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Inclusive Developmnet through Converged Public Services - Learnings from India
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Inclusive Developmnet through Converged Public Services - Learnings from India

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This is generic presentation on e-Governance implementation and good practices made in 2011. The presentation was aimed at providing an overview on good e-Governance practices and principles to a ...

This is generic presentation on e-Governance implementation and good practices made in 2011. The presentation was aimed at providing an overview on good e-Governance practices and principles to a ministerial delegation from Iraq invited by UNDP under South - South Exchange program. The author is an e-Governance expert and a senior consultant with The World Bank.

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    Inclusive Developmnet through Converged Public Services - Learnings from India Inclusive Developmnet through Converged Public Services - Learnings from India Presentation Transcript

    • Inclusive Development through Converged Public Services …Learnings from IndiaVikas Kanungo,Chairman – The Society for Promotion of e-Governance, Indiavikaskanungo@egovindia.org UNDP India, April 25,2011
    • Getting the basics right…  Democracy – Government under people, not over them  Mission of e-Government projects – empowering the citizens , not controlling them  Use of Information technologies and new media - to enable participation in policy making (e-participation), not for converting monolithic government services to electronic format ( From big state to enabling state)  Partnership Models – MSP not PPP© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
    • Government/e-Government ? Major Policy Goals for Government / e-Government 1. The search for savings: dynamic, productivity-driven and value for money concept and set of institutions (‘more for less’) Citizen as a Tax Payer 2. The search for quality services: inter-active, user-centred, individualisable, inclusive services, maximising fulfilment and security Citizen as a consumer of services 3. The search for good governance: open, transparent, accountable, flexible, democratic Citizen as a voter© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
    • e-Government Actors Cost-efficiency and effectiveness Governments Private sector Public Service Citizens Unions CSOs NGOs organisations Providers Intermediaries & Mediators Creation of knowledge The public: based Businesses Citizen and consumer public value Reduce transaction cost Diversity of needs Competitiveness Empowerment Final users© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
    • Major Strategic Areas in e-Government  Government process re-engineering  Meeting user needs and expectations  Managing change and human resources  Technology Deployment  Socio-economic drivers of change  Service delivery  Access for all  Institutional and legal structures  e-Governance and e-Democracy© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
    • Reengineering Government Processes GPR (1) -- internal Traditional government Citizens and businesses Office A Office B Office C Office D© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
    • GPR (2) -- internal Front-office re-engineering Citizens and businesses Front office (CSC) Office Office Office C Office A B D© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
    • GPR (3) -- internal Back-office re-engineering Citizens and businesses Front office (CSC) Function C Function A Function Function D B© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
    • GPR (4) -- internal Total re-engineering Citizens and businesses Mobile Front CSC Back Lap Top office Voice Digital TV Portal office Citizens and businesses© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
    • GPR (5) -- between back-offices / agencies Vertical Between government integration levels: international national/federal Both vertical and horizontal integration = regional tailored and joined-up government for: local -- citizens e.g. life events Community -- business e.g. discrete activities e.g.integration of -- targeted at specific user groups single government functions like admin, health, education, etc. Horizontal integration Between different government departments or agencies, Traditional, including with non-government actors, such as the compartmentalised, private sectors (in PPPs) and the third sector such as bureaucratic government NGOs. e.g. integration of multiple government functions in one place or between places at same level (cross border)© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
    • National e-Governance Plan (NeGP) – An Overview Diverse 2,40,000Vision Local Govt. Languages, Cultures, Institutions Religions“Make all Government services accessible tothe common man in his locality, throughcommon service delivery outlets and ensure 610 Districts 1.2 billion 35 States,efficiency, transparency & reliability of such UTs peopleservices at affordable costs to realise the 6000 Blocksbasic needs of the common man.” 638,000 Villages Strategy to Realize NeGP Vision  Centralized Initiative, Decentralized Implementation  Focus on Services & Service levels  Ownership and Central Role of Line Ministries/State Governments  Emphasis on Public Private Partnerships (PPP)© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
    • NeGP MMPs ( Mission Mode Projects) Central (9 ) State (11)  Income Tax For 35 States  Central Excise  Agriculture Integrated (7)  Passports/Visa  Land Records - I & II  e-BIZ  Immigration  Registration (NLRMP)  EDI  MCA 21  Transport  India Portal  UID  Treasuries  Common Service Centers  Pensions  Commercial Taxes  NSDG  E-Office  Gram Panchayat  E Courts  Industry Initiative  Municipalities  E Procurement  Banking  Police  Insurance  Employment Ex.  E-District© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
    • Common Service Centers – Front end Infrastructure for service delivery© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
    • Implementing e-Government in Iraq – Learningsfrom Indian Experiences  There needs to be a transformation of government to prioritise the production and distribution of public goods (‘content’) rather than public administration (‘control’), with a re-vitalised public service ethic and high skill, high value staff  Down-sizing and centralisation of the back office (control), even up to national and international levels:  Open technical platforms, interoperability, standardisation, comprehensive security systems, integrated processes, shared databases, economies of scale and scope, based on KM principles, CRM -- middle office, shared service centres  Up-sizing and de-centralisation of the front office (content) to provide high quality, simple, localised, personalised, services:  grounded in local situations, responding to the large variety of individual needs of both users and government, and respecting and promoting democracy at all  (R)e-balancing -- freeing up and redeploying resources Let the technology do what it does best -- let people do what they do best….© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
    • Moving Forward – Foresight for next generation Public Services  Focus on what citizens and business really want, rather than the machinations of existing government structures and systems  Focus on using new technology as a tool to support services and governance, i.e. enable people to do what they do best (e.g. provide “warm” human services) and enable technology to do what it does best (e.g. provide effective and efficient data, information and communication systems)  Develop and re-vitalise the existing public service ethic into one suitable for the information society and knowledge economy. This would include recognising that government can learn from business, and vice versa, but that there is a unique Indian way to e-government which combines both economic efficiency as well as social cohesion and access for all.  What we think of as e-government today will become (just) government within ten years – i.e. all of government will use and become “e”.  In the same way that “e-business” is migrating to “k-business”, so “e-government” will migrate to “k-government” in the sense that the technology will become unremarkably ubiquitous (the norm) and intelligent services will be provided by intelligent government  Develop “me”-government, i.e. personalised, intelligent government, based on knowledge management, artificial intelligence and ubiquitous, ambient technology. Anytime, anywhere, any service, on the user’s own terms.© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
    • Transformation through e-Government – A roadmap for Iraq Process re-engineering Mindset & cultural re-engineering Networked, learning government Based on appropriate Bureaucratic government ‘Best practice’ government balance between top-down and bottom-up Based on benchmarks, * networked and local No measurement of results. measurement, comparison * ‘joined-up’ Rewards based on other against the ideal: * ‘learning practice’ factors: * ROI * knowledge management * longevity * league tables * flexible and responsive * size of budget * do more with less * focus on public value * level of authority * lean government * focus on supporting social * who you know * business models and economic development * focus on intelligent content Employees protect their jobs Employees subject to efficiency (rather than control) and empires pursuing larger and ‘transparency’ initiatives, * personalised budgets, more staff and greater performance measurement, etc. Employees most valuable power. asset, supported by ICT and Immediate Focus over next 5 knowledge tools. years?? Foresight for next 10 years???© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
    • www.mgovworld.org – Global Observatory and knowledge portal on MobileGovernance Thank You . Vikaskanungo@egovindia.org © Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011