As part of an initiative to support the Project Management community in West Bengal, Project Management Institute (PMI), and FICCI have come together to publish a report titled "PMI-FICCI Study on e-District Pilot Project in Bankura, West Bengal" on December 19th, 2012, Kolkata.

1. 36 1
Project management roadmap for
successful implementation of
e-District projects
PMI India
PMI Organization Centre Private Limited,
Mumbai, India. E-mail: pmi.india@pmi.org
Study on
Website: www.pmi.org.in e-District Pilot Project, Bankura, West Bengal
New Delhi
Suite Hibiscus, Paharpur Business Centre,
21, Nehru Place Greens, December 2012
New Delhi-110019
Mumbai
302-305, III Floor, Balarama, Plot No. C-3,
E Block, Bandra Kurla Complex,
Bandra East
Mumbai - 400051, India
Tel No. 022 2659 8659,
FICCI West Bengal State Council Fax No. 022 2659 2235
Shubham Building, 7th Floor,
Bangalore
Unit No 701, 1 Rawdon Street Kolkata 700017 Regus CBD, Room No. 918, Level 9,
Email: mousumi.ghose@ficci.com Raheja Towers, MG Road,
Website: www.ficci.com Bangalore-560001, India

2. 2 3
Acknowledgments Table of Contents
We are grateful for the help extended to us by Department of IT, Government of West Bengal, Bankura Executive Summary
District Administration, West Bengal Electronic Industry Development Corporation Limited (Webel), Chapter 1: Overview of e-District Project
PricewaterhouseCoopers Pvt. Ltd. and Tata Consultancy Services in developing the study on e-District
Chapter 2: Methodology Adopted for Case Writing
Pilot Project, Bankura,West Bengal.
Chapter 3: Project Cycle
Chapter 4: Impact of e-District Project: Citizens’ Perspective
Chapter 5: Key Findings
We acknowledge the guidance and
invaluable inputs provided by: Annexure
Annexure I: Fishbone Analysis
Mr. A. Subbiah,
Secretary, IAS, Department of IT, Govt. of West Bengal Annexure II: Snapshot of Best Practices
Mr. Debashis Bandyopadhyay References
OSD & E.O. Dy. Secretary, WBCS, Department of IT,
Govt. of West Bengal List of Interviewees
Md Ghulam Ali Ansari
District Magistrate, IAS, Bankura District,
Govt. of West Bengal
Ms. Moumita Basu
Additional District Magistrate, IAS, Bankura District,
Govt. of West Bengal
Mr. Anjan Ghosh
WBCS (Exe), Dy. Magistrate & Dy. Collector,
Officer-in-Charge IT, Bankura, Govt. of West Bengal
Mr. Prabir K. Das
Managing Director, Webel
Study Team
Mr. Sunit Bhattacharjee
Manager (e-governance), Webel
Ms. Mousumi Ghose,
Sr. Director,
Mr. Ambarish Dasgupta FICCI West Bengal State Council
Partner & Director, PricewaterhouseCoopers Pvt. Ltd.
Ms. Amrita Niyogi
Mr. Amulya Patnaik Research Associate,
Associate Director, PricewaterhouseCoopers Pvt. Ltd. FICCI West Bengal State Council
Mr. Chinmay Singharay Ms. Madhumanti Kayal
Principal Consultant & Regional Head of Sales – Research Assistant,
Government ISU, Tata Consultancy Services FICCI West Bengal State Council

3. 2 3
Acknowledgments Table of Contents
We are grateful for the help extended to us by Department of IT, Government of West Bengal, Bankura Executive Summary
District Administration, West Bengal Electronic Industry Development Corporation Limited (Webel), Chapter 1: Overview of e-District Project
PricewaterhouseCoopers Pvt. Ltd. and Tata Consultancy Services in developing the study on e-District
Chapter 2: Methodology Adopted for Case Writing
Pilot Project, Bankura,West Bengal.
Chapter 3: Project Cycle
Chapter 4: Impact of e-District Project: Citizens’ Perspective
Chapter 5: Key Findings
We acknowledge the guidance and
invaluable inputs provided by: Annexure
Annexure I: Fishbone Analysis
Mr. A. Subbiah,
Secretary, IAS, Department of IT, Govt. of West Bengal Annexure II: Snapshot of Best Practices
Mr. Debashis Bandyopadhyay References
OSD & E.O. Dy. Secretary, WBCS, Department of IT,
Govt. of West Bengal List of Interviewees
Md Ghulam Ali Ansari
District Magistrate, IAS, Bankura District,
Govt. of West Bengal
Ms. Moumita Basu
Additional District Magistrate, IAS, Bankura District,
Govt. of West Bengal
Mr. Anjan Ghosh
WBCS (Exe), Dy. Magistrate & Dy. Collector,
Officer-in-Charge IT, Bankura, Govt. of West Bengal
Mr. Prabir K. Das
Managing Director, Webel
Study Team
Mr. Sunit Bhattacharjee
Manager (e-governance), Webel
Ms. Mousumi Ghose,
Sr. Director,
Mr. Ambarish Dasgupta FICCI West Bengal State Council
Partner & Director, PricewaterhouseCoopers Pvt. Ltd.
Ms. Amrita Niyogi
Mr. Amulya Patnaik Research Associate,
Associate Director, PricewaterhouseCoopers Pvt. Ltd. FICCI West Bengal State Council
Mr. Chinmay Singharay Ms. Madhumanti Kayal
Principal Consultant & Regional Head of Sales – Research Assistant,
Government ISU, Tata Consultancy Services FICCI West Bengal State Council

4. 4 5
EXECUTIVE SUMMARY
Knowledge is considered as the engine of social and sector and the delivery of public services to citizens in a PricewaterhouseCoopers (PwC) has been selected as the The study has tried to identify
economic development in today's world. In order to sustainable manner. project management consultant for the e-District pilot
= Benefits that can be accrued by using modern project
disseminate knowledge equally across the country and project in the state. Tata Consultancy Services (TCS), the management practices in e-District
develop India as a knowledge economy, Information and The Government of India has been taking major System Integrator, has designed and developed the
Communication Technology (ICT) plays a major role. ICT initiatives for ushering in ICT to significantly re-engineer application software. West Bengal Electronic Industry = Issues and challenges faced while implementing the
sector is one of the fastest growing sectors in India. the work system for achieving good governance goals. Development Corporation Limited (WBEIDC) or Webel is project at every stage of the project life cycle –
However, there is a need to spread the benefits of the ICT Department of IT, Government of India has introduced the State Designated Agency (SDA) for the i n c e p t i o n , d eve l o p m e n t , i m p l e m e n t a t i o n ,
revolution to touch the everyday life of the common man the National e-Governance Plan (NeGP) in 2006 for implementation of the application software. District e- monitoring- evaluation and close out phases
in urban and rural areas and build a dynamic information improving the quality of basic governance. The ultimate Governance Society (DeGS) has been responsible for = Actions taken to mitigate these challenges during
infrastructure. Leveraging ICT, there are huge potentials objective of NeGP is to bring public services available at successful implementation of the project at the district the project life cycle focusing on various project
for improvement of the internal efficiency of the public the doorstep of the citizens. ensuring close linkages and coordination among the management knowledge areas such as scope, time,
various stakeholders at field level. cost, quality, human resources, communication,
risk, etc
To develop the study comprehensive questionnaires for all
The e-District project is a part of the 27 Mission Mode Projects under National e-Governance Plan (NeGP) of stakeholders and citizens have been designed by the FICCI An overall assessment of the e-District project from the
the Department of IT, Government of India. It was planned to be implemented in two phases; in Phase I Pilots team. An extensive data collection from the IT Department project management perspective has been included in
covering 1-2 districts of a state and in Phase II the project would be rolled out across the state subsequent to and all stakeholders has been done through consultative the study based on the feedback collated during
successful implementation of the pilot. Uttar Pradesh, Assam, Tamil Nadu, Kerala, Madhya Pradesh, West meetings and field visits to Bankura district. interactions with the stakeholders.
Bengal, Mizoram, Maharashtra, Jharkhand, Bihar, Orissa, Punjab, Rajasthan, Uttarakhand, Haryana and
Puducherry have introduced the e-District pilot project. The e-District MMP has been implemented in 41
districts in India under pilot implementation of the project. The nationwide rollout would incorporate 640
more districts in the project in the next phase.
The Government of West Bengal has initiated the e-District pilot project in two districts– Bankura and
Jalpaiguri in the state. The primary objective of the e-District project is to provide support to the basic
administrative unit i.e., “District Administration” and improve the G2C experience. This would optimally
leverage and utilize the three infrastructure pillars, the State Wide Area Network (SWAN) for connectivity,
State Data Centre (SDC) for secure and fail safe data storage and Common Service Centers (CSCs) as the
primary front-ends for service delivery.
This pilot project has gone live on 27th September, 2010. The citizens now can avail G2C services like issuance
of Certificates (Domicile, Income & Caste), RTI services & Grievance Redressal, Licenses (Arms and
Explosives), Industry Service, Pension and Social Welfare (ICDS) under the e-District project.
Since projects like e-District involve huge cost for the Against this backdrop, the FICCI-PMI study describes
gove r n m e n t , t h e c o n t e m p o ra r y a n d mu l t i - how adoption of project management techniques has
dimensional use of project management techniques is lead to successful implementation of the pilot e-District
project in Bankura. Bankura is the fourth largest district
essential for the successful delivery of goals and
of West Bengal with a total population of over 35 lakhs
objectives. Thus, the pilot e-District project was
and a high percentage of tribal population. The district
launched not just with the aim of ensuring effective, has 3 sub-divisions viz. Bankura, Khatra and Bishnupur.
transparent and accountable G2C services but also to The e-District project is implemented at all the 22 block
acquire project management experience. offices of the district besides the 3 sub-divisional offices.

5. 4 5
EXECUTIVE SUMMARY
Knowledge is considered as the engine of social and sector and the delivery of public services to citizens in a PricewaterhouseCoopers (PwC) has been selected as the The study has tried to identify
economic development in today's world. In order to sustainable manner. project management consultant for the e-District pilot
= Benefits that can be accrued by using modern project
disseminate knowledge equally across the country and project in the state. Tata Consultancy Services (TCS), the management practices in e-District
develop India as a knowledge economy, Information and The Government of India has been taking major System Integrator, has designed and developed the
Communication Technology (ICT) plays a major role. ICT initiatives for ushering in ICT to significantly re-engineer application software. West Bengal Electronic Industry = Issues and challenges faced while implementing the
sector is one of the fastest growing sectors in India. the work system for achieving good governance goals. Development Corporation Limited (WBEIDC) or Webel is project at every stage of the project life cycle –
However, there is a need to spread the benefits of the ICT Department of IT, Government of India has introduced the State Designated Agency (SDA) for the i n c e p t i o n , d eve l o p m e n t , i m p l e m e n t a t i o n ,
revolution to touch the everyday life of the common man the National e-Governance Plan (NeGP) in 2006 for implementation of the application software. District e- monitoring- evaluation and close out phases
in urban and rural areas and build a dynamic information improving the quality of basic governance. The ultimate Governance Society (DeGS) has been responsible for = Actions taken to mitigate these challenges during
infrastructure. Leveraging ICT, there are huge potentials objective of NeGP is to bring public services available at successful implementation of the project at the district the project life cycle focusing on various project
for improvement of the internal efficiency of the public the doorstep of the citizens. ensuring close linkages and coordination among the management knowledge areas such as scope, time,
various stakeholders at field level. cost, quality, human resources, communication,
risk, etc
To develop the study comprehensive questionnaires for all
The e-District project is a part of the 27 Mission Mode Projects under National e-Governance Plan (NeGP) of stakeholders and citizens have been designed by the FICCI An overall assessment of the e-District project from the
the Department of IT, Government of India. It was planned to be implemented in two phases; in Phase I Pilots team. An extensive data collection from the IT Department project management perspective has been included in
covering 1-2 districts of a state and in Phase II the project would be rolled out across the state subsequent to and all stakeholders has been done through consultative the study based on the feedback collated during
successful implementation of the pilot. Uttar Pradesh, Assam, Tamil Nadu, Kerala, Madhya Pradesh, West meetings and field visits to Bankura district. interactions with the stakeholders.
Bengal, Mizoram, Maharashtra, Jharkhand, Bihar, Orissa, Punjab, Rajasthan, Uttarakhand, Haryana and
Puducherry have introduced the e-District pilot project. The e-District MMP has been implemented in 41
districts in India under pilot implementation of the project. The nationwide rollout would incorporate 640
more districts in the project in the next phase.
The Government of West Bengal has initiated the e-District pilot project in two districts– Bankura and
Jalpaiguri in the state. The primary objective of the e-District project is to provide support to the basic
administrative unit i.e., “District Administration” and improve the G2C experience. This would optimally
leverage and utilize the three infrastructure pillars, the State Wide Area Network (SWAN) for connectivity,
State Data Centre (SDC) for secure and fail safe data storage and Common Service Centers (CSCs) as the
primary front-ends for service delivery.
This pilot project has gone live on 27th September, 2010. The citizens now can avail G2C services like issuance
of Certificates (Domicile, Income & Caste), RTI services & Grievance Redressal, Licenses (Arms and
Explosives), Industry Service, Pension and Social Welfare (ICDS) under the e-District project.
Since projects like e-District involve huge cost for the Against this backdrop, the FICCI-PMI study describes
gove r n m e n t , t h e c o n t e m p o ra r y a n d mu l t i - how adoption of project management techniques has
dimensional use of project management techniques is lead to successful implementation of the pilot e-District
project in Bankura. Bankura is the fourth largest district
essential for the successful delivery of goals and
of West Bengal with a total population of over 35 lakhs
objectives. Thus, the pilot e-District project was
and a high percentage of tribal population. The district
launched not just with the aim of ensuring effective, has 3 sub-divisions viz. Bankura, Khatra and Bishnupur.
transparent and accountable G2C services but also to The e-District project is implemented at all the 22 block
acquire project management experience. offices of the district besides the 3 sub-divisional offices.

6. 6 7
The citizens are the ultimate beneficiaries of the
e-District project and their feedback form the basis of
a perceptible reduction in the time taken to issue a
certificate from around 2-3 weeks to around 2-5 days on
CHAPTER 1
evaluation of the project. Based on the citizens' an average. The new system has raised the level of
interviews conducted at the sub-divisional offices, the transparency and quality of governance. Service delivery OVERVIEW OF e-DISTRICT PROJECT
block offices and the Common Service Centres (CSC) a has improved with almost 40% increase in the daily
snapshot of the experience of the citizens who have issuance of certificates. Also citizens now can track on
availed the new e-enabled services has been included in line the progress of their applications. Introduction at the State level. It is a centrally sponsored project,
the case study. Majority of the citizens agreed that the funded by Government of India.
computerized system under e-District project has been The key findings from the consultative meetings The ICT revolution has transformed the mode of
substantially beneficial as the application process to with stakeholders and field visits to Bankura are interaction between the government and its service Objective of the Project
issue a certificate has become simplified. There has been highlighted below. seekers. Today, ICT is the leading enabler that ensures
huge potentials for improvement of the efficiency of the The primary objective of the e-District project is to
public sector and the delivery of public services to provide support to the basic administrative unit
citizens and other government customers in a sustainable i.e., “District Administration” to enable content
development of government to citizen (G2C) services.
Sensitizing Government Functionaries: To overcome the initial apprehensions of the district administration and manner. ICT is one of the fastest growing sectors in India.
line departments in accepting the re-engineered processes there is a need to organize extensive awareness However, the benefits of the ICT revolution have not been It aims to improve the G2C experience and enhance the
programmes with focus on the benefits of the new e-enabled system evenly distributed, particularly to those in rural areas. efficiencies of the various departments at the district-
Thus, in order to provide efficient governance to all the level to enable seamless service delivery to the citizens in
citizens, the Government of India has been taking major a sustainable manner, within a specific time frame
Human Resource Management: More emphasis on rigorous training, including dedicated basic computer electronically through automation of workflow, back end
initiatives for introducing ICT into its works by
training to stakeholders with no prior computer knowledge and monitoring the project from the district end digitization, integration and process redesigning across
significantly re-engineering the earlier processes
leveraging the power of modern technology. participating sections/departments.
Infrastructure and Connectivity: Connectivity issues including electricity, BSNL connection and SWAN needs to Before the web-enabled system was introduced, the
be better handled National e-Governance Plan citizens had to approach the different line departments
to avail the various services. This was a time-consuming
(NeGP)
process. Thus, there was a need to change the way the
Communication Plan with Line Departments: A structured communication plan to ensure all the line The National e-Governance Plan (NeGP), the flagship whole system would act in order to deliver the services in
departments are on the same page and support the project whole-heartedly is needed
e-governance programme of the Central Government for a timely and efficient manner.
improving the quality of basic governance, was approved
In the first stage, DIT, Government of India proposed to
Citizens’ Awareness: Focus on information dissemination at the grass root civic society organizations to ensure by the Government of India in May 2006. NeGP was
undertake pilot projects in one or two districts in
greater acceptability of the digitally signed documents formulated with the view of integrating e-Governance
fourteen states across the nation. The objective was to
initiatives across the country into a shared vision, a
form the guidelines and roadmap for the complete State-
common cause of improving public service delivery,
wide rollout which would follow in the next phase after
Integrated Framework: For complete end-to-end solution, seamless inter-operability and exchange of existing bringing greater transparency in government processes,
the successful implementation of the pilot project.
databases across the departments, an integrated framework is required ensuring more effective accountability and bringing the
Government closer to citizens by making the services The project aims for the service delivery of certain high
accessible to the common man at an affordable cost. volume services which are not currently covered by any
Authenticity of the Digitally Signed Documents: Need to generate more awareness on legal acceptability of MMP under the National e-Governance Program (NeGP).
digitally signed documents To realize the vision of the NeGP, 27 Mission Mode
The indicative services planned to be delivered through
Projects (MMPs) at the Central, State and Local
the e-District project include back end computerization
Government level, along with 8 support components
Common Service Centre (CSC): Expertise of CSC owners to be improved to help the CSCs run profitably. of 10 key services provided to the citizens by the district
were identified and approved.
A structured framework and risk mitigation measures for the better front-end service delivery from the CSCs need administration namely Certificates, Pensions, Ration
to be planned card, Social Welfare (NSSS), Social Welfare (ICDS),
e-District Project Industry Services, RTI Services, Police (FIR), Revenue
The e-District initiative of the Department of courts and Licenses. This would optimally leverage and
Digital Signature and Crypto-tokens: Adequate supply of digital signature and crypto-tokens to ensure a smooth
I n fo r m a t i o n Te c h n o l og y ( D I T ) , M i n i s t r y o f utilize the three infrastructure pillars, the State Wide Area
and timely execution of the project
Communication & Information Technology (MCIT), Network (SWAN) for connectivity, State Data Centre
Government of India is one of the Mission Mode Projects (SDC) for secure and fail safe data storage and Common
The key findings may serve as a useful tool for the state-wide roll-out of the project which is planned in March, 2013.

7. 6 7
The citizens are the ultimate beneficiaries of the
e-District project and their feedback form the basis of
a perceptible reduction in the time taken to issue a
certificate from around 2-3 weeks to around 2-5 days on
CHAPTER 1
evaluation of the project. Based on the citizens' an average. The new system has raised the level of
interviews conducted at the sub-divisional offices, the transparency and quality of governance. Service delivery OVERVIEW OF e-DISTRICT PROJECT
block offices and the Common Service Centres (CSC) a has improved with almost 40% increase in the daily
snapshot of the experience of the citizens who have issuance of certificates. Also citizens now can track on
availed the new e-enabled services has been included in line the progress of their applications. Introduction at the State level. It is a centrally sponsored project,
the case study. Majority of the citizens agreed that the funded by Government of India.
computerized system under e-District project has been The key findings from the consultative meetings The ICT revolution has transformed the mode of
substantially beneficial as the application process to with stakeholders and field visits to Bankura are interaction between the government and its service Objective of the Project
issue a certificate has become simplified. There has been highlighted below. seekers. Today, ICT is the leading enabler that ensures
huge potentials for improvement of the efficiency of the The primary objective of the e-District project is to
public sector and the delivery of public services to provide support to the basic administrative unit
citizens and other government customers in a sustainable i.e., “District Administration” to enable content
development of government to citizen (G2C) services.
Sensitizing Government Functionaries: To overcome the initial apprehensions of the district administration and manner. ICT is one of the fastest growing sectors in India.
line departments in accepting the re-engineered processes there is a need to organize extensive awareness However, the benefits of the ICT revolution have not been It aims to improve the G2C experience and enhance the
programmes with focus on the benefits of the new e-enabled system evenly distributed, particularly to those in rural areas. efficiencies of the various departments at the district-
Thus, in order to provide efficient governance to all the level to enable seamless service delivery to the citizens in
citizens, the Government of India has been taking major a sustainable manner, within a specific time frame
Human Resource Management: More emphasis on rigorous training, including dedicated basic computer electronically through automation of workflow, back end
initiatives for introducing ICT into its works by
training to stakeholders with no prior computer knowledge and monitoring the project from the district end digitization, integration and process redesigning across
significantly re-engineering the earlier processes
leveraging the power of modern technology. participating sections/departments.
Infrastructure and Connectivity: Connectivity issues including electricity, BSNL connection and SWAN needs to Before the web-enabled system was introduced, the
be better handled National e-Governance Plan citizens had to approach the different line departments
to avail the various services. This was a time-consuming
(NeGP)
process. Thus, there was a need to change the way the
Communication Plan with Line Departments: A structured communication plan to ensure all the line The National e-Governance Plan (NeGP), the flagship whole system would act in order to deliver the services in
departments are on the same page and support the project whole-heartedly is needed
e-governance programme of the Central Government for a timely and efficient manner.
improving the quality of basic governance, was approved
In the first stage, DIT, Government of India proposed to
Citizens’ Awareness: Focus on information dissemination at the grass root civic society organizations to ensure by the Government of India in May 2006. NeGP was
undertake pilot projects in one or two districts in
greater acceptability of the digitally signed documents formulated with the view of integrating e-Governance
fourteen states across the nation. The objective was to
initiatives across the country into a shared vision, a
form the guidelines and roadmap for the complete State-
common cause of improving public service delivery,
wide rollout which would follow in the next phase after
Integrated Framework: For complete end-to-end solution, seamless inter-operability and exchange of existing bringing greater transparency in government processes,
the successful implementation of the pilot project.
databases across the departments, an integrated framework is required ensuring more effective accountability and bringing the
Government closer to citizens by making the services The project aims for the service delivery of certain high
accessible to the common man at an affordable cost. volume services which are not currently covered by any
Authenticity of the Digitally Signed Documents: Need to generate more awareness on legal acceptability of MMP under the National e-Governance Program (NeGP).
digitally signed documents To realize the vision of the NeGP, 27 Mission Mode
The indicative services planned to be delivered through
Projects (MMPs) at the Central, State and Local
the e-District project include back end computerization
Government level, along with 8 support components
Common Service Centre (CSC): Expertise of CSC owners to be improved to help the CSCs run profitably. of 10 key services provided to the citizens by the district
were identified and approved.
A structured framework and risk mitigation measures for the better front-end service delivery from the CSCs need administration namely Certificates, Pensions, Ration
to be planned card, Social Welfare (NSSS), Social Welfare (ICDS),
e-District Project Industry Services, RTI Services, Police (FIR), Revenue
The e-District initiative of the Department of courts and Licenses. This would optimally leverage and
Digital Signature and Crypto-tokens: Adequate supply of digital signature and crypto-tokens to ensure a smooth
I n fo r m a t i o n Te c h n o l og y ( D I T ) , M i n i s t r y o f utilize the three infrastructure pillars, the State Wide Area
and timely execution of the project
Communication & Information Technology (MCIT), Network (SWAN) for connectivity, State Data Centre
Government of India is one of the Mission Mode Projects (SDC) for secure and fail safe data storage and Common
The key findings may serve as a useful tool for the state-wide roll-out of the project which is planned in March, 2013.

8. 8 9
Service Centers (CSCs) as the primary front-ends for geographical representations and socio-economic Bankura – District Profile
service delivery to the citizens at their doorstep. profile. The pilot project got approval in June 2008 with a e-District Project Stakeholders
total funding of Rs. 579.44 lakhs. According to the Bankura, the fourth largest district of West Bengal, is
The pilot e-District MMP has been implemented in 41
Quarterly Progress Report for e-Governance Projects located in the western part of the state. With a total
districts in India. The nationwide rollout would
(July, 2012), funds received from the Government of India population of over 35 lakhs and a high percentage of tribal
incorporate 640 more districts in the next phase.
till July 2012 for the pilot project is Rs. 353.37 lakhs with
population, Bankura is one of the backward districts in the
e-District Project in West Bengal an interest of Rs. 23.56 lakhs. For the State wide roll-out, state. The economy of Bankura is mainly agrarian. The Dept of IT, Govt.
the cost of the project at the time of approval has been literacy rate is recorded at 70.95%. The district has 3 sub- of India
- Apex Committee
The Department of Information Technology, Government estimated at Rs. 180 lakhs. Since the software application divisions viz. Bankura, Khatra and Bishnupur. The
of West Bengal has initiated the pilot e-District project for the e-District project has been developed by the e-District project is implemented at all the 22 block offices
under National e-Governance Plan (NeGP) of the System Integrator in the pilot phase, the projected cost of the district besides the three sub-divisional offices.
Department of Information Technology (DIT), Ministry of for the State-wide roll-out is much lower.
Communication & Information Technology (MCIT), This case study would focus on the successful project
Government of India to create a citizen-centric The major service categories identified and proposed in
management of the e-District pilot project in the
environment for governance. The primary aim of the the e-District pilot project in West Bengal include G2C Dept of IT, Govt.
Bankura district.
project is to provide improved services to the citizens as services like issue of Certificates, Pensions, Social Welfare of West
(ICDS), Industry services, RTI services, Licenses (Arms and -Bengal
well as introduce and strengthen new and existing delivery
channels for the District Administration at the District, Sub Explosives), Ration Card and Revenue Court. The table Stakeholders of the Pilot Project
Divisions, Block levels and provide better back-end support. below provides the details of the services currently Department of Electronics and Information Technology
offered in the state. (DeitY), Government of India is the major stakeholder of
In the first phase of the project, the Government of West
Bengal has chosen the two districts namely Bankura and This case study would focus on the successful project the project. The West Bengal Government set up a State
Jalpaiguri for the pilot implementation of the e-District management of the e-District pilot project in the Project Steering Committee headed by the Chief
project. These districts have been chosen on the basis of Bankura district. Secretary comprising of Secretaries of various WEBEL
departments and a representative of the Government of State Designated
Agency
The Total List of Services Delivered under e-District is as follows: India. For the smooth and speedy implementation of the
'e-District' Project, a State e District Mission Leader was
SI.No. Service Categories Services appointed to coordinate with all concerned departments,
Income identify the services and service levels and get approval of
the State Project Steering Committee. The District DeGS and District
1 Certificates Caste
e-Governance Societies (DeGS) under the Chairmanship Implementation Committee
Domicile in Bankura
of District Magistrate is the other major stakeholder of
Headed by: District
RTI services & Grievance RTI the project. DeGS is responsible for successful Magistrate
2 implementation of the project at the district level
Redressal Grievance Redressal
ensuring close linkages and coordination among the
Blasting License
various stakeholders at field level. The concerned
3 Licenses Fatka / Fire Cracker License departments/ organizations are the ultimate owners of
Fire Arm License the project which help in identifying the services and
Issuance of EM-1 service levels to be automated. PricewaterhouseCoopers,
the Project management consultant for the e-District pilot
Issuance of EM-2
project in the state, prepared the Functional Requirement
4 Industry Service Credit Assistance under PMEGP Specifications for the project. Tata Consultancy Services, Project System Integrator
Consultant Tata Consultancy
EC Cum RC the System Integrator, designed and developed the PricewaterhouseCoopers Services
Subsidy application software. The State Designated Agency (SDA),
West Bengal Electronic Industry Development Corporation
5 Pension Old Age
Limited (WBEIDC) or Webel is the implementing agency of
6 Social Welfare Integrated Child Development Scheme (ICDS) the application software.

9. 8 9
Service Centers (CSCs) as the primary front-ends for geographical representations and socio-economic Bankura – District Profile
service delivery to the citizens at their doorstep. profile. The pilot project got approval in June 2008 with a e-District Project Stakeholders
total funding of Rs. 579.44 lakhs. According to the Bankura, the fourth largest district of West Bengal, is
The pilot e-District MMP has been implemented in 41
Quarterly Progress Report for e-Governance Projects located in the western part of the state. With a total
districts in India. The nationwide rollout would
(July, 2012), funds received from the Government of India population of over 35 lakhs and a high percentage of tribal
incorporate 640 more districts in the next phase.
till July 2012 for the pilot project is Rs. 353.37 lakhs with
population, Bankura is one of the backward districts in the
e-District Project in West Bengal an interest of Rs. 23.56 lakhs. For the State wide roll-out, state. The economy of Bankura is mainly agrarian. The Dept of IT, Govt.
the cost of the project at the time of approval has been literacy rate is recorded at 70.95%. The district has 3 sub- of India
- Apex Committee
The Department of Information Technology, Government estimated at Rs. 180 lakhs. Since the software application divisions viz. Bankura, Khatra and Bishnupur. The
of West Bengal has initiated the pilot e-District project for the e-District project has been developed by the e-District project is implemented at all the 22 block offices
under National e-Governance Plan (NeGP) of the System Integrator in the pilot phase, the projected cost of the district besides the three sub-divisional offices.
Department of Information Technology (DIT), Ministry of for the State-wide roll-out is much lower.
Communication & Information Technology (MCIT), This case study would focus on the successful project
Government of India to create a citizen-centric The major service categories identified and proposed in
management of the e-District pilot project in the
environment for governance. The primary aim of the the e-District pilot project in West Bengal include G2C Dept of IT, Govt.
Bankura district.
project is to provide improved services to the citizens as services like issue of Certificates, Pensions, Social Welfare of West
(ICDS), Industry services, RTI services, Licenses (Arms and -Bengal
well as introduce and strengthen new and existing delivery
channels for the District Administration at the District, Sub Explosives), Ration Card and Revenue Court. The table Stakeholders of the Pilot Project
Divisions, Block levels and provide better back-end support. below provides the details of the services currently Department of Electronics and Information Technology
offered in the state. (DeitY), Government of India is the major stakeholder of
In the first phase of the project, the Government of West
Bengal has chosen the two districts namely Bankura and This case study would focus on the successful project the project. The West Bengal Government set up a State
Jalpaiguri for the pilot implementation of the e-District management of the e-District pilot project in the Project Steering Committee headed by the Chief
project. These districts have been chosen on the basis of Bankura district. Secretary comprising of Secretaries of various WEBEL
departments and a representative of the Government of State Designated
Agency
The Total List of Services Delivered under e-District is as follows: India. For the smooth and speedy implementation of the
'e-District' Project, a State e District Mission Leader was
SI.No. Service Categories Services appointed to coordinate with all concerned departments,
Income identify the services and service levels and get approval of
the State Project Steering Committee. The District DeGS and District
1 Certificates Caste
e-Governance Societies (DeGS) under the Chairmanship Implementation Committee
Domicile in Bankura
of District Magistrate is the other major stakeholder of
Headed by: District
RTI services & Grievance RTI the project. DeGS is responsible for successful Magistrate
2 implementation of the project at the district level
Redressal Grievance Redressal
ensuring close linkages and coordination among the
Blasting License
various stakeholders at field level. The concerned
3 Licenses Fatka / Fire Cracker License departments/ organizations are the ultimate owners of
Fire Arm License the project which help in identifying the services and
Issuance of EM-1 service levels to be automated. PricewaterhouseCoopers,
the Project management consultant for the e-District pilot
Issuance of EM-2
project in the state, prepared the Functional Requirement
4 Industry Service Credit Assistance under PMEGP Specifications for the project. Tata Consultancy Services, Project System Integrator
Consultant Tata Consultancy
EC Cum RC the System Integrator, designed and developed the PricewaterhouseCoopers Services
Subsidy application software. The State Designated Agency (SDA),
West Bengal Electronic Industry Development Corporation
5 Pension Old Age
Limited (WBEIDC) or Webel is the implementing agency of
6 Social Welfare Integrated Child Development Scheme (ICDS) the application software.

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CHAPTER 2 CHAPTER 3
METHODOLOGY ADOPTED FOR CASE WRITING PROJECT CYCLE
evaluation and close out) have been discussed The adoption of project management tools to support development, implementation, monitoring and
The case study aims to outline the project focusing on various project management knowledge and manage any project efficiently with optimal evaluation and closeout phases. The chapter will discuss
management which has led to successful areas including project scope, time, cost and quality utilization of resources is of significant magnitude. The various project management knowledge areas such as
implementation of pilot e-District project in management, etc. major areas of work done during the project could well be scope, time, cost, quality, human resources,
Bankura and the impact of the e-District project treated as projects in itself. This case study will take into communication, risk, etc. It will focus on the major issues
on the citizens. = The challenges and the actions taken to address these account the various factors that came into play during and challenges faced as well actions taken for better
issues in the different project phases have been the course of the project life-cycle - inception, management of the project.
identified and analyzed.
The study has been developed by
= Based on the information collected from all the Key Knowledge Areas
the following approach Phase
stakeholders, an overall assessment of the e-District
= The background and the primary objective of the project from the project management perspective has Inception Phase
Monitoring & Evaluation
Quality Management
been prepared.
Scope Management
e-District project have been presented with a brief
Time Management
Cost Management
Risk Management
Human Resource
Communication
Management
Management
overview on pre and post implementation scenario. Development Phase
= Clients (citizens) who have used the services have been
= Comprehensive questionnaire for all stakeholders and interviewed through field visits and consultative
citizens have been designed. meetings and their feedback on the automated system Implementation Phase
= An extensive data collection from the IT Department have been collated.
and all stakeholders (DeGS, district administration, Closeout Phase
= Status of applications of the e-District services has
state designated authority, consultant, system
been computed.
integrator, etc) has been done through consultative
meetings and field visits to Bankura district. = A summary report of the key findings of the pilot INCEPTION
= Different phases of the project cycle (inception, project has been prepared which could be used for the
development, implementation, monitoring and State-wide roll-out of the project.
Highlights
Scope of work formulated by DeitY
Webel identified as State Designated Authority on the recommendation of State Government
Formation of DeGS
As-Is Assessment, Gap Analysis, To-Be Services envisioned, Business Process Re-engineering areas identified by PwC
Workshops & Trainings for the State and District level officials to generate awareness about the e-District project
Scope of work is the first and foremost dimension that is Department of Electronics and Information Technology
considered at the beginning of any project. Defining the (DeitY), Government of India, formulated the scope of the
scope - the project deliverables, the limitations and the e-District project.
boundaries of the project, is important as it is directly linked Webel was identified as State Designated Authority on
to the three other major dimensions of time, quality and the recommendation of State Government and District
cost of the project. During the inception phase, the e-Governance Society (DeGS) was formed for Bankura

11. 10 11
CHAPTER 2 CHAPTER 3
METHODOLOGY ADOPTED FOR CASE WRITING PROJECT CYCLE
evaluation and close out) have been discussed The adoption of project management tools to support development, implementation, monitoring and
The case study aims to outline the project focusing on various project management knowledge and manage any project efficiently with optimal evaluation and closeout phases. The chapter will discuss
management which has led to successful areas including project scope, time, cost and quality utilization of resources is of significant magnitude. The various project management knowledge areas such as
implementation of pilot e-District project in management, etc. major areas of work done during the project could well be scope, time, cost, quality, human resources,
Bankura and the impact of the e-District project treated as projects in itself. This case study will take into communication, risk, etc. It will focus on the major issues
on the citizens. = The challenges and the actions taken to address these account the various factors that came into play during and challenges faced as well actions taken for better
issues in the different project phases have been the course of the project life-cycle - inception, management of the project.
identified and analyzed.
The study has been developed by
= Based on the information collected from all the Key Knowledge Areas
the following approach Phase
stakeholders, an overall assessment of the e-District
= The background and the primary objective of the project from the project management perspective has Inception Phase
Monitoring & Evaluation
Quality Management
been prepared.
Scope Management
e-District project have been presented with a brief
Time Management
Cost Management
Risk Management
Human Resource
Communication
Management
Management
overview on pre and post implementation scenario. Development Phase
= Clients (citizens) who have used the services have been
= Comprehensive questionnaire for all stakeholders and interviewed through field visits and consultative
citizens have been designed. meetings and their feedback on the automated system Implementation Phase
= An extensive data collection from the IT Department have been collated.
and all stakeholders (DeGS, district administration, Closeout Phase
= Status of applications of the e-District services has
state designated authority, consultant, system
been computed.
integrator, etc) has been done through consultative
meetings and field visits to Bankura district. = A summary report of the key findings of the pilot INCEPTION
= Different phases of the project cycle (inception, project has been prepared which could be used for the
development, implementation, monitoring and State-wide roll-out of the project.
Highlights
Scope of work formulated by DeitY
Webel identified as State Designated Authority on the recommendation of State Government
Formation of DeGS
As-Is Assessment, Gap Analysis, To-Be Services envisioned, Business Process Re-engineering areas identified by PwC
Workshops & Trainings for the State and District level officials to generate awareness about the e-District project
Scope of work is the first and foremost dimension that is Department of Electronics and Information Technology
considered at the beginning of any project. Defining the (DeitY), Government of India, formulated the scope of the
scope - the project deliverables, the limitations and the e-District project.
boundaries of the project, is important as it is directly linked Webel was identified as State Designated Authority on
to the three other major dimensions of time, quality and the recommendation of State Government and District
cost of the project. During the inception phase, the e-Governance Society (DeGS) was formed for Bankura