E-Governance – An Andhra E-Governance – Pradesh Experience
What is e-Government ?
e-Government is the use of IT IT,, in particular Internet, to deliver public services in a much more convenient, customer-oriented, cost-effective and altogether different and better way.
Douglas Holmes (e.gov)
Role of ICT ICT
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the UNDP view
Information and Communication Technology Technology (ICT) has become an indispensable tool in the fight against world poverty. ICT Provides developing nations with an unprecedented unprec edented opportunity to meet vital development goals such as poverty reduction, basic health care, and education far more effectively than before. Those nations that succeed in harnessing the potential of ICT can look forward to greatly expanded economic growth, dramatically improved human welfare, and stronger forms of democratic government
Need for e-governance in India
Widespread red tape in public administration
Corruption in civil services
Slow movement of files and other papers
Ineffective delivery of public services
Use of outdated and age old procedures
Lack of access to information
Lack of accountability among public servants
Advantages
Greater transparency in government operations
Eliminates corruption
Greater participation of people in the governance
The Challenges
Large population
Low PC penetration
Low Internet Penetration
Shortage of resources
Resistance to Change
The Opportunities
Possibility of large volume of electronic services
Large pool of IT manpower with software skills
Scope for Public Private Partnership
Problems
Lack of coordination
Lack of infrastructure
Lack of comprehensive vision and plan
Lack of political & bureaucratic will
Absence of public awareness and response
Unreasonable secrecy in administration
Lack of transparency
Solutions
Create adequate infrastructure facilities Making IT education compulsory in all educational institutions Imparting training in IT to all officials/staff Initiating administrative reforms in relevant areas like office procedures,filingsystems, budgeting, accounting, procurement,inventory etc.
What Citizens Want ?
All Govt. Services under single roof just like shopping in a Mall
To see single face of Govt.
To get timely services and response
How Citizens’ need can be met ?
Impossible by manual method even if possible, expensive & time consuming eGov with multiple delivery channels can render services at a single point / door step
– ATM, B ank , Webs ite, K io sk s, Doo r eSeva S e r v i c e (APOnline)
Single face of Government can only be achieved through collaboration, co-operation and integration among Govt. Departments / Private agencies
e-Governance Key Benefits
Improved quality of citizen services
Improved internal efficiencies
Education & information
Better enforcement of law
Promotion of other activities
Just as e-business is transforming the private sector, e-government will transform the governance. However, the e-government transformation is costly and fraught with political, operational and technology risks.
The scope of e-Governance
Electronic Service Delivery (G2C) Delivering information and services electronically to citizens.
Government to Business Transactions(G2B) Delivering information and transacting electronically with businesses. Government procurement and infrastructure projects.
Internal Government Administration (G2G,G2E) Improving efficiency, effectiveness, and transparency of intradepartment and inter-department interactions within government, and with government employees.
Foreign Trade (G2X) Increasing exports and tourism
AP‟s Approach to eGovernance
Services designed from the point of view of the users – citizens and businesses Convenient single window services Choice of multiple delivery channels Integrated help desk and call centre for all government services Shift from a novelty to an expectation … … and from an expectation to a matter of right
A citizen’s right to convenience and comfort
The Mission To create an integrated information network spanning the whole state which is
Voice, Data & Video capable
Scalable
Built on Open Standards
Cost-effective
Reliable
Supportive of our e-Governance vision
Leading to single point of access to the citizen
And is, above-all The best in the world
IT Policy 2000
Growth of IT industry in the State
Growth of software exports
Creation of more employment avenues and potential
Attracting investments from out side the state
Providing high quality services in all spheres
Promoting knowledge as a key resource for economic progress of individual and institutions.
IT Policy 2000 Investments in IT Exports Employment
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Economic Development
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Quality of Life
•IT for Education •IT for Healthcare •IT for Rural Developmen
Good Governance
•High Internal Efficiencies • Anytime, anywhere Citizen Services
IT Employment in Andhra Pradesh An Unprecedented Growth 300000
239000
250000
t 200000 n e m 150000 y o l p100000 m E
187450 151789 employment
126920 85945
50000
0
1997-2004
2004-2005
2005-2006
Year Wise
2006-2007
2007-2008
Rapid growth of IT Export in the state 30000
26122 25000
) 20000 s e r o r C 15000 n i s R ( s10000 t o p x E
18582 Export
12521 8270 5025
5000
0 1997-2004
2004-2005
2005-2006
Year Wise
2006-2007
2007-2008
IT Investments in the state 12000
10101 10000
) s 8000 e r o r C n i 6000 s R ( s t n e 4000 m t s e v n 2000 I
8001 6101 employment
4341 3533
0 1997-2004
2004-2005
2005-2006
Year Wise
2006-2007
2007-2008
Citizen Centric Governance
AP had extensively used technology for improving service Delivery
Many e governance initiatives have been implemented across the state
Today about 10 million transactions take place every month electronically
Key Enablers for egov in AP
Well Defined Policies
ICT, ICT, Architecture, Architec ture, Standards , Security Secur ity,, Website,
Policies revisited – revisited – Inputs from Think tanks
Core Infrastructure in place APSWAN, APSWAN, Multiple Delivery Channels*, Channels*, APNET-KU Band, APSCAN
Well laid out e-governance Blue Print
Roadmap for 50 departments by PWC – PWC – Being revised under NeGP now Focus on PPP models
Key enablers for egov in AP
Centralized Databases
State wide
Citizens (MPHS); Land Records; Vehicles & Licenses ;
roll out
Registration, Revenue, Treasuries, Transport, Commercial Taxes, Municipal Munic ipal Administration, PHCs, Rural Water Supply
Strong Political Commitment
e-Readiness Index – Indian States
The approach
Creation of IT infrastructure
Initiating e-governance projects
Development of Human Resources
Creation of Infrastructure
High Tech city
Fiber Optic connectivity
Policy on Right of Way
Satellite Communications
A modern International Airport International Convention Center
HiTECH City World Class Work Space Phase –I 5.5 Lakhs sft Phase-II 8.7 Lakhs sft Allotment of land to IT companies for setting up development centers
Backbone AP State Wide Area Network
–2Mbps
backbone for Data, Voice and Video
AP State Wide Video Network
–Multipoint
(25)Video Conference Facility
AP Campus Area Network
–Links
every work place at Secretariat
2000 nodes on ATM Network
Terrestrial Communications
BSNL 25,000 Kms of OFC Reliance 2500 Kms OFC Others 1000 Kms
High speed backbone High-Speed digital backbone
Satellite Communications
INSAT 3B Ku Band Distance learning, telemedicine, agricultural extension, HRD
AP State Wide Area Network APSWAN Project Features Connecting Hyderabad with
2Mbps OFC
23 Distt HQ
Vijayawada
Tirupathi
Linking existing LANs
A truly Networked Administration
Human Resource Development
Major Institutions IIIT for IT Education ISB for Management Techniques Engineering & MCA Colleges MSIT – through Distance Education Dr MCR HRD Institute Center for Good Governance Institute for Electronic
IT Talent Pool
Silicon Valley Hyderabad
Every 4th IT professional in the Silicon Valley is an Indian
Every 4th Indian IT professional in Silicon Valley is from A P
An overview of few e-governance projects
Departments going on-line
Greater departmental ownership: significant reengineering possible
Citizen visit many departments, each one may be more efficient
Could be a first step in the absence of high band width network
Conveniently located Service Centers
Counters manned by public/private agencies
Multiple services at each location: payment, licenses, certificates
Can quickly move traffic from departments to service centers
Requires significant coordination
Self Service through a Portal one stop shop
Back end computerization and Integration needed for data sharing High internet penetration; willingness and ability of citizen to use Security and mutual trust (builds with successful outcome) Usage builds up gradually. Adoption rate has to be driven. Requires strong centralized leadership for extensive co-ordination
“ A Citizen’s Right to Convenience and Comfort”
You R in Q – Please Wait !!
Traditional Vs e-Seva Location : Vanasthalipuram, Hyderabad 3.5 Million satisfied citizens every month !!
Citizen Convenience First
Birth of TWINS
TWINS (Twin Cities Integrated Network Services) Started as a Pilot in Banjara Hills in December 1999
Eight services - electricity, water, property tax, registration of birth, registration of death, issue of birth certificates, issue of death certificates & reservation of APSRTC tickets offered.
Services were provided by connecting to the databases of respective departments using ISDN lines
TWINS RECHRISTENED
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E-SEVA
Roll Out Of eSeva eSeva launched on Public Private Partnership (PPP) model in August 2001
Centers established on Build Own Operate and Transfer (BOOT) model for a period of 5 years.
According to this,
Government - building with required electricity supply, furniture, operators, Managers and Accountants. M/s. CMS Computers Ltd - hardware, Air-Conditioning, Queue Management System etc. M/S. RAM Informatics - develop software for all G2C services and maintain it.
E-Seva – A Govt. Mall
Many Services offered at single window
Convenient timings – 8 am to 8pm
Works even on holidays
Easily accessible – within 2 km radius
Designed for citizens convenience
249 centres across state recording 3.5 million transactions every month
Customer goes to different departments for different services…..
Department 1 Department 2 Department 3
Process 1
Service Service 11
Process 2
Service 2
Process 3
Department n
Process n
Service 3
Service n
eSeva System
Centre of eSeva
eSeva Network
Department X
Process X
Customer goes to any counter in any center for any service…….
Dial 1100
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Toll Free
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24 x 7 : 365
Government – A Call Away !
PARISHKARAM
Call Centres / Help Desks In Govt. Sector
100 – Police
1073 – Traffic Police
101 – Fire
1551 - Kisan (GOI)
102 – Ambulance
1912 – Power
131 – Railway Enquiry
1913 – MCH
140 – Airport Enquiry
1916 – Water Works
1098 – Child Labour
108 – Emergency*
1100 - Parishkaram
1097 – APSACS
1074 – RTA
* 911 in USA; 112 in Europe and 108 in Andhra
PARISHKARAM Ag. Scientist taking a call
OVERVIEW
Launched as Agriculture Call Centre in July 2003
Extended to all Govt. Departments in Feb. 2004
Toll-free number „1100‟ – within AP - Landline
24 hours 365 days a year
30 seater call centre working in 3 shifts
Capacity to take 10,000 calls a day
Services Provided AGRICULTURE: Queries on
Crop Production - Soil Science, Agricultural Chemistry and Genetics & Plant Breeding
Crop Protection – Entomology and Plant Pathology
Horticulture
Information on Marketing – prices – location wise
Information on Seeds, Pesticides, Fertilizers - availability
Answered by Professors from Agricultural University
SERVICES (2) MEDICAL: Advice through a Govt. Doctor
EMERGENCY: for Fire, Police, and Ambulance.
OTHER SERVICES:
Registration of grievances Provide information on all departments
SERVICES (3) INFORMATION: For the student community Results Counseling Exam. dates Fees and Admissions Employment Opportunities:
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Info on recruitment notifications
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Eligibility
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Rated as Best E-gov project at National Level - Gold Medal in CSI-Nihilent Awards 2004
http://igrs.ap.gov.in/
Computer-aided Administration of R egistration
CARD (Computer aided Administration of Registration Department)
Covers all 387 Sub-Registrar offices within Andhra Pradesh
Transaction time for getting encumbrance certificates, market value assistance, deeds registered etc significantly lower
All the above services shortly being made available without any geographical boundaries for citizen convenience
CARD Service Levels Service Provided Market Value Assistance Registration of deeds Encumbrance Certificates
Time 10 minutes 1 hour 10 minutes
Certified copies
(Documents Registered through CARD)
10 minutes
CARD- Formula for success
Active HOD
Dynamic Departmental Champion (CIO)
Internal capacity building
Business process reengineering
Rapid ramping up after careful pilot
Focus limited to speed of transaction
CFST (Citizen Friendly Services of Transport department)
Implemented in all 38 offices with 400+ counters across the State 10,000 transactions per day Citizens can get driving licenses quickly and comfortably Citizen charter implemented for timely delivery of services Vehicle database accessible through mobile phone to traffic police as well
CFST (2)
1.96 million Learning Licenses issued
3.17 million Driving Licenses issued
3.43 million Vehicle Registrations done Citizen Centric focus – constantly meeting expectations Staff transformation – citizen charter implementation Robust technology and ease of use
E-procurement For Efficiency and Transparency
For Transparency &
User Departments
Govt. Departments
11
Pub. Sector Undertakings
15
Urban Local Bodies
57
Universities
TTD (Tirumala)
4 1
Current Status
eProcurement volume (completed) upto 06-07
2003-04 2004-05 2005-06 2006-07
564 tenders 2215 tenders 9981 tenders 3362 tenders
1,982 cr. 15,600 cr. 15,808 cr. 2,228 cr.
Tender processing time down from 180 days to 36 days
Significant cost savings ~ 17.50% in Irrigation
Savings in tender advertisement charges
Project won “Golden Icon” of GoI for 2003-04
(Rs.)
PC Quest Award for Top e-gov project in India 2005
Business Model….
Technology Partner – software and hosting
Govt. – Capacity Building for users, Hardware
Initially 0.24% of Tender Value to be given to C1 as its fees by Govt. Departments Subsequently revised to
0.04% of Estimated Contract Value – subject to a ceiling of Rs.10,000 for contracts upto Rs.50 crores and Rs.25,000 lumpsum for above this Contractor pays this fees along with 10.2% Service Tax No financial commitment to Govt.
Electronic Service Delivery Maturity Model
Level 4
Integration of
Level 3
Agencies Processes Services
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Transaction Level 2
Interaction Level 1
Information
Applying online for Schemes Benefits Resources Referrals
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on
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Schemes Benefits Forms
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Online process of Consultation Payments Receipts Grievances
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AP is at Level 4
Computers - Earlier Big-sized, Powerless Machines
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Difficult to Program
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Intimidating Interfaces
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Low Storage Capacities
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Earlier.. Minimal Networking
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No Remote Computing
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Costly
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Huge Learning Curve
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Now.. Small Powerful Desktops
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User-friendly Interfaces
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Enormous Data Storage
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Innumerable Applications
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Now.. Easy to learn
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PC - Essential Office Equipment
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Increased Networking
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World Wide Web
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Trends to follow.. Ultra-fast Machines
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Smaller, Smarter Gadgets
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Applications of every nature
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Networked World
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Information Superhighway
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Trends to follow..
Email - the primary communication medium
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Video Conferencing
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Information Kiosks
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Your PC - your interface to the World
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