LOKVANI (The Voice of Common Man)

1. LOKVANI(The Voice of Common Man) 28th November, 2006 at IIM Lucknow By Amod Kumar District Magistrate, Faizabad An e-effort to empower common man

2. Outline of presentation • Relevance of e-Governance for India • Demonstration & technicaldetails of Lokvani(WHAT?) 1. Front-end 2. Back-end • Process of implementation & administrative details (HOW?) • e-Governance issues

3. Our President’s vision Developed Country by 2020

4. India can’t be a Developed Country if It is not e-Governed

5. Why?

6. Large Population

7. Wide Spread Corruption

8. Implementing RTI Act 2005 is impossible without e-Governance.

9. Slow & lethargic bureaucracy

10. Long decision time

11. Can we be e-Governed nation?

12. Yes

13. Our Past Successes • Bhoomi • Railway Reservation System • Banks • E-Seva

14. Bhoomi

15. Railways

16. Banks

17. Our Role Models • Computerized railway reservation system • Bhoomi, Karnataka

18. What is Lokvani? Lokvani is an Internet kiosk based G2C interface for providing variousinformation and public grievance redressalin a transparent, accountable and time-bound manner by forging effectivePublic-Private Partnership (PPP)

19. Welcome to LOKVANI… www.sitapur.nic.in/lokvani

20. Public Grievance Redressal -Existing System Senior Officers ? Departmental officers Field level officers/employees Common man

21. Public grievance redressal-Lokvani System DM office Lokvani Server Concerned Department Third Party, Lokvani Kiosk customer

22. Lokvani & RTI Act… Online request Govt. office Customer request Lokvani kiosk scan Scanned online copy online online forwarded Hard copy Hard copy NIC DM Office Dispute resolution

23. Lokvani & Single Window Kenrda Govt. office customer request forwarded Single Window Kendra Certificate issued in time certificate

24. Typical Lokvani kiosk…

25. Average Income of Kiosks (from single service)

26. Viability of the Kiosk…

27. Viability of the Kiosk…

28. Viability of the Kiosk…

29. Proposed Services… • Online court cases, cause lists, judgements • Online Electoral Rolls • Vehicle Registration, Driving License • Payment of electricity bills, phone bills • Ration cards and allotment to qotedar. • Police thana computerization / networking connectivity • Tourist Related information • Daily rates of Fruits/ Vegetables/ Grains • Online pensioners info. / Installation of IVRS – SMS • Parivar register Database (Rural & Urban) • All employees Database • University/ College info. (Seat Availability, Admission)

30. Proposed Services (Contd…) • Health info. (All Hospitals/ Nursing Homes/ Laboratories) • Recovery Certificates (R.C.s) • Industries info (Durry exporters etc.) • Registry of properties • Banking Services • Drinking Water facilities Database • Development from MP/MLA funds • Khasra and Jamabandi records • SC/ST tracker

31. Will it Sustain? • Kiosk operators are partners & motivators • Cost saving • Taste of convenience , no roll back • Public satisfaction • Most ignored group, feeling of regaining faith in administration

32. Strengths of Lokvani… • Transparency and accountability to complainant. • Complete transparency in all works / schemes / beneficiaries / selection / expenditure etc. • Compulsion to come to District / Tehsil Head Quarter avoided. • Effective monitoring of all complaints / grievances. • 24X7 services. • Monitoring of performance of district level officers is possible by senior officers at state headquarter.

33. Achievements… • More than 70,000 complaints registered and 68000 disposed off in about 20 months. • First successful e-Governance project in Uttar Pradesh • First District in country to provide On line Land records on Internet in Hindi. • Government of has come out with a G.O to implement Lokvani in all Districts of U.P

34. Uniqueness of Lokvani • First successful zero support based PPP model for kiosks in the country • Profit and competition can overcome power shortage, illiteracy, poverty, adverse socio-political conditions, lack of professional work culture • 70000 rural people using it in just one district • Going beyond just provision of services to make the govt. accountable and giving the citizen the right to answer

35. Awards… • Dataquest e- gov Champion Award-2006 • Winner of Golden Icon Award at National e-governance Conference-2006 • Won special mention (second place) in Public Administration category at Stockholm Challenge Awards 2006.

36. Awards (contd…) • Manthan Award for best e-Content in 2006 • Microsoft Award in e-governance Conference-2006 • Intelligent Enterprise Award from Indian Express

37. Constraints • Mindset of government functionaries • Lack of satisfaction of meeting personally with the officer • Enclosures cannot be attached with application • Possibility of fake complaints • Sustainability • Quality vs. Quantity

38. How we did it…?

39. How we did it Contd.

40. Lessons Learnt… • Better copy than reinvent the wheel • Seeing is believing • Team spirit (giving credit/appreciation/freedom) • Best is the enemy of good • Failure is the pillar of success • Socializing helps • No subsidies • No need to be a technocrat • PPP is must for sustainability • Strategy (calculated moves) • Use of media and politicians

41. Role Model

42. Our Vision

43. Road Ahead… Making kiosks a single window ATM for all citizen related government services of the state and central government.

44. What is e-Governance ?? There are innumerable definitions of e-Governance, but all are focussed on ….. Citizen & Good Governance In our view e-Governance is ... Utilizing the ICT Services as a highly effective enabling tool for Good Governance in the shortest time frame, and to empower citizens through knowledge and information.

45. Elements of e-Governance • Faith & Commitment • Outside looking-in approach from perspective of citizen, customers, partners & suppliers • Citizen empowerment & constant feedback • Re-design processes to create value proposition for customer & employees • Be prepared for change • Culture of sharing & teamwork • Support from outside – legislators, media, citizen A tool to deliver goods & services efficiently, interactively in the shortest possible time and lowest possible cost.

46. Challenges Simplification of Process & reforms in the way Government works Procedural Issues e-Governance Change Mgmt Issues Changing the mindset of people, their approach & attitude Technological Issues Hardware, Software, Networking, Platform, Integration Bringing speed, efficiency and transparency System Issues Change is a challenge, but no challenge is insurmountable.

47. e-Governance:Components of Success % % Luck Change management Technology % % Business Process Reengineering

48. Challenges of e-Governance in U.P • Computerization seen more as a publicity tool, a fashion than for any real purpose. Hence no people’s support for it. • Mindset of Government employees (fear of losing extra income). • More efforts for G2G than G2C, leading to no perceptible benefits to common people. • Infrastructure, power, and communication problems • Education, illiteracy

49. Whether you like it or not, you have no choice but to implement e-Governance.The only choice you have is to choose your favorite dish from a big menu…….

50. Some dishes…. • Police • Court work • R.C.s computerization • Integrated land management system • Monitoring of officers (MIS) • Unique citizen id • Election (GIS) • RTI • Blocks • Items of e-Seva • Birth to death approach