eharyana 2014 - roadmap for cscs & basic citizen services... - ms priyanka basu ingty, director...

DEPARTMENT OF INFORMATION TECHNOLOGY

GOVERNMENT OF HIMACHAL PRADESH February 8, 2014

1

CSC AN EFFECTIVE INTERFACE IN

CITIZEN SERVICE DELIVERY

HIMACHAL PRADESH – DEMOGRAPHIC DETAILS

Figures in numbers

Districts 12

Sub Divisions 52

Blocks 77

Tehsils and Sub Tehsils

119

Panchayats 3243

2

COMMON SERVICE CENTRES (CSCS)

• OBJECTIVE

• GOI SCHEME TO ESTABLISH MORE THAN 1 LAKH COMMON SERVICE CENTERS FOR RURAL AREAS IN 6 LAKH VILLAGES ACROSS THE COUNTRY

• TO PROVIDE G2C AND B2C SERVICES TO THE CITIZENS AT THEIR DOORSTEPS USING INFORMATION AND COMMUNICATION TOOLS (ICT)

• SCHEME IN THE STATE• IN HIMACHAL PRADESH, 3366 SUCH CENTERS ARE BEING SETUP IN

3243 PANCHAYATS

• BRAND NAME - LOK MITRA KENDRA (LMK)

• 3 ZONES• SHIMLA (SHIMLA, SOLAN, KINNAUR & SIRMOUR DISTRICTS)

• MANDI (MANDI, KULLU, HAMIRPUR, BILASPUR & LAHAUL SPITI DISTRICTS)

• KANGRA (KANGRA, UNA & CHAMBA DISTRICTS)3

WHAT IS CSC?CSCs ARE ENVISIONED AS THE FRONT-END DELIVERY POINTS FOR GOVERNMENT, PRIVATE AND SOCIAL SECTOR SERVICES TO RURAL CITIZENS OF INDIA.

• OPERATOR ASSISTED CENTRES

• A PLATFORM TO ENABLE GOVERNMENT, PRIVATE AND SOCIAL SECTOR ORGANIZATIONS TO INTEGRATE THEIR SERVICES FOR RURAL POPULATIONS IN THE REMOTEST CORNERS OF THE COUNTRY

• COMBINATION OF IT AS WELL AS NON-IT SERVICES

• LAST MILE SERVICE DELIVERY POINT

IMPLEMENTATION MODELTO UNDERTAKE SUCH A MAMMOTH TASK, PUBLIC PRIVATE PARTNERSHIP (PPP) IS REQUIRED FOR

• HARNESSING NATIONAL RESOURCES

• POOLING THE FUNDS

• INTEGRATING SCALE WITH EFFICIENCY

• LOOPING BEST PRACTICES

• STAKEHOLDERS ARE INCENTIVIZED TO COME TOGETHER

STAKEHOLDERS

3-TIER STRUCTURE:

1. LOCAL VILLAGE LEVEL ENTREPRENEUR (VLE- LOOSELY ANALOGOUS TO A FRANCHISEE),

2. ENTITY TERMED THE SERVICE CENTRE AGENCY (SCA – LOOSELY ANALOGOUS TO A FRANCHISER) TO TRAIN, MANAGE AND BUILD THE VLE BUSINESSES

3. STATE- THE STATE DESIGNATED AGENCY (SDA) - TO FACILITATE IMPLEMENTATION OF THE SCHEME WITHIN THE STATE, TO PROVIDE POLICY, CONTENT AND FINANCIAL SUPPORT TO THE SCAS

SDA SCA VLE

CSCS – PPP MODE

• SERVICE CENTRE AGENCIES• MSAS SIGNED

• M/S ZOOM DEVELOPERS FOR KANGRA DIVISION ON 30TH AUGUST, 2008

• CONSORTIUM OF M/S TERA SOFTWARE & GNG GROUP FOR SHIMLA DIVISION AND MANDI DIVISION ON 8TH SEPTEMBER, 2008

• REVENUE SUPPORT• FUNDED BY GOI ON 50 (GIA):50 (ACA) SHARING

BASIS • M/S ZOOM DEVELOPERS TO BE PROVIDED A

REVENUE SUPPORT OF RS. 1190/- PER MONTH PER LMK

• CONSORTIUM OF M/S TERA SOFTWARE & GNG GROUP QUOTED NEGATIVE BID RS. 10 PER CSC FOR SHIMLA AND RS. 14/- FOR MANDI

7

SCA’S RESPONSIBILITIES• IMPLEMENTATION

• VLE IDENTIFICATION

• SERVICE PROVISIONING

• CO-ORDINATION WITH OTHER STAKEHOLDERS

• SECURED WEBSITE INTERFACE OF VLES

• FOR ACCESSING THE SERVICES

• FOR MAKING TRANSACTIONS

• FOR GENERATING MIS REPORTS

LMK SETUP PROCESS

VLE Identificat

ion

Infrastructure Setup

Certification

Request

Certification

Service Delivery

INFRASTRUCTURE (WHAT IS THERE IN CSC?)

• 15X10 SQ. FT. SPACE

• IT INFRASTRUCTURE• COMPUTER

• PRINTER

• CAMERA

• INTERNET

• VLE (LMK OPERATOR)

• SERVICES• G2C

• B2C

Supported by SCA

CSC TRANSACTION – WORKING CAPITAL

SCA Bank Accounts

Amount Deposit

Updation of Working Capital

Make

Transa

ctions

Deptt. Bank

Account

Transfer Amount from Working Capital

Transfer of consolidated Deptt. amount

G2C Portal

SCA Portal

DepartmentDepartment

CSC – ROLL OUT

Aug-09 Jun-10 Aug-11 Jan-13 Mar-13 Jan-14 .0

500

1000

1500

2000

2500

3000

3500

4000

294

1347

2390

2841 2862 30073366

TARGET

ACHIEVEM

ENT

12

CHALLENGES AND HOW WE OVERCAME THEM

13

CHALLENGE FACED

Delay in rollout- Penalties

Lack of G2C services

Lack of Trainings of VLEs

VLEs day to day issues

Lack of Awareness 14

CHALLENGE AND RESOLUTION

DELAY IN ROLLOUT-PENALTIES DUE ON SCAS

• HUGE AMOUNT OF PENALTIES WAS DUE ON SCAS (APPROXIMATELY RS.20 CRORES) DUE TO DELAY IN ROLLOUT OF LMKS.

• RISK OF BACKING OUT OF SCA FROM THE PROJECT BY IMPOSING PENALTIES LIKE IN SOME OTHER STATES.

• THE MATTER OF PENALTIES WAS PUT UP BEFORE THE APEX COMMITTEE TWICE.

• APEX COMMITTEE RECOMMENDED WAIVE OF PENALTIES AND THEREAFTER MATTER WAS TAKEN TO THE CMM FOR APPROVAL OF WAIVE OF PENALTIES AND EXTENSION OF LMK ROLLOUT TIMELINES.

• AFTER THE APPROVAL OF CMM, PENALTIES OF SCAS WERE WAIVED OFF AND TIMELINES OF ROLLOUT OF LMKS EXTENDED TILL 31-3-2012.

• DEITY APPRECIATED THE BOLD STEP TAKEN BY THE STATE AND RECOMMENDED THE REPLICATION OF THE SAME IN OTHER STATES.

15

CHALLENGE AND RESOLUTION LACK OF G2C SERVICES

• NO G2C SERVICE WAS AVAILABLE FOR LMKS DURING THE YEAR - 2009

Services of various

departments were identified

SOPs preparedService charges finalized

Service Level Agreement prepared

Approval of Law

department taken

CMM approval taken

Notification issued

Services rolled out. 16

CHALLENGE AND RESOLUTION LACK OF G2C SERVICES

Provision of G2C services through LMKs is the fixed agenda item for monthly COS meetings.

Service charges of existing services increased through CMM

Release of Revenue Support linked with G2C service transactions

17

CHALLENGE AND RESOLUTION LACK OF TRAININGS OF VLES

• SCA-VLE GAP – LACK OF TRAINING TO VLES

Initially, DIT & SCAs organized District level trainings/ Workshops of the VLEs.

Block level (77 blocks in the State) face to face trainings given to about 2000 VLEs. Senior Level Officers of DIT and SCAs imparted these trainings to the VLEs.

Currently, Block level VC facility is available in the State and VLEs are being trained through the VC trainings (All the Blocks covered twice through VCs).

Provision of TA and DA to VLEs has been approved by the authorities and funds have been provided to the District Administrations.

18

CHALLENGE AND RESOLUTION VLES DAY TO DAY ISSUES

• VLES ARE FACING VARIOUS ISSUES IN DELIVERING SERVICES THROUGH LMKS

• ALL THE ISSUES OF THE VLES ARE RESOLVED ON PRIORITY BASIS BY DIT AND SCAS

Personnel mobile

numbers of Senior

Officers shared with

VLEs for addressing their day to day issuesLMK helpdesk

setup in DIT with 3

resources of DIT, GNG and

Zoom

Toll free number

setup and provided to

VLEs

IT facilitators were

deployed through an

external agency in all the districts 19

CHALLENGE AND RESOLUTION LACK OF AWARENESS

Agenda item in all the COS meetings

Agenda item in all the VCs with DCs

Agenda item in all the Gram Sabhas

Publicity through Press Notes & News Paper advertisements

20

ROLLOUT STATUS (31-1-2014)

3007 VLEs identified

2764 Certification Requests submitted by SCAs

2069 LMKs certified

About 2700 delivering B2C services

2393 delivering G2C services21

GOVERNMENT SERVICES (G2C)1. ELECTRICITY BILLS PAYMENT COLLECTION

2. I&PH WATER BILLS PAYMENT COLLECTION

3. BSNL BILLS PAYMENT COLLECTION

4. COPY OF NAKAL JAMABANDI

5. COPY OF SHAJRA NASAB

6. HRTC TICKETS BOOKING & CANCELLATION

7. REGISTRATION OF GRIEVANCE/ DEMAND (E-SAMADHAN)

8. SALE OF HRTC DISCOUNT CARDS (SMART CARDS)

9. AGRISNET ADVISORIES

10. EMPLOYMENT EXCHANGE REGISTRATION

11. EMPLOYMENT EXCHANGE RE-REGISTRATION

12. EMPLOYMENT EXCHANGE RENEWAL

13. COPIES OF VARIOUS REVENUE CERTIFICATES22

Following Services of Himachal Pradesh Public Service Commission: Registration of Applicant Filling of Application Form for one

post Filling of Chalan Form and Printout Print of Admit Card

Government Services (G2C) continued……

8 following Services of Excise & Taxation Department

Sign-up on portal

Filling of VAT & Allied services registration application

Downloading of check post declaration Form 26A

e-return filling of VAT Act (where ITC is claimed from up to 50 dealers)

e-return filling of VAT Act (where ITC is claimed from more than 50 dealers)

e-return filling of other Acts

Entry of date/ time of crossing HP borders with fully downloaded form 27

Submissions of suggestions/ grievances

23

15 following services through State Portal and State Services Delivery Gateway: Election Department Application of Inclusion of Name in Electoral Roll Application for Seeking Deletion of Name in Electoral

Roll Application of Transposition of Entry in Electoral Roll Application for Correction to Particulars in Electoral

Roll Forest Department Application for Relief for Injury Death by Wild Animals Rural Development Department Application for Issuance of BPL Certificate Application for Registration under NREGS Application for work under NREGS Sainik Welfare Board Application for Old Age Financial Assistance Application for Gallantry Award Winners Monetary

Grant OR Annuity Application for Bus Pass for Award Winners and War

Widows Application for Employment of Ex ServicemenDepartment of Animal Husbandry Application for Poultry farms Application for Ram Centre OR Sheep Breeding Application for Soil testing


24

25

Government Services (G2C) continued……16 Department of

Labour & Employment

Application for Registration of Establishments Employing Contract Labour

17 Application for Contract Labour License18 Application for Renewal of Contract Labour

License19 Application for Registration of

Establishments Employing Migrant Workmen

20 Application for License for Inter State Migrant Workmen

21 Application for Renewal of Inter State Migrant Workmen License

22 Application for Registration of Trade Unions23 Application for Motor Transport Worker

Registration24 Application for Renewal of Motor Transport

Worker Registration25 Application for Registration of Shops And

Commercial Establishments26 Application for Renewal of Shops And

Commercial Establishments

26


27Department of Food & Civil Supplies

Application for Grant of Trade Article License

28 Department of Horticulture

Application for Grant of License for Registration OR Raising Fruit Nursery

29 Application for Renewal of License for raising Fruit Nursery

30 Department of Panchayat Raj

Application for Birth Registration and Issuance of Certificate

31 Application for Death Registration and Issuance of Certificate

32 Application for Marriage Registration and Issuance of Certificate

33 Fisheries Department

Application for Fishing License

34 Forest Department Application for Export Permit License

35 Application for Grant of Timber Distribution

GOVERNMENT SERVICES (G2C) – IN PIPELINE• Issuance of Learner Driving License• Issuance of HRTC concessional passes• 11 more services through State Services Delivery Gateway

(SSDG)• 51 services through eDistrict• Submission of Education Board’s online applications• Education Board’s Examination Hall entrance Tickets• Education Board Result Cards• Online application of H.P. Subordinate Services Selection

Board• Online Result Card of H.P. Subordinate Services Selection

Board• H.P. Subordinate Services Selection Board Examination Hall

entrance Tickets• Online LPG booking 27

INCREASE IN ACTIVE VLES (PRE - OCT, 10)

District

VLEs

Shimla 0Hamirpur 0Mandi 0Kangra 0Chamba 0Solan 0Bilaspur 0Kullu 0Sirmaur 0Una 0Kinnaur 0Total 0

28

INCREASE IN ACTIVE VLES – OCTOBER, 10

District VLEs

Shimla 5Hamirpur 2Mandi 0Kangra 0Chamba 0Solan 0Bilaspur 0Kullu 0Sirmaur 0Una 0Kinnaur 0

Total 7

29

INCREASE IN ACTIVE VLES – NOVEMBER, 10

District VLEs


Total 11

30

INCREASE IN ACTIVE VLES – DECEMBER, 10

District VLEs


Total 16

31

INCREASE IN ACTIVE VLES – JANUARY, 11

District VLEs


Total 37

32

INCREASE IN ACTIVE VLES – FEB, 11

District VLEs


Total 82

33

INCREASE IN ACTIVE VLES – MARCH, 11

District VLEs


Total 147

34

INCREASE IN ACTIVE VLES – APRIL, 11

District VLEs


Total 199

35

INCREASE IN ACTIVE VLES – MAY, 11

District VLEs


Total 258

36

INCREASE IN ACTIVE VLES – JUNE, 11

District VLEs


Total 328

37


District VLEs


Total 1234

38

INCREASE IN ACTIVE VLES – JUNE, 12

District VLEs


Total 1700

39

INCREASE IN ACTIVE VLES – OCTOBER, 12

District VLEs

Shimla 180Hamirpur 158Mandi 262Kangra 450Chamba 124Solan 109Bilaspur 124Kullu 157Sirmaur 102Una 212Kinnaur 16Lahaul & Spiti 3

Total 1897

40


District VLEs

Shimla 189Hamirpur 164Mandi 273Kangra 466Chamba 131Solan 114Bilaspur 128Kullu 168Sirmaur 102Una 214Kinnaur 17Lahaul & Spiti 3

Total 1969

41

INCREASE IN ACTIVE VLES – MARCH,13

District VLEs

Shimla 199 Hamirpur 175 Mandi 287 Kangra 505 Chamba 149Solan 117 Bilaspur 131Kullu 179Sirmaur 110 Una 221 Kinnaur 17 Lahaul & Spiti 3

Total 2093

42

INCREASE IN ACTIVE VLES – SEPTEMBER,13

District VLEs

Shimla 222 Hamirpur 183 Mandi 315 Kangra 549 Chamba 163Solan 137 Bilaspur 141Kullu 194Sirmaur 121 Una 232 Kinnaur 18Lahaul & Spiti 4

Total 2279

43

INCREASE IN ACTIVE VLES – JAN,14

District VLEs

Shimla 236 Hamirpur 185 Mandi 331 Kangra 578Chamba 178Solan 148 Bilaspur 145Kullu 200Sirmaur 130 Una 240 Kinnaur 18Lahaul & Spiti 4

Total 2393

44

G2C SERVICES – MONTH-WISE ACTIVE VLES

0

5 0 0

1 0 0 0

1 5 0 0

2 0 0 0

2 5 0 0

OCT,1

0NO

V,10

DEC,1

0JA

N,11

FEB,1

1MA

R,11

APR,1

1MA

Y,11

JUN,1

1JU

L,11

AUG,1

1SE

P,11

OCT,1

1NO

V,11

DEC,1

1JA

N,12

FEB,1

2MA

R,12

APR,

12MA

Y, 12

JUN,

12JU

L,12

AUG,1

2Se

p,12

Oct,1

2No

v,12

Dec,1

2Jan

,13Fe

b,13

Mar,1

3Ap

ril,13

May,1

3Jun

,13Jul

,13Au

g,13

Sep,1

3Oc

t,13

Nov,1

3De

c,13

Jan,14

7 11 16 37 82 147 19

9 258 32

8 471 63

0 833 96

2 1050 11

44 1232 12

79 1346 14

14 1503 16

64 1750 1787 18

56 1903 1936 1969 2008 2042 20

93 2131 2169 2193 2223 2252 2279 2317 2339 2362 2393

A c t i v e V L E s ( N o .)

45

ELECTRICITY BILLS PAYMENT COLLECTION (TILL 30-1-2014)

0

20000000

40000000

60000000

80000000

100000000

120000000

140000000OC

T,10

NOV,

10DE

C,10

JAN,

11FE

B,11

MAR

,11

APR,

11M

AY,1

1JU

N,11

JUL,1

1AU

G,11

SEP,

11OC

T,11

Nov,1

1De

c,11

Jan,

12Fe

b,12

Mar

, 12

Apr,1

2M

ay,1

2Ju

n,12

Jul,1

2Au

g,12

Sep,

12Oc

t,12

Nov,1

2De

c,12

Jan,

13Fe

b,13

Mar

,13

Apr,1

3M

ay,1

3Ju

n,13

Jul,1

3Au

g,13

Sep,

13Oc

t,13

Nov,1

3De

c,13

Jan,

14

65145

270315

248513

705735

1451895

2955401

3534514

5544182

10536836

14951305

23986374

27964048

28867529

31024543

35616387

36789705

35950378

48963680

35346996

44607049

52977105

58018250

57108729

67618835

60721482

64941024

71256300

79083984

74159638 92497698

6527120590609490

105358626

107664015

109861267

118696338

113374332

115501880

113957482

126987179

46

0

200000

400000

600000

800000

1000000

1200000

Jan-

11

Feb-

11

Mar

-11

Apr-

11

May

-11

Jun-

11

Jul-1

1

Aug-

11

Sep-

11

Oct-1

1

Nov

-11

Dec

-11

Jan-

12

Feb-

12

Mar

-12

Apr-

12

May

-12

Jun-

12

Jul-1

2

Aug-

12

Sep-

12

Oct-1

2

Nov

-12

Dec

-12

Jan-

13

Feb-

13

Mar

-13

Apr,

13

May

,13

Jun,

13

Jul,1

3

Aug,

13

Sep,

13

Oct,1

3

Nov

,13

Dec

,13

Jan,

14

8 89 537

783

1334

2406

4310

6658

1065

413

730

1825

124

014

3158

741

113

5263

764

060

8048

199

788

1201

1914

0866

1591

4218

2690

2065

2124

2942

2851

1733

1113

3923

8545

3702

5130

1857

0663

6325

8469

1009

7574

2982

0755

8822

8595

9970

1037

170

Jamabandies (Nos.)

47

I&PH WATER BILLS PAYMENT COLLECTION (CUMULATIVE)

0

10000000

20000000

30000000

40000000

50000000

60000000

70000000

SEPT

,11

NOV,

11

JAN

,12

MAR

,12

MAY

,12

JUL,

12

Sep,

12

Nov,

12

Jan,

13

Mar

,13

May

,13

Jul,1

3

Sep,

13

Nov,

13

Jan,

14

5432

8611

1463

620

2653

027

9656

935

6871

251

2559

166

6482

580

5776

796

7843

811

4844

7912

7145

4014

7079

0417

4893

3919

6311

0620

7558

6724

0519

9026

6193

8830

0639

2034

1488

5037

6047

7939

0680

0841

3332

5644

1882

2448

2553

1552

1708

3356

4684

0059

4893

3363

3502

3266

2636

73Amount (Rs.)

48

BUS TICKETS (CUMULATIVE)

0

1000000

2000000

3000000

4000000

5000000

6000000

7000000

8000000

Aug,

11Se

p,11

Oct

,11

Nov,

11D

ec,1

1Ja

n,12

Feb,

12M

ar,1

2Ap

r,12

May

,12

Jun,

12Ju

l,12

Aug,

12Se

p,12

Oct

,12

Nov,

12D

ec,1

2Ja

n,13

Feb,

13M

ar,1

3Ap

r,13

May

,13

Jun,

13Ju

l,13

Aug,

13Se

p,13

Oct

,13

Nov,

13D

ec,1

3Ja

n,14

6248

1527

735

266

4757

094

157

1324

8217

0820

2403

4630

0136

3909

9863

8158

9278

4310

7853

312

2577

715

0235

318

3167

520

9051

023

7383

726

5475

129

3483

431

2963

935

1714

641

0972

545

4960

349

6687

454

0948

559

9409

866

6509

371

4903

975

7542

1Amount (Rs.)

49

BSNL BILLS PAYMENT COLLECTION (CUMULATIVE)

0

20000000

40000000

60000000

80000000

May

,12

Jun,

12

Jul,1

2Au

g,12

Sep,

12Oc

t,12

Nov,

12De

c,12

Jan,

13Fe

b,13

Mar

,13

Apr,1

3M

ay,1

3Ju

n,13

Jul,1

3Au

g,13

Sep,

13Oc

t,13

Nov,

13De

c,13

Jan,

14

8212

135

6868

1284

372

2645

916

4394

517

6347

616

8818

445

1152

0381

1441

7026

1748

8352

2117

9848

2461

6291

2805

2644

3171

9744

3567

6732

4015

7549

4502

3427

4986

8709

5476

2960

5978

9639

6502

6635

Amount (Rs.)

50

BUSINESS SERVICES (B2C)

• MOBILE RECHARGE

• DTH SERVICES

• LIFE AND GENERAL INSURANCE

• PAN CARD

• COMPUTER/ IT TRAINING

• TYPING AND PRINTING

• PHOTOGRAPHY

• LIC PREMIUM PAYMENT

• SELLING OF SOLAR PRODUCTS51

FUTURE ROADMAP

All future applicatio

ns with LMK as service delivery

point

Linkages with PRIs

Continued capacity building

Exploring other areas • Banking• Insurance• Education• Health • Agriculture

etc.

52

Thanks…!

53

eharyana 2014 - roadmap for cscs & basic citizen services... - ms priyanka basu ingty, director...

Technology

penalties of scas

day issues vles

b2c services

state face

matter of penalties

service centre agency

social sector services

scas huge