e-Governance: Challenges of Procurement & Service

Delivery

“An ounce of practice is generally worth more than a ton of theory”

-- E.F. Schumacher, “Small is Beautiful”:

A study of economics as if people mattered.

India resides in Rural

Majority of Indian still lives in villages

3SOURCE: Census Projections 2011

5 Million +

1 Million +

0.1 – 1 Million

< 0.1 Million

< 10,000

Rura

l 7

0%

16

4 M

illio

n

HH 6,40,867 Villages

Urb

an

30

%

70

Mill

ion

HH

70%

7%

7%

7%5 Metro

40 Cities

450 Towns

4,041 Peri Urban

Sahaj- Catalyst for Rural Development

7%

Odisha resides in Rural

4

SOURCE: Census Projections 2011

0.1 – 1 Million

< 0.1 Million

< 10,000

51,313 Villages83%

7%

40 Cities

10 Towns

116 Peri Urban10%

Where does Odisha stay??

It is important for Govt. scheme to reach out to rural as rural citizen consists of 83% of total State Population

- Internet penetration(GPRS) in India is only 4% in Rural.

- Digital Literacy is still a challenge in many micro Rural areas

- Affordability of Handheld devices at Rural citizens level with GPRS activation is far off from “Critical

Mass” required for delivery of services to the Rural Citizen profitably.

- “Click and Brick” mode for delivering services is the Key Success factor for Rural Access , be it for

Govt/ Pvt/ Social Sector…hence , the micro enterprise

“Common Service Centre”

e-Governance as a PPP strategy for rural

Building the development centric e- governance goals with skills ,efficiency of private

sectors in a PPP mode to bring speed long term viability.

• Hence, the Scheme is being deliberately positioned as a multi-dimensional initiative:

– Not just e-governance; Not just information; Not just digital services…

– But all that and more based on the Community needs

• The Scheme is not about rolling out IT Kiosks but building 100,000 rural

businesses

– linking rural India to a basket of information, goods and services through

end-to-end demonstrable models.

CSC – Why an “appropriate”Service Delivery Model.

Ready brick and mortar Structures in

villages for delivery of services

Ready Technology and Infrastructure with dedicated human

resource

“Apna Gaon Ki Dukan”

Low attrition of entrepreneur as

sustainable income for this micro enterprise

with low cost operation.

Bouquet of services and products offered through one channel

Easy to impart training one place

Conduct Literacy Programs at GP Level for Rural

Citizens…Banking, Education, Digital literacy etc…

State

Government(

(Govt)

Citizen

Village Level

Entrepreneur

(pvt)

Service Center

Agency

(Pvt )

Government

of India

(Govt)

Govt connect with Citizens

eDistrict Portal

Govt. Departments at various levels

SHQ

Collector’s Office

Tehsil / Taluks

Registration

Transport

Revenue

Municipality

State

Districts

Blocks

Tehsils

CSC

CSC

CSC

List Services List Offices Publish Forms

SWAN

Internet

..

Issue Notifications - forms not valid unless hosted. Downloaded forms valid.

Unique Application IDAuthentication

Message RoutingGuaranteed Delivery

Transaction LogTimestamping

AcknowledgementStatus Tracking

…

Innovative use of ICT in e-Governance

Service access Pro

vider

e-D

istrict

-------------------------------------------------------------------------------------------------------------------------------

STARTCitizen Approaches

the CSC Operator Submit the physical forms

along with physical

documents, Affidavit

VLE logs on eDistrict

Portal and clicks on

respective link

Applicant’s form is

filled and

photos, documents etc

are uploaded

ENDOperator prints the

receipt

SKASH Module is

invoked

URL is redirected back

to e-District portal with

parameters

Is Success

Status

received

Application no

generated. Operator

gets option to print

acknowledge receipt

NO

YES

-------------------------------------------------------------------------------------------------------------------------------

STARTApplication received at

Tahsil officials Inbox

Tahsil Officials forward it

online to concern Lekhpal

for verification

Lekhpal takes the

printouts of the

application. affidavit

Lekhpal Visit to the

applicants Village with

physical documents

for verification.

END

VLE prints

the

Certificate

and Deliver

it to Citizen

Submit the verification

report to Tahsil

officials online.

Tahsil official get it

Approved/ Reject

If

Approved

Tahsil Officials

approve it with digital

signature and forward

it to CSC.

NO

YES

VLE resubmit the

application with

required

documents

Government Service Delivery

4,50,000 citizens per Tehsil 6K to 8K Citizens per CSC.

A Case

Digital Services Offered.. (UP)Banking

• Account Opening

• CASA Transactions.

• MNREGA Payment

• Old Age Pension

Financial Services

Premium Collection of

• Life Insurance

• General Insurance

• Micro Insurance

• Micro Pension

• Mutual Fund

Consumer Utility

• Electricity Bill Collection

• Mobile Recharge

• DTH Recharge

• Solar Products

• Energy Efficient Cook stove

Travel

• Railway Ticketing

• Air Ticketing

• Bus Ticketing

G2C Services (As on 1st Jan 2014)

• Application of Ration Card

• Application for Registration in Employment Exchange

• Application for Birth/Death certificates

• Application for Loan to handicapped

• Application for Old Age/widow Pension

• Application for caste certificate

• Application for Income certificate

Entertainment

• Music Listening

• Music Download

G2C section contains only indicative list of services. Actual number of online G2C services is 26.

List of services in Odisha (Mayurbhanj & Ganjam)

• Receiving Application from Citizens:-

VLE receives 7 types of application from

citizens of his Concerned Panchayat, i.e1. Residence Certificate,

2. Income Certificate,

3. Caste Certificate,

4. SEBC Certificate,

5. OBC Certificate,

6. Legal Heir &

7. Certified Copy of ROR

Making Entrepreneurs (Capacity building and Org Sustainability)

Development of a Village level Entrepreneur.

Key Challenges - Entrepreneurial skills. Enhancing Consumer Centric. Business Development Skills. Soft Skills. Accounting Knowledge. IT Skills. Hygiene components to operate Office Space and Environment. Proximity to Customer & understanding of Consumer needs. Trust of consumer Initiative to tap local Revenue generation Potential

Train Almost 800 + VLE’s per month in various Programs 3 day training for new inducts. Batch size of 20 to 25 VLE’s.

Efficiency enhancement (Case of UP)

82% citizens avail services within 5 Kms.

The most preferred location forgetting the certificate is Sahaj Janseva kendra

Less distance to be covered forprocuring the certificates &Services.

Tehsil average distance to betravel is 18 km and at someplaces it is as high as 60km.

In Sahaj case it is as low as .5km to 20km (Average distance totravel is 3.86km)

Cost to User (UP)Sample size 219

Expenditure of User (in Rs)(Including

Photography, Printing, Scanning, Travel Exp.

Etc.)

Sahaj Tehsil

20 to 50 20-100

Avg Cost of Service – Sahaj – Rs 29.10 Tehsil - Rs 105.10

Cost of Certificate (in Rs)

Sahaj Tehsil

10 - 15 10 - 25

Saving of Rs 1 cr (approx) of Rural Citizens in a month in 3 Districts. Sample of 219 prorated to 1.3 lac citizens who transacted from CSC in a singlemonth.

Cost

(in Rs.) Sahaj Tehsil Sahaj Tehsil

20 77% 42% 20.1 10.8

50 18% 33% 11.9 21.4

100 5% 12% 5.9 15.4

500 0% 14% 0 89

Total 100% 100% 37.9 136.6

% of SpendsValue of Spends (in

Rs lacs)

Adherence to SLA A Concern

Issuance of Certificates

Avg time taken at Tehsil /

Lokwani Kendra is less than 7

days.

Avg time taken at CSC is 19

days.

Termed digital but process is

still operating as manual – as

document’s are required by

approving authority in hard copy –

VLE fecilitates.

Approving authorities sit at Single Window / Lokwani

In Percentage

No. of Days Sahaj

Tehsil / Lokwani Sahaj

Tehsil / Lokwani

0-7 20 118 9% 54%8 - 15 Days 73 87 33% 40%

16-21 56 26% 0%

>21 49 1 22% 0%No

response 21 13 10% 6%

Total 219 219

CSC – Model

as envisaged in 2006-07

Trained Entrepreneurs

World Class IT-

Infrastructure

Bouquet of content & Services

Financial Support

Branding & Publicity Support

Centers to be managed by Professional

Agencies

OrganisedMarket Cluster of 6 Villages

Challenges in e-Gov. Service Delivery(UP)

• Interrupted connectivity.

• Low / Fluctuating power supply.

• Entrepreneurial skills in VLEs to improve.

• High operational hours of CSC versus restricted days and timings at

Govt. offices.

• Physical movement of documents from VLE to Tehsil / local

government offices.

• Service delivery becomes efficient but impact on transparency and

corruption is marginal(Need publicity and administrative engagement)

• Delivery of services(TAT)

District level challenges Contd….

• A few schools / colleges / Bank officials still to acknowledged the

digital certificate.

• Submission of documents along with affidavit (Notary) at CSCs.(?)

• Resistance to change among local Govt. functionaries (Taken time)

• Technical Training of Govt. functions (Tehsil level)

• Confidence building up of Govt . functionaries toward “digital

governance” from “paper based governance”.

• Absence of FIFO system.

• Facilitation Centers vrs CSCs (PPP) -Block level managed by Govt.

Problem Resolution and exception handling

Each VLE has its own unique Login and Password mapped under Sahaj.

(Ratified by IT Depart. Govt.)

If a filled application faces problems (connectivity failure, website

downtime etc) then the application is moved to a pending folder and

application can be resubmitted once the problem is resolved.

If there is a query on the application then the same application can be

updated with proper supporting and can be submitted for re-

consideration.

Rural Entrepreneur :

A micro enterprise ……

A small Real Life story…..

One of the CSCs….

Odisha Video

Challenges

– Seamless and uninterrupted good quality Connectivity at remote rural location.

– Challenges of launching viable services. Breaking the mindset of Rural Citizen of “old ways of availing services”.

– Challenges of emerging consumer needs and aspirations.( Especially the “Youth” with affordable yet contemporary services)

– Challenges of “flirting “ Competition .Unviability of multiple IT enabled Service delivery Shop fronts in the same GP.

– Need for Roll out of more and more G2C services .

– “Fragmented demand” in a large scattered geography hence need for Robust Service Enabling ecosystem with Physical Footprint. .

Opportunity and Challenges…

to the Rural Micro Enterprise

Thank You

Sahaj e-Village Limited

HIG-214, Kanan Vihar, Phase-1

Bhubaneshwar -751024

Phone: +0674-2740844/46

email : enquiries@sahajcorporate.com

website : www.sahajcorporate.com