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eHaryana 2014 - Roadmap for CSCs & Basic Citizen Services... - Ms Priyanka Basu Ingty, Director (IT)...

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  • 1. CSC AN EFFECTIVE INTERFACE IN CITIZEN SERVICE DELIVERY DEPARTMENT OF INFORMATION TECHNOLOGY GOVERNMENT OF HIMACHAL PRADESH February 8, 2014 1
  • 2. HIMACHAL PRADESH – DEMOGRAPHIC DETAILS Districts Sub Divisions Blocks Tehsils and Sub Tehsils Panchayats 12 52 77 119 3243 Figures in numbers 2
  • 3. COMMON SERVICE CENTRES (CSCS) • OBJECTIVE • GOI SCHEME TO ESTABLISH MORE THAN 1 LAKH COMMON SERVICE CENTERS FOR RURAL AREAS IN 6 LAKH VILLAGES ACROSS THE COUNTRY • TO PROVIDE G2C AND B2C SERVICES TO THE CITIZENS AT THEIR DOORSTEPS USING INFORMATION AND COMMUNICATION TOOLS (ICT) • SCHEME IN THE STATE • IN HIMACHAL PRADESH, 3366 SUCH CENTERS ARE BEING SETUP IN 3243 PANCHAYATS • BRAND NAME - LOK MITRA KENDRA (LMK) • 3 ZONES • SHIMLA (SHIMLA, SOLAN, KINNAUR & SIRMOUR DISTRICTS) • MANDI (MANDI, KULLU, HAMIRPUR, BILASPUR & LAHAUL SPITI DISTRICTS) • KANGRA (KANGRA, UNA & CHAMBA DISTRICTS) 3
  • 4. WHAT IS CSC? CSCs ARE ENVISIONED AS THE FRONT-END DELIVERY POINTS FOR GOVERNMENT, PRIVATE AND SOCIAL SECTOR SERVICES TO RURAL CITIZENS OF INDIA. • OPERATOR ASSISTED CENTRES • A PLATFORM TO ENABLE GOVERNMENT, PRIVATE AND SOCIAL SECTOR ORGANIZATIONS TO INTEGRATE THEIR SERVICES FOR RURAL POPULATIONS IN THE REMOTEST CORNERS OF THE COUNTRY • COMBINATION OF IT AS WELL AS NON-IT SERVICES • LAST MILE SERVICE DELIVERY POINT
  • 5. IMPLEMENTATION MODEL TO UNDERTAKE SUCH A MAMMOTH TASK, PUBLIC PRIVATE PARTNERSHIP (PPP) IS REQUIRED FOR • HARNESSING NATIONAL RESOURCES • POOLING THE FUNDS • INTEGRATING SCALE WITH EFFICIENCY • LOOPING BEST PRACTICES • STAKEHOLDERS ARE INCENTIVIZED TO COME TOGETHER
  • 6. STAKEHOLDERS 3-TIER STRUCTURE: 1. LOCAL VILLAGE LEVEL ENTREPRENEUR (VLELOOSELY ANALOGOUS TO A FRANCHISEE), 2. ENTITY TERMED THE SERVICE CENTRE AGENCY (SCA – LOOSELY ANALOGOUS TO A FRANCHISER) TO TRAIN, MANAGE AND BUILD THE VLE BUSINESSES 3. STATE- THE STATE TO FACILITATE SCHEME WITHIN POLICY, CONTENT THE SCAS SDA DESIGNATED AGENCY (SDA) IMPLEMENTATION OF THE THE STATE, TO PROVIDE AND FINANCIAL SUPPORT TO SCA VLE
  • 7. CSCS – PPP MODE • SERVICE CENTRE AGENCIES • MSAS SIGNED • M/S ZOOM DEVELOPERS FOR KANGRA DIVISION ON 30TH AUGUST, 2008 • CONSORTIUM OF M/S TERA SOFTWARE & GNG GROUP FOR SHIMLA DIVISION AND MANDI DIVISION ON 8TH SEPTEMBER, 2008 • REVENUE SUPPORT • FUNDED BY GOI ON 50 (GIA):50 (ACA) SHARING BASIS • M/S ZOOM DEVELOPERS TO BE PROVIDED A REVENUE SUPPORT OF RS. 1190/- PER MONTH PER LMK • CONSORTIUM OF M/S TERA SOFTWARE & GNG 7 GROUP QUOTED NEGATIVE BID RS. 10 PER CSC FOR SHIMLA AND RS. 14/- FOR MANDI
  • 8. SCA’S RESPONSIBILITIES • IMPLEMENTATION • VLE IDENTIFICATION • SERVICE PROVISIONING • CO-ORDINATION WITH OTHER STAKEHOLDERS • SECURED WEBSITE INTERFACE OF VLES • FOR ACCESSING THE SERVICES • FOR MAKING TRANSACTIONS • FOR GENERATING MIS REPORTS
  • 9. LMK SETUP PROCESS VLE Identification Infrastructure Setup Certification Service Delivery Certification Request
  • 10. INFRASTRUCTURE (WHAT IS THERE IN CSC?) • 15X10 SQ. FT. SPACE • IT INFRASTRUCTURE • • • • COMPUTER PRINTER CAMERA INTERNET • VLE (LMK OPERATOR) • SERVICES • G2C • B2C Supported by SCA
  • 11. CSC TRANSACTION – WORKING Updation of Working Capital CAPITAL Transfer of consolidated SCA Bank Deptt. amount Deptt. Bank Account Accounts SCA Portal Transfer Amount from Working Capital Amount Deposit Department G2C Portal
  • 12. CSC – ROLL OUT 4000 3366 3500 2841 3000 2862 3007 2390 2500 2000 1347 1500 1000 500 T A R G E T 294 0 12 Aug-09 Jun-10 Aug-11 Jan-13 Mar-13 Jan-14 .
  • 13. CHALLENGES AND HOW WE OVERCAME THEM 13
  • 14. CHALLENGE FACED 14
  • 15. CHALLENGE AND RESOLUTION DELAY IN ROLLOUT-PENALTIES DUE ON SCAS • HUGE AMOUNT OF PENALTIES WAS DUE ON SCAS (APPROXIMATELY RS.20 CRORES) DUE TO DELAY IN ROLLOUT OF LMKS. • RISK OF BACKING OUT OF SCA FROM THE PROJECT BY IMPOSING PENALTIES LIKE IN SOME OTHER STATES. • THE MATTER OF PENALTIES WAS PUT UP BEFORE THE APEX COMMITTEE TWICE. • APEX COMMITTEE RECOMMENDED WAIVE OF PENALTIES AND THEREAFTER MATTER WAS TAKEN TO THE CMM FOR APPROVAL OF WAIVE OF PENALTIES AND EXTENSION OF LMK ROLLOUT TIMELINES. • AFTER THE APPROVAL OF CMM, PENALTIES OF SCAS WERE WAIVED OFF AND TIMELINES OF ROLLOUT OF LMKS EXTENDED TILL 31-3-2012. • DEITY APPRECIATED THE BOLD STEP TAKEN BY THE STATE AND RECOMMENDED THE REPLICATION OF THE SAME IN OTHER STATES. 15
  • 16. CHALLENGE AND RESOLUTION LACK OF G2C SERVICES • NO G2C SERVICE WAS AVAILABLE FOR LMKS DURING THE YEAR 2009 16
  • 17. CHALLENGE AND RESOLUTION LACK OF G2C SERVICES 17
  • 18. CHALLENGE AND RESOLUTION LACK OF TRAININGS OF VLES • SCA-VLE GAP – LACK OF TRAINING TO VLES Initially, DIT & SCAs organized District level trainings/ Workshops of the VLEs. Block level (77 blocks in the State) face to face trainings given to about 2000 VLEs. Senior Level Officers of DIT and SCAs imparted these trainings to the VLEs. Currently, Block level VC facility is available in the State and VLEs are being trained through the VC trainings (All the Blocks covered twice through VCs). Provision of TA and DA to VLEs has been approved by the authorities and funds have been provided to the District Administrations. 18
  • 19. CHALLENGE AND RESOLUTION VLES DAY TO DAY ISSUES • VLES ARE FACING VARIOUS ISSUES IN DELIVERING SERVICES THROUGH LMKS • ALL THE ISSUES OF THE VLES ARE RESOLVED ON PRIORITY BASIS BY DIT AND SCAS Personnel mobile numbers of Senior Officers shared with VLEs for addressing their day to day issues Toll free number setup and provided to VLEs LMK helpdesk setup in DIT with 3 resources of DIT, GNG and Zoom IT facilitators were deployed through an external agency in all the districts 19
  • 20. CHALLENGE AND RESOLUTION LACK OF AWARENESS Agenda item in all the COS meetings Agenda item in all the VCs with DCs Agenda item in all the Gram Sabhas Publicity through Press Notes & News Paper advertisements 20
  • 21. ROLLOUT STATUS (31-1-2014) 3007 VLEs identified 2764 Certification Requests submitted by SCAs 2069 LMKs certified About 2700 delivering B2C services 2393 delivering G2C services 21
  • 22. GOVERNMENT SERVICES (G2C) 1. ELECTRICITY BILLS PAYMENT COLLECTION 2. I&PH WATER BILLS PAYMENT COLLECTION 3. BSNL BILLS PAYMENT COLLECTION 4. COPY OF NAKAL JAMABANDI 5. COPY OF SHAJRA NASAB 6. HRTC TICKETS BOOKING & CANCELLATION 7. REGISTRATION OF GRIEVANCE/ DEMAND (E-SAMADHAN) 8. SALE OF HRTC DISCOUNT CARDS (SMART CARDS) 9. AGRISNET ADVISORIES 10. EMPLOYMENT EXCHANGE REGISTRATION 11. EMPLOYMENT EXCHANGE RE-REGISTRATION 12. EMPLOYMENT EXCHANGE RENEWAL 22 13. COPIES OF VARIOUS REVENUE CERTIFICATES
  • 23. Government Services (G2C) continued…… Following Services of Himachal Pradesh Public Service Commission: Registration of Applicant Filling of Application Form for one post Filling of Chalan Form and Printout Print of Admit Card 8 following Services of Excise & Taxation Department Sign-up on portal Filling of VAT & Allied services registration application Downloading of check post declaration Form 26A e-return filling of VAT Act (where ITC is claimed from up to 50 dealers) e-return filling of VAT Act (where ITC is claimed from more than 50 dealers) e-return filling of other Acts Entry of date/ time of crossing HP borders with fully 23 downloaded form 27 Submissions of suggestions/ grievances
  • 24. Government Services (G2C) continued…… 15 following services through State Portal and State Services Delivery Gateway: Election Department Forest Department Rural Development Department Sainik Welfare Board Department of Animal Husbandry Application of Inclusion of Name in Electoral Roll Application for Seeking Deletion of Name in Electoral Roll Application of Transposition of Entry in Electoral Roll Application for Correction to Particulars in Electoral Roll Application for Relief for Injury Death by Wild Animals Application for Issuance of BPL Certificate Application for Registration under NREGS Application for work under NREGS Application for Old Age Financial Assistance Application for Gallantry Award Winners Monetary Grant OR Annuity Application for Bus Pass for Award Winners and War Widows Application for Employment of Ex Servicemen Application for Poultry farms 24 Application for Ram Centre OR Sheep Breeding Application for Soil testing
  • 25. Government Services (G2C) continued…… 16 Department of Labour & 17 Employment 18 19 20 21 22 23 24 25 Application for Registration of Establishments Employing Contract Labour Application for Contract Labour License Application for Renewal of Contract Labour License Application for Registration of Establishments Employing Migrant Workmen Application for License for Inter State Migrant Workmen Application for Renewal of Inter State Migrant Workmen License Application for Registration of Trade Unions Application for Motor Transport Worker Registration Application for Renewal of Motor Transport Worker Registration 25 Application for Registration of Shops And Commercial Establishments
  • 26. 27 28 29 30 31 32 33 Government Services (G2C) continued…… Department of Food & Application for Grant of Trade Civil Supplies Article License Department of Application for Grant of License for Horticulture Registration OR Raising Fruit Nursery Application for Renewal of License for raising Fruit Nursery Department of Application for Birth Registration Panchayat Raj and Issuance of Certificate Application for Death Registration and Issuance of Certificate Application for Marriage Registration and Issuance of 26 Certificate Fisheries Department Application for Fishing License
  • 27. GOVERNMENT SERVICES (G2C) – IN PIPELINE • Issuance of Learner Driving License • Issuance of HRTC concessional passes • 11 more services through State Services Delivery Gateway (SSDG) • 51 services through eDistrict • Submission of Education Board’s online applications • Education Board’s Examination Hall entrance Tickets • Education Board Result Cards • Online application of H.P. Subordinate Services Selection Board • Online Result Card of H.P. Subordinate Services Selection Board • H.P. Subordinate Services Selection Board Examination Hall entrance Tickets 27 • Online LPG booking
  • 28. INCREASE IN ACTIVE VLES (PRE OCT, 10) District VLEs Shimla 0 Hamirpu r 0 Mandi 0 Kangra 0 Chamba 0 Solan 0 Bilaspur 0 Kullu 0 Sirmaur 0 Una 0 Kinnaur 0 Total 0 28
  • 29. INCREASE IN ACTIVE VLES – OCTOBER, 10 District VLEs Shimla Hamirpur Mandi Kangra Chamba Solan Bilaspur Kullu Sirmaur Una Kinnaur Total 5 2 0 0 0 0 0 0 0 0 0 7 29
  • 30. INCREASE IN ACTIVE VLES – NOVEMBER, 10 District VLEs Shimla Hamirpur Mandi Kangra Chamba Solan Bilaspur Kullu Sirmaur Una Kinnaur Total 6 5 0 0 0 0 0 0 0 0 0 11 30
  • 31. INCREASE IN ACTIVE VLES – DECEMBER, 10 District VLEs Shimla Hamirpur Mandi Kangra Chamba Solan Bilaspur Kullu Sirmaur Una Kinnaur Total 8 5 2 1 0 0 0 0 0 0 0 16 31
  • 32. INCREASE IN ACTIVE VLES – JANUARY, 11 District VLEs Shimla Hamirpur Mandi Kangra Chamba Solan Bilaspur Kullu Sirmaur Una Kinnaur Total 12 6 6 8 1 4 0 0 0 0 0 37 32
  • 33. INCREASE IN ACTIVE VLES – FEB, 11 District VLEs Shimla Hamirpur Mandi Kangra Chamba Solan Bilaspur Kullu Sirmaur Una Kinnaur Total 19 7 20 17 2 9 1 4 1 2 0 82 33
  • 34. INCREASE IN ACTIVE VLES – MARCH, 11 District VLEs Shimla Hamirpur Mandi Kangra Chamba Solan Bilaspur Kullu Sirmaur Una Kinnaur Total 32 16 30 26 2 10 8 9 3 10 1 147 34
  • 35. INCREASE IN ACTIVE VLES – APRIL, 11 District VLEs Shimla Hamirpur Mandi Kangra Chamba Solan Bilaspur Kullu Sirmaur Una Kinnaur Total 38 25 33 31 6 14 16 11 6 18 1 199 35
  • 36. INCREASE IN ACTIVE VLES – MAY, 11 District VLEs Shimla Hamirpur Mandi Kangra Chamba Solan Bilaspur Kullu Sirmaur Una Kinnaur Total 41 27 35 36 8 27 26 17 6 33 2 258 36
  • 37. INCREASE IN ACTIVE VLES – JUNE, 11 District VLEs Shimla Hamirpur Mandi Kangra Chamba Solan Bilaspur Kullu Sirmaur Una Kinnaur Total 45 33 39 43 10 31 37 34 7 46 3 328 37
  • 38. INCREASE IN ACTIVE VLES – DECEMBER, 11 District VLEs Shimla 123 Hamirpur 97 Mandi 158 Kangra 299 Chamba 65 Solan 86 Bilaspur 89 Kullu 90 Sirmaur 57 Una 161 Kinnaur 9 Total 1234 38
  • 39. INCREASE IN ACTIVE VLES – JUNE, 12 District VLEs Shimla 157 Hamirpur 139 Mandi 229 Kangra 419 Chamba 110 Solan 101 Bilaspur 110 Kullu 131 Sirmaur 85 Una 208 Kinnaur 11 Total 1700 39
  • 40. INCREASE IN ACTIVE VLES – OCTOBER, 12 District VLEs Shimla Hamirpur Mandi Kangra Chamba Solan Bilaspur Kullu Sirmaur Una Kinnaur Lahaul & Spiti Total 180 158 262 450 124 109 124 157 102 212 16 3 1897 40
  • 41. INCREASE IN ACTIVE VLES – DECEMBER, 12 District VLEs Shimla Hamirpur Mandi Kangra Chamba Solan Bilaspur Kullu Sirmaur Una Kinnaur Lahaul & Spiti Total 189 164 273 466 131 114 128 168 102 214 17 3 1969 41
  • 42. INCREASE IN ACTIVE VLES – MARCH,13 District VLEs Shimla Hamirpur Mandi Kangra Chamba Solan Bilaspur Kullu Sirmaur Una Kinnaur Lahaul & Spiti Total 199 175 287 505 149 117 131 179 110 221 17 3 2093 42
  • 43. INCREASE IN ACTIVE VLES – SEPTEMBER,13 District VLEs Shimla Hamirpur Mandi Kangra Chamba Solan Bilaspur Kullu Sirmaur Una Kinnaur Lahaul & Spiti Total 222 183 315 549 163 137 141 194 121 232 18 4 2279 43
  • 44. INCREASE IN ACTIVE VLES – JAN,14 District VLEs Shimla Hamirpur Mandi Kangra Chamba Solan Bilaspur Kullu Sirmaur Una Kinnaur Lahaul & Spiti Total 236 185 331 578 178 148 145 200 130 240 18 4 2393 44
  • 45. Active VLEs (No.) 2000 1500 1000 500 0 7 11 16 37 82 147 199 258 328 471 630 833 962 1050 1144 1232 1279 1346 1414 1503 1664 1750 1787 1856 1903 1936 1969 2008 2042 2093 2131 2169 2193 2223 2252 2279 2317 2339 2362 2393 2500 OCT,10 NOV,10 DEC,10 JAN,11 FEB,11 MAR,11 APR,11 MAY,11 JUN,11 JUL,11 AUG,11 SEP,11 OCT,11 NOV,11 DEC,11 JAN,12 FEB,12 MAR,12 APR, 12 MAY, 12 JUN, 12 JUL,12 AUG,12 Sep,12 Oct,12 Nov,12 Dec,12 Jan,13 Feb,13 Mar,13 April ,13 May,13 Jun,13 Jul,13 Aug,13 Sep,13 Oct,13 Nov,13 Dec,13 Jan,14 G2C SERVICES – MONTH-WISE ACTIVE VLES 45
  • 46. 120000000 100000000 80000000 60000000 40000000 20000000 0 65145 270315 248513 705735 1451895 2955401 3534514 5544182 10536836 14951305 23986374 27964048 28867529 31024543 35616387 36789705 35950378 48963680 35346996 44607049 52977105 58018250 57108729 67618835 60721482 64941024 71256300 79083984 74159638 92497698 65271205 90609490 105358626 107664015 109861267 118696338 113374332 115501880 113957482 126987179 140000000 OCT,10 NOV ,10 DEC, 10 JAN,11 FEB,11 MAR, 11 APR, 11 MAY,11 JUN,11 JUL,11 AUG, 11 SEP,11 OCT,11 Nov,11 Dec,11 Jan, 12 Feb,12 Mar , 12 Apr ,12 May ,12 Jun,12 Jul,12 Aug ,12 Sep,12 Oct, 12 Nov,12 Dec,12 Jan,13 Feb,13 Mar ,13 Apr ,13 May ,13 Jun,13 Jul,13 Aug ,13 Sep,13 Oct, 13 Nov,13 Dec, 13 Jan,14 ELECTRICITY BILLS PAYMENT COLLECTION (TILL 30-1-2014) 46
  • 47. 0 Jan,14 D ec, 13 N ov ,13 Oc t,13 S ep,13 Aug ,13 Jul,13 J un,13 Ma y ,13 Apr, 13 Ma r-13 Feb-13 J an-13 D ec-12 N ov -12 Oc t-12 S ep-12 Aug -12 J ul-12 Jun-12 Ma y -12 Apr-12 Ma r-12 Feb-12 J an-12 D ec-11 N ov -11 Oc t-11 S ep-11 Aug -11 J ul-11 J un-11 200 000 Ma y -11 400 000 Apr-11 600 000 Ma r-11 800 000 47 8 89 537 783 1334 2406 4310 6658 10654 13730 18251 24014 31587 41113 52637 64060 80481 99788 120119 140866 159142 182690 206521 242942 285117 331113 392385 453702 513018 570663 632584 691009 757429 820755 882285 959970 1037170 100 0000 Feb-11 120 0000 J an-11 Jamabandies (Nos.)
  • 48. Jan,14 No v,13 Sep,13 Jul,13 May,13 Mar,13 Jan,13 No v,12 Sep,12 JUL ,12 MAY,12 MAR,12 JAN ,12 NO V,11 Amount (Rs.) 543286 1114636 2026530 2796569 3568712 5125591 6664825 8057767 9678438 11484479 12714540 14707904 17489339 19631106 20755867 24051990 26619388 30063920 34148850 37604779 39068008 41333256 44188224 48255315 52170833 56468400 59489333 63350232 66263673 70000000 60000000 50000000 40000000 30000000 20000000 10000000 0 SEPT,11 I&PH WATER BILLS PAYMENT COLLECTION (CUMULATIVE) 48
  • 49. Amount (Rs.) 7000000 6000000 5000000 4000000 3000000 2000000 1000000 0 6248 15277 35266 47570 94157 132482 170820 240346 300136 390998 638158 927843 1078533 1225777 1502353 1831675 2090510 2373837 2654751 2934834 3129639 3517146 4109725 4549603 4966874 5409485 5994098 6665093 7149039 7575421 8000000 Aug,11 Sep,11 Oct,11 Nov,11 Dec,11 Jan,12 Fe b,12 Mar,12 Apr,12 May,12 Jun,12 Jul,12 Aug,12 Sep,12 Oct,12 Nov,12 Dec,12 Jan,13 Fe b,13 Mar,13 Apr,13 May,13 Jun,13 Jul,13 Aug,13 Sep,13 Oct,13 Nov,13 Dec,13 Jan,14 BUS TICKETS (CUMULATIVE) 49
  • 50. 6347616 8818445 Oct,12 Nov,12 65026635 59789639 54762960 49868709 45023427 40157549 35676732 Amount (Rs.) Jan ,14 Dec,13 Nov,13 Oct,13 Sep,13 Aug,1 3 Jul,1 3 31719744 28052644 24616291 21179848 17488352 80000000 Jun,13 M ay,13 Apr,13 M ar,13 Feb,13 14417026 4394517 Sep,12 Jan ,13 2645916 Aug,1 2 11520381 1284372 Jul,1 2 60000000 Dec,12 356868 0 Jun, 12 20000000 82121 40000000 May,12 BSNL BILLS PAYMENT COLLECTION (CUMULATIVE) 50
  • 51. BUSINESS SERVICES (B2C) • MOBILE RECHARGE • DTH SERVICES • LIFE AND GENERAL INSURANCE • PAN CARD • COMPUTER/ IT TRAINING • TYPING AND PRINTING • PHOTOGRAPHY • LIC PREMIUM PAYMENT • SELLING OF SOLAR PRODUCTS 51
  • 52. FUTURE ROADMAP Exploring other areas All future applications with LMK as service delivery point Linkages with PRIs Continued capacity building • • • • • Banking Insurance Education Health Agriculture etc. 52
  • 53. 53

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