mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director,...
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Transcript of mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director,...
www.rmc.gov.inwww.rmc.gov.in
www.rmc.gov.inwww.rmc.gov.in
Introduction
www.rmc.gov.inwww.rmc.gov.in
Our City
Local Self Government
Heart of Saurashtra region
Location : 22.17N & 70.48E
Area : 104.86 Sq. Kms
Population :10,02,000 (as per census 2001)
Slum Population : 2,02,371
Climate : Max.43.5O C (Avg.)
Climate : Min. 24.2O C
Rain fall : Avg. 500 mm
Last year : 1325 mm
Zonal Offices : 03
City wards : 23
City Civic Center : 06
www.rmc.gov.inwww.rmc.gov.in
City at a Glance
About Rajkot
About RMC
Rajkot is Best known forRajkot is one of the fastest developing citieslocated at in the center of Saurashtra regionof Gujarat State situated on western part ofIndia. The city has geographical area of104.86 sq.kms and has a population of onemillion plus (Census, 2001)
Rajkot Municipal Corporation (RMC) is a localgovernment committed to provide basicinfrastructure facilities including entertainmentfacilities to the people of the city. RMC is verywell known for the managing the city by usingprivate sector participation as well asintroduction of innovative mechanism inmanagement to serve people efficiently. Cityhas prepared different plans for improvingservices and to nullify gap between servicesand demands.
Father of Nation Casting and Forging
Diesel EngineGold and Silver Jwellery
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1. To Reach to the masses through
use of simplest technology
2. To Provide point to point
delivery of government service
in a personalized manner
3. To improve government-citizen
interface at all levels.
4. To improve operational
efficiency.
5. To provide cost-effective
services.
Using mobile technology due to
Easy availability of Cell with all
Objective of mGovernance
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Brief
Introduction of
Project
e-Governance
www.rmc.gov.inwww.rmc.gov.in
Brief Details: e-Governance
Property
Tax
Water
Charges
Birth and
Death
Certificates
Town
Planning
Legal
Management
System
Marriage
Registration
Right to
Information
Food and
Industrial
License
Drainage
System
Theatre and
Vehicle Tax
Profession
TaxMisc
Collection
Financial
Accounting
Personal
Information System
e-Governance
Services
Estimation
and costing
Effective
Integration of
all services
Centralized
Server
Architecture
All Services
Truly Online
Effective Back
office
Administration
Grievance
Management
System
www.rmc.gov.inwww.rmc.gov.in
Innovative Initiatives
Innovative Initiatives (online services)
Website
Citizen Forum on Web (Both in Gujarati and
English)
Tie up with Post Office
for better service
Property Tax Collection
Water Charges Collection
Awas Yojna EMI CollectionTracking of Account Bills
Birth and Death Certificates (1999
onwards)
Property Tax Demand Bill/Receipt (2005
onwards)
RTI Status
Namavali (Names of new born baby)
Profession Tax Bill/ReceiptOn the spot building plan
permission
24x7 Call Center
Online Payment of Property Tax/Water Charges through
Credit Card/Debit Card
Birth and Death Registration Data 1972 onwards
Transaction Kiosk for Dues Collection
Multi Utility
Services
Profession Tax CollectionComplain Tracking and
Registration
www.rmc.gov.inwww.rmc.gov.in
All infrastructure of Post office
Implemented in 20
computerised post offices out
of 23 post offices
Citizen can avail RMC’s
service within periphery of 3
KMs
No need to start new City
Civic Centers
Huge saving in overhead
Best Practices – Collection through Post Office
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m-Governance
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Brief Details : m-Governance
M - GOVERNANCE
Vaccination
Professional Tax Transaction
Bill Payment to Venders/Contractors
Property Tax Transaction
Birth & Death Registration
Awas Yojna Installment Transaction
Daily Income Expenditure SMS to Higher Officers
Property Tax Outstanding Dues
Water Charges Outstanding Dues
Property Name Change
Property Tax Assessment Request
Registration of Mobile No for Property Tax
Details of SMS Services
24 x 7 Call Center
Daily Grievance Statistics to Higher Officers
Cheque Return Alert
Group SMS for RMC Officers
Property Tax Outstanding
Dues
Service Numbers
Property Tax 33,809
Water Charges 1,738
Birth 22,209
Death 8,779
Awas Yojna 3,733
Profession Tax 1,713
RTI 2,284
FAS (Vendor) 614
Total 74,879
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How to Access ?
Process to Access m-Governance Services
Consulting & Integration
- Analysis
- Change Mgmt.
- Specialist Skills
Processes
(ITIL / Lean / CoBIT)
Knowledge Base Tools
(Automation & Reporting)
Management Service
m-Governance
Alert Service
1. Light <Pole No>2. Property Tax Due Bill <17
Digit Property No>3. Water Charges Due Water
<13 Digit Water Connection No>
4. Name Change Name <17 Digit Property No>
5. Assessment Request Assess <Name and Address of Property>
6. Complain Status Status<complain no>
1. Property Tax Register on www.rmc.gov.in
2. Professional Tax Register at the time of registration
3. Awas Yojna EMI collection at the time of creation of master record
4. Birth Registration at the time of registration of birth
5. Death Registration at the time of death registration
6. Vendor/Contractor payment at the time of preparation of bills
1. Daily Income Expenditure SMS to higher officials every day @8.00 PM
2. Daily Complain statics SMS to higher officials every day @9.00 PM
3. Call Center Service1. Complain registered send to
officer by SMS2. Officer has to change status
by SMS only3. PND to know pending
complain4. PND <mobile no> to get
pending complain of other officer
5. ID <Complain No> to details of complain
6. EDP <Complain No> to know complain is sent to which officer
Send SMS to
9624096241
Interactive Service
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• BCG
Within 7 days of Birth
• OPV-0
Within 14 days of birth
• DPT-1 & OPV-1
At age of 1.5
• DPT-2 & OPV-2
At age of 2.5 Month
• DPT-2 & OPV-3
At age of 3.5 Month
• Measles & Vitamin-A (Dose 1)
At age of 9 months
• DPT Booster & OPV Booster
At age of 18 Months
• DT-5
At age of 5 Years
• TT-10
At age of 10 Years
• TT-16
At age of 16 Years
• Vitamin-A (Dose 2 to 9)
At 9 Months to 5 Year (Each 6 Months)
Introduced in Nirogi Bal Varsha (HealthyChild Year)Vaccination alert to all registered BirthBased on National Immunization schemeFrom the age of 7 days to 16 years84000 alerts sent
Vaccination
Best Practices - Vaccination
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Appreciation of Pediatrician on RMC’s Vaccination Alert
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Best Practices - 24 x 7 Call Center
Our Approach
Complains registered through
Phone, SMS, Website
Street Light Pole Complaint registration through
SMS
Officers can update complaint only through SMS
As soon as status of complaint changed
complainant is informed by SMS
75 municipal services are covered under Call Center
Citizen can know status of complaint by SMS
Officers can know no of pending complaint by
sending PND to Call Center
Benefits to Citizens
Single point Communication
Citizen can know status of complaint by SMS
As soon as complaint status changes system
will automatically inform complainant by SMS
Hassle free complaint registration
24 x 7 service
Monitoring
All complaints are registered electronically
Totally out-sourced
Reduced expenditure on running different control
rooms
Easy to trace complaint
Direct communication reduces the response time
The Officers responsible for the specific work
All information on local intranet and is just single
click away
Benefits to Rajkot Municipal Corporation
Comparison Chart
Complain
RegistrationProcessing Redressal
01-04-2009 to 31-03-2010
01-04-2010 to 31-03-2011
88890 Complain Registered
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Service Message
Property Tax <RMC-eGov> Received Rs. 3004 Discount Rs. 263 for Property No 09 /01710/000/000 vide rec.no001/000/2010/0114615 Pending Amount is 0
Awas Yojna <RMC-eGov> Received Rs.430.00 for Awas No 002/000/0897 Vide Rec No 2010/27563 for 01-08-2010 To 31-08-2010
Vaccination <RMC-eGov> Reminder for vaccination-It is time to give <<TT-10>> Vaccination to your Child. Born on 26/06/2000
<RMC-eGov> Reminder for vaccination-It is time to give <<OPV-0>> Vaccination to your Child. Born on 21/07/2010
Property Tax DuesReminder
<RMC-eGov><<Pay online at www.rmc.gov.in>>Property dues for 23 /17283/000/0sa Rs.2405 Pay By 30/06 to Avail Benefit Rs.90 Payable Rs.2315 As on 20-06-2011
Birth Registration <RMC-eGov> Your child Birth Reg.id-2010/0016248/0000 RMC Congratulate you & your family. We suggest you to plant a tree let tree grow with your child.
Death Registration <RMC-eGov> Death Registration of Your relative is completed vide Death Reg.id-2010/0006669/0000 You can Collect Death Certificate
Profession Tax <RMC-eGov> Received Rs.2306.00 for RC No PRC0401584 Vide Rec No 2010/05376 for 01-06-2010 To 30-06-2010>>RMC-eGovernance
Account Bill Payment <RMC-eGOV> Payment of -Jnnurm Mission Expenditure [43of Rs.14800.00 is done By ECS Dt 27-07-2010 Will be credited in yr acc in 3 days
Income Expenditure <RMC-eGov> Income for 27-07-2010->Rs.95.57 Lacs and Exp->Rs.118.95 Lacs Income Till Dt->Rs.16330.86 Lacs
Call Center Summary <RMC-eGov>Call Center Summary for 30-07-2010 Pend Comp 295 Solved 196 Total Pend 1116 Total Solved 27234...Total Comp 30873
Receipt Cancellation Your receipt no 000/000/2009/0150447 is cancelled due to INSUFFICIENT AMOUNT now your pending amount is 3199
Property Tax Dues Outstanding dues for 14 /000050176 is : Rs. 9025.00Discount: Rs. 3385
Water Charges Dues Outstanding dues for 13 /11939/000/000 is : Rs. 86610 Discount: Rs. 1686 Net Payable Rs.84924
Prop Tax Registration Your Property No 22 /06020/000/x00 is linked with your mobile no 9624701175
Property Name Owner Name for 06 /00930/000/000 is : RASHMIBEN RAMESHBHAI VASANT
Actual Messages
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Best Practices
Impact Analysis
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Statistical Data
75
5346
4237
29
7
2832 35 38
29
18 18 21 21 21 24
0 0 1 2 4
18
0 0 0 0 0 10
10
20
30
40
50
60
70
80
2006-07 2007-08 2008-09 2009-10 2010-11 2011-12
Effectiveness of Citizen Service
Location
Main Office Zonal Office Civic Center Post Office Web + Kiosk
213333
265218304966
412763 420231
153496
0
50000
100000
150000
200000
250000
300000
350000
400000
450000
2006-07 2007-08 2008-09 2009-10 2010-11 2011-12
Visitors
No of Users (e-Governance)
46269
130176
117434
0
20000
40000
60000
80000
100000
120000
140000
2009-10 2010-11 2011-12
m-Governance Transaction
15443
102152
210801
106252
0
50000
100000
150000
200000
250000
2008-09 2009-10 2010-11 2011-12
Call Center Transaction
www.rmc.gov.inwww.rmc.gov.in
Effectiveness of Citizen Service Location (in %)
YearMain
Office
Zonal
Office
Civic
CenterPost Office Web+Kiosk
2006-07 75 7 18 0 0
2007-08 54 28 18 0 0
2008-09 46 32 21 1 0
2009-10 41 36 21 2 0
2010-11 37 38 21 4 0
2011-12 29 29 24 18 1
Call Center
YearRegistered
ComplainsSMS
2008-09 10,243 15,443
2009-10 64,323 1,02,152
2010-11 88,890 2,10,801
2011-12 18,144 1,06,252
No of Users (e-Governance)
Year Total Visitors
2006-07 2,13,333
2007-08 2,65,218
2008-09 3,04,966
2009-10 4,12,763
2010-11 4,20,231
2011-12 1,53,496
m-Gov. Transaction
Year Value
2009-10 35,767
2010-11 1,30,176
2011-12 1,17,434
Statistical Data
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Impact on
Citizen
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Impacts of m-Governance on Citizen
Information is just SMS away
Equal quality of service regardless
of social or economic status
Cheapest transaction cost (as low as
1 paise)
TRIQEE Administration
Access time for service is reduced
Interaction becomes more result
oriented
Elimination of middlemen for service
9
7
54
3 3
0
2
4
6
8
10
2006-07 2007-08 2008-09 2009-10 2010-11 2011-12
Distance to Avail RMC Service (in KMs)Distance to Avail RMC Service (in KMs)
Year KMs Delivery Center
2006-07 9 1 HO + 2 ZO
2007-08 7 1 HO + 2 ZO + 2 CCC
2008-09 5 1 HO + 2 ZO + 3 CCC
2009-10 4 1 HO + 2 ZO + 3 CCC + 4 PO
2010-11 3 1 HO + 2 ZO + 3 CCC + 15 PO
2011-12 31 HO + 2 ZO + 3 CCC + 20 PO + Kiosk + Web
Service Impact
Alert
Transparency/Credibility
Search of record become faster, citizen
visit office after receiving alert
Vaccination Drop out ratio decreasedVPD is almost nil
Interactive
Elimination of queues, information
seeker do not need RMC’s visit
Details of RMC m-Governance Services
by just one SMS
Human intervention removed
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Impact on
RMC
G
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Impacts of m-Governance on RMC
Increase in revenueEffective Integration of Back office and Citizen Centric CervicesGrievance management become more efficientReduction in operating costReduction in direct interaction with citizen resulting into lesser grievances and Increase in transparencyCitizen become more loyal to RMCHuman Errors avoided due to Fully automated process National Immunization programme is now more effectiveDirect communication reduces the response time of the Officers responsible for the specific workOfficers become more productive due to lesser public interactionReduction in paper usage
Collection of Taxes
Municipal Dues Collection
Year Amount in Lac
2005-06 14575
2006-07 16966
2007-08 18745
2008-09 16606
2009-10 28281
2010-11 32145
2011-12 6195
0
5000
10000
15000
20000
25000
30000
35000
2005-06 2006-07 2007-08 2008-09 2009-10 2010-11 2011-12
1457516966
1874516606
28281
32145
6195
Municipal Dues Collection Rs. In Lac
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Sr Department Services for Beneficiaries
1 Property Tax Transaction alert through SMS 24,464
Receipt Cancellation Alert 1,994
Cheque Return Alert 50
Name Transfer Alert 468
2 Professional Tax Transaction alert through SMS 8,904
3 Birth Registration Birth registration details through SMS 22,102
Vaccination alert through SMS 84,960
4 Death Registration Death Registration details through SMS 8,716
5 Awas Yojna
Installment
Installment transaction alert through SMS 22,715
7 FAS Account Payment SMS to Vendors and
Contractors
4,359
Total 1,78,732
Mode of Service – Payment Reminder
Some Facts and Figures : m-Governance
Sr Department Services for Beneficiaries
1 Property Tax Payment Reminder Service 63,922
Total 63,922
Mode of Service – Alert Service
www.rmc.gov.inwww.rmc.gov.in
Sr Department Services for Beneficiaries
1 Property Tax
Property Tax outstanding dues through SMS 22,035
Property Tax Name change details through SMS 230
Registration of mobile no for transaction alert 97
Property Tax Assessment Request through SMS 6
2 Water Charges Water Charges outstanding dues through SMS 1101
3 General Details of RMC Services 12,738
4 Call Center Registration of Light Pole complaint through SMS 746
Total 36,953
Mode of Service – Interactive Service
Sr Department Services for Beneficiaries
1 General Daily Income-Expenditure SMS to higher officers 3,803
2 General Daily Grievance Statistics to Higher Officers 4,444
3 Call Center Running of Call Center through SMS 4,34,648
4 CUG SMS Group SMS for RMC’s officials 34
Total 4,42,929
Mode of Service – Management Service
Some Facts and Figures : m-Governance
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Replication
Sustainability
Scalability
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Replication / Scalability / Sustainability
Scalability
Minimum Requirements
Sustainability
Financially very economical
with advancement in technology it is becoming cheaper
Modification in existing database and back-office process
Highly scalable, any number of new services
can be added
Requires process reengineering
Requires alteration of existing database
Initiatives implemented on existing database
Requires gap analysis
Requires little process reengineering to make it
functional
Initiatives can be implemented at any municipal corporation
fits on any database platform as an add-on component
Economically very cost effective
technological innovation is at the least cost
has brought sudden quality improvement in life of citizen
Win-win situation for both Organization and Citizen
brought speed and transparency in administration, resulted in sharp increase in
revenue
running cost is very less
need no higher level of expertise, once project is
implemented
sharp increase in level of satisfaction /revenue compensate
expenditure
project further envisages many revenue generation avenues in
future
reduces paperwork and there by saves huge cost
plenty of scope for improvement in cost saving in
all functional activities
Has potential to improve urban life of India
Replication
Based on GSM mobile technology
does not require expertise in
telecommunication area
SIM Card (for incoming/outgoing
SMS)
GSM MODEM
Software to handle incoming and outgoing
SMS
Database integration for m-Governance based
system
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Lesson Learnt
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Awards and Recognition at National/International Level
Range of
Services
Across
Domains
Second in eIndia2010 Citizen Choice Award
Finalist in South Asia in Manthan2010
Awards
Paper on RMC e-Governance
Harnessing IT for good governance
By
RMC e-Governance Best Practice
Birth and Death Certificates from Website
Bronze in National
eGovernance Award2010
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Miles to Go
Media coverage
Range of
Services
Across
Domains
Establishing
Credentials
m-Governance
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Thank You
Rajkot Municipal Corporation