idea challenge contest submission presentation final.pdfbackground in our city we see citizen...

ICT based Service Transformation

Praful Gharpure

Idea Challenge Contest

Submission Presentation

Presentation Outline

Setting the Context

Theme of Idea

Implementation Stage 1 - Service Delivery – Leveraging Citizen Skill

Implementation Stage2 – Service Transformation – Leveraging Information Sources

Implementation Stage 3 – Poly centric development for Nagpur through Metrorail

Questions

Setting Context

Setting Context

Urban Service Delivery is fragmented in multiple entities

Multiple agencies interact with citizen for same information for their part of service

Citizen asking for services which are NOT on offer off the shelf

Current Scenario

Service Delivery initiatives cut across multiple providers as such need a comprehensive

framework for required harmonization. In absence of same duplication of effort continues and

benefits to end user are diluted for the want of end-user itself.

Exploring avenues for Urban services

provision as per a Common Platform

& as per citizen vision

The Context

Theme of Idea – Development of City Information Database

& Replicable Process Framework for Service Delivery

- 6 -

Stage 1 - Service Delivery : Immediate implementable

Leveraging Citizen Skills

1. Give a utility for youth to enroll their skill or service which they can offer.

2. Once enrolled their assessment can be planned through local labs polytechnics, ITIs

3. Those who qualify can be empaneled as service provider and information by their

residence shall be put in data base.

4. City administration to fix rate for service , provides id to provider.

5. Once done now Citizen can be given a login creation facility to enroll and request

service needed.

6. The skill matching through system to assign the enrolled youth to the job as per

geographic location of requester & provider and details informed to citizen and

youth.

7. Once service is fulfilled , end user pays the sum and feedback is recorded.

Background

In our city we see citizen running from pillar to post for getting basic services like

electricians , carpenters , plumbers , painters , pathology setvices etc

The idea is about extending helping hand through city administration via the website.

The website of corporation / collectorate / NIT need to

- 7 -

Stage 1 - Service Delivery :

Leveraging Citizen Skills - Benefits

1. Citizen gets authentic channel to enroll the skill.

2. City Infrastructure Database effectively used.

3. Citizen – i.e. End user gets authentic service .

4. Citizen gets channel to request service of choice.

5. Log is maintained of requests , services & feed backs for safety aspects

6. Youth get self employment Opportunity

7. Youth gets paid instantly,

8. Corporation gets part of same as revenue .

9. Service can be extended in many areas .

Bringing the services to doorstep of end user i.e

Vision of e-Governance is realized.

- 8 -

Stage 1 - Service Delivery :

Leveraging Citizen Skills - Scalability

Bringing the services to doorstep of end user i.e

Vision of e-Governance is realized.

- 9 -

Stage 2 - Service Transformation : IT solution building

Leveraging Information Exchange

Information Parameter

Service 1




Customer

Complete

Yes

No

Validation

At

Department

Approval & Delivery


Service 2




Customer

Complete

Yes

No

Validation

At

Department

Approval & Delivery


Service 3




Customer

Complete

Yes

No

Validation

At

Department

Approval & Delivery

Transformation Opportunity Assessment

Identifying Interdependencies

• Overlaps in Information parameters

• Overlaps in Validation Parameters

Reducing Effort

1.If Information parameter for

service 1 is same for service 3

can it be made reused?

2. Validation check already done

in service 1 can be used in

service 2 .

Drivers of Idea

1. Do currently digitized services have potential to extend

other services faster ?

2. Can pre-validated information be leveraged to provide

additional services ?

3. Continual information repository building

Stage 2 - Service Transformation :

Leveraging Information Exchange

Illustration - Registration Process for documents – Existing Process

As IS ProcessU

tilit

ies

Re

gis

tra

r

Offic

eC

ity

Su

rve

yC

orp

ora

tio

nS

elle

rB

uye

r

Visit for issue of

Fresh PR Card

Latest

Property

Tax

Receipt

Old Sale

Deed

Document

Fill Forms

Collect & Visit

to Submit

Documents

Information

verified

No

Yes

Accept Fees

Issue token

number &

Time slot

Revisit the

Registrar

office

Scan Documents, Take

Thumb Impression,

Picture, Give

Appointment for Issue

of Original Document

Original

Document

Issued to New

Owner

Revisit the

Registrar

office

Initiate

Application

for Mutation

Fill Form, Attach

new sale deed,

Old receipts &

submit

Verify

&Update

Records

Verify

&Update

Records

Records Updated

Process Ends

Verify

&Update

Records

As

Is

Pro

cess

Documents

Collection

Verification &

Submission

Subsequent

Updations

• Old Document

Collection – 1 Hr

• Getting Copies from

offices - 24 hrs

• Getting Forms – 0.5 hrs

• Form Filling &

Submission – 0.5 hrs

Total : 26.0 hrs

• Verification of

submissions

Documents – 1 hr

• Revisit for

scanning - 1 hr

• Fees Payment – 0.5 hrs

Total 2.5 hrs

• Document Scan,

Finger Print record

Physical signature

- 0.5 hrs

• Time till original

document Issued

- 24 hrs

Total 24.5 hrs

•Filling forms for

each department

- 0.5 hrs / dept

• Verification by individual

Department & Updation

Of Records

– 20 Business days

i.e. 480 hrs

Total 480.5 hrs

Total Process Time : 533 hrs

Note : Color codes for process steps are referenced to process maps

As

Is

Pro

cess

Documents

Collection

Verification &

Submission

Subsequent

Updations

• Old Document

Collection – 1 Hr

• Getting Copies from

offices - 24 hrs

• Getting Forms – 0.5 hrs

• Form Filling &

Submission – 0.5 hrs

Total : 26.0 hrs

• Verification of

submissions

Documents – 1 hr

• Revisit for

scanning - 1 hr

• Fees Payment – 0.5 hrs

Total 2.5 hrs

• Document Scan,

Finger Print record

Physical signature

- 0.5 hrs

• Time till original

document Issued

- 24 hrs

Total 24.5 hrs

•Filling forms for

each department

- 0.5 hrs / dept



Of Records

– 20 Business days

i.e. 480 hrs

Total 480.5 hrs

Total Process Time : 533 hrs


Registration & Issue

of Document


Leveraging Information Exchange To Be Process

Util

ities

Cor

pora

tion

City

Sur

vey

Reg

istr

ar

Offi

ceC

ity P

orta

lS

elle

rB

uyer

Issue

Acknowledgement

Email to Buyer &

Forward Document

for Verification

YesAll as per

Checklist

Online Application

Forms, Checklists

for Documents,

Fees DetailsInform Buyer &

Seller. 50% Fees

Refund.

Process Ends

Provide Old sale

deed, Tax

receipts, Utility

bills

No

Checks Details , Fills

online forms , Upload

Scanned copies of

documents, Pay

Fees

Interopreability

to facilitate

validation of

records from

multiple

departments

All Data

Verified

No

Issue

Appointment

for

registration

Visit the

registrar

office

Accept the submitted

documents,Update

records,Record Thumb

impressions,Photos,Issue

Digitally signed pdf sale

document

Yes

Receive

Digitally

signed

copy of

deal

record

Records

updated in

individual

system & new

set of

documents

issued

New

Ownership

record

received

Update transaction

count etc & End

Process

Registration Process for documents

To

be

Pro

cess

Documents

Collection

Verification &

Submission


of Document

Subsequent

Updations

• Old Document

Collection – 1 Hr

• Getting Old Documents

Scanned- 4 hrs

• Online Form Filling &

Submission Signed

contract Document

– 0.5 hrs

Total : 5.5 hrs

• Verification of

submissions

Documents – 1 hr

• Fees Payment Online

– 0.5 hrs

Total 1.5 hrs

• Visit Office for,

Finger Print record

Physical signature

- 0.5 hrs

• Digitally signed

document mailed

Total 0.5 hrs



of Records

– 2 Business days

i.e. 48 hrs

Total 48. hrs

Total Process Time : 52.5 hrs


To

be

Pro

cess

Documents

Collection

Verification &

Submission


of Document

Subsequent

Updations

• Old Document

Collection – 1 Hr

• Getting Old Documents

Scanned- 4 hrs

• Online Form Filling &

Submission Signed

contract Document

– 0.5 hrs

Total : 5.5 hrs

• Verification of

submissions

Documents – 1 hr

• Fees Payment Online

– 0.5 hrs

Total 1.5 hrs

• Visit Office for,

Finger Print record

Physical signature

- 0.5 hrs

• Digitally signed

document mailed

Total 0.5 hrs



of Records

– 2 Business days

i.e. 48 hrs

Total 48. hrs

Total Process Time : 52.5 hrs


Process Time reduction by 90%

The benefits of the idea are

1. Quality information to citizen and those visiting city and tend to settle.

2. City area gets a development index based on infrastructure available

3. Legality of developer projects and completeness status known to

citizen.

4. Buildings Vs Housing Units mapping possible

4. NMC gets revenue for sharing information to citizen.

5. Quality data is generated for rental / owned housing , owners of

multiple properties etc there by can be used for tax reforms by

authority.

Stage 2 - Conceptual Framework - Implementation


Leveraging Information Exchange - Benefits

Stage 3 - : Building on Stage 1& 2 works

Leveraging Nagpur Metro for Polycentric Development of City

N-S and E-W Rail / Road Corridors Crossing city

Development of rail stations at Khapri , Kalmana (on SE railway) and Kalmeshwar on Delhi BG rail line

to reduce load on Nagpur central station

to utilise Nagpur rail station as heritage structure and as Central tourist centre.



Nagpur MIDC

Kalmeshwar MIDC

Ajni Rly Stn

Nagpur Rly Stn

Itwari Rly Stn

MIHAN SEZ

To

Sa

on

er

Nagpur Airport

Khapari Rly Stn

Potential Growth Centre

Nodal Railway Stations

BG /NG Rly Lines

National Highway

Ring / Other Roads

Legend

Polycentric Development Plan

NorthKalmeshwar Rly Stn

MRTS Route

1. Centrality of City is leveraged in true sense & central area gets

de congested.

2. 3 New Rail Terminals enhance growth potential in industries at

Mouda , Kalmeshwar & Butibori.

3. Existing Nagpur railway station to be showcased as heritage

station,

4. Current vehicle load on central roads in city shall reduce.

5. The outer ring road shall be effectively utilized.



Benefits

Governance Structure aligned to Process Framework

Services Processes FunctionsRoles

Service Requests

Permissions / Approvals

Payments

Registrations

Licenses

Incident Reporting

Information Requests

Service Strategy

Service Design

Service Transition

Service Operations

Service Owner

Service Portfolio Manager

Change Advisory Board

Service Design Manager

Incident / Problem

Change/Configuration

Managers

Supplier Manager

Help Desk

Water Supply Sewage disposal Roads Street Lights Solid waste disposal

Citizen records Bldg Permissions Parking lots Transport Social Infrastructure

G2C Services Catalogue

Service Fulfilment

Infrastructure Provision/

Maintenance

Financial Management

Grievance Redressal

Granting Permissions

Key Differentiators

1. Integrated centralized processes – One framework for all services

2. Improved quality service provision

3.Cost-justifiable service quality

4.Services that meet business, Customer and User demands

5.Players knowing their role and their responsibilities in service provision

6.Learning from previous experience and

7.Demonstrable performance indicators

Source – Paper on Smart city Maturity – ISB Insights Magazine April 2015

Publications on the subject of ideas

Thank You

Contact – 9920715633

[email protected] / [email protected]