Project 1 Study of IWDMS

Project Description
Government of Gujarat (GoG) wants to use e-Governance as the tool to improve the Accountability, Transparency & Effectiveness in Government administration. The Integrated Workflow and Document Management System (IWDMS) project has been implemented for the same through automating the government functions and processes at all levels of the administrative hierarchy. GoG has given stress to Change Management and Top-down approach for successful implementation of IWDMS project. IWDMS, an award winning project [ Annexure A ], provides Document Management, Workflow Management, Collaborative Environment and Knowledge Management in an integrated fashion and delivers an Electronic Workplace that result in productivity improvement in Government. The project initially covered all employees of the Government of Gujarat at New Sachivalaya, Gandhinagar. It is now being extended to the employees of the HoDs of the departments in Gandhinagar and Ahmedabad. In order to achieve Single File Management System across the state, IWDMS will be extended to all other HoDs in Gujarat in a phased manner. IWDMS has not only helped improve the accountability, transparency and effectiveness but also benefited the citizen's directly through applications such as Grievance Redressal, CM Relief Fund, Surat Disaster Assessment Survey, etc. and benefited the industry through applications such as Investment Monitoring System. IWDMS has facilitated to eliminate several steps required right from inwarding a physical correspondence till creating a file from it. IWDMS provides a central numbering system for all correspondences and files. This process eliminates registering of correspondences and files at each step for traceability and hence reduces the number of steps. All registers required to be kept are automatically generated through the system. Electronic drafts which are attached to files created in IWDMS could be edited at each level of submission and at the same time track can be kept of all the changes done by users at various levels. Moreover the time required to transport the physical file by clerks and peons is reduced to merely fraction of a second. IWDMS (Integrated Workflow and Document Management System) provides Document management, Workflow, Collaboration environment and Knowledge Management in an integrated fashion and delivers as Electronic Workplace that will result in productivity improvement in a Government Organization.

Objectives of IWDMS
Create an Office Automation System Enhance Productivity Enable Prioritization of work. Use IT as an enabler to help in daily work Design an efficient workplace Enable policy based Processing

Access Controls at all levels. Efficient & Transparent administration Ensure accountable, transparent and effective administration Use IT as an enabler for efficient workplace

Vision
To provide better service to citizens by improving the efficiency of Government employees by automating and streamlining the Government processes.

Stakeholders

Government Employees (Secretariat & HoDs) Government Departments Council of Ministers Citizens Total Solution Provider (Tata Consultancy Services Ltd.)

Comparison with Manual system

In the manual system, it was very difficult to find out with whom the files are pending, because of the large number of files in the departments. Now using IWDMS, this has become very easy. One can find easily by searching the documents by knowing the partial information of the files. The work pending with the officers and their down-line can be easily seen through the dashboard. The dashboard also provides drill down facility so that the officer can view with whom the files are pending. Thus transparency in the process of file processing has increased. In the manual system it was difficult to get the Government Orders (GOs) and Government Resolutions (GRs) for reference while taking decisions or providing noting on files. In IWDMS, these can be easily searched and referenced. Government Orders (GOs) and Government Resolutions (GRs) published by all the government departments are easily available through Reference Documents link in the system to the user in any department. Thus, IWDMS has helped to build a knowledge base enabling robust decision support system through Checklists & Access to Precedent Cases, Acts, Rules, Statutes, etc. IWDMS has facilitated to eliminate several steps required right from inwarding a physical correspondence till creating a file from it. IWDMS provides a central numbering system for all correspondences and files. This process eliminates registering of correspondences and files at each step for traceability and hence reduces the number of steps. All registers required to be kept are automatically generated through the system. Electronic drafts which are attached to files created in IWDMS could be edited at each level of submission and at the same time track can be kept of all the

changes done by users at various levels. Moreover the time required to transport the physical file by clerks and peons is reduced to merely fraction of a second.

Need for IWDMS

IWDMS project was necessitated to overcome the following hurdles: Person Dependency and difficulty in tracking and tracing of files and correspondence Lack of timely availability of relevant reference documents like Acts, Govt. Orders, Govt. Resolutions, Reports in required format High proportion of Establishment Work & problem of Inter-divisional Consultation Time-consuming Review and Approval Cycles Repetitive nature of manual tasks causing delay and tiredness Multiplication of file population & problem of prioritization of Files Time consuming process for manual preparation of reports

Applications
1. Core Application: The application of the core function is the backbone of IWDMS on which the common and department-specific applications are built. It covers functionalities such as Correspondence Creation, File Creation, File Approval, Draft creation, etc. [Annexure-B] 2. Common Applications: To address the automation of typical common processes like leave processing, loan processing, etc. across the Secretariat . [Annexure-C] 3. Department-Specific Applications: To address the automation of those processes which were specific to a particular department e.g. processing of Arms licensing, etc. 4. Knowledge Management System: To provide the repository for various Government documents like GO, GR, Notification, etc., which could be searched on the basis of the name, description, publish date, etc. 5. File Management System: For applications that cater to the file processing requirements such as inward/outward tappal, creating files and moving them, monitoring and tracking files, generating orders and maintaining record rooms for files & correspondences. 6. Dashboard: To provide an Executive Information System through which an officer could monitor and control the work done under his/her purview. 7. MIS: To provide customized reports in various formats which would cater to the day-to-day activities of the Secretariat.

8. Workflow Model: To have an organizational structure, which includes the hierarchy of people in the department, their roles, reporting relationships, the subjects they deal with and the sections they belong to. 9. Access Control: To provide access to various functionalities based on designation and delegation of powers.

IWDMS At High Level

Figure : IWDMS at High level

Implementation
IWDMS project can be successfully replicated in any government organization especially in India. After successfully implementing IWDMS in the State Secretariat, IWDMS has already been replicated in HoDs in Ahmedabad and Gandhinagar. The consultants for the project Tata Consultancy Services Ltd. have already replicated the project in other government organizations in India and are in process to replicate the same in many other government organizations. It is now in the Maintenance Phase.

Strategy for implementation

GoG has given stress to Change Management and Top-down approach for successful implementation of IWDMS project. IWDMS provides Document Management, Workflow Management, Collaborative

Environment and Knowledge Management in an integrated fashion and delivers an Electronic Workplace that result in productivity improvement in Government. The strategy adopted by Government for implementation of IWMDS project was to follow top-down approach. IWDMS was thereby implemented in Secretariat to set example and ensure continuous support from top leadership at all levels. Implementation at Secretariat was considered critical due to its vital encompassing areas including Policy Formulation, Allocation of Budgetary Resources, and Monitoring & Supervision. Moreover, Secretariat is also directly accountable to Legislative assembly. To ensure smooth implementation of project across various departments the implementation strategy comprised of two phases. With 12 selective departments in Phase-I, kick-off presentations were carried out for all employees in the departments. These presentations highlighted current scenario of document processing in a sample department and how rendering IWDMS services would eliminate the repetition of processes. Presentations and training programmes have been conducted across all departments, and are in progress in HoDs. The Government also gave priority to roll out core and common applications and set stage for roll out of department specific applications thereafter. The project initially covered all employees of the Government of Gujarat at New Sachivalaya, Gandhinagar. It is now being extended to employees of the HoDs of the departments in Gandhinagar and Ahmedabad.

IWDMS - Components

Figure: IWDMS - Components

Benefits
The major benefits of the project are as follows: Effective, efficient and transparent administration Building a knowledge base consisting of various Circulars, Acts, Precedents, Document, Reports, etc, thus enabling a robust decision support system Helps decision making through Checklists & Access to Precedent Cases, Acts, Rules, Statutes, etc Collaborative work environment Less Paper office Automates routine tasks Work flow / Business rules / Processes/ Reports Generation Maintenance of all registers Automatic generation of file number and tracking Work / Task prioritization Standardization of common process Reduced cycle times and dependencies 24*7 access Pictorial dashboard Provide a holistic status with drill down facilities Traceability and accountability of actions Audit trail Electronic personnel register Reminder and notification to officers Provides Interdepartmental interface

Reduction of Touch Points A time-motion analysis was carried out for determining time required in each event in processing a file. A comparative figure showing number of Touch Points in Manual system and IWDMS is as shown below:
Attribute Touch Points Cycle time of one File Manual System 46 1412 mins IWDMS 12 285 mins

Thus one finds that the number of touch points is much less compared to the manual system. The cycle time for processing a file has also been reduced by 80% in this case. IWDMS project has been implemented by Government of Gujarat (GoG) to improve the Accountability, Transparency & Effectiveness in Government administration through automating the government functions and processes.

Transferability IWDMS project can be successfully replicated in any government organization especially in India. After successfully implementing IWDMS in the State Secretariat, IWDMS has already been replicated in HoDs in Ahmedabad and Gandhinagar. The consultants for the project Tata Consultancy Services Ltd. have already replicated the project in other government organizations in India and are in process to replicate the same in many other government organizations.

Challenges
Overcoming the initial resistance by employees Large number of users with little computer knowledge Ensuring availability of requisite infrastructure consisting of computer hardware and connectivity for all users Having a modular design for easy maintainability Backlog and data migration But in this regard a great deal of effort has been made by the company so as to minimize these barriers. Before going live of the system training sessions were held followed by the hand holding sessions.

Status and Result

A. Present status Integrated Workflow and Document Management System (IWDMS) is implemented across the Government Secretariat, which ensures standardization of application and database. Detailed GAP Analysis has been carried out for all the Government Departments. GR issued for extension of IWDMS implementation for HoDs, Boards and Corporations. The coverage and usage for IWDMS as on 31st August 2008:

No. of Users No. of core modules No. of common modules No. of dept. specific modules Size of Database No. of Departments covered No. of HoDs (Ahmedabad & Gandhinagar) covered

5000+ 14 49 330 200 GB 25 92

Average No. of Transactions(Daily)1000 (Correspondence creation) 2600 Approx. + 200 (File creation) + 200(Communique) + 1200 (File/Correspondence/Communique Movement)

No. of tappals inwarded till date No. of files created till date No. of budget files for 2007-08 Knowledge base - No. of GO, GR, Circular, Acts, etc.

8,50,000+ 1,00,000+ 12,000+ 20,000+

B. Specific achievements during the year 2006-07 Rollout of 14 core & 37 common applications in all the departments of the Secretariat Rollout of 300+ department specific applications E-Budget: End-to-End State Budget Preparation through which o 8,909 budget files processed by 575 users o Budget proposal processing time reduced by 50% o Revisions in Budget proposals have been reduced by 50% o Real-time publication & online tracking of budget proposal Investment Monitoring System (IMS) MoUs o Successfully monitoring 364 MoUs worth Rs. 4.6 Lac crores o Two way status update, Investor updates application (for land, water, power etc.) via e-mail and system also automatically updates investor about status Disaster Assessment Survey (DAS) - Surat Floods o 85,000+ relief applications were processed in 20 days o Immediate issue of certificates to affected for obtaining loans o Tracking and reconciliation of relief package disbursal o Comprehensive Database created on various categories including photographs, video footages, etc. Grievance Redressal System o Disposal of 3,877 (86.54 %) out of 4,480 grievances received o Quick & efficient generation of the preformatted instruction letters Hon. CMs Relief Fund System o 2,378 cases processed and more than Rs. 7 crore amounts approved. o Single window system providing ease of submitting fund request IWDMS Best for Connected Government: PSTN Award at Government Technology Summit, 2007 C. Future plans: A strong foundation has been laid through IWDMS for providing better services to citizens, which has enabled backend computerization of all government departments and many HoDs. We are now in process of creating a portal, which will provide single sign on access to various stakeholders including the government officials and citizens. All the applications received through this portal would be processed internally using IWDMS and enable citizens to know the status of there applications on real time.