CONTENTS Foreword v Acknowledgements vii Preface ix Acronyms xiii Glossary xvii Project Executive Summary xix 1. Introduction 1 2. Conceptual Framework and Study Methodology 17 3. Case Studies 45 e-Seva, Andhra Pradesh 45 Computer-Aided Administration of Revenue Department (CARD), Andhra Pradesh 65 Vijayawada Online Information Centre (VOICE), Andhra Pradesh 80 Saukaryam, Visakhapatnam 94 Bhoomi, Karnataka (Computerized Registration of Lands Project) 107 Karnataka Valuation and e-Registration (KAVERI) 127 BangaloreOne, Bangalore, Karnataka 143 Akshaya, Malappuram, Kerala 164 Fast, Reliable, Instant and Effective Network For Disbursement of Services (FRIENDS), Kerala 182 e-Collectorate (DS*Suite), Palakkad, Kerala 197 4. Conclusion 216 Major Findings of the Study 225 Major Recommendations 234 Bibliography and Webliography 237 Index 245