Mid Term Assessment of CSC Initiative April 2010 Prepared For : Prepared By :
Mid Term Assessment of CSC Initiative
April 2010
Prepared For:
Prepared By:
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But beyond a delivery channel, the CSC will be a Change Agent that would provide a structured platform for socially inclusive community participation for collective action. Community participation and collective action, and not ICT alone, will lead to a behavior change for a sustainable socio-economic development and long term rural prosperity. Source: Department of Information Technology (DIT)
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TABLE OF CONTENTS Table Of Figures .....................................................................................................................4
GLOSSARY .............................................................................................................................5
1.0 About the CSC Initiative .................................................................................................. 21
About CSCs ................................................................................................................................ 21
Implementing the CSC Scheme ................................................................................................. 21
Stakeholders involved in CSC Initiative ..................................................................................... 22
Current Status of the CSC Scheme ............................................................................................ 24
SCAs Selected per State and Mandated CSCs ........................................................................... 25
2.0 About the Study ............................................................................................................. 26
3.0 Status of the CSC Initiative .............................................................................................. 32
4.0 SCA Profiling .................................................................................................................. 33
5.0 VLE Profiling ................................................................................................................... 39
6.0 CSC Profile...................................................................................................................... 42
7.0 CSC Infrastructure .......................................................................................................... 45
IT Infrastructure ......................................................................................................................... 46
Physical Infrastructure ............................................................................................................... 51
8.0 Awareness and Usage of CSCs ......................................................................................... 53
Usage amongst Citizens ............................................................................................................. 57
Usage amongst LLIIs .................................................................................................................. 60
9.0 CSC Setup Process .......................................................................................................... 65
10.0 CSC Income and Expenditure of VLE .............................................................................. 68
11.0 Aspects related to VLE Training ..................................................................................... 70
12.0 SCA & VLE Key Programme Planning & Implementation Issues ...................................... 74
13.0 Partnership between SCAs and NLSPs ........................................................................... 76
14.0 Impact of the CSC Scheme on Government Functionaries (GFs) ...................................... 78
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Table of Figures
FIGURE 1: CSC STAKEHOLDERS ............................................................................................................................ 22
FIGURE 2: STAKEHOLDERS WITHIN EACH CATEGORY ................................................................................................. 23
FIGURE 3: CURRENT STATUS OF CSC SCHEME ......................................................................................................... 24
FIGURE 4: SCAS WITHIN EACH STATE .................................................................................................................... 25
FIGURE 5: RESEARCH DESIGN .............................................................................................................................. 26
FIGURE 6: BUILDING BLOCKS OF SAMPLING DESIGN ................................................................................................. 28
FIGURE 7: LEVELS OF SAMPLING DESIGN ................................................................................................................ 28
FIGURE 8: SAMPLING METHODOLOGY - SELECTION OF CSCS ..................................................................................... 29
FIGURE 9: IMRB QUALITY CONTROL PROCESS ........................................................................................................ 31
FIGURE 10: OPERATIONAL CSCS STATUS ............................................................................................................... 32
FIGURE 11: ORGANIZATION STRUCTURE OF SCAS ................................................................................................... 33
FIGURE 12: VLE GENDER ................................................................................................................................... 39
FIGURE 13: SEC OF THE VLE ............................................................................................................................... 40
FIGURE 14: EDUCATIONAL QUALIFICATION OF VLES ................................................................................................ 40
FIGURE 15: DOES THE VLE RUN A SIDE BUSINESS .................................................................................................... 41
FIGURE 16: AVERAGE NUMBER OF VILLAGES COVERED PER CSC ................................................................................ 42
FIGURE 17: WEEKLY OFF .................................................................................................................................... 43
FIGURE 18: INSTALLATION AND REGISTRATION OF ONLINE MONITORING TOOL ............................................................. 43
FIGURE 19: INTERNET AVAILABILITY AND TYPE OF CONNECTION ................................................................................. 47
FIGURE 20: SPEED OF INTERNET CONNECTION ........................................................................................................ 48
FIGURE 21: AVAILABILITY OF ELECTRICITY............................................................................................................... 49
FIGURE 22: ALTERNATE SOURCES OF POWER .......................................................................................................... 49
FIGURE 23: FLOOR AREA OF THE CSC ................................................................................................................... 51
FIGURE 24: CONDITION OF THE IT EQUIPMENT ....................................................................................................... 52
FIGURE 25: AWARENESS OF CSC INITIATIVE AMONGST VARIOUS STAKEHOLDERS ........................................................... 53
FIGURE 26: SOURCES OF AWARENESS AMONGST CITIZENS (LEFT) AND LLIIS (RIGHT) .......... ERROR! BOOKMARK NOT DEFINED.
FIGURE 27: VLE’S SOURCE OF AWARENESS ABOUT CSC SCHEME .................................... ERROR! BOOKMARK NOT DEFINED.
FIGURE 28: USAGE OF CSC AMONGST DIFFERENT STAKEHOLDERS ............................................................................... 57
FIGURE 29: SERVICES BEING USED BY CITIZENS ....................................................................................................... 57
FIGURE 30: SERVICES BEING PROVIDED THROUGH CSCS .......................................................................................... 59
FIGURE 31: SERVICES IN DEMAND BY CITIZENS BUT NOT AVAILABLE – AS PER VLE ........................................................ 60
FIGURE 32: AREA OF OPERATION OF LLIIS USING CSC ............................................................................................. 60
FIGURE 33: SERVICES USED BY THE LLIIS ............................................................................................................... 61
FIGURE 34: FREQUENCY OF USING CSC - LLII .............................................................. ERROR! BOOKMARK NOT DEFINED.
FIGURE 35: REASONS FOR USING CSC SCHEME - LLIIS ............................................................................................. 63
FIGURE 36: TIME TAKEN FOR SETTING UP A CSC ..................................................................................................... 65
FIGURE 37: INITIAL INVESTMENT FOR SETTING UP A CSC .......................................................................................... 66
FIGURE 38: AVAILABILITY OF CREDIT SCHEME ......................................................................................................... 66
FIGURE 39: AVERAGE MONTHLY NET OPERATING INCOME PER CSC ........................................................................... 68
FIGURE 40: TRAINING IMPARTED TO VLE BY SCA .................................................................................................... 71
FIGURE 41: ANY AMOUNT PAID FOR TRAINING ....................................................................................................... 71
FIGURE 42: VLE SATISFACTION WITH TRAINING RECEIVED ........................................................................................ 73
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GLOSSARY
• ADO: Assistant Development Officer
• AID: Alternative for India Development
• AMC: Annual Maintenance Contract
• B2C: Business to Citizen
• BDO: Block Development Officer
• BFSI: Banking Financial Services and Insurance
• CSC: Common Service Centre
• DIO: District Informatics Officer
• DTP: Desk top Publishing
• G2C: Government to Citizen
• GF: Government Functionary
• GOI: Government of India
• ICT: Information & Communication Technology
• IT: Information Technology
• LLII: Local level intervening institution
• MHI: Monthly Household Income
• NeGP National eGovernance Plan
• NIC: National Informatics Centre
• NICT: Network for Information & Computer Technology
• NLSP: National Level Service Provider
• NREGA: National Rural Employment Guarantee Act
• PC: Personal Computer
• PPP: Public Private partnership
• RAR Rapid Assessment Report
• RoW: Right of Way
• SCA: Service Centre Agency
• SCRs: Socio- Cultural Regions
• SDA : State Designated Agency
• SDC: State Data Centre
• SDM: Sub Divisional Magistrate
• SDO: Sub Divisional Officer
• SEC Socio Economic Profile
• SPV: Special Project Vehicle
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• SWAN: State Wide Area Network
• UPS: Uninterrupted Power Supply
• UTL: United Telecom Services Ltd.
• VHs Village Head
• VLE: Village Level Entrepreneur
• VSAT: Very Small Aperture Terminal
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EXECUTIVE SUMMARY
The Government of India has formulated the National e-Governance Plan (NeGP) with
the vision of providing all government services in an integrated manner at the doorstep
of the citizens at an affordable cost. The NeGP initiatives consist of 27 Central, State and
Integrated Mission Mode Projects (MMPs) along with 8 other support components for
rapid introduction of e-governance in the country. The NeGP envisions a three pillar
model for delivery of “web-enabled Anytime, Anywhere access” to information and
services in rural India. These are:
a) Connectivity: State Wide Area Networks (SWANs)/NICNET
b) National Data Centre/ State Data Centers (SDCs)
c) Common Services Centers (CSCs)
The CSC is a strategic cornerstone of the National e-Governance Plan (NeGP), approved
by the Government in September 2006, as a part of its commitment in the National
Common Minimum Programme to introduce e-governance on a massive scale. This
scheme aims towards rolling out about 100,000 rural kiosks across India.
These CSCs would provide high quality and cost-effective video, voice and data content
and services in the areas of e-governance, education, health, telemedicine,
entertainment as well as other private services. A highlight of the CSCs is that it will
offer web-enabled e-governance services in rural areas, including application forms,
certificates, and utility payments such as electricity, telephone and water bills.
Implementation of a mission-oriented project of this size, scope and complexity poses
significant challenges of project management at the national level as well as
opportunities to achieve significant economies of scale in the identification,
customization and implementation of the content, services, physical and digital
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infrastructure required for the project. Further, some of the potential citizen-centric
services lend themselves to aggregation at the national level. To enable the state-
specific implementation plans to benefit from such economies of scale, aggregation of
best practices, etc., at the program level, the Department of IT (DIT); Government of
India has appointed Infrastructure Leasing & Financial Services (IL&FS), as the NLSA of
the CSC Scheme. The NLSA is currently assisting the DIT, the State Governments and the
SCAs.
At the second/middle level is an entity termed the SCA (loosely analogous to a
franchiser) to operate, manage and build the VLE network and business. On the other
hand the SDA notified by the State Government is normally a PSU/Society or any other
agency controlled by the State Government whose primary role is to provide the
necessary policy level support to the CSC Scheme on behalf of the State Government.
The SCA is selected and supported by the respective SDA and has to be committed,
financially strong and with adequate experience of working with rural communities. This
is essential since the CSC Scheme poses a variety of complex new issues in terms of
financing, channel management, technology, integration with local community, etc.
Each SCA has to appoint a Village Level Entrepreneur, as per the norms set by the state,
at each of the location for running and managing the CSC. These VLEs are recruited on
the basis of the financial strength of the applicant, his/her educational qualification,
ability to run the CSC and meet the objectives of setting up the CSC etc. Once the VLE is
selected he/she is provided training on various aspects depending upon the
requirement. SCA is the only stakeholder who is directly in touch with the VLEs
The State Government is responsible for setting policy, regulatory and other relevant
matters at the State level. The State Governments are also taking appropriate decisions
on the mode and degree of integration with the CSC Scheme, of the existing physical,
digital and institutional infrastructure of various Government
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Functionaries/Departments in the State, such as Schools, Gram Panchayats, Public
Health Centers (PHC), Post Offices (in consultation with GOI) etc.
Department of IT, Government of India, wanted to understand if the CSC Scheme rollout
has been taking place in the right direction and collect feedback on the CSC Scheme
from various stakeholders which are Village Level Entrepreneurs (VLE), Service Center
Agencies (SCA), Citizens, Government Functionaries (GF), Local Level Intervening
Institutions (LLII) and National Level Service Providers (NLSP).
For this assessment exercise, IMRB International was asked to conduct a survey among
the stakeholders of the CSC scheme. This report is based on the findings of the survey
conducted amongst:
1. VLEs
2. Intervening Institutions (local level & NLSPs)
3. State Designated Agencies (SDAs)
4. Village Heads
5. Government Functionaries
6. Citizens
The sample was spread across 19 states being covered by 15 SCAs. A structured
questionnaire was administered to respondents across the above segments to capture
their experiences and views on different aspects related to the CSC Scheme.
1. SCA Profile & Key Programme Planning & Implementation Issues The SCAs operate through a structure that spans across national, regional, district and
block levels. Some SCAs have created a SPV for the CSC project. They work through
either a separate wing for the CSC project or include CSC as a part of their e-governance
vertical or CSR initiatives. These SCAs are from diverse backgrounds including IT
companies, NGOs, training institutes, CSR wings of corporate etc.
The type of organization varies from NGOs (such as AID, NICT); IT companies (CMS
Computers Ltd, Tera software) to training Institutes (AISECT) and even banks (J&K Bank).
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Some of the SCAs such as J&K Bank are working only in few selected areas or a single
state while there are other SCAs such as CMS which are operating in multiple states. The
total number of CSCs allocated per SCA range from 220 CSCs (Tera Software) to 8118
CSCs (SREI). Leveraging their existing network to effectively provide services was one of
the key criteria considered by SCAs while selecting the states. SCAs are mainly opting for
a pure franchisee model vis-à-vis the employee model as the employee model requires a
huge initial investment. Such new models are enabling identification of more efficient
and refined methods which would help SCAs in their long term endeavors and
contribute towards success of the CSC scheme.
Some SCAs feel that due to non-availability of G2C services (such as land records, birth
certificate etc) amongst majority of CSCs, existing as well as prospective VLEs may lose
interest in the initiative. Certain SCAs also think that they are not able to provide more
B2C (such as internet surfing, exam results etc.) and G2C services to the citizens due to
non-availability of high speed internet and SWAN connectivity at majority of places.
According to them, VSAT connectivity and Data Card/USB connectivity do provide a
satisfactory solution in terms of speed/reliability but they are too costly and the VLE is
unable to bear the burden especially when he/she is not making enough money with
low penetration of G2C services. Thus, presence of G2C services and reliable high speed
internet connectivity are expected to augment the growth of CSCs, fulfilling both its
commercial and social obligations
The uneven/hilly terrain and the Naxalite menace are the other problems cited by SCAs.
In fact all the CSCs in West Bengal and Chhattisgarh (21 CSCs in West Bengal and 15
CSCs in Chhattisgarh) which took more than 6 months to establish fall in the Naxalite hit
areas.
Name of State District
Chhattisgarh Raipur
Chhattisgarh Jashpur
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Chhattisgarh Jashpur
Chhattisgarh Jashpur
Chhattisgarh Jashpur
Chhattisgarh Jashpur
Chhattisgarh Jashpur
Chhattisgarh Jashpur
Chhattisgarh Jashpur
Chhattisgarh Kanker
Chhattisgarh Rajnandgaon
Chhattisgarh Rajnandgaon
Chhattisgarh Rajnandgaon
Chhattisgarh Rajnandgaon
Chhattisgarh Rajnandgaon
West Bengal Jalpaiguri
West Bengal Jalpaiguri
West Bengal Jalpaiguri
West Bengal Jalpaiguri
West Bengal Jalpaiguri
West Bengal Jalpaiguri
West Bengal Jalpaiguri
West Bengal Jalpaiguri
West Bengal Jalpaiguri
West Bengal Jalpaiguri
West Bengal Maldah
West Bengal Maldah
West Bengal Maldah
West Bengal Maldah
West Bengal Maldah
West Bengal Murshidabad
West Bengal Murshidabad
West Bengal Murshidabad
West Bengal Murshidabad
West Bengal Murshidabad
West Bengal Murshidabad
Table 1: Districts of Chhattisgarh and West Bengal where CSCs took more than 6 months to establish
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Apart from this, SCAs have higher expectations from the NLSPs (organizations at
national level like banks, insurance companies, etc. providing their services through
CSCs) in terms of more meaningful services suitable for rural masses, reduction in rates
vis-à-vis those in urban areas and affixation of a certain share for the VLEs involved in
marketing related activities.
2. VLE Profile & Key Programme Planning & Implementation Issues
The VLE is the key to the success of the CSC operations. While content and services are
important, it is the VLE’s entrepreneurial ability and acceptability in the society that
would ensure CSC sustainability. The quality of service at the CSCs would depend a great
deal on the quality of VLEs.
10% of the VLEs were found to be female - this is a key indicator towards women
empowerment in rural areas. 84% of the VLEs belong to Socio Economic Profile of R1
(more affluent sections of the society). The mean age of VLEs was found to be 36 years
indicating their maturity to do play the role of an entrepreneur. VLEs were found to be
well educated; 97% of the VLEs were at least SSC/HSC passed. The challenge initially was
to create awareness about the scheme to find entrepreneurs who could do justice to
the scheme. Newspapers, relatives/friends and the SCA emerged as the top 3 sources of
awareness about the CSC scheme for VLE. This shows that initiatives were taken by the
SCAs for creating awareness and attracting more people to apply for the post of VLE.
Out of 1727 villages visited, VLEs were available in 1097 villages (64%). In few cases,
VLEs themselves were not present and the CSC was managed by an employee. In the
same 1727 villages– where CSCs were claimed to be set up by SCAs, CSCs in 999 villages
(58%) were open. Of the other CSCs, 90% were yet to open while the rest were shut
down after operating for some time - mostly due to inadequate traffic coming to them.
In a few rare cases, the SCAs also terminated the services.
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The average Initial investment to setup a CSC was found to be almost Rs.50, 000. Since
in Gujarat, the employee model is being used via the eGram VishwaGram project, the
average investment was found to be lower as compared to other states. SCAs now
largely prefer the franchisee model. It was found that less than 1 out of every 5
operational CSCs had some credit scheme available for the initial investment. With
provision of credit schemes, more people from lower strata are expected to be ready to
take up the role of a VLE. A little over half (55%) of the VLEs received training from the
SCA. Amongst them, 68% were either highly satisfied or somewhat satisfied with the
training provided. Generally the SCAs have in-house trainers who they believe have
more knowledge of ground realities of the CSC model and understand VLE concerns
better. Training for the VLEs is a mandatory feature across all SCAs and consists of
induction training provided to the VLE when he/she joins the CSC and training pertaining
to the new services as and when they are launched. Business model of CSC, the role of
VLE, entrepreneurial and managerial skills, basic computer fundamentals, customer
handling, etc. are the different aspects covered in training. Generally the VLE does not
have to pay any additional fees for the training as it is covered in the initial deposit most
of the times, in some cases though the SCAs charge a nominal amount. The NLSP
directly trains the VLE in groups sometimes.
Base Yes No
Overall 1050 55.6% 44.4%
Andhra Pradesh-CMS 24 8.3% 91.7%
Andhra Pradesh- Times 14 7.1% 92.9%
Assam-Zoom 34 58.8% 41.2%
Assam-SREI 27 85.2% 14.8%
Bihar-Zoom 2 .0% 100.0%
Bihar-SREI 35 88.6% 11.4%
Bihar- SARK 42 31.0% 69.0%
Chhattisgarh-Zoom 18 55.6% 44.4%
Chhattisgarh- AISECT 13 53.8% 46.2%
Gujarat-CMS 77 44.2% 55.8%
Himachal Pradesh-Zoom 36 44.4% 55.6%
Himachal Pradesh-Tera Software 30 63.3% 36.7%
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Jharkhand-Zoom 30 50.0% 50.0%
Jharkhand- AID 17 82.4% 17.6%
Jharkhand- UTL 48 62.5% 37.5%
Madhya Pradesh-CMS 8 12.5% 87.5%
Madhya Pradesh- Reliance 19 63.2% 36.8%
Madhya Pradesh- 3i 5 100.0% .0%
Madhya Pradesh- NICT 19 78.9% 21.1%
Maharashtra-Spanco 27 85.2% 14.8%
Maharashtra-CMS 26 .0% 100.0%
Maharashtra- Reliance 35 5.7% 94.3%
Manipur-Zoom 31 93.5% 6.5%
Meghalaya-BASIX 28 100.0% .0%
Nagaland-Tera Software 5 20.0% 80.0%
Orissa-Zoom 44 27.3% 72.7%
Orissa-SREI 39 87.2% 12.8%
Orissa-BASIX 34 79.4% 20.6%
Rajasthan-Zoom 25 32.0% 68.0%
Rajasthan-CMS 31 38.7% 61.3%
Tamil Nadu-SREI 60 93.3% 6.7%
Uttar Pradesh-SREI 43 76.7% 23.3%
Uttar Pradesh-CMS 24 20.8% 79.2%
West Bengal-SREI 47 78.7% 21.3%
J&K- J&K Bank 13 23.1% 76.9%
Uttarakhand- Reliance 40 15.0% 85.0%
Table 2: Whether VLEs received training from the SCAs
For 45% of the VLEs, CSCs are the only source of income. As the income through CSCs
increases (with improvement in condition like provision of G2C services, internet
availability etc.), more and more VLEs are likely to shun their side business and focus
completely on the CSC. This is expected to further boost the growth of CSCs. On an
average, a VLE’s net operating income from the CSC is about Rs 2,570 p.m. This net
operating income was found to be around 50% of the gross income generated from the
CSC i.e. almost 50% of the gross income from the CSC goes into operating and
maintenance expenses. On the lower side the net operating income per CSC was found
to be below Rs 3000 while on the higher side above Rs 10,000 - the corresponding
operating and maintenance expense ranged between Rs 2400 to Rs 4000 p.m.
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3. CSC profile Almost half (46%) of the CSCs are open all 7 days a week - this gives more flexibility to
the rural citizens. Almost 5 villages on an average are covered by each CSC. 85% of the
villages are electrified, however the supply of electricity is not regular and 15% of the
CSCs do not have any power backup. Due to electricity issue, a few SCAs have made it
mandatory or prefer to have laptops in the CSCs as they are more power efficient and
have an in-built power backup.
Number of
CSCs
Bihar-SREI 4
Bihar- SARK 1
Chhattisgarh- AISECT 1
Himachal Pradesh-Zoom 2
Himachal Pradesh-Tera Software 3
Table 3: Number of CSCs without power backup and receiving electricity for less than 6 hrs
The average floor area was found to be 146 sq ft which is quite close to the benchmark
of 150- 200 sq ft. The average number of Desktops/ Laptops (1.2) and printers (1.1) just
exceeds the benchmark (1) but the penetration of other hardware such as webcam and
photocopy machine was found to be relatively on a lower side. Overall, the use of new
infrastructure (both physical and IT) is high (91%) since most SCAs allow only
deployment of 1st hand equipment in the CSCs. This means higher quality and efficiency
of the services provided. Another crucial parameter is internet connection which not
only aids in bringing down the digital divide but can also help in increasing footfalls with
more B2C and G2C services being accessible. Already, two out of every three CSCs is
found to be having internet connection and is thus playing a promising role in bridging
the digital divide. However, majority of the connections (54%) are low speed – this limits
the bouquet of services that can be offered. The high incidence of low speed connection
can be attributed to extensive use of VSAT (39%) and other wireless options (29%) like
data card, etc. which is narrowband. According to some SCAs, the VLE finds it difficult to
bear the cost of Internet connectivity especially when he is not making enough money
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with low penetration of G2C services. Moreover the share of the VLE in the revenue
from the Online Services lies in the range of 75-90% while for offline service it is 100%.
Many SCAs are waiting for BSNL to lay its network rather than opting for any other
connectivity. The major argument being that BSNL is the most economical option and it
also provides satisfactory solutions in terms of speed/reliability. After the recent Govt.
decision to connect all Gram Panchayats by optical fiber in the next 3 years, connectivity
problems should hopefully be resolved soon.
4. Awareness and Usage amongst Citizens Almost one in every five citizens is aware of the CSC Scheme. The primary source of
awareness for citizens was found to be the Village head (23%) followed by VLE (16%).
While the citizens’ awareness is about 20%, only 4% of the citizens have ever availed a
CSC service. Amongst those who have - majority have used services related to
IT/Telecom - like mobile recharge, DTP, Internet surfing etc followed by Commercial
services like bio-data preparation, matrimonial services etc (35%). Lack of awareness
(45%) and non existence of a need to use the services available at the CSCs (44%) are
the two major reasons for low usage of CSCs by citizens. Thus, an aggressive effort to
create awareness by different entities is expected to increase usage significantly.
Some of the SCAs are currently in the process of identifying the more relevant services
to be offered. Government Functionaries have cited frequent power cuts as a common
reason impacting the CSC usage. As per the village head, central location of the CSC
(59%) and reasonable service charges (58%) are the top 2 driving forces for the usage of
the CSCs. As per the VLEs, G2C services (90%) followed by Agriculture related services
(66%) are currently demanded by the citizens but not available. The citizens are likely to
use services such as information about crops and agricultural policies in the future.
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5. Awareness & Usage amongst Local Level Intervening Institutions (LLIIs) LLIIs are the organizations at local level such as Schools, Youth Clubs, Aanganwadi,
NGO/CSO, SHGs etc. Majority of these LLIIs belong to the education sector (57%)
followed by healthcare (39%) (Details given in ANNEXURE - II). Of the 3,300 odd LLIIs
interviewed by us, 40% are aware of the CSC Scheme. Amongst those who are aware,
42% have ever used a CSC and 58% of these users are from the education sector. 53% of
the LLIIs have used services related to DTP work such as printing, photocopying etc –
making it the most popular service. Internet access emerges as the next most used
service with 27% of the LLIIs using it which further builds up the case for internet
connectivity. Also, about 30% of the LLIIs use CSCs at least once a week. The key drivers
for using CSC by LLIIs are ease of access (78%) followed by convenience (72%) while
limited number of services (56%) and irrelevance of services available (44%) are the
main deterrents.
Some NLSPs are operating on the prepaid model wherein the SCA is required to deposit
the money in advance with the NLSP. While the advantage to NLSP is reduction in risk,
the SCAs are not comfortable with this model and advocate doing away with it. Lack of
G2C services is one of the key challenges felt by NLSPs as well since they feel the entire
CSC model is based on that and the VLEs viability and credibility depends on it.
6. Impact on Government Functionaries (GFs)
In-depth interviews were conducted with 49 Local level Government Functionaries of
the level of Collector, Deputy Collector, DM, ADM, DDO, Deputy Commissioner, District
information officer, CEO Zila Panchayat etc. and 9 State Designated Agencies (SDA).
Different reasons have been cited by the GFs for the low penetration of G2C services.
Mainly the reasons provided are - weak SWAN linkages, lack of computers and
automation of back office processes, inadequate number of skilled employees, etc.
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There is potential of using the CSCs for other purposes by government offices like data
collection and data entry, evaluation of new schemes, etc since most officials
considered such usage as a good idea that could be implemented at later stages.
In addition, 1730 Village Heads (GFs at local level) were also covered. The primary
source of awareness for citizens was found to be the Village head (23%). Their
awareness level (46%) about the CSC Scheme was found to be much higher than the
citizens and the LLIIs, probably due to their involvement in selection of CSC location.
The key triggers to the usage of CSC as per GFs are central location of CSC (59%) and
reasonable service charge (58%). On the other hand, the key barriers are limited
number of services currently being offered through the CSCs (55%) and irrelevance of
services available at the CSC (37%). This suggests that if relevant services are offered
through the CSCs at a reasonable price, more people are likely to use CSCs due to
increased convenience.
From the several discussions that we had with the SDAs, it can be inferred that they are
not having any problem in getting financial support from the center. However, they do
face a lack of clarity on the amount to be disbursed by the state.
7. Conclusions
Success of the CSC initiative depends highly upon availability of G2C services. Due to
absence of G2C services, footfalls at the CSC are not as per the expectations of the VLEs
and SCAs. As a result of below average footfalls, income of the VLEs is currently not as
per expectation. In spite of this, almost all VLEs are willing to expand the operations of
their CSC which shows their optimism about the CSC initiative. There is also a need to
increase awareness of the CSC scheme itself, the services available at the CSCs and their
benefits amongst the rural citizens.
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Poor connectivity and electricity are the other two major issues impacting the growth of
the CSCs. It was found that majority of the villages do have electricity supply but it is not
regular. Most of the CSCs have alternate power backup arrangement. VSAT and data
card are the best possible option for wireless connectivity in most of the cases but these
technologies are relatively more expensive and less reliable for the VLEs, at their current
level of income. Internet related services also emerged to be in demand for various LLIIs.
Internet connectivity opens the door for a large bouquet of B2C services and would also
be a step forward for G2C services.
The future looks promising with the VLEs upbeat about the CSC scheme as almost 90%
of the VLEs are planning to expand their CSC. This shows their positive approach
towards the initiative and reinforces their support to take this initiative to the next level.
Services currently available at the CSCs are mostly B2C in nature. G2C services at the
CSCs vary from state to state and are mostly offline. In case of B2C services - IT/Telecom
services (like mobile recharge, ringtones, wallpapers etc.) and DTP related service are
widely used.
Thus we can say that there is a need to improve the bouquet of services available at the
CSC and more emphasis needs to be given to increasing the income of the VLEs. This is
expected to happen with increase in thrust on the launch of G2C services, provision of
broadband internet connectivity and regular power supply to all the CSCs.
Salient Features
- For 45% of the VLEs, CSCs are the only source of income.
- More than 95% of the VLEs interviewed were found to be SSC/HSC or with higher
educational qualifications i.e. are quite well educated to take on the CSC work. 10% of
the VLEs were found to be female – this shows that the CSC Scheme is creating a
movement for empowering women in rural areas. More than half of the VLEs were
20
found to have received some training and most of them were satisfied with this training
across parameters.
-Almost 40% of the CSCs were setup within a month from the date of applying. The
future looks promising with VLEs upbeat about the CSC scheme as almost 90% of the
VLEs are planning to expand their CSC showing their positive approach towards the
initiative and reinforcing their support to take this initiative to the next level. Most of
the VLEs agree that they received timely and sufficient support from the SCA as well as
the government officials for setting up the CSC and are satisfied with the CSC setup
process including the time taken for setting up the CSC.
-As per the VLEs, they have become more responsible as well as respectable within their
family as well as within the village. However majority of the VLEs said that their family
cannot sustain themselves on the income generated from the CSC alone and also that
the income from the CSC is intermittent.
-Awareness and usage of CSC needs to be improved across the states as well as across
the segments (Details given in ANNEXURE- II). Usage of CSC is low because the services
available at the CSCs are limited in number and are less relevant (as per the village
heads). VLEs also mentioned that amongst the services being asked for by the citizens
but currently not available at the CSC, G2C services top the list.
21
1.0 About the CSC Initiative
The CSC (Common Service Center) Scheme is a part of National e-Governance Plan
(NeGP). It was approved by Government of India in September 2006 with objective of
developing a platform that can enable Government, private and social sector
organizations to align their social and commercial goals for the benefit of the rural
population across India. Initiated as a PPP (Public- Private Partnership) model, the
scheme is approved of Rs. 5742 crores over 4 years.
The aim of the CSC Scheme is to establish 100,000 rural kiosks across the country with
an equitable distribution - one CSC for every six census villages. The CSC Scheme goes
beyond rolling out IT infrastructure and is an attempt to build a network of 100,000+
rural businesses across India.
About CSCs
CSCs are designed as ICT-enabled (Information Communication Technology) kiosks
having a PC along with basic support equipment like UPS, Printer, Scanner, with Internet
Connectivity as the backbone and additional equipment for education, entertainment,
telemedicine, projection systems, etc. They front end as delivery points of Government
as well as private and social sector services to citizens of Rural India. Both, IT based as
well as non-IT based services are offered through these CSCs. Services being delivered or
to be delivered through these CSCs include web-enabled e-governance services in rural
areas, including application forms, certificates, and utility payments such as electricity,
telephone and water bills.
Implementing the CSC Scheme
The CSC initiative is being implemented at 3 levels,
22
Level 1 - CSC level: Local level entrepreneur called as VLE (Village Level
Entrepreneur) - He sets up CSC in nodal village to service rural consumers in cluster of 5-
6 surrounding villages.
Level 2: Service Center Agency (SCA) - This agency is an operator which manages and
builds VLE network across district. An SCA can service one or more districts in a state
with one district covering approximately 100-120 CSCs.
Level 3: State Designated Agency (SDA) - This agency will facilitate implementation
of CSC scheme within the state. It will provide policy and other support to SCAs in the
state.
Stakeholders involved in CSC Initiative
To implement CSC initiative, active participation and close interaction amongst various
stakeholders is necessary. Various stakeholders involved in the CSC scheme can be
classified into four categories namely:
1. Regulators
2. Providers
3. Receivers
4. Facilitators
Figure 1: CSC Stakeholders
23
The various stakeholders in each of the above categories are as mentioned below:
Figure 2: Stakeholders within Each Category
NLSA: - National Level Service Agency IL&FS is appointed as NLSA for CSC scheme. It is assisting DIT (Department of
Information Technology), MCIT (Ministry of Communication & Information Technology)
and all the States of India in carrying all work related to implementation of CSCs across
India. NLSA is a nodal agency which coordinates with all stakeholders of the scheme.
SDA: - State Designated Agency SDA is a state level nodal agency which facilitates implementation of CSCs. It provides
necessary support to SCAs in setting up CSCs in that state.
SCA: - Service Center Agency SCAs are playing a key role in implementation of CSCs at district level. Each SCA is
allocated 2-3 districts per state where VLE approaches them to setup CSC in nodal
village. SCAs build their network of VLEs and facilitate VLEs in setting up CSCs. SCAs
select locations (nodal villages) to setup CSCs ensuring equitable spread with
• Citizens
• Village Heads
• LLI (Local Intervening Institution)
Receivers
• SCA (Service Center Agency)
• VLE (Village Level Entrepreneur)Providers
• SDA (State Designated Agency)Regulators
• Government Agencies
• NLSP (National Level Service Provider)Facilitators
24
sustainability across districts. Broadly it is an entity that has experience in creating and
managing service delivery in rural India. Total 15 SCAs have been awarded the CSC
project across India, so far.
VLE: - Village Level Entrepreneur VLEs are the front end of scheme who set up the CSC in the nodal village. They get
support from facilitator (SCA) in setting up a CSC. They are expected to be highly
educated and have a strong social commitment. They are also required to have
entrepreneurial skills.
Current Status of the CSC Scheme
Figure 3: Current Status of CSC Scheme
Source: http://www.csc-india.org/ (25th
April 2010)
25
SCAs Selected per State and Mandated CSCs
Figure 4: SCAs within Each State
Source: http://www.csc-india.org/ (25th
April 2010)
26
2.0 About the Study
The CSC initiative was aimed towards rolling out 100,000 CSCs across India by 2008-09.
As of 30th November 09, 57,599 CSCs had been rolled out; this number was 55,979 till
31st Oct 09 and 17,775 nearly a year ago (as of 30th September 08). Considering the
mammoth size of the initiative, it becomes more important to periodically review the
status to ensure that the rollout is going as per the plan and if not so then identify the
problems being faced by various stakeholders.
To do so, it was necessary to conduct an assessment of this initiative by meeting various
stakeholders and capturing the status, problems and their views about the initiative.
This assessment exercise also included the audit of the CSCs to validate their existence
and to ensure that they have sufficient infrastructure installed and working to service
the beneficiaries meeting the objective for which they were established.
Figure 5: Research Design
Research Design
Primary Research
Field InterviewsQuantitative
Phase- Data collection
--Profiling information
on CSCs, VLEs and
SCAs collected from
concerned SCAs.
--Information captured
via Email and
Telephonic follow- ups
Preliminary
Inputs &
Insights
CITIZENS
VLE
Village Head
Qualitative Quantitative
SCA
NLSP
The VLE and the Village Head
helped us in understanding the
relationship and impact of CSC
scheme on government agencies &
local intervening institutions
SDA
GovernmentAgencies LLI
27
The study consisted of both Qualitative and Quantitative modules. The Qualitative
module included in-depth interviews with various stakeholders and helped in gaining a
better understanding of the project and identifying the problem areas and good
practices. In quantitative module face-to-face interviews were conducted with the
following stakeholders:
1. Village Level Entrepreneurs (VLE)
2. Citizens – CSC users (Nodal village)
3. Citizens – CSC non-users (Nodal Village)
4. Citizens – CSC users (Surrounding village)
5. Citizens – CSC non-users (Surrounding Village)
6. Opinion Leaders/Village Heads
7. Local Level Intervening Institutions
For conducting these interviews, 1727 CSCs were selected from a database of ~30,000
CSCs provided by IL&FS. In case of VLE, 2 different questionnaires were administered
with him/her. One was regarding the information about the VLE himself whereas other
was regarding the CSC (Infrastructure, setup time, training etc.). These 1727
CSCs/villages were distributed across 19 states and included CSCs of various SCAs.
Selection of CSCs was done purposively keeping in mind various impact variables (some
impact variables such as age of CSC had to be shelved because of lack of information
provided by SCAs) and ensuring uniform spread across state and SCRs (Socio-Cultural
Regions). These interviews were conducted between 23rd Nov. 2009 and 18th Feb. 2010.
The process of selecting 1727 CSCs (sampling) from the database of ~30,000 CSCs was
done considering three control variables namely State Coverage, SCA Coverage and
Socio-Cultural Regions. Figures given on the next page explains the building block of
sampling along with levels at which sampling was done. During sampling, it was ensured
that in all the states covered, all the SCAs which are operational and for which proper
database is available should be covered in the sampling. Also we ensured coverage of all
SCRs.
28
Figure 6: Building Blocks of Sampling Design
Figure 7: Levels of Sampling Design
29
Figure 8: Sampling Methodology - Selection of CSCs
Detailed sample size covered during the study is given below:
Segment Total Sample Size
Citizens – Listing 113648
Citizen – Main – User 13754
Citizen – Main – Non-user 6814
Village Head 1674
LLII 3410
VLE 1730
CSC 1727
Table 4: Sample Size - Quantitative Module
Coverage of all SCAs
(Wherever database was available)
Selection of all SCRs in a state
Selection of states where each SCA is
present All the states served by a SCA are selected to ensure
state governed parameters are factored in
From each of the 3 strata
The required number of CSCs were selected
30
In addition to this, qualitative interviews were also conducted. Breakup of the
qualitative interviews by type of respondent was as per the below table:
Segment Total
SCAs 13
NLSPs (National Level Service Providers) 5
SDAs 9
Local level Government Functionaries (BDOs, Collectors etc) referred to as GF in the report
49
Table 5: Sample Size - Qualitative Module
Details of the CSCs visited during the study by state and SCA are given below:
State SCA Sample
Andhra Pradesh CMS 52
Times 39
Assam Zoom 45
SREI 47
Bihar
SREI 46
SARK 58
ZOOM 55
Chhattisgarh AISECT 43
ZOOM 43
Gujarat CMS 110
Himachal ZOOM 39
Tera 39
Jharkhand
UTL 56
Zoom 51
AID 46
Maharashtra
Spanco 45
CMS 45
Reliance 45
Manipur Zoom 33
Meghalaya Basix 32
Nagaland Tera 10
Orissa
Zoom 47
SREI 47
Basix 48
Rajasthan CMS 39
Zoom 36
Tamilnadu SREI 75
Uttar Pradesh CMS 54
SREI 58
Madhya Pradesh CMS 90
NICT 30
31
3i Infotech 10
Reliance 56
West Bengal SREI 72
Uttaranchal Reliance 59
J&K J&K Bank 27
Table 6: Number of CSCs Covered
Figure 9: IMRB Quality Control Process
IMRB strictly follows various internal quality control norms along with the ESOMAR
guidelines to ensure that good quality data is captured. For the same, scrutiny and back
checks are done at various levels. Detailed process of quality control followed in this
study is given in the above diagram.
32
3.0 Status of the CSC Initiative
Out of the 1727 CSCs (and VLEs) claimed to be operational that were covered in the
survey, 1097 VLEs were available in the village whereas in 999 cases CSCs were found to
be open i.e. were having the basic setup and were in a condition to provide services to
the citizens (and were not closed at the time of visit). In some cases even the brick and
mortar model was not present in the village or the CSC was closed however the VLE was
available in the village. Also there were few cases wherein the CSC was present in the
village but VLE was not available (someone else such as an employee or relative of the
VLE was looking after the CSC in the absence of VLE). This explains the difference in the
figures for CSCs operational and VLEs available. Amongst CSCs found to be non-
operational, about 90% were yet to be opened while 10% were closed down after
providing services for some time - mostly due to inadequate footfalls. In some cases, the
VLE closed down the CSC to pursue other career opportunities. In a few cases where the
employee model was being followed, the SCA had closed the CSC.
Figure 10: Operational CSCs Status
Status of CSCs and VLEs by state and SCA is given in the ANNEXURE- II.
Operational CSCs58%
Non Operational
CSCs42%
Operational CSCs
CSCs not yet open
90%
CSCs closed after
opening10%
Status of non- operational CSCs
33
4.0 SCA Profiling
The SCAs operate through a structure that spans across national, regional, district and
block levels. Some SCAs have created a SPV for the CSC project. SCAs work through
either of these 2 models-
A separate wing for the CSC project
Include CSC as a part of their e-governance vertical
These SCAs are from diverse backgrounds including IT companies, NGOs, training
institutes, CSR wing of corporate etc.
Figure 11: Organization Structure of SCAs
Some SCAs are working only in few selected areas or in a single state while there are
others that are operating in multiple states. Leveraging their existing network to
effectively provide services was one of the key criteria considered by SCAs while
selecting the states.
SCAs are mainly opting for a pure franchisee model vis-à-vis the employee model as the
employee model requires a huge initial investment. In the scenario of lack of
government support in terms of revenue viability, the SCA is not able to sustain in the
District Managers
National Headquarters
Block Managers
Regional Managers/Project Managers
34
employment model. The Franchisee Model incorporates the interests of the VLE which
leads him to be more proactive.
The uneven/hilly terrain and the Naxalite menace are the main barriers cited by SCAs in
setting up the CSCs. The share of the VLE in the revenue from the Online Services is
anywhere in the range of 75-90%. For offline service, 100% of the revenue is transferred
to the VLE.
A brief profile of the SCAs is given below: (Geographical coverage of various SCAs and
number of CSCs to be established by each of them has been given in Figure 4: SCAs
within Each State and Mandated CSCs (Refer to Pg. No.27))
1. AISECT: AISECT, established in 1985, is India’s leading Training and Educational
services network with a spread of over 8,000 franchisee centers across 27 states and 3
Union Territories in the country. AISECT’s mission is to reach out to the remotest
corner of India and promote ICT based training and services to empower people,
generate employment for the youth and unfold entrepreneurship based initiatives to
create and inclusive society. Through its various projects, initiatives and innovations,
AISECT has been trying to reach out to people in rural areas. It has formed a State
Project Team in M.P. & Chhattisgarh which act as a Nodal office for formulation of
strategies, mobilization of resources and monitoring the implementation of the
Common Service Centre Project in AISECT CSC districts. The structure of this team is as
follows:
State project team
State office in Bhopal & Raipur
Regional managers
District managers
Block managers
Services coordination group
35
AISECT has evolved the following Project structure to implement the CSC Project in its
allotted regions:
2. BASIX: BASIX is a rural livelihood promotion institution set up in India in the year
1996. Its mission is to promote a large number of sustainable livelihoods, including
for the rural poor and women, through the provision of financial services and
technical assistance in an integrated manner. The BASIX group comprises of several
financial services and technical assistance companies. While BASIX Ltd is the holding
company, Bhartiya Samruddhi Finance Limited (BSFL) is the flagship company.
Bhartiya Samruddhi Finance Limited (BSFL) is a Non-Banking Finance Company
(NBFC), through which credit and technical assistance services are being delivered.
BSFL has been functioning since 1996. In pursuit of BASIX mission, to promote and
support sustainable livelihoods, BSFL has adopted the “Livelihood Triad” strategy
through which the company also provides Agricultural & Business Development
Services to about one third of its customers through Livelihood Service Providers
(LSPs) and Institutional Development Services for producers like MACS for cotton
producers, dairy cooperatives. The BSFL team comprises of professionals in the field
of Management, Accounting, Agriculture, Social Work, Engineering, Science etc.
Total number of staff and livelihood service advisors in the company is over 8,500
across the country. BSFL has taken up the CSC project in Zone –IV in Orissa.
3. CMS: CMS was founded in 1976 and is an IT solutions provider with 15000+
professionals’ worldwide offering solutions and services across various verticals. CMS
is also an architect in Designing and Implementing large service delivery Projects in
the E Governance area in India. It has deployed its solutions which are operational in
more than 7 States including Andhra Pradesh, Karnataka, Punjab, Rajasthan, Uttar
Pradesh, Maharashtra and West Bengal to run CSCs. CMS offers more than 120
36
Citizen Services pertaining to Sate Government, Local Government, Central
Government and Private Agencies related to Payment Of Utility Bills (like Electricity,
Water, Telephones etc), Payment of Taxes, Registration and Issuance of Certificates,
Mobile Recharge, Ticket Booking, Insurance Premium Payment etc. Some of the E-
Governance Projects pioneered by CMS are - e-Seva, Andhra Pradesh, BangaloreOne,
Kaveri Project Karnataka etc. CMS has also designed and implemented various other
e-governance projects such as - ILMS Project - Punjab (Integrated Land Records
Management), Computerization of Registration Department - West Bengal, Citizen
Friendly Services of Transport Department - AP, Food and Civil Supplies Department -
Karnataka etc.
4. Consortium of Tera Software: Tera software is the prime bidder for Himachal
Pradesh and Arunachal Pradesh. It is also implementing the CSC Project in
Pondicherry and Nagaland. For Himachal Pradesh, Tera Software has a MoU with the
GNG Group for setting up the CSCs. Similarly for Arunachal Pradesh, they have signed
a MoU with Calance software. In both these consortiums, Tera is the technology and
project management & guidance provider, while GNG/Calance is executing the
project on the ground. GNG was started in 1996 as a trading house. With the
beginning of this millennium, GNG ventured into infrastructure projects in Power
Transmission & Distribution sector. Later, in 2008, GNG started its ITES wing and
started implementing the Common Services Centre project in Himachal
Pradesh. Calance Software is an entity which mainly operates in the US and India, and
to a limited extent in Europe. However, majority of the equity is owned by Indians
operating out of Gurgaon. In the US, Calence basically carries out facilities
management tasks. In India it has become the largest enrollment agency for smart
Cards. Villages are visited to enroll the beneficiary families/individuals and generate
and deliver the smart Card on the Spot.
37
5. NICT: Network for Information and Computer Technology (NICT) is an ISO 9001-2008
Organization. It is part of the Dainik Bhaskar Group having more than 15 years
experience in ICT ranging from its promotion, training, development, to its
implementation. NICT has conceptualized, designed, developed and implemented
several e-governance projects in Madhya Pradesh across more than 15 districts. NICT
is again taking lead in promotion, innovation and implementation of e-governance in
the MP and other States. NICT has been awarded the tender by the district
administration for establishing “Samadhan Centers” in Indore district to provide
citizen services and information via ICT using the local language i.e. Hindi.
6. Spanco: Spanco is an active player in the ICT field with a dedicated business Unit for
e Governance, System Integration and BPO. It has 8 regional/branch offices located in
Mumbai, Delhi (NCR), Bangalore, Kolkata, Hyderabad Chandigarh, Bhubaneswar, and
Dehradun and presence in 14 states. Spanco provides operations and maintenance
support in more than 65 cities to their clients. It is a SEI CMM Level 3 and ISO 9001-
2000 certified IT / Telecom solutions and Services Company. Spanco Ltd. is also
present in the BPO space with four separate entities spanning Domestic, International
(US and UK) and Middle East operations. It has been an active player in the Systems
Integration (SI) space for over a decade and today ranks amongst the top 5 SI’s in
India. Spanco provides scalable solutions catering to two core verticals - Government
and Service Providers. It specializes in four key areas – Application development and
management, Complex Networking, Data Center services and Managed Services and
has dedicated business units for e-Governance, Power Sector, Service Provider,
Telecom.
7. SREI Sahaj: SREI Sahaj e-Village Limited, a subsidiary of SREI Infrastructure Finance
Limited, has taken the initiative of building rural infrastructure in the country under
the National e-Governance Plan. SREI has been commissioned for setting up over
28,006 CSCs in six states of West Bengal, UP, Bihar, Orissa, Assam and Tamil Nadu.
38
Sahaj has its own data Center and service portal for every state with payment
Gateway. Soon they are going to launch Financial Inclusion services for their CSCs
wherein the CSCs will work as a business correspondent for the bank.
8. UTL: The UTL Group is based in Bangalore and a three decade old ICT Solution
Company with wide experience in setting up telecom and e-governance networks.
They also offer solutions for the transport sector. The UTL Group of Companies are
engaged in design, manufacturing and software in the areas of telecommunications
(all sectors wired, wireless & fiber optic), networking, systems integration, software
solutions, Contract R&D, PCB manufacture, microelectronics design, precision
engineering plastics tooling and molding, electrical stampings and laminations, die-
casting, mechanical fabrication etc. UTL is mandated to roll out 2943 CSCs in Ranchi,
Hazaribagh and Kolhan Divisions of Jharkhand which it plans to complete by end June
2010. It is the first SCA in India which has started delivering government services. In
the last four months they have started offering government services(G2C services) in
14 districts out of the 15 and we have registered more than 1,10,000 online e-Nagrik
applications through their 57 Block HQs and 190 panchayat centers.
9. Zoom: Zoom Developers Private Limited (ZDPL) is an 18 year old company
predominantly engaged in Large Projects Development & IT related projects in India &
abroad. The Gross Turnover of the Company is Rs. 1651 crores and has more than
3000 employees. The Company is headquartered in Mumbai and has Regional Offices
located at Gurgaon, Indore, Kolkata, Cochin and Bangalore. ZDPL is present as a SCA in
nine states - Assam, Orissa, Chhattisgarh, Himachal Pradesh, Rajasthan, Manipur,
Jharkhand, Bihar and Mizoram. Their state offices are headed by Regional Managers
who are supported by Manager – Operations & Manager – Sales & Service and field
teams.
39
AID: A part of AID - Vikalp Multimedia (VMM) is the SPV responsible for rolling out the
CSCs. It was started with the support of AID - an international organization with two and
half decade of experience in rural development. VMM is a not for profit company based
in Chennai with branches in Jharkhand State. The people behind VMM have experience
of two and half decades in rural development and IT sector. This company was
conceived and created to serve as a platform for finding media and rural technology and
solutions to the rural problems of the poor. VMM serves as a forum to provide need
based and rural and tribal friendly media and communication technologies for solving
rural problems. This initiative is also intended to help the poor to make them digital
literate, improve the quality of education, create on-line villages, provide access to
government information and services, enhance rural livelihoods, boost the local
economy and engage the poor as active players and agents of change.
5.0 VLE Profiling
Figure 12: VLE Gender
The mean age of VLEs was found to be 36 years. 10% of the VLEs interviewed were
female - this is a key indicator towards women empowerment in rural areas. In
Rajasthan, only females can apply to become a VLE. However in some cases it was found
40
that while as per the database, the VLE was female but actually CSC was being run by
the VLE’s husband or some other relative who claimed to be the VLE.
Figure 13: SEC of the VLE
Out of all the VLEs interviewed, 84% belonged to the most affluent section of the society
i.e. SEC R1. Less than 5% of the VLEs were found to be from the bottom three SECs i.e.
SEC R3, R4 and R5. This can be attributed to the high investment required for setting up
a CSC along with the minimum educational qualifications.
Figure 14: Educational Qualification of VLEs
41
The VLEs were found to be well educated. As per the government mandate, a VLE has to
be at least 10th standard pass - 95% of the VLEs meet this criteria. Also more than half of
the VLEs were found to be at least graduates.
Figure 15: Does the VLE run a Side Business
More than half of the VLEs interviewed were found to be having some other business
apart from running a CSC. Currently, as per the VLEs, it is difficult for them to sustain
their family with the income from the CSC alone. As the income through CSC increases
(with improvement in condition like provision of G2C services, internet, electricity, etc.),
it is expected that more and more VLEs will shun their side business and focus
completely on their CSC – this is expected to further boost the growth of CSCs.
The VLE profile for various states and SCAs are given in the ANNEXURE - II.
Yes55%
No45%
42
6.0 CSC Profile The CSCs are being established mainly to make various public, social and private services
available to the citizens residing in the remote areas of the country. Thus the perceived
benefit of CSC becomes more significant with increase in distance of the CSC from the
nearest town. Among the CSCs surveyed, the average distance from the nearest town
was found to be around 14 Km. The maximum average distance of CSC from the nearest
town was found to be in Rajasthan (29 Km.) whereas minimum was in Uttarakhand (6
Km.).
Figure 16: Average Number of Villages Covered per CSC
As per the SCAs a host of factors such as proximity to a government office, population,
availability of power, accessibility, building type (if its pucca or not) and electricity
connection, are key considerations before deciding the CSC location. Most CSCs are
reaching out beyond the nodal village that they are operating in. It is mandated that the
CSC should reach out to 5-6 villages and it was found that on an average each CSC
covered in the survey is serving almost 5 villages. Also more than 50% of the CSCs were
found to be serving more than 5 villages. The average number of villages was found to
be maximum in Bihar (6.1) and minimum in Gujarat (1.8).
1 Village
13%2 Villages
4%
3 Villages
11%
4 Villages
11%5 Villages
10%
6 Villages16%
7 Villages35%
Villages
43
Figure 17: Weekly off
More than half of the CSCs covered in the survey observe their weekly off on Sunday
whereas 46% of the CSCs are open all 7 days of the week. This is a boon to the rural
citizens since all government offices work only 5 days a week and also shows the
keenness of the CSCs to serve the people.
Figure 18: Installation and Registration of Online Monitoring Tool
Monitoring of a mission-oriented project of this vast a size, scope and complexity poses
significant challenges of project management at the national level. It also makes
monitoring the day to day running of the CSC a difficult task. The Online monitoring tool
is an application/micro agent which is installed on the laptop/desktop of the CSC and on
registration uses the internet connection available at the CSC to send periodic logs to
the central server.
44
Since the monitoring tool is meant for tracking the uptime of all the desktops/laptops in
a CSC on a daily basis, the tool is required to be installed on at least one PC that would
be functioning regularly in the CSC. The monitoring tool also has the facility of
generating MIS reports as per the requirement of the user and raising an alarm on
occurrence of some predefined events.
45
7.0 CSC Infrastructure SCAs are using different models across states. Currently the two models being used by
the SCA are – Employee model and Franchisee model. . In the Employee model, the
entire investment is incurred by the SCA. Post establishment of the CSC (along with all
the IT and non-IT infrastructure), the SCA appoints and trains a VLE who works as an
employee of the SCA and is responsible for managing the CSC. In the franchisee model,
SCA selects and trains the VLE, post which the VLE looks for space and purchases the
required equipment as per the mandate. In this model, all the investment is made by
the VLE himself, in some cases the SCA provides the infrastructure as well but the
payment is made by the VLE. Over a period of time, an optimal model is expected to
emerge wherein the roles and responsibilities (maintenance, creating awareness,
providing G2C services, etc.), commission percentage, etc. are defined in a manner that
best suit the CSC scheme.
As per the mandate, key infrastructure required for setting up a CSC includes:
Physical Infrastructure
o Floor area of approximately 150 to 200 sq. feet
o Illumination (Tube light/ bulbs)
o Ventilation (fans) and
o Furniture (Tables and chairs)
IT Infrastructure
o Desktop or Laptop in working condition
o Printer, scanner and other peripheral devices
o Internet connection for Desktop or Laptop
Depending upon the model being followed, the SCAs also have dedicated teams looking
after provisioning of infrastructure and service/maintenance of infrastructure.
“We have our own
management team. We
manage our own
infrastructure. We have 3
level teams which manage
this task of providing
maintenance to the VLEs.
We provide these services
free of cost.”- SCA“
46
IT Infrastructure
IT infrastructure is strategic towards providing different services not only now but in
future too when G2C services get rolled out extensively. During the audit of the CSCs,
the average number of IT infrastructure in a working condition was found to be meeting
the benchmark. Average number of IT equipments found in working condition is given
below. These do not represent the number of equipments provided/purchased or
available at the CSC but is the number of equipments found to be in working condition.
While desktop/ laptops and printers just exceed the benchmark, the penetration of
other peripheral hardware such as webcams and photocopy machines was relatively
lower.
Units in working Condition Mean
Desktop / Laptops 1.2
Printers 1.1
Webcams 0.5
Digital Cameras 0.6
Scanners 0.7
Photocopying Machines 0.5
CD / DVD Writers 0.9
Table 7: IT Equipment in Working Condition
SCAs have tied-up with different vendors for supplying the various equipments as well
as for maintaining them. In some cases, depending upon the business model, the
purchase of equipment is the responsibility of the VLE.
47
Figure 19: Internet Availability and Type of Connection
There are only about 3.3 million active internet users in rural India constituting 9% of
the total 36 million active internet users in India. Public shared access via focused
channels such as schools, CSCs etc is the way forward for providing a multiplier effect in
rural areas since few rural citizens can afford a device and broadband connection.
Internet connectivity not only aids in bridging the digital divide but also attracts users at
the initial stage itself by acting as source of entertainment and communication (email,
messenger, etc.). In addition, it will form the critical support/ access medium to provide
diverse set of B2C and G2C services.
48
During the survey it was found that as many as 68% of the CSCs have internet access.
Due to the non-availability of network of any ISP in majority of the areas where CSCs
have been established, most of the Internet owning CSCs had a VSAT connection. Wired
connection which is comparatively cheaper (excluding leased line), was present in only
32% of the cases.
Figure 20: Speed of Internet Connection
Rural citizens require high speed applications (telemedicine, e-education) the most but
can afford them the least. Among those owning an Internet connection, 54% were
found to have a less than 256 kbps speed connection. Reasons for such internet speed
includes limited affordability of the VLEs and relatively low penetration of services like
telemedicine, video conferencing (for education or agriculture purposes), distance
learning, etc that require high speed connectivity. The high incidence of narrowband
connection can be attributed to extensive use of VSAT (39%). Another reason is use of
other wireless options (29%) like data card which are currently low speed and less
reliable. According to some SCAs, VSAT connectivity and Data Card/USB connectivity do
provide a satisfactory solution in terms of speed/reliability but most VLEs are unable to
bear their high cost. However many SCAs are waiting for BSNL to lay its network rather
than opting for any other connectivity. The major argument in this regard is that BSNL is
the most economical option and it also provides satisfactory solutions in terms of
speed/reliability. After the recent Govt. decision to connect all Gram Panchayats by
49
optical fiber in the next 3 years, perhaps the connectivity problem should be resolved
soon.
Figure 21: Availability of Electricity
In 85% of the villages, minimum 6 hrs of electricity is available per day. However in
majority of cases, electricity in rural areas is supplied as per the agricultural demand i.e.
mainly during early morning hours.
Figure 22: Alternate Sources of Power
50
Considering the non-availability of regular supply of electricity in majority of the villages,
arrangements for power backup is a must for proper functioning of the CSCs. During the
survey, 85% of the CSCs had at least one alternate mode of power supply available
which was either UPS (single UPS for all computers or separate UPS for each computer)
or generator. Few SCAs have made it mandatory (or give preference) to have only
laptops in the CSCs as they are more energy efficient and have an in-built power backup.
With increasing electrification, the situation is expected to improve. In addition, the
operating expense on power backup is likely to reduce further thus increasing the VLE’s
net income.
51
Physical Infrastructure
Figure 23: Floor Area of the CSC
As per the mandate, floor area of the CSC should be at least 150-200 Sq. ft. In the audit,
it was found that the average floor area across the CSCs covered was 146 sq. ft. As per
the above chart, in 62% of the CSCs, the floor area was found to be 150 sq. ft. or less.
Thus, CSCs are almost in line with the benchmark stated by the Government.
For other physical infrastructure, average number of units found to be in working
condition during the audit, are given in the table below:
Observed in working condition Mean number per CSC
Tables / Desk 2.1
Chairs 2.9
Tube lights 1.6
Electric Lamps / Bulbs 1.6
Ceiling Fans 1.2
Table Fan 1.3
Television 1.2
Radio 1.4
Mobile 1.4
Table 8: Physical Infrastructure found to be in Working Condition
52
Figure 24: Condition of the IT Equipment
In more than 90% of the cases, equipment available at the CSCs is new. Majority of the
SCAs only allow the deployment of 1st hand equipment in the CSCs. This goes in favor of
the CSC scheme, as new equipment enables provision of the services with higher
efficiency and more reliability. Also, it results in lower maintenance costs.
New91%
Refurbished9%
New vs. Refurbished
53
8.0 Awareness and Usage of CSCs
Figure 25: Awareness of CSC Initiative amongst various stakeholders
During the survey it was found that awareness about the CSC Scheme is highest
amongst village heads (46%) and lowest among citizens (19%).
Base Yes No
Overall 1674 45.9% 54.1%
Andhra Pradesh-CMS 51 58.8% 41.2%
Andhra Pradesh- Times 36 16.7% 83.3%
Assam-Zoom 45 71.1% 28.9%
Assam-SREI 46 71.7% 28.3%
Bihar-Zoom 55 14.5% 85.5%
Bihar-SREI 47 66.0% 34.0%
Bihar- SARK 58 39.7% 60.3%
Chhattisgarh-Zoom 36 13.9% 86.1%
Chhattisgarh- AISECT 39 20.5% 79.5%
Gujarat-CMS 110 53.6% 46.4%
Himachal Pradesh-Zoom 37 21.6% 78.4%
Himachal Pradesh-Tera Software 38 47.4% 52.6%
Jharkhand-Zoom 51 47.1% 52.9%
Jharkhand - AID 45 51.1% 48.9%
Jharkhand- UTL 54 53.7% 46.3%
54
Madhya Pradesh-CMS 91 7.7% 92.3%
Madhya Pradesh- Reliance 51 27.5% 72.5%
Madhya Pradesh- 3i 10 100.0% .0%
Madhya Pradesh- NICT 30 60.0% 40.0%
Maharashtra-Spanco 27 81.5% 18.5%
Maharashtra-CMS 45 8.9% 91.1%
Maharashtra- Reliance 40 27.5% 72.5%
Manipur-Zoom 33 97.0% 3.0%
Meghalaya-BASIX 31 100.0% .0%
Nagaland-Tera Software 10 30.0% 70.0%
Orissa-Zoom 47 89.4% 10.6%
Orissa-SREI 46 39.1% 60.9%
Orissa-BASIX 48 56.3% 43.8%
Rajasthan-Zoom 34 64.7% 35.3%
Rajasthan-CMS 41 65.9% 34.1%
Tamil Nadu-SREI 74 60.8% 39.2%
Uttar Pradesh-SREI 56 37.5% 62.5%
Uttar Pradesh-CMS 54 5.6% 94.4%
West Bengal-SREI 73 94.5% 5.5%
J&K- J&K Bank 27 .0% 100.0%
Uttarakhand- Reliance 58 8.6% 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.
55
Figure 26: Source of Awareness Among Citizens
Figure 27: Source of Awareness Among LLIIs
Village heads (VHs) as opinion leaders play a vital role in creating awareness about any
product or service in rural areas. The Village head/Sarpanch and VLE emerged as the top
1%
2%
3%
3%
5%
5%
6%
12%
12%
13%
16%
23%
0% 5% 10% 15% 20% 25%
Through some politician
Television
From various NGOs
Pamphlets
From a government office/official
Others
Radio
Another Villager
Billboards/Posters
Newspaper
From VLE or VLE initiative
Village Head, Sarpanch, etc.
Citizens
3%
3%
3%
5%
11%
18%
19%
39%
49%
0% 10% 20% 30% 40% 50% 60%
Television
Newspaper
Awareness programs like Nukkad Natak
Others
From a government official/office
Village Head/Sarpanch
Newspaper
Word of mouth
From the CSC operator/VLE
LLIIs
56
2 sources of awareness amongst citizens. Both VLEs as well as the government should
together create higher awareness and work more closely with the VHs to leverage their
high level of awareness and influence amongst the villagers. The reach of each CSC, in
terms of number of villages being catered to, will increase with increasing awareness.
Amongst LLIIs i.e. organizations at the local level like schools, Youth clubs, Aanganwadi,
NGOs/CSOs, SHGs etc. providing their services through CSCs - the VLEs and word of
mouth were the top two sources of awareness. Since awareness is a key concern, mass
media awareness programs from stakeholders other than the VLE could be considered.
Figure 28: VLE’s Source of Awareness about CSC Scheme
On asking about the first source from which the VLE came to know about the CSC
initiative - majority of the VLEs (42%) said newspaper followed by Relatives and Friends
(38%) and SCA (23%).
0% 10% 20% 30% 40% 50%
Internet
Radio
Through government …
Television
An existing VLE
Pamphlets
Village Head/Opinion Leader
From SCA
Your relatives/Friends
Newspaper
VLE
57
Figure 29: Usage of CSC amongst different stakeholders
Usage amongst Citizens
Amongst citizens, the usage was found to be as low at 4%.
Figure 30: Services Being Used by Citizens
Majority of the citizens have used services related to IT/Telecom - like mobile recharge,
DTP, Internet surfing etc followed by Commercial services like bio-data preparation,
matrimonial services etc (35%).
58
Reasons Behind Citizens Not Using CSC
Never felt the need of using services available 44%
CSC/VLE is unavailable most of the time 4%
Negative feedback 2%
High Service charges 2%
Traditional way is more convenient and reliable 6%
Not allowed to use CSC due to caste 2%
CSC is too far from home 6%
Non availability of services due to no internet connectivity
3%
Non availability of services due to power failure 3%
Not aware of Services offered 45%
Others 20%
Table 10: Reasons behind Citizens Not Using CSC
The usage of any product or service depends on its awareness as well as its relevance.
Lack of awareness (45%) and non existence of a need to use the services available at the
CSCs (44%) are the two major reasons for low usage by citizens. This indicates that there
is a need to create higher awareness about all services available at the CSC and how
citizens can benefit from them. Also it implies that services currently available at the
CSCs are not entirely relevant to them (since they never felt the need to use those
services). Some of the SCAs are currently in the process of identifying more relevant
services that can be offered. Government Functionaries have cited frequent power cuts
as a common reason deterring CSC usage.
59
Figure 30: Services Being Provided Through CSCs
Talking about the services currently being provided through the CSCs, IT/Telecom
services tops the list with 88% of the CSCs offering them, followed by Commercial
services (72%). IT/Telecom related services and commercial services, which were found
to be most widely available service at the CSCs, are also the most widely availed/used
services. However, considering the proportion of CSCs offering finance (42%) and travel
(44%) related services, the level of usage by citizens is on a lower side. Only 4% of the
CSCs were found to be offering health or agricultural services.
60
Government services 90%
Healthcare/ Telemedicine services 51%
Commercial services 53%
Data collection services 41%
Entertainment 41%
Financial services 55%
Education services 60%
Agricultural services 66%
Table 11: Services in Demand by Citizens But Not Available – as per VLE
66% of the VLEs said that they are not offering agricultural service but the same are in
demand. Also 90% of the VLEs mentioned that people ask for government services
which are currently not available at their CSC.
When asked about preference between CSC and the traditional mode of service
delivery, more than half of the people preferred CSC over traditional mode.
Usage amongst LLIIs
LLIIs are the local level organizations like schools, Aanganwadi, NGO/CSO, etc. providing
their services through CSCs
Figure 31: Area of Operation of LLIIs using CSC
61
More than half of the LLIIs using the CSC Scheme belong to the education sector - these
mostly include schools and colleges.
Figure 32: Services Used by the LLIIs
More than half of the LLIIs covered in the survey belong to education sector - DTP
related services such printing, photocopying, photographs, etc. emerged as the most
used service amongst these LLIIs. However the next most used service among LLIIs was
found to be Internet which further builds up the case for internet connectivity. The
Internet will also serve as a medium for making more and more services available to the
rural LLIIs and from them to the citizens. Since more than 85% of the LLIIs using services
at the CSCs belong to either education (58%) or healthcare (27%), usage of IT (including
internet) and DTP services is likely to grow.
62
Figure 33: Frequency of Using CSC – LLII
Usage of CSC cannot be determined by only asking if someone has ever used a CSC or
not. We also need to consider the frequency of usage also. To ensure regular visit at the
CSC it is essential that the services available at the CSC are either widely used (by most
of the people) or very frequently used. For e.g. usage of ‘Payment of Electricity Bill’ as a
service will be much more frequent than ‘Renewal of Driving License’ since payment of
electricity bill is made by almost every household every month/2 months as compared
to renewal of driving license which is used by very few people and that too once in 15
years (or so).
When we asked the LLIIs about their frequency of using the CSC, we found that a good
30% of the LLIIs who have ever used CSC use it at least once every week. 3% of the LLIIs
use CSC daily whereas 10% of the LLIIs use CSC less than once in 3 months.
As per 24% of LLIIs, Government services are in demand but unavailable at their CSC.
3%
14%
12%
26%
24%
7%
4%
10%
0% 5% 10% 15% 20% 25% 30%
Daily
2-3 times a week
Once a week
2-3 times a month
Once a month
Once in 2 months
Once in 3 months
Less frequently
LLIIs
63
Table 12: Services in Demand But Not Available as per LLIIs
Figure 34: Reasons for Using CSC Scheme - LLIIs
Total
Base 487
BFSI 7%
DTP Related 2%
Educational 16%
Health 12%
Bill Payment 11%
Government Services 24%
Internet 12%
Travel 5%
Employment 2%
Agriculture 2%
Others 6%
64
Reasons For Not Using CSC - LLIIs Total
Distance of the CSC 14%
Frequent power cuts 33%
High service charges 14%
Limited number of services 56%
Irrelevance of Services currently available 44%
Non-availability of CSC/VLE most of the time 12%
People of certain caste/religion are not allowed to use CSC 2%
Behavior of the VLE 8%
Knowledge level of the VLE 8%
Higher time taken for service delivery 8%
Lack of space available 12%
Others 4%
Table 13: Reasons for Not Using CSC - LLIIs
Talking about the triggers and barriers of using CSC by the LLIIs, Ease of access (78%),
Convenience (72%) and saving of time (63%) emerged as top 3 triggers, whereas limited
number of services (56%), irrelevance of services currently available (44%) and frequent
power cuts (33%) were the top 3 barriers to the CSC usage..
Currently, SCAs are focusing more on the National Level Service Provider (NLSPs) and
are not actively engaging with local level intervening institutions. LLIIs play a vital role
since they cater to citizen communities and hence more citizens’ lives can be benefitted
by the CSC Scheme
65
9.0 CSC Setup Process
Figure 35: Time taken for Setting up a CSC
About 40% of the VLEs claimed that their CSCs were established within 1 month from
the date of applying for the same. Duration of setting up a CSC depends on various
parameters like qualification of the VLE, VLE proficiency with computers, time taken for
arranging the space and infrastructure, etc. In cases where the VLE already had some
knowledge about managing a business and operating computers and thus was able to
arrange the infrastructure quickly the, CSC was established within 15 days time. Some
upper limit on setup time needs to be mandated by the Government so as to give more
confidence to potential VLEs and motivate them in participating in this scheme.
66
Figure 36: Initial Investment for Setting up a CSC
The investment required for setting up a CSC depends upon various factors such as type
of model being used by the SCA, infrastructure required at the CSC, condition of the
infrastructure (new or refurbished), etc. For e.g. since in Gujarat, the employee model is
being used via the eGram VishwaGram project, the average investment was found to be
lower as compared to other states 38% of the VLEs invested between Rs.20,000 to
Rs.50,000 as initial investment while 35% of the VLEs invested Rs.50,000 or more. On an
average, the investment required to set up a CSC was Rs 50,000.
Figure 37: Availability of Credit Scheme
67
In 84% of the cases, there was no credit scheme
available for the VLEs. As per a SCA, banks do not
provide a loan to the VLEs since they are unable to
provide any regular income proof. One of the SCA was
using its tie up with banks to help the VLEs in getting a
loan. In the years to come, perhaps as the business models optimize, a relatively lower
initial investment will help bring in VLEs from the weaker sections of the society.
However until then there is a need to increase availability of credit schemes at attractive
rates.
“Banks do not provide
loans to the VLEs…” –
SCA
“…we have tied up with the
banks and we help them to
get the loans...”- SCA
68
10.0 CSC Income and Expenditure of VLE
Figure 38: Average Monthly Net Operating Income per CSC
As shown in the chart above, almost 3 out of every 4
VLEs are earning less than Rs. 3000 per month from
their CSC. This is the net operating income i.e. income
after accounting for all the expenses in operating and
managing the CSC which on an average is almost
Rs.2600 per month per CSC. As the credibility and
number of services offered by the CSC add up, the average monthly net income will
increase at a much higher rate. During the course of the study we also came to know
that the revenue sharing model being used varies from SCA to SCA. Through the survey
we also captured the operating expenses for a VLE. From the data collected from
various CSCs, we came to know that almost 50% of the gross income from the CSC goes
into operating and maintenance expenses. The average operating expense of a CSC is
almost Rs.2700. On the lower side, the net operating income per CSC was found to be
Mean: Rs 2576
“The share of the VLE in
the revenue from the Online
Services is anywhere in the
range of 75-90%. For
offline service, 100% is
transferred to the VLE” -
SCA
69
below Rs 3000 while on the higher side it was above Rs 10,000 - the corresponding
operating and maintenance expense ranged between Rs 2400 to Rs 4000 per month.
Breakup of Operating expenses
Total Operating costs Rs 2685
Maintenance Cost for PC and other IT infrastructure 22%
Maintenance cost for non IT infrastructure 12%
Rent for premise 13%
Staff cost 20%
Payment for Internet connection 8%
Electricity bill 7%
Power back up cost 6%
Regular payments made to SCA 9%
Cost on the loan 3%
Table 14: Breakup of CSC Operating Expenses
If we examine the breakup of operating expenses, the major portion of it is from the
maintenance cost of both IT and non-IT infrastructure followed by the staff cost and
rent for the premise. These costs collectively contribute around 2/3rd of the total
operating expense.
As per the VLEs, the income from the CSC is not sufficient for their families and this is
one of the reasons for majority of the VLEs having some other business as well. Also
some of the VLEs decided to opt out of the CSC scheme because of the insufficient
income generation from the CSC. As per the VLEs and the SCAs, income from the CSC
will improve once government services are made available at the CSCs and with
improvement in provision of internet, electricity, etc. We also know that as per the
citizens, services currently available at the CSC are not of much relevance to them since
they never felt the need to use services available at the CSC. Government services are
likely to increase the footfalls to the CSCs, which in turn would increase the usage of
services. As per some of the National Level Service Providers, availability of G2C services
at the CSCs would help in increased usage of their B2C services as well.
70
11.0 Aspects related to VLE Training
Once a VLE is appointed for a CSC, he needs to undergo training - a mandatory feature
across all the SCAs. The training is usually of 2 types:
1. An Introductory training that is provided to all the VLEs initially. This training varies
on the basis of knowledge level of the VLE and his/her background. Usually it consists
of information about - the CSC initiative, objectives of setting up a CSC, computer
basics and operations, managerial skills, entrepreneurship and services to be
provided through the CSC, etc.
2. Training related to new services as and when they are added to the existing bouquet
of services. In this training, VLEs are explained the new services in detail and taught
about how to deliver them to the citizens.
Duration of these trainings programmes vary from a few hours to about 15 days
depending upon the type of training and the skill and background of the VLE. For e.g.
someone who is PC literate would not need to undergo training on basics of computers
and how to use them. In most of the cases, SCAs do not charge any fee for imparting
training to the VLEs. This training is mostly provided by in-house trainers of the SCAs
since they do not consider external trainers to be adequately well versed with the CSC
model and concerns of the VLEs. Each batch for such training sessions consists of around
25 VLEs, however in some cases the batch size could go to as high as 55. Attendance is
generally very good at 95-100% and post completion of the training program, the SCA
issues a certificate to the VLEs.
71
Figure 39: Training imparted to VLE by SCA
Our analysis shows that more than half of the VLEs have received some kind of training
from the SCA. As new services get added, training programs are expected to increase.
For G2C services, it is advisable to make the training mandatory.
Figure 40: Any Amount Paid for Training
Generally the VLE does not have to pay any fees for training as it is covered in the initial
deposit most of the times and in some cases the SCAs charge a nominal amount. 79% of
the VLEs did not pay any amount for their training program i.e. all the entire cost of the
training was borne by the SCA. Who bears the training costs depends upon the business
model adopted. For example, in case of the employee model, the SCA bears the cost of
training and the only expense incurred by the VLE is related to travel and stay. Apart
from the SCA, the NLSPs also sometimes train the VLE in groups.
Yes55%
No45%
Yes21%
No79%
72
Base Yes No
Overall 576 20.5% 79.5%
Andhra Pradesh-CMS 2 50.0% 50.0%
Andhra Pradesh- Times 1 0.0% 100.0%
Assam-Zoom 20 10.0% 90.0%
Assam-SREI 23 0.0% 100.0%
Bihar-Zoom 0 0.0% 0.0%
Bihar-SREI 28 75.0% 25.0%
Bihar- SARK 13 46.2% 53.8%
Chhattisgarh-Zoom 10 10.0% 90.0%
Chhattisgarh- AISECT 7 0.0% 100.0%
Gujarat-CMS 34 5.9% 94.1%
Himachal Pradesh-Zoom 16 31.3% 68.8%
Himachal Pradesh-Tera Software 19 21.1% 78.9%
Jharkhand-Zoom 15 6.7% 93.3%
Jharkhand-AID 14 92.9% 7.1%
Jharkhand- UTL 28 10.7% 89.3%
Madhya Pradesh-CMS 1 0.0% 100.0%
Madhya Pradesh- Reliance 12 16.7% 83.3%
Madhya Pradesh- 3i 5 0.0% 100.0%
Madhya Pradesh- NICT 14 0.0% 100.0%
Maharashtra-Spanco 23 17.4% 82.6%
Maharashtra-CMS 0 0.0% 0.0%
Maharashtra- Reliance 2 0.0% 100.0%
Manipur-Zoom 28 10.7% 89.3%
Meghalaya-BASIX 28 3.6% 96.4%
Nagaland-Tera Software 1 100.0% 0.0%
Orissa-Zoom 12 8.3% 91.7%
Orissa-SREI 34 2.9% 97.1%
Orissa-BASIX 27 7.4% 92.6%
Rajasthan-Zoom 8 0.0% 100.0%
Rajasthan-CMS 12 0.0% 100.0%
Tamil Nadu-SREI 55 27.3% 72.7%
Uttar Pradesh-SREI 33 15.2% 84.8%
Uttar Pradesh-CMS 5 0.0% 100.0%
West Bengal-SREI 37 59.5% 40.5%
J&K- J&K Bank 3 66.7% 33.3%
Uttarakhand- Reliance 6 0.0% 100.0%
Table 15: Whether VLE paid for the Training received
73
Figure 41: VLE Satisfaction with Training Received
68% of the VLEs mentioned that they are satisfied (either somewhat satisfied or highly
satisfied) with the training provided to them by the SCA. Only 20% of the VLEs who
received the training were dissatisfied (either dissatisfied or highly dissatisfied with the
training). This satisfaction or dissatisfaction with the training includes all the aspects
related to the training including content, duration, quality of trainer, amount paid, etc.
The degree of satisfaction indicates the usefulness of training for the VLE in running the
CSC.
74
12.0 SCA & VLE Key Programme Planning & Implementation
Issues
We also probed the VLEs and SCAs about the
most important issues and difficulties being
faced by them. One of the major issues bought
up not only by VLEs and SCAs but by all
stakeholders is the lack of G2C services
amongst majority of the CSCs. As per the SCAs,
the whole model of CSC was based on
availability of G2C services and low penetration of these services is having an impact on
the entire initiative. Currently, the revenue generated per CSC is below expectations.
This has led to surrender of the CSC by some VLEs. This also puts a doubt in the minds of
potential VLEs whether they would like to participate in this scheme. Due to non-
availability of the G2C services, footfalls at most CSCs are quite low. This has also
resulted in low usage of B2C services and
therefore several National level Service
Providers (NLSPs) have restricted their
expansion plans and have put any new tie-ups
with the SCAs on hold for the time being. Since
the B2C services can be anyway offered by private players without govt. support there is
no incentive for a potential VLE to invest particularly in the CSC scheme. The launch of
G2C services will improve the quality of life for the rural citizens; result in greater
employment opportunities by attracting more people towards the job of a VLE and
generally helping in uplifting the rural masses.
Revenue viability gap funding is also a cause of concern for the SCAs. Rollout of funds by
the state/central government to the SCA was either claimed to be delayed or has not
been done. In some cases, SCAs claimed that not even a single Rupee has been given
“Biggest problem is absence of
G2C services. If I only need to
provide B2C services then why I
need a government board for that. I
think this project has been taken up
too early as you don’t have a
backbone ready. If your basic
infrastructure is not ready, how you
can offer G2C services.” - SCA
“If he gets G2C services, then his
income level and footfall of people
would increase and which would
have a positive effect on his other
services.” - SCA
75
out to them as of now. This is also one of the factors inhibiting the SCAs in setting up the
CSCs.
Internet connectivity is another major roadblock. Availability of Internet makes
provisioning of more and more B2C as well as G2C services possible. Currently the main
issue being faced by the SCAs in making the CSCs online is non-availability of Internet
services network in most rural areas. VSAT connectivity is available in several places but
it is much more expensive as compared to other modes and VLEs are currently not in a
position to afford it. Most of the SCAs are relying on BSNL for providing internet and are
waiting for BSNL to setup its network.
Dependence of CSC Scheme implementation on support from the district/block level
government officials has actually resulted in CSC rollouts being poor both in terms of
quality and quantity, in areas where the desired support was absent. As per the SCAs,
district officials fear that CSCs would reduce the power in their hands. While on the
other hand the government officials complain that in several cases there has been lack
of communication from the SCAs side.
Low penetration of banking services and exploitation at hands of loan sharks remains a
concern in rural areas. As a result rural India has mostly been dependant on non-formal
credit modes like local money lenders, chit funds, loan lotteries, etc. as an immediate
source for credit. However the interest rates are very high, sometimes even going up to
10 percent per month. Non-availability of credit scheme for the VLEs is a major barrier.
Some other issues being faced by the SCAs and VLEs include difficult terrain in some
locations, naxalite menace and lack of power/electricity. If these program planning and
implementation issues can be taken care of, the CSC initiative would be more effective
and result in increased sustainability of the CSCs - both existing and new.
76
13.0 Partnership between SCAs and NLSPs
The SCAs have tied-up with various National Level Service Providers (NLSPs) for
delivering B2C services. These NLSPs offer domain specific services (like banking,
insurance, mobile recharge of a specific operator etc.) as well as bouquet of services.
The CSC scheme represents a very large retail extension opportunity for banks and that
too in an organized form. This would enable achievement of their goals of financial
inclusion in rural India. Some NLSPs tie-up with various vendors on their own and act as
a one-stop-shop for the SCAs. These NLSPs directly associate with the SCA and the VLE
does not play any role in this. The same applies to the revenue sharing as well i.e. it is
between SCA and the NLSP directly. The SCAs in turn share the revenue with the VLE.
For small SCAs, the tie-up is normally for all the operational CSCs whereas for large SCAs
it varies as per the extent to which the SCAs are willing to partner. In some cases the tie-
up is for few selected states or even part of a state. In terms of services, the tie-up is
either for all the services being offered by the NLSP or only for selected services which
the SCAs think is more relevant for the citizens. Revenue sharing between the SCA and
the NLSP depends upon various parameters such as reach of the SCA, number of CSCs
functional, services framework in place, etc.
Some of the NLSPs are operating on a prepaid model in which the SCA needs to pay a
lump sum amount at the sign up stage. NLSPs use this model to minimize their risk and
to secure a minimum amount of revenue. From SCAs point of view this model is not
beneficial; they are not comfortable and even want to do away with it. This is more
prevalent in case of products since the SCA has to invest its own money to purchases
the product and distribute it amongst the VLEs. This means the SCA’s money is blocked
until the product is sold by the VLE.
SCAs expect the NLSPs to come up with services that are more relevant for the rural
citizens since it is likely to result in increased usage of CSC and thus higher income for
the VLE. Services currently available at the CSCs are more generic in nature and less
77
customized for the rural citizens. Currently charges for the services provided by the
NLSPs are competitive with those in the urban areas. Considering the low income level
and purchasing power in the rural areas, SCAs want the NLSPs to reduce the service
charges in order to boost usage. Since NLSPs do not have any network in majority of the
villages where these CSCs are being setup, they are unable to carry out any marketing
related activities to promote the usage of these services. These marketing related
activities are being taken care of by the VLE himself and the SCAs would like the NLSPs
to give certain benefits to the VLE in return.
From NLSPs point of view, the lack of proper distribution network amongst the SCAs is a
major need gap for them. The NLSPs also believe and understand that the low revenue
generation from the CSCs is directly related to the low penetration of G2C services
amongst majority of CSCs. No NLSP was found to be having any grievances with a VLE as
such.
78
14.0 Impact of the CSC Scheme on Government Functionaries (GFs)
For capturing the views of the Government Functionaries, we approached 58
government officials of the level of Collector, Deputy Collector, DM, ADM, DDO, Deputy
Commissioner, District information officer and CEO Zila Panchayat. Out of these 58
officials, 9 refused to give the interview. Of the remaining 49 officials, 36 were found to
be aware of the CSC scheme. In cases where the official contacted was not aware of the
initiative, we explained briefly about the CSC Scheme and post that again checked if the
official was familiar with the initiative.
Given the concerns of all stakeholders about the low penetration of G2C services, we
also took the government officials perspective. Different reasons have been cited by the
GFs for lack of G2C services. These are weak SWAN linkages, lack of computers and back
office processes, inadequate number of skilled employees, insufficient infrastructure
hardware, etc.
There is future potential in using the CSCs for internal purposes like data collection,
evaluation of new schemes, etc since most officials considered such usage as a good
idea that could be implemented in the later stages.
From the several discussions that we had with the SDAs, it can be inferred that SDAs are
not having any problem in getting financial support from the center. However, they do
face a lack of clarity on the amount to be disbursed by them.
“I have called the agency
several times....they are
not that responsive...” –
MP
“…I call them three times
and then they come
once…” – UP
“They are in touch with
the BDO and SDM” –
Rajasthan
“They have never
contacted us after the first
workshop in November
2008” – Uttarakhand
“They have their office here
and we can call them
whenever we want” – HP
79
We also conducted face to face interviews with 1674 Village Heads - government
functionaries at the local level. Their awareness level about the CSC Scheme was found
to be much higher than the citizens and the LLIIs. One of the major reasons for this
could be their educational level which is relatively higher than other villagers/rural
citizens. It can also be attributed to the fact that the first preference for location of the
CSC is given to the Panchayat office.
Figure 42: Awareness and Usage among Village Heads
In spite of higher awareness among village heads, their usage was found to be slightly
lower than that of LLIIs at an overall level as well as across almost all the states and
SCAs. As per the village heads, central location of the CSC (59%) and reasonable service
charges (58%) are the driving forces for usage of the CSCs.
Triggers to CSC Usage as per VH
Central location of the CSC 59%
Integrated service delivery i.e. one stop shop 37%
Reasonable service charge 58%
Increased convenience 54%
Better behavior of the staff at the CSC as compared to govt. 39%
Reduced scope of corruption 39%
Better service quality 49%
Reduction in time required for service delivery 40%
Reduced travel time 48%
Create Awareness 6%
Improved Services 2% Table 16: Triggers to CSC Usage as per VH
37%
38%
39%
40%
41%
42%
43%
44%
45%
46%
Village Head
46%
40%
Awareness Usage
80
The key hurdles to CSC usage as per the village heads are the limited number of services
currently being offered through the CSCs (55%) and Irrelevance of services available at
the CSC (37%). This suggests that if relevant services are offered through the CSCs at a
reasonable price, more people are likely to use CSCs due to increased convenience. On
the basis of services currently demanded by the citizens, G2C services must be a part of
this list of ‘relevant’ services that are made available at all the CSCs.
Barriers to CSC Usage as per VH
Long Distance of the CSC from neighboring villages 20%
Frequent power cuts 29%
High service charges 10%
Limited number of services 55%
Irrelevance of Services currently available 37%
Non-availability of CSC/VLE most of the time 10%
People of certain caste/religion are not allowed to use CSC 2%
Behavior/Knowledge level of the VLE 9%
Long waiting time for service delivery 14%
Lack of Awareness 8%
Others 17%
Table 17: Barriers to CSC Usage as per VH
81
ANNEXURE – I: High/ Low performing States and SCA Analysis
Average
High Performing State Low Performing State
High Performing SCA Low Performing SCA
CSC operational 58% Manipur (94%) MP (27%)
UTL (91%) AISECT (27%)
VLE Found 64% Manipur (94%) MP (28%)
UTL (89%) AISECT (27%)
Average
High Performing State Low Performing State
High Performing SCA Low Performing SCA
Availability of electricity (Min. 6 Hrs.)
85%
Manipur (100%), Nagaland (100%)
Bihar (57%)
Spanco (100%) AID (53%)
Any other initiative like CSC
23%
AP (67%) Uttarakhand (0%)
NICT (65%) 3i (0%), J&K (0%),
AISECT (0%)
Weekly off of CSC 46% Manipur (87%)
Meghalaya (0%), Nagaland (0%)
SARK (92%) AISECT (17%)
Average
High Performing State Low Performing State
High Performing SCA Low Performing SCA
Floor area of CSC (Mean in sq ft)
146 J&K (217) Gujarat (100)
Spanco (241) 3i (50)
No power backup 15%
AP (0%), Manipur (0%), Nagaland (0%),
J&K (0%) Himachal Pradesh (80%)
AID (0%) 3i (0%), J&K (0%)
UTL (0%), Times (0%) Tera Software (47%)
Refurbished equipment being used
9%
Himachal Pradesh (0%), Uttarakhand (0%)
West Bengal (23%)
3i (0%) AID (57%)
82
Average
High Performing State Low Performing State
High Performing SCA Low Performing SCA
Laptop /Desktops in working condition
(Mean) 1.2
Tamil Nadu (2.0), West Bengal (2.0), J&K (2.0)
Jharkhand (0.7)
J&K (2.0) SARK (0.6)
Printers (Mean)
1.1 AP (2.0) Jharkhand (0.6)
J&K (1.7) AID(0.4)
Internet ownership 68% Manipur (100%) Meghalaya (25%)
Times (100%) AID (6%)
Average
High Performing State Low Performing State
High Performing SCA Low Performing SCA
internet connections< 256 Kbps
54%
Maharashtra (15%) Orissa (74%)
Spanco (5%) 3i (100%)
Installation of online monitoring tool
36% Manipur (90%) West Bengal (4%)
NICT (100%) SARK (7%)
Registration of online monitoring tool
29% Manipur (84%) West Bengal (2%)
NICT (100%) SARK (4%)
Average
High Performing State Low Performing State
High Performing SCA Low Performing SCA
Any other business apart from running CSC
55% Meghalaya (4%) J&K (93%)
3i (20%) J&K (93%)
83
Training Provided 55% Meghalaya (100%) AP (8%)
3i (100%) Times (7%)
Satisfaction with the training
(Top 2 scores) 68%
Manipur (100%) Meghalaya (100%) Nagaland (100%)
Uttarakhand (100%)
AP (33%) J&K (33%)
3i (100%) Times (100%)
J&K (33%)
Average
High Performing State Low Performing State
High Performing SCA Low Performing SCA
Availability of any Credit Scheme
16%
Tamil Nadu (67%)
Chhattisgarh (0%), Manipur (0%), Nagaland (0%),
Uttarakhand (0%)
SREI (35%), Spanco (35%)
3i (0%), UTL (0%),
Times (0%), AISECT (0%)
Average
High Performing State Low Performing State
High Performing SCA Low Performing SCA
Awareness Citizens 19% Meghalaya (86%) J&K (1%)
Basix (54%) J&K (1%)
Awareness VH 46% Meghalaya (100%) J&K (0%)
3i (100%) J&K (0%)
Awareness LLII 40%
Meghalaya & Manipur (100%)
J&K (2%)
3i (100%) J&K (2%)
84
Average
High Performing State Low Performing State
High Performing SCA Low Performing SCA
CSC usage among Citizens
4%
Meghalaya (47%) HP, J&K & Uttarakhand
(0%)
Basix (23%) AID, AISECT and J&K
bank (0%)
CSC usage among VH 40% Nagaland (100%)
HP, J&K & Uttarakhand (0%)
3i (100%) J&K bank & AISECT (0%)
CSC usage among LLII 42% Meghalaya (93%) J&K (0%)
NICT (66%) J&K bank (0%)
85
ANNEXURE – II: State and SCA wise Tables
VLE Related
VLE Gender- by State
Total
Andhra
Pradesh Assam Bihar Chhattisgarh Gujarat
Himachal
Pradesh
AAnnsswweerriinngg BBaassee 11009922 3399 6611 8811 2288 7788 6677
Male 90% 79% 89% 95% 100% 99% 81%
Female 10% 21% 11% 5% 0% 1% 19%
Total Jharkhand
Madhya
Pradesh Maharashtra Manipur Meghalaya Nagaland
AAnnsswweerriinngg BBaassee 11009922 111188 5533 8888 3311 2288 55
Male 90% 98% 94% 92% 97% 64% 40%
Female 10% 2% 6% 8% 3% 36% 60%
Total Orissa Rajasthan
Tamil Nadu
Uttar Pradesh
West Bengal
J&K Uttarakhand
AAnnsswweerriinngg BBaassee 11009922 112255 6611 6611 6677 4477 1144 4400
Male 90% 88% 66% 92% 94% 100% 93% 98%
Female 10% 12% 34% 8% 6% 0% 7% 3%
VLE Gender- by SCA
Total Zoom
Tera
Software SREI Spanco AID
AAnnsswweerriinngg BBaassee 11009922 222244 3366 225533 2277 3377
Male 90% 90% 78% 94% 81% 97%
Female 10% 10% 22% 6% 19% 3%
86
Total CMS BASIX Reliance 3i J&K
AAnnsswweerriinngg
BBaassee 11009922 119955 6699 9944 55 1144
Male 90% 85% 81% 97% 80% 93%
Female 10% 15% 19% 3% 20% 7%
Total SARK UTL Times AISECT NICT
AAnnsswweerriinngg BBaassee 11009922 4433 5500 1144 1122 1199
Male 90% 93% 98% 79% 100% 100%
Female 10% 7% 2% 21% 0% 0%
SEC OF VLE – By State
TToottaall
AAnnddhhrraa
PPrraaddeesshh AAssssaamm BBiihhaarr CChhhhaattttiissggaarrhh GGuujjaarraatt
HHiimmaacchhaall
PPrraaddeesshh
AAnnsswweerriinngg BBaassee 993333 3322 5555 7700 2266 3388 5577
SEC - R1 84% 94% 89% 99% 81% 63% 86%
SEC - R2 12% 6% 9% 1% 12% 24% 14%
SEC - R3 2% 0% 2% 0% 8% 8% 0%
SEC - R4 1% 0% 0% 0% 0% 5% 0%
SEC - R5 0% 0% 0% 0% 0% 0% 0%
Total Jharkhand Madhya Pradesh
Maharashtra Manipur Meghalaya Nagaland Orissa
AAnnsswweerriinngg BBaassee 993333 9933 4400 7744 3311 2255 55 111199
SEC - R1 84% 69% 78% 95% 68% 68% 100% 84%
SEC - R2 12% 20% 18% 4% 26% 28% 0% 11%
SEC - R3 2% 4% 3% 1% 0% 0% 0% 4%
SEC - R4 1% 6% 3% 0% 3% 4% 0% 0%
SEC - R5 0% 0% 0% 0% 3% 0% 0% 1%
87
TToottaall RRaajjaasstthhaann
TTaammiill
NNaadduu UUttttaarr
PPrraaddeesshh WWeesstt
BBeennggaall JJ&&KK UUttttaarraakkhhaanndd
AAnnsswweerriinngg BBaassee 993333 4444 5599 6655 4466 1144 4400
SEC - R1 84% 93% 80% 94% 78% 93% 90%
SEC - R2 12% 7% 12% 5% 20% 7% 8%
SEC - R3 2% 0% 5% 2% 0% 0% 3%
SEC - R4 1% 0% 2% 0% 2% 0% 0%
SEC - R5 0% 0% 2% 0% 0% 0% 0%
SEC OF VLE – By SCA
TToottaall ZZoooomm TTeerraa SSRREEII SSppaannccoo AAIIDD
AAnnsswweerriinngg BBaassee 993333 119966 3333 223399 2277 3311
SEC - R1 84% 85% 94% 87% 93% 55%
SEC - R2 12% 12% 6% 10% 7% 29%
SEC - R3 2% 2% 0% 2% 0% 0%
SEC - R4 1% 1% 0% 1% 0% 16%
SEC - R5 0% 1% 0% 0% 0% 0%
TToottaall CCMMSS BBAASSIIXX RReelliiaannccee 33ii JJ&&KK
AAnnsswweerriinngg BBaassee 993333 113322 6622 8844 55 1144
SEC - R1 84% 84% 69% 90% 80% 93%
SEC - R2 12% 11% 23% 6% 20% 7%
SEC - R3 2% 3% 5% 2% 0% 0%
SEC - R4 1% 2% 2% 1% 0% 0%
SEC - R5 0% 0% 2% 0% 0% 0%
88
TToottaall SSAARRKK UUTTLL TTiimmeess AAIISSEECCTT NNIICCTT
AAnnsswweerriinngg BBaassee 993333 3388 3399 99 1122 1122
SEC - R1 84% 97% 67% 100% 83% 67%
SEC - R2 12% 3% 21% 0% 8% 25%
SEC - R3 2% 0% 10% 0% 8% 8%
SEC - R4 1% 0% 3% 0% 0% 0%
SEC - R5 0% 0% 0% 0% 0% 0%
Education of VLE – By State
Answering Base
Class 5 – 9
SSC/HSC
Some college (including a dip.) but not graduate
Graduate: General
Post Graduate General
Graduate/Post Graduate: Professional
Total
1051
3%
32%
12%
41%
9%
4%
AP
36
3%
28%
17%
42%
8%
3%
Assam
61
0%
38%
13%
44%
2%
3%
Bihar
78
6%
35%
1%
53%
4%
1%
Gujarat
79
5%
34%
17%
39%
3%
1%
HP
64
0%
38%
9%
36%
16%
0%
Chhattisgarh
28
0%
43%
0%
32%
25%
0%
Jharkhand
105
7%
43%
13%
32%
3%
1%
89
Answering Base
Class 5 – 9
SSC/HSC
Some college (including a dip.) but not graduate
Graduate: General
Post Graduate General
Graduate/Post Graduate: Professional
Total
1051
3%
32%
12%
41%
9%
4%
MP
47
4%
11%
15%
49%
19%
2%
Maharashtra
88
1%
25%
13%
40%
16%
6%
Manipur
31
0%
23%
0%
71%
3%
3%
Meghalaya
27
7%
19%
37%
30%
7%
0%
Nagaland
5
0%
40%
0%
40%
0%
20%
Answering Base
Class 5 – 9
SSC/HSC
Some college (including dip.) but not graduate
Graduate: General
Post Graduate General
Graduate/Post Graduate: Professional
Total
1051
3%
32%
12%
41%
9%
4%
Orissa
124
1%
19%
20%
48%
6%
6%
Rajasthan
51
0%
28%
20%
35%
12%
6%
Tamilnadu
59
2%
37%
9%
34%
9%
10%
J&K
14
0%
50%
7%
36%
7%
0%
Uttarakhand
40
3%
58%
8%
28%
3%
3%
Uttar Pradesh
67
3%
27%
2%
34%
25%
9%
WestBengal
47
2%
36%
11%
43%
9%
0%
90
Education of VLE – By SCA
Total Zoom
Tera Software
SREI Spanco AID CMS
AAnnsswweerriinngg BBaassee 11005511 221188 3344 224499 2277 3311 118877
Class 5 – 9 3% 1% 0% 3% 4% 16% 3%
SSC/HSC 32% 27% 62% 33% 26% 61% 27%
Some college (including a dip.) but not graduate
12% 11% 9% 9% 7% 10% 16%
Graduate: General 41% 49% 24% 39% 33% 13% 39%
Post Graduate General 9% 10% 3% 11% 19% 0% 10%
Graduate/Post Graduate: Professional
4% 3% 3% 4% 11% 0% 5%
Total BASIX Reliance 3i
J&K Bank
SARK UTL Times AISECT NICT
Answering Base 11005511 6688 9933 55 1144 4422 4433 1133 1122 1155
Class 5 – 9 3% 3% 2% 0% 0% 2% 5% 0% 0% 7%
SSC/HSC 32% 19% 39% 0% 50% 31% 30% 31% 42% 13%
Some college (including a dip.) but not graduate
12% 25% 12% 20% 7% 0% 16% 15% 0% 20%
Graduate: General
41% 43% 38% 40% 36% 60% 40% 46% 33% 47%
Post Graduate General
9% 7% 7% 40% 7% 5% 5% 8% 25% 13%
Graduate/Post Graduate:
Professional 4% 2% 3% 0% 0% 2% 2% 0% 0% 0%
91
Investment in setting up a CSC – By States
TotalAndhra Pradesh
Assam Bihar Chhattisgarh Gujarat HP
Base 936 38 61 69 28 60 66
< Rs. 10,000 9% 3% 13% 1% 11% 87% 2%
Rs.10,000 - <Rs. 20,000 17% 5% 5% 1% 46% 2% 39%
Rs. 20,000 - <Rs. 50,000 38% 21% 52% 87% 7% 0% 9%
Rs. 50,000 - < Rs. 100,000 20% 37% 21% 7% 18% 2% 41%
Rs. 100,000 – Rs. 200,000 10% 34% 5% 1% 0% 0% 8%
> Rs. 200,000 5% 0% 3% 1% 18% 0% 2%
Refused 2% 0% 0% 0% 0% 10% 0%
Mean 49,483 85,714 57,164 40,341 155,500 7,688 56,730
Total
Jharkhand MP Maharashtra Manipur Meghalaya Nagaland Orissa
Base 936 89 46 77 31 3 4 95
< Rs. 10,000 9% 1% 2% 3% 6% 0% 25% 5%
Rs.10,000 - <Rs. 20,000 17% 30% 20% 14% 39% 0% 0% 15%
Rs. 20,000 - <Rs. 50,000 38% 56% 15% 19% 23% 0% 50% 45%
Rs. 50,000 - < Rs. 100,000 20% 6% 17% 12% 32% 67% 25% 28%
Rs. 100,000 – Rs. 200,000 10% 4% 24% 21% 0% 0% 0% 3%
> Rs. 200,000 5% 2% 15% 26% 0% 0% 0% 0%
Refused 2% 0% 7% 5% 0% 33% 0% 3%
Mean 49,483 53,154 46,818 79,444 36,295 55,000 26,667 37,983
92
Investment in setting up a CSC – by SCA
Total
RajasthanTamil Nadu
Uttar Pradesh
West Bengal J&K
Uttarakhand
Base 936 55 59 60 46 13 36
< Rs. 10,000 9% 5% 0% 7% 0% 0% 0%
Rs.10,000 - <Rs. 20,000 17% 9% 0% 0% 2% 0% 89%
Rs. 20,000 - <Rs. 50,000 38% 18% 58% 65% 63% 31% 11%
Rs. 50,000 - < Rs. 100,000 20% 38% 20% 7% 24% 69% 0%
Rs. 100,000 – Rs. 200,000 10% 24% 19% 20% 9% 0% 0%
> Rs. 200,000 5% 5% 3% 2% 2% 0% 0%
Refused 2% 0% 0% 0% 0% 0% 0%
Mean 49,483 89,633 74,454 63,095 41,630 48,462 13,322
Total Zoom Tera SREI Spanco AID CMS BASIX Reliance 3i
Base 936 217 34 243 26 15 157 17 87 5
< Rs. 10,000 9% 6% 6% 1% 0% 0% 35% 29% 2% 20%
Rs.10,000 -<Rs. 20,000
17% 39% 29% 0% 0% 7% 3% 0% 59% 0%
Rs. 20,000 -<Rs. 50,000
38% 22% 21% 67% 4% 67% 11% 29% 21% 60%
Rs. 50,000 - < Rs. 100,000
20% 27% 32% 20% 4% 7% 20% 24% 10% 0%
Rs. 100,000 –Rs. 200,000
10% 3% 9% 10% 31% 13% 20% 0% 5% 0%
> Rs. 200,000 5% 2% 3% 2% 54% 7% 4% 0% 3% 0%
Refused 2% 0% 0% 0% 8% 0% 6% 18% 0% 20%
Mean 49,483 43,649 78,796 55,979 114,500 66,000 51,000 23,231 20,034 27,500
93
Availability of any Credit Scheme– by States
Total J&K SARK UTL Times AISECT NICT
Base 936 13 36 43 14 12 17
< Rs. 10,000 9% 0% 3% 2% 7% 8% 0%
Rs.10,000 - <Rs. 20,000
17% 0% 3% 0% 7% 25% 0%
Rs. 20,000 - <Rs. 50,000
38% 31% 89% 84% 43% 17% 6%
Rs. 50,000 - < Rs. 100,000
20% 69% 3% 9% 21% 17% 6%
Rs. 100,000 – Rs. 200,000
10% 0% 0% 5% 21% 0% 59%
> Rs. 200,000 5% 0% 3% 0% 0% 33% 29%
Refused 2% 0% 0% 0% 0% 0% 0%
Mean 49,483 48,462 36,786 40,556 26,667 105,833 150,000
TotalAndhra Pradesh
Assam Bihar Chhattisgarh Gujarat HP
Base 941 37 59 47 28 65 66
Yes 16% 8% 14% 4% 0% 2% 3%
No 84% 92% 86% 96% 100% 98% 97%
Total Jharkhand MP Maharashtra Manipur Meghalaya Nagaland Orissa
Base 941 79 42 81 31 27 5 112
Yes 16% 4% 5% 22% 0% 37% 0% 33%
No 84% 96% 95% 78% 100% 63% 100% 67%
94
Availability of any Credit Scheme – by SCAs
TotalRajasthan Tamil Nadu
Uttar Pradesh West Bengal J&K
Uttarakhand
Base 941 50 60 58 45 13 36
Yes 16% 24% 67% 2% 18% 8% 0%
No 84% 76% 33% 98% 82% 92% 100%
Total Zoom Tera SREI Spanco AID CMS BASIX Reliance 3i
Base 941 208 35 232 26 14 158 58 86 5
Yes 16% 4% 6% 35% 35% 21% 12% 26% 7% 0%
No 84% 96% 94% 65% 65% 79% 88% 74% 93% 100%
Total J&K SARK UTL Times AISECT NICT
Base 941 13 24 41 13 12 16
Yes 16% 8% 4% 0% 0% 0% 13%
No 84% 92% 96% 100% 100% 100% 88%
95
Operating Expenses*: By State
TotalAndhra Pradesh
Assam Bihar Chhatisgarh GujaratHimachal Pradesh
Jharkhand
Answering Base 633 28 46 24 16 14 44 38
Mean (in Rs.) 2685 3441 3363 2558 2631 1175 2017 1698
TotalMadhya Pradesh
Maharashtra Manipur Meghalaya Nagaland Orissa Rajasthan
Answering Base 633 31 35 31 22 3 76 45
Mean (in Rs.) 2685 2338 5200 2623 2255 2667 1493 3570
Total Tamil NaduUttar
PradeshWest
BengalJ&K Uttarakhand
Answering Base 633 57 45 47 10 21
Mean (in Rs.) 2685 2761 3374 3144 2700 1138
Total ZoomTera
SoftwareSREI Spanco AID
Answering Base 633 139 30 209 15 6
Mean (in Rs.) 2685 2411 2382 2888 4460 1217
Total CMS BASIX Reliance 3i J&K
Answering Base 633 71 40 56 4 10
Mean (in Rs.) 2685 3057 1674 3078 450 2700
Total SARK UTL Times AISECT NICT
Answering Base 633 7 21 9 7 9
Mean (in Rs.) 2685 2600 2205 2167 3014 2778
96
Average Monthly CSC income State Wise
Total
Andhra
Pradesh Assam Bihar Chhatisgarh Gujarat
Himachal
Pradesh JharkhandAnswering Base 654 35 56 35 13 22 32 38
Less than Rs 3,000 74% 37% 70% 71% 77% 91% 72% 87%
Rs 3,001-Rs 5,000 14% 54% 23% 17% 8% 9% 3% 11%
Rs 5,001-Rs 7,500 7% 9% 4% 3% 8% 0% 9% 0%
Rs 7,501-Rs 10,000 3% 0% 0% 3% 8% 0% 9% 3%
More than Rs
10,0002% 0% 4% 6% 0% 0% 6% 0%
Mean 2,576 3,264 2,643 2,900 2,615 1,727 3,391 1,954
Total
Madhya
Pradesh Maharashtra Manipur Meghalaya Nagaland Orissa RajasthanAnswering Base 654 36 25 31 28 3 89 38
Less than Rs 3,000 74% 78% 72% 19% 75% 100% 91% 87%
Rs 3,001-Rs 5,000 14% 11% 4% 16% 14% 0% 6% 5%
Rs 5,001-Rs 7,500 7% 11% 16% 36% 11% 0% 1% 5%
Rs 7,501-Rs 10,000 3% 0% 4% 19% 0% 0% 1% 0%
More than Rs
10,0002% 0% 4% 10% 0% 0% 1% 3%
Mean 2,576 2,306 3,090 6,056 2,366 1,500 1,899 2,171
Total
Tamil
Nadu
Uttar
Pradesh
West
Bengal J&K UttarakhandAnswering Base 654 51 50 45 12 15
Less than Rs
3,00074% 78% 74% 76% 92% 73%
Rs 3,001-Rs 5,000 14% 12% 22% 18% 0% 13%
Rs 5,001-Rs 7,500 7% 10% 2% 7% 0% 7%
Rs 7,501-Rs
10,0003% 0% 2% 0% 8% 7%
More than Rs
10,0002% 0% 0% 0% 0% 0%
Mean 2,576 2,260 2,290 2,261 2,104 2,633
97
Average Monthly CSC income SCA Wise
Average Monthly CSC income SCA Wise
Total Zoom Tera Software SREI Spanco AIDAnswering Base 654 140 23 219 17 6
Less than Rs 3,000 74% 73% 61% 77% 71% 67%
Rs 3,001-Rs 5,000 14% 12% 4% 15% 6% 33%
Rs 5,001-Rs 7,500 7% 9% 13% 6% 18% 0%
Rs 7,501-Rs 10,000 3% 4% 13% 1% 0% 0%
More than Rs 10,000 2% 2% 9% 2% 6% 0%
Mean 2,576 2,757 4,130 2,404 3,132 2,333
Total CMS BASIX Reliance 3i J&KAnswering Base 654 79 54 36 5 12
Less than Rs 3,000 74% 67% 82% 72% 100% 92%
Rs 3,001-Rs 5,000 14% 25% 13% 17% 0% 0%
Rs 5,001-Rs 7,500 7% 6% 6% 6% 0% 0%
Rs 7,501-Rs 10,000 3% 0% 0% 6% 0% 8%
More than Rs 10,000 2% 1% 0% 0% 0% 0%
Mean 2,576 2,573 2,088 2,583 1,500 2,104
Total SARK UTL Times AISECT NICTAnswering Base 654 13 18 11 8 13
Less than Rs 3,000 74% 77% 89% 64% 63% 69%
Rs 3,001-Rs 5,000 14% 8% 6% 36% 13% 0%
Rs 5,001-Rs 7,500 7% 0% 0% 0% 13% 31%
Rs 7,501-Rs 10,000 3% 8% 6% 0% 13% 0%
More than Rs 10,000 2% 8% 0% 0% 0% 0%
Mean 2,576 3,096 2,042 2,409 3,313 2,962
98
Training provided to VLE by SCA: By States
Training provided to VLEs by SCA: by SCA
Total MeghalayaNagaland
OrissaRajasthan
TamilNadu
UttarPradesh
WestBengal
J&KUttrakhand
Answering Base
1046 28 5 117 56 60 67 46 13 40
VLEsTrained
55% 100% 20% 62% 36% 93% 57% 78% 23% 15%
Total AP Assam BiharChhatis
garhGujarat HP
Jharkhand
MPMaha
rashtraManipur
Answering Base
1046 38 61 79 28 77 66 95 51 88 31
VLEs Trained
55% 8% 71% 56% 50% 44% 53% 62% 65% 28% 94%
Total Reliance 3i J&K Bank SARK UTL Times AISECT NICT
Answering Base
1046 94 5 13 42 48 14 12 19
% of VLEs Trained
55% 21% 100% 23% 31% 63% 7% 50% 79%
Total ZoomTera
SoftwareSREI Spanco AID CMS BASIX
Answering Base
1046 218 35 250 27 17 190 62
% of VLEs Trained
55% 50% 57% 85% 85% 82% 28% 89%
99
If any amount paid for training- by State
If any amount paid for training- by SCA
TotalAndhra Pradesh
Assam Bihar Chhattisgarh GujaratHimachal Pradesh
Answering Base 572 3 43 41 14 34 35
Yes 21% 33% 5% 66% 7% 6% 26%
No 79% 67% 95% 34% 93% 94% 74%
Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K Uttarakhand
Answering Base 572 73 20 55 38 36 3 6
Yes 21% 5% 0% 27% 13% 61% 67% 0%
No 79% 95% 100% 73% 87% 39% 33% 100%
Total JharkhandMadhya Pradesh
Maharashtra Manipur Meghalaya Nagaland
Answering Base 572 57 32 25 28 28 1
Yes 21% 30% 6% 16% 11% 4% 100%
No 79% 70% 94% 84% 89% 96% 0%
Total Zoom Tera Software SREI Spanco AIDAnswering Base 572 107 20 209 23 14
Yes 21% 12% 25% 31% 17% 93%No 79% 88% 75% 69% 83% 7%
Total SARK UTL Times AISECT NICTAnswering Base 572 13 28 1 6 14
Yes 21% 46% 11% 0% 0% 0%No 79% 54% 89% 100% 100% 100%
Total CMS BASIX Reliance 3i J&KAnswering Base 572 54 55 20 5 3
Yes 21% 6% 5% 10% 0% 67%No 79% 94% 95% 90% 100% 33%
100
Satisfaction with the training provided: By state
Satisfaction with the training provided: By SCA
Base Highly satisfiedSomewhat
satisfiedNeither satisfied nor
dissatisfiedSomewhat dissatisfied
Highly dissatisfied
Total 570 27% 41% 12% 6% 13%
Andhra Pradesh 3 33% 0% 33% 33% 0%
Assam 43 30% 40% 16% 0% 14%
Bihar 42 10% 50% 17% 5% 19%
Chhattisgarh 14 36% 21% 21% 21% 0%
Gujarat 33 18% 36% 24% 9% 12%
Himachal Pradesh 35 26% 49% 17% 3% 6%
Jharkhand 57 11% 25% 7% 16% 42%
Madhya Pradesh 33 24% 52% 15% 0% 9%
Maharashtra 25 24% 28% 20% 12% 16%
Manipur 29 41% 59% 0% 0% 0%
Meghalaya 27 33% 67% 0% 0% 0%
Nagaland 1 0% 100% 0% 0% 0%
Orissa 73 53% 33% 8% 3% 3%
Rajasthan 20 30% 50% 10% 5% 5%
Tamil Nadu 56 21% 55% 5% 11% 7%
Uttar Pradesh 35 40% 23% 14% 3% 20%
West Bengal 35 9% 34% 14% 11% 31%
J&K 3 0% 33% 67% 0% 0%
Uttarakhand 6 33% 67% 0% 0% 0%
Total
Total Operational 570
Highly satisfied 27%
Somewhat satisfied 41%
Neither satisfied nor dissatisfied 12%
Somewhat dissatisfied 6%
Highly dissatisfied 13%
Zoom
108
32%
38%
11%
6%
12%
Tera Software
20
35%
45%
5%
5%
10%
SREI
208
25%
41%
13%
6%
15%
Spanco
23
26%
26%
22%
13%
13%
BASIX
5444%
52%
2%
0%
2%
CMS
53
19%
38%
23%
8%
13%
AID14
21%14%14%29%21%
Reliance
20
15%
60%
5%
0%
20%
Total
Total Operational 570
Highly satisfied 27%
Somewhat satisfied 41%
Neither satisfied nor dissatisfied 12%
Somewhat dissatisfied 6%
Highly dissatisfied 13%
101
Satisfaction with the training provided: By SCA
Any other business apart from running CSC- by State
3i5
20%80%0%0%0%
J&K3
0%33%67%0%0%
SARK128%
58%8%0%
25%
UTL28
11%36%7%
14%32%
NICT
15
40%
40%
20%
0%
0%
AISECT
6
50%
33%
17%
0%
0%
Times
1
100%
0%
0%
0%
0%
Total
Total Operational 570
Highly satisfied 27%
Somewhat satisfied 41%
Neither satisfied nor dissatisfied 12%
Somewhat dissatisfied 6%
Highly dissatisfied 13%
Total
Total Operational 570
Highly satisfied 27%
Somewhat satisfied 41%
Neither satisfied nor dissatisfied 12%
Somewhat dissatisfied 6%
Highly dissatisfied 13%
TotalAndhra Pradesh Assam Bihar Chhattisgarh Gujarat
Himachal Pradesh
Answering Base 944 37 60 64 22 65 66Yes 55% 59% 50% 59% 64% 45% 77%No 45% 41% 50% 39% 36% 55% 23%
Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K UttarakhandAnswering Base 944 114 53 56 51 46 14 32
Yes 55% 64% 47% 57% 39% 39% 93% 84%No 45% 36% 53% 43% 61% 61% 7% 16%
TotalJharkhand
Madhya Pradesh Maharashtra Manipur Meghalaya Nagaland
Answering Base 944 88 44 69 31 27 5Yes 55% 49% 45% 75% 39% 4% 20%No 45% 51% 55% 25% 61% 96% 80%
102
Any other business apart from running CSC- by SCA
Total Zoom Tera Software SREI Spanco AIDAnswering Base 944 213 35 234 25 17
Yes 55% 56% 89% 51% 76% 59%No 45% 44% 11% 48% 24% 41%
Total SARK UTL Times AISECT NICTAnswering Base 944 34 40 13 9 16
Yes 55% 56% 38% 46% 22% 50%No 45% 44% 63% 54% 78% 50%
Total CMS BASIX Reliance 3i J&KAnswering Base 944 147 59 83 5 14
Yes 55% 51% 36% 75% 20% 93%No 45% 49% 64% 25% 80% 7%
103
Duration for setting up a CSC after applying – by States
Duration for setting up a CSC after applying – by States
TotalAndhra Pradesh
Assam Bihar Chhattisgarh Gujarat HP
Base 892 38 58 52 28 59 52
Less than 15 days 18% 11% 7% 25% 18% 24% 25%
15 days – 1 month 22% 18% 17% 25% 18% 34% 17%
1 – 2 months 18% 21% 31% 17% 7% 14% 40%
2- 3 months 11% 16% 12% 6% 0% 12% 12%
3 - 6 months 15% 18% 31% 6% 4% 5% 4%
> 6 months 16% 16% 2% 21% 54% 12% 2%
Total Jharkhand MP Maharashtra Manipur Meghalaya Nagaland Orissa
Base 892 83 43 66 31 28 4 101
Less than 15 days 18% 10% 28% 6% 3% 21% 0% 31%
15 days – 1 month 22% 18% 23% 11% 39% 64% 0% 26%
1 – 2 months 18% 14% 14% 11% 55% 11% 75% 29%
2- 3 months 11% 11% 16% 14% 0% 4% 25% 8%
3 - 6 months 15% 18% 12% 26% 0% 0% 0% 5%
> 6 months 16% 29% 7% 33% 3% 0% 0% 2%
104
Duration for setting up a CSC after applying – by States
Total Rajasthan Tamil NaduUttar
PradeshWest Bengal J&K Uttarakhand
Base 892 54 60 52 46 13 24
Less than 15 days 18% 43% 20% 4% 0% 23% 8%
15 days – 1 month 22% 39% 15% 4% 2% 8% 33%
1 – 2 months 18% 9% 10% 8% 7% 8% 13%
2- 3 months 11% 6% 18% 19% 9% 15% 25%
3 - 6 months 15% 2% 25% 38% 37% 46% 8%
> 6 months 16% 2% 12% 27% 46% 0% 13%
105
Duration for setting up a CSC after applying – by SCAs
Duration for setting up a CSC after applying – by SCAs
Total Zoom Tera SREI Spanco AID CMS BASIX Reliance 3i
Base 892 192 31 237 26 13 139 58 73 5
Less than 15 days
18% 16% 16% 13% 4% 15% 25% 28% 10% 20%
15 days – 1 month
22% 34% 13% 11% 8% 0% 22% 47% 21% 60%
1 – 2 months 18% 24% 45% 17% 19% 38% 13% 17% 11% 0%
2- 3 months 11% 6% 16% 13% 23% 23% 14% 5% 18% 20%
3 - 6 months 15% 8% 6% 27% 31% 23% 14% 2% 14% 0%
> 6 months 16% 12% 3% 19% 15% 0% 13% 2% 27% 0%
Total J&K SARK UTL Times AISECT NICT
Base 892 13 23 40 14 12 16
Less than 15 days 18% 23% 26% 10% 21% 33% 50%
15 days – 1 month 22% 8% 30% 18% 36% 8% 13%
1 – 2 months 18% 8% 17% 18% 29% 0% 19%
2- 3 months 11% 15% 4% 8% 7% 0% 6%
3 - 6 months 15% 46% 9% 13% 0% 8% 0%
> 6 months 16% 0% 13% 35% 7% 50% 13%
106
Source of awareness for VLE: By SCA
Total Zoom Tera SREI Spanco AID
Answering Base 1011 216 35 242 27 21
Newspaper 42% 48% 29% 45% 96% 33%
Your relatives/friends 38% 47% 43% 38% 30% 29%
From SCA 23% 27% 14% 17% 22% 10%
Village head/opinion leader
12% 13% 11% 7% 7% 10%
An existing VLE 7% 6% 9% 7% 7% 5%
Pamphlets 7% 6% 0% 12% 7% 10%
Television 5% 6% 9% 5% 19% 19%
Radio 3% 1% 0% 2% 0% 62%
Through Government Sources
3% 0% 3% 4% 0% 0%
Internet 1% 1% 6% 0% 0% 0%
Total CMS BASIX Reliance 3i J&K
Answering Base 1011 184 60 92 5 13
Newspaper 42% 36% 33% 37% 0% 62%
Your relatives/friends 38% 32% 30% 42% 0% 46%
From SCA 23% 28% 33% 24% 60% 0%
Village head/opinion leader
12% 19% 27% 5% 60% 15%
An existing VLE 7% 3% 23% 2% 0% 8%
Pamphlets 7% 4% 8% 1% 20% 8%
Television 5% 3% 2% 4% 0% 15%
Radio 3% 4% 0% 0% 0% 0%
Through Government Sources
3% 6% 2% 1% 0% 0%
Internet 1% 3% 0% 1% 0% 0%
107
Source of awareness for VLE: By State
Total SARK UTL Times AISECT NICT
Answering Base 1011 29 43 14 12 18
Newspaper 42% 28% 30% 57% 25% 44%
Your relatives/friends 38% 31% 47% 29% 25% 33%
From SCA 23% 17% 28% 7% 17% 11%
Village head/opinion leader
12% 14% 5% 14% 8% 0%
An existing VLE 7% 3% 5% 14% 17% 44%
Pamphlets 7% 7% 9% 14% 17% 0%
Television 5% 0% 0% 0% 17% 0%
Radio 3% 0% 0% 0% 8% 6%
Through Government Sources
3% 0% 2% 0% 25% 0%
Internet 1% 0% 0% 0% 0% 0%
TotalAndhra Pradesh
Assam Bihar Chhatisgarh GujaratHimachal Pradesh
Jharkhand
Answering Base 1011 38 60 62 27 75 66 94
Newspaper 42% 47% 53% 39% 22% 3% 64% 29%
Your relatives/friends 38% 24% 50% 27% 44% 24% 26% 43%
From SCA 23% 11% 15% 15% 22% 41% 30% 23%
Village head/opinion leader
12% 37% 7% 11% 4% 23% 21% 4%
An existing VLE 7% 8% 8% 6% 11% 7% 5% 7%
Pamphlets 7% 16% 8% 11% 7% 1% 8% 7%
Television 5% 3% 3% 2% 7% 1% 9% 4%
Radio 3% 3% 0% 3% 4% 1% 0% 15%
Through Government Sources
3% 8% 2% 0% 15% 9% 0% 1%
Internet 1% 3% 3% 0% 0% 0% 3% 0%
108
TotalMadhya Pradesh
Maharashtra Manipur Meghalaya Nagaland Orissa
Answering Base 1011 49 85 31 28 5 114
Newspaper 42% 39% 65% 10% 46% 20% 38%
Your relatives/friends 38% 31% 36% 81% 29% 20% 42%
From SCA 23% 27% 21% 29% 29% 20% 34%
Village head/opinion leader
12% 14% 2% 29% 39% 0% 9%
An existing VLE 7% 18% 4% 3% 18% 20% 13%
Pamphlets 7% 4% 2% 10% 14% 0% 5%
Television 5% 0% 11% 0% 0% 40% 10%
Radio 3% 8% 0% 0% 0% 0% 0%
Through Government Sources
3% 0% 0% 0% 0% 20% 2%
Internet 1% 0% 7% 0% 0% 0% 1%
Total Rajasthan Tamil NaduUttar
PradeshWest
BengalJ&K Uttarakhand
Answering Base 1011 54 59 66 45 13 40
Newspaper 42% 63% 22% 59% 60% 62% 43%
Your relatives/friends 38% 44% 59% 24% 29% 46% 50%
From SCA 23% 35% 12% 17% 2% 0% 13%
Village head/opinion leader
12% 11% 8% 5% 9% 15% 8%
An existing VLE 7% 0% 5% 0% 11% 8% 0%
Pamphlets 7% 6% 7% 15% 2% 8% 3%
Television 5% 9% 0% 5% 4% 15% 0%
Radio 3% 2% 2% 5% 4% 0% 0%
Through Government Sources
3% 0% 7% 2% 7% 0% 3%
Internet 1% 2% 0% 0% 0% 0% 0%
109
CSC Related
Average Distance from Nearest Town – By State
Total
Andhra Pradesh
Assam Bihar Chhattisgarh Gujarat
Base 1535 72 89 141 73 109
Average Distance (in km)
14 23 13 7 11 21
Total
Himachal Pradesh
Jharkhand Madhya Pradesh
Maharashtra Manipur
Base 1535 128 164 95 30 73
Average Distance (in km)
14 7 12 23 21 13
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Base 1535 5 132 72 30 73
Average Distance (in km)
14 10 18 14 29 7
Total
Uttar Pradesh
West Bengal
J&K Uttarakhand -
Base 1535 101 71 21 56 -
Average Distance (in km)
14 8 20 16 6 -
Average Distance from Nearest Town – By SCA
Total Zoom
Tera Software
SREI Spanco AID
Base 1535 317 41 327 26 39
Average Distance (in km)
14 12 19 11 35 12
Total CMS BASIX Reliance 3i J&K Bank
Base 1535 369 77 131 10 21
Average Distance (in km)
14 17 22 10 12 16
110
Total SARK UTL Times AISECT NICT
Base 1535 44 46 25 38 24
Average Distance (in km)
14 6 6 21 11 11
Number of Villages Covered Per CSC – By State
State TotalAndhra Pradesh
Assam BiharChhatis
garhGujarat HP
Jharkhand
MPMaha
rashtraManiPur
Answering Base:
815 38 50 45 26 50 52 54 33 52 31
1 Village 13% 29% 6% 0% 4% 66% 23% 9% 21% 27% 3%
2 Villages 4% 0% 4% 2% 0% 6% 2% 15% 3% 0% 0%
3 Villages 10% 5% 18% 2% 12% 20% 8% 7% 3% 21% 10%
4 Villages 10% 8% 32% 13% 8% 4% 14% 9% 0% 17% 13%
5 Villages 10% 3% 20% 11% 15% 0% 10% 6% 18% 10% 19%
6 Villages 16% 5% 6% 4% 46% 2% 15% 4% 30% 12% 42%
7 Villages 35% 50% 14% 67% 15% 2% 25% 50% 24% 14% 13%
<7 Villages 0% 0% 0% 0% 0% 0% 4% 0% 0% 0% 0%
Mean 4.9 4.7 4.3 6.1 5.3 1.8 4.5 5.0 4.8 3.7 5.2
111
Number of villages covered per CSC: SCA Wise
State Total Megha
layaNagaland
OrissaRajasthan
TamilNadu
UttarPradesh
WestBengal
J&KUtra
khand
Answering Base:
815 28 4 116 47 57 48 46 14 24
1 Village 13% 0% 25% 4% 0% 21% 2% 0% 7% 4%
2 Villages 4% 0% 0% 1% 0% 16% 2% 7% 7% 4%
3 Villages 10% 11% 0% 8% 6% 19% 2% 9% 29% 8%
4 Villages 10% 7% 25% 7% 6% 16% 2% 9% 0% 13%
5 Villages 10% 7% 0% 14% 4% 9% 8% 15% 7% 13%
6 Villages 16% 21% 0% 13% 21% 4% 40% 11% 36% 42%
7 Villages 35% 54% 50% 53% 62% 16% 44% 48% 14% 17%
< 7 Villages 0% 0% 0% 0% 0% 0% 0% 2% 0% 0%
Mean 4.9 6.0 4.8 5.8 6.3 3.5 6.1 5.7 4.6 5.2
Total ZoomTera
SoftwareSREI Spanco AID CMS BASIX
Answering Base 815 184 34 220 12 6 122 60
1 Village 13% 8% 6% 7% 83% 50% 34% 3%
2 Villages 4% 3% 3% 6% 0% 17% 3% 0%
3 Villages 10% 9% 3% 11% 0% 0% 12% 10%
4 Villages 10% 12% 12% 12% 0% 0% 7% 8%
5 Villages 10% 13% 9% 13% 0% 17% 4% 10%
6 Villages 16% 17% 21% 15% 8% 0% 14% 15%
7 Villages 35% 38% 41% 36% 8% 17% 27% 53%
< 7 Villages 0% 0% 6% 1% 0% 0% 0% 0%
Mean 4.9 5.2 5.7 5.1 1.9 2.8 4.0 5.8
112
IT Infrastructure in working condition – by States
Total Reliance 3i J&K Bank SARK UTL Times AISECT NICT
AnsweringBase
815 69 5 14 26 26 14 11 12
1 Village 13% 10% 0% 7% 0% 4% 57% 9% 8%
2 Villages 4% 1% 20% 7% 0% 15% 0% 0% 0%
3 Villages 10% 19% 0% 29% 4% 12% 0% 18% 0%
4 Villages 10% 16% 0% 0% 15% 12% 7% 9% 0%
5 Villages 10% 13% 40% 7% 8% 4% 7% 9% 17%
6 Villages 16% 22% 40% 36% 4% 4% 0% 36% 42%
7 Villages 35% 19% 0% 14% 69% 50% 29% 18% 33%
<7 Villages 0% 0% 0% 0% 0% 0% 0% 0% 0%
Mean 4.9 4.6 4.8 4.6 6.2 5.1 3.2 4.9 5.8
TotalAndhra Pradesh Assam Bihar Chhatisgarh Gujarat
Himachal Pradesh
Desktop / Laptop 1.2 1.6 1.4 0.9 1.0 0.8 1.1
Printers 1.1 2.0 1.2 0.7 0.9 1.2 1.2
Webcam 0.5 0.9 0.4 0.5 1.1 0.9 0.6
Digital Cameras 0.6 1.0 0.8 0.5 1.1 0.1 0.4
Scanners 0.7 1.0 0.6 0.5 1.0 0.9 0.6
Photocopying Machine 0.5 0.7 0.5 0.6 1.2 0.1 0.3
CD / DVD Writer 0.9 0.9 0.9 0.2 0.9 0.7 1.1
113
IT Infrastructure in working condition – by States
Total
JharkhandMadhya Pradesh Maharashtra Manipur Meghalaya Nagaland Orissa
Desktop / Laptop 1.2 0.7 1.1 1.3 1.0 1.3 1.6 1.1
Printers 1.1 0.6 1.0 1.1 1.0 1.1 0.8 1.0
Webcam 0.5 0.3 0.6 0.6 0.0 0.0 0.0 0.3
Digital Cameras 0.6 0.2 0.5 0.3 0.0 1.0 0.4 0.6
Scanners 0.7 0.2 1.0 0.7 0.7 1.0 0.2 0.6
Photocopying Machine 0.5 0.1 0.7 0.3 0.7 1.0 0.4 0.5
CD / DVD Writer 0.9 0.4 0.9 1.0 1.3 1.5 0.6 0.9
TotalRajasthan Tamil Nadu
Uttar Pradesh
West Bengal J&K Uttarakhand
Desktop / Laptop 1.2 1.3 2.0 1.7 2.0 2.0 1.3
Printers 1.1 1.1 1.6 1.5 1.4 1.7 0.7
Webcam 0.5 0.4 0.9 0.9 0.6 1.0 1.7
Digital Cameras 0.6 0.5 1.0 1.0 0.9 1.0 1.0
Scanners 0.7 0.5 1.0 1.0 0.6 0.8 1.0
Photocopying Machine 0.5 0.5 0.2 1.0 0.3 0.1 1.0
CD / DVD Writer 0.9 1.1 2.7 0.9 0.5 1.4 0.8
114
IT Infrastructure in working condition – by SCAs
IT Infrastructure in working condition – by SCAs
Total ZoomTera
SoftwareSREI Spanco AID CMS BASIX Reliance 3i
Desktop / Laptop1.2 0.9 1.2 1.8 1.1 0.8 1.2 1.0 1.4 1.0
Printers1.1 0.9 0.9 1.4 0.9 0.4 1.4 0.9 1.1 0.8
Webcam0.5 0.2 0.5 0.8 0.6 0.8 0.9 0.0 0.7 1.0
Digital Cameras0.6 0.5 0.3 1.0 0.1 0.9 0.8 0.5 0.6 0.0
Scanners0.7 0.5 0.6 0.8 0.5 0.7 0.9 0.8 0.9 1.0
Photocopying Machine
0.5 0.4 0.4 0.5 0.2 0.6 0.6 0.7 0.6 0.8
CD / DVD Writer0.9 0.9 1.1 1.1 1.0 0.9 0.9 1.3 1.0 0.7
Total
J&K SARK UTL Times AISECT NICT
Desktop / Laptop1.2 2.0 0.6 0.8 0.9 1.3 1.2
Printers1.1 1.7 0.6 0.7 0.9 1.0 0.8
Webcam0.5 1.0 0.5 0.1 0.0 1.5 0.7
Digital Cameras0.6 1.0 0.1 0.1 0.0 1.0 1.0
Scanners0.7 0.8 0.5 0.0 0.2 1.0 1.2
Photocopying Machine
0.5 0.1 0.4 0.0 0.0 1.3 1.0
CD / DVD Writer0.9 1.4 0.2 0.4 0.5 0.7 0.7
115
Availability of Internet- by State
TotalAndhra Pradesh Assam Bihar Chhatisgarh Gujarat
Himachal Pradesh
Answering Base 999 38 62 79 30 75 56Internet Owner 68% 97% 82% 35% 53% 59% 88%Internet Non-Owner 32% 3% 18% 65% 47% 41% 13%
TotalJharkhand
Madhya Pradesh Maharashtra Manipur Meghalaya Nagaland
Answering Base 999 100 50 67 31 28 5Internet Owner 68% 26% 68% 64% 100% 25% 80%Internet Non-Owner 32% 74% 32% 36% 0% 75% 20%
Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K UttarakhandAnswering Base 999 117 52 60 57 48 14 30Internet Owner 68% 57% 92% 95% 95% 96% 93% 70%Internet Non-Owner 32% 43% 8% 5% 5% 4% 7% 30%
116
Availability of Internet- by SCA
TotalZoom
TeraSoftware SREI Spanco
Alternative for India
DevelopmentAnswering Base 999 207 38 248 25 18Internet Owner 68% 65% 89% 90% 80% 6%Internet Non-Owner 32% 35% 11% 10% 20% 94%
Total SARK UTL Times AISECT NICTAnswering Base 999 45 51 14 12 17Internet Owner 68% 18% 35% 100% 50% 59%Internet Non-Owner 32% 82% 65% 0% 50% 41%
Total CMS BASIX Reliance 3i J&KAnswering Base 999 158 61 85 6 14Internet Owner 68% 73% 31% 66% 83% 93%Internet Non-Owner 32% 27% 69% 34% 17% 7%
117
Type of Internet connection available with CSC: By State
Total Andhra Pradesh Assam Bihar Chhatisgarh Gujarat
Himachal Pradesh
Answering Base 667 36 50 27 15 44 49
Presence of Internet 676 38 62 79 30 75 56
VSAT 39% 0% 60% 70% 0% 30% 0%
Wired 30% 56% 28% 7% 33% 27% 47%
Wireless 29% 42% 12% 14% 66% 27% 53%
Leased Line 2% 3% 0% 4% 0% 16% 0%
Others 0% 0% 0% 4% 0% 0% 0%
Total Jharkhand
Madhya Pradesh
Maharashtra Manipur Meghalaya Nagaland Orissa
Answering Base 667 26 34 41 31 7 4 65
Presence of Internet 676 100 50 67 31 28 5 117
VSAT 39% 15% 0% 7% 19% 100% 50% 51%
Wired 30% 31% 71% 56% 3% 0% 50% 22%Wireless 29% 50% 27% 34% 78% 0% 0% 28%Leased Line 2% 4% 0% 2% 0% 0% 0% 0%
Others 0% 0% 3% 0% 0% 0% 0% 0%
Total Rajasthan Tamil Nadu
Uttar Pradesh West Bengal J&K Uttarakhand
Answering Base 667 48 57 53 46 13 21
Presence of Internet 676 52 60 57 48 14 30
VSAT 39% 4% 84% 66% 91% 100% 10%
Wired 30% 65% 12% 9% 9% 0% 33%
Wireless 29% 30% 4% 21% 0% 0% 57%
Leased Line 2% 2% 0% 2% 0% 0% 0%
Others 0% 0% 0% 2% 0% 0% 0%
118
SCA wise type of Internet connection available with CSC
Total Zoom Tera SREI Spanco AID
Answering Base 667 131 34 221 20 1
Presence of Internet 676 207 38 248 25 18
VSAT 39% 8% 6% 90% 0% 0%
Wired 30% 38% 62% 7% 75% 100%
Wireless 29% 52% 33% 4% 20% 0%
Leased Line 2% 1% 0% 0% 5% 0%
Others 0% 0% 0% 0% 0% 0%
Total CMS BASIX Reliance 3i J&K
Answering Base 667 116 18 54 5 13
Presence of Internet 676 158 61 85 6 14
VSAT 39% 16% 39% 9% 0% 100%
Wired 30% 41% 28% 39% 80% 0%
Wireless 29% 35% 34% 52% 0% 0%
Leased Line 2% 8% 0% 0% 0% 0%
Others 0% 1% 0% 0% 20% 0%
119
State wise Speed of Internet connection at CSC
Total SARK UTL Times AISECT NICT
Answering Base 667 7 18 13 6 10
Presence of Internet 676 45 51 14 12 17
VSAT 39% 14% 22% 0% 0% 0%
Wired 30% 0% 28% 54% 50% 80%
Wireless 29% 58% 50% 38% 50% 20%
Leased Line 2% 14% 0% 8% 0% 0%
Datacard 11% 29% 33% 0% 17% 0%
Others 0% 14% 0% 0% 0% 0%
TotalAndhra Pradesh
Assam BiharChhatis
garhGujarat HP Jharkhand MP
Maharashtra
ManiPur
Answering Base 628 37 49 23 14 29 46 28 31 40 29
< 256 Kbps 54% 54% 71% 57% 36% 52% 22% 61% 45% 15% 52%
256 Kbps 22% 30% 20% 26% 43% 14% 33% 29% 29% 35% 28%
512 Kbps 10% 8% 4% 4% 14% 17% 17% 4% 13% 13% 17%
>512 Kbps 15% 8% 4% 13% 7% 17% 28% 7% 13% 38% 3%
Total Megha
layaNagaland
OrissaRajasthan
TamilNadu
UttaraPradesh
WestBengal
J&KUtra
khand
Answering Base 628 7 4 62 44 56 52 43 13 21
< 256 Kbps 54% 100% 75% 74% 25% 63% 85% 65% 31% 52%
256 Kbps 22% 0% 25% 18% 18% 7% 6% 21% 8% 33%
512 Kbps 10% 0% 0% 3% 14% 7% 6% 7% 54% 5%
>512 Kbps 15% 0% 0% 5% 43% 23% 4% 7% 8% 10%
120
SCA wise Speed of Internet connection at CSC
Total ZoomTera
SoftwareSREI Spanco AID CMS BASIX
Answering Base
628 124 31 214 20 3 96 18
< 256 Kbps 54% 34% 42% 77% 5% 33% 49% 72%
256 Kbps 22% 35% 32% 10% 40% 33% 18% 28%
512 Kbps 10% 16% 3% 4% 10% 0% 12% 0%
>512 Kbps 15% 15% 23% 9% 45% 33% 22% 0%
Total Reliance 3i J&K Bank SARK UTL Times AISECT NICT
Answering Base 628 55 5 13 6 17 14 6 6
< 256 Kbps 54% 36% 100% 31% 33% 88% 57% 33% 33%
256 Kbps 22% 33% 0% 8% 33% 6% 21% 33% 50%
512 Kbps 10% 13% 0% 54% 17% 6% 7% 17% 17%
>512 Kbps 15% 18% 0% 8% 17% 0% 14% 17% 0%
121
Alternative arrangement for power backup if electricity supply is interrupted-
by State
Alternative arrangement for power backup if electricity supply is interrupted-
by State
TotalAndhra Pradesh Assam Bihar Chhatisgarh Gujarat
Himachal Pradesh
Answering Base 810 35 59 57 16 54 30No power backup (in %) 15% 0% 10% 12% 25% 20% 80%Generator(in %) 43% 6% 64% 46% 6% 11% 13%Separate UPS for each desktop / laptop
42% 43% 47% 44% 13% 41% 13%
Single UPS for all desktops/ laptops
45% 60% 46% 46% 69% 44% 17%
TotalJharkhand
Madhya Pradesh Maharashtra Manipur Meghalaya Nagaland
Answering Base 810 66 32 51 31 28 5No power backup (in %) 15% 8% 13% 27% 0% 7% 0%Generator(in %) 43% 73% 28% 35% 100% 43% 40%Separate UPS for each desktop / laptop
42% 33% 53% 37% 77% 96% 60%
Single UPS for all desktops/ laptops
45% 27% 41% 47% 23% 21% 60%
Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K UttarakhandAnswering Base 810 111 44 57 51 48 14 21
No power backup (in %)
15% 22% 5% 2% 4% 10% 0% 33%
Generator(in %) 43% 36% 36% 26% 78% 42% 100% 29%Separate UPS for each desktop / laptop
42% 59% 32% 30% 39% 15% 0% 43%
Single UPS for all desktops/ laptops
45% 25% 82% 98% 39% 52% 93% 24%
122
Alternative arrangement for power backup if electricity supply is interrupted-
by SCA
TotalZoom
TeraSoftware SREI Spanco
Alternative for India
DevelopmentAnswering Base 810 176 19 231 24 8
No power backup (in %) 15% 19% 47% 12% 13% 0%Generator(in %) 43% 44% 32% 57% 63% 25%Separate UPS for each desktop / laptop 42% 55% 37% 28% 46% 50%Single UPS for all desktops/ laptops 45% 35% 37% 59% 50% 25%
Total CMS BASIX Reliance 3i J&KAnswering Base 810 122 57 59 5 14
No power backup (in %) 15% 12% 12% 31% 0% 0%Generator(in %) 43% 22% 25% 20% 0% 100%Separate UPS for each desktop / laptop 42% 33% 89% 39% 60% 0%Single UPS for all desktops/ laptops 45% 56% 14% 36% 40% 93%
Total SARK UTL Times AISECT NICTAnswering Base 810 32 37 13 6 7
No power backup (in %) 15% 6% 0% 0% 33% 14%Generator(in %) 43% 34% 95% 0% 0% 57%Separate UPS for each desktop / laptop 42% 47% 30% 62% 17% 57%Single UPS for all desktops/ laptops 45% 59% 8% 46% 67% 57%
123
Weekly off of CSC: By States
Total AP Assam Bihar Chhattisgarh Gujarat HP
Answering Base 793 37 56 47 27 43 49
Any day between Monday - Saturday
3% 3% 2% 4% 7% 0% 2%
Sunday 51% 43% 43% 13% 67% 79% 63%
No weekly off (Open all 7 days)
46% 54% 55% 83% 26% 21% 35%
Total Jharkhand MP Maharashtra Manipur Meghalaya Nagaland
Answering Base 793 53 40 52 31 28 3
Any day between Monday - Saturday
3% 6% 0% 4% 0% 0% 0%
Sunday 51% 45% 53% 81% 13% 100% 100%
No weekly off (Open all 7 days)
46% 49% 48% 15% 87% 0% 0%
Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal Uttarakhand
Answering Base 793 105 40 58 51 46 13
Any day between Monday - Saturday
3% 3% 3% 0% 4% 7% 0%
Sunday 51% 43% 48% 62% 37% 37% 77%
No weekly off (Open all 7 days)
46% 54% 50% 38% 59% 57% 23%
124
Weekly off of CSC: By SCA
TotalZoom
TeraSoftware SREI Spanco AID CMS BASIX Reliance
Answering Base
793 172 33 227 16 5 107 59 63
Any day between Monday -Saturday
3% 5% 3% 3% 6% 0% 0% 2% 5%
Sunday 51% 43% 48% 42% 69% 40% 61% 75% 67%
No weekly off (Open all 7 days)
46% 52% 48% 55% 25% 60% 39% 24% 29%
Total 3i J&K SARK UTL Times AISECT NICT
Answering Base 793 5 13 24 32 13 12 12
Any day between Monday -Saturday
3% 0% 0% 4% 3% 8% 0% 0%
Sunday 51% 80% 77% 4% 50% 54% 83% 33%
No weekly off (Open all 7 days)
46% 20% 23% 92% 47% 38% 17% 67%
125
Installation of Online Monitoring Tool- by State
TotalAndhra Pradesh Assam Bihar Chhatisgarh Gujarat
Himachal Pradesh
Answering Base 806 37 50 50 18 52 53Yes 36% 43% 32% 16% 67% 23% 47%No 64% 57% 68% 84% 33% 77% 53%
Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K UttarakhandAnswering Base 806 108 46 60 48 47 13 19
Yes 36% 35% 59% 13% 42% 4% 85% 21%No 64% 65% 41% 87% 58% 96% 15% 79%
TotalJharkhand
Madhya Pradesh Maharashtra Manipur Meghalaya Nagaland
Answering Base 806 57 32 52 31 28 5Yes 36% 23% 56% 44% 90% 18% 40%No 64% 77% 44% 56% 10% 82% 60%
126
Installation of Online Monitoring Tool- by SCA
TotalZoom
TeraSoftware SREI Spanco
Alternative for India
DevelopmentAnswering Base 806 179 36 225 23 8
Yes 36% 40% 50% 24% 26% 75%No 64% 60% 50% 76% 74% 25%
Total SARK UTL Times AISECT NICTAnswering Base 806 27 25 14 8 7
Yes 36% 7% 28% 29% 88% 100%No 64% 93% 72% 71% 13% 0%
Total CMS BASIX Reliance 3i J&KAnswering Base 806 119 56 62 4 13
Yes 36% 43% 29% 42% 25% 85%No 64% 57% 71% 58% 75% 15%
127
Registration on Online Monitoring Tool- by State
TotalAndhra Pradesh Assam Bihar Chhatisgarh Gujarat
Himachal Pradesh
Answering Base 792 37 50 49 18 49 53Yes 29% 35% 24% 10% 67% 18% 19%No 71% 65% 76% 90% 33% 82% 81%
Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K UttarakhandAnswering Base 792 104 45 60 48 43 13 19
Yes 29% 33% 56% 13% 38% 2% 23% 16%No 71% 67% 44% 87% 63% 98% 77% 84%
TotalJharkhand
Madhya Pradesh Maharashtra Manipur Meghalaya Nagaland
Answering Base 792 56 33 51 31 28 5Yes 29% 25% 45% 31% 84% 7% 40%No 71% 75% 55% 69% 16% 93% 60%
“Supply chain issues is a main problem in remote areas. Wherever, connectivity is issue, SCA face difficulties to monitor CSCs.”- SDA, Assam
128
Registration on Online Monitoring Tool- by SCA
Any other initiative like CSC- by State
TotalZoom
TeraSoftware SREI Spanco
Alternative for India
DevelopmentAnswering Base 792 177 36 219 23 9
Yes 29% 34% 25% 21% 22% 78%No 71% 66% 75% 79% 78% 22%
Total SARK UTL Times AISECT NICTAnswering Base 792 27 24 14 8 7
Yes 29% 4% 29% 29% 88% 100%No 71% 96% 71% 71% 13% 0%
Total CMS BASIX Reliance 3i J&KAnswering Base 792 116 54 61 4 13
Yes 29% 37% 20% 26% 25% 23%No 71% 63% 80% 74% 75% 77%
Total AP Assam Bihar Chhattisgarh Gujarat HP
Answering Base 741 36 65 57 13 58 25
Yes 23% 67% 25% 32% 8% 40% 4%
No 77% 33% 75% 68% 92% 60% 96%
Total Jharkhand MP Maharashtra Manipur Meghalaya Nagaland
Answering Base 741 72 42 36 32 31 3
Yes 23% 13% 29% 11% 31% 19% 33%
No 77% 88% 71% 89% 69% 81% 67%
Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal Uttarakhand
Answering Base 741 87 45 43 24 69 3
Yes 23% 10% 44% 9% 29% 9% 0%
No 77% 90% 56% 91% 71% 91% 100%
129
Any other initiative like CSC- by SCA
Total Zoom Tera Software SREI Spanco AID
Answering Base 741 170 20 214 21 23
Yes 23% 21% 10% 16% 10% 9%
No 77% 79% 90% 84% 90% 91%
Total CMS BASIX Reliance 3i J&K
Answering Base 741 122 58 27 9 0
Yes 23% 51% 14% 11% 0% 0%
No 77% 49% 86% 89% 100% 0%
Total SARK UTL Times AISECT NICT
Answering Base 741 19 27 6 8 17
Yes 23% 16% 19% 50% 0% 65%
No 77% 84% 81% 50% 100% 35%
130
Floor area of CSC: By states
SCA wise floor area of CSC
Total Megha
layaNagaland Orissa
Rajasthan
TamilNadu
UttarPradesh
WestBengal
J&KUtra
khand
Answering Base 856 28 5 109 48 60 53 47 14 19
Upto 150 sq feet 62% 57% 60% 70% 62% 52% 36% 70% 7% 42%
151-200 sq feet 19% 25% 0% 17% 19% 32% 32% 13% 14% 53%
More than 200 sq feet 19% 18% 40% 13% 19% 16% 32% 17% 79% 5%
Mean 146 140 144 133 152 156 181 138 217 153
TotalAndhra Pradesh
Assam BiharChhatis
garhGujarat HP Jharkhand MP
Maharashtra
ManiPur
Answering Base
856 37 58 50 21 48 53 72 41 63 30
Upto 150 sq feet
62% 62% 68% 82% 90% 88% 45% 82% 59% 37% 80%
151-200 sq feet 19% 14% 16% 14% 0% 10% 36% 11% 12% 13% 13%
More than 200 sq feet
19% 24% 16% 4% 10% 2% 19% 7% 29% 50% 7%
Mean 146 153 141 118 119 100 158 123 153 199 123
Total ZoomTera
SoftwareSREI Spanco AID CMS BASIX
Answering Base 856 189 36 235 23 11 120 56
Upto 150 sq feet 62% 76% 42% 59% 9% 91% 70% 66%
151-200 sq. feet 19% 13% 44% 21% 17% 9% 14% 21%
More than 200 sq.feet
19% 11% 14% 20% 74% 0% 16% 13%
Mean Floor Area 146 130 159 151 241 92 133 129
131
Physical Infrastructure in working condition – by States
Total Reliance 3i J&K Bank SARK UTL Times AISECT NICT
Answering Base
856 71 4 14 24 36 14 9 14
Upto 150 sqfeet
62% 52% 100% 7% 75% 69% 64% 78% 36%
151-200 sq.feet
19% 24% 0% 14% 21% 17% 29% 0% 7%
More than 200sq. feet
19% 24% 0% 79% 4% 14% 7% 22% 57%
Mean FloorArea
146 162 50 217 129 139 145 142 196
TotalAndhra Pradesh
Assam BiharChhatis
garhGujarat HP Jharkhand MP
Maharashtra
ManiPur
Tables / Desk2.1
1.7 2.7 1.6 1.7 1.0 1.3 1.6 2.3 1.9 1.3
Chairs2.9
2.7 3.1 2.2 2.9 1.6 3.9 2.9 3.9 3.2 1.4
Tubelights1.6
1.8 1.8 1.3 1.5 1.1 1.4 1.5 1.8 1.8 1.5
Electric Lamps / Bulbs1.6
1.7 1.8 . 1.4 1.0 1.4 1.3 1.9 1.8 1.0
Ceiling Fans1.2
1.4 1.3 1.0 1.2 1.0 1.2 1.5 1.4 1.3 1.0
Table Fan1.3
4.0 1.3 . 1.0 . 1.0 . 1.0 1.2 1.0
Television1.2
4.0 1.0 . 1.0 1.0 1.0 . 1.2 1.0 1.0
Radio1.4
4.0 . . 1.0 . 1.0 . 1.3 . 1.0
Mobile1.4
4.0 1.1 1.0 1.0 1.0 1.2 1.0 1.8 1.2 1.0
132
Physical Infrastructure in working condition – by States
Physical Infrastructure in working condition – by SCA
Total Megha
layaNagaland
OrissaRajasthan
TamilNadu
UttarPradesh
WestBengal
J&KUtra
khand
Tables / Desk2.1
2.4 3.0 1.8 1.8 3.3 2.5 2.9 3.0 1.4
Chairs2.9
5.1 3.0 2.3 2.7 3.0 3.0 3.0 3.0 3.1
Tubelights1.6
1.9 1.3 1.5 1.3 2.0 1.7 1.3 2.1 1.7
Electric Lamps / Bulbs1.6
2.1 1.0 1.5 1.1 2.0 1.5 2.0 1.0 1.4
Ceiling Fans1.2
. 1.0 1.1 1.2-
1.1 1.0 1.0 1.1
Table Fan1.3
. . 1.0 1.0 1.0 1.0 . . .
Television1.2
. . . 1.0-
1.0 . . 1.0
Radio1.4
. . 1.0 1.0 . 1.0 . . 1.0
Mobile1.4
. 1.0 1.0 1.5 1.0 1.5 1.0 1.0 1.3
Total ZoomTera
SoftwareSREI Spanco AID CMS BASIX
Tables / Desk 2.11.6 1.4 3.0 2.7 1.0 1.6 1.8
Chairs 2.92.7 4.2 2.9 4.2 2.0 2.5 3.2
Tubelights 1.61.5 1.3 1.5 1.6 . 1.5 1.8
Electric Lamps / Bulbs1.6 1.4 1.4 1.6 1.4 1.0 1.4 1.9
Ceiling Fans1.2 1.2 1.2 1.1 1.2 . 1.2 1.0
Table Fan 1.31.1 1.0 1.0 1.0 . 3.0 .
Television 1.21.0 1.0 1.0 1.0 . 2.0 .
Radio1.4 1.0 . 1.0 . . 1.9 .
Mobile1.4 1.2 1.4 1.4 1.1 . 1.6 1.0
133
Physical Infrastructure in working condition – by SCA
Availability of electricity (Min. 6 Hrs.): By States
Total Reliance 3i J&K Bank SARK UTL Times AISECT NICT
Tables / Desk 2.11.6 2.5 3.0 1.0 2.2 1.2 2.4 2.3
Chairs 2.93.0 4.0 3.0 2.0 4.2 1.8 4.6 4.1
Tubelights 1.61.8 1.3 2.1 1.3 1.5 1.2 2.3 2.9
Electric Lamps / Bulbs 1.61.8 1.0 1.0 . 1.4 1.0 2.0 2.5
Ceiling Fans 1.21.2 1.0 1.0 . 1.5 1.2 1.5 1.9
Table Fan 1.31.3 . . . . 1.0 1.0 1.0
Television 1.21.1 . . . . 1.0 1.0 1.0
Radio 1.41.0 . . . . . . 1.5
Mobile 1.41.2 1.0 1.0 1.0 1.0 . 1.0 3.4
Total AP Assam Bihar Chhattisgarh Gujarat HP
Answering Base 1,658 86 91 158 75 110 74
Electricity transmission (Min. 6 hrs daily)
85% 77% 96% 57% 88% 95% 89%
Total Jharkhand MP Maharashtra Manipur Meghalaya Nagaland
Answering Base 1,658 150 175 112 33 31 10
Electricity transmission (Min. 6 hrs daily)
85% 73% 67% 96% 100% 94% 100%
134
Availability of electricity (Min. 6 Hrs.): By SCA
Total Orissa RajasthanTamil Nadu Uttar Pradesh
West Bengal J&K Uttarakhand
Answering Base 1,658 141 75 74 110 73 22 58
Electricity transmission (Min. 6 hrs daily)
85% 96% 96% 97% 88% 97% 86% 98%
Total Zoom
TeraSoftwar
e SREI Spanco AID CMS BASIX Reliance
Answering Base 1,658 337 47 341 27 45 388 79 146
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 1,658 10 22 58 54 35 39 30
Electricity transmission (Min. 6 hrs daily)
85% 60% 86% 59% 85% 97% 87% 73%
135
New vs. Refurbished - Hardware Infrastructure such as PC / Printers- by State
TotalAndhra Pradesh Assam Bihar Chhatisgarh Gujarat
Himachal Pradesh
Answering Base 819 36 58 49 20 70 48New (in %) 91 86 87 96 91 98 100Refurbished (in %) 9 14 13 4 9 2 0
TotalJharkhand
Madhya Pradesh Maharashtra Manipur Meghalaya Nagaland
Answering Base 819 63 34 37 31 28 4New (in %) 91 64 93 96 100 94 33Refurbished (in %) 9 36 7 4 0 6 68
Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K UttarakhandAnswering Base 819 97 49 59 50 47 14 25
New (in %) 91 97 92 99 95 71 99 98Refurbished (in %) 9 3 8 1 5 29 1 2
136
New vs. Refurbished - Hardware Infrastructure such as PC / Printers- by SCA
TotalZoom
TeraSoftware SREI Spanco
Alternative for India
DevelopmentAnswering Base 819 178 32 232 18 7
New (in %) 91 87 91 90 94 30Refurbished (in %) 9 13 9 10 6 70
Total SARK UTL Times AISECT NICTAnswering Base 819 23 32 14 6 10
New (in %) 91 95 92 87 88 99Refurbished (in %) 9 5 8 13 12 1
Total CMS BASIX Reliance 3i J&KAnswering Base 819 138 53 57 5 14
New (in %) 91 94 96 96 90 99Refurbished (in %) 9 6 4 4 10 1
137
Usage Related
Awareness: By SCA
Total Zoom Tera Software SREI Spanco AID
Citizens 19% 21% 9% 34% 18% 10%
Village Heads 46% 51% 44% 64% 82% 51%
LLIIs 40% 48% 6% 61% 69% 46%
Total CMS BASIX Reliance 3i J&K Bank
Citizens 19% 9% 54% 6% 44% 1%
Village Heads 46% 33% 73% 20% 100% 0%
LLIIs 40% 23% 68% 15% 100% 2%
Total SARK UTL Times AISECT NICT
Citizens 19% 25% 9% 17% 2% 19%
Village Heads 46% 40% 54% 17% 21% 60%
LLIIs 40% 41% 52% 9% 4% 61%
138
Awareness: By State
TotalAndhra Pradesh
Assam Bihar Chhatisgarh Gujarat
Citizens 19% 25% 48% 19% 2% 4%
Village Heads 46% 41% 71% 39% 17% 54%
LLIIs 40% 37% 70% 41% 4% 23%
Total Himachal Pradesh
JharkhandMadhya Pradesh
Maharashtra Manipur
Citizens 19% 9% 9% 9% 9% 57%
Village Heads 46% 35% 51% 27% 33% 97%
LLIIs 40% 6% 44% 27% 25% 100%
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Citizens 19% 86% 40% 33% 18% 36%
Village Heads 46% 100% 30% 62% 65% 61%
LLIIs 40% 100% 15% 61% 58% 48%
TotalUttar
PradeshWest Bengal J&K Uttarakhand
Citizens 19% 11% 35% 1% 2%
Village Heads 46% 22% 95% 0% 9%
LLIIs 40% 22% 92% 2% 4%
139
Source of Awareness Among VHs: By SCA
Total Zoom Tera Software SREI Spanco AID
Base 670 148 19 203 21 11
Newspaper 18% 24% 5% 18% 76% 27%
Radio 2% 3% 0% 1% 5% 18%
Village Head/ Sarpanch 10% 5% 21% 10% 33% 9%
Headmaster 1% 1% 0% 2% 0% 0%
Postmaster 1% 0% 0% 2% 0% 0%
From the CSC Operator/VLE
45% 57% 26% 44% 29% 36%
Word of mouth 36% 32% 47% 45% 62% 27%
From a government office/official
21% 11% 42% 17% 10% 9%
Others 7% 1% 0% 12% 0% 0%
Total CMS BASIX Reliance 3i J&K Bank
Base 670 118 57 24 10 0
Newspaper 18% 12% 9% 8% 0% 0%
Radio 2% 1% 0% 0% 0% 0%
Village Head/ Sarpanch 10% 12% 4% 4% 40% 0%
Headmaster 1% 0% 2% 0% 10% 0%
Postmaster 1% 0% 0% 0% 0% 0%
From the CSC Operator/VLE
45% 30% 63% 54% 50% 0%
Word of mouth 36% 22% 21% 33% 40% 0%
From a government office/official
21% 45% 28% 13% 30% 0%
Others 7% 10% 4% 8% 0% 0%
140
Source of Awareness Among VHs: By State
Total SARK UTL Times AISECT NICT
Base 670 20 15 6 5 13
Newspaper 18% 10% 20% 50% 20% 8%
Radio 2% 5% 0% 0% 20% 0%
Village Head/ Sarpanch 10% 10% 13% 17% 0% 0%
Headmaster 1% 0% 7% 0% 0% 0%
Postmaster 1% 0% 0% 0% 20% 0%
From the CSC Operator/VLE
45% 15% 33% 33% 20% 77%
Word of mouth 36% 50% 40% 50% 60% 23%
From a government office/official
21% 10% 20% 17% 0% 0%
Others 7% 0% 0% 33% 0% 8%
TotalAndhra Pradesh
Assam Bihar Chhatisgarh Gujarat
Base 670 35 65 51 7 57
Newspaper 18% 17% 17% 18% 29% 2%
Radio 2% 3% 0% 4% 14% 0%
Village Head/ Sarpanch 10% 11% 3% 10% 14% 7%
Headmaster 1% 0% 3% 0% 0% 0%
Postmaster 1% 0% 0% 0% 14% 0%
From the CSC Operator/VLE
45% 26% 49% 20% 14% 19%
Word of mouth 36% 43% 52% 61% 43% 4%
From a government office/official
21% 37% 11% 4% 0% 65%
Others 7% 23% 0% 2% 0% 9%
141
TotalHimachal Pradesh
JharkhandMadhya Pradesh
Maharashtra Manipur
Base 670 20 42 42 34 32
Newspaper 18% 5% 31% 5% 56% 6%
Radio 2% 0% 10% 0% 3% 3%
Village Head/ Sarpanch 10% 20% 7% 14% 24% 9%
Headmaster 1% 0% 2% 2% 0% 0%
Postmaster 1% 0% 0% 0% 0% 0%
From the CSC Operator/VLE
45% 25% 38% 62% 27% 75%
Word of mouth 36% 40% 24% 29% 53% 41%
From a government office/official
21% 50% 10% 7% 15% 19%
Others 7% 0% 0% 7% 3% 0%
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Base 670 31 3 80 37 43
Newspaper 18% 7% 0% 24% 43% 7%
Radio 2% 0% 0% 1% 0% 2%
Village Head/ Sarpanch 10% 0% 0% 5% 14% 19%
Headmaster 1% 0% 0% 1% 0% 2%
Postmaster 1% 0% 0% 0% 0% 5%
From the CSC Operator/VLE
45% 48% 0% 65% 78% 67%
Word of mouth 36% 19% 100% 33% 22% 33%
From a government office/official
21% 48% 0% 10% 8% 12%
Others 7% 0% 0% 9% 0% 12%
142
Source of Awareness Among LLII: By SCA
TotalUttar
PradeshWest Bengal J&K Uttarakhand
Base 670 22 67 0 2
Newspaper 18% 9% 22% 0% 0%
Radio 2% 0% 2% 0% 0%
Village Head/ Sarpanch 10% 14% 9% 0% 0%
Headmaster 1% 0% 3% 0% 0%
Postmaster 1% 0% 2% 0% 0%
From the CSC Operator/VLE
45% 36% 33% 0% 50%
Word of mouth 36% 27% 45% 0% 50%
From a government office/official
21% 0% 36% 0% 50%
Others 7% 32% 12% 0% 0%
Total Zoom Tera Software SREI Spanco AID
Base 536 144 2 167 9 6
Newspaper 19% 26% 0% 16% 56% 50%
Television 3% 2% 0% 2% 0% 33%
Radio 3% 2% 0% 1% 0% 100%
Village Head/ Sarpanch 18% 15% 0% 13% 22% 0%
From the CSC Operator/VLE
49% 67% 100% 48% 11% 17%
Word of mouth 39% 40% 0% 38% 67% 17%
From a government office/official
11% 4% 0% 11% 22% 0%
From some awareness program like ‘NukkadNatak’
3% 2% 0% 2% 11% 0%
Others 5% 0% 0% 9% 0% 0%
143
Total CMS BASIX Reliance 3i J&K Bank
Base 536 92 66 6 10 0
Newspaper 19% 17% 9% 33% 0% 0%
Television 3% 9% 0% 17% 0% 0%
Radio 3% 3% 0% 0% 0% 0%
Village Head/ Sarpanch 18% 14% 44% 0% 70% 0%
From the CSC Operator/VLE
49% 33% 38% 33% 60% 0%
Word of mouth 39% 27% 52% 67% 50% 0%
From a government office/official
11% 28% 0% 0% 0% 0%
From some awareness program like ‘NukkadNatak’
3% 4% 0% 0% 0% 0%
Others 5% 11% 5% 0% 0% 0%
Total SARK UTL Times AISECT NICT
Base 536 6 6 1 1 20
Newspaper 19% 17% 17% 0% 0% 5%
Television 3% 0% 0% 0% 0% 0%
Radio 3% 0% 0% 0% 0% 0%
Village Head/ Sarpanch 18% 33% 0% 0% 0% 5%
From the CSC Operator/VLE
49% 33% 0% 100% 0% 80%
Word of mouth 39% 17% 33% 100% 100% 30%
From a government office/official
11% 33% 33% 100% 0% 5%
From some awareness program like ‘NukkadNatak’
3% 0% 33% 0% 0% 5%
Others 5% 0% 0% 0% 0% 5%
144
Source of Awareness among LLII: By State
TotalAndhra Pradesh
Assam Bihar Chhatisgarh Gujarat
Base 536 44 49 37 2 22
Newspaper 19% 18% 31% 16% 0% 5%
Television 3% 9% 4% 0% 0% 14%
Radio 3% 5% 0% 0% 0% 0%
Village Head/ Sarpanch 18% 11% 8% 5% 0% 23%
From the CSC Operator/VLE
49% 23% 45% 41% 0% 32%
Word of mouth 39% 32% 31% 38% 100% 18%
From a government office/official
11% 39% 6% 19% 0% 32%
From some awareness program like ‘NukkadNatak’
3% 9% 2% 3% 0% 0%
Others 5% 16% 2% 5% 0% 9%
TotalHimachal Pradesh
JharkhandMadhya Pradesh
Maharashtra Manipur
Base 536 1 22 34 9 58
Newspaper 19% 0% 36% 6% 56% 0%
Television 3% 0% 9% 0% 0% 2%
Radio 3% 0% 27% 0% 0% 3%
Village Head/ Sarpanch 18% 0% 0% 24% 22% 29%
From the CSC Operator/VLE
49% 100% 41% 71% 11% 81%
Word of mouth 39% 0% 14% 44% 67% 67%
From a government office/official
11% 0% 9% 3% 22% 3%
From some awareness program like ‘NukkadNatak’
3% 0% 9% 3% 11% 2%
Others 5% 0% 0% 3% 0% 0%
145
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Base 536 50 1 42 59 42
Newspaper 19% 8% 0% 21% 48% 5%
Television 3% 0% 0% 2% 3% 2%
Radio 3% 0% 0% 0% 3% 2%
Village Head/ Sarpanch 18% 50% 0% 12% 14% 12%
From the CSC Operator/VLE
49% 32% 100% 60% 53% 74%
Word of mouth 39% 60% 0% 33% 24% 24%
From a government office/official
11% 0% 0% 5% 9% 2%
From some awareness program like ‘NukkadNatak’
3% 0% 0% 2% 2% 2%
Others 5% 0% 0% 12% 0% 5%
TotalUttar
PradeshWest Bengal J&K Uttarakhand
Base 536 31 30 0 3
Newspaper 19% 13% 23% 0% 33%
Television 3% 0% 3% 0% 33%
Radio 3% 0% 3% 0% 0%
Village Head/ Sarpanch 18% 3% 33% 0% 0%
From the CSC Operator/VLE
49% 42% 33% 0% 0%
Word of mouth 39% 39% 47% 0% 33%
From a government office/official
11% 7% 23% 0% 0%
From some awareness program like ‘NukkadNatak’
3% 3% 0% 0% 0%
Others 5% 13% 17% 0% 0%
146
Source of Awareness Among Citizens: By SCA
Total Zoom Tera Software SREI Spanco AID
Base 10488 2614 172 3165 506 269
Newspaper 13% 21% 27% 8% 30% 7%
Television 2% 2% 5% 1% 0% 2%
Radio 6% 7% 0% 1% 0% 44%
Village Head, Sarpanchetc.
23% 20% 4% 23% 17% 26%
From another villager 12% 7% 9% 13% 25% 3%
From a government office/official
5% 3% 11% 6% 18% 3%
From the VLE or some VLE initiative
16% 17% 13% 23% 6% 1%
Through some politician 1% 1% 1% 2% 0% 0%
Billboards / Posters 12% 13% 3% 16% 1% 3%
Pamphlets 3% 1% 0% 4% 0% 0%
From various NGOs 3% 5% 28% 1% 1% 2%
Others 5% 2% 0% 3% 2% 8%
Total CMS BASIX Reliance 3i J&K Bank
Base 10488 1376 899 345 115 0
Newspaper 13% 10% 4% 17% 0% 0%
Television 2% 3% 0% 7% 0% 0%
Radio 6% 6% 0% 14% 0% 0%
Village Head, Sarpanchetc.
23% 19% 22% 18% 20% 0%
From another villager 12% 9% 29% 7% 52% 0%
From a government office/official
5% 6% 1% 3% 9% 0%
From the VLE or some VLE initiative
16% 7% 25% 10% 14% 0%
Through some politician 1% 0% 0% 1% 0% 0%
Billboards / Posters 12% 13% 16% 5% 3% 0%
Pamphlets 3% 4% 0% 4% 2% 0%
From various NGOs 3% 3% 0% 9% 0% 0%
Others 5% 20% 3% 4% 0% 0%
147
Source of Citizens: By State
Total SARK UTL Times AISECT NICT
Base 10488 619 182 113 20 93
Newspaper 13% 16% 10% 2% 0% 3%
Television 2% 2% 2% 34% 5% 0%
Radio 6% 18% 1% 4% 0% 0%
Village Head, Sarpanchetc.
23% 47% 45% 32% 20% 11%
From another villager 12% 6% 4% 2% 0% 31%
From a government office/official
5% 3% 4% 0% 0% 0%
From the VLE or some VLE initiative
16% 1% 11% 2% 5% 16%
Through some politician 1% 0% 0% 0% 0% 1%
Billboards / Posters 12% 2% 7% 19% 65% 16%
Pamphlets 3% 2% 12% 3% 5% 6%
From various NGOs 3% 0% 0% 0% 0% 0%
Others 5% 3% 5% 3% 0% 15%
TotalAndhra Pradesh
Assam Bihar Chhatisgarh Gujarat
Base 10488 407 1064 1241 79 314
Newspaper 13% 3% 11% 21% 1% 2%
Television 2% 9% 2% 1% 3% 0%
Radio 6% 1% 0% 21% 0% 0%
Village Head, Sarpanchetc.
23% 28% 27% 35% 5% 16%
From another villager 12% 3% 23% 8% 0% 5%
From a government office/official
5% 0% 4% 4% 1% 2%
From the VLE or some VLE initiative
16% 0% 15% 4% 1% 9%
Through some politician 1% 0% 3% 0% 0% 0%
Billboards / Posters 12% 46% 14% 1% 16% 1%
Pamphlets 3% 7% 0% 2% 5% 1%
From various NGOs 3% 0% 0% 0% 67% 2%
Others 5% 1% 0% 2% 0% 63%
148
TotalHimachal Pradesh
JharkhandMadhya Pradesh
Maharashtra Manipur
Base 10488 444 641 477 781 390
Newspaper 13% 21% 10% 11% 25% 0%
Television 2% 2% 2% 3% 3% 0%
Radio 6% 0% 23% 21% 3% 2%
Village Head, Sarpanchetc.
23% 38% 25% 11% 18% 23%
From another villager 12% 0% 5% 21% 17% 8%
From a government office/official
5% 3% 3% 3% 15% 0%
From the VLE or some VLE initiative
16% 7% 13% 11% 5% 18%
Through some politician 1% 0% 0% 1% 0% 0%
Billboards / Posters 12% 1% 4% 8% 1% 46%
Pamphlets 3% 0% 4% 4% 0% 1%
From various NGOs 3% 26% 1% 1% 8% 0%
Others 5% 2% 11% 5% 5% 1%
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Base 10488 366 119 1617 599 616
Newspaper 13% 7% 38% 19% 18% 3%
Television 2% 0% 6% 2% 8% 0%
Radio 6% 0% 0% 0% 4% 0%
Village Head, Sarpanchetc.
23% 15% 6% 23% 15% 6%
From another villager 12% 45% 13% 8% 14% 10%
From a government office/official
5% 0% 16% 2% 5% 2%
From the VLE or some VLE initiative
16% 6% 18% 28% 28% 53%
Through some politician 1% 0% 2% 0% 0% 0%
Billboards / Posters 12% 24% 2% 12% 1% 15%
Pamphlets 3% 0% 0% 3% 4% 6%
From various NGOs 3% 0% 0% 0% 1% 0%
Others 5% 1% 0% 2% 4% 6%
149
CSC Usage: By SCA
TotalUttar
PradeshWest Bengal J&K Uttarakhand
Base 10488 436 809 0 88
Newspaper 13% 8% 4% 0% 20%
Television 2% 1% 1% 0% 3%
Radio 6% 0% 0% 0% 1%
Village Head, Sarpanchetc.
23% 14% 29% 0% 35%
From another villager 12% 9% 12% 0% 7%
From a government office/official
5% 6% 13% 0% 8%
From the VLE or some VLE initiative
16% 3% 14% 0% 15%
Through some politician 1% 1% 5% 0% 0%
Billboards / Posters 12% 32% 16% 0% 0%
Pamphlets 3% 16% 1% 0% 1%
From various NGOs 3% 0% 1% 0% 1%
Others 5% 10% 4% 0% 8%
Total Zoom Tera Software SREI Spanco AID
Citizens 4% 4% 1% 5% 5% 0%
Village Heads 40% 48% 15% 45% 5% 9%
LLIIs 42% 46% 33% 42% 24% 15%
Total CMS BASIX Reliance 3i J&K Bank
Citizens 4% 3% 23% 1% 5% 0%
Village Heads 40% 35% 55% 17% 100% 0%
LLIIs 42% 52% 65% 19% 50% 0%
Total SARK UTL Times AISECT NICT
Citizens 4% 2% 1% 6% 0% 12%
Village Heads 40% 16% 8% 83% 0% 63%
LLIIs 42% 15% 12% 20% 33% 66%
150
CSC Usage: By State
Services Used (Citizens): By State
TotalAndhra Pradesh
Assam Bihar Chhatisgarh Gujarat
Citizens 4% 12% 9% 2% 0% 1%
Village Heads 40% 72% 35% 29% 20% 21%
LLIIs 42% 76% 39% 34% 33% 45%
Total Himachal Pradesh
JharkhandMadhya Pradesh
Maharashtra Manipur
Citizens 4% 0% 1% 3% 2% 16%
Village Heads 40% 0% 12% 58% 6% 88%
LLIIs 42% 11% 17% 45% 17% 88%
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Citizens 4% 47% 4% 4% 4% 5%
Village Heads 40% 71% 100% 37% 50% 52%
LLIIs 42% 93% 33% 24% 58% 60%
TotalUttar
PradeshWest Bengal J&K Uttarakhand
Citizens 4% 2% 5% 0% 0%
Village Heads 40% 74% 39% 0% 0%
LLIIs 42% 67% 22% 0% 80%
TotalAndhra Pradesh
Assam Bihar Chhatisgarh GujaratHimachal Pradesh
Jharkhand
Base 4,256 311 521 178 5 46 8 72
Government Services 15.9% 37.9% 2.7% 10.1% 60.0% 39.1% 25.0% 4.2%
Health Services 1.5% 0.0% 0.6% 1.7% 0.0% 0.0% 0.0% 4.2%
Education Services 4.7% 0.0% 1.9% 1.1% 0.0% 0.0% 0.0% 1.4%
Travel Services 8.6% 1.0% 3.1% 1.1% 0.0% 4.3% 0.0% 1.4%
Finance Services 20.6% 64.0% 2.3% 0.0% 40.0% 2.2% 0.0% 0.0%
IT/Telecom Services 56.3% 1.9% 81.4% 24.2% 20.0% 63.0% 0.0% 33.3%
Commercial Services 34.6% 2.6% 21.1% 73.6% 20.0% 15.2% 100.0% 68.1%
Agricultural Services 1.4% 0.0% 0.0% 0.6% 0.0% 4.3% 0.0% 0.0%
151
TotalAndhra Pradesh
Assam Bihar Chhatisgarh GujaratHimachal Pradesh
Jharkhand
Base 4,256 311 521 178 5 46 8 72
Government Services 15.9% 37.9% 2.7% 10.1% 60.0% 39.1% 25.0% 4.2%
Health Services 1.5% 0.0% 0.6% 1.7% 0.0% 0.0% 0.0% 4.2%
Education Services 4.7% 0.0% 1.9% 1.1% 0.0% 0.0% 0.0% 1.4%
Travel Services 8.6% 1.0% 3.1% 1.1% 0.0% 4.3% 0.0% 1.4%
Finance Services 20.6% 64.0% 2.3% 0.0% 40.0% 2.2% 0.0% 0.0%
IT/Telecom Services 56.3% 1.9% 81.4% 24.2% 20.0% 63.0% 0.0% 33.3%
Commercial Services 34.6% 2.6% 21.1% 73.6% 20.0% 15.2% 100.0% 68.1%
Agricultural Services 1.4% 0.0% 0.0% 0.6% 0.0% 4.3% 0.0% 0.0%
Total Tamil Nadu Uttar Pradesh West Bengal Uttarakhand
Base 4,256 387 257 374 29
Government Services 15.9% 29.2% 5.8% 1.9% 3.4%
Health Services 1.5% 0.5% 0.8% 3.2% 0.0%
Education Services 4.7% 8.0% 3.1% 20.1% 0.0%
Travel Services 8.6% 3.1% 18.7% 35.8% 3.4%
Finance Services 20.6% 11.6% 3.1% 51.3% 3.4%
IT/Telecom Services 56.3% 63.6% 84.0% 51.9% 100.0%
Commercial Services 34.6% 6.5% 14.0% 33.7% 27.6%
Agricultural Services 1.4% 1.6% 2.7% 2.1% 0.0%
152
Services Used (Citizens): By SCA
Total ZoomTera
SoftwareSREI Spanco AID
Base 4,256 890 40 1,694 329 2
Government Services 15.9% 4.8% 0.0% 9.1% 90.3% 50.0%
Health Services 1.5% 1.7% 0.0% 1.0% 6.4% 50.0%
Education Services 4.7% 0.4% 10.0% 8.3% 6.1% 0.0%
Travel Services 8.6% 8.5% 0.0% 14.1% 0.0% 0.0%
Finance Services 20.6% 11.8% 0.0% 15.8% 0.3% 0.0%
IT/Telecom Services 56.3% 84.8% 82.5% 61.7% 0.3% 0.0%
Commercial Services 34.6% 56.3% 10.0% 28.0% 1.2% 50.0%
Agricultural Services 1.4% 0.4% 0.0% 1.2% 7.0% 0.0%
Total CMS BASIX Reliance 3iBase 4,256 507 441 59 56
Government Services 15.9% 30.2% 0.9% 11.9% 3.6%
Health Services 1.5% 0.6% 0.2% 0.0% 1.8%
Education Services 4.7% 3.2% 0.7% 20.3% 1.8%
Travel Services 8.6% 7.1% 2.7% 1.7% 0.0%
Finance Services 20.6% 44.4% 31.5% 5.1% 7.1%
IT/Telecom Services 56.3% 25.8% 70.7% 86.4% 75.0%
Commercial Services 34.6% 8.1% 64.6% 45.8% 66.1%
Agricultural Services 1.4% 0.8% 0.9% 3.4% 0.0%
Total SARK UTL Times AISECT NICT
Base 4,256 72 28 86 3 49
Government Services 15.9% 0.0% 0.0% 11.6% 100.0% 4.1%
Health Services 1.5% 2.8% 3.6% 0.0% 0.0% 2.0%
Education Services 4.7% 0.0% 3.6% 0.0% 0.0% 0.0%
Travel Services 8.6% 1.4% 0.0% 2.3% 0.0% 0.0%
Finance Services 20.6% 0.0% 0.0% 96.5% 66.7% 98.0%
IT/Telecom Services 56.3% 9.7% 10.7% 5.8% 0.0% 26.5%
Commercial Services 34.6% 94.4% 100.0% 0.0% 0.0% 6.1%
Agricultural Services 1.4% 1.4% 0.0% 0.0% 0.0% 0.0%
153
Reasons For Not Using CSC (Citizens): By SCA
Total Zoom Tera Software SREI Spanco AID
Base 3352 643 42 1103 178 41
Never felt the need of using services available
44% 48% 38% 56% 76% 5%
CSC/VLE is unavailable most of the time
4% 9% 0% 4% 1% 0%
Negative feedback 2% 4% 0% 1% 0% 0%
High Service charges 2% 3% 0% 2% 1% 0%
Traditional way is more convenient and reliable
6% 7% 0% 9% 3% 0%
Not allowed to use CSC due to caste
2% 2% 0% 1% 19% 0%
CSC is too far from home 6% 4% 0% 2% 32% 0%
Non availability of services due to no internet connectivity,
3% 5% 0% 3% 5% 0%
Non availability of services due to power failure
3% 8% 0% 3% 1% 0%
Not aware of Services offered
45% 56% 62% 45% 24% 81%
Others 20% 12% 0% 11% 17% 15%
Total CMS BASIX Reliance 3i J&K Bank
Base 3352 668 272 166 38 0
Never felt the need of using services available
44% 20% 53% 33% 55% 0%
CSC/VLE is unavailable most of the time
4% 3% 4% 1% 8% 0%
Negative feedback 2% 3% 0% 1% 5% 0%
High Service charges 2% 4% 0% 2% 3% 0%
Traditional way is more convenient and reliable
6% 4% 2% 2% 0% 0%
Not allowed to use CSC due to caste
2% 3% 0% 1% 0% 0%
CSC is too far from home 6% 11% 6% 1% 5% 0%
Non availability of services due to no internet connectivity,
3% 1% 6% 1% 0% 0%
Non availability of services due to power failure
3% 1% 1% 4% 0% 0%
Not aware of Services offered
45% 32% 63% 22% 55% 0%
Others 20% 46% 8% 46% 0% 0%
154
Reasons For Not Using CSC (Citizens): By State
Total SARK UTL Times AISECT NICT
Base 3352 75 66 28 10 22
Never felt the need of using services available
44% 25% 12% 36% 90% 50%
CSC/VLE is unavailable most of the time
4% 0% 0% 11% 10% 18%
Negative feedback 2% 0% 0% 0% 0% 5%
High Service charges 2% 0% 0% 0% 0% 14%
Traditional way is more convenient and reliable
6% 0% 2% 4% 0% 18%
Not allowed to use CSC due to caste
2% 0% 0% 0% 0% 9%
CSC is too far from home 6% 0% 2% 25% 0% 9%
Non availability of services due to no internet connectivity,
3% 0% 0% 0% 0% 5%
Non availability of services due to power failure
3% 0% 0% 0% 0% 18%
Not aware of Services offered
45% 72% 85% 21% 0% 18%
Others 20% 5% 0% 32% 0% 27%
TotalAndhra Pradesh
Assam Bihar Chhatisgarh Gujarat
Base 3352 99 352 201 33 250
Never felt the need of using services available
44% 46% 65% 31% 64% 4%
CSC/VLE is unavailable most of the time
4% 12% 2% 5% 6% 0%
Negative feedback 2% 9% 1% 1% 0% 0%
High Service charges 2% 21% 1% 2% 6% 0%
Traditional way is more convenient and reliable
6% 8% 2% 3% 12% 0%
Not allowed to use CSC due to caste
2% 14% 0% 1% 0% 0%
CSC is too far from home 6% 66% 1% 3% 12% 0%
Non availability of services due to no internet connectivity,
3% 1% 0% 1% 9% 0%
Non availability of services due to power failure
3% 2% 1% 2% 6% 0%
Not aware of Services offered
45% 8% 57% 69% 3% 43%
Others 20% 19% 5% 3% 18% 61%
155
TotalHimachal Pradesh
JharkhandMadhya Pradesh
Maharashtra Manipur
Base 3352 16 186 94 417 128
Never felt the need of using services available
44% 13% 11% 52% 40% 73%
CSC/VLE is unavailable most of the time
4% 0% 1% 9% 1% 2%
Negative feedback 2% 0% 0% 4% 1% 3%
High Service charges 2% 0% 1% 7% 1% 2%
Traditional way is more convenient and reliable
6% 0% 2% 7% 3% 10%
Not allowed to use CSC due to caste
2% 0% 0% 2% 9% 0%
CSC is too far from home 6% 0% 1% 5% 15% 6%
Non availability of services due to no internet connectivity,
3% 0% 2% 1% 2% 1%
Non availability of services due to power failure
3% 0% 7% 11% 0% 15%
Not aware of Services offered
45% 6% 84% 31% 25% 72%
Others 20% 81% 8% 19% 39% 0%
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Base 3352 124 39 478 199 231
Never felt the need of using services available
44% 57% 36% 65% 35% 51%
CSC/VLE is unavailable most of the time
4% 1% 0% 8% 16% 3%
Negative feedback 2% 1% 0% 2% 12% 0%
High Service charges 2% 0% 0% 1% 4% 1%
Traditional way is more convenient and reliable
6% 3% 0% 3% 14% 4%
Not allowed to use CSC due to caste
2% 0% 0% 0% 7% 2%
CSC is too far from home 6% 12% 0% 2% 9% 6%
Non availability of services due to no internet connectivity,
3% 10% 0% 7% 9% 1%
Non availability of services due to power failure
3% 0% 0% 3% 13% 1%
Not aware of Services offered
45% 48% 64% 47% 51% 35%
Others 20% 1% 0% 14% 9% 7%
156
Total Uttar Pradesh West Bengal J&K Uttarakhand
Base 3352 192 263 0 50
Never felt the need of using services available
44% 48% 41% 0% 20%
CSC/VLE is unavailable most of the time
4% 3% 3% 0% 0%
Negative feedback 2% 3% 2% 0% 0%
High Service charges 2% 4% 4% 0% 0%
Traditional way is more convenient and reliable
6% 11% 24% 0% 0%
Not allowed to use CSC due to caste
2% 1% 0% 0% 0%
CSC is too far from home 6% 3% 0% 0% 0%
Non availability of services due to no internet connectivity,
3% 5% 1% 0% 0%
Non availability of services due to power failure
3% 5% 1% 0% 0%
Not aware of Services offered
45% 32% 47% 0% 6%
Others 20% 21% 27% 0% 76%
157
Barriers to CSC Usage as per VH: By SCA
Total Zoom Tera Software SREI Spanco AID
Base 536 115 13 177 17 3
Long Distance of the CSC from neighboring villages 19.8% 21.7% .0% 16.4% 17.6% .0%
Frequent power cuts 29.3% 31.3% .0% 32.8% 5.9% 100.0%
High service charges 10.4% 11.3% .0% 6.8% 17.6% 33.3%
Limited number of services54.7% 68.7% 53.8% 58.2% 5.9% 33.3%
Irrelevance of Services currently available 37.1% 42.6% 23.1% 35.6% 11.8% 100.0%
Non-availability of CSC/VLE most of the time 9.7% 7.0% 7.7% 9.0% 35.3% 33.3%
People of certain caste/religion are not allowed to use CSC
1.9% 2.6% .0% 2.3% 5.9% .0%
Behaviour/Knowledge level of the VLE 8.8% 5.2% 7.7% 11.3% 5.9% 33.3%
Long waiting time for service delivery 14.4% 15.7% .0% 14.1% 17.6% 66.7%
Lack of Awareness 7.8% 3.5% .0% 15.8% .0% .0%
Others 17.4% 9.6% 23.1% 12.4% 52.9% .0%
158
Total CMS BASIX Reliance 3i J&K Bank
Base 536 90 53 19 9 0
Long Distance of the CSC from neighbouring villages
20% 28% 23% 11% 11% 0%
Frequent power cuts 29% 29% 9% 21% 33% 0%
High service charges 10% 14% 11% 16% 33% 0%
Limited number of services
55% 34% 83% 11% 56% 0%
Irrelevance of Services currently available
37% 28% 59% 26% 56% 0%
Non-availability of CSC/VLE most of the time
10% 11% 4% 11% 33% 0%
People of certain caste/religion are not allowed to use CSC
2% 1% 0% 5% 0% 0%
Behaviour/Knowledge level of the VLE
9% 11% 2% 5% 44% 0%
Long waiting time for service delivery
14% 20% 6% 16% 22% 0%
Lack of Awareness 8% 11% 0% 0% 0% 0%
Others 17% 31% 9% 37% 11% 0%
159
Total SARK UTL Times AISECT NICT
Base 536 8 17 5 0 10
Long Distance of the CSC from neighbouring villages
20% 0% 18% 40% 0% 40%
Frequent power cuts 29% 88% 41% 40% 0% 50%
High service charges 10% 25% 0% 0% 0% 0%
Limited number of services
55% 75% 41% 40% 0% 50%
Irrelevance of Services currently available
37% 50% 53% 0% 0% 0%
Non-availability of CSC/VLE most of the time
10% 0% 6% 20% 0% 10%
People of certain caste/religion are not allowed to use CSC
2% 0% 0% 0% 0% 0%
Behaviour/Knowledge level of the VLE
9% 0% 6% 20% 0% 0%
Long waiting time for service delivery
14% 13% 0% 20% 0% 10%
Lack of Awareness 8% 0% 0% 0% 0% 0%
Others 17% 0% 12% 40% 0% 30%
160
Barriers to CSC Usage as Per VH: By State
TotalAndhra Pradesh
Assam Bihar Chhatisgarh Gujarat
Base 536 29 56 28 1 35
Long Distance of the CSC from neighbouring villages
20% 48% 14% 7% 100% 14%
Frequent power cuts 29% 62% 46% 46% 0% 9%
High service charges 10% 28% 2% 18% 100% 6%
Limited number of services
55% 45% 68% 57% 100% 20%
Irrelevance of Services currently available
37% 21% 38% 57% 100% 14%
Non-availability of CSC/VLE most of the time
10% 17% 7% 7% 100% 9%
People of certain caste/religion are not allowed to use CSC
2% 0% 2% 4% 0% 0%
Behaviour/Knowledge level of the VLE
9% 17% 2% 18% 100% 6%
Long waiting time for service delivery
14% 45% 11% 14% 100% 9%
Lack of Awareness 8% 3% 13% 7% 0% 17%
Others 17% 17% 5% 4% 0% 46%
TotalHimachal Pradesh
JharkhandMadhya Pradesh
Maharashtra Manipur
Base 536 14 35 34 25 32
Long Distance of the CSC from neighbouring villages
20% 0% 9% 15% 16% 16%
Frequent power cuts 29% 0% 49% 35% 4% 47%
High service charges 10% 0% 3% 12% 20% 3%
Limited number of services
55% 57% 34% 35% 8% 81%
Irrelevance of Services currently available
37% 7% 51% 29% 16% 34%
Non-availability of CSC/VLE most of the time
10% 0% 6% 15% 28% 0%
People of certain caste/religion are not allowed to use CSC
2% 0% 0% 0% 8% 0%
Behaviour/Knowledge level of the VLE
9% 7% 11% 12% 8% 0%
Long waiting time for service delivery
14% 0% 6% 12% 20% 13%
Lack of Awareness 8% 0% 6% 0% 0% 0%
Others 17% 29% 29% 32% 48% 0%
161
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Base 536 30 2 60 41 36
Long Distance of the CSC from neighbouring villages
20% 27% 0% 18% 51% 31%
Frequent power cuts 29% 7% 0% 18% 22% 8%
High service charges 10% 3% 0% 12% 29% 14%
Limited number of services
55% 93% 50% 68% 54% 61%
Irrelevance of Services currently available
37% 80% 100% 50% 37% 25%
Non-availability of CSC/VLE most of the time
10% 3% 50% 8% 12% 14%
People of certain caste/religion are not allowed to use CSC
2% 0% 0% 2% 7% 6%
Behaviour/Knowledge level of the VLE
9% 3% 0% 3% 15% 3%
Long waiting time for service delivery
14% 10% 0% 5% 32% 22%
Lack of Awareness 8% 0% 0% 3% 10% 0%
Others 17% 0% 0% 12% 10% 22%
Total Uttar Pradesh West Bengal J&K Uttarakhand
Base 536 24 52 0 2
Long Distance of the CSC from neighbouring villages
20% 8% 10% 0% 50%
Frequent power cuts 29% 79% 15% 0% 0%
High service charges 10% 0% 6% 0% 0%
Limited number of services
55% 92% 42% 0% 0%
Irrelevance of Services currently available
37% 42% 31% 0% 0%
Non-availability of CSC/VLE most of the time
10% 0% 12% 0% 0%
People of certain caste/religion are not allowed to use CSC
2% 0% 0% 0% 0%
Behaviour/Knowledge level of the VLE
9% 8% 19% 0% 0%
Long waiting time for service delivery
14% 0% 15% 0% 0%
Lack of Awareness 8% 0% 35% 0% 0%
Others 17% 4% 19% 0% 50%
162
Triggers to CSC Usage as Per VH: By SCA
Total Zoom Tera Software SREI Spanco AID
Base 549 119 17 184 21 4Central location of the CSC
59% 61% 94% 52% 62% 50%
Integrated service delivery i.e one stop shop
37% 41% 71% 35% 62% 0%
Reasonable service charge 58% 70% 71% 60% 76% 75%
Increased convenience 54% 54% 77% 54% 76% 50%
Better behaviour of the staff at the CSC as compared to govt.
39% 44% 77% 36% 29% 50%
Reduced scope of corruption
39% 53% 71% 34% 57% 25%
Better service quality 49% 45% 77% 52% 76% 50%
Reduction in time required for service delivery
40% 43% 82% 38% 38% 50%
Reduced travel time 48% 46% 77% 50% 62% 25%
Create Awareness 6% 2% 12% 13% 0% 0%
Improved Services 2% 0% 0% 3% 0% 0%
Total CMS BASIX Reliance 3i J&K Bank
Base 549 86 54 19 10 0
Central location of the CSC
59% 52% 69% 79% 60% 0%
Integrated service delivery i.e one stop shop
37% 27% 33% 47% 60% 0%
Reasonable service charge 58% 45% 43% 68% 30% 0%
Increased convenience 54% 41% 56% 63% 90% 0%
Better behaviour of the staff at the CSC as compared to govt.
39% 40% 26% 37% 30% 0%
Reduced scope of corruption
39% 29% 24% 42% 60% 0%
Better service quality 49% 54% 30% 53% 60% 0%
Reduction in time required for service delivery
40% 33% 35% 37% 90% 0%
Reduced travel time 48% 31% 50% 53% 50% 0%
Create Awareness 6% 5% 0% 0% 0% 0%
Improved Services 2% 5% 0% 0% 0% 0%
163
Total SARK UTL Times AISECT NICT
Base 549 8 13 6 0 8
Central location of the CSC
59% 75% 69% 67% 0% 75%
Integrated service delivery i.e one stop shop
37% 0% 8% 50% 0% 50%
Reasonable service charge 58% 0% 62% 50% 0% 50%
Increased convenience 54% 25% 54% 83% 0% 50%
Better behaviour of the staff at the CSC as compared to govt.
39% 25% 54% 50% 0% 38%
Reduced scope of corruption
39% 0% 39% 17% 0% 38%
Better service quality 49% 13% 31% 17% 0% 50%
Reduction in time required for service delivery
40% 50% 46% 17% 0% 25%
Reduced travel time 48% 75% 46% 17% 0% 63%
Create Awareness 6% 0% 0% 0% 0% 13%
Improved Services 2% 0% 0% 0% 0% 0%
164
Triggers to CSC Usage as Per VH: By State
TotalAndhra Pradesh
Assam Bihar Chhatisgarh Gujarat
Base 549 31 57 25 1 37
Central location of the CSC
59% 48% 67% 84% 100% 41%
Integrated service delivery i.e one stop shop
37% 36% 30% 8% 100% 22%
Reasonable service charge 58% 65% 65% 36% 100% 30%
Increased convenience 54% 61% 32% 48% 100% 27%
Better behaviour of the staff at the CSC as compared to govt.
39% 55% 39% 40% 100% 14%
Reduced scope of corruption
39% 29% 49% 32% 100% 14%
Better service quality 49% 52% 47% 32% 0% 57%
Reduction in time required for service delivery
40% 26% 26% 44% 100% 41%
Reduced travel time 48% 23% 49% 72% 100% 38%
Create Awareness 6% 0% 7% 4% 0% 11%
Improved Services 2% 0% 0% 0% 0% 8%
165
TotalHimachal Pradesh
JharkhandMadhya Pradesh
Maharashtra Manipur
Base 549 16 27 29 34 32
Central location of the CSC
59% 94% 70% 69% 71% 53%
Integrated service delivery i.e one stop shop
37% 88% 4% 45% 65% 47%
Reasonable service charge 58% 88% 67% 45% 71% 91%
Increased convenience 54% 94% 59% 62% 71% 84%
Better behaviour of the staff at the CSC as compared to govt.
39% 94% 52% 28% 38% 69%
Reduced scope of corruption
39% 88% 41% 41% 56% 63%
Better service quality 49% 94% 41% 52% 68% 72%
Reduction in time required for service delivery
40% 94% 44% 48% 44% 56%
Reduced travel time 48% 88% 56% 52% 59% 69%
Create Awareness 6% 13% 4% 3% 0% 0%
Improved Services 2% 0% 0% 3% 0% 0%
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Base 549 30 3 69 35 40
Central location of the CSC
59% 90% 100% 39% 83% 63%
Integrated service delivery i.e one stop shop
37% 33% 0% 58% 20% 45%
Reasonable service charge 58% 37% 0% 51% 57% 73%
Increased convenience 54% 40% 0% 54% 46% 40%
Better behaviour of the staff at the CSC as compared to govt.
39% 37% 0% 12% 63% 35%
Reduced scope of corruption
39% 43% 0% 19% 60% 23%
Better service quality 49% 47% 0% 12% 26% 43%
Reduction in time required for service delivery
40% 57% 33% 36% 14% 45%
Reduced travel time 48% 87% 33% 35% 23% 70%
Create Awareness 6% 0% 0% 0% 0% 0%
Improved Services 2% 0% 0% 0% 0% 0%
166
Preference between CSC and Traditional Mode (Among Non-Users) By SCA
Total Uttar Pradesh West Bengal J&K Uttarakhand
Base 549 24 59 0 0
Central location of the CSC
59% 63% 25% 0% 0%
Integrated service delivery i.e one stop shop
37% 25% 31% 0% 0%
Reasonable service charge 58% 42% 63% 0% 0%
Increased convenience 54% 71% 68% 0% 0%
Better behaviour of the staff at the CSC as compared to govt.
39% 38% 37% 0% 0%
Reduced scope of corruption
39% 54% 27% 0% 0%
Better service quality 49% 63% 76% 0% 0%
Reduction in time required for service delivery
40% 29% 39% 0% 0%
Reduced travel time 48% 50% 14% 0% 0%
Create Awareness 6% 4% 31% 0% 0%
Improved Services 2% 4% 9% 0% 0%
Total Zoom Tera Software SREI Spanco AID
Base 5379 1016 43 1205 178 40
Prefer CSC 54% 64% 93% 70% 99% 23%
Total CMS BASIX Reliance 3i J&K Bank
Base 5379 1307 300 529 36 0
Prefer CSC 54% 36% 86% 50% 58% 0%
Total SARK UTL Times AISECT NICT
Base 5379 218 133 155 102 117
Prefer CSC 54% 9% 17% 52% 2% 21%
167
CSC Preference Among Non-Users: By State
Likelihood of Using CSC in future – Top 5 Services
TotalAndhra Pradesh
Assam Bihar Chhatisgarh Gujarat
Base 5379 296 336 477 235 309
Prefer CSC 54% 39% 93% 18% 3% 33%
Total Himachal Pradesh
JharkhandMadhya Pradesh
Maharashtra Manipur
Base 5379 10 308 602 519 130
Prefer CSC 54% 50% 33% 12% 82% 97%
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Base 5379 127 40 532 300 209
Prefer CSC 54% 86% 95% 90% 71% 69%
TotalUttar
PradeshWest Bengal J&K Uttarakhand -
Base 5379 437 286 0 226 -
Prefer CSC 54% 50% 78% 0% 48% -
Services Likely to use in future Base Mean Score
Obtain price information related to crops (Agricultural Serv.) 251 4.76
Information regarding agricultural policies such as farm and loan subsidies (Agricultural Serv.)
274 4.65
Booking Bus Tickets(Travel) 2211 4.57
Bill payments – water, electricity, telecom, etc.(Finance) 4079 4.56
Other (Commercial Serv.) 1851 4.52
168
Services in demand but Not Available (VLE): By SCA
Total Zoom Tera Software SREI Spanco AID
Base 601 151 30 196 4 6
Government Services 90% 90% 93% 90% 50% 100%
Healthcare/Telemedicine Services
51% 52% 77% 56% 0% 67%
Commercial Services 53% 58% 83% 46% 25% 67%
Data Collection Services 41% 40% 77% 41% 50% 17%
Entertainment 41% 44% 73% 39% 0% 33%
Financial Services 55% 51% 80% 55% 50% 33%
Education Services 60% 60% 80% 52% 50% 67%
Agriculture Services 66% 66% 70% 67% 75% 100%
Total CMS BASIX Reliance 3i J&K Bank
Base 601 78 55 24 5 0
Government Services 90% 89% 95% 83% 40% 0%
Healthcare/Telemedicine Services
51% 51% 35% 38% 20% 0%
Commercial Services 53% 65% 46% 54% 40% 0%
Data Collection Services 41% 55% 6% 25% 0% 0%
Entertainment 41% 49% 6% 33% 60% 0%
Financial Services 55% 65% 58% 29% 60% 0%
Education Services 60% 72% 51% 75% 40% 0%
Agriculture Services 66% 71% 64% 42% 60% 0%
169
Services in demand but Not Available (VLE): By State
Total SARK UTL Times AISECT NICT
Base 601 9 15 11 4 13
Government Services 90% 100% 87% 91% 100% 92%
Healthcare/Telemedicine Services
51% 11% 40% 36% 100% 62%
Commercial Services 53% 22% 40% 18% 75% 62%
Data Collection Services 41% 11% 60% 27% 75% 69%
Entertainment 41% 11% 87% 9% 75% 77%
Financial Services 55% 0% 47% 55% 75% 77%
Education Services 60% 33% 93% 36% 75% 69%
Agriculture Services 66% 0% 80% 36% 100% 92%
TotalAndhra Pradesh
Assam Bihar Chhatisgarh Gujarat
Base 601 29 50 24 10 25
Government Services 90% 90% 98% 96% 100% 84%
Healthcare/Telemedicine Services
51% 38% 66% 29% 80% 48%
Commercial Services 53% 45% 56% 38% 70% 60%
Data Collection Services 41% 38% 60% 29% 70% 48%
Entertainment 41% 28% 52% 33% 70% 52%
Financial Services 55% 59% 72% 21% 70% 64%
Education Services 60% 52% 52% 50% 70% 80%
Agriculture Services 66% 48% 68% 25% 80% 80%
170
TotalHimachal Pradesh
JharkhandMadhya Pradesh
Maharashtra Manipur
Base 601 47 29 29 11 31
Government Services 90% 100% 90% 76% 73% 65%
Healthcare/Telemedicine Services
51% 94% 41% 45% 9% 52%
Commercial Services 53% 92% 45% 52% 36% 23%
Data Collection Services 41% 94% 45% 38% 36% 19%
Entertainment 41% 83% 69% 55% 18% 10%
Financial Services 55% 96% 35% 55% 36% 32%
Education Services 60% 87% 79% 62% 73% 36%
Agriculture Services 66% 89% 83% 62% 55% 36%
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Base 601 26 5 100 43 54
Government Services 90% 92% 60% 98% 91% 96%
Healthcare/Telemedicine Services
51% 19% 20% 44% 47% 70%
Commercial Services 53% 23% 60% 63% 61% 46%
Data Collection Services 41% 0% 20% 13% 49% 48%
Entertainment 41% 0% 100% 28% 37% 35%
Financial Services 55% 62% 20% 40% 65% 78%
Education Services 60% 54% 80% 60% 63% 67%
Agriculture Services 66% 46% 20% 66% 70% 91%
171
Services in Demand but Not available – LLII
Total Uttar Pradesh West Bengal J&K Uttarakhand
Base 601 38 42 0 8
Government Services 90% 90% 71% 0% 100%
Healthcare/Telemedicine Services
51% 50% 45% 0% 50%
Commercial Services 53% 50% 43% 0% 75%
Data Collection Services 41% 55% 36% 0% 38%
Entertainment 41% 45% 38% 0% 38%
Financial Services 55% 37% 48% 0% 50%
Education Services 60% 45% 33% 0% 75%
Agriculture Services 66% 63% 62% 0% 63%
Total
Base 487
BFSI 7%
DTP Related 2%
Educational 16%
Health 12%
Bill Payment 11%
Government Services 24%
Internet 12%
Travel 5%
Employment 2%
Agriculture 2%
Others 6%
172
Services in Demand but Not available – Citizens
LLII Related
Area of Operation of the LLII (User): By SCA
Total
Base 8525
Government Services 30%
BFSI 13%
Bill Payment 12%
Travel 10%
Educational 9%
Health 8%
DTP Related 5%
Agriculture 4%
Internet 3%
Others 3%
Employment Related 2%
Telecom Related 1%
Total Zoom Tera Software SREI Spanco AlD
Base550 144 2 170 9 6
Education58% 54% 50% 57% 100% 33%
Training Programs14% 26% 50% 8% 0% 0%
Healthcare-Anganwadiworkers
27% 33% 0% 16% 0% 67%
Financial Services6% 1% 0% 7% 0% 0%
Employment related egSelf Help Groups
13% 9% 0% 19% 0% 0%
Community Service17% 13% 50% 15% 0% 0%
Others1% 0% 50% 1% 0% 0%
173
Total CMS BASIX Reliance 3i J&K
Base550 97 66 8 10 0
Education58% 78% 44% 50% 30% 0%
Training Programs14% 12% 15% 0% 0% 0%
Healthcare-Anganwadiworkers
27% 24% 47% 13% 70% 0%
Financial Services6% 13% 9% 13% 0% 0%
Employment related egSelf Help Groups
13% 10% 18% 0% 0% 0%
Community Service17% 16% 24% 13% 0% 0%
Others1% 3% 0% 0% 0% 0%
Total SARK UTL Times AISECT NICT
Base550 7 7 1 1 22
Education58% 43% 86% 100% 0% 50%
Training Programs14% 0% 0% 0% 0% 5%
Healthcare-Anganwadiworkers
27% 43% 14% 0% 100% 14%
Financial Services6% 0% 0% 0% 0% 5%
Employment related egSelf Help Groups
13% 14% 0% 0% 0% 0%
Community Service17% 0% 0% 0% 0% 59%
Others1% 0% 0% 0% 0% 0%
174
Area of Operation of the LLII (User): By State
TotalAndhra Pradesh Assam Bihar Chhatisgarh Gujarat
Base550 44 49 39 2 22
Education58% 77% 73% 62% 0% 68%
Training Programs14% 16% 8% 5% 0% 5%
Healthcare-Anganwadiworkers
27% 32% 24% 23% 100% 14%
Financial Services6% 18% 2% 3% 0% 9%
Employment related e.g. Self Help Groups
13% 16% 8% 8% 0% 0%
Community Service17% 18% 16% 8% 0% 18%
Others1% 7% 0% 0% 0% 0%
TotalHimachal Pradesh Jharkhand
Madhya Pradesh Maharashtra Manipur
Base550 1 23 39 10 58
Education58% 0% 57% 46% 100% 29%
Training Programs14% 0% 4% 3% 0% 48%
Healthcare-Anganwadiworkers
27% 0% 43% 28% 0% 38%
Financial Services6% 0% 0% 3% 0% 0%
Employment related egSelf Help Groups
13% 0% 0% 0% 0% 14%
Community Service17% 0% 0% 38% 0% 21%
Others1% 100% 0% 0% 0% 0%
175
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Base550 50 1 42 61 42
Education58% 40% 100% 74% 82% 43%
Training Programs14% 16% 100% 26% 11% 2%
Healthcare-Anganwadiworkers
27% 46% 0% 38% 28% 2%
Financial Services6% 12% 0% 7% 5% 5%
Employment related egSelf Help Groups
13% 18% 0% 7% 10% 57%
Community Service17% 32% 100% 7% 15% 7%
Others1% 0% 0% 0% 0% 5%
Total Uttar Pradesh West Bengal J&K Uttarakhand
Base550 33 30 0 4
Education58% 70% 23% 0% 75%
Training Programs14% 3% 7% 0% 0%
Healthcare-Anganwadiworkers
27% 18% 13% 0% 0%
Financial Services6% 9% 13% 0% 25%
Employment related egSelf Help Groups
13% 0% 17% 0% 0%
Community Service17% 0% 33% 0% 0%
Others1% 0% 0% 0% 0%
176
Services Used by the LLII: By SCA
Total Zoom Tera Software SREI Spanco AID
Base 519 144 1 163 8 4
Computer Training 14% 18% 0% 13% 13% 50%
Teaching through computers
16% 22% 100% 9% 38% 25%
Internet Access 27% 33% 100% 29% 25% 25%
For holding discussions/Awareness programs
13% 14% 100% 7% 13% 25%
For selling products/services
14% 28% 100% 11% 0% 50%
For disseminating information
17% 22% 100% 17% 25% 50%
For tuition classes 7% 9% 0% 6% 0% 0%
For providing vocational training
6% 8% 100% 2% 25% 0%
For healthcare related services
10% 14% 100% 5% 13% 0%
Others 49% 26% 0% 58% 75% 25%
Total CMS BASIX Reliance 3i J&K Bank
Base 519 87 65 5 10 0
Computer Training 14% 12% 12% 0% 0% 0%
Teaching through computers
16% 19% 12% 20% 30% 0%
Internet Access 27% 16% 11% 80% 30% 0%
For holding discussions/Awareness programs
13% 20% 9% 20% 20% 0%
For selling products/services
14% 6% 2% 0% 70% 0%
For disseminating information
17% 17% 3% 0% 10% 0%
For tution classes 7% 9% 5% 0% 10% 0%
For providing vocational training
6% 7% 3% 0% 0% 0%
For healthcare related services
10% 12% 15% 0% 0% 0%
Others 49% 58% 75% 20% 0% 0%
177
Services Used by the LLII: By State
Total SARK UTL Times AISECT NICT
Base 519 6 6 1 0 19
Computer Training 14% 0% 17% 0% 0% 26%
Teaching through computers
16% 0% 0% 0% 0% 32%
Internet Access 27% 0% 33% 0% 0% 47%
For holding discussions/Awareness programs
13% 0% 17% 0% 0% 26%
For selling products/services
14% 0% 0% 0% 0% 0%
For disseminating information
17% 0% 17% 0% 0% 16%
For tution classes 7% 0% 0% 0% 0% 5%
For providing vocational training
6% 0% 17% 0% 0% 11%
For healthcare related services
10% 0% 17% 0% 0% 16%
Others 49% 100% 33% 100% 0% 21%
TotalAndhra Pradesh
Assam Bihar Chhatisgarh Gujarat
Base 519 42 48 36 1 22
Computer Training 14% 12% 35% 3% 0% 5%
Teaching through computers
16% 7% 15% 3% 0% 38%
Internet Access 27% 10% 31% 11% 0% 14%
For holding discussions/Awareness programs
13% 14% 2% 8% 0% 48%
For selling products/services
14% 7% 10% 0% 0% 5%
For disseminating information
17% 19% 33% 17% 0% 10%
For tution classes 7% 17% 8% 14% 100% 0%
For providing vocational training
6% 7% 2% 0% 0% 14%
For healthcare related services
10% 10% 6% 3% 0% 14%
Others 49% 71% 31% 69% 0% 29%
178
TotalHimachal Pradesh
JharkhandMadhya Pradesh
Maharashtra Manipur
Base 519 0 20 33 8 58
Computer Training 14% 0% 15% 15% 13% 3%
Teaching through computers
16% 0% 10% 33% 38% 7%
Internet Access 27% 0% 20% 45% 25% 40%
For holding discussions/Awareness programs
13% 0% 10% 24% 13% 16%
For selling products/services
14% 0% 10% 21% 0% 52%
For disseminating information
17% 0% 15% 12% 25% 12%
For tution classes 7% 0% 10% 6% 0% 3%
For providing vocational training
6% 0% 5% 6% 25% 0%
For healthcare related services
10% 0% 5% 9% 13% 0%
Others 49% 0% 55% 12% 75% 26%
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Base 519 50 1 40 57 41
Computer Training 14% 6% 0% 30% 32% 7%
Teaching through computers
16% 10% 100% 25% 33% 10%
Internet Access 27% 0% 100% 28% 42% 39%
For holding discussions/Awareness programs
13% 6% 100% 15% 16% 2%
For selling products/services
14% 2% 100% 8% 7% 32%
For disseminating information
17% 2% 100% 8% 33% 22%
For tuition classes 7% 4% 0% 3% 14% 0%
For providing vocational training
6% 4% 100% 3% 19% 0%
For healthcare related services
10% 12% 100% 15% 37% 0%
Others 49% 88% 0% 38% 23% 66%
179
Frequency of Usage by LLII: By SCA
Total Uttar Pradesh West Bengal J&K Uttarakhand
Base 519 32 28 0 2
Computer Training 14% 9% 0% 0% 0%
Teaching through computers
16% 16% 7% 0% 0%
Internet Access 27% 25% 25% 0% 50%
For holding discussions/Awareness programs
13% 9% 14% 0% 0%
For selling products/services
14% 0% 14% 0% 0%
For disseminating information
17% 6% 11% 0% 0%
For tution classes 7% 3% 0% 0% 0%
For providing vocational training
6% 0% 7% 0% 0%
For healthcare related services
10% 9% 4% 0% 0%
Others 49% 69% 68% 0% 50%
Total Zoom Tera Software SREI Spanco AID
Base 516 144 1 162 8 2
Daily 3% 1% 0% 5% 0% 100%
2-3 times a week 14% 15% 0% 16% 0% 0%
Once a week 13% 16% 0% 19% 0% 0%
2-3 times a month 26% 41% 0% 22% 0% 0%
Once a month 24% 17% 100% 20% 0% 0%
Once in 2 months 7% 5% 0% 6% 0% 0%
Once in 3 months 4% 4% 0% 3% 13% 0%
Less frequently than once in 3 months
10% 2% 0% 10% 88% 0%
180
Total CMS BASIX Reliance 3i J&K Bank
Base 516 85 66 6 10 0
Daily 3% 1% 2% 0% 10% 0%
2-3 times a week 14% 14% 17% 0% 10% 0%
Once a week 13% 2% 14% 0% 10% 0%
2-3 times a month 26% 9% 26% 17% 10% 0%
Once a month 24% 46% 17% 33% 30% 0%
Once in 2 months 7% 9% 8% 0% 10% 0%
Once in 3 months 4% 7% 5% 0% 0% 0%
Less frequently than once in 3 months
10% 11% 14% 50% 20% 0%
Total SARK UTL Times AISECT NICT
Base 516 6 4 1 0 21
Daily 3% 0% 0% 0% 0% 5%
2-3 times a week 14% 0% 0% 0% 0% 5%
Once a week 13% 0% 0% 0% 0% 5%
2-3 times a month 26% 33% 50% 0% 0% 43%
Once a month 24% 50% 0% 0% 0% 29%
Once in 2 months 7% 0% 0% 0% 0% 14%
Once in 3 months 4% 17% 25% 100% 0% 0%
Less frequently than once in 3 months
10% 0% 25% 0% 0% 0%
181
Frequency of Usage by LLII: By State
TotalAndhra Pradesh
Assam Bihar Chhatisgarh Gujarat
Base 516 43 46 36 1 20
Daily 3% 2% 0% 3% 0% 0%
2-3 times a week 14% 12% 9% 14% 0% 10%
Once a week 13% 0% 11% 33% 0% 5%
2-3 times a month 26% 0% 13% 22% 100% 25%
Once a month 24% 70% 24% 22% 0% 20%
Once in 2 months 7% 14% 17% 0% 0% 5%
Once in 3 months 4% 2% 13% 3% 0% 20%
Less frequently than once in 3 months
10% 0% 13% 3% 0% 15%
TotalHimachal Pradesh
JharkhandMadhya Pradesh
Maharashtra Manipur
Base 516 0 16 35 8 58
Daily 3% 0% 13% 6% 0% 0%
2-3 times a week 14% 0% 13% 6% 0% 24%
Once a week 13% 0% 6% 6% 0% 10%
2-3 times a month 26% 0% 31% 31% 0% 53%
Once a month 24% 0% 13% 31% 0% 10%
Once in 2 months 7% 0% 0% 11% 0% 0%
Once in 3 months 4% 0% 6% 0% 13% 2%
Less frequently than once in 3 months
10% 0% 19% 9% 88% 0%
182
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Base 516 50 1 42 57 41
Daily 3% 2% 0% 0% 2% 5%
2-3 times a week 14% 18% 0% 12% 7% 27%
Once a week 13% 12% 0% 33% 12% 15%
2-3 times a month 26% 22% 0% 24% 35% 27%
Once a month 24% 14% 100% 24% 30% 15%
Once in 2 months 7% 8% 0% 5% 2% 12%
Once in 3 months 4% 6% 0% 0% 2% 0%
Less frequently than once in 3 months
10% 18% 0% 2% 11% 0%
Total Uttar Pradesh West Bengal J&K Uttarakhand
Base 516 31 29 0 2
Daily 3% 7% 10% 0% 0%
2-3 times a week 14% 26% 3% 0% 0%
Once a week 13% 13% 7% 0% 0%
2-3 times a month 26% 29% 21% 0% 0%
Once a month 24% 13% 21% 0% 0%
Once in 2 months 7% 3% 7% 0% 0%
Once in 3 months 4% 7% 3% 0% 0%
Less frequently than once in 3 months
10% 3% 28% 0% 100%
183
Reasons for Using CSC (LLII): By SCA
Total Zoom Tera Software SREI Spanco AID
Base 524 144 1 163 8 5
Ease of Access 78% 78% 100% 80% 75% 80%
Increased reach to your beneficiaries
36% 36% 100% 38% 38% 80%
Convenient to use 72% 78% 100% 74% 63% 80%
Reasonable service charge
61% 74% 100% 73% 75% 80%
Saving of time in comparison to other means
63% 56% 0% 63% 88% 80%
Saving of cost in comparison to other means
49% 44% 0% 52% 75% 80%
Single window service 24% 24% 0% 24% 88% 0%
Higher profits 18% 14% 0% 20% 63% 20%
Saving in travel 52% 47% 0% 56% 50% 40%
Total CMS BASIX Reliance 3i J&K Bank
Base 524 88 66 6 10 0
Ease of Access 78% 59% 86% 83% 80% 0%
Increased reach to your beneficiaries
36% 39% 24% 50% 50% 0%
Convenient to use 72% 61% 67% 100% 70% 0%
Reasonable service charge
61% 39% 32% 67% 60% 0%
Saving of time in comparison to other means
63% 65% 73% 67% 90% 0%
Saving of cost in comparison to other means
49% 40% 68% 67% 60% 0%
Single window service 24% 25% 21% 33% 40% 0%
Higher profits 18% 16% 27% 17% 0% 0%
Saving in travel 52% 35% 73% 67% 90% 0%
184
Reasons for Using CSC (LLII): By State
Total SARK UTL Times AISECT NICT
Base 524 6 5 1 0 21
Ease of Access 78% 100% 100% 100% 0% 91%
Increased reach to your beneficiaries
36% 33% 20% 0% 0% 14%
Convenient to use 72% 67% 100% 100% 0% 57%
Reasonable service charge
61% 50% 100% 100% 0% 48%
Saving of time in comparison to other means
63% 50% 60% 0% 0% 48%
Saving of cost in comparison to other means
49% 17% 20% 100% 0% 19%
Single window service 24% 0% 20% 0% 0% 5%
Higher profits 18% 0% 20% 0% 0% 0%
Saving in travel 52% 100% 20% 0% 0% 33%
TotalAndhra Pradesh
Assam Bihar Chhatisgarh Gujarat
Base 524 43 47 36 1 22
Ease of Access 78% 58% 89% 89% 100% 55%
Increased reach to your beneficiaries
36% 33% 36% 25% 0% 46%
Convenient to use 72% 56% 83% 67% 100% 55%
Reasonable service charge
61% 35% 79% 64% 0% 27%
Saving of time in comparison to other means
63% 79% 68% 42% 0% 27%
Saving of cost in comparison to other means
49% 44% 32% 22% 100% 18%
Single window service 24% 14% 9% 0% 0% 32%
Higher profits 18% 23% 34% 0% 0% 5%
Saving in travel 52% 33% 34% 64% 0% 32%
185
TotalHimachal Pradesh
JharkhandMadhya Pradesh
Maharashtra Manipur
Base 524 0 20 35 8 58
Ease of Access 78% 0% 90% 89% 75% 66%
Increased reach to your beneficiaries
36% 0% 45% 29% 38% 59%
Convenient to use 72% 0% 85% 66% 63% 95%
Reasonable service charge
61% 0% 65% 54% 75% 91%
Saving of time in comparison to other means
63% 0% 70% 60% 88% 66%
Saving of cost in comparison to other means
49% 0% 60% 37% 75% 60%
Single window service 24% 0% 5% 17% 88% 26%
Higher profits 18% 0% 15% 0% 63% 10%
Saving in travel 52% 0% 45% 51% 50% 76%
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Base 524 50 1 42 58 41
Ease of Access 78% 88% 100% 64% 74% 93%
Increased reach to your beneficiaries
36% 32% 100% 7% 17% 71%
Convenient to use 72% 62% 100% 79% 55% 85%
Reasonable service charge
61% 26% 100% 45% 66% 88%
Saving of time in comparison to other means
63% 88% 0% 29% 47% 76%
Saving of cost in comparison to other means
49% 82% 0% 26% 33% 83%
Single window service 24% 16% 0% 17% 40% 54%
Higher profits 18% 34% 0% 12% 10% 20%
Saving in travel 52% 84% 0% 48% 28% 68%
186
Barriers to Using CSC (LLII): By SCA
Total Uttar Pradesh West Bengal J&K Uttarakhand
Base 524 31 29 0 2
Ease of Access 78% 97% 59% 0% 50%
Increased reach to your beneficiaries
36% 58% 7% 0% 50%
Convenient to use 72% 77% 59% 0% 100%
Reasonable service charge
61% 74% 62% 0% 50%
Saving of time in comparison to other means
63% 74% 76% 0% 100%
Saving of cost in comparison to other means
49% 77% 38% 0% 50%
Single window service 24% 36% 24% 0% 50%
Higher profits 18% 36% 10% 0% 50%
Saving in travel 52% 61% 28% 0% 100%
Total Zoom Tera Software SREI Spanco AID
Base 954 253 5 343 28 7
Distance of the CSC 14% 14% 0% 13% 4% 0%
Frequent power cuts 33% 40% 0% 31% 7% 100%
High service charges 14% 19% 20% 13% 18% 14%
Limited number of services 56% 75% 20% 50% 7% 29%
Irrelevance of Services currently available
44% 40% 40% 40% 11% 43%
Non-availability of CSC/VLE most of the time
12% 5% 20% 11% 54% 14%
People of certain caste/religion are not allowed to use CSC
2% 0% 0% 1% 7% 0%
Behavior of the VLE 8% 5% 0% 8% 15% 14%
Knowledge level of the VLE 8% 3% 40% 10% 14% 14%
Higher time taken for service delivery
8% 12% 0% 7% 14% 29%
Lack of space available 12% 10% 20% 13% 4% 0%
Others 4% 0% 0% 7% 39% 0%
187
Total CMS BASIX Reliance 3i J&K Bank
Base 954 117 98 19 18 0
Distance of the CSC 14% 25% 5% 5% 22% 0%
Frequent power cuts 33% 44% 9% 26% 50% 0%
High service charges 14% 15% 6% 0% 11% 0%
Limited number of services 56% 40% 83% 21% 67% 0%
Irrelevance of Services currently available
44% 42% 71% 58% 56% 0%
Non-availability of CSC/VLE most of the time
12% 15% 11% 11% 28% 0%
People of certain caste/religion are not allowed to use CSC
2% 7% 2% 0% 6% 0%
Behavior of the VLE 8% 13% 2% 10% 23% 0%
Knowledge level of the VLE 8% 13% 1% 5% 22% 0%
Higher time taken for service delivery
8% 6% 1% 11% 17% 0%
Lack of space available 12% 14% 13% 5% 17% 0%
Others 4% 1% 0% 0% 0% 0%
Total SARK UTL Times AISECT NICT
Base 954 13 35 3 0 15
Distance of the CSC 14% 8% 11% 67% 0% 13%
Frequent power cuts 33% 46% 23% 67% 0% 87%
High service charges 14% 8% 3% 0% 0% 7%
Limited number of services 56% 46% 23% 100% 0% 27%
Irrelevance of Services currently available
44% 62% 71% 33% 0% 13%
Non-availability of CSC/VLE most of the time
12% 0% 17% 33% 0% 20%
People of certain caste/religion are not allowed to use CSC
2% 0% 0% 0% 0% 0%
Behavior of the VLE 8% 8% 12% 0% 0% 14%
Knowledge level of the VLE 8% 0% 9% 0% 0% 7%
Higher time taken for service delivery
8% 0% 0% 0% 0% 0%
Lack of space available 12% 0% 6% 67% 0% 13%
Others 4% 0% 0% 0% 0% 0%
188
Barriers to Using CSC (LLII): By State
TotalAndhra Pradesh
Assam Bihar Chhatisgarh Gujarat
Base 954 30 104 61 1 34
Distance of the CSC 14% 40% 23% 5% 0% 9%
Frequent power cuts 33% 80% 32% 54% 0% 27%
High service charges 14% 30% 4% 15% 0% 3%
Limited number of services 56% 40% 62% 38% 0% 35%
Irrelevance of Services currently available
44% 37% 46% 57% 0% 32%
Non-availability of CSC/VLE most of the time
12% 33% 15% 13% 0% 6%
People of certain caste/religion are not allowed to use CSC
2% 20% 0% 0% 0% 0%
Behavior of the VLE 8% 16% 4% 13% 0% 3%
Knowledge level of the VLE 8% 10% 5% 15% 100% 15%
Higher time taken for service delivery
8% 3% 3% 3% 0% 3%
Lack of space available 12% 20% 4% 3% 0% 27%
Others 4% 0% 0% 0% 0% 3%
TotalHimachal Pradesh
JharkhandMadhya Pradesh
Maharashtra Manipur
Base 954 2 61 54 30 66
Distance of the CSC 14% 0% 8% 11% 3% 6%
Frequent power cuts 33% 0% 44% 54% 7% 47%
High service charges 14% 50% 3% 9% 17% 5%
Limited number of services 56% 0% 39% 37% 13% 92%
Irrelevance of Services currently available
44% 0% 57% 46% 13% 32%
Non-availability of CSC/VLE most of the time
12% 0% 13% 19% 50% 2%
People of certain caste/religion are not allowed to use CSC
2% 0% 0% 4% 7% 0%
Behavior of the VLE 8% 0% 12% 11% 13% 5%
Knowledge level of the VLE 8% 50% 7% 9% 13% 3%
Higher time taken for service delivery
8% 0% 5% 9% 13% 9%
Lack of space available 12% 50% 5% 11% 3% 21%
Others 4% 0% 0% 0% 37% 0%
189
Total Meghalaya Nagaland Orissa Rajasthan Tamil Nadu
Base 954 52 3 157 81 59
Distance of the CSC 14% 6% 0% 6% 38% 14%
Frequent power cuts 33% 0% 0% 33% 37% 0%
High service charges 14% 0% 0% 34% 21% 7%
Limited number of services 56% 94% 33% 68% 53% 44%
Irrelevance of Services currently available
44% 90% 67% 47% 36% 56%
Non-availability of CSC/VLE most of the time
12% 8% 33% 6% 9% 10%
People of certain caste/religion are not allowed to use CSC
2% 4% 0% 0% 3% 5%
Behavior of the VLE 8% 4% 0% 2% 19% 0%
Knowledge level of the VLE 8% 2% 33% 0% 14% 2%
Higher time taken for service delivery
8% 2% 0% 2% 32% 10%
Lack of space available 12% 6% 0% 9% 12% 15%
Others 4% 0% 0% 0% 0% 0%
Total Uttar Pradesh West Bengal J&K Uttarakhand
Base 954 47 109 0 3
Distance of the CSC 14% 17% 11% 0% 33%
Frequent power cuts 33% 47% 23% 0% 33%
High service charges 14% 6% 12% 0% 0%
Limited number of services 56% 79% 46% 0% 33%
Irrelevance of Services currently available
44% 40% 24% 0% 0%
Non-availability of CSC/VLE most of the time
12% 6% 11% 0% 33%
People of certain caste/religion are not allowed to use CSC
2% 2% 0% 0% 0%
Behavior of the VLE 8% 26% 3% 0% 33%
Knowledge level of the VLE 8% 15% 11% 0% 33%
Higher time taken for service delivery
8% 2% 11% 0% 0%
Lack of space available 12% 6% 24% 0% 0%
Others 4% 0% 21% 0% 0%
190
Annexure: About eTech Group, IMRB International The eTech Group has been active in the area of Office Automation; Telecommunications, IT, media and Convergence related markets for over a decade and half. The group has been actively analyzing some of the technologies/markets like: •Telecommunications: Basic & Cellular phone services, Video conferencing Voicemail, VPNs, WAP devices & services, Mobile VAS Usage and Attitude, Web 800, Televoting, Voice Portal Services, Mobile Banking/ Remittance/ Advertising •IT: PCs, servers, printers, language keyboards, software, hardware/software channel management, Internet services, e-commerce, eGovernance, SaaS, Language software etc. •Media/convergence: DTH, Marketing of media time slots by niche channels, Cable channel opportunity for advertising & usage of DVD technology, Opportunity for Edutainment and distance learning services, potential for Tele-medicine application etc. The Group has experience in conducting various client based commissioned and syndicated market research studies over these years.
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