1. Governance reforms and IT A practitioners’ experience with reference to “FRIENDS” & “AKSHAYA”

2. Perception oPublic systems are ineffective, lots of red tape, procedural formalities, corruption, delay IT enabled systems are sleek, smart and effective E-governance would drastically change public systems It is the lethargy and resistance on the part of employees that hold back e-governance

3. Kerala –Background of IT enabled governance Lot of hype about e-governance Clear understanding of government essential Government has to be looked at as an organization within the socio-political context The deliverables of e-governance needs to be defined

4. Deliverables 1.Ensure that the government is more citizen friendly 2.Systems for data management and activities/processes dependent on the same (Elections- photo affixed rolls) 3.Improve transparency and social audit ( websites, call centers and bulk mailing to subscribers about government activities)

5. Improving citizen friendliness Citizen interaction with governance on three major aspects: 1.Payments to be made to government- taxes, duties 2.Entitlements to be received from the government- certificates,permits,licenses 3.Information required from government- jobs, schemes, programs Citizen focused governance needs to address these three aspects primarily

6. IT enabling the Citizen Interface Typically back end computerization essential This could be a long drawn affair A workable interface which can trigger back end computerization and prompt extensive outreach Initially focusing on payments and information

7. Friends The objective To induct a philosophy of service delivery in Government. To treat the citizen as a valuable customer who pays for services, to be treated with respect

8. Friends Contd… The objective FRIENDS an integrated electronic interface, where citizens can access Govt. services, pay bills & taxes & obtain information from Govt

9. Multiple computer counters deliver services in a pleasant setting,with highly trained & motivated young staff. FRIENDS centers set up in 14 districts of Kerala. Works 7 days a week, 12 hours a day Friends Contd…

10. Financial Year 2000-2001 : Rs. 5.68 crores Financial Year 2001-2002 : Rs. 52.39 crores Financial Year 2002-2003 : Rs. 105.08 crores Financial Year 2003-2004 : Rs. 158.77 crores Financial Year 2004-2005 : Rs. 114.04 crores* ( * till October 2004) Friends - Overall Picture

11. No. of Visitors per day– about 1458 (19588) Expenditure per month-Rs. 34688(Rs;4.7 Lakhs) Collection per month – Rs. 96 Lakhs(Rs.11.13 Crores) Friends – The Average Centre

12. Citizens: Single interface Transaction time dramatically reduced to 3-5 minutes Govt. open always Treated with respect as a valued client Corruption-free Staff Better service conditions, sense of fulfillment Friends – The Benefits

13. Government Improved perception of Government- 99% of Customers fully satisfied with FRIENDS Enhanced revenues- growth rate of 150 % per year Demonstration of advantages of IT induction Friends – The Benefits..contd…

14. Only one center in a district Free service and viability Further expansion would require more staff deployment Extension/wider roll out has to be on a non government owned mode Friends – Limitations

15. Big demand for roll out The logic of such centers in rural areas more to do with ease of access rather than convenience Working hours not the critical factor; but access is critical Connectivity issues; viability issues Need for Organic Growth

16. AKSHAYA was structured as a marginally unviable entrepreneurial venture Post e-literacy, Akshaya to be viable with IT enabled services E-Pay a major attraction Home collection and remittance; more IT services including training Leveraging Akshaya

17. Instead of blind PPP replication, integrated with Akshaya Ensures viability of Akshaya Centers Internet banking by SBI Now 105 centers in Malappuram; one in each Panchayat Gross collection Rs.30 Lakhs in 45 days Akshaya- Reaching out to Citizens

18. Thank You !