mobile gov paper

Suresh Anantpurkar

[email protected]

M# 98453-78462

Mobile Governance - Changing the

Service Delivery Landscape

Introduction

Availability of mobile connectivity and penetration of mobile technology in India has opened

up significant opportunities for businesses and government entities to improve citizen

service delivery.

Financial institutes are using mobile technology to provide timely alerts via SMS or out-

bound calls to customers of any activity in their account. Similarly most banks have

launched mobile banking application which enables banking on the mobile. Education

institutes are using mobile to keep parents informed of the progress of their child and other

activities in the school.

This transition from manual service delivery to mobile service delivery is significant and

revolutionary one. Another interesting aspect of mobile technology is the ability to help

enable service delivery in the local language (ex. Voice based services, SMS in local

language, Mobile application in local language)

Service Delivery Paradigm Change

Visit to Govt. office

Citizens, Business and Government employees (called CITIZENS) avail the services provided

by the Government but more importantly it is also critical to let citizens know of their rights

and the role of Government in the society. Ma

in achieving the objective to a certain extent but Mobile based information an

delivery can bring governance at the fingertips of the CITIZENS.

Mobile Governance

The services can be broadly categorized as follows

Information Service (Push & Pull)

Push

• Status of birth certificate

• Status of marriage certificate

• Re-evaluation of mark-

• Status of PF withdrawal request

• Status of on PAN card, Passport, Birth Certificate, Income Certificate

• Notification to Govt. employees upon generation of pay slip

• Notification to pensioners upon depositing pension in

• Notification to the bidders on the status of the bids they are participating in

Service Delivery Paradigm Change

Use of PC / Internet Use of Mobile


Government but more importantly it is also critical to let citizens know of their rights

and the role of Government in the society. Manual and IT Enabled services have

in achieving the objective to a certain extent but Mobile based information an

delivery can bring governance at the fingertips of the CITIZENS.

Mobile Governance – Service Categories

The services can be broadly categorized as follows

Information Service (Push & Pull)

Status of birth certificate

certificate

-sheet

Status of PF withdrawal request

Status of on PAN card, Passport, Birth Certificate, Income Certificate

Notification to Govt. employees upon generation of pay slip

Notification to pensioners upon depositing pension in bank account

Notification to the bidders on the status of the bids they are participating in

Use of Mobile


Government but more importantly it is also critical to let citizens know of their rights

nual and IT Enabled services have succeeded

in achieving the objective to a certain extent but Mobile based information and service

Status of on PAN card, Passport, Birth Certificate, Income Certificate

bank account

Notification to the bidders on the status of the bids they are participating in

Pull

Stakeholders use the mobile device

for

• Student / Parent queries the status of the re

• Citizen queries the status of the birth / marriage / income certificate by entering the

application id

• Bidder queries the status of the bid by entering the unique bid id

• Govt. employees checks the leave balance by entering his / her empl

• Govt. employee checks for the status of leave application

*MSP – Managed Service Provider (also known as PPP Vendor)

Payment Service

• Payment of utility bills

• Payment of taxes

• Payment of fines

• Payment for services offered by Government (

etc…)

device to query for the status of the service they have applied

Student / Parent queries the status of the re-evaluation of the mark

Citizen queries the status of the birth / marriage / income certificate by entering the

Bidder queries the status of the bid by entering the unique bid id

Govt. employees checks the leave balance by entering his / her empl

Govt. employee checks for the status of leave application

Managed Service Provider (also known as PPP Vendor)

Payment of utility bills

ervices offered by Government (i.e. driving license, birth certificate

to query for the status of the service they have applied

of the mark-sheets

Citizen queries the status of the birth / marriage / income certificate by entering the

Govt. employees checks the leave balance by entering his / her employee id

driving license, birth certificate

Request for a Service

• Request for improving

• Request for providing basic amenities in the area

• Request to improve garbage collection mechanism with ideas from citizen

• Application for issuance of birth certificate

• Application to renew driving license

• Government Employee

Delivery of Service by Government Authorities

• Inspection of road condition by Government Authorities

• Inspection & Reporting of

• Inspection of Land / Business Premises for granting certain permissions

• Inspection of progress of Rural Housing Development Scheme

Request for improving road condition in the locality

Request for providing basic amenities in the area

Request to improve garbage collection mechanism with ideas from citizen

issuance of birth certificate

Application to renew driving license

Government Employee – requesting for leave to the authorities

y Government Authorities

Inspection of road condition by Government Authorities

Inspection & Reporting of Garbage collection in the city

Inspection of Land / Business Premises for granting certain permissions

Inspection of progress of Rural Housing Development Scheme

Request to improve garbage collection mechanism with ideas from citizen

Inspection of Land / Business Premises for granting certain permissions

*MSDG – Mobile Service Delivery Gateway (Mobile Governance Platform)

Potential of Mobile Apart from providing convenience of anytime

governance also helps eliminate the need to have intermediaries for information and

service delivery. Each of the above categories

have significant positive impact on the quality of life and governance.

In order to achieve the objective of anytime

delivery available to all and more importantly accessible by all

governance initiative need to be undertaken.

Due to the diverse nature of our society

devices having significantly different

levels a mobile governance platform to cater to all is that much challenging.

An effective communication strategy in predominantly urban area would include a

downloadable mobile application with various options but the same strategy may not work

in the semi-urban and rural areas due to the lack of awareness and willingness to use data

services and the preference towards regional language to communicate.

Another factor which plays an important role in the effective implementation is the

common mobile governance p

Mobile Service Delivery Gateway (Mobile Governance Platform)

Potential of Mobile Governance Initiative Apart from providing convenience of anytime – anywhere service delivery, mobile


service delivery. Each of the above categories of services if implemented effectively can

have significant positive impact on the quality of life and governance.

In order to achieve the objective of anytime – anywhere – any mobile device service

delivery available to all and more importantly accessible by all, a well thought

need to be undertaken.

Due to the diverse nature of our society in which people use various categories of mo

having significantly different usage patterns, language preferences and

a mobile governance platform to cater to all is that much challenging.


mobile application with various options but the same strategy may not work

an and rural areas due to the lack of awareness and willingness to use data

services and the preference towards regional language to communicate.


common mobile governance platform initiative at the state level. Instead of each

anywhere service delivery, mobile


ted effectively can

any mobile device service

a well thought out mobile

various categories of mobile

references and literacy

a mobile governance platform to cater to all is that much challenging.


mobile application with various options but the same strategy may not work

an and rural areas due to the lack of awareness and willingness to use data


latform initiative at the state level. Instead of each

department embarking on the mobile governance initiative of its’ own, state government

must look at creating a common platform as a shared service for every department to

connect to for providing service to the citizen. A well defined and implemented common /

shared platform can result into significant benefits of scale, technology innovation, time-to-

market and shared learning.

As citizens need to interact with Government at various levels, one of the quickest ways to

popularize and create awareness about mobile governance is to enable citizen centric Push

information and Pull information services.

But, the significant benefits of mobile governance platform can be realized only if Mobile

Payment, Citizen Grievance Redressal and G2G services (i.e. Govt. depts. using mobile

technology to improve the governance) are implemented by the state.

The G2G (Government to Government) services can help bring transparency, accountability

and efficiency in the overall governance provided the implementation is focused on

capturing the data at the point of origin which otherwise was not possible due to the

restrictions imposed by technology and cost.

Whereas, the mobile payment services (self and agent assisted) can help save significant

amount of citizens time.

The Citizen Grievance Redressal system can provide a platform for citizens to voice their

concerns and track it to completion using mobile application.

Mobile Governance initiative can also help Government create a large number of mini

citizen service centers by enabling the local “Kirana” Shops as trusted agents to provide the

necessary services to the citizens (mobile phone with an application – ex. Payment of utility

bills, request for re-evaluation of marksheet, request for certificates where no additional

documentation is required).

Standardization and Framework

Implementation of a common mobile governance platform requires creation of standards

and frameworks. The managed services provider and the IT department of the state

implementing mobile governance need to work together to create

• An API standards document for various departments to integrate with the platform

for services

• Security Guidelines for departments to follow

• Data Privacy to be implemented at the platform level

• Guidelines for enabling agent based payment

• Payment Reconciliation process document for mobile based payment transactions

• G2G Services - Mobile Device Security Implementation guidelines

• Service on-boarding and Customer Support process

This is an indicative list; various other uses of the platform like use of the platform for

marketing and communication, use of the platform for promoting innovation etc… are not

discussed here.

Conclusion

Though various state governments have started using mobile to interact with citizen, a

comprehensive mobile governance initiative is yet to take place. The benefits a common

mobile governance platform offers are immense but realizing those benefits requires careful

planning as well as buy-in from all the departments from the state.

mobile gov paper

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