Best practices in e services delivery a.r. talwar, department of information technology


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Best practices in e services delivery a.r. talwar, department of information technology

  1. 1. 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)
  2. 2. PRESENTATION OUTLINE <ul><li>Issues in Government Service Delivery </li></ul><ul><li>Best Practices for e-Service Delivery </li></ul><ul><ul><li>Implementation Framework </li></ul></ul><ul><ul><li>Core Infrastructure </li></ul></ul><ul><ul><li>Capacity Building, Awareness, Communication </li></ul></ul><ul><ul><li>Standards, Quality and Security </li></ul></ul><ul><li>Case Study – Suwidha </li></ul><ul><li>Case Study – e-District </li></ul>
  3. 3. 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!
  4. 4. Best Practices for eServices Delivery <ul><li>Implementation Framework Consisting of stakeholders from Center Government & States </li></ul><ul><li>Core Infrastructure </li></ul><ul><li>Capacity Building, Awareness, Communication </li></ul><ul><li>Standards, Quality and Security </li></ul>
  5. 5. 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
  6. 6. 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 SWAN
  7. 7. Core Infrastructure <ul><li>State Wide Area Networks (SWAN) </li></ul><ul><ul><li>Secured network for Government work </li></ul></ul><ul><ul><li>Connecting State HQs ,District HQs, Blocks HQs </li></ul></ul><ul><ul><li>Minimum 2 Mbps Broadband Connectivity </li></ul></ul><ul><li>State Data Centers (SDC) </li></ul><ul><ul><li>State of art Data Centers at each States/UTs </li></ul></ul><ul><ul><li>Housing all applications and databases </li></ul></ul><ul><ul><li>e-Delivery of G2G, G2C and G2B services </li></ul></ul><ul><ul><li>State Portals, State Service Delivery Gateways </li></ul></ul>
  8. 8. <ul><li>State e-Governance Service Delivery Gateway (SSDG) </li></ul><ul><ul><li>Standards based secure middleware infrastructure to act as routing and messaging switch </li></ul></ul><ul><ul><li>De-linking backend departments from the front-end service access providers </li></ul></ul><ul><ul><li>Scalability of applications in an integrated environment </li></ul></ul><ul><li>Common Service Centers (CSC) </li></ul><ul><ul><li>More than100,000 tele-centers in 600,000 villages </li></ul></ul><ul><ul><li>Broad band internet enabled connectivity </li></ul></ul><ul><ul><li>Implementation through PPP </li></ul></ul>Core Infrastructure
  9. 9. Common Service Centre
  10. 10. Core -Infrastructure -SERVICE DELIVERY STRATEGY State Portal Govt. Departments at various levels Registration Transport Revenue Municipalities Internet .. Internet State Data Centre CSC CSC CSC SHQ Collector’s Office Tehsil / Taluks State Districts Sub-Divn Blocks SSDG SWAN
  11. 11. Capacity Building and Awareness <ul><li>Support to State e- Mission Teams (SeMTs) </li></ul><ul><li>Support to Central Project e-Mission Teams (CPeMTs) </li></ul><ul><li>Support to State Administrative Training Institutes </li></ul><ul><li>Training/Orientation of stakeholders </li></ul><ul><li>Creating awareness regarding NeGP </li></ul>
  12. 12. Capacity Building -Levels of Capacity Needs- at State Level
  13. 13. Capacity Building - Institutional Framework – at State level State eGov Council (CM) State Apex Committee (CS) Departmental Committee SeMT DIT DeMT State Government
  14. 14. Standards, Quality and Security <ul><li>National Policy on Open Standards </li></ul><ul><li>Localization and Language Technology Standards </li></ul><ul><li>Encouragement to Open source technology </li></ul><ul><li>Quality Assurance & Conformance </li></ul><ul><li>Network and Information Security </li></ul>
  15. 15. <ul><li>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. </li></ul><ul><li>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. </li></ul><ul><li>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. </li></ul><ul><li>This will eliminate the need for a citizen to go to Government offices to seek services. </li></ul><ul><li>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. </li></ul>Electronic Services Delivery Bill
  16. 16. Case Study: Suwidha <ul><li>State wide project implemented in Punjab </li></ul><ul><li>Objectives </li></ul><ul><ul><li>Provide friendly and efficient interface between government and citizens </li></ul></ul><ul><ul><li>Provide transparency in government operations </li></ul></ul><ul><ul><li>Provide timely and efficient service delivery </li></ul></ul><ul><ul><li>Improve quality of government services </li></ul></ul><ul><li>Falls in the government to citizens category </li></ul>
  17. 17. Case Study: Suwidha <ul><li>A citizen's concerns </li></ul><ul><ul><li>Different branches for different services </li></ul></ul><ul><ul><li>Not familiar with the procedures </li></ul></ul><ul><ul><li>Unaware of the schemes being implemented </li></ul></ul><ul><ul><li>Not aware of source of information </li></ul></ul><ul><ul><li>Has to frequently visit the branch to ensure movement of the case and to enquire the status </li></ul></ul><ul><ul><li>Services are not delivered as scheduled </li></ul></ul><ul><ul><li>Has to visit many offices for a single service </li></ul></ul><ul><ul><li>Small payments require visiting banks for services </li></ul></ul>
  18. 18. Case Study: Suwidha <ul><li>Solution in the form of Suwidha </li></ul><ul><ul><li>The citizen approaches SUWIDHA Queue Counter and gets the Queue Token number. </li></ul></ul><ul><ul><li>On his turn at SUWIDHA Service Counter, he files his application. </li></ul></ul><ul><ul><li>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. </li></ul></ul><ul><ul><li>All kind of payments for the fees etc can be made at the SUWIDHA counter. </li></ul></ul><ul><ul><li>The application/case is then sent to the branch for action. </li></ul></ul><ul><ul><li>In between the citizen can track the case with the help of SUWIDHA Token number through DialCITI (which is IVR based system) or website. </li></ul></ul><ul><ul><li>The delivery of documents/processed case is made on the specified date. The delivery of the documents is also from SUWIDHA Delivery Counter. </li></ul></ul>
  19. 19. Case Study – E-District <ul><li>Common person will contact nearest CSC/Suwidha center for his need (Service). </li></ul><ul><li>CSC/Suwidha Center will accept complete form with attachments & enter it on e-District Portal with his net connectivity. </li></ul><ul><li>Application will be forwarded online to concerned HOD. </li></ul><ul><li>HOD has to accept as per rules and put his Digital Signature. (if not accepted in due time, it will be forwarded to next higher Officer). </li></ul><ul><li>After HODs digital signature on Certificate (Service record), It will come back to the concerned CSC/Suwidha Center. </li></ul><ul><li>The Digitally signed document will be given back to the applicant at CSC/Suwidha Center where it was submitted. </li></ul>
  20. 20. Thank You