Enabling Transparent andEfficient Delivery of Citizen Services

Governments world over are realizing the need to transform delivery of citizen services, to address the ever evolving expectations or needs of the community. The sector has lagged behind other industries such as BFSI, hospitality, airlines, etc., in adopting modern technologies to improve service delivery and enhance consumers' service experience. Even today, delivery of some of the most basic government services is largely labor-intensive, paper-driven, costly, and time-consuming. However, the trend is changing, with government CIOs focusing on transforming the way services are delivered to public, while demonstrating measurable, returns from IT investments.

A Diagnostic Overview of e-Governance ServicesCitizen and business centricity are at the core of every e-Governance initiative. Citizen satisfaction to a large extent depends on how well and how fast services are delivered by an agency. Analyzing the nature of these services will provide us better insights into critical factors to be considered while

devising an IT strategy to streamline these services and ensure speedy and effective service delivery. Typically these services are highly process centric and involve high volumes of document exchange.

Process-Centric Nature

E-Governance services typically involve the following steps:

Application Submission: To avail government services, citizens/businesses are generally required to submit application forms, with supporting documents, to the respective departments.

Application Acceptance & Acknowledgement: Once submitted, the application is cross-checked for completeness against a checklist of mandatory fields and supporting documents and an acknowledgement proof is provided to the applicant.

Application Review: The application is then routed to the respective official for review. This step might involve multiple sub-steps and communication between the department and the applicant, for exception resolution.

Application Approval: Post review, the application is routed for approval to the concerned authority.

Document Generation: After the application has been approved, the department generates the final output document – certificate, license, grants approval note, etc., and dispatches it to the applicant's mailing address.

Document-Intensive Nature

Document handling is a critical component of government service delivery. Government operations involve extensive exchange of documents, such as forms, correspondence, proofs of identity and address, certificates, etc., between the applicants and the government agencies. These documents play an important role in government decision-making, and need to be archived for long term, as per applicable retention policies. For certain decisions government departments need to refer to historical data and documents submitted in the past. An efficient enterprise content management solution can help government agencies in delivering responsive citizen services, while ensuring

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regulatory compliance.

Leveraging BPM, ECM, & Case Management to Transform Service DeliveryLeveraging the power of BPM, ECM, and Case Management technologies, Newgen enables government organizations to consolidate their IT infrastructure across departments, to ensure efficient and effective delivery of citizen services in the face of limited resources, and to demonstrate increased accountability, transparency, and oversight. Unlike hard-coded applications, Newgen BPM framework provides the flexibility to incorporate dynamic changes, with minimal resources needed to launch and maintain the program. Newgen ECM platform supports digitization and long term archival of documents, and preservation of records in open standards such as PDF/A, to ensure standardization and consistency. Its robust Case Management framework enables optimization of outcomes for specific cases by providing an integrated set of information and services across departments, and allows case workers to collaborate with each other and make informed decisions.

Achieving Operational Agility Using BPM

Governments across the globe are under pressure to consolidate infrastructure, reduce costs, and ensure speedy, transparent, and accountable delivery of citizen services. In order to transform government service delivery we need to transform the underlying processes. Newgen BPM offers a host of capabilities that work in tandem to make end-to-end process visibility a reality, to eliminate redundancies, to provide real-time access to relevant data, and to foster collaboration within and across government departments/agencies. While enhancing the process performance through automation, BPM helps government departments in reducing the overall operational costs and creating an agile IT infrastructure. Below are some of the key features of Newgen BPM that make it ideal for government operations.

Graphical Process Modeler – Using an intuitive visual designer, Newgen BPM provides an end-to-end view of processes.

This allows process owners to design processes, and identify and address redundant activities/errors. It also facilitates increased collaboration between process stakeholders, who can work simultaneously on designing the process. Further, with 80-90 % ready components, it provides the necessary agility to quickly roll-out new processes.

Flexible Architecture – The workflow logic, user interfaces, and validations, etc., are configured rather than hardcoded, facilitating real-time changes in the process with minimal IT intervention.

End-to-End Audit Trail – Maintaining a complete audit log for every transaction is a key imperative for government departments/agencies. Using BPM as the underlying platform, this need gets addressed automatically at the system level.

Business Activity Monitoring – Newgen BPM facilitates faster and informed decisions, providing highly configurable monitoring and reporting dashboards, for stakeholders across different levels.

Easily Configurable SLAs and Escalations – It is easy to configure and control SLAs and escalations in BPM-based workflows, as they are part of the standard product suite.

Future-ready Architecture – Newgen BPM provides support for modern technologies such as mobile and cloud computing, which makes the solution future-ready.

A Unified ECM Platform to Deliver Responsive Customer Services

Government organizations are fraught with the challenge of managing burgeoning volumes of both paper-based as well as digital content. Each day, officials from different government departments work across organizational boundaries to deliver citizen services, and formulate policies. The existence of multiple document management systems across departments creates silos of information, and hinders interoperability between departments. Newgen offers a unified ECM platform that allows organizations to manage content across creation, capture, storage, and disposal, and enables seamless exchange of information and interoperability across boundaries. Further, it ensures that the government retains strategic control over critical

documents, and complies with legislation and policies related to authorization, protection, and archival of documents. Newgen's unified ECM platform, with comprehensive document management, imaging, scanning, and records management capabilities, translates into benefits that include:

Enhanced Productivity –Manual processing of paper-intensive business processes is inherently inefficient, time consuming, labor-intensive, error-prone, and difficult to track and optimize. A comprehensive ECM platform ensures anytime, anywhere availability of content to users, eliminates manual hand-offs, enhances collaboration, and ensures substantial improvements in worker productivity.

e-Government Interoperability – Facilitating e-Government interoperability has become a key imperative for realizing efficient and timely delivery of citizen services spanning several departments. A unified ECM framework allows seamless electronic exchange of information between departments, while it also ensures privacy and integrity of data.

Compliance with Regulatory and Legal Policies – Government departments need to ensure compliance with regulatory and legal policies for long term archival of content. The Records Management component of ECM provides support for defining and enforcing record classification, retention, and disposition policies.

Cost Reduction – Government organizations regularly deal with high volumes of transactional content. Storage and movement of physical documents incur huge operational costs. A unified ECM solution facilitates paperless transactions, which results in significant cost reduction.

Audit Control – A complete audit log of each transaction enhances transparency and worker accountability.

Consolidated IT infrastructure – A unified ECM approach eliminates redundant legacy infrastructure and information silos across departments/agencies, which reduces the overall operational costs and risks, and shortens service delivery cycles.

Bringing Context Awareness and Flexibility through Case Management

BPM provides the essential enablers for eGovernance initiatives by setting up a continuous improvement platform for citizen service delivery. This brings agility, control, and transparency in the system, and allows government

agencies to rollout new services quickly. This approach eventually leads to better citizen connect and satisfaction. With changing time and expectations in today's context it becomes imperative that these electronic services have flexibility and adaptability to meet unique requirements of each case. This is where the Case Management capability augmentation to the BPM

platform adds a value. With Newgen Case Management capabilities such as adaptive workflow that enables in-flight changes to the process, on-the-fly task management, collaboration – internal as well as external, and advanced analytics to facilitate better decisions, government officials become greatly empowered to adapt to the context and unique needs of any situation.

Scalable and Robust Platform

BusinessRules

Collaborations/ Social Media

Adaptors

Dashboards / Analytics

Mobility Security SOA

e-Governance Solution Frameworks

Citizen & Business Centric Services

OfficeAutomation

EDRMSCaseManagement

e-Governance Solution

Accelerators Visa Issuance

On-Screen Marking

Grants Management

RTI/FOIA

Legal Case Management

Memoranda & Agenda listing

Correspondence Management

Digital Court

e-Municipal

Grievance Redressal

Certified Scanning

Tax Administration

Enterprise Content Management Business Process Management

Fig: 2 Newgen e-Governance Framework

Parameter BPM Platform Customer Application

Total Cost of Ownership (TCO)

Architecture

Maintenance

Integration

Security

Roadmap

Low

Configurable

Easy

Easy

High

Future-ready

High

Hard-coaded

Difficult

Difficult

Low

None

Flexibility High Inflexible

Fig: 1 BPM Platform Vs Custom Applications – A Quick Comparison

SOLUTIONS FOR BUSINESS PROCESS & CONTENT MANAGEMENT

About Newgen

• Leading Global Provider of Business Process Management (BPM), Enterprise Content Management (ECM) & Customer

Communication Management (CCM)

• 1000+ installations across 50 countries

• Solutions for Banking, Insurance, Healthcare, BPO/SSCs, Telecom and Government

• Credited with some of the world's largest implementations

• Innovative culture, consistent R&D investments, 40 patents

• Employee strength 1300+

• Certified for ISO 9001:2008, ISO 27001:2005 and CMMI Level3

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