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eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...
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eOdisha Summit 2014 - e-Governance – The Road Ahead Challenges... - Sanjay Panigrahi, CEO...

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  • 1. e-Governance: Challenges of Procurement & Service Delivery
  • 2. “An ounce of practice is generally worth more than a ton of theory” -- E.F. Schumacher, “Small is Beautiful”: A study of economics as if people mattered.
  • 3. Majority of Indian still lives in villages Sahaj- Catalyst for Rural Development 7% Urban 30% 70 Million HH 7% Rural 70% 164 Million HH 40 Cities 450 Towns 7% 5 Million + 5 Metro 4,041 Peri Urban 1 Million + 7% 0.1 – 1 Million < 0.1 Million < 10,000 70% SOURCE: Census Projections 2011 6,40,867 Villages India resides in Rural 3
  • 4. Where does Odisha stay?? 40 Cities 10 Towns 10% 116 Peri Urban 7% 0.1 – 1 Million < 0.1 Million < 10,000 83% 51,313 Villages Odisha resides in Rural It is important for Govt. scheme to reach out to rural as rural citizen consists of 83% of total State Population 4 SOURCE: Census Projections 2011
  • 5. - Internet penetration(GPRS) in India is only 4% in Rural. - Digital Literacy is still a challenge in many micro Rural areas - Affordability of Handheld devices at Rural citizens level with GPRS activation is far off from “Critical Mass” required for delivery of services to the Rural Citizen profitably. - “Click and Brick” mode for delivering services is the Key Success factor for Rural Access , be it for Govt/ Pvt/ Social Sector…hence , the micro enterprise “Common Service Centre”
  • 6. e-Governance as a PPP strategy for rural Building the development centric e- governance goals with skills ,efficiency of private sectors in a PPP mode to bring speed long term viability. • Hence, the Scheme is being deliberately positioned as a multi-dimensional initiative: – Not just e-governance; Not just information; Not just digital services… – But all that and more based on the Community needs • The Scheme is not about rolling out IT Kiosks but building 100,000 rural businesses – linking rural India to a basket of information, goods and services through end-to-end demonstrable models.
  • 7. CSC – Why an “appropriate” Service Delivery Model. Ready brick and mortar Structures in villages for delivery of services Ready Technology and Infrastructure with dedicated human resource Bouquet of services and products offered through one channel Easy to impart training one place “Apna Gaon Ki Dukan” Low attrition of entrepreneur as sustainable income for this micro enterprise with low cost operation. Conduct Literacy Programs at GP Level for Rural Citizens…Banking, Education, Dig ital literacy etc…
  • 8. Govt connect with Citizens Government of India (Govt) Service Center Agency (Pvt ) State Government( (Govt) Village Level Entrepreneur (pvt) Citizen
  • 9. Innovative use of ICT in e-Governance Issue Notifications - forms not valid unless hosted. Downloaded forms valid. List Services List Offices Publish Forms .. eDistrict Portal CSC Unique Application ID Authentication Internet Message Routing CSC e-District Service access Provider CSC Guaranteed Delivery Transaction Log Timestamping Acknowledgement Status Tracking … SWAN State Districts Blocks Tehsils Registration Revenue SHQ Transport Municipality Govt. Departments at various levels Collector’s Office Tehsil / Taluks
  • 10. START Citizen Approaches the CSC Operator END Operator prints the receipt Submit the physical forms along with physical documents, Affidavit VLE logs on eDistrict Portal and clicks on respective link NO ------------------------------------------------------------------------------------------------------------------------------- Application no generated. Operator gets option to print acknowledge receipt YES Is Success Status received Applicant’s form is filled and photos, documents etc are uploaded ------------------------------------------------------------------------------------------------------------------------------URL is redirected back to e-District portal with parameters SKASH Module is invoked
  • 11. Application received at Tahsil officials Inbox START VLE prints the Certificate and Deliver it to Citizen YES Tahsil Officials approve it with digital signature and forward it to CSC. Lekhpal takes the printouts of the application. affidavit VLE resubmit the application with required documents NO END Tahsil Officials forward it online to concern Lekhpal for verification Lekhpal Visit to the applicants Village with physical documents for verification. If Approved Tahsil official get it Approved/ Reject Submit the verification report to Tahsil officials online.
  • 12. Government Service Delivery  4,50,000 citizens per Tehsil  6K to 8K Citizens per CSC.
  • 13. A Case Digital Services Offered.. (UP) Banking • Account Opening • CASA Transactions. • MNREGA Payment • Old Age Pension Travel • Railway Ticketing • Air Ticketing • Bus Ticketing Entertainment • Music Listening • Music Download Financial Services Premium Collection of • Life Insurance • General Insurance • Micro Insurance • Micro Pension • Mutual Fund Consumer Utility • Electricity Bill Collection • Mobile Recharge • DTH Recharge • Solar Products • Energy Efficient Cook stove G2C Services (As on 1st Jan 2014) • Application of Ration Card • Application for Registration in Employment Exchange • Application for Birth/Death certificates • Application for Loan to handicapped • Application for Old Age/widow Pension • Application for caste certificate • Application for Income certificate G2C section contains only indicative list of services. Actual number of online G2C services is 26.
  • 14. List of services in Odisha (Mayurbhanj & Ganjam) • Receiving Application from Citizens:VLE receives 7 types of application from citizens of his Concerned Panchayat, i.e 1. 2. 3. 4. 5. 6. 7. Residence Certificate, Income Certificate, Caste Certificate, SEBC Certificate, OBC Certificate, Legal Heir & Certified Copy of ROR
  • 15. Making Entrepreneurs (Capacity building and Org Sustainability) Development of a Village level Entrepreneur. Key Challenges  Entrepreneurial skills.  Enhancing Consumer Centric.  Business Development Skills.  Soft Skills.  Accounting Knowledge.  IT Skills.  Hygiene components to operate Office Space and Environment.  Proximity to Customer & understanding of Consumer needs.  Trust of consumer  Initiative to tap local Revenue generation Potential  Train Almost 800 + VLE’s per month in various Programs  3 day training for new inducts.  Batch size of 20 to 25 VLE’s.
  • 16. Efficiency enhancement (Case of UP)  The most preferred location for getting the certificate is Sahaj Jan seva kendra  Less distance to be covered for procuring the certificates & Services.  Tehsil average distance to be travel is 18 km and at some places it is as high as 60km.  In Sahaj case it is as low as .5 km to 20km (Average distance to travel is 3.86km) 82% citizens avail services within 5 Kms.
  • 17. Cost to User (UP) Sample size 219 Value of Spends (in % of Spends Rs lacs) Cost Sahaj Tehsil (in Rs.) 20 77% 42% 50 18% 33% 100 5% 12% 500 0% 14% Total 100% 100% Cost of Certificate (in Rs) 20.1 11.9 5.9 0 37.9 Tehsil 10.8 21.4 15.4 89 136.6 Tehsil 10 - 15 Sahaj Sahaj 10 - 25 Expenditure of User (in Rs) (Including Photography, Printing, Scanning, Travel Exp. Etc.) Sahaj 20 to 50 Avg Cost of Service –  Sahaj – Rs 29.10  Tehsil - Rs 105.10 Tehsil 20-100  Saving of Rs 1 cr (approx) of Rural Citizens in a month in 3 Districts.  Sample of 219 prorated to 1.3 lac citizens who transacted from CSC in a single month.
  • 18. Adherence to SLA A Concern In Percentage No. of Days Tehsil / Tehsil / Sahaj Lokwani Sahaj Lokwani 0-7 8 - 15 Days 20 118 9% 54% 73 87 33% 40% 16-21 56 26% 0% >21 No response 49 1 22% 0% 21 13 10% 6% Total 219 219 Issuance of Certificates  Avg time taken at Tehsil / Lokwani Kendra is less than 7 days. Avg time taken at CSC is 19 days.  Termed digital but process is still operating as manual – as document’s are required by approving authority in hard copy – VLE fecilitates. Approving authorities sit at Single Window / Lokwani
  • 19. CSC – Model as envisaged in 2006-07 World Class ITInfrastructure Organised Market Cluster of 6 Villages Bouquet of content & Services Trained Entrepreneurs Centers to be managed by Professional Agencies Financial Support Branding & Publicity Support
  • 20. Challenges in e-Gov. Service Delivery(UP) • • • • Interrupted connectivity. Low / Fluctuating power supply. Entrepreneurial skills in VLEs to improve. High operational hours of CSC versus restricted days and timings at Govt. offices. • Physical movement of documents from VLE to Tehsil / local government offices. • Service delivery becomes efficient but impact on transparency and corruption is marginal(Need publicity and administrative engagement) • Delivery of services(TAT)
  • 21. District level challenges Contd…. • A few schools / colleges / Bank officials still to acknowledged the digital certificate. • Submission of documents along with affidavit (Notary) at CSCs.(?) • Resistance to change among local Govt. functionaries (Taken time) • Technical Training of Govt. functions (Tehsil level) • Confidence building up of Govt . functionaries toward “digital governance” from “paper based governance”. • Absence of FIFO system. • Facilitation Centers vrs CSCs (PPP) -Block level managed by Govt.
  • 22. Problem Resolution and exception handling  Each VLE has its own unique Login and Password mapped under Sahaj. (Ratified by IT Depart. Govt.)  If a filled application faces problems (connectivity failure, website downtime etc) then the application is moved to a pending folder and application can be resubmitted once the problem is resolved.  If there is a query on the application then the same application can be updated with proper supporting and can be submitted for reconsideration.
  • 23. Rural Entrepreneur : A micro enterprise …… A small Real Life story….. One of the CSCs…. Odisha Video
  • 24. Opportunity and Challenges… to the Rural Micro Enterprise Challenges – Seamless and uninterrupted good quality Connectivity at remote rural location. – Challenges of launching viable services. Breaking the mindset of Rural Citizen of “old ways of availing services”. – Challenges of emerging consumer needs and aspirations.( Especially the “Youth” with affordable yet contemporary services) – Challenges of “flirting “ Competition .Unviability of multiple IT enabled Service delivery Shop fronts in the same GP. – Need for Roll out of more and more G2C services . – “Fragmented demand” in a large scattered geography hence need for Robust Service Enabling ecosystem with Physical Footprint. .
  • 25. Thank You Sahaj e-Village Limited HIG-214, Kanan Vihar, Phase-1 Bhubaneshwar -751024 Phone: +0674-2740844/46 email : enquiries@sahajcorporate.com website : www.sahajcorporate.com

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