Nemmadi Telecentre Project - Mizoram

Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances Ministry of Personnel, Public Grievances and Pensions, Government of India http://indiagovernance.gov.in/
Researched and Documented by
Governance Knowledge Centre Promoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Methodology ................................
Background ................................
Objective ................................................................
Transparency and Accountability
Governance Knowledge Centre
Public Grievances and Pensions
Researched and documented by
Government of India
Executive Summary
The Government of Karnataka (G0K) started the pilot project of Nemmadi Telecentre initiative
in Maddur, a town in Mandya district of Karnataka in 2004 to enable the
governance services to rural citizens thereby reducing human intervention. Karnataka has been
recognised nationally and internationally for promoting citizen centric practices of governance
under PPP model. Nemmadi telecentre initiative has
efforts of different states to promote a transparent and accountable model of delivering e
governance services.
Nemmadi telecentre project is a public private intervention which aims at empowering the
lives of the rural citizens. Through the innovative use of information and technology it plays a
very important role in improving the state’s delivery of governance related services. Many
private organisations such as Comat technologies, N
have helped in setting up of the telecentres across the state and has overcome all technological
hurdles.
This initiative was first piloted in one taluka for a period of one year before starting it in the
entire state but was later expanded to eleven
in urban districts of Bangalore incorporated with all the experience and learnings. Today this
initiative has been running in the entire state with over 800 telecentres till now and provides a
scope for replication in other states of India too. The actual project was started in September
2006 in the entire state and was designed to enable rural citizens an access to hassle free and
timely public services at their doorsteps.
Its efforts in enhancing public serv
This initiative has been awarded the National Silver award for e
for rural development - Microsoft award for e
award for e- governance (2007) within one year after it was launched.
Methodology Governance Knowledge Centre research team identified Nemmadi Telecentre project as a best
practice because of its success in providing e
doorstep in the entire state of Karnataka and improving their lives.. The team conducted
extensive secondary research using reliable web sources for documenting Nemmadi as a best
practice. Secondary research methods were used to gain basic understanding
programme. In this regard publications available online, website for public portal
(http://www.nemmadi.karnataka.gov.in/
Executive Summary
in Maddur, a town in Mandya district of Karnataka in 2004 to enable the
under PPP model. Nemmadi telecentre initiative has played a significant role among many
efforts of different states to promote a transparent and accountable model of delivering e
l citizens. Through the innovative use of information and technology it plays a
private organisations such as Comat technologies, N-Logue communications and 3i InfoT
entire state but was later expanded to eleven talukas in Mandya, Davangere, and Dharwad and
tion in other states of India too. The actual project was started in September
timely public services at their doorsteps.
Its efforts in enhancing public service delivery has been recognised and acknowledged widely.
This initiative has been awarded the National Silver award for e- governance (2007
Microsoft award for e- governance (2007) and Government technology
governance (2007) within one year after it was launched.
Governance Knowledge Centre research team identified Nemmadi Telecentre project as a best
practice because of its success in providing e- governance services to the rural citizens at the
practice. Secondary research methods were used to gain basic understanding
http://www.nemmadi.karnataka.gov.in/) was studied under which the project was started by
Case Study E-Governance
Nemmadi Telecentre Project
2
in Maddur, a town in Mandya district of Karnataka in 2004 to enable the delivery of e-
played a significant role among many
efforts of different states to promote a transparent and accountable model of delivering e-
l citizens. Through the innovative use of information and technology it plays a
Logue communications and 3i InfoTech
talukas in Mandya, Davangere, and Dharwad and
tion in other states of India too. The actual project was started in September
ice delivery has been recognised and acknowledged widely.
governance (2007- 2008), IT
Governance Knowledge Centre research team identified Nemmadi Telecentre project as a best
governance services to the rural citizens at their
practice. Secondary research methods were used to gain basic understanding of the
) was studied under which the project was started by
Government of India
Government of Karnataka to identify the stakeholders and understanding the working design
of the project.
Having identified the stakeholders the next step was to interview them to get a deeper insight
in to the operation and impact of the initiative. Following the background stud
interview was conducted with the Director of Nemmadi project to enhance understanding
about the project design, about its functioning at grass root level, technology used,
implementation strategy, and address related gaps.
Efforts have been made to provide objective information in the document. However only the
implementer of the programme was interviewed, the study is limited in terms of
documentation of views and responses of the beneficiaries.
Background To introduce e-governance on a national scale and to
deliver efficient e -governance services at the doorstep
of every citizen, Government of Karnataka initiated
Nemmadi project in 2004. Karnataka i
pioneer of e-governance in India thereby making l
of rural and urban people easier. In the year 2000, the
e-governance strategy was disclosed in Karnataka
much before the National e-governance plan as part of
IT Millennium policy. The aim of e
strategy in Karnataka was to enhance use of
information and communication technology for the
better functioning of government so that it can deliver
services to the rural citizens at their door step. The key motivation behind initiation of
Nemmadi project was actually the e
involved providing benefits to rural citizens through computerized applications and
digitization of seven million agricultural land records. But with time state government felt the
need for telecentres under Public Private Partners
feasible to establish and operate computer centres at every village and now these telecentres
would not be restricted to delivery of land record but also many other e
To provide citizen with every facilities and making their lives easier, services provided through
Bhoomi project was not sufficient therefore other rural digital services need to be provided
through the set up of these telecentres under Nemmadi project which acted as a single w
for all the services.
to identify the stakeholders and understanding the working design
in to the operation and impact of the initiative. Following the background stud
implementation strategy, and address related gaps.
de to provide objective information in the document. However only the
documentation of views and responses of the beneficiaries.
governance on a national scale and to
governance services at the doorstep
of every citizen, Government of Karnataka initiated
Nemmadi project in 2004. Karnataka is seen as a
governance in India thereby making lives
of rural and urban people easier. In the year 2000, the
governance strategy was disclosed in Karnataka
governance plan as part of
IT Millennium policy. The aim of e-governance
strategy in Karnataka was to enhance use of
formation and communication technology for the
better functioning of government so that it can deliver
Nemmadi project was actually the e-governance initiative known as Bhoomi project which
need for telecentres under Public Private Partnerships model (PPP) as it was difficult and not
would not be restricted to delivery of land record but also many other e-
h every facilities and making their lives easier, services provided through
through the set up of these telecentres under Nemmadi project which acted as a single w
Salient features
to identify the stakeholders and understanding the working design
in to the operation and impact of the initiative. Following the background study telephonic
de to provide objective information in the document. However only the
as Bhoomi project which
hips model (PPP) as it was difficult and not
- governance services.
h every facilities and making their lives easier, services provided through
through the set up of these telecentres under Nemmadi project which acted as a single window
Salient features
entire state in 2006
services at village level
Government of India
Nemmadi is a unique and innovative initiative that was piloted in Karnataka and needs to be
replicated in other states in India. The e
in 2004 with a pilot project in Maddur
efficacy across villages. To achieve its mission of providing IT enabled Government services to
the common man in the village in a transparent and affordable manner, Government of
Karnataka has set up a network of 800 telecentres at village hoblis which is known as cluster of
villages through PPP model. It has also set up 177 back offices at taluka level. This was the first
and largest G2C and B2C e-governance project that offers a range of thirty ei
issue of caste certificates, birth and death certificates etc at the door step of rural citizens known
as Rural Digital Services (RDS) through its 800 telecentres located at hobli
Rural Digital Services are categorized in following mann
• Status Certificates-
certificate, birth certificate, death certificate etc come under this
certificates are important for delivering services to citizens such as banks, schools,
hospitals etc by many public and private organisations.
• Income Certificates
households. It consists of certificates like income certificate, unemployment certificate,
bonafide certificate, widow pension etc. These are used in getting grants or subsidies
from the government.
• Land related Certificate
cultivation of land. Certificates that come under this category are No tenancy certificate,
land holding certificate, mutations etc. These certificates are important for the
transactions in dealing with buying and selling of land and for obtaining
related to land requirements.
Nemmadi telecentres offered services from beginning till the end to citizens through internet
facilities. Telecentres were operated by IT company and operators looked after the entry of the
citizen data at the time of the application for services. The data was then processed at the back
end taluk office. The citizens had to collect the digital certificates at the telecentres after some
days. These telecentres provided both G2C and B2C services
OneWorld Foundation India
Nemmadi Telecentre Pr
s a unique and innovative initiative that was piloted in Karnataka and needs to be
replicated in other states in India. The e-Governance Department began this telecentre initiative
in 2004 with a pilot project in Maddur, a town in Mandya district of Karnataka to determine its
up a network of 800 telecentres at village hoblis which is known as cluster of
governance project that offers a range of thirty ei
as Rural Digital Services (RDS) through its 800 telecentres located at hoblis.
Services are categorized in following manner:
Services related to it deals with the status of citizen’s existence.
Certificates such as residence certificate, caste certificate, living certificate, widow
certificate, birth certificate, death certificate etc come under this
hospitals etc by many public and private organisations.
s – Services related to it deals with the level of income of
onsists of certificates like income certificate, unemployment certificate,
Land related Certificates – Services related to it deals with the owners
transactions in dealing with buying and selling of land and for obtaining
related to land requirements.
s offered services from beginning till the end to citizens through internet
of the application for services. The data was then processed at the back
days. These telecentres provided both G2C and B2C services.
4
s a unique and innovative initiative that was piloted in Karnataka and needs to be
this telecentre initiative
, a town in Mandya district of Karnataka to determine its
up a network of 800 telecentres at village hoblis which is known as cluster of
governance project that offers a range of thirty eight services like
s.
Services related to it deals with the status of citizen’s existence.
Certificates such as residence certificate, caste certificate, living certificate, widow
certificate, birth certificate, death certificate etc come under this category. These
Services related to it deals with the level of income of
onsists of certificates like income certificate, unemployment certificate,
Services related to it deals with the ownership and
transactions in dealing with buying and selling of land and for obtaining resources
s offered services from beginning till the end to citizens through internet
of the application for services. The data was then processed at the back-
Government of India
-Updating data
These telecentres have been set up in each of 749 hobli quarters and some of the hoblis have
additional telecentres to serve the needs of citizens.
office has a back office through which services are delivered. This becomes convenient for the
citizen as no more the citizen has to travel taluka office to avail the services by traveling on an
average 30 km as he can avail these service
5km away. The citizen will get all the thirty eight services which were earlier given in taluka
offices now from telecentres and can al
project includes four components which are Village telecentres, Taluka back office, Taluka
server and State data centre.
This initiative has been successfully recognized by both national and international government
organisations. Today it has provided delivery of all e
window resulting in transparent, accountable and affordable delivery of services. By
Figure 1: Telecentre services
Source: OneWorld Foundation, 2012
additional telecentres to serve the needs of citizens. Apart from these telecentres, each taluka
e can avail these services by visiting nearby hobli telecentre to which is just
offices now from telecentres and can also avail B2C services. Service infrastru
as provided delivery of all e- governance services through single
window resulting in transparent, accountable and affordable delivery of services. By
Insurance related services
Apart from these telecentres, each taluka
by visiting nearby hobli telecentre to which is just
so avail B2C services. Service infrastructure of this
governance services through single
Government of India
establishing 800 telecentres in the villages it has empowered the lives of rural citizens and
helped them to gain information and knowledge about their rights.
Objective Nemmadi project is a flagship PPP initiative which
enabled e-governance services to the rural citizens through efficient, transparent, reliable and
affordable manner.
Nemmadi project has following objectives
• To create smart and virtual offices of state government in all the villages
• To enhance accountability, transparency and responsiveness of the government towards
citizens needs
• To scale up the operation of all departments so that it covers all G2C services
• To provide to government departments and agencies a means of efficient and cost
effective method of service delivery to citizens
• To manage delivery of services through PPP model
• To enable government departments and agencies to focus on their important functions
and responsibilities.
Project Design
Key stakeholders
• Secretary, e-Governance,
• Caseworkers at the taluk office level
• Taluk back office operator
to gain information and knowledge about their rights.
s a flagship PPP initiative which was started with the aim to provide IT
governance services to the rural citizens through efficient, transparent, reliable and
Nemmadi project has following objectives:
To create smart and virtual offices of state government in all the villages
To enhance accountability, transparency and responsiveness of the government towards
operation of all departments so that it covers all G2C services
To provide to government departments and agencies a means of efficient and cost
effective method of service delivery to citizens
To manage delivery of services through PPP model
vernment departments and agencies to focus on their important functions
Government of Karnataka
Citizens of Karnataka
Governance, Government of Karnataka
Caseworkers at the taluk office level
Taluk back office operator
6
s started with the aim to provide IT
governance services to the rural citizens through efficient, transparent, reliable and
To create smart and virtual offices of state government in all the villages
To enhance accountability, transparency and responsiveness of the government towards
operation of all departments so that it covers all G2C services
To provide to government departments and agencies a means of efficient and cost
vernment departments and agencies to focus on their important functions
Government of India
The e-Governance department started the pilot project of Nemmadi telecentre initiative in 2004
in Maddur, a town in Mandya district of Karnataka. This project is basically a citizen centric
project that focuses on delivering many e
Under the Nemmadi programme services are delivered to the citizen through an infrastructure
model that is deployed by the state government at taluka level, state level and a network of
village known as telecentres. The pilot
(NIC) through the use of already existing technical infrastructure of Bhoomi project. Initially a
preliminary model for two services was developed which comprised of divisional
commissioners, tahsildars and caseworkers. However there was no involvement of village
accountants, revenue inspectors in the decision making process. These services were then
improved and were finally piloted from March 2004 to September 2006. To ensure the success
of this programme the state government adopted an approach and identifies two important
parameters. First the need for the strong application and secondly establishing networks of
delivery centres to deliver the services to citizens. This initiative was first piloted in
for a period of one year before starting it in the entire state. With time the piloted project was
then expanded to eleven talukas in Mandya, Davangere, and Dharwad and in urban districts of
Bangalore. The learnings and outcomes were then review
of the program in the entire state. The experiences of the pilot project helped in understanding
various issues involved in scaling up the programme in the entire state. It was not feasible to
establish and operate computer centres at every village and hence starting of the telecentres
under PPP model was the substitute for it. N
ten telecentres in Karnataka which are being run by local entrepreneurs to provide telecom and
telemedicine services for this pilot project. Another fourteen services were added to the two
services which were piloted in Maddur in 2005 in the later stages of this pilot project. In
September 2006 the project was awarded and in April 2007 over 769 telec
in the entire state.
Following are the broad categories under which services are rendered in Karnataka:
Bhoomi RTC – Among various projects of Government of Karnataka, the project Bhoomi was
an example of one of its kind which proved how computer application has benefited the rural
citizens. Under this programme 200 lakh land records of 70 lakh farmers living in 30000 vi
Governance department started the pilot project of Nemmadi telecentre initiative in 2004
project that focuses on delivering many e- governance services to the citizens at their doorstep.
village known as telecentres. The pilot project was executed by National Informatics Centre
and caseworkers. However there was no involvement of village
me the state government adopted an approach and identifies two important
delivery centres to deliver the services to citizens. This initiative was first piloted in
Bangalore. The learnings and outcomes were then reviewed and were incorporated in starting
uter centres at every village and hence starting of the telecentres
under PPP model was the substitute for it. N-Logue organization has helped in setting up of
elemedicine services for this pilot project. Another fourteen services were added to the two
September 2006 the project was awarded and in April 2007 over 769 telecentres was established
Among various projects of Government of Karnataka, the project Bhoomi was
citizens. Under this programme 200 lakh land records of 70 lakh farmers living in 30000 vi
Governance department started the pilot project of Nemmadi telecentre initiative in 2004
the citizens at their doorstep.
project was executed by National Informatics Centre
and caseworkers. However there was no involvement of village
me the state government adopted an approach and identifies two important
delivery centres to deliver the services to citizens. This initiative was first piloted in one taluka
ed and were incorporated in starting
uter centres at every village and hence starting of the telecentres
Logue organization has helped in setting up of
elemedicine services for this pilot project. Another fourteen services were added to the two
entres was established
Among various projects of Government of Karnataka, the project Bhoomi was
citizens. Under this programme 200 lakh land records of 70 lakh farmers living in 30000 villages
Government of India
of Karnataka have been computerized. One of the important components of Bhoomi
programme is village telecentres which enable the citizen to get a copy of his land record (RTC)
at his village without the need to travel to the distant taluka office. A
replicated at the State Data Centre (SDC) on daily basis and the village telecentre accesses the
Bhoomi records from the SDC through RTC on web.
Rural Digital Services (RDS)
from the taluka to the citizen. This include delivery of services such as caste certificate, death
certificate, birth certificate , application fore social security schemes like old age pension
scheme widow pension scheme etc.
ESCOM Electricity Bill Collection
Electricity Supply Company (HESCOM), Gulbarga Electricity Supply Company (GESCOM),
Mangalore Electricity Supply Company (MESCOM) and Chamundeshwari Electricity Supply
Company (ESCOM).There is this provision of collection of payments of electricity bill of
citizens through these telecentres. Currently the efforts are being made to expand the services
across state and deliver it through their existing 800 telecentres.
Monitoring and Evaluation
To monitor the activities of telecentres Government of Karnataka has set up Nemmadi
Monitoring Cell. This monitoring cell comprises of six members from different organiations.
The Nemmadi Monitoring Cell reports to
Services (DEDCS), and is responsible for monitoring of Nemmadi project. Any concern or
issues of people with regard to the project is addressed to DEDCS. Whereas any issues related
to infrastructure, training or employment at specific telecentres
partners of this project who are responsible. DEDCS also instituted organizations such as
National Informatics Centre, Software Technology Parks of India (STPI) and Karnataka State
Electronics Development Corporation Limited to dea
the certificates , training to the operators and enhancing the overall process pf Nemmadi
telecentres. NIC helped in overcoming the challenge of upgrading the Nemmadi version of 2.2
to version of 2.3 within three
organisations and other monitoring mechanism were incorporated to enhance the software in a
better way.
at his village without the need to travel to the distant taluka office. All the data from taluka is
Bhoomi records from the SDC through RTC on web.
Rural Digital Services (RDS) - This involves delivery of services of revenue departm
scheme widow pension scheme etc.
ollection- There are five electricity supply companies (ESCOM) in
Karnataka which are in operation - Bangalore Electricity Supply Company (BESCOM), Hubli
ty Supply Company (MESCOM) and Chamundeshwari Electricity Supply
state and deliver it through their existing 800 telecentres.
valuation
Monitoring Cell reports to the Directorate of Electronic Delivery of
(DEDCS), and is responsible for monitoring of Nemmadi project. Any concern or
to infrastructure, training or employment at specific telecentres are addressed to private
Electronics Development Corporation Limited to deal with the complaints tahsildars in issuing
to version of 2.3 within three to six months. All the changes suggested by the partner
8
ll the data from taluka is
of services of revenue department
There are five electricity supply companies (ESCOM) in
Bangalore Electricity Supply Company (BESCOM), Hubli
ty Supply Company (MESCOM) and Chamundeshwari Electricity Supply
the Directorate of Electronic Delivery of Citizen
(DEDCS), and is responsible for monitoring of Nemmadi project. Any concern or
are addressed to private
l with the complaints tahsildars in issuing
to six months. All the changes suggested by the partner
Government of India
Service user feedback mechanism
The government of Karnataka ensures to provide citizens with all the e
and increased the number of services that needs to be delivered from telecentres. Before
starting the programme in the entire state it was piloted first in one taluka for a period of one
year and during this period everything was refined including the service delivery parameters
and was then incorporated in actual rollout of the programme .As most of the services are
delivered online, Nemmadi project has set of well defined service level agreements (See
Annexure A) that ensures that services are delivered to people in a
manner. These services are very crucial for the citizens so feedbacks from citizens are solved
though this mechanism by following service level agreements such as making sure there are
extra computer in telecentre in case when transactions
check on operator presence and maintaining record of telecentre login etc. So through this
mechanism, the request and complaints of the citizens are addressed and taken into
consideration and new things are incorporat
Technology
The e- governance service delivery comprises of following components:
Village Telecentre – These centers are considered as a primary source for delivering e
governance services to the citizens set up in hoblis centers. All the queries regarding issue of
the certificate or obtaining it are listed at these telecenters. At the village telecenter
application is a thick application which most of the time uses online connectivity to write
directly to central database but does work in offline mode in absence of connectivity.
Service user feedback mechanism
The government of Karnataka ensures to provide citizens with all the e
of services that needs to be delivered from telecentres. Before
nd was then incorporated in actual rollout of the programme .As most of the services are
ensures that services are delivered to people in a transparent
extra computer in telecentre in case when transactions exceed by more than 7500, keeping a
consideration and new things are incorporated to ensure efficient delivery of the services.
governance service delivery comprises of following components:
These centers are considered as a primary source for delivering e
the certificate or obtaining it are listed at these telecenters. At the village telecenter
9
The government of Karnataka ensures to provide citizens with all the e -governance services
of services that needs to be delivered from telecentres. Before
nd was then incorporated in actual rollout of the programme .As most of the services are
transparent and affordable
exceed by more than 7500, keeping a
ed to ensure efficient delivery of the services.
These centers are considered as a primary source for delivering e-
the certificate or obtaining it are listed at these telecenters. At the village telecenter the RDS
Government of India
Taluka back office- The back office ensures that
are processed and is verifies for the data which is to be used in generating the certificates for
the citizens and is signed by the Tahsildar through his smart card. The digitally signed
certificates can be downloaded at the village telecentres and is issued to the applicant.
Taluka server – This server consist of data base of rural digital services transactions at the
taluka. Connection to the state data centre of the taluka servers posses some advantage such
these servers are manageable from a central location making application management and
deployment quite easier. Secondly these servers are free from security risks as taluka servers
can be connected only through state data centre.
State Data Centre (SDC)
channels to departmental servers making it free from any security risk. Karnataka is one of the
first states to create SDCs for delivery of all e
disaster recovery centre. Also the rural digital service database is the single database at SDC.
Very Small Aperture Terminal Network (VSAT)
telecenters to the state data center and the state data center to the Nemmadi b
of the 177 talukas .To maintain the security level data was exchanged between the two through
SDC. All taluk back offices are headed by the tahsildar and is assisted by a group of
Source: Nemmadi, Government of Karnataka
The back office ensures that all the requests received from the telecentres
wnloaded at the village telecentres and is issued to the applicant.
This server consist of data base of rural digital services transactions at the
taluka. Connection to the state data centre of the taluka servers posses some advantage such
can be connected only through state data centre.
– SDCs are the only means through which connect delivery
first states to create SDCs for delivery of all e- governance applications and also acts as a
er recovery centre. Also the rural digital service database is the single database at SDC.
Very Small Aperture Terminal Network (VSAT) - This network connects each of the
telecenters to the state data center and the state data center to the Nemmadi b
To maintain the security level data was exchanged between the two through
all the requests received from the telecentres
wnloaded at the village telecentres and is issued to the applicant.
This server consist of data base of rural digital services transactions at the
taluka. Connection to the state data centre of the taluka servers posses some advantage such as
SDCs are the only means through which connect delivery
governance applications and also acts as a
er recovery centre. Also the rural digital service database is the single database at SDC.
This network connects each of the
telecenters to the state data center and the state data center to the Nemmadi back offices in each
To maintain the security level data was exchanged between the two through
Government of India
the taluk office level, Taluk back office operator
Figure
Source: M. Das Aundhe & R. Narasimhan. ‘Project Nemmadi: the bytes and bites of ICT
implementation in India’. Web.6 October 2012. <http://nmims.edu/wpcontent/uploads/2012/08/Dr.
Financial Model
Revenue Model:
As this project is developed on Public Private Partnership model its capital recurring cost is
been taken care of by PPP partners. In terms of
to establish back offices in each of the taluka offices is provided by Government of Karnataka.
Source of revenue for PPP partners include user charges, transaction charges, fees from the
Government of Karnataka, data entry charges for digitization of data, hiring hand held devices,
B2C services, and provision of internet and IT based services.
functionaries which include Village Accountants and revenue inspector at field, Caseworkers at
Taluk back office operator
Figure 4: Nemmadi telecentre delivering services
Source: M. Das Aundhe & R. Narasimhan. ‘Project Nemmadi: the bytes and bites of ICT
implementation in India’. Web.6 October 2012. <http://nmims.edu/wpcontent/uploads/2012/08/Dr.
Narasimhan-Cas
been taken care of by PPP partners. In terms of providing infrastructure support and 200 sq ft
ka, data entry charges for digitization of data, hiring hand held devices,
B2C services, and provision of internet and IT based services.
nue inspector at field, Caseworkers at
Source: M. Das Aundhe & R. Narasimhan. ‘Project Nemmadi: the bytes and bites of ICT adoption and
implementation in India’. Web.6 October 2012. <http://nmims.edu/wpcontent/uploads/2012/08/Dr.-Ramesh-
providing infrastructure support and 200 sq ft
ka, data entry charges for digitization of data, hiring hand held devices,
Government of India
Hassle free access to services
The Nemmadi telecentre system helps the citizen to access the services in a us
manner and saves their time and money. The B2C services offered help citizen to get access to
computer education, information about various schemes and also provide training for English
speaking course. Through the establishment of these telece
services can be accessed by citizens anywhere and anytime, which prevents unnecessary delays
and long queues outside the government departments. This has helped government to
strengthen their delivery of e-
Employment generation
Nemmadi telecentres project has benefited people from all sections of the society in gaining
knowledge about their rights and other information. It has generated employment in many
rural areas which has helped
increase in government revenues. This initiative has been successful in providing services to
the people and is empowering their lives by transforming them into empowered citizens.
Improvement in delivery of services
The standard of delivery of the e
improved and the number of services available to citizens has also increased. It is serving to a
large number of populations in th
telecentres in every village. Due to the improvement in the delivery of the services, the time
and cost savings of the citizens have increased. Citizens have benefited through these
telecentres be it in terms of availing information or getting some certificate in limited period of
time.
Transparency and accountability due to monitoring mechanism
This system is supported by service delivery mechanism which keeps a check on corruption
and issuing of erroneous certificates which makes the entire transaction very strict with robust
application process and monitoring cell unit. The
an easy and user friendly process thereby preventing the need to stand in l
the government departments or depending on village accountant who acts as a middleman.
This has facilitated greater transparency between the government and the citizens.
Hassle free access to services
The Nemmadi telecentre system helps the citizen to access the services in a us
Through the establishment of these telecentres in each village essential
- governance services to citizens.
rural areas which has helped citizens to secure sustainable basis of livelihood and has led to the
ovement in delivery of services
The standard of delivery of the e- governance services under Nemmadi telecentre project has
large number of populations in the entire state of Karnataka through the establishment of 800
e it in terms of availing information or getting some certificate in limited period of
cy and accountability due to monitoring mechanism
of erroneous certificates which makes the entire transaction very strict with robust
application process and monitoring cell unit. The citizens can directly access services through
an easy and user friendly process thereby preventing the need to stand in l
12
The Nemmadi telecentre system helps the citizen to access the services in a user friendly
ntres in each village essential
citizens to secure sustainable basis of livelihood and has led to the
governance services under Nemmadi telecentre project has
e entire state of Karnataka through the establishment of 800
e it in terms of availing information or getting some certificate in limited period of
of erroneous certificates which makes the entire transaction very strict with robust
citizens can directly access services through
an easy and user friendly process thereby preventing the need to stand in long queues outside
Government of India
Nemmadi project has empowered the lives of rural citizens
kinds of e- governance services. Within one year after it was launched the project received three
awards during 2007-2008
• Microsoft award for e-
• Government technology award for e
This project offer some benefits to the citizens as they are the major stakeholders of this project
such as establishment of 800 telecentres which deliver services to the citizens at their doorstep,
it also generated awareness, literacy among and empowered people. Karnataka is first state to
create state data centres and maintaining it and many researches have shown that there has
been increase in the number of transactions at Nemmadi telecentres which
are using this initiative and are getting benefits from it. Apart from providing only government
services this project is also offering many B2C services to the citizens such as computer
education, insurance related facility etc.
Challenges in Implementation Motivating Government Functionaries
Nemmadi telecentre service is premised on the need to empower rural citizens by providing
them all e- governance services thereby reducing the human intervention and
citizen centric design. Among the wide range of services that telecentres offer there is need to
strengthen existing levels of service delivery. This requires greater responsiveness and
transparency on the part of the government officials i
citizens which can be challenging. The attitude of village functionaries was a challenge to the
implementation of this project as they were not much cooperative.
However, this initiative has managed to get immense s
short period of time and has strong connections with the IT department which represents the
state government of and private technological partners.
Adequate technological connectivity
A major challenge that Nemmadi proje
technological connectivity. During the time of rollout of the project issues related to
Nemmadi project has empowered the lives of rural citizens by providing them with different
governance services. Within one year after it was launched the project received three
National Silver award for e- governance (2007-2008)
- governance (2007)
Government technology award for e- governance (2007)
lso generated awareness, literacy among and empowered people. Karnataka is first state to
been increase in the number of transactions at Nemmadi telecentres which
education, insurance related facility etc.
Challenges in Implementation Motivating Government Functionaries
governance services thereby reducing the human intervention and
transparency on the part of the government officials in fulfilling their functions towards the
implementation of this project as they were not much cooperative.
However, this initiative has managed to get immense support from the government within a
state government of and private technological partners.
Adequate technological connectivity
A major challenge that Nemmadi project has overcome to a large extent is lack of adequate
by providing them with different
governance services. Within one year after it was launched the project received three
lso generated awareness, literacy among and empowered people. Karnataka is first state to
been increase in the number of transactions at Nemmadi telecentres which shows that citizen
governance services thereby reducing the human intervention and is based on the
n fulfilling their functions towards the
upport from the government within a
ct has overcome to a large extent is lack of adequate
Government of India
connectivity and power which was then solved by there partner organisation Comat
technologies by developing the gl
of operation.
Another challenge faced was break in the connectivity between the telecentre and state data
centre which affected the print out of the certificate. As the project aims at strength
reach of services in rural areas to citizens it s important to have strong connectivity system.
Improving inefficiencies in process
The inefficiencies in process of issuing a certificates were faced because earlier all the process
was handled by middlemen and he to submit the application on behalf of the citizen which
resulted in a lot of discrepancies in terms of data base of citizen and many erroneous certificates
were created and services were delayed.
To overcome this challenge and to increa
services, the Nemmadi telecentre system employed there own telecentre operators to prevent
the inefficiencies in the process of issuing and in providing
required information is generated at the counter. There is a need to make the system more
transparent and accountable.
Maintenance of telecentres
Nemmadi telecentres are an important part of this initiative but setting up of these centres was
another challenge. The setting up of telecentres required various task such as identification of
facility, leasing a facility and identifying telecentre operator. Training the telecentre operator
for the Nemmadi application was again a big hurdle and it delayed the activities of the
telecentres.
In addition to identification of telecentre premises, there was also another concern of meeting
the telecentre facility specifications. Some of these specifications were arranging for internet
connectivity, providing earthling in hoblis areas,
identifying the location of telecentre operation. All these specifications were met with time and
up gradation of technology was done by various private partners.
Potential for Replication By empowering the lives o
telecentres, Nemmadi project has proved to be a successful PPP project as compare to many
other initiatives that have not been as successful in reaching out to people as Nemmadi project
technologies by developing the global services infrastructure which provided the offline modes
centre which affected the print out of the certificate. As the project aims at strength
Improving inefficiencies in process
y middlemen and he to submit the application on behalf of the citizen which
were created and services were delayed.
To overcome this challenge and to increase the faith of citizen in delivery of e
the inefficiencies in the process of issuing and in providing assistance to citizens so all the
ion is generated at the counter. There is a need to make the system more
g up of telecentres required various task such as identification of
connectivity, providing earthling in hoblis areas, lack of skilled people, and difficulty in
up gradation of technology was done by various private partners.
Potential for Replication By empowering the lives of the rural citizens and providing them with services from
14
obal services infrastructure which provided the offline modes
centre which affected the print out of the certificate. As the project aims at strengthening the
y middlemen and he to submit the application on behalf of the citizen which
se the faith of citizen in delivery of e-governance
assistance to citizens so all the
ion is generated at the counter. There is a need to make the system more
g up of telecentres required various task such as identification of
lack of skilled people, and difficulty in
f the rural citizens and providing them with services from
Government of India
has progressed. The state government started with the pilot project in one taluka in Maddur a
town in Mandya district of Madhya Pradesh for one year but later it was replicated in eleven
talukas and was later introduced in the entire state in a sustainable manner.
The strength of Nemmadi telecentre project lies in its ability to deliver all the e
services through the database by reducing human intervention to better the lives of the rural
citizens and providing them with all necessary information through
technology. This provides Nemmadi project with the potential for replication not just in
Karnataka but in other states of India too. Nemmadi project in Karnataka has proved that with
appropriate support of government and support from priv
technological and other challenges. Other states could also adopt this approach of providing a
single window for delivery of all government services at the village level thereby putting an
end to laborious and time consumi
The uniqueness of this project lies in its ability to sustain itself as one of its kind which deliver
services online from 769 telecentres and upgrading all database of citizens at the state data
centre.
Sustainability of the Project As mentioned Nemmadi telecentre project is a very good system of delivering services to the
people and making their lives easier. This project has been successful and has bagged three
awards within a short period of time only because of
decision making level and the entire team of project who worked in making this project reach
out to rural areas. This project clearly shows that to make e
citizen in a transparent and account
will. The implementation of Nemmadi project has also reduced human interference and
increased its efficiency in terms of providing services. Though the state government has made
efforts to include many e- governance services but telecentre project cannot only rely on
government services thus this project has employed telecentre operators to provide B2C
services such as computer education, English speaking course with the aim to empower the
lives of the citizens. As all the e
doorstep they don’t have to travel long distance and spend their money which makes this
initiative economically viable and sustainable. Furthermore, the initiative is also pr
social relevance by providing rural citizen with all the information and services and reducing
human interference. The state level up scaling of the initiative was done after its pilot project
validated its usefulness in the efficient delivery of
state.
sed. The state government started with the pilot project in one taluka in Maddur a
he strength of Nemmadi telecentre project lies in its ability to deliver all the e
citizens and providing them with all necessary information through
appropriate support of government and support from private partners it can withstand all
end to laborious and time consuming manual method.
the Project As mentioned Nemmadi telecentre project is a very good system of delivering services to the
awards within a short period of time only because of sustained government support at the
out to rural areas. This project clearly shows that to make e- governance services available to
citizen in a transparent and accountable manner it requires a lot of government support and
governance services but telecentre project cannot only rely on
citizens. As all the e- governance services are provided to the citizen at their
initiative economically viable and sustainable. Furthermore, the initiative is also pr
validated its usefulness in the efficient delivery of e – governance services across the entire
15
sed. The state government started with the pilot project in one taluka in Maddur a
he strength of Nemmadi telecentre project lies in its ability to deliver all the e- governance
citizens and providing them with all necessary information through the use of better
ate partners it can withstand all
As mentioned Nemmadi telecentre project is a very good system of delivering services to the
ined government support at the
governance services available to
able manner it requires a lot of government support and
governance services but telecentre project cannot only rely on
governance services are provided to the citizen at their
initiative economically viable and sustainable. Furthermore, the initiative is also proving its
governance services across the entire
Government of India
Conclusion Nemmadi Telecentre is a successful public
the remarkable achievements of Karnataka government in the domain of public service
delivery. The partnerships with various private orgnaisations have contributed in promoting
and enhancing the citizen centric model of governance. Nemmadi telecentre has facilitated
accountable and effective public service delivery through the innovative use of information a
technology. Its backend process is monitored by robust application process and monitoring cell
so that citizen can get access to various services efficiently. The importance to delivery of e
governance services through a single window at citizen doorst
strengthen the case of Nemmadi telecentre project as a best practice. One of the important
achievements of this project has been increase in government revenue and employment
generation in rural areas along with raising stand
Research was carried out by the OneWorld Foundation India (OWFI), Governance Knowledge Centre (GKC) team.
Documentation was created by Communication Associate,
For further information, please contact
References Government of Karnataka.Nemmadi
V.Singh. & J.Gururaj: ‘Nemmadi Telecenter Project’.Web.6 October 2012.
<http://egovreach.in/uploads/demo/casestudy/Nemmadi.pdf
implementation in India’.Web.6 October 2012. <
content/uploads/2012/08/Dr.
Nemmadi Telecentre is a successful public – private partnership which is regarded as one of
the remarkable achievements of Karnataka government in the domain of public service
erships with various private orgnaisations have contributed in promoting
and enhancing the citizen centric model of governance. Nemmadi telecentre has facilitated
accountable and effective public service delivery through the innovative use of information a
technology. Its backend process is monitored by robust application process and monitoring cell
so that citizen can get access to various services efficiently. The importance to delivery of e
governance services through a single window at citizen doorsteps and empowering their lives
strengthen the case of Nemmadi telecentre project as a best practice. One of the important
achievements of this project has been increase in government revenue and employment
generation in rural areas along with raising standard of service delivery.
Research was carried out by the OneWorld Foundation India (OWFI), Governance Knowledge Centre (GKC) team.
Documentation was created by Communication Associate, Bhavya Goswami
For further information, please contact Rajiv Tikoo, Director, OWFI, at [email protected]
Government of Karnataka.Nemmadi –Delivering Government Services at Citizen’s Doorstep.
www.nemmadi.karnataka.gov.in/>
http://egovreach.in/uploads/demo/casestudy/Nemmadi

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