Instruction Manual July 08

8/13/2019 Instruction Manual July 08

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COMMON SERVICES CENTERS CSC) SCHEMEEEN

NAABBLLIINNGGSSTTAATTEELLEEVVEELLCCSSCCRROOLLLL

Instruction Manual for the State

Coordinators

Infrastructure Leasing & Financial Services Ltd.

July 2008


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the Scheme have been outlined in order to formulate a state specific approach for

implementation in most States.

2.2 A Generic CSC RFP was prepared and circulated to all the States/UTs. Based on theCSC RFP template, the State Governments have issued the state-specific RFPs for

selection of the Service Centre Agencies for setting up and operating the CSCs in theStates.

2.3 The key milestones that have been identified, to measure the progress during the Pre-SCA phase is outlined below:

a. Sensitisation of the State Governmentb. Notification of the State Designated Agency with a Nodal Officerc. State Empowered Committee Formationd. CSC Strategy Finalisatione. State Cabinet Approval of the Scheme/RFPf. Release of funds to the States (Revenue Support)g. SCA Mobilisationh. Sensitisation of various Content and Service Providersi. Identification of the G2C Services and sensitization of the Government

Departments to enable the delivery of services through the CSCs when they

would be ready

j. SWAN RFP Issuance/ Bill of Materials Approvalk. CSC RFP Issuancel. CSC Bid Evaluationm. SCA Selectionn. Issuance of Letter of Intent (LOI)o. Signing of the Master Service Agreement (MSA)

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3. CSC Rollout Phase3.1 Pursuant to the MSA signing, the challenge lies in completion of the CSC rollout as

per the milestones/ timelines prescribed in the MSA. Although the prime

responsibility lies with the SCAs who are mandated to set up the centers as per the

contractual obligation, it is of utmost importance to consider this as a team effort bythe three main stakeholders: the SCA, the SDA and the NLSA to complete the CSC

rollout in a smooth manner within the defined timeframe.

3.2 The major activities that are to be carried out to enable the CSC rollout in the Statesupon completion of the MSA signing by the State Government with the selected

SCAs are listed below. Each of the three players (SDA/SCA/NLSA) has specific

roles to play to accomplish each of the following milestones, the details for which are

listed in Table 1. These activities are tried out in three States which have completed

one year of the implementation period. These States are Haryana, Jharkhand and

West Bengal.

4. CSC roll-out: Major Milestones/ Broad Activities (Upon signing of the MSA)a. Formation of the CSC Project Teamb. Setting up of the CSC Project Officec. Sensitisation of the Government Officials (State and District level)d. Awareness and Media Strategye. Capacity Building of the Team Membersf. Project Review and Monitoringg. CSC Location Identificationh. VLE Selection and Trainingi. Finalisation of the Connectivity Planj. G2C Services Enablementk. B2C Service Enablementl. Formation of the Empowered Committee and Monitoring Committee and holding

regular meetings

m. Certification of the CSCsn. Revenue Support Disbursemento. CSC Launchp. CSC Portal

The steps to be followed under each of the above activity are detailed out in Table 1.


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TABLE 1: Enabling State Level CSC Rollout: Detail Activity List

Description SDA/State Government SCA NLSA

Formation of

CSC Project

Team

Appointment of the Nodal OfficerAppointment of District Nodal

Offices from the SDA

Appointment of District / BlockNodal Officer

Appointment of State Head, District

Manager, Dedicated person for

Government Lisoning, MIS and

reporting, Service enablement team

(B2C and G2C), Technical Team,

for Connectivity, SCA Data center,

SCA Portal and IT infrastructure

Appointment of a Coordinator to facilitate

programme.

Facilitate the SDA to letter for appointment

Officers at various level

Setting up of

Project OfficeArrangement of office space for

Nodal Officer, member of the

SCAs and the NLSA Coordinator

Setup separate Offices at the Statelevel and District levels

Facilitate the SCA andwhenever required

Sensitization of

various

Stakeholders

(Parallel

Activity)

The SDA is to issue a letter/GOto the District Administration

broadly covering the following:

- Introducing CSC projectand roles and

responsibilities of District

Administration

- Introduction of the SCAs- Role of the SDA & the

NLSA

Facilitation of the Stategovernment in Sensitization

Develop awareness programmefor the citizens

Explain the SDA the State level sensitization

Draft letters on behaSDA/IT Secretary for c

to the various departmen

District level a

stakeholders

Prepare concept note, on the CSC Sche

circulation to the departm

Facilitate the SDA in aldocumentation/ follow u

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Draft letter from DC/DM to blocklevel authorities on CSC project

Sensitization of all statedepartments, Regular Workshops

and meetings to be conducted by

the SDA

Sensitization all DepartmentHead & Divisional Workshop

Awareness andmedia strategy

(Parallel

Activity)

Logo Development andfinalization

Initiation and finalization theMedia strategy and awareness

campaigns

Comply to guidelines issued bythe SDA on Branding, Logo and

other aspects

Assist to develop the and follow up with

Government for approv

same

Capacity

Building of

Teams

(Parallel

Activity)

Training of the SDA teammembers on the CSC Scheme,

certification process, review and

monitoring, data entry in the

SMART database, etc

Training of SCA field teamfrequently

Explain the Nodal Oneed for training of th S

on the CSC Scheme, ce

process, review and m

SMART database

Facilitate the training prThe NLSA may propose

Modules for Capacity B

this SDA and State

District Administration

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Project Review

and MonitoringMonthly review meetings with

the SDA, SCA, NLSA under

chairmanship of State IT

Secretary/ Head / Nodal Officer

of the SDA

Instruction for monthly ReviewMeeting at DC/DM level with

District Manager, SCA for CSC

progress status, once a month and

forwarding Minutes to the SDA

Monthly Progress Report to beasked from the SCA

Monitor the rollout progress asper the milestones prescribed in

the MSA and issue notification in

case of failure of meeting the

milestones/deadlines

Call for a regular review meetingon monthly basis and invite the

DIT officials to attend the same

Provide timely status to the SDAand NLSA for project review

meeting

Attend the review meeting at thedistrict level and share the

minutes of the meeting with SDA

and NLSA

Prepare a proper Roll Out Planand share the plan with SDA

To complete the rollout as per themilestones prescribed in the MSA

To submit regular reports to theSDA and attend the meetings

called by the SDA on regular

basis

To meet the action plan targetssuggested by the SDA/State

Government and submit

compliance report if asked for the

same

Coordinate with the organize the meeting

Inform the SCAs on behSDA

Prepare the Action Pwould be discussed

meeting with the progre

Attend the Review Megive suggestions on th

plan as prescribed

RFP/MSA

Prepare the MoM, get it the State IT Secret

Officer and share with th

Prepare the Action Placoming month as discus

meeting and note the

made

Assist the SCAs in meprescribed milestones o

rollout

Assist the SDA in moniSCAs as prescribed in th

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Assist the SDA is issuito the SCAs in case of

the rollout process

Invite the DIT Officialsthe review meeting

CSC Location

IdentificationList of Identified Location to be

shared with the SCA if finalized

from the Governments side

The SDA is to send notification tothe District Authorities on

allocation of space in Govt.

premises (GPs) through the

Panchayat Department if decided

to locate the CSC at the GP level

Helping the SCA to getElectricity connection and

approval

Providing Government premisesto house the CSC on nominal rent

basis or free of cost (if agreed by

Conducting field survey, andidentification of location, sharing

information with the District

administration, the SDA and the

NLSA

Providing data for CSCmonitoring tool, to the

SDA/NLSA in prescribed format

(SMART format)

The SCA to consider connectivityas a prime parameter in CSC

location identification and setup

The SCA has to follow StateGovernments instruction if State

Government is involved in

Facilitating with Ecosmprobable CSC locations

Share the availablelocation data with the SC

If the CSCs are to be Government Premises/G

the NLSA is to assist th

drafting the letters /no

for circulation.

Once the locations are enter the same in the

database

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the State Government to assist the

SCA in location identification)

location identification. Otherwise,

the SCA may select at its own

discretion based on the

survey/viability option, etc

provided the basic guidelines are

followed

VLE selection

and trainingShare the database on SHG

members, NGO database, if any

with the SCA for VLE selection

Advise the SCA to put anadvertisement for the VLE

selection as per the criteria

mentioned in the RFP

Assist the SCA is drafting theadvertisement for the VLE

selection in local language

To check whether the VLEs areappointed as per the criteria

prescribed in the RFP/MSA

Approval of the SCA-VLEagreement

Initiate the process of selection ofthe VLEs based on the

entrepreneurship skills or as

agreed upon in the MSA

Tie-ups with Organizations likeNYKS / Ex - Army Service

Board, Rural Development

Department, NGOs, Employment

Exchange, PMRY for potential

VLE database

The draft SCA-VLE agreement tobe submitted for the SDAs

approval

Release advertisement in the localnewspapers for VLE selection

Tie up with Financial Institutionsfor loan requirement of the VLEs

Facilitation in tie-uOrganizations like NY

Army Service Boar

Development Dept.,

Employment Exchange

department of post for

VLE database

Assist the SCA in draVLE advertisement

language

To assist the SDA in the SCA-VLE agreeme

the MSA

Assist the SDA in dranecessary documents, i

behalf of the SDA regar

selection

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Conduct VLE Training onperiodic basis

Set up systems in accordancewith the Complaint and

suggestion system required under

the CSC Scheme

Connectivity Facilitating the SCA in Meetings,discussions and tie-ups with

various Service Providers

Monitor the SCAs connectivityoptions whether it is in line with

the CSC Guidelines (broadband)

Explore connectivity optionsShare the phase-wise connectivity

plan with the SDA/NLSA

Arrange to provide connectivityat the CSCs within the specified

time frame

Connectivity guidelines to befollowed as prescribed in the RFP

(Broadband)

Facilitate the SCA foavailable connectivity op

To assist the SDA in mthe connectivity optio

adopted by the SCAs

G2C Services

Enablement

(ParallelActivity)

Develop G2C EnablementFramework as per the Document

circulated to the State Anchors

Identify key departments and keyG2C services

Organise a State Level Seminarwith all the Departmental Heads,

Follow up with the StateGovernment/ SDA for delivery of

the G2C services

Participate in theState/Division/District Level

Seminar and request the

concerned authorities for speedy

Assist the SDA in deveG2C Framework (as

Guidelines circulated)

Assist the SDA in identkey G2C services

Follow up to organize Level/District Level sem

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chaired by the Chief Secretary for

sensitization of delivery of the

G2C Services through the CSCs

Organise Division/District levelseminars for sensitization of

delivery of the G2C Services

through the CSCs

The SDA to consult withDepartmental Heads on one to

one basis and facilitate to extend

the G2C Services through the

CSCs

Initiation of MOU for G2CServices (between the Department

and the SCA)

Initiation of MOAs for UtilityServices (Utility Provider and the

SCA)

Assist the Departments/UtilityService Providers in finalizing the

transaction charges and the

payment mechanism

Follow up with the Departments

delivery of the G2C services

Offer hands on support if neededto the departments for speedy

delivery of the services

Initiate Meeting with the StateDepartments in assistance with

the SDA and finalise on the

modalities of the G2C Services

Finalise the transaction chargesand the payment mechanism of

the G2C Services/Utility Services

Enter with an MOU with theDepartments/Utility Service

Providers whose services are to

be delivered through the CSCs

To initiate pilot projects for G2Cservice delivery and suggest the

State Government to replicate the

same to all the Districts

Facilitate the meetingsthe SDA, State Departm

the SCAs in finali

modalities for deliver

G2C Services

Helping the SDA/ DepSCAs to finalise the M

follow up to sign the sam

Follow up with the Deto finalise the timefram

G2C services and fil

format given in G

circulated

To initiate pilot projecG2C service delivery an

the State Government to

the same to all the Distri

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to provide the timeframe of the

G2C services as per the

prescribed format (Circulated to

the State Anchors)

Setting up of the MonitoringCommittee and organize regular

meeting

B2C Service

Enablement

(Parallel

Activity)

Facilitate the SCA to enablementof the B2C services as and when

required

Identification of B2C Servicesand tie-up

Executing tie-ups with serviceproviders

For Details refer B2C EnablementManual Note enclosed separately

Facilitate the SCA foservices

For details refer tEnablement Manual

enclosed separately

Empowered

Committee and

Monitoring

Committee

To set up an EmpoweredCommittee for overseeing the

CSC Implementation status in the

State

To organize regular EmpoweredCommittee Meeting and intimate

the DIT Officials/ NLSA/SCAs

To set up a MonitoringCommittee to coordinate with

functionaries of various

To attend the EmpoweredCommittee Meeting/Monitoring

Committee Meeting upon

intimation by the SDA

Discuss the rollout issues andseek Government support

wherever required

To follow the suggestions /instructions given by the

Empowered Committee/

To follow up with theorganize the Em

Committee Meeting, M

Committee Meeting o

basis

Assist the SDA to send to the Committee Memb

Officials/ SCAs

Finalise the agenda agenda notes and circ

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concerned Government

Departments as well as district

level officers for ensuring smooth

implementation of the CSC

Scheme

To organize regular MonitoringCommittee Meeting and intimate

the DIT Officials/ NLSA/SCAs

Monitoring Committee on the

rollout issues

same to the Committee

in advance

Prepare presentations meeting

Draft the Minutes of theand get approval of the

circulate to the C

Members/ DIT/ SCAs/ N

Insist upon taking adecided by the C

Members and follow u

compliance of the same

SDA/SCA

Certification of

the CSCsSuggest the SCA to submit

requests for certification of the

CSCs for which the rollout has

been completed

Finalise the Certification Planissue notification for the same

(Refer Certification Guidelines)

To make sure that the CSCs havebeen rolled out as per the

certification criteria prescribed in

the RFP

Submit the list of CSCs to theSDA that have been rolled out

and ready for certification.

Initiate the certificatioand facilitate the SDA

the plan for certification

Design the Certificatioand Guidelines as

RFP/MSA

Share the same with the13


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Create a Certification Teaminvolving the district/ block level

officials

Train the Certification Team toundertake the certification process

as per the RFP/MSA

Review the certification reportssubmitted by the Certification

Team

Issue letters to the SCAs to certifythe CSCs which meet the

prescribed criteria

Submit the request for CSCcertification with a request for

release of the revenue support as

per the MSA

To cooperate with the SDAsCertification Team to carry out

the certification process

their approval

Assist the SDA in compcertification process o

basis

RevenueSupport

To send the request to the DIT ,GOI for release of the 1st

instalment as per the CSC

Guidelines after completion of

minimum preparatory steps on the

CSC Scheme in the State

Upon receipt of the GOISanction, the SDA is to open a

Bank Account exclusively for the

CSC Scheme and send the details

to the DIT, GOI

Submit the request for CSCcertification with a request for

release of the revenue support as

per the MSA

To abide by the financialguidelines as laid down in the

RFP and as instructed by the SDA

For details of the accounting,auditing, etc, may refer Revenue

Support Disbursement Process

To read and undersRevenue Support Disb

Process circulated by th

To assist and guide thdocumentation work

follow the procedure as

in the Revenue

Disbursement Process

To follow up with thetimely submission

documents related to th

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DIT, GOI releases 50% of the 1stinstalment and sends the request

for release of the States share

(50%) to the Department of

Expenditure, Ministry of Finance,

GOI through Additional Central

Assistance (ACA)

The SDA is to send a proposal tothe State Finance/ Planning

Department with a request to

release the ACA sanctioned by

the GOI under NeGP.

The fund has to be credited to thesame CSC Project Bank Account

opened exclusively by the SDA

for the CSC project.

The details regarding accounting,auditing would be available in the

Revenue Support Disbursement

Process circulated by the DIT,

GOI

Revenue Support to be disbursedto the SCA after successful

of the revenue support, i

To follow up with therelease of the revenue s

the SCAs on timely basi


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completion of the CSC rollout

and upon certification of the same

(Procedure to be followed as

mentioned in the Revenue

Support Disbursement Process)

CSC Launch The SDA to visit sample roll outCSCs for verification on time to

time basis and select CSC for a

formal launch

To invite dignitaries from GOI/States and organize for a formal

launch

To involve media for regularupdate of the progress for general

awareness to the citizens

Complete the roll out process by365 days from the signing of the

MSA

Cooperate with the SDA inidentification of a CSC for a

formal launch

Replicate the experiences fromthe model CSCs/ pilot CSCs to

other districts

Facilitate the SDA andlaunching of the CSC pr

To prepare the dobrochures and assist in

campaign

Find local media peregular update on t

scheme and for creatin

awareness

Others CSC related Portal needs to beprepared and Hosted

Start preparing the Back-endprocess of Portal and others

Helping out both SDA to develop the CSC port


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5. Summary5.1 To understand in more detail, the approach or how to carry out the above activities, some

sample formats and methodology/ guidelines are enclosed along with this document as

mentioned below:

i. Formats of the letters that are to be drafted on behalf of the State Government forcirculation

ii. Formats of the Minutes of the Meetings that are too be draftediii. Copies of the MOUs that are signed with the Utility Service Providers/ Government

Departments/ Department of Posts/Others

iv. Sample SCA-VLE Agreementv. Certification Process/ Checklist/ Training Material

vi. G2C Enablement Frameworkvii. Manual for B2C Enablement

5.2 In brief, to complete the rollout process in an effective manner, the State Coordinators mayidentify and prioritise activities and divide them into quarterly activities keeping in line with

the State Level Implementation Plan. As indicated above, some of the activities are parallel

activities and some are sequential. Also some are one time activity and some are ongoing

activities.

5.3 The activities that are completed need to be highlighted under the column headed -Remarks/Tasks Completed. The reasons for delay in case of non completion of any tasks

need to be mentioned. The status of the above list of activities needs to be updated on monthly

basis. All the above mentioned activities are to be completed within a period of one year.

5.4 The tentative NLSA team size is indicated below:

Sl. No Activities NLSA State Team Size

1. Pre-SCA Phase One2. CSC Rollout Phase One- State Government

One-SCA Enablement

For Bigger StatesTwo- State Government

Two-SCA Enablement

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Sample CSC LOGO/ Names

Jharkhand West Bengal

HaryanaBihar


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CSCs in Haryana, Jharkhand and West Bengal

CSC Review Meetin

Press Release on Tath a Mitra, West Ben al

VLE Awarded by SREI in West Bengal

for highest revenue generation in a month

Jharkhand

Har ana

West Ben al


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Sample MOU


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Documents

Instruction Manual July 08