e-Governance in Rajasthan

Sanjay MalhotraSanjay MalhotraSecretary & Commissioner, Department of IT&C

10th September 2011

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India: Governance ChallengesPopulous country with 1.2 billion people – long queues in all offices

Large country – 35 states/UTs, 600,000 villages - can we have offices

of all departments in all villages

Discretionary powers, jumping the queue

Corruption, lack of transparency,

Absenteeism, Poor supervision

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ICT offers solutions• Rapidly growing IT/Services sector &• Rapidly growing IT/Services sector &

Explosive Telecom growth – expandsh f G treach of Government

▫ More than 850 million subscribers as on 30th June’11di t TRAIaccording to TRAI

• Helps in building a rule based, FIFO,transparent system

• Reduces hassles of human interfaceReduces hassles of human interface

• Improves supervision - MIS

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State e-Governance Vision

"The Government of Rajasthan would leverageInformation & Communication Technology (ICT)not only as a tool for improving governance andemployment opportunities, but also moreemployment opportunities, but also moresignificantly as a means to enhance the qualityof life & bridging the socio economic divide inof life & bridging the socio‐economic divide inthe state."

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Strategy to Realize VisionFocus on Services & Service Levels• Focus on Services & Service Levels.▫ Business Process Reengineering & Change Management▫ Creation of Service Delivery Platform

• Capacity Building

• Emphasis on Public Private Partnerships

• Sharing of common infrastructure, software, using interoperable standards, UID

M j P li D i i

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Major Policy DecisionsThe Rajasthan Enterprises Single Window Enabling and • The Rajasthan Enterprises Single Window Enabling and Clearance Act, 2011

• Rajasthan Public Service Guarantee Act 2011• Rajasthan Public Service Guarantee Act, 2011

• All government departments to identify and roll-out e-service delivery of minimum two G2C services.service delivery of minimum two G2C services.

• Utilization of up to 3% plan funds by all government departments for e-governance.p g

• IT skills have been made mandatory for recruitment to the post of LDC and stenographers in State government.

• Incentive on obtaining RSCIT

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G2B Projects

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Single Window Clearance for IndustriesIndustries• Online submission of various forms

• Online approval and query for investment proposals

• Monitoring of Investment proposals

• Decision Support System with MIS Reports Decision Support System with MIS Reports

• Proposal tracking system and movement system

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Commercial Taxes• VAT-IT application has been implemented in the State • VAT IT application has been implemented in the State

using state funds.

• Project implemented in all 14 Zonal Head Quarters, 111 j p 4 Q ,Circles, 328 Wards. The project provides facility for:

▫ e-Registration System.

▫ e-Return Filing.

▫ e-Payments (with 5 Nationalized Banks).

▫ e-Refunds▫ e Refunds.

▫ e-Declaration of Inter-State Goods Movement.

▫ e-Communication with Department.

▫ e-CST Forms

E i D

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Excise Department• Complete automation including:Complete automation including:

▫ check on stock of excisable goods like liquor, LPH, Bhang etcBhang, etc.,

▫ online generation of permits by District Excise offices for various excisable goods (manual process for various excisable goods (manual process eliminated completely)

▫ online generation of transport permits by all ▫ online generation of transport permits by all manufacturing units across the State and linked with HQ and zonal offices.Q

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Mines & Geology • A comprehensive all-encompassing web based • A comprehensive, all encompassing web based

application that comprises of modules for

▫ providing on-line Lease Informationproviding on line Lease Information

▫ facility for internet based mapping of leased maps with associated features such as Forests, Settlements, , ,Water Bodies, Railways, and Roads, etc.

▫ Lease Application Processing

▫ Demand and Assessment

▫ Geographical maps; Mineral Maps; prospecting Geographical maps; Mineral Maps; prospecting information

e-Procuremente Procurement

• G2B service

• Transparency in Government procurements and orders• Transparency in Government procurements and orders

• Reduce cycle time, unnecessary paper work

• State‐of‐the‐art technological security based on Digital 

CertificatesCertificates

• Mandatory for tenders with order value more than Rs 50 lacs in 

1st phase (October 2011)

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G2C Projects

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SUGAM (Single Window)SUGAM (Single Window)▫ Efficient and transparent delivery through Single-

window of government services at collectorates and tehsil HQs

I l d i ll di i d h il HQ ▫ Implemented in all 33 districts and 247 tehsils HQs Services include various certificates like – bonafideresident caste birth / death pension etc and resident, caste, birth / death, pension, etc. and documents like arms licenses, land transfer, mutation]

revenue court notice] etc.▫ Total certificates being issued each month – 4 lakhs

e-Mitra/ CSCe-Mitra/ CSC• e-Mitra

El i i d li ki k l i i i i f b ▫ Electronic service delivery kiosks, novel state initiative for urban areas, launched in 2002

▫ More than 15 lakh transactions per month.▫ More than 774 Kiosks operational across the State▫ More than 774 Kiosks operational across the State

• CSC▫ Operational for B2C : 2314▫ Operational for G2C : 1683▫ Transactions Per Month : 3 Lacs

• Introduced issuance of digitally signed certificates▫ Bonafide certificate

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▫ Caste certificate▫ Income certificate

CSC: List of ServicesCSC: List of ServicesG2C Services B2C Services

o Payment of electricity bills, water bills. o E-Tickets of Railway & Airlinesy y ,o Online RSRTC bus ticketing of RSRTC*o Payment of various dues/fee of

Municipal corporation* o Payment of various dues/fee of

yo Payment of Land Line & Cell

One bills (BSNL)o Money Transfero Bill collection of Airtel o Payment of various dues/fee of

Rajasthan Housing Board*o Application for revaluation of marks for

Board of Secondary Education*Application for Ration Card Caste

o Bill collection of Airtel, Reliance, Tata Teleservices, Idea

o Financial & insurance services of ICICI BankOnline PAN Card Applicationso Application for Ration Card, Caste

Certificate, Bona fide Residence Certificate, Birth & Death Certificate*

o Access to Land & Revenue Records ( )

o Online PAN Card Applicationso Online L.P.G.-Gas Bookingo Prepaid Recharges (Vodafone,

Airtel, Idea, BSNL, Reliance, )(ROR)*

o Sale of Stamp Paper, revenue ticket, deed writing*

o NREGA Services

TATA etc.)o DTH Recharges (TATA Sky, Big

TV, Dish TV etc.)

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*These services are proposed / running in selective zone/ in process

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SUGAM (Public Grievance Portal)SUGAM (Public Grievance Portal)▫ Online submission of public grievances and queries by

citizen

▫ Online tracking system for citizen and departmental

authorities through

▫ webportal / e-mail / voice mail

▫ Online transfer of grievances and queries to concerned departments

▫ 6 seat Call Center is operational

▫ Total cases disposed in August 2011: 1161Total cases disposed since January 2011: 8446▫ Total cases disposed since January 2011: 8446

R j th P bli S i C i i Rajasthan Public Service Commission (RPSC)

• Complete automation of Recruitment Process

• Discontinued Manual submission of Applicationspp• Key Features

• Online registration and submission of application formsOnline printing of Admit cards/ hall tickets• Online printing of Admit cards/ hall tickets

• The service is available through CSCs/ e-Mitra kiosks and Internet.

• More than 10 Lac applications have been processed in last 3 months

• Being implemented for recruitment process initiated by • Being implemented for recruitment process initiated by Panchayti Raj Department

e SANCHARe-SANCHAR(e-Speech Application through Network for automated Communication Help And Response)

• Implemented in all 13 sub-treasuries of Jaipur districts

j bil l h i i l • Project uses mobile telephony innovatively integrated with ICT and yet simple in processAutomated voice calls generated to rural citizens • Automated voice calls generated to rural citizens under various beneficiary programmes:▫ Pensioners (Old-age Widow & Handicapped)Pensioners (Old age, Widow & Handicapped)▫ C.M. Relief Funds▫ SUGAM (PG)

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Registration and Stamps• Complete IT enablement of registration process of Complete IT enablement of registration process of

various documents on a Stand alone basis

▫ Implemented in 2005.p 5

▫ Registration process has been reduced to 30-45 minutes from 3-5 days.

• Pilot for anywhere registration implemented successfully in Jaipur district.

▫ State wide rollout is being undertaken

Land Records

• Implemented in 2003

• Key Features

• Discontinued Manual preparation of Jamabandi

• First state to host land records on the web – 2003

• Copy of ROR is being issued through

• 782 cyber café

All Mit /CSC Ki k• All e-Mitra/CSC Kiosks

• Way Ahead▫ Digital Signatures are being introduced to enable issuance of g g g

Online and Digitally Signed ROR

Arogya OnlineHMIS implemented in SMS Hospital, Jaipur

• being replicated in

Arogya Online

• being replicated in

o Jodhpur & Ajmero 15 district hospitals

A ti iti dActivities coveredOPD/IPD/Emergency RegistrationsCentral LABBillingBlood Bank

Benefits to Citizens:s C s• Online Access to patients investigation reports on Internet and

Wardso 1.60 lac hits within 12 months.

E bl d ff ti t l P f i l bl d d ith f Enabled effective control on Professional blood donors with use of Bio-Metric

Municipal Bodies

• Implemented in 2006-07 in 6 municipal corporations

• Complete automation of back office operations

• Service delivery systems in place forRegistration and Issue of birth & death certificates ▫ being delivered through all Zone offices as well as major

hospitalshospitals

public grievances ▫ 3 Seat Call Center is operational

L d H T A i SLease and House Tax Accounting System

Transport Department

• Implemented through NIC VAHAN i i l t d i ll RTO/DTO ffi▫ VAHAN is implemented in all RTO/DTO offices

▫ SARTHI is being implemented

Services covered • Services covered ▫ Vehicle Registration

▫ Tax Accounting▫ Tax Accounting

▫ Permits

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G2G Projects

LITES (J i D )

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LITES (Justice Department)▫ web-based litigation, information, tracking & web based litigation, information, tracking &

evaluation system

▫ used for monitoring progress of cases filed against used for monitoring progress of cases filed against government

▫ Implemented in 201 units under 45 administrative Implemented in 201 units under 45 administrative departments

▫ Accessed by approx. 1100 officers on daily basisAccessed by approx. 1100 officers on daily basis

▫ Approx. 1.4 lakh cases being monitored

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Treasuries• Integrated Financial Management System• Integrated Financial Management System

▫ being implemented by NIC in all the treasuries, sub-treasuries, HoDs & DDOs of the State treasuries, HoDs & DDOs of the State

▫ turnkey project of approximately Rs. 25 crore for end to end solution to end solution

▫ includes 12 major functions starting from budget preparation to expenditure reporting & AG interfaces preparation to expenditure reporting & AG interfaces.

▫ involves creation of necessary infrastructure and network through out the statenetwork through out the state.

e-Secretariate Secretariat

•FTMS implemented in some offices on pilot basis  

•Less Paper Office•Less Paper Office

•File tracking

• Option for workflow

•Improved MIS

Other G2G ProjectsOther G2G Projects

Assembl  Question Answering S stem   Assembly Question Answering System   

SIPF OnlineSIPF Online

SecLAN  to be expanded to SWANSecLAN, to be expanded to SWAN

e‐Librarye Library

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Projects on the Anvil

S P l d S S i State Portal and State Service Delivery Gateway (SSDG)y y ( )

Core infrastructure elementsState PortalState Portal

Single point of access for all servicesSingle Sign‐on

State Service Delivery Gateway (SSDG)Messaging Middleware on top of the infrastructureS l  I i   i h  i i  B k E d Seamless Integration with existing Back End 

Applications through Connectors

Go‐live anticipated in January 2012Go live anticipated in January 2012

e-Districte District

• Being implemented in two pilot Districts:  Ajmer & Jodhpur

• Expected date of completion: January 2012.

• Includes

• Backend computerization

• Integration with SSDG 

• Digitally signed Certificates

e-Districte DistrictServices

• Certificates: Domicile, Income, Caste, Birth, Death, etcCertificates: Domicile, Income, Caste, Birth, Death, etc

• Revenue Court: Case status tracking, Daily cause list, Copy of final ordery

• Land Record: Conversion, Seemagyan / Pathar Gadi

• Electoral: Addition/Modification/Deletion in electoral / /rolls, EPIC cards (New / Duplicate)

• Employment: Registration/Cancellation/Modification

• Right to Information Services

• Government Dues & Recoveryy

• Compensation & Relief

UID (AADHAAR)Aadhaar is a 12-digit unique number

Issued by the Unique Identification Authority of India (UIDAI), to all residents in India

Based on basic demographic and biometric information for an individualinformation for an individual

Significant enabler for e-Governance:Links various government databases togetherLinks various government databases together

Checks on PDS, Fertilizer subsidies, BPL benefits, KYC, No need for multiple forms of identity

Started in Rajasthan – multiple registrars.

Oth P j t i Pi liOther Projects in Pipeline•Social Security Pensionsy

•Online Booking of Bus tickets

•PDS

•PWD•PWD

•Rajasthan Housing Board

•NREG 

•Citizen Call Centre with one number for all service

G l

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Key Lessons: Governance is complex

Courtesy: NISG

Key Lessons: All the Four Pillars of eGov are importantp

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Lessons: Process

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Lessons: Process • There is space for e-Government where ever we

see symptoms of Poor Governancesee symptoms of Poor Governance▫ Air of Mystification, Long queues, Multiple visits

• Service is paramount Process is subordinate• Service is paramount, Process is subordinate▫ Focus on Services and Service Levels

• Don’t Translate a process, Transform a processp , f p▫ Simplify, Remove non-value steps, Minimize

manual interventions, Change Acts/Manuals• Consult Stakeholders – Internal & External• Parallel runs ensure failure of e-Gov efforts

M l k Di i l ▫ Manual systems overtake Digital systems

People

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People• Sustained leadership is critical to Success

C i i i i i k h d d i i▫ Create Vision, Prioritize, Take hard decisions• Build Internal Capacity – competencies with the

departmentdepartment▫ At Project & Program levels

• Build long term Capacities e-Gov Champions Build long term Capacities… e Gov Champions • Invest time in Project Development▫ Conceptualize, Architect, Designp , , g

• Replicate where ever possible… do not re-invent the wheel▫ Most importantly, the spirit of people driving the

project

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Technology

• Design Systems for Scalability, Reliability & Security▫ Non-functional requirements in addition to

functional requirementsE t t k b i• Execute on turnkey basis▫ Software application, hardware, software support

after Go-live, trainingafter Go live, training• Focus on User Experience▫ Design a delivery channel strategyg y gy

R

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Resources• Sustainability is a key concerny y▫ Design an implementation model for

sustainability: Financial, Organizational, Legal & T h l i lTechnological

• User charges can be powerful resource▫ Ensure Sustainability & Value for Money▫ Ensure Sustainability & Value for Money

• Explore Public Private Partnership▫ Combine Efficiency & Customer Orientation with Combine Efficiency & Customer Orientation with

Accountability▫ Develop Service Levels

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Conclusion• Leadership is a prerequisite• Leadership is a prerequisite

▫ Political support and Administrative will is ti lessential

• Process, People, Technology and Resources – all , p , gyare important

• Capacity Building is the need of the hour• Capacity Building is the need of the hour

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Rights Based Policy Frameworks

Right to Information

Right to Employment

Right to Education

Right to Food Proposed

Right to Public ServicesBack

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Projects

NeGPProjects

State ProjectsProjects

Core

SDC

Projects

• SUGAM (single window)• SDC• SWAN• CSC• SSDG

• SUGAM (single window)• SUGAM (PG Portal)• LITES• Excise Deptt.• Mines & Geology

MMPs

• e-District

• e-SANCHAR• e-Secretariat• Arogya online• RPSC• UIDe District

• OthersUID

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Infrastructure projects

Rajasthan State Data CenterRajasthan State Data Center

Core infrastructure element under NeGPCore infrastructure element under NeGP

Shared secure centralized repository of data & appsShared secure centralized repository of data & apps

Inaugurated by Hon’ble Chief Minister on 15 12 2010Inaugurated by Honble Chief Minister on 15.12.2010

Rajasthan State Wide Area Network j(RSWAN)

Core infrastructure elementCore infrastructure elementPoint to Point Leased Line Connectivity 

4 mbps at District Level (33)4 mbps at District Level (33)

2 mbps at Tehsil/Block Level (250)

6 kb  t   b   t D t t l Offi  ( 8 )64kbps to 2mbps at Departmental Offices (3381)

Scalable upto 34mbps at District level

l d lGo‐live anticipated in April 2012