Chapter 1 Introduction 1.1 Introduction Social media marketing is the process of gaining website traffic or attention through social media sites. Social media marketing programs usually center on efforts to create content that attracts attention and encourages readers to share it across their social networks. The resulting electronic word of mouth (eWoM) refers to any statement consumers share via the Internet (e.g., web sites, social networks, instant messages, news feeds) about an event, product, service, brand or company. When the underlying message spreads from user to user and presumably resonates because it appears to come from a trusted, third-party source, as opposed to the brand or company itself, this form of marketing results in earned media rather than paid media.
1.2 Social media platforms 1.2.1
Social Networking Websites
Social networking websites allow individuals and businesses to interact with one another and build relationships and communities online. When companies join these social channels, consumers can interact with them directly. That interaction can be more personal to users than traditional methods of outbound marketing & advertising. Social networking sites act as word of mouth. Social networking sites and blogs allow followers to “retweet” or “repost” comments made by others about a product being promoted. By repeating the message, the user's connections are able to see the message, therefore reaching more people. Because the information about the product is being put out there and is getting repeated, more traffic is brought to the product/company. Social networking websites are based on building virtual communities that allow consumers to express their needs, wants and values, online. Social Media Marketing then connects these consumers and audiences to businesses that share the same needs, wants and values. Through social networking sites, companies can interact with individual followers. This personal interaction can instill a feeling of loyalty into followers and potential customers. Also, by choosing whom to follow on these sites, products can reach a very narrow target audience. Social networking sites also include a vast amount of information about what products and services prospective clients might be interested in. Through the use of new Semantic Analysis technologies, marketers can detect buying signals, such as content shared by people and questions posted online. Understanding of buying signals can help sales people target relevant prospects and marketers run micro-targeted campaigns. 1
In order to integrate Social Networks within their marketing strategies, companies have to develop a marketing model. In a marketing model (SNeM2S) based on Social Networks is provided. The model includes the following steps:
Selection of potential Social Networks to use;
Definition of a financial plan;
Definition of organizational structures to manage the Social Network in the market;
Selection of target;
Promotion of products and services;
Performance measures
Social Networking is used by 76% of businesses today. Business retailers have seen 133% increases in their revenues from social media marketing. 1.2.2
Mobile phones
Mobile phone usage is beneficial for social media marketing because mobile phones have social networking capabilities, allowing individuals immediate web browsing and access to social networking sites. Mobile phones have grown at a rapid rate, fundamentally altering the path-topurchase process by allowing consumers to easily obtain pricing and product information in real time and allowing companies to constantly remind and update their followers. Many companies are now putting QR (Quick Response) codes along with products for individuals to access the company website or online services with their smart-phones. Retailers use QR codes to facilitate consumer interaction with brands by linking the code to brand websites, promotions, product information, or any other mobile-enabled content. Mobile devices and internet also influence the way consumers interact with media and has many further implications for TV ratings, advertising, mobile commerce and more. Mobile media consumption such as mobile audio streaming or mobile video are on the rise – in the United States, more than 100 million users are projected to access online video content via mobile device. Mobile video revenue consists of pay-per-view downloads, advertising, and subscriptions. As of 2013, worldwide mobile phone internet user penetration was 73.4%. In 2017, figures suggest that more than 90% of internet users will access online content through their phones. 1.2.3 Strategies There are two basic strategies for engaging the social media as marketing tools:
The passive approach 2
Social media can be a useful source of market information and customer voice. Blogs, content communities and forums are platforms where individuals share their reviews and recommendations of brands, products and services. Businesses are able to tap and analyze the customer voice generated in social media for marketing purposes; in this sense the social media is an inexpensive source of market intelligence which can be used by marketers to track problems and market opportunities. For example, the internet erupted with videos and pictures of iphone 6 bend test which showed that the coveted phone would bend merely by hand. The socalled “bend gate” controversy created confusion amongst customers who had waited months for the launch of the latest rendition of the iPhone. However Apple promptly issued a statement saying that the problem was extremely rare and that the company had taken several steps to make the mobile device robust. Unlike traditional market research methods such as surveys, focus groups and data mining which are time consuming and costly, marketers can now utilize social media to obtain ‘live’ information about consumer behavior. This can be extremely useful in a highly dynamic market structure in which we now live.
The active approach
Social media can be used not only as public relations and direct marketing tools but also as communication channels (targeting specific audiences with social media influencers) and as customer engagement tools. There are several examples of firms initiating some form of online dialog with the public to foster relations with customers. According to Constantinides, Lorenzo and Gómez Borja (2008) "Business executives like Jonathan Swartz, President and CEO of Sun Microsystems, Steve Jobs CEO of Apple Computers, and McDonalds Vice President Bob Langert post regularly in their CEO blogs, encouraging customers to interact and freely express their feelings, ideas, suggestions or remarks about their postings, the company or its products".Using customer influencers (for example popular bloggers) can be a very efficient and cost-effective method to launch new products or services ] Narendra Modi current prime minister of India ranks only second after President Barack Obama in number of fans on his official Facebook page at 21.8 million and counting. Modi employed social media platforms to circumvent traditional media channels to reach out to the young and urban population of India which is estimated to be 200 million. His appeal was further buttressed by the recent crowd turnout at Madison square garden. 1.2.4
Engagement
In the context of the social web, engagement means that customers and stakeholders are participants rather than viewers. Social media in business allows all consumers to express and share an opinion or an idea somewhere along the business’s path to market. Each participating customer becomes part of the marketing department, as other customers read their comments or reviews. The engagement process is then fundamental to successful social media marketing. With the advent of social media marketing it has become increasingly important to gain customer interest which can eventually be translated into buying behavior. New online marketing concepts 3
of engagement and loyalty have emerged which aim to build customer participation and reputation. Engagement in social media for the purpose of your social media strategy is divided into two parts: 1. Proactive posting of new content and conversations, as well as the sharing of content and information from others 2. Reactive conversations with social media users responding to those who reach out to your social media profiles through commenting or messaging Traditional media is limited to one way interaction with customers or ‘push and tell’ where only specific information is given to the customer without any mechanism to obtain customer feedback. On the other hand, social media is participative where customer are able to share their views on brands, products and services. Traditional media gives the control of message to the marketer whereas social media shifts the balance to the consumer.
Figure 1
1.2.5
Betty White
Social networking sites can have a large impact on the outcome of events. In 2010, a Facebook campaign surfaced in the form of a petition. Users virtually signed a petition asking NBC Universal to have actress Betty White host Saturday Night Live. Once signed, users forwarded the petition to all of their followers. The petition went viral and on May 8, 2010, Betty White hosted SNL. 1.2.6
2008 US presidential election
The 2008 US presidential campaign had a huge presence on social networking sites. Barack Obama, a virtually unknown Democratic candidate, utilized 15 different social media websites to form relationships with the millions of American citizens who utilize those networks. His social networking profile pages were constantly being updated and interacting with followers. By the end of his campaign, Obama had 5 million social media network supporters (2.5 million on Facebook and 115,000 on Twitter). The use of social networking sites in his marketing campaign gave Barack Obama’s campaign access to e-mail addresses, as posted on social network profile
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pages. This allowed the Democratic Party to launch e-mail campaigns asking for votes and campaign donations. 1.2.7
Local businesses
Small businesses also use social networking sites as a promotional technique. Businesses can follow individuals social networking site uses in the local area and advertise specials and deals. These can be exclusive and in the form of “get a free drink with a copy of this tweet”. This type of message encourages other locals to follow the business on the sites in order to obtain the promotional deal. In the process, the business is getting seen and promoting itself (brand visibility). 1.2.8
Kony 2012
A short film released on March 5, 2012, by humanitarian group Invisible Children, Inc. This 29 minute video aimed at making Joseph Kony, an Court fugitive, famous worldwide in order to have support for his arrest by December 2012; the time when the campaign ends. The video went viral within the first six days after its launch, reaching 100 million views on both YouTube and Vimeo. According to research done by Visible Measures, the Kony 2012 short film became the fastest growing video campaign, and most viral video, to reach 100 million views in 6 days followed by Susan Boyle performance on Britain’s Got Talent that reached 70 million views in 6 days. 1.2.9
Nike #MakeItCount
In early 2012, Nike introduced its Make It Count social media campaign. The campaign kickoff began YouTubers Casey Neistat and Max Joseph launching a YouTube video, where they traveled 34,000 miles to visit 16 cities in 13 countries. They promoted the #makeitcount hashtag, which millions of consumers shared via Twitter and Instagram by uploading photos and sending tweets. The #MakeItCount YouTube video went viral and Nike saw an 18% increase in profit in 2012, the year this product was released 1.2.10 Lay's-Do Us a Flavor In 2012, Lays created an annual social media campaign that allowed fans to create their own flavor for a $1 million prize for whatever flavor was voted the best. After 3.8 million submissions from fans who participated, the top three choices were Cheesy Garlic Bread, Chicken & Waffles, and Sriracha. The fans were now able to purchase the three flavors in stores then cast their vote on Facebook or Twitter for the best flavor. Lays gained a 12% increase in sales during the contest. Garlic Cheesy Bread was eventually named the winner of the contest. 1.2.11 Purposes and Tactics One of the main purposes in employing Social Media in marketing is as a communications tool that makes the companies accessible to those interested in their product and make them visible to those who have no knowledge of their products. These companies use social media to create 5
buzz, learn from and target customers. Its the only form of marketing that can finger consumers at each and every stage of the consumer decision journey. Marketing through social media has other benefits as well. Of the top 10 factors that correlate with a strong Google organic search, seven are social media dependent. This means that if brands are less or non active on social media, they tend to show up less on Google searches. While platforms such as Twitter, Facebook and Google+ have a larger amount of monthly users, The visual media sharing based mobile platforms however, garner a higher interaction rate in comparison and have registered the fastest growth and have changed the ways in which consumers engage with brand content. Instagram has an interaction rate of 1.46% with an average of 130 million users monthly as opposed to Twitter which has a .03% interaction rate with an average of 210 million monthly users. Unlike traditional media that are often cost-prohibitive to many companies, a social media strategy does not require astronomical budgeting. To this end, companies make use of platforms such as Facebook, Twitter, YouTube and Instagram in order to reach audiences much wider than through the use of traditional print/TV/radio advertisements alone at a fraction of the cost, as most social networking sites can be used at no cost. This has changed the ways that companies approach interact with customers, as a substantial percentage of consumer interactions are now being carried out over online platforms with much higher visibility. Customers can now post reviews of products and services, rate customer service and ask questions or voice concerns directly to companies through social media platforms. Thus social media marketing is also used by businesses in order to build relationships of trust with consumers. To this aim, companies may also hire personnel to specifically handle these social media interactions, who usually report under the title of online community managers. Handling these interactions in a satisfactory manner can result in an increase of consumer trust.
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Strategies of Digital Marketing
Strategies of Digital Marketing 1.3.1 Twitter Twitter allows companies to promote their products in short messages limited to 140 characters which appear on followers’ home pages. Messages can link to the product’s website, Face book profile, photos, videos, etc. Twitter is also used by companies to provide customer service. Some companies make support available 24/7 and answer promptly, thus improving brand loyalty and appreciation.
Figure 1
1.3.2 Facebook Facebook pages are far more detailed than Twitter accounts. They allow a product to provide videos, photos, and longer descriptions, and testimonials as other followers can comment on the product pages for others to see. Facebook can link back to the product’s Twitter page as well as send out event reminders.A study from 2011 attributed 84% of "engagement" or clicks to Likes that link back to Facebook advertising. By 2014 Facebook had restricted the content published from businesses' and brands' pages. Adjustments in Facebook algorithms have reduced the audience for non-paying business pages (that have at least 500,000 "Likes") from 16% in 2012 down to 2% in February 2014. 1.3.3 Google Google+, in addition to providing pages and some features of Facebook, is also able to integrate with the Google search engine. Other Google products are also integrated, such as Google 7
Adwords and Google Maps. With the development of Google Personalized Search and other location-based search services, Google+ allows for targeted advertising methods, navigation services, and other forms of location-based marketing and promotion. Google+ can also be beneficial for other digital marketing campaigns, as well as social media marketing. Google+ authorship was known to have a significant benefit on a website's search engine optimisation, before the relationship was removed by Google. Google+ is one of the fastest growing social media networks and can benefit almost any business.
Figure 2
1.3.4
LinkedIn
LinkedIn, a professional business-related networking site, allows companies to create professional profiles for themselves as well as their business to network and meet others. Through the use of widgets, members can promote their various social networking activities, such as Twitter stream or blog entries of their product pages, onto their LinkedIn profile page. LinkedIn provides its members the opportunity to generate sales leads and business partners. Members can use “Company Pages” similar to Facebook pages to create an area that will allow business owners to promote their products or services and be able to interact with their customers. Due to spread of spam mail sent to job seeker, leading companies prefer to use LinkedIn for employee's recruitment instead using different job portals. Additionally, companies have voiced a preference for the amount of information that can be gleaned from LinkedIn profile, versus a limited email. 1.3.5
Yelp
Yelp consists of a comprehensive online index of business profiles. Businesses are searchable by location, similar to Yellow Pages. The website is operational in seven different countries, including the United States and Canada. Business account holders are allowed to create, share, and edit business profiles. They may post information such as the business location, contact information, pictures, and service information. 8
1.3.6
Foursquare
Foursquare is a location based social networking website, where users can check into locations via a Swarm app on their smartphones. Foursquare allows businesses to create a page or create a new/claim an existing venue.
Figure 3 1.3.7 Instagram In May 2014, Instagram had over 200 million users. The user engagement rate of Instagram was 15 times higher than of Facebook and 25 times higher than that of Twitter. According to Scott Galloway, the founder of L2 and a professor of marketing at New York University’s Stern School of Business, latest studies estimate that 93% of prestige brands have an active presence on Instagram and include it in their marketing mix. When it comes to brands and businesses, Instagram's goal is to help companies to reach their respective audiences through captivating imagery in a rich, visual environment. Moreover, Instagram provides a platform where user and
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company can communicate publicly and directly, making itself an ideal platform for companies to connect with their current and potential customers. Many brands are now heavily using this mobile app to boost their visual marketing strategy. Instagram can be used to gain the necessary momentum needed to capture the attention of the market segment that has an interest in the product offering or services. As Instagram is supported by Apple and android system, it can be easily accessed by smart phone users. Moreover, it can be accessed by Internet as well. Thus, the marketers see it as a potential platform to expand their brands exposure to the public, especially the younger target group. On top of this, marketers do not only use social media for traditional Internet advertising, but they also encourage users to create attention for a certain brand. This generally create an opportunity for greater brand exposure. Furthermore, marketers are also using the platform to drive social shopping and inspire people to collect and share pictures of their favorite products. Many big names have already jumped on board: Starbucks, MTV, Nike, Marc Jacobs, Red Bull are a few examples of multinationals that adopted the mobile photo app early.Instagram has proven itself a powerful platform for marketers to reach their customers and prospects through sharing pictures and brief messages. According to a study by Simply Measured, 71% of the world’s largest brands are now using Instagram as a marketing channel. For companies, Instagram can be used as a tool to connect and communicate with current and potential customers. The company can present a more personal picture of their brand, and by doing so the company conveys a better and true picture of itself. The idea of Instagram pictures lies on on-the-go, a sense that the event is happening right now, and that adds another layer to the personal and accurate picture of the company. Another option Instagram provides the opportunity for companies to reflect a true picture of the brand through the perspective of the customers, for instance, using the usergenerated contents thought the hashtags encouragement. Other than the filters and hashtags functions, the Instagram’s 15-second videos and the recently added ability to send private messages between users have opened new opportunities for brands to connect with customers in a new extent, further promoting effective marketing on Instagram. 1.3.8
YouTube
YouTube is another popular avenue; advertisements are done in a way to suit the target audience. The type of language used in the commercials and the ideas used to promote the product reflect the audience's style and taste.Also, the ads on this platform are usually in sync with the content of the video requested, this is another advantage YouTube brings for advertisers. Certain ads are presented with certain videos since the content is relevant. Promotional opportunities such as sponsoring a video is also possible on YouTube, "for example, a user who searches for a YouTube video on dog training may be presented with a sponsored video from a dog toy company in results along with other videos." YouTube also enable publishers to earn money through its YouTube Partner Program.
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Figure 4 1.3.9
Social Bookmarking Sites
Websites such as Delicious, Digg, Slashdot, diigo, stumbleupon and Reddit are popular social bookmarking sites used in social media promotion. Each of these sites is dedicated to the collection, curation, and organization of links to other websites. This process is crowdsourced, allowing members to sort and prioritize links by relevance and general category. Due to the large user bases of these websites, any link from one of them to another, smaller website usually results in a flash crowd. In addition to user generated promotion, these sites also offer advertisements within individual user communities and categories. Because ads can be placed in designated communities with a very specific target audience and demographic, they have far greater potential for traffic generation than ads selected simply through cookie and browser history. Additionally, some of these websites have also implemented measures to make ads more relevant to users by allowing users to vote on which ones will be shown on pages they frequent. The ability to redirect large volumes of web traffic and target specific, relevant audiences makes social bookmarking sites a valuable asset for social media marketers. 1.3.10 Blogs Platforms like LinkedIn create an environment for companies and clients to connect online. Companies that recognize the need for information, originality, and accessibility employ blogs to make their products popular and unique, and ultimately reach out to consumers who are privy to social media. Blogs allow a product or company to provide longer descriptions of products or services, can include testimonials and can link to and from other social network and blog pages. Blogs can be updated frequently and are promotional techniques for keeping customers, and also for acquiring followers and subscribers who can then be directed to social network pages.Online communities can enable a business to reach the clients of other businesses using the platform. To allow firms to measure their standing in the corporate world, sites like Glassdoor enable employees to place evaluations of their companies Some businesses opt out of integrating social media platforms into their traditional marketing regimen. There are also specific corporate standards that apply when interacting online. To maintain an advantage in a business-consumer 11
relationship, businesses have to be aware of four key assets that consumers maintain: information, involvement, community, and control. 1.3.11 Tumblr Tumblr first launched ad products on May 29, 2012. Rather than relying on simple banner ads, Tumblr requires advertisers to create a Tumblr blog so the content of those blogs can be featured through the site. In one year, four native ad formats were created on web and mobile, and had more than 100 brands advertising on Tumblr with 500 cumulative sponsored posts. Ad formats
Sponsored Mobile Post – Advertisements (Advertisers’ blog posts) will show up on user’s Dashboard when the user is on a mobile device such as smartphones and tablets, allowing them to like, reblog, and share the sponsored post.
Sponsored Web Post – "Largest in-stream ad unit on the web" that catches the users’ attention when looking at their Dashboard through their computer or laptop. It also allows the viewers to like, reblog, and share it.
Sponsored Radar – Radar picks up exceptional posts from the whole Tumblr community based on their originality and creativity. It is placed on the right side next to the Dashboard, and it typically earns 120 million daily impressions. Sponsored radar allows advertisers to place their posts there to have an opportunity to earn new followers, Reblogs, and Likes.
Sponsored Spotlight – Spotlight is a directory of some of the popular blogs throughout the community and a place where users can find new blogs to follow. Advertisers can choose one category out of fifty categories that they can have their blog listed on there.
These posts can be one or more of the following: images, photo sets, animated GIFs, video, audio, and text posts. For the users to differentiate the promoted posts to the regular users’ posts, the promoted posts have a dollar symbol on the corner. On May 6, 2014 Tumblr announced customization and theming on mobile apps for brands to advertise.
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Introduction to digital India 1.4 Digital India Digital India is an initiative of the Government of India to ensure that government services are made available to citizens electronically by improving online infrastructure and by increasing internet connectivity. It was launched on 1 July 2015 by Prime Minister Narendra Modi. The initiative includes plans to connect rural areas with high-speed internet networks. Digital India has three core components. These include:
The creation of digital infrastructure
Delivering services digitally
Digital literacy
Figure 5
A two-way platform will be created where both the service providers and the consumers stand to benefit. The scheme will be monitored and controlled by the Digital India Advisory group which will be chaired by the Ministry of Communications and IT. It will be an inter-Ministerial initiative where all ministries and departments shall offer their own services to the public Healthcare, Education,Judicial services etc. The Public–private partnership model shall be adopted selectively. In addition, there are plans to restructure the National Informatics Centre. This project is one among the top priority projects of the Modi Administration. 1.4.1 Project
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Broadband in 2.5 lakh villages, universal phone connectivity, Net Zero Imports by 2020, 400,000 Public Internet Access Points, Wi-fi in 2.5 lakh schools, all universities; Public wi-fi hotspots for citizens, Digital Inclusion: 1.7 Cr trained for IT, Telecom and Electronics Jobs Job creation: Direct 1.7 Cr. and Indirect at least 8.5 Cr. e-Governance & eServices: Across government India to be leader in IT use in services – health, education, banking Digitally empowered citizens – public cloud, internet access. The Government of India entity Bharat Broadband Network Limited which executes the National Optical Fibre Network project will be the custodian of Digital India (DI) project. BBNL had ordered United Telecoms Limited to connect 250,000 villages through GPON to ensure FTTH based broadband. This will provide the first basic setup to achieve towards Digital India and is expected to be completed by 2017. Optical fibre cables have been laid out in more than 68000 village panchayats. 1.4.2 Pillars There are nine pillars of Digital India Programme. 1. Broadband Highways 2. Universal Access to Mobile Connectivity 3. Public Internet Access Programme 4. e-Governance – Reforming Government through Technology 5. eKranti - Electronic delivery of services 6. Information for All 7. Electronics Manufacturing 8. IT for Jobs 9. Early Harvest Programmes 1.4.3 Services Some of the facilities which will be provided through this initiative are Digital Locker, eeduction, e-health, e-sign and national scholarship portal. As the part of Digital India, Indian government planned to launch Botnet cleaning centers. 1.4.4 DigiLocker Digital Locker facility will help citizens to digitally store their important documents like PAN card, passport, mark sheets and degree certificates. Digital Locker will provide secure access to Government issued documents. It uses authenticity services provided by Aadhaar. It is aimed at 14
eliminating the use of physical documents and enables sharing of verified electronic documents across government agencies. Digital Locker provides a dedicated personal storage space in the cloud to citizens, linked to citizens Aadhaar number. Digital Locker will reduce the administrative overhead of government departments and agencies created due to paper work. 1.4.5 Other Important Projects of DI National Center for Flexible Electronics (NCFlexE): is an initiative of Government of India to promote research and innovation in the emerging area of Flexible Electronics.BPO Policy for All Round Development: BPO Policy has been approved to create at-least one BPO centre in each North Eastern state and also in smaller / mofussil towns of other states. 1.4.6 Digital India Week At the launch ceremony of Digital India Week by Prime Minister Narendra Modi, top CEOs from India and abroad committed to invest Rs 4.5 lakh crore (~70 BUSD with 1 USD=Rs65) towards this initiative. The CEOs said the investments would be utilitized towards making smartphones and internet devices at an affordable price in India which would help generate jobs in India as well as reduce the cost of importing them from abroad. Reliance Industries Chairman Mukesh Ambani said his company would invest Rs 2.5 lakh crore across different Digital India heads, which have the potential to create employment for over five lakh people.He also announced setting up of the 'Jio Digital India Start Up Fund' to encourage young entrepreneurs who are setting up businesses focused around the Digital India initiative. Silicon Valley Tech Giants from Silicon Valley, San Jose, California expressed their support for Digital India during PM Narendra Modi's visit in September 2015. Facebook's CEO, Mark Zuckerberg, changed his DP in support of Digital India and started a chain on Facebook and promised to work on WiFi Hotspots in rural India. Google committed to provide broadband connectivity on 500 railway stations in India. Microsoft agreed to provide broadband connectivity to five lakh villages in India and make India its cloud hub through Indian data centres. Qualcomm announced an investment of $150 million in Indian startups. The Digital India programme is a flagship programme of the Government of India with a vision to transform India into a digitally empowered society and knowledge economy.
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Figure 6 The journey of e-Governance initiatives in India took a broader dimension in mid 90s for wider sectoral applications with emphasis on citizen-centric services. Later on, many States/UTs started various e-Governance projects. Though these e-Governance projects were citizen-centric, they could make lesser than the desired impact. Government of India launched National eGovernance Plan (NeGP) in 2006. 31 Mission Mode Projects covering various domains were initiated. Despite the successful implementation of many e-Governance projects across the country, e-Governance as a whole has not been able to make the desired impact and fulfil all its objectives. It has been felt that a lot more thrust is required to ensure e-Governance in the country promote inclusive growth that covers electronic services, products, devices and job opportunities. Moreover, electronic manufacturing in the country needs to be strengthened. In order to transform the entire ecosystem of public services through the use of information technology, the Government of India has launched the Digital India programme with the vision to transform India into a digitally empowered society and knowledge economy. 1.4.7 Vision Areas of Digital India The Digital India programme is centred on three key vision areas: Digital Infrastructure as a Core Utility to Every Citizen Governance and Services on Demand Digital Empowerment of Citizens ,Digital Infrastructure as a Utility to Every Citizen, Availability of high speed internet as a core utility for delivery of services to citizens, Cradle to grave digital identity that is unique, lifelong, online and authenticable to every citizen, Mobile phone & bank account enabling citizen participation in digital & financial space 1.4.8 Vision Area 1: Digital infrastructure as a utility to every citizen 1.4.8.1 Infrastructure
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A well connected nation is a prerequisite to a well served nation. Once the remotest of the Indian villagers are digitally connected through broadband and high speed internet, then delivery of electronic government services to every citizen, targeted social benefits, and financial inclusion can be achieved in reality. One of the key areas on which the vision of Digital India is centered is “digital infrastructure as a utility to every citizen”.A key component under this vision is high speed internet as a core utility to facilitate online delivery of various services. It is planned to set up enabling infrastructure for digital identity, financial inclusion and ensure easy availability of common services centers. It is also proposed to provide citizens with “digital lockers” which would be sharable private spaces on a public cloud, and where documents issued by Government departments and agencies could be stored for easy online access. It is also planned to ensure that the cyberspace is made safe and secure. 1.4.8.2 High-speed internet as a core utility Information and communication technologies (ICTs) have the potential of not only bridging the great digital divide in the country (in terms of easy and effective access to ICTs) but also of positively contributing to the growth of the economy, employment and productivity.The emphasis is on providing high speed internet connectivity across the length and breadth of the country by deploying ICT infrastructure, optical fibre, and last-mile connectivity options offered by wireless technologies in a manner that is affordable, reliable and competitive. The plan of action and timelines are as follows: 1
Focus Area Intended Outcome
2 3 4 5 6 7 8
Broadband for rural areas Coverage for 2,50,000 Gram Panchayats (GPs) by 2016-17 Broadband for urban areas Virtual Network Operators for service delivery; Mandatory communication infrastructure in new urban settlements and buildings National Information Infrastructure Integration of all core ICT infrastructure built under National e-Governance Plan (NeGP) for greater efficiency and synergy; Nationwide coverage by March 2017 Universal access to mobile connectivity Greater network penetration; Coverage for 55,619 uncovered villages by 2018 Public Internet Access Programme under National Rural Internet Mission Coverage for 2,50,000 GPs by 2016-17 through Common Services Centers (CSCs); Recasting of 1,50,000 post offices as multi-service centres by 2015-16
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1.4.8.3 Cradle-to-grave digital identity The ideal identity is one that is unique, singularly sufficient, robust enough to disallow duplicate and fake records, easily and digitally authenticable in an inexpensive manner, and 17
lifelong.Vision-Digital-IndiaAadhaar, a 12-digit individual identification number issued by the Unique Identification Authority of India (UIDAI) on behalf of the Government of India, meets these requirements. It is essentially a paperless online anytime-anywhere identity assigned to a resident to cover his/her entire lifetime. The verification of identity is done online with the help of authentication devices which connect to UIDAI’s Central Identity Repository and return a ‘yes’ or ‘no’ response to the basic query, “Is the person who he/she claims to be?”, based on the demographic and biometric data available with UIDAI. Aadhaar can be used by any application which needs to establish the identity of a resident and/or provide secure access for the resident to services/benefits/entitlements offered by the application. 1.4.8.4 Participation in digital & financial space through mobiles & banking Indian telecom sector is the world’s fastest growing telecom sector. The massive and growing penetration of mobile phones in India, especially in rural areas, provides a ready and widespread base for access to and delivery of public services electronically. Data access through mobiles continues to gain popularity, and as on date, around 80 per cent of internet users in India access internet through mobile devices. This holds great promise and potential for e-governance in general and digital-cum-financial inclusion in particular.bankIn the mobile space, DeitY has launched Mobile Seva, a revolutionary whole-of-government mobile governance initiative, enabling government departments and agencies across the nation to deliver public services to citizens and businesses through mobile devices across various mobile-based channels such as SMS, USSD, mobile apps, and voice/ IVRS.In the financial space, DeitY has collaborated with NSDL Database Management Limited (NDML) for providing PayGov, a centralized platform for facilitating all government departments and services to collect online payments from citizens for public services. PayGov offers an end-to-end transactional experience for citizens who can opt from various payment options such as Net Banking (65+ banks), debit cards, credit cards, cash cards/ prepaid cards/ wallets, and NEFT/ RTGS, etc.The 'Pradhan Mantri Jan-Dhan Yojana' has been launched as a national mission encompassing an integrated approach to bring about comprehensive financial inclusion of all the households in the country. The plan envisages universal access to banking facilities with at least one basic banking account per household, financial literacy, access to credit, insurance and pension facility. It also envisages channeling all government benefits to the beneficiaries’ bank accounts.
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Figure 7
1.4.8.5 Easy access to a Common Service Centre (CSC) Implemented under the NeGP formulated by DeitY, the CSCs are ICT-enabled front-end service delivery points (kiosks) at the village level for delivery of government, financial, social and private sector services in the areas of agriculture, health, education, entertainment, banking, insurance, pension, utility payments, etc.CSCs operate within a public-private-partnership (PPP) model and a 3-tier structure consisting of the CSC operator (known as the Village Level Entrepreneur or VLE), the Service Centre Agency (SCA) for establishing CSCs in a zone consisting of a few districts, and a State Designated Agency (SDA) for managing the implementation in the State. CSCs enable government, private and social sector organizations to align their social and commercial goals for the benefit of the rural population in the remotest corners of the country through a combination of IT-based as well as non-IT-based services.The initial target was to establish 1,00,000 CSCs in 6,00,000 villages in the ratio of one CSC for every 6 villages. As on date, more than 1,37,000 CSCs are operational across the country. Under the proposed CSC 2.0 programme, it is planned to increase the number of CSCs to 2,50,000 (covering all panchayats) to facilitate easier access to CSCs for the citizens. What is in it for the citizens? Current scenario for a villager without easy access to a CSC
Inadequate access to government services and internet. Changed scenario Internet connectivity is available through the CSC. The neighbourhood CSC is a convenient and friendly place to know and avail G2C services, banking services (including loans) and also to learn about suitable agricultural practices. Several B2C services are available too in the CSC. 19
Family members can learn computer skills at the CSC and also undergo vocational trainings for better family income.
1.4.8.6 Shareable private space on a public cloud Easy and authentication-based access to a digital locker, i.e. a shareable private space on a public cloud, can greatly facilitate paperless transactions. Citizens can digitally store Governmentissued digital documents and certificates and share them with various agencies without having to submit or send physical documents or copies. Digital Locker to Citizens – A Game Changer Current Scenario:
Citizens need to submit paper documents to avail government services.
How Digital India initiative will impact:
Government of India would provide a digital private space, i.e. Digital Locker, to every citizen. The ‘Digital Locker’ would enable citizens to securely store all their important documents and credential. The electronic documents can be shared with public agencies or others without the need to physically submit them. Such a ‘digital locker’ will greatly improve citizen convenience and usher in paperless transactions across the entire ecosystem of public services. In a situation of disaster, e.g. flood, storm, fire, etc, when citizens may loose paper documents, documents in the digital repository would be accessible for them anytime, anywhere to avail government or private services.
The digital locker would have a collection of repositories (digital repository) for issuing authorities (issuer) to upload their documents (electronic document) in a standard format. Personal locker provided to citizens would also act as a platform for storing the links (termed as Document URI) for accessing the documents directly from these repositories. This platform would enable the citizens to securely share their documents with the service providers who can also directly access public documents from the issuing authority through an authenticated route. 1.4.8.7 Safe and secure cyber-space Cyberspace is where all online digital assets, protocols, identities etc. reside and interact and transact. It is imperative that cyberspace be made safe and secure for all organizations and users. The Indian Computer Emergency Response Team (ICERT/ CERT-In) of DeitY hosts a comprehensive “secure your PC” portal at ( http://www.cert-in.org.in/secureyourpc.in/ (link is external) SPC_colored_English/large/index.html ) with guidelines and measures for users against risks and threats. Further, a National Coordination Centre on Cyber Security has been proposed as one of the key projects under Digital India to provide safe and secure cyber space. 20
1.4.9 Vision Area 2: Governance and services on demand Over the years, a large number of initiatives have been undertaken by various State Governments and Central Ministries to usher in an era of e-governance. Sustained efforts have been made at multiple levels to improve the delivery of public services and simplify the process of accessing them. E-governance in India has steadily evolved from computerization of Government 1.4.9.1 Departments to initiatives that encapsulate the finer points of Governance, such as citizen centricity, service orientation and transparency. The National e-Governance Plan (NeGP) was approved in 2006 to take a holistic view of egovernance initiatives across the country, integrating them into a collective vision. Around this idea, a massive countrywide infrastructure reaching down to the remotest of villages is being developed, and large-scale digitization of records is taking place to enable easy and reliable access over the internet. The ultimate objective was to make all government services accessible to the common man in his locality, through common service delivery outlets, and ensure efficiency, transparency, and reliability of such services at affordable costs to realise the basic needs of the common man".Six elements are crucial for ensuring that governance and services are made available on demand to all citizens and other stakeholders in the country.Seamlessly integrated services across departments or jurisdictions 1.4.9.2 Safe Access to some services often also involves documents, approvals and clearances from authorities outside the department/ jurisdiction providing the service. Today, the focus is on providing single-window access to such services so that the citizens and businesses save time and effort across multiple departments or jurisdictions concerned. This is exemplified by the eBiz and e-Trade projects under the NeGP. In order to provide integrated services, DeitY has notified e-governance standards (available at https://egovstandards.gov.in/ (link is external)). Further, Open API and Open Source policies are also being finalized by DeitY. The API policy sets out the Government’s approach on the use of open APIs to promote software interoperability for all e-governance applications and systems and provide access to data & services for promoting participation of citizens and other stakeholders. Also, common platforms like MeghRaj Cloud Platform, Mobile Seva, PayGov and eSangam have been established by DeitY for the Departments and States for the purposes of interoperable and integrated services. 1.4.9.3 Services available in real time from online & mobile platforms mygovThe focus today is on designing e-Governance applications in such a way that the related information, services and grievance-handling mechanism are accessible online on a real time basis and across all types of access devices such as desktop computers, laptops, tablets, mobiles, etc.To ensure provisioning of high speed broadband connectivity at panchayat level, the National Optical Fibre Network (NOFN) project is being implemented by the Department of 21
Telecommunications (DoT). This aims to resolve the connectivity issues by taking gigabit fibre to all the panchayats in the country.The Mobile Seva project of DeitY is a highly successful project that provides a common national platform to all Government departments and agencies at the central, state and local levels for providing mobile based services and mobile apps. Over 1900 government departments and agencies across the country are using the mobile platform for mobile enabled services. This initiative has won the 2014 United Nations Public Service Award. Mobile Seva is a winner at United Nations Public Service Awards (2014) under the category “Promoting Whole-of-Government Approaches in the Information Age”. It is the only winner from India in 2014.Changing the Life of Citizens through Internet & Mobile connectivity Current scenario:
Difficulty in availing government services due to lack of internet connectivity.
Changed scenario:
Use of mobile phone or laptop would help in checking the status of entitlements, bank account details, etc. Access to internet and focus on digital literacy will also help citizens aspire for better jobs and improved quality of life. Text books will be available in the form of e-books which can be downloaded on laptops. Citizens may avail government and private services from home by accessing the software applications through internet.
1.4.9.4 All citizen entitlements to be portable and available on the cloud The flexibility, agility, cost effectiveness and transparency offered by the cloud technologies should be considered while designing and hosting of applications. In order to utilize and harness the benefits of Cloud Computing, Government of India has embarked upon an ambitious initiative – “GI Cloud” which has been named as ‘MeghRaj’. The focus of this initiative is to accelerate delivery of e-services in the country while optimizing ICT spending of the Government.The cloud platform can host online repositories for all possible entitlements thereby providing a single source of truth. This includes areas like Public Distribution System, BPL entitlements, social sector benefits, LPG and other subsidies, etc. The platform can enable automated registration, maintenance and delivery of citizen entitlements under several government schemes. This will provide delivery for these entitlements on an anywhere, anytime basis. A citizen moving to a new place shall not lose his/her entitlements and will not have to go through a lengthy process to register and supply documents afresh to continue getting the benefits. The plan is to leverage the cloud platform for addressing the portability issue towards ensuring continuity of citizen entitlements across the entire country.A major milestone was achieved in October 2014 with the launch of provident fund portability through the Universal Account Number (UAN). Employees now need not worry about transferring the funds lying in their provident fund accounts when they change their locations. 22
1.4.9.5 Digitally transformed services for improving ease of doing business Starting a business, dealing with construction permits, getting electricity, registering property, getting credit, protecting investors, paying taxes, trading across borders, enforcing contracts, resolving insolvency and other clearances etc. are the various experiences that define how easy or difficult it is to do business in a country. Government services for businesses shall be digitally transformed for improving Ease of Doing Business in the country.The existing MMPs under the NeGP shall be strengthened using latest tools and technologies:The e-Biz project provides integrated services across various central and state departments/ agencies through a single window mechanism to all businesses and investors for setting up a commercial enterprises,The eTrade MMP facilitates foreign trade in India by promoting effective and efficient delivery of services by various regulatory/ facilitating agencies involved in foreign trade, to enable traders to avail online services from these agencies. 1.4.9.6 Making financial transactions electronic & cashless Electronic payments and fund transfers have the advantage of targeted and direct delivery to the intended beneficiaries without the involvement of middlemen who may otherwise subvert the system. Similarly, online mechanisms for payment of fees for certain public services offer a transparent, friendly and expeditious channel to citizens for payments. All financial transactions above a threshold shall be made electronic & cashless.DeitY has created PayGov India as a centralized payment gateway for all Government Departments and agencies in the country. It is operated and maintained by NSDL Database Management Ltd (NDML), a wholly owned subsidiary of National Securities Depository Limited (NSDL).PayGov India is securely integrated with National and State Service Delivery Gateways (NSDG and SSDG) to enable sharing of information across databases for efficient service delivery, and also with the Mobile Services Delivery Gateway (MSDG) under Mobile Seva. The citizens can choose from a host of e-payment options such as Net banking, credit card, debit card, prepaid/ cash card/ wallet, Immediate Payment Service (IMPS) and mobile wallet. 1.4.9.7 Leveraging Geospatial Information System (GIS) for decision support systems & development Various government services can be offered in a better way by proper use of GIS technology in the e-governance applications. National Geospatial Information System (NGIS) is being implemented to integrate geo-spatial data available with a number of organizations such as Survey of India, National Informatics Centre (NIC), NRSA and Ministry of Earth Sciences (MoES) to develop a GIS platform for e-Governance applications.This GIS platform will be leveraged as a service for the benefit of various mission mode projects and other e-governance initiatives. NGIS can also be leveraged for monitoring the physical progress of projects, disaster management and specialized needs of public safety agencies. 1.4.10 Vision Area 3: Digital empowerment of citizens 23
1.4.10.1 Empowerment Digital connectivity is a great leveller. Cutting across demographic and socio-economic segments, Indians are increasingly connecting and communicating with each other through mobile phones and computers riding on digital networks. The Digital India programme itself promises to transform India into a digitally empowered society by focusing on digital literacy, digital resources, and collaborative digital platforms. This also places emphasis on universal digital literacy and availability of digital resources/services in Indian languages. 1.4.10.2 Universal Digital Literacy Digital Empowerment Digital literacy assumes paramount importance at an individual level for truly and fully leveraging the potential the Digital India programme. It provides the citizens the ability to fully exploit the digital technologies to empower themselves. It helps them seek better livelihood opportunities and become economically secure.The focus today is on making at least one person e-literate in every household. Core ICT infrastructure set up by the central and state governments, such as CSCs, can play a critical role in taking digital literacy to the remotest locations of the country. To ensure that all panchayats in the country have high-speed connectivity, the Department of Telecom (DoT) has established Bharat Broadband Network Ltd. (BBNL) to roll out the National Optical Fiber Network (NOFN). BBNL will lay out the optic fiber cable terminating in each of the 2,50,000 gram panchayats in the country, providing 100 Mbps link to be used as information highway by all the stakeholders to ensure that digital inclusion reaches all villages across the country. This will ensure digitization and connectivity of the local institutions, such as panchayat office, schools, health centres, libraries, etc. The industry has also come forward to support the e-literacy goal through the National Digital Literacy Mission. National Institute of Electronics and Information Technology (NIELIT), an autonomous society under DeitY, has identified more than 5000 facilitation centres across the country for training on courses which will equip a person to undertake e-Governance transactions through computers and other basic activities, like e-mail, browsing the internet, etc. NIELIT has also signed MoUs with industry partners towards jointly conducting courses and online examinations on digital literacy. 1.4.10.3 Universally accessible digital resources Digital resources are truly universally accessible when they are easily available and navigable everywhere and by everyone. Open resources have the advantage of being widely and inexpensively available and also being widely usable and customizable. Digital resources created or implemented along these lines can be accessed everywhere compared to resources developed from proprietary systems. Owner departments and agencies have the responsibility of ensuring that their digital resources are of high quality so that access and customization are not 24
problematic.Universally Accessible Digital Resources: Making government documents accessible to citizens anytime, anywhere! Current scenario
Government documents are not easily accessible.
Changed scenario
Citizen related documents would be available electronically. Government departments may access the documents issued by collateral government agencies. Documents issued to the citizens would be available to them anywhere anytime, in a standard format which can be shared with an authorized entity. The documents may be available in local language as well. Documents would be accessible to citizens through web portals and mobile applications.
The National Data Sharing and Accessibility Policy (NDSAP) requires government organizations to proactively release their datasets in an open format. Implementation of NDSAP in India is being done by NIC, an agency of DeitY, through the Open Government Platform for India (http://data.gov.in (link is external)) which provides a single point access to all the open-format datasets published by different government departments. DeitY is also formulating a policy on open APIs to make all the data and information provided by government organizations open and machine readable, which can then be consumed by other e-governance applications/ systems and the public. DeitY is responsible for setting up the API standards and designing a gateway for seamless sharing of information amongst the various government agencies. Digital resources are as useful as the manner in which they are rendered on the users’ devices, which may be mobile phones, tablets, computers, or other devices. These devices, while all able to access sites where digital resources are available, may be based on varying support standards and also may or may not support differentiated styles of content presentation and layout. In such cases, the content may not be rendered correctly on all devices. Conformance to DeitY-notified standards for government data and application of the necessary style sheets and other server side solutions can help owner departments and agencies achieve this aspect of universal accessibility of their digital resources.Under the Digital India programme, the government is also committed to providing access to digital resources for citizens with special needs, such as those with visual or hearing impairments (which may be partial or complete), learning or cognitive disabilities, physical disabilities which hinder operation of ubiquitous access devices such as phones, tablets and computers. 1.4.10.4 All documents/certificates to be available on cloud
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Citizens should not be asked to provide government documents or certificates, which are already available with some department/institution of the government, in physical form. Portability of all electronic documents should also be ensured. As an example, educational institutions should ensure that all their degrees and certificates are digitized and kept in online repositories with appropriate access protocols. The citizen, while filling some application form, should not be asked to submit the certified copies of his/her educational certificates but should provide details of these certificates available in an online repository which can be seen by the agency concerned using the pointer provided by the citizen. All these repositories of all government issued documents/certificates should be hosted on a cloud platform to provide a single source of truth for these documents/certificates. The data may include categories such as digitally signed educational certificates, land records, driving licenses, permits, etc. Requesting departments or users may be provided authenticated access to the digital repository available over the cloud. 1.4.10.5 Availability of digital resources/ services in Indian languages India has a remarkable diversity in terms of languages written and spoken in different parts of the country. There are 22 official languages and 12 scripts. Knowledge of English is limited to a very small section of the population in the country. The rest often cannot access or comprehend digital resources which are available mainly in English.DeitY has initiated the Technology Development for Indian Languages (TDIL) programme for developing information processing tools and techniques to facilitate human-machine interaction without language barriers, creating and accessing multilingual knowledge resources, and integrating them to develop innovative user products and services. The programme also promotes language technology standardization through active participation in international and national standardization bodies such as ISO, UNICODE, World-wide-Web consortium (W3C) and Bureau of Indian Standards (BIS) to ensure adequate representation of Indian languages in existing and future language technology standards. DeitY has also initiated the Localization Projects Management Framework (LPMF) to help localize applications under the MMPs and other government applications. DeitY is also formulating a new mission mode project named as e-Bhasha to help develop and disseminate digital content in local languages to India's largely non-English speaking population. The disabled friendly content and systems are being developed as per accessibility standards. 1.4.10.6 Collaborative digital platforms for participative governance Traditionally, digital platforms have been used for dissemination of information and provision of services to the users. Through these platforms, Government could establish communication with the citizens though it was mostly one-way. Digital platforms, with necessary thrust from developments on technology front, have come of age and can now facilitate government departments to have effective two-way communication and interaction with citizens. Platforms that are more collaborative facilitate greater participation from the users. Instead of reaching out to citizens every now and then, government can be in touch with them round the clock through digital platforms which would facilitate participative governance.The platform would provide a 26
mechanism to discuss various issues to arrive at innovative solutions, make suggestions to the government, provide feedback on governance, rate the government actions/policies/initiatives, and actively participate with the government to achieve the desired outcomes.DeitY has recently launched a nationwide digital platform named as “myGov” (www.mygov.in (link is external)) to facilitate collaborative and participative governance. DeitY also maintains a social media page highlighting e-governance services being provided through NeGP at https://www.facebook.com/NationaleGovernancePlan (link is external) which has over 1 lakh fans and followers as on date. 1.4.10.7 Footer-up Share your ideas and Feedback Accessibility Statement Archive Terms & Conditions Website Policies Disclaimer Help Right To Information Site Map Updated On: 16-Jun-2015 Total Visitors: 1,045,698 1.4.10.8 My GovData govNational Portaletaal Content owned & provided by the respective Central Government Departments and the Programme coordinated by Department Of Electronics & Information Technology, Government Of India. This portal is designed and developed by DeitY (link is external) / NIC (link is external). 1.4.10.9 Programme Management Structure for Digital India Programme The Programme management structure for the Digital India prorgamme as endorsed by the Union Cabinet is as follow, For effective management of the Digital India programme, the programme management structure would consists of a Monitoring Committee on Digital India headed by the Prime Minister, a Digital India Advisory Group chaired by the Minister of Communications and IT and an Apex Committee chaired by the Cabinet Secretary. The structure has the needed secretarial/ monitoring/ technical support and appropriate decentralization of power and responsibility to ensure effective execution of the various projects/ components by the implementing departments/ teams. 1.4.10.10 Key components of the Programme Management structure would be as follows: Cabinet Committee on Economic Affairs (CCEA) for programme level policy decisions. A Monitoring Committee on Digital India under the Chairpersonship of Prime Minister which will be constituted with representation drawn from relevant Ministries/ Departments to provide leadership, prescribe deliverables and milestones, and monitor periodically the implementation of the Digital India Programme. A Digital India Advisory Group headed by the Minister of Communications and IT to solicit views of external stakeholders and to provide inputs to the 27
Monitoring Committee on Digital India, advise the Government on policy issues and strategic interventions necessary for accelerating the implementation of the Digital India Programme across Central and State Government Ministries/Departments. The composition of the Advisory Group would include representation from the Planning Commission and 8 to 9 representatives from States/UTs and other Line Ministries/Departments on a rotational basis. An Apex Committee headed by the Cabinet Secretary would be overseeing the programme and providing policy and strategic directions for its implementation and resolving inter-ministerial issues. In addition it would harmonize and integrate diverse initiatives and aspects related to integration of services, end to end process re-engineering and service levels of MMPs and other initiatives under the Digital India Programme, wherever required.Expenditure Finance Committee (EFC)/Committee on Non Plan Expenditure (CNE) to financially appraise/ approve projects as per existing delegation of financial powers. The EFC/ CNE headed by Secretary Expenditure would also be recommending to the CCEA the manner in which MMPs/ eGovernance initiatives are to be implemented, as well as the financial terms of participation for States. A representative of the Planning Commission would also be included in both the EFC and CNE.A Council of Mission Leaders on Digital India headed by Secretary, DeitY would be established as a platform to share the best practices in various existing and new eGov initiatives under Digital India and also to sensitize various government departments about ICT projects of DeitY. While the interdepartmental, integration and interoperable issues of integrated projects / eGovernance initiatives would be resolved by the Apex Committee on Digital India headed by Cabinet Secretary, the technical issues of integrated projects would be resolved by the Council of Mission Leaders. Further, considering the scope of the Digital India Programme and the need to look at issues such as overall technology architecture, framework, standards, security policy, funding strategy, service delivery mechanism, sharing of common infrastructure etc. at a programme level, it is proposed that the technical appraisal of all Digital India projects be done by DeitY, prior to a project being placed before the EFC/ CNE. It may be mentioned that the DeitY has already set up a Programme Management Unit, namely National eGovernance Division (NeGD) to provide support to departments in conceptualizing, developing, appraising, implementing and monitoring respective MMPs / eGovernance Initiatives.For effective monitoring of Digital India, usage of Project Management Information System would be mandatory in each new and existing Mission Mode Projects to capture the real or near real time details about the progress of the project. This tool should be proficient enough to capture the parameters for each stage of project namely, conceptualization and development, implementation and post implementation. The parameters could be decided in consultation with various line Ministries / Departments and DeitY. Since the “e-Kranti: National eGovernance Plan 2.0” is already integrated with Digital India Programme, the existing programme management structure established for National eGovernance Plan at both national and state level has also been decided to be integrated appropriately with the programme management structure being envisaged for Digital India Programme at national and State/UT level.
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1.4.11 Current Status The Apex Committee on the Digital India programme headed by the Cabinet Secretary and the Digital India Advisory Group chaired by the Minister of Communications and Information Techology has been constituted. The first meeting of the Apex Committee on the Digital India programme was held on 26.11.2014. The second meeting of the Apex Committee on the Digital India programme was held on 09.02.2015. The actions on decisons made by the Apex Committee are being worked out.
Chapter 2 Research and Methodology
Research and Methodology The Research methodology used in the study was descriptive research design. It includes surveys and fact-finding requires of different kinds. Selected questions are asked from the youths to evaluate a particular result of the study and find out the conclusions from it. The major purpose of description research designs, as it exists at present. The main characteristic of this method is that the researcher has no control of variables; we can report only what has happened or what is happening. The primary purposes of basic research (as opposed to applied research) are 29
documentation, discovery, interpretation, or the research and development (R&D) of methods and systems for the advancement of human knowledge. 2.1 Research Objective
To find out how many of the youths show interest in the latest project which is started by our Prime Minister Narendra Modi To find out how many of the youths are aware of the digital Marketing To find if the youths use the latest technologies and if they use social sites To find out how many of them think that the digital India project is going to be a success in the near future To find if the youths think if will lead to a greater growth of India in future To find if the people think that the digital India project will eradicate poverty which is still a major problem in India
2.2 Research design A research design is the arrangement of conditions for collection and analysis of data in a manner that aims to combine relevance to the research purpose with economy in procedure.
A well-structured questionnaire is framed.
Data is collected from the youths
Findings are made and necessary recommendations are given.
2.3 Research Tool A structured questionnaire has been prepared to get the relevant information from the respondents. The questionnaire consists of a variety of questions presented to the youths for their despondence. Survey is made to different level of youths of Different ages 2.4 Sources of Data It is of two types: 1. Primary Data 2. Secondary Data 2.4.1 Primary data Primary data) is a term for data collected from a source. Raw data has not been subjected to processing or any other manipulation, and are also referred to as primary data. Raw data is a relative term (see data). Raw data can be input to a computer program or used in manual procedures such as analyzing statistics from a survey. The term can refer to the binary data on electronic storage devices such as hard disk drives (also referred to as low-level data).Raw data (sometimes called "source" data or "eggy" data) are the data input to processing. A distinction is 30
sometimes made between data and information to the effect that information is the end product of data processing. Raw data that has undergone processing are sometimes referred to as "cooked" data. The primary data is defined as the data, which is collected for the first time and fresh in nature, and happen to be original in character through field survey. Primary data collection, you collect the data yourself using methods such as interviews and questionnaires. The key point here is that the data you collect is unique to you and your research and, until you publish, no one else has access to it. 2.4.1.1 There are many methods of collecting primary data and the main methods include: 1. Questionnaires 2. Observation 3. Case-studies 4. Diaries 5. Critical incidents 2.5 Secondary data The secondary data are those which have already been collected by someone else and have been passed through statistical process. The secondary data for this study are already available in the firm's internal records, annual report, broaches, and company's website. Secondary data, is data collected by someone other than the user. Common sources of secondary data for social science include censuses, organizational records and data collected through qualitative methodologies or qualitative research. Primary data, by contrast, are collected by the investigator conducting the research.Secondary data analysis saves time that would otherwise be spent collecting data and, particularly in the case of quantitative data, provides larger and higher-quality databases that would be unfeasible for any individual researcher to collect on their own. In addition, analysts of social and economic change consider secondary data essential, since it is impossible to conduct a new survey that can adequately capture past change and/or developments. 2.6 Data collection method There are selected questions which are asked from the people or mainly youths to complete or valuate our study .The data collection method used in this research is survey method. Here the data are systematically recorded from the respondents or from the following youths.
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Chapter 3 Data Presentation and Analysis
Data Presentation and Analysis 3.1 The following pie chart shows how many number percentage of youths are employed?
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Figure 8 Interpretation The above data represents about 70% of the youths are not employed and 30% are employed
3.2 The following pie chart shows how many percentage of youths use their Smartphone for which purpose?
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Figure 9
Interpretation The above data represents about 70% use youths use their Smartphone for internet, 20% for games and 10% for calling
3.3 The following pie chart shows which social networking sites youths mainly use?
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Figure 10
Interpretation The above data represents about 50% of youths use facebook, 30% use instagram and 10% for yahoo and 10% use all of the social sites
3.4 The following pie chart shows how many percentage of youths use online sites for buying online products?
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Figure 11
Interpretation The above data represents about 50% of youths use Amazon, 20% use flipcart and 20% for use shopclues and 10% use snapdeal
3.5 The following pie chart shows how many percentage of youths agree that digital marketing helped them to gather information?
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Figure 12
Interpretation The above data represents about 50% of youths agree, 20% highly agree, 20% are not sure and 10% disagree
3.6 The following pie chart shows how many percentage youths agree that digital India is going to change the way of living of people in India?
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Figure 13 Interpretation The above data represents about 60% of youths agree, 10% disagree, 20% are not sure and 10% highly agree
3.7 The following pie chart shows how many percentage of youths support digital India project?
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Figure 14 Interpretation The above data represents about 50% of youths disagree, 10% highly agree, 10% are not sure and 30% agree
3.8 The following pie chart shows how many percentage of youths agree that the digital India project by Narendra modi will be successful in near future? 39
Figure 15 Interpretation The above data represents about 70% of youths agree, 10% highly agree, 10% disagree and 20% are not sure
3.9 The following pie chart shows the percentage of youths who agree that the digital India project will eradicate poverty in India? 40
Figure 16
Interpretation The above data represents about 40% of youths agree, 30% disagree, 10% highly disagree and 10% are not sure and 10% highly agree with it
Chapter 4 41
Summary and Conclusion 4.1 Summary Digital marketing is an umbrella term for the targeted, measurable, and interactive marketing of products or services using digital technologies to reach and convert leads into customers.The key objective are to promote brands, build preference and increase sales through various digital marketing techniques. It is embodied by an extensive selection of service, product and brand marketing tactics, which mainly use the Internet as a core promotional medium, in addition to mobile and traditional TV and radio. Digital marketing activities are search engine optimization (SEO), search engine marketing (SEM) , content marketing, influencer marketing, content automation, campaign marketing, and e-commerce marketing, social media marketing, social media optimisation, e-mail direct marketing, display advertising, e–books, optical disks and games, and any other form of digital media. It also extends to non-Internet channels that provide digital media, such as mobile phones (SMS and MMS), callback and on-hold mobile ring tones ,According to the Digital Marketing Institute, Digital Marketing is the use of digital channels to promote or market products and services to consumers and businesses. The term 'digital marketing' was first used in the 1990s.In the 2000s and the 2010s, digital marketing became more sophisticated as an effective way to create a relationship with the consumer that has depth and relevance. While the term 'digital marketing' may not have been used until the 1990s, digital marketing itself has roots to the mid-1980s when the SoftAd Group, now ChannelNet, developed advertising campaigns for several major automobile companies, wherein people would send in reader reply cards found in magazines and receive in return floppy disks that contained multimedia content promoting various cars and offering free test drives.The rapid evolution of digital media has created new opportunities and avenues for advertising and marketing. Fueled by the proliferation of devices to access digital media, this has led to the exponential growth of digital advertising. In 2012 and 2013 statistics showed digital marketing remained a growing field. Digital media growth is estimated at 4.5 trillion online ads served annually with digital media spend at 48% growth in 2010. An increasing portion of advertising stems from businesses employing Online Behavioural Advertising (OBA) to tailor advertising for Internet users. Though an innovative resource, OBA raises concern with regards to consumer privacy and data protection. Such implications are important considerations for responsible communications. Digital marketing is often referred to as 'online marketing', 'internet marketing' or 'web marketing'. The term 'digital marketing' has grown in popularity over time, particularly in certain countries. In the USA 'online marketing' is still prevalent, in Italy is referred as 'web marketing' but in the UK and worldwide, 'digital marketing' has become the most common term, especially after the year 2013. 4.2 Findings 42
The following research shows that the number of people who were asked are mostly unemployed the above pie chart showed about 70% of them are not working .a question was asked about the use of the Smartphone this does not need a pie chart as all people were using a Smartphone. The research has showed that about 70% of the users use their Smartphone for using internet about 10% of the users use their phone for the calling purpose and 20% use their phone for playing games. As we kno tat mostly people use their Smartphone for using internet as they had to connect with the people around the world or for checking their mails. A question was asked where the users were asked about the networking site they mostly prefer to use the pie chart showed that 50% prefer to use face book as the people are so much addicted to face book as it enables to get connected to the users worldwide, it enables the users to chat , check news feed etc. 30% of users prefer to use Instagram as this new social app is trending worldwide because of its small size and user friendly interface. Some users get connected with with yahoo and about 10% of people all of the above social sites. There was a question asked where people had to tell if they buy online products from online stores like snapdeal, shopclues , amazon etc. about 50% of the users used amazon for buying online products which means that the majority of the people prefer to use amazon it is also said to be the biggest online store of the world. Some of the users prefer buying product from snapdeal, shopclues and flipcart, these sites are also good as they satisfactory products to their customers and less or no shipping cost and all these online stores delivers their products in quick time and also provide free home delivery service. Another question was asked which was if their Smartphone has reduced their burden or not? Most or all the people agree that that their Smartphone has reduced their burden; it does not need a pie chart to display as all of them agreed with the question.The digital India project which is now very much popular project started by our Prime Minister Narendra modi, there was a question in which people were asked about if they know the digital india project, all the people had the same answer as they all of them know about the latest Digital India project. Another question was here regarding the digital marketing as the people said that the digital marketing has helped them to gather information 50% people agreed that digital marketing has helped them to gather their needed information.A pie chart which is also there above in which people were asked if they agree that Advertising on social sites like YouTube, face book and yahoo are content worthy ? 50% of the people or the majority of the people agreed from the statement about 20 % highly agreed and 20 % were not sure about their answer. There was a question if the digital India project going to change the way of living of people about 60% of the people agreed from the statement while 10% disagree and 20% were not sure about it. The study showed that about 50% of the people did not support the digital india project and 30% of them did not support it. About 10% highly disagree and 10% were not sure about it. a pie chart above is there in which people were asked if this digital india project of Narendra modi going to be a success in near future or not ? about 70% of the people agreed and 10% said they disagree about the success and about 20% were not sure about it. The last pie chart shown above showed that how many of the people think that the digital india project going to eradicate or reduce the poverty in india. The answers were pretty much clear as 40% of the people think that this project 43
will reduce povery 30% disagreed from it as they did not think that it will erase the poverty , 10% people were not sure about it , 10% of them highly agreed from the statement and remaining 10% of them highly disagree from this statement. 4.3 Limitations It is said, “Nothing is perfect” and if the quite is true, I am sure that there would be few shortcoming in this project also. Sincere efforts have been made to eliminate discrepancies as far as possible but few would have reminded due to limitations of the study. There are: The convenient sampling technique has its own limitations. 1 2 3 4 5 6 7
Many times responses in questionnaire were incomplete and biased; it may Not represent accuracy in study. Some of the respondents of the survey were unwilling to share personal Information. The employees were reluctant to give correct information. Even though the employees gave correct information during the unstructured interview conducted, they gave positive answer while answering the questionnaire. As the study was done within a limited time, investigator could not select a sufficiently large sample for the study.
4.4 Suggestions: 1. Increasing the knowledge of the youths about the digital marketing 2. Various school and institutes should be opened for the study of the concept of digital marketing and about the digital India project 3. A good investment should be done in this sector of increasing skills and knowledge aof youths about digital India and marketing 4. Various courses should be stated at low rates so that the lower and middle class people can exercise it
Reference and Bibliography
44
Reference and Bibliography 5 Websites 5.1 http://www.digitalindia.gov.in/ 5.2 http://digitalindia.net.in/ 5.3 https://en.wikipedia.org/wiki/Digital_marketing 5.4 http://www.businessdictionary.com/definition/digital-marketing.html 5.5 http://www.sas.com/en_us/insights/marketing/digital-marketing.html
Appendix Questionnaire 45
1
Name of the person?
2
Employed? Yes
3
Do u use a Smartphone? Yes
4
Yahoo
All of Them
snapdeal
flipcart
No
Amazon
Has your Smartphone has reduced you burden? Yes
9
Instagram
Which sites you mostly prefer? Shopclues
8
Games
Do you buy any online products? Yes
7
Internet
Which social network networking sites you mainly use? Facebook
6
No
Why do you use your Smartphone? Calling
5
No
No
Do u know anything about Digital Marketing and Digital India? Agree
Disagree
Not sure
Highly agree
Highly Disagree 10 Do you agree that Digital Marketing helped you to gather information? 46
Agree
Disagree
Not Sure
Highly Agree
Highly disagree
11 Do you agree that Advertising on social sites like YouTube, face book and yahoo are content worthy? Agree
Disagree
Not Sure
Highly Agree
Highly disagree
12 Do you agree that Digital India going to change the way of living of people in India? Agree
Disagree
Not Sure
Highly Agree
Highly disagree
13 Do you agree that majority of people of India support the Digital India project? Agree
Disagree
Not Sure
Highly Agree
Highly disagree
14 About 20% of Indian people living in India are living under poverty Do you agree that D igital India will reduce their poverty?
47
Agree
Disagree
Not Sure
Highly Agree
Highly disagree
15 Do you agree that that the project of Digital India by Narendra Modi be successful in near future? Agree
Disagree
Not Sure
Highly disagree
48
Highly Agree
