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ICT as Change Enabler egov Experiences Critical Success Failure Factors for egov projects

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Title: ICT as Change Enabler egov Experiences Critical Success Failure Factors for egov projects


1
ICT as Change Enableregov ExperiencesCritical
Success / Failure Factors for egov projects
Urgency for Transformation
  • P. Raghuveer IFS
  • Addl. Secretary (egov)
  • ITC dept. Govt. of AP, Hyderabad

2
Agenda
  • Looking Back
  • Role of IT enablement
  • Why do Projects fail ?
  • How do you make them successful ?
  • APs experience
  • Q A

3
Using ICT 4 GG
  • Challenges Opportunities
  • in the Indian context

4
The Challenges
  • Large population
  • Low PC penetration
  • Low Internet Penetration
  • Shortage of resources
  • Resistance to Change

5
The Opportunities
  • Possibility of large volume of electronic
    services
  • Broadband technologies open up possibilities for
    interactive multimedia services
  • Large pool of IT manpower with software skills
  • Scope for Public Private Partnership

6
7 Cs for Internet to stay
  • There are Seven Cs determining whether the
    Internet will reach Indias villages and stay.
  • Current Alternative power supply in areas
    without electricity
  • Communication Landlines/wireless connectivity
    to internet and online resources
  • Content Information on local specific knowledge
    and in the local language
  • Community Prioritising peoples needs for their
    development
  • Commerce Financial sustainability and viability
  • Context The look and feel and design of the
    site
  • Capacity building Building knowledge or skills
    among the community

7
Islands of Success
  • In Using ICT Tools

ICT Enablement for Citizen Convenience
8
Islands of Success
  • Railway Reservation System

  • Railway Portal web services

9
Islands of Success (2)
ATM network

Banking Services
10
Islands of Success (3)
  • Telecom Revolution
  • STD network
  • Mobile Phone Network

11
4
CABLE TV NETWORK BOOMING BUSINESS !
12
E-elections in the land of contrasts  
                             A mammoth task An
election official climbing on to an elephant on
his way to  duty at Nartap in the Guwuhati
constituency on the Assam-Meghalaya Border.
Elephants, horses and country boats are being
used for carrying the electronic voting
machines and other material to remote areas in
Assam.
  • India shows the way
  • A voters name need not be verified the
    traditional way. In cities such as Delhi, Mumbai,
    Chennai, Bangalore and Hyderabad, the Election
    Commission has installed touch-screen kiosks.
  • Instead of going through an electoral officer for
    the usual verification, voters go directly to the
    touch-screen kiosk for the same purpose.
  • Enquiries regarding verification of electoral
    rolls have been entrusted to the Parishkaram
    call-centre.

E V M
http//mauritiustimes.com/140504gunna.htm
13
Raising Investments Through Future Royalties IT
for Employment
Innovations !
14
e-Governance Arena
  • What is going on ?

15
Success Failure Rate
  • 35 of eGov projects are total failures
  • Initiatives not implemented
  • Initiatives abandoned immediately
  • 50 of eGov projects are partial failures
  • Stated goals not achieved
  • Initial success but failure after an year
  • Success for one group but failure for others
  • 15 of eGov projects are successes
  • All stakeholders benefited
  • No adverse results

16
Many projects fail due to.
No institutional mechanism in place Lack
of ownership
Mismatch between Expectation and Actuals
Stakeholders not consulted - Their needs
were assumed
  • No Business Model
  • Are users willing to pay??
  • Sustainability at stake

Delays in decision-making on key issues
Too much of change Too little change
17
Indian egov challenges -CFF
  • Presence of passive attitudes and behaviours
    among public servants
  • Insufficient backoffice changes
  • Silo mentality in agencies
  • Insufficient security and privacy
  • Financial Sustainability

18
Greatest Discovery Man had ever made !
  • The Fascination Still Continues !!!

19
Stone AGE
e- AGE
Iron AGE
20
Making egov happen
  • BPR is important before automation
  • Leadership role political and administrative
  • Effective Appropriate Project Management
  • Overall vision and strategy
  • Inevitable resistance to change needs mgt.
  • Develop and ensure required competencies
  • Sharing of info among agencies

21
Formula for Successful design
  • Identify
  • Stakeholders (ALL)
  • Roles and Responsibilities
  • Atleast top 5 info needs of each
  • Measurable outcomes
  • Keep input requirement to bare minimum
  • Ensure all key outcomes are online
  • 20 effort on input design 80 on outcome
  • Never attempt for 100 outcome at ver 1.0

22
A few cases.
  • What worked ? Why ?
  • What did not ?

23
Warana group of co-operatives
  • 100 villages 50,000 farmers
  • Lauched in 1998 by NIC GoM
  • 54 village info kiosks set up
  • Fertiliser inventory management
  • Savings to co-operative US 750,000

24
Lessons Learnt from Warana, Kolhapursugar cane
co-operative
  • Assess Info needs of community
  • Involve community continuously in content
    development with proper feedback mechanism
  • Special emphasis on women and poor peoples
    access to ICT tools
  • Grassroot level operators best for bringing ICT
    to rural communities
  • www.iimahd.ernet.in/egov/ifip/apr2002/article3.htm

25
Gyandoot - MP
  • Low volume of transactions
  • Viability in question
  • Average income ltRs.150 pm / Kiosk
  • Mandi prices, grievance registration and
    certificates major services used
  • Kiosks also offer training, photocopying, word
    processing services

26
Gyandoot (2)
  • ICT alone cant improve service delivery to rural
    poor
  • Significant re-engineering of backend processes
    needed
  • Institutional mechanism to be in place for
    sustained use
  • Introduce more services that directly contribute
    to poverty alleviation
  • Current ICT solution too costly for the level of
    usage being experienced

27
From Successful Pilot to Sustainable
Implementation
Hole in the Wall NIIT Experiment
28
AP EXPERIENCE
29
Range of egov initiatives
Eseva CARD CFST Parishkaram
LRMIS APonline MAMIS
  • Treasuries
  • IFIS
  • CMOMS
  • Caringgov
  • eprocurement

FHIMS Telemedicine
  • VATIS
  • e-COPS
  • APNET
  • 1000 schools
  • MSIT

APCIO JKC SKF HRMS
30
Electronic Service Delivery Maturity Model
AP is at Level 4
31

A Citizens Right to Convenience and Comfort
32
You R in Q Please Wait !!
33
Birth of TWINS
  • TWINS (Twin Cities Integrated Network Services)
    Started as a Pilot in Banjara Hills in December
    1999
  • Eight services - electricity, water, property
    tax, registration of birth, registration of
    death, issue of birth certificates, issue of
    death certificates reservation of APSRTC
    tickets offered.
  • Services were provided by connecting to the
    databases of respective departments using ISDN
    lines on real time basis.

34
TWINS RECHRISTENED E-SEVA
35
Roll Out Of eSeva
  • eSeva launched on Public Private Partnership
    (PPP) model in August 2001
  • Centers established on Build Own Operate and
    Transfer (BOOT) model for a period of 5 years.
  • According to this,
  • Government - building with required electricity
    supply, furniture, operators, Managers and
    Accountants.
  • M/s. CMS Computers Ltd - hardware,
    Air-Conditioning, Queue Management System etc.
  • M/S. RAM Informatics - develop software for all
    G2C services and maintain it.

36
Customer goes to different departments for
different services..
Department 1
Process 1
Service 1
Service 1
Department 2
Process 2
Service 2
Department 3
Process 3
Service 3
Department n
Process n
Service n
eSeva System
Centre of eSeva
eSeva Network
Department X
Process X
Customer goes to any counter in any center for
any service.
37
Current Status
  • Centres operational 249
  • Municipalities covered 116
  • No. of Services 155 in twin cities
  • 51 in Districts
  • Participating Departments 13 GoAP
  • 2 GoI
  • 10 Pvt. Sector

38
PERFORMANCE OF eSeva SINCE INCEPTION
39
Traditional Vs e-SevaLocation Vanasthalipuram,
Hyderabad
3 Million satisfied citizens every month !!
40
CARD
Computer-aided
Administration of
Registration
Department
41
Rated as Best E-gov project at National Level -
Gold Medal in CSI-Nihilent Awards 2004
http//igrs.ap.gov.in/
Computer-aided Administration of Registration
Department
42
Functions of the Regn. Dept of AP
  • Registration of deeds
  • Valuation of immoveable properties
  • Collection of revenue
  • Stamp duty, Transfer duty Regn fee
  • Preservation of copies of documents
  • Issue of certified copies of documents
  • Issue of encumbrance certificates
  • Registration of Societies, Firms, Chit Funds,
  • Non-trading Companies, Marriages

43
Problems of the Manual System
  • Age-old procedures work ' culture'
  • Lack of transparency in valuation
  • Copying of documents
  • laborious
  • prone to mistakes
  • Preservation of documents
  • No security from natural calamities fire,
    floods etc.
  • Consumes lot of space
  • Deterioration of quality with age
  • Retrieval of documents cumbersome
  • Heavy manual work in the back-office
  • copying, indexing, accounting reporting

44
Steps in Registering a Document
  • Ascertain market value of the property
  • Calculate Stamp duty, transfer duty
  • registration fee

3. Purchase stamp paper
4. Get the document written
5. Procure enclosures as required
6. Present the document to sub-registrar
7. Scrutiny of document by sub-registrar
45
Steps in Registering a Document
(continued)
  • Valuation of the property including spot
  • inspection by sub-registrar

9. Payment of deficit stamp duty
10. Purchase stamp paper
11. Copying / filing of document in register
12. Indexing
13. Accounting
14. Return of the document
46
Objectives of CARD project
  • To demystify the registration procedure
  • To enhance the speed , reliability
    consistency
  • of the system
  • To provide transparency in valuation
  • To replace copying/ filing system with
    imaging
  • To preserve the documents on CD's
  • To automate all the back-office functions.
  • To create a system that enables setting
    quality
  • TIME standards for all registration
    services.
  • Above all, TO SMOOTHEN THE
  • CITIZEN- GOVT INTERFACE

47
The CARD Process
Collect Deficit Stamp Duty
Compute Market Value
Print Checkslip
Entry of Basic Details of Document
Immediate
3 min
6 min
5 min
Complete Statutory Procedures
Post entries In Back Office
Scan the Document
15 min
5 min
Immediate
48
Training thru' NIIT / NIC
  • Computer concepts through NIIT
  • Training on CARD software at NIC, Hyd.
  • Rs. 1 Crore spent on training
  • 1583 employees trained so far
  • DRs / DIGs 40 (1 week)
  • ADRs 67 (3 weeks)
  • DPOs 76 (82 weeks)
  • SRs / DEOs 1400 (2 weeks)
  • 3811 manweeks (76 man years!) of training
  • 5 months
  • User manuals on CARD Imaging software
  • released.

49
CARD Service Levels
50
CARD- Status(Feb 99 to Mar 2006)
  • Market Value Assistance Slips 3.07 millions
  • Registration Check Slips 7.88 millions
  • No. of Documents Regd. 8.16 millions
  • Encumbrance Certificates 5.56 millions

51
CARD Service Levels
Time
52
CARD- CSF
  • Active HOD
  • Internal capacity building
  • Business process reengineering
  • Rapid ramping up after careful pilot
  • Focus limited to speed of transaction

53
National egov Golden Icon award winner
For Transparency Efficiency
54
Gaining Popularity
  • eProcurement volume so far (Rs.)
  • 2003-04 564 tenders 1,982 cr.
  • 2004-05 2180 tenders
    15,600 cr.
  • 2005-06 8965 tenders 15,499
    cr.
  • Tender processing time down from 180 days to 36
    days
  • Significant cost savings 17.50 in Irrigation
  • Savings in tender advertisement charges
  • Change Management key issue role of CIOs

55
Critical Success Factors - eproc
  • Political leadership support
  • High level Project Implementation Committee
  • Significant Process Re-engineering
  • Active involvement of Stakeholders
  • Workshops/trainings - frequent
  • Public Private Partnership Model
  • Active Helpdesk
  • CIOs from domain are project leaders

56
FIRST TIME IN INDIA Computerised Mobile Pollution
Checking Task Force
http//www.aptransport.org/
57
CFST (Citizen Friendly Services of Transport
Department)
  • Implemented under PPP Model in all 38 offices
    with 400 counters across the State
  • 10,000 transactions per day
  • 1.96 million Learning Licenses issued
  • 3.17 million Driving Licenses issued
  • 3.43 million Vehicle Registrations done
  • CSF
  • Citizen Centric focus constantly meeting
    expectations
  • Staff transformation citizen charter
    implementation
  • Robust technology and ease of use

58
Factors 2 B kept in F O C U S
59
Factors 4 Egov Success
ENABLERS
Ext. Pressure
Project Mgt.
Change Mgt.
Int. Political Desire
Overall Vision Strategy
60
Factors 4 Egov Failure
www.egov4dev.org
CONSTRAINTS
Poor Project Mgt.
Poor Change Mgt.
Dominance of Politics Self-interest
Lack of Vision Strategy
IT Vendor driven
61
If you want to increase your Success Rate,
double your Failure Rate -
Thomas Watson, Sr. Founder IBM
  • Never Walk away from failure. On the contrary,
    study it carefully and imaginatively for its
    hidden assets
  • - Michael
    Korda -

62
Summing Up
  • Citizen-centric not system-centric
  • Plan eGovernance around services to be delivered
  • Simple themes with large user-base
  • Careful pilots rapid ramp-up
  • Shared infrastructure, databases, applications
  • Use of Public Private Partnerships
  • Focus on people and change management

63
More details at www.egov4dev.org/causefactor.htm
THANK YOU !
praghuveer_at_ap.gov.in
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