www.e-asia.org Best Practices in eServices Delivery 2 nd December 2011 (Session 3:00 pm to 5:00 pm) A.R. Talwar, IAS Financial Commissioner Revenue, Punjab-cum- Principal Secretary Department of Information Technology Government of Punjab (India)
Issues in Service Delivery Air of Mystification about procedures Long Queues at delivery points Multiple Visits to Government Offices Outcome is in Suspense Gatekeepers at every turn Poor Quality of Service Service is a Mercy - not a Right Too many Intermediaries, Shortcuts Exception is the rule! www.e-asia.org
Implementation Framework Consisting of stakeholders from Center Government & States
Capacity Building, Awareness, Communication
Standards, Quality and Security
Implementation Framework ( National – State) Apex Body ( Headed by PM) National e-Governance Advisory Board ( Headed by Minister) Apex Committee ( Headed by CS) DIT NIC NeGD NISG Provincial /State Governments Line Ministries Line Ministries Line Ministries www.e-asia.org
SDC SSDG & e-Portal CSC Stat Wide Area Network connectivity for G2G functioning, up to Block Level State Data Centers for consolidation of services, applications and infrastructure State Service Delivery Gateway & Portal Interfacing, Messaging and Routing switch for data & application operability Internet enabled Common Service Centers in rural areas as delivery points to rural citizens of India Core Infrastructure www.e-asia.org SWAN
Core -Infrastructure -SERVICE DELIVERY STRATEGY State Portal Govt. Departments at various levels Registration Transport Revenue Municipalities Internet .. Internet www.e-asia.org State Data Centre CSC CSC CSC SHQ Collector’s Office Tehsil / Taluks State Districts Sub-Divn Blocks SSDG SWAN
Govt. of India is in final stages of enacting the Electronic Service Delivery Bill thereby making it mandatory for every Govt organization to deliver public services electronically from a cut off date.
Each Ministry/Department to identify the basket of citizen centric services to be delivered through electronic means along with the delivery channels, with stipulated timelines and service levels for each service.
Benefits would include efficient, transparent and reliable delivery of web enabled public services in a definite and time bound manner to citizens, thereby transforming Governance.
This will eliminate the need for a citizen to go to Government offices to seek services.
The State of Punjab has already enacted the Right to Service Act 2011 whereby 67 citizen services have been mandated to be provided within the stipulated timeframe else the Govt. officer would be liable to penalty.
The citizen approaches SUWIDHA Queue Counter and gets the Queue Token number.
On his turn at SUWIDHA Service Counter, he files his application.
She/he is issued a receipt cum token number, which specifies the date of delivery of services. Each type of service has a pre-defined delivery time and system automatically calculates the service delivery date.
All kind of payments for the fees etc can be made at the SUWIDHA counter.
The application/case is then sent to the branch for action.
In between the citizen can track the case with the help of SUWIDHA Token number through DialCITI (which is IVR based system) or website.
The delivery of documents/processed case is made on the specified date. The delivery of the documents is also from SUWIDHA Delivery Counter.