Purpose

The purpose of this study is twofold: first, to develop a framework to implement electronic delivery systems for connecting federal government with rural citizens using banking infrastructure as a reintermediation platform; and second, to understand the challenges faced by banks in reintermediation for financial inclusion (FI).

Design/methodology/approach

This exploratory research adopts case study method to gain insights of the challenges faced by banks in e-government services for FI. In-depth structured interviews are conducted with key respondents: branch managers heading banks in rural areas.

Findings

Preliminary results based on in-depth interviews with branch managers of banks suggest that banks leverage facilitators called Bank Mitras (BM) (friends from bank as per the local language) to disseminate services offered by the banks to rural customers at each village. However, a key challenge faced by banks is the increased dependency on bank employees to complete the process of e-government transactions by the beneficiaries because of trust factor.

Research limitations/implications

This exploratory research builds on the case study approach using in-depth interviews with the branch managers of five banks as key respondents to develop the preliminary research framework for FI.

Practical implications

Policymakers can design banking systems to enhance transparency by implementing technologies and decentralizing routine transactions to citizens by enhancing the role of facilitators (BM).

Social implications

FI aims to reach out and empower citizens with banking facilities for disbursing e-government services. This process needs to be refined for the rural population of India to understand and better use the e-government services and schemes.

Originality/value

Insights from in-depth interviews with key respondents of the banks were collated and augmented with literature to enhance the rigor of the exploratory research.

中文翻译：

---

无银行账户到有银行账户：印度背景下银行在电子政务服务中的再中介作用以实现金融包容性

目的

本研究的目的有两个：首先，开发一个框架来实施电子交付系统，以使用银行基础设施作为再中介平台，将联邦政府与农村公民联系起来；其次，了解银行在普惠金融（FI）再中介方面面临的挑战。

设计/方法/方法

本探索性研究采用案例研究方法，深入了解银行在为金融机构提供电子政务服务方面面临的挑战。对主要受访者进行了深入的结构化访谈：农村地区银行的分行经理。

发现

根据对银行分行经理的深入访谈得出的初步结果表明，银行利用名为Bank Mitras (BM) 的服务商（当地语言为银行之友）向每个村庄的农村客户宣传银行提供的服务。然而，银行面临的一个关键挑战是，由于信任因素，受益人越来越依赖银行员工来完成电子政务交易过程。

研究限制/影响

这项探索性研究建立在案例研究方法的基础上，使用对五家银行的分行经理作为主要受访者进行深入访谈，以制定金融机构的初步研究框架。

实际影响

政策制定者可以设计银行系统，通过实施技术和通过增强促进者 (BM) 的作用将日常交易分散给公民来提高透明度。

社会影响

FI 旨在通过银行设施向公民提供支付电子政务服务的服务并赋予其权力。这个过程需要改进，以便印度农村人口了解和更好地使用电子政务服务和计划。

原创性/价值

对银行主要受访者的深入访谈的见解与文献进行了整理和扩充，以提高探索性研究的严谨性。