CUSTOMER SATISFACTION TOWARDS FRIENDS JAN SEVANA KENDRAM AND ITS POPULARITY AMONG PEOPLE WITH SPECIAL REFERENCE TO

KOLLAM DISTRICT Report submitted to university of Kerala in partial fulfillment of the requirement for

the award of the degree of bachelor of commerce (CBCSS) SUBMITTED BY

Name of the student Candidate Code NILA S BABU 159-13116029 SREEKUTTY M S 159-13116030 VEENA VIJAYAN 159-13116031 VIDHYA RAJ R 159-13116032 VINITHA V S 159-13116033

EXAMINATION CODE: SUBJECT CODE: 1644

Under the guidance of Smt. CHITHRA

ASST. professor, Dept. of commerce M M N S S COLLEGE

KOTTIYAM MARCH 2016

DECLARATION

We NILA S BABU, SREEKUTTY M S, VEENA VIJAYAN, VIDHYA RAJ and VINITHA V S do hereby declare that this project titled “CUSTOMER SATISFACTION TOWARDS FRIENDS JAN SEVANA KENDRAM AND ITS POPULARITY AMONG PEOPLE WITH SPECIAL REFERENCE TO KOLLAM DISTRICT” done by us and have not been submitted by us for the award of any degree, diploma, title or recognition before. KOTTIYAM NILA S BABU

SREEKUTTY M S

VEENA VIJAYAN

VIDHYA RAJ R

VINITHA V S

ACKNOWLEDGEMENT At first, we wish to express our eternal gratitude and sincere prayers to ‘The omnipresent’ whose divine grace has given us confidence, strength and courage for the successful completion of this piece of work. We offer our sincere thanks to Smt. CHITHRA supervising teacher, Asst. professor, Dept. of commerce, M M N S S COLLEGE, KOTTIYAM for the valuable supervision, advice and guidance throughout the study. We render our profound gratitude to prof., M SREEKUMAR, Head dept. of commerce, M M N S S COLLEGE, KOTTIYAM, for his steady encouragement, advice and inspiration for conducting this project work. We express our profound gratitude to Dr. S BSYMALA, principal M M N S S COLLEGE KOTTIYAM for her advice and inspiration for conducting this project work. We express our heartfelt thanks to Smt SARITHA K R, and Smt KAVITHA L Asst. professors, Dept. of commerce, M M N S S COLLEGE, KOTTIYAM for sparing their valuable time to discuss the project work and providing insightful advice and guidance. We extend our sincere thanks to all consumers and the staff of FRIENDS JAN SEVANAKENDRAM KOLLAM for their sincere co-operation for the study. Above all, we are greatly indebted to each and every one who even by the smallest thought or word had helped during the period of study. NILA S BABU SREEKUTTY M S VEENA VIJAYAN VIDHYA RAJ R VINITHA V S

CERTIFICATE

This is to certify that the project titled “CUSTOMER SATISFACTION TOWARDS FRIENDS JAN SEVANA KENDRAM AND ITS POPULARITY AMONG PEOPLE WITH SPECIAL REFERENCE TO KOLLAM DISTRICT” submitted to university of KERALA in partial fulfillment of the requirements of the degree of bachelor of commerce (CBCSS) is a record of work done by NILA S BABU, SREEKUTTY M S, VEENA VIJAYAN, VIDHYA RAJ R and VINITHA V S students of B COM 6th semester M M N S S COLLEGE, KOTTIYAM during the academic year 2015-2016.

KOTTIYAM Dr.S BSYMALA PRINCIPAL M M N S S COLLEGE KOTTIYAM

CERTIFICATE

I Smt .CHITHRA, do hereby certify that the project titled “CUSTOMER

SATISFACTION TOWARDS FRIENDS JAN SEVANA KENDRAM AND ITS POPULARITY AMONG PEOPLE WITH SPECIAL REFERENCE TO KOLLAM DISTRICT.“is a record of bonafied study carried out by NILA S BABU, SREEKUTTY M S, VEENA VIJAYAN, VIDHYA RAJ R and VINITHA V S, under my supervision and guidance . KOTTIYAM

Smt. CHITHRA Supervising teacher Asst. professor, dept. of commerce M M N S S COLLEGE KOTTIYAM

CERTIFICATE

This is to certify that the project titled “CUSTOMER SATISFACTION TOWARDS

FRIENDS JAN SEVANA KENDRAM AND ITS POPULARITY AMONG PEOPLE WITH SPECIAL REFERENCE TO KOLLAM DISTRICT” submitted to university of KERALA in partial fulfillment of the requirements of the degree of BACHELOR OF COMMERCE (CBCSS) is a record of work done by NILA S BABU, SREEKUTTY M S, VEENA VIJAYAN, VIDHYA RAJ R and VINITHA V S students of B.COM 6th semester M M N S S COLLEGE, KOTTIYAM during the academic year 2015-2016.

KOTTIYAM PROF. M.SREEKUMAR HEAD OF THE DEPT. COMMERCE M M N S S COLLEGE KOTTIYAM

CONTENTS LIST OF TABLES LIST OF CHARTS CHAPTER TITLE PAGE NO 1 INTRODUCTION 1-7 2 ORGANISATION PROFILE 8-34 3 ANALYSIS AND INTERPRETATION 35-55 4 FINDINGS,SUGGESTIONS AND CONCLUSION 56-60 5 BIBLIOGRAPHY 6 APPENDIX

LIST OF TABLES AND CHARTS TABLE

NO TITLE PAGE NO 3.1 GOVERNMENT SERVICES AVAILED THROUGH INTERNET 36 3.2 E-SERVICE PROVIDERS 37 3.3 MEANS THROUGH WHICH SERVICE SENDERS ARE KNOWN

TO THE PUBLIC 38 3.4 SERVICES OF FRIENDS JAN SEVANA KENDRAM 39 3.5 FREQUENTLY USED SERVICES OF FRIENDS JAN SEVANA

KENDRAM 40 3.6 WHETHER SERVICE CHARGES COLLECTED 41 3.7 IS THE COLLECTED SERVICE CHARGE OF A REASONABLE

RATE 42 3.8 WHETHER ADVANTAGES AVAILED BY USING FRIEND’S

SERVICES 43 3.9 ADVANTAGES AVAILED BY USING FRIEND’S SERVICES 44

3.10 DID YOU AVAIL SERVICE ON TIME 45 3.11 CUSTOMER SATISFACTION OF FRIENDS JAN SEVANA

KENDRAM 46 3.12 QUALITIES OF THE SERVICE REPRESENTATIVE 47 3.13 WHETHER CUSTOMERS HAVE COMPLAINTS ABOUT FRIENDS

JAN SEVANA KENDRA 48 3.14 COMPLAINT’S ABOUT FRIENDS JAN SEVANA KENDRA 49 3.15 WHETHER THEY REPORTED THEIR COMPLAINTS ABOUT

FRIENDS JAN SEVANA KENDRA 50 3.16 WHETHER YOUR COMPLAINTS HAD BEEN SOLVED 51 3.17 CUSTOMER SATISFATION ON FRIENDS SERVICES 52 3.18 CUSTOMER SATISFACTION RATE 53 3.19 WILL THE CUSTOMERS AVAIL THE FRIENDS SERVICE AGAIN 54 3.20 WILL THE CUSTOMERS RECOMMEND THE FRIENDS SERVICE

TO OTHERS 55

CHAPTER 1 INTRODUCTION

1.1 INTRODUCTION :-

The FRIENDS project has been implemented by the Information Technology

Department, Government of Kerala in collaboration with various departments like the Kerala State Electricity Board, Kerala Water Authority, BSNL, Revenue Department, Civil Supplies Department, Motor Vehicles Department, Universities and the Local Bodies of the State. It is a "Single Window Scheme" in which the consumer is given the option of paying for the common services rendered to him under a single roof. FRIENDS INSTITUION is a multiple agency bill collection system. The FRIENDS project envisages facilitating the collection of various payments pertaining to payees within specified area limits like corporation municipality etc. at a single center. Kollam FRIENDS center have multiple counters and the payees can remit any payment at any counter.

1.1.1 Friends Janasevana Kendram (FRIENDS):-

FRIENDS (Fast Reliable Instant Efficient Network for Disbursement of Services) Jan

SevanaKendrams has been designed as a single-window facility where citizens can make government related transactions with ease & comfort and without delay. In FRIENDS bills/dues to government are collected under a common roof. Adopting an easy-to-recall acronym ‘FRIENDS’, the facility is now operational in all the 14 districts of Kerala. FRIENDS’centers are providing service for different departments and agencies like the Motor Vehicle Department, Revenue Department, Civil Supplies Department, KSEB, KWA, Universities, Local Bodies, Electrical Inspectorate and BSNL. Railway reservations can also be made in the three centers at Wayanad, Pathanamthitta and Malappuram. The computerized counters work from 8.00 am to 7.00 pm, including all Sundays. Each counter follows a token management system which eliminates the need for queues and inordinate delays in making remittances. At each center, there is a special

Help-Desk to guide the public who are not well conversant with the payment procedures. FRIENDS have over a period of fifteen years become one of the most popular and accepted e-governance projects of the Government. Pilot at Thiruvananthapuram in June 2000, this center has now earned the benchmark ISO 9001: 2000 certifications. KSITM(KERALA STATE IT MISSION) joins hands with the IT Department of the Government for the project implementation.

The recently launched enterprise enabled 'any-where any-payment system' titled 'FRIENDS Re-Engineered and Enterprise Enabled Software' (FREES), developed by National Informatics Centre, Kerala is a centralized web enabled system that help the citizens to pay utility bills at any FRIENDS center. FREES Application has centralized database system with the feature utility payment can be done on any FRIENDS or AKSHAYA all over Kerala with a single user interface. Through this system new services or agency can be added without changing the software. It has online data fetching and updating from and to the departmental servers- for Vehicle Tax, Water Bill and Property Tax. The FREES facility is available in FRIENDS Janasevana Kendram at Thiruvananthapuram, Kollam, Pathanamthitta, Alappuzha, Idukki, Malappuram and Wayanad.

1.1.2 SERVICES PROVIDED BY FRIENDS:-

Electricity Board:

Electricity bill payments (Low Tension and Spot Billing) of various Electrical Sections under KSEB can be remitted at FRIRNDS centers. Walk into any counter at FRIENDS center. Produce your Electricity bill invoice provided by KSEB (with-out fine) and the amount. Your money will be forwarded to the concerned department through proper governmental channels. You will get an acknowledgement note/ Receipt for the amount remitted at the FRIENDS center.

Water Authority:

Water Bill payments of various Sections under KWA can be remitted at FRIRNDS centers. Walk into any counter at a FRIENDS center. Produce your water bill invoice provided by KWA, Consumer card and the amount. Your money will be forwarded to the concerned department

through proper governmental channels. You will get an acknowledgement note/ Receipt for the amount remitted at the FRIENDS center

Kollam Corporation:

Property tax, professional tax and trader’s license of local bodies can be remitted at FRIENDS center. Walk into any counter at FRIENDS center. Produce your Demand Notice, receipt of previous remittance and amount. Your money will be forwarded to the concerned department through proper governmental channels. You will get an acknowledgement note/ Receipt for the amount remitted at the FRIENDS center.

Civil Supplies Department:

(Now temporarily not available in Kollam branch) Fees for Civil rationing Office related applications (License, permit, ration card etc.) can be remitted at FRIENDS centers. Walk into any counter at a FRIENDS center. Produce your Application form and amount. Your money will be forwarded to the concerned department through proper governmental channels. You will get an acknowledgement note/ Receipt for the amount remitted at the FRIENDS center.

Revenue Department:

Building tax (one time), Basic tax and Revenue recovery payments can be remitted at FRIENDS centers. Walk into any counter at a FRIENDS center. Produce your Application form and amount. Your money will be forwarded to the concerned department through proper governmental channels. You will get an acknowledgement note/ Receipt for the amount remitted at the FRIENDS center.

Motor Vehicle Department:

(Now temporarily this service is not available) Motor Vehicle Tax – 105 types, Fee for Licenses from Motor Vehicles Dept. – 20 types, Fees for Permits from Motor Vehicle Department- 142 types, One-time vehicle tax, Registration Fee for Motor Vehicles, Fee for Trade License – 11 types etc. can be remitted at FRIENDS centers. Walk into any counter at a FRIENDS center. Produce your RC Book, Insurance Paper, Application form and amount. Your money will be

forwarded to the concerned department through proper governmental channels. You will get an acknowledgement note/ Receipt for the amount remitted at the FRIENDS center. There would also be help desk, which would provide information on the remittances.

Kerala University:

Examination fees and General Fees of Kerala University can be remitted at FRIENDS centers. Walk into any counter at FRIENDS center. Produce your Application form and amount. Your money will be forwarded to the concerned department through proper governmental channels. You will get an acknowledgement note/ Receipt for the amount remitted at the FRIENDS center. There would also be help desk, which would provide information on the remittances. No service Stationary charges.

BSNL:

Telephone Bills can be remitted at FRIENDS centers. Walk into any counter at the FRIENDS center in your district. Produce your BSNL Telephone bill and amount. Your money will be forwarded to the concerned department through proper governmental channels. You will get an acknowledgement note/ Receipt for the amount remitted at the FRIENDS center.

1.2 REVIEW OF LITERATURE :- An opinion survey commissioned by the World Bank in 2001 indicated that FRIENDS had

struck a positive chord with Kerala's citizens (Madon and Kiran, 2002) - From World Bank Report - Reforming Public Services in India - Drawing lessons from Success. Before FRIENDS was implemented, the individual government departmental counters were the only 'front-end' for citizens to interact with government for the payment of bills and other dues. Then, with the FRIENDS project, the front-end became the single-window counters frequented by large numbers of citizens for the payment of routine bills and other government dues. But an interesting trend may emerge in which government departments that are increasingly becoming automated may choose to offer a more efficient direct front-end to citizens for vital services like establishing an electricity connection, or sorting out queries regarding sage - From an article

published by Dr. Shirin Madon- Senior Lecturer in Information Systems, London School of Economics. 1.3 RESEARCH PROBLEM:-

Friends is an institution which contribute to the development of the Kerala economy through a single window payment schemes for taxes & other utility projects through very simple steps, it is one of the successful programs of ICT (Information and Communications Technology) under e-governance programs in India .Although FRIENDS Janasevana Kendram has its own significance and place in the economy, it is not free from problems. Customer satisfaction is the true differentiator for the success of any business& is more so in e-governance institutions where the products are perceived to be intangible. The three main aspects of the study are awareness level, service quality, satisfaction level of customers. Studying the customer’s behaviour, analyzing the existing services of FRIENDS&the awareness of the society about this type of institution will be of social relevance in the present context. This study will help us to understand the consumer’s perception about FRIENDS services&the quality of services offered by FRIENDS Janasevana Kendram. 1.4NEED &SIGNIFICANCE OF THE STUDY:-

The FRIENDS Janasevana Kendram is one of the fastest growing ICT(Information and communications technology) project in the state and offers a single window to pay the bills, fees, taxes of Motor Vehicle Department, Revenue Department, Civil Supplies Department, KSEB, KWA, Universities, Local Bodies, Electrical Inspectorate and BSNL. Railway reservations can also made through FRIENDS Janasevana Kendram. When compared with the developed ICT projects in the state, the FRIENDS has achieved only a little because of the lack of awareness by the customers, lack of publicity, service nature also most services are not known my by the customers e t c. Therefore, this study shall help the FRIENDS to understand consumer’s need and satisfaction, so that the services can be introduced according to the consumer need, and the institution can acquire popularity among the society. Also this study reveals the present customer satisfaction so that FRIENDS can identify their drawbacks &also the expectation of their customers. Besides, the study may also help the companies to understand the experience and expectations of existing customers. Apart from lending services of various agencies, an in depth

study of customers, their needs and satisfaction for the services is very necessary for setting up an efficient e-governance network. The study is very much significant because it brings out the difference in various parameters like awareness level, service quality, satisfaction level of customers, major services of FRIENDS as these are the main attributes to build up the customer perception and loyalty towards the institution. The study is significant because it will help the FRIENDS Janasevana Kendram to create a positive impact on its customers by working on its qualities. 1.5OBJECTIVES OF THE STUDY:-

To find out the customer awareness regarding FRIENDS Janasevana Kendram To find out the services provided by FRIENDS Janasevana Kendram To find out the most frequently availed service of FRIENDS Janasevana Kendram To find out the satisfaction level of customers towards services offered by FRIENDS

Janasevana Kendram Give suggestions & recommendations based on the study

1.6METHODOLOGY:- Survey method is used for the present study. Both primary and secondary data were used

for the study. Primarydata were collected by administering a structured questionnaire among the customers; the secondary data were collected from various sources such as magazines, journals, brochures, internet etc. the universe of the study constitutes the consumers of FRIENDSJanasevana Kendram KOLLAM.The sample size is restricted to only 30 from different regions of KOLLAM district.

1.7CHAPTERSIATION:- CHAPTER 1:

This chapter presents a brief introduction of the FRIENDS institution,need &significance of the study, research problem, objective of the study and a brief description of methodology adopted. CHAPTER 2:

This chapter includes organization profile. CHAPTER 3:

This chapter includes the details of data analysis, and interpretation of data collected. CHAPTER 4:

This chapter presents the findings, suggestions and conclusions for implementation.

CHAPTER 2 ORGANISATION PROFILE

The “E” in e-Governance stands for ‘electronic’. Thus, e-Governance is basically associated with carrying out the functions and achieving the results of governance through the utilization of ICT (Information and Communications Technology).While Governance relates to safeguarding the legal rights of all citizens, an equally important aspect is concerned with ensuring equitable access to public services and the benefits of economic growth to all. It also ensures government to be transparent in its dealings, accountable for its activities and faster in its responses as part of good governance. However, this would require the government to change itself – its processes, its outlook, laws, rules and regulations and also its way of interacting with the citizens. It would also require capacity building within the government and creation of general awareness about e-Governance among the citizens

ICT provides efficient storing and retrieval of data, instantaneous transmission of information, processing information and data faster than the earlier manual systems, speeding up governmental processes, taking decisions expeditiously and judiciously, increasing transparency and enforcing accountability. It also helps in increasing the reach of government – both geographically and demographically. In India, the main thrust for e-Governance was provided by the launching of NICNET (National Informatics Centre Network) in 1987 – the national satellite-based computer network. This was followed by the launch of the District Information System of the National Informatics Centre (DISNIC) programme to computerize all district offices in the country for which free hardware and software was offered to the State Governments. NICNET was extended via the State capitals to all district headquarters by 1990. In the ensuing years, with ongoing computerization, tele-connectivity and internet connectivity established a large number of e-Governance initiatives, both at the Union and State levels.

TypesofGovernment Interaction in e-governance.

G2G: Government to Government

Government to government (G2G) is the electronic sharing of data and/or information systems between government agencies, departments or organizations. The goal of G2G is to support e-government initiatives by improving communication, data access and data sharing.

Several factors are driving local and federal governments to institute G2G initiatives. One of them is federal government legislation such as the Open Government Directive. G2G initiatives are also being driven by budgets and funding. By sharing information and systems, governments are able to reduce IT costs government offices can be more efficient and streamline procedures, allowing citizens to access information over the Internet. They may also qualify for grant funding, depending on the project. An example of a successful G2G project is the Northeast Gang Information System (NEGIS). NEGIS is used by states in the northeast to share information about street gangs, including gang-related activities and gang intelligence. The system connects all the state police departments of the participating states, and the police departments transmit the collected information to their states’ other law enforcement and public service agencies.

G2B:Government to Business

Government-to-Business (G2B) is the online non-commercial interaction between local and central government and the commercial business sector with the purpose of providing businesses information and advice on e-business 'best practices'. G2B: Refers to the conduction through the Internet between government agencies and trading companies. B2G: Professional transactions between the company and the district, city, or federal regulatory agencies. B2G usually include recommendations to complete the measurement and evaluation of books and contracts.

G2E: Government to Employee

E-Governance to Employee partnership (G2E) is one of four main primary interactions in the delivery model of E-Governance. It is the relationship between online tools, sources, and articles

that help employees maintain communication with the government and their own companies. E-Governance relationship with Employees allows new learning technology in one simple place as the computer. Documents can now be stored and shared with other colleagues online. E-governance makes it possible for employees to become paperless and makes it easy for employees to send important documents back and forth to colleagues all over the world instead of having to print out these records or fax G2E services also include software for maintaining personal information and records of employees. Some of the benefits of G2E expansion include:

E-Payroll-

Maintaining the online sources to view paychecks, pay stubs, pay bills, and keep records for tax information.

E-benefits-

Be able to look up what benefits an employee is receiving and what benefits they have a right to.

E-training-

Allows for new and current employees to regularly maintain the training they have through the development of new technology and to allow new employees to train and learn over new materials in one convenient location. E-learning is another way to keep employees informed on the important materials they need to know through the use of visuals, animation, videos, etc. It is usually a computer based learning tool, although not always. It is also a way for employees to learn at their own pace (distance learning) .Although, it can be instructor lead.

Maintaining records of personal information- Allows the system to keep all records in one easy location to update with every single bit of information that is relevant to a personal file. Examples being social security numbers, tax information, current address, and other information.

Government-to-employees (abbreviated G2E) is the online interactions through instantaneous communication tools between government units and their employees. G2E is one out of the four primary delivery models of e-Government.

G2E is an effective way to provide E-learning to the employees, bring them together and to promote knowledge sharing among them. It also gives employees the possibility of accessing information in regard to compensation and benefit policies, training and learning opportunities and civil rights laws. G2E services also include software for maintaining personnel information and records of employees.

G2E is adopted in many countries including the United States, Hong Kong and New Zealand.

G2C: Government to Citizen

The goal of Government to Customer (G2C) e-Governance is to offer a variety of ICT services to citizens in an efficient and economical manner, and to strengthen the relationship between government and citizens using technology.

There are several methods of Government to Customer e-Governance. Two-way communication allows citizens to instant message directly with public administrators, and cast remote electronic votes (electronic voting) and instant opinion voting. Transactions such as payment of services, such as city utilities, can be completed online or over the phone. Mundane services such as name or address changes, applying for services or grants, or transferring existing services are more convenient and no longer have to be completed face to face.

By country G2C e-Governance is unbalanced across the globe as not everyone has Internet

access and computing skills, but the United States, European Union, and Asia are ranked the top three in development.

The Federal Government of the United States has a broad framework of G2C technology to enhance citizen access to Government information and services. Benefits.Gov is an official US government website that informs citizens of benefits they are eligible for and provides information of how to apply assistance. US State Governments also engage in G2C interaction through the Department of Transportation, Department of Public Safety, United

States Department of Health and Human Services, United States Department of Education, and others. As with e-Governance on the global level, G2C services vary from state to state. The Digital States Survey ranks states on social measures, digital democracy, e-commerce, taxation, and revenue. The 2012 report shows Michigan and Utah in the lead and Florida and Idaho with the lowest scores. Municipal governments in the United States also use Government to Customer technology to complete transactions and inform the public. Much like states, cities are awarded for innovative technology. Government Technology's "Best of the Web 2012" named Louisville, KY, Arvada, CO, Raleigh, NC, Riverside, CA, and Austin, TX the top five G2C city portals.

European countries were ranked second among all geographic regions. The Single Point of Access for Citizens of Europe supports travel within Europe and E-Europe is a 1999 initiative supporting online government. Main focuses are to provide public information, allow customers to have access to basic public services, simplify online procedures, and promote electronic signatures.

Asia is ranked third in comparison, and there are diverse G2C programs between countries. Singapore’s E-citizen Portal is an organized single access point to government information and services. South Korea’s Home Tax Service (HTS) provides citizens with 24*7 online services such as tax declaration. Taiwan has top ranking G2C technology including an online motor vehicle services system, which provides 21 applications and payment services to citizens.

Government-to-Citizen is the communication link between a government and privateindividuals or residents. Such G2C communication most often refers to that which takes place through Information and Communication Technologies (ICTs), but can also include direct mail and media campaigns. G2C can take place at the federal, state, and local levels. G2C stands in contrast to G2B, or Government-to-Business networks.

One such Federal G2C network is USA.gov: the United States' official web portal, though there are many other examples from governments around the world.

Concerns A full switch to Government to Customer e-Governance will cost a large amount of

money in development and implementation. In addition, government agencies do not always engage citizens in the development of their e-government services or accept feedback. Customers identified the following barriers to Government to Customer e-Governance: not everyone has Internet access, especially in rural or low income areas; G2C technology can be problematic for citizens who lack computing skills. Some G2C sites have technology requirements (such as browser requirements and plug-ins) that won't allow access to certain services, language barriers, the necessity for an e-mail address to access certain services, and a lack of privacy.

Achievements of ICT:- Basic IT infrastructure provided in all local bodies and developed and deployed application

suits for computerizing and monitoring various LSG functions through web based services. MIS reports on the plan projects accessible over the web by category, sector and subsectors

through Sulekha. Centralized repository of the local body level plan project data of 10th and11th five-year plans.

KSWAN/VPN Connectivity provided in 1208 local bodies. Others being implemented through BSNL. Planning to be the first State in the country to achieve 100% connectivity in all the 1209 local governments of Kerala

The International Telecommunication Union (ITU), the apex body for ICTs in the United Nations, has short listed IKM initiatives as one of the most promising initiatives across the globe. http://www.itu.int/itunews/issue/2003/06/government.html

Developed 20 application suits for monitoring and functioning, accounting, monitoring and development in the local self-government departments, which are under various stages of implementation.

Implementing accrual based double entry accounting through Saankhya application software developed by IKM. Massive deployment of this kind is first time in the country that will ensure real time web based access to the financial status of the local bodies of Kerala.

State-wide rollout of the Sanchaya application software for plinth area based assessment of property tax, providing D&O licenses-payment of land/building tax, profession tax, rent on building and entertainment tax.

A State-level Help Desk established for handling all queries related to hardware and networking and application software developed by IKM, hardware and networking issues emanating from the local bodies.

Digitized revenue cadastral maps of 1209 local bodies, which is in 1:3960 scales and a state level cadastral level information system for all local bodies established.

A comprehensive spatial information touch screen kiosk is being established in Tanalur Grama Panchayat for extracting household- based building tax details.

OCR for handwritten numerals has also been developed which would have a tremendous impact on the digitization of accounts data in LSGIs.

Citizen-friendly JANASEVANAKENDRAMS in 77 locations for automated with improved ambience and facility established service delivery mechanisms

Electronic online reporting of birth and death reports to the concerned local bodies through 455 hospital kiosks. 77% of the birth registration in the State is reported through Hospital Kiosks. Issue of authenticated birth and death registration certificates within 24hours of registration in the LSGls of Kerala.

A web portal www.lsgkerala.gov.in, the biggest web site in Malayalam with more than one lakh pages has been developed and maintained.

Independent web sites of the 1209 local self-government institutions, comprising local level statistics, maps, demography, administration and resource management.

Developed websites of All Local Governments using open Source Content Management System are deploying and being maintained.

Introducing e-payment facility of property tax, professiontax, rent on building and entertainment tax through the I-connect programme of the State Bank of India.

e-filing of sevana common marriage registrations through Akshaya centers, Kudumbashree, internet cafes and personal computers

As a part of the KPEPF computerization, Credit card details and Credit cards of Panchayat employees for 2010-11 has been finalized and updated in the website.

Hand held services for field level collection of revenue. SMS facility intimating registration details alerts for immunization schedule of newborn

etc. Sanchaya (www.tax.lsgkerala.gov.in )application got The Kerala State e-governance

awards(second prize) for the best IT-enabled citizen-centric services and projects for 2010

Kerala State IT Mission (KSITM): Nodal Agency to IT Department,Govt. of Kerala. Achievements & Accolades:-

KSITM Bags the prestigious CSI Valiant e-Governance Promotion Award 2015, Trivandrum Chapter, for promoting e governance initiatives, under Promotion Category.

Kerala State IT Mission won the Prestigious CSI Nihilent e Governance Award 2014-15 for its key e governance projects – e District. E Office and UIDAI. Award of Excellence for e District and Award of Appreciation for e office and UIDAI. The Awards will be presented on the Computer Society of India’s 50th Golden Jubilee Annual Convention (CSI 2015) to be held at New Delhi.

Economic Times felicitated the Hon’ble Minister at Economic Times E Tech India Summit on the 28th of August 2015, evening, Hotel Le Merdien, New Delhi from 17.00 hrs.To 21.00 hours for its commendable work towards digitizing Kerala. Also discussed its various facets, the challenges Digital India faces and the government and/ or private policies involved in taking the agenda of digital India ahead.

SKOCH AWARD 2015:Kerala has been selected as the Best state for the first time by SKOCH 2015 in terms of e governance effectiveness and the systematic implementation of e governance Projects. Also several e gov. projects (10 No’s) submitted by GOK has been selected among the top 100 e governance projects across the country. KSITM Project managers have received the Awards on behalf of the State.

CSI Nihilent State Category Awards 2014 received by Govt of Kerala, Dept. of IT for the first time for the effective implementation of e Governance Projects. Kerala has been selected from Nominations received and reviewed from across the country .KSITM Director Shri. Mohammed Y safirulla IAS has received the award.

E India Award 2014 received by KSITM for Govt of Kerala for its e procurement project and its successful implementation in Government departments across the state. KSITM Director Shri. Mohammed Y Safirulla Has received the Award for the state.

CSI Nihilent e-Governance Awards 2012-13 Award Title: Award of Appreciation Title of Nomination: e-Government Procurement, Government of Kerala & Digital Data Flow System of KSITM

Data Quest CMR e Readiness Award 2013: e-readiness of States 2013: state Kerala has emerged as the winner in the following category. 1. Platinum award winner for Dataquest-CMR e-Readiness Awards 2013 (Large States) 2. Platinum award winner for 100% CSC Roll Out (large) 3. Platinum award winner for Number and Scope of e-Gov Programmes rolled Out 4. Gold award winner for Dataquest-CMR e-Readiness Awards 2013 (Overall Ranks)

India Geo Spatial leadership Award 2013: Kerala State IT Mission won India Geo Spatial Leadership Award on the occasion of India Geospatial Forum and the state has been selected as the most progressive Geo Spatial state

CSI-Nihilent e governance Award 2011-12: One more accolade for IT Mission, Kerala. It won the CSI-Nihilent e governance Award of excellence in project category-G2C

E-World Award 2012: Kerala State IT Mission's Intelligent Enforcement Automation System project won E-World Jury Choice Award for 'Best Initiative for Use of ICT in Public Safety, Security and Disaster Management'.

E-World Award 2011: KSITM bagged two awards at the E-World 2011 summit. The Mobile Governance Project "EM-Power Kerala" was awarded as the second best initiative in the M-Governance category and the cloud computing Testbed for Kerala State Data Centre bagged the Best Jury Award under Cloud Computing Initiative.

MBillionth South Asian Award 2011: The Mobile Governance Project of Kerala State IT Mission, department of Information Technology, Government of Kerala, and christened "EM-power Kerala" which was in the news recently for bagging International award has won the MBillionth South Asian Award 2011 under the Mobile Governance Category.

Computerworld Honors Laureate awards 2011: Kerala State IT Mission received Computerworld Honors Laureate awards, 2011 for two of its projects the Mobile Governance Project was awarded under the economic opportunity and DRSMS under the health category. The Awards are instituted by International Data Group (IDG), the largest technology media, and research organization in the world with a presence in more than 90 countries with headquarters at Boston, USA.

National E-governance Sectoral Focus Award 2011: National E-governance Sectoral Focus Award - "Silver Icon" for the year 2011, instituted by Department of Administrative Reforms and Public Grievances, Department of Information Technology, Government of India has been given to KSITM's E-krishi project.

E-India 2010 Awards: The Kerala Commercial Taxes has won the E-India 2010 Award under the category "Government to Business - Initiative of the Year - Jury's Choice" for the "E Tax Administrative Programme" from amongst a field of over 70 nominations from India and abroad.

Recognition at MBillionth Awards South Asia 2010: The Grand Jury of the MBillionth Awards South Asia 2010 has recognized two M-Gov Initiatives of KSITM with Certificates of Recognition.

National E-Governance Awards 2009-10: Kerala has bagged three awards in the National Awards for E-Governance 2009-10 jointly constituted by the Department of Administrative Reforms & Public Grievances, Government of India and Department of Information Technology, Government of India. The projects Sulekha - Plan Formulation and Monitoring System for Decentralized Planning of Local Governments won the Gold Award in the category 'Excellence in Government Process Re-Engineering'; Higher Secondary Centralized Allotment Processing, has been won a Silver Award in the category 'Special Sectoral Award- Focus sector - Education'; Sevana - Civil Registration System and Hospital Kiosks, has won the Bronze Award in the category 'Outstanding performance in Citizen - Centric Service Delivery'.

Kerala State e-Governance Awards, 2008: Kerala State IT Mission website (www.itmission.kerala.gov.in) has bagged the second prize in the first edition of Kerala State e-Governance Awards for the year 2008.

CSI- Nihilent e-Governance Awards 2008- 2009: Kerala bagged four CSI-Nihilent awards in 2009. Award of Excellence - Appreciation for Kannur District, Best G2C Project - HSCAPNIC, Best G2B Project - e-Krishi, and Best G2G Project - Sulekha Plan Monitoring System.

CSI- Nihilent e-Governance Awards 2007- 2008: Kerala bagged four CSI-Nihilent awards in 2008. Best e-Governed project - Excellent Project --'Digital workflow using MESSAGE': Best e-Governed Department - Joint Winner - Motor Vehicles Department; Best e-District in computerization - Winner - Palakkad, Kerala and Best e-Governed State - Joint Runner-up --- Kerala

Golden Nica 2005: Akshaya Project has been selected for the Golden Nica award of Prix Ars Electronica in the Digital Community category for the year 2005. Akshaya is among the six winners of Prix Ars Electronica Award this year instituted by the Austria-based Ars Electronica, a platform for digital arts and media.

SILVER ICON AWARD for Innovative Operations: Akshaya project won Silver Icon award in Innovative Operations and Best Practices - New Entrants for Exemplary Implementation of e-Governance Initiatives for the Year 2004.

PC Quest Best IT Implementation Award 2004: Akshaya is selected by PC Quest for Best IT Implementation in 2004.

Some Initiatives in the same field

1. Government to Citizen (G2C) Initiatives:

Computerization of Land Records: In collaboration with NIC. Ensuring that landowners get computerized copies of ownership, crop and tenancy and updated copies of Records of Rights (RoRs) on demand.

Bhoomi Project: Online delivery of Land Records. Self-sustainable e-Governance project for the computerized delivery of 20 million rural land records to 6.7 million farmers through 177 Government-owned kiosks in the State of Karnataka

Gyandoot: It is an Intranet-based Government to Citizen (G2C) service delivery initiative. It was initiated in the Dhar district of Madhya Pradesh in January 2000 with the twin objective of providing relevant information to the rural population and acting as an interface between the district administration and the people.

Lokvani Project in Uttar Pradesh: Lokvani is a public-private partnership project at Sitapur District in Uttar Pradesh which was initiated in November, 2004. Its objective is to provide a single window, self-sustainable e-Governance solution with regard to handling of grievances, land record maintenance and providing a mixture of essential services.

Project FRIENDS in Kerala: FRIENDS (Fast, Reliable, Instant, and Efficient Network for the Disbursement of Services) is a Single Window Facility providing citizens the means to pay taxes and other financial dues to the State Government. The services are provided through FRIENDS JANASEVANA KENDRAMS located in the district headquarters.

E-Mitra Project in Rajasthan: e-Mitra is an integrated project to facilitate the urban and the rural masses with maximum possible services related to different state government departments through Lokmitra-Janmitra Centers/Kiosks.

E-Seva (Andhra Pradesh): This project is designed to provide ‘Government to Citizen’ and ‘e-Business to Citizen’ services. The highlight of the e-Seva project is that all the services are delivered online to consumers /citizens by connecting them to the respective government departments and providing online information at the point of service delivery.

Admission to Professional Colleges – Common Entrance Test (CET): With the rapid growth in the demand as well as supply of professional education, the process of admission to these institutions became a major challenge in the early 1990s. Recourse was then taken to ICT to make the process of admission transparent and objective. One of the pioneering efforts was made by Karnataka. The State Government

decided to conduct a common entrance test based on which admission to different colleges and disciplines was made.

In this project we studied about the “FRIENDS Janasevana Kendrams “an ICT project under e-governance in Kerala.

Fast Reliable Instant Efficient Network for Disbursement of Services (FRIENDS) is a

‘Single Window Mechanism’ where citizens have the opportunity to payall taxes and other financial dues to the Government. FRIENDS seek to extendthe benefits of fully fledged computerization of individual departments to thecitizens, even before the whole backend computerization is completed. Thesalient feature of the project is the effective integration of IT and logistics forcitizen services. The project was launched in Thiruvananthapuram in June2000 and was replicated in other district headquarters during 2001–2002. Thecenters work from 9.00 AM to 7.00 PM on all days including Sundays, exceptnational holidays. The counters are equipped to handle around 1000 types ofbills (in various combinations) originating out of various departments. FRIENDS render services to millions of customers by way of collection ofrents, fees, charges, and taxes due to various government departments andagencies. FRIENDS JANASEVANA KENDRAM, Thiruvananthapuram, has baggedthe ISO 9001: 2000 certification awarded by DNV (UKAS), which signifies thepresence of a quality system that is managed and maintained with a qualitypolicy and quality objectives, and is always aiming at continual improvementsin customer services.At present FRIENDS Janasevana Kendrams are located at all District headquarters of the state.

FRIENDS JANASEVANA KENDRAM FRIENDSor Fast Reliable Instant Effective Network for Disbursement of Services is a single-window facility where citizens can make Government related transactions at ease and comfort, without hassles of queuing. The system has been operational in all 14 districts of Kerala, and accepts payments of the Kerala University, Local Body, Kerala State Electricity Board, Kerala Water Authority, Revenue, Civil Supplies, Motor Vehicles, Electrical Inspectorate and BSNL.

Each of the FRIENDS counter follows a ‘token management’ system and there is a special Help-Desk to guide the public who are not well conversant with the payment procedures. Facilities also exist to record suggestions/complaints, which are reviewed on a regular basis. Railway reservations can also be made in the three centers at Wayanad, Pathanamthitta and Malappuram. Pilot at Thiruvananthapuram in June 2000, this center has earned the benchmark ISO 9001: 2000 certifications. KSITM (Kerala State IT Mission) joins hands with the IT Department of the Government for the project implementation. A year after, all 14 districts had one center each. Centre forDevelopment of Imaging Technology(C-DIT) is the Total Solution Provider of the project.

FRIENDS Janasevana Kendram (Janasevana means serving people, Kendram means center) is the one-stop integrated citizen service center of Government of Kerala. It was established in 1999 by

the Department of Information and Technology (ITC), in association with local bodies. The center functions as single counter to remit utility bill payments, submits applications, seek information on government Programmes& schemes, access other specialty services etc. FRIENDS JANASEVANA KENDRAM is one of the largest public interface Programmes in India as it

In FRIENDS the employees at the counter and at office are the employees of various Govt departments under deputation for 3 or 4 years. If the department is not giving employees they need to give service charges. They are working in shift arrangement and at the initial times the token system has been used but now because of the lack of employees and counter facility the token system has been stopped. As a result the main objective pay bills without q have been failed. Also the awareness of FRIENDS JAN SEVAN KENDRAM is very less among people because there is only one single outlet for the institution in the whole district. Also they have no promotion among public. At the initial time government had given advertisements in newspapers, theater ETC. But now no one is giving such promotions.

FRIENDS’ institution is a multiple agency bill collection system. As per the prevailing system, the customers/ consumers/clients are issued a Bill/Demand Notice by the concerned agency providing services based on which the various regional/sectional offices of the agency collect the payment. The FRIENDS project envisages facilitating the collection of various payments pertaining to payees within specified area limits like corporation municipality etc. at a single center. Every FRIENDS center will have multiple counters and the payees can remit any payment at any counter. The FRIENDS software is specifically programmed to accept payments due to different agencies by in-corporating the specific rules and regulations regarding remittances pertaining to each agency. The customer/client/consumer will be given an acknowledgement note/receipt for the amount remitted at the FRIENDS centers.

The Enterprise enabled any-where any-payment system titled "FRIENDS Re-Engineered and Enterprise Enabled Software" (FREES) has been developed by National Informatics Centre, Kerala State Unit to replace the software running in individual FRIENDS/AKSHAYA centers.

The centralized web enabled system will help the citizens to pay utility bills, taxes and other dues at any FRIENDS / AKSHAYAcenter.

Services offered at the FRIENDS counters • Electricity bill payments (Low Tension and Spot Billing) • Fee for new Ration Cards • Kerala University Examination fees – 352 types. • General Fees for Kerala University – 96 types • Motor Vehicle Tax – 105 types. • Fee for Licenses from Motor vehicles Dept. – 20 types. • Fees for Permits from Motor Vehicle Department - 142 types. • One-time vehicle tax Registration Fee for motor vehicles – 37 types. • Fee for Trade License – 11 types Building Tax (one-time) • Basic Land Tax • Revenue Recovery • Property Tax • Professional Tax

• Fee for licenses related to Corporation like Food license • Water bill payments

BASIS % PAYMENT utility bill payments 33.07 University fee payments 87.09 Other fee payments 97.81 TOTAL TRANSACTIONS IN SEPTEMBER 2015:- 2.77 LAKH TOTAL AMOUNT TRANSACTED IN SEPTEMBER 2015:- INR 3.6 CRORES Source :www.itmission.kerala.gov.in

(Kerala State Information Technology Mission)

1. Project Vision and objectives

To provide an integrated electronic interface, where citizens can access Government services, pay bills & taxes and obtain information from Government

Implementation of ‘any center any payment' concept

Collection center for Government in every two to three kilometers without any Additional infrastructure cost

To treat the citizen as a valuable customer and to maintain & upgrade services

To induct a philosophy of better service delivery in Government

2. Stakeholders Government departments like Revenue, Motor Vehicles, Civil Supplies

Government agencies like Local Self Government Institutions (LSGIs),

Electrical Inspectorate, Universities, Kerala Water Authority, Kerala State Electricity Board and BSNL (land line & mobile bills)

Railway ticket booking (piloted & continuing at FRIENDS, Wayanad)

3. Milestones achieved

1. Increased citizen acceptance over the years, as can be evinced from the increase in the number of transactions over the years 2. Introduction of new services (e.g.: Electrical Inspectorate) at all FRIENDS centers 3. Periodic refresher training programme to Service Officers 4. Reduced transaction time and cost after implementation of ISO 9001: 2000 4. Necessity/Needs

Stakeholder need assessments are largely based on the citizen feedback and their expectations about the services. Similarly, the participant departments propose introduction of new services through FRIENDS centers, based on the feedback received from their respective target groups. 5. Project Management Structure, Project management team The FRIENDS project is headed by the Director, Kerala State IT Mission (KSITM), and his team includes a ‘Manager - Business Development’ and a ‘Project Assistant’. At the district level, all the FRIENDS centers are having two ‘Project Managers’ and staff who are designated as ‘Service Officers’. The physical distribution of scrolls & other information to concerned participating departments are done with the help of “Women’s Self-help Groups” (Kudumbashree).

6. Implementation The project was piloted at Thiruvananthapuram in 2000; subsequently it was rolled-out in the remaining 13 districts during 2001/2002. Presently FRIENDS centers are located atall the district headquarters of the state, totaling 14.

7. Capacity Building: Training All the 14 FRIENDS centers taken together have 284 Government employees working on a fll-time basis as Service Officers. Refresher training for the staff is being conducted periodically at all the FRIENDS centers. 8. Evaluation and Measurement Regular evaluation of the project is conducted as part of the ISO implementation. 9. Issues and their solutions:- Lessons learnt - critical success factors, failure factors FRIENDS is a successful model of achieving ‘front-end computerized service delivery to citizens’ without waiting for the completion of back-end computerization which would involve complex process re-engineering in the participating Government Departments. Replication in other states This is a simple front-end delivery model. It could be easily replicated in any geographical location. It is recommended that this model of citizen service delivery using ICT may be tried out and implemented in the states which have prioritized on establishing innovative service delivery modules. Road ahead With the implementation of the ‘FREES’ (FRIENDS Re-engineered and Enterprises Enabled Software) with the technical support of NIC, ‘any center any payment’ mode will be enabled. FRIENDS is further geared up to add to its repertoire more popular and sought after G2C services in the coming years with back-end integration in the participating departments. Also with the integration of Akshaya centers located in rural areas, FRIENDS is bound to cater to the entire citizens of the state.

10. Specific Achievements during the Year 2006-07 • Re-engineering of FRIENDS software has been initiated and is progressing in a time-bound manner • Integration of e-pay facility from village level Akshaya center’s spread-out in 7 districts of the state, namely,, Kollam, Pathanamthitta,Ernakulam, Thrissur, Kozhikode, Kannur, Kasaragod with the respective FRIENDS centers • Also, steps have been initiated to implement the collection of LIC payments, Passport applications and others through FRIENDS SOFTWARE: The FRIENDS application software is designed to manage the functioning of FRIENDS centers on a continuous basis of two shifts daily. The software can track transactions of remittance, counter balance, users, reports, bank transactions and manage transactions of the different shifts and generate comprehensive reports regarding the same. FRIENDS’ software is customized package with a strong and effective database as the back end and an appropriate user friendly front end to expedite transactions. Now FREES is the software interface that works in FRIENDS JANSEVANA KENDRAM’S. It is user friendly software. PAYMENT MODE ACCEPTED IN FRIENDS:

CASH DEMAND DRAFT CREDIT CARD

CHALLENGES: It should however be kept in mind that the benefits brought about by the project were not free of obstacles. We can identify the following three challenges that we faced during the implementation of the project: 1.Departmental compartmentalization: The governmental structures are such that each department undertakes a specific task (usually vertical in nature) and delivers only part of a process that an individual citizen needs (usually horizontal in nature and cutting across departments). This administrative convenience has created strict compartmentalization of departments with employees and heads of departments interested only in the affairs of the department without usually having the larger picture in mind. As an integrated front-end project with one single interface, FRIENDS was opposed by the participating departments on account of the fear that they would lose their existing authority and power. This was particularly evident in Kerala, which is ruled by a coalition government, with different political parties in charge of different departments. 2. Procedures and processes: Though the State Government has a consolidated fund for operation of its activities, separate budgeted heads are operationalized for each department. Money remitted by the citizens at any counter could pertain to a combination of departments/agencies. Though for all practical purposes the collection at FRIENDS is equivalent to remittance to Government, individual departments insist that their share reach them at least by the next day. There is stiff resistance from all quarters to changing and rationalizing these procedures. Moreover, the rules and procedures framed under each department caused major constraints in the implementation of the project. 3.Updating details in departmental registers: FRIENDS’ centers are not networked with the participating departments and therefore print-outs in specific formats are taken and physically handed over to these departments. Due to clerical errors–

some of which were initially deliberate by the employees of participating departments– transaction details entered in the FRIENDS centers are at times not documented in the department registers, leading to the disconnection of service (e.g. electricity or water) in-spite of the citizens making payments. This led, on a few occasions in the early stages of the project, to the threat of terminating the FRIENDS project. This was finally controlled by an order from the Government (with top political leadership involved) stating that a receipt from a FRIENDS counter would be equivalent to a receipt from the participating department/agency. FRIENDS is not the ideal solution but it has created a demand and a constituency for IT services among the public and in government. FRIENDS have demonstrated dramatic improvements in the quality of service delivery; and have changed perceptions of government. However in the future there is a need to build a front-end user interface before completing the whole back-end computerization process. In the case of developing countries with capital scarcity and a not very efficient departmental structure, it is advisable to start e-governance from the front-end, and then use it as a pull factor to implement back office computerization. For any future program, it is important to keep in mind that the human factor is critical. While IT is an advanced technology, it should only be viewed as an enabler of government reforms. The real success of any e-government project largely depends on the human stakeholder’s behind the project. To gain acceptability it is vital to focus on immediate benefits and high visibility with broad citizen benefit. The FRIENDS project shows that for an e-governance project to succeed, the underlying technology need not be very sophisticated. What is required is an understanding of citizen needs, proper structuring of the project and early delivery of benefits. It is also important to have projects that have a fairly high degree of public visibility and which serve abroad spectrum of society so that people at large are convinced about the use of ICTs in government.

BOARD OF DIRECTORS:-

MR. RAHUL U S PROJECT CO-ORDINATOR, FREES

PROJECT.

SHRI. P. K. KUNHALIKUTTY MINISTER FOR IT AND INDUSTRIES

SHAINAMOL I.A.S DISTRICT COLLECTOR,

District in charge of FRIENDS JANSEVANA KENDRAM KOLLAM DISTRICT

CHAPTER 3 ANALYSIS AND INTERPRETATION

Analysis of data is a process of inspecting, cleaning, transforming, and modeling

data with the goal of discovering useful information, suggesting conclusions, and supporting decision-making. Data analysis has multiple facets and approaches, encompassing diverse techniques under a variety of names, in different business, science, and social science domains. Analyzing survey data is an important and exciting step in the survey process. It is the time that you may reveal important facts about your customers, uncover trends that you might not otherwise have known existed, or provide irrefutable facts to support your plans. Data analysis and interpretation includes the graphical and tabular presentation of the data collected through questionnaire. The data analyzed are given in percentage too & this made the users understand easily. The pictorial representation of data helps everyone to understand the data easily. The analysis mainly includes the data which helps to reach the objectives. This study and the analysis helped us to find out success of e-governance project and public acceptability.

GOVERNMENT SERVSERVICES

For payment of fines & fees 10For registration purposes 7 For complaint booking 5 All of the above 8 TOTAL 30SOURCE: PRIMARY DATA

INTERPRETATION 33% of the respondents use internet to avail the government service in order to pay fines

and fees 27% of the respondents use internet to avail the government services like payment of fines

and fees, complaint booking, registration purpose, etc. 23% of the respondents use internet to avail the government service for registration

purpose. 17% of the respondents use internet to avail the government service for complaint booking

17%

27%

GOVERNMENT SERVICES AVAILED THROUGH INTERNET For payment of fines & fees For complaint booking

TABLE 3.1 GOVERNMENT SERVICES AVAILED THROUGH INTERNET

NO OF RESPONDENTS

PERCENTAGE 10 33.33

23.33 16.67 26.67

30 100

3% of the respondents use internet to avail the government service in order to pay fines 27% of the respondents use internet to avail the government services like payment of fines

complaint booking, registration purpose, etc. respondents use internet to avail the government service for registration

17% of the respondents use internet to avail the government service for complaint booking

33%

23%

GOVERNMENT SERVICES AVAILED THROUGH INTERNET For payment of fines & fees For registration purposesFor complaint booking All of the above

ICES AVAILED THROUGH INTERNET

3% of the respondents use internet to avail the government service in order to pay fines 27% of the respondents use internet to avail the government services like payment of fines

respondents use internet to avail the government service for registration 17% of the respondents use internet to avail the government service for complaint booking

SERVICE PROVIDERS

FRIENDS JAN SEVANA KENDRAM AKSHAYA E-CENTER GOVERNMENT OFFICES ALL OF THE ABOVE TOTAL SOURCE: PRIMARY DATA

INTERPRETATION 40% of the respondents are aware of FRIENDS JAN SEVANA KENDRAM 33% of the respondents are 20% of the respondents are only aware of government offices. 7% of the respondents are aware of all the sources listed such as FRIENDS JAN SEVANA

KENDRAM, AKSHAYA E

7%

E-FRIENDS JAN SEVANA KENDRAMGOVERNMENT OFFICES

TABLE 3.2 E-SERVICE PROVIDERS

NO OF RESPONDENTS

PERCENTAGE12 40 10 33.33 2 6.67 6 20 30 100

40% of the respondents are aware of FRIENDS JAN SEVANA KENDRAM33% of the respondents are only aware of Akshaya e- center 20% of the respondents are only aware of government offices. 7% of the respondents are aware of all the sources listed such as FRIENDS JAN SEVANA KENDRAM, AKSHAYA E-CENTER, and GOVERNMENT OFFICES.

40%

33%

20%

-SERVICE PROVIDERSFRIENDS JAN SEVANA KENDRAM AKSHAYA E-CENTER GOVERNMENT OFFICES ALL OF THE ABOVE

PERCENTAGE

40% of the respondents are aware of FRIENDS JAN SEVANA KENDRAM

7% of the respondents are aware of all the sources listed such as FRIENDS JAN SEVANA

TABLE 3.3

MEANS THROUGH WHICH SERVICE PROVIDERS ARE KNOWN TO THE PUBLIC SOURCES OF POPULARITY NO OF

RESPONDENTS PERCENTAGE

Newspapers / other magazines 6 20 Through friends 8 26.67 Through your educational /working institution 11 36.67 ALL OF THE ABOVE 5 16.67 TOTAL 30 100 SOURCE: PRIMARY DATA

INTERPRETATION 20% of the respondents came to know about FRIENDS JAN SEVANA KENDRAM from

newspapers. 26.67% of the respondents came to know about FRIENDS JAN SEVANA KENDRAM

through their friends. 36.67% of the respondents came to know about FRIENDS JAN SEVANA KENDRAM

through their educational institutions. 16.67% of the respondents know about FRIENDS JAN SEVANA KENDRAM through all

the sources given.

20 26.6736.67

16.67

1

MEANS THROUGH WHICH SERVICE PROVIDERS ARE KNOWN TO THE PUBLIC Newspapers / other magazinesThrough friendsThrough your educational /working institutionALL OF THE ABOVE

SERVICES OF FRIENDS JAN SEVANA KENDRAMFRIENDS SERVICES BILL PAYMENTS TAX PAYMENTS FEE AND FINE PAYMENTS ALL OF THE ABOVE TOTAL SOURCE: PRIMARY DATA

INTERPRETATION 14 respondents used fee and fine payment service from FRIENDS JAN SEVANA

KENDRAM 10 respondents used bill payment service from FRIENDS JAN SEVANA KENDRAM 4 respondents used all the service listed from FRIENDS JAN SEVANA KENDRAM 2 respondents used tax payment service from FRIENDS JAN SEVANA KENDR

10

SERVICES OF FRIENDS JAN SEVANA KENDRAMBILL PAYMENTS TAX PAYMENTS

TABLE3.4

SERVICES OF FRIENDS JAN SEVANA KENDRAM NO OF RESPONDENTS PERCENTAGE10 33.33 2 6.67 14 46.67 4 13.33 30 100

14 respondents used fee and fine payment service from FRIENDS JAN SEVANA ndents used bill payment service from FRIENDS JAN SEVANA KENDRAM

4 respondents used all the service listed from FRIENDS JAN SEVANA KENDRAM2 respondents used tax payment service from FRIENDS JAN SEVANA KENDR

2

14

4

1

SERVICES OF FRIENDS JAN SEVANA KENDRAMTAX PAYMENTS FEE AND FINE PAYMENTS ALL OF THE ABOVE

PERCENTAGE

14 respondents used fee and fine payment service from FRIENDS JAN SEVANA ndents used bill payment service from FRIENDS JAN SEVANA KENDRAM

4 respondents used all the service listed from FRIENDS JAN SEVANA KENDRAM 2 respondents used tax payment service from FRIENDS JAN SEVANA KENDRAM

ALL OF THE ABOVE

TABLE 3.5 FREQUENTLY USED SERVICES OF FRIENDS JAN SEVANA KENDRAM

FREQUENTLY USED SERVICES OF FRIENDS

NO OF RESPONDENTS

PERCENTAGE BILLS PAYMENT 10 33.33 TAX PAYMENTS 2 6.67 Fee & fine payments 16 53.33 All of the above 2 6.67 TOTAL 30 100

SOURCE: PRIMARY DATA

INTERPRETATION 53.33% of FRIENDS customers use bill payment service so it can be said as the most used

service 33.33% of FRIENDS customers use fee and fine payment service so it is the second most

used service 6.67% of FRIENDS customers use tax payment service & same percent of customers use

all the listed service together.

33.33

6.67

53.33

6.67

1

FREQUENTLY USED SERVICES OF FRIENDS JAN SEVANA KENDRAMBILLS PAYMENT TAX PAYMENTS Fee & fine payments All of the above

WHETHER SERVICE CHARGES COLLECTEDSERVICE CHARGES COLLECTED YES NO TOTAL SOURCE: PRIMARY DATA

INTERPRETATION 80% of the respondents said that no service charges has been collected from them But 20%(6 no’s) of the respondents said that service charges has been collected from them In FRIENDS JAN SEVANA KENDRAM the employees are given from the respective Departments of service providing. If they are unable to provide an employee, they have To pay special fee and a percentage is collected from customers as service charge.

WHETHER SERVICE CHARGES COLLECTED

TABLE 3.6

WHETHER SERVICE CHARGES COLLECTED NO OF RESPONDENTS PERCENTAGE6 20 24 80 30 100

% of the respondents said that no service charges has been collected from them of the respondents said that service charges has been collected from them

FRIENDS JAN SEVANA KENDRAM the employees are given from the respective Departments of service providing. If they are unable to provide an employee, they have

pay special fee and a percentage is collected from customers as service charge.

20%

80%

YES

WHETHER SERVICE CHARGES COLLECTED

PERCENTAGE

% of the respondents said that no service charges has been collected from them of the respondents said that service charges has been collected from them

FRIENDS JAN SEVANA KENDRAM the employees are given from the respective Departments of service providing. If they are unable to provide an employee, they have

pay special fee and a percentage is collected from customers as service charge.

YES NO

TABLE 3.7 IS THE COLLECTED SERVICE CHARGE OF A REASONABLE RATE

IS SERVICE CHARGE IS REASONABLE

NO OF RESPONENTS

PERCENTAGE YES 4 66.67 NO 2 33.33 TOTAL 6 100 SOURCE: PRIMARY DATA

INTERPRETATION 67% of the respondents who said FRIENDS institution collect service charges said that the

charge they impose is reasonable 33% of the respondents who said FRIENDS institution collect service charges said that the

charge they impose is unreasonable

67%

33%

IS THE COLLECTED SERVICE CHARGE OF A REASONABLE RATE

YES NO

WHETHER ADVANTAGES AVAILED BY USING FRIEND’S SERVICESWHETHER AVAILED ADVANTAGES

NO OF RESPONDENTSYES 24NO 6TOTAL 30SOURCE: PRIMARY DATA

INTERPRETATION 80% of the respondents got advantage by availing FRIENDS services 20%of the respondents doesn’t feel any advantage by availing FRIENDS services

80

WHETHER ADVANTAGES AVAILED BY USING FRIEND’S

TABLE 3.8 WHETHER ADVANTAGES AVAILED BY USING FRIEND’S SERVICES

NO OF RESPONDENTS PERCENTAGE24 80 6 20 30 100

80% of the respondents got advantage by availing FRIENDS services 20%of the respondents doesn’t feel any advantage by availing FRIENDS services

1

20

WHETHER ADVANTAGES AVAILED BY USING FRIEND’S SERVICES

WHETHER ADVANTAGES AVAILED BY USING FRIEND’S SERVICES PERCENTAGE

20%of the respondents doesn’t feel any advantage by availing FRIENDS services

YESNO

ADVANTAGES AVAILED BY USING FBENEFITS TIME SAVING EASY PAYMENT MODE All of the above TOTAL SOURCE: PRIMARY DATA

INTERPRETATION 62.5%of the respondents who said FRIEND’S service had given an advantage opt

advantage no time wastage 25% of the respondents who said FRIEND’S service had given an advantage opt the

advantage easy payment mode 12.5% of the respondents who said FRIEND’S service had given an advantage opt the all

the listed advantages such as

62.5

ADVANTAGES AVAILED BY USING FRIEND’S SERVICESTIME SAVING

TABLE 3.9

ADVANTAGES AVAILED BY USING FRIEND’S SERVICESNO OF RESPONDENTS PERCENTAGE15 62.5 6 25 3 12.5 24 100

62.5%of the respondents who said FRIEND’S service had given an advantage optadvantage no time wastage 25% of the respondents who said FRIEND’S service had given an advantage opt the advantage easy payment mode 12.5% of the respondents who said FRIEND’S service had given an advantage opt the all the listed advantages such as no service charge, no time wastage, & easy payment mode.

2512.5

1

ADVANTAGES AVAILED BY USING FRIEND’S SERVICESTIME SAVING EASY PAYMENT MODE All of the above

RIEND’S SERVICES PERCENTAGE

62.5%of the respondents who said FRIEND’S service had given an advantage opt the 25% of the respondents who said FRIEND’S service had given an advantage opt the 12.5% of the respondents who said FRIEND’S service had given an advantage opt the all

, & easy payment mode.

DID YOU AVAIL SERVICE ON TIME

SERVICE TIME BOUND YES NO TOTAL SOURCE: PRIMARY DATA

INTERPRETATION 28 respondents said that they had availed the service on time 2 respondents said that they didn’t get the service on time

28

DID YOU AVAIL SERVICE ON TIME

TABLE 3.10 DID YOU AVAIL SERVICE ON TIME

NO OF RESPONDENTS PERCENTAGE28 93.33 2 6.67 30 100

t they had availed the service on time 2 respondents said that they didn’t get the service on time

2

1

DID YOU AVAIL SERVICE ON TIME

YES

PERCENTAGE

NO

CUSTOMER SATISFACTION OF FRIENDS JAN SEVANA KENDRAMSERVICE SATISFACTION

NO OF RESPONDENTSVERY POOR 0 AVERAGE 1 SATISFACTORY 20 OUTSTANDING 9 TOTAL 30 SOURCE: PRIMARY DATA

INTERPRETATION 20 respondents marked that they are in a satisfactory line of satisfaction 9 respondents marked that they are in 1 respondent marked that he is in average line of satisfaction

VERY POOR AVERAGE

0

CUSTOMER SATISFACTION OF FRIENDS JAN SEVANA KENDRAM

TABLE 3.11 CUSTOMER SATISFACTION OF FRIENDS JAN SEVANA KENDRAM

NO OF RESPONDENTS PERCENTAGE0 3.33 66.67 30 100

20 respondents marked that they are in a satisfactory line of satisfaction dents marked that they are in outstanding line of satisfaction

hat he is in average line of satisfaction

AVERAGESATISFACTORY

OUTSTANDING

1

20

9

CUSTOMER SATISFACTION OF FRIENDS JAN SEVANA KENDRAM

CUSTOMER SATISFACTION OF FRIENDS JAN SEVANA KENDRAM PERCENTAGE

OUTSTANDING

9

CUSTOMER SATISFACTION OF FRIENDS JAN

QUALITIES OF THE SERVICE REPRESENTATIVEQUALITIES OF EMPLOYEES NO OF RESPONDENTSHelpful 1 Listened carefully 13Responsive 6 All of the above 10TOTAL 30SOURCE: PRIMARY DATA

INTERPRETATION 13 respondents marked the advantage listened carefully 10 respondents marked the all advantage listed such as patient, listened carefully, &

responsive. 6 respondents marked the advantage responsive. 1 respondent marked the advantage patient.

QUALITIES OF THE SERVICE REPRESENTATIVE

HelpfulListened carefullyResponsiveAll of the above

TABLE 3.12 QUALITIES OF THE SERVICE REPRESENTATIVE

NO OF RESPONDENTS PERCENTAGE 3.33

13 43. 33 20

10 33. 33 30 100

13 respondents marked the advantage listened carefully 10 respondents marked the all advantage listed such as patient, listened carefully, & 6 respondents marked the advantage responsive.

the advantage patient.

1

13

6

10

1

QUALITIES OF THE SERVICE REPRESENTATIVE

PERCENTAGE

10 respondents marked the all advantage listed such as patient, listened carefully, &

10

WHETHER CUSTOMERS HAVE COMPLAINTS ABOUT FRIENDS JAN SEVANA

COMPLAINTS NO OF RESPONDENTS

YES 3

NO 27

TOTAL 30 SOURCE: PRIMARY DATA

INTERPRETATION 27 respondents don’t have complaints abo 3 respondents have complaints about FRIENDS JAN SEVANA KENDRA

WHETHER CUSTOMERS HAVE COMPLAINTS ABOUT FRIENDS JAN SEVANA KENDRA

TABLE 3.13 WHETHER CUSTOMERS HAVE COMPLAINTS ABOUT FRIENDS JAN SEVANA

KENDRA

NO OF RESPONDENTS PERCENTAGE

10

90

100

respondents don’t have complaints about FRIENDS JAN SEVANA KENDRAhave complaints about FRIENDS JAN SEVANA KENDRA

1

3

27

WHETHER CUSTOMERS HAVE COMPLAINTS ABOUT FRIENDS JAN SEVANA KENDRA

WHETHER CUSTOMERS HAVE COMPLAINTS ABOUT FRIENDS JAN SEVANA

ut FRIENDS JAN SEVANA KENDRA have complaints about FRIENDS JAN SEVANA KENDRA

WHETHER CUSTOMERS HAVE COMPLAINTS ABOUT FRIENDS JAN SEVANA KENDRA

yes no

COMPLAINT’S ABOUT FRIENDS JAN SEVANA KENDRA

COMPLAINTS UNSUCCESSFUL BILL PAYMENTSPOOR ADMINISTRATION & COUNTER FACILITY BAD EMPLOYEE BEHAVIOR UNRELIABLE TIME CONSUMING ALL OF THE ABOVE TOTAL SOURCE: PRIMARY DATA

INTERPRETATION Among the 3 respondents poor administration and counter facility, bad employee

behaviour, & time consuming was selected by each one

0

COMPLAINT’S ABOUT FRIENDS JAN SEVANA KENDRA

TABLE 3.14 COMPLAINT’S ABOUT FRIENDS JAN SEVANA KENDRA

NO OF RESPONDENCE PERCENTAGEUNSUCCESSFUL BILL PAYMENTS 0 0

1 33.33 1 33.33

0 0 1 33.33 0 0 3 100

Among the 3 respondents poor administration and counter facility, bad employee me consuming was selected by each one.

1

1 10

10

COMPLAINT’S ABOUT FRIENDS JAN SEVANA KENDRAUnsuccessful bill paymentsPoor administration & counter facilityBad employee behavior UnreliableTime consuming All of the above

COMPLAINT’S ABOUT FRIENDS JAN SEVANA KENDRA PERCENTAGE

Among the 3 respondents poor administration and counter facility, bad employee

Poor administration & counter facility

WHETHER THEY REPORTED THEIR COMPLAINTS ABOUT FRIENDS JAN SEVANA

COMPLAINTS INFORMED YES NO TOTAL SOURCE: PRIMARY DATA

INTERPRETATION 67% of the respondents who have complaints had reported their complaints 33% of the respondents who have complaints haven’t reported their complaints

33%

WHETHER THEY REPORTED THEIR COMPLAINTS ABOUT FRIENDS JAN SEVANA KENDRA

TABLE 3.15 WHETHER THEY REPORTED THEIR COMPLAINTS ABOUT FRIENDS JAN SEVANA

KENDRA NO OF RESPONDENTS

PERCENTAGE

2 66.67 1 33.33 3 100

% of the respondents who have complaints had reported their complaints 33% of the respondents who have complaints haven’t reported their complaints

67%

WHETHER THEY REPORTED THEIR COMPLAINTS ABOUT FRIENDS JAN SEVANA KENDRAYES NO

WHETHER THEY REPORTED THEIR COMPLAINTS ABOUT FRIENDS JAN SEVANA

PERCENTAGE

% of the respondents who have complaints had reported their complaints 33% of the respondents who have complaints haven’t reported their complaints

WHETHER YOUR COMPLAINTS HAD BEEN SOLVEDCOMPLAINTS SOLVED NO OF RESPONDENTS YES NO TOTAL SOURCE: PRIMARY DATA

INTERPRETATION Among the complaints reported persons 50% respondents get their complaints solved &

another 50% didn’t get solved.

YES

1WHETHER YOUR COMPLAINTS HAD BEEN SOLVED

TABLE 3.16 WHETHER YOUR COMPLAINTS HAD BEEN SOLVED

NO OF RESPONDENTS PERCENTAGE1 1 2

Among the complaints reported persons 50% respondents get their complaints solved & another 50% didn’t get solved.

NO

1

WHETHER YOUR COMPLAINTS HAD BEEN SOLVED

PERCENTAGE

50 50

100

Among the complaints reported persons 50% respondents get their complaints solved &

TABLE 3.17 CUSTOMER SATISFATION ON FRIENDS SERVICES

SATISFIED OR NOT NO OF RESPONDENTS PERCENTAGE YES 29 96.67 NO 1 3.33 TOTAL 30 100 SOURCE: PRIMARY DATA

INTERPRETATION 97% OF RESPONDENTS ARE SATISFIED WITH FRIENDS JAN SEVANA KENDRA 3% ARE NOT SATISFIED

97%

3%

CUSTOMER SATISFATION ON FRIENDS SERVICES

YES NO

CUSTOMER SATISFACTION RATESATISFACTION VERY POOR POOR AVERAGE GOOD VERY GOOD OUT STANDING TOTAL SOURCE: PRIMARY DATA

INTERPRETATION 11respondents marked that they are in a good line of satisfaction 10 respondents marked that they are in outstanding line of satisfaction 6 respondents marked that he is in average line of satisfaction 3 respondents marked that he is in very good line of satisfaction

VERY POOR POOR AVERAGE

0 0

CUSTOMER SATISFACTION RATE

TABLE 3.18 CUSTOMER SATISFACTION RATE

NO OF RESPONDENTS PERCENTAGE0 0 0 0 6 20 11 36.67 3 10 10 33.33 30 100

11respondents marked that they are in a good line of satisfaction ked that they are in outstanding line of satisfaction

6 respondents marked that he is in average line of satisfaction 3 respondents marked that he is in very good line of satisfaction

AVERAGE GOOD VERY GOOD OUT STANDING

611

3

CUSTOMER SATISFACTION RATE

PERCENTAGE

OUT STANDING

10

WILL THE CUSTOMERS AVAIL THE FRIENDS SERVICE AGAINWILL YOU AVAIL THE SERVICE AGAIN DEFINITELY PROBABLY NOT AT ALL TOTAL SOURCE: PRIMARY DATA

INTERPRETATION 26 respondents will definitely avail the service again 4 respondents will probably avail t

26

WILL THE CUSTOMERS AVAIL THE FRIENDS SERVICE AGAIN

TABLE 3.19 WILL THE CUSTOMERS AVAIL THE FRIENDS SERVICE AGAIN

OU AVAIL THE SERVICE NO OF RESPONDENTS PERCENTAGE26 86.674 13.330 0 30 100

26 respondents will definitely avail the service again 4 respondents will probably avail the service again

40

WILL THE CUSTOMERS AVAIL THE FRIENDS SERVICE AGAIN

WILL THE CUSTOMERS AVAIL THE FRIENDS SERVICE AGAIN PERCENTAGE 86.67 13.33

100

DEFINITELYPROBABLYNOT AT ALL

TABLE 3.20 WILL THE CUSTOMERS RECOMMEND THE FRIENDS SERVICE TO OTHERS

RECOMMEND THE SERVICE NO OF RESPONDENTS PERCENTAGE DEFINITELY 26 86.67 PROBABLY 4 13.33 NOT AT ALL 0 0 TOTAL 30 100 SOURCE: PRIMARY DATA

INTERPRETATION 26 respondents will definitely recommend theinstitutionto others. 4 respondents will probably recommend the institution to others.

87%

13%0%

WILL THE CUSTOMERS RECOMMEND THE FRIENDS SERVICE TO OTHERS

DEFINITELYPROBABLYNOT AT ALL

CHAPTER 4 FINDINGS, SUGGESTIONS AND CONCLUSION

FINDINGS Based on the analysis and interpretation of data collected through questionnaire, the major Findings are:-

1. Of the sample size of 30 surveyed respondents, 100% of the respondents contacted use internet facility for government related activity.

2. About40% (12 respondents) of the respondents are only fully aware of FRIENDS JAN SEVANA KENDRAMand its activities. 20% (6respondents) of the respondents are fully aware of all the service providers listed like FRIENDS JAN SEVANA KENDRAM, AKSHAYA E-CENTER, & GOVERNMENT OFFICES.

3. Most of the customers of FRIENDS JAN SEVANA KENDRAM came to know it from

their educational institutions/working institution. And the second most popular source is the customer’s friends/relatives .Then stands the newspapers/other media. From the data collected from FRIENDS’ institution it is said that in the initial time of FRIENDS JAN SEVANA KENDRAM they used some promotional methods like passing notices to the public, giving advertisements in theater, giving advertisements in newspapers etc. But now no such methods are adopted.

4. Only a small group of persons are aware of FRIENDS JAN SEVANA KENDRAM.

5. Among the service of FRIENDS the most used service is payment of fees and fine. About 53.33% respondents choose that service. Also according to the friends institutions survey too the most used service is payments of fees and fines to university.

6. Based on the survey 24 respondents said that service charges are not collected from them and 6 respondents said that service charges have been collected. As per the institution message no service charges are collected.

7. Among the 6 respondents 4 of them said that the service charges collected from them are

reasonable and 2 persons said that the service charge collected from them are not reasonable.

8. About 24 respondents said that are benefited by using the services of FRIENDS but the

other 6 said that they are not.

9. Among the 24, 15 are benefited of time saving by using the services of friends 6 of them are benefited with easy payment mode and 3 are benefited with all the listed advantages such as no service charge, no time wastage, & easy payment mode.

10. In 30 respondents about 28 respondents received the needed service on time.

11. About 20 respondents are on a satisfactory line of satisfaction and 9 respondents are in a satisfactory line of outstanding towards FRIENDS JAN SEVANA KENDRAM.

12. The employees or the service representative’s major quality is that they listened carefully.

In FRIENDS JAN SEVANA KENDRAM the employees are given from the respective departments of service providing. If they are unable to provide an employee, they have to pay special fee. The employees are provided with training.

13. 27 respondents don’t have complaints about FRIENDS JAN SEVANA KENDRAM. And

other 3 has.

14. They have complaints about poor administration and counter facility, poor employee behaviour, and time consuming. In the initial times FRIENDS JAN SEVANA KENDRAM

is an institution which has token system but now the Kollam branch doesn’t has a counter facility. So that it takes a huge time to pay bill/ fees / something. Also due to the rush in FRIENDS counters sometimes employees will be in a bad behaviour.

15. From the 3 respondents who have complaints had reported to the higher authority and one’s

problem has been solved.

16. 29 respondents are satisfied with the services of friends and one is not.

17. 11 respondents rated the service of FRIENDS JAN SEVANA KENDRAM as good. 10 rated as outstanding, 6 rated as average and the remaining 3 rated as very good.

18. 26% of the present respondents said that they will avail the service again and will

recommend to their dear ones. And the other 4% stands in a probably stage.

19. The respondents need to add more services to FRIENDS JAN SEVANA KENDRAM such as registration facilities, need to provide all services provided by Akshaya , need to add all services of government, need to implement an effective token system and management,need to give motor vehicle department services which is withdrawn recently, and need to provide more counter.

20. Most of the respondents have the complaint that the FRIENDS JAN SEVANA KENDRAM only has less infrastructure facility.

SUGGESTIONS

1. FRIENDS JAN SEVANA KENDRAM need to be more established. 2. More branches are needed to be opened with in a district. 3. Need to adopt more methods to make the institution more popular. 4. Need to be customer friendly. 5. Need to give more infrastructure facility. 6. There should be more staff and counter. 7. There should be an effective token system. 8. The employees need to be customer friendly. 9. There should be a separate body to control the activities of FRIENDS JAN SEVANA

KENDRAM.

CONCLUSION: FRIENDS JAN SEVANA KENDRAM is not the ideal solution but it has created a demand and a constituency for IT services among the public and in government FRIENDS JAN SEVANA KENDRAM has demonstrated dramatic improvements in the quality of service delivery; and has changed perceptions of government. However in the future there is a need to build a front-end user interface before completing the whole back-end computerization process. In the case of developing countries with capital scarcity and a not very efficient departmental structure, it is advisable to start e-governance from the front-end, and then use it as a pull factor to implement back office computerization. For any future program, it is important to keep in mind that the human factor is critical. While IT is an advanced technology, it should only be viewed as an enabler of government reforms. The real success of any e-government project largely depends on the human stakeholders behind the project. To gain acceptability it is vital to focus on immediate benefits and high visibility with broad citizen benefit. The FRIENDS project shows that for an e-governance project to succeed, the underlying technology need not be very sophisticated. What is required is an understanding of citizen needs, proper structuring of the project and early delivery of benefits. It is also important to have projects that have a fairly high degree of public visibility and which serve abroad spectrum of society so that people at large are convinced about the use of ICTs in government. The FRIENDS JANASEVANA KENDRAM is one of the pioneer service sector institutions in KERALA The former chief minister ACHUTHANANDAN had said “FRIENDS center here would hence fourth function from 8 am to 7pm he launched the employees for volunteering to start work an hour earlier”.The 2200 year old Akshaya center across KERALA isbe linked to FRIENDS JANASEVANAKENDRAM and networking had enabled the public to remit taxes and bills issued by various government departments and agencies. According to officials concerned FREES, open source software developed by National Informatics Center (NIC) for FRIENDS network is going online and the customers get many benefits from this development.

BIBLIOGRAPHY BOOKS:- FRIENDS USER MANUAL-VERSION1.0 E-BUSINESS PROJECT ON FRIENDS INFORMATION TECHNOLOGY IN BUSINESS-PROF (DR) K RAMACHANDRAN, DR K I GEORGEE, DR V S JOY COMPENDIUM OF E-GOVERNANCE INITIATIVES IN INDIA”, - EDITORS: PIYUSH GUPTA, RK BAGGA, PUBLISHED BY UNIVERSITY PRESS, 2008. WEBSITE:- www.keralaitmission.com www.e-district.kerala.gov.in www.wikipedia.in.e-goveranance www.kollam.in

QUESTIONNAIRE CUSTOMER SATISFACTION TOWARDS FRIENDS JAN SEVANA KENDRAM AND ITS POPULARITY AMONG PEOPLE WITH SPECIAL REFERENCE TO KOLLAM DISTRICT NAME: AGE: GENDER: FEMALE MALE 1. Whichof the following government services you avail through internet? For payment of fines &fees For registration purposes For complaint booking All of the above 2. Which of the following service providers you are aware of? FRIENDS JAN SEVANA KENDRAM AKSHAYA E-CENTER GOVERNMENT OFFICES All of the above 3. Please select the sources which help you to know about FRIENDS JAN SEVANA KENDRAM? Newspapers / other magazines Through friends Through your educational /working institution All of the above

4. Which of the following services you make use of throughFRIENDS? Bill payments Tax payments Fee & fine payments All of the above 5. Which is the most frequently used service of FRIENDS JAN SEVANA KENDRAM? Bill payments Tax payments Fee & fine payments All of the above 6. Do they collect service charges for the services they render? Yes No 7. Is it a reasonable charge? Yes No 8. Do you think that you are benefited by availing services through FRIENDS? Yes No 9. Which are those benefits that you gain by availing the services of FRIENDS? Time saving Easy payment mode All of the above 10. Do they help you to get the services on time? Yes No

11. The process of getting your need done was? 1-VERY POOR2-Poor3-Average4-Satisfactory5-Outstanding 12.Which of the following qualities of the service representative stood out (as being superior)? Helpful Listened carefully

Responsive

All of the above

13.Do you like to avail any additional services from this agency .if yes please specify? 14. Do you have any complaints about FRIENDS JAN SEVANA KENDRA? Yes No 15. Please specify any of the complaints you have about FRIENDS JAN SEVANA KENDRA? Unsuccessful bill payments Poor administration & counter facility Bad employee behavior Unreliable Time consuming All of the above 16. Have you reported your complaints about FRIENDS JAN SEVANA KENDRA to the higher officials? Yes No

17. Did they take any actions to solve the complaints? Yes No 18. Are you satisfied with the services of FRIENDS JAN SEVANA KENDRAM? Yes No 19. Rate your satisfaction 1-Very poor 2-Average 3-Good 4-Excellent5-Outstanding 20.Based on your experience with service how likely are you to avail the service again? DEFINITELY PROBABLY NOT AT ALL 21.Based on your experience with service of FRIENDS JAN SEVANA KENDRA, would you recommend this institution to a friend? DEFINITELY PROBABLY NOT AT ALL 22. Give your suggestions to improve the services of FRIENDS JAN SEVANA KENDRA

THANK YOU FOR YOUR FEEDBACK. WE SINCERELY APPRECIATE YOUR HONEST OPINION