total Base
550

Himachal Pradesh
1

Jharkhand
23

Madhya Pradesh
39

Maharashtra
10

Manipur
58

Education
Training Programs

58% 14% 27%

6% 13%

0% 0% 0%
0% 0%

57% 4% 43%
0% 0%

46% 3% 28%
3% 0%

100% 0% 0%
0% 0%

29% 48% 38%

0% 14%

Healthcare-Anganwadi workers Financial Services

Employment related eg Self Help Groups Community Service Others

17% 1%

0% 100%

0% 0%

38% 0%

0% 0%

21% 0%

174

Total
Base Education Training Programs
550 58% 14% 27% 6% 13%

Meghalaya
50 40% 16% 46% 12% 18%

Nagaland
1 100% 100% 0% 0% 0%

Orissa
42 74% 26% 38% 7% 7%

Rajasthan
61 82% 11% 28% 5% 10%

Tamil Nadu
42 43% 2% 2% 5% 57%

Healthcare-Anganwadi workers Financial Services

Employment related eg Self Help Groups Community Service Others

17% 1%

32% 0%

100% 0%

7% 0%

15% 0%

7% 5%

Total
Base Education Training Programs
550 58% 14% 27% 6% 13%

Uttar Pradesh West Bengal

33 70% 3% 18% 9% 0% 30 23% 7% 13% 13% 17%

J&K
0 0% 0% 0% 0% 0%

Uttarakhand
4 75% 0% 0% 25% 0%

Healthcare-Anganwadi workers Financial Services

Employment related eg Self Help Groups Community Service Others

17% 1%

0% 0%

33% 0%

0% 0%

0% 0%

175

Services Used by the LLII: By SCA

Total Zoom 144 18% 22% 33% 14% 28% 22% 9% 8% 14% 26% Tera Software 1 0% 100% 100% 100% 100% 100% 0% 100% 100% 0% SREI 163 13% 9% 29% 7% 11% 17% 6% 2% 5% 58% Spanco 8 13% 38% 25% 13% 0% 25% 0% 25% 13% 75% AID 4 50% 25% 25% 25% 50% 50% 0% 0% 0% 25%

Base Computer Training Teaching through computers Internet Access For holding discussions/Awareness programs For selling products/services For disseminating information For tuition classes For providing vocational training For healthcare related services Others

519 14% 16% 27% 13% 14% 17% 7% 6% 10% 49%

Total Base Computer Training Teaching through computers Internet Access For holding discussions/Awareness programs For selling products/services For disseminating information For tution classes For providing vocational training For healthcare related services Others 519 14% 16%

CMS 87 12% 19%

BASIX 65 12% 12%

Reliance 5 0% 20%

3i 10 0% 30%

J&K Bank 0 0% 0%

27% 13%
14%

16% 20%
6%

11% 9%
2%

80% 20%
0%

30% 20%
70%

0% 0%
0%

17%
7% 6% 10% 49%

17%
9% 7% 12% 58%

3%
5% 3% 15% 75%

0%
0% 0% 0% 20%

10%
10% 0% 0% 0%

0%
0% 0% 0% 0%

176

Total

SARK 6 0% 0%

UTL 6 17% 0%

Times 1 0% 0%

AISECT 0 0% 0%

NICT 19 26% 32%

Base
Computer Training Teaching through computers Internet Access For holding discussions/Awareness programs For selling products/services For disseminating information For tution classes For providing vocational training For healthcare related services Others

519 14% 16%

27%
13% 14% 17%

0%
0% 0% 0%

33%
17% 0% 17%

0%
0% 0% 0%

0%
0% 0% 0%

47%
26% 0% 16%

7%
6% 10%

0%
0% 0%

0%
17% 17%

0%
0% 0%

0%
0% 0%

5%
11% 16%

49%

100%

33%

100%

0%

21%

Services Used by the LLII: By State

Total Base Computer Training Teaching through computers Internet Access For holding discussions/Awareness programs For selling products/services For disseminating information For tution classes For providing vocational training For healthcare related services Others 519 14% 16% 27% 13% 14% 17% 7% Andhra Pradesh 42 12% 7% 10% 14% 7% 19% 17% Assam 48 35% 15% 31% 2% 10% 33% 8% Bihar 36 3% 3% 11% 8% 0% 17% 14% Chhatisgarh 1 0% 0% 0% 0% 0% 0% 100% Gujarat 22 5% 38% 14% 48% 5% 10% 0%

6%
10% 49%

7%
10% 71%

2%
6% 31%

0%
3% 69%

0%
0% 0%

14%
14% 29%

177

Total
Base Computer Training Teaching through computers Internet Access For holding discussions/Awareness programs For selling products/services For disseminating information For tution classes For providing vocational training For healthcare related services Others 519 14% 16% 27% 13% 14%

Himachal Pradesh 0 0% 0% 0% 0% 0%

Jharkhand
20 15% 10% 20% 10% 10%

Madhya Pradesh 33 15% 33% 45% 24% 21%

Maharashtra
8 13% 38% 25% 13% 0%

Manipur
58 3% 7% 40% 16% 52%

17%
7% 6% 10% 49%

0%
0% 0% 0% 0%

15%
10% 5% 5% 55%

12%
6% 6% 9% 12%

25%
0% 25% 13% 75%

12%
3% 0% 0% 26%

Total Base Computer Training Teaching through computers Internet Access For holding discussions/Awareness programs For selling products/services For disseminating information For tuition classes For providing vocational training For healthcare related services Others 519 14% 16% 27% 13% 14% 17% 7% 6% 10% 49%

Meghalaya 50 6% 10% 0% 6% 2% 2% 4% 4% 12% 88%

Nagaland 1 0% 100% 100% 100% 100% 100% 0% 100% 100% 0%

Orissa 40 30% 25% 28% 15% 8% 8% 3% 3% 15% 38%

Rajasthan 57 32% 33% 42% 16% 7% 33% 14% 19% 37% 23%

Tamil Nadu 41 7% 10% 39% 2% 32% 22% 0% 0% 0% 66%

178

Total Base 519 14% 16% 27%

Uttar Pradesh West Bengal 32 9% 16% 25% 28 0% 7% 25%

J&K 0 0% 0% 0%

Uttarakhand 2 0% 0% 50%

Computer Training Teaching through computers Internet Access For holding discussions/Awareness programs For selling products/services For disseminating information For tution classes For providing vocational training For healthcare related services Others

13%
14%

9%
0%

14%
14%

0%
0%

0%
0%

17%
7% 6% 10% 49%

6%
3% 0% 9% 69%

11%
0% 7% 4% 68%

0%
0% 0% 0% 0%

0%
0% 0% 0% 50%

Frequency of Usage by LLII: By SCA

Total Base Daily
2-3 times a week Once a week 2-3 times a month Zoom Tera Software SREI Spanco AID

516 3%
14% 13% 26%

144 1%
15% 16% 41%

1 0%
0% 0% 0%

162 5%
16% 19% 22%

8 0%
0% 0% 0%

2 100%
0% 0% 0%

Once a month Once in 2 months

Once in 3 months

24% 7%
4% 10%

17% 5%
4% 2%

100% 0%
0% 0%

20% 6%
3% 10%

0% 0%
13% 88%

0% 0%
0% 0%

Less frequently than once in 3 months

179

Total Base Daily

2-3 times a week Once a week 2-3 times a month

CMS

BASIX

Reliance

3i

J&K Bank

516 3%
14% 13% 26%

85 1%
14% 2% 9%

66 2%
17% 14% 26%

6 0%
0% 0% 17%

10 10%
10% 10% 10%

0 0%
0% 0% 0%

Once a month Once in 2 months

Once in 3 months

24% 7%
4% 10%

46% 9%
7% 11%

17% 8%
5% 14%

33% 0%
0% 50%

30% 10%
0% 20%

0% 0%
0% 0%

Less frequently than once in 3 months

Total Base Daily

2-3 times a week Once a week 2-3 times a month

SARK

UTL

Times

AISECT

NICT

516 3%
14% 13% 26%

6 0%
0% 0% 33%

4 0%
0% 0% 50%

1 0%
0% 0% 0%

0 0%
0% 0% 0%

21 5%
5% 5% 43%

Once a month Once in 2 months

Once in 3 months

24% 7%
4% 10%

50% 0%
17% 0%

0% 0%
25% 25%

0% 0%
100% 0%

0% 0%
0% 0%

29% 14%
0% 0%

Less frequently than once in 3 months

180

Frequency of Usage by LLII: By State

Total Base 516 Andhra Pradesh 43 Assam 46 Bihar 36 Chhatisgarh 1 Gujarat 20

Daily 2-3 times a week

Once a week 2-3 times a month

3% 14%
13% 26%

2% 12%
0% 0%

0% 9%
11% 13%

3% 14%
33% 22%

0% 0%
0% 100%

0% 10%
5% 25%

Once a month
Once in 2 months Once in 3 months Less frequently than once in 3 months

24%
7% 4% 10%

70%
14% 2% 0%

24%
17% 13% 13%

22%
0% 3% 3%

0%
0% 0% 0%

20%
5% 20% 15%

Total Base 516

Himachal Pradesh 0

Jharkhand 16

Madhya Pradesh 35

Maharashtra 8

Manipur 58

Daily 2-3 times a week

Once a week 2-3 times a month

3% 14%
13% 26%

0% 0%
0% 0%

13% 13%
6% 31%

6% 6%
6% 31%

0% 0%
0% 0%

0% 24%
10% 53%

Once a month
Once in 2 months Once in 3 months Less frequently than once in 3 months

24%
7% 4% 10%

0%
0% 0% 0%

13%
0% 6% 19%

31%
11% 0% 9%

0%
0% 13% 88%

10%
0% 2% 0%

181

Total Base Daily

2-3 times a week Once a week 2-3 times a month

Meghalaya

Nagaland

Orissa

Rajasthan

Tamil Nadu

516 3%
14% 13% 26%

50 2%
18% 12% 22%

1 0%
0% 0% 0%

42 0%
12% 33% 24%

57 2%
7% 12% 35%

41 5%
27% 15% 27%

Once a month Once in 2 months

Once in 3 months

24% 7%
4% 10%

14% 8%
6% 18%

100% 0%
0% 0%

24% 5%
0% 2%

30% 2%
2% 11%

15% 12%
0% 0%

Less frequently than once in 3 months

Total Base Daily

2-3 times a week Once a week 2-3 times a month

Uttar Pradesh West Bengal

J&K

Uttarakhand

516 3%
14% 13% 26%

31 7%
26% 13% 29%

29 10%
3% 7% 21%

0 0%
0% 0% 0%

2 0%
0% 0% 0%

Once a month Once in 2 months

Once in 3 months

24% 7%
4% 10%

13% 3%
7% 3%

21% 7%
3% 28%

0% 0%
0% 0%

0% 0%
0% 100%

Less frequently than once in 3 months

182

Reasons for Using CSC (LLII): By SCA

Total Base Ease of Access Increased reach to your beneficiaries Convenient to use Reasonable service charge Saving of time in comparison to other means Saving of cost in comparison to other means Single window service Higher profits Saving in travel 524 78% 36% 72% 61% 63% Zoom 144 78% 36% 78% 74% 56% Tera Software 1 100% 100% 100% 100% 0% SREI 163 80% 38% 74% 73% 63% Spanco 8 75% 38% 63% 75% 88% AID 5 80% 80% 80% 80% 80%

49% 24% 18% 52%

44% 24% 14% 47%

0% 0% 0% 0%

52% 24% 20% 56%

75% 88% 63% 50%

80% 0% 20% 40%

Total Base Ease of Access Increased reach to your beneficiaries Convenient to use Reasonable service charge Saving of time in comparison to other means Saving of cost in comparison to other means 524 78% 36% 72% 61% 63%

CMS 88 59% 39% 61% 39% 65%

BASIX 66 86% 24% 67% 32% 73%

Reliance 6 83% 50% 100% 67% 67%

3i 10 80% 50% 70% 60% 90%

J&K Bank 0 0% 0% 0% 0% 0%

49%

40%

68%

67%

60%

0%

Single window service

Higher profits Saving in travel

24%
18% 52%

25%
16% 35%

21%
27% 73%

33%
17% 67%

40%
0% 90%

0%
0% 0%

183

Total Base Ease of Access 524 78% 36% 72% 61% 63%

SARK 6 100% 33% 67% 50% 50%

UTL 5 100% 20% 100% 100% 60%

Times 1 100% 0% 100% 100% 0%

AISECT 0 0% 0% 0% 0% 0%

NICT 21 91% 14% 57% 48% 48%

Increased reach to your beneficiaries

Convenient to use Reasonable service charge Saving of time in comparison to other means Saving of cost in comparison to other means Single window service Higher profits Saving in travel

49% 24% 18% 52%

17% 0% 0% 100%

20% 20% 20% 20%

100% 0% 0% 0%

0% 0% 0% 0%

19% 5% 0% 33%

Reasons for Using CSC (LLII): By State

Total Base Ease of Access Increased reach to your beneficiaries Convenient to use Reasonable service charge Saving of time in comparison to other means Saving of cost in comparison to other means Single window service Higher profits Saving in travel 524 78% 36% 72% 61% 63% Andhra Pradesh 43 58% 33% 56% 35% 79%

Assam
47 89% 36% 83% 79% 68%

Bihar
36 89% 25% 67% 64% 42%

Chhatisgarh
1 100% 0% 100% 0% 0%

Gujarat
22 55% 46% 55% 27% 27%

49% 24% 18% 52%

44% 14% 23% 33%

32% 9% 34% 34%

22% 0% 0% 64%

100% 0% 0% 0%

18% 32% 5% 32%

184

Total Base 524

Himachal Pradesh 0

Jharkhand
20

Madhya Pradesh 35

Maharashtra
8

Manipur
58

Ease of Access
Increased reach to your beneficiaries Convenient to use Reasonable service charge Saving of time in comparison to other means Saving of cost in comparison to other means Single window service Higher profits Saving in travel

78%
36% 72% 61% 63%

0%
0% 0% 0% 0%

90%
45% 85% 65% 70%

89%
29% 66% 54% 60%

75%
38% 63% 75% 88%

66%
59% 95% 91% 66%

49% 24% 18% 52%

0% 0% 0% 0%

60% 5% 15% 45%

37% 17% 0% 51%

75% 88% 63% 50%

60% 26% 10% 76%

Total Base Ease of Access Increased reach to your beneficiaries Convenient to use Reasonable service charge Saving of time in comparison to other means Saving of cost in comparison to other means Single window service Higher profits Saving in travel 524 78% 36% 72% 61% 63%

Meghalaya 50 88% 32% 62% 26% 88%

Nagaland 1 100% 100% 100% 100% 0%

Orissa 42 64% 7% 79% 45% 29%

Rajasthan 58 74% 17% 55% 66% 47%

Tamil Nadu 41 93% 71% 85% 88% 76%

49% 24% 18% 52%

82% 16% 34% 84%

0% 0% 0% 0%

26% 17% 12% 48%

33% 40% 10% 28%

83% 54% 20% 68%

185

Total Base Ease of Access Increased reach to your beneficiaries Convenient to use Reasonable service charge Saving of time in comparison to other means Saving of cost in comparison to other means Single window service Higher profits Saving in travel 524 78% 36% 72% 61% 63%

Uttar Pradesh West Bengal 31 97% 58% 77% 74% 74% 29 59% 7% 59% 62% 76%

J&K 0 0% 0% 0% 0% 0%

Uttarakhand 2 50% 50% 100% 50% 100%

49% 24% 18% 52%

77% 36% 36% 61%

38% 24% 10% 28%

0% 0% 0% 0%

50% 50% 50% 100%

Barriers to Using CSC (LLII): By SCA

Total
Base Distance of the CSC Frequent power cuts High service charges Limited number of services Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behavior of the VLE Knowledge level of the VLE Higher time taken for service delivery Lack of space available Others

Zoom
253 14% 40% 19% 75% 40% 5% 0% 5% 3% 12% 10% 0%

Tera Software
5 0% 0% 20% 20% 40% 20% 0% 0% 40% 0% 20% 0%

SREI
343 13% 31% 13% 50% 40% 11% 1% 8% 10% 7% 13% 7%

Spanco
28 4% 7% 18% 7% 11% 54% 7% 15% 14% 14% 4% 39%

AID
7 0% 100% 14% 29% 43% 14% 0% 14% 14% 29% 0% 0%

954 14% 33% 14% 56% 44% 12% 2% 8% 8% 8% 12% 4%

186

Total
Base Distance of the CSC

CMS
117 25% 44% 15% 40% 42% 15% 7% 13% 13% 6% 14% 1%

BASIX
98 5% 9% 6% 83% 71% 11% 2% 2% 1% 1% 13% 0%

Reliance
19 5% 26% 0% 21% 58% 11% 0% 10% 5% 11% 5% 0%

3i
18 22% 50% 11% 67% 56% 28% 6% 23% 22% 17% 17% 0%

J&K Bank
0 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

954 14% 33% 14% 56% 44% 12% 2% 8% 8% 8% 12% 4%

Frequent power cuts High service charges Limited number of services Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behavior of the VLE Knowledge level of the VLE Higher time taken for service delivery Lack of space available Others

Total
Base Distance of the CSC Frequent power cuts High service charges Limited number of services
Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behavior of the VLE

SARK
13 8% 46% 8% 46% 62% 0% 0% 8% 0% 0% 0% 0%

UTL
35 11% 23% 3% 23% 71% 17% 0% 12% 9% 0% 6% 0%

Times
3 67% 67% 0% 100% 33% 33% 0% 0% 0% 0% 67% 0%

AISECT
0 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

NICT
15 13% 87% 7% 27% 13% 20% 0% 14% 7% 0% 13% 0%

954 14% 33% 14% 56% 44% 12% 2% 8% 8% 8% 12% 4%

Knowledge level of the VLE Higher time taken for service delivery Lack of space available
Others

187

Barriers to Using CSC (LLII): By State

Total
Base Distance of the CSC Frequent power cuts High service charges Limited number of services Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behavior of the VLE Knowledge level of the VLE Higher time taken for service delivery Lack of space available Others

Andhra Pradesh
30 40% 80% 30% 40% 37% 33% 20% 16% 10% 3% 20% 0%

Assam
104 23% 32% 4% 62% 46% 15% 0% 4% 5% 3% 4% 0%

Bihar
61 5% 54% 15% 38% 57% 13% 0% 13% 15% 3% 3% 0%

Chhatisgarh
1 0% 0% 0% 0% 0% 0% 0% 0% 100% 0% 0% 0%

Gujarat
34 9% 27% 3% 35% 32% 6% 0% 3% 15% 3% 27% 3%

954 14% 33% 14% 56% 44% 12% 2% 8% 8% 8% 12% 4%

Total
Base Distance of the CSC Frequent power cuts High service charges Limited number of services Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behavior of the VLE Knowledge level of the VLE Higher time taken for service delivery Lack of space available Others

Himachal Pradesh
2 0% 0% 50% 0% 0% 0% 0% 0% 50% 0% 50% 0%

Jharkhand
61 8% 44% 3% 39% 57% 13% 0% 12% 7% 5% 5% 0%

Madhya Pradesh
54 11% 54% 9% 37% 46% 19% 4% 11% 9% 9% 11% 0%

Maharashtra
30 3% 7% 17% 13% 13% 50% 7% 13% 13% 13% 3% 37%

Manipur
66 6% 47% 5% 92% 32% 2% 0% 5% 3% 9% 21% 0%

954 14% 33% 14% 56% 44% 12% 2% 8% 8% 8% 12% 4%

188

Total
Base Distance of the CSC Frequent power cuts High service charges Limited number of services Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behavior of the VLE Knowledge level of the VLE Higher time taken for service delivery Lack of space available Others

Meghalaya
52 6% 0% 0% 94% 90% 8% 4% 4% 2% 2% 6% 0%

Nagaland
3 0% 0% 0% 33% 67% 33% 0% 0% 33% 0% 0% 0%

Orissa
157 6% 33% 34% 68% 47% 6% 0% 2% 0% 2% 9% 0%

Rajasthan
81 38% 37% 21% 53% 36% 9% 3% 19% 14% 32% 12% 0%

Tamil Nadu
59 14% 0% 7% 44% 56% 10% 5% 0% 2% 10% 15% 0%

954 14% 33% 14% 56% 44% 12% 2% 8% 8% 8% 12% 4%

Total
Base Distance of the CSC Frequent power cuts High service charges Limited number of services Irrelevance of Services currently available Non-availability of CSC/VLE most of the time People of certain caste/religion are not allowed to use CSC Behavior of the VLE Knowledge level of the VLE Higher time taken for service delivery Lack of space available Others

Uttar Pradesh West Bengal

47 17% 47% 6% 79% 40% 6% 2% 26% 109 11% 23% 12% 46% 24% 11% 0% 3%

J&K
0 0% 0% 0% 0% 0% 0% 0% 0%

Uttarakhand
3 33% 33% 0% 33% 0% 33% 0% 33%

954 14% 33% 14% 56% 44% 12% 2% 8%

8%
8% 12% 4%

15%
2% 6% 0%

11%
11% 24% 21%

0%
0% 0% 0%

33%
0% 0% 0%

189

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: Website:

+91 11 42697800 http://www.imrbint.com

190