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e-Governance

Blue Print & Frameworks


TANMOY CHAKRABARTY
B V S SUDHAKAR
GLOBAL GOVERNMENT INDUSTRY GROUP
TATA CONSULTANCY SERVICES LIMITED

Enabling
governance

Every Week Minnesotans send 13,000 emails to their Governor

75 % of Australians file their income tax over the internet.

A billion annual health insurance claims in France are now


submitted electronically

Brazilians vote electronically in all national and local elections

Monterrey tech provides online courses to 43, 000 students


throughout Latin America

Enabling
governance

So what's the alternative?


Or do we have any

Enabling
governance

The Building Blocks


e-

Everyone is talking about it

What is It? For Whom? Why? Where?

Everyone is doing it.

Where Do we stand? Where Are We Headed?

Many e-Gov initiatives around.

What Should be our focus?

N
A
N
C
E

E-Gov: Domain and Technology


What are the trends, standards and frameworks?
When you are around since so long
What are your experiences and what are the leanings?

e-Governance :
Introduction
e-Government stages
and e-readiness
Prioritizing e-Gov
initiatives
Domain and Tech. of
e-Governance
Implementation
Issues, Experience
Sharing and Lessons
Learnt
Enabling
governance

e-Governance: An
Introduction

What is e-Governance?
Whom is it for?

Where do we do it?

Why should we get into it?

Who all have done it (Best Practices) ?


Enabling
governance

What is e-Governance?

Enabling
governance

The transition
Industrial Era

Passive Recipients
Representative democracy
Secrecy, Info. drought
Post-event information
Broadcast, mass-based...

Information Age

Active Partners
Participatory approach
Transparency
Real-time participation
One-to-one...

Enabling
governance

Role of Govt. in Information


Age
e-Gov
strategies
(e.g. South
Africa)
e-SEVA

SmartGov

aponline.gov.in
Source:UN Report on Benchmarking E-Government: A Global Perspective
Enabling
governance

e-Governance: Definitions

e-Government (an Entity)

It is the Government which leverages on ICT to


instantly connect with its citizens, employees,
other governments and business units

e-Governance (a Process)

The process of doing government business which


leverages on ICT to better serve its citizens
through well connected infrastructure and well
informed & empowered stakeholders.

Enabling
governance

e-Governance: Definitions

e-Governance

Utilizing the ICT tools and the world wide web for
delivering Government information and services
to citizen and businesses. [Ref: UN]
Transformation of public sector, internal and
external relationships through net-enabled
operations, IT and communications to optimize
Government service delivery, constituency
participation and governance. [Ref: Gartner-24May 01]
Enabling
governance

Whom is it for?

Enabling
governance

e-Governance Stakeholders

Citizens

Government

As a policy maker and a service provider

Business Units

As a consumer [Availing certificates, paying utility bills,]


As a stakeholder [e-polling, online debates..]

As a client/partner/agent

NGOs and Other Private Players

As intermediaries in P-P-P Models.

Enabling
governance

e-Governance Stakeholders
Citizen

(www.aponline.gov.in)

Executive

Judiciary
e-Government
e-Government

Legislature

Government (SmartGov)

Business (Taxation-VASTIS)

Intermediaries in the P-P-P Model (Pvt. Players in e-SEVA)


Enabling
governance

e-Governance Stakeholders
G2C

G2G

G2B

24

hours on-line access to


government services to all the
citizens.

Interconnected

IT
infrastructure for all agencies
(e.g. common database)

24-hours

Boundaries

Electronic

IT

of government
departments invisible to
citizens.

registration and

achieving

workflows and
Access all governments
advanced multimedia
services via multipurpose cards communication tools.
Participation

in political
processes through instant
polling

Paperless

Re-engineered

and optimized
work processes.

one stop shop for


all Government information
services
based processing of all
business to Government
interactions.
Accelerated

and transparent
government decision process.
Improved

Quality and
Customer orientation of
Government Services

Enabling
governance

Role of Intermediaries

By 2006

5 fold increase in G2C transactions through


nongovernmental enterprises (intermediaries)
More than 80 % of the G2C services to be
provided by these intermediaries.

Source: Gartnernerwone/research/98300/98306/983063.html
Enabling
governance

Role of Intermediaries
(examples)

Income tax filing and payment services offered by


Banks, Insurance companies, trade and industrial
associations and accounting firms.
Car and driving license renewal offered by car
dealers
Passport renewal services offered by tour operators,
travel agencies, hotel chains and airlines
Land registry access, building permits and land tax
payment offered by real estate agencies
Reservations and tickets for museum, monuments
and exhibitions offered by travel agents, banks and
associations.
Enabling
governance

Where of eGovernance?

Enabling
governance

Where is e-Gov
Across Departments and Administrative Units
CENTRE
STATE
DISTRICT
MANDAL

OTHERS

FOOD & CS

EDUCATION

AGRI

TRANSPORT

HOME

R&B

FINANCE

VILLAGE/COMMUNITY
HEALTH

Enabling
governance

Why of e-Governance?

Enabling
governance

Why e-Gov

Objectives of e-Governance:

Use IT as a vehicle to create a knowledge


society leading to the improvement in life of a
common man

To enhance the citizen service delivery


To improve the internal efficiencies of the
Governance/Administrative units
To make the Governmental operations more transparent

Enabling
governance

Why e-Gov

Benefits of e-Governance:

Improved the internal efficiencies of the Governance/


Administrative units. [SmartGov]

Enhanced workflow
Better Documentation Management
More knowledge based policy formulation
Collaborative inter-departmental real time information sharing

Enhanced citizen service delivery

Wider Information dissemination [Schemes on state portals ]


Reduced time and cost [e-procurement and Bhoomi]
Pleasant interaction with the administration [e-SEVA of AP]

Enabling
governance

How of e-Governance?

Enabling
governance

Roadmap
Think Big

Vision
Big Picture
Meticulous Planning
Change Management
Governance Process
re-engineering

Start Small

Proof of Concepts
Pilots
ROI on Pilots

Scale Fast

Use PPP
Model
State and National
rollouts

(Public Private Partnership)

Enabling
governance

Roadmap
WISDOM
KNOWLEDGE
INFORMATION
DATA
MIS

OTHERS

FOOD & CS

EDUCATION

AGRI

TRANSPORT

FINANCE

HEALTH

R&B
HOME

MANDAL

TRENDS

COLLOBORATION

STATE

DISTRICT

BUDGETS

REPORTS

BUDGETS

ESTIMATES

COLLOBORATION
REVENUE

FINANCE

CITIZEN

P
O
L
I
C
I
E
S

Enabling
governance

Recognized Best Practices


in
e-Governance Domain

Enabling
governance

e-Gov : cases

G2C services:

e-Portals: GramSampark (MP) and Lokmitra (HP)

e-records: BHOOMI (Karnataka)

Dissemination of local information to citizens


computerization of land records for securing title deeds
and reducing disputes

e-citizen services: e-Seva (AP), FRIENDS(Kerala)

e-single window citizen services for utilities and licenses

Enabling
governance

e-Gov :Cases

G2G services:

SmartGov (AP)

OLTP

Increasing internal efficiencies at secretariat by knowledge


sharing, workflow atomization and document management
systems
Increasing interdepartmental coordination and efficiency at
district level

G2B services:

e-Procurement.gov.in (AP)

Electronic procurement of goods and services online (1000


Crores +)
Enabling
governance

The Building Blocks


e-

Everyone is talking about it

What is It? For Whom? Why? Where?

Everyone is doing it.

Where Do we stand? Where Are We Headed?

Many e-Gov initiatives around.

What Should be our focus?

N
A
N
C
E

E-Gov: Domain and Technology


What are the trends, standards and frameworks?
When you are around since so long
What are your experiences and what are the leanings?

e-Governance :
Introduction
e-Government stages
and e-readiness
Prioritizing e-Gov
initiatives
Domain and Tech. of
e-Governance
Implementation
Issues, Experience
Sharing and Lessons
Learnt
Enabling
governance

Global Perspective
Stages of e-Government

Source:UN Report on Benchmarking E-Government: A Global Perspective


Enabling
governance

Global Perspective

e-Gov stages: Moving Up The Value Chain


Transformational
City Civic
Centers

Transactional

Benefits of
e-Gov.

Paid Services

Paid Services

Dues Payment

Dues Payment

Interactive

Informative
Whos Who,
Tenders,
Schemes

Grievance,
Community Clubs

Grievance,
Community Clubs

Grievance,
Community Clubs

IVR based status

IVR based status

IVR based status

Whos Who,
Tenders,
Schemes

Whos Who,
Tenders,
Schemes

Whos Who,
Tenders,
Schemes

Level of Interaction
Enabling
governance

Global Perspective
Where do we stand?
INDIA

Source:UN Report on Benchmarking E-Government: A Global Perspective


Enabling
governance

Global Perspective
The Road Ahead
Moving Most of the
e-services to econolegal transactions.

Source:UN Report on Benchmarking E-Government: A Global Perspective


Enabling
governance

Global Perspective
The Road Ahead

Online tax payment.


Online Passport application [Not Just status Checking]
Online application and availability of NoC from law
enforcement agencies
Online payment of utility bills in all municipal
corporations.

Enabling
governance

e-Readiness
What is e-readiness?
Based on Sens Capability Approach and Browns Information Based Approach-

It is the preparedness of states to provide Governance


equitably and cost effectively and the capability reflected in the
degree of integration of the deprived segments of society attain
after application of ICT as an e-Governance tool. Apart from
this, the ability of the state to provide business, the capability to
participate in the provincial level digital economy and further
networking with the national level digital economy.

Source:India E-Readiness Assessment Report 2003 by NCAER&IMRB under DIT, GoI


Enabling
governance

National e-readiness
E-Readiness Categories and Indicators

E-Governance is only a subset of it. [Only one of the indicators of the index]
Source:India E-Readiness Assessment Report 2003 by NCAER&IMRB under DIT, GoI
Enabling
governance

Global E-readiness
UNs E-Government Index 01

E-Gov Index 1.29 [Global Index 1.62]


What it means
Minimal e-Gov Capacity
Ranked 77 of 133 countries Surveyed

Source:India E-Readiness Assessment Report 2003 by NCAER&IMRB under DIT, GoI


Enabling
governance

Global E-readiness
Global Information Technology Report 02-03
India - 37th [2002-2003]
India - 54th [2001-2002]

Enabling
governance

National E-readiness
India: E-Readiness Index 2003

Source:India E-Readiness Assessment Report 2003 by NCAER&IMRB under DIT, GoI


Enabling
governance

National E-readiness
India: E-Readiness Index 2003---The Road Ahead
Move up the value chain in the e-Governance stage.
(Interactive to Transactional)
Improve on the ICT infrastructure of departments/
administrative unit.
Train the employees on use of ICT tools.
(Value Proposition:improve the internal efficiency of the
Governmental organization.)
Use ICT tools to enhance learning at academic and
practicing institution. (Value Proposition: Availing best of
the resources at least possible cost in least possible time).
Enabling
governance

National E-readiness
Challenges
It is difficult,
It is costly,
It is Complex.
True Sir, But Then..

Rome Was Not Built in a Day


Enabling
governance

The Building Blocks


e-

Everyone is talking about it

What is It? For Whom? Why? Where?

Everyone is doing it.

Where Do we stand? Where Are We Headed?

Many e-Gov initiatives around.

What Should be our focus?

N
A
N
C
E

E-Gov: Domain and Technology


What are the trends, standards and frameworks?
When you are around since so long
What are your experiences and what are the leanings?

e-Governance :
Introduction
e-Government stages
and e-readiness
Prioritizing e-Gov
initiatives
Domain and Tech. of
e-Governance
Implementation
Issues, Experience
Sharing and Lessons
Learnt
Enabling
governance

Where do we stand?
Status

Road Ahead

e-Government Stage: Interactive Transactional->


Seamless
e-Government Index: 79/133

Enabling
governance

Our Focus

Collectively move up the e-readiness and


e-Government Stage Ranking and contribute
in enhancing the Good Governance.

Enabling
governance

Outlay for National Plan


Total Outlay for 2003-2005 - Rs. 2550 Cr.

FIs: Financial Institutions


DAR&PG: Department of Administrative Reforms and Public Grievances.

Source: Presentation by JS, DIT,GoI at 7th National e-Gov conference


Enabling
governance

Focus Areas of the MIT, GoI


Center-

State-

Integrated-

Income Tax

Land Records

E-commerce

Passport

Road Transport

E-Busimess

DCA

Property Reg.

Insurance

Agriculture

Common Service
Centers

Citizen dB

Treasuries

Excise

Municipalities

Pension

Gram Panchayats

Banking

Police

India Portal
Development
Gateway

Source: Presentation by JS, DIT,GoI at 7th National e-Gov conference


Enabling
governance

Roadmap for core Mission


Projects of GOI

Transition : Manual-Parallel-Electronic (Go


Live)
Scale Up: Single location-multiple locationsstatewide-countrywide
Delivery Mode: Over the counter-remote
delivery (anytime,anywhere)
Timelines : No step more than 1 year.
Source: Presentation by JS, DIT,GoI at 7th National e-Gov conference
Enabling
governance

Prioritization Framework

Three Step Prioritization Framework

Step 1 : Identify projects from available Areas of


Opportunity

Step 2 : Evaluate each project based on (a)


Strategic Importance and (b) Feasibility

Step 3 : Rank Projects on the criterion of selection


and plot them to choose the priority projects.
Enabling
governance

Prioritization Framework

Prioritization Framework

Strategic Importance
Strategic Fit

Degree to which project fits in with Provincial Growth Strategy & Vision

Quick Turnaround

Degree to which the Project will be able to deliver results from date of
implementation

Need for Project

Project Need in terms of scale of benefits derived and urgency of requirement to


fill the existing gap

Visibility and Impact

Degree to which the initiative promotes the positive image of the Government to
its Stakeholders

Leveragability for existing


applications

Degree to which the Project will enhance exiting IT Systems or Degree to which
the project will build upon the existing IT Systems

Availability of COTS

Relevance of application of Customized Off-the-Shelf Products

Feasibility

Technology Requirements

Technology Requirements for Project implementation

Organization Readiness

Degree of change required in the Organization by the initiative and the


organization readiness to absorb the Project change requirements.

Project Risks

Project Risk in terms of the investment, project duration, estimated benefits,


technology, organization change management etc

Project Cost

Estimated overall cost of the initiative with consideration to cost of acquisition


and total cost of Ownership

Ease of Implementation
(Project size and complexity)

Project Size in terms of resource intake. Degree to which the initiative requires
special skills and expertise

Enabling
governance

Prioritization Framework
Parameter

Weight (%)

High

Medium

Low

Strategic Importance

Strategic Fit

20

Quick Turnaround

15

Need for Project

25

Visibility and Impact

20

Leveragability for existing applications

10

Availability of COTS

10

100

Total

Feasibility
Technology Requirements

15

Organization Readiness

30

Project Risks

25

Project Cost

20

Ease of Implementation (Project size and


complexity)

10

100

Total
Strategic Importance
Feasibility

: Overall Weight = 55 %
: Overall Weight = 45 %

Enabling
governance

Prioritization Framework
High

PURSUE (II)

TARGET (I)

Strategic
Importance
DEFER (IV)

CONSIDER (III)

Low
Low

Feasibility

High
Enabling
governance

The Building Blocks


e-

Everyone is talking about it

What is It? For Whom? Why? Where?

Everyone is doing it.

Where Do we stand? Where Are We Headed?

Many e-Gov initiatives around.

What Should be our focus?

N
A
N
C
E

E-Gov: Domain and Technology


What are the trends, standards and frameworks?
When you are around since so long
What are your experiences and what are the leanings?

e-Governance :
Introduction
e-Government stages
and e-readiness
Prioritizing e-Gov
initiatives
Domain and Tech. of
e-Governance
Implementation
Issues, Experience
Sharing and Lessons
Learnt
Enabling
governance

Domain Frameworks

Enabling
governance

Frameworks for e-Gov


ORGANIZATION
ORGANIZATION
ANALYSIS
ANALYSIS

Generic
Gap
Analysis
Framework

BENCHMARK
BENCHMARK

AS IS
AS IS

CAN BE
CAN BE

GAP
GAP

CONSENSUS
CONSENSUS
WITH TOP
WITH TOP
MANAGEMENT
MANAGEMENT
REGIONAL/
Customization
LOCAL
of
CONDITIONS
Best Practices

TOBE
BE
TO

VISION,
Systems to
GOALS, &
be Built
OBJECTIVES

GROWTH

To
be
PLANS
Standardized

Enabling
governance

Domain Frameworks
Caselet: IT for Disaster
Management

Enabling
governance

Disaster Management Cycle (DMC)


Preparedness

Warning

Disaster

Relief

Rehabilitation

Recovery

Web
Resources

IT Solutions

Applications

Databases

Hardware

Available With
/Accessible to GSDMA

Available with Others


but Not GSDMA

Y
Standardize to ensure
Replicability

Humanware
Commun.
Networks

N
N
Not available and Can
Not be Customized

Y
To be Customized for
Gujarat state

Y
To be Built for
Gujarat state

IT Applications in Preparedness Phase

IT in DM
Enabling
governance

Disaster Management Cycle (DMC)


Preparedness

Warning

Disaster

Relief

Rehabilitation

Recovery

Web
Resources

IT Solutions

Applications

Databases

Hardware

Humanware
Commun.
Networks

IT in DM
Enabling
governance

Technology Frameworks

Enabling
governance

Technology Environment
INTERNET SERVICE PROVIDERS /
APPLICATION SERVICE PROVIDERS

APPLICATIONS

SECURED ELECTRONIC TRANSACTION SERVICES (SETS)

COMMUNICATION INFRASTRUCTURE

LEGAL, REGULATORY AND ADMINSTRATIVE FRAMEWORK

In addition, an environment that fosters creativity


and people who can use IT
Enabling
governance

Solution Consideration
Simple / Friendly

Cost Effective
Citizen Centric

Simple
Moral
Accountable
Responsive
Transparent

Secure

Scaleable

Robust
Re-Usable

Incremental Deployment

Enabling
governance

FOOD & CIVIL SUPPLIES

Solution Architecture

DISTRICT

FINANCE

HOME

EDUCATION

SECRETARIAT

TALUK/MANDAL

BUILD ONCE, DEPLOY MANY TIMES


DISTRIBUTED ARCHITECTURE
ON NETWORK
WIRED GOVERNMENT
INFORMATION TRANSPARENCY
CONFIGURABLE

Build Simple, re-usable systems & replicate in other areas

Enabling
governance

e-Gov Conceptual
Architecture

It must address:

Citizen Centric Model.


Unified architecture by consolidating competing standards.
Multi channel interaction support
Islands of fragmented, redundant information.
Flexible interaction, integration.

Enabling
governance

e-Gov Conceptual
Architecture
Indian Post

Enabling
Source: Gartner Report on IT
architecture
governance

Technology Areas
Back End
Workflow Based
Knowledge Management
Data Exchange in a secured fashion
Integration of Information Structured and unstructured
Security

Front End
Personalization
Positive Identification
Simple Device Interface

Others
Call Centers
CRM
Enabling
governance

Cost Components
Hardware Costs

Initial Cost of the hardware


AMC from the date of purchase
Trends- Same hardware at lesser price.

System Software Costs

Initial Cost for software


Product Updates and Upgrades Cost
Trends- Per user license.

Service Cost

Development of the solution


Maintenance
Enabling
governance

Challenges
Technology
Processes
People

Enabling
governance

Challenges
Technology:
Authentication [Opening the unauthenticated tenders and bids]
Privacy
Security

[Multi purpose household data survey]


[Monetary Transactions like payment of utility bills]

Digital Divide

[Denial of access to services to citizens in remote areas]

Enabling
governance

Challenges
Process:
Long gestation period--- (slow process.)
Resource Constraint --- (Financial, Human resources, facilities)
Mere automation--- (Inefficient processes automated instead of processes reengineered).

Lack of strong business case--- (Revenue Models)

Enabling
governance

Challenges
People:
Transition Management
Frequent change of heads of departments/admin. units
Lack of ownership
Ever changing priorities
Resistance to sharing data
Skepticism from citizens due to delay in getting widespread tangible
benefits.

Enabling
governance

Key Learnings
Objectives and deliverables of the IT initiative defined.
Major improvements in services possible but not easy.
Build Fast but step by step.
Do not automate inefficiencies, re-engineer them.
Everyone hates transition and not the change.
Strong and stable leadership is essential for the sustainability of
the initiatives.

Enabling
governance

Critical Success Factors


Political commitment & will
Legal, administrative and institutional framework
Strategic win-win Public-Private-Partnership (PPP).
ICT infrastructure (Back-end infrastructure and Access points)
Governmental Process Re-engineering (GPR)
Transition Management (TM )
Continuity planning and EXECUTION.

Enabling
governance

Asking on what are the benefits of eGovernance? at this stage is like asking
the Wright Brothers about the Frequent
Flyer Programme

--- Chief Dreamer, Disney

Enabling
governance

The Building Blocks


e-

Everyone is talking about it

What is It? For Whom? Why? Where?

Everyone is doing it.

Where Do we stand? Where Are We Headed?

Many e-Gov initiatives around.

What Should be our focus?

N
A
N
C
E

E-Gov: Domain and Technology


What are the trends, standards and frameworks?
When you are around since so long
What are your experiences and what are the leanings?

e-Governance :
Introduction
e-Government stages
and e-readiness
Prioritizing e-Gov
initiatives
Domain and Tech. of
e-Governance
Implementation
Issues, Experience
Sharing and Lessons
Learnt
Enabling
governance

e-Gov offerings
Solution Areas

TATA's offerings

Office Mgmt
Portal
Finance
Revenue VAT

SMARTGOV
APONLINE Framework
IFIS, AG's Office
VASTIS

Police

Police Station
Computerisation
Maharastra Portal,
Consultancy
PHC Back Office

Tourism
Health
Co-operative
Banks
CMIS
Engineering

Housing

Sarkari Gram Vikas


Bank
SMARTGOV CMs
Dashboard
Land Acquisition,
Project Mgmt,
Accounting
Urban Planning,
Property & Estate Mgmt

Irrigation
Employee Mgmt
Temple Mgmt

Payroll, HRMS
TASS

e-Khazana
CISTT, Octroi

CTS (with
VAT)

e-Cops, CRIMES,
FACTS
VISTA
India Health
Project
SAMBAYA

Healthkit

Mukya Vahini
Construction Mgmt

LANDS for
development
Authority
Construction
Mgmt, SCADA

DPIS,
PUPIS
GWIS
HRMS

Endowments
Mgmt

Enabling
governance

Disclaimer

The presentation material and the films


shown here are only for understanding the
concepts
Presentation material may refer to political
leaders and personalities who are not in the
power or not in the same portfolios as of
today

Enabling
governance

Caring Gov Launch

Enabling
governance

Government Workflow
Automation
AP Secretariat

Enabling
governance

Enabling
governance

Citizen Portal

APOnline

Enabling
governance

APOnline Launch

Enabling
governance

e-Governance is a Journey and not a Destination


Thank You
Enabling
governance

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