Experience Sharing on : e-District - KHAMMAM

By

Rajendra Narendra Nimje, I.A.SDirector, Technical EducationGovernment of APrajendranimje@gmail.com

� Government has a mandate toimplement various regulatory anddevelopment activities for itscitizens.

� Government however has complexsystems of functioning. Interactionmechanisms with citizens are poor.

� The administrative system ismultilayered and each layer addsdelay in pushing the information up ordown the ladder.

Background

� Central Govt.

� State Govt.

� District Administration

� Local Bodies

� District Administration plays a key

role in good governance , delivery of

various key services and reaching

citizens

Administration

STAKEHOLDERS

� Public

� Public Representatives

� Officials - Departments

� District Administration

� State Govt.

Elements of

� District Administration must reach the nook and corner of thedistrict.

� Effective Grievance redressal mechanism -Timely disposal ofrequests from citizens and files related to various departments

� Tracking requests from Public Representatives and Press news� Increasing the effectiveness of the departments by increasing

transparency for all public transactions� Building internal efficiency of each department by electronic

document flow� Ensuring the system is sustainable and replicable� Most important sectors are Health, Education, Land

administration, caste certificate, PDS & HousingRajendra Nimje, IAS

e-District @ Khammam

1239 Villages , 773 GPsRevenue Villages / GramPanchayats

1 Dist, 2 Area,3-CHC, 11 CivilHospitals,51 Pvt.

Hospitals

2 No.State Highways

66 PHC, 592 Sub CentersPHCs/ Sub Centers

6.259Lakhs (Highest in AP)Tribal Population

29TSP mandals

46Mandals (Like Taluks)

4Revenue Divisions

160/Sq.KMPopulation Density

16029 Sq. KM (48% Forest)Geographical Area

25.62 Lakhs (2001)Population

http://www.immunizeal.org

� ‘E-Immunization’ Incubated in my Fellowship at StanfordUniversity and Piloted in Khammam district atThirumalayapalem PHC.

� Increases immunization percentage upto 90% by tracking eachdose of immunization for each baby and also reducing burdenon ANMs.

� It bagged Silver Icon Award in 9th National e-GovernanceConferenceat Kochi in March 2006

� It won the ‘Social-e-Challenge’ Award in 2004 at StanfordUniversity

Health

http://www.healthcallcenter.org

� Provides emergency services to the remotest corner of the districtat the instance of toll free call at 102

� Pooling all Govt. resources effectively.

� Public Private Partnership

� Health Call Center is recognized as a Best Practice by Govt. ofIndia in September 2006

� It was Awarded ‘Bronze Icon’ in the 9th National Conference on e-governance at Kochi 2006

http://www.giripragna.org

Education

� ‘Giri-Pragna’ means Enriching Tribal Knowledge

� Giri Pragna provides computer education andComputer Aided Education to 10,000 tribalstudents in remote areas of Khammam district.

� The project is launched in September 2005

� It was selected as ‘Finalist’ and the only entryfrom India in Education category for theStockholm Challenge Awards 2006

Housing, NREGS,GIS

� Housing for the poor – Using biometricregistrations, online monitoring

� Caste Certificates – at Rajiv Centers

� National Food for Work online tracking andNREGS pilot at Khammam

� JKC projects – Highest in the state 2004-05

� E- Panchayat Effective implementation

� GIS based monitoring for Irrigation projects,RIDF roads launched

Internal Efficiency Projects

� Connected all important Departments by FiberOptic

� Connected Tribal Headquarter ‘Bhadrachalam’by Video conferencing

� Connected Mandal Samakyas of the IKP projectwith dial up to the main network

� Khammam messaging System – Using the powerof SMS

� File Management System – Paperless office

� Khammam.com – Outer Face – more interactive

� ‘Parishkruthi’ means grievance Redressal – Itprovides A ray of hope to the voicelesspetitioners.

� Parishkruthi has made the administrationmore responsive, effective and transparent.

� It was nominated as ‘Finalist’ in theStockholm Challenge Awards 2006 in PublicAdministration category.

� More than 1,00,000 grievances handledthrough parishkruthi since it inception.

http://www.parishkruthi.org

� Petitioner visits the Collector office, District Officers and MRO ,MPDO offices. He does not get guidance on whom to meet, how tofill applications and how to know where the work is pending andwhy.

� He also prefers to give the request to the highest office. Collectoror HOD may not able to spend the time and may end up marking thepaper which can’t be tracked easily.

� Petitioner visits and revisits and no one has any ready answers tothe petitioner requests.

� Finally, he is trapped by a middlemen and spends his hard earnedmoney in anticipation of his small work.

� Petitions forwarded by the Public Representatives are also difficultto track in the present system

� He approaches press, news item is published but still action nottaken

Typical Scenario

� A voiceless petitioner

� Improper tracking of the petitions

� No direct channeling to the concernedHOD (Through his office only)

� Public Representatives requests arealso difficult to track

� Middlemen dictates the terms� Adverse News are not monitored

effectively� Inefficiency ,Red Tape & Corruption

Issues

� Making the administration transparent,accountable and responsive.

� Providing citizen services at par withcustomer service in private sector

� Eliminating middlemen and touts from thepublic office functioning.

� Weeding out corruption by publishing everytransaction of the petition.

� Improving internal efficiency to perform asper citizen charter.

� Tracking Public Representatives requests

� Monitoring Adverse News

ParishkruthiObjectives:

� Ease of filing & tracking petitions atmultiple locations. Collectorate ,Tahsildaroffices, MPDO and at Mandal Samakyas

� Getting personal help on whom toapproach, filling forms , when to meetthe concerned, how to track the petitionand from where

� Channeling the petition to the properofficer and make him accountable to takeaction as per citizen charter

� Generating log of action taken on anyrequest and ease of tracking the statusanytime , from anywhere

Solution

� Tracking requests from publicrepresentatives for sanction of works orfor individual or group petitions

� Monitoring Adverse News, taking timelyaction and publishing rejoinders

� Enabling Heads of departments to reviewthe performance of subordinates.

� Regular Reviews by Collector with HODson Parishkruthi performance

� Regular Reviews by HODs withsubordinates

Solution

� Helping the illiterate tribal and poor peoplethrough counseling and by treating themwith dignity.

� Creating awareness and covering the realbeneficiary for Government programmers byenrolling and publishing the names.

� Guiding citizens in accessing the informationfrom various internet outlets.

� Providing access to the status information topetitioner from any public office or internetcafes.

The First Interface � Help Counters:

� Providing real time, decision support system forthe administrators. Thus speeding up thedecision making process.

� Helping Heads of the Department by creatingreports as per schemes, enrollment of realbeneficiaries and performance appraisal of thedepartmental officers.

� Providing fast services as the petition isavailable instantly to the service providingauthority and the status is available at eachstage operation.

� Categorizing petitions to effectively monitor forvarious stakeholders such as public, publicrepresentative, employees & press.

Increasing Departmental Efficiency

� Through a web-basedinterface and hosted onour Intranet

� Officers are given loginand password

� Any user can enter therequest from anywhere onthe intranet

How does it work

� The request is stored on a central database in the compartmentallotted to the concerned officer

� The officer has to log in and all the requests to be handled by him aredisplayed.

� Any request clicking will give the current status

� Request can be forwarded to a subordinate if he/she is on ournetwork.

Channeling Info - flow

� If not the request is handed over to thefield officer and the status is updated afterthe action is taken on it positive /negativeor interim

� Request can be marked to subordinate,higher up , cross department.

� Pendency will be in the account of lastperson to whom the request is marked.

Request Handling

� Dispose

� Reject

� Forward

� Redirect* to the proper officer

� Officer receiving the request first is theowner and the forwarding officer does nothave right to close the issue.

Modes of Disposal

* Delay is counted from the day of filing the petition with the officer

� PP = Public Petitions

� PR = Public Representatives

� AN = Adverse News

� UA= Urgent Attention ( i/c U.O. Notes)

Categories

� End User who has filed a request

� Officer who has received the request(Owner of the request)

� Field Officer

� HODs

� Super-User/s

Players

� End User- Receipt of request• Status report at any time by entering

grievance number

� Officers• Pendency category wise• No. disposed in a particular period.• Specific issue printout

� Super user• Drill down reports

Reports

� Onus is on the request receivingofficer and the pendency is booked tohis account from the date of issuemarked to him and not from the datehe has opened the computer and seenthe request.

� Not only taking action on file but alsoupdating the request in Parishkruthiand closure of the issue.

Officer’s Role

� Track the performance of all theofficers subordinate to him/her

� Review reports by category and toppriority to be accorded to AN and PR,UA categories followed by PP

� Logging of officers will be monitoredby Collector and non-functioning ofcomputer and network is theresponsibility of the HOD

HODs

� Since launching of theproject in November, 2004– more than 100,000petitions received andattended.

� Transparency , Efficiencyand reach of administrationincreased tremendously

The Impact

� Conceived as a component in e-Hyderabad project started byme in 2001. It is working in MCH even today.

� Parishkruthi at Khammam perfectly working since 29th

October 2004 even after the change of District Collector in2006

� It was replicated specially for Tribals at PO, ITDA officeBhadrachalam

� Stanford University has sent a team in September 2006 tostudy and augment the system with Language interfaces.

� Parishkruthi is replicable in any districts in India with verylittle customization

� It was replicated from my earlier project at MCH, Hyderabadwith widened scope for Khammam District

� It is now replicated in Technical Education Department since18th May 2006

� Parishkruthi was Finalist in Stockholm Challenge Awards 2006

ThanksThe initiatives are available at

� www.khammam.com� www.immunizeall.org� www.healthcallcentre.org� www.giripragna.org� www.parishkruthi.org

Submitted By:

Rajendra Narendra Nimje, IASDirector, Technical Education, Govt. of AP

Ex-District Collector & District Magistrate, KhammamGovernment of Andhra Pradesh, India

nimje@ap.gov.in rajendranimje@gmail.comOffice: +940-23221511 Mobile 99491-02244