(The Voice of Common Man)

LOKVANI

An e-effort to empower common man

28th November, 2006 at IIM Lucknow By Amod Kumar District Magistrate, Faizabad

Outline of presentation
Relevance of e-Governance for India Demonstration & technical details of Lokvani (WHAT?) 1. Front-end 2. Back-end Process of implementation & administrative details (HOW?) e-Governance issues

Our Presidents vision

Developed Country by 2020

India cant be a Developed Country if It is not e-Governed

Why?

Large Population

Wide Spread Corruption

Implementing RTI Act 2005 is impossible without e-Governance.

Slow & lethargic bureaucracy

Long decision time

Can we be e-Governed nation?

Our Past Successes

Bhoomi Railway Reservation System Banks E-Seva

Bhoomi

Railways

Banks

Our Role Models

Computerized railway reservation system

Bhoomi, Karnataka

What is Lokvani?
Lokvani is an Internet kiosk based G2C interface for providing various information and public grievance redressal in a transparent, accountable and time-bound manner by forging effective Public-Private Partnership (PPP)

Welcome to LOKVANI

www.sitapur.nic.in/lokvani

Public Grievance Redressal Existing System

Senior Officers

?
Departmental officers Field level officers/employees Common man

Public grievance redressal-Lokvani System

DM office

Lokvani Server

Concerned Department

Third Party, Lokvani Kiosk

customer

Lokvani & RTI Act

Customer Lokvani kiosk Scanned online copy request Online request scan Govt. office

online

online

Hard copy

NIC
DM Office Dispute resolution

Lokvani & Single Window Kenrda

customer

Govt. office

Single Window Kendra

Typical Lokvani kiosk

Average Income of Kiosks (from single service)

S.No. Lokvani Centre No of Complaints Received (till Jan 06) 1 Sitapur -2 12912 2 Biswan -2 5607 3 Sitapur -1 5151 4 Laharpur -2 2965 5 Mahmudabad -1 2824 6 Sidhauli -1 2804 7 Mahmudabad -2 2754 8 Misrikh-3 2362 9 Sidhauli -3 1548 10 Maholi -2 1519 11 Misrikh -2 1497 12 Sitapur-7 1423 13 Biswan -1 1308 14 Reusa -1 1015 15 Hargaon -1 1014 16 Laharpur -1 891 Amount Income Collected (Rs.) per Month (in 14 months) (Rs.) 322800 140175 128775 74125 70600 70100 68850 59050 38700 37975 37425 35575 32700 25375 25350 22275 23057 10013 9198 5295 5043 5007 4918 4218 2764 2713 2673 2541 2336 1813 1811 1591

Average Incom e (for kiosks established in Nov 04)

3709

Viability of the Kiosk

Kiosk - Services Offered Vs Income

Income

Income of Kiosks

No of Services

Viability of the Kiosk

Kiosk - Reach of Kiosks Vs Income

Income

Income of Kiosks

Reach

Viability of the Kiosk

Kiosk - Sustainable Income

Income

Income of Kiosks

Increase in Reach + Increase in no. of services

Proposed Services
Online court cases, cause lists, judgements Online Electoral Rolls Vehicle Registration, Driving License Payment of electricity bills, phone bills Ration cards and allotment to qotedar. Police thana computerization / networking connectivity Tourist Related information Daily rates of Fruits/ Vegetables/ Grains Online pensioners info. / Installation of IVRS SMS Parivar register Database (Rural & Urban) All employees Database University/ College info. (Seat Availability, Admission)

Proposed Services (Contd)

Health info. (All Hospitals/ Nursing Homes/ Laboratories) Recovery Certificates (R.C.s) Industries info (Durry exporters etc.) Registry of properties Banking Services Drinking Water facilities Database Development from MP/MLA funds Khasra and Jamabandi records SC/ST tracker

Will it Sustain?
Kiosk operators are partners & motivators Cost saving Taste of convenience , no roll back Public satisfaction

Most ignored group, feeling of regaining faith in administration

Strengths of Lokvani
Transparency and accountability to complainant. Complete transparency in all works / schemes / beneficiaries / selection / expenditure etc. Compulsion to come to District / Tehsil Head Quarter avoided. Effective monitoring of all complaints / grievances. 24X7 services. Monitoring of performance of district level officers is possible by senior officers at state headquarter.

Achievements
More than 70,000 complaints registered and 68000 disposed off in about 20 months. First successful e-Governance project in Uttar Pradesh First District in country to provide On line Land records on Internet in Hindi. Government of has come out with a G.O to implement Lokvani in all Districts of U.P

Uniqueness of Lokvani
First successful zero support based PPP model for kiosks in the country Profit and competition can overcome power shortage, illiteracy, poverty, adverse sociopolitical conditions, lack of professional work culture 70000 rural people using it in just one district

Going beyond just provision of services to make the govt. accountable and giving the citizen the right to answer

Awards
Dataquest e- gov Champion Award2006 Winner of Golden Icon Award at National e-governance Conference2006 Won special mention (second place) in Public Administration category at Stockholm Challenge Awards 2006.

Awards (contd)
Manthan Award for best e-Content in 2006 Microsoft Award in e-governance Conference-2006 Intelligent Enterprise Award from Indian Express

Constraints
Mindset of government functionaries Lack of satisfaction of meeting personally with the officer Enclosures cannot be attached with application Possibility of fake complaints Sustainability Quality vs. Quantity

How we did it?

Sept. 2004
Sept.-Oct. 2004 Oct.2004 Nov.2004

Studies of Similar initiatives in Dhar(M.P) and Jhalawar (Rajasthan).

Plugging the loopholes and designing a new system in consultation with all District level officers. Establishment of a registered society LOKVANI, SITAPUR at district level. Registration, training and agreement with already running computer centers/ cyber cafes in the district on a fixed fee (Rs. 1000)

How we did it
Jan.2005 Feb.2005 Feb.2005 Apr.2005 May.2005 Jun.2005 Jun.2005 Jun.2005 Nov.2005 March2006 brought on internet Land Records on Lokvani dashboard added Muster Rolls Status of Arm Licenses On Line Tenders IVRS Introduced

Contd.

Weekly monitoring of performance

Single window kendra (SWK) opened RTI use through Lokvani

Lessons Learnt
Better copy than reinvent the wheel Seeing is believing Team spirit (giving credit/appreciation/freedom) Best is the enemy of good Failure is the pillar of success Socializing helps No subsidies No need to be a technocrat PPP is must for sustainability Strategy (calculated moves) Use of media and politicians

Role Model

Our Vision

Road Ahead
Making kiosks a single window ATM for all citizen related government services of the state and central government.

What is e-Governance

??

There are innumerable definitions of e-Governance, but all are focussed on ..

Citizen & Good Governance

In our view e-Governance is ...
Utilizing the ICT Services as a highly effective enabling tool for Good Governance in the shortest time frame, and to empower citizens through knowledge and information.

Elements of e-Governance
Faith & Commitment Outside looking-in approach from perspective citizen, customers, partners & suppliers Citizen empowerment & constant feedback Re-design processes to create value proposition for customer & employees of

Be prepared for change

Culture of sharing & teamwork Support from outside legislators, media, citizen
A tool to deliver goods & services efficiently, interactively in the shortest possible time and lowest possible cost.

e-Governance
Procedural Issues
Change Mgmt Issues

Challenges
Simplification of Process & reforms in the way Government works Changing the mindset of people, their approach & attitude Hardware, Software, Networking, Platform, Integration Bringing speed, efficiency and transparency

Technological Issues

System Issues

Change is a challenge, but no challenge is insurmountable.

e-Governance:Components of Success

Change management

40 %

5 % Luck 20
% Technology

Business Process Reengineering

35 %

Challenges of e-Governance in U.P

Computerization seen more as a publicity tool, a fashion than for any real purpose. Hence no peoples support for it. Mindset of Government employees (fear of losing extra income). More efforts for G2G than G2C, leading to no perceptible benefits to common people. Infrastructure, power, and communication problems Education, illiteracy

Whether you like it or not, you have no choice but to implement e-Governance. The only choice you have is to choose your favorite dish from a big menu.

Police Court work R.C.s computerization Integrated land management system Monitoring of officers (MIS) Unique citizen id Election (GIS) RTI Blocks Items of e-Seva Birth to death approach

Some dishes.

Thank You

Garib Jaan ke humko na tum bhula dena, Tumhi ne dard diya hai tumhi dawa dena