backgrounddocumentcscscheme_20711 (1)
DESCRIPTION
cscTRANSCRIPT
-
Enabling Service Delivery: Bridging the Digital GapJuly 2011
Common Services Centers
Government of IndiaDepartment of Information Technology
Ministry of Communications & Information TechnologyGovernment of India
-
1Government of India had launched the Common Service Centre (CSC) Project for providing sustainable digital access to rural communities and for giving the necessary impetus for upliftment of the rural community. The project is a strategic cornerstone of the National e-Governance Plan (NeGP), approved by the Government in May 2006, as part of its commitment in the National Common Minimum Programme to introduce e-governance on a massive scale. The objective is to develop a platform that can enable Government, private and social sector organizations to align their social and commercial goals for the benefit of the rural population in the remotest corners of the country.
The CSC Scheme is being implemented in a public private partnership (PPP) framework with a focus on rural entrepreneurship & market mechanisms. The CSCs has been set up by private entities called as Service Centre Agencies (SCA), who are appointed by the State Governments. The CSCs are run by the Village Level Entrepreneurs (VLEs) who are appointed by the SCAs to run and manage the CSCs at pre-defined locations.
As on 30th June 2011, 95710 Common Services Centers have been set up across the country, covering 31 States/UTs out of the targeted 100,000 centers to be set up - one per every six villages. The CSCs are being set up in the Public Private Partnership (PPP) mode.
As envisaged under the Scheme, a National level Special Purpose Vehicle SPV has been formed as a permanent entity to provide ongoing support to the CSCs and to catalyse services to be channelized through the network. The name of the CSC SPV is CSC e-GoVErNANCE SErVICES INdIA LTd.
It is also now proposed to reposition CSCs as a network of Bharat Nirman CSCs to be set up in each Gram Panchayat as a delivery point of public services for rural areas. Accordingly, additional 150,000 Bharat Nirman CSCs are proposed to set up for the uncovered Panchayats.
Progress of the CSC Scheme
over 95,710 Common Service Centres (CSCs) have already been rolled out in 31 States/UTs as on 30th June 2011. 100% rollout has been completed in 12 States/ UTs and more than 70% has been achieved in 13 States/UTs. However, around 4,500 CSCs are non-functional due to termination of SCAs.
To ensure availability of connectivity to all CSCs, dIT is supporting BSNL to provide Wireline and WiMax based broadband connectivity to all 100,000 CSCs. In total, connectivity has been provided to 69,574 CSCs as on 30th June 2011. 18,512 CSCs are connected through BSNL dSL; 419 and 185 are using BSNL EVdo and WiMax respectively. VSAT Connectivity is being used by 24,297; datacard by 10,163 and 15,998 are using connectivity through other technology like WLL and GPrS of various service providers such as AirTel, reliance and Tata Indicom etc. BSNL would provide connectivity provision to all CSCs by December 2011. DIT in providing VSAT conectivity Rs. 2,500 difficult location in
NE states, Jammu & Kashmir, Uttrakhand & Himachal Pradesh.
GOVERNMENT TO CITIZEN (G2C) SERVICES
Government-to-citizen (G2C) services refer to online communication between Government and consumer/individuals. It is an online interaction between local, central Government and private individuals which helps in making public
BACKGROUND
-
2services and information accessible to all. CSCs are brought in to increase the transparency in transactions at grass-roots level. It has been seen that the transaction cost for services have also come down drastically and service delivery through CSCs has given citizens easy access to many services such as online form filling, bill payments, municipal certificates etc, or complex applications like distance education, e-learning, and tele-medicine. G2C Services are classified broadly into three types based on their operation processes as following -
As per the data collected from 23,010 CSCs across 19 States (Andhra Pradesh, Assam, Bihar, Chandigarh, Goa, Gujarat, Himachal Pradesh, J&K, Jharkhand, Karnataka, Maharashtra, orissa, rajasthan, Sikkim, Tamil Nadu, Tripura, Uttar Pradesh, Uttarakhand & West Bengal) , following are the key findings -
Citizen Served 1.462 Crore (assuming avg. 5000 population/CSC; 1 citizen out of 10 has been served by CSCs in above States)
Revenue Generated rs. 129.26 Crore
Most preferred services where maximum citizens covered:Issuance of certificates [Record of Rights (RoR), Birth, Character, Death, etc.] with over 10 Million (+) services being delivered till date throughout the country.
Service through which maximum revenue has been earned:Issuance of Certificates (RoR, Birth, Character, Death, etc.) with over Rs. 90 crore revenue generated so far.
e-Enabled Service Delivery Strategy
G2C ServicesClassification
InformationServices
InteractiveServices
TransactionalServices
-
3Following are the key G2C services delivered through CSCs
Services Description
Agriculture Farmer /Labour / Agriculturist Certificate, Crop assistance Certificate, Farmer Registration, Agricultural Family member Certificate, Appl. For incentive to green fodder cultivation etc
Ration Card Issuance of new / increase or decrease of Units, Addition or deletion of name / renewal of ration card
Electoral Roll Application for Inclusion / Correction/ Cancellation / Transposition of names
Poultry / Fisheries Appl. Financial Assistance to Purchase cows/ buffaloes, Registration / renewal of Fishing Nets, Application for Piggery/Poultry development Scheme , Application for Modern dairy / Subsidy to purchase Milking machine Scheme
Caste / Minority Application for issue of SC /ST/ OBC Caste Certificate, Appl. for scholarship / stipend to SC/oBC students, Appl. for Book Bank Scheme, Appl. for Kanya dhan for SC
Driving License Appl. for new / duplicate / renewal, Appl. for issue of Learners License
Income Certificate Appl. for Issue of certificate, Non creamy layer certificate
Data entry / Digital Print / MIS entry NrEGS MIS entries / other digitization works, Muster roll Entry of MGNrEGA, Cattle Census data digitization
Birth / Death Certificate
Other Certificates Affidavits, Domicile Certificate, Bonafide, Widow, Solvency, Character, disability / senior citizen card, Non Tenancy, No Govt. Job, re-marriage, residence
Online filing of Public Grievances
Utility Bill payment Electricity bill, Landline bill, Water billApplication / Renewal of Arms LicenseApplication for New or renewal of Hawker Kerosene / Retail Foodstuff License
PAN CardSale of Stamps & Special adhesive stamps / PDS formsTaxes returns and renewal of registration for Entertainment / Entry / Luxury/ Tax,
Payment of VAT / VATCST / CST, Filing of returns for CoT / CST / TdA
Pension / Incentives / Grants Application for Financial Assistance under Prime Ministers Employment Generation / Incentives for Women Entrepreneurs, Grant-In-Aid Scheme to provide Financial Assistance to the Mahila Mandals, Grants and financial assistance to professional groups and institutions / cultural organizations, Indira Gandhi National old Age Pension, Handicapped Pension / Pension / Widow
Employment Exchange Issue of New card / registration, issue of duplicate / renewal of cardForest / Environmental Fencing registration, Appl. for intimation of Felled Trees, Appl. for relief-
Natural CalamityLand Records Issuance of copy / Land holding / Land less certificate, Land Revenue Records,
Transfer/Mutation of land ownershipJail Video-conferencing
-
4Process (case study of e-mitra, Rajasthan)
A comprehensive Web-based application has been developed for on-line monitoring of progress of implementation of CSC Scheme up to VLE level. The transactions process for BSNL bill payment through CSC is explained below -
Goes to CSC/ e- Mitra Kiosk
Collects the Bill Amount
receives report & amount from
VLEs
receives printed reports & amount
by LSP/ SCA
Enter the bill information on e-Mitra portal
reconcile & compile the
report
reconciliation & compile the
report
reconciliation & compile the
report
deposits amount in deGSs account
Transfer the amount to BSNL through rTGS or
online.
Transfer the amount to BSNL through rTGS or
online.
Generates the receipt
Collects the receipt
Generate the reports at the
end of day
dep
artm
ent
dis
tric
t e-
Gov
erna
nce
Soci
ety
LSP/
SCA
Kio
sk H
olde
rCo
nsum
er
BSNL/ Service providers
Bill Payment Bill Payment
Service Charge Service Charge
Service Center Agency (SCA)
Village level entrepreneur
(VLE)
For delivering G2C services, access to department portal or availability of online information (either on State portal / district portal) is needed. For this, initiatives like e-district will form a platform for CSCs to deliver G2C from Government portal of a district.
Process Flow
-
5Business to Citizen (B2C) denotes online communication between business entities and consumers/individuals. CSCs offering B2C services cater and cover large population base at the rural level. By integrating these services into CSC bouquet, rural villagers get access to such services in their vicinity, for which they might have to travel to nearby town and incur cost/face middlemen etc. This also resulted in income generating opportunities for VLEs apart from G2C services.
As an assumption for CSC Scheme business model, G2C services could only form the 1/3rd of the total revenue (as most are at nominal fee). Hence there is a dire need to offer B2C services at such level.
Service bouquet framework through CSCs
Content and Services Providers Corporate Business
B2C SErVICES
B2B SErVICES
SHArE rEVENUESVillage Level
Entrepreneur
GoVErNMENT SErVICES
VILLAGE CLUSTEr
VILLAGE CLUSTEr
SUBSCrIPTIoN B2CSErVICES
Service CentreAgency
BUSINESS TO CITIZEN (B2C) SERVICES
-
6Following are the key B2C services delivered through CSCs
Services Description
Financial Services Banking Business Facilitator and Business Correspondent Services through CSCs (opening of Bank Accounts, Sourcing Loan Applications, Formation of SHG groups, deposits and disbursal of cash) Key Bank tie-up : State Bank of India, HdFC Bank, CBI, J&K Bank, BoICurrently more than 1225 CSCs are active as Banking
Insurance Life and General Insurance Services through CSCsKey insurance companies : Life Insurance Corporation of India, Birla Sunlife Insurance, Max Newyork Life Insurance, National Insurance Company Limited, HdFC ErGo General Insurance, TATA AIG
Education/ e-learning Online / Offline Education Services through CSCsKey tie-up:IGNoU distance Education CoursesMicrosoft Customized e-learning coursesTCS Cd based Adult literacy coursesETS IT Training, Spoken English and Internet coursesdoEACCCCC CourseINTELEasy steps
Telecom Sale / recharge / Bill Collection services through CSCs Key tie-up: BSNL, Idea Cellular, reliance, Airtel
Travel Train / Bus / Air ticket bookings through CSCsKey tie-up : IrCTC, red Bus
Service Aggregators Utility Services / Mobile recharges / Entertainment Services through CSCsKey tie-up: Suvidhaa Infoserve, Pay world, oxigen
Astrology & Matrimonial Services Astrology and Matrimonial Services through CSCsKey tie-up: Astrovision, Bharat Matrimony
Entertainment Services Sale and recharge of dish TV connections Key tie-up : TATA Sky, reliance dTH
Research and Data Collection
Exploring opportunities to utilize CSC network for research and data collection
Agriculture Agri Information / Agri Input Sales / Agri Extension Services through CSCs Key tie-up: reuters Market Light, Agri Watch, PHI Seeds Limited
Media and Advertising Exploring opportunities for brand promotion and market analysis of various FMCG productsKey service provider: Group M
Department of Posts Extending Postal Services / rural Postal Insurance through the CSC Network
Digital Photos / CD writing /Typing
Web surfing / Email/Chats
DTP / Printing and Photocopy
Games
-
7Process (case study of IRCTC)
The lengthy queues for booking tickets is no more the default way of buying tickets. IrCTC (Indian railway Catering and Tourism Corporation Ltd) has played a huge role in transforming customer experience for buying a railway ticket. Now, like department online payment gateway, a citizen can also visit to nearest CSC and purchase/book online for railway ticket booking / cancellation with transactions amount handling to VLEs and VLEs in turn having a commission based payment arrangement with SCA and IRCTC. Currently more than 45,110 CSCs are offering IRCTC services.
Common Service
Center (CSC)
State / department web
portal
IrCTC web portal
Bill Payment Payment Gateway
Banks / FIs / Master /
VISA
Acknowledgement
SCA online transactional
portal
requirement with VLEs for IrCTC service delivery:
i. Valid e-mail Id
ii. Bank Account (with ATM cum debit Card or Internet Banking facility or Credit Card)
iii. Internet enabled Personal Computer (PC)
iv. registration with www.irctc.co.in and valid User Id and Password
Financial Inclusion is delivery of Banking services at an affordable cost to the vast sections of the disadvantaged and low income groups. reserve bank of India came out with a set of guidelines in January 2006 allowing the banks to appoint Business correspondents (BC) and Business facilitators (BF) to expend their outreach in the rural areas. Further, the rBI has allowed banks to engage with the CSC operators/VLEs as BCs.
Benefits of using CSCs in FI:
Reach: Located in panchayats, CSCs are able to immediately serve the rural population
Accessibility: Being manned by local entrepreneurs and being a multi-purpose ICT centers without the formal bank atmosphere, rural population can access CSCs conveniently
FINANCIAL INCLUSION
-
8Technology: CSCs are equipped with hardware (computer, printer, camera), power backup and internet and so make it a cost effective BC outlet for banks
Centralized control: Monitored centrally by dIT/ SPV / SdAs and owned by SCAs, monitoring and controlling large nos. of BC outlets becomes easy for banks
Government linkages: Being a centrally sponsored project being implemented by States, mandating CSCs as banking service outlets becomes easy for Governments. This allows increased transactions at CSCs increasing financial viability both for Banks and CSCs
Payment of remuneration to BCs / Kiosk Banking operator
Services Description
For opening new Accounts @ rs. 20/- per account
For issuance of Id cards @ rs. 10/- per Id card per Account
For withdrawal transactions @ rs. 0.50% ( minimum rs. 1/- & maximum rs. 12/- ) of the transaction amount
Term deposits/spl. Term deposits @ rs. 0.50% of the deposit amount
An amount equivalent to 10% of the total remuneration shall be recovered at the time of payment of remuneration to the BC / Ko. Above rates are taken from AISCET.
Cash transactions framework:
Case study of AISECT (Service Center Agency)
State Bank of India has joined hands with AISECT by appointing them as their BC and BF for the state of Madhya Pradesh & Chhattisgarh. AISECT has installed Rural Banking Kiosks at 382 places in both these states. In the first phase only such of the places were selected for setting up Banking Kiosk which has AISECT CSC centre. Now with
-
9the greater emphasis given by Govt. of India for achieving 100% financial Inclusion within a specified time frame, even the villages having a population of 2000 are being selected for setting up Banking Kiosk. AISECT has also selected 205 Channel Partners and appointed them as BF. AISECT has been able to do a business of approx. ` 36.72 crore under BC and BF model within a very short period and expect to double the turnover very shortly.
Case study of Jharkhand
States Nodal Agency for CSC Project (JAP-IT) and the rdd of Jharkhand made it mandatory for banks to have a presence in each Panchayat. The Government of Jharkhand and rBI met on the 3rd december 2010 and banks were directed to express interest on a block basis so that all 259 blocks of the State could be assigned to banks. As a result, the CSCs have become an integral component of the States banking network. Further, to facilitate better accessibility, all CSCs were directed to relocate to Panchayat Bhawans. district Collectors were also directed to ensure that Banks use the CSCs for disbursal of Government benefits and wages (including NREGS wages).
Financial inclusion through CSCs
States / UTs Banks CSCs Active SCA
Madhya Pradesh SBI & CBI 584 AISECT, NICT, reliance
Jharkhand SBI & BoI 250 UTL, AId
Chhattisgarh SBI 59 AISECT
J & K J &K Bank 400 J&K Bank
Bihar SBI SArK
orissa CBI 210 SrEI
Tamil Nadu CBI SrEI
Uttar Pradesh CBI 90 SrEI
Assam CBI 32 SrEI
West Bengal CBI SrEI
Total 1625
Status as on 30th June, 2011
Way Ahead
There are other opportunities like Skill development and e-learning, Telemedicine, outreach & Awareness programmes through the CSCs. The need is to explore the newest and innovative ideas through which CSCs could become one stop destination for every citizen.
Useful Resources
http://www.csc-india.org http://india.gov.in/sectors/communication/e-governance.php http://www.mit.gov.in/content/common-services-centers http://www.nisg.org www.cscmis.emitra.gov.inwww.rural.nic.in/Instruction%20Manual%20for%20CSCs.pdf http://indg.in/e-governance/cscscheme/common-service-centres-scheme/view?set_language=en http://www.egovonline.net/default.aspx
http://jeevandelhi.gov.in/portalweb/g2cservicecharges.pdf
-
10
CSCs AT A GLANCE
-
11
S.No. State CSC logo / boards SCA
1 Andhra Pradesh CMS Computers Ltd, Sreeven, Times, AP online
2 Arunachal Pradesh Tera Software/ Calance
3 Assam SrEI Sahaj, Zoom developers
4 Bihar SrEI Sahaj, SArK Systems
5 Chandigarh eSampark
6 Chhattisgarh AISECT, Zoom developers
7 delhi 3i Infotech
8 Goa 3i Infotech
9 Gujarat e gram/SdA
10 Haryana SCA selection under process
11 Himachal Pradesh Zoom developers, GNG/Tera Software
12 Jammu & Kashmir J&K Bank
13 Jharkhand UTL , AId, Zoom developers
14 Karnataka Comat Technologies
15 Kerala Akshaya Society
-
12
S.No. State CSC logo / boards SCA
16 Madhya Pradesh
AISECT, CMS Computers Ltd, NICT, reliance Communications
17 Maharashtra SPANCo Ltd, BASIX, CMS Computers Ltd, reliance Communications
18 Manipur Zoom developers
19 Meghalaya BASIX
20 Mizoram Zoom developers
21 Nagaland Tera Software
22 orissa Zoom developers, SrEI Sahaj, BASIX
23 Puducherry Tera Software
24 Punjab AISECT, BASIX, Calance/Vakrangee
25 rajasthan CMS Computers Ltd
26 Sikkim IL&FS Ltd.
27 Tamil Nadu SrEI Sahaj, 3i Infotech Ltd.
28 Tripura BASIX
29 Uttar Pradesh CMS Computers Ltd, SrEI Sahaj, Vayam Tech, kvani Kendra
30 Uttarakhand reliance Communications
31 West Bengal SrEI Sahaj
-
70%-100% (13)
50% - 70% (4)
JammuKashmir
HimachalPradesh
Punjab
Haryana
Uttar Pradesh
Uttaranchal
Bihar
Gujarat
Maharashtra
Karnataka
KeralaTamilNadu
AndhraPradesh
Orissa
Chatsgarh
West Bengal
J&K
HP
Punjab
Haryana
Rajasthan
Gujarat
Karnataka
Kerala
CHH
Sikkim
Arunachal Pradesh
Puducherry
TN
WB
BiHJHD
Uttarakhand
UP
MP
Maharashtra
AP
Orissa
ASM NGL
MNPMGH
TRIPURA
10% - 50% (2)
SCA Selected (1)
10% (1)
Chandigarh
Goa
MZR
Daman and Diu
Dadra & Nagar Haveli
Lakshadweep
Andaman & NicobarIslands
Under Discussion (2)
Delhi
100% (12)
Progress So Far (As on 30th June 2011)
CSC rolled out - 95,710
*Due to termination of SCAs in Andhra Pradesh, Haryana, Maharashtra, Tamil Nadu, and Uttarakhand around 4537 CSCs are reported to be non operational
CSC e-GOVERNANCE SERVICES INDIA LIMITED3rd Floor, Electronics Niketan, Department of Information Technology,
6, CGO Complex, Lodhi Road, New Delhi-110003www.mit.gov.in, http://csc-india.org
Follow us on: www.facebook.com/cscscheme Twitter id CSC_India