Trust

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This presentation talk Trust in e-governance projects. The examples are India based.

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Trust

  1. 1. HUL 291: Electronic Governance P. Vigneswara Ilavarasan MS 624 | vignesh@hss.iitd.ac.in Vignesh 1
  2. 2. Framework • Context • Importance of trust between citizens and  intermediaries • Case – Akshaya @ Kerala • Discussion – Trust & Services • Implications Vignesh 2
  3. 3. Context • Rise of non state actors in governance • New public management – Hollow state, ICTs – Importance of integration • Egovernance – Biz, NGOs, Citizens, provisions of entitlement &   services & information • Rise of telecenters Vignesh 3
  4. 4. Intermediaries • Projected dis‐intermediation & realities • ICT intermediaries • Need of human intermediaries to bridge the  information gap in using ICTs – Ex: Soochak in Gyandoot – Need to be local, ICT skills & trusted • Why community has to trust the  intermediaries? • Whether replaces the earlier mechanisms? Vignesh 4
  5. 5. Trust • Discussion limiting to intermediaries  • Types of trust – Thick, Thin, characteristics‐based, process‐based,  institution‐based.  • Giddens – ‘Trust’ in ‘dis‐embedding’ ‘Abstract systems’ as part  of modernity – Access points of abstract systems are meeting  ground of facework and faceless commitments – Telecenter operator ~ facework • Trust, doctors & telecenters Vignesh 5
  6. 6. Case • Akshaya – Adequate user skill level, easy physical access, local  content – Mallapuram Dist.  • e‐literacy, e‐pay,  • 249 interviews – all stakeholders (FRIENDS,  KISSAN) • Presently – statewide implementation &  additional services.  Vignesh 6
  7. 7. Trust & service • Thro e‐literacy program – operator is known  to most of the families • Trust in govt as institution and govt. driven  project • Egov service delivery – Making payment (active | e‐pay) – Getting entitlements (NA – backend not ready, but  operators undertook, govt. printed  increased  trust, print from telecenter skeptical) – Information (lack of trust on agri, health)  Vignesh 7
  8. 8. Trust Cont… • Additional observations • FRIENDS – – E‐pay – Preferred over conventional centers – Trust high  due to trust in institution ‐ govt operated – Despite lack of awareness how money paid is  transferred via computers Vignesh 8
  9. 9. Trust Cont..2 • KISSAN – Web, TV, data center, kiosks, Agricultural officers  (AO) – AOs used extensively – translator of expert  knowledge to local understanding – Mediation of information flow between experts  and farmers – yellowing of coconut leaves – Similar trust is not there on the telecenter intermediary for agri related info.  • Health mapping in Akshaya – Request for a medical person – Simple medical tests (BP, sugar) – not preferred Vignesh 9
  10. 10. Implications • Level of participation ~ trust in abstract  systems & their access points (doctors & AOs) • Importance of institutional membership of  intermediary to be effective • Just ‘local’ intermediary inadequate • Multipurpose telecenters – problematic • Egov as extension of established institutions Vignesh 10
  11. 11. References • Rajalekshmi, K. G. 2007. E‐governance services  through telecenters: The role of human  intermediary and issues of trust, ITID, 4(1), 19‐ 35.  • http://itidjournal.org/itid/article/view/242 Vignesh 11
  12. 12. • Thank you! Clarifications Questions Comments Vignesh 12
  13. 13. Akshaya.. Vignesh 13
  14. 14. FRIENDS.. Vignesh 14
  15. 15. Kissan… Vignesh 15

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