E-Governance
E-Governance
–
–
An Andhra
An Andhra
Pradesh Experience
What is e-Government ?
What is e-Government ?
e-Government
e-Government is the is the use of use of ITIT,,
in particular Internet, to deliver
in particular Internet, to deliver
public services in a much more
public services in a much more
convenient, customer-oriented,
convenient, customer-oriented,
cost-effective and altogether
cost-effective and altogether
different and better way.
different and better way.
Douglas Holmes
Douglas Holmes
(e.gov)
Information and Communication TInformation and Communication Technology echnology (ICT) has(ICT) has
become an indispensable tool in the fight against world become an indispensable tool in the fight against world poverty.
poverty.
ICT Provides developing nations with an unprecICT Provides developing nations with an unprecedentededented
opportunity to meet vital development goals such as opportunity to meet vital development goals such as poverty reduction, basic health care, and education far poverty reduction, basic health care, and education far more effectively than before.
more effectively than before.
Those nations that succeed in harnessing the potentialThose nations that succeed in harnessing the potential
of ICT can look forward to greatly expanded economic of ICT can look forward to greatly expanded economic growth, dramatically improved human welfare, and
growth, dramatically improved human welfare, and stronger forms of democratic government
stronger forms of democratic government
R
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Use of outdated and age old procedures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
Advantages
Greater transparency in government operations Eliminates corruption
The Challenges
Large population
Low PC penetration
Low Internet Penetration
Shortage of resources
The Opportunities
Possibility of large volume of electronic services
Large pool of IT manpower with software skills
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
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,
What Citizens Want ?
All Govt. Services under single roof just like
shopping in a Mall
To see single face of Govt.
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
eSeva
–
ATM, B ank , Webs ite, K io sk s, Doo rSingle face of Government can only
be achieved through collaboration,
co-operation and integration among
Govt. Departments / Private
e-Governance Key Benefits
Improved quality of citizen services Improved internal efficiencies Better enforcement of law Education & information Promotion of other activitiesJust 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
intra-department and inter-intra-department interactions within government, and with government employees.
Foreign Trade (G2X)
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
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
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
Economic Development
Quality of Life
Good Governance
•Investments in IT •Exports •Employment•IT for Education •IT for Healthcare
•IT for Rural Developmen •High Internal
Efficiencies
• Anytime, anywhere Citizen Services
85945 126920 151789 187450 239000 0 50000 100000 150000 200000 250000 300000 1997-2004 2004-2005 2005-2006 2006-2007 2007-2008 E m p l o y m e n t Year Wise
IT Employment in Andhra Pradesh An Unprecedented Growth
5025 8270 12521 18582 26122 0 5000 10000 15000 20000 25000 30000 1997-2004 2004-2005 2005-2006 2006-2007 2007-2008 E x p o t s ( R s i n C r o r e s ) Year Wise
Rapid growth of IT Export in the state
3533 4341 6101 8001 10101 0 2000 4000 6000 8000 10000 12000 1997-2004 2004-2005 2005-2006 2006-2007 2007-2008 I n v e s t m e n t s ( R s i n C r o r e s ) Year Wise
IT Investments in the state
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
Key Enablers for egov in AP
Key Enablers for egov in AP
Well DefinedWell Defined PoliciesPolicies
ICTICT, , ArchitecArchitecture, ture, Standards Standards , Secur, Securityity, Website,, Website,
Policies revisitedPolicies revisited – – Inputs from Think tanksInputs from Think tanks
CoreCore InfrastructureInfrastructure in placein place
APSW APSWAN,AN, Multiple Delivery Channels*Multiple Delivery Channels*, APNET-KU, APNET-KU
Band, APSCAN Band, APSCAN
Well laid out e-governanceWell laid out e-governance Blue PrintBlue Print
Roadmap for 50 departments by Roadmap for 50 departments by PWCPWC – – Being revisedBeing revised
under NeGP now under NeGP now
Key enablers for
Key enablers for
egov in AP
egov in AP
Centralized
Centralized
DatabasesDatabases
Citizens (MPHS); Land Records; Vehicles & Licenses ;Citizens (MPHS); Land Records; Vehicles & Licenses ;
State wideState wide
roll out
roll out
Registration, Revenue, Registration, Revenue, TTreasuries, reasuries, TTransport, ransport, CommercialCommercial
T
Taxes, Municaxes, Municipal Administration, ipal Administration, PHCs, Rural Water SupplyPHCs, Rural Water Supply
e-Readiness Index
The approach
Creation of IT infrastructure
Initiating e-governance projects
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
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
Satellite Communications
INSAT 3B Ku Band Distance learning, telemedicine, agricultural extension, HRDAP State Wide Area Network
APSWAN Project Features
Connecting Hyderabad with
2Mbps OFC
23 Distt HQ Vijayawada Tirupathi
Linking existing LANs
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
Every 4th IT professional
in the Silicon Valley is an
Indian Every 4th Indian IT professional in Silicon Valley is from A P Hyderabad Silicon Valley
An overview of
Departments going on-line
Greater departmental ownership: significant
re-engineering possible
Citizen visit many departments, each one may be
more efficient
Could be a first step in the absence of high band
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
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
Traditional Vs e-Seva
Location : Vanasthalipuram, Hyderabad
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
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
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
Department 2 Department 3 Department 1 Process 1 Process 3 Process 2 Service 1 Service 1 Service n Service 3 Service 2 Centre of eSeva Department n Process n eSeva
Network Department X Process X
eSeva System
Customer goes to different departments for different services…..
Government – A Call Away !
Dial 1100 – Toll Free – 24 x 7 : 365Call Centres / Help Desks In Govt.
Sector
100 – Police 101 – Fire 102 – Ambulance 131 – Railway Enquiry 140 – Airport Enquiry 1097 – APSACS 1074 – RTA 1073–
Traffic Police 1551 - Kisan (GOI) 1912–
Power 1913–
MCH 1916–
Water Works 1098–
Child Labour 108–
Emergency* 1100 - ParishkaramAg. 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
SERVICES (2)
MEDICAL:
Advice through a Govt. Doctor
EMERGENCY: for Fire, Police, and Ambulance.
OTHER SERVICES:
Registration of grievances
SERVICES (3)
INFORMATION
: For the student community
–Results
Counseling
Exam. dates
Fees and
Admissions
•Employment Opportunities:
•
Info on recruitment notifications
•Eligibility
Rated as Best E-gov project at National Level - Gold Medal
in CSI-Nihilent Awards 2004
http://igrs.ap.gov.in/
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 10 minutes
Registration of deeds 1 hour
Encumbrance Certificates 10 minutes
Certified copies
(Documents Registered through CARD)
10 minutes Time
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
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
For Efficiency and Transparency
For
Transparency &
User Departments
Govt. Departments 11 Pub. Sector Undertakings 15 Urban Local Bodies 57
Universities 4
Current Status
eProcurement volume (completed) upto 06-07
(Rs.) 2003-04 564 tenders 1,982 cr.
2004-05 2215 tenders 15,600 cr. 2005-06 9981 tenders 15,808 cr. 2006-07 3362 tenders 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
PC Quest Award for Top egov project in India
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
Electronic Service Delivery
Maturity Model
on •Schemes •Benefits •Forms InformationLevel 1 Applying onlinefor
•Schemes •Benefits •Resources •Referrals
Interaction
Level 2 Online process of •Consultation •Payments •Receipts •Grievances Transaction Level 3 of •Agencies •Processes •Services Integration Level 4 AP is at Level 4
Computers - Earlier
•
Big-sized, Powerless Machines
•Difficult to Program
•
Intimidating Interfaces
•Low Storage Capacities
Earlier..
•
Minimal Networking
•No Remote Computing
•Costly
Now..
•
Small Powerful Desktops
•User-friendly Interfaces
•Enormous Data Storage
•Innumerable Applications
Now..
•
Easy to learn
•
PC - Essential Office Equipment
•Increased Networking
Trends to follow..
•
Ultra-fast Machines
•
Smaller, Smarter Gadgets
•
Applications of every nature
•Networked World
Trends to follow..
•
Email - the primary communication medium
•Video Conferencing
•
