Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances Ministry of Personnel,
Public Grievances and Pensions, Government of India
http://indiagovernance.gov.in/
Researched and Documented by
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Methodology ................................
Background ................................
Objective
................................................................
Transparency and Accountability
Governance Knowledge Centre
Public Grievances and Pensions
Researched and documented by
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Executive Summary
The Government of Karnataka (G0K) started the pilot project of
Nemmadi Telecentre initiative
in Maddur, a town in Mandya district of Karnataka in 2004 to enable
the
governance services to rural citizens thereby reducing human
intervention. Karnataka has been
recognised nationally and internationally for promoting citizen
centric practices of governance
under PPP model. Nemmadi telecentre initiative has
efforts of different states to promote a transparent and
accountable model of delivering e
governance services.
Nemmadi telecentre project is a public private intervention which
aims at empowering the
lives of the rural citizens. Through the innovative use of
information and technology it plays a
very important role in improving the state’s delivery of governance
related services. Many
private organisations such as Comat technologies, N
have helped in setting up of the telecentres across the state and
has overcome all technological
hurdles.
This initiative was first piloted in one taluka for a period of one
year before starting it in the
entire state but was later expanded to eleven
in urban districts of Bangalore incorporated with all the
experience and learnings. Today this
initiative has been running in the entire state with over 800
telecentres till now and provides a
scope for replication in other states of India too. The actual
project was started in September
2006 in the entire state and was designed to enable rural citizens
an access to hassle free and
timely public services at their doorsteps.
Its efforts in enhancing public serv
This initiative has been awarded the National Silver award for
e
for rural development - Microsoft award for e
award for e- governance (2007) within one year after it was
launched.
Methodology Governance Knowledge Centre research team identified
Nemmadi Telecentre project as a best
practice because of its success in providing e
doorstep in the entire state of Karnataka and improving their
lives.. The team conducted
extensive secondary research using reliable web sources for
documenting Nemmadi as a best
practice. Secondary research methods were used to gain basic
understanding
programme. In this regard publications available online, website
for public portal
(http://www.nemmadi.karnataka.gov.in/
Public Grievances and Pensions
Researched and documented by
Executive Summary
The Government of Karnataka (G0K) started the pilot project of
Nemmadi Telecentre initiative
in Maddur, a town in Mandya district of Karnataka in 2004 to enable
the
governance services to rural citizens thereby reducing human
intervention. Karnataka has been
recognised nationally and internationally for promoting citizen
centric practices of governance
under PPP model. Nemmadi telecentre initiative has played a
significant role among many
efforts of different states to promote a transparent and
accountable model of delivering e
Nemmadi telecentre project is a public private intervention which
aims at empowering the
l citizens. Through the innovative use of information and
technology it plays a
very important role in improving the state’s delivery of governance
related services. Many
private organisations such as Comat technologies, N-Logue
communications and 3i InfoT
have helped in setting up of the telecentres across the state and
has overcome all technological
This initiative was first piloted in one taluka for a period of one
year before starting it in the
entire state but was later expanded to eleven talukas in Mandya,
Davangere, and Dharwad and
in urban districts of Bangalore incorporated with all the
experience and learnings. Today this
initiative has been running in the entire state with over 800
telecentres till now and provides a
tion in other states of India too. The actual project was started
in September
2006 in the entire state and was designed to enable rural citizens
an access to hassle free and
timely public services at their doorsteps.
Its efforts in enhancing public service delivery has been
recognised and acknowledged widely.
This initiative has been awarded the National Silver award for e-
governance (2007
Microsoft award for e- governance (2007) and Government
technology
governance (2007) within one year after it was launched.
Governance Knowledge Centre research team identified Nemmadi
Telecentre project as a best
practice because of its success in providing e- governance services
to the rural citizens at the
doorstep in the entire state of Karnataka and improving their
lives.. The team conducted
extensive secondary research using reliable web sources for
documenting Nemmadi as a best
practice. Secondary research methods were used to gain basic
understanding
programme. In this regard publications available online, website
for public portal
http://www.nemmadi.karnataka.gov.in/) was studied under which the
project was started by
Transparency and Accountability
Case Study E-Governance
Nemmadi Telecentre Project
2
The Government of Karnataka (G0K) started the pilot project of
Nemmadi Telecentre initiative
in Maddur, a town in Mandya district of Karnataka in 2004 to enable
the delivery of e-
governance services to rural citizens thereby reducing human
intervention. Karnataka has been
recognised nationally and internationally for promoting citizen
centric practices of governance
played a significant role among many
efforts of different states to promote a transparent and
accountable model of delivering e-
Nemmadi telecentre project is a public private intervention which
aims at empowering the
l citizens. Through the innovative use of information and
technology it plays a
very important role in improving the state’s delivery of governance
related services. Many
Logue communications and 3i InfoTech
have helped in setting up of the telecentres across the state and
has overcome all technological
This initiative was first piloted in one taluka for a period of one
year before starting it in the
talukas in Mandya, Davangere, and Dharwad and
in urban districts of Bangalore incorporated with all the
experience and learnings. Today this
initiative has been running in the entire state with over 800
telecentres till now and provides a
tion in other states of India too. The actual project was started
in September
2006 in the entire state and was designed to enable rural citizens
an access to hassle free and
ice delivery has been recognised and acknowledged widely.
governance (2007- 2008), IT
Governance Knowledge Centre research team identified Nemmadi
Telecentre project as a best
governance services to the rural citizens at their
doorstep in the entire state of Karnataka and improving their
lives.. The team conducted
extensive secondary research using reliable web sources for
documenting Nemmadi as a best
practice. Secondary research methods were used to gain basic
understanding of the
programme. In this regard publications available online, website
for public portal
) was studied under which the project was started by
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Government of Karnataka to identify the stakeholders and
understanding the working design
of the project.
Having identified the stakeholders the next step was to interview
them to get a deeper insight
in to the operation and impact of the initiative. Following the
background stud
interview was conducted with the Director of Nemmadi project to
enhance understanding
about the project design, about its functioning at grass root
level, technology used,
implementation strategy, and address related gaps.
Efforts have been made to provide objective information in the
document. However only the
implementer of the programme was interviewed, the study is limited
in terms of
documentation of views and responses of the beneficiaries.
Background To introduce e-governance on a national scale and
to
deliver efficient e -governance services at the doorstep
of every citizen, Government of Karnataka initiated
Nemmadi project in 2004. Karnataka i
pioneer of e-governance in India thereby making l
of rural and urban people easier. In the year 2000, the
e-governance strategy was disclosed in Karnataka
much before the National e-governance plan as part of
IT Millennium policy. The aim of e
strategy in Karnataka was to enhance use of
information and communication technology for the
better functioning of government so that it can deliver
services to the rural citizens at their door step. The key
motivation behind initiation of
Nemmadi project was actually the e
involved providing benefits to rural citizens through computerized
applications and
digitization of seven million agricultural land records. But with
time state government felt the
need for telecentres under Public Private Partners
feasible to establish and operate computer centres at every village
and now these telecentres
would not be restricted to delivery of land record but also many
other e
To provide citizen with every facilities and making their lives
easier, services provided through
Bhoomi project was not sufficient therefore other rural digital
services need to be provided
through the set up of these telecentres under Nemmadi project which
acted as a single w
for all the services.
Public Grievances and Pensions
Researched and documented by
to identify the stakeholders and understanding the working
design
Having identified the stakeholders the next step was to interview
them to get a deeper insight
in to the operation and impact of the initiative. Following the
background stud
interview was conducted with the Director of Nemmadi project to
enhance understanding
about the project design, about its functioning at grass root
level, technology used,
implementation strategy, and address related gaps.
de to provide objective information in the document. However only
the
implementer of the programme was interviewed, the study is limited
in terms of
documentation of views and responses of the beneficiaries.
governance on a national scale and to
governance services at the doorstep
of every citizen, Government of Karnataka initiated
Nemmadi project in 2004. Karnataka is seen as a
governance in India thereby making lives
of rural and urban people easier. In the year 2000, the
governance strategy was disclosed in Karnataka
governance plan as part of
IT Millennium policy. The aim of e-governance
strategy in Karnataka was to enhance use of
formation and communication technology for the
better functioning of government so that it can deliver
services to the rural citizens at their door step. The key
motivation behind initiation of
Nemmadi project was actually the e-governance initiative known as
Bhoomi project which
involved providing benefits to rural citizens through computerized
applications and
digitization of seven million agricultural land records. But with
time state government felt the
need for telecentres under Public Private Partnerships model (PPP)
as it was difficult and not
feasible to establish and operate computer centres at every village
and now these telecentres
would not be restricted to delivery of land record but also many
other e-
h every facilities and making their lives easier, services provided
through
Bhoomi project was not sufficient therefore other rural digital
services need to be provided
through the set up of these telecentres under Nemmadi project which
acted as a single w
Salient features
to identify the stakeholders and understanding the working
design
Having identified the stakeholders the next step was to interview
them to get a deeper insight
in to the operation and impact of the initiative. Following the
background study telephonic
interview was conducted with the Director of Nemmadi project to
enhance understanding
about the project design, about its functioning at grass root
level, technology used,
de to provide objective information in the document. However only
the
implementer of the programme was interviewed, the study is limited
in terms of
services to the rural citizens at their door step. The key
motivation behind initiation of
as Bhoomi project which
involved providing benefits to rural citizens through computerized
applications and
digitization of seven million agricultural land records. But with
time state government felt the
hips model (PPP) as it was difficult and not
feasible to establish and operate computer centres at every village
and now these telecentres
- governance services.
h every facilities and making their lives easier, services provided
through
Bhoomi project was not sufficient therefore other rural digital
services need to be provided
through the set up of these telecentres under Nemmadi project which
acted as a single window
Salient features
entire state in 2006
services at village level
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Nemmadi is a unique and innovative initiative that was piloted in
Karnataka and needs to be
replicated in other states in India. The e
in 2004 with a pilot project in Maddur
efficacy across villages. To achieve its mission of providing IT
enabled Government services to
the common man in the village in a transparent and affordable
manner, Government of
Karnataka has set up a network of 800 telecentres at village hoblis
which is known as cluster of
villages through PPP model. It has also set up 177 back offices at
taluka level. This was the first
and largest G2C and B2C e-governance project that offers a range of
thirty ei
issue of caste certificates, birth and death certificates etc at
the door step of rural citizens known
as Rural Digital Services (RDS) through its 800 telecentres located
at hobli
Rural Digital Services are categorized in following mann
• Status Certificates-
certificate, birth certificate, death certificate etc come under
this
certificates are important for delivering services to citizens such
as banks, schools,
hospitals etc by many public and private organisations.
• Income Certificates
households. It consists of certificates like income certificate,
unemployment certificate,
bonafide certificate, widow pension etc. These are used in getting
grants or subsidies
from the government.
• Land related Certificate
cultivation of land. Certificates that come under this category are
No tenancy certificate,
land holding certificate, mutations etc. These certificates are
important for the
transactions in dealing with buying and selling of land and for
obtaining
related to land requirements.
Nemmadi telecentres offered services from beginning till the end to
citizens through internet
facilities. Telecentres were operated by IT company and operators
looked after the entry of the
citizen data at the time of the application for services. The data
was then processed at the back
end taluk office. The citizens had to collect the digital
certificates at the telecentres after some
days. These telecentres provided both G2C and B2C services
Transparency and Accountability
Governance Knowledge Centre
Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Nemmadi Telecentre Pr
s a unique and innovative initiative that was piloted in Karnataka
and needs to be
replicated in other states in India. The e-Governance Department
began this telecentre initiative
in 2004 with a pilot project in Maddur, a town in Mandya district
of Karnataka to determine its
efficacy across villages. To achieve its mission of providing IT
enabled Government services to
the common man in the village in a transparent and affordable
manner, Government of
up a network of 800 telecentres at village hoblis which is known as
cluster of
villages through PPP model. It has also set up 177 back offices at
taluka level. This was the first
governance project that offers a range of thirty ei
issue of caste certificates, birth and death certificates etc at
the door step of rural citizens known
as Rural Digital Services (RDS) through its 800 telecentres located
at hoblis.
Services are categorized in following manner:
Services related to it deals with the status of citizen’s
existence.
Certificates such as residence certificate, caste certificate,
living certificate, widow
certificate, birth certificate, death certificate etc come under
this
certificates are important for delivering services to citizens such
as banks, schools,
hospitals etc by many public and private organisations.
s – Services related to it deals with the level of income of
onsists of certificates like income certificate, unemployment
certificate,
bonafide certificate, widow pension etc. These are used in getting
grants or subsidies
Land related Certificates – Services related to it deals with the
owners
cultivation of land. Certificates that come under this category are
No tenancy certificate,
land holding certificate, mutations etc. These certificates are
important for the
transactions in dealing with buying and selling of land and for
obtaining
related to land requirements.
s offered services from beginning till the end to citizens through
internet
facilities. Telecentres were operated by IT company and operators
looked after the entry of the
of the application for services. The data was then processed at the
back
end taluk office. The citizens had to collect the digital
certificates at the telecentres after some
days. These telecentres provided both G2C and B2C services.
Transparency and Accountability
Case Study E-Governance
Nemmadi Telecentre Project
4
s a unique and innovative initiative that was piloted in Karnataka
and needs to be
this telecentre initiative
, a town in Mandya district of Karnataka to determine its
efficacy across villages. To achieve its mission of providing IT
enabled Government services to
the common man in the village in a transparent and affordable
manner, Government of
up a network of 800 telecentres at village hoblis which is known as
cluster of
villages through PPP model. It has also set up 177 back offices at
taluka level. This was the first
governance project that offers a range of thirty eight services
like
issue of caste certificates, birth and death certificates etc at
the door step of rural citizens known
s.
Services related to it deals with the status of citizen’s
existence.
Certificates such as residence certificate, caste certificate,
living certificate, widow
certificate, birth certificate, death certificate etc come under
this category. These
certificates are important for delivering services to citizens such
as banks, schools,
Services related to it deals with the level of income of
onsists of certificates like income certificate, unemployment
certificate,
bonafide certificate, widow pension etc. These are used in getting
grants or subsidies
Services related to it deals with the ownership and
cultivation of land. Certificates that come under this category are
No tenancy certificate,
land holding certificate, mutations etc. These certificates are
important for the
transactions in dealing with buying and selling of land and for
obtaining resources
s offered services from beginning till the end to citizens through
internet
facilities. Telecentres were operated by IT company and operators
looked after the entry of the
of the application for services. The data was then processed at the
back-
end taluk office. The citizens had to collect the digital
certificates at the telecentres after some
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
-Updating data
These telecentres have been set up in each of 749 hobli quarters
and some of the hoblis have
additional telecentres to serve the needs of citizens.
office has a back office through which services are delivered. This
becomes convenient for the
citizen as no more the citizen has to travel taluka office to avail
the services by traveling on an
average 30 km as he can avail these service
5km away. The citizen will get all the thirty eight services which
were earlier given in taluka
offices now from telecentres and can al
project includes four components which are Village telecentres,
Taluka back office, Taluka
server and State data centre.
This initiative has been successfully recognized by both national
and international government
organisations. Today it has provided delivery of all e
window resulting in transparent, accountable and affordable
delivery of services. By
Transparency and Accountability
Governance Knowledge Centre
Public Grievances and Pensions
Researched and documented by
Figure 1: Telecentre services
Source: OneWorld Foundation, 2012
These telecentres have been set up in each of 749 hobli quarters
and some of the hoblis have
additional telecentres to serve the needs of citizens. Apart from
these telecentres, each taluka
office has a back office through which services are delivered. This
becomes convenient for the
citizen as no more the citizen has to travel taluka office to avail
the services by traveling on an
e can avail these services by visiting nearby hobli telecentre to
which is just
5km away. The citizen will get all the thirty eight services which
were earlier given in taluka
offices now from telecentres and can also avail B2C services.
Service infrastru
project includes four components which are Village telecentres,
Taluka back office, Taluka
This initiative has been successfully recognized by both national
and international government
as provided delivery of all e- governance services through
single
window resulting in transparent, accountable and affordable
delivery of services. By
Transparency and Accountability
Case Study E-Governance
Nemmadi Telecentre Project
Insurance related services
These telecentres have been set up in each of 749 hobli quarters
and some of the hoblis have
Apart from these telecentres, each taluka
office has a back office through which services are delivered. This
becomes convenient for the
citizen as no more the citizen has to travel taluka office to avail
the services by traveling on an
by visiting nearby hobli telecentre to which is just
5km away. The citizen will get all the thirty eight services which
were earlier given in taluka
so avail B2C services. Service infrastructure of this
project includes four components which are Village telecentres,
Taluka back office, Taluka
This initiative has been successfully recognized by both national
and international government
governance services through single
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
establishing 800 telecentres in the villages it has empowered the
lives of rural citizens and
helped them to gain information and knowledge about their
rights.
Objective Nemmadi project is a flagship PPP initiative which
enabled e-governance services to the rural citizens through
efficient, transparent, reliable and
affordable manner.
Nemmadi project has following objectives
• To create smart and virtual offices of state government in all
the villages
• To enhance accountability, transparency and responsiveness of the
government towards
citizens needs
• To scale up the operation of all departments so that it covers
all G2C services
• To provide to government departments and agencies a means of
efficient and cost
effective method of service delivery to citizens
• To manage delivery of services through PPP model
• To enable government departments and agencies to focus on their
important functions
and responsibilities.
Project Design
Key stakeholders
• Secretary, e-Governance,
• Caseworkers at the taluk office level
• Taluk back office operator
Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Nemmadi Telecentre Pr
establishing 800 telecentres in the villages it has empowered the
lives of rural citizens and
to gain information and knowledge about their rights.
s a flagship PPP initiative which was started with the aim to
provide IT
governance services to the rural citizens through efficient,
transparent, reliable and
Nemmadi project has following objectives:
To create smart and virtual offices of state government in all the
villages
To enhance accountability, transparency and responsiveness of the
government towards
operation of all departments so that it covers all G2C
services
To provide to government departments and agencies a means of
efficient and cost
effective method of service delivery to citizens
To manage delivery of services through PPP model
vernment departments and agencies to focus on their important
functions
Government of Karnataka
Citizens of Karnataka
Governance, Government of Karnataka
Caseworkers at the taluk office level
Taluk back office operator
6
establishing 800 telecentres in the villages it has empowered the
lives of rural citizens and
s started with the aim to provide IT
governance services to the rural citizens through efficient,
transparent, reliable and
To create smart and virtual offices of state government in all the
villages
To enhance accountability, transparency and responsiveness of the
government towards
operation of all departments so that it covers all G2C
services
To provide to government departments and agencies a means of
efficient and cost
vernment departments and agencies to focus on their important
functions
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
The e-Governance department started the pilot project of Nemmadi
telecentre initiative in 2004
in Maddur, a town in Mandya district of Karnataka. This project is
basically a citizen centric
project that focuses on delivering many e
Under the Nemmadi programme services are delivered to the citizen
through an infrastructure
model that is deployed by the state government at taluka level,
state level and a network of
village known as telecentres. The pilot
(NIC) through the use of already existing technical infrastructure
of Bhoomi project. Initially a
preliminary model for two services was developed which comprised of
divisional
commissioners, tahsildars and caseworkers. However there was no
involvement of village
accountants, revenue inspectors in the decision making process.
These services were then
improved and were finally piloted from March 2004 to September
2006. To ensure the success
of this programme the state government adopted an approach and
identifies two important
parameters. First the need for the strong application and secondly
establishing networks of
delivery centres to deliver the services to citizens. This
initiative was first piloted in
for a period of one year before starting it in the entire state.
With time the piloted project was
then expanded to eleven talukas in Mandya, Davangere, and Dharwad
and in urban districts of
Bangalore. The learnings and outcomes were then review
of the program in the entire state. The experiences of the pilot
project helped in understanding
various issues involved in scaling up the programme in the entire
state. It was not feasible to
establish and operate computer centres at every village and hence
starting of the telecentres
under PPP model was the substitute for it. N
ten telecentres in Karnataka which are being run by local
entrepreneurs to provide telecom and
telemedicine services for this pilot project. Another fourteen
services were added to the two
services which were piloted in Maddur in 2005 in the later stages
of this pilot project. In
September 2006 the project was awarded and in April 2007 over 769
telec
in the entire state.
Following are the broad categories under which services are
rendered in Karnataka:
Bhoomi RTC – Among various projects of Government of Karnataka, the
project Bhoomi was
an example of one of its kind which proved how computer application
has benefited the rural
citizens. Under this programme 200 lakh land records of 70 lakh
farmers living in 30000 vi
Transparency and Accountability
Governance Knowledge Centre
Public Grievances and Pensions
Researched and documented by
Governance department started the pilot project of Nemmadi
telecentre initiative in 2004
in Maddur, a town in Mandya district of Karnataka. This project is
basically a citizen centric
project that focuses on delivering many e- governance services to
the citizens at their doorstep.
Under the Nemmadi programme services are delivered to the citizen
through an infrastructure
model that is deployed by the state government at taluka level,
state level and a network of
village known as telecentres. The pilot project was executed by
National Informatics Centre
(NIC) through the use of already existing technical infrastructure
of Bhoomi project. Initially a
preliminary model for two services was developed which comprised of
divisional
and caseworkers. However there was no involvement of village
accountants, revenue inspectors in the decision making process.
These services were then
improved and were finally piloted from March 2004 to September
2006. To ensure the success
me the state government adopted an approach and identifies two
important
parameters. First the need for the strong application and secondly
establishing networks of
delivery centres to deliver the services to citizens. This
initiative was first piloted in
for a period of one year before starting it in the entire state.
With time the piloted project was
then expanded to eleven talukas in Mandya, Davangere, and Dharwad
and in urban districts of
Bangalore. The learnings and outcomes were then reviewed and were
incorporated in starting
of the program in the entire state. The experiences of the pilot
project helped in understanding
various issues involved in scaling up the programme in the entire
state. It was not feasible to
uter centres at every village and hence starting of the
telecentres
under PPP model was the substitute for it. N-Logue organization has
helped in setting up of
ten telecentres in Karnataka which are being run by local
entrepreneurs to provide telecom and
elemedicine services for this pilot project. Another fourteen
services were added to the two
services which were piloted in Maddur in 2005 in the later stages
of this pilot project. In
September 2006 the project was awarded and in April 2007 over 769
telecentres was established
Following are the broad categories under which services are
rendered in Karnataka:
Among various projects of Government of Karnataka, the project
Bhoomi was
an example of one of its kind which proved how computer application
has benefited the rural
citizens. Under this programme 200 lakh land records of 70 lakh
farmers living in 30000 vi
Transparency and Accountability
Case Study E-Governance
Nemmadi Telecentre Project
Governance department started the pilot project of Nemmadi
telecentre initiative in 2004
in Maddur, a town in Mandya district of Karnataka. This project is
basically a citizen centric
the citizens at their doorstep.
Under the Nemmadi programme services are delivered to the citizen
through an infrastructure
model that is deployed by the state government at taluka level,
state level and a network of
project was executed by National Informatics Centre
(NIC) through the use of already existing technical infrastructure
of Bhoomi project. Initially a
preliminary model for two services was developed which comprised of
divisional
and caseworkers. However there was no involvement of village
accountants, revenue inspectors in the decision making process.
These services were then
improved and were finally piloted from March 2004 to September
2006. To ensure the success
me the state government adopted an approach and identifies two
important
parameters. First the need for the strong application and secondly
establishing networks of
delivery centres to deliver the services to citizens. This
initiative was first piloted in one taluka
for a period of one year before starting it in the entire state.
With time the piloted project was
then expanded to eleven talukas in Mandya, Davangere, and Dharwad
and in urban districts of
ed and were incorporated in starting
of the program in the entire state. The experiences of the pilot
project helped in understanding
various issues involved in scaling up the programme in the entire
state. It was not feasible to
uter centres at every village and hence starting of the
telecentres
Logue organization has helped in setting up of
ten telecentres in Karnataka which are being run by local
entrepreneurs to provide telecom and
elemedicine services for this pilot project. Another fourteen
services were added to the two
services which were piloted in Maddur in 2005 in the later stages
of this pilot project. In
entres was established
Following are the broad categories under which services are
rendered in Karnataka:
Among various projects of Government of Karnataka, the project
Bhoomi was
an example of one of its kind which proved how computer application
has benefited the rural
citizens. Under this programme 200 lakh land records of 70 lakh
farmers living in 30000 villages
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
of Karnataka have been computerized. One of the important
components of Bhoomi
programme is village telecentres which enable the citizen to get a
copy of his land record (RTC)
at his village without the need to travel to the distant taluka
office. A
replicated at the State Data Centre (SDC) on daily basis and the
village telecentre accesses the
Bhoomi records from the SDC through RTC on web.
Rural Digital Services (RDS)
from the taluka to the citizen. This include delivery of services
such as caste certificate, death
certificate, birth certificate , application fore social security
schemes like old age pension
scheme widow pension scheme etc.
ESCOM Electricity Bill Collection
Electricity Supply Company (HESCOM), Gulbarga Electricity Supply
Company (GESCOM),
Mangalore Electricity Supply Company (MESCOM) and Chamundeshwari
Electricity Supply
Company (ESCOM).There is this provision of collection of payments
of electricity bill of
citizens through these telecentres. Currently the efforts are being
made to expand the services
across state and deliver it through their existing 800
telecentres.
Monitoring and Evaluation
To monitor the activities of telecentres Government of Karnataka
has set up Nemmadi
Monitoring Cell. This monitoring cell comprises of six members from
different organiations.
The Nemmadi Monitoring Cell reports to
Services (DEDCS), and is responsible for monitoring of Nemmadi
project. Any concern or
issues of people with regard to the project is addressed to DEDCS.
Whereas any issues related
to infrastructure, training or employment at specific
telecentres
partners of this project who are responsible. DEDCS also instituted
organizations such as
National Informatics Centre, Software Technology Parks of India
(STPI) and Karnataka State
Electronics Development Corporation Limited to dea
the certificates , training to the operators and enhancing the
overall process pf Nemmadi
telecentres. NIC helped in overcoming the challenge of upgrading
the Nemmadi version of 2.2
to version of 2.3 within three
organisations and other monitoring mechanism were incorporated to
enhance the software in a
better way.
Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Nemmadi Telecentre Pr
of Karnataka have been computerized. One of the important
components of Bhoomi
programme is village telecentres which enable the citizen to get a
copy of his land record (RTC)
at his village without the need to travel to the distant taluka
office. All the data from taluka is
replicated at the State Data Centre (SDC) on daily basis and the
village telecentre accesses the
Bhoomi records from the SDC through RTC on web.
Rural Digital Services (RDS) - This involves delivery of services
of revenue departm
from the taluka to the citizen. This include delivery of services
such as caste certificate, death
certificate, birth certificate , application fore social security
schemes like old age pension
scheme widow pension scheme etc.
ollection- There are five electricity supply companies (ESCOM)
in
Karnataka which are in operation - Bangalore Electricity Supply
Company (BESCOM), Hubli
Electricity Supply Company (HESCOM), Gulbarga Electricity Supply
Company (GESCOM),
ty Supply Company (MESCOM) and Chamundeshwari Electricity
Supply
Company (ESCOM).There is this provision of collection of payments
of electricity bill of
citizens through these telecentres. Currently the efforts are being
made to expand the services
state and deliver it through their existing 800 telecentres.
valuation
To monitor the activities of telecentres Government of Karnataka
has set up Nemmadi
Monitoring Cell. This monitoring cell comprises of six members from
different organiations.
Monitoring Cell reports to the Directorate of Electronic Delivery
of
(DEDCS), and is responsible for monitoring of Nemmadi project. Any
concern or
issues of people with regard to the project is addressed to DEDCS.
Whereas any issues related
to infrastructure, training or employment at specific telecentres
are addressed to private
partners of this project who are responsible. DEDCS also instituted
organizations such as
National Informatics Centre, Software Technology Parks of India
(STPI) and Karnataka State
Electronics Development Corporation Limited to deal with the
complaints tahsildars in issuing
the certificates , training to the operators and enhancing the
overall process pf Nemmadi
telecentres. NIC helped in overcoming the challenge of upgrading
the Nemmadi version of 2.2
to version of 2.3 within three to six months. All the changes
suggested by the partner
organisations and other monitoring mechanism were incorporated to
enhance the software in a
Transparency and Accountability
Case Study E-Governance
Nemmadi Telecentre Project
8
of Karnataka have been computerized. One of the important
components of Bhoomi
programme is village telecentres which enable the citizen to get a
copy of his land record (RTC)
ll the data from taluka is
replicated at the State Data Centre (SDC) on daily basis and the
village telecentre accesses the
of services of revenue department
from the taluka to the citizen. This include delivery of services
such as caste certificate, death
certificate, birth certificate , application fore social security
schemes like old age pension
There are five electricity supply companies (ESCOM) in
Bangalore Electricity Supply Company (BESCOM), Hubli
Electricity Supply Company (HESCOM), Gulbarga Electricity Supply
Company (GESCOM),
ty Supply Company (MESCOM) and Chamundeshwari Electricity
Supply
Company (ESCOM).There is this provision of collection of payments
of electricity bill of
citizens through these telecentres. Currently the efforts are being
made to expand the services
To monitor the activities of telecentres Government of Karnataka
has set up Nemmadi
Monitoring Cell. This monitoring cell comprises of six members from
different organiations.
the Directorate of Electronic Delivery of Citizen
(DEDCS), and is responsible for monitoring of Nemmadi project. Any
concern or
issues of people with regard to the project is addressed to DEDCS.
Whereas any issues related
are addressed to private
partners of this project who are responsible. DEDCS also instituted
organizations such as
National Informatics Centre, Software Technology Parks of India
(STPI) and Karnataka State
l with the complaints tahsildars in issuing
the certificates , training to the operators and enhancing the
overall process pf Nemmadi
telecentres. NIC helped in overcoming the challenge of upgrading
the Nemmadi version of 2.2
to six months. All the changes suggested by the partner
organisations and other monitoring mechanism were incorporated to
enhance the software in a
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Service user feedback mechanism
The government of Karnataka ensures to provide citizens with all
the e
and increased the number of services that needs to be delivered
from telecentres. Before
starting the programme in the entire state it was piloted first in
one taluka for a period of one
year and during this period everything was refined including the
service delivery parameters
and was then incorporated in actual rollout of the programme .As
most of the services are
delivered online, Nemmadi project has set of well defined service
level agreements (See
Annexure A) that ensures that services are delivered to people in
a
manner. These services are very crucial for the citizens so
feedbacks from citizens are solved
though this mechanism by following service level agreements such as
making sure there are
extra computer in telecentre in case when transactions
check on operator presence and maintaining record of telecentre
login etc. So through this
mechanism, the request and complaints of the citizens are addressed
and taken into
consideration and new things are incorporat
Technology
The e- governance service delivery comprises of following
components:
Village Telecentre – These centers are considered as a primary
source for delivering e
governance services to the citizens set up in hoblis centers. All
the queries regarding issue of
the certificate or obtaining it are listed at these telecenters. At
the village telecenter
application is a thick application which most of the time uses
online connectivity to write
directly to central database but does work in offline mode in
absence of connectivity.
Transparency and Accountability
Governance Knowledge Centre
Public Grievances and Pensions
Researched and documented by
Service user feedback mechanism
The government of Karnataka ensures to provide citizens with all
the e
of services that needs to be delivered from telecentres.
Before
starting the programme in the entire state it was piloted first in
one taluka for a period of one
year and during this period everything was refined including the
service delivery parameters
nd was then incorporated in actual rollout of the programme .As
most of the services are
delivered online, Nemmadi project has set of well defined service
level agreements (See
ensures that services are delivered to people in a
transparent
manner. These services are very crucial for the citizens so
feedbacks from citizens are solved
though this mechanism by following service level agreements such as
making sure there are
extra computer in telecentre in case when transactions exceed by
more than 7500, keeping a
check on operator presence and maintaining record of telecentre
login etc. So through this
mechanism, the request and complaints of the citizens are addressed
and taken into
consideration and new things are incorporated to ensure efficient
delivery of the services.
governance service delivery comprises of following
components:
These centers are considered as a primary source for delivering
e
governance services to the citizens set up in hoblis centers. All
the queries regarding issue of
the certificate or obtaining it are listed at these telecenters. At
the village telecenter
application is a thick application which most of the time uses
online connectivity to write
directly to central database but does work in offline mode in
absence of connectivity.
Transparency and Accountability
Case Study E-Governance
Nemmadi Telecentre Project
9
The government of Karnataka ensures to provide citizens with all
the e -governance services
of services that needs to be delivered from telecentres.
Before
starting the programme in the entire state it was piloted first in
one taluka for a period of one
year and during this period everything was refined including the
service delivery parameters
nd was then incorporated in actual rollout of the programme .As
most of the services are
delivered online, Nemmadi project has set of well defined service
level agreements (See
transparent and affordable
manner. These services are very crucial for the citizens so
feedbacks from citizens are solved
though this mechanism by following service level agreements such as
making sure there are
exceed by more than 7500, keeping a
check on operator presence and maintaining record of telecentre
login etc. So through this
mechanism, the request and complaints of the citizens are addressed
and taken into
ed to ensure efficient delivery of the services.
These centers are considered as a primary source for delivering
e-
governance services to the citizens set up in hoblis centers. All
the queries regarding issue of
the certificate or obtaining it are listed at these telecenters. At
the village telecenter the RDS
application is a thick application which most of the time uses
online connectivity to write
directly to central database but does work in offline mode in
absence of connectivity.
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Taluka back office- The back office ensures that
are processed and is verifies for the data which is to be used in
generating the certificates for
the citizens and is signed by the Tahsildar through his smart card.
The digitally signed
certificates can be downloaded at the village telecentres and is
issued to the applicant.
Taluka server – This server consist of data base of rural digital
services transactions at the
taluka. Connection to the state data centre of the taluka servers
posses some advantage such
these servers are manageable from a central location making
application management and
deployment quite easier. Secondly these servers are free from
security risks as taluka servers
can be connected only through state data centre.
State Data Centre (SDC)
channels to departmental servers making it free from any security
risk. Karnataka is one of the
first states to create SDCs for delivery of all e
disaster recovery centre. Also the rural digital service database
is the single database at SDC.
Very Small Aperture Terminal Network (VSAT)
telecenters to the state data center and the state data center to
the Nemmadi b
of the 177 talukas .To maintain the security level data was
exchanged between the two through
SDC. All taluk back offices are headed by the tahsildar and is
assisted by a group of
Transparency and Accountability
Governance Knowledge Centre
Public Grievances and Pensions
Researched and documented by
Source: Nemmadi, Government of Karnataka
The back office ensures that all the requests received from the
telecentres
are processed and is verifies for the data which is to be used in
generating the certificates for
the citizens and is signed by the Tahsildar through his smart card.
The digitally signed
wnloaded at the village telecentres and is issued to the
applicant.
This server consist of data base of rural digital services
transactions at the
taluka. Connection to the state data centre of the taluka servers
posses some advantage such
these servers are manageable from a central location making
application management and
deployment quite easier. Secondly these servers are free from
security risks as taluka servers
can be connected only through state data centre.
– SDCs are the only means through which connect delivery
channels to departmental servers making it free from any security
risk. Karnataka is one of the
first states to create SDCs for delivery of all e- governance
applications and also acts as a
er recovery centre. Also the rural digital service database is the
single database at SDC.
Very Small Aperture Terminal Network (VSAT) - This network connects
each of the
telecenters to the state data center and the state data center to
the Nemmadi b
To maintain the security level data was exchanged between the two
through
SDC. All taluk back offices are headed by the tahsildar and is
assisted by a group of
Transparency and Accountability
Case Study E-Governance
Nemmadi Telecentre Project
all the requests received from the telecentres
are processed and is verifies for the data which is to be used in
generating the certificates for
the citizens and is signed by the Tahsildar through his smart card.
The digitally signed
wnloaded at the village telecentres and is issued to the
applicant.
This server consist of data base of rural digital services
transactions at the
taluka. Connection to the state data centre of the taluka servers
posses some advantage such as
these servers are manageable from a central location making
application management and
deployment quite easier. Secondly these servers are free from
security risks as taluka servers
SDCs are the only means through which connect delivery
channels to departmental servers making it free from any security
risk. Karnataka is one of the
governance applications and also acts as a
er recovery centre. Also the rural digital service database is the
single database at SDC.
This network connects each of the
telecenters to the state data center and the state data center to
the Nemmadi back offices in each
To maintain the security level data was exchanged between the two
through
SDC. All taluk back offices are headed by the tahsildar and is
assisted by a group of
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
the taluk office level, Taluk back office operator
Figure
Source: M. Das Aundhe & R. Narasimhan. ‘Project Nemmadi: the
bytes and bites of ICT
implementation in India’. Web.6 October 2012.
<http://nmims.edu/wpcontent/uploads/2012/08/Dr.
Financial Model
Revenue Model:
As this project is developed on Public Private Partnership model
its capital recurring cost is
been taken care of by PPP partners. In terms of
to establish back offices in each of the taluka offices is provided
by Government of Karnataka.
Source of revenue for PPP partners include user charges,
transaction charges, fees from the
Government of Karnataka, data entry charges for digitization of
data, hiring hand held devices,
B2C services, and provision of internet and IT based
services.
Transparency and Accountability
Governance Knowledge Centre
Public Grievances and Pensions
Researched and documented by
functionaries which include Village Accountants and revenue
inspector at field, Caseworkers at
Taluk back office operator
Figure 4: Nemmadi telecentre delivering services
Source: M. Das Aundhe & R. Narasimhan. ‘Project Nemmadi: the
bytes and bites of ICT
implementation in India’. Web.6 October 2012.
<http://nmims.edu/wpcontent/uploads/2012/08/Dr.
Narasimhan-Cas
As this project is developed on Public Private Partnership model
its capital recurring cost is
been taken care of by PPP partners. In terms of providing
infrastructure support and 200 sq ft
to establish back offices in each of the taluka offices is provided
by Government of Karnataka.
Source of revenue for PPP partners include user charges,
transaction charges, fees from the
ka, data entry charges for digitization of data, hiring hand held
devices,
B2C services, and provision of internet and IT based
services.
Transparency and Accountability
Case Study E-Governance
Nemmadi Telecentre Project
nue inspector at field, Caseworkers at
Source: M. Das Aundhe & R. Narasimhan. ‘Project Nemmadi: the
bytes and bites of ICT adoption and
implementation in India’. Web.6 October 2012.
<http://nmims.edu/wpcontent/uploads/2012/08/Dr.-Ramesh-
As this project is developed on Public Private Partnership model
its capital recurring cost is
providing infrastructure support and 200 sq ft
to establish back offices in each of the taluka offices is provided
by Government of Karnataka.
Source of revenue for PPP partners include user charges,
transaction charges, fees from the
ka, data entry charges for digitization of data, hiring hand held
devices,
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Hassle free access to services
The Nemmadi telecentre system helps the citizen to access the
services in a us
manner and saves their time and money. The B2C services offered
help citizen to get access to
computer education, information about various schemes and also
provide training for English
speaking course. Through the establishment of these telece
services can be accessed by citizens anywhere and anytime, which
prevents unnecessary delays
and long queues outside the government departments. This has helped
government to
strengthen their delivery of e-
Employment generation
Nemmadi telecentres project has benefited people from all sections
of the society in gaining
knowledge about their rights and other information. It has
generated employment in many
rural areas which has helped
increase in government revenues. This initiative has been
successful in providing services to
the people and is empowering their lives by transforming them into
empowered citizens.
Improvement in delivery of services
The standard of delivery of the e
improved and the number of services available to citizens has also
increased. It is serving to a
large number of populations in th
telecentres in every village. Due to the improvement in the
delivery of the services, the time
and cost savings of the citizens have increased. Citizens have
benefited through these
telecentres be it in terms of availing information or getting some
certificate in limited period of
time.
Transparency and accountability due to monitoring mechanism
This system is supported by service delivery mechanism which keeps
a check on corruption
and issuing of erroneous certificates which makes the entire
transaction very strict with robust
application process and monitoring cell unit. The
an easy and user friendly process thereby preventing the need to
stand in l
the government departments or depending on village accountant who
acts as a middleman.
This has facilitated greater transparency between the government
and the citizens.
Transparency and Accountability
Governance Knowledge Centre
Public Grievances and Pensions
Researched and documented by
Hassle free access to services
The Nemmadi telecentre system helps the citizen to access the
services in a us
manner and saves their time and money. The B2C services offered
help citizen to get access to
computer education, information about various schemes and also
provide training for English
Through the establishment of these telecentres in each village
essential
services can be accessed by citizens anywhere and anytime, which
prevents unnecessary delays
and long queues outside the government departments. This has helped
government to
- governance services to citizens.
Nemmadi telecentres project has benefited people from all sections
of the society in gaining
knowledge about their rights and other information. It has
generated employment in many
rural areas which has helped citizens to secure sustainable basis
of livelihood and has led to the
increase in government revenues. This initiative has been
successful in providing services to
the people and is empowering their lives by transforming them into
empowered citizens.
ovement in delivery of services
The standard of delivery of the e- governance services under
Nemmadi telecentre project has
improved and the number of services available to citizens has also
increased. It is serving to a
large number of populations in the entire state of Karnataka
through the establishment of 800
telecentres in every village. Due to the improvement in the
delivery of the services, the time
and cost savings of the citizens have increased. Citizens have
benefited through these
e it in terms of availing information or getting some certificate
in limited period of
cy and accountability due to monitoring mechanism
This system is supported by service delivery mechanism which keeps
a check on corruption
of erroneous certificates which makes the entire transaction very
strict with robust
application process and monitoring cell unit. The citizens can
directly access services through
an easy and user friendly process thereby preventing the need to
stand in l
the government departments or depending on village accountant who
acts as a middleman.
This has facilitated greater transparency between the government
and the citizens.
Transparency and Accountability
Case Study E-Governance
Nemmadi Telecentre Project
12
The Nemmadi telecentre system helps the citizen to access the
services in a user friendly
manner and saves their time and money. The B2C services offered
help citizen to get access to
computer education, information about various schemes and also
provide training for English
ntres in each village essential
services can be accessed by citizens anywhere and anytime, which
prevents unnecessary delays
and long queues outside the government departments. This has helped
government to
Nemmadi telecentres project has benefited people from all sections
of the society in gaining
knowledge about their rights and other information. It has
generated employment in many
citizens to secure sustainable basis of livelihood and has led to
the
increase in government revenues. This initiative has been
successful in providing services to
the people and is empowering their lives by transforming them into
empowered citizens.
governance services under Nemmadi telecentre project has
improved and the number of services available to citizens has also
increased. It is serving to a
e entire state of Karnataka through the establishment of 800
telecentres in every village. Due to the improvement in the
delivery of the services, the time
and cost savings of the citizens have increased. Citizens have
benefited through these
e it in terms of availing information or getting some certificate
in limited period of
This system is supported by service delivery mechanism which keeps
a check on corruption
of erroneous certificates which makes the entire transaction very
strict with robust
citizens can directly access services through
an easy and user friendly process thereby preventing the need to
stand in long queues outside
the government departments or depending on village accountant who
acts as a middleman.
This has facilitated greater transparency between the government
and the citizens.
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Nemmadi project has empowered the lives of rural citizens
kinds of e- governance services. Within one year after it was
launched the project received three
awards during 2007-2008
• Microsoft award for e-
• Government technology award for e
This project offer some benefits to the citizens as they are the
major stakeholders of this project
such as establishment of 800 telecentres which deliver services to
the citizens at their doorstep,
it also generated awareness, literacy among and empowered people.
Karnataka is first state to
create state data centres and maintaining it and many researches
have shown that there has
been increase in the number of transactions at Nemmadi telecentres
which
are using this initiative and are getting benefits from it. Apart
from providing only government
services this project is also offering many B2C services to the
citizens such as computer
education, insurance related facility etc.
Challenges in Implementation Motivating Government
Functionaries
Nemmadi telecentre service is premised on the need to empower rural
citizens by providing
them all e- governance services thereby reducing the human
intervention and
citizen centric design. Among the wide range of services that
telecentres offer there is need to
strengthen existing levels of service delivery. This requires
greater responsiveness and
transparency on the part of the government officials i
citizens which can be challenging. The attitude of village
functionaries was a challenge to the
implementation of this project as they were not much
cooperative.
However, this initiative has managed to get immense s
short period of time and has strong connections with the IT
department which represents the
state government of and private technological partners.
Adequate technological connectivity
A major challenge that Nemmadi proje
technological connectivity. During the time of rollout of the
project issues related to
Transparency and Accountability
Governance Knowledge Centre
Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Nemmadi Telecentre Pr
Nemmadi project has empowered the lives of rural citizens by
providing them with different
governance services. Within one year after it was launched the
project received three
National Silver award for e- governance (2007-2008)
- governance (2007)
Government technology award for e- governance (2007)
This project offer some benefits to the citizens as they are the
major stakeholders of this project
such as establishment of 800 telecentres which deliver services to
the citizens at their doorstep,
lso generated awareness, literacy among and empowered people.
Karnataka is first state to
create state data centres and maintaining it and many researches
have shown that there has
been increase in the number of transactions at Nemmadi telecentres
which
are using this initiative and are getting benefits from it. Apart
from providing only government
services this project is also offering many B2C services to the
citizens such as computer
education, insurance related facility etc.
Challenges in Implementation Motivating Government
Functionaries
Nemmadi telecentre service is premised on the need to empower rural
citizens by providing
governance services thereby reducing the human intervention
and
citizen centric design. Among the wide range of services that
telecentres offer there is need to
strengthen existing levels of service delivery. This requires
greater responsiveness and
transparency on the part of the government officials in fulfilling
their functions towards the
citizens which can be challenging. The attitude of village
functionaries was a challenge to the
implementation of this project as they were not much
cooperative.
However, this initiative has managed to get immense support from
the government within a
short period of time and has strong connections with the IT
department which represents the
state government of and private technological partners.
Adequate technological connectivity
A major challenge that Nemmadi project has overcome to a large
extent is lack of adequate
technological connectivity. During the time of rollout of the
project issues related to
Transparency and Accountability
Case Study E-Governance
Nemmadi Telecentre Project
by providing them with different
governance services. Within one year after it was launched the
project received three
This project offer some benefits to the citizens as they are the
major stakeholders of this project
such as establishment of 800 telecentres which deliver services to
the citizens at their doorstep,
lso generated awareness, literacy among and empowered people.
Karnataka is first state to
create state data centres and maintaining it and many researches
have shown that there has
been increase in the number of transactions at Nemmadi telecentres
which shows that citizen
are using this initiative and are getting benefits from it. Apart
from providing only government
services this project is also offering many B2C services to the
citizens such as computer
Nemmadi telecentre service is premised on the need to empower rural
citizens by providing
governance services thereby reducing the human intervention and is
based on the
citizen centric design. Among the wide range of services that
telecentres offer there is need to
strengthen existing levels of service delivery. This requires
greater responsiveness and
n fulfilling their functions towards the
citizens which can be challenging. The attitude of village
functionaries was a challenge to the
upport from the government within a
short period of time and has strong connections with the IT
department which represents the
ct has overcome to a large extent is lack of adequate
technological connectivity. During the time of rollout of the
project issues related to
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
connectivity and power which was then solved by there partner
organisation Comat
technologies by developing the gl
of operation.
Another challenge faced was break in the connectivity between the
telecentre and state data
centre which affected the print out of the certificate. As the
project aims at strength
reach of services in rural areas to citizens it s important to have
strong connectivity system.
Improving inefficiencies in process
The inefficiencies in process of issuing a certificates were faced
because earlier all the process
was handled by middlemen and he to submit the application on behalf
of the citizen which
resulted in a lot of discrepancies in terms of data base of citizen
and many erroneous certificates
were created and services were delayed.
To overcome this challenge and to increa
services, the Nemmadi telecentre system employed there own
telecentre operators to prevent
the inefficiencies in the process of issuing and in providing
required information is generated at the counter. There is a need
to make the system more
transparent and accountable.
Maintenance of telecentres
Nemmadi telecentres are an important part of this initiative but
setting up of these centres was
another challenge. The setting up of telecentres required various
task such as identification of
facility, leasing a facility and identifying telecentre operator.
Training the telecentre operator
for the Nemmadi application was again a big hurdle and it delayed
the activities of the
telecentres.
In addition to identification of telecentre premises, there was
also another concern of meeting
the telecentre facility specifications. Some of these
specifications were arranging for internet
connectivity, providing earthling in hoblis areas,
identifying the location of telecentre operation. All these
specifications were met with time and
up gradation of technology was done by various private
partners.
Potential for Replication By empowering the lives o
telecentres, Nemmadi project has proved to be a successful PPP
project as compare to many
other initiatives that have not been as successful in reaching out
to people as Nemmadi project
Transparency and Accountability
Governance Knowledge Centre
Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Nemmadi Telecentre Pr
connectivity and power which was then solved by there partner
organisation Comat
technologies by developing the global services infrastructure which
provided the offline modes
Another challenge faced was break in the connectivity between the
telecentre and state data
centre which affected the print out of the certificate. As the
project aims at strength
reach of services in rural areas to citizens it s important to have
strong connectivity system.
Improving inefficiencies in process
The inefficiencies in process of issuing a certificates were faced
because earlier all the process
y middlemen and he to submit the application on behalf of the
citizen which
resulted in a lot of discrepancies in terms of data base of citizen
and many erroneous certificates
were created and services were delayed.
To overcome this challenge and to increase the faith of citizen in
delivery of e
services, the Nemmadi telecentre system employed there own
telecentre operators to prevent
the inefficiencies in the process of issuing and in providing
assistance to citizens so all the
ion is generated at the counter. There is a need to make the system
more
Nemmadi telecentres are an important part of this initiative but
setting up of these centres was
g up of telecentres required various task such as identification
of
facility, leasing a facility and identifying telecentre operator.
Training the telecentre operator
for the Nemmadi application was again a big hurdle and it delayed
the activities of the
In addition to identification of telecentre premises, there was
also another concern of meeting
the telecentre facility specifications. Some of these
specifications were arranging for internet
connectivity, providing earthling in hoblis areas, lack of skilled
people, and difficulty in
identifying the location of telecentre operation. All these
specifications were met with time and
up gradation of technology was done by various private
partners.
Potential for Replication By empowering the lives of the rural
citizens and providing them with services from
telecentres, Nemmadi project has proved to be a successful PPP
project as compare to many
other initiatives that have not been as successful in reaching out
to people as Nemmadi project
Transparency and Accountability
Case Study E-Governance
Nemmadi Telecentre Project
14
connectivity and power which was then solved by there partner
organisation Comat
obal services infrastructure which provided the offline modes
Another challenge faced was break in the connectivity between the
telecentre and state data
centre which affected the print out of the certificate. As the
project aims at strengthening the
reach of services in rural areas to citizens it s important to have
strong connectivity system.
The inefficiencies in process of issuing a certificates were faced
because earlier all the process
y middlemen and he to submit the application on behalf of the
citizen which
resulted in a lot of discrepancies in terms of data base of citizen
and many erroneous certificates
se the faith of citizen in delivery of e-governance
services, the Nemmadi telecentre system employed there own
telecentre operators to prevent
assistance to citizens so all the
ion is generated at the counter. There is a need to make the system
more
Nemmadi telecentres are an important part of this initiative but
setting up of these centres was
g up of telecentres required various task such as identification
of
facility, leasing a facility and identifying telecentre operator.
Training the telecentre operator
for the Nemmadi application was again a big hurdle and it delayed
the activities of the
In addition to identification of telecentre premises, there was
also another concern of meeting
the telecentre facility specifications. Some of these
specifications were arranging for internet
lack of skilled people, and difficulty in
identifying the location of telecentre operation. All these
specifications were met with time and
f the rural citizens and providing them with services from
telecentres, Nemmadi project has proved to be a successful PPP
project as compare to many
other initiatives that have not been as successful in reaching out
to people as Nemmadi project
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
has progressed. The state government started with the pilot project
in one taluka in Maddur a
town in Mandya district of Madhya Pradesh for one year but later it
was replicated in eleven
talukas and was later introduced in the entire state in a
sustainable manner.
The strength of Nemmadi telecentre project lies in its ability to
deliver all the e
services through the database by reducing human intervention to
better the lives of the rural
citizens and providing them with all necessary information
through
technology. This provides Nemmadi project with the potential for
replication not just in
Karnataka but in other states of India too. Nemmadi project in
Karnataka has proved that with
appropriate support of government and support from priv
technological and other challenges. Other states could also adopt
this approach of providing a
single window for delivery of all government services at the
village level thereby putting an
end to laborious and time consumi
The uniqueness of this project lies in its ability to sustain
itself as one of its kind which deliver
services online from 769 telecentres and upgrading all database of
citizens at the state data
centre.
Sustainability of the Project As mentioned Nemmadi telecentre
project is a very good system of delivering services to the
people and making their lives easier. This project has been
successful and has bagged three
awards within a short period of time only because of
decision making level and the entire team of project who worked in
making this project reach
out to rural areas. This project clearly shows that to make e
citizen in a transparent and account
will. The implementation of Nemmadi project has also reduced human
interference and
increased its efficiency in terms of providing services. Though the
state government has made
efforts to include many e- governance services but telecentre
project cannot only rely on
government services thus this project has employed telecentre
operators to provide B2C
services such as computer education, English speaking course with
the aim to empower the
lives of the citizens. As all the e
doorstep they don’t have to travel long distance and spend their
money which makes this
initiative economically viable and sustainable. Furthermore, the
initiative is also pr
social relevance by providing rural citizen with all the
information and services and reducing
human interference. The state level up scaling of the initiative
was done after its pilot project
validated its usefulness in the efficient delivery of
state.
Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Nemmadi Telecentre Pr
sed. The state government started with the pilot project in one
taluka in Maddur a
town in Mandya district of Madhya Pradesh for one year but later it
was replicated in eleven
talukas and was later introduced in the entire state in a
sustainable manner.
he strength of Nemmadi telecentre project lies in its ability to
deliver all the e
services through the database by reducing human intervention to
better the lives of the rural
citizens and providing them with all necessary information
through
technology. This provides Nemmadi project with the potential for
replication not just in
Karnataka but in other states of India too. Nemmadi project in
Karnataka has proved that with
appropriate support of government and support from private partners
it can withstand all
technological and other challenges. Other states could also adopt
this approach of providing a
single window for delivery of all government services at the
village level thereby putting an
end to laborious and time consuming manual method.
The uniqueness of this project lies in its ability to sustain
itself as one of its kind which deliver
services online from 769 telecentres and upgrading all database of
citizens at the state data
the Project As mentioned Nemmadi telecentre project is a very good
system of delivering services to the
people and making their lives easier. This project has been
successful and has bagged three
awards within a short period of time only because of sustained
government support at the
decision making level and the entire team of project who worked in
making this project reach
out to rural areas. This project clearly shows that to make e-
governance services available to
citizen in a transparent and accountable manner it requires a lot
of government support and
will. The implementation of Nemmadi project has also reduced human
interference and
increased its efficiency in terms of providing services. Though the
state government has made
governance services but telecentre project cannot only rely
on
government services thus this project has employed telecentre
operators to provide B2C
services such as computer education, English speaking course with
the aim to empower the
citizens. As all the e- governance services are provided to the
citizen at their
doorstep they don’t have to travel long distance and spend their
money which makes this
initiative economically viable and sustainable. Furthermore, the
initiative is also pr
social relevance by providing rural citizen with all the
information and services and reducing
human interference. The state level up scaling of the initiative
was done after its pilot project
validated its usefulness in the efficient delivery of e –
governance services across the entire
Transparency and Accountability
Case Study E-Governance
Nemmadi Telecentre Project
15
sed. The state government started with the pilot project in one
taluka in Maddur a
town in Mandya district of Madhya Pradesh for one year but later it
was replicated in eleven
talukas and was later introduced in the entire state in a
sustainable manner.
he strength of Nemmadi telecentre project lies in its ability to
deliver all the e- governance
services through the database by reducing human intervention to
better the lives of the rural
citizens and providing them with all necessary information through
the use of better
technology. This provides Nemmadi project with the potential for
replication not just in
Karnataka but in other states of India too. Nemmadi project in
Karnataka has proved that with
ate partners it can withstand all
technological and other challenges. Other states could also adopt
this approach of providing a
single window for delivery of all government services at the
village level thereby putting an
The uniqueness of this project lies in its ability to sustain
itself as one of its kind which deliver
services online from 769 telecentres and upgrading all database of
citizens at the state data
As mentioned Nemmadi telecentre project is a very good system of
delivering services to the
people and making their lives easier. This project has been
successful and has bagged three
ined government support at the
decision making level and the entire team of project who worked in
making this project reach
governance services available to
able manner it requires a lot of government support and
will. The implementation of Nemmadi project has also reduced human
interference and
increased its efficiency in terms of providing services. Though the
state government has made
governance services but telecentre project cannot only rely
on
government services thus this project has employed telecentre
operators to provide B2C
services such as computer education, English speaking course with
the aim to empower the
governance services are provided to the citizen at their
doorstep they don’t have to travel long distance and spend their
money which makes this
initiative economically viable and sustainable. Furthermore, the
initiative is also proving its
social relevance by providing rural citizen with all the
information and services and reducing
human interference. The state level up scaling of the initiative
was done after its pilot project
governance services across the entire
Transparency and Accountability
Governance Knowledge Centre Promoted by Department of
Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Conclusion Nemmadi Telecentre is a successful public
the remarkable achievements of Karnataka government in the domain
of public service
delivery. The partnerships with various private orgnaisations have
contributed in promoting
and enhancing the citizen centric model of governance. Nemmadi
telecentre has facilitated
accountable and effective public service delivery through the
innovative use of information a
technology. Its backend process is monitored by robust application
process and monitoring cell
so that citizen can get access to various services efficiently. The
importance to delivery of e
governance services through a single window at citizen doorst
strengthen the case of Nemmadi telecentre project as a best
practice. One of the important
achievements of this project has been increase in government
revenue and employment
generation in rural areas along with raising stand
Research was carried out by the OneWorld Foundation India (OWFI),
Governance Knowledge Centre (GKC) team.
Documentation was created by Communication Associate,
For further information, please contact
References Government of Karnataka.Nemmadi
V.Singh. & J.Gururaj: ‘Nemmadi Telecenter Project’.Web.6
October 2012.
<http://egovreach.in/uploads/demo/casestudy/Nemmadi.pdf
implementation in India’.Web.6 October 2012. <
content/uploads/2012/08/Dr.
Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Nemmadi Telecentre Pr
Nemmadi Telecentre is a successful public – private partnership
which is regarded as one of
the remarkable achievements of Karnataka government in the domain
of public service
erships with various private orgnaisations have contributed in
promoting
and enhancing the citizen centric model of governance. Nemmadi
telecentre has facilitated
accountable and effective public service delivery through the
innovative use of information a
technology. Its backend process is monitored by robust application
process and monitoring cell
so that citizen can get access to various services efficiently. The
importance to delivery of e
governance services through a single window at citizen doorsteps
and empowering their lives
strengthen the case of Nemmadi telecentre project as a best
practice. One of the important
achievements of this project has been increase in government
revenue and employment
generation in rural areas along with raising standard of service
delivery.
Research was carried out by the OneWorld Foundation India (OWFI),
Governance Knowledge Centre (GKC) team.
Documentation was created by Communication Associate, Bhavya
Goswami
For further information, please contact Rajiv Tikoo, Director,
OWFI, at
[email protected]
Government of Karnataka.Nemmadi –Delivering Government Services at
Citizen’s Doorstep.
www.nemmadi.karnataka.gov.in/>
http://egovreach.in/uploads/demo/casestudy/Nemmadi