Computerization of Registration and Stamps Department - SAMPADA, Madhya Pradesh

Abstract

The case highlights the design, process changes and implementation challenges deploying web-based solution for property registration - Stamps and Management of Property and Documents Application (SAMPADA) in 2015 in Madhya Pradesh, India. SAMPADA was developed and implemented under the initiative and leadership of the then Inspector General Registration and Superintendent of Stamps (IGRS). Given the government context of outdated legal and largely manual processes, complexity of public procurement, lack of in-house capabilities and the requirement to interface with citizens makes e-governance projects some of the most challenging ones to implement. Computerization of outdated legal and largely manual systems also lead to a review of the underlying processes, changes of roles and organizational restructuring. Adding to this complexity is the environment of public procurement characterized by poor quality specifications and complex regulations. Lack of in-house capabilities often means reliance on vendors and consultants without having the capability to effectively oversee the outputs that often leads to tremendous costs on training and deployment. Designing systems with interface to citizens involves ensuring proper design of processes that facilitate their usage and contextual user experience, especially as government services may cater to wide variations in citizen profiles. The teaching note of the case gives scope to the Technology Acceptance Model (Davis, F. D. (1989). Perceived usefulness, perceived ease of use and user acceptance of information technology, MIS Quarterly, 13(3), 319-340) and IS Success Model (DeLone, W. & McLean, E. (1992). Information systems success: the quest for the dependent variable, Information systems research, 3(1), 60–95. doi:10.1287/isre.3.1.60) as the underlying theoretical model for case analysis.