Integrated Service Delivery: Issues

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Integrated Service Delivery Issues Challenges

• by
• Raj Kumar, IAS
• Secretary to the Govt. of Gujarat,
• Department of Science Technology.
• Date 18th January 2008, New Delhi.

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Integrated Service Delivery Issues Challenges

• 1. Introduction
• 2. Service Delivery Preparedness (Back-end)
• (i)Databases (ii)Information
• (iii)e-readiness of Back end processing
• 3. Service Delivery Framework (Front-end)
• (i)CSCs (ii)Integrated Service Portal
• (iii)Fee Structure
• 4. Infrastructure Readiness
• (i)SWAN including last mile connectivity
• (ii)Data Center
• 5. Governance of e-Governance
• (i)Business Process Reengineering
• (ii)Performance based reward system for
  stakeholders.

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Integrated Service Delivery Prologue

• Currently, using e-governance some of the citizen
  services are being delivered in a decentralized
  manner.
• E.g. One Day Governance e-Dhara centers in all
  Mamlatdar offices (Block Level) City Civic
  Centres in Ahmedabad Municipal Corporation,
  e-Stamp Registration in Stamp Duty Registrar
  offices. Similarly, Education Board provides
  results on web site.
• Contd..

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Integrated Service Delivery Prologue

• Limitations of existing service delivery
  system(s)
• Necessitates Citizens visit to respective govt.
  office
• No. of services are limited to a particular line
  deptt./office(s).
• Evolution of service delivery across different
  offices/line deptts. in the State has resulted in
  variations in procedure, fee structure, software,
  database structure, delivery mechanism
  (departmentally/PPP mode) etc.
• Such service delivery initiatives have evolved
  through Individual efforts rather than system
  oriented approach.

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Integrated Service DeliveryVISION

• To facilitate inclusive growth for all by
  providing services to the citizens at their door
  step in an easy, effective, efficient and
  transparent manner.
• Realization of this vision by 2010 is one of the
  Golden Goals of Gujarat.

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Integrated Service Delivery Portal
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Integrated Service Delivery Service Delivery
Preparedness (Back-end)

• Databases Electronic data bases are essential
  for easy, effective and efficient service
  delivery.
• Availability of electronic data bases
• Uniformity of database structures within the line
  deptt.
• Interoperability of databases of different line
  deptts.
• Availability of regional language software tools
  for better management
• Regular updation of databases.
• Readily available Statewide Electronic Databases
  in Gujarat
• (i)Land records (all land holders) (ii)Ration
  Cards (all card holders) (iii)BPL list (all
  surveyed BPL families) (iv)Employment exchanges
  (all exchanges) (v)Electoral list (entire
  states voter population) (vi)Soil Health Card
  for all 18000 villages
• (vii)Secondary Education Board results (last 10
  years)
• In most of the above cases, systems for data base
  updation are in place.

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Integrated Service Delivery Service Delivery
Preparedness (Back-end)

• Information oriented data
• Availability and accessibility of citizen centric
  information.
• Regular maintenance/updation of information.
• Status of Information type database in Gujarat.
• Generally maintained on websites (exceeding 200)
  e.g. Agriculture commodity price information,
  High court case information system, employment
  exchange data information etc.
• Regular maintenance of information database(s) is
  a challenge.

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Integrated Service Delivery Service Delivery
Preparedness (Back-end)

• E-Readiness of back end processing
• Availability of connectivity/ LAN in respective
  offices, Hardware application software(s),
  trained responsive workforce.
• Gujarats Status
• A large no. of line deptts. have provided
  computer h/w and developed application S/w using
  2-3 allocation out of Plan grants each year.
• Quite a few of citizen centric services are being
  delivered from Collector/Mamlatdar offices i.e.
  One Day Governance Centers.
• Govt. has made computer learning compulsory for
  recruitment/ promotion across all cadres of class
  I to III.
• In order to provide service delivery on a
  sustainable basis, District E-Society has been
  formed. In some cases PPP model is also followed.

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Integrated Service Delivery Service Delivery
Framework (Front-end)

• Common Service Centers (CSC)
• Schemes formalized by GoI.
• Many states are in the process of selecting SCAs.
• In the absence of govt. services, at best, it
  will deliver private business oriented services.
  Building credibility of CSC as reliable delivery
  center of government services would be a
  challenge.
• Connectivity including bandwidth quality/speed.
• Electricity Infrastructure in the villages.
• Availability of trained manpower to man CSCs.
• Financial viability of CSC operations.
• Contd..

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Integrated Service Delivery Service Delivery
Framework (Front-end)

• Gujarats Status
• M/s 3 i Infotech, CMS and Reliance communication
  appointed as SCA in 4 zones of the State
  (oct.07). There will be 6000 CSCs covering 13693
  Village Panchayats. All bids are negative i.e.
  govt. earns revenue from them.
• Connectivity- Work awarded to M/s Airtel in oct.
  07 for providing VSAT based broadband
  connectivity (54 MBPS on sharable basis among
  CSCs village panchayats) to all 13693 village
  panchayats in Gujarat. All major government
  offices upto Taluka connected through SWAN.
• All CSCs would be housed in Gram Panchayat
  buildings.
• All villages have 24 hrs power supply.

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Integrated Service Delivery Service Delivery
Framework (Front-end)

• Integrated Service Portal On Line Integrated
  Service Delivery Portal is a must for the success
  of CSC scheme. Least, it should be designated as
  a mission mode project under NeGP.
• Unique Citizen ID?
• E-payment?
• Continued..

13
Integrated Service Delivery Progress Status of
Gujarat

• On Line Integrated Service Information portal
  is being developed. Central Portal Server would
  be connected to data base servers in the State
  Data Center. We intend to provide following major
  services through portal

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Integrated Service Delivery Progress Status of
Gujarat

• In addition, we intend to provide following other
  major govt. services to the people in 1st Phase-

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Integrated Service Delivery Service Delivery
Framework (Front-end)

• Fee Structure
• Value for money.
• Guard against rent seeking and encourage
  competition in due course.
• Gujarats Status Fee structure for CSC is as
  following

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Integrated Service Delivery Infrastructure
Readiness

• SWAN Must for collection/updation of data and
  processing of service requests. Most of the
  States are in various stages of SWAN
  implementation. Network stabilization takes time.
• Providing last mile connectivity to various field
  offices of line deptts. is a time consuming and
  challenging task.
• Gujarat SWAN Status
• (i)Operational since Dec 2001.
• (ii)More than 3500 offices connected across the
  state.
• (iii)Currently GSWAN enhancement is underway.
• (iv)Quality of the last mile connectivity to
  offices other than Collector/Mamlatdar offices
  is an issue.

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Integrated Service Delivery Infrastructure
Readiness

• Data Center is an integral part of SWAN. To some
  extent, NIC data center support is available in
  the States.
• State Data Center scheme yet to be finalized by
  GoI.
• Aggregation of decentralized databases.
• Business Continuity Plan (BCP)
• Gujarat Data Center Status
• GSWAN Server Farm NIC do provide reasonable
  support.
• Mail and web-site hosting services are provided
  by Server Farm.
• As part of BCP, Gujarat is setting up DR at NIC,
  Hyderabad.

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Integrated Service Delivery Governance of
E-Governance (1)

• Demand Measurement Dynamic mechanism needed for
  survey measurement of shifts in citizen demand
  patterns.
• Demand Creation Communication and publicity
  strategy at national and local level.
• Business Process Reengineering
• Necessary for improvement in quality of service
  delivery. Changes needed in rules/ administrative
  procedures. E.g. Mechanism for collection of
  service fees and its transfer to various line
  deptts./local authorities, authority for physical
  verification of applicant, attestation of
  affidavit etc.
• Reform distrust based governance systems into
  mutual trust based systems by implementing
  mechanism for cross verification of multi layered
  electronic databases e.g. electoral data, ration
  card data, BPL data etc.
• Create competitive structures for service
  delivery, wherever possible as technology enables
  it.

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Integrated Service Delivery Governance of
E-Governance (2)

• Institutional mechanism for management of
  Integrated Service Delivery system.
• Performance based reward system for stakeholders.
• In a successful delivery system, governments
  would, probably, observe higher levels of
  citizen satisfaction.
• Customer benefits from reduction in existing
  transaction cost/time.
• Front interface benefits from revenue share in
  the income from transaction fees.
• Back end interface may end up with punishments
  only. Logically, efficiency should be rewarded.

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• THANKS