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Abhishek Singh


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Presentation given by Abhishek Singh, Director, E Governance, Department of Information Technology, Government of India on August 1st, 2011 at eWorld Forum ( in the session Telecentres: Effective Approaches and Best Practices

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Abhishek Singh

  1. 1. Public Services Closer Home Abhishek Singh Director, Government of India 1st August 2011 1
  2. 2. Digital development for India1.2 billion people600,000+ villages, 70% population rural35 States & UTs; 240,000 + Local BodiesMulti-party, Multi-tiered democracyMulti-ethnic, Multi-religious, Multi-lingualLow Literacy Rate (64.8%)Low Broadband penetration
  3. 3. National e Governance Plan Vision “Make all Government services accessible to the common Central man in his locality, through Department / Ministries common service delivery outlets International and ensure efficiency, Entities transparency & reliability of such services at affordable costs to State realise the basic needs of the E-India Department common man.”Citizens Strategy Integrated • Mission mode projects Services • Integrated projects • Common Services Centers Businesses • State Wide Area Network • State Data Centers
  4. 4. Common Services Centers: Vehicles of Inclusive GrowthFront-end Delivery Outletse-Kiosks : Above 100,000 CSCsAccess to informationG2G, G2C, B2C ServicesPublic Private PartnershipThree Tier Implementation ModelBroadband Connectivity
  5. 5. Aligning stakeholders for mainstreaming rural India Largest PPP initiative in Indian e-Governance Stakeholders - Citizens, Civil SocietyOrganizations, Businesses, Universities,Media, Social Enterprises Firm linkages with Government welfareschemes (NREGS, NRHM, SSA) State Telecom enterprise spearheadingefforts to connect the last mile
  6. 6. Progress so far…(Jun’11) Jammu J&K Kashmir Chandigarh Himachal Pradesh HP Arunachal Pradesh Delhi Punjab Punjab Uttarakhand • CSC rolled out - 95,710 Uttaranchal Haryana Sikkim Haryana Rajasthan Uttar Pradesh UP ASM NGL Bihar MGH MNP BiH TRIPURA JHD MZR Gujarat Gujarat WB West Bengal MP Chattisgarh CHH Daman and Diu Orissa Maharashtra Maharashtra Orissa Dadra & Nagar Haveli 100% (12) Andhra Andaman & Nicobar 70%-100% (13) Goa Karnataka AP Pradesh Islands Karnataka 50% - 70% (4) 10% - 50% (2) Puducherry Kerala Tamil Nadu ≤ 10% (1) Kerala TN Lakshadweep SCA Selected (1) Under Discussion (2)*Due to termination of SCAs in Andhra Pradesh, Haryana, Maharashtra, Tamil Nadu, and Uttarakhand around 4537 CSCs are reported tobe non operational
  7. 7. CSC Rollout Progress (2007 – 2011)
  8. 8. CSC Names at States MP Maharashtra WB (Tathya Haryana Gujarat Meghalaya Jammu & Kashmir Mitra) (Rainbow) Orissa (Jan Karnataka Akshaya Centers Assam HP Uttarakhand Rajasthan Nagaland Seba Kendra) (Kerala)Delhi Chhattisgarh Chandigarh AP Jharkhand TN Uttar Pradesh Bihar
  9. 9. Financial Inclusion Bill Payments e-Payment Services Enabled Telemedicine Women Literacy e-Learning
  10. 10. G2C Services B2C Services• Land Records (RoR) • Telecom Services: DTH Bills• Certificated : Birth / Death / / Mobile Bills…etc Character / Caste…etc • Hotel / Transportation• Bill Payments: Electricity / Reservations Water / BSNL Landline…etc • Insurance Premiums – LIC /• Women Digital Literacy National / Oriental…etc• Entrance Examination • Microsoft Tutorials application forms • SMS based services• Vehicle “Chalaan Payments” • Advertisements• Social Welfare / Grievance • Education Extension Tracking • Agricultural Extension
  11. 11. Services Offered By CSCs Most Preferred / Revenue Generating Services (Maximum Citizens Covered) Over 14.6 million+ customers Rs. 1.2 Billion+ revenue* (Based on data received from 28,113 CSCs) Per CSC: Education Citizens Served (average) = 520 Average amount spend by citizen Issuance of Certificates: 10 Million Telemedicine/Health per transaction = Rs. 88.39/- services delivered (G2C + B2C) G2C B2C Rs. 97 Million+ Revenue Generated Financial Inclusion
  12. 12. Services being offered through CSCs• e-District • Telemedicine• e-Literacy - Sikkim Leveraging CSCs for providing healthcare to rural  Initiated at 10 CSCs, coveringIndiaschools 40 Various services provided 2000+ e-District are:  858 students enrolled, throughsessions held at 10 CSCs in Rae Bareli Proposed pilot Certificates (Online filling and processing: Income, Caste, Domicile, Birth, etc)  Conceptualized to provide additional revenue support for academically Licenses (Driving Licenses ,Arms Licenses, etc) • Bihar: students (Old-age pensions, widow pensions, family pensions, etc) weak Welfare Social• MNREGA - Jharkhand Complaints (Customer Grievances:• Telehomeopathy  4,522 Muster Rolls Prepared unfair prices, absentee teachers, etc) RTI (Online application  354 Vouchers Disbursed filling and processing) LinkingTotal Amount Transacted: Rs. beneficiaries Registration, Driving License, etc) of MNREGA payments to 23.2 Million (+)  Linkage with other G2C Services (RoR, 2 CSCs delivering services – West Tripura through CSCs as a part dissemination (Government Schemes) Information of FI • Jharkhand: Total footfall of Online Assessment of Taxes (Income, property, etc) 95 Patients within 3 months MIS entries at CSCs  Rs. 1.4 Lakh earned through A/C Rs. 10by 20Patient charged opening per CSCs Utility Bill Payment (Electricity, Water, etc)  7,000 A/Cs opened @ Rs. 20 per new A/C opened Total of of Rs. 20 Lakh disbursed filled months)through 20Akshaya CSCs (Kerala) alone,  Total 100,000 applications (in 2 online through 2 CSCs under the earning opportunity (VLE share @ 0.5% of amount transacted)  Great e-District project  Rs. 3 Lakh transacted by 1 CSC alone (Earning Rs. 1,500)
  13. 13. CSCs for financial inclusion in un-banked Areas “Common Services Centers to open no-frills bank accounts for citizens in unbanked areas” CSCs to act as agents of Banks CSC Operators to facilitate financial literacy for rural citizens
  14. 14. FI – Banks and the SCAsChhattisgarh Assam Bihar Jharkhand Jharkhand Madhya Pradesh Jammu & Kashmir Jharkhand UP
  15. 15. Service Tie-ups at National Level • e-Learning:  IGNOU • IGNOU ( • DOEACC  Certificate courses:  DOEACC – Course Computer Concepts (CCC)• IGNOU • Microsoft on English and Personality Development  Spoken  Microsoft (  Primary Education (CPE) – –Digital Steps Basic Course Empowering Women in Rural India through • Intel: EasySaksharta Course (  Entrepreneurship and Skill Development  INTEL – Diploma courses: Digital Literacy – Educational initiativeKnowledgefor assisting local  Tele-centre/ Village of Intel Centre Management  Yahoo • Computer • Yahooorganizations to enable ‘Digital Literacy’on Sectors – Training to 25,000 Women inITeS and Related  Communication Skills for BPO, 10 states Application – Digital to be signed on 16th July 2011 with IGNOU to use CSCs  MoU Literacy & Awareness Computer Concepts • Computer as IGNOU extension centers ( Accounting  Revenue sharing mechanism:  80% VLE commission • Office  10% SCA share Management  10% SPV share
  16. 16. Service Tie-ups at National Level…Contd • Insurance: • Financial Inclusion:  LIC  State Bank of India• Life Insurance Corporation (LIC)  Easy Insurance• • – StateSPV toof India Easy Insurance tie up with LIC as National Level Agency CSC Bank – Interested SCAs to tie upawith CSC SPV India as Nationalthrough CSCs Tie-up with to tie up with State BankInsurance products Level BC – CSC SPV SPV offer variety of of – CSCs/VLEs to offer insurance products through LIC products from various Web-based service delivery available for insurance (Banking Correspondent) insurance serviceModel to be adopted – Kiosk Banking providers – Interested SCAs to tie up with CSC SPV – CSCs/VLEs to become Kiosk Operator of SBIGovernor, Reserve Bank of India launched Banking operations in CSC located in Kuru Block of Lohardaga , Jharkhand
  17. 17. Service Tie-ups at National Level…Contd2 • Other Services:  Pan Card Service Agents  UTI Technologies Services•  Survey through CSC Network – Nielsen PAN Card Services – CSC SPV to tie up with UTI Technology Services to use CSCs as PAN Card Agents• Nielsen’s Survey Workaccess to the UTIITSL link ( – VLE will be provided – CSC form to to be filled inNielsen for data submitted at authorized CSCs – PAN SPV is tie up with by applicant and collection and data entry points for survey work – Detail instruction and training will be provided by UTIITSL to VLE free of cost – VLE to CSCstransaction based commissionsurvey to derive national level 1240 earn selected to carry out pilot – MoU to be signed with SPV on 16th July 2011 mechanism • Total – Pilot to commission:August 2011 start in Rs. 9 / Application • VLE’s Share: Rs. 7 • SCA’s share: Re. 1 • SPV’s share: Re. 1
  18. 18. CSC Highlights “Deep penetration in untapped Rural Villages - Improved Quality of Life”“Opportunities to Women to explore theirEntrepreneurial Skills” “Anytime, Anywhere Service Availability”
  19. 19. CSC Highlights “India’s highest Cyber-Café is a CSC : Sherathang CSC, Sikkim (13,700 ft above sea level) ”“Member(s) Parliament at Sherathang CSC,Sikkim” “Inauguration of CSCs by Chief Minister, Shri Omar Abdullah in J&K ”
  20. 20. Challenges of public services delivery at the Last MileLast Mile Connectivity Power back-up solutions Backend Readiness
  21. 21. CSCs for Government services delivery in rural India “Common Service Centers Scheme to be suitably repositioned as a network of panchayat-level Bharat Nirman Common Service Centers to provide government services to citizens in rural areas” Bharat Nirman Common Service Centers to be set up in all the 250000 Gram Panchayats in India Assured revenue through G2C services for Bharat Nirman Common Service Centers.
  22. 22. That’s a good sign,sky is really the limit…
  23. 23. Thank