Rajkumar service delivery_imp

bybyRaj Kumar, IASRaj Kumar, IAS

Secretary to the Govt. of Gujarat,Secretary to the Govt. of Gujarat,Department of Science & Technology. Department of Science & Technology.

Date: 18Date: 18thth January 2008, New Delhi. January 2008, New Delhi.

Integrated Service Delivery: Integrated Service Delivery: Issues & ChallengesIssues & Challenges

1.1. IntroductionIntroduction2.2. Service Delivery Preparedness (Back-end)Service Delivery Preparedness (Back-end)

(i)Databases (i)Databases (ii)Information(ii)Information(iii)e-readiness of Back end processing(iii)e-readiness of Back end processing

3.3. Service Delivery Framework (Front-end)Service Delivery Framework (Front-end)(i)CSCs (i)CSCs (ii)Integrated Service Portal(ii)Integrated Service Portal(iii)Fee Structure(iii)Fee Structure

4.4. Infrastructure ReadinessInfrastructure Readiness(i)SWAN including last mile connectivity(i)SWAN including last mile connectivity(ii)Data Center(ii)Data Center

5. 5. Governance of e-GovernanceGovernance of e-Governance(i)Business Process Reengineering(i)Business Process Reengineering(ii)Performance based reward system for (ii)Performance based reward system for

stakeholders.stakeholders.

Integrated Service Delivery: Integrated Service Delivery: ProloguePrologue

Currently, using e-governance some of the Currently, using e-governance some of the citizen services are being delivered in a citizen services are being delivered in a decentralized mannerdecentralized manner..

E.g. One Day Governance & e-Dhara centers in all E.g. One Day Governance & e-Dhara centers in all Mamlatdar offices (Block Level); City Civic Centres in Mamlatdar offices (Block Level); City Civic Centres in Ahmedabad Municipal Corporation, e-Stamp Ahmedabad Municipal Corporation, e-Stamp Registration in Stamp Duty Registrar offices. Similarly, Registration in Stamp Duty Registrar offices. Similarly, Education Board provides results on web site.Education Board provides results on web site.

Contd..Contd..

Integrated Service Delivery: Integrated Service Delivery: ProloguePrologue

Limitations of existing service delivery Limitations of existing service delivery system(s):system(s):

Necessitates Citizen’s visit to respective govt. office;Necessitates Citizen’s visit to respective govt. office; No. of services are limited to a particular line No. of services are limited to a particular line

deptt./office(s).deptt./office(s). Evolution of service delivery across different Evolution of service delivery across different

offices/line deptts. in the State has resulted in offices/line deptts. in the State has resulted in variations in procedure, fee structure, software, variations in procedure, fee structure, software, database structure, delivery mechanism database structure, delivery mechanism (departmentally/PPP mode) etc.(departmentally/PPP mode) etc.

Such service delivery initiatives have evolved through Such service delivery initiatives have evolved through Individual efforts rather than system oriented Individual efforts rather than system oriented approach.approach.

Integrated Service Delivery:Integrated Service Delivery:VISIONVISION

““To facilitate To facilitate inclusive growth inclusive growth for all by for all by providing services to the citizens at their providing services to the citizens at their door step in an easy, effective, efficient door step in an easy, effective, efficient and transparent manner.”and transparent manner.”

Realization of this vision by Realization of this vision by 20102010 is one is one of the of the Golden Goals Golden Goals of Gujarat.of Gujarat.

Integrated Service Delivery PortalIntegrated Service Delivery Portal

Integrated Service Delivery: Integrated Service Delivery: Service Delivery Preparedness (Back-end)Service Delivery Preparedness (Back-end)

Databases: Databases: Electronic data bases are essential for easy, Electronic data bases are essential for easy, effective and efficient service delivery. effective and efficient service delivery.

Availability of electronic data bases;Availability of electronic data bases; Uniformity of database structures within the line deptt.;Uniformity of database structures within the line deptt.; Interoperability of databases of different line deptts.; Interoperability of databases of different line deptts.; Availability of regional language software tools for better Availability of regional language software tools for better

management;management; Regular updation of databases.Regular updation of databases. Readily available Statewide Readily available Statewide Electronic Databases in Electronic Databases in

GujaratGujarat::((i)Land records i)Land records (all land holders) (all land holders) ((ii)Ration Cards ii)Ration Cards (all card (all card holders) (iii)holders) (iii)BPL list BPL list (all surveyed BPL families) (iv)(all surveyed BPL families) (iv)Employment Employment exchanges exchanges (all exchanges) (v)Electoral list (entire state’s voter (all exchanges) (v)Electoral list (entire state’s voter population) population) (vi)(vi)Soil Health Card Soil Health Card for all 18000 villagesfor all 18000 villages

(vii)(vii)Secondary Education Board Secondary Education Board results (last 10 years)results (last 10 years) In most of the above cases, systems for data base updation are in place.In most of the above cases, systems for data base updation are in place.


Information oriented data:Information oriented data: Availability and accessibility of citizen centric information.Availability and accessibility of citizen centric information. Regular maintenance/updation of information.Regular maintenance/updation of information.

Status of Information type database in Status of Information type database in Gujarat.Gujarat.

Generally maintained on websites (exceeding 200) Generally maintained on websites (exceeding 200) e.g. Agriculture commodity price information, High e.g. Agriculture commodity price information, High court case information system, employment court case information system, employment exchange data information etc.exchange data information etc.

Regular maintenance of information database(s) is a Regular maintenance of information database(s) is a challenge.challenge.


E-Readiness of back end processing:E-Readiness of back end processing: Availability of connectivity/ LAN in respective offices, Hardware & Availability of connectivity/ LAN in respective offices, Hardware &

application software(s), trained & responsive workforce.application software(s), trained & responsive workforce.

Gujarat’s Status:Gujarat’s Status: A large no. of line deptts. have provided computer h/w and A large no. of line deptts. have provided computer h/w and

developed application S/w using 2-3% allocation out of Plan grants developed application S/w using 2-3% allocation out of Plan grants each year. each year.

Quite a few of citizen centric services are being delivered from Quite a few of citizen centric services are being delivered from Collector/Mamlatdar offices i.e. One Day Governance Centers.Collector/Mamlatdar offices i.e. One Day Governance Centers.

Govt. has made computer learning compulsory for recruitment/ Govt. has made computer learning compulsory for recruitment/ promotion across all cadres of class I to III.promotion across all cadres of class I to III.

In order to provide service delivery on a sustainable basis, District In order to provide service delivery on a sustainable basis, District E-Society has been formed. In some cases PPP model is also E-Society has been formed. In some cases PPP model is also followed.followed.

Integrated Service Delivery: Integrated Service Delivery: Service Delivery Framework (Front-end)Service Delivery Framework (Front-end)

Common Service Centers (CSC):Common Service Centers (CSC): Schemes formalized by GoI. Schemes formalized by GoI. Many states are in the process of selecting SCAsMany states are in the process of selecting SCAs.. In the absence of govt. services, at best, it will deliver In the absence of govt. services, at best, it will deliver

private business oriented services. Building credibility private business oriented services. Building credibility of CSC as reliable delivery center of government of CSC as reliable delivery center of government services would be a challenge.services would be a challenge.

Connectivity including bandwidth quality/speed.Connectivity including bandwidth quality/speed. Electricity Infrastructure in the villages.Electricity Infrastructure in the villages. Availability of trained manpower to man CSCs.Availability of trained manpower to man CSCs. Financial viability of CSC operations.Financial viability of CSC operations. Contd..Contd..


Gujarat’s Status:Gujarat’s Status: M/s 3 i Infotech, CMS and Reliance communication M/s 3 i Infotech, CMS and Reliance communication

appointed as SCA in 4 zones of the State (oct.07). There appointed as SCA in 4 zones of the State (oct.07). There will be 6000 CSCs covering 13693 Village Panchayats. will be 6000 CSCs covering 13693 Village Panchayats. All bids are negative i.e. govt. earns revenue from them.All bids are negative i.e. govt. earns revenue from them.

Connectivity:-Connectivity:- Work awarded to M/s Airtel in oct. 07 for Work awarded to M/s Airtel in oct. 07 for providing VSAT based broadband connectivity (54 providing VSAT based broadband connectivity (54 MBPS on sharable basis among CSCs & village MBPS on sharable basis among CSCs & village panchayats) to all 13693 village panchayats in Gujarat. panchayats) to all 13693 village panchayats in Gujarat. All major government offices upto Taluka connected All major government offices upto Taluka connected through SWAN.through SWAN.

All CSCs would be housed in Gram Panchayat buildings.All CSCs would be housed in Gram Panchayat buildings. All villages have 24 hrs power supply. All villages have 24 hrs power supply.


Integrated Service Portal: Integrated Service Portal: On Line On Line

Integrated Service Delivery Portal is a Integrated Service Delivery Portal is a mustmust for the success of CSC scheme. Least, it for the success of CSC scheme. Least, it should be designated as a should be designated as a mission mode mission mode projectproject under NeGP.under NeGP.

Unique Citizen ID?Unique Citizen ID? E-payment?E-payment? Continued..Continued..

Integrated Service DeliveryIntegrated Service Delivery: : Progress Progress Status of GujaratStatus of Gujarat

On Line On Line Integrated Service & Information portal is being Integrated Service & Information portal is being developed. Central Portal Server would be connected to data developed. Central Portal Server would be connected to data base servers in the State Data Center. We intend to provide base servers in the State Data Center. We intend to provide following major services through portal:following major services through portal:

Data BasesData Bases ServicesServices BeneficiariesBeneficiaries

1.Land Records 1.Land Records (All 225 Talukas)(All 225 Talukas)

Occupancy certificates, MutationOccupancy certificates, Mutation Farmers/ land Farmers/ land ownersowners

2.Ration cards 2.Ration cards (All 225 Talukas)(All 225 Talukas)

Addition/deletion of names, new Addition/deletion of names, new cards, change in address etc.cards, change in address etc.

Entire Entire PopulationPopulation

3.BPL list 3.BPL list (All 225 Talukas)(All 225 Talukas)

Useful for Govt. scheme benefitsUseful for Govt. scheme benefits BPLBPL

4.Electoral roll 4.Electoral roll (whole state)(whole state)

Useful as Citizen ID; elector(s) Useful as Citizen ID; elector(s) name addition/deletionname addition/deletion

Entire Entire PopulationPopulation

5.Education Board 5.Education Board (10 yrs data)(10 yrs data)

Education certificates for 10/12Education certificates for 10/12thth

Re-examination of answer booksRe-examination of answer booksStudent Student communitycommunity

6. Soil Health Card 6. Soil Health Card (All 18000 villages)(All 18000 villages)

Decision support for agriculture Decision support for agriculture e.g. fertilizer inputs, cropse.g. fertilizer inputs, crops

FarmersFarmers

Integrated Service DeliveryIntegrated Service Delivery: : Progress Status of Progress Status of GujaratGujarat

In addition, we intend to provide following other In addition, we intend to provide following other major govt. services to the people in 1major govt. services to the people in 1stst Phase:- Phase:-

ServiceService BeneficiariesBeneficiaries

Birth/death certificatesBirth/death certificates Entire stateEntire state

Old age/widow PensionOld age/widow Pension Destitute PersonsDestitute Persons

Caste/income certificatesCaste/income certificates Entire populationEntire population

Govt. Insurance schemesGovt. Insurance schemes Students, landless labor, Students, landless labor, farmersfarmers

Housing schemesHousing schemes BPL, SC/ST PopulationBPL, SC/ST Population

Driving License (Learners’)Driving License (Learners’) Eligible populationEligible population

Weather informationWeather information FarmersFarmers

Agriculture Commodity Prices info.Agriculture Commodity Prices info. FarmersFarmers

Railway Time Table/ReservationRailway Time Table/Reservation Entire PopulationEntire Population

Employment exchangesEmployment exchanges Job seekers’ and job providers Job seekers’ and job providers informationinformation

Integrated Service Delivery: Integrated Service Delivery: Service Delivery Framework (Front-end)Service Delivery Framework (Front-end) Fee Structure:Fee Structure: Value for money.Value for money. Guard against rent seeking and encourage competition Guard against rent seeking and encourage competition

in due course.in due course. Gujarat’s Status: Gujarat’s Status: Fee structure for CSC is as following:Fee structure for CSC is as following:

Type of Type of TransactionTransaction

Charge to Charge to CitizenCitizen

SCA / VLE’s SCA / VLE’s ShareShare

GoG’s ShareGoG’s Share Utility Provider Utility Provider to payto pay

E-governmentE-government Rs. 10Rs. 10 Rs. 8Rs. 8 Rs. 2Rs. 2 Rs. 0Rs. 0

Utility bill Utility bill collectioncollection

Rs. 0Rs. 0 Rs. 4Rs. 4 Rs. 1Rs. 1 Rs. 5Rs. 5

On line land On line land recordrecord

Rs.15Rs.15 Rs. 10Rs. 10 Rs. 5Rs. 5 Rs. 0Rs. 0

Integrated Service Delivery: Integrated Service Delivery: Infrastructure ReadinessInfrastructure Readiness

SWAN: SWAN: Must for collection/updation of data and Must for collection/updation of data and processing of service requests. Most of the States are in processing of service requests. Most of the States are in various stages of SWAN implementation. Network various stages of SWAN implementation. Network stabilization takes time.stabilization takes time.

Providing last mile connectivity to various field offices of Providing last mile connectivity to various field offices of line deptts. is a time consuming and challenging task.line deptts. is a time consuming and challenging task.

Gujarat SWAN Status:Gujarat SWAN Status:(i)Operational since Dec 2001.(i)Operational since Dec 2001.(ii)More than 3500 offices connected across the state.(ii)More than 3500 offices connected across the state.(iii)Currently GSWAN enhancement is underway.(iii)Currently GSWAN enhancement is underway.(iv)Quality of the last mile connectivity to offices other than (iv)Quality of the last mile connectivity to offices other than

Collector/Mamlatdar offices is an issue.Collector/Mamlatdar offices is an issue.

Integrated Service Delivery: Integrated Service Delivery: Infrastructure ReadinessInfrastructure Readiness

Data Center Data Center is an integral part of SWAN. To some is an integral part of SWAN. To some extent, NIC data center support is available in the extent, NIC data center support is available in the States.States.

State Data Center scheme yet to be finalized by GoI.State Data Center scheme yet to be finalized by GoI. Aggregation of decentralized databases.Aggregation of decentralized databases. Business Continuity Plan (BCP)Business Continuity Plan (BCP) Gujarat Data Center StatusGujarat Data Center Status:: GSWAN Server Farm & NIC do provide reasonable GSWAN Server Farm & NIC do provide reasonable

support.support. Mail and web-site hosting services are provided by Mail and web-site hosting services are provided by

Server Farm.Server Farm. As part of BCP, Gujarat is setting up DR at NIC, As part of BCP, Gujarat is setting up DR at NIC,

Hyderabad.Hyderabad.

Integrated Service DeliveryIntegrated Service Delivery: : Governance of E-Governance Governance of E-Governance (1)(1)

Demand MeasurementDemand Measurement: Dynamic mechanism needed : Dynamic mechanism needed for sfor survey & measurement of shifts in citizen demand patterns.urvey & measurement of shifts in citizen demand patterns.

Demand Creation: Demand Creation: Communication and publicity strategy at Communication and publicity strategy at national and local level.national and local level.

Business Process Reengineering:Business Process Reengineering: NecessaryNecessary for improvement in quality of service delivery. for improvement in quality of service delivery.

ChangesChanges needed in rules/ administrative procedures. E.g. needed in rules/ administrative procedures. E.g. Mechanism for collection of service fees and its transfer to Mechanism for collection of service fees and its transfer to various line deptts./local authorities, authority for physical various line deptts./local authorities, authority for physical verification of applicant, attestation of affidavit etc.verification of applicant, attestation of affidavit etc.

ReformReform distrust based governance systems into mutual trust distrust based governance systems into mutual trust based systems by implementing mechanism for cross verification based systems by implementing mechanism for cross verification of multi layered electronic databases e.g. electoral data, ration of multi layered electronic databases e.g. electoral data, ration card data, BPL data etc.card data, BPL data etc.

CreateCreate competitive structures for service delivery, wherever competitive structures for service delivery, wherever possible as technology enables it.possible as technology enables it.

Integrated Service DeliveryIntegrated Service Delivery: : Governance of E-Governance Governance of E-Governance (2)(2)

Institutional mechanism for management of Integrated Institutional mechanism for management of Integrated Service Delivery system.Service Delivery system.

Performance based reward system for stakeholders.Performance based reward system for stakeholders. In a successful delivery system, governments would, In a successful delivery system, governments would,

probably, observe higher levels of citizen satisfaction.probably, observe higher levels of citizen satisfaction. Customer benefits from reduction in existing Customer benefits from reduction in existing

transaction cost/time.transaction cost/time. Front interface benefits from revenue share in the Front interface benefits from revenue share in the

income from transaction fees.income from transaction fees. Back end interface may end up with punishments only. Back end interface may end up with punishments only.

Logically, efficiency should be rewarded.Logically, efficiency should be rewarded.

THANKSTHANKS