1. FOSTERING GATI GOVERNMENT OF GOA Sachin Rana, IAS and Saieesh Gandhi

2. GATI through Excellence in Governance ( Governance through Accountability, Transparency and Innovation)  e-Krishi, Directorate of Agriculture  e- Revenue, District Administration North Goa District

3. e- Krishi Directorate of Agriculture

4. Objectives  Have an authentic farmer database by digitizing farmer records and issue Krishi Card.  Re-engineer process to save time and bring in Transparency and Accountability.  Applications Status tracking.  Prevent duplicity of claims  Decrease paperwork  ERP for services

5. Achievements  90% coverage of farmers is achieved and the data base is sanitized.  Results of optimizing the process through re-engineering yielded the following results: a) Reduced TAT from 100 days to 30 days. b) Touch points/ activities reduced from 64 to 6 c) Savings:

6. Achievements  Application tracking by PUSH & PULL SMS  Savings due to prevention of duplicity from a single Assured price scheme for year 2014-15. Office Name Total Application Bill Duplicity Land Duplicity Total subsidy applied for Duplicate Lands in Rupees Zonal Agricultural Office, Bardez121113 75685 Zonal Agricultural Office, Canacona363532 180017 Zonal Agricultural Office, Sattari18900 0 Zonal Agricultural Office, Quepem6382674 550750 Zonal Agricultural Office, Salcete290515 139118 Zonal Agricultural Office, Dharbandora500 0 Zonal Agricultural Office, Ponda639010 52310 Zonal Agricultural Office, Bicholim9407 57334 Zonal Agricultural Office, Tiswadi4800 0 Zonal Agricultural Office, Sanguem461528 214169 Zonal Agricultural Office, Pernem42016 59060 Total289042195 13,28,441

7. 2 nd Phase in Progress  Farmers to apply online or by mere phone call to toll free no.  Pull SMS service to fetch status of application.  Linking of Directorate of Accounts for seamless integration of subsidy disbursal.  Providing login for financial institutions for credit assessment.  Providing subsidy at source by providing interface for APMC/ Cooperative societies.  Extension Executives -operating at panchayat level to bridge the digital gap. Based on the success of 16 services offered by 1 st phase e-Krishi, second phase covers remaining 60 services

8. Way Forward…  Arrest the decline and improve the Agri Sector.  Paperless transactions for all G2C services.  Subsidy disbursal at source.  Better utilization of resources i.e. employees and infrastructure  Platform for  Businesses for B2B and B2C services  G2G and G2 financial institutions

9. e- Revenue District Administration North Goa District An e-Governance platform for Fostering GATI and Citizen centric services delivery

10. Initiative in Brief  Village Level Delivery of Services to the Citizens  Delivery of services to the citizens at the grass root Village level, through Talathi instead of going to the Taluka office  Single Window for Partition and Conversion of Land  First of its kind to link the line departments horizontally concerned with the processing of an application. A single window in the system meant a single window across departments and not within the department. http://www.collectornorth.goa.gov.in/collector.aspx

11. Situation before the Initiative Difficulties faced by the Citizens  Delay in processing application due to multiple Contact points  High number of rejections mainly due to insufficient document.  No standard Application Status Tracking mechanism  Lot of inconvenience to the Applicant - frequent visits to the Dy Collector and Mamlatdar offices  No mechanism, regarding the status of application and if it is held up, the reasons for the same.  Since there were more than one departments involved, thus delay in coordination between the departments, which caused further delay in processing of the application.  7 Lakh Population, 107 Village Panchayats, 5 Taluka, North District of Goa Therefore the need was felt to develop a single platform named e-Revenue that integrates Process Re-engineering, E-Governance and Mobile Governance so that the various services provided can be made more Time-bound, Accessible, Transparent and Citizen-centric.

12. Pre-implementation Village Level Delivery of Services to the Citizen Earlier Process Flow Diagram

13. Minimum Government- Maximum Governance

14. Pre-implementation Single window for Partition of Land

15. Minimum Government- Maximum Governance

16. Pre-implementation Single window for Conversion

17. Minimum Government- Maximum Governance

18. Key Features  Single Window Delivery Mechanism- Public need to visit only a single office to get the entire process of Partition and Conversion.  Totally integrated with functionalities of four concerned Departments:  Collectorate North Goa  Town and Country Planning (TCP)  Office of the Dy Conservator of Forest  Department of Survey Settlement and Land Records (DSLR)  Online monitoring of the process and fixing of time limits for each step ensures that the service is delivered in a time bound manner.  SMS intimation to the citizen at every stage.  Total transparency in processing of the application.  Time bound Delivery monitoring mechanism in the workflow.

19. Implementation Strategy  Continuous training of Manpower with emphasis on the Motivation and Morale  Planned ICT Infrastructure with adequate Annual maintenance contract  Participative Approach  Active participation by the Offices of Dy Collector and Mamlatdar implementing issuance of online Certificates, Public awareness - constant interactions with the Village Panchayats, Municipal Bodies, Media Campaigns etc.  Motivating Citizens to use website to track and monitor Application Status  Involvement of Local Representatives.

20. Benefits of the Initiatives  Marked improvement in delivery of services- single window system  Better and quicker interface with applicants - SMS & online system  Time bound service delivery to the citizen - Adherence to the Time-bound Delivery of Service Act of Goa  Improvement in measurable indicators  So far around 27,478 certificates have been issued through Village Level delivery of services  1205 applications in Partition of Land  262 applications in Conversion of Land have been processed through the system.  Processing time for Conversion and Partition of Land is cut down from 6-8 months to 3-4 months.  Certificates are issued within the same day or latest by the next day.  This has brought down the pendency rates by about 25%.  Cost incurred by the citizens – No additional cost is levied for accessing e-Revenue services.

21. Major Challenges …  Poor levels of ICT operation capacity by ground level staff  Overcome through rigorous training, handholding, capacity building.  Reporting ICT failure  Maintenance engineers were placed and continuous coordination with GBBN Network.  AMC was done with the hardware vendor and engineers were placed to resolve the ICT issues.  Call Log system  Put in place, so that resolving period is tapped and then appropriate action was initiated.  Continuous monitoring and evaluation  MIS report are monitored closely on two aspects  Number of Application received, processed and pending  Time taken in processing the Application

22. Ease of Replication and Way Forward…  The system was designed using masters so that adding of new services and offices is made easier.  The system is designed in a totally user friendly manner with minimal data entry and after taking inputs from the ground staff who are to use it.  All hardware and server configurations were designed considering four-fold increase in the quantum of Application in the coming decade.  The concept of the single window as a system across department and not just within the Collectorate makes it very adaptable to modifications and ensures its replicability across different types of services.  For instance, the single window system which was initially developed for simplifying Partition was subsequently and in a very short span of time in only 4 months was adapted to include Conversions as well.  The same system is intended to be used for simplifying Mutations in North Goa District very shortly.  Addition of the new Certificates to be issued by e-Revenue such as Natural Calamity Relief Certificate, Matriz Certificate, Sound Permission etc. The e- Revenue platform has been designed in a way, that is easily replicable and scalable across districts and across the States to “Foster GATI through Excellence in Governance and providing Citizen- Centric Services Delivery“.

23. Thank you …  Sachin Rana, IAS Asst. Collector sachin.rana@ias.nic.in  Saieesh Gandhi, Agriculture Officer gsaieesh@gmail.com