Best Practices in eServices Delivery

2nd December 2011(Session 3:00 pm to 5:00 pm)

A.R. Talwar, IASFinancial Commissioner Revenue, Punjab-

cum-Principal Secretary

Department of Information TechnologyGovernment of Punjab (India)

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PRESENTATION OUTLINE

Issues in Government Service Delivery

Best Practices for e-Service Delivery Implementation Framework Core Infrastructure Capacity Building, Awareness, Communication Standards, Quality and Security

Case Study – Suwidha

Case Study – e-District

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Issues in Service Delivery

Air of Mystification about procedures

Long Queues at delivery points

Multiple Visits to GovernmentOffices

Outcome is in Suspense

Gatekeepers at every turn

Poor Quality of Service

Service is a Mercy - not a Right

Too many Intermediaries, Shortcuts

Exception is the rule!

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Best Practices for eServices Delivery

Implementation Framework Consisting of stakeholders from Center Government & States

Core Infrastructure

Capacity Building, Awareness, Communication

Standards, Quality and Security

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Implementation Framework ( National – State)

Apex Body( Headed by PM)

National e-Governance Advisory Board( Headed by Minister)

Apex Committee( Headed by CS)

DIT

NIC NeGD NISG

Provincial /State Governments

Line Ministries

Line Ministries

Line Ministries

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SW

AN

SD

CS

DC

SS

DG

&

e-P

ort

al

SS

DG

&

e-P

ort

al

CS

CC

SC

Stat Wide Area Network

connectivity for G2G functioning, up to Block Level

Stat Wide Area Network

connectivity for G2G functioning, up to Block Level

State Data Centers for consolidation of services,

applications and infrastructure

State Service Delivery Gateway & Portal

Interfacing, Messaging and Routing switch for

data & application operability

State Service Delivery Gateway & Portal

Interfacing, Messaging and Routing switch for

data & application operability

Internet enabled Common Service Centers in rural areas as delivery points to rural

citizens of India

Internet enabled Common Service Centers in rural areas as delivery points to rural

citizens of India

Core Infrastructure

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Core InfrastructureState Wide Area Networks (SWAN)

• Secured network for Government work• Connecting State HQs ,District HQs, Blocks HQs• Minimum 2 Mbps Broadband Connectivity

State Data Centers (SDC)• State of art Data Centers at each States/UTs• Housing all applications and databases• e-Delivery of G2G, G2C and G2B services• State Portals, State Service Delivery Gateways

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State e-Governance Service Delivery Gateway (SSDG)• Standards based secure middleware infrastructure

to act as routing and messaging switch • De-linking backend departments from the front-end

service access providers• Scalability of applications in an integrated

environment

Common Service Centers (CSC)• More than100,000 tele-centers in 600,000 villages• Broad band internet enabled connectivity• Implementation through PPP

Core Infrastructure

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Common Service Centre

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State Data Centre

Core -Infrastructure -SERVICE DELIVERY STRATEGY

State PortalCSC

CSC

CSC

Govt. Departments at various levels

SHQCollector’s

Office

Tehsil / Taluks

Registration

Transport

Revenue

Municipalities

State

Districts

Sub-Divn

Blocks

SSDG

SWAN

Internet

..

Internet

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Capacity Building and Awareness

Support to State e- Mission Teams (SeMTs)

Support to Central Project e-Mission Teams (CPeMTs)

Support to State Administrative Training Institutes

Training/Orientation of stakeholders

Creating awareness regarding NeGP

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Capacity Building -Levels of Capacity Needs- at State Level

PROGRAMME

Leadership & Vision

Program Development

Program Management

Project Development

Project Management

•Policy Formulation•Committing Resources•Taking hard decisions

•Preparing Roadmaps•Prioritization•Frameworks, Guidelines

•Monitoring Progress•Inter-agency Collaboration•Capacity Management

•Conceptualization•Architecture •Definition (RFP, SLA…)

•Bid Process Management•Project Monitoring•Quality Assurance

PROJECT

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Capacity Building - Institutional Framework – at State level

State eGov Council (CM)

State Apex Committee (CS)

Departmental Committee

SeMT

DIT

DeMT

State Government

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Standards, Quality and Security National Policy on Open Standards

Localization and Language Technology Standards

Encouragement to Open source technology

Quality Assurance & Conformance

Network and Information Security

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Govt. of India is in final stages of enacting the Electronic Service Delivery Bill thereby making it mandatory for every Govt organization to deliver public services electronically from a cut off date.

Each Ministry/Department to identify the basket of citizen centric services to be delivered through electronic means along with the delivery channels, with stipulated timelines and service levels for each service.

Benefits would include efficient, transparent and reliable delivery of web enabled public services in a definite and time bound manner to citizens, thereby transforming Governance.

This will eliminate the need for a citizen to go to Government offices to seek services.

The State of Punjab has already enacted the Right to Service Act 2011 whereby 67 citizen services have been mandated to be provided within the stipulated timeframe else the Govt. officer would be liable to penalty.

Electronic Services Delivery Bill

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Case Study: Suwidha

State wide project implemented in Punjab Objectives

Provide friendly and efficient interface between government and citizens

Provide transparency in government operations

Provide timely and efficient service delivery Improve quality of government services

Falls in the government to citizens category

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Case Study: Suwidha

A citizen's concerns Different branches for different services Not familiar with the procedures Unaware of the schemes being implemented Not aware of source of information Has to frequently visit the branch to ensure movement of

the case and to enquire the status Services are not delivered as scheduled Has to visit many offices for a single service Small payments require visiting banks for services

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Case Study: Suwidha Solution in the form of Suwidha

The citizen approaches SUWIDHA Queue Counter and gets the Queue Token number.

On his turn at SUWIDHA Service Counter, he files his application. She/he is issued a receipt cum token number, which specifies the

date of delivery of services. Each type of service has a pre-defined delivery time and system automatically calculates the service delivery date.

All kind of payments for the fees etc can be made at the SUWIDHA counter.

The application/case is then sent to the branch for action. In between the citizen can track the case with the help of

SUWIDHA Token number through DialCITI (which is IVR based system) or website.

The delivery of documents/processed case is made on the specified date. The delivery of the documents is also from SUWIDHA Delivery Counter.

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Case Study – E-District

Common person will contact nearest CSC/Suwidha center for his need (Service).

CSC/Suwidha Center will accept complete form with attachments & enter it on e-District Portal with his net connectivity.

Application will be forwarded online to concerned HOD. HOD has to accept as per rules and put his Digital

Signature. (if not accepted in due time, it will be forwarded to next higher Officer).

After HODs digital signature on Certificate (Service record), It will come back to the concerned CSC/Suwidha Center.

The Digitally signed document will be given back to the applicant at CSC/Suwidha Center where it was submitted.

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Thank You

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