Leveraging on gic to make the govt citizen freindly
~Government Information Centre~ A Flagship eGovernment Project and a Success Story of Sri Lanka Wasantha Deshapriya Director Re-Engineering Government Programme Information and Communication Technology Agency of Sri Lanka www.icta.lk email@example.com at http://twitter.com/Wasanthadesha
How it began?● Even being a very senior government officer, could you find the exact information that you are looking for?● Could we have all necessary information at a common place so we could retrieve it easily!
A Success Story?● People friendly Government; Provides information through call centre – On over 2000 govt services – In 3 languages / highly courteous manner – 12 hours x 365 days – @ 98% satisfaction rate – Annually over 1.5 mn citizens – Costing less that 10 rupees per call● Provides rich Information through website● Facilitates submission of complaints/ grievences
Flagship project?● The highest success rate● Low cost. Highest return/outcome● A solution for the language issue of govt● National and island-wide coverage● Internationally famed, rewarded 5
Another Aspect; “Digital Intermediary”High Mobile Penetration; low Internet penetration.All web based information inaccessible to majority 6 Source: TRC of Sri Lanka
GIC provides web information toICT illiterate citizens to make their lives better!
In comparison (in June 2011) W eb hits SMS GIC Calls Railway Schedule 456 30 10947 Foreign Employment 382 no SMS 5646
Top 10 available organizations: June,2011 Organization Sinhala Tamil English Total Total%SriLanka RailwayDepartment 10947 194 198 11344 12.17Department of motor traffic 8528 145 123 8799 9.44Department of Police 6118 88 73 6299 6.76Divisional secreteriat 5895 107 62 6071 6.51Sri Lanka ForeignEmployment Bureau 5646 139 29 5823 6.25Department of Immigration& Emigration 4679 131 137 4949 5.31Department of Registrationof a Person 3453 117 35 3607 3.87Ceylon Electricity Board 3272 54 30 3370 3.61Department ofExaminations 3220 74 26 3324 3.57Ministry of Education 2838 61 23 2929 3.14
Is all well at GIC? Organization coverage is narrow!● Organization coverage narrow! Ministries 19 Departments 49 Statutory Bodies 49 Divisional Secretariats 1 Provincial Councils 2 Local govt 4 Govt Banks 12 Total 125
High number of calls for notcovered organizations (June 2011) Organization Sinhala Tamil EnglishMinistry of Health 1178 18 12Telecommunication RegulatoryCommission of Sri Lanka 1035 39 17Ministry of Defence 755 23 23Army HeadquartersMinistry of Economic 711 1 1Development 533 7 19Ministry of Higher Education 479 6 5National Water Supply Board 452 10 14Ministry of Local Government &Provincial Councils 440 11 6Parliamentary Complex 430 14 6Airport & Aviation Services (Sri Lanka)Limited (Bandaranaike InternationalAirport) 393 21 19
Original Manual TranslationAvailability English Sinhala TamilAvailable 98 112 32Not Available 27 13 93Total No of 125 125 125organizations
Content update Translation period(9th May-15th July)Organization No. of updations received Progress LanguageDepartment of Labour 14 updated E/SDepartment of Manpower and Employment 05 updated EDepartment of Forest Conservation 09 updated EDepartment of Registrar of Companies 06 updated E/SBOI 07 updated E/SSri Lanka Legal Aid Commission 01 updated EMinistry of Parliamentary Affairs 05 updated EDepartment of Police 91 updated E/S/TDepartment of Export Agriculture 24 updated EDepartment of Elections 02 updated ENational Savings Bank 01 updated EDepartment of National Museums 01 updated SLanka Puthra Development Bank ltd 02 updated EDepartment of motor traffic 04 updated ESri Lanka Customs Department 01 updated E
Progress of complaints escalation throughcall center period(9 May-15 th th July) Organizations Total no. of Answered Forwarded to Category complaints receivedMinistry of Health ICTA N/A 6 0Public Service Commission ICTA N/A 2 2Department of Irrigation ICTA N/A 1 0Sri Lanka Foreign Contact AvailableEmployment Bureau person 4 0Divisional Secretariat Contact Available 6 0 personElectricity Board Contact Available 5 3 personUniversity Grants Contact AvailableCommission person 1 0Tertiary & Vocational Contact AvailableEducation commission person 1 0 Contact AvailableDepartment of Labour 4 4 personUrban Development Contact AvailableAuthority person 1 0Department of Police Contact Available 3 1 personCredit Information Bureau ICTA N/Aof Sri Lanka (CRIB) 1 1
In summary● GIC is a win-win project for all around However● Not providing information to GIC● Not translating content● Not updating manual and GIC web content● Not translating updates● Finally not providing more and more eServices● Reduces the Citizen friendliness of Govt