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Public sector delivery mechanisms: Success story of Madhya Pradesh

Section Page

Foreword 03

Noteofthanks04

Executivesummary 05

PublicservicedeliveryinIndia 07

Governancechallenges 09

PublicservicedeliveryinMP–SMARTgovernance 10

Transformation of MP

• Casestudy1:PublicServiceGuaranteeAct2010–Promisingserviceasaright 11

• Casestudy2:SamadhanEkDin–One-daygovernance 17

• Casestudy3:CMHelpline–Integratedcitizengrievancehandlingmechanism 19

• Casestudy4:CMDashboard–Real-timeperformancemonitoringsystem 20

• Casestudy5:MPMyGov–Adigitalplatformforcitizens 23

• Casestudy6:UnifiedPortal–Integratedsinglewindowforservicedelivery 24

Awardsandaccolades 25

Roadahead 26

Contents

02Publicsectordeliverymechanisms:SuccessstoryofMP

Publicsectordeliverymechanisms:SuccessstoryofMadhyaPradesh 03

Foreword

Thepurposeofthislegislationwastoenhancetransparency,accountability,responsivenessandinclusivenessintheservicedeliverysystem,andensureequitableaccesstoparticularlydisadvantagedsectionsofsocietyincludingwomen,scheduledtribes,scheduledcastesandtheruralpoor.

Bymakingpublicservicesavailabletocitizensonlineandthrough easily accessible kiosks as a matter of guarantee withinpredefinedtimelines,thepublicservicedeliverysysteminMPushersinanewphaseofreformsguidedbythePSGA(2010)andSustainableDevelopmentGoals(SDG)2030.Withtheforceofalegislationbehindit,thepublicservicedeliverysysteminMPhasmadeaparadigmshifttowardscitizen-centricgovernanceandhasbecomeaninstrumentofempoweringcitizens.

This document has an overview of the various initiatives taken bytheIndiangovernmentinMP,andhowMPgovernmentbecamethepioneeringstateinjump-startingvariouse-governanceandpublicservicedeliveryinitiatives.Thisdocumentcoversthesmartgovernanceframework,variouscomponentsofPSGA2010,andinstitutionalframeworkoftheMPgovernmenttodrivethepublicservicedeliveryinitiativethroughStateAgencyforPublicServices(SAPS)asaprojectmanagementunit.TheactivepartnershipoftheWorldBankformajorfinancingthroughtheMadhyaPradeshCitizenAccesstoResponsiveServices(MPCARS)projectbodyandotherpartnerssuchasGrantThorntonIndiaLLP,NIC,MPOnline(MPO),CMHelpline,MPMyGov,MAPIT,etc.madethisprojectsuccessful.

GrantThorntonIndiaLLPistheProjectManagementConsultant(PMC)forthisproject,andiscontributingtothegovernmentprocessreengineering(GPR),financeandprocurementmanagement,capacitybuildingandcitizenoutreach,alongwithmonitoringandevaluationcomponents.Their contribution also extends to the area of data analytics in e-governance.

Icongratulateallthestakeholders,withinthegovernmentandpartnersoutsideofthegovernment,formakingtheirvaluablecontribution directly or indirectly towards the success of the project.

IamveryhappytobeapartofMP’stransformationaljourneyinthefieldofpublicservicedelivery.MadhyaPradeshisthe first state to take the lead in the Public ServiceGuaranteeAct(PSGA)in2010.

B Chandrashekhar, ExecutiveDirector State Agency for Public ServicesBhopal,MadhyaPradesh

04 Publicsectordeliverymechanisms:SuccessstoryofMadhyaPradesh

ThisreporthasbeenpreparedbyGrantThorntonIndiaLLPincollaborationwiththeStateAgencyforPublicServices(SAPS)underthePublicServiceManagement(PSM)departmentofGovernmentofMadhyaPradesh,India.WearegratefultoMrB.Chandrashekhar(IAS),executivedirector,SAPS,forgivingtheconsenttoGrantThorntonIndiaLLPtoco-brandthisreportwithSAPSandwritingtheforewordforthesame.

Grant Thornton India LLP has been the PMC for the MPCARS projectsinceOctober2016.ThisWorldBank-supportedproject’smainobjectiveistoprovideimprovedaccesstopublicservicestoallcitizensofMadhyaPradesh.WewouldliketothankMrChandraMohanMishra,director,SAPS,MrBhupendraParaste,director,CMHelpline,MrPankajMishra,manager,Co-ord.,MrHemantBhangre,financecontroller,MrAnkitShrivastava,manager,admin,andMrAnkitBhatiforsharinghisinsightsontheprojectandtheirsupportinwritingthisreport.

The valuable contribution from the technical team including MrAmitJainandMrPrabhatGuptafromNIC,thesoftwareteam,M/sTekplay,andtheMPOnlineandMPMyGovteamforsharingprojectdataforthereportiswellappreciated.

Note of thanks


PublicservicesinIndiaaretransformingtomeetcitizens’growingexpectations,createexperiences,andmakeproductiveuseoflimitedpublicresources.Publicservicessuchasissueofrationcards,domicileorcastecertificates,waterorelectricityconnectionsetc.formthemostcommoninterfacebetweencitizensandgovernment,andhencetheservicelevelprovidedbygovernmentiscriticalinshapingthecitizens’senseoftrustandexpectations.Attemptsarebeingmadetoensurerespectforhumanrights,strengthendemocracy,promotetransparencyinpublicadministrationthroughcitizenparticipation,impartiallegalframework,peopleinclusiveness,effectiveness,accountability,transparency,andresponsiveness.

Today,theIndiangovernmentisleveragingtechnologytotransformpublicservicesandaccomplishgoodgovernance.AdoptionofprojectslikeRighttoInformation(RTI),Nationale-GovernancePlan(NeGP),DigitalIndia,CommonServicesCenters(CSC),andSevottamFrameworkofServiceDeliveryaretestimonytothis.

Executive summary

Public services in MP

Casestudy:Evolutionofpublicservices

Public Services GuaranteeAct(PSGA)

Governmentprocessre-engineering(GPR)

SamadhanEkDin CMHelpline

Smart governance MPe-districtportal CMDashboard

MPisshadowingtheIndiangovernmentinutilisingcutting-edge technology and initiatives for good governance to enrich thedeliveryofpublicservices.TheStateisexecutingaWorldbankfundedprojectcalledMPCARSwhichaimsatimprovingcitizenservices,simplifythegovernmentprocessesandstrengthentheperformanceofimplementingagencies.GrantThorntonIndiaLLPisreinforcingMPCARSobjectivesthroughproficientknowledgepartnership.Afewofthekeyrevolutionaryinitiativesarediscussedinthefollowingparagraphs.

PSGA MP is the first state in India that enacted the revolutionaryPSGAin2010toeliminatecorruptionandfacilitateproficientandtime-boundpublicservicestocommoncitizens.

Samadhan Ek Din TheinitiativewaslaunchedasaprojectinMarch2018toensurepromptdeliveryofservicesinaspanofonedaythroughLokSevaKendra(LSK)inanefficient,reliable,transparent,andintegratedmanner.Sinceitsinception,asuccessrateof99.85%hasbeenachievedinsettlingnearly39.94lakhoutofthe40lakhapplicationsreceivedwithinthesameday.

Smart governance Aframeworkofcorrectstrategy,arobustmonitoringandevaluationsystem,accurateaccountability,promptresponsiveness,anddependabletransparency,hasbeenundertakenandimplementedbythestategovernmentforgoodgovernance.

CM Dashboard Itisanintegratedportal,visuallyrepresentingthekeyperformanceindicatorsofapproximately30departmentsandempoweringtheadministration in making informed decisions for citizensthroughappropriateinitiatives.

CM Helpline Ahelplinewasestablishedtoenableagileandresponsivegovernanceinthestatetoaddressresident’sissues,concernsandtakesuggestions,regardinggovernmentschemesandservices.Acitizencancalluptollfreenumber181toregistertheirgrievances,whichisthenattended/resolvedbydesignatedofficialswithinaparticulartimeframe.

MP MyGov IntroducedbytheChiefMinister,ShivrajSinghChouhan,inAugust2017,MPMyGovisacitizenengagementplatformthatempowerspeopletoassociate with the government and contribute towardsgoodgovernancethroughgroupdiscussions,polls,contests,blogsetc.Theportalhassuccessfullyregisteredalmost33,000usersandnearly4,000submissionsforvariouscontestsanddiscussions.

GPR Anotherkeyprogrammeadoptedbythestate,torealiseimprovementintheidentifiedservices,andapplicationofITisreengineeringofgovernmentprocesses.Businessintelligenceanddataanalyticstools are being used to constantly monitor the deliveryofallservicesasperPSGAprovisions.

MP e-district portal Itprovidesautomationoftheworkflowofinternalprocessesandintegrationoftheservicesofdistrictadministrationtorenderexceptionalservicestothecitizens.Approximately200servicesfromvariousdepartmentsareintegratedontheportalandarebeingdeliveredtocitizensattehsil/blocklevelthroughLokSevaKendra(LSK),MPO,andCitizenServiceCenter(CSC).


Source:McKinsey,Industry4.0:ReinvigoratingASEANManufacturingfortheFuture

Overtheyears,relentlesseffortshavebeenmade,toenhancethedeliveryofpublicservicesandstreamlinetheprocessofaccessingthem.Publicservicessuchasissueofrationcard,domicileorcastecertificates,waterorelectricityconnectionsetc.arefewofthemostcommonrequirementsofacitizen.

Stategovernmentsandcentralministrieshavepioneeredvariousgovernanceinitiatives,tousherinane-governmentera.E-governanceinIndiahasprogressedfromnaïveautomationofgovernmentdepartmentstoinnovationsencapsulatinggovernancewithcitizencentricity,serviceorientationandtransparency.

Right to Information Act, 2005 TheRighttoInformation(RTI)ActisoneofthestrategicstepstakenbytheIndiangovernmenttoempowercitizens,promotetransparency,enhanceaccountability,containcorruption,and ensure democracy through legal access to government informationwithinpredeterminedtimelines.Theactmandatescomputerisationofcertaincategoriesofinformationbelongingtopublicauthorities,tofurnisheasyaccessandreducetherequirementformalrequests.

Theinformationthatcanberequestedisasfollows:

• Documentsandrecordsforworkinspection,• Documentsandrecordsofnotes,extracts,andcertified

copies• Certifiedsamplesofmaterialheldorincontrolofpublic

authority

National eGovernance Plan (NeGP) “Make all government services accessible to the common man inhislocality,throughcommonservicedeliveryoutlets,andensureefficiency,transparency,andreliabilityofsuchservicesataffordablecoststorealisethebasicneedsofcommonman.”

Withthevisionstatedabove,acountrywideinfrastructurecontainingtheremotestofthevillages,andlarge-scaledigitisationofrecordsisevolving.Thiswillenableeasyandreliableaccessovertheinternet.Theeventualobjectiveistobringpublicservicesclosertocitizens,facilitatinggoodgovernance.

Tofacilitateresponsible,responsive,andcitizen-centricgovernance,theIndiangovernmenthaspioneeredadministrative restructuring through initiatives like Right to Information,Nationale-GovernancePlan(NeGP),DigitalIndia,CommonServiceCenters(CSCs),SevottamFrameworkofServiceDeliveryetc.Theseinitiativesfocusonthedecentralisationofthegovernmentfunctions,re-engineeringofthegovernmentprocesses,applicationoftechnology,andenablementoflaw.Afewoftheseinitiativesarebeingdeliberatedinthefollowingparagraphs.

Connecting services with people through technology

Public services delivery in India


Digital India DigitalIndiaprogrammeaspirestotransformIndiaintoadigitally-empoweredsocietyandknowledgeeconomy,throughintimate entwining of the Indian talent with information technology.Thisprogrammeenvelopsmultiplegovernmentministriesanddepartmentstoreorganiseandrefocusvariousexistingschemesinasynchronisedmanner.Theprogrammeaims at enhancement and utilisation of the most beneficial featuresoftheNeGPframework.

Theprogrammeisfocusedonthreestrategicfactors:• Digitalinfrastructureasacoreutilitytoeverycitizen• Governance and services on demand• Digitalempowermentofcitizens

Sevottam framework of service delivery ThewordsevottamisderivedfromtheHindiwordssevaanduttam,meaningexcellenceinservice.

IntroducedbytheDepartmentoftheAdministrativeReformsandPublicGrievances,theSevottamframeworkprovidesaqualitymanagementsystem(QMS)tomeasurethequalityofpublicservicesdeliveryinthecountry.Themodeldeliversaself-assessmenttooltoanalysethegapinthequalityofservices,establishesadesirablebenchmarkstandardofqualityofservices,andaratingmodeltorewardorganisationsthatareperformingbetter.

Theframeworkhasthreekeycomponents:

• Citizencharterandservicestandardsforkeyservicesalongwithtimelinestokeepthecitizensinformed

• Publicgrievanceservicestoreceive,redressandpreventcomplaints

• Servicedeliveryenablerslikecustomerfeedbacktoprovideservices matching the desired standards

Common Service Centers (CSCs) CSCs,conceptualisedunderNeGP,providesaconsolidated,integrated,andcollaborativeframeworkfordeliveryofelectronicservicestotheremotestofthevillagesinIndia,therebycreatingadigitallyandfinanciallyinclusivecivilisation.

Focusedonruralcitizens,CSCsareplacedasinstrumentstoencourageruralentrepreneurshipandimprovethelivelihoodsofcitizensthroughsimplifiedaccesstonumerousservicesandschemes.


Governance challenges

Irrespectiveoftheprogressiveeconomicgrowththathappenedinnearlytwodecades,publicservicedeliveryinIndiaisinsufficientascomparedtootherdevelopingcountries.Corruptionsupplementedwithimperviousrulesandprocedurescausesaprolongeddelayinthedisposalofpublicmatters.Itnotonlyhelpswiththebenefitsofglobalisationbutalsoprohibitstransparency,accessibilityandaccountability.Itmushroomspoorcommitmentsthroughopaquerulesandprocedures.

TheIndiangovernmentisemployingtechnologytorestraincorruptionandmakepublicservicesdeliverymoretransparent,accessibleandaccountable.Suitablecapacitybuildingprogrammeshavebeeninitiatedforaccomplishingaparticipativesystemofgovernanceinwhichpeopledeliveringpublicservicesaremotivatedbythecontentmentachievedbydoinggoodforpeople.

Internationalgrowthcentre(IGC)supportsthefollowingpolicyreformstoimproveandenhancepublicservicedeliveryinIndia.

Strengthen capacity of local governments Implementationofcountlesspublicprogrammescanbedauntingduringtheinitialstageofassumingtheappointmentofthepublicservicedeliveryofficer.Thisnotonlyneedsmanpowermanagementskillsbutalso,indoctrinationofthesenseofcontentmentintheartofgiving.Therefore,capacitybuildingexercisesofpublicofficialsmayensureaneffective,transparent,andacorruption-freeimplementationofpublicprogrammes.

Rewarding performance of service providers Performanceofpublicsectorworkersdefinestheeffectivenessandperformanceofpublicservicedeliveryindevelopingcountries.Governments,atalllevels,arestrugglingtorecruitcandidateswithspecificcharacteristics.Additionally,keepingthe candidates motivated for long is also challenging in the absenceofperformance-basedincentivesduetoinflexiblebureaucracyandfirmbudgets.

TheIGCgrowthbrief2017,named,‘Rewardingbureaucrats:Canincentivesimprovepublicsectorperformance?’advocates“Well-designedfinancialrewardslinkedtojobperformancetoimproveoutcomesandcarefullydesignednon-financialincentivesformotivatinggovernmentworkersinacost-effectivemanner.”

Thegovernmentisadoptingsuitablemonitoringandevaluationtoolstolinkperformanceofpublicservicesdeliverywithoutcomestofacilitatesuitablerewardmechanism.

Provide information to stakeholders Organicflowofinformationtothepublicservicesproviderandthecitizensofthecountrycreatesatransparentandaccountablesociety.Theinformation-drivensociety,ononesideofthespectrum,enablestheservicedeliveryprovidertotranslatethepreferencesofthecitizensintosuitableprogrammesforinclusivegrowth,andontheotherside,empowersthecitizenstoparticipateinthegovernanceandquestionthequalityofservicesoffered,thuscurbingcorruption.

ManyIndianstatesareadoptingcutting-edgetechnologiestoprovideopenandtransparentinformationthroughpublicdashboards and enacting effective laws like the Right to Public ServiceAct.

Leverage technology to improve accountability Moderncutting-edgetechnologiesholdpromiseforimprovinggovernmenteffectivenessandaccountability.Technologyoffersamulti-facetedideathatofferscorruptioncontrol,efficientdeliveryofpublicservicesandatimelyresponseoftheauthorities.Digitisationofrecords,onlineapplicationsandprocessing,e-district,citizenhelpline,etc.areafewexamplesof how governments in various states have begun harnessing technologyforgoodgovernance.


Public service delivery in MP - SMART governance

MPisthesecondlargestandthefifthmostpopulatedstateinIndia.Asperthe2011census,thepopulationofMadhyaPradeshwasabout73millionandisexpectedtoreach80millionin2019.Thepopulationofthestatecomprisesasexratioof919femalesto1,000males,literacyrateof70.60%andasubstantialpercentageofscheduledcastesandscheduledtribes.

With52districtsand22,816villages,thestateinhabits75%ofthepopulationinvillageswithagricultureasprimaryoccupationandHindiasthepreferredlanguage.

Governance framework - SMART Aframeworkofcorrectstrategy,robustmonitoringandevaluationsystem,accurateaccountability,promptresponsiveness,anddependabletransparencyhasbeenundertakenandimplementedbythestateforestablishinggoodgovernance.

Theframeworkemphasisesonpublicserviceswithenhancedquality,reach,efficiencyandaccountabilitythroughrestructuredleadershipandprogressivetechnologytobreezethroughthegovernancechallenges.

PSGA2010,SamadhanEkDin,CMHelpline,CMDashboard,MPMyGov,andUnifiedPortalareafewofthetransformationalinitiativesadoptedbytheMPgovernment.

Strategic

Transparent

Responsive

Monitored

Accountable


Transformation of MP

Case study 1:PublicServiceGuaranteeAct2010–Promisingservice as a right Publicservicedeliveryinthestaterequiredstrategiesandpoliciesforeffectiveandresponsivemechanisminordertobesuccessful.Thestategovernmentgrappledwithnever-endingdelaysintheprovisionofpublicservicesduetonon-existenceofatime-boundsystemtodeliver.Identifyingthereasonsfordelays was a bigger challenge due to the lack of accountability inthesystem.

PSGA 2010 - Overcoming the challengesToascertainthedeliveryofqualityservices,theMPgovernmentenactedPSGAinSeptember2010,andhassincebeenrecognisedforpioneeringPSGAinIndia.

Theactpromisesthedeliveryofnotifiedpublicservicesindefinedtimelines.Thisactconsiderstheserviceasalegalright,servicewithinthestipulatedtime,andservicewithaccountabilitythroughstandardoperatingprotocols.TheactempowersthepeopleofMPtoappealagainsttheaccountableserviceproviderfornon-deliveryordelayofservices,whointurncanbepenaliseduptoINR5,000forirresponsiblefunctioning.

Theactinitiallycovered26servicesandallowedmoreservicestobeaddedoveraperiodoftime.

Penalty/ compensation

http://home.mp.gov.in/en/mp-public-service-guarantee-act-2010-0

Disposal within timelines

Accountability

Assurance of service

Grievance redressal


Institutional framework for implementation

AnindependentPublicServiceManagementDepartment(PSDM),wasestablishedtocoordinatebetweendifferentagencies,andhavetheactimplementedsuccessfully.

State agency for public services: The state government instituted an autonomous society titled Madhya Pradesh State Agency for Public Services (MPSAPS),underthePublicServicesManagement(PSM)departmenttocoordinatewithallthestakeholdersanddeliverservicestimely.

TheDistrictCollector(DC)ensurestheimplementationintheirjurisdictioninassociationwiththeDistricte-GovernanceSociety(De-GS).PublicServiceManagers(PSM)deputedbySAPSassistthedistrictcollector.TheSDMs/tehsildarsareresponsibleforeffectiveimplementationatthelocallevel.

MPCARS project: To strengthen the delivery of publicservices,thestategovernmentsignedtheMPCARSprojectfundedbyWorldBanktoimplementcriticalpublicmanagementreformstoensureimprovedaccesstopublicservicestoallcitizenswithaspecialfocusonmarginalisedgroups.TheprojectaimedtoprovidespecialisedtechnicalassistancetogovernmentprogrammesthroughGPR,strengtheningofICTandeffectiveprojectmanagement.

PMC: TheMPSAPS,ingeneral,isresponsiblefortheimplementationoftheMPCARSproject.GrantThorntonIndiaLLPisnowanestablished,trustedadviserforprofessionalservicesandtechnicalassistancetotheMPCARSprojecttoimplementGPR,monitoringandevaluationframework,InformationEducationandCommunication(IEC),capacitybuilding,dataanalytics,etc.,tobringinreformsrequiredinpublicservicedelivery.

National Informatics Centres (NIC): Information technologymanagement,implementationandmonitoringofdevelopmentofintegratedManagementInformationSystem(MIS)etc.,iscoordinatedbyNIC.


Delivery channelsTheMPgovernmentaspiredtoprovideachannelofchoice(phone,onlineanddeliverycenters)toitscitizensfordeliveryofvariouspublicservices.

Lok Seva Kendra (LSK) ThePSMDdecidedtolaunchpeopleservicecentersknownasLokSewaKendras(LSKs)tobringpublicservicesclosertothecitizens.LSKsenablepeopletoreceivevariousservicesatonelocation.Applicationsforarangeofgovernmentservicescanbesubmittedtotherespectiveofficesthroughtheseoutletswithoutanyhassle.

Sofar,413LSKshavebeenestablishedonthePublic-PrivatePartnership(PPP)modelattheblock/tehsillevelsfortakingtheservicestowhereverthecitizensare.

MPO Kiosk ThePSMDhasalsopartneredwithMPO,ajointventureoftheMPgovernmentandTataConsultancyServices,toutilise28,000+MPOkiosksforeasyandproximateaccessofpublicservicesacrosstheentiredistrict.

CSCs CSCshavebeensetupinthestateaspartofthenationale-governanceplantocatertotheGovernmenttoCitizen(G2C)andBusinesstoGovernment(B2C)servicesatthecitizens’doorsteps.TheMPgovernmenthasintegratedanetworkofnearly18,000CSCstoofferselectedPSGAservicesattheGramPanchayat(GP)levelinthestateinordertoprovidehighqualityandcost-effectiveservicestocitizens.

MP e-District MPe-DistrictandMPOaretheonlineportalsthatintegratevariousdepartmentstoprovidenotifiedservicestothecitizensatoneclick.


Service delivery process

Theprocessworkflowforservicedeliverythroughcitizencentresusingonlineportalisdepictedbelow:

Applicantvisits

Applicantfillsandsubmits form

Operatorkeysinapplicantdetailsand submits

Operatorprintsand gives to applicant

Designatedofficerreceives online application

VerificationVerification

Physical Online

Approverreceivesonlineapplication

Approvingauthorityapprovesorrejects

Applicantreceivescertificate/service

Applicant

Service centres

Service centres

Online portal

Online portal


Impact on the state

Services being provided under PSGA: Atotalof450+servicesof47departmentshavebeennotifiedunderthePSGA2010,outofwhichabout200+servicesarebeingdeliveredonline.

More focus on women-related services: SinceoneoftheprimaryobjectivesoftheMPCARSprojectistoincreasetheparticipationofwomeninpublicservicedelivery,asignificantnumberofwomenhavebeenreceivingPSGAservices(datafromSeptember2012toDecember2018)

Increase in service applications: Ason31December2018,thetotalnumberofapplicationsreceivedintopvolumeservicesunderPSGAinMPe-districtportalistabulatedbelow.

S. no. Department name Service name Total registered applications

1 GeneralAdministrationDepartment SC/STcastecertificate 91,30,942

2 GeneralAdministrationDepartment OBCcastecertificate 90,32,012

3 GeneralAdministrationDepartment Incomecertificate 43,53,294

4 GeneralAdministrationDepartment Domicilecertificate 34,31,679

5 RevenueDepartment CopyofKhasraandB-1Khatoni 31,78,333

S. no. Department name Service name Total registered applications

1 SocialJusticeDepartment IndiraGandhiNationalOldAgePensionSchemeapprovedforthefirsttime

2,87,950

2 LabourDepartment Maternitybenefit 1,54,026

3 LabourDepartment Marriagebenefitscheme 98,365

4 WomenandChildDevelopmentDepartment LadliLaxmiScheme(firstdaughter) 83,862

5 SocialJusticeDepartment Indira Gandhi National Widow PensionSchemeapprovedforthefirsttime

83,481


Other benefits: Provisionofquickandeasyaccesstopublicservicesatasingleplacewithindefinedtimelinesandatalowercostduetoavoidanceofmultiplevisitstogovernmentoffices.

Lessons learned The success of the enactment of PSGA has established that a distinguishedandelevatedlevelofpublicservicesdeliverycanbeachievedthroughrigiddeliverynorms,successfulpublic-privatepartnershipmodel,andusageofmultipledeliverychannels(onlineandofflinedeliverycentres).

ReplicationofPSGAishelpingmanystatesincludingBihar,Punjab,Delhi,JammuandKashmir,UttarPradesh,Rajasthan,andJharkhandtoachievegoodandresponsiblegovernance.


Case study 2:SamadhanEkDin–One-daygovernance

The challenge TheMPgovernmentsoughtamodelthatoffersatransparent,error-free,andquickservicedeliverytoincreasetransparencyandreducewaitingtime.Thegovernmentaspiredtocreateahassle-freesystemthatcanprovidegovernmentservicesunderasingleroofinthesamedaytosimplifytheprocesses,buildtransparency,andavoidtheintermediatorchannel.Thesystemwasdevelopedtogenerateregularreportsforaccuratemonitoringandinitiateimmediatecorrectiveactions.

Results achieved Increase in the number of applications: Sinceitsinception,asuccessrateof99.85%hasbeenachievedinsettlingnearly39.94lakhoutofthe40lakhapplicationsreceivedwithinthesameday.

Decrease in Viability Gap Funding (VGF): VGFisamonthlycompensationprovidedbythegovernmenttoLSKstosustainincaseofnon-generationofenoughfundsthroughserviceapplications.Thisisreducingmonthonmonth.

Solution Anovelconcept,SamadhanEkDinwasinitiatedwiththeobjectivetoreducethetimelinesforservicesinhighdemandtojustoneday.ThecitizencanapplyfortheservicesatLSKinthemorning and collect the certificate by the evening of the same day.

Thisprojectwasrolled-outinthebeginningof2018acrossall413LSKswithfewidentifiedservicesfromacrossthedepartments.Thisprojectwasexecutedbyinstitutionalisinganewframeworkwhereinofficialsfromthecross-functionaldepartmentwereincludedandauthorisedfordisposalofapplicationbelongingtootherdepartments.OnededicatedofficialfromadepartmentisavailableateveryLSKonrosterbasisforapproval/disposalofapplication.Currently,34servicesof9departmentsarebeingdeliveredunderthisinitiative.

Anoutboundcallcentrehasalsobeensetuptocollatecitizenfeedback on the services taken by them under the Samadhan EkDinproject.Acallcentreexecutivecallsthecitizenwhohasrecentlytakenanyserviceandtheirresponseonvariousparametersofservicedeliveryrangingfromoperatorbehaviour,generalupkeepofservicecentre,timelydeliveryofserviceandoverallsatisfactionscoreisrecorded.

0 2000000 4000000 6000000 8000000 10000000

2016

2017

2018

3289413

3467335

4006712

3265285

3413501

3993970

99.27

98.45

99.68

Total Applications received Total Disposed Disposal Rate

5,490,382 5,774,782

4,555,573

2,173,544

840,720 519,493

-

1,000,000

2,000,000

3,000,000

4,000,000

5,000,000

6,000,000

7,000,000

2/1/2018 3/1/2018 4/1/2018 5/1/2018 6/1/2018 7/1/2018

VGF distributions month on month


Higher citizen satisfaction level: Morethan96%ofthecitizenshavegivenaratingof‘goodandabove’tothisinitiative.

Lessons learned Citizen centricity approach: SamadhanEkDinprogrammebecamesuccessfulbybeingcitizen-centricwhileimprovisingthepublicservicedeliveryframework.

55%

28%

13%

4%

Excellent Very good Good Average

11%

14%

17%

58%

General Scheduled Tribe Scheduled Caste OBC

87%

13%

87%

Women Men

Citizenresponses

Category-wiseresponses Gender-wiseresponses


Case study 3:CMHelpline–Integratedcitizengrievancehandling mechanism

The challenge Anintegratedsystemwasrequiredwherecitizenscouldcontactandlodgetheircomplaintsorgrievanceforanygovernment-relatedissuesofanydepartmentandtrackitsstatusuntilitisresolved.Thecomplaintcouldrangefromanon-receiptofpensionorstudentscholarshiptobadconditionofroadsorsewagesystemintheircolony.

Solution TheCMhelplineservice,asingleintegratedplatformforthecitizensofMPwasestablished.Thecitizencancallonthetoll-freenumber181toregisterhis/hergrievancesordirectlyaccesstheirportal.Eachgrievanceisallocatedauniqueregistration number and is attended by designated officials withinastipulatedtimeframe,failingwhichthegrievancegetsescalatedtothenextlevelautomatically.ThecitizenscantrackthestatusoftheirgrievanceusingtheuniqueregistrationnumberallocatedtothemduringtheircalltotheCMhelpline.Thisplatformprovidesthefollowing:

• Acompletetransparentandpaperlesssystemforgrievancehandling through easily accessible mediums within a stipulatedtimeframe

• Spreadsawarenesstocitizensonrighttoserviceandrighttoequality

• Ensureseffectiveservicedeliverytothelastmile,whileensuringgenderequalityandempoweringwomenandpeopleinneed

• Fixes the accountability in governance• Provides a strong feedback mechanism on every grievance

Results achieved Faster disposal of complaints: Achievementof95%disposalratebydisposing72,13,048complaintsoutofthe75,82,174complaintsfiled.

Single on-call platform: Itcaterstoalldepartmentservices,schemes,grievancesandsuggestions.

Multiple modes to address grievance: Telephonecall,paper-basedwrittencomplaints,onlineportalandmobileappsareavailable.

Lessons learned Integrated grievance redressal mechanism: Anintegratedsystemforregistrationofanykindofcomplaintsbycitizensforanygovernmentservicebymakingasimplecalltoahelplinenumberhashelpedinestablishingacompletetransparentandpaperlessgrievancemanagementsystemtoresolvetheissueswithinastipulatedtimeframe.


Case study 4:CMDashboard–Real-timeperformancemonitoring system

The challenge Voluminous digital data was available in the state after digitisationofthemajorityofgovernmentrecordsanddeliveryofpublicservicesthroughvariousonlineplatformslikedepartmentwebsites,MPe-districtandMPO.Atransparentmechanismwasrequiredthroughwhichperformanceofvariousdepartmentscouldbemonitoredonareal-timebasiswithrespecttosetKPI,andinsightsgatheredcouldbeusedfordecision-makingbyleadership.

3http://www.cmdashboard.mp.gov.in/

Solution CM dashboard3wasdevelopedbythePMCwithactivesupportfromallstakeholders.Itisanintegrateddashboardthatmonitorscategory-wisekeyperformanceindicatorsofvariousdepartmentsinreal-timeforeffectivedecisionsupport.Ithasempoweredallstakeholdersfromtoppoliticalandbureaucraticleadershiptocommoncitizens.ThesolutionwasimplementedusingMicrosoftPowerBIapplication.Theflowchartshowstheprocessofdiscoveringtheinsightsfromthedatacapturedbythedepartmentduringoperations.

Real time monitoring

Oneclick solution

Drilldown facility

Business intelligence

Decisionsupportsystem


State at a glance module• A holistic view of the state of affairs in

theindividualdepartmentsintheformof a balanced scorecard like view

• Well-definedkey performance indicators which will act as true indicators

• Creating a transparent appraisal systemforgovernmentemployeesbyidentificationoftheperformersandnon-performersuptoagrassrootlevel

• Measuresforimprovingthefiscal health of the state

Government initiative module• Creation of a real-time alert system

(redalertsforcriticalitems)• Facilitatingquickandconvenientdata

retrievalfrommultipledepartments• Improvementincoordination

andoperationsofdepartmental performance benchmarking

• Identifying the bottlenecks in the systemwithacomprehensivedrill-down facility

• Creating a feedback mechanism to qualifywhetheraparticularstrategyiseffectiveornot,andhenceleadtoacorrective strategy

Decision support system• Scenario analysis • Variations (targetsversusactual)

analysis • Root cause and what-if analysis • Forward looking analysis such

as forecasting of domestic wheat consumption,orforecastingofchildmortalityrate,orrolloutofschemesetc.

District score cards• Understandthetop performers and

bottom performers • Understandproblemsspecificto

districts,forexample,districtAisgoodin crime but is not doing very well in revenue generation

• Analyse the trends of district performance and take corrective actions before it degrades below a certain threshold

State at a glance

District score cards

Scheme wise analysis

Decision support analysis


Results achievedLivedataofmorethan30departmentsisavailableforreal-timeaccesstoinformationandmonitoringbydepartmentofficialsandcitizens.

Use case: ThisisasnapshotofMPe-Districtdashboardhighlightingreal-timestatusofcitizenapplicationatvariousLSKsacrossthestate.

Lessons learnedApplication of data analytics in governance: Continuousmonitoringandqualitychecksovertheimplementationmodelbyapplyingdataanalyticstoolseventuallyleadstobetterdecision-making,bringsoutservices/schemesthatthecitizensneedandhelpsinanincreasedadherencetotherequiredSLAs.


Case study 5:MPMyGov–Adigitalplatformforcitizens

The challenge Withwideaccessibilityofmobilephonesandanincreaseindigitallyliteratepopulationespeciallylocatedintheurbanareasofthestate,therewasaneedforatechnologyplatformthatcouldprovideinterfacebetweenthegovernmentandcitizens.Thisplatformcouldbeusedtopromoteactiveparticipationofcitizensinthestategovernancebycrowdsourcingideasfromthemandincludetheminprovidingfeedbacktothegovernment.

Activities conducted on MP MyGov for PSGA services Samadhan Ek Din -100participantssharedtheirideastoimprovetheonedaygovernanceservicedeliverysystem.

PSGA (for public)–ThecitizenswereinvitedtosharetheirexperienceaboutLSKandMPOservices.100participantssharedtheirexperiences.

PSGA (for officers) -Tomaketheservicesbetter,theofficersofLSKwereinvitedtosharetheirideas.50+participantsgavetheirsuggestions.

Results achieved Theportalhasabout33,000registeredusersandhasreceivedabout4,000submissionsfor41contestsinvariouscategories.Citizenshavealsoparticipatedactivelyandforwardedabout4,000commentsinmorethan50discussionthemes.

Lessons learned Citizen government digital interface:ApplicationofaninnovativetechnologyplatformintheformofMPMyGov,tobuildapartnershipbetweenthecitizensandgovernmenttoencouragecitizenparticipationhasledgoodgovernancebyseekingtheirideas,suggestionsandcontributionatthegrassrootlevel.

Solution MP MyGov4isatechnology-drivenplatformforcitizenengagementfoundedbytheMPgovernmenttopromoteactiveparticipationofthecitizensintheirstategovernanceanddevelopmentbycrowdsourcinggovernanceideasfromthem.MPisthefourthstateinIndiatoadoptthisplatform,aninitiativestartedbythecentralgovernment.SinceitslaunchinAugust2017,MyGovhasmorethan33,000registeredusers.Citizenscanengagewiththestategovernmentthroughoneofthefollowingactivities:

Onlineandonground tasks

Do

Group-centricandnational themes

Discuss

Make your opinioncount

Poll/survey

Updates,experiencesandMyGovimpact

Blog

Dialoguewithdecision makers

Talk

4https://mp.mygov.in/hi


Case study 6:UnifiedPortal–Integratedsinglewindowforservice delivery

The challenge Currently,multiplewebsitesviz.e-district,MPonlineanddepartmentportalsarebeingusedfordeliveryofpublicservicesandinformationdissemination.Fewservicesareavailableacrossallplatforms,whereasothersaredeliveredthroughspecificmediumonly.Themultiplicityapproachofservicedeliveryaddstocitizens’confusionandisapotentreasonfortheirdissatisfactionwiththestategovernance.

Solution Aunifiedportalhasbeendeveloped,whichservesasaone-pointinterfacetoavailanyservicebelongingtoanydepartmentofthestate.Thisportalisintegratedattheback-endwithmultiplegovernmentwebsites/departmentsandisreadyforitsroll-out.Itwillsimplifycitizens’accesstoallgovernmentservices.

• Acompletetransparentandpaperlesssystemforgrievancehandling through easily accessible mediums within a stipulatedtimeframe.

• Spreadawarenesstocitizensonrighttoserviceandrighttoequality

• Ensureeffectiveservicedeliverytothelastmile,whileensuringgenderequalityandempoweringwomenandpeopleinneed

• Fix the accountability in governance• Providing a strong feedback on every grievance


• UnitedNationPublicServiceAward2012–MP’sPSMDwasconferredwiththisawardunderthe‘ImprovingtheDeliveryofPublicServices’categorytowardsimprovingtheeffectiveness,efficiencyandqualityofpublicservices.

• SkochOrderofMerit2013–ThePSMDwasawardedinrecognitiontopublicservicedeliverythroughLSK.

• StateITAwardforexcellenceine-Governanceinitiative,2014– This was given for online solutionforpublicservicedelivery,SAPSunderthecategoryofthe‘BestITProjectforMassesLeadingtoSocialInclusion’.

• GemsofDigitalIndiaAward2018– This was awardedtothee-districtprojectforexcellenceine-governance.

MP’spublicservicedelivery has received the following awards and accolades for its efficient functioning.

Awards and accolades


Public service delivery system in Madhya Pradesh has significantlyimprovedthroughPSGA2010withguaranteedandtimelyservices.Thestategovernmenttodayischallengedtoconstantlyimprovetheservices,tomaintaintheexistingsatisfactionlevelofthecitizens.Thegovernmenttherefore,isconstantlyevolvingmethodologiestoimprovetheefficiencyandeffectivenessofservicedelivery,throughcitizencentric,higherquality,reducedcost,andlessertimelinesservices.

Goingforward,thestategovernmentshalladoptthebestpracticesfromothersstatestorespondtothechangingneedsofthecitizens.Fourkeyareasthatneedtobefocusedare:

Speed of delivery–Shortestpossibletimetodeliveraservice

Citizen-centric-Servicethatisdesignedforcitizens

Integrated platform – Service delivery system is integrated to actasone-stopsolution

Multiple delivery channels–Citizentohavechoiceofusingdeliverychannelsaspertheirrequirementorcomfort.

The government is currently working on the following initiatives tofurtherenhancethequalityofdeliveryofpublicservice:

Express service delivery (Tatkal Seva):Citizensexpectimmediatedeliveryofservicesthroughprocessre-engineering.Thisoffersserviceswhereapprovalsofgovernmentofficialsarenotwarranted,forexample,registrationforemploymentandcopyoflandrecords.Otherservicesthatarebeingconsideredto be included would be the ones that could be issued based onaffidavit/self-declarationfromthecitizen.

More services on mobile app:Thegovernmentaimstodelivermoreservicesthoughamobileapptothedigitallyliterateormobilefriendlypopulation.

Advanced data analytics for monitoring and operation: Cutting-edgetechnologiesfordataanalysisarebeingconsidered to understand the challenges and design new strategiesfordeliveringnewschemesandsolutions.

Conducting citizen awareness programmes: Extensive promotionalprogrammesandcampaignsutilisingalldeliverychannels-includingtraditionalanddigital-arebeingplannedtocreateawarenessacrossthestate.

Citizen survey for identification of new services:Astate-widesurveymaybeplannedtounderstandthecitizens’experienceandtheirexpectationsfromthegovernment.Theseinteractionsmayprovideinsightstoidentifynewmorerelevantandimportantservicesforthecitizens.

Road ahead


Editorial review Design

Shambhavi Modgill GouravKalra

For media queries, please contact

Spriha Jayati E:[email protected]:+919323744249

For further queries related to the report, please contact

Ravinder Reddy E:[email protected]:+919871606103

Acknowledgements

Authors

Ravinder Reddy

Abhinav Sisodia

Ram Gurung

Shyam Khobragade

Sapna Nauhria


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