R&Dfor

e-Governance for Comprehensive Set

of Solutions

ISID, Vasant Kunj, New Delhi

(Based on Research in India)

Concept Note

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e-Governance: Critical Areas of Concerns

1.1 Services Delivery

Inadequate Number of services at e-Kiosks: The services provided (through e-Governance projects) at Tehsil are only a few (like RORs, or Caste or Income certificates; in some cases Registration of sale deeds). Only, some e-Governance projects like e-SEVA and e-Lokmitra that provide services for collection of user charges (electricity, water, etc.) are successful, as these involve very small processes. But, the services (a large number of them) that have large processes or require decision-making at various levels are not delivered efficiently.

No online services at e-Kiosks: Due to lack of BPR and Change Management, online services are not made available to citizens, resulting into lack of motivation to use e-Kiosks. The services are mainly at the pilot stage, and not rolled out.

Poor Performance Level: The reduction in time and cost of availing (in terms of travelling) have not reduced in many cases, though there is some improvement in the case of e-kiosks at Town

Lack of usage of e-Kiosks: As the number of services provided are very small and there is very little improvement in performance level, and so users are not very much inclined to use e-kiosks

Citizens Lack of empowerment

1.2 Service provider

Lack of Backend computerisation: Even if some services are provided, processes are not fully automated, or there is a lack of Backend computerisation (or no Backend computerisation in most of the cases)

Absence of Integration: There is a lack of addressal of several vital issues of Integration of Databases, Citizen Management (including grievance management), and MIS, which reduce the efficiency of service provider

Lack of change management and organisational development Local Institutions Lack of decision support system (DSS) for local resource planning and management of programmes

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Very Less e-services availed by citizens through e-Kiosks

Very Less number of citizens utilise e-Governance services through e-Kiosks

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Key Issues

•Lack of integrated view of services.

•Automation of a few Services of a Department; and Partial

Automation of Services do not improve the Efficiency much

•There is no online service delivery at e-Kiosks

•Services are not provided in the form of a package

•Several Applications can not speak to one another: So far,

the applications are developed in different platforms, which are

not compatible to one another.

…… resulting into very less number of e-services availed by citizens through e-Kiosks

Source: based on Study in Rajasthan and AP in India4

Critical Concerns

Lack of…

• BPR

• Backend computerisation

• System Integration

• Application development for online service

• Citizen management 5

Way Ahead

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Access(easy and

affordable)

Confidence to citizens to use e-

Kiosks (awareness, skills, and trust &

security)

Motivation to citizens

(value added services, large

number of services)

Encouraging Citizens through Citizen-centric Approach

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Strategy Formulation

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Key to Success for e-Governance

Five Key ConsiderationsI. Package of Services to Citizens at e-Kiosks

Application for online service delivery

II. Integrated View of Services for Efficiency gain

ERP for integrating the Databases

III. Horizontal and Vertical Integration in Future

SOA and Web-services

IV. Citizen Management

Application for CRM

V. Support for Multiple Channels of Communication Like IVRS, PDA, Mobile, Internet, Landline phone

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Strategy for improving Viability of e-Kiosks (CSCs)

S. N. Pre-requisites Requirements Present Status* Vital Inputs needed

1. Access • Kiosks near to villages • e-Kiosks are being set up • Setting up kiosks • Hardware • Connectivity

2. Motivation • Package of services • On-line services for higher

efficiency

• Only a few services partially available (2-3 nos.)

• On-line services not available

• Poor performance level

(due to above citizens do not like to go to e-Kiosks. It is impacting on viability of e-Kiosks).

I. e-Governance (IT application for on-line service delivery, and for ERP, KM, CRM):

• On-line Application for e-services• CRM (including call centre)• Knowledge Management • Integrated Services • System Integration (SI)• Data security II. Developing decision support system (DSS)

for Planning and Management using GIS• Thematic maps on GIS environment • Web-based GIS• IT application for Experts System• DSS for programme management and

monitoring

3. Confidence • Empowerment (through knowledge dissemination)

• Relationship citizen management

• Citizens not aware and not keen to use e-Kiosks

• Lack of data security• Citizens do not have much

confidence in using e-Kiosks

III. IT Application for Project Management for Rural and Social Development Programmes• IT application for planning and management of

development programmes • MIS • CRM (including call centre)

* Viability of e-kiosks is in question due to these factors

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CSCs: Common Service Centres (one lakh CSCs are being set up by Govt. Of India across the country), equivalent to e-Kiosks

Source: Own analysis

Citizen-centric Framework for e-Governance

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Overall Strategy for e-Governance

I. For Service Delivery to Citizens-Providing package of services (to motivate Citizens to go to e-Kiosks)-On-line service delivery (after BPR) at e-Kiosk-Empowerment of Citizens-Decision support system (DSS) for Panchayats / local bodies for resource planning and management that will address local problems.-Management of social and rural development programmes that are frequently needed by local people

II. For Improving Capacity of e-Governance Service provider-Improving the e-Governance System Architecture by leveraging the service Oriented Architecture (SOA) and Enterprise Architecture-Improving IT capability of service provider: Developing IT application for on line service delivery (of certificates) at e-Kiosks; and for System Integration (ERP), Knowledge Management (KM), and Citizen Relationship Management (CRM) for effective service management.-Improving decision support system (DSS)

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R&D Projects for evolving Citizen-centric e-Governance Approach

S. N. R&D Projects IT features Services that can be added to e-governance Portal*

Remarks

1. e-Governance (IT application for on-line service delivery, and for ERP, KM, CRM)

• On-line Application for e-services

• CRM (including call centre)

• Knowledge Management • Integrated Services - System Integration (SI)• Data security

• Land-based services - Land certificate (Jamabandi), - Sale deed, Mutation, Relief for disaster - Crop Insurance - Agriculture credit • Personal Certificates - Caste - Income - Domicile - Ration card - Death & Birth

• These cover basic** services in rural areas

2. Developing decision support system (DSS) for Planning and Management using GIS

• Village-wise thematic maps on GIS environment (including infrastructural locations)

• Village-wise MIS for developing programmes

• Web-based GIS• Satellite imageries for

land use• IT application for Experts

System• DSS for programme

management and monitoring

• first, database and thematic maps in web-based GIS environment (on e-governance Portal) for citizens:

- Natural Resource Management - Agriculture - Health - Development programmes and so on• second, developing Experts System as an aid

for decision support system (DSS) for Land use planning (LUP); Crop management; Watershed development; Ground water prospects;

• third, decision support system (DSS) for Ground Water Modelling on aid for natural resource management (NRM); and

• fourth, decision support system (DSS) for local bodies (Panchayats) for monitoring and management of programmes

• Spatial and non-spatial information on e-portal

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S. N. R&D Projects IT features Services that can be added to e-governance Portal*

Remarks

3. IT Application for Project Management for Rural and Social Development Programmes

• IT application for planning and management of development programmes

• MIS

For programmes like:• National Rural Employment Guarantee

Scheme (NREGS) (wage employment)• Swarnjayanti Gram Swarozgar Yojana (SGSY)

(self-employment)• Pradhan Mantri Gram Sadak Yojana (PMGSY)

(roads)• Personal Insurance• Old Age Pension (OAP)• Below Poverty Line (BPL) List

• These cover basic ** programmes which impact the rural population the maximum

*These service and programmes have been identified based on citizen requirement study (CRS) conducted by the Institute.

** Services cover 75% of the services sought by Citizens in rural areas in India (based on CRS)

Contd…

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Pilot R&D needed for…I. Service delivery to Citizens• BPR • Application development for online service delivery [with IT security

(RFID, IRIS, Smart Card)]• Software, Database and content development for citizen relationship

management (CRM) and system integration* (equivalent to ERP)• Developing Knowledge Management (KM)** System• Implementation at e-kiosks* i. Land-based services for: Land certificate (Jamabandi / ROR), Sale deed, Mutation, and Relief for disaster (land-based); ii. Personal certificates for Caste, Income, Domicile, Ration card and Death & Birth ** For internal knowledge & records (about various Acts, rules & procedures; reports, court work, MIS and so on).

II. Resources Planning : GIS-based village resource centre and Decision Support System (DSS) for planning of resources

III. Management of programmes: IT application for Project Planning and Management for Rural Development Programmes

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Phase I Phase II

District

Tehsil

Kiosk

Phase IIIPhase IV

Interface Transaction

• Interface• Submission of application form• MIS• Basic information

Kiosk

At Tehsil• Caste • Income• Land record etc.

State Departments- Agriculture- Educaiton- Health- RD & PR and so on

District Departments- Agriculture- Educaiton- Health- RD & PR and so on

Horizontalintegration

Vertical integration

Block- Agriculture- Educaiton- Health- RD & PR and so on

Phase V

Networking

Banks

Other development

agencies

State departments

Building on the successes

State revenue

department

Educational Institutions

Phases for e-Governance System in a District

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Time

Cost

Convenience

Transparency

Accountability

Effective Service Delivery

QMS: Quality Management SystemPPT: People Process and TechnologyTQM: Total Quality Management HRM: Human Resource ManagementCRM: Citizen Relationship ManagementMIS: Management Information System

Process Studyand

Reengineering

Requirement Study• Service processes• Quality of services, efficiency, transparency, accountability • Citizen requirements • Empowerment of citizens• System requirement - IT - Capacity Building - Change Management

Aligning processes to meet desired

standards QMS

Efficient service delivery

Applying • PPT Model • TQM Approach

Designing QMS

Efficient processesand aligning them with people and IT

HRM- Change management & training - Citizen-centric work culture- Learning organisation (knowledge management)

CRM

IT System • Hardware • Software • Connectivity

• System integration • MIS

Transparency and Accountability

Sub-systems (of service delivery) management • Infrastructure • Personnel • Equipments • Logistics

Qualityof Parameters

Defining standards

Citizen Requirement Study (CRS)

Understanding Citizen

Designing Components for e-Governance for one Service Department in a District

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R&D Initiatives for e-Governance: A Snapshot

CRM Knowledge

Management

Service Department

Services to be covered at Kiosks (in the beginning)

• Land-based services- Land certificate (Jamabandi),- Sale deed, Mutation, Relief for disaster- Crop Insurance• Personal Certificate - Caste - Income - Domicile - Ration card - Death & Birth

( e-kiosks at villages )

Integrated Services - System Integration (SI)

BPR GISNRM modeling (Groundwater

and watershed)

Decision support system (DSS)

Knowledge Dissemination

Services to Citizens

Internet

Information about programmes / technology / price / cost, etc.- Natural Resource Management- Agriculture - Health- Development programmes and so on

Empowerment

DSS for Panchayats / Local bodiesApplication for on-line services

I.II.

IV.IT application for Project Planning and Management for Rural Development Programmes

• NREGS (wage employment)• SGSY (self-employment)• PMGSY (roads)• Personal Insurance• OAP• BPL List

III.

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Future Prospects…..

Users (for IT Applications) will be from the following Departments / Agencies:

i. Common Service Centres (CSCs) under e-Governance (NeGP) : No. 1,00,000

ii. Government Department / Panchayat / Local bodies (under NeGP)

a. Deptts. at Central Govt. level : 50 b. Deptts. at State Govt. level : 50 c. Deptts. at District level : 600 District x15 : 9,000 d. Deptts. at Block: 6,000x10 : 60,000 e. Gram Panchayat (village): 2,25,000x7 :15,75,000

…in a way future possibilities of Replication are immense

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Architecture of e-Governance System

Service Delivery

Planning of Resources

Management of Programmes

ApplicationLayer

DatabaseServer

Web Server

ApplicationServer

Service Oriented Architecture(SOA)

Web-Services

User

LandlinePhone

PDAMobile Phone

IVRSMobile

GISInternet

UserUser

InternetInternet

Internet

IT Applica-

tions

Application Areas

User interface

Graphical User Interface

Database

On-line services delivery

at e-Kiosk

ERPfor Government

Offices

Citizen Relationship

Management (CRM)

KnowledgeManagement

(KM)

Expert system as DSS for planning

of resources

PDA: Personal Digital AssistantIVRS: Interactive Voice Response SystemDSS: Decision Support System

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Thank you

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