2. lR;eso t;rs

3. What is Lokvani? Lokvani, Sitapur is an internet kiosk based system for providing various informations and public grievance redressal in a transparent, accountable and time-bound manner.

4. Public Grievence Redressal Senior Officers Departmental officers Field level officers/employees ? EXISTING SYSTEM

5. Third Party, Lokvani Kiosk Lokvani Server DM Concerned Department Lokvani - Process

6. A Typical Lokvani Kiosk

7. 3 key components : Viability Sustainability Replicability Lokvani – Business Model

8. Available Services Availability of land records (Khataunis) on internet. Online registration, disposal and monitoring of public grievances. Information of various government schemes/prescribed government forms List of different development works / Schemes / Expenditure / Beneficiaries etc. On line status of arms license applications. GPF Account details of basic Education Teachers. Details of work done under MPLAD / Vidhayak Nidhi. Allotment of funds to Gram Sabhas under different development schemes. Allotment of Food grains to Kotedars (fair price shops). Other useful information of public interest. Online tender submission / monitoring.

9. Average Income of Kiosks (from single service)

10. Highest Earning Kiosk

14.  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

15.  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…)

16. 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.

17. Strengths of Lokvani Contd. Manipulation/fudging of records not possible Permanent, transferable and easily accessible records to everyone Any kind of analysis possible Job creation in rural areas Bridging the digital divide Easily replicable A new way of interacting with the government without having to go to any government office

18. Achievements Successful implementation of project in spite of heavy power shortage (6 to 7 hours electricity availability) Successful even in adverse conditions (illiteracy, attitude, work culture etc.) People have appreciated, as the media reports and feedback shows Replication: 18 districts have already implemented it. Government has asked all districts to implement through G.O.dated 16 th June 2005.

19. Achievements contd… Best session of phase-2 in LBSNAA, Mussoorie Appreciation by LOKAYUKTA, UP Independent case study by IIM Lucknow Grievances concerning central govt. departments also being resolved through Lokvani Kiosk opened by army for welfare of serving and ex- soldiers Accepted and extensively used by the common man. An average of 150-200 grievances being received daily

20. Challenges 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

22. How we did it Sept. 2004Studies of Similar initiatives in Dhar(M.P) and Jhalawar (Rajasthan). Sept.-Oct. 2004 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)

23. 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 Continuous updating of contents/addition of new features.

24. Lessons for future No subsidies and loans First increase the no.of services delivered through kiosks and then increase their reach in rural areas Kiosks must be self-sustainable and profit driven A combination of govt. and private services to be delivered through kiosks to ensure sustainability

25. Road Ahead Making kiosks a single window ATM for all citizen related government services of the state and central government.

26. Road Ahead contd… Using the model for the effective implementation of RTI Act, 2005.

27. Road Ahead Going beyond the RTI Act in not only giving the information but also ensuring positive action on that information. “Strengthening the largest democracy of the world”