Governance reforms and IT

A practitioners’ experience with reference to “FRIENDS” &

“AKSHAYA”

Perception

o Public systems are ineffective, lots of red tape, procedural formalities, corruption, delay

• IT enabled systems are sleek, smart and effective

• E-governance would drastically change public systems

• It is the lethargy and resistance on the part of employees that hold back e-governance

Kerala –Background of IT enabled governance

• Lot of hype about e-governance• Clear understanding of government

essential• Government has to be looked at as

an organization within the socio-political context

• The deliverables of e-governance needs to be defined

Deliverables

1. Ensure that the government is more citizen friendly

2. Systems for data management and activities/processes dependent on the same (Elections- photo affixed rolls)

3. Improve transparency and social audit ( websites, call centers and bulk mailing to subscribers about government activities)

Improving citizen friendliness

• Citizen interaction with governance on three major aspects:1.Payments to be made to government-

taxes, duties2.Entitlements to be received from the

government- certificates,permits,licenses3.Information required from government-

jobs, schemes, programs

• Citizen focused governance needs to address these three aspects primarily

IT enabling the Citizen Interface

• Typically back end computerization essential

• This could be a long drawn affair• A workable interface which can

trigger back end computerization and prompt extensive outreach

• Initially focusing on payments and information

Friends

The objective

To induct a philosophyof service delivery in Government.

To treat the citizen as a valuable customer whopays for services, to betreated with respect

Friends Contd…

The objective

• FRIENDS an integrated electronic interface, where citizens can access Govt. services, pay bills & taxes & obtain information from Govt

• Multiple computer counters deliver services in a pleasant setting,with highly trained & motivated young staff.

• FRIENDS centers set up in 14 districts of Kerala.

• Works 7 days a week, 12 hours a day

Friends Contd…

• Financial Year 2000-2001 : Rs. 5.68 crores• Financial Year 2001-2002 : Rs. 52.39 crores• Financial Year 2002-2003 : Rs. 105.08 crores• Financial Year 2003-2004 : Rs. 158.77 crores• Financial Year 2004-2005 : Rs. 114.04

crores* ( * till October 2004)

Friends - Overall Picture

•No. of Visitors per day– about 1458 (19588)

•Expenditure per month-Rs. 34688(Rs;4.7 Lakhs)

•Collection per month – Rs. 96 Lakhs(Rs.11.13 Crores)

Friends – The Average Centre

Citizens:

• Single interface• Transaction time dramatically reduced to

3-5 minutes• Govt. open always• Treated with respect as a valued client• Corruption-free

Staff• Better service conditions, sense of

fulfillment

Friends – The Benefits

Government

• Improved perception of Government-

• 99% of Customers fully satisfied with FRIENDS

• Enhanced revenues- growth rate of 150 % per year

• Demonstration of advantages of IT induction

Friends – The Benefits ..contd…

• Only one center in a district• Free service and viability• Further expansion would require

more staff deployment• Extension/wider roll out has to be

on a non government owned mode

Friends – Limitations

• Big demand for roll out• The logic of such centers in rural

areas more to do with ease of access rather than convenience

• Working hours not the critical factor; but access is critical

• Connectivity issues; viability issues

Need for Organic Growth

• AKSHAYA was structured as a marginally unviable entrepreneurial venture

• Post e-literacy, Akshaya to be viable with IT enabled services

• E-Pay a major attraction• Home collection and remittance;

more IT services including training

Leveraging Akshaya

• Instead of blind PPP replication, integrated with Akshaya

• Ensures viability of Akshaya Centers• Internet banking by SBI• Now 105 centers in Malappuram;

one in each Panchayat• Gross collection Rs.30 Lakhs in 45

days

Akshaya- Reaching out to Citizens

Thank You !