POC for e-Governance Enterprise Model & Quality Management for e-Governance at District Level: Citizen- centric Service Delivery System Leveraging Web Application, SOA and Enterprise Architecture for Higher Efficiency and for Comprehensive Framework by D.N.Gupta Centre for Excellence in Governance, ISID 1

Part I 2

Critical Concerns Lack of integrated view of services. Automation of a few Services of a Department; and Partial Automation of Services do not improve the Efficiency much There is no online service delivery at e-Kiosks Services are not provided in the form of a package Several Applications can not speak to one another: So far, the applications are developed in different platforms, which are not compatible to one another. …… resulting into very less number of e-services availed by citizens through e-Kiosks Source: based on Study in Rajasthan and AP 3

Way Ahead Part II Need for Comprehensive Framework and Solutions 4

Key to Success for e-Governance Five Key Considerations  I. Package of Services to Citizens at e-Kiosks Application for online service delivery  II. Integrated View of Services for Efficiency gain ERP for integrating the Databases  III. Horizontal and Vertical Integration in Future SOA and Web-services  IV. Citizen Management Application for CRM  V. Support for Multiple Channels of Communication Like IVRS, PDA, Mobile, Internet, Landline phone 5

Service Oriented Architecture (SOA) Web Services Database Server Application Server Web Server State Data Centre ( SDC) Online Services at e- Kiosks ERP for Government Office (Tehsil) Citizen Relationship Management (CRM) Knowledge Management (KM) Application on GIS Platform for Land Management Internet firewall Mobile Phone Personal Digital Assistant (PDA) Interactive Voice Response System (IVRS) Personnel Computer (PC) e-Service Provider (Tehsil) Internet firewall SWAN Citizens E-Governance System Architecture Landline Telephone 6 Government Gateway Payment Gateway

11 Service Oriented Architecture (SOA) Database Server Application Server Web Server Online Services at e-Kiosks ERP for Government Office (Tehsil) Citizen Relationship Management (CRM) Knowledge Management Integrated services to citizens Internal processes Integration of all the databases Complete MIS for effective monitoring Supporting Multiple Channels (IVRS, PDA, Mobile, Landline, PC) Online submission of Application, tracking of Application Classification of grievances Customer help Queries on GIS-based maps MIS for decision-making at higher levels Payment options Search engines for Knowledge Management for: - Acts - Rules and procedures - Case laws - Reports - Documentation - Past records - Information dissemination Land Data Management Recovery of Govt. dues RTI Relief Management Caste Income Domicile Any other Certificate Disaster monitoring MIS Stock management Work flow management Relief distribution Registration Mutation and updation of records on GIS platform Land Acquisition Information about various services Records HR Finance and accounts Internal Processes Management Digitised Legacy Data Aggregation of Data with Time DATABASESDATABASES DATABASESDATABASES e-filing Work flow management Status of dates MIS Certificates Application on GIS Platform (for Land Management) for GIS land map Registration Mutation Up gradation of Records (Maps and Tables) Disaster Management and Relief Distribution Land Acquisition Internet firewall Personal Digital Assistant (PDA)Mobile PhoneLandline Telephone Personnel Computer (PC) Interactive Voice Response System (IVRS) Citizens Revenue Court Submission of application Work flow management (end- to-end solution) Tracking of application Payment options Complete data security (Digital Signature, Biometrics) Online service delivery e-filing Work flow management Status of dates MIS SOA and Web-services scope For future add-ons For horizontal integration For vertical integration APPLICATIONSAPPLICATIONS APPLICATIONSAPPLICATIONS System Flow Chart for e-Governance at Tehsil in a District Government GatewayPayment Gateway

Technologies / Standards A.Enterprise Solution (for unified view of services and functions) ERP Application for Tehsil covering all the processes and integration of all the Databases; and also CRM and Knowledge Management B. Service Oriented Architecture (SOA) and Web-based Solution for Future Horizontal and Vertical Integration C. GIS: As regards the land management system, it is envisaged to work on GIS Platform, and to develop IT Application for updation of records on GIS maps D. Multiple Communication Channels IT Application that will be developed will take into consideration multiple communication channels (like IVRS, PDA, Mobile, Internet, Landline phone) in order to provide convenience to citizens. 8

Key Deliverables I.Application for Online service delivery at e-Kiosks (SOA and Web-enabled Services) (through complete BPR, security of data and change management). Also, it will include: online submission of Application, tracking of Application, payment options and so on. SOA and Web-enabled Services for future Horizontal and Vertical Integration II. Enterprise Application : ERP for Tehsil covering all the processes (internal functioning and external service delivery) and integration of all the Databases III. IT Application for Citizen Relationship Management (CRM): encompassing multiple delivery channels (like IVRS, PDA, Mobile, Internet, Landline phone). Among others, it will include: online submission of Application, tracking of Application, classification of grievances, information dissemination, queries on GIS- based maps, customer help, MIS for decision-making at higher levels, payment options and so on. IV.Application on GIS Platform : A. For Land Management (Registration, Mutation, and updation of records (in Tables and Maps) ; and, B. Disaster Management and Relief Distribution V.Technical Document for Sustainability, Replicability and Scalability (covering BPR, Change Management and Capacity Building Plan, including necessary guidelines / measures that are needed for bringing changes in the Acts / rules. 9

S.N.IndicatorsIn manual / semi-manual system (in a Year) In automatic system (with ERP and CRM) (in a Year) 1Total no. of interactions by citizens with the office (Average) in a Year * 1,50,00040,000 2Total Number of touch points for all the Applications 1,75,00050,000 3Number of Registers / Files / Documents to be referred (within Section) 1,10,000 22,000 (Integrated Database will handle) 4Inter-section checking of records / databases 65,000Integrated Database will handle 5Man days of office (consumed in providing services) 8,880 (of Staff) (of officers) 1,500 (of Staff) (of officers) 6Man days (consumed in interacting with the office for availing services) 18,750 (60 man years)2,000 (7 man years) 7Cost to the citizens (aggregate)25.30 lakhs2.5 lakhs (Nominal) 8Cost to the Office (aggregate)40.0 lakhs (Rs 182 per unit)6.0 lakhs (Rs 28 per unit) 9Process (Throughput) Efficiency11.56 %95.00 % Key Parameters for Comparison: Partial Automation vs Full Automation (with ERP and CRM) in a Tehsil (in a Year) Note: Figures are Approximate * Total Number of Services in a Year: 22,000. All Services [ROR, Certificates (Caste, Income, Domicile), Court matter, Registration, Mutation, Relief matter, RTI, Misc. 10

I.Unified Services of the Department Project’s attempt is: Complete reengineering of Systems and Processes to give unified view of ALL services in the Department for effective control and efficient delivery of services at e-Kiosks in a District II. Template for Replication The Applications (for i. on line service delivery; ii. ERP; iv. CRM; and iv. Knowledge Management) so developed will provide Template, and with some customization, these can be replicated for other Departments at District Level III. Proof of Concept (POC): for Horizontal and Vertical Integration By developing Proof of Concept (POC), Project will provide Comprehensive Framework and Solutions for Horizontal and Vertical Integration of Services of other Departments in the District IV. Synergy It will synergize with the on going efforts being made under e-Governance How Pilot Project will add Value 11

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