e-GovernanceAn e-efforteffort to empower

common man?

11th September, 2007 at IIM Lucknow

By

Amod KumarSpecial Secretary I.T., UP Govt.

Outline of presentation

Relevance of e-Governance for India Lokvani 1. Front-end (What) 2. Back-end (How) 3. Process of implementation

(How) e-Governance in Police

Developed Country by 2020

Our President’s vision

India can’t be a Developed Country

if It is not e-Governed

Why?

Large Population

Wide Spread Corruption

Implementing RTI Act 2005 is impossible

without e-Governance.

Slow & lethargic beurocracy

Long decision time

Can we be e-Governed nation?

Our Past Successes

• Bhoomi

• Railway Reservation System

• Banks

• E-Seva

Bhoomi

Railways

Banks

How?

20

35

40 5

e-Governance:Components of Success

% Luck%Change management

%Business Process Reengineering

%Technology

Challenges of e-Governance

in North IndiaComputerization seen more as a publicity tool, a fashion than for any real purpose. Hence no people’s support for it.

Mindset of Government employees (fear of losing extra income).

More efforts for G2G than G2C, leading to no perceptible benefits to common people.

Infrastructure, power, and communication problems

Education, illiteracy

Our Role Models

Computerized railway reservation system

Bhoomi, Karnataka

What is Lokvani?Lokvani

is an Internet kiosk based G2C interface

for providing various information and public

grievance redressal in a transparent, accountable and time-bound manner

by forging effective Public-Private Partnership

(PPP)

?

Public Grievance Redressal -Existing System

Senior Officers

Departmental officers

Field levelofficers/employees

Common man

Public grievance redressal-Lokvani System

Lokvani Lokvani ServerServer

DMDMofficeoffice

Concerned Concerned DepartmentDepartment

Third Party, Third Party, Lokvani KioskLokvani Kiosk

customer

Welcome to LOKVANI…

www.sitapur.nic.in/lokvani

Typical Lokvani kiosk…

S.No. Kiosk Name Working months

Complaints Recd (upto June 2007)

Income Generated (Rs.)

Average Income per Month (Rs.)

1 Sitapur -2 30 20392 509800 169932 Biswan -2 30 8429 210725 70243 Sitapur -1 30 6774 169350 56454 Laharpur -2 30 6105 152625 50885 Mahmudabad -2 30 4931 123275 41096 Sitapur-7 30 4835 120875 40297 Sidhauli -1 30 4428 110700 36908 Sidhauli -3 30 4093 102325 34119 Misrikh-3 30 3929 98225 3274

10 Mahmudabad -1 30 3250 81250 270811 Maholi -2 24 2860 71500 297912 Biswan -1 30 2631 65775 219313 Reusa -1 24 2150 53750 224014 Misrikh -2 30 1819 45475 151615 Sitapur-5 30 1576 39400 131316 Khairabad -1 24 1230 30750 128117 NP Parsendi1 12 1128 28200 235018 Hargaon -1 24 1105 27625 115119 Laharpur -1 30 1084 27100 90320 Rampur Mathura -1 24 976 24400 1017

Average Income of Kiosks (from grievances only )

Viability of the Kiosk…

Kiosk - Services Offered Vs Income

No of Services

Inco

me

Income ofKiosks

Viability of the Kiosk…

Kiosk - Reach of Kiosks Vs Income

Reach

Inco

me

Income ofKiosks

Viability of the Kiosk…

Kiosk - Sustainable Income

Increase in Reach + Increase in no. of services

Income

IncomeofKiosks

Online court cases, cause lists, judgements Online Electoral Rolls Vehicle Registration, Driving License Payment of electricity bills, phone bills Ration cards and allotment to qotedar. Police thana computerization / networking

connectivity Tourist Related information Daily rates of Fruits/ Vegetables/ Grains Online pensioners info. / Installation of IVRS –

SMS Parivar register Database (Rural & Urban) All employees Database University/ College info. (Seat Availability,

Admission)

Proposed Services…

Health info. (All Hospitals/ Nursing Homes/ Laboratories)

Recovery Certificates (R.C.s) Industries info (Durry exporters etc.) Registry of properties Banking Services Drinking Water facilities Database Development from MP/MLA funds Khasra and Jamabandi records SC/ST tracker

Proposed Services (Contd…)

Kiosk operators are partners & motivators

Cost saving

Taste of convenience , no roll back

Public satisfaction

Most ignored group, feeling of regaining faith in administration

Will it Sustain?

Easy to replicate

Backing of Laws, Rules, G.O.s is required

Monitoring from state level

Who gets the credit?

Replicability

Strengths of Lokvani… Transparency and accountability to

complainant. Complete transparency in all works /

schemes / beneficiaries / selection / expenditure etc.

Compulsion to come to District / Tehsil Head Quarter avoided.

Effective monitoring of all complaints / grievances. Monitoring of performance of district level officers is possible by senior officers at state headquarter.

24X7 services. Easily replicable Job creation in rural areas Bridging the digital divide

Uniqueness of Lokvani• First successful zero support based PPP

model for kiosks in the country

• Profit and competition can overcome power shortage, illiteracy, poverty, adverse socio-political conditions, lack of professional work culture

• 100,000 rural people using it in just one district

• Going beyond just provision of services to make the govt. accountable and giving the citizen the right to answer

Achievements… About 100,000 complaints registered and

95000 disposed off in about 30 months.

First successful e-Governance project in Uttar Pradesh

First District in country to provide On line Land records on Internet in Hindi.

Government of UP has come out with a G.O. to implement Lokvani in all Districts of U.P

Awards…

Dataquest e- gov Champion Award-2006

Winner of Golden Icon Award at National e-governance Conference-2006

Won special mention (second place) in Public Administration category at Stockholm Challenge Awards 2006.

Issues… Quality vs. Quantity Replicability Sustainability People meeting personally on Janata Diwas,

Janmilan etc. State Level Monitoring Search

How we did it…?

Sept. 2004 Studies of Similar initiatives in Dhar(M.P) and Jhalawar (Rajasthan).

Sept.-Oct. 2004

Plugging the loopholes and designing a new system in consultation with all District level officers.

Oct.2004 Establishment of a registered society “LOKVANI, SITAPUR” at district level.

Nov.2004 Registration, training and agreement with already running computer centers/ cyber cafes in the district on a fixed fee (Rs. 1000)

How we did it Contd.

Jan.2005 Weekly monitoring of performance

Feb.2005 brought on internet

Feb.2005 Land Records on Lokvani

Apr.2005 dashboard added

May.2005 Muster Rolls

Jun.2005 Status of Arm Licenses

Jun.2005 On Line Tenders

Jun.2005 IVRS Introduced

Nov.2005

March2006

Single window kendra (SWK) opened

RTI use through Lokvani

Lessons Learnt… Better copy than reinvent the wheel Seeing is believing Team spirit (giving credit/appreciation/freedom) Best is the enemy of good Failure is the pillar of success Socializing helps No subsidies No need to be a technocrat PPP is must for sustainability Strategy (calculated moves) Use of media and politicians No limit to achievement, if no desire for credit

Role Model

Our Vision

Whether you like it or not, you have no choice but to implement e-Governance.

The only choice you have is to choose your favorite dish

from a big menu…….

Some dishes• P.S. Automation

– Record keeping– Interlinking– Process re-engineering– Online FIR

• Traffic– Challan Process– Traffic lights & control room (Tokyo example)– Linking with RTO office– Vehicle thefts (RFID, GPS), database of lost and recovered vehicles

• Verifications– Arms License– Passport– Govt. jobs– Army recruitment– Household servant’s credentials

• Investigations– Case tracking ( from FIR to conviction till SC)– Inventory Management (of maal mukadmati)

Some dishes….contd

• Communications– CUG– Triband phone– Video Conferencing (G2G & evidence)– Vehicle tracking– Biometric devices

• Crime data Management– Data Warehouse– Business Intelligence Softwares– Mugshot & fingerprint database– Handheld online devices & online matching

Online FIR

• Increase in crime figures

• Lack of manpower to investigate all the crimes

• Political & administrative will

• Weak 182 IPC

• Lack of resources

Garib Jaan ke humko na tum bhula dena,

Tumhi ne dard diya hai tumhi dawa dena

Thank You

Acknowledgements

• Sri Rajeev Chawla Ex-Secy e-Gov, Karnataka• Smt.Zohra Chatterjee (Govt. of UP)• NIC (Sri S.B.Singh, A.P.Singh, AjaiGopal,

Rajeev Lakhera and many others )• Mr.Alok Singh, IPS• Mr.Abhishek Singh, IAS• Mr.Sanjay Bhoosreddy, IAS• Justice S.C.Verma

Contact Details

• Amod Kumar

Special Secretary I.T., UP Govt.

amodkumar71@gmail.com,

0522-2238294, 9452076839• A.P.Singh

DIO, NIC Sitapur

upsit@hub2.nic.in, singhamps@yahoo.co.in

05862-242250, 9415184409