The objective of this chapter is 1) to understand multi-channel architecture, integration, and management; 2) to develop a framework for citizen relationship and grievance management system for a single view; 3) as a case study, to propose framework applied to find what types of channels are providing to the citizens get access to the public services at National, State, and Local level in India; 4) as a case study, to find out challenges and issues with implementation of multi-channel services delivery. The key findings of the case study are: 1) There is no declining in providing traditional channels after introducing modern channels. 2) The departments are offering mixed channels. 3) Usage of mobile-based applications, social media, and wi-fi are in pilot basis or at initial stage. 4) Multi-channel integration and management is not yet initiated. 5) Electricity and network coverage are main issues in implementation of modern channels. However, such initiatives have some issues and challenges to the developing countries like India.

This paper objective is a) To propose Mobile based Government to Employee (MG2E) services b) To investigate the adoption of MG2E services in the Indian government departments as a case study and c) To identify problems associated with these services. In order to identify the adoption of the proposed MG2E services, a questionnaire was developed fifteen MG2E services after elaborate discussions with the government employees. A survey was conducted on hundred employees from the study area of fifty government departments and its autonomous institutions from four State and twenty-three Central government departments to find out the implementation of proposed MG2E services by these departments. The survey data was analyzed and found that most of the MG2E services are not yet implemented in many government departments in India although some services provided through SMS notifications. This study shows that every employee owned mobile device and charges paid by them. Therefore, the government should use this opportunity and introduce MG2E services to get benefits by both employees and government. This study may give a better understanding to the decision makers and researchers in the MG2E service area.

Citizens are demanding greater access to interaction with government through their preferred channels or devices. The private sector uses different channels for their services, citizens except same level of services from the public sector. Therefore public sector needs to focus on creating multiple delivery channels (Traditional such as face to face, Telephone and Modern channels such as Website, E-mail, SMS), so that citizens can have ‘channels of choice', depending on specific needs, demands and preferences in order to increase citizens' participation and satisfaction. For this reason, the paper's purpose is 1) To understand multi-channel architecture, Integration, Management and its Strengths & Weakness 2) To develop a frame work for Citizen Relationship and Grievance Management System (CiR&GMS) for a single view 3) By applying proposed framework, To identify what types of channels are providing to access public services at National, State and Local level governments in India as a case study 4) To find out challenges and issues in implementation of multi-channel service delivery. The key findings of the case study are: a) There is no declining in providing traditional channels after introducing modern channels b) Many departments are offering mixed channels c) Usage of Mobile/SMS, Social media and Wi-Fi hotspots based channels are in initial stage d) t-Government channel is not yet initiated in any department e) Multi-channel integration and management is not yet initiated by many departments, these departments are managed channels as separate silos. The proposed framework may provide some guidance to the decision and policy makers in the public sector. However, such initiatives have many challenges to the developing countries like India.

SFMToolbox is an ArcGIS Python toolbox developed in ArcGIS Desktop (ArcMap) to perform preprocessing tasks for the automatic creation of maps of soil fertility parameters. Through SFMToolbox, users can automatically produce 12 soil fertility parameter maps as a batch at one time. It is easy to use, where users can only provide input; the output files are automatically created from the name of the sample point and saved in the defined workspace. During the execution of the tools, various processes, such as Inverse Distance Weighted (IDW) – a technique of interpolation, reclassification, adding color, merging, projection, area calculation, and legend are done automatically for all12 parameters at the same time. The SFMToolbox was validated as part of the following case study: village – Kashipur, tehsil – Balrampur, district – Balrampur, state – Uttar Pradesh, Country – India. The results show that the user can quickly generate maps and save time, improve accuracy, and reduce human intervention and ensure uniformity among maps. This toolbox also applied to Cycle II data from the Government of India’s Soil Health Card (SHC) scheme and timely produced 12-parameters soil nutrient maps for 630 districts in a uniform format. The toolbox may be used by public and private organizations to make timely decisions on agricultural and environmental issues.