Urban Development Department – Government of Madhya Pradesh

E-Governance Initiatives under MPUSP

Introduction to MPUSP
The MPUSP programme is working with
the Government of Madhya Pradesh
(GoMP) in fourteen cities to enhance
government capacity and strengthen
institutional capacity to deliver sustainable
access to effective services for the urban
poor. This will support the overall goal of
sustainable poverty reduction and economic
growth in Madhya Pradesh. MPUSP is a

MPUSP E-Governance Initiatives

five-year (2006-11) programme assisted by
the UK Department for International
Development. The programme will deliver
three integrated outputs:

1. An enabling policy and planning

environment for pro-poor governance.
2. Strengthened poor communities able to engage in urban governance, with improved
infrastructure and access to services.
3. More responsive, accountable and inclusive service delivery by the state and Urban Local
Bodies (ULBs).

Delivery of improved services by the ULBS has long been constrained, by limited finance,
weak planning and lack of management capacity. The 74th constitutional amendment created
a focus on improving and strengthening systems in ULBs. With the availability of
substantial funds from various sources such as ADB, JNNURM, DFID, the Twelfth Finance
Commission and own sources, a shortage of development funds is no longer a major
constrain in many MP ULBs. However effective expenditure through system improvements
is a major concern.

MPUSP (Utthan) has been following a holistic approach in improving the urban
development in Madhya Pradesh and working very closely with both the UADD as well as
14 municipal corporations of Madhya Pradesh, in conceptualizing and implementing reforms
across different themes like:

• Financial Accounting and Management,

• Organizational Development and Human Resource Development
• Urban Planning and Management
• Poverty Alleviation and Social Development
• Slums Infrastructure Improvement
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Madhya Pradesh Urban Services for the Poor – Funded by DFID

Urban Development Department – Government of Madhya Pradesh

E-Governance (Information and Communications Technologies)

All these themes have various elements which need an ICT (Information and
Communication Technology) intervention to affect various capacity building and reform
initiatives. MPUSP’s e-Governance team has been working on a wide variety of e-
Governance initiative to support these urban reform initiatives.

Some of the major e-Governance initiatives being implemented by MPUSP are as follows:
9 A dynamic UADD website integrated with Email ids for all ULBs
9 Piloting of Municipal Administrative System (MAS) and its subsequent rollout in other
municipal corporations of MP
9 Urban Sector Management Information system (USMIS) for providing key performance
information from all ULBS.
9 Vehicle Tracking Management System (VTMS) for efficient Solid Waste and Municipal

MPUSP E-Governance Initiatives

Fleet Management.
9 Providing improved citizen services through Citizen Service Centers (CSCs)
9 Providing improved citizen services MP-Online on a Public Private Partnership Model
9 Automated Building Plan Approval System (ABPAS) for enabling efficient and
transparent system for the Building Plan Permissions.
9 Public Grievance Redressal and Help Desk system through a Centralized Call Centre.
9 Preparation of Base Maps and Geographical Information System (GIS) for the four
major Corporations.
9 Creation of Wireless Network (WiFi LAN) for UADD and selected Municipal
Corporations.
9 Providing IT Training to over 1500 staff from 14 municipal corporations and UADD.
9 Procurement and installation of Computer Hardware, OS Software and Networking in
all corporations.
9 Digitization of municipal records.
9 File Tracking System (FTS) and re-organisation of paper records for improving the file
movement efficiency and transparency
9 Mobile Citizen Services Van

UADD website
www.mpurban.gov.in is an award winning
initiative started as small project but quickly
gained popularity. The UADD web site is the
back bone of all information for the
department and all ULBs. The feature rich
dynamic website has multiple features which
makes it unique. The website is simple but
elegant and user friendly. Home page is
designed in such a way that the user is
tempted to browse through the inner pages.
The website is useful for all stake holders,
namely, Common citizen, Employees,
Elected office Bearer’s of ULBs, other Govt.
Department, GoI, Donor agencies, NGO’s ,
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etc. The integrated email server providing

Madhya Pradesh Urban Services for the Poor – Funded by DFID

Urban Development Department – Government of Madhya Pradesh
service to all the ULBs of the state makes it a unique hub for all information interchange
pertaining to Urban Sector.

a. Designed to be a single source of information for the Urban Sector, namely,

tenders, circulars, orders, news, training calendar, schemes, citizen interaction
etc.
b. Integrated email server having 1000 email ids using Google Engine. The email
service provides the following facilities:
i. Integrated to UADD website: abc@mpurban.gov.in
ii. 6 GB of Space.
iii. Online chatting and Voice communication
iv. Online creation of document and File sharing
v. Multi Lingual: Write in any language of your choice.
vi. Transliterate: Convert from one to other language.

MPUSP E-Governance Initiatives

 
Geographical Information System (GIS) for all four major Corporations.
Under MPUSP all the four major
corporations have concluded contracts for
implementation of GIS based information
system. The scope of work include
• Procurement of Base maps
• Survey and marking of all properties
• Digitisation of Layers of property tax
and water tax.
• Integration with MAS

Project Components Include:

• Design and Implementation of GIS
Applications to support Municipal
Revenue Improvement
• Design and implementation of GIS
Applications for Municipal
infrastructure inventory and condition
mapping
• Design and implement a demonstration to support municipal infrastructure
management in two municipal wards
• Socio-economic Profile mapping of slums based on the MPHS database if available
• Design and implementation of GIS for heritage structures, religious places, van
vihars, museums, lake resorts, etc. of tourism importance within the city. 3

Madhya Pradesh Urban Services for the Poor – Funded by DFID

Urban Development Department – Government of Madhya Pradesh

MAS – Municipal Administrative System

MAS are meant to strengthen the strategic Municipal Administration System (MAS)
planning capacities and day-to-day
management of core municipal functions of
Municipal
Municipal Corporations. MAS is initially being Municipal
Management Monitoring &
Evaluation
piloted at BMC only but will later on be Information
System System (M&E)
implemented at other municipalities of MP. Geographic
( MMIS )
Information Citizens
It is a centralized, online and integrated System Interface
information system, based on SAP ERP (GIS ) System
(Web & CCS)
Municipal
system encompassing all the Knowledge
functionalities of the Municipal Corporation. Bank ( MDB )

Municipal Transaction Processing System ( MTPS )

MPUSP E-Governance Initiatives

Objectives of MAS
• Creation of citizen friendly
services
• Enhancing transparency and
efficiency
• Cost recovery & revenue
generation

MAS would comprise of the following main

components:
• Municipal Transaction Processing System (MTPS)
• Municipal Management Information System (MMIS)
• Municipal Knowledge Bank
• Citizens Interface System.(will encompass all citizen
services mentioned in MPOnline below)
• Municipal Geographic Information System (MGIS)
• Municipal Monitoring & Evaluation System (M&E)

The MAS development contract was signed in December 2008. The implementation of the
project is underway. Phase I of the implementation will be completed by the end of this year
2009. An AS-IS study documenting the detailed systems and procedures covering all the
departments and sections of BMC has already been completed. Property tax, water supply
billings, birth and death registration and certification modules will be completed in the next
couple of months.
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Madhya Pradesh Urban Services for the Poor – Funded by DFID

Urban Development Department – Government of Madhya Pradesh

Urban Sector Management Information System (USMIS)

USMIS is designed to be a back bone Decision Support System for UADD. It will integrate
all the ULBs a comprises of 2 components, namely, a) Implementation of a web based
Monitoring and Reporting (M&R) system for UADD divisional offices and 14 corporations
and UADD b) Development of a Human Resource Management Information System
(HRMIS) for the employees for UADD and all ULBs across Madhya Pradesh. The HRMIS
will cover:

a. The following Municipal Services for providing officers to the ULBs:

i. State Municipal Service (Executive),
ii. State Municipal Service (Health), and
iii. State Municipal Service (Engineering)
b. Directorate of UADD

MPUSP E-Governance Initiatives

c. Divisional Deputy Directors Offices(7)
d. Divisional Executive Engineers Offices (7)
e. Zonal Superintend Engineers ( Indore and Jabalpur)
f. Project Officer DUDA
g. Officers and staff on deputation to UADD

Vehicle Tracking System for efficient Waste Management

The task focuses on development of a VTMS (Vehicle Tracking
and Management System) which is a state of the art information
system for locating, monitoring and managing the public utility
vehicles of Municipal Corporation, through a web based
software application integrated with GPS based vehicle locating
and monitoring mechanism. This includes:

• Garbage Disposal Vehicles for facilitating regular and

timely collection and disposal of garbage from / at the
scheduled points.
• Water Tankers for filling and delivery of water at the
stipulated points.
• Any other public utility vehicle (e.g. earthmovers, road
rollers, JCBs, etc)

The VTMS is an invaluable tool which provides real time monitoring and reporting of
Municipal Vehicles enabling the following benefits:

• Increased vehicle productivity.

• Reduced vehicle idle time.
• Improved emergency response
time.
• Reduced fuel pilferage.
• Increased vehicle security. 5
• Instant accident reporting.

Madhya Pradesh Urban Services for the Poor – Funded by DFID

Urban Development Department – Government of Madhya Pradesh

Providing improved citizen services through Citizen Service Centers

Citizen Service centres (CSC) are the primary interface between citizen and the govt. The
main component of the CSC is the software solution that integrates all the services into one
application so that citizen can get all the help from a single window. The CSCs are also
equipped with adequate Hardware and trained staff. For the comfort of the citizens, the
CSCs are ergonomically designed with adequate air-conditioning facility.

MPUSP E-Governance Initiatives

Enabling Citizen Services through MPOnline (PPP Model)
MPUSP is facilitating the fourteen Nagar Nigams/Nagar Palikas to enlist the services of
MPonline. The support includes:

• Funding for Digitisation of

Data
• Feasibility study and advice to
ULBs.
• Bridge between the ULB, local
vendor and MPonline and
helping draw up an MOU.
• Creation of model CSCs in
each ULB.
• Identification and advice to
ULBs on locating CSCs near
to urban poor.

The following services are provided online in the first phase:

• Self Assessment of Property Tax.
• Payment of Property Tax / water tax.
• Registration of Death / Birth.

Madhya Pradesh Urban Services for the Poor – Funded by DFID

Urban Development Department – Government of Madhya Pradesh
In the second phase the following facilities will be provided:

• Trade Licensing
• Transfer of Title
• Tax Assessment
• Sanitary Certificate
• Advertisement Licensing
• Payment of Water / Utility Bills
• New Water Connection Application
• Building Permission
• Ration Card Generation / Payment
• Advanced Online Grievances system

MPUSP E-Governance Initiatives

Facility for Online Payment of
Electricity Bills in the Bhopal Area

Automated Building Plan Approval System (ABPAS)

The project is for development and implementation of a fully integrated online Automated
Building Plan Approval System (ABPAS) for Municipal Corporations (MCs) under Urban
Administration and Development Department (UADD) of the Government of Madhya
Pradesh. ABPAS will facilitate

• Online submission of application along with documents for building plan approval
• Scrutinize the drawings submitted for building plan permission to ensure that they
conform to all regulatory and statutory norms, rules and regulations.
• Generate MIS Reports an system alerts to provide a real time dash board / summary
of key indicators and generate various analytical and comparative reports required by
MCs, development authorities, UADD and GOMP.

ABPAS initial building plan application form and planning documents submission

Madhya Pradesh Urban Services for the Poor – Funded by DFID

Urban Development Department – Government of Madhya Pradesh

Public Grievance Redressal and Help Desk System through a

Centralized Call Centre
The project is aimed at providing easily
accessible information cum complaint
system through, telephone, mobile and
internet. The IVRS of the call centre
guides the citizens to the respective
executive who will attend to his
requirements. In case it is a complaint a
registration number is given.
Simultaneously the system passes the
information to the municipal
functionary to take necessary action to

MPUSP E-Governance Initiatives

alleviate the issue. In case the
complaint is not attended to then the
system automatically escalates the
matter to the next higher official. The TeleSamadhan online interface
citizen is also allowed to track the
complaint through mobile or internet.

Creation  of  WiFi  LAN  for  UADD  and  Selected  Municipal 

Corporations. 
Networking and integrating computer Hardware is aimed at
reducing paper work and increasing inter and intra departmental
information exchange. Access to internet and email will allow the
ULBs to function more efficiently. WiFi LAN is already
operational in UADD office. Procurement action is in hand to
create WiFi LAN in all the four Major Corporations.

IT Training to Municipal Functionaries

All municipal functionaries are being trained at least for
one week in Basic computer operation. IT training is
taken up very seriously in all the Municipal
Corporations. The aim of MPUSP is to train every
Municipal Functionary so that he or she is able carry out
normal office functions using computers. So far over
500 officers/staff has been trained and further training
of staff is in process. One of the training facilities is shown in
the image on the right. Upon completion of ICT training
programmes, the attendees are presented with a certificate.

Madhya Pradesh Urban Services for the Poor – Funded by DFID

Urban Development Department – Government of Madhya Pradesh

Procurement of Computer Hardware and Networking Equipment

Under this project MPUSP is procuring over 500 Computers, Laptops and printers for all
the 14 Municipal Corporations. The computer Hardware will help corporations to
implement other e-Governance initiatives, especially in facilitating citizen services. So far
over 300 different Hardware components have been procured and distributed to different
ULBs. Providing the ULBs with Necessary Hardware and standard software to operate the
ICT solutions:

• Computer Hardware and software.

• Networking equipment
• Servers and Work stations
• Plotters and High end scanners
• Commercial software like, MS Office, Auto CAD etc.

MPUSP E-Governance Initiatives

Digitization of Municipal Records
Digitisation of records, acts is a project for development and implementation of a web based
system for updating, public querying of documents, Nagar Nigam Act, government orders
etc for Municipal Corporations. The task focuses on digitisation of existing documents and
Orders existing with MC, compiling them in a database, hosting the data in a web based
application for dissemination of information to the public. The application will facilitate
regular updation of data by MC officials using web based GUI (Graphic user Interface). The
primary objective is to create a digital library of all acts and records which can be queried by
officials and citizens anytime from anywhere. The scope of work includes:
• Digitisation of relevant documents in to a database as per the format specified by
JMC.
• Scanning and indexing of all documents relevant to and required by JMC.
• Creation of a web application integrated with the JMC website for hosting data and
digital library of documents mentioned in sub task 1 and 2. The application will have
facility for updation of the data by remote administrator.
• Maintenance of the Application and data for a period of three years from the data of
completion.

Search for Government Orders and Acts by year, department, title and descriptions.
Act and Order Documents are provided to citizens in PDF format
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Madhya Pradesh Urban Services for the Poor – Funded by DFID

Urban Development Department – Government of Madhya Pradesh

Municipal File Tracking System

File tracking system is a simple tool for monitoring file movement through a web based
interface. The system allows the users to barcode each file and enter it into the system to
track when it moves from one office to other. The web based application allows officials to
keep track of the movement, fix accountability and ensure transparency. The objectives of
the system are:
• To store the files in a proper manner.
• To improve the pace of retrieving the documents
• To safeguard the files, records in a proper manner in-order to comply with the
various provisions of the law
• The improved document management systems should make the information access
easier for the citizens and stakeholders as to comply with the provisions and spirit of
Right to Information Act, 2005.

MPUSP E-Governance Initiatives

Mobile Citizen Service Van 
The objective of this initiative is to develop a
healthy and enabling environment for slum
dwellers through education, sanitation and
empowerment of women, improving access to
municipal services. This programme
endeavours to improve the quality of life of
these slum dwellers by making provisions for
basic services in a comprehensive manner. The Mobile vans shall provide 4 major services:

Health Services for health care awareness and addressing health care seeking behaviour
among the under privileged slum dwellers by giving:
• Medical advice & primary health checkup
• Referral of complicated cases to enable long term and complete health Care services
• IEC and counseling on health & hygiene
• Provision of basic medicines, vitamin supplements, ORS, de-worming medicines etc.
Information Education and Communication for:
• Health hygiene
• Rights awareness
• Welfare programmes
Computer Literacy classes with a 20 hrs learning programme with classes of 2 hrs each for:
• School Going
• Drop Outs
• Unemployed youth boys & girls
• Men & women with aptitude & interest
Access to Citizen Services for:
• Individual tap connections
• Application for birth / death registers
• Access to various forms for benefit schemes
• Mobile kiosks
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Madhya Pradesh Urban Services for the Poor – Funded by DFID