Governance, Good Governance and e-Governance

1. Governance, Good Governance and e-Governance

2. Agenda • Defining Governance • Good Governance – Citizen Centric Administration & Citizen Charter • e-Governance – key objectives, benefits & implementation • Challenges in e-Governance • Need for transformation in government

3. What is Governance? • Process of decision making • Process by which the decisions are implemented • Process of review & monitor • Process of control

4. What is governance?THE HOW PART • Governance comprise of: • Traditions • INSTITUTIONS and • Processes • That determines how: • Power is exercised • Citizens are given a voice • Decisions are made on issues of public concern

5. Objectives of the government A SYSTEMATIC EFFORT TO FOCUS ON THE COMMITMENTOF THE GOVERNMENT TOWARDS ITS CITIZENS IN RESPECT OF STANDARD OF SERVICES: • INFORMATION • CHOICE & CONSULTATION • NON-DISCRIMINATION & ASSESS ABILITY • GRIEVANCE REDRESSAL • COURTESY and • VALUE FOR TIME & MONEY

6. WHAT IS INFORMATION TECHNOLOGY ? DATA STORAGE DATA PROCESSING DATA TRANSFER

7. WHAT DOES INFORMATION TECHNOLOGY MEAN FOR A MANAGER ? IT MEANS FREEDOM FROM 1. PLACE 2. TIME and 3. PERSON

8. What is Good Governance? PEOPLE people people PEOPLE

9. Krishan Mohan

10. The Eight Attributes of Good Governance • Accountability Government institutions, elected and appointed representatives and the professional bureaucracy must be accountable to the public. Accountability requires transparency and the rule of law.

11. 2. Transparency The processes by which public institutions make and implement policy decisions and the law must be visible and accessible to the public, so the public can understand how and why decisions are made. As a general rule, the meetings and documents of public agencies should be open and available to the public.

12. 3. Rule of law The rule of law is what constrains arbitrary decision-making and arbitrary enforcement of existing laws and policies. The rule of law requires fair and just legal frameworks that are enforced impartially. It also requires an independent judiciary and impartial law enforcement officers.

13. 4. Responsive Public institutions and officials must be responsive to the needs of all stakeholders in the community in a timely and effective manner.

14. 5. Equitable and Inclusive All members of the community, but particularly its most vulnerable groups, must feel that they have a stake in its well-being and do not feel excluded.

15. 6. Effective and efficient Good governance means that public institutions produce policy outcomes that actually meet the needs of the community (good outcomes) and do so in an efficient manner given the resources available (cost-effective).

16. Participatory The participation of all members of society, particularly adults, in the governance process is an essential component of good governance. Participation may be direct or indirect (i.e., through elected representatives). Effective participation requires an informed and organized citizenry, which necessarily requires laws and institutions that protect freedom of expression and association.

17. 8. Consensus oriented Our society is composed of individuals who hold many different viewpoints and perspectives on issues of concern to the entire community. Good governance employs processes that make it possible for different interests to find common ground and to achieve as broad a consensus on issues as is possible

19. Citizen Centric Administration leads to Good Governance “It has been too much of Act, Act, Act.The time is for Action. More than doles, we need delivery. Good Governance is more than doles & includes development and delivery The rich can always buy the Government, but good governance is necessary for the poor. It is the poor who will suffer the most in the absence of good governance. The country does not need a ruler, it needs a servant” -NarendraModi

20. India’s Transformation The equation of India’s Transformation (IT) through citizen centric administration can be summarized in the form given below:- • Information Technology • Inspired Training and • Inner Transformation

21. 4 Pillars of Citizen Centric Administration Honesty, Integrity and transparency of service to the citizen Speedy and effective delivery of service Treating all citizens alike with empathy

22. Tools for implementing Citizen Centric Administration • Right to Information (RTI) Act • Technology Intervention through ICT • Right to Service (RTS) Act • Direct Benefits Transfer (DBT) • Inviting suggestions from citizens on government policies • Citizens holding service provider accountable (Public Grievance Redressal) • Active participation of citizen in decision making (Panchayti Raj/ Local Self Government)

23. Second Administrative Reforms Commission • Constituted on 31.08.05 The Commission recommended 152 suggestions • The Govt. of India published 15 Reports and the 12th Report deals with Citizen Centric Administration – The Heart of Governance

24. Citizen Charter – Tool for Public Service Delivery • It is a set of commitment made by a department regarding the standards of service which it delivers • But in most of the cases we have failed to provide the services offered to the Citizens

25. What is Citizen Centric Administration To ensure: • Transparency • Accountability • Timely service

26. RTPS ActsHighlights • Transparency- 1. Making public service delivery processes & procedures open and visible 2. Information to citizens on: i) Reasons [in writing] why an application is rejected or a service delayed or denied ii) Status of Applications

27. RTPS ActsHighlights • Accountability : 1. By identifying the responsible authorities within the system 2. Penalizing willful non-performance (Penalty amount is not less than Rs 250/- but not more than Rs 1000/-)

28. Timeliness RTPS ActsHighlights • Timeliness – Imposes a legally enforceable timeframe for : • service delivery (Cash incentive not more than Rs 1000/- and should be recorded in the Service Book) • addressing grievances through the mechanisms of Appeals and Reviews

29. Procedure for Access to Services (How) Application filling Application Submission Application Verification Application Accepted/Rejected With Reasons ApplicationProcessing Service Delivery

30. VICIOUS CYCLE High costs and poor citizen outcomes Government Services And The Vicious Cycle • Excessive delays • Several steps and multiple interactions • Less transparency • Poor quality of service • Complex and confusing at times Focus on adding further complexity to drive improvement (doing things better and faster) System Complexity Inefficient service delivery and high system costs Customers engage multiple times and do not receive the outcomes they need

31. Need for Transformation in Government Growing citizen and market expectations

32. VIRTUOUS CIRCLE Lower costs and improved customer outcomes Desired State Of Government Services • On time services • Increased convenience • Better transparency • Simple and easy to use • Requisite quality delivered • Lower cost Citizen receive ‘right first time’, tailored, sustainable outcomes Reduced system complexity Costs are minimised because system inefficiencies are stripped out

33. Technology - 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 • Empowerment of Citizens through access to information and transparency in service delivery • Reduction of corruption • Cost reduction and revenue growth for government • Improvement in compliance with government regulations

34. What is e-Government? • It is the transformation of government to provide Efficient, Convenient & Transparent Services to the Citizens & Businesses through Information & Communication Technologies • e-Government is the transformation of public sector internal and external relationship through Internet-enabled operations, information and communication technology in order to optimize government service delivery and governance. • e-Governance or ‘electronic governance’ is basically the application of Information and Communications Technology to the processes of Government functioning in order to bring about ‘Simple, Moral, Accountable, Responsive and Transparent’ (SMART) governance* paragraph 83, Report of the Working Group on Convergence and E-Governance for The Tenth Five Year Plan (2002-2007), Planning Commission, November, 2001

35. What is NOT e-Government ? e-Government is not about ‘e’ but about government ! e-Government is not about computers & Websites but about citizens & businesses! e-Government is not about translatingprocesses but about transformingprocesses !

37. e-Government & e-Governance • e-Government (Structure) • Transformation of Government • Modernization of processes & functions • Better delivery mechanisms • Citizens are recipients • e-Governance (Process) • A decisional process • Use of ICT for wider participation of citizens • Citizens are participants

38. Examples of G2C Services • Employment Services • Vehicle Registration • Driver’s License • Passport/Visa • Agriculture • Land Record • Property Registration • Marriage Certificates • Taxes • Utility Services • Municipality Services • School Admission • Scholarships • e-Learning • Examination Results • Pensions • Insurance • Health Care • Death Certificate • Birth Certificate • Health Care … from cradle to grave

39. Benefits to Citizens • Reduced transaction time and elapsed time • Less number of trips to Government offices • Expanded time window and convenient access • Reduced corruption-need for bribes, use of influence • Transparency-clarity on procedures/documents • Less uncertainty in estimating time needed • Fair deal and courteous treatment • Less error prone, reduced cost of recovery • Empowered to challenge action-greater accountability • Levy of use charges

40. Four Pillars Process People Technology Resources Good Governance e-Government e-Governance 4 Questions to be addressed WHAT do we want to Achieve ? HOW do we want to Implement ? WITH WHAT resources ? Citizens | Businesses | Government | Employees WHO will be responsible ? Transparency Accountability Responsiveness Efficiency Participation Connected Front End – Citizens/Businesses/Employees/Government interact with Government Back End– Working within Government

41. 20 % Technology 35 % Business Process Reengineering 40 % Change Management 5% Luck ! Enablers of e-Government Technology Process People

42. Government and Kind of Changes Ecosystem of Government Organizations

43. Change Levers Levers Of Change In Government Reforms There are three key levers of Change in Government reforms and initiatives

44. e-Governance and Change: Fundamental Change From Traditional Ways of Working

45. Moving From Physical Noting Files to e-Noting File & Workflow

46. Resulting Changes with e-Governance • Often creates redundancy of employees resulting in a fear of loss of jobs (that could be imaginary or real). • Changes work load, work profile and work content that forces the need for re-tooling and training. • Results in a loss of power and responsibility for some employees. • Alters accountability, reduces discretion and flexibility, and makes performance visible and possible to monitor. • Tends to flatten hierarchy by altering powers and authority vested in different levels.

47. Resulting Changes with e-Governance • Fear of the unknown (for instance, introduction of new technology and changes in procedures) introduces resistance. • Role of the intermediary between citizen and government is minimized. • Use and dependency on technology to deliver services. • Technical performance of the e-Government application in terms of poor access, lack of bandwidth, slow response, frequent break down and software problems can also create resistance.

48. Process optimization & role of information technology

49. Challenges in transformation projects including e-Governance Almost 92 % of the challenges in a transformation exercise are around people issues People • Lack of Participation, Ineffective • Communication • • Lack of ownership • • Limited endorsement / support • • Poor planning & Control Leadership 42% • Lack of involvement • • Lack of Readiness • • Lack of understanding • • Lack of strategic alignment Organizational & Cultural Issues This also means that even though process issues are sorted out people issues may still remain!! • Fear of Job loss/Change • • Inadequate Skill development/ • Training / Lack of resources • • Unclear Roles and Responsibilities • • Lack of user buy-in 27% User Issues 23% • Weak / inadequate processes • • Poor process alignment • • Faulty data Process Process Issues • Faulty data • • Integration Issues • • Configuration Issues • • Over complex technology Technology 4% Technology Issues 4%

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