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e-Governance. Improving Service Delivery. Air of Mystification about procedures Long Queues at delivery points Multiple Visits to Government Offices Outcome is in Suspense Gatekeepers at every turn Poor Quality of Service Service is a Mercy - not a Right Too many Intermediaries, Shortcuts
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Improving Service Delivery • Air of Mystification about procedures • Long Queues at delivery points • Multiple Visits to Government Offices • Outcome is in Suspense • Gatekeepers at every turn • Poor Quality of Service • Service is a Mercy - not a Right • Too many Intermediaries, Shortcuts • Exception is the rule!
Lord Ganesha—the remover of all obstacles • The ubiquitous mouse is refered as the vehicle of Lord Ganesha—the remover of all obstacles. • Today its Pentium-powered avatar reigns supreme in the hands of an increasingly e-literate janata
Transformation potential of e Governance where… • One click is deemed good enough to cut the much-dreaded Indian red-tape to shreds. • Another one takes the wind out of all those touts hanging around public offices. • Public accountability and responsive services seem suddenly just a blip way.
Challenges 1.25 billion people 70% rural Multi-lingual – 22 Official Languages Multi religious Multi-ethnic Federal Structure 36 States & Union Territories 600,000+ villages Multi-party Multi-tiered democracy 240,000+ Local Bodies
Technology as an enabler in Government reforms • ICTs have been an integral part of many public sector reform agendas and have helped governments successfully in: • Increasing convenience to the citizens in availing government services • Increasing speed and quality of service delivery • citizen empowerment through access to information and transparency in service delivery • Reduce corruption • Cost reduction and revenue growth for government • Improve compliance with government regulations….. e-Governance uses Technology as a tool for reforming government
What is NOT e-Governance ? e-Governance is not about ‘e’ but about governance! e-Governance is not about computers & Websites but about citizens & businesses! e-Governance is not about translatingprocesses but about transformingprocesses !
Four Pillars Process People Technology Resources Government Transformation 4 Key Questions to be Addressed Governance G-Governance e-Government e-Governance WHAT do we want to Achieve ? HOW do we want to Implement ? WITH WHAT resources ? WHO will be responsible ? Citizens | Businesses | Government | Others Transparency Accountability Responsiveness Efficiency Participation Connected Front End – Citizens interact with Government Back End – Working within Government
Success & Failure Rate • 35 % of eGov projects are total failures • Initiatives not implemented • Initiatives abandoned immediately • 50% of eGov projects are partial failures • Main stated goals not achieved • Initial success but failure after an year • Success for one group but failure for others • 15% of eGov projects are successes • All stakeholders benefited • No adverse results Most Failures are rooted in improper Project Development & Project Management We need an effective institutional mechanism to improve Success Rate
1 PROCESS 2PEOPLE • Lack of Process Models • Status Quo-ism • Poor Legal Frameworks • Complex Procurement • Lack of Political Will • Official Apathy • Shortage of Champions • Lack of Skills in Govt 4 RESOURCES 3 TECHNOLGY • Budget Constraints • Disinterest of Pvt Sector • Lack Project Mgt Skills • Lack of Architectures • Lack of Standards • Poor Communication • Infrastructure • Hardware-approach The Challenges
NeGP VISION “Make all Government services accessible to the common man in his locality through Common Service delivery outlets and ensure efficiency, transparency & reliability of such services at affordable costs to realise the basic needs of the common man.”
State Data Centre CSC CSC Internet CSC SWAN State Districts SHQ Blocks Collector’s Office PRIs Tehsil / Taluks Service Delivery Platform Information List Services List Offices List e-Forms Call Centre UID Payment Gateway Standards based Message Routing, Authentication Guaranteed Delivery & Transaction Log Time-stamping & Status Tracking … State Portal .. SSDG/NSDG MSDG e-Forms/ m-Forms .. Registration Revenue Municipalities Transport Mission Mode Projects
Education Gram Pts Munici palities National ID Pensions Central Excise Road Transport Police India Portal e-Posts EDI GIS e-Courts eBiz Land Records Land Regn e-Office Banking Insurance Gateway e-Procure Common Service Centres Passport Visa MCA21 Income Tax Comrl Taxes Treasuries Employment Exchanges Civil Supplies Agriculture • Blueprint of NeGP Core Policies
Common Infrastructure (SWAN, SDC, CSCs, State Portal & State Service Delivery Gateway) • State e-Mission Team to help Departments in developing backend projects • Requisite Capacity Building support NeGP Strategy • By E&IT Dept • Identify services & define service levels • Set-up Project e-Mission Team with help of SeMT • Simplify and re-engineer processes • Provide access to services through CSCs, etc. • Explore integration of services with other Depts. • By Each Department
Core Infra & Shared Front-end • Core Secure Infrastructure • State Wide Area Network • State Data Centre • State Service Delivery Gateway • Shared front-end service access providers • Common Service Centres (through SCAs) • State Portal (with eForms)
What is Digital India? • The focus is on being transformative– to realize IT + IT = IT • It is an Umbrella Programme – covering many departments. • It weaves together a large number of ideas and thoughts into a single, comprehensive vision so that each of them is seen as part of a larger goal. • Each individual element stands on its own. But is also part of the larger picture. • It is coordinated by DeitY, implemented by the entire government. • The weaving together makes the Mission transformative in totality • The Programme: • Pulls together many existing schemes. • These schemes will be restructured and re-focused. • They will be implemented in a synchronized manner. • Many elements are only process improvements with minimal cost. • The common branding of programmes as Digital India highlights their transformative impact.
Vision of Digital India Centered on 3 Key Areas • Digital Infrastructure as a Utility to Every Citizen • Governance & Services on Demand • Digital Empowerment of Citizens
Digital India Vision Area 1: Infrastructure as a Utility to Every Citizen • High speed internet as a core utility • Cradle to grave digital identity -unique, lifelong, online, authenticable • Mobile phone & Bank account enabling participation in digital & financial space • Easy access to a Common Service Centre • Shareable private space on a public cloud • Safe and secure Cyber-space
Digital India Vision Area 2: Governance & Services On Demand • Seamlessly integrated across departments or jurisdictions • Services available in real time from online &mobile platform • All citizen entitlements to be available on the cloud • Services digitally transformed for improving Ease of Doing Business • Making financial transactions electronic & cashless • Leveraging GIS for decision support systems & development
Digital India Vision Area 3: Digital Empowerment of Citizens • Universal Digital Literacy • Universally accessible digital resources • All documents/ certificates to be available on cloud • Availability of digital resources / services in Indian languages • Collaborative digital platforms for participative governance • Portability of all entitlements through cloud
Challenges & Changes Needed • Program on this scale never conceived • Each Pillar/program has own challenges • Human Resource Issues • NIC - not equipped for a fraction of this task (obsolesce) - needs revamping & restructuring • DeitY – needs program managers – at least 4 more officers at senior levels • Ministries – Need a Chief Information Officer / Chief Technology Officer (CIO/CTO) • Could begin with CIOs 10 major Ministries • Can be anyone – from within or outside government • To be patterned as AS & FAs – dual reporting • Financial Resource Issues • Mostly structured around ongoing programs : Better focus, need some restructuring • Some others are process improvements or better utilisation of resources • A few new programs may be needed – particularly in Electronics manufacturing and Skill Development • Coordination Issues • Program covers many other departments • Need commitment and effort • Leadership and support critical for success
Verticals of E&IT Department e-Governance with Robust IT Infrastructure IT Promotion, Industry Facilitation and Investment Skill Development, Training and Innovation
Enabling e-Governance in State Implementation of Digital India Programmeto improve service delivery. Implementation of NeGP 2.0 (e-Kranti) by revamping all Mission Mode Projects (MMPs) including State Service Delivery Gateway (SSDG) project. Utilisation of 2% of plan budget for e-Governance services by all Dept as per provision of ICT Policy 2014 Development of web applications for the services notified under Right to Public Service Delivery Act. Promoting Mobile Apps & Mobile Governance for G2C services through Mobiles. Use of Social Media in Governance.Mobile Odisha App launched. Strengthening the Common Services Centres(CSC 2.0)
Robust IT Infrastructure for e-Governance EstablishingBharatnet (NoFN) end to end Network from District to each GP with 100 Mbps, as a National Broadband Infrastructure for broadband services at village & Household level. State to select one model out of three (CPSU-led, State-led, Private-led) in two weeksfor its implementation. Expansion of existing State Data Centre and to set up one more Data Centre on PPP Mode (for Govt. & PSUs) in 2 acres of land. Connecting all Govt Offices under Horizontal Connectivity of SWAN Project. Internet on Demand with City WiFi Strengthening NKN upto District level and VC facility upto GP level.
e-Registration: • The Department of Revenue and Disaster Management appreciates the importance of e-Governance and has undertaken e-dhaRani, a comprehensive project of computerization of all 182 Registration offices across the state. A significant capacity in terms of physical and technology infrastructure has been built to implement e-dhaRani in a competent manner, with a holistic perspective and with speed. e-dhaRani was launched on 4th January 2010.
e-Registration: • The project is designed and implemented to achieve IT enablement of complete workflow of a Sub- Registrar Office in Odisha. This web based application is designed & developed to enhance the productivity of department by reducing inherent delays in registering a deed. • e-Registration is successfully operationalized across all 177 Sub Registrar Offices in the State. The PPP project with Capital Expenditure of Rs 28 Crores and Operational Expenditure of approx Rs 35 Crores is widely perceived as the role model for implementing similar projects across the country. • A team of 400 plus resources deployed across 177 locations is responsible for smooth operationalization of the project. Objective of e-Registration: • Secure, error-free and simple registration process. • Transparency and accountability in registration of deeds. • Issue of Encumbrance Certificates in one visit/online. • Providing the Certified copy of documents in one visit/online. • Automated property valuation based on benchmark valuation configuration.
Features of e-Registration Application: • Centralized and Web based application software encompassing all 64 kinds of deeds. • All types of deed registration facility as per the Registration Act and Rules. • Automatic Valuation through Benchmark Valuation Configuration. • Integration with Land Records. • Biometric based authentication for login. • Capturing Biometric / capturing photograph & matching thereafter. • Data Archival in compressed format. • Integration of Deed with Agreement and Power of Attorney. • Important Checks like SC/ST Land Sale, under valuation, workflow management etc. • Generation of Various online queries and reports. • Issue of EC and CC.
Key Features of e-dhaRani: • Benchmark Valuation configuration of more than 5 crore plots & automated property valuation. • Capturing of Digital Photo and Biometric Fingerprints of parties (executants & claimants) and identifier • Maintenance of all records in integrated digital form in a central repository – First time in the Country. • SMS Intimation. • Capacity Building of Govt. Employees. • Digitization of Legacy Records (Registered Deeds) of last 14 Years. • STQC Certification for Security. • Issuance of online Certified Copy of registered documents & Encumbrance Certificates. • Automated Transmission of Form No- 3 from DSR/SR to concerned Tahasil office for initiation of Mutation cases.
SAMS: • Student Academic Management System (SAMS) is an integrated academic management System provides a common platform for all college admissions across the State through e-Admission and several services to students in the colleges after admission also through e-Administration for last six years in a self sustainable mode. • SAMS covers all Junior colleges ranging to 1454 located in 30 Districts of the State covering all Subdivisions (58) and all other Block HQs. It also includes 705 Degree colleges of the state for +3 admissions.. • SAMS had received Gold category award in 16th National e-Gov conference ‘2013 CSI-Nihilent Award in 2014 and also in this Express event.
OSWAS: • Odisha Secretariat Workflow Automation System (OSWAS) Application is an intranet solution which is deployed in an integrated manner across all the departments of the Secretariat including offices outside the Sachivalaya Building. • OSWAS intended to automate the work flow of the Government departments and the application is having facilities of creation, movement, tracking and closure of files of various department including CMO. • Odisha State Secretariat comprises of 39 Departments and there are approximately 4000 users including officers, middle level staff and other ministerial staff.
e- District • Odisha was identified as one of the 16 pilot States • Ganjam & Mayurbhanj were taken as the pilot districts • Implementation of the project started in January-2010 • e-District Application went live successfully on 5th September 2011 in Ganjam and on 18th December 2011 in Mayurbhanj. • Manual issuance of certificates in these pilot Districts has been stopped since June-2012
Sample Certificate Copy Photograph 1D Barcode 2D Barcode Digital Signature Security Note
Citizen Kiosk Operator DA RI Logs into e-District portal, verifies the application, gives his/her remarks and sends back the application to Tahsildar Logs into e-District portal, views the application, gives his/her remarks and forwards to Tahsildar Logs into e-District portal Fills up online form , & forwards it to the concerned authority Goes to Kiosk, establishes identity & makes service request Kiosk Operator Logs into e-District portal, retrieves the digitally signed document, prints it and handover to citizen Process Flow Processing Tahsildar Logs into e-District portal, views the application and remarks of DA and forwards to RI,. After getting report from RI, approves /rejects using Digital Signature Application Filing Delivery
Security & other features of output… • The certificates are issued using Digital Signature of the officer • It has 1D bar codeand 2D bar codesecurity features. • Real-time update through SMS to citizen • After the certificate is issued, the information regarding issue of certificate is hosted in the website for public view • One time capture of applicant’s information (Unique Applicant ID); many time use • Biometric Login for officials • FIFO principle used for processing applications
Legal Recognition • As per Section-4 Chapter-III of Information Technology Act-2000, electronics records are legally recognized. • As per Section-5 Chapter-III of Information Technology Act-2000 Legal Recognition of Digital signature is followed in e-District Delivery Certificate • As per Section-6 – a (1,2,3,4) of Information Technology Amendment Act-2008, the Delivery of Certificate through CSC/KISOK is followed in e-District. • The draft Odisha Electronic Service Delivery Rule has been prepared and cabinet approval will be obtained soon for smooth rollout of all e-Governance Services
e-Despatch: • The Objective of e-Despatch is to ensure instant communication of the Government letters without making any changes to the Government rules as laid down in the Records Manual. • All departments of Government of Odisha is using this application and transaction in tune of more than 1 lakh every year. • 400+ training and re-training programs for more than 20,000 Govt. employees have been carried out from the date of project implementation.
i3MS: • i3MS (Integrated Minerals and Mines Management System) is an attempt to bring transparency to the Mining process and plug all gaps in administration to ensure law & order and transparent business activity. • It takes care of the issues in mining like non-unified backend support at field offices to track instant mineral consumption, Mineral Sale value to determine Mineral Market Value, Permitted Production vs. Actual Production etc • The overall objective was to have an ERP system for Government where in all the Associated Government Departments /Agencies will have a single access to information pertaining to mining by usage of ICT.
iOTMS/IFMS: • iOTMS is a comprehensive treasury management software comprising of various sub-systems and corresponding modules to cater to the requirements of Treasury/Sub-treasury operations, Consolidation of Accounts at Directorate of Treasuries and Allotment distribution from various departments including Finance Department and offices of the Controlling Officers. • iOTMS is the proud winner of the prestigious CSI-Nihilent e-Governance Award of Appreciation from Computer Society of India in 2010 -11
e-Procurement: • E-Procurement project started in 2008.Odisha is one of the first states in the Country with Tamil Nadu to start this initiative. • According to the World bank, The transparency score is as high as 4.27 (out of 5) in e-Procurement vs 0.2 in manual system. • Proud Winner of e-India Awards and Asian Development Department.
e-Municipality: • The Objective of e-Municipality is to improve the efficiency and effectiveness in the interaction between local Government and its citizens as well as other interest groups like NGOs, CBOs, RWAs, private sector, etc through electronic means. • e-Municipality Project is now implemented at 45 ULBs out of 106ULBs of Odisha. • Proud Winner of e-World Award 2011 and CSI-Nihilent Award 2013.
