Study of Indian

Government
Online – 2009
Contents
INTRODUCTION ......................................................................................4
Indians Are Increasingly Accessing The Government Online ...................6
Government Has A Large Web Presence.................................................8
Government Web Initiatives: Impact ....................................................10
Long Way To Go ...................................................................................14

EXECUTIVE SUMMARY .........................................................................15

Heuristic Analysis Of Government Portals.............................................16

ONLINE GOVERNMENT – THE BUILDING BLOCKS..................................19

Navigation ...........................................................................................20
Search ..................................................................................................24
Information Hierarchy ..........................................................................28
Design Aesthetics .................................................................................32
Support Services ..................................................................................36
User Experience....................................................................................40

IMPLICATIONS OF A SUB-PAR E-PRESENCE ...........................................43

GUIDELINES FOR A WORLD CLASS E-PRESENCE....................................44

CENTRE FOR WEB EXCELLENCE ............................................................46

METHODOLOGY ...................................................................................47
Appendix A: Parameters Used In The Study..........................................50
Appendix B: Government Websites' Ranking ........................................53

ABOUT THE AUTHORS ..........................................................................55

ABOUT WEBCHUTNEY'S dotGOV DIVISION

Information is
the currency of
Democracy
 Introduction
Over the past several years, the amount of government information on the
internet has grown exponentially. At last count, there were over 7,000
major government portals providing information and services to
approximately 50 million1 Indian internet users every month.
The Indian government has adopted a proactive approach towards
adopting the web in communicating and interacting with citizens. Under
the aegis of the Ministry of Communications & Information Technology,
several agencies including the NIC have spearheaded the rapid rollout of
e-governance projects. Some of the marquee projects such as eSeva,
MCA21 and Passport project have drawn widespread acclaim for the
tremendous impact that they have had on improving efficiency and
transparency. From details on tax regulations to advice on civil rights and
responsibilities, government web sites serve millions of people each day. In
a world where dozens of web sites spring up on every possible topic, the
public views government sites as important, authoritative sources.
Additionally, the government is increasingly becoming the single largest
creator and disseminator of online content in India. The medium is being
leveraged by citizens to research, procure services and interact with the
government on a multitude of issues. Given the proliferation of government
websites, it is becoming increasingly important for the government to
ensure that its presence on the internet conforms to global standards of
usability and efficiency.
Webchutney decided to study the government presence online by
undertaking a structured analysis of central and state government portals
and a primary survey on the requirements of Indian citizens from the
government web portals. The secondary research was undertaken to
understand how the government's online presence fared against globally
accepted best practices of website design, content, aesthetics, usability and
user-experience. The findings from the study are presented in this report.
With India ranking 113th on the United Nations global e-Governance
index2, it is time for the government to act and improve the effectiveness
and efficiency of its web presence.
4

Source: 1JuxtConsult India Online Report 2008 2

United Nations e-Government Survey 2008
India has the 8th
largest internet
population in the
world
 Indians Are Increasingly Accessing
The Government Online
India is undergoing a period of meteoric growth in internet usage, with a
total user base of approximately 50 million users. The key drivers behind
the boom in internet usage have been proactive government policies,
increasing penetration of internet access devices including mobile phones
and demand from an increasingly young population for information and
entertainment. With over 50% of India’s population under 25 years of age,
this period is witnessing the emergence of a new class of net-savvy citizens
who are keen to proactively interact with the government and are seeking
information and action from the government on the internet.

Indian Internet Users Population1

21%
17%
10% 49.4 Regular Internet Users (Millions)
40.8
34.9
% Growth YoY
31.7

2005 2006 2007 2008

Over 71% of Indian The internet is

Internet usage internet users are poised to play a
has grown at a from non-metro significant role in
rapid 16% towns and villages enabling the
CAGR over past - Internet is no government to
four years. longer an elitist reach out to the
phenomenon in citizens with
India. information, tools
6 & services.

Source: 1JuxtConsult
With a plethora of websites across central, state, local and corporate
bodies, the government has emerged as the single largest producer,
consumer, and disseminator of information in India, with websites that
serve millions of people each day.

Indian Internet Users Visiting Government Websites1

5.0

2.9
2.6 1.4
1.0
Indianrailways.gov UPSC Ministry of Ministry of Ministry of
website Corp Affairs Finance Personnel

Unique Users Per Month (In Lakhs)

Data for the month of July 2009

The government has aggressively rolled out its internet

presence, with the Ministry of IT & C spearheading the initiative.
Large number of Indians have increasingly taken to the internet
to meet their information, transaction, record, grievance needs
with the government.

Nearly five million Indians accessed the top 20

Indian government websites in July 2009.

Source: 1Vizisense July 2009

 Government Has A Large
Web Presence
The Indian government was among the early adopters of e-governance in
the 1980’s and initiated several projects to expand its e-presence, with the
NIC (National Informatics Centre) spearheading the initiative. The Indian
government has undertaken several e-Governance projects to improve
delivery of services to citizens and employees’ alike, created more transparency
and empowered citizens through access to knowledge and information.
Notable e-Governance initiatives include BHOOMI, CARD (registration),
e-Seva, SETU, Drishtee, nLogue, Gyandoot and Teachers’ Transfer in Karnataka.

There are approximately 6,678 government websites

in India across central, state, PSU and local bodies1

e-Governance Map of India

Ministry of Commerce has

kicked off the 10 year
e-governance project to
enable businesses to easily
access government
Information (July 2009).

Ministry of External Affairs awarded

Rs.1 Billion to the ‘Passport Seva
project’ to reduce passport issuance
period to 3 days (Oct 2008).
High
Medium
8 Low

Source: 1Goidirectory.nic.in
MCA21 dramatically
reduced compliance
costs for Indian
Corporates
 Government
Web Initiatives: Impact
The projects that Central & State governments have rolled out have had
tremendous impact on the end user – the Indian citizen. Here, we analyze
two examples of Central & State driven e-governance projects.
Case Study: MCA21 Project for Ministry of Corporate Affairs
The implementation of the MCA21 project for taking the corporate record
filing and access process online has had a tremendous impact on the time
and costs involved for citizens, corporates and the government alike. A
snapshot of the time saved for corporates is illustrated below.1

Efficiency in Service Delivery: MCA 21

Nature of Service Prior to MCA 21 After MCA 21
(Days) (Days)
Name Approval 7 1-2
Company Incorporation 15 1-3
Change of Name 15 3
Charge Registration/ Modification 10-15 2
Registration of Other Documents
Annual Return 60 Instantaneous
Balance –Sheet 60 Instantaneous
Change in Directors 60 1-3
Change in Registered Office Address 60 1-3
Increase in Authorised Capital 60 1-3
Inspection of Public Documents Physical Appearance Online Public View

10

Source: 1mca.gov.in, Performance Review

eSeva successfully
brought 66 disparate
government services
online
 State Government e-governance Case Study:
e-Seva Project in Andhra Pradesh
Objective
The eSeva project (Andhra Pradesh, 2001) was a novel concept which
sought to centralise and bring online 66 disparate government services
which were handled out of multiple government offices.

Solution
The solution was a joint effort by NIC and private companies which rolled
out 46 eSeva centres which served as single point of contact for payment of
taxes, delivery of certificates, bill payments, document clearance, granting
of licences and permits, asset licensing, forms submission and all other
relevant government services.
eSeva was an excellent example of PPP (Private Public Partnership), well
before the term entered the common lexicon with the government
providing the data, premises, management and the private players
contributing the software, hardware and payment infrastructure.
This project was also an early example of an optimal revenue sharing
arrangement between the government and private players which
successfully ensured that the project was sustainable for all players while
also providing the services at the lowest possible cost to the citizens.

Impact
The scheme has been a tremendous success and has drastically reduced the
time and cost involved for citizens in interacting with the government.

12
India ranks 113th
on the United
Nations global
e-Governance index
 Long Way To Go
India ranks 113th on the United Nations e-governance readiness
Index, which is lower than most economically comparable countries
including the BRIC grouping.

United Nations e-Governance Readiness Index - 2008

India
86%
China
57% Russia
50% 51% 45%
38% Brazil
USA
World
India China Russia Brazil USA World

Out of the 27 projects under the NEGP (National e-Governance

Plan), only one has been completed till date.

In India, one clearly discernible trend in the government’s efforts to

expand its presence on the web has been the lack of a focused and
holistic approach. The overwhelming majority of government web
properties have been conceptualised and launched by individual
government entities without subscribing to any overall theme on either
design or delivery (of information/ services). The other drawback relates
to the approach – which has been towards migrating the existing offline
information/ delivery process online without a holistic approach in terms
of identifying the needs, potential methods of delivery and the optimal
use of web resources to ensure citizen’s satisfaction.
14
Executive Summary
Causes for India's e-Government?

Citizens are increasingly using online media to interact with the

Government. With the widespread success witnessed in adoption of
services, information and tools provided by the government in areas
like railway bookings, passport processing, tax information etc,
citizens are increasingly favouring the quick and hassle free channel
of the web as a primary medium of interaction with the government.
According to proprietary primary research conducted by Webchutney,
Indian citizens use government websites for the following purposes.

Research-Tourism
Research-
8% Queries
Tax/Finance 10%
11%
32% Greivances
Research-
Records/Utilities
100% 3%

Total
36%
Research-Policies/
Regulations Base: 772

While Indians are increasingly interacting with the government online, the
web experience leaves much to be desired.
Our study conducted in August 2009 of 70 Central and State government
websites indicates a majority of Government Websites lack in fundamental
‘experience’ parameters.
Most of the web properties have issues around navigation, content
presentation, user-experience, design etc. These factors directly impact how
a citizen interacts with the website and how ‘useful’ the website is to him 15
to meet his / her objectives.
 Heuristic Analysis
of Government Portals
Webchutney performed a heuristic analysis on 35 state government and
35 central government websites using a proprietary framework that
incorporated over a hundred parameters1 to assess the compliance of
government websites with globally accepted best practices and standards
in website design and functionality.

Navigation Search Information Hierarchy

37%
44% 43%
56% 63% 57%

Compliant Compliant Compliant

Non Compliant Non Compliant Non Compliant

Design Aesthetics Support Services User Experience

50% 31% 33%

69% 67%
50%

Compliant Compliant Compliant

Non Compliant Non Compliant Non Compliant

16

1
Refer Appendix A
Best Performing Websites in Webchutney 2009
Government Web Presence Survey

Central Government
Ministry of Power: Informative
sections for Children, Consumers, Election Ministry of Road
Teachers and Students and Commission Transport & Highways
investment opportunities for
private companies. Important
3
1 2
links for users like FAQs, Contact
Us, Feedback, and Sitemap. Ministry of Power
Ministry of Road Transport
and Highways: Information is clear, organized and user-friendly. From
traffic data to road safety, information hierarchy has been given ample
attention to make the website user friendly.
Election Commission: Well-designed layout to navigate through vast
amount of information. Clear headers for quick access.

State Government
Tamil Nadu: E-services for citizens
and businesses include grievance Tamil Nadu
redressal, transport, land record Gujarat
Delhi
and welfare schemes. Local
language version of the site 3
1 2
equally citizen-friendly
Delhi User-oriented website with
services categorised for citizens,
employees and businesses separately. Features like 'Application Status
Finder', payment of bills, vehicle, marriage, ration card, passport registration
etc. are easily used.
Gujarat: Offers newsletter subscription to keep abreast with latest
developments in Gujarat. Information hierarchy, and site navigation offer 17
easy access to information.
 Under Performing Websites in Webchutney 2009
Government Web Presence Survey

Central Government
Ministry of Statistics and
Ministry Ministry of Rural
Programme Implementation: of Steel Development
Inconsistent fonts, colours, and
flashing distracting design make 3 2
navigation a cumbersome
experience. Linked and non linked 1
text are difficult to distinguish. Ministry of Statistics
& Programme Implementation
Ministry of Rural
Development: No search feature
on the website for quick access to government initiatives in rural affairs.
PDF documents uploaded with volumes of data for simple contact support.
Ministry of Steel: Visual noise distracting for the user. Page design and
information layout are different on each web page, with no links to Home
page or global navigation bars.

State Government
Sikkim
Sikkim: Information overload on
the home page with blinking 3 2
graphics. Page headings and
website branding are inconsistent Chattisgarh
1 Uttarakhand
on different pages.
Uttrakhand: Website is full of
PDF documents which take time to load and make navigation difficult. No
support service or interactive features for users
Chhattisgarh: The website has been organized as per content available
with the government, not as per the user's requirement. Current session has
18 to be terminated to browse through different pages, due to absence of
links to Homepage or global navigation scheme.
Ensuring ‘Citizen Delight’ with Online
Government – The Building Blocks

Navigation

Information
Searchability Hierarchy
Successful
e-Presence for
the Government

Design
User
Aesthetics
Experience

Support
Services

Our study of select Indian government websites indicated that while the
government has made a credible effort in developing websites, most of
them lack in fundamental 'experience' parameters with issues around
navigation, content presentation, user experience and design. These factors
directly impact how a citizen interacts with the website and how ‘useful’
the website is to him to meet his / her objectives.
Our recommendations to improve usability in government websites suggest
immediate attention towards citizen-centric efforts which include
implementation of best practices and mandatory measurement metrics.
Existing requirements should include: privacy, security protocols,
accessibility, information quality, multi-lingual support, digital rights,
copyright, and performance results, scheduling content to be posted; and
categorizing information. An independent, third party entity must measure
customer satisfaction and usability of these websites using expert views, 19
heuristic studies and citizen feedback.
 Navigation
One of the key considerations in website design is the presentation of the
information and tools on the property. Of these, information is the primary
driver for most users to access a government site. The presentation of this
information has to be in an intuitive and user friendly manner with due
regard to ease of access and layout. Some of the factors that are to be kept
in mind while designing the navigation elements are:
1. Are there hints to help users navigate through the length and breadth
of the website?
2. Can they go to related pages easily?
3. Does a site map exist?
4. Can they figure out where they are at any time, with the help of
Breadcrumbs (navigation path)?

Report Card
Compliance with Best Government
Navigation Standards Websites (Navigation)
Rank Website of
1 Government of Tamil Nadu
Compliant 2 Ministry of Power
44%
56% Non Compliant 3 Government of Gujarat
4 Government of Kerala
5 Government of West Bengal

Only 33% of all surveyed sites have a sitemap, which is a bare

essential in navigational tools – The amount of time lost in identifying
relevant sources of information due to lack of a site map can negate
the very intent of having a website.
Only 1% of government websites have fully functional links – A
shocking 99% have broken links, which can result in a frustrating
experience for the user.
An overwhelming 80% of websites do not indicate to a user current
20 position on the site – lack of navigation path/ 'breadcrumbs' is a
serious navigational lacuna.
 Our study also indicated several essential elements related to
navigation consistency and context missing in most government
sites included in the study.

Barriers to Navigation

%Yes %No
Is there more than one way to navigate the site? 100
Is the sitemap consistent with high-level navigation? 26 74
Is the site free from extraordinarily long pages? 53 47
Is the site free from broken links? 1 99
Is the local/global navigation scheme consistently
applied across the site? 53 47
Is the linked text different from the non-linked text? 36 64
Is the home page link inactive on the home page? 37 63
Does the structure of the site match the way users think? 56 44
Does the site provide top link at the bottom
of the long pages? 21 79
Does the site have a site map? 33 67
Does the site contain a ‘related links’ page? 50 50
Does the navigation help identify position on the site? 20 80
Are the navigation options clear? 57 43
Navigation bars at the top and at the bottom
of the page for easy access? 31 69
Are the links to non-web files identified as such? 24 76
Are the links that go off site clearly identified? 100
Are the links clearly marked? 27 73

21
 Navigation should be Consistent
Inconsistency in navigation implies that users must re-learn the navigation
scheme for each section or page. Inconsistent navigation also makes it
difficult for users to identify their position on the site and makes it difficult
to navigate back to previous pages.

The illustration of the Ministry of Defence website given below

highlights some of the issues related to poor navigation on a portal.

Different left and right

navigation schemes
confuse the user.

Navigation scheme changes

completely on a different page.
No labels or global navigation
exists. The user has to click
through each page to know its
contents.

No navigation path
(breadcrumbs) specified
to identify the current
position on the site
with inconsistent
navigation schemes.

22 There should be navigation bars available at the top

and bottom of the page for easy access to information.
 The website of Chandigarh is an excellent example of a site
designed with adherence to all navigational guidelines. The website
is illustrated below with key features highlighted.

Owner of the site is clearly

visible and remains
consistent with sub sites

Local and
Global
navigation
remains clear
Like items are and consistent
grouped together throughout
with user centered the site
labels for easy
access

Clear
navigation
Links are options
distinguished from facilitate easy
non-linked text identification
of desired
tasks

Global navigation links

at the bottom of the
page for easy access

23
 Search
The extent of information made available by the central, state, local
governments on the internet has been increasing exponentially over the
years. The number of portals on which this information is distributed has
also been growing at a rapid pace. According to the National Informatics
Centre, there are approximately 6,363 documents on the National Portal of
India and about 5,999 state government document on the various portals*.
This surfeit of information can often hinder the ability of a citizen to quickly
access the most relevant information that he/she wishes to access.
Search as a feature is critical to enable citizens to cut through the clutter
and increase efficiency of the government websites in providing relevant/
useful information and services.
Our study indicates that only 37% of all government websites comply with
Search functionalities.

Report Card
Compliance with Best Government Websites
Search Standards (Search)
Rank Website of
1 Ministry of Women &
37% Child Development
Compliant
63% Non Compliant 2 Central Information
Commission
3 Government of Daman & Diu

Provision of a search facility has to be coupled with equal access

from all parts of a website – A majority (two-thirds) of all websites
surveyed did not offer the feature.
Validity of search results is a key parameter for enhancing access to
information – A significant 74% of the sites had invalid/ irrelevant
search results.
Cutting edge search standards mandate the necessity of providing
24 relevancy rankings for search results – This emerged as the largest
gap with not even 1 of all surveyed websites offering the feature.

*Source: Access to Government Information in the digital Environment by Dr. Paramjeet K. Walia
 Our study also indicated that several key aspects related to
searchability were missing in most government sites included in
the study.

Results of search usability in government websites

%Yes %No

Is the search facility clearly marked? 46 54

Is the search facility accessible from every page? 34 66

Does the site provide facility to sort search results by
parameters such as date of relevancy? 0 100

Does the site have advanced search facility? 17 83

Does the site have a search facility? 54 46

Does the search provide relevant results? 26 74

Does the search field accept Boolean
operators such as ‘and’? 40 60

Are there relevancy ratings on the search results? 0 100

Are the search outcomes free from similar results? 44 56

25
 Search is Critical with relevant
Search Results
Search results should have clear titles and summaries so users can identify
information most relevant to them. Users often cannot determine the
relevance of the search result unless they click on the link, and this can lead
to wastage of time.
In the anticipation of “The Indian Budget 2009-10” and its aftermath, the
average monthly page views of the Finance Ministry Portal
(http://finmin.nic.in/) hovered around 458,000.1 The website carries
significant amount of critical information for users, but ironically, does not
employ a search facility to access and utilise this information efficiently.
Similarly, the Indian Railways portal is an important source of information
for millions of people in their daily lives. Although a Search option is
available, the link is not live and is a disappointing feature for the user.
Most of the government portals fare poorly on search parameters. A couple
of examples are illustrated below.

Search Facility missing

throughout the Ministry of
Finance portal, which is an
important source of
information for citizens

Indian Railways' website has a Search

function but leads to an inactive page with
no results. This is frustrating for citizens and
26 a poor example of being user-friendly.

1
Vizisense July, 2009
 Below is the example of Central Information Commission's
website which provides well-rounded, robust and user-friendly
search options.

Search option provided in Global

navigation ensures users stay on
the site and find information
from any page on the website.

Advanced search facility

helps expand search
options within the website
as well as the web.

Search results are relevant

to keywords ‘Right to
Information’ and include
tags with metadata to
glance and sort relevant
'Search tips' facility makes
links according to users’
this feature user friendly
convenience.
with adequate help in
tracking information.

27
 Information Hierarchy
Content is the lifeline of any good website. The presentation of content on
a web page should reveal a clear information hierarchy—an indication of
the level of importance of the content. This helps users find high priority
content and important navigation paths easily. Without clear information
hierarchy, content may appear cluttered on the web site and users have
difficulty deciding where they will get the most value.
Our study indicates that only 57% of all government websites comply with
information hierarchy best practices.

Report Card
Compliance with Information Best Government Websites
Hierarchy Best Practices (Information Hierarchy)
Rank Website of
1 Government of Tamil Nadu
57% Compliant 2 Ministry of Urban
43% Non Compliant Development
3 Ministry of Power

The evaluated sites scored well on many measures of content usability.

Content was appropriate for government sites, time-sensitive information
included a ‘date stamp’, page headings existed and were appropriate, and
contextual content was frequently provided. However, the sites in general
scored poorly on two content usability criteria that are critical to providing
a good experience for users: user centered site structure and clear
information hierarchy.

28
 Our study also indicated that content was treated poorly in
many government sites.

%Yes %No

Is there plenty of white space? 29 71

Is the site free from obsolete data? 37 63

Is the presentation organised to facilitate
scanning the page? 46 54
Is the language and tone of the content
suitable to the target user? 1 99
Is the content organised based on user needs? 0 100
Is the alternate language format as comprehensive
in content and features?
31 69
Is it easy to understand how information
is organised on the site? 49 51
Does the site provide facilities to
download necessary fonts? 6 94
Does the site offer e-newsletters for updates? 13 87
Does the site have language options? 43 57
Does the site have clear information hierarchy? 47 53
Does the content appear to flow from the upper left
corner to the lower right corner? 46 54
Do the font size, type and color facilitate easy
reading of the content? 31 69
Are the higher-level pages free from
large uninterrupted text block? 0 100

Errors such as typographic and grammatical errors could be found

in over 30% of all surveyed websites.

Ease of readability of text lines was found to be lacking in nearly

16% of the websites.

However, of all the website design guidelines, government websites

performed best on the information hierarchy aspect. 29
 The website of the government of Uttarakhand does not
comply with most of the widely accepted information
hierarchy and content guidelines.

The Uttarakhand
state portal has NIC
as the dominating
brand.

The Home
page is
cluttered with
links and
information.

Very little thought has been

given to content layout and
information architecture
while site design has been
completely ignored.
30
The Election Commission of India serves as a good example of clear
information hierarchy and content layout presented in site design.

User centered
labels help save
time in
completing
tasks

Information is
presented in a
manner that
facilitates
easy scanning.

Plenty of white space

31
 Design Aesthetics
The ability of a website to appeal and engage a user is the key to attracting
the attention of a visitor. This is usually a function of the design aesthetics
of the website. Half of the surveyed government websites fail to meet the
best-in-class standards of website design.
There is no consistency in site design, use of color, font and other important
aesthetics across all Indian State and Ministry portals. The use of distracting
and irrelevant graphics and inconsistent typography is prominent in a
majority of the websites tested. It is imperative for the Government to
consider a complete make-over for such websites and incorporate Web 2.0
standards of minimalistic, simple and clean design to ensure website recall
and usability.

Report Card
Compliance with Design Best Government Websites
Aesthetics Standards (Design Aesthetics)
Rank Website of
1 Ministry of Power
50%
Compliant 2 Government of Gujarat
50% Non Compliant 3 Government of Kerala
4 Government of Orissa
5 Government of Tamil Nadu

The Election
Commission of
A subjective survey of appeal of the website design
India exposed
offers very
useful
low levels of 'appeal' from a citizen's point ofinformation
view. to
citizens through a
Inconsistent and sub-par use of content display well laid out
formats prevent the
user from clicking through and exploring the website.
content structure
and clear
information
The vast majority of the government websites have tremendously
underutilised the ability of the internet to deliverheirarchy
an interactive
32 experience for the user.
 Results of effective use of
aesthetics and branding in site design

%Yes %No

Is the use of colour, buttons and sliders helpful? 44 56

Is the site interesting and appealing? 0 100

Is the site free from intrusive and annoying
graphics or other media? 40 60

Is the objective of the site clear? 56 44

Is the look and feel of the site consistent? 53 47

Is the branding of the site memorable? 20 80

Does the site make appropriate use of
the interactive medium?
14 86
Does the site have different options for
high speed and low speed users? 1 99
Does the site always succeed in avoiding the need for the
user to look at the URL to see if he has left the site?
0 100
Does the branding match with the look
and feel of the site?
49 51

Does it make the user want to come back? 0 100

Does it encourage the user to click through? 0 100

Government Websites need to convey a sense of

professionalism and integrity in order to create user
confidence. Users, ranging from citizens to employees
to foreign visitors should be able to understand the
sense of purpose and public service that the respective
government body wishes to convey.

33
 The Ministry of Labour website fails to meet several of the design
guidelines that are necessary for any portal to be effective in
appealing to users.

Extensive/
over-use of
colour in the
website

Visual noise in
the website
with flashing
multicolored
‘NEW’ and
‘UPDATED’
shout-outs

Inconsiderate
site design leads
to eye-strain for
the user due to
excessive text
and unappealing
aesthetics
34
 An analysis of the Ministry of Power website, which exudes
simplicity of design, makes it a good example for most government
websites to follow.

Simple yet
memorable site
branding

There is no use Not too many Consistent

of flashing variations in look and feel
colorful blinking font style and of site design
graphics which color make is more
hurt the eye and text easily engaging,
make the design legible ensuring
un-appealing. repeat visits 35
 Support Services
Feedback, FAQs and contact through e-mail are the only few interactive
elements on a website which give citizens real time information on website
usability and its success. The FAQ pages are full of keywords, which is an
essential feature for search engine optimization while being one of the
most vital pages in any website design.
As 60% of Indian government sites overlook to provide appropriate contact
details, and only 21% provide FAQs, it is imperative for government
agencies to take appropriate measures to enhance interactivity in these
websites to enable better governance.

Report Card
Compliance with Best Government Websites
Support Standards (Support)
Rank Website of
1 Ministry of Corporate Affairs
31% Compliant 2 Election Commission of India
69% Non Compliant 3 TRAI
4 Government of Tamil Nadu
5 Ministry of Labor &
Employment

A shocking 79% of all websites do not offer an FAQ section – which

seriously hinders the efficiency of information search on the portal.

Not a single one of the surveyed sites provided the safety and security
policy which is an absolute essential as part of the website design.

Only 30% of the surveyed websites had any means of feedback

available – which is a sad commentary on the utilisation of the most
36 interactive medium available to the government.
 Our study indicated that most of the government websites lack
in security related functions. Some areas for immediate attention
are highlighted below:

Service, Support and Security

%Yes %No

Is the security policy easily found? 0 100

Is the security policy clear? 0 100
Is the privacy policy easily found? 6 94
Is the privacy policy clear? 6 94
Is the ‘contact us’ link displayed in a consistent location on every page? 40 60
Is confirmation page returned when feedback is submitted? 39 61
Does the site offer troubleshooting information? 0 100
Does the site offer FAQs? 21 79
Does the site mention hours-of-operation for each physical location? 0 100
Does the site list regional offices phone and fax numbers? 29 71
Does the site have an online feedback/request form? 30 70
Does the site also indicate primary contact name? 40 60
Does the request form validate effectively? 100
Does the feedback/request form have only a few required fields? 30 70
Does the feedback confirmation include a timeframe for response? 100
Do the multiple customer service media (phone, fax, email) work? 33 67
Did the query was responded satisfactorily within 2 days? 100
Did the company respond within a hour with acknowledgement? 100
Are the FAQs useful? 16 84
Are the FAQs thorough, concise and well organised? 16 84
Are form fields arranged in a logical order? 44 56

37
 Several government websites have low
levels of service support

The FAQs section in the Ministry of Road

transport & Highways' website has information
on international driving permit, but offers no
information to citizens on national (Indian)
driving permit/license.

The Ministry of Information and Broadcasting has only ONE

question and answer in its FAQ section, which offers little help
to citizens seeking relevant information.

The Jammu and Kashmir Website

offers a physical address and e-mail ID
in the 'Contact Us' section, but there
are no ‘HelpLine’ telephone or fax
38 numbers listed for citizens to contact
and obtain information directly.
A good example of a website that provides a good support
service on the site is the Delhi government website.

Delhi Government is the

only state portal to provide
FAQs on their website

‘Government Telephone
Directory’ is a very useful
additional feature for
citizens

Appropriate use of interactive

services such as ‘Contact us’ and
’Feedback’ are displayed consistently
throughout all pages.
39
 User Experience
User experience encompasses all aspects of the end-user's interaction with
the agency, its services, and its products. A key requirement for an
exemplary user-experience is to meet the exact needs of the user and
provide accurate, relevant information and reliable service delivery.
Considering the nature of elements evaluated, described and discussed in
the report so far, it can be inferred that there is a lot to be desired
regarding their 'Usability'.

Report Card
Compliance with Best Government Websites
User Experience Standards (User Experience)
Rank Website of
1 Ministry of Corporate Affairs
33% Compliant 2 Government of Gujarat
67% Non Compliant
5 Ministry of Law & Justice

An overwhelming 97% of all websites relied on text-only

information which reduces a user's ability to quickly reach
relevant information.

Almost 86% of the websites lack explanatory portions for the

interactive features which reduces their usefulness to the
general public.

Most of the websites lack cross-browser compatibility which

is a bare essential for a website.
40
 Most websites tested launch successfully in multiple browsers, but are
only fully functional in Microsoft Internet Explorer. While it is possible
to view and these websites in Google Chrome, Firefox etc. website
functionality gets impaired with certain features turning un-responsive.
Also, most of them provide text-only version of their website, and have
not experimented/ innovated with flash or other software options to
enhance their presentation and appeal.
Our study inidcated that user experience across government websites
leaves a lot to be desired.

User Experience in Government Websites

%Yes %No

It is easy to go back, after encountering an error? 76 24

Does the site restrict itself from launching
more than 1 additional browser?
1 99
Does the site restrict itself from generating more than 21 79
1 pop up per page?
Does the site provide option to opt out from the flash intro? 1 99
Does the site provide link to relevant software
download sites if required? 9 91
Does the site have only text version option? 97 3
Does the site allow users to easily close the pop ups? 21 79
Are interactive features clearly explained? 14 86

41
 An example of Ministry of Statistics and Programme
Implementation website-malfunction in Firefox.

Horizontal scrolling
text overlaps
Global navigation links vertical navigation
disappear and become links making all
inaccessible when the Ministry intersecting text
of Statistics and Programme illegible
Implementation website is
accessed from Firefox or
Chrome web browsers.

The website of the government of Gujarat is an excellent

example of a user experience - positive website.

Several
interactive
features such as
subscription to
One of the few newsletter create
government websites good user
which launches experience.
successfully with all
features functional in
42 multiple browsers.
Implications of a Sub-par e-Presence
A poor web presence costs both the government and the citizens heavily in
terms of time and financial costs. In the long term, the entire country is
severely impacted due to lost productivity and lack of transparency. One of
the biggest beneficiaries of an excellent government web presence has
paradoxically not been the elite, but the vulnerable sections of the society
who are increasingly leveraging the transparency and interactivity afforded
by an easily accessible online government to make impactful, meaningful
changes to their daily lives.

GOVERNMENT
Multiplicity of standards prevent integrated
information sharing for G2G, G2B and G2C
services/ websites
Lack of interactivity of government internet
channel bound to increase load on
government offices – time/ cost impact
Perception of government’s efficiency and
citizen friendliness impacted – especially
among youth
CITIZENS
Higher costs and time spent on
government related tasks/ records
Sub-optimal decision related to
government schemes and policies
Compliance costs with regulatory
requirements increases
Increased vulnerability to corruption
due to information asymmetry
Empowerment of citizens directly
impacted

The central and state governments must act in a concerted manner to

ensure appropriate guidelines in establishing an e-presence. Else, the
multiplication of portals without conformity to internationally accepted best
practices will dramatically increase the future costs of establishing an 43
integrated e-presence.
 Guidelines for a World
Class e-Presence
After a thorough analysis of functional 'Usability' in State portals and
Ministry websites, it is evident that with changing times, and continuous
upgrade in technology, design and digital trends, it is time for government
agencies to take their existing efforts towards e-presence a level higher.
We offer a few recommendations in our effort to help government agencies
enable and implement the much-needed change in their digital endeavor.

Informed & Holistic Development Process

Government websites must be written, designed and organised from the
audience point of view. Content must be organised in ways that are useful
to citizens and intended audiences.

Best Practices and Standards

Organisations must continue to comply with existing government laws,
regulations, and policies. Existing requirements should include: privacy;
security protocols; accessibility, information quality; multi-lingual support,
digital rights, copyright, and performance results; scheduling content to be
posted; and categorizing information.

Measurement
Government organisations must measure customer satisfaction and usability
of these websites using expert views, heuristic studies and citizen feedback.

Centre of Excellence
Developing web policies and requirements for government websites is an
on-going process, requiring a structured dialogue between all stakeholders.
The Ministry of IT and NIC should establish a Center of Web Excellence, to
create processes to approve guidelines, best practices, set standards,
44
monitor progress and to co-ordinate across multiple government agencies
involved in the initiative.
Integrated e-Presence

Transaction

Integrated
e-presence
Interaction Information

The Indian government will need to have a coordinated strategy to ensure

delivery of the three blocks of a successful e-presence - Information,
Transaction and Interaction across G-G, G-B and G-C services.
The first phase of the government’s e-presence rollout has been very
effective in making information available to the public at large. India.gov.in
is a prime example, apart from the approximately 7,000 sites on the
government directory.
In the second phase, IRCTC (Indian Railways) and MCA21 stand out as
prime examples in highlighting the governments attempt at building
'Transaction' based services. However, barring a few projects, the
government has yet to fully exploit the potential to deliver transaction
oriented services online .
In the final phase, there is tremendous scope for the Indian Government to
build a strong foundation to offer interactive services through the digital
medium. While citizens are able to initiate critical tasks through
government portals, there is a big gap in their ability to complete an entire
task, end-to-end which by definition, would require a interactive format. It
is a huge opportunity for the government to maximize paperless
transactions which help save cost, increase efficiency and reach the highest 45
level of citizen satisfaction possible.
 Centre for Web Excellence
One of the key priorities for the government should be to establish an
independent ‘centre of web excellence’, to succeed in increasing the
efficiency and effectiveness of its online interactions with citizens on a
continuous basis.

The Centre shall research global

The Centre shall establish and
propagate best practices to
ensure that Indian government
portals are the most citizen
friendly worldwide.
guidelines and standards with focus
on customizing for the requirements
of Indian government & citizens.

Best
Practices Research
Regular monitoring The centre shall
of adherence to Centre for provide consulting
standards with an Web services to
annual survey & Moni Excellence government on
awards for the best toring ing
sult design, compliance
portals among Con and improvement
government entities for e-presence
to be instituted. implementation.
Training

Training and skill

enhancement services for
government talent involved
in design and maintenance
of web properties.

46
Methodology
Webchutney performed a heuristic analysis on 35 Central and 35 state
government websites using a proprietary Webchutney measurement
toolbox that included over a hundred parameters* to assess ease-of-use
and functionality of these sites.
A heuristic analysis is a relatively low cost and rapid approach for evaluating
website usability. This systematic approach consists of thoroughly
examining a site based on a set of generally accepted criteria (heuristics)
and judging the site's success in meeting these criteria. Usability criteria are
based on best practices that describe common properties of usable
interfaces; they have been developed over the last several decades in
software development circles and adapted as needed for websites.
While there are a number of ways to evaluate usability, heuristic analysis
can often uncover many of the significant usability problems that exist with
a site. A heuristic analysis is often the first step in a comprehensive usability
analysis and may be followed by user testing and other evaluations.

? !
47

*Refer Appendix A for the parameters used in our analysis.

 Sample Selection
The list of websites was selected on a random basis, and did
not involve any statistical sampling, as our focus was on
exploratory, qualitative analysis.

Central Government Website

Central Bureau of Investigation http://www.cbi.gov.in/
Consumer Affairs, Food and Public Distribution http://www.fcamin.nic.in/
Corporate Affairs http://www.mca.gov.in/
Directorate of Public Grievances http://www.dpg.bharatsarkar.nic.in/
Election Commission of India http://www.eci.nic.in/
External Affairs http://www.meaindia.nic.in/
Finance http://www.finmin.nic.in/
Health and Family Welfare http://www.mohfw.nic.in/
Home Affairs http://www.mha.gov.in/
Human Resource Development http://www.education.nic.in/
Information and Broadcasting http://www.mib.gov.in/
Information Commission http://www.cic.gov.in/
Labour and Employment http://www.labour.nic.in/
Law and Justice http://www.lawmin.nic.in/
Micro Small and Medium Enterprises http://www.msme.gov.in/
Notional Human Rights Commission http://www.nhrc.nic.in/
Panchayati Raj http://www.panchayat.gov.in/
Parliamentary Affairs http://www.mpa.nic.in/
Personnel, Public Grievances and Pensions http://www.persmin.nic.in/
Petroleum and Natural Gas http://www.petroleum.nic.in/
Planning Commission http://www.planningcommission.gov.in/
Power http://www.powermin.nic.in/
Railways http://www.indianrailways.gov.in/
Road Transport and Highways http://www.morth.nic.in/
Rural Development http://www.rural.nic.in/
Social Justice and Empowerment http://www.socialjustice.nic.in/
Statistics and Programme Implementation http://www.mospi.gov.in/
Steel http://www.steel.nic.in/
Tourism http://www.tourism.gov.in/
TRAI http://www.trai.gov.in/
Union Public Service Commission http://www.upsc.gov.in/
Urban Development http://www.urbanindia.nic.in/
48 Water Resources http://www.wrmin.nic.in/
Women and Child Development http://www.wcd.nic.in/
Youth Affairs and Sports http://www.yas.nic.in/
State Government, Union Territory Website
Andhra Pradesh http://www.aponline.gov.in/
Andaman and Nicobar http://www.and.nic.in/
Arunachal Pradesh http://www.arunachalpradesh.nic.in/
Bihar http://www.gov.bih.nic.in/
Chandigarh http://www.chandigarh.gov.in/
Chhattisgarh http://www.chhattisgarh.nic.in/
Daman and Diu http://www.daman.nic.in/
Delhi http://www.delhigovt.nic.in/
Dadra and Nagra Haveli http://www.dnh.nic.in/
Goa http://www.goagovt.nic.in/
Gujarat http://www.gujaratindia.com/
Haryana http://www.haryana.gov.in/
Himachal Pradesh http://www.himachal.nic.in/
Jammu and Kashmir http://www.jammukashmir.nic.in/
Jharkhand http://www.jharkhand.nic.in/
Karnataka http://www.karnataka.gov.in/
Kerala http://www.kerala.gov.in/
Lakshadweep http://www.lakshadweep.nic.in/
Madhya Pradesh http://www.mp.gov.in/
Maharashtra http://www.maharashtra.gov.in/
Manipur http://www.manipur.nic.in/
Meghalaya http://www.meghalaya.nic.in/
Mizoram http://www.mizoram.nic.in/
Nagaland http://www.nagaland.nic.in/
Orissa http://www.orissagov.nic.in/
Pondicherry http://www.pondicherry.nic.in/
Punjab http://www.punjabgovt.nic.in/
Rajasthan http://www.rajasthan.gov.in/
Sikkim http://www.sikkim.gov.in/
Tamil Nadu http://www.tn.gov.in/
Tripura http://www.tripura.nic.in/
Uttar Pradesh http://www.upgov.nic.in/
Uttrakhand http://www.ua.nic.in/
West Bengal http://www.wbgov.com/

Note: The website of Assam is the only state government portal which was non-functional at
the time of this study, and thus not included. Also, it is possible that some sites may have
changed between the time of our evaluation and the publishing of this report.

49
 Appendix A: Parameters Used
in the Study
List of Parameters with overall results (as a %) for 70 Indian
Government websites:

Navigation Yes No
Is there more than one way to navigate the site? 0 100
Does the navigation open new window? (External Link) 0 100
Are the links that go off site clearly identified? 0 100
Is the site free from broken links? 1 99
Does the navigation help identify position in the site? 20 80
Does the site provide top link at the bottom of the long pages? 21 79
Are the links to non-web files identified as such? 24 76
Is the site map consistent with high-level navigation? 26 74
Are the links clearly marked? 27 73
Are the navigation bars at the top and at the bottom of the page for easy access? 31 69
Does the site have a site map? 33 67
Is the linked text different from the non-linked text? 36 64
Is the home page link inactive on the home page? 37 63
Does the site contain a “related links” page? 50 50
Is the local/global navigation scheme consistently applied across the site? 53 47
Is the site free from extraordinarily long pages? 53 47
Does the structure of the site match the way users think? 56 44
Are the navigation options clear? 57 43
Are the global navigation labels consistent across the site? 64 36
Are like items grouped together in navigation? 73 27
Is there a clearly identified link to the home page? 76 24
Are the labels user centred? 80 20
Does the user always know who the owner of the site is? 81 19
Does the site have a local navigation scheme? 83 17
Is the URL user centred? 84 16
Are sub-site URLs consistent with primary URL? 84 16
Are the page titles consistent with navigation? 86 14
Are all parts of the site accessible from the home page? 90 10
Does the site have a global navigation scheme? 91 9
Does the site provide the user an option to move out of the site or
close an application at any time? 96 4
Search Yes No
Are there relevancy ratings on the search results? 0 100
Do search results contain meaningful title tags and other metadata? 0 100
Does the site provide facility to sort search results by parameters
such as date or relevancy? 0 100
50 Does the site have advanced search facility? 17 83
Does the search provide relevant results? 26 74
Is the search facility accessible from every page? 34 66
Appendix A
Does the search field accept Boolean operators such as “and”? 40 60
Are the search outcomes free from similar results? 44 56
Is the search facility clearly marked? 46 54
Does the site have a search facility? 54 46
Design Aesthetics Yes No
Is the site interesting and appealing? 0 100
Does it encourage the user to click through? 0 100
Does it make the user want to come back? 0 100
Does the site always succeed in avoiding the need for the user to look at
the URL to see if he has left the site? 0 100
Does the site have different options for high speed and low speed users? 1 99
Does the site make appropriate use of the interactive medium? 14 86
Is the branding of the site memorable? 20 80
Is the site free from intrusive and annoying graphics or other media? 40 60
Is the use of colour, buttons and sliders helpful? 44 56
Does the branding match with the look and feel of the site? 49 51
Is the look and feel of the site consistent? 53 47
Is the objective of the site clear? 56 44
Does the site always prevent sub-brands from over shadowing the master brand? 70 30
Is the site free from horizontal scroll bar at 800x600? 71 29
Is the site free from downloads that require high bandwidth? 93 7
Does the site support more than one browser? 93 7
Content Yes No
Is the content organised based on user needs? 0 100
Are the higher-level pages free from large uninterrupted text blocks? 0 100
Does contextual information exist on the site? 0 100
Is the contextual information appropriate? 0 100
Is the language and tone of the content suitable to the target user? 1 99
Does the site provide facilities to download necessary fonts? 6 94
Does the site offer e-newsletters for updates? 13 87
Is there plenty of white space? 29 71
Do the font size, type and colour facilitate easy reading of the content? 31 69
Is the alternate language format as comprehensive in content and features? 31 69
Is the site free from obsolete data? 37 63
Does the site have language options? 43 57
Is the presentation organised to facilitate scanning the page? 46 54
Does the content appear to flow from the upper left corner
to the lower right corner? 46 54
Does the site have clear information hierarchy? 47 53
Is it easy to understand how information is organised on the site? 49 51
Is the content fresh and up-to-date? 64 36
Is the content free from spelling, grammatical and typographical errors? 69 31
Is the content constructed of simple, clear sentences? 70 30
Does the time sensitive information include last update? 70 30
Are the paragraphs short and to the point? 76 24 51
Is the content relevant for the target audience? 77 23
 Appendix A

Are text lines short to facilitate easy reading? 77 23

Is the vocabulary used appropriate to the perceived target audience? 79 21
Is the site’s organisation clearly marked? 84 16
Are the headings and subheadings clear? 89 11
Do page headings exist on the site? 93 7
Are the page headings appropriate? 96 4
Support Services Yes No
Does the site offer troubleshooting information? 0 100
Does the request form validate effectively? 0 100
Does the feedback confirmation include a time-frame for response? 0 100
Did the company respond within an hour with acknowledgment? 0 100
Did the query was responded satisfactorily within 2 days? 0 100
Does the site mention hours-of-operation for each physical location? 0 100
Are the FAQs thorough, concise and well organised? 16 84
Are the FAQs useful? 16 84
Does the site offer FAQs? 21 79
Does the site list regional offices phone and fax numbers? 29 71
Does the site have an online feedback/request form? 30 70
Does the feedback/request form have only a few required fields? 30 70
Do the multiple customer service media (phone, fax, email) work? 33 67
Is confirmation page returned when feedback is submitted? 39 61
Does the site also indicate primary contact name? 40 60
Is the “contact us” link displayed in a consistent location on every page? 40 60
Are form fields arranged in a logical order? 44 56
Is the “contact us” feature prominently displayed? 57 43
Does the site list physical location of the owner? 69 31
Is there facility to send feedback/grievance via email to the proprietor of the site? 71 29
Does the site provide multiple customer service media (phone, fax, email)? 71 29
Does it point to phone or fax numbers where more detailed
information is available? 77 23
User Experience Yes No
Does the site provide option to opt out from the flash intro? 1 99
Does the site restrict itself from launching more than 1 additional browser? 1 99
Does the site provide link to relevant software download sites if required? 9 91
Are interactive features clearly explained? 14 86
Does the site restrict itself from generating more than 1 pop up per page? 21 79
Does the site allow users to easily close the pop ups? 21 79
Is it easy to go back, after encountering an error? 76 24
Does the site have only text version option? 97 3
Security Yes No
Is the security policy easily found? 0 100
Is the security policy clear? 0 100
Is the privacy policy easily found? 6 94
Is the privacy policy clear? 6 94
52
Appendix B: Government
Websites’ Ranking
Rating of Government websites evaluated on the basis of
parameters mentioned in Appendix A.

Central Government Total Score

Power 76
Road Transport and Highways 67
Election Commission of India 64
TRAI 61 Top 3 Central
Corporate Affairs 60 Government
Panchayati Raj 60
portals
Planning Commission 59
Home Affairs 54
ranked on
Information and Broadcasting 54 Usability
Information Commission 54 parameters
Youth Affairs and Sports 53
Micro Small and Medium Enterprises 52
Urban Development 52
Consumer Affairs, Food and Public Distribution 49
Women and Child Development 49
Water Resources 48
Directorate of Public Grievances 47
External Affairs 45
Labour and Employment 44
Social Justice and Empowerment 44
Central Bureau of Investigation 43
Personnel, Public Grievances and Pensions 39
Union Public Service Commission 39
Law and Justice 36
National Human Rights Commission 36
Tourism 35
Petroleum and Natural Gas 34
Human Resource Development 31
Parliamentary Affairs 31
Railways 31
Health and Family Welfare 29
Finance 26 53
Rural Development 25
 Appendix B

Steel 25
Statistics and Programme Implemetation 22

State Government, Union Territory

Tamil Nadu 78
Delhi 78
Gujrat 75
Kerala 73 Top 3 State
Bihar 66 Government
Andhra Pradesh 65 portals ranked
West Bengal 64 on Usability
Karnataka 63 parameters
Orissa 62
Rajasthan 62
Goa 58
Madhya Pradesh 57
Daman and Diu 56
Chandigarh 54
Nagaland 51
Jammu and Kashmir 50
Himachal Pradesh 49
Meghalaya 47
Jharkhand 47
Arunachal Pradesh 44
Mizoram 44
Manipur 43
Lakshawadeep 41
Haryana 40
Dadra and Nagar Haveli 39
Uttar Pradesh 35
Pondicherry 34
Andaman and Nicobar 33
Punjab 31
Tripura 31
Maharashtra 30
Sikkim 30
Uttrakhand 27
54 Chhattisgarh 25
About the Authors
Sidharth Rao
Sidharth Rao is the Chief Executive Officer and
Co-founder of Webchutney, India’s leading and
most awarded web services company

With over 12 years of industry experience,

Sidharth has made a significant contribution in
shaping the interactive marketing industry in
India. Sidharth leads the 125 people strong
organization assisted by an excellent management team across New
Delhi, Mumbai and Bangalore.

He can be reached at sidharth.rao@webchutney.net

Madhu Sudhan
Madhu Sudhan is the Director leading dotGov,
Webchutney’s e-governance business.

With significant experience in evaluation and

execution of investments in the media and
technology space, he has a deep understanding of
the digital domain. His prior stints include Mergers &
Acquisitions advisory at Lazard and KPMG advisory services. He holds
a degree in business management from IIM Bangalore and an
undergraduate degree in electronics & communications engineering.

He can be reached at madhu.sudhan@webchutney.net

55
 Rajesh Arora
Rajesh Arora is the Vice President of dotGov,
Webchutney's e-governance business.
A sterling technology media professional with
over 14 years of robust industry experience in
Sales and Marketing, his past leadership in
online as well as offline companies include
IT Nation, Indian Express and CyberMedia.
Rajesh leads a dedicated team of digital
specialists and seasoned sales-force with operations spanning across
the country, to meet the increasing digital needs of emerging
enterprises and mid-size outfits, as they become the next set of
industry leaders in India.
He can be reached at rajesh.arora@webchutney.net

Shweta Bhandari
Shweta Bhandari is a Research Analyst
at Webchutney.
She carries a diverse business profile including
blue-chip companies like American Express and GE.
At Webchutney, she has contributed in writing
several research publications such as The Digital
Vote Bank, Viral Marketing and more recently the Digital Outlook
Report 2009. Her passion for discovery and thirst to engage in new
challenges lend immense scope and dimension to this field.
She can be reached at shweta.bhandari@webchutney.net

A special thanks to Sushil Kumar for conceptualising

56 and executing the report design.
 About Webchutney’s
dotGov Division
Webchutney’s dotGov division is committed to partner with Central,
state and local governments in India to provide convenient, citizen-
oriented and cost effective public services through electronic media.

Our goal is to enable the Indian government and public bodies

make optimal use of the digital medium to deliver information and
services to the citizens.

Webchutney has been ranked the Number 1 Digital Services

Company in India by Economic Times (Dec 2008). Our offices are in
New Delhi, Mumbai and Bangalore. We work closely with Fortune
500 and Blue Chip Indian companies in implementing their digital
strategies and solutions.

Services
We provide a wide array of consulting services ranging from
strategic planning and change enablement to technology
assessment and portal implementation.

For more information, log onto www.webchutney.com

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