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Trust
This document discusses the role of trust between citizens and intermediaries in electronic governance programs. It uses the example of Akshaya, an e-governance program in Kerala, India. The program was successful due to factors like local intermediaries with ICT skills who were trusted within the community. However, intermediaries needed to be part of established institutions to be fully effective. The study found trust was highest for e-payments and entitlement services where intermediaries represented trusted government institutions, but lower for agricultural and health information services. Institutional membership and a multi-purpose role were important for intermediaries to build trust.
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Trust
- 1. HUL 291: ElectronicGovernance P. Vigneswara Ilavarasan MS 624 | vignesh@hss.iitd.ac.in Vignesh 1
- 2. Framework • Context • Importance of trust between citizens and intermediaries •Case – Akshaya @ Kerala • Discussion – Trust & Services • Implications Vignesh 2
- 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. 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. 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. 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. 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. 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. 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. 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
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