This graduate report discusses e-governance initiatives in urban local bodies in India. It defines e-governance and outlines its goals of improving information exchange, service delivery, transparency, and accountability. Examples of e-governance services provided by ULBs include online birth/death certificates, bill payments, grievance registration, and building approvals. The report then describes the e-governance projects implemented by the Surat Municipal Corporation, including a virtual civic center portal, mobile apps, e-tendering, and a vaccination alert system using SMS. SMC has received several awards for its innovative digital services and initiatives.

1. Graduate Report Presentation on
E-GOVERNANCE IN URBAN LOCAL BODY
ME – TCP, Year – I, Semester – I
Under the subject of
Urban Governance And Development Management
(Subject Code : 3724811)
Prepared by :
JARIWALA POOJA
Enrollment No:
180420748006
Guided by :
Prof. Zarana H. Gandhi
Prof. Palak S. Shah
SARVAJANIK COLLEGE OF ENGINEERING & TECHNOLOGY, SURAT
FACULTY OF CIVIL ENGINEERING
MASTER OF ENGINEERING (TOWN AND COUNTRY PLANNING)
Affiliated with
GUJARAT TECHNOLOGICAL UNIVERSITY
Prof.(Dr.) Jigar K. Sevalia
Faculty & Head
Faculty of Civil Engineering,
SCET

2. Contents
 E-Governance
 Introduction and Definition
 Goals of E-Governance
 Advantages of E-Governance
 Types of Interactions in E-Governance
 Evolution of E-Governance in INDIA
 E-Governance in ULBs
 E-Governance at SMC level
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3. Introduction
 The “E” part of E-Governance stands for the electronic platform or
infrastructure that enables and supports the networking of public
policy development and deployment.
 E-Governance is the application of Information and Communications
Technology (ICT) to government functioning in order to create
‘Simple, Moral, Accountable, Responsive and Transparent’ (SMART)
governance.
 At the level of service, E-Governance promises full service available
to its citizens 24 hours a day, seven days a week online and capability
to obtain government services without visiting their offices, and
reduced service cost.
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4. Definition
 UNESCO defines E-Governance as:
“Governance refers to the exercise of political, economic and
administrative authority in the management of a country’s affairs,
including citizens articulation of their interests and exercise of their
legal rights and obligations. E-Governance may be understood as
the performance of this governance via the electronic medium in
order to facilitate an efficient, speedy and transparent process of
disseminating information to the public, and other agencies, and
for performing government administration activities.”
(Source: UNESCO, Available: http://portal.unesco.org)
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5. Goals of E-Governance
 Exchange of information with citizens, businesses or other government
departments
 Speedier and more efficient delivery of public services.
 Improving internal efficiency
 Bring about transparency and accountability in the governance of
urban local bodies (ULBs)
 Improving quality of service
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6. Advantages of E-Governance:
 Increase citizen participation in government process
 Delivery of Government services in batter manner.
 Citizen can avail all information of Government through a single
window at any time and any location with a device having Internet
connection.
 Reduction in corruption.
 More efficient and convenience way of utilizing government
services.
 Eliminate human errors in the manual process.
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7. Types of Interactions in E-
Governance
(Source:E-Governance Project Life Cycle, National E-Governance plan)
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8. (Source:e-Kranti : National e-Governance Plan 2.0,Department of electronics and
Information Technology, Government of India)8

9. E-GOVERNANCE in ULBs
 Under National e-governance Programme (NeGP), the Department
of Information Technology of the Government of India is leading
the E-Governance initiatives.
 The E-Governance in ULBS has been launched as a National
Mission Mode Project (NMMP) under the Jawaharlal Nehru
National Urban Renewal Mission (JNNURM).
 JNNURM mandated ULBs to adopt e-governance strategies to
improve service delivery, achieve good information management,
provide transparency, and encourage citizen involvement.
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10.  A minimum of Eight services (citizen centric and ULB centric) have been
identified as a part of the program.
 Services provided:
Registration and Issue of Birth/ Death Certificate
Payment of Property Tax, Utilities Bills and Management of Utilities
that come under the ULBs
Grievances and Suggestions
Building Approvals
Procurement and Monitoring of Projects : e-Procurement
Health Programs :Solid Waste Management
 Accounting System
 Personnel Information System
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11. Example of E Governance
implemented in ULB in few states
 Utterpradesh :
 UP state had implemented e governance in local body through
portal http://e-nagarsewaup.gov.in/ulbapps/.
Using this portal every citizen of state can get online facility for
many services.
 User just need to select city and service from portal and than
user can book/get respective service.
This service is developed by National Informatics Centre,U.P
State Unit ,Lucknow.
Another implementation of e governance in UP is using portal
for every municipality like Nagar PalikaParishad npp(*).in
where * is city name. For eg. npplalitpur.in where city name is
Lalitpur
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12.  Tamilnadu :
Tamilnadu state had implemented e governance for local bodies
using portal http://www.tn.gov.in/cma/.
This portal is handled by Commissionerate of Municipal
Administration, Tamilnadu and having links of all ULB websites.
 Still all Municipal corporation of Tamilnadu are having their own
developed portal by which their citizen are getting e governance
services.
For example Madurai corporation is providing e governance
facility by http://www.maduraicorporation.co.in/ portal.
 Gujarat :
 No central portal for implementation of all ULBs.
Various Municipal Corporation had implemented their own portal
for providing e governance to citizen of respective corporation.
 For eg Surat municipal corporation is having portal smc.gov.in
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13. E-Governance at SMC
(Source:IT initiatives by SMC: Devang Patel, Exe. Assistant, Surat Municipal Corporation)13

14. Citizen Centric Service Delivery
Initiatives
MGOVERNANCE-
VACCINATION ALERT
SYSTEM
(Source:IT initiatives by SMC: Devang Patel, Exe. Assistant, Surat Municipal Corporation)14

15. Virtual Civic Center
(anywhere-anytime Civic Center)
 SMC started Virtual Civic Center in April 2012
 Services are offered through SMC’s portal
www.suratmunicipal.gov.in
Accessible 24 x 7
 Facilitates citizens to pay their dues from their convenient place
and at their convenient time.
 The facility is offered at free of cost.
 Wider Coverage (100+ payment option)
48 banks are covered for Net Banking Facility.
64 Debit Cards accepted.
 Master & Visa Credit Cards.
 Ability to cater many request at a time, one to- one barrier is
overcome.15

16.  Services Offered
 Payment of
o Property Tax & User Charges
o Profession Tax
o Water Meter Bills (both residential
& non-residential)
 Online Birth & Death Certificate
 Shops & Establishment Registration
Certificate Renewal
 Online Hall Booking
 E-Library
 Society civic facility (water supply,
drainage, roads and street lights)
 24 X 7 Water Connection
 Forms (downloadable free of cost)
 Complaint Registration
 Feedback
(Source: SMC,www.suratmunicipal.gov.in)
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17. (Source: SMC,www.suratmunicipal.gov.in)
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18. Citizen’s Connect - SMC Mobile App
 First ULB in India to launch Mobile App
for citizen centric information & service
delivery.
 Launched Mobile App in August 2013
 Facility of payments & new features
launched in February 2014
(Source: SMC,www.suratmunicipal.gov.in)18

19. SAFAL Mobile App
 “SAFAL – Surat Action For
Augmenting Livelihood”
 SAFAL acts as a bridge
between service seeker and
service provider.
 Provides an employment
opportunity to people
possessing various skills
especially from unorganized
sector.
 Provides an easy access to
citizens who need help from
workers especially from
unorganized sector
(Source: SMC,www.suratmunicipal.gov.in)
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20. M-Governance-Vaccination Alert
System
 Started m-Governance with Vaccination Alert System in January 2009
 SMC was the first ULB to take such initiative Vaccination Alert
System
 At the time of Birth Registration, Parents are now asked to provide the
mobile number if they wish to get the SMS alerts.
 Parents are sent SMS alert for periodic vaccination.
 SMS intimates & informs:
The Birth Registration No. of child and from where the first Birth
Certificate can be obtained
BCG & Polio Vaccination required after birth
DPT & Polio Vaccination required after 1.5,2.5,3.5 months of birth
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21. Other Initiatives
 E-Tendering
 Adopted from September 2007.
Over 11,860 crore of tender processed till date.
Enables wide spread bid participation.
 Bring in transparency in the bid process.
 Building plan approval system
Web based Application Software with all the Gujarat
Development Control Regulations.
Used for scrutinizing development permission application and
also used to issue license to Architects, Engineers, Developers,
Site Supervisors and Structure Designers
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22.  E-Magazines:
Surat Municipal Corporation has also started e Magazine, which is
produced periodically.
It helps to know more about SMC and its activities.
The same is sent free of cost to the e-mail address who subscribe to
this e Magazine.
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23. Awards And Recognitions
 National e-Governance Award Winners 2017, By Department of
Administrative Reforms & Public Grievances, Ministry of Personnel, Public
Grievances, GoI On 10th January 2017
 Digital India Award 2016 (Platinum Icon),Under Outstanding Digital
Initiative by Local Body Category ,By Ministry of Electronics and
Information Technology, Government of India On 19th December 2016
 mBillionth Award South Asia 2014 to Citizen’s Connect – SMC Mobile App
 HUDCO Award for Best Practices to Improve the Living Environment 2013-
14 for Mobile App & Virtual Civic Center (Online Services)
 Skoch Gold Award & Skoch Order-of-Merit for Use of e-Governance for
Improved Service Delivery
 The Janaagraha G2C Award 2012 for Best website under the category
“Transparency and Accountability”
 City Civic Centre won the National Award for e-Governance 2007-08
(Bronze) for Outstanding Performance in Citizen Centric Service Delivery
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24. Conclusion
 E-Governance has been recognised as a vital force for
transformational improvement in quality, efficiency and
effectiveness of governance.
 E-Governance enhances relationship between G2G, G2C, G2B,
C2G & B2G using ICT
 E-Governance involves citizen to participate in Government’s
decision making process.
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25. References
 M. J. Moon, "The Evolution of E-Government Among Municipalities:
Rhetoric or Reality?," Public Administration Review, 2002.
 Government of India. (2008). E-Governance: Conceptual Framework
 UNESCO, Available: http://portal.unesco.org
 Ministry of Electronics and Information Technology,Government of
INDIA, http://meity.gov.in/
 Surat Muncipal Corporation,www.suratmunicipal.gov.in
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