Transcript Integrated Service Delivery: Issues & Challenges

INTEGRATED SERVICE
DELIVERY: ISSUES &
CHALLENGES
by
Raj Kumar, IAS
Secretary to the Govt. of Gujarat,
Department of Science & Technology.
Date: 18th January 2008, New Delhi.
Integrated Service Delivery:
Issues & Challenges
1. Introduction
2. Service Delivery Preparedness (Back-end)
(i)Databases (ii)Information
(iii)e-readiness of Back end processing
3. Service Delivery Framework (Front-end)
(i)CSCs
(ii)Integrated Service Portal
(iii)Fee Structure
4. Infrastructure Readiness
(i)SWAN including last mile connectivity
(ii)Data Center
5. Governance of e-Governance
(i)Business Process Reengineering
(ii)Performance based reward system for
stakeholders.
Integrated Service Delivery: Prologue
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Currently, using e-governance some of the
citizen services are being delivered in a
decentralized manner.
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E.g. One Day Governance & e-Dhara centers in all
Mamlatdar offices (Block Level); City Civic Centres in
Ahmedabad Municipal Corporation, e-Stamp
Registration in Stamp Duty Registrar offices. Similarly,
Education Board provides results on web site.
Contd..
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Integrated Service Delivery: Prologue
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Limitations of existing service delivery
system(s):

Necessitates Citizen’s visit to respective govt. office;
No. of services are limited to a particular line
deptt./office(s).
Evolution of service delivery across different
offices/line deptts. in the State has resulted in
variations in procedure, fee structure, software,
database structure, delivery mechanism
(departmentally/PPP mode) etc.
Such service delivery initiatives have evolved through
Individual efforts rather than system oriented
approach.
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Integrated Service Delivery:
VISION
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“To facilitate inclusive growth for all by
providing services to the citizens at their
door step in an easy, effective, efficient
and transparent manner.”
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Realization of this vision by 2010 is one
of the Golden Goals of Gujarat.
Integrated Service Delivery Portal
Integrated Service Delivery:
Service Delivery Preparedness (Back-end)
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Databases: Electronic data bases are essential for easy,
effective and efficient service delivery.
Availability of electronic data bases;
Uniformity of database structures within the line deptt.;
Interoperability of databases of different line deptts.;
Availability of regional language software tools for better
management;
Regular updation of databases.
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Readily available Statewide Electronic Databases in
Gujarat:
(i)Land records (all land holders) (ii)Ration Cards (all card
holders) (iii)BPL list (all surveyed BPL families) (iv)Employment
exchanges (all exchanges) (v)Electoral list (entire state’s voter
population) (vi)Soil Health Card for all 18000 villages
(vii)Secondary Education Board results (last 10 years)

In most of the above cases, systems for data base updation are in place.
Integrated Service Delivery:
Service Delivery Preparedness (Back-end)
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Information oriented data:
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Availability and accessibility of citizen centric information.
Regular maintenance/updation of information.
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Status of Information type database in
Gujarat.
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Generally maintained on websites (exceeding 200)
e.g. Agriculture commodity price information, High
court case information system, employment
exchange data information etc.
Regular maintenance of information database(s) is a
challenge.
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Integrated Service Delivery:
Service Delivery Preparedness (Back-end)
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E-Readiness of back end processing:
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Availability of connectivity/ LAN in respective offices, Hardware &
application software(s), trained & responsive workforce.
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Gujarat’s Status:
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A large no. of line deptts. have provided computer h/w and
developed application S/w using 2-3% allocation out of Plan grants
each year.
Quite a few of citizen centric services are being delivered from
Collector/Mamlatdar offices i.e. One Day Governance Centers.
Govt. has made computer learning compulsory for recruitment/
promotion across all cadres of class I to III.
In order to provide service delivery on a sustainable basis, District
E-Society has been formed. In some cases PPP model is also
followed.
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Integrated Service Delivery:
Service Delivery Framework (Front-end)
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Common Service Centers (CSC):
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Schemes formalized by GoI.
Many states are in the process of selecting SCAs.
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In the absence of govt. services, at best, it will deliver
private business oriented services. Building credibility
of CSC as reliable delivery center of government
services would be a challenge.
Connectivity including bandwidth quality/speed.
Electricity Infrastructure in the villages.
Availability of trained manpower to man CSCs.
Financial viability of CSC operations.
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Contd..
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Integrated Service Delivery:
Service Delivery Framework (Front-end)
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Gujarat’s Status:
M/s 3 i Infotech, CMS and Reliance communication
appointed as SCA in 4 zones of the State (oct.07). There
will be 6000 CSCs covering 13693 Village Panchayats.
All bids are negative i.e. govt. earns revenue from them.
 Connectivity:- Work awarded to M/s Airtel in oct. 07 for
providing VSAT based broadband connectivity (54
MBPS on sharable basis among CSCs & village
panchayats) to all 13693 village panchayats in Gujarat.
All major government offices upto Taluka connected
through SWAN.
 All CSCs would be housed in Gram Panchayat buildings.
 All villages have 24 hrs power supply.
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Integrated Service Delivery:
Service Delivery Framework (Front-end)
 Integrated
Service Portal: On Line
Integrated Service Delivery Portal is a must
for the success of CSC scheme. Least, it
should be designated as a mission
mode project under NeGP.
Unique Citizen ID?
 E-payment?
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Continued..
Integrated Service Delivery: Progress
Status of Gujarat
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On Line Integrated Service & Information portal is being
developed. Central Portal Server would be connected to data
base servers in the State Data Center. We intend to provide
following major services through portal:
Data Bases
Services
Beneficiaries
1.Land Records
(All 225 Talukas)
Occupancy certificates, Mutation
Farmers/ land
owners
2.Ration cards
(All 225 Talukas)
Addition/deletion of names, new
cards, change in address etc.
Entire
Population
3.BPL list
(All 225 Talukas)
Useful for Govt. scheme benefits
BPL
4.Electoral roll
(whole state)
Useful as Citizen ID; elector(s)
name addition/deletion
Entire
Population
5.Education Board
(10 yrs data)
Education certificates for 10/12th
Re-examination of answer books
Student
community
6. Soil Health Card
(All 18000 villages)
Decision support for agriculture
e.g. fertilizer inputs, crops
Farmers
Integrated Service Delivery: Progress Status of
Gujarat
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In addition, we intend to provide following other
major govt. services to the people in 1st Phase:-
Service
Beneficiaries
Birth/death certificates
Entire state
Old age/widow Pension
Destitute Persons
Caste/income certificates
Entire population
Govt. Insurance schemes
Students, landless labor,
farmers
Housing schemes
BPL, SC/ST Population
Driving License (Learners’)
Eligible population
Weather information
Farmers
Agriculture Commodity Prices info.
Farmers
Railway Time Table/Reservation
Entire Population
Employment exchanges
Job seekers’ and job providers
information
Integrated Service Delivery:
Service Delivery Framework (Front-end)
 Fee Structure:
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Value for money.
Guard against rent seeking and encourage competition
in due course.
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Gujarat’s Status: Fee structure for CSC is as following:
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SCA / VLE’s
Share
GoG’s Share
Utility Provider
to pay
E-government Rs. 10
Rs. 8
Rs. 2
Rs. 0
Utility bill
collection
Rs. 0
Rs. 4
Rs. 1
Rs. 5
On line land
record
Rs.15
Rs. 10
Rs. 5
Rs. 0
Type of
Transaction
Charge to
Citizen
Integrated Service Delivery:
Infrastructure Readiness
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SWAN: Must for collection/updation of data and
processing of service requests. Most of the States are in
various stages of SWAN implementation. Network
stabilization takes time.
Providing last mile connectivity to various field offices of
line deptts. is a time consuming and challenging task.
Gujarat SWAN Status:
(i)Operational since Dec 2001.
(ii)More than 3500 offices connected across the state.
(iii)Currently GSWAN enhancement is underway.
(iv)Quality of the last mile connectivity to offices other than
Collector/Mamlatdar offices is an issue.
Integrated Service Delivery:
Infrastructure Readiness
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Data Center is an integral part of SWAN. To some
extent, NIC data center support is available in the
States.
State Data Center scheme yet to be finalized by GoI.
Aggregation of decentralized databases.
Business Continuity Plan (BCP)
Gujarat Data Center Status:
GSWAN Server Farm & NIC do provide reasonable
support.
Mail and web-site hosting services are provided by
Server Farm.
As part of BCP, Gujarat is setting up DR at NIC,
Hyderabad.
Integrated Service Delivery:
Governance of E-Governance (1)
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Demand Measurement: Dynamic mechanism needed
for survey & measurement of shifts in citizen demand patterns.
Demand Creation: Communication and publicity strategy at
national and local level.
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Business Process Reengineering:
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Necessary for improvement in quality of service delivery.
Changes needed in rules/ administrative procedures. E.g.
Mechanism for collection of service fees and its transfer to
various line deptts./local authorities, authority for physical
verification of applicant, attestation of affidavit etc.
Reform distrust based governance systems into mutual trust
based systems by implementing mechanism for cross verification
of multi layered electronic databases e.g. electoral data, ration
card data, BPL data etc.
Create competitive structures for service delivery, wherever
possible as technology enables it.
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Integrated Service Delivery:
Governance of E-Governance (2)
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Institutional mechanism for management of Integrated
Service Delivery system.
Performance based reward system for stakeholders.
In a successful delivery system, governments would,
probably, observe higher levels of citizen satisfaction.
Customer benefits from reduction in existing transaction
cost/time.
Front interface benefits from revenue share in the
income from transaction fees.
Back end interface may end up with punishments only.
Logically, efficiency should be rewarded.
THANKS