mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director,...

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India is urbanizing fast and its cities and towns are at the center of India’s development trajectory. India’s economic growth momentum can’t be sustained if urbanization is not actively facilitated.Mr Mahesh Gohel shares an interesting case study on Rajkot and how Rajkot Municipal Corporation leveraged mGovernance for meeting and exceeding Citizen expectations

Transcript of mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director,...

Page 1: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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Page 2: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

www.rmc.gov.inwww.rmc.gov.in

Introduction

Page 3: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 4: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 5: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 6: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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Brief

Introduction of

Project

e-Governance

Page 7: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 8: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 9: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 10: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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m-Governance

Page 11: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 12: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 13: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 14: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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Appreciation of Pediatrician on RMC’s Vaccination Alert

Page 15: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 16: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 17: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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Best Practices

Impact Analysis

Page 18: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 19: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 20: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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Impact on

Citizen

Page 21: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 22: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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Impact on

RMC

G

Page 23: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 24: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 25: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 26: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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Replication

Sustainability

Scalability

Page 27: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 28: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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Lesson Learnt

Page 29: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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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

Page 30: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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Miles to Go

Media coverage

Range of

Services

Across

Domains

Establishing

Credentials

m-Governance

Page 31: mGovernance: An efficient way to meet citizen's expectations: By Mr Mahesh Gohel, EDP Director, Rajkot Municipal Corporation

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Thank You

Rajkot Municipal Corporation