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E-Governance An Andhra

Pradesh Experience

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What is e-Government ?

e-Government is the use of IT,in particular Internet, to deliver

public services in a much moreconvenient, customer-oriented,cost-effective and altogether

different and better way.

Douglas Holmes(e.gov)

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Information and Communication Technology (ICT) hasbecome an indispensable tool in the fight against worldpoverty.

ICT Provides developing nations with an unprecedentedopportunity to meet vital development goals such aspoverty reduction, basic health care, and education farmore effectively than before.

Those nations that succeed in harnessing the potentialof ICT can look forward to greatly expanded economicgrowth, dramatically improved human welfare, andstronger forms of democratic government

Role of ICT the UNDP view

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Need for e-governance in India

Widespread red tape in public administration

Corruption in civil services

Slow movement of files and other papers

Ineffective delivery of public services Use of outdated and age old procedures

Lack of access to information

Lack of accountability among public servants

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Advantages

Greater transparency in government operations

Eliminates corruption

Greater participation of people in the governance

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The Challenges

Large population

Low PC penetration

Low Internet Penetration

Shortage of resources

Resistance to Change

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The Opportunities

Possibility of large volume of electronic services

Large pool of IT manpower with software skills

Scope for Public Private Partnership

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Problems

Lack of coordination

Lack of infrastructure

Lack of comprehensive vision and plan

Lack of political & bureaucratic willAbsence of public awareness and response

Unreasonable secrecy in administration

Lack of transparency

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Solutions Create adequate infrastructure facilities Making IT education compulsory in all educational

institutions

Imparting training in IT to all officials/staff

Initiating administrative reforms in relevant areaslike office procedures,filingsystems, budgeting,accounting,

procurement,inventory etc.

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What Citizens Want ?

All Govt. Services under single roof just like

shopping in a Mall

To see single face of Govt.

To get timely services and response

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How Citizens need can be met ?

Impossible by manual method even if

possible, expensive & time consuming

eGov with multiple delivery channels canrender services at a single point / door

step

eSeva ATM, Bank , Webs ite, K iosks, Doo r

Service(APOnline)

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Single face of Government can onlybe achieved through collaboration,

co-operation and integration among

Govt. Departments / Privateagencies

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e-Governance Key Benefits

Improved quality

of citizen services

Improved internal

efficiencies

Better enforcement

of law

Education &information

Promotion of otheractivities

Just as e-business is transforming the private sector,

e-government will transform the governance.

However, the e-government transformation is costly and fraught

with political, operational and technology risks.

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The scope of e-Governance

Electronic Service Delivery (G2C)Delivering information and services electronically to citizens.

Government to Business Transactions(G2B)Delivering information and transacting electronically with

businesses.Government procurement and infrastructure projects.

Internal Government Administration (G2G,G2E)Improving efficiency, effectiveness, and transparency of intra-

department and inter-department interactions within government,and with government employees.

Foreign Trade (G2X)Increasing exports and tourism

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APs Approach to eGovernance

Services designed from the point of view of theusers citizens and businesses

Convenient single window services

Choice of multiple delivery channels

Integrated help desk and call centre for allgovernment services

Shift from a novelty to an expectation

and from an expectation to a matter of rightA citizens right to convenience and comfort

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To create an integrated information network spanning the whole state

which is

Voice, Data & Video capable

Scalable

Built on Open Standards

Cost-effective

Reliable

Supportive of our e-Governance vision Leading to single point of access to the citizen

And is, above-all

The best in the world

The Mission

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Growth of IT industry in the State

Growth of software exports

Creation of more employment avenues and

potential

Attracting investments from out side the state

Providing high quality services in all spheres

Promoting knowledge as a key resource for

economic progress of individual and institutions.

IT Policy 2000

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IT Policy 2000

Economic Development

Quality of Life

Good Governance

Investments in IT

Exports

Employment

IT for Education

IT for Healthcare

IT for Rural Developmen

High Internal

Efficiencies

Anytime, anywhere

Citizen Services

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85945

126920151789

187450

239000

0

50000

100000

150000

200000

250000

300000

1997-2004 2004-2005 2005-2006 2006-2007 2007-2008

Emp

loym

ent

Year Wise

IT Employment in Andhra Pradesh AnUnprecedented Growth

employment

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5025

8270

12521

18582

26122

0

5000

10000

15000

20000

25000

30000

1997-2004 2004-2005 2005-2006 2006-2007 2007-2008

Expots(Rsin

Crores)

Year Wise

Rapid growth of IT Export in the state

Export

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35334341

6101

8001

10101

0

2000

4000

6000

8000

10000

12000

1997-2004 2004-2005 2005-2006 2006-2007 2007-2008

Investments(RsinCrores)

Year Wise

IT Investments in the state

employment

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Citizen Centric Governance

AP had extensively used technology for improving

service Delivery

Many e governance initiatives have beenimplemented across the state

Today about 10 million transactions take place every

month electronically

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Key Enablers for egov in AP

Well Defined Policies ICT, Architecture, Standards , Security, Website,

Policies revisited Inputs from Think tanks

Core Infrastructure in place

APSWAN, Multiple Delivery Channels*, APNET-KU

Band, APSCAN

Well laid out e-governance Blue Print

Roadmap for 50 departments by PWC Being revised

under NeGP now

Focus on PPP models

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Key enablers for egov in AP

Centralized Databases

Citizens (MPHS); Land Records; Vehicles & Licenses ;

State wideroll out

Registration, Revenue, Treasuries, Transport, Commercial

Taxes, Municipal Administration, PHCs, Rural Water Supply

Strong Political Commitment

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e-Readiness IndexIndian States

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The approach

Creation of IT infrastructure

Initiating e-governance projects Development of Human Resources

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Creation of Infrastructure

High Tech city

Fiber Optic connectivity

Policy on Right of Way

Satellite CommunicationsA modern International Airport

International Convention Center

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HiTECH City World Class Work Space

PhaseI 5.5 Lakhs sft

Phase-II 8.7 Lakhs sft

Allotment of land to IT

companies for setting up

development centers

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AP State Wide Area Network

2Mbps backbone for Data, Voice and Video

AP State Wide Video Network

Multipoint (25)Video Conference Facility

AP Campus Area Network

Links every work place at Secretariat

2000 nodes on ATM Network

Backbone

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Terrestrial Communications

BSNL 25,000 Kms ofOFC

Reliance 2500 KmsOFC

Others 1000 Kms

High speed

backbone

High-Speed digital backbone

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Satellite Communications

INSAT 3B

Ku Band

Distance learning,telemedicine, agricultural

extension, HRD

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AP State Wide Area Network

APSWAN Project Features

Connecting Hyderabad with

2Mbps OFC

23 Distt HQ

Vijayawada

Tirupathi

Linking existing LANs

A truly Networked Administration

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Human Resource Development

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IIIT for IT Education

ISB for Management

Techniques

Engineering & MCA Colleges

MSIT through Distance

Education

Dr MCR HRD Institute

Center for Good Governance

Institute for Electronic

Major Institutions

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IT Talent Pool

Every 4th IT professionalin the Silicon Valley is an

Indian

Every 4th Indian ITprofessional in Silicon

Valley is fromAP

Hyderabad

Silicon

Valley

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An overview of

few e-governance projects

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Departments going on-line

Greater departmental ownership: significant re-

engineering possible

Citizen visit many departments, each one may be

more efficient

Could be a first step in the absence of high band

width network

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Conveniently located Service

Centers

Counters manned by public/private agencies

Multiple services at each location: payment,

licenses, certificates Can quickly move traffic from departments to

service centers

Requires significant coordination

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Self Service through a Portal one stop shop

Back end computerization and Integration needed

for data sharing

High internet penetration; willingness and ability

of citizen to use

Security and mutual trust (builds with successful

outcome)

Usage builds up gradually. Adoption rate has to

be driven.

Requires strong centralized leadership for

extensive co-ordination

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A Citizens Right to Convenience and Comfort

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You R in Q Please Wait !!

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Traditional Vs e-SevaLocation : Vanasthalipuram, Hyderabad

3.5 Million satisfied citizens every month !!

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Citizen Convenience First

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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

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TWINS RECHRISTENED E-SEVA

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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.

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E-Seva A Govt. Mall

Many Services offered at single window

Convenient timings 8 am to 8pm

Works even on holidays

Easily accessible within 2 km radius Designed for citizens convenience

249 centres across state recording 3.5 million

transactions every month

Customer goes to different departments for different services..

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Department 2

Department 3

Department 1 Process 1

Process 3

Process 2

Service 1Service 1

Service n

Service 3

Service 2

Centre of

eSeva

Department nProcess n

eSeva

Network

Department X Process X

eSeva System

g p

Customer goes to any counter in any center for any service.

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Government A Call Away !

Dial 1100 Toll Free 24 x 7 : 365

PARISHKARAM

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Call Centres / Help Desks In Govt.

Sector

100

Police 101 Fire

102 Ambulance

131 Railway Enquiry

140 Airport Enquiry

1097 APSACS

1074 RTA

1073

Traffic Police 1551 - Kisan (GOI)

1912 Power

1913 MCH

1916 Water Works

1098 Child Labour

108 Emergency*

1100 - Parishkaram

* 911 in USA; 112 in Europe and 108 in Andhra

Pradesh

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Ag. Scientist taking a call

PARISHKARAM

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OVERVIEW

Launched as Agriculture Call Centre in July 2003

Extended to all Govt. Departments in Feb. 2004

Toll-free number 1100 within AP - Landline

24 hours 365 days a year

30 seater call centre working in 3 shifts

Capacity to take 10,000 calls a day

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Services Provided

AGRICULTURE: Queries on

Crop Production - Soil Science, Agricultural Chemistry and

Genetics & Plant Breeding

Crop Protection Entomology and Plant Pathology

Horticulture

Information on Marketing prices location wise

Information on Seeds, Pesticides, Fertilizers - availability

Answered by Professors from Agricultural University

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SERVICES (2)

MEDICAL: Advice through a Govt. Doctor

EMERGENCY: for Fire, Police, and Ambulance.

OTHER SERVICES:

Registration of grievancesProvide information on all departments

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SERVICES (3)

INFORMATION: For the student community

Results

Counseling

Exam. datesFees and

Admissions

Employment Opportunities:

Info on recruitment notifications

Eligibility

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Rated as Best E-govproject at National

Level - Gold Medal

in CSI-Nihilent

Awards 2004

http://igrs.ap.gov.in/

Computer-aided Administration ofRegistration

CARD

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CARD(Computer aided Administration of

Registration Department)

Covers all 387 Sub-Registrar offices within

Andhra Pradesh

Transaction time for getting encumbrancecertificates, market value assistance, deeds

registered etc significantly lower

All the above services shortly being madeavailable without any geographical boundaries for

citizen convenience

CARD S i L l

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CARD Service Levels

Service Provided

Market Value Assistance 10 minutes

Registration of deeds 1 hour

Encumbrance Certificates 10 minutes

Certified copies

(Documents Registered through

CARD)

10 minutes

Time

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CARD- Formula for success Active HOD

Dynamic Departmental Champion (CIO)

Internal capacity building

Business process reengineering

Rapid ramping up after careful pilot

Focus limited to speed of transaction

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CFST

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CFST(Citizen Friendly Services ofTransport department)

Implemented in all 38 offices with 400+ counters

across the State

10,000 transactions per day

Citizens can get driving licenses quickly and

comfortably Citizen charter implemented for timely delivery of

services

Vehicle database accessible through mobile

phone to traffic police as well

CFST (2)

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CFST (2)

1.96 million Learning Licenses issued

3.17 million Driving Licenses issued

3.43 million Vehicle Registrations done

Citizen Centric focus constantly meetingexpectations

Staff transformation citizen charter

implementation

Robust technology and ease of use

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For Efficiency and Transparency

E-procurement

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For

Transparency

&

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User Departments

Govt. Departments 11 Pub. Sector Undertakings 15

Urban Local Bodies 57

Universities 4

TTD (Tirumala) 1

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Current Status eProcurement volume (completed) upto 06-07 (Rs.)

2003-04 564 tenders 1,982 cr. 2004-05 2215 tenders 15,600 cr.

2005-06 9981 tenders 15,808 cr.

2006-07 3362 tenders 2,228 cr.

Tender processing time down from 180 days to 36days

Significant cost savings ~ 17.50% in Irrigation

Savings in tender advertisement charges Project won Golden Icon of GoI for 2003-04

PC Quest Award for Top e-gov project in India -

2005

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Business Model.

Technology Partner software and hosting Govt. Capacity Building for users, Hardware

Initially 0.24% of Tender Value to be given to

C1 as its fees by Govt. Departments Subsequently revised to

0.04% of Estimated Contract Value subject to a

ceiling of Rs.10,000 for contracts upto Rs.50 crores

and Rs.25,000 lumpsum for above this Contractor pays this fees along with 10.2% Service

Tax

No financial commitment to Govt.

Electronic Service Delivery

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Electronic Service Delivery

Maturity Model

onSchemes

Benefits

Forms

Information

Level 1Applying online

forSchemes

Benefits

Resources

Referrals

Interaction

Level 2 Online process

ofConsultation

Payments

Receipts

Grievances

Transaction

Level 3 ofAgencies

Processes

Services

Integration

Level 4

AP is

at

Level 4

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Computers - Earlier

Big-sized, Powerless Machines

Difficult to Program

Intimidating Interfaces

Low Storage Capacities

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Earlier..

Minimal Networking

No Remote Computing

Costly

Huge Learning Curve

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Now..

Small Powerful Desktops

User-friendly Interfaces

Enormous Data Storage

Innumerable Applications

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Now..

Easy to learn

PC - Essential Office Equipment

Increased Networking

World Wide Web

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Trends to follow..

Ultra-fast Machines

Smaller, Smarter Gadgets

Applications of every nature

Networked World

Information Superhighway

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Trends to follow..

Email - the primary communication medium

Video Conferencing

Information Kiosks

Your PC - your interface to the World

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Thank Youmcr.bhaskar@gmail.com