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e-GovernanceAn e-efforteffort to empower
common man?
11th September, 2007at
IIM Lucknow
By
Amod KumarSpecial Secretary I.T., UP Govt.
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Definition of eGov
It can be defined as the civil and political
conduct of government, including service
provision, using information and
communication technologies
Government GovernmentTransactions
Citizens
e-Gov solution
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Background: What is
Governance?
Governance
Way govt. worksSharing of
informationService delivery
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Background: How e-
governance helpsGovernance
Bad governanceGood governance E-governance
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About: E-Governance Definition
� ICT
� Efficiency
� Productivity
� Reach
� Sharing of information
� Service delivery
� Welfare
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About: E-Governance target
agents
citizensGovt.
business
Governmentservice delivery
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About: Information Access andService Delivery models of e-
governance
� Broadcasting Model
� Critical Flow Model
� Comparative Analysis Model
� Interactive Service Model
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Case Study : CIC
(Central Information Centre)� Administrative blocks wise implemented
in whole North East region.� Objectives
± Bridge the digital divide
± Providing information regarding local resources,localdemographic parameters, Internet connectivity andservices delivery to citizen.
± Enabling a platform for interaction.± Distance learning programme.
± Generation of employment opportunities
� Falls under GTG and GTC categories
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Case Study : CIC
A citizen's concerns± Unaware of the schemes being implemented for
economically backward people.
± Low level of literacy.
± Feel uncomfortable while using the facilities.
± Not aware of source of information.
± Concern related to market.
± No information on Educational opportunities.
± No information on Job.
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Case Study : CIC
� Solution in the form of CIC:± Government to Citizen(G2C) services
delivered from the CICs such as� Birth and Death Registration
� Prices and other market information of Agriculturalproduce
� Information on Educational opportunities
� Job portals etc.
± Effective and cheap medium for reaching themasses.
± Know Your CIC helped to reduce corruption.
± Motivation and awareness camps for different
purposes.
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Other CIC features
� Providing PAN Status and On-Line PAN card Applicationby CIC- Dimoria.
� Excursion to the 3rd Buddha Mahutsav at Tawang.
� CIC Students Form PRIYA SELF HELP Group.
� An Exposer of online Election result.
� Video recording of Interview of local prominent person.
� Computer-Aided Paper less Examination System(CAPES) Test.
� Online access of common entrance exam result of engand medical.
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Why CIC succeeded
� Able to develop business model for futuresustainability.
� Better public awareness.
� Community participation� Forward and backward linkage.� Creation of knowledge based society.� Penetration among youth.
� Diversification of services.
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Case Study: Suwidha
� State wide project implemented in Punjab
� Objectives± Provide friendly and efficient interface
between government and citizens
± Provide transparency in governmentoperations
± Provide timely and efficient service delivery
± Improve quality of government services
� Falls in the government to citizenscategory
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Case Study: Suwidha
� Solution in the form of Suwidha± The citizen approaches SUWIDHAQueue Counter and gets theQueue Token number.
± On his turn at SUWIDHA Service Counter, he files hisapplication.
± She/he is issued a receipt cum token number, which specifies
the date of delivery of services. Each type of service has a pre-defined delivery time and system automatically calculates theservice delivery date.
± All kind of payments for the fees etc can be made at theSUWIDHA counter.
± The application/case is then sent to the branch for action.
± In between the citizen can track the case with the help of SUWIDHA Token number through DialCITI (which is IVR basedsystem) or website.
± The delivery of documents/processed case is made on thespecified date. The delivery of the documents is also fromSUWIDHA Delivery Counter .
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Case Study: Suwidha
� Other Suwidha features± On the spot photograph capture wherever
required
± Information on schemes and procedures± Application forms available
± Provision of on the spot delivery of services incases where verification can be ensured
based on the data available in the databases± Implemented in all 17 DC offices and 54 SDM
offices of Punjab
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Case Study: Suwidha
� Why Suwidha succeeded? (Take aways)± Government process re-engineering
± Increased accountability
± Power through information
± Ease of access
± Localization
� http://suwidha.nic.in
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E-governance Best Practices
� Increased accountability
� Increased transparency
� Higher availability of public domain
information� Reduced corruption
� Higher penetration due to automation
� Increased efficiency due to connectivity� PROCESS RE-ENGINEERING ±
technology only a tool not panacea
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E-governance Scalability
� Most projects till now have been pilotprojects
� A few things to keep in mind
± Sustainability± Evaluation and impact assessment
± Accountability
± Training for civil servants
± Private partnership� Pilot, Plan, Replicate, Revise and Scale
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Outline of presentation
Relevance of e-Governance for India
Lokvani
1. Front-end (What)2. Back-end (How)
3. Process of implementation (How)
e-Governance in Police
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Developed Country by 2020
Our President¶s vision
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India can¶t be a
Developed Countryif
It is not e-Governed
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Why?
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Large Population
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Wide Spread Corruption
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Implementing RTI Act(Right To Information)
2005 is impossible withoute-Governance.
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Slow & lethargic beurocracy
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Long decision time
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Can we be e-Governed
nation?
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Our Past Successes
� Bhoomi
� Railway Reservation
System
� Banks
� E-Seva
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Bhoomi
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Railways
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Banks
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How?
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20
35
40 5
e-Governance:Components of Success
% Luck%Change management
%
Business Process Reengineering
% Technology
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Challenges of e-Governance
in North IndiaComputerization seen more as a publicitytool, 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 tono perceptible benefits to common people.
Infrastructure, power, and communicationproblems
Education, illiteracy
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Our Role Models
Computerized railway reservation system
Bhoomi, Karnataka
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What is Lokvani?
Lokvaniis
an Internet kiosk based G2C interface
forproviding various information and publicgrievance redressal in a transparent,accountable and time-bound manner
byforging effective Public-Private Partnership
(PPP)
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?
Public Grievance Redressal -Existing System
SeniorOfficers
Departmentalofficers
Field levelofficers/employees
Common man
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Public grievance redressal-LokvaniSystem
LokvaniLokvaniServerServer
DMDM(divisional magistrate)(divisional magistrate)
officeoffice
ConcernedConcernedDepartmentDepartment
Third Party,Third Party,Lokvani KioskLokvani Kiosk
customer
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Welcome to LOKVANI«
www.sitapur.nic.in/lokvani
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Typical Lokvani kiosk«
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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 / networkingconnectivity Tourist Related information Daily rates of Fruits/ Vegetables/ Grains
Online pensioners info. / Installation of IVRS ²
SMS Parivar register Database (Rural & Urban)
All employees Database
University/ College info. (Seat Availability,
Admission)
Proposed Services«
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Health info. (All Hospitals/ NursingHomes/ 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
Proposed Services (Contd«)
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Kiosk operators are partners & motivators
Cost saving
Taste of convenience , no roll back
Public satisfaction
Most ignored group, feeling of regaining faith inadministration
Will it Sustain?
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Easy to replicate
Backing of Laws, Rules
Monitoring from state level
Who gets the credit?
Replicability
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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. Monitoring of performance of districtlevel officers is possible by senior officers atstate headquarter.
24X7 services.
Easily replicable
Job creation in rural areas
Bridging the digital divide
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Uniqueness of Lokvani
� First successful zero support based PPP model forkiosks in the country
� Profit and competition can overcome powershortage, illiteracy, poverty, adverse socio-
political conditions, lack of professional workculture
� 100,000 rural people using it in just one district
� Going beyond just provision of services to makethe govt. accountable and giving the citizen theright to answer
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Achievements«
About 100,000 complaints registered and 95000disposed off in about 30 months.
First successful e-Governance project in Uttar
Pradesh
First District in country to provide On line Landrecords on Internet in Hindi.
Government of UP has come out with a G.O. toimplement Lokvani in all Districts of U.P
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Issues«
Quality vs. Quantity
Repli ca bility
Sustaina bility
Peopl e meetin g pers onally on Janata Di was ,Jan milan et c.
Stat e Level Monit orin g
Sea rch
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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 No limit to achievement, if no desire for credit
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R ole Model
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Our Vision
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Whether you like it or not, youhave no choice but to
implement e-Governance.
The only choice you have is to
choose your favorite dishfrom a big menu««.
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Some dishes� P.S. Automation
² Record keeping² Interlinking² Process re-engineering² Online FIR
� Traffic² Challan Process² Traffic lights & control room² Linking with RTO office² Vehicle thefts (RFID-Radio Frequency Identification, GPS-Global Positioning System),
database of lost and recovered vehicles
� Verifications² Arms License² Passport
² Govt. jobs² Army recruitment² Household servant·s credentials
� Investigations² Case tracking ( from FIR to conviction till SC)² Inventory Management (of maal mukadmati)
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Some dishes«.contd
� Communications² CUG
² Triband phone
² Video Conferencing (G2G & evidence)
² Vehicle tracking² Biometric devices
� Crime data Management² Data Warehouse
² Business Intelligence Softwares² Mugshot & fingerprint database
² Handheld online devices & online matching
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Online FIR
� Increase in crime figures
� Lack of manpower to investigate all the
crimes
� Political & administrative will
� Weak 1 2 IPC
� Lack of resources
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Acknowledgements
� Sri Rajeev Chawla Ex-Secy e-Gov, Karnataka
� Smt.Zohra Chatterjee (Govt. of UP)
� NIC (Sri S.B.Singh, A.P.Singh, AjaiGopal,
Rajeev Lakhera and many others )
� Mr.Alok Singh, IPS
� Mr.Abhishek Singh, IAS
� Mr.Sanjay Bhoosreddy, IAS� Justice S.C.Verma
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Conclusion
� 35% of e-governance projects indeveloping regions are complete failure;5 % are partial failures; only 15% arecompletely successful
� It is still worth the effort if the successfulprojects can be scaled.