E-Governance An Andhra Pradesh Experience

What is e-Government ?

e-Government is the use of IT, in particular Internet, to deliver public services in a much more convenient, customer-oriented, cost-effective and altogether different and better way.

Douglas Holmes
(e.gov)

Role of ICT the UNDP view

Information and Communication Technology (ICT) has

become an indispensable tool in the fight against world poverty.

ICT Provides developing nations with an unprecedented

opportunity to meet vital development goals such as poverty reduction, basic health care, and education far more effectively than before.
Those nations that succeed in harnessing the potential

of ICT can look forward to greatly expanded economic growth, dramatically improved human welfare, and stronger forms of democratic government

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Use of outdated and age old procedures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

Advantages
Greater transparency in government operations

Eliminates corruption
Greater participation of people in the governance

The Challenges
Large population Low PC penetration Low Internet Penetration Shortage of resources

Resistance to Change

The Opportunities
Possibility of large volume of electronic services Large pool of IT manpower with software skills Scope for Public Private Partnership

Problems
Lack of coordination

Lack of infrastructure
Lack of comprehensive vision and plan Lack of political & bureaucratic will Absence of public awareness and response Unreasonable secrecy in administration Lack of transparency

Solutions
Create adequate infrastructure facilities Making IT education compulsory in all educational

institutions Imparting training in IT to all officials/staff Initiating administrative reforms in relevant areas like office procedures,filingsystems, budgeting, accounting, procurement,inventory etc.

What Citizens Want ?

All Govt. Services under single roof just like

shopping in a Mall To see single face of Govt. To get timely services and response

How Citizens need can be met ?

Impossible by manual method even if

possible, expensive & time consuming eGov with multiple delivery channels can render services at a single point / door step
eSeva ATM, Bank, Website, Kiosks, Door

Service (APOnline)

Single face of Government can only be achieved through collaboration, co-operation and integration among Govt. Departments / Private agencies

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.

The scope of e-Governance

Electronic Service Delivery (G2C)
Delivering information and services electronically to citizens.

Government to Business Transactions(G2B)

Delivering information and transacting electronically with businesses. Government procurement and infrastructure projects.

Internal Government Administration (G2G,G2E)

Improving efficiency, effectiveness, and transparency of intradepartment and inter-department interactions within government, and with government employees.

Foreign Trade (G2X)

Increasing exports and tourism

APs Approach to eGovernance

Services designed from the point of view of the

users citizens and businesses Convenient single window services Choice of multiple delivery channels Integrated help desk and call centre for all government services Shift from a novelty to an expectation and from an expectation to a matter of right

A citizens right to convenience and comfort

The Mission
To create an integrated information network spanning the whole state which is

Voice, Data & Video capable Scalable Built on Open Standards

Cost-effective
Reliable Supportive of our e-Governance vision

Leading to single point of access to the citizen

And is, above-all The best in the world

IT Policy 2000
Growth of IT industry in the State

Growth of software exports

Creation of more employment avenues and

potential Attracting investments from out side the state Providing high quality services in all spheres Promoting knowledge as a key resource for economic progress of individual and institutions.

IT Policy 2000
Economic Development
Investments in IT Exports Employment

Quality of Life

IT for Education IT for Healthcare IT for Rural Developmen

Good Governance

High Internal Efficiencies Anytime, anywhere Citizen Services

IT Employment in Andhra Pradesh An Unprecedented Growth

300000

250000

239000 187450 151789 126920 85945

employment

Employment

200000

150000

100000

50000

1997-2004

2004-2005

2005-2006

2006-2007

2007-2008

Year Wise

Rapid growth of IT Export in the state

30000

26122
25000

Expots(Rs in Crores)

20000

18582 12521 8270 5025

Export

15000

10000

5000

0 1997-2004 2004-2005 2005-2006 2006-2007 2007-2008

Year Wise

IT Investments in the state

12000

10101
10000

Investments(Rs in Crores)

8001
8000

6101
6000
employment

4341
4000

3533

2000

0 1997-2004 2004-2005 2005-2006 2006-2007 2007-2008

Year Wise

Citizen Centric Governance

AP had extensively used technology for improving

service Delivery
Many e governance initiatives have been

implemented across the state

Today about 10 million transactions take place every

month electronically

Key Enablers for egov in AP

Well Defined Policies
ICT, Architecture, Standards , Security, Website, Policies revisited Inputs from Think tanks Core Infrastructure in place APSWAN, Multiple Delivery Channels*, APNET-KU

Band, APSCAN
Well laid out e-governance Blue Print Roadmap for 50 departments by PWC Being revised

under NeGP now Focus on PPP models

Key enablers for egov in AP

Centralized Databases
Citizens (MPHS); Land Records; Vehicles & Licenses ;

State wide roll out

Registration, Revenue, Treasuries, Transport, Commercial

Taxes, Municipal Administration, PHCs, Rural Water Supply

Strong Political Commitment

e-Readiness Index Indian States

The approach
Creation of IT infrastructure Initiating e-governance projects

Development of Human Resources

Creation of Infrastructure
High Tech city

Fiber Optic connectivity

Policy on Right of Way Satellite Communications A modern International Airport International Convention Center

 HiTECH City
World Class Work Space Phase I 5.5 Lakhs sft Phase-II 8.7 Lakhs sft

Allotment of land to IT companies for setting up development centers

Backbone
AP

State Wide Area Network

backbone for Data, Voice and Video

2Mbps

AP

State Wide Video Network

(25)Video Conference Facility

Multipoint

AP

Campus Area Network

every work place at Secretariat
nodes on ATM Network
2000

Links

Terrestrial Communications
BSNL 25,000 Kms of

OFC Reliance 2500 Kms OFC Others 1000 Kms High speed

backbone
High-Speed digital backbone

Satellite Communications
INSAT 3B Ku Band Distance learning,

telemedicine, agricultural extension, HRD

AP State Wide Area Network

APSWAN Project Features Connecting Hyderabad with 2Mbps OFC 23 Distt HQ Vijayawada Tirupathi
A truly Networked Administration

Linking existing LANs

Human Resource Development

Major Institutions
IIIT for IT Education ISB for Management Techniques Engineering & MCA Colleges MSIT through Distance Education Dr MCR HRD Institute Center for Good Governance

Institute for Electronic

IT Talent Pool

Silicon Valley Hyderabad

Every 4th IT professional in the Silicon Valley is an

Indian

Every 4th Indian IT professional in Silicon Valley is from AP

An overview of few e-governance projects

Departments going on-line

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

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

A Citizens Right to Convenience and Comfort

You R in Q Please Wait !!

Traditional Vs e-Seva

Location : Vanasthalipuram, Hyderabad

3.5 Million satisfied citizens every month !!

Citizen Convenience First

Birth of TWINS
TWINS (Twin Cities Integrated Network Services)

Started as a Pilot in Banjara Hills in December

1999
Eight services - electricity, water, property tax,

registration of birth, registration of death, issue of birth certificates, issue of death certificates & reservation of

APSRTC tickets offered.

Services were provided by connecting to the

databases of respective departments using ISDN lines

TWINS RECHRISTENED E-SEVA

Roll Out Of eSeva

eSeva launched on Public Private Partnership (PPP) model in August 2001 Centers established on Build Own Operate and Transfer (BOOT) model for a period of 5 years. According to this,
Government - building with required electricity supply, furniture, operators, Managers and Accountants. M/s. CMS Computers Ltd - hardware, Air-Conditioning, Queue Management System etc. M/S. RAM Informatics - develop software for all G2C services and maintain it.

E-Seva A Govt. Mall

Many Services offered at single window

Convenient timings 8 am to 8pm

Works even on holidays Easily accessible within 2 km radius

Designed for citizens convenience

249 centres across state recording 3.5 million

transactions every month

Customer goes to different departments for different services..

Department 1 Department 2 Department 3 Department n

Process 1

Service 1 Service 1

Process 2

Service 2

Process 3

Service 3

Process n

Service n

eSeva System

Centre of eSeva

eSeva Network

Department X

Process X

Customer goes to any counter in any center for any service.

Dial 1100 Toll Free 24 x 7 : 365

Government A Call Away !

PARISHKARAM

Call Centres / Help Desks In Govt. Sector

100 Police
101 Fire 102 Ambulance 131 Railway Enquiry 140 Airport Enquiry 1097 APSACS 1074 RTA

1073 Traffic Police

1551 - Kisan (GOI)

1912 Power 1913 MCH 1916 Water Works 1098 Child Labour 108 Emergency* 1100 - Parishkaram

* 911 in USA; 112 in Europe and 108 in Andhra Pradesh

PARISHKARAM Ag. Scientist taking a call

OVERVIEW
Launched as Agriculture Call Centre in July 2003 Extended to all Govt. Departments in Feb. 2004 Toll-free number 1100 within AP - Landline 24 hours 365 days a year 30 seater call centre working in 3 shifts Capacity to take 10,000 calls a day

Services Provided
AGRICULTURE: Queries on
Crop Production - Soil Science, Agricultural Chemistry and

Genetics & Plant Breeding

Crop Protection Entomology and Plant Pathology Horticulture Information on Marketing prices location wise Information on Seeds, Pesticides, Fertilizers - availability

Answered by Professors from Agricultural University

SERVICES (2)
MEDICAL: Advice through a Govt. Doctor
EMERGENCY: for Fire, Police, and Ambulance. OTHER SERVICES:

Registration of grievances Provide information on all departments

SERVICES (3)
INFORMATION: For the student community Results Counseling Exam. dates Fees and Admissions Employment Opportunities: Info on recruitment notifications Eligibility

Rated as Best E-gov project at National Level - Gold Medal in CSI-Nihilent Awards 2004

http://igrs.ap.gov.in/

Computer-aided Administration of Registration

CARD
(Computer aided Administration of Registration Department)

Covers all 387 Sub-Registrar offices within

Andhra Pradesh
Transaction time for getting encumbrance

certificates, market value assistance, deeds registered etc significantly lower

All the above services shortly being made

available without any geographical boundaries for citizen convenience

CARD Service Levels

Service Provided Market Value Assistance Registration of deeds Encumbrance Certificates
Certified copies

Time 10 minutes 1 hour 10 minutes

(Documents Registered through CARD)

10 minutes

CARD- Formula for success

Active HOD
Dynamic Departmental Champion (CIO) Internal capacity building

Business process reengineering

Rapid ramping up after careful pilot Focus limited to speed of transaction

CFST
(Citizen Friendly Services of Transport department)

Implemented in all 38 offices with 400+ counters

across the State 10,000 transactions per day Citizens can get driving licenses quickly and comfortably Citizen charter implemented for timely delivery of services Vehicle database accessible through mobile phone to traffic police as well

CFST (2)
1.96 million Learning Licenses issued 3.17 million Driving Licenses issued

3.43 million Vehicle Registrations done

Citizen Centric focus constantly meeting expectations Staff transformation citizen charter implementation Robust technology and ease of use

E-procurement
For Efficiency and Transparency

For Transparency
&

User Departments
Govt. Departments

Pub. Sector Undertakings

Urban Local Bodies Universities TTD (Tirumala)

11 15 57 4 1

Current Status
eProcurement 2003-04 2004-05 2005-06 2006-07

volume (completed) upto 06-07 (Rs.)

564 tenders 2215 tenders 9981 tenders 3362 tenders 1,982 cr. 15,600 cr. 15,808 cr. 2,228 cr.

Tender processing time down from 180 days to 36

days Significant cost savings ~ 17.50% in Irrigation Savings in tender advertisement charges Project won Golden Icon of GoI for 2003-04 PC Quest Award for Top e-gov project in India 2005

Business Model.
Technology Partner software and hosting

Govt. Capacity Building for users, Hardware

Initially 0.24% of Tender Value to be given to

C1 as its fees by Govt. Departments Subsequently revised to

0.04% of Estimated Contract Value subject to a

ceiling of Rs.10,000 for contracts upto Rs.50 crores and Rs.25,000 lumpsum for above this Contractor pays this fees along with 10.2% Service Tax No financial commitment to Govt.

Electronic Service Delivery Maturity Model

Level 3

Level 4

Integration
of
Agencies Processes Services

Transaction
Level 2
Consultation Applying online Payments Receipts for Grievances Schemes Benefits Resources Referrals

Interaction

Online process of

Level 1

AP is at Level 4

Information
on
Schemes Benefits Forms

Computers - Earlier
Big-sized, Powerless Machines Difficult to Program Intimidating Interfaces Low Storage Capacities

Earlier..
Minimal Networking No Remote Computing Costly Huge Learning Curve

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

Thank You
mcr.bhaskar@gmail.com