Transcript Quality Customer Service - Next Steps for the Civil Service

PRISM
Property
InformationSystem
SystemModule
Module
PropertyRegistration
Registration Information
Improved Delivery of Services to
the Citizens
New Delhi
28th March 2005
Nirmaljeet Singh Kalsi, IAS
Director-cum-Secretary, Department of IT
Government of Punjab
An experience
experience of
An
of Punjab
Punjab in
ine-Registration
e-Registration
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The Mindset of most Government Employees So far
 Do nothing and nothing would be done to you.
 The best approach to the Government work should be:
 If possible, avoid it - “PUC does not concern this department”
approach.
 If necessary, go slow - play safe, take the longer but safest route
 If pushed, go in circles - Pass-on the buck to others like Finance,
Planning, Personnel, Administrative Reforms, GOI.
 If cornered, appoint a committee- diffuse responsibility, delay
decisions
 No innovations please. Do not deviate from the time
tested, track - Status quo is always the safest and the
best policy
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Good Governance- Components
1. Rule of law
5. Effectiveness & efficiency
2. Transparency
6. Equity and inclusiveness
3. Accountability
7. Consensus orientation
4. Responsiveness
8. Participation
Process Re-engineering
Reforms
Good Governance
Good Governance is the primary objective of
all e-Governance projects
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How can we improve Governance
Mathematical Simulation Model for Corruption
Corruption =
(Monopoly + Discretion – Accountability)
x Authority
 To reduce corruption
 Finish monopoly through multiple service delivery
channels
 Reduce & streamline discretion
 Introduce accountability - at all levels
 Reduce authority – Empower lower staff
 Improve ease and transparency
IT & e-Governance can help in achieving the above
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Reforms Agenda for Good Governance

Re-invent the Government for Good Governance
 Focus on Good Governance & divest other roles to private sector
 Shift from Command- control regime to market driven regime
 Un-bundle competitive & commercial functions from State’s roles
 Strengthening Institutions to perform State domain roles

Re-define and Improve Service Delivery to Citizens
 Bring in Responsiveness, Accountability & Transparency
 Improve Citizens’ interface with Government
 Through use of Information Technology (IT)
 Government Process Re-engineering & Administrative Reforms

Improve effectiveness, internal efficiencies in Govt & reduce costs

Right-sizing the Government

Services Delivery through Public-Private Partnership

Empowerment of Citizens, Women & the Disadvantaged
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Administrative Reforms &
Government Process Re-engineering

Comprehensive review, simplification and revision of
 Punjab Civil Secretariat Manual of Office Procedure
 Punjab Civil Services Rules
 Punjab Financial Rules

Restructuring of the State Government Departments
 Re-fixing of work norms
 Revised functions and roles
 Implementation of feasible IIPA Report

Right to Information Act

Simplification of procedures for Citizen Services through
 Business Process Re-engineering
 Administrative Reforms

Preparation of Citizen Charter

Adoption of Single File System

Take up Evaluation studies
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Land Registration
“An efficient land registration
system is a precondition for the
operation of an efficient land
market”
World Bank Report
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Land Registration in Punjab
 A system of registration of Deed carrying a State Guarantee
 Primarily an Agricultural Economy therefore land is the most
important asset
 Property ownership is also critical to commercial activity
 Main Customers: Citizens, Lawyers, financial institutions, public
corporations, local authorities and private firms
 Basic Statistics
 Number of Districts: 17
 Number of Sub-Divisions: 72
 Number of Registration offices: 153
 Number of Villages: 12,993
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Why eRegistration ?
 Registration Offices had acquired a bad reputation in the eyes
of the public due to various reasons including:
 Inordinate delays in processes
 Lack of transparency in functioning
 Discretion-based valuation
 Under-valuation translating to revenue loss for the government
 Touch points of citizens with numerous rent-seeking intermediaries
 Possible frauds and land scandals
 Loot of Government land, evacuee property, Nazool land, wakf
property, Village common lands
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The Challenges
Reduce
Delays
Bring in
Transparency
Objective
Valuation
MIS,
Monitoring
Control
Record
Keeping &
Retrieval
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Improving What & How?
Generic Property Transfer Process
Reception/
Logging
Verification/
Validation
Decision
Recording
Decision
Deed
(affidavit)
Delays are incurred in the hand-offs from
one step to the next step
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We Planned Big, Started Small, Scaled Fast
First Phase
Computerisatio
nTEXT
• First Stage
Computerisation
• Changing mindset
• Developing
environment for
Second Phase
Completed
Second Phase
Implementation
TEXT
TEXT
( 12 Months)
• DIT, GOI Sponsored
• 17 Locations in one
District
• PPP Model
• Improved Software
• Best practices
• Launch on 1st April
2005
Current Status
An experience of Punjab in e-Registration
State Wide
Roll Out
TEXT
( 2 Years)
•
•
•
•
•
All Districts
BOOT Model
Central Legislation
Uniform Standards
Sustainable Business
Model
In progress
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E-Governance Hype Cycle
Visibility
Surveys and
benchmarking
Online not
always good
Poor ROI on initial
efforts
Government portals
Initial
Enterprise
E-Government
strategies
We are
Here
Channel management troubles
Single dept
online services
Reducing
channels
Failures and no ROI
drive divestments
Information-only
sites
E-Government
stagnates
Multi-channel
strategies
Performance
Metrics
Borderless
service
Integrated
Back-office
Data
interoperability Enterprise re-engineering Management
architecture
Peak of
Inflated
Technology
Trough of
Expectations
Trigger
Disillusionment
1994–1999 2000 2001
E-government
becomes
government
Security issues
2002
2003
An experience of Punjab in e-Registration
Slope of
Enlightenment
2004
2005
Plateau of
Productivity
2010
13
Property Registration
Information System Module
PRISM
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The Basic Guiding Principles

“Small-Steps” and “Phased Approach” adopted

Change Management & Process Reengineering given more important than
technology

Citizen Centric, People friendly

Improved turnaround time and quality of services to the citizens

Definiteness and certainty of Service through Service Level Agreements

Transparency and Accountability is built-in

Reduced Monopoly and Discretion

Speed and efficiency are the derived factor

Technology is simple, robust and reliable

Model is Self-Sustainable through Public-Private Partnership

The Application is Fraud proof as far as possible

Objectivity in decision making i.e. evaluation

Completeness of solution with Backward and Forward Linkages
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Land Registration Computerisation
First Phase of Computerisation

Objectives
 To change peoples mindset and preparing them for Computerisation
 Initial version of PRISM installed in select Registration offices
 Computerisation of the manual registration process
 Online Photo Capturing of Parties & Witness
 Printing of photographs of concerned parties on the backside of stamp
paper

First phase completed in October 2004

Implemented by all the District Administrations

No external Consultants involved

Software and Technical Support by NIC Punjab
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First Phase Computerisation
 Respective District Administrations have implemented the
project at 110 out of 153 locations
 Employing local resources and technical support from NIC
District Centres
 Institutional mechanism in the shape of Punjab land Records
Society for accounting and management
 The main objective of PLRS is:
 to oversee, monitor the implementation of computerization and
digitization of Land Records and related documents in Punjab for the
overall benefit of the citizens and
 to provide Land Records related services through multiple common
access infrastructures
 Sustainability of project through Facilitation Charges from
Public deposited with the society.
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Learning from First Phase
 Validation of Market Value by PRISM depends on type of
property selected by users.
 Assessment of Market Value should consider more
parameters on property and needs to be more transparent.
 Backup, Storage and Retrieval of data needs to be
standardized, uniform and regular
 Manual records continue e.g. Indexes, Cash Summary,
Reports to Tehsils & Dist HQ
 No connection with Land Record database & application
 Lack of training to the users
 Need for a Citizen Charter and SLAs
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Property Registration Information System Module
 Facilitates the process of registration at an enhanced speed
and efficiency at the Sub Registrar Offices, across the state
 Built with strong focus on ease of usage, simplicity and sound
security & controls
 A replicable and scalable application suite, the software:
 covers the registration process for different documents for registration
 integrates registration, valuation, scan and archives modules
 generates appropriate reports
 introduces service level integrators for return of original documents
within a specified time frame
 incorporates reengineered processes
 introduces enhanced security by inclusion of biometrics
 introduces enhanced methods by inclusion of digital photograph
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PRISM – Screen Shots
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PRISM – Screen Shots
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PRISM – Screen Shots
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Distinguished Features of Software

Focused on reducing impersonation in the process, and

Reducing errors in data entry and improving the user experience in
the SRO.

Online Photo Capturing of Parties & Witness along with SubRegistrar and saving in database

Printing of photographs of concerned parties
stamp paper

User interface in local language i.e. Punjab and English

On the spot valuation of property

On the spot Stamp & Registration Fee Calculations

Checklist and search facility

Scanning Module

Workflow based Application

Secured by Bio-metrics

ISO Certified Product
An experience of Punjab in e-Registration
on the backside of
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Process Re-engineering Initiatives
Substitute IT for
existing technology
Reap modest
effectiveness and
efficiency gains
Enhancement
Redesign process,
based on inherent
needs and/or
technology
opportunities
Change the process
with the help
Of IT
Obtain larger
effectiveness and
efficiency gains
Change the structure
& organization
of the services,
production
and potentially, its
product strategy
Maximize
effectiveness and
efficiency increases
Transformation
Substitution
Understand and
document the
Process to be
IT-assisted
Redefine the role
of the process
within the larger
productive system
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Second Phase of PRISM
 Roll Out of Project in District Sangrur
 Partial Funding from Department of IT, GoI
 PricewaterhouseCoopers (PwC) as project consultants
 NIC Punjab as software partner
 Based on Public Private Partnership
 Start functioning from 01.04.2005
 Best Value for Money for All Stakeholders was ensured
 Many Public Private Partnership scenarios were examined
based on
 the efficient allocation of risk between the government and private
partner
 the payment mechanism to encourage the operator
 the amount of investment made by Government (pilot project)
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Second Phase - Project challenges...
 Manage huge investment requirements different locations
 Civil
construction
cost,
Hardware/Software
requirements, Maintenance cost, Networking
requirements etc
Cost,
Training
cost, Resource
 Low transaction volumes i.e. 60,000 deeds/year
 Unequal distribution of deeds volume across the SRO
 i.e. remote SRO with very few Deeds per day
 Train people - Inadequate skills sets
 Manage man-power requirement
 Maintain infrastructure
 Standards, Uniformity
 State wide roll out
An experience of Punjab in e-Registration
Limited Project
Time Frame and Funds !!
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We Adopted A UNIQUE Approach!
 First of its kind
 to test not only the pilot for e-Governance initiative, but also
 testing PPP modeling in pilot itself for tremendous learning
 with holistic view covering wider scope with in short timeframe
 Set project as a role model for all future state PPP initiatives
 not only limited to Registration activity but also other
Governance initiatives of the state
e-
 Testing PPP modeling options for the State Wide Roll out
 saving time, expense and resources
 learning to be used for a Tested implementation model
 No Government funds involved
 Facilities management totally outsourced on BOOT Model
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Nobody Minds paying for Quality Service
 To get rid of the Direct and Indirect Costs of Government services,
humiliation & Inconvenience
 Prescribed Government fee/ Transaction cost if any
 Cost attributed to Delays and uncertainty
 Cost of direct Corruption
 Loss of day’s wages
 Opportunity cost of time wasted
 Cost of Travel to location of service
 Cost of stay at the place of service
 Cost to be incurred on the sifarish (Sarpanch, Namberdar)
 ROI on private investment in e-Governance is good- recovery
through user charges
 People are prepared to pay for the time bound quality services even the poor, because it actually costs less
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“Make Government Businesslike”
NOT Making Government Like Business
STRATEGY FOR CITIZEN SERVICES
 CAPTURE the Private Sector
Profit Motives
 Customer orientation
 Efficiencies
 Management Practices
 Financial Resources
 HR Talent
 Entrepreneurship
While keeping Govt’s Social
Responsibility
Public orientation
Equality and justice
Affordability
Accountability
Objectivity
Transparency
Ultimately the Financial Motive is the Single Biggest Success Driver
The Underlying
Principle
Private financing wherever possible
Govt. financing where necessary
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Unique Features Adopted in the Second Phase
 Total Integration with Forward and Backward Linkages
 Integration and Convergence of Deed-Writers’ activities by
providing them dedicated terminals for completeness, accuracy
& preciseness of deeds
 Automation of Market Valuation Process using location &
address description of the property
 Forward linkages and Hand-Shake with Land Record software
which will directly provide/ take inputs from this application
 Such Interface with Land Records Database to check details like
ownership, encumbrances etc.
 Provision in software for Revision of Market Value based on
rates and proper authentication
 Generation of Memorandum of Registration
 Integration with banks for issue of stamp papers
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PRISM Seamless Integration
Deed Writer
Module
Core
PRISM
application
Land Records
application
database
Backward Integration With
Forward Integration With
Deed Writer Module
Land Records Software and Database
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Managing the Change
Redesign for enabling
Modification of
Workflow
Requirement Drivers
Change in
Public
Services
New or Redesigned
Services with defined
Service standards
Change in
Methodology/
Procedures
GPR/ AR
Redesign of Work
Operations
Change
Management Citizen and
Court Staff
Changes in Skills,
Attitudes,
Expectations,
Perceptions
An experience of Punjab in e-Registration
Successful Implementation of
e-enabled Services
Change in
Structure of
Service
Agency
32
System Architecture in SRO
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System Architecture in District
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Unique Features Adopted in the Second Phase
Built-in Anti fraud features in sale-purchase transactions
 Digital Photograph of seller, buyer and witnesses in the presence of SRO
integrated in the sale deed itself
 Live on the spot Digital Photograph in secured environment
 Strong Security features with Multi level access control
 Biometric security for operators and Authorities
Effective monitoring by meaningful and timely MIS reports
 Discontinuance of manual preparation of statements and registers
 Automating report compilation at Sub-division, District Head Quarters and
State HQ
 Central record room for easy storage and on-line distributed search and
retrieval facilities
 Scanning of Documents for ease of storage, retrieval and retrieval
 Extensive and reliable networking
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Allocation of Tasks to Private Parties
Printing
Citizen comes to
SRO office Helpdesk
Data Entry Staff
for entering the
Deed Details in
system
Photograph
Processing, Data
Entry
Printing
(Receipt,
Document printing)
SR/JSR Review
Deed Writer
Writing the Deed
Registration Clerk
review
Helpdesk Support
(Query handle, Issue of token
number, Data Entry, issuance of
reports , registered deed,
document)
Fee Collection
Document Scanning
, Data Entry
Periodic Report Generation and Data Backup & Transfer to Head Office
Hardware, Software and Network Management Support
Facilities Management
Services to be handled by BOOT Operator time to time
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Our Achievements & Experience
 Better value for money - the cost of a service delivered is
lower than traditional procurement,
 Better quality services - the quality of service is expected
to be better (SLA)
 Faster project delivery - the linkage between service
availability and payment to deliver project objectives
within short timeframes;
 More project delivery - by using private sector finance it
is possible to cover all the 17 locations within a defined
period of time;
 Protection against technology obsolescence while
minimizing government financial outgo
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Benefits to Government & Citizens
 Greater certainty - the allocation of risk to the private
partner provide for greater certainty and predictability w.r.t
the cost and quality of SRO services
 Better regulation - by transferring responsibility, SROs to
focus upon service performance rather than management
of day-to-day service delivery;
 Enhanced competitiveness - by competitive tendering, the
quality and cost of operations are benchmarked against
market standards.
 Efficiencies in management and improving Citizen
Government Interface
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•
•
•
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•
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Executive Information System
Punjab Wide Area Network
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
Defer
• All other applications
Low
Criticality
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of Punjab
in e-Registration
High Criticality
Target
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•
•
•
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•
•
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Sukhmani -Integrated Citizen Services
SUWIDHA in DC Offices & EFV
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, Sys Admin
Permit
• Dynamic Departmental web Sites
• E-mail, Office tools
• Modernization of AG Office
• PWD, Engg Applications
• Agri-Information Services
• Rural Development & Panchayats
Low Criticality
High Feasibility
Low Feasibility
High Criticality
Pursue
High Feasibility
Low Feasibility
e-Governance Prioritization Framework & Status
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Lessons Learned

Political Will & Leadership

Adopt an incremental/phased approach

Government Process Re-engineering is necessary to get the full benefit IT
based Project

Institutionalization of e-Governance Project Management

Facilitation Charges from Public gives self-sustainability

Involve All Stakeholders at every step

Ensure you can provide technical and administrative support to the
Departments

Don’t underestimate internal and external change management Challenges

There must be Backward Linkage with existing market and economic factors

There must be Forward Linkage with future vision and applications
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Way Forward…
 Fast Completion of the Project at Sangrur
 Replication of its experience through out the state.
 Property Market Rates on web to improve transparency
 Addition of value added service
 Data Centre for all registered & scanned documents along with
photographs
 Integration of Registration process with Banks
 Backward & Forward Linkages
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THANK YOU
Nirmaljeet Singh Kalsi, IAS,
MD,Punjab Infotech, Chandigarh
Tel. 0172-604892( Telefax ), 704717
Residence: # 906, Ministerial Complex,
Sector 39-A, Chandigarh
Tel.:0172- 721288
Director-cum-Secretary,
Department of Information Technology,
?
Government of Punjab,
www.doit.gov.in
Punjabsewa.gov.in
www.punjabinfotech.org
Punjab.gov.in
An experience of Punjab in e-Registration
E-Mail :[email protected]
[email protected]
doit@punjabmail,gov.in
[email protected]
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