Prakash Kumar Director, Internet Business Solutions Group Cisco

1. Citizen Services: Solving Accessibility Problems Prakash Kumar Director, Internet Business Solutions Group Cisco 3:30 to 4:00 pm on 18-Feb-2013

2. Agenda • Overview of citizen & e-gov services at national and state level • Challenges in making citizen services available in an ubiquitous fashion to users/stakeholders • Solutions and ideas that could help improve delivery of citizen & e-gov services • Next Steps

3. Citizen Services are normally provided like this

4. Improving Service Delivery • Making them electronic which can be accessed 24X7 from any where on any device (compared to over the counter 4 to 6 hrs a day; 5 days a week) • NeGP was designed with this vision having 3 basic building blocks: • ICT Infra (SWAN, SDC, CSC); • Mission Mode Projects; and • Core Policies . • Infrastructure has progressed much more quickly than e-enablement of services.

5. * Pre-NeGP phase of these projects are operational now.* *Implementation has started although formal scheme approval is still to be processed. (SFC approval taken for specific phases) NeGP Implementation Status

6. E-Service Delivery E-Transactions in Nov 2012 (10.3 Crores)

7. Number of e-transactions per 100 persons National Average 8.6 transactions per 100 persons

8. Challenges in making citizen services available in an ubiquitous fashion to users/stakeholders

9. NeGP: Bottlenecks Water Tank (SDC) Water Tank Needs water (Services) Water Supply Network (SWAN) Service Delivery point (CSC)

10. Challenges in making citizen services available in an ubiquitous fashion to users/stakeholders • Slow rollout of applications by state government departments on account of • Non-availability of expertise with States to handle such large scale procurements and application development initiatives. • Elaborate procurement process to be followed • These do not get right priority they deserve from leaders of line departments • “All states, all departments go it alone” model does not work

11. The way out Option 1 • Individual states reach agreements with each other to offer services to each other and/or share services. • Series of “bilateral” agreements, eg. one state choosing to purchase services from another state that has already developed these services. • Could be done between SDAs (State Designated Agencies) on behalf of the States. Has not happened • Ego factor • Direct purchase from private developer of application is not feasible as price discovery cannot take place • Even State Designated Agencies (SDAs) have not been able to do this job.

12. The Way Out Option 2 Governments across India (central and state) agree to cooperate on a shared vision for ICT infrastructure and services, and adopting an “all of government” services (cloud) vision with a strategy to migrate towards a shared private cloud environment over time, facilitated by a suitable framework. • Cloud based services provided by Application owner State : Has not happened • Politically not feasible • States find it difficult to run the services for their own constituents. Providing to others is a tall task, even thru State Designated Agency. • Cloud based services provided by a third party which does customization, BPR, handholding etc. in addition to cloud based service delivery

13. NTPC NHPC NPCIL Power Grid Thermal State C State B State A Hydel

14. NSDL (Sarathi) NPCI (GST) CRIS (e-Panchayat) SWAN State A State C State B Land Records Prop Regn Agri Prop Regn Land Record HIMS Health Treasury Fin

15. Cloud Based Service Delivery Option 2B: Third Party buys the successful Applications and provides them as Cloud based service to other States. • Feasible provided following are taken care of • Applications are white labelled • There are 3 or 4 such parties for competition and price discovery • Government has substantial stake in the Third party. • This mechanism is approved by the government (central as well as state governments).

16. e-Gov Service Delivery thru NIUs • Provisioning of “Application as a Service” (either by configuring/customizing applications from other states or developing new ones with required local language interface), • Provisioning of Compute and Storage • Training of staff • Deployment at all field offices • Help procure HW for field offices, if required • At a later date can manage ICT infra of state like SWAN/SDC etc.

17. Who could be the Third Party?National Information Utility (as per TAGUP report) • Ownership: Total private ownership should be at least 51%. No single private entity should own more than 25% of the shares in an NIU. The ownership share of the Government in an NIU should be at least 26% • Institutions that have a direct conflict of interest (eg. Software companies which have developed applications running in states or would do so for the NIU) should not be permitted to be shareholders. • Management: NIUs should be dispersed-shareholding corporations with a professional management team who are not owners. • Dividend Payout: The articles of association of the NIU may include a cap on dividend payouts, to ensure that the incentives of the owners do not drive it towards profit maximization • Net Worth: The NIU should preferably have a net worth of Rs. 100 Crores. This will ensure that it is well-capitalized, can hire the best people at competitive salaries, and invest adequately in infrastructure, so that it can manage large-scale projects. The initial funding may come from DIT as seed money. • Financing: The NIU should be capable of self-financing its operations and providing for its sustenance in the near future. The NIU must not maximise profit or valuation. • Manpower: Salaries of employees should not be linked to profits. The salaries should be competitive and market driven, to ensure that the best quality of people for the job can be hired.

18. Working Mechanism NIU 1 NIU 2 NIU 3 4th State (ex Karnataka) can choose one of the Apps based on cost, suitability etc. and deploy application faster without following “Design, Quote, Evaluate, Procure, Develop and Implement cycle”.

19. Post-Implementation Scenario (5th State chooses NIU3) • The NIU 3 Cloud administrator will determine if any additional hardware is needed to cater to the 5th State implementation, and procure it. • The installed hardware is discovered automatically by the Cloud Management Framework and added to the Cloud Resource Pool. • The Management Frameworks also provisions ions the 5th State instance with the required OS, Database, Middleware, Web Server and Application software. NIU 3

20. Software Infra Implications • Cost: will come down as same software infrastructure stack will be re-used for many states. The costs of software development for all states implementing the same project will get reduced considerably. • Enhanced agility and speed of rollouts. • Creation of building blocks which can be leveraged for other applications

21. Software Infra Implications • Over a Period of Time NIUs can Create Building Block of Codes • Faster deployment of new applications • More efficient use of hardware across several states

22. Management Implications • Seamless management of the Application Cloud • Speedy new deployments and dynamic resource allocation • Service orchestration layer is the “glue” that integrates the hardware layers to create a service for delivery. The Management Framework can employ a repository of “Gold Images” of the OS, DB, App Server and Web Server, which will be used to provision every new State instance of the shared Application.

23. Cloud Based Service Delivery will lead to • Rapid deployment of applications • Adoption of Standards • Inter-operability of data • Optimum usage of existing infrastructure

24. Thanks

25. How do We Measure Effectiveness of e-Service delivery: Number of e-Transactions • A transaction in delivering a public service which uses Information Technology (IT) to improve access, enhance transparency and reduce response time while also satisfying at least one of the following four conditions. • a. Service is requested through electronic means including mobile devices • b. Workflow/approval process is electronic • c. Database is electronic/digitised • d. Service delivery is electronic • Exception:e-Transactions in services which relate to mere exchange of information may not be counted as e-Transactions. For e.g. Display of static information, visits to a website etc.

26. Recommended Roadmap Create Enabling Environment • Finalize Vision • Get States on board • Create Empowered Body AMO & OMU Formation • Establish Charter Membership, Process & Tools • Define standards and Taxonomy Create 3 or 4 NIUs Infrastructure Adaptation • Either existing entities or • Incorporate new ones. • Inventorise existing applicable infrastructure assets • Rationalize and consolidate/ • expand Implementation and migration • Provider contracting • Define SLAs and KPIs • Migrate applications • Market and respond to Bids App Stores for Government • Easy to use applications • Email, PIS, Accounting, inventory management, e-office etc Operate and Manage • Monitoring, • administration, • provisioning, • change management