INSTITUTE OF MANAGEMENT RESEARCH & TECHNOLOGY

PROJECT SAMPARK IN CHANDIGARH

SUBMITTED TO:PROF.BRIJ
MISHRA

SUBMITTED BY:ABHISHEK
TRIVEDI

PGDM-1

29.03.11

ACKNOWLEDGEMENT

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Any attempt at any level can't be satisfactorily completed without the
support and guidance of learned people. I would like to express my
immense gratitude to Prof. Brij Mishra for his constant support and
motivation that has encouraged me to come up with this project.

(Abhishek Trivedi)

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 INTRODUCTION

Chandigarh Administration is committed to bridge the digital divide by extending the

application of IT for the benefit of the common man. After the successful launch of
the Sampark Centres and in the second phase of the e-Governance initiative, the
Administration has identified to provide the information about services of various
departments and also to provide information and facilitation to residents regarding
private services and other Government of India services from the 70 e-Jan Sampark
kiosks which are to be set up in each sector and each village of Chandigarh. The e-Jan
Sampark project will enable residents to access information and avail of services from
the kiosks with ease, and without any harassment. These Centres will also enable the
citizen to submit their grievances at a common centre and their quick redressal
thereafter.

Jan Sampark project targets that the benefits of ICT should reach the masses,
especially those who are without IT connectivity by providing easy dissemination of
Information Services to a citizen and to deliver useful non transactional services e.g
registration of grievances and applications seeking information under RTI for all
departments at a easily accessible common place.

As per the IT policy, all departments of public administration are to be computerised,

with the departments dealing directly with the public to be taken up first. Accordingly,
significant work has been done in the Licensing and Registering Authority, Transport,
Registration of Births and Deaths, and the Police Department. Other departments like
Excise and Taxation, Estate Office, Health and Education and Food and Supplies are
also currently being taken up for computerisation. Relevant applications in all these
departments are being identified and prioritised. The budget for all these projects is to
be drawn from the funds available with the departments themselves.

As per the Government of India guidelines, 1 to 3% of each department’s budget is to

be allocated for e-governance. Under the National e-Governance Plan (NeGP), a
detailed proposal for further augmenting the e-governance plan with respect to
capacity building has been prepared and sent to the Government of India for funds.
Work on its implementation will be started immediately after approval of this proposal
and final allocation.

The application of IT for providing information and facilitation to the residents of

Chandigarh is through:

• e-Sampark

• e-Jan Sampark

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• m-Sampark

• e-Gram Sampark.

The Chandigarh administration is committed to bridge the digital divide by extending

the application of IT for the benefit of the common man. After the successful launch
of the Sampark centres and in the second phase of the e-governance initiative, the
administration has identified its aim as: to provide the information about services of
various departments and also to provide information and facilitation to residents
regarding private services and other Government of India services from the 70 e-Jan
Sampark kiosks, which are set up in each sector and each village of Chandigarh. The
e-Jan Sampark project enables residents to access information and avail of services
from the kiosks with ease, and without any harassment. These centres also enable
citizens to submit their grievances at a common centre and avail their quick redressal
thereafter.

The Jan Sampark project’s objective is that the benefits of ICT reach the masses,
especially those who are without IT connectivity, by providing easy dissemination of
information services to a citizen and to deliver useful non-transactional services, e.g.,
registration of grievances and applications seeking information under RTI for all
departments at an easily accessible common place.

 Chandigarh Administration has set up 11 Sampark centres. The list of existing

and new/planned Sampark and Jan Sampark centres is given in Annexure I.
 Transactional services such as payment of bill, issue of certificates and
collection of taxes are provided
 Presently 23 G2C and 5 B2C Services are being provided at these centres
 Select private services have also been launched. Phone bills of BSNL,
Connect, Airtel and Spice are being collected.
 No charges are levied upon the citizen for any transaction. This will continue
for the new SI
 SI charges a fixed rate for each of the transactions from Chandigarh
Administration for Government services (G2C)
 In case of B2C services, the SI shares the revenue with the Administration.
Annexure II shows the existing share of revenue.

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 REQUIREMENT

Project SAMPARK is intended to become the main gateway to the Chandigarh e-

Government architecture providing online government services. As the main entry
point, SP will deliver the following functionalities:

Functional Requirement Description

1. Informational Services : Provide general information to portal visitors about

Government Departments, services, the requirements for requesting the service,
and the Chandigarh Administration in general.The portal would have news section
where news feeds can be published from leading newspapers and Public Relations
Department’s website.

2. Transactional Services : Provide online government services to portal visitors

through linkage to other backend business applications. Allow visitors access to the
e-Forms service of the portal .

3. Single Window Interface : The main objective of SP .solution is to provide a single

window interface to citizens who are accessing services from many departments

4. Accessibility : Authenticate users through single-sign-on for accessing the portal

and applications existing within the e Governance system Should support
integration with Digital certificates Log in registered users to their own personalized
pages and allowing registered users the ability to personalize their home pages

5. Service Integration: SP is a service delivery channel and the services provided in

the portal shall be integrated with the respective backend department information
systems using Service Oriented Approach.

6. e-Forms: Being the first point of contact between the Government and any service
requester (citizens and businesses), Sampark will host an e-Forms section for Draft
RFP. For SI SELECTION OF SYSTEM INTEGRATOR FOR SAMPARK PROJECT,
CHANDIGARH.Chandigarh Administration – Sampark Project 35use by citizens in
requesting services. Government services are normally requested via filling an
application form. This section of the portal site will allow citizens to fill in the service
form online and submit the form to the concerned department for processing. It
should also include:

 back end integration with databases

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  uploading of photographs
 attachment of supporting documents in PDF format
 provision of scanned signatures
 generating receipt by citizen for future references

7. Transaction Accounting: It should have comprehensive accounting and financial

management functionality to produce transaction and financial reports for Sampark
centres, departments and other stakeholders. It should produce financial statements
required by the departments in respect of all amounts received by Sampark on their
behalf. It should be able to produce statements of accounts as per the requirements
of the Finance Department, UT for those between Sampark and the participating
departments and also between Sampark and the Bank along with Aggregator for
periodic reconciliation of the amounts received and accounted.

8. Online Payment Services: In SP, to perform the G2C/G2B transactions online,

would have to be provided with online payment facility, which enables the users to
pay using a credit card/debit card facility. SP shall provide the onlinepayment
mechanism which shall support all the industry standard and secured online
payment methods.

9. Service DeliveryChannels: The information and transaction services to the users

shall be provided using following service channels:

(i) provide online services through the internet using the SP

(ii) provide the services through Samparkcentres

(iii) Call Centre for information and status updates . The portal shall provide multi-
channel access including mobile/wireless support besides internet.

10. Reporting The portal shall provide analysis facility to record usage patterns
providing forward looking pre dictions of user/service interests in SP. It shall
provide standard transaction reports. The portal shall provide activity reporting
facility for logging the user behaviour and profile information.

Physical Infrastructure requirements: The physical space or environment for setting

up the Data Centre & Sampark Centers are to be provided by CA/NIC. This includes
provisioning of the building, air conditioning and power supply connection. This
physical infrastructure would be handed over to the SI and the SI would be
responsible for its proper upkeep and maintenance during the course of the
Agreement. At the time of handing over of the said physical infrastructure back to

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the Administration, at the time of the expiry, termination of the Agreement or
otherwise, the SI would be responsible to hand over the said infrastructure in the
same condition as it was handed over to him. However, the hardware and the
network equipment for setting up of the Data Centre as well as the ICT Infrastructure
at the Sampark Center is to be provided by the SI. It includesrouters, switches,
server and other hardware. Apart from this, the SI will also be responsible for
payment of recurring cost pertaining to Sampark centers i.e. energy charges, facility
management charges, security charges, water supply charges, connectivity charges,
etc.

Network requirements :

 Data Centre- The Data Centre will have all critical applications and servers
deployed at NIC Data centre. Chandigarh Administration HQ will have about
300-400 users, so applications will give better performance for LAN users and
save lot of corporate bandwidth. All services shall be web based so that
departmental users and citizens are able to access it through internet.
Redundancy at equipment level to be installed by SI will be considered at each
layer for maximum availability of network and services.Draft RFP For SI
SELECTION OF SYSTEM INTEGRATOR FOR SAMPARK PROJECT,
CHANDIGARH.Chandigarh Administration – Sampark Project 62
 Wide Area Network (CWAN)-All Chandigarh Administration offices will be
connected to the centralized data centre through CWAN. All departments will
have redundant WAN links for application access in case of failure of the
primary link. WAN connection at each location would terminate at router or
firewall with serial port for WAN termination. The WAN connectivity will be
provided by Administration.

Infrastructure requirements at Sampark Centres:

It is the responsibility of the SI to ensure that quality management services are

provided by the centres. Sampark Centres form the predominant front-end for the
citizens accessing G2C and B2C services. Hence, the Sampark centres should be
designed in the most citizen-centric manner, with all the facilities that the citizens
would like to have to transact with the Government. All the service centres should
have identical look and feel as it reduces the learning curve for the citizens and
thereby results in a very rapid growth of the number of transactions. The SI will
upgrade the sites including adding new furniture to set up the computer
workstations, seating arrangements, and the other interiors including all kinds of
signages both internal as well as external, as approved by CA. Subject to the above

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understanding, the requirements of the Sampark centres are described at Annexure
– IX.

Manpower Requirements :The manpower requirements at Data Centre and each

Sampark Centre are attached at Annexure-VI

Training requirement: The operators at the Sampark centres need to be given formal
and structured training for providing services to the citizen and addressing their
queries. The training can be through e-learning (online and/or through demos) or
classrooms. The SI has to conduct refresher courses for operators biannually. The
infrastructure (space, IT & Non-IT) is to be provided by SI.

Consumables: SI should also make available all the consumables and any other goods
or articles required from time to time for continued functional operations of Sampark
Centres and Data Centre.

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 CURRENT SCENARIO

 2C and 3 B2C services are being provided at 8 centres spread across the city.
 Construction of ninth centre is under progress.
 Since launch in September 2004, Rs 408 crores of government revenue has
been collected in 19.26 lakh transactions.
 Number of transactions have touched 1.25 lakhs per month.
 Rs. 126 crore of revenue has been collected in the first 4 months of 2006–2007
compared to Rs 36 crore for the same period in 2005–2006.
 Select private services are also being launched to make the project self
sustainable. Phone bills of Connect and Spice are being collected and more
similar services are under process of initiation.
 e-Sampark services are also being extended to the Gram Sampark Programme
where 17 Gram Sampark Centres are being constructed covering all the UT
villages.
 Jan Sampark Services from these centres are also being provided for
information and facilitation services to citizens including registration of
grievances and applications under the Right to Information Act. Seventy such
centres are being planned apart from extension of these services to 17 Gram
Sampark centres

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 CHALLENGES

The governments both –the Union and the states must make earnest efforts to
complete the daunting, but formidable task of quicker and effective E-government
programs by:

 Making a policy choice in favour of computerization to overcome radically the

even if it requires huge investments for the purchase of hardware and software;

 Serious efforts would be required to mobilize resources for this arduous job. One
way to deal with the situation could be that governments enter into arrangements
for leasing of computers. This would reduce initial heavy capital investments.
There are a large number of agencies which would like to fund the leasing to the
departments. Ministry of Finance can be asked to provide concessions to these
agencies;

 Establishing complete connectivity between various ministries and departments so

that transfer of files and papers could be done through .Internet thereby choosing
efficacious speed as an alternative to manual labour. To make this really effective,
there is a need to make databases of various departments compatible with one
another. Thus, interoperability of e- governance projects is of vital importance if
the citizens are to feel the benefit of IT in day to day life;

 Supplying information to the public in a language that they understand and are
comfortable with, and generally, it is the local language. As, technology is
available by which transliteration from English into other languages can be made.
Therefore, the problem is manageable provided there is enough motivation to do
this onerous task;

 Changing the mindset of the government employees who are use working only in
the manual mode. This is a big task and needs patience and careful planning.
Workshops, seminars, and training programmes are required to be organized to
spread awareness among the employees at all levels;

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 making cyber laws available to the public as early as possible so that the IT
systems and information documents stored in the systems has the same legal
validity as the documents stored today on paper; and

 Build supporting infrastructures of power and all weather surface transport system
to bridge the digital divide between the rural and urban India.

Last of all the Government must address on urgent basis: the two major
concerns in the IT implementation- the security and privacy. Steps must be initiated to
generate confidence among the individuals and organizations to conduct on-line
transactions and communications.

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 MEASURES TO CONTROL FOR PROJECT IN CHANDIGARH

The Chandigarh administration is working to fulfill its vision of a knowledge-based

society. It envisages a society where every citizen would be able

to access the benefits of IT. The result is a speedy and high-quality interaction
between the administration and the public. Speedy and high-quality

exchange of information and ready access to government departments is a

reality. The basic strategy of the Chandigarh administration is to ‘transform

governance: e-governance for e-society’. The UT administration is setting

out a change agenda for the governance by transforming Chandigarh into

an e-society – though guaranteeing quality services for all, and improving

access to those services.

As a part of its e-governance plan, the administration is also coming up

with fresh initiatives in the field of health care, power supply, transport,

infrastructure, etc., to make Chandigarh a ‘World City’.

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 FUTURE PLANS OF GOVERNMENT

 Total e-Governance: All departments of the administration would be

automated, and information relating to each of the services provided by these
departments would be available online and also through the e-governance
centre two-way payment transactions and information transactions would be
possible and government-to-citizen (G2C) an citizen-to-government (C2G)
services would be totally e-governed.

 Multi-Service Smart Cards: Each resident of Chandigarh would possess a

multi-service smart card that would enable him to carry out transactions with
any department of the administration and of the Government of India: The card
would also be a driving license, a registration certificate, a birth certificate, a
voter ID card, a PAN card and an identity card

 Broadband On Demand: Each commercial and residential facility in

Chandigarh would be connected, including the last mile, by optic fibre, and
residents would be able to access the internet, intranet, etc., from anywhere in
the city.

 Wi-Fi zones: All prominent locations in the city would be Wi-Fi zones,
where wireless technology would be used to provide high-speed broadband
connectivity

 Network society: All commercial, residential and government building will be

interconnected and networked, so that the flow of data and information would
be unhindered and without barriers.

 EduSat: The Edusat project will comprise two-way audio–video

communication network, primarily for enhancing science communications.
Under this project, the Society for Promotion of IT in Chandigarh (SPIC) has
been selected by the Department of Science and Technology, Government
India, as a field centre for the installation of the Satellite Interactive Terminals
(SIT). SPIC will provide a talkback terminal, which will be responsible for
providing space for equipment.

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 CRITICAL FACTOR

a. Any work product, whether acceptable or unacceptable, developed under a

contract awarded as a result of this RFP shall be the sole property of CA unless
stated otherwise in the definitive service agreement.
b. Timing and sequence of events resulting from this RFP shall ultimately be
determined by CA.
c. No oral conversations or agreements with any official, agent, or employee of
CA shall affect or modify any terms of this RFP, and any alleged oral
agreement or arrangement made by a bidder with any department, agency,
official or employee of CA shall be superseded by the definitive service
agreement that results from this RFP process. Oral communications by CAto
bidders shall not be considered binding on CA, nor shall any written materials
provided by any person other than CA.
d. Bids are subject to rejection if they limit or modify any of the terms and
conditions or specifications of this RFP.
e. By responding, the bidder shall be deemed to have represented and warranted:
that its bidis not made in connection with any competing bidder submitting a
separate response to this RFP, and is in all respects fair and without collusion
or fraud; that the bidder did not participate in the RFP development process and
had no knowledge of the specific contents of the RFP prior to its issuance; and
that no employee or official of CA participated directly or indirectly in the
bidder’s bid preparation.
f. Neither the bidder nor any of bidder’s representatives shall have any claims
whatsoever against CA or any of its respective officials, agents, or employees
arising out of or relating to this RFP or these procedures (other than those
arising under a definitive service agreement with the bidder in accordance with
the terms thereof).
g. . Until the contract is awarded, bidders shall not, directly or indirectly, solicit
any employee of CA to leave CA or any other officials involved in this RFP
process in order to accept employment with the bidder, its affiliates, actual or
prospective consortium members, or any person acting in concert with the
bidder, without prior written approval of CA.

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 CONCLUSION

The Chandigarh administration is working to fulfill its vision of a knowledge-based

society. It envisages a society where every citizen would be able to access the benefits
of IT. The result is a speedy and high-quality interaction between the administration
and the public. Speedy and high-quality exchange of information and ready access to
government departments is a reality.

The basic strategy of the Chandigarh administration is to ‘transform governance: e-

governance for e-society’. The UT administration is setting out a change agenda for
the governance by transforming Chandigarh into an e-society though guaranteeing
quality services for all, and improving access to those services.

As a part of its e-governance plan, the administration is also coming up with fresh
initiatives in the field of health care, power supply,transport,infrastructure, etc., to
make Chandigarh a ‘World City’.

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 REFERENCE

1. ^ http://www.indianexpress.com/news/mayor-suggests-steps-to-make-
chandigarh-wome/643661/
2. ^ Indian Census
3. ^ The Official Government Website
4. ^ Business Portal of India
5. ^ "Front Page News : Monday, July 26, 2010". Chennai, India: The
Hindu. 2008-09-17. Retrieved 2010-07-26.
6. ^ "India's cleanest: Where does your city stand?: Rediff.com News".
News.rediff.com. 2010-05-13. Retrieved 2010-07-26.
7. ^ http://en.wikipedia.org/wiki/List_of_Indian_states_by_Human_Develo
pment_Index
8. ^ http://www.chandigarh.co.uk/history.html
9. ^ "Official Website of Chandigarh Administration". Chandigarh.gov.in.
Retrieved 2010-07-26.
10.  http://sampark.chd.nic.in

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