OverviewICT in Urban Governance and Service Delivery                   in India                  June 23 2011
ICT stresses the role of CommunicationICT consists of all technical means used tohandle information and aid communication,...
Landmarks 1970 - Dept of Electronics 1977 - National Informatics Centre 1987- NICNET- Satellite based Computer Network...
National E Governance Plan Make all governments services accessible to the common  man in his locality through common ser...
E Gov in Municipalities Economically productive, efficient equitable and responsive  cities in an integrated framework w...
E Gov-Municipalities Pilot- 35 mission cities across 15 states Roll out Quality, accessibility and efficiency of servic...
Demand Supply Gap- projections    Water Supply                      Sewage    (Billion litres per day)          ( Billion ...
Challenges• Availability of Technology• Access to Technology• Infrastructure & Data Systems• Resources- Human , Physical ,...
Mechanisms in place JnNURM/ UIDSSMT Service Level Benchmarking Rajiv AwazYojana- Slum Free Cities Sanitation Planning...
Mandatory ReformsULB level    L1 - E-Governance    L2 – Municipal Accounting    L3 - Property tax    L4 - User charges...
Optional Reforms Introduction of Property Title Certification System in ULBs. Revision of building bye-laws Revision of...
Knowledge Society?
Examples of knowledge needs-Policy Makers -State Policy                                                 Programme/Operatio...
Examples-City ManagersPolicy                                     Programme/OperationalTraining Plan for Municipalities    ...
Information Requests – Immediate requirements                                                ‘Zoning practised in         ...
Examples of information/                         knowledge needsService Delivery & Infrastructure   Decentralization &    ...
Financial Reform   Double entry accounting   Property Tax reforms   Asset Management Plan                                 ...
India Ranks 48th- slipped from 43rd
E Gov-Municipalities Pilot- 35 mission cities across 15 states Roll out Quality, accessibility and efficiency of servic...
E-Ready?Function                       2006   2009PropertyTax                    54     66Accounting System              4...
Demand Supply Gap- projections     Water Supply                      Sewage     (Billion litres per day)          ( Billio...
64 KPIs- Eight Basic Functions Registration and Issue of Births/Deaths Certificate Payment of Property Tax, Utility Bill...
64 KPIs- Eight Basic Functions Government to Government Government to Citizen Government to Business Government to Emp...
What is the SLB framework?           Indicators                              Rationale                         Definition...
Information System   Improved Data   Improved Service    PerformanceImprovement Plans    Reliability     /Performance Leve...
Silicon     Internet     Broadband   Narrow        Bloggingchips       Protocol                 castingFacebook    GSM    ...
The pink blobs represent slums in Pune. 45% of the population live in slums
SlumOwnership inDhaka, 2005
LandsAffected byRiverFlooding,Dhaka
Access to Services , Dhaka
Billing ,Metering
Complaint logging - JUSCO Sahyog Kendra    A call center for    COMPREHENSIVE URBAN    INFRASTRUCTURE SERVICES is    an in...
Re-Engineered Route - III  BEFORE RE-ENGINEERING                                                AFTER RE-ENGINEERING      ...
OUTPUT AND OUTCOMES:•   SEWERAGE:       Treatment capacity is enhanced 3 times at the same location.       100 % human e...
Redesigned Complaint Management Process                  Make                      Make                                  S...
E Gov-Municipalities Quality, accessibility and efficiency of services to citizens  and businesses Internal efficiency f...
Municipal Functions          Project                  Reforms                     Other                             Implem...
Framework for ICT UD Municipal                        Project Functions                    Implementation                 ...
Where are we headed•Transparent systems and procedures•Better Service Delivery Outcomes•Incremental Levels of Municipal Se...
ICT in Urban Governance and Service Delivery in india prof. vijaya venkataraman
ICT in Urban Governance and Service Delivery in india prof. vijaya venkataraman
ICT in Urban Governance and Service Delivery in india prof. vijaya venkataraman
ICT in Urban Governance and Service Delivery in india prof. vijaya venkataraman
ICT in Urban Governance and Service Delivery in india prof. vijaya venkataraman
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ICT in Urban Governance and Service Delivery in india prof. vijaya venkataraman

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India is urbanizing fast and its cities and towns are at the center of India’s development trajectory. India’s economic growth momentum can’t be sustained if urbanization is not actively facilitated. Cities are suffering resource constraints in energy supply, road capacity, water reserve and even clean air for their citizens to breathe. Cisco with its ICT solutions under the Smart+Connected Communities portfolio can be leveraged to cope with these resource challenges and technology in general and ICT in particular will play a big role in it

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ICT in Urban Governance and Service Delivery in india prof. vijaya venkataraman

  1. 1. OverviewICT in Urban Governance and Service Delivery in India June 23 2011
  2. 2. ICT stresses the role of CommunicationICT consists of all technical means used tohandle information and aid communication,including both computer and network hardwareas well as necessary software.ICT consists of IT as well as telephony, broadcastmedia, and all types of audio and video processing andtransmission.The expression was first used in 1997 in a report byDennis Stevenson to the UK government andpromoted by the new National Curriculum documentsfor the UK in 2000.
  3. 3. Landmarks 1970 - Dept of Electronics 1977 - National Informatics Centre 1987- NICNET- Satellite based Computer Network 1998 - Operation Knowledge 1999- Ministry of Information Technology 2000- 12 point Minimum Agenda for E Governance-2000 2006- National E Governance Plan
  4. 4. National E Governance Plan Make all governments services accessible to the common man in his locality through common service outlets and ensure transparency and reliability of such services at affordable costs to realize the basic needs of the common man E government refers to the use of Information Communication Technologies by Government agencies
  5. 5. E Gov in Municipalities Economically productive, efficient equitable and responsive cities in an integrated framework with focus on economic and social infrastructure, basic services for the urban poor ,urban sector reforms and strengthening of Municipal Governments and their functioning
  6. 6. E Gov-Municipalities Pilot- 35 mission cities across 15 states Roll out Quality, accessibility and efficiency of services to citizens and businesses Internal efficiency for better delivery of public services Make processes more accountable and transparent Citizen participation in decision making Reducing costs and Better revenues
  7. 7. Demand Supply Gap- projections Water Supply Sewage (Billion litres per day) ( Billion litres per day) GAP to increase 3.5 x GAP to increase 2 x 2007 2030 2007 2030 13 66 42 151 56 83 95 189 Solid Waste Affordable Housing- Million ( Million tons per annum) units GAP to increase 4 x GAP -38 million units 2007 2030 2007 2030 51 71 295 377 5 30 12 507
  8. 8. Challenges• Availability of Technology• Access to Technology• Infrastructure & Data Systems• Resources- Human , Physical , Financial• Policy and Plans• Standards and Protocols• Personnel• Institutions• Capacities
  9. 9. Mechanisms in place JnNURM/ UIDSSMT Service Level Benchmarking Rajiv AwazYojana- Slum Free Cities Sanitation Planning Capacity Building for Urban Local Bodies E Governance for Municipalities National Urban Information System
  10. 10. Mandatory ReformsULB level L1 - E-Governance L2 – Municipal Accounting L3 - Property tax L4 - User charges (Recovery of 100% O&M charges) L5 – Internal earmarking of funds for services to urban poor L6- Provision of basic services to urban poorState level S1 - Implementation of Seventy Fourth Constitution Amendment Act S2 - Integration of city planning and delivery functions S3 – Rent control reforms S4 – Rationalisation of stamp duty S5 - Repeal of Urban Land Ceiling and Regulation Act S6 - Enactment of community participation law S7 - Enactment of public disclosure law
  11. 11. Optional Reforms Introduction of Property Title Certification System in ULBs. Revision of building bye-laws Revision of bye-laws to make rain water harvesting mandatory Earmarking at least 20-25% of developed land in all housing projects (both Public and Private Agencies) for EWS/LIG category Simplification of legal and procedural frameworks for conversion of agricultural land for non-agricultural purposes. Introduction of computerized process of registration of land and property. Bye-laws for reuse of recycled water. Administrative reforms – VRS, non-filling up of posts falling vacant due to retirement Structural reforms Encouraging Public Private Partnership
  12. 12. Knowledge Society?
  13. 13. Examples of knowledge needs-Policy Makers -State Policy Programme/Operational Formation of SPV for transport Legislations with regard to earmarking land for poor Swiss Challenge contracts and legal Terms of Reference for Property Title implications Certification Legal basis for levy of parking fee in other How to set service level targets under 13 FC states How to simplify tendering processes biometric identification Definition of slum Decentralized vs Centralized service How to develop proposals for accessing CB funds ? delivery of water PPP good practices in public transport/slum upgradation
  14. 14. Examples-City ManagersPolicy Programme/OperationalTraining Plan for Municipalities Choice of technology optionsRevenue improvement action planZoning –street hawkers etc Cost per mld for treatment of waste waterComponents of DPR for Customer CallCentre Bulk Flow meters- design specificationsTraining programmes on aspects ofurban management Road sweeping machines with low maintenanceScope of work for CDP revisionTDR, Land pooling & other UFW in various citiesdevelopment methodsRecommendations for specific bottlenecks Design of modern slaughter housesencountered in projectsR&D outputs- access limited Addressing shortage of sandRevenue improvement PlanDesigning sustainable habitats Eligibility /Claims to Central Govt Financial projections of revised costs-land acquisition & tender premiums
  15. 15. Information Requests – Immediate requirements ‘Zoning practised in Bhubaneswar to address Experience in India of Swiss street vendors- Challenge contracts Programme officer, State Eradication Principal Secretary, LSGD Mission Waste water treatment technologies in other ULBs Technical Member, KeralaWater Authority
  16. 16. Examples of information/ knowledge needsService Delivery & Infrastructure Decentralization & Accountability•Leak detection equipment costs•Technology •MPC-DPC•Suppliers of equipment •Capacity building initiatives•Utility restructuring •Public Disclosure Law•O&M Plan •E procurement•Appropriate technology •RTIs/ Ombudsman•Technology providers•Tariffs and user charges
  17. 17. Financial Reform Double entry accounting Property Tax reforms Asset Management Plan Poverty & Urban Economy Slum upgradation experiencesUrban Environment Legislation for urban poor Use of GIS for slum mappingFlood control & managementConserving heritage sitesToolkits for rainwater harvesting
  18. 18. India Ranks 48th- slipped from 43rd
  19. 19. E Gov-Municipalities Pilot- 35 mission cities across 15 states Roll out Quality, accessibility and efficiency of services to citizens and businesses Internal efficiency for better delivery of public services Make processes more accountable and transparent Citizen participation in decision making Reducing costs and Better revenues
  20. 20. E-Ready?Function 2006 2009PropertyTax 54 66Accounting System 46 57Water/Utilities 37 51Birth& Death Certificates 54 71Grievance Redressal 31 49Personnel Information System 34 49E Procurement 14 31Projects/Works 20 20Building Approvals 26 60Licences 11 20
  21. 21. Demand Supply Gap- projections Water Supply Sewage (Billion litres per day) ( Billion litres per day) GAP to increase 3.5 x GAP to increase 2 x 2007 2030 2007 2030 13 66 42 151 56 83 95 189 Solid Waste Affordable Housing- Million ( Million tons per annum) units GAP to increase 4 x GAP -38 million units 2007 2030 2007 2030 51 71 295 377 5 30 12 5021
  22. 22. 64 KPIs- Eight Basic Functions Registration and Issue of Births/Deaths Certificate Payment of Property Tax, Utility Bills and Management of Utilities that come under the ULBs Citizen Grievances and Suggestions Building Plan Approvals Procurement and monitoring of projects Health Programs Accounting System Personnel Information System
  23. 23. 64 KPIs- Eight Basic Functions Government to Government Government to Citizen Government to Business Government to Employee
  24. 24. What is the SLB framework? Indicators Rationale Definition List of service level indicators  Why is this indicator important  Objective and for each sector for the service mathematical definition Data Requirements Reliability of measurement Frequency of measurement Data that is required to calculate  What is the reliability of data  How often should the indicator the indicator that should be targetted be measured Level of detail Target for the indicator What is the level of geographical  What is the performance level detail to which the data should that should be targetted? be available
  25. 25. Information System Improved Data Improved Service PerformanceImprovement Plans Reliability /Performance Levels Improvement Plans ACHIEVING BENCHMARKSInformation BASELINE PERFORMANCE Service LevelGaps INDICATORS Gaps
  26. 26. Silicon Internet Broadband Narrow Bloggingchips Protocol castingFacebook GSM CDMA GPRS IVRSWi Fi Podcasting Info SMS Instant tainment MessagingServers Domains Crowd Multi Media MySpace sourcingWidgets RSS Feeds HDMI Dual Core ActiveXCloud DNS GIS FireWall GatewaysComputingFTP WAN Web 2.0 POP3 Artificial Intelligence
  27. 27. The pink blobs represent slums in Pune. 45% of the population live in slums
  28. 28. SlumOwnership inDhaka, 2005
  29. 29. LandsAffected byRiverFlooding,Dhaka
  30. 30. Access to Services , Dhaka
  31. 31. Billing ,Metering
  32. 32. Complaint logging - JUSCO Sahyog Kendra A call center for COMPREHENSIVE URBAN INFRASTRUCTURE SERVICES is an innovation we are proud ofBenefits:• Single point contact - 6646000• 24X7 facility to log complaints/suggestions• SLG based complaint management• Ability to provide instant job status
  33. 33. Re-Engineered Route - III BEFORE RE-ENGINEERING AFTER RE-ENGINEERING Pandesara Pandesara WDS WDS Udhana Udhana WDS WDS Re- 9/18 m engineered head route Khatodara Khatodara WDS WDS Katargam Katargam WDS WDS 9.0 m 9.0 m 9.0 m 9.0 m head head head head Installation of New Pump Sets in 2005From early 2005 (WEF Aug-2005) Jul-2007to July/Aug 2007 onwards Katargam Katargam WW WW Energy Saving: 5.5 Lacs KWH/ annum, ( Rs 22 Lacs /annum) Investment: Rs. 45.3 Lacs
  34. 34. OUTPUT AND OUTCOMES:• SEWERAGE:  Treatment capacity is enhanced 3 times at the same location.  100 % human excreta generated is safely collected through sewerage network and mobile suction units.  50 % of valuable land saved.  PLC automation and SCADA based plant operation resulted in extremely high treatment efficiency with minimum operating cost.  Stringent treatment parameters achieved to ensure reusable quality treated water from sewage treatment.
  35. 35. Redesigned Complaint Management Process Make Make Sign Job cardCustomer Complain Enquiry & Feedback Take Comp.No. Explain the 1. Con. No. Keep the No. for job properly 2.Location future reference JUSCO Receive Receive Check Sahyog Complain Enquiry Status Feedback by Personal contact No Categorize Request Repeat Escalation Service Request & assign to Dept. required Dept. No Print Job card Yes Inform Yes Status Verify through Escalate comp. Comp. To Chief history NoJob Execut. Allocate job to own Execution of Update onEmpls/Conts Employee/Contractor the jobs system Internal Enablers: IT System, SLG based Service Delivery MIS/ Analysis Customer for Review and robust back-end service delivery units
  36. 36. E Gov-Municipalities Quality, accessibility and efficiency of services to citizens and businesses Internal efficiency for better delivery of public services Make processes more accountable and transparent Citizen participation in decision making Reducing costs and Better revenues
  37. 37. Municipal Functions Project Reforms Other Implementation Implementation Procedures /ProgrammesService delivery-Water, Technology options Legislation/ Eligibility forsanitation, SWM, Government Orders schemes. Papertransport, street lighting work reqdPoverty related-slum Market rates, Hiring Operational mechanisms Access funds forupgradation, habitat design, costs e.g PIUs, SPVs, insourcing capacity building-housing, bio metric id, GIS who to approachUrban environment- Clearing house support Practices / Legal framework,reclamation of sites, for identification of training/relevant exposure consensus,heritage protection, water contractors/suppliers/ visits , experience sharing financing schemesbodies rehab agencies of managerial practice, tech etcFinances and revenue, GIS, Design specifications- Funding Consensus ofproperty tax vetting citizens,politiciansPPP models for municipal Procurement methods Terms of reference Suitable models,functions procedursCapacity building and Land acquisition-TDR, Information linkage with Formats,training needs land pooling etc other departments ToRs,method formulation etc
  38. 38. Framework for ICT UD Municipal Project Functions Implementation Policy Programme Procedures Operations Reforms Programmes/Implementation Procedures
  39. 39. Where are we headed•Transparent systems and procedures•Better Service Delivery Outcomes•Incremental Levels of Municipal Services•Self sustaining Urban Local Bodies•Participatory & Accountable Governance•Improved Service Delivery Levels

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