Impact of e-Governance on the Lives of Citizens - Subhash Bhatnagar
-
Upload
prof-knageshwar -
Category
Documents
-
view
1.044 -
download
3
description
Transcript of Impact of e-Governance on the Lives of Citizens - Subhash Bhatnagar
Impact of e-Governance on the Lives
of Citizens
Subhash Bhatnagar
Indian Institute of Management Ahmedabad
Advisor NISG
Essence of E-GovernmentE-Government has the following essential components:
Involves process of reform in the way Governments work, share information and deliver services to external and internal clients
Clear intent of greater transparency in functioning
Achieving greater efficiency
On-line delivery of services to citizens/ businesses targeting concrete benefits such as convenient access (time and place) , less transaction time, and lower cost.
Harnesses information technologies such as Wide Area Networks (WAN), Internet , World Wide Web, and mobile computing to connect computerized back ends that enable process reform with front ends that service the citizens.
The resulting benefits could be more transparency, empowerment, greater convenience, less corruption, revenue growth, and cost reduction.
� Study covered 3 State-level (G2C)projects in 12 States
� Land Records: issue of RTC and Mutation
� Property Registration
� Transport: vehicle registration and driver’s license
� Municipal Corporations ULBs in 4 cities
� Cost of Availing Service Measured Directly� Number of trips made for the service� Average waiting time in each trip� Total time elapsed in availing service� Amount paid as bribe to functionaries/ Agents� Quality of Service: Interaction with staff, complaint handling, privacy, accuracy� Quality of Governance: Corruption, accountability, transparency, participation� Preference between manual and computerized systems
Results of a Study of Benefits to Users
from eGovernance Projects
Copyright: IIM, Ahmedabad
Sampling Methodology
� Sample frame and size was selected so that
– Even small impacts could be detected
– Capturing the variability in demand and efficiency of service center and location of user
– Results could be projected to the entire population
� About 16 service delivery points were chosen on the basis of activity levels, geographical spread and development index of catchments
� Respondents were selected randomly from 20 to 30 locations stratified by activity levels and remoteness
� Data collected through structured survey of users of both the manual and computerized system
� Randomly selected sample of 600 to 800 respondents in State level projects
Indian Institute of Management, Ahmedabad
-
1.00
2.00
3.00
4.00
5.00
6.00
7.00
8.00
9.00
10.00
Delhi Gujarat Haryana HP Orissa Rajasthan TN Uttarakhand WB Kerala MP Punjab
N
UM
BE
R
OF
T
RI
PS
L
A
ND
R
EC
O
R
D
P
R
OP
E
R
TY
T
R
AN
S
P
OR
T
MANUAL
COMPUTERISED
MANUAL SAVING
3.44 1.00
2 OUT OF 11 AT OPTIMAL LEVEL
-
1.00
2.00
3.00
4.00
5.00
6.00
7.00
8.00
9.00
10.00
Delhi Gujarat Haryana HP Orissa Rajasthan TN Uttarakhand WB MP
MANUAL SAVING
2.77 1.00
5 OUT OF 10 ALMOST AT OPTIMAL LEVEL
-
1.00
2.00
3.00
4.00
5.00
6.00
7.00
8.00
9.00
10.00
Delhi Gujarat Haryana HP Orissa Rajasthan TN Uttarakhand WB Kerala Punjab
MANUAL SAVING
3.96 1.61
2 OUT OF 11 AT OPTIMAL LEVEL
Procedure not clear to
client
Staff absenteeism
Power breakdown/
system failure
Too many documents required from client
No appointment system
-
50.00
100.00
150.00
200.00
250.00
300.00
350.00
400.00
Delhi Gujarat Haryana HP Orissa Rajasthan TN WB Kerala MP Punjab
-
50.00
100.00
150.00
200.00
250.00
300.00
350.00
400.00
Delhi Gujarat Haryana HP Orissa Rajasthan TN WB Kerala Punjab
-
50.00
100.00
150.00
200.00
250.00
300.00
350.00
400.00
Delhi Gujarat Haryana HP Orissa Rajasthan TN WB MP
WA
IT
IN
G
TI
ME
L
A
ND
R
EC
O
R
D
P
R
OP
E
R
TY
T
R
AN
S
P
OR
T
MANUAL
COMPUTERISED
(MINUTES)
MANUAL SAVING
142 40
MANUAL SAVING
148 62
MANUAL SAVING
130 36
Long/badly managed queue
Some counters not
operational
Slow processing at
service center
Power breakdown/ system failure
Too many windows to visit
-
10.00
20.00
30.00
40.00
50.00
60.00
70.00
80.00
90.00
100.00
Delhi Gujarat Haryana HP Orissa Rajasthan TN Uttarakhand WB Kerala MP Punjab
-
10.00
20.00
30.00
40.00
50.00
60.00
70.00
80.00
90.00
100.00
Delhi Gujarat Haryana HP Orissa Rajasthan TN Uttarakhand WB Kerala Punjab
-
10.00
20.00
30.00
40.00
50.00
60.00
70.00
80.00
90.00
100.00
Delhi Gujarat Haryana HP Orissa Rajasthan TN Uttarakhand WB MP
%
P
AY
IN
G
BR
IB
ES
L
A
ND
R
EC
O
R
D
P
R
OP
E
R
TY
T
R
AN
S
P
OR
T
MANUAL
COMPUTERISED
( ) % USING AGENTS(46)
(17)
(44)
(41)
(61)
(7)(2)
(68)
(5)
(53)(48)
(14)(20)
(14)(21)
MANUAL SAVING
39
Avg Bribe
16
Rs 89
MANUAL SAVING
23.18
Avg. Bribe
6.13
Rs. 1081
MANUAL SAVING
17
Avg. Bribe
4.2
Rs. 184
Functionaries enjoy
extensive discretionary power
Complex process
requiring use of intermediary by client
Project-wise Impact
Land Record Computerization
Property Registration
Transport Offices
NUMBER OF TRIPS
3.2 ���� 2.0 3.9 ���� 2.3 3.4 ���� 2.4
WAITING TIME (MIN)
128 ���� 92 133 ���� 77 120 ���� 90
% PAYING BRIBE
38 ���� 25 23 ���� 19 17 ���� 13
Impact of Computerized System on Key Dimensions
Manual
TRIPS SAVED: 1.1
WAITING TIME SAVED: 42 MINS
REDUCTION IN PROPORTION
PAYING BRIBE: 7%
DIRECT COST SAVING: 69 RS
IMPROVEMENT IN SERVICE
QUALITY SCORE: 1.0
IMPROVEMENT IN GOVERNANCE
SCORE: 0.8
Computerized
Importance of Service Delivery Attributes for the Three Applications
0 1 2 3 4 5
Durability and legibility of certif icates
Level of corruption
Time and effort in availing service
Cost of availing service
Confidentiality and security of data
Complaint handling mechanism
Accuracy of transactions
Accountability of off icers
Queuing system
Dependence on agents
Convenience of w orking hours
Effort in document preparation
Service area facility
Involvement of agents
Treatment of clients
Clarity and simplicity of processes and procedures
Helpfulness of staff
Convenience of location
Design and layout of application forms
Speed and eff iciency in handling of queries
Predictability of outcome
Land Records Property Registration Transport
Copyright: IIM, Ahmedabad
Composite Score (5-point scale) in
Descending OrderLAND RECORD PROPERTY TRANSPORT
Himachal Pradesh
4.40 Himachal Pradesh
4.22 Himachal Pradesh 4.20
Rajasthan 4.17 Uttarakhand 4.04 Rajasthan 3.92
Tamil Nadu 4.00 Tamil Nadu 4.01 Uttarakhand 3.62
Uttarakhand 3.88 Rajasthan 3.91 Delhi 3.60
Gujarat 3.68 Kerala 3.90 Tamil Nadu 3.49
West Bengal 3.26 Gujarat 3.65 Orissa 3.49
Delhi 3.13 Delhi 3.52 Punjab 3.24
Orissa 3.02 Punjab 3.45 West Bengal 3.20
Haryana 2.98 West Bengal 3.42 Haryana 3.14
Orissa 3.31 Gujarat 3.00
Haryana 2.94
Much worsened - 1; No change - 3; Much improved - 5Indian Institute of Management, Ahmedabad
Overall Assessment (State-wise)
1 - Much worsened; 3 - No change; 5 - Much improved
1
3
5
Himachal Pradesh
Rajasthan
UttarakhandTamil Nadu
Kerala
GujaratDelhi
Punjab
West BengalOrissaHaryana
Madhya Pradesh
Key Conclusions� Poor state of manual service delivery
� Limited number of eGovernance projects have delivered concrete benefits
� In all services, the number of trips reduced by 1-2 and waiting time reduced by 20-40%. In some projects reduction in proportion paying bribes is significant.
� Direct cost savings to citizens range from Rs 50-100 in the projects
� Rural poor pay the highest price for current inefficiency and stand to gain the most from well conceived eGovernance
� Regardless of the degree of improvement, overwhelming preference for computerized systems (except West Bengal).
Need to Push Hard on the e-Governance Agenda
� However, variation in project impact across states suggests
� that greater emphasis on design and reengineering is needed.
� need to learn from best practices elsewhere
Need for building capacity to conceptualize and implement projects
ULBs: Issue of New Trade License
Renewal of New Trade License
ULBs: Birth Certificate
Payment of Property Tax and Utility Bills
AP Commercial Tax: Reasons for USE and NON USE of Online Services
Major reasons given by Dealers & CTPs for USING online services:
• Online process is faster
• Online process is more secure
• Fewer errors in online process
• Fewer visits to commercial taxes department
• Online process is more transparent
Major reasons given by dealers (68.4%) and CTPs who were aware but NOT USING online services:
• Do not have skills to use online services
• Online process is prone to errors
• Online process is not secure
• Online process is slow
• Have to submit hard copy to CTD (e-returns)
Copyright: IIM, Ahmedabad
Important Learning for Future Projects
� Need for greater user centricity in design and operations. Long queues is cited as a reason for every service by a large proportion of users.
• Consult all stake holders –employees, users, intermediaries before designing projects
• Awareness of e-delivery is very low amongst users. It is challenging to create awareness in rural areas. Misinformation has to be countered.
• Presence of agents is very dysfunctional. Leads to corruption. Systems must be simplified so that intermediaries are not needed.
• In addition to technology enabled improvements there are a number of other changes that can provide relief to citizens
• Responsiveness and accountability of functionaries is a serious problem-to be addressed through training.
• A portal with computerized end-to-end process including on-line filing, document submission, payment and delivery of digitally signed documents. Allow checking of status and inform procedure for obtaining a service in clear manner.
Enablers of Success
Vision, Conceptualization, Design and Execution
• 20 % Robust Technology
• 35 % BPR
• 40 % Management of Partnerships
Appropriate
Role for
Technology
Process
Reform
Managing
Partnerships
Attention to
Detail in
Execution
Think big, start small, evaluate and scale up
Critical Success Factors
• Strong Political and Administrative Leadership
• Clearly identified goals and benefits• Significant Process Reengineering Required
• Detailed Project Management
• Manage change process-unfreeze, move-refreeze
• Leveraging Public Private Partnership and Making it Work
• Create awareness of how things have changed for clients
Role of Leadership
1. Becoming Champions of e-Government• to achieve change of mindset
• to create an environment for innovation
• to provide adequate resources
2. Removing Barriers• to overcome employee resistance
• to achieve cross-agency coordination
• to create confidence in private sector to partner government
3. Taking Hard Decisions• to take the risks inherent in e-Government
• to achieve effective Government Process Re-engineering
4. Articulating the needs of citizens & businesses
Key Challenges in Moving Ahead
• Designing Projects to Deliver Concrete Value
• Making Projects Sustainable
• Expanding the Coverage to Many Departments
• Providing Services in the Rural Areas
• Enhancing Impacting on Transparency and
Corruption
• Organizing for Scaling Up
Zero Mass Foundation:
Disbursement of Payments in AP
Warangal, Account Opening and
Payments
1.6 million
Customers
6,100 Customer
Service Points
9, 200 Villages
127 Districts
Thank You
State Land Record Property Transport
Manual Computerized Manual Computerized
Manual Computerized
Delhi 381.62 184.05 376.92 389.47 297.28 252.57
Gujarat 57.70 92.44 510.75 326.45 240.60 271.75
Haryana 631.01 477.85 1,197.38 936.67 1,029.95 794.65
HP 28.86 28.10 119.47 57.27 85.31 163.52
Orissa 531.12 621.13 587.22 609.64 264.93 256.68
Rajasthan 316.14 163.49 621.51 799.13 446.27 354.68
Tamil Nadu 246.62 160.40 693.06 562.73 296.55 376.63
Uttarakhand 397.22 190.97 1,781.47 1,443.43 484.20 274.49
West Bengal 287.12 329.37 232.65 235.82 351.01 331.89
MP 272.29 399.02 1,031.82 700.02
Kerala 222.80 199.94
Punjab 494.25 364.59 423.36 371.80
Average 314.97 264.68 621.59 538.65 412.61 345.72
Project-wise Impact on Direct Cost to Users
Significant Process Reforms for
Transparency
• Introduced transparency in data, decisions/actions, rules, and
procedures - Records in public domain, FIFO
• Automates processes to take away discretion - Every application
must be accepted
• Makes decisions traceable (tracking thru audit trails, bio log in)
• Builds accountability - Greater access to information through touch
screens
• Provides documentation to citizens for follow up - documents
reasons for rejection
• Introduces competition amongst delivery channels
• Standardized documentation of comments/objections leads to effective supervision - through comparative indicators
• Centralizes and integrates data for better audit and analysis
Copyright: Subhash Bhatnagar
Source of
Awareness
AMC Civic
Center
CARD e-Seva eProcur
ement
Bhoomi KAVERI
Newspaper 19.38% 25.82% 31.23% 38.85% 17.94% 22.10%
Television 15.08% 18.48% 18.39% 10.24% 10.69% 10.86%
Other Offices 31.08% 16.96% 10.83% 6.04% 4.96% 20.22%
Neighbor 16.00% 30.89% 35.26% 7.09% 52.67% 42.32%
Colleagues 4.92% 7.85% 2.02% 19.16% 11.45% 2.62%
Other sources 13.54% 0 2.27% 18.64% 2.29% 1.87%
Source of Awareness for 6 ProjectsSource of Awareness for 6 Projects