Mid Term Assessment of CSC Initiative
April 2010
Prepared For:
Prepared By:
But beyond a delivery channel, the CSC will be a
Change Agent that would provide a structured
platform for socially inclusive community
participation for collective action. Community
participation and collective action, and not ICT alone,
will lead to a behavior change for a sustainable
socio-economic development and long term rural
prosperity.
Source: Department of Information Technology (DIT)
2
TABLE OF CONTENTS
Table Of Figures .....................................................................................................................4
GLOSSARY .............................................................................................................................5
1.0 About the CSC Initiative .................................................................................................. 21
About CSCs ................................................................................................................................ 21
Implementing the CSC Scheme ................................................................................................. 21
Stakeholders involved in CSC Initiative ..................................................................................... 22
Current Status of the CSC Scheme ............................................................................................ 24
SCAs Selected per State and Mandated CSCs ........................................................................... 25
2.0 About the Study ............................................................................................................. 26
3.0 Status of the CSC Initiative .............................................................................................. 32
4.0 SCA Profiling .................................................................................................................. 33
5.0 VLE Profiling ................................................................................................................... 39
6.0 CSC Profile...................................................................................................................... 42
7.0 CSC Infrastructure .......................................................................................................... 45
IT Infrastructure......................................................................................................................... 46
Physical Infrastructure............................................................................................................... 51
8.0 Awareness and Usage of CSCs ......................................................................................... 53
Usage amongst Citizens............................................................................................................. 57
Usage amongst LLIIs .................................................................................................................. 60
9.0 CSC Setup Process .......................................................................................................... 65
10.0 CSC Income and Expenditure of VLE .............................................................................. 68
11.0 Aspects related to VLE Training ..................................................................................... 70
12.0 SCA & VLE Key Programme Planning & Implementation Issues ...................................... 74
13.0 Partnership between SCAs and NLSPs ........................................................................... 76
14.0 Impact of the CSC Scheme on Government Functionaries (GFs) ...................................... 78
3
Table of Figures
FIGURE 1: CSC STAKEHOLDERS ............................................................................................................................ 22
FIGURE 2: STAKEHOLDERS WITHIN EACH CATEGORY ................................................................................................. 23
FIGURE 3: CURRENT STATUS OF CSC SCHEME......................................................................................................... 24
FIGURE 4: SCAS WITHIN EACH STATE .................................................................................................................... 25
FIGURE 5: RESEARCH DESIGN .............................................................................................................................. 26
FIGURE 6: BUILDING BLOCKS OF SAMPLING DESIGN ................................................................................................. 28
FIGURE 7: LEVELS OF SAMPLING DESIGN ................................................................................................................ 28
FIGURE 8: SAMPLING METHODOLOGY - SELECTION OF CSCS ..................................................................................... 29
FIGURE 9: IMRB QUALITY CONTROL PROCESS ........................................................................................................ 31
FIGURE 10: OPERATIONAL CSCS STATUS ............................................................................................................... 32
FIGURE 11: ORGANIZATION STRUCTURE OF SCAS ................................................................................................... 33
FIGURE 12: VLE GENDER ................................................................................................................................... 39
FIGURE 13: SEC OF THE VLE ............................................................................................................................... 40
FIGURE 14: EDUCATIONAL QUALIFICATION OF VLES ................................................................................................ 40
FIGURE 15: DOES THE VLE RUN A SIDE BUSINESS .................................................................................................... 41
FIGURE 16: AVERAGE NUMBER OF VILLAGES COVERED PER CSC ................................................................................ 42
FIGURE 17: WEEKLY OFF .................................................................................................................................... 43
FIGURE 18: INSTALLATION AND REGISTRATION OF ONLINE MONITORING TOOL ............................................................. 43
FIGURE 19: INTERNET AVAILABILITY AND TYPE OF CONNECTION ................................................................................. 47
FIGURE 20: SPEED OF INTERNET CONNECTION ........................................................................................................ 48
FIGURE 21: AVAILABILITY OF ELECTRICITY............................................................................................................... 49
FIGURE 22: ALTERNATE SOURCES OF POWER.......................................................................................................... 49
FIGURE 23: FLOOR AREA OF THE CSC ................................................................................................................... 51
FIGURE 24: CONDITION OF THE IT EQUIPMENT ....................................................................................................... 52
FIGURE 25: AWARENESS OF CSC INITIATIVE AMONGST VARIOUS STAKEHOLDERS ........................................................... 53
FIGURE 26: SOURCES OF AWARENESS AMONGST CITIZENS (LEFT) AND LLIIS (RIGHT) .......... ERROR! BOOKMARK NOT DEFINED.
FIGURE 27: VLE’S SOURCE OF AWARENESS ABOUT CSC SCHEME .................................... ERROR! BOOKMARK NOT DEFINED.
FIGURE 28: USAGE OF CSC AMONGST DIFFERENT STAKEHOLDERS ............................................................................... 57
FIGURE 29: SERVICES BEING USED BY CITIZENS ....................................................................................................... 57
FIGURE 30: SERVICES BEING PROVIDED THROUGH CSCS .......................................................................................... 59
FIGURE 31: SERVICES IN DEMAND BY CITIZENS BUT NOT AVAILABLE – AS PER VLE ........................................................ 60
FIGURE 32: AREA OF OPERATION OF LLIIS USING CSC ............................................................................................. 60
FIGURE 33: SERVICES USED BY THE LLIIS ............................................................................................................... 61
FIGURE 34: FREQUENCY OF USING CSC - LLII .............................................................. ERROR! BOOKMARK NOT DEFINED.
FIGURE 35: REASONS FOR USING CSC SCHEME - LLIIS ............................................................................................. 63
FIGURE 36: TIME TAKEN FOR SETTING UP A CSC ..................................................................................................... 65
FIGURE 37: INITIAL INVESTMENT FOR SETTING UP A CSC .......................................................................................... 66
FIGURE 38: AVAILABILITY OF CREDIT SCHEME ......................................................................................................... 66
FIGURE 39: AVERAGE MONTHLY NET OPERATING INCOME PER CSC ........................................................................... 68
FIGURE 40: TRAINING IMPARTED TO VLE BY SCA .................................................................................................... 71
FIGURE 41: ANY AMOUNT PAID FOR TRAINING ....................................................................................................... 71
FIGURE 42: VLE SATISFACTION WITH TRAINING RECEIVED ........................................................................................ 73
4
GLOSSARY
• ADO:
• AID:
• AMC:
Assistant Development Officer
• B2C:
• BDO:
Business to Citizen
• BFSI:
• CSC:
Banking Financial Services and Insurance
• DIO:
• DTP:
District Informatics Officer
• G2C:
• GF:
Government to Citizen
• GOI:
• ICT:
Government of India
• IT:
• LLII:
• MHI:
Information Technology
Local level intervening institution
• NeGP
• NIC:
National eGovernance Plan
• NICT:
• NLSP:
Network for Information & Computer Technology
• NREGA:
• PC:
• PPP:
National Rural Employment Guarantee Act
Personal Computer
• RAR
• RoW:
Rapid Assessment Report
• SCA:
• SCRs:
• SDA :
Service Centre Agency
• SDC:
• SDM:
State Data Centre
• SDO:
• SEC
Sub Divisional Officer
• SPV:
Special Project Vehicle
Alternative for India Development
Annual Maintenance Contract
Block Development Officer
Common Service Centre
Desk top Publishing
Government Functionary
Information & Communication Technology
Monthly Household Income
National Informatics Centre
National Level Service Provider
Public Private partnership
Right of Way
Socio- Cultural Regions
State Designated Agency
Sub Divisional Magistrate
Socio Economic Profile
5
• SWAN:
• UPS:
State Wide Area Network
• UTL:
• VHs
United Telecom Services Ltd.
• VLE:
• VSAT:
Village Level Entrepreneur
Uninterrupted Power Supply
Village Head
Very Small Aperture Terminal
6
EXECUTIVE SUMMARY
The Government of India has formulated the National e-Governance Plan (NeGP) with
the vision of providing all government services in an integrated manner at the doorstep
of the citizens at an affordable cost. The NeGP initiatives consist of 27 Central, State and
Integrated Mission Mode Projects (MMPs) along with 8 other support components for
rapid introduction of e-governance in the country. The NeGP envisions a three pillar
model for delivery of “web-enabled Anytime, Anywhere access” to information and
services in rural India. These are:
a) Connectivity: State Wide Area Networks (SWANs)/NICNET
b) National Data Centre/ State Data Centers (SDCs)
c) Common Services Centers (CSCs)
The CSC is a strategic cornerstone of the National e-Governance Plan (NeGP), approved
by the Government in September 2006, as a part of its commitment in the National
Common Minimum Programme to introduce e-governance on a massive scale. This
scheme aims towards rolling out about 100,000 rural kiosks across India.
These CSCs would provide high quality and cost-effective video, voice and data content
and services in the areas of e-governance, education, health, telemedicine,
entertainment as well as other private services. A highlight of the CSCs is that it will
offer web-enabled e-governance services in rural areas, including application forms,
certificates, and utility payments such as electricity, telephone and water bills.
Implementation of a mission-oriented project of this size, scope and complexity poses
significant challenges of project management at the national level as well as
opportunities to achieve significant economies of scale in the identification,
customization and implementation of the content, services, physical and digital
7
infrastructure required for the project. Further, some of the potential citizen-centric
services lend themselves to aggregation at the national level. To enable the statespecific implementation plans to benefit from such economies of scale, aggregation of
best practices, etc., at the program level, the Department of IT (DIT); Government of
India has appointed Infrastructure Leasing & Financial Services (IL&FS), as the NLSA of
the CSC Scheme. The NLSA is currently assisting the DIT, the State Governments and the
SCAs.
At the second/middle level is an entity termed the SCA (loosely analogous to a
franchiser) to operate, manage and build the VLE network and business. On the other
hand the SDA notified by the State Government is normally a PSU/Society or any other
agency controlled by the State Government whose primary role is to provide the
necessary policy level support to the CSC Scheme on behalf of the State Government.
The SCA is selected and supported by the respective SDA and has to be committed,
financially strong and with adequate experience of working with rural communities. This
is essential since the CSC Scheme poses a variety of complex new issues in terms of
financing, channel management, technology, integration with local community, etc.
Each SCA has to appoint a Village Level Entrepreneur, as per the norms set by the state,
at each of the location for running and managing the CSC. These VLEs are recruited on
the basis of the financial strength of the applicant, his/her educational qualification,
ability to run the CSC and meet the objectives of setting up the CSC etc. Once the VLE is
selected he/she is provided training on various aspects depending upon the
requirement. SCA is the only stakeholder who is directly in touch with the VLEs
The State Government is responsible for setting policy, regulatory and other relevant
matters at the State level. The State Governments are also taking appropriate decisions
on the mode and degree of integration with the CSC Scheme, of the existing physical,
digital
and
institutional
infrastructure
8
of
various
Government
Functionaries/Departments in the State, such as Schools, Gram Panchayats, Public
Health Centers (PHC), Post Offices (in consultation with GOI) etc.
Department of IT, Government of India, wanted to understand if the CSC Scheme rollout
has been taking place in the right direction and collect feedback on the CSC Scheme
from various stakeholders which are Village Level Entrepreneurs (VLE), Service Center
Agencies (SCA), Citizens, Government Functionaries (GF), Local Level Intervening
Institutions (LLII) and National Level Service Providers (NLSP).
For this assessment exercise, IMRB International was asked to conduct a survey among
the stakeholders of the CSC scheme. This report is based on the findings of the survey
conducted amongst:
1. VLEs
2. Intervening Institutions (local level & NLSPs)
3. State Designated Agencies (SDAs)
4. Village Heads
5. Government Functionaries
6. Citizens
The sample was spread across 19 states being covered by 15 SCAs. A structured
questionnaire was administered to respondents across the above segments to capture
their experiences and views on different aspects related to the CSC Scheme.
1. SCA Profile & Key Programme Planning & Implementation Issues
The SCAs operate through a structure that spans across national, regional, district and
block levels. Some SCAs have created a SPV for the CSC project. They work through
either a separate wing for the CSC project or include CSC as a part of their e-governance
vertical or CSR initiatives. These SCAs are from diverse backgrounds including IT
companies, NGOs, training institutes, CSR wings of corporate etc.
The type of organization varies from NGOs (such as AID, NICT); IT companies (CMS
Computers Ltd, Tera software) to training Institutes (AISECT) and even banks (J&K Bank).
9
Some of the SCAs such as J&K Bank are working only in few selected areas or a single
state while there are other SCAs such as CMS which are operating in multiple states. The
total number of CSCs allocated per SCA range from 220 CSCs (Tera Software) to 8118
CSCs (SREI). Leveraging their existing network to effectively provide services was one of
the key criteria considered by SCAs while selecting the states. SCAs are mainly opting for
a pure franchisee model vis-à-vis the employee model as the employee model requires a
huge initial investment. Such new models are enabling identification of more efficient
and refined methods which would help SCAs in their long term endeavors and
contribute towards success of the CSC scheme.
Some SCAs feel that due to non-availability of G2C services (such as land records, birth
certificate etc) amongst majority of CSCs, existing as well as prospective VLEs may lose
interest in the initiative. Certain SCAs also think that they are not able to provide more
B2C (such as internet surfing, exam results etc.) and G2C services to the citizens due to
non-availability of high speed internet and SWAN connectivity at majority of places.
According to them, VSAT connectivity and Data Card/USB connectivity do provide a
satisfactory solution in terms of speed/reliability but they are too costly and the VLE is
unable to bear the burden especially when he/she is not making enough money with
low penetration of G2C services. Thus, presence of G2C services and reliable high speed
internet connectivity are expected to augment the growth of CSCs, fulfilling both its
commercial and social obligations
The uneven/hilly terrain and the Naxalite menace are the other problems cited by SCAs.
In fact all the CSCs in West Bengal and Chhattisgarh (21 CSCs in West Bengal and 15
CSCs in Chhattisgarh) which took more than 6 months to establish fall in the Naxalite hit
areas.
Name of State
Chhattisgarh
Chhattisgarh
District
Raipur
Jashpur
10
Chhattisgarh
Chhattisgarh
Chhattisgarh
Chhattisgarh
Chhattisgarh
Chhattisgarh
Chhattisgarh
Chhattisgarh
Chhattisgarh
Chhattisgarh
Chhattisgarh
Chhattisgarh
Chhattisgarh
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
West Bengal
Jashpur
Jashpur
Jashpur
Jashpur
Jashpur
Jashpur
Jashpur
Kanker
Rajnandgaon
Rajnandgaon
Rajnandgaon
Rajnandgaon
Rajnandgaon
Jalpaiguri
Jalpaiguri
Jalpaiguri
Jalpaiguri
Jalpaiguri
Jalpaiguri
Jalpaiguri
Jalpaiguri
Jalpaiguri
Jalpaiguri
Maldah
Maldah
Maldah
Maldah
Maldah
Murshidabad
Murshidabad
Murshidabad
Murshidabad
Murshidabad
Murshidabad
Table 1: Districts of Chhattisgarh and West Bengal where CSCs took more than 6 months to
establish
11
Apart from this, SCAs have higher expectations from the NLSPs (organizations at
national level like banks, insurance companies, etc. providing their services through
CSCs) in terms of more meaningful services suitable for rural masses, reduction in rates
vis-à-vis those in urban areas and affixation of a certain share for the VLEs involved in
marketing related activities.
2. VLE Profile & Key Programme Planning & Implementation Issues
The VLE is the key to the success of the CSC operations. While content and services are
important, it is the VLE’s entrepreneurial ability and acceptability in the society that
would ensure CSC sustainability. The quality of service at the CSCs would depend a great
deal on the quality of VLEs.
10% of the VLEs were found to be female - this is a key indicator towards women
empowerment in rural areas. 84% of the VLEs belong to Socio Economic Profile of R1
(more affluent sections of the society). The mean age of VLEs was found to be 36 years
indicating their maturity to do play the role of an entrepreneur. VLEs were found to be
well educated; 97% of the VLEs were at least SSC/HSC passed. The challenge initially was
to create awareness about the scheme to find entrepreneurs who could do justice to
the scheme. Newspapers, relatives/friends and the SCA emerged as the top 3 sources of
awareness about the CSC scheme for VLE. This shows that initiatives were taken by the
SCAs for creating awareness and attracting more people to apply for the post of VLE.
Out of 1727 villages visited, VLEs were available in 1097 villages (64%). In few cases,
VLEs themselves were not present and the CSC was managed by an employee. In the
same 1727 villages– where CSCs were claimed to be set up by SCAs, CSCs in 999 villages
(58%) were open. Of the other CSCs, 90% were yet to open while the rest were shut
down after operating for some time - mostly due to inadequate traffic coming to them.
In a few rare cases, the SCAs also terminated the services.
12
The average Initial investment to setup a CSC was found to be almost Rs.50, 000. Since
in Gujarat, the employee model is being used via the eGram VishwaGram project, the
average investment was found to be lower as compared to other states. SCAs now
largely prefer the franchisee model. It was found that less than 1 out of every 5
operational CSCs had some credit scheme available for the initial investment. With
provision of credit schemes, more people from lower strata are expected to be ready to
take up the role of a VLE. A little over half (55%) of the VLEs received training from the
SCA. Amongst them, 68% were either highly satisfied or somewhat satisfied with the
training provided. Generally the SCAs have in-house trainers who they believe have
more knowledge of ground realities of the CSC model and understand VLE concerns
better. Training for the VLEs is a mandatory feature across all SCAs and consists of
induction training provided to the VLE when he/she joins the CSC and training pertaining
to the new services as and when they are launched. Business model of CSC, the role of
VLE, entrepreneurial and managerial skills, basic computer fundamentals, customer
handling, etc. are the different aspects covered in training. Generally the VLE does not
have to pay any additional fees for the training as it is covered in the initial deposit most
of the times, in some cases though the SCAs charge a nominal amount. The NLSP
directly trains the VLE in groups sometimes.
Base
1050
24
14
34
27
2
35
42
18
13
77
36
30
Overall
Andhra Pradesh-CMS
Andhra Pradesh- Times
Assam-Zoom
Assam-SREI
Bihar-Zoom
Bihar-SREI
Bihar- SARK
Chhattisgarh-Zoom
Chhattisgarh- AISECT
Gujarat-CMS
Himachal Pradesh-Zoom
Himachal Pradesh-Tera Software
13
Yes
55.6%
8.3%
7.1%
58.8%
85.2%
.0%
88.6%
31.0%
55.6%
53.8%
44.2%
44.4%
63.3%
No
44.4%
91.7%
92.9%
41.2%
14.8%
100.0%
11.4%
69.0%
44.4%
46.2%
55.8%
55.6%
36.7%
Jharkhand-Zoom
Jharkhand- AID
Jharkhand- UTL
Madhya Pradesh-CMS
Madhya Pradesh- Reliance
Madhya Pradesh- 3i
Madhya Pradesh- NICT
Maharashtra-Spanco
Maharashtra-CMS
Maharashtra- Reliance
Manipur-Zoom
Meghalaya-BASIX
Nagaland-Tera Software
Orissa-Zoom
Orissa-SREI
Orissa-BASIX
Rajasthan-Zoom
Rajasthan-CMS
Tamil Nadu-SREI
Uttar Pradesh-SREI
Uttar Pradesh-CMS
West Bengal-SREI
J&K- J&K Bank
Uttarakhand- Reliance
30
17
48
8
19
5
19
27
26
35
31
28
5
44
39
34
25
31
60
43
24
47
13
40
50.0%
82.4%
62.5%
12.5%
63.2%
100.0%
78.9%
85.2%
.0%
5.7%
93.5%
100.0%
20.0%
27.3%
87.2%
79.4%
32.0%
38.7%
93.3%
76.7%
20.8%
78.7%
23.1%
15.0%
50.0%
17.6%
37.5%
87.5%
36.8%
.0%
21.1%
14.8%
100.0%
94.3%
6.5%
.0%
80.0%
72.7%
12.8%
20.6%
68.0%
61.3%
6.7%
23.3%
79.2%
21.3%
76.9%
85.0%
Table 2: Whether VLEs received training from the SCAs
For 45% of the VLEs, CSCs are the only source of income. As the income through CSCs
increases (with improvement in condition like provision of G2C services, internet
availability etc.), more and more VLEs are likely to shun their side business and focus
completely on the CSC. This is expected to further boost the growth of CSCs. On an
average, a VLE’s net operating income from the CSC is about Rs 2,570 p.m. This net
operating income was found to be around 50% of the gross income generated from the
CSC i.e. almost 50% of the gross income from the CSC goes into operating and
maintenance expenses. On the lower side the net operating income per CSC was found
to be below Rs 3000 while on the higher side above Rs 10,000 - the corresponding
operating and maintenance expense ranged between Rs 2400 to Rs 4000 p.m.
14
3. CSC profile
Almost half (46%) of the CSCs are open all 7 days a week - this gives more flexibility to
the rural citizens. Almost 5 villages on an average are covered by each CSC. 85% of the
villages are electrified, however the supply of electricity is not regular and 15% of the
CSCs do not have any power backup. Due to electricity issue, a few SCAs have made it
mandatory or prefer to have laptops in the CSCs as they are more power efficient and
have an in-built power backup.
Number of
CSCs
4
Bihar-SREI
Bihar- SARK
1
Chhattisgarh- AISECT
1
Himachal Pradesh-Zoom
2
Himachal Pradesh-Tera Software
3
Table 3: Number of CSCs without power backup and receiving electricity for less than 6 hrs
The average floor area was found to be 146 sq ft which is quite close to the benchmark
of 150- 200 sq ft. The average number of Desktops/ Laptops (1.2) and printers (1.1) just
exceeds the benchmark (1) but the penetration of other hardware such as webcam and
photocopy machine was found to be relatively on a lower side. Overall, the use of new
infrastructure (both physical and IT) is high (91%) since most SCAs allow only
deployment of 1st hand equipment in the CSCs. This means higher quality and efficiency
of the services provided. Another crucial parameter is internet connection which not
only aids in bringing down the digital divide but can also help in increasing footfalls with
more B2C and G2C services being accessible. Already, two out of every three CSCs is
found to be having internet connection and is thus playing a promising role in bridging
the digital divide. However, majority of the connections (54%) are low speed – this limits
the bouquet of services that can be offered. The high incidence of low speed connection
can be attributed to extensive use of VSAT (39%) and other wireless options (29%) like
data card, etc. which is narrowband. According to some SCAs, the VLE finds it difficult to
bear the cost of Internet connectivity especially when he is not making enough money
15
with low penetration of G2C services. Moreover the share of the VLE in the revenue
from the Online Services lies in the range of 75-90% while for offline service it is 100%.
Many SCAs are waiting for BSNL to lay its network rather than opting for any other
connectivity. The major argument being that BSNL is the most economical option and it
also provides satisfactory solutions in terms of speed/reliability. After the recent Govt.
decision to connect all Gram Panchayats by optical fiber in the next 3 years, connectivity
problems should hopefully be resolved soon.
4. Awareness and Usage amongst Citizens
Almost one in every five citizens is aware of the CSC Scheme. The primary source of
awareness for citizens was found to be the Village head (23%) followed by VLE (16%).
While the citizens’ awareness is about 20%, only 4% of the citizens have ever availed a
CSC service. Amongst those who have - majority have used services related to
IT/Telecom - like mobile recharge, DTP, Internet surfing etc followed by Commercial
services like bio-data preparation, matrimonial services etc (35%). Lack of awareness
(45%) and non existence of a need to use the services available at the CSCs (44%) are
the two major reasons for low usage of CSCs by citizens. Thus, an aggressive effort to
create awareness by different entities is expected to increase usage significantly.
Some of the SCAs are currently in the process of identifying the more relevant services
to be offered. Government Functionaries have cited frequent power cuts as a common
reason impacting the CSC usage. As per the village head, central location of the CSC
(59%) and reasonable service charges (58%) are the top 2 driving forces for the usage of
the CSCs. As per the VLEs, G2C services (90%) followed by Agriculture related services
(66%) are currently demanded by the citizens but not available. The citizens are likely to
use services such as information about crops and agricultural policies in the future.
16
5. Awareness & Usage amongst Local Level Intervening Institutions (LLIIs)
LLIIs are the organizations at local level such as Schools, Youth Clubs, Aanganwadi,
NGO/CSO, SHGs etc. Majority of these LLIIs belong to the education sector (57%)
followed by healthcare (39%) (Details given in ANNEXURE - II). Of the 3,300 odd LLIIs
interviewed by us, 40% are aware of the CSC Scheme. Amongst those who are aware,
42% have ever used a CSC and 58% of these users are from the education sector. 53% of
the LLIIs have used services related to DTP work such as printing, photocopying etc –
making it the most popular service. Internet access emerges as the next most used
service with 27% of the LLIIs using it which further builds up the case for internet
connectivity. Also, about 30% of the LLIIs use CSCs at least once a week. The key drivers
for using CSC by LLIIs are ease of access (78%) followed by convenience (72%) while
limited number of services (56%) and irrelevance of services available (44%) are the
main deterrents.
Some NLSPs are operating on the prepaid model wherein the SCA is required to deposit
the money in advance with the NLSP. While the advantage to NLSP is reduction in risk,
the SCAs are not comfortable with this model and advocate doing away with it. Lack of
G2C services is one of the key challenges felt by NLSPs as well since they feel the entire
CSC model is based on that and the VLEs viability and credibility depends on it.
6. Impact on Government Functionaries (GFs)
In-depth interviews were conducted with 49 Local level Government Functionaries of
the level of Collector, Deputy Collector, DM, ADM, DDO, Deputy Commissioner, District
information officer, CEO Zila Panchayat etc. and 9 State Designated Agencies (SDA).
Different reasons have been cited by the GFs for the low penetration of G2C services.
Mainly the reasons provided are - weak SWAN linkages, lack of computers and
automation of back office processes, inadequate number of skilled employees, etc.
17
There is potential of using the CSCs for other purposes by government offices like data
collection and data entry, evaluation of new schemes, etc since most officials
considered such usage as a good idea that could be implemented at later stages.
In addition, 1730 Village Heads (GFs at local level) were also covered. The primary
source of awareness for citizens was found to be the Village head (23%). Their
awareness level (46%) about the CSC Scheme was found to be much higher than the
citizens and the LLIIs, probably due to their involvement in selection of CSC location.
The key triggers to the usage of CSC as per GFs are central location of CSC (59%) and
reasonable service charge (58%). On the other hand, the key barriers are limited
number of services currently being offered through the CSCs (55%) and irrelevance of
services available at the CSC (37%). This suggests that if relevant services are offered
through the CSCs at a reasonable price, more people are likely to use CSCs due to
increased convenience.
From the several discussions that we had with the SDAs, it can be inferred that they are
not having any problem in getting financial support from the center. However, they do
face a lack of clarity on the amount to be disbursed by the state.
7. Conclusions
Success of the CSC initiative depends highly upon availability of G2C services. Due to
absence of G2C services, footfalls at the CSC are not as per the expectations of the VLEs
and SCAs. As a result of below average footfalls, income of the VLEs is currently not as
per expectation. In spite of this, almost all VLEs are willing to expand the operations of
their CSC which shows their optimism about the CSC initiative. There is also a need to
increase awareness of the CSC scheme itself, the services available at the CSCs and their
benefits amongst the rural citizens.
18
Poor connectivity and electricity are the other two major issues impacting the growth of
the CSCs. It was found that majority of the villages do have electricity supply but it is not
regular. Most of the CSCs have alternate power backup arrangement. VSAT and data
card are the best possible option for wireless connectivity in most of the cases but these
technologies are relatively more expensive and less reliable for the VLEs, at their current
level of income. Internet related services also emerged to be in demand for various LLIIs.
Internet connectivity opens the door for a large bouquet of B2C services and would also
be a step forward for G2C services.
The future looks promising with the VLEs upbeat about the CSC scheme as almost 90%
of the VLEs are planning to expand their CSC. This shows their positive approach
towards the initiative and reinforces their support to take this initiative to the next level.
Services currently available at the CSCs are mostly B2C in nature. G2C services at the
CSCs vary from state to state and are mostly offline. In case of B2C services - IT/Telecom
services (like mobile recharge, ringtones, wallpapers etc.) and DTP related service are
widely used.
Thus we can say that there is a need to improve the bouquet of services available at the
CSC and more emphasis needs to be given to increasing the income of the VLEs. This is
expected to happen with increase in thrust on the launch of G2C services, provision of
broadband internet connectivity and regular power supply to all the CSCs.
Salient Features
- For 45% of the VLEs, CSCs are the only source of income.
- More than 95% of the VLEs interviewed were found to be SSC/HSC or with higher
educational qualifications i.e. are quite well educated to take on the CSC work. 10% of
the VLEs were found to be female – this shows that the CSC Scheme is creating a
movement for empowering women in rural areas. More than half of the VLEs were
19
found to have received some training and most of them were satisfied with this training
across parameters.
-Almost 40% of the CSCs were setup within a month from the date of applying. The
future looks promising with VLEs upbeat about the CSC scheme as almost 90% of the
VLEs are planning to expand their CSC showing their positive approach towards the
initiative and reinforcing their support to take this initiative to the next level. Most of
the VLEs agree that they received timely and sufficient support from the SCA as well as
the government officials for setting up the CSC and are satisfied with the CSC setup
process including the time taken for setting up the CSC.
-As per the VLEs, they have become more responsible as well as respectable within their
family as well as within the village. However majority of the VLEs said that their family
cannot sustain themselves on the income generated from the CSC alone and also that
the income from the CSC is intermittent.
-Awareness and usage of CSC needs to be improved across the states as well as across
the segments (Details given in ANNEXURE- II). Usage of CSC is low because the services
available at the CSCs are limited in number and are less relevant (as per the village
heads). VLEs also mentioned that amongst the services being asked for by the citizens
but currently not available at the CSC, G2C services top the list.
20
1.0 About the CSC Initiative
The CSC (Common Service Center) Scheme is a part of National e-Governance Plan
(NeGP). It was approved by Government of India in September 2006 with objective of
developing a platform that can enable Government, private and social sector
organizations to align their social and commercial goals for the benefit of the rural
population across India. Initiated as a PPP (Public- Private Partnership) model, the
scheme is approved of Rs. 5742 crores over 4 years.
The aim of the CSC Scheme is to establish 100,000 rural kiosks across the country with
an equitable distribution - one CSC for every six census villages. The CSC Scheme goes
beyond rolling out IT infrastructure and is an attempt to build a network of 100,000+
rural businesses across India.
About CSCs
CSCs are designed as ICT-enabled (Information Communication Technology) kiosks
having a PC along with basic support equipment like UPS, Printer, Scanner, with Internet
Connectivity as the backbone and additional equipment for education, entertainment,
telemedicine, projection systems, etc. They front end as delivery points of Government
as well as private and social sector services to citizens of Rural India. Both, IT based as
well as non-IT based services are offered through these CSCs. Services being delivered or
to be delivered through these CSCs include web-enabled e-governance services in rural
areas, including application forms, certificates, and utility payments such as electricity,
telephone and water bills.
Implementing the CSC Scheme
The CSC initiative is being implemented at 3 levels,
21

Level 1 - CSC level: Local level entrepreneur called as VLE (Village Level
Entrepreneur) - He sets up CSC in nodal village to service rural consumers in cluster of 56 surrounding villages.

Level 2: Service Center Agency (SCA) - This agency is an operator which manages and
builds VLE network across district. An SCA can service one or more districts in a state
with one district covering approximately 100-120 CSCs.

Level 3: State Designated Agency (SDA) - This agency will facilitate implementation
of CSC scheme within the state. It will provide policy and other support to SCAs in the
state.
Stakeholders involved in CSC Initiative
To implement CSC initiative, active participation and close interaction amongst various
stakeholders is necessary. Various stakeholders involved in the CSC scheme can be
classified into four categories namely:
1.
Regulators
2.
Providers
3.
Receivers
4.
Facilitators
Figure 1: CSC Stakeholders
22
The various stakeholders in each of the above categories are as mentioned below:
Receivers
• Citizens
• Village Heads
• LLI (Local Intervening Institution)
Providers
• SCA (Service Center Agency)
• VLE (Village Level Entrepreneur)
Regulators
• SDA (State Designated Agency)
Facilitators
• Government Agencies
• NLSP (National Level Service Provider)
Figure 2: Stakeholders within Each Category
NLSA: - National Level Service Agency
IL&FS is appointed as NLSA for CSC scheme. It is assisting DIT (Department of
Information Technology), MCIT (Ministry of Communication & Information Technology)
and all the States of India in carrying all work related to implementation of CSCs across
India. NLSA is a nodal agency which coordinates with all stakeholders of the scheme.
SDA: - State Designated Agency
SDA is a state level nodal agency which facilitates implementation of CSCs. It provides
necessary support to SCAs in setting up CSCs in that state.
SCA: - Service Center Agency
SCAs are playing a key role in implementation of CSCs at district level. Each SCA is
allocated 2-3 districts per state where VLE approaches them to setup CSC in nodal
village. SCAs build their network of VLEs and facilitate VLEs in setting up CSCs. SCAs
select locations (nodal villages) to setup CSCs ensuring equitable spread with
23
sustainability across districts. Broadly it is an entity that has experience in creating and
managing service delivery in rural India. Total 15 SCAs have been awarded the CSC
project across India, so far.
VLE: - Village Level Entrepreneur
VLEs are the front end of scheme who set up the CSC in the nodal village. They get
support from facilitator (SCA) in setting up a CSC. They are expected to be highly
educated and have a strong social commitment. They are also required to have
entrepreneurial skills.
Current Status of the CSC Scheme
Figure 3: Current Status of CSC Scheme
Source: http://www.csc-india.org/ (25th April 2010)
24
SCAs Selected per State and Mandated CSCs
Figure 4: SCAs within Each State
Source: http://www.csc-india.org/ (25th April 2010)
25
2.0 About the Study
The CSC initiative was aimed towards rolling out 100,000 CSCs across India by 2008-09.
As of 30th November 09, 57,599 CSCs had been rolled out; this number was 55,979 till
31st Oct 09 and 17,775 nearly a year ago (as of 30th September 08). Considering the
mammoth size of the initiative, it becomes more important to periodically review the
status to ensure that the rollout is going as per the plan and if not so then identify the
problems being faced by various stakeholders.
To do so, it was necessary to conduct an assessment of this initiative by meeting various
stakeholders and capturing the status, problems and their views about the initiative.
This assessment exercise also included the audit of the CSCs to validate their existence
and to ensure that they have sufficient infrastructure installed and working to service
the beneficiaries meeting the objective for which they were established.
Research Design
Primary Research
The VLE and the Village Head
helped us in understanding the
relationship and impact of CSC
scheme on government agencies &
local intervening institutions
Quantitative
Phase- Data collection
Field Interviews
Qualitative
--Profiling information
on CSCs, VLEs and
SCAs collected from
concerned SCAs.
Preliminary
Inputs &
Insights
--Information captured
via
Email
and
Telephonic follow- ups
Figure 5: Research Design
26
Quantitative
SCA
CITIZENS
NLSP
VLE
SDA
Village
Head
Government
Agencies
LLI
The study consisted of both Qualitative and Quantitative modules. The Qualitative
module included in-depth interviews with various stakeholders and helped in gaining a
better understanding of the project and identifying the problem areas and good
practices. In quantitative module face-to-face interviews were conducted with the
following stakeholders:
1.
Village Level Entrepreneurs (VLE)
2.
Citizens – CSC users (Nodal village)
3.
Citizens – CSC non-users (Nodal Village)
4.
Citizens – CSC users (Surrounding village)
5.
Citizens – CSC non-users (Surrounding Village)
6.
Opinion Leaders/Village Heads
7.
Local Level Intervening Institutions
For conducting these interviews, 1727 CSCs were selected from a database of ~30,000
CSCs provided by IL&FS. In case of VLE, 2 different questionnaires were administered
with him/her. One was regarding the information about the VLE himself whereas other
was regarding the CSC (Infrastructure, setup time, training etc.). These 1727
CSCs/villages were distributed across 19 states and included CSCs of various SCAs.
Selection of CSCs was done purposively keeping in mind various impact variables (some
impact variables such as age of CSC had to be shelved because of lack of information
provided by SCAs) and ensuring uniform spread across state and SCRs (Socio-Cultural
Regions). These interviews were conducted between 23rd Nov. 2009 and 18th Feb. 2010.
The process of selecting 1727 CSCs (sampling) from the database of ~30,000 CSCs was
done considering three control variables namely State Coverage, SCA Coverage and
Socio-Cultural Regions. Figures given on the next page explains the building block of
sampling along with levels at which sampling was done. During sampling, it was ensured
that in all the states covered, all the SCAs which are operational and for which proper
database is available should be covered in the sampling. Also we ensured coverage of all
SCRs.
27
Figure 6: Building Blocks of Sampling Design
Figure 7: Levels of Sampling Design
28
Coverage of all SCAs
(Wherever database was available)
Selection of states where each SCA is
present
All the states served by a SCA are selected to ensure
state governed parameters are factored in
Selection of all SCRs in a state
From each of the 3 strata
The required number of CSCs were selected
Figure 8: Sampling Methodology - Selection of CSCs
Detailed sample size covered during the study is given below:
Segment
Total Sample Size
113648
13754
6814
1674
3410
1730
1727
Citizens – Listing
Citizen – Main – User
Citizen – Main – Non-user
Village Head
LLII
VLE
CSC
Table 4: Sample Size - Quantitative Module
29
In addition to this, qualitative interviews were also conducted. Breakup of the
qualitative interviews by type of respondent was as per the below table:
Segment
SCAs
NLSPs (National Level Service Providers)
SDAs
Local level Government Functionaries (BDOs, Collectors etc)
referred to as GF in the report
Total
13
5
9
49
Table 5: Sample Size - Qualitative Module
Details of the CSCs visited during the study by state and SCA are given below:
State
Andhra Pradesh
Assam
Bihar
Chhattisgarh
Gujarat
Himachal
Jharkhand
Maharashtra
SCA
Sample
CMS
52
Times
39
Zoom
45
SREI
47
SREI
46
SARK
58
ZOOM
55
AISECT
43
ZOOM
43
CMS
110
ZOOM
39
Tera
39
UTL
56
Zoom
51
AID
46
Spanco
45
CMS
45
Reliance
45
Manipur
Zoom
33
Meghalaya
Basix
32
Nagaland
Tera
10
Zoom
47
SREI
47
Basix
48
Orissa
Rajasthan
Tamilnadu
Uttar Pradesh
Madhya Pradesh
CMS
39
Zoom
36
SREI
75
CMS
54
SREI
58
CMS
90
NICT
30
30
3i Infotech
10
Reliance
56
West Bengal
SREI
72
Uttaranchal
Reliance
59
J&K
J&K Bank
27
Table 6: Number of CSCs Covered
Figure 9: IMRB Quality Control Process
IMRB strictly follows various internal quality control norms along with the ESOMAR
guidelines to ensure that good quality data is captured. For the same, scrutiny and back
checks are done at various levels. Detailed process of quality control followed in this
study is given in the above diagram.
31
3.0 Status of the CSC Initiative
Out of the 1727 CSCs (and VLEs) claimed to be operational that were covered in the
survey, 1097 VLEs were available in the village whereas in 999 cases CSCs were found to
be open i.e. were having the basic setup and were in a condition to provide services to
the citizens (and were not closed at the time of visit). In some cases even the brick and
mortar model was not present in the village or the CSC was closed however the VLE was
available in the village. Also there were few cases wherein the CSC was present in the
village but VLE was not available (someone else such as an employee or relative of the
VLE was looking after the CSC in the absence of VLE). This explains the difference in the
figures for CSCs operational and VLEs available. Amongst CSCs found to be nonoperational, about 90% were yet to be opened while 10% were closed down after
providing services for some time - mostly due to inadequate footfalls. In some cases, the
VLE closed down the CSC to pursue other career opportunities. In a few cases where the
employee model was being followed, the SCA had closed the CSC.
Operational CSCs
Non
Operational
CSCs
42%
CSCs closed Status of non- operational CSCs
after
opening
10%
Operational
CSCs
58%
Figure 10: Operational CSCs Status
Status of CSCs and VLEs by state and SCA is given in the ANNEXURE- II.
32
CSCs not
yet open
90%
4.0 SCA Profiling
The SCAs operate through a structure that spans across national, regional, district and
block levels. Some SCAs have created a SPV for the CSC project. SCAs work through
either of these 2 models
A separate wing for the CSC project

Include CSC as a part of their e-governance vertical
These SCAs are from diverse backgrounds including IT companies, NGOs, training
institutes, CSR wing of corporate etc.
National Headquarters
Regional Managers/Project Managers
District Managers
Block Managers
Figure 11: Organization Structure of SCAs
Some SCAs are working only in few selected areas or in a single state while there are
others that are operating in multiple states. Leveraging their existing network to
effectively provide services was one of the key criteria considered by SCAs while
selecting the states.
SCAs are mainly opting for a pure franchisee model vis-à-vis the employee model as the
employee model requires a huge initial investment. In the scenario of lack of
government support in terms of revenue viability, the SCA is not able to sustain in the
33
employment model. The Franchisee Model incorporates the interests of the VLE which
leads him to be more proactive.
The uneven/hilly terrain and the Naxalite menace are the main barriers cited by SCAs in
setting up the CSCs. The share of the VLE in the revenue from the Online Services is
anywhere in the range of 75-90%. For offline service, 100% of the revenue is transferred
to the VLE.
A brief profile of the SCAs is given below: (Geographical coverage of various SCAs and
number of CSCs to be established by each of them has been given in Figure 4: SCAs
within Each State and Mandated CSCs (Refer to Pg. No.27))
1. AISECT: AISECT, established in 1985, is India’s leading Training and Educational
services network with a spread of over 8,000 franchisee centers across 27 states and 3
Union Territories in the country. AISECT’s mission is to reach out to the remotest
corner of India and promote ICT based training and services to empower people,
generate employment for the youth and unfold entrepreneurship based initiatives to
create and inclusive society. Through its various projects, initiatives and innovations,
AISECT has been trying to reach out to people in rural areas. It has formed a State
Project Team in M.P. & Chhattisgarh which act as a Nodal office for formulation of
strategies, mobilization of resources and monitoring the implementation of the
Common Service Centre Project in AISECT CSC districts. The structure of this team is as
follows:

State project team

State office in Bhopal & Raipur

Regional managers

District managers

Block managers

Services coordination group
34
AISECT has evolved the following Project structure to implement the CSC Project in its
allotted regions:
2. BASIX: BASIX is a rural livelihood promotion institution set up in India in the year
1996. Its mission is to promote a large number of sustainable livelihoods, including
for the rural poor and women, through the provision of financial services and
technical assistance in an integrated manner. The BASIX group comprises of several
financial services and technical assistance companies. While BASIX Ltd is the holding
company, Bhartiya Samruddhi Finance Limited (BSFL) is the flagship company.
Bhartiya Samruddhi Finance Limited (BSFL) is a Non-Banking Finance Company
(NBFC), through which credit and technical assistance services are being delivered.
BSFL has been functioning since 1996. In pursuit of BASIX mission, to promote and
support sustainable livelihoods, BSFL has adopted the “Livelihood Triad” strategy
through which the company also provides Agricultural & Business Development
Services to about one third of its customers through Livelihood Service Providers
(LSPs) and Institutional Development Services for producers like MACS for cotton
producers, dairy cooperatives. The BSFL team comprises of professionals in the field
of Management, Accounting, Agriculture, Social Work, Engineering, Science etc.
Total number of staff and livelihood service advisors in the company is over 8,500
across the country. BSFL has taken up the CSC project in Zone –IV in Orissa.
3. CMS: CMS was founded in 1976 and is an IT solutions provider with 15000+
professionals’ worldwide offering solutions and services across various verticals. CMS
is also an architect in Designing and Implementing large service delivery Projects in
the E Governance area in India. It has deployed its solutions which are operational in
more than 7 States including Andhra Pradesh, Karnataka, Punjab, Rajasthan, Uttar
Pradesh, Maharashtra and West Bengal to run CSCs. CMS offers more than 120
35
Citizen Services pertaining to Sate Government, Local Government, Central
Government and Private Agencies related to Payment Of Utility Bills (like Electricity,
Water, Telephones etc), Payment of Taxes, Registration and Issuance of Certificates,
Mobile Recharge, Ticket Booking, Insurance Premium Payment etc. Some of the EGovernance Projects pioneered by CMS are - e-Seva, Andhra Pradesh, BangaloreOne,
Kaveri Project Karnataka etc. CMS has also designed and implemented various other
e-governance projects such as - ILMS Project - Punjab (Integrated Land Records
Management), Computerization of Registration Department - West Bengal, Citizen
Friendly Services of Transport Department - AP, Food and Civil Supplies Department Karnataka etc.
4. Consortium of Tera Software: Tera software is the prime bidder for Himachal
Pradesh and Arunachal Pradesh. It is also implementing the CSC Project in
Pondicherry and Nagaland. For Himachal Pradesh, Tera Software has a MoU with the
GNG Group for setting up the CSCs. Similarly for Arunachal Pradesh, they have signed
a MoU with Calance software. In both these consortiums, Tera is the technology and
project management & guidance provider, while GNG/Calance is executing the
project on the ground. GNG was started in 1996 as a trading house. With the
beginning of this millennium, GNG ventured into infrastructure projects in Power
Transmission & Distribution sector. Later, in 2008, GNG started its ITES wing and
started implementing the Common Services Centre project in Himachal
Pradesh. Calance Software is an entity which mainly operates in the US and India, and
to a limited extent in Europe. However, majority of the equity is owned by Indians
operating out of Gurgaon. In the US, Calence basically carries out facilities
management tasks. In India it has become the largest enrollment agency for smart
Cards. Villages are visited to enroll the beneficiary families/individuals and generate
and deliver the smart Card on the Spot.
36
5. NICT: Network for Information and Computer Technology (NICT) is an ISO 9001-2008
Organization. It is part of the Dainik Bhaskar Group having more than 15 years
experience in ICT ranging from its promotion, training, development, to its
implementation. NICT has conceptualized, designed, developed and implemented
several e-governance projects in Madhya Pradesh across more than 15 districts. NICT
is again taking lead in promotion, innovation and implementation of e-governance in
the MP and other States. NICT has been awarded the tender by the district
administration for establishing “Samadhan Centers” in Indore district to provide
citizen services and information via ICT using the local language i.e. Hindi.
6. Spanco: Spanco is an active player in the ICT field with a dedicated business Unit for
e Governance, System Integration and BPO. It has 8 regional/branch offices located in
Mumbai, Delhi (NCR), Bangalore, Kolkata, Hyderabad Chandigarh, Bhubaneswar, and
Dehradun and presence in 14 states. Spanco provides operations and maintenance
support in more than 65 cities to their clients. It is a SEI CMM Level 3 and ISO 90012000 certified IT / Telecom solutions and Services Company. Spanco Ltd. is also
present in the BPO space with four separate entities spanning Domestic, International
(US and UK) and Middle East operations. It has been an active player in the Systems
Integration (SI) space for over a decade and today ranks amongst the top 5 SI’s in
India. Spanco provides scalable solutions catering to two core verticals - Government
and Service Providers. It specializes in four key areas – Application development and
management, Complex Networking, Data Center services and Managed Services and
has dedicated business units for e-Governance, Power Sector, Service Provider,
Telecom.
7. SREI Sahaj: SREI Sahaj e-Village Limited, a subsidiary of SREI Infrastructure Finance
Limited, has taken the initiative of building rural infrastructure in the country under
the National e-Governance Plan. SREI has been commissioned for setting up over
28,006 CSCs in six states of West Bengal, UP, Bihar, Orissa, Assam and Tamil Nadu.
37
Sahaj has its own data Center and service portal for every state with payment
Gateway. Soon they are going to launch Financial Inclusion services for their CSCs
wherein the CSCs will work as a business correspondent for the bank.
8. UTL: The UTL Group is based in Bangalore and a three decade old ICT Solution
Company with wide experience in setting up telecom and e-governance networks.
They also offer solutions for the transport sector. The UTL Group of Companies are
engaged in design, manufacturing and software in the areas of telecommunications
(all sectors wired, wireless & fiber optic), networking, systems integration, software
solutions, Contract R&D, PCB manufacture, microelectronics design, precision
engineering plastics tooling and molding, electrical stampings and laminations, diecasting, mechanical fabrication etc. UTL is mandated to roll out 2943 CSCs in Ranchi,
Hazaribagh and Kolhan Divisions of Jharkhand which it plans to complete by end June
2010. It is the first SCA in India which has started delivering government services. In
the last four months they have started offering government services(G2C services) in
14 districts out of the 15 and we have registered more than 1,10,000 online e-Nagrik
applications through their 57 Block HQs and 190 panchayat centers.
9. Zoom: Zoom Developers Private Limited (ZDPL) is an 18 year old company
predominantly engaged in Large Projects Development & IT related projects in India &
abroad. The Gross Turnover of the Company is Rs. 1651 crores and has more than
3000 employees. The Company is headquartered in Mumbai and has Regional Offices
located at Gurgaon, Indore, Kolkata, Cochin and Bangalore. ZDPL is present as a SCA in
nine states - Assam, Orissa, Chhattisgarh, Himachal Pradesh, Rajasthan, Manipur,
Jharkhand, Bihar and Mizoram. Their state offices are headed by Regional Managers
who are supported by Manager – Operations & Manager – Sales & Service and field
teams.
38
AID: A part of AID - Vikalp Multimedia (VMM) is the SPV responsible for rolling out the
CSCs. It was started with the support of AID - an international organization with two and
half decade of experience in rural development. VMM is a not for profit company based
in Chennai with branches in Jharkhand State. The people behind VMM have experience
of two and half decades in rural development and IT sector. This company was
conceived and created to serve as a platform for finding media and rural technology and
solutions to the rural problems of the poor. VMM serves as a forum to provide need
based and rural and tribal friendly media and communication technologies for solving
rural problems. This initiative is also intended to help the poor to make them digital
literate, improve the quality of education, create on-line villages, provide access to
government information and services, enhance rural livelihoods, boost the local
economy and engage the poor as active players and agents of change.
5.0 VLE Profiling
Figure 12: VLE Gender
The mean age of VLEs was found to be 36 years. 10% of the VLEs interviewed were
female - this is a key indicator towards women empowerment in rural areas. In
Rajasthan, only females can apply to become a VLE. However in some cases it was found
39
that while as per the database, the VLE was female but actually CSC was being run by
the VLE’s husband or some other relative who claimed to be the VLE.
Figure 13: SEC of the VLE
Out of all the VLEs interviewed, 84% belonged to the most affluent section of the society
i.e. SEC R1. Less than 5% of the VLEs were found to be from the bottom three SECs i.e.
SEC R3, R4 and R5. This can be attributed to the high investment required for setting up
a CSC along with the minimum educational qualifications.
Figure 14: Educational Qualification of VLEs
40
The VLEs were found to be well educated. As per the government mandate, a VLE has to
be at least 10th standard pass - 95% of the VLEs meet this criteria. Also more than half of
the VLEs were found to be at least graduates.
No
45%
Yes
55%
Figure 15: Does the VLE run a Side Business
More than half of the VLEs interviewed were found to be having some other business
apart from running a CSC. Currently, as per the VLEs, it is difficult for them to sustain
their family with the income from the CSC alone. As the income through CSC increases
(with improvement in condition like provision of G2C services, internet, electricity, etc.),
it is expected that more and more VLEs will shun their side business and focus
completely on their CSC – this is expected to further boost the growth of CSCs.
The VLE profile for various states and SCAs are given in the ANNEXURE - II.
41
6.0 CSC Profile
The CSCs are being established mainly to make various public, social and private services
available to the citizens residing in the remote areas of the country. Thus the perceived
benefit of CSC becomes more significant with increase in distance of the CSC from the
nearest town. Among the CSCs surveyed, the average distance from the nearest town
was found to be around 14 Km. The maximum average distance of CSC from the nearest
town was found to be in Rajasthan (29 Km.) whereas minimum was in Uttarakhand (6
Km.).
Villages
1 Village
13%
2 Villages
4%
7 Villages
35%
3 Villages
11%
4 Villages
11%
5 Villages
10%
6 Villages
16%
Figure 16: Average Number of Villages Covered per CSC
As per the SCAs a host of factors such as proximity to a government office, population,
availability of power, accessibility, building type (if its pucca or not) and electricity
connection, are key considerations before deciding the CSC location. Most CSCs are
reaching out beyond the nodal village that they are operating in. It is mandated that the
CSC should reach out to 5-6 villages and it was found that on an average each CSC
covered in the survey is serving almost 5 villages. Also more than 50% of the CSCs were
found to be serving more than 5 villages. The average number of villages was found to
be maximum in Bihar (6.1) and minimum in Gujarat (1.8).
42
Figure 17: Weekly off
More than half of the CSCs covered in the survey observe their weekly off on Sunday
whereas 46% of the CSCs are open all 7 days of the week. This is a boon to the rural
citizens since all government offices work only 5 days a week and also shows the
keenness of the CSCs to serve the people.
Figure 18: Installation and Registration of Online Monitoring Tool
Monitoring of a mission-oriented project of this vast a size, scope and complexity poses
significant challenges of project management at the national level. It also makes
monitoring the day to day running of the CSC a difficult task. The Online monitoring tool
is an application/micro agent which is installed on the laptop/desktop of the CSC and on
registration uses the internet connection available at the CSC to send periodic logs to
the central server.
43
Since the monitoring tool is meant for tracking the uptime of all the desktops/laptops in
a CSC on a daily basis, the tool is required to be installed on at least one PC that would
be functioning regularly in the CSC. The monitoring tool also has the facility of
generating MIS reports as per the requirement of the user and raising an alarm on
occurrence of some predefined events.
44
7.0 CSC Infrastructure
SCAs are using different models across states. Currently the two models being used by
the SCA are – Employee model and Franchisee model. . In the Employee model, the
entire investment is incurred by the SCA. Post establishment of the CSC (along with all
the IT and non-IT infrastructure), the SCA appoints and trains a VLE who works as an
employee of the SCA and is responsible for managing the CSC. In the franchisee model,
SCA selects and trains the VLE, post which the VLE looks for space and purchases the
required equipment as per the mandate. In this model, all the investment is made by
the VLE himself, in some cases the SCA provides the infrastructure as well but the
payment is made by the VLE. Over a period of time, an optimal model is expected to
emerge wherein the roles and responsibilities (maintenance, creating awareness,
providing G2C services, etc.), commission percentage, etc. are defined in a manner that
best suit the CSC scheme.
As per the mandate, key infrastructure required for setting up a CSC includes:

Physical Infrastructure
o Floor area of approximately 150 to 200 sq. feet
o Illumination (Tube light/ bulbs)
o Ventilation (fans) and
o Furniture (Tables and chairs)

IT Infrastructure
o Desktop or Laptop in working condition
o Printer, scanner and other peripheral devices
“We
have
our
own
management
team.
We
manage
our
own
infrastructure. We have 3
level teams which manage
this task of providing
maintenance to the VLEs.
We provide these services
free of cost.”- SCA“
o Internet connection for Desktop or Laptop
Depending upon the model being followed, the SCAs also have dedicated teams looking
after provisioning of infrastructure and service/maintenance of infrastructure.
45
IT Infrastructure
IT infrastructure is strategic towards providing different services not only now but in
future too when G2C services get rolled out extensively. During the audit of the CSCs,
the average number of IT infrastructure in a working condition was found to be meeting
the benchmark. Average number of IT equipments found in working condition is given
below. These do not represent the number of equipments provided/purchased or
available at the CSC but is the number of equipments found to be in working condition.
While desktop/ laptops and printers just exceed the benchmark, the penetration of
other peripheral hardware such as webcams and photocopy machines was relatively
lower.
Units in working Condition
Mean
Desktop / Laptops
1.2
Printers
1.1
Webcams
0.5
Digital Cameras
0.6
Scanners
0.7
Photocopying Machines
0.5
CD / DVD Writers
0.9
Table 7: IT Equipment in Working Condition
SCAs have tied-up with different vendors for supplying the various equipments as well
as for maintaining them. In some cases, depending upon the business model, the
purchase of equipment is the responsibility of the VLE.
46
Figure 19: Internet Availability and Type of Connection
There are only about 3.3 million active internet users in rural India constituting 9% of
the total 36 million active internet users in India. Public shared access via focused
channels such as schools, CSCs etc is the way forward for providing a multiplier effect in
rural areas since few rural citizens can afford a device and broadband connection.
Internet connectivity not only aids in bridging the digital divide but also attracts users at
the initial stage itself by acting as source of entertainment and communication (email,
messenger, etc.). In addition, it will form the critical support/ access medium to provide
diverse set of B2C and G2C services.
47
During the survey it was found that as many as 68% of the CSCs have internet access.
Due to the non-availability of network of any ISP in majority of the areas where CSCs
have been established, most of the Internet owning CSCs had a VSAT connection. Wired
connection which is comparatively cheaper (excluding leased line), was present in only
32% of the cases.
Figure 20: Speed of Internet Connection
Rural citizens require high speed applications (telemedicine, e-education) the most but
can afford them the least. Among those owning an Internet connection, 54% were
found to have a less than 256 kbps speed connection. Reasons for such internet speed
includes limited affordability of the VLEs and relatively low penetration of services like
telemedicine, video conferencing (for education or agriculture purposes), distance
learning, etc that require high speed connectivity. The high incidence of narrowband
connection can be attributed to extensive use of VSAT (39%). Another reason is use of
other wireless options (29%) like data card which are currently low speed and less
reliable. According to some SCAs, VSAT connectivity and Data Card/USB connectivity do
provide a satisfactory solution in terms of speed/reliability but most VLEs are unable to
bear their high cost. However many SCAs are waiting for BSNL to lay its network rather
than opting for any other connectivity. The major argument in this regard is that BSNL is
the most economical option and it also provides satisfactory solutions in terms of
speed/reliability. After the recent Govt. decision to connect all Gram Panchayats by
48
optical fiber in the next 3 years, perhaps the connectivity problem should be resolved
soon.
Figure 21: Availability of Electricity
In 85% of the villages, minimum 6 hrs of electricity is available per day. However in
majority of cases, electricity in rural areas is supplied as per the agricultural demand i.e.
mainly during early morning hours.
Figure 22: Alternate Sources of Power
49
Considering the non-availability of regular supply of electricity in majority of the villages,
arrangements for power backup is a must for proper functioning of the CSCs. During the
survey, 85% of the CSCs had at least one alternate mode of power supply available
which was either UPS (single UPS for all computers or separate UPS for each computer)
or generator. Few SCAs have made it mandatory (or give preference) to have only
laptops in the CSCs as they are more energy efficient and have an in-built power backup.
With increasing electrification, the situation is expected to improve. In addition, the
operating expense on power backup is likely to reduce further thus increasing the VLE’s
net income.
50
Physical Infrastructure
Figure 23: Floor Area of the CSC
As per the mandate, floor area of the CSC should be at least 150-200 Sq. ft. In the audit,
it was found that the average floor area across the CSCs covered was 146 sq. ft. As per
the above chart, in 62% of the CSCs, the floor area was found to be 150 sq. ft. or less.
Thus, CSCs are almost in line with the benchmark stated by the Government.
For other physical infrastructure, average number of units found to be in working
condition during the audit, are given in the table below:
Observed in working condition
Tables / Desk
Chairs
Tube lights
Electric Lamps / Bulbs
Ceiling Fans
Table Fan
Television
Radio
Mobile
Mean number per CSC
2.1
2.9
1.6
1.6
1.2
1.3
1.2
1.4
1.4
Table 8: Physical Infrastructure found to be in Working Condition
51
New vs. Refurbished
Refurbished
9%
New
91%
Figure 24: Condition of the IT Equipment
In more than 90% of the cases, equipment available at the CSCs is new. Majority of the
SCAs only allow the deployment of 1st hand equipment in the CSCs. This goes in favor of
the CSC scheme, as new equipment enables provision of the services with higher
efficiency and more reliability. Also, it results in lower maintenance costs.
52
8.0 Awareness and Usage of CSCs
Figure 25: Awareness of CSC Initiative amongst various stakeholders
During the survey it was found that awareness about the CSC Scheme is highest
amongst village heads (46%) and lowest among citizens (19%).
Base
Yes
No
1674
45.9%
54.1%
Andhra Pradesh-CMS
51
58.8%
41.2%
Andhra Pradesh- Times
36
16.7%
83.3%
Assam-Zoom
45
71.1%
28.9%
Assam-SREI
46
71.7%
28.3%
Bihar-Zoom
55
14.5%
85.5%
Bihar-SREI
47
66.0%
34.0%
Bihar- SARK
58
39.7%
60.3%
Chhattisgarh-Zoom
36
13.9%
86.1%
Chhattisgarh- AISECT
39
20.5%
79.5%
Gujarat-CMS
110
53.6%
46.4%
Himachal Pradesh-Zoom
37
21.6%
78.4%
Himachal Pradesh-Tera Software
38
47.4%
52.6%
Jharkhand-Zoom
51
47.1%
52.9%
Jharkhand - AID
45
51.1%
48.9%
Jharkhand- UTL
54
53.7%
46.3%
Overall
53
Madhya Pradesh-CMS
91
7.7%
92.3%
Madhya Pradesh- Reliance
51
27.5%
72.5%
Madhya Pradesh- 3i
10
100.0%
.0%
Madhya Pradesh- NICT
30
60.0%
40.0%
Maharashtra-Spanco
27
81.5%
18.5%
Maharashtra-CMS
45
8.9%
91.1%
Maharashtra- Reliance
40
27.5%
72.5%
Manipur-Zoom
33
97.0%
3.0%
Meghalaya-BASIX
31
100.0%
.0%
Nagaland-Tera Software
10
30.0%
70.0%
Orissa-Zoom
47
89.4%
10.6%
Orissa-SREI
46
39.1%
60.9%
Orissa-BASIX
48
56.3%
43.8%
Rajasthan-Zoom
34
64.7%
35.3%
Rajasthan-CMS
41
65.9%
34.1%
Tamil Nadu-SREI
74
60.8%
39.2%
Uttar Pradesh-SREI
56
37.5%
62.5%
Uttar Pradesh-CMS
54
5.6%
94.4%
West Bengal-SREI
73
94.5%
5.5%
J&K- J&K Bank
27
.0%
100.0%
Uttarakhand- Reliance
58
8.6%
91.4%
Table 9: Number the charts Awareness amongst VHs about the CSC Scheme
The high level of awareness amongst village heads can be attributed to their
involvement in selection of the CSC location. Citizens - the most important beneficiaries
of the CSC Scheme need to be made more aware about the CSC Scheme. This can be
done through various modes of mass communication. Higher emphasis should be laid
on modes of communication more effective in rural areas like ‘nukkad nataks’, puppet
shows etc which are currently being used to a small extent.
54
Citizens
Village Head, Sarpanch, etc.
23%
From VLE or VLE initiative
16%
Newspaper
13%
Billboards/Posters
12%
Another Villager
12%
Radio
6%
Others
5%
From a government office/official
5%
Pamphlets
3%
From various NGOs
3%
Television
2%
Through some politician
1%
0%
5%
10%
15%
20%
25%
Figure 26: Source of Awareness Among Citizens
LLIIs
From the CSC operator/VLE
49%
Word of mouth
39%
Newspaper
19%
Village Head/Sarpanch
18%
From a government official/office
11%
Others
5%
Awareness programs like Nukkad Natak
3%
Newspaper
3%
Television
3%
0%
10%
20%
30%
40%
50%
60%
Figure 27: Source of Awareness Among LLIIs
Village heads (VHs) as opinion leaders play a vital role in creating awareness about any
product or service in rural areas. The Village head/Sarpanch and VLE emerged as the top
55
2 sources of awareness amongst citizens. Both VLEs as well as the government should
together create higher awareness and work more closely with the VHs to leverage their
high level of awareness and influence amongst the villagers. The reach of each CSC, in
terms of number of villages being catered to, will increase with increasing awareness.
Amongst LLIIs i.e. organizations at the local level like schools, Youth clubs, Aanganwadi,
NGOs/CSOs, SHGs etc. providing their services through CSCs - the VLEs and word of
mouth were the top two sources of awareness. Since awareness is a key concern, mass
media awareness programs from stakeholders other than the VLE could be considered.
VLE
Newspaper
Your relatives/Friends
From SCA
Village Head/Opinion Leader
Pamphlets
An existing VLE
Television
Through government …
Radio
Internet
0%
10%
20%
30%
40%
50%
Figure 28: VLE’s Source of Awareness about CSC Scheme
On asking about the first source from which the VLE came to know about the CSC
initiative - majority of the VLEs (42%) said newspaper followed by Relatives and Friends
(38%) and SCA (23%).
56
Figure 29: Usage of CSC amongst different stakeholders
Usage amongst Citizens
Amongst citizens, the usage was found to be as low at 4%.
Figure 30: Services Being Used by Citizens
Majority of the citizens have used services related to IT/Telecom - like mobile recharge,
DTP, Internet surfing etc followed by Commercial services like bio-data preparation,
matrimonial services etc (35%).
57
Reasons Behind Citizens Not Using CSC
Never felt the need of using services available
CSC/VLE is unavailable most of the time
44%
4%
Negative feedback
High Service charges
Traditional way is more convenient and reliable
2%
2%
Not allowed to use CSC due to caste
2%
CSC is too far from home
Non availability of services due to no internet
connectivity
Non availability of services due to power failure
Not aware of Services offered
Others
6%
6%
3%
3%
45%
20%
Table 10: Reasons behind Citizens Not Using CSC
The usage of any product or service depends on its awareness as well as its relevance.
Lack of awareness (45%) and non existence of a need to use the services available at the
CSCs (44%) are the two major reasons for low usage by citizens. This indicates that there
is a need to create higher awareness about all services available at the CSC and how
citizens can benefit from them. Also it implies that services currently available at the
CSCs are not entirely relevant to them (since they never felt the need to use those
services). Some of the SCAs are currently in the process of identifying more relevant
services that can be offered. Government Functionaries have cited frequent power cuts
as a common reason deterring CSC usage.
58
Figure 30: Services Being Provided Through CSCs
Talking about the services currently being provided through the CSCs, IT/Telecom
services tops the list with 88% of the CSCs offering them, followed by Commercial
services (72%). IT/Telecom related services and commercial services, which were found
to be most widely available service at the CSCs, are also the most widely availed/used
services. However, considering the proportion of CSCs offering finance (42%) and travel
(44%) related services, the level of usage by citizens is on a lower side. Only 4% of the
CSCs were found to be offering health or agricultural services.
59
Government services
Healthcare/ Telemedicine services
Commercial services
Data collection services
Entertainment
Financial services
Education services
Agricultural services
90%
51%
53%
41%
41%
55%
60%
66%
Table 11: Services in Demand by Citizens But Not Available – as per VLE
66% of the VLEs said that they are not offering agricultural service but the same are in
demand. Also 90% of the VLEs mentioned that people ask for government services
which are currently not available at their CSC.
When asked about preference between CSC and the traditional mode of service
delivery, more than half of the people preferred CSC over traditional mode.
Usage amongst LLIIs
LLIIs are the local level organizations like schools, Aanganwadi, NGO/CSO, etc. providing
their services through CSCs
Figure 31: Area of Operation of LLIIs using CSC
60
More than half of the LLIIs using the CSC Scheme belong to the education sector - these
mostly include schools and colleges.
Figure 32: Services Used by the LLIIs
More than half of the LLIIs covered in the survey belong to education sector - DTP
related services such printing, photocopying, photographs, etc. emerged as the most
used service amongst these LLIIs. However the next most used service among LLIIs was
found to be Internet which further builds up the case for internet connectivity. The
Internet will also serve as a medium for making more and more services available to the
rural LLIIs and from them to the citizens. Since more than 85% of the LLIIs using services
at the CSCs belong to either education (58%) or healthcare (27%), usage of IT (including
internet) and DTP services is likely to grow.
61
LLIIs
Less frequently
10%
Once in 3 months
4%
Once in 2 months
7%
Once a month
24%
2-3 times a month
26%
Once a week
12%
2-3 times a week
14%
Daily
3%
0%
5%
10%
15%
20%
25%
30%
Figure 33: Frequency of Using CSC – LLII
Usage of CSC cannot be determined by only asking if someone has ever used a CSC or
not. We also need to consider the frequency of usage also. To ensure regular visit at the
CSC it is essential that the services available at the CSC are either widely used (by most
of the people) or very frequently used. For e.g. usage of ‘Payment of Electricity Bill’ as a
service will be much more frequent than ‘Renewal of Driving License’ since payment of
electricity bill is made by almost every household every month/2 months as compared
to renewal of driving license which is used by very few people and that too once in 15
years (or so).
When we asked the LLIIs about their frequency of using the CSC, we found that a good
30% of the LLIIs who have ever used CSC use it at least once every week. 3% of the LLIIs
use CSC daily whereas 10% of the LLIIs use CSC less than once in 3 months.
As per 24% of LLIIs, Government services are in demand but unavailable at their CSC.
62
Total
Base
487
BFSI
7%
DTP Related
2%
Educational
16%
Health
12%
Bill Payment
11%
Government Services
24%
Internet
12%
Travel
5%
Employment
2%
Agriculture
2%
Others
6%
Table 12: Services in Demand But Not Available as per LLIIs
Figure 34: Reasons for Using CSC Scheme - LLIIs
63
Reasons For Not Using CSC - LLIIs
Distance of the CSC
Frequent power cuts
High service charges
Limited number of services
Total
14%
33%
14%
56%
Irrelevance of Services currently available
44%
Non-availability of CSC/VLE most of the time
12%
People of certain caste/religion are not allowed to use CSC
Behavior of the VLE
Knowledge level of the VLE
2%
8%
8%
Higher time taken for service delivery
8%
Lack of space available
Others
12%
4%
Table 13: Reasons for Not Using CSC - LLIIs
Talking about the triggers and barriers of using CSC by the LLIIs, Ease of access (78%),
Convenience (72%) and saving of time (63%) emerged as top 3 triggers, whereas limited
number of services (56%), irrelevance of services currently available (44%) and frequent
power cuts (33%) were the top 3 barriers to the CSC usage..
Currently, SCAs are focusing more on the National Level Service Provider (NLSPs) and
are not actively engaging with local level intervening institutions. LLIIs play a vital role
since they cater to citizen communities and hence more citizens’ lives can be benefitted
by the CSC Scheme
64
9.0 CSC Setup Process
Figure 35: Time taken for Setting up a CSC
About 40% of the VLEs claimed that their CSCs were established within 1 month from
the date of applying for the same. Duration of setting up a CSC depends on various
parameters like qualification of the VLE, VLE proficiency with computers, time taken for
arranging the space and infrastructure, etc. In cases where the VLE already had some
knowledge about managing a business and operating computers and thus was able to
arrange the infrastructure quickly the, CSC was established within 15 days time. Some
upper limit on setup time needs to be mandated by the Government so as to give more
confidence to potential VLEs and motivate them in participating in this scheme.
65
Figure 36: Initial Investment for Setting up a CSC
The investment required for setting up a CSC depends upon various factors such as type
of model being used by the SCA, infrastructure required at the CSC, condition of the
infrastructure (new or refurbished), etc. For e.g. since in Gujarat, the employee model is
being used via the eGram VishwaGram project, the average investment was found to be
lower as compared to other states 38% of the VLEs invested between Rs.20,000 to
Rs.50,000 as initial investment while 35% of the VLEs invested Rs.50,000 or more. On an
average, the investment required to set up a CSC was Rs 50,000.
Figure 37: Availability of Credit Scheme
66
In 84% of the cases, there was no credit scheme
available for the VLEs. As per a SCA, banks do not
provide a loan to the VLEs since they are unable to
provide any regular income proof. One of the SCA was
using its tie up with banks to help the VLEs in getting a
“Banks do not provide
loans to the VLEs…” –
SCA
“…we have tied up with the
banks and we help them to
get the loans...”- SCA
loan. In the years to come, perhaps as the business models optimize, a relatively lower
initial investment will help bring in VLEs from the weaker sections of the society.
However until then there is a need to increase availability of credit schemes at attractive
rates.
67
10.0 CSC Income and Expenditure of VLE
Mean: Rs 2576
Figure 38: Average Monthly Net Operating Income per CSC
As shown in the chart above, almost 3 out of every 4
VLEs are earning less than Rs. 3000 per month from
their CSC. This is the net operating income i.e. income
after accounting for all the expenses in operating and
managing the CSC which on an average is almost
“The share of the VLE in
the revenue from the Online
Services is anywhere in the
range of 75-90%. For
offline service, 100% is
transferred to the VLE” SCA
Rs.2600 per month per CSC. As the credibility and
number of services offered by the CSC add up, the average monthly net income will
increase at a much higher rate. During the course of the study we also came to know
that the revenue sharing model being used varies from SCA to SCA. Through the survey
we also captured the operating expenses for a VLE. From the data collected from
various CSCs, we came to know that almost 50% of the gross income from the CSC goes
into operating and maintenance expenses. The average operating expense of a CSC is
almost Rs.2700. On the lower side, the net operating income per CSC was found to be
68
below Rs 3000 while on the higher side it was above Rs 10,000 - the corresponding
operating and maintenance expense ranged between Rs 2400 to Rs 4000 per month.
Breakup of Operating expenses
Total Operating costs
Rs 2685
Maintenance Cost for PC and other IT infrastructure
22%
Maintenance cost for non IT infrastructure
12%
Rent for premise
13%
Staff cost
20%
Payment for Internet connection
8%
Electricity bill
7%
Power back up cost
6%
Regular payments made to SCA
9%
Cost on the loan
3%
Table 14: Breakup of CSC Operating Expenses
If we examine the breakup of operating expenses, the major portion of it is from the
maintenance cost of both IT and non-IT infrastructure followed by the staff cost and
rent for the premise. These costs collectively contribute around 2/3rd of the total
operating expense.
As per the VLEs, the income from the CSC is not sufficient for their families and this is
one of the reasons for majority of the VLEs having some other business as well. Also
some of the VLEs decided to opt out of the CSC scheme because of the insufficient
income generation from the CSC. As per the VLEs and the SCAs, income from the CSC
will improve once government services are made available at the CSCs and with
improvement in provision of internet, electricity, etc. We also know that as per the
citizens, services currently available at the CSC are not of much relevance to them since
they never felt the need to use services available at the CSC. Government services are
likely to increase the footfalls to the CSCs, which in turn would increase the usage of
services. As per some of the National Level Service Providers, availability of G2C services
at the CSCs would help in increased usage of their B2C services as well.
69
11.0 Aspects related to VLE Training
Once a VLE is appointed for a CSC, he needs to undergo training - a mandatory feature
across all the SCAs. The training is usually of 2 types:
1. An Introductory training that is provided to all the VLEs initially. This training varies
on the basis of knowledge level of the VLE and his/her background. Usually it consists
of information about - the CSC initiative, objectives of setting up a CSC, computer
basics and operations, managerial skills, entrepreneurship and services to be
provided through the CSC, etc.
2. Training related to new services as and when they are added to the existing bouquet
of services. In this training, VLEs are explained the new services in detail and taught
about how to deliver them to the citizens.
Duration of these trainings programmes vary from a few hours to about 15 days
depending upon the type of training and the skill and background of the VLE. For e.g.
someone who is PC literate would not need to undergo training on basics of computers
and how to use them. In most of the cases, SCAs do not charge any fee for imparting
training to the VLEs. This training is mostly provided by in-house trainers of the SCAs
since they do not consider external trainers to be adequately well versed with the CSC
model and concerns of the VLEs. Each batch for such training sessions consists of around
25 VLEs, however in some cases the batch size could go to as high as 55. Attendance is
generally very good at 95-100% and post completion of the training program, the SCA
issues a certificate to the VLEs.
70
No
45%
Yes
55%
Figure 39: Training imparted to VLE by SCA
Our analysis shows that more than half of the VLEs have received some kind of training
from the SCA. As new services get added, training programs are expected to increase.
For G2C services, it is advisable to make the training mandatory.
Yes
21%
No
79%
Figure 40: Any Amount Paid for Training
Generally the VLE does not have to pay any fees for training as it is covered in the initial
deposit most of the times and in some cases the SCAs charge a nominal amount. 79% of
the VLEs did not pay any amount for their training program i.e. all the entire cost of the
training was borne by the SCA. Who bears the training costs depends upon the business
model adopted. For example, in case of the employee model, the SCA bears the cost of
training and the only expense incurred by the VLE is related to travel and stay. Apart
from the SCA, the NLSPs also sometimes train the VLE in groups.
71
Base
576
2
1
20
23
0
28
13
10
7
34
16
19
15
14
28
1
12
5
14
23
0
2
28
28
1
12
34
27
8
12
55
33
5
37
3
6
Overall
Andhra Pradesh-CMS
Andhra Pradesh- Times
Assam-Zoom
Assam-SREI
Bihar-Zoom
Bihar-SREI
Bihar- SARK
Chhattisgarh-Zoom
Chhattisgarh- AISECT
Gujarat-CMS
Himachal Pradesh-Zoom
Himachal Pradesh-Tera Software
Jharkhand-Zoom
Jharkhand-AID
Jharkhand- UTL
Madhya Pradesh-CMS
Madhya Pradesh- Reliance
Madhya Pradesh- 3i
Madhya Pradesh- NICT
Maharashtra-Spanco
Maharashtra-CMS
Maharashtra- Reliance
Manipur-Zoom
Meghalaya-BASIX
Nagaland-Tera Software
Orissa-Zoom
Orissa-SREI
Orissa-BASIX
Rajasthan-Zoom
Rajasthan-CMS
Tamil Nadu-SREI
Uttar Pradesh-SREI
Uttar Pradesh-CMS
West Bengal-SREI
J&K- J&K Bank
Uttarakhand- Reliance
Yes
20.5%
50.0%
0.0%
10.0%
0.0%
0.0%
75.0%
46.2%
10.0%
0.0%
5.9%
31.3%
21.1%
6.7%
92.9%
10.7%
0.0%
16.7%
0.0%
0.0%
17.4%
0.0%
0.0%
10.7%
3.6%
100.0%
8.3%
2.9%
7.4%
0.0%
0.0%
27.3%
15.2%
0.0%
59.5%
66.7%
0.0%
Table 15: Whether VLE paid for the Training received
72
No
79.5%
50.0%
100.0%
90.0%
100.0%
0.0%
25.0%
53.8%
90.0%
100.0%
94.1%
68.8%
78.9%
93.3%
7.1%
89.3%
100.0%
83.3%
100.0%
100.0%
82.6%
0.0%
100.0%
89.3%
96.4%
0.0%
91.7%
97.1%
92.6%
100.0%
100.0%
72.7%
84.8%
100.0%
40.5%
33.3%
100.0%
Figure 41: VLE Satisfaction with Training Received
68% of the VLEs mentioned that they are satisfied (either somewhat satisfied or highly
satisfied) with the training provided to them by the SCA. Only 20% of the VLEs who
received the training were dissatisfied (either dissatisfied or highly dissatisfied with the
training). This satisfaction or dissatisfaction with the training includes all the aspects
related to the training including content, duration, quality of trainer, amount paid, etc.
The degree of satisfaction indicates the usefulness of training for the VLE in running the
CSC.
73
12.0 SCA & VLE Key Programme Planning & Implementation
Issues
We also probed the VLEs and SCAs about the
most important issues and difficulties being
faced by them. One of the major issues bought
up not only by VLEs and SCAs but by all
stakeholders is the lack of G2C services
amongst majority of the CSCs. As per the SCAs,
the whole model of CSC was based on
“Biggest problem is absence of
G2C services. If I only need to
provide B2C services then why I
need a government board for that. I
think this project has been taken up
too early as you don’t have a
backbone ready. If your basic
infrastructure is not ready, how you
can offer G2C services.” - SCA
availability of G2C services and low penetration of these services is having an impact on
the entire initiative. Currently, the revenue generated per CSC is below expectations.
This has led to surrender of the CSC by some VLEs. This also puts a doubt in the minds of
potential VLEs whether they would like to participate in this scheme. Due to nonavailability of the G2C services, footfalls at most CSCs are quite low. This has also
“If he gets G2C services, then his
income level and footfall of people
would increase and which would
have a positive effect on his other
services.” - SCA
resulted in low usage of B2C services and
therefore
several
National
Providers
(NLSPs)
have
level
restricted
Service
their
expansion plans and have put any new tie-ups
with the SCAs on hold for the time being. Since
the B2C services can be anyway offered by private players without govt. support there is
no incentive for a potential VLE to invest particularly in the CSC scheme. The launch of
G2C services will improve the quality of life for the rural citizens; result in greater
employment opportunities by attracting more people towards the job of a VLE and
generally helping in uplifting the rural masses.
Revenue viability gap funding is also a cause of concern for the SCAs. Rollout of funds by
the state/central government to the SCA was either claimed to be delayed or has not
been done. In some cases, SCAs claimed that not even a single Rupee has been given
74
out to them as of now. This is also one of the factors inhibiting the SCAs in setting up the
CSCs.
Internet connectivity is another major roadblock. Availability of Internet makes
provisioning of more and more B2C as well as G2C services possible. Currently the main
issue being faced by the SCAs in making the CSCs online is non-availability of Internet
services network in most rural areas. VSAT connectivity is available in several places but
it is much more expensive as compared to other modes and VLEs are currently not in a
position to afford it. Most of the SCAs are relying on BSNL for providing internet and are
waiting for BSNL to setup its network.
Dependence of CSC Scheme implementation on support from the district/block level
government officials has actually resulted in CSC rollouts being poor both in terms of
quality and quantity, in areas where the desired support was absent. As per the SCAs,
district officials fear that CSCs would reduce the power in their hands. While on the
other hand the government officials complain that in several cases there has been lack
of communication from the SCAs side.
Low penetration of banking services and exploitation at hands of loan sharks remains a
concern in rural areas. As a result rural India has mostly been dependant on non-formal
credit modes like local money lenders, chit funds, loan lotteries, etc. as an immediate
source for credit. However the interest rates are very high, sometimes even going up to
10 percent per month. Non-availability of credit scheme for the VLEs is a major barrier.
Some other issues being faced by the SCAs and VLEs include difficult terrain in some
locations, naxalite menace and lack of power/electricity. If these program planning and
implementation issues can be taken care of, the CSC initiative would be more effective
and result in increased sustainability of the CSCs - both existing and new.
75
13.0 Partnership between SCAs and NLSPs
The SCAs have tied-up with various National Level Service Providers (NLSPs) for
delivering B2C services. These NLSPs offer domain specific services (like banking,
insurance, mobile recharge of a specific operator etc.) as well as bouquet of services.
The CSC scheme represents a very large retail extension opportunity for banks and that
too in an organized form. This would enable achievement of their goals of financial
inclusion in rural India. Some NLSPs tie-up with various vendors on their own and act as
a one-stop-shop for the SCAs. These NLSPs directly associate with the SCA and the VLE
does not play any role in this. The same applies to the revenue sharing as well i.e. it is
between SCA and the NLSP directly. The SCAs in turn share the revenue with the VLE.
For small SCAs, the tie-up is normally for all the operational CSCs whereas for large SCAs
it varies as per the extent to which the SCAs are willing to partner. In some cases the tieup is for few selected states or even part of a state. In terms of services, the tie-up is
either for all the services being offered by the NLSP or only for selected services which
the SCAs think is more relevant for the citizens. Revenue sharing between the SCA and
the NLSP depends upon various parameters such as reach of the SCA, number of CSCs
functional, services framework in place, etc.
Some of the NLSPs are operating on a prepaid model in which the SCA needs to pay a
lump sum amount at the sign up stage. NLSPs use this model to minimize their risk and
to secure a minimum amount of revenue. From SCAs point of view this model is not
beneficial; they are not comfortable and even want to do away with it. This is more
prevalent in case of products since the SCA has to invest its own money to purchases
the product and distribute it amongst the VLEs. This means the SCA’s money is blocked
until the product is sold by the VLE.
SCAs expect the NLSPs to come up with services that are more relevant for the rural
citizens since it is likely to result in increased usage of CSC and thus higher income for
the VLE. Services currently available at the CSCs are more generic in nature and less
76
customized for the rural citizens. Currently charges for the services provided by the
NLSPs are competitive with those in the urban areas. Considering the low income level
and purchasing power in the rural areas, SCAs want the NLSPs to reduce the service
charges in order to boost usage. Since NLSPs do not have any network in majority of the
villages where these CSCs are being setup, they are unable to carry out any marketing
related activities to promote the usage of these services. These marketing related
activities are being taken care of by the VLE himself and the SCAs would like the NLSPs
to give certain benefits to the VLE in return.
From NLSPs point of view, the lack of proper distribution network amongst the SCAs is a
major need gap for them. The NLSPs also believe and understand that the low revenue
generation from the CSCs is directly related to the low penetration of G2C services
amongst majority of CSCs. No NLSP was found to be having any grievances with a VLE as
such.
77
14.0 Impact of the CSC Scheme on Government Functionaries (GFs)
For capturing the views of the Government Functionaries, we approached 58
government officials of the level of Collector, Deputy Collector, DM, ADM, DDO, Deputy
Commissioner, District information officer and CEO Zila Panchayat. Out of these 58
officials, 9 refused to give the interview. Of the remaining 49 officials, 36 were found to
be aware of the CSC scheme. In cases where the official contacted was not aware of the
initiative, we explained briefly about the CSC Scheme and post that again checked if the
official was familiar with the initiative.
Given the concerns of all stakeholders about the low penetration of G2C services, we
also took the government officials perspective. Different reasons have been cited by the
GFs for lack of G2C services. These are weak SWAN linkages, lack of computers and back
office processes, inadequate number of skilled employees, insufficient infrastructure
hardware, etc.
There is future potential in using the CSCs for internal purposes like data collection,
evaluation of new schemes, etc since most officials considered such usage as a good
idea that could be implemented in the later stages.
From the several discussions that we had with the SDAs, it can be inferred that SDAs are
not having any problem in getting financial support from the center. However, they do
face a lack of clarity on the amount to be disbursed by them.
“I have called the agency
several times....they are
not that responsive...” –
MP
“…I call them three times
and then they come
once…” – UP
“They have their office here
and we can call them
whenever we want” – HP
“They are in touch with
the BDO and SDM” –
Rajasthan
“They
have
never
contacted us after the first
workshop in November
2008” – Uttarakhand
78
We also conducted face to face interviews with 1674 Village Heads - government
functionaries at the local level. Their awareness level about the CSC Scheme was found
to be much higher than the citizens and the LLIIs. One of the major reasons for this
could be their educational level which is relatively higher than other villagers/rural
citizens. It can also be attributed to the fact that the first preference for location of the
CSC is given to the Panchayat office.
Awareness
46%
45%
44%
43%
42%
41%
40%
39%
38%
37%
Usage
46%
40%
Village Head
Figure 42: Awareness and Usage among Village Heads
In spite of higher awareness among village heads, their usage was found to be slightly
lower than that of LLIIs at an overall level as well as across almost all the states and
SCAs. As per the village heads, central location of the CSC (59%) and reasonable service
charges (58%) are the driving forces for usage of the CSCs.
Triggers to CSC Usage as per VH
Central location of the CSC
Integrated service delivery i.e. one stop shop
Reasonable service charge
Increased convenience
Better behavior of the staff at the CSC as compared to govt.
Reduced scope of corruption
Better service quality
Reduction in time required for service delivery
Reduced travel time
Create Awareness
Improved Services
Table 16: Triggers to CSC Usage as per VH
79
59%
37%
58%
54%
39%
39%
49%
40%
48%
6%
2%
The key hurdles to CSC usage as per the village heads are the limited number of services
currently being offered through the CSCs (55%) and Irrelevance of services available at
the CSC (37%). This suggests that if relevant services are offered through the CSCs at a
reasonable price, more people are likely to use CSCs due to increased convenience. On
the basis of services currently demanded by the citizens, G2C services must be a part of
this list of ‘relevant’ services that are made available at all the CSCs.
Barriers to CSC Usage as per VH
Long Distance of the CSC from neighboring villages
Frequent power cuts
High service charges
Limited number of services
Irrelevance of Services currently available
Non-availability of CSC/VLE most of the time
People of certain caste/religion are not allowed to use CSC
Behavior/Knowledge level of the VLE
Long waiting time for service delivery
Lack of Awareness
Others
Table 17: Barriers to CSC Usage as per VH
80
20%
29%
10%
55%
37%
10%
2%
9%
14%
8%
17%
ANNEXURE – I: High/ Low performing States and SCA Analysis
Average
CSC operational
58%
VLE Found
64%
Average
Availability of
electricity (Min. 6 Hrs.)
Any other initiative like
CSC
Weekly off of CSC
85%
No power backup
Refurbished
equipment
being used
Low Performing State
High Performing SCA
Low Performing SCA
Manipur (94%)
MP (27%)
UTL (91%)
AISECT (27%)
Manipur (94%)
MP (28%)
UTL (89%)
AISECT (27%)
High Performing State
Low Performing State
High Performing SCA
Low Performing SCA
Manipur (100%), Nagaland
(100%)
Bihar (57%)
Spanco (100%)
AID (53%)
AP (67%)
Uttarakhand (0%)
NICT (65%)
3i (0%), J&K (0%),
AISECT (0%)
Manipur (87%)
Meghalaya (0%),
Nagaland (0%)
SARK (92%)
AISECT (17%)
High Performing State
High Performing SCA
J&K (217)
Spanco (241)
AP (0%), Manipur (0%),
Nagaland (0%),
J&K (0%)
AID (0%)
3i (0%), J&K (0%)
UTL (0%), Times (0%)
Himachal Pradesh (0%),
Uttarakhand (0%)
Low Performing State
Low Performing SCA
Gujarat (100)
3i (50)
Himachal Pradesh (80%)
3i (0%)
AID (57%)
23%
46%
Average
Floor area of CSC
(Mean in sq ft)
High Performing State
146
15%
9%
81
Tera Software (47%)
West Bengal (23%)
Average
Laptop /Desktops in
working condition
(Mean)
1.2
Printers
(Mean)
1.1
Internet ownership
68%
High Performing State
Low Performing State
High Performing SCA
Low Performing SCA
Tamil Nadu (2.0), West
Bengal (2.0), J&K (2.0)
Jharkhand (0.7)
J&K (2.0)
SARK (0.6)
AP (2.0)
Jharkhand (0.6)
J&K (1.7)
AID(0.4)
Manipur (100%)
Meghalaya (25%)
Times (100%)
AID (6%)
High Performing State
Low Performing State
High Performing SCA
Low Performing SCA
Maharashtra (15%)
Orissa (74%)
Spanco (5%)
3i (100%)
Manipur (90%)
West Bengal (4%)
NICT (100%)
SARK (7%)
Manipur (84%)
West Bengal (2%)
NICT (100%)
SARK (4%)
High Performing State
Low Performing State
High Performing SCA
Low Performing SCA
Meghalaya (4%)
J&K (93%)
3i (20%)
J&K (93%)
Average
internet connections<
256 Kbps
54%
Installation of online
monitoring tool
36%
Registration of online
monitoring tool
29%
Average
Any other business
apart from running CSC
55%
82
Training Provided
Satisfaction with the
training
(Top 2 scores)
Meghalaya (100%)
AP (8%)
3i (100%)
Times (7%)
Manipur (100%) Meghalaya
(100%) Nagaland (100%)
Uttarakhand (100%)
AP (33%)
J&K (33%)
3i (100%)
Times (100%)
J&K (33%)
55%
68%
High Performing State
Low Performing State
High Performing SCA
Low Performing SCA
Tamil Nadu (67%)
Chhattisgarh (0%),
Manipur (0%),
Nagaland (0%),
Uttarakhand (0%)
Average
Availability of any
Credit Scheme
16%
3i (0%),
SREI (35%),
Spanco (35%)
UTL
(0%),
Times (0%),
AISECT
(0%)
High Performing State
Low Performing State
High Performing SCA
Low Performing SCA
Meghalaya (86%)
J&K (1%)
Basix (54%)
J&K (1%)
Meghalaya (100%)
J&K (0%)
3i (100%)
J&K (0%)
Meghalaya & Manipur
(100%)
J&K (2%)
3i (100%)
J&K (2%)
Average
Awareness Citizens
Awareness VH
Awareness LLII
19%
46%
40%
83
Average
High Performing State
Low Performing State
High Performing SCA
Low Performing SCA
Meghalaya (47%)
CSC usage among
Citizens
4%
CSC usage among VH
40%
Basix (23%)
Nagaland (100%)
CSC usage among LLII
42%
84
HP, J&K & Uttarakhand
(0%)
AID, AISECT and J&K
bank (0%)
HP, J&K & Uttarakhand
(0%)
3i (100%)
J&K bank & AISECT (0%)
Meghalaya (93%)
J&K (0%)
NICT (66%)
J&K bank (0%)
ANNEXURE – II: State and SCA wise Tables
VLE Related
VLE Gender- by State
Andhra
Pradesh
1092
39
90%
79%
Total
Answering Base
Male
Female
10%
Bihar
61
89%
81
95%
28
100%
78
99%
Himachal
Pradesh
67
81%
11%
5%
0%
1%
19%
21%
Total Jharkhand
Answering Base 1092
90%
Male
118
98%
10%
2%
Female
Assam
Chhattisgarh Gujarat
Madhya
Maharashtra Manipur Meghalaya Nagaland
Pradesh
53
88
31
28
5
94%
92%
97%
64%
40%
6%
8%
3%
36%
60%
Tamil
Nadu
Uttar
Pradesh
West
Bengal
61
61
67
47
14
40
90% 88%
66%
92%
94%
100%
93%
98%
Female 10% 12%
34%
8%
6%
0%
7%
3%
Total Orissa Rajasthan
Answering Base 1092 125
Male
J&K Uttarakhand
VLE Gender- by SCA
Total
Zoom
Answering Base
Male
1092
90%
224
90%
Tera
Software
36
78%
Female
10%
10%
22%
85
SREI
Spanco
AID
253
94%
27
81%
37
97%
6%
19%
3%
Answering
Base
Male
Female
Total
CMS
BASIX
Reliance
3i
J&K
1092
90%
195
85%
69
81%
94
97%
5
80%
14
93%
10%
15%
19%
3%
20%
7%
Answering Base
Male
Total
1092
90%
SARK
43
93%
UTL
50
98%
Times
14
79%
AISECT
12
100%
NICT
19
100%
Female
10%
7%
2%
21%
0%
0%
SEC OF VLE – By State
Answering Base
SEC - R1
933
84%
Andhra
Pradesh
32
94%
SEC - R2
12%
6%
9%
1%
12%
24%
14%
SEC - R3
SEC - R4
SEC - R5
2%
1%
0%
0%
0%
0%
2%
0%
0%
0%
0%
0%
8%
0%
0%
8%
5%
0%
0%
0%
0%
Total
Total Jharkhand
Answering Base
SEC - R1
SEC - R2
SEC - R3
SEC - R4
SEC - R5
933
84%
12%
2%
1%
0%
93
69%
20%
4%
6%
0%
Assam
Bihar
55
89%
70
99%
26
81%
38
63%
Himachal
Pradesh
57
86%
Chhattisgarh Gujarat
Madhya
Maharashtra Manipur Meghalaya Nagaland
Pradesh
40
74
31
25
5
78%
95%
68%
68%
100%
18%
4%
26%
28%
0%
3%
1%
0%
0%
0%
3%
0%
3%
4%
0%
0%
0%
3%
0%
0%
86
Orissa
119
84%
11%
4%
0%
1%
Uttar
Pradesh
65
94%
West
Bengal
46
78%
J&K
Uttarakhand
44
93%
Tamil
Nadu
59
80%
14
93%
40
90%
12%
7%
12%
5%
20%
7%
8%
2%
1%
0%
0%
0%
0%
5%
2%
2%
2%
0%
0%
0%
2%
0%
0%
0%
0%
3%
0%
0%
Total
Rajasthan
Answering Base
SEC - R1
933
84%
SEC - R2
SEC - R3
SEC - R4
SEC - R5
SEC OF VLE – By SCA
Total
Zoom
Tera
SREI
Spanco
AI D
Answering Base
933
196
33
239
27
31
SEC - R1
84%
85%
94%
87%
93%
55%
SEC - R2
12%
12%
6%
10%
7%
29%
SEC - R3
2%
2%
0%
2%
0%
0%
SEC - R4
1%
1%
0%
1%
0%
16%
SEC - R5
0%
1%
0%
0%
0%
0%
Total
CMS
BASIX
Reliance
3i
J&K
132
62
84
5
14
Answering Base
933
SEC - R1
84%
84%
69%
90%
80%
93%
SEC - R2
12%
11%
23%
6%
20%
7%
SEC - R3
2%
3%
5%
2%
0%
0%
SEC - R4
1%
2%
2%
1%
0%
0%
SEC - R5
0%
0%
2%
0%
0%
0%
87
Total
SARK
UTL
Times
AISECT
NICT
Answering Base
933
38
39
9
12
12
SEC - R1
84%
97%
67%
100%
83%
67%
SEC - R2
12%
3%
21%
0%
8%
25%
SEC - R3
2%
0%
10%
0%
8%
8%
SEC - R4
1%
0%
3%
0%
0%
0%
SEC - R5
0%
0%
0%
0%
0%
0%
Education of VLE – By State
Total
AP
Assam
Bihar
Chhattis
garh
Gujarat
HP
Jhar
khand
1051
36
61
78
28
79
64
105
Class 5 – 9
3%
3%
0%
6%
0%
5%
0%
7%
SSC/HSC
32%
28%
38%
35%
43%
34%
38%
43%
Some college (including a
dip.) but not graduate
12%
17%
13%
1%
0%
17%
9%
13%
Graduate: General
41%
42%
44%
53%
32%
39%
36%
32%
Post Graduate General
9%
8%
2%
4%
25%
3%
16%
3%
Graduate/Post Graduate:
Professional
4%
3%
3%
1%
0%
1%
0%
1%
Answering Base
88
Total
MP
Mahara
shtra
Manipur
Meghalaya
Nagaland
1051
47
88
31
27
5
Class 5 – 9
3%
4%
1%
0%
7%
0%
SSC/HSC
32%
11%
25%
23%
19%
40%
Some college (including a
dip.) but not graduate
12%
15%
13%
0%
37%
0%
Graduate: General
41%
49%
40%
71%
30%
40%
Post Graduate General
9%
19%
16%
3%
7%
0%
Graduate/Post Graduate:
Professional
4%
2%
6%
3%
0%
20%
Answering Base
Total
Orissa
Raja
sthan
Tamil
nadu
Uttar
Pradesh
West
Bengal
J&K
Uttara
khand
1051
124
51
59
67
47
14
40
Class 5 – 9
3%
1%
0%
2%
3%
2%
0%
3%
SSC/HSC
32%
19%
28%
37%
27%
36%
50%
58%
Some college (including
dip.) but not graduate
12%
20%
20%
9%
2%
11%
7%
8%
Graduate: General
41%
48%
35%
34%
34%
43%
36%
28%
Post Graduate General
9%
6%
12%
9%
25%
9%
7%
3%
Graduate/Post Graduate:
Professional
4%
6%
6%
10%
9%
0%
0%
3%
Answering Base
89
Education of VLE – By SCA
Total
Zoom
Tera
Software
SREI
Spanco
AID
CMS
Answering Base
1051
218
34
249
27
31
187
Class 5 – 9
3%
1%
0%
3%
4%
16%
3%
SSC/HSC
32%
27%
62%
33%
26%
61%
27%
Some college (including a
dip.) but not graduate
12%
11%
9%
9%
7%
10%
16%
Graduate: General
41%
49%
24%
39%
33%
13%
39%
Post Graduate General
9%
10%
3%
11%
19%
0%
10%
Graduate/Post Graduate:
Professional
4%
3%
3%
4%
11%
0%
5%
Total BASIX Reliance
Answering Base 1051
3i
J&K
Bank
SARK
UTL
Times AISECT NICT
68
93
5
14
42
43
13
12
15
Class 5 – 9
3%
3%
2%
0%
0%
2%
5%
0%
0%
7%
SSC/HSC
32%
19%
39%
0%
50%
31%
30%
31%
42%
13%
25%
12%
20%
7%
0%
16%
15%
0%
20%
43%
38%
40%
36%
60%
40%
46%
33%
47%
9%
7%
7%
40%
7%
5%
5%
8%
25%
13%
4%
2%
3%
0%
0%
2%
2%
0%
0%
0%
Some college
(including a dip.) 12%
but not graduate
Graduate:
41%
General
Post Graduate
General
Graduate/Post
Graduate:
Professional
90
Investment in setting up a CSC – By States
Total
Andhra
Pradesh
Assam
Bihar
936
38
61
69
28
60
66
9%
3%
13%
1%
11%
87%
2%
Rs.10,000 - <Rs. 20,000
17%
5%
5%
1%
46%
2%
39%
Rs. 20,000 - <Rs. 50,000
38%
21%
52%
87%
7%
0%
9%
Rs. 50,000 - < Rs. 100,000
20%
37%
21%
7%
18%
2%
41%
Rs. 100,000 – Rs. 200,000
10%
34%
5%
1%
0%
0%
8%
> Rs. 200,000
5%
0%
3%
1%
18%
0%
2%
Refused
2%
0%
0%
0%
0%
10%
0%
49,483
85,714
57,164
40,341
155,500
7,688
56,730
Base
< Rs. 10,000
Mean
Chhattisgarh Gujarat
HP
Total
Jharkhand
Base
MP Maharashtra Manipur Meghalaya Nagaland Orissa
936
89
46
77
31
3
4
95
9%
1%
2%
3%
6%
0%
25%
5%
Rs.10,000 - <Rs. 20,000
17%
30%
20%
14%
39%
0%
0%
15%
Rs. 20,000 - <Rs. 50,000
38%
56%
15%
19%
23%
0%
50%
45%
Rs. 50,000 - < Rs. 100,000
20%
6%
17%
12%
32%
67%
25%
28%
Rs. 100,000 – Rs. 200,000
10%
4%
24%
21%
0%
0%
0%
3%
> Rs. 200,000
5%
2%
15%
26%
0%
0%
0%
0%
Refused
2%
0%
7%
5%
0%
33%
0%
3%
49,483
53,154
46,818
79,444
36,295
55,000
< Rs. 10,000
Mean
91
26,667 37,983
Total
936
Rajasthan
55
Tamil
Nadu
59
Uttar
Pradesh
60
West
Bengal
46
J&K
13
Uttarakh
and
36
9%
5%
0%
7%
0%
0%
0%
Rs.10,000 - <Rs. 20,000
17%
9%
0%
0%
2%
0%
89%
Rs. 20,000 - <Rs. 50,000
38%
18%
58%
65%
63%
31%
11%
Rs. 50,000 - < Rs. 100,000
20%
38%
20%
7%
24%
69%
0%
Rs. 100,000 – Rs. 200,000
10%
24%
19%
20%
9%
0%
0%
> Rs. 200,000
5%
5%
3%
2%
2%
0%
0%
Refused
2%
0%
0%
0%
0%
0%
0%
49,483
89,633
74,454
63,095
41,630
48,462
13,322
Base
< Rs. 10,000
Mean
Investment in setting up a CSC – by SCA
Total
Zoom
Tera
SREI
Spanco
AID
CMS
936
217
34
243
26
15
157
17
87
5
9%
6%
6%
1%
0%
0%
35%
29%
2%
20%
17%
39%
29%
0%
0%
7%
3%
0%
59%
0%
38%
22%
21%
67%
4%
67%
11%
29%
21%
60%
20%
27%
32%
20%
4%
7%
20%
24%
10%
0%
10%
3%
9%
10%
31%
13%
20%
0%
5%
0%
> Rs. 200,000
5%
2%
3%
2%
54%
7%
4%
0%
3%
0%
Refused
2%
0%
0%
0%
8%
0%
6%
18%
0%
20%
49,483
43,649
78,796
51,000
23,231
20,034
27,500
Base
< Rs. 10,000
Rs.10,000 <Rs. 20,000
Rs. 20,000 <Rs. 50,000
Rs. 50,000 - <
Rs. 100,000
Rs. 100,000 –
Rs. 200,000
Mean
55,979 114,500 66,000
92
BASIX Reliance
3i
Total
J&K
SARK
UTL
Times
AISECT
NICT
Base
936
13
36
43
14
12
17
< Rs. 10,000
9%
0%
3%
2%
7%
8%
0%
17%
0%
3%
0%
7%
25%
0%
38%
31%
89%
84%
43%
17%
6%
20%
69%
3%
9%
21%
17%
6%
10%
0%
0%
5%
21%
0%
59%
> Rs. 200,000
5%
0%
3%
0%
0%
33%
29%
Refused
2%
0%
0%
0%
0%
0%
0%
49,483
48,462
36,786
40,556
26,667
105,833
150,000
Rs.10,000 - <Rs.
20,000
Rs. 20,000 - <Rs.
50,000
Rs. 50,000 - < Rs.
100,000
Rs. 100,000 – Rs.
200,000
Mean
Availability of any Credit Scheme– by States
Total
Andhra
Pradesh
Assam
Bihar
Chhattisgarh
Gujarat
HP
Base
941
37
59
47
28
65
66
Yes
16%
8%
14%
4%
0%
2%
3%
No
84%
92%
86%
96%
100%
98%
97%
Total
Jharkhand MP
Maharashtra Manipur Meghalaya Nagaland Orissa
Base
941
79
42
81
31
27
5
112
Yes
16%
4%
5%
22%
0%
37%
0%
33%
No
84%
96%
95%
78%
100%
63%
100%
67%
93
Total
Uttar
Rajasthan Tamil Nadu Pradesh
West Bengal
J&K
Uttarak
hand
Base
941
50
60
58
45
13
36
Yes
16%
24%
67%
2%
18%
8%
0%
No
84%
76%
33%
98%
82%
92%
100%
Availability of any Credit Scheme – by SCAs
Total
Zoom
Tera
SREI
Spanco
AID
CMS
Base
941
208
35
232
26
14
158
58
86
5
Yes
16%
4%
6%
35%
35%
21%
12%
26%
7%
0%
No
84%
96%
94%
65%
65%
79%
88%
74%
93%
100%
BASIX Reliance
3i
Total
J&K
SARK
UTL
Times
AISECT
NICT
Base
941
13
24
41
13
12
16
Yes
16%
8%
4%
0%
0%
0%
13%
No
84%
92%
96%
100%
100%
100%
88%
94
Operating Expenses*: By State
Answering Base
Mean (in Rs.)
Total
Andhra
Pradesh
Assam
Bihar
633
28
46
24
16
14
44
38
2685
3441
3363
2558
2631
1175
2017
1698
Orissa
Rajasthan
Total
Answering Base
Mean (in Rs.)
Himachal
Jharkhand
Pradesh
Chhatisgarh Gujarat
Madhya
Maharashtra Manipur Meghalaya Nagaland
Pradesh
633
31
35
31
22
3
76
45
2685
2338
5200
2623
2255
2667
1493
3570
Total
Tamil Nadu
Uttar
Pradesh
West
Bengal
J&K
Uttarakhand
633
57
45
47
10
21
2685
2761
3374
3144
2700
1138
Total
Zoom
Tera
Software
SREI
Spanco
AID
Answering Base
633
139
30
209
15
6
Mean (in Rs.)
2685
2411
2382
2888
4460
1217
Total
CMS
BASIX
Reliance
3i
J&K
Answering Base
633
71
40
56
4
10
Mean (in Rs.)
2685
3057
1674
3078
450
2700
Total
SARK
UTL
Times
AISECT
NICT
Answering Base
633
7
21
9
7
9
Mean (in Rs.)
2685
2600
2205
2167
3014
2778
Answering Base
Mean (in Rs.)
95
Average Monthly CSC income State Wise
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
Himachal
Pradesh Jharkhand
Answering Base
654
35
56
35
13
22
32
38
Less than Rs 3,000
74%
37%
70%
71%
77%
91%
72%
87%
Rs 3,001-Rs 5,000
14%
54%
23%
17%
8%
9%
3%
11%
Rs 5,001-Rs 7,500
7%
9%
4%
3%
8%
0%
9%
0%
Rs 7,501-Rs 10,000
3%
0%
0%
3%
8%
0%
9%
3%
2%
0%
4%
6%
0%
0%
6%
0%
2,576
3,264
2,643
2,900
2,615
1,727
3,391
1,954
More than Rs
10,000
Mean
Total
Madhya
Pradesh Maharashtra
Manipur Meghalaya Nagaland
Orissa
Rajasthan
Answering Base
654
36
25
31
28
3
89
38
Less than Rs 3,000
74%
78%
72%
19%
75%
100%
91%
87%
Rs 3,001-Rs 5,000
14%
11%
4%
16%
14%
0%
6%
5%
Rs 5,001-Rs 7,500
7%
11%
16%
36%
11%
0%
1%
5%
Rs 7,501-Rs 10,000
3%
0%
4%
19%
0%
0%
1%
0%
More than Rs
10,000
Mean
2%
0%
4%
10%
0%
0%
1%
3%
2,576
2,306
3,090
6,056
2,366
1,500
1,899
2,171
Answering Base
Less than Rs
3,000
Rs 3,001-Rs 5,000
Rs 5,001-Rs 7,500
Rs 7,501-Rs
10,000
More than Rs
10,000
Mean
Total
Tamil
Nadu
Uttar
Pradesh
West
Bengal
J&K
Uttarakhand
654
51
50
45
12
15
74%
78%
74%
76%
92%
73%
14%
12%
22%
18%
0%
13%
7%
10%
2%
7%
0%
7%
3%
0%
2%
0%
8%
7%
2%
0%
0%
0%
0%
0%
2,576
2,260
2,290
2,261
2,104
2,633
96
Average Monthly CSC income SCA Wise
Total
Zoom
Tera Software
SREI
Spanco
AID
Answering Base
654
140
23
219
17
6
Less than Rs 3,000
74%
73%
61%
77%
71%
67%
Rs 3,001-Rs 5,000
14%
12%
4%
15%
6%
33%
Rs 5,001-Rs 7,500
7%
9%
13%
6%
18%
0%
Rs 7,501-Rs 10,000
3%
4%
13%
1%
0%
0%
More than Rs 10,000
2%
2%
9%
2%
6%
0%
Mean
2,576
2,757
4,130
2,404
3,132
2,333
Total
CMS
BASIX
Reliance
3i
Answering Base
654
79
54
36
5
J&K
12
Less than Rs 3,000
74%
67%
82%
72%
100%
92%
Rs 3,001-Rs 5,000
14%
25%
13%
17%
0%
0%
Rs 5,001-Rs 7,500
7%
6%
6%
6%
0%
0%
Rs 7,501-Rs 10,000
3%
0%
0%
6%
0%
8%
More than Rs 10,000
2%
1%
0%
0%
0%
0%
Mean
2,576
2,573
2,088
2,583
1,500
2,104
Average Monthly CSC income SCA Wise
Total
SARK
UTL
Times
AISECT
NICT
Answering Base
654
13
18
11
8
13
Less than Rs 3,000
74%
77%
89%
64%
63%
69%
Rs 3,001-Rs 5,000
14%
8%
6%
36%
13%
0%
Rs 5,001-Rs 7,500
7%
0%
0%
0%
13%
31%
Rs 7,501-Rs 10,000
3%
8%
6%
0%
13%
0%
More than Rs 10,000
2%
8%
0%
0%
0%
0%
Mean
2,576
3,096
2,042
2,409
3,313
2,962
97
Training provided to VLE by SCA: By States
Total
Answering
1046
Base
VLEs
55%
Trained
Jharkha
nd
MP
Maha
Manipur
rashtra
66
95
51
88
31
53%
62%
65%
28%
94%
Assam
Bihar
38
61
79
28
77
8%
71%
56%
50%
44%
Rajas
than
Tamil
Nadu
Uttar
Pradesh
West
Bengal
J&K
Uttra
khand
Total Meghalaya
Answering
1046
Base
VLEs
55%
Trained
Chhatis
Gujarat HP
garh
AP
Nagal
Orissa
and
28
5
117
56
60
67
46
13
40
100%
20%
62%
36%
93%
57%
78%
23%
15%
Training provided to VLEs by SCA: by SCA
Total
Zoom
Tera
Software
SREI
Spanco
AID
CMS
BASIX
Answering
Base
1046
218
35
250
27
17
190
62
% of VLEs
Trained
55%
50%
57%
85%
85%
82%
28%
89%
Total
Reliance
3i
J&K Bank
SARK
UTL
Times
AISECT
NICT
Answering
Base
1046
94
5
13
42
48
14
12
19
% of VLEs
Trained
55%
21%
100%
23%
31%
63%
7%
50%
79%
98
If any amount paid for training- by State
Answering Base
Yes
No
Answering Base
Yes
No
Total
Andhra
Pradesh
Assam
Bihar
Chhattisgarh
Gujarat
Himachal
Pradesh
572
21%
79%
3
33%
67%
43
5%
95%
41
66%
34%
14
7%
93%
34
6%
94%
35
26%
74%
Total
Jharkhand
Madhya
Pradesh
Maharashtra
Manipur
Meghalaya
Nagaland
572
21%
79%
57
30%
70%
32
6%
94%
25
16%
84%
28
11%
89%
28
4%
96%
1
100%
0%
Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal
Answering Base
J&K
Uttarakhand
572
73
20
55
38
36
3
6
Yes
21%
5%
0%
27%
13%
61%
67%
0%
No
79%
95%
100%
73%
87%
39%
33%
100%
If any amount paid for training- by SCA
Answering Base
Yes
No
Answering Base
Yes
No
Answering Base
Yes
No
Total
572
21%
79%
Zoom
107
12%
88%
Tera Software
20
25%
75%
SREI
209
31%
69%
Spanco
23
17%
83%
AID
14
93%
7%
Total
572
21%
79%
CMS
54
6%
94%
BASIX
55
5%
95%
Reliance
20
10%
90%
3i
5
0%
100%
J&K
3
67%
33%
AISECT
6
0%
100%
NICT
14
0%
100%
Total
572
21%
79%
SARK
13
46%
54%
UTL
28
11%
89%
99
Times
1
0%
100%
Satisfaction with the training provided: By state
Highly satisfied
Somewhat
satisfied
570
27%
41%
Nagaland
3
43
42
14
33
35
57
33
25
29
27
1
33%
30%
10%
36%
18%
26%
11%
24%
24%
41%
33%
0%
0%
40%
50%
21%
36%
49%
25%
52%
28%
59%
67%
100%
Orissa
73
53%
33%
Rajasthan
20
30%
50%
Tamil Nadu
56
21%
55%
5%
11%
7%
Uttar Pradesh
35
40%
23%
14%
3%
20%
West Bengal
35
9%
34%
14%
11%
31%
3
6
0%
33%
33%
67%
67%
0%
0%
0%
0%
0%
Tera Software
20
35%
45%
5%
5%
10%
SREI
208
25%
41%
13%
6%
15%
Spanco
23
26%
26%
22%
13%
13%
CMS
53
19%
38%
23%
8%
13%
BASIX
54
44%
52%
2%
0%
2%
Base
Total
Andhra Pradesh
Assam
Bihar
Chhattisgarh
Gujarat
Himachal Pradesh
Jharkhand
Madhya Pradesh
Maharashtra
Manipur
Meghalaya
J&K
Uttarakhand
Neither satisfied nor
dissatisfied
Somewhat
dissatisfied
Highly
dissatisfied
12%
6%
13%
33%
16%
17%
21%
24%
17%
7%
15%
20%
0%
0%
0%
33%
0%
5%
21%
9%
3%
16%
0%
12%
0%
0%
0%
0%
14%
19%
0%
12%
6%
42%
9%
16%
0%
0%
0%
8%
3%
3%
10%
5%
5%
Satisfaction with the training provided: By SCA
Total
570
Total Operational
27%
Highly satisfied
41%
Somewhat satisfied
Neither satisfied nor dissatisfied 12%
6%
Somewhat dissatisfied
13%
Highly dissatisfied
Zoom
108
32%
38%
11%
6%
12%
Total
570
Total Operational
27%
Highly satisfied
41%
Somewhat satisfied
Neither satisfied nor dissatisfied 12%
6%
Somewhat dissatisfied
13%
Highly dissatisfied
AID
14
21%
14%
14%
29%
21%
100
Reliance
20
15%
60%
5%
0%
20%
Satisfaction with the training provided: By SCA
Total Operational
Highly satisfied
Somewhat satisfied
Neither satisfied nor dissatisfied
Somewhat dissatisfied
Highly dissatisfied
Total
570
27%
41%
12%
6%
13%
Total
570
Total Operational
27%
Highly satisfied
41%
Somewhat satisfied
Neither satisfied nor dissatisfied 12%
6%
Somewhat dissatisfied
13%
Highly dissatisfied
3i
5
20%
80%
0%
0%
0%
J&K
3
0%
33%
67%
0%
0%
SARK
12
8%
58%
8%
0%
25%
Times
1
100%
0%
0%
0%
0%
AISECT
6
50%
33%
17%
0%
0%
NICT
15
40%
40%
20%
0%
0%
UTL
28
11%
36%
7%
14%
32%
Any other business apart from running CSC- by State
Total
Answering Base
Yes
No
944
55%
45%
Total
Answering Base
Yes
No
Answering Base
Yes
No
944
55%
45%
Andhra
Pradesh
37
59%
41%
Assam
60
50%
50%
Jharkhand
88
49%
51%
Madhya
Pradesh
44
45%
55%
Bihar
64
59%
39%
Chhattisgarh
22
64%
36%
Maharashtra Manipur
69
31
75%
39%
25%
61%
Gujarat
65
45%
55%
Meghalaya
27
4%
96%
Himachal
Pradesh
66
77%
23%
Nagaland
5
20%
80%
Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K Uttarakhand
944 114
53
56
51
46
14
32
55% 64%
47%
57%
39%
39%
93%
84%
45% 36%
53%
43%
61%
61%
7%
16%
101
Any other business apart from running CSC- by SCA
Answering Base
Yes
No
Answering Base
Yes
No
Answering Base
Yes
No
Total
944
55%
45%
Zoom
213
56%
44%
TeraSoftware
35
89%
11%
Total
944
55%
45%
CMS
147
51%
49%
BASIX
59
36%
64%
Reliance
83
75%
25%
Total
944
55%
45%
SARK
34
56%
44%
UTL
40
38%
63%
Times
13
46%
54%
102
SREI
234
51%
48%
Spanco
25
76%
24%
AID
17
59%
41%
3i
5
20%
80%
J&K
14
93%
7%
AISECT
9
22%
78%
NICT
16
50%
50%
Duration for setting up a CSC after applying – by States
Total
Andhra
Pradesh
Assam
Bihar
Chhattisgarh
Gujarat
HP
892
38
58
52
28
59
52
Less than 15 days
18%
11%
7%
25%
18%
24%
25%
15 days – 1 month
22%
18%
17%
25%
18%
34%
17%
1 – 2 months
18%
21%
31%
17%
7%
14%
40%
2- 3 months
11%
16%
12%
6%
0%
12%
12%
3 - 6 months
15%
18%
31%
6%
4%
5%
4%
> 6 months
16%
16%
2%
21%
54%
12%
2%
Base
Duration for setting up a CSC after applying – by States
Total
Jharkhand
MP
892
83
43
66
31
28
4
101
Less than 15 days
18%
10%
28%
6%
3%
21%
0%
31%
15 days – 1 month
22%
18%
23%
11%
39%
64%
0%
26%
1 – 2 months
18%
14%
14%
11%
55%
11%
75%
29%
2- 3 months
11%
11%
16%
14%
0%
4%
25%
8%
3 - 6 months
15%
18%
12%
26%
0%
0%
0%
5%
> 6 months
16%
29%
7%
33%
3%
0%
0%
2%
Base
103
Maharashtra Manipur Meghalaya Nagaland
Orissa
Duration for setting up a CSC after applying – by States
Total
Base
892
Rajasthan Tamil Nadu
Uttar
Pradesh
West Bengal
J&K
Uttarakhand
54
60
52
46
13
24
Less than 15 days
18%
43%
20%
4%
0%
23%
8%
15 days – 1 month
22%
39%
15%
4%
2%
8%
33%
1 – 2 months
18%
9%
10%
8%
7%
8%
13%
2- 3 months
11%
6%
18%
19%
9%
15%
25%
3 - 6 months
15%
2%
25%
38%
37%
46%
8%
> 6 months
16%
2%
12%
27%
46%
0%
13%
104
Duration for setting up a CSC after applying – by SCAs
Total
Zoom
Tera
SREI
Spanco
AID
CMS
892
192
31
237
26
13
139
58
73
5
Less than 15
days
18%
16%
16%
13%
4%
15%
25%
28%
10%
20%
15 days – 1
month
22%
34%
13%
11%
8%
0%
22%
47%
21%
60%
1 – 2 months
18%
24%
45%
17%
19%
38%
13%
17%
11%
0%
2- 3 months
11%
6%
16%
13%
23%
23%
14%
5%
18%
20%
3 - 6 months
15%
8%
6%
27%
31%
23%
14%
2%
14%
0%
> 6 months
16%
12%
3%
19%
15%
0%
13%
2%
27%
0%
Base
BASIX Reliance
3i
Duration for setting up a CSC after applying – by SCAs
Total
J&K
SARK
UTL
Times
AISECT
NICT
892
13
23
40
14
12
16
Less than 15 days
18%
23%
26%
10%
21%
33%
50%
15 days – 1 month
22%
8%
30%
18%
36%
8%
13%
1 – 2 months
18%
8%
17%
18%
29%
0%
19%
2- 3 months
11%
15%
4%
8%
7%
0%
6%
3 - 6 months
15%
46%
9%
13%
0%
8%
0%
> 6 months
16%
0%
13%
35%
7%
50%
13%
Base
105
Source of awareness for VLE: By SCA
Total
Zoom
Tera
SREI
Spanco
AID
Answering Base
1011
216
35
242
27
21
Newspaper
42%
48%
29%
45%
96%
33%
Your relatives/friends
38%
47%
43%
38%
30%
29%
From SCA
23%
27%
14%
17%
22%
10%
Village head/opinion
leader
12%
13%
11%
7%
7%
10%
An existing VLE
7%
6%
9%
7%
7%
5%
Pamphlets
7%
6%
0%
12%
7%
10%
Television
5%
6%
9%
5%
19%
19%
Radio
3%
1%
0%
2%
0%
62%
Through Government
Sources
3%
0%
3%
4%
0%
0%
Internet
1%
1%
6%
0%
0%
0%
Total
CMS
BASIX
Reliance
3i
J&K
Answering Base
1011
184
60
92
5
13
Newspaper
42%
36%
33%
37%
0%
62%
Your relatives/friends
38%
32%
30%
42%
0%
46%
From SCA
23%
28%
33%
24%
60%
0%
Village head/opinion
leader
12%
19%
27%
5%
60%
15%
An existing VLE
7%
3%
23%
2%
0%
8%
Pamphlets
7%
4%
8%
1%
20%
8%
Television
5%
3%
2%
4%
0%
15%
Radio
3%
4%
0%
0%
0%
0%
Through Government
Sources
3%
6%
2%
1%
0%
0%
Internet
1%
3%
0%
1%
0%
0%
106
Total
SARK
UTL
Times
AISECT
NICT
Answering Base
1011
29
43
14
12
18
Newspaper
42%
28%
30%
57%
25%
44%
Your relatives/friends
38%
31%
47%
29%
25%
33%
From SCA
23%
17%
28%
7%
17%
11%
Village head/opinion
leader
12%
14%
5%
14%
8%
0%
An existing VLE
7%
3%
5%
14%
17%
44%
Pamphlets
7%
7%
9%
14%
17%
0%
Television
5%
0%
0%
0%
17%
0%
Radio
3%
0%
0%
0%
8%
6%
Through Government
Sources
3%
0%
2%
0%
25%
0%
Internet
1%
0%
0%
0%
0%
0%
Source of awareness for VLE: By State
Total
Andhra
Pradesh
Assam
Bihar
Answering Base
1011
38
60
62
27
75
66
94
Newspaper
42%
47%
53%
39%
22%
3%
64%
29%
Your relatives/friends
38%
24%
50%
27%
44%
24%
26%
43%
From SCA
23%
11%
15%
15%
22%
41%
30%
23%
Village head/opinion
leader
12%
37%
7%
11%
4%
23%
21%
4%
An existing VLE
7%
8%
8%
6%
11%
7%
5%
7%
Pamphlets
7%
16%
8%
11%
7%
1%
8%
7%
Television
5%
3%
3%
2%
7%
1%
9%
4%
Radio
3%
3%
0%
3%
4%
1%
0%
15%
Through Government
Sources
3%
8%
2%
0%
15%
9%
0%
1%
Internet
1%
3%
3%
0%
0%
0%
3%
0%
107
Chhatisgarh Gujarat
Himachal
Jharkhand
Pradesh
Total
Madhya
Pradesh
Maharashtra
Manipur
Meghalaya
Nagaland
Orissa
Answering Base
1011
49
85
31
28
5
114
Newspaper
42%
39%
65%
10%
46%
20%
38%
Your relatives/friends
38%
31%
36%
81%
29%
20%
42%
From SCA
23%
27%
21%
29%
29%
20%
34%
Village head/opinion
leader
12%
14%
2%
29%
39%
0%
9%
An existing VLE
7%
18%
4%
3%
18%
20%
13%
Pamphlets
7%
4%
2%
10%
14%
0%
5%
Television
5%
0%
11%
0%
0%
40%
10%
Radio
3%
8%
0%
0%
0%
0%
0%
Through Government
Sources
3%
0%
0%
0%
0%
20%
2%
Internet
1%
0%
7%
0%
0%
0%
1%
Uttar
Pradesh
West
Bengal
J&K
Uttarakhand
Total
Rajasthan Tamil Nadu
Answering Base
1011
54
59
66
45
13
40
Newspaper
42%
63%
22%
59%
60%
62%
43%
Your relatives/friends
38%
44%
59%
24%
29%
46%
50%
From SCA
23%
35%
12%
17%
2%
0%
13%
Village head/opinion
leader
12%
11%
8%
5%
9%
15%
8%
An existing VLE
7%
0%
5%
0%
11%
8%
0%
Pamphlets
7%
6%
7%
15%
2%
8%
3%
Television
5%
9%
0%
5%
4%
15%
0%
Radio
3%
2%
2%
5%
4%
0%
0%
Through Government
Sources
3%
0%
7%
2%
7%
0%
3%
Internet
1%
2%
0%
0%
0%
0%
0%
108
CSC Related
Average Distance from Nearest Town – By State
Total
Andhra
Pradesh
Assam
Bihar
Chhattisgarh
Gujarat
Base
1535
72
89
141
73
109
Average Distance (in
km)
14
23
13
7
11
21
Total
Himachal
Jharkhand
Pradesh
Madhya
Maharashtra Manipur
Pradesh
Base
1535
128
164
95
30
73
Average Distance (in
km)
14
7
12
23
21
13
Total
Meghalaya Nagaland
Orissa
Rajasthan Tamil Nadu
Base
1535
5
132
72
30
73
Average Distance (in
km)
14
10
18
14
29
7
Total
Uttar
Pradesh
West
Bengal
J&K
Uttarakhand
-
Base
1535
101
71
21
56
-
Average Distance (in
km)
14
8
20
16
6
-
Average Distance from Nearest Town – By SCA
Total
Zoom
Tera
Software
SREI
Spanco
AID
Base
1535
317
41
327
26
39
Average Distance (in
km)
14
12
19
11
35
12
Total
CMS
BASIX
Reliance
3i
J&K Bank
Base
1535
369
77
131
10
21
Average Distance (in
km)
14
17
22
10
12
16
109
Total
SARK
UTL
Times
AISECT
NICT
Base
1535
44
46
25
38
24
Average Distance (in
km)
14
6
6
21
11
11
Number of Villages Covered Per CSC – By State
Andhra
Chhatis
Assam Bihar
Gujarat
Pradesh
garh
HP
Jhar
khand
MP
Maha
rashtra
Mani
Pur
50
52
54
33
52
31
4%
66%
23%
9%
21%
27%
3%
2%
0%
6%
2%
15%
3%
0%
0%
18%
2%
12%
20%
8%
7%
3%
21%
10%
8%
32%
13%
8%
4%
14%
9%
0%
17%
13%
10%
3%
20%
11%
15%
0%
10%
6%
18%
10%
19%
6 Villages
16%
5%
6%
4%
46%
2%
15%
4%
30%
12%
42%
7 Villages
35%
50%
14%
67%
15%
2%
25%
50%
24%
14%
13%
<7 Villages
0%
0%
0%
0%
0%
0%
4%
0%
0%
0%
0%
Mean
4.9
4.7
4.3
6.1
5.3
1.8
4.5
5.0
4.8
3.7
5.2
State
Total
Answering
Base:
815
38
50
45
26
1 Village
13%
29%
6%
0%
2 Villages
4%
0%
4%
3 Villages
10%
5%
4 Villages
10%
5 Villages
110
Megha Naga
laya
land
Orissa
Rajas
than
Tamil
Nadu
Uttar
Pradesh
West
Bengal
J&K
Utra
khand
4
116
47
57
48
46
14
24
0%
25%
4%
0%
21%
2%
0%
7%
4%
4%
0%
0%
1%
0%
16%
2%
7%
7%
4%
3 Villages
10%
11%
0%
8%
6%
19%
2%
9%
29%
8%
4 Villages
10%
7%
25%
7%
6%
16%
2%
9%
0%
13%
5 Villages
10%
7%
0%
14%
4%
9%
8%
15%
7%
13%
6 Villages
16%
21%
0%
13%
21%
4%
40%
11%
36%
42%
7 Villages
35%
54%
50%
53%
62%
16%
44%
48%
14%
17%
< 7 Villages
0%
0%
0%
0%
0%
0%
0%
2%
0%
0%
Mean
4.9
6.0
4.8
5.8
6.3
3.5
6.1
5.7
4.6
5.2
State
Total
Answering
Base:
815
28
1 Village
13%
2 Villages
Number of villages covered per CSC: SCA Wise
Total
Zoom
Tera
Software
SREI
Spanco
AID
CMS
BASIX
Answering Base
815
184
34
220
12
6
122
60
1 Village
13%
8%
6%
7%
83%
50%
34%
3%
2 Villages
4%
3%
3%
6%
0%
17%
3%
0%
3 Villages
10%
9%
3%
11%
0%
0%
12%
10%
4 Villages
10%
12%
12%
12%
0%
0%
7%
8%
5 Villages
10%
13%
9%
13%
0%
17%
4%
10%
6 Villages
16%
17%
21%
15%
8%
0%
14%
15%
7 Villages
35%
38%
41%
36%
8%
17%
27%
53%
< 7 Villages
0%
0%
6%
1%
0%
0%
0%
0%
Mean
4.9
5.2
5.7
5.1
1.9
2.8
4.0
5.8
111
Total
Reliance
3i
J&K Bank
SARK
UTL
Times
AISECT
NICT
Answering
Base
815
69
5
14
26
26
14
11
12
1 Village
13%
10%
0%
7%
0%
4%
57%
9%
8%
2 Villages
4%
1%
20%
7%
0%
15%
0%
0%
0%
3 Villages
10%
19%
0%
29%
4%
12%
0%
18%
0%
4 Villages
10%
16%
0%
0%
15%
12%
7%
9%
0%
5 Villages
10%
13%
40%
7%
8%
4%
7%
9%
17%
6 Villages
16%
22%
40%
36%
4%
4%
0%
36%
42%
7 Villages
35%
19%
0%
14%
69%
50%
29%
18%
33%
<7 Villages
0%
0%
0%
0%
0%
0%
0%
0%
0%
Mean
4.9
4.6
4.8
4.6
6.2
5.1
3.2
4.9
5.8
IT Infrastructure in working condition – by States
Desktop / Laptop
1.2
Andhra
Pradesh
1.6
Printers
1.1
2.0
1.2
0.7
0.9
1.2
1.2
Webcam
0.5
0.9
0.4
0.5
1.1
0.9
0.6
Digital Cameras
0.6
1.0
0.8
0.5
1.1
0.1
0.4
Scanners
0.7
1.0
0.6
0.5
1.0
0.9
0.6
Photocopying Machine
0.5
0.7
0.5
0.6
1.2
0.1
0.3
CD / DVD Writer
0.9
0.9
0.9
0.2
0.9
0.7
1.1
Total
112
Assam
1.4
Bihar
0.9
Chhatisgarh Gujarat
1.0
0.8
Himachal
Pradesh
1.1
Total
Madhya
Pradesh Maharashtra Manipur Meghalaya Nagaland
1.1
1.3
1.0
1.3
1.6
Desktop / Laptop
1.2
Jharkhand
0.7
Orissa
1.1
Printers
1.1
0.6
1.0
1.1
1.0
1.1
0.8
1.0
Webcam
0.5
0.3
0.6
0.6
0.0
0.0
0.0
0.3
Digital Cameras
0.6
0.2
0.5
0.3
0.0
1.0
0.4
0.6
Scanners
0.7
0.2
1.0
0.7
0.7
1.0
0.2
0.6
Photocopying Machine
0.5
0.1
0.7
0.3
0.7
1.0
0.4
0.5
CD / DVD Writer
0.9
0.4
0.9
1.0
1.3
1.5
0.6
0.9
IT Infrastructure in working condition – by States
Total
Uttar
West
Rajasthan Tamil Nadu Pradesh Bengal
1.3
2.0
1.7
2.0
J&K
Uttarakhand
2.0
1.3
Desktop / Laptop
1.2
Printers
1.1
1.1
1.6
1.5
1.4
1.7
0.7
Webcam
0.5
0.4
0.9
0.9
0.6
1.0
1.7
Digital Cameras
0.6
0.5
1.0
1.0
0.9
1.0
1.0
Scanners
0.7
0.5
1.0
1.0
0.6
0.8
1.0
Photocopying Machine
0.5
0.5
0.2
1.0
0.3
0.1
1.0
CD / DVD Writer
0.9
1.1
2.7
0.9
0.5
1.4
0.8
113
IT Infrastructure in working condition – by SCAs
Total
Zoom
Tera
Software
SREI
Spanco
AID
CMS
BASIX
Reliance
3i
1.2
0.9
1.2
1.8
1.1
0.8
1.2
1.0
1.4
1.0
1.1
0.9
0.9
1.4
0.9
0.4
1.4
0.9
1.1
0.8
0.5
0.2
0.5
0.8
0.6
0.8
0.9
0.0
0.7
1.0
0.6
0.5
0.3
1.0
0.1
0.9
0.8
0.5
0.6
0.0
0.7
0.5
0.6
0.8
0.5
0.7
0.9
0.8
0.9
1.0
0.5
0.4
0.4
0.5
0.2
0.6
0.6
0.7
0.6
0.8
0.9
0.9
1.1
1.1
1.0
0.9
0.9
1.3
1.0
0.7
Desktop / Laptop
Printers
Webcam
Digital Cameras
Scanners
Photocopying
Machine
CD / DVD Writer
IT Infrastructure in working condition – by SCAs
Total
Desktop / Laptop
Printers
1.2
J&K
2.0
SARK
0.6
UTL
0.8
Times
0.9
AISECT
1.3
NICT
1.2
1.1
1.7
0.6
0.7
0.9
1.0
0.8
0.5
1.0
0.5
0.1
0.0
1.5
0.7
0.6
1.0
0.1
0.1
0.0
1.0
1.0
0.7
0.8
0.5
0.0
0.2
1.0
1.2
0.5
0.1
0.4
0.0
0.0
1.3
1.0
0.9
1.4
0.2
0.4
0.5
0.7
0.7
Webcam
Digital Cameras
Scanners
Photocopying
Machine
CD / DVD Writer
114
Availability of Internet- by State
Total
Answering Base
Internet Owner
Internet Non-Owner
999
68%
32%
Andhra
Pradesh
38
97%
3%
Assam
62
82%
18%
Bihar
79
35%
65%
Chhatisgarh Gujarat
30
75
53%
59%
47%
41%
Himachal
Pradesh
56
88%
13%
Madhya
Jharkhand Pradesh Maharashtra Manipur Meghalaya Nagaland
999 100
50
67
31
28
5
68% 26%
68%
64%
100%
25%
80%
32% 74%
32%
36%
0%
75%
20%
Total
Answering Base
Internet Owner
Internet Non-Owner
Answering Base
Internet Owner
Internet Non-Owner
Total
999
68%
32%
Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal
117 52
60
57
48
57% 92%
95%
95%
96%
43% 8%
5%
5%
4%
115
J&K Uttarakhand
14
30
93% 70%
7%
30%
Availability of Internet- by SCA
999
68%
32%
Zoom
207
65%
35%
Tera
Software
38
89%
11%
SREI
248
90%
10%
Spanco
25
80%
20%
Alternative
for India
Development
18
6%
94%
Total
999
68%
32%
CMS
158
73%
27%
BASIX
61
31%
69%
Reliance
85
66%
34%
3i
6
83%
17%
J&K
14
93%
7%
AISECT
12
50%
50%
NICT
17
59%
41%
Total
Answering Base
Internet Owner
Internet Non-Owner
Answering Base
Internet Owner
Internet Non-Owner
Answering Base
Internet Owner
Internet Non-Owner
Total SARK
999
45
68% 18%
32% 82%
116
UTL
51
35%
65%
Times
14
100%
0%
Type of Internet connection available with CSC: By State
Answering Base
Presence of Internet
VSAT
Wired
Wireless
Leased Line
Others
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
Himachal
Pradesh
667
676
39%
30%
29%
2%
0%
36
38
0%
56%
42%
3%
0%
50
62
60%
28%
12%
0%
0%
27
79
70%
7%
14%
4%
4%
15
30
0%
33%
66%
0%
0%
44
75
30%
27%
27%
16%
0%
49
56
0%
47%
53%
0%
0%
Total
Answering Base
Presence of Internet
VSAT
Wired
Wireless
Leased Line
Others
667
676
39%
30%
29%
2%
0%
Total
Answering Base
Presence of Internet
VSAT
Wired
Wireless
Leased Line
Others
667
676
39%
30%
29%
2%
0%
Madhya Maharasht
ra
Jharkhand Pradesh
Manipur Meghalaya Nagaland
26
100
15%
31%
50%
4%
0%
34
50
0%
71%
27%
0%
3%
41
67
7%
56%
34%
2%
0%
31
31
19%
3%
78%
0%
0%
7
28
100%
0%
0%
0%
0%
Uttar
Rajasthan Tamil Nadu Pradesh West Bengal
48
52
4%
65%
30%
2%
0%
57
60
84%
12%
4%
0%
0%
117
53
57
66%
9%
21%
2%
2%
46
48
91%
9%
0%
0%
0%
4
5
50%
50%
0%
0%
0%
Orissa
65
117
51%
22%
28%
0%
0%
J&K
Uttarakhand
13
14
100%
0%
0%
0%
0%
21
30
10%
33%
57%
0%
0%
SCA wise type of Internet connection available with CSC
Total
Zoom
Tera
SREI
Spanco
AID
Answering Base
667
Presence of Internet
676
131
207
34
38
221
248
20
25
1
18
VSAT
39%
8%
6%
90%
0%
0%
Wired
30%
38%
62%
7%
75%
100%
Wireless
Leased Line
29%
52%
33%
4%
20%
0%
2%
1%
0%
0%
5%
0%
Others
0%
0%
0%
0%
0%
0%
Total
CMS
BASIX
Reliance
3i
J&K
Answering Base
667
Presence of Internet
676
116
158
18
61
54
85
5
6
13
14
VSAT
39%
16%
39%
9%
0%
100%
Wired
30%
41%
28%
39%
80%
0%
Wireless
Leased Line
29%
35%
34%
52%
0%
0%
2%
8%
0%
0%
0%
0%
Others
0%
1%
0%
0%
20%
0%
118
Total
SARK
UTL
Times
AISECT
NICT
Answering Base
667
Presence of Internet
676
7
45
18
51
13
14
6
12
10
17
VSAT
39%
14%
22%
0%
0%
0%
Wired
30%
0%
28%
54%
50%
80%
Wireless
Leased Line
29%
58%
50%
38%
50%
20%
2%
14%
0%
8%
0%
0%
Datacard
11%
29%
33%
0%
17%
0%
Others
0%
14%
0%
0%
0%
0%
State wise Speed of Internet connection at CSC
Total
Andhra
Assam
Pradesh
Chhatis
Gujarat
garh
Bihar
HP
Jharkhand
MP
Maha
rashtra
Mani
Pur
Answering Base
628
37
49
23
14
29
46
28
31
40
29
< 256 Kbps
54%
54%
71%
57%
36%
52%
22%
61%
45%
15%
52%
256 Kbps
22%
30%
20%
26%
43%
14%
33%
29%
29%
35%
28%
512 Kbps
10%
8%
4%
4%
14%
17%
17%
4%
13%
13%
17%
>512 Kbps
15%
8%
4%
13%
7%
17%
28%
7%
13%
38%
3%
Total
Megha
laya
Naga
land
Orissa
Rajas
than
Tamil
Nadu
Uttara
Pradesh
West
Bengal
J&K
Utra
khand
Answering Base
628
7
4
62
44
56
52
43
13
21
< 256 Kbps
54%
100%
75%
74%
25%
63%
85%
65%
31%
52%
256 Kbps
22%
0%
25%
18%
18%
7%
6%
21%
8%
33%
512 Kbps
10%
0%
0%
3%
14%
7%
6%
7%
54%
5%
>512 Kbps
15%
0%
0%
5%
43%
23%
4%
7%
8%
10%
119
SCA wise Speed of Internet connection at CSC
Total
Zoom
Tera
Software
SREI
Spanco
AID
CMS
BASIX
628
124
31
214
20
3
96
18
54%
22%
10%
34%
35%
16%
42%
32%
3%
77%
10%
4%
5%
40%
10%
33%
33%
0%
49%
18%
12%
72%
28%
0%
15%
15%
23%
9%
45%
33%
22%
0%
Answering
Base
< 256 Kbps
256 Kbps
512 Kbps
>512 Kbps
Answerin
g Base
< 256 Kbps
256 Kbps
512 Kbps
>512 Kbps
Total
Reliance
3i
J&K Bank
SARK
UTL
Times
AISECT
NICT
628
55
5
13
6
17
14
6
6
54%
36%
100%
31%
33%
88%
57%
33%
33%
22%
33%
0%
8%
33%
6%
21%
33%
50%
10%
13%
0%
54%
17%
6%
7%
17%
17%
15%
18%
0%
8%
17%
0%
14%
17%
0%
120
Alternative arrangement for power backup if electricity supply is interruptedby State
810
15%
43%
42%
Andhra
Pradesh
35
0%
6%
43%
Assam
59
10%
64%
47%
Bihar
57
12%
46%
44%
Chhatisgarh
16
25%
6%
13%
Gujarat
54
20%
11%
41%
Himachal
Pradesh
30
80%
13%
13%
45%
60%
46%
46%
69%
44%
17%
Total
Answering Base
No power backup (in %)
Generator(in %)
Separate UPS for each
desktop / laptop
Single UPS for all
desktops/ laptops
810
15%
43%
42%
Jharkhand
66
8%
73%
33%
Madhya
Pradesh
32
13%
28%
53%
45%
27%
41%
Total
Answering Base
No power backup (in %)
Generator(in %)
Separate UPS for each
desktop / laptop
Single UPS for all
desktops/ laptops
Maharashtra Manipur
51
31
27%
0%
35%
100%
37%
77%
47%
Meghalaya
28
7%
43%
96%
Nagaland
5
0%
40%
60%
21%
60%
23%
Alternative arrangement for power backup if electricity supply is interruptedby State
Answering Base
No power backup (in
%)
Generator(in %)
Separate UPS for
each desktop /
laptop
Single UPS for all
desktops/ laptops
Total
810
15%
43%
Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal
111
44
57
51
48
22%
5%
2%
4%
10%
36% 36%
26%
78%
42%
J&K Uttarakhand
14
21
0%
33%
100%
29%
42% 59%
32%
30%
39%
15%
0%
43%
45% 25%
82%
98%
39%
52%
93%
24%
121
Alternative arrangement for power backup if electricity supply is interruptedby SCA
810
15%
43%
42%
45%
Zoom
176
19%
44%
55%
35%
Tera
Software
19
47%
32%
37%
37%
Total
810
15%
43%
42%
45%
CMS
122
12%
22%
33%
56%
BASIX
57
12%
25%
89%
14%
Reliance
59
31%
20%
39%
36%
UTL
37
0%
95%
30%
8%
Times
13
0%
0%
62%
46%
Total
Answering Base
No power backup (in %)
Generator(in %)
Separate UPS for each desktop / laptop
Single UPS for all desktops/ laptops
Answering Base
No power backup (in %)
Generator(in %)
Separate UPS for each desktop / laptop
Single UPS for all desktops/ laptops
Answering Base
No power backup (in %)
Generator(in %)
Separate UPS for each desktop / laptop
Single UPS for all desktops/ laptops
Total
810
15%
43%
42%
45%
SARK
32
6%
34%
47%
59%
122
SREI
231
12%
57%
28%
59%
Alternative
for India
Spanco Development
24
8
13%
0%
63%
25%
46%
50%
50%
25%
3i
5
0%
0%
60%
40%
AISECT
6
33%
0%
17%
67%
J&K
14
0%
100%
0%
93%
NICT
7
14%
57%
57%
57%
Weekly off of CSC: By States
Total
AP
Assam
Bihar
Chhattisgarh
Gujarat
HP
Answering Base
793
37
56
47
27
43
49
Any day between
Monday - Saturday
3%
3%
2%
4%
7%
0%
2%
Sunday
51%
43%
43%
13%
67%
79%
63%
No weekly off
(Open all 7 days)
46%
54%
55%
83%
26%
21%
35%
Total
Jharkhand
MP
Maharashtra
Manipur
Meghalaya
Nagaland
Answering Base
793
53
40
52
31
28
3
Any day between
Monday - Saturday
3%
6%
0%
4%
0%
0%
0%
Sunday
51%
45%
53%
81%
13%
100%
100%
No weekly off
(Open all 7 days)
46%
49%
48%
15%
87%
0%
0%
Total
Orissa
Rajasthan
Answering Base
793
105
40
58
51
46
13
Any day between
Monday - Saturday
3%
3%
3%
0%
4%
7%
0%
Sunday
51%
43%
48%
62%
37%
37%
77%
No weekly off
(Open all 7 days)
46%
54%
50%
38%
59%
57%
23%
123
Tamil Nadu Uttar Pradesh West Bengal Uttarakhand
Weekly off of CSC: By SCA
Zoom
Tera
Software
SREI
Spanco
AID
CMS
BASIX
Reliance
793
172
33
227
16
5
107
59
63
3%
5%
3%
3%
6%
0%
0%
2%
5%
Sunday
51%
43%
48%
42%
69%
40%
61%
75%
67%
No weekly off
(Open all 7
days)
46%
52%
48%
55%
25%
60%
39%
24%
29%
Total
Answering
Base
Any day
between
Monday Saturday
Total
3i
J&K
SARK
UTL
Times
AISECT
NICT
Answering Base
793
5
13
24
32
13
12
12
Any day
between
Monday Saturday
3%
0%
0%
4%
3%
8%
0%
0%
Sunday
51%
80%
77%
4%
50%
54%
83%
33%
No weekly off
(Open all 7 days)
46%
20%
23%
92%
47%
38%
17%
67%
124
Installation of Online Monitoring Tool- by State
Total
Answering Base
Yes
No
806
36%
64%
Total
Answering Base
Yes
No
Answering Base
Yes
No
806
36%
64%
Andhra
Pradesh
37
43%
57%
Jharkhand
57
23%
77%
Assam
50
32%
68%
Bihar
50
16%
84%
Chhatisgarh
18
67%
33%
Madhya
Pradesh Maharashtra Manipur
32
52
31
56%
44%
90%
44%
56%
10%
Gujarat
52
23%
77%
Himachal
Pradesh
53
47%
53%
Meghalaya
28
18%
82%
Nagaland
5
40%
60%
Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K Uttarakhand
806 108
46
60
48
47
13
19
36% 35%
59%
13%
42%
4%
85%
21%
64% 65%
41%
87%
58%
96%
15%
79%
125
Installation of Online Monitoring Tool- by SCA
806
36%
64%
Zoom
179
40%
60%
Tera
Software
36
50%
50%
SREI
225
24%
76%
Spanco
23
26%
74%
Alternative
for India
Development
8
75%
25%
Total
806
36%
64%
CMS
119
43%
57%
BASIX
56
29%
71%
Reliance
62
42%
58%
3i
4
25%
75%
J&K
13
85%
15%
AISECT
8
88%
13%
NICT
7
100%
0%
Total
Answering Base
Yes
No
Answering Base
Yes
No
Answering Base
Yes
No
Total SARK
806
27
36% 7%
64% 93%
126
UTL
25
28%
72%
Times
14
29%
71%
Registration on Online Monitoring Tool- by State
Total
Answering Base
Yes
No
792
29%
71%
Total
Answering Base
Yes
No
Answering Base
Yes
No
792
29%
71%
Andhra
Pradesh
37
35%
65%
Assam
50
24%
76%
Jharkhand
56
25%
75%
Madhya
Pradesh
33
45%
55%
Bihar
49
10%
90%
Chhatisgarh
18
67%
33%
Maharashtra Manipur
51
31
31%
84%
69%
16%
Gujarat
49
18%
82%
Meghalaya
28
7%
93%
Himachal
Pradesh
53
19%
81%
Nagaland
5
40%
60%
Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K Uttarakhand
792 104
45
60
48
43
13
19
29% 33%
56%
13%
38%
2%
23%
16%
71% 67%
44%
87%
63%
98%
77%
84%
“Supply chain issues is a main problem in remote areas. Wherever, connectivity
is issue, SCA face difficulties to monitor CSCs.”- SDA, Assam
127
Registration on Online Monitoring Tool- by SCA
792
29%
71%
Zoom
177
34%
66%
Tera
Software
36
25%
75%
SREI
219
21%
79%
Spanco
23
22%
78%
Alternative
for India
Development
9
78%
22%
Total
792
29%
71%
CMS
116
37%
63%
BASIX
54
20%
80%
Reliance
61
26%
74%
3i
4
25%
75%
J&K
13
23%
77%
AISECT
8
88%
13%
NICT
7
100%
0%
Total
Answering Base
Yes
No
Answering Base
Yes
No
Total SARK
792
27
29% 4%
71% 96%
Answering Base
Yes
No
UTL
24
29%
71%
Times
14
29%
71%
Any other initiative like CSC- by State
Total
AP
Assam
Bihar
Chhattisgarh
Gujarat
HP
Answering Base
741
36
65
57
13
58
25
Yes
23%
67%
25%
32%
8%
40%
4%
No
77%
33%
75%
68%
92%
60%
96%
Total
Jharkhand
MP
Maharashtra
Manipur
Meghalaya
Nagaland
Answering Base
741
72
42
36
32
31
3
Yes
23%
13%
29%
11%
31%
19%
33%
No
77%
88%
71%
89%
69%
81%
67%
Total
Orissa
Rajasthan
Answering Base
741
87
45
43
24
69
3
Yes
23%
10%
44%
9%
29%
9%
0%
No
77%
90%
56%
91%
71%
91%
100%
128
Tamil Nadu Uttar Pradesh West Bengal Uttarakhand
Any other initiative like CSC- by SCA
Total
Zoom
Tera Software
SREI
Spanco
AID
Answering Base
741
170
20
214
21
23
Yes
23%
21%
10%
16%
10%
9%
No
77%
79%
90%
84%
90%
91%
Total
CMS
BASIX
Reliance
3i
J&K
Answering Base
741
122
58
27
9
0
Yes
23%
51%
14%
11%
0%
0%
No
77%
49%
86%
89%
100%
0%
Total
SARK
UTL
Times
AISECT
NICT
Answering Base
741
19
27
6
8
17
Yes
23%
16%
19%
50%
0%
65%
No
77%
84%
81%
50%
100%
35%
129
Floor area of CSC: By states
Chhatis
Gujarat
garh
HP
Jharkhand
MP
Maha
rashtra
Mani
Pur
48
53
72
41
63
30
90%
88%
45%
82%
59%
37%
80%
14%
0%
10%
36%
11%
12%
13%
13%
16%
4%
10%
2%
19%
7%
29%
50%
7%
141
118
119
100
158
123
153
199
123
Total
Andhra
Pradesh
Assam
Bihar
856
37
58
50
21
Upto 150 sq
feet
62%
62%
68%
82%
151-200 sq feet
19%
14%
16%
More than 200
sq feet
19%
24%
Mean
146
153
Answering
Base
Total
Megha Naga
Rajas
laya land Orissa than
Tamil
Nadu
Uttar
Pradesh
West
Bengal
J&K
Utra
khand
856
28
5
109
48
60
53
47
14
19
Upto 150 sq feet
62%
57%
60%
70%
62%
52%
36%
70%
7%
42%
151-200 sq feet
19%
25%
0%
17%
19%
32%
32%
13%
14%
53%
More than 200 sq feet
19%
18%
40%
13%
19%
16%
32%
17%
79%
5%
Mean
146
140
144
133
152
156
181
138
217
153
Answering Base
SCA wise floor area of CSC
Total
Zoom
Tera
Software
SREI
Spanco
AID
CMS
BASIX
Answering Base
856
189
36
235
23
11
120
56
Upto 150 sq feet
62%
76%
42%
59%
9%
91%
70%
66%
151-200 sq. feet
19%
13%
44%
21%
17%
9%
14%
21%
More than 200 sq.
feet
19%
11%
14%
20%
74%
0%
16%
13%
Mean Floor Area
146
130
159
151
241
92
133
129
130
Total
Reliance
3i
J&K Bank
SARK
UTL
Times
AISECT
NICT
Answering
856
Base
Upto 150 sq
62%
feet
151-200 sq.
19%
feet
71
4
14
24
36
14
9
14
52%
100%
7%
75%
69%
64%
78%
36%
24%
0%
14%
21%
17%
29%
0%
7%
More than 200
sq. feet
19%
24%
0%
79%
4%
14%
7%
22%
57%
Mean
Area
146
162
50
217
129
139
145
142
196
Floor
Physical Infrastructure in working condition – by States
Total
Tables / Desk
Chairs
Tubelights
Electric Lamps / Bulbs
Ceiling Fans
Table Fan
Television
Radio
Mobile
2.1
2.9
1.6
1.6
1.2
1.3
1.2
1.4
1.4
Andhra
Assam
Pradesh
Bihar
Chhatis
Gujarat
garh
HP
Jharkhand
MP
Maha Mani
rashtra Pur
1.7
2.7
1.6
1.7
1.0
1.3
1.6
2.3
1.9
1.3
2.7
3.1
2.2
2.9
1.6
3.9
2.9
3.9
3.2
1.4
1.8
1.8
1.3
1.5
1.1
1.4
1.5
1.8
1.8
1.5
1.7
1.8
.
1.4
1.0
1.4
1.3
1.9
1.8
1.0
1.4
1.3
1.0
1.2
1.0
1.2
1.5
1.4
1.3
1.0
4.0
1.3
.
1.0
.
1.0
.
1.0
1.2
1.0
4.0
1.0
.
1.0
1.0
1.0
.
1.2
1.0
1.0
4.0
.
.
1.0
.
1.0
.
1.3
.
1.0
4.0
1.1
1.0
1.0
1.0
1.2
1.0
1.8
1.2
1.0
131
Physical Infrastructure in working condition – by States
Total
Megha
laya
Naga
land
Orissa
Rajas
than
2.4
3.0
1.8
1.8
3.3
2.5
5.1
3.0
2.3
2.7
3.0
1.9
1.3
1.5
1.3
2.1
1.0
1.5
1.1
.
1.0
1.1
1.2
.
.
1.0
1.0
.
.
.
1.0
.
.
1.0
1.0
.
1.0
1.0
1.5
2.1
Tables / Desk
2.9
Chairs
1.6
Tubelights
Tamil Uttar West
Nadu Pradesh Bengal
J&K
Utra
khand
2.9
3.0
1.4
3.0
3.0
3.0
3.1
2.0
1.7
1.3
2.1
1.7
2.0
1.5
2.0
1.0
1.4
1.1
1.0
1.0
1.1
1.0
.
.
.
1.0
.
.
1.0
.
1.0
.
.
1.0
1.0
1.5
1.0
1.0
1.3
1.6
Electric Lamps / Bulbs
1.2
Ceiling Fans
1.3
Table Fan
1.2
Television
1.4
Radio
1.4
Mobile
-
1.0
-
Physical Infrastructure in working condition – by SCA
Zoom
Tera
Software
SREI
Spanco
AID
CMS
BASIX
1.6
1.4
3.0
2.7
1.0
1.6
1.8
2.7
4.2
2.9
4.2
2.0
2.5
3.2
1.5
1.3
1.5
1.6
.
1.5
1.8
1.6
1.4
1.4
1.6
1.4
1.0
1.4
1.9
1.2
1.2
1.2
1.1
1.2
.
1.2
1.0
1.1
1.0
1.0
1.0
.
3.0
.
1.0
1.0
1.0
1.0
.
2.0
.
1.4
1.0
.
1.0
.
.
1.9
.
1.4
1.2
1.4
1.4
1.1
.
1.6
1.0
Total
Tables / Desk
2.1
Chairs
2.9
Tubelights
1.6
Electric Lamps / Bulbs
Ceiling Fans
Table Fan
1.3
Television
1.2
Radio
Mobile
132
Physical Infrastructure in working condition – by SCA
Total
Reliance
3i
J&K Bank SARK
UTL
Times AISECT
NICT
1.6
2.5
3.0
1.0
2.2
1.2
2.4
2.3
3.0
4.0
3.0
2.0
4.2
1.8
4.6
4.1
1.8
1.3
2.1
1.3
1.5
1.2
2.3
2.9
1.8
1.0
1.0
.
1.4
1.0
2.0
2.5
1.2
1.0
1.0
.
1.5
1.2
1.5
1.9
1.3
.
.
.
.
1.0
1.0
1.0
1.1
.
.
.
.
1.0
1.0
1.0
1.0
.
.
.
.
.
.
1.5
1.2
1.0
1.0
1.0
1.0
.
1.0
3.4
2.1
Tables / Desk
2.9
Chairs
1.6
Tubelights
1.6
Electric Lamps / Bulbs
1.2
Ceiling Fans
1.3
Table Fan
1.2
Television
1.4
Radio
1.4
Mobile
Availability of electricity (Min. 6 Hrs.): By States
Total
AP
Assam
Bihar
Chhattisgarh
Gujarat
HP
Answering Base
1,658
86
91
158
75
110
74
Electricity
transmission (Min. 6
hrs daily)
85%
77%
96%
57%
88%
95%
89%
Total
Jharkhand
MP
Maharashtra
Manipur
Answering Base
1,658
150
175
112
33
31
10
Electricity
transmission (Min. 6
hrs daily)
85%
73%
67%
96%
100%
94%
100%
133
Meghalaya Nagaland
Total
Orissa
Rajasthan
Tamil
Nadu
Uttar Pradesh
West
Bengal
J&K
Uttarakhand
Answering Base
1,658
141
75
74
110
73
22
58
Electricity
transmission (Min.
6 hrs daily)
85%
96%
96%
97%
88%
97%
86%
98%
Availability of electricity (Min. 6 Hrs.): By SCA
Total
Zoom
Tera
Softwar
e
Answering Base
1,658
337
47
341
27
45
388
79
146
Electricity
transmission
(Min. 6 hrs daily)
85%
85%
91%
91%
100%
53%
81%
94%
93%
SREI
Spanco
AID
CMS
BASIX
Reliance
Total
3i
J&K
SARK
UTL
Times
AISECT
NICT
Answering Base
1,658
10
22
58
54
35
39
30
Electricity
transmission
(Min. 6 hrs daily)
85%
60%
86%
59%
85%
97%
87%
73%
134
New vs. Refurbished - Hardware Infrastructure such as PC / Printers- by State
Andhra
Pradesh
36
86
14
Total
Answering Base
New (in %)
Refurbished (in %)
819
91
9
Total
Answering Base
New (in %)
Refurbished (in %)
Jharkhand
819
63
91
64
9
36
Assam
58
87
13
Bihar
49
96
4
Chhatisgarh Gujarat
20
70
91
98
9
2
Himachal
Pradesh
48
100
0
Madhya
Pradesh Maharashtra Manipur Meghalaya Nagaland
34
37
31
28
4
93
96
100
94
33
7
4
0
6
68
Total Orissa Rajasthan Tamil Nadu Uttar Pradesh West Bengal J&K Uttarakhand
49
59
50
47
14
25
Answering Base 819 97
New (in %)
91 97
92
99
95
71
99
98
Refurbished (in
%)
9
3
8
1
135
5
29
1
2
New vs. Refurbished - Hardware Infrastructure such as PC / Printers- by SCA
819
91
9
Zoom
178
87
13
Tera
Software
32
91
9
SREI
232
90
10
Spanco
18
94
6
Alternative
for India
Development
7
30
70
Total
819
91
9
CMS
138
94
6
BASIX
53
96
4
Reliance
57
96
4
3i
5
90
10
J&K
14
99
1
Total
Answering Base
New (in %)
Refurbished (in %)
Answering Base
New (in %)
Refurbished (in %)
Answering Base
New (in %)
Refurbished (in %)
Total SARK
819
23
91
95
9
5
UTL
32
92
8
136
Times
14
87
13
AISECT
6
88
12
NICT
10
99
1
Usage Related
Awareness: By SCA
Total
Zoom
Tera Software
SREI
Spanco
AID
Citizens
19%
21%
9%
34%
18%
10%
Village Heads
46%
51%
44%
64%
82%
51%
LLIIs
40%
48%
6%
61%
69%
46%
Total
CMS
BASIX
Reliance
3i
J&K Bank
Citizens
19%
9%
54%
6%
44%
1%
Village Heads
46%
33%
73%
20%
100%
0%
LLIIs
40%
23%
68%
15%
100%
2%
Total
SARK
UTL
Times
AISECT
NICT
Citizens
19%
25%
9%
17%
2%
19%
Village Heads
46%
40%
54%
17%
21%
60%
LLIIs
40%
41%
52%
9%
4%
61%
137
Awareness: By State
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
Citizens
19%
25%
48%
19%
2%
4%
Village Heads
46%
41%
71%
39%
17%
54%
LLIIs
40%
37%
70%
41%
4%
23%
Total
Himachal
Pradesh
Jharkhand
Madhya
Pradesh
Maharashtra
Manipur
Citizens
19%
9%
9%
9%
9%
57%
Village Heads
46%
35%
51%
27%
33%
97%
LLIIs
40%
6%
44%
27%
25%
100%
Total
Meghalaya
Nagaland
Orissa
Rajasthan
Tamil Nadu
Citizens
19%
86%
40%
33%
18%
36%
Village Heads
46%
100%
30%
62%
65%
61%
LLIIs
40%
100%
15%
61%
58%
48%
Total
Uttar
Pradesh
West Bengal
J&K
Uttarakhand
Citizens
19%
11%
35%
1%
2%
Village Heads
46%
22%
95%
0%
9%
LLIIs
40%
22%
92%
2%
4%
138
Source of Awareness Among VHs: By SCA
Total
Zoom
Tera Software
SREI
Spanco
AID
Base
670
148
19
203
21
11
Newspaper
18%
24%
5%
18%
76%
27%
Radio
2%
3%
0%
1%
5%
18%
Village Head/ Sarpanch
10%
5%
21%
10%
33%
9%
Headmaster
1%
1%
0%
2%
0%
0%
Postmaster
1%
0%
0%
2%
0%
0%
From the CSC
Operator/VLE
45%
57%
26%
44%
29%
36%
36%
32%
47%
45%
62%
27%
21%
11%
42%
17%
10%
9%
7%
1%
0%
12%
0%
0%
Total
CMS
BASIX
Reliance
3i
J&K Bank
Base
670
118
57
24
10
0
Newspaper
18%
12%
9%
8%
0%
0%
Radio
2%
1%
0%
0%
0%
0%
Village Head/ Sarpanch
10%
12%
4%
4%
40%
0%
Headmaster
1%
0%
2%
0%
10%
0%
Postmaster
1%
0%
0%
0%
0%
0%
From the CSC
Operator/VLE
45%
30%
63%
54%
50%
0%
Word of mouth
36%
22%
21%
33%
40%
0%
From a government
office/official
21%
45%
28%
13%
30%
0%
Others
7%
10%
4%
8%
0%
0%
Word of mouth
From a government
office/official
Others
139
Total
SARK
UTL
Times
AISECT
NICT
Base
670
20
15
6
5
13
Newspaper
18%
10%
20%
50%
20%
8%
Radio
2%
5%
0%
0%
20%
0%
Village Head/ Sarpanch
10%
10%
13%
17%
0%
0%
Headmaster
1%
0%
7%
0%
0%
0%
Postmaster
1%
0%
0%
0%
20%
0%
From the CSC
Operator/VLE
45%
15%
33%
33%
20%
77%
Word of mouth
36%
50%
40%
50%
60%
23%
From a government
office/official
21%
10%
20%
17%
0%
0%
Others
7%
0%
0%
33%
0%
8%
Source of Awareness Among VHs: By State
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
Base
670
35
65
51
7
57
Newspaper
18%
17%
17%
18%
29%
2%
Radio
2%
3%
0%
4%
14%
0%
Village Head/ Sarpanch
10%
11%
3%
10%
14%
7%
Headmaster
1%
0%
3%
0%
0%
0%
Postmaster
1%
0%
0%
0%
14%
0%
From the CSC
Operator/VLE
45%
26%
49%
20%
14%
19%
Word of mouth
36%
43%
52%
61%
43%
4%
From a government
office/official
21%
37%
11%
4%
0%
65%
Others
7%
23%
0%
2%
0%
9%
140
Total
Himachal
Pradesh
Jharkhand
Madhya
Pradesh
Maharashtra
Manipur
Base
670
20
42
42
34
32
Newspaper
18%
5%
31%
5%
56%
6%
Radio
2%
0%
10%
0%
3%
3%
Village Head/ Sarpanch
10%
20%
7%
14%
24%
9%
Headmaster
1%
0%
2%
2%
0%
0%
Postmaster
1%
0%
0%
0%
0%
0%
From the CSC
Operator/VLE
45%
25%
38%
62%
27%
75%
Word of mouth
36%
40%
24%
29%
53%
41%
From a government
office/official
21%
50%
10%
7%
15%
19%
Others
7%
0%
0%
7%
3%
0%
Total
Meghalaya
Nagaland
Orissa
Rajasthan
Tamil Nadu
Base
670
31
3
80
37
43
Newspaper
18%
7%
0%
24%
43%
7%
Radio
2%
0%
0%
1%
0%
2%
Village Head/ Sarpanch
10%
0%
0%
5%
14%
19%
Headmaster
1%
0%
0%
1%
0%
2%
Postmaster
1%
0%
0%
0%
0%
5%
From the CSC
Operator/VLE
45%
48%
0%
65%
78%
67%
Word of mouth
36%
19%
100%
33%
22%
33%
From a government
office/official
21%
48%
0%
10%
8%
12%
Others
7%
0%
0%
9%
0%
12%
141
Total
Uttar
Pradesh
West Bengal
J&K
Uttarakhand
Base
670
22
67
0
2
Newspaper
18%
9%
22%
0%
0%
Radio
2%
0%
2%
0%
0%
Village Head/ Sarpanch
10%
14%
9%
0%
0%
Headmaster
1%
0%
3%
0%
0%
Postmaster
1%
0%
2%
0%
0%
From the CSC
Operator/VLE
45%
36%
33%
0%
50%
Word of mouth
36%
27%
45%
0%
50%
From a government
office/official
21%
0%
36%
0%
50%
Others
7%
32%
12%
0%
0%
Source of Awareness Among LLII: By SCA
Total
Zoom
Tera Software
SREI
Spanco
AID
Base
536
144
2
167
9
6
Newspaper
19%
26%
0%
16%
56%
50%
Television
3%
2%
0%
2%
0%
33%
Radio
3%
2%
0%
1%
0%
100%
Village Head/ Sarpanch
18%
15%
0%
13%
22%
0%
From the CSC
Operator/VLE
49%
67%
100%
48%
11%
17%
Word of mouth
39%
40%
0%
38%
67%
17%
11%
4%
0%
11%
22%
0%
3%
2%
0%
2%
11%
0%
5%
0%
0%
9%
0%
0%
From a government
office/official
From some awareness
program like ‘Nukkad
Natak’
Others
142
Total
CMS
BASIX
Reliance
3i
J&K Bank
Base
536
92
66
6
10
0
Newspaper
19%
17%
9%
33%
0%
0%
Television
3%
9%
0%
17%
0%
0%
Radio
3%
3%
0%
0%
0%
0%
Village Head/ Sarpanch
18%
14%
44%
0%
70%
0%
From the CSC
Operator/VLE
49%
33%
38%
33%
60%
0%
Word of mouth
39%
27%
52%
67%
50%
0%
11%
28%
0%
0%
0%
0%
3%
4%
0%
0%
0%
0%
5%
11%
5%
0%
0%
0%
Total
SARK
UTL
Times
AISECT
NICT
Base
536
6
6
1
1
20
Newspaper
19%
17%
17%
0%
0%
5%
Television
3%
0%
0%
0%
0%
0%
Radio
3%
0%
0%
0%
0%
0%
Village Head/ Sarpanch
18%
33%
0%
0%
0%
5%
From the CSC
Operator/VLE
49%
33%
0%
100%
0%
80%
Word of mouth
39%
17%
33%
100%
100%
30%
11%
33%
33%
100%
0%
5%
3%
0%
33%
0%
0%
5%
5%
0%
0%
0%
0%
5%
From a government
office/official
From some awareness
program like ‘Nukkad
Natak’
Others
From a government
office/official
From some awareness
program like ‘Nukkad
Natak’
Others
143
Source of Awareness among LLII: By State
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
Base
536
44
49
37
2
22
Newspaper
19%
18%
31%
16%
0%
5%
Television
3%
9%
4%
0%
0%
14%
Radio
3%
5%
0%
0%
0%
0%
Village Head/ Sarpanch
18%
11%
8%
5%
0%
23%
From the CSC
Operator/VLE
49%
23%
45%
41%
0%
32%
Word of mouth
39%
32%
31%
38%
100%
18%
11%
39%
6%
19%
0%
32%
3%
9%
2%
3%
0%
0%
5%
16%
2%
5%
0%
9%
Total
Himachal
Pradesh
Jharkhand
Madhya
Pradesh
Maharashtra
Manipur
Base
536
1
22
34
9
58
Newspaper
19%
0%
36%
6%
56%
0%
Television
3%
0%
9%
0%
0%
2%
Radio
3%
0%
27%
0%
0%
3%
Village Head/ Sarpanch
18%
0%
0%
24%
22%
29%
From the CSC
Operator/VLE
49%
100%
41%
71%
11%
81%
Word of mouth
39%
0%
14%
44%
67%
67%
11%
0%
9%
3%
22%
3%
3%
0%
9%
3%
11%
2%
5%
0%
0%
3%
0%
0%
From a government
office/official
From some awareness
program like ‘Nukkad
Natak’
Others
From a government
office/official
From some awareness
program like ‘Nukkad
Natak’
Others
144
Total
Meghalaya
Nagaland
Orissa
Rajasthan
Tamil Nadu
Base
536
50
1
42
59
42
Newspaper
19%
8%
0%
21%
48%
5%
Television
3%
0%
0%
2%
3%
2%
Radio
3%
0%
0%
0%
3%
2%
Village Head/ Sarpanch
18%
50%
0%
12%
14%
12%
From the CSC
Operator/VLE
49%
32%
100%
60%
53%
74%
Word of mouth
39%
60%
0%
33%
24%
24%
11%
0%
0%
5%
9%
2%
3%
0%
0%
2%
2%
2%
5%
0%
0%
12%
0%
5%
From a government
office/official
From some awareness
program like ‘Nukkad
Natak’
Others
Total
Uttar
Pradesh
West Bengal
J&K
Uttarakhand
Base
536
31
30
0
3
Newspaper
19%
13%
23%
0%
33%
Television
3%
0%
3%
0%
33%
Radio
3%
0%
3%
0%
0%
Village Head/ Sarpanch
18%
3%
33%
0%
0%
From the CSC
Operator/VLE
49%
42%
33%
0%
0%
Word of mouth
39%
39%
47%
0%
33%
11%
7%
23%
0%
0%
3%
3%
0%
0%
0%
5%
13%
17%
0%
0%
From a government
office/official
From some awareness
program like ‘Nukkad
Natak’
Others
145
Source of Awareness Among Citizens: By SCA
Total
Zoom
Tera Software
SREI
Spanco
AID
10488
2614
172
3165
506
269
Newspaper
13%
21%
27%
8%
30%
7%
Television
2%
2%
5%
1%
0%
2%
Radio
6%
7%
0%
1%
0%
44%
Village Head, Sarpanch
etc.
23%
20%
4%
23%
17%
26%
From another villager
12%
7%
9%
13%
25%
3%
5%
3%
11%
6%
18%
3%
16%
17%
13%
23%
6%
1%
Base
From a government
office/official
From the VLE or some
VLE initiative
Through some politician
1%
1%
1%
2%
0%
0%
Billboards / Posters
12%
13%
3%
16%
1%
3%
Pamphlets
3%
1%
0%
4%
0%
0%
From various NGOs
3%
5%
28%
1%
1%
2%
Others
5%
2%
0%
3%
2%
8%
Total
CMS
BASIX
Reliance
3i
J&K Bank
10488
1376
899
345
115
0
Newspaper
13%
10%
4%
17%
0%
0%
Television
2%
3%
0%
7%
0%
0%
Radio
6%
6%
0%
14%
0%
0%
Village Head, Sarpanch
etc.
23%
19%
22%
18%
20%
0%
From another villager
12%
9%
29%
7%
52%
0%
5%
6%
1%
3%
9%
0%
16%
7%
25%
10%
14%
0%
Through some politician
1%
0%
0%
1%
0%
0%
Billboards / Posters
12%
13%
16%
5%
3%
0%
Pamphlets
3%
4%
0%
4%
2%
0%
From various NGOs
3%
3%
0%
9%
0%
0%
Others
5%
20%
3%
4%
0%
0%
Base
From a government
office/official
From the VLE or some
VLE initiative
146
Total
SARK
UTL
Times
AISECT
NICT
10488
619
182
113
20
93
Newspaper
13%
16%
10%
2%
0%
3%
Television
2%
2%
2%
34%
5%
0%
Radio
6%
18%
1%
4%
0%
0%
Village Head, Sarpanch
etc.
23%
47%
45%
32%
20%
11%
From another villager
12%
6%
4%
2%
0%
31%
5%
3%
4%
0%
0%
0%
16%
1%
11%
2%
5%
16%
Through some politician
1%
0%
0%
0%
0%
1%
Billboards / Posters
12%
2%
7%
19%
65%
16%
Pamphlets
3%
2%
12%
3%
5%
6%
From various NGOs
3%
0%
0%
0%
0%
0%
Others
5%
3%
5%
3%
0%
15%
Base
From a government
office/official
From the VLE or some
VLE initiative
Source of Citizens: By State
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
10488
407
1064
1241
79
314
Newspaper
13%
3%
11%
21%
1%
2%
Television
2%
9%
2%
1%
3%
0%
Radio
6%
1%
0%
21%
0%
0%
Village Head, Sarpanch
etc.
23%
28%
27%
35%
5%
16%
From another villager
12%
3%
23%
8%
0%
5%
5%
0%
4%
4%
1%
2%
16%
0%
15%
4%
1%
9%
Through some politician
1%
0%
3%
0%
0%
0%
Billboards / Posters
12%
46%
14%
1%
16%
1%
Pamphlets
3%
7%
0%
2%
5%
1%
From various NGOs
3%
0%
0%
0%
67%
2%
Others
5%
1%
0%
2%
0%
63%
Base
From a government
office/official
From the VLE or some
VLE initiative
147
Total
Himachal
Pradesh
Jharkhand
Madhya
Pradesh
Maharashtra
Manipur
10488
444
641
477
781
390
Newspaper
13%
21%
10%
11%
25%
0%
Television
2%
2%
2%
3%
3%
0%
Radio
Village Head, Sarpanch
etc.
From another villager
From a government
office/official
From the VLE or some
VLE initiative
6%
0%
23%
21%
3%
2%
23%
38%
25%
11%
18%
23%
12%
0%
5%
21%
17%
8%
5%
3%
3%
3%
15%
0%
16%
7%
13%
11%
5%
18%
Through some politician
1%
0%
0%
1%
0%
0%
Billboards / Posters
12%
1%
4%
8%
1%
46%
Pamphlets
3%
0%
4%
4%
0%
1%
From various NGOs
3%
26%
1%
1%
8%
0%
Others
5%
2%
11%
5%
5%
1%
Total
Meghalaya
Nagaland
Orissa
Rajasthan
Tamil Nadu
10488
366
119
1617
599
616
Newspaper
13%
7%
38%
19%
18%
3%
Television
2%
0%
6%
2%
8%
0%
Radio
Village Head, Sarpanch
etc.
6%
0%
0%
0%
4%
0%
23%
15%
6%
23%
15%
6%
From another villager
From a government
office/official
From the VLE or some
VLE initiative
12%
45%
13%
8%
14%
10%
5%
0%
16%
2%
5%
2%
16%
6%
18%
28%
28%
53%
Through some politician
1%
0%
2%
0%
0%
0%
Billboards / Posters
12%
24%
2%
12%
1%
15%
Pamphlets
3%
0%
0%
3%
4%
6%
From various NGOs
3%
0%
0%
0%
1%
0%
Others
5%
1%
0%
2%
4%
6%
Base
Base
148
Total
Uttar
Pradesh
West Bengal
J&K
Uttarakhand
10488
436
809
0
88
13%
8%
4%
0%
20%
Television
2%
1%
1%
0%
3%
Radio
Village Head, Sarpanch
etc.
6%
0%
0%
0%
1%
23%
14%
29%
0%
35%
12%
9%
12%
0%
7%
5%
6%
13%
0%
8%
16%
3%
14%
0%
15%
1%
1%
5%
0%
0%
12%
32%
16%
0%
0%
Pamphlets
3%
16%
1%
0%
1%
From various NGOs
3%
0%
1%
0%
1%
Others
5%
10%
4%
0%
8%
Base
Newspaper
From another villager
From a government
office/official
From the VLE or some
VLE initiative
Through some politician
Billboards / Posters
CSC Usage: By SCA
Total
Zoom
Tera Software
SREI
Spanco
AID
Citizens
4%
4%
1%
5%
5%
0%
Village Heads
40%
48%
15%
45%
5%
9%
LLIIs
42%
46%
33%
42%
24%
15%
Total
CMS
BASIX
Reliance
3i
J&K Bank
Citizens
4%
3%
23%
1%
5%
0%
Village Heads
40%
35%
55%
17%
100%
0%
LLIIs
42%
52%
65%
19%
50%
0%
Total
SARK
UTL
Times
AISECT
NICT
Citizens
4%
2%
1%
6%
0%
12%
Village Heads
40%
16%
8%
83%
0%
63%
LLIIs
42%
15%
12%
20%
33%
66%
149
CSC Usage: By State
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
Citizens
4%
12%
9%
2%
0%
1%
Village Heads
40%
72%
35%
29%
20%
21%
LLIIs
42%
76%
39%
34%
33%
45%
Total
Himachal
Pradesh
Jharkhand
Madhya
Pradesh
Maharashtra
Manipur
Citizens
4%
0%
1%
3%
2%
16%
Village Heads
40%
0%
12%
58%
6%
88%
LLIIs
42%
11%
17%
45%
17%
88%
Total
Meghalaya
Nagaland
Orissa
Rajasthan
Tamil Nadu
Citizens
4%
47%
4%
4%
4%
5%
Village Heads
40%
71%
100%
37%
50%
52%
LLIIs
42%
93%
33%
24%
58%
60%
Total
Uttar
Pradesh
West Bengal
J&K
Uttarakhand
Citizens
4%
2%
5%
0%
0%
Village Heads
40%
74%
39%
0%
0%
LLIIs
42%
67%
22%
0%
80%
Services Used (Citizens): By State
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
Base
Government Services
Health Services
Education Services
Travel Services
Finance Services
IT/Telecom Services
4,256
15.9%
1.5%
4.7%
8.6%
20.6%
56.3%
311
37.9%
0.0%
0.0%
1.0%
64.0%
1.9%
521
2.7%
0.6%
1.9%
3.1%
2.3%
81.4%
178
10.1%
1.7%
1.1%
1.1%
0.0%
24.2%
5
60.0%
0.0%
0.0%
0.0%
40.0%
20.0%
46
39.1%
0.0%
0.0%
4.3%
2.2%
63.0%
8
25.0%
0.0%
0.0%
0.0%
0.0%
0.0%
72
4.2%
4.2%
1.4%
1.4%
0.0%
33.3%
Commercial Services
34.6%
2.6%
21.1%
73.6%
20.0%
15.2%
100.0%
68.1%
Agricultural Services
1.4%
0.0%
0.0%
0.6%
0.0%
4.3%
0.0%
0.0%
150
Himachal
Jharkhand
Pradesh
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
Base
Government Services
Health Services
Education Services
Travel Services
Finance Services
IT/Telecom Services
4,256
15.9%
1.5%
4.7%
8.6%
20.6%
56.3%
311
37.9%
0.0%
0.0%
1.0%
64.0%
1.9%
521
2.7%
0.6%
1.9%
3.1%
2.3%
81.4%
178
10.1%
1.7%
1.1%
1.1%
0.0%
24.2%
5
60.0%
0.0%
0.0%
0.0%
40.0%
20.0%
46
39.1%
0.0%
0.0%
4.3%
2.2%
63.0%
8
25.0%
0.0%
0.0%
0.0%
0.0%
0.0%
72
4.2%
4.2%
1.4%
1.4%
0.0%
33.3%
Commercial Services
34.6%
2.6%
21.1%
73.6%
20.0%
15.2%
100.0%
68.1%
Agricultural Services
1.4%
0.0%
0.0%
0.6%
0.0%
4.3%
0.0%
0.0%
Total
Himachal
Jharkhand
Pradesh
Tamil Nadu Uttar Pradesh West Bengal Uttarakhand
Base
4,256
387
257
374
29
Government Services
15.9%
29.2%
5.8%
1.9%
3.4%
Health Services
1.5%
0.5%
0.8%
3.2%
0.0%
Education Services
4.7%
8.0%
3.1%
20.1%
0.0%
Travel Services
8.6%
3.1%
18.7%
35.8%
3.4%
Finance Services
20.6%
11.6%
3.1%
51.3%
3.4%
IT/Telecom Services
56.3%
63.6%
84.0%
51.9%
100.0%
Commercial Services
34.6%
6.5%
14.0%
33.7%
27.6%
Agricultural Services
1.4%
1.6%
2.7%
2.1%
0.0%
151
Services Used (Citizens): By SCA
Total
Zoom
Tera
Software
SREI
Spanco
AID
Base
Government Services
Health Services
Education Services
Travel Services
Finance Services
IT/Telecom Services
4,256
15.9%
1.5%
4.7%
8.6%
20.6%
56.3%
890
4.8%
1.7%
0.4%
8.5%
11.8%
84.8%
40
0.0%
0.0%
10.0%
0.0%
0.0%
82.5%
1,694
9.1%
1.0%
8.3%
14.1%
15.8%
61.7%
329
90.3%
6.4%
6.1%
0.0%
0.3%
0.3%
2
50.0%
50.0%
0.0%
0.0%
0.0%
0.0%
Commercial Services
34.6%
56.3%
10.0%
28.0%
1.2%
50.0%
Agricultural Services
1.4%
0.4%
0.0%
1.2%
7.0%
0.0%
Total
CMS
BASIX
Reliance
3i
Base
Government Services
Health Services
Education Services
Travel Services
Finance Services
4,256
15.9%
1.5%
4.7%
8.6%
20.6%
507
30.2%
0.6%
3.2%
7.1%
44.4%
441
0.9%
0.2%
0.7%
2.7%
31.5%
59
11.9%
0.0%
20.3%
1.7%
5.1%
56
3.6%
1.8%
1.8%
0.0%
7.1%
IT/Telecom Services
56.3%
25.8%
70.7%
86.4%
75.0%
Commercial Services
34.6%
8.1%
64.6%
45.8%
66.1%
Agricultural Services
1.4%
0.8%
0.9%
3.4%
0.0%
Total
SARK
UTL
Times
AISECT
NICT
Base
4,256
72
28
86
3
49
Government Services
15.9%
0.0%
0.0%
11.6%
100.0%
4.1%
Health Services
1.5%
2.8%
3.6%
0.0%
0.0%
2.0%
Education Services
4.7%
0.0%
3.6%
0.0%
0.0%
0.0%
Travel Services
8.6%
1.4%
0.0%
2.3%
0.0%
0.0%
Finance Services
20.6%
0.0%
0.0%
96.5%
66.7%
98.0%
IT/Telecom Services
56.3%
9.7%
10.7%
5.8%
0.0%
26.5%
Commercial Services
34.6%
94.4%
100.0%
0.0%
0.0%
6.1%
Agricultural Services
1.4%
1.4%
0.0%
0.0%
0.0%
0.0%
152
Reasons For Not Using CSC (Citizens): By SCA
Total
Zoom
Tera Software
SREI
Spanco
AID
3352
643
42
1103
178
41
44%
48%
38%
56%
76%
5%
4%
9%
0%
4%
1%
0%
Negative feedback
2%
4%
0%
1%
0%
0%
High Service charges
2%
3%
0%
2%
1%
0%
6%
7%
0%
9%
3%
0%
2%
2%
0%
1%
19%
0%
6%
4%
0%
2%
32%
0%
3%
5%
0%
3%
5%
0%
3%
8%
0%
3%
1%
0%
45%
56%
62%
45%
24%
81%
20%
12%
0%
11%
17%
15%
Total
CMS
BASIX
Reliance
3i
J&K Bank
3352
668
272
166
38
0
44%
20%
53%
33%
55%
0%
4%
3%
4%
1%
8%
0%
Negative feedback
2%
3%
0%
1%
5%
0%
High Service charges
Traditional way is more
convenient and reliable
Not allowed to use CSC
due to caste
2%
4%
0%
2%
3%
0%
6%
4%
2%
2%
0%
0%
2%
3%
0%
1%
0%
0%
CSC is too far from home
6%
11%
6%
1%
5%
0%
3%
1%
6%
1%
0%
0%
3%
1%
1%
4%
0%
0%
45%
32%
63%
22%
55%
0%
20%
46%
8%
46%
0%
0%
Base
Never felt the need of
using services available
CSC/VLE is unavailable
most of the time
Traditional way is more
convenient and reliable
Not allowed to use CSC
due to caste
CSC is too far from home
Non availability of services
due to no internet
connectivity,
Non availability of services
due to power failure
Not aware of Services
offered
Others
Base
Never felt the need of
using services available
CSC/VLE is unavailable
most of the time
Non availability of services
due to no internet
connectivity,
Non availability of services
due to power failure
Not aware of Services
offered
Others
153
Base
Never felt the need of
using services available
CSC/VLE is unavailable
most of the time
Negative feedback
High Service charges
Traditional way is more
convenient and reliable
Not allowed to use CSC
due to caste
CSC is too far from home
Non availability of services
due to no internet
connectivity,
Non availability of services
due to power failure
Not aware of Services
offered
Others
Total
SARK
UTL
Times
AISECT
NICT
3352
75
66
28
10
22
44%
25%
12%
36%
90%
50%
4%
0%
0%
11%
10%
18%
2%
0%
0%
0%
0%
5%
2%
0%
0%
0%
0%
14%
6%
0%
2%
4%
0%
18%
2%
0%
0%
0%
0%
9%
6%
0%
2%
25%
0%
9%
3%
0%
0%
0%
0%
5%
3%
0%
0%
0%
0%
18%
45%
72%
85%
21%
0%
18%
20%
5%
0%
32%
0%
27%
Reasons For Not Using CSC (Citizens): By State
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
3352
99
352
201
33
250
44%
46%
65%
31%
64%
4%
4%
12%
2%
5%
6%
0%
Negative feedback
2%
9%
1%
1%
0%
0%
High Service charges
2%
21%
1%
2%
6%
0%
6%
8%
2%
3%
12%
0%
2%
14%
0%
1%
0%
0%
6%
66%
1%
3%
12%
0%
3%
1%
0%
1%
9%
0%
3%
2%
1%
2%
6%
0%
45%
8%
57%
69%
3%
43%
20%
19%
5%
3%
18%
61%
Base
Never felt the need of
using services available
CSC/VLE is unavailable
most of the time
Traditional way is more
convenient and reliable
Not allowed to use CSC
due to caste
CSC is too far from home
Non availability of services
due to no internet
connectivity,
Non availability of services
due to power failure
Not aware of Services
offered
Others
154
Total
Himachal
Pradesh
Jharkhand
Madhya
Pradesh
Maharashtra
Manipur
Base
Never felt the need of
using services available
CSC/VLE is unavailable
most of the time
Negative feedback
3352
16
186
94
417
128
44%
13%
11%
52%
40%
73%
4%
0%
1%
9%
1%
2%
2%
0%
0%
4%
1%
3%
High Service charges
Traditional way is more
convenient and reliable
Not allowed to use CSC
due to caste
2%
0%
1%
7%
1%
2%
6%
0%
2%
7%
3%
10%
2%
0%
0%
2%
9%
0%
CSC is too far from home
6%
0%
1%
5%
15%
6%
3%
0%
2%
1%
2%
1%
3%
0%
7%
11%
0%
15%
45%
6%
84%
31%
25%
72%
20%
81%
8%
19%
39%
0%
Total
Meghalaya
Nagaland
Orissa
Rajasthan
Tamil Nadu
3352
124
39
478
199
231
44%
57%
36%
65%
35%
51%
4%
1%
0%
8%
16%
3%
Negative feedback
2%
1%
0%
2%
12%
0%
High Service charges
Traditional way is more
convenient and reliable
Not allowed to use CSC
due to caste
2%
0%
0%
1%
4%
1%
6%
3%
0%
3%
14%
4%
2%
0%
0%
0%
7%
2%
CSC is too far from home
6%
12%
0%
2%
9%
6%
3%
10%
0%
7%
9%
1%
3%
0%
0%
3%
13%
1%
45%
48%
64%
47%
51%
35%
20%
1%
0%
14%
9%
7%
Non availability of services
due to no internet
connectivity,
Non availability of services
due to power failure
Not aware of Services
offered
Others
Base
Never felt the need of
using services available
CSC/VLE is unavailable
most of the time
Non availability of services
due to no internet
connectivity,
Non availability of services
due to power failure
Not aware of Services
offered
Others
155
Total
Base
Never felt the need of using
services available
CSC/VLE is unavailable
most of the time
Uttar Pradesh West Bengal
J&K
Uttarakhand
3352
192
263
0
50
44%
48%
41%
0%
20%
4%
3%
3%
0%
0%
Negative feedback
2%
3%
2%
0%
0%
High Service charges
Traditional way is more
convenient and reliable
Not allowed to use CSC due
to caste
2%
4%
4%
0%
0%
6%
11%
24%
0%
0%
2%
1%
0%
0%
0%
CSC is too far from home
6%
3%
0%
0%
0%
3%
5%
1%
0%
0%
3%
5%
1%
0%
0%
45%
32%
47%
0%
6%
20%
21%
27%
0%
76%
Non availability of services
due to no internet
connectivity,
Non availability of services
due to power failure
Not aware of Services
offered
Others
156
Barriers to CSC Usage as per VH: By SCA
Total
536
Zoom
115
Tera Software
13
SREI
177
Spanco
17
AID
3
19.8%
21.7%
.0%
16.4%
17.6%
.0%
29.3%
10.4%
31.3%
11.3%
.0%
.0%
32.8%
6.8%
5.9%
17.6%
100.0%
33.3%
54.7%
68.7%
53.8%
58.2%
5.9%
33.3%
Irrelevance of Services
currently available
37.1%
42.6%
23.1%
35.6%
11.8%
100.0%
Non-availability of CSC/VLE
most of the time
9.7%
7.0%
7.7%
9.0%
35.3%
33.3%
People of certain
caste/religion are not
allowed to use CSC
1.9%
2.6%
.0%
2.3%
5.9%
.0%
Behaviour/Knowledge level
of the VLE
8.8%
5.2%
7.7%
11.3%
5.9%
33.3%
Long waiting time for
service delivery
14.4%
15.7%
.0%
14.1%
17.6%
66.7%
7.8%
17.4%
3.5%
9.6%
.0%
23.1%
15.8%
12.4%
.0%
52.9%
.0%
.0%
Base
Long Distance of the CSC
from neighboring villages
Frequent power cuts
High service charges
Limited number of services
Lack of Awareness
Others
157
Base
Long Distance of the CSC
from neighbouring villages
Frequent power cuts
High service charges
Limited number of
services
Irrelevance of Services
currently available
Non-availability of
CSC/VLE most of the time
People of certain
caste/religion are not
allowed to use CSC
Behaviour/Knowledge
level of the VLE
Long waiting time for
service delivery
Lack of Awareness
Others
Total
CMS
BASIX
Reliance
3i
J&K Bank
536
90
53
19
9
0
20%
28%
23%
11%
11%
0%
29%
29%
9%
21%
33%
0%
10%
14%
11%
16%
33%
0%
55%
34%
83%
11%
56%
0%
37%
28%
59%
26%
56%
0%
10%
11%
4%
11%
33%
0%
2%
1%
0%
5%
0%
0%
9%
11%
2%
5%
44%
0%
14%
20%
6%
16%
22%
0%
8%
11%
0%
0%
0%
0%
17%
31%
9%
37%
11%
0%
158
Base
Long Distance of the CSC
from neighbouring villages
Frequent power cuts
High service charges
Limited number of
services
Irrelevance of Services
currently available
Non-availability of
CSC/VLE most of the time
People of certain
caste/religion are not
allowed to use CSC
Behaviour/Knowledge
level of the VLE
Long waiting time for
service delivery
Lack of Awareness
Others
Total
SARK
UTL
Times
AISECT
NICT
536
8
17
5
0
10
20%
0%
18%
40%
0%
40%
29%
88%
41%
40%
0%
50%
10%
25%
0%
0%
0%
0%
55%
75%
41%
40%
0%
50%
37%
50%
53%
0%
0%
0%
10%
0%
6%
20%
0%
10%
2%
0%
0%
0%
0%
0%
9%
0%
6%
20%
0%
0%
14%
13%
0%
20%
0%
10%
8%
0%
0%
0%
0%
0%
17%
0%
12%
40%
0%
30%
159
Barriers to CSC Usage as Per VH: By State
Base
Long Distance of the CSC
from neighbouring villages
Frequent power cuts
High service charges
Limited number of
services
Irrelevance of Services
currently available
Non-availability of
CSC/VLE most of the time
People of certain
caste/religion are not
allowed to use CSC
Behaviour/Knowledge
level of the VLE
Long waiting time for
service delivery
Lack of Awareness
Others
Base
Long Distance of the CSC
from neighbouring villages
Frequent power cuts
High service charges
Limited number of
services
Irrelevance of Services
currently available
Non-availability of
CSC/VLE most of the time
People of certain
caste/religion are not
allowed to use CSC
Behaviour/Knowledge
level of the VLE
Long waiting time for
service delivery
Lack of Awareness
Others
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
536
29
56
28
1
35
20%
48%
14%
7%
100%
14%
29%
62%
46%
46%
0%
9%
10%
28%
2%
18%
100%
6%
55%
45%
68%
57%
100%
20%
37%
21%
38%
57%
100%
14%
10%
17%
7%
7%
100%
9%
2%
0%
2%
4%
0%
0%
9%
17%
2%
18%
100%
6%
14%
45%
11%
14%
100%
9%
8%
3%
13%
7%
0%
17%
17%
17%
5%
4%
0%
46%
Total
Himachal
Pradesh
Jharkhand
Madhya
Pradesh
Maharashtra
Manipur
536
14
35
34
25
32
20%
0%
9%
15%
16%
16%
29%
0%
49%
35%
4%
47%
10%
0%
3%
12%
20%
3%
55%
57%
34%
35%
8%
81%
37%
7%
51%
29%
16%
34%
10%
0%
6%
15%
28%
0%
2%
0%
0%
0%
8%
0%
9%
7%
11%
12%
8%
0%
14%
0%
6%
12%
20%
13%
8%
0%
6%
0%
0%
0%
17%
29%
29%
32%
48%
0%
160
Base
Long Distance of the CSC
from neighbouring villages
Frequent power cuts
High service charges
Limited number of
services
Irrelevance of Services
currently available
Non-availability of
CSC/VLE most of the time
People of certain
caste/religion are not
allowed to use CSC
Behaviour/Knowledge
level of the VLE
Long waiting time for
service delivery
Lack of Awareness
Others
Base
Long Distance of the CSC
from neighbouring villages
Frequent power cuts
High service charges
Limited number of
services
Irrelevance of Services
currently available
Non-availability of
CSC/VLE most of the time
People of certain
caste/religion are not
allowed to use CSC
Behaviour/Knowledge
level of the VLE
Long waiting time for
service delivery
Lack of Awareness
Others
Total
536
Meghalaya
30
Nagaland
2
Orissa
60
Rajasthan
41
Tamil Nadu
36
20%
27%
0%
18%
51%
31%
29%
7%
0%
18%
22%
8%
10%
3%
0%
12%
29%
14%
55%
93%
50%
68%
54%
61%
37%
80%
100%
50%
37%
25%
10%
3%
50%
8%
12%
14%
2%
0%
0%
2%
7%
6%
9%
3%
0%
3%
15%
3%
14%
10%
0%
5%
32%
22%
8%
0%
0%
3%
10%
0%
17%
0%
0%
12%
10%
22%
Total
536
Uttar Pradesh West Bengal
24
52
J&K
0
Uttarakhand
2
20%
8%
10%
0%
50%
29%
10%
79%
0%
15%
6%
0%
0%
0%
0%
55%
92%
42%
0%
0%
37%
42%
31%
0%
0%
10%
0%
12%
0%
0%
2%
0%
0%
0%
0%
9%
8%
19%
0%
0%
14%
0%
15%
0%
0%
8%
17%
0%
4%
35%
19%
0%
0%
0%
50%
161
Triggers to CSC Usage as Per VH: By SCA
Total
549
Zoom
119
Tera Software
17
SREI
184
Spanco
21
AID
4
59%
61%
94%
52%
62%
50%
37%
41%
71%
35%
62%
0%
Reasonable service charge
58%
70%
71%
60%
76%
75%
Increased convenience
54%
54%
77%
54%
76%
50%
39%
44%
77%
36%
29%
50%
39%
53%
71%
34%
57%
25%
Better service quality
49%
45%
77%
52%
76%
50%
Reduction in time required
for service delivery
40%
43%
82%
38%
38%
50%
Reduced travel time
48%
46%
77%
50%
62%
25%
Create Awareness
6%
2%
12%
13%
0%
0%
Improved Services
2%
0%
0%
3%
0%
0%
Total
CMS
BASIX
Reliance
3i
J&K Bank
549
86
54
19
10
0
59%
52%
69%
79%
60%
0%
37%
27%
33%
47%
60%
0%
Reasonable service charge
58%
45%
43%
68%
30%
0%
Increased convenience
54%
41%
56%
63%
90%
0%
39%
40%
26%
37%
30%
0%
39%
29%
24%
42%
60%
0%
Better service quality
49%
54%
30%
53%
60%
0%
Reduction in time required
for service delivery
40%
33%
35%
37%
90%
0%
Reduced travel time
48%
31%
50%
53%
50%
0%
Create Awareness
6%
5%
0%
0%
0%
0%
Improved Services
2%
5%
0%
0%
0%
0%
Base
Central location of the
CSC
Integrated service delivery
i.e one stop shop
Better behaviour of the
staff at the CSC as
compared to govt.
Reduced scope of
corruption
Base
Central location of the
CSC
Integrated service delivery
i.e one stop shop
Better behaviour of the
staff at the CSC as
compared to govt.
Reduced scope of
corruption
162
Total
SARK
UTL
Times
AISECT
NICT
549
8
13
6
0
8
59%
75%
69%
67%
0%
75%
37%
0%
8%
50%
0%
50%
Reasonable service charge
58%
0%
62%
50%
0%
50%
Increased convenience
54%
25%
54%
83%
0%
50%
39%
25%
54%
50%
0%
38%
39%
0%
39%
17%
0%
38%
Better service quality
49%
13%
31%
17%
0%
50%
Reduction in time required
for service delivery
40%
50%
46%
17%
0%
25%
Reduced travel time
48%
75%
46%
17%
0%
63%
Create Awareness
6%
0%
0%
0%
0%
13%
Improved Services
2%
0%
0%
0%
0%
0%
Base
Central location of the
CSC
Integrated service delivery
i.e one stop shop
Better behaviour of the
staff at the CSC as
compared to govt.
Reduced scope of
corruption
163
Triggers to CSC Usage as Per VH: By State
549
Andhra
Pradesh
31
59%
48%
67%
84%
100%
41%
37%
36%
30%
8%
100%
22%
Reasonable service charge
58%
65%
65%
36%
100%
30%
Increased convenience
54%
61%
32%
48%
100%
27%
39%
55%
39%
40%
100%
14%
39%
29%
49%
32%
100%
14%
Better service quality
Reduction in time required
for service delivery
49%
52%
47%
32%
0%
57%
40%
26%
26%
44%
100%
41%
Reduced travel time
48%
23%
49%
72%
100%
38%
Create Awareness
6%
0%
7%
4%
0%
11%
Improved Services
2%
0%
0%
0%
0%
8%
Total
Base
Central location of the
CSC
Integrated service delivery
i.e one stop shop
Better behaviour of the
staff at the CSC as
compared to govt.
Reduced scope of
corruption
164
Assam
Bihar
Chhatisgarh
Gujarat
57
25
1
37
549
Himachal
Pradesh
16
27
Madhya
Pradesh
29
59%
94%
70%
69%
71%
53%
37%
88%
4%
45%
65%
47%
Reasonable service charge
58%
88%
67%
45%
71%
91%
Increased convenience
54%
94%
59%
62%
71%
84%
39%
94%
52%
28%
38%
69%
39%
88%
41%
41%
56%
63%
Better service quality
49%
94%
41%
52%
68%
72%
Reduction in time required
for service delivery
40%
94%
44%
48%
44%
56%
Reduced travel time
48%
88%
56%
52%
59%
69%
Create Awareness
6%
13%
4%
3%
0%
0%
Improved Services
2%
0%
0%
3%
0%
0%
Total
549
Meghalaya
30
Nagaland
3
Orissa
69
Rajasthan
35
Tamil Nadu
40
59%
90%
100%
39%
83%
63%
37%
33%
0%
58%
20%
45%
Reasonable service charge
58%
37%
0%
51%
57%
73%
Increased convenience
54%
40%
0%
54%
46%
40%
39%
37%
0%
12%
63%
35%
39%
43%
0%
19%
60%
23%
Better service quality
49%
47%
0%
12%
26%
43%
Reduction in time required
for service delivery
40%
57%
33%
36%
14%
45%
Reduced travel time
48%
87%
33%
35%
23%
70%
Create Awareness
6%
0%
0%
0%
0%
0%
Improved Services
2%
0%
0%
0%
0%
0%
Total
Base
Central location of the
CSC
Integrated service delivery
i.e one stop shop
Better behaviour of the
staff at the CSC as
compared to govt.
Reduced scope of
corruption
Base
Central location of the
CSC
Integrated service delivery
i.e one stop shop
Better behaviour of the
staff at the CSC as
compared to govt.
Reduced scope of
corruption
165
Jharkhand
Maharashtra
Manipur
34
32
Base
Central location of the
CSC
Integrated service delivery
i.e one stop shop
Total
549
Uttar Pradesh West Bengal
24
59
J&K
0
Uttarakhand
0
59%
63%
25%
0%
0%
37%
25%
31%
0%
0%
Reasonable service charge
58%
42%
63%
0%
0%
Increased convenience
54%
71%
68%
0%
0%
39%
38%
37%
0%
0%
39%
54%
27%
0%
0%
Better service quality
49%
63%
76%
0%
0%
Reduction in time required
for service delivery
40%
29%
39%
0%
0%
Reduced travel time
48%
50%
14%
0%
0%
Create Awareness
6%
2%
4%
4%
31%
9%
0%
0%
0%
0%
Better behaviour of the
staff at the CSC as
compared to govt.
Reduced scope of
corruption
Improved Services
Preference between CSC and Traditional Mode (Among Non-Users) By SCA
Total
Zoom
Tera Software
SREI
Spanco
AID
Base
5379
1016
43
1205
178
40
Prefer CSC
54%
64%
93%
70%
99%
23%
Total
CMS
BASIX
Reliance
3i
J&K Bank
Base
5379
1307
300
529
36
0
Prefer CSC
54%
36%
86%
50%
58%
0%
Total
SARK
UTL
Times
AISECT
NICT
Base
5379
218
133
155
102
117
Prefer CSC
54%
9%
17%
52%
2%
21%
166
CSC Preference Among Non-Users: By State
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
Base
5379
296
336
477
235
309
Prefer CSC
54%
39%
93%
18%
3%
33%
Total
Himachal
Pradesh
Jharkhand
Madhya
Pradesh
Maharashtra
Manipur
Base
5379
10
308
602
519
130
Prefer CSC
54%
50%
33%
12%
82%
97%
Total
Meghalaya
Nagaland
Orissa
Rajasthan
Tamil Nadu
Base
5379
127
40
532
300
209
Prefer CSC
54%
86%
95%
90%
71%
69%
Total
Uttar
Pradesh
West Bengal
J&K
Uttarakhand
-
Base
5379
437
286
0
226
-
Prefer CSC
54%
50%
78%
0%
48%
-
Likelihood of Using CSC in future – Top 5 Services
Base
Mean Score
Obtain price information related to crops (Agricultural Serv.)
251
4.76
Information regarding agricultural policies such as farm and loan
subsidies (Agricultural Serv.)
274
4.65
Booking Bus Tickets(Travel)
2211
4.57
Bill payments – water, electricity, telecom, etc.(Finance)
4079
4.56
Other (Commercial Serv.)
1851
4.52
Services Likely to use in future
167
Services in demand but Not Available (VLE): By SCA
Total
Zoom
Tera Software
SREI
Spanco
AID
Base
601
151
30
196
4
6
Government Services
90%
90%
93%
90%
50%
100%
51%
52%
77%
56%
0%
67%
53%
58%
83%
46%
25%
67%
Data Collection Services
41%
40%
77%
41%
50%
17%
Entertainment
41%
44%
73%
39%
0%
33%
Financial Services
55%
51%
80%
55%
50%
33%
Education Services
60%
60%
80%
52%
50%
67%
Agriculture Services
66%
66%
70%
67%
75%
100%
Total
CMS
BASIX
Reliance
3i
J&K Bank
Base
601
78
55
24
5
0
Government Services
90%
89%
95%
83%
40%
0%
51%
51%
35%
38%
20%
0%
53%
65%
46%
54%
40%
0%
Data Collection Services
41%
55%
6%
25%
0%
0%
Entertainment
41%
49%
6%
33%
60%
0%
Financial Services
55%
65%
58%
29%
60%
0%
Education Services
60%
72%
51%
75%
40%
0%
Agriculture Services
66%
71%
64%
42%
60%
0%
Healthcare/Telemedicine
Services
Commercial Services
Healthcare/Telemedicine
Services
Commercial Services
168
Total
SARK
UTL
Times
AISECT
NICT
Base
601
9
15
11
4
13
Government Services
90%
100%
87%
91%
100%
92%
51%
11%
40%
36%
100%
62%
53%
22%
40%
18%
75%
62%
Data Collection Services
41%
11%
60%
27%
75%
69%
Entertainment
41%
11%
87%
9%
75%
77%
Financial Services
55%
0%
47%
55%
75%
77%
Education Services
60%
33%
93%
36%
75%
69%
Agriculture Services
66%
0%
80%
36%
100%
92%
Healthcare/Telemedicine
Services
Commercial Services
Services in demand but Not Available (VLE): By State
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
Base
601
29
50
24
10
25
Government Services
90%
90%
98%
96%
100%
84%
51%
38%
66%
29%
80%
48%
53%
45%
56%
38%
70%
60%
Data Collection Services
41%
38%
60%
29%
70%
48%
Entertainment
41%
28%
52%
33%
70%
52%
Financial Services
55%
59%
72%
21%
70%
64%
Education Services
60%
52%
52%
50%
70%
80%
Agriculture Services
66%
48%
68%
25%
80%
80%
Healthcare/Telemedicine
Services
Commercial Services
169
Total
Himachal
Pradesh
Jharkhand
Madhya
Pradesh
Maharashtra
Manipur
Base
601
47
29
29
11
31
Government Services
90%
100%
90%
76%
73%
65%
51%
94%
41%
45%
9%
52%
53%
92%
45%
52%
36%
23%
Data Collection Services
41%
94%
45%
38%
36%
19%
Entertainment
41%
83%
69%
55%
18%
10%
Financial Services
55%
96%
35%
55%
36%
32%
Education Services
60%
87%
79%
62%
73%
36%
Agriculture Services
66%
89%
83%
62%
55%
36%
Total
Meghalaya
Nagaland
Orissa
Rajasthan
Tamil Nadu
Base
601
26
5
100
43
54
Government Services
90%
92%
60%
98%
91%
96%
51%
19%
20%
44%
47%
70%
53%
23%
60%
63%
61%
46%
Data Collection Services
41%
0%
20%
13%
49%
48%
Entertainment
41%
0%
100%
28%
37%
35%
Financial Services
55%
62%
20%
40%
65%
78%
Education Services
60%
54%
80%
60%
63%
67%
Agriculture Services
66%
46%
20%
66%
70%
91%
Healthcare/Telemedicine
Services
Commercial Services
Healthcare/Telemedicine
Services
Commercial Services
170
Total
Uttar Pradesh West Bengal
J&K
Uttarakhand
Base
601
38
42
0
8
Government Services
90%
90%
71%
0%
100%
51%
50%
45%
0%
50%
53%
50%
43%
0%
75%
Data Collection Services
41%
55%
36%
0%
38%
Entertainment
41%
45%
38%
0%
38%
Financial Services
55%
37%
48%
0%
50%
Education Services
60%
45%
33%
0%
75%
Agriculture Services
66%
63%
62%
0%
63%
Healthcare/Telemedicine
Services
Commercial Services
Services in Demand but Not available – LLII
Total
Base
487
BFSI
7%
DTP Related
2%
Educational
16%
Health
12%
Bill Payment
11%
Government Services
24%
Internet
12%
Travel
5%
Employment
2%
Agriculture
2%
Others
6%
171
Services in Demand but Not available – Citizens
Total
Base
8525
Government Services
30%
BFSI
13%
Bill Payment
12%
Travel
10%
Educational
9%
Health
8%
DTP Related
5%
Agriculture
4%
Internet
3%
Others
3%
Employment Related
2%
Telecom Related
1%
LLII Related
Area of Operation of the LLII (User): By SCA
Base
Education
Training Programs
Healthcare-Anganwadi
workers
Financial Services
Employment related eg
Self Help Groups
Community Service
Others
Total
Zoom
Tera Software
SREI
Spanco
AlD
550
144
2
170
9
6
58%
54%
50%
57%
100%
33%
14%
26%
50%
8%
0%
0%
27%
33%
0%
16%
0%
67%
6%
1%
0%
7%
0%
0%
13%
9%
0%
19%
0%
0%
17%
13%
50%
15%
0%
0%
1%
0%
50%
1%
0%
0%
172
Base
Education
Training Programs
Healthcare-Anganwadi
workers
Financial Services
Employment related eg
Self Help Groups
Community Service
Others
Base
Education
Training Programs
Healthcare-Anganwadi
workers
Financial Services
Employment related eg
Self Help Groups
Community Service
Others
Total
CMS
BASIX
Reliance
3i
J&K
550
97
66
8
10
0
58%
78%
44%
50%
30%
0%
14%
12%
15%
0%
0%
0%
27%
24%
47%
13%
70%
0%
6%
13%
9%
13%
0%
0%
13%
10%
18%
0%
0%
0%
17%
16%
24%
13%
0%
0%
1%
3%
0%
0%
0%
0%
Total
SARK
UTL
Times
AISECT
NICT
550
7
7
1
1
22
58%
43%
86%
100%
0%
50%
14%
0%
0%
0%
0%
5%
27%
43%
14%
0%
100%
14%
6%
0%
0%
0%
0%
5%
13%
14%
0%
0%
0%
0%
17%
0%
0%
0%
0%
59%
1%
0%
0%
0%
0%
0%
173
Area of Operation of the LLII (User): By State
Base
Education
Training Programs
Healthcare-Anganwadi
workers
Financial Services
Employment related e.g.
Self Help Groups
Community Service
Others
Base
Education
Training Programs
Healthcare-Anganwadi
workers
Financial Services
Employment related eg
Self Help Groups
Community Service
Others
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
550
44
49
39
2
22
58%
77%
73%
62%
0%
68%
14%
16%
8%
5%
0%
5%
27%
32%
24%
23%
100%
14%
6%
18%
2%
3%
0%
9%
13%
16%
8%
8%
0%
0%
17%
18%
16%
8%
0%
18%
1%
7%
0%
0%
0%
0%
Total
Himachal
Pradesh
Jharkhand
Madhya
Pradesh
Maharashtra
Manipur
550
1
23
39
10
58
58%
0%
57%
46%
100%
29%
14%
0%
4%
3%
0%
48%
27%
0%
43%
28%
0%
38%
6%
0%
0%
3%
0%
0%
13%
0%
0%
0%
0%
14%
17%
0%
0%
38%
0%
21%
1%
100%
0%
0%
0%
0%
174
Base
Education
Training Programs
Healthcare-Anganwadi
workers
Financial Services
Employment related eg
Self Help Groups
Community Service
Others
Total
Meghalaya
Nagaland
Orissa
Rajasthan
Tamil Nadu
550
50
1
42
61
42
58%
40%
100%
74%
82%
43%
14%
16%
100%
26%
11%
2%
27%
46%
0%
38%
28%
2%
6%
12%
0%
7%
5%
5%
13%
18%
0%
7%
10%
57%
17%
32%
100%
7%
15%
7%
1%
0%
0%
0%
0%
5%
Total
Base
Education
Training Programs
Healthcare-Anganwadi
workers
Financial Services
Employment related eg
Self Help Groups
Community Service
Others
J&K
Uttarakhand
550
Uttar Pradesh West Bengal
33
30
0
4
58%
70%
23%
0%
75%
14%
3%
7%
0%
0%
27%
18%
13%
0%
0%
6%
9%
13%
0%
25%
13%
0%
17%
0%
0%
17%
0%
33%
0%
0%
1%
0%
0%
0%
0%
175
Services Used by the LLII: By SCA
Total
Zoom
Tera Software
SREI
Spanco
AID
Base
519
144
1
163
8
4
Computer Training
Teaching through
computers
Internet Access
For holding
discussions/Awareness
programs
For selling
products/services
For disseminating
information
For tuition classes
For providing
vocational training
For healthcare related
services
Others
14%
18%
0%
13%
13%
50%
16%
22%
100%
9%
38%
25%
27%
33%
100%
29%
25%
25%
13%
14%
100%
7%
13%
25%
14%
28%
100%
11%
0%
50%
17%
22%
100%
17%
25%
50%
7%
9%
0%
6%
0%
0%
6%
8%
100%
2%
25%
0%
10%
14%
100%
5%
13%
0%
49%
26%
0%
58%
75%
25%
Total
CMS
BASIX
Reliance
3i
J&K Bank
Base
519
87
65
5
10
0
Computer Training
Teaching through
computers
Internet Access
For holding
discussions/Awareness
programs
For selling
products/services
For disseminating
information
For tution classes
For providing
vocational training
For healthcare related
services
Others
14%
12%
12%
0%
0%
0%
16%
19%
12%
20%
30%
0%
27%
16%
11%
80%
30%
0%
13%
20%
9%
20%
20%
0%
14%
6%
2%
0%
70%
0%
17%
17%
3%
0%
10%
0%
7%
9%
5%
0%
10%
0%
6%
7%
3%
0%
0%
0%
10%
12%
15%
0%
0%
0%
49%
58%
75%
20%
0%
0%
176
Total
SARK
UTL
Times
AISECT
NICT
Base
519
6
6
1
0
19
Computer Training
Teaching through
computers
Internet Access
For holding
discussions/Awareness
programs
For selling
products/services
For disseminating
information
For tution classes
For providing
vocational training
For healthcare related
services
Others
14%
0%
17%
0%
0%
26%
16%
0%
0%
0%
0%
32%
27%
0%
33%
0%
0%
47%
13%
0%
17%
0%
0%
26%
14%
0%
0%
0%
0%
0%
17%
0%
17%
0%
0%
16%
7%
0%
0%
0%
0%
5%
6%
0%
17%
0%
0%
11%
10%
0%
17%
0%
0%
16%
49%
100%
33%
100%
0%
21%
Assam
Bihar
Chhatisgarh
Gujarat
48
36
1
22
Services Used by the LLII: By State
Base
519
Andhra
Pradesh
42
Computer Training
Teaching through
computers
Internet Access
For holding
discussions/Awareness
programs
For selling
products/services
For disseminating
information
For tution classes
For providing
vocational training
For healthcare related
services
Others
14%
12%
35%
3%
0%
5%
16%
7%
15%
3%
0%
38%
27%
10%
31%
11%
0%
14%
13%
14%
2%
8%
0%
48%
14%
7%
10%
0%
0%
5%
17%
19%
33%
17%
0%
10%
7%
17%
8%
14%
100%
0%
6%
7%
2%
0%
0%
14%
10%
10%
6%
3%
0%
14%
49%
71%
31%
69%
0%
29%
Total
177
519
14%
Himachal
Pradesh
0
0%
20
15%
Madhya
Pradesh
33
15%
16%
0%
10%
33%
38%
7%
27%
0%
20%
45%
25%
40%
13%
0%
10%
24%
13%
16%
14%
0%
10%
21%
0%
52%
17%
0%
15%
12%
25%
12%
7%
0%
10%
6%
0%
3%
6%
0%
5%
6%
25%
0%
10%
0%
5%
9%
13%
0%
49%
0%
55%
12%
75%
26%
Total
Meghalaya
Nagaland
Orissa
Rajasthan
Tamil Nadu
Total
Base
Computer Training
Teaching through
computers
Internet Access
For holding
discussions/Awareness
programs
For selling
products/services
For disseminating
information
For tution classes
For providing
vocational training
For healthcare related
services
Others
Jharkhand
Maharashtra
Manipur
8
13%
58
3%
Base
519
50
1
40
57
41
Computer Training
Teaching through
computers
Internet Access
For holding
discussions/Awareness
programs
For selling
products/services
For disseminating
information
For tuition classes
For providing
vocational training
For healthcare related
services
Others
14%
6%
0%
30%
32%
7%
16%
10%
100%
25%
33%
10%
27%
0%
100%
28%
42%
39%
13%
6%
100%
15%
16%
2%
14%
2%
100%
8%
7%
32%
17%
2%
100%
8%
33%
22%
7%
4%
0%
3%
14%
0%
6%
4%
100%
3%
19%
0%
10%
12%
100%
15%
37%
0%
49%
88%
0%
38%
23%
66%
178
Total
Uttar Pradesh West Bengal
J&K
Uttarakhand
Base
519
32
28
0
2
Computer Training
Teaching through
computers
Internet Access
For holding
discussions/Awareness
programs
For selling
products/services
For disseminating
information
For tution classes
For providing
vocational training
For healthcare related
services
Others
14%
9%
0%
0%
0%
16%
16%
7%
0%
0%
27%
25%
25%
0%
50%
13%
9%
14%
0%
0%
14%
0%
14%
0%
0%
17%
6%
11%
0%
0%
7%
3%
0%
0%
0%
6%
0%
7%
0%
0%
10%
9%
4%
0%
0%
49%
69%
68%
0%
50%
Frequency of Usage by LLII: By SCA
Total
Zoom
Tera Software
SREI
Spanco
AID
Base
516
144
1
162
8
2
Daily
3%
1%
0%
5%
0%
100%
2-3 times a week
14%
15%
0%
16%
0%
0%
Once a week
13%
16%
0%
19%
0%
0%
2-3 times a month
26%
41%
0%
22%
0%
0%
Once a month
24%
17%
100%
20%
0%
0%
Once in 2 months
7%
5%
0%
6%
0%
0%
Once in 3 months
4%
4%
0%
3%
13%
0%
Less frequently than
once in 3 months
10%
2%
0%
10%
88%
0%
179
Total
CMS
BASIX
Reliance
3i
J&K Bank
Base
516
85
66
6
10
0
Daily
3%
1%
2%
0%
10%
0%
2-3 times a week
14%
14%
17%
0%
10%
0%
Once a week
13%
2%
14%
0%
10%
0%
2-3 times a month
26%
9%
26%
17%
10%
0%
Once a month
24%
46%
17%
33%
30%
0%
Once in 2 months
7%
9%
8%
0%
10%
0%
Once in 3 months
4%
7%
5%
0%
0%
0%
Less frequently than
once in 3 months
10%
11%
14%
50%
20%
0%
Total
SARK
UTL
Times
AISECT
NICT
Base
516
6
4
1
0
21
Daily
3%
0%
0%
0%
0%
5%
2-3 times a week
14%
0%
0%
0%
0%
5%
Once a week
13%
0%
0%
0%
0%
5%
2-3 times a month
26%
33%
50%
0%
0%
43%
Once a month
24%
50%
0%
0%
0%
29%
Once in 2 months
7%
0%
0%
0%
0%
14%
Once in 3 months
4%
17%
25%
100%
0%
0%
Less frequently than
once in 3 months
10%
0%
25%
0%
0%
0%
180
Frequency of Usage by LLII: By State
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
Base
516
43
46
36
1
20
Daily
3%
2%
0%
3%
0%
0%
2-3 times a week
14%
12%
9%
14%
0%
10%
Once a week
13%
0%
11%
33%
0%
5%
2-3 times a month
26%
0%
13%
22%
100%
25%
Once a month
24%
70%
24%
22%
0%
20%
Once in 2 months
7%
14%
17%
0%
0%
5%
Once in 3 months
4%
2%
13%
3%
0%
20%
Less frequently than
once in 3 months
10%
0%
13%
3%
0%
15%
Total
Himachal
Pradesh
Jharkhand
Madhya
Pradesh
Maharashtra
Manipur
Base
516
0
16
35
8
58
Daily
3%
0%
13%
6%
0%
0%
2-3 times a week
14%
0%
13%
6%
0%
24%
Once a week
13%
0%
6%
6%
0%
10%
2-3 times a month
26%
0%
31%
31%
0%
53%
Once a month
24%
0%
13%
31%
0%
10%
Once in 2 months
7%
0%
0%
11%
0%
0%
Once in 3 months
4%
0%
6%
0%
13%
2%
Less frequently than
once in 3 months
10%
0%
19%
9%
88%
0%
181
Total
Meghalaya
Nagaland
Orissa
Rajasthan
Tamil Nadu
Base
516
50
1
42
57
41
Daily
3%
2%
0%
0%
2%
5%
2-3 times a week
14%
18%
0%
12%
7%
27%
Once a week
13%
12%
0%
33%
12%
15%
2-3 times a month
26%
22%
0%
24%
35%
27%
Once a month
24%
14%
100%
24%
30%
15%
Once in 2 months
7%
8%
0%
5%
2%
12%
Once in 3 months
4%
6%
0%
0%
2%
0%
Less frequently than
once in 3 months
10%
18%
0%
2%
11%
0%
Total
Uttar Pradesh West Bengal
J&K
Uttarakhand
Base
516
31
29
0
2
Daily
3%
7%
10%
0%
0%
2-3 times a week
14%
26%
3%
0%
0%
Once a week
13%
13%
7%
0%
0%
2-3 times a month
26%
29%
21%
0%
0%
Once a month
24%
13%
21%
0%
0%
Once in 2 months
7%
3%
7%
0%
0%
Once in 3 months
4%
7%
3%
0%
0%
Less frequently than
once in 3 months
10%
3%
28%
0%
100%
182
Reasons for Using CSC (LLII): By SCA
Total
Zoom
Tera Software
SREI
Spanco
AID
Base
524
144
1
163
8
5
Ease of Access
78%
78%
100%
80%
75%
80%
Increased reach to your
beneficiaries
36%
36%
100%
38%
38%
80%
Convenient to use
72%
78%
100%
74%
63%
80%
61%
74%
100%
73%
75%
80%
63%
56%
0%
63%
88%
80%
49%
44%
0%
52%
75%
80%
Single window service
24%
24%
0%
24%
88%
0%
Higher profits
18%
14%
0%
20%
63%
20%
Saving in travel
52%
47%
0%
56%
50%
40%
Total
CMS
BASIX
Reliance
3i
J&K Bank
Base
524
88
66
6
10
0
Ease of Access
78%
59%
86%
83%
80%
0%
Increased reach to your
beneficiaries
36%
39%
24%
50%
50%
0%
Convenient to use
72%
61%
67%
100%
70%
0%
61%
39%
32%
67%
60%
0%
63%
65%
73%
67%
90%
0%
49%
40%
68%
67%
60%
0%
Single window service
24%
25%
21%
33%
40%
0%
Higher profits
18%
16%
27%
17%
0%
0%
Saving in travel
52%
35%
73%
67%
90%
0%
Reasonable service
charge
Saving of time in
comparison to other
means
Saving of cost in
comparison to other
means
Reasonable service
charge
Saving of time in
comparison to other
means
Saving of cost in
comparison to other
means
183
Total
SARK
UTL
Times
AISECT
NICT
Base
524
6
5
1
0
21
Ease of Access
78%
100%
100%
100%
0%
91%
Increased reach to your
beneficiaries
36%
33%
20%
0%
0%
14%
Convenient to use
72%
67%
100%
100%
0%
57%
61%
50%
100%
100%
0%
48%
63%
50%
60%
0%
0%
48%
49%
17%
20%
100%
0%
19%
Single window service
24%
0%
20%
0%
0%
5%
Higher profits
18%
0%
20%
0%
0%
0%
Saving in travel
52%
100%
20%
0%
0%
33%
Reasonable service
charge
Saving of time in
comparison to other
means
Saving of cost in
comparison to other
means
Reasons for Using CSC (LLII): By State
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
Base
524
43
47
36
1
22
Ease of Access
78%
58%
89%
89%
100%
55%
Increased reach to your
beneficiaries
36%
33%
36%
25%
0%
46%
Convenient to use
72%
56%
83%
67%
100%
55%
61%
35%
79%
64%
0%
27%
63%
79%
68%
42%
0%
27%
49%
44%
32%
22%
100%
18%
Single window service
24%
14%
9%
0%
0%
32%
Higher profits
18%
23%
34%
0%
0%
5%
Saving in travel
52%
33%
34%
64%
0%
32%
Reasonable service
charge
Saving of time in
comparison to other
means
Saving of cost in
comparison to other
means
184
Total
Himachal
Pradesh
Jharkhand
Madhya
Pradesh
Maharashtra
Manipur
Base
524
0
20
35
8
58
Ease of Access
78%
0%
90%
89%
75%
66%
Increased reach to your
beneficiaries
36%
0%
45%
29%
38%
59%
Convenient to use
72%
0%
85%
66%
63%
95%
61%
0%
65%
54%
75%
91%
63%
0%
70%
60%
88%
66%
49%
0%
60%
37%
75%
60%
Single window service
24%
0%
5%
17%
88%
26%
Higher profits
18%
0%
15%
0%
63%
10%
Saving in travel
52%
0%
45%
51%
50%
76%
Total
Meghalaya
Nagaland
Orissa
Rajasthan
Tamil Nadu
Base
524
50
1
42
58
41
Ease of Access
78%
88%
100%
64%
74%
93%
Increased reach to your
beneficiaries
36%
32%
100%
7%
17%
71%
Convenient to use
72%
62%
100%
79%
55%
85%
61%
26%
100%
45%
66%
88%
63%
88%
0%
29%
47%
76%
49%
82%
0%
26%
33%
83%
Single window service
24%
16%
0%
17%
40%
54%
Higher profits
18%
34%
0%
12%
10%
20%
Saving in travel
52%
84%
0%
48%
28%
68%
Reasonable service
charge
Saving of time in
comparison to other
means
Saving of cost in
comparison to other
means
Reasonable service
charge
Saving of time in
comparison to other
means
Saving of cost in
comparison to other
means
185
Total
Uttar Pradesh West Bengal
J&K
Uttarakhand
Base
524
31
29
0
2
Ease of Access
78%
97%
59%
0%
50%
Increased reach to your
beneficiaries
36%
58%
7%
0%
50%
Convenient to use
72%
77%
59%
0%
100%
61%
74%
62%
0%
50%
63%
74%
76%
0%
100%
49%
77%
38%
0%
50%
Single window service
24%
36%
24%
0%
50%
Higher profits
18%
36%
10%
0%
50%
Saving in travel
52%
61%
28%
0%
100%
Reasonable service
charge
Saving of time in
comparison to other
means
Saving of cost in
comparison to other
means
Barriers to Using CSC (LLII): By SCA
Total
Zoom
Tera Software
SREI
Spanco
AID
Base
954
253
5
343
28
7
Distance of the CSC
14%
14%
0%
13%
4%
0%
Frequent power cuts
33%
40%
0%
31%
7%
100%
High service charges
14%
19%
20%
13%
18%
14%
Limited number of services
56%
75%
20%
50%
7%
29%
44%
40%
40%
40%
11%
43%
12%
5%
20%
11%
54%
14%
2%
0%
0%
1%
7%
0%
Behavior of the VLE
8%
5%
0%
8%
15%
14%
Knowledge level of the VLE
Higher time taken for service
delivery
8%
3%
40%
10%
14%
14%
8%
12%
0%
7%
14%
29%
Lack of space available
12%
10%
20%
13%
4%
0%
Others
4%
0%
0%
7%
39%
0%
Irrelevance of Services
currently available
Non-availability of CSC/VLE
most of the time
People of certain
caste/religion are not
allowed to use CSC
186
Total
CMS
BASIX
Reliance
3i
J&K Bank
Base
954
117
98
19
18
0
Distance of the CSC
14%
25%
5%
5%
22%
0%
Frequent power cuts
33%
44%
9%
26%
50%
0%
High service charges
14%
15%
6%
0%
11%
0%
Limited number of services
Irrelevance of Services
currently available
Non-availability of CSC/VLE
most of the time
People of certain
caste/religion are not
allowed to use CSC
56%
40%
83%
21%
67%
0%
44%
42%
71%
58%
56%
0%
12%
15%
11%
11%
28%
0%
2%
7%
2%
0%
6%
0%
Behavior of the VLE
8%
13%
2%
10%
23%
0%
Knowledge level of the VLE
8%
13%
1%
5%
22%
0%
Higher time taken for service
delivery
8%
6%
1%
11%
17%
0%
Lack of space available
12%
14%
13%
5%
17%
0%
Others
4%
1%
0%
0%
0%
0%
Total
SARK
UTL
Times
AISECT
NICT
Base
954
13
35
3
0
15
Distance of the CSC
14%
8%
11%
67%
0%
13%
Frequent power cuts
33%
46%
23%
67%
0%
87%
High service charges
14%
8%
3%
0%
0%
7%
Limited number of services
56%
46%
23%
100%
0%
27%
44%
62%
71%
33%
0%
13%
12%
0%
17%
33%
0%
20%
2%
0%
0%
0%
0%
0%
Behavior of the VLE
8%
8%
12%
0%
0%
14%
Knowledge level of the VLE
Higher time taken for service
delivery
Lack of space available
8%
0%
9%
0%
0%
7%
8%
0%
0%
0%
0%
0%
12%
0%
6%
67%
0%
13%
Others
4%
0%
0%
0%
0%
0%
Irrelevance of Services
currently available
Non-availability of CSC/VLE
most of the time
People of certain
caste/religion are not
allowed to use CSC
187
Barriers to Using CSC (LLII): By State
Total
Andhra
Pradesh
Assam
Bihar
Chhatisgarh
Gujarat
Base
954
30
104
61
1
34
Distance of the CSC
14%
40%
23%
5%
0%
9%
Frequent power cuts
33%
80%
32%
54%
0%
27%
High service charges
14%
30%
4%
15%
0%
3%
Limited number of services
56%
40%
62%
38%
0%
35%
44%
37%
46%
57%
0%
32%
12%
33%
15%
13%
0%
6%
2%
20%
0%
0%
0%
0%
8%
16%
4%
13%
0%
3%
8%
10%
5%
15%
100%
15%
Irrelevance of Services
currently available
Non-availability of CSC/VLE
most of the time
People of certain
caste/religion are not
allowed to use CSC
Behavior of the VLE
Knowledge level of the VLE
Higher time taken for service
delivery
Lack of space available
8%
3%
3%
3%
0%
3%
12%
20%
4%
3%
0%
27%
Others
4%
0%
0%
0%
0%
3%
Total
Himachal
Pradesh
Jharkhand
Madhya
Pradesh
Maharashtra
Manipur
Base
954
2
61
54
30
66
Distance of the CSC
14%
0%
8%
11%
3%
6%
Frequent power cuts
33%
0%
44%
54%
7%
47%
High service charges
14%
50%
3%
9%
17%
5%
Limited number of services
56%
0%
39%
37%
13%
92%
44%
0%
57%
46%
13%
32%
12%
0%
13%
19%
50%
2%
2%
0%
0%
4%
7%
0%
8%
0%
12%
11%
13%
5%
8%
50%
7%
9%
13%
3%
Irrelevance of Services
currently available
Non-availability of CSC/VLE
most of the time
People of certain
caste/religion are not
allowed to use CSC
Behavior of the VLE
Knowledge level of the VLE
Higher time taken for service
delivery
Lack of space available
8%
0%
5%
9%
13%
9%
12%
50%
5%
11%
3%
21%
Others
4%
0%
0%
0%
37%
0%
188
Total
Meghalaya
Nagaland
Orissa
Rajasthan
Tamil Nadu
Base
954
52
3
157
81
59
Distance of the CSC
14%
6%
0%
6%
38%
14%
Frequent power cuts
33%
0%
0%
33%
37%
0%
High service charges
14%
0%
0%
34%
21%
7%
Limited number of services
Irrelevance of Services
currently available
Non-availability of CSC/VLE
most of the time
People of certain
caste/religion are not
allowed to use CSC
56%
94%
33%
68%
53%
44%
44%
90%
67%
47%
36%
56%
12%
8%
33%
6%
9%
10%
2%
4%
0%
0%
3%
5%
Behavior of the VLE
8%
4%
0%
2%
19%
0%
Knowledge level of the VLE
8%
2%
33%
0%
14%
2%
Higher time taken for service
delivery
8%
2%
0%
2%
32%
10%
Lack of space available
12%
6%
0%
9%
12%
15%
Others
4%
0%
0%
0%
0%
0%
Total
Uttar Pradesh West Bengal
J&K
Uttarakhand
Base
954
47
109
0
3
Distance of the CSC
14%
17%
11%
0%
33%
Frequent power cuts
33%
47%
23%
0%
33%
High service charges
14%
6%
12%
0%
0%
Limited number of services
Irrelevance of Services
currently available
Non-availability of CSC/VLE
most of the time
People of certain
caste/religion are not allowed
to use CSC
56%
79%
46%
0%
33%
44%
40%
24%
0%
0%
12%
6%
11%
0%
33%
2%
2%
0%
0%
0%
Behavior of the VLE
8%
26%
3%
0%
33%
Knowledge level of the VLE
8%
15%
11%
0%
33%
Higher time taken for service
delivery
8%
2%
11%
0%
0%
Lack of space available
12%
6%
24%
0%
0%
Others
4%
0%
21%
0%
0%
189
Annexure: About eTech Group, IMRB International
The eTech Group has been active in the area of Office Automation;
Telecommunications, IT, media and Convergence related markets for over a decade and
half.
The group has been actively analyzing some of the technologies/markets like:
•Telecommunications: Basic & Cellular phone services, Video conferencing Voicemail,
VPNs, WAP devices & services, Mobile VAS Usage and Attitude, Web 800, Televoting,
Voice Portal Services, Mobile Banking/ Remittance/ Advertising
•IT: PCs, servers, printers, language keyboards, software, hardware/software channel
management, Internet services, e-commerce, eGovernance, SaaS, Language software
etc.
•Media/convergence: DTH, Marketing of media time slots by niche channels, Cable
channel opportunity for advertising & usage of DVD technology, Opportunity for
Edutainment and distance learning services, potential for Tele-medicine application etc.
The Group has experience in conducting various client based commissioned and
syndicated market research studies over these years.
Address:
IMRB International, 8, Balaji Estate,
Guru Ravidass Marg, Kalkaji, New Delhi – 110019
Phone:
+91 11 42697800
Website:
http://www.imrbint.com
190