June 23 2011

Overview

ICT in Urban Governance and Service Delivery

in India

ICT stresses the role of Communication

ICT consists of all technical means used to

handle information and aid communication,

including both computer and network hardware

as well as necessary software.

ICT consists of IT as well as telephony, broadcast

media, and all types of audio and video processing and

transmission.

The expression was first used in 1997 in a report by

Dennis Stevenson to the UK government and

promoted by the new National Curriculum documents

for the UK in 2000.

Landmarks

1970 - Dept of Electronics

1977 - National Informatics Centre

1987- NICNET- Satellite based Computer Network

1998 - Operation Knowledge

1999- Ministry of Information Technology

2000- 12 point Minimum Agenda for E Governance-2000

2006- National E Governance Plan

National E Governance Plan

Make all governments services accessible to the common

man in his locality through common service outlets and

ensure transparency and reliability of such services at

affordable costs to realize the basic needs of the common

man

E government refers to the use of Information

Communication Technologies by Government agencies

E Gov in Municipalities

Economically productive, efficient equitable and responsive

cities in an integrated framework

with focus on economic and social infrastructure, basic

services for the urban poor ,urban sector reforms and

strengthening of Municipal Governments and their

functioning

E Gov-Municipalities

Pilot- 35 mission cities across 15 states

Roll out

Quality, accessibility and efficiency of services to

citizens and businesses

Internal efficiency for better delivery of public services

Make processes more accountable and transparent

Citizen participation in decision making

Reducing costs and Better revenues

7

Demand Supply Gap- projections

Water Supply

(Billion litres per day)

GAP to increase 3.5 x

2007 2030

56 83 95 189

Sewage

( Billion litres per day)

GAP to increase 2 x

2007 2030

13 66 42 151

Solid Waste

( Million tons per annum)

GAP to increase 4 x

2007 2030

51 71 295 377

Affordable Housing- Million

units

GAP -38 million units

2007 2030

5 30 12 50

Challenges

• Availability of Technology

• Access to Technology

• Infrastructure & Data Systems

• Resources- Human , Physical , Financial

• Policy and Plans

• Standards and Protocols

• Personnel

• Institutions

• Capacities

Mechanisms in place

JnNURM/ UIDSSMT

Service Level Benchmarking

Rajiv AwazYojana- Slum Free Cities

Sanitation Planning

Capacity Building for Urban Local Bodies

E Governance for Municipalities

National Urban Information System

Mandatory Reforms

ULB level

L1 - E-Governance

L2 – Municipal Accounting

L3 - Property tax

L4 - User charges (Recovery of 100% O&M charges)

L5 – Internal earmarking of funds for services to urban poor

L6- Provision of basic services to urban poor

State level

S1 - Implementation of Seventy Fourth Constitution Amendment Act

S2 - Integration of city planning and delivery functions

S3 – Rent control reforms

S4 – Rationalisation of stamp duty

S5 - Repeal of Urban Land Ceiling and Regulation Act

S6 - Enactment of community participation law

S7 - Enactment of public disclosure law

Optional Reforms

Introduction of Property Title Certification System in ULBs.

Revision of building bye-laws

Revision of bye-laws to make rain water harvesting mandatory

Earmarking at least 20-25% of developed land in all housing projects (both Public and Private Agencies) for EWS/LIG category

Simplification of legal and procedural frameworks for conversion of agricultural land for non-agricultural purposes.

Introduction of computerized process of registration of land and property.

Bye-laws for reuse of recycled water.

Administrative reforms – VRS, non-filling up of posts falling vacant due to retirement

Structural reforms

Encouraging Public Private Partnership

Knowledge Society?

Examples of knowledge needs-Policy Makers -State

Policy Programme/Operational

Legislations with regard to earmarking land for poor

Terms of Reference for Property Title

Certification

How to set service level targets under 13 FC

How to simplify tendering processes

Definition of slum

How to develop proposals for accessing CB funds ?

Formation of SPV for transport

Swiss Challenge contracts and legal

implications

Legal basis for levy of parking fee in other

states

biometric identification

Decentralized vs Centralized service

delivery of water

PPP good practices in public

transport/slum upgradation

Examples-City ManagersPolicy Programme/Operational

Training Plan for Municipalities

Revenue improvement action plan

Zoning –street hawkers etc

Components of DPR for Customer Call

Centre

Training programmes on aspects of

urban management

Scope of work for CDP revision

TDR, Land pooling & other

development methods

Recommendations for specific bottlenecks

encountered in projects

R&D outputs- access limited

Revenue improvement Plan

Designing sustainable habitats

Choice of technology options

Cost per mld for treatment of waste water

Bulk Flow meters- design specifications

Road sweeping machines with low maintenance

UFW in various cities

Design of modern slaughter houses

Addressing shortage of sand

Eligibility /Claims to Central Govt

Financial projections of revised costs-land acquisition &

tender premiums

Information Requests – Immediate requirements

Experience in India of Swiss

Challenge contracts

Principal Secretary, LSGD

‘Zoning practised in

Bhubaneswar to address

street vendors-Programme officer,

State Eradication

Mission

Waste water treatment

technologies in other ULBs

Technical Member,

KeralaWater

Authority

Service Delivery & Infrastructure

•Leak detection equipment costs

•Technology

•Suppliers of equipment

•Utility restructuring

•O&M Plan

•Appropriate technology

•Technology providers

•Tariffs and user charges

Decentralization &

Accountability

•MPC-DPC

•Capacity building initiatives

•Public Disclosure Law

•E procurement

•RTIs/ Ombudsman

Examples of information/

knowledge needs

Financial Reform

Double entry accounting

Property Tax reforms

Asset Management Plan

Urban Environment

Flood control & management

Conserving heritage sites

Toolkits for rainwater harvesting

Poverty & Urban Economy

Slum upgradation experiences

Legislation for urban poor

Use of GIS for slum mapping

India Ranks 48th- slipped from 43rd

E Gov-Municipalities

Pilot- 35 mission cities across 15 states

Roll out

Quality, accessibility and efficiency of services to

citizens and businesses

Internal efficiency for better delivery of public services

Make processes more accountable and transparent

Citizen participation in decision making

Reducing costs and Better revenues

E-Ready?Function 2006 2009

PropertyTax 54 66

Accounting System 46 57

Water/Utilities 37 51

Birth& Death Certificates 54 71

Grievance Redressal 31 49

Personnel Information System 34 49

E Procurement 14 31

Projects/Works 20 20

Building Approvals 26 60

Licences 11 20

21

Demand Supply Gap- projections

Water Supply

(Billion litres per day)

GAP to increase 3.5 x

2007 2030

56 83 95 189

Sewage

( Billion litres per day)

GAP to increase 2 x

2007 2030

13 66 42 151

Solid Waste

( Million tons per annum)

GAP to increase 4 x

2007 2030

51 71 295 377

Affordable Housing- Million

units

GAP -38 million units

2007 2030

5 30 12 50

64 KPIs- Eight Basic Functions

Registration and Issue of Births/Deaths Certificate

Payment of Property Tax, Utility Bills and Management of Utilities

that come under the ULBs

Citizen Grievances and Suggestions

Building Plan Approvals

Procurement and monitoring of projects

Health Programs

Accounting System

Personnel Information System

64 KPIs- Eight Basic Functions

Government to Government

Government to Citizen

Government to Business

Government to Employee

What is the SLB framework?

Data Requirements

Level of detail

Indicators

Data that is required to calculate the indicator

What is the level of geographical detail to which the data should be available

List of service level indicators for each sector

Reliability of measurement

Target for the indicator

Rationale

What is the reliability of data that should be targetted

What is the performance level that should be targetted?

Why is this indicator important for the service

Frequency of measurement

Definition

How often should the indicator be measured

Objective and mathematical definition

Information System

Improvement Plans

Improved Data

Reliability

Improved Service

/Performance Levels

Performance

Improvement Plans

ACHIEVING

BENCHMARKS

Information

Gaps

BASELINE PERFORMANCE

INDICATORS

Service Level

Gaps

Silicon

chips

Internet

Protocol

Broadband Narrow

casting

Blogging

Facebook GSM CDMA GPRS IVRS

Wi Fi Podcasting Info

tainment

SMS Instant

Messaging

Servers Domains Crowd

sourcing

Multi Media MySpace

Widgets RSS Feeds HDMI Dual Core ActiveX

Cloud

Computing

DNS GIS FireWall Gateways

FTP WAN Web 2.0 POP3 Artificial

Intelligence

The pink blobs represent slums in Pune. 45% of the population live in slums

Slum

Ownership in

Dhaka, 2005

Lands

Affected by

River

Flooding,

Dhaka

Access to Services , Dhaka

Billing ,Metering

Complaint logging - JUSCO Sahyog Kendra

A call center for

COMPREHENSIVE URBAN

INFRASTRUCTURE SERVICES is

an innovation we are proud of

Benefits:

• Single point contact - 6646000

• 24X7 facility to log

complaints/suggestions

• SLG based complaint management

• Ability to provide instant job status

Re-Engineered Route - III

BEFORE RE-ENGINEERING AFTER RE-ENGINEERING

Energy Saving: 5.5 Lacs KWH/ annum, ( Rs 22 Lacs /annum) Investment: Rs. 45.3 Lacs

From early 2005 to July/Aug 2007

Katargam WW

Khatodara WDS

9.0 m head

Katargam WDS

9.0 m head

Pandesara WDS

Udhana WDS

9/18 m head

Installation of NewPump Sets in 2005(WEF Aug-2005)

Katargam WW

Khatodara WDS

9.0 m head

Katargam WDS

9.0 m head

Pandesara WDS

Udhana WDS

Jul-2007 onwards

Re-engineered

route

• SEWERAGE:

Treatment capacity is enhanced 3 times at the same location.

100 % human excreta generated is safely collected throughsewerage network and mobile suction units.

50 % of valuable land saved.

PLC automation and SCADA based plant operation resulted in extremely high treatment efficiency with minimum operating cost.

Stringent treatment parameters achieved to ensure reusable quality treated water from sewage treatment.

OUTPUT AND OUTCOMES:

Redesigned Complaint Management Process

Make

Enquiry

Make

Complain

Receive

Complain

Receive

Enquiry

Repeat

Request

Categorize Request

& assign to Dept.

Print Job card

Verify

through

comp.

history

Allocate job to own

Employee/Contractor

Check

Status

Update on

system

MIS/ Analysis

for Review

Feedback by

Personal

contact

1. Con. No.

2.Location

Take Comp.No.

Keep the No. for

future reference

Explain the

job properly

Sign Job card

& Feedback

Internal

Customer

Customer

JUSCO

Sahyog

Service

Dept.

Job Execut.

Empls/Conts

No

Yes

Yes

No

Escalation

required

Inform

Status Escalate

Comp. To Chief

Execution of

the jobs

No

Enablers: IT System, SLG based Service Delivery

and robust back-end service delivery units

E Gov-Municipalities

Quality, accessibility and efficiency of services to citizens

and businesses

Internal efficiency for better delivery of public services

Make processes more accountable and transparent

Citizen participation in decision making

Reducing costs and Better revenues

Municipal Functions Project

Implementation

Reforms

Implementation

Other

Procedures

/Programmes

Service delivery-Water,

sanitation, SWM,

transport, street lighting

Technology options Legislation/

Government Orders

Eligibility for

schemes. Paper

work reqd

Poverty related-slum

upgradation, habitat design,

housing, bio metric id, GIS

Market rates, Hiring

costs

Operational mechanisms

e.g PIUs, SPVs, insourcing

Access funds for

capacity building-

who to approach

Urban environment-

reclamation of sites,

heritage protection, water

bodies rehab

Clearing house support

for identification of

contractors/suppliers/

agencies

Practices /

training/relevant exposure

visits , experience sharing

of managerial practice,

tech etc

Legal framework,

consensus,

financing schemes

Finances and revenue, GIS,

property tax

Design specifications-

vetting

Funding Consensus of

citizens,politicians

PPP models for municipal

functions

Procurement methods Terms of reference Suitable models,

procedurs

Capacity building and

training needs

Land acquisition-TDR,

land pooling etc

Information linkage with

other departments

Formats,

ToRs,method

formulation etc

Framework for ICT UD

Municipal Functions

Project Implementation

Reforms Implementation

Programmes/

Procedures

Policy

Programme

Procedures

Operations

Where are we headed

•Transparent systems and procedures

•Better Service Delivery Outcomes

•Incremental Levels of Municipal Services

•Self sustaining Urban Local Bodies

•Participatory & Accountable Governance

•Improved Service Delivery Levels