Concept Note
R&D
for
e-Governance for
Comprehensive Set
of Solutions
ISID, Vasant Kunj, New Delhi
(Based on Research in India)
1
e-Governance: Critical Areas of Concerns
1.1 Services Delivery


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Inadequate Number of services at e-Kiosks: The services provided (through e-Governance projects) at Tehsil
are only a few (like RORs, or Caste or Income certificates; in some cases Registration of sale deeds). Only,
some e-Governance projects like e-SEVA and e-Lokmitra that provide services for collection of user charges
(electricity, water, etc.) are successful, as these involve very small processes. But, the services (a large number
of them) that have large processes or require decision-making at various levels are not delivered efficiently.
No online services at e-Kiosks: Due to lack of BPR and Change Management, online services are not made
available to citizens, resulting into lack of motivation to use e-Kiosks. The services are mainly at the pilot stage,
and not rolled out.
Poor Performance Level: The reduction in time and cost of availing (in terms of travelling) have not reduced in
many cases, though there is some improvement in the case of e-kiosks at Town
Lack of usage of e-Kiosks: As the number of services provided are very small and there is very little
improvement in performance level, and so users are not very much inclined to use e-kiosks
Citizens

Lack of empowerment
1.2 Service provider




Lack of Backend computerisation: Even if some services are provided, processes are not fully automated, or
there is a lack of Backend computerisation (or no Backend computerisation in most of the cases)
Absence of Integration: There is a lack of addressal of several vital issues of Integration of Databases, Citizen
Management (including grievance management), and MIS, which reduce the efficiency of service provider
Lack of change management and organisational development
Local Institutions
Lack of decision support system (DSS) for local resource planning and management of programmes
2
Very Less e-services availed by citizens through eKiosks
Very Less number of citizens utilise e-Governance
services through e-Kiosks
3
Key Issues
• Lack of integrated view of services.
• Automation of a few Services of a Department; and Partial
Automation of Services do not improve the Efficiency much
• There is no online service delivery at e-Kiosks
• Services are not provided in the form of a package
• Several Applications can not speak to one another: So far,
the applications are developed in different platforms, which
are not compatible to one another.
…… resulting into very less number of e-services
availed by citizens through e-Kiosks
Source: based on Study in Rajasthan and AP in India
4
Critical Concerns
Lack of…
• BPR
• Backend computerisation
• System Integration
• Application development for online service
• Citizen management
5
Way Ahead
6
Strategy Formulation
Encouraging Citizens through Citizen-centric Approach
Access
(easy and
affordable)
Motivation to
citizens
(value added
services, large
number of services)
Confidence to
citizens to use eKiosks (awareness,
skills, and trust &
security)
7
Key to Success for e-Governance
Five Key Considerations
 I. Package of Services to Citizens at e-Kiosks
 Application for online service delivery
 II. Integrated View of Services for Efficiency gain
 ERP for integrating the Databases
 III. Horizontal and Vertical Integration in Future
 SOA and Web-services
 IV. Citizen Management

Application for CRM
 V. Support for Multiple Channels of Communication
 Like IVRS, PDA, Mobile, Internet, Landline phone
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Strategy for improving Viability of e-Kiosks (CSCs)
S. N.
Pre-requisites
Requirements
Present Status*
Vital Inputs needed
1.
Access
• Kiosks near to villages
• e-Kiosks are being set up
• Setting up kiosks
• Hardware
• Connectivity
2.
Motivation
• Package of services
• On-line services for higher
efficiency
• Only a few services
partially available (2-3
nos.)
• On-line services not
available
• Poor performance level
I. e-Governance (IT application for on-line
service delivery, and for ERP, KM, CRM):
• On-line Application for e-services
• CRM (including call centre)
• Knowledge Management
• Integrated Services
• System Integration (SI)
• Data security
II. Developing decision support system (DSS)
for Planning and Management using GIS
• Thematic maps on GIS environment
• Web-based GIS
• IT application for Experts System
• DSS for programme management and
monitoring
(due to above citizens do
not like to go to e-Kiosks.
It is impacting on viability
of e-Kiosks).
3.
Confidence
• Empowerment (through
knowledge dissemination)
• Relationship citizen
management
• Citizens not aware and not
keen to use e-Kiosks
• Lack of data security
• Citizens do not have much
confidence in using eKiosks
III. IT Application for Project Management for
Rural and Social Development
Programmes
• IT application for planning and management of
development programmes
• MIS
• CRM (including call centre)
* Viability of e-kiosks is in question due to these factors
CSCs: Common Service Centres
(one lakh CSCs are being set up by Govt. Of India across the country),
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equivalent to e-Kiosks
Citizen-centric Framework for e-Governance
Principles of citizen-centric e-Governacne Design
Enablers
Large efficiency
gains
Citizen-centric
communication management
Continuous
improvement
Citizen care and
management
Phone
(and mobile devices)
Mail
• Skills and expertise
• Participatory management
Feedback from
Citizen
IPTV
Citizen Requirement
Study
e-Kiosk
Communication
management strategy
Internet
Delivery mechanism
Performance monitoring
Service Portfolio
Building a
credible brand
Grievance redressal /
complaint resolution
Web-centric
delivery
Citizen-centric service
management
Vision for Quality Service
Key service delivery processes
Customer
focus
OUTCOMES
• Empowerment of
citizens
• Quality services
Governance Approach
• Empowerment of functionaries
• Transparency and accountability
Service-oriented IT architecture
ERP
Citizen relationship management (CRM)
Knowledge Management (KM)
Workflow Automation
Source: Own analysis
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Overall Strategy for e-Governance
I. For Service Delivery to Citizens
-Providing package of services (to motivate Citizens to go to e-Kiosks)
-On-line service delivery (after BPR) at e-Kiosk
-Empowerment of Citizens
-Decision support system (DSS) for Panchayats / local bodies for resource
planning and management that will address local problems.
-Management of social and rural development programmes that are frequently
needed by local people
II. For Improving Capacity of e-Governance Service provider
-Improving the e-Governance System Architecture by leveraging the service
Oriented Architecture (SOA) and Enterprise Architecture
-Improving IT capability of service provider: Developing IT application for on
line service delivery (of certificates) at e-Kiosks; and for System Integration
(ERP), Knowledge Management (KM), and Citizen Relationship Management
(CRM) for effective service management.
-Improving decision support system (DSS)
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R&D Projects for evolving Citizen-centric e-Governance Approach
S. N.
R&D Projects
IT features
Services that can be added to e-governance
Portal*
Remarks
1.
e-Governance (IT
application for on-line
service delivery, and
for ERP, KM, CRM)
• On-line Application for eservices
• CRM (including call
centre)
• Knowledge Management
• Integrated Services
- System Integration (SI)
• Data security
• Land-based services
- Land certificate (Jamabandi),
- Sale deed, Mutation, Relief for disaster
- Crop Insurance
- Agriculture credit
• Personal Certificates
- Caste
- Income
- Domicile
- Ration card
- Death & Birth
• These cover basic**
services in rural areas
2.
Developing decision
support system
(DSS) for Planning
and Management
using GIS
• Village-wise thematic
maps on GIS
environment (including
infrastructural locations)
• Village-wise MIS for
developing programmes
• Web-based GIS
• Satellite imageries for
land use
• IT application for Experts
System
• DSS for programme
management and
monitoring
• first, database and thematic maps in webbased GIS environment (on e-governance
Portal) for citizens:
- Natural Resource Management
- Agriculture
- Health
- Development programmes
and so on
• second, developing Experts System as an aid
for decision support system (DSS) for Land
use planning (LUP); Crop management;
Watershed development; Ground water
prospects;
• third, decision support system (DSS) for
Ground Water Modelling on aid for natural
resource management (NRM); and
• fourth, decision support system (DSS) for local
bodies (Panchayats) for monitoring and
management of programmes
• Spatial and non-spatial
information on e-portal
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Contd…
S. N.
R&D Projects
3.
IT Application for
Project Management
for Rural and Social
Development
Programmes
IT features
• IT application for
planning and
management of
development
programmes
• MIS
Services that can be added to e-governance
Portal*
For programmes like:
• National Rural Employment Guarantee
Scheme (NREGS) (wage employment)
• Swarnjayanti Gram Swarozgar Yojana (SGSY)
(self-employment)
• Pradhan Mantri Gram Sadak Yojana (PMGSY)
(roads)
• Personal Insurance
• Old Age Pension (OAP)
• Below Poverty Line (BPL) List
Remarks
• These cover basic **
programmes which
impact the rural
population the
maximum
*These service and programmes have been identified based on citizen
requirement study (CRS) conducted by the Institute.
** Services cover 75% of the services sought by Citizens in rural areas
in India (based on CRS)
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Pilot R&D needed for…
I. Service delivery to Citizens
• BPR
• Application development for online service delivery [with IT security
(RFID, IRIS, Smart Card)]
• Software, Database and content development for citizen relationship
management (CRM) and system integration* (equivalent to ERP)
• Developing Knowledge Management (KM)** System
• Implementation at e-kiosks
* i. Land-based services for: Land certificate (Jamabandi / ROR), Sale
deed, Mutation, and Relief for disaster (land-based);
ii. Personal certificates for Caste, Income, Domicile, Ration card and
Death & Birth
** For internal knowledge & records (about various Acts, rules &
procedures; reports, court work, MIS and so on).
II. Resources Planning : GIS-based village resource centre and
Decision Support System (DSS) for planning of resources
III. Management of programmes: IT application for Project Planning
and Management for Rural Development Programmes
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Phases for e-Governance System in a District
Phase I
Interface
Phase II
Phase III
Transaction
Vertical
integration
Horizontal
integration
State Departments
• Interface
• Submission of
application form
• MIS
• Basic information
At Tehsil
• Caste
• Income
• Land record
etc.
State
revenue
department
-
Agriculture
Educaiton
Health
RD & PR
and so on
District Departments
-
District
Phase V
Phase IV
Agriculture
Educaiton
Health
RD & PR
and so on
Networking
Banks
Educational
Institutions
State
departments
Other
development
agencies
Tehsil
Block
Kiosk
Kiosk
-
Agriculture
Educaiton
Health
RD & PR
and so on
Building on the
successes
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Designing Components for e-Governance for one
Service Department in a District
Understanding
Citizen
Citizen Requirement
Study (CRS)
Defining standards
Aligning processes
to meet desired
standards
QMS
Efficient processes
and aligning them with
people and IT
Time
Cost
Quality
of Parameters
Convenience
Effective
Service Delivery
Process Study
and
Reengineering
Designing
QMS
HRM
- Change management & training
- Citizen-centric work culture
- Learning organisation
(knowledge management)
Efficient service
delivery
CRM
Transparency
IT System
• Hardware
• Software
• Connectivity
Accountability
Applying
• PPT Model
• TQM Approach
QMS: Quality Management System
PPT: People Process and Technology
TQM: Total Quality Management
HRM: Human Resource Management
CRM: Citizen Relationship Management
MIS: Management Information System
Requirement Study
• Service processes
• Quality of services, efficiency,
transparency, accountability
• Citizen requirements
• Empowerment of citizens
• System requirement
- IT
- Capacity Building
- Change Management
Sub-systems (of
service delivery)
management
• Infrastructure
• Personnel
• Equipments
• Logistics
• System integration
• MIS
Transparency and
Accountability
16
I.
R&D Initiatives for e-Governance: A Snapshot
II.
Application for
on-line services
CRM
BPR
Services to be covered at
Kiosks (in the beginning)
• Land-based services
- Land certificate (Jamabandi),
- Sale deed, Mutation, Relief for
disaster
- Crop Insurance
• Personal Certificate
- Caste
- Income
- Domicile
- Ration card
- Death & Birth
IV.
Knowledge
Management
Integrated Services
- System Integration (SI)
Information about programmes /
technology / price / cost, etc.
- Natural Resource Management
- Agriculture
- Health
- Development programmes
and so on
GIS
Service
Department
NRM modeling
(Groundwater
and watershed)
Decision support
system (DSS)
Intern
et
Empowerment
Knowledge
Dissemination
DSS for Panchayats / Local bodies
Services to
Citizens
III.
IT application for Project
Planning and Management
for Rural Development
Programmes
• NREGS (wage employment)
• SGSY (self-employment)
• PMGSY (roads)
• Personal Insurance
• OAP
• BPL List
( e-kiosks at villages )
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Future Prospects…..
Users (for IT Applications) will be from the following Departments /
Agencies:
i. Common Service Centres (CSCs) under
e-Governance (NeGP)
: No. 1,00,000
ii. Government Department / Panchayat / Local bodies
(under NeGP)
a. Deptts. at Central Govt. level
b. Deptts. at State Govt. level
c. Deptts. at District level : 600 District x15
d. Deptts. at Block: 6,000x10
e. Gram Panchayat (village): 2,25,000x7
: 50
: 50
: 9,000
: 60,000
:15,75,000
…in a way future possibilities of Replication are immense
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Architecture of e-Governance System
Application
Areas
Service
Delivery
Planning of
Resources
Graphical
User Interface
Management of
Programmes
Application
Layer
Database
Server
Database
Web
Server
Application
Server
Service Oriented Architecture
(SOA)
W eb-Services
IT
Applications
User
interface
On-line
services delivery
at e-Kiosk
Landline
Phone
ERP
for Government
Offices
Citizen
Relationship
Management (CRM)
Mobile
Phone
PDA
IVRS
Internet
User
Knowledge
Management
(KM)
Mobile
GIS
Expert system as
DSS for planning
of resources
Internet
Internet
User
User
Internet
PDA: Personal Digital Assistant
IVRS: Interactive Voice Response System
DSS: Decision Support System
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Thank you
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