A PROJECT REPORT ON e-governance India

LokMitra Kendra

A SAD PROJECT REPORTON

LOKMITRA KENDRA

University Institute Of Information Technology Page 1

Submitted By Rohit Verma

(3042)

Supervised By

Dr. Neeraj Sharma

(Director UIIT)

Mr. Rajesh Chauhan

(Project Guide)

LokMitra Kendra

UNIVERSITY INSTITUTE OF INFORMATION TECHNOLOGYHIMACHAL PRADESH UNIVERSITY


LokMitra Kendra

CERTIFICATE

This is to certify that the project entitled “LOKMITRA KENDRA”,

aimed at “Project Purpose” was worked upon by the following

individuals under my supervision at UIIT labs in University

Institute of Information Technology.

1.) Rohit Verma (3042) Team Leader2.) Sunny Kumar (3001)3.) Prashant Aggrawal (3047)

It is certified that this is a System Analysis and Design project

done by the team and has been submitted for their degree

curriculum.


LokMitra Kendra

Dr. Neeraj SharmaMr. Rajesh Chauhan

Director UIIT(System administrator and project guide)

ACKNOWLEDGEMENT

We are indebted to all those who, helped us in this project.

Firstly, we are thankful to Dr. Neeraj Sharma, Director UIIT, to

guide and encourage us to accomplish this project and to give

their valuable time, suggestions and blessings that gave us the

motivation to work on this project. We also thank our project

guide Mr. Rajesh Chauhan, System Administrator UIIT, for the

framework and the project scheduling guidelines he has provided

and helped us following those for doing this project. We are also

thankful to GNG Group Shimla and DIT (Department Of IT Govt. of

Himachal Pradesh) for providing us the valuable information

related to system analysis and design of LokMitra Project. We

thank Mr. Sunil Thakur (VLE Chayli) for providing the team with

the working knowledge of the Project and helping to understand

the role of various agencies and users.


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PREFACE

E-Governance is slowly becoming a buzzword in corridors the

power. What actually is e-governance? Simply stated, use of

Information and Communication Technology in the field of

governance may be termed as E-governance. It has radically

redefined the way government provides the service to the

citizens, businesses and other arms of government using the

following delivery models

Government to Citizens (G2C)

Government to Business (G2B)

Government to Government (G2G)

Government to Employees (G2E)

E-governance helps simplify processes and make access to

government information easier. The other anticipated benefits of

e-governance include efficiency in service, improvement in

service delivery, standardization of services, better

accessibility of services and more transparency and

accountability. It is convenient and cost effective Government

also in terms of data storage and access to stored data.


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ECECUTIVE SUMMERY OF THE PROJECT

In the last two decades, the Government of India (GOI) and many

State Governments have initiated several e-Governance projects

many of which have brought about significant changes in the way

the concerned Departments and Agencies had conducted their

business in the past. E-governance initiatives at state,

district, block as well as village level are creating channels

for government to citizen-centric services, enable government

rural schemes, provides access to information and enhance its

overall governance and service delivery. The e-governance in

India is now moving to next phase of ICT led govt. reforms and

PPP is an important enabler to realize the vision of the

transform


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IMPLEMENTATION FRAMEWORK

Himachal Pradesh Government

is the driver for policy, regulatory and other relevant changes

for implementing the scheme. The government will also extend its

services through CSCs and provide necessary Infrastructure and

other support to the SDA and Private partners.

State Designated Agency

SITEG under the aegis of DIT has been appointed the nodal agency

for executing the project in a PPP mode. It will facilitate e-

readiness of the state. Facilitate integration of Government

services into the CSC scheme. The SDA will also facilitate

training, capacity building and awareness about the scheme.

Service Centre Agency

SCA is the prime driver of CSC implementation and are selected as

partners of the government for implementation of CSC Scheme in

the state through a bidding process. The SCA will identify CSC


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locations, select Village Level Entrepreneurs, train them,

aggregate services and build a supply chain to facilitate

services at the village level.

Village Level Entrepreneur

VLE is the key to the success of the CSC operations. While

content and services are important, it is the VLE’s

entrepreneurial ability that would ensure CSC sustainability. A

good VLE is expected to have some financial strength,

entrepreneurial ability, strong social commitment as well as

respect within the community. The quality of service at the CSCs

would depend a great deal on the quality of VLEs. Selection and

proper training of the VLE, therefore would play a vital role in

making the CSC Scheme a success.

National Level Service Agency

NLSA will provide program management support to DIT and SDA for

rolling out the CSC Scheme. It will also provide strategic inputs

to all stakeholders for effectively managing the scheme. Also it

will enable DIT to review the progress of the scheme and to take

appropriate timely correctively measures.

Revenue Support

As partners of the Government the SCAs will be provided revenue

support as accepted by the SDA through a bidding process. This


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will help make the operations of CSC viable for the SCAs and

hence lead to successful implementation of the scheme.

ISSUES AND CHALLENGES

The challenge is not about setting up IT Infrastructure or

providing access to content and services to rural villagers. The

challenge is to build a sustainable business model that emerges

out of the developmental needs of the rural population of India

through:

focused collaborative efforts of various

stakeholders

a non-exclusive, transparent and professionally

managed process

KEY RECOMMENDATION FROM STUDY

The project will be based on an integrated functioning of

multiple stakeholders and an efficient system of management so

that the services to the end user are delivered appropriately,

accurately and in the least possible time. There are therefore

well defined roles and responsibilities for all stakeholder

linked in this service chain, which will be increasingly better

defined with the operation of the project.


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Basic Process flow

for Lok Mitra Kendra


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CONTENTS

INTRODUCTION …………………………………………………………..10

INITIAL IVESTIGATION STUDY

…..........................................................13

OBJECTIVES OF THE STUDY ……………………………………………17

NEDD AND SIGNIFICANCE OF THE STUDY

….....................................28

SCOPE OF THE STUDY …………………………………………………...30

TECHNOLOGY USED …………………………………………………….31

H/W & S/W REQUIREMENTS …………………………………………….33

FEASIBILITY OF PROJECT ………………………………………………35

DETAILED DESIGN …………………………………………..…………..41

DFDs OF EXISTING SYSTEM ……………………………………………48

DFDs OF THE PROPOSED SYSTEM …………………………………….51

E-R DIAGRAMS OF EXISTING/NEW SYSTEM ……………………….55

INPUT PROCESS OUTPUT DIAGRAM …………………………………59

FUTURE SCOPE OF THE PROJECT ……………………………………..62

CONCLUSION ……………………………………………………………..63


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VARIOUS ANNEXURES …………………………………………………66

1. INTRODUCTION

India’s enormity, diversity and distinctive cultural fabric have

combined to present the country’s government with unique

challenges. How does the world’s largest democracy reach citizens

across geographic, linguistic and administrative lines in a cost

effective way? More specifically, how does the Indian Government

provide services to citizens while including them in the

governing process? The answer, most certainly, centers on

electronic delivery of services and citizen interactions with

government officials. It is providing government services to

remote villages via Community Service Centers, or interacting

with citizens on mobile phones. This is e-governance, which

provides the potential to reach India’s remote villages with

government services and information as never before, and as a by-

product, to simplify cumbersome governmental processes

The Indian Government’s National e-Governance Plan aims, among

other things, to “make all government services accessible to the

common man in his locality through common service delivery

outlets.” It was clear at the Conference that the plan has

achieved some success through a number of pilot projects.


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However, it was also evident that government alone cannot ensure

“efficiency, transparency and reliability of such services at

affordable costs.” The private sector needs to engage in e-

governance and play a role in expanding access across India.

Thus, as the following report details, the Conference recommended

greater attention to public-private partnerships, policy reform

and infrastructural changes as ways to deliver more efficient and

effective e-governance across India.

1.1) India’s National E-governance Plan

The National Informatics Centre (NIC), a part of the Government

of India’s Department of Information Technology (DIT), was setup

in 1977. Its mandate was to develop information systems for

government in the centre and states to assist with planning,

monitoring and decision-making. The mandate also included setting

up a nationwide communications network to enable effective

sharing of information among government staff. The NIC was

responsible for evolving standards for data collection, sharing

and processing. In the last decade or so, there have been several

important initiatives to leverage ICTs to deliver government

services to citizens. The initial focus was to use ICTs in small

towns or rural areas to enable them to claim their entitlements—

such as government allowances, and subsidies to disadvantaged

com.

1.2) Highlights of the National e-Governance Plan (NeGP)


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In 2006, India launched its new National e-Governance Plan. It

dealt with issues of political ownership, continuity of

authority, resources, scale and scope, and a framework for

engagement with state governments. At the core of the NeGP is the

creation of service delivery points or Common Service Centres

(CSCs) within a 2km radius of all citizens across India. The

government is collaborating with several private sector players

during the years 2009-1010 to set up over 100,000 CSCs equipped

with appropriate ICTs equipment and connectivity. The goal is to

make all government services available through the CSCs to

“ensure efficiency, transparency, and reliability of such

services at affordable cost to meet basic needs”.

When fully implemented, CSCs will provide assisted access to

government services including employment, taxation, registration

of companies, pension records, land and property records, police,

courts, municipal services, access to records and services of

Gram Panchayats(or village councils) and many more services.

The State Wide Area Networks (SWAN) and State Data Centres(SDC)

complement the CSC’s delivery infrastructure. SWANs in each state

will connect state headquarters to each block (typically a

cluster of 50 villages). SDCs will provide secure storage of

government and citizen data and applications by employing

appropriate technologies including those for disaster recovery

and support for remote maintenance and management

1.3) LOKMITRA-KENDRA


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The Common Service Centre (CSC) scheme popularly known as

Lokmitra Kendra project in Himachal Pradesh aims to establish

3366 e-Governance centres at Panchayat level in the state. The

scheme, as approved by the Government of India, envisions CSCs as

the front-end delivery points for Government, private and social

sector services to rural citizens of India, in an integrated

manner.

The centres are being established under the Public Private

Partnership (PPP) mode thus leveraging the support of various

stakeholders such as State Governments, local bodies, opinion

makers and agencies/ institutions involved or having interest,

commercial or otherwise, in rural areas/ markets.

It is a kiosk based self-sustainable e-governance solution for

providing transparent, accountable and responsive administration

for grievance handling, land record management and an eclectic

mixture of essential Services. The model has been showcased as

one of the most successful, popular and influential e-governance

solutions. LOKMITRA is a public private partnership program which

gives citizens an opportunity to interact with the government

without coming to any government office. It is an example of a

highly cost-efficient, economically self-reliant and user

financed community network.


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2. INITIAL INVESTIGATION STUDY

2.1) METHOD OF DATA COLLECTION:

The data for the study was collected during the summer project

period. The research instruments

evolved over a period of time after and initial observation

period in which an attempt was made to understand the various

processes operating in the process of governance from the

secretariat levels to the village levels.


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2.1.1) On site-Observations : The field visits up to the tahsil

and village levels gave insights into the village level

administration.

2.1.2) Review Documents : An attempt was made to identify

archival and other sources of data. It became apparent in due

course of time that archival data, particularly with reference to

reports, government orders, minute proceedings was difficult to

locate and in case located officials were not willing to share

it. Also, the official documents which team was able to get hold

were so much comprehensive and detailed but in the slightest

manner did not reflect the dynamics of what was on the play on

ground.

2.1.3) Interviews : Thus long unstructured interviews and

discussions was the only source of insight into the processes

that are operational in reality. Team also tried to participate

in certain meetings of the district officials to gain an insight

of how the things functioned, as the otherwise available reports

were very tersely worded, indicating the agenda and result only,

rather than the intermediate dynamics. Information technology

departments is in charge of the e-governance projects which on

regular basis are circulated among the departments, but the

officials in other departments very rarely open to these

circulars. The engineering departments and technology related

departments are something out of place when it comes to district

administration. The district administration revolves around the

departments related to law and order, board of revenues, and


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development officers, primary education etc. Thus not a surprise

that relationships between the these functionaries at district

level say and District administration is never written about in

contrast to a plethora of literature on relationships between

district magistrates and police. Thus it was most fruitful

approach to obtain the various perceptions of various members in

these organizations.

2.2) RESULTS OF PRELIMINARY STUDY

2.2.1)Bottlenecks/pain points in the current procurement process

The current procurement process is cumbersome & time consuming.

There is no uniform process or documentation for procurement by

different departments in the state.

“Left hand Does not know what the Right hand is doing.”

Departments are not aware of the suppliers of different goods and

services. There is no directory of suppliers.

The history of suppliers w.r.t their business profile, experience

and credibility. is not available .

There is no standardization of goods and services being procured

by different government departments.

Lack of capacity in different departments to carry out

procurement process.

Training in procurement process is lacking.

There is no proper system for reaching the perspective suppliers.

Publicity procedures and methods are inadequate.


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Terms and conditions are not realistic.

There is no system to insulate the procurement process from

different interferences.

Lack of transparency.

Cartel Formation

There is no process to reject even if found unjustified.

True competition is lacking in existing procurement process.

There is no standardized system of inspection and making payment.

There is no centralized quality assurance agency or mechanism to

check quality of procured goods and services.

2.2.2) NEED

Himachal Pradesh is a State with 55,673 square KMs of area and

68,56,509 population. 90% of the population lives in rural areas

as per Census 2011. The offices of Deputy Commissioner,

Departmental heads are situated at the district headquarters and

sub-division or block level officers/officials are available at

sub-div/block headquarters. The geographical terrain is difficult

and people have to travel long distances in connection with any

official work. The topography is such that travelling is not only

time consuming but very expensive too. To overcome this obstacle

and to provide the rural masses with the benefits of Information

Technology at their doorstep CSC scheme was implemented.

Information , Infrastructure and Services are three essential

resources necessary for rural development.


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Access to information with relevant infrastructure, end to endservices allow rural population to enhance their quality oflife.

Enabling access to a large number of e-governance services like

education, health, agriculture information, social and financial

inclusion would leads to a solid foundation for economic

prosperity of rural India.

2.2.3) Methods for improvement

A committee headed by Chief Secretary and comprising of all HODs

of major procuring departments be constituted to monitor the

progress.

A programme management unit (PMU) comprising of well experienced

experts in the field of technology, HR & change management,

procurement, general administration & finance and contract

management be set up.

At least two officers from each procuring department be given

extensive training in some reputed institute for at least 3-4

months to make them resource persons e-procurement process.

A committee be constituted for standardization of quality of

goods/commodities. The committee should take into consideration

the standardization exercise done by DGS&D, AP & Karnataka.

HSN (Harmonized system of numbering), SIC (Standard industrial

classification), GLN (global location numbering) systems be

studied for Standardization of numbering system for State.


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E-procurement process should be same for whole Government and all

procuring departments.

Criteria for evaluation should be standardized.

Procurement plan of all the departments should be available on

the web site.

We should have centralized/identified testing labs/institutes for

quality assurance.

Directory of quality assurance labs/institutes should be

available on the web.

There should be independent agency to draw samples of procured

items and get it tested.

Standardization of evaluation process.

Timely and online payments.

SOP (standing operating procedure) should be drawn for

procurement procedure/process for all procuring departments to

follow, throughout the state, uniformly


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3. OBJECTIVES OF THE STUDY

3.1) STUDY OF DATABASES

The following table gives the current usage pattern, which

includes the proportion of households using different services,

the mean number of visits to access the services and the

associated mean transport costs of attaining those services. The

total number of respondents in HP is 999.

Himachal

Pradesh is a rich state in terms of horticultural produce, and

the percentage of respondents who have said that they are

presently using horticulture-related services (stated asUniversity Institute Of Information Technology Page 23

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agriculture related services in Table 2.3) is high. The mean

number of visits to procure seeds, fertilizers and insecticides

and pesticides is low as horticultural yields take place many

times as a result of single plantation. Also other shade-bearing

crops like ginger etc. that are sown need not require many visits

for crop procurements or nourishment. The mean average transport

cost is high as compared to the number of visits, as the state is

hilly and the terrain undulating.

There are less higher secondary and college going children

compared to primary and secondary schools, where the usage is

much higher. This is due to the fact that each and every nodal

village has a primary school either within the village or within

a radius of 1-2 km from the village. The mean number of visits is

an indication of the number of days of schooling attended. This

is very low for Himachal showing that the absenteeism rate among

school children is high. Transport cost for primary education

and secondary education is low, which corroborates the fact that

the schools are situated close by. As is expected, the transport

cost for higher secondary education and college services is high,

as these institutions are situated farther away from the

villages.

Other most commonest forms of availed services comprises of

download of mark sheets and forms; photocopying; digital

photography and ticketing (This is due to the fact that there is


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medium migration from Himachal Pradesh to neighboring states like

Delhi, Haryana, Punjab).


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Table 3.1: Average number of visits for availing different

private services and average transport cost

Services Valid N % of N Mean

number of

trips

Annual Mean

Transport

Costs

Procurement of

agricultural seeds 803 80 3 70

Procurement of

agricultural fertilizers 854 85 3 60

Procurement of

agricultural insecticides

& pesticides 473 47 4 104

Agricultural inputs -

information 5 0 5 55

Agricultural consultancy 5 0 1 813

Marketing facilities to

the farmers for their

produce 149 15 7 5902

Primary education classes 316 32 10 4


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number of

trips

Annual Mean

Transport

Costs

Secondary education

classes 229 23 13 29

Higher Secondary

education 157 16 10 103

College 92 9 9 261

Vocational education 8 1 8 98

Basic computer training 7 1 9 70

Tuition – primary school 4 0 17 0

Tuition – secondary

school 5 1 12 27

Tuition – Hr. Sec. school 3 0 20 24

Tuition – College 1 0 12 60

Download of Mark

sheets/Admission forms 29 3 4 57

Prescription for common

illnesses

(Fever/Cough/Diarrhoea,

etc.) 960 96 7 191


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number of

trips

Annual Mean

Transport

Costs

Prescription for

pregnancy, infant issues,

child diseases, etc. 42 4 7 256

Prescription for advanced

treatment for

TB/malaria/Pneumonia,

etc. 10 1 1 44

Prescription for advanced

treatment – for heart

diseases/cancer, etc. 8 1 26 22

Medical expenses – on

diagnostic tests (blood

reports, BP checking etc) 10 1 1 146

Retail banking services 5 0 11 346

Entertainment - movies 26 3 12 49

Information on Loans and

Insurance 3 0 1 6

Non-banking financial

services for loans/credit 3 0 4 78


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number of

trips

Annual Mean

Transport

Costs

All types of application

forms 19 2 6 61

Crop insurance

(Application and

payments) 1 0 1 11

Internet browsing and

email (includes

information search) 9 1 6 3

E-daak 3 0 1 1

Bio data Maker 37 4 3 57

Tickets - Rail/Road/Air 164 16 10 1083

Long distance Telephony

through internet ( ISD ) 60 6 15 43

Photocopying 365 37 2 25

Desk Top Printing (DTP)

services 6 1 1 11

Astrology 4 0 1 4

CD burning 3 0 65 0


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number of

trips

Annual Mean

Transport

Costs

Digital Photographs 432 43 2 33

Soil Testing 15 2 5 43

Land ownership

certificate 61 6 2 67

The government services which are most availed is the different

kinds of certificates, examination results and the payment of

utility bills and taxes. Cost on transport is high for such

services due to non-availability of public mode of transport.

Table 3.2: Average number of visits for availing different

government services and average transport cost


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Government Services

Services

No. of trips

to avail

service

Transport cost for

one round trip

N Mean N Mean

Certificates available at

GP (Birth/ Death

certificate) 65 2 65 3

Certificates available

outside GP

(Residency/caste/income/mar

riage/power of

attorney/unemployment/disab

ility certificate) 121 2 121 34

Examination results 54 1 54 14

New bus pass 0 0 0 0

Bus pass renewal 0 0 0 0

Application for Voters

ID/PAN card 1 2 1 23

Payment of taxes 4 1 4 34

Payment of utility

(electricity, telephone,

961 1 961 7


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Government Services

Services

No. of trips

to avail

service

Transport cost for

one round trip

N Mean N Mean

property tax, water bills)

The purpose of CSCs is to build a model that can build disposable

incomes while providing the world class services at affordable

costs. The following tables illustrates the need of the same with

the example from LOKMITRA project : Table 3.3

Services

Estimated

Coping Cost

of Service

Pre e-Gov

(Rs)

Estimated

Coping Cost of

Service Post

e-Gov (Rs)

Time

Taken

Pre e-

Gov

Time

Taken

Post e-

Gov

Electricity

Bill 20-30 10 3 hrs

15-30

min

Telephone

Bill 20 10 2 hrs

15-30

min

Land Record 200-300 10

2-3

days 1 hr

Information

About Govt.

Nil 10 N.A 10-20


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Schemes min

Result

Downloading N.A 10 N.A 5-10 min

Driving

License 300 80-100 15 days 3-4 hrs

License

Renewal 200 80-100 7 days 1 hr

Road Tax &

Vehicle

Registration 200-300 10

1-2

days 3-4 hrs

Birth & Death

Certificate 80-100 10

8-10

days 1-2 hrs


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The following Table gives the cumulative percentage of buyers who

are willing to buy a product/service at the best price. Given

Himachal Pradesh’s horticultural background, there is an overall

interest in the buying of horticultural procurements and

services.

The literacy rate of Himachal Pradesh is more than 64%. This fact

is manifested well in the fact that there is a strong present

enrollment in schools and a strong demand for services such as

tuitions and basic Computer Training.

Present demand for medical services is high across all categories

of households and there is a corresponding high willingness to

use the services if they are available at the kiosk. As per the

expenditure behaviour, the expenditure on all types of medical

treatment put together, is at a high value of 15% to the total

expenditure on household consumption items. The respondents

presently incur most of this expenditure after traveling to

nearby cities where only medical facilities exist. Rural health

infrastructure is poor and the resources are scanty. Thus, if the

kiosk is able to provide good telemedicine facilities, it should

be a hit amongst the local villagers.


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Most private services like download of forms and mark sheets, bio

data maker, ticketing, ISD, photocopying, digital photography, as

well as movies are also expected to be in reasonable demand as

CSC services. There is high demand for providing the services

related to land records, ration card, certificates, payment of

taxes and grievances also.


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Table 3.4 Total figure for usage, suggested price, mean no. of visits

for Himachal Pradesh

Services Usag

e

Suggest

ed

Price

Mean

no.

of

visi

ts

Revenu

e

Agricultural procurements 76.6 5 1.5 581

Agricultural consultancy &

marketing facilities to the

farmers for their produce 41.2 15 2.6 1616

Vocational education 16.0 200 1.4 3201

Basic computer training 42.8 450 12.1 19265

All tuitions 36.6 50 12.3 1830

Forms and mark sheets (all

downloads) 17.3 7 1.1 131

Tele-medicine 75.6 10 1.0 741

Entertainment - movies 23.9 10 2.3 547

Internet browsing and email

(includes information search) 9.8 7 0.7 47

E-daak 18.8 7 0.4 49

Bio data Maker 28.2 7 0.4 86

Ticketing - Rail/Road/Air 63.3 10 0.8 511


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Services Usag

e

Suggest

ed

Price

Mean

no.

of

visi

ts

Revenu

e

Long distance Telephony through

internet ( ISD ) 57.3 1 1.3 74

Photocopying 72.8 0.5 0.9 34

Desk Top Printing (DTP)

services 4.4 6 0.7 19

Astrology 6.7 30 5.8 1174

CD burning including CD cost 6.9 25 0.9 152

Digital Photographs – passport

size 66.2 2.5 1.7 277

Digital Photographs – postcard

size 65.8 5 0.6 204

Soil Testing 30.3 20 1.7 1014

Land records 66.4 30 1.5 610

Ration cards – issue of new

cards/ change of name/ change

of name 70.0 7 2.4 239

Bus pass 8.6 7 1.1 68


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Services Usag

e

Suggest

ed

Price

Mean

no.

of

visi

ts

Revenu

e

Certificates available at GP

(Birth/ Death certificate) 50.7 5 0.7 183

Certificates available outside

GP

(Residency/caste/income/marriag

e/power of

attorney/unemployment/disabilit

y certificate) 78.6 10 1.8 1443

Application for New

passport/renewal/change of name

& address 14.4 100 0.3 44

Payment of all bills 46.1 3 5.5 766

Grievances 74.0 10 0.9 642

Annual Total 35548

Monthly Total 2962


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3.3) STUDY OF VARIOUS MODULES

The LOKMITRA (CSC) is a three tier structure:

STATE DESIGNATED AGENCY

• Facilitate e-readiness of the State

• Provide policy, regulatory and other support at State level

• Coordinate, manage & monitor the receipt & utilization offinancial support received from the State Government / Governmentof India

• Facilitate integration of the existing ICT enabled and otherGovernment Schemes into the CSC Scheme

• Help identify CSC locations

• Coordinate and facilitate interactions between the SCA and StateGovernment Departments, District Administration for enablingdelivery of Government services through CSCs, in an integratedmanner.

SERVICE CENTRE AGENCY

The SCA would be the prime driver of the whole CSC eco-system.

The SCA would be supported by the NLSA and the respective State

Designated Agency (SDA) to implement the CSC Scheme in their

specified areas of operations. This could include activities such

as identifying the required applications and services, harnessing

the State Wide Area Network, identifying, selecting and training


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the VLE, establishing the CSC (either directly or through the

VLE), supplying, aggregating and updating contents.

VLE (VILLAGE LEVEL ENTREPRENUER)

The VLE is the key to the success of the CSC operations. While

content and services are important, it is the VLE’s ability that

would ensure CSC sustainability.

A good VLE is expected to have some financial strength, strong

social commitment as well as respect within the community. The

quality of service at the CSCs would depend a great deal on the

quality of VLEs.

Selection and proper training of the VLE, therefore would play a

vital role in making the CSC Scheme a success.


LokMitra Kendra

FIG. 3.1) THREE TIER CSC ARCHITECTURE

4. NEED AND SIGNIFICANCE OF THE STUDY

The purpose of implementing e-governance is to enhance good

governance. Good governance is generally characterized by

participation, transparency and accountability. The recent

advances in communication technologies and the Internet provide

opportunities to transform the relationship between governments

and citizens in a new way, thus contributing to the achievement

of good governance goals. The use of information technology can

increase the broad involvement of citizens in the process of

governance at all levels by providing the possibility of online

discussion groups and by enhancing the rapid development and

effectiveness of pressure groups. Advantages for the government

involve that the government may provide better service in terms

of time, making governance more efficient and more effective. In

addition, the transaction costs can be lowered and government

services become more accessible

SIGNIFICANCE OF THE STUDY

With the sole mission of bringing district administration closer

to the common people thus offering efficient and effective

services, E-governance is evolved with the following objectives.

To provide a friendly, affordable, speedier and efficient

interface between the government and the public.


LokMitra Kendra

To ensure greater transparency, efficiency, objectivity,

accountability and speed that can help tackle most of the

maladies of the government by providing efficient services to the

public.

To provide responsive and transparent services to the citizens of

the state.

To provide cost effective service and at the same time improving

the quality of service.

To provide a single window for government services at district

level.

Extending the benefits of ICT by creating awareness in areas of

e-administration, e-education, e-health etc.

Facilitating the growth of Internet Service Providers (ISPs)

throughout the district and especially in remote areas.

Streamlining the functioning of Collectorate Office by reducing

the response time and improving the efficiency and productivity

of manpower in handling public grievances through internet and

increasing their accountability to people.


LokMitra Kendra

5. SCOPE OF THE STUDY

Scope means defining the specific boundaries, or extent, of the

project up-to which the study has been made.

Scope of the Project


LokMitra Kendra

To connect all the Tehsils/ Sub Tehsils/ Sub Divisions/

Blocks/

District Headquarters with State Headquarter

Project Start Date: February 2, 2007

Commissioning Date: May 26, 2008

Operation Period: 5 years, i.e. up to May 25, 2013

One CSC to service a cluster of 6 villages – 6,00,000

villages networked

CSCs enabled with appropriate IT Infrastructure and

Connectivity

Scheme to be implemented in a PPP Framework

Focus on Rural Entrepreneurship & Market Mechanisms

Focus on Private Sector services for quick sustainability

CSCs to be positioned as the retail extension outlets in

rural India.

No Capital Subsidy but Guaranteed Revenue Support from

State/Centre about the Scheme.

The task is to integrate the commercial goals of private

sector with the larger development goals of the State as

well as Nation.

Hence, the Scheme is being deliberately positioned as a

multi-dimensional

Initiative:

– Not just e-governance; Not just information; Not just

digital services…


LokMitra Kendra

– But all that and more based on the Community needs

The Scheme is not about rolling out IT Kiosks but building

rural businesses

– linking rural Himachal to a basket of information,

goods and services through

end-to-end demonstrable models.

6. TECHNOLOGY USED

6.1) Core Infrastructure

6.1.1) HIMSWAN

Himachal State Wide Area Network or HIMSWAN is the core

infrastructure project under NeGP that intends to support various

e-Governance initiatives in Himachal Pradesh by providing

connectivity to Government Offices and Integrated Community

Service Centres at State, District, Sub-Divisional, Tehsil and

Block headquarters in the state. By implementing HIMSWAN, the

State Government aims to modernize the communication

infrastructure in the state so as to provide consistent network

for G2C, G2E, G2B and G2G interfaces.

M/s Hewlett Packard India Sales Pvt. Ltd. has been appointed as

the SWAN Operator for supplying, installing, operating and

maintaining the network for 5 years. The State Government through

its agency Society for Promotion of IT and e-Governance (SITEG)


LokMitra Kendra

endeavors at facilitating implementation and provide horizontal

connectivity to various Government Departments.

The HIMSWAN project has been divided into two phases _ HIMSWAN-I

and HIMSWAN II. Under the HIMSWAN-I, a Local Area Network with

600 nodes has been established in HP Secretariat. The budget

spent for the first phase is Rs.1.55 crores. The network has been

functioning smoothly and Referencing Monitoring System has been

implemented on this network. The network has also been connected

to Internet.

The HIMSWAN-II project proposal has been approved by the

Ministry of IT, Govt. of India. MIT GoI has sanctioned Rs 50

crores and released first installment of Rs 10 Crores. In this

project HP Secretariat, Departments, District, Sub-divisional and

tehsil offices will be linked with one another for immediate

availability of data for queries and reports.

Various applications which are being run over HIMSWAN include

Online HRTC Bus Reservation, SUGAM (Integrated Community Service

Centre) bills payment, e-Registration for Electoral rolls,

Factory database for labour and employment, HP Public Service

Commission, Online registration for HP Judicial Services

Examination, Court Case Monitoring Software for Divisional

Commissioner office, Weekly prices of essential commodities and

many more.

By bringing Government departments closer to the masses, quick

grievance redressal, facilitating expert advice to farmers and


LokMitra Kendra

villagers, facilitating various applications like E-mail, file

transfer, broadcast and data communication, extensive video and

tele-conferencing facilities, intranets, electronic data

interchange services, value added networks etc. , SWAN proposes

to benefit all segments of the society.

6.1.2) State Data Centre

In order to consolidate the G2G, G2B and G2C services, the State

Data Centre project has been proposed under NeGP. These services

can be rendered by the States through common delivery platform

seamlessly supported by core Connectivity Infrastructure such as

State Wide Area Network (SWAN) and Common Service Centre (CSC)

connectivity extended up to village level. In the case of

Himachal Pradesh, the RFP of the project is under review and

finalization by DIT/State. The whole project is expected to be

completed by Sept-Oct 2011.

6.1.3) State Portal and SSDG

Under NeGP, the Government desires to create an integrated

information infrastructure that will expand, integrate and

enhance the utility and reach of the services provided by the

Government by utilizing the network of the Common Service

Centres. In order to provide single interface for all the G2C

services, the State Portal (SP) along with State Service Delivery

Gateway (SSDG) are being developed in the Himachal Pradesh.


LokMitra Kendra

The State Portal of the Himachal Pradesh has been developed by

the State NIC unit. It captures and provides comprehensive

information about the state, State Government and its respective

Departments. One can also avail many e-services through the

portal that includes RTI Search, Online bill submission,

downloadable forms for Birth certificate, Ration Cards, Vehicle

registration etc., and links for schemes like Lok Mitra and

AGMARKNET etc.

Currently, the SP and SSDG project is in its implementation

stage. Detailed Project Report for the implementation of the e-

forms on state portal and SSDG project has been approved. KPMG

has been chosen as consultant for the implementation of the

project in the state.

7. H/W & S/W REQUIREMENTS

First of all, computer kiosks are either set up in every

panchayat or the existing cyber cafes computer training centres

are co-opted into the system. These are designated as ‘Lokitra

Kendras’ and are equipped with computers, Printers, UPS and

generators if required. These centres are registered with the

District Administration for a fee. From these Kendra’s any

citizen can file a complaint on payment of a nominal Charge of Rs

10 for every complaint. The Kendra assists the people in

accessing the Lokmitra site and typing his complaint. Later on,

it also helps the complainant in tracking his complaint and in

following it up. A fee of Rs 5 is charged for follow ups. The


LokMitra Kendra

Kendra is trained in the use of Lokmitra software by SCA. While

the Lokmitra can be accessed from anywhere, it is necessary to

log on from a kiosk to register a complaint. There are two kinds

of costs involved in the project the capital cost and recurring

expenditure. The Government just needs to make the capital

investment, while the recurring expenditure will be met by the

registration and service charges collected. Since the backbone of

the project is Internet and the density of Lokmitra Centres plays

an important role. The private participation not only reduced the

burden on the State Government, but also facilitated faster

expansion of the project. The management, operations, expansion &

technical up-gradation of the project & Lokvani Hub will be done

by the SCAs, which will collect funds through registration and

revenue sharing for the services being provided through Lokmitra

Centre. Lokmitra is hosted on internet using SQL Server as back

end database and ASP is used for writing application. Any client

connected to Internet can access Lokmitra using browser if he has

proper authorization. Lokmitra is a service delivery project and

utilizes the service oriented architecture like single windows

access to multiple services, use of local language, quality of

service, improvement in speed of delivery, the ease of use etc.

The communication software used in the project has been developed

by NIC in Hindi. Lokmitra project requirement can be categorized

into three parts:

(1) Infrastructure for stetting up Lokmitra hub and Information

kiosk, which will be provided by the District Administration.


LokMitra Kendra

(2) Local Area Networking (LAN) connecting the Lokmitra HUB, NIC

District Centre and the Sections of the collectorate that are

offering Services through Lokmitra Project.

(3) Computer Hardware & Software, that is necessary for the

Lokvani Hub and different sections of the collectorate.

Hardware & software components:

Computer hardware, software & LAN require specific components

which are mentioned below:

(a) Server (Intel Pentium Xeon based)

(b) Information Kiosk

(c) Clients(Intel Pentium IV Based)

(d) Printers Laser.

(e) Printers DMP

(f) UPS for Server & Networking

(g) Components (Online)

(h) UPS for Clients

(i) Software (System Software & Databases)

(j) Networking (Active & Passive Components for LAN)

(k) Touch Screen Kiosks

(l) 11 IVRS Card / Software


LokMitra Kendra


LokMitra Kendra

8. FEASIBILITY STUDY OF PROJECT

Before rolling out a project of this large dimension a

feasibility study is conducted in order to find out that where

should be the CSC located, what are the service that could be

offered and most importantly what cost should be offered so that

the project remain a viable business entity. The report of this

study was intended to provide the initial directions and

guidelines pertaining to establishment and operations of CSC. The

feasibility of the system can be measured in 4 different ways as

listed below

Operational feasibility

Technical feasibility

Economic feasibility

Scheduling feasibility

8.1) Operational Feasibility

Operational feasibility means that a proposed system will be used

effectively after it has been developed. If users have difficulty

with a new system, it will not produce the expected benefits.

Operational feasibility depends on several vital issues.

Following questions were considered during operational

feasibility:

•Does management support the project? Do users support the

project? Is the cur-rent system well liked and effectively used?

Do users see the need for change?


LokMitra Kendra

•Will the new system result in a workforce reduction? If so, what

will happen to affected employees?

•Will the new system require training for users? If so, is the

company prepared to provide the necessary resources for training

current employees?

•Will users be involved in planning the new system right from the

start?

•Will customers experience adverse effects in any way, either

temporarily or permanently?

•Do legal or ethical issues need to be considered?

Evaluation of operational Feasibility

Since the e-governance is the need of the hour therefore the

project is supported by the users as well as the management.

The common services centers will provide huge opportunity of

jobs for the educated people.

The users of the previous system will experience no kind of

adverse effects.

Thus in every sense the LokMitra project is fully operational in

nature

8.2 ) Technical feasibility


LokMitra Kendra

Technical feasibility refers to the technical resources needed to

develop, purchase, install,

or operate the system. When assessing technical feasibility, team

considered the

following points:

Does the necessary hardware, software, and network resources

are available? If not, can those resources be acquired

without difficulty?

Does the company have the needed technical expertise? If

not, can it be acquired?

Does the proposed platform have sufficient capacity for

future needs? If not, can it be expanded?

Will the hardware and software environment be reliable? Will

it interface properly with external systems operated by

customers and suppliers?

Will the combination of hardware and software supply

adequate performance? Do clear expectations and performance

specifications exist?

Will the system be able to handle future transaction volume

and CSCs growth.

Evaluation of technical feasibility

The required technical resource are hardware such as Server

(Intel Pentium Xeon Printers Laser, Printers DMP, UPS for Server

& Networking based) Information Kiosk Clients(Intel Pentium IV


LokMitra Kendra

Based). Most of them are already available and can be purchased

to setup the centers

Also the software required are the system software, databases,

LAN and web-portals. If they are not available, they can be

developed in-house.

The technical evaluation shows that it would be technically

feasible to develop the system.

8.3) Economic Feasibility

Economic feasibility means that the projected benefits of the

proposed system outweigh the estimated costs usually considered

the total cost of ownership(TCO), which includes ongoing support

and maintenance costs, as well as acquisition costs. To determine

TCO, the team estimated costs in each of the following areas:

•People, including IT staff and users

•Hardware and equipment

•Software, including in-house development as well as purchases

from vendors

•Formal and informal training

•Licenses and fees

•Consulting expenses

•Facility costs


LokMitra Kendra

•The estimated cost of not developing the system or postponing

the project.

Evaluation of Economic Feasibility

Project hardware set-up Cost for Lokmitra Centre:

(a) Computer: 5 * 40,000 = 2, 00,000

(b) Printer: 2 * 25,000 = 50,000

(c) Hardware Online UPS: 1 * 1, 00,000= 1, 00,000

(d) Lokmitra Software: 75, 000

(e) Other software applications: 25,000

(f) Networking Hub and LAN Cabling: 20,000

(g) Civil Work: 30,000

(h) Electrical work: 20,000

Other Costs:

(1) Operators Salary: 5 * 2,000 = 10,000

(2) Administrator Salary: 1 * 8,000 = 8,000

(3) Peon salary: 2 * 1,000 = 2,000

(4) Stationery for printing: 1,500

(5) Printer toner refilling: 5,000

(6) Other stationery: 2,000


LokMitra Kendra

Recurring monthly income:

(a) Grievances 100*240=24,000

(b) Arms 300 * 40=12,000

(c) Land Records 300 * 40=12,000

(d) Tenders 200 * 40=8,000

(e) Certificates 120 * 40=4,800

(f) Miscellaneous 200 * 40=8,000

Estimated Income of Lokmitra centre:

(a) Government grants: 15, 00, 000

(b) MP/MLA / Contingencies: 10, 00, 000

(c) Kiosk Agreements: (100X1000): 100,000

Cost for setting up new kiosk at Village Panchayat level with one

time investment:

(1) Computer- Rs 30, 000

(2) Printer - Rs 10, 000

(3) UPS Rs- 5, 000

(4) Generator - Rs. 25, 000

(5) Solar power support cost - variable

(6) VSAT Cost - variable


LokMitra Kendra

Recurring (per month) on a Kiosk

(1) Rent off shop : 500

(2) Electricity/water/maintenance expenditure: 1000

(3) Internet expenses: 500

(4) Stationary & other consumable items: 500

Monthly Estimated Income of Kiosks from Lomitra Services:

(1) Grievance redressal: 300*10 = 3000

(2) Arms Licences: 300*5 = 1, 500

(3) Land Records: 150*10 = 1, 500

(4) Tenders: 50* 20 = 1, 000

(5) Certificates: 60*10 = 600

(6) Miscellaneous = 2, 000

Total =9, 600

Income from Other Service

(a) Digital photography: 1,000

(b) Net Surfing: 1,000

(c) Computer typing: 1,000

Total =3,000

Monthly Net Income of Kiosks:


LokMitra Kendra

= 9600 +3000= 12, 600 INR

Monthly Saving of Kiosks

Saving = Net income-Recurring Expenditure

= 12, 600-2500= 10, 100 INR

Since the projected benefits are greater than TCO therefore the

project is economically feasible

8.4) CONCLUSION

The LokMitra Project is feasible and we can proceed to next level

of development that is the System Design

9. DETAILED DESIGN

9.1) BASIC BUILDING BLOCK OF PROPOSED LOK-MITRA MODEL

The proposed E-Governance model for LOK-MITRA covers all

important aspect of E Governance in a single model. There are


LokMitra Kendra

four Basic Building Blocks of proposed E Governance Model. The

lowest block is the Administration Block, which regulates the

overall function of any country through efficient government.

The overall regulation of government bodies may be carried out by

using appropriate Technical know -how. The Technical know -how

block includes computerization of manual processes, commonly

agreed technological standard, Database related applications and

easy access of information. The third block is Service Block,

which includes all available operations of the E Governance. It

provides an interface be-tween user and government system. The

upper block is Stakeholder Block, which has various categories of

users working with the system. The user categories may be a

Citizen, Business organization or any Government organization.

9.1.1) Module 1: Administration

Administration is a way of management of any working system

supervised by an administrator. In any democratic system the

administration may be governed by a structured body name as

government. The term Governance is basically the responsibility

of a Government which includes each and every processes performed

by the government body. The main activity of the government is to

control the working of different departments for example Finance,

Health, Education, Agriculture, Employment etc. All these

activities are now maintained efficiently by using ICT. The

transformation of the working from conventional methods to modern

methods of Information Technology (IT) is now known as E-


LokMitra Kendra

Government. The use of ICT in government activities have given a

new idea of governance knows as E Governance.

9.1.1.1) Salient features of the proposed model

The purpose of E-Governance is to establishing good governance

and have seamless coordination between government authorities,

public and business parties. The utilization of ICT may join all

three different sectors and support development and management.

Therefore, following are the salient features of the proposed

model.

To provide proper information and awareness to the citizen about

the political practices and choices available.

To provide online services and active participation for different

citizen services.

To utilize ICT in government functions, that provides quick and

well-organized communication with the people, business and other

agencies.

To provide better decision-making through greater

decentralization of governance. The proposed model is based on

ICT, which may reform organizational structures in both

centralized as well as decentralized manner. These approaches of

E-Government have their own set of advantages and disadvantages.

9.1.1.2) Centralized Model

Centralize government initiatives are favorable as portals and

services to reduce cost and integration issues. Centralize


LokMitra Kendra

government initiatives may share technical, financial and human

resources. A Single portal access is very useful for any end user

because all the information may be centrally available here.

There are following features of Centralized E-Governance model.

All government process based on ICTs are centralized in one

organizational unit.

Generally limited Infrastructural and set up costs but less

effective.

Centralized E Governance models have a single interface for its

different users and these models could be easily enforced.

9.1.1.3) Decentralized Model

Decentralized model is required at lower level so that various

projects can be handled separately from initiation to

execution .There are following features of Decentralized E-

Governance model.

All government functions could be distributed among various

divisions or organizations.

Generally has a high coordination cost.

State level Model of E Governance


LokMitra Kendra

The State level model is based on the combination of both

centralized and decentralized approaches. In State level, State

government becomes the main coordinator of the project and lower

government offices with their departments become the partners of

that project.

Certain important decisions are jointly made and then

standardized across the various levels.

Responsibilities as well as capabilities are decentralized

at different government departments/levels, with

infrastructure and output sharing across the State as a

system.

Generally, high E Governance set up costs but more

responsive to stakeholder needs. Higher level committees are

formed to manage various Government activities. These

committees have authority to control the functioning of

large area.

Intradepartmental or horizontal and vertical collaborations are

very essential for success of any E Governance project. It is

very necessary to perform governance functions, share information

and deliver services to all stakeholders. These collaborations

depend on issues like what are the different types of intra-

department collaborations exist in E-Governance and why intra-

department collaborations are important.


LokMitra Kendra

VERTICAL PORTAL : A centralized G2C portal provides services to

all central, state and local governments.

HORIZONTAL PORTAL : Portals of a particular govt. agency works

only for a single level.

FIG 9.1 Horizontal and vertical

interconnection for e-governance

Central Government


Horizontal Portals

V

e

r

t

i

c

a

l

LokMitra Kendra

St

ate Government

Local government

9.1.2) Module 2: Technical Know How

For E Governance, there are many applications need to be

automated. Various departments seek computerization and other

technological transformation of their working strategies. Now it

is necessary to conceptualize the whole approach and develop a

standard framework and protocols for the regulation of all E

Governance activities. The proposed Model uses Data Mining and


Horizontal Portals

Horizontal Portals

V

e

r

t

i

c

a

l

V

e

r

t

i

c

a

LokMitra Kendra

Data Warehousing for improving the service performance of the E

Governance system.

9.1.3) Module 3 : Service Block

In the service block, services of E-Governance as end results are

provides to the citizens for betterment of their lives. It also

provides an interface so that a common citizen may participate in

decision making processes. The Service Block also helpful to

simplify complex government process in which too many offices and

manpower required. The final center of attention will be on

efficient and well-organized delivery of government services. The

commonly used services are information access, making payments,

submitting complaints and downloading forms for some purpose.

9.1.4) Module 4 : Stakeholder Block

Stakeholder is an individual person, group of persons or a

community having common area of interest and commonly affected by

any system. Here E-Governances has a wide range of stakeholders.

The main groups are identified in 3 parts.

9.1.4.1) Citizen

Citizen is associated with the E Governance by using Government

to Citizen (G2C) interface. Government to Citizen(G2C) interface

is an online interaction between government and private

individuals.


LokMitra Kendra

9.1.4.2) Business

Business is associated with the E Governance by using Government

to Business (G2B) interface. Government to Business(G2B)

interface is important because various trades and business

related transactions are required by the government for the

regulatory purpose.

9.1.4.3) Government

Various governments departments are associated with one other by

the means of E-Governance by using Government to Government (G2G)

interface. It provides online interaction of different levels of

government. The objective of G2G is to build new relationships

between different departments of government. These relationships

help collaboration between levels of government, and reform state

and local governments to convey better services to the citizen.

The diagram in the next page shows the data mining in different

departments by using distributed system


LokMitra Kendra

FIG 9.2 Knowledge sharing in different Areas

Intelligent Search & Data

Mining

Collect & Organize


G2C

Interfac

G2C

Interfac

G2C

Interface

G2C

Interfac

G2C

Interface

Citize

n

Suppor

Lesso

n

Learn

Expert

Databas

e

E-

Governanc

e

Governmen

t

Collabora

DSS for

Governme

nt

Document

Management Information Warehouse

Regulatory

Departments

Development

Departments

Social & Welfare

Departments

LokMitra Kendra

10. DFDs OF EXISTING AND PROPOSED SYSTEM

10.1) Traditional System (Manual)

Fig 10.1) 0-Level DFD

Service request

Service generation

Two main entities in manual system are Customer (source) and

Service Provider (destination). The manual system is direct in

which source request for service and destination provides the

resources through some mechanism called as process.


Customer Service

Provider

Service

Process

LokMitra Kendra


Request

Acknowledgeme

nt

Payment


Customer

Private

Sector

Government

Offices

Service

Details

LokMitra Kendra

Customer &

Billing Details

Fig 10.3) DFD (Electricity Bill Payment)

Request

Payment


Edit

Information

Customer

Electricity

Board

Bill

Generation

Deposit Bill

Generate

Amount

LokMitra Kendra

Updation

Bill Details


Bill

Status

LokMitra Kendra

10.2) New Computerised System


Request

Acknowledgement

Service Generation


Customer VLEService

Process

LokMitra Kendra


Service Request

Payment

Acknowledgment

Working

Capital

Monitoring

Revenue Revenue

Services


Customer VLE

Service

Centre

Agency

Governmen

t

Private

Sector

Service

Portal

Edit

Information

Deposit

Update

Report

Generation

Revenue

Share

LokMitra Kendra

Customer information

Customer services

Fig 10.6) DFD : Electricity Bill Payment ( G2C Services )

Payment

Working

Capital


Information

Retrival

Information

Retrival

Customer VLE

Service

Centre

Deposit Bill

Generate

ReceiptDeposit

Billing

Process

Revenue

Share

Update

Access

Details

Deposit

Report & Amount

Service

Portal

LokMitra Kendra

Revenue

Customer &

Bill Details

Fig 10.7) DFD : Mobile Recharge ( B2C Services )

Recharge Request

Confirmation

Payment


DIT

Electricity

Board

Customer VLE

Deposit

Update

Service

Portal

Recharge

Details

Revenue

Share

LokMitra Kendra

Working

capital

Revenue

11. E-R DIAGRAMS SHOWING PREVIOUS AND PRESENT SYSTEM

Fig 11.1) E-R Diagram (Traditional System)


Telecom

Companies

Bill Information

& Payment

LokMitra Kendra

1 1

Fig 11.2) E-R Diagram (Electricity Bill Payment)

University Institute Of Information Technology Page 78Bill No. Name Address

LokMitra Kendra

m 1

Fig 11.3) E-R Diagram (Present System)


Electricity

Board

Address Amount

LokMitra Kendra

m 1

m

1

1

m m


Customers VLE

SCA

Government

Agencies

Private

Agencies

Gets

serv

Monitor

ing

Lin

k

Domicile

AddressName Counter

Id.

Name Address

LokMitra Kendra

Fig 11.4) E-R Diagram (Electricity Bill Payment)

m 1

m

1

1


Customer’s

Bill

VLE

SC

A

Depos

it

Monitor

ing

Get

Informat

Name

Acc. No.K. No.Counter

Id.Name Address

Amount

DIT Servers

Customer

DetailsBill

details

LokMitra Kendra

12. INPUT PROCESS OUTPUT DIAGRAMS (IPO)

AN IPO diagram is graphical representation of the various input,

output and process activities. The IPO diagram is a visual

representation of a process or activity. It lists input variables

and output characteristics. A detail diagram is a low-level IPO

chart that shows how specific input and output data elements or

data structures are linked to specific processes. In effect, the

designer integrates a system flowchart into the overview diagram

to show the flow of data and control through the module. Why use

it? It is useful in defining a process and recognizing the input

variables and responses or outputs.

The IPO diagrams for various service provided by the Lokmitra

Kendra are shown below

Fig 12.1) IRCTC (Indian railway Catering Tourism Corporation Ltd)

online ticket booking :

payment

University Institute Of Information Technology Page 82CSC

SCA ONLINE

PAYMENT

GATEWAY

BANKS/

MA-

STER/

ITCT

CWEB

POR-

TAL

STATE

WEB

PORTAL

LokMitra Kendra


SCA ONLINE

PAYMENT

GATEWAY

BANKS/

MA-

STER/

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Fig 12.2) The transactions process for BSNL bill

payment through CSC is explained above


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Inform: call/sms

Authorize Debit

Withdrawal request Cash

Authenticate

Forward Switch Credit

Adhar number

Transaction Information , biometrics


UIDAI

RESIDEN

T

BANK

INTERPORT

-ABLE

SWITCH

BC’S

BANK

ACC.

RESIDENT

BC WITH MICRO ATM

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Fig 12.3) Cash transaction

Framework


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13. FUTURE SCOPE

Future research should be done across all Kendras in order to

understand their implementation challenges and bottlenecks. There

should also be attempt to study the emerging business models and

see if it can be replicated in other Kendras. The LokMitra

project in Himachal Pradesh should also be compared with other

similar CSCs projects across the India in order to adopt the best

practices. The success of this endeavor would not only depend

upon providing connectivity and premises for the centers or G2C

services but would also require a change in the mindset of the

people associated with the project. There are also some cases

when the SCAs are exiting the states saying that project is not

feasible there. Therefore the successful implementation of the

project it is very necessary to have full details about the

background of the SCAs.

Development of content and services would be a continuous

process. Availability of local online content would be an area

that would impact the CSC revenues. To surpass this problem it is

essential to develop a de-centralized model of aggregating

content providers across various regions and languages and excite

them to invest in vernacular content that could be used in the

CSC. Applications/training should also be provided to the VLE to

enable local content development. Such a strategy would ensure a

rapid scale up of local content building for rural India. For

example, MSN India, Yahoo India, Google India, Sify, Rediff, as


LokMitra Kendra

well as local portals like Web Duniya, etc. would be willing to

develop local and regional content and service applications for

the CSCs. Existing local portals in regional languages should be

assembled by the SCA on a local SCA portal and offered to the

CSC. If local portals see value in such a service being offered

through the CSC, they may push investments in betterment of

content and applications.

In spite of some reservations and potential negative implications

of implementing and designing e-governance, including

disintermediation of the government and citizens, impacts on

economic, social and political factors, vulnerability to cyber-

attacks and disturbance to the status quo in these areas, e-

governance can radically change the face of governance,

especially in big country like India and provide its citizens, an

interface to get better and more efficient government services

14. CONCLUSION

Institutions, which are the mechanisms of actualizing both

democracy and development, need drastic reforms at all the levels

of the governance. Good Governance cannot be achieved in

isolation, all the players have to unanimously strive towards a

common goal in order to initiate change. There is no dearth of

serious concerns, debates and proposals about various reforms,


LokMitra Kendra

from parliament to judiciary, the executive and local governance,

but implementation machinery of ours performs not up to the

potential and that is where our constructs get really blurred. If

we need some significant changes to be visible, we need to spend

resources, and strengthen the implementing machinery, creating

feedback loops through ordinary citizens and be responsive to

their concerns. Governance systems should follow a cyclical

mechanism rather than the top to down enforcement which we have

seen for ages.

In order to bring change aspirations need to circulate through

all the channels and make their presence felt, on the other hand

the state should be responsive to the aspirations. The electronic

governance systems are a small tool in the process which will

certainly improve this communication grid. We need to invest our

resources, energy on these tools also to achieve the larger

objective. The projects like LokMitra should be promoted to a

large extent up so that those who are alienated from the

mainstream processes can at least assert their needs and

aspirations. It is necessary to have a dialogue in a democracy

and effective channels of communication are a must for the

success of a democracy. Internet has evolved as a strong medium

for the same, we need to integrate it with our governance

processes and public delivery mechanisms for an effective

administration.


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The CSC is a great effort by government of India in making

government services more accessible and introducing transparency

in the entire system. However it has been observed that most e-

governance suffer delay and encounter failure as the

implementation agencies lack guidance in the area of planning and

implementation of e-government projects. The investment in the e-

governance project tend to produce below par results in the

absence of the standard methods also. It is therefore critical to

have suitable policies, guidelines and specifications well laid

out to overcome the problems associated with planning and

implementation of e-government project.

At the same time the Kendras are being rolled out connectivity

options should be provided to them because in this project the

basic service delivery requires internet connectivity.

It was seen in our study that with the SCAs that those who have

made complete initial investment without letting the VLE to take

loan from the bank have been more successful in making the

Kendras more sustainable.

In our study came out that the different SCAs are following

different methods for the sustainability of the project.

Therefore it is suggested that effort should be made to share the

knowledge among the various agencies in order to make the project

more successful.

For success of an e-governance project and superior service

delivery, it is imperative that the government agencies focus on


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whole citizen experience. Focusing on the citizen is essential

for long term success. The govt. agencies need to integrate

information from all points of citizen interaction. The overall

architecture for e-Governance needs to ensure that the

architecture components are extensible and scalable to adapt to

the changing environments. The real challenges are how to develop

and sustain successful e-governance projects and deliver state of

the art e-services to citizens. Unfortunately it‘s not as easy as

adding “e” in front of your service delivery mechanism.

Successful e-governance initiatives can never be taken in haste.

Particularly for the democratic nation of the billion people like

India, e-Governance should enable seamless access to information

and seamless flow of information across the state and central

government in the federal setup. No country has so far

implemented an e-governance system for one billion people.

Some of the requirements for implementing successful e-governance

across the state are

E-Governance framework across the nation with enough

bandwidth to service a population of sixty five lacks.

Connectivity framework for making the services reaches rural

areas of the state or development of alternative means of

services such as e-governance kiosks in all region

languages.


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State Citizen Database which is the primary unit of data for

all governance vertical and horizontal applications across

the state and central governments.

E-governance and interoperability standards for the exchange

of secure information with non-repudiation, across the state

and central government departments seamlessly.

A secure delivery framework by means of virtual private

network connecting across the state and central government

departments.

Datacenters in centre and states to handle the departmental

workflow automation, collaboration, interaction, exchange

of information with authentication.

Only with an honest effort and involvement from all the

stakeholders of the project will the LokMitra initiative be able

to achieve what it had set out to do – to develop a platform that

can enable the government, social and private sector

organizations to integrate their commercial and social goals for

the benefits of the benefits of the rural population in the

remotest corners of the state through a combination of IT as well

no IT services.


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15. VARIOUS ANNEXURES

List Of Tables

Table 3.1 Average number of visits for availing different

private services and average transport cost

Table 3.2 Average number of visits for availing different

government services and average transport cost

Table 3.3 Comparison between pre e-government and post e-

government.

Table 3.4 Total figure for usage, suggested price, mean no.

of visits for Himachal Pradesh


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List Of Figures

Figure

3.1

3 tire architecture for LokMitra

Figure

9.1

Horizontal and vertical interconnection among e-

governance

Figure

9.2

Knowledge sharing in different areas

Figure

10.1

0-level DFD: Traditional System (Manual)

Figure

10.2

1-level DFD for data collection

Figure

10.3

DFD: electricity bill payment

Figure

10.4

Simplified DFD showing Customer and VLE

relationship

Figure

10.5

1-level DFD showing Data collection

Figure

10.6

DFD for electricity bill payment (G2C Services)


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Figure

10.7

DFD for mobile recharge (B2C Services)

Figure

11.1

E-R diagram for traditional System

Figure11.

2

E-R diagram for electricity bill payment

Figure

11.3

E-R diagram present system

Figure

11.4

E-R diagram (electricity bill payment)

Figure

12.1

IRTC online booking

Figure

12.2

The transaction process for BSNL bill payment

Figure

12.3

Cash transaction process flow

List Of Abbreviations

GoHP : Government of Himachal Pradesh

DIT : Department of Information Technology

SDA : State Designated Agency


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SITEG : Society for Promotion of Information Technology

and e-Governance

SCA : Service Centre Agency

VLE : Village Level Entrepreneur

NLSA : National Level Service Agency

G2C : Government to Citizen

B2C : Business to Consumer

PPP : Public Private Partnership

DFD : Data Flow Diagram

E-R : Entity-Relationship


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Biblio

graphy

1. LokMitra Sugam Kendra Himachal Pradesh

[http://www.gramsugam.com/Media.aspx]

2. Govt. of Himachal Pradesh [http://himachal.nic.in/]

3. Department of electronics and information technology Govt.

of India [http://www.csc- india.org/]

4. GNG Group journal.

5. System Analysis and Design by ‘Elias M. Awad’, Galgotia

Publication Pvt. Ltd. 2nd edition.
