POC for e-Governance

1. POC for e-Governance Enterprise Model & Quality Management for e-Governance at District Level: Citizen-centric Service Delivery System • Leveraging Web Application, SOA and Enterprise Architecture for Higher Efficiency and for Comprehensive Framework by D.N.Gupta Centre for Excellence in Governance, ISID

2. Part I

3. Critical Concerns • Lack of integrated view of services. • Automation of a few Services of a Department; and Partial Automationof Services do not improve the Efficiency much • There is no online service delivery at e-Kiosks • Services are not provided in the form of a package • Several Applications can not speak to one another: So far, the applications are developed in different platforms, which are not compatible to one another. …… resulting into very less number of e-services availed by citizens through e-Kiosks Source: based on Study in Rajasthan and AP

4. Part II Way Ahead • Need for • Comprehensive Framework and Solutions

5. Key to Success for e-Governance • Five Key Considerations • I. Package of Services to Citizens at e-Kiosks • Application for online service delivery • II. Integrated View of Services for Efficiency gain • ERP for integrating the Databases • III. Horizontal and Vertical Integration in Future • SOA and Web-services • IV. Citizen Management • Application for CRM • V. Support for Multiple Channels of Communication • Like IVRS, PDA, Mobile, Internet, Landline phone

6. E-Governance System Architecture State Data Centre ( SDC) DatabaseServer ApplicationServer WebServer Service Oriented Architecture (SOA)Web Services e-Service Provider (Tehsil) SWAN Internet firewall Online Services at e-Kiosks ERP for Government Office (Tehsil) Citizen Relationship Management (CRM) Knowledge Management (KM) Application on GIS Platform for Land Management Internet firewall Payment Gateway Government Gateway Mobile Phone Personal Digital Assistant (PDA) Interactive Voice Response System (IVRS) Personnel Computer (PC) Landline Telephone Citizens

7. Service Oriented Architecture (SOA) System Flow Chart for e-Governance at Tehsil in a District SOA and Web-services scope • For future add-ons • For horizontal integration • For vertical integration D A T A B A S E S DatabaseServer WebServer ApplicationServer Relief Management Internal Processes Management Land Data Management RTI Certificates Revenue Court Recovery of Govt. dues • Disaster monitoring • MIS • Stock management • Work flow management • Relief distribution • Caste • Income • Domicile • Any other Certificate • e-filing • Work flow management • Status of dates • MIS • Registration • Mutation and updation of records on GIS platform • Land Acquisition • Information about various services • Records • HR • Finance and accounts • e-filing • Work flow management • Status of dates • MIS • Digitised Legacy Data • Aggregation of Data with Time A P P L I C A T I O N S for • GIS land map • Registration • Mutation • Up gradation of Records (Maps and Tables) • Disaster Management and Relief Distribution • Land Acquisition • Search engines for Knowledge Management for: • - Acts • - Rules and procedures • - Case laws • - Reports • - Documentation • - Past records • - Information dissemination • Supporting Multiple Channels (IVRS, PDA, Mobile, Landline, PC) • Online submission of Application, tracking of Application • Classification of grievances • Customer help • Queries on GIS-based maps • MIS for decision-making at higher levels • Payment options • Submission of application • Work flow management (end-to-end solution) • Tracking of application • Payment options • Complete data security • (Digital Signature, Biometrics) • Online service delivery • Integrated services to citizens • Internal processes • Integration of all the databases • Complete MIS for effective monitoring Citizens Application on GIS Platform (for Land Management) Knowledge Management Online Services at e-Kiosks ERP for Government Office (Tehsil) Citizen Relationship Management (CRM) Government Gateway Payment Gateway Internet firewall Interactive Voice Response System (IVRS) Personnel Computer (PC) Landline Telephone Mobile Phone Personal Digital Assistant (PDA)

8. Technologies / Standards • Enterprise Solution (for unified view of services and functions) • ERP Application for Tehsil covering all the processes and integration of all the Databases; and alsoCRM and Knowledge Management B. Service Oriented Architecture (SOA) and Web-based Solution • for Future Horizontal and Vertical Integration C. GIS: As regards the land management system, it is envisaged to work on GIS Platform, and to develop IT Application for updation of records on GIS maps • Multiple Communication Channels • IT Application that will be developed will take into consideration multiple communication channels (like IVRS, PDA, Mobile, Internet, Landline phone) in order to provide convenience to citizens.

9. Key Deliverables • Application for Online service delivery at e-Kiosks(SOA and Web-enabled Services) (through complete BPR, security of data and change management). Also, it will include: online submission of Application, tracking of Application, payment options and so on. • SOA and Web-enabled Services for future Horizontal and Vertical Integration II. Enterprise Application: ERP for Tehsil covering all the processes (internal functioning and external service delivery) and integration of all the Databases • III. IT Application for Citizen Relationship Management (CRM): encompassing multiple delivery channels (like IVRS, PDA, Mobile, Internet, Landline phone). Among others, it will include: online submission of Application, tracking of Application, classification of grievances, information dissemination, queries on GIS-based maps, customer help, MIS for decision-making at higher levels, payment options and so on. • Application on GIS Platform: A. For Land Management (Registration, Mutation, and updation of records (in Tables and Maps) ; and, B. Disaster Management and Relief Distribution • Technical Document for Sustainability, Replicability and Scalability (covering BPR, Change Management and Capacity Building Plan, includingnecessary guidelines / measures that are needed for bringing changes in the Acts / rules.

10. Key Parameters for Comparison: Partial Automation vs Full Automation (with ERP and CRM) in a Tehsil (in a Year) • Note: Figures are Approximate • * Total Number of Services in a Year: 22,000. All Services [ROR, Certificates (Caste , Income, Domicile), Court matter, Registration, Mutation, Relief matter, RTI, Misc. 10

11. How Pilot Project will add Value • Unified Services of the Department • Project’s attempt is: Complete reengineering of Systems and Processes to give unified view of ALL services in the Department for effective control and efficient delivery of services at e-Kiosks in a District II. Template for Replication • The Applications (for i. on line service delivery; ii.ERP; iv. CRM; and iv. Knowledge Management) so developed will provide Template, and with some customization, these can be replicated for other Departments at District Level III. Proof of Concept (POC): for Horizontal and Vertical Integration • By developing Proof of Concept (POC), Project will provide Comprehensive Framework and Solutions for Horizontal and Vertical Integration of Services of other Departmentsin the District IV. Synergy • It will synergize with the on going efforts being made under e-Governance

12. Thank You