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e-Governance
Transforming the Government
Presentation to World Bank Workshop
at New Delhi, June 09, 2010
Ashis Sanyal,Senior Director
Department of IT, Govt. of India
2
Definition of e-Governance
e-Governance is a spectrum of technology inspired strategies adopted by governance to achieve
Transformation and efficiency in their administration
Agile and responsive service delivery
Strengthened transparency and accountability
An enhancement capacity to function
3
Desired outcomes from e-Governance
Improved citizen service Capacity Development
Citizens – “Knowledge Society” Government – “Information Workers” Businesses – “New Economy”
Better integration of information Economic development Improved accountability / transparency Per Agency Benefits
Reduced cost Improved reliability and quality
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Is there any distinction between e-Governance and e-Government ?
e-Governance subsumes e-Government as Governance is a broader notion than government
e-Governance refers to processes which use ICT for enabling transactions between stakeholders and the government
e-Government reflects efficient delivery of services by using emerging technologies
e-Governance concept encompasses the State’s institutional arrangements, decision-making processes, relationships between government and public
e-Government reflects largely on improving administrative efficiency
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Features of Good Governance
Equity & inclusiveness of all citizens
Citizen-centric processes
Responsiveness of institutions & processes to all stakeholders
Greater participation by citizens
Accountability of decision makers to the public
Transparency through access to information
Effectiveness & efficiency of processes and institutions
Rule of Law – fair and impartial legal frameworks
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Benefits of e-Governance
Benefits of e-
Governance
Cost Reductions
Less Corruption
Increased Transparency
Revenue Growth
Greater Convenience
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ICT & e-Governance
Information and Communications Technologies (ICTs) are only an enabler in e-Governance.
Governments can leverage the ICTs to deliver information and services to citizens.
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e-Government
e-Government uses technology to transform relationships with
Citizens
Businesses and
Other government agencies
e-Government is
Not about ‘e’ but about Government
Not about computers & websites but about citizens & businesses
Not about translating processes but about transforming processes
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Types of e-Government Applications
Government
Government to Citizen(G2C)
Government to Business Enterprises
(G2B)
Government to Employee(G2E)
Government to Government(G2G)
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Government to Citizen (G2C) - I
G2C can be delivered either manually or online
Benefits to citizens from online services Cost & time saving
Better quality of service
Easy access to information
Multiple delivery channels
Possibility of self service
Less corruption
11
Government to Citizen (G2C) - II
Examples
Issue of record of rights and mutation of land records
Issue of driving licences
Registration of property documents
Delivery of various municipal services
12
Government to Citizen (G2C) - III
Objectives
Reducing administrative
corruption
Improving delivery of services to citizens
through a single window delivery
mechanism
Enhancing transparency of
Government activities
Empowering citizens through participation in decisions that
affect them and through effective feedback and
grievance redressal mechanisms
13
Government to Citizen (G2C) - IV
Lower costs of accessing services
Enhanced quality of service and
greater convenience
Lower Corruption
Enhanced geographic coverage to reach larger
segments of the population
Direct Benefits
Reduced time for obtaining
service
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Government to Business Enterprises (G2B) - I
e-Governance provides considerable benefits to businesses, such as:
Greater ease of doing business with Government – Single Window Concept
Improved transparency and speed of services
Better investment climate
Hassle-free channels
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Government to Business Enterprises (G2B) - II
Benefits of Government
Tax collection
Customs
e-Procurement
Investments in such systems have a quicker payback due to increased revenue collection
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Government to Government (G2G) - I
G2G applications aim to improve data sharing and
communication among Government agencies through:
Automation of processes
Electronic workflow
Better monitoring of civil servants
17
Government to Government (G2G) - II
Key benefits Increased efficiency through automation of work Improved mechanisms for performance monitoring Higher productivity by interconnecting government offices /
agencies by sharing data, documents and improve communication
Significant reduction in costs due to paperless environment Reduction in administrative burden of decision makers More informed decisions by Government due to readily
available, easily retrievable and effective analysis of information
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Government to Employee (G2E) - I
Examples Online services of payrolls Tax information Pension related services Gradation list Information on General Provident Fund Account Administration related government orders / circulars / rules etc. Human resource training and development
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Government to Employee (G2E) - II
Key benefits Empowering employees to manage their own transactions Significant reduction in administrative costs Increase transparency by providing vital, relevant information
to government employees on matters related to their employment
20
Evolution of Government Services
Manual
Service Islands (Client –Server / LAN)
Connected Services (Wide Area Network)
Seamless Services (Connected Government)
E-Governance:Opportunities & Challenges
Opportunities in
e-Governance
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E-Governance provides opportunities to govern the least
What are the elements to enable e-government services 20% Technology 35% BPR / GPR 40% Changing Organizational Behaviour
Institutional Individual Legal
5% Luck !
In the above scenario is there any sense to make bad processes work faster through technology ?
Good governance is that which governs the least !
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Then what we should do ?
Allocate adequate time, effort & fund To re-engineer processes To changing organizational behaviour
We have to build capacity within for doing above We have to have commitment at the highest level
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e-Government provides opportunities to advance the agenda of good governance
Transparency Efficiency Fiscal Reforms Anti Corruption Empowerment Poverty reduction
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Governance Business Model is changing
Change Agent
Cost Reduction & Control
Downsizing/Restructuring
Cash Flow/Capital Assets Training
Access to Technical Skills
IncreasedFlexibility
Centers ofExpertise
TechnologyChanges
New Governance
Business Model
Business Changes
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Governance Environment is changing
Non-Core Competency Functions
High Cost / Low Productivity Functions
Layered Functions
Highly Leveragable Functions
Outsourcing is the new “Mantra”
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There are Opportunities to change Government Environment - I
Paradigm Shift in Procurement Processes Service procurement against Product procurement
ICT Imperatives – Government Online Technology GPR Change Management Legal Changes
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There are Opportunities to change Government Environment - II
Public - Private Partnership is the key ?
Public i.e., Government has to be the driving force behind partnership
Given the scale of required resources, PPPs are necessary to enlist private funds for public projects
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There are Opportunities to change Government Environment - III
PPP for core government functioning Structuring of Front-end Structuring of Back-end Middleware for all Technical, Financial and Management
parameters
Sustainability through PPP business models for reduction of cost of delivery of services
31
Public Private-Partnership for changed Governance Business Model
Combining accountability with efficiency Pace of Implementation Resource Sharing Complexity & size of project Weathering the storm
Creating stakes outside system of Governance
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ICT can leverage PPP more efficiently
Private participation in ICT projects can enable scarce government resources to be used for other social services
Can improve efficiency of ICT use by bringing in innovative project design
Would delegate activities and risks to those best able to bear them – tasks and functions from outside rather than performed in-house
Sharing of knowledge, infrastructure, data Opportunity to
Use of specialist services Give longer term flexibility Increases capabilities and capacity
Challengesin
e-Governance Implementation
34
Key Challenges for Government
Putting in place the right policies and strategies Creating, sustaining and strengthening the necessary
institutional mechanisms Ensuring robust and appropriate funding streams Resistance from vested interests Creating and nurturing administrative and political
capacities and structures to drive projects Getting multiple organizations and people to work together Creating, training, empowering, incentivizing and stabilizing
project leaders ICT Infrastructure
35
Proper Conceptualization and Planning
Deploy adequate skill and expertise for proper conceptualization and planning
Allocate financial resources for Project Development Indicate clear objectives, define intermediate milestones and
identify ultimate deliverables Assess feasibility, risks and strategize Thrash out Implementation Plan
36
Envisioning Realistic Mission
Strategize the Mission keeping in view of the limitations of Govt. processes.
Address the procedural, departmental, legal and even the constitutional constraints in the project implementation plan.
Propose solutions which are practical and achievable Avoid gap between Vision and Reality Manage the stakeholders’ aspirations efficiently
37
Understanding Governance well to implement e-Governance
Appreciate the government processes and the institution of governance
Try to fit solutions in the governance needs subject to Governance Process Re-engineering
Realize that Governance is a complex structure having social, economic and political ramifications of every decision it takes
38
Top Leadership to Initiate Reform
Lower strata adopted well so far Example: Railways, Public Sector Banks, Postal Services
Institutionalize the on-going reform process to remain unaffected with change of guard
Impart skills at the top levels to make them efficient ‘Change Agents’
Break the bottleneck at the Top of the Bottle
39
Designing the Solutions as per the Need
Do not allow vendor-driven solutions to shadow or override your needs
Acquire requisite basic skills and expertise to understand your needs for hardware, software, databases, operating systems etc.
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Focusing on Governance rather than ‘e’
Appreciate that e-Governance is not about IT Remember that e-Governance is about
20% Technology 35% Govt. Process Re-engineering 40% Change Management 5% Luck
Focus on governance elements move, IT as an enabler for improved governance
41
Identification of the Stakeholders
Identify all the Stakeholders in the project
Adopt outside-in approach rather than inside-out approach
Consult all stakeholders to capture their needs to make it win-win for every one of them
42
Designing the Project with Realistic Timelines
Estimate the efforts properly to arrive at realistic timelines for the deliverables
Allow adequate time for training and adoption by stakeholders
Do not compromise quality in racing for unrealistic timelines After all, Rome was not built in a Day!
43
Institutionalization of Project
Institutionalize the project processes after it is initiated by a Champion
Establish Project/ Program Management Units, wherever feasible
44
Avoiding Procedural Loops
Design carefully the project processes Sometimes project approval processes take more time than
implementation
Establish Empowered Committee, wherever feasible in place of long approval processes
45
Encouragement to Reformers
Adopt a policy to encourage Reformers
Carefully discourage “Doubting Thomases”
Incentivise lower level operating staff, wherever feasible
46
Necessity of Back-office e-Governance
Address all the issues of back-office e-Governance at the planning stage
Integrate the back-office applications with front-office deliverables
47
Sustainable Business Model
Design a sustainable business model, always
Adopt appropriate PPP model, wherever feasible Technology, Manpower, Other resources
Understand PPP to clarity PPP is not Public Money for Private Partners ! Appreciate the meaning of Partnership
48
Think Big, Start Small, Scale Fast
Do not initiate the Project for high-scale implementation
Do not take up Big Bang approach which proposes radical changes in the processes leading to high level of resistance and constraints
One needs to warn up before taking a race !
49
Adequate Stakeholder Consultation
Consult Stakeholders as much as possible to capture their perception and expectation
Do not neglect any advocacy coming externally and even internally
Accommodate all suggestions as far as feasible to increase acceptability of the project at a later stage
50
Centralized Initiative, De-centralized Implementation
Design ownership of the project appropriately
Carry out detailed Feasibility Study
Integrate necessary linkages for federal, state and local level governance activities
Initiate Pilot implementation with detailed Plan roll-out in phases
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Summary and Conclusion - I
In e-Governance it is possible to govern the least
There are opportunities to advance the agenda of good governance by providing transparency, efficiency, accountability, reliability and empowerment
There is an opportunity to provide paradigm shift in the entire government procurement processes
There is a possibility of utilizing external expertise, resources through PPP model
A “Connected Government” can be actually realized
e-Governance need be properly conceptualized and planned addressing the ground realities and constraints
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Summary and Conclusion - II
Will of Top Leadership is essential
Governance should get priority over IT systems
Stakeholders’ consultation is essential Institutionalization of the project is essential for its
sustainability Innovation should be encouraged and incentivised while
radical and big changes should be avoided as far as possible
Appropriate PPP model may be the key to success for most of the e-governance projects
54
Example G2C: BhoomiOnline Delivery of Land Records - I
Computerisation of land records in Karnataka (Bhoomi project) has reduced delivery time of records to farmers to just 15 minutes.
Bhoomi has improved the transparency and convenience of services First phase of computerisation of Bhoomi was completed in 2002 Printed copy of RTC can be obtained within minutes for a fee of Rs.15
only
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Example G2C: BhoomiOnline Delivery of Land Records - II
Project Features
7 million farmers
20 million land records
27,000 villages
Computer terminals operated by trained staff
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Example G2C: BhoomiOnline Delivery of Land Records - III
Key Benefits of Bhoomi:
200% increase in mutation requests
Rise in revenue
Greater efficiency in service delivery
Decrease in corruption
57
Example G2B: MCA21
MCA21 e-Governance project launched by the Ministry of Corporate Affairs in February, 2006 offers easy, secure services to businesses.
Services are delivered through 3 channels:
Virtual Front Offices (VFO) / MCA21 portal
Physical Front Offices (PFO)
Certified Filing Centres (CFC)
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Example G2B: MCA21
Key Services provided by the project
Registration and incorporation of a new company
Downloading of e-forms; annual and event-based filing of documents e.g., annual returns, balance sheets, profit and loss account statements etc.
Payment of penalty and fees
Tracking and redressal of complaints relating to shares, dividends, etc.
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Example G2B: MCA21
Benefits to Businesses:
Easy registration of companies & filing of returns
Elimination of middlemen
Greater transparency & speed
Better scrutiny & follow up
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Example G2B: MCA21
Benefits to Citizens:
Quick & easy access to records
Grievance redressal
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Example G2B: MCA21
Benefits to Financial Institutions:
Registration & verification of charges of companies
To the Ministry of Corporate Affairs
Better compliance with Company Law
800,000 balance sheets & annual returns have been filed by companies using MCA21 system
62
Example G2G: KhajaneComputerisation of Treasuries in Karnataka - I
Key Features
Electronic Stamping of Bills
Online Budget System (OBS)
Rapid Data Transfer
Classification of Expenses
Khajane invloved networking of all 31 district and 185 sub-treasuries
63
Example G2G: KhajaneComputerisation of Treasuries in Karnataka - II
Key Benefits:
Optimization / Reduction of Manpower
Reduction of Payment Approval Time
Rapid access to District-wise Data
Reduced scope for corruption
Timely, hassle-free payment of bills & pensions
Decrease in misappropriation and misclassification of funds
64
Example G2E: e-PensionA Boon for retired government employees
e-Pension enables pensioners to determine the status and details of their monthly pension online and makes available complete details about their pensions for a 12-month period
e-Pension scheme eliminates issues of manual service delivery such as
Human errors and slow delivery time
Poor redressal mechanisms
Faulty payments