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2011 International Conference on Software and Computer Applications
IPCSIT vol.9 (2011) © (2011) IACSIT Press, Singapore

E-Governance in Public Transportation: U.P.S.R.T.C.
- A Case Study
Ajay Kumar Bharti 1, Sanjay K. Dwivedi 2
1
Research Scholar, Department of Computer Science, Babasaheb Bhimrao Ambedkar University
Lucknow, India
2
Reader & Head, Department of Computer Science, Babasaheb Bhimrao Ambedkar University
Lucknow, India

Abstract: As we know that an effective e-Governance will provide an efficient solution for most of the
problems in many government and public sectors in India. Transportation sector is not the exception for the
e-Governance. The use of Information and communication technology (ICT) in Transport sector causes
drastic change in the exploration of various services, provided by Vahan and Sarathi projects. Vahan project
supports all transactions related to vehicles such as issue registration certificate, fitness certificate, receipts
and permits etc, whereas Sarathi issue’s Learner Licence, Permanent Driving Licence and conductor licence
to the applicants. But this development in Transport sector is entirely different from the governance of State
Road Transport Corporation. This paper highlights some feeble features in governance of the Uttar Pradesh
State Road Transport Corporation (UPSRTC) which was found by an extensive survey, performed on
commuters as well as officials of UPSRTC.
Keywords: e-Governance, ICT, public transportation, survey.

1. E-Governance In Public Transportation Sector:
Now a day’s e-Governance is affecting every facet of Uttar Pradesh state Government and public sectors
as in [1], Transport sector is also enhancing or reengineering their administrative and service delivery
mechanism by using effective ICT technologies such as e-Governance. Transport sector provides two
successful G-C Projects to the society. The Vahan and Sarathi [2] projects in the Transport sector are running
successfully in many states of the India. Vahan project is dedicated for all the transactions or processing
regarding vehicles whereas Sarathi is related to driving licence and other activities. Uttar Pradesh
Governments provides e-Governance services through their Vahan project only. But this development in the
transport sector is not sufficient. According to the service delivery process, we can divide the Transport
sector in three major unit’s i.e. State Transport Authority (STA), Roads and Public Road Transport
Corporations.

TABLE 1: Share of Different Modes of Transports in GDP [3]
19992000 2000-01 2001-02 2002-03 2003-04 2004-05
Sector
As percentage of GDP (at factor cost and constant prices)
Transport of which: 5.7 5.8 5.8 6.1 6.2 6.4
Railways 1.1 1.1 1.1 1.1 1.1 1.1
Road Transport 3.8 3.9 3.9 4.1 4.3 4.5
Water Transport 0.2 0.2 0.2 0.2 0.2 0.2
Air Transport 0.2 0.2 0.2 0.2 0.2 0.2
Services * 0.4 0.4 0.5 0.5 0.5 0.4

Corresponding author. AJAY KUMAR BHARTI, Mobile Number.: +91 9935522230
E-mail address: ajay_bharti@hotmail.com

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Vahan e-Governance project is confined up to STA only. Therefore, there is huge scope for e-
Governance in Public Road Transport Sector to improve there services. Today, there is no alternative for the
public road transports in the Transportation because of its door to door availability. Transport sector accounts
for a share of 6.4 per cent in India’s Gross Domestic Product (GDP). Share of road transport is 4.5 percent
and gradually increased in India’s GDP as shown in the table 1. Indian roads are dominant mode of
transportation which carries almost 90 percent of passenger’s traffic and about 65 percent of freight [4]. Even
though most of the road public transports of states are not satisfied by their revenues. Their are number of
reasons for the unsatisfactory revenues in the sector i.e. mismanagement in the system, irresponsive system,
ineffective plans, lack ness of transparent system corruption and very limited use of effective information
and communication technologies are some major issues involved in the system. In next section we are
discussing some of common flaws which are observed by the extensive survey performed on well educated
commuters of road public transportation.

60

50

40
Yes
Little Bit
30
No
Can't Say
20

10

0
Awareness about e-Gov. in Awareness about the website Awareness about Other e-Gov.
UPSRTC of UPSRTC Projects running In Transport
Sector

Figure 1: Awareness in Commuters

2. Survey And Data Collection:
The objective of the extensive survey was to understand the awareness, satisfaction level for available
services and basic need of users or commuters regarding various issues involved in the Public Transportation.
Around 434 persons who were surveyed, are well educated commuters (because educational and technical
literacy is also one of the responsible factor for the poor governance: UP literacy rate according to 2001
census is 57.4%) and some are officials of public transportation who are directly involved in the planning,
regulation and operation of UPSRTC. There are some important facts of public transportation which was
discussed with commuters and officials through the questionnaire are categorized in three parts Awareness,
Satisfaction level and need to do or Issues involved in the system.

8

100

90

80

70

60 Yes
Little Bit
50
No
40 Can't Say

30

20

10

0
Awareness about e-Gov. in Awareness about the website Awareness about Other e-
UPSRTC of UPSRTC Gov. Projects running In
Transport Sector

Figure 2: Awareness in Officials

2.1 Awareness:
The awareness between users of the services or Commuters and provider of those services or Officials
are given in figure 1 and figure 2 respectively. It has been observed that awareness about e-governance in
UPSRTC is found un satisfactory among well educated commuters. As we have seen in the figure 1, the
commuters are aware but more than 50 percent is not aware about the website as well as the other
e-governance projects in the sector. If we consider poor literacy rate and technical illiteracy also then
condition became worse. Therefore UPSRTC needs to publish or advertise awareness programs through the
media or communication channels. But awareness about e-Governance in officials is also not very
encouraging as we seen in figure 2, because low awareness in service providers will causes the poor service
delivery to their customers in UPSRTC.

45

40

35
Satisfiaction Level in Percent

30
Not Satisfied
25 Below Average
Average
20 Above Average
Very Satisfied
15

10

5

0
e-Gov. Status in Current Current Inquiry Use of ETM in Grievance
UPSRTC Available system in UPSRTC system in
Services in UPSRTC UPSRTC
UPSRTC

Figure 3: Satisfaction Level in Commuters

2.2 Satisfaction Level:
Satisfaction level for the commuters is described in figure 3 where as satisfaction for officials are
represented in figure 4. In most of the defined parameters, the satisfaction levels in the commuters are
unsatisfactory except for the use of electronic ticketing machine (ETM). On other hand the satisfaction level
in officials are quite good except interconnectivity of UPSRTC between neighbouring sates. It clearly

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represents the gap between the satisfaction level in commuters and officials. If the services of UPSRTC are
good then it must be reflected back by the users of those services i.e. commuters. The financial growth of
UPSRTC is quite supportive for implementation of e-Governance (as in figure 4) but the available services
on their Website is not even updated as in figure 3. Therefore satisfaction level among commuters as well as
officials strongly recommended for the implementation of e-Governance in the Public Transport sector.

60

50
Satisfiaction Level in Percent

40
Not Satisfied
Below Average
30
Average
Above Average
20 Very Satisfied

10

0
e-Gov. Status in Current Available Interconnectivity Current Financial
UPSRTC Services in UPSRTC between Growth of UPSRTC
Neighbouring to Support e-Gov.
States

Figure 4: Satisfaction Level in Officials

2.3 Issues:
The needs of commuters are represented by figure 5, where as needs of officials are given in the figure 6.
According to commuters there are number of parameters such as Interconnectivity, use of ICT, on line
information’s and services, on which UPSRTC have to pay more attention to provide quality services to
90

80

70

60
Commuters Need for

Yes
50
Little Bit
40 No
Can't Say
30

20

10

0
Online Time
Online Ticket

to Control The
Interconnectivity

UPSRTC should

Grivance system
be Connected

Unnecessary
Through ICT
Neighbouring

Time bound
System

stopages
Table
Depots of
Between

States

Figure 5: Commuters Need
their users. Also want attention on mechanism for locating the specific services. On other hands official’s
needs are focused on interconnectivity private public partnership involvement for bridging the infrastructure
gap, officials are also concern about some mechanism for tracking or locating the individual services of
UPSRTC.

10

70

60

50

Officials Need for
Yes
40
Little Bit

30 No
Can't Say
20

10

0

Online Time

Online Grivance
locate Particular

Online Inquiry
Interconnectivity

up infrastructure
PPP help to fill
Between depots

through SWAN

Machanism to
of UPSRTC

Table
syestem

System
service
gap

Figure 6: Official’s Need
As we have seen that in figure 6 officials are less concern about the online inquiry system, and online
time table. But in online availability of information is the primary concern of e-Governance. It has been
observed that the needs of commuters and officials are almost similar which clearly indicates the necessity of
e-Governance to provide effective and efficient Services to their users.

3. E-Governance: Gateway For The Quality Services In Upsrtc:
The mission of UPSRTC is to provide Efficient, Economic, Co-ordinated and adequate passenger road
transport services to the users. This became reality after implementing e-Governance in an effective way. E-
Governance needs to focus on three basic things i.e. ease of interaction, availability and quality services.
According to the Gartner Group (Baum and Di Maio) four stage model for the e-Governance [5] was
discussed considering UPSRTC’s current available services.
• Web Presence: In UPSRTC, it provide a well developed website for the public transport corporation,
but available information’s should be updated to provide quality services to commuters as in figure 3.
• Interaction: In this stage, users can interact with their agencies through online forms, e-mails or by
downloading documents. UPSRTC provides some functionality on their website but low level of
awareness (as in figure 1) and limited functions need more attention.
• Transaction: In transaction users can perform business with the agencies such as online ticketing,
online payment etc. UPSRTC provides such services only for their premier bus services; therefore it
must be extend to facilitate more users.
• Transformation: Government transform the current operational processes to provide more efficient,
integrated, unified and personalize services at their regional or national levels including internal and
external applications to provide full communication between government and non government
organization. UPSRTC will require the process re-engineering to provide better services to their
commuters.

4. Conclusions:
Services of UPSRTC lags behind because of unawareness and number of issues related to the
accessibility of services and public transportation, which ultimately causes low level of satisfaction for the
UPSRTC services among commuters. On other hand, officials of UPSRTC also feel the need of some
effective and efficient mechanism for flawless governance of public road Transport Corporation. Therefore
we can say that public road transportation requires new ICT enabled services which provides effective,
efficient, accountable and transparent system to the commuters as well as officials because computerization
of government services have capability to minimise corruption, provide transparent system and quality
service to their users. Therefore an extensive survey was performed on commuters of UPSRTC as well as
Official of UPSRTC to identify the actual status in the public Transport sector in Uttar Pradesh. On the basis
of survey results it has been observed that there is huge gap of between the service users and the service

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providers of UPSRTC. As in figure 3 and 4, commuters are below satisfied by the current available services
where as officials of UPSRTC are above satisfied. The interconnectivity is also one of the major issues
which have to resolved, this gap has to be minimised by using effective methodologies for the governance.
The purpose of extensive survey is to find the awareness, satisfaction level and the issues involved with in
UPSRTC. On the basis of survey an e-Governance model for Public transportation would be proposed. This
advancement in governance process of UPSRTC will be helpful for providing effective, transparent, efficient
services to their commuters.

5. References:
[1] Shefali Nandan, Lession from E-government initiatives in Uttar Pradesh, www.csi-
sigegov.org/egovernance_pdf/4_26-32.pdf
[2] Vahan and Sarathi E-Governance at Regional Transport Offices in Taminnadu
www.tn.nic.in/tnhome/projectfiles/brochure-transport.pdf
[3] Government of India Planning Commission New Delhi,
http://planningcommission.nic.in/aboutus/committee/wrkgrp11/wg11_roadtpt.pdf
[4] India Transpor Sector - Roads
http://web.worldbank.org/WBSITE/EXTERNAL/COUNTRIES/SOUTHASIAEXT/EXTSARREGTOPTRANSP
ORT/0,,contentMDK:20703625~menuPK:868822~pagePK:34004173~piPK:34003707~theSitePK:579598,00.htm
l
[5] Hala Al-Khatib, A Citizen Oriented E-Government Maturity Model,
http://www.brunel.ac.uk/329/BBS%20documents/PHD%20Doctoral%20Symposium%2009/HalaAlKhatib063208
5.pdf

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