1. I MPROVING G OVERNANCE AND S ERVICE D ELIVERY THROUGH E-G OVERNMENT : T HE C ASE OF I NDIA CS Mamta Binani- President ICSI

2. Why e-government? “Everyone else is doing it, so its probably important and useful” “Its hype” “We don’t want to fall behind all others” “We think it will provide faster, more convenient government services” “We think it will reduce costs for individuals and businesses to deal with government” ”We think it will reduce costs for government (reduced data entry costs, lower error rates)” “We think it will improve democratic process” ”To reduce corruption and fight poverty” ”We need to reach out to a broader part of population” ”We think it’s a tool for transformation of public administration from bureaucracy to service provider”

3. A CCORDING TO W ORLD B ANK E-Government refers to the Use of information technologies That have the ability to transform relations with citizens, businesses, and other arms of government These technologies can serve better delivery of government services to citizens. 3

4. D EFINITION E-government is the use of information and communication technologies in government to provide public services, to improve managerial effectiveness and to promote democratic values, as well as regulatory framework that facilitates information intensive initiatives and fosters the knowledge society 4

5. 5 E-Government Environment-Dimensions

6. E-G OVERNANCE IN I NDIA The GOI has defined E-Governance as using IT to bring about SMART (simple, moral, accountable, responsive and transparent) governance Business process re-engineering Micro culture, Micro Geography, Micro needs and Micro Systems 6

7. P UBLIC S ERVICE D ELIVERY AND E - G OVERNANCE Public Service Delivery is the inter-relationship between the government functionaries and the citizens to whom the services of the government are addressed to, and the manner in which the services reach those for whom they were intended. Any effective public service delivery mechanism must ultimately lead to good governance. Models of Government Process Re-Engineering (GPR) vis-a-vis Continuous Process Improvement (CPI) An effective Public Services Delivery mechanism must lead to good Governance 7

8. P ROCESS OF P UBLIC S ERVICE D ELIVERY Identify all the services Identify the modes of Service Delivery Identify categories of beneficiaries Prioritise the services Analyse the ‘as is’ status and process Identify all resources that are available Identify gaps Innovate and Adapt Run pilot programs 8

9. Promoting E-Government in India The National e-Governance Plan (NeGP)

10. P ROMOTING E-G OVERNMENT IN I NDIA 1. The National e-Governance Plan (NEGP) Vision Approach and Methodology Mission Mode Projects Funding sources Capacity building 10

11. V ISION "Make all Government services accessible to the common man in his locality, through common service delivery outlets, and ensure efficiency, transparency, and reliability of such services at affordable costs to realise the basic needs of the common man" 11

12. T HE N ATIONAL E -G OVERNANCE P LAN (N E GP) A PPROACH AND M ETHODOLOGY Setting up Mission Mode Projects Mission Mode Projects are entrusted with the task of capacity building, generating awareness and communication, sharing of information on standards and policies and measuring impact on outcomes of the policies of NeGP e-Office Mission Mode Project Infrastructure components 12

13. I NDIA ’ S T HE N ATIONAL E -G OVERNANCE P LAN (N E GP) S COPE OF O UTPUTS E-Courts Treasuries National ID National GIS for planning Other EDI (customs & foreigh trade) E-BIZ E-Procurement Commercial Taxes Excise Company affairs Services to Business (G2B) Common Services Centres: Single-window public service delivery points eventually reaching all the 600,000 villages in India State Wide Area Network SWAN: fiber optic connectivity up to block level Countrywide State Data Centers All India Portal National E-Governance Gateway Land records Property registration Road transport Agriculture Municipalities Panchayats Police Employment Exchange Education Health Food Distribution & other welfare programs  Income Tax  Passport, visa and immigration  E-Posts Services to Citizens (G2C) IntegratedStateCentral

14. I NDIA ’ S T HE N ATIONAL E -G OVERNANCE P LAN (N E GP) F UNDING S OURCES  Existing ministry budgets (3% national guideline for IT)  Existing State funds  Additional Central Assistance (ACA) from the central government to the states.  External financing from the Bank and other donors, with harmonized administration procedures.  Private financing through Public Private Partnerships (PPPs)  User charges 14

15. I NDIA ’ S T HE N ATIONAL E -G OVERNANCE P LAN (N E GP) S TRATEGY -C APACITY B UILDING Provide expert Training on project management and procurement Support BPR plans of implementing departments Finance extensive training program Nurture stakeholder/domain networks 15

16. E-G OVERNMENT I NITIATIVES T ILL D ATE Customs and Excise (Government of India) Indian Railways (Government of India) Postal Department (Government of India) Passport / Visa (Government of India) CARD – Registration Project (State Government of Andhra Pradesh) LOKMITRA (State Government of Himachal Pradesh) 16

17. C USTOMS AND E XCISE (G OVERNMENT OF I NDIA ) 17

18. I NDIAN R AILWAYS (G OVERNMENT OF I NDIA ) 18

19. 19 Gujarat State Level Initiatives for Public Service Delivery

20. G UJARAT S TATE L EVEL I NITIATIVES FOR P UBLIC S ERVICE D ELIVERY SWAGAT E-GRAM THE JAN SEWA KENDRAS GYAN GANGA IWDMS (Integrated Work Flow and Document Management Systems) 20

21. E-G OVERNANCE -F UTURE D IRECTIONS D IGITAL I NDIA In the newest of the initiatives of GOI Prime Minister Shri Narendra Modi has embarked on a dynamic scheme of Digital India The aim is of expanding and strengthening the present system of e-governance in India. 21

22. 22 N INE PILLARS OF GROWTH AREAS IN DIGITAL INDIA PLAN

23. R OLE OF C OMPANY SECRETARY IN PROMOTING E - GOVERNMENT STRATEGY Promoting e-Governance at National and International level MCA-21 E-Filing Sec 398 of Companies Act 2013 23

24. E-G OVERNMENT : L ESSONS OF EXPERIENCE E-Government cannot perform as a substitute for governance reform E-Government must address the rural urban divide Manage expectations: e-government is not a magic bullet Translating promises to benefits involves difficult organizational changes. There is no “ one size fits all ” strategy: the context needs to be understood Balance top direction and bottom up initiative Avoid large failures; deliver early results 24

25. E-G OVERNMENT : L ESSONS OF EXPERIENCE Identify priority interventions that are capable of exploring a country ’ s competitive advantage, delivering cross-cutting positive impacts Promote partnerships between government, private sector, civil society and donors Avoid technology focus: ensure complementary investment; skills, organizational innovation and incentives are crucial for making technology work Emphasize training and capacity building 25

26. C LOSING THOUGHTS A country’s e-government strategy will need to be calibrated to the country's situation in terms of PC & Internet penetration, (adequate technological infrastructure) Software development capabilities available locally, Literacy levels (both conventional & IT), economic level (ability to pay), Legal framework Languages prevalent, etc. Preparedness and commitment of political, administrative and technical leadership. 26