Lokvani : An e-ffort to empower

A case study from rural India

17th June, 2006at

Technology Sabha

By

Amod KumarDistrict Magistrate, Faizabad

Developed Country by 2020

Our President’s vision

lR;eso t;rs

Lokvani : Taking IT to Masses

What is Lokvani?

Lokvani, Sitapur is an internet kiosk based system for providing various information,

services and public grievance redressal in a transparent, accountable and time-bound

manner.

Public Grievence Redressal

Senior Officers

Departmental officers

Field levelofficers/employees

?

EXISTING SYSTEM

Third Party, Lokvani Kiosk

Lokvani Server

DM

Concerned Department

Lokvani - Process

Lokvani Kiosk

Lokvani – Business Model

• No subsidies & loans• Competition and profit driven (win/win for

all)• Rs.2000/- annual for registration and training• Rs.2/- per grievance for maintenance• All capex and opex to be borne by the kiosk

owner• Standard fees for services

3 key components :

• Viability

• Sustainability

• Replicability

Lokvani – Business Model

Available ServicesOnline land records (Khataunis)Online registration, disposal and monitoring of public grievances.Online registration, disposal and monitoring of RTI applicationsOnline causelists of revenue courtsIVRS/ SMS facility for complaints statusCall Centre ( Manual) for pensionersOn line status of arms license applications. GPF Account details of basic Education Teachers.Online tender publication/ monitoring.Information of various government schemes/ prescribed government formsList of different development works / Schemes / Expenditure / Beneficiaries etc. Details of work done under MPLAD / Vidhayak Nidhi.Allotment of funds to Gram Sabhas under different development schemes.Allotment of Food grains to Kotedars (fair price shops). Other useful information of public interest. Single Window System

Caste/ Income/ Domicile CertificatesDeath/ Birth CertificatesDriving Licences (Learning)

• Online Electoral Rolls• Online payment of electricity, phone bills• Police station computerization / networking • Tourist Related information• Mandi rates of fruits/ vegetables/ foodgrains• Parivar register Database (Rural & Urban)• Govt employees Database• Information on educational institutions.• Health information. (All Hospitals/ Nursing Homes/ Laboratories)• Revenue Recovery Certificates (RCs)• Banking Services• Drinking Water facilities Database• Irrigation facilities• Development from MP/MLA funds• Khasra and Jamabandi records

Proposed Services on Lokvani

Average Income of Kiosks (from single service)

S.No. Lokvani Centre No of Complaints

Received (till Jan 06)

Amount Collected (Rs.) (in 14 months)

Income per Month

(Rs.)

1 Sitapur -2 12912 322800 230572 Biswan -2 5607 140175 100133 Sitapur -1 5151 128775 91984 Laharpur -2 2965 74125 52955 Mahmudabad -1 2824 70600 50436 Sidhauli -1 2804 70100 50077 Mahmudabad -2 2754 68850 49188 Misrikh-3 2362 59050 42189 Sidhauli -3 1548 38700 2764

10 Maholi -2 1519 37975 271311 Misrikh -2 1497 37425 267312 Sitapur-7 1423 35575 254113 Biswan -1 1308 32700 233614 Reusa -1 1015 25375 181315 Hargaon -1 1014 25350 181116 Laharpur -1 891 22275 1591

3709 Average Income(for kiosks established in Nov 04) 

Highest Earning Kiosk

No of Services

Inco

me

Income ofKiosks

Kiosk – Services Offered Vs Income

Reach

Inco

me

Income ofKiosks

Kiosk – Reach of Kiosks Vs Income

Increase in Reach + Increase in no. of services

Income

IncomeofKiosks

Kiosk – Sustainable Income

Strengths of Lokvani

Total Transparency, Accountability and Easy Accessibility

Very easy monitoring of all complaints and grievances as well as the performance of the officers

24X7 access to services

Self Sustainable PPP Model

Manipulation of records not possible

Job creation in rural areas

Bridging the digital divide

Easily replicable

A new way of interacting with the government without having to go to any government office

Achievements

Successful operation despite heavy power shortage (6 to 7 hours electricity availability)

Being replicated across all the districts of UP by State G.O. dated 16th June 2005

Accepted and extensively used by citizensAn average of 100-150 grievances being received daily

More than 60,000 grievances redressed in 1.5 years

Uniqueness of Lokvani• First successful zero support based PPP model

for kiosks in the country• Profit and competition can overcome power

shortage, illiteracy, poverty, adverse socio-political conditions, lack of professional work culture

• 60000 rural people using it in just one district• Going beyond just provision of services to make

the govt. accountable and giving the citizen the right to answer

Awards

• Won golden icon award for outstanding performance in service delivery at 9th national e-governance conference at Kochi from government of India.

• Lokvani chairman won Dataquest e-champion award at e-gov summit 2006,Delhi.

• Won special mention (second place) in Public Administration category at Stockholm Challenge Awards 2006

Media Coverage

Constraints

Quality vs. Quantity

Mindset of government functionaries

Lack of satisfaction of meeting personally with the officer

Enclosures cannot be attached with application

Possibility of fake complaints

Sustainability

How we did it

Sept. 2004 Studies of Similar initiatives in Dhar(M.P) and Jhalawar (Rajasthan).

Sept.-Oct. 2004 Plugging the loopholes and designing a new system in consultation with all District level officers.

Oct.2004 Establishment of a registered society “LOKVANI, SITAPUR” at district level.

Nov.2004 Registration, training and agreement with already running computer centers/ cyber cafes in the district on a fixed fee (Rs. 1000)

How we did it Contd.

Jan.2005 Weekly monitoring of performance

Feb.2005 brought on internet

Feb.2005 Land Records on Lokvani

Apr.2005 dashboard added

May.2005 Muster Rolls

Jun.2005 Status of Arm Licenses

Jun.2005 On Line Tenders

Jun.2005 IVRS Introduced

Nov.2005 Online RTI applications

Dec.2005 Single window system introduced

Jan.2006 Online revenue court cases

Lessons Learnt• No subsidies and loans• First increase the no.of services delivered through kiosks

and then increase their reach in rural areas• Kiosks must be self-sustainable and profit driven• A combination of govt. and private services to be delivered

through kiosks to ensure sustainability• Better copy than reinvent the wheel• Seeing is believing• Team spirit (giving credit/appreciation/freedom)• Best is the enemy of good• Failure is the pillar of success• Strategy (calculated moves)• Use of media and politicians

Role Model

Our Vision

• Garib Jaan ke humko na tum bhula dena

• Tumhi ne dard diya hai tumhi dawa dena

Thank You