leveraging on gic to make the govt citizen freindly

~Government Information Centre~

A Flagship eGovernment Project and a Success Story of Sri Lanka

Wasantha DeshapriyaDirector

Re-Engineering Government ProgrammeInformation and Communication Technology Agency of Sri Lanka

www.icta.lkwasantha@icta.lk

at http://twitter.com/Wasanthadesha

How it began?

● Even being a very senior government officer, could you find the exact

information that you are looking for?

● Could we have all necessary information at a common place so we could retrieve it

easily!

Official launch – 26th August 2006

A Success Story?● People friendly Government;

Provides information through call centre

– On over 2000 govt services

– In 3 languages / highly courteous manner

– 12 hours x 365 days

– @ 98% satisfaction rate

– Annually over 1.5 mn citizens

– Costing less that 10 rupees per call

● Provides rich Information through website

● Facilitates submission of complaints/ grievences

5

Flagship project?

● The highest success rate

● Low cost. Highest return/outcome

● A solution for the language issue of govt

● National and island-wide coverage

● Internationally famed, rewarded

6

Another Aspect; “Digital Intermediary”

Source: TRC of Sri Lanka

High Mobile Penetration; low Internet penetration.All web based information inaccessible to majority

7

Railway Schedule

8

Railway Schedule

GovSMS services

Check Railway schedule from “Galle to Colombo Fort”

To: 1919Slrd train gle fot

(2011-08-03 13.03.23 hrs)

SEND

GovSMS services

Check Railway schedule from “Baticaloa to Colombo Fort”

From: 1919Train form Galle to

Colombo Fort; 03:30:00 hrs Monday to Friday,

04.15.00 hrs Saturday & SundayRates; T:1C Rs 340

T:2C Rs 180T:3C Rs 100

Foreign Employment Opportunities

GIC provides web information to ICT illiterate citizens to make their

lives better!

In comparison (in June 2011)

Web hits SMS GIC CallsRailway Schedule 456 30 10947Foreign Employment 382no SMS 5646

Top 10 available organizations: June,2011

Organization Sinhala Tamil English Total Total%

SriLanka Railway Department 10947 194 198 11344 12.17

Department of motor traffic 8528 145 123 8799 9.44

Department of Police 6118 88 73 6299 6.76

Divisional secreteriat 5895 107 62 6071 6.51

Sri Lanka Foreign Employment Bureau 5646 139 29 5823 6.25

Department of Immigration & Emigration 4679 131 137 4949 5.31

Department of Registration of a Person 3453 117 35 3607 3.87

Ceylon Electricity Board 3272 54 30 3370 3.61

Department of Examinations 3220 74 26 3324 3.57

Ministry of Education 2838 61 23 2929 3.14

Is all well at GIC?Organization coverage is narrow!

● Organization coverage narrow! Ministries 19Departments 49Statutory Bodies 49Divisional Secretariats 1Provincial Councils 2Local govt 4Govt Banks 12Total 125

High number of calls for not covered organizations (June 2011)

Organization Sinhala Tamil English

Ministry of Health 1178 18 12

1035 39 17755 23 23

Army Headquarters 711 1 1533 7 19

Ministry of Higher Education 479 6 5

National Water Supply Board 452 10 14

440 11 6

Parliamentary Complex 430 14 6

393 21 19

Telecommunication Regulatory Commission of Sri Lanka

Ministry of DefenceMinistry of Economic Development

Ministry of Local Government & Provincial Councils

Airport & Aviation Services (Sri Lanka) Limited (Bandaranaike International Airport)

Slow Service manual updates

201120102009

2011- 44%2009 - 24%

2010 - 32%

Original Manual Translation

Availability English Sinhala Tamil

Available 98 112 32

Not Available 27 13 93

Total No of organizations

125 125 125

Content update Translation period(9th May-15th July)Organization No. of updations received Progress Language

Department of Labour 14 updated E/S

Department of Manpower and Employment 05 updated E

Department of Forest Conservation 09 updated E

Department of Registrar of Companies 06 updated E/S

BOI 07 updated E/S

Sri Lanka Legal Aid Commission 01 updated E

Ministry of Parliamentary Affairs 05 updated E

Department of Police 91 updated E/S/T

Department of Export Agriculture 24 updated E

Department of Elections 02 updated E

National Savings Bank 01 updated E

Department of National Museums 01 updated S

Lanka Puthra Development Bank ltd 02 updated E

Department of motor traffic 04 updated E

Sri Lanka Customs Department 01 updated E

Progress of complaints escalation through call center period(9th May-15th

July)Organizations Total no. of

complaintsAnswered received

Forwarded to Category

Ministry of Health 6 0 ICTA N/A

Public Service Commission 2 2 ICTA N/A

Department of Irrigation 1 0 ICTA N/A

Sri Lanka Foreign Employment Bureau 4 0

Contact person

Available

Divisional Secretariat

6 0

Contact person

Available

Electricity Board

5 3

Contact person

Available

University Grants Commission 1 0

Contact person

Available

Tertiary & Vocational Education commission 1 0

Contact person

Available

Department of Labour 4 4

Contact person

Available

Urban Development Authority 1 0

Contact person

Available

Department of Police

3 1

Contact person

Available

Credit Information Bureau of Sri Lanka (CRIB) 1 1

ICTA N/A

In summary ● GIC is a win-win project for all around

However

● Not providing information to GIC

● Not translating content

● Not updating manual and GIC web content

● Not translating updates

● Finally not providing more and moreeServices

● Reduces the Citizen friendliness of Govt

and citizen's trust in GIC

Thank You!Questions?