LOKVANI (The Voice of Common Man) An e-effort to empower common man 20th July, 2006 at LBSNAA, Mussoorie By Amod Kumar District Magistrate, Faizabad

Outline of presentation Relevance of e-Governance for India Demonstration & technical details of Lokvani (WHAT?) 1. Front-end 2. Back-end Process of implementation & administrative details (HOW?) e-Governance issues

Our President’s vision Developed Country by 2020

India can’t be a Developed Country if It is not e-Governed

Why?

Large Population

Wide Spread Corruption

Implementing RTI Act 2005 is impossible without e-Governance.

Slow & lethargic beurocracy

Long decision time

Can we be e-Governed nation?

Yes

Our Past Successes Bhoomi Railway Reservation System Banks E-Seva

Bhoomi Photographs to be inserted

Railways Photographs to be inserted

Banks Photographs to be inserted

Our Role Models Computerized railway reservation system Bhoomi, Karnataka

What is Lokvani? Lokvani is an Internet kiosk based G2C interface for providing various information and public grievance redressal in a transparent, accountable and time-bound manner by forging effective Public-Private Partnership (PPP)

Welcome to LOKVANI… www.sitapur.nic.in/lokvani

Public Grievance Redressal -Existing System Senior Officers ? Departmental officers Field level officers/employees Common man

Public grievance redressal-Lokvani System DM office Lokvani Server Concerned Department Third Party, Lokvani Kiosk customer

Lokvani & RTI Act… Online request request Govt. Customer office kiosk Scanned online copy scan online online forwarded Hard copy Hard copy NIC DM Office Dispute resolution

Lokvani & Single Window Kenrda Govt. office customer request forwarded Single Window Kendra Certificate issued in time certificate

Typical Lokvani kiosk…

Average Income of Kiosks (from single service)

Viability of the Kiosk…

Viability of the Kiosk…

Viability of the Kiosk…

Proposed Services… Online court cases, cause lists, judgements Online Electoral Rolls Vehicle Registration, Driving License Payment of electricity bills, phone bills Ration cards and allotment to qotedar. Police thana computerization / networking connectivity Tourist Related information Daily rates of Fruits/ Vegetables/ Grains Online pensioners info. / Installation of IVRS – SMS Parivar register Database (Rural & Urban) All employees Database University/ College info. (Seat Availability, Admission)

Proposed Services (Contd…) Health info. (All Hospitals/ Nursing Homes/ Laboratories) Recovery Certificates (R.C.s) Industries info (Durry exporters etc.) Registry of properties Banking Services Drinking Water facilities Database Development from MP/MLA funds Khasra and Jamabandi records SC/ST tracker

Will it Sustain? Kiosk operators are partners & motivators Cost saving Taste of convenience , no roll back Public satisfaction Most ignored group, feeling of regaining faith in administration

Strengths of Lokvani… Transparency and accountability to complainant. Complete transparency in all works / schemes / beneficiaries / selection / expenditure etc. Compulsion to come to District / Tehsil Head Quarter avoided. Effective monitoring of all complaints / grievances. 24X7 services. Monitoring of performance of district level officers is possible by senior officers at state headquarter.

Achievements… More than 70,000 complaints registered and 68000 disposed off in about 20 months. First successful e-Governance project in Uttar Pradesh First District in country to provide On line Land records on Internet in Hindi. Government of has come out with a G.O to implement Lokvani in all Districts of U.P

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… Dataquest e- gov Champion Award-2006 Winner of Golden Icon Award at National e-governance Conference-2006 Won special mention (second place) in Public Administration category at Stockholm Challenge Awards 2006.

Constraints Mindset of government functionaries Lack of satisfaction of meeting personally with the officer Enclosures cannot be attached with application Possibility of fake complaints Sustainability Quality vs. Quantity

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 March2006 Single window kendra (SWK) opened RTI use through Lokvani

Lessons Learnt… 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 Socializing helps No subsidies No need to be a technocrat PPP is must for sustainability Strategy (calculated moves) Use of media and politicians

Role Model

Our Vision

Road Ahead… Making kiosks a single window ATM for all citizen related government services of the state and central government.

What is e-Governance ?? Citizen & Good Governance There are innumerable definitions of e-Governance, but all are focussed on ….. Citizen & Good Governance In our view e-Governance is ... Utilizing the ICT Services as a highly effective enabling tool for Good Governance in the shortest time frame, and to empower citizens through knowledge and information.

Elements of e-Governance Faith & Commitment Outside looking-in approach from perspective of citizen, customers, partners & suppliers Citizen empowerment & constant feedback Re-design processes to create value proposition for customer & employees Be prepared for change Culture of sharing & teamwork Support from outside – legislators, media, citizen A tool to deliver goods & services efficiently, interactively in the shortest possible time and lowest possible cost.

Stages of e-Governance e-Democracy - is the goal e-Development - is the outcome e-Governance - is the first step

e-Governance Challenges Procedural Issues Simplification of Process & reforms in the way Government works Procedural Issues Change Mgmt Issues Changing the mindset of people, their approach & attitude Technological Issues Hardware, Software, Networking, Platform, Integration Bringing speed, efficiency and transparency System Issues Change is a challenge, but no challenge is insurmountable.

Challenges of e-Governance in U.P Computerization seen more as a publicity tool, a fashion than for any real purpose. Hence no people’s support for it. Mindset of Government employees (fear of losing extra income). More efforts for G2G than G2C, leading to no perceptible benefits to common people. Infrastructure, power, and communication problems Education, illiteracy

How?

e-Governance:Components of Success % % Luck Change management % Technology % Business Process Reengineering

Whether you like it or not, you have no choice but to implement e-Governance. The only choice you have is to choose your favorite dish from a big menu…….

Some dishes…. Police Court work R.C.s computerization Integrated land management system Monitoring of officers (MIS) Unique citizen id Election (GIS) RTI Blocks Items of e-Seva Birth to death approach

Thank You Garib Jaan ke humko na tum bhula dena, Tumhi ne dard diya hai tumhi dawa dena