E - Governance

An Introduction

E - governance
eGovernance is more about an opportunity for administrative reforms than merely about electronics and information technology and infrastructure.

E Governance
It is the use of a range of modern Information and Communication Technology such as Internet, LAN, Mobiles etc. by Governments to improve effectiveness, efficiency, service delivery and to promote democracy.

E- governance is about a process of reform in the way governments work, share information and deliver services to external and internal clients for the benefits of both government and the citizens and business that they serve.

 For what?
Reduce transaction costs and transaction time Improve reach and quality of public services Increase transparency of government functioning and empower citizens Reengineer processes to increase efficiency and productivity Ensure right people get the benefits

Objectives : Support, simplify, connect government, citizen and business Improve delivery of services and empower people through information Efficient transactions and latest information to business about global and domestic market All time availability of information and knowledge to policy makers for taking correct and speedy decision related to grass root developments

Objectives contd.. Over all enhancement of efficiency and effectiveness of government processes Adopting bottom up, low cost solutions for effective solutions

Government Employees Worldwide and their mindset

Do nothing and nothing would be done to you. avoiding mistakes by avoiding work but keep earning seniority to reach on tops Not taking unnecessary headache for problem solving
Status quo is always the safest and the best policy and avoiding innovations

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 longest 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

Great Indian Clerks and their mindset

This IT FyT & e-Governance can never succeed
e-Governance is going to be a threat to their existence

The Laws, Acts do not allow outsourcing the Government services & functions like bill collection, approvals
Rules do not permit re-engineering for IT deployment IT will only increases the work as paper records are to be maintained along with electronic record

 IT Department may enter into their depts domain

e-Governance is the responsibility of IT Department alone

IT means just buying PCs, Windows and MS Office, rest will be automatically done by the computer. Cant take responsibility of running the new system as they are non technical Even for data entry need an assistant

Expectations of Citizen from Re-engineered Government Services

Courtesy & respect A Single window Government - Integrated services Reliable and timely information and services Choice of service provider, time, place Equal treatment for all Quality service, may be at a reasonable cost

 Friendliness and ease of service

Provision for emergencies at extra cost Effective mechanism for addressing complaints

Special care for challenged, senior citizens & ladies

To be trusted by the Government

Major Issues in India

1. Basic Issues
1. Over Population 2. Lack of Education 3. Un-Employment

2. Derived Issues
1. Infrastructure 2. Easy access to Information & Knowledge 3. Access to Programmes and benefits by target group 4. Reach to the local and Global Market 5. Communication & connectivity 6. Appropriate Technology
Most of these issues could be solved through Empowerment of Citizens, specially the under privileged and women

A Simplified Approach E in E-Governance Stands for

E-fficiency

E- ffectiveness

E- conomisation

E-Governance

ICT Other Disciplines Strategy and IT Management

E-Business
Marketing Web Design Economics/ Finance Etc.

Interdependent building blocks for e Governance Institutional Infrastructure Legal Infrastructure Data/Information Infrastructure Human Infrastructure Technical Infrastructure

The Ladder of E-Business Initiatives

Value network Level

Revolutionary Initiatives
Long Term External Focus Top-Line

Real Time end to end Integration

Reinvent Integrate

CEO or Start Up team Leads Transformation Outcomes

Enterprise Level Tight Integration Line of Business Leads

Automate
Evolutionary Level Inform
Short Term Internal Focus Bottom Line

Process Level Some Integration

Revenue Outcomes

E-Business Team Leads Effectiveness Outcomes

Activity Level, No Integration Grassroot Efforts, Efficiency Outcomes

Facilitators of E-Governance
Internet, World Wide Web, Broadband other technologies Wireless, SMS, WIFI can play a useful role Smaller devices like PDA, Simputer can be integrated Reducing cost of microprocessors and memory

ERP, CRM, SCM, Business Intelligence, OLAP and Data Mining Tools also available for E-Governance
IT Act 2000

Digital Signatures and Public Key Infrastructure systems

Firewalls and other Security systems

Recommendations of National Knowledge Commission

Recommendations of NKC
1. Government process re-engineering before any computerization
Current e-governance initiatives are simply computerizing old processes. Essential to first redesign government processes with a citizen focus. Replace old mistrust and control regime with hassle-free enablement of citizens, businesses, producers and consumers.

Processes
2. Identify and Simplify 10 to 20 Important Processes and Services, starting with
Birth Certificate Death Certificate Proof of Residence Ration Card/ID Card

Each state should implement these processes in concert, and learn from each other.

Standards
3. Common Standards
Current State-level initiatives are fragmented. Many programmes are vendor-driven, hardware-centric and not scalable. Critical to develop and implement standards uniformly over all States and Central Ministries and functions.

Past Experiences
4. Best Practices and Lessons from the Past
Great deal of work has been done in Central Ministries & State Governments. These can feed into the design of nationwide best practices. Immense amount of existing govt. data also needs to be digitized & made public.

Infrastructure
5. National Infrastructure
Nationwide secure broadband infrastructure and associated hardware, software and hosting facilities with easy access at all levels. Principles: user pays, public-private investment, mutual accountability and efficiency. Led by Central Govt. for high level of security, uniformity and standards.

Web-based Services
6. Web-based Services
State governments use templates created by the central government. Private sector involvement in accessinfrastructure. Business models for user-fee collection to ensure sustainability and adaptability. Public institutions put public data on the web.

Open Source
7. Open Source
Both for software implementations and standards, wherever possible. Advantages
Cost-effective solutions Open software products/standards Greater scalability Minimisation of delays caused by repeat tendering

Chief Information Technology Officer

8. Specialist CITO
Every State and major Central govt. dept. must create an empowered Chief Information Technology Officer. CITO skills must be in domain subject and IT. Open recruitment and market salary Three-year contract, renewal based on performance.

Programmes
9. New National Programmes
New govt. programmes (Bharat Nirman, Rural Employment Guarantee Scheme,) must begin with well engineered e-gov implementation and web interface. Invest 1-2% of national programme budget on e-governance processes and infrastructure Impact: Speedy delivery, productivity, efficiency

Organisation
10. Focused Organisation
Central org. operating in mission mode with facilitation from the CIT Ministry. Full autonomy and accountability to implement the national e-governance plan in 3-5 years. CEO, Board of members comprising IT industry and govt. representatives, multiplicity of stakeholders and diverse domain expertise.

Functions
Functions of the Central Organisation
Administrative reforms related to process reengineering. Provide and maintain common national ICT infrastructure. Leadership and implementation framework with immediate focus on mission mode projects. Neutral consulting framework and standards for egovernance in consultation with CITOs.

(a) National eGovernance Focal Point

setting overall eGovernance priorities; leading the development and implementation of
framework policies, standards and guidelines;

promoting cross-cutting eGovernance

infrastructure and applications;

acting as a focus for learning about eGovernance; possibly providing consultancy/facilitative inputs
to individual eGovernance projects.

(b) National Academies of eGovernance Excellence

provide access to training and awareness-building
of relevance to e-governance projects

collaborate with other institutions to collate and

disseminate best practices in e-governance (policies, strategies, replicator projects, case studies, and stories);

collaborate with the National e-Governance Focal

Point to provide consultancy/facilitative inputs on individual e-Governance projects.

(c) National eGovernance Champions Fora

share knowledge about best practices in egovernance, provide mutual support and sustaining commitment, facilitate cross-cutting e-governance initiatives, advocate e-governance within the public sector and civil society, advise the National e-Governance Focal Point and the Academies.

(d) National Tripartite Fora on eGovernance issues

shape national e-governance priorities; disseminate to the national representatives of the private sector and donor community details of best practices for developing and implementing e-governance systems; learn and adapt generic lessons of ICT use in the private sector and donor community and disseminate those to the public sector.

Indian National e Government Plan focus on service delivery

Why India is focusing on service delivery ?

Existing delivery mechanisms are inefficient, ridden with corruption resulting in high costs for citizens and business Few bottom up large scale e-delivery projects have delivered significant benefits to citizens and business Project scale up/ replicate very slow

 India has a vibrant software industry and people expect that ICTs should be deployed by the public sector Political commitment to egovernment across parties-emphasised in the common minimum program endorsed by the cabinet (May 04) Presidential address to parliament E government will be promoted on a massive scale in areas of concern to the common man. (June 04)

Fundamental Difference in Focus

In developed countries is on building the middleware to enable direct access by citizens and connecting legacy systems to middleware In India is primarily on building the backends and in parallel creating suitable middleware and community access points.

A Case Study on eSeva

Centers were established by AP Government in partnership with private sector to deliver on-line services, such as payments, issue of certificates, application for documents from different agencies of state, local, central government and private sector under one roof. Started with a pilot in 2000. Scaled to 8 centers and then 45 centers in Hyderabad by 2002, offering 136 services from14 state, 3 central and 9 private sector organizations.

 Replicated in 16 municipalities in the state with 230eSevacenters and in 1000 rural kiosks Long term plans for extensive rural coverage offering 1,600 services and 10 million transactions per month

Public Private Partnership in e governance

Why PPPs in e Government?

longer-term contracts between public contracting authority and private provider for delivery of specified outputs (typically combining investment and service provision) Electronic processing enables easy hand shake amongst partners Different models: outsourcing discreet tasks, BOO,BOOT Risk transfer to private sector Commercial know-how and managerial skills

 Best-practice technologies and innovation Incentive for replication in other contexts Enhances government accountability and performance Entrepreneurship and local enterprise promotion Reduced need for public sector borrowing

Issues in Public Private Partnership

Issues in Public Private Partnership

Choice of model for shared investments and operating expenses and time frame for contract. Defining a formula for shared revenues for a fair contract. Estimating volume growth is tricky. Many sources of revenue Charge to the client (utility,service provider) Charge citizens

Issues in Public Private Partnership

Generate from advertisements-building, transaction slips Legal and policy framework that encourages PPP Authentication/security of Private Partner transactions Design of Service Level Contract (obligations on all partners) and ability to enforce PPP model can create another type of monopoly.

National egovernance Plan

Its Components and Projects

National e-governance plan

National e-governance action plan approved for implementation 2003-07 10 components and 25 mission mode projects Ambitious outlays of over Rs. 12000 crore involving public and private investments

Components
Core policies Human resources development and training Core project Core infrastructure Technical assistance Integrated services projects Awareness and assessment Organisational structure Support infrastructure R&D

Mission Mode Projects

Central Agencies Income Tax, Passport,Visa, Immigration, Department of company affairs, Insurance, Central excise, pensions State Level Agencies Land Records, Road Transport, Property Registration, Agriculture, Treasuries, Commercial Taxes, Police, Employment Exchange Local Governments Municipalities and Gram Panchayats Integrated Projects EDI (E-Comm.), E-Biz, E-Procurement, India Portal, National citizen ID

Central Mission Mode Projects

Income Tax Passport visa and immigration project DCA 21 Insurance National citizen database Central excise Pensions Banking

State Mission Mode Projects

Land records Road transport Property Registration Agriculture Treasuries Municipalities Gram panchayats Commercial tax Police Employment exchange

Integrated Projects
EDI (E-Commerce) E-Biz E-Procurement India Portal National citizen ID Common Service Centre EG Gateway E-Courts

Approach to National eGovernance plan

Approach N eG Plan
Focus on public service delivery and outcomes Radically change the way government delivers service Process Reengineering and change management are critical Integrated Service delivery through common service centres

Approach contd..
Centralised initiative and decentralized implementation Effective PublicPrivate partnership is crucial Establish core infrastructure, policies and standards Standardize, Localize and Replicate System of incentivisation of state Think big, start small and scale fast

Mission Mode Implementation

Implementation
What are the services goals to be achieved? Specific Service level targets 1. Average time taken now and proposed 2. Accessibility & Reliability now and proposed 3. Timeframe, timelines and milestones

Implementation arrangement
Understanding of the stakeholders
Their expectations and how to manage them

Service delivery mechanisms Study of workflow and BPR Existing capacity in the department to undertake the initiative Systematic evaluations and monitoring Costs and mode of funding Capital recurring and manpower Grant, loan and PPP

Institutional arrangements
Project Governance Structures
Central level Apex Committee under Cabinet Secretary created State structure Should be headed by CM/CS & have substantial authority

Project Management Structure

Core Team and Mission Leaders to be in place

Current Status : Islands Of Successes

Centre: Railways, DGFT, Customs and Income Tax State: Land Records, Registration, Transport, Treasuries, etc. Numerous initiatives at District and Local Govt level Much Remains to be done to speed up introduction of ICT in the Country

Current Status : Limitations Islands of success across the country Initiatives have long gestation, re-invent the will Mostly judged by the physical parameters
Hardware, Civil works, digitization, expenditure

Successful local initiatives not followed through

No support mechanism High failure rate Individual driven Not institutionalized Service objectives, Service levels, GPR not targeted explicitly Most initiatives not projectised

Major Limitations Need to be overcome

Lack of Awareness of the Benefits of e-Governance Attitudes resistance to change Lack of Program Management Skills Lack of Resources

Issues that need to be Addressed

Need for clear service goals and levels for projectisation Service goals not achievable without substantial process re-engineering, change and project management Political and administrative buy-in needed at the highest level Need to use private sector capabilities and PPP models Need for Capacity Building

Issues contd..
Need for e-Governance to keep pace with law and law to keep pace with technology Need for change management Need to replicate successful projects Need to use off-the-shelf solutions wherever feasible Need to utilise existing infrastructure and create Government call Centres Need to address local language issues Need to create institutional capacities Need for interoperable framework and standards

E-governance In India: Key Mantras For Success

Islands of successful e-Governance Projects in many States Political and Administrative buy-in at the highest level
Effective use of the forum of Inter-State Council

Systematic Assessment and Evaluation of eGovernance Projects

 Standardise, Localize and Replicate Set up National Centre for Good governance [NCGG] Repository of best e-Governance & Good-Gov. practices Action Research Capacity Building Dissemination of Information Set up State Centres for Good Governance [SCGGs]

Overview of e governance
Our view of e-Governance e-Governance is not about e but about governance ! e-Governance is not about computers but about citizens ! e-Governance is not about translating processes but about transforming processes!

Successful e-Governance projects in states

BHOOMI of Karnataka : The first e-governance project of on Land Records Computerization System WARANA of Maharashtra : Wired Village concept at Warana cooperative complex in Kolhapur and Sangli districts in Maharashtra. RASI (Rural Access to Services Through Internet) of Tamil Nadu : Rural IT infrastructure in Tamil Nadu E-SEVA of Andhra Pradesh [Provides services relating to payment of Utility Bills , Certificates, Permits / licenses, reservation etc.] CARD of A.P. : System of registration through electronic delivery of all the registration services. And many more in different States