6-mr. jay satyanarayan

8/9/2019 6-Mr. Jay Satyanarayan

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Urban e-Governance.. Opportunities & Challenges

J Satyanarayana IASCEO, National Institute for Smart Government

15th February 2007


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Agenda e-Governance

Opportunities in Urban e-Governance

Governance Problems in Urban Areas

An Approach to e-Governance

Challenges

Mission-Mode Program of GOI


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Essence of Good Governance

Least Governance Deregulation Right-Sizing Partnership

Customer-centricGovernance

Service-centricity Efficiency Joined-up Government

ParticipativeGovernance

Inclusion Communication Consultation


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What is e-government ?It is thetransformationof government

to provide

Efficient

Convenient &TransparentServices

tothe Citizens& Businesses

through

Information & Communication Technologies


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The Four Pillars of eGov

People

P

roces

s

Te

chnolo

gy

R

esources

e-Government


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E-Gov needs a holistic approach

ProcessReform

Management

ResourceManagement

ProcurementManagement

Technology

Management

Knowledge

Management

ChangeManagement

ProgramManagement


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Opportunities for Urban e-Governance

Close contact with Citizen, High Visibility

Large & Concentrated Public Interface

Large IT-aware middle-class

Unique position of ULBs to play a central role Wide-ranging service requirements

Relatively better IT Environment Infrastructure, People GIS tools for Urban Planning

Many Global Best Practices


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Problems in Urban Governance

Poor Delivery Infrastructure Largely manual

Shortage of Resources

Problems of Urban Poverty Pressure of continuous urbanization

Pressure on Environment Sanitation

Traffic, Pollution

Burden of the Legacy Systems & Procedures


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An approach to Urban e-Gov

Goal

Timeline

Internal Efficiency

Integrated Services

Active engagement of Citizens

E-Government

E-Governance


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Strategic Decisions

Adopt Enterprise-wide approach

Implement in Phases Modular design

Leverage PPP models Quick wins followed by visible results every

quarter or half-year

Interlink with other eGov Schemes

Adopt a standards-based approach


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Service Categories

Internal Efficiency

Citizen facing

Business Facing

Developmental


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Internal Efficiency

Revenue Management

Budget & Finance

e-Procurement

Human Resource Management Work Flow Automation

GIS MIS & Statistics

Decision Support Systems


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Citizen Facing Services

Building Plan Approvals

Property Tax Assessments, Payments

Title related services

Birth & Death Change of Address

RTI Grievance Redressal


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Business-facing Services

Trade Licenses

Procurement

Advertisement

Construction Industry Layouts and Building Complexes

Office Space & Housing


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Developmental Services

Public Health

Sanitation Horticulture/Parks

Education Welfare

Civil Works Street Lighting

Town Planning


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eSeva

.. An Example of Integrated Services in Urban Areas


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Customer-CentricApproach

Customer

eSeva Value Proposition

Departmental Support

-Transformation

Enhancedvalue

Intermediaries

Department-CentricApproach

Customer

Intermediaries

Department1

Department2

Department3

Department4

Department5

Fragme

ntedvalue

Service Providers

eSeva Interface

Dept 1

Dept 2

Dept 3

Dept 4

Dept 5


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Salient features of eSeva

Implemented in all Urban Areas of AP (2001-03)

One-stop-shop for citizen/ business services

Open 8 am to 8 pm

Open 8 am to 3 pm on Holidays

One-stop shop for 100 services

Any service at any centre, any counter Efficient Service

3 to 5 minutes per transaction on non-peak days

Good ambience for citizens Electronic Queue Management system

Over 3 million transactions every month


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Before eSeva


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After eSeva


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The Challenges for Urban eGov

Starting Problem ! Top Management busy with the Immediate Work

Conceptualization Problems Lack of Project Development Skills

Implementation Challenges

Process Re-engineering Procurement Problems Project Management Complexities in Building Partnerships

People Challenges Leadership Change Management

Inadequate Resources


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Mission Mode Projectof

e-Governance in ULBs

Under the

National e-Governance Plan

Of

Government of India


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Thrust of the MMP

Strategic PPP Partnerships are key to success

Capacity Building is a pre-condition Core services to be implemented on Priority

Property Tax

Building Approval

Procurement

Accounting & Personnel

Grievance Redressal Birth/Death Registrations

Architectural Models to suit varying requirements


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Conclusion

Immense Scope for e-Governance in Urban Area

Need to design a Roadmap for e-governance ULBs ideally suited to deliver Integrated citizenservices

Enhancing internal efficiency is an imperative

Transactional MIS & DIS

Building people capabilities is critical Internal Citizen

Sustainable operational model is essential

A strategic approach is needed

for success in e-Governance


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Thank You

[email protected]

6-mr. jay satyanarayan

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