Government Process Re-engineering


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The presentation was created jointly with Shri Rajeev Chawla, an IAS officer of the Karnataka Cadre, better known as the founder of the Bhoomi Program.

This presentation was delivered to the IAS officers of the 2008 batch as part of the e-Governance module included in the Phase I training.

There is mostly an emphasis on need for Government Process Re-engineering to precede IT Automation. This presentation does not completely contradict this thought but states that sometimes IT automation by itself can provide many benefits and GPR needs to be undertaken with care. In case of Computerization of the Indian Railway reservation service , GPR was implemented very gradually

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Government Process Re-engineering

  1. 1. GOVERNMENT PROCESS RE-ENGINEERING Rajeev Chawla I.A.S. Commissioner Survey Settlement and Land Records , Government of Karnataka Anirban Mukerji [email_address] Lecture delivered in LBSNAA as part of e-Governance module IAS PROFESSIONAL COURSE - PHASE - I (2008 BATCH)
  2. 2. OBJECTIVES <ul><li>In Government reform process, there is a common notion that IT Automation can’t be done without Government Process Re-engineering. </li></ul><ul><li>The Goal of this lesson is that </li></ul><ul><ul><li>Government Process Re-engineering if done in a intelligent manner is a worthy objective </li></ul></ul><ul><ul><li>However pure IT enabling some processes or “Automation” can also bring about significant benefits </li></ul></ul><ul><ul><li>It also needs to be qualified that since IT Automation is easy to execute in many cases pure IT Automation without GPR will not yield any results. </li></ul></ul>
  3. 3. WHAT IS GPR? <ul><li>Understanding the outcomes required </li></ul><ul><ul><li>Railway ticket </li></ul></ul><ul><ul><li>Land Record </li></ul></ul><ul><ul><li>Salary for government employees </li></ul></ul><ul><li>Understand the various processes required for delivery of the outcome and why they are required </li></ul><ul><li>See if all processes are required </li></ul><ul><li>If some processes can be done in parallel </li></ul><ul><li>If some processes can be modified </li></ul><ul><li>Sequence of processes changed </li></ul><ul><li>Some processes are completely eliminated </li></ul>
  4. 4. IT AUTOMATION <ul><li>Introduction of digital systems can lead to many benefits </li></ul><ul><ul><li>For Central storage </li></ul></ul><ul><ul><li>To facilitate better processing of data </li></ul></ul><ul><ul><li>To allow deployment of automatic business rules ( If / then / else) </li></ul></ul><ul><ul><li>Adherence to process – Electronic Queue management system, FIFO </li></ul></ul><ul><ul><li>To allow faster sharing and transfer of information </li></ul></ul><ul><ul><li>For implementation of re-engineered Government process </li></ul></ul><ul><li>Automation of many Government processes can lead to great value </li></ul>
  5. 5. GPR AND IT AUTOMATION <ul><li>Both need not be done jointly at all times </li></ul><ul><li>False dichotomy </li></ul><ul><ul><li>GPR absolutely necessary </li></ul></ul><ul><ul><li>Automation without GPR gives no value </li></ul></ul><ul><li>Benefits to Government Processes can happen through </li></ul><ul><ul><li>Government Process Re-engineering without use of IT </li></ul></ul><ul><ul><li>Use of IT for automation without any GPR </li></ul></ul><ul><ul><ul><li>This can also give tremendous value to departments </li></ul></ul></ul><ul><ul><li>GPR and use of IT </li></ul></ul>
  6. 6. IMPROVEMENT OF SERVICES Process Re -engineering Y N Empowered Committee Single Window Clearance Pre mutation sketch Y Y E-Procurement Bhoomi N N N Y Electronic Attendance System HRMS as is current in Karnataka Rural Digital Services Use of IT
  7. 7. IT AUTOMATION WITHOUT GPR CAN MANY TIMES BRING VALUE <ul><li>IT based attendance monitoring System </li></ul><ul><ul><li>Instead of the staff signing in registers they now mark their attendance through smart cards or through a biometric system </li></ul></ul><ul><ul><li>No change in system per se </li></ul></ul><ul><li>HRMS system as currently used in Karnataka </li></ul><ul><ul><li>System generates Paybill based on various parameters. The DDO signs the paybill and submits to treasury </li></ul></ul><ul><ul><li>Despite no GPR, reduced drudgery for DDO’s </li></ul></ul><ul><ul><li>Made Salary changes fast, even in far off places </li></ul></ul><ul><ul><li>Enabled departments for the first time to know how many employees they have </li></ul></ul>
  8. 8. IT AUTOMATION OF THE DEPARTMENT WITHOUT GPR <ul><li>Some Issues </li></ul><ul><ul><li>Sometimes GPR very essential to bring real value </li></ul></ul><ul><ul><li>Passport Department </li></ul></ul><ul><ul><ul><li>The application from the citizens was obtained and digitised in the passport office </li></ul></ul></ul><ul><ul><ul><li>But for police verification the application was sent manually to the police department </li></ul></ul></ul><ul><ul><ul><li>Since the entire process of police verification was manual, there could be no traceability and no way to deliver service levels to the citizen </li></ul></ul></ul><ul><ul><li>The New Passport Seva project has introduced several innovations ( GPR) </li></ul></ul><ul><ul><li>Done away with pre – police verification in some cases </li></ul></ul><ul><ul><li>Has introduced IT systems and connectivity at the Police end </li></ul></ul>
  9. 9. IMPORTANCE OF GPR DEMONSTRATED <ul><li>Some times Pure IT Automation doesn’t bring much value </li></ul><ul><li>Introduction of E Mail in Government Departments fill will not be successful </li></ul><ul><ul><li>Key processes in Government </li></ul></ul><ul><ul><ul><li>Identification, Authentication and non repudiation </li></ul></ul></ul><ul><ul><ul><li>Very easily done in Manual process through signature </li></ul></ul></ul><ul><ul><ul><li>Email only good for sending and receiving information </li></ul></ul></ul><ul><ul><ul><li>However approvals can’t be taken, CL / EL approvals can’t be taken on E Mail – this is possible only in private companies </li></ul></ul></ul><ul><ul><ul><li>Government approvals on paper based supporting document </li></ul></ul></ul><ul><ul><ul><li>Change Management issues </li></ul></ul></ul><ul><ul><ul><ul><li>Many users don’t know use of computers </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Many users don’t have computers </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Many Senior officials don’t read their email, it is printed by the PA section and given to them as part of tappal </li></ul></ul></ul></ul>
  10. 10. IMPORTANCE OF GPR DEMONSTRATED <ul><li>Paperless office implementation in many States </li></ul><ul><ul><li>Doesn’t bring much value as no GO for acceptance of electronic files </li></ul></ul><ul><ul><li>Just copy of manual system </li></ul></ul><ul><ul><li>No GPR for deemed approvals ( which is possible in electronic systems) </li></ul></ul><ul><ul><li>Technology issues </li></ul></ul><ul><ul><ul><li>All documents need to be scanned </li></ul></ul></ul><ul><ul><ul><li>Puts huge load on the system, system much slower than manual process </li></ul></ul></ul><ul><ul><li>Change Management issues </li></ul></ul><ul><ul><ul><li>Senior officers need to work on computers – unnatural </li></ul></ul></ul><ul><ul><ul><li>Case Worker spends a lot of time on Data Entry </li></ul></ul></ul>
  11. 11. IMPORTANCE OF GPR DEMONSTRATED <ul><li>Police System </li></ul><ul><ul><li>Writing of FIR can be automated and digitized </li></ul></ul><ul><ul><li>However sometimes police deliberately refuse to write FIR’s </li></ul></ul><ul><ul><li>Fake FIR’s are written </li></ul></ul><ul><li>Just IT Automation can’t address these issues </li></ul>
  12. 12. CASE STUDY – 1 – PASSPORT SEVA GPR WITH IT IMPLEMENTATION <ul><li>New Passport Seva Project </li></ul><ul><ul><li>Public Private Partnership (PPP) Model – Outsourcing of some parts of delivery of services </li></ul></ul><ul><ul><li>Separating out front end for receiving applications </li></ul></ul><ul><ul><ul><li>Process started with use of Bangalore One Centres </li></ul></ul></ul><ul><ul><li>Back end for processing applications </li></ul></ul><ul><ul><li>Improving look and feel of front end centres </li></ul></ul><ul><ul><li>Improving Technical Infrastructure for delivery </li></ul></ul><ul><ul><ul><li>Passport portal ( more user friendly) </li></ul></ul></ul><ul><ul><ul><li>Software for workflow </li></ul></ul></ul><ul><ul><ul><li>Data Centre </li></ul></ul></ul>
  13. 13. CASE STUDY – 1 – PASSPORT SEVA GPR WITH IT IMPLEMENTATION ( CONTD..) <ul><ul><li>Links to Police Department </li></ul></ul><ul><ul><li>Simplification of Application form </li></ul></ul><ul><ul><li>Innovations like pre and post police verification </li></ul></ul><ul><ul><li>Introduction of Electronic Queue Management System </li></ul></ul><ul><ul><li>Service Level Agreement for citizen </li></ul></ul><ul><ul><ul><li>SLA for Service provider also </li></ul></ul></ul><ul><ul><li>Proper Governance Structure for managing and implementation of the service delivery </li></ul></ul>
  14. 14. CASE STUDY II – ISSUE OF RECORD OF RIGHTS - GPR WITH IT IMPLEMENTATION <ul><li>GPR can be simple too </li></ul><ul><ul><li>In case of issue of Record Of Rights ( ROR) to citizens, the ROR has to be signed by the jurisdictional Village Aaccountant ( VA) , but now the VA at the Kiosk operator can sign it </li></ul></ul><ul><ul><li>Payment of multiple bills of multiple service providers through a Single cheque in Bangalore One </li></ul></ul>
  15. 15. CASE STUDY III – RAILWAY RESERVATION PHASED GPR AND PHASED AUTOMATION <ul><li>Issue of Railways tickets </li></ul><ul><ul><li>Gradual Automation </li></ul></ul><ul><ul><ul><li>Only tickets of that city issued </li></ul></ul></ul><ul><ul><ul><li>Tickets of other cities issued but from different counters </li></ul></ul></ul><ul><ul><ul><li>All tickets of any train from any station to any station issued from any counter </li></ul></ul></ul><ul><ul><ul><li>Booking of tickets from internet </li></ul></ul></ul><ul><ul><ul><li>All these steps became possible with technical progress of faster and cheaper networks </li></ul></ul></ul>
  16. 16. CASE STUDY III – RAILWAY RESERVATION PHASED GPR AND PHASED AUTOMATION <ul><ul><li>Gradual GPR </li></ul></ul><ul><ul><ul><li>Booking of tickets on internet allowed but the person doing the booking needs to travel and needs to enter 1 out of 4 identities and carry that identity card with him. Tickets will be delivered to the person’s home </li></ul></ul></ul><ul><ul><ul><li>Allowed to download and print tickets from home </li></ul></ul></ul><ul><ul><ul><li>Allowed to carry any identity card for travel </li></ul></ul></ul>
  17. 17. GPR ISSUES <ul><li>Radical GPR can lead to </li></ul><ul><ul><li>Failure </li></ul></ul><ul><ul><li>Strike of Government Staff </li></ul></ul><ul><ul><li>Too ambitious can lead to failure </li></ul></ul><ul><ul><ul><li>Loss of credibility </li></ul></ul></ul><ul><ul><ul><li>Financial loss to vendors </li></ul></ul></ul><ul><ul><li>Can Derail progress </li></ul></ul>
  18. 18. SOME POSSIBLE EXAMPLES OF GPR FAILURE <ul><li>State Land Survey Project </li></ul><ul><ul><li>May run into difficulty in case scope is too large like </li></ul></ul><ul><ul><ul><li>Issue of Conclusive Title </li></ul></ul></ul><ul><ul><ul><li>Resurvey of all land </li></ul></ul></ul><ul><ul><ul><li>Coordination with different departments </li></ul></ul></ul><ul><li>Food Project </li></ul><ul><ul><li>Verification of all beneficiaries / Reissue of Ration Card may lead to difficulties </li></ul></ul><ul><li>Multipurpose Household Survey (MPHS) Database </li></ul><ul><ul><li>Database was not updated, now used selectively </li></ul></ul>