LOKVANI(The Voice of Common Man)

An e-efforteffort to empower common

man 28th November, 2006 at IIM Lucknow

By

Amod KumarDistrict Magistrate, Faizabad

Outline of presentation

Relevance of e-Governance for India Demonstration & technical details of

Lokvani (WHAT?) 1. Front-end 2. Back-end Process of implementation &

administrative details (HOW?) e-Governance issues

Developed Country by 2020

Our President’s vision

India can’t be a Developed Country

if It is not e-Governed

Why?

Large Population

Wide Spread Corruption

Implementing RTI Act 2005 is impossible

without e-Governance.

Slow & lethargic bureaucracy

Long decision time

Can we be e-Governed nation?

Our Past Successes

• Bhoomi

• Railway Reservation System

• Banks

• E-Seva

Bhoomi

Railways

Banks

Our Role Models

Computerized railway reservation system

Bhoomi, Karnataka

What is Lokvani?Lokvani

is an Internet kiosk based G2C interface

for providing various information and public

grievance redressal in a transparent, accountable and time-bound manner

by forging effective Public-Private Partnership

(PPP)

Welcome to LOKVANI…

www.sitapur.nic.in/lokvani

?

Public Grievance Redressal -Existing System

Senior Officers

Departmental officers

Field levelofficers/employees

Common man

Public grievance redressal-Lokvani System

Lokvani Lokvani ServerServer

DMDMofficeoffice

Concerned Concerned DepartmentDepartment

Third Party, Third Party, Lokvani KioskLokvani Kiosk

customer

Lokvani & RTI Act…

CustomerGovt.office

Lokvanikiosk

NIC

DMOffice

Dispute resolution

scan

Online requestrequest

Scanned onlinecopy

forw

arde

d

Hard

copy

onlineonline

Hard copy

Lokvani & Single Window Kenrda

customerGovt.office

Single Window Kendra

request

certificate

forw

arde

d

Certifi

cate

issu

ed

in ti

me

Typical Lokvani kiosk…

Average Income of Kiosks (from single service)

S.No. Lokvani Centre No of Complaints

Received (till Jan 06)

Amount Collected (Rs.) (in 14 months)

Income per Month

(Rs.)

1 Sitapur -2 12912 322800 230572 Biswan -2 5607 140175 100133 Sitapur -1 5151 128775 91984 Laharpur -2 2965 74125 52955 Mahmudabad -1 2824 70600 50436 Sidhauli -1 2804 70100 50077 Mahmudabad -2 2754 68850 49188 Misrikh-3 2362 59050 42189 Sidhauli -3 1548 38700 2764

10 Maholi -2 1519 37975 271311 Misrikh -2 1497 37425 267312 Sitapur-7 1423 35575 254113 Biswan -1 1308 32700 233614 Reusa -1 1015 25375 181315 Hargaon -1 1014 25350 181116 Laharpur -1 891 22275 1591

3709 Average Income(for kiosks established in Nov 04) 

Viability of the Kiosk…

Kiosk - Services Offered Vs Income

No of Services

Inco

me

Income ofKiosks

Viability of the Kiosk…

Kiosk - Reach of Kiosks Vs Income

Reach

Inco

me

Income ofKiosks

Viability of the Kiosk…

Kiosk - Sustainable Income

Increase in Reach + Increase in no. of services

Income

IncomeofKiosks

Online court cases, cause lists, judgements Online Electoral Rolls Vehicle Registration, Driving License Payment of electricity bills, phone bills Ration cards and allotment to qotedar. Police thana computerization / networking

connectivity Tourist Related information Daily rates of Fruits/ Vegetables/ Grains Online pensioners info. / Installation of IVRS –

SMS Parivar register Database (Rural & Urban) All employees Database University/ College info. (Seat Availability,

Admission)

Proposed Services…

Health info. (All Hospitals/ Nursing Homes/ Laboratories)

Recovery Certificates (R.C.s) Industries info (Durry exporters etc.) Registry of properties Banking Services Drinking Water facilities Database Development from MP/MLA funds Khasra and Jamabandi records SC/ST tracker

Proposed Services (Contd…)

Kiosk operators are partners & motivators

Cost saving

Taste of convenience , no roll back

Public satisfaction

Most ignored group, feeling of regaining faith in administration

Will it Sustain?

Strengths of Lokvani… Transparency and accountability to

complainant. Complete transparency in all works /

schemes / beneficiaries / selection / expenditure etc.

Compulsion to come to District / Tehsil Head Quarter avoided.

Effective monitoring of all complaints / grievances.

24X7 services. Monitoring of performance of district level

officers is possible by senior officers at state headquarter.

Achievements… More than 70,000 complaints registered and

68000 disposed off in about 20 months.

First successful e-Governance project in Uttar Pradesh

First District in country to provide On line Land records on Internet in Hindi.

Government of has come out with a G.O to implement Lokvani in all Districts of U.P

Uniqueness of Lokvani• First successful zero support based PPP

model for kiosks in the country

• Profit and competition can overcome power shortage, illiteracy, poverty, adverse socio-political conditions, lack of professional work culture

• 70000 rural people using it in just one district

• Going beyond just provision of services to make the govt. accountable and giving the citizen the right to answer

Awards…

Dataquest e- gov Champion Award-2006

Winner of Golden Icon Award at National e-governance Conference-2006

Won special mention (second place) in Public Administration category at Stockholm Challenge Awards 2006.

Awards (contd…)

Manthan Award for best e-Content in 2006

Microsoft Award in e-governance Conference-2006

Intelligent Enterprise Award from Indian Express

Constraints Mindset of government functionaries Lack of satisfaction of meeting personally with

the officer Enclosures cannot be attached with

application Possibility of fake complaints Sustainability Quality vs. Quantity

How we did it…?

Sept. 2004 Studies of Similar initiatives in Dhar(M.P) and Jhalawar (Rajasthan).

Sept.-Oct. 2004

Plugging the loopholes and designing a new system in consultation with all District level officers.

Oct.2004 Establishment of a registered society “LOKVANI, SITAPUR” at district level.

Nov.2004 Registration, training and agreement with already running computer centers/ cyber cafes in the district on a fixed fee (Rs. 1000)

How we did it Contd.

Jan.2005 Weekly monitoring of performance

Feb.2005 brought on internet

Feb.2005 Land Records on Lokvani

Apr.2005 dashboard added

May.2005 Muster Rolls

Jun.2005 Status of Arm Licenses

Jun.2005 On Line Tenders

Jun.2005 IVRS Introduced

Nov.2005

March2006

Single window kendra (SWK) opened

RTI use through Lokvani

Lessons Learnt… Better copy than reinvent the wheel Seeing is believing Team spirit (giving

credit/appreciation/freedom) Best is the enemy of good Failure is the pillar of success Socializing helps No subsidies No need to be a technocrat PPP is must for sustainability Strategy (calculated moves) Use of media and politicians

Role Model

Our Vision

Road Ahead…

Making kiosks a single window ATM for all citizen related government services of the state and central government.

What is e-Governance ??

There are innumerable definitions of e-Governance, but all are focussed on …..

Citizen & Good Governance

In our view e-Governance is ...

Utilizing the ICT Services as a highly effective enabling tool for Good Governance in the shortest time frame, and to empower citizens through knowledge and information.

Elements of e-Elements of e-GovernanceGovernance

Faith & Commitment

Outside looking-in approach from perspective of citizen, customers, partners & suppliers

Citizen empowerment & constant feedback

Re-design processes to create value proposition for customer & employees

Be prepared for change

Culture of sharing & teamwork

Support from outside – legislators, media, citizen

A tool to deliver goods & services efficiently, interactively in the shortest possible time and lowest possible cost.

e-Governancee-Governance ChallengesChallenges

Change is a challenge, but no challenge is

insurmountable.

Simplification of Process & reforms in the way Government

works

Changing the mindset of people, their approach &

attitude

Hardware, Software, Networking, Platform,

Integration

Bringing speed, efficiency and transparency

Procedural Issues

Change Mgmt Issues

Technological Issues

System Issues

20

35

40 5

e-Governance:Components of Success

% Luck%Change management

%Business Process Reengineering

%Technology

Challenges of e-Governance

in U.PComputerization seen more as a publicity tool, a fashion than for any real purpose. Hence no people’s support for it.

Mindset of Government employees (fear of losing extra income).

More efforts for G2G than G2C, leading to no perceptible benefits to common people.

Infrastructure, power, and communication problems

Education, illiteracy

Whether you like it or not, you have no choice but to implement e-Governance.

The only choice you have is to choose your favorite dish

from a big menu…….

Some dishes….• Police• Court work• R.C.s computerization• Integrated land management system• Monitoring of officers (MIS)• Unique citizen id• Election (GIS)• RTI• Blocks• Items of e-Seva• Birth to death approach

Garib Jaan ke humko na tum bhula dena,

Tumhi ne dard diya hai tumhi dawa dena

Thank You