DR Police 1[1].5.pdf

7/29/2019 DR Police 1[1].5.pdf

1/70

Detailed Project ReportFor

Department of PoliceGovernment of Kerala

April 30, 2007

7/29/2019 DR Police 1[1].5.pdf

2/70

Executive Summary

7/29/2019 DR Police 1[1].5.pdf

3/70

1 Executive Summary

Department Mandate

The mandate of the Police department is to act as a facilitator help secure a safe and just society,promote safety and reduce disorders, reduce crime and the fear of crime and contribute todelivery of justice in the State. This includes maintaining the Law and order, community policing,prevention of crimes, investigation of crimes, prosecution of criminals, supporting theprosecution of criminals, collection of intelligence, traffic regulation, railway policing andprotection of V/VIPs and vital installations. For administrative purposes, the state is divided into14 revenue district, three police districts and a Kerala Railway Police district, each one of themheaded by an officer of the rank of Superintendent of Police. The districts are further divided intosub-divisions headed by Deputy Superintendents of Police, and circles headed by CircleInspectors of Police. All of them, in turn, supervise the functioning of the police stations whichare the direct interface of the department with the public.

The department has vital divisions supporting the above functions viz. crime branch, special

branch, narcotic cell, women police cell, control room, alert services (road and rail), crimerecords bureau, armed police battalion, police training college and police academy.

Imperatives for introduction of e-Gov initiatives

The prevalence of law and order is very vital towards the development of any region and it isconsidered as main stay in the growth of the state. Therefore, it is imperative that law and ordershould be extended due preference in every facet of development. Hence IT can help in

o in connecting the service users and extending prompt and timely service to themo in bringing transparency in all the departmental actionso in obtaining necessary information intelligence for effective implementation of law and

order (accuracy, timeliness)

e-Gov Logic Map for the department

There has been attempt in the department to computerization, introduce ICT intervention indissemination of the departments initiatives. But the same is not complete and could not achievethe desired outcome. The department is all willing to attempt the same along with morefunctionalities which would help them to position themselves and contribute to nation building.

The proposed systems can be taken up in twenty four months from the plan horizon. Thedepartments e-gov logic map emphasizes the following:

7/29/2019 DR Police 1[1].5.pdf

4/70

o Most of the application architecture suggested are centralized in nature in view variety offactors like integrity of data, shared access, security, reduced data redundancy,

reliability/availability of stored information, consistency of data, maintenance,upgradeability and ease of audit.o The hardware and connectivity up to the door step of the department and departmental

offices will be effectively utilized from Kerala State Wide Area Network (KSWAN) andthe proposed Network Operating Centres (NOCs) will service the departments. Similarly,the common data centre facility proposed by the state will be effectively used for hostingapplications.

o The public connectivity is being increased by the Akshaya set up and Common ServiceCentres and internet kiosks.

o An e-Governance structure to handle department level interventions and co-ordinate withstate wide interventions has also been suggested that duplication of efforts acrossdepartments is avoided in line with the e-governance apex level structure at the state

o A suggested approach for change management and e-training for department officials todeliver responsive services along with the investment in hardware/software assetcreation.

Major e-Gov projects identified for this phase of funding

The major e-Governance projects identified are the following:

o Roll out of district portals in Kerala Police web site (Incl. KRP)o DPO and PS Management Systemo Complaint registration and trackingo Application for CB CID & SB CIDo Application for Photography & Telecommunicationso Application for SCRBo Emergency and Disaster Managemento Battalion windowo Application for FSL and FPBo Application for PTC and KEPA

Critical Success FactorsThe critical success factors which will have a bearing on the initiative are:

o Will of the Governing institutions to bring out transformation in public service deliveryo Employee buy-in/absorption of new ways of transacting serviceso Effectiveness of e training initiatives in re tooling and reskilling if required

7/29/2019 DR Police 1[1].5.pdf

5/70

Extend of Funding Requested for

Cost estimation for pilot implementation is expected to be around Rs 5958.40 Lakhs.Cost ofrollout is expected to be Rs.18097.09 lakhs. A sum of Rs. 35366.71 lakhs has to be additionallyprovided for maintenance of hardware, Software and Networking for three Years

7/29/2019 DR Police 1[1].5.pdf

6/70

Table of ContentsExecutive Summary......................................................................................21 Executive Summary........................................................................31.1 Department Mandate...................................................................................................... 31.2 Imperatives for introduction of e-Gov initiatives........................................................... 31.3 e-Gov Logic Map for the department............................................................................. 31.4 Major e-Gov projects identified for this phase of funding............................................. 41.5 Critical Success Factors................................................................................................. 41.6 Extend of Funding Requested for .................................................................................. 5

e-Gov - Macro View......................................................................................72 Department e-Gov Priorities..........................................................82.1 Department Mandate and Scope of services.................................................................. 82.2 Commentary on e-readiness of the department............................................................ 142.3 e-Gov Logic Map for the department........................................................................... 202.4 Alignment with state e-Governance priorities............................................................. 242.5 Approach to build consensus on departmental e-governance priorities....................... 242.6 Criterion for prioritizing projects for immediate plan.................................................. 242.7 Major projects identified for the first phase are........................................................... 25

3 Common Info structure for the department ..............................253.1 Solution Architecture................................................................................................... 253.2 Application Architecture.............................................................................................. 263.3 Software....................................................................................................................... 293.4 Hardware...................................................................................................................... 303.5 Network Connectivity.................................................................................................. 323.6 Alignment to state e-Gov info structure....................................................................... 33

4 Substantiation of Technology interventions...............................354.1 Fulfillment of Functional Requirements...................................................................... 354.2 Compliance to open standards..................................................................................... 354.3 Compliance to localization standards........................................................................... 364.4 Security........................................................................................................................ 364.5 Performance................................................................................................................. 394.6 Scalability ....................................................................................................................40

5 e-Governance Structure...............................................................405.1 e-Governance Structure................................................................................................ 40

5.2 Major Entities and expected roles................................................................................ 415.3 Staffing of the cells and task forces............................................................................. 465.4 Suggested Change Management Programme............................................................... 465.5 Policy Support and Process Reengineering.................................................................. 495.6 Awareness amongst service users for better Governance............................................ 495.7 e-Training..................................................................................................................... 515 8 ProgrammeImplementationandMonitoring 53

7/29/2019 DR Police 1[1].5.pdf

7/70

e-Gov - Macro View

7/29/2019 DR Police 1[1].5.pdf

8/70

2 Department e-Gov Priorities

Department Mandate and Scope of services

2.1.1 The Police DepartmentKerala Police is the law enforcement agency for the state. The motto of the force is Mridhubhave dhrida krithye which means "Soft in Temperament, Firm in Action" in Sanskrit .

Kerala Police is approximately 42,149 strong police force and serves a population of over 31.8million residing in five cities, 53 municipal towns, and 1452 villages spread over an area of38,863 square kilometers with an average population density of 819 per square kilometer. Of this,about 8.2 million people live in urban areas and 23.6 million live in rural areas. They investigateabout 175,000 cases per year.

The Kerala Police has a general executive branch police wing, which mans the police stations invarious towns and cities. There is a Crime Branch wing, which basically deals with sensational

crimes or crimes which span across discricts. The Special Branch wing is the intelligence wing ofthe state police to deal with terrorism and anti-national activities. These two branches do notgenerally have uniform clothing. The Highway Police squads are manned by the generalexecutive branch, with police men being taken on a shift basis from the police stations close tothe highways.

The major functions of the department are:

o help secure a safe and just societyo promote safety and reduce disorderso reduce crime and the fear of crimeo contribute to delivery of justice

2.1.2 Department StructureA Pictorial representation of the organization are furnished in the following pages.

2.1.3 Scope of ServicesPolicing in Kerala, as in other states of India, is organized along districts. For administrativepurposes, the state is divided into 14 revenue and three police districts, each one of them headedby an officer of the rank of Superintendent of Police. The districts are further divided into sub-divisionsheadedbyDeputySuperintendentsofPolice andcirclesheadedbyCircle Inspectorsof

7/29/2019 DR Police 1[1].5.pdf

9/70

7/29/2019 DR Police 1[1].5.pdf

10/70

7/29/2019 DR Police 1[1].5.pdf

11/70

7/29/2019 DR Police 1[1].5.pdf

12/70

7/29/2019 DR Police 1[1].5.pdf

13/70

The department has vital divisions supporting the above functions viz. crime branch, specialbranch, narcotic cell, women police cell, control room, alert services (road and rail), crimerecords bureau, armed police battalion, police training college and police academy.

The functioning of the district police is supervised at various levels. For supervisory purposes,districts are organized into four ranges headed by Deputy Inspectors General of Police, and theranges into two zones headed by Inspectors General of Police. The DGP exercises finalsupervision over them through the Additional Director General of Police (Operations).

Kerala has 49 police sub-divisions, 190 circles, 433 regular police stations, 9 traffic policestations and 3 all-women police stations. In all, about 35492 persons including 2763 women ofvarious ranks comprise the police force for policing the districts.

The department provides various services to the beneficiaries and some of the key services are:

7/29/2019 DR Police 1[1].5.pdf

14/70

Along with the above mandated scope of services the department also has the followingresponsibilities directed towards them;

o passport verificationso awareness creation in the publico maintaining and managing the data base of crimes and criminalso miscellaneous responsibilities viz. coastal police, tourism police, dog squad, mounted

police etc.o traffic assistanceo emergency assistance

Commentary on e-readiness of the department

Readiness to introduce new technology/ e governance applicationsAvailability of technical resources tomanage new projects

60-70% of technical resources can manage newprojects, remaining 30-40% can be madeefficient through capacity building.

Preparedness of functional staff towards

new learning

50% of the existing functional staff are prepared

Leadership to pursue policy imperatives topush modernisation (business processchanges, amendments to accept newprocedures (E.g. e-documents)

Leadership 100% willing, but leadership likelyto change on governments discretion. ( due totransfers, promotions)

Acceptability of responsibility of employeesto participate in new projects

50% of the functional staff can take upresponsibility, remaining 50% can be madethrough training programs

Any examples of citizen participationinitiatives to improve service delivery

Traffic awareness programs Maithri

Role clarity in the department in conductingprocesses

Currently the clarity in conducting processes is30-50%,role clarity can be improved by creatingawareness

Number of officers in each level in the departmentLevel NumberSenior level (up to SP) 1000

Middle level (up to Circle Inspector) 2500Working level (below Sub Inspector andleave out Class IV employees)

36000

Computer literacyExposure to computersL l R ti ( 1t 10 l )

7/29/2019 DR Police 1[1].5.pdf

15/70

Type of computer knowledge exposed toLevel DescriptionSenior level (up to SP) Basic level knowledge including internet accessMiddle level (up to Circle Inspector) Basic level knowledge including internet accessWorking level (below Sub Inspector andleave out Class IV employees)

Basic level knowledge including internet access

Hardware and ConnectivityHardware

Type Specification Number Location

Servers IBM server X series 200 PIII, IBM Netfinity PII 3500series server

25 Across 14 Districts

PCs IBM Net vista P III , IBMNet vista P IV, KeltronMake PC P4

2000 Across 14 districtswith a minimum of5 for each district.

Laptops IBM ThinkPad 75 IPS Officers

PrintersHeavy Duty HP Laserjet 20 -Light Duty HP Laserjet 500 Across 14 Districts

and 1 in DICoffice, Trivandrum

Scanners UMAX and HP 300 Across 14 districts& Trivandrum

Current usage of Hardware (Describe to what use the hardware is put to) Printing,Networking, scanning etc:Current usage of hardware is limited to HQ and district offices only. The AMC of the hardwareis a major challenge faced by the department. However, of the working system all of them areput in full possible utilisation.

Over all rating of Hardware (on a scale of 1 to 10): 7

Connectivity

Type Specification Entities connectedLAN Operational 10 Approx in all police districtsWAN Operational NilInternet connectivity Broad Band Available in 17 district officesCurrent usage of Networks (Describe to what use the Network is put to)

7/29/2019 DR Police 1[1].5.pdf

16/70

Application software

Title Common Integrated Police ApplicationDeveloped by National Crime Records BureauBrief functionality Undertaking all functionality with respect to crime

and criminal investigation in police right from FIRto charge

Whether pilot or full scaleimplementation

Pilot

Type of application (G2C,G2B,G2G) G2G

Number of users 1000

Title Crime Criminal Investigation SystemDeveloped by National Crimes Record Bureau, New DelhiBrief functionality Installed in 1996 includes functions starting from

FIR to court proceedingsWhether pilot or full scaleimplementation

Part implementation

Type of application (G2C,G2B,G2G) G2GNumber of users 300 in the state

Title Motor Vehicle Theft Co-ordination SystemDeveloped by National Crimes Record Bureau, New DelhiBrief functionality Part of a national data base to track theft vehicles.

Has a database of 80, 000 entriesWhether pilot/full scale implementation Part implementation

Type of application (G2C,G2B,G2G) G2G, G2CNumber of users 500 in the state

Title ThalashDeveloped by National Crimes Record Bureau, New DelhiBrief functionality For tracking missing, kidnapped, distressed. Data

entry started in 2007Whether pilot/full scale implementation Part implementation

Type of application (G2C,G2B,G2G) G2G, G2CNumber of users 1000 in the state

Title Portrait Building ApplicationDeveloped by National Crimes Record Bureau, New DelhiBrief functionality For developing the portrait of people with clues

frompeopleofthecrimescene(2000)

7/29/2019 DR Police 1[1].5.pdf

17/70

Title Modus Operandy Criminal Information SystemDeveloped by National Crimes Record Bureau, New DelhiBrief functionality Installed in 1998 includes of data base of modus

operandy criminal and their where abouts.Whether pilot/full scale implementation Part implementation


Title Road accident information systemDeveloped by National Crimes Record Bureau, New Delhi

Brief functionality A system which records cases in 14 parameters viz.type of accident, type of vehicle, type of road etc.Generates monthly reports.

Whether pilot/full scale implementation Part implementationType of application (G2C,G2B,G2G) G2GNumber of users 400 in the state

Title GeoKAMS

Developed by IBS, TrivandrumBrief functionality Developed for road safety project (PWD) 2007Whether pilot/full scale implementation Part implementation


Title Pay roll systemDeveloped by Police Computer Centre

Brief functionality The software was developed for replacing theformer package on employee pay roll developed inDOS in 1997. Currently being used in SCRSb,CBCID (HQ), Railway and DPOs.

Whether pilot/full scale implementation Full scale implementationType of application (G2C,G2B,G2G) G2GNumber of users 500

Title Personal Information SystemDeveloped by Police Computer CentreBrief functionality A system intended to capture personal details of

officers and men in police stations includingpostings, previous postings, rewards, recognitions,punishment rolls etc.

Whetherpilot/full scaleimplementation Not implemented

7/29/2019 DR Police 1[1].5.pdf

18/70

Title Crime Monitoring Cell (CMR) at SCRBDeveloped by Police Computer CentreBrief functionality A system to report grave crimes from different

Police Stations on a daily basis throughCoB/Thapal. Can generate daily/monthly analysisand reports.

Whether pilot/full scale implementation ImplementedType of application (G2C,G2B,G2G) G2GNumber of users 1000

Title Arrested Persons Information System (APIS)Developed by Police Computer CentreBrief functionality The data base of arrested persons in nay part of the

state with date, time name, address, warrant issued,preventive etc details are entered.

Whether pilot/full scale implementation Not implementedType of application (G2C,G2B,G2G) G2GNumber of users Nil

Title Crime Proceeding s soft ware for District SP/CPDeveloped by Police Computer CentreBrief functionality Developed as a tool by SP/CP for preparation of

their monthly crime proceedings at district level.Can be used to generate monthly reports.

Whether pilot/full scale implementation Partly implementedType of application (G2C,G2B,G2G) G2G

Number of users Nil

Title Software for CBCID UnitsDeveloped by Police Computer Centre / Kran SystemsBrief functionality PCC developed a prototype on crime management.

A monitoring and query system. The prototype wasextended to the private company for development.


Title Soft ware for vigilance and Anti-corruption BureauDeveloped by Police Computer CentreBrief functionality Software caters to entry details and query about

vigilance enquiry/case surprise checks suspended

7/29/2019 DR Police 1[1].5.pdf

19/70

Title Black list and passport verificationDeveloped by Police Computer CentreBrief functionality To verify passport application with black list issued

by Govt. of India and other lists to which passportcannot be issued. Installed in SBCID HQRS,

Trivandrum.Whether pilot/full scale implementation Not implemented

Type of application (G2C,G2B,G2G) G2GNumber of users Nil

Title Vehicle tracking system at SabarimalaDeveloped by Police Computer CentreBrief functionality Software to record and search vehicles parked in

various parking places ai and around 20 Kms inSavbarimala area.


Title Arrack Check for CBCIDDeveloped by Police Computer CentreBrief functionality Enable to store the details of the accused, vehicle

used by offenders o various cases f arrack checkinin the CBCID wing. Can generate periodic reportsfor easy monitoring by senior officials.

Whether pilot/full scale implementation Not implemented

Type of application (G2C,G2B,G2G) G2GNumber of users Nil

Title Police Station SoftwareDeveloped by Police Computer CentreBrief functionality PS record management software is developed as a

prototype incorporating the works of police stations.Expected to reduce the repetitive and redundantworks. Included crime/Man and Administration

management. It does not integrate with CCIS ofNCRB

Whether pilot/full scale implementation Partially implemented / Currently not usedType of application (G2C,G2B,G2G) G2GNumber of users Nil

7/29/2019 DR Police 1[1].5.pdf

20/70

Title Software for CIB wing of SCRBDeveloped by Police Computer CentreBrief functionality Developed to capture statistics on crime reported

under various heads of crime, disposal detail,pendency details, under investigations etc. receivedfro SCRB. Can be used to generate statisticalreports.

Whether pilot/full scale implementation Partially implementedType of application (G2C,G2B,G2G) G2GNumber of users Nil

Title SCH PIV for police station registerDeveloped by Police Computer CentreBrief functionality Developed based on SCH PIV register maintained at

police station. Through this control room isequipped with information of all telephonesubscribers of the city and suburbs, hospital details,criminal particulars, communal organizations etc

Whether pilot/full scale implementation Partially implementedType of application (G2C,G2B,G2G) G2GNumber of users 50

Software platformOperating System Windows 98/XPData base Oracle/ Microsoft AccessApplication software For the Above cited schemes

Architecture (C/S, Web Based) Client ServerWhen installed 2003-2004Current status (Not used, Partially used,Completely used)

Partially used

Satisfaction level (on a scale of 1 to 4) 2Plans for Roll out, Expansion Plans for expansion in networking, security, up

gradation of existing hardware and softwareRemarks on improvement infunctionality, user friendliness,

accessibility

Urgent need on improvements in existingfunctionality, user friendliness, accessibility

e-Gov Logic Map for the department

2.1.4 Department Functions

7/29/2019 DR Police 1[1].5.pdf

21/70

PROTECTI

ON

REGUL

ATOR

Y

WEL

FARE

SUPPO

R

Police response toemergencies

Police response toinformation oncognizable crimes;

Prevention of crimesand

investi ationof crime

Collecting advanceintelligenceinformation

Keeping the law and order ofthe region

Police response to public

grievances

Conduct of police to

public with courtesy

Management of PoliceBattalions

Social justice

Integrity andimpartiality

o maintenance of law and order;o police response to public grievances;o conduct of police towards public with courtesy;o prevention of crimes;o police response to information on cognizable crimes;o investigation of crimes and prosecution of crimes;o traffic management;o police response to emergencies, disasters and natural calamities;o collecting advance intelligence on potential law and order incidence including

communal tension.

o providing security to V/VIPs and vital installationsThe functions of the department can be schematically represented as shown below.

7/29/2019 DR Police 1[1].5.pdf

22/70

2.1.6 e-Gov interventions PlanningA schematic representation of e-Gov interventions planning is furnished in the following page.

217 E G i t ti li

Info structure (Hard Ware, Connectivity)

Capacity Building

Awareness Creation

(Police District wise) Police Portal in Kerala Police web site

Extension of DPOcomputerisation to

PS level

Complaintregistration and

tracking

Court CaseMonitoring

Institution ManagementInitiatives (Eg. PTC,

KPA)Computerization of

Miscellaneouspromotional

services (trainingprogram, awareness

creation etc)

Application Stack

Applications for caseinvestigation (Artificialintelligence, check lists)

Application forBattalion

PHASE 1 PHASE 2 PHASE 3

Computerization ofAll other related

services(Prisoners, probation

Services)

e-administration ofprivate funds

Applications forFSL / FPB

Peripheral Services -Schools etc under the

battalions etc

7/29/2019 DR Police 1[1].5.pdf

23/70

Key Feature Phase 1 Phase 2 Phase 3Time Period First Eighteen Months Second Eighteen

Months

Third Twelve Months

Application Stack As depicted in the above FigureInformation Portal Window to all

applications in applicationstack plus staticinformation on acts,policies, departmentactivities, structure

Window to allapplications inapplication stack,GIS/GPS Linkedservices

Windows to allapplications inapplication stackCommunity portals,knowledge sharing,

Information

Intelligence

Dynamic reporting with

respect to applicationsunder the stack

Dynamic reporting

with respect toapplications under thestack, GIS relatedinformation reporting

Integral information

reporting of alldepartmental activitiesand services

Capacity Building Creation of e-Governancestructure

Training employeesinvolved in functionalapplications

Full scale functioningof e-GovernancestructureCapacity building forall employees

Capacity building for allemployees, alliedstakeholders

Awareness Creation Creation of awareness toall employees and targetbeneficiaries serviced byapplication stack

Creation of awarenessto all employees,secondarystakeholders andtarget beneficiariesserviced byapplication stack

Creation of awareness toall employees,secondary stakeholdersand target beneficiariesserviced by applicationstack

Hardware System availability to alltransaction/view users ofapplications in theapplication stack

System availability toall transaction/viewusers of applicationsin the applicationstack

System availability to alltransaction/view usersof applications in theapplication stack

Connectivity Use of KSWAN up toblocks

Use of KSWN up toPolice stations

Use of KSWAN up toPolice Stations

Stakeholders addressed General public,Department staff

Entire public of thestate

Entire public of the state

Main servicesaddressed

law and order;public grievances;prevention of crimes;police response to ncognizable crimes;investigation andprosecution of crimes;traffic management;emergencies disasters

GIS MappingGPRS communicationDisaster management

All possible newtechnology forpolicing

promotionalprogrammes,community involvement

7/29/2019 DR Police 1[1].5.pdf

24/70

Alignment with state e-Governance priorities

In implementing its e-Governance projects, Police department desires to pursue the followingpriorities:

o To provide easy and alternate access to the service users in interacting with thedepartment

o To reduce the response time of the department to the service users by automating itsworkflows for approvals and sanctions

o To empower the service users with required information on various activities of thedepartment and the various assistances available for different categories of beneficiaries

o To provide accurate and reliable status information on all the requests made by thebeneficiaries

o To provide accurate and reliable information on the various schemesApproach to build consensus on departmental e-governancepriorities

The key senior officials of the department who have sufficient knowledge of the domain and thefunctioning of the department were involved in a participative workshop to identify and prioritizethe proposed e governance projects.

In order to take advantage of the rich experience of each of the participants, a consensusmethodology was adopted as the underlying tool in the workshop. This methodology ensured thatall the participants are given an equal opportunity to express their opinions based on theirexperience. After the initial enumeration of the projects by all the participants, each of theseprojects was debated for its relevance and its alignment to departments objective.

In the second phase of the workshop, the participants prioritized the e governance projects whichshall be pursued in the next three years by the department.

This consensus approach ensured:

o Identifying the e governance intervention by thinking through the functions of thedepartment and the citizen touch points with the department

o Providing a holistic debate of the e governance initiative including the infostructureo Enumeration of list of priority projectso Debate on the merits of each of the enumerated projecto Prioritizing based on its alignment to the need and objective of the department

Criterion forprioritizingprojects for immediateplan

7/29/2019 DR Police 1[1].5.pdf

25/70

Major projects identified for the first phase are

The major e-Governance projects identified are the following:

o Roll out of district portals in Kerala Police web site (Incl. KRP)o DPO and PS Management Systemo Complaint registration and trackingo Application for CB CID & SB CIDo Application for Photography & Telecommunicationso Application for SCRBo Emergency and Disaster Managemento Battalion windowo Application for FSL and FPBo Application for PTC and KEPA

Each project identified is detailed separately in Annexure 1-10.

3Common Info structure for the department

The info structure detailing is arrived at keeping in view the requirements necessary for theproposed applications for a period of 3 to 5 years based on the technical and applicationarchitecture. This will include the following - software, hardware and networking components.Except for costs on last mile connectivity to desk tops of users most of the network connectivitywill be handled by the common info structure.

Solution ArchitectureThe various applications identified for implementation in the Police department has the followingkey features which make it unique for a real time online system. These features are as follows:

o The users are spread across the stateo The information exchanges between various entities are of very dynamic nature that the

database has to be updated online real-timeo The end users have to be provided a window for information exchangeo The accessibility of the beneficiaries to the information portal has been identified through

Common Service Centres (CSC) and AKSHAYA centres

The features mentioned above warrants a solution architecture which should a web based realtime system. Hence the proposed solution architecture is as follows:

Thesolution is proposed to bea web based three-tier architecture Rather than someexceptions

7/29/2019 DR Police 1[1].5.pdf

26/70

Akshaya centers or any other citizen touch points. The network will be accessed by all theGovernment entities up to taluk level through the KSWAN.

The basic architecture is pictorially represented above:

The basic components of the architecture are as follows:

Central Servers: Web Server, Application server and database server will be hosted at Datacenter. Web based UI will be provided to the end user and transaction processing will be online.

PC:The public may access the central application through the PCs using the internet (through the

CSC or AKSHAYA). The official users (departmental officers) may access the applicationthrough the PC intranet connectivity though a broadband facility.

This architecture is defined taking into account the States Network and Hardware infrastructure.The Police entities (The PHQ, SP Offices, Police Stations etc.) would be connected to the CentralData Server through a 2 Mbps State Wide Area Network Back bone. It is proposed that theyconnect to the application server through a dial up / leased line for some time till the SWAN isextended to their level. The beneficiaries / public also may view the information portal throughthe dial up / leased line facility or CSC / AKSHAYA centers. This is made possible by providing

an Internet portal.

Data CenterData Center

Police HQ

17 Police

Districts FIREWALL

FIREW

ALL

State

level

Dist.

levelWebPort

IntranetPort

FIREWALL

FIREWALL

KSWAN 2 Mbps

INTRANET VIEW

Public

Police

StationsTaluklevelRemoteUsers

7/29/2019 DR Police 1[1].5.pdf

27/70

In line with the proposed solution architecture and to meet the requirements of the Department ofPolice, it is advisable to go in for three-tier web based architecture. This architecture is definedfor the Police department because of the following reasons:

o Separation of presentation from function: It is found that government business rules arevery dynamic. This would result in the up gradation of the functional engine of theapplications. But the end users shall not be affected by these changes being implementedin the software. Therefore the separation of presentation layer from function is alwaysdesirable. Moreover, this provides the flexibility like today the application can beaccessed through any desirable media like PC servers, PDAs, Mobile phones etc.

o Ability to optimize each tier in isolation for scaling and performance: Since thegovernment processes are prone to frequent changes, many of the components of thesoftware may have to be upgraded / changed over a period of time because of thechanging business needs. Therefore, the 3-tier provides for scalability and flexibility forchanging the software components in each tier without affecting the other components ofthe tiers.

o Parallel development: The large scale government applications require lot of man monthefforts for development. The 3-tier architecture helps parallel development possiblethereby reducing the time for the total solution building

o Reuse of functional modules: The 3-tier enables object oriented programming, therebyenhancing the reusability of certain modules for other applications, thereby reducing thecost and time

o Ability to select the appropriate platform for each task: This architecture also helps inselecting suitable and compatible platforms for each tier thereby enhancing the principlesof open and interoperable standards for the application.

o Connectivity between tiers can be dynamically changed depending upon the user'srequest for data and services.

o Logical layers offer easier maintenance and shorter development cycleso

Security is a case where 3-tier can be beneficial. By putting the Data Access layer onto itsown application server tier we isolate all code that interacts with the database onto acentral machine (or server farm). More importantly, only that application server needs tohave the database connection string or the authentication token needed to access thedatabase server.

The basic components of this architecture would be

Data tier: This basically comprises of the database management systems. Large scale businessapplications require the separate database tier (E.g.: SQL Server, Access, Oracle, MySql, plaintext (or binary) files) which helps if faster retrieval of data, scalability etc. The data tier providesdatabase management functionality and is dedicated to data and file services that can beoptimized without using any proprietary database management system languages. This layer isonly intended to deal with the storage and retrieval of information. The data managementcomponentensures that thedata isconsistent throughout thedistributedenvironmentthroughthe

7/29/2019 DR Police 1[1].5.pdf

28/70

Middle Logical tier/layers: consisting of web server, and business logic layer would basicallytake into account the business rules and objects. The middle tier provides process managementservices (such as process development, process enactment, process monitoring, and process

resourcing) that are shared by multiple applications. The middle tier server (also referred to as theapplication server) improves performance, flexibility, maintainability, reusability, and scalabilityby centralizing process logic. Centralized process logic makes administration and changemanagement easier by localizing system functionality so that changes must only be written onceand placed on the middle tier server to be available throughout the systems. Normally itcomprises of two tiers/layers viz Data Access Tier and Business Tier.

Data Access Tier: Data Access layer is entirely responsible for all interaction with the

database. This means it opens and closes all database connections.This Data Layer,obviously, contains no data business rules or data manipulation/transformation logic. It ismerely a reusable interface to the database.Business Tier: This is basically where the brains of your application reside; it containsthings like the business rules, data manipulation, etc.

Presentation Tier: This is the layer that provides an interface for the end user into yourapplication. That is, it works with the results/output of the Business Tier to handle thetransformation into something usable and readable by the end user.

7/29/2019 DR Police 1[1].5.pdf

29/70

A comparison of the proposed solutions in the proprietary software and FOSS are provided belowfor guiding the government on appropriate solutions:

Criteria Proprietary FOSSTechnology (E.g.) Java/Lotus notes etc LAMPArchitecture Multi tier Scalable to Multi tier

User InterfaceBrowser based/ Proprietaryclient Any browsers

Criteria Proprietary FOSSScalability Low to high Medium

Flexibility Low to High Medium

Investment Outlay

Depends on the type ofproprietary database beingused

Restricted to business applicationdevelopment cost

Recurring cost

Depends on the type ofproprietary database beingused

Restricted to business applicationmaintenance costs

Software

User-friendly, scalable, reliable, maintainable, open and interoperable system software should beselected for the purpose of developing the applications. This section will provide the options forvarious system software components and its comparisons.

Operating System:

Various OS are available, both proprietary and FOSS. Some of them are WINDOWS NT /Server, Unix, Machintosh etc come under the proprietary OS and Linux, BSD etc. come under theFOSS OS. The suitable choice of the OS depends of various parameters like reliability, security,file system management, support for various device drivers, development environments provided,support, hardware dependency and Total cost of ownership.

Data base:

Various database options are available in the market both in proprietary and FOSS platform.

Some of the robust proprietary databases are Oracle, SQL server, DB2 etc. Similar products in theFOSS line are MySQL, Postgre SQL etc. The factors that determine a suitable database are thefollowing: Fundamental features like supporting Acid, Referential Integrity, Transactions,Unicode, tables and views, supporting OS, scalability, reliability etc.

Webservers:

7/29/2019 DR Police 1[1].5.pdf

30/70

Parameters LAMP stack J 2EE / Proprietary Data BaseLicensing Open source for the system

software but not for

business applications

Proprietary

Acquisition cost(budget)

Minimal or nil for systemsoftware

Based on user license metric

Level of support The source code isaccessible and the developercan derive the latestdevelopments

Provided the latest updates on paying atechnical support fee

Parameters LAMP stack J 2EE / Proprietary Data Base

Scalability and Lifecycle cost

- do- Provided the latest updates on paying atechnical support fee

User base Any number since nolicense

Number of users limited based onlicense metric used

Development ease Medium Medium to highPortability Medium Requires configuration with respect to

the server configurationSkill base Up coming Established Pool available

A choice of the proper solution architecture is dependent on several other commercial andlicensing factors. These are

o Budgeto Scalability requirementso Functions and featureso Level of support requiredo User base

Hardware

The hardware selection is based on the following:

o Processing capacity of the selected hardware systemo Throughput, i.e. the number of transactions per second that can be processed by the

hardwareo Optimum data traffic networko Scope for future expandability / scalabilityo Number of concurrent user

The up time is assumed to be 99.999%. Based on the above, a Database server and an applicationserver with a back up for both is recommended The features for the proposed server are the

7/29/2019 DR Police 1[1].5.pdf

31/70

This is arrived at by consolidating the memory requirements for the following processes: Memoryfor online users, handling multiple processes, OS and related system process, Networkingprocesses and Daemon processes. The recommended memory size is 2 GB expandable 36 GB

Server Disk space:

This is arrived at by consolidating all the space requirements of the database, file managementsystem to be adopted, estimated transactions, data retention period, and expected growth rate ofthe users and data. The recommended size is 292 GB for a period of three years.

A tentative server specification is provided below for this project:

Sl No Item Requirement

1 Processor64-bit architecture dualcore

2 Speed minimum 3 GHz3 No. of processors 2

4 Motherboard and Chip setCompatible and Intelcertified

5 Cache memory

Minimum 2MB L2 cache

per processor

Sl No Item Requirement

6 Controller SAS7 Memory 2 GB expandable to 32 GB8 RAM Type PC2-5300 DDR2 FDDCL49 Hard disk 2*146 GB to 6*146 GB

10 Ethernet Interface10/100/1000 dual portedEthernet

11 Ports

Standard - @ serial, 2USB, I parallel, Wide ultraSCSI port VGA controller

12 Monitor Standard13 Keyboard Standard14 Mouse Standard15 CD Rom DVD R/W16 Cabinet Tower model

17 DAT drive 40 GB external DAT

18 Server Management

Server Managementsoftware, Integrated remotemanagement /monitoringcontroller

19 OS Windows/UNIX/LINUX

7/29/2019 DR Police 1[1].5.pdf

32/70

intranet portal over the 2 Mbps KSWAN back bone. The client machines need be only PCs as theapplication can be accessed through a web based browser. The criteria for the selection are asfollows:

Client processor: The client processor should be chosen based on the number of functionsaccessed, the client interfaces and the ability to support high end GUI features of the application.

Client OS: The OS should be proven, support the main applications, and should be cost effectiveas the numbers of machines are huge.

Therefore the minimum requirements for the client machines are as follows:

PCs with Pentium IV or above with 512 MB or above RAM, 40 GB hard disk and any bundledOS ( Windows / Linux) and the standard web browsers.

3.1.3 PeripheralsPrinters: Adequate printing capacity has to be provided at all the offices at the various levels ofpolice department. A high speed laser jet printer configured for LAN has to be installed at alloffices at the state and all district levels. Similarly, Dot matrix and colour jet printers have to beprovided in adequate numbers at all offices till the block level.

UPS: Adequate UPS has to be provided at all offices for the minimum back time of 8 hours withgenerator back up facility.

Scanners: A high end scanner is recommended at the State office and Low end scanners at allother offices.

Network Connectivity

It is proposed that all the servers be located physically at a central location. This will reduce thecost of LAN and also ease of controlling the software and hardware. The application has to beaccessed through a 2 Mbps WAN by all the government entities whereas; the same applicationmay be accessed by the public through an internet portal. It is recommended that all the offices ofthe Police department up-to Police stations may be brought under the 2 Mbps dedicatedconnectivity.

The network architecture at each of the office at the various levels is broadly defined below.

7/29/2019 DR Police 1[1].5.pdf

33/70

2 Mbps KSWAN

System 1System n

System 2 System 3 System 4 Scanner Printer

CAT 6

Cable

10/100/1000

n port

switch

CAT 5

cable

2 Mbps KSWAN2 Mbps KSWAN

System 1System n

System 2 System 3 System 4 Scanner Printer

CAT 6

Cable

10/100/1000

n port

switch

CAT 5

cable

It is assumed that a 2Mbps KSWAN would be coming up to the block level with a NetworkOperating Centre (NOC). This NOC would be equipped with all the necessary hardware andsoftware for the network installation. The office at the LAN would be directly connected to theKSWAN using a 10/100/1000 switch.

Alignment to state e-Gov info structure

3.1.4 e-Gov Data Center FacilityThe application will be hosted in the central server compartmentalized for departments in the datacenter facility. This approach in using a common facility

o will reduce the maintenance of the applications and other software.o will give an edge in negotiating user licenses for system software used in building

application architecture.o

will enable suitable provision of physical and logical security to the software applicationso will enhance the uptime of the applications and services.The center will offer the following services in conjunction with information services cell

o will function as the pivot for all centralized architected e-Governance applications fori d t t

7/29/2019 DR Police 1[1].5.pdf

34/70

o will co-ordinate with the performance of the common state wide infrastructure such asKSWAN, Akshaya

o will co-ordinate with external service providers of IT services with respect to centralizeddata center applications

o will manage system administration and user accountso will maintain the disaster recovery sites for all IT applications including Data centero will maintain audit trail , user logs of all departmentso will operate on Service Level Agreement (SLAs) with project teams on key performance

parameters like transaction speed, up time, 24 x 7 availability

To this effect, 5000 sq ft State E-Governance Data center has also been set up atThiruvananthapuram consisting of multiple servers, storage and backup facilities in a very highlysecured environment. The data centres in Kochi and Kozhikode not only ensure necessaryredundancy but also caters to the networking needs of various Government departments/agencieslocated across the state. Departments can share/ co-locate servers at the data centre; servers canbe remotely managed from the departments. These facilities help in huge savings in capitalinvestment for individual departments. Wireless link has already been established between the SIIand major Government Offices in Thiruvananthapuram.

The requirements of servers in section 3.1.1 pertain to the requirements of the department needs

to be reflected while sizing the data centre server.

3.1.5 Kerala State Wide Area Network (KSWAN)Government of Kerala has already implemented a State Information Infrastructure (DIAMOND),with support from Government of India. As part of the project, a State Information Backbone hasbeen set up, which links Thiruvananthapuram (Co-bank Towers), Kochi (Infopark) andKozhikode (KINFRA Park). The free bandwidth (2 Mbps each) given by the private bandwidth

providers (Reliance, Bharti and Asianet), in return to the Rights-of-Way given to them has beenaggregated at the network centers.

7/29/2019 DR Police 1[1].5.pdf

35/70

3.1.6 Akshaya centres and other citizen touch pointsThe Akshaya centres state expected to be rolled out to 3000 centres (on an average three perPanchayat) will provide access to every needy citizen with in a radius of 5 kms. One of the keygoals of Akshaya is rolling out of Applications and services to the citizens including e-governance services. The Akshaya ICT access points are envisaged to provide various services tocitizens including single window information and dissemination, various e-governance services,e-education, telemedicine etc. The IT department will also introduce the concept of CSC foreasy access. The department is also introducing the services through FRIENDS centres.

3.1.7 Call CentreDepartment will also service queries on this application through the call centre set-up availablewith the Kerala State IT Mission (KSITM). The call centre is expected to function 24X7. The callcenter executives will be trained on the application softwares and they will post queries to thePolice department on citizen queries.

4 Substantiation of Technology interventionsFulfillment of Functional Requirements

The performance of the web based systems is of at most importance as the users are located atremote locations and connecting through a browser window. The speed of refreshing the data,web pages, uploads and download speed etc have to be considered for better performance. Aminimum performance standard has to be decided upon and further tuning of both the hardwareand software has to be undertaken for better performance.

Compliance to open standards

Usage of open standards by a government is very important. In this information age, agovernment will need to use IT solutions to ensure that it has adequate and reliable information toenable it to govern the country effectively. It is vital that these IT implementations are compliantwith standards that are open. In doing so, the government can ensure that its information systemswill not be locked in later by any single technology or product. It is also in the interests ofnational security that open standards are followed to guard against the possibility of over-reliance

on foreign technologies/products. Some of the standards are industry practices while others areopen standards. Therefore, the following minimum standard requirements are prescribed for thisinitiative.

Important open standardsDomain Standards

7/29/2019 DR Police 1[1].5.pdf

36/70

GUI Windows X Windows

Office Documents Open Document

Compliance to localization standards

The localization of the contents is very important for the success of the e-governance initiatives.The following points have to be taken care of in localization standards.

Unicode: This is being widely used in for developing multilingual softwares

Key board standards: INSCRIPT keyboard layout has been adopted in India, however Remington,Phonetic (Roman) are also in use, because of the availability of trained manpower on existingtypewriters. Major national and multi-national (Microsoft) vendors are providing INSCRIPT andother keyboard layouts depending on the user requirements.

Security

A secure Web application relies upon a secure infrastructure. Network consists of routers,

firewalls, and switches; host consists of operating system, operating system's runtime services,runtime components, virtual machine; and application consists of web server, container, scriptingengine and application binary.

Securing n/w components is responsibility of infrastructure management team, securing host andweb server is responsibility of web server admin and securing application is responsibility ofprogrammer.

4.1.1 Measures for security of web based applicationsThe following are some of the measures recommended for the security of the web basedapplications:

Authentication: Authentication mechanism devices a process of "introducing" and validating theuser to a web application and hence forms the first layer of defense for the web application. Therobustness of the authentication mechanism must be ensured for building a secure webapplication.

Authorization: If the restrictions on what authenticated users are allowed to do are not properlyenforced, attackers can exploit the flaws to access other user's accounts, view sensitive files, oruse unauthorized functions. Therefore, the authorization of user access must be clearly definedand built in the application

7/29/2019 DR Police 1[1].5.pdf

37/70

part of the request to cause the application to misbehave. Just having very strong input validationscan easily prevent many types of attacks.

Session Handling: Attackers that can compromise session cookies and other session relatedinformation can defeat authentication restrictions and assume other user's identities. Thereforeproper session handling mechanism should be in place

Encryption and Cryptography: Web applications frequently use cryptographic functions toprotect information and credentials. These functions and the code to integrate them are difficult todesign, and may result in a weak implementation.

Physical security: The computer running the web server should be kept physically secured in alocked area. Any backup storage media (tapes, removable disks, etc.) should be similarlyprotected.

4.1.2 Key Components of Security4.1.2.1 Application Security

o Each application will be categorized by the following set of attributeso Type of work (Application Development & Maintenance / Production support)o Availability commitments; i.e. how mission-critical is this application, which in turn will

drive the followingo Distribution of responsibilities between data center and implementation site teamso Dependence on communication facilitieso Disaster Recovery Strategy for application data (as applicable)

4.1.2.2 Affiliation and Standards

The keys to sound security are often considered to be: deployment of a sensible security riskanalysis approach, compliance with a recognized standard such as ISO27001, development ofcomprehensive information security policies and deployment of a detailed security audit program.

Introduction of industry best practices from ISO 27001 (Security Management) and ISO 20000(Service Management) in addition to ISO 9001:2000, CMMI and P-CMM in keeping with focuson infrastructure services management as one of the key contributors for the future will help to

maintain security standards. Integration of ISO 20000 will assure customers of consistent highmaturity practices across the enterprise in the field of maintenance, support and infrastructureservices management.

4.1.2.3 Security Audit / Review Environment and Application

7/29/2019 DR Police 1[1].5.pdf

38/70

should be conducted once in a quarter and the results of the audit should be shared with the usersand department.

4.1.2.4 Virus Protection

Two tiered approach towards protection from Virus is recommended

o Usage of two different anti-virus products ensures that in case any virus escapes any oneAntivirus, the other product will take care of that

o Dedicated Infrastructure Development team managing the Anti-virus definition serverso Daily update of antivirus definitionso

Desktop Antivirus clients and Server configured in classical push pull technologyo Daily Scheduled Scanso Patch management Process is very clearly defined and strictly followed and reviewedo Use of enterprise security manager softwares to check policy complianceo Use of patch management softwareso Separate testing environment before deploying patcheso Dedicated Infrastructure Team to test, Install and Review the patch management status

4.1.2.5 Business Continuity

An actionable Crisis Management Plan should be available and tested to address all businesscontinuity needs. It should be integrated with the Quality Management System ensuresdeployment across the organization. BS7799 guidelines address business continuity and disasterrecovery needs of applications with minimal downtime and complete disaster recovery withinagreed time frames through:

o Providing a sense of securityo Minimizing risk of delayso Guaranteeing the reliability of standby systemso Providing a standard for testing the plan.o Minimizing decision-making during a disaster

Introduction of a Business Continuity Framework (BCP) considering the crises in terms of threedimensions - nature of potential loss, impact of loss and the outage.

o Thenature of the losscould be Infrastructure, People and/or Network.o Theimpact of the losscould be High, Partial or Marginalo Theoutagecould be thesite, the city

4.1.2.6 Business Continuity Management

7/29/2019 DR Police 1[1].5.pdf

39/70

Conduct of a Business Impact Analysis to assess the risk assessment. From this analysis, a riskassessment profile is developed, which, combined with scenario planning, leads to the generationof the Business Continuity Plan.

o Approach to Business Continuity and Disaster Recoveryo Asset Identification & classificationo Risk Analysis and Managemento Identification of Emergency Response Mechanism & Recovery strategieso Design of Tests and Simulations

ImplementationFollowing a well defined organizational structure, required to ensure clear lines of authority,control and communication and also to create organizational conditions for effectiveimplementation.

Operational ManagementThis stage involves handling of any crisis situation based on its sound preparation, accuratecontact lists and a robust plan. For example, preparation of Hot sites - operationally-ready datacenters with the necessary hardware platforms for immediate availability upon notification of adisaster event. The hot site facilities parallel the facilities provided at the primary site. Also

identification of Cold sites in advance (in collaboration with the client) for mission criticalapplications may be considered. These are configured to serve as alternate sites in case of disasterfor business continuity purposes.

4.1.2.7 Redundancy and DR Sites

Redundancies are ensured through the following means: Alternate Sites may be identified withinthe city as the Disaster Recovery Site for the Main Site with the same Infrastructure of the mainsite so that, this site can be made operational within a period of 2 hours in case of Site Outage due

to reasons like Fire, Earth Quake, Floods are any other reason by which business continuity isaffected at the Main Site.

o Alternate Sites are also designated at other cities so that the DR Site can be madeoperational within a period of 24 hours.

o Communication Links from Alternate Service Providers are used as a proposition fornetwork redundancy

o Various available options are used for Data Communication like IPLC links, FrameRelay Links, ISDN, VPN etc so that we can fall back on any one when the other fails.

o The Electrical Power from the Electrical Board is supplemented by Diesel Generator Sets(DG) of equal capacity to take over in case of Power Outage from the Main Source.

o Uninterrupted Power Supply (UPS) is maintained for all the PCs, Servers and other ITInfrastructure Equipments so that there is no abnormal shutdown in case of changeover toDG Supply or in case of Power Outage of both Main Electrical Supply and the DG Sets.

o Useof MultipleAC Units tosupplementeachother incaseof failureof anyAC unit

7/29/2019 DR Police 1[1].5.pdf

40/70

minimum performance standard has to be decided upon and further tuning of both the hardwareand software has to be undertaken for better performance.

ScalabilitySince the government business is very dynamic, the scalability issues have to be given dueimportance. The system architecture defined for DIC (3-tier architecture) helps in scaling of thesystem horizontally, vertically and diagonally. Horizontal scaling is characterized by rapidapplication development, but simplified change management. Horizontal scaling can helporganisations achieve the right level of resilience. With vertical scaling, services are scaled withinthe system resources such as CPUs, memory, and storage can be incrementally added to theserver over time to increase scalability. Vertical scaling is characterized by slowly changing

applications and is often necessary for data-intensive services such as databases, video servers,mail stores, and directories.Diagonal scaling is a combination of horizontal and vertical scaling.

Each server in the group of horizontally scaled servers can be grown within the system, providingincreased flexibility.

5e-Governance Structuree-Governance Structure

A logical diagram of the e-Governance structure is presented below

7/29/2019 DR Police 1[1].5.pdf

41/70

Major Entities and expected rolesEntity Major Roles

State e-Gov Council o Steers the entire e-Governance programme of the state at thetop most political level

State ApexCommittee

o will review and plan for state wide e-Gov initiativeso will pursue the policy and process changes required for

success of e-Gov initiativeso will review departmental services rendered through e

StateA ex Committe

TechnicalSupportCell

Policy andProcessSu ort Cell

People SupportCell

ProgrammeImplementationMonitoring &Evaluation Cell

Information

TechnologyPlannin cell

InformationInfrastructureMana ement cell

InformationSecurityMana ement Cell

InformationQuality & TestingCell

Policy Support

Cell (PS)

Process Re-engineeringsupport Cell(PRS)

e-Training

Cell (eT)

ChangeManagementCell (CM)

e-GovData Center

Akshaya/CSC centre

Call Centre InfrastructureAll ied services cell

AwarenessCreationCell (AC)

Department LevelIT Committee

PeMT CounterPart Co-

ordination

PS PRSeTCM

AC

StateE-GovCouncil

SeMT

7/29/2019 DR Police 1[1].5.pdf

42/70

o will advise on change management issues to orientemployees and staff to new working methods, skill buildingamongst staff etc.

o will review the info-structure performance, provide policydirections on information security issueso will review the manpower constitution in each of the sub-

ordinate teamsSeMT o A dedicated capacity at the state to provide an overall

technological direction, standardization and consistencythrough programme management of e-Governanceinitiatives. It will comprise of smaller cells for variouspurposes

Technical SupportCell - Informationtechnology Planningcell

o will assess the need for technology upgrades, changesrequired

o will advise the departments and project teams on suitabletechnology options for functional applications

o will provide an overall e-Governance technology planningtaking into account the total departmental requirements

o will maintain e-library of all documentation relating tohardware, software, networking (a copy may be shared with

respective departments but master copy has to bemaintained at e-library)

o will issue procurement guidelines for IT applications,infrastructure

o will consolidate and procure every IT service requirementfrom various departments from process re-engineering toturn-key implementations

o will maintain the custody of intellectual property rights withrespect to Government

o will maintain the commercialagreements/documents/contracts with respect to serviceproviders

Technical SupportCell - InformationSecurity Cell

o will assess the security requirements for new applicationso will issue guidelines on handling security threatso will ensure proper deployment of security measures for

using applicationso will conduct periodical security auditso will provide inputs to e-training cell on training of users on

security issueso will provide guidelines on internet policy and downloads

etc.Technical SupportCell Information

o will establish quality standards for software, hardware andnetworkinginfrastructureonparwithindustrystandards

7/29/2019 DR Police 1[1].5.pdf

43/70

o will co-ordinate with the concerned department and thesoftware developers for undertaking acceptance testing

o will be responsible for the sign-off as a co-signatory to thedepartment

People Support Cell - ChangeManagement cell

o will co-ordinate with all project teams to understand theresistance to change

o will undertake suitable change management programmes foreffective e-Governance

o will identify change agents in departments to propel changeo will co-ordinate with eminent citizens/citizen forums to

create a demand for better service deliveryo will facilitate change management programmeso will project needs for policy changes for effective change

management programmeso will plan, measure effectiveness of change

People Support Cell - AwarenessCreation Cell

o will co-ordinate with departments to know the e-Governance functional applications for awareness creation

o will co-ordinate with Public Relations Department to createIEC material and to participate in melas , seminars etc tocreate awareness

o will co-ordinate with Non-Governmental Organizations,Kudumbasree and like minded organizations to createawareness

o will create awareness amongst the employees and serviceproviders of service delivery and importance of e-services

o will review the effectiveness of the awareness creationinitiatives

o will advise on policy matters on awareness creation on e-services

People Support Cell - e-Training cell

o will advise on the training road map for the employees andother service providers

o may provide inputs on the positional requirements withrespect to e-Governance resources

o will plan, implement, monitor and review the effectivenessof training programmes

o will plan for the training infrastructureo will chart a e-training calendar for pursuing capacity

building programmeso will assess e-training requirements based on co-ordination

from departmental task forceso will identify resource pool from the sub project service

teams, info-structure service teams and outside serviceproviders

7/29/2019 DR Police 1[1].5.pdf

44/70

o will undertake all activities pertaining to a large data centreoperations

o will operate on Service Level Agreement (SLAs) withserviced departmental sub project teams on key performanceparameters like transaction speed, up time, 24 x 7availability

Akshaya / CSC Cell o will plan and roll out Akshaya initiativeo will review the effectiveness of akshaya initiativeo will project the capacity building needs of akshaya operators

to the capacity building teamo will project the problems of akshaya operators for policy

level decisionsCall Center Cell o will plan and roll out call centres

o will review the effectiveness of call centerso will project the capacity building needs of call center

executives to the capacity building teamo will project the problems of interface with the department

level sub project teams on various e-service applicationsInfra structureservices cell

o will plan and monitor the execution of new infra-structurerequirements

o will be the custodian of all hardware/networking assets ofthe stateo will address the immediate needs of the infrastructure

problems of the departmentso will be the custodian of all IT infrastructure to be managed

in the stateo will advise on policy related matters on info structure viz.

hard ware, networking and connectivityo will review the performance of the common state wide

infrastructure such as KSWAN, Akshaya, Data Centreso will provide technical inputs on infra-structureo will co-ordinate with external service providers of IT

serviceso will manage system administration and user accountso will maintain the disaster recovery sites for all IT

applications including Data centero will maintain audit trail , user logs of all departments

Policy Support Cell o will pursue the policy changes with the Governmentdepartments on priority to support new IT applications andquick service delivery

o will maintain logs of policy changes and relevantGovernment orders

o will share thedocumentationwithe library

7/29/2019 DR Police 1[1].5.pdf

45/70

o will solicit all process change requirements for introductionof e-Governance based applications

o will share the documentation with e-libraryo will intimate to all concerned departments on processdocumentation

ProgrammeImplementationMonitoring andEvaluation Cell

o will co-ordinate all e-Governance programmes at the statelevel amongst departments

DepartmentDepartment level I.Tcommittees

o one-point contact for departmental e-Gov initiativeso will review department wide e-Gov initiativeso will review the service levels of sub project service teamso will co-ordinate sub project teamso will advise on department level change management,

awareness creation, capacity building initiatives andrepresent the department interests in higher forum

o will carry out the policy and procedural changes required forpursuing e-Gov initiatives

o will seek technical help of info-structure task force oncritical issues on infra-structure

Departmental levelPeMTs

o one-point contact for sub project related activitieso will plan, implement, monitor, evaluate the sub projectso will service the functional requests from common citizen

touch points such as FRIENDS, call centres, Akshaya postimplementation

o will project policy and procedural changes needed for e-Governance initiatives implementation

o will project the capacity building requirements of employeeso will project the awareness creation requirements for service

users and service providerso will project the info-structure requirements for effective

implementation and maintenance of e-serviceso will be the custodian of all documentation related to the

functional applications, user manualso will operate on Service Level Agreement basis with the

citizen touch point service providers on resolving citizen

querieso will also have constituent members of counter part co-

ordination teams to have orientation on the following issuesCounter Part Co-ordination Teams

o will consist of counter part teams at the department level forthe following functions

PolicySupport o will coordinate policy change request proposals from the

7/29/2019 DR Police 1[1].5.pdf

46/70

ProcessReengineering

o will co-ordinate process re-engineering request proposalsfrom the departmental project teams

o will project process re-engineering required at thedepartmental e-Governance initiatives

o will propose process re-engineering proposals through thedepartmental taskforce

o will follow up with the state level cell on the progress of theproposals

e-Training o will co-ordinate the training programmes with the state cello will co-ordinate training modules proposed for functional

applications with in the department and intra-departmento will co-ordinate department activities of e-training with

external service userso will be responsible for consolidation of training

documentation for the departmental functional applicationsof the project teams

Change management o will co-ordinate the activities of the change managementprogrammes

o will co-ordinate requests from the project teams for changemanagement

o will provide feedback of the department on the effectivenessof the programmesAwareness creation o Co-ordinate with departmental project teams to identify the

awareness creation needs on the e-Governance applicationsamongst the service users

o will co-ordinate requests from the project teams for changemanagement

o will provide feedback of the department on the effectivenessof the programmes

Staffing of the cells and task forces

The staffing and positioning of the cells and committees will be purely functional. The memberscould be from the Government, industry, eminent citizenry depending on the needs. TheGovernment and departments may choose to deploy own staff, outsource to service providers,hire staff for key positions.

The department level project teams will have key staff connected to the functional applicationsbut may have co-opted members from other departments provided the functions and processes areinter connected.

The department level counter part teams will represent the interest of the department in the

7/29/2019 DR Police 1[1].5.pdf

47/70

The change management programme is an important component in the success of the e-Governance initiatives. The change management programme will propel the fire in the publicservants who want to change and see a change.

The programmes will be cascading in nature so that change agents identified at the state levelserve as a catalyst for bringing change in the environment. The change management will bebrought out through series of cascading programmes. The programme will also derive it strengthfrom the other components like

o awareness creationo policy supporto process re-engineeringo e-training

The key factors which will determine the success of such a programme are:

o top management support and belief to bring in effective e-Governanceo awareness amongst service users for demand for changeo Agents of change and right programme designo concomitant policy support to favor new initiativeso accompanied process re-engineering to address the current prioritieso equipping people within to cope up with changeo introducing good feedback and grievance redress mechanism

Some of the key factors are described below:

5.1.1Top governance team support and belief to bring in effective e-GovernanceThe Government is keen on improving e-Governance their by improving the service levelsamongst the service users. The commitment will be shown in the following measures:

o Will be displayed through the awareness creation component by way ofsuitable Information, Education and Communication to the internalemployees/external service users/service partners

o Will also commit certain level of service levels to the service users by way ofcitizen charters, performance standards in processes to the internal and externalclients.

o Will also attempt to position the right people for the right job with rightleadership

o Will also establish a Programme Implementation Monitoring and Evaluation cellto see the programmes through the logical end

o Will also establish an e-Governance structure as depicted in section appreciatingth i i iti lit f th G t d i iti ti l di t

7/29/2019 DR Police 1[1].5.pdf

48/70

o Will also measure the effectiveness of the e-Governance initiatives through theProgramme Implementation Monitoring and Evaluation cell to make suitablecourse corrections

5.1.2 Agents of ChangeAt state level, there will be an initiative to invite willing nominees for change management team.

These nominees will invited through a participatory process, across levels and will be briefed onthe e-Governance programmes and challenges associated with them.

These agents will be the ambassadors of change:

They will in principle disseminate and initiate activities for change in commensurate with thecitizen service delivery and better governance. They will also serve as catalysts to propagate theneed for better citizen orientation, sensitize the civil servants to be empathetical to citizen needs.

They will also project the key resisting factors towards change to the top change managementteam so that the corrective steps can be taken. They will exhibit and fight the cause for change bytheir own behavior and in wooing immediate circle of people.

Simultaneous awareness creation initiatives to empower the citizens to demand will increase thepressure to change

Concomitant support through policy and process reengineering support and IT services supportwill create a positive atmosphere to change.

TechnicalSupport

e-TrainingSupport

PolicySupport

ProcessRe-enggSu ort

ProgrammeImplementation

Su ort

Chan eA ent

Chan eRi les

7/29/2019 DR Police 1[1].5.pdf

49/70

5.1.3 Equipping the people to cope with changeThe departments will be strengthened with change management programmes to address the

psychological and logistical needs of employees specifically to unearth anxieties at operatinglevel staff and addressing them squarely

The departments will also address the changes in people roles and responsibilities on introductionof e-interventions and coin programmes to re-tool and re-skill people if required and also imparte-training hands-on and hands-off. There will be scope for continuous e-training through webinstances and internal training infrastructure.

The departments will also build consensus amongst the employees and try to position right peopleat the right slots.

5.1.4 Introduction of good feedback and grievance redress mechanismThis initiative is very important and will be implemented by the change management cell in orderto assuage the apprehensions of staff. The mechanism will be receptive to feedbacks and

grievances irrespective of the levels and hierarchy.

The mechanism will be empathetical towards problems faced by the staff in practical situationsand will make genuine efforts to address the needs. These issues will also be brought during thee-Governance programme reviews and earnestly addressed. If they can be solved at departmentlevel they may be solved at that level and if the problems are severe and merit attention ofmanagement committee the same will be brought to the notice of top governance team.

Policy Support and Process ReengineeringThe other two key factors which impede the normal e-governance programmes are:

o Policy support in right measure at right time.o Process reengineering

The individual project teams will project the need for policy changes/process redesign forsmooth implementation of e-governance application. The requests thus placed through the policysupport/process reengineering cell will be taken up for discussions by the programme monitoringand implementation cell and approved by the management committee.

Awareness amongst service users for better Governance

The departments will be encouraged to pursue awareness initiatives The awareness creation

At G t l l th G t ill h li ti i iti ti d t t

7/29/2019 DR Police 1[1].5.pdf

50/70

At Government level, the Government will pursue an holistic initiative across departments,services in propelling the e-Governance initiatives. This more will be to do with theGovernments keen commitment towards improving service delivery through e-Governance.

This will also highlight common initiatives taken by the Government to improve service delivery:

o Citizen touch points like Friends, Akshaya, Jana sevana kendrams, kiosks at civilstations

o Common IT networks provided by the Government like KSWANo Facilitation services provided at places like Akshayao Ease of reach aimed at through local language interfaces like Malayalamo Call centre facility providedo E-payment interface tie-ups with other service providers like payment gateways

for effective service delivery

At department level, the awareness creation amongst the service users will be on the followingelements:

o Services and service levels in the improved environmento Alternate vehicles of service delivery, service access, citizen touch pointso

Rights and responsibilities of service users: E.g. Document proofso Duties an obligations of service providerso Facilitation and assistance available to service users at service delivery pointso Interaction points for citizenso Payment interfaces for key financial applicationso Familiarization to the e-Governance initiative

The Government will also encourage setting up of social audit cells for measuring effectivenessof service delivery, grievance redress etc. in line with the service delivery policy of the

Government which reiterates equity, transparency, fairness.

The Government will also constitute an eminent citizen committee which will serve as a watchdog and advise the programme monitoring and evaluation cell on the effectiveness of theinitiatives.

In addition, the Akshaya centres will be the hub or the last mile service delivery point of e-governance services. But the population who want to reap the benefits of technology, first should

be aware of the services they would be able to get out the technology enabling, the massive e-literacy campaign which is the unique component of the project is designed for addressing thisspecific purpose. A centre with all facilities like Internet telephony, e-governance delivery, e-payment and e-commerce facilities sometimes fails to attract the large number of commonpeople, because of the lack of awareness about the potential of the technology or because of themental barrier to use technology. The e-literacy component would enable the end-user to

T i i

7/29/2019 DR Police 1[1].5.pdf

51/70

e-Training

5.1.5Training ProgrammesThe training programmes for the employees and related service providers (private andGovernment) serving at Citizen Touch points are given below:

The training programmes will address multiple audiences, vary in types and imparted at differentlevels. Some of the envisaged training programmes are presented below:

Training Programme Type of training

programme

Target Audience Level at which

impartedSensitization on e-Governance servicedelivery

General All types of serviceproviders

State

IT Awareness General All types of serviceproviders

State

Information Security Basic

Technical All Transactionusers of e-

Governanceapplications

State

Information Security Advanced

Technical All Informationservice providers(E.g. : data centre,IT allied services,KSWAN)

State

Informationinfrastructure

management (alltechnical)

Technical All Informationservice providers

State

Information AssetManagement

Technical IT services cell State

Government Processes Functional All transaction andfunctional users

Department/Statelevel depending on thescope of the functionalapplication

Information QualityStandards andManagement

Technical All technicaldevelopers offunctionalapplications


Requirement Analysisfor functional

Technical All technicaldevelopers of

Department/Statelevel depending onthe

developers of level depending onthe

7/29/2019 DR Police 1[1].5.pdf

52/70

developers offunctionalapplications

level depending on thescope of the functionalapplication

User Trainings Functional All transaction andfunctional users,service providers atcitizen touch points


Information Intelligenceand usage

Functional All top Governanceusers


Programme Management Functional All top Governance

users

Department/State

level depending on thescope of the functionalapplication

5.1.6Training infrastructureThe training will be imparted either through the centralized training infrastructure, or using theinfrastructure of Government training institutions (like Institute of Management in Government,

C-DAC, C-DIT, KELTRON) or at departmental facilities.

Training infrastructure may be a part of services rendered by the outsourced service providers.The training instances of governance applications may be posted on the web for free trial forfunctional users. The training could be on-site at the citizen touch points.

7/29/2019 DR Police 1[1].5.pdf

53/70

5.1.7Training programme designThe training programmes will be tuned towards the application requirement, and user comfortlevels. The programmes will be mostly designed to give a hands-on exposure and will be highlyinteractive with quizzes and games etc.

5.1.8Training Resource PoolThe resource pool will be determined based on the training programme design and service

providers.

Programme Implementation and Monitoring

The programme implementation, monitoring and evaluation cell will be responsible for thefollowing critical functions

o will co-ordinate all e-Governance programmes at the state level amongstdepartments

o will solicit programme plan documentation from departments based on the inputsfrom information technology planning cell and track the progress of theprogrammes

o will also look after the staffing of the project implementation teamso will look after the funding of the programmes based on inputs from information

technology planning cello will carry out periodical assessment of effectiveness of e-governance

programmes

The cell w

DR Police 1[1].5.pdf

Documents

Transcript of DR Police 1[1].5.pdf