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  • 1. TitleFrontiers in service delivery through e-governance in 21st century – Acase of Pimpri Chinchwad Municipal CorporationNomination for e World AWARDS 2011(GOVERNMENT TO CITIZEN INITIATIVE)
  • 2. NOMINATION FOR E-WORLD AWARDS 2011CONTENTSLIST OF TABLES ............................................................................................................................ 41 BRIEF OVERVIEW ................................................................................................................... 52 DESCRIPTION OF SOLUTION ................................................................................................ 72.1 Software Specification of system ........................................................................................ 82.1.1 e-Procurement and Property & Water Revenue Management System ........................................82.1.2 Dashboard for works Management ..............................................................................................82.1.3 Birth & Death and Grievance Management ..................................................................................83 BENEFITS .............................................................................................................................. 103.1 Phase I e-Governance services ........................................................................................ 103.1.1 Building Permission Management ..............................................................................................103.1.2 e-Procurement System...............................................................................................................113.1.3 Online Birth and Death Certificate ..............................................................................................123.1.4 Property tax and water charges revenue management system .................................................133.1.5 Grievance Management System ................................................................................................133.1.6 Online Dashboard for works Management .................................................................................153.1.7 Solid Waste Management with vehicle tracking .........................................................................153.2 Phase II e-governance services ........................................................................................ 164 IMPACT AREAS..................................................................................................................... 194.1 Improving Reach ............................................................................................................... 194.2 Cost Savings ..................................................................................................................... 194.3 Improving Customer Service ............................................................................................. 205 RELEVANCE TO INDUSTRY ................................................................................................ 236 CV(S) OF PRODUCERS ........................................................................................................ 266.1 Policy and Strategy: .......................................................................................................... 266.2 Project Management ......................................................................................................... 266.3 Project Design and Implementation .................................................................................. 287 SERVICE DELIVERED BY PROJECT .................................................................................. 307.1 Property & Water Revenue Management ......................................................................... 30 -2-
  • 3. NOMINATION FOR E-WORLD AWARDS 20117.2 e-Procurement .................................................................................................................. 307.3 Building Permission Management .................................................................................... 317.4 Dashboard for Works Management .................................................................................. 317.5 Grievance Management System....................................................................................... 317.6 Solid Waste Management with Vehicle Tracking .............................................................. 328 PROJECT DIFFERENCIATION ............................................................................................. 339 ROLE OF IT TEAM................................................................................................................. 349.1 Policy and Strategy ........................................................................................................... 349.2 Project Management ......................................................................................................... 349.3 Project Design and Development ..................................................................................... 3410 PROJECT SUSTAINABILITY AND SCALABILITY .............................................................. 36 -3-
  • 4. NOMINATION FOR E-WORLD AWARDS 2011LIST OF TABLESTable 1: List of service/departments for Phase II of the e- Governance Project ........................................ 16Table 2: e-Procurement Statistics ............................................................................................................... 20Table 3 : Status of Complaints .................................................................................................................... 21Table 4: Status of building permission system as on 24th August, 2010 ................................................... 21 -4-
  • 5. NOMINATION FOR E-WORLD AWARDS 20111 BRIEF OVERVIEWPimpri Chinchwad Municipal Corporation (PCMC), an Urban Local Body (ULB) was formed in 1982 andwas primarily an Industrial Hub. However after 2001, there was a spurge in the residential sector and thepopulation of 10.06 lakhs during 2001 started increasing at the rate of 11% to reach 16 lakhs in 2010. Thecity is strategically located at 160 kms from India’s financial center Mumbai and about 10 kms from one ofthe contry’s major IT hubs, Pune. Pimpri Chinchwad which developed as a supporting township for Pune,has now emerged as an alternative in its own right with strong auto and auto-ancillary industries at itscore. The growth drivers of the city are slowly getting diversified and steadily shifting towards new clustersof Chakan, Hinjewadi, Talegaon and Talawade IT Park of Pune.As a growing city and considering changing requirements of the city, it was envisaged that major changeswill be required in operation and management of its services. The vision formulated during 2007 wasaimed at ensuring the economic development of the city along with improving the quality of life of thecitizens of Pimpri-Chinchwad. The important areas identified were, providing universal access ofmunicipal services to the urban poor, improvement in the standard of education and providing an efficientcivic administration.To effectively realize this vision, PCMC has embarked on the development of an integrated e-Governance Program that will result in improved transparency, efficiency and will lead to building citizencentric governance. PCMC has not only proposed to deliver online services but has designed its initiativeto reduce the citizen’s footfalls in Corporation’s offices.PCMC is integrating and developing its entire operational system over e-Governance infrastructure.During the Phase I of the project the services were people interaction was substantial were targeted.During the phase II of the project which was initiated in January 2010, deals with bringing all internaloperational activities of each individual department on e-Governance platform and interlinking all theexisting services and department for efficient information sharing and control.The phase I of the project has brought forth citizen centric services involving around eleven Corporation’sdepartments. Currently PCMC is delivering following services online to its citizens: 1. Property & Water Revenue Management 2. e-Procurement 3. Building Permission Management 4. Dashboard for Works Management 5. Grievances Management 6. Solid Waste Management with Vehicle Tracking 7. Online Birth and Death Certificate -5-
  • 6. NOMINATION FOR E-WORLD AWARDS 2011Besides these, a major service towards management of health of the citizens on e-Governance platformis due for its launch on 12th September, 2010 and is termed as Citizen’s Health Care ManagementSystem project. -6-
  • 7. NOMINATION FOR E-WORLD AWARDS 20112 DESCRIPTION OF SOLUTIONThe e- Governance solution designed to deliver services at Pimpri Chinchwad is as depicted below. Figure 1: E-Governance Solution at PCMC 7 ERP Solutions (32 deptt./services) 1 6Property and Water Revenue Mgmt. 1 Citizen’s Health Care Mgmt.Backend – Computerized Bill Backend – Doctor, Medicinegeneration and Lab test interfaceFront end – Online interface and Front end – Physical CardComputerised collecttion E-Governance Solution 2 5 Building Permission Mgmt.. Online Birth & Death Certificate Backend – Database Backend – Database Front end – Online Interface Front end – Online and Computerized 3 4 e-Procurement SWM with Vehicle tracking Backend – Database and secured Backend – Database and interface interface Front end – Nil Front end – Online InterfaceThe solutions were designed on open source platform. The system architecture used for designing of thesystem is detailed in figure below. Figure 2 : System Architecture SMS gateway Enterprise Service Bus Enterprise Service Bus Enterprise Service Bus -7-
  • 8. NOMINATION FOR E-WORLD AWARDS 20112.1 Software Specification of system2.1.1 e-Procurement and Property & Water Revenue Management SystemProgramming language : Java 1.6Java Frame work : Wicket Framework 1.2Reporting Tools : Jasper Reports, Birt ReportsORM Framework : Hibernate 3Database : PostgreSQL 8.1Third Party Security Tool : Digital SignatureThird Party Payment Gateway : Bill DeskEditors for Development : Eclipse 3.4, Auqa Data, PgAdminWeb/Application Server : Apache Tomcat 6, Apache Geronimo 2.12.1.2 Dashboard for works ManagementProgramming language : Java 1.6Java Frame work : JSF Framework 1.2Reporting Tools : Birt ReportsORM Framework : Hibernate 3Database : PostgreSQL 8.1Third Party Security Tool : Digital SignatureThird Party Payment Gateway : Bill DeskEditors for Development : Eclipse 3.4, Auqa Data, PgAdminWeb/Application Server : Apache Tomcat 6, Apache Geronimo 2.12.1.3 Birth & Death and Grievance ManagementProgramming language : Java 1.6Java Frame work : Wicket Framework 1.4 -8-
  • 9. NOMINATION FOR E-WORLD AWARDS 2011Reporting Tools : Birt ReportsORM Framework : Hibernate 3Database : PostgreSQL 8.1Third Party Security Tool : Digital SignatureThird Party Payment Gateway : Bill DeskEditors for Development : Eclipse 3.4, Auqa Data, PgAdminWeb/Application Server : Apache Tomcat 6, Apache Geronimo 2.1 -9-
  • 10. NOMINATION FOR E-WORLD AWARDS 20113 BENEFITS3.1 Phase I e-Governance servicesThe benefits derived for the citizens and the Corporation after implementation of the e-Governanceservices is detailed below. The details are broadly categorised as activity process before implementationof e-Governance platform, activity process after implementation of e-Governance platform and thebenefits derived.3.1.1 Building Permission ManagementActivity Process before e- Governance platformThe process for getting the building permission was 1. The applicant has to purchase the physical form and provide design details as per the format. 2. The design was submitted in multiple copies at the department office. 3. The Building plan officer then scrutinise the design as per DC rules. 4. The applicant has to separately submit the NoC form for Fire, Water supply, Garden and Sewerage. 5. Building plan officer and other department officer related to NoC, visitS the site and approve the design and the NoC. 6. After submission of all NoC, the building plan approval is given by Building plan approval department.Activity process after e- Governance platform 1. The applicant submits the forms online and attached the design. 2. The same format is received by building approval department and routed to all the departments for NoC. 3. The Auto DCR software checks the design for DC rules. 4. The officers visit the site for approval. -10-
  • 11. NOMINATION FOR E-WORLD AWARDS 2011 5. All NoC’s for the application are approved online by different department and send to Building approvals department. 6. All changes in design required by applicant and status of approval is communicated online. 7. The final approval certificate and design has to be collected physically after the approval status is intimated through system.Benefits BriefThis has helped remove the human error in the approval of design and has substantially reduced the timein scrutinising the design. Prior to the implementation of e-Governance platform the time required wasmin. 90 days but currently building permission for residential plan is approved in 30 days and forcommercial plan its 45 days. Another improved service area is the improvement in communication duringthe approval process as any additional information required or corrections suggested are directlycommunicated to the applicant through online system and the applicant can also see its status of buildingplan approval through the system.3.1.2 e-Procurement SystemActivity Process before e- Governance platform 1. Department prepares the tender document and publishes tender advertisement in the newspaper. 2. The hard copies of the tender document were kept for sale at the sale counter. 3. The bidders had to visit the Corporation’s head office and pay cash to purchase the tender document. 4. After the allowed period of sale, a sealed box was kept in the department for collection of tender documents, earnest money (demand draft) and financial quote of the bidder. 5. After the last date of submission, the bidders submissions were evaluated for technical and financial capability. 6. The bidders were informed through letter about the evaluation and date of opening of financial quote. 7. The financial quote was opened in the presence of tender committee and the bidders on the appointed day.Activity process after e- Governance platform 1. Department prepares the tender document and publishes tender advertisement in the newspaper. -11-
  • 12. NOMINATION FOR E-WORLD AWARDS 2011 2. The tender documents are uploaded on Corporation’s website www.pcmcindia.gov.in 3. Bidder has to do one time registration with the department for getting digital key for accessing the e-Procurement system. 4. Bidders submit the documents online as per technical and financial requirement of the tender. 5. Bidder pays tender cost and earnest money online through Credit card/Debit Card/Net banking. 6. Bidder submits its financial quote online. 7. The online submitted documents are evaluated and communicated online. 8. The financial quote is opened using the digital key of the tender committee. 9. The financial quote of the lowest bidders is available to all the bidders through the e-tendering system.Benefits BriefThe record of tender fee and earnest money received is available instantantly. Bidders can choose whichtender to participate after studying the tender condition. Since all the bidders are registered,communicating through mails for any change in date or information required is possible. Bidders need nothave to physically drop its proposal and be present for tender opening. Human interface to change thefinancial quote after bidding or knowing the financial quote of competitors before tender opening is notpossible.3.1.3 Online Birth and Death CertificateActivity Process before e- Governance platform 1. Applicant collects the form and submits it in the Corporations Hospital of his area along with the fee. 2. The hospital checks its record of Birth and Death. 3. The officer prepared the certificate by filling the certificate format. 4. Certificate then goes for final sign of the Medical Officer of Health. 5. Applicant then collects its certificate from the hospital.Activity process after e- Governance platform 1. Applicant fills the online format while applying for Birth or death certificate. 2. The system generates a code which is mailed and sms to the applicant immediately. -12-
  • 13. NOMINATION FOR E-WORLD AWARDS 2011 3. With the code the applicant logs into the system and searched his birth or death certificate. 4. Applicant makes the payment online using debit card/credit card/net banking. 5. Certificate with digital signature is available for printing.Benefits BriefThe time required for getting a birth or death certificate is 15 minutes compared to 15 days required in theolder system. The new system improves the communication with the citizens in case his certificate is notavailable in the online system he can refer the issue through online grievance management system.3.1.4 Property tax and water charges revenue management systemActivity Process before e- Governance platform 1. Corporation delivers the bills to the citizen. 2. Citizen carries the bill to the respective zone office for the payment of bill. 3. Citizen has to wait for its turn for the payment of the bill. 4. Citizen pays the cash at the counter and gets the receipt.Activity process after e- Governance platform 1. Corporation delivers the bills to each citizen. 2. Citizens accesses the property tax link at www.pcmcindia.gov.in 3. Citizens fill in their property tax no. for property bills or customer no. for water bill which is published on the bill. 4. Makes the bill payment and a receipt of bill payment is displayed.Benefits BriefThe time required for payment of the bills is only 10 minutes. Corporation system generates report statingthe no. of bills not paid and since the payments are routed directly in Corporation’s bank account audittrail for payment is maintained.3.1.5 Grievance Management SystemActivity Process before e- Governance platform 1. Citizens submit the written complaints to the respective department or at ward offices. -13-
  • 14. NOMINATION FOR E-WORLD AWARDS 2011 2. The complaint is then received by the Head of the department who then directs it to the concerned officer. 3. The citizen had to follow-up with the concerned officer till the issue is resolved.Activity process after e- Governance platformTwo types of interfaces have been developed Web based Interface 1. For registering the complaint through web, the citizen has to visit www.pcmcindia.gov.in and launch it’s complaint. 2. After recording of the complaint, the HOD of the department is intimated by the system. 3. Internally system generates daily pending complaint report. 4. The respective complaint is monitored by Citizen Facilitation Centre (CFC) officials. 5. The citizen can track the progress of it’s complain through the PCMC website using the complaint token (generated during the launch of complain). 6. The HOD’s have to send its response to CFC which in-turn communicate the same through mail/ phone to the citizen. SMS based Interface 1. The citizen has to SMS its complaint to 9922501450. 2. After the recording of complaint, an SMS is send to citizen indicating the complaint ID. 3. At 4 p.m, the daily complaint report is submitted to the Commissioner, who reviews it and issues directives to respective department HOD’s the next day. 4. The citizens are kept updated about the action taken on the complaint through SMS from time to time. The system generates the reports date-wise, department wise, pending and attended complaints which are escalated to the higher officer automatically by the system if there is delay in addressing the complaint.Benefits BriefTracking of complaints till an action is taken. Communicating the status of the complaint to the applicant. -14-
  • 15. NOMINATION FOR E-WORLD AWARDS 20113.1.6 Online Dashboard for works ManagementActivity Process before e- Governance platform 1. The vendor performs work on site. 2. Corporation’s engineer would verify the work on site and record the same in the Measurement Book (MB). 3. The file was then circulated to department’s HoD for the approvals of bills and any further decision.Activity process after e- Governance platform 1. The vendor performs work on site. 2. Corporation’s engineer would verify the work on site and update its progress through its system in the nearest site office. 3. The same data is accessed for taking decision regarding bill approvals and during project control activity.Benefits BriefThe control over the progress of the work by the City Engineer is enhanced as he can access daily thework wise and officer wise project progress with information like deadline of project, how much time, whatpayment has been released, quantity of work done etc. Manpower saving in maintaining and sortingrecords for decision making during meetings or approvals or blacklisting of vendors. The time required forvendors billing is reduced as the approvals are directly checked on the basis of data reported on thesystem which is digitally signed by the officer.3.1.7 Solid Waste Management with vehicle trackingActivity Process before e- Governance platform 1. As per daily routine, vehicles were dispatched on the different route for collection of waste from the bins. 2. The sanitation officer depending upon the complaint of the citizens or random check would inspect if the waste has been collected or not.Activity process after e- Governance platform -15-
  • 16. NOMINATION FOR E-WORLD AWARDS 2011 1. As per daily routine vehicles were dispatched on the different route for collection of waste from bins. 2. The vehicle tracking system monitors the route taken by the waste collection vehicles. 3. The no. of waste bins and the time of collection from waste bins by the vehicle is also monitored.Benefits BriefThe officer’s time required in monitoring the actual waste collection on site is reduced. Cleaner city byassured service of waste collection and prevention of spread of communicable diseases. Improvement inwork efficiency of ground staff since it knows that his work progress is being monitored.3.2 Phase II e-governance servicesThe phase II of e-Goverance project deals with inter-linking the internal operations and external servicesof the Corporation. It involves developing software interface for remaining 32 departments so as tomanage its internal operations and information sharing for efficient management. The project was initiatedin January 2010 and is planned for Go live by May 2011.The departments selected are listed below. Table 1: List of service/departments for Phase II of the e- Governance Project Sr. Software Packages (Department/Service No. wise) 1 Licenses (Sky Sign & Industrial Licenses) 2 Food Licenses Management 3 Solid Waste Management 4 Accounting System 5 Personnel Information System 6 Election Department 7 PCMC Services Portal 8 Sports Portal 9 Hospital Management System (IPD) 10 Stores Inventory Control System 11 Audit Department 12 Slum Billing & Management System 13 Basic Services to Urban Poor- Yojana 14 Municipal Secretary Management System 15 Octroi/Cess Management System 16 Town Planning Management System 17 IT Asset Management System 18 Security Management System 19 Vehicle Work Shop Management System Central Drug Inventory Control Management 20 System 21 Intranet 22 Land & Asset Management System -16-
  • 17. NOMINATION FOR E-WORLD AWARDS 2011 23 Fire Brigade Health Program Management/ Animal 24 Husbandry 25 File Tracking System 26 Hawkers Management System 27 Electrical Department System 28 School Management 29 Legal Department 30 Public Library Management 31 Disaster Management 32 Public Auditorium ManagementScenario at the completion of Phase IITo appreciate the thought process in designing and implementation of the phase II of e- GovernanceProject an example of the accounting module being developed is described below. Background:The accounting system flows from the transaction for which budget provisions is done for the year. Alldepartments have their own budget allocations and account department is the central clearance point.After incurring the expenditure bills are send for clearance in accounts department. The accountsdepartment checks the budget provision and clears the bills. Similarly during collection, each departmentcollects the revenue and later transfers the information and revenue collected to the central accountsdepartment which in-turn is reflected in the Corporation’s account. Issues: 1. Each Department has only broad estimate of the funds remaining for their work as per budget provision and often needs to be verified from the accounts department. 2. There is no control, if by mistake a department does excess expenditure than provision made in the budget. 3. Accounts do not have the daily collection and expenditure data at an instant for decision making while approving non-budgeted works. System under Development: 1. Individual accounting interfaces are developed for each department which will be linked to the main system of accounts department. -17-
  • 18. NOMINATION FOR E-WORLD AWARDS 2011 2. Each individual department accounting module will record the departments annual budget and the current status of expenditure incurred. 3. A system lock is applied when the department exceed its budget provision and such additional expenditure will not be allowed to be incurred by the system. 4. All financial transactions incurred in the individual department shall be directly updated in the database which will be extracted by accounts department for knowing the current financial status. 5. The department’s accounting module shall maintain record of its collection against the demand raised and the same shall be available to accounts department on a real time basis. 6. Since the departments offices are spread around the city, web based platform has been provided to each module. Benefits derived 1. All department’s financial status and budgeted expenditure information is available to accounts department. 2. System applied control over expenditure. 3. Complete bill generation and clearance through online system.Similarly for other services of PCMC, which requires inputs or approvals from other departments, will allbe linked and the complete process of service delivery will be management from the new system. Suchinterconnected system will make possible better decision making due to available of authenticinformation. -18-
  • 19. NOMINATION FOR E-WORLD AWARDS 20114 IMPACT AREAS4.1 Improving ReachThe following e-Governance services have helped the Corporation to reach its citizens.Property and Water Revenue Management: Availability of online transaction facility has made the techsavvy and the busy citizens to easily make the payment for their bills. Due to this facility the citizens canmake their payments even if they are travelling or are not in the city. After its launch in 2009-10, 31customers has paid their water bills worth Rs. 43,000 using this system. It is expected that over the periodof time as the awareness of the payment facility is known, most of the citizens will prefer to use the onlinepayment facility.E-Procurement System: The very fact that PCMC has started receiving competitive bids for its tenders(Table 2: e-Procurement Statistics) has been the proof for increase in the reach to the bidder. Biddersfrom other cities have also started participating in the tenders.4.2 Cost SavingsThe following services has saved cost for both the citizens and CorporationProperty and Water Revenue Management: The prime cost saving area has been the savings in themanpower cost to manage the bill collection and recording. Since the collection of bills is routed in theCorporation’s account an accounting trail is maintained and daily checking of balances against billsgenerated helps in taking timely decision for recovery of charges. The impact on property tax collectionhas been substantial and is as represented below. P roperty T ax C ollec tion  P roperty T ax C ollec tion  2010 2009 Month R ec eipt Amt C ons umers Month R ec eipt Amt C ons umers Apr‐10 27603787 3300 Apr‐09 15148096 2481 May‐10 40834721 5015 May‐09 27912418 2421 J un‐10 161641297 28761 J un‐09 18946590 3052 J ul‐10 188423159 ` 26045 J ul‐09 22849607 3742 41,85,02,964 63,121 ` 8,48,56,711 11,696 -19-
  • 20. NOMINATION FOR E-WORLD AWARDS 2011e-Procurement System: This system completely changed the internal and external management of thetendering process. The cost saving areas has been the reduction in manpower requirement for managingthe tendering process, the time lost in resolving queries both regarding the tender and the allegationagainst the tendering practises followed. However, the greatest impact has been the competitive rates ofthe work that the organisation has received. The snap-shot of cost saving after its launch in 2009-10 isshown below. Table 2: e-Procurement Statistics Year Tenders Total Value Avg. Bid 2008-09* 800 350,00,00,000 30% 2009-10 956 589,60,68,685 -27% 2010-11 1063 191,52,41,597 -33%Note: * 2010-11 figures are from April - July 2010.Building Permission: Only highly qualified manpower was required for managing the scrutiny process ofthe design and any wrong judgement in approval resulted in litigation cases by the citizens. Moreover, theprimary function of inspecting the un-authorised construction and inspection of ongoing construction asper the sanctioned norms was being affected due to over load of design checking. However with theintroduction of Auto DCR the manpower required for storing and inspecting the design has been reducesand the work load on other department like water supply, sewerage and fire department for the sanctionof NoC is also reduced.4.3 Improving Customer ServiceThe following services has improved customer serviceGrievances management system: No. of complaints and the type of service against which complaintsare received is the most important indicator for the quality of service delivered to the citizens. In the oldsystem there was no data to analyse the nature of complaints and the no. of complaints receivedaccording to the service. However with the implementation of the system, the service quality provided bythe Corporation is analysed and it also assist in taking decision for budgetary allocation for the services.Since its launch in 2009-10, the following is the scenario of complaints for the period ending 7thDecember, 2009. -20-
  • 21. NOMINATION FOR E-WORLD AWARDS 2011 Table 3 : Status of Complaints Complaints Status 630 Through e-mail 185 Through C.F.C. Centers 112 Through SMS 333 Attended complaints 605 Complaints in process 25Property and Water Revenue Management: The delay and hassle in commuting to the ward office forthe payment of the bills has been reduced. In the old system if there was a mistake in the bill amount,such amount was first required to be corrected by visiting the office and later the corrected amount waspaid at the office. This resulted in wastage of citizens time. In the online system, the citizen has the optionto verify its bill and correct its bill, then pay the corrected amount and later launch a complaint in theweb/sms based system and get the correction done in the PCMC database. This also helps PCMC, inreceiving the bill payments of citizen on time.e-Procurement system: The hassles involved in submission of the bids in physical form, the biddersargument that physical tender is not available for sale on the specified date at the sale counter, theshortage of tender document at the sale counter, allegations that sealed tender boxes are not kept fortender submission and the fear that tender boxes can be tampered for knowing the financial bid orallowing late submission for certain preferred bidders were a regular phenomenon in the old procurementsystem. However, the introduction of e-Procurement system has resolved all the above issues of thebidders and with the security certification of the system; the trust in the ways of Corporation’s operationshas also increased.Building Permission: There was a lot of back and forth information communication between the designexaminer and the applicant regarding the design specification as per DC rules. The hassle has beenresolved by the Auto DCR system as the system itself examines the design and reports the errors wherethe design is not as per the DC rules. Since the response for error is instantaneous the applicant candeploy its time in making the corrections. The statistics of the building permission system is shown below. Table 4: Status of building permission system as on 24th August, 2010 -21-
  • 22. NOMINATION FOR E-WORLD AWARDS 2011 INSR.NO JE NO PROCESS REJECTED APPROVED OUTWARD TOTAL 1 JE1 17 6 6 1 30 2 JE2 11 11 9 0 31 3 JE3 8 4 7 1 20 4 JE4 5 1 1 7 5 JE5 7 11 5 3 26 6 JE6 33 16 19 4 72 7 JE7 26 59 36 9 130 8 JE8 3 2 7 5 17 9 JE9 26 6 10 3 45 10 JE10 13 1 4 2 20 11 JE11 0 3 1 0 4 12 JE12 17 10 6 2 35 13 JE13 9 2 3 0 14 14 JE14 8 13 1 3 25 TOTAL 183 145 114 34 476 -22-
  • 23. NOMINATION FOR E-WORLD AWARDS 20115 RELEVANCE TO INDUSTRYFor the government body to provide the service in an efficient ways is of prime significance since itderives its funds from the delivery of services. Also the change in the outlook over management of publicservices at all administrative level due to awareness has made it mandatory for PCMC to change its oldinefficient operational system. Information Technology products has helped to change the workenvironment, by allocating the process driven and non-judgemental works to be taken care by the ITsystem and the decision oriented work to be taken care by deploying manpower. This allocation ofefficiently utilising the resources has helped in improving the quality of life of the citizens and achievingthe objective of good governance for Corporation.With the awareness of right to information and introduction of service level benchmark, the accountabilityand transparency in operations of the government organisation has become all the more important. Tosustain the quality of service, service delivery platform of e-governance solution has been very handy forachieving transparency in operations.To substantiate our point, we present below the “Citizen’s Health Care Management System” (HCMS)which is due for launch on 12th September, 2010 at eight Corporations hospitals, which includes two multispecialty hospitals, six maternity & general hospitals in Pimpri Chinchwad area. The system also includes16 dispensaries operated by Corporation. The project involved, development and the implementation ofintegrated solution by providing hardware and software components for the HCMS and will cover supportservices like registration counters, pathology, microbiology, cytology, radiology, pharmacy, stores andbilling.Process in the Old system 1. The patient visits the hospital and prepares the test paper. 2. Patient is then directed to the respective doctor as per the problem described by the patient. 3. Doctor examines the patient and suggests medicine. 4. During the subsequent visit, the patient has to prepare fresh case papers and the same process is repeated.Issues in the Old system 1. Time lost in the preparation of test papers at each visits to the hospital. -23-
  • 24. NOMINATION FOR E-WORLD AWARDS 2011 2. If the old test paper is lost by the patient, the same or other doctor has no medical history for previous treatment and it starts its diagnosis afresh. 3. There is no data about the communicable diseases patients/citizens, daily visit to the hospital. 4. If the patient had a long medical history, that information is never captured to improve medical service. 5. Since there is no inter-linking with other support service like medicine, stores and lab, the support service management sometimes fail to cater to the demand of the time.Citizen’s Health Care Management System Process 1. During the patient’s first visit to any of the eight hospitals or sixteen dispensaries, the patient is issued a health card. 2. Once the patient is directed to the doctor, the patient’s login is available on doctor’s computer. 3. The doctor fills in patient’s diagnostic details, medicine, lab test details in the system. 4. While the patient goes to collect the medicine and take the lab test, the in-charge has the patient’s record displayed on his system and he certifies what has been provided to the patient and uploads the lab test result of the patient in the system. 5. The stores officer knows through his system the reduction in stock of the medicines and consumables in the hospital and accordingly plans to replenish the stocks in the hospital at its designated location. 6. During the subsequent visit of the patient, to whoever doctor the patient is directed, the medical history of the patient along with the name of the last doctor attended, medicine prescribed and lab test results is available.Benefits Derived 1. Improvement in the diagnosis analysis. 2. Learning database for the doctors on training. 3. Consultation with other doctors on serious cases in case doctor is not available in Hospital or Country. 4. In case patient is referred to external doctors, a copy of his medical history can be provided on patient’s request. -24-
  • 25. NOMINATION FOR E-WORLD AWARDS 20115. Data analysis on the age of patient and type of diseases patients/citizens are suffering acts as a decision point for taking preventive actions against communicable disease.6. Legal action against doctor’s fault in diagnosis. -25-
  • 26. NOMINATION FOR E-WORLD AWARDS 20116 CV(S) OF PRODUCERSThe team for the implementation of Phase I and Phase II of the e-Governance project is detailed below.6.1 Policy and Strategy:Name: Asheesh SharmaDesignation: Municipal CommissionerOrganisation: Pimpri Chinchwad Municipal CorporationQualification : M. Sc. – Public Policy and Mgmt (London School of Economics and Political Science, UK) B. Tech (IIT Delhi)Experience: 2 years as Municipal Commissioner, Pimpri Chinchwad 8 months as Commissioner, Animal Husbandry, Govt. of Maharashtra (GoM) 2 years as Private Secretary to Union Minister for Non-Conventional Energy Sources 2 years as Collector and District Magistrate in Washim and Osmanabad District (GoM) 1.5 years as Sub-Divisional Magistrate at Karad (GoM)Contact No.: 02027426331e-mail: sharma.a@nic.in6.2 Project ManagementName: Nilkanth PomanDesignation: Computer OfficerOrganisation: Pimpri Chinchwad Municipal CorporationQualification: Masters in Computer Management Advanced Diploma in Computer Application Advanced Diploma in Computer System Software Application -26-
  • 27. NOMINATION FOR E-WORLD AWARDS 2011Experience: 15 years as Computer Officer (IT Head) at PCMC 5 years as Computer Instructor at Shivaji Preparatory Military School 2 years as Service Engineer in NelcoContact No.: 09922501908e-mail: n.poman@pcmcindia.gov.inCore technical team for project ManagementName: Vijay BorudeDesignation: System AnalystOrganisation: Pimpri Chinchwad Municipal CorporationQualification: B.E (Computer Science and Engineering)Experience: 12 years at PCMC as System AnalystContact No.: 09922501200e-mail: v.borude@pcmcindia.gov.inName: Anita KotalwarDesignation: System AnalystOrganisation: Pimpri Chinchwad Municipal CorporationQualification: B.E Computer ScienceExperience: 13 years as System Analyst at PCMC 3 years as Control Assistant at Maharashtra State Board 2 years as lecturer in IT deptt. at HGGSContact No.: 09922501408e-mail: a.kotalwar@pcmcindia.gov.in -27-
  • 28. NOMINATION FOR E-WORLD AWARDS 2011Name: Sridhar PawarDesignation: System AnalystOrganisation: Pimpri Chinchwad Municipal Corporation (PCMC)Qualification: Diploma in computer ApplicationExperience: 20 years as System Analyst at PCMCContact No.: 099225011996.3 Project Design and ImplementationName: Jitendra JoshiDesignation: DirectorOrganisation: Probity Soft Pvt. Ltd.Contact No.: 09970011308e-mail: jit@probitysoft.inName: Kumar MajethiaDesignation: DirectorOrganisation: Probity Soft Pvt. Ltd.Contact No.: 09096052517e-mail: kumar@probitysoft.in -28-
  • 29. NOMINATION FOR E-WORLD AWARDS 2011 -29-
  • 30. NOMINATION FOR E-WORLD AWARDS 20117 SERVICE DELIVERED BY PROJECTThe services delivered by the project is as detailed below. The application snap shot is enclosed in thecompact disk.7.1 Property & Water Revenue ManagementThe services delivered by the system are 1. Citizens can view their bills online. 2. Web based access for the payment of Property tax and Water bills. 3. Easy Property Registration for tax assessment. 4. Provisional Tax and Notice generation. 5. Property Tax Assessment. 6. Collection received against bills is directly credited in bank account. 7. System automatically updates the bill amount paid. 8. Reports available for the paid and unpaid bills along with the pending and received amount.7.2 e-ProcurementThe services delivered by the system are 1. All the Departments publish their tenders online. 2. Bidders can view/download tenders online. 3. Bidders pay SD/EMD fees online. 4. Bidders bid online using digital signatures. 5. Tender-Committee can be defined per tender. 6. Tenders can only be opened by the tender committee using digital signatures online. 7. Generation of comparative statement as well as identification of L1. 8. Bidding Capacity and Tender limits are configurable with the Rate Contracts. -30-
  • 31. NOMINATION FOR E-WORLD AWARDS 2011 9. Facility to define multiple manufacturers for single item and bidders can bid for multiple manufacturers for single item. 10. Lowest financial bids (L1/L2) are published online to all bidders.7.3 Building Permission ManagementThe services delivered by the system are 1. The AutoDCR system reads the drawing and extracts the geometrical information of layouts and building plans. 2. Single Window to get All N.O.C. The application is integrated internally with all departments. 3. Integrated with digital signature key – The applicant signs the application digitally and then it is encrypted. 4. Final detailed rules verification report is produced, indicating Passed/Failed status for each rule. 5. Permission status is available online to the applicant. 6. Escalation of Alerts on unnecessary delays.7.4 Dashboard for Works ManagementThe services delivered by the system are 1. Every work has unique identification number generated by the system which is used for all modification and scrutiny. 2. Budget is loaded in the system as source of the works information. 3. At every stage the person who is in charge of that work needs to update its status. 4. It is linked to e-tendering application. 5. The work flows through various stages of approval. 6. Once it is approved and work order is issued it can be commenced. 7. Work in progress can be tracked for its completion, bills raised, payments made and funds allocation.7.5 Grievance Management SystemThe services delivered by the system are -31-
  • 32. NOMINATION FOR E-WORLD AWARDS 2011 1. Web/sms based complaint launch. 2. Tracking of complaint status through token. 3. System generated alerts to concerned officer for pending complaints. 4. Alerts through sms/mail for update on complaints. 5. Alerts to higher level officer for delay in complaint resolution. 6. Daily status of addressed and pending complaints along with no. of days of pending available.7.6 Solid Waste Management with Vehicle TrackingThe services delivered by the system are 1. Bin wise service efficiency report 2. Route deviation specific alerts via SMS/email 3. Tracking of Vehicle being dispatched. 4. Tracking of no. of waste bins collected by vehicle. 5. Tracking of unloading at waste at land fill site 6. Vehicle stoppage time in various locations and breakdown. -32-
  • 33. NOMINATION FOR E-WORLD AWARDS 20118 PROJECT DIFFERENCIATIONThe prime area of differentiation has been the approach adopted for service delivery. The differentiationachieved is broadly classified asLicense Vs Open source: While the products like e-procurement developed by Government ofMaharashtra (IT department) which charges bidder for every tender participation (licensed product), wehave developed all solution on open source platform.Operation and Maintenance: All the e-Governance products developed by the Corporation are operatedand managed by the regular corporation’s staff. An intensive training programme was undertaken for theselected officials of the department in the operation of the systems.Regarding the maintenance of the system, special IT expert designations have been created and from thestaff of the Corporation, qualified employees have been appointed. The IT experts are currentlyundergoing training for C-DAC’s advance software development course. Each IT officer is completelyresponsible for maintaining and modifying the software as per the requirement. Moreover, the contractsigned by the software developer is for a period 5 years, which include the provision of training theCorporation’s officers in the operation and maintenance of the software. With such a forward lookingstrategy, Corporation has substantially reduced the future O&M cost of the system.Approach of service delivery: While the other Corporations like Baroda Municipal Corporation whopurchased licensed copy of for double entry accounting system and Nashik Municipal Corporation haveimplemented e-Procurement, dashboard for works management solutions, the approach adopted isdiscrete and concentrates on limited areas. The targeted citizens and services are limited. While PCMChas taken a holistic approach, were the complete database in digitised, all operational transactions areavailable on web based system, interlinking with the other department software for data sourcing andintelligent reports generation as per the requirements of the senior officers. This approach increases theaccess to authentic information which enhances the decision making capability of each and every staff.This in-turn will equip the staff to deliver the service efficiently. -33-
  • 34. NOMINATION FOR E-WORLD AWARDS 20119 ROLE OF IT TEAM9.1 Policy and StrategyThe roles played by the Municipal Commissioner in the successful implementation of the project are 1. The concept development on how a service needs to be delivered. 2. The identification of services for e-governance delivery mechanism which will improve service quality. 3. Creation of team structure and allocation of responsibility. 4. Making budgetary provision for funds required.9.2 Project ManagementThe roles played by the Computer Officer and his team in the successful implementation of the project is 1. Identification of detail activities for implementation. 2. Identification of experienced staff for monitoring and quality control of the project. 3. Identification of qualified and experienced project implementation team. 4. Preparation of project implementation plan. 5. Identification of tech savvy staff from each department for training on project development and maintenance. 6. Procurement of Hardware for the system.9.3 Project Design and DevelopmentThe roles played by Probity Soft Pvt. Ltd and his team in the successful implementation of the project is 1. Identification of system requirements through discussions with the department. 2. Setting-up of the coding and testing team for different application. 3. Designing system application test models and interfaces for approvals. 4. Suggesting the hardware requirement for the system being developed. -34-
  • 35. NOMINATION FOR E-WORLD AWARDS 20115. Development of application based on the technical requirements specified by the project management team. -35-
  • 36. NOMINATION FOR E-WORLD AWARDS 201110 PROJECT SUSTAINABILITY AND SCALABILITYThe project sustainability and scalability rest on the following parameters.Cost of Operation: The system is developed on open source platform and there is no license feecharged on transaction. The expenditure for using the payment gateways for property tax and watercharges bills is charged directly to the users. The technical manpower required for troubleshooting thesystem issues are currently provided by the developer and during the contact period the Corporationsstaff are being trained to maintain the system. In the long run the system operation and maintenanceshall be completely managed by in-house experts. The fee charged for providing the service online andthe cost saving through the e-Procurement system will balance the cost of operation of the system.Capacity to provide service: As the no. of service users increases the system needs to be augmentedto cater to the demand. Such augmentation shall be required in both system hardware and software.Since the Corporations have its own IT budget and its staff is being trained to completely manage thesystem operation and maintenance, the project can be scaled to meet its futuristic requirement.Capacity to maintain and modify as per change in requirement: The availability of qualified staff at alltimes to maintain the system will always be the concern for sustainability of the system. Since theCorporation is already training the staff in advance level of software development and the softwaredevelopment team (Probity Soft Pvt. Ltd.) has to train the Corporations staff for stand-alone operation andmaintenance of the system, the availability of qualifies staff will not be an issue. Moreover since all thesoftware is being developed on open-source platform hiring of software vendor in case of emergency willnot be much of an issue. -36-