study of citizen centric e-governance projects in...
TRANSCRIPT
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6.0 Conclusions and recommendations:
Analysis of the study:
1.0 Funds allocation:
The e-governance projects are able to sustain if project funds are allocated on
time and are adequate. Most of the projects require huge funds and fund
estimates are generally not accurate hence rectification in yearly fund allocation
is essential. Project duration for large scale projects is in several years so it may
require replacement of hardware platform.
2.0 Objectives of the citizen centric e-governance projects:
Objectives are defined mostly from organization‟s point of view. Hence, even
successfully implemented e-governance projects are not creating impact on
society. Marginal benefits in terms of time saving or availability of documents /
certificates are experienced by Citizens.
Transparency in decision making or reduction in corruption is hardly noticed.
Objectives hardly touch up on improvement in decision making process based on
business intelligence or data mining software features using available correct
data.
Citizens feedback mechanism methods are not defined which can improve e-
governance applications on continuous basis.
Even if objectives are defined correctly from Citizens‟ point of view they are
hardly achieved.
3.0 Correctness of data:
Correctness of vital data is not ensured near to 100%. Error rates more than 10%
are noticed even after release of services. This reduces faith in e-governance
system. Citizens have to deal with wrong documents issued to them. They only
have to follow up again and again with government for correction of information.
This increases harassment. Cost for Rectification of errors in e-government
procedures will have to be borne by Citizens.
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Data correction procedures and their certification procedures are not considered
as transactions in e-governance applications. Hence corrective actions take long
time.
4.0 Discontinuation of manual system:
Even after rollout of e-governance application, it is observed that manual
procedures are continued for longer durations in some cases. Government
services such as issue of 7/12 extracts are continued to be offered manually and
also computerized services at computer centers simultaneously for more than
three years. The base data for both the systems is different. One is manual (hand
written land records) and other one is computerized data base.
Discontinuation of manual services may create initially some data problems, but
proved to be essential to maintain correct data. Property card services are fully
operational only based on e-governance application, hence these services are
well accepted by citizens and also percentage of data correctness is nearing to
100%. Manual services were discontinued in the early stage of implementation of
property card system.
5.0 Hiring services of BOT vendors:
Services of BOT vendors are opted to set up citizen centers, for execution of
data entry work and offering services at Citizen Center. This has helped to
complete the projects, but also added new problems of corruption, service
delays, data security etc.
6.0 Part implementation of e-governance applications:
If all modules are not implemented due to various reasons, it reduces impact of
implemented modules drastically. For example, issue of 7/12 extract is
computerized but not mutations process. Application submission for civil
department is computerized but not services. Complaints can be registered but
solutions are not provided or informed.
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Large number of decision making reports and queries are designed in software
modules but hardly any use is noticed while decision making at senior officer
level as they are even not aware of these facilities.
7.0 Sharing of databases / interaction across departments:
One of the project objectives defined in all e-governance applications is to share
data across various departments, but almost no data exchange or sharing is
noticed in e-governance applications. Web-sites also do not provide access to
summarized data.
8.0 Regular enhancements in e-governance application:
It is noticed that software issues are not taken care off after roll-out of the
application. Only bug fixing issues are resolved, but no further enhancements are
planned to improve quality of software based on field level experience. Software
bug reporting and its analysis are not done.
9.0 Transfer of project leader / departmental head:
E-governance projects are fully dependent on personalities and their innovative
ideas. If project leader who has initiated the project is transferred at any stage
even after roll-out, project affects seriously.
10.0 Delays at government level to amend laws:
Acceptance of computerized documents requires law to be amended
appropriately. Also discontinuation of manual documents requires changes in the
law. This stage takes years together due to which e-governance projects can not
be rolled out completely.
11.0 Functioning of committees:
Technical or coordination committee functions only till roll-out of the application.
Issues in implementation stage remain unsolved.
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12.0 Integrated approach:
It is not possible to include all functions of the organization in e-governance
application at the beginning, hence projects are divided in stages, but it is noticed
that only one or two stages are developed and implemented. Hence, full benefits
are not realized.
Integration across the departments for data exchange and service integration is
not noticed in majority of e-governance applications. Citizen centers are opened
separately for each department which consumes huge funds and citizens still
have to visit number of Citizen Centers for availing services.
One of the entrepreneurs in Aurangabad is offering paid service to get
computerized documents issued from various Citizen Centers. This indicates that
complexities are still continuing and citizens require middleman services to deal
with government.
13.0 Decision makers / political members’ involvement:
Large scale decisions are taken by political bodies associated with government
organizations. But their involvement in e-governance project is at minimum level.
Corporation members are not aware of e-services and their benefits.
14.0 Documentation:
Documents are prepared at the beginning but not updated over the period.
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Recommendations:
Project objectives should be defined as per constitutional rights to improve
quality of life for Citizens.
There should be only one Citizen Center at field level offices covering
services of all departments. But depending of the need these facilities can be
offered at multiple locations.
Large scale integration of data, services and e-governance applications is
essential to offer services at one place.
Citizens both literate and illiterate are not aware of e-governance facilities.
Continuous campaigning efforts are required to make citizens aware.
Web-sites are not used more than 5 to 10% by citizens, hence its
popularization is essential. Lots of features are required to be added in the
web-sites useful to citizens to make them usable.
Almost all e-governance applications and web-sites has feature to lodge a
complaint but hardly any complaints are solved on time or answered.
E-governance applications should be enhanced based on request from
citizens to include services demanded by them.
Manual services should be discontinued within few months after release of e-
governance services. Running two independent systems will create additional
disputes. Citizens will be confused regarding which method to be availed.
Government staff involved in manual service delivery also should be
associated in offering e-governance services. Their domain experience over
last several years in manual operations is essential to be used in resolving e-
governance issue of services.
Citizen centers should be at convenient locations to ensure transport cost is
not added due to use of ICT.
Fees for services should be based on citizens‟ feedback, manual fee and
actual expenditure.
Power problems are serious at village level. UPS solution is must to offer
services on time and reducing citizens‟ repetitive visits for the same work.
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Sharing of information across departments is essential for better serving to
citizens. Committees at government level are required to be set up to define
guidelines to share data across departments. As per RTI (Right to
Information) law information has to be shared. Automatic electronic data
exchange features are essential to be added in the e-governance
applications.
Monitoring and evaluation reports should be automatically generated with out
any manual action for all field level offices which should replace manual MIS
reporting for e-governance applications.
Online Examination e-governance application is running at 627 centers in
Maharashtra which is based on usage of networking connectivity. This
demonstrates availability of ICT at almost all places in Maharashtra. Hence,
web based applications can be planned for citizen services.
PMP‟s (Project Measuring Parameters) should be defined and should be
derived using databases for continuous improvement of e-governance
applications.
Periodical review of projects should be done to define enhancements in the
applications.
E-governance projects should be monitored till it is discontinued for its
improvement and sustainability.
Committees set up should be functional till project is phased out.
Regular training of senior staff is essential to make use of full benefits of ICT
applications. MIS, decision support and BI features are required to be
explained and demonstrated to senior staff.
Project champions should visit to other states and study similar projects to
increase their awareness.
Project leader should not be transferred during development of the project.
Even if he is required to be transferred at implementation stage, proper
handling over document stating activities to be executed should be prepared.
Efforts are required to be taken to build transparency in the e-governance
applications. Waiting list numbers, making all information available,
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complaints monitoring etc will make transparent system. This can help to
reduce corruption.
Features are required to be added in the audit / trail modules to find out
transactions executed out of turn to reduce corruption.
Software Product should be tested from authorized bodies for its testing to
ensure bug free software product. (STQC, STQC - Standardization Testing
and Quality Certification, Government of India)
Software product should be developed in stages for large scale projects.
Each stage can be considered as new project to ensure its completion.
Software team sizes should be defined till project is in use for development
and maintenance separately.
Senior staff members within the organization should be well aware of all
features of e-governance application.
Amendments in laws are required for making computerized documents as
legal documents. It is essential to define cut of date to not accept manual
documents as legal documents. This step takes several years, hence these
issues should be sorted out during initial stages of the e-governance
application, and otherwise e-governance application may have to be
discontinued.
All modules implementation is to be planned for providing complete service.
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7.0 Bibliography:
E-government From Vision to implementation- by Subhash Bhatnagar
E-Governance Case Studies Edited by Ashok Agaewal
Business Research Methods by Cooper, Schindler
E-government the science of the possible - Mr J Satyanarayana , IAS,
Chief Executive Officer (CEO) National Institute for Smart Government,
Hyderabad , Prentice Hali of India , New Delhi
Research Methodology: Methods and Techniques : C R Kothari
Land Management Information System: Government publication by
Revenue department
SPSS for dummies : By Arthur Griffth
Land Reforms in India : Edited by Wajahat Habibullah, Manoj Ahuja
Management Reviews: IIMB Quarterly Magazine
Informatics: NIC Quarterly Magazine
Good Governance: Monthly Magazine
8.0 Acronyms:
7/12 - Sat -Bara land ownership and crop details land re
BI - Business Intelligence
BOT - Build-Operate-Transfer (project outsourcing; informat
BPL - Below Poverty Line
CARD - Computer-aided Registration of deeds Andha Pradesh
CCEG - Citizen Centric E-governance
CEG - Centre for e-governance
CFC - Citizen Facilitation Centers (CFC
CLR - Computerization of Land Registration
D2K - Developer 2000 oracle product
DA - Detailed assessment
DBA - Data Base Administrator
DIT - Department of Information Technology
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DOT - Department of Telecommunications
e-biz - Electronic Buiness
e-governance - Electronic Governance
e-government - Electronic Government
E-Procurement - Electronic Procurement
EAF - E-governance Assessment Frameworks ( EAF Version
FAQ - Frequently asked questions
Friends - Fast, reliable, instant, efficient, network for disbursement of services,
Kerela
G2B - Government to Business
G2C - R -Government to Citizens in Rural Environment
G2C - U - Government to Citizens in Urban Environment
G2C - Government to Citizen
G2G - Government to Government
GIS - Geographical Information System
GOI - Government of India
GOM - Government of Maharahstra
GR - Government Resolution
HOD - Head of Department
I4d - Information For Development
ICT - Information Communications Technology
ICT4D - ICT for Development
ICTD - Information and Communication Technology for Deve
IEEE - Institute of Electrical and Electronic engineer
IIMA - Indian Institute of Management Ahmedabad
IIT - Indian Institute of Technology
Info dev - Information for Development
ISO - International Organization for Standarization
KDMC - Kalyan Dombivli Municipal Corporation
LMIS - Land Records Management Information system
LRC - Land Records Computerization in Maharashtra
LRMS - Land Records Management system
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M & E - Monitoring and evaluation
MCA21 - e-governance project of Ministry of Company Affairs
MIS - Management Information System
MIT - Ministry of Communications and Information Technology, government of
India
MMP - Mission mode projects
MoRD - Ministry of Rural Development , Government of Ind
MOU - Memorandum of understanding
NCST - National Centre for Software Technology
NEGP - National E-governance Plan, Government of India
NGO - Non-Governmental Organization
NIC - National Informatics Centre
NISG - National Institute for Smart Government ( NISG ),
PCIS - Property Card Information System
PMP - Project Measuring Parameters
PPP - Public Private partnership
PVIT - Public-value-of-IT
RoR - Record of Rights
SA - Summary Assessment
SC - Settlement Commissioner
SMART - Simple Moral Accountable Responsive and Transparent Governace
SPSS - Statistical Package for the Social Sciences
SQL - Structured query Language
SRS - Software Requirement Specification
SSC - State Secondary and higher secondary certificate boa
STQC - Standardization, Testing and Quality Certification
SWAGAT - State Wide Attention on Grievances by application Technology
SWAN - State Wide Area Networks
SWOT - Strengths Weaknesses Opportunities Threats
TSP - Total solution provider
UK - United Kingdom
ULB - Urban Local Body (India
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UNDP - United Nations Development Programme
UPS : Uninterrupted power supply
US - United States
VF1 - Village level form 1
VF12 - Village form 12
VF7 - Village form 7
VF7 - Village form 7
VJIT - Veermata Jijabai Technological Institute
VOICE - Vijaywada ( versatile) Online Information Centre
VSNL - Videsh Sanchar Nigam limited
WAN - Wide area network
WWW - World Wide Web
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Annexure 1: List of the Departments covered under CFC project with
number of services
No
Department Cover
ed
Y / N
No of
services
Complaint
Sub-
category
Comments
Services and / or
complaints covered
1 Ass. And Tax Coll. Dept Y 7 -
2 Water Supply Dept Y 9 17
3 Town planning department Y 18 -
4 Health Department Y 11 05 Birth/death
certificates , health
scheme monitoring
5 Food licenses Y 17 07
6 Accounts Department Y 10 Citizen payments
covered
7 Fire brigade dept Y 05 -
8 Market and trade
licenses
Y 19 -
9 Nursing home Y 02 -
Only complaints
covered
1 Public Works Department Y - 16 Only complaints
2 Drainage dept Y - 07 Only complaints
3 Hospital Y 05 Only complaints
4 Electrical Y - 03
5 Illegal activities Y - 09
NO activity covered
1 General Admin Dept N
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2
Computer Dept and CFC Dept activities not
computerized
3 Audit Department N
4 Solid waste management
deptpt1
N
5 Storm water drain dept N
6 Controller of unauthorized
construction dept
N
7 Env and poll cont N
8 Octroi Dept N Activity is
subcontracted
9 Legal Dept N
10 Security Dept N
11 Slum Improvement Dept N
12 Education Dept N
13 Transport Dept N
Annexure 2 : CFC statistical information :
Name Of CFC Distance from HQ Avg Citizens Visiting
Daily
HQ nil 400
A Ward 8 kms 40
B Ward 3 kms 60
D Ward 4 kms 300
Dombivli Division 5 kms 250
H Ward 8 kms 150
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Annexure 3: Statistics for software bugs recorded during last one year:
Sr NO Month Number of problems
1 April 05 21
2 May 05 33
3 June 05 30
4 July 05 28
5 Aug 05 15
6 Sep 05 64
7 Oct 05 98
8 Nov 05 29
9 Dec 05 55
10 Jan 06 48
11 Feb 06 34
12 Mar 06 35
Annexure 4 : List of Awards for CFC
1. Recognition Award from Department of Administrative Reforms, Government
of India in the Category of Exemplary e-Governance Initiatives
2. Skoch Challenger Award 2004
3. Finalist for CAPAM International Innovation Award 2004
4. Finalist for Intelligent Enterprise Award 2004
5. Winner of Intelligent Enterprise Award for 2005
6. Finalist for the CRISIL Award 2005
7. Champion CIO Award 2006 from Cyber media India Online Ltd.
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Annexure 5:
Questionnaire : for CFC window operator : Form no : ----------
Date : ------------
Questionnaire for Research Study of KDMC Citizen Facilitation Centers
Research project is undertaken By Mrs S P Sardesai, Senior Technical Director
NIC, Pune as a part of her Ph D work under Pune University, under the able
guidance of Dr Sharad Joshi.
Computerization of KDMC Citizen Facilitation Centers is one of the Excellent
work done hence selected as most Successful and outstanding project under
this research study which has created impact on society.
The information provided in the questionnaire will be kept confidential and will be
used only for research study.
Please answer all the questions sincerely.
Please use blank papers to answer questions.
A : Identification and grouping :
1 . Name of the CFC : ------------------------------------- Male / Female –---------
2. Employee name : ------------------------------------ Employee Code : ---------------
3 Designation : ------------------------------------------------ Birth date : ------------------
4. Number of years experience in KDMC : ---- and as CFC window operator : -
5. Educational qualification : -------------------------------------------------------------------
B : General :
1. Which windows you have handled? ----------------------------------------
2 Which window do you like to work with? -------------------------------------
3 What are the job roles assigned to you ?---------------------------------------------------
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4 What problems are you facing at window ? ----------------------------------------------
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5. What is your experience while handling Citizens ? -------------------------------------
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6 How much time citizens have to wait in the queue as per your observation ? --
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7. How many times you face h/w problems in a day on and average? -------
8. How many times s/w problems are being faced on and average per day or
week ?-----
9 How many times wrong data related problems are faced on and average per
day ?---
10 How do you report your problems ? orally / writing / register entry / any other
way?
11.Please give details of training courses attended by you ?
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12 Which training courses should be planned for you to manage CFC window
more effectively ?
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13. Do you face problems in getting leave due to round the clock operations?
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14. Please give your suggestions to further improve CFC operations?
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15. Please compare your work before and after CFC?
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--------------
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Annexure 6:
Questionnaire for Citizens at village level - may or may not have visited
Taluka citizen centre to avail computerized services for receiving RoR (7/12
records)
Government of Maharashtra has undertaken Computerization of Land Records
project mainly to issue ownership of land records documents to citizens ( 7 / 12 ).
Computerized Citizen centers are opened at each taluka office where
computerized services can be availed by citizens. Any citizen can request for
copy of the 7/12 record which defines Record of rights within the same taluka
from any village by paying fees of Rs 15/– per page. 7/12 extracts are issued
within few minutes. This service is yet to be extended up to village level. This
questionnaire is prepared to receive feedback from citizens about this service
and also manual service provided by Talathi to issue 7/12 records. Your
feedback will be used to make this project further enhance, hence it is requested
to give your valuable and honest feedback. Please be sure that information
provided by you will be kept confidential.
A. 1. District :--------------- 2. Taluka ------------------- 3. Village ----------------
4. Name :------------------------------- 5. Age : -------- .6. Male / Female ---
7. Occupation : Farmer / lawyer / service / government service /
business / other
8. Survey Number : ----------------------------- 9. Khata Number :---------
B:
1. On and average, How many times do you take 7/12 extract in a year from
revenue department ? --------
2. For which purposes? Land dealing / bank loan / mortgage / for availing
benefit of government scheme / other
3. Have you availed computerized services at Taluka centre for reveiving 7/12 ?
YES / NO
4. Your experience to get 7/12 Extract :
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Sr
No
Your experience At Village
level from
Talathi
At Taluka
Computer centre
1 How many times you have taken 7/12
during last two years?
2 How much time required for one copy of
7/12 ?
------ Days -------- hrs
3 On and average how much you paid for
one copy?
--------------
Rs
---------------- Rs
4 Received 7/12 were correct / wrong ? Correct /
wrong
Correct / wrong
5 How many times computers were not
working?
-------------
6 How many times you have visited Taluka
computer centre?
-------------
7 How many times you have to return since
no power at taluka center?
-------------
8 How was the behavior of taluka staff and
Talathi GOOD / OK / BAD
5. How you came to know about Taluka Centre to receive computerized 7/12
extract ?
Newspaper / From friend / Talathi / Lawyer / Government servant / other
6. Which method you will prefer to get 7/12 extract either from Talathi hand
written or at Taluka computer center Computerized copy of 7/12 extract ?
Please give reasons:
7. If only services at Taluka centre are provided to issue computerized 7/12
extract and discontinue issue of hand written 7/12 at village by Talathi, will it be
acceptable to you? YES / NO Please give you views on this point.
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8. Have you noticed any shortfalls in copies of computerized 7/12 extract ?
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9. What benefits you have noticed due to Computerization of 7/12 extracts?
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10. Have you seen the web-site mahabulekh.mumbai.nic.in? YES / NO
11. Your suggestions for this project :
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Name and signature
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Annexure 7 : Questionnaire for Taluka in-charge office for property card
(City survey office) :
Office of the Settlement Commissioner and Director Land records has released
computerized system for Property Card system in Maharahstra in all city survey
offices since 2002 and which is operational since then. Being in-charge of city
survey office you have executed important role due to which this project is
successful which has benefited citizens. Hence this questionnaire is prepared to
receive your experience using which this project can be still enhanced.
Please give following information completely, please note that your information
will be kept confidential.
A. 1. District : -------- 2. Taluka ---------------3: Office name -------------------------
4. Your name : ------------------------------ 5: Sex : Male/ Female ---------------
6: Date of birth: ----------- 7: Designation : ------------------ 8: Education -------
B: Q 1: How many years you are working as this office in-charge? ----------
Q 2 : How much percentage of property cards are computerized ? from
which date -------------
Q 3 : How many times hand written property cards were required to be
issued during last year ? Please give Reasons.
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Q 4: Do you have required hardware or you need additional hardware ?
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Q 5: Does PCIS s/w satisfies all your requirements or any s/w
requirements are still pending?
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Q : 6: How do you communicate hardware / software problems ? If in
writing please attach copy of last year problems.
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Q: 7 : Are you using record room computerization ? YES / NO
Q 8 : What are the software problems in Record Room software ?
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Q 9: Which new areas should be computerized?
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Q 10 : What type of complaints you have received from Citizens ? How
many complaints you have received during last month ? -------------
Q 11: What courses you have attended related to computerization?
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Q 12 : Which courses should be planned for you?
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Q 13: What benefits you have received due to property card
omputerization?
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Q 14 : Does staff reporting to you have any problems for this project?
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Q 15 : How many times Settlement commissioner‟s office has requested
your suggestions for this project ?
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Q 16: Your suggestions:
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Q 17 : Your problems please.
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Name and Signature :---------------------
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ANNUXURE 8 :Feedback Questionnaire for 12th Students
Regarding their experience of Online Examination for Information
Technology
Please note that information provided by you will be used for research work and
will be kept confidential.
A. 1. Student No : -------- 2. Year of Examination : ---- month -----Year
3. Gender : Male / Female 4. Category : SC / ST / OBC / GEN
5. College code : ----------- 6. Place of college : -----------------------
7. Percentage for 10th : ------- %
B.
1. Have you appeared for MOCK examination? YES / NO
2. Did you were able perform operations for online examination up to your
satisfaction? YES / NO
3. Please give your comparison between Written Test and Online Examination
methods:
Give score 1 to 5 1: BEST, 2 : Good, 3 :OK , 4: Difficulties, 5 : worst
Sr
No
Experience For Written Test For On line
Examination
1 Easy of operations
2 Rate of reduction for copying
3 Examination procedure
4 Atmosphere during examination
4. Which method of examination you will prefer handwritten or online
examination? Give reasons:
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5. Did you were able to give Online Examination without any problems?
YES / NO
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If NO, Which problems you faced,
Software problem / Power Problem / machine down / Network Connectivity
Key board / Any other
Was it required to reschedule you again for Online Examination? YES / NO
6. How many times you can change an answer of a question during Online
Examination? -----
7. For Online Examination student has to solve the questions serially. Is this
statement true for false? True / False
8. Which keys you can not use during Online Examination : mention any two
important :
Time --------------- IP-address : -----------------------------