Inclusive Technology for Rural Development: Rural Call Centre in Orissa, India

Inclusive Technology for Rural Development: Rural Call Centre in Orissa, India

Sanjay Mohapatra (Xavier Institute of Management, Bhubaneswar, India) and Neha Agarwal (Xavier Institute of Management, Bhubaneswar, India)
DOI: 10.4018/ijisss.2014040101
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This is a research work on usage of information and communication technology to address the loopholes in the existing system in rural India and suggest an improved way of catering to basic utility services to common people for betterment of their life. The work links all utility related discrete businesses on a common platform and creates a win-win situation for all stakeholders. The model proposed is trying to use mobile phones as a universal communication tool while providing social services in a rural call centre. The work also addresses the relative ranking of services in rural areas based on baseline survey as rural people spend 80% of their expense on obtaining health, transport, and education related information by frequent visits to urban areas. If this model is implemented then it will save time, cost and transport expenses on frequent visit and customer will enjoy the information, tips, and emergency guide line.
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Literature Review

With advent of technological revolution, relationship between technology, information and knowledge have impacted business models of many organizations. Drucker (1965) stated that creation, organization and institutionalization of knowledge was the first technological revolution in history. However, this relationship has gone through a paradigm shift. Porter (1979) talked of five forces that are important for any organization to maintain its competitive edge. Technology had tremendous impact on the same forces (Porter, 2001) and for organizations, role of technology on these forces for development and maintenance of competitive edge has changed over time. Laszlo and Laszlo (2002) argue that there was greater focus on internal processes aiming at production and managerial efficiency during the first half of the twentieth century. Then technology led competition and economic expansions brought change in focus and it shifted to inclusive technologies, where bottom of pyramid stand to gain the most (Prahlad, 2004) as consumers. Prahlad (2004) argued that using inclusive technology, not only bottom of pyramid can get benefits, but the organizations will also get profit for sustainability.

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