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

1. Public Services Closer Home
Abhishek Singh
Director, Government of India
1st August 2011
1

2. Digital development for India
1.2 billion people
600,000+ villages, 70% population rural
35 States & UTs; 240,000 + Local Bodies
Multi-party, Multi-tiered democracy
Multi-ethnic, Multi-religious, Multi-lingual
Low Literacy Rate (64.8%)
Low Broadband penetration

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. Common Services Centers: Vehicles of Inclusive Growth
Front-end Delivery Outlets
e-Kiosks : Above 100,000 CSCs
Access to information
G2G, G2C, B2C Services
Public Private Partnership
Three Tier Implementation Model
Broadband Connectivity

5. Aligning stakeholders for mainstreaming rural India
Largest PPP initiative in Indian e-
Governance
Stakeholders - Citizens, Civil Society
Organizations, Businesses, Universities,
Media, Social Enterprises
Firm linkages with Government welfare
schemes (NREGS, NRHM, SSA)
State Telecom enterprise spearheading
efforts to connect the last mile

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 to
be non operational

7. CSC Rollout Progress (2007 – 2011)

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. Financial Inclusion Bill Payments e-Payment
Services Enabled
Telemedicine Women Literacy e-Learning

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. 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. 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. 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. FI – Banks and the SCAs
Chhattisgarh Assam Bihar Jharkhand Jharkhand Madhya Pradesh
Jammu & Kashmir
Jharkhand
UP

15. Service Tie-ups at National Level
• e-Learning:
 IGNOU • IGNOU (www.ignou.ac.in)
• DOEACC
 Certificate courses:
 DOEACC – Course Computer Concepts (CCC)
• IGNOU • Microsoft on English and Personality Development
 Spoken
 Microsoft
(www.ignou.ac.in)
 Primary Education (CPE)
– –Digital Steps Basic Course
Empowering Women in Rural India through
• Intel: EasySaksharta Course (http://dsaksharta.in/.)
 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
(www.learnwithyahoo.com/yahoo)
Accounting  Revenue sharing mechanism:
 80% VLE commission
• Office
 10% SCA share
Management
 10% SPV share

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
www.easyinsurance.com
– Interested SCAs to tie up with CSC SPV
– CSCs/VLEs to become Kiosk Operator of SBI
Governor, Reserve Bank of India launched Banking operations in CSC located in Kuru Block of Lohardaga , Jharkhand

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 (www.utiitsl.co.in)
– 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. CSC Highlights
“Deep penetration in untapped Rural Villages
- Improved Quality of Life”
“Opportunities to Women to explore their
Entrepreneurial Skills”
“Anytime, Anywhere Service Availability”

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. Challenges of public services delivery at the Last Mile
Last Mile Connectivity Power back-up solutions Backend Readiness

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. That’s a good sign,
sky is really the limit…

23. Thank You
abhishek@gov.in