Lokvani : An e-ffort to empower A case study from rural India 17th June, 2006 at Technology Sabha By Amod Kumar District Magistrate, Faizabad

Our President’s vision Developed Country by 2020

Lokvani : Taking IT to Masses lR;eso t;rs Lokvani : Taking IT to Masses

What is Lokvani? Lokvani, Sitapur is an internet kiosk based system for providing various information, services and public grievance redressal in a transparent, accountable and time-bound manner.

? Public Grievence Redressal EXISTING SYSTEM Senior Officers Departmental officers Field level officers/employees

Lokvani - Process DM Concerned Lokvani Department Server Third Party, Lokvani Kiosk

Lokvani Kiosk

Lokvani – Business Model No subsidies & loans Competition and profit driven (win/win for all) Rs.2000/- annual for registration and training Rs.2/- per grievance for maintenance All capex and opex to be borne by the kiosk owner Standard fees for services

Lokvani – Business Model 3 key components : Viability Sustainability Replicability

Available Services Online land records (Khataunis) Online registration, disposal and monitoring of public grievances. Online registration, disposal and monitoring of RTI applications Online causelists of revenue courts IVRS/ SMS facility for complaints status Call Centre ( Manual) for pensioners On line status of arms license applications. GPF Account details of basic Education Teachers. Online tender publication/ monitoring. Information of various government schemes/ prescribed government forms List of different development works / Schemes / Expenditure / Beneficiaries etc. Details of work done under MPLAD / Vidhayak Nidhi. Allotment of funds to Gram Sabhas under different development schemes. Allotment of Food grains to Kotedars (fair price shops). Other useful information of public interest. Single Window System Caste/ Income/ Domicile Certificates Death/ Birth Certificates Driving Licences (Learning)

Proposed Services on Lokvani Online Electoral Rolls Online payment of electricity, phone bills Police station computerization / networking Tourist Related information Mandi rates of fruits/ vegetables/ foodgrains Parivar register Database (Rural & Urban) Govt employees Database Information on educational institutions. Health information. (All Hospitals/ Nursing Homes/ Laboratories) Revenue Recovery Certificates (RCs) Banking Services Drinking Water facilities Database Irrigation facilities Development from MP/MLA funds Khasra and Jamabandi records

Average Income of Kiosks (from single service)

Highest Earning Kiosk

Kiosk – Services Offered Vs Income

Kiosk – Reach of Kiosks Vs Income

Kiosk – Sustainable Income

Strengths of Lokvani Total Transparency, Accountability and Easy Accessibility Very easy monitoring of all complaints and grievances as well as the performance of the officers 24X7 access to services Self Sustainable PPP Model Manipulation of records not possible Job creation in rural areas Bridging the digital divide Easily replicable A new way of interacting with the government without having to go to any government office

Achievements Successful operation despite heavy power shortage (6 to 7 hours electricity availability) Being replicated across all the districts of UP by State G.O. dated 16th June 2005 Accepted and extensively used by citizens An average of 100-150 grievances being received daily More than 60,000 grievances redressed in 1.5 years

Uniqueness of Lokvani First successful zero support based PPP model for kiosks in the country Profit and competition can overcome power shortage, illiteracy, poverty, adverse socio-political conditions, lack of professional work culture 60000 rural people using it in just one district Going beyond just provision of services to make the govt. accountable and giving the citizen the right to answer The stages of e-Governance-1.Games 2.word processing 3.Computerization(MIS) 4.G2C(bill payment, SWK, other services) 5. Accountability and answerability

Awards Won golden icon award for outstanding performance in service delivery at 9th national e-governance conference at Kochi from government of India. Lokvani chairman won Dataquest e-champion award at e-gov summit 2006,Delhi. Won special mention (second place) in Public Administration category at Stockholm Challenge Awards 2006

Media Coverage

Constraints Quality vs. Quantity Mindset of government functionaries Lack of satisfaction of meeting personally with the officer Enclosures cannot be attached with application Possibility of fake complaints Sustainability Linking salary drawl of officers to their performance in grievance redressal

How we did it Sept. 2004 Studies of Similar initiatives in Dhar(M.P) and Jhalawar (Rajasthan). Sept.-Oct. 2004 Plugging the loopholes and designing a new system in consultation with all District level officers. Oct.2004 Establishment of a registered society “LOKVANI, SITAPUR” at district level. Nov.2004 Registration, training and agreement with already running computer centers/ cyber cafes in the district on a fixed fee (Rs. 1000)

How we did it Contd. Jan.2005 Weekly monitoring of performance Feb.2005 brought on internet Land Records on Lokvani Apr.2005 dashboard added May.2005 Muster Rolls Jun.2005 Status of Arm Licenses On Line Tenders IVRS Introduced Nov.2005 Online RTI applications Dec.2005 Single window system introduced Jan.2006 Online revenue court cases

Lessons Learnt No subsidies and loans First increase the no.of services delivered through kiosks and then increase their reach in rural areas Kiosks must be self-sustainable and profit driven A combination of govt. and private services to be delivered through kiosks to ensure sustainability Better copy than reinvent the wheel Seeing is believing Team spirit (giving credit/appreciation/freedom) Best is the enemy of good Failure is the pillar of success Strategy (calculated moves) Use of media and politicians

Role Model

Our Vision

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