Orientation Training for State e Governance Mission Teams

Batch 5 @ Hyderabad, Andhra Pradesh

E-District Mission Mode Project

CSC Project

21st February 2012

“Make all Government services accessible to the common

man in his locality, through common service delivery

outlets and ensure efficiency, transparency & reliability of

such services at affordable costs to realise the basic

needs of the common man”

May, 2006

NeGP Vision

– Common Service Centres (CSCs) provide• Government to Government Services ( G2G)

– Reporting by Field Level officials, Survey data entry

• Government to Citizen Services ( G2C)– Caste / Income / Birth / Death Certificates, Banking

• Business to Citizen Services (B2C) – Electricity Bill Payments, Insurance, Telecom, Education

– CSCs are ICT enabled with• Computer (s), Software and Applications • Trained and Incentivized Manpower

– Public Private Partnership (PPP)

3

Salient Features of CSC Scheme

100 – 150 sq. ft space

Minimum 1 PC with UPS

Minimum 1 Printer (Inkjet or Dotmatrix)

Digital / Web Camera

Genset / Inverter/ Solar

Software and Service Delivery Applications

Wired / Wireless Broadband Connectivity

Trained and incentivized manpower (VLE)

Investment : Rs 1.5 to 2 lakhs per CSC (Capex)

Rs 10,000 per month per CSC (Opex)

CSC Infrastructure

5

Assam

6

Assam

7

Assam

8

Himachal Pradesh

9

Himachal Pradesh

10

Gujarat

Stakeholder Level Role

State Designated Agency (SDA)

State Government Public Sector Agency at the State Level

Implementing the Programme in the State

Service Centre Agency (SCA)

Private Sector Entity (1 to 5 in each State)

Investing, establishing and supporting the CSCs in a group of districts

Village Level Entrepreneur (VLE)

Local Youth from the Village

Co-investing and operating the CSC

11

Three Tier Implementation Framework

Service Centre Agencies are chosen by the State Government through a transparent tendering mechanism

Statewise Progress So Far (As on 30th November 2011)

Around 20,000 CSCs affected due to termination/ re-bid of SCAs in AP, Bihar, Chattisgarh, Haryana, Jharkhand, Karnataka, Rajasthan, TN & Uttarakhand

• CSC rolled out - 97,439 (out of around 1.24 Lakh planned)

70%-100% (12)

50% - 70% (3)

10% - 50% (3)

≤ 10% (2)

Under Discussion (2)

100% (13)

State wise achievement of CSC Rollout

Jammu Kashmir

Himachal Pradesh

Punjab

Haryana

Uttar Pradesh

Uttaranchal

Bihar

Gujarat

Maharashtra

Karnataka

KeralaTamilNadu

AndhraPradesh

Orissa

Chattisgarh

West Bengal

J&K

HP

Punjab

Haryana

Rajasthan

Gujarat

Karnataka

Kerala

CHH

Sikkim

Puducherry

TN

WBBiHJHD

Uttarakhand

UP

MP

Maharashtra

AP

Orissa

ASM NGL

MNPMGH

TRIPURA

Chandigarh

Goa

MZR

Daman and Diu

Dadra & Nagar Haveli

Lakshadweep

Andaman & Nicobar Islands

Delhi

Government Services• Many States delivering some of the following list of services• E-District Services• Services being delivered through a combination of offline and

online• Social Welfare • Certificates & Applications (Birth, Death, Character, Caste, etc)• Financial Inclusion (Banking, Pension, Government Scheme Benefit

Disbursement)• Utility Bill Payments (Electricity, Water, etc)• Aadhar Enrollment• Government Scheme Management (NREGA, MCTS, etc.)

Business Services• Telecom Services (mobile sale recharges, DTH

services, etc)• Travel (train, bus, airline) and Hotel Reservations• Insurance Policy Sale and Premiums Collection• E-learning (Intel Easy Steps, Microsoft Digital

Learning, IGNOU, NIELET) • Employment Services (job applications, interview

training, resume building, etc.)• Assisted Internet Surfing

Challenges in Implementation of CSC Scheme

Lack of Connectivity Lack of Backend Readiness in Government Departments

Lack of Power back-up

Lack of adequate Government Services

E-District MMP

16

e-District MMP• State MMP under NeGP for Electronic Delivery of district / sub-

district level services

• Aims at delivery of high volume, citizen centric services

through CSCs

• Business Process Re Engineering and Service Levels

• Backend Computerization for end-to-end e-service delivery

• Centralized Application & Centralized Database

• Leverages core e-infrastructure of SWAN, SDC, SSDG ,CSCs

• Digitization of legacy Data

• Focus on capacity building, training and change management

• Services - Certificates, Pensions, Grievances, Ration Card, RTI

etc

17

Status of e District Pilot Projects

• Pilot projects in 41 districts across 16 States

• Mandatory service categories – 6 ; Optional : 4 (Additional)

• e-Services launched in 30 districts of 10 states – UP,

Assam, TN, Bihar, West Bengal, Mizoram, Orissa, Haryana,

MP , Maharashtra, Jharkhand, Punjab and Kerala

Total Trasactions S No. States Start Date

of ServicesTotal Transaction

1 Assam Nov-09 213132 West Bengal Nov-10 27443 Bihar May-10 1227384 Kerala Dec-10 1045315 Mizoram Mar-11 17796 Uttar Pradesh Dec-08 2653522

Grand Total 2906627

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e-District Services Transaction details in 6 districts of Uttar Pradesh as from Dec 2008 August 2011

S.No ServicesGautam

Buddha NagarGaziabad Sitapur

Rae Bareli

Gorakhpur

SultanpurTotal

Transaction

1Caste 57438 186225 301343 188260 123070 188371 1044707

2Domicile 52796 120135 173201 96804 100221 187365 730522

3Handicap 0 0 0 0 0 0 0

4Income 64150 236344 10249 197920 89262 255335 853260

5BirthCertificate 16129 0 0 302 0 0 16431

6DeathCertificate 4095 0 0 782 0 0 4877

7Ration Card Issuance 0 0 0 1267 0 0 1267

8Ration Card Surrender 0 0 0 0 0 0 0

9Oldagepension 5 1 0 426 302 2 736

10Widowpension 0 1 0 684 410 1 1096

11Handicappension 0 1 0 212 0 31 244

12Employment 0 105 0 20 39 210 374

13Greviances 0 0 0 0 0 0 0

14Dues Recovery 1 0 0 0 5 1 7

15Revenue Court 0 1 0 0 0 0 1

Grand Total 194614 542813 484793 486677 313309 631316 265352220

Baseline study by IIM Ahmedabad

• The selection of core services proposed to be

delivered under the e-District program is justified

• More than 70 percent of the respondents in each state

had applied for Certificates

• The design of computerized systems needs to

carefully consider the value of every step and every

signature

• User participation in the design of the delivery system,

prior to its implementation, is extremely important

• Redesign of forms needs to be one of the key areas of

process reforms Back

Impact Assessment by IIM Ahmedabad

• Carried out in Sultanpur and Ghaziabad of UP in Dec

‘09

• Interviews with stakeholders at District, Tehsil and

Village level

• Transaction volumes have gone up after

computerization

• Computerized e District system preferred by citizens

• Electronic systems must totally phase out manual

systems

• Rollout of CSCs is critical to enable citizens to access e

services

22Back

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Goalpara Assam

24

Goalpara Assam

25

ATVT Centre Gandhinagar Gujarat

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ATVT Centre Gandhinagar Gujarat

27

28

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Scheme for National Rollout

Salient Features of the Scheme (1/4)

• Implementation by States/ UTs across all 640 Districts

• Two Phase Implementation:

– Phase I - for districts with at least 70% CSCs operational

– Phase II – remaining districts

• 4 years of implementation including 2 years of support

(O&M)

• Single solution for a State for any service

• Application and Data to be hosted at the SDC

Salient Features of the Scheme (2/4)

• 5 mandatory service categories common across States

• States to choose 5 more categories (not covered under any

MMP)

• Service Levels for each Service to be defined

• E-District Champion - Implementation to be overseen by

Retired Secretary to GOI level officer

• States to issue GOs / Notification for Electronic Service

Delivery

• States to define a cut-off date for stopping manual services

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National Mandated Services

Sno Category Sub-Services1 Issue of Certificates Birth, Death, Domicile, Nationality, Caste, Marriage, Income,

Employment, etc

2 Social Welfare Schemes

Social welfare Pensions (Old age, Widow, Handicap, Destitute), Scholarships

3 Revenue Court including Case listing, Case adjournment, Stay orders, Final orders, Status of execution of orders: information, tracking, filing of miscellaneous applications. Also, Government dues and recovery, as part of Land Revenue – including issue of notices, record payments, track default processes, updation of treasury receipts, etc.

4 Ration Card Change of address, additions, deletions of members, application for issue of duplicates

5 RTI services Application, tracking, monitoring, redressal, appeals, etc at district level. RTI services will be applicable to all departments/offices which have been provided with ICT infrastructure and connectivity for delivery of services under e District Scheme

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State Optional Services

Indicative List

Certificates Grievances

Revenue Education

Marriage Services Health

Electoral Services Employment

Licenses Police

Court Services Travel/Serai

Utility Services Grants/Loans

Collection of Tax/Dues Social Welfare

Industries

The State can also add further 5 service categories, at its discretion, for implementation under the eDistrict MMP. However, in case, funds are available, additional categories of services may be added by the State subject to adherence to project timelines.

Salient Features of the Scheme (3/4)

• Business Process Re-engineering - Essential

• Service Levels – Defined for each Service

• ICT enablement of field offices at District, Tehsil and Block level

• Leverages Service Delivery Platform of SWAN, SDC, SSDG & CSC

• Extensive Training and Capacity Building planned at all levels

• Change Management - Legal Changes and issue of Notifications

Service deliveryComparison of ‘As Is Process’ and ‘To Be Process’

Duration DurationTo Be ProcessAs Is Process

1-2 Days

Applicant submits the application to the government office at Tehsil/District Office with required supporting documents. The

application form is available with the private vendors located outside office

premises.

Start

End

The application is forwarded manually to the signing authority after making an entry

in inward register.3-5 Days

The officer marks the application for physical verification by Lekhpal

Lekhpal gets the information by hand, conducts the physical verification and

submits the report to officer.

Officer checks the report and approves/rejects the application with remarks.

Applicant comes to the office where application was submitted and gets the

service/certificate.

1-3 days

2-3 days

3-5 Days

1-2 Days

Lekhpal visits the nearest common lab twice a week to collect the applications and conducts the

physical verifcation.

End

The application is electronically forwarded to the signing authority

for necessary action.

Applicant visits the CSC and receives the certificate/service.

The officer checks the application online if the entry is not found in

database , marks it electronically to Lekhpal for physical verification. A

SMS alert is sent to Lekhpal

Verification report is sent to Officer online. Officer accepts/rejects the application using digital signature. An SMS alert is sent to applicant.

Applicant submits the application form to the nearest CSC. Standard forms

are available with the operator. Applicant gets an receipt with

expected date of delivery.

Start

Instantaneous

2-3 days

3-4 days

2-3 days

Instantaneous

Instantaneous

• Can take 2-4 weeks in normal situations

• Less accountability• Inadequate mechanism to

keep track of service levels

• Can take 1-2 weeks in normal situations

• Accountability through• Automated SLA tracking to

keep track of service levels

Salient Features of the Scheme (4/4)

• Programme Management :

– Empowered Committee under Chairmanship of Secretary, DIT, GoI

– PMUs to be set-up at the National, State and District level

– 24 Secretary GOI / CS level officers to oversee and guide implementation

• National PMU :

– Prepare Guidelines and Templates;

– Empanelment of Consultants and System Integrators ( Implementing Agencies)

– Monitor Implementation

• State PMU – Oversee implementation at State Level

• District e-Governance Society - Oversee implementation at Districts

Benefits from the Project• Citizens can access services at doorsteps (CSCs) in an

integrated manner

• Responsive, Transparent and Accountable Service Delivery

• Cost savings for citizens on account of– Less number of Trips– Less Waiting Time– Can track status of applications – Savings of upto Rs 100 per txn (based on IIM’A Impact

Assessment’08)– Total economic benefits anticipated ~ Rs 1200 Cr per year

• Modernization and Automation of District Administration

• Empowerment of Citizens

Issues in Pilot Implementation

• 4 States yet to Go-live with their Services

• Some States have gone live with only partial list of services

• Partial conformance to proposed service delivery as per new GOs

• Variations in Service Delivery Standards in different districts

• STQC certification of the e-District applications yet to be done

• Implementation of CSCs not completed in several states

• Services not being delivered through CSCs

Strategy for faster implementation

• Sharing between Pilot and Non-Pilot States

– Best Practices, BPR reports

– Government Orders

• Identification of Services by all States

• Submission of DPRs

• Pilot Implementation to be completed

• Empanelment of Consultants and System Integrators

• Digitization of legacy data on priority basis

• Target-based Incentives for District Collector & their

teams

Categorization of States

Class A >40 districts (4 per State)

Class B >20 districts (3 per State)

Class C 5-20 districts(2 per State)

Class D <5 districts(1 per State)

MP Maharashtra Arunachal Pradesh Andaman

UP Bihar Chattisgarh Chandigarh

Rajasthan West Bengal D & Haveli

Assam Punjab Daman & Diu

Orissa Uttarakhand Tripura

Andhra Pradesh Himachal Goa

Gujarat Kerala Lakshwadweep

Jharkhand Nagaland Puducherry

Karnataka Delhi Sikkim

Tamil Nadu Mizoram

J&K Meghalaya

Haryana Manipur

Key project implementation activities

DPR Appraisal

SPMU Selection

SI Empanelment

OEM Empanelment

SI Model RFP

DPR submission

BPR & CM Plan

SI & Bid Mgmt

Government Orders

Application Develop.

STQC testing

DeGS Formation

Data Digitization

Site preparation

Hardware Commissioning

Training

Go-Live

Mar-12 Jun-12 Sep-12 Dec-12 Mar-13 Jun-13 Sep-13 Dec-13

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Costs Budgeted for e-District – Rs.1663.08* Crores

Component (National)

Cost (Rs. Lakhs)

Program Management 28,08Contingency 84.24Fund approved 28,92.24

Component (State) Cost (Rs. Lakhs)

DPR Preparation 2,00Systems at SDC 61,00Systems Support 25,00Software for Pilot 2,25Software for Non-Pilot 11,00Third Party/ STQC Testing

12,00

Application Support 18,90Awareness and Communication

7,00

Assessment 5,25Program Management at State

27,36

Contingency @3 % of State-level cost

5,17

Funds approved at state level

176,93

Component (District)

Cost (Rs. Lakhs)

Hardware 528,00Data Digitization 300,00Training 90,00LAN Networking and Horizontal Connectivity 150,00Site Preparation 180,00Seed Money to eGov Society 60,00Project Manager for 3 years @ 3.60 lakhs per year 64,80Technical Support for 3 years @ 2.4 Lakhs per year 43,20Awareness and Communication 64Contingency @3 % of all District-level costs 39,89Fund approved for the districts

1456,53

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2nd installment release

• 20% of the project cost would be released subsequent to administrative and financial approval by DIT of the DPR

3rd installment release• 50 % of the project cost would be

released subject to meeting all of the following conditions:

• Utilization of released funds• Issue of Government Orders for

enabling e services in the State.• Formation of DeGS• State approval of Base Line study,

BPR, FRS, selection of System Integrator and placement of Purchase order for procurement of Hardware, Digital Signature and other IT infrastructure.

4th installment release• 30 % of the project cost would be

released subject to meeting all of the following conditions:

• Utilization of released funds• Testing of application by STQC,

launch of 20 services in at least 50 % of the districts of the state.

Plan for Post Project Revenues to meet costs States to adopt PPP model for sustenance of services as per the defined SLAs Revenue sharing model between CSC / E-District Service Centres to be finalized at State level:

Sharing to be based on ownership of service and volume Focus on up gradation and maintenance

Funds Release Plan

1st Installment (Rs. 10 lakhs per District) released for DeGS formation and DPR preparation (Rs. 10 Lakhs) for non-pilot States – Total Rs. 39.40 Crores released

Current Status of e-District Project 1/2

• E-district Guidelines released• Consultancy agency for NPMU selected and Consultants

placed both at DIT and State Level• Empowered Committee constituted under Chairmanship of

Secretary DIT• First meeting of the Empowered Committee for e-District held

on 28th December 2011– EC has stated that States should achieve atleast 70% rollout of CSCs in

all Districts– All Pilot states should obtain STQC certifications

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Current Status of e-District Project

• DPRs received from 20 States • DPRs appraised for about 14 States and submitted to

Internal Finance Department• 1st Installment released to States for DPR Preparation

and establishment of DeGS• 2nd Installment to be released soon• 9 Consultancy Agencies shortlisted through an EOI

Process • RFP process to close soon

46

Action Points for States

• Notification of SDA and Mission Leader

• Formation of District e-Governance Society

• Formation of State Project Steering Committee under the Chief Secretary

• Identification of Services

• Identifications of Departments and Field Offices

• Computing of Gap Infrastructure

• Completion of Pilot Projects by 31st March 2012 for Pilot States

Detailed Project Report Preparation

• Pilot States

– Existing consultants to prepare the DPR for State wide roll out.

• Non Pilot States

– Through consulting agencies empanelled by State Govt / DIT / UIDAI

– Cost ceiling of Rs. 3 lakhs (fixed) plus Rs. 10000 per district.

• DPR to be approved by State Project Steering Committee

Format Of Submitting DPR 1/3

• Section I: Background Of Project and Other Basic Information• Section II: Project Overview or Executive Summary

– Identification of all stakeholders– Highlight in concrete terms the efficiencies envisaged to be enhanced for each of these

services (in terms of service levels). – Details of locations to be covered– Project activities and timelines – Total project cost

• Section III: State Information.– Details of Districts – Officers involved in processing the selected services in the District – Details of District e governance Societies – STATE SPECIFIC e-GOVERNANCE INITIATIVES– Other e-governance initiatives in the State.

Format of Submitting DPR 2/3

• SECTION IV:PROJECT DETAILS INCLUDING ITS IMPLEMENTATION MODEL– Stakeholder Analysis– Services and Service levels– Implementation strategy– Key Activities

• Study of Process Re-engineering• Study of Change Management• Assessment of Gap Infrastructure

– As- Is scenario District wise – Work of Data Digitization– Work of Training – Other details required to be provided :– Details of Monitoring, Evaluation and Assessment– Site Preparation– The schedule of implementation– Project Risks & Mitigation Measures

Format of Submitting DPR 3/3

• SECTION V: OPERATION AND MAINTENANCE PHASE – Revenue model to sustain O&M phase– Institutional arrangement for Operations & Maintenance .Phase

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DPR Appraisal Status

S No

States Pilot/ Non Pilot

Amount Budgeted Rs. Cr)

Amount Proposed (Rs. Cr)

Amount that can be Approved (Rs. Cr)

STQC Certification CSC coverage at State Level

1 Sikkim Non-Pilot 14.43 15.18 10.98 NA 100%

2 Tripura Non-Pilot 24.16 23.82 21.57 NA 100%

3 Meghalaya

Non-Pilot 22.24 21.75 20.54 NA 82.7%

4 Orissa Pilot 73.17 91.32 71.16 Functional completed, Non-functional pending

56%

5 Andhra Pradesh

Non-Pilot 61.53 127.77 61.48 NA 17%

6 Tamil Nadu

Pilot 53.71 80.25 52.26 Not completed Under litigation

7 Mizoram Pilot 21.73 22.62 18.94 Completed Yet to be operational

8 Assam Pilot 65.87 145.50 65.87 Functional completed, Non-functional pending

84%

9 Daman & Diu

Non-Pilot 9.57 11.06 9.41 NA SCA not appointed

10 Kerala Pilot 33.89 70.78 33.89 Functional pending, Non-functional pending

63%

Thank You

anirmukerji@gmail.com