Digital-Locker Services in India: An Assessment of User Adoption and Challenges

Digital-Locker Services in India: An Assessment of User Adoption and Challenges

Sumangla Rathore (Suyash College, Udaipur, India) and Avinash Panwar (Mohanlal Sukhadia University, Udaipur, India)
DOI: 10.4018/978-1-5225-5412-7.ch005

Abstract

On 1st July 2015, Government of India launched a Digital India campaign which is a flagship program of the government with an objective to transform India into a digitally empowered society. One key initiative of the program is digital locker service which aims at sharing and storing of electronic documents at one place in a digital locker. A study was undertaken to assess the awareness level of citizens regarding this service, to identify the problems and challenges associated with its implementation, to identify factors that affect adoption of such initiatives, and to make recommendations to various stake holders. The data analysis revealed that main concerns associated with the service include security, confidentiality, and ease of use. The survey data also revealed that the behavioral intention regarding adoption of this service is mainly determined by the user innovativeness and ease of use, usefulness, and compatibility do not seem to have an impact on the behavioral intention to adopt the service.
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Introduction

What Is Digital India Programme?

On 1st July 2015, Government of India launched a Digital India campaign which is a flagship programme of the government with an objective to transform India into a digitally empowered society. Digital India programme covers multiple digitization ideas and projects under a common umbrella. The program has been conceptualised by the Department of Electronics and Information Technology, Government of India. The Digital India program was expected to be implemented in phases until 2018 and shall be a transformational journey towards making sure that government services are available to all citizens electronically.

Key Terms in this Chapter

Digital India: A campaign launched by the Government of India, which is a flagship program of the government with an objective to transform India into a digitally empowered society.

Digital Locker: A digital locker is a file storage space on servers that are accessible across the internet.

Perceived ease of use: The degree to which a person believes that using a particular system would be free from effort.

Perceived usefulness: The degree to which a person believes that using a particular system would enhance his or her job performance.

E-Governance: The use of information and communication technologies (ICTs) to support citizen services, government administration, democratic processes, and relationships among citizens, civil society, the private sector, and the state.

Technology Acceptance Model: An information systems theory given by Davis, that models how users come to accept and use a technology.

Diffusion of Innovation Theory: A theory proposed by Rogers that describes how, why, and at what rate new ideas and technology spread.

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