FOSTERING GATI GOVERNMENT OF GOA Sachin Rana, IAS and Saieesh Gandhi

GATI through Excellence in Governance ( Governance through Accountability, Transparency and Innovation)  e-Krishi, Directorate of Agriculture  e- Revenue, District Administration North Goa District

e- Krishi Directorate of Agriculture

Objectives  Have an authentic farmer database by digitizing farmer records and issue Krishi Card.  Re-engineer process to save time and bring in Transparency and Accountability.  Applications Status tracking.  Prevent duplicity of claims  Decrease paperwork  ERP for services

Achievements  90% coverage of farmers is achieved and the data base is sanitized.  Results of optimizing the process through re-engineering yielded the following results: a) Reduced TAT from 100 days to 30 days. b) Touch points/ activities reduced from 64 to 6 c) Savings:

Achievements  Application tracking by PUSH & PULL SMS  Savings due to prevention of duplicity from a single Assured price scheme for year Office Name Total Application Bill Duplicity Land Duplicity Total subsidy applied for Duplicate Lands in Rupees Zonal Agricultural Office, Bardez Zonal Agricultural Office, Canacona Zonal Agricultural Office, Sattari Zonal Agricultural Office, Quepem Zonal Agricultural Office, Salcete Zonal Agricultural Office, Dharbandora500 0 Zonal Agricultural Office, Ponda Zonal Agricultural Office, Bicholim Zonal Agricultural Office, Tiswadi Zonal Agricultural Office, Sanguem Zonal Agricultural Office, Pernem Total ,28,441

2 nd Phase in Progress  Farmers to apply online or by mere phone call to toll free no.  Pull SMS service to fetch status of application.  Linking of Directorate of Accounts for seamless integration of subsidy disbursal.  Providing login for financial institutions for credit assessment.  Providing subsidy at source by providing interface for APMC/ Cooperative societies.  Extension Executives -operating at panchayat level to bridge the digital gap. Based on the success of 16 services offered by 1 st phase e-Krishi, second phase covers remaining 60 services

Way Forward…  Arrest the decline and improve the Agri Sector.  Paperless transactions for all G2C services.  Subsidy disbursal at source.  Better utilization of resources i.e. employees and infrastructure  Platform for  Businesses for B2B and B2C services  G2G and G2 financial institutions

e- Revenue District Administration North Goa District An e-Governance platform for Fostering GATI and Citizen centric services delivery

Initiative in Brief  Village Level Delivery of Services to the Citizens  Delivery of services to the citizens at the grass root Village level, through Talathi instead of going to the Taluka office  Single Window for Partition and Conversion of Land  First of its kind to link the line departments horizontally concerned with the processing of an application. A single window in the system meant a single window across departments and not within the department.

Situation before the Initiative Difficulties faced by the Citizens  Delay in processing application due to multiple Contact points  High number of rejections mainly due to insufficient document.  No standard Application Status Tracking mechanism  Lot of inconvenience to the Applicant - frequent visits to the Dy Collector and Mamlatdar offices  No mechanism, regarding the status of application and if it is held up, the reasons for the same.  Since there were more than one departments involved, thus delay in coordination between the departments, which caused further delay in processing of the application.  7 Lakh Population, 107 Village Panchayats, 5 Taluka, North District of Goa Therefore the need was felt to develop a single platform named e-Revenue that integrates Process Re-engineering, E-Governance and Mobile Governance so that the various services provided can be made more Time-bound, Accessible, Transparent and Citizen-centric.

Pre-implementation Village Level Delivery of Services to the Citizen Earlier Process Flow Diagram

Minimum Government- Maximum Governance

Pre-implementation Single window for Partition of Land

Minimum Government- Maximum Governance

Pre-implementation Single window for Conversion

Minimum Government- Maximum Governance

Key Features  Single Window Delivery Mechanism- Public need to visit only a single office to get the entire process of Partition and Conversion.  Totally integrated with functionalities of four concerned Departments:  Collectorate North Goa  Town and Country Planning (TCP)  Office of the Dy Conservator of Forest  Department of Survey Settlement and Land Records (DSLR)  Online monitoring of the process and fixing of time limits for each step ensures that the service is delivered in a time bound manner.  SMS intimation to the citizen at every stage.  Total transparency in processing of the application.  Time bound Delivery monitoring mechanism in the workflow.

Implementation Strategy  Continuous training of Manpower with emphasis on the Motivation and Morale  Planned ICT Infrastructure with adequate Annual maintenance contract  Participative Approach  Active participation by the Offices of Dy Collector and Mamlatdar implementing issuance of online Certificates, Public awareness - constant interactions with the Village Panchayats, Municipal Bodies, Media Campaigns etc.  Motivating Citizens to use website to track and monitor Application Status  Involvement of Local Representatives.

Benefits of the Initiatives  Marked improvement in delivery of services- single window system  Better and quicker interface with applicants - SMS & online system  Time bound service delivery to the citizen - Adherence to the Time-bound Delivery of Service Act of Goa  Improvement in measurable indicators  So far around 27,478 certificates have been issued through Village Level delivery of services  1205 applications in Partition of Land  262 applications in Conversion of Land have been processed through the system.  Processing time for Conversion and Partition of Land is cut down from 6-8 months to 3-4 months.  Certificates are issued within the same day or latest by the next day.  This has brought down the pendency rates by about 25%.  Cost incurred by the citizens – No additional cost is levied for accessing e-Revenue services.

Major Challenges …  Poor levels of ICT operation capacity by ground level staff  Overcome through rigorous training, handholding, capacity building.  Reporting ICT failure  Maintenance engineers were placed and continuous coordination with GBBN Network.  AMC was done with the hardware vendor and engineers were placed to resolve the ICT issues.  Call Log system  Put in place, so that resolving period is tapped and then appropriate action was initiated.  Continuous monitoring and evaluation  MIS report are monitored closely on two aspects  Number of Application received, processed and pending  Time taken in processing the Application

Ease of Replication and Way Forward…  The system was designed using masters so that adding of new services and offices is made easier.  The system is designed in a totally user friendly manner with minimal data entry and after taking inputs from the ground staff who are to use it.  All hardware and server configurations were designed considering four-fold increase in the quantum of Application in the coming decade.  The concept of the single window as a system across department and not just within the Collectorate makes it very adaptable to modifications and ensures its replicability across different types of services.  For instance, the single window system which was initially developed for simplifying Partition was subsequently and in a very short span of time in only 4 months was adapted to include Conversions as well.  The same system is intended to be used for simplifying Mutations in North Goa District very shortly.  Addition of the new Certificates to be issued by e-Revenue such as Natural Calamity Relief Certificate, Matriz Certificate, Sound Permission etc. The e- Revenue platform has been designed in a way, that is easily replicable and scalable across districts and across the States to “Foster GATI through Excellence in Governance and providing Citizen- Centric Services Delivery“.

Thank you …  Sachin Rana, IAS Asst. Collector  Saieesh Gandhi, Agriculture Officer