Leveraging ICT in Local Government

Tanmoy Chakrabarty

Vice-President & Global Head Government Industry Solutions UnitTata Consultancy Services Limited

[email protected]

Leveraging ICT in Local Government

April 22, 2023

Agenda•ICT – A highly leveragble tool for service delivery •ICT Role in Efficient Governance•Transition to citizen centricity•ICT in Social & Economic Development•ICT in Health Management •ICT in Environment Management •A Case of Kolkata Municipal Corporation , India•Program Management with ICT

April 22, 2023

Information , Interaction and Transaction

Reduce Costs and avoid lock in

Maximize Productivity – do more with less

Seamless Data Flow – single pool of data

Virtual 24 by 7 Local Government – Anytime , Anywhere

What Should ICT Deliver for Local Government

April 22, 2023

ICT - A Powerful Tool

Process Analysis

Process Re-engineering

Remove Overlapping

Process Simplification

Information Creation /

Sharing

Accountability• Defined Process

Workflow• Easy Track of Record• Citizens

Empowerment• Report Generation

Transparency• Information

Availability• Ease in Data Analysis• Grievance Redressal• Citizen Participation

Improved Services• Improved accessibility

to Services• Reduced Paperwork• Better Record Keeping

& ease in search• Improve Process

Productivity• Efficient Resource

Management• Control Processes• Ease in Management

Reliability• Large Data Storage • Information

Availability

April 22, 2023

Management & Policy Formulation

Reengineering Government

Infrastructure Development

Efficient Service Delivery

Monitoring & Evaluation

Program Management

HR Capacity Building

ICT Role in Efficient Governance•Re-engineering of all Government Process

•Human Resource Capacity Building

•Efficient Service Delivery to citizens

•Monitoring & Evaluation•Infrastructure Development•Program Management•Management & Policy Formulation

April 22, 2023

6

Manual Paper Based Processes

Centered around standalone IT Applications

ICT Enabled, Customer- centric approach

Legacy

Lack of Data

Integration

Paper based

processes

Departmental sites

Partly Automated

Paper based

processes

Online Bill Payment

Low data integration

Departmental Sites

Online viewing of

status

Robust e-governance

model

Fully integrated workflow

Customer Service System

Customer self

service kiosks

Mobile Alert

System

Paperless processes

Grievance mgmt

system

Online Bill Payment

Customer Centricity

April 22, 2023

ICT in Social Development•Social Development

– Data Creation and Analysis– Various Social Groups and

Distribution in the city (Spatial Analysis)

– Social Indicators such as Birth Rate, Infant Mortality Rate etc.

– Security and Crime Analysis– Program Management for

weaker social groups

Social Healthhttps://data.sfgov.org/Public-Safety/Map-Crime-Incidents-Previous-Month/gxxq-x39z

April 22, 2023

ICT for Economic Development

April 22, 2023

ICT for Health Management •Hospital Information Management System•Epidemics / Disease Control•Health facilities analysis•Telemedicine•Ambulance Tracking•Remote Patient Care

Source; www.directionsmag.com

April 22, 2023

ICT in Environment Management•Transportation Management•Traffic Control / Management

•Pollution Control / Management

•Water / Air quality Management

•Solid Waste / Wastewater Management

Source; www.ci.wilsonville.or.us

Case Study :Kolkata Municipal Corporation - India

“Enterprise Transformation”

April 22, 2023

Project Background• A $370M Kolkata Environmental Improvement Project (KEIP)• Under KEIP, KMC is undertaking several infrastructure development activities

targeted at the deficient areas in Kolkata• Capacity Building Program (CBP) is one of the 5 components of KEIP• DFID provided £ 28.3 M over 6 years for improving the overall efficiency of KMC

Serving the 3rd largest city in India, KMC serves more than 4.5 million static and another 6 million floating population daily across an area of 187.33 sq. km.

True to its vision, KMC exists to:K Manage and build civic infrastructureK Administer efficient and transparent municipal servicesK Provide better living conditions to the citizens

Project Backdrop

April 22, 2023

G2G

Urban Local Bodies Suite : TCS Framework

14

Web Services/API

CaseRepository Applications Employee Profile

RepositoryDocumentRepository Org Model Workflow

Document Management

Knowledge Management

Audit TrailFile ManagementCollaboration

SecurityAccess Control

ULB Specific ModulesCivic Center

Management

HRMS ModulesRecruitment Payroll &

Pension

Transfer

Service Book

ESS

Promotion Web Services /API

ULB 1

ULB 2

…

…..

ULB n

Town Planning

Transport Management

Hospital Management

Contract Management

Workflow Management

Dashboard / MIS

SMS

Web-site

Post

E-mail

In Person

Possible InteractionChannels

Kiosk

BusinessCitizen

User ProfileRepository

Content Repository

ServicesData

Legacy System

ULB Services & Functions

Intr

anet

ULB Users

Registration

Water Supply

Birth/Death

Health

Education

Library

Marriage

Ambulance Fire

Solid Waste

Transport

Land Acquisition

Sewerage

Domicile

Vehicle Tax

Property Card

Building Plan

BUPermission

Property Tax

Rent & Lease RTI Grievance

Self Employment

Slum Retaliation

Crematory Booking

Training

G2C

Auction

Booking of Hall

Property Sale ValuationFood License Health

LicenseHawkerLicense

Vendor Registration Shops & Est.Ads &

Hoardings Tendering ParkingG2B

Procurement InfrastructureManagement

Taxation Finance & AccountingAuction

EducationManagement

Planning& Budget

April 22, 2023

Municipal Data Bank

Municipal Transaction Processing System (MTPS)Financial Civic

ServicesBack Office Assets H.R. Poverty InventoryRevenue

Accounts

Treasury

Auditing

Budgeting

Bank Reconciliation

Property TaxBldg. FeesTrade licenseeWater Chg.Drainage Obs. Leased Prop.Mkt. StallageAdv/Car ParkingAmusement TaxUser Charges

Solid WasteHealthEducationEngineeringWater SupplySewerage & DrainagePlanning & DesigningLighting & ElectricityProj & DevParks/GardenRoadsTown PlanningHeritage BldgBldg Sanction

IT

GIS

Law

Secretary

Press/IPR

Vigilance/ Corruption Control

Estate

Other Assets

Plant & Machinery

HR DB

Payroll

PF

Pensions

Poverty DB

Bustee Services

Programs Schemes

Procure

Stores

Supply

Contract

Stakeholders

MIS

GIS

Municipal Framework

April 22, 2023

Fully integrated

Interface between Depts.

Avoids Data Redundancy

Minimises revenue leakage

Proper revenue accounting

MIS Reports

Highlights

TCS value adds:

Fact based decisionmaking

Alert based exceptions

Assessment

License

Water Supply

Market Health

AssesseeMaster

Building

Drainage

AssesseeMaster

WaterCharges

List of Shops List of

Food Shops

AmusementLicenseRegister

Advertisement

List of Connections

Occupancy Certificate

Accounting

Revenue Management

April 22, 2023

Faster / Cost effective civic service management

Improved information sharing and control

Better credibility and reliability of information to citizens

Highlights

TCS value adds:

Workflow based approval process

Automatic Alerts

Solid Waste Management

Water Supply

Sewerage & Drainage

Health Services

EngineeringLighting & Electricity

Birth & Death Registration

Planning & Design

Roads

Education

Projects & Development

Town Planning Land & Land use

Parks & Gardens

Heritage Buildings

Building

Financial Management

Asset Management

H R ManagementPoverty

Management

Inventory Management

Revenue Management

Back office Management

Civic Services Management System

April 22, 2023

ICT in Program Management

Program Objectiv

es

Information

Gathering

Implementation Strategy

Beneficiaries

Database

Training / Aids to benefici

aries

Monitoring

Implementation

Objectives

Achieved

Lesson Learned

Sample Programs

Program Management Tool

April 22, 2023

Quick and Effective Citizen ServicesBirth & Death Registration

Marriage Registration

Water Connection

Property Tax

Sewerage Connection

Fire Safety

Ambulance

Health Facilities

Transportation

Building Permission

Business Licenses

Open spaces

Library

Recreational Facilities

Graveyards / Crematorium

Grievances

Solid Waste Management

Slum Development

April 22, 2023

Urban Local Bodies : Dashboard

April 22, 2023

Local Govt. Economy Tracking Dashboard

Source : http://www.projectmanager.com/images/showcase/dashboard-1.jpg

Source : http://www.dashboards-for-business.com/wp-content/uploads/2012/10/business-intelligence-dashboard.png

April 22, 2023

Source : https://data.edmonton.ca/dashboard

Citizen Service Delivery Dashboard

April 22, 2023

Vision My Corner

City Health

Alerts / Notificaitons

Dashboard of Mayor / Municipal Commissioner

Thank you