1. Governance, Good Governance and e-Governance

2. Agenda Defining Governance
Good Governance – Citizen Centric Administration & Citizen Charter
e-Governance – key objectives, benefits & implementation
Challenges in e-Governance
Need for transformation in government

3. What is Governance? Process of decision making
Process by which the decisions are implemented
Process of review & monitor
Process of control

4. What is governance? THE HOW PART
Governance comprise of:
Traditions
INSTITUTIONS and
Processes
That determines how:
Power is exercised
Citizens are given a voice
Decisions are made on issues of public concern

5. Objectives of the government
A SYSTEMATIC EFFORT TO FOCUS ON THE COMMITMENT OF THE GOVERNMENT TOWARDS ITS CITIZENS IN RESPECT OF STANDARD OF SERVICES:
INFORMATION
CHOICE & CONSULTATION
NON-DISCRIMINATION & ASSESS ABILITY
GRIEVANCE REDRESSAL
COURTESY and
VALUE FOR TIME & MONEY

6. WHAT IS INFORMATION TECHNOLOGY ?
DATA STORAGE
DATA PROCESSING
DATA TRANSFER

7. WHAT DOES INFORMATION TECHNOLOGY MEAN FOR A MANAGER ?
IT MEANS FREEDOM FROM
1. PLACE
2. TIME and
3. PERSON

8. What is Good Governance?
PEOPLE
people
people
PEOPLE

9. Krishan Mohan

10. The Eight Attributes of Good Governance
Accountability
Government institutions, elected and appointed representatives and the professional bureaucracy must be accountable to the public. Accountability requires transparency and the rule of law.

11. 2. Transparency
The processes by which public institutions make and implement policy decisions and the law must be visible and accessible to the public, so the public can understand how and why decisions are made. As a general rule, the meetings and documents of public agencies should be open and available to the public.

12. 3. Rule of law
The rule of law is what constrains arbitrary decision-making and arbitrary enforcement of existing laws and policies. The rule of law requires fair and just legal frameworks that are enforced impartially. It also requires an independent judiciary and impartial law enforcement officers.

13. 4. Responsive
Public institutions and officials must be responsive to the needs of all stakeholders in the community in a timely and effective manner.

14. 5. Equitable and Inclusive
All members of the community, but particularly its most vulnerable groups, must feel that they have a stake in its well-being and do not feel excluded.

15. 6. Effective and efficient
Good governance means that public institutions produce policy outcomes that actually meet the needs of the community (good outcomes) and do so in an efficient manner given the resources available (cost-effective).

16. Participatory
The participation of all members of society, particularly adults, in the governance process is an essential component of good governance. Participation may be direct or indirect (i.e., through elected representatives). Effective participation requires an informed and organized citizenry, which necessarily requires laws and institutions that protect freedom of expression and association.

17. 8. Consensus oriented
Our society is composed of individuals who hold many different viewpoints and perspectives on issues of concern to the entire community. Good governance employs processes that make it possible for different interests to find common ground and to achieve as broad a consensus on issues as is possible

19. Citizen Centric Administration leads to Good Governance
“It has been too much of Act, Act, Act.The time is for Action. More than doles, we need delivery. Good Governance is more than doles & includes development and delivery
The rich can always buy the Government, but good governance is necessary for the poor. It is the poor who will suffer the most in the absence of good governance. The country does not need a ruler, it needs a servant”
-Narendra Modi
Ask participants “What is Ethics?” Write key words of the responses on FC or WB

20. India’s Transformation
The equation of India’s Transformation (IT) through citizen centric administration can be summarized in the form given below:-
Information Technology
Inspired Training and
Inner Transformation

21. 4 Pillars of Citizen Centric Administration
Honesty, Integrity and transparency
of service to the citizen
Ethos
Ethics
Equity
Efficiency
Speedy and effective delivery of service
Treating all citizens alike with empathy

22. Tools for implementing Citizen Centric Administration
Right to Information (RTI) Act
Technology Intervention through ICT
Right to Service (RTS) Act
Direct Benefits Transfer (DBT)
Inviting suggestions from citizens on government policies
Citizens holding service provider accountable (Public Grievance Redressal)
Active participation of citizen in decision making (Panchayti Raj/ Local Self Government)

23. Second Administrative Reforms Commission
Constituted on The Commission recommended 152 suggestions
The Govt. of India published 15 Reports and the 12th Report deals with Citizen Centric Administration – The Heart of Governance

24. Citizen Charter – Tool for Public Service Delivery
It is a set of commitment made by a department regarding the standards of service which it delivers
But in most of the cases we have failed to provide the services offered to the Citizens

25. What is Citizen Centric Administration
To ensure:
Transparency
Accountability
Timely service

26. RTPS Acts Highlights Transparency-
1. Making public service delivery processes & procedures open and visible
2. Information to citizens on:
i) Reasons [in writing] why an application is rejected or a service delayed or denied
ii) Status of Applications

27. RTPS Acts Highlights Accountability :
1. By identifying the responsible authorities within the system
2. Penalizing willful non-performance (Penalty amount is not less than Rs 250/- but not more than Rs 1000/-)

28. RTPS Acts Highlights Timeliness Timeliness –
Imposes a legally enforceable timeframe for :
service delivery (Cash incentive not more than Rs 1000/- and should be recorded in the Service Book)
addressing grievances through the mechanisms of Appeals and Reviews

29. Procedure for Access to Services (How)
Application filling
Application Submission
Application Verification
Application Accepted/Rejected With Reasons
Application Processing
Service Delivery

30. Government Services And The Vicious Cycle
Excessive delays
Several steps and multiple interactions
Less transparency
Poor quality of service
Complex and confusing at times
VICIOUS CYCLE High costs and poor citizen outcomes
Focus on adding further complexity to drive improvement (doing things better and faster)
System Complexity
Inefficient service delivery and high system costs
Currently or in the recent past, the government services were of type as given in the left side in the .
There is a need to change this to transform the way Govt. delivers the services. The issues faced by people are indicated in the right side..
Customers engage multiple times and do not receive the outcomes they need

31. Need for Transformation in Government
Growing citizen and market expectations
This indicates various “forces” acting on the Government to change its model of serving the business and the public at large.
Each of the factors are self explanatory.
You can explain any few of these to drive the point that there is a changed expectation from the Government by the people.

32. Desired State Of Government Services
VIRTUOUS CIRCLE Lower costs and improved customer outcomes
On time services
Increased convenience
Better transparency
Simple and easy to use
Requisite quality delivered
Lower cost
Citizen receive ‘right first time’, tailored, sustainable outcomes
Currently or in the recent past, the government services were of type as given in the left side in the .
There is a need to change this to transform the way Govt delivers the services. It has to move to the one shown in right side.
Reduced system complexity
Costs are minimised because system inefficiencies are stripped out

33. Technology - An Enabler In Government Reforms
ICTs have been an integral part of many public sector reform agendas and have helped governments successfully in:
Increasing convenience to the citizens in availing government services
Increasing speed and quality of service delivery
Empowerment of Citizens through access to information and transparency in service delivery
Reduction of corruption
Cost reduction and revenue growth for government
Improvement in compliance with government regulations

34. What is e-Government?
It is the transformation of government to provide Efficient, Convenient & Transparent Services to the Citizens & Businesses through Information & Communication Technologies
e-Government is the transformation of public sector internal and external relationship through Internet-enabled operations, information and communication technology in order to optimize government service delivery and governance.
e-Governance or ‘electronic governance’ is basically the application of Information and Communications Technology to the processes of Government functioning in order to bring about ‘Simple, Moral, Accountable, Responsive and Transparent’ (SMART) governance*
paragraph 83, Report of the Working Group on Convergence and E-Governance for The Tenth Five Year Plan ( ), Planning Commission, November, 2001

35. What is NOT e-Government ?
e-Government is not about ‘e’
but about government !
e-Government is not about computers & Websites
but about citizens & businesses!
e-Government is not about translating processes
but about transforming processes !

37. e-Government & e-Governance
e-Government (Structure)
Transformation of Government
Modernization of processes & functions
Better delivery mechanisms
Citizens are recipients
e-Governance (Process)
A decisional process
Use of ICT for wider participation of citizens
Citizens are participants
The difference between e-government and e-governance – as many people use it interchangeably. This helps to clarify.

38. Examples of G2C Services
Employment Services
Vehicle Registration
Driver’s License
Passport/Visa
Agriculture
Land Record
Property Registration
Marriage Certificates
Taxes
Utility Services
Municipality Services
School Admission
Scholarships
e-Learning
Examination Results
Pensions
Insurance
Health Care
Death Certificate
Birth Certificate
Health Care
Self explanatory – allow people to read it and explain some specific services.
… from cradle to grave

39. Benefits to Citizens Reduced transaction time and elapsed time
Less number of trips to Government offices
Expanded time window and convenient access
Reduced corruption-need for bribes, use of influence
Transparency-clarity on procedures/documents
Less uncertainty in estimating time needed
Fair deal and courteous treatment
Less error prone, reduced cost of recovery
Empowered to challenge action-greater accountability
Levy of use charges
Self explanatory.
You may ask the participants to reflect and give examples for any one or two of these – to keep the class alive and engaged.

40. Good Governance e-Government e-Governance Four Pillars Technology
WHAT do we want to Achieve ?
HOW do we want to Implement ?
WITH WHAT resources ?
WHO will be responsible ?
4 Questions to be addressed
Process
People
Technology
Resources
Four Pillars
Citizens | Businesses | Government | Employees
Transparency
Accountability
Responsiveness
Efficiency
Participation
Connected
Important points to cover:
Good governance involves transparency, accountability etc – listed in the horizontal boxes.
Left side indicates all the 4 – G2C, G2B, G2G and G2E.
The 4 pillars are the parts of good governance and people side needs the maximum attention – thru propoer change management.
Front End – Citizens/Businesses/Employees/Government interact with Government
Back End – Working within Government

41. Enablers of e-Government
Technology
Process
People
20 % Technology
35 % Business Process Reengineering
40 % Change Management
5% Luck !

42. Government and Kind of Changes Ecosystem of Government Organizations
An important .
Whenever changes are brought about due to e-governance a host of stakeholders are involved. These are indicated in the circle and the segments in the wheel. Each of them play a major or minor role depending upon the impact on the specific stake holder group. The factors around the rim, (circumference) of the wheel are macro economic factors that have a lasting impact on the e-governance initiatives. Thus. All these - parts of the eco system contribute to the e-governance changes.
These changes can be dealt with properly, if and only if – three levers – people, process and technology – are managed well. That is indicated in the right side of the .

43. Levers Of Change In Government Reforms
There are three key levers of Change in Government reforms and initiatives
Change Levers
People
Change in attitude and behaviors to accept the change, New skills sets required to assimilate the new ways of working, application of traditional skills more effectively and a more flexible approach to working patterns and practices.
Process
Change in structure and processes to adopt to the new ways of working, business process design.
Technology
Application of Information and Communication Technologies to improve the service delivery to citizens, business and Government employees.
Self explanatory.
Major point to be mentioned is that since “people” have emotions, attitude that need to be managed while process and technology are inanimate things. Thus managing the change with respect to people plays a major role and is of utmost importance.

44. e-Governance and Change: Fundamental Change From Traditional Ways of Working
Factors
Traditional Ways
New Ways
Mode of services
Service for citizens
Self service in many operations
Goal
Citizens in line
Citizens on line
Expectation
Digital exclusion
Digital participation
Change
Paper intensive work
Government on line
Management Style
Transaction Intensive
Knowledge Management
Orientation
Production cost, efficiency
User satisfaction & control, flexibility
Leadership style
Command and Control
Flexible, inter-departmental teamwork,
Organizational structure
Top down, hierarchical
Innovative entrepreneurship, multidirectional, network with central coordination, direct communication
Communication
Centralized, formal limited channels
Formal and informal, direct and fast feedback, multiple channels
Interaction
Documentary mode and interpersonal interaction
Electronic exchange, non face-to-face interaction
Process organization
Functional rationality, vertical hierarchy of control.
Horizontal hierarchy, network organization, information sharing
Self explanatory.

45. Moving From Physical Noting Files to e-Noting File & Workflow
CaringGov in AP

46. Resulting Changes with e-Governance
Often creates redundancy of employees resulting in a fear of loss of jobs (that could be imaginary or real).
Changes work load, work profile and work content that forces the need for re-tooling and training.
Results in a loss of power and responsibility for some employees.
Alters accountability, reduces discretion and flexibility, and makes performance visible and possible to monitor.
Tends to flatten hierarchy by altering powers and authority vested in different levels.
Self explanatory – mainly considered as ‘fears’ by people.

47. Resulting Changes with e-Governance
Fear of the unknown (for instance, introduction of new technology and changes in procedures) introduces resistance.
Role of the intermediary between citizen and government is minimized.
Use and dependency on technology to deliver services.
Technical performance of the e-Government application in terms of poor access, lack of bandwidth, slow response, frequent break down and software problems can also create resistance.
Same as previous /

48. Process optimization & role of information technology

49. Challenges in transformation projects including e-Governance
People
Leadership
42%
Lack of Participation, Ineffective
Communication
• Lack of ownership
• Limited endorsement / support
• Poor planning & Control
Organizational & Cultural Issues
27%
Lack of involvement
• Lack of Readiness
• Lack of understanding
• Lack of strategic alignment
User Issues
23%
Fear of Job loss/Change
• Inadequate Skill development/
Training / Lack of resources
• Unclear Roles and Responsibilities
• Lack of user buy-in
This also means that even though process issues are sorted out people issues may still remain!!
Process
Process Issues 4%
Weak / inadequate processes
• Poor process alignment
• Faulty data
Technology
Technology Issues 4%
Faulty data
• Integration Issues
• Configuration Issues
• Over complex technology
Almost 92 % of the challenges in a transformation exercise are around people issues

50. END