POC for e-Governance
Enterprise Model & Quality Management
for e-Governance at District Level: Citizencentric Service Delivery System
• Leveraging Web Application, SOA and Enterprise
Architecture for Higher Efficiency and
for
Comprehensive Framework
by D.N.Gupta
Centre for Excellence in Governance, ISID
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Part I
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Critical Concerns
• 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
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Part II
Way Ahead
Need for
Comprehensive Framework and
Solutions
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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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E-Governance System Architecture
State Data Centre ( SDC)
Database
Server
Application
Server
Web
Server
Service Oriented Architecture (SOA)
Web Services
e-Service Provider (Tehsil)
SWAN
Internet
firewall
Online
ERP for
Citizen Relationship
Services at e- Government Office Management (CRM)
(Tehsil)
Kiosks
Knowledge
Management
(KM)
Application on GIS
Platform for Land
Management
Payment Gateway
Government Gateway
Internet firewall
Mobile
Phone
Landline Telephone
Personal Digital
Assistant (PDA)
Interactive Voice
Response System (IVRS)
Citizens
Personnel
Computer (PC)
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System Flow Chart for e-Governance at Tehsil in a District
Service Oriented Architecture (SOA)
Database
Server
Certificates
• Caste
• Income
• Domicile
• Any other
Certificate
Revenue
Court
• e-filing
• Work flow
management
• Status of dates
• MIS
Web
Server
Relief
Management
• Digitised Legacy Data
• Submission of application
• Work flow management (endto-end solution)
• Tracking of application
• Payment options
• Complete data security
(Digital Signature, Biometrics)
• Online service delivery
Online Services
at e-Kiosks
Application
Server
Recovery of
Govt. dues
• Disaster monitoring
• MIS
• Stock management
• Work flow management
• Relief distribution
• e-filing
• Work flow
management
• Status of dates
• MIS
ERP for Government
Office (Tehsil)
• Registration
• Mutation and
updation of records
on GIS platform
• Land Acquisition
Internal Processes
Management
RTI
Land Data
Management
D
A
T
A
B
A
S
E
S
• Information
about
various
services
• Records
• HR
• Finance and
accounts
• Aggregation of Data with Time
• Supporting Multiple Channels (IVRS, PDA,
Mobile, Landline, PC)
• Online submission of Application, tracking of
Application
• Classification of grievances
• Customer help
• Queries on GIS-based maps
• MIS for decision-making at higher levels
• Payment options
• Integrated services
to citizens
• Internal processes
• Integration of all the
databases
• Complete MIS for
effective monitoring
SOA and Web-services scope
• For future add-ons
• For horizontal integration
• For vertical integration
Citizen Relationship
Management (CRM)
Government Gateway
Search engines for Knowledge
Management for:
- Acts
- Rules and procedures
- Case laws
- Reports
- Documentation
- Past records
- Information dissemination
for
• GIS land map
• Registration
• Mutation
• Up gradation of Records
(Maps and Tables)
• Disaster Management and
Relief Distribution
• Land Acquisition
Knowledge Application on GIS Platform
(for Land Management)
Management
Payment Gateway
Internet firewall
Landline Telephone
Mobile Phone
Personal Digital Assistant (PDA)
Citizens
Interactive Voice
Response System
(IVRS)
Personnel
Computer (PC)
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A
P
P
L
I
C
A
T
I
O
N
S
Technologies / Standards
A. Enterprise Solution (for unified view of services and
functions)
• ERP Application for Tehsil covering all the processes and
integration of all the Databases; and also CRM and Knowledge
Management
B. Service Oriented Architecture (SOA) and Web-based
Solution
• for Future Horizontal and Vertical Integration
C. GIS: As regards the land management system, it is envisaged
to work on GIS Platform, and to develop IT Application for
updation of records on GIS maps
D. Multiple Communication Channels
• IT Application that will be developed will take into consideration
multiple communication channels (like IVRS, PDA, Mobile,
Internet, Landline phone) in order to provide convenience to
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citizens.
Key Deliverables
I. Application for Online service delivery at e-Kiosks (SOA
and Web-enabled Services) (through complete BPR, security of data and
change management). Also, it will include: online submission of Application, tracking
of Application, payment options and so on.
SOA and Web-enabled Services for future Horizontal and Vertical Integration
II. Enterprise Application: ERP for Tehsil covering all the processes (internal
functioning and external service delivery) and integration of all the Databases
III. IT Application for Citizen Relationship Management (CRM):
encompassing multiple delivery channels (like IVRS, PDA, Mobile, Internet, Landline
phone). Among others, it will include: online submission of Application, tracking of
Application, classification of grievances, information dissemination, queries on GISbased maps, customer help, MIS for decision-making at higher levels, payment
options and so on.
IV. Application on GIS Platform: A. For
Mutation, and updation of records
Management and Relief Distribution
Land Management (Registration,
(in Tables and Maps) ; and, B. Disaster
V. Technical Document for Sustainability, Replicability and
Scalability (covering BPR, Change Management and Capacity Building
Plan, including necessary guidelines / measures that are needed for bringing
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changes in the Acts / rules.
Key Parameters for Comparison: Partial Automation vs
Full Automation (with ERP and CRM)
in a Tehsil (in a Year)
S.N.
Indicators
In manual / semi-manual
system (in a Year)
In automatic system (with
ERP and CRM) (in a Year)
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Total no. of interactions by citizens
with the office (Average) in a Year *
1,50,000
40,000
2
Total Number of touch points for all
the Applications
1,75,000
50,000
3
Number of Registers / Files /
Documents to be referred (within
Section)
1,10,000
22,000 (Integrated
Database will handle)
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Inter-section checking of records /
databases
65,000
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Man days of office (consumed in
providing services)
8,880 (of Staff)
+ 580 (of officers)
1,500 (of Staff)
+ 200 (of officers)
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Man days (consumed in interacting
with the office for availing services)
18,750 (60 man years)
2,000 (7 man years)
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Cost to the citizens (aggregate)
25.30 lakhs
2.5 lakhs (Nominal)
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Cost to the Office (aggregate)
40.0 lakhs (Rs 182 per unit)
6.0 lakhs (Rs 28 per unit)
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Process (Throughput) Efficiency
11.56 %
95.00 %
Integrated Database will
handle
Note: Figures are Approximate
* Total Number of Services in a Year: 22,000. All Services [ROR, Certificates (Caste ,
Income, Domicile), Court matter, Registration, Mutation, Relief matter, RTI, Misc.
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How Pilot Project will add Value
I.
Unified Services of the Department
•
Project’s attempt is: Complete reengineering of Systems and Processes to give
unified view of ALL services in the Department for effective control and efficient
delivery of services at e-Kiosks in a District
II. Template for Replication
•
The Applications (for i. on line service delivery; ii. ERP; iv. CRM; and iv.
Knowledge Management) so developed will provide Template, and with some
customization, these can be replicated for other Departments at District Level
III. Proof of Concept (POC): for Horizontal and Vertical
Integration
•
By developing Proof of Concept (POC), Project will provide Comprehensive
Framework and Solutions for Horizontal and Vertical Integration of Services of
other Departments in the District
IV. Synergy
•
It will synergize with the on going efforts being made under e-Governance
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