Government of Punjab Restricted Elitex ‘05 “Citizen Centric Self-Sustainable Grassroots Applications using ICT” APRIL 26, 2005, New Delhi Presented by

Government of Punjab Restricted

Elitex Elitex

‘05‘05 ““Citizen Centric Citizen Centric Self-Sustainable Grassroots Self-Sustainable Grassroots

Applications using ICT”Applications using ICT”

APRIL 26, 2005, New Delhi

Presented by : Nirmaljeet Singh KalsiDirector - cum - Secretary,

Department of ITGovernment of Punjab


2

INDEX

AgendaAgenda

Envision an ICT Powered State Our Approach Role of DIT,GOI E-Gov Initiatives Public Private Partnership Implementation Procedures Implementation Challenges Structured Procedures & Methods Our Learning…


3

INDEX

Overall Economic Development Supported by Public Private Partnership

Good Governance (Ram Rajya)- Generally the Political manifesto Improved delivery of citizen services ICT as a unique opportunity to effectively and efficiently collect the

State revenues which could be used for development e-Governance as a tool to control the Depts for some Create Quality Manpower through ICT education at all level Create new jobs by bringing in new ICT industry IT as local economic booster Political Will and Leadership of CM mandatory Focus on Top Politician and Bureaucrat together Minimal friction / involvement of likely to be affected Politician in the

decision making process initially

Envision an ICT Powered StateEnvision an ICT Powered State

e-Governance & ICT Tools


4

INDEX

The Action Agenda for Good GovernanceThe Action Agenda for Good Governance

• Reinventing the Government- Good Governance functions

• Refocus on Good Governance, divest other roles to private sector

• Command- control regime to market driven, role of facilitator

• Unbundling competitive & commercial functions from the State’s roles

• Strengthening institutions to perform State domain roles

• Responsiveness, accountability & transparency in Governance through the use of IT

• Improvement in Delivery of Service

• Improve Citizen Interface with Government

• e-Governance and Information Technology

• Enhanced Competitiveness, Outsourcing

• Government Process Re-engineering & AR

• Right-sizing Government

• Public-Private Partnership and Privatization

• Democratic Decentralization

• Empowerment of Citizen, women & Disadvantaged

Our Strategy


5

INDEX

Government Process Re-engineering & ReformsGovernment Process Re-engineering & Reforms

• Comprehensive review, simplification and revision of Punjab Civil Secretariat Manual of Office Procedure

• Comprehensive review, simplification and revision of Punjab Civil Services Rules

• Adoption of Single File System

• Restructuring of the State Government Departments

• Re-fixing of work norms

• Revised functions and roles

• Implementation of feasible IIPA Report

• Right to Information Act 2002 adopted in Punjab

• Simplification of procedures for Citizen Services through Business Process Re-engineering undertaken by a consultant

• Develop & implement a web based grievance help line

• Preparation and implementation of of Citizen Charter

• Take up Evaluation studies

• Comprehensive review, simplification and revision of Punjab Financial Rules


Our Approach


7

INDEX

Our StrategyOur Strategy• Think BIG

• Vision- Have big Picture in Mind• Plan, Plan, Plan……Depth of implementation, SLAs, Services• Internal process re-engineering

• Start Small• Select Pilot and demonstrate proof of concept

• Very Critical, highly Appreciate the role played by DIT, GoI• Create/ identify Champions and Gain stakeholders confidence• Ensure self-sustainability - Financial & Administrative

• Grow Fast• Crucial Leadership and support

• Chief Minister as envisioner and prioritizer• Chief Secretary as day to day project decision authority and

reviewer• Scalable/ sustainable revenue model• Percolation of e-Governance through PPP

Strategy for Citizen Services


8

INDEX

Project Evaluation Good Governance MatrixProject Evaluation Good Governance Matrix

Good Governance Good Governance ParametersParameters

Weightage Weightage Land Land RecordsRecords

RegistrationRegistration TransportTransport

Rule of law 10% 8 9 9

Transparency 15% 13 10 13

Accountability 15% 14 13 14

Responsiveness 10% 8 8 9

Effectiveness & efficiency

15% 12 13 13

Equity and inclusiveness 15% 10 10 12

Consensus orientation 10% - - -

Participation 10% - - -

Total Score on GG Matrix 100%100% 6565 6363 7070

If the total Score is > 50, Go with your GutsIf the total Score is > 50, Go with your Guts


9

INDEX

Policies DefinedPolicies Defined Core InfrastructureCore Infrastructure Core Applications Core Applications Departmental Departmental ApplicationsApplications

Punjab IT Policy Punjab IT Policy

Institutional Institutional Framework for ITFramework for IT

Strategic IT Action Strategic IT Action Plans of DeptsPlans of Depts

State IT Architecture State IT Architecture

State Technical State Technical StandardsStandards

Security PolicySecurity Policy

Interoperability policyInteroperability policy

IT Resource IT Resource Acquisition PolicyAcquisition Policy

HR PolicyHR Policy

IT ManualIT Manual

Procedures & Procedures & GuidelinesGuidelines

Punjab WANPunjab WAN

State Data CentreState Data Centre

Internet/ BroadbandInternet/ Broadband

Databases- Citizen, Databases- Citizen, Business, PropertyBusiness, Property

Video ConferencingVideo Conferencing

Departmental LANsDepartmental LANs

Access Infra/ PCsAccess Infra/ PCs

Public KiosksPublic Kiosks

PKI & Digital PKI & Digital SignatureSignature

GIS SystemGIS System

HRD- CIOs, Dy CIOsHRD- CIOs, Dy CIOs

Integrated Citizen Integrated Citizen Services-Services- SUKHMANISUKHMANI SUWIDHA SUWIDHA Web ServicesWeb Services

Multi Service Citizen ID Multi Service Citizen ID Smart CardSmart Card

On-line Transaction On-line Transaction processingprocessing

Executive Info SystemExecutive Info System

E-mail and VOIPE-mail and VOIP

LAN ApplicationsLAN Applications

HR ManagementHR Management

Treasury & Finance Treasury & Finance

Engg ApplicationsEngg Applications

Excise & Taxation Excise & Taxation

ICT Education in ICT Education in Govt. SchoolsGovt. Schools

Social Security Social Security

Land RecordsLand Records

Prop RegistrationProp Registration

TransportTransport

Health CareHealth Care

Local GovernmentLocal Government

PSEBPSEB

EmploymentEmployment

Panchayats Panchayats

PolicePolice

Dynamic Web SitesDynamic Web Sites

E-Governance Readiness of Govt of Punjab…..

E-Governance Roadmap – Achievements so farE-Governance Roadmap – Achievements so far


10

INDEX

• GoPGoPGoP + GoI + ConsultantsGoP + GoI + Consultants PPPPPP

e-Governance – Managed Approach e-Governance – Managed Approach

• Application and Database Architecture

• Identify Infrastructure requirements

• Develop Application• Develop Infrastructure

Solution Framework

& Development

Stage 3

ConductProcess

Improvement

Stage 2

Sustain andSustain andContinuousContinuous

ImprovementImprovement

Stage 5Stage 5

Architect Multi-Dimensional

Strategy

Stage 1

• Understand State’s Vision and Strategy

• Current IT state• Formulate e-

Governance Strategy

• Prioritize Department and Services

• Review existing processes

• Improve processes to meet objectives and goals

• Orient employees and citizen for new environment

• Buy-in of employees to make initiative(s) a success

• Pilot Implementation• Roll-out implementation

ImplementSolution and

Enable ChangeManagement

Stage 4

• Evolve technology Evolve technology enablement of new servicesenablement of new services

• Improve state of already Improve state of already enabled servicesenabled services

• Explore new technologies to Explore new technologies to improve servicesimprove services

• Manage the IT resourcesManage the IT resources

Essentials of e-Enabled Citizen Services


11

INDEX

Complexity of IT ImplementationComplexity of IT Implementation

EnhancementEnhancementTenderingTendering ConsumablesConsumables TrainingTraining

Hon’ble High CourtHon’ble High Court

Outside Vendors

IT Consultants

DevelopmeDevelopmentnt

TestingTesting

Implementation onImplementation onactual data and actual data and Supervision Supervision

Systems ManagementSystems Management

Admin ReformsAdmin Reforms

Tech Tech EvaluationsEvaluations

Data Data Creation/ Creation/ Entry/ Entry/ ValidationValidation

Software Consultants (Developer/ Turnkey Solution Provider

Site PreparationSite Preparation

Deptt. IT Manager

ChairmanCommittee

SoftwareDeveloper

IT Consultant

AnalysisAnalysis

DesignDesign

System SoftwareSystem Software

HardwareHardwareNetworkingNetworking

ISPISP

PersonnelPersonnel

LegalLegal

Financial Financial PlanningPlanning

BPRBPR

SITAP, SRSSITAP, SRSPre-DevelopmentPre-Development

SW Project SW Project ManagerManager IT consultantIT consultant

Technical Technical TrainingTraining

Project Co-ordinator

Project Management

IT Consultants

Departments

Co-ordinationMonitoring Revie

w

Legislative FrameworkEnvironmentLeadershipLeadership

Policies and Acts

What is Required to solve these

complex issues?

THETHEINSTITUTIONAL INSTITUTIONAL FRAMEWORKFRAMEWORK


12

INDEX

Our Strength- The Institutional FrameworkOur Strength- The Institutional Framework

Empowered Committee Under CS

PSEGS(eGov Focus)

PLRS(Department Focus)

DSSCS(District Focus)

eGov ProjectseGov Projects

OwnershipOf Project

by Individuals/Depts

IT resource Acquisition &

Disposal policy

P1 P2 P3

P4 P5 P6

P7 P8 Pn

Facilitative Facilitative EnvironmentEnvironment

IT Vision Group & Cabinet Sub-Committee on IT Chaired by CM

PADB Act

Departmental Committee on IT Chaired by Minister

Third Party Expertise (Consultants, Best Practices)

(eGov Focus)

Policy level Advice

on matters relating to

Information Technology

DecisionsDecisions

on behalf of the cabineton behalf of the cabinet


13

INDEX

E- Institutional FrameworkE- Institutional Framework

• IT Vision Group & Six subgroups

• Department of Information Technology – Nodal IT Department

• Cabinet Sub-committee on IT: High powered committee for all policy decisions of cabinet level

• Empowered Committee on Computerization: High powered committee for single window clearance of IT projects

• Departmental Committees on IT- For total involvement of user departments

• Punjab Information and communication Technology Corporation (PICTC) Limited

• Punjab e-Governance Society: The Special Purpose Vehicle for executing e-Governance projects at State level

• District Sukhmani Societies for Citizen Services – The Special Purpose Vehicle for executing Good Governance projects at field level


14

INDEX

Project Implementation Structure Project Implementation Structure

SPV - Punjab State SPV - Punjab State e-Governance Society e-Governance Society

Project Review Committees under Project Review Committees under Admin Secretaries with HOD as Admin Secretaries with HOD as

Member SecretaryMember Secretary

District Sukhmani Societies for District Sukhmani Societies for Citizen ServicesCitizen Services

EmpoweredEmpoweredCommittee under CSCommittee under CS

De

pt o

f IT/ P

rojec

t D

ep

t of IT

/ Pro

ject

Ma

na

ge

men

t / Co

ns

ultan

tsM

an

ag

em

ent / C

on

su

ltants

IT R

eso

urc

e A

cq

uis

itio

n a

nd

IT

Res

ou

rce

Ac

qu

isit

ion

an

d

Dis

po

sa

l Po

licy

Dis

po

sa

l Po

licy

IT Vision Group/ Cabinet Sub-IT Vision Group/ Cabinet Sub-committee Under CMcommittee Under CM

De

pt o

f IT, G

OI/ D

ep

t of F

ina

nc

e, D

ep

t of IT

, GO

I/ De

pt o

f Fin

an

ce,

GO

P/ S

erv

ice

Ch

arg

es/F

acilitatio

n

GO

P/ S

erv

ice

Ch

arg

es/F

acilitatio

n

Ch

arg

esC

ha

rges


15

INDEX

Duly approved by the Punjab Cabinet and notified in the Gazette Openness, competition and transparency in procurement of IT resources Speed and efficiency Covers services, manpower, AMCs, etc. Technical Weightage can be defined in addition to the financial bid

criterion Provides framework for

Corporate Agreement with Government Public-Private Partnership Pilot Projects Master Agreements Buy back methods Conflict resolution method Complaint redressal by vendors/ others Existing rates/ rates contract Brand specifications

IT Resource Acquisition & Disposal Policy – IT Resource Acquisition & Disposal Policy – Salient FeaturesSalient Features


16

INDEX

Strategy for Citizen ServicesStrategy for Citizen Services

• CAPTURE the Private Sector Profit Motives

• Customer orientation• Efficiencies• Management Practices• Financial Resources • HR Talent• Entrepreneurship

• While keeping Govt’s While keeping Govt’s Social ResponsibilitySocial Responsibility

• Public orientationPublic orientation• Equality and justiceEquality and justice• AffordabilityAffordability• AccountabilityAccountability• ObjectivityObjectivity• TransparencyTransparency

Ultimately Financial Motive is the Single Biggest Success Driver Ultimately Financial Motive is the Single Biggest Success Driver

• Treat EG Projects as Infra Projects• Build PPP for Individual Projects• Private financing wherever possible.. • Govt. financing where necessary…

The Underlying Principles

Our Strategy


17

INDEX

Structuring e-Governance

• Role of Government to be limited to:

• Envisioning policies

• Providing the necessary legal and administrative frame work

• Defining standards, processes, guidelines and methodologies

• Providing the basic IT back-bone and Sate Data Centre for all applications to ride, but let it be established and managed by expert agencies

• Providing the enabling environment for PPP including infrastructural development, operation, management & maintenance

• Database ownership at the back-end: Citizen, Property, Business, Departmental Databases and Policy/ Procedures for sharing Databases

• Working out a revenue model for self-sustainability- Fixing user charges

• Building feedback and self-corrective mechanisms

• Interfacing with Government of India and other external agencies


18

INDEX

Structuring e-Governance• Role of the service providers / Private Sector:

• Creating the front end IT infrastructure including interiors, peripherals etc.

• Operation and Management of Government IT facilities and services through deployment of technical, managerial and operational manpower resources

• Assist the Government in delivering public services through multiple delivery channels on PPP and other revenue models

• Revenue collection on behalf of the Government

• Providing and maintaining updated information and content

• Answerable to Government & user public for quality of service through SLAs

• Creating awareness & providing education & training to user public

• Inducting appropriate technologies for delivery of public services


19

INDEX

Our Revenue Model - PPPOur Revenue Model - PPP• Basic Principle

• Treat e-Governance projects as infrastructure projects

• Build Public- Private partnership for individual projects

• Private financing wherever possible …Government financing where necessary

• Innovative Outsourcing Methods BOOT, BOLT, BOO etc.

• Create an environment and policy frame work that encourages private investment in end to end solution for Financial Feasibility of e-Governance solution

• Work out a self sustainable Revenue Model

• Pricing of Services- User charges

• Revenue generation and collection by private partner

• Win win for all- private partner, Government and Citizen

• The entire infrastructure including hardware, software, operation and maintenance etc. would be created and maintained by the private partner.

• The Revenue collected through the user charges would be shared between the Government and private partner.

• Government and the private partner should stick to their areas of competence.

VariationBOOT,

BOO, BOT

Flexibility

Openness

Finance DepartmentApproval Consultativ

e Procedures

Policies and Acts

Facilitative Environme

nt


20

INDEX

Our Project Management & Revenue ModelsOur Project Management & Revenue Models

Project

Managem

ent Team

/ C

ontract Staff

In-house O

peration

and Mana

gemen

t

Govt. Service Center Data server

Site Preparation

Building for installation

Civ

il In

fra

Front End PCs in PPP Kiosks Service Centers

Front End PCs in Govt. Service Centers

Front End PCs in Dist. Offices

Front End PCs in SHQ, HoD

Fro

nt E

nd

LAN with in Offices/Centers

SWAN Connectivity to Offices/Centers

State WAN up to blocks

Ne

two

rk

PPP Kiosks Service Center Data server

Office Data server

District Data center

Departmental Data center

State Data center

Ba

ck

en

d In

fra

inc

lud

ing

Se

rve

rs

Paym

ent of R

unning Cost to

Private O

perator

Supply of

Consum

ables

Repair and

Maintenance

Outsourced

Operation and

Managem

ent

Lease Paym

ent for usage

Deferred C

apital P

ayment

Upfront C

apital P

ayment

Govt. O

wnership

Government

Private Party

Department

Mixed Mode


21

INDEX

Emerging Trends in Revenue ModelsEmerging Trends in Revenue Models

Capital Deferred payment

Long lease

rental basis

Pay on use basis

O and M

Physical site

IT Backbone Network

State

Servers

District Servers

Govt Offices

Community kiosks

Other Kiosks

Gov

t.

Ow

ners

hip

Private

Ow

nershipFront End

Back End


22

INDEX

PPP - Computerised Land Records SystemPPP - Computerised Land Records System

Verification and attestation by Revenue Officials

Facilities Management

Hardware, Software and Network Management Support

Data Entry in systemHelpdesk Support

(Query handle, Issue of token number, Form filling, issuance of documents)

Citizen comes to

Citizen Service Center

Citizen Service Center services to be handled by BOOT Operator

Periodic Report Generation and Data Backup & Transfer to Head Office

System entry of updated records

Updation & Generation of Khasra Girdawari every 6 months

Generation & printing of pre final Jamabandi every 5

years

Roznamcha Waqiati Entry

Mutation Entry

Ongoing PLRS Software support, maintenance and development

Field Exercise Report

Fee Collection

Service to Citizen Back End Services

Printing of Musavis every 5 yrs.


23

INDEX

PPP - Computerised Registration SystemPPP - Computerised Registration System

Registration Clerk

review

Facilities Management

Hardware, Software and Network Management Support

Deed Writer

Writing the Deed

Data Entry Staff

for entering the

Deed Details in system

Helpdesk Support and Photograph Capturing (Query handle, Issue of token number, Data Entry, issuance of reports ,

registered deed, document) SR/JSR Review

Fee Collection

Printing

(Receipt,

Document printing)

Document Scanning

, Data Entry

Citizen comes to SRO office Helpdesk

Services to be handled by BOOT Operator time to time

Periodic Report Generation and Data Backup & Transfer to Head Office

Printing

Ongoing Software support maintenance and development


24

INDEX

PPP ResponsibilitiesPPP ResponsibilitiesPunjab Land Records Society The Public-Private Partnership

Operator Site preparation Manpower provisioning

Application Development & Implementation

Infrastructure Development

Specifications and quantities for hardware and software

Technology Management

Application Software related documents

Data Digitisation

Preparation of a detailed Software Project Plan

Operationalisation and Maintenance

Maintenance and upgradation of the PLRS application

Facility Management

Application Support Back-office IT Operations

User Training MIS

Software Upgradation


25

INDEX

Process Re-engineering InitiativesProcess Re-engineering Initiatives

Redefine the role of the process

within the larger productive system

Change the structure& organization

of the services,production

and potentially, its product strategy

Maximize effectiveness and

efficiency increases

Change the processChange the processwith the helpwith the help

Of ITOf IT

Substitute IT forSubstitute IT forexisting technologyexisting technology

Obtain larger effectiveness and

efficiency gains

Reap modesteffectiveness andefficiency gains

Redesign process,based on inherent

needs and/ortechnology

opportunities

Understand andUnderstand anddocument thedocument theProcess to beProcess to be

IT-assistedIT-assisted

Su

bstitu

tion

En

han

cemen

tT

ransfo

rmatio

n


26

INDEX

Managing the ChangeManaging the Change

Req

uirem

ent D

riversR

equ

iremen

t Drivers

Req

uirem

ent D

riversR

equ

iremen

t Drivers

Change in Change in Structure of Structure of

Service Service AgencyAgency

Change in Change in Structure of Structure of

Service Service AgencyAgency

Redesign for enablingRedesign for enablingModification of Modification of

Workflow to make these Workflow to make these IT EnabledIT Enabled

Redesign for enablingRedesign for enablingModification of Modification of

Workflow to make these Workflow to make these IT EnabledIT Enabled

Su

ccessful Im

plem

entatio

n o

f S

uccessfu

l Imp

lemen

tation

of

e-enab

led S

ervices e-en

abled

Services

Su

ccessful Im

plem

entatio

n o

f S

uccessfu

l Imp

lemen

tation

of

e-enab

led S

ervices e-en

abled

Services

Change in Change in Public Service Public Service

LevelsLevels

Change in Change in Public Service Public Service

LevelsLevels

Change & Change & Simplification Simplification of Processes of Processes & Procedures& Procedures

Change & Change & Simplification Simplification of Processes of Processes & Procedures& Procedures

New or RedesignedNew or RedesignedServices with defined Services with defined Service standards & Service standards &

Quality with SLAsQuality with SLAs

New or RedesignedNew or RedesignedServices with defined Services with defined Service standards & Service standards &

Quality with SLAsQuality with SLAs

Govt Process Re-Govt Process Re-engineering & ARengineering & AR

Zero based Redesign Zero based Redesign of Work Operationsof Work Operations

Govt Process Re-Govt Process Re-engineering & ARengineering & AR

Zero based Redesign Zero based Redesign of Work Operationsof Work Operations

Change Change Management - Management -

Of all Of all stakeholdersstakeholders

Change Change Management - Management -

Of all Of all stakeholdersstakeholders

Changes in Skills,Changes in Skills,Attitudes, Attitudes,

Expectations, Expectations, PerceptionsPerceptions

Changes in Skills,Changes in Skills,Attitudes, Attitudes,

Expectations, Expectations, PerceptionsPerceptions


27

INDEX

IT Prioritization FrameworkIT Prioritization Framework

PursuePursue• Executive Information System• Punjab WAN • Video Conferencing • Treasury & Accounts • GIS in PWD B&R, Mandi Board• Secretariat LAN & Applications • Social Security & Welfare • Digitization of Records• P Govt Personnel Mgt System• E-Procurement• Defence Welfare

DeferDefer• All other applications

PermitPermit• Dynamic Departmental web Sites• E-mail, Office tools• Modernization of AG Office • PWD, Engg Applications• Agri-Information Services• Rural Development & Panchayats

TargetTarget• Int. Citizen Services- SUKHMANI• SUWIDHA• Excise & Taxation• Land Records• Punjab Property Registration • Transport – Motor Vehicle activities • Multi-Service Smart Card • Local Govt - Municipal Corporation • Labour and Employment• ICT Education• Staff Training- CIO, DyCIO

Low Criticality

High CriticalityHigh Criticality

Lo

w F

easi

bili

tyH

igh

Feasib

ilityH

igh

Feasib

ility

High CriticalityHigh Criticality

Lo

w F

easi

bili

tyH

igh

Feasib

ilityH

igh

Feasib

ility

Low Criticality


The Role of DIT,GOI


29

INDEX

Role of GoI was critical for success of EGRole of GoI was critical for success of EG• GoI has a evolved a National vision & Action plan on E-Governance

• Encourages new IT related ideas & projects floated by young officers of states and thus provide valuable help & guidance in overcoming stiff resistance from with in their own states

• Provide many National forums to the states to discuss / share the common administrative, technical, legal, financial and management issues, experiences and solutions connected with e-Governance

• Provides seed ideas & funds to the willing states with tight guidelines ensures higher rate of project success

• Mission mode of project execution instead of Plan Scheme mode

• Provide technical assistance and best practices for project success

• Idea of SPV for EG

• Selection of a panel of consultants of International repute has saved the valuable selection time and effort and also helped in overcoming the local resistance in every state

• Consultants have taught the project management to state officials

• Sharing of best revenue/ management practices

• Sharing/ transplanting / learning/ success from other projects has become a reality


30

INDEX

Role of GoI was critical for success of EGRole of GoI was critical for success of EG• Highly Focused project approach

• Focus on Citizen Centric Services

• Envisioning as per state’s requirements

• Provide basic framework and guidelines

• Minimum Project Success Criteria defined

• Fixed timelines and deliverables

• Assisting the State for a State wide roll out preparation

• Provides a structured framework for project management

• State to select the project champions, infusing the concept of ownership

• State level project Monitoring and Review Committees

• Provide project office at central level for review and monitoring support

• Provide a dedicated project team

• Roles and Responsibilities of the stakeholders defined

• Dedicated Consultants as part of the State Team

• Project Office as a catalyst and project monitoring agency

• Rep of GoI for fire fighting and keeping the project focus all the time


Implementation Challenges


32

INDEX

Major Challenges

• Data/ Information/ Transaction ChallengeData/ Information/ Transaction Challenge

• Translating, Digitizing and verifying quality of records with Poor quality of source data/ information

• Standardizing data, Maintaining currency of data,

• Managing Data Entry Operations

• Designing a robust process to facilitate data validation by owners

• People Challenge – Changing the MindsetPeople Challenge – Changing the Mindset

• Overcoming resistance to automation

• Managing Large number of staff involved

• Changing the mindset of the officials towards e-governance

• Educating officials on technology

• Getting Acceptance on the Project Deliverables from public

• Process & Technology ChallengeProcess & Technology Challenge

• Focused improvement in processes and controls

• Designing a system which is easy to Deploy, Use and Maintain

• Addressing the security and integrity of land records

• Elimination of manual records

• Keeping cost of deployment low


33

INDEX

Implementation Challenges

• Lack of ownership Lack of ownership

• Lack of commitment and interest on the part of user departments

• Delays- in site preparations, giving authorizations, GOs

• Ensuring full involvement of concerned Departments Ensuring full involvement of concerned Departments

• Doing it for sake of formality

• Delayed in performing the roles & responsibilities by concerned departments

• Existing Staff not provided for operations of Sukhmani Center

• Resistance to Change, sharing dataResistance to Change, sharing data

• Fragmented approach instead of turnkey approach Fragmented approach instead of turnkey approach

• Resource Constraint Resource Constraint

• Financial, Human Resources, Facilities


Our Learning…


35

INDEX

Our Unique Success Factor - The Advantage PunjabOur Unique Success Factor - The Advantage Punjab

• e-Governance Mind set in place- people, Government employees and politician all know that it is only a matter of time, e-Governance will happen

• Total Political commitment, will, buy-in at the top level

• Proactive and effective bureaucracy at the senior level

• Legal, administrative and institutional framework side by side

• Government Process Re-engineering & Admin Reforms underway

• Private Access Infrastructure available - Community based underway

• Strategic win-win alliance & Public Private Partnership (PPP) an accepted practice

• Innovative funding strategy - Self sustaining revenue model through user charges- A willing Citizenry

• Systematic Staff buy-in, involvement and training

• Awareness amongst Citizens

• political inputs into the prioritization framework

• Continuity of officers engaged in EG based projects- By god’s grace


36

INDEX

Other Success factors

• Fair deal for all stakeholders

• Perceived value & completeness of service to the citizen

• Quality of service - The citizen experience should be the publicity

• Well defined project structuring with clear ROI

• Scalability, self-sustainability & quick replicability

• Simplicity of processes & technology

• Affordability, ease, friendliness

• Quick action on user feedback

• Regular reviews at the highest level

• End-to-End technical assistance & support by Technology Partner

• Support by Government of India- Tan (NIC Manpower), Man (Technical & Moral Support through consultants) and Dhan (Funds)


37

INDEX

Kissan Card Proposed Architecture & IntegrationKissan Card Proposed Architecture & Integration

CITIZEN

SUKHMANI CENTER

SUKHMANI CENTER

SUWIDHA CENTER

SUWIDHA CENTER

KIOSKSKIOSKS

WebCITIWebCITI

User Interface Gateway Layer Integration

Registration

Au

the

nti

cat

ion

Transaction

Enforcement

Certification

WEB ACCESS

WEB ACCESS

ST

AT

E

APP

LI

CA

TI

ON

IN

TE

GR

AT

OR

/Mi

ddle

war

e

DIS

TR

ICT

A

PPL

IC

AT

IO

N

INT

EG

RA

TO

R/

Mid

dlew

are

Dept & Services

Application Interface

Data Mgt

Management

DTO


Data Mgt

Food Supply


Data Mgt

Misc Assistance


Data Mgt

Social Security


Data MgtManagement

Civil Hospital


Data Mgt

DC Off / NIC


Data Mgt

Election Off


Data Mgt

Management

Tehsil Off


Data Mgt

Khadi & Village


Data Mgt

-------------

Payment Services

Lodgment

WE

B

INT

ER

FA

CE

DA

TA

M

AN

AG

EM

EN

T

Pay

men

t G

atew

ay

SMART CARD

------------------

Agriculture Marketing

Agriculture Marketing


38

INDEX

Agriculture Marketing : The ConceptAgriculture Marketing : The Concept

Buyer’s ISP Kiosk

Agriculture Marketing Agriculture Marketing PortalPortal

(to be created & maintained by the (to be created & maintained by the Agency)Agency)

Seller’s ISP Kiosk

Registration, Common Information etcRegistration, Common Information etc

Buyer’s Plan

Details of items to buySpecification, models

Price rangeDistance from sellers

Others

Sellers’ Pan

Details of items to sellSpecification, models

Price rangelocation

Others conditions

Documents

Government of Punjab Restricted Elitex ‘05 “Citizen Centric Self-Sustainable Grassroots Applications using ICT” APRIL 26, 2005, New Delhi Presented by