e-goverence, E-governance best practices

E-governance best practices

1. E-Governance

2. Outline
•Background
•About
•Case Studies
•Success of e-governance in India
•E-governance best practices
•E-governance scalability
•Conclusion

3. Background: What is
Governance?
Governance
Way govt. works
Sharing of
information
Service delivery

4. Background: How e-
governance helps
Governance
Bad governanceGood governance E-governance

5. About: E-Governance Definition
•ICT
•Efficiency
•Productivity
•Reach
•Sharing of information
•Service delivery
•Welfare

6. About: E-Governance target
agents
citizensGovt.
business
Government
service delivery

7. About: Information Access and
Service Delivery models of e-
governance
•Broadcasting Model
•Critical Flow Model
•Comparative Analysis Model
•Interactive Service Model

8. Case Study : CIC
•Administrative blocks wise implemented
in whole North East region.
•Objectives
–Bridge the digital divide
–Providing information regarding local resources,local
demographic parameters, Internet connectivity and
services delivery to citizen.
–Enabling a platform for interaction.
–Distance learning programme.
–Generation of employment opportunities
•Falls under GTG and GTC categories

9. Case Study : CIC
A citizen's concerns
–Unaware of the schemes being implemented for
economically backward people.
–Low level of literacy.
–Feel uncomfortable while using the facilities.
–Not aware of source of information.
–Concern related to market.
–No information on Educational opportunities.
–No information on Job.

10. Case Study : CIC
•Solution in the form of CIC:
–Government to Citizen(G2C) services
delivered from the CICs such as
•Birth and Death Registration
•Prices and other market information of Agricultural
produce
•Information on Educational opportunities
•Job portals etc.
–Effective and cheap medium for reaching the
masses.
–Know Your CIC helped to reduce corruption.
–Motivation and awareness camps for different
purposes.

11. Other CIC features
•Providing PAN Status and On-Line PAN card Application
by CIC- Dimoria.
•Excursion to the 3rd Buddha Mahutsav at Tawang.
•CIC Students Form PRIYA SELF HELP Group.
•An Exposer of online Election result.
•Video recording of Interview of local prominent person.
•Computer-Aided Paper less Examination System
(CAPES) Test.
•Online access of common entrance exam result of eng
and medical.

12. Why CIC succeeded
•Able to develop business model for future
sustainability.
•Better public awareness.
•Community participation
•Forward and backward linkage.
•Creation of knowledge based society.
•Penetration among youth.
•Diversification of services.

13. Case Study: Suwidha
•State wide project implemented in Punjab
•Objectives
–Provide friendly and efficient interface between
government and citizens
–Provide transparency in government operations
–Provide timely and efficient service delivery
–Improve quality of government services
•Falls in the government to citizens category

14. Case Study: Suwidha
•A citizen's concerns
–Different branches for different services
–Not familiar with the procedures
–Unaware of the schemes being implemented
–Not aware of source of information
–Has to frequently visit the branch to ensure movement of the
case and to enquire the status
–Services are not delivered as scheduled
–Has to visit many offices for a single service
–Small payments require visiting banks for services

15. Case Study: Suwidha
•Solution in the form of Suwidha
–The citizen approaches SUWIDHA Queue Counter and gets the
Queue Token number.
–On his turn at SUWIDHA Service Counter, he files his application.
–She/he is issued a receipt cum token number, which specifies the
date of delivery of services. Each type of service has a pre-
defined delivery time and system automatically calculates the
service delivery date.
–All kind of payments for the fees etc can be made at the
SUWIDHA counter.
–The application/case is then sent to the branch for action.
–In between the citizen can track the case with the help of
SUWIDHA Token number through DialCITI (which is IVR based
system) or website.
–The delivery of documents/processed case is made on the
specified date. The delivery of the documents is also from
SUWIDHA Delivery Counter.

16. Case Study: Suwidha
•Other Suwidha features
–On the spot photograph capture wherever
required
–Informations on schemes and procedures
–Application forms available
–Provision of on the spot delivery of services in
cases where verification can be ensured based
on the data available in the databases
–Implemented in all 17 DC offices and 54 SDM
offices of Punjab

17. Case Study: Suwidha

18. Case Study: Suwidha
•Why Suwidha succeeded? (Take aways)
–Government process re-engineering
–Increased accountability
–Power through information
–Ease of access
–Localization
•http://suwidha.nic.in

19. How successful has e-
governance been in India?
State Project Ease of Use Total
Assam 10 10 10 10 10 8.9
WB Land Records – Hoogli 9 7 9 10 9 7.6
WB Tele-Medicine Midnapore 10 9 10 10 10 8.8
WB Gram Panchayat Kanaipur 10 7 9 9 9 8.6
WB 8 10 10 5 10 8
Sikkim CIC – Temi 10 9 10 8 10 8.9
Sikkim Land Records – Namchi 10 8 10 10 10 8.1
AP Rural e-seva – West Godavari 10 8 10 10 9 8.9
Delhi Transport – IP Estate 10 8 10 10 8 8.1
HP 9 9 9 10 8 8.2
HP Land Records – Suni 9 8 9 5 9 7.6
Punjab Suvidha – Kapurthala 10 8 10 9 9 8.9
Punjab Property Registration – Sang 9 8 9 10 4 7.4
Punjab Transport – Ropar 10 9 9 10 7 7.7
Center IT in Judiciary – NIC 10 9 10 10 9 8.9
Center Customs – NIC 8 8 9 10 6 7.6
Average 9.5 8.4 9.6 9.1 8.6 8.3
Simplicity of
procedure
Time Savings
compared to
manual
Affordable
cost of
service
Reduction in
Corruption
Rajiv Gandhi Computer
Literacy Program
Computer Literacy and
Training Program
Property Registration – Simla
rural

20. E-governance Best Practices
•Increased accountability
•Increased transparency
•Higher availability of public domain
information
•Reduced corruption
•Higher penetration due to automation
•Increased efficiency due to connectivity
•PROCESS RE-ENGINEERING –
technology only a tool not panacea

21. E-governance Scalability
•Most projects till now have been pilot
projects
•A few things to keep in mind
–Sustainability
–Evaluation and impact assessment
–Accountability
–Training for civil servants
–Private partnership
•Pilot, Plan, Replicate, Revise and Scale

22. Conclusion
•35% of e-governance projects in
developing regions are complete failure;
50% are partial failures; only 15% are
completely successful
•It is still worth the effort if the successful
projects can be scaled.

23. 1. Skoch e-governance report card: http://skoch.in/new/e-
Governance_Report_Card2005.pdf
2. “Public Service Delivery: Does e-government help?” -
Subhash Bhatnagar, Annual Bank Conference on
Development Economics 2003.
3. Impact assessment study of e-government projects:
Findings from eight Indian projects – Subhash Bhatnagar
4. E-government: Lessons from implementation in
developing countries – Subhash Bhatnagar, Regional
Development Dialogue, Vol 24, UNCRD, Autumn 2002
5. SUWIDHA portal: http://suwidha.nic.in
6. Suwidha project details:
www.doitpunjab.gov.in/pdfs/projects/suwidha.pdf
7. CIC portal: http://www.cic.nic.in/welcome.html
8. CIC project details:
http://beep.jepponet.dk/egovIndia/ShowCase.asp?
CaseID=1492
References

24. Thanks