Capacity Building in Rajasthan: Case Study of eMitra

1
Capacity Building in Rajasthan Case Study of
e-Mitra

• Department of IT C
• Government of Rajasthan

2
New paradigm of Governance
3
LokMitra

• BACKGROUND
• Urban centric e-enabled service delivery system
• Area of coverage Jaipur, Bikaner Udaipur
• Technology Uses both Client/Server and Internet
  models
• Nine centers operational in Jaipur
• Provides facility for electronic payments also
• Successfully operational since March, 2002
• Served around 12 lacs citizens till date
• Rs. 261 Crores collected through LokMitra

• SERVICES OFFERED
• Payment of electricity bills
• Payment of water bills of PHED
• Online RSRTC bus ticketing of RSRTC
• Issue of of Births Death certificates
• Payment of various dues/fee of Jaipur Municipal
  corporation
• Payment of various dues/fee of Jaipur
  Development Authority
• Payment of various dues/fee of Land Building
  Tax Dept
• Payment of various dues/fee of Rajasthan Housing
  Board
• Payment of Land Line CellOne bills (BSNL)

4
JanMitra

• BACKGROUND
• Rural centric e-enabled service delivery system
• A wide range of social services provides
  information on relevant topics citizens under
  one roof
• Area of coverage Jhalawar and Jaipur
• Technology Uses web-based Intranet model
• Successful case study of Public-Private
  Partnership
• Successfully operational since March, 2002
• Has provided gainful employment to about 350
  rural youths
• Served around 4.5 lacs citizens
• SERVICES OFFERED
• Public grievance redressal
• Online submission of application forms
• Access to Land Revenue Records (ROR)
• Access to Government information

5
LokMitra and JanMitra Projects

• Urban centric delivery channel
• Utility Bills - Financial transactions oriented
• Front Offices Back Office owned operated by
  Government
• Revenue model is participative based
• Uses broadband/high-speed communication link
• Real time transactions
• Services also available through Internet
• Implemented at Jaipur, Udaipur Bikaner

• Rural centric delivery channel
• Social services information delivery oriented
• Back Office is owned by Govt. Front Offices are
  owned operated by local entrepreneurs
• Revenue model is based on self sustaining
  philosophy
• Uses dialup facility for connectivity
• Uses batch processing mode
• Services available only on local district
  Intranet
• Implemented at Jhalawar Jaipur

TEXT
TEXT
TEXT
TEXT
6

• Unified e-services platform
• Combines best features of LokMitra JanMitra
  models
• Enhanced services basket over 60 services of
  Government domain. Private sector services are
  being added on continuous basis
• Uniform information interchange architecture
• Public-Private Partnership model for Front
  Offices
• Back Office to be owned by Govt but operated by a
  Technology Partner
• Will provide employment to over 2000 educated
  youths
• Uses real time, Internet batch processing modes
• To be expanded across the State in phased manner

7
Components of e-Mitra (LokMitra JanMitra)
Back Office
Front Office
Front Office
TEXT

• All participating departments being IT enabled
• Establishing a mini data center at each district.
• E-Mitra application software to be hosted at
  e-Mitra data center
• All the participating departments and service
  counters will hook on to e-Mitra data center to
  make the system work.
• Financial resources for the purpose is being
  provided by government

• Citizen will be able to avail of services related
  to multiple departments/organizations at the same
  counter.
• Interface will be through web or counters, which
  are managed by private partners (Local Service
  Providers).
• The service delivery is on charge basis so as to
  make the system self-sustaining.

8

• Role of Capacity Building to Conceptualize,
  Develop, Manage and Monitor the e-Mitra project

9
e-Mitra Conceptual Framework
Managed by LSP
District Administration
Kiosks
Integrated Citizens Service Center1
Kiosks
User Department
Kiosks
District Window
User Department
Kiosks
Integrated Citizens Service Center2
User Department
Kiosks
Kiosks
Divisional Data/Control Center
WAN
Kiosks
Kiosks
Kiosks
State Data Center
Secretariat LAN
10
Role players in e-Mitra

• Citizens Prime stakeholders
• Demand side of e-Governance eco-system has to
  become at par with the supply side
• State Government
• Key driver of the e-Mitra model
• District Administration
• Routing of e-Mitra services through G-2-C
  interfaces
• Line Departments
• IT enablement of backend systems
• Local Service Providers kiosks owners
• Private Partners- will add entrepreneurial,
  technological marketing values
• Department of ITC
• Technology enabler facilitator

Stakeholders in capacity building
11
Dynamics of e-Mitra Interplay of components
Network
Software
TECHNOLOGY
Hardware
Security
LOGISTICS LEGAL ISSUES
BUSINESS
Business Model of LSP/Kiosk
GoR Role
Business Model of Technology Partner
Citizens willingness
12
Challenges of Capacity Building in e-Mitra

• Change management
• Business Process Re-engineering
• Strengthening Demand Side of e-Governance
  services
• Economics Logistics of Supply Chain
  involvement of Private Partners
• Benchmarking of strategic plans through 3rd
  Parties
• Technology Last mile connectivity

13
Change management

• Initial inertia among State Government employees
• Involvement from project conceptualization stage
• Departmental level CIOs as domain level champions
• Skill upgradation
• IT e-Governance as key subjects in Induction
  level training
• Change in mandate roles of officials mind set
• Involvement of Private Sector in service delivery
• Successful implementation of e-enabled service
  delivery channels of Stamps Registration
  Department through PPP Model across 210 offices
  across the State
• Seeing is believing is the motto
• Workshops for State Government officials
• Vertical hierarchies ( e.g., CMHOs,
  Sub-Registrars of Stamps Registration
  Department, etc.)
• Horizontal hierarchies at District Level (DLOs at
  District Collectors level)

14
Business Process Re-engineering

• Administrative provisions
• Enabling Government orders/circulars for e-Mitra
  mechanism issued
• Citizen charters
• Vigilance mechanisms
• Legal changes
• Facilitation of privately owned contact points
• MoUs signed among all stakeholders including
  private partners
• Authentication mechanisms
• Teachers authorized to issue Learners Licenses
• LokMitra staff authorized to issue Birth Death
  certificates
• Reduction in verification requirements
• Cross verifications across databases Election
  Database, LRC Database, BPL Lists, etc.
• Formation of 32 District e-Governance Societies
  to facilitate ownership of e-Mitra across
  districts

15
Strengthening Demand Side of e-Gov equation

• E-Mitra is perceived as a product
• Marketing is the key 4 Ps (product, pricing,
  promotion place)
• Citizens are increasingly willing to pay service
  charges for availing e-Gov services, e.g., A
  service charge of Rs. 200 is charged from
  citizens for rendering services through IT
  enabled systems of Sarathi (Registration Stamps
  Department)
• Involving community
• Members of communities co-opted in District
  e-Mitra Societies
• Structured unstructured feedback of citizens
  Government employees obtained on LokMitra
  JanMitra through surveys workshops
• Draft documents published on Internet for
  comments of stakeholders including private sector
• Awareness generation
• E-Mitra Stalls in fairs in rural semi-urban
  areas
• Road shows
• Publicity campaigns
• Proactive marketing of e-Mitra by LSPs Kiosk
  owners

16
Benchmarking of e-Mitra strategic plan

• A professional consultant has been engaged to
  study review the project development and help
  rollout the project.
• Consultant is carrying out holistic study audit
  of
• Concept of e-Mitra
• Methodology
• Service Basket (services to be included in the
  package)
• Technical Design and Application Software
• Service Delivery Model
• Enterprise Model
• Implementation Plan including PPP relations
• Is designing will assist in monitoring of SLAs
  of private partners
• Continuous learning from e-Governance projects of
  other States
• Inputs are taken from guidelines issued by MCIT,
  GoI from time to time

17
ICT Infrastructure

• IT enablement of backend systems of participating
  Departments on priority (Back office)
• A provision of Rs. 10.00 Crores in 2004-2005.
  300 increase in 2005-2006
• State Secretariat, State Data Center, RSWAN,
  Registration Stamps, District Collectorates,
  e-Procurement System, Police, Tourism,
  Agriculture, UITs, Revenue Earning Departments,
  etc. are at various stages of execution
• E-Mitra Data Centers being setup in all 32
  districts in 2005-2006
• Increased involvement of private technology
  partners in managing ICT infrastructures
• Project planning, managing monitoring
  mechanisms are in place

18
E-Mitra ICT Infrastructure
19
Champions of e-Mitra

• E-Mitra has the mandate at the highest level and
  is being rolled out in mission mode
• Honble CM holds the charge of IT Minister
• Secretary to CM is also Secretary, IT
• Director, IT C controls a cadre of IT
  Professionals. Capacity Size
• Technology Managers 30
• Technical Staff/Programmers70
• Outsourcing of application software development
  is done wherever necessary
• Capacity built at
• State Level (For Strategic Policy Direction)
• Department Level (for conceptualizing managing
  Departmental level projects)
• NICs support is also available

20
Capacity Build The Cutting Edge
Thank you