LOKVANI (The Voice of Common Man) effort An e-effort to empower common man 20 th 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

Developed Country by 2020 Our President’s vision

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?

Our Past Successes Bhoomi Railway Reservation System Banks E-Seva

Bhoomi

Railways

Banks

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…

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

Public grievance redressal-Lokvani System LokvaniServer DMoffice ConcernedDepartment Third Party, Lokvani Kiosk customer

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

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

Lokvani – Business Model 3 Key components  Viability  Sustainability  Replicability

Typical Lokvani kiosk…

Average Income of Kiosks (from single service)

Viability of the Kiosk…

 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…

 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 Proposed Services (Contd…)

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

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 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 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

Awards…  Dataquest e- gov Champion Award  Winner of Golden Icon Award at National e-governance Conference  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. 2004Studies of Similar initiatives in Dhar(M.P) and Jhalawar (Rajasthan). Sept.-Oct Plugging the loopholes and designing a new system in consultation with all District level officers. Oct.2004Establishment of a registered society “LOKVANI, SITAPUR” at district level. Nov.2004Registration, 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.2005Weekly monitoring of performance Feb.2005brought on internet Feb.2005Land Records on Lokvani Apr.2005dashboard added May.2005Muster Rolls Jun.2005Status of Arm Licenses Jun.2005On Line Tenders Jun.2005IVRS 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 ?? 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-GovernanceChallenges Change is a challenge, but no challenge is insurmountable. Simplification of Process & reforms in the way Government works Changing the mindset of people, their approach & attitude Hardware, Software, Networking, Platform, Integration Bringing speed, efficiency and transparency Procedural Issues Change Mgmt Issues Technological Issues System Issues

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 % Business Process Reengineering % Technology

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

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