Introduction to e-Governance

Department of Electronics Information

Technology

Ministry of Communications & IT

Government of India

Government vs. Governance

• To begin with

• It is important to appreciate the difference between Government and Governance.

• Government, like an enterprise, university, religious or cultural institution, society, or a trust is an entity, constitutional, legal, registered, or otherwise.

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Government

• It has a set of people put in a structure.

• It has a set of rules, regulations, and procedures.

• It has infrastructure and resources.

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What does the Govt. do?

• It produces/provides goods and/or services to its clients/customers/citizens.

• It uses processes to transform its resources (inputs) into goods/services (outputs).

• It may charge price for what it delivers.

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Governance

• As against this

• Governance is the process by which public institutions take decisions to co-ordinate public affairs and manage public resources.

• It is what the Government (or enterprise) does.

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Governance

“ Comprise the mechanisms, processes and institutions through which citizens and groups articulate their interests, exercise their legal rights, meet their obligations and mediate their differences “

- The Human Development Report of United Nations

Development Programme

Good Governance

• It would be good governance if

• It respects the rule of law

• It is ‘citizen (customer) – centric’ (what the customer needs)

• It is ‘citizen-friendly’ (environmentally safe, convenient)

• It is of acceptable quality (determined by the citizens)

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Good Governance

• It is provided in time when needed by citizens

• It is provided at a minimum (optimum) cost.

• It is sustainable.

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Good Governance

A Governance which Proactively

and continuously leads to,

where Citizen needs Least Assistance from it and

has Least Interface with it

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Perception of Government

• Complex procedures and Hierarchy

• Insulated departments

• Slow response

• Poor G2C interface

• Lack of accountability

• Lack of transparency

• Lack of reliability

• Queues every where

10

Need for e-governance in India

Widespread red tape in public administration

Corruption in civil services

Slow movement of files and other papers

Ineffective delivery of public services

Use of outdated and age old procedures

Lack of access to information

Lack of accountability among public servants

Good Governance through e-Governance

12

e-Governance Projects with High Visibility

Highly visible e-Governance applications

What is e-Government ?

It is the transformation of government

to provide

Efficient Convenient & Transparent

Services to

the Citizens & Businesses

through Information & Communication Technologies

e-Governance

The “e” in e-Governance stands for ‘electronic’. Thus, e-Governance is basically associated with carrying out the functions and achieving the results of governance through the utilization of what has today come to be

known as ICT (Information and Communications Technology).

“e-Governance has to be citizen-friendly. Delivery of services to citizens is considered a primary function of the government. In a democratic nation of over one billion people like India, e- Governance should enable seamless access to information and seamless flow of information across the state and central government in the federal set up. No country has so far implemented an e-Governance system for one billion people. It is a big challenge before us”

Dr APJ Abdul Kalam Former President of India

"e-Governance is more about an opportunity for administrative reforms than merely about electronics, IT and infrastructure. If we miss this opportunity to reengineer government processes before computerization, the cost will be enormous”

– Sam Pitroda Head, National Knowledge Commission

• 1.2 billion people • 600,000+ villages, 70% rural population • Multi-ethnic, Multi-religious society • Multi-lingual: 22 Official languages • Multi-party, Multi-tiered democracy • 35 States & UTs; 240,000 + Local Bodies

Complexities in implementing e-Governance in India

Past Scenario (90’s)

– Limited or no improvement in the administration and service delivery

– Redundant and silo based efforts

– Limited capacities and skill sets

– Not a priority/focus area for government

– Limited or no funding support for IT

– Poor awareness on approach and benefits……

Computers - Earlier

•Big-sized, Powerless Machines

•Difficult to Program

•Intimidating Interfaces

•Low Storage Capacities

Earlier..

•Minimal Networking

•No Remote Computing

•Costly

•Huge Learning Curve

Changes in early 2000

– Increased awareness and focus on IT

– Creation of dedicated institutional structures ( IT Dept, IT Corporations) and dedicated teams by State/Central Governments.

– IT enablement in focus sectors such as Land Record, Property Registration, Transport, Tax administration

– Significant investments in creation of IT infrastructure at government offices – through largely used for back office functions, helped in IT skill sets improvement

– More success stores and increased visibility for e-Governance projects and benefits – created momentum in larger parts of the country

– Increased central government funding for IT adoption (e.g. Horizontal transfer of e-Governance initiatives)

Now..

•Small Powerful Desktops

•User-friendly Interfaces

•Enormous Data Storage

•Innumerable Applications

Now..

•Easy to learn

•PC - Essential Office Equipment

•Increased Networking

•World Wide Web

Trends to follow..

•Ultra-fast Machines

•Smaller, Smarter Gadgets

•Applications of every nature

•Networked World

•Information Superhighway

Trends to follow..

•Email - the primary communication medium

•Video Conferencing

•Information Kiosks

•Your PC - your interface to the World

Citizens Expectations Vs

Governments Response

Need to move from Government-Centric to Citizen-Centric Governance

Government to provide integrated services using e-Gov

Radical Changes in Service Delivery

You R in Q – Please Wait !!

Moving from paper to electronic

Citizen Centric services Congenial environment

Transparency Speeding delivery

What is NOT e-Government ?

e-Government is not about ‘e’

but about government !

e-Government is not about computers & Websites

but about citizens & businesses!

e-Government is not about translating processes

but about transforming processes !

e– Governance - Objectives • Improved G2C interface

• Improved quality of service

• Better internal efficiency

• Better law enforcement

• Information dissemination

• Transparency

• Reduction in effective cost to user

• Equal access to everybody

45

e – Governance - Objectives

• Re-inventing Government to maximize

– Efficiency

– Reliability

– Accessibility

– Convenience

– Transparency

– Citizen focus

From the Citizen's perspective 46

The Issue

Urban Citizen

Farmer Medium Industry

Large Business

• 50 interactions

• 10 departments

• 40 interactions • 8 departments

• 120 interactions

• 20 departments

• 500+ interactions • 100 departments

Can we streamline

these interactions

& enhance

National

Productivity ?

Strategy

• Political Vision

• Catalyze IT infrastructure creation

• Create right social environment

– Prepare citizens to adopt IT

• Leverage private sector initiative

– PPP Model

• Draw big picture

– Define thrust areas

48 48

Government Goals and Objectives of Government

People Processes Funding Facilities

Enablers

Enablers of e-Governance

Policy ICT

Governments worldwide have identified ‘Information Technology’ as a key enabler

for ‘enabling’ them to achieve the stated goals and objectives….

Enablers: which ‘enable’ or ‘support’ government or any organization in

achieving the stated goals and objectives

‘e-Governance Strategy’ is an approach or a plan of action stating how Information Technology will be leveraged in achieving the stated goals and objectives..

The four pillars of e-Governance

Pe

op

le

Pro

cess

Tech

no

logy

Re

sou

rce

s

e-Government

e-Governance is a holistic initiative

in which Technology is only

a pillar

e-Government & e-Governance

• e-Government – Transformation of Government

– Modernization of processes & functions

– Better delivery mechanisms

– Citizens are recipients

• e-Governance – A decisional process

– Use of ICT for wider participation of citizens

– Citizens are participants

e- governance – reaching out people

e-government – electronic delivery of services

Transparency Efficiency Accountability

Front End – Citizens/Businesses/Employees/Government interact with Government

Back End – Working within Government

Good Governance C

itiz

ens

| B

usi

nes

ses

| G

ove

rnm

ent

| O

ther

s

Responsiveness

e-Government e-Governance

Participation Connected

Pro

cess

Peo

ple

Tech

no

logy

Res

ou

rces

Four Pillars WHAT do we want to Achieve ?

HOW do we want to Implement ?

WITH WHAT resources ?

WHO will be responsible ?

4 Questions to be addressed

Transformation from department oriented to customer oriented…

Pillar 1

Pillar 2

Pillar 3

Key challenges to e-Governance…

Processes Preparedness People

Re-engineering

Improvement

Reforms

Optimization

Architecture

Standards

Technology

Components

HW, SW, NW

Connectivity

Awareness

Capacity Building

Training Staff

Skill Development

Institutional, Administrative, Legal…. Framework…

Commitment…. Mindset ….. Change…

e-Governance Evolution Model

Information

Interaction

Transaction

Transformation

Publishing of information/

services

Two way transaction between Government

and Stakeholders (Citizens , Businesses,

Employees)

Collaboration between

departments and sharing of services/

information

Seamless services across departments and

customized information and services as per citizen’s

requirements leading to real time integration

Deg

ree

of

Ch

ange

to

Bu

sin

ess

Role of e-Governance

Enabler Transformer

CONNECTED GOVERNMENT

• Horizontal Connections ( among government agencies) • Vertical Connections ( Central, State & Local

Governments) • Infrastructure connections (interoperability issues) • Connections between Governments & Citizens • Connections among stakeholders (government,

private, academic institutions, NGOs and civil Society

UN e-Governance Survey 2008

e-Governance implementation Models

Departments going online

Greater departmental ownership: significant re-engineering

possible

Citizen visit many departments, each one may be more efficient

Could be a first step in the absence of high band width network

e-Governance implementation Models

Conveniently located Service Centers

Counters manned by public/private agencies

Multiple services at each location: payment, licenses,

certificates

Can quickly move traffic from departments to service centers

Requires significant coordination

Self Service through a Portal one stop shop

Back end computerization and Integration needed for data sharing

High internet penetration; willingness and ability of citizen to use

Security and mutual trust (builds with successful outcome)

Usage builds up gradually. Adoption rate has to be driven.

Requires strong centralized leadership for extensive co-ordination

e-Governance implementation Models

Pilot

Parallel

Phased

Big Bang

Project Initiation

Project Planning and Design

Project Execution

Project Monitoring and Controlling

Project Closing

E-Governance implementation approach

Categorization of Government Services

Citizen Lifecycle

Old Age

Family

Youth

StudentChild

•School/College

Admission

•Scholarships

•Examination results…

•Employment

•Driving license

•Passport

•Vehicle

registration…

•Agriculture

•Taxes payment

•Property registration

•Utility services

•Social benefits

•justice

•Birth Registration

& Certificate

•Healthcare…

•Pensions

•Insurance

•Healthcare

•Death certificate

Examples of G2C Services

• Birth Certificate

• Health Care

• School Admission

• Scholarships

• e-Learning

• Examination Results

• Employment Services

• Vehicle Registration

• Driver’s License

• Passport/Visa

• Agriculture

• Land Record

• Property Registration

• Marriage Certificates

• Taxes

• Utility Services

• Municipality Services

• Pensions

• Insurance

• Health Care

• Death Certificate

… from cradle to grave

Examples of G2B services

Close

Expand

Operate

Start-up Explore

Opportunities

•Approvals

•Permissions

•Registrations

•Returns

•Taxes

•Permits

•Compliance

•Approvals

•Permissions

•Project Profiles

•Infrastructure

•State Support

•Approvals

•Compliance

Examples of G2G Services

Human Resources • Recruitment • Training • Establishment • e-Learning

•Workplace • Workflow Automation • Video Conferencing • MIS • Back-office Support • GIS

•Productivity • Performance Mgt. • Budget • Treasuries • Planning • e-Assembly •

Enhancing internal functions of government is as important a mandate for e-

Governance as is G2C and G2B services

e-Governance Key Benefits

Improved quality

of citizen services

Improved internal

efficiencies

Better enforcement

of law

Education &

information

Promotion of other

activities

Just as e-business is transforming the private sector,

e-government will transform the governance.

However, the e-government transformation is costly and fraught

with political, operational and technology risks.

Benefits & Outcomes of e-Governance

Benefits of e-Governance

• Reduced transaction time and elapsed time

• Less number of trips to Government offices

• Expanded time window and convenient access

• Reduced corruption-need for bribes, use of influence

• Transparency-clarity on procedures/documents

• Less uncertainty in estimating time needed

• Fair deal and courteous treatment

• Less error prone, reduced cost of recovery

• Empowered to challenge action-greater accountability

• Levy of use charges

Some lessons from past experiences…

• e-Government cannot perform as a substitute for governance reform

• e-Government must address the rural urban divide

• Manage expectations : e-government is not a magic bullet

• Translating promises to benefits involves difficult organizational changes.

• There is no “one size fits all” strategy: the context needs to be understood

• Balance top direction and bottom up initiative

• Avoid large failures; deliver early results

• Identify priority interventions that are capable of exploring a country’s competitive advantage, delivering cross-cutting positive impacts

• Promote partnerships between government, private sector, civil society and donors

• Avoid technology focus: ensure complementary investment; skills, organizational innovation and incentives are crucial for making technology work

• Emphasize training and capacity building

Critical Success Factors for e-Governance…

• Strong Political and Administrative Leadership

• Clearly identified goals and benefits

• Significant Process Reengineering Required

• Detailed Project Management

• Ownership by people who are most affected

• Adopt established standards and protocols – minimize customization

• In-source Analysis; Outsource design, software development, data preparation, training, etc.

• Manage change process-unfreeze, move-refreeze

• Invest in training all stake holders on application and its use

• Explore Public Private Partnership

• Create awareness of how things have changed for clients

• Think Big, start small, evaluate and learn, scale up and evaluate

Pre-1990: Railways,

Office automatio

n

1990-2006:

Individual

dept. & state level

initiatives

2006: NeGP,

27 MMPs

2008: NSDG

Go-Live

2011: M-Governanc

e; 4 new MMPs

2012: Nation

al Policy on IT

2013: Cloud, integrat

ed services

2014: NeGP

2.0 (propose

d)

e-Governance evolution in India

• e-Governance plan for the country

• Aims at improving delivery of Government services to citizens and businesses

• Formulated by the Department of Information Technology (DIT) and Department of Administrative Reforms & Public Grievances (DAR&PG)

• Union Government approved NeGP in May, 2006

National e-Governance Plan (NeGP)

NeGP Vision “Make all Government services accessible to the common man in his

locality, through common service delivery outlets and ensure efficiency, transparency & reliability of such services at affordable costs to realize the

basic needs of the common man.”

NeGP Approach

• Clear NeGP Vision Statement

• Mission Mode Projects in key departments with large public interface

– Focus on Public Service Delivery & Outcomes

– Structured consultation with users before setting objectives

– Process Re-engineering an integral element of project

– Clear Change Management Plan for all stakeholders

• ICT-based Service Delivery Platform to reach even remote areas

– Radically change the way government delivers services

• Generic Program components including Capacity Building

• Centralized Initiative, Decentralized Implementation

• Incorporation of suitable system of inducement for states to encourage

adoption

• Adequate importance for quality and speed of implementation of IT

services

• Trend of delivery of services through common service centres to be

encouraged and promoted

• Ownership and Central Role of Line Ministries/ State Governments

• Emphasis on Private-Public Partnerships

• Connectivity should be extended up to block level through SWANs

Strategy to realize vision

– 31 Mission Mode Projects (MMPs)

– Core infrastructure components - Service Centres, Data Centres and Wide Area Networks

– Web enabled delivery of services & service levels

– Process re-engineering, change management and project management

– Centralized Initiative - Decentralized Implementation : emphasis on PPP….

Internet

SDC

SWAN

100,000 CSC 27 MMPs

For Service Delivery

NeGP Coverage..

Apex Body ( Headed by PM)

National e-Governance Advisory Board

( Headed by Minister)

Apex Committee ( Headed by Cab Secy)

DIT

Government Entities (NISG/ NIC etc.)

Provincial /State Governments

Line Ministries

Implementation Framework

Key Implementation Considerations

Common Support Infrastructure

Governance (institutional structures for implementation)

Centralized Initiative, Decentralized Implementation

Public-Private Partnerships

Integrative Elements

Programme Approach at the National and State levels

Facilitatory role of DIT

Ownership of Ministries

4

Conceptualization Stage Output: Core Scope Document Major Governance Objectives, Services, Service Levels, Stakeholder identification and Consultation are major activities of this stage

3

2

1

Design and Development Stage Output: DPR and Scheme Approval Identify parameters for process modification, technology choice, conduct pilots, define milestones, timelines etc

Implementation Stage Output: Implementation at sites Develop & implement Rollout Plan for the project

Post Implementation Stage: Output: Delivery of services, service levels

All MMPs may not follow the same sequence

Project Stages of MMP

Schemes Approx Cost (in Rs Crore)

Central MMPs 9607

State MMPs 20224

Integrated MMPs 2656

CSC 5,742

SWAN 3,334

SDC 1,623

CB Scheme 313

INVESTMENT IN NeGP PROGRAMME IS GOING TO BE OVER Rs 50,000 Crs.

Projected Investment for NeGP

Information extracted from “Saaransh” a compendium of MMPS published by NeGD, DIT, GoI

NIC (National Informatics Centre) Application Development, Implementation, Standards

CCA (Controller of Certifying Agency) Digital Certification

STQC Standards Testing Quality Certifications

Organizations supporting NeGP Implementation

NeGP

PMU

CDAC (Centre For Advanced Computing) R&D Local Language Interface

Core Infrastructure

Projects 31 MMPs

Role of DIT in NeGP Implementation

• Act as Secretariat to the Apex Committee

• Appraise (Technically) all projects prior to approval

• Provide technical assistance to Central Line Departments / States

• Implement pilots / infrastructure / special projects

• Lay down standards and policy guidelines

• Leverage capacity of existing public and private institutions