Municipal Services Delivery through Converged Handheld Digital Devices @ CUES

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Municipal Services Delivery Through Converged Handheld Digital Devices

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Presented by :
SUBHENDU MAJI
IT Coordinator, Burdwan Municipality
mail@subhendu.net
+91 93326 45926

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Presented at :
CONFERENCE ON MUNICIPAL PLANNING AND REFORMS IN WEST BENGAL
16th March 2013
Centre for Urban Economic Studies, Calcutta University

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Municipal Services Delivery Through Converged Handheld Digital Devices

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MUNICIPAL SERVICES DELIVERY THROUGH CONVERGED HANDHELD DIGITAL DEVICES
E-governance may be defined as “use of information and
communication technologies (ICTs) by public bodies to deliver
information and/or services to citizens and other stakeholders to
complement, replace or improve existing delivery systems”. Now “M-
governance” or mobile- governance is personalizing and extending the
concept of E-governance and delivering services to the hands of the
citizens and other stakeholders.
E-gov ?
Introduction:

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Introduction
Urban local bodies in India are the primary delivery mechanism for
providing basic services to urban citizens in the areas of public health,
education, social development, water, sanitation, Street lighting, solid
waste management, land development, transportation, beautification,
housing development, livelihood development and many other essential
services. Generally urban local body consists of a board of councillors by
the elected members and assisted by government bureaucrats. Elected
representatives provides the socio-political interface to the citizens, the
bureaucrats handle the delivery mechanisms of the policies initiated by
the board of councillors.
ULB ?

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It can be observed that most of the urban local bodies in India have a
poor understanding of the enormous potential that information and
communication technologies hold in improving the functioning of these
organizations. In so many cities private public partnership in urban
governance has been successful in bringing together the various stake-
holders consisting of municipal service providers, the city government,
domain experts, nongovernment organizations and the citizens on a
common platform to discuss urban development issues and evolve
common governance guidelines.
Scenario:
Introduction:

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Why handheld digital device?
Usage of handheld digital device based service
delivery in urban local bodies (ULBs) can extend
capabilities of indigenously developed mobile
devices and applications in bridging the digital
divide in an evolving economy in the Indian
context. Usage of converged handheld digital
devices based service delivery in urban local
bodies can enhanced social dialogue, multi-criteria
decision making, standardized and simplified
processing.
Introduction:

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It is well known that handheld digital devices like mobile phones, tablet
PCs have become the most wide-present communication device in
Indian cities and towns, with higher penetration rates than the
Internet. These days mobile communication in India is affordable and
as such no skills and training required using the device and services.
converged handheld digital devices in India
Introduction:

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Trends in Telephone subscribers and Tele-density in India
Introduction:
Mobile phone in India

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Introduction:
Mobile phone in India
Opportunities for the mobile phone based service delivery in urban local bodies
have incredibly expanded due to growing interest among the citizens and other
stake holders.
Wireless Subscribers
Total Wireless Subscribers 929.37 Million
Urban Subscribers 596.98 Million (64.24%)
Rural Subscribers 332.38 Million (35.76%)
Teledensity 76.68
Urban Teledensity 162.57
Rural Teledensity 39.35 Till May 2012.
Source: TRAI

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Converged handheld digital devices based services can be used as a
tool to improve good governance, facilitates openness and
transparency and creates a freer flow of information between
departments, institutions and various layers within government. Also
facilitates a freer flow of information between government and
citizens and opens up opportunities for citizens to participate more
directly in decisions making that affect them. Converged handheld
digital devices help to create an informative, connected, innovative,
participative and converging society.
Why converged handheld digital devices as a channel
for service delivery in urban local bodies?

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Why converged handheld digital devices as a
channel for service delivery in urban local bodies?
Some of the key reasons to use converged handheld digital devices
as a channel for service delivery in urban local body are-
• Wide spread wireless network infrastructure enables
mobile phones to reach all the areas in any
geographical boundaries without difficulties and
complexities.
Reach

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• Delivery of e-government services in the existing paradigm requires
access to Internet, and in reality very few recipients have access to
internet. While number of mobile phone users is ever increasing
and even more have access through shared usage and ownership.
Total Internet Subscribers 19.67Million
Total Wireless Subscribers 929.37 Million
Till May 2012. Source: TRAI
Access

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• Truly 'anywhere and any-time'. It allows people to
communicate faster, quicker, and sooner. Important
information, ideas and news can be transferred quickly
and waiting for information is greatly reduced. Also
information can be fetched and sent if even the user is
not present in the same geographical area. Further,
there is an increasing public demand for mobility and
easy access to services.
Mobility

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• Just few years ago, when these devices were viewed
as expensive luxuries, meant for large business
houses, the police force and army, and now almost
everyone around us own cell phones. Mobile
phones have become an integral part of people's
lives and m-government will be the normal way of
doing things.
Acceptance

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• Being two-way communication using
various combinations of voice and text
messaging and due to mobility it operates
in real-time. Handheld digital devices are
switched on most of the time, which
widens the concept of instant and real-
time information exchange.
Real-time

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• As handheld digital device is a personal gadget, when using it for
service delivery, every piece of information is meant only for the
person it is desired to. It provides individual users with
personalized information services. By this way, only the
information user-interested can reach the end user only. Also the
system can adapt to a user’s most recent preferences.
Personalization

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• Due to wide reach, high access, good acceptance and real-
time interaction converged handheld digital devices offer
efficient solutions to communication challenges. Also
innovative and applicable technological research and
development is boosting the efficiency of handheld digital
devices based services.
Efficiency

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• Cell phones and converged digital devices have been found to be
of great help also in emergency situations and in times of disasters
and natural calamities. Most tale-service providers and mobile
phones allow users to make emergency calls, so that such
situations can be easily dealt with. For instance there have been a
number of cases where people struck with disasters such as
landslides and earthquakes have found way for themselves with
the use of their mobile phones. It is also observed that the mobile
phone services are lesser effected in natural calamities.
Dependable

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• Handheld digital device technology relatively cost lower than
internet technology, it has minimized the entry barriers for poor
and common people. Affordability form providers end is still a
bit concern as most of the decision makers are unaware of the
cost needed to pay for the infrastructure, communication and
services. In developing regions going mobile may be the only
viable option, economically.
Cost

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• Ever growing use of mobile phones by clients for accessing services like receiving
alerts, doing queries, making application for services, making payments etc.
• Converged handheld digital devices based service delivery can complement and
supplement Internet based delivery of government services.
• There is requirement of converged handheld digital devices based services in time of
natural calamities and creating awareness among citizens.
• There is space to huge scope for alternate modes of delivery as implementation of e-
governance is at an early stage and needs a wider reach.
• Using mobile phone based service delivery it will be easier to reach poor citizens with
e-governance.
Where does converged handheld digital devices based service delivery fit?

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Types of converged handheld digital devices based applications
• Mobile apps (installable mobile application software) can communicate with the
govt. side server to enquire or avail any services available on that platform, like,
enquiring and paying online tax, apply for various services, online grievance
management system etc.
• Citizens can use the mobile phone to make calls to a call centre run by the
government to provide information and services.
• Bulk or user specific SMS can be sent from a central server to reach registered
users who seek specific alerts/information. Also using SMS service, two way real-
time interactions to enquire and receive responses from a Government agency.
• Handheld digital devices can be used for internet connection to a computing and
data communication device.
• Recorded voice / text alert can be sent to differently abled persons in case of
emergency and their regular health information can be monitored.
G2C

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• Grass root workers who work in a distant area from the office they can
access information from the main server in real-time.
• Outdoor workers can seek expert advice or instant approval from the
hierarchy.
• Converged handheld digital devices are used to perform the real-time
synchronization of field data for effective and efficient monitoring of
emergency situation like natural calamities, disease outbreak etc.
• Other govt. agencies’ outdoor workers can seek real-time data verification
from different bodies to take on sport decisions depending on information
received from different govt. agencies.
Types of converged handheld digital devices based applications
G2C

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Role of converged handheld digital devices in ULB’s Service Delivery
Nature of services Role of converged handheld digital devices
Birth, death and
cremation certificate issue
and verification
Can be used to verify whether the certificate is original or not
Health & Sanitation,
Septic Tank Cleaning
Application can be made. Status of submitted applications can be
tracked. Heath status can be monitored from instantly aggregated
field reports.
Waste Removal
Application and complaints about the solid waste management can
be made. Status of submitted applications can be tracked.
Trade License &
enlistment
Can be used to verify authenticity of the license, and owner. Status of
license can be retrieved. Status of submitted applications can be
tracked.
Rickshaw & Van License
Complaints can be made against the vehicle while refusing for a ride
or demanding abnormal fare.

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Role of Mobiles in ULB’s Service Delivery
Holding, Mutation,
Separation,
Amalgamation
Application can be made. Information can be retrieved about any
holding like owners, area of land etc. Status of submitted
applications can be tracked.
Building Plan, Site Plan,
Master Plan, Building
Certificate
Status of submitted building plan/site plan/ master plan
applications can be tracked.
Marriage Hall Booking
Vacancy enquiry and instant booking can be done if a suitable M-
pay system is implemented
Water Car
Application, Vacancy enquiry and instant booking can be done if a
suitable M-pay system is implemented
Water Connection,
Cylinder Tap Repair
Application can be made. Status of submitted applications can be
tracked.

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Role of Mobiles in ULB’s Service Delivery
Property tax, water
bills/charges
Can deliver an abstracted bill with amount due and last date to
registered individuals. Instant payment notification can be sent.
Can pay instant/remotely if a suitable M-pay system is
implemented.
Disbursement of
government funds like
Pensions schemes
Making cash payments from accounts by a bank agent. Normally
mobile equipment can be located closer to the client.
Parking
Vacancy enquiry and instant booking can be done if a suitable
M-pay system is implemented
Disaster management
Sending alerts to registered/all city users-small amounts of
information anytime, anywhere.
Social Campaign and
Event Notification
Sending information to users anytime, anywhere.
Enquiry
Sending information to the user as per their query like tourist
places, parks, cinema halls, restaurants, road guide, traffic
information etc.

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Pros and cons of converged handheld digital
devices based service delivery system:
o Cost of ownership and operations are relatively small and
affordable.
o Penetration is higher than Internet by orders of magnitude.
o Socially more accepted than the web based services.
o Greatly improves convenience-anytime, anywhere.
o Enhances integrated communication using different devices like
surveillance camera, voice services, text messaging service (Booth
SMS and email), online platform (website) etc.
o Personalized information can be targeted to a specific user.
o Even to go online no fixed line telecom access is required.
o Requires less training to operate than a computer and web
based services.

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Pros and cons of converged handheld digital devices
based service delivery system:
o While using mobile phone or tablet pc, comparison to computers
power supply is a definite advantage.
o Can be integrated with small printers, biometric devices and smart card
readers etc.
o Handle small amounts of data on screen and for transfer.
o Generally Cannot be used as a multi user device.
o Low cost mobiles are helping to enhance penetration, but most of
those don’t come with all required features. GPRS, voice message etc
require expensive services.
o The small screen is a limitation, bigger screens require expensive
phones.
o Ability of mobiles to handle many local languages (UNICODE).

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Challenges in converged handheld digital
devices based service delivery system:
 Preparedness and readiness of ULBs to alter
traditional ways of serving customers and adopt new
ways of service delivery.
 Service delivery through converged handheld digital
devices is not a part of the NeGP at present.
 Low cost mobiles and tablets with required features
need to be availed.
 Law of the land does not recognize converged
handheld digital device documents and transactions.

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To do
o Generation awareness and confidence among city
managers need to be done prominently.
o Coordination between banks, banking regulators, NeGP,
mobile service providers, technology providers, ULBs need
to be done.
o Appropriate incentives needs to be taken to avail low cost
mobiles or tablet pcs with required features.
o Advocacy for inclusion in NeGP.
o Amending law to recognize mobile document and
transaction.
o Encouraging NGOs/NPOs to come forward with innovative
initiatives.

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Conclusion
Converged handheld digital devices is not the only solution for improved
communication in governance. Traditional channels like meetings, billboards, radio,
information brochures and various e-gov initiatives should also be taken. Effective
back offices need to be functioning properly and converged handheld digital device
solutions will add an extra dimension to it.
As per DFID, good governance builds on the
concept of action: to create relationships, to
listen, inform, act and deliver government
services in a sustainable and transparent
way. If implemented correctly, mobile
applications can support these actions by
creating a higher efficiency in information
sharing and communications and to create
access to the inclusive public space that is a
prerequisite for good governance.

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Q

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NOTICE:
This presentation contains copyrighted materials from various owners,
therefore all re-use should be abided by copyright law of the land.
Concept right reserved by SUBHENDU.NET

Municipal Services Delivery through Converged Handheld Digital Devices @ CUES

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