Municipal Corporation of Greater MumbaiMunicipal Corporation of Greater Mumbai

Welcome to Presentation on E-governance

Mumbai Mumbai ––UrbsUrbs Prima in Prima in IndisIndis

Capital city of Maharashtra stateCommercial capital of IndiaArea about 437.71 Sq.Km.Population about 18 millionHome to major Indian and International business and industrial houses

Municipal Corporation of Greater MumbaiMunicipal Corporation of Greater Mumbai

MCGM –the local body of MumbaiBudgetary outlay of about Rs. 40 Billion

Larger than budgets of many states

Over 100,000 civic workforceProvides the most comprehensive suite of services including:

Education, Medicare and Medical EducationWater Supply, Transport, Electricity

Citizens’ CharterCitizens’ Charter

Making governance citizen-oriented

The Citizen’s CharterThe Citizen’s Charter

Released on 5th June 1999Relates to utility departmentsAimed at making governance citizen-orientedDesigned in collaboration with PRAJA, an NGOGives Who’s Who of civic servicesSets a system of complaint registration Sets timeframes for complaint redressalSets escalation procedures, in case of non-redressal within timeframe at a certain level

Setting service standardsSetting service standards

The Citizens’ Charter sets a timeframe for the redressal of each type of complaintPerformance regularly monitored

Appreciation for consistent good performanceDisciplinary action for repeated poor performance

External evaluation by citizens’ groups

ResultsResults

Citizens’ awareness of their civic rightsBetter understanding of civic mechanismMore responsive delivery systemExternal evaluationMakes systems reforms an imperative

CCentral entral CComplaint omplaint RRegistrationegistration SSystemystem

Classification : E-Governance

Central Complaint Central Complaint RRegistrationegistration SystemSystem

Logical corollary of the Citizens’ CharterHelpline-1916 with multiple hunting linesAmalgamation of multiple, service specific complaint centers into a single control roomSoftware application to register complaintsComplaint registration for monitoringComplaints sorted at control roomInformation transfer to wards on e-mailRedressal report furnished by ward to CCRSMunicipal Commissioner monitors performance

MultiMulti--modal complaint servicemodal complaint service

24 hours call attendance with 10 phone lines on 1916E-mail complaints to ccrs_ho@vsnl.netHyperlink from MCGM website at www.mcgm.gov.inFax complaints to 2269 4719Courier paper based complaints to CCRS, Municipal HOVerbal complaints registered at CCRS counterComplaints also received at Ward Office by Complaint Officer

Modus OperandiModus Operandi

Complaint received at ward office or at CCRS gets entered into software applicationApplication provides Complaint Tracking Number for reference of office and complainantComplaint gets dispatched to relevant redressing authority via emailSystem provides for redressing authority to enter redressal details into the applicationNon redressal of complaint within timeframe results in automatic escalation of complaint to next higher authority –upto Municipal CommissionerCitizen can be provided complaint status at any timeSystem generates rich MIS for monitoring efficiencyMIS routinely checked by Municipal Commissioner and open to general public as well

ProgressProgress

Computerized CCRS started function from December 2000Over 100,000 complaints received till dateRedressal rate is about 76.52%

Despite large number of cases where action cannot be taken as matters pending in courts

Independent surveys show increased citizen satisfaction

Key BenefitsKey BenefitsCitizens do not have to possess knowledge of where and when to complain for which particular service

One single number, active round the clock, for complaints regarding any Municipal service

Citizens have wider choice of mode of complaintUneducated people find it difficult to use complaint forms and procedures

Citizens can track the status of their complaint with the allotted Complaint Tracking NumberComplaints are automatically escalated in case not solved within timeframeSuperior transparency and active monitoring by Municipal Commissioner and general public ensures quality of serviceComputerization has taken away the mundane part of the job and enhanced efficiency

VisionVision

Integrate other MCGM complaint agenciesWard Complaint OfficersP.G. (Public Grievance) meeting of M.C.Lokshahi DinZonal DMC’s HoD & other Head office PrincipalsAsst. Municipal Commissioner

Extension to Beat OfficersImprove complaint redressal at beat level through strengthening of beat system

Online Tender ManagementOnline Tender Management

Classification : E-Economy

Tendering in MCGMTendering in MCGM

The MCGM floats over 150 tenders each year for procuring various material and servicesThe Mumbai Municipal Act, 1888 specifies that tenders be published in multiple national and local newspapersApproximate annual expenditure of MCGM on newspaper advertisements of tender notices was Rs. 15 Million

Setting up Online TenderingSetting up Online Tendering

The MCGM has its own website at www.mcgm.gov.inThe feasibility of issuing tender notices on the website was studiedAdministrative measures were set up

Paper ads would be limited to few lines, as mandated by the MMC Act, outlining basic information and giving address of websiteComplete tender notices to be displayed on website

Key BenefitsKey Benefits

Over 350 tenders hosted online since inception of this system in June 2001System well-received by vendors who prefer the ‘always available’ nature of Internet based informationMCGM saves about Rs. 12.5 Million per annum by way of shortened newspaper adsOverall transparency of system has increased greatly

VisionVision

Upgrade to Online Payments for downloading complete Tender DocumentsExtension of system to Online Opening of Tenders and Computerized pre-evaluationOffer ‘push’ content by actively delivering relevant tender notices to vendor by method of subscriptionOffer customizable content like corrigenda on portable devices like PDA, mobile phones, etc.

Online Results of Civic ElectionsOnline Results of Civic Elections

Classification : E-Administration

Elections in MCGMElections in MCGM

Civic Elections are conducted every four yearsMumbai divided into 227 electoral wardsCitizens directly vote for candidates and elect 227 Corporators to the MCGM’shouseMayoral elections held from among corporators to elect Mayor, Deputy Mayor and other group leaders

Setting up Online ResultsSetting up Online Results

Control room was setup at International Relations Wing with multiple computers, telephones, data connectivity and personnel working round the clockElection centers relayed details at every stage

Data included exit poll data, demographically referenced poll data (e.g. male-female voting ratio)

Counting centers relayed vote counts at every stage on counting dayAll data congregated at IRW server with validationSoftware application executed automatic queries every few seconds to display near-live results simultaneously at multiple locations

MCGM websiteTwo giant video walls at Head Office for publicScreen projection in Committee Hall in Head Office for press

Key BenefitsKey Benefits

For the first time, authentic near-live results were possibleTime between data receipt and declaration of results shortened from days to hoursChaos caused by political supporters, media representatives, election officers avoided resulting in smoother operationMedia personnel had all requisite information presented digitally at Municipal Head Office or even at their press office over the MCGM website on the InternetSoftware application even generated Election Gazette instantaneously that previously took weeks to prepare

VisionVision

Upgrade to computerized pollingIntegrate all reverse and forward facets of electionsExtension of system to Online Opening of Tenders and Computerized pre-evaluationOffer ‘push’ content by actively delivering relevant data to citizen / party office / media officeOffer customizable content on portable devices like PDA, mobile phones, etc.

Municipal Corporation of Greater MumbaiMunicipal Corporation of Greater Mumbai

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