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e-Governance: Towards Service Delivery Reaching the grassroots

Elitex ‘07. e-Governance: Towards Service Delivery Reaching the grassroots. Neel Ratan Executive Director. Contents. Reaching the grassroots – Context. Implications. Needs Assessment. Use of Appropriate Technology. Capacity Building. Awareness and Change Management.

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e-Governance: Towards Service Delivery Reaching the grassroots

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  1. Elitex ‘07 e-Governance: Towards Service Delivery Reaching the grassroots Neel Ratan Executive Director

  2. Contents • Reaching the grassroots – Context Implications • Needs Assessment • Use of Appropriate Technology • Capacity Building • Awareness and Change Management

  3. Reaching the grassroots: Context

  4. Reaching the grassroots - Context • Requirements of Rural (grassroot) population can be very different from Urban • Basic Information Vs. Transactions • Bill Payment Vs. Copy of certificates • Passport Vs. Ration card • Filing of Statutory Returns Vs. Seeking benefits under Government Schemes • Strengthening Local Institutions using ICT • Awareness about ICT and what it can do? • Education Level and dependence on middlemen • Connectivity and Power Situation • O&M needs of technology deployed

  5. Reaching the grassroots: Implications

  6. Needs Assessment Does a project design take into account the needs assessment? • How many project designs actually take up primary research and focus group discussions at grassroot levels? – NGO is a credible – but should not be only option • Local Language • Content: focus on what is available Vs. locally relevant • Nature of Outcome • Is service level and time for service delivery most important? • Income generation • Education • Health Services

  7. Appropriate Technology Choosing an appropriate technology for grassroot deployment is important? Eg: RAX in Telecom • Choice of Technology: • Use of technology that requires little maintenance support • Aircondtioning requirement • Visual/Touch based rather than keyboard intensive • Power requirement and Solar Power – UPS does not get charged! • Technology Architecture • Centralized Management Vs. Decentralized deployment with best of breed databases requiring skilled manpower at local level

  8. Capacity Building • Capacity building at grassroot level has an added dimension • Users • Local administration staff and elected representatives • Capacity building focus can be on 2nd Generation • Would facilitate access of services for the entire households • Can help create income generation job opportunities

  9. Change Management • Awareness key to change management and off-take • Awareness as a distinct activity is not included in most projects • Creating awareness at grassroot level requires very different approach

  10. Thank You Neel Ratan, Executive Director & Leader e-Governance Practice neel.ratan@in.pwc.com © 2006 PricewaterhouseCoopers. All rights reserved. “PricewaterhouseCoopers”, a registered trademark, refers to PricewaterhouseCoopers Private Limited (a limited company in India) or, as the context requires, other member firms of PricewaterhouseCoopers International Limited, each of which is a separate and independent legal entity.

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