Digital Empowerment - a word that implies a digital world - where population is digitally

literate; adequate Digital Infrastructure and availability/accessibility to everyone

assured; Universal digital literacy exists; resources are digitally available and accessible
in local languages; Mutual digital stages for participative governance and transferability
of entitlements for individuals, happening through the Cloud.
This book “Digital Empowerment -a cornerstone for eGovernance” presents the
Indian Government authorities hard work, determination, continuity, experience and
knowledge sharing of their achievements of transformation from Digital India to Digitally
Empowered India.
Embracing the select ‘e’ and ‘m’ Governance projects, the book provides a platform
to the CSI Nihilent eGovernance Awards (CNeGA) 2017 participants to share their
experiences, as well as enabling them to put their contributions to make the country
Digitally Empowered.
The projects present an insight of critical success factors to gain the set targets of the
project, categorized further in result and enablers indicators. The projects on ‘e’ and ‘m’
Governance initiatives are associated with Infrastructure, Scholarship, Women
Empowerment and Safety, Mid-day meal, General Administration, Transportation,
Health, Payment, Electricity services, Grievance redressal, Human Resourses and
Financial services etc.
For eGovernance practitioners, canvassers and professionals, compendium
published under the series 'Selected e-Governance Initiatives' by Computer Society of
India's Special Interest Group on eGovernance (CSI-SIGeGov) persist to endow with a
rich source of information for discerned readers.

ISBN: 978-93-8681-998-7
Digital Empowerment
A cornerstone for eGovernance

Selected eGovernance Initiatives – 2017

|i
Digital Empowerment
A cornerstone for eGovernance

Selected eGovernance Initiatives – 2017

K S Vijaya Sekhar
G P Sahu
Prabhu Gollamudi

BS Publications
Copyright (c) 2018 Computer Society of India Special Interest Group on eGovernance (CSI SIGeGov)

ISBN: 978-93-8681-998-7
Price: Rs. 575.00

All rights reserved. No part of the material may be reproduced or utilized in any form,
or by any means, electronic or mechanical, including photocopying, recording, or by
any information storage and retrieval system, without written permission from the
copyright owner.

Disclaimer
The Publisher and Editor(s) do not claim any responsibility for the accuracy of the
data, statements made, and opinions expressed by the authors. The authors are solely
responsible for the information published in their paper. All efforts have been made
to verify and collate the information included in the Compendium. Information has
gathered from authors however CSI SIGeGov does not take any responsibility for any
error that may advertently have crept in.

The images printed on the cover page with project names, logos is purely for
illustration purpose, taken mostly from the project URLs provided by the nominees.
Errors, omissions are unintentional.

Printed and Published by

BS Publications
A Unit of BSP Books Pvt. Ltd.
4-4-309/316, Giriraj Lane, Sultan Bazar, Hyderabad - 500 095.
Ph: 040-23445688 / 600. Fax: +91-40-23445611.
e-mail: [email protected], Website: www.bspbooks.net
About CSI
Computer Society of India, is a non-profit society of computer professionals, from
across India and is engaged in research, knowledge sharing, nurturing student
community for their career enhancement & engages in activities that percolate the
benefits of advances in IT to all sections of the society. Incorporated in 1965, the
society has a no. of chapters, divisions and special Interest Groups through which
experienced professional members voluntarily contribute to the growth of the Society.

The wise spectrum of members are committed to the advancement of theory and
practice of Computer Engineering and Technology Systems, Science and Information
processing and related Arts and Sciences with the mission:
 Facilitate Research, Knowledge sharing, Learning and Career enhancement
among all categories of IT professionals.
 Inspire nurture and assist students inetegrate into the IT community.
 Percolate benefits of IT advancement to all sections of Indian Society.

About Nihilent Technologies

Nihilent Technologies Limited is a global consulting and IT services
solutions integration company using a holistic and systems approach to problem
solving. Headquartered in Pune, India, Nihilent has experience in international
consulting, IT outsourcing and IT services, and has helped more than
300 customers in over thirty countries. The company’s operations span North
America, Europe, Africa, Asia and Australia.

For more information please visit www.nihilent.com.

|v
 About Editors
Dr K S Vijaya Sekhar holds Ph.D. in Public Administration with a specialization in
eGovernance. His interest areas are eGovernance, Mobile Governance, Use of
Innovative Technologies to reach out the last mile challenges and, Inter-disciplinary
approach while using the ICT applications. He has Master of Commerce (M.Com),
Master of Computer Applications (M.C.A), Master of Business Management
(M.B.A) in Human Resource Management (H.R.M) and Master of Social Work
(M.S.W) to his credit.

He has published over 30 research papers in International and National conferences.

He is recipient of Best Paper Award for Measuring Sustainability in eGovernment
Projects. He has Co-edited Four books - eGovernance Initiatives in India;
Envisioning Digital India; Digital India in Action and, Digital Transformation. He has
about 25 years of professional experience and presently working in Research Center
for eGovernance (RCeG) at IIIT Hyderabad. He was associated with Center for
Economic and Social Studies (CESS), Administrative Staff College of India (ASCI)
and ICRISAT, in the past.

He is Secretary to Computer Society of India’s (CSI) Special Interest Group on

eGovernance (CSI-SIGeGov) from its inception – the year 2007 and Member, CSI
Nihilent eGovernance Awards (CNeGA) since its very inception, the year 2002. He is
presently, Convener to the CSI Nihilent eGovernance Awards 2017. He is a Life
member of CSI. In 2012, he had received CSI Service Award for his significant
contribution to eGovernance at National Level. He received the award during 47th
CSI Annual National Convention held at Science City, Kolkata.
e-mail: [email protected].

Dr G P Sahu is Associate Professor and Head, School of Management Studies,

Motilal Nehru National Institute of Technology Allahabad, India. He has more than
19 years of teaching and research experience. He completed his one-year
Post-Doctoral Fellowship program from California State University Monterey Bay,
California, US and PhD in Management from Indian Institute of Technology Delhi,
India. His research interests are in the areas of MIS, E-governance, Green
Information Systems, etc. He has published around 90 research papers in international
journals and conferences. He has coordinated a few international conferences. He has
also edited seven books in the area of MIS and E-governance. He has acted as a
reviewer for international journals. He is also a Guest Editor with International
Journal of Electronic Governance. He has been on the jury for the CSI-Nihilent
E- governance National Awards, India.

Shri Prabhu Gollamudi, has extensive experience in the IT Industry, working for
most part of his career with the IT major and closely worked on several e-governance
projects, from concept to implementation. He had also worked on system integration
projects in the sectors of transportation, power, public administration and defence.
During this journey, he had the opportunity to interact with several Government
officials at various levels that enabled him to understand the Government processes

| vii
for implementing e-Governance projects. His stint as Vice President (Business
Development) for CMC Informatics UK, provided exposure to business management
and projects delivery from a global perspective.

Post superannuation, he continued his professional engagements with erstwhile CMC

Ltd, NISG and later with Robert Bosch Engineering and Business Solutions Ltd,
Bengaluru. Currently a freelance consultant, his interests include helping
organizations in articulating processes for Government bids qualification,
management and participation.

A key member of the Computer Society of India’s Special Interest Group on

e-Governance, he has supported many of its professional activities. He holds a
Master’s degree in Applied Mathematics from Government Engineering College,
Jabalpur. E-mail [email protected].

viii |
 Contents

Acknowledgements xvii
Foreword, President CSI xix
Message, L C Singh xxi
Message Convener, CSI-SIG eGovernance, G S N Prabhu xxiii
Preface K S Vijay Sekhar, G P Sahu and Prabhu Gollamudi xxvii

SECTION - I
Invited Articles
CSI Special Interest Group on eGovernance (CSI-SIGeGov) 3-6
Ashok Agarwal
CSI Nihilent eGovernance Awards (CNeGA) – 7-13
Fifteen Years of Journey
K S Vijaya Sekhar
Moving towards ‘e-Gov Assessment Learning Lab’ 14-19
(e-GALab) Approach
Piyush Gupta

SECTION - II
State Initiatives
Rajasthan State, Government of Rajasthan* 23-38
Akhil Arora, Deepshika Saxena and Manu Shukla
Gujarat State, Government of Gujarat* 39-54
Dhananjay Dwivedi and Roopwant Singh and Sandhya Bhullar
Odisha State, Government of Odisha* 55-65
Aditya Mohapatra
Telangana State, Government of Telangana* 66-84
Jayesh Ranjan

SECTION-III
ICT Interventions in Theme Category –
Safety of Women in Public Spaces
Theme – A New Category 87-87
Safety of Women in Public Spaces – Initiation by Cities
G S N Prabhu
88-97
SHE Teams*
State Police Department, Government of Telangana
Swati Lakra and D Kavitha
98-105
Raj Mahila Suraksha – enabling Rajasthan Accountability
Assurance System (RAAS)*
Department of Information Technology & Communication,
Government of Rajasthan
Akhil Arora, Deepshika Saxena and Manu Shukla

*CSI Nihilent eGovernance Awards 2017 - Award winning nomination | ix

 SECTION - IV
eGovernance Projects
1. Agriculture & Water
109-115
1.1 D-Krishi – Aadhaar enabled Seed Distribution
System*
Commissionerate of Agriculture, Guntur,
Government of Andhra Pradesh
M Hari Jawaharlal and D Rama Prasada Rao
116-128
1.2 Mobile Based Paddy Procurement through
PACS*
Co-operative Department, Patna,
Government of Bihar
Amrit Lal Meena and Shailesh Kumar Shrivastava
129-133
1.3 e-Krishi*
Directorate of Agriculture, Goa
Nelson Figueriedo, Ulhas Pai Kakode and Saieesh
Gandhi
134-142
1.4 Digital Governance - Seed Certification,
Distribution by Direct Benefit Transfer (DBT) for
the farmers of Odisha*
Department of Agriculture and Farmers
Empowerment, Government of Odisha
Sourabh Garg and Sarita Sahoo
143-151
1.5 Mukhyamantri Jal Swavlamban Abhiyan
(MJSA)*
Department of Information Technology &
Communication, Government of Rajasthan
Akhil Arora, Umesh Joshi and Vikas Gupta
2. Education and Employment
2.1 Raj-eGyan* 152-156
Department of Information Technology &
Communication Jaipur, Government of Rajasthan
Akhil Arora, Jyoti Luhadiva and
Vijay Kumar Kanugo
157-163
2.2 School Information Management System*
AP Sarva Siksha Abhiyan, Commissionerate of
School Education, Government of Andhra Pradesh &
APTOnline Ltd
G Srinivas, Satish K Elaprolu and Bodgari
Balakishore

x| *CSI Nihilent eGovernance Awards 2017 - Award winning nomination

 2.3 Integrated Solution for Recruitments for Punjab 164-170
Public Service Commission (PPSCISR)*
Punjab Public Service Commission Govt. of Punjab
Jasleen Kaur Sandhu and Vikram Jeet Grover
2.4 Mid-Day Meal Automated Reporting & 171-178
Management System (MDM ARMS)*
Department of Elementary Education, Government
of Himachal Pradesh & National Informatics Centre,
Himachal Pradesh State Centre
Manmohan Sharma and Ajay Singh Chahal
2.5 School Education Portal* 179-185
Department of School Education,
Government of Uttarakhand
R K Kunwar and Sanjay Gupta
2.6 SMS Based Monitoring System Mid-Day Meal 186-189
Scheme (SMS- MDMS)
School & Mass Education Department,
Government of Odisha
Ranjana Chopra and Gangadhar Sahoo
3. Ease of Doing Business (EoDB)
3.1 Government eProcurement System of National 190-197
Informatics Centre (GePNIC)*
Department of Expenditure, Ministry of Finance &
National Informatics Centre, Besant Nagar
(Chennai), Government of India
K Rajaraman, K Srinivasa Raghavan and
Usha Saxena
3.2 Comprehensive Online Services* 198-201
Department of Labour, Government of Telangana
Ahmad Nadeem and Shyam Sunder Jaju
3.3 Ease of Doing Business in the Labour 202-208
Department*
Labour Department, Government of West Bengal
Abhinav Chandra and Umashankar Banerjee
3.4 Inspection Reforms under Labour 209-215
Commissionerate
Department of Labour, Government of West Bengal
Abhinav Chandra and Kingsuk Sinha
4. Administration, HR and eOffice
4.1 Implementation of eOffice in Punjab State* 216-224
Department of Governance Reforms,
Government of Punjab
Abhinav Trikha, Kalwarn Singh and Rajnish
Malhotra

*CSI Nihilent eGovernance Awards 2017 - Award winning nomination | xi

 4.2 Employees Loan Management System* 225-232
Treasuries & Accounts Department,
Government of Haryana
Sunil Saran and Deepak Bansal
4.3 Human Resource Management System (HRMS) 233-243
Finance Department, Government of West Bengal
H. K. Dwivedi and Pawan Kadyan
4.4 Web Based Centralized Loan Accounting 244-253
Management System for Delhi Finance
Corporation
Delhi Finance Corporation & National Informatics
Centre (NIC), Ministry of Electronics and
Information Technology (MeitY), New Delhi
Chander Mohan, Inder Pal Singh Sethi and Ashutosh
Prasad Maurya
4.5 All India Services Portal 254-262
General Administration Department Government of
Telangana & Centre for Good Governance
Adhar Sinha, Rajendra Nimje and V Jyothi
4.6 Cabinet Resolutions Monitoring System 263-269
General Administration Department (GAD),
Government of Telangana &
Centre for Good Governance, Hyderabad
Adhar Sinha, Rajendra Nimje and Maadhavi Sriram
4.7 CM Dashboard 270-274
Department of Information Technology and
Communication, Government of Rajasthan
Akhil Arora, Rajeev Gujral and Ravi Dusethi
4.8 Meghalaya Employee Information System 275-282
(MeghEIS)
National Informatics Centre, Meghalaya
Benos Lyngskor and Timothy Dkhar
5. Health and Wellbeing
5.1 Mahatma Jyotiba Phule Jan Arogya Yojana* 283-285
State Health Assurance Society, Public Health
Department Government of Maharashtra
Nidhi Pandey and B S Nagoankar
5.2 Online Drug Inventory and Supply Chain 286-291
Management System (ODISCM)*
Haryana Medical Services Corporation Limited
Panchkula, Haryana
Alaknanda Malik and Rahul Jain

xii | *CSI Nihilent eGovernance Awards 2017 - Award winning nomination

 5.3 Swasthya Sakhi – ICT enabled IEC tools for 292-295
Health Workers*
Rural Development Department, Gandhinagar,
Gujarat
Bhargavi Dave and Shilpa Yadav
5.4 Online Database Creation & Monitoring System 296-299
for RBSKRaj
National Health Mission, Government of Rajasthan
Naveen Jain and Dr Suwa Lal
5.5 e-Hospital Management System (eHMS) 300-308
christened “e-Sushrut”
Telangana State Medical Services and Infrastructure
Development Corporation (TSMSIDC), Govt. of
Telangana & Center for Development of Advanced
Computing (CDAC)
Balasubramanian Gauthaman, V K Sharma and
Rajeev Yadav
5.6 Swachh Telangana 309-314
Directorate of Municipal Administration,
Government of Telangana &
Centre for Good Governance
T K Sreedevi, Rajendra Nimje and Maadhavi Sriram
6. Local Bodies
6.1 E-Governance at JMC: An Ushering into Digital 315-321
Era for e-enablement of Citizens*
Jamnagar Municipal Corporation,
Jamnagar, Gujarat
R. B. Barad and Mukesh Varanava
6.2 Online Property Tax Management and Collection 322-331
System Bhavnagar Municipal Corporation,
Gujarat
M R Kothari and V M Pramar
6.3 Online e-Mutation Implementation under 332-338
NLRMP for District Akola
Office of the District Collector, Akola & National
Informatics Centre, Maharashtra State Unit,
Govt. of India
Rajesh Khawale and Nitin Vishnu Choudhari
6.4 Widening of the user base for GHMC Trade 339-342
License Fee through advanced data mining
Greater Hyderabad Municipal Corporation
B Janardhan Reddy

*CSI Nihilent eGovernance Awards 2017 - Award winning nomination | xiii

 7. Police and Judiciary
7.1 Police Work Force Management System Aadhaar 343-357
enabled Biometric Attendance System*
Commissioner of Police, Hyderabad, Government of
Telangana & Centre for Good Governance,
Hyderabad
M Mahendar Reddy,V. V. Srinivasa Rao,
K Sreenath Reddy, Rajendra Nimje and Jyothi V
7.2 Fraud Detection Framework* 358-362
Department of Information Technology &
Communication, Jaipur, Government of Rajasthan
Manu Shukla and Akhil Arora
7.3 Systemized Administration and Regulation of 363-373
Tendering and Handling All Court Cases
(SARTHAC)*
Law Department & National Informatics Centre,
Kolkata, Government of West Bengal
Madhumati Mitra, Dinesh Kumar Garg,
K K Poddar, Sankalpa Roy and Maitreyi Banerjee
8. Policy and Legislature
8.1 Paperless H.P. Legislative Assembly (e-Vidhan)* 374-385
Himachal Pradesh Legislative Assembly, Shimla
Sunder Singh Verma and Dharmesh Kumar
8.2 e-Cabinet 386-388
Department of Information Technology,
Government of Manipur
Sumant Singh and Nambam Deben
8.3 Computerization of Telangana Legislature 389-399
State Legislature, Government of Telangana &
Centre for Good Governance
S Raja Sadaram, V Narasimha Charyulu,
Rajendra Nimje and Maadhavi Sriram
9. Citizen Services, Social Welfare and Schemes Monitoring
9.1 MADAD - A Social Reach out Program for 400-407
Overseas Indians in Distress*
Ministry of External Affairs, CPV Division
Government of India
Upender Singh Rawat and Shalini Mathur
9.2 De-duplicating and Identifying potential 408-412
Beneficiary for Pradhan Mantri Ujjwala Yojana
(PMUY)*
Ministry of Petroleum and Natural Gas, NIC, Meity,
Government of India.
Ashutosh Jindal and G Mayil Muthu Kumaran

xiv | *CSI Nihilent eGovernance Awards 2017 - Award winning nomination

 9.3 Online Beneficiary Management & Monitoring 413-424
System (OBMMS)*
Social Welfare Department, Government of Andhra
Pradesh & Centre for Good Governance, Hyderabad
Shamsher Singh Rawat, Rajendra Nimje and
V. Jyothi
9.4 Bhamashah Swasthya Beema Yojana (BSBY)* 425-430
Department of Information Technology &
Communication, Jaipur, Govt. of Rajasthan
Akhil Arora, Dr Avatar Singh Dua, Tapan Kumar
and Manu Shukla
9.5 Sabooj Sathi Online* 431-436
SC, ST Development & Finance Corporation
Backward Classes Welfare Department,
Government of West Bengal
Sanjay K Thade and Parthapratim Manna
9.6 Online Social Security Pension System (RajSSP)* 437-445
Social Justice & Empowerment Department,
Government of Rajasthan
Samit Sharma and I D Variyani
9.7 Digital Ecosystem for Social Security Pensions* 446-455
Social Welfare Department, Patna,
Government of Bihar
Atul Prasad and Shailesh Kumar Shrivastava
9.8 Bhamashah Yojana 456-461
Department of Information Technology &
Communication, Government of Rajasthan
Akhil Arora, Mukesh Sharma and Suryakant Gupta
9.9 SAMADHAN: An auto-escalation enabled Public 462-468
Grievance Redressal Portal for Uttarakhand
State
Department of Suraaj, Jansewa and Bhrashtachar
Unmoolan, Government of Uttarakhand
Arunendra S Chauhan and Sanjay Gupta
10. Revenue, Finance and Taxation
10.1 Computer-aided Administration of Registration 469-472
Department (CARD)*
Director and Inspector General of Registration and
Stamps, Government of Andhra Pradesh
P Venkatrami Reddy and G Bala Krishna
10.2 e-Challan Payment Gateway* 473-481
Directorate of Accounts, Government of Goa
Prakash R. Pereira and Archana Nagvekar

*CSI Nihilent eGovernance Awards 2017 - Award winning nomination | xv

 10.3 e-Nathikaran* 482-497
Directorate of Registration and Stamp Revenue,
Finance (Revenue) Department,
Government of West Bengal
Biswajit Gangopadhyay and Anup Kumar Mandal
11. Transport, Highways
11.1 National e-Challan Traffic Enforcement System* 498-502
Ministry of Road Transport & Highways, Govt. of
India and National Informatics Centre, New Delhi
Priyank Bharati and Joydeep Shome
11.2 e-Transport MMP Implementation in Haryana: 503-509
Computerization of all the Regulatory processes
of Registration and Licensing Authorities*
Transport Department, Government of Haryana
Vikas Gupta and Deepak Bansal
12. Other eGovernance Services
12.1 Digitization of Material Receipt and Clearance* 510-519
ITS, BHEL Bhopal Government of Madhya Pradesh
N P Sanodia and Vivek Pathak
12.2 Enterprise Document Sharing System (e-Doc) 520-528
ITS, BHEL Bhopal, Government of India
Vivek Pathak and Rajneesh Rai
12.3 Implementation of Core Banking Solutions for 529-533
Post Office Savings Bank Operations
Department of Posts, Ministry of Communications,
New Delhi
Ananta N. Nanda and Sachin Kishore
12.4 Integrated Project Monitoring and Information 534-537
Service (i-ProMISe)
Harbour Engineering Department,
Government of Kerala
P K Anilkumar and Sujithkumar V K
12.5 URJA Mitra 538-543
REC Transmission Projects Company Ltd,
Government of India
Ritu Maheshwari and Bhupender Gupta

SECTION - V
Sustenance Category
Sustenance Award Category Background 547-547
K S Vijaya Sekhar
Sustainability of eGovernance Projects – 548-552
A Multi-Dimensional Construct
Ambuj Anand

xvi | *CSI Nihilent eGovernance Awards 2017 - Award winning nomination

 Acknowledgements

This book Digital Empowerment: A Cornerstone for eGovernance – Selected

e-Governance initiatives in India 2017 indebts it’s launch to the contributions of
nominees from Government departments, institutions from across the country and for
their kind consensus to include their successful initiatives, in our publication. CSI
Nihilent e-Governance Awards (CNeGA) team as a tradition has been bringing out
compendiums in the form a book that showcase knowledge and awareness on projects
to eGovernance practitioners, industry and researchers. We appreciate and acknowledge
the contribution of bureaucrats, policy pundits, officials and staff for envisioning
Information and Communication Technology (ICT) as a means to achieve digital
empowerment and enabling us to share their experiences. Each of the initiatives
presented in this book have their own learnings - at every stage of project life cycle and
we believe, for practitioners and researchers, compendiums like this add value.

This book also contains an invited article by Dr Piyush Gupta and the editors are
indebted to him for his contribution.

We are grateful to, Prof Sanjiv Vaidya (IIM Kolkata), Prof M P Gupta,
Dr J Madaan and Shri Sudip Kumar (IIT Delhi), Prof M N Hoda (BVICAM, Delhi)
Dr Nityesh Bhatt (Nirma University, Ahmedabad), Prof. M L Saikumar, (Ex IPE,
Hyderabad), Dr Saji Mathew (IIT Madras), Prof D K Dwivedi (SIET, Allahabad),
Dr Ambuj Anand (IIM Ranchi), Dr Sita Vanka (University of Hyderabad), Dr Sridhar
Raj (IPE, Hyderabad), Dr S V Ramanamurthy (PEC Kakinada, Andhra Pradesh),
Prof Shatrunjay Rawat, Prof K S Rajan and Prof Harish P Iyer (IIIT Hyderabad)
Dr Navneet Sharma from the Academia for their help in the nominations assessment
process.

Col Jagdish Jamwal, Shri Pradeep Tandon, Dr C V Ramamohan, Wg. Cdr

Dr A K Srinivas, Shri Lakshman Roy Shastri, Shri Sreenath P V (Mumbai) provided
an Industry perspective. We are grateful to them.

Shri Nagesh Shashtri (Dy DDG, NIC), Dr Piyush Gupta, Ms Ayaluri Sridevi
(MCRHRD, Government of Telangana), Shri Apoorva Agha (Allahabad High Court),
Dr Prabir Panda (Patna), Dr Sandeep Inampudi (Guntur, Andhra Pradesh),
Shri Phaneendra Vinnakota (Ex: NISG), Shri Srinivas Josyula (NISG, Hyderabad),
and Shri P S Nageswara Rao (Ex: MeitY) brought a rich perspective to the
assessment of the nominations with their experience and association with institutions
connected with e-Governance practices & processes.

We would like to express our special thanks of gratitude to - Dr Ashok Agarwal and
Shri Surendra Kapoor (Fellow, CSI & Past Convener, CSI SIG eGov) for their
support and encouragement to this year’s CSI-Nihilent e-Governance Awards 2017
exercise. We would like to express our heartfelt thanks to them.

| xvii
It was a special privilege to have galaxy of previous and current Presidents of the
Computer Society of India – Shri Lalit Sawhney, Prof P Thirumurthy, Shri Satish
Babu, Dr Anirban Basu, Shri Sanjay Mohapatra and Shri Gautam Mahapatra assisting
us in their own capacity.

A special thanks to CSI Executive Committee, CSI Chapter Chairs and Publication
Committee who participated in various field visits across the country despite their busy
schedules. To name a few – Prof A K Nayak (Patna), Wg Cdr D N Misra (Punjab),
Prof Aman Sharma (Shimla), Dr Rajesh Shukla, Dr Jitendra Agrawal, Dr Rajeev
Srivastava and Dr Deepak Tomar (Bhopal), Dr R R Sinha, Prof Vijay Singh Rathore, Dr
Narasimha Bolloju (LNM IIT) and Dr Navneet Sharma (Jaipur), Dr Rajeev Srivastava
(Uttarakhand), Shri P N Jain (Ahmedabad) Col Inderjit Singh Barara (New Delhi), Shri
Manas R Pattnaik and Dr S K Pradhan (Bhubaneshwar), Shri Raju L. Kanchibhotla and
Shri K Mohan Raidu (Hyderabad), Shri Subimal Kundu, Prof Devaprasanna Sinha and
Dr Phalguni Mukherjee (Kolkata), Shri Srikanth P Krishnan and Shri Vishnu Kumar
(Trivandrum), Smt Shailaja Sardessai (Goa), Shri Vinayak Nayak, and Dr Dilip and
Mr Dilip Ms Glamina, Ms Jahnvi, Mr Swapnil from CSI HQ; Shri S Natarajan from
Education Directorate, Chennai; Prof S S Agrawal and Prashant S Nair
(CSI Communications, Editors) extended their full support during our journey.

We would like to thank Shri L C Singh, Vice Chairman & CEO of Nihilent
Technologies Ltd for his selfless service to the cause of e-Governance in the Country.
Shri Shohel Noor and Shri Anoop Bharadwaj brought out their exemplary skills to the
awards exercise. The conveners are indebted to them.

We are also grateful to IIIT, Hyderabad and to Prof P J Narayanan, Director, for kindly
giving full support to the CSI Nihilent e-Governance Awards and for giving
unrestricted access to IIIT-H’s facilities and infrastructure. Prof Vasudeva Varma
(Dean, Research), Prof Jayanthi Sivaswamy (Dean, Academics), Prof Dipti Misra
Sharma, Prof Pradeep Kumar Ramancharla (Registrar), Shri V V Ramana
(Dy. Registrar, and Ms K Sriranjani (Head, IT Services) for their support during Final
Presentations held on 8th and 9th December 2017 at IIIT Hyderabad.

We are grateful to BSP Team Mr Naresh Davergave, S Sandhya, B Rajitha,

D Prabha and P Laxminarayana for their desktop publishing support in bringing this
compendium out under tight deadlines. We appreciate the timely assistance provided
by our Publisher M/S BS Publications.

With the secretarial and technical support from Ms Lavanya, Ms Mounika,

Ms Prathyusha, Ms Samhita Ayaluri and Mr Akhil Raina - the awards process gained
significant appreciation and visibility.

Finally, we want to thank all the IT Secretaries, Project In-charge Officers, nominees
who enabled CSI SIG eGov team to complete nominations assessment at all stages
successfully within the timelines. Without their support – we would not have
achieved this rigorous multi-stage evaluation process and bring out this Compendium,
in time.
K S Vijaya Sekhar, G P Sahu and Prabhu Gollamudi
- Editors

xviii |
 Foreword

President, CSI

The Special Interest Group on eGovernance (SIGeGov), under the auspices of

Computer Society of India has been successfully publishing and releasing annual
compendiums as part of the CSI Nihilent eGovernance Awards (CNeGA) ceremony,
mostly organized as part of the CSI Annual Conventions. I am very happy to know
that this year’s edition aptly titled “Digital Empowerment: A Cornerstone for
eGovernance - Selected eGovernance Initiatives 2017” has eGovernance case
studies, many of which reflecting the compelling need of empowering citizens and
other key stake holders, towards realizing the goals of social and financial inclusion.

Compendiums, like this enable sharing of eGovernance best practices information.

Coupled with many other Government of India’s and several State Governments
ambitious e-Governance initiatives, we can hope that many of the outcomes of a
‘Digital India’ will get realized.

I am also pleased to know that some of the projects presented in this compendium are
award winners of CSI Nihilent eGovernance Awards 2017. CSI is indebted to
M/s Nihilent Technologies Limited for their unstinted support and commitment for
the past 15 years towards making eGovernance initiatives proliferate and replicate
successfully.

But for the continued interest of participating Government entities from various
Institutions/Departments of State and Central Governments, across the country, CSI
Nihilent eGovernance Awards would not have become a well sought recognition at a
National level.

I wish to congratulate the efforts of the team led by Shri GSN Prabhu, Convener,
CSI SIGeGov and Dr K S Vijaya Sekhar, Convener, CNeGA 2017. The leadership
support through founder members Dr Ashok Agarwal and Late Maj Gen (Retd)
Dr R K Bagga and by all the members of SIGeGov, CSI Execom members,
CSI Chapter Chairs, RVPs, Division Chairpersons and other Members who
volunteered at various stages of assessment is highly appreciative.

I take this opportunity to congratulate all the awardees of CSI Nihilent eGovernance
Awards 2017, who all deserve real applause for their initiatives, which contributed in
many ways towards empowering Citizens and other stake holders, effectively.

This year's compendium edited by Dr K S Vijaya Sekhar, Prof G P Sahu and

Shri Prabhu Gollamudi brings a diverse set of eGovernance projects from
practitioners around the country. I am confident this edition will serve as a useful

| xix
reference material for policy makers from Governments, researchers from academics,
professionals from Industry and aspiring student community.

Once again, my hearty congratulations to all the members of the CSI-SIGeGov team
for their concerted efforts in bringing out this compendium.

Sanjay Mohapatra
President, CSI
Email: [email protected]

xx |
 Message

If there is one word that characterizes the fourth industrial revolution, it must be
empowerment. More so, it assumes a lot of significance in India. An empowered
society is a necessary tool to help the citizens from all walks of life take charge of
their lives and effectively transact and communicate. One can argue that this is in fact
the raison d'etre of e-Governance.

India today stands at the cusp of digital dominance in the world. With over
422 million internet connections in the country, a majority of which are on mobile, it
won’t be an exaggeration to say that an inclusive digital landscape is around the
corner. In fact, a report by Cisco says that by 2021, the number of Internet users in
India will be 829 million, and that there will be about 2 billion networked devices.
The Digital India initiative by the Government is certainly aiding the people in
becoming digitally empowered. Ripples are being created in the area of financial
inclusion, which is one of the most important objectives of Digital India. With nearly
300 million new bank accounts opened in the last three years under the PM’s
financial inclusion scheme, access to financial services and credit are more easily
available to the more vulnerable groups at an affordable cost. At the same time,
public utility services delivery through the Common Service Centers are helping the
citizens to avail Government services on demand.

However, we still have miles to go. Digital infrastructure development has to be

robust, while innovation and creativity in making digital technology truly impact
everyone is the need of the hour. I believe that an absolutely immersive user
experience using the design thinking approach will be a good step forward in
realizing the goal of greater digital inclusion. Design thinking, as many of you would
know, focuses on solving problems by understanding the customer’s needs, wants and
aspirations. It draws upon logic, imagination, intuition, empathy and systemic
reasoning.

Back in 2002, when the teams at CSI and Nihilent launched the e-Governance
Awards, the underlying objective indeed was to recognize and celebrate initiatives in
the country that had a profound impact on the lives of the citizens as well as on the
Governments discharging their duties. I’m delighted to note that the Awards have,
over the last fifteen years, maintained or even bettered the high standards of
evaluation set in the preamble. My heartiest congratulations to the winners of the
awards this year.

This brings me to the mention I made above of the fourth industrial revolution. To
quote Klaus Schwab, founder of the World Economic Forum, this technological
revolution will fundamentally alter the way we live, work, and relate to one another.
Given that the pace of innovation is unprecedented, the more agile our approach in
delivering e-Governance, the greater empowered will our citizens be.
LC Singh

| xxi
 Message

Convener, CSI-SIG eGovernance

Greetings!

CSI Nihilent eGovernance Awards, as an annual event is a key driver for CSI SIG
eGov to promote eGovernance knowledge and sharing. Knowledge – in terms of best
practices, learnings, challenges overcome, Process reengineering efforts carried out,
strategies deployed for handling change management, capacity building, outcomes
that can be measured etc, all of which are adding significant value to researchers and
practitioners.

I am happy, the Awards and the award process continues to be relevant for the stake
holders even during the 15th year running. This year’s compendium of selected
e-Governance Initiatives 2017, titled “Digital Empowerment” presents the journey of
eGovernance practitioners from State and Central government departments /
Institutions, with their successful projects. The compendium contains some of the
successful eGovernance initiatives, which are a sub set of nominations received for
the CSI Nihilent e-Governance Awards 2017.

As a small but significant contribution to the e-Gov fraternity, CSI SIG eGov has
ensured that the rich repository of e-Gov best practices is also available for reference
from CSI SIG e-Governance portal: http://www.csi-sigegov.org.

This year saw very interesting nominations e.g. the MADAD project by Ministry of
external Affairs, Govt. of India, with a tag line “A social reach out program for
Overseas Indians in distress” presenting how MADAD as a digital platform enables
people in distress to get connected with the Ministry for assistance.

Some of the other projects/ initiatives include Sabboj Saathi Online an end-to-end
solution for distribution of bicycles to school children of Government Schools in
West Bengal. Interestingly the system encompasses supply chain aspects of procuring
bicycles ensuring quality and monitoring misuse of the scheme.

Also participated cases include few projects from Agriculture & Food production
sector – Seed production to Distribution, Farmers welfare etc where ICT
interventions /tools have been successfully used – D Krishi project of Andhra
Pradesh, Seed certification and Distribution by DBT by the Odisha State Agriculture
department etc.

This year, based on emerging focus areas, to measure sustainable growth the awards
team has redesigned the State Category template and sought nominee responses on
six of the key focus areas. Glad to share, nominees took interest in the changed focus
and presented their cases well.

In addition a new category titled ‘Theme Category’ has been introduced with focus
on ICT interventions for Safety of Women in Public Spaces. This has been received
well and participation is encouraging. The initiatives of Government of Telangana

| xxiii
and Government of Rajasthan deserve compliments for their efforts to enhance safety
perception.

At CSI-SIGeGov, we are privileged to have a galaxy of members / assessors to

manage the award process, continued guidance and support of Dr Ashok Agarwal,
Shri Surendra Kapoor, Shri Lalit Sawhney who took substantial burden of field visits,
Shri Satish Babu, Prof M P Gupta, Dr Piyush Gupta, Prof Harish Iyer,
Prof M L Saikumar, Prof Sanjiv Vaidya, Prof Nityesh Bhatt, Prof Saji Mathew, Smt
A Sridevi, Shri D K Dwivedi, Prof Thrimurthy is highly appreciated.

Participation of Shri Nagesh Sastry, Deputy Director General NIC, is very

encouraging and we convey our special appreciation to him as well as Smt Nita
Verma, Director General, NIC, Govt of India for support and enabling show casing of
several NIC initiatives in the field of eGovernance from across States and GOI,
jointly with respective end user departments.

Bringing out a very informative compendium is an enormous task and I wish to

congratulate my editorial team members Dr K S Vijaya Sekhar and Dr G P Sahu for
an excellent effort.

I also wish to thank Shri Sanjay Mohapatra, President CSI, Shri Apoorva Agha,
Chair Division I, CSI, Shri Raju Kanchibhotla, Chair Division III, Shri Manas R
Patnaik, Treasurer CSI, Shri Gautam Mohaptra, UP and President elect CSI, Shri A K
Naik, Secretary, CSI and the entire team at CSI HQ for their guidance and support
towards our activities.

Since expert resources are also available locally, CSI Chapters have extended their
support on need basis for field visits. Indeed such a voluntary service towards SIG
eGovernance activities is welcome and appreciated. And importantly members of
both the SIG eGov executive committee and CNeGA selection committee team have
extended excellent support and participated actively at all the stages.

Experts from the Academics and Industry were also gracious to accept our invite and
participated in the deliberations. We are thankful to all of them.

The continued support of Ms/ Nihilent Technologies and personal participation by

their Sr Officials is very encouraging and motivates us to scale new heights. We are
grateful to Mr. L. C. Singh, Vice Chairman and CEO of Nihilent Technologies Ltd,
for his unwavering support.

This year, Dr. P. J. Narayanan, Director, IIITH was kind enough to personally
participate in the opening session of the ‘Finalists presentation’ where Late Maj Gen
(Dr) R K Bagga was remembered for his lasting contribution to the growth of CSI
SIG eGov. We are greatly indebted to the Director IIITH, the faculty members who
participated in the reviews, the Registrar and the Network Support team for their
continued and enthusiastic support.

xxiv |
CSI, is celebrating the 52nd Annual Convention in the Science City of Kolkata and we
are happy to be conducting the prestigious 15th CSI Nihilent eGovernance Awards
ceremony as part of the event. We are thankful to the chairs of Advisory, Organizing,
Program, Registrations, Publicity and other Committees managing the convention for
their commitment and support.

We take pride in being part of Computer Society of India, a vibrant community of

professionals and for the opportunity to contribute to the cause of e-Gov through our
various activities under the Special Interest Group (CSI SIG e-Gov).

Thank you,

G S N Prabhu
Convener, CSI-SIGeGov

| xxv
 Preface

With the vision of “Digital India” under the guidance of our Honorable Prime
Minister Shri Narendra Modi, many initiatives have been launched to achieve Digital
Empowerment in the society. Digital Empowerment is a word which constitutes a
nation of digitally strengthened, with an aim to: a) connect unreached communities;
b) to bring all citizens out of digital obscurity, who are not with the pace yet; c) to
empower the country by setting up sufficient Information and Communication
Technology (ICT) infrastructure, to equip the citizens with ease of access to the
information; to avail the government services without any hassles and to make them
digital literates to achieve the Digital Empowerment.

Digital empowerment is the tenable digital gizmo to triumph over the information
poverty in urban, rustic and remote areas of our country. Pioneering technologies are
hastily taking over the whole industry and society, thereby crafting a digital
empowered country wherein all the daily economic-activities of customer as well as
business are being processed digitally.

Digital empowerment of India, the concept, initiated years ago, has been successful in
providing several facilities at the doorstep of citizens through various campaigns
such as Digital India, m-Governance and e-governance like Digital Locker,
e-education, e-health, e-sign, attendance.gov.in, MyGov.in, Swachh Bharat Mission
(SBM) Mobile app, e-Sampark, etc.

In accordance with the Digital India, e-government, etc., various authorities across
the country, are working for the vision of Digital transformation of country and
making the country digitally empowered by implementing a number of ‘e’ and ‘m’
Government initiatives. The initiatives include concepts regarding facilitation of
e-transportation services, e-health services, women empowerment and women safety,
midday meal, financial services and benefits, grievances solution and many more
with the mission of reducing cost and time, effective communication among
Government-Consumers-Business, escalating digital literacy and providing all the
services to the unreached and underserved citizens.

This book comprises some of the successful e-governance projects that the country
has seen on ‘e’ and ‘m’ Governance initiatives, associated with key sector/ areas that
demanded concern.

The methodology CSI SIGeGov implemented to weigh up the ‘e’ and ‘m’
Governance projects put into operation by an assortment of State authorities and
nominated embrace several steps. Using the CNeGA-value indicators, hundreds of
entries received are weighed up to test out the balance between technologies and
values. The framework of assessment of CNeGA, which has been followed for past
several years continues to give best outcomes in terms of identifying successful
e-governance projects / initiatives from a set of diverse nominations across the
country. Emergence of many such successful e-governance projects across the diverse
departments/ Organizations of States/GOI, strongly reflect on the quality and
direction of country’s Digital India and Digital empowerment journey.

| xxvii
Bringing together ‘e’ and ‘m’ Government practioners successful case studies in the
form of a book by SIGeGov is another knowledge sharing initiative. These
practitioners have shared their valuable project learnings through the CSI Nihilent
e-governance awards platform. The repertoire of intellect gathered by tracking
directions, experiences, learning, actions and initiatives exchanged through such
publications continue to help in bringing focus to value creation and sustenance of
e-governance projects for the benefit of stakeholders. This annual compendium series
– including the one aptly titled “Digital Empowerment” – are arguably the best source
of case studies for traversing the right path towards good governance.

K S Vijaya Sekhar, G P Sahu and Prabhu Gollamudi

- Editors

xxviii |
 Section – I
Invited Articles
 CSI Special Interest Group on eGovernance

CSI Special Interest Group on eGovernance

(CSI-SIGeGov)

Ashok Agarwal
Founder

INTRODUCTION
Computer Society of India (CSI) has implemented the concept of “Special Interest
Groups” to promote activities and research in major focused areas. Special Interest
Group on e-Governance (SIGeGov) was formed at Hyderabad during 2006 with
support from CSI HQ and CSI Hyderabad Chapter. The basic objective has been to
focus on an important area demonstrating the impact of Information and
Communication Technology on Governmental processes to improve the quality of
life a common citizen across India. The Purpose was to bring like minded
professionals together to add value by bringing out recommendations relevant to
various stakeholders in eGovernance Space. CSI is the only professional society
covering individual users and citizens as members in addition to corporate bodies and
Government Institutions and is most appropriately suited to focus and add significant
value to the successful implementation of eGovernance initiatives in our country.
Successful implementation of a eGovernance is a key enabler which can take our
country to next generation as developed nation, lowering corruption and improving
the Quality of life of common persons. The mission of CSI-SIGeGov is to play a
complimentary role in that process and create an appropriate echo system in the
country.

OBJECTIVES
CSI-SIGeGov objectives include knowledge sharing with all stakeholders through
holding workshops, conferences and Knowledge Sharing Summits (KSS) to ensure
that effective replication of use of technology, solution occurs without reinventing the
wheel again and again. CSI has instituted CSI Nihilent e-Governance Awards
(CNeGA) and SIGeGov is expected to organize these awards by implementing
effective framework of evaluation for e-Gov projects and also achievements
recognize at the State level; SIGeGov maintains updated databases of all relevant
stakeholders in this area; support research in selected areas of assessment framework
and implementation strategy for e-Government projects; Participate in the processes
for evolving standards in technology, processes and databases; Conduct of National
and International conferences in e-Governance individually or by collaborating with
other institutions; Interact with international bodies like IFIP and SEARCC to benefit
India by sharing our experiences with other nations. With this context, the following
activities were undertaken by CSI SIGeGov.

CSI Nihilent eGovernance Awards

(http://www.csinihilent-egovernanceawards.org/)
CSI-SIGeGov has instituted a series of awards by recognizing contributions made in
the field of e-Governance in the country. The awards are given for recognizing the

3
 Digital Empowerment - A cornerstone for eGovernance

good efforts made in e-Governance area both at a individual project level as well as
for the State as whole. There has been very active participation for these awards from
State and Central Government authorities, many PSU’s and research establishments.
Participation by many of these Central and State level organizations have made these
Awards an awaited event, every year since 2002. To ensure minimizing the
individual biases the team composition that evaluates the entries varies. Analytical
Hierarchy Process (AHP) based analysis was implemented using Results and
Enablers framework. To make the award process rigorous, actual field visits to all
short listed projects have been undertaken by evaluation committee members.
Publishing the Nominations of Awardees in the form of a book is another feature for
wider circulation and knowledge sharing. The Awards are being sponsored by
Nihilent Technologies Ltd., Pune.

CSI-SIGeGov Knowledge Sharing Summits (www.csi-sigegov.org)

The National level e-Governance Knowledge Sharing Summit (KSS) is an annual
event organized by CSI-SIGeGov in collaboration with respective States. The summit
aims to provide a forum for policy makers, practitioners, industry leaders and
academicians to deliberate, interact and develop an actionable strategy for transparent
and good governance. To grow rapid and successfully, there is a need to respond
proactively to the changing environment. This essentially calls for strengthening the
capabilities, seizing and exploiting the opportunities. There is an inherent need to
explore and share success stories, best practices and achievements spread across the
country for better implementation of e-Governance initiatives. The KSS intends to
provide a forum for discussion on e-Governance initiatives, implementation strategies
and challenges and to share learning from national best practices. SIGeGov organized
a Knowledge Sharing Summit in the year 2009 (the first KSS) which was held at
Hyderabad with the support from erstwhile Government of Andhra Pradesh. In 2010,
the second summit was held in Bhopal with support from Government of Madhya
Pradesh. In 2011, third summit was held in Gujarat with support from Government of
Gujarat. As a special gesture - during KSS-2011 CSI conferred on Shri Narendra
Modi, the then Chief Minister of Gujarat its first e-Ratna award recognizing unique
leadership using ICT in the State of Gujarat for providing better citizen services over
the years. In 2012, 4th KSS was held at Raipur with support from Government of
Chattisgarh. Shri Raman Singh, Hon’ble Chief Minister was conferred as e-Ratna
award for the year 2012. Then in 2013, 5th KSS was held at Visakhapatnam along
with 48th CSI Annual Convention with Shri J Satyanarayana the then Secretary, IT
was the Chief Guest for Awards ceremony. In 2014, the 6th KSS was supported by
Government of Telangana and held in conjunction with 49th CSI Annual Convention
at JNTU, Hyderabad. In 2015, the 7th KSS was held at Thiruvananthapuram with
support from Kerala State IT Mission (KSITM), Government of Kerala.

CSI was born in Hyderabad in 1965. CSI Hyderabad Chapter is one of the largest
Chapters in India with many senior members and large number of student branches. It
has been a vibrant chapter since the inception with many programs and conventions

4
 CSI Special Interest Group on eGovernance

conducted on regular basis, besides successfully organizing the CSI Golden Jubilee
event in 2014.

CSI Hyderabad Chapter has launched CSI Technology Council, CSI Research
Council, CSI Digital Life Programme, besides making entry into CSI High School
Programme. FDPs and Workshops are being carried out at CSI Offie and Campuses
like JNTUK and CMREC etc.

CSI Tech Talks series that happen once a week, completed 41 sessions have been
organized so far, as per Mr K Mohan Raidu, the present Chapter Chairman. Two
Whatsapp groups, CSI Technology Forum and My CSI, deal with Technology and
CSI issues are also maintained, with wide participation of expert members from all
over India and abroad. Chapter continues and support CSI SIG eGov activities.

CSI SIGeGov Publications

The following Books covering research case studies on eGovernance, were released
during Annual Conventions of CSI and are available for to download at www.csi-
sigegov.org/publications.php.
1. Digital Empowerment: Selected eGovernance Initiatives – 2017. K S Vijaya
Sekhar, G P Sahu and Gollamudi S N Prabhu (2017).
2. Leveraging Technology towards Digital Transformation. G P Sahu, K S
Vijaya Sekhar and Gollamudi S N Prabhu (2016).
3. Digital India in Action - Selected e-Government initiatives in India. Ms
Ayaluri Sridevi and K S Vijaya Sekhar (2015).
4. Envisioning a Digital India: Selected e-Governance initiatives. Harish P Iyer,
K S Vijaya Sekhar, Sridevi Ayaluri and Dr Piyush Gupta. Religiate Interactive
(2014).
5. Compendium of Selected e-Governance Initiatives in India. Harish P Iyer, K S
Vijaya Sekhar, Sridevi Ayaluri and Dr Piyush Gupta. Virtual Reality Books
(2013)
6. Inclusive Growth through e-Governance: Selected e-Governance Initiatives in
India. Surendra Kapoor, Prabhu Gollamudi, Nityesh Bhatt and Harish P Iyer.
Universities Press (2012)
7. Widening e-Governance Canvas: Selected e-Governance Initiatives in India.
Surendra Kapoor, GSN Prabhu and Niytesh Bhat. ICFAI University Press
(2011)
8. Enablers of Change: Selected e-Governance Initiatives in India. Piyush Gupta,
R K Bagga and Ayaluri Sridevi. ICFAI University Press (2010)
9. Fostering e-Governance: Compendium of Selected Indian Initiatives. Piyush
Gupta, R K Bagga and Ayaluri Sridevi. ICFAI University Press (2009)
10. Transforming Government: e-Governance Initiatives in India. R K Bagga and
Piyush Gupta. ICFAI University Press (2008)

5
 Digital Empowerment - A cornerstone for eGovernance

11. Compendium of eGovernance Initiatives in India. R K Bagga and Piyush

Gupta. University Press (2007)
12. eGovernance Case Studies. Ashok Agarwal. Universities Press (2006).
13. The State, IT and Development. R K Bagga, Kennith Keniston and Rohit Raj
Mathur. SAGE (2005).

Contact: CSI SIGeGov, C/o Research Center for eGovernance (RCeG),

IIIT Hyderabad, Prof C R Rao Road, Gachibowli, Hyderabad 500 032, India.
Tel: +91 40 6653 1119 Fax: +91 40 2300 0044.

6
 CSI Nihilent eGovernance Awards (CNeGA) –
Fifteen Years of Journey

K S Vijaya Sekhar

INTRODUCTION
CSI Nihilent eGovernance Awards (CNeGA) is in the fifteenth year of its existence,
successful for its patronage by nominees all of whom are practitioners from
Government departments, Institutions / establishments. Instituted by Computer
Society of India (CSI) and Nihilent Technologies Ltd jointly in the year 2002, these
awards recognize significant initiatives / contributions of e-Governance implementers
in the country. In this article the journey of these awards that were paralleled the
evolution of eGovernance plans of the Country is briefly recapped.

The Beginnings
While eGovernance concepts getting a foothold in the country through conviction of
policy makers, administrators, political leadership at individual and organization
level, CSI think-tank supported by Nihilent thought and visualized the need for
recognizing best of such initiatives year on year to motivate as well as spread
knowledge / learnings for other practitioners across the country.

This thought process matured and emerged as CSI Nihilent eGovernance Awards
(CNeGA) with these objectives.
o To be an independent focal point for the assessment of e-Governance
initiatives
o To take the lead in recording appreciation of the vision and the efforts of
Government officials in bringing eGovernance initiatives to fruition against
difficult odds
o To act as a repository and to provide a channel for e-Governance champions to
share their experiences with interested stakeholders. Or, in other words, to be
an aggregator of e-Governance knowledge and experience originating in the
Country.

The first awards event took place in the year 2003, in the city of Hyderabad with
ASCI hosting the event. Thanks to the participation of the then Chief Minister of the
combined state of Andhra Pradesh and that of Ms Sumitra Mahajan, the then Minister
of IT, Govt. of India, the event took off well and got the attention of the early
practitioners at the country level.

The evaluation process built around the Results and Enablers framework, the multi-
stage assessment and the Analytical Hierarchical Process (AHP) model that the CSI
SIG eGov team deployed has enabled the robustness of process and gained credibility
over the years. This led to the awards establishing itself as one of the leading awards
forum at the National level. Though individual champions / leaders who drive many
of the successful initiatives continue to play significant role, CSI Nihilent
eGovernance awards recognize the projects as an identity focussing. With the awards
becoming an annual feature, eGov champions and owners continue to get encouraged

7
 Digital Empowerment - A cornerstone for eGovernance

and come forward to share their best practices with others who are implementing
eGovernance projects.

Spread and Growth

Experienced, evaluating more than 1800 eGovernance Projects across India during
the last 15 years which enabled understanding the evolution of best practices across
the various sectors and several technology domains. This translated into
improvements in assessment and bringing up best of the cases for sharing. Enabled
over 400+ successful initiatives to get recognized over these years, under different
categories of awards, all of whom are mainly from Government entities. This resulted
in providing a window of opportunity to showcase their successful ICT interventions.
Underlying this journey is the established award shortlisting process, articulated and
nurtured by SIGeGov founding members Late Maj Gen Dr R K Bagga and Prof
Ashok Agarwal, CSI Fellow & Founder Chairman, CSI SIG eGov.

Two of the key differentiators in the evaluation process are - Analytical Hierarchical
Process (AHP) for balancing assessment on various parameters of the nomination
template and, rigorous multi-stage filtering process. Realising the change is
characteristic to sustain the interest of practitioners and in keeping with the trends in
use of technology, evolving practices etc – the award categories, qualification criteria,
shortlisting process gets reviewed and changed, regularly.

Some changes are:

o An award for ‘Sustainability’, enabled us reconnect with the past awardees
o A new category titled ‘Theme’ got added with focus on ICT interventions for
Women Safety
o Special recognition for nominations from North East States

Process recap
Typically, the awards announcement process gets kicked off during the months of
May / June every year. Publicity is carried out through the awards website as well as
sending mailers to Government Officials by the awards secretariat. In addition
prospective nominees also get identified through other channels.

The nominations for the awards are accepted through a transparent, e-submission
mode with authorization by a responsible Government authority. These nominations
get evaluated by panel of experts drawn from the Government, Industry and the
Academia. The judging process, shared and communicated makes the evaluation
exercise completely transparent and objective. Those nominations received in the
prescribed format, meeting the qualifying criteria, relevance from learning value gets
shortlisted based on the information that the nominee provides in the first stage. In
the second stage of assessment, field visits to shortlisted nominations gets organized
to assess the degree to which the submissions match the reality on the ground, and
further, validation of findings by different set of reviewers. Those nominations that
get shortlisted through the field visits get invited for the third and final stage of
assessment called ‘Finalists’ presentations. Every stage of the assessment process

8
 CSI Nihilent eGovernance Awards (CNeGA) – Fifteen Years of Journey

went through a conscious effort to reduce individual bias and provide for checks and
balances. From the inception, this three-stage assessment process was practiced.

The core of assessment is based on data / information presented by nominees – a

template evolved on Results and Enablers framework that has several indicators and
associated attributes. It is a non-negotiable and hallowed tradition of the CNeGA that
all assessment steps shall conform to an unwavering adherence to integrity, diligence
and fairness. Further, it is the goal of the awards that assessment serve to encourage
and bring to prominence persevering effort of the Government functionaries who
strive to bring out the best in eGovernance often under trying circumstances adhering
to these two founding principles. Given such rigour, CNeGA continue to excite the
practitioners wanting to share their experiences and share their learnings. And every
project, award winners or otherwise continue to contribute and add-value to the
digital transformation process.

Publications
Documented and published compendium for last Twelve years- full of case studies -
selected entries and invited papers from India and abroad on the theme of the award
year, helped build a repertoire of eGovernance knowledge bank. Annual souvenirs
published and released during the award ceremonies, reflect the winning moments
and the journey of that year. Database of select eGov Project initiatives continue to
get shared on awards website for reference by practitioners and researchers
www.csinihilent-egovernanceawards.org.

Update on Nominations 2017

For the current year, a total of 170 nominations were received. 30+ reviewers had
evaluated the submitted documents. Each document got reviewed by two or three
subject experts. In the Stage-One shortlisting, 69 nominations were identified for 2nd
stage Field Visits. In the field visits, a number of reviewers formed as groups and
made rigorous evaluation by visiting these nomination places in-person. Each field
visit team consisted of 2 to 5 reviewers, participated actively. In situations of
geographic challenges or non availability of reviewer time, a few of the cases got
evaluated via Videoconferencing mode. With further shortlisting based on field visit
reports, 46 nominations were moved to the third and final stage which is called
Finalists presentations. These presentations took place in Research Centre for
eGovernance (RCeG) at IIIT Hyderabad during 8th and 9th December 2017. A total of
24 Reviewers acted as Panellists to identify the award winners under different award
categories. CNeGA is happy to share that our reviewers come forward voluntarily on
their own to learn / share their expertise. Nihilent Technologies, which is our awards
sponsor adds significant value by way of their continued support, participation in all
stages of evaluation. And, the awards ceremony is taking place at Science City,
Kolkata on Saturday, 20th January 2018. Presented below is a gist of the earlier events
that gave an opportunity for many awardees to proudly show case their CSI Nihilent
eGovernance Awards trophy!

9
 Digital Empowerment - A cornerstone for eGovernance

Awards Events at a Glance

Year Place Highlights
2003 Hyderabad A special e-Gov Award ceremony was held at
Administrative Staff College of India (ASCI),
Hyderabad. The then Hon’ble Chief Minister of Andhra
Pradesh Shri Nara Chandrababu Naidu was presented
with the State Category award by Smt. S Mahajan,
Minister of IT, GoI in the presence of many dignitaries.
Mr A K Pathak President CSI, Mr MR Datar, Convener
and other CSI members graced the proceedings.
2004 Pune The event was presided by the then President CSI Mr A
K Phatak. Officials from the State of Maharashtra
received the State category Award in the presence of
many dignitaries and guests.
2005 Hyderabad The event was conducted along with the CSI 2005
Annual convention. Chief Guest was Gen K V Krishna
Rao Ex. Governor and Ex. Chief of Army Staff. The
State category award was presented to Chandigarh (UT).
A special book was released during the event entitled
‘State IT and Development’ edited by R K Bagga,
Kenneth Kenistan, R R Mathur in the presence of
Convener of the 40th CSI Convention Dr Ashok
Agarwal.
2006 Kolkata Held in the Science City of Kolkata, as part of CSI
Annual Convention. The State category award was
presented to both Gujarat and Karnataka States in the
presence of several dignitaries led by the Minister and
Secretary of IT of West Bengal.
2007 Bangalore The awards event took place as part of the CSI Annual
convention with many guests participating. Hon’ble
Minister of IT, Govt. of MP Shri Kailash Vijayvargiya,
gave away the awards in the presence of Dr Muthu
Krishnan, the then President of CSI, Prof Sadagopan
IIM, Bangalore and others. Gujarat State bagged the
State category award again. A compendium of e-
Governance initiatives edited by Shri Piyush Gupta and
Dr R K Bagga was released during the event.
2008 New Delhi The event was held as part of International Conference
on e-Governance (ICEG). Dr B K Gairola, DG of
National Informatics center (NIC) was the Chief Guest
and gave away the awards. Prof M P Gupta of IIT Delhi
conducted the proceedings. Chhattisgarh State
representatives were presented with the State category
Award.

10
 CSI Nihilent eGovernance Awards (CNeGA) – Fifteen Years of Journey

Year Place Highlights

2009 Pune Mr S Mahalingam, President CSI was the Chief Guest
and the program was organized in honor of Late Shri A
K Pathak, Ex President CSI. The state of Madhya
Pradesh bagged the State category award and Sr officials
graced the occasion and collected the award. A book
titled ‘Fostering e-Governance’ consists of select eGov
case studies was released on the occasion.
2010 Mumbai Chief Guest of the event was Dr Vijay Bhatkar, the then
ex CMD CDAC. Prof P Thrimurthy President of CSI
presided the event. The State award went to Gujarat
State, again. Mr. Philip Jose De Souza, Revenue Minister
of Goa presented the award to Senior Gujarat Govt.
officials.
2011 Ahmedabad The event was held as part of the CSI Annual
convention. Prof Rajaraman was the Chief guest who
also distributed the awards along with President of CSI
Mr M D Agarwal and, Maj Gen (Retd.) A
Balasubramanian. The State of Chhattisgarh was the
recipient of the state category Award. Annual
compendium titled ‘Widening e-Governance’ was also
released.
2012 Kolkata This was a special year for the CSI-Nihilent e-
Governance Awards. The 47th CSI annual convention
saw the awards celebrating its tenth anniversary. Shri
Surendra Kapoor was the Convener and Shri Prabhu
Gollamudi and Dr. Nityesh were co-conveners. The
annual award booklet published for the event carried a
painstakingly put together ten year journey of the CSI-
Nihilent e-Governance awards – a singularly effort of the
co-convener Shri Prabhu Gollamudi aided by
recollections of the formative years of the awards by Dr
R K Bagga, Dr Ashok Agarwal and many other
luminaries. Annual compendium titled ‘Inclusive Growth
through e-Governance’ was also released. The awards
were distributed by the Chief Guest – Padma Bhushan
Prof PVS Rao and Sri Satish Babu, the President, CSI.
2013 Visakhapatn It was a privilege to have one of the keenest observers of
am e-Governance in the Country, Shri J Satyanarayana,
Secretary of IT, Government of India, be the Chief Guest
for the 11th Anniversary of the CSI-Nihilent e-
Governance Awards. Dr Piyush Gupta was the Convener
of SIGeGov and Shri Harish P Iyer was the Convener,
CNeGA. Prof S V Raghavan, the President of CSI
released the CD containing all the compendiums
published – a maiden effort.

11
 Digital Empowerment - A cornerstone for eGovernance

Year Place Highlights

2014 Hyderabad The Awards program was held in Hyderabad on 13th
December, 2014 marked the 12th anniversary of the
awards. The awards formed an important part of the 49th
Annual Convention of the Computer Society of India. Dr
Piyush Gupta, the Convener of SIGeGov, and the Awards
Convener team of Shri Harish P Iyer and Mrs Sridevi
Ayaluri acted as the facilitator for the awards. A book
“Envisioning a Digital India” was released during the
awards. Shri H R Mohan, President CSI, Dr. Ashok
Agarwal, Founder Chairperson of SIGeGov, and Dr. Peter
Parycek, the Head of the Center for e-Governance at the
Danube University, Austria, and Brig. Philip Manoharan,
from Nihilent Technologies gave away the awards.
2015 New Delhi CSI Nihilent eGovernance Awards 2015 entered into
13th year. The awards ceremony was held along with the
Computer Society of India (CSI) 50th Golden Jubilee
Annual Convention at Bharati Vidyapeeth, New Delhi on
3rd December 2015. Shri S. Kapoor, Convener, CSI-
SIGeGov opined that our sustained efforts over the last
many years in promoting e-Governance awareness and
knowledge sharing compliment the overall efforts of
policy makers towards transforming to a Digital India.
Shri Shubhabrata Banerjee, Chief Financial Officer of
Nihilent said, it has been our honour and privilege to be
associated with the awards and we will continue to do so.
Dr Ashok Agarwal, Founding Member, CSI-SIGeGov
along with other Dignitaries on the Dais honored the
awardees under three categories – Sustenance, Projects
and State. A Compendium ‘Digital India in Action’
along with a souvenir was released.
2016 Coimbatore The 14th edition of CNeGA ceremony was held on 24th Jan
2017 at Coimbatore along with 51st CSI Annual
Convention. An eGovernance track session was inaugurated
by Sri Sanjay Mohaptra, VP CSI, in the presence of Sri
Rangaswami, OC Chair CSI 2016, Prof M N Hoda,
Chairman Division I-CSI, Sri Lalit Sawhney, Ex President
CSI and Sri Surendra Kapoor, Convener, CSI-SIGeGov.
Two panel discussion sessions was conducted on ‘Digital
Transformation – Issues and Challenges’ and ‘eGovernance
Initiatives – Emerging Drivers’. Shri Lalit Sawhney and Sri
Satish Babu, past Presidents of CSI chaired the sessions.
Dr Ajay Kumar, Additional Secretary, Ministry of
Electronics and Information Technology (MeitY), Govt of
India, as Chief Guest, distributed the awards. While
presenting ‘Convener Report’ Shri GSN Prabhu, Convener
2016 stated that they had received over 180 nominations.

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 CSI Nihilent eGovernance Awards (CNeGA) – Fifteen Years of Journey

Acknowledgements
I am glad to be involved with CSI Nihilent eGovernance Awards (CNeGA) series
which is in it’s 15th year, as it’s Convener. It is my duty to remember (Late) Maj Gen
Dr R K Bagga, AVSM (Retd.) who set the path and involved me in this important
task. Because of his leadership CNeGA is nurturing and aiming for next higher level.
I am also indebted to my previous Convener’s because of whom the awards series
was successfully completed 14 years of it’s journey - Dr Ashok Agarwal, Dr Piyush
Gupta, Shri Surendra Kapoor, Prof Harish P Iyer, Ms Ayaluri Sridevi and Shri GSN
Prabhu who all are contributing their services for the cause. My special thanks to
other members some of whom have served the Computer Society of India as
Presidents – Late Shri A K Pathak, Dr Muthu Krishnan, Shri S Mahalingam, Shri
Lalit Sawhney, Shri Satish Babu, Shri H R Mohan, Shri M D Agrawal, Prof P
Thrimurthy, Prof S V Raghavan, Prof Bipin V Mehta, Dr Anirban Basu, current
President Shri Sanjay Mahapatra and President-elect Dr Gautam Mohapatra. Many
academicians of repute – Prof M P Gupta, Prof S D Vaidya, Prof M L Saikumar, Prof
Nityesh Bhatt, Prof G P Sahu needs a special thanks for their untiring efforts to make
the journey smoother. Special thanks to Shri L C Singh, Vice Chairman and CEO of
Nihilent Technologies Limited for his unstinted support for the last one and half
decade. Mr Anoop Bharadwaj from Nihilent needs a special mention - he is actively
involved with this exercise for the last five years.

My sincere thanks to Prof P J Narayanan, Director of IIIT Hyderabad for motivating

the activity in RCeG and, his team support during the Finalist Presentations was of
immense help - I am thankful to all of them.

CSI-Nihilent eGovernance Awards (CNeGA) initiative is seen as a focal point for

Assessment -Appreciation – Aggregation and as a right platform for sharing the best
practices among eGov Community and the initiative continues to be in the right
place, year-on-year.

Dr K S Vijaya Sekhar, Research Centre for eGovernance (RCeG), IIIT Hyderabad.

email: [email protected]

13
 Moving towards ‘e-Gov Assessment Learning Lab’
(e-GALab) Approach

Piyush Gupta

BACKGROUND
In the Indian context, e-Governance received a tremendous fillip since the time
Government of India announced the National e-Governance Plan (NeGP) in 2006 and
later the “Digital India Programme” in 2014. Significant amount of funding is
provided in making Digital India a reality, under which the Central and States have
under taken number of e-Governance initiatives at various levels to serve different
strata of citizens. Many states have moved much ahead across sectors with a goal to
improve governance and make transformational government functioning.

e-Governance projects are modelled involving investments from Government and

private sector. These investments demand a reasonable means of assessment whether
the projects are able to achieve (or have achieved) the objectives for which they have
been taken up. With the increasing expectation level of citizens and technology
advancements, there is an increasing demand at which these e-Governance projects
should be implemented. The implementation speed requires shorter learning times
with safeguards on failures.

Given the nature of impact, scope, and the large reach that e-Governance projects have,
they cannot be bracketed like a majority of the IT projects undertaken in the private sector.
Return on Investment (ROI) is not the primary objective when e-Governance projects are
conceived. They are mostly driven to achieve efficiency and effectiveness in service
delivery. Governments run with tight budgets, hence there is an increasing demand to re-
examine their spending priorities. In order to know the actual results as compared to the
desired results of e-Governance, outcome based assessment for these initiatives become a
crucial part of e-Government project life cycle.

Today, most of the e-Governance

projects are focussed on monitoring
and not evaluation. Monitoring Monitoring uses three indicators to
focuses on Service Levels measure different aspects of program
Agreements (SLA) or project performance – Input, Process & Output.
management aspects which are
primarily operational performance of Evaluation uses two indicators to measure
the project and not outcomes.
Whereas, evaluation is focused to different aspects of program performance –
assess holistically, the achievement of Outcome & Impact.
the project objectives, project
outcomes, project intended benefits
set for various stakeholders.

The Sustainable Development Goals (SDG) announced in 2015 by United Nations

(UN), has become a major focus by the Global community that identifies three core

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 Moving towards ‘e-Gov Assessment Learning Lab’ (e-GALab) Approach

objectives for human development – economic growth, social inclusion and

environmental sustainability. These SDGs are considered to be the global drivers for
balanced communal growth; It is crucial today for the political and policy levels to
illustrate the use of ICT in the State to address these 17 SDGs – ranging from poverty
elimination, ending hunger and malnutrition, health and well-being, education, gender
equality, water and sanitation, energy, growth, resilient infrastructure, inequality
reduction, sustainable production and consumption, urbanisation and habitat, climate
change, life on land, life below water, peace and justice and global partnerships
(Figure 1). At the state level the 17 SDG and 169 defined targets can be considered as
critical indicators for assessing the state development. These are important areas that
require urgent and extensive attention at present and in the future. Digital India
initiatives at the national and state level has a critical role in the achievement of
SDGs, for which the States have made significant progress that directly impacts the
lives of our citizens in urban and rural geographies.

Figure 1: Sustainable Development Goals (SDGs)

The objective is to harness the potential of ICTs to achieve the agenda for Sustainable
Development. It is recognized with satisfaction that there have been remarkable
investments in building ICT infrastructure to lay the backbone to increase
connectivity, creation and innovations which has created new tools to drive poverty
eradication for economic, social and environmental betterment.

At a juncture when various ICT and e-Governance initiatives are being planned and
implemented by various government agencies, it is crucial to integrate ICTs into their
approaches to implementing the goals. The customised assessment techniques can
give a good understanding of the progress and help the state government to take due-
course of action to integrate such initiative to meet the common goals.

15
 Digital Empowerment - A cornerstone for eGovernance

INITIATIVES TAKEN BY GOVERNMENT IN THIS DIRECTION

In the past, Ministry of Electronics & Information Technology
(MeitY), Govt. of India initiated assessment of select projects
with the help of third party (IIM Ahmedabad and other Research)
agencies. The Assessment Framework primarily focused on some Project
broad parameters, e.g. assessing impact on outreach, cost of Assessment
accessing services, quality of services and overall governance. In is a means to
2007-08, three national level projects (MCA21, Passport and measure
Income Tax and three state-level projects (Land Records, how well we
Property Registration & Transport) were assessed. The studies are achieving
our
included both the control and the treatment groups i.e. the users
outcomes.
who have experienced manual system and users who have
They help us
experienced the computerised system. know
whether
Subsequent round of assessment during 2009-10, was carried out things are
for mature projects which have been delivering citizen services changing in
for 1-2 years. This included JnNURM e-Governance Reforms, & the way we
Computerization of Commercial Taxes. Apart from these, e- intended.
District project was also assessed for baseline with the purpose to
understand existing status of G2C Service delivery, understand
reasons for the variation in impact as well as reasons for their
success/failure, sustainability, potential for replication, etc.

At the State government levels there has not been a visible formal process on this
front to assess project outcomes or map as enabling initiatives for achieving the
Sustainable Development Goals. At the same time many states and individual
agencies have attempted to put in stakeholder feedback processes. These processes
have not illustrated achievement of the relevant project outcomes or the enabling
initiatives for sustainability of the project. Moreover, most of the state governments
and the agencies have not been able to look at this as a tremendous learning
opportunity and to align the respective initiatives with the State and National
development agenda.

There are many assessment frameworks available as reference models as a starting

point. It is crucial to move to holistic assessment that not only looks at outcomes of
all stakeholders, but in addition looks at the enablers that make the projects
sustainable. One of the frameworks that focuses on the overall Outcomes and
Enablers is referred below (Figure 2).

The framework focuses on the expected outcomes/results from the project and its
various enablers to deliver the said outcomes. The enablers also bring focus on the
sustainability of these e-governance projects.

16
 Moving towards ‘e-Gov Assessment Learning Lab’ (e-GALab) Approach

Figure 2: Result-Enabler Assessment Frameowork

Keeping the SDGs as the core set of impact areas, the State can explore
three kinds of assessment for e-Governance projects:
One is the environment at the State level;
Second is evaluating the performance of an e-governance programme or
project at State and Department level;
Third is the overall impact of e-Governance on general government
functioning, economic development and electronic service delivery to citizens,
at the State level.

PROPOSITION
It would be prudent to scale up these efforts to have an integrated perspective for all
the State e-Governance projects, covering macro to micro issues. The departments
can be assessed on a scorecard, enabling the state to focus on identified
improvements. This can become a periodical exercise (depending on the context of
project) for the state, thereby also creating a sense of competitiveness amongst
government agencies. Along with this, individual project assessment shall help to
understand the successes and failures to further improve these initiatives in the state.
An “e-Governance Assessment Learning Lab-eGAL Lab” may be established within
one of the state designated agency. A collaborative model can be explored which
would involve the state management and technology academic institutions to leverage
the individuals from research, management and technology background for on ground
execution.

17
 Digital Empowerment - A cornerstone for eGovernance

The e-GAL Lab will establish a core nucleus for program management and leverage
the relevant academic and professional expertise with the present resources available
with the states. Such collaboration will enable developing the requisite awareness, e-
Governance capacities amongst the key constituents from these academic institutions.
This would require standardization of a comprehensive framework, tools and
assessment instruments.

Key objectives of the State e-Governance Assessment Learning Lab (e-GAL) are
listed below, however not limited to:
1. To map e-Governance/ICT initiatives as direct/ in-direct enablers as the State
efforts to achieve the Sustainable Development Goals.
2. To assess the impact and efficiency of e-governance projects
3. To assess the sustainability of such initiatives.
4. To build the trust and confidence of stakeholders in the overall ecosystem.
5. To identify successful projects for replication, customization and scaling up.
6. To highlight outcome based e-Governance implementations
7. To provide insights so that funds deployed provide commensurate value.
8. To provide guidelines for mid-term corrections for project under
implementation or roll-out.
9. To create a bench mark and learning for future projects
10. To provide key performance indicators from successful and failed projects
11. To provide guidelines for shaping future e-Governance projects
12. To provide a reference list of outcome and evaluation indicators and
descriptors for use at the time of designing project outcomes
13. To provide assessment model, SWOT Analysis, Strategic Road Maps that can
be used for interim and post-implementation
14. To provide an periodical/ timely online assessment tool for the project teams
15. To provide an opportunity of on-going self-assessment by project owners and
mid-course corrections
16. To provide repository of reference benchmarks over a period of time for
similar sectors or components of e-Governance projects
17. To provide teaching case studies for capacity building training programs
18. To develop other formats of learning content e.g. video and audio learning
19. To provide evidence based best practices across sectors or nature of projects

E-GALAB POTENTIAL DELIVERABLES

Some of the specific deliverables for the e-GALab may include the following:
1. Develop institutional partnerships with state academia and industry.
2. Develop e-Governance maturity framework and an assessment frameworks
aligning to the SDGs and other areas.
3. Facilitate with global best practices and standards.
4. Encouraging innovation and multi-enterprise collaboration
5. Develop assessment indicators at State, Department and project level.
6. Develop required survey related tools and instruments.
7. Pilot the assessment framework.
8. Develop a structuredonline assessment tool.

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 Moving towards ‘e-Gov Assessment Learning Lab’ (e-GALab) Approach

9. Conduct project assessment for selected projects.

10. Document the assessment reports for the projects.
11. Training to departments for effective and agile execution
12. Institutionalise capacity building on conducting assessment in future.
13. Provide on-going support for a specific duration, as required by the state.
14. Develop and update content for training and learning programs.
15. Design and conduct required learning workshops for state officials.
16. Develop a feedback mechanism for assessment framework and learning
workshops.

Over a period of time such Labs could become the hub for collating and
dissemination of related knowledge, research, learning and a source for stakeholder
engagement leading towards these transformational initiatives. It would also be a
national resource library related to e-governance domain. Business models to setup
such Labs depend on the existing institutional structures and collaborations of the
government with academia and industry, and require detailed brainstorming.
However, keeping in mind the enormous e-governance initiatives across the country,
we need to understand the actual impact and sustainability of these initiatives, and in
turn bring the learning into our various e-governance capacity building initiatives.

Dr Piyush Gupta e-Governance Evangelist (Advisor, Consultant & Trainer).

[email protected]. +91 70421-74466

19
 Section – II
State Initiatives
 Rajasthan State
Government of Rajasthan

Akhil Arora, Deepshika Saxena and Manu Shukla

State Summary
We, with the vision of Good Governance - “SuRaaj”, are highly committed to provide
efficient, reliable and transparent government to residents and industry sector in
Rajasthan. Rajasthan is aggressively moving on the path of being the IT Hub of India
– ensuring an environment which is dynamic, supportive and reliable for
development of IT as a sector. Information and communication technology (ICT) has
profoundly changed almost all aspects of society. It is now central to how people
communicate, interact, make decisions and do business. This includes the way
governments operate and deliver services.

When service delivery now becoming a priority for states across India, Rajasthan is
already a ground breaker ensuring service delivery with more than 35000 nodes of
eMitra, extending the reach of Government till practically every doorstep of
Rajasthan. With over 3 Crore enrolments and more than 1 Crore transactions already
held, Bhamashah Yojana has brought Rajasthan to the forefront of Financial
Inclusion and Women Empowerment, leveraging ICT to its best for centralized direct
benefits transfer and centralized resident data hub. Rajasthan has shown and ensured -
that the dream of financial inclusion envisioned by Hon’ble Prime Minister Narendra
Modi Ji is implemented to its best. We have the best in class infrastructure for video
conferencing till every Panchayat Samiti in Rajasthan, making us a pioneer in this
field as well and ensuring that reaching out to the Government is free from
Geographical boundaries and distances.

Rajasthan Sampark has proved to be a trailblazer in the field of end to end monitoring
and grievance redressal for each resident, ensuring time-bound and effective service
from the government to everyone. Initiatives like RajNET, RajSWAN, Raj Sewa
Dwaar and RSDC have ensured creating a strong IT backbone of Rajasthan. Raj
Dharaa has ensured making us the first state to have its own integrated GIS platform
– ensuring a highly futuristic Decision Support System for state. With Raj eVault, Raj
eSign, iFacts, Raj eOffice, Single Sign On, eSanchaar and many more, Rajasthan has
proved to be a trendsetter clearing our intentions to be the next hub of Information
Technology in India. We are moving aggressively towards making Rajasthan the
dream destination of IT investment and promotion in India and SAARC.

Few Important Glimpses

Only state with:
 fully implemented Service Oriented Architecture and eGov Framework
 integrated Resident Data Hub and DBT Engine
 fully implemented ePDS system with more than 300000 transactions per day
through more than 26000 ration shops

23
 Digital Empowerment - A cornerstone for eGovernance

 integrated and centralized, fully implemented health insurance scheme –

Bhamashah
 integrated sector portals for ease of access
 integrated communication platform covering email, SMS, IVRS, GIS –
eSanchaar and iFacts
 implemented Video Conferencing facility till GP level
 intelligent Service Delivery Gateway, with more than 500000 transactions per
day – Raj Sewa Dwaar
 implemented Single Sign On for all applications
 Geo Spatial Data Infrastructure and GIS based Decision Support System
 Service integrated Raj eVault complementing Digital Locker, with more than
2 Crore active account for all residents
 implemented in house eSignature system
 State master centralized data hub
 in house mobile app development center with more than 28 running apps
 implemented NOFN pilot
 complete local language support for all applications

Deployment Plan v/s Utilization of SeMT and SPV in Rajasthan

 With a total strength of 13 members, SeMT objectives are well defined in
Rajasthan – which are as follows:
 Undertake computerisation till the last mile offices to ensure electronic
delivery of high volume citizen centric services at the district level.
 Efficient delivery of services with improved service levels by undertaking
extensive Business Process Re-engineering (BPR) of identified services.
 Extensive capacity building and training of field level functionaries to ensure
smooth migration to electronic delivery of e-district services and phasing out
manual delivery of services.
 Delivery of services through eMitra/CSCs by leveraging the common
infrastructure of RajNET, SWAN, SDC, and Rajasthan Service Delivery
Gateway Raj Sewa Dwaar.
 Development of applications to be hosted at the SDCs for delivery of services.
 Delivery of all public services at district/ sub district level in electronic form
through state portals by using the Rajasthan Service Delivery Gateway Raj
Sewa Dwaar.
 Providing easy, anywhere and anytime access to government services (both
information & transactional) to ensure reliability, efficiency, transparency and
accountability.
 Reducing number of visits of citizens to a government office / department for
availing the services and thereby eliminating harassment.
 Reducing administrative burden and service fulfilment time and costs for the
government, citizens & businesses.
 Reducing direct interaction of citizen with the government and encourage ‘e’-
interaction and efficient communication through portal.
 Enhancing perception & image of the Government and its constituent
Departments.

24
 Rajasthan State

In addition, it is an innovation in itself that for any ICT project over the value of INR
25 Lacs to be implemented in Rajasthan, an approval from the State eGovernance
Mission Team under the chairmanship of Secretary, IT&C is required. The current
strength of SeMT in Rajasthan from NISG/NeGD is 8 members who are fully utilized
with multiple state/central projects. The SeMT has also been provided with State IT
designations, ensuring better coordination with state officials.

Awareness and Communication - Status

 State level agencies in place for Awareness and Communication
 10,000+ activities done in past 6 months
 Awareness through video walls, vans, IVR, SMS, email implemented
 Social Media Unit in place
 Communication and Placement Unit in place
 Every project has mandatory Awareness and Communication

Integration with District, Panchayat, Municipalities and Blocks

 Connectivity upto 1 mbps already provided till GP Level
 More than 35000 Service Delivery centers across the state
 The entire infrastructure as well as platforms till are integrated the village
level, with complete backend automation

Integrated Grievance Redressal

Only state with integrated grievance redressal platform, with call centre, SMS, email,
IVRS and app based mechanism available providing time bound redressal

Status of SWAN
SWAN in Rajasthan is integrated with RajNET, mandated to provide connectivity till
GP level in the state.
Vertical Segment – 273 POPs
Horizontal Segment – 4363 Offices

AADHAAR Integration
All applications, including SSO, are AADHAAR enabled, and it is ensured that the
user is duly incentivized if AADHAAR is used by her/him for a service.

Status of RSDC
 Established in 2002, first Government Data Centre in the country
 More than 500 websites/portals/applications hosted
 More than 500000 transactions on daily basis
 More than 3000 sq ft in area, 43 Racks, 200+ servers, 1 gbps connectivity, 700
TB SAN
 Expanded to a large scale with State of the art international standards and
technology
 One of the only Green and Eco Sensitive Government Data Centres in India,
getting mapped with Tier 4 Standards
 Status of eDistrict/eMitra/CSC

25
 Digital Empowerment - A cornerstone for eGovernance

 More than 35000 centres

 First state to be VGF free, all centers self-sustainable
 More than 290 services
 More than 300000 transactions per day

Rajasthan eGovernance and IT/ITeS Policy 2015

The vision of Rajasthan eGovernance and IT/ITeS Policy 2015 is to achieve Good
Governance and facilitate inclusive growth, harnessing ICT and evolving
eGovernance with improvement in delivery of services, bridging the digital divide
and evolving Digital Rajasthan. We are creating IT standards and benchmarks on
three pillars – Confidentiality, Integrity and Availability.

Rajasthan takes a holistic view of eGovernance initiatives across the state and
departments, integrating them into a collective vision and a shared cause. Around this
idea, a magnanimous state wide infrastructure reaching down to the remotest of
villages is evolving, and large-scale eGovernance initiatives are taking place to
enable easy, reliable access of people to the Government the eWay.

Mission
 Establishing complete participatory & transparent open Governance and
Citizen Centric IT and e-Governance for the residents of Rajasthan
 Branding Rajasthan on the IT Landscape
 Establishing 7 Smart Cities in Rajasthan by 2020
 Positioning Rajasthan as Best IT Investment Destination
 Positioning and Branding Jaipur as IT, ITeS and R&D Hub in North and West
India
 Improvement in the environment for IT Industry in Rajasthan.
 Boosting adoption of Information Technology to bridge the digital divide and
creating knowledge based society in Rajasthan.
 Tapping the growth potential of Electronics System Design & Manufacturing
industry to the optimum.

Objectives
 Implementation of Rajasthan IT Incubation Plan with establishment of
Rajasthan Skills Registry and achievement of up to 10,00,000 direct
employable professionals in the ICT sector by 2020.
 Development of at least 3,000 technology start-ups in the state by 2020 and
establishment of Rajasthan Venture Capital Fund with specific capital for
development of IT/ITeS/ESDM start-ups in Rajasthan.
 Increase in the current investment in IT/ITeS sector by 10 times
 Increase in the IT turnover to INR 80,000 crores.
 Increase in IT exports from the State to INR 8000 crores.
 Focus on development of Financial Services, Mobile Applications, and
Animation, 3D, Gaming & Digital Entertainment, R&D and ESDM sectors
and promotion of Open Source Technologies in Rajasthan.

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 Rajasthan State

 Improvement in delivery of public services by leveraging e-Governance and

m-Governance to achieve Efficiency, Effectiveness, Economy, Transparency,
Accountability and Reliability in service delivery across all departments and
functions and Re-engineer the Government business practices and rules to
ensure hassle free service delivery.
 Establishment of end to end Rajasthan State Resident Data Hub and ensuring
complete Service Delivery under the aegis of Government of Rajasthan in an
automated manner
 Ensuring requisite connectivity to all Government offices up to Panchayat
level by 2016
 Supporting entrepreneurs to establish and grow in various verticals of the IT
industry by providing incentives and support.
 Making two individuals (at least one female) in every household e-literate so
as to bridge the digital divide.
 Enhancement in digital literacy and increase employability of youth by
strengthening of the IT curriculum and infrastructure of educational
institutions and promoting the use of IT.
 Rise in awareness among the school and college children and society as a
whole regarding environmentally sound e-Waste management and take steps
for its proper disposal.
 Implementation of a uniform website policy for Rajasthan Government with
emphasis on user-friendliness of the interface for all inclusive percolation of
the benefits of the IT.
 Encouragement to research & development and innovation in product design,
testing, calibration and production in Electronics System Design &
Manufacturing industry for tapping the potential in the IT hardware and the
electronics industry.
 Have the best in class ICT and allied infrastructure thereby ushering efficient
and effective developments within the government and in the sector as such.

Key aspects of the State’s e-Governance / Digital India Road Map

Rajasthan has proved to be the trendsetter in eGovernance initiatives, ensuring the
maximum ease to residents till the last mile in connecting with the Government as
well as getting benefits at their doorstep. We are the first state in the country to have
implemented an integrated and unified eGovernance Framework, ensuring a world
class coherent environment of integrated platforms – maximizing utilization and
minimizing investment for betterment of eGovernance initiatives in the state. We are
committed to translating our vision into reality, utilizing initiatives like Digital India,
Smart City, Smart Grids etc. along with the finer points of Governance - citizen
centricity, service orientation and transparency. JDA Smart City project and
Rajasthan Smart Grid shall prove to be steps forward ensuring a Smarter Jaipur and a
dual impact of improved productivity in transmission network leveraging the same
infrastructure for broadband network required for delivering e-services, saving huge
costs. Rajasthan eGovernance and ICT Policy 2014 envisages promoting citizen
access to ICTs for encouraging their participation in e-governance. The Policy is for
the people, by the people.

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 Digital Empowerment - A cornerstone for eGovernance

ICT Shared Infrastructure

The state has got integrated infrastructure developed at the state level through five
data centers which are in place. The state data center covers more than 1000 racks. It
has a sitting capacity of more than 7PB of storage and a real time transaction strength
of applications being 278 in number churning out more than 15 Lac transactions a
day. The infrastructure is now expanded across all the districts upto the gram
Panchayat level through Raj Net. Raj Net has ensured that capacity of internet
connectivity available till every gram Panchayat is upto 1MB/S. The implementation
of SWAN has been done across the state of Rajasthan and is in full swing. SWAN
was implemented around two years ago. RajNet has taken it forward and which has
ensured that the network connectivity is expanded till gram Panchayat level. The state
is also currently under the implementation of state wide implementation of WiFi too
which is going to be having in addition to the current RajNet connectivity which
provides WiFi now having every nook and corner of the state converted into WiFi.

SDC
The Rajasthan State Data Center has already told there is more than 1000 racks. A
New data center is also coming up with the state of Rajasthan which is going to be the
biggest Data Center in the country, owned operated controlled and maintained by the
government. It is going to be the only TIER 4 and the only Green Data center of the
country as well managed by the government. In addition to that, there is a full blown
disaster recovery center which is implemented and running out of New Delhi. The
Second disaster recovery center is currently coming up in Jodhpur.

CSC
Known as E-Mitra in the state of Rajasthan, we have the biggest service delivery
platform in the country in terms of the number of transactions, the number of kiosks
and the number of self-operated maintained center, which means One if I talk of the
number of transactions there are more than 5 Lac to 10 Lac transactions happening
each day. Talking of the number of centers altogether, we have more than 50,000
Centers running in Rajasthan right now which contribute to the overall vision of
honorable chief minister under digital India program being 2 Lac 50 000 such centers
to be established till 2020, we even now have got more than 50000 centers which
means we are more than 1/5th of the entire country altogether. In addition to it, the
interesting part in here is that we are the only state IN THE country which is VGA
free. There is no viability gap funding which is to be given to any of these kiosks to
run. We do not provide even one Single Rupee to tehm. They are fully self
sustainable. They are entrepreneurs in themselves. In terms of the number of services
as well, we are the biggest because we give across 300+ services.

Other Delivery Channels

We are 100% service oriented architecture state. We have a full blown implemented
middleware. We are the only open data open standards open services and open
platform state. Everything is given out to the public so that they can utilize it
themselves. The middleware churns out approximately 20 Lac transactions a day and
it is a fully secure environment. In addition to it, we have got more than 60 mobile

28
 Rajasthan State

applications which are running we are the biggest m-Governance state of the country.
Focus on the last mile connectivity, we are the only state in the country which has
ensured that without having optic fibre connectivity to be levied we have already
provided internet connectivity of upto 1MB/S till every gram Panchayat of Rajasthan.

Status of e-Governance initiatives implemented – Central and State data

pertaining to last One year
 Establishment of High Speed Wi Fi Hotspot at 515 locations across Rajasthan
 Development and implementation of new Rajasthan eGovernance and IT/ITeS
Policy 2015
 Addition of IT, ITeS, ESDM and Robotics as priority sector by the
Government
 Enrolment of more than 4.40 Crore residents under AADHAAR out of total 6
Crore
 Establishment of Rajasthan Samprk – The only integrated and unified
Grievance Redressal Platform in India – with grievance redressal facility
through online portal, Call Center and Rajasthan Sampark Centers across
Rajasthan
 Integration of Jan Sunwai and CM travel module with Rajasthan Sampark
 Establishment of Rajasthan VC platform for Video Conferencing facility till
Block level
 Establishment of Integrated Rajasthan GIS platform, with embedded GIS
based Decision Support System
 Establishment of Integrated Citizen Contact Centre, with integrated helpline
number for all applications
 Initiation of service delivery through mobile
 Establishment of Digitally Signed Certificates
 Establishment of RajNET to provide connectivity to every GP and installation
of IP Phones at each location.
 Mandatory eProcurement for all procurement above 25 Lacs.
 eProcurement for more than 105 department and procurement worth INR
41629.51 Crores done through the platform
 Implementation of Raj eVault, with more than 2 Crore Raj eVault accounts
 Implementation of Rajasthan eGovernance Architecture and eGovernance
Framework
 Mandatory electronic service delivery through one platform for all government
services
 fully implemented ePDS system with more than 300000 transactions per day
through more than 26000 ration shops
 integrated and centralized, fully implemented health insurance scheme –
Bhamashah
 integrated sector portals for ease of access
 integrated communication platform covering email, SMS, IVRS, GIS –
eSanchaar and iFacts
 implemented Video Conferencing facility till GP level
 intelligent Service Delivery Gateway, with more than 500000 transactions per
day – Raj Sewa Dwaar

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 Digital Empowerment - A cornerstone for eGovernance

 Connectivity upto 1 mbps already provided till GP evel

 More than 35000 centres of service delivery, First state to be VGF free, all
centers self sustainable
 More than 290 services
 More than 300000 transactions per day
 The entire infrastructure as well as platforms till are integrated the village
level, with complete backend automation
 fully implemented Service Oriented Architecture and eGov Framework
 integrated Resident Data Hub and DBT Engine
 Direct Benefits Transfer worth more than 3000 Crores
 Direct Pensions disbursement to more than 55 Lac Beneficiaries
 Implementation of Crowdsourcing platform
 End to end GPS Monitoring and Biometric Attendance mechanism
implementation
 Development of Sector portals
 Disposal of more than 7,50,000 grievances on Rajasthan Sampark
 Registration of more than 4,00,00,000 residents on Bhamashah platform

State level Institutional partnerships (International and National) to support

and drive the Transformation journey
Rajasthan has always believed in partnering with the best external support to ensure
success of each project implemented by the government. Government of Rajasthan
has partnered with:
1. TiE: TiE is a non-profit, global community welcoming entrepreneurs from all
over the world. They believe in the power of ideas to change the face of
entrepreneurship and growing business through our five pillars; mentoring,
networking, education, incubating and funding.
2. FICCI: FICCI is the largest and oldest apex business organisation in India.
FICCI is the voice of India's business and industry. From influencing policy to
encouraging debate, engaging with policy makers and civil society, FICCI
articulates the views and concerns of industry.
3. CII: The Confederation of Indian Industry (CII) works to create and sustain an
environment conducive to the development of India, partnering industry,
Government, and civil society, through advisory and consultative processes.
4. NASSCOM: NASSCOM’s relentless pursuit has been to constantly support
the IT BPM industry, in the latter’s continued journey towards seeking trust
and respect from varied stakeholders, even as it reorients itself time and again
to remain innovative, without ever losing its humane and friendly touch.
5. Swaniti Initiative: Swaniti Initiative delivers development solutions to over 90
Parliamentarians across states and party lines on issues of health, education,
gender and livelihood.
6. KPMG: This service delivery platform helps provide value-added services to
clients. The firm serves leading information technology companies and has a
strong presence in the financial services sector in India while serving a number
of market leaders in other industry segments.

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 Rajasthan State

7. Shapoorji Pallonji Group: It is an Indian business conglomerate in India with

interests in construction, real estate, textiles, engineering goods, home
appliances, shipping, publications, power, and biotechnology.
8. FORBES: It is a global media company, focusing on business, investing,
technology, entrepreneurship, leadership, and lifestyle.

Good Practices that the State has adopted from elsewhere in its Digital
Transformation journey
Rajasthan has always strived towards achieving public welfare by adopting the latest
technology, best practices, innovative ways and stringent implementation. To achieve
this digital transformation, Government of Rajasthan has adopted following practices
from various nations:
USA: Integrated grievance redressal system from USA government which is adopted
in Rajasthan Sampark – an Integrated portal with grievance redressal workflow.
USA: Connect to the leader from government of USA. Rajasthan has taken this to
another level by implementing largest VC system in the country, that connects all
district and block level offices. Along with this, Rajasthan has also launched an app
of the Hon’ble Chief Minister – “Vasundhara Raje App”. The same has been adopted
by Central Government in “Mann Ki Baat”.
Singapore: Integrated health records from government of Singapore. The government
has adopted this good practice and created an Integrated health records portal for
every citizen of Rajasthan.
Estonia: Government of Rajasthan has adopted service oriented architecture of the
Estonia and has implemented this is most of its projects, ensuring best service
delivery till the last mile.

RESULTS INDICATOR
Focus Area: Poverty Reduction & Inclusiveness*
a. Name or Title of ICT Intervention Bhamashah Yojana
b. Target Coverage (Demographics – Entire state of Rajasthan, with all its
Rural / Urban, Women, Youth, citizens, special emphasis on women
Population) of Rajasthan
c. Progress achieved 80% progress achieved with forecast
( % covered / any measures vis a to achieve the target before deadline.
st
vis targets) as of 31 Mar 17
d. Outcomes in relation to area of  Comprehensive family/resident
focus profile, including entitlements
pertaining to all the departmental
schemes
Focus Area: Poverty Reduction & Inclusiveness*
 To be mandatorily used by all
departments for deciding
entitlements

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 Digital Empowerment - A cornerstone for eGovernance

 Unique ID for both family and

individual; lady of the house as
‘Head of the Family’
 All cash and non-cash benefits for
a family available at one place
 Built in DBT engine, configurable
for any new service
 Financial inclusion and banking
service near the doorsteps of the
residents
a. Name or Title of ICT Intervention E-Mitra
b. Target Coverage (Demographics – Entire state of Rajasthan, with all its
Rural / Urban, Women, Youth, citizens
Population)
c. Progress achieved 70% progress achieved with forecast
( % covered / any measures vis a to achieve the target before deadline.
vis targets) as of 31st Mar 17
d. Outcomes in relation to area of  Provide a wide range of services
focus of various government & private
organisations in a citizen-friendly
manner under one roof, so that
citizens
o can overcome the
inconvenience faced in
moving around various offices
o Empower women by
providing them business
opportunities
o Generate employment
opportunities for people till
the grassroot level
*Repeat additional tables as may be required for each intervention

Focus Area: Food Security and Production*

a. Name or Title of ICT Intervention ePDS (Annapurna Bhandar)
b. Target Coverage (Demographics Entire state of Rajasthan, with all its
– Rural / Urban, Women, Youth, citizens
Population)
c. Progress achieved 50% progress achieved with forecast to
( % covered / any measures vis a achieve the target before deadline.
vis targets) as of 31st Mar 17
Focus Area: Food Security and Production*
d. Outcomes in relation to area of  Delivery through lightweight hand
focus held Point of Sale (PoS) devices,
using GPRS connectivity, at all fair
price shop (around 26,500 in
numbers)

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 Rajasthan State

 Identification/validation of the
beneficiary through Aadhaar
biometric
 Complete stopping/avoiding proxy
withdrawals and addressing
diversions & leakages
 PoS can be used for other
departmental interfaces as well
*Repeat additional tables as may be required for each intervention

Focus Area: Health and Well being*

a. Name or Title of ICT Bhamashah Health Insurance Scheme
Intervention
b. Target Coverage one crore families which fall under National
(Demographics – Food Security Scheme (NFSS) and National
Rural/Urban, Women, Health Insurance Scheme category
Youth, Population)
c. Progress achieved 70% progress achieved with forecast to achieve
( % covered / any measures the target before deadline.
vis a vis targets) as of 31st
Mar 17
d. Outcomes in relation to  Web-based application for implementation
area of focus of Health Insurance Scheme including
processing claim and payment for the
insurance
 Single platform to facilitate implementation
of Health Insurance Scheme under the broad
umbrella of Bhamashah Yojana, having
authentication with UIDAI and Bhamasha
card/number
 Integrated with important applications across
the State like: (i) Bhamashah Database Hub
(ii) UIDAI Database Hub (iii) Arogya
Online (iv) eAushadhi and (v) eMitra
 Increased efficiency and effectiveness of the
scheme with transparency and reduced
complexity with 24x7 availability of the
system to the patients for filing claim
*Repeat additional tables as may be required for each intervention
Focus Area: Water & Sanitation*
a. Name or Title of ICT Intervention Mukhyamantri Jal Swavlamban
Abhiyan (MJSA)
b. Target Coverage (Demographics Entire state of Rajasthan, with all its
– Rural/Urban, Women, Youth, citizens
Population)

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 Digital Empowerment - A cornerstone for eGovernance

c. Progress achieved 60% progress achieved with forecast to

( % covered / any measures vis a achieve the target before deadline.
vis targets) as of 31st Mar 17
d. Outcomes in relation to area of  Making village self-sufficient in
focus water & creating “Islands of
Excellence”
 Mukhya Mantri Jal Swavlamban
Abhiyan is a four year program, each
phase of one year
 This programme is launched across
295 Blocks of 33 districts in
Rajasthan
 People’s participation also invited in
this abhiyan
 Mobilizing financial resources from
multiple sources like Line
Departments, NGO, Corporate
houses, Religious Trusts, Nonresident
villagers, Social groups etc.
 Massive Use of technology in this
program
 Construction of low cost water
harvesting structure
*Repeat additional tables as may be required for each intervention

Focus Area: Energy for Development*

a. Name or Title of ICT Intervention eSanchar and iFact
b. Target Coverage (Demographics Entire state of Rajasthan, with all its
– Rural/Urban, Women, Youth, citizens
Population)
c. Progress achieved 70% progress achieved with forecast to
( % covered / any measures vis a achieve the target before deadline.
vis targets) as of 31st Mar 17
d. Outcomes in relation to area of  eSanchar can be linked with any
focus departmental application for sending
event based notifications to
applicants/beneficiaries as well as
officials
Focus Area: Energy for Development*
 iFact can be used by any department
through Rajasthan Sampark as well as
departmental application for Reality
Check
*Repeat additional tables as may be required for each intervention

34
 Rajasthan State

Focus Area: Make Cities Safe, Resilient and Sustainable*

a. Name or Title of ICT Intervention Abhay Command Center
b. Target Coverage (Demographics 12 major districts of Rajasthan and its
– Rural/Urban, Women, Youth, citizens
Population)
c. Progress achieved 20% as the project has just been initiated
( % covered / any measures vis a
vis targets) as of 31st Mar 17
d. Outcomes in relation to area of  Obtaining quality video stream day in
focus and day out through high definition
fixed and PTZ IP
 IP based network infrastructure for live
transferring of video feed
 1000 cameras in Jaipur & 800 cameras
in remaining six cities are employed
 Round the clock availability of network
surveillance and technical support staff
*Repeat additional tables as may be required for each intervention

ENABLER INDICATORS
Government Process Re-engineering
Government of Rajasthan always quest towards streamlining its projects to ensure
ease to all stakeholders - fellow departments as well as citizens and other users. For
the same, the department has implemented e-governance in (Project name) as the
frequency of this process is very high, to the tune of several lakhs per year, and is
increasing day by day. By integrating information technology, the project has
enhanced operational efficiency in administration and service delivery. Along with
this, re-engineering of this process has also implemented a transparent module which
enables complete accountability to citizens as well as department stakeholders,
standing true on all the key elements of good governance.

Capacity Building
Rajasthan has implemented an integrated scheme of capacity building and as per a
policy decision it has been decided that every project is going to be having a specific
component of IEC as well as capacity and capability building. It was ensured under
the concept of “Suraaj” that is good governance that every e-governance initiative is
first implemented at the village level, that is called Last Mile, but Rajasthan
considered it to be the First Mile. As the Chief Minister believes reaching the key
beneficiaries first, which are at the village level. The project is then implemented at
Gram Panchayat level and subsequently to districts covering the complete state. The
project’s capacity building plan is enhanced every six months and is validated
through internal evaluation, dipstick surveys as well as external third party checks , to
ensure whether the capacity, capability and IEC activities have been enough or not.
Also, the implementation done by the government is properly utilised by the
beneficiaries or not.

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 Digital Empowerment - A cornerstone for eGovernance

Change Management in terms of Leadership Support

Rajasthan has been very specific about ensuring that Change management is done for
every single initiative and it is dully recognised that people and stakeholders are made
equal participants to the project. Which means any stakeholder who is having an
impact or is impacted by the project is enjoined upon on the journey of final decision
making in regards to implementation of the project. External and internal experts are
hired for the process of change management to be hand in hand with technological
implementation of every project.

Technology and Innovation

For every project implemented by the state, the Government of Rajasthan has always
guaranteed having the best of the class infrastructure and advanced technologies to be
made available. Rajasthan has the biggest Big Data Cluster in the country as well as
the biggest cluster for IBM pure app solutions and Oracle echo data, making the state
a Tier Three data centre of the country. We have more than 4000 servers running out
of the State data centre with the total capacity of 7 petabytes over which the entire set
of applications and storages run. It is ensured that for every project the best set of
technology is obtained for implementation of a project, wherein the Department of IT
and Communications or an external Technical committee decides upon what
technology is going to be used. It is a mandatory state policy to get any project more
than 25 lac to be approved by the State E-governance mission team head by Principal
Secretary of IT Department.

Cloud Computing
 All applications on service oriented architecture
 Business intelligence and data analytic platform for advance analysis and
fraud framework
 All applications and platforms available on SaaS and PaaS basis through the
state middleware, called Raj Sewa Dwaar

Mobile Technologies
 The state has its own in house Mobile App Development Center
 Established platform for mobile application development, deployment and
management
 Departments can use development stack for development of mobile apps
responsive on all OS
 Department can consider development through Development Centre also
 More than 28 apps including transactional and realtime apps available on all
leading mobile platforms

Use of Data Analytics

 Business intelligence and data analytic platform for advance analysis and
fraud framework
 Departments can store unstructured data (sound, images, videos, etc.) in Big
Data cluster at DoIT & C

36
 Rajasthan State

 Departments can plug in their data sets for analysis and related graphical
presentation
 Intelligent Middleware Enterprise Service Bus of Rajasthan, ensuring easy,
secure and transparent access of all Software Services in a centralised manner
 In line with the Rajasthan eGovernance Architecture, ensuring access to all
web services/APIs in a centralised fashion
 No need of P2P connectivity between applications or multiple sharing of web
services/APIs
 Centralised monitoring, rationing of services, integrated plans combining
bouquet of services with transaction/frequency control
 Centralised monitoring of all transactions in an integrated environment
 Language constraint free service sharing, i.e. any-to-any service type
integration – JSON, REST, APIs, XML WSDL, etc.
 Centralised API store for Rajasthan. All services shall be available for usage
by government departments, external developers/agencies/ organisations
through this ESB platform in form of APIs/web services.

Use of Social Media

Rajasthan happens to be the most progressive state in the field of Social Media. Our
Hon’ble Chief Minister Smt. Vasundhara Raje is the most followed Chief Minister on
Facebook and Twitter with the following of more than 80 lakhs. For every IEC,
Change Management and Skill Building, social media is considered as important a
platform as print or electronic media by the government. Due to social media’s reach
till the last mile, it is judiciously used for promotion of the scheme, as well as to
enhance user experience.
 All G2C platforms are available on social media
 Dedicated social media team is available with DoIT&C and CMO
 Detailed analytics are run on all social media and web platforms

Prominent government pages;

CMO: Following of more than 7Lac
GOR: Following of more than 5Lac
Vasundhara Raje App: More than 50,000 users
Scheme Pages: Total of 2.5Lac followers on Government scheme pages.

Green Computing & e-Waste Management

All Departments/ Companies/ Corporations/ Institutions/ Organizations/ Bodies must
ensure that there are proper procedures in place for the condemnation and disposal of
IT equipment that is unserviceable or is no longer required. This policy is applicable
to the following departments and bodies:
 All Government Departments under the aegis of Government of Rajasthan
 All Companies/ Corporations/ Autonomous Bodies/ Local Bodies under the
aegis of Government of Rajasthan
 All PSUs under the aegis of Government of Rajasthan

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 Digital Empowerment - A cornerstone for eGovernance

There is clear definition of IT Equipment, covering Hardware, Software and other

peripheral items with clear demarcation for e-Waste Management. For all
condemnation cases, the concerned department forms a committee comprising of
minimum 3 members, one of which is from the finance/accounts department and one
member is a representative of DoIT&C in the department. If in case there is no
member of DoIT&C in the concerned office, the matter shall first be escalated to the
HO of the concerned department and if not resolved, then to the DoIT&C.

The ICT Products/Equipment can be condemned on following grounds:

 Technically obsolete
 Beyond Economical Repairs
 Non-repairable
 Physically damaged

Disposal/Alternate Use
 The primary mechanism of alternate use, which must be considered in cases
where the said item(s) are still in usable condition, should be to transfer the
item(s) to Government School(s) of the districts in which the said office is
located.
 For this purpose, if the said item(s) are found usable by the DoIT&C
representative in the department, a committee with DEO/BEO should be
constituted to decide where the items can be sent for optimum usage.
 Only if the possibility of usage by Government schools is found negligible,
should the process of disposal be initiated by the department/office.
 The mode of Condemnation may be done either by Buyback or Disposal, as
decided by the committee formed for condemnation by the concerned
department.

Shri Akhil Arora, Principal Secretary, Department of Information Technology &

Communication, Government of Rajasthan, [email protected]

Ms Deepshika Saxena, Joint Director [email protected].

Shri Manu Shukla, Project Officer & Consultant SeMT,

[email protected].

38
 Gujarat State
Government of Gujarat

Dhananjay Dwivedi, Roopwant Singh and Sandhya Bhullar

State Summary
 Gujarat has always led from the front in the field of e-Governance initiatives.
Looking at the track record of the state over the past few years in the field of
eGovernance and ICT implementation, It can be observed that the state has
successfully delivered a gamut of projects ranging from Small but Focused
projects at ground level of the administration to Large scale projects which are
directed at achieving something greater than what each department can
individually achieve.
 GSWAN (Gujarat State Wide Area Network) is the core backbone IT
infrastructure of the state. It currently serves the state departments with
connectivity (Both Internet and Intranet) to more than 7000 offices across the
state. Over the years GSWAN has proved to be a reliable state wide carrier for
data, voice and internet access for the different departments spread across varied
geographical boundaries across the state of Gujarat.
 GSDC (Gujarat State Data Centre) is a central repository for storing & hosting
all digital data, applications, services of Government of Gujarat. GSDC provides
a shared platform of Compute, Storage, network, security & Infrastructure
components, which can be used by all Government of Gujarat Departments, for
hosting their electronic data/services. Gujarat was the first to set up a State Data
Center which is now ISO 20000 and 27001 certified.
 Digital Gujarat Portal is single window access point to avail all e Services of
the Government of Gujarat. Through Digital Gujarat Portal, government
services have been made available to citizens in a convenient, efficient and
transparent manner. Till now 52 services are make available online and their
mobile app is under development.
 Cloud Enablement – Infrastructure as a Service, state government have taken the
pioneer decision to move on could Infrastructure and finalized the agency for
implementation of Cloud Infrastructure having capacity of 25TB RAM and
4000 Core Compute Power.
 In the past few years, Gujarat has also pioneered ground breaking projects such
as SWAGAT for Grievance Redressal, IWDMS for Internal efficiency, Hospital
Information Management System eCity which perhaps sets the state apart from
other governments as far as Quality of governance is concerned, SATHI, an
HRMS which facilitate capture of information at the sources of origin and will
facilitate administrative processes including generation of communication and
giving effect to decision across all the modules, More than 60 significant
eGovernance projects have been commissioned and implemented in past 8 – 10
years. This figure excludes the many grassroots level initiatives that are being
conceptualized and pioneered on a daily basis.
 The spirit of Gujarat has ensured that every day, new project are commissioned
and existing boundaries are pushed further in our quest to achieve Good
Governance with Minimal Government.

39
 Digital Empowerm
ment - A cornerstone for
f eGovernance

 Gujarat has been

b a leader inn the eGovernannce space with enhanced
e ‘Digitaal
Footprint’, inn almost all thee Government Departments,
D prov
viding integratedd
eServices to the fellow cittizens. As a reesult, on the naational eServices
Transaction Portal,
P ‘eTaal’ (Electronic
( Trannsaction Aggregaation & Analysis
Layer), Gujarrat has continuouusly maintained itts rank at the top.
 Gujarat has allways been a firm m believer in eGoovernance and in line with ‘Digitaal
India’, state has
h strengthen itss commitment toowards eGovernaance with ‘Digitaal
Gujarat’ initiaative.

Key aspects of thee State’s e-Governance / Digital India Road Map

Ouur new e-Governnance policy enssures that we coontinue on the path p of achievingg
efffective and efficiient governance through
t new ideaas and enhancem ments to ideas thaat
haave already beenn implemented. Our broad levell goals envisageed to be fulfilledd
thrrough e-Governaance initiatives arre summed up bellow:
1. Single Winddow Delivery thrrough Digital Gujjarat Portal
2. Embarking on mobile Goverrnance initiativess
3. Involving ciitizens in Governnance through Soocial Media
4. Creating coomprehensive Deccision Support Syystems through promotion
p of Geoo
Spatial Appplications
5. Bridging Urrban Rural digitaal divide
6. On demandd availability of ITT Infrastructure thhrough cloud inittiatives
Thhese combined with
w many other leead us to our 3 piillared visions forr Gujarat:

Sttate has also reaalized that the addministration cann be improved by b improving thee
Quuality of Governnance internally which will ultim mately reflect on
o the Quality oof
Seervices deliveredd to the citizens. Keeping this unnderstanding in mind,m the benefitts
foreseen by the staate can be categorrized into direct citizen
c benefits an
nd indirect citizenn
beenefits through grreater internal effficiency of the staate.

40
 Gujarat State

Benefits for Citizens

1. Open data to promote participatory democracy
2. eAvailability of maximum services, mobile service delivery, kiosks and Call
Centers
3. Better connectivity through proposition of WiFi hotspots at public spots
4. Enhancements to Grievance Redressal Mechanisms
5. Enhancement to existing service delivery mechanisms

Benefits to Citizens through Internal Improvements

1. Emphasis on GIS as a key enabler in enhancing the Decision Support System
facilitated by the state nodal agency for Geo Spatial Technology – BISAG
2. Development of Digital Gujarat Portal to deliver Citizen Centric Services at
their doorstep
3. Use of Rate Contracts to promote faster Procurement and implementation
4. Exploring PPP model for Augmenting Infrastructure
5. Capacity building for Human Skill Development through Computer
Competency Courses at SPIPA and though various initiatives at Technical
Institutes
6. Impact Assessment of eGovernance to quantify benefits achieved and to identify
the right direction moving forward

ICT shared Infrastructure created at State level, Department level, District level
including SWAN, SDC, CSC & other delivery channels with focus on last mile
connectivity, securing the infrastructure etc
 ISO 20000 and 27001 certified State Data Center
 Gujarat State Wide Area Network (GSWAN)
 Gujarat State Village Area Network (GSVAN)
 Last Mile Connectivity upto Taluka Level
 Connectivity upto Panchayat through eGram Vishva Gram initiative Now CSC
2.0
 Common Service Centers (Jan Seva Kendra ) upto Village level
 Gujarat State Village Area Network (GSVAN) Connecting 6000 villages with a
minimum data speed of 2 Mbps at each village with provision of upgrade up to
10 Mbps by BSNL- Fiber / Copper
 Wi-Fi based Internet access to citizen for rural empowerment
 Wi-Fi at Educational Institutions Helps in delivering Digitized education

Status of e-Governance initiatives implemented –

Central and State data pertaining to last One year
Sl. No. MMP Status
1. SATHI Live across State
2. eGujCop Live across State
3. IWDMS Live across Secretariat
4. IFMS Live across State
5. VAHAN Live across State
6. SARATHI Live across State

41
 Digital Empowerment - A cornerstone for eGovernance

Sl. No. MMP Status

7. Commercial Tax Live across State
8. Public Distribution System Live across State
9. eDhara Land Record Live across State
Management
10. iKhedut Live across State

RESULTS INDICATOR
Focus Area: Poverty Reduction & Inclusiveness*
a. Name or Title of ICT UDANT : Livelihood Portal
Intervention
b. Target Coverage (Demographics Rural - Urban
– Rural / Urban, Women,
Youth, Population)
c. Progress achieved Across State
( % covered / any measures vis-
a-vis targets) as of 31st Mar 17
d. Outcomes in relation to area of  Utilization of potential lied among local
focus economy had been identified with the
help of this portal
 Rise in the standard of living of BPL
people, Self-Help Groups - SHG,
farmers and Village Level entrepreneurs.
 Growing of business due to elimination
of communication gap between buyers
and producers with the help of web
portal.
 Ranking of SHGs group had helped in
improvement in service and product
improvement.
 Awareness and Availability of cheap
and good quality products to users

a. Name or Title of ICT Mukhya Mantri Amritam (MA)Yojana

Intervention
b. Target Coverage (Demographics Across State
– Rural/Urban, Women, Youth,
Population)
c. Progress achieved Active MA Cards: 4875459
( % covered / any measures vis- District-wise empanelled Hospitals : 118
a-vis targets) as of 31st Mar 17 Standalone Dialysis Centers: 19
d. Outcomes in relation to area of A Medical care scheme targeted at the
focus BPL population to provide free treatment
and cover medical care.

42
 Gujarat State

 Empowering the beneficiary: MA

Yojana provides the BPL beneficiary
with freedom of choice between public
and private hospitals.
 Information Technology (IT)
Intensive: Biometric Technology, Web
Based platform for all transactions,
Quick Response (QR) Card
Technology, PKI enabled transactions
at hospitals.
 Portability: The key feature of MA is
that a beneficiary who has been
enrolled in a particular Taluka (Block)
will be able to use his/her MA card in
any MA empanelled hospital across
Gujarat.
 Safe and Foolproof: The use of
biometric and PKI enabled transactions
makes this schemes safe and fool
proof.
 Cashless and Paperless Transaction: A
beneficiary of MA gets cashless
benefit in any of the empanelled
hospitals. He/she only needs to carry
his/her MA card and provide
verification through his/her fingerprint.
*Repeat additional tables as may be required for each intervention

Focus Area: Food Security and Production*

a. Name or Title of ICT Targeted Public Distribution System
Intervention
b. Target Coverage (Demographics Across State
– Rural / Urban, Women, Youth,
Population)
c. Progress achieved Total Monthly food coupon sheets issued:
( % covered / any measures vis- 85 Lakhs (Approx.)
a-vis targets) as of 31st Mar 17 Monthly e-permits issued: 75000(Approx.)
d. Outcomes in relation to area of  All beneficiaries having valid bar-coded
focus ration card get the Right Quantity of
food grains at the Right Time.
 Freedom of choice – citizens can choose
between
o Food coupon and cash coupon
o Choice of FPS

43
 Digital Empowerment - A cornerstone for eGovernance

 Beneficiary empowerment has facilitated

them to access their entitlement in a
timely manner.
 Reduction of cardholders from 12.5
million to 10.9 million by discarding 1.4
million bogus ration cards

a. Name or Title of ICT Food Monitoring System

Intervention
b. Target Coverage (Demographics Across State
– Rural / Urban, Women, Youth,
Population)
c. Progress achieved At All offices.
( % covered / any measures vis-
a-vis targets) as of 31st Mar 17
d. Outcomes in relation to area of The primary function of the above system
focus can be listed down as:
 Citizens can
o Log-on to the web access of the
system and can submit application
forms and other relevant certificates
o Track their application status
o Retrieve sample reports for their
cases.
o Lodger complaints
 Officials can
o Work Flow - Assign collection of
sample / Task / Queries to relevant
Officers
o Officials can view the list of sample
collection task
o Officials can update the sample
collection status
o Officials can view the Lab reports
o Officials can issue directives based
on the reports
o Put up legal Cases based on the test
results /and or otherwise based on
breach of laws
o View the legal status /hearings/
judgements etc for given cases.

*Repeat additional tables as may be required for each intervention

44
 Gujarat State

Focus Area: Health and Wellbeing*

a. Name or Title of ICT Hospital Management & Information
Intervention System (HMIS)
b. Target Coverage (Demographics Across State
– Rural/Urban, Women, Youth,
Population)
c. Progress achieved ( % covered / 5,91,83,911 transactions across 36
any measures vis a vis targets) as locations, 8012386 OPD patients, 2418009
of 31st Mar 17 Follow Ups, 860000 IPD patients
d. Outcomes in relation to area of  Creation of Electronic medical records
focus and shared across hospital
 Increased focus on time management –
efficiency of delivery of services
 Improved resource utilization including
skilled manpower, equipment, pharmacy
and facilities
 Technology enabled Workflow driven
process to cut down on manual
transmission of data-cutting on time
delays, human errors and data integrity
 Reduction in manual work-preparing
indents, reports statistics etc
 Comparative data for reviewing hospital
and individual performance based on
identified indicators
 Early alerts on disease trends/Cause of
deaths on International codes
 Opportunities for Cost analysis
 Improved Data Integrity

a. Name or Title of ICT e-Mamta

Intervention
b. Target Coverage (Demographics Across State
– Rural/Urban, Women, Youth,
Population)
c. Progress achieved Families Entered: 14031849
( % covered / any measures vis a Female: 32962898
vis targets) as of 31st Mar 17 Male: 32560398
Child: 10025543
d. Outcomes in relation to area of  Increase in institutional deliveries and
focus lowered IMR and MMR
 Significant reduction in percentage of
home deliveries
 Improved service uptake
 SMS alerts for their due services seals
the gap of service uptake by the public
*Repeat additional tables as may be required for each intervention

45
 Digital Empowerment - A cornerstone for eGovernance

Focus Area: Water & Sanitation*

a. Name or Title of ICT State-wide Drinking Water Supply
Intervention Grid - Ensuring water for happiness
b. Target Coverage Across State
(Demographics – Rural/Urban,
Women, Youth, Population)
c. Progress achieved ( % covered  2684 Km Bulk Water Transmission
/ any measures vis-a-vis targets) Main Pipelines and 120769 Km
as of 31st Mar 17 Distribution Pipelines have been laid
down
 1600 Million Litre Daily (MLD)
Narmada water supplied through Grid
arrangements.
 Approximately 70% of State’s
population is supplied about 3000
MLD water.
 11571 Villages and 131 Towns are
connected through Water Grid.
 23005 Water Storage Reservoir
 181 Water Treatment Plant of 3000
MLD Capacity
d. Outcomes in relation to area of  11,571 villages have been covered
focus  2684 Km bulk water pipelines
 23,693 storage and hydraulic structures
and network of 181 water treatment
plants are in service with a total
installed capacity of 290 crore litres of
water per day
 75% households have access to tap
water facility in rural areas of the State
*Repeat additional tables as may be required for each intervention
Focus Area: Energy for Development*
a. Name or Title of ICT Information Security Management
Intervention System
b. Target Coverage (Demographics Across State
– Rural/Urban, Women, Youth,
Population)
c. Progress achieved 1.65 crore consumers, around 15000
( % covered / any measures vis- employees of 7 subsidiary companies
a-vis targets) as of 31st Mar 17
d. Outcomes in relation to area of  Prompt detection of data leakage and
focus fast reaction
 Better Securing confidentiality, integrity
and availability of information.
 Credibility, trust and confidence of
users.

46
 Gujarat State

 With System being used, it is also

possible to prevent intrusion in
comparison to the old system where
intrusion could only be detected.

a. Name or Title of ICT Utilization of ICT for efficient e-

Intervention Governance by PGVCL
b. Target Coverage (Demographics Urban & Rural area of Paschim Gujarat
– Rural/Urban, Women, Youth,
Population)
c. Progress achieved  Customer Complaints: 34658
( % covered / any measures vis-  Calls to CCC: 301727
avis targets) as of 31st Mar 17  Online Payments (Transactions):
952972No. of SMS: 70580694
d. Outcomes in relation to area of  User Convenience with Online
focus Payment
 User Awareness, intimations through
SMS on registered Mobile number
 Quick disposal of customer complains
 Green eGovernance through
significant saving in paper
 Availability of Data plays an important
role in various analysis
*Repeat additional tables as may be required for each intervention

Focus Area: Make Cities safe, resilient and sustainable*

a. Name or Title of ICT Intervention Suraksha Setu - Safe City Surat
b. Target Coverage (Demographics – All district Ahmedabad, Vadodara,
Rural/Urban, Women, Youth, Surat, Rajkot
Population)
c. Progress achieved 100%
( % covered / any measures vis-a-vis
targets) as of 31st Mar 17
d. Outcomes in relation to area of focus  Prevention of Crime
 Detection of Crime
 Traffic Management
 Traffic Enforcement
 Management of VIP/VVIP
Movement
 Law and Order Management
 Disaster Management

47
 Digital Empowerment - A cornerstone for eGovernance

a. Name or Title of ICT Intervention Program to Identify and Arrest

Criminals (PINAC)
b. Target Coverage (Demographics – Urban
Rural/Urban, Women, Youth,
Population)
c. Progress achieved Cities of Gujarat
( % covered / any measures vis-a-
vis targets) as of 31st Mar 17
d. Outcomes in relation to area of  Significant reduction in time in
focus identifying probable suspects, as per
the description of the citizen, from
available database
 Quick Response time

a. Name or Title of ICT Intervention Mobile App Surat Municipal

Corporation
b. Target Coverage (Demographics – Surat City
Rural/Urban, Women, Youth,
Population)
c. Progress achieved ( % covered / 100%
any measures vis-a-vis targets) as
of 31st Mar 17
d. Outcomes in relation to area of  Prevention of Crime
focus  Detection of Crime
 Traffic Management
 Traffic Enforcement
 Management of VIP/VVIP Movement
 Law and Order Management
 Disaster Management
*Repeat additional tables as may be required for each intervention

ENABLER INDICATORS
Policy Support
 One of the key enabler indicators is a strong IT Policy which has so far guided
us through the eGovernance initiatives we have picked up. At this point our
eGovernance Policy is being renewed to align ourselves with the vision of
digital India.
 Information and Communication Technology (ICT) is widely recognized as a
potent tool for socio-economic upliftment. ICT has played a crucial role in
bolstering growth because of the operational efficiency it has brought to all
departments. It has thus become a key catalyst for the emergence of a
knowledge economy. Gujarat, known for its positivity, has led from the front as
far as eGovernance is concerned.
 With a growing focus on eGovernance and need to further bolster industrial
development, the existing IT Policy is being replaced by a separate detailed

48
 Gujarat State

eGovernance and IT Policy. The eGovernance Policy is aligned with national

vision of eGovernance and focuses on the latest trends of eGovernance such as
universal Wi-Fi connectivity, mobile Service Delivery, State wide Integrated
Service Delivery, Analytics Systems etc.

Change Management
Change Management has been stressed upon by introducing a policy where state
government Class III employees cannot progress levels until they complete a basic
Computer Competency Training. The same is application to Class II employees
looking for promotion to Class I. This has set a baseline for computer competency
ensuring that competency of employees is in sync with requirements of digital
Gujarat. Periodical Training sessions are also scheduled to impart training.

Project Management
Gujarat Informatics Ltd has been set up as a nodal agency for all eGovernance
initiatives. GIL extends assistance in managing various ongoing projects in different
departments. GIL facilitates purchase of infrastructure and resources for successful
implementation of eGovernance Projects as well.

Use of Data Analytics

Director of Economics & Statistics
Gujarat Integrated Statistical System
 Improving co-ordination & management of statistical activities in State
 Enhancing the administrative capacity and organizational efficiency of the
Public Administration System in terms of evidence-based planning,
monitoring and evaluation of development programs and activities.
 Management of development data available from different sources in a manner
that the development data available at the data center leads to information and
knowledge related to social and economical development.
 Developing and institutionalization of a system of collection, analysis and
dissemination of data related to social and economic development and human
welfare so as to ensure timely availability of relevant and reliable data related
to different components of social and economic development.
 Enhancing the capacity of the public administration system in the collection,
storage, analysis and dissemination data related to social and economic
development.
 Building the trust of the users of data in the official data related to social and
economic development.

Use of Social Media

Social Media platform has been used to involve fellow citizens in governance
process. Departments have their active presence on social media and interact with
citizens wherein citizens may post their opinion / feedback and, may convey their
grievances. These posts are reviewed and given to the concern for required action.

49
 Digital Empowerment - A cornerstone for eGovernance

Green Computing & e-Waste Management

The Green Computing pertains to high level goals and objectives which can be used
as guiding philosophies for promoting green governance at the State level.
 The state’s IT and eGovernance policy stresses on the need for Green
Computing and inculcating green ideas into daily work. A comprehensive
eWaste Policy is already in use by the State Government and we are in the
process of renewing it.
 The State Government re-affirms its commitment to environment protection
by introducing eWaste management guidelines which are prepared in
coordination with Gujarat Pollution Control Board (GPCB); in conformity
with E-wastes (Management and Handling) Rules, 2011. The disposal of
obsolete ICT equipments shall be made strictly in accordance with the same.
 Secure and careful usage of State’s IT Assets is the responsibility of all the
concerned stakeholders who have custody/maintenance responsibility of these
assets. All the concerned stakeholders are required to adhere to the Green IT
Principles and ensure savings in energy and printing, wherever possible.
 As per the eWaste Policy currently being used, before condemning any IT
Hardware which is in use currently, a detailed proposal must be sent to the
Education Department, Health & Welfare Department and Social Justice &
Empowerment Department to check if the IT Hardware can be deployed in
schools. IT Hardware can only be condemned once it is confirmed that these
departments are not in need of these hardware.

Any Other information relevant for the nomination

Name of Project: Integrated Financial Management System
Year of Implementation: 2007
Brief Description of Project
 State Financial Dashboard with On-line / Real time updates of Receipt and
Payment.
 Comparison of Expenditure against Budget Estimates and Grant Distributed
with Graphical Representation.
 Online Grant Distribution to all Drawing and Disbursement Officers of State.
 Online Bill Preparation and submission to treasury with Digital Signature.
 Automated State Account Generation and online submission to the State
Accountant General.
 External Interfaces with Accountant General Office, Bank, etc. for Budget,
Expenditure data posting
 Effective and improved services to citizen through Cyber Treasury for e-
Payment
 Entry only at source - reducing time & effort and increase in accuracy
 Online collection of taxes
 As a part of Green Initiative Campaign and guidelines from the GoI, Direct
Credit in the Beneficiaries Account through e-Payment.
 Pensioner Portal made live for giving more ease to senior citizens.

50
 Gujarat State

Summary
The spirit of Gujarat has ensured that every day, new project are commissioned and
existing boundaries are pushed further in our quest to achieve good governance with
minimal government. Gujarat is committed to eGovernance with enhanced ‘Digital
Footprint’, in almost all the Government Departments, providing integrated eServices
to the citizens. Our performance in this sector of administration can also be summed
up by the many awards that we have won.
Highlights:
1. Gujarat won large number of National eGovernance Awards, the highest
number of National eGovernance Awards for the year 2013 and 2014.
2. In the United Nations Public Service Awards held for 2013, out of 16 projects
showcased, 9 of them qualified for the second round and two projects qualified
for the final round.

Annexure
(Optional)
Best eGovernance State Category Nomination

Name of Year of Nature of

Sr. Name of Current Status, in
Initiative / first Interventi
No Department Brief
Project(s) Launch on
1. Revenue Common 2016 G2C -52 Services are
Department Service live
Portal - Mobile app for
service under
development
2. General Human 2015 G2E General
Administrati Resource Administration
on Manageme Department is one
Department nt System of the key
(SATHI) department of the
state Govt. from
recruitment to
retirement. The
system provides
facilitate to create
an integrated state-
wide employee HR
Database with
modules for
Employee
Administaration
Leave, Payroll,
transfer etc.
3. Home eGujCop 2014 G2G e-Gujcop is an
Department integrated

51
 Digital Empowerment - A cornerstone for eGovernance

Name of Year of Nature of

Sr. Name of Current Status, in
Initiative / first Interventi
No Department Brief
Project(s) Launch on
centralized
repository of all
crime and
Criminals.
e-Gujcop integrates
the various
branches through
Information
technology, which
in turn has
standardizes
common
interdepartmental
process , which aids
decision support
and analysis, which
increase
transparency and
accountability with
better monitoring
and control.
4. Gujarat Aadhar 2013 G2C Serva Siksha
Council of Based Abhiyan is a
Elementary Child unified district
Education Tracking information system
for tracking of
Children education
Life Cycle
5. Ahmedabad Comprehe 2013 G2C CCRS is fully
Municipal nsive automated
Corporation Complaint complaint
redressal Registration
System process, once
(CCRS) complain id
registered with the
system via any
media such as a call
Walkin, SMS, app
etc it automatically
assign to concern
officer dealing with
reported problem
6. General Online Job 2012 G2C OJAS helps to
Admini- Appli- announce various

52
 Gujarat State

Name of Year of Nature of

Sr. Name of Current Status, in
Initiative / first Interventi
No Department Brief
Project(s) Launch on
stration cation Government Jobs in
Department System online format and
(OJAS) this format allows
quick, secure
uploading of
application status.
7. Health and Mukh- 2012 G2C Healthcare services
Family yamantri are one of the most
Welfare Amrutam fundamental
Department (MA) requirements of
society. Govt of
Gujarat launched
the medical care
scheme
Mukhyamnatri
Amrutam to provide
free treatment and
medical care at
BPL population.
8. Health and Ability 2012 G2C Ability Gujarat
Family Gujarat Facilitate person
Welfare with disability to
Department register on their own
for online registration
9. Port and Automated 2012 G2C Automated Driving
transport driving & Testing track
Department Testing provides
Track transparency while
checking driving
skill of applicants
for driving license,
10. Industries & Investment 2010 G2B Gujarat became the
Mines Facilitation center for inter-
Department Portal national as well as
domestic investor.
to avoid the commu-
nication gap
between state govt.
and future and
current investor, an
ICT based solution
– IFP was launched.

53
 Digital Empowerment - A cornerstone for eGovernance

Shri Dhananjay Dwivedi, Secretary, Department of Science & Technology,

Government of Gujarat, [email protected]

Shri Roopwant Singh, Ex. Managing Director and Director (IT) & e-Governance,
Gujarat Informatics Limited (GIL), Government of Gujarat.

Smt Sandhya Bhullar, Managing Director, Gujarat informatics Ltd, Government of

Gujarat. [email protected].

54
 Odisha State
Electronics & Information Technology Department, Bhubaneswar,
Government of Odisha

Aditya Mohapatra

Introduction
Odisha has made significant progress in IT, both in exports as well as the domestic
market, churning out IT professionals and creating quality IT infrastructure in the
state. IT Export from the State was only Rs.91 Crores in the year 2000 has increased
to Rs.3400 Crores in the year 2016-17 putting the State at a commendable position in
the IT Map of the country having higher rate of Growth than the National Rate since
2006.

Key aspects of the State’s e-Governance / Digital India Road Map

In the field of e-Governance, Government of Odisha has been following a methodical
approach by preparing overarching policies like ICT Policy, e-Governance Roadmap,
Promotion Strategy, IT Procurement Procedure, IT Hardware Manufacturing policy
and Guidelines and following closely it to create an ICT enabling environment to
enable citizen centric service delivery.

ICT shared Infrastructure created at State level, Department level, District level
including SWAN, SDC, CSC & other delivery channels with focus on last mile
connectivity, securing the infrastructure etc
 Created the right common IT infrastructures like Odisha State Wide Area
Network (OSWAN), Odisha State Data Centre (OSDC), Common Service
Centre (CSC) etc. Now Initiating a messaging services in form of SSDG (State
e-Governance Services Delivery Gateway) to provide seamless interoperability
and exchange of data across multiple Government departments.
 Currently OSWAN is serving as the backbone network for data, video and voice
communications throughout the state which includes 1 State Head Quarter
(SHQ), 30 District Head Quarters (DHQ), 284 Block Head Quarters
(BHQ).Another 800 Horizontal Offices are connected out of 1266 sites. The
Odisha State Data Centre (OSDC) provides shared, secured and managed
infrastructure for consolidating and securely hosting State level data and
applications. Now Twenty-three software applications are running live in
OSDC. More than 7000 Common Service Centres (CSCs) across the State was
rolled out till date to provide various citizens centric services at their door step.
By these infrastructures, overall Government efficiencies have improved
significantly.

Status of e-Governance initiatives implemented –

Central and State data pertaining to last One year
 The Student Academic Management System (SAMS) an innovative initiation
for e-Admission & post admission academic administration at Higher Secondary
and Under Graduate Degree levels across all the colleges in the state was
implemented to provide Citizen Centric, Transparent, Time saving &
Economical platform of admission and academic administration which works on
an online-offline mode.

55
 Digital Empowerment - A cornerstone for eGovernance

 To increase the efficiency across the Administrative Structure, thereby

improving the quality of services to citizens through a system of Information
and Communication Technologies (ICT), e-Dharani, a comprehensive of
computerization of all 316 Registrar offices across the State was implemented in
PPP Mode.
 Integrated Odisha Treasury Management Systems (iOTMS) was launched to
improve the primary service delivery mechanism of the Treasuries which
facilitates transparency between citizen and government, provides easier access
and usage of government information and services and enables faster decisions
and actions by Government officials. Now an enhanced version of iOTMS
called as Integrated Finance Management System (iFMS) is being implemented
by Finance Department. The purpose of this system is to have a Centralized
Core Treasury Management System in place in the State Finance Department.
 Value Added Tax Information System (VATIS) and e-Services Project for
Commercial Tax Department, Odisha was implemented to achieve high
efficiency in VAT Administration, online registration (e-registration), e-filing,
electronic payment of commercial taxes (e-Payment), online return filing (e-
Filing), requisition and utilization of Waybill (e-Waybill), issue of transit Pass
(e-TP), reduction of interface between the dealers and the staff to avoid the
perception of harassment.
 The e-District project as an MMP under NeGP was implemented in all districts
of Odisha. Currently seven number of high volume citizen centric services, are
being provided at the district level, by the District Administration to enable
delivery of these services through the CSCs.
 The e-Municipality project was implemented in 44 urban local bodies of the
state to ensure on line delivery of high volume citizen centric services provided
by municipalities.
 The e-Procurement system was introduced in the state to bring more
transparency and efficiency in tendering process.
 Transport department has implemented Vahan & Sarathi project for providing
various citizen centric services like smart card based driving license, registration
certificates, issue and renewal of driving license, registration of motor vehicles,
issue and renewal of permits, e-payment of motor vehicle taxes etc. through use
of Information and communication Technology.
 Steel & Mines Department of Odisha has implemented i3MS (Integrated
Minerals and Mines Management System) which is a unique attempt to bring
transparency to the Mining process. The overall objective of the project was to
have an ERP system for Government where in all the Associated Government
Departments /Agencies will have a single access to information pertaining to
mining by usage of ICT.

State level Institutional partnerships (International and National) to support

and drive the Transformation journey
 In order to establish a World Class Institute in the field of IT Education, the
Government has established the International Institute of Information
Technology (IIIT) at Bhubaneswar in the year 2007. During the year 2014 the

56
 Odisha State

Institute was converted to an Unitary University with a vision to impart

education, training, research and consulting in Technology and related fields.
Under Graduate Programme, Post Graduate Programmes, Doctoral Programme
in the field of Computer, IT and Electronics are offered in this University.
A Centre of National Institute of Electronics & Information Technology
(NIELIT) shall be set up Bhubaneswar very soon. The agreement with DG,
NIELIT has been signed.
In order to tackle the Cyber Security related issues in the State Crisis
Management Plan for Cyber Security has been notified in the year 2016. The
IIIT Bhubaneswar is playing an important role in helping the State Government
in Cyber Security and Cyber Forensic related issues. Computer Emergency
Response Team of Odisha (CERT-O) to tackle Cyber Security related issues
shall be set up by December 2017.
A characterisation Lab is being set up for providing the test facility to the
electronic chip designer at IIIT Bhubaneswar.

Good Practices that the State has adopted from elsewhere in its Digital
Transformation journey
 In order to provide more and more services to the citizens notified under Right
to Public Services Delivery Act through online mode, the State Government in
the year 2015 have taken a decision that every Government Department will
earmark 1% of their total budget for IT spending. Out of 324 number of
services notified under Right to Public Services Delivery Act, total 69 services
have been made Online till date.
Similarly 62 e-Governance Applications of 24 Departments are functioning at
present against around 41 e- Governance Applications during 2014 and no e-
Governance Application in the year 2000.
The E&IT Department has been declared as the Nodal Department for Aadhaar
Enrolment. The Aadhaar enrolment in the State has crossed 89%. In the
meantime OCAC has been declared as the Registrar for Aadhaar enrolment in
the State. The State Resident Data Hub (SRDH) for profiling of all the citizens
has been set up at SDC.
In order to provide robust Internet connectivity up to the Gram panchayat level
for e Governance applications, all Gram panchayat of the State shall be
connected with high speed internet connectivity by March 2019.
 Present State Data Centre will be expanded to cater the requirement of all
Departments for hosting their e-Governance Application and shall be set up by
December 2018.
State Wide Area Network(SWAN) connecting all Government Offices up to
Block Level shall be upgraded by December 2018.

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 Digital Empowerment - A cornerstone for eGovernance

Result Indicators
Focus Area: Food Security and Production
a. Name or Title of ICT Intervention Digitisation of Ration Card under NFSA,
Online Allocation, Supply Chain Manage-
ment System, FPS Automation, Grievance
Redressal System, Transparency Portal
b. Target Coverage (Demographics Digitisation of Ration Card (Target: 326.41
– Rural / Urban, Women, Lakh out of total population of 419.74 Lakh)
Youth, Population) implemented in 106ULB and 314 Blocks,
SCMS: 199 Depot, FPS Automation:
implementation of e-pos device with Aadhaar
authentication in 13306 no's FPS.
c. Progress achieved Digitisation of Ration Card (Achievement:
( % covered / any measures vis a 324.41 Lakh out of total population of 419.74
vis targets) as of 31st Mar 17 Lakh) across 43% Urban & 53% Rural,
SCMS: 199 Depot implemented, FPS
Automation: implementation of e-pos device
with Aadhaar authentication in 13306 No's
FPS.
d. Outcomes in relation to area of Digitisation of Ration Card under NFSA
focus (100%), Online Allocation (100%), Supply
Chain Management System (100%), FPS
Automation (100%), Grievance Redressal
System (On board), Transparency Portal
(Live & Updated).

a. Name or Title of ICT Intervention 1. Online Farmer Registration

2. Paddy Procurement Automation
System (P-PAS),
3. Direct Fund Transfer (DFT),
4. Minimum Support Price (MSP) to the
accounts of Farmer.
b. Target Coverage (Demographics District : 30 Districts , PACS : 2606
– Rural / Urban, Women, no's, Block's : 294, Total Farmer
Youth, Population) Registered: 11.36 Lakhs in 2016-17 KMS
c. Progress achieved Total Farmer Participated : 8.47 lakhs,
( % covered / any measures vis a Total MSP Credited : 7977 Cr. , Total
vis targets) as of 31st Mar 17 Paddy Procured : 54.27 Lakhs MT
d. Outcomes in relation to area of IT interventions in paddy procurement
focus operations have resulted in creation of
reliable database of farmer in the online
portal, computerized paddy procurement
operations through P-PAS software and
online payment of MSP to farmers. The
overall outcomes are transparency,
efficiency of the process.

58
 Odisha State

Focus Area: Health and Well being

a. Name or Title of ICT Intervention e-Blood Bank
b. Target Coverage (Demographics – Get the complete blood stocks on each
Rural/Urban, Women, blood group of each blood bank in
Youth, Population) district-wise of the State of Odisha. The
blood bank details with blood stocks on
each blood group will be displayed on
search results.
c. Progress achieved 100% district-wise data coverage of the
( % covered / any measures vis a vis State.
targets) as of 31st Mar 17
d. Outcomes in relation to area of focus  State & Blood Bank dashboard to
provide the group wise blood stocks
status for all stakeholders.
 Dashboards for Blood Bank Officers
(Tested/ Untested/ Buffer stock of
blood units)
 Distribution of blood from mother
blood banks to blood storage centers.
 Recruitment and retention of the
regular blood donors in the state.
 Maintain all the registers according to
Drugs & Cosmetic Act of 1940.

Focus Area: Water & Sanitation

a. Name or Title of ICT Intervention Odisha e-Municipality application (Water
Connection and Charges Module)
b. Target Coverage (Demographics – All 112 ULBs of State of Odisha
Rural/Urban, Women,
Youth, Population)
c. Progress achieved Water Connection and Charges Module
( % covered / any measures vis a vis has been rolled out in all the 112 ULBs of
targets) as of 31st Mar 17 Odisha
d. Outcomes in relation to area of focus  Effective Customer Service Delivery
 Efficient and automated bill
generation and delivery
 Multiple Channel based Online
payment for services
 End to end online water connection to
citizen
 Provisioning of all services through
multiple channels – self-service
online and assisted common service
centre based delivery
 Integration with other 3rd Party

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 Digital Empowerment - A cornerstone for eGovernance

services like Center for Modernising

Government Initiative (CMGI),
e-Taal, Odisha Online and Integrated
Financial Management System
(iFMS).

a. Name or Title of ICT Intervention Smart Water Information Management

System (SWIMS)
b. Target Coverage (Demographics 112 Urban Local Bodies (ULBs) of the
– Rural/Urban, Women, state
Youth, Population)
c. Progress achieved The application is up and running
( % covered / any measures vis a vis successfully in all the 112 ULBs. Data
targets) as of 31st Mar 17 entry is being done for all the ULBs on a
daily basis and approved at the same time
by the higher authority before getting
displayed in the dashboard. The
application has eased the process of
accessing information on a real time basis
w.r.t. the daily functioning of urban water
supply in all 112 ULBs as well as the
monitoring of the same.
d. Outcomes in relation to area of focus  Due to the rigorous monitoring
exercise, in a short span of six months
post implementation of SWIMS,
around 1800 additional household
water connections have been provided
across the state, of which around 850
connections have been installed in 9
AMRUT towns collectively. The
current coverage of piped water
supply in the 9 AMRUT towns is
84%.
 Further, this tool has resulted in better
investment planning for infrastructure
works related to water supply for
ensuring equitable distribution of pipe
water supply across the state.

a. Name or Title of ICT Intervention Mo-Pride (A one-stop project monitoring

&repository tool for all water and
sanitation related projects in the state)
b. Target Coverage (Demographics 112 Urban Local Bodies (ULBs) of the
– Rural/Urban, Women, state
Youth, Population)

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 Odisha State

c. Progress achieved The application is up and running

( % covered / any measures vis a vis successfully in all the 112 ULBs. Water
targets) as of 31st Mar 17 and sanitation related project details are
entered by all the 112 ULBs as and when
the projects move from one stage to the
other after due approvals. Due to the use
of a single online repository, all the data
has been harmonized and consistency has
been achieved.
d. Outcomes in relation to area of focus Mo-PRIDE has resulted in improving the
time taken for various stages of approval
for water and sanitation projects. There
has been noticeable faster decision
making by the top authorities. Weekly and
monthly reviews are being held with the
government officials to discuss key
bottlenecks and ways to resolve them.
Tools have helped to identify the exact
reasons for delay which has helped to take
corrective actions including punitive
action for defaulting contractors and
agencies. The tool has ushered in
transparency and accountability in
implementing water and sanitation
projects in the state.

a. Name or Title of ICT Intervention Bhubaneswar Smart City

b. Target Coverage (Demographics Bhubaneswar ,the state capital of Odisha
– Rural/Urban, Women,
Youth, Population)
c. Progress achieved Bhubaneswar had topped among the first
( % covered / any measures vis a vis batch of 20 cities that were selected to be
targets) as of 31st Mar 17 developed as smart city in the flagship
programme. Bhubaneswar has embarked
upon its journey with comprehensive
citizen-driven approach. Bhubaneswar
finished second runner-up at World
Smart City Awards 2016 held at
Barcelona in Spain.
d. Outcomes in relation to area of 1. Governance- Citizen Participation,
focus Intelligent Government Services
2. City Planning and Design-Mixed
Land Use, Compact Cities
3. Urban Utilities-
a. Water: Water Supply, Water
Management
b. SWM: Waste Management

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 Digital Empowerment - A cornerstone for eGovernance

c. Sanitation: Sanitation, Waste

water management
d. Energy : Energy Supply, Energy
Source, Energy Efficiency,
Underground Electric wires
e. ICT: IT Connectivity
4. Urban Mobility- Street Design,
Public Transport
5. Shelter- Inclusive Housing
6. Economic Development-Economy
and Employment
7. Social Development- Identity and
Culture, Education, Health, Open
Spaces, Safety and Security, Air
quality

Enabler Indicators
Departmental Policy & Strategy
An ICT Policy, e-Governance roadmap along with vision, strategy and blueprint has
already been embarked. Odisha considers its ICT readiness to a level where it can
start redesigning the processes around the citizen as the major infrastructure backbone
is already available and ready to deliver the solution through electronic mode.

Common Infrastructure
The successful implementation of Odisha State Wide Area Network (OSWAN),
Odisha State Data Centre (OSDC) and Common Services Centre (CSC) provides a
shared infrastructure for delivering various G2G and G2C services.

Process Re-engineering and Reform

As the current focus of Government is for faster delivery of services to the citizens, a
bold step has already been taken by passage of Right to Public Services Act, 2012 in
the floor of the assembly. Also at epicentre of the power, the Odisha Secretariat,
Odisha Secretariat Workflow Automation System (OSWAS) as an important tool for
electronic document management, note management to approval and file movement
being implemented in all the departments of the State Government.

Capacity Building
Leadership meet program with the political leaders, STeP, eGPM, eGLP, eGCP and
various thematic Trainings for key government officials have already been conducted
as the first step towards capacity building. Other training programs for general
capacity building through imparting computer training are being offered across the
state including employees of the Secretariat. The Officers/Employees of Government,
Semi-Government Bodies, PSU etc serving in Grade A, B and C are given
compulsory training by OKCL to have good knowledge on computer and all new
recruits are also required to certify them with computer certification. Dedicated
manpower resources for capacity building such as State e-Governance Mission Team

62
 Odisha State

(SeMT) are being placed and are being utilized to enhance the standard of training
programme and overall capacity building. State is also planning its capacity building
road map in partnership with NISG.

Technology and Innovation

As per the MeitY, GoI guidelines and State Government eagerness, Open Standard
solutions are being highly encouraged in the state of Odisha. Important applications
like e-District and OSWAS are all developed in Open standards and also with open
source tools partially. The applications are based on an end to end open source
platform which provides room for constant upgradation and advancement. These are
stable, reusable and scalable platforms which have been seamlessly scaled to the
entire state. It follows a brick on brick add on model where additional units can be
added on the go.

Odisha state has a dedicated E&IT directorate, namely Odisha Computer Application
Centre (OCAC) to oversee the operation (both technical & administration) of the
state. The core infrastructures such as OSDC and OSWAN are operating in BOOT
model and the disaster recovery site for OSDC is established at NIC, New Delhi. For
e-Municipality application (Water Connection and Charges Module), it is centred on
various innovations in the e-Governance Areas like Mobile App based payments for
water connection and auxiliary services. In addition, the application facilitates
payment through Odisha Online system, citizen service centers and iFMS. The
application has also been equipped with payment collection through GPRS enabled
hand held collection devices. Application is integrated with Grievance Redressal
Management System for smooth and faster resolution of all grievances related to
water connection and charges.

Use of Data Analytics

Robust Management Information System has been built into the various systems to
facilitate status reporting and decision making. Many applications are also equipped
with dashboards which provide information for different stakeholders at one click.
Several MIS reports are generated by applications which help in strategic decision
making for increasing usage of the online system.

Use of Social Media

Government of Odisha is impressing upon to lay more emphasis on the social media
and improve the quality of advertisements. Departments are taking specific measures
to create their presence in Social media. All departments of the state had been asked
to appoint content managers to oversee the material posted on social media and
respond to queries raised by people. Hon’ble CM, Ministers and Secretaries are
actively using various social media platforms. Facebook, Twitter and WhatsApp were
the major tools used by government officials to share information and responsibilities
to tackle the recent floods in Rayagada, Kalahandi, Nabarangapur and Malkangiri
districts. Social media was another key medium for disseminating information during
the recently concluded Asian Athletics Championships in Kalinga Stadium,
Bhubaneswar.

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 Digital Empowerment - A cornerstone for eGovernance

Recently, the state government in association with Facebook had organized a

workshop at Bhubaneswar for bureaucrats and senior officers to improve delivery of
public services by using social media.

Green Computing & e-Waste Management Green Computing

For promoting green governance at the state level the following action points are
identified and being implemented.
Awards are to be instituted for demonstrated, efficient natural resource management
by IT units.
 The development of comprehensive e-waste collection and recycling systems
and their use by State as well as private agencies for the disposal of IT products
is being promoted.
 While procuring IT products, Government will give preference to firms that
have an expressed end-of-life product take back policy and e-waste recycling
processes.
 Government Departments and agencies is giving preference to 'green' and
energy efficient IT products in their procurement.
 In consultation with the Environment Department and with the approval of the
Empowered Committee, norms will be determined to facilitate 'green' IT Parks
as well as the units in such parks to obtain consent relating to environment and
other benefits.

e-Waste Management
The notification for disposal of e-waste from government offices are already being
issued in Odisha which states that e-Waste so generated should be offered to the
collection centres authorized by the State Pollution Control Board, registered
Dismantler and Recycler or pick up and take-back service provider by the producer.
If there is more than one authorized collection centre or registered Dismantler and
Recycler, then the e-Waste is to be offered to the collection center or registered
Dismantler and Recycler who offers the highest premium for taking the e-Waste.
Various meetings were convened to deliberate and emphasize on effective
implementation of the provisions of e-Waste (Management and Handling)
Rules’2011.The State Government is impressing upon the producers of electrical and
electronics equipments companies for strict compliance to the IPR as per provisions
of e-waste policy’2011.

Any Other information relevant for the nomination

 Bhubaneswar leads Government of India’s Smart City list and an estimated
amount of Rs 50,802 crores to be invested over five years. Bhubaneswar
finished second runner-up at World Smart City Awards 2016 held at Barcelona
in Spain.
 In order to increase the Tele Density in the State for better mobile coverage a
new State Telecom Policy will be announced by December 2017.

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 Odisha State

 For countering cyber attacks and cyber terrorism, Odisha Government has
formulated a 'Crisis Management Plan for Cyber Security in Odisha -2016' that
outlines a framework for dealing with cyber related incidents.
 The eBiz portal covering 14 G2B services with a common application form and
an integrated payment gateway was launched at Odisha Investors’ meet in
Mumbai as a part of the Make in India week.
 A new ESDM Incubation Centre to be set up at Bhubaneswar by December
2018. The State Government has also prepared an ESDM Roadmap for the State
in 2014 to transform Odisha to a Hub for ESDM in a long run.
 Empanelment of Consultants & TPA for all departments of Odisha has been
done for utilization of 2% budget on e-Governance and ICT Initiatives.
 The State is taking steps to set up and operationalise six more STPIs apart from
existing four STPIs in the next two years.
 The State is planning for setting up an Electronics Manufacturing Cluster
(EMC) in Bhubaneswar with an initial investment of Rs 209 Cr.
 Bhubaneswar and few important cities of the State will have the facility of WiFi
in coming year.
 E&IT Department would bring out a Rural BPO Scheme to create at least 5000 -
10000 seats in all the STPI locations of the State to provide employment
opportunity to the youth of the State close to their home towns.
 The Government is in the process of setting up of another Indian Institute of
Information Technology in PPP mode and an Electronics & ICT Academy in
IIT, Bhubaneswar in the year.
 E&IT Department is in the process of establishing an ESDM Incubation Centre
in association with STPI in Bhubaneswar.
 In order to promote employment among the youths in IT and ESDM sectors,
Finishing Schools are being set up by E&IT Department in association with
ET&ET Department, leading industries associations and academy.
 E&IT Department would expand the existing Data Centre and set up a common
Data Centre for all Govt Dept., PSUs and Autonomous bodies with Cloud
enablement.

Shri Aditya Mohapatra, OAS, Deputy Secretary to Government, Electronics &

Information Technology Department, Bhubaneswar, Government of Odisha.
[email protected]

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 Telangana State
Information Technology, Electronics & Communications Department,
Government of Telangana

Jayesh Ranjan

State Summary
On 25 September 2015, the 194 countries of the UN General Assembly adopted the
2030 Development Agenda titled “Transforming our world: the 2030 Agenda for
Sustainable Development”. Today, the targets outlined in this document are widely
referred to a Sustainable Development Goals or SDGs. Since then, the Government of
Telangana has tried to align its various activities along these SDGs in order to
achieve the ambitious targets set forth through these goals.

The ITE&C Department too has adopted this approach and has formulated its ICT
Policy framework, launched it in April 2016, through which it has set out a 10-point
agenda after multiple rounds of stakeholder consultations. This 10-point agenda is
mapped to specific targets set by the SDGs. Further, several projects implemented
across the state, since its formation, have consistently been in-line with the objectives
and targets of SDGs. The following table provides a high-level picture of alignment
of ITE&C Department initiatives with the SDGs.

SDGs /
Trans-
Depart- Health Police Industries Revenue IT Education
port
ments
No Poverty ePDS ePDS
Zero ePDS ePDS
Hunger
Good eHealth ePDS eHealth
Health and Centres Centres
Well Being KCR Kit
Quality TS-CLASS TS-CLASS
Education TASK
Clean Increase tax
Water and base for
Sanitation HMWSSB
Industry, RBSK RTA Verifast TS-iPASS IPIH T-Fiber TS-CLASS
Innovation, M- Open Wi-Fi
and Infra- Wallet T-Wallet
structure TASK
T-Hub
Reduced ePDS T-Fiber
Inequali- DTC
ties T-Wallet
Sustain- CCTNS Ma CCTNS
able Cities Hawk Bhoomi Hawk Eye
and Eye Hyd Cop
Comm- Hyd Cop
unities

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 Telangana State

SDGs /
Trans-
Depart- Health Police Industries Revenue IT Education
port
ments

Respon- e-Waste
sible Manage-
Consumpti ment
on and Green IT
Production Program
Haritha
Haram
Climate e-Waste
Action Management
Green IT
Program
Haritha
Haram
Peace, MeeSeva Digital
Justice, and MeeSeva Telangana
Strong 2.0 Centres
Institu- MeeSeva
tions MeeSeva 2.0
T-Folio
Partnershi MoUs with
ps for the Google,
Goals Microsoft,
HP, Intel,
Cisco

Brief introduction of the State

Since its inception in 2014, Telangana has been quick to jump onto the bandwagon of
e-Governance through its various initiatives. It has been one of the frontrunners in
adopting various Central Government Initiatives such as Swacch Bharat Abhiyan,
Digital India etc. Moreover, Telangana has itself launched parallel programs more
ambitious than the central government programs. Primary among them is the Digital
Telangana Initiative.

Digital Telangana
Digital Telangana stands on two pivots and each of them representing the supply and
the demand side. On the supply side, the main aim is to ensure that digital facilities
become available to each and every person in the state. This is being made possible
through:
1. Laying OFC to each household using the water grid trenches
2. Providing 4G services in the entire state
3. Wi-Fi in major cities and towns
4. e-Panchayat scheme under which a One Stop Shop kiosk will be available in
each Panchayat
Outlined below are the different initiatives undertaken under the supply side:

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 Digital Empowerment - A cornerstone for eGovernance

Telangana Fiber Grid (T-Fiber)

Telangana Fiber Grid (T-Fiber) is implementing a scalable, high quality, long lasting,
resilient & secure state-of-the-art digital network infrastructure for providing
affordable high speed broadband connectivity, and provides government digital
services, to entire State, comprising of 10 districts connecting 83.58 lakh households.
T-Fiber facilitates and realizes the vision of Digital Telangana to usher in digital
democracy with an affordable & reliable high-speed broadband connectivity to every
person in Telangana.

T-Fiber piggy backs on the Mission Bhagiratha Project, which is providing safe
drinking water to every household through water pipelines, thereby achieving right of
way (RoW) across the whole State while saving costs of digging and trenching. The
network will be deployed along water supply routes which have been already mapped
for the entire state.

T-Fiber installs, owns and maintains end-to-end network infrastructure all the way
from State Headquarters to District Headquarters to Block Headquarters to Gram
Panchayats and up to the households. The implementation of the T-Fiber
infrastructure is done under a joint SPV created with State and Centre participation.

Hyderabad City Wi-Fi Project

A pilot has been launched to provide free public Wi-Fi connectivity at 200 public
locations with 3 service providers. Over 3000 such locations have been identified,
with more than 1000 locations covered under the project so far. The GO for entire
project has been drafted forwarded and the issue is imminent.

One Stop Shop / Palle Samagra Seva Kendram / Digital Telangana Centre
To provide convenience to the citizens in the villages through use of Electronic
Platform, Government of Telangana has decided to make available 3 key services i.e.
Citizen services, Banking Services and Benefit Transfers (Welfare pensions and
MNREGA wages) at the Panchayat Level by setting up dedicated centers in the Gram
Panchayats. These centers are called Palle Samagra Seva Kendralu or Digital
Telangana Centers (PSSK/DTC). Similarly, on the demand side, the intention is to

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 Telangana State

make each and every person digitally empowered so that he/she can make best use of
the digital facilities that are being made available right at his/her doorstep.

Outlined below are the different initiatives undertaken under the demand side:

TS-CLASS
The TS-CLASS programs aims to develop Digital Classrooms and Digital
Laboratories in each and every high school (6th to 10th classes) in the State. This will
promote digital literacy among our children, enhance learning experience for the
students using digital content, and provide a hands-on experience for students in
operating a computer.

Digital Classrooms
Two kinds of digital classrooms are planned under this program – Mana TV Based
Digital Classroom and Computer Based Digital Classroom. Both these classrooms are
fundamentally different in their design and a Mana TV Based Digital Classroom is
only a stepping stone to a Computer Based Digital Classroom for faster deployment
in remote locations.

Mana TV Based Digital Classroom

A Mana TV Based Digital Classroom includes a set-top box and a TV/projector and
screen. Most of the schools already have a TV or a projector with screen. Classes are
transmitted based on the schedule prepared by the Education Department by
SoFTNET. The teachers in the respective schools will tune into the channel and
discuss the lesson taught and clear doubts after the 45-minute session.

Computer Based Digital Classroom

In this digital classroom, a computer, audio device (2.1 speakers), a projector and a
screen will be present. Content will be projected on the screen using the computer.
The content can be present locally or on the cloud based on the connectivity there.
For local storage, a 1 TB Hard Disk with the updated content will be supplied to each
school. The lesson can be projected by the teacher and paused whenever required to
discuss certain important concepts.

Digital Laboratories
Under this program, one digital laboratory is planned for each school with 15-20
computer to give the students a hands-on experience in using the devices and revisit
the content already taught to them in the digital classroom. A digital laboratory
consists of 15-20 systems, 2 headphones per system, one local server to host the
content.

Expansion of MeeSeva Services

Telangana strives to bring all Government services to its citizens on a digital
platform. Moreover, efforts are being made to deliver these services on mobile
platform. Currently, 335 different services across 35 departments are live on the

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 Digital Empowerment - A cornerstone for eGovernance

MeeSeva platform. There are over 4000 MeeSeva centres in the state, which have
recorded over 70 Million transactions till date.

Technology Solutions for all Government Agencies

Telangana has been taking various initiatives to promote the use of IT among citizens
and to use IT solutions to make the lives of citizens easier and Governance smoother.
An Officer on Special Duty has been deputed specifically for the purpose of leading
Digital Telangana Initiatives. Some of the initiatives taken up by these teams are
listed below:

Verifast
The primary objective of this project is to ensure that the citizens of the state receive
their passports in the shortest possible time by reducing the time taken for police
verification of passport applicants. A database of all passport applicants along with
the GPS coordinates of the address has also been developed. In addition to this, a
green solution has been adopted by eliminating hard copies to the maximum possible
extent. Moreover, field verification has been integrated with other criminal/suspect
information databases to ensure a 360 degree verification process.

Ma Bhoomi
The crucial aspect of Land administration is maintenance of land records up to date
and reflection to the ground position. Ma Bhoomi portal has been developed to
provide free access to the public to view their land records information online and to
obtain and redress grievances from public if there is any error or mistake in their land
records through the portal itself. This website provides a platform for the citizens
across the globe to view the land related information.

RTA M-Wallet
The mobile APP “RTA M-Wallet” has been developed on Android and IOS Platform
to store the statutory documents like Registration Certificate, Driving License etc., in
digital form while commuting. The App helps the Enforcing Authority for
identification of document’s genuineness and provided ease to the citizens during
checking on the roads. The Mobile App is aimed at serving 89 lakh Registered
Vehicle owners and 76 lakh Driving License Holders to enable them to store their
statutory documents. This app is the only Government app to be listed in the Top 100
Apps and has already been downloaded by over 1 Lakh users.

Key aspects of the State’s e-Governance / Digital India Road Map

In Telangana, our vision is to ensure that no citizen be required to visit a Government
Office unless absolutely necessary. One obvious way to do this is by providing as
many Government services as possible through an online platform. However,
providing services through online channels has its own set of challenges. One of the
most important of them being India’s low digital penetration. As of 2014, India had
an estimated 198 Million Internet Users, which translates to roughly 20% of our
population. Although this figure is going up, a large fraction of people remain
disconnected. This is the precise reason why we, in Telangana, believe that providing

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services online does not ensure that these services are at the fingertips of our citizens.
Our unique offering, MeeSeva ensures that these online services are being delivered
to those citizens who either do not have access to digital infrastructure or are not
digitally literate yet.

A centralized electronic services delivery platform has been built through which our
different service touch points access the online services. Our touch points include
websites and mobile apps (for the digitally literate and enabled citizens), and
MeeSeva Centres and Digital Telangana Centres /Palle Samagra Seva Kendralu (for
assisted delivery of online services).

The MeeSeva centres are either Government owned or franchised out and deliver all
the Government services available on the online platform. As of today, there are
roughly 4500 franchises and 110 Government owned centres. In the rural areas, these
MeeSeva centres exist in the form of Digital Telangana Centres /Palle Samagra Seva
Kendralu. In addition to the provision of MeeSeva services, financial inclusion
services and benefit transfer services are provided here by a Women Village-Level-
Entrepreneur (as a policy decision). These centres have been planned in all the 8000
odd gram panchayats in the State in the next 24 months. Currently, there are around
800 such centres and this number is expected to hit 1000 by March 2017.

Our platform caters to around 1 Lakh citizens every day handling cash of 4000 Cr
every year. Telangana, according to the DeITY eTAAL, is the leading state with
respect to number of e-transactions per 1000 population for the year 2016 (as of
today). Given the large number of transaction on our platform, there is enormous
scope for conducting advanced data analytics for various use-cases. Our initiative
Citizen 360 or Integrated People Information Hub, aims to do just that by acting as
the Single Source of Truth for citizens’ records.

MeeSeva
‘MeeSeva’ in Telugu means, ‘At your service’, i.e. service to citizens has brought in
accountable, transparent and innovative delivery of Government services to the
citizens. MeeSeva has redefined the way Government services are delivered to
citizens by bringing about 600 services of 36 departments through 4600 centres
spread across the state. MeeSeva has taken government to the citizen’s doorsteps
through the 4500 franchisee centers and by Integrated and collaborative approach by
36 Government departments to offer services in a seamless manner within defined
timelines and a real time SMS based tracking of the applications.

MeeSeva 2.0
In order to improve the quality of citizen service, the next version called Meeseva 2.0
with the primary objective of anywhere / any-time / any mode of service delivery has
been initiated. The project has initiated in Jan 2016. Some of the components have
already been implemented and other components are in the process of
implementation.

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 Digital Empowerment - A cornerstone for eGovernance

Architecture of MeeSeva 2.

Digital Telangana Centres / Palle Samagra Seva Kendralu

To provide convenience to the citizens in the villages through use of Electronic
Platform, Government of Telangana decided to make available key 3 services i.e
widely used Citizen services, Banking Services and Benefit Transfers (Welfare
pensions and MEREGA wages) at the Panchayat Level by setting up dedicated
centers in the Gram Panchayats. These centers are called Digital Telangana Centers
or Palle Samagra Seva Kendralu (DTC/PSSK). The idea is to improve the outreach
and quality of access for the select services through a single sign in portal in the
villages of Telangana. The program was launched in the state of Telangana in the
month of 2nd October 2015 in 100 villages and the number currently stands at over
800.

These centers will act as a technology-enabled nexus for convergence and system
integration between various Government Departments in order to provide a range of
services such as citizen services like MeeSeva, eSeva, CSC services and Banking
services (to deposit and withdraw from any bank in the center), Benefit transfers
(Welfare pensions and MEREGA wages etc) through a single window and single
portal. A dedicated portal is developed to which all the relevant departments have
been linked. These centers are operated by educated un-employed women called
Village Level Entrepreneurs (VLE) on a self-sustainable model. The investment of
infrastructure such as PC/Laptop/printer/scanner etc is to be done by the VLE though
in many cases loan is arranged. The VLEs are selected through a process of interview
conducted by the Rural Development department.

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T Folio
MeeSeva 2.0 is a broader framework for e-Governance with special focus on m-
Governance being one aspect. The T-Folio will be the mGovernance platform for the
State of Telangana. All G2C, VAS, and B2C services provided will now be pushed
onto this platform to achieve our goal of anytime/anywhere/any modes of service
delivery. All of these services will be accessible through a single access point (one
URL, one App, one Short Code). This initiative is expected to drive the cost of
service delivery down

Integrated People Information Hub / Citizen 3600

Government of Telangana is in the process of implementing an ambitious platform
called Integrated People Information Hub IPIH / Citizen 3600 which aims at building
a Golden record for every resident of the state with technologies such as data mining,
master data management, context based relationship discovery, entity resolution etc
on one or more attributes like name, fathers name, address, age, Mobile number,
Aadhar Number, Driving License number etc. These records will then be used to
track all the transactions of the citizen with the Government in order to better serve
the citizens and avoid fraudulent transactions. This platform works even when the
citizen has done various transactions without a Unique ID tagging them all. One
particular use-case of this platform relates to payment of trade license fees to GHMC
but weren’t. Consequent to the implementation of this initiative a 110% increase in
Trade license collections in first quarter of April to June 2016 over previous quarter
was achieved.

TASK
After the state bifurcation, Telangana Academy for Skill & Knowledge (TASK), a
non-profit organization, was established by the Government of Telangana for
bringing a synergy between Government, Academia and Industry with an objective to
enhance employability quotient of youth in the state and to offer quality human
resources and services to the industry. TASK partnering with the Industry to provide
creative skill initiative which are rolled out across 10 districts of Telangana. The
skilling initiatives were planned so as to the raise confidence, improve
efficiency/monitoring and provide direction through proper skill development and
launching entrepreneurship initiatives.

Industry Collaboration Skill Pilots/Partnerships

Given the growth of technology, the need for technical skills continues to grow and
students need to be skilled on the latest technology for getting better opportunities.
TASK enables Technology Skilling by building industry partnerships with
organization like IBM, Autodesk, SAP, Oracle, Samsung, Hitachi, CISCO etc. for
imparting the training to students beyond their curriculum so as to meet the industry
requirements and be able to face and clear the recruitment process.TASK has
collaborated with universities (JNTU) and industry association (HYSEA) for
extending entrepreneurship programs on android technology and IOT (Internet of
Things).

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 Digital Empowerment - A cornerstone for eGovernance

e-Learning
The main objective of this initiative is to provide learning support to students and
faculty members 24X7 and 365 days. This initiative also helps students in remote
districts to update themselves on the current market trends and thereby enhance their
skills.One such initiative is Virtual Labs, which is an MHRD initiative from the
Government of India and collaboration between TASK and IIIT-Hyderabad. Virtual
Labs address the issue of lack of good laboratory facilities by making remote and
simulation based experimentation possible through the internet in colleges of other
Urban and Rural areas.

T-Hub
T-Hub, located in the IIIT-Hyderabad campus, is India’s largest incubator for
startups. T-Hub is a unique partnership between the Telangana government, three
academic institutes (IIIT-H, ISB & NALSAR) and other key stakeholders in the
startup ecosystem. With startups, accelerators, investors, and workspaces all in one
place, T-Hub plans to create a tight, vibrant, and successful community of
entrepreneurs in the city. A unique public/private partnership between the
government of Telangana, three of India’s premier academic institutes (IIIT-H, ISB &
NALSAR) and key private sector leaders, T-Hub aims to be the catalyst in building
Hyderabad as a start-up city and Telangana, as a start-up state. T-Hub was started in
November, 2015 as a miracle of collective and individual collaboration. Built on an
area of 70,000 square feet, T-Hub has world class facilities for entrepreneurs to
thrive. It also provides separate space for incubators and accelerators, and has special
arrangements for entrepreneur-investor meetups. T-Hub provides a platform for
entrepreneurs, mentors, investors and academia to interact and collaborate.

Apart from infrastructural facilities as an incubator our mission is to stimulate the

establishment and growth of our start-up companies. An overwhelming number of
startups registered to be a part of the T-Hub community. Extending to various fields
like agritech, life sciences, financial technology, smart cities, IoT, clean technology
etc, the startup community in Telangana state has shown their interest in being a part
of T-Hub. T-Hub now currently has the responsibilities to cater to the incubation
needs of the whole State apart from the 200 startups in the building. T-Hub is now
connected to over 2000 startups in the larger ecosystem spanning across the whole of
the newly formed State of Telangana. It has directly influenced creation of over 1000
jobs in the city of Hyderabad. T-Hub has created much larger impact in terms of
investor connect to Hyderabad ecosystem which did not have any major venture
capital presence earlier. T-Hub is now partnered with over 30 VC firms, angel groups
and financial institutions.

DigiLocker
 MeeSeva Telangana is registered as an issuer in Digital Locker and pushed
72,67,644 documents to the citizen Digi Locker accounts.
 26 MeeSeva services have been registered under MeeSeva Telangana issuer.

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 Dr. B.R. Ambedkar Open University, Telangana is a registered issuer in

Digital Locker and pushed 758 certificates into students Digi Locker
Accounts.
 3 services have been registered under Dr. B.R. Ambedkar Open University,
Telangana issuer.
Status of e-Governance initiatives implemented – Central and State data
pertaining to last One year

T-Wallet
When the Central Government announced about cashless payments after
demonetization, Telangana Government promoted all the digital payments like POS
machines, Digital wallets (PayTm, SBI Buddy etc) & RuPay cards, UPI, BHIM app..
etc and conducted more than 100 awareness camps in all the Districts of Telangana
State.

Telangana Government also launched a state owned e-Wallet called as T-Wallet on

1st June 2017.
Unique features of T Wallet are as under:
 T Wallet is the official digital wallet of Telangana State, which is Any Time
Any Where digital payment option for everyone.
 T Wallet supports payments for both Government and Private payments
unlike other wallets which are more of private payments.
 T Wallet serves through Online (Desktop, laptop), Smart Phone, Feature
Phone and even No phone
 Citizens with feature phone or no Phone can use 4200 MeeSeva centers
available across the state to open T Wallet, Load money and make payments
through T Wallet.
 Supports English, Telugu and Urdu
 Built on UID authentication
Result Indicators
Focus Area: Poverty Reduction & Inclusiveness

a. Name or Title of ICT Intervention T Wallet

b. Target Coverage (Demographics – All sections of the society (including
Rural / Urban, Women, Youth, individuals and merchants)
Population)
c. Progress achieved N/A
( % covered / any measures vis a vis
targets) as of 31st Mar 17
d. Outcomes in relation to area of  Digital payment options to
focus rural/urban citizens
 Available to even users with
feature phones/no phones
 Integration with government
departments for providing services
and transfer of benefits.

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 Digital Empowerment - A cornerstone for eGovernance

Focus Area: Food Security and Production

a. Name or Title of ICT Intervention ePDS

b. Target Coverage (Demographics – State-wide coverage
Rural / Urban, Women, Youth,
Population)
c. Progress achieved All 31 districts have been covered
( % covered / any measures vis a
vis targets) as of 31st Mar 17
d. Outcomes in relation to area of Delivery of rations to public in BPL
focus status by erasing any instance of
misuse – Food security cards have
been issued to everyone below
poverty line to help them avail
ration.

Focus Area: Health and Well being

a. Name or Title of ICT Intervention KCR Kit

b. Target Coverage (Demographics – Pregnant women – 389681 (as on
Rural/Urban, Women, Youth, date)
Population)
c. Progress achieved ANC Checkup – 142067
( % covered / any measures vis a High risk cases identified – 2727
vis targets) as of 31st Mar 17 Deliveries – 42910
No. of children registered – 81956
Immunizations at 3 months given –
5062
Immunizations at 9 months given –
3704
Total kits delivered – 46792
d. Outcomes in relation to area of Administration of child care and
focus immunization to infants born in the
state

a. Name or Title of ICT Intervention eHealth Centres

b. Target Coverage (Demographics – Rural population in 7 mandals
Rural/Urban, Women, Youth,
Population)
c. Progress achieved Operational eHealth Centres – 7
( % covered / any measures vis a Approximate number of patients
vis targets) as of 31st Mar 17 treated – 30,000
d. Outcomes in relation to area of Accessible and affordable healthcare
focus is provided to rural population in
geographies of the state that were
traditionally underserved.

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e. The ITE&C and Health Departments, Government of Telangana, in

collaboration with HP have identified a disruptive innovation that combines
the best of health and IT domains. The project, eHealth Centre (eHC), plays
a critical role in contributing to healthy, vibrant communities and spurring
economic growth. Further, the solution assists in maintain and expanding
local and national healthcare initiatives. The cloud enabled primary
healthcare solution consists of a shipping container with the requisite
medical equipment, teleconsulting channel, health record storage over cloud
and a complete dashboard deployed at a geographical location at an optimal
physical distance from underserved communities. The eHC is equipped
with fundamental, yet critical, equipment such as ECG, spirometer,
glucometer, stethoscope, digital thermometer and a mini laboratory. Trained
technicians at the eHC collect the vitals and relevant data from patients,
which is shared with the doctors at the nodal healthcare centre. Post data
analysis, the doctor at the nodal centre prescribes necessary
measures/treatment/consultation to the patient. Further, eHCs are linked
with a web based open EMR (Cloud) for automated health data upload from
the remote monitoring facility.

Focus Area: Water & Sanitation

a. Name or Title of ICT Increasing tax revenues for Hyderabad

Intervention Metropolitan Water Supply and Sewerage
Board (HWMSSB) by appropriately
classifying the nature of customer entities
b. Target Coverage Jurisdiction of Hyderabad Municipal
(Demographics – Rural/Urban, Area
Women, Youth, Population)
c. Progress achieved 65% increase in the number of
( % covered / any measures vis commercial connections of HMWSSB
a vis targets) as of 31st Mar 17
d. Outcomes in relation to area of  Increased awareness among entities of
focus necessity of being compliant to the
government regulations.
 Increase in monthly revenues of
HMWSSB

Focus Area: Energy for Development

a. Name or Title of ICT Intervention TSSPDCL Mobile Application

b. Target Coverage (Demographics – Throughout the state of Telangana
Rural/Urban, Women, Youth,
Population)
c. Progress achieved More than 1 Lakh downloads in the
( % covered / any measures vis a vis state so far
targets) as of 31st Mar 17

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 Digital Empowerment - A cornerstone for eGovernance

d. Outcomes in relation to area of Single stop mobile application for

focus payment of electricity bills, tracking
bill history, electricity department
information, complaint registration.
Available in both iOS and Android.

Focus Area: Make Cities safe, resilient and sustainable

a. Name or Title Crime and Criminal Tracking Networking System

of (CCTNS) – Telangana State Enterprise COPS
Intervention
b. Project The Crime and Criminal Tracking Network Systems
description (CCTNS) was conceptualized by the Ministry of Home
Affairs and implemented as a Mission Mode Project
(MMP) under National e-Governance Plan (NeGP).
CCTNS aims at creating a comprehensive and integrated
system for enhancing the efficiency and effectiveness of
policing through adopting of principle of e-Governance
and creation of a nationwide networking infrastructure.
State project includes infrastructure creation and
networking of 841 Police Stations, 403 Higher Offices
including Commissionerate and Sub divisional offices
those are in 29 districts of Telangana State.
c. Target  The Government has decided to fast track the
Coverage implementation and complete the implementation of the
(Demographi CCTNS project to capture and store crime and criminal
cs – data pertains to 7 Integrated Forms and Demographic
Rural/Urban, details of Accused, Witness, Victim and Complainant
Women, across the Telangana state in rural / urban areas and run
Youth, analytics to reduce the crime growth rate year on year
Population) basis.
 Target Coverage with the Citizens: With the complete
implementation of the Project with all the new
components would lead to a Central citizen portal
having linkages with State level citizen portals that will
provide a number of citizen friendly services like Police
Verification for various purposes including passport
verification, reporting a crime including cyber-crime
and online tracking of the case progress etc
d. Progress  Data digitization: Digitized data related to FIR
achieved registration, investigation and charge sheets in all Police
( % covered / Stations.
any measures  Application Usage and Utilization: 100% utilization
vis a vis happening at PS for FIR, Petition, ACS etc.,
targets) as of  Data Synchronization: Established Data
31st Mar 17 synchronization, between SDC to NDC through Bridge

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Connectivity, Established Data synchronization,

between SDC and DR cloud through NKN
Connectivity.
 Crime Core Dashboard Reports: Ensured 100%
mapping in all MCR statements with the refined
business logic, Enhanced ability to analyze crime
patterns, modus operandi and road accidents.
e. Outcomes in  Data Transfer and Exchange: Facilitated collection,
relation to storage, retrieval, analysis, transfer and sharing of data
area of focus between police stations and state HQs and central police
organisations
 Efficiency and Effectiveness of Policing: Succeeded
making interstate investigations easy and speedy for
officials, succeeded in creating a comprehensive and
integrated system for enhancing the efficiency and
effectiveness of policing at the Police Station level
 Citizen Services: External agencies would be able to
seamless integration with police systems (EeCOPS) for
a better citizen services delivery and improved low
enforcement, achieved in creating facilities and
mechanism to provide public services like registration
of online complaints, ascertaining the status of case
registered at the police station, verification of persons
etc.
 Publish of FIRs in citizen portal: The department has
started publishing the FIRs since 15th November 2016
in its Citizen Portal as per the instruction of the Hon’ble
Supreme Court
 Automation of Major Heads: The main objective to
develop this functionality is to automate selection of
Major Heads at the time of registration of FIRs. It
makes the Police functioning friendly and more
transparent, reducing the selection of wrong heads.
 Enterprise Search: A tool that fetches the data based
from entire state based on the partial or full entry of
Complainant / Accused / Witness, succeeded in
enabling Pan-India criminal/accused name search for
improved inter-state tracking of criminal movement
 Dashboards for Senior Officers for online crime review:
The dash boards were designed for all the higher
officers considering their jurisdiction for online crime
review.

Name or Title of
a. HYDCOP
Intervention
b. Project description HYDCOP (Empowering front-line Police
Officers) launched on 18th April-2016. Towards

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 Digital Empowerment - A cornerstone for eGovernance

achieving Global Policing Standards, Hyderabad

City Police launches a unique Mobile Technology
Application "HYDCOP". Hyderabad COP is a
mobile based application for the internal use of
Hyderabad City Police.
The key objectives of the HYDCOP Mobile App
are multi-fold to:
• Deliver Services “Anytime & Anywhere” for
faster responsiveness to the Citizens
• Foster Information sharing & Knowledge
exchange services to empower front line
Police Officers
• Seamless integration of different application
functionalities through Single-Sign-on
services.
• Faster identification and tracking of suspects,
quicker resolution of cases, and increased
rate of convictions to the offenders
• Proactively prevent crimes through real time
intelligence inputs and analysis relating to
crime and criminals.
c. Target Coverage 50000 plus police force of entire Telangana State
(Demographics –
Rural/Urban,
Women, Youth,
Population)
d. Progress achieved At present HYDCOP is rolled out in Hyderabad
( % covered / any and Rachakonda Police commission rates and
measures vis a vis targeted to replicate the same in remaining
targets) as of 31st Mar Districts/ Commissionrates with in 3 months
17
e. Outcomes in relation Front-line Police Officers
to area of focus Real time alerts on incidents and emergencies,
faster identification and tracking of suspects,
quicker resolving of cases and enhanced
convictions to the offenders.
Senior Officers
Higher visibility with past history, improved
monitoring on field team operations alerts on
incidents and emergencies, escalations on poor
performers and quicker decision making.
Improved Crime Prevention
With the help of real time intelligence feeds such
as Jail release alerts and regular offender checking
with the help of GPRS, suspect antecedent

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 Telangana State

verification & Area wise real time crime history

helps us to prevent the crime by 18% when
compared with previous year.
Faster Emergency Responses
By integrating Dail-100 emergency calls with
HYDCOP application, we are able to send
emergency alerts directly to the nearest Patrol Car/
Blue Colts and continues monitoring of Vehicle
movement using GPS, enable us to improve the
response time for the emergencies are less than
5 minutes when compared with previous 30
minutes without using HYDCOP.
Improved Visible Policing
All our Point books (Important places and crime
hotspots) around 8000 are geo-tagged and can be
monitored by senior officers in real time on how
the patrol cars and blue colts are performing their
Beats & Patrols in the community, enhances the
visible policing in the community’s leads the
crime prevention.
Citizen Friendly Policing
Before HYDCOP, In case of any antecedent’s
verification of any suspect by the frontline police
officers from field, required to call back to the
police station to check with the available databases
or take the suspect to the police station for
verification. With the help of HYDCOP the filed
officer then and there can verify the suspect details
against Aadhar, Vehicle registration address,
Driving License, Mobile number, PAN card and
Voter ID leads definite behavioral change in police
approach to the citizens towards more Citizen
Friendly policing.
Cycle time reduction in Crime Detection
With the help of Towers& Cams ( nearby Cell
phone towers & CCTV cameras to the incident
place), Collaboration platform to improve the
service delivery such as Lookout Notices (
Missing Persons and Wanted Criminals), Real
time alerts on Incidents to nearest officers along
with entry exit points for strategic checking’s,
Improved the time taken for the detection cases
tremendously.
Reduction of Fear of Crime among the Citizens
By improved visible policing, continuous real time
monitoring of field operations, faster emergency

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 Digital Empowerment - A cornerstone for eGovernance

responses, and improved detection of crime, better

surveillance of offenders and jail releases and
enhanced conviction rate proves us the
considerable reduction of fear of crime among the
citizens. This has been acknowledged by Mercer
as Hyderabad is the best Indian city in living
standards for the third year in a row due to
factors such as relatively lower crime rate, lesser
air pollution and improved options for
international and reputable English speaking
schools.

a. Name or Title of Hawk-Eye Mobile Application

Intervention
b. Project description Hyderabad City Police Department has envisioned
Citizen Services Delivery through Mobile
Technology which in turn resulted into an end
product called “Hawk Eye”. The unique feature of
Hawk Eye is integrating the Police communication
network system for prompt response to citizens.
This tool emphasizes police to achieve its primary
function / objective to respond to Citizen’s reports /
complaints for assistance in emergencies in the
shortest possible time with appropriate resources.
c. Target Coverage An interactive Mobile based app which can be
downloaded across the globe through respective
App Stores
d. Progress achieved Police Services available to citizens at at finger tips
through smart devices for the stakeholders to
instantly report any Service Request, report
incidents etc.
This service has provided women an option of
reporting their movements while travelling in a
public transport for the safety and security.
Also SOS option has boosted the confidence for
women in case of distress / panic situation as the
information floats to various police authority layers
for immediate action to avoid any unwarranted
situations by tracking the crime incidents and
criminals.
GHMC, Electricity Department, Metrology
Department, Road Transport Authorities - on issues
raised in connection with the mentioned
departments through this application.

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e. Outcomes in relation The major benefits / impact derived from the

to area of focus initiative are:
The citizens feel safer and well appreciated for bias
for action.
Eliciting citizen involvement in policing efforts is
encouraged.
Improved police governance and the management
of service delivery to citizens is institutionalized.
Enhanced confidence and reduce fear of crime for
citizens particularly women safety.

Enabler Indicators
A digital Payment Gateway through T Wallet
As financial inclusion of rural population was the primary focus of T Wallet, T
Wallet has been made available in three languages i.e. English, Telugu and Urdu.
Citizens can use T Wallet to make payments for both Government and Private
transactions to avail services. T Wallet is integrated with government departments
such as TSSPDCL, TSNPDCL, GHMC, HMWSSB and MeeSeva/eSeva application.
Citizens can also use T Wallet to transfer funds to bank accounts through IMPS.

Multi Channel E Governance Access through MeeSeva 2.0 and T App Folio
Improving accessibility and increasing convenience to citizens for availing the
government services has been identified as a focus area by Govt of Telangana. Under
MeeSeva 2.0, 4 different service delivery platforms are being integrated to provide a
consistent user experience along with strengthening of various aspects of service
delivery platform. As part of T App Folio, Govt of Telangana will provide citizens
with access to government services through mobile App/web/USSD/IVR/SMS
channels. The multiple channels will have a near universal reach.

Technology and Innovation

Integration of Citizen 360 and MeeSeva through Digital Rights Management
Citizen 360 is advanced data analytics based system which enables processing
of large databases and helps establish linkages between different databases.
The integration of Citizen 360 with MeeSeva through a Digital Rights
Management will help MeeSeva centre operators lookup the citizen records in
the Govt databases and pick the documents that are already available in
government databases and hence, citizens will not be required to submit the
documents again while availing government services.

Use of Data Analytics

IPIH Citizen 3600 is a data analytics based system which uses technologies like Data
analytics, Master Data Management, Data Mining etc.

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 Digital Empowerment - A cornerstone for eGovernance

The Interactive MeeSeva Dashboard process MeeSeva and eSeva data on a real-time
basis and provides a comprehensive analysis of transactions using key metrics. The
dashboard is synced with MeeSeva and eSeva databases on a real-time basis uses
advanced data analytics to crystallize the transaction data into key metrics, trends, etc.
to enable decision makers to take quick decisions.

Use of Social Media: The Government of Telangana has an active social media
presence with professionally managed pages for the Hon’ble Chief Minister and
Cabinet Ministers of the State. Dedicated pages and handles have been created across
platforms including Facebook and Twitter. Further, Grievance Redressal projects
have been deployed using social media in various districts of the state.

Green Computing & e-Waste Management

Green IT Initiatives: Haritha Haram – Under the Haritha Haram Program, the Chief
Relationship Officer of the ITE&C Department constantly engages with the IT
companies to plant saplings. In the recent Mega Plantation Drive, the IT industry has
contributed by planting over 50,000 saplings, provided with over 2500 volunteers,
and helped raise sponsorship money of ~INR 50 lakhs.
e-Waste Management: Supported by policy, the Government of Telangana is
working on the following major areas with respect to e-Waste Management:
Startups in e-waste space: Banyan Nation is a startup which works closely with the
Telangana Government in the area of e-waste management, recycles plastics in house
and other e-waste through external tie ups.
NASSCOM Big Bridge Program: Collaborating with NASSCOM entered into a
partnership with its Big Bridge program through which it aims to reuse electronic
equipment to the maximum extent by providing NGOs and other such organizations
with refurbished products at a nominal cost until they reach the end of their usable
life after which it will be recycled in a comprehensive manner through NASCCOM’s
partners.

Shri Jayesh Ranjan, IAS Principal Secretary to Government, Information Technology,

Electronics & Communications Department, Government of Telangana.
[email protected], [email protected]

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 Section – III
ICT Interventions in Theme Category –
Safety of Women in Public Spaces
 Theme – A New Category
Safety of Women in Public Spaces – Initiation by Cities

G S N Prabhu

Cities, large or small are seeing rapid urbanization and throwing new challenges for
Governments and other connected organizations. One challenge is - an increasing
concern of ensuring safety of Women in public spaces. It has been seen Governments
are making efforts to make public spaces safe. Apart from building awareness these
entities are pro-actively working on use of IT/ICT for effectively identifying trouble
zones & monitoring them without encroaching privacy.

CSI Nihilent eGovernance Awards (CNeGA) recognized the relevance, importance

and introduced this Theme based award Category to enable any Government entities
who deployed innovative ICT interventions to enhance the Safety of Women in
public spaces, to showcase their ICT interventions.

The responses received convey that Governments are sensitized and making best use
of available technology to make an impact. Keeping with the policy of three stage
assessment, teams visited nominee sites and made on the spot assessment. Institution
of this kind of award reflect on our concern for the issues that we all face as citizens
of the country and identification and sharing of innovative use of ICT solutions, for a
social cause.

Two of the cases presented under this section demonstrates how these sensitised
Government Organizations have made ICT interventions effectively enhance safety
perception in their respective cities.

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 SHE Teams
State Police Department, Government of Telangana

Swati Lakra and D Kavitha

BRIEF BACKGROUND / CONTEXT FOR LAUNCHING THE ICT INITIATIVE

Providing a safe and secure environment for women is central to the State
Government’s roadmap for a ‘Golden Telangana’. The Criminal Law (Amendment)
Act, 2013, which was enacted in the wake of the 2012 Delhi gang-rape case, provides
for amendments to the Indian Penal Code, the Indian Evidence Act, and the Code of
Criminal Procedure, 1973 for strengthening laws related to sexual offences. Prior to
that, the nationwide protests that followed the ‘Nirbhaya’ case had roused passions
and mobilized well-meaning sections of people from all walks of life to demand the
implementation of transparent and stiff measures that would deter all types of crimes
against women.

Around the same time, Hyderabad City Police Commissionerate believed that time
was ripe to launch an initiative that would effectively tap Information and
Communication Technologies (ICT) for interventions to enhance overall safety and
security of women across the twin cities. The mood of the people across the nation
made it clear for all of us in the department that any such initiative should necessarily
encompass social media platforms and new media channels, apart from traditional
means to reach out to women. The SHE Teams was conceptualized and an ICT-
driven concrete action plan was made that could be easily implemented in a cost-
effective manner to check various crimes against women at public places. The brief
was to focus on those indignities and harassment that women have unfortunately
learnt to suffer in silence for lack of prompt and reliable help that is soundly backed
by law-enforcing agencies. It took about two months to work out the nitty-gritty of
the action plan suitable to the department. The outcome, after substantial in-house
discussions, was the creation of SHE Teams, with ‘SHE’ signifying “Security for
Her Ensured”.

DATE OF LAUNCH, LOCATION/SITES OPERATIONAL

'SHE' Teams were launched on 24th October 2014 in Hyderabad City by
Commissioner of Police Mr. M. Mahendar Reddy, IPS. It is headed by Additional
Commissioner of Police, Swati Lakra, IPS. It is further supervised by Dy.
Commissioner of Police Detective Department. It is closely monitored by
Asst.Commissioner of Police, SHE Teams. Each SHE Team is headed by a Sub-
Inspector of Police, who is supported by an ASI/HC, a lady constable and 2-3 male
constables. In view of the resounding success of the work of the SHE Teams across
Hyderabad City, the initiative was replicated initially in Cyberabad Commissionerate
and from April 1st, 2015 onwards, in all districts of Telangana state. Presently, the
SHE Teams, with their operational headquarters at Saifabad, are just a call or click
away everywhere across the State since they can be approached 24/7 by dialing 100;
visiting www.shetemahydpolice.telangana.gov.in; sending email to
[email protected] or [email protected]; or accessed through
Facebook, WhatsApp (9490616555), Twitter and the department’s own HAWK EYE
Hyderabad mobile app.

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 SHE Teams

Description of ICT intervention as a use case

The principal aim of the SHE Teams, envisaged actually as part of the larger concept
of friendly policing, include curbing sexual harassment of women at public places;
nabbing offenders harassing women through phone calls, messages, emails and social
media platforms; helping working women to get immediate police support and ensure
their safe travel; acting as a force that deters crimes on women by often nipping the
problem in the bud; and correcting misguided youth through counselling so that they
become responsible citizens and respect women. Towards this end, SHE Teams,
working in coordination with other wings, have developed systems that unified
communications and integrated telecommunications, computers, enterprise software,
storage and audio-visual systems. All this has enabled the department to properly
access, store, transmit, and manipulate vital information that can help in prevention
and detection of crimes against women. The entire exercise has contributed to a
healthy convergence of audio-visual and telephone networks with computer
networks, apart from resulting in substantial savings. The installation of CCTV
cameras across the Hyderabad city also helps in easy detection of the offence.
Different Softwares and tools are used for detecting phone harassment cases and
other social media related harassment cases.

Each of the SHE Teams is provided with a four-wheeler for mobility, along with
latest spy cameras, audio recorders and smart phones. As part of the SHE Teams’
modus operandi, hotspots i.e. spaces where women are vulnerable to harassment are
identified, including bus stands; railway stations; and the vicinity of colleges, schools,
ladies’ hostels, parks, hospitals etc. Before reaching the designated hot spot, the SHE
Teams leave their vehicles at a strategic distance away from the spot and go ahead
with their task unobtrusively. At the hot spot, the SHE Team members maintain a
distance of 50 meters. They just maintain eye contact and patiently observe the
goings-on. That done, the SHE Teams move around in the area observing the
behaviour of eve-teasers and Offenders’ activities are recorded through a discreet
camera.

First-time offenders are booked under petty cases: Sec 290 IPC, Sec 70 (c) of the
Hyderabad City Police Act (where the woman is unwilling to give a written
complaint). If the eve-teaser is a repeat offender or if there is a specific complaint by
a woman, he is booked under cognizable sections of IPC, including those under The
Criminal Law (Amendment) Act 2013 (Nirbhaya Act). A solid database of offenders
with their details is maintained to monitor their activities daily. Confidentiality of the
victim is maintained throughout the process. The parents and other family members
of the offenders are called and in front of them the offenders are counselled to
become responsible citizens right under the family members’ watch as well.
Juveniles, despite their substantial numbers these days, are professionally counselled
by psychologists and later made to participate in anti-eve teasing campaigns with
support from partner NGOs.

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 Digital Empowerment - A cornerstone for eGovernance

BENEFITS REALISED DUE TO ICT INTERVENTION SPECIFIC TO

IMPROVEMENTS IN SAFETY
Most denizens of Hyderabad know about the SHE Team and the gamut of services
that they provide for women’s safety and security. SHE Teams are confronted with a
sea of complaints that are addressed as per law and to the utmost satisfaction of the
victims. Quite hearteningly, overall there is 20% reduction in offences against
women. The department is working to bring the figure down further and make
Hyderabad “India’s safest and most women-friendly city”. About 1283 people have
been caught red-handed. A total of 76 Nirbhaya Act cases were booked between 2015
and 2017; 49 IPC & IT Act cases were booked; 3 persons were booked under PD Act
and 02under POCSO Act. In all, 318 minors and 965 majors were caught. Over 337
petty cases were booked and all convicted. The city witnessed a drastic reduction in
cases of harassment of women in public places. This is attributed to the deterrence
created by the robust, hyper-active SHE Teams that have put the fear of God in
roadside harassers and wayside epigones of filmi heroes. They now know that SHE
Teams are watching and that they cannot afford to mess around with girls and
women. The Police Department has gone a long way in achieving most of its goals.
The outcome of the SHE Teams’ committed work in the last couple of years has
surpassed initial expectations.

In February-2016, a survey on about 1000 persons in Hyderabad conducted by

Bhumika NGO found that, 76% of people in Hyderabad City are aware of SHE
Teams and their work. 85% of people who know SHE Teams feel safer and Secured
as SHE Teams is successfully operating against criminal elements in city. Even in the
area where there is lowest awareness, 67% of people are aware of work of SHE
Teams. 93% of people who are aware of SHE teams are also aware of role of SHE
Teams and how to approach SHE Teams when needed. In a latest un official survey
conducted in January 2017 on 2,608 persons in Hyderabad by WOW Revolution, an
NGO which works on Women’s safety, found that 92% of people in Hyderabad are
aware of SHE TEAMS and their work; 87.9% of people who know SHE Teams, said
they felt safe and secure as the SHE Teams have been operating successfully against
criminal elements in the city; even in areas of lowest awareness, 74.1% of people are
aware of the work of SHE Teams; and 90.9% who know SHE Teams are also aware
of SHE Teams and how to approach SHE Teams.

The Police Department is now armed with organized statistical information and other
details so that it can focus on areas needing specific interventions. For instance, till
date a total of 3276 complaints have been received through various means, including
1446 via Dial 100, 336 from Facebook, 354 from email, 820 as direct complaints, 93
Hawk Eye, 224WhatsApp and 5 via Twitter. The offences categorized by nature
include stalking (39%); phone harassment (21%); passing lewd comments (21%);
harassment through social media, sending photos, videos to the mobile phones (9%);
touching inappropriately (3%); taking photos without the knowledge of the victim
(2%) and creating nuisance near bus-stands, girls’ colleges/hostels etc. using two-
wheeler, cars (5%). All such information is being used effectively to plan logistics
and other operations of the SHE TEAMS in a self-contained manner.

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 SHE Teams

CONVERGENCE
SHE Teams, working in coordination with other wings, have developed fool-proof,
fail-safe and robust systems. These systems have unified communications for
strategic purposes, while seamlessly integrating telecommunications, computers,
enterprise software, storage and audio-visual systems. All this has enabled the
department to access, store, share, transmit, and process vital bits of information that
can help in the prevention and detection of crimes against women. The entire exercise
has contributed to a healthy convergence of audio-visual and telephone networks with
computer networks, apart from resulting in substantial savings. SHE Teams produce
digital evidence to prove the offence in the court beyond any reasonable doubt and
thus secure a high level of, if not cent percent, convictions. This is having a great
impact on wrongdoers and helps in preventing recurrence of the offences. By
maintaining confidentiality of the victims, SHE Teams provide a sense of security to
victims. This is one major reason why an increasing number of victims do not hesitate
to approach the authorities directly. This pervasive, fine-tuned solutions-based
approach ensures that SHE teams are:
 Always available -- online, offline, on call and in person
 Easily accessible – seven channels for reaching them 24/7
 Sufficiently resourced -- people and tech
 Updated - in contemporary, bench-marked practices
 Skilled - personnel abreast of changes, exposed to classroom and e-learning
courses
 Sensitive -- to need for community-based, friendly policing
 Proactive - with cross-jurisdictional teams and empowered personnel
 Responsive - to the incident, victim and society
 Data driven - decisions are invariably based on inputs drawn from sound
database
 Focused on systemic cure, instead of just addressing symptoms

Key factors that contributed to the success of the initiative both at leadership
level as well as at process level
The success of any plan requires commitment at all levels. Prior to the inception of
SHE Teams, cases relating to harassment of women and problems concerning safety
and security of women were rarely a priority because of the preponderance of other
heinous offences. Besides, issues concerning apprehension, confidentiality and lack
of evidence tended to relegate cases relating to harassment of women in public
places. Today, with 100 SHE Teams on field 24/7 as a dedicated workforce, the
Police Department takes pride in working for women safety and security on priority
basis that is transparent and exemplary.

Days of women victims suffering silently are gone. Today, the SHE Teams reach out
to a woman in distress. No woman, with knowledge of SHE Teams, feels vulnerable
in Hyderabad today. Besides, SHE Team members move around in civil dress
mingling with the crowd in sensitive areas to round up eve-teasers. The entire offence
is video-graphed and the offender caught red-handed. This helps establish evidence,

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which is key to raise the conviction rate. The best part is that women need not give a
written complaint in case they are not willing to complain. The SHE Teams take
suomotu cognizance of the offence and register complaints. Given solid evidence
collected, most of the victims are now relieved of the trouble of going to Police
Stations and courts. As SHE Teams have become easily approachable and responsive,
victims willingly approach them through various social media platforms and
applications like Facebook, Twitter, WhatsApp, email, telephone, letters etc and
Hawk Eye mobile app SHE Teams are proven to be just a call or click away.

IMPACT NUMBERS
Till date, the SHE Teams have caught nearly 1,500 offenders red-handed and
addressed over 3,500 cases. Thanks to the multi-faceted role of SHE Teams in the last
couple of years, overall there has been a 20% reduction in offences against women.
Between April 1, 2016 and November 15, 2017, a total of 1,040 persons, comprising
829 majors and 211 minors, were counselled. During the same period, 176 petty cases
were booked, of which only four cases are pending; among the rest, 140 were fined
and 34 jailed.

In some cases, the offenders are let off after a stern warning. Between April 1, 2016
and November 15, 2017, a total of 814 persons, comprising 593 majors and 221
minors, were let off after warning. The success of SHE Teams' outreach and e-
governance initiatives can be gauged from the fact that between April 1, 2016 and
November 15, 2017, a total of 2,180 petitions were received. This comprised 306
directly, 126 through email, 79 via Facebook, 145 through WhatsApp, 51 from
HawkEye, 3 through Twitter and 485 through Dial 100. Many criminal cases were
filed during the period, including 66 under the Nirbhaya Act, 37 under IPC and IT
Acts, 5 under POCSO Act, and 2 under PD Act.

The incidence of offences, categorized by nature, include

1. Stalking (39%);
2. Phone harassment (21%);
3. Passing lewd comments (21%);
4. Harassment through social media, sending photos, videos to the mobile phones
(9%)
5. Touching inappropriately (3%)
6. Taking photos without the knowledge of the victim (2%),
7. Creating nuisance near bus stands, girls’ colleges/hostels etc. using two-
wheeler/cars (5%).
All such information is being used effectively to plan logistics and support operations
of the SHE Teams on a regular basis. That is, the department now has a clear picture
of the types of offences that require tailored solutions by recourse to the strong
database.

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Lessons learnt
Experiential learning of SHE Teams over the past couple of years has given the
department supreme confidence that it always pays to produce digital evidence for
proving an offence in the court beyond any shade of doubt and securing cent percent
convictions. High conviction rate can have lasting impact on wrong doers and prevent
recurrence of the offence. By strictly adhering to professionalism in maintaining
confidentiality of sensitive victims, the SHE Teams have won the hearts of people
who may not want to openly deal with troublemakers. This humane approach has
given an enhanced sense of security to victims who lack material or moral support
just because they are not somebody or do not know somebody. This translates to
victims approaching the authorities freely as if they are confiding in their dear ones.
Professional counselling being organised for juveniles and wayward youngsters has
proved to be an effective method for effecting lasting behavioural change in the
offenders. Most of them in fact go on to develop a positive mind-set. Some of the
offenders in fact have more than atoned for their crimes by becoming champions and
advocates of programs targeted at providing safety and security for women. All this
has been achieved by ensuring weekly attendance of offenders until their eventual
reform with the help of child line also.

Technical processes are regularly updated to retrieve data, generate reports, and
tabulate statistics using a new software. ICT is used to the hilt. Recognizing the
stellar efforts of the SHE Teams, the Government of Telangana has introduced SHE
Teams as a topic in the curriculum at the Intermediate level. The subject, which has
attracted nationwide attention, is taught as part of Civics in the first year. Efforts are
on to include the concept of SHE Teams also in the syllabi at secondary and higher
education levels in order to make adolescent children aware of the SHE Teams and
the manner in which they could be approached to solve any problem relating to
women.

The success story of the SHE Teams has become an inspiration for law-enforcing
agencies in the entire country. States like Odisha, Maharashtra and Andhra Pradesh
and Rajasthan have sent their teams to Hyderabad to study the initiative. Other states,
like Karnataka, Chhattisgarh, have taken the guidance and material required for
launching the teams. Of course, the concept of SHE Teams is being implemented
with different names in these states. For instance, it has been implemented in
Maharashtra in the name of ‘Nirbhaya Teams’ and in Andhra Pradesh as
MahilaRakshak Teams, Pink Police Team in Bangalore etc. The Odisha Women
Commission also visited Hyderabad to know about SHE Teams and now the program
has been implemented in Odisha also. SHE Teams have spelled success from Day 1
mainly because the initiative has been promoted at the highest level without any
compromises whatsoever.

A dedicated team has been deployed to receive complaints made through social
media platforms. The complaints are immediately referred to the SHE Teams
concerned for immediate action. SHE Team officers are trained to strictly adhere to
SOPs, Dos & Don’ts and maintain proper records case-wise. A close monitoring and

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supervision mechanism is in place to ensure fair investigation and transparency.

Periodical review of the performance of SHE Teams is done to improve efficiency
and rectify procedural lapses, if any, as and when they happen. The teams are
exposed to the latest software like C DAT, C 5, HYD COP & VERIFY to trace out
offenders.

OTHER INFORMATION
Considering the proven efficacy of the SHE Teams, concerted efforts must be made
at the Central and States’ level to mandatorily implement the concept throughout the
nation. It is fine if the States themselves evince interest in SHE Teams and implement
a similar or appropriate model. In any case, that should not be an option which can be
left to the discretion of the States. As the world moves towards friendly policing,
SHE Teams and the clones on the way can make a lot of difference to women. It is
the need of the hour.

e-Learning Module
With a view to enhancing awareness about the entire ecosystem in which SHE Teams
function, a free, well-structured e-learning course has been introduced. This e-
learning course, initiated jointly by Swift e-learning Services and Hyderabad City
Police SHE Teams, has shown overwhelming results in a short period by raising
public awareness on women safety, especially among women and young girls.

This course aids its users, regardless of their background and levels of knowledge and
skills, to:

1. Recognize SHE Teams and appreciate their efforts in making Hyderabad safe
and secure for women
2. Identify the forms and consequences of eve-teasing
3. List out key facts and figures while explaining the significance of SHE Team
4. Identify and explain how SHE Teams curbs eve-teasing
5. Outline the ways to approach SHE Teams in case of harassment or eve-teasing

This free course is available on https://sheteams.swifthcm.com. Citizens can enroll

and take this course. At the end of this course, there will be an assessment involving
random 10 questions. Upon successfully answering at least eight questions, an online
Certificate of Appreciation, is issued jointly by SHE Teams and Swift e-learning
Services to the user.

The Outreach Agenda

On a regular basis, awareness is created in bus stands, colleges, hostels, shopping
malls and other hotspots regarding SHE Teams. Posters, pamphlets, stickers etc are
distributed. Digital displays are also used at traffic junctions. Short films, SHE Teams
theme songs, slides for display in cinema theatres and other forms of multi-media
campaigns are taken up. Runs and Bikeathon rallies, legal awareness camps and
programs to teach women self-defence techniques are organized regularly across the
city. At the end of the day, women are encouraged to come out and boldly complain

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regarding any kind of harassment that they face. All of this is facilitated by the
multiple ways in which people can alert SHE Teams:

 People now have the confidence that if they dial 100, immediate response by the
police is assured. The average response time for reaching the victim is around 5
minutes. The department is working to shorten even that through innovative
ways.
 Social media channels, including email, Facebook, WhatsApp, Twitter etc. are
used by victims to approach the SHE teams.
 The Hyderabad City Police’s award-winning mobile app HAWK EYE is also
used to reach out to victims

EDUCATION, EMPOWERMENT AND CERTIFICATION

Numerous awareness programmes are conducted to educate women on self-defence
techniques and ways of staying clear of cybercrimes. These include SHE Shield,
seminars on women safety, observance of International Girl Child Day, International
Women's day, distribution of Self-defence booklet, workshops on self-defence
techniques, 5K run and the like. On a regular basis, awareness is created at bus stands
as well as in, colleges, hostels, shopping malls and other hotspots regarding SHE
Teams. Posters, pamphlets, stickers etc. are distributed. Digital displays are also used
at traffic junctions. Short films, SHE Teams theme songs, slides for display in cinema
theatres and various forms of multi-media campaigns are taken up. Runs and
Bikeathon rallies, legal awareness camps and programs to teach women self-defence
techniques are organized regularly across the city.

Awareness campaigns are conducted to empower women and make them feel
confident that they are part of a vibrant city whose police is determined to make it the
safest place for women across the country. These are broad-based, covering Radio
FMs, digital displays, news channels, Facebook page, twitter handle, TV shows and
more. These initiatives help the women come forward with conviction and courage to
boldly complain regarding any kind of harassment that they face. While conducting
campaigns and workshops, students are involved in activities designed to curb eve-
teasing and sexual harassment. Workshops on self-defence are conducted to help
students avoid becoming victims of cybercrime and to ensure overall safety in
colleges. A girl need not be a black belt in karate or some such thing to defend herself
from teasing, stalking or other forms of harassment. A small booklet, prepared in
association with an academy, lists 10 simple self-defence techniques that can help any
girl get out of any kind of vulnerable situation. Efforts are being made to distribute
the booklet to all students.

Eminent persons from various walks of life, including doctors, lawyers, industrialists
and technocrats, as well as students and housewives, are being encouraged to form
volunteer groups, which can communicate with the SHE Teams about women
harassment and related problems. Studied efforts are being made to involve slum-
dwellers, uneducated people and others from disadvantaged sections to create

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awareness about SHE Teams and the ways in which one can approach them. SHE
Teams conduct awareness programs to also sensitise cab drivers, RTC drivers, lady
conductors etc. The road transport authorities have been approached to help the police
department collect and store details of all cab drivers to further strengthen measures
designed to provide safety to women using private transport.

HEARTENING RESULTS AT THE GROUND LEVEL

The numbers relating to achievements and outcomes summarized in the foregoing
paragraphs reflect the steady positive change at the ground level. The net result is
that SHE Teams today have a pervasive impact not just on victims of eve-teasing and
vulnerable women, but also on other sections. There is a now sense of fear among
roadside Romeos and others inclined to eve-teasing that SHE Teams are watching.
Most people are aware of the multiple ways in which they can alert SHE Teams.
They have the confidence that if say they dial 100, immediate response from the
police is assured. The average response time for reaching the victim is around 5
minutes. The department is working to shorten even that through innovative ways.
Social media channels, including email, Facebook, WhatsApp, Twitter etc. are being
increasingly used by the victims or their well-wishers to approach the SHE Teams.
The Hyderabad City Police’s award-winning mobile app HAWK EYE is another
major channel connecting SHE Teams to victims. Recognizing the efforts of SHE
Teams, the Government of Telangana has introduced SHE Teams as a topic of study
at the Intermediate level. Efforts have been initiated to include the topic also at
Secondary and Higher education levels.

The whole idea is to make all adolescent children aware of the ways in which they
can approach SHE Teams in case of any problem. These days it is all the more
important because many horrific incidents are being reported even from play schools
and primary schools due to declining morals. The findings of recent surveys suggest
that, among all comparable cities in the country, Hyderabad is the safest city to live
when it comes to safety and security of women. In a survey in Hyderabad, conducted
in Jan 2016 by an NGO, Bhumika, which works in the area of women’s safety, it was
found that:

 76% of people in Hyderabad are aware of SHE Teams and their work
 85% of people who know SHE Teams feel safer and secure as they believe
SHE Teams are successfully operating against criminal elements in the city
 Even in areas of lowest awareness, 67% of people are aware of the work of
SHE Teams
 93 % who know SHE Teams are also aware of the ways to approach SHE
Teams

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According to data available with the National Crime Records Bureau (NCRB),
Hyderabad ranked 14th in crime rate among 19 metropolitan cities with a
population of over 2 million for the year 2016. This suggests that it is emerging as
one of the safest cities in the country. According to official data, the number of
crimes in Hyderabad declined from 18,940 in 2014 and 16,965 in 2015 to a low of
16,742 in 2016.

Ms Swati Lakra, I.P.S., Additional Commissioner of Police, Crimes and SIT

Hyderabad City. email: [email protected].

Ms D Kavitha, Asst. Commissioner of Police. email: [email protected].

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 Raj Mahila Suraksha – enabling
Rajasthan Accountability Assurance System (RAAS)
Department of Information Technology & Communication,
Government of Rajasthan

Akhil Arora, Deepshika Saxena and Manu Shukla

PROJECT OVERVIEW
The Government of Rajasthan is dedicated to keeps its citizens, especially its women
safe & secure. Day and night Rajasthan’s Chief Minister & her efficient team
working towards the benefit of Rajasthan’s women Safety. Eyeing the lack of security
across the nation, Government of Rajasthan has taken a pro-active step with the
launch of their women safety app: Raj Mahila Suraksha app.

The ‘Raj Mahila Suraksha’ Women Safety Mobile app provides a mechanism for
complete security 24x7x365 for female residents of Rajasthan. The app provides
Username and password based mechanism to track real-time location of mobiles with
the app and emergency SOS Alerts. With the SOS feature, the emergency contacts
and Police will receive SOS Message, email and Location of the person in emergency
in every 30 seconds.

The GPS tracking after sending SOS alerts by Raj Mahila Shuraksha app is monitored
through Rajasthan Accountability Assurance System (RAAS). RAAS is only
integrated GPS platform of the country wherein all official emergency vehicles of the
state such as Police control vans, ambulance, Fire safety vehicle etc. are on one
common platform.

To ensure that the Government officials get connected to the residents at all times,
Biometric, GIS, Geo tagging and connectivity enabled monitoring systems shall be
implemented. Also, it ensures monitoring and delivery at every tier of the
Government architecture, thereby achieving the true sense of Good Governance.
Under RASS, the GoR intends to implement –

 Biometric Attendance and Monitoring System

 GPS Enablement of Vehicles with Real-time movement tracking
 Geo-tagged photographic evidence

RAAS takes existing location data (city, address, zip code, etc.) contained in a
spreadsheet and converts it into a vibrant, insight-rich map. It is a means of
visualizing key data, which can quickly convey a multitude of information. RAAS
shows current location of a particular vehicle with device date time, speed and
Ignition. This technology helps police officials to keep a real-time location of the
device and act on priority basis.

Rajasthan Accountability Assurance System allows real time tracking of more than
2000 vehicles and mobile phones on a common GIS platform. Integrating Raj Mahila
Suraksha with RAAS has improved women safety and has:

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 Raj Mahila Suraksha – enabling Rajasthan Accountability Assurance System (RAAS)

 Improved safety awareness in the state

 Quickly mobilize an emergency response by mapping vehicle locations
 Real-time safety alerting increases awareness of safety incidents
 Reduces women anxiety about safety
 Judicious centralization and decentralization to ensure maximum efficienc

An initiative by the Rajasthan Rajya Mahila Ayog Jaipur or the Rajasthan Women
Commission, the Raj Mahila Suraksha app is an effort to make Rajasthan the Safest
state for women. While the state has been advancing in a number of ways and fields
such as infrastructure, educational institutes, etc., women safety has also become one
of the achievements in Rajasthan’s long list of developments. The Rajasthan Rajya
Mahila Ayog has thus launched a new app for women safety in India, by the name,
‘Raj Mahila Suraksha App’. This is an initiative to help build a safer Rajasthan and
help out the women in distress so that they can feel safer in the state.

RESULTS INDICATOR
Key Performance
There are four very important types of services are given below in the table:

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Active Users - - 10,000
Transactions - - 25,000

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs Department Mobile Others including
Web Counters Gateway any Social media
Active Users - - - 10,000 -
Transactions - - - 25,000 -

Description of e-Services
The Raj Mahila Suraksha has been designed and developed to help the women in
distress. Thus, it has features like:

 It lets you send alerts at three locations - to the nearest police station, the
women's commission and one additional number of a friend or family when
activated.
 The alert can be activated very easily, by merely shaking and tapping the
mobile thrice. In an emergency situation, the girl might not get time to dial a
number for help or send a message telling about her location. So, the
developers have kept it easy. All the girl needs to do is to shake the mobile
thrice to activate the alert on this app for women’s safety in India.

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 Digital Empowerm
ment - A cornerstone for
f eGovernance

 When activvated, an alert would

w be sent thhrough GPS to th
he nearest policee
station and the state womenn's commission while
w a message will also go to a
mily member of the
friend or fam t user.

Thhe developers haave kept it in minnd that in case of

o an emergency,, a girl might noot
haave the time to diial a number or seend a message. So
S they have mad de it a 'shake app'.
Onn activation, an alert
a would be seent through a GPS to the nearest police
p station andd
the state women's commission whhile a message will w also go to a friend or familyy
member of the user. After receivingg alert, control syystem aligns with
h RAAS and trackk
the location for quiick response.

Devicce Mapping in RA
AAS

Current Loocation Tracking in RAAS

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 Raj Mahila Suraksha – enabling Rajasthan Accountability Assurance System (RAAS)

Geofence of Nearest Devices

Along with the app, Rajasthan Commission for Women (RCW) has also initiated
counselling and self-defence training camps in major higher secondary schools and
colleges across Jaipur. Relationship between police and females has also been made
smooth with the help of awareness programmes to aware females about their rights.
Basic sections of Indian Penal Code (IPC) on crimes related to eve-teasing and alike
activities are also taught to females to educate them about the law.

IMPLEMENTATION
A keynote initiative towards women safety taken by Government of Rajasthan in the
form of Raj Mahila Suraksha App was launched in October 2016. The app first
commenced operation in Jaipur city, followed by the launch in entire state. With the
advent of Raj Mahila Suraksha, app the Government of Rajasthan aims to
institutionalize in the police system across the country. The app aims to instil a sense
of safety among women, substantially reduce gender crimes, empower women &
communities & spread awareness on self-safety.

The Rajasthan Commission for Women (RCW) has also involved itself in the
process, so that a tab can be maintained on the developments and help can be
provided to immediately trace the one in distress. "After downloading the app on the
mobiles, it can be activated for alerts whenever a girl or a woman finds herself in an
unsafe situation," she added. The app, which initially was to be launched sooner, was
delayed because of ensuring 'zero-error' in its operation. Depending on its response in
the state capital, the app would be released in across the state in a phase-wise manner.
The residents, especially women, have appreciated the project highly. In addition, the
media as well has appreciated the initiative of the Government towards citizen
security, especially safety and security of women. Palak Nandi from Times of India
Wrote "JAIPUR: Rajasthan Commission for Women (RCW) will soon be the first
women commission to have launched a safety-app for women. The 'Raj Mahila
Suraksha' - a mobile app, which would initially cover the areas under the Jaipur
Commissionerate, is presently under trial and likely to be launched before June 30.

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 Digital Empowerment - A cornerstone for eGovernance

Specially designed on the demands of the RCW, the app has featured of sending
alerts at three locations - the nearest police station, the women's commission and one
additional number of a friend or family - when activated. The alert can be activated
by merely shaking and tapping the mobile thrice.

RCW is also to launch self-defense training for girls in higher secondary schools and
colleges in Jaipur from July. Palak Nandi "In case, of an emergency, a girl might not
really have the time to dial a number or send a message. Hence, we have opted for a
shake app. On activation, an alert would be sent through GPS to the nearest police
station and the state women's commission while a message will also go to a friend or
family member of the user," said Suman Sharma, chairperson, RCW. The state
women commission has also involved itself in the process, so that a tab can be
maintained on the developments and help can be provided to immediately trace the
one in distress. "After downloading the app on the mobiles, it can be activated for
alerts whenever a girl or a woman finds herself in an unsafe situation," she added.
The app, which initially was to be launched sooner, was delayed because of ensuring
'zero-error' in its operation. Depending on its response in the state capital, the app
would be released in across the state in a phase-wise manner."

ENABLER INDICATORS
Government Process Re-engineering
The Government of Rajasthan is dedicated to keep its citizens, especially its women
safe & secure. Day and night Rajasthan’s Chief Minister & her efficient team work
towards the benefit Rajasthan’s women. The Rajasthan Rajya Mahila Ayog has thus
launched a new app for women safety in India, by the name, ‘Raj Mahila Suraksha
App’. The ‘Raj Mahila Suraksha’ Women Safety Mobile app provides a mechanism
for complete security 24x7x365 for female residents of Rajasthan. Government of
Rajasthan always quest towards streamlining its projects to ensure ease to all
stakeholders - fellow departments as well as citizens and other users. For the same,
the department has implemented e-governance in Raj Mahila Suraksha as the
frequency of this process is very high, to the tune of several lakhs per year, and is
increasing day by day. By integrating information technology, the project has
enhanced operational efficiency in administration and service delivery. Along with
this, re-engineering of this process has also implemented a transparent module which
enables complete accountability to citizens as well as department stakeholders,
standing true on all the key elements of good governance.

Capacity Building
The app provides Username and password based mechanism to track real-time
location of mobiles with the app and emergency SOS Alerts. With the SOS feature,
the emergency contacts and Police will receive SOS Message, email and Location of
the person in emergency in every 30 seconds. There are more than 10,000 active
users with over 25,000 transactions have been done by the Mobile Gateway.
Rajasthan has implemented an integrated scheme of capacity building and as per a
policy decision it has been decided that every project is going to be having a specific

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component of IEC as well as capacity and capability building. It was ensured under
the concept of “Suraaj” that is good governance that every e-governance initiative is
first implemented at the village level, that is called Last Mile, but Rajasthan
considered it to be the First Mile. As the Chief Minister believes reaching the key
beneficiaries first, which are at the village level? The project is then implemented at
Gram Panchayat level and subsequently to districts covering the complete state. The
project’s capacity building plan is enhanced every six months and is validated
through internal evaluation, dipstick surveys as well as external third party checks , to
ensure whether the capacity, capability and IEC activities have been enough or not.
Also, the implementation done by the government is properly utilised by the
beneficiaries or not.

Change Management in terms of Leadership Support

To enhance the effectiveness of the App development, maintenance and recording of
system & administration is handled by in-house deployed team with more than 100
members. Mandatory security audits by internal as well as external resources every
quarterly. Rajasthan has been very specific about ensuring that Change management
is done for every single initiative and it is dully recognised that people and
stakeholders are made equal participants to the project. Which means any stakeholder
who is having an impact or is impacted by the project is enjoined upon on the journey
of final decision making in regards to implementation of the project. External and
internal experts are hired for the process of change management to be hand in hand
with technological implementation of every project.

Technology including Social Media

This app aims to institutionalize in the police system across the country. The app aims
to instil a sense of safety among women, substantially reduce gender crimes,
empower women & communities & spread awareness on self-safety. Along with this,
extensive promotions on social media platforms are done on daily basis to reach till
the last mile. For every project implemented by the state, the Government of
Rajasthan has always guaranteed having the best of the class infrastructure and
advanced technologies to be made available. Rajasthan has the biggest Big Data
Cluster in the country as well as the biggest cluster for IBM pure app solutions and
Oracle echo data, making the state a Tier Three data centre of the country. We have
more than 4000 servers running out of the State data centre with the total capacity of
7 petabytes over which the entire set of applications and storages run. It is ensured
that for every project the best set of technology is obtained for implementation of a
project, wherein the Department of IT and Communications or an external Technical
committee decides upon what technology is going to be used. It is a mandatory state
policy to get any project more than 25 lac to be approved by the State E-governance
mission team head by Principal Secretary of IT Department.

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Rajasthan happens to be the most progressive state in the field of Social Media. Our
Hon’ble Chief Minister Smt. Vasundhara Raje is the most followed Chief Minister on
Facebook and Twitter with the following of more than 80 lakhs. For every IEC,
Change Management and Skill Building, social media is considered as important a
platform as print or electronic media by the government. Due to social media’s reach
till the last mile, it is judiciously used for promotion of the scheme, as well as to
enhance user experience.
Prominent government pages;
CMO: Following of more than 7Lac
GOR: Following of more than 5Lac
E-Mitra: Following of more than 2Lac

VALUE INDICATORS
Learning for Sharing
Before the launch of app, an extensive training of officials was conducted. Every
feature of the app was tested & a mock of real life situations were created to see the
feasibility of app, response time, attentiveness of women and much more. The
trainings were originally conducted at the State level, with subsequent training at
Division, District, Block, Tehsil and GP Level. The app has facilitated:

 Enable location tracking

 Emergency - Press Power button thrice to enable SOS
 Web based centralized control - self and family
 Raise Alarm - Enable ‘Hooter’ in a click
 Use Flash Light in the dark
 Mobile map based location alert

Digital Empowerment
Financial Inclusion is a key enabler to economic, social and transaction security of a
country, thereby driving inclusive growth. It is for this reason that financial inclusion
has been one of the key priorities for Government of Rajasthan. Rajasthan has always
used innovative technology as an effective tool to expand financial inclusion, through
various initiatives like Direct benefits Transfer, Mobile banking, Aadhaar enabled
banking accounts, e-KYCs and many more. The government always ensure that every
single project is bi-lingual in nature. Mandatory guidelines from Hon’ble Chief
Minister and Chief Sectary of the state every application platform and front-end
portal are in Hindi as well as English. Rajasthan has seven divisions and each division
has its specialised portal and sectorial application aligned with the demographic and
cultural aspect of that specific area.

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Green e-Governance
 Rajasthan State Date Centre is a 100% green data centre. The upcoming data
centre in the state in going to be a Tier 4 data centre in the state and the only
Tier 4 data centre in the country which is owned, operated and controlled by
the government. Government of Rajasthan judiciously follows every policy of
Green IT, along with this the state also has its own Green IT policy which is
followed by all departments and outsourced sectors religiously. All
environment friendly practices with respect to creation, use and disposal of
ICT gadgets and infrastructures are followed. The Rajasthan Green IT policy
has been prevalent since the year 2007 and was revised in the year 2015.

Shri Akhil Arora, Principal Secretary, Department of Information Technology &

Communication, Jaipur, Government of Rajasthan, [email protected].

Shri Deepshika Saxena, Joint Director, [email protected].

Shri Manu Shukla, Project Officer and Consultant SeMT, Department of

Information Technology & Communication, Government of Rajasthan,
[email protected].

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 Section – IV
eGovernance Projects
 D-Krishi – Aadhaar enabled Seed Distribution System

D-Krishi – Aadhaar enabled Seed Distribution System

Commissionerate of Agriculture, Guntur, Government of Andhra Pradesh

M Hari Jawaharlal and D Rama Prasada Rao

Project Overview
Government of Andhra Pradesh distributes different seed varieties of various crops
and micro nutrients to farmers on subsidised rates every year before the
commencement of Kharif or Rabi seasons. This is to facilitate farmers to sow the
seeds and use micro nutrients in their respective fields in a timely manner with
minimum or no investment as per requirement. Thus the farmers are to be saved from
spending larger amounts of money for procurement of seed and other micro nutrients.
The manual system in place earlier could not stop mal practices and resulted law and
order problems elsewhere in distributing the seed. In this background NIC was asked
to develop foolproof system and the same is implemented in a staged manner.

Scope: The system enables distribution of pertaining to different varieties of

identified crops to around 14 lakh eligible farmers spread in 670 mandals in 13
districts of Andhra Pradesh State. System is in place to validate Farmer information
with available Webland database, family information with ration card data in PDS
database, Tenants data with LEC and COC databases and Aadhaar authentication of
farmers with CIDR database through web services.

Objectives: a) Eliminating bogus pattadar passbooks and recycling of pass books, b)

ensuring no double benefit, c) avoiding middlemen intervention, d) providing real
time information on stock procurement, movement and stock balances, e) distributing
seed or micro nutrient to every eligible farmer in a peaceful and planned manner, f)
providing real time MIS reports to support decision making to government
functionaries.

Present Status
Being implemented in all 13 districts of the state to allocate and issue different
varieties of various crop seeds and micro nutrients to farmers on subsidy basis. About
11.28 lakh farmers are allocated about 10 lakh qtls of seed/MN out of which 10.15
lakh farmers lifted 9.45 lakh qtls of seed/MN. The subsidy value spent from
government side is about 210 crores. Further, issue of contingency seed as per
government orders is initiated in 6 districts.

Key reasons for nomination

1. Unique nature of the project in identifying the beneficiary through Aadhaar
authentication for distribution of seed varieties/micro nutrients
2. (Anantapur is the first district in the country to use the technology for seed
distribution using Aadhaar authentication)
3. Cross validation of farmer/tenant information with other databases viz.
Webland, COC and LEC
4. Facilitation of real time reports and services that were not available earlier

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5. Maintenance of transparency in the system and

6. Ensuring proper spending of subsidy amount by the government while
ensuring seed/micro nutrient is issued to all eligible farmers

RESULTS INDICATOR
Key Performance
Following are the services are as below -
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Registration of Users 325 500 3900
Registration of seed entitlement 3 40 4000
Stock Registration 4 lakh qtls 2.5 lakh qtls 15 lakh qtls
Registration of Farmers with 3.65 lakh 2.10 lakh 11.28 lakh
Aadhaar authentication
Farmers delivered Seed/ Micro 3.54 lakh 2 lakh 10.12 lakh
nutrients
Qty of Seed/ Micro Nutrients 3.10 qtls 2 lakh qtls 9.45 lakh qtls
issued

b. e-Services of 2016-17 through various delivery

channels (% of volume)
On line Department
Web Counters
Registration of users 300 -
Data entry of seed
40 -
entitlement
Stock entry of Seed
6 lakh qtls -
varieties
Farmers authenticated
- 5.75 lakh qtls
with Aadhaar
Farmers delivered seed/
- 5.54 lakh qtls
micro nutrients
Qty of Seed/ Micro
- 5.10 lakh qtls
Nutrients issued

Description of e-Services
Registration of users
Officers/operators pertaining to department are registered at various levels through
online to perform stock entry of seeds/micro nutrients, entitlement of seed per farmer
per acre and farmer registration and delivery of stock as per roles assigned.

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Stock Registration
Mandal level user enters the stock particulars for each seed variety and micro
nutrients that are to be distributed.

Registration of seed entitlement

Authorised users register the seed/micro nutrient entitlement particulars variety wise.
For ex.: A farmer is entitled 0.3 qtls of groundnut upto 0.5 acrs, 2 bags between 0.5 to
1 acre, 3 bags between 1 to 2 acres and 4 bags above 2 acres.

Registration of Farmers
It is informed in advance to farmers of each village through public announcement,
tom tom etc. to register themselves in nearest Department counter located in Mandal
Head quarter with proper schedule and get issued the seed/micro nutrient. Farmers or
their family members arrive to the specified counters on prescribed dates with PPB,
Xerox copy of Aadhaar for availing the seed. Operators at counters authenticate the
farmer and register him/her using the mobile App with Finger Print or IRIS. Farmer
opts for the required seed/micro nutrient and an OTP is issued to his mobile for
getting the same through delivery point. Those who could not be authenticated are
authorized by local Tahsildar.

Stock Delivery
Stock of seeds or micro nutrients for which farmer has opted, is issued through a
separate App in delivery counters. Operators seek the Aadhaar and OTP from farmer
and issue the allocated seed/micro nutrient after getting the subsidized payment.

Implementation
Implementation Coverage as on today
The application is being implemented in 3000+ counters of 670 mandals in 13
districts of Andhra Pradesh State. The Stake holders include

Government: Responsible for release of distribution schedule, price fixation for

procurement of seed/micro nutrient, distribution of Seed/MN and subsidy portion to
be applied and other important policies.

Officers and mandal level staff of Department of Agriculture: Department is

responsible for framing of policies, moving files to the attention of Government and
to coordinate with Government from time to time. Officers and mandal level staff are
responsible for online stock entry, registration of entitlement and field level
implementation. Training is provided as per requirement to various levels.

Seed supplying agencies: The agencies are responsible for procurement of seed/micro
nutrient, supply and position at identified points in Mandals and ensure proper
delivery of seed/micro nutrient to farmers using mobile App.

National Informatics Centre: Responsible for design, development and maintenance

of software, Hardware, web services and conduct of technical training to master

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trainers at state and district level. District Informatics Officers of NIC conduct
training at District level to field level functionaries of department in implementation.
Farmers appreciated the system in all subsequent meetings and gatherings and thus
provide support to continuity of the new system

BSNL/Mobile Operators: Provide required network and bandwidth so that mobiles or

digital TABs operate with high performance speed and hence facilitate speedy
disposal of inputs to farmers.

New Services / Enhancements

Stock Entry of Seeds/Micro Nutrients: The stock entry of seeds/micro nutrients is now
enabled in the mobile App and can be done through digital TABs.

Aadhaar authentication: Farmers/family members are authenticated using web

service obtained from CIDR
Display of land information: Based on Aadhaar, land extents owned/farmed by
farmer/tenant across the state is obtained through web services from databases of
Webland, CoC and LEC and displayed. Farmer can select one or more land extents
for sowing a particular seed and get the allocation. Remaining extents can be selected
for other seeds.

Display of family information: If family member arrives to collect the seed,

information from PDS database where farmer is a member is displayed and
incumbent is selected for allocating the seed/MN.

An OTP is issued to farmer’s/family member’s mobile for collecting the seed/MN at

delivery point. This replaces the QR code scanning and eliminates necessity of
coupons existing in initial implemenetation.

At delivery point, Agency operator enters aadhaar and OTP of the farmer and issues
the allocated seed/MN after receiving the payment through mobile App.

Key Achievements
1. Long queues are not at all seen which was a common scenario in manual
system till 2015.
2. Minimum manpower is deployed and achieved high efficiency
3. Village wise distribution is planned and executed in a peaceful manner.
4. Double benefit, recycling of pass books completely avoided
5. No scope at all for middlemen intervention
6. Due to the measures observed in the system, farmers are assured of getting
their seed and hence no rush or unrest seen at any point of time
7. Encouraging participation of honourable ministers and public representatives
inspired farmer base and helped improving confidence about the system

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 D-Krishi – Aadhaar enabled Seed Distribution System

ENABLER INDICATORS
Government Process reengineering
 In place of manual stock registers, online registration of stock procurement
and movement is introduced.
 Permits which are recyclable are replaced with unique OTPs to avoid any
duplicity
 Stock entitlement registration is enabled on per acre/per bag basis for easier
disbursement of seed/micro nutrient
 Manual stock delivery system is replaced with Digital TAB mode..
 Sufficient stock is procured well in advance to ensure availability
 Public representatives, department officials, farmers are informed of the
system in advance and sufficient time are given for understanding, discussions
and negotiations.
 Special meetings conducted to demonstrate and convey public representatives
about the benefits of proposed system

Technology adaptations/ Innovative deployment

 Adapted android technologies for capturing stock procurement details. These
details are updated at server side immediately using web services.
 Field level deployment of mobile app is planned and adapted successfully for
registering farmers and delivery of stock with instant updating of balances at
server.
 Real time information is provided through online reports and linked to CORE
Dash board

Capacity building
 Officers at department level are enlightened with the benefits of Aadhar
enabled seed distribution.
 Master Trainers at department level are trained to register users, stock
entitlements and user management.
 DIOs of NIC conducted workshops and training at district level through Video
Conferencing covering all field level staff at mandal level for smooth
implementation of the project
 BSNL broadband network is installed a mandal level registration points to
ensure faster registration of farmers

Change Management
 Change in policies, new guide lines for issue of agricultural inputs are
communicated from department and incorporated in the application within
best possible time.
 Implementation issues are identified at field level with the support of field
level staff and software is revised from time to time to meet revised
requirements.
 Version control is in place to ensure implementation of latest version of
application at all locations.

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 Digital Empowerment - A cornerstone for eGovernance

Industry best practices, standards followed

 Unique OTP is planned for each Aadhaar and issued to farmer so that no other
farmer can get the seed for the given Aadhaar
 Five counters are put in place in each of 670 mandals where four are equipped
with finger print devices and one with IRIS for authenticating the farmers
 Tahsildar authentication is used where both finger print and IRIS
authentication are failed.
 BSNL broad band connectivity is provided for registering farmers where no
tower connectivity is available
 Validation of farmer/tenant data is performed using web services so that it is
in sync with real time information

Role of leadership by way of policy support/ direction

 Government level intervention is in place to fix the pricing, distribution
schedule and monitoring mechanism of implementation of the application
 District Collectors personally involve in the project to administer and ensure
smooth distribution
 Department of Agriculture plays the key role in mediating with government in
framing the policies, circulating guide lines, release of software versions to
mandal level from time to time.
 Honorable Minsters and Public representatives involved in the distribution
process and advocated the use of technology among farmer base to improve
their confidence

Any other
Farmers who could avail seed for their land in multiple villages using multiple
pattadar passbooks earlier are now restricted to one time benefit irrespective of land
holdings they have across the district. This enabled distribution of seed to maximum
number of small/marginal farmers.

VALUE INDICATORS
Learnings for sharing
Farmer management: Farmers rarely come onto roads where there were technical
issues viz. non availability of server/net work due to natural calamity of cyclone or
others. Administrative support is provided in an excellent manner in such scenarios to
pacify the farmers and convince about technology constraints.

Last mile network connectivity: It is always challenging to have good network

connectivity at delivery points i.e. godowns which are usually located at outskirts of
mandal head quarters. Extending broad band connectivity is also a challenge. Only
2G network is found operational at minimum speed at some of these points. To
address this issue, this scenario is simulated and mobile app is tested with very low
speed and tuned properly so that stock delivery to farmer is ensured without any
problem.

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 D-Krishi – Aadhaar enabled Seed Distribution System

Digital Empowerment
All the field level functionaries numbering 670 Mandal Agricultural Officers,
670 Tahsildars, 500 executives of Agriculture and Revenue departments and around
3000 field level MPEOs are well trained about the system to ensure smooth
distribution.

Further, village level workshops are conducted by Agriculture department to

enlighten the farmers about the new technology. Farmers have come forward on their
own to test the simple authentication mechanisms, verification of data before availing
the seed and felt comfortable with the new technology. The system also imposed
confidence in farmers that the seed/micro nutrient cannot be deviated and their
portion is secured till their turn. This resulted entire process of distribution in a
peaceful manner.

Green e-Governance
 Use of coupons manual or printed is completely eliminated and OTP
technology is used
 All types of registers are provided electronically eliminating manual registers
 Simple enquiries based on OTP is enabled in system to save time and paper
stationery

Dr M Hari Jawaharlal, Special Commissioner, Commissionerate of Agriculture,

Guntur, Government of Andhra Pradesh, [email protected]

Shri D Rama Prasada Rao, Scientist – E/Technical Director, National Informatics

Centre, AP State Centre, Vijayawada, Andhra Pradesh, [email protected]

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 Mobile Based Paddy Procurement through PACS
Co-operative Department, Patna, Government of Bihar

Amrit Lal Meena and Shailesh Kumar Shrivastava

Project Overview
Mobile Based Paddy Procurement through PACS is a mobile and web-based e-
governance application to facilitate paddy procurement through PACS (Primary
Agriculture Credit Society) and Vyapaar Mandal across Bihar. The payments made to
PACS and farmers are also monitored using the application. This is one of the largest
mobile based application roll-out in the state. This is a G2C and G2G initiative by
Co-operative Department, Government of Bihar to track paddy procurement, its
milling & delivery of rice by millers through Mobile App. This application solves
the problem of information gap observed in paddy procurement, conversion to rice
and delivery & subsequent management of rice at the Depots. The resultant output is
to have real time data on procurement process.

Features of Mobile Based Paddy Procurement through PACS Application:

 Centralised Registration of Farmers after verification of records.
 Aadhaar Authentication of Farmers for digital identity.
 Use of Android Phones to collect data related to Paddy Procurement from
farmers, supply to SFC, supply to millers, receipt of CMR from millers and
supply of CMR to SFC from Chairman PACS and Vyapaar Mandal located at
8400 Panchayats across Bihar.
 Generation of on-line payment advice through mobile apps.
 Bankers Module for reporting about payments made to PACS and SFC.
 DCO Module for approval of PACS, Vyapaar Mandal and Millers to be
involved in procurement of paddy for current financial year.
 Administrative module for allotment to co-operative banks.
 Inspection of PACS regarding availability of grains.
 Society Registration
 Registration and Approval of PACS Members for PACS

The Co-operative department, Government of Bihar has initiated a set of reforms to

improve the entire functioning of the department including its Food grains
procurement system though Primary Agriculture Co-operative Society (PACS) which
had been undermined by lack of transformation, delay in payment to farmers. To
make the whole system transparent and avoid the delay in payment to farmers, the
government adopted an ICT based solution to create a transparent and accountable
delivery mechanism by automating the entire business processes of the department,
PACS and Cooperative Banks. Mobile Based Paddy Procurement through PACS is a
complete technology based solution for delivery of services in achieving the objective
of the department towards efficient procurement system, timely payment to farmers.
The various activities of PACS are being tracked and results in better control and
management of transactions at headquarter level and provides MIS Report based on
requirements.

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 Mobile Based Paddy Procurement through PACS

Objective of the Project

 Registration of State level Farmers database so that this can be used for extending
other subsidy related benefits.
 Access of paddy procurement information on real-time basis.
 Payment to farmers through central co-operative banks.
 Monitoring of delay of payments to farmers.
 Undertake computerization of PACS/ District/ Sub-division/ Headquarter level
offices to ensure electronic delivery of high volume services to the beneficiaries.
 Efficient delivery of services with improved service levels in an efficient, secure
and integrated manner.
 Enhance transparency in operations to mitigate leakages and diversion of funds.
 Improve the delivery mechanism so PDS commodities reach the target population.
 Involve citizens in the monitoring process to enhance accountability.

Cooperative Department is delivering various services under certain schemes to the

farmers of the state. As PACS is working as an executing body and is also one stop
shop for delivery of services to its members. In the process it interacts with various
stakeholders in the entire lifecycle of service delivery. For execution of these services
financial transactions is also of prime importance and to attend this there are
cooperative banks available at district level. Under each DCB, there are PACS
registered and entire financial transaction of those PACS is done. In this case there is
a situation arise where silos of frozen assets are maintained in heterogeneous formats
in multiple offices of the department situated at varying geographical locations. The
envisioned solution aims at bridging the gaps between people, processes, applications
and systems which in turn will result to efficient delivery of services with improved
service levels. The application has been implemented as an automation of entire
process flow of the department and also of the PACS with the possibility of seamless
integration with cooperative banks (CBS) for providing services to the farmers of the
village in a more efficient manner. For achieving the above mentioned objective of
seamless integration, three distinctive applications are envisaged for the direct
stakeholders of the entire project and integrated in such a manner that all the services
/ information is available through a single window. The overall solution is envisaged
in such a manner where an integrated and data sharing between the application is
seamless. Farmers are being registered online and once paddy is to be procured from
them, they are also being given computer generated receipts. Standing instruction to
the bank is being generated by the system for the payment to farmers and delivery
orders for movement of paddy from the procurement centres to the miller and storage
centres are printed in real time. To overcome the little to no connectivity at the village
panchayat level, the application has been designed to work in an online-offline
environment using mobile phones and designed to work for a network environment to
access the information & update the data by different users simultaneously. .

Till this date 5557 number of PACS, 521 Vyapaar Mandal and 160 Millers have been
registered through the system and 454805 MT Paddy procurement has been reported
through System.

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 Digital Empowerment - A cornerstone for eGovernance

The following are the key features of the application

 The application portal can be accessed via a variety of established channels,
including Internet, Department offices, Mobile App etc.
 The application portal is the single window for the delivery of all the services
related to paddy procurement of the cooperative department.
 Standardization of the Content framework and Website design has been done
as per the guideline given by the department.
 Consolidation of all the information presently available at existing
departmental websites & portals.
 Consolidation and Digitization of all the electronic forms related to various
services available.
 Integration with Aadhaar platform and SMS gateway.
 The application facilitates real-time alerts to the stakeholders.
 Content personalization and Content management.
 Consistent and easy-to-use interface:
 Mobile apps are available on Play Store.

This is a G2C and G2G initiative by Co-operative Department, Government of Bihar

to track paddy procurement, its milling & delivery of rice by millers through Mobile
App. This application solves the problem of information gap observed in paddy
procurement, conversion to rice and delivery & subsequent management of rice at the
Depots. The resultant output is to have real time data on procurement process. Mobile
The application utilizes the massive reach of mobile phones and harness the potential
of mobile applications to enable easy and round-the-clock access to public services,
especially in the rural areas. The mobile framework aims to create unique
infrastructure as well as application development ecosystem for m-Governance.
Mobile technology is being considered as a vital part in an e-government system.
Citizens need this information and sometimes are critical for them in making
decisions and forming any opinions. Timely information delivery to public promotes
democracy in the country and creates accountability. The current project focus to
carry out the full potential of convergence of GIS and Mobile Technology for
automation of management of co-operatives at lowest level, with emphasis on
technically viable infrastructure solution based on sustainability principles.
Integration of GIS and Mobile has objective to enable a single window access to
information and services being provided by various formations of co-operative
department and to establish a collaborated environment.

RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Registration & Verification of Farmers 2,45,000 8,75,000 13,45,000
Paddy Procurement Details 14,66,000 30,35,000 46,54,000
Payment for Farmers 3,45,000 6,36,000 8,56,000

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 Mobile Based Paddy Procurement through PACS

b. e-Services of 2016-17 through various delivery channels (% of volume)

Others
Mobile
On line Department including any
CSCs Gateway
Web Counters Social media
SMS
Mobile App
Registration & 45% 15% 20% 20% NA
Verification of
Farmers
Paddy 20% 5% 5% 70% NA
Procurement
Details
Payment for 15% 5% 15% 65% NA
Farmers

Description of e-Services
 Seamless management of data collected through mobiles during the
procurement process.
 Keeping a good data base of Farmers which can be shared among departments
for other subsidy.
 Monitoring of paddy procurement related issues at the district and at the state
levels.
 Transparency and efficiency in paddy procurement management.
 Farmers are able to sell their paddy as close as possible by locating good
number of Paddy Purchase Centers through societies and agencies. The
District Administration tag the PPCs with clear delineated areas so as to cover
all villages in the State well in advance for farmers to register and sell their
paddy
 To ensure timely milling of procured paddy with effective and efficient use of
available Rice mill capacity through Custom Milling and timely delivery of
rice by the millers to Rice Receiving Centers of Bihar State Civil Supplies
Corporation Ltd.
 The application portal is accessed via a variety of established channels,
including Internet, Department offices, ePACS Mobile App etc.
 The application portal is the single window for the delivery of all the services
of the cooperative department.
 The payment for paddy purchased from the farmers by the State Agencies or
their authorized Societies is made either through direct transfer to the bank
account of the farmers or through A/C payee cheque within three to seven
days of the purchase.
 Online application process for registration of Co-operative Society
 Online Registration of Members of PACS
 To generate daily inventory report at Mobile App
 To create M.I.S for the services delivered form all offices of the department
 To create M.I.S for the services (Procurement of paddy, Wheat, Fertilizers,
seeds, insecticides, etc.) delivered at PACS.
 Accept and redress complaints on line

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 To generate Implementation report of recommendations through

supervisory/legal inspection and enquiries.
 To facilitate payment to farmers using payment gateway such that farmer gets
the right amount against their agriculture products such as paddy, wheat, etc.
 Undertake computerization of PACS/ Division/ District/ Sub-division/
Headquarter level offices to ensure electronic delivery of high volume services
to the beneficiaries.
 Efficient delivery of services with improved service levels in an efficient,
secure and integrated manner.

Implementation Coverage as on today

Comprehensiveness of reach of delivery centers
 38 (Thirty Eight) Districts of Bihar
 534 Blocks of Bihar
 5557 Primary agriculture credit society co-located with Panchayats
 521 Vyapaar Mandal
 160 Millers
 26 Co-operative Banks
 Citizens of Bihar State through Web Site http://cooperative.bih.nic.in/
Number of delivery centers
 38 (Thirty Eight) NIC district centres of Bihar
 534 (Five Hundred and Thirty Four) Blocks of state of Bihar
 5557 Primary agriculture credit society
 26 Co-operative Banks

New Services / Enhancements

The following are the key Services of the application:
 Farmers are able to sell their paddy as close as possible by locating good
number of Paddy Purchase Centers through societies and agencies. The
District Administration tag the PPCs with clear delineated areas so as to cover
all villages in the State well in advance for farmers to register and sell their
paddy
 To ensure timely milling of procured paddy with effective and efficient use of
available Rice mill capacity through Custom Milling and timely delivery of
rice by the millers to Rice Receiving Centers of Bihar State Civil Supplies
Corporation Ltd.
 The application portal is accessed via a variety of established channels,
including Internet, Department offices, ePACS Mobile App etc.
 The application portal is the single window for the delivery of all the services
of the cooperative department.
 Standardization of the Content framework and Website design has been done
as per the guideline given by the department.
 Consolidation of all the information presently available at existing
departmental websites & portals.

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 Consolidation and Digitization of all the electronic forms related to various

services available.
 Search functionality helps to query both structured and unstructured content
by keywords.
 The software application is technically capable to integrate with mobile
network for delivery of Status report to the stakeholders.
 The application is accessible through mobile interface and it has Consistent,
easy-to-use interface
 The payment for paddy purchased from the farmers by the State Agencies or
their authorized Societies is made through direct transfer to the bank account
of the farmers.

ENABLER INDICATORS
Government Process Re-engineering
The e-governance solution aims at bridging the gaps between people, processes,
applications and systems which in turn will result to efficient delivery of services
with improved service levels. This is only possible by backend computerization of
PACS/ Division/ District/ Subdivision/ Headquarter level offices to ensure electronic
delivery of services to the farmers. The application has been envisaged as an
automation of entire process flow of the department and also of the PACS with the
possibility of seamless integration with cooperative banks (CBS) for providing
services to the farmers of the village in a more efficient manner. The overall solution
is envisaged in such a manner application works in integrated manner and data
sharing is seamless. Farmers are being registered online and once paddy is procured
from them, they are also being given computer generated receipts. Standing
instruction to the bank can be generated by the system for the payment to farmers and
delivery orders for movement of paddy from the procurement centres to the miller
and storage centres are printed in real time. To overcome the little to no connectivity
at the village panchayat level, the application has been designed to work in an online
as well as detached environment using mobile phones and designed to work for a
network environment to access the information & update the data by different users
simultaneously.

Capacity Building

State PROJECT Core Team

NIC, Bihar and Co-operative Department, Government of Bihar has notified officers
as Project Members of project team. This also have members from administrative
officers, engineers, who advices and assist during project implementation. This team
is supported by a team of programmers well versed in adopting online web
applications and provides technology implementation of the Project. This team work
under overall supervision of Principal Secretary, Co-operative Department,
Government of Bihar and State Informatics Officer, Bihar. The project team consists
of officers nominated by NIC along with hired programmers well versed in
application development using technologies such as web applications, GIS
applications, Mobile Applications, other multi-channel delivery Systems.

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User Department Core Team

In order to support project at department level it is necessary to create and train a
group of resource persons who can work at department level and integrate MIS
applications with GIS. User department has formed a cell with hired manpower and
domain experts. These people have been trained on using application by Central Core
Bihar team. These people not only co-ordinate with Central Bihar team but also
interact with field formation for collecting data. In addition the cell can motivate
decision makers to use ICT in decision making process and create a ICT enabled
environment for planning and monitoring.

Resource Persons at District Level

In order to support project at district and Block level large chunk of data has to be
uploaded to department level at regular basis. Kind of Parameters required at decision
making has to be identified by the district. District officials dealing with data have
been trained and equipped both for uploading data, data standardization and also they
can use ICT as a tool for decision making. Proper h/w and software infrastructure has
been created at field formations for updating data. District Informatics Officer/IT
Manager has been trained to use the application and provide technical support to the
Project.

Workshops on Adoption of Latest Technologies

Workshops have been conducted for various stakeholders of the project to make them
understand about available technologies and best practices In order to support
project at district and Block level large chunk of data has to be uploaded to
department level at regular basis numerous training programme has been conducted
by Master trainers as well as Video Conferencing. Currently there is emphasis is on
using Mobile technology to deliver services and gather data from field formations.

Change Management in terms of Leadership Support

Project Management & Monitoring Adopted
State Level Apex Body
This has been constituted under chairmanship of Chief Secretary, with Principal
Secretary/Secretary of Participating departments as members along with State
informatics officer, MD, BELTRON.

State Level Steering Committee

This has been constituted under chairmanship of Principal Secretary, Co-operative
Department with Nodal Officer of Participating departments, Two Representatives
from districts and Project Co-ordinator, NIC, Bihar as members.

District Level Executive Committee

This has been constituted under chairmanship of District Magistrate of respective
district of Govt. of Bihar with Nodal Officers of participating departments, Two
Representatives of Blocks and DIOs/ADIOs of NIC as members.

Technology including Social Media

Use of new and emerging technology

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 Online System facilitating access by all paddy procurement related offices of

the state.
 Integration of SMS service for communication [Both PUSH and PULL
Service]
 SMS alert at every stages of processes
 E-mail being used as mode of communication to stakeholders.
 Help Desk and Enquiry Facilities through Website.
 Mobile App for uploading data from remote locations
 GIS technology to facilitate spatial analysis.
 SMS based reporting and DASHBOARD for stakeholders
 Use of technology in the grievance solving
 To dispose the complaints within the given time frame
 Making the process transparent
 Data storage for future use
 Cutting short of the physical system process
 Social Media for Getting feedback and comments from citizen to improve
processes.

VALUE INDICATORS
Learnings for Sharing
Primary Agricultural Credit Society (PACS) is a basic unit and smallest co-operative
credit institutions in state government. It works on the grassroots level gram
panchayat and village level. PACS is a primary level cooperative society across the
state and this is being operated with democratic system. Its main objective is to fulfill
all the necessities of rural agriculture credit. The cooperative sector still plays a major
role in supply of short term credit to the agricultural sector. In order to achieve the
Plan target, all out efforts have been made to strengthen the Short Term Cooperative
Credit Structure (STCCS) which includes PACS, CCBs and State Cooperative Bank.
The major role of PACS is to ensure the availability of fertilizer, seeds, and small
agricultural machines to their members and also sale of their agricultural products.
Banking profession is also being done by some PACS of state and its number is
around 800. The Rice mill, Ata Chakki, Oil mill, Cold Storage etc under the small
scale industry is being set up. Cooperative Department is delivering various services
under certain schemes to the farmers of the state. As PACS is working as an
executing body and is also one stop shop for delivery of services to its members. In
the process it interacts with various stakeholders in the entire lifecycle of service
delivery. For execution of these services financial transactions is also of prime
importance and to attend this there are cooperative banks available at district level.
Under each DCB, there are PACS registered and entire financial transaction of those
PACS is done. The Department of Co-operative, Government of Bihar has initiated a
set of reforms to improve the entire functioning of the Department including its Food
grains procurement system though Primary Agriculture Co-operative Society (PACS)
which had been undermined by lack of transformation, delay in payment to farmers.
To ensure Minimum Support Prices (MSP) to the farmers for different varieties of
paddy conforming to Fair Average Quality (FAQ) norms which they bring to the
Paddy Purchase Centers of PACS.

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The existing system had following problems:

 The department lacks data on individual credit requirements
 The department is not able to facilitate the co-operative institutions for
optimum pre positioning of agriculture inputs.
 The department is not able to create digitized data inputs for MIS at office
headquarters
 All the process is manual hence the data redundancy is a huge challenge
 The department is not able to assess training requirements of official and non
official personal
 The department is not able to provide single point services required by the
farmers/members
 Weak financial health of Primary Agricultural Co-operatives due to non
recovery of dues, lack of lower sales volume due to non availability of
Agricultural inputs
 Weak financial health of a few District Co-operatives Banks Co-operative
Banks due to weakness of primary Agricultural Co-operatives and lack of
repayments of District Coop. Bank Loans further loaning from the bank is
effected
 Non-existence of ICT Infrastructure and Non-availability of technical
manpower to handle the systems.
 Limited Availability of Mobile Phones and numbers
 Delay in Payment to Farmers
 Incorrect reporting and false information
 Nonexistent Standardization
 Non Availability of Farmer Database
So it was decided to introduce work flow based online System for Registration of
Farmers, paddy procurement and membership management of PACS.

Bottlenecks
 The Department of Co-operative, Government of Bihar has initiated a set of
reforms to improve the entire functioning of the Department including its Food
grains procurement system though Primary Agriculture Co-operative Society
(PACS) which had been undermined by lack of transformation, delay in
payment to farmers. The department is not able to provide single point
services required by the farmers/members
 Weak financial health of Primary Agricultural Co-operatives due to non
recovery of dues, lack of lower sales volume due to non availability of
Agricultural inputs
 Weak financial health of a few District Co-operatives Banks Co-operative
Banks due to weakness of primary Agricultural Co-operatives and lack of
repayments of District Coop. Bank Loans further loaning from the bank is
effected
 Non-existence of ICT Infrastructure and Non-availability of technical
manpower to handle the systems.
 Limited Availability of Mobile Phones and numbers

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 Delay in Payment to Farmers

 Incorrect reporting and false information and non-existent Standardization

Challenges
 Getting mobile number and mobile devices of chairman PACS was difficult.
 Sending the info in fixed SMS format/mobile application by all field staff -a
challenge, which has been met by regular training through district level
training as well as training through VC.
 Interaction with field officers by checking of invalid data senders from District
& State Hqs.
 Transfers caused problems as the officers carried their mobile with them.

Acceptance of new technology based system was a problem is some districts due to
old mind set but due to firm commitment from departmental head.

Digital Empowerment
Parameters Earlier Initiative New Software
Platform VB and MS-ACCESS SQLSERVER 2008 and .net
in only some Platform, C#, AJAX, ARCGIS
locations Server, Silver light, IIS
Localization English English and Unicode Support
Online Offline Online Software with work flow
management
Paddy Not Available on-line facilities and
Procurement and Mobile App
Co-operative
Management
SMS Support Not Available SMS Alert and SMS Monitoring
facility has been added for
monitoring
On-line Receipt Not Available Direct Benefit Transfer has been
Financial done in the project
Disbursements
Help Desk and Not Supported Available for Search Facilities
KIOSK
GIS Mapping of Not Done Available with web interface
PACS and other
facilities
Mobile App Not Available For Enquiry and Online
Reporting
Dashboard Dashboard User based dashboards most of
the stakeholders

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Key factors in the transition from earlier system to new system

 The department was not able to facilitate the co-operative institutions for
optimum pre positioning of agriculture inputs.
 The department was not able to create digitized data inputs for MIS at office
headquarters
 All the process were manual hence the data redundancy is a huge challenge
 The department was not able to assess training requirements of official and
non official personal
 The department was not able to provide single point services required by the
farmers/members
 The bottleneck in credit disbursements are:
o Weak financial health of Primary Agricultural Co-operatives due to non
recovery of dues, lack of lower sales volume due to non availability of
Agricultural inputs
o Weak financial health of a few District Co-operatives Banks Co-operative
Banks due to weakness of primary Agricultural Co-operatives and lack of
repayments of District Coop. Bank Loans further loaning from the bank is
effected
Parameter Earlier System New System
Incomplete and
Quality of Reporting Near Accurate
Biased
Reporting Lag 3 to 5 months Up-to-date
Frequency of
3 Months or more As per time schedule specified
Visit/Inspection
Quality Enforcement Best quality data with supporting
Poor Quality Data
/ Monitoring evidence
Transaction Volume Very less Now in Crores
Online Data 3 to 4 months
Up-to-date
Updation behind
Validation of Limited
Online Validation Procedure
Schemes Validation
Automatic
Preservation of Good Quality Records being
Not Available
Inspection/ maintained
Procurement Details
Transparency Less Transparent Transparent
SMS Alert Not Available Transaction based SMS Alert
Processes have been re-invented to
include new technologies such as
SMS, Mobile and GIS for delivery
BPR and Change
Not Done of services. Stakeholders have been
Management
trained to work in current
environment and the processes have
been notified.

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Parameter Earlier System New System

System is immensely beneficial to
Outcome/benefit Limited Co-operative department, PACS,
Co-operative Banks and Kishan
Rules for monitoring and reporting
Rules and have been notified by the
Not Available
regulations department and officers have been
asked to adhere to new rules.
Change in legal
Not applicable Not Applicable
system

Key Factors addressed for making Application to reach to Rural Masses:

 Mobile Solution works in both Offline and Online mode.
 No server requirement in the distributed environment across all the PACS.
 Offline application version and deployment management is done centrally and
additional services can be added or deleted from central server for the clients
 Automatic synchronization between the offline client and server whenever the
connection is restored.
 Aadhaar Integration with Kisan Database has been done
 Payments to the Farmers is being done through Banks Accounts only
 Secured and encrypted data in the local environment
 Content Repository with advance search facilities
 Full scalable solution horizontally and vertically
 On Line Reporting engine with dashboards
 Ease of management and high performance etc.
 Farmers are being registered online and once paddy is being procured from
them, they are being given computer generated receipts. Standing instruction
has been given to the co-operative bank for the payment to farmers and
delivery orders for movement of paddy from the procurement centres to the
miller and storage centres are printed in real time.

Green e-Governance
 The project has tried to popularize its motto of “THINK BEFORE PRINT -
save trees” among stake holders and citizen.
 Special training sessions are conducted for participants on Green ICT and its
impact.
 Adjust settings of IT systems to save power when not in use for short periods.
 Schedule tasks that need computer processing to be done in a block of time
 Avoid printing files if reading the same on the monitor will suffice.
 Operate computers, printers and other IT equipment with proper ventilation.

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 Use virtualization on servers, when available, to allow multiple operating

systems to run on each machine.
 Use e-mail when possible rather than fax to save on paper and energy used.

Shri Amrit Lal Meena, Principal Secretary, Co-operative Department, Patna,

Government of Bihar, [email protected]

Shri Shailesh Kumar Shrivastava, Scientist-E, National Informatics Centre, Patna,

Bihar, [email protected]

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 e-Krishi
Directorate of Agriculture, Goa

Nelson Figueriedo, Ulhas Pai Kakode and Saieesh Gandhi

PROJECT OVERVIEW
• To make available all information related to schemes and services provided by
the Department of Agriculture to all the farmers through a ICT based system
with a transparent and easy access mechanism.
• To Introduce Krishi card (Smart card) to uniquely identify farmer and
maintain a central repository under a unified framework of all information
pertaining to a farmer so as to facilitate faster processing of scheme
application through least paper work in a total transparent manner.
• To provide all the services on online mode.

Benefits to the Farmer:

• Dissemination of latest information about schemes and other programs to
create general awareness among farmers at panchayat level.
• Provision to get application status for various schemes through SMS, email,
online website, etc, eliminating the need to visit agriculture office.
• Interaction between farmer and authorities are reduced, making system
transparent.
• Faster processing of application of various schemes.
• To provide multiple provision to all stakeholders especially farmers for
accessing information and services in agricultural sector. On an average a
farmer spends Rs. 200 on each scheme application i.e in getting the necessary
scheme documents like Record of Rights, Affidavits, photocopies of his
identity cards etc and the same amount is added each time the farmer applies
for any of the scheme. However, after computerization farmer need not submit
all the documents, he/she has to submit the unique Krishi Card number and the
system will make the details and documents available for availing scheme
resulting in substantial cost savings to the farmer.

Benefits to the Department:

• Online reporting and monitoring facility.
• Detail management information system for planning and scoping of scheme.
• Number of farmers visiting the department has reduced.
• Computerization has provided identification of duplicate land beneficiaries.

Planned Coverage:
The software is available across all 12 Zonal Agricultural Offices and at
Headquarters. Extension Executives at panchayat/municipality level are also factored
to provide information to farmers at the ground level. Above all, the application can
be accessed from public domain eliminating the need to provide hard copy.

Present Status:
Introduction of Krishi Card to about 32300 farmers(With 90% Aadhaar
Authentication), all the department services are rolled out online. Provision is made

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to apply online for new Fertilizer License (Dealer and manufacturer), Insecticide
License (Dealer and manufacturer), Nursery License and Seed License on the
department website www.agri.goa.gov.in.
Key reasons for nomination:
1. Project uses web services of Directorate of Settlement and Land records to
fetch Form I & XIV (Record of Rights) information of the farmer for verifying
land records.
2. Online Services, payment gateway for all applicants in order to make online
payments for various departmental services.
3. Application Status reporting using mKisan SMS service.
4. Provides a workflow based software to all the users to avail and process the
services on online mode.
5. Massive Government Process re-engineering.

RESULTS INDICATORS

Key Performance
Following are our key result indicators and their respective performance against plan-
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Krishi Card Registration 12671 7036 3377
Support Price Scheme NA 13408 13232
Mechanisation NA NA 367
Licensing NA NA 189

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs Department Mobile Others
Web Counters Gateway including any
SMS Social media
Mobile App
Krishi Card 6 0 3377 0 0
Registration
Support Price 0 0 13232 0 0
Scheme
Mechanisation 0 0 367 0 0
Licensing 72 0 117 0 0

Description of e-Services
Krishi Card Registration
Prior to implementation of e-services, department was not sure of total number of
farmers in the state and their land details. With introduction of e-services today we
know the exact number of farmers in the state with their land details, making
available the crucial data base of farmers in Goa. Also the duplicity was eliminated.
Actual cards blocked as per the policy of one card per family=143.

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 e-Krishi

Support Price Scheme

Support price is a scheme which is in vogue for the last 20 years, yearly about 10,000
farmers utilise the scheme. 2016 onwards completely digital way of processing the
scheme is implemented.
*2012-13 2013-14 2014-15 2015-16 2016-17
No. of Subsidy No. of Subsidy No. of Subsidy No. of Subsidy No. of Subsidy
Farmers in lacs Farmers in lacs Farmers in lacs Farmers in lacs Farmers in lacs
18065 2150.59 19110 2255.41 6834 628.18 12088 1764.78 13232 2283.3
*As seen from the table there has been considerable decrease in number of farmers
and assistance disbursed for 2014-17 vis-à-vis 2012-2014 after the implementation of
Software based calculations.

Mechanisation
All subsidy calculations are generated through system, reducing the stress among the
officers and farmers, creating a uniform calculation within the department. Also
Eligibility is directly calculated within the system, eliminating the need to use manual
files to check the eligibility.

Licensing
Prior to implementation of eKrishi Application, the licensing module fee calculations
were manual and was difficult to keep track of licenses that were renewed. Now after
introduction of ekrishi all Fertilizer, Insecticide and Nursery dealer license
registration and renewal process are online with a provision to make online payments
towards the service.

Implementation
Implementation Coverage as on today
The software is available across all 12 Zonal Agricultural Offices and at
Headquarters. Extension Executives at panchayat/municipality level are factored to
provide information to farmers at the lowest level. All the stakeholders i.e farmers
and Business are covered. It has been made mandatory for Business to apply on
online mode only to avail the services, however help is provide to farmers in the form
of data entry operators to upload their application to the online software. All the
services were thoroughly re-engineered to remove the redundant steps and fresh
guidelines were issued to make the services simpler.

New Services / Enhancements

• A common process flow is now available at all the offices enabling a uniform
system across all the offices.
• Duplicate claims and wrongful claims being weeded out by the software is
helping save the government a lot of money.
• Earlier farmers have been claiming multiple benefits from the same parcel of
land by showing the same parcel of land for multiple crops, presently the
farmer has to declare the cropping pattern and the share of lands for each crop

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thus curtailing wrongful claims. The actual benefit has been that the assured
price scheme benefits paid out by the govt have substantially decreased.
• Similarly a total number of Krishi cards have been blocked as per the govt
policy of one Krishi card per family, earlier the provision was misused by
farmers declaring lands for all the family members thus avoiding the ceiling of
various schemes.
• Integration of e-sign and Digi locker is in process

ENABLER INDICATORS
Project Management Unit (PMU)
The constitution and operation of the PMU team was the key enabler as it provided
strategic insight and timely implementation of the project.
• Government process re-engineering by involving all stakeholders.
• Project management unit comprising of external consultants and officials of
the department.
• Training and hand holding: Implementation engineers are assigned for each of
the Taluka office to provide training.
• Technology adaptations/ Innovative deployment.
• Industry best practices, standards followed.
• Stake holders inclusiveness and participation.

Local System Integrator (SI) and Nodal Officer

Project has a local System Integrator M/S Goa electronics Limited (GEL) Public
sector undertaking (PSU) which helped in easily assigning the work. Software
development team was easily setup in department premises which helped in reducing
the delay in system study/changes. Also the communication barrier was tackled as
Implementation Engineers are local. Department nominating a nodal officer helped
in communicating with department and software team in gathering rightful
information.

Capacity Building and Organizational Sustainability, Leadership

Three workshops were conducted on e-governance lifecycle and Government Process
Re-engineering and all the department officials (120 in numbers) were trained.
Periodic workshops on change management and motivation have been taken for the
officers to speed up the implementation.

An e-Governance week was celebrated in May 2016 to create awareness and digitize
all the old records. Earlier there was a massive resistance to change in processes and
the processes were adhoc or person centric. After the implementation of the project
during which all the officers and staff were trained and change management
workshops were conducted. The entire leadership in the department was convinced in
the benefits of the project which helped in bringing the change by accepting digital
way of working compared to manual way of working. Role of leadership by way of
policy support/ direction.

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 e-Krishi

VALUE INDICATORS
Learnings for sharing
• It’s just the initial period when it seems that integration and implementation
becomes a bottleneck, but once pushed it starts moving automatically and no
further human interference may be required. But Change is the biggest issue to
be handled and more trainings are to be provided and expertise be made
available to manage change
• The process of shortlisting vendors for Hardware procurement and software
development is very painstaking and hence a list of shortlisted vendors is to be
provided by govt to reduce the time in selection process
• Process Re-Engineering is the most important part of any IT process and
hence most importance is to be given to Business analysis of the existing
process. It is therefore prudent to use the services of a qualified Business
analyst instead of using a software developer to gather the existing process
data.

Digital Empowerment
Goa being a small state language, culture and demography is not a barrier for digital
empowerment. However we have taken steps to provide services to the farmers at
panchayat level which is within 5 kms radius of farmer’s residence.

Green e-Governance
Every time, a farmer in Goa would apply for a subsidy to the Department of
Agriculture in Goa, he would have to submit a set of documents that would include
his land ownership documents like succession deed, affidavit, birth certificate, death
certificate, bank details, ration card, etc, which would be average of 25-35 papers per
set of application.

The Department receives around 22000 applications every year.

22000 (applications) * 30(paper / applications) = 6,60,000.

After the introduction e-Krishi Application, all the department services are now
online so the least of amount papers are used while applying for the krishi card or
availing any department schemes.

The department follows refilling of toners to minimise the purchase of new toners. E-
waste is disposed of as per guidelines issued by govt.

Shri Nelson Figueriedo, Director, Directorate of Agriculture

Shri Ulhas Pai Kakode, Directorate of Agriculture, Government of Goa,

Shri Saieesh Gandhi, Nodal Officer, e-governance, Directorate of Agriculture,

Government of Goa, [email protected]

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 Digital Governance - Seed Certification, Distribution by Direct
Benefit Transfer (DBT) for the farmers of Odisha
Department of Agriculture and Farmers Empowerment, Government of Odisha

Sourabh Garg and Sarita Sahoo

PROJECT OVERVIEW
The previous year’s data analysis on the SRR (Seed Replacement Ratio) revealed the
design glitches that peeped out from the manual system which undermined the
efficacy of the Govt’s ambitious welfare scheme. The seed quality was obscure for
the Dept. because of the manual system of Seed certification process. As a result,
sometimes Govt. programmes of quality seed production and distribution were
fiascos. Government did not have the online system to ascertain instantly the quality
of seeds. The importance of quality seeds has been recognized since time
immemorial. Following the old scripture from Manu Smriti was saying ‘Subeejam
Sukshetre Jayate Sampadyathe ‘i.e., Good seed in good soil yields abundantly. With
that motto, Government took steps for monitoring the flow of quality seed
distribution which was an important factor in the improvement of agriculture in
Odisha.

There was an element of doubt regarding the beneficiaries of the targeted subsidies,
as some transactions were believed to be fictitious. There were no concrete records of
actual farmers who were in the fold of seed production and seed usage. It was an
ordeal to track the dealer network and the sale of all notified seeds. The progress of
seed use could not be properly monitored, as it was very difficult to maintain a point
in time stock position of seeds across the state.

All the above constraints/ bottlenecks were identified and analyzed minutely , to
make an automation system of seed transaction and implement the DBT system as per
the guiding principle of ‘Maximum governance with minimum Government’. These
six verticals are Seed Certification System which ensures the quality of seed
production process, Seed Licensing System which deals with issue, renewal as well
as amendment of dealership licenses and certifies active dealer, Seed Inventory
Management System used by all seed suppliers, Farmer’s Registration module which
registers the farmers and validates their accounts, Dealer-to-Farmer Transaction
system is very useful to trace the sale to the registered farmers and the last is the sixth
vertical that is PFMS Integrated Subsidy Disbursement System for subsidy
calculation and distribution.

Key factors for nomination

 Farmers are the beneficiaries for seed distribution and benefits are being
credited to farmer account within 6-7 days.
 Six verticals are integrated which makes the system more authenticate in
delivery process.

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 Digital Governance – Seed Certification, Distribution by Direct Benefit Transfer (DBT) for...

 Unique system is India where the DBT process starts from seed certification
and lot no of seed bag is unaltered till the end if germination fails, Dept. can
trace the seed bag immediately.

Seed Licensing System

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 Digital Empowerm
ment - A cornerstone for
f eGovernance

Se
eed Licensing Syste
em

Registra
ation Renewal Amm
mendment

Dealer PACS Dealer PAC

CS Dealer
r PACS

Appro
ov e By

App
prov ed
DAO
Deale
er/PACS

* PACS - Pr
rimary Agricultural Co-opeartiv e Soc
ciety

* DAO - District Agriculture Off

ficer

D wise Seed Transaction

Date T by Deealer and PACS

REESULTS INDIC CATOR

Key Performancee
Foollowing are our key
k result indicattors and their resppective performaance against plan--
a. e-Services an
nd Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
e-Farmer Registrration 1979462 in No)

e-DBT Paymentt 45 Crores

e-Seed Transactiion 42
29402.09 in Qtl

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 Digital Governance – Seed Certification, Distribution by Direct Benefit Transfer (DBT) for...

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs Department Mobile Others
Web Counters Gateway including any
SMS Social media
Mobile App
e-Farmer 1979462 1965639 13823(PACS)
Registration ( in No) - (AAO) in - in No
No
e-DBT NFSM1.
Payment 6 Crore
NMOOP
0.52
Crore - - - -
RKVY3.
2 Crore
SP40
Crore
e-Seed 429402. 539106.57i 41105.96
- -
Transaction 09in Qtl n Qtl in Qtl
AAO- Assistant agriculture officer, PACS- Primary Agriculture Cooperative Society,
NFSM- National Food Security Mission, NMOOP- National Mission on Oilseeds and
Oil Palm, RKVY – Rastriya Krishi Vikash Yojna, SP-State Plan.

Description of e-Services
G2G: Seed Certification Agency and Odisha State Seed Corporation are two different
entity, completely dependent upon each other for electronic sharing of data /
information systems between two. The goal of G2G is being achieved to support e-
government initiatives by improving communication, data access and data sharing.
District collectors are instructed to monitor the stock position at each stakeholder for
their district. Flow of seeds is also being monitored by the DRCS/ARCS/RCS of
cooperation Dept, Govt. of Odisha. Subsidy payments are being monitored by District
officials of Agriculture and Cooperation Department. MIS are being generated for
legislators from different level to supplement its query. Seed production of breeder,
foundation, certified seeds are being continuously checked by the Agriculture and
Revenue department for predicting the use of seed in the next season. The registration
area of seed production by the seed grower completely depends on the OSSC grower
/MOU of OAIC and state Agricultural University. OSSC directs seed incentives and
MSP payment directly to farmer account as per the online report of Seed Certification
Agency.

G2C: Status of farmer Identification Number, subsidy payment and registration status
can be verified by the Farmers, Village Agricultural Workers, officers of other
Departments and any citizen. Seed characteristics of different notified variety
published on seed portal are being continuously viewed by farmer and SAU student.

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 Digital Empowerment - A cornerstone for eGovernance

Farmer can check the availability of seed variety at dealers and PACS end within its
locality. Farmer (Seed grower) gets its registration status and inspection result
immediately after verification. Threshing Certificate and Tag number issued for
different crop can be checked by any farmer as soon as testing result uploaded.
Registration Area, Production area certification and quantity/ quality certification can
be viewed through public portal. Different types of reports are viewed by scientists,
SAU (State Agriculture University) and agriculture students.

G2B: Seed supplier (OSSC and OAIC) interact the system regularly to see the stock
position at their Godown and the status of payment received at their sale counter from
PACS/Dealers. Commission is being calculated by the system for keeping records in
business purpose. Dealers are interacting with the system for doing business with the
Government approved seed. Invoice is being generated by taking all Government
pricing principle for farmer. This covers an electronic exchange of seed pricing /
varietal / scheme information between dealer/PACS and the government. In G2B,
government agencies like OSSC, OAIC and business like dealers, PACS use same
seed portal websites to know the procurement price.

Implementation Coverage as on today

The program has been rolled out across the state, No pilot rolled out. We accepted a
challenge of Big bang adoption, the instant changeover, system moved to the fully
functioning new system on a Krushak Day (Akhaya Tritia) .
We got the greater satisfaction from stakeholders with the outcome and greater
chance of a successful implementation.
The following stakeholders are being regularly interacted with the system
• District Manager of OAIC (Odisha Agro Industries Corporation)
• Seed Production Officer of OSSC (Odisha State Seed Corporation)
• Registered Dealers/ PACS (Primary Agricultural Cooperative Society, Dept of
Cooperation)
• Farmers of Odisha
• Seed Processing manager of OSSC at Processing Plant
• SCO, ASCO of OSSOPCA (Odisha State Seed and Organic Product
Certification Agency)
• Seed Testing Laboratory
• Godwan manager of OSSC/OAIC
• 97 District Agriculture Officer
• 314 Asst. Agriculture Officer
• 30 Deputy Director of Agriculture
• Administrator of Seed section of DA&FP (Directorate of Agriculture and
Food Production)
• Administrator of e-Governance cell

New Services / Enhancements

These five levels of integration among six verticals left no stone unturned to avoid
mischief in the system with the help of multi layered security mechanism. Many
advanced technologies are used in this project like Asp.net MVC, REST Based-Web

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 Digital Governance – Seed Certification, Distribution by Direct Benefit Transfer (DBT) for...

API, Apache Cordova for hybrid mobile App development in occasionally connected
technology in general and Artificial Intelligence in specific. The PFMS only validates
if the account number is valid or not but the billion dollar question is, whether the
account belong to the same farmer or not is still unsolved. NIC as the technical
partner devised a methodology based on the most cutting edge Artificial Intelligence
to fuzzy match the names and categorize them as complete match, strongly match,
normal match, weak match and complete miss match. This process of auto fuzzy
matching of names and their categorization reduced the mountainous works of
manually matching them to a rarely occasional event.

Seed Transaction Hybrid Mobile App

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 Digital Empowerment - A cornerstone for eGovernance

ENABLER INDICATORS
Strategy Adopted
The Department finalized a seed Monitoring Unit consisting of seed officers, e-
Governance cell officers and the scientists of National Informatics Centre who would
be responsible for implementing this comprehensive application in a proper and
efficient way. Seed inventory application has been visualized to deliver good results.
Mostly, 70% of Government IT projects fail to deliver the desired results due to poor
user adoption. For that reason, we designed the system meticulously to manage
change within a very short time, and consider carefully the user adoption
methodology.

The main reason to implement DBT scheme is to knock out the fictitious
beneficiaries, which were a part of the arcane manual system. To overcome this
problem with certain course correction; Department of Agriculture in collaboration
with NIC (National Informatics Centre) provides a novel Digital system which entails
the registered / validated farmers to pay the all-in-cost price (fixed by the Govt. Of
Odisha), for the seed commodity upfront, and subsequently the admissible subsidy
will be transferred/ credited to his / her bank account in T+3 days. It is completely
a hassle free, automated and integrated solution and also Seed supplier as well as
dealer/PACS get commission instantly at the time of seed sale.

Manage the Change

Govt. Users are naturally adverse to change, and a technology implementation is no
different. We had planned the change management even before the project was
underway. The stakeholders and project advocates were taken on board on the new
way which was noticeably better than the old, so that they could motivate others to
adopt new system. A proper plan was contemplated to do modular release through
Agile development methodology. This step was taken to ensure the roll out of the
project before the development of the complete cycle.

Problem Faced
• There was an element of doubt regarding the beneficiaries of the targeted
subsidies, as some transactions were believed to be fictitious.
• There were no concrete records of actual farmers who were in the fold of seed
production and seed usage.
• It was an ordeal to track the dealer network and the sale of all notified seeds.
• The seed quality was obscure for the Dept. because of the manual system of
Seed certification process. As a result, sometimes Govt. programmes of
quality seed production and distribution were fiascos.
• Manual procedure for claiming commission was time consuming, and
cumbersome. Discontentment of dealers for delay in getting commission.
• No scope for knowing the authenticity of dealers and PACS those who are
involved in the seed transaction process.
• ill-defined requirement existed in the manual system
• Bogus payment to the dealers in terms of wrongful inclusion and exclusion of
farmers could not be checked.
• Procedure for claiming subsidy through DBT programme without the presence
of any Digital mode may be considered as a story of Arabian nights.

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 Digital Governance – Seed Certification, Distribution by Direct Benefit Transfer (DBT) for...

• Systems were working in silos and not integrated with other resulting poor
management and decision making capability.

Solution
• Six verticals have been rolled out as Seed Certification, Seed Licensing, Seed
Inventory, Farmers Registration, Dealer-to-farmer transaction Mobile/Web
module and PFMS Integrated Subsidy Disbursement System as a holistic
approach to address the above issues.
• In the next phase all the six verticals are integrated with each other in which
each module patches up the loose points of others creating a robust framework
for Seed DBT implementation.
• Subsidy disbursement through DBT mode is now a.
• Each seed bag at the farmer end is traceable up to the dealer who sold, the
supplier who supplied, the godown where stored, the lab where tested, the seed
grower who produced.

VALUE INDICATORS
Learnings for sharing
Requirements were collected from the different stake holders and it was decided to
prepare a prototype application and a mobile app for the user to avoid any fixes
before the initiative starts. A proper Monitoring and evaluation system was planned to
flag the fictitious inputs before its notorious behaviour starts inside the system.
Indicators were developed for the different levels of the results chain which ensured
that anticipated changes due to intervention are easily tracked. Setting indicators prior
to project implementation is a good practice for project success. Examples: Seed
Testing result indicator for OSSOPCA application, Valid license indicator for Seed
dealer, Valid beneficiary, Subsidy indicator etc. Ministry of Agriculture and Farmer
Welfare, Government of India requested other states to replicate this initiative at their
site.

Digital Empowerment
The benefit is directly transferred to the beneficiary account in a financial institution.
As a result, the farmers in the remote area is linked with the National and State level
institutions making them aware of the benefit of being connected for getting other
benefits from this organization. Irrespective of the class, section, age, gender
disparity, religion and different social sectors, farmers even with the knowledge of
regional languages are linked with our system and derive all sorts of benefits offered
by the Department of Agriculture and FE, Government of Odisha.

Hon’ble Prime Minister emphasized, “I dream of a Digital India where Farmers are
empowered with Real-time Information”. Keeping view on this matter Department
created a digital infrastructure for empowering rural communities, enabling digital
delivery of services. We have given MIS for farmer on public portal to know the seed
variety available at Dealer/PACS point in their locality for getting seed in time.

Seed Dealers transact seed on mobile apps where net is occasionally connected. As it
is a very comprehensive system, vital parameters are being calculated at central
server. Mobile apps is very easy to handle as input of parameters are very less. We

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 Digital Empowerment - A cornerstone for eGovernance

conducted many training programme for the block level officer and made them as
master trainer. Now remote area Dealers are very acquainted with the mobile
operation of Seed DBT as internet connectivity became unstable most of the time.
This workflow system is a comprehensive one but we made it so simple for all stake
holders. At the first implementation time there was a strong opposition from private
dealer and from officials of cooperation Department (PACS) but post implementation
was ended with great satisfaction of all stake holders. When they realized the benefit
of easy operational technique and less time consuming and fast disbursal from the
system, it became a most popular DBT system across the state.

Green e-Governance
Our Department always thinks for the importance of the environment and wants to
become greener, in this comprehensive system, very less paper transaction have been
formulated to make the system green governance in a more efficient way so case of
no destruction of natural resources. The paper transaction for Invoice for seed sale,
seed license, threshing certificate and etc., became obsolete as all transactions are
being stored on the central server.

Green Governance is a systematic life-cycle to drive us towards overall

sustainability. Our Department focused on continuous improvement by incorporating
all new technology in the existing system in a very faster way to make the system
sustainable. If champion leaves, system will sustain. Department does not force to
keep document proof which violates Green governance concept. The question of e-
waste does not arise as no computer hardware are required by all the stake holders.
Dealer/Officials can do their work at anywhere anyplace. It is now easier to get the
work done by a single click in the smart phone and connected with central servers.
Waste management reports are being generated to provide the actual seed sale
transaction to Govt. Expiry date of seed is 9 months from the date of testing result.
Remaining Waste seed present after the season can be tracked at each point (dealer
and Godown). It becomes useful for the top management to take the decision.

Dr Sourabh Garg, Principal Secretary, Department of Agriculture and Farmers

Empowerment, Government of Odisha, [email protected]

Smt Sarita Sahoo, Scientist-E, National Informatics Centre, Ministry Of Electronics

And IT, Govt. Of India, [email protected]

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 Mukhyamantri Jal Swavlamban Abhiyan (MJSA)
Department of Information Technology & Communication, Govt. of Rajasthan

Akhil Arora, Umesh Joshi and Vikas Gupta

PROJECT OVERVIEW
Rajasthan, considered as a dry, sun-parched desert state, is changing its fate, owing to
the ambitious rain-water harvesting project Mukhyamantri Jal Swavlamban Abhiyan or
‘MJSA’. MJSA, brainchild of Hon’ble Chief Minister Vasundhara Raje is aiming to
curb water shortage & reduce water scarcity in Rajasthan by effective water harvesting.
A revolutionary project launched in 2016, have been a godsend for this deserted land. In
just two years, MJSA has covered 7,740 villages, making them self-reliant.

Mukhyamantri Jal Swavlamban Abhiyan or MJSA is Government of Rajasthan’s

flagship scheme to provide long term solution to the everlasting problem of water
scarcity. Under the ambitious scheme, infrastructure is created in the adopted village
to conserve & harvest rain water, making villages self-reliant during drought periods.
A hydrological unit based on the Four Waters Concept is constructed in the village to
harvest & store rain water. The stored water later serves the purpose of clean drinking
water, and for other domestic & irrigation purposes.

The programme is designed in such a way, that planning & execution to funding of
the project is done through participatory basis from the village community. Financial
& physical help from the citizens have made MJSA a colossal success in a short
while.

The ground breaking MJSA project has made a colossal difference in water scarcity
scenario of Rajasthan. In the Phase 1, MJSA was successful to make 3529 villages
self-reliant. 94,000 water reservoirs were constructed, with the total expense of 1,192
crores. The water reservoirs accumulated a massive 11, 1270 million cubic feet water
that benefited 41 lakh people & 45 lakh animals in whole. Eyeing such tremendous
success of first year, estimation in three years MJSA will cover total 21000 villages in
Rajasthan, finding a permanent solution of water scarcity.

RESULTS INDICATORS
Key Performance
Following are our key result indicators and their respective performance against plan-
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Mobile Application – Geo Tag Phase-I : Phase II :
-
Photos Captured 149698 653023
Total Approval of Works Phase I : Phase II :
-
94812 132673
Total Unique No of Routes - Phase II :
- -
Surveyed for Planning 56046
Total Donation Transactions Phase I : Phase II :
-
5062 2024

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 Digital Empowerment - A cornerstone for eGovernance

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line Web Mobile Others including any
Gateway Social media
SMS Mobile App
Work Related Through Web Work Related
Transactions Application : Transactions (Planning/
(Planning/ Work 406134 Work Order/Sanction/
-
Order/Sanction/ Approval /Completion
Approval /Completion Certificate etc.)
Certificate etc.)
Progress/Planning/Insp 709069 Progress/Planning/Inspect
ection/Routes/Events ion/Routes/Events Geo
-
Geo Tag Photo Tag Photo Captured
Captured

Description of e-Services
• For MJSA campaign one can donate online through web portal using Crowd
Funding facility available there.
• One can donate for a specific geography (i.e. State level / District / Block /
Village) or for a particular activity.
• Kind donation can also be offered by anybody through the web portal, the
information of this offering would be available to the concerned officer of that
vicinity.
• User needs to create project online through web application and after this he
needs to do work planning through mobile application.
• For work planning with mobile application first user needs to generate route id
for his survey.
• The route will be captured in background; he may or may not plan certain
works during this survey.
• To plan a work user needs to capture Geo Tag photos of work site and survey
team.
• The route along with the geo tag photos of work sites would be available on
Rajdharaa (Waypoint functionality).
• By using Way point functionality state user can easily identified potential
GAP areas/routes not covered by block level users at the time of survey.
• With the analysis the participation of different departmental users in survey
process can also be ensured.
• All the planned works goes through a work flow based system for final
approval or rejection at different levels (i.e. District and State Level).
• After approval of DPRs, sanctions and work orders can be generated online.
• After financial sanction generation user can capture work progress along with
geo tag image during different stages/milestones of an individual work
through mobile application.
• The completion certificate need to be issued from the system for all the works
captured as completed through mobile application.

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 Mukhyamantri Jal Swavlamban Abhiyan (MJSA)

• The IEC related events for the campaign can also be captured in the system
through the mobile application; this information will be available on web
application in the form of different reports.
All the components are integrated with each other on real time basis.

Functionalities Offered:
Work Planning and Monitoring
Block level (Panchayat Samiti) user creates project along with coverage area of the
projects by using web application. This project is available to the concern user to plan
works under this project.

The planning is done via mobile application. The user need to initiate route before
starting survey for the planning of the work, at the time of generation of route mobile
number and team size detail is captured. The Geo Coordinates are captured in the
background to identify route of the survey team (waypoint functionality). Each work
planned need to furnish with Geo Tagged Photo of the work site and survey team. On
submission the planned works along with route are available on GIS platform of state
i.e. Rajdharaa for further analysis and decision making (i.e. Gap Areas where works
need to propose, some routes (drains) missed during the survey, identify the blocks
where survey was not done during previous week/day, examine the work site photos
and attributes of works). The work planning can also be done in offline mode as well
for the remote areas where data connection is not available. Later the planned works
can be synchronized with server on availability of data connection.

The works planned by a block level user are available to district level user to take
appropriate action on the work i.e. Approve and Forward to state level for
action/Reject/Revert for some clarification. The works Approve and Forward by
District user are available to state level user to take appropriate action i.e.
Approve/Reject/Revert. At state level the work is examined at certain parameters of
different areas (i.e. Technical, Usefulness, Financial etc) by using GIS based
technology. When all the works of a village of a project are finally approved – the
DPR for this village is locked from the web application. Now these works are
available at district level to generate different kind of Sanctions online from the web
application (i.e. Administrative Sanction, Technical Sanction, and Financial
Sanction). The work order of the works is also issued from the web application.

The works, for which financial sanction has been issued, are available on mobile
application to capture work progress along with Geo Tag Photo of the work site. User
need to capture progress of proposed work at 5 different status. All this Geo Tag
images of different stages are available on web application as well as on RajDhara
Web portal with all the details related to that particular work.

After capturing work progress on completed status, users need to generate online
Completion certificate by using web application.

Event Entry
For any event/function related to MJSA, the details of the event (i.e. Level of event,
Chief Guest, participating people, Shram Dan, Donation etc) along with the photos
can be captured from the event site with the help of module provided in the Mobile

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 Digital Empowerment - A cornerstone for eGovernance

Application. Further the reports related to event can be explored from web
application.

Donation Facility
To increase public participation in the campaign, all the details related to campaign
are available in public domain (at web portal and GIS platform Rajdharaa). One can
donate Anonymously or, with SSO Registered User ID, Lump Sum at State level or
Region Wise, Interest Area- Activity Wise Donation, Non-Monetary (Kind) Donation
from the web portal. The cash donation is made online in a central state level
account; web application is having allocation facility to allocate this fund to different
districts as per requirement.

The web application is having complete work flow for kind donation (pledge):
• Requirement of different items at block level
• Manual Booking of Kind Donation
• Approval/Rejection of Kind Donation
• Realization of pledge offered for particular work.

Inspection Facility
The web application has facility to define inspection groups at District and Block
Level. Mobile application has facility to carry out inspections either group level or
individual, one need to select a work and capture its geo tag photo along with other
quality related aspects during the inspection.

Implementation
The programme has been designed in such a way that everything from planning to
execution will be followed in a participatory approach down to the village community
level. In this programme, 3000 villages selected on the basis of priority in the first
year and next three year around 6000 villages included in the abhiyan every year. The
main aim of Mukhya Mantri Jal Swavlamban Abhiyan is to benefit 21,000 villages of
the State by 2020. Rajasthan state receiving very low amounts of rainfall, even the
little rain that does fall is concentrated in just 3-4 months every year. Mukhya Mantri
Jal Swavlamban Abhiyan in Rajasthan is really helpful to conserve or save the water
in the state. The government has budget of Rs.3, 600 crore for the first phase of the
campaign.
Rajasthan Government has created an online crowd-funding portal where donations
for the campaign shall be accepted to a single rupee. The portal consists of a unique
feature through which one can adopt a village or a lake in Rajasthan and contribute
for the same. With planning in initial stages, there is a discussion of making
contributions enabled through e-mitras and web payment gateways. CM Raje has set
out on a mission mode, calling on all stakeholders across the State to contribute to the
campaign – the government departments, Non-Government Organizations, civil
society, religious institutions and leaders from all political parties. The Government is
also set to invite Businesses to contribute towards MJSA through a CSR sub-
campaign. Another sub-campaign called ‘Chalo Rajasthan’ will be soon launched to
call on the non-resident Rajasthanis to contribute to the mission. CM Vasundhara
Raje has appealed to all the people of Rajasthan to step in, join hands and work
together for the cause of this Jal Kranti.

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 Mukhyamantri Jal Swavlamban Abhiyan (MJSA)

Water Harvesting & conservation works will be implemented from the funds
available under State departments, Non-Government Organizations, Corporate Social
Responsibility (CSR), peoples participation, Non Residents Villagers Club (NRV
Club) etc to prevent the villages of Rajasthan from drought by doing watershed wise
water budgeting for permanent solution. In first year around 3000 villages on the
basis of priority were identified and, in coming 3 years around 21000 villages of the
State will be benefited by the mission & permanent solution will be achieved by
making them self sufficient in terms of water. In remaining villages works will be
implemented as per priority list in phased manner.

Total Villages Covered Total Work Total Donations

7,733 2,26,397 59,30,50,426
Phase - I
Works (cost in lacs)
DPR FS issued In Progress
Count Cost Count Cost Count Cost
93,495 1,71,420 99,780 1,70,894 675 3,380
Completed CC issued Urban
Count Cost Count Cost Count Cost
94,812 1,59,153 93,471 1,55,250 1,711 69,68,74,607
Donations (lacs)
Cash Kind Total
35,76,08,289 2,87,98,856 38,64,07,145

Phase - II
Works (cost in lacs)
DPR FS issued In Progress
Count Cost Count Cost Count Cost
1,32,902 1,76,548 1,31,747 1,61,445 5,559 13,162
Completed CC issued Urban
Count Cost Count Cost Count Cost
1,24,029 1,43,957 6,232 5,417 1,711 69,68,74,607
Donations (lacs)
Cash Kind Total
22,64,69,735 11,37,350 22,76,07,085

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 Digital Empowerment - A cornerstone for eGovernance

ENABLER INDICATORS
Government Process Re-engineering
There was a time when Rajasthan was known as a dry, parched and a desert state. But
the innovative scheme, Mukhyamantri Jal Swavlamban Abhiyan, remodelled by
Department of IT & Communications under the supervision of Hon’ble Chief
Minister has changed the picture of this state. This scheme has benefitted a large
number of villages and even cities by providing a long term solution to their water
scarcity problems.

Government of Rajasthan always quest towards streamlining its projects to ensure

ease to all stakeholders - fellow departments as well as citizens and other users. For
the same, the department has implemented e-governance in Mukhyamantri Jal
Swavlamban Abhiyan (MJSA) as the frequency of this process is very high, to the
tune of several lakhs per year, and is increasing day by day. By integrating
information technology, the project has enhanced operational efficiency in
administration and service delivery. Along with this, re-engineering of this process
has also implemented a transparent module which enables complete accountability to
citizens as well as department stakeholders, standing true on all the key elements of
good governance.

Capacity Building
MJSA has changed the fate of Rajasthan by providing sufficient water for drinking
purposes as well as for irrigation. The first phase of the scheme made 3,529 villages
self-reliant. More than 94,000 water conservation structures were constructed to store
water. These reservoirs benefited 41 lakh people & 45 lakh animals. This scheme is
estimated to cover 21,000 villages in the next three years.

Rajasthan has implemented an integrated scheme of capacity building and as per a

policy decision it has been decided that every project is going to be having a specific
component of IEC as well as capacity and capability building. It was ensured under
the concept of “Suraaj” that is good governance that every e-governance initiative is
first implemented at the village level, that is called Last Mile, but Rajasthan
considered it to be the First Mile. As the Chief Minister believes reaching the key
beneficiaries first, which are at the village level. The project is then implemented at
Gram Panchayat level and subsequently to districts covering the complete state. The
project’s capacity building plan is enhanced every six months and is validated
through internal evaluation, dipstick surveys as well as external third party checks , to
ensure whether the capacity, capability and IEC activities have been enough or not.
Also, the implementation done by the government is properly utilised by the
beneficiaries or not.

Change Management in terms of Leadership Support

To make sure that no village or city is left uncovered under this scheme, a team of
officials is deployed that keeps a regular check on the maintenance of these water
conservation structures. The concerned department in every area does a regular

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 Mukhyamantri Jal Swavlamban Abhiyan (MJSA)

inspection to make sure that all the construction works going under the scheme are
done with perfection. Also, internal and external audits are being conducted for the
efficient implementation of the scheme.

Rajasthan has been very specific about ensuring that Change management is done for
every single initiative and it is dully recognised that people and stakeholders are made
equal participants to the project. Which means any stakeholder who is having an
impact or is impacted by the project is enjoined upon on the journey of final decision
making in regards to implementation of the project. External and internal experts are
hired for the process of change management to be hand in hand with technological
implementation of every project.

Technology including Social Media

MJSA has taken the help of latest technology to reach out to the citizens who are
willing to make a contribution towards this initiative. To participate in the MJSA
campaign, one can donate online through web portal using Crowd Funding facility
available there. Also, a specific application has been designed for monitoring the
works done under this scheme. People are made aware about water conservation
techniques using different social media platforms and are motivated to contribute
towards this huge step.

For every project implemented by the state, the Government of Rajasthan has always
guaranteed having the best of the class infrastructure and advanced technologies to be
made available. Rajasthan has the biggest Big Data Cluster in the country as well as
the biggest cluster for IBM pure app solutions and Oracle echo data, making the state
a Tier Three data centre of the country. We have more than 4000 servers running out
of the State data centre with the total capacity of 7 petabytes over which the entire set
of applications and storages run. It is ensured that for every project the best set of
technology is obtained for implementation of a project, wherein the Department of IT
and Communications or an external Technical committee decides upon what
technology is going to be used. It is a mandatory state policy to get any project more
than 25 lac to be approved by the State E-governance mission team head by Principal
Secretary of IT Department.
Rajasthan happens to be the most progressive state in the field of Social Media. Our
Hon’ble Chief Minister Smt. Vasundhara Raje is the most followed Chief Minister on
Facebook and Twitter with the following of more than 80 lakhs. For every IEC,
Change Management and Skill Building, social media is considered as important a
platform as print or electronic media by the government. Due to social media’s reach
till the last mile, it is judiciously used for promotion of the scheme, as well as to
enhance user experience.

Prominent government pages;

CMO: Following of more than 7Lac
GOR: Following of more than 5Lac
MJSA: Following of more than 3.5Lac

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VALUE INDICATORS
Learnings for sharing
This software is the country's first of its kind for complete works management
(starting from planning till completion certificate) related to Water Harvesting &
conservation works that leverages the GIS capabilities to its full extend (around 5 lacs
Geo Tag Photos of works are already captured so far) and can be replicated for other
States also.
• Making village self-sufficient in water & creating “Islands of Excellence”
• Mukhya Mantri Jal Swavlamban Abhiyan is a four year program, each phase
of one year
• This programme is launched across 295 Blocks of 33 districts in Rajasthan
• People’s participation also invited in this abhiyan
• Mobilizing financial resources from multiple sources like Line Departments,
NGO, Corporate houses, Religious Trusts, Non-resident villagers, Social
groups etc.
• Massive Use of technology in this program
• Construction of low cost water harvesting structure

Digital Empowerment
Financial Inclusion is a key enabler to economic, social and transaction security of a
country, thereby driving inclusive growth. It is for this reason that financial inclusion
has been one of the key priorities for Government of Rajasthan. Rajasthan has always
used innovative technology as an effective tool to expand financial inclusion, through
various initiatives like Direct benefits Transfer, Mobile banking, Aadhaar enabled
banking accounts, e-KYCs and many more. The government always ensure that every
single project is bi-lingual in nature. Mandatory guidelines from Hon’ble Chief
Minister and Chief Sectary of the state every application platform and front-end
portal are in Hindi as well as English. Rajasthan has seven divisions and each division
has its specialised portal and sectorial application aligned with the demographic and
cultural aspect of that specific area.

Green e-Governance
Rajasthan State Date Centre is a 100% green data centre. The upcoming data centre in
the state in going to be a Tier 4 data centre in the state and the only Tier 4 data centre
in the country which is owned, operated and controlled by the government.
Government of Rajasthan judiciously follows every policy of Green IT, along with
this the state also has its own Green IT policy which is followed by all departments
and outsourced sectors religiously. All environment friendly practices with respect to
creation, use and disposal of ICT gadgets and infrastructures are followed. The
Rajasthan Green IT policy has been prevalent since the year 2007 and was revised in
the year 2015.

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 Mukhyamantri Jal Swavlamban Abhiyan (MJSA)

Shri Akhil Arora, Principal Secretary, Department of Information Technology &

Communications, Government of Rajasthan, Secretary, [email protected]

Shri Umesh Joshi, ACP (Dy. Director), Department of Information Technology &
Communication, [email protected]

Shri Vikas Gupta, [email protected]

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 Raj-eGyan
Department of Information Technology & Communication
Jaipur, Government of Rajasthan

Akhil Arora, Jyoti Luhadiva and Vijay Kumar Kanugo

PROJECT OVERVIEW
Raj-eGyan portal provides an easy to access, ubiquitous, updated and extensive
repository of digital content to the Students of Rajasthan as per the syllabus of
Rajasthan Board. It provides-
• Latest contents as per the Rajasthan Board syllabus
• Free access to education contents of all classes to any student without any
login
• Easy access to augmented with graphics, videos and illustrations through
computers, laptops, tablets and mobile
• Option for both online viewing or downloading, storing and viewing offline
• Extensive searching, tagging, bookmarking and archiving option

Benefits
• Easy access to Interactive, Illustrative multimedia contents
• Access on Multiple devices- Computers, Laptops, Tablets and Mobiles
• Self-paced learning modules and assessments
• Availability of wide variety of contents from different teachers, scholars and
institutions/organizations
• Development of computer and internet skills
• Portal contents are available both with and without login. Portal receives
average hit of around 1.00 lakh per month

Reason for Nomination

This was the Single portal in the Rajasthan State which provides e-learning content to
the students of schools of Rajasthan as per Rajasthan board syllabus. It not only
facilitate students to access the content free but also allow registered students to
download the contents as well at low bandwidth.

It allows teachers to create online content which under administrated mechanism got
verified by board and got published on the portal. It encourages to teachers through
incentives and recognition to create more and more contents.

RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Online access to content NA 12 lakh 18 lakhs
hits hits

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 Raj-eGyan

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs Depart Mobile Others including any
Web ment Gatewa Social media
Counte y Mobile App
rs SMS
Online 16 NA NA 2 lakhs -
access to lakhs
content hits

Description of e-Services
1. Students and teachers can access the content for respective classes from
anywhere.
2. They can learn at their own pace and convenient time and can have easy
access to Interactive, Illustrative multimedia contents.
3. This platform is device independent. Users can access it through desktops,
tablets, laptops or mobile phones.
4. It provides Extensive searching, tagging, bookmarking and archiving options
for the students
5. Previously, they had to go through generalised learning path through
traditional classrooms. Raj-eGyan has given them opportunity to adopt more
personalised approach.
6. Students have option to select learning materials as per their knowledge and
interest
7. Availability of wide variety of contents from different teachers, scholars and
institutions/organizations

Implementation
• The learning is not limited to reading. It also includes interactive videos and
presentations. This makes learning process an interesting experience.
• Access on Multiple devices- Computers, Laptops, Tablets and Mobiles
• Self-paced learning modules and assessments
• Availability of wide variety of contents from different teachers, scholars and
institutions/organizations
• Development of computer and internet skills
• Students can access the content at their convenient location and preferred time.
• Students have direct access to authentic content. It is easy to update the
content.
• Teachers are encouraged, recognized and incentivized for creation of e-
contents

Implementation Coverage as on today

This portal is accessed by students of schools of Rajasthan. It includes urban, semi-
urban as well as remote locations across the state. This platform has managed to bring
all users at the same level. It helps in bridging the divide in urban and rural settings.
External contributors like Khan academy, Physics academy, Quiz academy are added
to the portal which has enhance the contents provided under gambit of Raj-eGyan.

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 Digital Empowerment - A cornerstone for eGovernance

Also scalability and architecture of Raj-eGyan portal allows other educational courses
to host their content like Madarassa board, digital library.

News Services / Enhancements

Teachers training module is planned for new implementation under Raj-eGyan.

ENABLER INDICATORS
Functionality in Raj-eGyan: Free access and download of contents
Mostly e-learning applications charge their contents for access. But in Raj-eGyan all
contents are free available and free to download for registered students. Currently
guest user cannot download the content but looking into responses from students, in
future content can be downloaded free by students.

Government Process Re-engineering- Content verification by Subject matter

experts
The Government of Rajasthan has launched the Educational portal Raj-eGyan to
improve the learning level in schools and to ensure pupils accession to subject content
of each class level, thus - contributing to Digital India movement. E- Content offered
to the student is in different formats, like text, power point, animation, video, audio,
E-book etc. are being provided to students, mentors, educationists and parents. Online
content was created by content development agency which requires an approval work
flow mechanism. The subject matter experts were unable to verify the contents due to
unavailability of laptops, computers, lack of dedication, time. It was hampering the
enrichment of the portal. So it was decided to call a joint meeting of subject matter
experts at department of school education, Jaipur and joint approval was taken from
subject matter experts offline for early and quick correction in the contents developed
and timely uploading of them at portal. SMEs were incentivized for their approval of
contents.

Capacity Building
Raj-eGyan portal provides an easy to access, ubiquitous, updated and extensive
repository of digital content to the Students of Rajasthan as per the syllabus of
Rajasthan Board. The total number of hits on the available online content is 18
lakhs+. Rajasthan has implemented an integrated scheme of capacity building and as
per a policy decision it has been decided that every project is going to be having a
specific component of IEC as well as capacity and capability building. It was ensured
under the concept of “Suraaj” that is good governance that every e-governance
initiative is first implemented at the village level, that is called Last Mile, but
Rajasthan considered it to be the First Mile. As the Chief Minister believes reaching
the key beneficiaries first, which are at the village level. The project is then
implemented at Gram Panchayat level and subsequently to districts covering the
complete state. The project’s capacity building plan is enhanced every six months and
is validated through internal evaluation, dipstick surveys as well as external third
party checks , to ensure whether the capacity, capability and IEC activities have been
enough or not. Also, the implementation done by the government is properly utilised
by the beneficiaries or not.

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 Raj-eGyan

Technology including Social Media

The project has dedicated mobile app with more than 1000 downloads. Mobile app
facilitates the students, educators, educationalists and guardians to use the subject
content in the form of E-book, video, audio, workbook, etc. Rajasthan government
has created Rajasthan Single Sign On (SSOID) mechanism, through which users need
to create only one identity to access the systems for all departments in the State. It has
been incorporated in this project as well. Extensive promotions on social media
platforms are done on daily basis to reach till the last mile. For every project
implemented by the state, the Government of Rajasthan has always guaranteed
having the best of the class infrastructure and advanced technologies to be made
available. Rajasthan has the biggest Big Data Cluster in the country as well as the
biggest cluster for IBM pure app solutions and Oracle echo data, making the state a
Tier Three data centre of the country. We have more than 4000 servers running out of
the State data centre with the total capacity of 7 petabytes over which the entire set of
applications and storages run. It is ensured that for every project the best set of
technology is obtained for implementation of a project, wherein the Department of IT
and Communications or an external Technical committee decides upon what
technology is going to be used. It is a mandatory state policy to get any project more
than 25 lakhs to be approved by the State E-governance mission team head by
Principal Secretary of IT Department.

Rajasthan happens to be the most progressive state in the field of Social Media. Our
Hon’ble Chief Minister Smt. Vasundhara Raje is the most followed Chief Minister on
Facebook and Twitter with the following of more than 80 lakhs. For every IEC,
Change Management and Skill Building, social media is considered as important a
platform as print or electronic media by the government. Due to social media’s reach
till the last mile, it is judiciously used for promotion of the scheme, as well as to
enhance user experience.
Prominent government pages;
CMO: Following of more than 7Lac
GOR: Following of more than 5Lac

VALUE INDICATORS
Learnings for sharing
Online content was created by content development agency which requires an
approval work flow mechanism. The subject matter experts were unable to verify the
contents due to unavailability of laptops, computers, lack of dedication, time. It was
hampering the enrichment of the portal. So it was decided to call a joint meeting of
subject matter experts at department of school education, Jaipur and joint approval
was taken from subject matter experts offline for early and quick correction in the
contents developed and timely uploading of them at portal. SMEs were incentivized
for their approval of contents.

Digital Empowerment
The rural students were unable to access the contents even after the low bandwidth
availability to read the contents. An offline solution was developed to download all

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contents class wise at school administrator level so that student can take contents
from their respective school and access the content at their ease.

Rajasthan has always used innovative technology as an effective tool to expand

financial inclusion, through various initiatives like Direct benefits Transfer, Mobile
banking, Aadhaar enabled banking accounts, e-KYCs and many more. The
government always ensure that every single project is bi-lingual in nature. Mandatory
guidelines from Hon’ble Chief Minister and Chief Sectary of the state every
application platform and front-end portal are in Hindi as well as English. Rajasthan
has seven divisions and each division has its specialised portal and sectoral
application aligned with the demographic and cultural aspect of that specific area.

Green e-Governance
Rajasthan State Date Centre is a 100% green data centre. The upcoming data centre in
the state in going to be a Tier 4 data centre in the state and the only Tier 4 data centre
in the country which is owned, operated and controlled by the government.
Government of Rajasthan judiciously follows every policy of Green IT, along with
this the state also has its own Green IT policy which is followed by all departments
and outsourced sectors religiously. All environment friendly practices with respect to
creation, use and disposal of ICT gadgets and infrastructures are followed. The
Rajasthan Green IT policy has been prevalent since the year 2007 and was revised in
the year 2015.

Shri Akhil Arora, Principal Secretary, Department of Information Technology &

Communication, Jaipur, Government of Rajasthan, [email protected]

Shri Jyoti Luhadiya, Joint Director, [email protected].

Shri Vijay Kumar Kanugo, [email protected].

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 School Information Management System
AP Sarva Siksha Abhiyan, Commissionerate of School Education,
Government of Andhra Pradesh & APTOnline Ltd

G Srinivas, Satish K Elaprolu and Bodgari Balakishore

Project Overview
While Andhra Pradesh is making fast strides towards overall growth and sustainable
development, Education provides the surest means for attaining these goals. Andhra
Pradesh has a total of 60,462 Schools with an enrolment strength of 68,70,938
students, covering Primary Schools, Upper Primary Schools and High Schools in the
entire 13 districts. These include 44,585 Government Schools with an enrolment of
38,20,086 students. The total Teachers’ strength is 2,90,942. School Information
Management System (SIMS) project was launched with an objective of streamlining
the processes within the schools in the state to evolve a repository of necessary
information over a period. Student and Teacher Information are Aadhaar enabled and
Schools are mapped to their longitude/latitude coordinates and can be located on the
GIS Maps, leading to authenticated centralized repository. All services such as
Continuous Comprehensive Evaluation (CCE), Mid-Day Meal (MDM) are based on
biometric attendance, Distribution of Free Text books, Uniforms, Bicycles and other
initiatives based on the above repository leads to fair, transparent, time saving and
cost effective transactions.

Teacher performance is monitored and trainings provided. Subject forum is an

interactive platform for both Teachers and Students. E-Content & Virtual classes
improved the quality of education. Various reports and dashboards are available to
monitor and control the progress of each process area. From promoting Smart
Schools and encouraging the scientific temperament to organizing various workshops
and training for students and teachers, the School Education Department is nurturing
a learning community dedicated to building respectful and responsible citizens and
empowering all learners.

Delivery Channels: Online portal, Mobile Apps

Present Status: Evolving
Reasons: It has brought transparency in the Governance & Administration, reduced
turn-around-time for the end user and saved lot of money for e Department by
introducing various initiatives like-
a. Automated the Text Book Printing and distribution which resulted 4 Crores
plus saving for one year for the Department
b. Replaced Manual collection of UDISE data from the fields by introducing
Online UDISE.
c. Implementing Aadhar Enabled Biometric Attendance System called “eHazar”
for collecting the authenticated attendance of students, teacher and non
teaching staff.
d. Student authentication by Aadhar number which resulted in identifying 2 lakh
+ duplicates and by removing duplicates government could save huge funds in
the Mid-day meal scheme
Government used to allocate budgets for Text Book printing, distribution, Mid-Day
Meals and Free uniforms based on the student count claimed by the School Head

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 Digital Empowerment - A cornerstone for eGovernance

Masters. As this data was not authenticated which resulted in huge fund manipulation
and also there was no mechanism of knowing the unused budget. After automating
the above process by introducing Aadhaar authentication, it saved lot of money for
the Department.

RESULTS INDICATOR
Key Performance
There are four very important types of services are given below in the table:
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Free Text Books for students of Govt
- 1135558 2026686
school
Bi-Cycle Distribution (9th Standard Girl
- - 46593
Students)
NoC for Passport - 744 597
NoC to travel abroad - 564 716
Medical Reimbursement - 239 1335
68,59,70
Child Info 72,10,086 69,23,211
1
UDISE (School Count) - 62882 63949
CCE - - 3037188

b. e-Services of 2016-17 through various delivery channels (% of volume)

On CSCs Department Mobile Others
line Counters Gateway including
Web any Social
media
Bicycle distribution
for Girl students of 9th - - 100% - -
standard
Registration process 100
- - - -
for Badi ki Vasta %
Student Enrolment - - 100% -
NOC for Passport and 100
- - - -
travelling abroad %
Medical 100
- - - -
Reimbursement %

Description of e-Services
Free Text Books for students of Govt School: Government supplies free text books to
all students. This was done earlier by taking student count into consideration. Now an
application is developed to capture number of students (Aadhaar authenticated) and
books available at school and mandal level. The final net print requirement is calculated
after deducting the books required minus books available. Due to this system the
government was able to save 16 crores in the academic year 2016-17.

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NoC for Passport and travel abroad: Both teaching and non-teaching staff of the
department should take permission to apply for passport or to travel abroad. This
system was done manually by the applicant submitting his application and following
up with various approving authorities. This system was not only time consuming it
was not transparent.
An online application was developed in 2016 and all approving authorities given
logins to approve or reject within time bound period. This online application has
reduced the turn-around time and was a transparent process.
Medical Reimbursement: All associates of the department of school education claim
medical reimbursement with were a long drawn time consuming process which was
not transparent. An online application was developed to submit claims online and
approvals from various authorities were given online.

Implementation
As this project is being implemented online for the first time. All offline processes
were taken into consideration and online modules were identified.
 Basic Student and Teacher data dump was provided by NIC.
 This data was then purified by authenticating the students and teachers through
Aadhaar number and duplicates were deleted.
 Teacher information was captured online based on the data available in
physical service register maintained by the DEO. Teachers were given
responsibility to update their own data onto the system online.
 Information available in physical Mid Day Meal Register was digitized. Going
forward, system calculates the quantity of items consumed and future indent.
 eHazar (formerly Aadhar Enabled Biometric Attendance) master was created
after ‘purifying’ the student database which was authenticated by students &
teachers’ Aadhaar number.
 Schools were identified on Google map based on their longitude/latitude
coordinates. This helped the Government merge/close schools based on RTE
(Right to Education) principles.
 Various modules were also developed to monitor Department’s day-to-day
administrative activities & initiatives.
 Students and Teacher Performance is evaluated through Continuous
Comprehensive Evaluation and corrective measures taken wherever necessary.
Extensive provision for On-ground training to all stake-holders is being made
enabling them to use the system effectively

Implementation Coverage as on today

Students: There a number of benefits under various schemes given by the government.
But there was no proper or transparent process to ensure these benefits reached the
children. To ensure student data available is correct, all students were authenticated
with Aadhaar number and duplicates deleted. For Schemes like distribution of free text
books, Mid-Day Meal Scheme, Distribution of Free Uniforms an online application was
developed to monitor these benefits reached the students and there was no wastage
which ensured huge savings to the government. Continuous Comprehensive Evaluation
application was developed online and student performance recorded in each Formative
and Summative Assessment, various reports were generated from this data to analyse
factors that needed improvement to ensure better education.

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 Digital Empowerment - A cornerstone for eGovernance

Teachers: All teacher data as per offline service register is now available online, with
Aadhaar authentication. Teacher transfers and Teacher promotions were done online.
Services like No Objection Certificate for passport application and to travel abroad
and Claim for Medical Reimbursement was made online which helped the applicant
monitor the status of the application at any given time, ensured transparency and
reduced the turn-around-time.
Government: Government is able to monitor and take corrective measures by
accessing reports using real-time data. Plan budgets under various schemes. Bring in
innovation to make education an ennobling experience to students.
Citizens: As all information is online people can access measures taken by
government in the field of education and can be involve through donor corner.

New Services / Enhancements

As this whole project was enabled online for the first time all process were developed
after understanding the offline model.
 Student Information: All details of students were captured from school level,
during this process it was noticed that a student was shown as enrolled in
multiple schools. By authenticating the students through their Aadhaar number
duplicates were deleted. Thus enabling huge savings to the government under
Mid-Day meal scheme, Free Text books and Free Uniform distribution
scheme.
 Teacher Information: Teacher data was available at the DEO office in a
service register. The same was developed as on online application and
complete data was captured by giving logins to Teachers to enter the details
thereby deleting any duplication or misrepresentation of details.
 School Information: All physical details of the schools were captured in an
offline UDISE (Unified District Information on School Education) form. This
was developed as an online application, for the first time in India by
Department of School Education, Govt of AP and implemented successfully.
 Geographical Information System: This application was put in place by
capturing Longitude/ Latitude of schools captured through a mobile app and
identifying the schools on Google map. The data so captured helped the
government in identifying schools with low student count. These schools were
closed / merged with other schools as per the RTE act.
 Biometric Attendance (eHazar): Attendance is captured through biometric
machines and authenticated by e-hazar. This attendance is used to deliver mid-
day meals.

ENABLER INDICATORS
UDISE (Unified District Information on School Education)
UDISE data capture was a manual process which was repeated every year until the
academic year 2014-2015. An online solution that reduces repetitive manual process
of entering static information was developed. An online application was developed to
capture fine granular data of entities like Children, Teacher, School etc., and then the
application was pre-populated with U-DISE base data of the year 2014-15. An option
to create or modify data wherever required is repeated until a consensus is achieved
between two systems. The system was exposed for public usage through login

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authorization credentials for various levels of officials. A team from National

University of Educational Planning and Administration (NUEPA), Govt. of India,
architects of existing U-DISE system was highly appreciative of the features of the
system and showed keen inclination to use the system in other states. Thus, system
resulted into further commercial prospects.

Student Information
Student details were captured online by NIC. This dump was given to APOnline. In
UDISE only count of Students is taken. This count is then used to approve budgets
like Mid-Day Meal, Free Text Books, and Free Uniforms under government schemes.
This dump was purified using Aadhaar authentication for students so duplicates can
be scrapped. 2 lakh + duplicates were deleted, which helped government in huge
savings under various schemes.

Geographical Information System

As per the RTE act pertaining to distance of school, it was desired to map the schools
on Google map. The government used this data to identify such schools where there
was more than one school in the same radius as defined by RTE act, which had either
low count of students or more teachers than were necessary. On identification such
schools were merged.

VALUE INDICATORS
Learning for Sharing
A UDISE (Unified District Information for School Education) is a system to capture
data of 18 different sections regarding all Government and Private recognized schools
by Government of India to plan, budget and sanction various schemes. This is an
innovative online system developed for the first time in India during November,
2015. The comprehensive system is first of its kind built in India.

Until 2015 the practice was to manually furnish yearly data in pre-printed forms by
Head Master of each school. The form was collected by Cluster Resource Persons
(CRPs) and sent to MEO (Mandal Educational Officer) office where data entry
operators would enter the data into a computerized system. A printout of the same
was again collected and sent back to the Head Master for verification and approval.
As the data was handwritten chances for changes to data were high. This system does
not address the needs of detailed information drilling down to individual entity.

The above manual process was repeated every year until the academic year 2014-
2015.

Unique features: The current innovation is an online solution that reduces repetitive
manual process of entering static information. Data can be entered or updated and
viewed online by all the concerned. The system comes integrated with various
validations taken care online at the time of entering/modifying data saving on time.
Earlier these validations were taken care by a batch job that was run separately,
resulting in pointing out possible errors that were again corrected in the system and
hence were time consuming.
The salient striking feature of this system is to provide data to the granularity of each

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 Digital Empowerment - A cornerstone for eGovernance

individual entity like Children, Teacher, Schools, etc., by drilldown mechanism.

APOnline working on SIMS (School Information Management System) Project were
entrusted with the job of developing online system for UDISE requirement. For this
purpose School Education Department provided us with 2014 UDISE data. Initially,
data related to the 18 sections of existing U-DISE system were analyzed to
understand what data was being captured and how it is useful in developing various
modules. An online application was developed to capture fine granular data of entities
like Children, Teacher, School etc., and then the application was pre-populated with
U-DISE base data of the year 2014-15. An option to create or modify data wherever
required is repeated until a consensus is achieved between two systems.
The system was exposed for public usage through login authorization credentials for
various levels of officials.

A team from National University of Educational Planning and Administration

(NUEPA), Govt. of India, architects of existing U-DISE system was highly
appreciative of the features of the system and showed keen inclination to use the
system in other states. Thus, system resulted into further commercial prospects. The
system was implemented on a three tier architecture model hosted on dedicated
servers, so as to gain on performance. Clients are connected using high performance
VPN to connect to the server for running the application. As the system is online
integrated with various validations, has better off in terms of performance and real
time data instantaneously. This is a distinct advantage over the batch validations of
data in the existing system which is time consuming. The data so generated became
an authenticated master source for various modules being developed in SIMS like
Student Information, Teacher Information, School Information, Children with Special
Needs, Mid-day Meal etc., As the system is online computerized system it saves
extensively on paper printing which was very huge in volume in the earlier system.
Digital Empowerment
In remote rural areas where there is no net connectivity the following steps have been
initiated:
1. Mobile App for capturing longitude/latitude, school infrastructure status was
captured offline and data uploaded where there was net connectivity.
2. Data Entry of marks for Continuous Comprehensive Evaluation couldn’t be
entered at school level hence Department entrusted the same to APOnline
Centres.
Green e-Governance
As the whole system is online there is no paper work involved.
 Centralized Repository: All repository of all entities viz students, teachers,
schools etc is available on a centralized system thereby eliminating manual
records.
 Paperless Approvals: Approvals for various applications like Medical
Reimbursement, No Objection Certificate etc for Teachers is now available
online, hence use of paper is abolished.
 Online Reports: All real-time reports are available online, this helps all
authority to take decisions without asking for manual reports.
 Email Communication: All inter department communication is through mails,
which ensures authenticity of the sender, and timely response.

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 School Information Management System

 Group Communication: WhatsApp groups are created to send and receive

information which is relevant to the department for monitoring application
performances.

Shri G Srinivas, IAS State Project Director, Sarva Shiksha Abhiyan, Vijayawada,
521 456, Amaravathi, Andhra Pradesh. [email protected]

Shri Satish K Elaprolu, Chief Operating Officer, APTOnline Ltd. Hyderabad,

[email protected]

Shri Bodgari Balakishore, APTOnline Ltd. Hyderabad, [email protected]

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 Integrated Solution for Recruitments for
Punjab Public Service Commission (PPSCISR)
Punjab Public Service Commission (Punjab)

Jasleen Kaur Sandhu and Vikram Jeet Grover

PROJECT OVERVIEW
PPSCISR is a highly parameterised and configurable application that allows Creation
of various types of Advertisements, Publishing /Closing of Advertisements as per
defined schedule, on-line registration by the candidates, offline registration facility
under admin panel, online generation of admit cards & roll numbers centre wise,
centre wise availability of list of eligible candidates, allotment of test venue and role
based tasks. It also allows the PPSC to monitor, manage, modify, approve and reject
the data as per requirement, through admin control panel at any stage. The PPSCISR
portal is based on specifically designed/developed CMS (Content Management
System), which enables the commission to perform various activities based on the
roles. The role-based CMS requires no dependence of the user department for website
administration or for updating details anytime. All the activities have provisions for
Approval/Rejection at every stage. It also allows generation of various types of MIS
reports and dashboard for senior management. Integration of email as well as SMS
has been incorporated in PPSCISR for information dissemination such as Intimation
on successful registration, receipt of payment and generation of admit card/exam
centre/venue to candidates.

Following are the salient features/functionalities of PPSCISR:

 Highly parameterized and configurable application
 Advertisement Management (Creation / Publish / Schedule/ Approval /
Rejection)
 Provision of creation of Multiple Posts under an advertisement
 Post-wise configuration of creation of Qualifications, Category, Fee, Age
Relaxation
 Generic Online registration process for all types of Advertisement
 Configurable templates for all advertisement
 Facility to upload linked PDF document, Content, links for each advertisement
 Offline/ online/ Fee payment Exemption option
 Export/ import of payment details with bank
 Approval of payments
 Creation and Approval of examination papers details
 Venue Management (Creation /allocation of exam Centre, Block / Room)
 Assignment, Approval and Generation of Admit card
 Provision to configure instructions for candidates on Admit Card based on
post/ advertisement type
 Downloading of Admit card for candidates
 Answer Key Objection Module(Objections from Candidates)
 Rejection of Candidate at any stage
 Assigning and approval of Result

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 Integrated Solution for Recruitments for Punjab Public Service Commission (PPSCISR)

 Creation of new Tabs, Tab-links ,Menus

 Approve / Reject facility for created content
 Dynamic Display of Content and Links
 Scheduling of Content and Links
 Dynamic Theme setting
 Role-based access
 Audit trail of all activities
 OTP for password reset
 SMS / E-mail alerts for registration/approval of payments/Admit card
 Provision for Group SMS and Email
 MIS Reports
 Graphical Dashboard

The prime objectives/reasons of development /deployment of Web Based Integrated

Solution for Recruitment (PPSCISR) for PPSC (Punjab Public Service Commission
can be summarized as below.
 To devise an ICT enabled system, which expedites the process of candidate
selection for government job with speed and transparency.
 To ensure complete solution to PPSC for speedy and transparent recruitment
process.
 To ensure instant availability of application forms 24x7 and to provide facility
of online submission of application form to candidates from their premises.
 To provide data security and reduce legal actions from applicants by
maintaining audit logs.
 To ensure cost saving by applicants as well as PPSC by eliminating the sale of
application forms, management and processing of physical forms, distribution
of admit cards and examination related material.
 To ensure intimation of acceptance of application form, call letter to
candidates through SMS and email.
 Restricts submission of applications by enforcing Validation Rules.

URL: http://ppsc.gov.in
Status As on 12/07/2017
Initiated in March, 2014
Static Website hosted on 23/06/2014
Total Advertisements, Posts and Vacancies
Year Total Advertisement Total Post Total Vacancies
2014-15 08 09 0766
2015-16 15 48 0685
2016-17 29 29 1860
Total 52 86 3311

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 Digital Empowerment - A cornerstone for eGovernance

Total Candidates Registered, Payment Made and Admit Card Assigned

Total Payment Made(No. of Admit Card Assigned
Year
Candidates Candidates) (Year Wise)
2014-15 730 339 3
2015-16 53551 41519 31926
2016-17 46276 46276 32933
Total 100557 88134 64862

RESULTS INDICATORS
Key Performance
Following are our key result indicators and their respective performance against plan-
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Advertisement – 08 15 28
Creation/Approval/Publishing/Sched Advertise Advertisem advertiseme
uling and rejection of created ment for ent for 48 nt for the 28
advertisement the 9 post post and post and
and 766 685 1860
Vacancies Vacancies Vacancies
Registration(Candidate Portal) 730 53551 45144
Payment Process (online/offline) 339 41519 45144
Creation and allocation Venue and 3 31926 19691
assigning, approval and generation
of Admit card
Answer Key Objections process - - -
Customised SMS and Email(Group 90,000 107000 28266
or Individual)

b. e-Services of 2016-17 through various delivery channels (% of volume)

Others
Mobile including
On line Department
CSCs Gateway any Social
Web Counters
SMS media
Mobile App
Registration 100% NA NA NA NA
Admit Cards 100% NA NA NA NA
Payment Challan 100% NA NA NA NA
Print Application 100% NA NA NA NA
Online 100% NA NA NA NA
Registration

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 Integrated Solution for Recruitments for Punjab Public Service Commission (PPSCISR)

Description of e-Services
Advertisement –Creation/Approval/Publishing/Scheduling
 Process adopted by PPSC earlier used to take lot of time to create, maintain
and retrieve the important information related to the advertisement and post.
PPSC also faced difficulty in disseminating information to candidates
regarding any new announcements, changes in Scheduled etc. for a particular
advertisement. PPSC also faced lot of difficulties in Scrutiny of the offline
application based on advertisement criteria, which involved number man-
power and used to be time consuming.
 By using this e-service now only one person is, managing the advertisement
service and creation of the new advertisement takes 10 to 15 minutes.

Registration (Candidate Portal)

Candidates used to apply by registering themselves using prescribed form, which they
used to purchase from PPSC manually. It was time consuming and prone to delay in
submission because of the external factors. Candidate may make mistake while filling
up the form and due to that, application form used to be rejected in Scrutiny. Now
they can register for a particular post/advertisement within minutes on PPSCISR
portal from anywhere. Eligible candidates only can submit their application as per
criteria mentioned in the advertisement after proper verification.

Payment Process
PPSC used to verify the Payment details of the candidates for a particular
advertisement manually, which was a daunting task. Now, PPSC can easily track the
details of the Payment and Candidates can get updates on Payment approval.

Venue Management - Creation and allocation Venue and assigning, approval and
generation of Admit card
Allocation of venue and generation of Admit cards was done manually, which used to
be a cumbersome and time-consuming process. Now by using this process, PPSC can
allocate venue and create exam papers, admit card in a short span of time. PPSC can
easily shuffle the candidates and assign roll numbers, venue information, and multiple
exam paper details through PPSCISR portal.

AnswerKey Objections Module

For any errors in questions or answers for an examination, the process of raising
objections by candidates was manual. PPSC used to receive such objections from the
candidates through email for receiving Answer key/question objection earlier. It was
a cumbersome and time-consuming process and the categorization of the received
information was difficult and errorprone. Now with the implementation of objection
module, it would be possible for PPSC to generate complete reports regarding all
objections in single click.

Customised SMS and Email (Group or Individual)

Earlier PPSC faced lot of difficulty in dissemination of alerts and other important
urgent information to the candidates especially in bulk. PPSCISR has provisions for

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sending bulk SMSs, and emails to candidates thereby facilitating dissemination of

information immediately. It is possible now to send customizable information through
SMS / Email for specific candidates or group of candidates at any time without any
delay.

Implementation
Implementation Coverage as on today
• Web Based application open to public and PPSC officers/officials
• Highly parameterized and configurable solution
• Recruitment processing for 51 advertisements for 86 posts and for 6961
vacancies. More than a 1 lakh candidates have already applied through this
portal
• Payment online/Offline, provision to enable/disable online payment
• Customizable SMS / email
• PPSC/Candidates
• Configurable template for General, PCS (Preliminary and Mains) and
Register A2/C
• Answer Key Object Process

New Services / Enhancements

• Responsive and mobile friendly(Under Process)
• Answer Key Objections process

For any errors in questions or answers for an examination, the process of raising
objections by candidates was manual. PPSC used to receive such objections from the
candidates through email for receiving Answer key/question objection earlier. It was
a cumbersome and time-consuming process and the categorization of the received
information was difficult and error prone. Now with the implementation of objection
module, it would be possible for PPSC to generate complete reports regarding all
objections in single click.

ENABLER INDICATORS
Process Reengineering
A number of meetings were held with officials of various branches in PPSC other
stakeholders and processes were redefined to smoothen the work-flow in order to
make the system more streamlined. This helped in making the system more efficient,
less-paper dependent thereby reduction in the overall cost, man power requirements
and in time taken in finalization of recruitment process. To cite few examples,
PPSCISR is completely CMS-based application that requires minimal efforts to
create, modify, upload the contents on the portal. Also the advertisement management
module considerably reduces the efforts which were otherwise put in manually by
PPSC staff. The Venue management module too is an enabler for PPSC for venue /
floor / room allocation as well as reshuffling.

Capacity Building
A number of trainings have been conducted for the operational staff as well as
officers to handle the CMS-based portal and PPSCISR application. Refresher
trainings are also conducted as per the requirements of the user and with the release

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of new features/ functionalities from time to time. Thorough testing is done at the
developer’s end after which PPSC is given access to critically test the module.
Operational guidance is being provided to PPSC through various means including
telephone.

Leadership Support
PPSCISR is developed and deployed under the ownership of PPSC which has been
possible because of complete support from the top management including Chairman,
Secretary, Secretary (Examination) as well as PPSC staff handling the recruitment
process. The support provided by PPSC has helped in concisely finalising the
requirements and modalities for completion of development of PPSCISR in time
bound manner.

VALUE INDICATORS
Learnings for sharing
Due to variation in the in the various types of advertisements published by PPSC, it
was a challenge to build a generic kind of application which could cater to all types of
advertisements with minimal effort and using one generic form. PPSCISR includes a
Generic Online registration process for all types of Advertisement with easily
Configurable templates for all advertisement.

For SMS, CDAC solution is being used, for email SDC email gateway is being used
and for ePayment SoBP gateway is being used. It was a big challenge to bring all
stockholders in sync for implementation of these services.

Looking at the frequency of changes required by PPSC in wake of the orders from
different Hon’ble courts issued from time to time and implementation of these
changes required in very short span of time, a CMS based highly configurable and
parameterized solution was developed. That helps PPSC in making minor level
customization and modifications with minimal efforts.

PPSC being remotely located at Patiala that is far away to the development centre of
NIC, it was difficult to coordinate meetings with various stakeholders on short
notices.

Digital Empowerment
The PPSCISR application was developed keeping in mind the ease with which citizen
can use this application. The user interface is fully citizen friendly and self-
explanatory.

The users have benefited with the availability of latest urgent announcements, alerts
and advertisements online. The availability and access to the registration form online
and access to download admit cards from their premises have digitally empowered
the users.

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Candidates can upload the answer key objections online instead of sending the
objections through email.

Green e-Governance
PPSCISR promotes green governance as the lifecycles involves less-paper processes
and procedures. That has ensured green computing resulting in huge cost savings by
PPSC and applicants as well in terms of eliminating the sale of application forms;
management and processing of physical forms, distribution of admit cards and
examination related material.

Mrs Jasleen Kaur Sandhu, Secretary, Punjab Public Service Commission (Punjab),
[email protected]

Shri Vikram Jeet Grover, Senior Technical Director & Addl. SIO (State), National
Informatics Centre (Punjab), [email protected]

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 Mid-Day Meal Automated Reporting &
Management System (MDM ARMS)
Department of Elementary Education, Government of Himachal Pradesh &
National Informatics Centre, Himachal Pradesh State Centre

Manmohan Sharma and Ajay Singh Chahal

PROJECT OVERVIEW
Objective: To Improve the enrolment in classes 1st to 8th of Government schools by
ensuring that the children go to their schools regularly, with the incentive of receiving
meals, through daily monitoring of the meals being actually served in these schools
under the Mid-Day Meal Scheme of the Department of School Education and
Literacy, Ministry of Human Resource Development, GoI. The idea has been to
collect it through a Toll Free SMS from the mobile phones of the teachers without
incurring any cost as other means like IVRS, Internet based solution or manual
methods are very expensive in comparison and involve much accounting.

Scope: Functional: Collection of daily meals served data along in every school of
State in India, with reasons for not serving the meals-if not served, monthly
enrolment figures with status of availability of funds and ration and its automatic
transfer to the National MDM Portal at the end of the day. Therefore, theoretically, a
total of 10.5 lakh schools serving mid-day meals in the country to almost 11 crore
students can be covered under the software. Geographical: The software coverage is
the schools situated all over the country.

Benefits:
• Daily reporting of mid day meals enables the State and Central authorities to
better monitor the scheme as no fudging of records is possible
• The students get their meals on time and regularly because in case food is not
being served, reporting with reason has to be done
• The actual meals served, when reported on daily basis, are lesser ever since
daily data is collected, as compared to the earlier system of 3 month reporting.
• Any State can come onboard and start using the SW. The data is automatically
transferred to the central server.
• Centralized common application for use by all States, without incurring any
expenditure by individual States (except the Push SMS cost for confirmation
messages)
• Easy onboarding using Excel sheets to populate master data to enable every
State to start collecting and transmitting data to National level in a day itself
• Cost effective solution due to Toll Free SMS receiving number
• Full coverage for data collection as mobile phones are functioning in remotest
corners of the country where the meals are served in schools
• The Mobile app, Mid Day Meal, enables data transfer even without the
Internet using the SMS feature of the Smart phone

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 Digital Empowerment - A cornerstone for eGovernance

• Lesser accounting as no re-imbursement is needed to teachers for using their

mobiles for data transfer
• The software has features for checking data consistency, is multi-lingual, GIS
based querying, complaint lodging, checking meals status of a school to cross
check its accuracy.

Delivery Channels: The software covers 3 channels of service delivery, namely,

feature phones, smart phones and Internet. While the teachers primarily use the
feature phones, the Block/District/State level officers can use either the Mobile app or
the Web interface as connectivity is easily available at these locations.

Present Status: At present, 1.83 lakh schools of 12 States are reporting data through
MDM-ARMS and 7 more States shall start using the software soon. The States who
have implemented the software are Rajasthan, Himachal Pradesh, Haryana,
Chandigarh, Daman & Diu, Dadar Nagar & Haveli, Meghalaya, Tripura, Madhya
Pradesh, Telangana, Mizoram, Uttarakhand. The States of Assam, Kerala, Odisha,
Chhattisgarh, Jammu & Kashmir, Nagaland and Arunachal Pradesh are coming on
board as they have already submitted the Onboarding form.

Reasons for Nomination: The MDM ARMS is a unique software, developed in a

short time, offered as a Service, to any State Education Department of the country
with negligible cost to improvise the quality of meals being served, thereby resulting
in accurate reporting and increased enrolment in State Schools, which is the primary
objective of the Scheme. Another reason is the fast onboarding process, which has
enabled 12 States to start reporting for 1.83 lakh schools in just the first year of its
implementation. The MDM Mobile App has been awarded the Digital India Award-
Gold Icon-2016 (formerly WebRatna Awards) under the Mobile Apps category.

RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-
a. e-Services and Volumes
Name of e-Service Vol. of services
year-wise (No’s)
2016-17
Daily meals data, holidays, reasons for not serving 2,06,20,231
data transfer through 3 modes of SMS, Mobile App
and Web
Monthly enrolment, fund and ration availability data 7,65,498
transfer
Confirmation Messages/ Reminders for responding 2,46,767,09
Registered Schools 1,83,571
Registered Teachers 3,53,908
Registered States 19
States Using the Software 12

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 Mid-Day Meal Automated Reporting & Management System (MDM ARMS)

b. e-Services of 2016-17 through various delivery channels (% of volume)

Mobile Others including any
On line
Gateway Social media Mobile
Web
SMS App
Daily meals data collection 875645 19643121 101465 (0.49%)
(4.25%) (95.26%)
Monthly enrolment data 98654 652844 14000 (1.83%)
collection (12.89 (85.28%)
%)
Confirmation Messages/ 244253 24432456 -
Reminders for responding (0.99%) (99.01%)

Description of e-Services
Reduction in Data Reporting Time from 3 Months to Same Day: Prior to the
development of this MDM-ARMS solution, every State was working independently
in collection of meals/enrolment data and the Central Government was funding their
efforts. While some of the bigger States engaged private operators for collection of
data on daily basis using Integrated Voice Response System (where a call was routed
to the responding teachers’ mobile phones), majority of the States were collecting
data manually in the form of paper reports and sending this data to DSEL after 3
month’s interval. Block wise resources have been hired on out-sourcing basis for this
work, incurring huge expenditure, without any check on the quality of data being
collected, due to the time lag in reporting.

Daily / Monthly Reporting: The daily data reporting is the main eService available in
this application and the number of daily reporting have crossed to more than 1.10
lakh per day. Although 1.83 lakh schools of 15 States are registered in the SW, there
are holidays, different school sessions, therefore, on an average more than 1 lakh
schools report daily through this application. So far more than 3 Crore transactions
related to sending of daily and monthly data have been recorded in about 14 months,
since its implementation in Himachal Pradesh in June 2017. The number of States,
Schools and reporting has increased exponentially.

Multiple Delivery Channels: The software provides three channels of reporting daily
and monthly data without incurring major costs. These channels are SMS, Mobile
App and Web-interface. Through convergence, even data collected through other
means like telephone, visit etc can be entered by another person/official, using any of
the web application, provided they are authorized user. In addition, the Student
Aadhaar seeding mobile app adds another dimension to the multiple services offered
by the SW.

31 Times Lesser Cost than IVRS: The cost of IVRS call is Re.1 (minimum) across
all service providers. Even the IVRS call has to be made to the personal mobile phone
of the individual teacher as these schools having classes upto 8th are not having any
land line phone (15% higher/secondary schools may have landline), are located in
remote locations and internet connectivity is available only in about 15% schools.

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The cost of sending data to Toll free number is nil. However, there is cost associated
with the response that is sent back from the SW to the reporting teacher about the
data format data and responding teacher being correct and the message received is
replayed back to the teacher along with the reported meals and the name of the school
against which the data has been mapped. The cost of this SMS is 3.2 paise on NIC
SMS gateway which is cheaper by 31 times (Re.1 in IVRS) and in case IVRS
reminder has to go, it costs another Re.1 per reminder resulting in further difference
in overall cost.

Fast Onboarding and Replication: The software MDM ARMS is offered as a service
to the States and they just fill one form and come onboard with their own URL as
extension, own logos, own photos, contacts, directory etc. The moment they upload
correct master data through Excel sheets, and it is correct, they can start collecting
and transferring data to national portal. The further fund release is based on this data.
The software has many exception and MIS reports with graphical layouts to better
represent the data transfer status. In just one year, 15 States have implemented the
SW and 3 more States have come on board.

Social Benefit: As all data meals data is reflected in the public portal, the citizens can
also cross check and file complaints from social audit point of view.

Implementation Coverage as on today

The MDM ARMS eGovernance solution is a unique example of Software as a
Service (SaaS) in Government sector using simple/wide spread technology with
coordination between Centre and State, and its fast replication in 15 States in just one
year covering the almost the entire geographical area of the country from Jammu to
Daman to Telangana, Madhya Pradesh, Uttrakhand, Rajasthan, Chandigarh, Haryana,
and the entire North East States. 1.83 Lakh schools of these 15 States are registered
and transferring data which gets transferred to the National portal automatically.
Besides the Government, the citizens also have access to this data for cross checking
through the Web and Mobile App. Almost 3.53 lakh teachers are registered for data
reporting.

The responding teachers, inspecting and monitoring authorities, Department of

School Education & Literacy, MHRD, GoI (the funding agency), citizens and most
importantly the students are the stakeholders of this Project.

New Services / Enhancements

As per requirements received from some of the States, the following three additional
data collection has been made part of the project during the first year of
implementation itself:
• Eligible MDM students present in school, today because some students may
not be taking meals and the reasons need to be identified by the Management.
• Total teachers present in school, today, to monitor the overall attendance of
teachers since data is collected in near real-time environment and wrong
reporting can be detected upon inspection.
• Android mobile app to view status of meals served, schools who have not

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 Mid-Day Meal Automated Reporting & Management System (MDM ARMS)

reported, sending data using SMS (without Internet) and Internet. The reason
for adding the mobile is to facilitate the inspecting and monitoring authorities
to have a facility to check the status from any location and issue alerts to
defaulting schools in one go, in a user friendly manner. The App has got
Digital India Award 2016 (Gold) in December 2016 from the Hon’ble Union
Minister for Electronic & Information Technology, GoI.

ENABLER INDICATORS
Toll Free SMS receiving Number 15544
Getting the Toll Free number 15544 from TRAI is the key enabler for the run-away
success of MDM ARMS software in 15 plus States of the country, in spite of the
differences of work culture, language, understanding etc. The advantage is that no
State has to apply separately for this number and they immediately start using it. This
number works from all mobile service providers and there is no cost associated which
is charged to the officials sending the SMS. The SMS based data will only be
received if the sender is registered in the Software for sending data. Otherwise, the
data will be discarded, so no wrong/ misleading reporting is possible. The individual
States don’t have to any configuration for using this Toll Free number at their level,
no agreements need to be signed and all they have to do is collect their teachers’
names and mobile numbers against the DISE school code.

Changing Reporting Pattern to daily basis-GoI Orders

The daily reporting pattern has been notified by Government of India, which is only
possible through the use of ICT in a big way. Manually collecting daily meals data in
any other mode is next to impossible. The DSEL, MHRD, GoI effected this change
because all States have been reporting one Time enrolment and almost 100% meals
being served to these enrolled students because grant is released by GoI based on the
meals served. This consolidate reporting is done by States after 3 months. Therefore,
the GoI has to rely on the reported data and release grants. The other modes being
time consuming and expensive, this order of daily reporting has resulted in pressure
being mounted on the States to use a standard software application, which they may
start using from day 1 without incurring any major costs.

Comprehensive Software Solution

The software development has been done with the objective to test and implement it
first in Himachal Pradesh and then replicate it in those States who do not use any
ICT/ Mobile based application for data collection or who opt for this model of SMS
based data collection.

And this has been the key-enabler as it is offered in the form of Software as a Service.
The software architecture is designed in such a manner that a State can come on
board and start using it on the very first day. All master data has been kept in sync
with the National level schools codes for location and other relevant parameters.
Essential parameters required for the masters can be populated directly through the
Excel sheets which are quite easy to prepare. The entire pre-requisites are covered in
a single sheet for easy understanding by onboarding States. Minimum entry by school

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 Digital Empowerment - A cornerstone for eGovernance

teacher is required, as even the State need not be specified in the SMS because the
Teacher’s mobile number is identified for the mapped State and School. The SMS
itself is just 5 to 8 characters maximum (MDM plus Numeric figure of meals).

The software is very comprehensive and caters to National level requirements, State/
District and Block Departmental requirements, respondent teachers, citizens etc. Data
can be collected through SMS from feature phone, mobile App from smart phones
and web-interface.

The software is single a single instance, security audited twice, hosted on NIC Cloud
and State instance is created immediately. So no separate hosting procedure, security
audit, URL registration is required by individual States. Customization as per State
requirements can be done by the Administrator, who is the only role created by NIC
HP Administrator of Software for the onboarding State. Further, customization, data
uploading etc is done by the State Administrator. Data transfer to National level is
automatic as it is ported every 15/30 minutes, provided the school DISE codes match
with the National level assigned codes.

All training material is available online, includes video tutorials. Online help in the
form of FAQs is available. Two mobile apps for viewing/transferring data and
Aadhaar number seeding supplement the web-application where the primary mode of
data collection remains the SMS mode. Auto alerts to defaulting teachers ensure that
maximum school data is transferred in a day. Random inspection data is also
generated to keep a check on the correctness of the reported data. This
comprehensiveness has resulted in the fast replication of this software solution in a
number of States.

VALUE INDICATORS
Learnings for sharing
The eGovernance project for development of a standard solution for the DSEL,
MHRD, GoI was conceptualized in March 2016 during a discussion with Director
General NIC, NIC HP Team and DSEL team. Two options of IVRS and SMS based
data reporting on daily basis were discussed. While IVRS was expensive (Re.1 per
school daily cost), the SMS solution involved sending data in pre-defined format and
then there was the question of sharing SMS cost as it was to be sent from the mobile
phone of the teachers. However, a toll free SMS number could solve this issue and
would be almost 33 times cheaper then the IVRS solution. Getting the Toll Free
Number by MHRD through TRAI took almost 3 months. But the software
development and testing was done using the NIC SMS Gateway. Once the number
was assigned by TRAI, it was checked for all Mobile Service Providers in different
States. Some teachers would say that amount has been deducted for SMS and service
providers were asked to correct the problem. This Toll Free number changed the
game and all States could come on board immediately.

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 Mid-Day Meal Automated Reporting & Management System (MDM ARMS)

The 2nd challenge was populating the master data of schools (complete location and
school code) and teachers with their names mapped with schools and then their phone
numbers. Although it is a web-enabled solution, implying that data can easily be
entered in a distributed manner, entering data of 2 Lakh schools with almost 5 lakh
teachers actually transfers into thousands of hours of data entry in different States and
considering that this master data of schools was at least available with States in the
form of DISE code. A standard Excel sheet covering all data of a school with
location, teacher, mobile, longitude/latitude was provided in the software for fast on-
boarding. The State of Rajasthan with almost 80,000 schools could populate their
masters in a week and started using the software ahead of all other States. District
wise Excel sheets can be used in the SW which also throws errors in case data is
wrong in Excel sheets during uploading stage.

Training of teachers in using the standard format of SMS was done through Video
tutorials, which have been made available on the web-interface itself for training at
Block/ District level. The daily reporting puts an onus on schools to properly prepare
and serve meals along with honest reporting as data can be cross checked with
physical inspection. Any delay in reporting results in fudged reporting.

Digital Empowerment
The social objective of this initiative is to ensure an increase in the number of
children going to schools in the hope of getting good food, attending the classes
regularly and becoming responsible citizens in the coming years, the younger
generation being the foundation for a bright future of the country. The data collected
for this purpose is mostly in numeric form, but instructions and web/mobile interfaces
have been developed in such a manner that it supports all languages (scripts).
The interfaces are both in Hindi and English in Web/Mobile app, but any State can
populate their local language labels. The mobile app and the web-interface language
change is enabled immediately upon selecting English, Hindi. The public interface
also facilitates citizen to send their MDM related grievances online along with
attachments to concerned School Authorities and helps in its monitoring at the Block,
District and State Level officers. The Department can also send their replies online to
such citizen grievances which help them in better monitoring of this scheme at grass
root level/remote level through public participation.

Green e-Governance
The entire MDM ARMS initiative is entirely paper-less. The reporting of daily and
monthly data, as per pre-defined formats, is collected through the existing mobile
phones of the responding teachers. There is no compilation of this data at any level,
although web-based reports are available for monitoring/ compilation purposes, and
the data travels to National portal in online mode using web-services.

Since the data is transferred to a toll-free 15544 National SMS receiving number on
NIC SMS Gateway, there are no re-imbursements of any kind to any person/ teacher
associated with this project. Hence, no accounting reports and record keeping either.

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The existing mobile phones of responding teachers are used to send SMS based data
to Toll-Free number, hence, there is no additional purchase of any mobile phone by
either the Government or the employees, thereby ensuring that the number of phones
doesn’t increase. This ensures that no additional e-waste is being generated as a result
of this initiative, which is normally the case in may eGovernance projects of this
kind, involving purchase of thousands of mobile devices (will run into lakhs in case
of MDM-ARMs). No additional hardware of any kind has been purchased under the
project and cloud hosting ensures no local hardware deployment by any State.

Shri Manmohan Sharma, Director, Department of Elementary Education

Government of Himachal Pradesh, [email protected]

Shri Ajay Singh Chahal, State Informatics Officers, National Informatics Centre,
MeitY, Government of India, Himachal Pradesh State Centre, [email protected]

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 School Education Portal
Department of School Education, Government of Uttarakhand

R K Kunwar and Sanjay Gupta

Project Overview
Geographical spread of Uttarakhand is marked by plains and hills in the south and
tough mountainous terrain in the north which controls the demographic pattern.
Implementation of the state run education system facing challenges from these
complications. To enhance the effectiveness of the education system in vogue, it was
conceived by the state Govt. to develop a web based portal which can be used as an
integrated platform for the students, teachers, administration, various schemes of
school education implemented in the State, citizens and the other stake holders.

With this background a portal named “School Education Portal Uttarakhand”

(http://educationportal.uk.gov.in) was designed & developed by NIC Uttarakhand and
implemented by the school education department Uttarakhand. The project was
initiated in April 2015 with following main objectives:

Human Resource Management System

This module is to manage the Employees Information like Personal Details, Posting
and service Details and all other columns of service book like promotion, trainings
attended

School Management System

This module captures details of schools like demographic details, infrastructure
details, student enrolment, sanction post and unit categorization (X or Y) on the basis
of eleven norms and their sub-norms parameters etc.

Teachers Transfer Module

Transfer system is based on the quality points calculated for the teachers. Quality
points are calculated on the basis of certain parameters i.e. teachers tenures in
X(Sugam) and Y(Durgam) type of schools, last three years attendance records of
employees and exam result performance in employees subject in last three years etc.

School Inspection Module

This module is for creating and managing the inspection team, inspection schedules,
reports etc. for the inspection of schools for improving the quality of education in the
State.

Student Details
This module captures school and class wise student details like personal details,
Aadhaar no. etc. The enrolment of students for Uttarakhand School Education Board
is also done using this module. The student’s promotion to next class after completion
of academic session is also done by respective schools.

Intended Benefits
• A powerful tool in the hand of stakeholders for continual improvement of the
school education system in public domain.

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• The e-Service book is readily available to a teacher or an officer by accessing

the portal using his/her user credentials.
• Availability of all information related to school system at one point viz.,
details of students, subject-wise teachers, amenities available in the school etc.
• The generation of teacher’s gradation list after incorporating an individual
teacher’s quality points is electronically generated using this system. The
gradation list helps in assessing the vacancies for compulsory transfer of
teachers.

Future Planned Functional Coverage Across the State

• Application software for monitoring work performance of identified modal
schools (Currently two schools identified per block. Total 190 schools).
• Leave and Tour Management System
• Automation of Annual Performance Report of Officers of School Education
Department Uttarakhand.

Present Status
The Education Portal is Implemented and operational across the state with 70,000
teachers/employees profiles, 22000 schools and more than 10 lacks student profiles.
Reason for nomination
1. One of the main reasons to nominate this e-Governance project is that having a
single portal for all activities related to school education Uttarakhand in
respect of teachers, students and schools.
2. The existence of Education Portal will help develop ICT culture among
teachers, officials and students in the State. The participative inclusion of all
teachers by sharing education related e-learning material through this portal
will motivate them to become more ICT savvy.
3. All the policies and norms related to school education Uttarakhand are
published on this portal and reduce the far and tough hilly terrain distance of
Uttarakhand schools from state and district offices.
4. During last two years of its implementation, transfer, posting and counseling
process of teachers becomes 80 percent more transparent and each and every
individual teacher are now aware of their service profile status. Through this portal
approximately 2500 teachers transfer on request basis has been done successfully.
5. More clarity in teacher’s quality points calculation and school categorization.

RESULTS INDICATOR
Key Performance
Following are the services are as below -
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2015-16 2016-17
e-ServiceBook 66481 68450
e-Transfer 6232 4735
e-Inspection 4096 5322
e-StudentProfile 442108 1033598

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Description of e-Services
e-Service Book
Captures all the service book details of employees and teachers including employees
picture. Details like Personal details, posting details, spouse details, details of training
attended, leave details etc. are covered under this system. The employee’s profiles are
created and updated by the respective controlling units. As on date approximately
70,000 profiles have been created.

G2G
1. Teacher’s quality of teaching can be assessed. The Quality points are
calculated based on teacher’s attendance in school, his/her student’s result
etc.: It is a cumbersome process to acquire individual’s data with accuracy and
carry out the assessment of each employee. After implementation of the
system across the state, the data pertaining to quality assessment has been
done for all 70000 teachers, and an exhaustive database is generated using this
portal. This system offers a platform to maintain and upgrade this database
regularly which is being used by the state Govt. for the efficient assessment of
quality of education being imparted by the teachers. It equips Govt. with an
efficient tool to monitor quality of education.
2. To assess training requirement of teachers: The e-service book captures all the
trainings done by employees hence skill mapping of all 70000 employees in
the state has been carried out. Using this information the department is in the
process of identify teachers who have not attained any formal degree like
B.Ed, D.L.Ed. related to teaching.
3. Mapping of subject-wise teacher’s availability in all the 22000 government
schools across the state is carried out.
4. The system captures the subject wise class wise and RTE based sanction posts
and hence enables government to assess vacancies which are going to arise
due to superannuation of teachers and provides a tool for recruitment planning

G2E
1. Teachers are able to view their service record online without any
administrative hassle.
2. Teachers can download self Identity card with QR-code data.
3. Through this portal all the teachers and employees (70.000) are provided with
individual login credentials to enter into the system for above activities.
e-Transfer
 Online receiving of transfer requests (within and outside cadre) by teachers.
 Online choice filling of posting by teachers who are eligible for request
transfer based on quality points and medical/posting norms.
a. The system developed an online procedure for transfer and posting of the
teachers and thus created a transparent & hassle free window between the
teachers and administration. This one of the major motives of government
which has been successfully achieved.
b. A computerized system for the generation of gradation list of teachers
based on teacher’s quality points, school categorization in which posted i.e.
sugam (X) and durgam (Y) and last attendance is introduced. It was a very
cumbersome, time taking & repetitive manual process which is now very

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accurate and automatic process through this portal. Further, as the system
categorizes on the basis of same database, it provides a number of options
for parameter specific lists. These have been proved to be of very useful
tool for counselling, training and many other administrative purposes.
c. The applicant can check the vacancy as per his/her eligibility and fill the
choices resulting transparency in transfer process to great extent and also
reduces unwanted middleman activities in transfer process.
d. System provides facility to upload of essential documents viz.
disability/disease and its verification, making the process simpler and
transparent to prepare the individual eligibility as per the transfer norms.
e. Now applicants/teachers are able to track the status of their application
(accept/reject)

e-Inspection
 Online monthly scheduling of inspection team
 Online submission of visit report in prescribed format
 Auto grading calculated as per the percentage set criteria of achievements
a. System reconstitutes the inspection team on a periodical basis and hence
provides Govt. a tool for fair & efficient governance
b. More than 1000 inspections submitted monthly through the system. Online
inspection report includes school infrastructure condition, construction and
re-construction building or physical status, student and teacher attendance
and student performance in school.
c. Regular generation and publication of inspection reports through this
automated system has come up as an efficient tool for improving
awareness and sense of accountability. The system has led smooth
monitoring, decision making and made it easy to identify the areas for
improvement through online submission of school inspection report by
the respective controlling unit. As the system generates a grading based
inspection report which highlights the areas of improvement and escalates
to the respective sections, it creates an alert for all the concerned
departments. It provides a tool for the teachers to assess themselves vis-à-
vis the developments undergoing in the surrounding.

e-Student Profile
 Student profile including Aadhaar number is captured by this system as per
class-wise enrolment by head of school. Thus it creates provision to map the
school wise student wise facilities and hence brings out the areas which
require attention.
 In case of primary and junior schools, enrolment is guided by RTE based
regulations and hence is an effective tool for RTE enforcement.
 It facilitates student’s registration for Uttarakhand Board examination. Student
picture is mandatory for board students. It facilitate for regular students as well
as private student. Subject and stream details are also being captured.
 Session/academic year is being maintained by promote and demote feature of
the system.

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Implementation
Implementation Coverage as on today
The system covers all primary, secondary and senior secondary schools run by
Uttarakhand Government and Government aided and unaided schools across all 13
districts and 95 blocks in the State. It covers all offices and training and research
institutes.
Primary Schools: 12866
Junior Schools: 3921
High Schools: 991
Inter colleges: 1251
Institutes: 34
Offices: 1392

 A large part of Uttarakhand is covered by tough mountainous terrain. Covers

all the units spread in Sugam as well as Durgam areas.
 All 272 controlling (administrative) units, 70,000 teachers including
employees, 22000 schools and 1033598 students across the state are covered
as on today.

New Services / Enhancements

 eAPAR- Online submission, review and maintenance of Annual Performance
Report of officials of School Education Department.
 E-Learning
 Sharing of ICT projects related to school education developed by teachers,
students and other officials through this portal.
 MobileApp for teacher’s attendance.
 Daily monitoring of model schools
 Integration with treasury

ENABLER INDICATORS
Government Process Re-engineering - Teachers Transfer Process
Pre-Computerisation
 A large no. of manual requests were submitted by teachers for seeking transfer
from remote locations to the location of their preference
 No repository of transfer requests.
 The availability of school wise vacancy of teachers was not transparent to
different stakeholders.
Post-Computerisation
 Online generation of gradation list of teachers on the basis of quality points.
The quality points are calculated on the basis of concerned subject
performance, attendance and their posting in type of school (Sugam or
Durgam).
 The eligible teachers are allowed to submit their choice of posting.
 The status of submitted application is accessible to the individual applicant for
transfer.

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 Online submission of related documents in case of transfer is sought on the

basis of medical ground by a teacher.
 Workflow designed and finalized in coordination with the department after
undergoing an iterative process, assigned the roles and responsibilities,
consolidated the workflow, and implemented it.

Capacity Building
 Regular training programs and teacher’s workshop are conducted on new
modules of the Portal.
 The department officials are now able to work on this web portal after
providing basic operational training on computers and internet.

Change Management
 Creation of MIS cell at Directorate level enabling a single point of contact for
large no. of stakeholders to address their grievances related to employee,
school and student’s data.
 Allotment of unique employee Id and generation of Identity card with bar-
code for teachers.
 Use of ICT in schools
 Accessibility of e-Service book for teachers and officers.
 Generation of Identity card of teachers and officials.

Implementation
Time to time GOs and office orders released at directorate and secretary level to
adopt the new system at all the grassroots levels

VALUE INDICATORS
Learnings for Sharing
 Digitization of large no. teachers profile and their verification has been a very
challenging task. For this, strict time lines were defined by top management to
finish the digitization work within stipulated time period.
 There should be a central team at State level to drive and monitor the progress
of any computerization project.
 -ICT infrastructure for hosting the web portal was a big issue. Virtual Servers
on MEGHRAJ cloud of GOI were allocated for this.
 In order to keep data upto-date due to posting/transfer of teachers etc, the
transfer orders and relieving/joining orders should be generated through online
portal using a workflow based system.

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 School Education Portal

Digital Empowerment
 Accessibility of online system at remotest of the location.
 Sharing of best practices by teachers thereby benefitting the students
 Availability of Student results through online system

Green e-Governance
 Limited use of paper: The e-services reduce the use of paper. All the Go’s and
office orders are generated and uploaded on the portal which can be viewed
and stored electronically.
 Limited use of gadgets. Cloud based hosting of Portal.
 Online receiving of feedback about portal from teachers and officials.
 The maintenance of hardware systems are in place for enhanced efficiency of
hardware and therefore minimizes generation of e-Waste.
 Awareness programmes to create environment friendly working
 Restrict transportation/ travelling as all information is readily available and
accessible through portal.

Shri R K Kunwar, Director, Department of School Education, Government of

Uttarakhand, [email protected]

Shri Sanjay Gupta, Technical Director, National Informatics Centre, Government of

Uttarakhand, [email protected]

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 SMS Based Monitoring System
Mid-Day Meal Scheme (SMS- MDMS)
School & Mass Education Department, Government of Odisha

Ranjana Chopra and Gangadhar Sahoo

PROJECT OVERVIEW
Supplementary nutrition for the
children in primary education, in
common parlance, called Mid-Day
Meal is the largest school feeding
program in the world. It covers 10.03
Crore children in 11.50 Lakh schools
across India and 51 Lakh children in
62708 schools across Odisha. The lofty
objectives of the program are attracting
the out-of-school children to the school,
retaining the in-school children, breaking the gender, caste & creed bias in common
dinning and driving out class room hunger. Mid-Day Meal became a legal food right
of every school going child in the age group of 6 to 14 studying between class-1 to 8
after enactment of National Food Security Act-2013. In conformity with the above
Act, Odisha Mid-Day Meal Rules-2016 was notified and operationalized to ensure
the legal food right of every child.

Manual management of Mid-Day Meal is a thing of the past. Considering the

elephantine size of the scheme, the large number of schools, huge number of children,
vast area of the state, manual monitoring was not possible or purposeful. The
department looked at technology for a solution. Thus the e-monitoring of Mid-Day
Meal was conceptualized by the department and developed taking the technical
knowhow of National Informatics Centre, Bhubaneswar. And this e-Mid-Day Meal
monitor called SMS Based MDM Monitoring (SMS-MDMS) was born. It is both App
based and Web based. This technology solution of tracking Mid-Day Meal is unique
and innovative in the sense that it tracks MDM on a real time basis transparently.
RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Release of fund on the basis of SMS Rs.71986.63 (in
- -
data Lakh)
Release of food grains on the basis of 131912.24 (In
- -
SMS data MTs)
Dispatch of Iron tablets For 48,73,460
- -
students
Release of honorarium of Cook-cum-
- - 120920
Helper

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 SMS Based Monitoring System, Mid-Day Meal Scheme (SMS- MDMS)

Description of e-Services
1. In the pre application scenario, there were many layers of administration
through which report was passing through and getting delayed like CRCC,
Block Education Officer, District Education Officer etc. Now in the post
application scenario the information directly flows from school to the state i.e.
from the Headmasters mobile number to the NIC server but the data is in the
public domain to be seen and cross checked by anybody.
2. Mid-Day Meal monitoring was done physically by the supervising officers.
Now monitoring is done electronically through the App & Web by the
departmental officers and the public.
3. Report of student enrolment, attendance and Mid-Day Meal consumption used
to be received monthly, quarterly or annually. But now it is possible daily and
reviewable on hourly basis.
4. In the pre application scenario, Mid-Day Meal was affected with many problems
and frequent disruption and solution given very late. But now problem is SMSed
and the authorities respond immediately and appropriately reducing disruption
of Mid-Day Meal to a considerable extent.
5. In the pre application scenario the Headmasters had the scope for manipulating
but now there is apprehension of getting caught red handed.
6. In the pre application scenario, there was no scope of data analysis, comparison
& monitoring. Instead there was room for false reporting, under reporting, over
reporting or non reporting. But in post application scenario the software has the
analysis feature to catch the wrong doers.
7. In the pre application scenario many ineligible schools are continuing to avail
Mid-Day Meal but now those schools have been deleted.
8. In the pre application scenario, the enrolment, attendance, consumption figure
are inflated. But now this SMS reporting system has been scared the wrong
reporters and now real time data is forth coming.
9. In the pre application scenario the number of schools serving Mid-Day Meal
was 62708. Now the number is 58474.
10. In the pre application scenario the enrolment was 5104795. Now in the post
application scenario the enrolment reported is 4790485.
11. In the pre application scenario, the Health department used to ask for Iron Tablet
consumption report in pen & paper which was taking months. Now it is e-
reporting.
12. In the pre application scenario cook-cum-helpers were suffering for delay
reporting of their absentee statement. Now they get their honorarium on a
monthly basis directly from state to their accounts.
13. In the pre application scenario, the public had no access to the information to the
Mid-Day Meal but now in the post application scenario anybody anywhere in
the world can access information of any school anywhere in Odisha.
Implementation
Implementation Coverage as on today
The targeted population covered in this application is huge and multi-sectoral.
 62708 Govt. & Govt. Aided schools are covered.
 5104795 Primary & Upper school children are covered.

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 Digital Empowerment - A cornerstone for eGovernance

 62418 Headmasters, 1,25,416 Asst. teachers, 4806 CRCC, 316 BRCC, 420
Block Education Officers, 30 District Education Officers, 30 District
Magistrates, State Nodal Officer (Mid-Day Meal Scheme, Odisha), Secretary,
School & Mass Education Department & State Food Commissioner are the
users of this application for monitoring.
The public at large are at liberty to access and use the mobile app, web app and the
data for information and action. Since it is in the public domain the NGOs working in
the field of education and food also benefit out of this application. The 62708 School
Management Committee, the members of PRI (Panchayat Raj Institutions) are happy
to use this tool to monitor Mid-Day Meal in their respective Areas. Moreover, this is
integrated with the Govt. of India server so the Ministry of Human Resource
Development (MHRD) gets the real time data without looking for mail or report. It is
Automated and Paperless.
New Services / Enhancements
The monitoring of Iron tablet consumption and absenteeism report of Cook-cum-
Helper added to the application.
ENABLER INDICATORS
Strength
 Zero cost SMS Messaging for senders
 Simultaneous Monitoring
a) Monitoring Mid-Day Meal consumption
b) Iron Folic Acid tablet consumption weekly
c) Cook-cum-Helper absenteeism report monthly
 Handy Formats (Daily)
Headmaster/Headmistress or In-charge MDM Teacher can send MDM data through
SMS from his/her Registered Mobile number in the following format:
SMS to 15544
Format - MDMODI M999Y888 if MDM served
Format - MDMODI M999N9 if MDM not served
*Where; 999 - Total no. students present in the school
888 - Number of students availed MDM
9 - Reason code for not served
Reasons Codes for MDM-Not Served
1- Funds not Available /2- Food Grains not Available /3- Fuel Not Available /4- CCH
Absent /5- Dispute between Agencies /6- Court Case /7- Natural Calamity /8-Non-
service by agencies /9- Others
 Handy Formats (Weekly)
Headmaster/Headmistress or In-charge MDM Teacher can send MDM data through
SMS from his/her Registered Mobile number in the following format:
SMS to 15544
Format - MDMODI T999Y888, if IFA tablet consumed
MDMODI T999Y0, if IFA tablet not consumed
*Where; 999-Total number Students present in the School
888- Number of Students consumed IFA tablet
 Handy Formats (Monthly)

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 SMS Based Monitoring System, Mid-Day Meal Scheme (SMS- MDMS)

Headmaster/Headmistress or In-charge MDM Teacher can send MDM data through

SMS from his/her Registered Mobile number in the following format:
SMS to 15544
Format - MDMODI C9A25
*Where; 9- CCH Code
25-Number of days absent
If the CCH is present for the whole month, The Format will be C9A0.
 Hourly SMS receipt reviewed
 Reminder SMS on daily basis
 Mid-Day Meal not served report
 Cook-cum-Helper category wise data
 Six digit password to contact the teachers through on line.
Weakness
 No network area
 Computer illiterate and mobile non-uses.
 SMS Traffic Jam.
Opportunity
 It is a tool in the hands of MDM monitors.
 Data analysis.
 Delivery of Food Security Allowance.
 Online payment to CCH.
Threat
 Litigation.
 Cyber attack.
VALUE INDICATORS
Learnings for sharing
To avoid the jam of SMS traffic the service providers like BSNL, Airtel, Aircel, and
Vodafone to give bigger bandwidth to make SMS traffic flow smooth.
Digital Empowerment
Since the SMS formats are very simple & handy 99% of the teachers could make use
of this and the mobile non users and mobile slow users were given capacity building
and made SMS friendly within a month.
Green e-Governance
This project is absolutely a green e-Governance project. It involves no additional
procurement of e-Gadgets. Hence there is no apprehension of e-waste or e-by
products. The existing handset of the SMS sender is used for sending an SMS to the
toll free number i.e. 15544. Hence this project is Green, Cost effective, Handy & User
friendly. The 4Ts i.e. the Teamwork from teachers, Transparency in the portal and the
mobile App, Technology (simple SMS) and Transformation for the public benefit are
the hall marks of the project.
Smt. Ranjana Chopra, Commissioner-cum-Secretary, School & Mass Education
Department, Bhubaneswar, Government of Odisha, [email protected]
Shri Gangadhar Sahoo, State Nodal Officer, State Project Management Unit, Mid-
Day Meal Scheme, Bhubaneswar, Government of Odisha, [email protected]

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 Government eProcurement System of
National Informatics Centre (GePNIC)
Department of Expenditure, Ministry of Finance, GoI &
National Informatics Centre, Government of India

K Rajaraman, K Srinivasa Raghavan and Usha Saxena

PROJECT OVERVIEW
The Government e-Procurement System of NIC (GePNIC) pioneered by National
Informatics Centre (NIC) in consultation with Department of Expenditure, Ministry
of Finance aims to support Governance by ushering in more effective and transparent
inter and intra-Government processes. The product has been built as a single reusable
system by bringing together independent functions and systems under a single
framework.

Objective & Scope

The product is generic in nature and can easily be adopted for all kinds of
procurement activities such as Goods, Services & Works, by Government offices,
Public Sectors Units, Autonomous bodies. It aims at transparency and non-
discrimination amongst bidders, by allowing free access to tender documents,
clarifications, secure on line bid submission and access to bid opening event to all,
from any place on 24X7 basis, using the system through Internet, in a faster, and
secure environment adopting industry standard open technologies. The system has
been designed taking into account the tender rules followed in various states and also
the GFR and CVC’s guidelines on tendering. The system can be configured for use
by an organization at it’s apex level, and at multiple subordinate levels, at which
tenders could independently be floated. Bidder categories / classes are also
configurable.

Reason for Nomination

• Wide adoption across the country in 300 Central Government organisations,
27 States and UTs facilitating noteworthy eGovernance reforms in terms of
higher transparency, accountability, savings on cost and time apart from other
benefits.
• Standard, state of art robust product which converges various functional
requirements and can be configured, as per need, while deployment.
• Having processed over 22 Lakhs electronic tenders with receipt 72 lakhs
online bids, PAN India this is a major eGovernance achievement for GoI and
NIC as well.

RESULTS INDICATOR
Following are our key result indicators and their respective performance against plan-
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
e-Tenders 43690 92988 151798
Tender Value in Rs. Cr 102853 250818 357980
Bids Received 157531 310318 516163

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 Government eProcurement System of National Informatics Centre (GePNIC)

Awards Issued 17563 36646 51628

Bidder Enrollment 31603 40452 57809
Procuring-Entity enrolment 7801 13820 16851
SMS and Mail Sent 1944681 3294544 8406606

Overall statistics of GePNIC implementation across the country

Description of e-Services
• GePNIC: G2B Service consists of the electronic interactions between
Government Departments and Bidders community. It allows e-transaction for
each step of tendering. As mandated by Min of finance all tender enquiries
above Rs 2 lakhs are to be carried out electronically and procuring entities are
adhering to this. Online tenders by Government facilitates all necessary
information to be made available to concerned stakeholders at appropriate
time and milestone. It ensure transparency, accountability of all activities and
simplifies regulatory processes. The system provides free access to tender
documents to bidders and facilitates Non-discrimination among bidders and
Promotes open competition.
• The major functionalities covered are: Registration of Govt officials &
Bidders in different roles, Tender Creation (Multiple Packets) and Publishing,
Publishing of RFP /RFQ/EOI/Global tenders with Multi Currency/ Open
/Single /Limited/ Tender Cum Auction (eRA) / Rate Contract , Item wise
evaluation, Configurable Technical Parameter sheet, Auto Tendering Process
with NO manual intervention, Quality and Cost Based System, Online
Payment and Refund, Bid submission, resubmission, Vendor Management,
Automatic Comparative charts etc.
• Bidder can seek online clarification, alert on issue of new tender on his
notified choice of product, get acknowledgement on bid submission, can
witness Tender opening online thru his dashboard, various other Event alerts
thru SMS / Mail and Mobile App.

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 Digital Empowerment - A cornerstone for eGovernance

Key Benefits
• Introduces complete transparency at each stage of tender cycle in public
domain.
• Wide spread adoption across the country enforces standardisation.
• PKI Encryption ensures secrecy and integrity of the bids submitted. Manual
system was not so fool proof and subject to Individuals safekeeping methods.
• Promotes Open Competition, freely available tender documents, results,
comparative charts
• Significantly reduces the procurement cycle time as activities are time bound.

Benefits specific to Buyers

• Reduction in Procurement & Contract cycle time
o Elimination of Tender publishing costs as publishing in CPP portal is
mandatory per GFR 2017
• Streamlined Procurement/ Processes Efficiency
o Automated milestone based mail / SMS alerts and status updates
o Enforcement of Standard processes/ bid-formats
o Standard Process across organisations / Across the country
o Possibility of Participation of larger no of suppliers due to wide publicity.
o Discourages Cartel formation
o Real Time 24 x 7 availability of information
o Improved Accountability due to Digital Signing
• Uniform and standardized tendering process across the department

Benefits specific to Suppliers

• Zero Cost to Bidders, No Per-Bid Charges or registration charges.
• Eliminates the need to submit bulky and multiple bid copies in paper form.
• Anytime & Anywhere Bidding, No physical threat
• Fair, Free and Fearless participation for vendors.
• Provision to modify and re-submit the bid documents till bid closing time.
• Increased visibility: all tender information available at one place on line.
• Cuts down unnecessary physical trips to office of tender inviting authority.
• Transparent system inspiring confidence among bidder community.
• System follows common time using NTP hence all suppliers have huge faith
and confidence.
• Bids get encrypted at client end travels in encrypted form. This ensures
complete secrecy and authenticity of data.
Benefits specific to Other Stake holders
• Centralized portal where in procurement related information of all Central
Govt entities are available
• Visibility of Contract awarded with L1 rates
• Extensive search on various Product categories and other parameters.

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 Government eProcurement System of National Informatics Centre (GePNIC)

Implementation Coverage as on today

Used by – 27 States & Union Territories and over 350 Central Government Procuring
Entities including major Public Sector Units under various modes of
implementations.

Major Ministries/ Dept Major PSUs 27 States and UTs

• Indian Army • Coal India Limited & its • Maharashtra
• Military Engineering eight Subsidiaries , • Odisha ,West Bengal
Services Singareni Collieries • NCT of Delhi
• Defence Research and Company Limited • Kerala, Rajasthan,
Development • Indian Oil Corp Ltd • Haryana
Organisation • NTPC Ltd • Jharkhand
• Border Roads • NHPC Ltd • Jammu & Kashmir
Organisation • Delhi Development • Himachal Pradesh
• MHA & 7 CAPFs viz Authority • Tamil Nadu
BSF, ITBP , CRPF, • Airport Authority of • Uttar Pradesh
CISF, SSB India • Uttarakhand
• Delhi Police, NDRF, • Bharat Sanchar Nigam • Puducherry
CBI,IB Limited • Chandigarh UT
• Min of Road Transport • Delhi Metro Rail • Dadra and Nagar
& Highways including Corporation Haveli
NHAI • Goa Shipyard Limited • Daman and Diu
• President’s • Hindustan Shipyard • Lakshadweep
Secretariat,PMO Limited • Assam
• CGHS, MSO • Mishra Dhatu Nigam • Sikkim, Manipur
• Dept of Posts / Ltd Mazagon Dock • Punjab, Tripura
Telecommunication Limited • Meghalaya
• Delhi University, IIT • Bharat Electronics • Mizoram
Delhi, JNU, BHU , Limited • Arunachal Pradesh
IIM- Ahmedabad, etc • Chennai Petroleum Corp • Nagaland
• Department of Science Ltd
and Tech. including • Vizag Port Trust
CSIR • Bridge & Roof

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 Digital Empowerment - A cornerstone for eGovernance

News Services / Enhancements (Carried out in the recent Past)

 eReverse Auction – Tender cum Auction
 POST Tendering for Works and Services
 Integration with Government eMarket Place
 GePNIC mobile application has been designed and developed based on
eGovernance Needs under Digital India Initiatives by NIC. It has potential
benefits for both contractors and suppliers. It’s an informative app which gives
up-to-date information about published tenders and activities on various
departments.
Requirement received from various stake holders are added as a feature and made
available across the gamut of users entities.

ENABLER INDICATORS
Process reengineering and best practices
• The manual process involved collection of Documents in a sealed cover.
Everything is accepted online.
• Bid documents are made tamper proof by using the Public Key Infrastructure
(PKI) technology which complies with Security Standard FIPS 140-2 Level 2.
• Provision of Tender Acceptance Letter – enables tendering organisation to
avoid take signed copies of tender document.
• The system has been conceived to cater to the main processes involved in
tendering and thus avoids automation of extreme detail functionalities, which
may vary organization to organization.
• Mapping of an Organisation’s tree with location enables drill down and
generation of various analytics.
• Disclosure of Information based on milestone achievement and mapped role.
• Event based auto alerts to Stakeholders for instant dissemination of
information. No need to run around for information.
• Price bid are mainly in detachable formats which gives scope for individual
customization to accommodate varied requirements.
• No deletion of any information, it is blocked / unblocked. This facilitates audit
trail.
• Pre-defined rules to handle non availability of system in case of exigencies

Capacity Building
Country wide rollout of e-Procurement system GePNIC required massive capacity
building exercises. We had a tailored, analytical and dynamic strategy with holistic
vision and long-term focus. Few steps were
• Setting up of Project Monitoring Unit (PMU) at various levels.
• Regular training by PMU team
• On site comprehensive training by NIC experts for Department/Organisation
implementing eProcurement in project mode.
• NIFM –Periodical Monthly Training program on Public Procurement at
National Institute of Financial Management (NIFM) for Department Officials.
• Everyday Web-learning interactive sessions on CPP Portal for Bidders and
Department users
• Pre Organised Supplier Capacity building – Awareness session.
• Dissemination of Training PPTs electronically for registered users.

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 Governm
ment eProcurement System of National Informatics Centre (GeePNIC)

• Disseminatiion through Social Media such ass YouTube by ussers of the system
m
itself.
• Provision off NICSI empanellled agencies trainned in eProcuremment rollout
• 24 x 7 teleephonic help deesk to support on o portal usage. Dedicated emaiil
support.
• f hands on and practise with mo
Availabilityy of demo portal for ock tenders.
• Regular upggrades, new versiions are deployedd in lookalike dem
mo portal.

Governance practtices
• CVC guideelines for eProcuurement applicattion Software ass covered by thee
relevant proovisions of Annexxure II of DeitY Guidelines.
G
• GFR 200177 as covered by Annexure-
A II of DeitY Guidelines
• IT Act 20000 (and its amenddment 2008) as coveredc by Anneexure IV of Deityy
Guidelines.
• Aadhar Actt and its adherencce.
• Various GO Os and Circulars issue
i by State Goovt from time to time.
t
• Organisatioonal procurement processes/requirrements.
• Compliancee of eProcuremennt system with DIIT guidelines
• Compliancee of World Bank and Asian Devellopment Bank MD DP guidelines
• Adheres to tender
t rules of vaarious states

upport Statisticss for overall GeP

Su PNIC system forr a month

Suupport Statisticss Sample of

o Jul 2017
SMS Sent by Appplication
S 12,65,0211
M
Mails Sent by Appplication 24,86,7633
M
Mails Handled byy PMU 1,6522
N of visitors duuring the month
No. 16,91,0699
N of Calls Attennded by centralizzed Helpdesk
No. 38,2900
N of mails handdled by centralizeed Helpdesk
No. 3,5899

Caategories any type of Tenders

Category wiise No. of Tenderrs Tend
der type wise No
o. of Tenders

Oppen -
Goods - 911%
16% Liimited -
Works - 5%%
79% Sinngle -
Services - 1%%
5% Otthers -
3%%

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 Digital Empowerment - A cornerstone for eGovernance

VALUE INDICATORS
Learnings for sharing
Having implemented across the country in varied kind of organizations with diverse
process the major learning can be summarized as follows:
• The implementation across the country was in various stages. Active support
from top management drives system use and compliance with approved
systems and processes.
• Planned and phased implementation helped accelerating the pace.
• E-procurement systems provides a standardized approach to roll out efficient
processes to not only procurement but all departments involved in transaction
processing and financial record-keeping.
• Key to successful implementation is creating a strong support structure—Help
desks, System administration, IT support.
• Adoption is facilitated with strong focus on system ease-of-use. Technology is
a tool not a magic wand, requires administrative will to implement.
• Many organisations start from the most acceptable department / location and
set reasonable targets.
• Constant Capacity building measures to be in place.
• Clearly defined roles and responsibilities needed to address issues.
• Level of escalation to be defined- Help Desks / IT Support
Digital Empowerment
• Bilingual , Mobile app, Use of Digital Signature Certificate
• PAN India presence, 24X 7 availability of Tenders Comprehensive
Information’s
• Tender Status and other decision are available in public domain
• Helpdesk support similar to CSCs

40%
350000
300000
14%
250000 398%
200000
150000
100000
173%
50000
0
2012-13 2013-14 2014-15 2015-16 2016-17 2017-18
Calls 15174 41440 206520 235573 330530 103788

% Depicted indicates increase in total calls over the years

Table Indicating Support Related Calls and Responses

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 Government eProcurement System of National Informatics Centre (GePNIC)

*Huge Increase in calls in financial year 2014-15 was because eProcurement was
made mandatory for tenders having threshold value above 5 Lakh from previous
threshold of Rs 10Lakhs.
 System is being used across the country. To mitigate language issues local
help desk / PMU is set up at each state to facilitate in local language.
 Multi lingual videos available in YouTube
 Daily Web learning on select topic to support PAN India capacity building
 Built in transparent process for all activities.
 Presentation / User manual / Help Documents / FAQ in Home page

Green e-Governance
 Paper Less Bidding, Digital Archival of Documents
 Online Reports Generations
 Use of Digital Signature Certificates for Signing
o It was informed by one of the procuring entities that they used to retain
Godowns of paper as bid documents prior to using this system. Now
everything is electronic.
o Offices have lesser documents to maintain as all bids can be retrieved as
per role and responsibility assigned at the click of a mouse.

K Rajaraman, Joint Secretary to Government, Public Finance (Central - II)

Department of Expenditure, Ministry of Finance, Government of India,
[email protected]

Shri. K Srinivasa Raghavan, Sr Technical Director, National Informatics Centre,

Chennai, [email protected]

Smt Usha Saxena, Technical Director, National Informatics Centre, New Delhi,
[email protected]

197
 Comprehensive Online Services
Department of Labour, Government of Telangana

Ahmad Nadeem and Shyam Sunder Jaju

Project Overview
Objective: To develop an online system for citizens to apply for services under
various Labour ACT’s duly avoiding manual process.
Functional Scope: All the department functions like issuing of licenses, renewal
certificates under various ACT’s are extensively covered. Schemes like, Self
certification, third party verification, welfare Fund is also made online.
Geographical Scope: Any citizen who does business and need any license for their
establishments existing in the entire geographical area of Telangana State can apply
through the web portal from any part of the world.

Intended benefits:
 Submitting applications personally in the Labour department offices spreading
across Telangana state is avoided.
 Going to authorized for Banks for making fee payment through challans is
avoided.
 Personally attending labour dept offices for knowing application status and for
collecting License certificates also avoided.

Delivery channels: There are three service delivery channels, i.e. Labour department
portal, Mee-Seva portal and TS-iPASS portal. This was possible because of
integration between these three portals.

Present Status: There are about 1,62,000 applications received from citizens seeking
approvals. Around 70% applications are received through main portal i.e.
labour.telangana.gov.in and around 30% applications are received through MeeSeva
Centres (Single window for several services pertaining to various departments) across
Telangana state.

Key reasons for nominating this project:

1. It is a comprehensive online application wherein applicant can apply for any
service through online portal, pay prescribed fee online, know the status of
application and can download the digitally signed license certificate online.
2. The department official can either approve, reject or park the application since
all the Business rules are inbuilt in the logic.
3. It is an integrated online application, because citizens can apply for services
from more than 2 sources, i.e. Labour department portal, MeeSeva centers or
TS-iPASS portal.
4. Inspections of establishments are allocated randomly to the department
officials and the applicants can download inspection reports online.
5. Facility is provided to know the status of their application through mobile app.

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 Comprehensive Online Services Department of Labour, Government of Telangana

RESULTS INDICATOR
Key Performance
Following are the services are as below –

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Services under various Labour 6 117324 45182
Department ACT’s
Integrated Returns Nil 162 2431
Inspections Nil 21036 4828
Welfare Fund Nil 982 192

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line Web CSCs
Services under various Labour 70% 30%
Department ACT’s
Integrated Returns 100% -
Inspections 100% -
Welfare Fund 100% -

Description of e-Services
Benefits Accrued to the individual (Citizens/Business)
1. Applicant can apply for any service online instead of personally going to
Labour department office and submit application.
2. Applicant can pay prescribed fee online instead of going to authorized back
personally.
3. Applicant can pay fee at his own convenient time
4. Applicants know the status of his application and download the digitally
signed license certificate online instead of personally attending the office.
5. Applicant can maintain history of all applications in their dedicated dashboard.
6. It is an Integrated online application, because citizens can apply for services
from more 2 sources, i.e Labour department portal, MeeSeva centers or TS-
iPASS portal and status can be tracked in their respective dashboards.
7. The applicants can download inspection reports online.
8. SMS alerts are sent to the applicants in different stages of applications.
9. Facility is provided to know the status of their application through mobile app.
10. Application will be deemed approved if an official does not respond within
prescribed timeline.

Benefits accrued to the Employees

1. The department official can either approve or, reject or park the application
since all the Business rules are inbuilt in the logic.
2. Inspection of establishments is allocated randomly to the department officials
and they can fill the inspection report online.
3. Fee to be paid by the applicant is calculated by the system rather than officials
calculating manually.

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 Digital Empowerment - A cornerstone for eGovernance

4. All the paper work is avoided and an officer can digitally sign on certificates.
5. Total number of applications received, approved, rejected, pending, revenue
collected etc can be tracked by the official through a dedicated dashboard.
6. SMS alerts are sent to the officials for processing of applications.

Implementation
Implementation Coverage as on today
Existing Services that got extended or improvements made:
1. The Shops & Establishments Act
2. The Building & Other Construction Workers Act
3. The Contract Labour Act (Principal Employer)
4. The Contract Labour Act(Contractor)
5. Welfare Fund
6. Self Certification Scheme
7. Integrated Annual Return
8. Third Party Audit Scheme for Medium Risk Industries.
9. Inspections Module
10. Integration of Labour department portal with MeeSeva Portal.
New services added are:
1. Principal Employer Registration under Interstate Migrant Workman Act.
2. License to a Contractor for Employing migrant workers under Inter State
Migrant Workman Act.
3. Motor Transport Workers Act.
4. Integration services with TS-iPASS portal
5. Integration of Inspections module with TS-iPASS portal.
News Services / Enhancements:
1. Integration with TS-iPASS portal is planned and completed.
2. Development of Other ACTs like Beedi & Cigar Workers Act and Maternity
benefits ACT’s are planned to be developed in the coming months.

ENABLER INDICATORS
Government Process Re-engineering
1. Manual way of fee calculation is re-designed to calculate fee automatically
and is inbuilt in to the system.
2. Manual signatures on the certificates are redesigned with digital signatures.
3. Manual issue of certificates can be downloaded by applicants online

Change Management
Change Management is majorly adopted in the following areas duly providing
training to the officials:
1. It helps the department officials for using online approvals and digital
signature.
2. To the department HOD for assigning Inspections to the department officials
using the computer system and also for monitoring the organization activities.
3. To the business establishment for using online system instead of submitting
applications manually.

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 Comprehensive Online Services Department of Labour, Government of Telangana

Best Practices
1. The system will calculate the renewal fee automatically duly checking a
number of pending years and also the penalties applicable for a business
establishment so that fee calculation errors are avoided.
2. Inspection of establishments by the officials is randomized by the computer
system so that whole process is made transparent.
3. Knowing the status through the website and also through a mobile app by the
applicants.
4. Both the applicant and department officials will receive an SMS alert in all
stages of the application process.

VALUE INDICATORS
Learnings for sharing
Key Learnings:
1. Collection and cleaning of legacy data.
2. Coversion of manual way of fee calculation to the system generated fee for
several types of Functions, i.e. Labour department ACT’s.
3. Change management for the department officials to use complete online
system from manual (paper based) approval process.

Digital Empowerment
1. Fortunately, there are MeeSeva Centres (Government operated single window)
are available across Telangana state wherein illiterate citizens or the business
persons who does not have any idea to use the online system
(labour.telangana.gov.in portal) to cater their needs. Since there is a seamless
integration with MeeSeva with labour department portal the labour department
officials can always do online approval from labour.telangana.gov.in portal.
2. If there are any shortfalls in the applications submitted by the applicants,
provision is given for the applicants to resubmit applications duly attending
shortfalls online.

Green e-Governance
Minimal IT infrastructure is used by both applicants and officials in this projects as it
online system

Shri Ahmad Nadeem, IAS, Commissioner of Labour, Department of Labour,

Government of Telangana, [email protected]

Shri Shyam Sunder Jaju, Deputy Commissioner of Labour, Department of Labour,

Government of Telangana, [email protected]

201
 Ease of Doing Business in the Labour Department
Labour Department, Government of West Bengal

Abhinav Chandra and Umashankar Banerjee

PROJECT OVERVIEW
Industry and entrepreneurship in the Bengal has always asked for friendlier reforms
under Labour. A huge number of measures & procedures under the Labour
rules/acts/norms have often discouraged investment. The Labour Department, Govt of
West Bengal, has taken multiple initiatives to ease the procedures and steps related to
clearances, inspections, certifications etc. from its various Directorates. These
industry friendly mini-labour reforms, brought about through process simplification
& digitization, have tried to change the mindset amongst Industry looking towards
investing in Bengal.

In addition to the amendments have been brought about in the archaic Labour Laws,
the complex and tedious processes involved in the delivery of various services like
Grant of Licence under Factories Act, Licence under the Indian Boilers' Act, Contract
Labour (R&A) Act etc have been re-engineered to suit the order of the day.

The application and payment methods have been digitised and are now done online
without the need for physical touch-point. Any applicant is given a dedicated timeline
for delivery of services and the status of application can be tracked online without the
need for physical follow-ups. Additionally, the Operating Procedures and Checklists
required for availing the above services also have been standardised and provided
online. A lot of reforms and digitisation have been made in the procedures involved
in the Inspection Procedures.

An online Single Service Delivery Gateway / Single Window has been introduced for
all the e-services under this Department. The stakeholders no longer need to log on to
disparate systems and repeatedly furnish similar or same information in separate
systems. In a unique endeavour, this Department has launched an online guidance
tool (WIZARD) that assists the user with information on approvals and clearances
applicable to his establishment on the basis of bare minimum dynamic queries
generated by the system.

Through this initiative, the Labour Department has been able to reform the norms for
Labour Law compliance in sync with the order of the day, instil transparency and
streamline the processes regarding grant of licences and clearances with regard to the
Labour Laws. The need for physical touch points for a number of services has been
entirely done away with. Further, the delivery time for the services has been reduced
considerably. The end-users have been provided with the facility to track their
applications on real time as well. The online WIZARD has been a unique tool which
has further reduced the problems for the entrepreneurs in identifying the applicable
Labour Laws.

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 Ease of Doing Business in the Labour Department of West Bengal

RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-

Name of e-Service Vol. of services year-wise (No’s)

2014-15 2015-16 2016-17
Registration under The West Bengal
Shops and Establishment Act, 1963, NA NA 4253
and rules framed there under.
New Registration of Principal
Employer and amendment thereof
under the Contract Labour 0 0 1694
(Regulation and Abolition) Act, 1970
and rules framed there under.
Issuance of new License for
contractors under the Contract
Labour (Regulation & Abolition] 0 0 3519
Act, 1970 and rules framed there
under.
New registration under the Building
and Other Construction Workers
(Regulation of Employment & 0 0 990
Conditions of Service) Act, 1996 and
rules framed there under.
Approval of plan and permission to
construct/extend/or take into use any
20 01 04
building as a factory under the
Factories Act, 1948.
Registration & Grant of Licence
under Factories Act, 1948 and rules 41 02 17
framed there under.
Renewal of Licence under Factories
Act, 1948 and rules framed there 11 03 10
under.
Registration of Boiler and
Economiser under the Indian Boilers System not System not 57
Act, 1923 and rules framed there Implemented Implemented
under.
Renewal of Boiler and Economiser
System not System not
under the Indian Boilers Act, 1923 392
Implemented Implemented
and rules framed there under.

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 Digital Empowerment - A cornerstone for eGovernance

Description of e-Services
15 Services, related to clearances and licences to Business Units, under 7 Acts are
now delivered in exclusively online mode. Broadly these services include online
application, payment, tracking and delivery of final approval certificate. (enclosed
Copy of Notification Number: Labr/118/IT &EoDB dated 17th August, 2017)

Implementation Coverage as on today

The Labour Department touches almost the entire population of the State directly or
indirectly. All the clearances / Licences under Labour Laws concentrate on the safety,
security and health of the workers, which ultimately ensures well-being of the
workers and their families. Almost all establishments, including shops, are covered
under various labour laws applicable in the State. Establishments include factories,
industrial premises, cinema halls, theatres, Hotels, restaurants, contractors, Principal
Employers, Industrial premises etc. Approximately, there are more than 8 lakh
registered shops and establishments, 17 thousand registered factories in the state,
covering almost a crore of the State’s population directly and almost four times that
number indirectly (dependents on the workers).

New Services / Enhancements

For favour of efficient, time bound and transparent service delivery mechanism the
following features and functionalities have been provided:
1. Information & Operating Procedures available online.
2. Archaic Labour Laws, Rules and Procedures simplified and amended.
3. Online submission of applications and all documents.
4. Single application form for a plethora of services under all laws of Labour
Department has been devised to minimise the need for filling same data
again and again.
5. Department Level online Single Window has been created to cater to all the
services under this Department.
6. Online submission of fees and payments.
7. A unique online guidance tool (Wizard) has been designed, developed and
made available for the stakeholders to identify their liable compliances under
Labour Laws.
8. The applicants are able to track status of all their applications online through
the Department Level Single Window.
9. Finally approved certificate/ licence now downloadable without the need for
a physical touch point.
10. Definitive timelines for delivery of services have been introduced to
eradicate any chance of approvals being held up with malicious intent.
11. Comprehensive Risk Assessment parameters have been devised for
classification of business entities into three broad categories : HIGH,
MEDIUM and LOW
12. Risk assessment and Profiling of units into HIGH, MEDIUM and LOW risk
categories is being done through Computerised systems.
13. Frequency of inspections is decided on the basis of the RISK profile of a
business entity.
14. Business Entities with Low Risk have been given the liberty to self-certify
their compliance themselves.

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 Ease of Doing Business in the Labour Department of West Bengal

15. Medium Risk Businesses can avail services of 3rd Party Certifiers in lieu of
Departmental inspections
16. Only the High Risk category units are inspected by Departmental Inspectors.
17. Randomisation and allocation of inspectors is done through an online
module to ensure that the same inspector does not visit an establishment
twice consecutively over a particular period of time.
18. To minimise multiplicity of inspections and to minimise the burden on the
Entrepreneurs, inspections are being conducted in synchronised manner.
Further the end users can now download reports of inspections carried out on
their businesses by themselves through the portal (including the reports
pertaining to the previous two years).
19. Reports on inspections are being submitted on Real-Time, thereby reducing
the time cycle from at least seven days to ZERO.
20. START-UPs, as defined by the Department of Industrial Policy &
Promotion, have been exempted from inspection for initial 3 years from the
date of establishment.
21. Provision for SMS / Email alerts on Registered Mobile Numbers of owners
for all services has been kept.
22. Factory Licences being issued with a validity of up to 10 Years.
23. An online module has been developed for submission of Single Annual
Return under a wide range of Labour Laws, rather than multiple returns
being filed separately and varied intervals.
24. Integration of relevant online services of this Department with Online Single
Window Clearance System of the State (OSWiCS) has been successfully
achieved
25. A centralized inspection system is being developed that would be
responsible for undertaking all the inspections under various labour laws
under various Directorates, including features like Risk Assessment,
Allocation of Inspectors, Scheduling and Harmonizing visits, Submission of
Reports, and Sharing of data amongst Directorates regarding violations and/
or compliances.
26. A Grievance Redressal module, having auto escalation and deemed
approvals is being formulated.

ENABLER INDICATORS
Government Process Re-engineering
Various Services under various Acts / Rules were governed by procedures that were
almost obsolete in the current day. Major procedural reforms were undertaken to
match the order of the day:
a) Legal Amendments: Provisions under Acts / Rules were duly amended to
substantiate the new delivery mechanisms.
b) Procedural Reforms: The earlier procedures included multiplicity of file (or
application movement) and repeated internal transactions. Such lacunae were
identified and eliminated. Multiple forms for multiple services were done
away with and a single generic input form was devised, with requirement for
submission of specific information only once.
c) IT Systems: User friendly online systems were introduced with inter-operable
modules and integrated payment gateways. A unique online guidance tool

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 Digital Empowerment - A cornerstone for eGovernance

(WIZARD) was devised for assisting the users in finding out applicable
clearances and compliances on the basis of replies to bare minimum probing
questions.

Capacity Building and Stakeholder Sensitisation

One of the biggest challenges was enhancing the requisite skills amongst the internal
human resource, to enable them to utilise the new systems. With the aim of ensuring
effective implementation of the project, integrated well-designed Capacity Building
programmes were undertaken all across the State, along with organization of
Orientation programmes / Workshops / Camps for the external stakeholders involved
in the implementation.

Example –
The Labour Commissionerate conducted a 14-day programme for 100 officers and
450 inspectors at the Administrative Training Institute Kolkata. Further, 23 regional
programmes were held for a total of 677 officers and inspectors. The Directorate of
Boilers conducted 40 decentralised seminars / workshops for the end-users since 2015
generating awareness among more than 470 end-users. Additionally, two one-day
centralised training programme was conducted for all officers under the said
Directorate. Additionally, dedicated infrastructure was developed within the State
Labour Institute, Kolkata, for capacity building and training of Departmental users.

Change Management in terms of Leadership Support

Another vital area was bringing about the attitudinal changes amongst the internal
officials and staff members. In order to ensure a smooth transition from the earlier
procedures and processes, well planned and phased change management was
undertaken. The exercise began with formation of Department level Core Team,
named as Department e-Mission Team (DeMT). Through this team Directorate level
teams were formed and nodal officer for each Directorate was identified. The
acceptance of change began with this Core Team and thereafter the reforms were
gradually taken to the field level officers, while the design and development for the
modules was in progress. An environment conducive to reformed way of working
was created.

Through effective gradual implementation it was ensured that new systems were
gladly embraced, adopted and used. Some of the steps involved in this included:
a) Involvement: Involving the stakeholders in the design and implementation of
changes, to make sure the right changes are made.
b) Impact: Assessing how the changes will affect the current procedures and the
stakeholders.
c) Communication: Informing the stakeholders about the new process and
inculcating sense of ownership into the project.
d) Readiness: Getting the internal users ready to adapt to the changes, by
ensuring they have the training, devices with connectivity, readily available
information and assistance.
e) External Stakeholders also were constantly assisted through a dedicated
helpline and electronic communication channels.

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 Ease of Doing Business in the Labour Department of West Bengal

Additionally, the Labour Department was vested with a vital role as the proponent of
change in 40 participating Departments under Ease of Doing Business initiative in the
State. This Department was deemed to be the flag-bearer of Change in the State with
regard to Business Reforms.

VALUE INDICATORS
Learnings for sharing
The Labour Department introduced online services under a number of Acts being
administered. The West Bengal Industrial Development Corporation (WBIDC) has
considered the Labour Department as its knowledge partner for sharing ideas on
reforms and legal amendments and handholding the Departments under the State
Government in this regard. A workshop with about 40 participating Departments of
the State was conducted on 10th February, 2017 in the Conference Hall of the
Department of Industries, Commerce and Enterprises. Further, the Labour
Department has been visited by the representatives from Government of Nagaland
with regard to sharing knowledge and practices adopted in Business Reforms. It is
informed by the technical partner (NIC) that the representatives from Government of
Pondicherry are expected to visit this Department for the above said sharing of
knowledge as well.

Digital Empowerment
Numerous features have been kept in the system that empowers the user to state the
facts and matters, which are verified only in proportion. For example, the stakeholders
need not get the credential attested by Government officials, their self-attestation is
accepted. Further, the entities belonging to the LOW RISK category can self-certify
their compliances and only a fraction of such establishments are inspected.

To digitally empower the stakeholders of the Project at various Levels, Mobile

friendly application has been developed to ensure maximum possible outreach and
minimise cost component on the end user. On the other hand, timely and periodic
SMS alerts to the Entrepreneurs with prior information about stages of processing,
inspection, final approval certificate delivery helps the entrepreneurs to be well
informed and involved. Needless to mention, the initiatives taken has made the
various stakeholders digitally empowered.

Green e-Governance
Green Computing Practices have been encouraged in this Project which targets
Complete Paperless System of working and clearances, thereby eliminating any
physical touch-point in entirety, reducing the requirement to travel and doing our
little bit in reduction of vehicular pollution and thermal footprint.

Government of India had set up the E - Waste Management Rules in place since
2011. Accordingly, the Labour Department has already formulated a policy for
disposal of all the e- Waste items to ensure environment friendly disposal of e-waste
material as prescribed by Government norms (Central Pollution Control Board) as
prescribed in E-Waste Management Rules 2016. This Policy is applicable to all the
Directorates under the control of this Department.

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 Digital Empowerment - A cornerstone for eGovernance

Shri Abhinav Chandra, Secretary, Labour Department, Government of West

Bengal, [email protected]

Shri Umashankar Banerjee, E.O & OSD (EoDB), Labour Department, Government
of West Bengal , [email protected]

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 Inspection Reforms under Labour Commissionerate
Department of Labour, Government of West Bengal

Abhinav Chandra and Kingsuk Sinha

PROJECT OVERVIEW
There are over 8 lakh registered shops and establishments and 17 thousand registered
factories in West Bengal. Earlier Inspectors visited establishments, took written notes
about the violations detected and used to file a case before the court, should such an
opportunity arise despite natural justice. However, given the limited size of the
inspection machinery, the scope of inspection was limited. Moreover the selection
process of establishment, to be inspected was not well defined and there were issues
with data storage, speed of disposal, clerical man hour loss etc.

The Labour Commissionerate undertook massive procedural reforms and process re-
engineering with respect to the inspections carried out under various Labour Laws,
without compromising on workers’ safety and security. The Labour Department has
allowed Joint / Synchronized inspections under the Labour Laws to eradicate
multiplicity of inspections, wherein the reports of inspections are being submitted
online on real time basis and the establishments can view / download them.
Customized online modules have been made to randomize inspectors and allocate
them in a way that no inspector visits the same establishment twice consecutively
within a specified period of time.

Presently inspections under the various Labour laws, like C.L.(R.&A.) Act, 1970;
Payment of Wages Act, 1936; W.B.S.&E. Act, 1963,The Minimum Wages Act,
1948; etc. where State Government is the appropriate government, are covered under
this project. A new policy has been introduced for differentiating the establishments
into High, Medium and Low risk associated. The selection of establishments is done
on the basis of risk involved with the establishments. Facilities like self-certification,
third party certification have also been introduced. Low risk establishments are now
exempted from routine compliance inspection and establishments with medium risk
can avail third party certification instead of departmental inspection. Thus inspections
undertaken have now become more effective and result oriented. To facilitate the
process an application has been developed to capture the violations detected during
the inspection by the inspectors and further processing thereof. It not only reduced
man hour but also brought more transparency.

RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Inspection Note 0 1 2282
Generation of Show Cause Notice 0 0 772
Prosecution and Court Case 0 0 148

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b. e-Services of 2016-17 through various delivery channels (% of volume)

On CSCs Department Mobile Others
line Counters Gateway including any
Web SMS Social media
Mobile App
Inspection Note 100 NIL NIL 70 NIL
Generation of
Show Cause 100 NIL NIL NIL NIL
Notice
Prosecution and
100 NIL NIL NIL NIL
Court Case

Description of e-Services
Description of the Solution Implemented
Procedural Reforms: In order to assess Risk involved in any establishment,
Mechanism was devised to assess risk involved in each establishment based on a
number of parameters, like number of workers, nature of business etc. On the basis of
risk profile of the establishments, the frequency of inspection is finalised. Thereafter,
the inspectors are randomised and allotted by means of a customised online module.
The allocation is done in a manner so as to ensure that no inspector visits the same
establishment twice consecutively over a specified period of time. Detailed
information has been made available on the processes and documents involved in the
inspections under Labour Laws, thereby negating any probability of connivance at the
local level.

IT Systems: Development of an application was done through which the violations

detected can be captured on the spot and can be uploaded in to the system. For the
purpose the inspecting officers were provided with a hand held device (tablet). There
after the violations detected were locked in the system until the inspector unlocks it
after compliance of the direction for compliance. All the violations those remain not
complied can be printed in an auto-filled show-cause notice. There after the whole
process can be forwarded to the higher authority for approval for lodging court cases
or let off as the case may be. The final papers for lodging court cases can also be get
printed through the system. In this way report generation on inspection are made
automated. For the purpose a special mobile-app has also been developed compatible
with smart phones/tablets. There is further vision of integration with other authorities
like trade licensing, courts etc. if required.

Comparison of the Pre-Deployment with Post-Deployment Scenario

Pre deployment- Selection process of establishment which was supposed to be
inspected was not well defined.
Post Deployment- Selection process of establishment was defined by introduction of
inspection policy
Pre deployment- Inspection of all the establishments was practically a herculean task
as there are more than 8 lakh establishments and number of inspectors are available
are 680 approx. Thus there were possibilities that establishments which are more
vulnerable to violation may remain not inspected for quite a long time.

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Post Deployment- Inspection of establishments was made more focused and effective
by selection of establishments on the basis of risk profile. Introduction of self
certification has made another way to ensure compliance.
Pre deployment- Excessive requirement of clerical man-hour.
Post Deployment– By automatic generation of show cause notice, papers for lodging
court cases, approval through systems man-hours required were reduced
considerably.
Pre deployment- Supervision and monitoring were done manually, so there is scope
of lapses.
Post Deployment– Instant access to inspection note, compliance report, status
tracking etc. by the higher authorities has made the supervision and monitoring more
effective.
Pre deployment - Scope of transparency was limited to some extent.
Post Deployment– All the processes are now visible to all stake holders, hence more
transparency is obvious
Pre deployment- Total process was time consuming.
Post Deployment– Reduction of man-hour, constant supervision etc has made the
total process a time bound one.
Pre deployment- Record keeping was manual and voluminous.
Post Deployment- As most of the process are now being made online normal process
of filing, processing etc is now mostly dispensed with
Pre deployment- Preparation of various reports was time consuming.
Post Deployment– Now report generation is at the finger tips of the inspector or
officers concerned.
Pre deployment– Operation was Person Driven.
Post Deployment– Operation is Process and System Driven, with bare minimum
scope for deviation from the norm.

Benefits of the Solution Implemented

Focused Inspection: It is evident that all the establishments does not have the same
risk propensity hence pro-rata inspection would not cater to the difference in the risk
dispositions. By segregating the establishments according to their risk proclivities as
high, medium and low risk ones and treating the, differently we are catering to the
differential needs of inspections for the different categories. The basic premise is that
to divert the state resources to those establishments which have the highest risks i.e.
where the workers are the most vulnerable. This not only makes the inspection
focussed but also bring more establishments particularly the low and medium ones
under the purview of the statutory provisions of the various labour laws and to avoid
undue hassles to a business through negating multiple or excessive visits of
Inspecting Authorities without compromising on the safety, health, social security
and welfare of the workers as provided under the various labour enactments.

Reach: As stated earlier given the limited size of the state inspection machinery , it
becomes challenging to reach out to all the shops establishments factories, moreover
all of these are not do not mandate the same inspection resources given their risk
dispositions. Specifically there are more than 08 lakh registered shops and
establishments in the State at present. Through the provision for Self Certification,
nearly all Low-Risk establishments are given an opportunity to comply with the

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statutory norms of the labour laws. This instils confidence in the business operator or
investor to furnish all statutory information and otherwise as per norms in the
authentic and right manner.

Impartiality: Inspectors are prone to human errors, stereotypes and the like. So if it is
mandated that the same inspector is not allowed to visit the same establishment more
than one this human bias is eliminated. Moreover, if the allocation of inspectors is
randomised through an automated process this further reduces the scope for partiality
as there is no predisposition whatsoever and maximum objectivity for inspections is
ensured.

Transparency: As a part of the MIS module provisions have been made so that an
employer is notified via an SMS alert to download his inspection report within 48
hours of inspection in his establishment. In addition there are provisions for viewing
and downloading the inspection reports under various Labour acts and rules
geographical area wise, thereby making the process transparent. A repertoire of show-
cause, let off compliance (before & after show cause) and court cases is also
maintained from which the count of the number of inspections made, court cases
launched, let offs under the various labour laws for the different units of
administration and the state as a whole can be reported. Thus anyone can access all
the statistics in every possible combination anytime anywhere and get a
comprehensive picture about the status of inspection in the state.

Faster process resulting into more man-hour of State machineries: Automated

processes have diminished the total clerical man-hour of State Government
employees.

Implementation Coverage as on today

Almost all establishments, including shops, are covered under various labour laws
applicable in the State. Establishments includes factories, industrial premises, cinema,
theatres, Hotels, restaurants, contractors, Principal Employers, Plantations, Industrial
premises manufacturing beedi and cigar products etc. Approximately, there are more
than 8 lakh registered shops and establishments, 17 thousand registered factories in
the state. Since each inspection is conducted to ensure their safety and security, the
entire work force working in the above said units / establishments / factories
(including their family members, other than those engaged in Government and other
semi Government etc.) are the direct or indirect stakeholders in inspection reforms.
The Labour Department touches almost the entire population of the State directly or
indirectly as everywhere and anywhere we go, any service we seek has employed
some worker, and each worker under each registered employer / establishment is
covered under the Labour Laws and welfare Schemes. Employers of all
establishments and all workforces as stated above will be the target group to get
benefitted directly or indirectly. Different awareness generation programmes are
being conducted to sensitize the target groups and the owners about the reforms
brought in and the rate of active participation is increasing day by day.

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New Services / Enhancements

 Automatic generation for show-cause,
 Permission for let-off,
 Permission for prosecution,
 Generation of prosecution challans for the appropriate courts,
 Online maintenance of case registers,
 Auto-generated MIS monthly reports of the inspection throughout the State
 Provision for SMS alerts

ENABLER INDICATORS
Government Process Re-engineering
The Labour Department, Government of West Bengal stands committed towards
creating a smart, efficient and transparent work environment through re-engineering
of existing process of selection of establishments for the purpose of routine
compliance inspections only by differentiating compliance inspection requirements
based on risk profile (such as High, Medium and Low risk) of establishments/ units/
industries (collectively referred to as establishments hereafter) by leveraging the use
of Information & Communication Technology (ICT).

Procedural Reforms: In order to assess Risk involved in any establishment,

Mechanism was devised to assess risk involved in each establishment based on a
number of parameters, like number of workers, nature of business etc. On the basis of
risk profile of the establishments, the frequency of inspection is finalised. Thereafter,
the inspectors are randomised and allotted by means of a customised online module.
The allocation is done in a manner so as to ensure that no inspector visits the same
establishment twice consecutively over a specified period of time. A separate
inspection policy along with scheme for self-certification by employers, regarding
their compliance on various labour laws administered by Labour Commissionerate,
was introduced, wherein the establishments submitting self-certification falling under
low risk category were exempted from routine compliance inspection. Cycle of
routine inspection was also formulated in the policy. Detailed information has been
made available on the processes and documents involved in the inspections under
Labour Laws, thereby negating any probability of connivance at the local level.

IT Systems: Development of an application was done through which the violations

detected can be captured on the spot and can be uploaded in to the system. For the
purpose the inspecting officers were provided with a hand held device (tablet). There
after the violations detected were locked in the system until the inspector unlocks it
after compliance of the direction for compliance. All the violations those remain not
complied can be printed in an auto-filled show-cause notice. There after the whole
process can be forwarded to the higher authority for approval for lodging court cases
or let off as the case may be. The final papers for lodging court cases can also be get
printed through the system. In this way report generation on inspection are made
automated. For the purpose a special mobile-app has also been developed compatible
with smart phones/tablets. There is further vision of integration with other authorities
like trade licensing, courts etc. if required.

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Capacity Building
The Inspectors who are assigned with the task of inspecting the establishments under
various Labour Acts, earlier used to do it manually. Just prior to the implementation
of this project, over 100 Assistant Labour Commissioners and 450 inspectors, posted
across the length and breadth of the State were given hand-held devices. Capacity
Building initiatives i.e. hands-on training for two weeks was undertaken so as to
ensure that the officials are able to use the devices effectively and the project is
properly implemented.

Change Management in terms of Leadership Support

In order to ensure a smooth transition from the earlier ‘Manual Process’ to the current
‘Online Process’ change management was undertaken. Organizational change
management was complementary to the project management. Through effective
change management it was ensured that this project’s solution is successfully
embraced, adopted and used. Some of the steps involved in this included:
Involvement
Involving the stakeholders in design and implementation of changes is to make sure
the right changes are made.
Impact
Assessing how the changes will affect the inspection process and the stakeholders.
Communication
Informing the stakeholders of the new processes introduced.
Readiness
Getting the Inspectors ready to adapt to the changes, by ensuring they have the
training, devices with internet facility, information and assistance.

VALUE INDICATORS
Learnings for sharing
One essential feature of this system is that scope for replicability is immense, as the
same methodology can be seamlessly replicated in any process that involves physical
inspection based on certain pre-defined parameters. The same principles can be
applied not only across other States/Central Government working with same / allied
set of labour laws or rules but also across other functionalities of the Labour
Department like administration of its various social security schemes for unorganised
sector workmen. Especially the improvised mechanism adopted to make entries of
violations detected, getting all previous compliance history, registration history ready
at hand made it a very useful tool or application to serve the desired purposes.
Suggestions for its betterment were always welcome and as a result it is being more
useful day by day after incorporating well deserved changes. There is further scope of
integration of this application with other applications and portals. Each implementing
authority very well knows the provision under the Acts being implemented. As such
populating pre-defined parameters into the application software is not a challenge.
With the growth of digital infrastructure in the nation, the provision of handheld
devices with quality network speed is not a big challenge either. Further, the
inspections carried out through the handheld devices, in a location without internet,
such reports can automatically be made to sync with the main server once the device
gets into a zone with internet network.

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 Inspection Reforms under Labour Commissionetate

Digital Empowerment
As stated earlier given the limited size of the state inspection machinery , it becomes
challenging to reach out to all the shops establishments factories, moreover all of
these are not do not mandate the same inspection resources given their risk
dispositions. Specifically there are more than 8 lakh registered shops and
establishments in the State at present. Through the provision for Self Certification,
nearly all Low-Risk establishments are given an opportunity to comply with the
statutory norms of the labour laws. This instils confidence in the business operator or
investor to furnish all statutory information and otherwise as per norms in the
authentic and right manner.

To digitally empower the stakeholders of the Project at various Levels, Mobile

friendly application has been developed keeping in view the Time frame of the
Inspection reports to be uploaded and inspection report to be filled and submitted by
the Inspecting authority on the fly as well as GPS Navigators and Maps which shall
help in tracking locations of inspectable Units. On the other hand, timely and periodic
SMS alerts to the Entrepreneurs with a prior information about the Inspection
Schedule helps the entrepreneurs to be well informed and prepared. Needless to
mention, the initiatives taken has helped a lot to various stakeholders to be Digitally
empowered.

Green e-Governance
Green Computing Practices have been encouraged in this Project which targets
Complete Paperless System of working, while ensuring maximum recycling of IT
gadgets and infrastructure.

Shri. Abhinav Chandra, Secretary, Labour Department, Government of West

Bengal, [email protected]

Shri. Kingsuk Sinha, Deputy Labour Commissioner, Labour Commissionerate,

Labour Department, Government of West Bengal, [email protected]

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 Implementation of eOffice in Punjab State
Department of Governance Reforms, Government of Punjab

Abhinav Trikha, Kalwarn Singh and Rajnish Malhotra

PROJECT OVERVIEW
The Department of Governance Reforms (DGR) is the nodal agency of the State
Government for e-Governance initiatives in different departments of Punjab. The
Department of Governance Reforms has been created to improve the internal
governance by bringing/introducing reforms in the present system of governance and
to achieve good governance through the use of Information Technology (IT) tools.

Like any department, DGR office itself is stack of papers and loads of files and the
same can be seen piled high on the desks of every person sitting in the office. The
manual system has many hitches while carrying out the activities of an office. It may
lead to more storage space, more manpower need to maintain, retrieve and forward
files, with chances of files being lost or damaged, lack of transparency and
accountability, poor monitoring and evaluation and inefficient communication.
Always lot of time is consumed in searching physical files/receipts.

In its earnest to move further in bringing transparency in the functioning of its office
activities, it was decided by Department of Governance Reforms, Punjab to
implement digital work place solution. eOffice is a product aimed at transforming the
core of the Government functioning, the work culture and work ethics. It will
automatically promote the desirable values of transparency, efficiency, accountability
and economy. The product comprises a set of modules to promote working with files,
documents, electronically, which automates the internal functioning within and across
Government offices.

Coverage of eOffice implementation in Punjab

DC Offices Punjab All branches of 22 DC offices
MilkFed All braches
DGR All branches
MGSIPA All branches
PMIDC All branches
ETTSA In Progress

Many other departments like Punjab Police HQ, Punjab State Warehousing Corp,
Technical Education, Transport, and Investment Bureau have reached NIC Punjab for
implementation of eOffice. There is Plan for complete roll out of eOffice in State.

Potential for replicability arising from the success of your project/activity

 Implementation of eOffice in 22 DC Offices of Punjab.
 Implementation of eOffice in almost all departments of Punjab government
after success in DGR
Reasons for shifting to eOffice
• eOffice is a step forward into an era of paperless administration. eOffice is a
Digital Workplace Solution that has partially replaced the existing manual

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 Implementation of eOffice in Punjab State

handling of files and documents with an efficient electronic system. Being an

electronic system, all the data is being stored digitally and servers have regular
backup and Disaster Recovery systems are in place. In addition, this being a
web based application, people can access it from anywhere on VPN and can
continue working while at offsite.
• Transparency & Accountability has been the one of the best advantages
brought by eOffice. The documents or the files are preserved forever. There
are no chances of the files being misplaced, modified or lost. There is an
absolute transparency as anything once written on the file can ever be changed
or undone. The files cannot be kept pending as the system is designed to give
feedback and monitoring mechanism.
• File tracing is lot simpler, easier and faster. Users can search and track files
progress, also check the files being worked by their subordinates. Various
reports are available to track the progress on any file. Work load of filing,
delivering files has been reduced as e-Office system takes care of these
activities. This will eventually result in less number of RTIs or quicker
response cycle to RTIs.
• This is acting as a single directory of employees and a centralized knowledge
database.

RESULTS INDICATORS
Key Performance
Following are our key result indicators and their respective performance against plan-
Particulars Status
Total No. of Receipts Scanned 45824
Total No of File Converted 6806
Total no. of Manual Files Closed 2492
Movement of Receipts 81932
Movement of Files 46428
Employees trained in eOffice till date. 1269
Particulars Status
File Heads Identification Done
File identification for Migration Done (Partially)
Publishing of Documents on Notice Board Pending
EMD uploaded on LIVE Server Done
Email creation of Punjab.gov.in Done
Central Registry Unit LIVE Done
File Creation Started
Receipt Creation Started
Total No. of Manual Files Scanned ~ 450
Total of Pages in the file ~ 112536
Total No of Receipts Scanned 472
Files Migrated into eFile 67
Movement of Receipts 787
Movement of Files 6
Employees trained in eOffice till date 47
Email created on Punjab.gov.in 48

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 Digital Empowerment - A cornerstone for eGovernance

Total
No. No. of Total No. of
Sl. Project no. of No. of
of Files No. of Files
No. Name Scanned Almirah
Files Scanned Pages uploaded
Pages
1. e-Office 13 13 2138 2138 13 1
2. HRMS 12 10 2865 2817 10
3. Sewa 29 3
91 81 23232 17507
Kendra
4. Election 60 52 19136 15598 8 6
5. Court Cases 25 25 7707 7707 7 -
6. Procurement 226 184 28346 18726 - 5
7. IWDMS &
34 34 8835 8835 - -
IFMS
8. Grievance - -
8 5 2433 1897
Cell
9. AMC 6 6 2733 2733 - 1
10. Suwidha 69 39 15131 10147 - -
Total no. of Pages 544 449 112536 88105 67 16

Description of e-Services
Government to Government
1. Single Product for reuse in the Government
2. Online role based accessibility of information
3. Alerts and Dashboard display of events
4. Advanced searching of documents
5. Centralized document library with folder wise categorization
6. Separate user area for users folders and documents
7. Sharing of documents and folders with other users
8. Metadata compliant with data & metadata standards
9. Versioning of documents
10. Reminders available over SMS and e-Mail
11. MIS reports for top management
12. User friendliness
13. 24x7 availability of data
14. All documents are digitally signed during file movement
15. Enhance Transparency & Increase Accountability
16. Ensure Data Security and Data Integrity
17. Transform the Government Work Culture
18. Promote innovation by releasing staff energy and time from unproductive
procedures
19. Quick Disposal of cases and systematic, timely monitoring of pending cases
20. Better Communication
21. Added security with DSCs/eSign
22. Email Diarization

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 Implementation of eOffice in Punjab State

Implementation
Implementation Coverage as on today
Coverage of eOffice implementation in Punjab
DC Offices Punjab All branches of 22 DC offices
MilkFed All braches
DGR All branches
MGSIPA All branches
PMIDC All branches
ETTSA In Progress

Many other departments like Punjab Police HQ, Punjab State Warehousing Corp,
Technical Education, Transport, and Investment Bureau have reached NIC Punjab for
implementation of eOffice. There is Plan for complete roll out of eOffice in State.

News Services / Enhancements

Regular updated versions as per requirement from users

ENABLER INDICATORS
Main deployment activities
• First Demo deployment in State Data Centre was done for testing and training
purpose.
• Capacity building of Punjab State Data Centre team for application
configuration and handling day to day application tasks in SDC and backend
technical support to eOffice users for accessing portal. Test cases were given
to them for deployment.
• Provided handholding support to SDC to address deployment issues
• LIVE Deployment is in State Data Centre
• Standard instructions / procedure document for updation of eOffice modules
with latest versions.

E-Office is being implemented in the department in three stages:

1. Planning (or eOffice Deployment Planning)
2. Execution (or eOffice Deployment Execution)
3. Adoption (or eOffice Adoption)

Selection of Mansa District as pilot implementation of eOffice.

• Creation of Project Review Committee for smooth implementation of eOffice
• Gap Hardware Analysis for pilot and non-pilot branches for all DC offices
• Procurement of gap hardware for all branches
• Procurement of hardware for CRU and training lab
• Establishment of CRU lab for all 22 DC offices. CRU (Central Registry Unit)
can be defined as a unit responsible for the Digitization of any correspondence
for department so special attention is given for strengthening of CRU. CRU
was setup at each location for all 22 DC offices. DGR office was already
having CRU only capacity building was done to strengthen the CRU staff.
• Establishment of training lab for all the 22 DC Offices which is necessary for
capacity building so that eOffice users can use eOffice easily.

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• Installation of LAN in all DC offices except 2 due to shifting of DC office to

new building.
• File heads identification for creation of files through eFile.
• Migration of physical files in to electronic file.
• One resource has been provided to all the 22 DC Offices of Punjab.
• Training has been provided to 1000 + employees on eOffice. Capacity
Building of master trainers.
• Official Email ids are being created to login into eOffice. This led to fast
communication through email only. Employees of DC Offices were trained to
use their email ids for official communication and data sharing. Same Email
ids are used to login to eOffice Application.
• There are lot of documents like policies/acts & regulations/orders/
circulars/forms/guidelines & standards or any official communication which is
being sent to every employee or to any specific group of employees, copies of
that document is delivered to every employee but with eOffice any document
can be shared with the module KMS. The concept of digital notice board is
introduced in eOffice Portal. Here in Punjab eOffice Portal, double notice
board has been configured, one for state and one for district level. Notice
Board is integral part of the eOffice Portal. This is the section which is used to
showcase each and every happening related to the department.

Awareness presentation
An initial presentation to the department highlighting the main facets of the
application and outlining the deployment plan was given.

Action Plan
An action plan was made and finalized with DGR/DC offices to outline the activities
for implementation of eOffice.

Department project team/ Project Implementation Committee

Nodal officer along with other officers including DC office Staff, SSM, Head SeMT
etc… from the department was identified to constitute a project implementation team
which was a core step to drive smooth implementation in the department.
Responsibility for the activities as per the Action Plan was fixed to ensure smooth
and timely action.

Preliminary study/Assessment Infrastructure

Conducted a brief study of the department to understand it’s structure, functions,
processes, and other special features with a view to assessing the readiness and
potential roadblocks by eOffice State Team, Punjab. It also included availability of
hardware as per guidelines of eOffice in the department which assesses the
infrastructure requirements after an infrastructure gap assessment study to identify the
infrastructure to be procured. After the gap analysis of hardware infrastructure, gap
hardware was procured and distributed among all the branches/sections/offices. It was
made sure that each and every user who is using eOffice application should have one
client machine. MFP’s were also provided for each of the branch/section/office as per
the needs. To strengthen CRU section, two heavy duty Scanners were provided.

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Trainings
As per the training schedule decided upon during the action plan, identification and
training sessions for Master Trainers were conducted first. Trainings for all the other
staff of DGR/DC Offices were started after that. Rigorous training was provided to all
the officers/officials of DGR/DC Offices with hands-on-sessions so that each and
every user can learn complete eOffice functionalities. Special attention was given to
master trainers to strengthen the local support team. Also special attention was given
to CRU for their capacity building.

User setup
This is the process of identifying the users, loading all relevant master data for
eOffice, setting up security privileges, and carrying out any other basic configuration
required to get the product operational. It was instructed to keep latest employee
master data ready for integration into eOffice. Employee Master Data (EMD) for all
employees of DGR/DC offices was prepared and successfully entered into eOffice.
Email addresses on Punjab.gov.in domain were created for all users of DGR/DC
Offices. Official email address and password are used as Login credentials for
eOffice Portal.

Digitize active records

Since most decision-making will now be processed through the system, the
department will have to convert its physical files to electronic format. Any new files
will also have to be opened in electronic format and receipts scanned and uploaded
into the system.

It involves two basic steps:

1. Scanning of paper documents (e.g. Receipts & Files)
2. Tagging them with certain Meta data prescribed in the system (based on
certain guidelines)

Since scanning could involve handling a large volume of documents, the department
decided to digitize them section/branch wise.
• Steps are being followed to migrate all physical files into eFile. Procedure for
scanning was decided and instruction was forwarded to all users of DGR/DC
Offices. Active involvement of NIC State team was there in the migration
progress.
• A list of primary, secondary and tertiary files heads was prepared and updated
in eOffice. These file heads are useful for classification of files and creating
files which is recommended in Central Secretariat Manual of Office
Procedures.
• Records were classified in terms of noting, Correspondences, drafts,
references etc. so that scanned records are easily integrated into eFile.
• Employees of the department were made cognizant about keeping their
computer drives clean for faster and smoother eOffice usage.
• Use of printers was discouraged in order to achieve paperless office.

Similarly, instructions were sent for publishing latest circulars/Office orders/policies

etc. on Electronic Notice board so that KMS is ready and live.

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Assess product feedback and manage change requests

After training, feedback was taken from users. They were made comfortable to use
eOffice. Once the department started using eOffice, users gave suggestions to
improve the product. This feedback is being evaluated both on technical feasibility as
well as on process conformity and the decision communicated back to the user using
a help desk facility available for eOffice.

Declare deployment complete

As per the action plan, eOffice is LIVE and instructions were given to all to use
eOffice only. It was decided to create all receipts and files through eOffice as
scanning and migration for all physical files has been completed. For instance new
files should be created through eFile only. Department has passed an internal order
that all new receipts (except some excluded by special clearly defined criteria) must
be processed through CRU. No manual DAK/Receipts are to be entertained.
Begin post-deployment support
The handholding team positioned by NIC provides support to a department until it
goes live. NIC eOffice team will provide offsite support after post deployment.

eOffice Status for DC Offices:

Particulars Status
Total No. of Receipts Scanned 45824
Total No of File Converted 6806
Total no. of Manual Files Closed 2492
Movement of Receipts 81932
Movement of Files 46428
Employees trained in eOffice till date. 1269

Strengthening of Central Registry Unit (CRU)

It plays an important role rather it is the gateway of the project. It was our first motto
to strengthen the CRU (Central Registry Unit) so that receipts coming to DGR/DC
Offices should be scanned in CRU (Central Registry Unit) and they should forward it
to the concerned through eOffice only. Challenge is that in government organizations
employees deputed at CRU /diary & Dispatch do not have the basic knowledge of
computer, email and internet browsing. So trainings were provided to CRU to handle
routine tasks through eOffice only. They were made comfortable to use eFile. In
manual system CRU branch is considered as one of the least significant branch of the
office, but in electronic system it has significant role.

Organizational Resistance
Initially there was resistance from office staff due to fear and anxiety due to lack of
technical skills, lack of experience in working in another language like English etc.,
apprehension leakage of confidential information , peer pressure etc. This is an
extremely important aspect as eOffice is a top driven application. Sometimes as the
top management changes, the implementation/usage also slows down. In the
beginning, there was reluctance in changing the existing processes which were being
used in the manual environment in the DGR/DC offices, which was handled by
explaining the features and benefits of eOffice to employees and vigorous trainings

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was provided. A nodal officer and few top officers were nominated to check the
progress of eOffice implementation.

Lack of Requisite infrastructure / LAN and Network bandwidth

After GAP analysis it was found that there was lack of hardware, LAN and
bandwidth as per the guidelines for proper implementation of eOffice in the
department.

Like any other government organizations, in DGR/DC offices too hardware gap
analysis was done as it’s the basic requirement for eOffice. Based on the availability
of infrastructure (comprising scanners, computers etc.,) in DGR & DC Offices, a gap
analysis report was prepared and suggesting that every user using the eOffice should
have a client machine and one scanner for every four persons.

When the employees do not have proper client-machines with proper maintenance
(regular PC-cleaning activity) with some of them even using out-dated computer
systems, it could lead to slowdown of entire network. Also Network Band
width/Network Configuration issues can lead to slowness and sometimes even
disruption in service of eOffice also.

Customization as per the needs

It is very necessary to build a system which is adequate as per the working
environment of the department in which it is going to be implemented. In DGR, most
of the working is in Punjabi language and the persons are using old stereotyped non-
Unicode fonts for typing which was addressed and employees were explained about
the features of using Unicode before entirely shifting on Unicode fonts. Woking with
eFile was made user friendly as they are using in manual system and they should get
the same feel like manual system. FAQs, guidelines, user Manuals etc., were made
both in English and Punjabi for user support.

Governance Structure
To ensure an effective implementation of eOffice, it must be driven and monitored by
a well-defined Governance Structure. In the absence of mandate and clear
instructions from the top management, it is not possible to implement eOffice. So
Governance Structure was constituted for effective implementation of eOffice in
DGR and all 22 DC Offices.

Technical Support
As the entire environment is changing (Hardware and Software in terms of OS,
Browsers, Linux, Java Platform, APIs, it is huge task to keep up with the pace of this
development. Local Support team from DGR and DC offices was constituted to
handle all such issues and their capacity building was done. Necessary FAQs, help
documents were prepared for their support.

Change Management
Change management plays a vital role during the implementation life-cycle of the
eOffice, as gradually, after department gets comfortable with the use of the
application, it starts looking for additional features in the application which at-times

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are very exclusive (specific) in nature, and are not generic. One of the most common
mistakes made during eOffice implementations is to assume that eOffice can be used
to run office end to end, whereas eOffice works towards optimizing value chain
instead of providing end to end solution. All the latest releases of all modules of
eOffice are updated from time to time to meet user requirements.

VALUE INDICATORS
Learnings for sharing
• Single Product for reuse in the Government
• Most of the manual files were scanned and migrated into the eFile in eOffice.
• Option to signing document electronically (e-Sign/DSC)
• Use of Electronics Notice Board
• Flexibility in the movement of files and receipts
• Completely based on Central Secretariat Manual for Office Procedures.
• Advanced and powerful Search
• Dynamic Global and local Address book
• LDAP Authentication with Secondary LDAP server deployed in SDC Punjab
• Equipped with Physical load balancer
• Complete deployment has been done on SAN
• All modules including Citizen Interface, Record Management System, FTP
Server for migration files, eOffice Adoption etc. has been added.

Digital Empowerment
1. Centralised product from PAN India
2. Multilingual
3. Very Nominal Application cost for online support/Updates, Training etc.
4. Strictly based on Central Secretariat Manual of office Procedures, Govt. of
India
Green e-Governance
The motive of eOffice is Paperless office – A Digital WorkPlace “Go paperless- Go
Green”

Mr Abhinav Trikha, Director, Department of Governance Reforms, Government of

Punjab, [email protected]

Shri Kalwarn Singh & Rajnish Malhotra, SSM & Head SeMT, Department of
Governance Reforms, Government of Punjab, [email protected],
[email protected]

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 Employees Loan Management System
Treasuries & Accounts Department, Government of Haryana

Sunil Saran and Deepak Bansal

PROJECT OVERVIEW
The state government provides facility of different type of loans to its employees on
very easy terms though the government itself has to take loans from different sources
to meet its expenses. The installments of loan and interest were deducted from the
salaries of the employees. Accountant General, Haryana used to keep account of all
the loan records. Now the Haryana government decided to shift the loan portfolio to
Punjab National Bank so that it doesn't have to disburse hundreds of crores of rupees
to its employees. The difference of interest as per bank rate and as per government
rate is being paid by the state government to the bank. The monthly installment of
loan is deducted from the salary of the employee and credited into his loan account in
the bank when payment of salary is done by the treasury bank.

There are about three lakhs government employees and more than 9200 DDOs in
Haryana who make payments to all the employees, pensioners and other payees
directly into their bank accounts through Electronic Payment System and all types of
deductions including income tax deductions of all employees are being made using
this system.

The Employees Loan Management System is a web enabled workflow based solution
developed as part of e-Billing system and integrated with other components of
Integrated Financial Management System (IFMS). The system has been implemented
across all the government offices of Haryana. It enables disbursal of Home Loan,
Vehicle Loan, Personal Loan (Marriage Loan and Computer Loan) to employees of
Haryana Government. It has been developed by National Informatics Centre in
association with technical team of Punjab National Bank. Haryana is the first state in
the country to implement such a system for its employees.

It manages the employee loan policies and their entitlement based on different
parameters. Employees request loan by filling an application form which are then
reviewed and sanctioned. Loan payments are processed automatically through the
payroll at the end of each pay period. It can manage advance through the same
process.

The goal of the system is to enable the state government employees get loans in time
bound manner without putting heavy burden on the state exchequer. The project is
being nominated as it is a solution one of its kind in India and can be replicated by
other state governments also.

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RESULTS INDICATOR
Key Performance
There are four very important types of services are given below in the table:
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2016-17
2014-15 2015-16 No. of
Amount
Employees
Housing Loans - - 498 532458200
Vehicle Loans - - 131 61120292
Personal Loans
- - 222 23727100
(Computer & Marriage)
Transfer of old loans 65000 loan records
amounting to Rs. 575 - -
crores

Description of e-Services
The Bank provides Loans to the employees of the Haryana Government on the basis
of loan amount approved at and application details entered on the e-billing portal of
the Govt. by DDOs. The DDO enters the required particulars of the employee
pertaining to loan only after receipt of application on the formats prescribed by the
government, satisfying the existing eligibility criteria, antecedents of the vendor from
whom asset is to be purchased, compliance of terms & conditions of the State Govt.
guidelines for sanction of loan. The loan carries interest at one year MCLR of Punjab
National Bank applicable as on the date of sanction/disbursement of loan. The MCLR
charged in an account shall remain fixed for one year. MCLR shall be reset after one
year from the date of sanction/transfer of portfolio. However, on fresh loans, the
applicable MCLR as on the date of sanction/disbursement shall be applicable.

On the basis of the information pertaining to employee and loan amount approved
and entered by the DDO on the web portal, loan is sanctioned by the bank as per its
own system. The information put up by the DDO on the web portal pertaining to
employee, loan eligibility, loan amount, cost of asset to be purchased/acquired,
mortgage ability of property and approval of map plan of the property to be acquired
and/or on which construction/addition/alternation/renovation/repair is considered
authentic and bank does not recheck the same.

As the loans to the employees of the Government of Haryana are to be sanctioned on

the basis of loan amount to be arrived at and entered on the portal by the concerned
DDO as mentioned above and subject to the ceiling and as these loans stand
guaranteed by the State Government, the Bank has taken over the existing
portfolio/sanction and is disbursing fresh loans.

As all the loans are guaranteed by the State Government, the bank does not insist for
checking the credit history of employee by drawing CIR from CIBIL/Equifax or such
other agencies. Bank also doesn't insist for the verification of title of the property,
valuation of the property, bank’s approved architect estimate, approved map plan of

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the property and neither the State Government Employee not the State Government
bears any expenses pertaining to these. The bank doesn't insist for producing the
evidence of insurance also and in case of any loss to the asset acquired/purchased the
concerned employee is responsible and bank continues to recover the loan installment
from the employee salary.

However, bank searches and seeds the data in respect of the property to be
purchased/mortgaged by the employee from CERSAI (Central Registry of
Securitization Asset Reconstruction and Security Interest) as per Govt. guidelines and
charges to be recovered by the Central Government are paid by the concerned
employee; the employee concerned shall execute all the loan documents.
However, the employees of the Haryana Government are free to avail loan over and
above the max. limits mentioned above as per their choice from the bank and the
bank may sanction their such loans as per its schemes for general public after
obtaining necessary documents on its own terms and conditions, Rate of Interest,
Repayment period, PNB Score, obtaining legal opinion, valuation, CIBIL/Equifax
reports etc., obtaining security/guarantee at the cost of the employee and
debiting/recovering of processing fee and documentation charges, if any. Following
are the terms and conditions:
 The Government of Haryana stands guarantee to the repayment of the total
loan (i.e. up to max. limit of loans as mentioned above with interest including
interest subvention as agreed upon) taken by the employee concerned either
through deduction from his/her salary or for repayment from his/her terminal
benefits in case of any eventuality.
 In case of transfer, employee will make it sure that the details of the loan are
mentioned in the Last Pay Certificate (LPC) and check from the DDO that the
loan details are passed on to the new DDO so that there is no default on
payment of loan on part of employee.
 In case of transfer of employee, DDO will make it sure that the details of the
loan are mentioned in the Last Pay Certificate (LPC) of the employee so that
there is no default on payment of loan on part of DDO.
 In case of resignation, pre-mature retirement, dismissal or death etc. of the
employee concerned, the amount recovered by Government of Haryana from
the terminal benefits of the employee is settled with the bank at the time of
monthly payment of EMI and interest subvention to the bank. In special case
like death, retirement, resignation of the employee, the final settlement of the
account is done by the Government of Haryana within a maximum period of
90 days avoiding the account to become NPA. The State Government
undertakes to make the full and final payment of loan account of the employee
irrespective of retirement dues;
 The Government of Haryana has assured the bank that the installments due on
the respective loans are deducted from the salary of the employees and is
deposited with the bank.
 The differential between the rate of interest mutually agreed upon by the
Government of Haryana with the Bank and the rate of interest to be charged to
the employees is reimbursed in the form of interest subvention monthly on the
basis of claims submitted by the bank after due verification and subject to
audit by the Government.

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 After the full repayment of the loan by the employee concerned to the bank,
the bank will release the documents of the property mortgaged or any such
documents to the employee within one month of full payment.
 In case the employee commits breach of any of the conditions under which the
loan is sanctioned, the entire amount of loan with interest shall become
payable in lump sum and shall be recoverable as per provisions of the State
Government of Haryana.
 Balance amount, if any remaining outstanding at the time of retirement, may
be adjusted from the superannuation benefits i.e. death-cum-retirement
gratuity. An undertaking to this effect is obtained from the employee
concerned.

Following is the flow of activities in the system

1. The concerned DDO processes the Loan request of their employees and the
maker of DDO does data entry of loan of employees along with his personal
details on e-Billing system. A unique loan id is generated for the loan
application.
2. DDO verifies the data through his checker password and the system
transmits the data to the concerned web portal of the bank through a web
service.
3. Bank views/downloads the details of eligible loans of the employees entered
by DDO. The Bank contacts the employee and employee visits the bank
branch along with original and copy of the self attested documents. Bank
sanctions the loan as per the loan approval details sent by the concerned
DDO.
4. Bank updates the details of the amount of loan sanctioned, Installment as
per Govt. calculation (Principal and interest), Installment as per Bank’s
calculation (Principal and interest), Start date and end date of the loan,
customer id, loan account of the employee and IFSC code by invoking a
web service on the e-Billing portal.
5. The Bank disburses the loan to the employee.
6. The details entered and uploaded by Bank can be viewed by the concerned
department/DDO/Finance Department and the same are tagged in salary bill
calculation. Details of the deduction are displayed on the salary bill report
and the loan schedule.
7. After the treasury officer approves the bill and pay order is presented in the
treasury bank, the installment amount (principle/interest as per government
guidelines) is credited in the loan account of the employee in PNB through
NEFT/RTGS.
8. Once accounts are prepared by Treasury officer, the bank can download a
list of deduction of installments of all employees by 25th of every month.
9. A reverse MIS of the details of the defaulting accounts is uploaded by the
bank on the e-Billing portal by 15th of the subsequent month in which
disbursement has taken place.

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10. Details of the Interest subvention amount are also uploaded reported by the
bank on the e-Billing portal.
11. FD verifies the Interest subvention amount through e-Billing.
12. Payment of Interest subvention amount is made to the bank by FD by
preparing single consolidated bill along with detail of accounts to which
such interest subvention belongs, through e-Billing with verified details/list
latest by 20th of close of the month.

The benefits of the system are as follows:

a. Data of outstanding old loan accounts of about 65000 loanees and their other
details were transferred to the bank. PNB has paid the state government Rs. 623
crores for the same.
b. New Loans have been disbursed to 3114 employees amounting to Rs. 271 crores
by now using the system.
c. State will use the budget earlier provisioned for other developmental activities.
d. Greater employee satisfaction which results in better productivity.
e. No processing fee is charged by the Bank.
f. No documentation charges are charged by the bank
g. No pre-payment charges are levied by the bank in case of early repayment of the
loan.
h. Employee can get loan from any branch of the bank.
i. Time bound recovery of principle and interest amount.
j. Automatic Loan installment Deduction and its credit in employee’s loan account
in bank.

Implementation
To implement the Employees Loan Management System, applications/ quotations
were invited by the Finance Department, Government of Haryana from different
banks. After submission of applications and rounds of discussions Punjab National
Bank was selected by the Government of Haryana for providing various types of
loans i.e. Housing, Vehicle and Personal loan to the Haryana State Government
Employees at Punjab National Bank’s prevailing one year MCLR as on the date of
sanction/disbursement of loan.

Accordingly, to implement Employees Loan Management system, a web enabled

workflow based application integrated with e-Billing and other components of
Integrated Financial Management System (IFMS) was developed. The system has
been implemented across all the government offices of Haryana. It enables disbursal
of Home Loan, Vehicle Loan, Personal Loan (Marriage Loan and Computer Loan) to
employees of Haryana Government.
New Loans have been disbursed to 3367 employees amounting to Rs.297 crores since
the start of this system.

Implementation Coverage as on today

The system is providing service to all the 21 district treasuries, 85 sub-treasuries,
9219 DDOs of Haryana. More than three lakhs Government employees across
different offices of Haryana are benefitting from this system.

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New Services / Enhancements

The government decided to shift the existing portfolio of loans also to PNB. So data
of outstanding old loan accounts of about 65000 loanees and their other details have
also been transferred to the bank. PNB has paid the state government Rs. 623 crores
for the same. EMI is being deducted from the salaries of these loanees and is being
credited in their loan accounts in PNB.

Interest details of these loans are also being entered by the DDOs for further
submission to the bank so that their deductions for interest could also be started.
Status of application can be viewed in e-Billing. Details of installments deducted and
outstanding loan amount can also be viewed in e-Billing and on bank’s net banking.

ENABLER INDICATORS
Government Process Re-engineering
Description
State government had to disburse hundreds of crores of rupees to its employees for
loans though it has to take loans from different sources to meet its expenses. After the
approval of loan from DDO, employee had to wait for budget from HQ. This used to
take up to six months if budget was available. Employee had to personally visit
different offices for his loan budget provisioning.

So to overcome these problems, Haryana government decided to shift the loan

portfolio to Punjab National Bank so that it doesn't have to disburse hundreds of
crores of rupees to its employees. The difference of interest as per bank rate and as
per government rate is being paid by the state government to the bank. The monthly
instalment of loan is deducted from the salary of the employee and credited into his
loan account in the bank when payment of salary is done by the treasury bank.

Challenges faced in implementing Process changes

The first and the foremost challenge was that the changed process should be accepted
and adopted uniformly by all the stakeholders in the state. Ease of getting loans was
welcomed by the employees. The old loanees had some apprehensions about shifting
of their loans to PNB. With proper training, those were mitigated.

The Lessons learnt from the Process re-engineering exercise

It has been seen that if a re-engineered process eases the efforts of the users, they are
accepted by them without any inhibitions and their suggestions start pouring in for
further improvement in the system.

Change Management and Capacity Building

In order to make project successful, it was envisaged that existence of proper
feedback mechanism and support to all the stakeholders is of prime importance. To
achieve these following steps were taken:
 Trainings are being regularly conducted for DDOs of Chandigarh and
Panchkula in Chandigarh and at Accounts Training Institute Panchkula.
 Regular Trainer’s Trainings are conducted for Treasury officers at the state
level.

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 Training programmes are conducted through Video Conferencing for other

DDOs of the state.
 A data management cell has been created at the Directorate level. A fulltime
Joint Director has been posted with one System Analyst and two programmers
as technical support personnel.
 A helpdesk cell was created in the Directorate of Treasury and Accounts
department to assist the various departmental officials in implementation of
the project.
 Technical support personnel have been provided at each treasury and sub
treasury office.
 NIC too has a team of dedicated officers in place for development /
customization, processing and project management as well as technical
support.
 Comprehensive FAQ’s were designed to answers the most common queries.
 A telephone helpline is available to provide support to the officials

Leadership support
Honble’ Finance Minister took keen interest in the project he reviewed the progress
of the project at his level. Additional Chief Secretary Finance and Director General,
Treasuries & Accounts have personally taken keen interest in implementation of the
solution by attending various workshops conducted for users from time to time.

Technology
 Web based 3-tier architecture with always on technology
 ASP.Net has been used for front end development
 MS SQL server has been used for databases
 Web services being used for exchange of data with the bank
 Encryption method used for encrypting data to be exchanged.
 The site has been audited by CERT-IN empanelled third party
 Use of Integrated Development Environment
 IIS has been used as web server
 System can be accessed using valid user and password only
 Role based access
 Passwords are stored in encrypted form only
 Audit log of all activities being maintained

A core committee has been set by the Finance department under the chairmanship of
ACS (Finance) to regularly monitor the progress of the implementation. A project
implementation committee has been framed under the Chairmanship of Director
General of Treasury and Accounts. This committee meets every month to take stock
of new development or maintenance requirements.

VALUE INDICATORS
Learning for Sharing
All the state governments provide loans to their employees but it is very difficult for
an employee to get loan from the government. The solution is unique in the way that
it doesn't burden the state exchequer but facilitates the employees get loans whenever

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required. It removes all the hurdles in getting loans. There is real time integration
between the e-Billing system of Haryana and the portal of Punjab National Bank
through web services. The monthly instalment of loan is deducted from salary of the
employee through e-Billing and credited into his/her loan account in PNB after the
salary bill is passed in the treasury and salaries are disbursed through the bank.

Shifting of existing loan portfolio to the bank was also a tedious task as complete
information of these loans was with DDOs only and many of them had also lost
information about some loans. Missing information was collected online from DDOs
and about 65000 records of existing loans amounting to Rs. 570 crores were
transferred to the bank.

Digital Empowerment
The system has been rolled out throughout the state touching upon every caste and
creed of the state. Instructions have been provided on the portal in local languages
wherever possible so that the less educated users may also adopt the technology. SMS
alerts are being sent to employees on receipt of their loan applications in the bank.
The employee doesn't have to run here and there for loan sanctioning. He can get loan
in any branch of the Punjab National Bank in his vicinity.

Green e-Governance
The system is preserving nature by movement of less papers. Application in digital
form is forwarded to Punjab National Bank. Loan disbursal details are also updated
by the bank on e-Billing portal through web services only. List of subvention and
default details are also being shared through email only. Thus efforts have been done
to use papers at the minimum.

Shri Sunil Saran, Secretary Finance and Director General, Treasuries & Accounts
Department, Haryana, [email protected]

Shri Deepak Bansal, State Informatics Officer & Senior Technical Director,
National Informatics Centre, Haryana, [email protected]

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 Human Resource Management System (HRMS)
Finance Department, Government of West Bengal

H. K. Dwivedi and Pawan Kadyan

PROJECT OVERVIEW
Human Resource Management System (HRMS) is a web-based Application for better
Administration and Good Governance of the State Government integrating Human
Resources related activities as well as financial activities relating to human resources
of all the Departments, Offices, Treasuries / Pay & Accounts Offices (PAO), Local
Bodies and Drawing & Disbursing Officers (DDOs) and individual employees.

Scope & Key features

 Comprehensive coverage of all Employee service life cycle from Appointment
to Retirement
 Benefitting around 7 Lakh State Government Employees, Wage earners,
Higher Judiciary & Judicial Service Officers, All India Service Officers &
other stakeholders
 Better working environment, quality monitoring, supervision and management
of entire workforce
 Completely web-based
 Smart Decision Support System
 Central database of all Employee records with secured storage
 One employee, one Unique ID
 One Office, One Unique ID and One Post, One Unique ID
 Single sign on for all stakeholders
 Smart login facilities for Employees with SMS based OTP
 Real-time updates of all Employee service requests and Service Records
 Notifications and Alerts through SMS / email
 Inbuilt validations, checks and controls
 Fast, Secure, Reliable, Convenient and Transparent system.
 Highly Time & Cost efficient

Functional Coverage and Delivery Channels (Modules)

HRMS has following modules which are operational in Live environment:
 Pay Roll for Government and Grant-in-Aid Employees including following
sub-modules
o Preparation of bills relating to Salary
o 13th month pay
o Wages
o Bonus
o Arrears and
o Increment
 Stake Holder
 Leave
 Loans & Advances

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 TA/DA/LTC/TC
 E-Service for Employees (ESE)
Following sub modules are already deployed in live environment and under different
stages of implementation:
 Transfer of Employees
 Promotion
 Pay Fixation
 Manpower Planning, Recruitment and Confirmation
 Training
 Employee Exit Management
 Service Book
Following modules are under advanced stage of development
 Performance Appraisal
 Departmental Proceedings

Brief Description of various modules

Stakeholder Mapping Module
This is the most important and pivotal module of HRMS. The entire organizational
structure (Hierarchy) of the Government establishment setup can be created/ mapped
online from the Highest level of the Government to that of a field office at the
Block/Taluk /Thana level along with the specific functions that are to be performed
by different Authorities. All offices and employees have been mapped with their
Appointing /Cadre Controlling / Controlling Authorities according to the requirement
of the rules. This enables seamless process-flow amongst all the stakeholders at
different levels of organizational structure (Hierarchy) of the Government
establishment. The Stakeholder Module acts as the backbone for all other modules of
HRMS and responsibility/role delegation can be done (module-wise/cadre-wise)
easily through this module.

Leave Module
This module covers the entire Leave Management cycle from online application of
leave by an employee to that of disposal by the appropriate authority and auto-
updation of the leave records of the employee. An employee can get online status
updates of the leave application and her leave balance. This module handles 18
(eighteen) types of leaves allowed by the Service Rules of all categories of
employees. The system has inbuilt rule based validations enabling correct application
and speedy disposal through Smart Decision Support System.

Loans & Advances Module

The Loan & Advances Module enables online application of loan by an employee and
sanction by the appropriate authority along with auto-scheduling of loan recovery
through a speedy, error free and simple process. This enhances transparency in
sanction of loans & recoveries. An employee can get status of her loan application,
sanctioned amount, recovery and outstanding balance online. This module handles 8
(eight) types of loans & advances allowed in the Financial Rules. The inbuilt rule
based validations in the system enable error-free application and accurate
determination of admissibility of different types of Loans & Advances.

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TA/DA/LTC Module
The module enables online application for Official Tours/Travel Concessions by an
employee and sanction by the appropriate authority. It has enabled faster application
& its disposal. The module also cuts down repetitive entries and duplication of work
from application to payment from the concerned Treasury. An employee can get
status of her application, approved amount of Travelling Allowance / Concession /
Payment online.

e-Services for Employees Module

e-Services for Employees Module is an Employee interface through which she can
directly access the system with personal Unique ID. The employee can apply online
for personal benefits like Loan, Leave, TA/DA etc. and can access Employee-centric
Reports like Pay Slip, Salary Statement, IT Deductions, PF Deductions, Service
Book, Transfers/Promotions Orders, Loan/Leave/TA/DA Sanction Orders, etc. The
Finance Department, Government of West Bengal has applied for CSI-Nihilent
Award to share this best practice developed in the State of West Bengal which has
increased convenience in management of personnel matters of all employees by
providing online facility for application by individual employees, ease in retrieval of
personal records and disposal of all related matters by Government Authorities
through web-enabled Services.

It will also be an opportunity for us to share our achievements with other State
Governments/ Government of India so that the benefits reaped by the Government of
West Bengal may be a model for other Governments. By applying for this Award, the
Finance Department desires to assess the HRMS Project along with valuable
suggestions for further refinement and improvement of the Project. The feedback of
competent professional experts of CSI-Nihilent will be a guiding factor for us.

RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Pay Roll Beneficiaries 3.12 lakh 6.08 lakh 6.39 lakh
Stakeholders Mapped NIL 1.02 lakh 4.17 lakh
Leave NIL NIL 31,758
Loans & Advances NIL 20,503 12,013
Registration for e-Services for
NIL 10,170 2.21 lakh
Employees
e-Services Queries/Transactions NIL 21,100 26.34 lakh

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b. e-Services of 2016-17 through various delivery channels (% of volume)

On CSCs Departm Mobile Others including
line ent Gateway any Social
Web Counters SMS media
Mobile App
Pay Roll 100 - - - -
Stake Holder 100 - - - -
Leave 100 - - - -
Loans & Advances 100 - - - -

Description of e-Services
 Employees get their salaries, wages, reimbursements of personal claims, etc.
directly in their Bank Accounts.
 Employee can apply online through ‘E-Services for Employees’ (ESE) for
Loan, Leave, TA/DA, and Joining Report, etc. from their ESE logins. The
sanction of the Leave, Loan, etc. also can be accessed by an employee online
by entering into the system through ESE.
 The Status of the application can be tracked by the employee on real-time
basis. For Example: Employee can track on which date the leave application
was forwarded by his controlling officer to his leave sanctioning authority on
real time basis.
 The balance of leaves available to an employee, loan recovery schedule,
applicable and sanctioned Travelling Allowance are calculated automatically
in the System considering all Rule based validations inbuilt in the System.
 The employee-centric reports like Pay Slip, IT and PF Deduction Statement
can also be seen by using ESE.
 The Stakeholder Module provides a proper digitized organizational structure
of a Department from Top level to that of a field level office at the Block /
Taluk / Thana level.
 The Controlling Officers/Cadre Controlling Authorities log into the System to
find out which are the employees posted in which offices along with all related
employee information. Ex: Agriculture Department can find out sitting in the
headquarter the structure of all other Offices in Directorate / Regional /
District / Sub Divisions / Block level and the details of the employees posted
in that offices.
 The employees are tagged with sanctioned posts thus eliminating chance of
engagement in and disbursement of salary for any unsanctioned post.
 Transfer/Posting of employees can be handled by the system in bulk
considering certain criteria required for the post concerned. Transfers can be
more effective, logical and transparent.
 Pay fixation of an employee can be done through the system, thus minimizing
the chance of wrong fixation of pay and overdrawal of salary.
 Promotion of employees depending upon different criteria can be handled
from this System. The skill set, qualification and experience can be better
adjudged.

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 Training Need Analysis and nomination of employees for various trainings

can be done in a more organized manner. It also facilitates Training
Institutions in planning and conducting training more efficiently.
 A well designed MIS with standardized/customized reports at appropriate
levels enables the higher authorities to monitor and coordinate for better
disposal of service matters.
 Real-time Access to Service Book by an employee.

Implementation
Before implementation of HRMS, the Service Matters of all employees were handled
and processed in manual mode through official files, registers, etc. It was time
consuming, difficult to retrieve the applications and records and required personal
investment of time & effort from the concerned employees to obtain their dues. The
design and development of various modules of HRMS has enabled/compelled a no. of
Business Process Re-engineering (BPR) initiatives.
From completely paper based manual procedures, the entire process has been brought
on a web-based platform. Initially Pay Roll Module was rolled out followed by
Stakeholder mapping of all employees (3.2 lakhs) along with their posts with their
Controlling Officers, Head of Offices and other Sanctioning Authorities. Gradually
other Modules were deployed in a phased manner after completion of requisite
trainings of employees and users.

Implementation Coverage as on today

Types of employees covered

Type of Employees No. of employees

All India Services & State Government Employees 3,20,000
Wage earners 3,00,000
Grant-in-aid colleges teaching and non-teaching employees 15,000
Government College Teachers 3,000
State Judicial Services 1,000
Central Government Employees on deputation in West Bengal 340
Constitutional Posts other than High Court Judges 100
Higher Judiciary at Calcutta High Court 40
Total no. of Employees 6,39,480

No. of Departments covered

It has been implemented in all departments of Government of West Bengal (54 nos.)
namely

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 Legislative Assembly  Information & Cultural  Water Resources

Secretariat Affairs Investigation &
 Governor's Secretariat  Information Technology Development
 Council of Ministers & Electronics  Paschimanchal
 Agricultural Marketing  Irrigation & Waterways Unnayan Affairs
 Agriculture  Correctional  Self-Help Groups &
 Animal Resources Administration Self-Employment
Development  Judicial  Chief Minister's Office
 Backward Classes  Labour  North Bengal
Welfare  Law Development
 Cooperation  Minority Affairs &  Tribal Development
 Consumer Affairs Madrasah Education  Home and Hill Affairs
 Micro, Small &  Panchayats& Rural  Land & Land Reforms
Medium Enterprises Development and Refugee Relief &
and Textiles  Parliamentary Affairs Rehabilitation
 Mass Education  Personnel &  Higher Education,
Extension & Library Administrative Reforms Science & Technology
Services and e-Governance and Biotechnology
 School Education  Power & Non-  Planning, Statistics and
 Environment Conventional Energy Programme
 Finance Sources Monitoring
 Fire & Emergency  Public Health  Urban Development
Services Engineering and Municipal Affairs
 Fisheries  Youth Services and  52. Disaster
 Food & Supplies Sports Management and Civil
 Food Processing  Sunderban Affair Defence
Industries and  Technical Education,  Women & Child
Horticulture Training & Skill Development and
 Forests Development Social Welfare
 Health & Family  Tourism  Industries, Commerce
Welfare  Transport and Enterprises.
 Public Works
 Housing

No. of offices Covered

8520 Offices under control of all 54 Departments have been covered.
All Departments, Directorates, Regional Offices, District Level Offices, Sub-
divisional Offices, Division and Circle Offices, Block Level Offices have been
covered.

Geographical Coverage: It is operational throughout the State from the Secretariats

in State Capital to that of all other Offices up to Block level across the length and
breadth of the State. In case of Police Department this facility has been implemented
up to Police Station (Thana) level.

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New Services / Enhancements

1. e-Service for Employees – This is a new service provided to all employees by
which employees can log into the system using their user id and password and
can access Payslip, Loan Sanction Order/Leave Sanction Order/ Arrear Bills
Paid/Consolidated Yearly Salary Statement/ Balance of Leave accrued to the
employee/Balance of Loans accrued to the employee.
2. Unique ID No. - Each employee is identified by a ten digit system generated
ID No. which remains throughout the Service life of an employee from
Appointment to Retirement. Even after retirement, the unique ID will function
as a reference for the retired employee related queries.
3. Salary is directly paid to Bank Accounts of the Employees not only for
Government Employees but also for Teaching and Non-Teaching Staff of
Government Aided Colleges. These colleges previously used to draw budget
of more than one month in advance and park the entire budget allocation in the
bank account of the colleges, thus resulting in unnecessary pressure on the
State Exchequer.
4. The wages of wage earners and contractual labourers are also paid in time on
the stipulated date as that of Government employees into their bank account.
5. The inbuilt validation regarding rules relating to Leave/Loan and TA helps
accuracy, error free calculations making the process of sanction transparent.
6. OTP based intimation in the registered mobile no. of the employee relating to
passing of salary and other claims of employee has resulted in smart, efficient,
instant information sharing with the employee.
7. Complete system generated standardisation of documents like formats for
Application, Sanction, Indemnity Bond, Loan Recovery Schedules and online
availability of such documents in the ESE of an employee makes e-
Governance synonymous with easy Governance.
8. Digitisation of the organisational structure of all Departments of Governments
up to the Block/Police Station Level has allowed controlling authorities to
know by a click of the mouse the details of employees posted in all offices of
their Department in all the Districts.
9. Digitisation of the stakeholders’ hierarchy has provided a structured
information about an employee’s Controlling Officers, Cadre Controlling
Authorities, Appointing Authorities. All Authorities can digitally delegate
their functions as made permissible under rules.
10. Use of Digital Signatures Certificates for approvals. Aadhaar based e-signing
is also underway.

ENABLER INDICATORS
Government Process Re-engineering
Government Bureaucracy is driven on rules, anonymity, impersonality, and hierarchy.
These characteristics inherently also make it resistant to changes as well as resistant
to adapt to changes. Despite that, in HRMS, the Finance Department has been able to
successfully introduce sea changes in the functioning of Government in a holistic
manner. To mention a few:

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1. During pre-HRMS period, there were no clear cut guidelines regarding exact
interpretation of certain leave rules as envisaged in the West Bengal Service
Rules. For the sake of standardization, Finance Department issued several
standard clarification on the age old leave rules which itself can be an
important Business Process Re-engineering.
2. During pre-HRMS period, there were no leave rules for those employees who
are transferred from Non-Vacation Departments of Government to Vacation
Departments of Government. The HRMS has facilitated framing of a new rule
for those employees who are transferred to Vacation Departments from Non-
Vacation Departments.
3. In the pre-HRMS period, the Departments did not take any approval of the
Finance Department for engaging any employee on re-employment after
retirement; HRMS had prompted the Government to issue orders making it
mandatory for all re-employment cases to be approved by Finance Department
for drawal of salary.
4. The age old format of Service Books of Government employees are
undergoing change so as to suit present day requirements and to make it
compatible with the system.
5. The Performance Appraisal formats of employees were not standardized
during pre-HRMS period and it varied according to Department, Cadre, Group
of employee, etc. The Government is formulating a uniform format of
performance appraisal for all Cadres across all Departments.
6. Complete system generated standardisation of documents like formats for
Application, Sanction, Indemnity Bond, Loan Recovery Schedules and online
availability of such documents in the ESE of an employee makes e-
Governance synonymous with easy Governance.
7. The inclusion of Grant-in-Aid colleges into HRMS is a major achievement in
Business Process Re-engineering in the State:
 Previously the grant-in-aid colleges used to draw salary budget from
Government exchequer for a period of about six months in advance. This
salary grant was kept in the bank accounts of colleges resulting in loss to
Government exchequers. After implementation of HRMS the salary of
teaching and non-teaching staff of grant-in-aid colleges are directly
transferred into the bank account of employees monthly. Thus the loss to
Government exchequer due to unnecessary parking of huge fund in bank
account of colleges has been removed.
 The statutory deductions on account of Income Tax and Professional Tax
were not deducted and deposited promptly within the statutory deadlines in
the pre-implementation regime.
 Many of the grant-in-aid colleges did not have Provident Fund Deposit
Accounts and there was no control over the Provident Fund deductions
made from the employee’s salary. HRMS has made it mandatory for all
colleges to open Provident Fund Account in Government Treasuries thus
bringing the PF deposits of employees of these grant-in-aid colleges within
safe umbrella of Government.

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 Human Resource Management System (HRMS)

Capacity Building
Towards Capacity Building, initiatives have been taken to familiarise / train the
stakeholders on the use of the HRMS system at different levels e.g. e-Learning,
Refresher Trainings etc.
a. Master Training to Resource Persons,
b. Class Room Training to Users,
c. Hands on Training on dedicated Training Server,
d. Web Training,
e. CBT (Computer Based Tutorials),
f. User Manuals in both Bengali and English Language,
g. FAQs

Departments/ District Level

Types of trainees Total Trainees
Directorates Offices
Master Trainer 208 1,560 1,768
Additional Master
459 20,748 21,207
Trainers and facilitators
Total Trainees 667 22,308 22,975
There is a dedicated Nodal Officer for arranging training programme throughout the
year.

Grievance Redressal Mechanism

 HRMS Help Desk and Call Centre operational at SI level
 Online call logging (24 x 7) by all users
 Unique Call Incident Number (CIN) given to the call logger, which helps in
knowing the status of logged calls at any point of time
 MIS for monitoring call resolution by higher authorities
 Help Desk Facility for domain support at Finance Department
 Email/Mobile/On-Site Support available for special issues

Implementation methodology on knowledge sharing basis

 Each department has nominated a nodal officer for HRMS development,
implementation and training.
 A State level HRMS Committee was formed for design, development and
implementation under the chairmanship of Secretary, Finance Department.
 Nodal Officers make frequent interaction with the HRMS Team of Finance
Department for knowledge sharing during development as well as
implementation stage.
 Special Committees formed to standardise the formats of application forms,
Service Book and Appraisal formats of an employee.

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VALUE INDICATORS
Learnings for sharing
 It has been a huge task to train the entire Government’s human resources to
use and adapt to the HRMS. A dedicated HRMS Cell under Finance
Department is functioning to provide domain support to technical team and
train the master trainers.
 Business Process Re-engineering required a complete rethink and that was
better achieved as all functions are being performed by a single Department
assisted by inter-departmental committees constituted for specific purposes.
Regular push for and linkage of adoption of reform with salaries and other
benefits in some instances expedited the progress across different hierarchies
of Government.
 Delays may arise for lack of availability of information and guidelines. To
avert that, regular web-based interactive sessions have been carried out to train
and receive feedback from departmental users. All the guidelines, manuals,
GOs and presentations on HRMS are made publicly available on portal.
 Change is adopted faster if it appears easy to understand and implement.
Therefore, modules are being rolled out in a phased manner. Also, Sample
Feedback from individual employees and various staff functioning in
Government offices dealing with loans, leaves, establishment matters, etc. are
regularly sought for improving the user experience.
 Various other States have shown their interest to replicate HRMS developed in
West Bengal.

Digital Empowerment
 The Finance Department, through HRMS aims to digitally empower every
employee starting from the lowest rank to the highest rank irrespective of age
& seniority, type of work & responsibilities, geographical locations, etc.
 Since each employee is a direct stakeholder & beneficiary in HRMS, it has
motivated them to actively participate and adapt with the use and
implementation of various modules.
 This project makes employee matters transparent to appropriate authority to
make unbiased decision, supported by digital data present in the system. This
makes employees more confident on the judgement of competent authorities.
 Easy access to Employee-centric services and information online.

Green e-Governance
 Reduction in paperwork due to online application and approval process. Also
payslips, consolidated salary statements, etc. are not required to be printed
thus saving paper.
 Use of vehicles has reduced to a large extent that were earlier used to visit
different controlling offices for the purpose of pursuing applications for leave,
loan, promotion etc. or to know the status of the pending files.
 Similarly, visits to Treasuries have reduced because of direct bank transfer of
salary and other claims like loans, reimbursement of Travelling Allowance,
Medical re-imbursement, etc.

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 Human Resource Management System (HRMS)

 Huge files previously maintained in offices have been reduced to a great

extent thus saving work-space and improving work-environment.
 Employees, wage earners and other stakeholders used to save hard copies of
all sanctions, approvals during their service life which is no more required.

Shri H K Dwivedi, Principal Secretary, Finance Department, Howrah, West Bengal,

[email protected]

Shri Pawan Kadyan, Joint Secretary, Finance Department, Howrah, West Bengal,
[email protected]

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 Web Based Centralized Loan Accounting Management
System for Delhi Finance Corporation
Delhi Finance Corporation & National Informatics Centre (NIC), Ministry of
Electronics and Information Technology (MeitY), New Delhi

Chander Mohan, Inder Pal Singh Sethi and Ashutosh Prasad Maurya

PROJECT OVERVIEW
This project is about development and implementation of web based online Loan
accounting Management system for Delhi Financial Corporation (DFC) which
provide financial loan for the business purposed. The application is developed by
National Informatics Centre (NIC) teams and hosted at National Data Centre New
Delhi in Software as a Service model. This application is running with live data from
01 April 2016. The same software application can also be replicated for other state
financial corporations which are under operation across country.

The objective of this project was to develop a centralized web based loan accosting
software (like core Banking) with MIS(Management Information System) facility for
the need and business operation of State level Financial corporation and their
branches which are running across state at different locations. At present there is no
any major private player with ICT (information Communication Technology)
solution for this state level financial corporation.

The Scope of this project was development of centralized online system with
implementation for branches at New Delhi and Chandigarh with uniform business
operations and same day operations. The another major activity in this project was
digitization of available data and further migration into a new system with multiple
checkpoints, capacity building in terms of training to the corporation officials / staffs
for smooth operations with helpdesk support. This application consists of features
like KYC (Know Your Customer) management, Loan Accounting, EMI (Equal
Monthly Installment) generation Legal action, NPA (Non-Performing Asset)
management, Bank account management, Loan process, Asset classification,
Cash/transfer/clearing transactions, MIS, User and role Management, Default/
overdue status, Penalties, Ledger, Interest calculation and its application in accounts,
periodic financial closing, Customer management, Cheque Management etc. At
present this application is under business operation for day to day activities at Delhi
Financial Corporation. DFC is getting benefited from this application in terms of:
1. Ease of operation and centralized monitoring
2. Uniform and standard business operation across all branches (different
locations)
3. Less effort and skill set required for ICT activities
4. Centralized, multiple format integrated MIS report for quick & appropriate
decisions
5. High accuracy of business with enhancement in efficiency of manpower
6. Possibility to integrate with other Scheme/e-Governance project in future.

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 Web Based Centralized Loan Accounting Management System for Delhi Finance Corporation

Reason for Nomination

1. In India there are multiple State Financial Corporations across India with
multiple branches which provide financial support for business operations. At
present most of the corporation are struggling with automation of business
operation through ICT use. For timely and accurate decision centralized MIS
is required with integrated information. The business need of these
corporations is very specific with limited target set of customer.
2. Since these corporations are at state level and distributed across multiple
branches / districts, hence there is need of online core banking type of
application to handle loan accounting in integrated manner. It is very difficult
and tedious to manage data centre/ centralized hosting at Corporation level to
operate centralized online loan accounting software.
3. NIC with their expertise to handle multiple e-governance projects, data centre
and centralized banking with loan management system has developed and
implemented this project for Delhi Financial Corporation as Software as a
Service (SaaS) model. The same can also be replicated cross the country for
another state corporation with required modification in SaaS model.
4. Different business units (Project, Banking, Accounts, Legal, MIS etc.)of the
corporation get integrated through this application which directly and
indirectly providing benefit to the corporation. Management are able to get
real time information like Balances, NPA status, Asset classification,
associated Bank Balances, legal status of loan, application of penalties on
borrower, KYC data etc. for better and quick decision making.
5. This is low cost application without any effort over ICT infrastructure at
hosting/deployment issues. The other major benefit to the corporation are
uniform business operations across all branches/business units with quick,
flexible an integrated MIS reports.
6. The same application can also be replicated and used for automation of loan
accounting business of other state financial corporation across the country
with less customization.

RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
No. of Transaction (Cash+Bank) 23800 (Approx)
No. of Cheque Transaction (Bank) 13400 (Approx)
Amount disbursed through system 2.51 Cr. (Approx)
Amount received through system 2.75 Cr. (Approx)

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Description of e-Services
By implementation of this project, the major of the services provided to DFC as G2B
(Govt. to Business i.e. Accounting for Loan business) and G2C (Govt. to Customer
i.e. updates and online facilities to individual customer for loan account monitoring).
The services of this project include:
1. Loan Application and Fee collection
2. Loan sanction and disbursement
3. Cash / Bank cheque receipt
4. Detailed multi-format MIS reports
5. Accounting of Loan account Transactions
6. Accounting of Commercial Bank accounts of DFC
7. Centralized monitoring and operations
8. Provision for SMS alert facility on each transaction
9. Default calculation and application of related penalties
10. Asset Classification
11. KYC (Know Your Customer) Management
12. NPA monitoring and Legal action modules
13. Ability to integrate with other Govt./e-Governance application
14. Provision for generation of data for CIBIL
15. Computerized run time generation of account statement for customer
16. Integration of Business operations, financial accounting and MIS generations
at DFC
17. Future plan for internet based or Mobile app based loan account monitoring
by customer.

Implementation
This project is for automation of loan accounting transaction system for day to day
operations like core Banking solution. Except deposit business, all loan activities of
DFC accounting are same like banking operations. In addition to normal banking
business, DFC is maintaining commercial Bank accounts for their operations and
their accounting and adjustment have been incorporated in this software application.
Other transactional features like periodic interest calculation their application within
account, penalty calculation, EMI generation and their re-scheduling, NPA
management, Legal action making/unmarking, appropriation of asset, KYC
monitoring etc are well maintained through this software for the DFC business
operations.
The Benefits of this NIC software application for DFC is as below:
1. Ease of operation
2. Centralized monitoring & control
3. Centralized & real time MIS/Report
4. Browser based application, no need for extra client side installation
5. Transparent operation
6. Unicode compliance for support of other local language
7. Standardized book keeping system
8. Inter location / branch transactions
9. Minimum use of Information Technology skills at local / branch level

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 Web Based Centralized Loan Accounting Management System for Delhi Finance Corporation

10. Enhancement of operational efficiency of bank staffs

11. Ability to timely completion of regulatory compliances
12. Integration with other Government application, as required.
13. Reduced investment
14. Improvement in processes
15. Increased Computer knowledge staff efficiency
16. Real picture of business scenario through NPA/Asset/loan details

Implementation Coverage as on today

The head office of Delhi financial corporation is situation at New Delhi. DFC has two
business units i.e. branches which are situated at New Delhi and Chandigarh. NIC
web based loan accounting application is implemented for both these location
including of Head office. Both the branches of DFC are working in integrate way
with head office and their operations can be monitored by management at head office.
During implementation, data is collected, checked and migrated from both branches
in the same cut-off date i.e. 31.03.2016 and since 01.04.2016 these are running on
this software application. Initially the outputs of previous manual and old software
outputs are compared with establishment of accuracy of new software. With span of
time during implementation, as per need multiple changes has been suggested and
incorporated along with new MIS reports. The annual financial closing activity for
the financial year 2016-17 has been completed through this software.

The implementation of this project is classified in three phases:

1. Software development and testing
2. Training and ICT resource availability
3. Data collection, checking and migration
4. Operations of software with real transactions and support

New Services / Enhancements

These are the services which are planned for the software application enhancement in
future:
1. SMS integration for each transactions in customer account
2. CIBIL data availability for credit rating
3. Mobile app development for monitoring of self loan account by the customer
4. Graphical MIS reports for quick decisions
5. Data Analysis – as pre DFC requirement
6. Inter-branch (across location) transaction among DFC business units.

ENABLER INDICATORS
Process Re-engineering
Delhi Financial Corporation is a State financial Corporation which provides industrial
loans to citizens/customer. Before acceptance of NIC web based loan accounting
software, DFC has evaluated multiple ICT based solution from the industry for their
use. Out of them DFC has found NIC solution to be much appropriate in terms of
specific use/feature, hosting and implementation. Since start DFC has the

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 Digital Empowerment - A cornerstone for eGovernance

understating about the required need of process re-engineering with respect to

data/operations management.
Process re-engineering includes:
1. Use of existing NIC infrastructure resources for DFC to provide Software as a
Service (SaaS).
2. Uniformity of business operation and parameters like schemes/General
Ledger etc. across all branches of DFC
3. Standardized approach to adopt common accounting including maintenance of
Balances of associated commercial Bank for day to day transaction.
4. Application of Data Governance concept for data handling
5. Exclusion of ambiguous day to day process
6. Real time monitoring of critical factors NPA Marking, Legal action, Asset
classification etc. for suitable action
7. Changes in process for Loan fee and loan application through individual as
well as Company/firm with detailed KYC details.
8. Adaptation of Maker-checker concept among users
9. Timely monitoring and reconciliation of commercial Bank transactions and
their adjustment within the loan account.
10. Classification of DFC users/officials as per the responsibilities &
corresponding role allocation.

Challenges faced in implementing Process changes

Like other e-Governance project, this Online Loan Accounting software project also
requires integrated involvement of basic factors like People, Process and Technology.
People are the end users/Management/Customer of Delhi Financial Corporations. The
process part concentrates toward method to regulate, monitor and adopt required
changes in operational as well as technical level. Technology part involved use of
latest Information Technology with up gradation and challenges to keep updated
considering fast changes and other aspects like security, version change etc.
During conceptualization, development & implementation of this project NIC has
faced the following challenges:
1. Integration of manual captured customer as well as old/pre-existing software
financial / loan data of DFC
2. Estimation of scalability and expansion in terms of volume and operations
3. Completeness & consistency of data digitization
4. Uniformity in terms of business operations and parameters across all locations
of business heads/sub-units
5. Availability of external resources like power/electricity, Network connectivity
6. Capacity building among DFC users to adopt new technologies & process
7. Integration of advanced services with external vendors/other government
departments
8. Cope up with rapidly changing business scenarios and related requirements of
credit business operations.
9. implementation and awareness of information security aspect among end users
10. Search, develop and maintain knowledge pool and related expert manpower.

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 Web Based Centralized Loan Accounting Management System for Delhi Finance Corporation

The Lessons learnt from the Process re-engineering exercise

During development and implementation of this project following learning came out:
1. For any such type of financial accounting project, major emphasis should be
give on data correctness & completeness.
2. It is very important to keep the end user updated about the right method of
utilization of software at field level through capacity building program by
involvement of all level relevant authorities.
3. Current as well as future in depth requirement understanding of all level users
and operational business units.
4. Business unit officials require minimizing the operational time with high level
of accuracy and enhancing of efficiency by concentrating toward other needful
actions.
5. Need for active involvement of both technical as well as functional level man-
powers at Business unit management and implementation agency.
6. Need for appropriate capacity building programs by involvement of users of
all levels and frequent training / awareness program.
7. Need of mindset to accept change process as well as capability to incorporate
new suggested operational process if applicable

Change Management and Capacity Building

 Leadership support for capacity building, visibility of actions with current

status
Leadership support from following levels:
1. NIC – HQ / Data Centre
2. NIC – State (New Delhi)
3. DFC Management
4. Hired Consultants from DFC
 Change management and Capacity building strategy defined and status thereof
Change Management / Capacity building in terms of trainings
1. Training to Trainers about application Manuals
2. Training by trainers to end level application users / data entry operators
3. Regular periodic meetings to get the feedback and improvements
4. Sessions/guidelines to data workers
5. Demonstration and testing of application with users

 Project management & Monitoring adopted

1. NIC- Head Office (NIC officials + Domain consultant + Hired technical)
2. NIC – Delhi (NIC official for project monitoring)
3. DFC (Management – for Domain decisions & operational issues)
4. DFC-Business unit users (DFC officials and data feeding operators for
support)
 Financial model

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 Digital Empowerment - A cornerstone for eGovernance

This project is an initiative of joint effort by DFC and NIC on request by DFC. The
DFC is being charged as per requirement during imple-mentation phase for local
customization and roll out support. For operations of this project the major part of the
cost are associated with business requirement gathering, application/software
development, Data Centre activities, deployment/hosting, Data Capture with check
and migration, operational changes and hand holding as well as helpdesk support etc.
Out of these costs, NIC is not charging cost related to Data Centre, DR
Site/Information Security, system software, deployment etc. The initial cost is
inclusive of support for 3 years from date of transactions in system along with
incorporation of required changes including new MIS reports and small business
modules.
 Challenges faced in Change Management and Capacity building are
1. Person dependencies
2. Language (Hindi/English)
3. Impact of local staff/persons
4. Priority as per local requirements
5. Knowledge of basic computer operational knowledge
6. Documentation process
7. Selection of suitable manpower as master trainer
8. Enforcement of ICT related responsibilities
9. Keeping updated about new features and modules among users
 The Lessons learnt from Change Management and Capacity building are:
1. Prioritize local issues
2. Use of pre-existing templates provides better result
3. Hand-on ready printed materials impact positively
4. Need of selection of right candidate for training for trainers
5. Need of consistent up gradation & refreshment of operational guidelines by
trainings/sessions
6. Awareness about importance of key factors results better
7. Need of business process uniformity before adoption of such projects
8. Local trainers results better
9. Integration of implementer and end users creates good impact
10. Regular interaction and training programs results better.

Technology
Technological solution adopted
This NIC project is hosted on
Microsoft-Technology.
Technical Details are as under:

 Operating System
: MS- Server 2008
 Data Base
: SQL Server 2012
 Development Platform : MS .Net Framework

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 Web Server : IIS

 Application Hosting : at NIC Data Centre
 Application Flow : As below

Security and confidentiality standards

NIC – DFC loan accounting system is web based application hosted at NIC-Data
Centre. With respect to Information security measures concern, at multiple layers
information security has been handled. For example, the URL for operational
application is available through SSL Certificate, OWASP issue handling etc. The
application is deployed in n-tier architecture and the whole application of
programmed by use of stored procedures with internal authentication process. The
credentials of the applications are stored in encrypted form. NIC - Data Centre is
taking care of all required information security measures. The NIC application has
provision for IP-based (IP- Internet Protocol) login system. There is provision for
audit trails of all user activities across application and at last this application is
compliance with security audited by NIC Security Audit team as per CERT-IN
guidelines

Technology related challenges faced: Major technological challenges faced are

1. Availability of consistent network connectivity
2. Complete & correct data digitization
3. Integration of operations of multiple business units
4. Parameterized application to cope up with rapid changing requirement
5. Estimation and handling of data / transaction volume
6. Setup up of disaster (off-location) recovery site
7. Facility for Integration of other e-Governance projects
8. Information Security and credential encryption
9. Integration with SMS gateways
10. Handle concurrent large number of transaction if required in future
11. Provision to generate fast, complex and multi-format MIS reports with
accuracy
12. Provision for monitoring of running business through higher management
13. Management of ICT resources in fast changing environment

The Lessons learnt from Technology choices and implementation strategy adopted
1. For any such type of financial accounting project, major emphasis should be
give on data correctness & completeness.
2. It is very important to keep the end user updated about the right method of
utilization of software at field level through capacity building program by
involvement management level authorities.
3. In depth requirement understanding of current as well as future from all level
operational unit with information flow.
4. Need for active involvement of both technical as well as functional level man-
powers at DFC management and implementation agency.
5. Need for appropriate capacity building programs by involvement of users of
all levels and frequent training / awareness program.

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6. Need of mindset to accept change process as well as capability to incorporate

new suggested operational process if applicable.
7. Phase wise implementation strategy will be the better option

VALUE INDICATORS
Learnings for sharing
During development and implementation of this online accounting software fro Delhi
Financial Corporation following learning came out:
1. For any such type of financial accounting project, major emphasis should be
give on data correctness & completeness. If the legacy information is in
manual/paper format, then data digitization work should be started in very
initial phase of project with appropriate check, accuracy and planning.
2. It is very important to keep the end user updated about the right method of
utilization of software at operational level through regular capacity building
program by involvement of different authorities.
3. In-depth understanding of business requirement should be documented and
vetted with information flow diagrams. The business requirement process
should consist of current as well as future requirement by involving of all level
of operational users.
4. Operational users / officials of Corporation are able to minimize the
operational time with high level of accuracy and enhance of efficiency by
concentrating toward other needful actions.
5. There is need for active involvement of both technical as well as functional
level man-powers since start of the project till its implementation.
6. Need of mindset to accept change process as well as capability to incorporate
new suggested operational process through process re-engineering activities, if
applicable.
7. Phase wise implementation strategy will be the better option rather than single
step implementation. Step by Step process helps to rectify the observed error.
8. Basic consistent ICT resource availability should be ensured before start of
data entry work through new system. There should be regular monitoring
required for well functioning of ICT resources.
9. The critical decision of such ICT projects like data cut-off date, parallel run
period, data confirmation process etc. should be made in joint effort with
technology provider, implementer, consultant and user department considering
the readiness of department in terms of data and other resources.
10. There should be joint team consisting of official from ICT provider as well as
user department who will monitor and steer the project in right direction in pre
decided time frame.

Digital Empowerment
Manual data from Delhi Financial Corporation branches get digitized and migrated to
new online application software for uniform and standardized operations. The
digitized data are classified into three types i.e. Master Data, Customer data and
Balances data. DFC was also maintaining stand alone Oracle database bases loan

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management system. The data extraction from this old system and integration with
digitized data also has been getting completed. This NIC web based loan accounting
application is developed with Unicode support for further implementation /
replication in another regional language required state. Al manual activities of DFC
business operations have been digitized through this new application. Capacity
building activities have been involved through discussions and multiple training
sessions with demonstrations as well as hands on work. As a result of that all
staffs/manpower of DFC are digitally empowered to operate this online software.
Through this NIC web based ICT solution DFC gets digitally empowered in terms of
readiness for next new avenues of e-Governance action, integration, sharing of
information, capacity building, enhanced manpower efficiencies, enhanced business
performance etc.

Shri Chander Mohan, DM(IT), Delhi Financial Corporation. A Government of

Delhi undertaking, [email protected].

Shri Inder Pal Singh Sethi, Senior Technical Director, National Informatics Centre
(NIC), Ministry of Electronics and Information Technology (MeitY), New Delhi,
[email protected]

Shri Ashutosh Prasad Maurya, Scientist - D, Finance NIC, MEITY, New Delhi,
[email protected]

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 All India Services Portal
General Administration Department, Government of Telangana &
Centre for Good Governance

Adhar Sinha, Rajendra Nimje and V Jyothi

PROJECT OVERVIEW
The project was initiated in August 2016 and the portal services are being utilized by
Telangana State Indian Administrative Officers. Presently, this Portal captures the
entire workflow of IAS Officers Services. Implementation of GAD AIS Portal is
envisaged to enhance the internal efficiency of concerned Sections of the GAD. Role
Based access is provided for all the services. System generates all kinds of Dash
boards and MIS for monitoring purpose. MIS and Dashboards provides instantaneous
information for decision making to know the Leave and Incharge allotment status of
officers. GAD has conceptualized many Applications.

S.No Deployed Applications

1  Leave Management System
o Casual Leave
o Optional Holidays
o Earned Leave
o Public Holiday Permission
o Official Permissions
2 ID Cards Request
3 Processing Module
 Updation of Officer Transfers
 Communication Module
SMS, Mail alerts, Latest News & Downloads
4 Web based Visitor Management System

a. Leave Management System

All the IAS Officers can Apply or Cancel leave through GAD AIS Portal. The
details of all the leave applications are captured and the process of accepting and
rejecting is done through workflow in online based on the defined criteria, after
Chief Secretary approves the request it will forward to the Principal Secretary
(Poll) for in-charge allotment and the application will be forwarded to the
Section Officer for circulating the orders.
Pay Accounts Office
Pay Accounts Office has the facility to enter available credit of Earned Leave,
Half Pay Leave, Maternity Leave, Paternity Leave and Child Care leave .
Present scope is limited to Earned Leave and other Leave Modules are under
Development. They will keep the track record of Earned Leave, Half Pay
Leave, Maternity Leave, Paternity Leave and Child Care leave.
b. ID Cards
Applicant can request in online for Permanent ID Card/Post wise ID Card as per
the designation. Approval Flow is captured in the system.

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 All India Service Portal

c. Processing Module
Special-A will update the Officer Transfer details which all the updated
information will be reflected in the Dash Board Reports.

Communication Module
 SMS: Principal Secretary (Political), Additional Secretary, Assistant
Secretary and Section Officer can send SMS for faster communication.
 Email: Once the Orders are generated (GO/Memo) by Special-A and
District Administration Officers those order will hit to the applicant and
Incharge mail box.
 Latest News: Special-A will update the latest news with attaching
documents and specific time period to scroll. The latest News will scroll in
the logins and be visible once the user logged.
 Downloads : Principal Secretary (Political), Additional Secretary,
Assistant Secretary and Special-A are having provision for upload the
documents which the system have no size limit to send to the Individual
and group logins.
d. Web based Visitor Management System
 Entry of New / Existing Visitors
 Generate Pass
 Daily Visitor Passes
 Temporary Passes (Three Months) with built in Work Flow for the
concerned officers
 Print / Reprint of Pass
 Pass Check Out
Objectives
I. To ensures transparency and authenticity of information
II. To reduce the process time drastically for approvals made at various levels.
III. Creation of Officers Database
IV. To Apply/Sanction/Cancel/Reject of Leave Process in Online
V. Order Generation and Circulation of Orders at all levels
VI. Facilitate Record keeping and maintaining of bulky records
VII. Transparency in monitoring for all the bottom levels
VIII. Issue of Visitor Passes
IX. MIS report
This application has the new interventions & technology and has potential to rollout
other AIS Officers. System facilitates the IAS Officers from effortless tracking of
leaves, eliminating tedious hours of manual work and bulky records. Centre for Good
Governance decided to nominate this project for better visibility of online services of
Telangana IAS Officers and all the stake holders.
The initial discussions were held with the Principal Secretary (Political), General
Administration Department. Pilot is done and presently deployed for IAS officers.
New initiatives like, Integration with GOIR, NOC, Property Returns, Medical
Reimbursement, Guest House for Retired IAS Officers etc. will in-corporate.

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 Digital Empowerment - A cornerstone for eGovernance

RESULTS INDICATOR
Benefits
 Anywhere access. 24X7 access to system improved service delivery and
workflow based services facilitates realtime MIS.
 It allows for smart planning. Internal efficiency of staff has improved to a
great extent.
 Hassle Free Leave approval and reduction in drudgery kind of work. It
eliminates tedious hours of manual work and bulky records, effortless
tracking.
 Transparency in Order Generation (Memo) & Order Generation (GO).
Employee can download any relevant office documents from their work place
uploaded by General Administration Department (Spl-A).
 This application acts as a single window to access services details of
employee.
 Speediness in communication with district officers

Description of e-Services
Leave Applicant
S.No Master Service Services Description
Latest News & Home page will gives the
Officers Dashboard general overview of the
1 Home Page
Portal with the Master
Information
Apply Leave
Applicant can Applies leaves,
2 Services Cancel the leaves and raise
Cancel Leave
the ID Card request
ID Card Request
Officer Leave Report
Employee Transfer All the reports will be
Report available to the applicant with
3 Reports
updating the application
ID Card Request status
Report
Change Password It contains the Change
4 General Feedback Form Password and Feedback
Report
User Manual User Manuals and other
5 Downloads Downloads List documents uploaded by
GA(Spl-A)D

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 All India Service Portal

Leave Approver (Collector/Chief Secretary)

Master
S.No Services Description
Service
Home page will gives the
1 Home Page Latest News & general overview of the Portal
Officers Dashboard with the Master Information
Approve Leave
Approver will Approve leave
2 Services Cancel Leave Approve and Reject the request on
administration grounds

Officer Leave Report

Employee Details
Report
Department Wise
Report
Officer Wise leave
Report
Date wise leave report
Leave Statement
All the reports will be available
Employee Transfer
3 Reports with updating the leave
Report
application status
Officer Retirement
Report
Feedback report
Leave utilization
Report
Photo & Signature
Report
ID Card Request
Report
Change Password It contains the Change
4 General
Feedback Form Password and Feedback Report
Add Contact
Add Group This Communication Service is
Single SMS used for sending SMS with
5 SMS
single ot multiple SMS at a
Group SMS time.
View History
User Manual User Manuals and other
6 Downloads Downloads List documents uploaded by
GA(Spl-A)D

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Incharge Allotment (Principal Secretary (Poll))

S.No Master Service Services Description
Latest News & Officers Home page will gives the
Dashboard general overview of the
1 Home Page
Portal with the Master
Information
Approve Leave
Incharge allotment will be
2 Services Cancel Leave Approve done once application is
Regenerate Orders approved
Officer Leave Report
Employee Details Report
Department Wise Report
Officer Wise leave Report

Date wise leave report

Leave Statement All the reports will be
3 Reports Employee Transfer available with updating the
Report leave application status

Officer Retirement Report

Feedback report
Leave utilization Report
Photo & Signature Report
ID Card Request Report
Change Password It contains the Change
4 General Feedback Form Password and Feedback
Report
Add Contact
Add Group This Communication
Single SMS Service is used for sending
5 SMS
SMS with single ot
Group SMS multiple SMS at a time.
View History
Document Upload Entry If any instructions needs to
submit to single or
multiple Officers the
applicant will upload the
6 Downloads concern document and
send
User Manual User Manuals and other
Downloads List documents uploaded by
GA(Spl-A)D

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 All India Service Portal

GA (SPL-A) D [Special-A section will generate the orders]

S.No Master Service Services Description
1 Home Page Latest News & Officers Home page will gives
Dashboard the general overview of
the Portal with the
Master Information
2 Services New Employee GA(SPl-A)D is the
Registration Administrator for GAD
AIS Portal
Employee Edit Form
Leave Balance Entry
Offline Leave Entry
Leave Order Generation
Leave Format Confirm
Officer Transfer
Latest News Entry Form
AO Contact Details
3 Reports Officer Leave Report All the reports will be
Employee Details Report available with updating
the leave application
Department Wise Report status
Officer Wise leave Report
Date wise leave report
Leave Statement
Employee Transfer Report
Officer Retirement Report
Feedback report
Leave utilization Report
Photo & Signature Report
ID Card Request Report
4 General Change Password It contains the Change
Feedback Form Password and Feedback
Report
5 SMS Add Contact This Communication
Add Group Service is used for
sending SMS with
Single SMS
single or multiple SMS
Group SMS at a time.
View History

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 Digital Empowerment - A cornerstone for eGovernance

6 Downloads Document Upload Entry If any orders needs to

circulate to single or
multiple officers the
applicant will upload the
concern document and
send
Usermanual Usermanuals and other
Downloads List documents uploaded by
GA(Spl-A)D

Access of information – Web application available to all officers

(https://tsgad.ais.cgg.gov.in/)
User-friendliness of the system - All interfaces are readable with label names
Speediness (in service delivery) – Available to public in few clicks & dynamic
updation of dashboard
Accountability & Transparency - Designed to address the strengthening and
streamlining of the internal activities, ease the monitoring and review, eliminate the
redundant processes.
Responsiveness- A fast, responsive interface designed extremely easy and enjoyable
to use for every user.
Benefits of the solution implemented
 Dashboard – Quick decision making
 Repository of GA (Spl-A) D information i.e. Leaves, FAC, Posting Details,
Transfer Details etc.
 Average time is reduced to 2-3 working days for District Officers
 Average time is reduced to 1-2 working days for Department Officers
 Achieve paperless application in view of computerization
Implementation
a. Implementation Coverage is across the Telangana state
 Secretariat Department Officers (137)
 Head of Department Officers (95)
 District Officers(49)
 Chief Secretary to Govt.,
 Principal Secretary to Govt.(Poll)
 Additional Secretary, GAD
 Assistant Secretary, GAD
 Section Officer(Special-A)
 Pay and Accounts office
 CGG Team (6)

b. News Services / Enhancements

All the services requested by the client have been incorporated in the system. New
enhancements will be taken up when requirement arises.

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 All India Service Portal

Sl.No Under Development Applications

1  Leave Management System
o Half Pay Leave
o Maternity Leave
o Paternity Leave
o Child Care leave
o Study Leave
2 Medical Reimbursement for Retired IAS Officers
3 Guest House
4 Office Automation for OP-III
5 Attendance for GAD Internal Staff
6 File Management System
7 Dignitaries Database
8 Schedule of trainings, issuing of NOC and Invitation of meetings

ENABLER INDICATORS
Process Reengineering & Change requests
Reorganizing and modifying existing software systems to make them more
maintainable to suit to every Financial Year. The system is revamped in the FY 2016-
17 and process is re-documented and software is also modified. New interventions are
incorporated on a regular basis. Modular design approach and reengineering is in
place in OBMMS. This re-engineering process involves source code translation,
reverse engineering, program structure improvement, program modularisation and
data re-engineering. Re-engineering involves adding effort to make them easier to
maintain and re-organize data structures.

Project Tracking and Control

 Progress Reviews conducted with the members of CGG and General
Administration Department.
 Adherence to processes, by facilitating regular internal and external audits of
all process followed in project delivery.
 To extend the technical and implementation support, implementation
dedicated support team is set up with a team of professionals consisting of
Project manager, Project Leaders, Project Associate, Team Leader etc.
 In addition, a help desk, to resolve through designated Helpline number (040–
23450111 Ext-2465) is established to address the queries of the officers. The
help desk is manned by a team, well versed with the envisaged functioning of
the portal which works from Monday through Saturday, excluding public
Holidays during the business hours i.e. 10.30 a.m. to 5.00 p.m.
 Structured walkthroughs of deliverables conducted with both GA Department
representative and the CGG Team to ensure high content quality and removal
of defects. In all Phases, Assessments will be conducted with the help of
Quality Control Analyst for quality assurance verification.

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Training, Capacity Building & Help Desk

Training was given to all the processing officers and Demonstrations were
arranged to all users on the services of web application. The user interfaces
of the application are made very simple and self explanatory. User
instructions manuals are also provided in the application itself for reference.
Also, online support is being provided by CGG team and the users from all
the districts across the state approach the team on email and get the issues (if
any) rectified.
Lessons Learnt in the process & Best practices adopted sustenance plan for
continuity
Lessons learnt in the process
Participation and inclusion of all the stake holders in the system is the key
success factor to reduce the cycle time
Best Practices
 Helpdesk Facility - All call issues related to new features and issues are
addressed on the same day
 Involving Stakeholders - Identifying Process Improvements to incorporate
new features and technologies by Involving all the stake holders
 Conducting Trainings & Workshops on new features on regular basis
 Systematic SMS Alerts – To Alert on pendency and to achieve the progress
as per the action Plan to provide hassle free service to the beneficiary

VALUE INDICATORS
 Employee Services
 Real time Monitoring of Leaves
 Reducing Cycle Time
 Reduce Drudgery & tedious processes

Challenges and opportunities & Key Learnings

 SMS / Email alerts for urgent communication with the users of the system
 Integrated portal gives exact approach to the Government for preparing
action Plans for the successive Financial Years
 Paperless office and time saving
 Real time monitoring across the GAD Secretariat
 Revamping, Re-engineering made the system for smooth maintenance
 Modular design achieved incorporation of new initiatives
 Paperless office and time saving

Mr Adhar Sinha, IAS, General Administration Department (GAD), Govt. of

Telangana. [email protected]

Mr Rajendra Nimje, IAS (Retd.), Director General, Centre for Good Governance,
Hyderabad. [email protected]

Ms V Jyothi, Project Manager, CGG, Hyderabad. [email protected]

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 Cabinet Resolutions Monitoring System
General Administration Department (GAD), Government of Telangana &
Centre for Good Governance, Hyderabad

Adhar Sinha, Rajendra Nimje and Maadhavi Sriram

Project Overview
The Cabinet section of General Administration Department (GAD) deals with the
subject of conducting meetings of Council of Ministers, constitution of Group of
Ministers on various issues of public importance, etc. Conducting cabinet meetings
and monitoring Cabinet resolution is one of the main activities of the cabinet section.
Pre-cabinet and Post cabinet activities involves lot of communication with the
departments and the follow up on the implementation of cabinet resolutions is very
essential for appraising to the Hon’ble CM and other Ministers, as they reflect the
progress of the several important decisions taken during the cabinet meetings.

Principal Secretary to Government (Political), Telangana Secretariat proposed to

develop an efficient tracking system to support quick and timely decision making on
the resolutions passed and also to strengthen the internal functioning of the cabinet
section.

Accordingly, “Cabinet Resolutions Monitoring System(CRMS)” is developed. All

departments in the State become the stakeholders of this system. CRMS is a web
based application and can be accessed from anywhere. The system has services
pertaining to Pre-cabinet as well as Post-cabinet activities that are carried out by
Cabinet section of GAD, Secretariat. It helps eliminate tedious hours of manual work
and maintenance of bulky records and enables effortless tracking of concern cabinet
meetings with subject and implementation status of the cabinet resolutions by the
departments.

The system is a databank of the cabinet resolutions passed from the year 2014. The
process of generation of draft proceedings, pink sheets after the cabinet meetings
happens at a faster pace due to the data availability in the online system. It enables all
the departments to view / download previous agenda’s. GAD is facilitated with
service to send remainders to the department’s /Secretaries for updating the progress
of implementation periodically. Communication between the GAD and the
departments for monitoring the progress of cabinet resolutions has become more
effective.

The project was initiated in Oct, 2016. The initial discussions were held with the Prl.
Secretary, GAD and a detailed requirement study was made in Cabinet section of GA
department for understanding the manual process and identifies the automation
requirements.

The cabinet meetings are scheduled with a short notice and it is very difficult task for
cabinet section to consolidate issues raised by different departments for placing for

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the discussion in the cabinet meeting. The cabinet section finds it very difficult to
maintain the record of all the files processed by different departments manually for
the approval of memos. The follow-up with the departments on progress of
implementation of the resolutions passed in the cabinet meetings is also very time
consuming and takes lot of effort by the cabinet section. The generation of the draft
proceedings and final resolutions immediately after the meeting does not happen and
there is a delay in communication with the departments.

A monitoring System is developed addressing all the issues in the manual system.
The processes involved in pre-cabinet& post cabinet activities are automized to the
extent possible to fasten the generation of information to be placed in the cabinet
meetings. Also, a repository of Cabinet resolutions right from June’2014, i.e from
formation of Telangana State is built in the system.

RESULTS INDICATOR
 Repository of meeting wise, department wise cabinet resolutions
 Facilitates officers to monitor the cabinet resolution status.
 Speediness in communication with the departments
 Reduces user time &cost spent for access of information
 Complete transparency in the process of cabinet resolutions
The following are the details (Results) are published on system with statistics as
on date:
S No Resolutions/Status Count
1 Cabinet Resolutions 600
2 Departments Implementation status 150

Key Performance
Following are our key result indicators and their respective performance against plan-
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
GAD Cabinet section 18 21 26
Departments 3 4 6

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs Department Mobile Others
Web Counters Gateway including any
SMS Social media
Mobile App
Meeting Notices 25 - - - -
Department 32
- - - -
Replies

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 Cabinet Resolutions Monitoring System

The above mentioned services are delivered during cabinet meetings and
implementation status follows up.

Description of e-Services
The services are developed for internal automation of GAD, Cabinet section and
secretariat departments.

Brief Description on IT Services:

Memorandum Entry: This service gives provision to capture the details of all the
memorandums and draft resolutions received from the departments. The details
captured through this service will create the repository of the memorandums.

Memorandum Short listing: This service gives provision to prepare the list of items
for submission to the Chief Minister for short listing of the items for cabinet meeting.

U.O note Generation: This service gives provision to generate U.O notes to the
departments whose items are shortlisted for the cabinet meeting. Templates will be
provided for quick preparation and communication. Provision will also be given to
communicate the meeting notice and meeting agenda through SMS and email.

Update Approval Status: This service gives provision to update the items approved
and deferred by the Hon’ble Chief Minister for the next cabinet meeting.

Proceedings preparation: This service gives provision to prepare proceedings for

obtaining the approval of the Hon’ble Chief Minister. Templates will be provided to
ease the generation of proceedings.

Final resolutions preparation: This service gives provision to prepare the final
resolutions by editing the draft resolutions submitted by the departments. Templates
will be provided to ease the preparation of Final resolutions.

Progress Tracking: This service gives provision to update the department-wise

targets for implementation of the resolutions passed by the cabinet. Cabinet section
will also be given provision to send reminders to departments for implementation of
the decisions made in the cabinet.

Update progress: This service enables the departments to update the status of the
implementation of the cabinet resolutions passed.

Reports: The MIS reports and Analysis reports will be provided for review and
monitoring of the decisions taken in the cabinet meetings. Details of the reports
generated through this system are mentioned hereunder:

Dashboard: Dashboard will be designed for the reviewing authorities such as Chief
Secretary and Secretary (Political). The summary information such as Number of

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 Digital Empowerment - A cornerstone for eGovernance

resolutions department-wise, cabinet meeting-wise, Year-wise etc. will be provided in

the dashboard.

Reports: MIS reports with details of the information of resolutions department-wise,

cabinet meeting-wise, Year-wise etc. can be generated

Prior to the Implementation

Before implementation of the Web portal, there was a practice of receiving cabinet
resolutions through the manual process from the departments. Department officials
have to visit & submit the resolution file in the cabinet section. Also, if any
report/document needed to department officials the concerned officer has to visit and
collect required reports /documents from cabinet section. With the implementation of
web application, the above process is being completed in short span of time, which
results in time saving for the department officials. Also ease of maintaining required
documents draft copies and pink sheets.

Access of information - Web application available to department officials

(http://www.tscabinet.cgg.gov.in)
User-friendliness of the system - All interfaces are readable with label names
Speediness (in service delivery) – Available to public in few clicks & dynamic
updation of dashboard
Accountability & Transparency - Designed to address the strengthening and
streamlining of the internal activities, ease the monitoring and review, eliminate the
redundant processes.
Responsiveness - A fast, responsive interface designed extremely easy and enjoyable
to use for every user.

Benefits of the solution implemented

 Dashboard – Quick decision making
 Repository of cabinet information i.e. cabinet meeting wise agenda items, draft
proceedings, pink sheets and department remainders.
 Facilitates departments to monitor the cabinet meeting wise resolutions
 Average time is reduced to 1-2 working days for all departments
 Achieve paperless cabinet meeting in view of computerization

Implementation
Cabinet Resolutions Monitoring System (CRMS) has been implemented for
monitoring the resolutions made during the cabinet meetings and to ensure effective
and timely implementation of the cabinet resolutions.
The implementation of this system will result in the following benefits:
 Digital repository of the cabinet resolutions
 Efficient progress tracking of implementation of the cabinet resolutions
 Effective Compilation of the memorandums & draft resolutions received by
the cabinet section
 Better coordination with the departments using in-built tool for
communication
 Dashboard and reports for efficient monitoring and quick decision making

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 Cabinet Resolutions Monitoring System

Implementation Coverage as on today

 Officials of GA Department (20)
 Secretariat Departments (33)
 CGG Project officials (10)

New Services / Enhancements

All the services requested by the client have been incorporated in the system. New
enhancements will be taken up when requirement arises.

ENABLER INDICATORS
Project Management Approach
CGG has a dedicated e-Governance division with almost 150 experienced software
professionals working on developing new applications for the departments of all State
Governments and the Union Government. In order to deliver quality e-Governance
solutions/products and to strengthen the application development process, CGG
adopted industry standard process improvement model CMMI for the software
development. Our key areas of expertise in e-Governance include Government-
Process-Reengineering, software development, deployment and maintenance. CGG
understands that the success or failure of the proposed engagement will be
determined, to a large degree, by the effectiveness of the Project Management and
Control processes. We believe that an effective process is one that can recognize
problem areas and forecast possible areas of concern. Successful and timely
corrective action plans depend upon the early recognition of these signals.

CGGs’ Project Management Approach has been designed to cover eight vital areas of
project management:
 Expectation Management: Defines and sets key expectations and level of
authorities within CGG and GA Department.
 Quality Management: Defines key quality management measurements and
processes during project lifecycle.
 Project Planning and Control: Defines practices to manage project costs,
schedules and deliverables throughout the project lifecycle.
 Risk Management: Defines practices to quantify potential risks, prepare risk
mitigation plans and raise early warnings, as required.
 Scope Management: Defines practices to manage change (addition, reduction
and modification of the functionality) by establishing key decision making
criteria and striking a balance between functionality to deliver, project
schedule and costs.
 Inter-Group Coordination: Defines practices to facilitate inter-group
cooperation to leverage the entire strength of both GA Department and CGG,
including support teams for project resources, standard practices, training and
development, and technical assistance.
 Technology Audits: Defines practices to establish, follow and control
technology aspects, i.e. development and deployment environment, tools used,
system architecture etc. This facilitates a high-level of on-going performance,

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scalability, extendibility and maintainability through regularly scheduled

audits.
 Process Audits: Defines practices to establish, follow and control the quality
aspects through regularly scheduled process audits.

Project Tracking and Control

 Progress Reviews conducted with the members of CGG and General
Administration Department.
 Adherence to processes, by facilitating regular internal and external audits of
all process followed in project delivery.
 In the event a problem is encountered within the implementation of the
project, the issue will be reported in an Issue/Resolution Log. This log will
consist of the description of the problem, the date the problem was reported,
the person who reported the problem, the name of the person responsible for
overseeing the resolution of the problem, a detailed plan to overcome the issue
including the resolution and resolution date.
 Structured walkthroughs of deliverables conducted with both GA Department
representative and the CGG Team to ensure high content quality and removal
of defects. In all Phases, Assessments will be conducted with the help of
Quality Control Analyst for quality assurance verification.
 Stage Exits conducted with GA Department representatives to review the
deliverables in the stage, and to address issues and revise the project plan.

Status Reporting
In addition to all formally scheduled meetings, informal meetings will occur
throughout the entire project on an as-needed basis;
The Project Manager updated the status report on a monthly basis to update the CGG
and General Administration department Team about recent completions,
accomplishments, and efforts expended.

Each Stage concluded with a formal checkpoint called In Stage exit. When a stage
has been successfully “exited," this will indicate that all the deliverables due to date
have been completed and all outstanding issues have been addressed. However if
there are any unresolved issues that does not hinder the present stage or the
commencement of next stage, the project may be proceeded with the consent of both
parties mutually agreeing to resolve the issue with in a stipulated time frame.

Further, each Stage of implementation included an In- stage Assessment conducted

by a CGG Quality Assurance Consultant to verify that all draft and final deliverables
due to date have been completed, all outstanding issues have acceptable action plans,
and there is a sound plan for the remainder of the project. The checkpoint process
will consist of a meeting of CGG key personnel and designated General
Administration department representatives to present and review the completed
objectives. The project’s designated approvers and any affected functional areas
involved in the project must provide a written position of conformance / non-
conformance at each Stage checkpoint.

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Capacity Building
To manage large scale application and to manage Complexities of new environment
to users CGG will conduct 2 days hands on residential training to GAD employees.
To promote any change in the process of existing mechanism and thereby developing
required capabilities through workshops & trainings
 Prepare training calendar in consultation with all the identified stakeholders
 Address all issues related to migration by creating FAQs
 Launch an awareness campaign for the stakeholders for spreading awareness
 Identification of Roles & Responsibilities
 Training needs Analysis
 Training Content Development
 Training Program Design & Implementation
 Feedback collection, Evaluation of Training and Training Analysis

VALUE INDICATORS
Learnings for sharing
This project will be a good case study for adopting in other state cabinets. The web
application as well as the services developed for all usage in cabinet, GA Department
and secretariat departments are developed using open source technologies and the
cost of replication is also very less.

Digital Empowerment
All the cabinet related data such as cabinet initiated file, agenda, draft proceedings
and resolutions, pink sheets are digitized. Also, the information is communicated to
the departments for timely submission of implementation status through email and
SMS or through online application. The departments also have a online provision to
submit the status from departments to cabinet, GA department. The meeting
intimations to the departments and ministers are generated from system and
communicated through bulk email facility provided in the system.

Green e-Governance
The main objective of Cabinet Resolutions Monitoring system is to become paper
less cabinet. The project implementation has reduced lot of paper usage. The paper
communication of the details of resolutions, draft & final proceedings, etc. is now
communicated to the departments as well as Ministers through email and online
application.

Shri Adhar Sinha, IAS Principal Secretary to Government (Political), General

Administration Department (GAD), Government of Telangana,

Shri Rajendra Nimje, Director General, Centre for Good Governance, Hyderabad,
[email protected]

Smt Maadhavi Sriram, Senior Project Manager, Centre for Good Governance,
Hyderabad , [email protected]

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 CM Dashboard
Department of Information Technology and Communication,
Government of Rajasthan

Akhil Arora, Rajeev Gujral and Ravi Dusethi

Project Overview
Dashboard application for honourable Chief Minister, Government of Rajasthan is a
Unique Analytical dashboard for Hon’ble Chief Minister and other top-level officers
of Govt. of Rajasthan for effective monitoring of various departments/ projects/
schemes which help them monitor key projects/ schemes/ departments of the state
without having need to manually request data for them. It informs with a glance and
combines high performance and ease of use to let anybody get data-driven answers to
their deeper questions. It also provides new opportunities for discovering new
insights hidden in data.

Great visualizations not only help understand more about data, they offer faster, more
meaningful answers, and even inspire others to ask and answer new questions.

48 departments have already been on boarded and more are being added.

It provides detailed analysis based on Timeline, Regions, GIS, Tabular and other
relevant KPIs. It is integrated with Rajasthan Single Sign-On for protected and secure
access.

Objectives
• Developed In-house and built on Analytical Platform (Tableau)
• Includes a separate widget/ view for every department/ flagship project of the
state (48 departments/projects added so far)
• Interactive and responsive
• Provides details analysis based on Timeline, Regions, GIS, Tabular and other
relevant KPIs.
• Provides Visualization download as PDF, Image or Summary Data for sharing

Key Features
• Automated rating mechanism (based on departments application disposal rate)
• Platform independent i.e. accessible on Desktop/ Laptop/ Tablets
• Supported by Tablet version mApp for anywhere/ anytime access.
• 100% LIVE Data directly from the respective applications database and no
secondary-entry.
• Integrated with Rajasthan Single Sign-On for protected/ secure access.

Description of e-Services
• Automated rating mechanism (based on departments application disposal rate)
• Platform independent i.e. accessible on Desktop/ Laptop/ Tablets
• Supported by Tablet version mApp for anywhere/ anytime access.
• 100% LIVE Data directly from the respective applications database and no
secondary-entry.

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• Integrated with Rajasthan Single Sign-On for protected/ secure access.

• The CM Dashboard of Rajasthan is the first and only CM Dashboard with
integrated applications
• 100% real-time fetching of data from live applications
• No mechanism of secondary entry exists
• All data is pulled and analyzed from applications directly
• Only CM Dashboard with the facility of Predictive Analysis, Media Analysis,
Social Analysis, Multi-lingual analytics etc.
• Provides detail analysis based on Timeline, Regions, GIS, Tabular and other
relevant KPIs.
• Provides Visualization download as PDF, Image or Summary Data for sharing

Implementation
As the project is meant for secure monitoring only, it is not open to the public. The
project is monitored and response/feedback is taken from the users, with a facility to
rate and evaluate individual projects, schemes, and departments. The monthly review
is done, and organizations/projects are rated on the basis of their respective
performance. Any organization with a rating below 3 has automatic escalation
mechanism for detailed review and monitoring.
Not accessible to the common man but Hon’ble CM and CMO only.
Effective monitoring of various departments/ projects/ schemes
Provides detail analysis based on Timeline, Regions, GIS, Tabular and other
relevant KPIs
100% LIVE Data directly from the respective applications database and no
secondary-entry
100% real-time fetching of data from live applications
Platform independent i.e. accessible on Desktop/ Laptop/ Tablets
Integrated with Rajasthan Single Sign-On for protected/ secure access

Enablers Indicators
Government Process Re-engineering
There are more than 200 projects which are running across Rajasthan in order to
serve the residents in the best possible way. CM Dashboard App came into the picture
so that honourable Chief Minister and the top-level Officers can keep a close watch
on the implementation of these projects and schemes. CM Dashboard was launched
with the vision of performing detailed analysis based on Timeline, Regions, GIS,
Tabular and other relevant KPIs. The Dashboard is integrated with Rajasthan Single
Sign-On for protected and secure access.

The Government of Rajasthan always quests towards streamlining its projects to

ensure ease to all stakeholders - fellow departments as well as residents and other
users. For the same, the department has implemented e-governance in CM Dashboard
as the frequency of this process is very high, to the tune of several lacs per year, and
is increasing day by day. By integrating information technology, the project has
enhanced operational efficiency in administration and service delivery. Along with
this, re-engineering of this process has also implemented a transparent module which

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enables complete accountability to the residents as well as department stakeholders,

standing true on all the key elements of good governance.

Capacity Building
Since the task of CM Dashboard is to ensure effective implementation of various
projects and schemes, it works on Automated Rating Mechanism and is platform
independent. The dashboard can be accessed via desktop, laptop, and even tablets and
it helps in accessing completely LIVE data which is fetched from the respective
applications database. The size of the Hadoop cluster has been built to 2 Peta Bytes,
which is huge and which ensures that any amount of data large or small can be
crawled and examined without fail.

Rajasthan has implemented an integrated scheme of capacity building and as per a

policy decision, it has been decided that every project will have a specific component
of IEC as well as capacity & capability building. It was ensured under the concept of
“Suraaj” that is good governance, that every e-governance initiative is first
implemented at the village level, that is called the Last Mile, but Rajasthan
considered it to be the First Mile. As the Chief Minister believes reaching the key
beneficiaries first, which are at the village level. The project is then implemented at
Gram Panchayat level and subsequently to districts covering the complete state. The
project’s capacity building plan is enhanced every six months and is validated
through internal evaluation, dipstick surveys as well as external third party checks, to
ensure whether the capacity, capability, and IEC activities have been enough or not.
Also, the implementation done by the government is properly utilised by the
beneficiaries or not.

Change Management in terms of Leadership Support

To enhance the effectiveness of the App development, maintenance and recording of
system & administration are handled by an in-house deployed team with more than
100 members. Mandatory security audits are performed by internal as well as external
resources quarterly. Rajasthan has been very specific about ensuring that Change
management is done for every single initiative and it is dully recognised that people
and stakeholders are made equal participants in the project. Which means any
stakeholder who is having an impact or is impacted by the project is enjoined upon on
the journey of final decision making with regard to implementation of the project.
External and internal experts are hired for the process of change management to be
hand in hand with the technological implementation of every project.

Technology including Social Media

• User accessibility: Application is responsive i.e. can be used on Desktop/
Laptop/ Tablets and is cross-platform supported (Windows/ Linux/ Mac).
• Transparency: Every dashboard is visible to end-user in real-time.
• Single-window: Truly a single window system with one stop access to real-time
data of various departments, projects and schemes.
• Ease of navigation: web application is 100% responsive with comfortable
navigation.

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• Impact on service response time: Effective & real-time monitoring.

• No. of visits required for accomplishing the task before and after automation:
NA
• Communication: application supports in-built Email notifications/ alerts to the
end-users at various thresholds.
• Tracking/ Auditing: In-built auditing feature (Tableau Server).

For every project implemented by the state, the Government of Rajasthan has always
guaranteed to have the best of the class infrastructure and advanced technologies to
be made available. Rajasthan has the biggest Big Data Cluster in the country, as well
as the biggest cluster for IBM pure app solutions and Oracle, echo data, making the
state a Tier Three data centre of the country. We have more than 4000 servers
running out of the State data centre with the total capacity of 7 petabytes over which
the entire set of applications and storages run. It is ensured that for every project the
best set of technology is obtained for implementation of a project, wherein the
Department of IT and Communications or an external Technical committee decides
upon what technology is going to be used. It is a mandatory state policy to get any
project more than Rs. 25 lac to be approved by the State E-governance mission team
head by Principal Secretary of IT Department.

Rajasthan happens to be the most progressive state in the field of Social Media. Our
Hon’ble Chief Minister Smt. Vasundhara Raje is the most followed Chief Minister on
Facebook and Twitter with the following of more than 80 lacs. For every IEC,
Change Management and Skill Building, social media is considered as an important
platform as print or electronic media by the government. Due to social media’s reach
till the last mile, it is judiciously used for promotion of the scheme, as well as to
enhance user experience.

Value Indicators
Learnings for sharing
 Developed In-house and built on Analytical Platform (Tableau)
 Includes a separate widget/ view for every department/ flagship project of
the state (48 departments added so far)
 Interactive and responsive
 It informs with a glance and combines high performance and ease of use to
let anybody get data-driven answers to their deeper questions
 It provides new opportunities for discovering new insights hidden in data.
 It establishes one source of truth for different departments, projects &
schemes and institutes enterprise data governance strategy driving to
strategic decision making.
 Provides detail analysis based on Timeline, Regions, GIS, Social Media,
Tabular and other relevant KPIs
 It serves the need of various stakeholders/ roles in government
 Ability to filter and drill down into specific information
 Provides Visualization download as PDF, Image or Summary Data for
sharing

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 Automated rating mechanism (based on departments application disposal

rate)
 Platform independent i.e. accessible on Desktop/ Laptop/ Tablets
 Supported by Tablet version mApp for anywhere/ anytime access
 100% LIVE Data directly from the respective applications database and no
secondary-entry
 Integrated with Rajasthan Single Sign On for protected/ secure access

Digital Empowerment
Financial Inclusion is a key enabler to economic, social and transaction security of a
country, thereby driving inclusive growth. It is for this reason that financial inclusion
has been one of the key priorities for Government of Rajasthan. Rajasthan has always
used innovative technology as an effective tool to expand financial inclusion, through
various initiatives like Direct benefits Transfer, Mobile banking, Aadhaar enabled
banking accounts, e-KYCs and many more. The government always ensure that every
single project is bi-lingual in nature. Mandatory guidelines from Hon’ble Chief
Minister and Chief Secretary of the state are that every application platform and
front-end portal should be in Hindi as well as in English. Rajasthan has seven
divisions and each division has its specialised portal and sectorial application aligned
with the demographic and cultural aspect of that specific area.

Green e-Governance
Green e-Governance (power and paper consumption, disposal of e-Waste) –
Eliminates paper based reports.

Rajasthan State Date Centre is a 100% green data centre. The upcoming data centre in
the state is going to be a Tier 4 data centre in the state and the only Tier 4 data centre
in the country which is owned, operated and controlled by the government.

Government of Rajasthan judiciously follows every policy of Green IT, along with
this, the state also has its own Green IT policy which is followed by all departments
and outsourced sectors religiously. All environment-friendly practices with respect to
creation, use, and disposal of ICT gadgets and infrastructures are followed. It
eliminates paper based reports. The Rajasthan Green IT policy has been prevalent
since the year 2007 and was revised in the year 2015.

Shri Akhil Arora, Principal Secretary, Dept of Information Technology and

Communication Secretary. [email protected].

Shri Rajeev Gujral, Sr. Project Offices, [email protected].

Shri Ravi Dusethi, Sr. Developer, Dept. of Information Technology &

Communication, Govt of Rajasthan.

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 Meghalaya Employee Information System (MeghEIS)
National Informatics Centre, Meghalaya

Benos Lyngskor and Timothy Dkhar

Project Overview
To computerise the Employee Database, NIC Meghalaya has taken up the project
Meghalaya Employee Information System (MeghEIS). As per the recommendation of
the 13th Finance Commission, the State Government took the initiatives and
entrusted NIC Meghalaya to design and build a comprehensive Database for the
employee across the state which includes personal information, salary details,
information relating to transfer & posting, promotions, family details etc for all Govt.
employees, semi-government employees, ad-dhoc staff, temporary/contractual
employees, etc.

Employee database is a record of the legacy data of a government employee using

data storage technology (Database) to store or add new record (s) or modifying an
existing one which can be retrieved easily and maintained effectively. The core
elements required for building up of this database are bio-data of the employee,
appointment details, family details and most importantly, the salary details. The
prerequisites for the MeghEIS are the basic (legacy) and pay data as per details
recorded in the Service Book/Roll which is authenticated by the DDO. Database
contains information like new appointment/transfer, changes in emoluments or
entitlements or promotions, increments, suspension, leave etc. In case of DB (Defined
benefit) pensioners, the information contained in the Pension Payment Order (PPO)
shall form the core data whereas for DC (Define contribution) employees, the
information furnished for allotment of Permanent Pension Account No (PPAN) and
Permanent Retirement Account Number (PRAN) shall be taken as the core data.

System Architecture
MeghEIS (Meghalaya Employees Information System) is a Role-Based and it follows
the Maker-Checker concept, the different types or roles available in the application
are:
Master Data Controller: This role is assigned to the Directorate of Accounts and
Treasuries, Government of Meghalaya. All the initialization of the master data such
as initialization of New DDO, Services, Cadre, Designation, Pay Scales and so on are
being done by this role.
Assistant Login: This role mainly initializes the employee’s personal detail, salary
details, loan details, leave details, posting details and so on. Login in this role, the
assistant can assigned Pay Rules to each and every employee’s and finally prepares
the monthly salary bills. Apart from the above this role and perform other
miscellaneous data entry.
DDO Login: This role validates all entries (data) made by the assistant user and either
approve or reject the entries.
Employee: An employee can login into the application and checks for his/her latest
payslip.

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RESULT INDICATORS
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
No of Employees onboard 38058 21196 12028
Bills generated 53671 63960 68716
GPF subscribers Mobile apps - 47006
Data sharing (Payees details) - - 328499

b e-Services of 2016-17 through various delivery channels

Online Mobile Gateway
Registration of Govt. Employees 71282 -
Generation of Salary Bills 186347 -
e-GPF - 47006

Description of e-Services
The system has been designed and implemented using centralized database
architecture and implemented in de-centralized mode where the Treasuries and Sub-
Treasuries can access and process on the data on a secured government network. The
system was designed using open source technology with PHP as the front-end
interface and PostgreSQL as the back-end database. Apache is the application server
used for hosting the web pages. Basically the system has a number of modules and
sub-modules.
Basic/Primary Data
 This module is to be used for entering DDO Profile (Schemes operated by DDO
for Salary and Subordinate Offices under his/her control), number of sanction
Posts, Employees Basic details, Leaves, Loans, Transfers/Promotions, Pay
Fixation, Increments and monthly Changes/Updates.
 It also captured the Establishment data is used for calculating/automating the
Salaries;
 Capture all the details of the DDO such as Main Office, Sub-Ordinate Office,
Salary - Scheme Code, Sanction Post (Permanent and Temporary), Employee
details, Loan Details, Leave Details
Change information
The change information submitted by the DDO such as Promotion, Transfer,
Deployment, LPC, Release of Annual Increment, Pay Fixation are to be update on
monthly basis by all implementing treasuries and sub-treasuries.
Reports
Different type of reports can be designed and printed from the system like Payslip,
Salary statement, List of employees due for Superannuation, annual increment and so
on.

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 Meghalaya Employee Information System (MeghEIS)

Pay Rules
Different type of rules incorporated in the System and these rules governs the system
work-flow. The System has also been so designed that it can be configured as per the
requirement of the users.
 Pay Items: All the Dues and Deductions are pre defined in the system.
 Pay Item are classified into Computational and Non-Computational
 Computational: Any Pay Items which are based on some Pre calculated
Formulas, eg. DA, FTA, NPS deduction and so on.
 Non Computational: Other Pay Items not defined by and formula, eg. GPF
Contribution,
Bank Details
The System has been designed so that the salaries get credited directly into the bank
account of the employee; hence it needs to capture the correct bank account of each
and every Employee.
Benefits for different stakeholders:
DDO: Digitalisation of Service Details, employee's information such as
transfer/posting/leave/loans/bank accounts readily available, demography details such
as sanction post sub-ordinate office details readily available. Electronic pay bill
generation and uniform bill forms and schedules across the state.
Employees: Login credentials are provided to all employees for view data and
generating pay slip and PF statements.
Budget Controlling Authority: Admin department can generate various MIS for
monitoring salary expenditure of current/past years and salary projection/forecast for
future.
Appointing Authority: Able to track the employees details across the state within
his/her control, various MIS available for administrative decision making.
Treasury: Treasury user can seamlessly pull the bank information and pay order of
the bills processed by the DDO. All payee details are available against the bill
eliminating redundant work and acquiring accurate bank information between two
systems for making online payment from the treasury thru SBI-CMP.
Finance Department: Information readily available for salary projection and
forecasting.
State Government: Bringing uniformity for all DDO/Department across the state for
HRMS process and procedure

Implementation
The following activities have been taken up for deployment and implementation.
 A number of Workshops and sensitization programs were conducted through out
the state for various Offices.
 A number of seating and discussion were held to design and standardise the data
collection form.
 Data Collection forms have been finalized and distributed to each and every
state government employees.
 Computer hardware (viz. Servers, UPS, Desktops PCs, High end Printers etc)
have been procured and installed at respective locations i.e. at the Treasuries and
Sub-Treasuries.

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 Design and Development of the application software was completed and hosted
at the State Data Centre where all District Treasuries and Sub-Treasuries in
Meghalaya can access it from within the government network.
 Initialization of the Master Data Controller (MDC/Reference Data) for various
sites has been completed.
 Project Officer, Assistant Project Officers and number of DEOs (Data Entry
Operators) were recruited from the market to help the State Government in data
entry and manage the project on site. Proper trainings were imparted to them
both in Acts and Rules as well as in the operationalisation of the system.
 Initiated the Data entry process of Personal details, Loan and Salary details of
all Government Employees.
 Generation and printing of Pay-bills for number of Offices in the state has been
initiated.
 The system is rolled out throughout the state through the Treasuries.
 At present 1000+ offices and salaries more than the 58000 Government
employees are generated from this application.

a. Implementation Coverage as on today

As on date the system has been implemented throughout the state of Meghalaya
and in most of the Government offices and organizations.

Sl No State Details Total

1 Total Districts 11
2 Total Treasuries 16
3 Total DDO 1113
4 Total Employees 57100

Sl Total Total Salary %

District Treasury Pending
No DDO Employees Generated Covered
East Garo
1 Hills Williamnagar 67 3777 3459 318 92%
East Khasi Shillong
2 Hills District 187 14954 14584 370 98%
East Khasi
3 Hills Sohra 36 552 536 16 97%
East Khasi Shillong
4 Hills South 81 8076 7576 500 94%
West Jaintia
5 Hills Jowai 116 5483 5291 192 96%
West Jaintia
6 Hills Amlarem 19 449 445 4 99%
Ri-Bhoi
7 District Nongpoh 94 2979 2900 79 97%
South Garo
8 Hills Baghmara 56 2122 1998 124 94%

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 Meghalaya Employee Information System (MeghEIS)

Sl Total Total Salary %

District Treasury Pending
No DDO Employees Generated Covered
West Garo
9 Hills Tura District 149 7831 7381 450 94%
West Garo
10 Hills Dadengiri 30 1136 1049 87 92%
West Khasi
11 Hills Nongstoin 74 3706 3605 101 97%
North Garo
13 Hills Resubelpara 46 1781 1723 58 97%
East Jaintia
14 Hills Khliehriat 41 1130 1112 18 98%
South West
15 Khasi Hills Mawkyrwat 46 961 955 6 99%
South West
16 Garo Hills Ampati 41 1508 1485 23 98%
TOTAL 1113 57100 54750 2350 96%

b. New Services / Enhancements

Scope for enhancement of the application includes the computerisation of the e-
Service Book where the service record of the Government Employee can be
digitized and store in the electronic format. Appropriate interfaces will be created
where the e-Service book data can be shared with the Office of the Accountant
General for initiating the process for payment of the Pension and other retirement
benefits.

ENABLER INDICATORS
Process Reengineering
i) Back end office :
a. Nodal Treasury: It deals with all process of payment of salary after
making the necessary changes in the pay-data received from various
offices under the control of the Treasury Officer. Changes information like
pay increment, changes in GPF data, Joining date in case of leave salary,
suspension, revoke of Suspension, new deductions, etc.
b. Salary payment is auto generated and payment details/ pay slip is printed
for office record and audit purpose.
c. Mobile apps are available where the employee can view and get his/her
pay slip in their smart phone.
d. Web services have been developed where salary data can be shared with
other applications like TreasuryNET, New Pension Schemes, AG etc.
e. User interface is developed for the AG user to download and consumed the
GPF data.
f. Treasury rules have been amended to accommodate the changes
ii) Front end office:
a. Treasuries/Sub Treasuries are responsible for capturing of DDO’s Profile,
and Main offices and subordinate offices. They are also responsible in

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capturing the employee’s profile, Basic data, Loan Data, Leave

information and other details.
b. The Nodal Treasury is responsible for printing the pay bills, advice list –
Scheme-wise. Salary bills are segregated into two categories i.e. Gazetted
Officers and Non-Gazetted Officers. The electronic data written into a CD
is sent the bank and other media. Recently we have tested the system
where the pay data (in encrypted format) is uploaded directly by the
Treasuries into the SBI Portal using the Cash Management Product. Using
this feature the salary is credited directly into the bank account of the
employee.
c. Computer hardware (viz. Servers, UPS, Desktops PCs, High end Printers
etc) have been procured and installed at respective locations i.e. at the
Treasuries and Sub-Treasuries.
d. Design and Development of the application software was completed and
hosted at the State Data Centre where all District Treasuries and Sub-
Treasuries in Meghalaya can access it from within the government
network.
e. Initialization of the Master Data Controller (MDC/Reference Data) for
various sites has been completed.

Capacity Building and training

Intensive capacity building and training was imparted the Treasury Staff and
Contractual DEOs which have been appointed for the smooth implementation of the
project. About 100 contractual DEOs have been appointed initially to help the
Treasuries in data entry and create the electronic profile of all the Govt. employees
including the Office Profile. Subsequently once the data becomes correct and system
is stabilised, the number of DEOs was reduced. Apart from DEO, 7 Asst. Project
Officers (APOs) and one Project Office was recruited to supervise the overall
implementation of the project. A number of workshops were conducted throughout
the state to sensitise the Govt. Officials about the important of this project and that
the data furnish by them are in correct format. A number of seating and discussion
were held to design and standardize the data collection form.

Change Management
 Various Change Managements were introduced prior to the implementation of
the system. DDOs have been relieved from the task prepare and generate the
salaries of their Offices. The task has been centralized to the Treasuries to
prepare and print the monthly salaries. Data Collection forms have been
designed, redesigned and finalized so that it captures all the parameters and
distributed to each and every state government employees.
 Treasury Rules have been amended to necessitate and suit the implementation of
the information System.
 New Forms and reports have been designed and implemented as per the format
of new software which are more user friendly and offer more flexibility.
 Treasury staff has been trained to examine the information submitted by the
employee.
 Cadre is defined as per the Revision of Pay wherever appropriate.

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 Standardization of the list of allowances payable the employee.

 Standardization of the list of deductions which is deductible from the
employee’s salary.

Challenges faced and sustenance plan for continuity

The state government has tried its level best to put in place a robust infrastructure to
help accelerate the implementation of e-Governance procedures and to get them
operational. Today, a number of e-Services have been launched to bring the
government services to the door step of the people. Significant efforts have gone into
e-enablement of these services and creation of a digital service delivery infrastructure
that enables access of these services in the remotest corner of the state. But despite
the best efforts, some lacunas remain which keeps state lower index in compare to
other states in the Mainland India. The reasons for this are mainly the low literacy
levels, low per capita income and insufficient infrastructure as also Capacity
Building. The following are the challenges face in implementing the project :-
 Connectivity issue,
 Power problem,
 Irregular vendor support,
 Geographical terrain,
 Man machine interface,
 Low computer literacy of staff,
 All Employees had to open bank account.
 Inconsistencies of the data received from departments
 Mismatching of Sanction post against number of employee
 Data cleanup
 Too many irrelevant pay rules

VALUE INDICATORS
Learning for sharing
Pre Deployment Scenario
Before the implementation of the project some Government Departments have taken
up the computerisation of their payroll using stand alone client-server based system.
The System works fine but it lack uniformity in terms of salary data and reports as
different departments define their own pay-rule and submitted the paybill in their own
format. There is no mechanism to check for the number of Employees against the
availability of Sanction-post. The Government is not in position to check the actual
number of employees as there is no system to check. In most of the offices especially
at the District level where there is no computerisation, the salary is prepared manually
which is a very tedious and time consuming process. All the computations are manual
and most of the time there are errors in the amount payable to the employee.
Correction of such errors is also very tedious and troublesome and the employees are
at the receiving end. Sometimes due to late submission of the pay bills at the treasuries,
the employees do not get their salaries in time.

Post – Deployment Scenario

With the implementation of this e-Gov project, the method of processing and payment
of salaries to the Government employees has been streamlined. The State Government

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is able to built the Employee Data where the basic and primary data of each and ever
employee are captured and stored in the an organised structure. All the forms relating
to salary preparation are standardize. The government is able to apply uniform pay
rules and pay calculations to all departments. This e-Governance project provides an
effective tool for the Government to check the actual number of employees who are
appointed by various appointing authority against a sanction post. There is no delay in
payment of salaries to the employee- in fact with the introduction of this System the
employee are able to draw their salary by the first working day of the month.

Digital Empowerment
The State Government employees are able derived several benefits from the system
implemented. As part of the Government of India campaign to go cash less and use
Digital payment, the system is able to bring about changes the way Government pays
the salaries to its employees. The monthly salary is credited directly the employee’s
bank account on the first working day of the month. The mobile apps enable the
employee to arm with a tool to check his pay-slip in his mobile phone the moment the
salary is credited into his bank account.

The Government on the other hand is

 able to built the Employee Database where the basic and primary data of each
and ever employee are captured and stored in the an organised structure
 in a position to standardize all form related with the payment of salaries to the
employee.
 create a uniform pay rules and pay calculations which are applicable to all
Departments.
 The Government is in a position to check the actual number of employees who
are appointed by various appointing authority against a sanction post.
 No payment to any to any authorize employees is possible as employees are
strictly mapped against the sanctioned post.
 The state Government to save a huge sum of money as it is able to curve on the
expenditure that it used to pay to unauthorized employees in the state.

Green e-Governance
Like most of the e-Governance initiatives, the Meghalaya Employee Information
System is environmental e-co Friendly and paperless. Most of the paper work has been
eliminated and no bulky salary bills are sent to the bank anymore. Before the
implementation of this project, lots of documents are sent to the bank along with bills
and these created a huge pile of paper which needs to be kept in the Record Room
which over the years has been clogged and choke with old documents. But now all that
is history as the physical paper are no longer needed. All record of payment is in
electronic format which is clean and eco-friendly.

Shri Benos Lyngskor, Technical Director/Scientist “E”, NIC Meghalaya,

[email protected]

Shri Timothy Dkhar, Sr. Tech Director/Scientist ‘F’, NIC Meghalaya,

[email protected]

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 Mahatma Jyotiba Phule Jan Arogya Yojana
State Health Assurance Society,
Public Health Department Government of Maharashtra

Nidhi Pandey and B S Nagoankar

Project Overview
With the vision of attaining universal health coverage for the State RGJAY was
incepted in a phased manner in the year July 2012 by Government of Maharashtra.
Scheme provides access to quality health care cover to 2,23,00,000 Below Poverty
Line (BPL) and Above Poverty Line (APL) families of State of Maharashtra with
annual income up to 1 lakhs for 30 speciality services requiring hospitalization for
surgeries ,therapies or consultations through an identified Network of health care
providers. The scheme is renamed & provides Group Health insurance scheme known
as Mahatma Phule Jan Arogya Yojana providing health benefits under 971 secondary
and tertiary care procedures along with 121 follow up packages. There are about 131
procedures which are performed only in empanelled public hospital / government
medical college subject to availability of facility. Insurance cover of Rs.1.5 lakhs and
Rs.2.5 lakhs for renal transplantation per family / per year on floater basis. This is
largest scheme in India in terms of number of beneficiary families covered.

Coverage Benefit to Suicide prone District of Maharashtra: MJPJAY caters to

farmers from 14 agriculturally distressed districts of Maharashtra based on the white
ration card or 7/12 extract bearing the name of the beneficiary / head of the family
with valid photo ID proof of the beneficiary.

Online Pre Authorisation and Claim Settlement: Each hospitalization and transaction
is cashless for covered procedures up to the limit of insurance cover mentioned
before. In instance of non- availability of beds at network hospital, the facility of
cross referral to the next nearest Network hospital is made available and Arogyamitra
(Point of contact at network hospital) provide the beneficiary with the list of nearby
network hospitals.

The Insurance Company settles the claims of the hospitals online within 15 working
days on receipt of complete claim document from the Network Hospital with relevant
documents to Insurer for settlement of the claim. The online progress of claim
settlement will be scrutinized and reviewed by MJPJAY.

Clinical Protocol: Clinical protocols are prepared with objective of proper selection
of package and arrive at appropriate treatment decision. Out of 971 procedures 872
protocols have been developed and integrated into web application. This initiative is
only of its kind in the country.

SMS Services for Awareness: MJPJAY beneficiaries, Medical coordinator of network

hospital and field staff are informed by SMS first SMS after registration, second after
preauthorization approval, third for follow up.

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Health Camps are conducted by empanelled hospitals with minimum two camp per
month per empanelled hospital being held in the all districts in the policy year.

RESULTS INDICATORS
Key Performance
Following are our key result indicators and their respective performance against plan-
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
e-Preauthorisation 273536 364954 433132
Claim Settlement 250944 331741 413326
Health Camp 2431 2425 3156

Description of e-Services
The service includes the entire lifecycle from patient registration, admissions to claim
settlement, as below:
 Online Patient Enrolment which includes capturing details of the beneficiaries,
by the Arogyamitras.
 Online application for Hospitals to get empanelled under the scheme
 e-Pre authorisation sent to Insurer by attaching all the medical diagnostics
reports, based on the surgery/therapy selected
 Indication wise clinical protocols developed and linked to software in order to
decide correct package under the scheme.
 Maintenance of TAT for preauthorization request
 Electronic Medical Records maintained
 SMS alert generated for major activity applications.

Implementation
 Clinical protocols were developed and deployed across, this would
strengthen, expedite and make the preauthorization process fool proof
 SMS alerts to beneficiaries first after approval or rejection of
preauthorization second at time of discharge & third for follow up
reminder for follow up eligible procedures. Fourth SMS is sent to Medical
coordinator of network hospital after sanction of claim.

ENABLER INDICATORS
Training & Capacity
• Quarterly software training is imparted to the field staff as per the schedule
given by SHAS (Arogyamitra, MCO’s & other TPA staff)
• 847 Medical coordinators were trained in coordination with NABH staff at
Yashada on 84 clinical parameters which are used for grading the hospitals.

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 Mahatma Jyotiba Phule Jan Arogya Yojana

Change Management
Web application use is an important parameter to check & monitor field staff activity,
MIS, & Operations staff .Last login report is generated which helps understand the
usage of the web application by project office SHAS & field staff. This in turn helps
in supporting & encouraging staff with low usage.
Leadership Support
Customised report is generated for the CEO & other higher officials for review &
immediate action

VALUE INDICATORS
Learnings for Sharing
It was envisioned to provide cashless, seamless, paperless & transparent health care
facilities to the underprivileged & the entire web application was designed, developed
& improvised to fulfil the aforementioned vision

Digital Empowerment
• Cashless treatment at network hospitals which helps reducing fraudulent
practices & exploitation of the marginalised community
• SMS alerts to beneficiaries in Marathi & English, use of Marathi has helped
breaking the language & cultural barrier
• Website can be accessed by beneficiaries on their cell phones in Marathi
• Online Grievance registration
• Bilingual Call centre support

Green e-Governance
Paperless insurance scheme in terms of preauthorization, claims, medical records
VC’s to monitor the field staff District coordinators & Arogyamitra.

Dr Nidhi Pandey, Chief Executive Officer, State Health Assurance Society, Mahatma
Jyotiba Phule Jan Arogya Yojana, Public Health Department, Government of
Maharashtra, [email protected]

Dr B S Nagoankar, Assistant Director Health Services, Directorate of Health

Services, Public Health Department, Government of Maharashtra,
[email protected]

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 Online Drug Inventory and Supply Chain Management System
(ODISCM)
Haryana Medical Services Corporation Limited, Panchkula, Haryana

Alaknanda Malik and Rahul Jain

PROJECT OVERVIEW
An Online Drug Inventory and Supply Chain Management System (SCMIS) has been
developed to integrate various inter-related activities of the National Rural Health
Mission (NRHM) Haryana. This application is operational since March 2013.
Modular approach was adopted for the development of application; NIC team
designed and developed a web based solution according to the new drug policy of
Government of Haryana.

The aim to provide “Right Quantity of “Right Product” on “Right Place” on “Right
Time” in “Right Condition” at “Right Cost” for “Right People”. Before the initiative,
Drugs, Surgical and Sutures were procured in de-centralized mode and manual
monitoring of flow of Drugs, Surgical and Sutures from purchase to consumption at
District and State Level. Small staggered orders from 21 districts lead to non supply
by the suppliers. No tool to monitor and evaluation for demand, Consumption,
inspection budget and other documentary evidences. No track of flow between
procurement and consumption, leading shortage /excess. No control on critical issues
like alert of expiry medicine, supply of medicine by vendor, No quality control, drugs
reached reordering level. Time wasting, prone to errors, requires continuous
monitoring to ensure that each transaction is accounted for and makes inventory
records a more cumbersome process for the operator. Not more than one person was
able to access data at the same unless they keep multiple copies of reports, which is
wastage of paper. Paper work results in need of lot of space to keep the data and often
searching the relevant information is tedious exercise. Errors in addition,
transposition of figures, incorrect recording of a transaction, incomplete recording of
a transaction. With such objectives “the New Drug Policy of Government of
Haryana” was evolved.

Executing procurement of good quality drugs, Surgical and Sutures at reasonable

price for the state of Haryana to meet the requirement. Streamlining the distribution
of drugs to institutions and ensure availability of drugs at all times. Strengthening the
system of Quality Controls, over drugs procurement and distribution.

RESULTS INDICATOR
Key Performance
There are four very important types of services are given below in the table:
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Indent 278620 239730 225017
Issue 252495 213629 201391
Local Purchase at Health Institutes 28168 17898 22906
Consumption 753979 730575 671202

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Description of e-Services
Government to Government
1. Indent - Indent prepared by Health Institutes (Pharmacist & Medical Officer)
2. Issue - Warehouse issues the Indent to Health Institutes (Pharmacist &
Warehouse Manager)
3. Local Purchase - Health Institutes (Pharmacist & Medical Officer) prepare NAC
from the portal to purchase the drugs & consumables locally (which are not
available at Warehouse at that time and require in emergency)
4. Consumption - The Health Institutes (Pharmacist) shows the consumption of
drug & consumables regularly and the same is used to demand analysis by the
higher authorities.

Benefits
 Non Availability Certificate generation before any local purchase of medicines
and consumables with a objective of better utilization of local fund available
with Institute and Civil Surgeon resulting wastage of Drugs are avoided.
 Intra-Institute, Intra –warehouse and intra-district drug transfer with objective of
optimum utilization of Drugs.
 The system suggests not placing Purchase Orders to those vendors whose
products are always of non standard quality.
 Android based dashboard provided to Higher Authorities and warehouse
managers to monitoring of Performance Indicators.
 Average Monthly Consumption (AMC) is calculated for each drug for all
institutes and Demand Analysis also calculated on the basis of AMC.
 Alerts are generated with different colours for drugs to be expired and the same
is also sent through email.
 Re-Distribution of Near Expiry Drugs to other warehouse/institutes for timely
consumption of Drugs.
 Drug Management from Procurement to Distribution has improved due to online
monitoring of each activity through the system.
 Key Performance Indicators (KPI):
o Age of Inventory at various level
o Drug Fill Rate
o Inventory turnover
o Supply Tracking
o Monitoring of medicine expiry and re-distribution.
o Budget and payment monitoring.

Implementation Coverage as on today

Comprehensiveness of reach of delivery Centres:
Currently the initiative is rolled out in all the Health Institutions of Government of
Haryana and all the stakeholders like Manufacturer/supplier of Medicine and Quality
agency emplaned for Testing of medicine.

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Number of Delivery Centres:

Roles Number of Active Users
Suppliers/Manufacturer 200
Quality Agency 14
Warehouse 21
Central Store 63
General Hospital 63
Sub Divisional Hospital 72
Community Health Center 337
Urban Health Centre 24
Primary Health Center 1090
Urban Primary Health Center 173
Dispensary 52
URCH 80
TB Hospital 6
Medical Colleges 6
Programme Officers 132
State Level Users 67
Quality Control 4
Total 2404

Geographical
National level – Number of State covered 1
State/UT level- Number of District covered 21
District level- Number of Blocks covered 125

Demographic spread (percentage of population covered):

Population from Haryana and border state visit to health institution in Haryana.

New Services / Enhancements

The below services have integrated with CM Dashboard which is monitored by
Hon'ble CM monitors:
 Consumption (Issue) not done by Health facilities.
 Details of Essential drugs at Warehouse
 Drugs likely to expire
 District Review

ENABLER INDICATORS
New Drug Policy by Health Department in Haryana
Before the New Drug policy, Drugs, Surgical and Sutures were procured in de-
centralized mode and small staggered orders from 21 districts lead to non supply by
the suppliers.

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Response
After implemented the new policy through ODISCM portal, the centralized
procurement of Drugs, Surgical and sutures started which increase the percentage of
mature the big Purchase Orders and also reduced the cost of drugs and consumables.

Monitoring Tool of flow of Drugs

There was manual monitoring of flow of Drugs, Surgical and Sutures from purchase
to consumption level at District and State Level. There was no tool to monitor and
evaluate the demand, consumption, inspection, budget and other documentary
evidences.
Response
Monitoring is done in effective and efficient manner at higher level also which
includes drugs level at different warehouses and Health institutes, drugs consumption
etc.

Tracking of Purchase Order

There was no tracking of manually Purchase order done earlier.
Response
Now the tracking of Purchase order is possible at Higher authorities from Purchase
order accepts (by Vendor) to Distribution the drugs at Health Institutes(by
Warehouse).

Drugs to be expire (for near expire drugs)

Information about to be expire drugs are not available easily so it is difficult to take
corrective action.
Response
Alerts are generated from online system for to be expire drugs in advance so that the
corrective action can be taken and same can be consumed at other needy place. With
the help of the ODISCM portal, it was observed that Ferrous Sulphate medicines in
the quantity of 3658100 were lying at Central Store District Jind in Haryana which
were to be expired within six months. It could be monitored and distributed to other
Districts to consume the same within the medicine life through this system only.

Drugs Stock Position

Drug Stock position in all health institutes was not available instantly so it is difficult
to forecasting for drugs requirement.
Response
In online system, drug stock position is available for all institutes so forecasting of
drugs can be made. Intra-Institute, Intra –warehouse and intra-district drug transfer
with objective of optimum utilization of Drugs.

Placing Purchase Orders

Response
The system suggests not placing Purchase Orders to those vendors whose products
are always of non standard quality.

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Preparation of RFP documents and Floating Open Tenders

RFP documents prepared and Open Tenders floated by the NICSI New Delhi for
procurement of Hardware, Manpower for software development and providing
technical support in day-to-day execution of the System.

Penalty Calculation
Penalty was not traceable earlier.
Response
Approximately amount of Rs. 3.5 Crore penalty deducted from vendors for late
supply of drugs during the period which was not traceable earlier before the
ODISCM.

VALUE INDICATORS
 Approximately amount of Rs. 3.5 Crore penalty deducted from vendors for
late supply of drugs during the period which was not traceable earlier before
the ODISCM.
 The total drugs & consumables of amount 9.8 crore have transferred from one
warehouse to other warehouse or other institutes which were near expiry or
not usable at one place.

Learnings for sharing

1. Provides the consolidated source of information showcasing drug supply
progress.
2. Allows actors to learn from each other’s experiences, building on expertise
and knowledge.
3. Generates (written) reports that contribute to transparency and accountability,
and allows for lessons to be shared more easily;
4. Reveals mistakes in decision making and offers paths for learning and
improvements
5. Provides a basis for questioning and testing assumptions.
6. Provides a means for NRHM seeking to learn from their experiences and to
incorporate them into policy and practice.
7. Provides a way to assess the crucial link between implementers and
beneficiaries on the ground and decision-makers.
8. Adds to the retention and development of institutional memory
9. Provides a more robust basis for raising funds and influencing policy.

Digital Empowerment
1. Status of every drug made available on portal
2. Transparency in Purchase order placed and tracking of PO on different stages.
3. Take decision regarding quality of drugs on basis of online report of Quality
Agencies.
4. Utilization certificate provided by portal only in softcopy only.
5. Vendors and Quality Agencies payment details made available through portal.
6. Penalty calculation for late supply/non supply.
7. Verification of records like inspection reports, in house quality report done by
portal only.

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Green e-Governance
Green e-Governance Initiatives by allowing paperless compliance as
1. Inspection notes from warehouse by portal only on which the payment to
vendor is done.
2. SMS and emails are sent to
a. Health Institutes: for near expiry drugs, drugs available at warehouse
which are not available at institutes, Batch fail information, consumption
not made information etc.
b. Warehouse: for Drug rejected by Quality Agency, Short Supply received
etc.
c. Vendors: Letters through emails for Purchase Order (PO) placed for them,
to accept the PO, remind the delivery date, short supply, late shipment, for
replacement, payment details etc.
d. Quality Agencies: emails for new sample received, payment details etc.
e. State HQ: new suggestion received, new vendor registration, Batch fail
information, complaint done by Warehouse, Purchase order approval etc.
f. Monthly reports, Annually reports etc. by portal
3. Payment details of Vendors & Quality Agencies provided on their interface.

Dr Alaknanda Malik, General Manager, Haryana Medical Services Corporation

Limited, Panchkula, Haryana, [email protected]

Shri Rahul Jain, Technical Director, National Informatics Centre, Haryana,

[email protected]

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 Swasthya Sakhi – ICT enabled IEC tools for Health Workers
Rural Development Department, Gandhinagar, Gujarat

Bhargavi Dave and Shilpa Yadav

Project Overview
Swasthya Sakhi (SS) is a m–Governance project which facilitates to health workers
for women & overall health information dissemination and data collection from field.
SS provide a user friendly smart phone mobile application supported by a powerful
dashboard. It will support graphical representation in the form of both visuals and
video. It works offline without any form of data connectivity. If there is any new
health content added to the system, the health worker will be able to download the
same onto their device using any form of data connectivity. ‘Swasthya Sakhi’
application puts a wealth of vernacular maternal health, Child health and adolescent
health information in formats of video, audio, power point presentations and image in
their hands. The interactive health content covers a range of topics (more than 125
topics). A Quiz section also is provided at the end of the each session to assess
knowledge of beneficiaries. Main beneficiaries under this project are Antenatal
Mothers, Postnatal Mothers, Children and Adolescents Girls. Any complicated case
noticed in the field also can be reported with the photos and details to concern PHC
and CHC immediately. The application will aid the authority in enhancing preventive
healthcare measures thereby spreading awareness among citizens in rural households
about maternal, child, public health, Tuberculosis, leprosy, diabetes, HIV, Vector
borne diseases & water borne diseases. The authority through the data collection and
monitoring features of the app will also be able to carry out effective healthcare
related interventions on the ground enabling it to deploy resources in an efficient
manner.

Conventional methods of health education:

 Uses pamphlets, flip charts, poster, books
 Workers have to remember all information related to health topic

ICT tools (Swasthya Sakhi) for health education:

 Uses tablet device with preloaded audio-video and presentations and quiz

Swasthya Sakhi Details

Swasthya Sakhi is a interactive information system (presented through Tab interface)
aimed at educating and creating awareness about maternal, infant and overall
Healthcare in rural India. Healthcare information is provided in form of video and
Presentations in local Gujarati language for easy understanding and adaptability. It is
targeted to low socio-economic and low-literate pregnant & lactating women,
adolescent girls of Gujarat. With detailed information modules on frequently
observed symptoms & relevant recommendations, important tests & checkups and
food habits, it also educates them with appropriate reasoning of presented
information. The information provided is in-line with Health practice and state
schemes.

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System flow
Contents: Healthcare contents are mainly divided into multiple sections. Each
information is specific to particular topics and sub-topics i.e. Symptoms and
Recommendations, Tests & Checkups and Food habits customized based on trimester
of pregnant women.
Symptoms and recommendations provide in-depth information about possible
symptoms during 3 trimesters of pregnancy period. Recommendations are provided to
overcome/reduce the effect of each symptom explained. Each symptom &
recommendation is followed by a quick question to verify the information
understanding.
Tests & Checkups provide in-depth relevant information regarding mandatory
participation of each test & checkup. These tests are in-line with ongoing healthcare
scheme. Food habits provide in-depth information about appropriate food habits, food
to/not to consume and impact of health diet. The information is provided considering
the available local food.
User group: Swasthya Sakhi is mainly targeted low socio-economy and low literacy
pregnant women, child up to 6 years and adolescent girls from targeted area.
Deployment: Swasthya Sakhi can be installed in Mobile tab and female health
worker/MPHW/Asha worker/AWW can carry and use the installed tab to the field for
information dissemination and Data Collection.

Objective of Swasthya Sakhi

Followings are the main objective of Swasthya Sakhi - mHealth IEC & Data
Collection solution:
 To increase skill of health workers to impart health related information.
 To facilitate health workers to use latest technology for health education.
 To increase knowledge in pregnant & lactating women, adolescent, child
regarding health Problems, diet, exercise.
 To monitor IEC activity at various level
 Various data collection from field for research and analysis
 Easy Monitoring of performance & field level work.

Features of Swasthya Sakhi

 Video and audio will impart more visual effect on beneficiary.
 Quiz at the end will assess the information grasped by beneficiary.
 There will be no need of print new materials if any update comes.
 It will help authority to monitor health education session held in community.
 It will provide the details to authority, which video is used frequently by
which community or beneficiary. So implementation strategy can be planned
accordingly.
 Data Collection of beneficiaries produce the real time info of given and
pending services
 Field inspection provides the online info about all activities happening in field.
 GPS location is captured in all field level activities and staff activities can be
monitored effectively.
 GPS Co-ordinate link with map and show the location on map.

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Benefits of Swasthya Sakhi

 Decrease maternal & child mortality.
 Improve adolescent morbidity.
 To bring out behaviour change in the community
 Increase General awareness regarding health problems among pregnant &
lactating women, children and adolescents.
 Data Collection helps in analysis and research to improve the services.
 Monitoring of various activities brings more transparency and effectiveness
 Various reports and statistics as per the requirement and customization facility
available.

RESULTS INDICATOR
Key Performance
There are four very important types of services are given below in the table:
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Session Delivered - - 660
Beneficiary Covered - - 4097
Topics Delivered - - 2039
Field Cases Reported - - 30

Description of e-Services
Swasthya Sakhi is mainly targeted low socio-economy and low literacy pregnant
women, child up to 6 years and adolescent girls from targeted area
Benefits of Project:
 Decrease maternal & child mortality.
 Improve adolescent morbidity.
 To bring out behaviour change in the community
 Increase General awareness regarding health problems among pregnant &
lactating women, children and adolescents.
 Data Collection helps in analysis and research to improve the services.
 Monitoring of various activities brings more transparency and effectiveness
 Various reports and statistics as per the requirement and customization facility
available.

Implementation
Swasthya Sakhi installed in Mobile tab and female health worker/MPHW carry and
use the installed tab to the field for information dissemination and Data Collection.
Any new content can be updated on server and all users can download it.
Implementation Coverage as on today
Ahmedabad District’s 163 Female Health Workers are using it to deliver the IEC
Services in district

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New Services / Enhancements

E-mamta projects data entry also started using the tablet from field itself so no need
to do the data entry thru computer and go at PHC. Saves time and enable fast data
entry.

ENABLER INDICATORS
Device with Vernacular Language Facility
All the devices are not having the Vernacular language (i.e. Gujarati) facility and all
the contents are in Gujarati Language so finding a device which supports Vernacular
language, robust and cost effective was a challenge but finally we got the solution.

>90% Health Workers were first time users of touch screen device
Most of the Female Health Workers were first time user of touch screen device and
was having a fear to operate it but extensive & personalised training session bring
them out of fear and confidence is build up regarding easy operation of device
compare to keypad devices.

Finalization of Contents
Finalization of contents was a big challenge as all the content should be medically
and clinically perfect so we have taken the help of Medical College for content
review and updation.

VALUE INDICATORS
Learning for Sharing
 Audio/visual IEC is having more effect on behaviour change.
 Health worker does not have to remember anything and still she is well
updated with latest information.
 Updated audio/video/ppts can be uploaded instantly without any extra cost.
 Health worker does not have to carry any extra IEC materials in field.
 Online monitoring of all IEC material at all supervisory level through
dashboard.

Digital Empowerment
It’s a android based mobile application. Currently android is commonest operating
system used in India. The project just replaces the conventional IEC system that’s
why increased rate of acceptance among Health Workers.

Mrs Bhargavi Dave, Additional Commissioner Rural Development, Rural

Development Department, Gandhinagar, Gujarat, [email protected]

Mrs Shilpa Yadav, Chief District Health Officer, Ahmedabad District Panchayat,
Ahmedabad, Gujarat, [email protected]

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 Online Database Creation &
Monitoring System for RBSKRaj
National Health Mission, Government of Rajasthan

Naveen Jain and Dr. Suwa Lal

PROJECT OVERVIEW
Rashtriya Bal Swasthya Karyakram (RBSK) initiative aimed at screening of children
from 0 to 18 years for 4 Ds - Defects at birth, Diseases, Deficiencies and
Development Delays including Disabilities and Adolescent Health. Children
diagnosed with illnesses shall receive follow up including surgeries at tertiary level,
free of cost under NRHM. Child Health Screening and Early Intervention Services
envisage covering 38 identified health conditions for early detection, free treatment
and management through dedicated mobile health teams placed in every block in the
state of Rajasthan. Monitoring and management of all screened children in the
programme RBSK is important and critical. Screening is so wide to cover all
Government Anganwadi Centres children (AWCs) (approx 54,000 + AWCs),
Government School going children (approx 70,000 + schools) and children of
Madarsa (approx 3,000 Madarsas), State of Rajasthan every year.
 A robust Management Information System is essential for management of
programme. It has facilitated to all Mobile Health Teams (MHTs) total 472
MHTs are functional. This web application supports all officials involved in
the programme to monitor status and progress of screening. Details of
screening and defects identified children can be viewed and analysed real
time. RBSKRAJ (Online Database Creation & Monitoring System for RBSK)
is a web application supports all MHTs to feed screening details of children
and feed defects identified in those screening. The application has very simple
interface and is very user friendly, so no any data entry personal required. All
reporting is being done by MHTs (AYUSH doctors and Pharmacists‘). Useful
for State, District and MHT level officials in monitoring the status of
screening and disease identified in the screening along with referred child
status through various reports to Provide real time data for decision making.

RESULTS INDICATORS
Key Performance
Following are our key result indicators and their respective performance against plan-
Name of e-Service Vol. of services year-wise (No’s)
2016-17
Screened Institute 1,22,000
Children Screening Recorded 67,00,000
Defects Identified 2,54,000
Treatment Done 1,12,000
Surgery Done 1354

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b. eServices delivery channel On line

Screened Institute 100%
Children Screening Recorded 100%
Defects Identified 100%

Description of e-Services
a. Useful for State and District and MHT level officials in monitoring the status of
screening and disease identified in the screening along with referred child status
through various reports.
b. Improved screening at all institutes.
c. Centralized monitoring of screening and defects.
d. Online Status of defects identified in screening.
e. Reduction in time to maintain databases and registers.
f. Reduction in paper work (forms) to manage screening related activities.
g. Real time availability of data
h. Follow-up of gaps identified

Implementation
System implemented in the entire state of Rajasthan. Total 472 MHTs are targeted to
cover children of all Government Schools of Rajasthan (approx 72157 Schools), all
Anganwadi Centres of Rajasthan (approx 54179 AWCs) and all Madarsas of
Rajasthan (approx 3114 Madarsas)

New Services / Enhancements

• Integration with THALASSEMIA Screening programme
• Planning of introducing Business Intelligence (BI) Tool
• Planning of introducing Artificial Intelligence (AI) Tool
• Help to decide/ take new health initiative.
• Integration with other programmes for better utilizations of services

ENABLER INDICATORS
Reach till last mile & Easy and robust monitoring
Details of all MHTs (472 MHTs), all Government Schools of Rajasthan (72157
Schools), all Anganwadi Centres of Rajasthan (54179 AWCs) and all Madarsas of
Rajasthan (3114 Madarsas) are added in software for entire coverage of child
screening. Various reports generated in RBSKRAJ ensures easy and robust
monitoring at all levels i.e. State, Division, District, Block and health facility level.
Now it’s easy to track the referred and defects identified children with the software.
Software records the contact details of children and due to location/ institute details
mapped with children it’s easy to follow-up and track.

Scheduling the Tour Plan & Disease details

The web application makes it mandatory for all the MHTs to plan the screening visits
by every month. If visit is not planned then data entry of screening and defects are not

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possible. Also, the institutions selected for screening by one MHT can’t be selected
by another MHT. This helps in ensuring that maximum institutions in the block and
district get covered.

Throughout the period of screening, all identified defects are entered in the software.
Defects details of each and every child are available in the system. In the financial
year 2017-18 total 2,50,000 + defects identified. The software consolidates the
screening and defects data and also presents it in easy actionable format.

Business Process Reengineering

By delivering more value with existing resources RBSKRAJ is a perfect example of
business process reengineering. The web application has very simple interface. The
cost of development and maintenance is also low. It has tremendous potential for
replication across the states

VALUE INDICATORS
Learnings for sharing
Lack of mechanism to plan screening visit: Initially it was way difficult to plan visits
of institutions (Schools/ AWCs/ Madarsas) by Mobile Health Teams, due to
unavailability of details of institutions. All planning mechanism was on manual basis.
MHTs sit in the block office and coordinate with concerned departments (Schools/
AWCs/ Madarsas) block office and create tour plan. Due to one year programme
cycle, screening planning plays vital role in success of programme. Holidays, exam
schedule of schools and madras’s needs significant planning.
Lack of analysis of screening: Earlier the findings of defects from the screening were
recorded on paper only and the findings from the screening undertaken in a block or
district were not regularly collated or analysed. Hence the screening didn’t give the
desired results.
Lack of mechanism for higher officials to regularly monitor the status of screening/
defects: In absence of a mechanism to get details of defects on timely due to
unavailability of data on any portal. Senior Officials didn’t get timely information
about the defects identified from the screening by MHTs.
Lack of follow-up on defects identified during screening: In absence of mechanism to
track the defects identified during the screening, follow-up of referred children was
not complete and timely done. Hence to get the desired results takes extra effort

Digital Empowerment
Programme is designed in way to cater children for government schools, AWC’s
(Anganwadi Centers) and Masarsa’s. Families of all children are also indirectly
benefitted because the cost of treatment is born by state government. Reach of this
project is so wide to cater more than 2 Lacs families in the state.

Green e-Governance
• Optimum utilizations of ICT to be ensured

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• Use of SMS’s and other electronic media for communication to avoid paper
work
• Real Time data availability
• Re-use available resources of ICT
• Use of Mobile Application

Mr Naveen Jain, Secretary, Medical, Health & Family Welfare and Mission
Director, National Health Mission, Rajasthan, [email protected]

Dr Suwa Lal, Project Director, National Health Mission, Rajasthan,

[email protected]

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 e-Hospital Management System (eHMS) christened “e-Sushrut”
Telangana State Medical Services and Infrastructure Development Corporation
(TSMSIDC), Govt. of Telangana &
Center for Development of Advanced Computing (CDAC)

Balasubramanian Gauthaman, V K Sharma and Rajeev Yadav

Project Overview
With an objective of addressing the major pain areas of patients in Government
hospitals such as long waiting times, difficulty in identifying and approaching the
right places to go within the hospital for treatment, and difficulty in maintaining and
carrying by hand the relevant medical files from doctor to doctor and to create and
maintain unique Electronic Medical Record for each patient, eHMS functionalities
Integrated in Hospital Management System, along with Disease Surveillance,
Management Information System and Healthcare Planning. The architecture for the
eHMS is based on the Health Information Exchange (HIE) infrastructure which
enables easy and secure exchange of clinical information. The application
architecture is a mix of centralized and standalone applications. The eHMS
effectively utilizes the common infrastructure such as State Wide Area Network of
the GoTS. eHMS solution developed and rolled out in the state in a time frame of 2
years. Application and geographical phasing is followed to carry forward the
leanings and develop a well matured system across the State.

The availability of patient EMR has helped in faster development of more accurately
targeted treatments and has helped to identify needs, provide services, and predict &
prevent crises through the analysis of disease patterns and tracking disease outbreaks,
for the benefit of the population.

Telangana State Medical Services and Infrastructure Development Corporation

(TSMSIDC), Government of Telangana signed an MoU with C-DAC for the
implementation of C-DAC’s Electronic Hospital Management System (e-HMS) - “e-
Sushrut” in three government hospitals of Telangana as a pilot initiative.

“e-Sushrut” has been serving these hospitals within the state using the cloud
computing architecture. It has 23 modules that are classified into clinical, services
and administrative modules which automate the hospital workflow.

Unique Aspects of the Initiative

1. Infrastructure Sharing, Cost Reduction and Better Healthcare
In cloud computing model, deployed multiple hospitals are sharing
infrastructure at the data centre (hardware with high end servers, licenses for
Operating System/database etc. This sharing increases utilization and results in
cost reduction.
2. Electronic Medical Record (EMR) Creation and Clinical Abstraction
Framework
Normally the medical records of patients get scattered across the visiting
hospitals. With the current system, the medical records get accumulated in the
cloud of participating hospitals. With the cloud hosted EMR, access to state
wide medical information has become a reality.

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Privacy of information is catered in the eHMS through a Clinical Abstraction

Framework which displays selective information as per the configuration of the
end user.
3. First Such Initiative and Future Expansion Possibilities
The eHMS application is the first such initiative in the country to provide HMIS
using the emerging Cloud Computing and Software as a Service (SaaS)
paradigm.

Description of e-Services
The solution is a state-of-the-art modular, integrated, scalable, GUI based networked
Hospital Management Information System based with the following features:
 Cloud Enabled
 Available in Open Source Technology
 Portable across a variety of platforms
 Configurable for multiple hospitals
 Connects people, process and data in real time across all the hospitals
 Customized clinical data according to department and laboratory
 Unique Health ID for patients
 Cross consultation for patients among health professionals within the State
 Generation of comprehensive EMR and Patient Profile
 Online Registration / Appointment, Online lab report view
 Compliance to EHR Standards
 Interface with Medical Equipments, Barcode, Biometrics, Digital Tablets etc
 Integration with Aadhaar card and SMS Gateway
 Integration with “Mera Aspataal”, Online Registration System (ORS)
 Supports Payment Gateway to enable Digital Payments
 Citizen Centric Mobile Application

e-Sushrut is launched as Software as a Service (SaaS) model where different e-

Sushrut modules like Patient Registration, Out Patient Management, In Patient
Management, Patient Billing, System and EMR are deployed as service.

The modules of e-Sushrut can be classified into four major groups - Clinical, Service,
Administrative and User Management modules.

Clinical Modules consist of core patient care modules, including Registration, OPD,
IPD, Investigation, Pharmacy, Blood Bank, Operation Theater, etc. They streamline,
automate and optimize clinical functions of care providers to increase the efficiency
of their operations and decision-making capabilities. The modules interact with
Electronic Medical Record module, which collects and processes the clinical data. It
captures all information including patient demography, investigations, OPD and IPD
encounters, etc.

Service Modules consist of support modules within the hospital including Enquiry,
Appointment, Billing, Stores, Purchase, Diet Kitchen, etc. These help in effectively
managing all the ancillary services available in the hospital, thereby significantly
improving operational control.

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Administrative Modules are enterprise enabling modules such as Personal

Information System (PIS), Finance Management System (FMS), etc. These provide a
unified ERP framework for managing the services of the hospital personnel, finances
and other services.

User Management Modules manage the various users of the e-Sushrut application.
They create these users and assign roles to them with associated privileges. The
privileges are needed for various kinds of access to the e-Sushrut Application. Thus
User Management provides the application with the ability to identify and control the
different level of users logged in.

Benefits for Patients

1. Patient can walk into any hospital anytime empty hands without medical records
2. Reduction in waiting times in queues for OPD registration, examination,
investigations, pharmacy, and IPD admission
3. No need to go back to collect the investigation reports
4. More quality time spent by doctor on patient for clinical examination
5. Improved quality of treatment due to availability of past Electronic Medical
Record (EMR)
6. Unit chief (doctor) will be able to review all the IPD patients daily irrespective
of their condition. The critical cases are reviewed daily by the unit chiefs.
7. In case of emergencies patient can be posted for the procedure immediately
without wasting precious time of patient because the EMR is readily available
8. Current treatment and health status can be monitored daily

Benefits for Hospitals

1. Reduction in manual data entry for the same patient at multiple locations in a
hospital during a hospital visit or admission
2. Savings in time for data entry and release of manpower
3. Incorporation of standard treatment guidelines for patient treatment
4. Easy access to EMR of patients where most illiterate patients do not bring
medical records
5. Reduced retrieval time of patient’s investigation reports
6. Improvement in the quality of diagnosis due to availability of past records in
EMR
7. Time spent by treating doctor in writing reduces due to drop down menus
8. Better inventory management of drugs, consumables and disposables
9. No need to enter demographic details of any patient who enters a hospital
10. Quick retrieval of patient reports in cases of emergencies
11. Easy referral of patients within the hospital and to other hospitals
12. Data analysis leads to better disease surveillance, research, observing referral
linkages, introduction of focused interventions in the community and health care
planning
13. More patients can be attended
14. Efficient medical record management

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Other Features
Integration & interfaces provided: Bar Code Interface, Biometrics, SMS & e-Mail
Server, Smart Card, Digital Tablet, Integrated With C-DAC- PACS, Interface With
Printers, Scanners, Webcam etc, Medical Equipment Interface : Auto Analyzer,
Coulter

Disease Surveillance, Management Information System , Healthcare Planning

facilities have been helping TS-HMFW department to take data driven decisions to
address seasonal disease in the region.

Data Security & Confidentiality

 Clinical Abstraction Framework: In case of EMR the major concern of health
care providers is the privacy of Patient information. This is one of the reasons
doctors reluctant to enter the clinical information into the e-Sushrut for patient
treatment to overcome this challenge, E- Sushrut has implemented an Abstraction
Framework which displays selective information as per the configuration of the
end user.
 User Accessibility and Transparency: The users are given unique usernames
and passwords respectively. Each user is assigned a privilege level and this
decides the information that the user can access and the operations that he/she can
administer through the HMIS application.
 Encryption of Important Data: Selective patient and hospital data is stored in an
encrypted form that prevents unauthorized access and retrieval of important /
sensitive information. This helps in maintaining the confidentiality of data and
hence increases the reliability of our application.

Compliance to Standards
1. Standard Code Sets
a. ICD 10 “International Classification of Diseases”
b. SNOMED “Systemized Nomenclature of Medicine”
c. LOINC “Logical Observation Identifiers Names & Codes ”
2. HL-7 “Health Level 7”
3. NACO “National AIDS Control Organization”
4. NABH “National Accreditation Board For Hospitals & Health Care Providers”
5. GFR “General Financial Rule”
6. CIMS “Current Index of Medical Specialties”
7. DICOM “Digital Imaging & Communication in Medicine”

Implementation
eHMS application covers all the aspects to handle multiple hospitals within the state
using the cloud computing architecture. Every patient getting registered using the
eHMS Application is assigned a C.R. Number which uniquely identifies the patient.
This C.R.No. is further mapped to the multi-purpose-national identification number
that has been introduced by the government as a means of tracking citizens,
permanent residents, and temporary residents for the purposes of work, taxation,
government benefits, health care, and other governmentally-related functions. Using
the unique C.R.No. Patients will be able to avail the services from any member

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hospital within the state effortlessly. Unique identification of the patient across
hospitals will reduce unnecessary repetition of tests, duplicate issue of medicines etc.

Patient information needed for doctors, nursing staff and other support services
personnel from different locations will become ubiquitously available from any other
member hospital within the state.

eHMS, a centralized HMIS for all the hospitals within the state with the Electronic
Health Record (EHR) is available to all member hospitals within the state. The state
wide integration using eHMS will eventually help in moving towards the larger
objective of State level health record. This will also ensure fast retrieval of the entire
state level health reports to the decision makers.

Enablers
Process Reengineering
1. Unique Centralised Registration (CR) Number
Each patient is assigned a CR number that is unique for each registered patient
across the state of Telangana. Using the unique C.R. Number, patients will be able
to avail the services from any member hospital within the state effortlessly.
Unique identification of the patient across hospitals will reduce unnecessary
repetition of tests, duplicate issue of medicines etc. This feature also enables the
state to maintain patient centric Electronic Health Records (EHR’s) that serves as
a major decision making aide for the state government.
2. Registration Counter Queuing through Queue Management
To reduce the patient queue time and avoid unnecessary standing, C-DAC
introduced Queue Management at hospitals.TSMSDIC has arranged a Big TV
Screen in the registration lobby to help the patients and their respective
department doctor rooms to proceed after registration. C-DAC application
displays details bilingually i.e. in English & Telugu for helping various sections of
the crowd.
3. Aadhar Integration
eHMS application’s OP registration process takes hardly 10 seconds as it is
integrated with Aadhar number. Hence, the system has addressed the long waiting
times of patients in the pilot Government hospitals very effectively. C-DAC team
in coordination with TSMSIDC & pilot hospital administration, designed wall-
posters about Aadhar integration in eHMS. This encouraged patients to bring
Aadhar number to minimize long waiting time at registration counters. C-DAC
designed a dedicated Public Dashboard of eHMS activities to provide decision
making access to the state wide administrators.
4. Integration with Information Kiosks at Hospitals
5. Integration of HMIS Patient Registration details with LED TV to facilitate the
Patient Crowed
6. Integration with Aarogyasri , White Ration Card
7. Integration with email, SMS Gateway

Challenges faced and key leanings drawn thereof

1. Service Provider for Backbone Connectivity: Getting a proper service
provider for MPLS VPN connectivity. Since the application critically depends

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upon availability and quality of backbone network, getting a proper service

provider is a major issue. This was done by partially going for 2 service
providers - with one fiber based lease line connectivity and another RF based
last mile connectivity. This ensures that at least one of this is operational all the
time and both of them are working most of the time. This is based on double
redundancy model for errorless operations.
2. Initial Teething Troubles: Any implementation of this nature will have a
number of teething troubles. Ensuring that this does not happen was a major
challenge. The complete team was motivated with a special training to ensure
that all the problems are solved within a period of few hours. This strategy
proved to be quite helpful and well appreciated by the hospital authorities.
3. Buy-in from Hospital: There has been reluctance towards moving away from
the legacy system. Acceptance of Business Process Reengineering by hospital
authority. Introduction of any computerization activities ultimately relates to a
number of business process reengineering. Making a hospital staff acceptable to
these changes was a major challenge. This was overcome by conducting User
Acceptance Trials and direct interactions with the hospital staff at all levels to
ensure that they accept the system.
4. Operational Staff: The operational staff faced different problems at different
times, many of which are not envisaged in the Operating Manuals and other
documentations. Ensuring that they are still able to continue the operational
without disrupting the critical activities of the hospital, was a major challenge.
This was overcome by intermixing the developers along with the operational
staff for some period of time so that quick solutions are found at the place of
operation itself and they are implemented by the developers in the system
without wasting any time.
5. Freezing and finalization of the Requirement Specifications of HMIS
Application with the Consensus of the different hospitals of Telangana state on
one platform. Inputs regarding working functionality/environment and
converting it in to the application as same as possible to provide the familiar
environment. Rigorous study of identified Hospitals of Telangana for collecting
the inputs, compilation, freezing, submission and acceptance.

b. Change Management and Capacity Building

1. Leadership Support – Status Meetings with end-users
Regular Status meetings at held with the end-users at various levels for
effective monitoring of the Project.
2. Leadership Support – Internal Review Meetings
Periodic internal review meetings within C-DAC are chaired at the level of
Director with Project teams to access the project status time to time.
3. Capacity Building
IT Implementation in any organization attracts resistance to change from the
legacy system that is already in place. Basic IT training was imparted to the
staff of the hospital which ensured adaptability to the computer system. This
was followed by training sessions on e-Sushrut Application modules at an
operational level. The third step gauged the level of understanding of the staff
through a well thought out User Acceptance Test (UAT) that assessed the ease
with which the staff was able to carry out the operations.

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Training
The objective of training is "To train all staff in their respective modules/ procedures
to be followed during their respective business process". The training is carried out in
a comprehensive and exhaustive manner so that staff becomes familiar with all
aspects of their respective modules/ procedures and is able to provide comprehensive
services to the end users. For making the HMIS modules Go Live, it is utmost
important to provide the training to all the stake holders working on these Modules.
For training purpose the HIS Module is configured with the actual master data of the
concerned hospital
a) Training is provided to all concerned users to ensure the smooth
implementation.
b) Training is done in a structured and time bound manner.
c) CDAC keeps a log of training provided and also has a feedback & evaluation
mechanism for improving the training.
d) Multiple training sessions are conducted for the end users to make them
familiar with the applications.

Operationalization
Operationalization of the HIS Modules is the most critical activity of the project.
Shifting from Manual to electronic way of working requires lot of efforts. It also
requires active involvement of Higher Management and end users so that HIS can be
institutionalized. To ease the operationalization Group wise module implementation
is planned. The end users are given user acceptance trials to familiarize them with the
application and get their acceptance. During this phase the hospital along with CDAC
Technical Team provides all the technical support required by the end users.

c. Project Management and Monitoring Governance Structure

TSMSIDC interacts with the Group Coordinator(Business Development and Project
Management) on high level matters and on issues regarding project progress. Project
Manager reports to Group Coordinator about all the progress related to the Project.
The Project Manager through the Project Leader interacts with external stakeholders
as well as different verticals within C-DAC to monitor the status related to Design,
Development, Testing and Implementation of the e-HMS application.

During the course of the project the following teams have been constituted as part of
the project governance;
1. Design, Development and Testing Teams
2. Onsite Implementation Team comprising of Project Leader, Project Associates
and Informatics Assistants
3. Implementation Management Team comprising of an Project Incharge and Senior
Management
4. Onsite IT Cell comprising of an IT Cell Incharge, IT Cell Executives and
Informatics Assistants
5. Software Handholding Support Team comprising Support Engineers
6. System Integration Support Team comprising of Support Engineers
7. Operationalization Services Team comprising of Informatics Assistants
8. Onsite Facility Management Services Team comprising of Support Engineer

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 e-Hospital Management System (eHMS) Christened “e-Sushrut”

Learnings for sharing

To ensure success of such initiatives in the digital space, the government will have to
take steps in the Healthcare Sector, some of which are outlined below;

Regulatory Framework: Putting in place regulations that ensure smooth adoption of

digital services. Regulations around net neutrality, use of cash cards/ wallet services,
etc. should be instituted along with the initiatives of Digital India. Regulatory clarity
will build trust about government services among citizens and encourage them to opt
for these services.

Effective Implementation: There are two key imperatives to be considered for

effective implementation.
a. Skill enhancement: Focus on skill enhancement of the workforce through
training programmes or hiring of private sector experts. Government institutions
can collaborate with the private sector through PPP model, consulting
assignment, etc.
b. Planning and implementation: Government agencies, along with system
integrators developing various platforms, should adopt agile implementation
practices. The platforms developed should be ‘future-proof’ i.e. upgradable and
scalable in a cost-effective manner.

Bridge digital divide: There are two key imperatives for bridging the digital divide:
a. Capability enhancement of citizens: To enable citizens to reap the benefits of
Digital India initiatives, government agencies must disseminate information
through multiple channels and train citizens on use of technology devices and
various interfaces (e.g. web portals, app, etc.).
b. Design of digital services: Government agencies should design easy-to-use
intuitive interfaces. Service providers (e.g. government agencies, universities,
etc.) should design simple process flows such that a user can do the transactions
with minimal human intervention

Security and privacy: Ensure application of state-of-the-art security protocols.

Relevant privacy policies should be instituted by the government so that the
information is not misused by people who have access to it.

Digital Empowerment
Cloud Computing
Cloud computing enables hospitals to store and retrieve information irrespective of
where it is located. Telangana State Medical Services & Infrastructure Development
Corporation (TSMSIDC) plans to use cloud for seamless integration between
government hospitals and with citizens. It will provide a centralized data storage
facility that will help in dissemination of information at a much faster pace.

Mobility
Mobility enables availability of information on the go through devices such as smart
phones, tablets, laptops, etc. It can be coupled with cloud to enable sharing of
documents or information with other users. Citizens can communicate with the
government regardless of their physical location. Bureaucrats can gather information

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and take decisions on the move, which allows for faster and easier decision making.
The e-Sushrut is compatible with all browsers and devices. It can be used on PC,
Tablet and Mobile phones without any interruption. The only dependence being on
the internet which is required at all times as it is web based application.

Analytics
Analytics relies on collection of large amounts of data and drawing out actionable
insights. The Telangana Government is using the power of analytics to better serve its
citizens. The availability of patient EMR has helped in faster development of more
accurately targeted treatments and has helped to identify needs, provide services, and
predict & prevent crises through the analysis of disease patterns and tracking disease
outbreaks, for the benefit of the population.

Multilingual Support
The enquiry kiosk provides hospital centric information to visitors / patients in
Telugu language. This feature is of great help to the local population who have
difficulties in understanding the English language. This has helped in effective
service delivery at hospitals and promoted satisfaction among the population.

Shri Balasubramanian Gauthaman, GM (IT) Telangana State Medical Services and

Infrastructure Development Corporation (TS-MSIDC), Govt of Telangana,

Shri V K Sharma, Director [email protected], Center for Development of

Advanced Computing (CDAC), Noida, Government of India. [email protected]

Shri Rajeev Yadav, Joint Director, CDAC email: [email protected]

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 Swachh Telangana
Directorate of Municipal Administration, Government of Telangana &
Centre for Good Governance

T K Sreedevi, Rajendra Nimje and Maadhavi Sriram

PROJECT OVERVIEW
The Government of India launched the flagship program of ‘Swachh Bharat Mission’
with the vision of ensuring hygiene, sanitation and waste management across the
nation and issued detailed guidelines. In accordance with these guidelines,
Government of Telangana has launched ‘Swachh Telangana’ Mission to make all the
cities and towns in Telangana open defecation free, sanitized, healthy, livable,
ensuring and sustaining good public health and environmental outcomes for all the
citizens. The project Swatch Telangana was initiated in June 2015 with the portal
hosting all the information related to the scheme implementation such as fund
releases, beneficiary information, circulars, forms, photos, mobile application
download etc.

The Management Information System (MIS), part of the project ensures transparency
at all levels right from the identification of the beneficiary. The details of all the
applications are captured and the process of accepting and rejecting is done online
based on the defined criteria, The MIS maintains the repository of the beneficiaries
taken up in Urban Local Bodies (ULB’s) of Telangana. The fund releases are made
based on the physical progress made in the construction and the physical progress can
be verified by the officers at all levels as the photos captured through mobiles are
uploaded from the construction site itself. This not only ensures transparency and
authenticity of information but also reduces the process time drastically for approvals
made at various levels. The feature of geo-tagging integrated with GIS quickens the
process of plotting the field data to the spatial data and improves visualization of the
project implementation.

With this sophisticated technology to ensure the success of “Swachh Bharat Mission”
for better India Centre for Good Governance decided to nominate this project for
better visibility to public and other state governments.

The project of ‘MIS for Swachh Telangana’ is initiated to build a monitoring system
which ensures transparency, authenticity of data collected, reduces process time for
approvals and enables effective management. The MIS enables monitoring of the
realtime progress of the constructions of Individual Household toilets (IHHL) taken
up in Urban Local Bodies(ULBs) of Telangana state for providing sanitation which is
ecologically safe and sustainable and to eliminate open defecation among the urban
households.

The Swachh Telangana portal hosts all the information related to the scheme
implementation such as Fund releases, beneficiary information, circulars, forms,
photos, mobile APP download etc. The feature of geotagging integrated with GIS
quickens the process of plotting the field data to the spatial data and improves
visualization of the project implementation.

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RESULTS INDICATOR – INFORMATION

Before implementation of Swachh Telangana application, the manual process i.e.
receiving application from beneficiary, approvals by verification officer,
commissioner and municipal engineers used to take at least 3 to 4 days of time and
also maintaining of the documents submitted by beneficiaries is tedious process. With
the implementation of Swachh Telangana MIS, the above said process is being
completed within short span of time, which results in time saving for the officials of
the ULB and also eases the process of maintaining documents. Also, the construction
photos which are taken by the site engineers can be viewed by officers at all levels
and the fund releases are made accordingly. Various MIS reports designed in Swachh
Telangana MIS will enable the officers to monitor the district-wise progress and
know the status of the work going on in ULBs at any point of time.

Description of e-Services
The services under Swachh Telangana include:
Input Services
Format I This service will enable the user to add the beneficiary
details like applicant name, address, requirement of toilet
type, bank account details and beneficiary photo etc.
User service availability : Urban Local Bodies
Verification This service shall facilitate the user to verify the details of
Officer beneficiaries entered in the application and to verify with
prescribed check list whether the beneficiary is eligible for
allotment of toilet. Verification Officer can edit the details of
beneficiaries if the details are entered wrongly at the time of
data entry.
User service availability : Urban Local Bodies
Commissioner This service will allow the user to approve or reject the
application after receiving the applications from verification
officer. Sanctioned orders can be generated from the system
in prescribed format if the commissioner approves the
applications. User service availability : Urban Local Bodies
Municipal This service shall facilitate the user to approve the
Engineer applications with prescribed format and recommend for
payment after getting sanction orders from the commissioner
and after doing the field verification. Mobile app developed
in this context will facilitates the Municipal Engineer in
capturing the site photos where the toilets are proposed to
construct.
Payment advice This service shall facilitate the user to generate payment
advices after commissioner receives applications from
Municipal Engineer with payment recommendations.
Quiz Programs This service shall facilitate the user to enter the details of
quiz programs regarding Swachh Telangana conducted in
Urban Local Bodies like program conducted date, number of

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students participated, number of quiz winners, amount

distributed to winners and also to upload the program
photos.
EPTRI Trainings This service shall facilitate the user to enter the details of
& Feedback trainings conducted to employees of ULBs, members of
Proforma council on Swachh Telangana. The details will be as
follows, training conducted date, number of PH workers and
number of ward members participated in the training and
feedback given by Commissioner and Chairperson/Mayor.
This service also facilitates to upload the photos of the
training programs conducted.
ODF ULBs This service shall facilitate the user to enter the details of the
wards declared as Open Defecation Free in their Urban
Local Body.
Community/Public This service shall facilitate the user to enter the details of
Toilets community or public toilets required in the ULB or the
details of community/public toilets already started in the
ULB. The details will be like number of places identified for
toilets, tenders floated date, work order issued date, number
of seats, estimated cost, amount released to agencies and
also the site photos
Swachh This service shall facilitate the user to enter the details of the
Champions employees along with their photos who are declared as
Swachh Champions for particular month.
National The service shall facilitate the user to enter the details of the
Cleanliness National Cleanliness campaign conducted in Schools,
Campaign Colleges etc. like campaign conducted date, number of
institutions participated, number of students participated and
also the photos of the campaign.
Mobile App
Mobile App. Municipal Engineers will be provided with the App that can
be used through their android mobiles. Provision will be
given to upload the photos at different stages of construction
as mentioned below.
 Stage - I : After the identifying the area for
construction.
 Stage - II : After constructing the basement
 Stage - III : After complete construction
Mobile application has the provision to capture the geo
location. The parameters will be sent to the server along with
the capture photo, where they will be projected on a Google
Map.
Reports
Beneficiaries- This reporting service will enable the user to view /
Caste Wise download caste wise count of beneficiary applications
received so far.

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Beneficiaries- This reporting service shall facilitate the user to view /

Stage Wise download the details of beneficiaries according to the status
of application i.e. application received, Verification done by
VO, Approval/Rejection done by Commissioner, Geo-
tagging done by Municipal Engineer, payments released to
beneficiaries.
Municipality wise This reporting service shall facilitate the user to view /
- Fund Releases download the details of beneficiaries according to the status
of application i.e. application received, Verification done by
VO, Approval/Rejection done by Commissioner, number of
toilets which has grounded, Geo-tagging done by Municipal
Engineer, payments released to beneficiaries along with
details of amount released by CDMA to ULBs and balance
with the ULBs.
Quiz Programs This reporting service shall facilitate the user to
view/download the details of quiz programs conducted in
Urban Local Bodies at regular intervals.
EPTRI Trainings This reporting service shall facilitate the user to
& Feedback view/download the details of trainings conducted to
employees in Urban Local Bodies at regular intervals.
ODF ULBs This reporting service shall facilitate the user to
view/download the details of Open Defecation Free wards
declared by ULBs.
Community/Public This reporting service shall facilitate the user to
Toilets view/download the details of requirement of the ULBs in
Community/Public Toilets.
Swachh This reporting service shall facilitate the user to
Champions view/download the details of employees declared as Swachh
Champions in the ULBs.
National This reporting service shall facilitate the user to
Cleanliness view/download the details of campaigns conducted on
Campaign National Cleanliness conducted in institutions of particular
ULB.
GIS
GIS component for Swachh Telangana facilitates
The spatial distribution of the constructed toilets on the map
 District and Town wise distribution of the
Swachh Telangana project by drill down
facility.
 Using the MIS and Geo Tagged photos of the
web application the location and beneficiary
information can be viewed on the map.
 Identifying any duplicates based on location
 Further Add ons based on the reports generated
using MIS can be integrated with GIS

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The outcome after deployment is:

 Information access – Web portal is made available with the updated
information on the activities of the legislature (http://www.swachhts.
cgg.gov.in)
 Speediness (in service delivery) – Available to public in few clicks &
dynamic updating of content from application to web site. Communication
with the beneficiaries and the departments has become very fast
 Quick Processing of requests from Beneficiaries – The claim requests made
by the applicants are processed quickly as all the calculations are made
automatic and the required templates for processing are generated from the
system.
 Realtime progress monitoring – The Mobile APP has enabled the
verification officers to update the progress of construction during the site
visit itself and enabled the officials at all levels to view real time progress in
field
 Accountability & Transparency – Beneficiary information such as details of
applicant, approvals, payments etc. are published in the web application and
brought in the transparency and accountability in all the important activities
in Swachh Telangana program
 Responsiveness-A fast, responsive interface designed extremely easy and
enjoyable to use for every user.

Implementation Coverage as on today

 Beneficiaries (2,16,103)
 CDMA Officials (200)
 CGG Officials (5)
The solution provided is a comprehensive solution with web application, Mobile App
integration and GIS enablement. All aspects are covered and services to integrate
with National level application developed for Swachh Bharat are also developed. All
the workflow processes are also integrated.

ENABLER INDICATORS
Project Management Approach
CGG has a dedicated e-Governance division with almost 150 experienced software
professionals working on developing new applications for the departments of all State
Governments and the Union Government. In order to deliver quality e-Governance
solutions/products and to strengthen the application development process, CGG
adopted industry standard process improvement model CMMI for the software
development. Our key areas of expertise in e-Governance include Government-
Process-Reengineering, software development, deployment and maintenance.

The success or failure of the proposed engagement will be determined, to a large

degree, by the effectiveness of the Project Management and Control processes.
Believing that an effective process is one that can recognize problem areas and
forecast possible areas of concern, tracking and reporting processes have been put in
place.

Status Reporting
In addition to all formally scheduled meetings, informal meetings will occur
throughout the entire project on an as-needed basis; The CGG and CDMA Team will

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discuss and schedule such meetings. The Project Manager updated the status report
on a monthly basis to update the CGG and CDMA Team about recent completions,
accomplishments, and efforts expended.
Each Stage was concluded with a formal checkpoint called Stage exit. When a stage
has been successfully “exited," this will indicate that all the deliverables due to date
have been completed and all outstanding issues have been addressed. However if
there are any unresolved issues that does not hinder the present stage or the
commencement of next stage, the project may be proceeded with the consent of both
parties mutually agreeing to resolve the issue with in a stipulated time frame.

VALUE INDICATORS
Learnings for sharing
With the implementation of Swachh Telangana MIS, the effective monitoring of the real
time progress of the construction of the toilets has been possible and also has resulted in
reducing the processing time for the payment approvals to the beneficiaries.
The system has been addressed right from capturing the beneficiary information to the
generation of payments receipts and progress tracking in each phase. This has helped in
effective monitoring of the real time progress and also transparency to the citizens is
ensured. All the information of the beneficiaries and the stage-wise progress of the toilets
is shown on the GIS map in the web portal and all the citizens can view. The MIS reports
required for day to day tracking of the implementation status are generated for review
of the urban local body officials, senior officers at district and state level.

Digital Empowerment
All the beneficiary related data such as personal details, officer approvals, payments
made after work orders, applications are available in digitized form. The digital
repository of the beneficiary photos and the photos of the toilets constructed by the
beneficiaries ensures the transparency.

Green e-Governance
The project implementation has reduced lot of paper communication required for
approval of beneficiary payments, documents to be maintained during site visits, etc.
Also, the maintenance of lakhs of beneficiary data has become redundant with the
digital repository of all the information related to the beneficiary and the benefit
through the program.

Dr T K Sreedevi, Municipal Administration Department. Govt of Telangana,

email: [email protected]

Mr Rajendra Nimje, IAS (Retd.), Director General, Centre for Good Governance,
Hyderabad. email: [email protected]

Ms Maadhavi Sriram, Sr. Project Manager, Centre for Good Governance,

Hyderabad. email: [email protected]

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 E-Governance at JMC: An Ushering into Digital Era for
e-enablement of Citizens
Jamnagar Municipal Corporation, Jamnagar, Gujarat

R B Barad and Mukesh Varanava

PROJECT OVERVIEW
Gujarat Government has always remained among one of the prominent States in India
emphasizing on digitizing the Governance to provide good Governance to it Citizens.
Looking forward in the same direction Jamnagar Municipal Corporation (JMC) has
taken initiative to implement complete e-Governance to serve citizens of Jamnagar by
catering municipal services through various mediums like City Civic Centres, Online
Virtual Civic Centre, Banks, Corporation Toll Free Telephone, Mobile Application,
Mobile Van etc.

Earlier, JMC had developed many small applications in-house for various
departments. These applications were used for ease of work with computer record
maintenance. However, these softwares were running on Standalone platforms and
were not integrated, and hence citizens were deprived of Single Window Service
System. The rest of Corporation Services were manual. Hence, JMC initiated
implementation of an integrated and robust e-Governance System focusing Citizen’s
need of obtaining Anytime Anywhere Municipal services and JMC’s need of
implementation of efficient and effective Municipal e-governance system.

E-Governance project development started from February, 2014 while phase wise
implementation and go-live of the project initiated from May 2015. Jamnagar
Municipal Corporation covers a total of 125 Sq. Km area of Jamnagar City with total
population of about approximately 6 Lac Citizens. E-Governance Initiative in
Jamnagar Municipal Corporation is a multi-departmental, multi-location, technology-
rich initiative, where in Department of Revenue, Registration, Municipal
administration, and service delivery channels are involved. Main concept for
implementing in Jamnagar Municipal Corporation is to improve the productivity of
organizations and to enable the sharing of information between citizens.

RESULTS INDICATOR
Following are our key result indicators and their respective performance against plan-
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Property Tax and Water Charge ‐ 70,028 1,21,907
Birth & Death Certificate Application ‐ 26,752 37,728
Financial Accounting System
‐ 58,649 44,370
(Miscellaneous Receipt System)
Shop & Establishment ‐ 9,838 10,480
Professional Tax ‐ 6,872 10,184
Complain Management System ‐ 51,128 43,262

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b. e-Services of 2016-17 through various delivery channels (% of volume)

Others
Mobile
On line Department including any
CSCs Gateway
Web Counters Social media
SMS
Mobile App
Property Tax
and Water 8058 39123 72337 51 2389
Charge
Birth & Death
Certificate 690 4364 33204 460 160
Application
Financial
Accounting
System(
232 4707 39406 - 25
Miscellaneous
Receipt
System)
Shop &
2007 - 8437 21 -
Establishment
Professional
394 507 9057 51 226
Tax
Complain
Management 354 - 43262 606 -
System

Description of e-Services
E-Governance Initiative in Jamnagar Municipal Corporation is a multi-departmental,
multi-location, technology-rich initiative, wherein Department of Revenue,
Registration, Municipal administration, and service delivery channels are involved.
Main concept for implementing in Jamnagar Municipal Corporation is to improve the
productivity of organizations and to enable the sharing of information between
citizens.

All the Modules are interrelated and are interconnected through a common
architecture, resulting into a single source for getting innumerable information. The
System was design so as the information from one module can be accessible in other
module, e.g., while getting shop license if the property tax of the shop holder is
pending, it has to be cleared first. Following is the list of application covered in e-
Governance System.
e-Governance Modules
 Citizen Facing Modules  Departmental Modules
o Web Portal o Establishment
o Civic Center Module o Double Entry Accounting
o Complaint Management System
o RBD & License Module o Legal Module
o Billing, Demand and o Work Monitoring and

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 E-Governance at JMC: An Ushering into Digital Era for E-enablement of Citizens

Recovery Management
o Town Planning o Project Monitoring
o Land and Estate Management o Inventory Management
o Urban Health Center (UHC) o Municipal Secretariat
o ICDS o Audit Module
o PRO, RTI o Document Management
o Schemes System

The initiative started yielding results from the first day of implementation itself. The
changes and the impact were dramatic and exceeded the expectations of the
department. Here it is essential to state that the objective of the entire exercise was
not to increase the revenue collections but to enhance the quality of services given to
citizen and to enhance internal operation of organization.
To organization: e-Governance facilitates convenience of time (10:30 AM to 6:10
PM), location (approximately more than 4 CCC) and other bank outlets, mode of
service delivery (Online, CCC), justifying the concept of anytime, anywhere service.
We have provided organization driven approach to develop solutions. Every need of
end user staff is satisfied with 100% training and attention to feedback received from
them.
To Citizen: After implementing of e-Governance facilities developed by JMC, the
services given to citizens becomes very handy. Citizen can avail various facilities in
near bank counter, website, mobile application and city civic center also.
Other stakeholders: By visiting the website, other stakeholders such as shop and
establishment owner, professional tax payer can pay their dues generate Licenses,
renew and download their licenses through the website with an ease
Project Outcome visualized in Transactions: E-Governance mainly achieved
increase transparency in process of services delivered by corporation. It advertently
brought in measurable goals in the form of services and citizen transactions. As of
now, Corporation Website has received more than 11,99,400 visitor hits and more
than 2,33,000 transactions are done during the period of year 2016-17. The following
are the details transactions which we have achieved which keep on increasing day by
day.
Module Number of Receipt Total Collection
Financial Accounting System 44370 3468253785
Land & Estate Management 1026 2203004
Marriage Registration 3188 86650
PRO / RTI 1 0
Professional Tax 10184 53818887
Property Tax 121907 422640955.5
RBD and License Module 37728 2897415
Shop & Establishment 10480 1222668
Town Planning 4211 149626723
Water Meter Connection 694 68413503
Grand Total 233789 4169163591

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Implementation
E-Governance of Municipal Corporations approach to service delivery needed a
complete transformation in capacity which was strategized to be achieved by bringing
in Innovation in organizational and Technological Model.
• As a part of Ease of Doing Business, JMC has initiated Issuance and Renewal
of Shop License, Factory License and Professional Tax Certificate online. It
has received overwhelming appreciation from citizens. Earlier this also had
been center for bad practices where a lot of middlemen were involved. Now
the instant issuance of license in all the four City Civic Centers, Online
through Mobile Application or through Corporation Website has eliminated
humane interference. Similarly Food License Issuance and Development
Permission Charges are also covered in the e-Governance project.
Architecture, Engineer can online submit and track status various types Town
Planning Application. Citizen can Online Apply for any of these services and
can track the status of the same through the corresponding Application
Number.
• Citizen Grievance Redressal has also been geared up. General complaints
received have been attended within 24 hours except a very few major
complaints related to change of total pipelines in sewerage or in water supply
system. Citizens are provided with the Contact Number of Departmental
Employee in charge for solution of Complaints. Citizen can call any time the
Employee for any further complaints.
o A Summary of Complaint is sent as SMS daily to Branch Heads, Deputy
Municipal Commissioner and Commissioner Sir, which gears up the
Departmental work for Grievance Redressal.
All property tax calculations have been kept in public domain where anyone
can access the method of tax calculation of any property in the city. Further, it
was facilitated to make the tax payment through bank Payment gateway or
through credit card as well as online. This enabled the citizens to clear their
doubts and pay the taxes without any inconvenience. Hence, property tax
collection increased phenomenally after the implementation of e-Governance
Project.
• JMC initiated an altogether new step forward in direction of Public Private
Partnership by tying up with various banks. At present, JMC has tied up hands
with ICICI Bank, HDFC Bank, Yes Bank and Nawanagar Co-Op. Bank to
start Municipal Service charges and tax collection at their different branches,
hence bank counters working as an extended collection Counters on behalf of
corporation which has helped to expand Corporation’s reach to the fellow
citizens.
• Another step forward in the direction of innovation which brings this new
initiative unique is that Corporation has started a ‘Mobile Van‘ for the
collection of municipal taxes and charges which travels around the city on
regular intervals. Hence it truly gives meaning to the slogan “Municipal
Service at Citizen Door Step”.

ENABLER INDICATORS
Jamnagar Municipal Corporation had a clear vision to create a knowledge society by
using Information Technology in all aspects of development and governance. In order

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to institutionalize these efforts, Corporation initiated Implementation of total e-

Governance System for every department of Corporation in the year 2013-14, hence
providing computerization in each and every process.

Government Process Re-engineering

The transformations visualized were fundamental, systemic, and on a large scale.
Given the scale and scope, it required in-depth conceptualization, detailed designing,
meticulous planning and a major internal change management. The changes covered
all levels and processes. The main elements of the strategy were,
1. Stakeholder Involvement
2. Streamlining of Operations by re-aligning work flows, processes,
accountability and responsibilities
3. Technological Innovation
4. Training
5. Use of social media for promotion

Stakeholder Involvement
 Significant transformation was expected which would impact almost all
stakeholders to varying degrees, their involvement was ensured from the
beginning through brainstorming meetings, feedbacks, and leveraging
experienced senior officials through in-house discussions and capacity
building.
 The participating departments have supported well in delivering their
departmental service through, organizing the trainings to their departmental
staff and following up with the progress of e-Governance Initiative and
adhering to the timelines.
 During the brainstorming, various meetings & discussions, opinion and
feedback opportunities were provided vertically and horizontally for Officers
and staff.
 Engagement and Communication was ensured by including all stakeholders in
regular periodical meetings with all stakeholders.

Streamlining of Operations by re-aligning work flows, processes, accountability

and responsibilities
Corporation has a huge public interface involving multitude of processes. It was
realized that unless the existing processes are re-engineered and reorganized, the
benefits of modernization and IT system would not accrue to either the Government
or public. Therefore, a great deal of emphasis was put on process engineering in
order to simplify and streamline the processes. Many activities were streamlined in
order to bring in an efficient and effective system.

Technological Innovation
 Citizens can avail services through multiple channels, like, Mobile App,
Online, at corporation, Mobilie VAN etc.
 JMC is also setting up KIOSK at various locations. With the help of this
KIOSK, citizen can get access to various services like checking their
municipal taxes and charges, register a complaint, about various municipal
schemes, general information about Municipal Corporation and its

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 Digital Empowerment - A cornerstone for eGovernance

Department, useful information about railway, buses, hospitals and its contact
numbers, etc.
Training
 Weekly basis Training calendar is prepared and communicated to staff of
Corporation office and civic center operators, who can attend the training as
per the schedule. 300 department officials and other operators have been
trained till today.
 Corporation has also provided training to the Staff of Banks to get various
types of collections from the citizen.
 Training has been provided to staff of Hospital to insert various details about
birth and death noted at respective hospital.
 Training has been provided to Engineers, Architectures, and Plan Makers
regarding applications such as layout permission, amalgamation, sub plotting,
building permission, permission for mobile tower etc.
Use of social media for promotion
 In respect for the use of social media for promotion, the collaboration is made
with ICICI Bank, HDFC Bank, Yes Bank and Nawanagar Co-Op. bank to
accept payments of various taxes of JMC and to advertise the same by placing
hoarding outside the bank.
 Regular e-Newsletter is published in Municipal Corporation Website and
Mobile Application covering all the latest Information about corporation.
 A facebook page for Municipal Corporation website has been created and is
regularly updated with latest press notes and releases and the same can be
shared through fshare link of Corporation website.

VALUE INDICATORS
Learnings for Sharing
Earlier System:
 Completely lacking to technology inclusion
 Service delivery systems were manual and opaque
 Difficulties in accessing Government offices mired in tedious office processes
and longer time lags in service delivery
 Scenes of overcrowded government offices
 Long queues and service delays
 In addition, the focus in administration was more on following procedures and
keeping records than catering to the needs of citizens; thus losing the vision
and treating citizen as subject rather than object of development.
New System:
 Technically sound, robust and transparent system for service delivery
 Faster service delivery from several locations, hence no need for citizens to
stand in long queues
 The e-governance concept has become unique and has been welcomed
overwhelmingly by the citizens, businessmen, builders and other institutes,
etc.
 Bar-coded Certificates, Licenses and receipts achieved security of stationary
 Online availability of Certificate, Licenses and payment receipts helped citizen
to avail service without visiting Corporation Office

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 E-Governance at JMC: An Ushering into Digital Era for E-enablement of Citizens

Digital Empowerment
Jamnagar Municipal Corporation covers a total of 125 Sq Km area of Jamnagar City
with total population of about approximately 6 Lac Citizens. E-Governance
Application modules / Solution have been made operational across the entire city of
Jamnagar. With the use of client server architecture, services can be accessed from
any location within the city boundaries. Large numbers of delivery channels are
established in all key locations of the city. This enabled JMC in providing maximum
citizen services nearer to citizen’s door steps / home directly. Modes of receiving
services;
 City Civic Centre(CCC) - A One Stop Civic Shop
 Virtual Civic Centres - Website
 Mobile Application
 Mobile Van
 Bank Counters

Local Language Support

The e-Governance Project of Jamnagar Municipal Corporation was implemented with
strong emphasis of inclusion of local language support. Each of the pages of e-
Governance Modules are bilingual with one language English and the other Gujarati.
Citizen can read as well as feed the details in any of the form in Gujarat as well as in
English i.e. Unicode language.

Future Reforms
 GIS Based Tax Assessment and Recovery System: The challenges of bringing
all assessed and un-assessed properties in the tax net is to be solved by
adopting GIS based property tax assessment and recovery system in the year
2017-18.
 In future, 100% bills will be served with correct addresses through geo-
tagging and GIS-based codes.
 We have a plan to ‘Go Green’ with no physical bills for those who opt for e-
bills and minimize usage of paper through maximum online receipt with
online payment option.
 Special Recovery Squads can be created to recover arrears from top defaulters
by continuously monitoring the recovery, through a Recovery Monitoring
Software.
 Digital Payment Gateway: Collect Property Tax at POS through electronic
payment channels; while physically delivering the bill.

Shri R B Barad, Commissioner, Jamnagar Municipal Corporation, Jamnagar,

Gujarat, [email protected]

Shri Mukesh Varanava, E.D.P Manager, Computer Department, Jamnagar

Municipal Corporation, Jamnagar, Gujarat, [email protected]

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 Online Property Tax Management and Collection System
Bhavnagar Municipal Corporation, Gujarat

M R Kothari and V M Pramar

Project Overview
Online property tax system was implemented by Bhavnagar Municipal corporation
for better facilities to the citizens for paying the property tax, water charges and
modification in their property tax account. Online property tax system offers
integrated and all-in-one delivery of citizen services related to property tax and water
charges levied by the Bhavnagar Municipal Corporation through automation of
workflow, backend digitization, integration of multiple tasks of different
departmentinto single system and process reengineering of the participating
departments and their processes. The main aim to develop the online property tax
system was to give prompt and immediate services to the citizens regarding their
queries and modification in the particular property account. Earlier as the process was
manual, it takes months to complete the process and tax payer had to visit the
Bhavnagar Municipal Corporation office at regular to check the status of application.
Now the stage wise status is available online.

Earlier when there is no online software, at that time, when a single change requested
by property owner in their property requires bulky file to be moved with multiple
copies among Property Tax Department, Water Tax Department, Audit Department
and Computer Department for approval and final update in the record of that
particular property. Hence it will take too much time to process the change request
and it lead to decreasing transparency & faith of tax payer in process/system which
directly affect the income of Bhavangar Municipal Corporation.

Earlier tax payer had to visit the Bhavnagar Municipal Corporation office during
office time only and paid the tax either via cash or cheque only. Especially during the
rebate scheme in the month of April and May, citizens had to stand in the long queue
and spend many hours to make payment of taxes. Also Bhavnagar Municipal
corporation had to deployed huge number of staff for tax collection and also had to
organize the basic facilities for the tax payers. To avoid all this difficulties to the
citizens as well as authorities Bhavnagar Municipal corporation decided to develop
online property tax software to overcome all this problems. Bhavnagar Municipal
corporation also had a tie-ups with various government and private bank for
collection of taxes at their branches at free of cost. So the tax payer can pay the taxes
in the nearest branch from there office/residence.

After launching of this software, the men power utilized for the property tax
collection are become free and those men power were now utilized for tax recovery
whichultimately resulted into increasing income of Bhavnagar Municipal corporation.

Following challenges were faced before the implementation of the project:

 Too much slow process due to manual process
 As it was manual process human errors are more

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 Due to multilayer manual approval system it leads to unnecessary delay

 Lesser transparent due to manual and multiple departments are involved in
approval channel
 No application status tracking is possible in manual process
 Higher authority had no idea about the status of various applications made
by the tax payers.
 For approval process property owner need to visit Bhavnagar Municipal
office multiple times
 In manual process, there are chances of malfunctioning.
 Due physical file based approach, after few years,in some cases file might be
lost or not found when citizen applied for any change in their property.
 Early for Payment citizens had to visit Bhavnagar Municipal Corporation
office only and had to wait for long time to make payment
 There was no payment status tracking mechanism earlier, now Citizens can
track the payment status through SMS.
 When huge number of citizens visit the Bhavnagar Municipal Corporation
for tax payments at that time it was difficult to manage the crowd.
 During the rebate period as there was no other options for tax payment tax
payer has to compulsory visit the Bhavnagar Municipal corporation office
and payment was done in offline mode only. At that time, due to only one
option,long queues were there. So the customer stuck from the entire
problem and walks back without paying the tax and can’t take the benefit of
rebate scheme.
 Extra staff is required to allocate for the tax collection from different
department and due to that regular work of other departments were affected
during the pick months and rebate schemes given by Bhavnagar Municipal
Corporation.

The objectives of the project

1. Online Property Tax Management &Collection System
 Main objective of this project was to facilitate the tax payer to do any
kind of application from anywhere and at any time regarding property
tax. Also allow them to pay property tax from anywhere and at any
time.
 This system is used to implement very complex and scientific taxation
system called Carpet Area Based Taxation in Bhavnagar city.
 System can handle
1) Major modification application like 1/3 benefit, widow relaxation
related benefit, ex-military relaxation related benefit, carpet area
based taxation related other changes etc.,
2) VandhaAraji,
3) Name transfer,
4) Quick and fast implementation of various taxation scheme
approved by higher authority like interest free payment of past year
dues, quick self-assessment of un-assessed properties etc.
5) Deletion of property accounts

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6) Yearly billing
7) Tax collection at Bhavnagar Municipal Corporation collection
counter
8) Online tax collection
9) Tax collection using POS machines
10) Tax collection at different associated banks counter
 This system helps to re-engineer the existing system of property tax
departments.
 This system has de-centralized the property tax collection process.
 It is designed and developed toestablish layer/level based approval
system to bring transparency in the system and remove possibility of
doing mal-practice.
 It is designed to establish single point inward or input the file by
property owner and then all other approval and process are atomized.
 To analyze & monitor the recovery process and based on the analysis
make the recovery process faster.
 Atomized and fast Year-End Process which can quickly give the effect
of any property tax rate change by authority, start the new year’s rebate
scheme, generate demand/bills for each property accounts for the
upcoming financial year, send e-bill to registered users etc.
 Provide very rich types of MIS reports which will help in analyzing and
studying theproperty tax system at whole like property tax payment
from various wards of city, types of application, different types of
application from each ward, per day application and recovery etc. and
based on the study higher management can take the different steps or
moves.
 Due to this system, multiple payment option can be available to citizen:
1. Payment at BMC cash collection counter using cash &cheque
2. Payment at BMC cash collection counter using POS machine
3. Payment at 18 counter of branches of 8 associated banks which are
available in various aria of Bhavnagar city
4. Online payment via BMC website and iOS+Android mobile App
4.1) Payment using Net Banking
4.2) Payment using Credit Card
4.3) Payment using Debit Card
4.4) Payment using Wallet like Pockets by ICICI, AirtelMoney,
mPaisa, MobiKwik, Oxgenetc.
 Only digitized data are moving back and forth in the system at various
level of approval.Totally paper less system which leads to speedy and
prompt services plus status tracking at various levels.
 System generates the log for each and every modification done in any
property. This log helps to check the history of any property account
with a single click without searching a pile of files.
 When file is approved by authority, at the same time SMS is sent to the
property owner with details of application status and payment dues. so
property owner can take the next step immediately

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 Online Property Tax Management and Collection System

 If hard copy is misplaced then citizens reprint the paid receipt with in
the year from online system they need not to visit Bhavnagar Municipal
corporation office
 Digital copy of the receipt is provided to the citizens so they can utilized
the same at anytime
 To save the environment and to emphasize Green Government, if
Citizen who register with their email address withBhavnagar Municipal
corporation, they will get detail bill and offer in their email id at the
starting of the financial year
 Person who register with their mobile number with Bhavnagar
Municipal corporation, they get bill details and offer if any in the form
of SMS at the starting of the financial year
 System design in such way that lay men can operate the system. User
friendliness is achieved.
 Two way authentication system in which user has to first login using
their username/password, once username/password is successfully
verified, user has to verify their Thumb to logged-in into the system
which make the system more secure and robust. When user successfully
gets logged-in, he/she gets SMS to allow them to prevent from any un-
authorized access of his/her account with the system.
 This system allows citizen to verify self-assessment of their property
before applying for assessment via BMC’s property tax department.
 Login is provided to TD/TP department, so that when property owner
gets building plan completion certificate from TD/TP department,
TD/TP department can raise a new assessment for the same property to
avoid un-assessed property in city.
RESULTS INDICATOR
a. e-Services and Volumes
Name of e- Vol. of services year-wise (No’s)
Service
Online payment
2014-15 2015-16 2016-17
No of No of No of No of
Applicat application Applicatio applicat
ion Solved n ion
Solved
1 Major Updation -- 3956 2977 12387 10048
application
2 Cancellation -- 934 933 4328 4319
application
3 New assessment -- 2294 1500 7518 4457
4 Vandhaarji -- 210 196 211 195
5 Minor Change & -- 3182 3165 7581 7488
Name Transfer
6 No Of Tax payer - 165 6,524 20,582
Online
7 No of Tax payer 373 33,902 49,454
@ Bank

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b. e-Services of 2016-17 through various delivery channels (% of volume)

On line
1 Major Updation application 12387
2 Cancellation application 4328
3 New assessment 7518
4 Vandhaarji 213
5 Minor Change & Name Transfer 7581
6 No Of Tax payer -Online 20,582
7 No of Tax payer @ Bank 49454

Description of e-Services
Benefit to citizen
• Priority not given to any person work on first come first serve fundamental.
• Transparency due to online application status tracking and multi-level
approval system.
• Faster approval of application at various level as it is online and faster
payment
• Speedy approval of various application of property
• Anywhere & anytime accessibility.
• Eliminates the Human Errors.
• Simplification of procedure and process.
• SMS for bill details and status of application and payment
• Alerts through SMS pending bills
• Scheme information alerts via SMS to tax payer
• Pay tax at convenient time and place near to office or residence at bank
• Online payment using variety of channels/options.
• During the whole year tax payer can download the tax paid receipt

Benefit to Authority
• Totally paperless approach instead of wasting money, time and energy on
making multiple copies of updation forms for multiple levels of approval
• As offline system is manual so there is no tracking of application result in
unnecessary delays and sometimes file may be misplaced or block/dispose at
some level of approval.But with the help of single windows system once file
in the office level wise tracking is possible so it resolve the entire problem.
• Need not manually check each documents.
• Less manpower for tax collection
• Not required to manage huge crowd at Bhavnagar Municipal corporation
office during the pick months and special schemes
• Man power utilized in recovery process so the income of Bhavnagar
Municipal corporationraised
• As collection process is de-centralized, day to day cash collection process
become simple, easier and smooth.
• Easy to reconciliation the income
• Vide variety of MIS reports to analyze the current scenario in property tax
system

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 Online Property Tax Management and Collection System

• History of any property account is available with just single click, no need to
waste time in finding files in big bunch and pile of files.
• Number of un-assessed properties decreased, as when completion certificate
issued by TP/TD department, same department start assessment process by
doing simple entry in this system.
• Recovery process become more effective and fast due to vide variety of MIS
reports become available to analyse the current situation of property tax
collection in the whole city.
• Very complex and lengthy year-end process become very simple and fast.

Implementation
Implementation of this Property tax system is being very useful to citizens and tax
payer of Bhavnagar Municipal Corporation.

a. Implementation Coverage as on today

 Major modification application like 1/3 benefit, widow relaxation related
benefit, ex-military relaxation related benefit, carpet area based taxation
related other changes etc.,
 VandhaAraji,
 Name transfer,
 Quick and fast implementation of various taxation scheme approved by
higher authority like interest free payment of past year dues, quick self-
assessment of un-assessed properties etc.
 Deletion of property accountsOnline all form free of cost
 Status Update & Tracking
 Recovery process(Demand and Japti management)
 Level/layer wise approval
 Automized year-end process
 Wide variety of MIS reports for authorities
 Log management of each and every transaction if tracking is required in
future
 SMS Alert at various stage
 Two level authentication (1.user name & password 2. Thumb impression)
 Integration of multiple departments for the approval of an application(
departments involves are PRO, Property Tax, Water Tax, Audit, Deputy
Commissioner and Commissioner)
 Online bill print
 Online receipt generation
 Online payment
 Tax collection using POS machines
 Online payment status tracking
 SMS Alert for payment
 SMS Alert for pending dues
 SMS Alert for various schemes
 Payment of tax at various branch of bank near to their office or residence

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 Digital Empowerment - A cornerstone for eGovernance

b. New Services / Enhancements

 Bhavnagar Municipal corporationis planning to conduct GIS mapping of the
city and GIS will be integrated with property tax system. Using this, BMC
can do property tax collection, recovery, new assessment related analysis
using GIS map of Bhavnagar City.
 New villages are added in the Bhavangar Municipal Corporation will be
added in the tax collection system.
 More MIS reports.
 Strengthening online payment reconciliation

ENABLER INDICATORS
Government Process Re-Engineering
The whole desktop based process was convert to online system

Change Management in terms of Leadership Support

Multi-level training was arrange for Bhavnagar Municipal corporationOfficial and
staff of various department who will be the part of approval system for
implementation of the software early stage it was difficult for staff to accepted the
online system as they were not aware of system and not ready to accept the change
,but higher authority step by step support the user and implemented the system.
Multiple training was organized for the back staff for collection of taxes at their
braches and also for citizens frequently ask questions and user manual is uploaded on
website.

Process re-engineering
Manual updation system was totally closed and all the changes are done in the online
system only. Various stage wise approval system on single click. Government process
reengineering is done in such a way that only 2 higher level authority having a power
of rejection of an application all other user only need to approve with necessary
changes if needed. Due to this lesser rejection and malfunctioning was stop also
system react faster.

Before Online property tax software implementation tax payers physically come to
office hours only after implementation taxes can be paid at anytime from anywhere.
And also for any application regarding property tax account person have to come to
check the tracking of application. In case of receipt misplace by the tax payer then
minimum a week is required to take from Bhavnagar Municipal corporationoffice in
term of offline. But now they can take with single click via online property tax
software during the financial year. Log management system was implemented so that
user wise transaction can be maintained. Tracking of Demand and japti was
maintained online which help the higher authority to track the status and it was useful
for increase in overall income of Property tax department

Pending due and scheme information are only known to the tax payer when they visit
the Bhavnagar Municipal corporationoffice and spend hours for the same that was
earlier scenario now it turn into a task of fraction of seconds they get this all alerts

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 Online Property Tax Management and Collection System

and scheme information via SMS through Bhavnagar Municipal corporation officials.
To boost Online payment Bhavnagar Municipal corporationhigher authorities decided
to give extra rebate on plastic payment option during the rebate scheme.

Capacity Building
Municipal Commissioner by an official order instructed all official of BMC to
completed the process of property tax application approval system through online
only and completed process at all stage must be done online only. Tax payer can view
online status of his file on BMC Website. Pending File Status can be viewed by
higher authority of BMC.

Tax payer where not ready to accept the online payment system as had very less
trust,but Bhavnagar municipal Corporation support and solved the query of tax payer
immediately and year to year no of tax payer was raised as trust was developed by
Bhavnagar Municipal Corporation. To motivate tax payer Bhavnagar Municipal
corporationhas giving special extra discount on the online property tax payment

VALUE INDICATORS

Main objective of this project was to facilitate the tax payer to do any kind of
application from anywhere and at any time regarding property tax. Also allow them
to pay property tax from anywhere and at any time. This system is used to implement
very complex and scientific taxation system called Carpet Area Based Taxation in
Bhavnagar city.

System can handle

1. Major modification application like 1/3 benefit, widow relaxation related
benefit, ex-military relaxation related benefit, carpet area based taxation related
other changes etc.,
2. VandhaAraji,
3. Name transfer,
4. Quick and fast implementation of various taxation scheme approved by higher
authority like interest free payment of past year dues, quick self-assessment of
un-assessed properties etc.
5. Deletion of property accounts
6. Yearly billing
7. Tax collection at Bhavnagar Municipal Corporation collection counter
8. Online tax collection
9. Tax collection using POS machines
10. Tax collection at different associated banks counter

Property tax online system aims to make Bhavnagar municipal corporation property
tax approval services accessible to the Citizens through online ensuring efficiency,
transparency & reliability of such services.
Major value indicators are listed below:

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 Digital Empowerment - A cornerstone for eGovernance

• Due rapid urbanization number of property was increasing day by day and it
was difficult for Bhavnagar Municipal Corporation to handle huge paper data
and do assessment of newly added properties
• Tax Calculation rules of Carpet based taxation systemvery was complex, by
implementation this system, tax calculation become automatic and simple for
BMC staff.
• Remove time wasting and long wait of Manual processes
• This system provides visibilityto the process
• De-centralization of tax collection
• Layered/level based approval system improves transparency in system, also
decreases the issues of mal-practices.
• Sharp and analytical watch on whole system by higher management becomes
possible.

Learnings for sharing

Pre‐deployment scenario:
 Citizens need to visit the departmental offices again & again to avail the
services.
 File tracking system was available to tax payer compulsory visit Bhavnagar
Municipal Corporation office to know the status of application.
 Due to manual inward and approval process lot of paper work was to be done
with signature of no of Authority
 There was no payment status tracking mechanism earlier.
 Tax payment counter was at Bhavnagar Municipal corporationmain office and
citizens have to compulsory come there for tax payment and wait in long
queue
 Bhavnagar Municipal Corporation had to deploy huge staff for the tax
collection window
 Multiple level of inward application which was difficult to track

Post deployment benefits:

 Online File Status was available to applicant
 Multiple layer online approval system in a single click was implemented
 Easy and quick response to applicant
 Higher lever authority can get multiple level MIS report which help them to
make decision
 Payment Gateway
 Payment Status Tracking
 SMS as soon as tax is paid online / offline
 Citizens can pay tax online at their convenient time
 Citizens can pay tax offline at various bank branch near to their office /
residence
Digital Empowerment
 Online access
 Transparency
 Increased the income of Bhavnagar Municipal Corporation

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 Online Property Tax Management and Collection System

 Avoids direct interaction

 Tracking the information
 Acknowledgement via SMS
 Digitization of receipt and bills

Green e-Governance
1. For a single minor or major change in a property hug number of papers like
updation and other documents was used by implementation of this online system
very less number of paper are used
2. To initiate the green e-Governance Bhavnagar Municipal Corporation offered
the citizens of Bhavnagar city to get e-bill through the email which are
registered with Bhavnagar Municipal Corporation.
3. Bill dues and special offers are conveying via the SMS to save paper and go
green.

Shri M R Kothari, Commissioner, Bhavnagar Municipal Corporation, Gujarat.

[email protected]

Shri V M Parmar, EDP. Manager, Bhavnagar Municipal Corporation, Gujarat.

[email protected]

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 Online e-Mutation Implementation under NLRMP for
District Akola
Office of the District Collector, Akola & National Informatics Centre,
Maharashtra State Unit, Govt. of India

Rajesh Khawale and Nitin Vishnu Choudhari

Project Overview
The project involves switch over from Offline Land Records e-Mutation processing
using Land Records Management System (LMIS) implemented in 2001-02 under
Computerization of Land Records (CLR) scheme to online Land Records processing
with Online e-Mutation under National Land Records Modernization (NLRMP)
scheme.

Introduction
NLRMP is implemented in Maharashtra by Revenue & Forests Dept with the help of
National Informatics Centre (NIC). Settlement Commissioner & Director of Land
Records, Pune is the nodal agency and implemented scheme through Collectors &
NIC.

Scope
Earlier in Offline Land Records e-mutation processing in Land Management
Information System (LMIS) at Taluka Level, it was very difficult to continue the
Land Record services due to Linux server incompatibility with latest hardware,
reduced transparency , Impure Records, Tedious process of e-Mutation ,Maintaining
Sophisticated Technology at Remote level. Looking into the problems faced in offline
Land Records Processing there is large scope in online e-Mutation processing with
improved service delivery, increased throughput, cost effective solutions,
transparency, accuracy, optimization of technical and environmental resources with
effortless deployments ,backup and disaster recovery using the technologies of
Virtualization ,using area over network as Virtual hub, cloud like services etc.

Challenges
For switching from offline CLR to NLRMP for online processing we were facing
major challenges related ISCII Data conversion from IBM Db2 database on Linux
server to Unicode PostgreSQL database from the old LMIS and others problems like
purification and validation of 7/12 records etc. and connectivity at remote locations
for online processing of e-Mutations.

Process
Instead of using traditional techniques we used single computer system logically as
multiple computer systems and complete virtual computer system as an object by
using technologies of Virtualization, Server Consolidation, software hardware
portability with effortless deployments, backup and disaster recovery to convert
complete area over network as virtual hub and achieved improved service delivery,
increased throughput and cost effective solution for the switch over from offline CLR
to NLRMP for online processing.

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 Online e-Mutation Implementation under NLRMP for District Akola

Present Status
With this we have smoothly continued the offline Land Records services smoothly as
well as to switched over to online processing of land records services with online e-
Mutation services within a short span of time. Akola is the first district in
Maharashtra online Mutation started for taluka Telhara from August 2014 and first
district with all taluka’s with online e-Mutation processing from Feb 2015 and is one
of the top most leading district in online e-Mutation with 107573 online e-mutations.
As on 15 Aug 2017 Akola is the top most leading district in online e-Mutation
processing with the accurate updated data.

The techniques used and the FOSS like ready usable Virtual Machines have very
strong contribution in all over state for continuation of offline land records services
under LMIS as well as in background for online processing in the form of ISCII Data
conversion from IBM Db2 database on Linux server to Unicode Postgre SQL
database from the old LMIS which is the major step of data base conversion in
switching over from offline processing to online processing. This way it’s the major
contribution of NIC, Akola in online processing all over the state.

For this innovation we have everything less , less technical experts only two, less
required technical infrastructure, less trained technical human resources, and as there
are very weak chances of getting it, there is only way remained is to use technology
innovative way to use available resources virtually to get the work done. We used
Virtualization, Server Consolidation, software hardware portability with effortless
deployments, backup and disaster recovery and achieved improved service delivery,
increased throughput and cost effective solution for concrete and effective e-
Governance.

Online Resources
The Complete details of online e-Mutation Implementation under NLRMP for Akola
are available at the web site link http://akola.nic.in/em.htm as below:
 Online e-Mutation Implementation under NLRMP for Akola
 Presentation - Online e-Mutation Implementation, Akola
 Online e-Mutation Process-Presentation
 Talathi Online e-Mutation, Akola-Video

Key Reasons for filing Nomination

1. Innovative technical concepts planned, designed and get effectively
implemented and analyzed by NIC, Akola.
2. Capacity building of the staff working at Remote village level to handle
innovative technologies.
3. Contribution of NIC, Akola in the implementation of NLRMP all over the
state of Maharashtra with Virtualization, server Consolidation, Development
of Cloud of FOSS like ready usable VM’s of Server and clients of Distinct
OS. Using cloud like services with complete Virtual Machine as a service.

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 Digital Empowerment - A cornerstone for eGovernance

RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Online Distribution of 7/12 511555 653447 298664 ( Till
extracts Dec 2016 )
Online Distribution of 8A 276688 371592 165552 ( Till
Extracts. Dec 2016 )

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line Web CSCs
Online Distribution of 7/12 extracts
- 298664 ( Till Dec 2016 )

Online Distribution of 8A Extracts. - 165552 ( Till Dec 2016 )

The abovementioned services are delivered during cabinet meetings and

implementation status follows up.

Description of e-Services
In present scenario all problems overcame with secured online e-Mutation processing
within short span with
 Purification of 121073 7/12 records of 1009 villages of seven Taluka’s of
Akola District
 Akola is the first District in the State Of Maharashtra with online e-Mutation
started for all Talukas from 23rd Feb 2015.
 The Telhara Taluka of Akola is one of the first Talukas in the state of
Maharashtra for which online e-Mutation started from 1st August 2014.
 Till Now Akola is the top leading district in the state of Maharashtra with
107573 online e-Mutations.
 Online Distribution of 1101467 7/12 extracts and 619078 8 A extracts to
Citizens though 202 Maha-online Maha e-Seva Kendra Common Service
Centres in last 2 years.
 Citizens can view the 7/12 and 8 A extracts online from the centralize website
http://mahabhulekh.maharashtra.gov.in/
 Users Talathis’s ,Circle officer , Taluka DBA can process the all types of e-
Mutations activities (e-Mutation, Edit Module, Pending mutation updating,
Data Correction, Crop Updating, pdf generation, users creation/updating ,
DBA tool activities, e-Mutation MIS report, Helth Card System etc), online
from any location at any time using their secured DSC, Registered user login
and Sewarth id, VPN Connectivity.
 No need to maintain manual records including mutation register.
 At any stage they can take the status of e-Mutation and pendency.

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 Online e-Mutation Implementation under NLRMP for District Akola

 Taluka Tahsildar offices and Taluka DBA’s have need not to maintain any
backup, disaster recovery and sophisticated software / hardware technology.
 Unicode with Marathi language localization.
 Centralized Server at State Data Centre(SDC) with Operating System: RHEL
AS 5.0 DBMS: Postgre SQL 8.3
 Client Application Server : Windows Server Operating System with latest IIS
based Web application using .NET(C#,VB)
 Data base : Postgre SQL 8.3 , Unicode , hosted Taluka-wise
 Backup Server: Standby application backup server as well as database
backup server at SDC.
 Ease of backup and disaster recovery.
 Provides online, Modern, Comprehensive and transparent land records
management system
 A single window to handle land records including the maintenance and
updating of textual records, survey and settlement operations and registration
of immovable property.
 Automated, online various land records department services ensuring easier
access to the information and eliminating corruption
 Easier, online access of land data and details to land administrators, planning
authorities and citizens.
 Secured, authenticated system to handle confidential land records data
 Deliver online services to its stakeholders in a modern, efficient and client-
service oriented manner.
 Better and faster online citizen service delivery
 Reduced hassles for citizens by providing requested data online easily
 Increased efficiency to department officials by improving the access to land
data online
 Facilitates easy maintenance and updating of the changes occurring in the land
data base online
 Comprehensive scrutiny to make the land records tamper-proof,
 Provides data support for implementation of development program
 Facilitates preparation of annual set of records accurately for recording details
such as collection of land revenue and cropping pattern
 Facilitates collection/completion, supply of all information in reply to variety
of standard and adhoc queries on land data
 Provides purified , updated accurate database for Agriculture Census

Used advanced innovative computing technologies for resource Optimization using

Process isolation, Virtualization, Server Consolidation, clouds of Virtual Machines,
Secured data Centre, Hybrid Dissemination, Software hardware, portability, Using
area over network as a Virtual hub, Leverage of shared network NICNET and SWAN
and achieved improved service delivery, increased efficiency and cost effective
solutions with Effortless deployments, Easy backup, Disaster recovery, Minimized
technical efforts and exercises

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 Digital Empowerment - A cornerstone for eGovernance

Implementation
Implementation Coverage as on today
Coverage – Geographical and Demographic
 Comprehensiveness of reach of delivery centres: The complete e-Mutation
process and delivery of the 7/12 and 8 A extracts to citizens is online based on
internet , for the all the 1009 Villages of seven Talukas of the Akola District
can and be operated and delivered from anywhere location anytime.
 Number of delivery centres: 286 Talathis and 51 Circle officers and 202 Maha
e-seva Cetres.
 Geographical:
National level – Number of State covered - 01
State/UT level- Number of District covered - 01
District level- Number of Blocks covered – 07
Specific details:
State - Maharashtra
District - Akola
Blocks - Akola, Akot, Patur, Murtizapur, Balapur, Barshi Takli, Telhara
 Demographic spread (percentage of population covered): 100 % population of
Akola District in the state of Maharashtra covered
 Stake Holders: Land Records Processing Offices of Taluka Tahsil Offices in
Akola District. Sub Registrar Offices in District, Akola at District Level and
Taluka level

New Services / Enhancements

Online Data Correction with EDIT module and Re-Edit Module from 2016
implemented for 100% accuracy of Land Records. Distribution of 7/12 and 8A
extracts by online Kiosk is Operational from 15 Aug 2017 for the improved service
delivery.

ENABLER INDICATORS
Virtualization
Using Single computer as multiple computers and using complete computer system as
an object.
 Server Consolidation
 Effortless deployments, easy backup and Disaster Recovery by using FOSS
like ready usable and user customizable Virtual Machines of Distinct
Operating Systems.
 Secured data Centre
 Software hardware portability
 Leverage of shared network.
 Using area over network as a Virtual hub.
 Hybrid Dissemination

Capacity Building
Training of ICT technologies with regular workshops to 286 Talathis and 51 Circle
officers and DBA’s of Taluka on all applications of e-Mutation Software including
processing various type of e-Mutations online, Registration into e-Mutation software

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 Online e-Mutation Implementation under NLRMP for District Akola

using DSC, golu character cleaning, Data correction, DBA Tool handling, User
registration into e-Mutation application using Bio Metric device and DSC, VPN
Handling, updating pending mutation and crop, Online data updating using EDIT
module and RE-EDIT module etc. , Unicode, Remote desktop, handling and using
laptop, DSC, Data card and other ICT Devices. Regular workshops arranged for
Talathi’s, Circle Officers, DBA’s for using Unicode, handling DSC’s, Remote
Desktop software’s handling like Ami Admin, for problem solving through Help
Desk Pune Team, email communications handling

Secured Online Processing with Digital Signature Certificates

 The Application is hosted at the secured State Data Centre having the
additional backup application server and backup database server with easy
backup and disaster recovery.
 Secured online processing of e-Mutation activities using secured DSC,
Registered user login and Sewarth id with VPN connectivity / National
Network NICNET / State Wide Area Network SWAN.

Bulk digital Signing on 7/12 using HSM

The digital signing of the 7/12 one by one using DSC is time consuming therefore the
(Hardware Security Module) HSM is used for bulk digital signing of the 7/12 for the
online distribution of the digitally signed 7/12 and 8A extracts to the citizens.

Purification of Records with data verification and Validation

 Purification of 121073 7/12 records of 1009 villages of seven Taluka’s of
Akola District by taking special drive of updating data into computerized
record from the manual records.
 By using the data correction tool utility by clearing 14 different reports.
 Online data updating by using online EDIT module
 Online data updating by using online RE-EDIT module

VALUE INDICATORS
Learnings for Sharing
As the size and complexity of modern computing systems keep increasing to meet the
demanding requirements of performance applications, manageability is becoming an
important concern to achieve both performance and productivity computing. For
utility computing for effective e-Governance the various computing technologies are
useful for the optimized use of the all type of resources to achieve testing and R & D,
new effortless deployments, basic system administration, adaptability, scalability,
new models of service delivery, efficiency, enhancement, user convenience,
sustainability, and leverage of shared government infrastructure, for the improved
service delivery, increased throughput, increased efficiency and get the cost effective
solutions for the effective e-Governance. However to deliver the maximum
throughput requires careful attention toward system details for the minimal loss of
CPU performance and I/O efficiency. This work suggests a deigned attempt to deliver
the maximum throughput using technical resource optimization with improved and
cost effective e-governance services. The involvement of technologies like
virtualization, consolidation and cloud computing and adoption of free and open
source software in designing and deploying e-governance will lead towards

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 Digital Empowerment - A cornerstone for eGovernance

maximum throughput using resource optimization with reduction in total cost

associated with both hardware as well as software. Therefore it reduces the financial
burden abide by the state and central governments. For ensuring the effectiveness of
e-governance projects the traditional framework and approach of delivery mechanism
needs to be reengineered. The impact of any e-governance project depends upon its
utilization by the concerned group and hence there accessibility needs to be enhanced
drastically

Digital Empowerment
 Unicode Marathi Language Localization.
 Citizens can view the 7/12 and 8 A extracts online from the centralize website
http://mahabhulekh.maharashtra.gov.in/
 Provides online, Modern, Comprehensive and transparent land records
management system
 Users Talathis’s, Circle officer, Taluka DBA can process the all types of e-
Mutations activities (e-Mutation, Edit Module, Pending mutation updating,
Data Correction, Crop Updating, pdf generation, users creation/updating ,
DBA tool activities, e-Mutation MIS report, Helth Card System etc), online
from any location at any time using their secured DSC, Registered user login
and Sewarth id, VPN Connectivity.
 No need to maintain manual records including mutation register.
 At any stage they can take the status of e-Mutation and pendency.
 Taluka Tahsildar offices and Taluka DBA’s have need not to maintain any
backup, disaster recovery and sophisticated software / hardware technology.
 Unicode Marathi Language Localization.

Green e-Governance
Optimized use of Technical resources by using innovative technologies all over the
state of Maharashtra with Virtualization, server Consolidation, Development of Cloud
of FOSS like ready usable VM’s of Server and clients of Distinct OS. Using cloud
like services with complete Virtual Machine as a service with effortless deployments ,
easy backup and disaster recovery to save and optimized use of environmental
resources Power, space, Furniture, Vehicles, Air pollution etc.

Shri Rajesh Khawale, District Domain Expert & Dy. Collector (Land Records)

Shri Nitin Vishnu Choudhari, Scientist D and District Informatics Officer, National
Informatics Centre, Maharashtra State Centre, Govt. of India, [email protected]

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 Widening of the user base for GHMC
Trade License Fee through Advanced Data Mining
Greater Hyderabad Municipal Corporation

B Janardhan Reddy

PROJECT OVERVIEW
This project demonstrates progressiveness in the government’s approach through use
of innovative and evolving technologies. The government ventured into an uncharted
territory and established linkages in the user databases of different databases even
when different databases do not have common unique identifiers. The project resulted
in plugging the revenue leakages through reconciliation of data available with
different departments. The project helped identify new entities which though were
registered with Sales department, were not registered with GHMC for Trade License.
The project started off with coordinating with multiple departments to collate their
user database. This was driven by the leadership at the highest level in the
Government of Telangana. The projects involved use of IPIH tool to compare the
source database of GHMC Trade License with relevant target databases i.e. databases
which were matched with the entries of the source database to establish the true
nature of the entries in the source database.

It was proposed that GHMC use information from external sources for widening and
deepening of the user base for Trade License Fee. The most relevant external data
source was identified as database of tax payers who pay VAT (Value Added Tax) or
TOT (Turn Over Tax) in the Sales Tax department. As per regulations, all entities
paying VAT or TOT should pay Trade License fee. Hence, a list of VAT and TOT
tax payers was obtained from Sales Tax department which was then analyzed for
identification of entities which are paying VAT or TOT but are not paying Trade
License Fee.

RESULTS INDICATOR

Name of eServices Volume of Service in 2016-17

Identification of organizations - Trade license collection is Rs 42 Cr, a
that are not paying Trade 50% YoY increase
License, GHMC - Number of tax payers has seen a 79%
YoY increase

Note: This service is meant for internal usage of the departments but not as a citizen
service.

Description of e-Services
A platform called Integrated People Information Hub (IPIH), Citizen 3600 has been
developed by Government of Telangana (GoT) which enables advanced analytics on
a group of very large databases by establishing linkages based on non-unique IDs like
name, fathers name, addresses, Date of birth, etc. IPIH platform has been built using
data bases of all Government departments and is open for all departments of GoT to
be used for multiple objectives likes
 Increasing the tax collections

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 Digital Empowerment - A cornerstone for eGovernance

 Reducing leakages in welfare programmes and targeted beneficiary

identification
 Certificate less Governance
 Smart Law enforcement

GoT has used IPIH Citizen 3600 to improve tax collections in Greater Hyderabad
Municipal Corporation (GHMC): Identification of organizations that are not paying
Trade License.

IMPLEMENTATION
The avoidance of Trade License Fee by entities was taken seriously at the highest
level of the government. Subsequently, a clear roadmap was charted out to increase
the compliance of entities with extant GHMC regulation. The first step was to
formulate clear hypotheses which will help align the objectives of all subsequent
activities:
 For Trade License, there exist entities which are evading the Trade License
Fee in GHMC area.
 Many of the entities which are evading Trade License Fee may have been
registered with Sales Tax Department.

Subsequently, a high-level committee comprising senior officials of various

departments was constituted. All the departments agreed to work jointly towards
achievement of the all activities planned as part of the implementation roadmap.
During the project execution, the database of GMHC Trade License was compared
with other relevant database like VAT tax payers data base, TOT tax payer base to
identify those entities which, though are paying VAT/TOT, are not currently paying
Trade License Fee. To achieve above, GoT’s IPIH tool was utilized wherein, database
of GHMC Trade License was compared with databases of State’s Sales department.
The tool helped in identification of those entities which are paying sales tax but are
not paying Trade License Fee to GHMC. The identification of entities which were
evading Trade License Fee was followed by an on-ground drive to verify the findings
of the IPIH tool. The findings of the IPIH tool were found to be highly accurate. The
cases successfully verified were issued notices by GHMC.

a. Implementation Coverage as on today

The project implementation covered jurisdiction of Hyderabad municipal area which
has an approximate population of 100 million.
b. New Services / Enhancements
Department is planning to develop a more extensive approach by exploring other
sources and factors which can be used for identifying the commercial properties.

ENABLER INDICATORS
Context-based Relationship Discovery
The databases of different departments lack unique identifiers. Hence, the only way
to establish linkages in records is through using alternate attributes like Name,
Address, Name of Family Members, etc. which typically suffer with variations and
transcription errors. The difficulty of name matching arises from the wide variety of

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 Widening of the user base for GHMC Trade License Fee…

possible orthographic variations of names. These variations can take a number of

different forms.

For e.g., different databases may have different versions of a name “Allam Ailiah
Yadav”,

Split name/Concatenation AllamAiliahYadav

Order of writing Ailaiah Yadav Allam
Abbreviation A A Yadav
Spelling AllamuAilliah Yadav
Missing/Extra parts A Ailiah

This variation makes the record linkage extremely difficult. IPIH has been designed
in a manner to overcome this challenge.

Master Data Management and Data Mining

 The project involved comparison of huge databases of multiple departments with
varied entries of same citizen/organization.
 The methodology adopted for the establishing linkages in different databases was
highly advanced as the databases lacked common unique identifiers.

Inter-departmental collaboration
The initiative required collaboration between various departments of Govt of
Telangana. Prior to the implementation of the initiative, various departments
maintained their databases separately which prevented mapping of users in different
databases. The use of IPIH Citizen 360 enabled establishing of linkages in databases
of different departments.

VALUE INDICATORS
Learnings for sharing
At an overall level, the project has resulted in increased awareness among citizens
and organizations towards the necessity of being compliant to the government
regulations. From the citizens/users perspective, the project is expected to result in
increased voluntary compliance. From the government perspective, the departments
are now equipped with state-of-the-art tools to control the incidents of tax/fee evasion
by entities. This not only enables better capturing of data which helps in better
planning of government activities, it also results in increased revenues to government
departments which allows smoother and quicker implementation of planned
activities. The project resulted in identification of entities which have been evading
the Trade License fee for a very long time and bringing them in the tax net. As a
result of the project, Trade License Collections saw an increase of 50% from 28.6 Cr
to 42 Cr for 2016-17 FY. The number of tax payers grew from 42,836 to 76, 622 - a
79% increase. These are highest ever figures for GHMC and there was no change in
tax rates for the period mentioned.

Digital Empowerment
Previously, departmental information about a citizen or organization or a property
resided in silos which prevented effective use of users data in multiple databases. The

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 Digital Empowerment - A cornerstone for eGovernance

major reasons being the lack of unique identifiers across the department and the
format of data storage varies widely from department to department. With the advent
of IPIH Citizen 360o, the cross-departmental information can be used in an effective
manner to ensure there is no leak of revenue for departments. The departments have
been empowered to use data residing in the databases of other departments to bring
out insights and take appropriate actions.

Green e-Governance
The initiative included use of computing to map the large databases of different
departments. In the process, the use of paper was minimized as may have been the
case if the initiative were to be implemented manually.

Dr B Janardhan Reddy, IAS Commissioner GHMC [email protected],

[email protected]

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 Police Work Force Management System
Aadhaar enabled Biometric Attendance System
Commissioner of Police, Hyderabad, Government of Telangana &
Centre for Good Governance, Hyderabad

M Mahendar Reddy, V V Srinivasa Rao, K Sreenath Reddy,

Rajendra Nimje and Jyothi V

PROJECT OVERVIEW
A real-time web based system Police Work Force Management System is
envisaged by Hyderabad City Police (HCP) to increase internal efficiency and
accountability of the staff of the Commissionerate. HCP is one of the Authentication
User Agency (AUA) to UIDAI to avail Aadhaar Authentication services for demo
authentication, biometric authentication, best finger detection, Iris and eKYC.
Presently, HCP has successfully migrated to version 2.0 and attendance is being
captured in smooth manner. Centre for Good Governance (CGG) has designed and
deployed the required Software for HCP.

Objectives
a) Creation of Employee Database and validation of employee Aadhaar No.
with SRDH Aadhaar Data
b) To capture the Aadhaar Biometric attendance of employees.
c) To Apply/Sanction/Cancel/Reject of Leave Process in Online
d) Online File Monitoring System. This system facilitates generation of
different Documents like office Order, Proceeding, Memo, U.O. Note,
Regular Letter, Fax Message and Endorsement
e) To generate order book at PS level
f) To facilitate transfers of employees
g) To track daily progress by mapping Process Areas and Activities of
employees
h) Home Guards Salary Generation
i) MIS Reports

Nomination
The System aims to enhance internal efficiency of staff.
As this application has the new interventions & technology, Centre for Good
Governance decided to nominate this project. The project was initiated in December
2014. The initial discussions were held with the Commissioner of Police, Hyderabad
and his team to collect detailed requirements to study and series of interactions &
Meetings conducted for understanding the processes.

Stakeholders
 Commissioner office Staff
 Commissioner office Ministerial Staff
 Employees
 Station House Officer (SHOs)
 Assistant Commissioner of Police (ACPs)
 Deputy Commissioner of Police (DCPs)

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 Digital Empowerment - A cornerstone for eGovernance

Document Generation Report As on Today

Abstract Documents Reports
Orders Proceedings Memo
Sl. Wing/
Generated Signed Pending Generated Signed Pending Generated Signed Pending
No. Section
1 ACP 0 0 0 402 342 60 4 1 3
Car
2 3530 3507 23 448 441 7 0 0 0
Sections
CP
3 9228 9152 76 3755 3628 127 2095 2077 18
Sections
CSW
4 112 97 15 3 1 2 0 0 0
Sections
DCP
5 6590 6494 96 248 227 21 1 0 1
Sections
DD
6 432 432 0 18 18 0 1 1 0
Sections
HG
7 248 242 6 47 47 0 0 0 0
Sections
SB
8 447 447 0 9 9 0 0 0 0
Sections
9 SHO 0 0 0 306 225 81 23 2 21
TF
10 556 373 183 0 0 0 0 0 0
Sections
TR
11 1098 1097 1 21 21 0 0 0 0
Sections
Total 22241 21841 400 5257 4959 298 2124 2081 43

RESULTS INDICATOR
Hyderabad Police Portal application can be accessed by their staff from anywhere
using internet connection; it eliminates Drudgery & tedious hours of manual work
and maintaining and tracking of bulky records. This also eases the Commissionerate
day to day activities. It allows for smart planning, hence taken up to increase the
internal efficiency of staff to avoid delay in manual process. The Aadhaar enabled
Attendance system is using Registered Device services and successfully migrated to
Aadhaar version 2.0 authentications are done on daily basis.

The implementation of above Monitoring Systems for Hyderabad City police, have
successfully brought the following benefits.
1. Internal efficiency of staff has improved to a great extent and finally service
delivery is improved.
2. Hassle Free Leave approval and reduction in drudgery kind of work. It
eliminates tedious hours of manual work and bulky records, effortless
tracking.
3. Transparency in File no. generation & Document generation. Employee can
download any relevant office documents from their work place.
4. 24X7 access to system improved service delivery and workflow based services
facilitates instantaneous MIS.
5. This application acts as a single window to access services details of
employee.

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 Police Work Force Management System - Aadhaar enabled Biometric Attendance System

Aadhaar Attendance Advantages

1. Real-time Attendance & Genuine attendance is recorded
2. Prevent proxy punching due to linking with Aadhaar data
3. Track entry time exit time monthly attendance.
4. Tracks reporting and Movement of the employee

Key Performance
There are four very important types of services are given below in the table:

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Online Leaves - 14,046 40,448
Aadhaar based bio-metric attendance - 3,806 23,36,608
Aadhaar Attendance transactions - 6,391 35,17,665
Order - 7,960 10,388
Proceeding - 2,447 1,961
Memo - 673 1,222
Regular Letter - 511 703
U.O. Note - 184 178
Fax Message - 90 81
Endorsement - 2,986 3,297
Corrigendum - 1 1
Out of State Permission - 207 58
Notification - 46 201

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line Web
Online Leaves 100%
Aadhaar based bio-metric attendance 100%
Aadhaar Attendance transactions 100%
Order 100%
Proceeding 100%
Memo 100%
Regular Letter 100%
U.O. Note 100%
Fax Message 100%
Endorsement 100%
Corrigendum 100%
Out of State Permission 100%
Notification 100%

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 Digital Empowerment - A cornerstone for eGovernance

Description of e-Services

SHO Services
Sl.no Service Description
SHO can attach employee to other office locations
1 Attach Employee
(SH/Division/Zone/Wing)
Change Employee SHO can change employee role based on his related
2
Role duties
SHO can assign activities to the employee on daily
3 Assign Activities
basis
TO search an employee using employee id/
4 Employee Search
name/General No
Status of employee can be changed through the
5 Employee Status
service
Employee Rewards given to employees are captured through the
6
Rewards service
Section based duties assigned to the employees on
7 Order Book Entry
daily basis and duty roster will be generated
Leaves of the staff under the SHO are approved
8 Approve Leave
through the service
ACP Services
Sl. no Service Description
ACP can attach employee to other office locations
1 Attach Employee
(SH/Division/Zone/Wing)
TO search an employee using employee id/
2 Employee Search
name/General No
Leaves of the staff under the ACP are approved
3 Approve Leave
through the service
Search With service, we can search inward/File/DOC with
4
Inward/File/Doc the ref no
Doc Formats Documents like Orders, Proceedings, Memos, etc.,
5
Entry are generated through the service
Upload Signed Signed scan copies will be uploaded against the
6
Doc generated documents
Doc Archives
7
Entry
DCP Services
Sl. no Service Description
DCP can attach employee to other office locations
1 Attach Employee
(SH/Division/Zone/Wing)
TO search an employee using employee id/
2 Employee Search
name/General No
Status of employee can be changed through the
3 Employee Status
service

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 Police Work Force Management System - Aadhaar enabled Biometric Attendance System

DCP Services
Sl. no Service Description
Transfer DCP can transfer employee to other office locations
4
Employee (SH/Division/Zone/Wing) along with DO No & date
Leaves of the staff under the DCP are approved
5 Approve Leave
through the service
Abstract Leave
6
Report
Employee Services
Sl. no Service Description
Daily Progress Employee can enter his daily activities by selecting
1
Entry process areas &Activities assigned to him
Payslip employees can download his monthly payslip with
2
Download service
Transfer Employee will provide 4 preferences if he is eligible
3
Preferences Entry for transfer at the time of transfers period
Employee can change his password at any time with
4 Change Password
the service
Employee can apply leaves with the service based on
5 Apply Leave
available leaves account
Search With service, we can search inward/File/DOC with
6
Inward/File/Doc the ref no
Inward Clerk Services
Sl. no Service Description
1 Clerk will enter the inwards received with service and
Inward Entry
on unique Ref No. Will be generated
2 Search With service, we can search inward/File/DOC with
Inward/File/Doc the ref no
3 Date Wise Date wise inwards entry report will be provided for
Inwards Report his records
4 Worklog -
Daily inwards entry report will be provided
Inwards
ADO Services
Sl. no Service Description
1 Inward Approval ADO will approve and forward to concern officers
Files received to ADO are approved forward to
2 File Processing
concern sections for order generation
Search With service we can search inward/File/DOC with the
3
Inward/File/Doc ref no
Section Superintend Services
Sl. no Service Description
Section Superintendent can attach employee to other
1 Attach Employee
office locations

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 Digital Empowerment - A cornerstone for eGovernance

Section Superintend Services

Sl. no Service Description
Last File No. Last file no for the year entered with service for
2
Entry further continuation of file no.
He can approve and forward to concern
3 Inward Approval
superiors/clerks
Files received to Section Superintendent are approved
4 File Processing
forward to concern set clerks for order generation
Search With service we can search inward/File/DOC with the
5
Inward/File/Doc ref no
Section Seat Clerk Services
Sl. no Service Description
File Inward Inwards received from the Superintendent are moved
1
Mapping to exist files or new file will be created to the inward
2 Add Existing File Old files will be added through the service
3 File Processing Files will be forwarded to superintendent for approval
Search With service we can search inward/File/DOC with the
4
Inward/File/Doc ref no
Doc Formats Documents like Orders, Proceedings, Memos, etc.,
5
Entry are generated through the service
Upload Signed Signed scan copies will be uploaded against the
6
Doc generated documents
SHO Services
Sl. no Service Description
SHO can attach employee to other office locations
1 Attach Employee
(SH/Division/Zone/Wing)
Change Employee SHO can change employee role based on his related
2
Role duties
SHO can assign activities to the employee on daily
3 Assign Activities
basis
TO search an employee using employee id/
4 Employee Search
name/General No
Status of employee can be changed through the
5 Employee Status
service
Employee Rewards given to employees are captured through the
6
Rewards service
Section based duties assigned to the employees on
7 Order Book Entry
daily basis and duty roster will be generated
Leaves of the staff under the SHO are approved
8 Approve Leave
through the service

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ACP Services
Sl. no Service Description
ACP can attach employee to other office locations
1 Attach Employee
(SH/Division/Zone/Wing)
TO search an employee using employee id/
2 Employee Search
name/General No
Leaves of the staff under the ACP are approved
3 Approve Leave
through the service
Search With service we can search inward/File/DOC with
4
Inward/File/Doc the ref no
Doc Formats Documents like Orders, Proceedings, Memos, etc.,
5
Entry are generated through the service
Upload Signed Signed scan copies will be uploaded against the
6
Doc generated documents
Doc Archives
7
Entry
DCP Services
Sl. no Service Description
DCP can attach employee to other office locations
1 Attach Employee
(SH/Division/Zone/Wing)
TO search an employee using employee id/
2 Employee Search
name/General No
Status of employee can be changed through the
3 Employee Status
service
Transfer DCP can transfer employee to other office locations
4
Employee (SH/Division/Zone/Wing) along with DO No & date
Leaves of the staff under the DCP are approved
5 Approve Leave
through the service
Abstract Leave
6
Report
Employee Services
Sl. no Service Description
Daily Progress Employee can enter his daily activities by selecting
1
Entry process areas & Actives assigned to him
Payslip employees can download his monthly pay slip with
2
Download service
Transfer Employee will provide 4 preferences if he is eligible
3
Preferences Entry for transfer at the time of transfers period
Employee can change his password at any time with
4 Change Password
the service
Employee can apply leaves with the service based on
5 Apply Leave
available leaves account
Search With service we can search inward/File/DOC with the
6
Inward/File/Doc ref no

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 Digital Empowerment - A cornerstone for eGovernance

Inward Clerk Services

Sl. no Service Description
Clerk will enter the inwards received with service and
1 Inward Entry
on unique Ref No. will be generated
Search With service we can search inward/File/DOC with the
2
Inward/File/Doc ref no
Date Wise Date wise inwards entry report will be provided for
3
Inwards Report his records
Worklog -
4 Daily inwards entry report will be provided
Inwards
ADO Services
Sl. no Service Description
1 Inward Approval ADO will approve and forward to concern officers
Files received to ADO are approved forward to
2 File Processing
concern sections for order generation
Search With service we can search inward/File/DOC with the
3
Inward/File/Doc ref no
Section Superintendent Services
Sl. no Service Description
Section Superintendent can attach employee to other
1 Attach Employee
office locations
Last File No. Last file no for the year entered with service for
2
Entry further continuation of file no.
He can approve and forward to concern
3 Inward Approval
superiors/clerks
Files received to Section Superintendent are approved
4 File Processing
forward to concern set clerks for order generation
Search With service we can search inward/File/DOC with the
5
Inward/File/Doc ref no
Section Seat Clerk Services
Sl. no Service Description
File Inward Inwards received from the Superintendent are moved
1
Mapping to exist files or new file will be created to the inward
2 Add Existing File Old files will be added through the service
3 File Processing Files will be forwarded to superintendent for approval
Search With service we can search inward/File/DOC with
4
Inward/File/Doc the ref no
Doc Formats Documents like Orders, Proceedings, Memos, etc.,
5
Entry are generated through the service
Upload Signed Signed scan copies will be uploaded against the
6
Doc generated documents

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 Police Work Force Management System - Aadhaar enabled Biometric Attendance System

Report
Daily Aadhaar Attendance Abstract Report - 19-08-2017
Attendance
Effective Attendance Leave
Sl. No. Wing Devices Not
Strength Marked Applied
Marked
Law And
1 87 6956 4189 254 2513
Order
2 Traffic 40 2589 1227 6 1356
3 Others 1 714 30 0 684
Detective
4 8 659 218 1 440
Department
Control
5 0 94 40 0 54
Rooms
City
6 Security 2 752 241 1 510
Wing
City Armed
7 Reserve 7 1915 496 12 1407
Hqrs
Home
8 2 2015 273 0 1742
Guards
9 Cp Office 8 587 342 1 244
Special
10 6 839 336 0 503
Branch
11 Task Force 2 199 117 0 82
12 Outsource 0 236 81 0 155
Total 163 17555 7590 275 9690

Mobile APP: For entering Daily Progress of activities

MIS is available for the senior management, SMS alerts are part of the process to the
respective Stakeholders. All the officers’ right from Inspector to Commissioner
receives daily alerts on Leave status, Daily Progress and Document Approvals.

Prior to the Implementation

Prior to initiative there was no MIS in place
 To know the total strength, Sanctioned Strength, Effective Strength,
Vacancies, Actual Strength, Attachments of personnel In, Attachments of
personnel Out, Deputation etc.,
 To know the No. of employees in each Police station wise/ Division
Wise/Zone wise/ Wing Wise/ Commissioner Office.
 Difficult to trace Files, Current. Difficult to know the status of requests and
Files
 Difficult to track the status and movement of the employee

Police Work Force Management System is an integrated system for CP Office. It

captures and analyses the strength details pertaining to the 62 Police Stations of Law
& Oder, 29 Police stations of Traffic, Divisional offices and Zonal offices. Workflow
is being incorporated to know the Strength, Attendance, Leaves from Police stations,

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Divisional offices, Zonal offices and various wings of the Commissionerate.

Workflow is incorporated in all the sections of Commissionerate to know the File and
Document Generation status.

Benefits of the System

Internal Efficiency enhancement
Police Work Force Management System facilitates high visibility to the employees
spread across Commissionerate. Enhanced internal efficiency of staff and repository
of employee information like attendance, Leave Status, Repository of Documents like
D.Os, Orders, Letters, Memos, Fax Messages etc.

Integration with real time databases

Real time integration with the following databases
 SRDH, ITE&C Departments for Aadhaar Data fetching including Photo &
online validation
 Treasury Department for fetching salary details to provide Pay slip service in
the Employee Login
 CIDR Aadhaar Integration as AUA for Aadhaar attendance of the staff

Accountability & Transparency

 System generates alerts to monitor Pendency and to reduce cycle time
 Transparency in File No. Generation
 Transparency and accountability of Staff Reporting and Movement

Fast Service Delivery

 Travel Time and number of trips to visit Head Office is minimized
 Cycle time is reduced for sanction and approval of Leave
 Easy to view and access all the HR related reports
 Easy to access all files as per the role based access

Entire Workflow is captured

All employees are provided with credentials to access the system and role based
access is given. Every year new interventions are incorporated into the system in
smooth manner by conduction regular workshops, trainings, meetings and
interactions.

Real time monitoring with MIS and Mobile app

MIS facilitates all the officers to monitor
 Employee Attendance
 Attendance Exceptional Report
 File Status
 Current Status
 Documents Status
 Leave Status
 Daily Progress Status
 Transfer Status
 Order Book Generation

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 Police Work Force Management System - Aadhaar enabled Biometric Attendance System

Easy to use Interfaces

Easy understandable interfaces are designed and without training, users can enter
details. Ensures timely release of funds, effective utilization of resources.

Implementation
Implementation Coverage as on today
Geographical Coverage is within the jurisdiction of Hyderabad City Police,
Government of Telangana.
 Employees (16,913)
 CGG Project Team (6)

New Services / Enhancements

The system is designed in such a way that it is ready to adapt and implement new
services without interrupting the previous services and gets updated with the newer
technologies. New intervention demands workshops, meetings and lot of trainings are
planned for client’s ease of access. New services like
1. Going on saturation mode to achieve 100% attendance
2. Shift system Implementation for Aadhaar Attendance
3. Service register Generation
4. Transfers of employees
5. Home Guards Salary Generation linking to Aadhaar attendance
6. DSC Integration for Document Generation
7. e-Sign Implementations

ENABLER INDICATORS
Government Process Re-engineering
Hyderabad City police has taken a decision to ensure hassle free services to its
employees like online leaves, Pay slip generation, Tracking of daily progress of
employees, Tracking of attendance and movement of staff.

For enhancing internal efficiency, Commissionerate sections generates all documents

like office Order, Proceeding, Memo, U.O. Note, Regular Letter, Fax Message and
Endorsement on daily basis online.

CGG has dedicated e-Governance Software professionals working on new

Technologies to develop required applications of departments of all State
Governments and the Union Government. CGG follows agile development
methodology. Process initiates with requirements collection and follows Prototype
Demonstration, Series of interactions, signoff, and Development, Testing, Quality
and Deployment stages.

CGG focuses on Requirements understanding, Project Planning, Risk planning &

Mitigation and ensures quality and estimates the 100% usage & success of
deliverable before deployment.

CGGs’ Project Management Approach has been designed to cover eight vital areas of
project management:

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 Digital Empowerment - A cornerstone for eGovernance

 Expectation Management: Defines and sets key expectations and level of

authorities within CGG and Hyderabad City Police.
 Quality Management: Defines key quality management measurements and
processes during project lifecycle.
 Project Planning and Control: Defines practices to manage project costs,
schedules and deliverables throughout the project lifecycle.
 Risk Management: Defines practices to quantify potential risks, prepare risk
mitigation plans and raise early warnings, as required.
 Scope Management: Defines practices to manage change (addition, reduction
and modification of the functionality) by establishing key decision-making
criteria and striking a balance between functionality to deliver, project
schedule and costs.
 Inter-Group Coordination: Defines practices to facilitate inter-group
cooperation to leverage the entire strength of both HCP Team and CGG,
including support teams for project resources, standard practices, training and
development, and technical assistance.
 Technology Audits: Defines practices to establish, follow and control
technology aspects, i.e. development and deployment environment, tools used,
system architecture etc. This facilitates a high-level of on-going performance,
scalability, extendibility and maintainability through regularly scheduled
audits.
 Process Audits: Defines practices to establish, follow and control the quality
aspects through regularly scheduled process audits.
 Knowledge Transfer

It is a routine activity to provide domain and technical knowledge on all the Processes
and code, Sharing of Technical Documentation etc.

Process Reengineering & Change requests

Reorganising and modifying existing software systems to make them more
maintainable to suit to the current requirements. New interventions are incorporated
on a regular basis. Modular design approach and reengineering is in place in
Hyderabad City Police. This re-engineering process involves source code translation,
reverse engineering, program structure improvement, program modularisation and
data re-engineering.

Project Monitoring and Control & Status Reporting

 Progress Reviews conducted with CGG team and Hyderabad City Police
Committee.
 Adherence to processes, by facilitating regular internal and external audits of
all process followed in project delivery.
 To extend the technical and implementation support, implementation
dedicated support team is set up with a team of professionals consisting of
Project manager, Project Leaders, Project Associate, Team Leader etc.
 CGG is always ready to extend support to the application related issues
through mobile and through trainings.

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 Police Work Force Management System - Aadhaar enabled Biometric Attendance System

 Structured walkthroughs of deliverables will be conducted with both

Hyderabad City Police and the CGG Team to ensure high content quality and
removal of defects. In all Phases, Assessments will be conducted with the help
of Quality Control Analyst for quality assurance verification.

Status Reporting
In addition to all formally scheduled meetings, informal meetings and Interactions
will occur throughout the entire project on an as-needed basis; The CGG and
department officials will discuss and schedule such meetings.

Helpdesk Facility
A facility to mail all the issues in the online application has been given by providing a
mail ID [email protected] to which the CGG team responds within
No time.

Capacity Building
Training was given to all the users on usage of web application. The user interfaces of
the application are made very simple and self-explanatory. User instructions manuals
are also provided to the Officer in point of contact for reference. CGG team is always
available and monitor the work flow in case of any issues.

Lessons learnt in the process

 Registered Device Vendor should be approved by UIDAI & STQC
 The leave module system of the Department is different to other departments.
being in a responsible job, the employee needs to take permission on a public
holiday as well as part from applying his casual leave. Business Logic is
implemented to suit to the shift requirements
 Creation of HCP Master database, Creation of Commissionerate Sections
Database, Creation of File Categories, Document Categories etc is very
challenging task and top management support is required to finalize the
masters
 Aadhaar attendance implementation by connecting to registered device
services with Auth Ver 2.0 is a great challenge but HCP has smoothly
migrated by coordinating with ecosystem partners
 Cycle time is reduced for each process
 Capturing of all users mobile Numbers, Mail ids, Aadhaar Numbers are crucial
to follow the workflow in online and reduces hard copy communication

Best Practices
 Helpdesk Facility - All mail issues related to new features and issues are
addressed on the same day
 Involving Stakeholders - Identifying Process Improvements to incorporate new
features and technologies by Involving all the stake holders

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 Digital Empowerment - A cornerstone for eGovernance

 Conducting Trainings & Workshops on new features on regular basis

 Systematic SMS Alerts – To Alert on pendency and to achieve the progress to
provide hassle free service to the beneficiary

VALUE INDICATORS
 Employee Services
 Real time Monitoring of Aadhaar attendance
 Reducing Cycle Time
 Reduce Drudgery & tedious processes
 Genuine employee can register attendance through Finger Print

Learnings for sharing

1. Pilot is implemented in Jubilee Hills Police Station and rolled out to across
Commissionerate
2. All the issues are closed and attendance of android app is shared to all the PS
locations for availing authentication services
3. Data entry effort is minimized and populated useful information by connecting
to the real-time databases while entering employee details
4. Real-time monitoring across the Commissionerate
5. SMS alerts for urgent communication with the users of the system
6. Revamping, Re-engineering made the system for smooth maintenance
7. Modular design achieved incorporation of new initiatives
8. Aadhaar Services integration is a challenge. Migration is under process
9. Paperless office and time saving

Digital Empowerment
 All the employee related data such as personal details, spouse details, children
details, Aadhaar details, service details, promotions, rewards, increments, etc
being captured into the system
 The digital repository of the employees Aadhaar photos and Aadhaar
attendance ensures the transparency.
 Repository is available in digital format

Green e-Governance
 Reduces Paper Usage as there is no need to maintain Lakhs of beneficiary data
 As per IT Policy, Data is being maintained on tapes
 Used minimum required IT Infrastructure
 Data is readily available with Corporations for Audit Compliance also.

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 Police Work Force Management System - Aadhaar enabled Biometric Attendance System

Shri M Mahendar Reddy, IPS, Director General of Police, [email protected]

Shri V V Srinivasa Rao, IPS, Commissioner of Police, Hyderabad City,

[email protected]

Shri K Sreenath Reddy, Inspector, [email protected]

Shri Rajendra Nimje, Director General, Centre for Good Governance, Hyderabad,
[email protected]

Ms Jyothi V, Project Manager, Centre for Good Governance, Hyderabad,

[email protected]

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 Fraud Detection Framework
Department of Information Technology & Communication
Government of Rajasthan

Manu Shukla and Akhil Arora

PROJECT OVERVIEW
The Department of Information Technology & Communication, Government of
Rajasthan is pioneer in unleashing the potential of data based intelligence as one of
drivers to achieve the vision of the state of Rajasthan. One of the focus areas is
increasing the state revenue by detection of potential revenue leakages, identifying
the fraudulent activities and improvement in compliance through analytics based
methods. This has driven the department to implement analytics as a process to
increase efficiency, effectiveness and resource potential of key state government
departments using advanced analytical software tools. The key 5 revenue earning
departments have been selected under analytics purview. Data from these
departments has been taken for analytics which is further analysed using functional/
business rules, integrated intelligence and advanced analytical modelling techniques.

Departments selected –
 Commercial Taxes Department
 Mining Department
 Transport Department
 Excise Department
 Registration and Stamps Department

Broad scope of activities-

 Build advanced analytical solutions
 Track Revenue leakages
 Analytics driven policy improvements
 Software training and support

Methodology
Development of Evasion Scenarios: The cases for revenue evasion/ revenue leakages
are identified using business rules of respective departments. Data from multiple
departments is integrated in order to identify advanced cross functional business
cases. Initially, cases are developed as ‘Proof of Concept’ taking a portion of actual
data. These cases are further validated from concerned department’s nodal officer.
Upon validation, cases are developed on real time transactional data and potential
revenue leakage is identified. A set of visual statistical presentations are made for the
end users and stakeholders of departments.
Data Quality Assurance: Data from departments are usually not standardized that is
requirement for data analysis. A data quality & data management exercise is also
done before doing any analytics. Data profiling is done to identify quality status of
provided data. Aim of the exercise is to have uniform, unique, complete, standardized
data for further analysis.

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 Fraud Detection Framework

RESULTS INDICATORS
Key Performance
Following are our key result indicators and their respective performance against plan-

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
No. of Cases Monitored NA NA 5000+

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line Web CSCs
No. of Cases Monitored 5000+ -

Description of e-Services
Summary reporting: Performance of different departments across the time period in
different area.

Fraud Detection: Identification of potential defaulters based on business rules.

Revenue Realization: Realization of uncovered revenues.

Current Trends and Future forecasting: This program is very much helpful to assess
the current health of different department and using this as a more better and optimal
policies could be designed in the interest (Financial/Operational) of state.

Compliance/Process improvement: Using the analytical model, improvement areas

has been explored (within the scope of particular department) along with mitigation
scheme.

Implementation
Below is the implementation status of the project:

Implementation Coverage as on today

Commercial Taxation Department: Various cases have been identified to reduce the
revenue leakages and increasing the tax base. The list of scenarios identified is as
following:-
 Circular Trade Analysis
 Probable Tax Evasion by having Multiple Registrations on the same PAN –
Dealers Registered
 Tax Evasion by showing sales at a lower Tax rate
 NIL and NON return filers
Excise Department:
 Under categorization of bar license fee
 Trend Analytics on Liquor sale and revenue

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 Digital Empowerment - A cornerstone for eGovernance

Transport Department:
 Analysis of pending fees and taxes.
 Analysis of vehicle registration data and corresponding revenues
 Analysis of vehicle sales data and revenue generation

Mining Department:
 Identification of lessess unregistered in CTD
 Turnover mismatch cases
 Analytics of mines and lease data

Registration & Stamps Department:

 Identification of DLC mismatch cases

News Services / Enhancements

Cross departmental datasets are being used to create 360 degree profile of dealers.

ENABLER INDICATORS
Government Process Re-engineering
To Build advanced analytical solutions, Track Revenue leakages, Analytics driven
policy improvements and Software training and support the Department of
Information Technology & Communication, Government of Rajasthan has introduced
a project named Fraud Detection Framework. Government of Rajasthan always quest
towards streamlining its projects to ensure ease to all stakeholders - fellow
departments as well as citizens and other users. For the same, the department has
implemented e-governance in Fraud Detection Framework as the frequency of this
process is very high, to the tune of several lakhs per year, and is increasing day by
day. By integrating information technology, the project has enhanced operational
efficiency in administration and service delivery. Along with this, re-engineering of
this process has also implemented a transparent module which enables complete
accountability to citizens as well as department stakeholders, standing true on all the
key elements of good governance.

Capacity Building
To curb fraudulent activities FDF was implemented as a process to increase
efficiency, effectiveness and resource potential of key state government departments
using advanced analytical software tools. 5000+ cases were monitored in the year
2016-17. Rajasthan has implemented an integrated scheme of capacity building and
as per a policy decision it has been decided that every project is going to be having a
specific component of IEC as well as capacity and capability building. It was ensured
under the concept of “Suraaj” that is good governance that every e-governance
initiative is first implemented at the village level, that is called Last Mile, but
Rajasthan considered it to be the First Mile. As the Chief Minister believes reaching
the key beneficiaries first, which are at the village level. The project is then
implemented at Gram Panchayat level and subsequently to districts covering the
complete state. The project’s capacity building plan is enhanced every six months and
is validated through internal evaluation, dipstick surveys as well as external third
party checks , to ensure whether the capacity, capability and IEC activities have been

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enough or not. Also, the implementation done by the government is properly utilised
by the beneficiaries or not.

Change Management in terms of Leadership Support

Rajasthan State Data Centre is taking care of Network and HW Administration.
RISL, E&Y and SAS are maintaining SW. Data from multiple departments is
integrated in order to identify advanced cross functional business cases. Initially,
cases are developed as ‘Proof of Concept’ taking a portion of actual data. These cases
are further validated from concerned department’s nodal officer. Rajasthan has been
very specific about ensuring that Change management is done for every single
initiative and it is dully recognised that people and stakeholders are made equal
participants to the project. Which means any stakeholder who is having an impact or
is impacted by the project is enjoined upon on the journey of final decision making in
regards to implementation of the project. External and internal experts are hired for
the process of change management to be hand in hand with technological
implementation of every project.

Technology including Social Media

Best Practices have been implemented to ensure the necessary and sufficient data
security. Critical Information published on the web can be explored only using the
valid credentials. Prevention mechanism for anticipated cyber-attack has been
considered in the security approach and best possible mitigation plan has been chalk
out. Promotions on social media platforms are done time-to-time to reach till the last
mile. For every project implemented by the state, the Government of Rajasthan has
always guaranteed having the best of the class infrastructure and advanced
technologies to be made available. Rajasthan has the biggest Big Data Cluster in the
country as well as the biggest cluster for IBM pure app solutions and Oracle echo
data, making the state a Tier Three data centre of the country. We have more than
4000 servers running out of the State data centre with the total capacity of 7 petabytes
over which the entire set of applications and storages run. It is ensured that for every
project the best set of technology is obtained for implementation of a project, wherein
the Department of IT and Communications or an external Technical committee
decides upon what technology is going to be used. It is a mandatory state policy to get
any project more than 25 lac to be approved by the State E-governance mission team
head by Principal Secretary of IT Department.

Rajasthan happens to be the most progressive state in the field of Social Media. Our
Hon’ble Chief Minister Smt. Vasundhara Raje is the most followed Chief Minister on
Facebook and Twitter with the following of more than 80 lakhs. For every IEC,
Change Management and Skill Building, social media is considered as important a
platform as print or electronic media by the government. Due to social media’s reach
till the last mile, it is judiciously used for promotion of the scheme, as well as to
enhance user experience.

Prominent government pages;

CMO: Following of more than 7Lac
GOR: Following of more than 5Lac

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 Digital Empowerment - A cornerstone for eGovernance

VALUE INDICATORS
Learnings for sharing
Applying the analytic algorithms for identifying probable evaders, criminals and
showcase it’s summary using visual aids to the higher Government officials.

Establishing the mechanisms to track the status on required/pending actions of the

respective departments along with the revenue recovery.

Digital Empowerment
Financial Inclusion is a key enabler to economic, social and transaction security of a
country, thereby driving inclusive growth. It is for this reason that financial inclusion
has been one of the key priorities for Government of Rajasthan. Rajasthan has always
used innovative technology as an effective tool to expand financial inclusion, through
various initiatives like Direct benefits Transfer, Mobile banking, Aadhaar enabled
banking accounts, e-KYCs and many more. The government always ensure that every
single project is bi-lingual in nature. Mandatory guidelines from Hon’ble Chief
Minister and Chief Sectary of the state every application platform and front-end
portal are in Hindi as well as English. Rajasthan has seven divisions and each division
has its specialised portal and sectorial application aligned with the demographic and
cultural aspect of that specific area.

Green e-Governance
Rajasthan State Date Centre is a 100% green data centre. The upcoming data centre in
the state in going to be a Tier 4 data centre in the state and the only Tier 4 data centre
in the country which is owned, operated and controlled by the government.
Government of Rajasthan judiciously follows every policy of Green IT, along with
this the state also has its own Green IT policy which is followed by all departments
and outsourced sectors religiously. All environment friendly practices with respect to
creation, use and disposal of ICT gadgets and infrastructures are followed. The
Rajasthan Green IT policy has been prevalent since the year 2007 and was revised in
the year 2015.

Shri Manu Shukla, Project Officer and Consultant SeMT, Department of

Information Technology & Communication, Government of Rajasthan,
[email protected]

Shri Akhil Arora, Principal Secretary, Department of Information Technology &

Communication, Jaipur (Rajasthan), [email protected]

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 Systemized Administration and Regulation of Tendering and
Handling All Court Cases (SARTHAC)
Law Department & National Informatics Centre, Kolkata
Government of West Bengal

Madhumati Mitra, Dinesh Kumar Garg, K K Poddar, Sankalpa Roy and

Maitreyi Banerjee

PROJECT OVERVIEW
Management of litigation in the Government Departments is a matter of concern. A
huge number of cases which are being filed on a regular basis need to be properly
monitored and are required to be speedily dealt with by the Government Departments
so that the process of disposal of such cases is not further drawn up. Lack of efficient
communication mechanism between the State Advocates and the Government
Departments often creates a hindrance in speedy disposal of the cases by the Courts.

Scope
The project aims
1. To digitize petitions and other case records.
2. To provide information regarding the institution of new cases to the respective
Government Departments.
3. To provide information regarding the appointment of the State Advocates and
other updates in the matter.
4. To bridge the communication gap between the Government Departments as
well as the State Advocates.
5. To keep the Government Departments constantly updated with the status of all
court matters on real time basis.

Intended benefits
1. Availability of petitions over the web for easy accessibility.
2. Do away with the communication gap by use of modern ICT tools so that the
Government Departments do not lose the cases in Court due to lack of
information.
3. Getting updates about the appointment of State Advocates for each case.

Delivery channels
SARTHAC uses SMS and email notifications as delivery channels. Also, physical
letters are sent to the Government Departments after they are duly franked with due
postage.

Present status
1. An infrastructure has been set up at SARTHAC office for receiving petitions
on behalf of (a) the Government Pleader (GP), High Court at Calcutta and (b)
the Legal Remembrancer (LR), West Bengal.
2. All cases addressed to the GP or LR is being received through the SARTHAC
application.
3. 41,000 petitions have been digitized in the operation of around one year and a
half.

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 Digital Empowerment - A cornerstone for eGovernance

4. Every State Respondent in these cases (on an average 5 State Respondents per
case) has got SMS and email alerts regarding the filling of the case through the
system.
5. A master database of the State Respondents has been built which is growing
with each day passing by.
6. State Advocates are appointed electronically and they get intimation through
SMS and email alerts.
7. The State Respondents are also sent SMS and email alerts regarding
appointment of the State Advocates.
8. State Respondents also get physical letters generated from the SARTHAC
application.
9. Franking Machine has been introduced so that the letters generated from the
SARTHAC application could be franked with due postage in no time, before
they are dispatched.
10. Login to State respondent departments is being given for tracking status and
details of cases against them.

Key reasons for nomination

a. The digitization of the documents of court cases is long overdue.
b. The digitization is slowly making foray into the sphere of executive functions
of the Govt. Slow but steady implementation of e-office in the Govt.
establishments, though in a few in number, is an example of such digitization
in the executive functions of the Govt.
c. The digitization in the sphere of judicial functions is still a long-distance-to-go
thing, especially in view of the fact that the digitization in judicial functions is
limited to the digitization of the orders and judgments barring a few
exceptions such as the case of the High Court of Delhi.
d. Calcutta High Court is one of the oldest three High Courts in India established
at the Presidency Towns – Calcutta, Bombay and Madras – by Letters Patent
granted by Queen Victoria, on 26th June, 1862, and is the oldest High Court in
India. Earlier thereto, this was the Supreme Court of Judicature at Fort
William. But, the digitization of the documents of court cases is yet to be
taken up.
e. SARTHAC project takes up the digitization of documents of the court case
and fills in the gap insofar as they relate to the State Govt.
f. The project, considered with the milestones that it has so far achieved, makes
it nothing less than a national model.

RESULTS INDICATOR
Key Performance
There are four very important types of services are given below in the table:

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2015-16 2016-17
Case receiving, entry and digitization 4136 36802
Electronic availability of whole
206800 pages 1840100 pages
petition document

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a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2015-16 2016-17
8103
State Advocate Engagement - (new service from
march 2017)
Uploading profiles of state
4409 17760
respondents
Adding State Respondent Offices 2402 11991
77856
Intimation of case to respondents
- (41584 email
over email and SMS
+36272 SMS)
Intimation of state advocate 43470
engagement to advocates and - (20469 email
respondents over email and SMS +23001 SMS)
MIS – generating customized reports - -

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line Web Mobile Gateway
Case receiving, entry and digitization 100% -
Electronic availability of whole
75% 25%
petition document
State Advocate Engagement 100% -
Uploading profiles of state
100% -
respondents
Adding State Respondent Offices - -
Intimation of case to respondents over
43.41% 56.59%
email and SMS
Intimation of state advocate
engagement to advocates and 47.09% 52.91%
respondents over email and SMS
MIS – generating customized reports - -

Description of e-Services
Receiving, entry and digitization of the cases (Government):
a. Copies of the cases filed in the High Court at Calcutta against the Departments
of the State Government are received at the Front Desk of the High Court
Cases Monitoring Cell (which implements the SARTHAC project). System
generated receipts are issued to the Petitioners (or their Advocates who serve
the copies). The copies are allocated by the system itself, by rotation, among
such of the eleven Workstations (or processing tables) which are in operation
at the relevant point of time. The copies are then put in the respective slots of
the collection box placed close to the Front Desk. As a petition is so allocated
to a Workstation, the respective Workstation user gets the notification on the
system. He then moves to the collection box to collect the copy.

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b. The Workstation user then captures the metadata and scans the entire
document on a high-speed scanner (which every Workstation is equipped
with) to upload the same on the website.
c. As soon as a digitized petition is uploaded on the website, the State
Respondents get real time SMS and email alerts about the case with a web link
in their respective email IDs.

Electronic availability of whole petition document (Government and Citizen)

a. Once uploaded, the petitions are freely available 24x7x365 on the website.
b. This creates a huge repository of the cases on the website. In a short of span of
around one year and a half, there has been created a repository of as many as
21,00,000 pages – something akin to a gigantic, mammoth Google Drive.
c. Every State Respondent can check its cases on the website by using a multi-
faceted search option. Even if there are multiple Departments involved in a
case, each Department, on opting for a search relating to its cases, will find
that case also in the result which the search will throw.
d. Prior to this, the Departments would get telephonic calls – in some cases and
not in all cases – from the State Advocates to the effect a case with respect to a
particular matter has been filed in the court. It was only then that the
Department would send its official to the State Advocate to get the petition
Xeroxed and thus have a copy of the petition. There used to be a lot of hiccups
in getting the copy – for example, sometimes no office car was available to the
official for travelling to the State Advocates, sometimes the State Advocate
was not traceable as the official had no knowledge which court room the State
Advocate is busy in, sometimes the official would not get the brief in spite of
getting the State Advocate in the court as the brief lay at his chamber instead
(or vice versa), sometimes there used to be issues regarding reimbursement of
the Xerox charges and the official would only discuss the case with the State
Advocate and return the office without getting Xerox or getting a copy of the
petition.
e. The earlier procedure was cumbersome, circumlocutory, time consuming and
involving diversion of resources (viz. sending the office car to the State
Advocate for as petty thing as collection of a copy of the petition) and
unnecessary expenditure in Xeroxing a copy of the petition.
f. Still worse, earlier the State Respondents, in some cases, would not get any
communication from the State Advocates either, as the cause title of a case,
where the parties to the case are mentioned, mentions only the postal address
of the parties and does not mention the complete contact details (viz. telephone
numbers, mobile numbers, email IDs etc.) of the parties. So, the State
Advocates, unless they had personal knowledge of those contact details of the
State Respondents, had no clue how to contact the State Respondents. Left so
clueless, the State Advocates would sometimes write and send physical letters
to the State Respondents, which in most cases used to be proved futile as, by
the time the physical letters would reach the State Respondents, the cases used
to have already taken one shape or the other.

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Preparation of reply by the State Respondents (Government)

a. Once a petition is uploaded on the website and the consequent SMS and email
alerts are triggered to the State Respondents, they could instantly get to know
about the case filed against them and could view, download and print the
digitized petition and trace out the respective file to prepare their reply to the
petition and could brief the State Advocate.
b. Prior to this, the State Respondents, on getting the telephonic calls, used to
visit the State Advocates to get the petitions Xeroxed and thus get the copies.
This process was, among other things, quite ineffective in that many a time the
copies used to be received by the State Respondents only after hearing dates of
the cases were over.
c. In the earlier procedure, the State Respondents used to lose the cases despite
the fact that they had good defence in the cases and, if the State Respondents
would have gotten the copies of the petitions well in time and would have
been able to properly defend the cases, the cases would not have been lost.
d. With SARTHAC, as the information is percolating right up to the bottom-end
on the real time basis, there is now no communication gap between the
stakeholders. No communication gap means no unnecessary adjournments in
the Court, leading to the early disposal of the cases.

Engagement of State Advocates (Government)

a. The moment scanning and uploading a petition is completed (as detailed in
4.2.A above), an Assignment Sheet for the case is generated in the system. The
Assignment Sheet has been designed to mention all the necessary details that
are required for deciding what the nature and gravity of the case is and which
State Advocate the case should be assigned to.
b. The Government Pleader (GP) has to only decide the name of the State
Advocate who is to be engaged in the case. He could do this electronically by
logging into the system. He could alternatively do that by writing the name of
the State Advocate on the physical copy of the Assignment Sheet, in which
case that name would be updated in the system by the Admin who, amongst
others, can also access to the system as the GP user.
c. Additionally, the Government Pleader (GP) can get a list of cases uploaded
each day on the website. The list could be generated for any period – say, for
any two days or more or for a week, month or year – as desired by the GP
user. This helps the GP to have an efficient administration in the matter of
engagement of the State Advocates.
d. Various other MIS reports can be generated, like List of Case-wise State
Advocates, List of State Advocates-wise Cases, State Advocate-wise Cases
Count etc.
e. In the earlier procedure, the Government Pleader has to go through the entire
petition and understand what the case is all about and find out what the nature
and gravity of the case is and which State Advocate the case could be assigned
to.
f. In the earlier procedure, the Government Pleader had to discharge a daily
workload of assignment of as many as 200 petitions, on an average, to the
State Advocates. The workload used to be far more onerous on the days when
the number of cases received spiralled beyond the average figure of 200. (On

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days, the figure even went beyond 300 and has once touched the height of
383.)
g. Earlier, the cases await engagement of State Advocates for days and even
months as the Government Pleader was saddled with an unfathomable
workload.
h. Upon the introduction of the facility of e-engagement of State Advocates,
launched in June this year, the entire system of engagement of State Advocates
has become very fast, with the job being mostly completed by the day end.
The cases are mostly not required to be adjourned by the court for the absence
of the State Advocates.

Sending intimations about engagement of the State Advocates (Government)

a. Upon engagement of a State Advocate(s) in a particular case by the
Government Pleader, every State Respondent and the engaged State
Advocate(s) in that case get the real time SMS and email alerts.
b. A web link is also sent to the email IDs of the State Respondents and the State
Advocate(s) so that they may view, download and print the engagement letter.
c. The State Respondents are shared the complete contact details of the State
Advocate(s). The State Advocate(s) is/are, in turn, shared the complete contact
details of all the State Respondents so that both the stakeholders could freely
exchange all the necessary information for defending the case in the court.
d. Additionally, physical engagements letters are immediately sent to all the State
Respondents after being franked with due postage, so that there is no
communication gap even when there is some issue with the use ICT tools or
facilities.
e. In the earlier procedure, the State Respondents had no knowledge who their
state advocate(s) is/are in a particular case, unless they personally visit the
office of the General Pleader to ascertain the fact from the engagement register
maintained at that office.
f. Earlier, there was no exchange of contact details between the State
Respondents and the State Advocates, so personal visit or physical letter was
the only option for exchange of information between them.

Tracking case status, cause list and orders/judgments (Government and Citizen)
a. SARTHAC fetches data regarding case status, cause list and orders/judgment
from the website of Calcutta High Court and merges them with its data so that
the stakeholders could view on SARTHAC not only the case details, but also
the status of that case (pending/disposed of), the status of hearing of the case
and the orders/judgments passed in the case, at a single click and without the
requirement of visiting any other website.
b. Additionally, SARTHAC has a hyperlink to the website of Calcutta High
Court so that any person can view case status, cause list and orders/judgment
available on that website at a single click.

Availability of comprehensive database of State Respondents and State Advocates

(Government and Citizen)
a. There is a comprehensive database of the State Respondents and that of the
State Advocates available on the website which could be freely accessed by

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any member of public at any time without the requirement of any registration
or log in. Each database contains not only the complete postal addresses of the
State Respondents/ State Advocates, but also all other contact details, like
phone numbers, fax numbers, mobile numbers, email IDs etc., so that the State
Respondents/ State Advocates could be accessed, in case of any need, through
a faster mode.
b. The database, though very comprehensive, is regularly developed by
incorporating the contact details of new State Respondents/ State Advocates
and updating the existing contact details.

Generation of MIS reports (Government)

A lot of MIS reports for a day, week, month or year or any length of period as desired
can be generated upon logging into the system – like, Department-wise/date-wise
reports on cases received, appointment/ non-appointment of State Advocates, SMS
alerts sent, email alerts sent, physical letters sent etc. Also, there could be generated a
State Advocate-wise report for a specific period on cases assigned or count of cases
assigned, as desired.

Implementation Coverage as on today

 Law Department, Govt. of West Bengal, is the nodal agency for SARTHAC
and executing the project on behalf of the Government of West Bengal.
 The stakeholders of project are all the functionaries of the State Government
and all the Advocates on the muster roll of State Advocates maintained by the
State Government.
 SARTHAC receives cases and informs every State Respondent – right from
the Secretariat level to the Gram Panchayat level. Among all other
Government Offices, all Government Hospitals, Government Schools,
Government Colleges and Universities, Municipalities, Police Stations and
Gram Panchayats are also informed about the cases and the engagement of the
State Advocates in those cases.
 All State Advocates are also informed about their engagement in the cases.
 A very comprehensive database of the State Respondents is maintained. Best
efforts are put in to regularly update the database and make the database more
and more comprehensive.
 Similarly, an exhaustive database of the State Advocates is also maintained.
Best efforts are also put in to regularly update the database and keep the
database exhaustive.
 Almost every State Respondent establishment has designated a Nodal Officer
to look into the communications received from the SARTHAC. All
communications meant for the State Respondents are sent to the Nodal
Officers also.

New Services / Enhancements

 Every State Respondent will be able to log into the system to get the case
status (pending/disposed of) directly from SARTHAC website, without

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visiting the other websites. A web service has been tested and integrated and
will be available soon.
 Cause lists will be integrated from the Calcutta High Court information system
so that every State Respondent could receive a notification directly on his
mobile about the date when the case is to be heard.
 Orders/ Judgments will also be integrated, for the ease of accessing them at a
single place.
 The Respondent Departments will interact with the State Advocates through
the portal (and vice versa) and all (i) the Statement of Facts prepared by the
State Respondents and (ii) the Affidavits affirmed by the State Respondents
will be available on the portal.

ENABLER INDICATORS
Government Process Re-engineering
In the earlier manual system, the records were stored on papers as hard copies. The
case documents were occasionally sent to the State Respondents by postal mail or
they were asked to collect the same in person from the office of the General Pleader.
Physical documents cannot be shared with others except after being Xeroxed.

After implementation of SARTHAC, the High Court Cases Monitoring Cell is the
single-window for receiving petitions on behalf of the Government Pleader (GP),
Calcutta High Court, and the Legal Remembrancer (LR), West Bengal. After
receiving, the petitions are scanned and metadata are entered in the database and
shared to the State Respondents electronically. Once shared, they become available in
the dashboard of the GP, when the physical files are also sent to him. He may engage
the State Advocates electronically or physically, as per his choice.

An extensive list of the State Respondents has been prepared and it is growing with
each day passing by. The State Respondents and the State Advocates are getting real-
time electronic intimations (through SMS, email and website) about the receipt of
cases and the engagements. This has minimized the communication gap between the
State Respondent and the State Advocate, thereby obliterating the possibility of delay
in handling those cases at the end of the State Respondents.

The availability of cause lists, next hearing dates and date-wise orders/ judgments
from the website of the High Court to SARTHAC is immensely helping the State
Respondents in handling and managing the cases. The entire process of receiving
petitions by the GP and the LR, sending intimations of the cases to the State
Respondents and engagement of the State Advocates has been re-engineered. All
cases have to be submitted to SARTHAC. On receipt of a case, a digital receipt is
generated by the web application. The cases are then served upon the State
Respondents and State Advocates digitally. The engagement of the State Advocates is
intimated digitally. Physical engagement letters are also sent to the State
Respondents.

Capacity Building
The implementation of SARTHAC has a great impact on the State Respondents in
that there is a consistent receipt of the overwhelming response from all tiers of users

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(i.e. Department, Directorate, District and Sub-Division level users). Having launched
the application, the Law Department arranges training programmes for the Nodal
Officers of the other Departments so that they remain updated and could make the
most of the application. Training manuals are provided to the users.

Some resource persons have been identified in each Department to make the users
understand the vision of the application. A sensitization workshop has been
conducted, under the chairmanship of the Chief Secretary, Govt. of West Bengal,
where the participants ¬– the Secretaries and the Nodal Officers of the Departments –
were taken on a virtual tour, and given the Power Point Presentation, of SARTHAC.

Technology including social media

The application has been developed in open source platform consisting of Apache
server, RHEL OS, PHP 5.6 scripting language and PostgreSQL 9.4 as DBMS. The
application is completely responsive in nature and built with Bootstrap CSS
framework and is available in all types of mobile devices. Application is SSL
certified and prepared to process email, SMS services and web service. The restful
web services mechanism is integrated with JSON. Daily backup process is scheduled
in different server locations and tape backup mechanism is also operational. The
security issues are taken care with the rules written in .htaccess. The application has
been security audited in two phases by the CERT-In Empanelled Auditors.

The Application has been hosted at the West Bengal State Data Centre with load
balancing and fail over mechanism at Application Server and DB Server level.
SARTHAC has videos for operation available at the website and YouTube in social
media.

Project Planning and Management including knowledge transfer

 Project Planning and Management have been done jointly by the Law
Department, Govt. of West Bengal, and the National Informatics Centre
(NIC), West Bengal State Centre.
 In the beginning, a Project Proposal was prepared by the NIC after acquiring
the domain knowledge from the Law Department. After acceptance of the
Project Proposal, the SRS was prepared by the NIC. The Application was
developed maintaining a close interaction with the Nodal Officer of
SARTHAC Project, security audited and hosted.
 The activities – like, ICT infrastructure creation at the West Bengal State Data
Centre and the High Court Cases Monitoring Cell and deployment of the
manpower – were taken up as parallel ones by the Law Department and the
NIC jointly. Also, setting up of the Leased Line and the LAN at the project
site (High Court Cases Monitoring Cell) were taken up as the parallel
activities.
 Also, sensitization and capacity building of the users was done successfully.
Based on the user feedback, the application has been modified several times.

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VALUE INDICATORS
Learning for Sharing
It is a very efficient, multi-faceted application maintaining the eGovernance standards
of ICT meant to serve the stakeholders in the court cases filed by or against the State
Government.

Key learnings include the following

a. Acquiring a suitable space for establishment of ICT Infrastructure for
SARTHAC Project in the Calcutta High Court premises was a challenge
which was overcome through a series of discussions with, and actively
perusing for long, the PWD and the building committee of the Calcutta High
Court.
b. Exploring the specifications of servers, scanners, printers and storage devices
and the evaluation of bandwidth and the installation and operationalizing the
servers with suitable networking at the West Bengal State Data Centre (with
fail over arrangement) were done with lots of innovations.
c. Establishment of independent Leased Line and Networking at High Court
Cases Monitoring Cell and office of the Government Pleader (GP) was another
challenge faced in High Court premises.
d. Sensitization GP, his office staff, State Advocates, State Respondents and
Nodal Officers of Respondent Departments about the process changes was
also a challenge.
e. Recruitment of manpower (Software Developers and Data Entry Operators)
for handholding SARTHAC was done after taking every care about the
transparency and the legality of the process.
f. Collection of the contact details of the State Respondents and preparing a
comprehensive database of the State Respondents was a herculean job.
g. Many files have been saved in different schemas/table spaces in SARTHAC
database for faster response/searching.
h. Security threat is a key aspect for every successful application which has been
overcome through security audit of SARTHAC through CERT-In empanelled
auditors (STQC, KPMG) in two phases.
i. Changing mindset towards the digital endeavour was done through a series of
sensitization and capacity-building exercises for the users.
j. For faster searching from a huge number of cases, year wise schemas in
PostgreSQL database have been maintained in SARTHAC. The Application
has been developed in Open Source Platform.

Digital Empowerment
SARTHAC has options – like, changing the background colour and enlarging the text
– to enable the colour blind or other visually impaired persons to participate in, and
access, the system equally.

Any member of public may freely access any petition available on the website; there
is no requirement of he or she being required to be registered or previously registered
with the website. He or she may view, download or print any petition as many times
as he or she wishes without there being any requirement of paying any charge or

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money in any form whatsoever. The service is freely accessible and is absolutely free
in every respect.

Green e-Governance
The project promotes green e-governance in the following manner:
 SARTHAC reduces paper consumption in that it makes the petitions available
to all the stakeholders – the State Respondents and the State Advocates – in
the digitized form on the real time basis and causes them to avoid handling the
physical copies of the petitions or taking printout of the petitions and making
their multiple photocopies to make them available to all the stakeholders.
 The State Respondents may just download the petitions from the website and
SMS or email their instructions to the State Advocates in just a few minutes.
 It also avoids document preservation cost inasmuch as the petitions are always
available on the website and there is no necessity of taking printout of the
petitions or preserving them.

Madhumati Mitra, Secretary, Law Department, Government of West Bengal

Shri Dinesh Kumar Garg, Senior Law Officer & ex-officio Assistant Secretary
(Law), Law Department, Government of West Bengal (West Bengal),
[email protected]

Shri K. K. Poddar, DDG & SIO, National Informatics Centre (WBSC), Kolkata,
West Bengal, [email protected]

Shri Sankalpa Roy, Scientist – ‘B’, National Informatics Centre, West Bengal State
Centre, Government of India, Kolkata, West Bengal, [email protected]

Smt Maitreyi Banerjee, Scientist – ‘F’, National Informatics Centre, West Bengal
State Centre, Government of India, Kolkata, West Bengal, [email protected]

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 Paperless H.P. Legislative Assembly (e-Vidhan)
Himachal Pradesh Legislative Assembly, Shimla

Sunder Singh Verma and Dharmesh Kumar

PROJECT OVERVIEW
Himachal Pradesh Legislative Assembly has become India’s first ever high-tech
Paperless Legislative Assembly by launching e-Vidhan system. Since launching of
e-Vidhan System on 4th August 2014 by Hon’ble Chief Minister Himachal Pradesh,
all documents related to the House are made available online to Hon’ble Members
through touch screens installed on their tables and Mobile Apps. All papers for laying
in the House during Assembly Sessions are sent/received online from government
departments using secure e-Vidhan website. No manual paper is received.

Three major components of e-Vidhan are as under:

1. Paperless Assembly Sessions
2. Paperless Working of the House Committeese-Constituency Management

Key Reasons for Nomination of This e-governance Project:

1. e-Vidhan is leveraging Information and Communications Technology (ICT) to
make Himachal Pradesh Legislative Assembly - India’s first ever high-tech
assembly with automated and paperless functioning.
2. A paperless assembly with automated functioning of the house and a digital
repository to access house proceedings and questions could do wonders in
cutting down manual efforts and saving paper.
3. The digital transformation of H.P. Legislative Assembly by implementing e-
Vidhan is a major Administrative Reform to augment faster and transparent
governance.
4. e-Vidhan automated the process involved in working of House including
various House Committees, its Secretariat and managing Constituencies by
respective Hon'ble Members.
5. Himachal Pradesh Government awarded State Civil Service Award, 2015 for
successfully implementing e-Vidhan System in the Himachal Pradesh.
6. Honoured by the Department of Administrative Reforms & Public Grievances
(DARPG), Govt. Of India for the best practice initiative (e-Vidhan) and
presentation at Nanital (Uttrakhand) on 7th July, 2017 about successful
implementation of e-Vidhan in H.P. Vidhan Sabha

Benefits of the Solution Implemented

By making H.P. Assembly paperless, there is approx. saving of Rs. 15 crores per
annum for H.P. State Government and 6096 number of trees saved from felling.
There is Minimum expenditure by Government Departments on manpower and
plying of vehicles between offices and Legislative Assembly Secretariat during the
Assembly sessions, which also resulted in environment saving and carbon credit.
 Environment-friendly solution eliminated manual paper work with touch
screens, video panels and e-Voting

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 Paperless Himachal Pradesh Legislative Assembly (e-Vidhan)

 Improved work efficiency with the elimination of redundant processes,

streamlined process flows and reduced delay in the flow of information among
stakeholders
 Auto-compilation of reports and queries
 Meticulous monitoring in the working of Vidhan Sabha and government
departments
 Instant availability of data for analytical studies
 Digital Library provides access to assembly records such as debates, bills,
speeches, questions and answers to scholars, media, legislatures and public
 Verbatim recording of house proceedings digitally with the facility to play
audio and video from any time interval
 Generation of original reports, action taken reports and further action taken
reports for laying in the assembly

OVERVIEW OF THE PROJECT

Himachal Pradesh Legislative Assembly has become India’s first ever high
tech Paperless Legislative Assembly by launching e-Vidhan system.
Since launching of e-Vidhan System on 4th August 2014 by Hon’ble Chief Minister
Himachal

Pradesh, all documents related to the House are made available online to Hon’ble
Members through touch screens installed on their tables and Mobile Apps. All papers
for laying in the House during Assembly Sessions are sent/received online from
government departments using secure e-Vidhan website. No manual paper is
received.
Three major components of e-Vidhan are as under:
1. Paperless Assembly Sessions
2. Paperless Working of the House Committees
3. e-Constituency Management
Innovative Aspects of the Project
Paperless Assembly Sessions
 Dashboard for Members of Legislative Assembly (MLAs) and dashboard for
government departments to submit replies of questions/notices, bills or other
papers online for laying in the assembly
 Secure e-Assembly and e-Constituency mobile apps for MLAs, ministers and
department heads, and My MLA mobile app for media and constituents
 Touch screen based digital e-Book for paper laying, and displaying the daily
List of Business and associated papers such as committee reports, bills and
annual reports
 Online questions processing with the facility for online typing, proof reading,
bracketing, clubbing and postponement
 Online request and generation of entry passes for individuals, vehicles and
media persons as well as their police verification
 Using a State-of-the-art software, the reporters of Vidhan Sabha record
proceeding of the House as per the timings recorded digitally. The reporters
may also re-play audio/video archives while recording verbatim.
 After laying, papers are automatically made available on the official website

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Paperless Working of the House Committees

 House Committees are connected online with all government departments so
that all correspondence such as notices, questionnaires, and replies by
departments may be online. Previous records of the Library such as debates,
bills, Questions & Replies, Speeches etc., are also digitized.
 e-files for subjects such as government assurances and audit paras with the
facility for sending e-notices and e-Reminders to departments

e-Constituency Management
 e-interaction and efficient communication between the citizen and their elected
representatives (MLAs).
 Constituency management with updated constituency related information of
work progress and public grievance status
Others
 MIS for accounts and establishment branches of the legislative assembly.
 MS/email facility for sending alerts and notifying users with the necessary
information
 User authentication and authorisation with digital signatures, Aadhaar number
and PMIS code
 Library Management Information System (MIS) to manage records related to
receipt and issuance of books with e-Reminders and e-Library

Infrastructure Developed
 Digital Assembly House
 e-Facilitation Centre for Hon’ble Members of Legislative Assembly
 Hi-tech training room has been setup in the H.P. Legislative Assembly Shimla
to provide continuous trainings to Hon’ble Members, Employees of Vidhan
Sabha Secretariat and all Government Departments.
 Video Conferencing and Data Centre
 An e-Vidhan Wing has been setup in HP Vidhan Sabha Shimla comprising of
technical manpower in different categories to facilitate the e-Vidhan solution.

Important to Mention
 Timing of Hon’ble Members in discussion is recorded digitally event wise and
displayed on LEDs in the House.
 During the session, e-Notes may be sent between Hon’ble Speaker and
Secretary, Vidhan Sabha. Similarly between Hon’ble Ministers and concerned
Secretaries.
 E-Voting is possible using touch screens and results will be displayed
immediately on touch screens and LEDs in the House.
 To raise matters of urgent public importance, visual presentations may also be
given by Hon’ble Members with prior permission of Hon’ble Speaker.
 Video Conferencing is also available in the Assembly House.
 Touch screens have also been provided to the media persons for viewing
papers laying in the House.

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“Himachal Pradesh Legislative Assembly has two premises, one at Shimla and other
at Dharamshala. At Shimla, Budget and Monsoon Sessions are held whereas at
Dharamshala Winter Session is held. Sh. B.BL. Butail, Hon’ble Speaker has been the
driving force behind e-Vidhan initiative and got the necessary funding for the project
through Department of Electronics and IT, Government of India.
e-Vidhan is a joint effort of H.P. Legislative Assembly, Ministry of Electronics and
Information Technology (MeitY), National Informatics Centre (NIC) and National
Informatics Centre Services Inc. (NICSI).”

RESULTS INDICATOR
Key Performance
There are four very important types of services are given below in the table:

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Online Assembly Questions Submitted By
250 798 582
Hon'ble Members
Online Notices Submitted By Hon'ble
1 49 29
Members
Admitted Assembly Questions by Vidhan
1379 1566 1136
Sabha
Admitted Assembly Notices by Vidhan Sabha 91 218 144
Received (Diary) Assembly Questions 2789 2283 1869
Received (Diary) Assembly Notices 213 394 301
Raised Questions In Assembly House by
1420 1537 1171
Vidhan Sabha
Raised Notices In Assembly House by Vidhan
14 73 54
Sabha
Assembly Questions Replied Received from
1475 1601 1174
Government Department
Assembly Notices Replied Received from
56 145 88
Government Department
Bracketed Assembly Question 386 301 214
Bracketed Assembly Notices 34 70 107
Clubbed Assembly Question 172 161 105
Clubbed Assembly Notices 10 18 24
Assembly Bills Received from Government
20 28 31
Department
Others Papers Received from Government
215 376 384
Department
House Committee Reports Laid in the
181 180 179
Assembly House
Job Applications received by Vidhan Sabha 0 0 1511
Assembly List of Business 693 1024 1031
Vidhan Sabha Entry Passes 5100 4650 5352
MLA Tour Program (Hon’ble Speaker ) 103 125 114

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b. e-Services of 2016-17 through various delivery channels (% of volume)

On CSCs Department Mobile Others
line Counters Gateway including
Web any Social
media
All above mentioned
100% - - 60% -
e-Services for 2016-17

Description of e-Services
Various e-Services being provided by 3 components of e-Vidhan are as under:

Paperless Assembly Sessions

The first Paperless Assembly Session was held in August 2014. Since then, no
Manual Paper is received from the Government Departments and papers are laid
online in the House using Touch Screen on the tables of Members.

Dashboards for: Speaker, Ministers, MLAs, Administrative Secretaries, HODs,

Nodal Officers and employees.

e-Services:
 Online submission of Questions/Notices by MLAs
 Online Processing of Questions/Notices
 Sending Questions/Notices online to the departments
 Receiving Replies online from Departments
 Online Papers Laying in the House
 Online System for Reporters
 Online issuance and Police Verification of Entry Passes

Paperless Working of the House Committees

Paperless Working of the 15 House Committees was started in 2016. (Online
correspondence between House Committees and the Government Departments). The
MLAs participate in the online meeting of the House Committees.

Dashboards for: Members of the House Committees, Administrative Secretaries,

HODs, Nodal Officers and employees.

e-Services:-
 Online Meeting Agenda
 Online replies from departments w.r.t assurances, audit paras and
questionnaire etc.

e-Constituency Management:
e-Constituency Management was launched in Palampur Constituency in November
2016. Workshops are held for the concerned MLA, Pradhans, Up-Pradhans and
Departmental Heads/Nodal Offices in the respective Constituency.

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 Paperless Himachal Pradesh Legislative Assembly (e-Vidhan)

Dashboards for: MLA, SDM, Departmental Heads of Sub Divisional Level and
Associated staff.
e-Services:
 Online Monitoring of Public Works
 Online Monitoring of Grievances
 Online Management of Offices
 Receiving problems/suggestions by the respective MLAs online from their
constituents
 Sending messages to their constituent’s mobile app
Benefits: Improvement in Efficiency/ Productivity/ Reduction of Waiting Time
Paperless Assembly Sessions:
It helped to improve efficiency, engagement and productivity in the Government
Departments.

As the questions and notices are received from the MLAs, these are immediately sent
online by the Vidhan Sabha Secretariat to the concerned departments for preparing
the replies. After fixation for the day of the assembly session, the replies are sent
online by the departments and automatically laid in the House for the day using the
touch screen installed on the table of each Member.

Now, the departments take extra care for Data Consistency in Replies i.e. no
mismatch in the figures of similar kind of replies, which have been sent earlier,
Annual Reports and other papers to be laid in the Assembly House.

Legislatures, Scholars, Media and Public have the access to the Digital Library under
e-Vidhan public website for reading the current and previous assembly records such
as debates, bills, Questions & Replies, Notices, Speeches.

Paperless Working of the House Committees:

It also helped to improve efficiency, engagement and productivity in the Government
Departments.

Notices to the Members and departments are served well in time. Replies from the
departments are received in structured way for further analysis by the committee
using online tools.

The committee reports are available in the Digital Library after lying in the House
and comparative study of the actions taken may easily do.

e-Constituency Management:
This is a step towards e-Assembly to e-Democracy.

Using the e-Vidhan tools, the MLAs may know the current status of each activity in
their respective constituency.

It resulted in improving efficiency, engagement and productivity of the departmental

Heads and their field officers/officials.

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 Digital Empowerment - A cornerstone for eGovernance

Earlier system (pre-deployment) New System (post-deployment)

Services e-Services
MLAs were not computer savvy and Now MLAs are computer savvy and
efficient enough to use the latest expertise to use the latest information
information technology. technology.
Manual notice office for receiving Now automation of diaries of
questions/notices from MLA as well as question/notices in notice office and
replies from various government online receiving of replies.
departments.
Manual question and notices processing Now online system for processing
question and notices.
115 No .of copies required as a replies of No hard copies required.
questions
Paper lying manual. Paper lying through online system.
Libraries system. Online information provided through
Digital libraries.
Committee system is manual on files that Online Committee system is faster as
were slow to process. compare to manual system.
Manual entry passes Online creation of entry passes.
Manual police verification of passes QR Code for verification of passes.
Huge expenditure from travelling of No travelling expenditure on vehicles
vehicles to submit replies of to submit replies of question/notices
question/notices during the assembly during the assembly session.
session.
No e-interaction and efficient With the help of time to time training
communication between citizen and their provided by e-vidhan training centre
elective MLA now e-interaction and efficient
communication between citizen and
their elective MLA is possible.

Implementation Coverage as on today

H.P. Vidhan Sabha:
 Digital Paperless Assembly House.
 Automation of day to day functioning of all branches of Secretariat.

MLAs including Ministers, H.P.:

 All documents related to the House are made available online to Hon’ble
Members through touch screens installed on their tables and Mobile Apps.

All Departments of H.P. Government:

(54 Departments at the Government Secretariat, 84 HODs and 36 Undertakings/
Corporations)
 All papers for laying in the House during Assembly Sessions are sent/received
online from government departments using secure e-Vidhan website. No
manual paper is received.

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 All departments send online requests to H.P. Vidhan Sabha for entry passes
along with photographs. Entry passes are generated with QR Code, which is
mandatory for police verification.

15 House Committees of Legislative Assembly:

 House Committees are connected online with all government departments for
correspondences such as notices, questionnaires, and replies by departments.

Legislatures, Scholars, Media and Public:

 They have the access to the Digital Library under e-Vidhan public website for
reading the current and previous assembly records such as debates, bills,
Questions & Replies, Notices, Speeches.

Palampur Constituency:
 MLA, SDM, Departmental Heads of Sub Divisional Level and Associated
staff as well as the constituents are connected through MLA for
e-Constituency Management.

New Services / Enhancements

Roll out of H.P. model of e-Vidhan in other legislatures of India (42 Units)
 The Presiding officers, House Committees and teams of officers from 22 states
visited H.P. Legislative Assembly to study e-Vidhan and have shown interest
in rolling out of e-Vidhan H.P. model in their states.
 Several meetings were held with Hon’ble Union ministers at New Delhi
regarding the roll out of H.P. model of eVidhan in other legislatures of India
and establishing National e-Vidhan Academy (NeVA) at Tapovan
(Dharamshala) for providing trainings to Hon’ble MPs/MLAs and officers
from all over India
 Replica of e-Vidhan was setup on 36th India International Trade Fair from
14th to 27th Nov., 2016 at Pragati Maidan, New Delhi.
 Replica of e-Vidhan was setup on during Exhibition on Good Governance Day
organised by Govt. of India in Dec 2014 at New Delhi.

Roll out of Palampur model of e-Constituency Management in other constituencies of

Himachal Pradesh (67 Units)
 Decision taken by the Government of Himachal Pradesh
 All MLAs have shown interest in roll out it in their respective constituency

ENABLER INDICATORS
Approval of Detailed Project Report (DPR)
The DPR was prepared by the NIC in consultation with all stakeholders to automate
the process involved in working of House including various House Committees, its
Secretariat and managing constituencies by respective Hon'ble Members. It was
approved in 2013 by the Ministry of Electronics & Information Technology,
Government of India.

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Necessary Funding
After approval of the DPR, the necessary funds received from the Government of
India under World Bank assisted “India e-Delivery of Public Services DPL Project”
by the end of 2013 to develop and implement e-Vidhan System in Himachal Pradesh.

Constitution of e-Vidhan Committee

(35+ Meetings Held) In September 2013, a Committee was constituted to hold
monthly meetings under the chairmanship of Hon'ble Speaker, H.P. Legislative
Assembly for approving items, monitoring and steering of the e-Vidhan Project
comprising of members from H.P. Legislative Assembly, NIC, NICSI and H.P.
University (IT Department).

Constitution of the House Committee for e-Governance & General Purposes

(17+ Meetings Held) In April 2015, a House Committee was constituted comprising
of seven Members of H.P. Legislative Assembly under the chairmanship of Hon'ble
Speaker, for Monitoring the Implementation of e-Vidhan System & other e-
Governance issues in the State.

Preparation of RFP documents and Floating Open Tenders

RFP documents prepared and Open Tenders floated by the NICSI New Delhi for
procurement of Hardware, Manpower for software development and providing
technical support in day-to-day execution of the System.

Hardware Procurement
Computer hardware was provided for infrastructure development. Laptops provided
to the MLAs including Ministers and the employees of Legislative Assembly
Secretariat.

Internet Connectivity
Internet Leased Line of 34 MBPS was provided in both the premises of H.P.
Legislative Assembly one at Shimla and other at Dharamshala. Internet Dongles were
provided to the MLAs including Ministers.

Engagement of Technical Manpower

Technical manpower was engaged for software development and providing support to
the e-Vidhan solution. The software development manpower was discontinued after
the completion of the software whereas the support manpower which is essentially
required for smooth working and maintenance of e-Vidhan System is continuing.

Development of Infrastructure at Legislative Assembly

 Digital Assembly House:- Touch Screen installed on the table of each
Member, Display Panels, e-Vidhan Control Room, Audio/Video Recording
and Streaming, Video Conferencing, Touch Screen installed for Media persons
 e-Vidhan Wing to facilitate the e-Vidhan solution.
 e-Facilitation Centre for Hon'ble MLAs
 Hi-tech Training Room to provide continuous trainings to Hon'ble MLAs
including Minister, Employees of Legislative Assembly Secretariat and all
Government Departments

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 Digital Library
 Video Conferencing and Data Centre

Development of e-Vidhan Software

 Public Website (http://evidhan.nic.in) was developed using .NET MVC
Technology
 Secure Website (https://secure.evidhan.nic.in) was developed using .NET
MVC Technology
 Software for Papers Laying in the House as e-Book using .NET WPF
Technology
 Mobile Apps for Smart phones and Tablets were developed using Native and
Hybrid Technology
 The websites are hosted at National Cloud (MeghRaj) and auto-syncing with
Local Data Centre of H.P. Legislative Assembly
 Multilingual and Unicode compliant Software
 Integration with SMS and e-Mail Gateways for sending Alerts to all concerned
 In addition to the software modules related to the paperless working of
Members of Legislative Assembly, modules are also developed for various
branches of Legislative Assembly Secretariat such as Legislation, MAS
Branch, Account, Establishment, Admin, Public Relation etc.
 IPR of eVidhan software is with the NIC
 e-Vidhan Software suite comprising of Public Website, Secure Website,
House Applications and Mobile Apps, has become robust enough as 10 live
assembly sessions(7 at Shimla and 3 at Dharamshala) have been conducted
successfully till date, in the face of complexity and change in the business
process of Legislatures.

Connecting Govt. Departments with Legislative Assembly

54 Departments at the Government Secretariat are directly connected with Legislative
Assembly for sending replies/information using work-flow and role-based dashboards
in the secure website of e-Vidhan whereas 84 HODs and 36 Undertakings/
Corporations are further connected with the Government Secretariat for seeking
replies from them by the Government Secretariat using secure e-Vidhan website.

Connecting MLAs with Legislative Assembly

All MLAs including Ministers are connected with Legislative Assembly for sending
online questions and notices using work-flow and role-based dashboards in the secure
website as well as Mobile App of e-Vidhan.

Capacity Building
 Conferences/Workshops organised (5 Nos.)
 Training Programmes Conducted on Web Apps and Mobile Apps for MLAs,
Employees of Departments, Media (27+ Nos.)
 Trial Assembly Session for the Hon'ble MLAs and Ministers
 Many rounds of Discussions held by the Hon'ble Speaker with MLAs,
Administrative Secretaries and Media regarding the acceptance and
adaptability of Paperless Assembly Sessions

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Modification of Rules of Procedures

 Necessary amendments in the Rules of Procedure & conduct of Business of
H.P. Legislative Assembly have been carried out.
 Government Approvals Obtained.
 Necessary Office Orders issued.

VALUE INDICATORS
Learnings for sharing

Challenges Met
 The face of complexity and change in the business process of Legislatures.
 The involvement of MLAs including Ministers and Administrative Secretaries
to ensure that they support the transformation, which was extremely necessary
for the success of a project.
 In the face of complexity and change, shifting the mind-set of MLAs including
Ministers was the only way to not only cope but also make the implementation
journey more pleasurable and successful.
 Proper analysis of requirements could lead to increase the productivity and
saving in the long run.
 The implementation was done in stages to avoid any confusion and chaos.
 Adequate training was imparted to the MLAs including Ministers and
employees for making them comfortable in using the software applications.
 Special training and motivation before the implementation was also imparted.
 Suitable budget was allocated for infrastructure.
 Hardware and Software Security was also taken into the consideration.
 Milestones were set and achieved them in time.
 Sufficient Testing of e-Vidhan software was done so that it’s up to the needs
of stakeholders.

Learnings
 Building and managing a project schedule.
 Setting milestones and achieving them
 Managing the project triangle of triple constraint of time, cost, and scope
 Adopting a change management process early in the program that all
stakeholders will follow
 Building and trusting an effective team
 Succession planning: Identify successors and training them to facilitate the
online solution
 Finding support network: Adding more technical people to the professional
network/team to share and answer various questions
 Agile waterfalls work: The project was converted into modules (Sprints). Each
module was completed using waterfall steps; like, Conception, Initiation,
Analysis, Design, Construction, Testing, Implementation and finally
Maintenance
 Scope Management: Addressing scope creeping and allowing mandatory
requirements to be added. There must have an approval process for any
proposed scope changes and communicating this process to all stakeholders

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 Risk Management such as including potential delays into the project schedule
in receiving approvals from the Government

Digital Empowerment
 The e-Vidhan software application is cloud enabled, generic and multi-tenancy
product, which is hosted at National Cloud (MeghRaj) having the capability to
cope and perform under an increased or expanding workload. The e-Vidhan
Software suite comprises of Public Website, Secure Website, House
Applications and Mobile Apps, has become robust enough as 10 live assembly
sessions(7 at Shimla and 3 at Dharamshala) have been conducted successfully
till date, in the face of complexity and change in the business process of
Legislatures.
 The digital workspace securely delivers anytime, anywhere free-of-cost access
to the e-Vidhan application on any device including desktops, smartphones
and tablets, which is comprised of Public Website, Secure Website and Mobile
Apps can be accessed anytime anywhere without any charges.
 The software is multi-lingual and Unicode compliant.
 Integration with SMS and e-Mail Gateways

Green e-Governance
 By making H.P. Assembly paperless, there is approx. saving of Rs. 15 crores
per annum for H.P. State Government and 6096 number of trees saved from
felling.
 There is Minimum expenditure by Government Departments on manpower
and plying of vehicles between offices and Legislative Assembly Secretariat
during the Assembly sessions, which also resulted in environment saving and
carbon credit.
 Since launching of e-Vidhan System on 4th August 2014 by Hon’ble Chief
Minister Himachal Pradesh, all documents related to the House are made
available online to Hon’ble Members through touch screens installed on their
tables and Mobile Apps. All papers for laying in the House during Assembly
Sessions are sent/received online from government departments using secure
e-Vidhan website. No manual paper is received.
 Saving due to provision of e-interaction and efficient communication between
the citizen and their elected representatives (MLAs) using mobiles, tablets or
computers

Shri Sunder Singh Verma, Secretary, Himachal Pradesh Legislative Assembly,

Shimla , [email protected]

Shri Dharmesh Kumar, Director (IT) to Hon’ble Speaker, Himachal Pradesh

Legislative Assembly, Shimla , [email protected]

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 e-Cabinet
Department of Information Technology, Government of Manipur

Sumant Singh and Nambam Deben

Project Overview
The e-Cabinet application is designed and developed in-house by the Department of
Information Technology, Government of Manipur in co-ordination with Cabinet &
Confidential Department. The application is web based and it is one of the first
initiatives in Government of Manipur to utilize IT and e-Governance in an effective
manner at the highest level of decision making authority. With the help of this
application Cabinet process has been mapped increasing the efficiency and creating a
single platform. The e-Cabinet Application supports the go-green initiatives as it has
become entirely paper less. The whole process of receiving the proposals from
various Departments, to the finalization of the Cabinet Agenda list and approval by
the Cabinet is totally automated. The Memorandums and the associated Cabinet
decisions are archived for future reference.

The e-Cabinet Manipur was launched on 13th October, 2016. So far, 31 Cabinet
meetings have been done using e-Cabinet Application. The implementation of the e-
Cabinet in the State has brought about a considerable improvement in the overall
process in the conduct of the Cabinet meetings. As desired by the present
Government to conduct Cabinet Meetings at different locations of the State including
Hill District rather than State Head Quarter, as a pilot initiative a Cabinet Meeting
was successfully conducted in one of the Head Quarter of Hill District of the State.

RESULTS INDICATOR

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Cabinet schedule - - 31

b. Description of e-Services
‐ It’s a paperless initiative which is in sync with one of the e-Governance
objectives.
‐ Assist the Departments and the Cabinet Minister in preparation for the
Cabinet Meeting, conduct and review minutes, entirely without paper.
‐ Maintaining the confidentiality of the Cabinet Decisions.
‐ Streamline Government’s decision making process.
‐ Duration of Cabinet Session drastically reduced.
‐ Decision-making processes become more transparent and understandable.
‐ Data Digitization/archival of information.

Implementation
Facilitate respective Departments to view status of decision made by the State
Cabinet online.

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 e-Cabinet

a. Implementation Coverage as on today

All the Departments under the Government of Manipur
b. New Services / Enhancements
SMS service module is proposed to be included in the application for user’s
authentication and serving Cabinet Meeting notice. Further, Digital Signature
Certificate (DSC) concept is also proposed to be introduced in the application.
ENABLER INDICATORS
Change Management
‐ Adapting to the technology and other related processes online from the
leadership level to the level of sub-ordinate officers.
‐ Willingness of the Cabinet Ministers to embrace IT technologies.
‐ This has encouraged all the sub-ordinates officers/staff of the Government of
Manipur towards adopting the IT technology.

Government Process Re-engineering

Office Efficiency
 Faster retrieval of the records/data i.e. Agenda list, Cabinet Memorandum,
Annexure and decision taken by the Cabinet.
 Post & Pre Cabinet Meeting Records/data are made available online anytime
& anywhere to the Cabinet Ministers and User Departments.
 Bulk documents/old records on the Cabinet related matters which are being
maintained for the last 4 decades are proposed to be digitized so that office
space are freed up and records are archived digitally for future reference.

Capacity Building
‐ Training on e-Cabinet application was conducted with participants from all
Departments of Government of Manipur.
‐ Nodal officers & Deputy Nodal Officer were appointed for each Department
to liaise as a Point of Contact.
‐ Hands-on training for all the Cabinet Ministers was also conducted
successfully.

VALUE INDICATORS
Learnings for sharing
‐ Process-mapping of the offline Cabinet procedures
‐ Data Digitization of the existing offline Cabinet Memorandums &
Annexure.
‐ Mainly, Security issues regarding uploading of malicious file were resolved
in consultation with Cert-In empanelled auditor.
‐ Cross site request forgery issues were also closed after detailed deliberation.

Digital Empowerment
Since the initiative is Government to Government (G2G), there are no such
conditions in which stakeholders are not getting fully benefitted from the initiative.

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Green e-Governance
The Go-Green objective of the e-Governance has been achieved by conducting the
State Cabinet Meeting entirely paperless from lower level to the highest level of the
Government.

Shri Sumant Singh, Secretary (Information Technology), Department of Information

Technology, Government of Manipur, e-mail: [email protected]

Shri Nambam Deben, Additional Director, Department of Information Technology,

Government of Manipur. email: [email protected]

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 Computerization of Telangana Legislature

Computerization of Telangana Legislature

State Legislature, Government of Telangana & Centre for Good Governance

S Raja Sadaram, V Narasimha Charyulu, Rajendra Nimje and Maadhavi Sriram

Project Overview
Telangana Legislature Secretariat provides secretarial assistance to both the Houses
of the Legislature i.e. Legislative Assembly and Legislative Council. There are about
140 employees (Regular, Outsourcing & temporary) working in the legislature
secretariat in various positions. The services extended by the legislature secretariat
includes the facilitation for conducting the business of the house, facilitation to
introduce Bills by different Ministries, arrangements for various committee meetings,
maintaining the details of the members and theirs terms of execution, disbursement of
salaries, travel claims, medical claims, vehicle advance etc. to Honourable members,
provision of accommodation in guest houses to members and disbursement of
pensions and medical reimbursement to former members. Apart from these,
administrative functions of Legislature, Secretariat also has to manage the employees
working in the Legislature and also monitor the activities carried out by them.

With increasing functions in the legislature, the Telangana State Legislature took a
step in computerization of all functions with the help of Centre for Good Governance.
It is envisaged to become the role model for all legislatures, by leveraging the
information technology. CGG has developed and implemented web portal for
Telangana State Legislature and is made available in 3 languages i.e. English, Telugu
& Urdu. The project is intended to increase the efficiency in the functioning of the
legislature, ease the work of the employees in the legislature and facilitate better
services to the Hon’ble members of the legislature. The components of the project are
designed to address the strengthening and streamlining of the internal activities, ease
the monitoring and review, eliminate the redundant processes and bring in
transparency and accountability.

Hon’ble Members of the legislature are given online access to the information such as
Questions & Answers, Sessions, Bills, Debates, Statistics, Rules, and procedures etc.
Along with these components, the web portal also gives the information about the
Assembly, Council Houses and a detailed description provided about presiding
officers. Citizens can send suggestions through email to concerned constituency
members from the web portal ensuring the authenticity of citizen emailed
information.

The feature of GIS map integrated to the web portal for the easy process of plotting
the constituency wise member data to the spatial data which improved visualization
of the portal www.telanganalegislature.org.in which was launched on 19th February
2015. The project was initiated in June 2014 with initial discussions held with
Secretary and Legislature officials with skilled Centre for Good Governance team.
Also, a detailed requirement study was made in Legislature for understanding the
processes followed for identifying the automation.

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Stakeholders
The stakeholders of the Project are:
• Honorable Chairman, Council
• Honorable Speaker, Assembly
• Members of Council & Legislative Assembly
• Officials & employees of legislative secretariat
• Citizens
• Government Departments
Scope
• Develop a content rich Web Portal with dynamic updating of data with Liferay
Technology
• Computerization of all the functions in the Legislature Secretariat to improve the
Internal Efficiency and bring Transparency in the system.
• Development of Portal in Telugu & Urdu
• Integration of GIS Application into Portal.
• Mobile Service Delivery Gateway (MSDG) for member services and citizen
services
• Identification of Hardware requirement along with “wifi“ facility.
• Suggest suitable software resource person be engaged on the project for onsite
updating of the day-to-day activities on web portal and maintenance of software
applications
• Development of 24 IT modules

RESULTS INDICATORS
The projects contain 4 components
1. IT Development - 24 modules developed with masters, inputs, reports and
Dashboards (The list of modules are mentioned in section 2.2 scope)
2. Hardware procurement – Tender process to establish LAN, Server room and
install hardware devices
3. Capacity Building – Hand’s on training was given to Hon’ble Members as
well as employees of legislature
4. Hosting & Maintenance – 2 years support is being extended
Benefits of Implemented solution
 Information of Legislature such asHouse proceedings, committee reports,
session business, questions & answers etc. is made available to everyone
 Facilitates Members/Officers to monitor the house business.
 Speediness in communication with the departments
 Reduces user time &cost spent for access of information
 Achieve paperless House in view of computerization.
 Complete transparency in State Legislature.

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 Computerization of Telangana Legislature

The following details (Results) are published on web portal as on date:

S. No Assembly Council
1 Information of 120 Members Information of 40 Members
2 Officers – 140 --
3 Sessions -9 9
4 Questions – 1500 1200
5 Answers – 300 200
6 Debates – 90 80
7 Bills – 49 49
8 Resolutions – 19 19
9 Papers laid -65 65
10 Committee Reports – 20 10
11 Rules &Proceedures – 2 2

a. e-Services and Volumes

Volume of
S No Name of e-Service
Services
2016-17
1 Web portal
2 Legislature Administrative Services 49
3 Questions 56
4 Research & References 17
5 Member Services 22
6 Zero Hour Mentions 7
7 Legislation 16
8 Reception & Protocol (Passes) 8
9 Budget & Accounts 8
10 Employee Claims & Services 24
11 Human Resource Management System (HRMS) 10
12 Transportation 20
13 Member Login 33
14 Pensions 18
15 CCMS 6
16 Reporting 12
17 Member Claims 22
18 CPA 6
19 Committees 10
20 Accommodation 16
21 Building Maintenance 16
22 Leave Management 8
23 Stores 10

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 Digital Empowerment - A cornerstone for eGovernance

b. e-Services of 2016-17
Online
Questions 3000
Business 500
Committee Notices 200

The above mentioned services are delivered during session meetings and committee
meetings.

Description of e-Services
The services are developed for internal automation of Legislature Brief Description
on IT Services:

S e-Assembly
Objectives/Services Description
No Module
1 Web Portal The Web Portal with a host of information
pertaining to both the houses of Telangana
legislature. The information in Web Portal is made
available in 3 languages English, Telugu & Urdu.
The information of current Legislature, profiles of
Presiding officers like a speaker, details of the
Members, the rules & procedures, details of
legislature committees, etc are to be provided in the
portal. A citizen can file an e-petition through the
service provided in the web portal.
2 Legislature A Comprehensive databank of member information
Administrative serving in different constituencies and also the
services overall management of all member information;
Information like who is who, constituency wise,
District wise, Party wise reports etc of all members
is available in electronic format.
3 Member Services The System is developed for a capture of the
Monthly Telephone bills of Presiding and political
Officials and Legislature. Materials/stock issued to
Members is also monitored.
The System is developed for a capture
4 Member Claims The System is developed for a capture of the claims
information and generate reports required for
tracking the claim requests such as Monthly salary,
Travel Claim's, Medical Claim and Motor car
Advance. The MIS Reports for higher officials
quick review are provided.
5 Questions The system is developed with complete workflow
of Questions processing, which includes capturing

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 Computerization of Telangana Legislature

of the questions submitted by the members,

approval by the Honorable speaker, daily posting of
questions discussed in the house during the session
days, communication of the questions to the
departments for replies and communication of the
answers (received from departments) to the
members. The online system developed for
departments to know Questions approved by the
Hon'ble Speaker and Chairman and Questions
Posted by the Legislature.
6 CCMS Comprehensive Communication Management
System (CCMS) is an integrated communication
tool which enables group communication like email
and SMS. Provision will be given to create required
groups and communicate with the group using
SMS/ email facilities. All the
correspondence/communication sent/received can
be recorded using this system for future reference.
7 Reception The system is developed for issuing of passes
&Protocol(Passes) pertaining to Legislator visitor's before and during
the session days with concerned official
authorization. The system captures the visitor's
requisition details such as purpose, name,
designation etc. MIS Reports for Officials quick
review are generated.
8 Reporting This system is developed to maintain the hour-
wise, day-wise session proceedings and also to
maintain the version control of the proceedings.
This module will be integrated with the Archives
module, such that all the approved session
proceedings will be archived and retrieved
9 Legislation Repository of all the Bills, Ordinances,
Resolutions, Summoning and Prorogation
Notifications, Bulletins etc.. A comprehensive
communication management system (CCMS) is
also integrated for intimation of meetings,
communication of Bills, etc can be sent
simultaneously to all members as the CCMS
system is enabled to send bulk emails, SMS.
10 Committees The System is developed for capturing the details
of the committees and its members, and also tracks
the meetings of the committees. The committees’
user will coordinate the committee meetings of all
committees and CCMS module will be integrated
to enable the group email and SMS.

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 Digital Empowerment - A cornerstone for eGovernance

11 HRMS A Comprehensive databank of employees

working in the Legislature secretariat and also
overall management of all employee
information; maintain Service Registers of all
employees in electronic format, assessment of
the vacancy positions, planning the recruitments
& postings, integrate with office procedures like
transfers & promotions, Leave management,
Movement register, work log .etc functions.
12 Pensions Automate the services that are carried out in the
pension section such as enrolling a new pensioner,
processing for monthly Pension payments,
Sanction and payment of Pension to all Ex.
Legislators and widows, report generation of
various statements for submission to banks and
AG office or other higher officials.
13 Research & The System for collect and save the e-Clippings
Reference from online resources, which will ease the collation
of the information for preparation of Background
Notes and also submit the members when requested
for information. Capture the details of the duration
of the speech/discussion by each member and also
the subject of the discussion. The MIS reports for
analyzing the subject-wise, member-wise, meeting-
wise time taken for discussions can be generated
from the system.
14 Employee Claims The System is developed for capturing the details
&Employee of Legislature Officers & their Claims and services
Services such as processing of Increments, Loans &
Advances, Appointments of Peshi Staff, Medical
reimbursements, Sanctioning of GPF Loans, etc.
15 Accommodation A comprehensive databank of the Quarters, details
of allotments, details of the requests received for
repairs and automation of the payments to be made
by the users, the process of allotment as the
vacancy position in different locations can be
viewed from the database from any location and
also to effectively track the allotments made to the
members and requests of repair activities.
Building The system is developed for capturing the details
16 maintenance of the payments towards rent and other charges
and will enable to effectively track the payments
due from members and also commercial
revenues.

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 Computerization of Telangana Legislature

17 eOffice The leave Monitoring System is developed for

capturing of Leaves and the monthly attendance
of employees. Payroll can be generated from the
system itself and the officials can monitor the
employee-wise punctuality and leaves
18 CPA The system is developed for the capture of CPA
Meetings Information and integrated with CCMS
module for communication management.
19 Transportation A Comprehensive data bank of both hired and own
vehicles and will enable to effectively track the fuel
consumption payments and expenses made towards
these vehicles. Further, it will also facilitate
approval of bills, sanction orders, issue of cheques
for the purposes of maintenance of vehicles, hiring
of vehicles.
20 Stores The System is developed to effectively manage the
inventory receipts and issues. The system will
enable to analyze the consumption pattern of
various materials, manage the stock effectively,
reduce the time for the issue of materials and also
generate all the MIS reports required. Quick
Response (QR) codes can also integrate.
21 Budget and The System is developed for capture the Budget
Accounts Estimates of each Legislature section. Integration
will be done with Finance department portal so as
to integrate the head-wise budget posted in the
online Portal. Automatic generation of Budget
Control Register & Reconciliation Statements.
22 Member Login A Dashboard is created wherein the information
such as News articles & e-reads required as
supporting documents during the sessions, Alerts
for the sessions, key indicators of the Government,
Agenda, and Questions for the sessions, forms etc.
are made available. Also, their personal
information such as pay slips, details of the claims
etc. will be provided.
23 Zero hour The System is generated to capture Zero hour
mention details like Mention number, upload
mention, department and who raised that
mention. The System is providing the mailing
facility to concerned departments for the
mentions raised to get the answer replies. The
system will automatically generate the Draft and
Final letters to related raised mentions.

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 Digital Empowerment - A cornerstone for eGovernance

Prior to the Implementation

There was no IT System and web portal prior to deployment which made it very
difficult for department officials and the public to know the Legislature information
during session days and committee meetings. Also, the communication with the
departments for obtaining the replies to the questions submitted by the Hon’ble
Members was very tedious. It was very difficult to keep track of the status of various
claims submitted by the members and the processing used to take more time. The
major challenges to address are:

 Developing a content Management portal using New technology i.e. Open

source content management portal
 Obtaining language specific data. (Telugu and Urdu)
 Data Collection & finalization of the complete Legislature information for
publishing.
 Complete understanding of the user requirement and developing workflows
 Integrating different systems and technologies at single place
 Change Management - Repeated Change requests from the clients.

The outcome after deployment is

 Information access – Web portal is made available with the updated
information on the activities of the legislature
(http://www.telanganalegislature.org.in)
 Content Rich features of the portal – Content is published for both the
Houses i.e. Assembly & Council separately and the web pages can also be
accessed as individual websites
 Speediness (in service delivery) – Available to public in few clicks &
dynamic updating of content from modules to web portal. Communication
with the Hon’ble Members and the departments has become very fast
 Quick Processing of requests from Hon’ble Members – The claim requests
made by the Hon’ble Members for Salary, Travel and Medical claims, pension
claims by ex-Members, etc. are processed quickly as all the calculations are
made automatic and the required templates for processing are generated from
the system.
 Accountability & Transparency - Designed to address the strengthening and
streamlining of the internal activities, ease the monitoring and review,
eliminate the redundant processes.
 Responsiveness-A fast, responsive interface designed (i.e. Liferay Portal)
extremely easy and enjoyable to use for every user.

Implementation
 The web portal is developed using content management portal technology
which makes it a highly flexible and dynamic portal. It is also available in
local languages (Telugu and Urdu) which increased awareness about the day
to day activities in the Legislature for the public and Hon’ble members.

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 Computerization of Telangana Legislature

 The information about the sessions and committee meetings is dynamically

updated in the website through the portlets integration with the modules
developed
 Communication with the Hon’ble Members and the departments is made quick
& easy with the integration of group SMS and group email service in all the
modules
 Individual login is enabled for Hon’ble members for accessing the session
information and the news paper articles.
 The solution implemented is scalable and replicable
Implementation Coverage as on today
All the sections of Legislature are implementing the system and below stakeholders
are accessing;
Stakeholders:
 Honorable Chairman, Council
 Honorable Speaker, Assembly
 Members of Council & Legislative Assembly (120 MLA’s & 40 MLC’s)
 Officials & employees of legislative secretariat (About 150 officers)
 Citizens
 Government Departments (About 200 departments)
News Services / Enhancements
Module wise services are developed as per the end user requirement. New services
are incorporated as and when required. The Telugu and Urdu web portal are
developed and inaugurated in the year 2017 for improved access to the citizens.
Citizens are provided with a service to submit their suggestions to the Hon’ble
Members. Telugu editors are integrated in the reporting module for generating the
summary of Member speeches during the sessions in Telugu language also.

ENABLER INDICATORS
Project Management Approach
CGGs’ Project Management Approach has been designed to cover eight vital areas of
project management:
 Expectation Management: Defines and sets key expectations and level of
authorities within CGG and Telangana Legislature.
 Quality Management: Defines key quality management measurements and
processes during project lifecycle.
 Project Planning and Control: Defines practices to manage project costs,
schedules and deliverables throughout the project lifecycle.
 Risk Management: Defines practices to quantify potential risks, prepare risk
mitigation plans and raise early warnings, as required.
 Scope Management: Defines practices to manage change (addition, reduction
and modification of the functionality) by establishing key decision making
criteria and striking a balance between functionality to deliver, project
schedule and costs.
 Inter-Group Coordination: Defines practices to facilitate inter-group
cooperation to leverage the entire strength of both TELANGANA. Legislature

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 Digital Empowerment - A cornerstone for eGovernance

and CGG, including support teams for project resources, standard practices,
training and development, and technical assistance.
 Technology Audits: Defines practices to establish, follow and control
technology aspects, i.e. development and deployment environment, tools used,
system architecture etc. This facilitates a high-level of on-going performance,
scalability, extendibility and maintainability through regularly scheduled
audits.
 Process Audits: Defines practices to establish, follow and control the quality
aspects through regularly scheduled process audits.

Project Tracking and Control

 Progress Reviews conducted with the members of CGG and Telangana
Legislature.
 Adherence to processes, by facilitating regular internal and external audits of
all process followed in project delivery.
 Structured walkthroughs of deliverables will be conducted with both
Telangana Legislature representative and the CGG Team to ensure high
content quality and removal of defects. In all Phases, Assessments will be
conducted with the help of Quality Control Analyst for quality assurance
verification.
 Stage Exits will be conducted with Telangana Legislature representatives to
review the deliverables in the stage, and to address issues and revise the
project plan.

Status Reporting
The Project Manager updates the status report on a monthly basis to update the CGG
and Telangana Legislature Team about recent completions, accomplishments, and
efforts expended.

Capacity Building
To manage large scale application and to manage Complexities of new environment
to users CGG conducted 2 days hands on residential training to 140 Telangana
Legislature employees. Continuous training has been provided to the users as per the
implementation support required & also onsite support is provided.

VALUE INDICATORS
Learnings for sharing
This project will be a good case study for adopting in other state legislatures. The
web portal as well as software modules developed for all usage in all the sections are
developed using Open source technologies and the cost of replication is also very
less.

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 Computerization of Telangana Legislature

Digital Empowerment
Telangana Legislature intends to digitize the house related data such as Business,
Questions, Answers, Debates, Bills, Resolutions, Ordinances, Papers laid, statistics,
rules, member information, pensioners(ex-member) data, committee notices and
reports. The digitized Legislature information circulated to concerned departments for
timely submission of replies through email and SMS or through login. Also, have
provision to view the legislature circulated information in department logins for quick
submission of questions to departments and answers to legislature during session
days. Before the committee meetings the meeting intimations are generated from
system and submitting online and email to departments. After the committee
meetings, the reports are published in web portal.

Green e-Governance
The Objective of Computerization of Legislature (e-Legislature) is paper less. The
activities carried out in sections such as Questions, Legislation, Committees, member
claims, services, pensions etc., are automated and generating the required forms and
submitting through online. During the sessions and committees, the meeting notices,
List of business, questions are sending through email and publishing in web portal.

Shri S Raja Sadaram, Immediate Past Secretary to State Legislature, Telangana

Dr V Narasimha Charyulu, Secretary to State Legislature, Telangana. email:

[email protected]

Shri Rajendra Nimje, ex IAS, Director General, Centre for Good

Governance, Govt. of Telangana. [email protected]

Ms Maadhavi Sriram, Sr Project Manager, Centre for Good Governance, Govt. of

Telangana. [email protected]

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 MADAD - A Social Reach out Program for
Overseas Indians in Distress
Ministry of External Affairs, CPV Division, Government of India.

Upender Singh Rawat and Shalini Mathur

PROJECT OVERVIEW
MADAD, an unique digital platform to connect the Indian Government with millions
of Indians abroad, in time of distress and need. A citizen in distress can reach out to
MEA by logging in a request for help, which is then addressed through a streamlined
automated process in a timely, transparent manner. Comprising of an online portal, a
mobile app, email plus SMS alerts facility and a call center, the MADAD platform is
rolled out to 180+ Indian Missions/Posts. MADAD is an integral part of the
Government’s “Good Governance” initiative and is highly promoted by the Hon’ble
Prime Minister and Hon’ble External Affairs Minister.

The Indian diaspora face a variety of problems and seek help from the Indian
government – for example, in matters related to salary payment by employer,
harassment at work, marital discord, being implicated in a criminal case, or when
they need to send the mortal remains of a loved one who had died overseas back to
India. In these situations, the victim or his friends and family reach out to the nearest
Embassy/Consulate or the Ministry in India, through its Consular, Passport and Visa
(CPV) division.

Earlier, the Ministry had no systematic mechanism for handling such requests for
help. The connect was either through phone calls, emails or letter correspondence.
Many a times there was duplicity of effort as the same grievance came in through
multiple channels. There was no formal tracking or monitoring possible which led to
delays, lack of transparency and inability to fix accountability.
Keeping in line with the
Government’s Digital India
initiative, the Ministry launched
MADAD - a simple multi-channel
digital platform, to effectively log,
track and address such calls for
help. A request for help can be
logged through the online portal
(www.madad.gov.in) or a mobile
app (available across Android, iOS and Windows platforms) or through a multi
lingual call center. The request flows through to the concerned Indian Mission who is
now accountable for its redressal. Requests which are unattended are automatically
escalated and Red-Amber-Green dashboards highlight concern areas to the
Embassy/Consulate and Ministry higher ups.
Regular status updates are available to the citizen through email and SMS alerts – as
well as through the portal, the mobile app and call center.

To our knowledge, no other country in the world offers such an integrated platform
for providing transparent and traceable assistance.

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 MADAD - A social reach out program for Overseas Indians in distress

RESULTS INDICATOR
Key Performance
Following are the services are as below –

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Request for Help 1018 6455 12769
Student Registration - - 10927
Logging Details of Indians Imprisoned
- \8085 3929
Abroad
Logging Details of Usage of ICWF Fund 473 1878 1835

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs Departmen Mobile Others
Web t Counters Gateway including
any Social
media
Request for
48% NA 48% 4% -
Help
Student 90% NA - 10% -
Registration
Logging
Details of
Indians NA NA 100% NA -
Imprisoned
Abroad
Logging
Details of NA NA 100% NA -
Usage of
ICWF Fund

Description of e-Services
The services provided under the Madad Project fall in the G2C and G2G category.
The e-services provided under MADAD platform are

Help request logging and tracking

The MADAD online portal and/or
mobile app is used by citizens to log help
requests, and to track the same until
resolution.

The main categories of help request

handled on the MADAD platform
include: issues related to asylees, Birth
Certificates for children born abroad,
Death/Accident Compensation, violation

401
 Digital Empowerm
ment - A cornerstone for
f eGovernance

off terms of the laboour contracts, couurt cases against Indian workers, problems relatingg
to Indian domestiic workers abrooad, consular asssistance for Ind dians imprisonedd
abbroad, assistance in cases of maarital disputes, transportation
t off mortal remainss,
prrocessing of ‘No Obligation to Reeturn to India’ (N NORI) Certificatees, repatriation oof
Inndian nationals, issues relating to t settlement off salary dues, co omplaints againsst
recruiting agents,, complaints of o sexual abusse, complaints against foreignn
emmployer/sponsor, tracing the wherreabouts of missiing Indians abroaad and complaintts
off physical abuse of
o Indian workerss abroad.

Thhe functional archhitecture of the MADAD

M system is
i illustrated belo
ow:

Sttudent Registratioon Module

Inndian students abbroad can directtly register them mselves on the Portal.
P With thiss,
stuudent data is now
w readily available with the Ministry & with the Indian
I Mission oof
Inndian students in their
t jurisdiction.. This information will be used to provide effectivee
coonsular services whenever requirred and also to analyse patternss of migration oof
Inndian students andd the educationall courses that aree popular with theem. This data cann
alsso help the Minnistry to proactivvely reach out to t Indian studen nts, as and whenn
neeeded.

Prrisoners Module
Thhe MADAD plattform includes a module for colleecting detailed data d on all knownn
Inndian prisoners inn various countriees. The informatiion helps generatte actionable dataa
for follow up by Missions/Posts,
M in terms of seekingg regular consularr access, ensuringg
the wellbeing of Inndian prisoners, extending legal assistance,
a filing
g bail applications
whherever required,, exploring opporrtunities for transsfer of sentenced prisoners to Indiaa
unnder bilateral/mulltilateral agreemeents, tracking thee release dates of various prisonerrs
annd facilitating theeir repatriation, forwarding
f mercyy petitions on beehalf of prisonerss,
etcc.

ICCWF Module
A module for trackking Indian Com mmunity Welfare Funds (ICWF) available
a with ouur
M
Missions/Posts abbroad has been included to thee MADAD platfform. This helps
geenerate useful data
d on incomee generated by Missions/Posts through ICWF F
suurcharge, trackingg accumulation of
o ICWF balancess, monitoring ICWWF utilisation byy

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 MAD
DAD - A social reachh out program for Oveerseas Indians in distrress

eaach Mission undeer various heads permitted

p by the guidelines and also
a plan efficiennt
intter-Mission transsfer of ICWF funnds in times of urgent
u need such h as evacuation oof
Inndian nationals from
f conflict afffected countriess. It would also o be possible too
coonveniently generrate tables and chharts for analysis of utilisation pattterns.

Beenefits accrued byy different stakehholders of the sysstem are as per figure below:

Trransformation broought in by the Madad

M platform iss as per illustratio
on below:

Immplementation
Immplementation Coverage
C as on tooday
Thhe system is rolleed out globally and
a serves the Inndian community
y (over 13 millionn
Noon-Resident Indiians and 18 million people of Inndian origin and their relatives inn
Inndia who may reqquire assistance. The
T Students Registration Modulle, which is a parrt
off the MADAD portal, potentially extends the coverage of thee platform to ann
estimated 6.5 Lakkh Indian studennts studying abroad. All the In ndian embassiess,
Coonsulates as well as the MEA caan now track annd monitor such requests for helpp
thrrough the MADA AD platform.

403
 Digital Empowerment - A cornerstone for eGovernance

Since the implementation of the project in February 2015, nearly 99,500 Indians have
registered and 23,500 requests for help have been logged in the system. Out of these,
18,000 requests for help have been addressed to date.

New Services / Enhancements

The platform was initially aimed at the overseas Indian community (numbering over
13 million Non-Resident Indians and 18 million Persons of Indian Origin) and their
relatives in India who desire any assistance. The Ministry is now looking to leverage
the platform to provide other services to the Indian diaspora.

The MADAD system has been enhanced to include a number of other features related
to Mission/Post processing. These are:
 Student registration which collects the details of all students abroad to help
them in times of need
 Maintenance of details for Indians imprisoned abroad
 Maintenance of Indian Citizens Welfare Fund (ICWF) details (Income and
Expenditure for every Mission/Post)
 Maintenance of CPV Returns statistics (like details of Passports/Other Travel
Documents/Visa issued, Consular/other Services rendered for every
Mission/Post) (under development)
 Quarterly Performance Evaluation for Outsourced Service Providers (OSP)
like VFS/BLS contracted to provide limited Visa and Passport Services by
some Indian Missions/Posts

Going forward, the ministry is hoping to leverage MADAD to proactively reach out
to the Indian diaspora for issuing advisories and/or safety measures, in emergency
situations. The platform can potentially be extended to deliver all consular services.

ENABLER INDICATORS
Process Re- engineering
Earlier, there was no systematic mechanism for reaching out /handling requests for
help from overseas Indians in distress. The connect was either through phone calls,
emails or letter correspondence. Many a times there was duplicity of effort as the
same grievance came in through multiple channels. There was no formal tracking or
monitoring possible which led to delays, lack of transparency and inability to fix
accountability.

The entire process to deal with such requests for help is now streamlined with the
help of the MADAD platform.

A workflow based system ensures a consistent process is followed across the 180+
Missions and the various departments within the Ministry.

All the Indian Embassies/Consulates as well as the MEA now track and monitor
requests for help through the agile and technically best-in-class MADAD platform.
MADAD has infused greater productivity, efficiency, reliability and accountability
into the ‘request for help’ handling process.

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 MAD
DAD - A social reachh out program for Oveerseas Indians in distrress

Prrogram Manageement
Prrogram Managem ment and monitooring has been coore to the success of the projectt.
Hoon’ble External Affairs
A Minister and her office were w involved in all phases of thee
prrogram. Regular reviews were coonducted for adm ministrative and faacilitation supporrt
for the implementaation and stabilizaation of the projeect.

Ministry also heldd an online comppetition on mygoov.in by inviting

M g entries from thee
puublic suggesting a suitable logo anda tagline for the
t proposed porrtal. The winningg
enntries for the logoo and the taglinee, which were peersonally selected
d by the Hon’blee
Exxternal Affairs Minister,
M were designed by tw wo separate perssons; these weree
coombined to produuce the final resullt. The two winnners were also aw
warded cash prizes
off Rs.50,000 each.

Poost implementatioon, Hon’ble Exteernal Affairs Minnister herself alonng with her officee
keept a close watch on the various reequests logged. All
A escalated casses were reviewedd
onn regular basis too ensure timely resolution
r of thee requests. Intuiitive Red-Amberr-
Grreen dashboards gave real time visibility
v on the progress
p to Miniistry officials andd
thiis helped in ennsuring consistennt usage across the Embassies//Consulates. Thee
M
Ministry proactively monitored thee project progresss and identified /h
handled any riskks
peerceived.

Ch hange managem ment & Commun nication across 180+

1 Indian Missions/Posts
Suuccess of the plaatform could
bee achieved with w active
prromotion by the Prime
M
Minister and thhe Hon'ble
Exxternal Affairs Minister in
their address to Inddian diaspora
onn their trips abroad.
a The
platform was also a widely
addvertised throughh the websites
off the Ministry of External
Afffairs and also Missions
M and
Poosts abroad. The helplines run
byy the Overseaas Workers
Reesource Centre (OWRC), the Migrant Resourrce Centres (MR RCs) the Indiann
W
Workers Resourcee Centres (IWRC Cs) in UAE, Mallaysia and Saudii Arabia were alll
linnked to the MA ADAD platform, thereby increassing awareness among a emigrantts
abbout the existencee of the MADAD D platform. The Hon’ble
H Externall Affairs Ministeer
alsso organized speecial briefings for
f the Memberss of the Standin ng Committee onn
Exxternal Affairs and the Consultative Committtee on External Affairs on thee
caapabilities of the MADAD
M portal. Representatives of the media werre also invited foor
thiis briefing, so as
a to provide meedia coverage foor the portal and d enhance publicc
awwareness. The soocial media handdles of the Hon’bble External Afffairs Minister andd
M
MEA’s Spokesperson were also ussed to disseminatte the capabilitiess of the MADAD D
poortal.

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 Digital Empowerment - A cornerstone for eGovernance

VALUE INDICATORS
Learnings for sharing
Key Achievements
The successful implementation and rollout of MADAD, has been a truly rewarding
and great learning experience. Some of the recommendations to those executing such
programs are listed below:
a. Have a well-defined project Vision – This will help drive a consistent message
through all stakeholders and ensure that the entire team is working on a
common objective, well understood by all.
b. Ensure senior leadership commitment – A project of this size would require
timely decision making and support in multifarious critical areas. With the
senior management being completely involved and up-to-date on the program,
getting their timely advise and intervention becomes easy. This helps the
program overcome roadblocks, if any, and move ahead at the desired pace.
c. Ensure the selection of a financially and technically strong Service Partner –
The project should select a technically strong and financially resilient private
Service Partner who will imbibe the project vision as conceived by the
Government, and help achieve project objectives with passion and drive. For
example, in the case of MADAD, the Service Partner Tata Consultancy
Services (TCS) has stood by MEA through the various stages of the project
and played a critical role in its successful operationalisation and smooth
functioning.
d. Ensure the new system does not focus on technical aspects/automation alone –
but also on the re-engineering / streamlining of processes as well as the
operational aspects – When embarking on a new initiative, out-of-the-box
thinking is essential to bring in simplicity and enhanced efficiencies. The end-
to-end processes including interfaces with external entities should be looked at
and integrated wherever possible.
e. Ensure the adoption of the right implementation approach coupled with a
comprehensive change and communication management strategy – A well-
defined project plan listing the various phases of implementation should be
created.

Digital Empowerment
The system is rolled out globally and serves the Indian community (numbering over
13 million Non-Resident Indians and 18 million Persons of Indian Origin) and their
relatives in India who may desire assistance. The Students Registration Module,
which is a part of the MADAD portal, potentially extends the coverage of the
platform to an estimated 650,000 Indian students studying abroad. All the 180+
Indian Missions/Posts as well as the MEA now track and monitor such requests for
help through the MADAD platform.
 The platform has been designed for ease of use, as a large part of the Indian
overseas community comprises of semi-literate or illiterate workers.
 The MADAD Portal, available in English and Hindi provides anywhere
anytime access to up-to-date information.
 The MADAD call centre is available in 10 regional languages to help
illiterate grievants, or those who are not web savvy, register a help request
and to provide them status updates whenever requested. The call center

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 MADAD - A social reach out program for Overseas Indians in distress

services are available round the clock, seven days a week using a toll free
number.
 Further, the platform has been designed for high performance and
availability to ensure that it’s available anytime, anywhere when a citizen in
distress needs it.
 MADAD has infused greater productivity, efficiency, reliability and
accountability into the ‘request for help’ handling process.

Green e-Governance
MADAD shows incredible promise for the future. Indians and their families living
abroad save on effort, time, and money on travel and fuel. It is environmentally
friendly since the entire process is digitized. Till date 400+ realms of paper have been
saved. It has yielded 40+ Crore INR saving in communication & other costs. Saved
travel by approx. 20,00,000+ Kms and has saved 1,60,000+ PDs of redressal and
follow-up time. By building a world class digital platform, the Ministry has generated
a tremendous amount of good will and enhanced the brand image of India.

Shri Upender Singh Rawat, Joint Secretary (CPV), Ministry of External Affairs,
CPV Division, Government of India. [email protected]

Smt Shalini Mathur, Program Director, Tata Consultancy Services, Noida.

[email protected]

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 De-duplicating and Identifying Potential Beneficiary for
Pradhan Mantri Ujjwala Yojana (PMUY)
Ministry of Petroleum and Natural Gas, Government of India &
NIC, Meity, Government of India

Ashutosh Jindal and G Mayil Muthu Kumaran

PROJECT OVERVIEW
Introduction: Pradhan Mantri Ujjwala Yojana (PMUY) is aimed at providing 5 crore
free LPG connections in 3 financial years (2016-19) to the women belonging to
Below Poverty Line (as per the Socio Economic Caste Census data) across the
country. In governance, voluminous and redundant data of individuals gets collected
in digitized databases. At times certain duplicates infiltrate the digitized databases
which pave the way for misuse of the government Subsidies by unintended,
fraudulent and ghost beneficiaries.

Textual & demographic algorithm: Textual and Demographic de-duplication (TDD)

is a well-defined evolutionary algorithm which aims to identify transformed or direct
forms of same person’s identity exhibited as multiple persons in the database. De-
duplication of PMUY application data is carried out on the basis of Name, Address
and AHL_TIN The results are thus termed as SUSPECTS. De-duplication is carried
out for Waitlist (People who have applied for the new connection under PMUY and
waiting for the connection to be released) and Delta data (Data requesting
modification like ADD/DELETE).

Intended benefits: The SUSPECTS found from TDD algorithm are sent for field
verification to the department. If the SUSPECT turns out to be deceitful then it is
blocked from the benefited list and is termed as a DUPLICATE, else it is rejected as a
FALSE POSITIVE.

The duplicate applicants are blocked from receiving the gas connection under PMUY
such as the benefit of the scheme reaches the intended beneficiaries only. The project
aids in saving huge amount of subsidy of the Government. In essence, TDD is
developed with an intention to use technology in the form of algorithm without the
use of any biometrics, expensive additional electronic equipment or beneficiary’s
presence to excerpt the fraudulent suspects.

Present Status: All the 36 States/UTs have been made live on a record breaking time
of 3 Months and real time deduplication for all the States/UTs are taking place on
daily basis.

Key reason for nomination:

 In accordance to the “One Household One LPG Connection” scheme, this
project executes De-duplication on the basis of AHL_TIN which is a 26 digit
unique identification number where the 1st 24 digits are same for each family
and the last 2 digits differ for every member within the family, to uniquely
identify duplicates within a family which otherwise is beyond the bounds of
possibility.

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 De-duplicating and Identifying potential beneficiary for PMUY

 There exist various technologies such as biometric authentication - finger print

through UIDAI, iris and face recognition to identify duplicates, but it requires
the physical presence of the beneficiaries. Textual and Demographic De-
duplication on the other hand is executed on the data, through skillfully
designed algorithms.
 As per TOI article dated 7th Feb 2017, It is found that as on April 1, 2015,
33.4 million connections have been identified and blocked, saving Rs 21,000
crore subsidy in 2014-15 and 2015-16. PMUY De-duplication has played a
key role in achieving the aforesaid success.

RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Applicant data reception through web 2,63,08,548
- -
services (per day) (72,078)
Possible duplicates identified through 81,20,925
- -
De-duplication (per day) (22,249)
Reception of Delta data (new
2,04,03,877
connections released under PMUY) - -
(55,901)
through web services (Per day)
Possible duplicates identified through 9,62,560
- -
De-duplication (per day) (2,637)

Description of e-Services
 The project is carried out on behalf of Ministry of Petroleum and Natural Gas,
for the Oil Marketing Companies namely Bharat Petroleum Corporation Ltd.
(BPCL), Hindustan Petroleum Corporation Ltd. (HPCL) and Indian Oil
Corporation Ltd. (IOCL).
 Web services are generated for Data exchange between NIC and OMC. The
following activities are carried out on daily basis through web services:
o OMCs send PMUY application to NIC for De-duplication
o NIC dispatches De-duplication results (Possible Duplicates) to OMCs.
o OMCs send the delta data (new connections released under PMUY) to
NIC.
o NIC dispatches the Delta De-duplication results (Possible Duplicates) to
OMCs.

Implementation
 Implementation of De-duplication activity for all 36 States/UTs on the basis of
Name, Address and AHL_TIN.
 Implementation of Web Services for Data Exchange.
 Implementation of new features such as beneficiary locking system where in,
if a beneficiary applies for a connection from more than one OMC at the same

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time, the connection is released by one OMC on first come first serve basis
and the other requests are dropped.

Implementation Coverage as on today

Ujjwala waitlist Ujjwala delta

States/ Total Total Suspect Total Total Suspect
UTs Consumers Suspects (%) Consumers Suspects (%)
36 2,63,08,548 81,20,925 30.87 2,04,03,877 9,62,560 4.72

New Services / Enhancements

The whole project is to be made into a single component, which can be further used
for various other government projects. One area where Textual and Demographic De-
duplication can be of value is in ensuring fair usage of Government funds in projects
like Public Distribution System, Agricultural subsidies, Petroleum subsidies,
Educational grants, Development authority subsidies and other such sectors. Another
area is preventing the misuse of Government identification cards where one
individual possess multiple/ duplicate identification cards. To name a few Passports,
Government health cards, Election IDs, Driving Licenses, Insurance policies and
other similar domains. All these are sectors where textual and demographic de-
duplication has immense application.

ENABLER INDICATORS
1. Fully Automated Model
2. Preprocessing and Reduction Algorithms
3. Insufficiency Qualifier Algorithm

Fully Automated Model

 The whole de-duplication process is fully automated from start (Data
Reception from OMCs) to end (Result generation and transfer to OMCs)
without any manual intervention.
 Data reception from OMCs and the result transfer to OMCs are fully
automated through web services.

Preprocessing and Reduction Algorithms

Data Preprocessing/Reduction Algorithm is the first and the most challenging part
executed once the data is received from OMCs for De-duplication.

Preprocessing is a cleaning and filtering process where the data is cleaned from Non
ASCII data and converted into a unified format. Reduction Algorithm is further
subdivided into the following:
1. Name Reduction Algorithm (NRA) – Removal of salutations (Mrs, Mr, Late,
Shri, etc.) and special characters(.?*(&%$@), from consumer name.
2. Address Reduction Algorithm (ARA) – Removal of date, special symbols,
KYC numbers, House numbers and numbers from the consumer address and
unifying floor numbers.

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Challenges involved in preprocessing/reduction algorithm includes:

1. There is no standard format for capturing consumer name and address. This
makes it difficult to identify the correct name and address from the data
provided.
2. Abbreviations and other erroneous information in data, challenges the
algorithm to tackle and identify all the possible cases.

Insufficiency Qualifier Algorithm

The Data containing incomplete names (eg. single character name) and address (eg.
blank address field, single character address fields) are identified and filtered by
applying distinctive criteria. The data is made free of incompleteness and sent for
further processing. This adds more accuracy and value to the results and improves
transparency in data.

VALUE INDICATORS
Learnings for sharing
MoPNG was already benefitting from ‘De-duplication of LPG beneficiaries’ under
PAHAL Scheme, which is being carried out by NIC before PMUY emerged. The
results led in blocking around 2 crore duplicate connections and in a huge savings in
govt. fund. When PMUY scheme was launched by MoPNG on 1st May 2016,
considering the success of De-duplication under PAHAL, MoPNG decided to utilize
the same in De-duplicating PMUY data as well. Thus the success of TDD in PAHAL
extended its usage in other projects like,
 De-duplicating Uttarakhand flood relief data
 UID seeding for Mysore using TDD
 Matching of Ration Card data with LPG data, etc.

Dealing with a large chunk of data leads to scenarios where processing becomes time
consuming. PMUY De-duplication was made live for all the States/UTs wherein it
was decided to De-duplicate Delta and Waitlist data on 24hrs cycle. i.e. data will be
received at 12:00AM every day for all States/UTs and De-duplication will be carried
out, the result will be sent to the OMCs before 12:00AM the next day.

Processing huge data within a stipulated time slot was a big challenge. The following
techniques were implemented to overcome the challenges:
 Split processing
 Sharding Database
 Load Sharing
 Distributed Architecture

Digital Empowerment
Identifying people below poverty line eligible for the PMUY Scheme, from this large
demographic country was a tedious task. The following steps were taken in order to
segregate people who were eligible for the scheme.
1. It was found that the SECC data would serve the purpose of identifying
people below poverty line, So it was decided to collect the SECC data from

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the Ministry of Rural Development MoRD, Socio Economic Caste Census

2011 after applying certain inclusion, exclusion and deprivation criteria.
2. The SECC data received was preprocessed, converted into required
standard format and was sent to the OMCs for identifying the eligible
applicants who can apply for a gas connection under PMUY.

Green e-Governance
The project on the whole has attempted to go green through the following initiatives:
1. No external devices or electronic equipments like biometric scanners or
sensors are used for any type of authentication, thereby reducing the
energy consumption of the gadgets.
2. There is no transaction or sharing of data between OMCs (Mumbai,
Hyderabad) to NIC (New Delhi) through paper or any other manual mode,
all the data are shared electronically.
3. NIC does not generate any reports/results in paper to share with M/o PNG
or OMCs. All the results and reports are populated online electronically.
4. The accuracy in results has reduced the necessity of field verification by
approx. 25%. This has resulted in saving abundant paperwork.

Shri Ashutosh Jindal, Joint Secretary (Marketing), Ministry of Petroleum and

Natural Gas, Government of India. [email protected]

Shri G Mayil Muthu Kumaran, Technical Director, National Informatics Centre,

Meity, Government of India. [email protected]

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 Online Beneficiary Management & Monitoring System,
Social Welfare Department, Government of Andhra Pradesh &
Centre for Good Governance, Hyderabad

Shamsher Singh Rawat, Rajendra Nimje and V. Jyothi

PROJECT OVERVIEW
Online Beneficiary Management & Monitoring System (OBMMS) is an integrated
application for the welfare Finance corporations like SC Cooperative Finance
Corporation, ST Cooperative Finance Corporation, Kapu Development Cooperative
Finance Corporation, BC Cooperative Finance Corporation, Minority Finance
Corporation, Christian Minority Finance Corporation and 11 B.C Federations for
implementing Economic Support Schemes (ESS). This system captures the entire
workflow of corporation to transfer the ESS subsidy. Government of Andhra Pradesh
has been implementing various economic support schemes for the benefit of poor
families every year through respective Finance Corporations Action Plans. Presently,
concerned MD offices have been disbursing subsidy directly to the Non-Operative
Savings Bank Account of Beneficiary.

The project was initiated in April 2013 with the portal hosting all the information
related to the scheme implementation such as Targets, Beneficiary Registrations,
Sanctions, fund releases, Note File generation, Proceeding Generation, Utilization
Certificates, Asset Photos, mobile applications etc. Role Based & User based access
is provided for all the services. System generates all kinds of Dash boards and MIS
for monitoring purpose. The Management Information System (MIS) ensures
transparency at all levels right from the selection of the beneficiary. The details of all
the applications are captured and the process of accepting and rejecting is done in
online based on the defined criteria, The MIS maintains the repository of the
beneficiaries taken up across the state of Andhra Pradesh. After Collector Sanction
Proceedings, Subsidy release is hassle free by MD Office. The Registrations, Targets,
Sanctions, Fund releases, Grounding can be verified by the officers at all levels as the
Asset photos & UCs are available in the system. This not only ensures transparency
and authenticity of information but also reduces the process time drastically for
approvals made at various levels.

Online Registration
Before opening of online registration, Targets need to be fixed for Districts by MD
office. Mandal wise targets are assigned by the Districts. Mandal-wise and service
area wise all the Bank Branches data is being captured in online to assign Bank
Branch targets by the MPDO. The website OBMMS captures the flow from eligible
beneficiary. Online Application facility for bank linked financial Assistance schemes
is available in public domain (https://apobmms.cgg.gov.in) to the applicants. System
facilitates Online Beneficiary registration for the beneficiaries who have not availed
any Economic Support Scheme Benefit for the past 5 years. Applicant has to select
the type of Beneficiary as either Individual or Group. Applicant needs to select and
input required details during registration. Ration Card, Caste, Aadhaar Validation
happens in online by connecting to the respective databases through web services.
Sectors and Schemes are redefined and minimum, maximum unit costs can be viewed

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by the applicant while registering in online. Each registered beneficiary will be given
an Unique beneficiary Id(system generated).

Selection Process
All the registered applications land in concerned MPDO (Mandal Parishad
Development Officer/Municipal Commissioner) Login. Scope of Selection Process is
brought into online for FY 2016-17. Committee members details and committee
selection date required to initiate the selection process in online. Intimation letters are
being generated through system for the committee members and also for
beneficiaries. Committee interviews the applicants and selects them as per the target.
Committee obtains NOC manually. Selection of beneficiary is done through
Screening cum Selection Committee (SCS) and beneficiaries will be selected (After
Screening Committee Interview) and committee sponsored beneficiaries are moved to
Banker login by Mandal (Tehsil) Parishad Development Officer (MPDO). MPDO
sponsors 2 Times of Financial Subsidy target.

Bank Branch Offices verify the beneficiary status like defaulter and generates two
account Numbers and needs to key in the below account numbers through respective
Bank Branch Login.
1. Loan account Number
2. Non-operative Savings Bank Account number.

Banker has to mandatorily forward the beneficiary selected list with in the given
Target to MPDO.

MPDO Office
MPDO forwards the selected beneficiaries list with Digital Signing Certificate (DSC)
to respective District Corporation Senior Assistant (SRA) Login.

District Society Office

SRA verifies Beneficiary uploaded documents, approves check list & forwards to
EO/AEO Login, AO/AEO verifies whether beneficiary has availed subsidy for the
last 5 years (as system has only 4 consecutive years beneficiary data) and forwards to
ED Login, ED Generates Note file of selected beneficiaries and forwards to Collector
Online and Collector approve Note File and Proceedings are Generated on the Name
of Collector with Digital Signature.

MD Office
Planning Section
Then Beneficiaries are moved to respective MD office for subsidy release, Planning
section generates MD office Note file for MD submission based on Collector
Proceedings.

MD
MD approves Note File and MD office Proceedings are generated on VC & MD
Name with DSC and forwards to accounts section.

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 Online Beneficiary Management & Monitoring System

Accounts Section
Accounts section enters cheque number Online and forwards to MD Login, MD
approves cheque online and forwards to accounts login and accounts section
generates Bank formats with OTP facility. Subsidy will be transferred to Non-
operative Bank Account of Beneficiaries. Sponsored Bank sends response file to
track the Payments. Bank Branches need to ground the scheme by raising loan
component to the subsidy component. After grounding Banker has to upload UC,
Asset Photo, Term Deposit Reference (TDR) No., Date in his login. Subsidy is being
term deposited in the name of beneficiary.

Nomination
This application has the new interventions & technology and has potential to replicate
in multiple states. System facilitates to uplift the BPL beneficiary from poverty with
the Bank linked Assistance of the Government, Centre for Good Governance decided
to nominate this project for better visibility to public and all the stake holders and for
other state governments. The initial discussions were held with the Principal
Secretary, Social Welfare Department higher officials Scheduled Castes Corporation
and also a detailed requirements study and series of interactions & Meetings
conducted for understanding the processes. Pilot is done for FY 2013-14 and
successfully implemented for subsequent Financial Years 2014-15 & 2015-16.
Complete revamp of Application was taken up and deployed in FY 2016-17. New
interventions like Mobile App, automation of Selection Process, Involving SLBC to
make all Bank Branches as stakeholders are incorporated.

Stakeholders
 SC Corporation Officials  Krishnabalija, poosala Federation
 BC Corporation Officials Officials
 ST Corporation Officials  Valmiki, BoyaFederation Officials
 Kapu Corporation Officials  Bhattaraja Officials
 6,612 Bank Branches,778 Mandals  Kummari/Shalivahana Federation
&13 Districts Officials
 Minority Corporation Officials  Vishwabrahmin Federation Officials
 Christian Minority Corporation  Medara Federation Officials
Officials  Beneficiaries
 Washer men Federation Officials  Toddy Tappers Federation Officials
 Nayee Brahmin Federation Officials  Sagara(Uppara) Federation Officials
 Vaddera Federation Officials
This integrated OBMMS Project is initiated to build a monitoring system which
ensures transparency; authenticity of data collected, reduces process time for
approvals and enables effective management. The MIS enables monitoring of the real
time progress of the Registrations, Sanctions, Subsidy Releases, Grounding of all the
Economic Support Schemes of the most of the Corporations and Federations across
Andhra Pradesh State.

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RESULTS INDICATOR
Key Performance
2017-18 action plan (Rs in lakhs) for corporations and federations:

Corporation Beneficiary Subsidy Bank loan Ben Share Outlay

SC 95142 82790.24 119958.1 681.9 203430.2
ST 10736 9128.17 11745.5 0 20873.67
Kapu 64000 64000 64000 0 128000
BC 64400 64400 64400 0 128800
Wash Fed 3525 3525 3525 0 7050
Nayee Fed 3565 3565 3565 0 7130
Vaddera Fed 2500 2500 2500 0 5000
Sagara 2500 2500 2500 0 5000
(Uppara) Fed
Krishnabalija/ 2000 2000 2000 0 4000
Poosala Fed
Valmiki/Boya 2500 2500 2500 0 5000
Fed
Bhattraja Fed 1500 1500 1500 0 3000
Kummari/Shal 3000 3000 3000 0 6000
ivahana Fed
Viswabrahmin 3000 3000 3000 0 6000
Coop.
Medara Fin. 2000 2000 2000 0 4000
Corp.
Toddy Tappers 7000 3500 3500 0 7000
Coop.
Minority 14000 14000 21550 3950 39500
Christian 2000 2000 3850 650 6500
Minority
Total 283368.00 265908.41 315093.60 5281.90 586283.9

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Registration of Beneficiaries 4,53, 063 3,18,493 12,90,954
Validation of Ration card in Online 4,53, 063 3,18,493 12,90,954
Aadhaar Seeded 4,53, 063 3,18,493 12,90,954
Validation of Caste in Online 4,53, 063 3,18,493 12,90,954
SMS Alerts 4,53, 063 3,18,493 12,90,954
Intimation Notice to Beneficiaries 0 0 12,90,954
Intimation Notices to Selection Committee
0 0 17,857
members
Beneficiary Sponsored List to bankers with
0 0 1,67,056
DSC (Digital Sign)
Beneficiary selected list from banker 1,02,960 1,51,708 1,66,664

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 Online Beneficiary Management & Monitoring System

Beneficiary Selected list With DSC

0 0 1,66,358
(Digital Sign) to District
Note File 1,02,960 1,51,708 1,63,555
Collector Sanction Proceedings 1,02,960 1,51,708 1,63,555
Individual Beneficiary proceedings 1,02,960 1,51,708 1,63,555
Note File approval with DSC (Digital Sign) 0 0 1,63,555
Proceedings Generation with DSC
0 0 1,63,555
(Digital Sign)
Aadhaar Integration through SRDH 4,53, 063 3,18,493 12,90,954
Upload of Asset Photos 40,326 50,455 2521
Upload of Utilisation certificate 40,326 50,455 2521
Subsidy Released(in Lakhs) 48,288 67,117 98,659
Bank Loan(in Lakhs) 48,091 60,560 94,468
Total Outlay(in Lakhs) 97,164 1,29,457 1,94,023

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs/Department
Web Counters/Mobile
Gateway/Others
including any
Social media
Registration of Beneficiaries 100% -
Validation of Ration card in Online 100% -
Aadhaar Seeded 100% -
Validation of Caste in Online 100% -
SMS 100% -
Intimation Notice to Beneficiaries 100% -
Intimation Notices to Selection Committee
100% -
members
Bio-Auth of Sponsored beneficiaries with mobile
100% -
app
Beneficiary Sponsored List to bankers with DSC 100% -
Beneficiary Selected list With DSC 100% -
Note File 100% -
Proceedings 100% -
Individual Beneficiary proceedings 100 % -
Note File approval with DSC 100% -
Proceedings Generation with DSC 100% -
SRDH Integration 100% -
Aadhaar Demo Authentication 100% -
Upload of Asset Photos 100% -
Uplaod of Utilisation certificate 100% -
Mobile Application for Bio-Authentication 100% -
Mobile App for Grounding Asset 100% -
Subsidy Released 100% -
Bank Loan 100% -
Total Outlay 100% -

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Description of e-Services
The following services are developed in OBMMS for Respective Corporation &
Federation:

Online Registration
Beneficiary has to provide Ration Card Number and Aadhaar Number to populate
Applicant Name & DOB. Age is calculated from DoB. Applicant has to provide
Caste Certificate Number to fetch caste and Sub-Caste from Meeseva/CSC Database
through Web Services. This online validation avoids duplicates and genuine
beneficiary will be able to register in the OBMMS.

Reports
Mobile APP
For viewing Dashboard Reports by the stake holders
Dashboard Reports, Mobile app and MIS is available for all the stakeholders and
HoDs and Secretaries. Dashboard Reports are also available in Public Domain. In the
workflow, SMS alerts are part of the process to the respective Stakeholders.
Beneficiaries can check status online and download Collector Sanction Proceedings
and will receive SMS alerts.

Prior to the Implementation

Prior to initiative there was no MIS in place to capture and analyse and monitor the
physical and financial Targets & Achievement in the 6612 Bank Branches, 778
Mandals, 13 Districts. The beneficiary data consolidation, Note Approvals, Sanction
Proceedings preparation, disbursement of subsidy to the Non-Operative Bank
Account etc., involves drudgery and was very tedious. There was no visibility and
transparency and pendency stage not known to the higher officials. Real time
Monitoring of schemes was not available and there was total delay in manual
processing.

Benefits of the System

Internal Efficiency enhancement
OBMMS Web portal is available with the updated Economic Support Schemes
information (https://apobmms.cgg.gov.in). This facilitates high visibility to Public &
enhanced internal efficiency of staff of Corporations & Federations. Repository of
Beneficiary information, Sanctions, Subsidy Releases, Grounding, UC and Asset
Photos of all the schemes etc

Integration with real time databases

Real time validation happens in online by integrating with respective databases for
identifying genuine Family and individual beneficiary which saves lot of Government
money and intended beneficiary will be uplifted from poor.
Accountability & Transparency
System generates alerts and intimation letters to the committee and beneficiaries.
Selection cum Screening Committee interviews the online registered beneficiaries at
Mandal level based on the skill and target. All the MIS is available in public Domain
and linked to Core Dashboard. All stakeholders are accountable for their pendency
and Progress. This brought transparency & Accountability in the system.

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 Online Beneficiary Management & Monitoring System

Fast Service Delivery

Registrations, Approvals, Bank Consent, Sponsored List generation, Sanctions and
subsidy releases happens in hassle free manner. Beneficiaries can verify dynamic
status in online and receives SMS after release of subsidy. An interface is also
designed for participation of Bankers to raise the loan component for Grounding the
Scheme. Grounding is being monitored to reach the benefit for intended beneficiaries
for upliftment of poor.

Entire Workflow is captured

All on boarded Corporations and Federations entire manual process is revamped and
reengineered and all the improved processes are being automated. Pendency list is
available at each stage and real time progress is being monitored through system.
System is being in use since 5 years and process improvement is in place with regular
feedback of officers and citizens. Every year new interventions are incorporated into
the system in smooth manner by conduction regular workshops, trainings, meetings
and interactions.

Real time progress & Pendency monitoring with Dashboards and Mobile app
The Mobile APP and Dashboards facilitates all the officers to monitor the physical &
Financial Progress and Pendency Status in online.

Easy to use Interfaces

Easy understandable interfaces are designed and without training, users can enter the
details which ensure timely release of funds and, effective utilization of resources.

Helpdesk
Continuous enhancement of beneficiary satisfaction through prompt redressal of
complaints

Beneficiary Services
Beneficiary can check status online and Receives mobile Alerts and can download
Submitted Application and Collector sanction Proceedings in online.

Implementation
Implementation Coverage as on today
Geographical Coverage is across the state of Andhra Pradesh
 Beneficiaries (Around 20 Lakh since 5 Years)
 All Corporation/ Federation Officials including Mandals and Bank Branches,
Lead Bank Managers & Collectors, VC&MDs, Principal Secretary (8754
Users)
 CGG Project Team (6)

New Services / Enhancements

Present OBMMS is comprehensive but latest interventions are required to keep on
pace with change of Technology. This is a huge system and incorporating of change
requires approval from nodal Corporation (i.e.SC Corporation) and OBMMS
stakeholders Committee. New services are conceptualized and deployed before
opening of registrations for successive Financial Year. New interventions demand
workshops, meetings and lot of trainings.

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New Services
 Dashboard and Analysis Reports: To analyse various Schemes and to take up
success stories of beneficiaries to uplift the beneficiaries from BPL
 Bank Braches mapping Service area wise: All Bank details are downloaded
from RBI website and service is developed to map all the Banks Branches
Mandal wise and service area wise. The Banker details service is also made
available to capture Bank Branch Officer Name, mobile no, email ID. This
enabled interaction with concerned banks for sending mobile Alerts and
Documents and creation of Loigins to upload 2 Account Numbers for each
Beneficiary.
 Integration with DSC for signing Documents: MPDO Letter containing
selection List, ED Note File, Collector Proceedings, MD Proceedings are
signed with DSC.

Proposed Enhancements
 Online & Automated Reconciliation: Presently Subsidy Payment File is
generated in the system and submitted to the bank manually. Integration with
Sponsored Bank is necessary to have real time information. This integration
simplifies and automates the process without any manual intervention for
transfer of Subsidy and to receive response file from Bank for reconciliation.
System has to generate payment File and transmits the data to the Bank in
encrypted format. Discussions are initiated with Banks for this integration.
 Capture Aadhaar enabled Biometric Attendance with Auth Version 2.0: Pilot
is envisaged in West Godavari District to capture Biometric attendance of
Selection Cum Screening Committee and also for all the Beneficiaries. This is
already developed but as per UIDAI guidelines, migration to Auth Ver 2.0
may take some time for implementation. The following services are proposed
for the coming FY.
o Geotagged Grounded Asset Photos
o MPDO & ED authentication for transfer of Subsidy
 Development of Audit Module: Audit Module for Grounded Unit &
Beneficiary Photograph with Geo-Tagging for 4 times in 2 years is under
Development. This audit has to be initiated after 3 months of Grounding and
also in specified periods until the beneficiary clears Loan.
 Development of Workflow for Non-Bank Linked Schemes Module: Bringing
Non-Bank Linked Schemes and national schemes like NSKFDC, NSF/TDC
also into the scope of the OBMMS to have visibility to Public and to have real
time monitoring of schemes physical, Financial and Fund release and
Grounding status. These module requirements are being captured for
development.
 Integration with Loan Repayment Module Software: This integration is under
development. This enables real time monitoring and tracking of Loan
Repayment for Grounded schemes.
 e-Sign Implementations: Discussions are initiated to implement e-Sign with
Aadhaar to digitally sign documents without physical dongle.
 GPS devices for tracking of Mobile Assets

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ENABLER INDICATORS
Government Process Re-engineering
Top Management Commitment & Project Management, Project Planning
OBMMS Committee was constituted with members from the respective corporations.
These officers are responsible for overall coordination of the Project, final review and
approval of the reports and deliverables at each stage. These are also responsible to
resolve issues and to ensure progress as per the action plan and Targets of the
respective Corporation. State Monitoring Unit and District Monitoring Units are
established with the District and Head Office Officers for smooth coordination of the
project. District Project Monitoring Unit (DPMU) Logins are created for Master Data
Entry details which are common to all Corporations like Update Bank Branch details,
Assign Mandal Committee selection Date. SC Corporation is identified as Nodal
Corporation and field Implementation Teams are formed.

CGG has a dedicated e-Governance Software professionals working on new

Technologies to develop required applications for departments of all State
Governments and the Union Government. CGG follows agile development
methodology. Process initiates with requirements collection and follows Prototype
Demonstration, Series of interactions, signoff, and Development, Testing, Quality
and Deployment stages. CGG focuses on Requirements understanding, Project
Planning, Risk planning & Mitigation and ensures quality and estimates the 100%
usage & success of deliverable before deployment. CGGs’ Project Management
Approach has been designed to cover eight vital areas of project management:
 Expectation Management: Defines and sets key expectations and level of
authorities within CGG and OBMMS Team.
 Quality Management: Defines key quality management measurements and
processes during project lifecycle.
 Project Planning and Control: Defines practices to manage project costs,
schedules and deliverables throughout the project lifecycle.
 Risk Management: Defines practices to quantify potential risks, prepare risk
mitigation plans and raise early warnings, as required.
 Scope Management: Defines practices to manage change (addition, reduction
and modification of the functionality) by establishing key decision making
criteria and striking a balance between functionality to deliver, project
schedule and costs.
 Inter-Group Coordination: Defines practices to facilitate inter-group
cooperation to leverage the entire strength of both OBMMS Teams and CGG,
including support teams for project resources, standard practices, training and
development, and technical assistance.
 Technology Audits: Defines practices to establish, follow and control
technology aspects, i.e. development and deployment environment, tools used,
system architecture etc. This facilitates a high-level of on-going performance,
scalability, extendibility and maintainability through regularly scheduled
audits.
 Process Audits: Defines practices to establish, follow and control the quality
aspects through regularly scheduled process audits.
 Knowledge Transfer

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It is a routine activity to provide domain and technical knowledge on all the Processes
and code, Sharing of Technical Documentation etc.

Process Reengineering & Change requests

Reorganising and modifying existing software systems to make them more
maintainable to suit to every Financial Year. The system is revamped in the FY 2016-
17 and process is re-documented and software is also modified. New interventions are
incorporated on a regular basis. Modular design approach and reengineering is in
place in OBMMS. This re-engineering process involves source code translation,
reverse engineering, program structure improvement, program modularisation and
data re-engineering. Re-engineering involves adding effort to make them easier to
maintain and reorganise data structures.

Project Monitoring and Control & Status Reporting

 Progress Reviews conducted with CGG team and OBMMS Committee.
 Adherence to processes, by facilitating regular internal and external audits of
all process followed in project delivery.
 To extend the technical and implementation support, implementation
dedicated support team is set up with a team of professionals consisting of
Project manager, Project Leaders, Project Associate, Team Leader etc. In
addition, a help desk, to resolve through designated e mail
([email protected]) is established to address the queries of the
officers and Beneficiaries. The help desk is manned by a team, well versed
with the envisaged functioning of the portal which works from Monday
through Saturday, excluding public Holidays during the business hours i.e.
10.30 a.m. to 5.00 p.m.
 Structured walkthroughs of deliverables will be conducted with both OBMMS
committee and the CGG Team to ensure high content quality and removal of
defects. In all Phases, Assessments will be conducted with the help of Quality
Control Analyst for quality assurance verification.

Status Reporting
In addition to all formally scheduled meetings, informal meetings and Interactions
will occur throughout the entire project on an as-needed basis; The CGG and
OBMMS committee will discuss and schedule such meetings. The Project Manager
updated the status report on a monthly basis to update the CGG and OBMMS Team
about recent completions, accomplishments, and efforts expended. Each Stage was
concluded with a formal checkpoint called Stage exit. When a stage has been
successfully “exited," this will indicate that all the deliverables due to date have been
completed and all outstanding issues have been addressed. However if there are any
unresolved issues that does not hinder the present stage or the commencement of next
stage, the project may be proceeded with the consent of both parties mutually
agreeing to resolve the issue with in a stipulated time frame. Strong leadership with a
long term vision motivated the teams to achieve Benefits

Capacity Building
Training was given to all the users on usage of web application and Mobile APP. The
user interfaces of the application are made very simple and self explanatory. User

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instructions manuals are also provided in the application itself for reference. Also,
online support is being provided by CGG team and the users from all the districts
across the state approach the team on email and get the issues (if any) rectified.

Lessons learnt in the process & best practices adopted sustenance plan for
continuity
Lessons learnt in the process
 Participation and inclusion of all the stake holders in the system is the key
success factor to reduce the cycle time
 Capturing of all users mobile Numbers, Mail Ids, Aadhaar Numbers are
crucial to follow the workflow in online and reduces hard copy
communication
 Beneficiary Satisfaction

Best Practices
 Helpdesk Facility - All mail issues related to new features and issues are
addressed on the same day
 Involving Stakeholders - Identifying Process Improvements to incorporate
new features and technologies by Involving all the stake holders
 Conducting Trainings & Workshops on new features on regular basis
 Systematic SMS Alerts – To Alert on pendency and to achieve the progress as
per the action Plan to provide hassle free service to the beneficiary

VALUE INDICATORS
 Uplift the BPL beneficiary from poverty
 Real time Monitoring of schemes
 Reducing Cycle Time
 Reduce Drudgery & tedious processes
 Providing economic support to identify genuine beneficiary
 To analyse the Schemes and Units Viability at Mandal level and Village Level
 To provide follow-up schemes like Minor Irrigation Beneficiary needs
borewell. After that Energisation is required. After energisation, Land
Development and Horticulture and Drip support is being facilitated through
Non-Bank linked schemes.

Learnings for sharing

 Aadhaar based attendance, Aadhaar Bulk Demo authentication done
 Geotagging and GPS devices for tracking of Mobile Assets
 Data entry effort is minimized and populated useful information by connecting
to the real-time databases.
 Yearlong sanction process is come down to days with real-time monitoring
across the state
 Reducing the processing time for transfer of subsidy to the beneficiaries.
 SMS alerts for urgent communication with the users of the system
 Revamping, Re-engineering made the system for smooth maintenance
 Modular design achieved incorporation of new initiatives
 Aadhaar Services integration is a challenge. Migration is under process

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 Creation of logins to Bankers to obtain Bank Account Numbers

 Analysis of Schemes and Viability of Schemes
 Integrated portal gives exact approach to the Government for preparing action
Plans for the successive Financial Years
 Paperless office and digital signing and time saving

Digital Empowerment
 Direct Benefit Transfer is implemented for disbursing subsidy
 All the beneficiary related data such as personal details, officer approvals,
subsidy release, applications are available in digitized form. The digital
repository of the beneficiary photos and the Asset photos of schemes ensures
the transparency.
 Participation of banks reduces the cycle time drastically
 Repository is available in digital format

Green e-Governance
 Reduces Paper Usage as there is no need to maintain Lakhs of beneficiary data
 Used minimum required IT Infrastructure

Shri Shamsher Singh Rawat, IAS, Principal Secretary to Government, Social

Welfare Department, Government of Andhra Pradesh. Email: [email protected].

Shri Rajendra Nimje, Director General, Centre for Good Governance, Hyderabad,
[email protected]

Shri V. Jyothi, Project Manager, Centre for Good Governance, Hyderabad,

[email protected]

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 Bhamashah Swasthya Beema Yojana (BSBY)
Department of Information Technology & Communication, Government of Rajasthan

Akhil Arora, Dr Avatar Singh Dua, Tapan Kumar and Manu Shukla

PROJECT OVERVIEW
The Bhamashah Swasthya Beema Yojana (BSBY) is a scheme aimed at offering IPD
patients with access to cashless facility. The pioneering health insurance scheme
provides hassle free cashless treatment and an improved quality of care. The scheme
is committed to good health and well-being of the people of the state. It reduces the
increasing burden on Government facilities in order to provide quality healthcare to
over one crore families which fall under National Food Security Scheme (NFSS) and
National Health Insurance Scheme category. The implementation of the scheme is
done through Bhamashah Cards.

The Government of Rajasthan under the leadership of honourable Chief Minister

Vasundhara Raje launched the Bhamashah Swasthya Beema Yojana on December 13,
2015 in Rajasthan. The ambitious Health Insurance Scheme is visualised to provide
“hassle free cashless treatment, improved quality of care with efficiency” to the
beneficiaries. This scheme has bought a revolution in healthcare in rural area – by
providing stimulus to private sector to open hospitals in rural areas and reduce the
increasing burden on Government facilities in order to provide quality healthcare to
over 5 crore plus people.

Under the BSBY scheme, health insurance cover of Rs 30,000 is being provided for
general illnesses and Rs 3 lakh for critical illnesses to a family on floater basis in one
year for IPD procedures. All the illnesses of the members of ensured family are
covered under Bhamashah Swasthya Bima Yojana. This health cover is being
provided by the New India Assurance Company.

These benefits are cashless for the beneficiaries and services are being made available
through community health centers, government medical institutions, government and
private hospitals, authorised under national health insurance scheme. There are 494
government health institutions and 674 empanelled private health institutions. Several
multispecialty hospitals are providing services under the BSBY.

RESULTS INDICATORS
Key Performance
Following are our key result indicators and their respective performance against plan-

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
BSBY (No.) Nil 90,946 864,469
BSBY (Amount – Rs. in crores) Nil 44.74 919.01

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b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs Department Mobile Others
Web Counters Gateway including any
SMS Social media
Mobile App
BSBY 864,469 - - - -

Description of e-Services
The Bhamashah Swasthya Beema Yojna aims at bringing a revolution in the sector of
healthcare in rural regions by encouraging the private sector to start providing
hospitalisation services whilst lowering the rising concerns on government facilities.
BSBY objectifies at improving health indicators & hedging the financial risk of
excess expenditure on healthcare by using insurance as a tool
 A pioneering health insurance scheme provides hassle free cashless treatment
and an improved quality of care
 The only state in India providing Health Insurance to each resident since last
year
 Policy providing Health Insurance for all in Rajasthan
 Creating database of all the beneficiary which comes under NFSS and RSBY
category
 Processing claim and payment for the insurance under the umbrella of
Bhamashah Yojana
 Authentication with UIDAI and Bhamashah card/ number.
 24*7 availability of the system to the patients for filing claim
 Linking 674+ private hospitals, BSBY scheme provides easy access to better
healthcare facilities to the beneficiaries, improving the quality of healthcare
that was a major challenge earlier
 Increasing the number of healthcare institutions under BSBY has ensured
hassle free cashless treatment for citizens residing in rural areas of Rajasthan.
Reaching every family at every corner of the state.
 By linking the scheme under Bhamashah Yojna & creating a single
authentication with UIDAI and Bhamashah card, have eased the process of
claim & payment of insurance. Effectively solving major challenge of any
healthcare scheme.
 Associating with private healthcare institutions have reduced the burden on
government facilities & have also provided more branches in rural areas,
benefiting people at large.
 Health insurance security for the underprivileged citizens of the state has
improved health indicators, solving the biggest concern of any government.

Implementation
Implementation Coverage as on today
The beneficiaries under Bhamashah Swasthya Bima Yojana (BSBY) are under two
broad categories – (i) beneficiaries under National Food Security Act (NFSA), and
(ii) beneficiaries under Rashtriya Swasthya Bima Yojana (RSBY). About 89 lakh
families having Bhamashah Card are NFSA families – these all are beneficiaries
under BSBY. These families are spread across the entire State of Rajasthan. In

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addition, there are RSBY beneficiary families. Thus, estimated 95-100 lakh families
of the State are covered under the scheme.

 Bhamashah Swasthya Bima Yojana (BSBY) was implemented afresh as an

extension of Mukhya Mantri Nishulk Dawa Yojana (MNDY) and Mukhya
Mantri Nishulk Jaanch Yojana (MNJY) with an objective of reducing out-of-
pocket expenditure by the people on health. After launch of the scheme, 613,238
beneficiaries were benefitted under the scheme in 2015-16 and 621,744
beneficiaries in 2016-17 (from 31.12.2016 to 25.07.2017).
 Health Insurance Cover of Rs. 30,000/- for general illnesses and Rs. 3.00 lacs
for critical illnesses shall be given to a family on floater basis in one year for
IPD procedures.
 7-day pre-hospitalisation and 15 days post hospitalization is covered under the
scheme. Transport allowance of Rs. 100 to Rs. 500 for cardiac and polytrauma
cases.
 Patients shall be benefitted for 1045 packages under General Illnesses, 500
packages under Critical Illnesses, and 170 packages reserved for Govt. Hospitals
 More than 12.78 Lac beneficiaries have benefited for cashless treatment so far
 Authentication of beneficiary patient is done using Aadhaar biometrics
(fingerprint scan or OTP). About 53% beneficiary patients under the scheme is
done through as on date.
 Rs. 661 Crore Insurance claim booked
 All government and more than 659 private hospitals under BSBY
 The only "Health Fund" of the country
 Insurance cover of 4.5 Crore citizens

ENABLER INDICATORS
Government Process Re-engineering
Before the launch of Bhamashah Swasthya Beema Yojana (BSBY), there was a huge
burden on the government hospitals to provide quality healthcare to more than one
crore families. Bhamashah Swasthya Beema Yojana is launched on 13th December
2015 with an objective to provide cashless treatment and quality care to the IPD
patients not only through government hospitals but also including private hospitals
and community health centres.

Government of Rajasthan always quest towards streamlining its projects to ensure

ease to all stakeholders - fellow departments as well as citizens and other users. For
the same, the department has implemented e-governance in Bhamashah Swasthya
Beema Yojna as the frequency of this process is very high, to the tune of several
lakhs per year, and is increasing day by day. By integrating information technology,
the project has enhanced operational efficiency in administration and service delivery.
Along with this, re-engineering of this process has also implemented a transparent
module which enables complete accountability to citizens as well as department
stakeholders, standing true on all the key elements of good governance.

Capacity Building
After the launch of this flagship scheme of government, citizens of the state are
relieved to a large extent as they can now get a health insurance cover of Rs 30,000

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for general illness and Rs 3 lakh for critical illnesses. So far, there are 494
government health institutions and 674 empanelled private health institutions working
along with this scheme. In the year 2016-17, the scheme has benefitted 864,469
people in the state.

Rajasthan has implemented an integrated scheme of capacity building and as per a

policy decision it has been decided that every project is going to be having a specific
component of IEC as well as capacity and capability building. It was ensured under
the concept of “Suraaj” that is good governance that every e-governance initiative is
first implemented at the village level, that is called Last Mile, but Rajasthan
considered it to be the First Mile. As the Chief Minister believes reaching the key
beneficiaries first, which are at the village level. The project is then implemented at
Gram Panchayat level and subsequently to districts covering the complete state. The
project’s capacity building plan is enhanced every six months and is validated
through internal evaluation, dipstick surveys as well as external third party checks , to
ensure whether the capacity, capability and IEC activities have been enough or not.
Also, the implementation done by the government is properly utilised by the
beneficiaries or not.

Change Management in terms of Leadership Support

By implementing BSBY, state government has taken the responsibility to provide the
best and hassle free health care facilities to all its residents. To ensure that every
private and government hospital is doing its best for every patient, a team of officials
is created that keeps a regular check on the performance of these health care centres.
Timely audits are being conducted and immediate actions are taken if in case any
irregularities are found.

Rajasthan has been very specific about ensuring that Change management is done for
every single initiative and it is dully recognised that people and stakeholders are made
equal participants to the project. Which means any stakeholder who is having an
impact or is impacted by the project is enjoined upon on the journey of final decision
making in regards to implementation of the project. External and internal experts are
hired for the process of change management to be hand in hand with technological
implementation of every project.

Technology including Social Media

BSBY scheme is linked under Bhamashah Yojana and it creates a single
authentication with UIDAI and Bhamashah card. To maintain a record of patients that
is enrolled under the scheme and to ensure its effective implementation, software like
Oracle, Hybernet, Jasper Reports etc are being used. Also, to make sure that the
scheme reaches out to the masses in every corner, it is regularly being promoted on
social media platforms.

For every project implemented by the state, the Government of Rajasthan has always
guaranteed having the best of the class infrastructure and advanced technologies to be
made available. Rajasthan has the biggest Big Data Cluster in the country as well as
the biggest cluster for IBM pure app solutions and Oracle echo data, making the state
a Tier Three data centre of the country. We have more than 4000 servers running out

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of the State data centre with the total capacity of 7 petabytes over which the entire set
of applications and storages run. It is ensured that for every project the best set of
technology is obtained for implementation of a project, wherein the Department of IT
and Communications or an external Technical committee decides upon what
technology is going to be used. It is a mandatory state policy to get any project more
than 25 lac to be approved by the State E-governance mission team head by Principal
Secretary of IT Department.

Rajasthan happens to be the most progressive state in the field of Social Media. Our
Hon’ble Chief Minister Smt. Vasundhara Raje is the most followed Chief Minister on
Facebook and Twitter with the following of more than 80 lakhs. For every IEC,
Change Management and Skill Building, social media is considered as important a
platform as print or electronic media by the government. Due to social media’s reach
till the last mile, it is judiciously used for promotion of the scheme, as well as to
enhance user experience.

Prominent government pages;

CMO: Following of more than 8.4Lac
GOR: Following of more than 5Lac
Bhamashah Yojana: Following of more than 3.5Lac

VALUE INDICATORS
Learnings for sharing
Beneficiary status of a family under the scheme is established from Bhamashah
Database Hub and no chip-based cards were distributed for implementing Bhamashah
Swasthya Bima Yojana. The success of the project indicates that it can be replicated
anywhere where the beneficiary status of a family is determined from a residential
database hub.
 BSBY scheme’s beneficiaries’ authentication is done through UIDAI and
Bhamashah card/ number, which helps create transparency & an authentic
database in turn helping for creating healthcare policies.
 Processing claim and payment for the insurance under the umbrella of
Bhamashah Yojana, ensures hassle free cashless insurance on time for all
beneficiaries.
 The scheme has accomplished government’s vision of minimum government
and maximum governance
 Linking 674+ private hospitals, BSBY scheme provides easy access to better
healthcare facilities to the beneficiaries, improving the quality of healthcare
that was a major challenge earlier
 An authentic database is created which helps government in healthcare policy
making & tweaking it for the benefits of citizens.

Digital Empowerment
Financial Inclusion is a key enabler to economic, social and transaction security of a
country, thereby driving inclusive growth. It is for this reason that financial inclusion
has been one of the key priorities for Government of Rajasthan. Rajasthan has always
used innovative technology as an effective tool to expand financial inclusion, through
various initiatives like Direct benefits Transfer, Mobile banking, Aadhaar enabled

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banking accounts, e-KYCs and many more. The government always ensure that every
single project is bi-lingual in nature. Mandatory guidelines from Hon’ble Chief
Minister and Chief Sectary of the state every application platform and front-end
portal are in Hindi as well as English. Rajasthan has seven divisions and each division
has its specialised portal and sectorial application aligned with the demographic and
cultural aspect of that specific area.

Green e-Governance
Rajasthan State Date Centre is a 100% green data centre. The upcoming data centre in
the state in going to be a Tier 4 data centre in the state and the only Tier 4 data centre
in the country which is owned, operated and controlled by the government.
Government of Rajasthan judiciously follows every policy of Green IT, along with
this the state also has its own Green IT policy which is followed by all departments
and outsourced sectors religiously. All environment friendly practices with respect to
creation, use and disposal of ICT gadgets and infrastructures are followed. The
Rajasthan Green IT policy has been prevalent since the year 2007 and was revised in
the year 2015.

Shri Akhil Arora, Principal Secretary, Department of Information Technology &

Communication, Govt. of Rajasthan, [email protected]

Dr Avatar Singh Dua, General Manager (Technical) Department of Information

Technology & Communications, Govt. of Rajasthan, [email protected]

Shri Tapan Kumar, Deputy Director, [email protected]

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 Sabooj Sathi Online
SC, ST Development & Finance Corporation
Backward Classes Welfare Department, Government of West Bengal

Sanjay K Thade and Parthapratim Manna

PROJECT OVERVIEW
Government of West Bengal announced the flagship scheme for distribution of bi-
cycles to estimated 40 lakh students of class IX to XII studying in Government run
and Government aided Schools and Madrashas in 2015-16 and 2016-17. Hon’ble
Chief Minister of West Bengal has christened the scheme as “Sabooj Sathi”.

The scheme was conceived with the primary objective of enhancing access to
educational services particularly, in rural Bengal. Other important objectives of the
schemes are
 To increase retention in schools
 To encourage students to take up higher studies
 To inculcate sense of confidence among the girl students by promoting
mobility
 To promote environment-friendly and healthy means of transportation.

The Scheme’s objectives are aligned with four Sustainable Goals of agenda 2030.
These are SDG3: Good Health & Well-being, SDG4: Quality Education, SDG5:
Gender Equality and SDG13: Climate actions.

Implementation of the scheme had multi-dimensional challenges like bulk

procurement, transportation of large consignments in tranches, management of huge
supply chain and finally handing over a quality product to the target group students.
Time bound implementation, minimizing operational expenses and above all
maintaining transparency were key issues of concern.

Sabooj Sathi Online (www.wbsaboojsathi.gov.in) is the e-Governance mechanism of

the scheme which ensures end-to-end ICT enablement in management of entire
processes like capturing of students’ record, finalization of bi-cycle requirements
(delivery point wise), supply chain from factory to distribution point, updating
distribution records online and proactive disclosure in public domain.

The SaboojSathi portal has been planned as the central virtual space for all
stakeholders like school Teachers, Inspectors, Govt. officials at District and Sub-
District levels, Manufacturers (Suppliers) and students at large. The entire process is
monitored through single-window portal www.wbsaboojsathi.gov.in which is being
nominated for the award.

Hon’ble Chief Minister flagged of bi-cycle distribution on 29th September 2015.

Since then, the entire target group of 40 lakh students received bi-cycles in two
successive years, 2015-16 and 2016-17. State Government, after witnessing its
overwhelming response, has decided to continue the scheme. From now on all
students will be given bi-cycles as soon as they are admitted in class IX.

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RESULTS INDICATORS
Key Performance
Following are our key result indicators and their respective performance against plan-

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Entry of students’ record 12671 25,34,000 14,60,000
Validation of students’ record - 25,34,000 14,60,000
Generating pre-formatted, - For all eligible For all eligible
partially filled distribution students students
record (Muster Roll)
Creating Delivery point – - 2500 2500
Tagging of Schools
Consignment tracking - 4500 truck 2500 Truck loads
loads
Uploading distribution details - 24,95,000 14,15,000
MIS – For monitoring, public - At various At various stages
domain stages of of implementation
implementation
Viewing Distribution details - Hit count – 1.5 Hit count – 1.00
by citizen bn bn

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line Web
Entry of students’ record 100%
Validation of students’ record 100%
Generating pre-formatted, partially filled 100%
distribution record (Muster Roll)
Creating Delivery point – Tagging of Schools 100%
Consignment tracking 100%
Uploading distribution details 100%
MIS – For monitoring, public domain 100%
Viewing Distribution details by citizen 100%
Description of e-Services
a. Entry of students’ particulars online by the schools - 12,000 schools
participated and entered particulars of 40 lakh students from class IX to XII,
both boys and girls (12,000 logins).
b. Validation, online – One thousand (1,000) Inspectors, mapped with the
schools validated 40 lakh records (1,000 log-in).
c. Generation of Distribution record online: Schools (12,000) generated partially
filled in distribution records in a specific format with QR code.
d. Mapping of schools with delivery points: 341 Blocks, 129 Municipalities
mapped 12000 schools with 2500 plus delivery points thus finalizing point
wise requirement of Boys & Girls bi-cycles – Data made available to the
suppliers through their log-in.

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e. Consignment tracking: 7,000 Trucks dispatched by the Suppliers, their

particulars recoded at the time of dispatch by the suppliers and tracked by
Block, Municipality, Districts.
f. Uploading distribution details: Schools (12,000) uploaded particulars of
distribution to 40 lakh students through their log-in which were made available
in the public domain for viewing.

This is a new scheme, pre-introduction scenario, hence, is not available.

Implementation processes are governed by e-Governance mechanism from the very
beginning. Benefits accrued are noted under three broad categories:

Immediate
a. Efficient distribution of bi-cycles to 40 lakh students.
b. Availability of distribution record in electronic format.

Social
a. Increased accessto educational services.
b. Increased retention in class IX & X standard.
c. Advocacy for adopting healthy & environment friendly mode of
transportation.
Governance
a. Creation of replicable model for delivery of ‘in-kind’ benefits to citizen.
b. Enhanced level of e-literacy for the stakeholders - supporting Digital India
Campaign.
c. Synergy of different Government Departments - creating example of Good
Governance.
d. Reducing operational cost for implementation to 0.5% of project cost in place
of 2-3% which is the common standard.

Implementation
Implementation Coverage as on today
“Sabooj Sathi” scheme is targeted to cover student population of 40 lakh of class IX
to XII in 12,000 schools located at rural and urban areas across entire geographical
spread of the State except Darjeeling Hill and Kolkata. During 2015-16 and 2016-17,
40 lakh students were covered. State Government is continuing the scheme and
another 20 lakh students will be provided bi-cycles in 2017-18.
Demographic spread (percentage of population covered): As per Census 2011,
population of age group 15-19 years is around 7.3% of the total population. Hence,
group size is around 66 lakhs out of total population of 9.12 crore of the State. This
implies coverage of around 60% of the target age group population with
representation of 23% SC and 5.8% ST.

New Services / Enhancements

1. SMS alerts to stakeholders who were assigned specific roles for
implementation
2. Sabooj Sathi mobile app

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 Digital Empowerment - A cornerstone for eGovernance

3. It has been planned to link the database with various other sectoral databases.
Sabooj Sathi Online holds details of all students which can be used by other
departments as well. Currently, it has a database of 40 lakh students.

ENABLER INDICATORS
Project Planning
Project planning is the most critical enabler in time bound implementation of the
mammoth scheme. It was planned to introduce e-Governance mechanism for
management and monitoring of entire processes. Technical support of NIC for
development of www.wbsaboojsathi.gov.in was expected to provide stable and
sustainable solution. Decision for optimum utilization of existing Government
resources in terms of manpower, hardware & software, infrastructure for taking
supply was expected to institionalize the implementation process. Sensitizing
Stakeholders like Teachers of 12000 schools; Inspectors (1000), Block Development
officers (341), Sub-Divisional officers (67), District Nodal officers (20) and aligning
them for specific job roles was planned to share huge work load. Dedicated State
Project Management Unit (SPMU) and support team for online activities was planned
to provide momentum in implementation process. E-Governance mechanism was
expected to ensure the end objective of placing distribution record in the public
domain for concurrent social audit.

Managing Procurement and quality

Acceptability, quality and durability of the bi-cycles to be procured are the key
aspects for successful implementation. Bi-cycles suitable for riding in all sorts of road
conditions, easy to maintain and of known brand are preferred. Appropriate category
and specifications (34 nos.) of bi-cycles as per Bureau of Indian Standard (BIS) were
finalized in consultation with “R & D Centre for testing of bi-cycles”, a joint
initiative of Govt. of Punjab and UNDP. This ensured acceptability, quality and
durability aspects of the bi-cycles. E-Procurement process ensured participation of
leading Brands like HERO, TI (Hercules) and AVON. Engagement of R&D centre as
a third party for 100% quality check at the factory premises ensured supply as per
standard and specification.

Supply Chain Management

Leading manufacturers are based at Ludhiana and Chennai. Bi-cycles in bulk
quantities are usually supplied in components (semi Knocked down conditions) to
reduce cost of transportation and damage. One truck load contains components of 550
bi-cycles on an average. It is not always feasible to transport to the schools (final
destination points) directly because of variable road conditions, non availability of
sufficient covered space for assembling, inconvenience in unloading part of the
consignments, inconvenience in monitoring etc. Appropriate covered place for
delivery and assembling, safe keeping of fitted bi-cycles for each of the Block &
Municipal areas were identified. Schools were tagged with each of these delivery
points for transportation of fitted bi-cycles to final destinations in the most cost
effective and convenient manner. The e-Governance mechanism provided end to end
solution for management of this huge supply chain. It provided a facility for
determining exact requirement, delivery point wise, regulating shipments in tranches,
tracking consignments, recording supply particulars, diversions etc.

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 Sabooj Sathi Online

Process re-engineering for keeping records

Records of such in-kind distribution are sensitive and critical issues for statutory audit
and social audit purposes. Usually such records are kept in the form of Muter Rolls in
hard copies. Preparing these Master Rolls manually for 40 lakh students and
preserving is cumbersome and challenging. The e-Governance mechanism provided
facility for generating partially filled in distribution records by the individual schools
in a standard format with QR code in each of the pages. Only the date of distribution,
unique frame no. of bicycle provided to each of the students and signature was
recorded manually during distribution. These three particulars were uploaded in the
portal by the schools, online. Thus complete records of distribution to 40 lakh
students were made available in electronic format in the public domain on real time
basis. This is perhaps pioneering effort in such type of scheme.

VALUE INDICATORS
Learnings for sharing
Innovative Project Planning
The project has been conceptualized keeping in mind all real life challenges for such
a large scale operations. Planning was the ‘key factor’ for successful implementation
of the project. E Governance has been considered as the most vital component &
central to the design of the project planning. ‘Agile Development’ methodology
followed for faster development of ICT based solution. There was no pilot run
possible, so the operation support team & SPMU communicated with the grassroots
level managers through ICT based support system (Voice, Email, VC). The
stakeholders were given access to only one module at a time. This approach
accelerated implementation process.

Participatory Management
The stakeholders were taken into confidence & empowered to take crucial decisions.
It developed sense of ownership among them. The motivation level was also very
high as their job content has been enriched with user-friendly ICT interventions.

Relying on existing Govt. Machinery & Platforms

One key learning of the project is dependency on available resources. The entire ICT
platform was managed through various teams of NIC, the e Governance major. The
software development team, Cloud team, operation support team worked in tandem to
provide seamless services. It has used the existing Cloud Platform in “Platform as a
service” mode. The eProcurement platform used for e Tendering. Mail & SMS
Gateways of NIC were used to provide various eServices & m Services. The entire
operation was carried out using existing Govt. resources in terms of manpower,
machine and infrastructure. It is pertinent to mention that over all operational cost
was even below 0.5% of the Project cost.

Provisioning of Social Audit as an integral part of the core design

It has been decided from the very beginning that transparency will be maintained in
the design of the scheme. The scheme has been designed keeping in mind ‘Social
Audit’ as a key & core component. Details of each beneficiary including the frame no
of the bi-cycle have been kept in the SaboojSathi Portal for public viewing which is
unprecedented for such a scheme.

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 Digital Empowerment - A cornerstone for eGovernance

Digital Empowerment
1. The Scheme provided opportunity of ‘Digital Inclusion’ to Teachers & Staffs
of 12,000 Schools, officials of District, Block and Municipality levels. They
worked online in the system. They felt empowered & motivated once they
receive their ‘own’ user id & password to access the portal - the key for
distribution of bi-cycles!
2. The Students and their parents are also encouraged to see their details online
through the portal including their bi-cycle details!

Green e-Governance
1. The SaboojSathi Online has been designed in such a way that papers are
seldom required in the entire process. The digital record keeping is a step
towards Green Governance!
2. No new infrastructure was created to manage the project. Existing computing
infrastructure was used. In turn, it has ensured that no additional eWaste has
been created through this scheme!
3. Last but not the least- Sabooj Sathi means ‘Green Companion’! The scheme
has been designed keeping in mind SDG 13 – ‘Clean Energy’! The young
students will use the bi-cycles for their mobility which is a big value addition
towards ‘Green Transportation’! The simultaneous use of 40 lakh ‘Green
vehicles’ in the State of West Bengal is a phenomenal step towards Green
Governance!

Shri Sanjay K Thade, Principal Secretary, Backward Classes Welfare Department,

Government of West Bengal, [email protected]

Shri Parthapratim Manna, Joint Secretary & Managing Director, West Bengal SC
ST Development & Finance Corporation, [email protected]

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 Online Social Security Pension System (RajSSP)
Social Justice & Empowerment Department
Government of Rajasthan

Samit Sharma and I D Variyani

PROJECT OVERVIEW
“The online Social Security Pension System provides the public & social assistance
to the weaker sections of the society by facilitating timely and hassle free
disbursement of the Social Security Pension payments.”

Online Social Security Pension System is an e-Governance initiative of Government

of Rajasthan for effective and timely disbursement of Social Security Pension. It is a
web based solution to facilitate and maintain Pensioner information, verification of
pensioners, Sanctioning of pension and Disbursement of pension Payments. The
Application facilitates the printing of Money Orders and electronic payments. The
software is being used in the treasuries, Sub-treasuries, Offices of Sanctioning
authorities e.g. Sub divisional Officers (SDO) and Block Development Officers
(BDO) and verification authorities e.g. Tehsildars. It covers various Social Security
pension schemes of Government of Rajasthan. The application has also been
integrated with the crucial projects of the state that includes E-Mitra/CSC,
Bhamashah and UID projects to facilitate Yearly verification of the pensioners.

Goals & Objectives

State Government of Rajasthan is committed to place high premium on providing
social assistance to weaker sections of the society. Efficiency and transparency in
disbursement of the social security pension is one of the utmost priorities for the
Government. To ensure transparency and accountability in government financial
Transactions, State Government has taken up this project. This is an e-governance
initiative for effective and timely disbursement of Social Security pension.

The Objective of the project was:

 Provide citizens better access to information for transparency and public
accountability.
 Social Security Pensioners portal.
 Efficient processing of pension sanction and disbursement.
 Effective Planning and monitoring.
 Electronic Payments.
 Robust MIS as a tool for better Decision Support system.
 Hassle-free & timely pension payments.
 Interface with Banks and Post Offices for Pension Payments and
Reconciliation.

The application was released on 19/10/2011 and is operational across the state and
being used extensively for the Pension Sanction, Verification and Payments. It is well
integrated with the important projects of the state and UID. However, the application
was released in 2011 but major changes and enhancements were taken up during last
one and half year.

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 Digital Empowerment - A cornerstone for eGovernance

Salient Features
 The beauty of the system is that it is integrated with five different applications
that include E-Mitra, Bhamashah, UID, PayManager and Rajkosh
Applications.
 Local Language Interface
 Role Based system
 Work Flow based Application
 24 by 7 accessible
 Electronic Payments
 Handling Large volume of Pensioners (62 lakhs Plus)
 Being used across the State

Current Status
The application is in use across the State. The electronic payments are being made
using this system. Online Application and Yearly verification process through
Kiosk/E-Mitra with biometric authentication is being used. The Integration with UID
interface and Bhamashah Platform is working fine. Overall, the application is being
fully utilized and operational across the State. It is handling large volume of 62 lacs
plus pensioners.

RESULTS INDICATOR
Key Performance

Following are the services are as below –

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Pension Payment 6,29,18,939 6,42,35.947 7,16,32,613
Pension Sanction 4,17,510 3,74,624 4,13,210
Bhamashah Service - 3,96,49,652 4,28,41,811
Yearly Verification 40,43,179 52,23,859 54,77,977

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs Departmen Mobile Others
Web t Counters Gateway including
any Social
media
Pension 6,81,45,5 - - - 34,87,062
Payment 51
Pension 4,13,210 - - - -
Sanction
Bhamashah - 5,49,554 - 4,22,92,257 -
Service
Yearly - 19,65,232 35,12,745 - -
Verification

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 Online Social Security Pension System (RajSSP)

Description of e-Services
Pension Sanction:
This service facilitates applicant to apply and get sanctioned the application. The
applicant can avail the online services of E-mitra/CSC for application submission. He
is not required to approach any office for the same.

Pension Payment:
This service facilitates monthly payments to pensioners either through Electronic
Payments in to Bank Account or through Money Order. Presently 96 % (60 lakhs out
of 62 lakhs) are being paid electronically. Earlier all the payments were made though
Money Order. It saves lots of paper and around 300 Cr annually which were required
to be paid as commission.

Bhamashah Services
This Social Pension Application is integrated with Bhamashah Platform of the State
Government. Applicants’ details are directly fetched from the Bhamashah Database
instead of feeding a fresh. It saves lot of time of Feeding, ensures accuracy and data
remains in sync with State Database.

Yearly Verification:
Pensioners are required to present themselves once in a year before sanctioning
authority as a proof of their aliveness. This service facilitates yearly verification
biometrically using Thumb impression and Aadhaar at E-mitra/CSC kiosk. This
eliminates physical presence of pensioner before sanctioning authority.

Presently Application is running across the state. Pension is sanctioned using this
application only. The complete application is work flow based. Application is
handling large volume. Payment is also done using this application only whether it
relates to electronic payment or payment through money order. Electronic payment is
made to 60 lakhs pension out of 62 lakhs total pensioner. The system is being used
exhaustively in the State.

Implementation
Implementation Coverage as on today
Stake holder inclusiveness and participation
 Sanctioning(SDO,BDO) & Verification (Tehsildar) Authorities ( Approx 750)
 Treasuries & Sub-treasuries ( 260)
 Departments – Finance Department and Social Justice & Empowerment
Department
 Pensioners ( 62 lakhs Plus)
 Post Offices & Banks
 E-Mitra/CSC

Geographical Area Spread

Over 62 lakhs pensioners covering around 250 sanctioning authorities’ offices of the
34 treasuries and 225 sub-treasuries of Rajasthan State are covered under this project.

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 Digital Empowerment - A cornerstone for eGovernance

The System is running in treasuries & sub-treasuries, SDO and BDO offices of the
Rajasthan.
New Services / Enhancements
Social Pension application is being used extensively in the State. It has facilities for
Application Receiving, Sanctioning, Verification and Payments. The major activities
which were extended during last one year includes-
 Yearly verification process through UID biometric authentication.
 Online Application though E-mitra/CSC
 Electronic Payments.
 SMS Services on Sanctioning and Disbursement of Pension.
 Intimation of Sanctioning of Pension through Voice Call.
 Integration with Bhamashah Platform.
 Integration with Other State Applications.
The Major outcomes and achievements of the project are:
 Software is being used by around 750 locations covering 62 lacs beneficiaries.
 Software helped to identify the duplicity of pension cases.
 Consolidated Database of the pensioners is available with the Department.
 One of the widely used systems in the State.
 Created IT Culture in the State as Offices are spread over the state.
 Online Application at E-mitra/CSC reduces physical presence at far offices
and applicants are not required to move instead they get services at door as
there are around 40,000 E-mitra/CSC kiosk across the State.
 Aadhaar Integration has helped to ensure uniqueness and identify duplicity.
 SMS services ensure the information about payment and sanction of Pension.
 Money order writing is a repetitive job as it is prepared on monthly basis.
Therefore, considerable Manpower efforts are saved using this software and
staff can spend more time in other creative activities of the offices.
 Electronic Payments has made the payment disbursement faster and makes the
environment green friendly as it saves lot of papers due to non-requirement of
generation of Money Orders.
 Taken up Business process re-engineering by streamlining manual practices.
 Online Status enquiries of pension cases reduce physical movement by
pensioners.
 Faster payment processing and disposal of pension cases as data are available
on line.
 Helped decision makers as database is available online in various formats.

Innovative Ideas
 Yearly verification process through UID biometric authentication was
introduced.
 Integration with Bhamashah Platform and Online Application through E-
Mitra/CSC.
 Electronic Payments was introduced which saves lakhs of rupees as a
commission of Money order and lots of paper are saved by not printing Money
Orders.
 Intimation of Sanctioning of Pension through Voice Call was introduced.

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 Online Social Security Pension System (RajSSP)

Pre-Deployment scenario Post-Deployment scenario

No single point of information was Online Application
available. Whenever information (http://rajssp.raj.nic.in) is available 24
were required to be captured, it was by 7 and is being used as a single point of
collected either through Phones information. The information is available
from various locations or was used on a single click.
earlier available information.
Lack of consistent and Accurate The consistency and accuracy of the data
Data. Because of non-availability may be ensured due to availability of the
of single source of information, data at a single point and the same portal is
every time different information being used across the state.
were being received and it was
difficult to ensure the accuracy of
the information.
Transparency of the information The information is available and may be
was not possible as record was not traced at any point of time.
up-to-date and was difficult to
trace.
Access was restricted to office Accessible 24 by 7.
timings.
Writing money orders by hand was Money orders are printed through system
a time consuming and repetitive and it saves lot of time. Manpower may be
exercise. It was a full month job. engaged in other creative activities.
Distribution of pension in time was It is possible to distribute the pension in
not possible through manual time and process of writing Money order
process. As lakhs of money orders has been made systemized.
was written by hand. It cause
irregular payment distribution and
payments are made once in a two
or three month.
Electronic payment was not Electronic Payment is being made into the
possible as record were not pensioner’s Bank Account whose has open
digitized. accounts in Banks.
Tracking of Pensioner application The online application has made the
and payment status was not tracking possible.
possible
Pension Sanctioning and The online system has been very useful in
Verification process was manual automating the process of sanctioning and
and cumbersome. disbursement of social security pension

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 Digital Empowerment - A cornerstone for eGovernance

ENABLER INDICATORS
Business Process Reengineering
To implement the Social Security Pension System in a sustainable manner various
Government Orders were issues and reforms were carried out.
 Treasuries & sub-treasuries were asked to entertain only computerized
sanction orders.
 Format of pension Application were changed and receipt format were
modified to cope up with the use of technology.
 Unified Coding pattern was adopted. Uniform Codes for States, Districts,
Block, Gram Panchayat and Villages were used in the software.
 Pattern for allotment of Sanctioning order were changed and made uniform.
 Electronic data exchange with Post offices and Banks were finalized and
emphasized electronic money order and Electronic Payments.
 Social Security Pension Rules were made compatible according to the need of
online system.

Change Management
User department requests NIC for any change in requirements. NIC team undertakes
the job, designs and modifies the software as per the new requirements and then asks
the department to perform acceptance testing and report feedback. The performance
testing is done to the level of satisfaction of the user department and then the new
version of the software is released. Refresher Training sessions for master trainers are
also organized in case of major changes.

Technology adaptations/ Innovative deployment

Complete application is web based and role based. The standard technology protocol
has been used while exchanging the information with other systems. The new
technological innovative ideas which were added during the last one year include.
 Online Application at E-Mitra/CSC.
 SMS Services during Sanction and Payment Process.
 Yearly verification process through UID biometric authentication.
 Electronic Payments.
 Intimation of Sanctioning of Pension through Voice Call.
 Integration with Bhamashah Platform.
 Biometric user authentication with E-Mitra/Kiosk.

Capacity Building
Various training programs and workshops were organized to train and sensitize the
workforce. Initially master trainers taking 4 persons from each treasury consisting of
one person from Treasury, One from Sub-treasury, One from SDO Office and One
from BDO Offices i.e. 136 personnel were imparted training and declared as master
trainers to impart further training at their respective locations to rest of the users.
Video conferencing sessions were also held to impart the training to users. Refresher
training sessions were also organized for the master trainers to make aware them the
changes carried out time to time in the application. Training sessions were also
organized at district locations.

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 Online Social Security Pension System (RajSSP)

Project Financials/Sustainability
At Sanctioning Authority Level: No Manpower was sanctioned. Existing Man Power
was trained to use the software. Hence the software did not put any burden on the
offices.

At Treasury Level: No Additional manpower was provided however Technical

manpower provided on contract basis under IFMS project were used to impart the
training. Existing Treasury Staff were imparted training to use the software.

Existing hardware available at Sanctioning authority and verification authority offices

were used to operate the application. No additional hardware was procured for these
offices.

The Additional hardware were already made available to treasuries were used for this
application. The Treasuries were already equipped with the hardware.

To ensure sustainability of the project following procedure were adopted:

 Online sanctioning of the pension was made mandatory at sanctioning
authority level and treasuries were directed to entertain only online sanctions.
 Proper trainings were organized.
 Proper Technical support was provided to Treasuries, SDO and BDO offices.
 Refresher training programs are being organized time to time.
 Video conferencing sessions are being held with the users.
 Review meetings for the progress are also being held.

VALUE INDICATORS
Learnings for sharing
Key Achievements
Software is being used by around 500 locations covering 62 lakhs beneficiaries.
Money order writing is a repetitive job as it is prepared on monthly basis. Therefore,
considerable Manpower efforts are saved using this software. Electronic Payments
has been extended. SMS and Voice Call Intimation has been enabled. Use of UID
services have helped to identify duplicity and double pension cases. Online
Application though E-Mitra/CSC has eliminated to approach offices located at
distances.

Key Challenges
To adopt new formats of Application was a big challenge. Imparting training across
the state was a major challenge. Development & Implementation of Uniform software
for the large numbers of department was a challenge. Printing of large numbers of
Money Orders was a huge task to manage. Integration with Other Departmental Web
Application was a big challenge.

Use of UID Aadhaar Project

The application has been integrated with UID Aadhaar Project to verify correctness
of Aadhaar Number and authenticity of Information.

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 Digital Empowerment - A cornerstone for eGovernance

Key learning from the project

 It was assumed that the Project has social impact so it will be implemented
with the minimal efforts but this theory did not apply. The lesson learnt from
the project was that any Project should not be taken in a light way for the
purpose of implementation strategy. Developing a project is not as difficult as
implementing it in masses.
 Use of the right technology in the right place with appropriate administrative
decision benefits the masses.
 Strong Top level commitment and support is key to success.
 Proper training and availability of Documents to user is a major issue in the
success of the project.
 Proper monitoring at all the levels of the stakeholders is a panacea for the
success of the project.
 Proper and sufficient time should be allotted in the System Study. As
incomplete or poor system study would ruin the complete project and would
cause delay in implementation of the project. Proper system study would
reduce the implementation and development efforts.
 Proper Help Desk facility should be established at least initial period of the
project till it establishes.
 Change Management process should be followed for the
changes/improvement t obe carried out time to time.
 System should be tested thoroughly before deployment.

Digital Empowerment
Language Interface
The Application has been developed with local language support. It supports both
English as well as Hindi Languages.

Financial Inclusion
Majority of the payment is done electronically. Payment of 60 lakhs out of 62 lakhs
pensioners e.g. 96% are made into their bank account.

Training and Capacity Building

Various workshops and training programs were organized to empower the
stakeholders to make use of this system. Help desk facility has also been established
to sort out grievances of pensioners.

SMS/Voice Call Services

System has been made enabled to send SMS and Voice Call services to intimate
beneficiaries about their payment and sanction status.

Green e-Governance
Electronic Payments have been introduced in the System. Payments through Bank
Accounts are increasing exponentially. Earlier payments were only being made
through Money Orders. Money Orders were being printed in lacs and it consumes lots
of papers and Power. Electronic payments save consumption of paper and power. In

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such a way, green governance is being implemented through this project. Similarly,
acceptance of online application form and scanned documents has reduced the use of
paper.

Dr Samit Sharma, Director, Social Justice & Empowerment Department, Jaipur

Rajasthan

Shri I D Variyani, Technical Director, National Informatics Centre, Jaipur

Rajasthan, [email protected]

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 Digital Ecosystem for Social Security Pensions
Social Welfare Department, Patna, Government of Bihar

Atul Prasad and Shailesh Kumar Shrivastava

Project Overview
Digital ecosystem in social security pensions for direct benefit transfer comes out as one
of the excellent example of e-Governance which can avoid many problems like wastage
of public fund, corruption and role of middlemen who restricts the beneficiaries from
getting benefits in time. There are experiences, models and lessons learned for similar
schemes in many countries, but the success of implementing of Electronic Direct
Benefit Transfer (EDBT) depends on the context and the willingness and abilities of the
involved stakeholders. The key element in EBT is the policy that is established between
citizens and decision-makers, by tracking, organizing hearings for participatory policy
design or conducting surveys on policy impact strengthen service delivery, database
creation and decision support system to the poor across the state and help in bringing
about effective and transparent performance management at all levels of administration
and mobile based governance. The main objective of the research work is to establish a
mobile based framework containing a set of parameters which can be used to deliver e-
Services to the social security beneficiaries and to facilitate direct benefit transfer to
their bank accounts. This can use massive reach of mobile phones to deliver services to
the remote locations.

In spite of that huge amount is being spent on subsidy and substantial manpower has
been deployed in the field formations for distributing subsidy the poor people are still
struggling for their day to day needs. Major shortcomings of traditional method of
distributing benefits are non-scientific method for the identification of the targeted
beneficiary, lack of proper and effective method of benefit distribution, lack of
interest in implementation of scheme of concerned authority, delay in delivery of
services in rural areas, non-availability of banking services, reaching to the intended
beneficiaries not at its doorsteps and lack of awareness among rural masses about the
various benefits of direct benefit transfer.

The main objective is to transfer of funds directly to the beneficiary bank account
living below poverty line and entitlements directly to the beneficiary, whose
identification would be verified on the base of ‘Aadhaar’ linked with the bank
account. This can eliminate various ghost or fake beneficiaries and ensure that true
beneficiaries are getting the benefit of subsidy. Observably, this path breaking
methodology can be adopted after experiencing so many years of hurdles such as
unnecessary delays, leakages and diversion of benefits which may take place while
providing subsidy to the needy citizen. The current research work aim to create a
centralised database of Social Security Pension Beneficiaries and transfer funds
through direct transfer benefits scheme to their bank account so that it is possible to
identify total benefits given to a family in any financial year and analyse different
aspect of their financial growth. This also uses Aadhaar framework individual
identification and mobile nos. for digital communication. This methodology
establishes transparent, time effective, affordable processes which can effectively
establish procedure with perspective of citizens. It is necessary to create an integrated
ICT enabled e-governance framework for rural areas which can convert requirements

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 Digital Ecosystem for Social Security Pensions

of rural citizen and their knowledge along with their inputs along with inputs from
other stakeholders into an effective service oriented process. The proposed e-
governance framework aim to consolidate various inputs from different stakeholders
for decision making through ICT tools with the existing practices as part of traditional
knowledge available and used by rural citizen in day-to-day techniques, allocating the
resources and resolving conflicts in the processes of rural e-governance. This also
adds transparency to the processes and improves quality of service being delivered.

The project aim to ensure:

 Reduction of Duplicates in Beneficiary data.
 Accurate Targeting of Beneficiaries.
 De-duplication with existing databases such as Aadhar, Electoral Rolls etc.
 Process Reengineering of schemes for simpler flow of information and funds.
 Integration with National level Beneficiary databases
 Greater Accountability.
 Elimination of redundant processes in subsidy transfers.

Till Now the project has removed around 10 lakhs beneficiary which has resulted in
saving of more than 500 Crores to the State exchequer. The project is further being
extended to various other departments of Govt. of Bihar.

RESULTS INDICATOR
Key Performance
There are four very important types of services are given below in the table:

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Beneficiary Registration 34,00,000 42,00,000 61,00,000
Direct Benefit Transfer of Funds 2,14,36,000 4,31,45,000 6,34,15,000
Fund Transfer Responses 1,14,36,000 3,34,45,000 4,43,25,000
Aadhaar Authentication 34,00,000 42,00,000 61,00,000
SMS Alerts 55,00,000 75,00,000 1,20,00,000

b. e-Services of 2016-17 through various delivery channels (% of volume)

On CSCs Department Mobile Others
line Counters Gateway including
Web any Social
media
Beneficiary 45% 15% 20% 20% NA
Registration
Direct Benefit Transfer 70% 5% 5% 20% NA
of Funds
Fund Transfer 75% 5% 15% 5% NA
Responses
Aadhaar 55% 15% 15% 15% NA
Authentication

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 Digital Empowerm
ment - A cornerstone for
f eGovernance

Deescription of e-S Services

Soocial welfare beenefits to the citizens through various schemees for the sociaal
deevelopment and growth
g of citizenn are targeting ruural poor and theeir number is alsoo
larrge in number. Identification
I of these beneficiariies and then tran nsferring funds too
their account has always
a been diffficult process. AtA present these financial benefitts
are being disbursedd to the beneficiaaries by means off traditional meth hods. Most of thee
beeneficiaries do not
n get the oppoortunity of availling the benefitss due to lack oof
awwareness about existing
e schemess. In addition dued to improper targeting by thee
goovernment policiees also the real benefit
b do not reaach to the citizen. Citizens have too
face a lot of hurddles for availingg the benefits duue to middlemen n. There are alsoo
prroblems like wasstage of public fuunds, corruption and presence off middlemen does
caause delays in thee routine disbursaal of benefits. Taaking this into acccount and with ann
aimm to reduce thee leakage, cut doown the corrupttion, eliminate middlemen,
m targeet
beeneficiaries betterr and speedup thhe transfer of bennefits to the beneeficiary, state andd
ceentral governmennts have taken various adminisstrative reforms. By introducingg
Ellectronic Benefit Transfer System m, the genuine benneficiaries can av vail the advantagee
annd corrupt practicces can be minim mized. Direct bennefit transfer sch heme transfers thee
beenefits without anny delay, directlyy to the bank acccount of the entittled beneficiariess.
Thhe proposed systeem of electronic Direct
D benefit traansfer functions in
i such a way thaat
the concerned goveernment departm ment need to deal with a sponsoring bank which cann
bee any nationalizedd of private bankk, which will obttain the fund from m the departmennt
annd, in turn need to
t transfer the funnd through core banking fund traansfer facility andd
credited the requireed amount to thee targeted beneficciary. Public Finaance Managemennt
Syystem provides facility
f to transfeer details to theirr SFTP (Secured d FTP) server foor
paayments. Then theyt transfer the money in buulk to multiple account debitingg
spponsoring bank account
a and credditing the beneficciary account. Laater a file can bee
prrovided indicatingg status of fund transferred.
t In caase fund is successsfully transferredd
then a reference nuumber like UTR number can be generatedg otherwwise it can providee
ann information inddicating reason foor failure of the transaction.
t Suchh information cann
eaasily be analyzeed to understandd reason for noon-transfer. The architecture andd
intterfacing of the proposed
p system with
w the existing platforms is show wn below.

mplementation
Im
Im
mplementation Coverage
C as on tooday
1. Comprehennsiveness of reacch of delivery
centers
 38 (Thirrty Eight) districts of Bihar
 534 (Fivve Hundred and Thirty Four)
Blocks ofo state of Bihar
 8463(Eight Thousand Four F Hundred
and Sixtty Three) Panchayats
 Departm ments such as Rural
Developpment Department, Finance
Departm ment, Social Welffare, Minority
Welfare, BC/OBC Welfare Departmennt, SC/ST Welffare Departmentt,
Educatioon Department ettc.
 Citizenss of Bihar State S and Othher State throu
ugh Web Sitee
http://elaabharathi.bih.nic.in/

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 Digital Ecosysstem for Social Securrity Pensions

2. Number of delivery centers

 38 (Thirrty Eight) NIC district centres of BiharB
 534 (Fivve Hundred and Thirty
T Four) Bloccks of state of Bih
har
 5500 (Fiive Thousand andd Five Hundred) Common Service Centres
Ne Services / Enhancements
New
Thhe following are thet key Services of the applicationn:
1. To create Centralised Benneficiary Databaase based on SECC database andd
Aadhar database.
d In addiition the Beneficciary database can
c contain Bankk
details, Mobile
M Nos., email ID, EPIC No ettc.
2. To enablee application for direct
d benefit trannsfer.
3. To integraate and seamlesslly deliver citizen services by distrrict administrationn
through baackend digitizatioon and process ree-engineering.
4. To implem ment an efficiennt electronic woork-flow system for reduction oof
workload of the district perrsonnel.
5. To createe a smart link/iinterface betweeen citizens, gov vernments, publicc
utilities annd other informattion providers.
6. Fast proccessing of publicc cases/appeals/ggrievances and dissemination oof
informatioon.
7. To enhance the accountabbility, transparenncy and responsiv veness of districct
administraation towards citiizen's needs.
8. State Beneeficiary Register for all schemes
9. Consolidaate Cash Transfers to Householdss which are gettiing benefits from m
multiple sources
s and multiiple forms
10. Improved efficiency of Social S Security net,
n consolidated d income supporrt
programm me for poor and elliminate multiplee sources of subsiidy
11. Positive Innstitutional mechhanism to supportt benefit transferss
12. Adoption of ICT tools for delivery of servicces
13. Reductionn of administrativve task and mainttenance of record ds so that officials
can conceentrate more on developmental woork
14. Maximizee benefits from expenditure of welfare schemess which leads too
social upliiftments

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 Digital Empowerment - A cornerstone for eGovernance

ENABLER INDICATORS
Government Process Re-engineering
Issues addressed for Electronic Fund Transfer
The beneficiary accounts can be are Aadhaar-enabled or their account can be
validated though Public Finance Management System. In case the beneficiary bank
account is linked to the beneficiary’s Aadhaar number then process can be further
optimised however due to non-availability of Aadhaar numbers the process need not
be delayed rather PFMS can be used to transfer funds. Beneficiaries can perform their
bank transactions at the standard off-take points of bank branches and ATMs.
However, in order to ensure easy access to the banking services, the Business
Correspondent (BC) model has been deployed. BCs can carry out financial
transactions using micro-ATMs (biometric point-of-sale devices) which allows to
authenticate the identities of Beneficiaries by connecting to the Aadhaar online
system and thus ensure that funds are not withdrawn fake.
 Unique Beneficiary ID: For fund transfer directly to the beneficiary, as a pre-
requisite, it is necessary that all the beneficiaries are covered under the unique
identification system. After enrolling the beneficiary it is necessary that a
centralized database of beneficiary should be created and it can be fed with
collected Aadhaar Number. Authentication of Aadhaar Number is also
facilitated through UIDAI in bulk mode.
 Access to Bank Account: It is necessary that all the individuals have access to
bank, in some form or the other and the facilities must be easily available.
Each beneficiary must have a bank account opened. Recently govt. has
launched Jan Dhan Yojana which claims to open bank account for every
family. All the Bank Accounts can be linked with Aadhaar platform.
 Database of beneficiaries: There should be standard format defined for
mandatory columns for each beneficiary for creating a uniform database for
the citizen. For various schemes and programs the target group will be
different. These databases are required to be linked with the Aadhaar ID, so
that there is a common platform for financial transactions. Aadhaar seeding
and its linkage with the bank account is a key component to make the
electronic direct benefit transfer system a success.
 Business Correspondence (BC) model: There is also need for a payment
gateways/bridge to be created and creation and integration of related ICT
infrastructure, banking infrastructure, supported with detailed rules,
procedures and regulations. Government can set-up ultra-small branches and
also use the Business Correspondence (BC) model of branchless banking and
Micro-ATMs which enhances access to banking service to rural areas. The
process cycle of fund transfer using BC model is shown in figure.

450
 Digital Ecosysstem for Social Securrity Pensions

Payyment to Beneficciary using Bankiing Corresponden

nt

Caapacity Buildingg
Sttate Project Coree Team
NIIC, Bihar and Social
S Welfare Department, Goovernment of Biihar has notifiedd
offficers as Projecct Members of project team. This also havee members from m
addministrative offiicers, who advicees and assist durring project impllementation. This
teaam is supported by a team of programmers
p welll versed in adoppting online webb
appplications and prrovides technology implementatioon of the Projectt. This team workk
unnder overall supervision of Prinncipal Secretary, Social Welfare, Government oof
Biihar and State Innformatics Officcer, Bihar. The project team con nsists of officerrs
noominated by NIIC along with hired programm mers well versed in applicationn
deevelopment usingg technologies suuch as web applications, GIS app plications, Mobilee
Appplications, otherr multi-channel delivery
d Systems.

User Department Core

Us C Team
Inn order to supporrt project at depaartment level it is
i necessary to create
c and train a
grroup of resourcee persons who can c work at deppartment level an nd integrate MIS S
appplications with GIS.
G User departtment has formedd a cell with hireed manpower andd
doomain experts. Thhese people havee been trained on using application
n by Central Coree
Biihar team. Thesee people not only co-ordinate with w Central Bih
har team but alsoo
intteract with field formation for collecting
c data. In addition the cell
c can motivatee
deecision makers to t use ICT in decision
d making process and creeate ICT enabledd
ennvironment for pllanning and moniitoring.

Reesource Persons at District Levell

Inn order to supporrt project at distrrict and Block levvel large chunk of data has to bee
upploaded to departtment level at reggular basis. Kind of Parameters reqquired at decisionn
maaking has to be identified by thee district. District officials dealin
ng with data havee
beeen trained and eqquipped both for uploading data, data standardizattion and also theyy
caan use ICT as a toool for decision making.
m Proper h/w
h and software infrastructure haas
beeen created at field formations for f updating dataa. District Inform matics Officer/ITT

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 Digital Empowerment - A cornerstone for eGovernance

Manager has been trained to use the application and provide technical support to the
Project.

Workshops on adoption of Latest Technologies

Workshops have been conducted for various stakeholders of the project to make them
understand about available technologies and best practices In order to support
project at district and Block level large chunk of data has to be uploaded to
department level at regular basis numerous training programme has been conducted
by Master trainers as well as Video Conferencing. Currently there is emphasis is on
using Mobile technology to deliver services and gather data from field formations.

Change Management in terms of Leadership Support

Project management & Monitoring Adopted
State Level Apex Body- This has been constituted under chairmanship of Chief
Secretary, with Principal Secretary/Secretary of Participating departments as
members along with State informatics officer, MD, BELTRON.

State Level Steering Committee- This has been constituted under chairmanship of
Principal Secretary, Social Welfare Department with Nodal Officer of Participating
departments, Two Representatives from districts and Project Co-ordinator, NIC,
Bihar as members.

District Level Executive Committee- This has been constituted under chairmanship of
District Magistrate of respective district of Govt. of Bihar with Nodal Officers of
participating departments, Two Representatives of Blocks and DIOs/ADIOs of NIC
as members.

Technology including Social Media

Use of new and emerging technology:
1. Online System facilitating access by all beneficiary related offices of the state.
2. Integration of SMS service for communication [Both PUSH and PULL
Service]
3. SMS alert at every stages of processes
4. E-mail being used as mode of communication to stakeholders.
5. Help Desk and Enquiry Facilities through Website.
6. Mobile App for uploading data from remote locations
7. GIS technology to facilitate spatial analysis.
8. SMS based reporting and DASHBOARD for stakeholders
9. Use of technology in the grievance solving
10. To dispose the complaints within the given time frame
11. Making the process transparent
12. Data storage for future use
13. Cutting short of the physical system process
14. Social Media for Getting feedback and comments from citizen to improve
processes.

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 Digital Ecosystem for Social Security Pensions

VALUE INDICATORS
 To create Centralised Beneficiary Database based on SECC database and
Aadhar database. In addition the Beneficiary database can contain Bank
details, Mobile Nos., email ID, EPIC No etc.
 To enable application for direct benefit transfer.
 To integrate and seamlessly deliver citizen services by district administration
through backend digitization and process re-engineering.
 To implement an efficient electronic work-flow system for reduction of
workload of the district personnel.
 To create a smart link/interface between citizens, governments, public utilities
and other information providers.
 Fast processing of public cases/appeals/grievances and dissemination of
information.
 To enhance the accountability, transparency and responsiveness of district
administration towards citizen's needs.
 To identify total benefit received by a family in a year through various
departments.

Digital Empowerment

Parameters Earlier Initiative New Software

SQLSERVER 2008 and .net
Platform Excel Formats
Platform, C#, AJAX, ARCGIS
Server, Silver light, IIS
Localization English English and Unicode Support
Online Software with work flow
Online Offline
management
Fund Transfer and Not Available on-line facilities and Mobile App
Beneficiary Management
SMS Alert and SMS Monitoring
SMS Support Not Available facility has been added for
monitoring
On-line Receipt Direct Benefit Transfer has been
Not Available
Financial Disbursements done in the project
Help Desk and KIOSK Not Supported Available for Search Facilities
GIS Mapping of
Locations and other Not Done Available with web interface
facilities
Mobile App Not Available For Enquiry and Online Reporting
User based dashboards most of
Dashboard Dashboard
the stakeholders

Key factors in the transition from earlier system to new system

 To create Centralised Beneficiary Database based on SECC database and
Aadhaar database. In addition the Beneficiary database can contain Bank
details, Mobile Nos., email ID, EPIC No etc.
 To enable application for direct benefit transfer.

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 Digital Empowerment - A cornerstone for eGovernance

 To integrate and seamlessly deliver citizen services by district administration

through backend digitization and process re-engineering.
 To implement an efficient electronic work-flow system for reduction of
workload of the district personnel.
 To create a smart link/interface between citizens, governments, public utilities
and other information providers.
 Fast processing of public cases/appeals/grievances and dissemination of
information.
 To enhance the accountability, transparency and responsiveness of district
administration towards citizen's needs.

Parameter Earlier System New System

Incomplete and
Quality of Reporting Near Accurate
Biased
Reporting Lag 6 to 8 months Up-to-date
Frequency of Fund 6 Months or
As per time schedule specified
Transfers more
Quality Enforcement / Poor Quality Best quality data with supporting
Monitoring Data evidence
Transaction Volume Very less Now in Crores
3 to 4 months
Online Data Updation Up-to-date
behind
Validation of Limited
Online Validation Procedure
Beneficiary Validation
Automatic Preservation Good Quality Records being
Not Available
of Fund Transfer Details maintained
Less
Transparency Transparent
Transparent
SMS Alert Not Available Transaction based SMS Alert
Processes have been re-invented to
include new technologies such as
SMS, Mobile and GIS for delivery
BPR and Change
Not Done of services. Stakeholders have been
Management
trained to work in current
environment and the processes have
been notified.
System is immensely beneficial to
Outcome/benefit Limited Social Welfare Department and
Pensioners across State
Rules for monitoring and reporting
have been notified by the
Rules and regulations Not Available
department and officers have been
asked to adhere to new rules.
Change in legal system Not applicable Not Applicable

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 Digital Ecosystem for Social Security Pensions

Key Factors addressed for making Application to reach the Rural Masses:
 Mobile Solution works in both Offline and Online mode.
 No server requirement in the distributed environment across all the Blocks.
 Offline application version and deployment management is done centrally and
additional services can be added or deleted from central server for the clients
 Automatic synchronization between the offline client and server whenever the
connection is restored.
 Aadhaar Integration with Beneficiary Database has been done
 Payments to the Pensioners is being done through Banks Accounts only
 Secured and encrypted data in the local environment
 System has been integrated with PFMS for verification of Beneficiary
Accounts
 Content Repository with advance search facilities
 Full scalable solution horizontally and vertically
 On Line Reporting engine with dashboards
 Ease of management and high performance etc.

Green e-Governance
 The project has tried to popularize its motto of “THINK BEFORE PRINT-
save trees” among stake holders and citizen.
 Special training sessions are conducted for participants on Green ICT and its
impact.
 Adjust settings of IT systems to save power when not in use for short periods.
 Schedule tasks that need computer processing to be done in a block of time
 Avoid printing files if reading the same on the monitor will suffice.
 Operate computers, printers and other IT equipment with proper ventilation.
 Use virtualization on servers, when available, to allow multiple operating
systems to run on each machine.
 Use e-mail when possible rather than fax to save on paper and energy used.

Shri Atul Prasad, Principal Secretary, Social Welfare Department, Patna,

Government of Bihar, [email protected]

Shri Shailesh Kumar Shrivastava, Scientist-E, National Informatics Centre, Patna

Government of Bihar, [email protected]

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 Bhamashah Yojana
Department of Information Technology & Communication,
Government of Rajasthan

Akhil Arora, Mukesh Sharma and Suryakant Gupta

PROJECT OVERVIEW
Bhamashah Scheme is an end-to-end direct benefit transfer platform for cash and
non-cash benefits to the targeted beneficiaries in a transparent manner. The Scheme is
a combination of individual as well as family-based programme of financial
inclusion, where each family is issued a Bhamashah Card. The revamped scheme,
originally conceptualized by Hon’ble CM Ms Vasundhara Raje, was re-launched in
the year 2014 with broader objectives.

Each family is issued a digital identity - the ‘Bhamashah Card’. The Card is linked to
a bank account that is in the name of lady of the house who is the head of the family -
ensuring women economic empowerment. The card leverages biometric identification
from AADHAAR and core banking from Jan Dhan Scheme of Government of India.
All cash and non-cash benefits through the Bhamashah Card are directly transferred
to bank accounts of the beneficiaries.

Non-cash benefits are mapped directly to entitled beneficiaries. It is one of its kind
scheme where all benefits—cash and non-cash, e.g. services of Public Distribution
System (PDS), Education Scholarships, payments under MNREGA and Social
Security Pensions, benefits of other Schemes like Distribution of two-wheelers to
Students, Indira Awas Yojana, CM BPL House, Janani Suraksha Yojana,
Unemployment Allowance, Skill Training, other individual beneficiary schemes and
all other benefit services are mapped through Bhamashah Scheme. Under the
Scheme, the family is mapped to single unique data set for the residents thereby
making the Bhamashah Resident Data Hub. As the same is leveraging AADHAAR, it
not just ensures enhancement in AADHAAR enrolment, but also ensures there is no
duplicity of data. There is complete convergence between Government of India and
Government of Rajasthan data. All demographics and socio-economic parameters
have been included to work out entitlement under various government schemes.

RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-
a. e-Services and Volumes
Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Bhamashah Enrollment 20173962 18793729 15014416
ePDS - 5323185 179365993
Social Security Pension - 20200206 112824539
Bhamashah Swasthya Bima - 46974 1480078
Yojana

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 Bhamashah Yojana

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs Department Mobile Others
Counters Gateway including any
Social media
Bhamashah 1% 89% 11%
Enrollment
ePDS 100% through
PoS
Social Security DBT in Bank
Pension Account
Bhamashah 100% through
Swasthya Bima empanelled
Yojana Hospitals

Description of e-Services
• Creation of Family IDs other than the individual Ids
• Provides an umbrella platform for all the government departments which are
delivering cash or non-cash services to the residents of the state.
• Biometric authentication system by leveraging the Aadhaar platform
• Two layered verification system of citizens at their door step to minimize the
risks of duplicity and fraud
• Focus on change management and capacity building since inception of this
initiative for making it user friendly and acceptable to people and public
representatives
• Integration of departmental database with the Bhamashah application to avoid
the repetitive steps and to remove bottlenecks
• Enrolment of all the families (in camp mode as well as through permanent
enrolment centers at e-Mitras) for providing Family ID cards.
• Opening of bank accounts in the name of the female head of the family
• Linking bank account and family ID with Aadhaar
• Creation of Bhamashah Resident Data Hub (BRDH).
• Expansion of the present electronic infrastructure for providing more points of
service centers (e-Mitras) for better, reliable and timely delivery of service
• Improvement on the communication front through video conferencing

Implementation
First check for data quality assurance has been provided in the enrolment software
which ensures that invalid entries are not made in the data fields. Proper validation
checks have been provided at relevant data entry fields in the software. No
Bhamashah enrolment is undertaken without Aadhaar number and core bank account.
If a resident does not have Aadhaar number, then he/she is enrolled for Aadhaar and
then Bhamashah enrolment is undertaken using Aadhaar ID. The verification of the
Bhamashah enrolment of a resident is done by the verifier on various parameters. The
data is digitally signed by Gram Sevak/Patwari and no editing can be done after that.
The second level of verification is done by SDM /Tehsildar through public disclosure

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 Digital Empowerment - A cornerstone for eGovernance

mechanism. The list of enrolled residents/families is displayed on notice board of the

Panchayat and read out in the Gram Sabha for objections, if any. If any objections are
received against any resident, the same is intimated by SDM/Tehsildar to the
Collector. The list of all such residents is communicated by District Collector to State

Monitoring & Supervision

RajComp Info Service Ltd. is State Level Scheme Implementation Agency that
engages technology/implementation partner(s) for:
• Resident data management
• Linking of resident data with departmental databases
• Transaction monitoring
• Card preparation and distribution

Implementation Stakeholders
• Field Agency for Enrolment (EA)
• Banking Partner (with core banking network)
• Implementing Agency for further necessary action.
• After uploading of enrolment data, quality check of the data is also done using
data quality software. The software generates reports of resident where data
quality is doubtful like:
o Duplicate enrolment report
o Gender mismatch report
o Invalid Pattern
o Some of the possible data entry errors :
o Logical mismatch - Gender & Photo/Age & Photo
o Incorrect/Poor quality photograph
o Photo of photo/Inanimate/non human photo
o Error in name/address
o Transliteration errors (Name/Address)
o Relationship error
o Incomplete address/Geographic correctness
o Fraudulent and frivolous/abusive text

Implementation & Management of Scheme

Field Level
• District Collector as District Bhamashah Manager (DBM)
• District Level Statistical Officer is District Bhamashah Officer
• ACP takes care of technical issues
• Block Level Statistical Officer is Block Bhamashah Officer

Role
• Organising Camps
• Data Updation & Verication
• IEC

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 Bhamashah Yojana

Implementation Coverage as on today

• More than 5.11 Crore enrolment in less than 18 months
• More than 21 Crore successful transactions
• Benefits worth more than 7100 Crores transferred directly to the residents
• All cash and non-cash benefit schemes of the Government integrated with one
bank account, like Social Justice, Pensions, Scholarship, Palanhar, Medical &
Health, Bhamashah Swasthya Bima Yojana, Janani Suraksha Yojana, Rajshri
Yojana, Agriculture/Farmer Benefits, Ganganagar Sugar Mills Farmer
Payment, RAJFED Payment, Agriculture Subsidy, Rajasthan State
Cooperative Bank Kisan Credit Card, ePDS, BPL Families Enrolment Benefit,
NREGA Payments etc.

ENABLER INDICATORS
Government Process Re-engineering
Government of Rajasthan always quest towards streamlining its projects to ensure
ease to all stakeholders - fellow departments as well as citizens and other users. For
the same, the department has implemented e-governance in (Project name) as the
frequency of this process is very high, to the tune of several lakhs per year, and is
increasing day by day. By integrating information technology, the project has
enhanced operational efficiency in administration and service delivery. Along with
this, re-engineering of this process has also implemented a transparent module which
enables complete accountability to citizens as well as department stakeholders,
standing true on all the key elements of good governance.

Capacity Building
Rajasthan has implemented an integrated scheme of capacity building and as per a
policy decision it has been decided that every project is going to be having a specific
component of IEC as well as capacity and capability building. It was ensured under
the concept of “Suraaj” that is good governance that every e-governance initiative is
first implemented at the village level, that is called Last Mile, but Rajasthan
considered it to be the First Mile. As the Chief Minister believes reaching the key
beneficiaries first, which are at the village level. The project is then implemented at
Gram Panchayat level and subsequently to districts covering the complete state. The
project’s capacity building plan is enhanced every six months and is validated
through internal evaluation, dipstick surveys as well as external third party checks , to
ensure whether the capacity, capability and IEC activities have been enough or not.
Also, the implementation done by the government is properly utilised by the
beneficiaries or not.

Change Management in terms of Leadership Support

Rajasthan has been very specific about ensuring that Change management is done for
every single initiative and it is dully recognised that people and stakeholders are made
equal participants to the project. Which means any stakeholder who is having an
impact or is impacted by the project is enjoined upon on the journey of final decision
making in regards to implementation of the project. External and internal experts are

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 Digital Empowerment - A cornerstone for eGovernance

hired for the process of change management to be hand in hand with technological
implementation of every project.

Technology including Social Media

For every project implemented by the state, the Government of Rajasthan has always
guaranteed having the best of the class infrastructure and advanced technologies to be
made available. Rajasthan has the biggest Big Data Cluster in the country as well as
the biggest cluster for IBM pure app solutions and Oracle echo data, making the state
a Tier Three data centre of the country. We have more than 4000 servers running out
of the State data centre with the total capacity of 7 petabytes over which the entire set
of applications and storages run. It is ensured that for every project the best set of
technology is obtained for implementation of a project, wherein the Department of IT
and Communications or an external Technical committee decides upon what
technology is going to be used. It is a mandatory state policy to get any project more
than 25 lac to be approved by the State E-governance mission team head by Principal
Secretary of IT Department.
Rajasthan happens to be the most progressive state in the field of Social Media. Our
Hon’ble Chief Minister Smt. Vasundhara Raje is the most followed Chief Minister on
Facebook and Twitter with the following of more than 80 lakhs. For every IEC,
Change Management and Skill Building, social media is considered as important a
platform as print or electronic media by the government. Due to social media’s reach
till the last mile, it is judiciously used for promotion of the scheme, as well as to
enhance user experience.
Prominent government pages
CMO: Following of more than 7Lac
GOR: Following of more than 5Lac
Bhamashah Yojana: Following of more than 3.5Lac

VALUE INDICATORS
Learnings for sharing
• Creating Single Database as Resident Data Hub
• Unique identity to each family
• Entitlement through Single Database
• Removal of Resident demographic databases created at Department level
• DBT Platform to deliver benefits in Bank Account
• Unified Dashboard for Benefits given by the Government to a
Family/Individual

Digital Empowerment
Financial Inclusion is a key enabler to economic, social and transaction security of a
country, thereby driving inclusive growth. It is for this reason that financial inclusion
has been one of the key priorities for Government of Rajasthan. Rajasthan has always
used innovative technology as an effective tool to expand financial inclusion, through
various initiatives like Direct benefits Transfer, Mobile banking, Aadhaar enabled
banking accounts, e-KYCs and many more. The government always ensure that every
single project is bi-lingual in nature. Mandatory guidelines from Hon’ble Chief

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 Bhamashah Yojana

Minister and Chief Sectary of the state every application platform and front-end
portal are in Hindi as well as English. Rajasthan has seven divisions and each division
has its specialised portal and sectorial application aligned with the demographic and
cultural aspect of that specific area.

Green e-Governance
Rajasthan State Date Centre is a 100% green data centre. The upcoming data centre in
the state in going to be a Tier 4 data centre in the state and the only Tier 4 data centre
in the country which is owned, operated and controlled by the government.
Government of Rajasthan judiciously follows every policy of Green IT, along with
this the state also has its own Green IT policy which is followed by all departments
and outsourced sectors religiously. All environment friendly practices with respect to
creation, use and disposal of ICT gadgets and infrastructures are followed. The
Rajasthan Green IT policy has been prevalent since the year 2007 and was revised in
the year 2015.

Shri Akhil Arora, Principal Secretary, Department of Information Technology &

Communication, Government of Rajasthan, [email protected]

Shri Mukesh Sharma, ACP (Deputy Director), Department of Information

Technology & Communication, Govt. of Rajasthan, [email protected]

Shri Suryakant Gupta, Department of Information Technology & Communication,

[email protected]

461
 SAMADHA
AN: An auto-escalation enaabled Public Grievance
G
R
Redressal Porrtal for Uttaraakhand State
Departm
ment of Suraaj, Jansewa
J and Bhrrashtachar Unm
moolan,
Govern nment of Uttarakkhand

Arunendra S Chauhan and Sanjay

S Gupta

Prroject Overview
Thhe web based program
p titled as
a “SAMADHAN N” for web-baseed online Publicc
Grrievance Registraation and Redressal was launchedd in Uttarakhand State by Hon’blee
Chhief Minister on republic day of 20132 as part of Government’s
G initiative towards ee-
Goovernance and a step towards impplementation of Right
R to Service Act
A in the State oof
Utttarakhand. The project was innitiated by Depaartment of Suraaaj, Jansewa andd
Bhhrashtachar Unm moolan Governmeent of Uttarakhannd and is designeed and developedd
byy NIC Uttarakhaand. With the inntroduction of this t web-based portal
p for publicc
grrievance/complainnt registration,
redressal & moonitoring, the
Utttarakhand Govvernment has
assured to addresss all registered
grrievances in a time span of
maaximum 45 dayss from date of
reggistration of a griievance.

Thhe system has been designed in

suuch a way thatt a registered
grrievance autom matically gets
escalated to next level of officer
in the administrattive hierarchy,
if action is not taken by the
cooncerned officer with-in prescribeed time period. This
T feature mak
kes the grievancee
syystem unique in its own. The otther main featurre of the system is availability oof
grrievance registrattion and redressaal status reports in public domain
n for social audiit
puurpose.

Thhe major functionns of the system are:

a
 Online Registration of Grievvance/Complaint by Citizen with facility to uploadd
textual or multimedia
m contennts to supplementt the complaint/grievance.
 The online registration is done on the basiss of One-Time Code C sent throughh
SMS on registered
r mobilee of the appliccant to confirm identity of thee
complainannt.
 A grievancee can be addresssed by a citizen to three levels of o officers in thee
Governmennt. These three levels
l are Secrettariat (All Princiipal Secretaries /
Secretaries of a departmentt), District (All District
D Magistraates) and Head oof
Departmentt (All HODs off various departm ments). A Citizeen has option too
submit theirr grievance / com
mplaint at Directorate / District / Secretariat level.
 Login-id/paassword based acccess to the portall for officers at diifferent levels.
 Officer has option to
 Accept OR Reject the grievaance

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 SAMADHAN

 Transfer to other officer, If wrongly submitted by citizen

 Dispose the grievance
 Comments of officer at each stage are mandatory
 Facility to create subordinate officers at district level for enabling electronic
forwarding of a complaint.

DASHBOARD of all received, pending and disposed complaints is available on the

front page of each of the Government official user area. The summarized Dashboard
figures can be drill down to the lowest level to view status details about any
complaint/grievance.

RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Complaints Registered 2269 5849 6730
Complaints Disposed 1729 4297 4790
Complaints Rejected 67 242 438
Complaints Pending 476 1310 1502

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs Department Mobile Others
Web Counters Gateway including any
SMS Social media
Mobile App
Complaints Soon Soon to
Registered to be be
All - -
integr implemen
ated ted
Complaints
All -do- - -do- -
Disposed
Complaints
All -do- - -do- -
Rejected
Complaints
All -do- - -do- -
Pending

Description of e-Services
1. Complaint Registration
 Complaint can be registered online by providing basic details.
 OTP based registration to avoid junk complaints.
 Complaints can also be registered manually through District Magistrate
Office.
 Complainant can address complaint to
 Principal Secretary/Secretary level

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 Digital Empowerment - A cornerstone for eGovernance

 HOD of various departments

 District Magistrates of all Districts
 Grant of unique Registration-id after successful registration
2. Disposal
Responsibility of disposing a complaint lies with the officer to whom it is
registered.
 Option-1 - Officer DISPOSES it at his/her level
 Option-2 Officer Takes printout of the complaint and mark it manually to
the subordinate officer for their comments. After receipt of response from
subordinate office, the officer disposes it
 Option-3 - Officer creates login-ids and passwords for their subordinate
officers (Applicable only at DM Level).
o Mark it to subordinate officer through the portal
o The subordinate officer replies back the response to the officer
o The respondent officer disposes the complaint

Figure 1: Dashboard of the Officer

3. Complaints at CM Level:
 Complaints are reviewed by Chief Minister of Uttarakhand every month
(usually on third Thursday) through NIC’s Video Conferencing.
 Complainants are informed through SMS and by making a call to them.
 Officer along with Complainant remain present at respective location’s
video conferencing studios.
 The directions given by Hon’ble CM are recorded into the system as CM’s
directions.
 Respective Officers have to take action on comments given by CM.

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 SAMADHAN

Figure 2: CM office Dashboard

Facility of disposing complaints has been extended to district level officers so that
complaint can be addressed faster.

Implementation
Implementation Coverage as on today
Since this portal is web based, it is accessible from anywhere where internet
connection is available. For speedy redressal of the grievances effectively, a separate
interface has been developed and implemented for CM Office and the nodal
department (Department of Suraaj & Bhrashtachar Unmoolan, Government of
Uttarakhand). This interface has access to all the registered complaints in the State
and using this interface the CM office flags some of the long pending complaints and
forwards it to concerned officer for their remarks. The flagged complaints/grievances
are selected for hearing by Hon’ble Chief Minister of Uttarakhand who takes meeting
of all the officers of Uttarakhand Government on video conference on every third
Thursday of a month. The complainants of flagged complaints are also invited to
attend this meeting in their respective places in video conference studios. The
monthly meeting and regular monitoring by Hon’ble CM on SAMADHAN portal
ensures effective implementation of the project in the State. Emphasis is also given
on quality of the disposal of a complaint/grievance by concerned official. Facility of
disposing complaints has been extended to district level officers so that complaint can
be addressed faster.

New Services / Enhancements

Before this system came into existence, complaint used to travel manually from one
officer to another, which was time taking and grievances could not be redressed
timely and efficiently. Now grievances travel electronically which resulted in faster

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 Digital Empowerment - A cornerstone for eGovernance

redressal. There is not much cost involved in implementation of this project due to
being a web-based solution. The hosting of this portal is presently done on shared
servers of NIC Uttarakhand web infrastructure. The software design and development
is done in-house by NIC officials therefore no extra cost is incurred in developing this
system.

Moreover, as the system is internet based, any government office/department willing

to use the public grievance system require only a client computer and internet
connection.

For maintenance of application software and other O & M activities, one Programmer
is hired by nodal department to get various types of reports developed from time to
time. Also this manpower is used for imparting training on application software to
new users of the system. It is the only portal implemented in the State of Uttarakhand
which is not confined or limited to any particular department or office of Government
of Uttarakhand. A grievance or a complaint of a citizen related to any of the around
130 government department, all the 13 district administration and State secretariat
can be online filed using this portal. The applicant has option to upload multi-media
contents (picture, scanned document or a video) along with textual description to
supplement the complaint. A unique complaint/grievance ID is allotted to the
complainant for future reference of the complaint/grievance. SMS and email alerts
are sent to the complainant on registration of complaint/grievance and whenever any
action is taken by the concerned officer auto alerts are sent on registered mobile
number and email address of the complainant. All the Principal
Secretaries/Secretaries, District magistrates, Head of all the Government Departments
and Universities have been provided a unique user-id and password to access the
portal for disposal of the registered grievances/complaints in their respective offices.
A very comprehensive user specific DASHBOARD is displayed on logging-in into
the portal by any officer. The summarised figures about registered/pending/
disposed/escalated grievances displayed on the DASHBOARD can be drilled down to
see the details about a particular complaint/grievance.

ENABLER INDICATORS
Business Process Reengineering
As per work-flow of the SAMADHAN project, a complainant can online register
his/her complaint/grievance and address it to any of the officer of level from
Secretary, District Magistrate or Head of the Department. This required training of all
senior officers in the State before implementation of the SAMADHAN project.
Therefore a series of workshops, seminars and training programs were organized
before the start of implementation. There were apprehensions from some of the senior
level officers about failure of the project due to its being a web-based program. All
the reports about registered grievance/complaints and their disposal status are in
public domain, therefore there was a fear of social pressure among some officers in
implementing such portal in the State.

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 SAMADHAN

Technically, the project required at-least one computer system and a internet
connection in each of the office to access this portal on daily basis. Though this was
not a big problem as in most of the Secretariat and District level offices internet
connectivity is available over SWAN (State Wide Area Network). However, offices
of the HOD level had to ensure availability of this minimum infrastructure in their
offices.

Pre Deployment
Before existence of this portal, every department had its own mechanism to address
the public grievances received in their offices. Every department had separate
grievance cell to address their department specific grievances/complaints. Most of the
grievance cells were manual and only some were using stand alone computerized
system which was confined to their offices only. There was a requirement of separate
and manned grievance cell/unit in each of the office to register manually received
paper based grievances/complaints into the system. Therefore there were possibilities
of manipulation in registering the grievance/complaint.

Post Deployment
After implementation of this central web-based public grievance system, performance
of any department can be seen just by viewing the web-based analytical reports. To
effectively monitor the grievances, nodal officer from each department/office has
been deputed and provided user id for monitoring and taking action on grievances.

Change Management
Complaints monitoring system is a transparent system open to public. Complaints
automatically escalate to higher officials if it has not been disposed by concerned
officer in time. Complaints are also being monitored by Chief Minister of State
himself once in a month, thereby driving officers to dispose the complaints at the
earliest, which sends positive picture of the government in the public.

Technology Adaptations/ Innovative Deployment

Web based portal is designed, developed and hosted by NIC. It is developed in
Microsoft’s Dot Net Framework and SQL Server as database. One time Password
(OTP) has been used while registering grievance so that fake complaints may not be
registered. The applicant is kept up to date with the status of the complaint through
SMS on the registered mobile number.

VALUE INDICATORS
Learnings for Sharing
Innovative / Disruptive Technologies
In terms of technology a trigger was developed in SQL to accelerate the complaint
from one level to another automatically in a defined span of time (if no action is taken
on the complaint in a specific time).

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 Digital Empowerment - A cornerstone for eGovernance

Process Changes
This interface has access to all the registered complaints in the State and using this
interface the CM office flags some of the long pending complaints and forwards it to
concerned officer for their remarks. The flagged complaints/grievances are selected
for hearing by Hon’ble Chief Minister of Uttarakhand who takes meeting of all the
officers of Uttarakhand Government on video conference on every third Thursday of
a month. The complainants of flagged complaints are also invited to attend this
meeting in their respective places in video conference studios. The monthly meeting
and regular monitoring by Hon’ble CM on SAMADHAN portal ensures effective
implementation of the project in the State. Emphasis is also given on quality of the
disposal of a complaint/grievance by concerned official. Facility of disposing
complaints has been extended to district level officers so that complaint can be
addressed faster

Digital Empowerment
 This is a web portal which is accessible from anywhere, however there is
complaint cell in each district which assists citizens in lodging their
complaints in Samadhan Portal. Project is UNICODE enabled for Hindi
language, as most of the citizens know only Hindi language in the
Uttarakhand.
 Mobile app has been developed to increase the number of users as nowadays it
has become more easy for the end user to use any application through mobile
apps on smart phones.

Green e-Governance
Instead of movement of grievances manually, now they move electronically thereby
reducing the consumption of paper.
No files are now used to keep the bundles of letters marked.
No paper is used to send the status of the complaint to the complainant.

Shri Arunendra S Chauhan, Additional Secretary, Department of Suraaj, Jansewa

and Bhrashtachar Unmoolan, Government of Uttarakhand, [email protected]

Shri Sanjay Gupta, Technical Director, National Informatics Center, Uttarakhand

State Unit, [email protected]

468
 Computer-aided Administration of
Registration Department (CARD)
Director and Inspector General of Registration and Stamps
Government of Andhra Pradesh

P Venkatrami Reddy and G Bala Krishna

Project Overview
The main objective of the CARD project is to smoothen the Citizen-Government
interface by transforming services of property registration as 'Across the counter'
services with a pre defined service levels, leveraging the benefits of IT. CARD is
among the first & most successful e-governance projects in India, it is first e-
governance project transforming core & statutory process of Registration into ITeS
for implementing in all SROs of AP.

Features of CARD
 Anywhere Registration
 Online Payment System
 Electronic work of Sale of stamps from Top to Bottom level
 Electronic Reverse Endorsement(QR Code Enabled)
 Integration of Various Departments
o E- authentication of AADHAR prevent the impersonation Case
o WEBLAND prevent the Fraudulence cases for rural
o CDMA prevent the Fraudulence cases for Urban.
o CRDA prevent the Fraudulence cases for CRDA area.
 Digital Signing Of Single / Bulk Documents.
 SMS/ E-mail Integration for all major activities.
 Secured Transaction with IP binding.
 ADG & DR SITES.
 Interactive Web Site.
 Public Data Entry and document creation for Registration.
 Electronic Service Delivery Services

RESULTS INDICATOR
Key Performance
Following are the services are as below –

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
(approximate figures)
2014-15 2015-16 2016-17
Documents Registrations 13,38,000 14,75,000 15,00,000
SMS Alerts - 5,00,000 6,00,000
Encumbrance Certificate 10,80,000 11,00,000 13,00,000
Market Value Statement 7,50,000 8,50,000 8,50,000
Certified Copies 5,00,000 6,00,000 6,00,000

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 Digital Empowerment - A cornerstone for eGovernance

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs Department Mobile Others
Web (Mee Counters Gateway including
Seva) SMS any Social
media
Encumbrance 6,56,210 8,00,000
Certificates
Certified Copies 2,01,408 4,00,000

Description of e-Services
Document Registration
 The individual can get his document registered at any Sub Registrar office
which were integrated through CCA (CARD Central Architecture)
 The individual can book a slot any specific Sub Registrar office for
registration of document, apart from making online payment.
 A Pioneer project enabling anywhere registration in the India.
 The registration data is shared with the revenue and municipal administration
department for initiation of mutation process

Encumbrance Certificate
 The Encumbrance data of registered documents is provided in the department
website pertaining from1983 onwards.
 The individual can obtain the Encumbrance Certificates through MeeSeva
centers without approaching the Sub Registrar office.

Sale of Stamps
The sale of Non-Judicial stamps across all the Sub Registrar offices of state is done
through the CARD Central Architecture and manual system of selling is dispensed
off.

Market Value Assistance

 The market values of the properties are provided in the departments website
registration.ap.gov.in
 A duty fee calculator is provided for calculation of the stamp duty, registration
fee etc to be paid for registration of document.

Certified Copies
 Computer generated digitally signed registered documents are provided both at
Sub Registrar offices and across the counters at MeeSeva Centres.
 Thumb nail view of documents are provided for public view of registered
documents in department website

Implementation
With the implementation of anywhere registration in the state, documents were
registered under anywhere registration option, where the individual has the option of
getting his document registered at the Sub Registrar office of his choice instead of
going to jurisdiction Sub Registrar office.

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 Computer-aided Administration of Registration Department (CARD)

Implementation Coverage as on today

Anywhere registration is implemented throughout the state of Andhra Pradesh
wherein out of 13 revenue districts, 12 Revenue districts are treated as single unit and
registration can be done at any sub registrar office within these district and with
regard to one Revenue i.e., Srikakulam, the registration can be done anywhere within
that particular district

New Services / Enhancements

Apart from enabling the anywhere registration of documents, the individuals details
at the time of registration is captured from AADHAR data base to avoid
impersonation/false personation.

ENABLER INDICATORS
Option of Any Where Registration
With the implementation of anywhere registration in the state, where the individual
has the option of getting his document registered at the Sub Registrar office of his
choice or to the nearby Sub Registrar office instead of going to jurisdiction Sub
Registrar office.

Pre Slot Booking For Registration of Documents

The individual using this option provided in the department website, can feed the
basic registration details online, make the necessary payments online and book a slot
at specific Sub Registrar Office for registration of document.

Integration of Registration with Aadhar Data

The integration of individuals appearing for registration with their AADHAR details
mandatorily helps in curbing impersonation and false personation.

VALUE INDICATORS
Learnings for sharing
 The implementation of CARD Central Architecture, where in all the Sub
Registrar offices are integrated was made possible as the market values,
prohibited properties are fed in the CARD Central Architecture by the
respective Sub Registrar offices, apart from giving the citizen, the option to
get his document registered at the desired Sub Registrar Office, it also gave
the necessity that the required data relating to the registration process be
updated in CARD Central Architecture by the every SRO.
 The option of anywhere registration along with the time lines for approving it,
is acting as a measure that the services are delivered in a time bound manner.

Digital Empowerment
 Though indexing of registered documents in CARD Centralised Architecture
is done in English, the individual can present the documents for registration in
his desired language.
 With every SRO, being brought under CCA, the inclusiveness of individuals
throughout the state for service delivery was ensured.

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 Digital Empowerment - A cornerstone for eGovernance

Green e-Governance
The Registration and Stamps department of Andhra Pradesh for proper usage of IT
infrastructure is using the option buy back model at the time of replacement of old
hardware so that the old hardware is properly used.

Shri P Venkatrami Reddy, Director and Inspector General of Registration and

Stamps Andhra Pradesh, [email protected]

Shri G Bala Krishna, Assistant Inspector General (CARD), Registration and Stamps
Department Andhra Pradesh, [email protected]

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 e-Challan Payment Gateway
Directorate of Accounts, Government of Goa

Prakash R Pereira and Archana Nagvekar

PROJECT OVERVIEW
Objectives
The Gateway is to provide an online payment mode to the citizens. To function as a
bridge between departments offering online payment and the SBI-MOPS payment
gateway. To have a uniform e-challan format across all departments of the
Government of Goa.

Scope
Functional: Receive all kinds of Government Receipts. Provide an online and offline
payment option.
Geographical: Within the state of Goa.

Benefits to Citizens
 E-Receipt can be submitted to the department as proof of payment.
 Multiple trips to department & banks are avoided.
 The citizen can view history of past payments.
 SMS/Email alerts are sent during transactions.
 The transaction is secured with One Time Password.
 Help Desk is available to address transaction queries.

Benefits to Departments
 The e-Challan PG is a generic portal which can host an online payment service
of any government department (in case they do not have a web presence)
 Site-to-site integration is available between e-challan PG and the departmental
website (in case available).
 Receipts data is shared electronically on T+1 day with the departments.
 MIS is available to the DDO to view receipts to the department.

Benefits to Directorate of Accounts

 No more wrongly classified Head of Account or incomplete details in the e-
Challan.
 Reporting from the banks is by soft copy.
 No more voluminous data entry at Treasuries.
 Accounts are closed on time.

Delivery Channels: Internet

Present Status: Operational since February 2015
Reasons for nomination:
 The e-Challan PG provides G2C, G2G, G2B & G2E services from a single
portal. Online payment option is available. As of now 15 departments are
providing online payment services. 56% of receipts are received through
online mode. All 80+ departments are generating e-challans payable across the
counter.

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 Digital Empowerment - A cornerstone for eGovernance

 This portal is a bridge between the departments/citizens and SBI payment

gateway. The department does not have to go through the process of
integrating with different banks.
 Integration with SBI is for both the online as well as offline mode.
 This is a collaborative effort between various stakeholders like the citizens,
departments, DOA, NIC GOA (who is the solution provider), SBI Payment
Gateway and other banks and it needs to be recognized

RESULTS INDICATOR
Key Performance
Following are the top 6 services are as below –

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Electricity department 81,957 2,57,501 3,11,675
Sales & Entertainment Tax 38,732 1,87,424 1,96,304
department
Public Works Department 64,165 97,805 1,22,531
Excise Department 45,546 60,242 43,925
Notary Services 18,522 25,002 25,679
Road Transport Department 15,460 19,892 23,380

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs Department Mobile Others
Web Counters Gateway including any
SMS Social media
Mobile App
Electricity 64% 36%
department
Sales & 99.8% 0.2%
Entertainment
Tax department
Public Works 37.2% 62.7%
Department
Excise 67.5% 32.5%
Department
Notary Services 100%
Road Transport 12% 88%
Department
All Services 56.4% 43.6%

Description of e-Services
Electricity department: (G2C, G2G)
Description of service: Online Payment of electricity bills (domestic/ commercial
consumers) is available through site to site integration

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 e-Challan Payment Gateway

Benefits:
 Quick and efficient way of paying electricity bill from the comforts of the
home.
 No standing in long queues for the citizen.
 History of past payments is available on portal.

Sales & Entertainment Tax department: (G2B, G2G, G2C)

Description of service: Online Payment of Sales, Entertainment, VAT, Luxury and
other taxes, is available through site to site integration

Benefits:
 Quick and efficient way of paying taxes for business establishments.
 E-Receipt generated from the portal is used as proof of payment.
 Multiple trips to the department and banks are avoided.

Public Works department: (G2C, G2B, G2G)

Description of service: Online Payment of water bill (domestic/ commercial
consumers) is available through site to site integration

Benefits:
 Quick and efficient way of paying water bills for citizens and others.
 E-Receipt generated from the portal is used as proof of payment.
 History of past payments is available on portal.

Excise department: (G2B, G2C, G2G)

Description of service: Online Payment of around 68 subservices like: Bottling fees
for all kinds of liquor, Label Recording and Renewal etc., is available through site to
site integration.

Benefits:
 Quick and efficient way of paying all excise fees for manufacturers/dealers of
liquor.
 E-Receipt generated from the portal is used as proof of payment.
 Multiple trips to the department and banks are avoided.

Notary Services: (G2B, G2C, G2G)

Description of service: The DDO collects mainly Registration (of land parcels) fees
from parties. The e-Challan is generated at the Sub-Registrars office and paid at the
bank counter.

Benefits:
 Misclassification of challans is totally avoided.
 MIS is available to DDO though e-DDO portal.
 Treasury reconciliation takes place on T+1 day (through e-scrolls)

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 Digital Empowerment - A cornerstone for eGovernance

Road Transport department: (G2C, G2B, G2G)

Description of service: Online Payment of around 15 subservices like: Yearly Road
Tax for commercial vehicles, Passenger Tax, Dealer Deposit etc. is available from the
E-Challan PG Portal. Road Tax for new registrations is available through site to site
integration.

Benefits:
 Quick and efficient way of paying all RTO fees for dealers, citizens, owners of
commercial vehicles etc.
 E-Receipt generated from the portal is used as proof of payment.
 Dealer Deposits directly gets updated to their wallet balance.
 After demonetization by Central Government, introduction of above online
payment services by RTO helped to deal with the cash crunch faced by the
public.

Implementation Coverage as on today

Coverage: As on today the coverage of e-Challan PG is geographically the State of
Goa. But since many of the services mentioned in section 4.2 are available for online
payment, the portal coverage extends across the geographic boundaries of Goa. For
example, many home owners residing overseas and having ancestral or other homes
in Goa are able to make payments for water & electricity bills onlinethus, saving
them from a lot of hassles.
Stake-holders: Citizens, Government, Banks, Business Establishments etc.

New Services / Enhancements

All the below are new services introduced for online payment.
Services added during 2016-17:

Electricity Department (1 sub services): High Tension Billing (for commercial

establishments)

Mines Department (16 sub services): Collection of Royalty fees for Major/Minor
Minerals, Application fees, Surface Rent, Deed Rent etc.

RTO Department (7 sub services): Facilitation Fee Payment for Dealers, New
Vehicle Registration (Road Tax, Infrastructure Cess Tax), Other State Vehicle
(Passenger Tax, Road Tax, Other State Goods Vehicle (Road Tax, Cess Payment)

Water Resources Department (10 sub services): Sale of Irrigation water, Ground
water extraction charges etc.

ENABLER INDICATORS
Government Process Re-engineering
Approach for institutionalizing the enablers
 The e-Challan format is standardized and is common for all departments.
 Online payment mode is available to the citizen.
 E-Receipt was approved by the govt. as proof of payment for online payments.

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 e-Challan Payment Gateway

Managing the process

 For e-Challans payable across the counter, the E-Challan gets generated from
the portal. The portal is integrated with SBI’s GBSS system to provide data at
the bank counters on real time.
 The portal is integrated with the SBI-MOPS interface. Integration with the
HDFC gateway is underway.
 E-Receipt is available for printing for all successful online transactions.

Lessons learnt in the process

 Multiple stake holders like citizens, departments, Banks, DOA and NIC are
involved. It’s important to have good coordination and understanding between
all teams.
 Since other stake holders like banks are involved, we need to understand our
limitations and convey the same to the customer accordingly.

Best practices adopted from elsewhere / within

 The logs generated by the portal are continuously monitored, to short circuit
any foreseeable problems. This also ensures smooth functioning of the
system.
 Many scheduled processes run in the background. Hence manual intervention
is minimal.

Challenges faced
Every stake holder has a role to play. Sometimes it’s a challenge to meet deadlines of
the project when another stake holder needs to complete their job.

Sustenance plan for continuity

For uninterrupted online payment service, it is planned to introduce another option of
HDFC Payment Gateway on the portal.

Capacity Building
Approach for institutionalizing the enablers
 Sensitizing DDO’s, citizens and banks to new standard e-Challan and e-
Receipt (online payments) format.
 Building a proficient team to work on the project.
 Building a Helpdesk system.

Managing the process

 Workshops and training sessions were conducted for all DDO’s to sensitize
them to the new e-Challan format. Citizens were informed through online
video about the e-Receipt for online payments.
 Hired manpower was trained and mentored. The team was also replenished
when team members left.
 A dedicated telephone number was procured and made operational for
Helpdesk. Also a website for managing the Helpdesk queries was developed.

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Lessons learnt in the process

 All stake holders needed to be sensitized well in advance about standardized e-
Challan format and e-Receipt. We have had cases where some DDO’s still
used old manual challans and were turned away from the bank counters.
 Necessary government approvals for hiring manpower need to be taken well in
advance.

Best practices adopted from elsewhere / within

 During project implementation phase, continuous workshops were held for the
DDO’s.
 For online payment, a video elaborating the process is available on the portal
for the benefit of the citizens and others.
 A FAQ is also available on the portal.
 A Helpdesk is also established to answer to answer queries related to online
payment

Challenges faced
Retaining manpower.

Sustenance plan for continuity

 To have a pool of manpower, which is continually replenished.
 More interactive videos elaborating the function of the system for the benefit
of the citizen.

Change Management in terms of Leadership Support

Approach for institutionalizing the enablers
 A project management team consisting of officials from DOA, Finance
department and NIC.
 The project is executed by a team of 2 NIC officers and 10 hired programmers.

Managing the process

 The above team meets regularly to review the project.
 When the hired programmers leave the team for better prospects, there is a
charge handover phase.
 When the DOA or Finance dept. leadership changes, handholding is done in
the buffer phase for the next person.

Lessons learnt in the process

When officials are relieved of their duties, handholding needs to be done in the buffer
phase for the person taking over.

Best practices adopted from elsewhere / within

Having regular review meetings with all stake holders like DOA, Banks and NIC.

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Challenges faced
 Manpower leaving the team.
 Bank teams changing mid project.
Sustenance plan for continuity
 To have a pool of manpower. This has to be continually replenished.
 Proper documentation of the processes and project. And continuous dialogue
with stakeholders, like Banks.

Technology including Social Media

Approach for institutionalizing the enablers
 Have a social media presence on Facebook, Twitter, Instagram etc.
 Mobile app.
 Online chat support to address customer grievances.

Managing the process

 A dedicated social media team is required to popularize online payments.
 Responsive web design (CSS and HTML) is used to design the portal.
 Helpdesk is available.

Lessons learnt in the process

 The servers cannot have any down time.
 Mobile app would be helpful in services like collecting entry taxes.
 Every department needs to advertize its online payment options

Best practices adopted from elsewhere / within

 Code reuse.
 Modular approach to coding.
 Web services used for site to site integration.
 Backend scheduled process run continuously without manual intervention.

Challenges faced
Avoiding server downtime.

Sustenance plan for continuity

 Replacing traditional servers with VM’s will ensure minimum downtime.
 Have a social media presence.

Project Planning and Management including Knowledge Transfer

Approach for institutionalizing the enablers
 Complete Documentation.
 Fixing of targets.
 Risk Management
 Security Audit Clearing

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Managing the process

 The complete blueprint of the project was made ready before going ahead with
design and coding. We have followed the Waterfall model.
 Regular team meetings and reviews.
 Fishbone diagram / RCA (Root Cause Analysis)
 Security Audit cleared after an extensive process of black box and white box
testing.

Lessons learnt in the process

 To have a pool of manpower. This has to be continually replenished.
 Sufficient time to be allotted for unit-testing, code review and full function
testing before going live.
 Use Cases to be discussed during project planning.

Best practices adopted from elsewhere / within

 Peer review of all functionalities was done.
 Every process was documented.
 Every time a new service is added, an integration document is prepared for the
third party vendor.

Challenges faced
 Managing manpower.
 Downtime at the SBI-MOPS end.
 Incorrect response from the SBI-MOPS in some instances resulting in
transaction status not getting updated.

Sustenance plan for continuity

Steady manpower.

VALUE INDICATORS
Learnings for sharing
Innovative/ disruptive technologies
 Responsive web design (CSS & HTML) is used in developing the portal so
that it can be viewed on all devices.
 Reusable code components are used.
 Backend scheduled processes run continuously polling the SBI servers to get
the up-to-date status of transactions.
 Physical E-Challans are bar-coded, so that they can be easily read at the bank
counter.

Process Changes
 A common standard e-Challan format was introduced.
 Online payment mode is introduced for government receipts.
The e-Challan PG project was awarded The SKOCH Order of Merit in September
2015

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Digital Empowerment
Citizens are still prone to standing in queues and paying their utility bills. Moreover
the idea of online payment of utility bills (water/electricity) has come to Goa in the
last two years only. People are always wry of online payment mechanism as there is
no cash or a person involved who they have to interact with. To tide over this, a
helpline system is available where customer queries are addressed. A video on how to
go about online payment is also available on the portal.

Green e-Governance
 Use of Virtual Machine Environment reduces server redundancy and has thus
reduced the carbon footprint of the project.
 56% of payments are through online mode. Hence printing of manual challans
is avoided by 56%.
 Customer can upload e-Receipt to the department
 Reconciliation scrolls are received in soft copy by the Treasury.
 All MIS reports on receipt data are available electronically to the departments
through the E-DDO portal.
 Trips to banks and departments are avoided for customers.
 Overall it’s a less-paper system.
 The e-Challan PG portal is hosted in the NIC State Data Centre, thus making
use of available infrastructure.

Shri Prakash R Pereira, Director, Directorate of Accounts, Government of Goa,

[email protected]

Ms Archana Nagvekar, Scientist ‘E’/ Technical Director, National Informatics

Centre Goa, [email protected]

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 e-Nathikaran
Directorate of Registration and Stamp Revenue, Finance (Revenue) Department,
Government of West Bengal

Biswajit Gangopadhyay and Anup Kumar Mandal

PROJECT OVERVIEW
e-Nathikaran project of Directorate of Registration & Stamp Revenue, West Bengal
is a strategic administrative reform initiative of West Bengal State Government
leveraging state-of-the-art modern technology in line of the government’s mandate to
provide all services pertaining to property registration to the members of citizen in
efficient way and plugging off revenue leakages as well through increased
compliance.

The project is built on the methodology of “Reduced discretion - Electronic workflow

- Electronic Service Delivery” adopting a web-enabled delivery mechanism
implemented at https://www.wbregistration.gov.in to ensure the delivery of services
in a timely, transparent, more accessible and reliable manner through 256 registry
offices across the state. The impetus for this initiative has been facilitated by the
Mission Mode Project (MMP) under the National e-Governance Plan (NeGP).
Implementation of e-Nathikaran is based on PPP model. It went live from 22nd
December 2014.

The main objectives of e-Nathikaran are as follows:

 Enhancing information availability and dissemination systems ensuring
transparency and better service delivery
 Achieving simplification, transparency, accountability through Business
Process Re-engineering (BPR) making property registration less time
consuming, hassle free and minimizing discretionary powers of dealing
officials
 Design, development of work-flow based ICT solution with centralized
architecture enabling auto-calculation of stamp duties, additional stamp duties,
registration fees and other miscellaneous fees depending upon the location,
land type, local body applicable, construction type, structure type criteria
based on market value
 Extensive usage of state-of-art technologies like DSC, SMS Gateway, Online
payments, Web camera, Finger print scanners etc.
 Faster processing time for applications for adhering to citizen's right to obtain
public services within a reasonable time frame and to mitigate the issue of man
power shortage in the registration offices
 Safeguarding that adequate stamp duty is collected for the property that is
bought / sold in the state
 Facilitating the common man to search the data base for data pertaining to
ownership of land / property
 Ensuring that undue harassment to the common man and avoidable litigation
may be reduced
 Digitization of legacy data & documents
 Generation of Statistical exception reports

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 Providing timely and accurate information to decision makers to assist them in

taking informed decisions

Under this project, State of the Art Web, Application and Database Servers have been
installed for providing more than 30 online e-Services to the external stakeholders,
who are primarily the members of citizen on the one hand, and on the other, for
providing internal services to the officials of the Directorate of Registration and
Stamp Revenue. The entire software for external and internal processing is developed
and maintained in-house by National Informatics Centre which covers the major
business processes relating to functional areas of property registration, market value
management. The geographical coverage of e-Nathikaran includes all the 23
administrative districts of West Bengal, including the 344 Development Blocks,
3,340 Gram Panchayats and 38,724 villages within such districts.

Key features
 Benchmark valuation configuration of more than (a) 11 crore plots and (b)
20,593 roads to enable automated property valuation
 Maintain all records in compressed and encrypted form in a central repository
 Digitization of last 17 Years Registered Deeds including Legacy Records
 Easy location finder for citizens to locate the Registration Offices across the
state of West Bengal for registration of a document based on parameters like
Police Station, Mouza, Gram Panchayat, Municipality, etc.
 Rich Management Information System (MIS) to provide effective and efficient
planning for better citizen service, revenue administration and accountability
and thereby bringing in total transparency in calculating the market value of
properties, seamless integration of all related system and increases efficiency
in the registration process
 Integration with Scanner, Signature Pad and Biometric Device
 Multi-level of authentication (viz. User ID, Biometrics etc.) and Audit Trail
 Digital Photo, Biometric Fingerprints and electronic Signature capture of
Parties (Executants & Claimants) and Identifier
 DSC based authentication of statutory documents
 Alerts/Notifications through system generated SMS & Email
 Capacity Building for Government Employees, Deed writers and Stamp
vendors
 Central Help Desk & Call Management System
 Adequate offline facilitation centers in the registration offices to provide
assistance to non tech-savvy citizens during the registration process free of
cost.
 Security audit of (a) Application s/w and (b) Vulnerability Assessment and
Penetration Testing (VAPT) by CERT-In empanelled agencies at regular
interval

Some of the key outputs of the project are

 Facility to search the database of land, building and apartment transactions
since January,2001
 Computation of Market value for any property of the state online

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 Computation of stamp duty & Registration fees online for any transaction
 Payment of Stamp Duty, Registration Fees & Mutation fees through online
system
 Deed Registration process completion within 30 minutes and delivery of deed
in same day
 Online issuance facility for digitally signed certified copy of deeds

e-Nathikaran project works on Spoke-Hub model, where e-Nathikaran hosted at WB

State Data Centre is the hub for e-delivery of services to all its stakeholders. 256
registration offices located all over West Bengal act as extended delivery centres to
provide helpdesk and support services to e-Nathikaran stakeholders on request. One
of the main reasons for remarkable success of e-Nathikaran project is its robust
service delivery channel framework. The key features of such delivery channels are:-
 To ensure user convenience, multiple channels of communication are in place
with several closer access points to make comprehensiveness of reach of
faceless services including Online services, Pull/Push SMS, Email, Mobile
Apps and dedicated Helpdesk.
 Utmost care is taken so that the services are provided in a comfortable
environment through streamlined processes and committed, trained &
motivated workforce
 Almost all agency Banks in West Bengal are integrated with e-Nathikaran
through GRIPS portal for hassle-free online deposition of stamp duties/fees
through secured channels for transfer of money.

The project has been a resounding success since last 2 years. Following figures
resembles this fact.
 e-Nathikaran DB size exceeds 25 TB including Metadata & Deed images at
present
 Count of e-Services being rendered through e-Nathikaran has increased from
15,88,993 during 2014-2015 to 1,48,03,594 during 2016-2017
 System generated Alerts/Notifications as SMS counts 20,99,402
 System generated Email notifications to stakeholders counts 1,14, 640 till date
 Revenue receipts from Stamp Duties & Fees has increased from Rs. 4,174.97
crores during 2014-15 to Rs. 5,199.09 crores during 2016-17 mainly due to
successful implementation of e-Nathikaran

e-Nathikaran has been the single most transformational factor in which the West
Bengal Finance (Revenue) Department functions and has greatly increased the
department’s regulatory capabilities through ICT driven process reengineering. While
G2C service centricity remains at the core of the initiative, e-Nathikaran actively
partners in the socio-economic development sector through a robust revenue
generation apparatus and effective tax administration.

The project has reduced the cost of compliance to the citizen in money, as well as,
time terms. The stakeholders not only reap tangible benefits of the accuracy and
efficiency of e-Nathikaran, but also through its sensitive approach to deal with
grievances/ feedbacks. This has also strengthened the revenue administration of the

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directorate in terms of availability of extensive data analytical tools. Besides, it helps

to enhance transparency and efficiency as well as collective and individual
responsibility through continuous generation of various Supervisory and Monitoring
MIS Reports.

e-Nathikaran has ushered in a Citizen Centric Service Delivery initiative of West

Bengal Government which is driven through business analytics and risk profiling.
While service delivery centricity remains at the core of the initiative, e-Nathikaran
actively partners in the socio economic development sector through a robust revenue
generation apparatus and effective tax administration.

The flexible, modular method to software development and project implementation

makes e-Nathikaran project easily replicable across a range of geographies. Because
of its immense success, requests for e-Nathikaran implementation in other states are
coming in recent past. It is already successfully rolled out in Tripura.

e-Nathikaran is designed to meet the vision, mission and objective of the Directorate
of Registration and Stamp Revenue eliminating the shortcomings of the conventional
registration system and to improve citizen services by making them quicker,
friendlier and transparent by re-engineering department’s process. The
website www.wbregistration,gov.in provides more than 30 e-services to the citizen.
Apart from these, there are significant G2G and G2B components in e-Nathikaran.
Some of the services are mentioned below:-

G2C:
 e-Assessment of Market Value, Stamp Duty and Fees
 e-Payment of Stamp duty and Fee
 Locating Registration office for registration of a document
 Registration of Deed
 e-Appointment for Deed registration
 Queue Management System
 Searching of Registered Deed by Name of the Party
 Searching of Registered Deed by Mouza/Plot/Road/Premises
 Inspection of deed

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 Certified copy online and at Office

 Market value of a Land , Apartment, Structure
 Issue Management
 Error Correction module
 Information on notification/circulars relating to stamp duty/registration fees
etc. issued by Government from time to time.
 Contact details of SPIOs functioning under the Directorate of Registration and
Stamp Revenue, West Bengal.
 SMS and email service to citizen provide information on e-Assessment

G2G:
 Data sharing between “Directorate of Registration and Stamp Revenue” and
“Directorate of Land and Land Reforms”
 Data sharing with Income tax department
 Data sharing with Accountant General of West Bengal (AG-WB)
 Assembly queries
 Parliamentary Queries

G2B:
 Quicker disposal of Industrial Land Registration as an important component
of Ease of Doing Business
 Bank Drafts received for stamp duty and registration fees are sent to the Bank.
 Monthly payment is made to private partner (WTL/IL &FS/CMS) as per
agreement of implementation of e-Nathikaran.
e-Nathikaran is also integrated with following ICT systems through Web Services:-
 West Bengal Government Receipt Portal Systems (GRIPS) to enable
collection of Stamp Duties & Fees in integrated manner and reconciliation
thereafter
 e-District, for issuance of certified copy of deeds online 24x7
 e-Bhuchitra (WB Land Records Portal) to get details of owner and property
and also to initiate process of mutation of by sending registered deed details
 NIC SMS Gateway
 NIC Email gateway
 Income tax portal for data sharing
 e-Taal, for dissemination of e-Transactions statistics
West Bengal State Government dignitaries often refer to this project of automating
the registration process as a very good example for Best Practices in e-Governance in
West Bengal.

RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-

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a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Market Value of Property 5,50,687 29,85,217 39,34,717
Stamp Duty and Registration Fee
25,989 1,00,617 1,28,789
Calculator
Requisition Form for Non-
741 1,655 1,283
Registration
Requisition Form for Registration 7,80,357 13,12,804 32,72,999
Display Owner details of a property 14,954 43,982 4,93,484
e-Payment of Stamp Duty and Fees 17,318 7,325 2,94,646
Presentation of Deed 47,719 1340,507 14,15,369
Registration of Deed 44,932 13,49,465 14,07,738
Certified copy of deed through e-
355 6,567
District
Certified copy of deed from
597 2,73,482 3,85,529
Registration Offices
Searching of Registered deed by
2,13,901 10,18,991 37,76,526
Name & Property
Initiation of e-Mutation process 32,252 13,53,314 14,14,815
e-payment of Mutation Fees 6,155 47,669 4,13,398

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs Department Mobile Others
Web Counters Gateway including any
SMS Social media
Mobile App
Market Value
100% - - - -
of Property
Stamp Duty
and
100% - - - -
Registration
Fee Calculator
Requisition
Form for Non- 100% - - - -
Registration
Requisition
Form for 90% - 10% - -
Registration
Display Owner
details of a 90% - 10% - -
property
e-Payment of
Stamp Duty 100% - - - -
and Fees

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Presentation of
N.A. - 100% - -
Deed
Registration of
N.A. - 100% - -
Deed
Certified copy
of deed
90% 10% - - -
through
e-District
Certified copy
of deed from
N.A. - 100% - -
Registration
Offices
Searching of
Registered
90% - 10% - -
deed by Name
& Property
Initiation of
e-Mutation 100% - - - -
process

e-payment of
100% - - - -
Mutation Fees

Description of e-Services
Directorate of Registration and Stamp Revenue is vested with the administration of
Indian Stamp Act, 1899 and Registration Act, 1908 along with the relevant provisions
of other allied Acts, such as U.L.C. Act, I.T. Act, T.P. Act etc. his This Directorate is
also a major revenue-earning Directorate of the State.

Major function of this directorate is the registration of deed for more than 150 types
of deed such as Sale, Gift, Partition, Exchange, Mortgage, Will etc. It also maintains
the market value property of the state. It provides certified copy of the registered deed
and facility of searching of registered deed details.

e-Nathikaran project was born out of the irritants that caused undue inconvenience
and harassment to citizens while leading to revenue loss for the state and a tarnished
reputation for the registration department. The main reasons for such initiation were
(a) Undue harassment and inconvenience to the citizens (b) Difficulty in tracing and
utilizing data available with the department (c) Revenue Loss to the state because of
unscrupulous elements who made use of the complex formula for the computation of
stamp duty to undervalue the sale of land causing evasion of government money
(d) Corruption leading to tarnished reputation.

Keeping in view of above, the objective of e-Nathikaran project is set to provide

improved service to the citizen and to put in place a registration system having proper

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monitoring and administration mechanism in built. The extent to which steps in each
service have been ICT-enabled are:-
 Scanning of all documents & copy of the registration deed operational.
 Digitally signing of scan image of deed
 Biometric input capture of witness, executants etc.
 System strictly follows FIFO (First In First Out) -Token number provided to
citizen & processing of documents carried out sequentially
 Processes have been enabled for: (a) Checklist for all types of Registration
(b) Standardization of procedure in all offices (c) Digital signing by Sub-
Registrar (d) Taking Photographs using webcam through e-Nathikaran
software (e) Capturing Finger print using biometric device (f) Taking
Signature using LCD signature capture device (g) Storing Registered deed in
digital form (h) Standardized MIS Reports (i) User activity log management
(j) Computerized calculation of stamp duty, fees (k) e-Appointment for
registration of deed etc.

e-Nathikaran has two components - one is available for citizen 24X7 hosted at NIC-
SDC (www.wbregistration.gov.in) another for daya to day work of registration
offices available in internet of registration offices (http://enathikaran.gov.in).
Brief descriptions of the services are as given below:-

Market Value of Property

Citizen/ Government Organisations can determine the market value of Land,
Apartment and Structure 24x7 over the net and also from registration offices. Citzen
can determine the market value of property before selling/buying a property.

Stamp Duty and Registration Fee Calculator

One Market value of the property is known citizen can determine the Stamp duty and
Registration Fees required for registration of deed.

Requisition Form for Non-Registration

Different agencies pay stamp duty for the purpose other than registration of deed.
This is being done by filling a form over the net and paying stamp duty using GRIPS.

Requisition Form for Registration

Citizen fills up the web-based requisition form using internet. System generates e-
assessment slip containing registration fee and Stamp duty required for registration.
Citizen will fill up the executants and claimant details. This can also been done by
filling a printed form at registration office.

Display Owner details of a property

At the time of Requisition form entry owner details, land use, area of the property is
fetched from e-Bhuchitra and printed in assessment slip. This guides the buyer about
the recorded owner, classification of land, area of the plot.

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e-Payment of Stamp Duty and Fees

If stamp duty of property is more than ten thousand or registration fees is more than
five thousand then e-payment is made compulsory. E-payment can be done after
filling the requisition form.

Presentation of Deed
A deed can be presented at Office or Private Residence. Prior to presentation citizen
can get at appointment online. Citizen can also visit the office directly and use the
queue management facility integrated with e-Nathikaran.

Registration of Deed
Once deed is presented photo, finger print and electronic of the Excutants and
identifier are taken. Permanent number of the deed is generated. Deed is scanned,
digitally signed and delivered to the party. SMS is sent as soon as deed is completed
for collection of deed.

Certified copy of deed through e-

District
Certified copy of the deed is
available online using e-District
portal. e-Nathikaran is integrated
with e-district to provide this
facility.

Certified copy of deed from

Registration Offices
Certified copy of the deed is provided within 30 minutes of application at registration
offices.

Searching of Registered deed by

Name & Property
Prior to registration citizen can
search the registered deed details
online 24X7 by name and
property details to know the
current owner of the property .
This facilitates citizen to know the
associated deed number. Once deed number is available citizen can get certified copy
online to get details about the previous registration.

Initiation of e-Mutation of Land On completion of registration Transacted property,

Name of the transferor and Transferee are transferred online, so that mutation process
can be started at the Land records offices automatically.
As an outcome, it is possible to achieve the following benefits:
 Online on real time basis searching of Registered Deed details in the public
domain;

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 Registration of deed in single visit to registration office (visit required only for
admission of execution);
 e-Assessment of Stamp Duty & fees payable and its e-payment from anywhere
any time.
 Deed details entry by Registrant Public from public domain 24x7
 Providing e-assessment information through SMS and e-mail;
 Ownership status, land use and area of the land plot under transaction is made
available from land record database on real time basis and is provided in the e-
assessment slip.
 Introduction of time-slot booking for Registration over the net
 Introduction of queue management system
 Market value of properties across the State in 24x7 basis
 Online availability of digitally signed certified copy of registered deeds
 Automatic transfer of Registered Deed details to Land Server of the Land
Records Department on completion of Registration and its initiation of
mutation process by forming mutation cases.
Following datasheet resembles the success of e-Nathikaran:

e-Nathikaran Success Indicator Pre e-Nathikaran era Now

Registration process cycle time
Indianite period may be Within 1 hour from
including delivery of original
more than a Year presentation
documents
Issue of Certified Copy and other Immediately (10
1 – 4 Weeks
Certificates minutes)
Searching of registered deeds 4-5 days Instantaneously
Highly delayed and
Report Generation Instantaneously
individual dependent
Generation/ Maintenance of Highly delayed and
Instantaneously
Registers/Indexes individual dependent
Assessment of Market Value One day Instantaneously
Assessment of Stamp Duty/ Fees
On day Instantaneously
etc.
Delivery of Registered deed
Periodic Instantaneously
details for mutation
e-Payment of Stamp duty and
Not available Instantaneously
Registration Fees
Digital signing of deed Not available Available
Centralized MIS Not available Available
Dash board Not available Available
Market value updation Decentralized Centralized
Higher authority approval Paper based online
DIG inspection Paper based online

Successful implementation of e-Nathikaran has resulted in following benefits:

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Lesser visits to the office due to faster and transparent process (G2C): Provision
of giving back the original deed in 30 minutes has eliminated the need for villagers
to travel back to th e offices for collecting documents thereby saving time and
money for them and reducing the rush at the property registration offices. Further,
tokens are displayed when the turn of the customer comes; this means that people
do not need to chase the officials for getting their work done.

Reduction in corruption (G2G & G2C): Valuation data for all districts in West
Bengal has been digitized and is available for anyone to compute the appropriate
stamp duty. This comes as a major relief to citizens who had to previously do with
rate charts which are merely formulas, not very easy to understand by common
people. These non-comprehensible formulas resulted in a lot of discretion to sub-
registry office and that has been the main cause of corruption in these offices.
While unscrupulous exploit this non-transparent situation, the common man suffers.

Plugging revenue leakage (G2G): Undervaluation of property leads to lesser stamp

duty for unscrupulous elements resulting in loss of an important revenue source to
the government. With the digitization of the valuation data this issue has been
addressed.
Easier Information retrieval and search (G2E): Digitization of index registers of
the entire state from 1970 onwards means that anyone can search for ownership of
land / transactions. This prevents non-owners from selling land and duping people.
Litigations on account of such fraudulent transactions have been reduced due to this
system.

Informed decision making (G2G): Timely availability of accurate data and

information is facilitating government officials to take informed decision by studying
the trends and taking appropriate decisions.

The Value delivered to the beneficiary of e-Nathikaran project may be summarised as

follows:

To Registration Directorate
 Safe and centralized preservation of digitally signed copy of registered deeds
and documents.
 The registration system followed ensures digitally scanned image of the
Registered Deed to be uploaded in the central repository
 Online workflow based approval of higher authorities (paperless approval) to
facilitate citizen service
 Agile implementation of Government decisions including those that are
concerned with citizen service;
 Centralised queue management , market value analysis

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 Real time monitoring revenue and performance of each registering authorities

across the state

To Citizen
 Online on real time basis
searching of Registered Deed
details in the public domain;
 Registration of deed in single
visit to registration office (visit
required only for admission of
execution);
 e-Assessment of Stamp Duty &
fees payable and its e-payment
from anywhere any time.
 Deed details entry by Registrant
Public from public domain 24x7
 Providing e-assessment
information through SMS and e-
mail;
 Ownership status, land use and
area of the land plot under
transaction is made available
from land record database on real
time basis and is provided in the
e-assessment slip.
 Introduction of time-slot booking
for Registration over the net
 Introduction of queue management system
 Market value of properties across the State in 24x7 basis
 Online availability of digitally signed certified copy of registered deeds
 Automatic transfer of Registered Deed details to Land Server of the Land
Records Department on completion of Registration and its initiation of
mutation process by forming mutation cases

To Other Stakeholders
 Income Tax Department: Single point source of information collection for
analysis Directorate of Land Records & Surveys: Immediate e-transfer of
deed details to Directorate of Land Records server to form mutation cases
 AG, West Bengal: Centralized delivery to AG for auditing

Implementation
Implementation Coverage as on today
Geographic coverage: Property of all the 24 administrative districts, including the
344 Development Blocks within such districts, in the State of West Bengal can be
registered using e-Nathikaran project. But as the property of W.B can be purchased
by any citizen of India even NRI, scope is not limited to West Bengal or even India.

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Anybody can search registered deed details, generate assessment slip, e-pay stamp
duty and fee 24x7 online.

Demographic coverage: 100% of population is covered under the purview of 256

registration offices through e-Nathikaran

New Services / Enhancements

During 2016-2017, following 3 new modules are launched in e-Nathikaran:

Queue Management System: To manage the queues in registration offices. Queue

management system is introduced in registration offices. Citizen comes to registration
office and generates token using a touch screen computer by providing the query
number. Two Led Screens are attached in the registration office which displays the
token number and counter number where citizen has to report for different actives. It
helps both citizen in registration process and registering officer for managing the
queues in the office.

Asset Management System: All technical assets such as computer, scanner, camera,
thumb impression device are given a special code. In case of any fault in of system
Registering officer can log a complain using this module. Email is sent automatically
by the system to private partners to resolve the issue. After completion of rectification
registering officer enters the uptime in to the system. System automatically calculates
the penalty if problem is not resolved within the stipulated time. Penalty amount is
deducted after final approval of Inspector General of Registration from the payment
of private partner.

e-Appointment for registration: Prior to registration citizen can make an appointment

for registration online using the website. It helps citizen to avoid queues in
registration office.

ENABLER INDICATORS
Process Re-engineering
The business process re-engineering (BPR) in e-Nathikaran has revolutionized
working by making it more effective and error free. Such has been impact of the BPR
that it has virtually eliminated the hurdles faced previously by the Property
Registering Citizens as well as the Dealing Officials of Registration Directorate as
they now have a clarity of procedures and the work flow along with the requisite
references needed available at a click under the purview of e-Nathikaran project. As
an ICT process improvement, government officials working in Registration
Directorate across 256 registration offices in West Bengal have been given the
facility of access to e-Nathikaran. This has enforced a uniform working procedure.

Role of leadership by way of policy support/ direction

The success of e-Nathikaran is triggered by the transformative Leadership exhibiting
the realities of purposeful, progressive and visionary governance is a critical driver to
implement changes. The project is being implemented under the able guidance of Sri.
H.K Dwivedi, IAS, Principal Secretary – Finance Department, Government of West
Bengal and spearheaded by Sri Biswajit Gangopadhyay, IAS, IGR and CSR, WB &
Ex-Officio Secretary– Finance Department, Government of West Bengal. Leadership

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was critical to enhance motivation, morale and performance of reluctant stakeholders

and induce them to accept the changes. It was ensured that leadership exhibited
purposeful, progressive and visionary governance and moved on to become a critical
driver for implementing changes. Without such extensive active support from the
leadership, it would have been impossible to make e-Nathikaran a success.

Stake holder’s inclusiveness and participation

Since initiation of e-Nathikaran project, much care was given for communications
from stakeholders to implement GPRs. It has helped in overcoming challenges of
implementing and sustaining the re-engineered processes. Major emphasis is made
for system acceptance at every level irrespective of the hierarchy to ensure absolute
success of e-Nathikaran. Stakeholder aims were measured and assumptions, risks,
dependencies and benefits were measured. Through effective communication and
stakeholder discussions, training and workshop modules were developed. Counter-
resistances from Stamp Vendors & Dealing Officials were aligned towards
achievement of broader goals through a consultative engagement process.
Implementation of e-Nathikaran was monitored on periodic basis and status update
taken at regular intervals. Feedback on project implementation was actively
encouraged and necessary realignment for mid-course corrections done to improve
efficiencies.

VALUE INDICATORS
Learnings for sharing
 In order to have sustainable e-Governance initiatives, the challenge before
Registration Directorate was in bringing a paradigm shift in providing services
to the members of Citizens. This necessitated attitudinal change, technological
skill enhancement, adaptability to respond to stakeholder requirements in ever
demanding scenario and commitment to provide superlative services.
 The major challenges in change management before deployment of e-
Nathikaran were (a) Processes were not streamlined – different processes in
different offices (b) IT awareness (c) Risk of IT system replacing manpower
(d) Fear of using system and working on system (e) e-Services awareness (f)
Risk of information loss (g) Process simplification and re-Engineering –
communication.
 Imparting training and capacity building was a major challenge for e-
Nathikaran owing to several issues. Staff members & Stamp Vendors were
used to the manual way of working. Resistance to accept processes after GPR
came from the employees who were nearing their superannuation. Skill sets
required to handle IT systems were limited. Trained officials and also officials
holding various authorities in the computerized business process workflow are
often transferred or retire. Stamp Vendors were scared of losing their income
source. This in turn necessitated repetitive sensitization programs leading to
delay in implementation.

e-Nathikaran is driven to achieve operational efficiency and effectiveness in service

delivery. To ensure its sustainability, following measures have been taken:

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Setting up of a separate IT Cell under a senior officer (a) to find out periodically
whether e-Nathikaran is delivering the services in right manner (b) to re-examine the
service delivery mechanisms in the realm of increasing demand of new e-Services,
switching over to new technologies etc.
 Periodic Third-party assessment of e-Nathikaran and compliance of their
recommendations
 Assessment by PWC for benchmarking e-Nathikaran and evaluating project
status & road map
 Assessment by Microsoft India in 2016 & 2017 for benchmarking e-
Nathikaran and evaluating project status & road map
 Assessment by Cyber Security Division (CSD) of NIC (Hqrs.) and Cert–in
certified agency (STQC) to ensure application level security

The Lessons learnt during e-Nathikaran life cycle journey are:

 Motivation plays an important role in bringing about change in mind-sets and
accepting change.
 Peer learning is important and goes a long way in bringing about change.
 Selecting the right team leaders is essential for driving change.
 Appraising the benefits to all stakeholders, especially the end users, is
important before process re-engineering.
 Initiative and perseverance of the top management is necessary to bring about
major process changes.
 Training has to be a continuous exercise with hands-on workshops.
 Technology enables SMART (Simple, Moral, Accountable, Responsive &
Transparent) goal setting for the officers and employees to facilitate and
support better planning and decision making. It is an enabler and motivator for
improved output paving towards quality G2C services.

Digital Empowerment
Introduction of e-Nathikaran has resulted in the following positive externalities in the
area of digital empowerment:
 In e-Nathikaran project, no such hindrances have been faced yet. Cultural,
language and demographic differences do not apply here as Registration
release and other related operations are basically G2C operations and is
conducted mostly in English.
 On one hand, the government functionaries carry out most of their
Registration functions in English, while on the other hand, the beneficiaries
too, get SMS in English from the system. Besides utility Mobile Apps too
serve the stakeholders in English language.
 The financial inclusion vision of e-Nathikaran to deliver e-Services pertaining
to registration processes at no-cost to all including the sections of
disadvantaged and low-income segments of society and its integration with the
Government Payment Gateway (GRIPS) payment of duties & fees
electronically have been able to provide intensified impetus for further
momentum and progress for this e-Governance initiative.

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 The application is hosted on the World Wide Web which makes access
universal. Practically anyone with basic computer hardware and an internet
connection can access the services.
 Efforts have been made to make the interface user friendly with online user
manuals available for each process re-engineered.
 All officials have been provided username/password on their mobile/email to
enable them to work with e-Nathikaran. However, the authorization to certain
modules has been restricted to officials of certain levels. Nonetheless, this has
ushered in digital inclusion process and all employees have been co-opted as
part of this grand transition to a modern digital environment.
 Trainings and workshops have been organized to bring all employees on the
same page regarding usage of the new application. Thus deficiencies in term
of skill sets on the use of ICT are being ironed out. This will pave the way for
a fully modern workforce that is geared to meet newer challenges of
governance involving greater use of ICT in the coming days.
 A conducive environment has been created through planning as well as written
directives to make usage of e-Nathikaran mandatory across all concerned
departments.

Green e-Governance
 Obviated the need for taking print outs by ensuring easy retrieval of data at
any time through electronic information management system
 Provisioning of report preparation online and thereby substantial elimination
of printing of those documents every year for distribution among stakeholders
has led to huge savings printing costs.
 Complete elimination of inward & outward registers through online system
has led to huge savings of paper, cartridges and printers.
 Huge saving in fuel due to curtailment of requirement of multiple visits by
Departmental Officials to Registration offices.
 Information sharing and communication amongst offices at all levels using
strong MIS built into the project has reduced the need for manual delivery of
information which in turn as further rationalized vehicle use and reduced
carbon footprint.

Shri Biswajit Gangopadhyay, E.O. Secretary to the Government of West Bengal,

Finance Department and Inspector General of Registration & Commissioner of
Stamp Revenue, West Bengal, [email protected]

Shri Anup Kumar Mandal, Nodal Officer, Directorate of Registration and Stamp
Revenue, Finance (Revenue) Department, West Bengal,
[email protected]

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 National e-Challan Traffic Enforcement System
Ministry of Road Transport & Highways, Govt. of India &
National Informatics Centre, New Delhi

Priyank Bharati and Joydeep Shome

PROJECT OVERVIEW
Objectives
A comprehensive App/Web based solution for State Transport Enforcement Officers
and State Traffic Policemen to facilitate a comprehensive, unified traffic enforcement
system across states.

Scope (Functional)
This app-cum web application is integrated with All India Vehicle and Driver
Databases and provides a host of user-friendly features while covering all major
functionalities of Traffic/Transport Enforcement System. This is an end to end
automated system with digital interface for all stakeholders (Ministry, State, and
RTO/District/Police Officials/Citizen) in the context of traffic enforcement eco-
system.

Intended benefits
 Easy and efficient challaning option for Transport Enforcement Officers and
Traffic Police officers
 Completely customizable as per state/ department requirements
 Central Monitoring of Road Safety Policy implementation.
 State HQ/ District HQ Monitoring on officials accountability on Road Safety
and Revenue Transparency.
 No duplicate or fake challans (Comprehensive monitoring, audit option for
each individual challan or concerned official by department remotely)
 Online payment of challans by citizen “anytime and anywhere”
 Court disposal will reflect directly to citizen / Department page. It will save
lots of efforts and time of citizen and department officials.
 Any transaction on concerned vehicle/license will get blocked at RTO in case
of pending challan
 Subsequent penalty to accused owner at all the state where challan is
implemented. This will stop revenue loss of State.

Delivery Channels
 Mobile app and web application

Present Status
 Operational in 76 districts in the state of UP and Jalandhar Traffic Police,
Punjab
 In advanced stage of testing and customization in Uttrakhand, Jammu &
Kashmir, Delhi, Haryana, Karnataka, Odhisa, Tamilnadu, Gujarat, Goa,
Chandigarh etc.

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key reasons for nomination

 Efficient use of technology in providing a easy, efficient and comprehensive
traffic enforcement system – which will ensure nation-wide data sharing and
lead to better traffic discipline and road safety.
 The system aims to provide a perfect solution for the current challenges which
the transport departments is facing with respect to issuance of traffic challans,
managing records/ back-end operations, tracking offence history, payments,
reports etc. by leveraging latest technologies which are easy to use, adapt and
implement at the ground level.
 Connecting all the stakeholders through a common system which is ensuring
data integrity, reliability and transparency. End to end automation of the
process will minimize the corruption and bad practices while ensuring
efficiency at each level of users. 100% digitization and documentation of
records will help in improving the visibility on offenders, types of offences
frequently committed, payments received on time etc.
 Minimizing time and efforts of citizen in making payments or follow-up
actions which they face after getting challan on Road
 Minimizing Revenue loss and enhance transparency
 Providing real time Road Safety implementation report to the Ministry/ State
Governments for data driven policy making.

RESULTS INDICATOR
Key Performance
There are four very important types of services are given below in the table:

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
No of challan Issued. - - 11,63,73
No of RC/DL Access - - 2,00, 56,43
No of Challan Disposal - - 74,161
No of Vehicle Released/Impounded - - 29,300

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs Department Mobile Others
Web Counters Gateway including
any Social
media
40% - - 60% -

Description of e-Services
Challan issued (through both online and offline modes) through mobile app and web
platform with a benefit to the department “Any time anywhere challan issuing
facility.

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RC/DL Access: Department User verify authenticity of any driver and vehicle with
all vehicle details (Pollution, Insurance, Tax, Fitness, Stolen records etc.)

Online Challan Disposal which resume vehicle transaction services at RTO.

Implementation
New features / services that got added during last one year
Under Mobile App
 The system provides for automatic location logging (place name, Lat-Long)
through GPS.
 There is an in-built function to click and store photos of vehicle, documents,
number-plate.
 The app fetches vehicle/driver details from Vahan-Sarathi database by
entering DL and/RC
 System automatically calculates challan amount based on the type of offence
selected by the enforcement officer against the defaulter and the challan
history of the defaulter
 System provides synchronization of offline mode of challan issuance with
online system
 System enables onsite payment of challan through credit cards or cash
 Automatic alerts and notifications sent to relevant stakeholders at predefined
stages of challan process
 Challan receipt printed through a handy and portable thermal printer
 The receipt has the QR code which the defaulter can scan through his/her
mobile to navigate to challan website for online payment of challan amount
later
 The Enforcement Officer is able to search for any challan anytime anywhere
 The system allows for evidence to be collected through uploading the
photo/video of the receipt and situation
 The system provides the work scheduling tool for Enforcement Officers which
allows the admin to allocate work schedules through web while EOs can check
theirs online on app
 Enforcement Officers can get details of sections under ACT through mobile
app
 Enforcement Officer can give feedback to the NIC support staff on the
performance of the application through mobile app
 Currently the system is bilingual i.e it supports English and Hindi

Under Web
 The application provides a comprehensive array of dashboards, reports, GIS-
based analytical tools etc, which help in planning and monitoring. Heat-map
based display of distribution pattern of challans across the city identifies areas
with higher challan numbers with appropriate color-code. Moreover, the
availability of numerous graphs depict various operational indicators like
challans issues, revenue earned etc. based on state, zone, district etc.

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 Various privileges of the application such as Analytics, Job allotment, My

Assignment, Vehicle / document Disposal etc. would be managed by the role
management feature of the application

Implementation Coverage as on today

Operational in (a) 76 districts in the state of UP and (b) Jalandhar Traffic Police
Commissionerate, Punjab
New Services / Enhancements
 The system plans to upgrade to support multilingual feature to support state
languages
 The concept of dynamic QR code may be implemented, scanning which will
take the user directly to his/her own customized profile on website
 Options to search for nearby RTO offices and officers on duty
 Chat room and training module for Enforcement Officers
 Theft control through automatic location tracing via GPS
 Voice communication tools for Enforcement Officers to communicate urgent
messages
 360* feedback from various stakeholders involved in issuing and receipt of
echallan
 Chrome app for quick and easy access of website
 E-Challan wallet for quick and easy payment of challans and also generates
surplus money for the transport department

ENABLER INDICATORS
Government Process Reengineering
eChallan system envisages a complete shift of traffic enforcement operations from a
primarily manual process to a technology-intensive process – which is much more
efficient, comprehensive, transparent and at the same time very user-friendly. The
process of challan issuance and disposal, management and monitoring of concerned
staff and their performance, payment collection system and so on – all are set to be
provided on a technological platform. Monitoring, Reporting, Back-end processing
and integration with concerned stake-holders are all going to be much more
comprehensive and feature-rich.

Capacity Building
Comprehensive training and hand-holding to all operational staffs of the concerned
department (Transport Enforcement/ Traffic Police) provided before and after
implementation. Starting with demonstration of app/application to top-level officials,
to detailed training schedule to operational staff, field level run with actual device and
then finally to real challaning operations – at all stages, complete support is provided
by NIC support team.

State-wise, department-wise customization

eChallan is a generic app/ application which can be used by all states (both Transport
Enforcement and Traffic Police) as deployed on a common platform. However, all
necessary configurations, customizations and additional enhancements are taken care
of and integrated into the system as per the requirements of the state/ department, in
order to meet specific acts/ rules/ processes/ formats/ protocols etc.

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VALUE INDICATORS
Learnings for sharing
eChallan system has evolved through a process of learning, changes and
enhancements. In the process of implementation in different states, various new
requirements, situations, issues etc. have provided a rich learning experience and
opportunities – which have made the product more robust and richer in terms of
features, functionalities and security. A host of sophisticated tools and technologies
and also management and support processes have been incorporated to make the
project a success.

Digital Empowerment
Payment of Challans is facilitated through various options like Online Payment, PoS
based payment – both on-spot and through portal.
Although this is primarily a departmental app/ application (from Transport and
Traffic Police), however, concerned citizen is also automatically made a stakeholder
so that he/she can make challan payments through digital mode or follow-up/
grievance options etc. by logging into the portal.
The system has provided bi-lingual support (Hindi and English) as of now. But
shortly, state-specific language customization option is being provided as per the
requirements received from users.

Ms Priyank Bharati, IAS Director (MVL), Ministry of Road Transport & Highways
(MoRTH) [email protected]

Shri Joydeep Shome, Sr. Technical Director& HoD, National Informatics Centre
New Delhi, [email protected]

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e-Transport MMP Implementation in Haryana: Computerization
of all the Regulatory processes of Registration and Licensing
Authorities
Transport Department, Government of Haryana

Vikas Gupta and Deepak Bansal

PROJECT OVERVIEW
Transport Department Haryana has always been in forefront for providing hassle free
services to the citizen through adoption of best practices and introducing IT enabled
services for all the processes starting from acceptance of application to the services
delivery to the citizen related to Vehicle Registration and Driving Licenses related
processes.

Haryana is among few of the first states who lead to migrate to Vahan ver 4 and
Sarathi on web developed under the Mission Mode Project of Ministry of Road
Transport and Highways and became first state to implement both Vahan and Sarathi
in all the 94 Registration and Licensing Authorities of Haryana catering all Haryana.
The primary thrust of the endeavor is to facilitate citizen to apply for any service
online and reducing the dependency on RTO staff and need to visit multiple times to
RTO office. the objective to bring in transparency and improve the efficiency of the
RTO offices of Haryana to offer a cashless, less paper, and trouble less e-services to
the citizen.

Automation of regulatory process of Registration and licensing Authorities of

Haryana achieved broadly covering all the tasks related to:
 Registration of Vehicles
 Permits to Transport (Goods/Passenger) vehicles,
 Collection of Tax
 Fitness of Transport vehicles.
 Driving Licenses
 Conductor Licenses

Standard Operating Procedures were enforced in all the Licensing Authorities and
regularly reviewed and monitored by Hon'ble Chief Minster Haryana through the
team of Chief Minister’s Good Governance Associates.

Administrative Reforms were done to empower registered automobile dealers of

Haryana to function as Motor Vehicle Inspector for passing of new fully body built
private vehicles sold by them and submit new registration application and fee/tax
online. This not only relieves the citizen but also reduce the work load and footfall in
the RTO offices.

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The system is built on the backbone of a robust data network with adequate
bandwidth and built-in redundancy to facilitate highest acceptable standard of speed,
information security and fault tolerance. The data and application for the whole
country is hosted at national data center backed up by a Disaster Recovery Center
having the latest hardware, software and control infrastructure to achieve optimum
operational performance, safety and security.

RESULTS INDICATOR
Key Performance
Following are the services are as below:

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2015-16 2016-17
New Vehicles Registration 7,13,287 7,30,712
Duplicate RC 29,334 29,314
Change of Address 1,771 2,871
Transfer of ownership 1,73,286 1,69,307
Hypothecation Addition 2,79,984 2,97,383
Hypothecation Termination 96,896 93,147
Issue of NOC 0 19
Conversion of vehicle 0 1
Alteration of Vehicle 8,672 12,393
Learning License 27,084 5,79,232
Driving License (New, Renewal, 17,614 5,38,948
Duplicate, Endorsement)
New Vehicles Registration 7,13,287 7,30,712

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line Web Department
Counters
Learner license 41.59% 58.41%
Driving license 37.44% 62.56%
New registration 0% 100%
Duplicate RC 0% 100%
Change of address 0% 100%
Transfer of ownership 0% 100%
Hypothecation addition 0% 100%
Hypothecation termination 0% 100%
Issue of NOC 0% 100%
Conversion of vehicle 0% 100%
Alteration of vehicle 0% 100%

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 e-Transport MMP

Description of e-Services

Sl. No. Service Name Sl. No. Service Name

1. Issue Registration Certificate 14. Duplicate Registration
to New Vehicle Certificate
2. Registration of vehicle 15. Duplicate Fitness Certificate
3. Issue Fitness Certificate to 16.
Transport Vehicles Change of Address in RC
4. Hypothecation (addition/ 17. Block Listing of Vehicle
Cancellation / continuation) Numbers
5. Re-Registration (Renewal) of 18. Backlog Data entry and
Vehicle Approval
6. Extending vehicles fitness 19.
validity period. Tax Clearance
7. Transfer Of Ownership 20. Road Tax Collection
8. Conversion Of Vehicle 21.
(Private to taxi etc.) Update Insurance Details
9. Alteration Of Vehicle (Engine 22. Retention of Choice Number
change, gas kit fitting etc.) on New Vehicle
10. Registration of vehicle 23. Re-Assignment of Reg no. on
migrating form other state. already registered vehicle
11. 24. High Security Registration
Cancellation of RC/Fitness Plates (HSRP) Interface
12. 25. Smart Card RC
Issuing / Cancelling of NOC Personalization interface
13. 26. Record Audit recovery /
Surrender/Release of RC Balance fee option.
Online Check Post
27. Tax payment 29. Print Payment receipt
28. Check transaction status 30. Check receipt details
Choice/Fancy Reg. Number Module
31. View running registration 34.
series of authorities Check transaction status
32. Check availability of 35.
registration no. Print Payment receipt
33. Booking / payment of fancy
registration no.
Permit Module
36. Backlog of Permit 41. Transfer of permit
37. Duplicate permit 42. Surrender of permit
38. Permit Endorsement 43. Cancellation of permit
39. Renewal of permit 44. Replacement of permit
40. Temporary permit 45. Counter Signatures permit
Dealer Point Registration Module
46. New vehicle Registration 48. Passing of Private vehicle
47. Online Fee and Tax collection

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Sl. No. Service Name Sl. No. Service Name

1. New Learner's Licence 3. Application Status
2. New Driving Licence
Services on Learner's Licence
1. Issue of Duplicate Learner
License
Services On Driving Licence
1. Issue of Duplicate Driving 6. DL Name Change
License
2. Renewal of Driving Licnese 7. DL Photo Change
3. Addition of another class of 8. Issue of DL Extract
motor vehicle to the existing
driving license
4. Hill Endoresement DL 9. Issue of CC/NOC
5. Endorsement of Hazardous
Material in DL
Appointments (Slot Booking)
1. Learners Licence Test
Fee Payment
1. Fee/Payment 4. Retest Fee
2. Application Fee 5. Verify Pay Status
3. Additional Fee 6. Print Receipt
Modify Applications
1. Add Class of Vehicles 3. Application Edit (LL Only)
2. Service Withdrawn by 4. LL Edit Entry
Applicant
Enquiry on Slot Availability
1. Learners Licence Test
Cancel Appointments
1. Learners Licence Test
LLTEST (STALL)
1. Mock Test for LL

Benefits of the solution implemented

 Conformity to a common standard achieved.
 No need to maintain servers and databases at the RTO levels and thus relieve
RTO staffs from an unfamiliar and potentially risky job.
 Free form concerns regarding security, availability and integrity of critical
databases at the RTOs.
 Re-engineering of back-end processes at the RTOs enhance citizen experience
with the transport services.
 Services on multiple devices like proposed mobile apps address the growing
needs of various stakeholders like citizens, enforcement staff, police and other
external stakeholders.
 Integration with external applications like SSDG, e-District, e-Treasury, e-
Grass etc will be managed in a more efficient and consistent manner.

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 e-Transport MMP

 Overall improvement in efficiency, safety, security. Manageability and cost-

effectiveness of the system.
 Overall improvement in accountability, transparency, and user-experience for
the citizen and trade.

Implementation
Implementation Coverage as on today
This system is being used by all citizen specifically citizens of Haryana, all the
automobile dealers of Haryana, officers/officials of all the 94 Registration and
Licensing Authorities of Haryana and Transport Department of other states.

New Services / Enhancements

Following activities have been introduced in the system:
 Online vehicle registration submission by Automobile dealers.
 Fetching technical parameters of new vehicle from Homologation portal of
Ministry of Road Transport and Highways.
 Private new Vehicle Inspection by dealers.
 Online collection of Reg. fee and Tax by dealers.
 Online Application submission and printing of system generated Form for all
services.
 Online payment of Fee/ Tax through e-GRAS HRY by Debit/Credit and
Internet banking.
 Provision to send SMS at different stages of service delivery.
 Provision to check the status of the application.

New Feature/Services going to be implemented very soon:

 Vahan 4 and SOW4 enhanced to initiate the POS payment request through e-
GRAS Haryana for acceptance of payment through SBI POS and verification.
SBI developed specialized new software for integration with e-GRAS Haryana
for real time verification of payment done through POS. The solution has been
tested successfully and is going to be implemented soon.
 Provision for acceptance of service charges in addition to Govt. fee has also
been done in Vahan 4 and tested successfully.
 Implementation of citizen centric services through Official Mobile app m-
Parivahan.
 Integration with insurance companies through Homologation portal.

ENABLER INDICATORS
Ministry of Road Transport and Highways (MoRTH) GOI
Plays Pivotal role in conceiving the core solution for Transport Regulatory Processes
Automation across India in all the RTOs of all the States by providing common
framework with provision for State Specific customization. The Homologation portal
brings all the stakeholders (e.g. manufacturer, owner, dealers, Financer, Insurance
Companies) for information sharing and verification by RTOs.

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 Digital Empowerment - A cornerstone for eGovernance

National Informatics Centre

National Informatics Centre is looking after all the technical aspect of the project.
Haryana Specific customization was a challenge due to Administrative structure of
Transport Department which is unique of its kind in India. The task of data migration
from geographically distant old client/server system to central core database has been
successfully completed for all the authorities. Changes and improvements are also
being supported by NIC. NIC is also managing the state of the art IT infrastructure
for 24X7 service.

CM Good Governance Associates

A team of energetic, young professional is engaged through Ashoka University under
CSR scheme and Work module on Transport Sector was drafted and shared for
supporting the implementation at grass root level with the thrust to ensure and boost
citizen satisfaction. Standard Operating Procedures were drafted and enforced in all
the RTO offices of Haryana keeping in view citizens perspective and satisfaction at
top priority.

VALUE INDICATORS
Learnings for sharing
Following steps were taken for successful implementation and quick roll out in whole
state of Haryana.
 Addl. Transport Commissioner has been designated as State Administrator for
Haryana.
 The whole technical process of migration of data was documented having each
activity and its executers with roles and responsibility.
 A simulated web site hosted with test data for hands on training to field staff.
 The team of Chief Ministers Good Governance associated in Drafting
Standard Operating Procedures for delivery of services in RTO offices and
monitor its implementation.
 Process Re-engineering to discard unnecessary formalities for quick and
efficient service delivery.
 Training conducted for dealers over online training plate form webcon.nic.in.
 A helpdesk cell is created in the TC office to support Secy. RTAs/ he various
departmental officials in implementation of the project.
 A technical support web site is developed for DIO/ADIOS and Field level
officers.
 Several Training programs were conducted for Field level officers on VC.
 Trainer’s Trainings are conducted at district level through DIOs.
 Regular exclusive workshops were organized for DIOs and Field officers on
VC.
 User Manual has been prepared and shared with field staff.
 Comprehensive FAQ’s were designed to answers the most common queries.
 MOU is signed with BSNL for Leased line connectivity.
 MOU is signed with India Posts for delivery of Smart Card DL through Speed
Post.

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 e-Transport MMP

Digital Empowerment
The STALL test conducted in English and Hindi. e-GRAS Haryana integrated for
online payments through INTERNET banking / Debit Cards.

Green e-Governance
Less paper work in RTO offices is due to automation and availability of all the
information online. No need of server at each authority level .All the old/obsolete
servers installed in 83 authorities are not required any more due to migration to
Centralize web based solution which save energy.

Dr Vikas Gupta, Transport Commissioner, Transport Department, Haryana,

[email protected]

Shri Deepak Bansal, State Informatics Officer & Sr. Tech. Director, National
Informatics Centre, Haryana, [email protected]

509
 Digitization of Material Receipt and Clearance
ITS, BHEL Bhopal Government of Madhya Pradesh

N P Sanodia and Vivek Pathak

Project Overview
BHEL Bhopal is the mother organisation of BHEL having annual turnover of Rs
4000 crore (approx.). Cost of material is approx. 50% of its turnover i.e. BHEL
Bhopal buys material costing nearly Rs 2000 crore every year!! Timely Material
delivery, Reduction in cost of material and Reduction in inventory cost are the most
important aspect in enhancing its profitability. Considering the importance of
material, Entire material cycle was studied, analysed, critically examined in order to
conceptualize, design and develop various systems

In the present competitive times, where manufacturing cycles have shrunk,

manufacturers that can't deliver on time won't keep their customers happy—or keep
them at all. To minimize inventory and improve customer responsiveness, more and
more manufacturers today are building flexibility into their operations – flexibility in
how they operate in order to quickly respond to changing customer demand.

We at BHEL Bhopal have used IT and Digitized the entire supply chain process to
speed up the order-to-delivery cycle and the result is clearly visible in customer
service performance and the reduction of all forms of inventory. The whole Project
has been conceived and developed totally in-house at BHEL Bhopal.

As an important part of Supply chain, we have drastically reduced the time taken in
Material receipt and Material clearance process at BHEL Bhopal by Digitization.
Right from when the Material is received at the BHEL gates till the process of
Material clearance at various departments and linking of Vendor payments, all
processes have been digitized and made Online.

Earlier, the management of large number of vehicles and manual checking of the
materials received was very cumbersome and inadvertently led to various errors like
– mismatch in PO or item number, feeding of erroneous weights, Material Challan
entry mismatch etc.

The need to smoothen and fasten the whole process from Ordering to receipt and
clearance of materials was felt and thus this Digitization project was conceived. The
whole project was conceived and developed in-house by the IT team of BHEL
Bhopal.

The project has led to smooth and organized movement of vehicles entering and
exiting BHEL factory premises. The Project has totally abolished the need to generate
copies of various types of Vouchers and reports. It has eliminated the manual
intervention in recording weights and sensitive data which was earlier prone to errors
due to manual interventions. The capturing of Entry weight of Vehicle and Tare
weight have been developed in-house ,the cost of which was estimated to be around
10 lakhs by external party.

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 Digitization of Material Receipt and Clearance

The System for Online Material Clearance has aided to significantly reduce the time
taken to Clear GRNs at various stages and bring about more transparency in the
whole process of GRN (Goods Receipt Note) clearance. Implementation of the this
Digitization project, has enabled in faster and accurate booking of materials against
Work Orders, assist in better inventory management and faster payments to Vendor
due to faster processing of GRNs.

“The Initiative was presented in India PSU IT Forum held in New, Delhi and it was
included in the Governance Now casebook based on the best ICT practices. The
CASEBOOK was unveiled in Oct’16 by Shri Chaudhary Birender Singh Hon'ble
Minister, Ministry of Steel. The Project was nominated for EXCEL AWARDS, 2016,
the highest excellence awards in BHEL. The Initiative has won 5 Improvement
Initiative projects in BHEL Bhopal. 4 Copyrights have also been filed for the
Initiative.”

The key improvement efforts involve:

 Simplification of processes and procedures involving Material receipt and
clearance
 Consolidation of activities by eliminating duplication of work and reducing
errors, digitization, automation and integration of various activities.
 Execution of better and quick service and facilities inside BHEL as well as to
various other stakeholders including vendors and customers
 Faster Material receipt and clearance leading to faster vendor payments and
quick availability of material for production.

All departments of BHEL are benefitting from this project. They are using its various
features in their work. Responsibility and accountability of departments and
individuals has become clearer.

Vendors are benefitting from this project as they are now getting all the information
regarding their supply, quality clearance and bill payment immediately as the
decision is taken. Their time is being saved at all levels.

This project is making BHEL more robust, responsive and rising. It has been
designed to incorporate future improvements which have been envisaged laying the
path for BHEL of future.

Implementation of the Initiative is reflection of commitment shown by team towards

“Digital India” programme.

Considering vastness, utility, advantages, future potentiality tremendous efforts put

in, this project should be considered for Award Nomination.

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 Digital Empowerment - A cornerstone for eGovernance

RESULTS INDICATOR

Key Performance

Following are the services are as below –

a. e-Services of 2016-17 through various delivery channels (% of volume)

On line Web
UMID 34984
Integrated Weigh Bridge 46728
Online Clearance Note (C-Note) Generation 30204
Online Goods Receipt Note (GRN) Generation 28967
Online Goods Receipt Note Clearance 27469

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CSCs Department Mobile Others
Web Counters Gateway including
any Social
media
UMID 34984 - - - -
Integrated Weigh 46728 - - - -
Bridge
Online Clearance 30204 - - - -
Note (C-Note)
Generation
Online Goods 28967 - - - -
Receipt Note (GRN)
Generation
Online Goods 27469 - - - -
Receipt Note
Clearance

Description of e-Services
UMID - Unique Material Entry Identification Number (Used by Vendors &
Transporters)

It is like “AADHAR NUMBER” to vehicle entering BHEL Bhopal

 Auto-generated number, allocated to each vehicle entering BHEL Bhopal.
 Contains details related to material, vehicle and driver.
 New and unique feature developed under this project
 During material entry in BHEL invoice, vehicle and driver details are entered
in the UMID system.
 Details transferred and printed automatically on vehicle and photo pass.
 Used for Monitoring entry and exit of vehicle/materials
 Primary data source for all subsequent Systems/Processes
 UMID reduces errors, saves time and efforts of stakeholders

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 Digitization of Material Receipt and Clearance

 Vehicle cum Visitor Gate passes are generated for each and every Vehicle
entering BHEL Material Gate

Integrated Weigh Bridge Application (Used by Vendors & Transporters)

 As an when a vehicle with Goods comes on the Weigh Bridge, the Application
captures data from the UMID System
 The Application shows the UMID/Vehicle Pass details
 Weights directly captured from serial port of weight indicator and transferred
to Oracle Database
 System developed totally in-house, resulting in savings of approximately Rs.
10 lakhs.
 Less prone to errors, as the data of UMID system is automatically fetched
 Average time taken to weigh the vehicle has been reduced from 150
sec/vehicle to 50 sec/vehicle.
 Errors of weight made in Goods Receipt Note (GRN) has been reduced to
ZERO
 Weight of loaded as well as empty vehicle are captured and displayed in all
the systems automatically.

Online Clearance Note (C-Note) Generation

It is a document generated by Central Material Receiving Stores (CRX) right after
weighing of vehicle carrying the material at weigh bridge. It contains basic details of
supply i.e. Purchase Order (PO) details, vehicle details, place of unloading of vehicle
etc. This will also captures details from UMID system and weigh bridge application.
Incharge of area where material is unloaded certifies on CN that he has received the
material. This certified CN is sent back to CRX.

Online Goods Receipt Note (GRN) Generation

It is a document which is generated by Central Material Receiving Stores (CRX) on
the basis of supply documents given by vendor and certified Clearance Note received
back in CRX. This is the most important document in the organization regarding
material supply. It contains detailed information of material e.g. PO item details,
quantity supplied, tax details, weight details, commercial details etc. It is the
document on which details of material quality checks are done and corresponding
decisions are marked. Inventory updation, Material costing and Vendor Payments are
also done on this document.

Online Goods Receipt Note Clearance

Online movement of GRNs by various divisions using customized dashboards.
Workflow based system has been developed to ensure that GRNs are cleared faster
and without any manual movement of GRNs. GRNS are cleared digitally using this
system. Exhaustive dashboards have been developed for real time GRN movement
monitoring. Earlier the GRNs would be cleared manually by all the departments.
There is no printing of GRNs, No handling needed and no records are kept.

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 Digital Empowerm
ment - A cornerstone for
f eGovernance

Prrocess Flow: Maaterial Receipt, Clearance

C & Accoounting in BHEL
L Bhopal

Taangible Benefits of the Initiative

 Go Green: 15 1 lakhs of paperr saved annually
 Financial Gains:
G Rs 100 lakkhs annually
 Cycle Time Reduction: 32 stteps to 15 steps
 Manpower: Drastic Reductioon in Manpower due to digitizatio on
 Average tim me taken to weighh the vehicle: redduced from 150 sec/vehicle to 500
sec/vehicle
 Errors of weight made in Gooods Receipt Notee (GRN): reduced d to ZERO
Thhe various Intanggible benefits of thhe Initiative can be
b summarised as
a follows-

Staakeholders Deligght
1. Organised and
a speedy entry//exit of vehicles from
f BHEL Prem
mises.
2. Reduced buurden and ease for CISF personnell.
3. Accurate chhecking of vehicles and material.
4. Relief to suppplier/transporterr/drivers.

Opperational ease, accuracy,

a cost reeduction and timee saving
1. Automated capturing of weigght into GRN datta from weighbridge
2. Quick and accurate
a generatioon of CN and GR RN data.
3. Online and paperless clearannce of GRN.

ffective Material Procurement andd Inventory Contr

Eff trol
1. Faster and accurate
a booking of materials agaiinst Work Orderss
2. Regulated entry
e of material inside
i BHEL preemises in-line witth Purchase Ordeer
Delivery Scchedule
3. Inventory reeduction by following re-order levvel and just in tim
me concept

Avvailability and moonitoring of dataa

1. Online trackking of material/vvehicles entering BHEL through Material
M Gate.
2. Data transpaarency, integrity and elimination ofo data redundanncy.
3. Defined loccation of each maaterial in the factoory by using Locaation Directory

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 Digitization of
o Material Receipt annd Clearance

Im
mplementation
Im
mplementation Coverage
C as on tooday
Riight from when the Material is received at the BHEL gates till the process oof
maaterial clearancee at various deppartments and liinking of Vendor payments, alll
prrocesses have beeen made online annd transparent.

Thhe project has leed to smooth annd organized moovement of vehiccles entering andd
exxiting BHEL, Bhoopal factory premmises. The projecct has totally abollished the need too
geenerate copies of various types of Vouchers annd reports. It haas eliminated thee
maanual interventioon in recording weights
w and sensiitive data which was earlier pronee
to errors due to maanual interventionns. The software for online captu
uring of Entry andd
Exxit weight has beeen developed in--house and linkedd to vehicle numb ber and incomingg
maaterial.

Thhe system for onnline material cleearance has aidedd to significantly

y reduce the timee
takken to clear GRNNs at various stagges and bring aboout more transpareency in the wholee
prrocess of GRN (G Goods Receipt Note)
N clearance. Implementation
I of
o the digitizationn
prroject has enabledd in faster and accurate
a booking of materials agaainst work orderss.
Thhis has resulted in better inventoory managementt and faster paym ments to vendorrs
wiith faster processsing of GRNs.

Thhe Initiative covvers various stakeeholders of BHEEL such as Emp ployees, Vendorss,
Suuppliers and the top managementt. The reach of this
t Initiative is global,
g across thee
woorld, as Vendors and Suppliers off BHEL, are locatted in India and ini various parts oof
the world. The tootal number of transactions
t in thhe Initiative is around
a 1.5 lakhhs
traansactions per yeear.

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 Digital Empowerm
ment - A cornerstone for
f eGovernance

Neew Services / En nhancements

Prroject has ushereed a new era off quality control and inventory management andd
finnance managemeent. Quality conttrol has become tighter as new system carries a
larrge number of chhecks and improvvements that werre hitherto not av vailable. This haas
heelped in BHEL’s quest for improvving quality of itss products. Inven
ntory managemennt
noow is more acccurate with new wly developed system
s for non--stock items andd
inttegration of BINN system with syystem of materiall rejection. Withh all the activities
annd operations at Stores, Qualityy and planning being
b captured immediately andd
acccurately to finannce department, management
m of finance activities has
h become fasteer
annd accurate.

Thhe success of thiis project has triiggered a need to conceive moree new projects inn
areas of material, inventory and supply
s chain maanagement. We are a implementingg
RF FID solution in our
o finished goods inventory stores, wherein we plaan to use a mix oof
acctive and passivee tags, to managee inventory. This will help us to o monitor on reaal
tim
me basis, the exaact finished goodds inventory of vaarious items pressent in our storess.
Thhis when linkedd with the procuurement activity,, will help us to t streamline ouur
puurchases viz a viiz the finished goods inventory. We hope that we w will be able too
drrastically bring down our raw material costs once this projject of RFID is
im
mplemented. Furthher we are also creating
c a database for all our maaterial locations inn
vaarious stores.

We are also plannning to link the material

W m entry wiith our B2B site for Vendors andd
suuppliers, whereinn the Vendors wiill fill in Online Challans, before dispatching thee
maaterial to our facttory premises. Thhis is the backwarrd integration, wh
hich is planned inn
the near future.

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 Digitization of Material Receipt and Clearance

ENABLER INDICATORS
Business Process Re-engineering
Business Process Re-engineering was done and the complete process Material receipt
and Material Clearance in the organization has been standardized across all
departments. Simplification of processes and procedures involving Material receipt
and clearance was undertaken. Consolidation of activities by eliminating duplication
of work and reducing errors, digitization, automation and integration of various
activities. The innovative concept of UMID (Unique material Identification Number)
and an automated Module for Weigh Bridge has been introduced in BHEL, Bhopal.

Integration
Various systems such as Material Gate entry, Vehicle Pass, Visitor Gate Pass, C-note
and GRN generation were working in isolation. Due to which various problems such
as Complicated & Long process of Vehicle Entry, Manual & repetitive entry of
Critical Information and Delay in material Inspection & Clearance were being faced.
Various systems developed and working of various departments were integrated in
such a manner that there is no data/record discrepancy, duplication of work is avoided
and effort is reduced. The Project is benchmarked with the best available ERP
packages for Materials Management offered by SAP, Oracle.

Sustainability
By implementing this project, we have created long term value for employees and for
all other stakeholders such as Suppliers and Vendors. We have tried to maintain
corporate sustainability by taking into consideration every dimension of how a
business operates in the social, cultural, and economic environment. As an important
part of Supply chain, we have drastically reduced the time taken in Material receipt
and Material clearance process at BHEL Bhopal by Digitization. Right from when the
Material is received at the BHEL gates till the process of Material clearance at
various departments and linking of Vendor payments, all processes have been
digitized and made Online. We have enabled GREEN IT by abolishing paper work
and stationary at every stage of material clearance. The System for Online Material
Clearance has aided to significantly reduce the time taken to Clear GRNs at various
stages and bring about more transparency in the whole process of GRN (Goods
Receipt Note) clearance. Implementation of the this Digitization project, has enabled
in faster and accurate booking of materials against Project Orders, assist in better
inventory management and faster payments to Vendor due to faster processing of
GRNs.

VALUE INDICATORS
Learnings for Sharing
The whole project was conceived and developed in-house by the IT team of BHEL
Bhopal. Automatic SMS & mail generation has been included at various levels of the
e-workflows. The project has been developed adhering to ISO Standards on Quality.
At the beginning a multifunctional task force consisting of members from Quality,
Planning, Finance, Stores and IT departments was formed. Detailed and large number
of discussions and consultations were done and presentation on existing systems and
the lacunae in them was presented by each function. Then an outline/skeleton

517
 Digital Empowerment - A cornerstone for eGovernance

involving improvement in existing systems and development of new systems and

their integration was made. Detailed design activity was carried out. Business process
re-engineering was done and redundant processes were removed. Top management
was involved at each and every step. After the design was finalized and validated by
all concerned, New Online systems for various modules were developed. Some of the
existing systems were modified and various existing offline systems were made
online. Then integration between the various systems used by various functions was
done and this Project finally evolved.

At the beginning a multifunctional task force consisting of members from Quality,

Planning, Finance, Stores and IT departments was formed. Detailed and large number
of discussions and consultations were done and presentation on existing systems and
the lacunae in them was presented by each function. Then an outline/skeleton
involving improvement in existing systems and development of new systems and
their integration was made. Detailed design activity was carried out. Business process
re-engineering was done and redundant processes were removed. Though, the scope
of the project was not finalized, as it was an organizational level change initiative.
Top management was involved at each and every step. After the design was finalized
and validated by all concerned, New Online systems for various modules were
developed, Some of the existing systems were modified and various existing offline
systems were made online. Then integration between the various systems used by
various functions was done and this Project finally evolved.

Digital Empowerment
As this Project was an organization level initiative, it effected each and every major
function such as Stores, Quality, Planning, MM and Finance. At the beginning CISF
personnel deployed at the BHEL material entry gates, were not ready to use the new
module of generating UMID (Unique material identification number), Vehicle and
Material passes of the project. They felt that this would create extra workload for
them. A number Meetings were held with the Commandant of CISF and other CISF
personnel and benefits of the new modules were discussed. It was also stressed that
this would enhance the security of the factory premises and that the material entry
would be fast and streamlined. As personnel from various functions were used to
approving the GRNs only after receiving the hard copies, as this was an age old
practice, lot of resistance was faced in Implementing the new module of Online GRN
Clearance. Finance also resisted that Vendor bills could only be cleared after
receiving finally approved physical copies of GRNs. These 2 issues were the major
stubling blocks for the project implementation. As we had the top management
support, various presentations were made to the General Managers of the various
functions highlighting the benefits of the project. It was stressed that if BHEL, needs
to reduce the delivery cycle of its Projects, material entry and clearance time cycle
had to be reduced, so that material is available for production in time. The Project
and its benefits were also published in internal newsletters and in various
communication forums. Also various cross functional task forces were formed and
the members were given the task to explain the workings and benefits of the initiative
within their functions. The support we got from our top management and the
mentioned steps helped us to go ahead with the implementation of the initiative,
which proved to be a very successful and hugely popular project.

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 Digitization of Material Receipt and Clearance

Green e-Governance
On implementation of the Initiative, approximately 15 lakhs of paper have been saved
annually. Pre printed stationary has been abolished. The number of cartridges of
Printers being used for printing GRNs has been drastically reduced and has led to
decrease in the e-waste being generated annually.

Shri N P Sanodia, AGM (IT), ITS, BHEL Bhopal Government of Madhya Pradesh,
[email protected]

Shri Vivek Pathak, DGM (IT), ITS, BHEL Bhopal Government of Madhya Pradesh,
[email protected]

519
 Enteerprise Docum
ment Sharingg System (e-Doc)
ITS, BHEL Bhopal,
B Governm
ment of India

Vivek Paathak and Rajneeesh Rai

Prroject Overview
BH HEL (Bharat Heavy
H Electricalss Limited), a Maharatna
M compaany, has a widee
neetwork of variouss manufacturing units,
u regional offfices/centres, oveerseas offices andd
infrastructure enabbling to execute more
m than 150 poower projects at sites across Indiaa
annd abroad. There is lot of informaation that flows ammongst its 40000 0+ employees andd
staakeholders such as Customers, Vendors & Suppliers, on a day y-to-day basis, too
maanage such a larrge and broad leevel of operationns. There was lon ng felt need of a
secure, reliable and
effficient medium for
information traansfer
ammongst employeees &
wiith stakeholderss, so
that they can acccess
annd proocess
information anyttime,
froom anywhere.

Thhe Initiative is being

b
ussed by all emplooyees
froom different BHEL
B
Unnits, Sites and
Seervice Centers, which
w
are located in divverse
locations around thhe Globe. Also, external
e stakeholdders are using th
his initiative for ee-
coommunication, froom various parts of the Globe.

Keeeping in the vieew the requiremennt of stakeholderrs, company operrations & securityy
aspects, the main objectives
o of the Initiative
I are as follows:
fo
 To provide secure medium to t all stakeholderrs for sharing do
ocuments digitallyy
within the company
c and alsso with various stakeholders
s outsside the companyy
such as Cusstomers, Vendorss, ex-Employees.
 To centrallyy store all the doocuments/files inn a highly availaable environmentt,
which can be b easily accesseed anytime from m anywhere by au uthorized personns
only.
 To promotee Green IT & diigitization of all types of officiaal documents likee
Approvals, Minutes of meetting, Communicaations, spreadsheeets, presentationss,
Scanned Im mages / paper doocuments, e-mails, Multimedia fiiles (audio, videoo
and images)) etc.
 To providde a medium for digital coommunication amongst a variouus
stakeholders.
 To remove the person deppendency by stooring the docum ments at a centraal
location whhich can be accesssed by authorizedd persons only
 To create a Knowledge Basee for the companyy

520
 Enterprise Document Sharing System (eDoc)

 To enhance the productivity of employees by providing fast & easy access to

information
 To promote Transparency and Accountability in service delivery to all
stakeholders.
 Creation of Digital BHEL

eDoc - BHEL Enterprise Document Sharing System & Mobile App is the first in-
house developed, collaborative application platform for storing, sharing and
managing documents online, amongst all Central PSEs. The Initiative can be used by
any employee irrespective of his/her unit, department or grade for sharing files
amongst BHEL employees and also with external parties like vendors, customers etc.
The solution is also extended over mobile devices so that users can access the files
over internet from anywhere. With more than 43,000 files shared till date, eDoc has
been widely appreciated by all cross sections of the employees in the organization &
also by external stakeholders. The initiative has become one of the most widely used
and popular applications in the organization, in a short span of one year.

eDoc has provided a faster and convenient medium for sharing of information in
BHEL. This has enabled to build a highly valuable repository of corporate
information assets in BHEL through file sharing, which has facilitated knowledge
creation and improved decision making, boosting workgroups and enterprise
productivity. This has also led to faster and efficient communication amongst units
and other stakeholders like customers and vendors. It has helped the organization in
digitization of paper documents, remove person dependency, control over content and
reduce the turnaround time.

Developing the solution using internal resources has resulted in huge savings for
BHEL, both in terms of money & time. The one-time investment in infrastructure,
development of solution & recurring licensing cost has been saved directly. eDoc has
simplified, consolidated and standardized, the file sharing medium in the
organization, resulting in a better service delivery to all stakeholders and has brought
about a paradigm shift in the manner in which employees are communicating
amongst themselves & with external stakeholders.

Reason for Nominating the project for eGovernance Award:

eDOC is totally in-house developed application. It’s a BHEL Corporate level
initiative and one of the highly used application in BHEL since its launch. It is one of
its kinds in any of the Central PSEs and a world-class application which can be
compared with any other document sharing application. The Initiative is highly
replicable & can be used by any organization for providing better service delivery to
stakeholders in terms of sharing documents.

The Initiative has already received excellent reviews in the prestigious Intelligent
Enterprise Award in the category DOCUMENT MANGEMENT at the Technology
Senate, QCI- DL Shah Quality Award and has been awarded the BHEL Excel award,
which is BHEL’s highest award for excellence.

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 Digital Empowerment: A Cornerstone for e-Governance

RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Document Sharing for All BHEL Document Sharing
Employees 10000+ 20000+ for All BHEL
Employees
Document Sharing for External Document Sharing
Stakeholders 1000+ 2000+ for External
Stakeholders
eDOC Mobile APP 1000+ eDOC Mobile APP

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line CS Department Mobile Others
Web Cs Counters Gateway including any
SMS Social media
Mobile App
Document
Sharing for
20000+ - - - -
All BHEL
Employees
Document
Sharing for
2000+ - - - -
External
Stakeholders
eDOC Mobile
- - - 1000+ -
APP

Description of e-Services
The Approach was to develop a User friendly, easy to use and secure Organization
wide File sharing system, which can be used by all employees to share and store files
and collaborate with other employees and stakeholders. All services related to this
initiative are being accessed by all employees of BHEL organization and by all its
stakeholders such as Customer, Vendors, and Suppliers.

Keeping this in mind, 3 types of Document sharing options were provided:

1. Group Share allows file sharing within group of employees (either from the
same unit or inter-unit) by forming groups. This method enables collaboration
between group members who are working on a project.
2. Quick share method of file sharing is used for one time file sharing.
3. e-USB can be used to share files with self. This is helpful for employees who
are going on tours, for meetings and for discussions, away from their work
places.

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 Enterprise Document Sharing System (eDoc)

Also catering to the demands of a vast expanse of employees from various

departments such as Engineering, Commercial, Services, who frequently send and
receive large files from external business partners such as Customers, Suppliers,
Vendors and others, a workflow based multiple file sharing, External File sharing
option has been provided.

Inline with the latest fad of availability of Applications, anywhere, anytime and on
any device, Mobile App for this Initiative was launched and this has the most
advanced features such as File forwarding without download, Direct sharing of
images captured by Mobile Camera, amongst others. All this makes this Initiative, a
truly World class application and at par with the best available File sharing platforms.

Document Sharing for All BHEL Employees

Dashboard
Dashboard is an interactive platform where employee can see details and status of all
the files. On dashboard files have been categorized in six categories:
 Group Files: Files shared in all the groups of the user
 Quick Share Files: Files shared by user with individuals
 eUSB/ Self Files: Files uploaded by user for his own access
 External Files Received: Files received by external users
 External Files Sent: Files sent to external users
 External Files under Approval: Files to be sent to external users and are under
approval of controlling officer

Group Sharing
Using this module, files can be shared with a group of BHEL employees. A person
can create a new group with a unique name for the future reference. Person can add
group members searching the name of employee’s unit wise. In this way a group can
be formed consisting of employees of different units. When a file is shared by any of
the Group members, Email is sent to all members of the Group, intimating them of
the details of the shared file. Files can be shared with all the members of the group
with a single click. This group can be saved for the future so that group members can
share file within the group in future also. Creator can see all the members of the
group and he has right to add more members and remove the existing members from
the group.

Quick Share
Quick share is used for sharing files with other employees. In this facility user can
make a list of employees to whom he wants to share files and can send a file to all of
them in a single go. Here list is made only for one-time file sharing unlike Group
sharing where list is made permanently and files can be shared with employees in the
list several times. Quick share facility is quite simple and is used for One time file
sharing.

For sharing a file, using ‘Quick Share’ option - the user needs to mention the subject
or description of the file and select BHEL employees whom he wants to share the
files. User can select BHEL employee’s unit wise also. It would be easy for the user
to identify correct person with the help of unit. After selecting all the members, user

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 Digital Empowerment: A Cornerstone for e-Governance

now needs to browse the required files and upload them. On uploading the file, all the
members selected in the list will get a system generated mail. The mail will contain
the information about file, the user who has shared the file and system link.

eUSB
e-USB is a specific feature of the system, which works like portable storage. An
employee can store his documents in the system so that he/she can access those
documents online at any place and at any time. User can browse a file and upload it
on the server. Later on user can see all his uploaded files at one page. User can
download his files anytime from anywhere. This feature is quite useful during tour
and travelling.

Document Sharing for External Stakeholders

Sending and receiving files from external sources is a very critical aspect of
communication. There is a lot of information which is very crucial to BHEL business.
Flow of critical information in and out of BHEL should be monitored and should only
be based on proper authentication and authorization. e-DOC system is designed in
such a way that it takes care of all the aspects of information sharing with external
(out of BHEL) sources.

Salient Features of External Document sharing Module

 Properly integrated with email for user convenience
 No need for external user to maintain an account or remember password or
search for the link of the system
 Unique and new access key will be generated every time for external user
 System link, key will be sent through email only
 External facing server is used for storing these files so that external user does
not get access to internal server.
External Sharing – Sending Files to External Users
 Employee uploads Files, with description and email of External User such as
Customers, Suppliers, with whom files are to be shared
 Request for file sharing is forwarded to Controlling officer, as a security
measure
 Controlling officer Views details of Files and approves the request
 On Approval by Controlling Officer, OTP is generated and email notifications
are send to employee, Controlling Officer & External user.
 External User receives email containing link for viewing files and OTP.
 External user goes to the link, enters his email address as login and the
received OTP as password
 External user downloads all the files
 OTP is disabled after 7 days as a security measure

External Sharing – Receiving Files from External User

 Employee enters email id of External Users, from whom files have to be
received
 An OTP is generated
 Email notifications to employee, Controlling Officer & External user

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 Enterprise Doocument Sharing Sysstem (eDoc)

 External usser goes to the link, enters his email address as login and thee
received OT
TP as password
 On successfful authorization,, user can upload files
 Email Notiffication to BHELL employee aboutt uploaded files

DOC – Mobile Appp - Features

eD
 Covers All BHEL Employeees
 Integrated with
w SAP-HR Daatabase
 24X7 Availlability – Anytim
me, Anywhere
 Integrated with
w Web based eDOCe - BHEL Document Sharing
g System
 Direct Share File – Without Download & Uppload
 Direct Uplooad file from Cam
mera Capture
 Direct Acceess after One Tim
me Registration
 E-mail / SM
MS Notifications
 Centralized Storage on NAS S server
 Highly Secuure

Opptions in eDOC Mobile

M App
 One Time Registration
R with OTP
 Files Dashbboard
o Download File
o Direct Share
S Existing Fille
 Existing Grroups
 Individual Employee
E
 Upload file
o Existingg Groups
o Individuual Employee
o Direct Camera
C Capture
 Automatic NEW
N App Updatte Notifications

Beenefits from the Initiative

I
 Anytime, Anywhere
accessibilityy
 No unauthoorized access
 Real time file sharing
among authhorized users
 0% Delay
 0% loss of data
d
 100% notifications
through maiils / SMS
 100% trannsparency &
Accountability
 Improving efficiency
and prodductivity of
employees
 100 % accuuracy

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 Digital Empowerment: A Cornerstone for e-Governance

 100% Availability of Services

 Savings to the tune of Rs. 1.45crore, due to in-house development and
maintenance of the Initiative.
 Drastic Reduction in Tour expenses, to the tune of Rs. 4 Crore, due to Online
collaboration amongst employees and with external stake holders
 About 35000 Manhour savings every year due to time saved in using the
eDOC initiative for Document management and File sharing
 100% transparency in what is shared in the organization
Savings to the tune of Rs. 50 lakhs every year due to savings in paper, as all
documents as digitally shared in this initiative

Implementation
Implementation Coverage as on today
The system covers all the employees of BHEL (43000+), who are working in 17
Manufacturing Divisions, 2 Repair Units, 4 Regional Offices, 8 Service centres, 6
Overseas Offices, 6 Joint Ventures, 15 Regional Marketing Centres and current 150+
project execution sites located across India and abroad are using the initiative. They
can access the system using ANY Device (PC or Mobile) by any employee (40000+)
of BHEL, irrespective of his/her grade, department, unit, location. The initiative is
also used by various stakeholders of BHEL such as customers, suppliers, vendors etc.
residing across the globe. They can access the system over the internet using their
PC/Handheld device. Mobile App has ensured that all employees and stakeholders of
BHEL can access this initiative over the internet, anywhere, anytime using their
Mobile devices.

New Services / Enhancements

Initially the eDOC portal was launched only for BHEL Bhopal, Corporate IT & IT of
all the units on PILOT basis. Based on the feedback received various improvements
were incorporated and tested before corporate wide launch of Internal Module. Later
it was felt that external stakeholders have been covered to make the information
sharing process simple & effective, which led to development of External module.
The initiative got wide appreciation from TOP management and from employees &
external parties. Recently, Mobile APP for employees has been developed and
launched to enable them to access information anytime, anywhere.

ENABLER INDICATORS
Process Re-engineering
Transforming from the current paper based working to IT system based working was
most critical stage. For many years, employees and business partners were using the
old system and had become habitual of using the old system. It was difficult to shift
the present working on new system. Initially for some time both the systems were in
use. Many of the employees in BHEL are not habitual of using computers and
software solution for file sharing. There were various doubts and questions in their
mind with use of new system. It was important to tell them problems with the old

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 Enterprise Document Sharing System (eDoc)

system of file sharing and tell them the benefits of using the new system. It was also
critical to give them training of using the new system and new process as well.
Drastic change in mindsets and convincing of employees was required, as employees
were not that computer savvy and till date had never used online services to store /
access the documents and drawings.

Knowledge Base Creation

Earlier the documents were available in paper form or available with individuals in
soft copy. The main objective of this project was to digitize all the official documents
like engineering drawings, approvals, minutes of meetings, reports, presentations etc
and store them at a centralized secure location. Now all the documents/files/drawings
are available online and authorized persons can access them anytime. The chances of
loss / damage of documents have been eliminated.

IPR Protection
Data theft is a growing phenomenon primarily caused by information owner such as
employees and office workers. Since employees often spend a considerable amount
of time developing contacts and confidential and copyrighted information for the
company they work for, they may feel that they have some right to the information
and are inclined to copy and/or delete part of it when they leave the company, or
misuse it while they are still in employment. Alternatively, an employee may choose
to deliberately abuse trusted access to information. There were many identified cases
where company information was misused or shared to external persons by BHEL
employees. Many a times such type of things occurred at many units in BHEL
without notice of authorities. Manyatimes, employees leaving BHEL, and joining a
competitor, would copy various IPRs of BHEL such as Designs, Drawings and
Trademarks, in Pen Drives and CDs.

VALUE INDICATORS
Learnings for Sharing
This is a totally IN-HOUSE developed initiative. No 3rd party support was taken in
the development of this initiative. This is biggest Unique differentiator and 2 IPRs in
the form of Copyrights have been filed for the desktop and Mobile version of this
Initiative.

"eDOC" meets all these requirements & has brought a revolutionary change in the
manner, in which files are shared and stored in the organization. It is one of the
largest in-house developed, truly World Class IT implementation, which has led to a
complete transformation from paper based office to a paperless office and has
promoted GREEN IT in a big way. e-Doc has enabled BHEL employees with quick
access to business data & helped them to make faster decisions to survive in this
competitive market. Earlier different BHEL units used to have their own process for
sharing & storage of document. eDOC has unified the heterogeneous various of units
and aligned them with corporate policies & uniform process.

As eDOC is available in both Web and Mobile Versions, files can be shared &
received instantly anytime from anywhere on all avatars of electronic devices such as
PC, Tablet and Mobile. The Mobile version of eDOC, is similar to the well-known

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 Digital Empowerment: A Cornerstone for e-Governance

WhatsApp application, but is more convenient to use, as Users do not have to

remember Mobile numbers, eMail ID and other details, as the App is integrated with
SAP-HR system. This also has advanced features like Direct File forward without
downloading it, Direct sharing of images captured by Mobile Camera, amongst
others, which has made it very popular amongst all employees. Using Mobile app,
files can be shared even from remote site location & has eliminated the dependency
on PC & need of company’s network.

Digital Empowerment
The Approach was to develop a User friendly, easy to use and secure Organization
wide File sharing system, which can be used by all employees to share and store files
and collaborate with other employees and stakeholders.
Keeping this in mind, 3 types of file sharing options were provided.
1. Group share,
2. Quick share and
3. e-USB.
Group Share allows file sharing within group of employees (either from the same unit
or inter-unit) by forming groups. This method enables collaboration between group
members who are working on a project.
Quick share method of file sharing is used for one time file sharing.
e-USB can be used to share files with self. This is helpful for employees who are
going on tours, for meetings and for discussions, away from their work places. Also
catering to the demands of a vast expanse of employees from various departments
such as Engineering, Commercial, Services, who frequently send and receive large
files from external business partners such as Customers, Suppliers, Vendors and
others, a workflow based multiple file sharing, External File sharing option has been
provided. The Initiative also has a strong feeback mechanism in which Users can give
feedback and post suggestions. Regular improvements are made in the initiative from
time to time on the basis of recommendations given in the feedback module.

Green e-Governance
The initiative has resulted in lot of paper saving. Prior to this, all the important
official documents were available in hard copies with individuals. Now they are
available in form of soft-copies on central storage which can be accessed anytime
from anywhere by authorized person. It is one of the largest in-house developed, truly
World Class IT implementation, which has led to a complete transformation from
paper based office to a paperless office and has promoted GREEN IT in a big way.
The initiative has resultant in saving of storage on multiple mail & document servers.
Now all the BHEL units are using this single system for sharing information, which is
integrated with a secure centralized storage.

Shri Vivek Pathak, DGM (IT), ITS BHEL Bhopal, Government of Madhya Pradesh,
[email protected]

Shri Rajneesh Rai, Deputy Manager (IT), ITS BHEL Bhopal, Government of
Madhya Pradesh, [email protected]

528
 Implementation of Core Banking Solutions for
Post Office Savings Bank Operations
Department of Posts, Ministry of Communications, New Delhi

Ananta N Nanda and Sachin Kishore

Project Overview
The Post Office Savings Bank (POSB) functions as the agency of the Ministry of
Finance for small savings schemes aimed at providing secure small savings options to
the citizens of the country. The POSB which was started in 1882 saw a sea change
over the years in terms of its operations. At the beginning of this Core Banking
Solution (CBS) project, it was operated on a standalone software in a client server
mode where the data was stored at the office level.
Objective
The objective of the CBS project were
 to migrate the entire POSB operations to a common central server and provide
anywhere banking services at par with the modern banking standards.
 to provide multiple channels of delivery such as ATM, Debit Cards, Internet
Banking and Mobile Banking.
 to provide a channel for various DBT schemes of the central and the state
governments.

Scope
The project was to cover all the 25,361 Departmental Post Offices throughout the
country bringing them on the CBS platform and install 1000 ATMs.
Present Status
 23,375 Post Offices are live on CBS platform making it the largest single
entity in the country on the CBS platform.
 A total of 68.61 Crore accounts and certificates are migrated on the CBS
platform.
 A total of 984 ATMs installed and over 20 Lakh ATM cards are issued.
 DBT feature on NACH platform is live.
 Internet and Mobile banking is being launched internally for testing by a small
group.

Reasons for nomination of this e- Governance project

 Size of the task at hand – The task was not only big horizontally where a large
number of offices had to be covered but also vertically where in a large
amount of data from each office pertaining to various schemes had to be
migrated.
 The timeline – The first office was migrated on 16the December 2013 and the
23,375th office was migrated on 18th August 2017. Thus, 92% of the
migration was done in a span of 3.75 years.
 Ground work for other projects to ride on – The data is being now used for
implementation of Rural ICT project aimed at covering the 1.3 Lakh Branch
Post Offices. DBT on NACH platform is already under way. Aadhaar Payment
Bridge System is under testing.

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 Digital Empowerment - A cornerstone for eGovernance

RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Total live accounts and
12.53 53.98
certificates on CBS platform for 67.39 Crore
Crore Crore
which CBS services are provided
ATM transactions 580 4,77,894 60,48,659
Agent portal transactions In 2,148 In 20,494
In 23,256 Post
Post Post
Offices
offices Offices
Certificates issued in Pass Book Approx 22 Lakhs
Nil Nil
form (KVP only)

b. e-Services of 2016-17 through various delivery channels (% of volume)

On line Web Department Counters
Agent Portal 92% (Approx 30 -40 thousand
transactions transactions per day) 8%
ATM 100 %
-
transactions
Over the All the transactions in CBS Post offices
counter (92%) happen through CBS, transactions
transactions in remaining 8% of the post offices -
happen in old standalone software.
(Approx 40 Lakh per day)

Description of e-Services
Live accounts on CBS platform and related services
 All the account holders on the CBS platform now can avail banking services
through any Post Office in the country. There is no need of transfer of
certificates and accounts for a majority of the transactions.
 There is a single CIF ID for a customer for all his accounts thus making KYC
easier. No need for the customer to submit KYC documents multiple times.
Also the time for opening of new accounts is significantly reduced.
 Monitoring of the accounts and transactions has become easier for the
inspecting authorities.
 Reporting and analysis of data has become easier due to central location of
data.
 All the account holders can avail the Internet banking and Mobile banking
facility once it is live.

ATM transactions
 Customers now have a channel other than the counter for withdrawal of cash
and non financial transactions.

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 Implementation of Core Banking Solutions for Post Office Savings Bank Operations

 Beginning 31/12/2016, DOP ATMs are interoperable with other banks. Thus,
customers with DOP ATM card can use the ATM of any other bank and vice
versa.
 It has also reduced cash handling at the counters.

Agent portal transactions

 Previously, the agents in the Post Office had to submit their List of
transactions (LOT) manually and each account had to be posted manually. The
agent commission too was paid manually.
 Now, the agents prepare online LOTs and the same are posted in bulk at the
counters thus saving time and work for the agents and the employee.
 The agent commission too is calculated automatically and the same is credited
to her account.

Certificates issued in Pass Book form

 Previously, the certificates were issued on a preprinted security certificate
which had to be stored in custody and transmitted under security. The theft
and loss of the same lead to security issues and frauds.
 The certificates are now issued through CBS and the proof of the same is
given in the form of a pass book. They can be thus encashed from any post
office in the country.
 The need for storage of certificates and their safety is obviated.

Implementation
Implementation Coverage as on today
 As on today, 23,375 out of the 25,361 Post Offices are on the CBS platform. A
total of 68.61 Crore accounts and certificates are migrated on the CBS platform.
 A total of 984 out of 1000 ATMs installed and over 20 Lakh ATM cards are
issued with around 16 Lakh transactions per month.
 DBT feature on NACH platform is live.
New Services / Enhancements
 ATMs became interoperable with other banks w.e.f 31/12/2016
 Inward foreign remittance through Western Union Money transfer directly in
the Savings Account in Post Offices is tested. It will be launched post testing.
 Internet and Mobile banking is being launched for a small internal group. It
will launched for use within the DoP after its testing. (Launch of Internet
Banking and Mobile banking with inter operability with banks is subject to
RBI approval.)
 Adhaar Payment Bridge System is under testing for launch.

ENABLER INDICATORS
Designing, implementation and monitoring of the Project
 The project is a part of the overall I.T modernization project of the Department
of Posts started in 2012.
 The RFPs for all the parts were prepared by an outsourced consultant.
 A Project Monitoring Unit (PMU) was set up for the overall monitoring of the
I.T modernization project.

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 Digital Empowerment - A cornerstone for eGovernance

 Project implementation committees and sub committees were formed to deal

with the individual projects.
 A CBS unit was set up under a Director level officer to deal exclusively with
CBS implementation and deal with the vendors on a day to day basis.
 A Data Migration and Command Centre was set up at Chennai under the
Centre for Excellence in Postal Technology to deal with the migration
technical aspects of the project.
 Special teams were set up across all the administrative units to maintain a
rapid track for communication.
 Intense monitoring through Video Conferences, meetings and onsite visits
played a key role in meeting the targets of migration.

Supportive structure and other stake holders

 The main need for CBS was provision of secure connectivity at the Post Office
level.
 It was provided through the Network Integrator project by the means of an
internal Wide Area Network (WAN).
 New hardware was procured and the old one spruced up to meet the system
requirement.
 A separate data centre was set up at Mumbai and a mirror data centre at
Mysore to store the data centrally.
 CEPT Chennai was set up deal with the monitoring of daily functioning and
technical aspects of operations.
 Civil work was undertaken to prepare sites for ATMs through the civil wing of
the department.
 Business process reengineering was undertaken for many processes and new
rules and SOPs developed.

Change management and training

 Employee participation and training was the biggest contributor to the success
of the project.
 Sensitization workshops were held for the senior officers at Rafi Ahmed
Kidwai National Postal Academy, Ghaziabad.
 Training on change management was provided by TCS.
 Operational training was imparted to all the staff at the 6 Postal Training
Centres located at various places across the country.
 Training to the staff was also imparted at the Circle, Regional and Divisional
level.
 Handholding support was provided to the staff to gain their confidence and
make them comfortable in the new software.
 A massive drive was launched to verify the balances of the accounts before
migration. Wide publicity was given through newspapers, media and banners
urging the customers to visit the Post Offices and get their account balances
verified.
 Currently too refresher trainings are going on for the employees less
comfortable with the software.

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 Implementation of Core Banking Solutions for Post Office Savings Bank Operations

VALUE INDICATORS
Learnings for Sharing
 A project should be time bound with a separate dedicated machinery to plan,
implement and execute it.
 Communication about the project to the junior most level is important to gain
their confidence and ownership of the project. Regular newsletters, use of
social media, sensitization programs, field visits etc go a long way in instilling
confidence in the staff about the project.
 The communication channels need to be flattened for quick response.
Dedicated email ids, whatsapp groups, blogs etc played a vital role in speeding
up the communication and reducing the response time.
 A through checking of the data which is to be digitized/ migrated is necessary.
Better to check and recheck the data before migration than to correct it
afterwards
 A close coordination between all the stakeholders is necessary as the project
forms a part of overall vision of the department. It cannot operate in a silo. In
this case, coordination with Technology division, Project Management Unit,
Training division, Vigilance division was necessary to see that the project is
owned by the entire organization.

Digital Empowerment
 With an impressive reach of 1.55 Lakh total Post Offices, the Department of
Posts can be the leading enabler of financial inclusion. With 23,375 Post
offices already on the CBS platform, their data is being used for Rural ICT roll
out in 1.3 Lakh Branch Post offices linked to them. After the implementation
of this project, even the rural branch offices will be able to provide online
services.
 With the savings accounts in Post Offices on CBS platform and seeding of
Adhaar and Mobile number underway, they can act as a conduit for DBT and
other schemes of the Central and state governments.
 The Post Office is an extremely accessible institution, well connected with the
people. Provision of CBS to such people opens up big opportunity for
financial inclusion and value addition.

Green e-Governance
Implementation of CBS has reduced the use of paper at many points. For eg. now
with a common CIF number for the customer, he/ she has to submit the KYC
documents only once instead of repeated submission during each account opening.

Shri Ananta N. Nanda, Secretary Posts, Department of Posts, Ministry Of

Communications, New Delhi, [email protected]

Shri Sachin Kishore, Deputy Director General, Financial Services, Department of

Posts, Ministry Of Communications, New Delhi, [email protected]

533
 Integrated Project Monitoring and Information Service
(i-ProMISe)
Harbour Engineering Department, Government of Kerala

P K Anilkumar and Sujithkumar V K

Project Overview
i-ProMISe - Integrated Project Monitoring and Information Service - is a web based
system for the project monitoring and information needs of the Harbour Engineering
department, Government of Kerala. It includes different modules which enable the
department users to monitor the projects executed and fetch all information of work
in one single click. i-ProMISe falls in the Government to Government (G2G)&
Government to employee (G2E) e-Governance Service category.

It put forward the concept of paperless office by scaling down the usage of paper and
generation of draft progress reports. Through i-ProMISe one can readily avail precise
and up to date information’s in a single click, and hence the concept of hard copy- in
hand can be avoided. The system can be accessed from anywhere at any time and
through any device with internet connectivity and thus makes the user up to date with
the information, they needed.

Features
 Developed in-house at HED
 Developed at Zero Cost to the Department (PHP/APACHE/MYSQL/hosted at
SDC II/Security Audited by CERT Kerala)
 MIS Reports/Progress Reports of 13 schemes (53 formats) can be generated
and submitted online as per the work flow and it can also be tracked.
 Online status updations from anywhere, Details can be fetched without
searching office files.
 Providing a web based database which is accessible from anywhere at any
time.
 All documents pertaining with a specified work such as AS, TS, Project
Reports, Drawings, Estimates and Images etc. can be tracked and downloaded
in no time.
 Geographic locations of each project can be located with the help of google
maps.
 Latest physical and financial status of a work will be updated.
 Delay in getting information from sub-offices can be avoided.
 Departmental Review Meeting Can be Organized through this application
 Chat support for technical trouble shooting also enabled with a third party
software.
 Departmental Library Management.

Geographical: The project aimed to serve the entire Harbour Engineering

Department of Govt. of Kerala.
Scope: Can be useful for all engineering departments which are following Kerala
PWD manual

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Present Status: Monthly Progress Reports of all 13 schemes (53 formats) can be
generated through this and, hard copy submission of monthly progress reports is Not
there in HED now.

Reasons for nomination

 The application was made in-house with no cost, and it has made progress
reporting quick and simple.
 User friendly and gives all up to date information of the project in a capsule
form within seconds.
 Easily accessible and can be update in everywhere.
 Facilitates easy identification of areas of monitoring required and to track fund
flow in various project components.
 To find work related information such as AS no, TS no, other status with the
work id

RESULTS INDICATOR
Key Performance
Following are our key result indicators and their respective performance against plan-

a. e-Services and Volumes

Name of e-Service Vol. of services year-wise (No’s)
2014-15 2015-16 2016-17
Progress Report Progress Progress All 13 schemes
Generation reports of 4 reports of 5 of Progress
schemes schemes reports (53
/month /month formats) /month
Review Meeting 6 times 12 times 12 times
Library Management Total 1698 entries

b. e-Services of 2016-17 through various delivery channels (% of volume)

Online Web
Progress Report Generation 100%
Review Meeting -
Library Management 100%

The abovementioned services are delivered during cabinet meetings and

implementation status follows up.

Description of e-Services
 All offices have logins: The data updation option will be in timely basis. Eg.
Sub division users can only update the data in the last week of every month.
Division offices can update it in first 2 working days of every month, 3rd and
4th working days for circle offices like-wise. Sub division offices can only
update the physical status whereas division, circle and CE offices login can
update the financial status too.
 After updating the data: They can send the monthly progress report through
online as per the organisation work flow.

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 Digital Empowerment - A cornerstone for eGovernance

 Section, sub division, Division, Circle and CE offices will update the data: CE
office will get the consolidated data in reports format.
 The reports can be submitted to various funding agencies likes NFDB,
NABARD, RKVY, GOI and GOK etc in 13 schemes (53 formats).

Implementation
Implementation Coverage as on today
The project aimed to serve the entire Harbour Engineering Department of Govt. of
Kerala.

New Services / Enhancements

Integration of GIS with iProMISe is planned. Kerala Spatial Data Infrastructure
(KSDI) is the Nodal agency for this. All existing GIS data of HED are handed over to
KSDI. KSDI proposed a GIS map viewer in iProMISe, which shows GIS maps of
projects by using this we can easily find the project progress.

ENABLER INDICATORS
Government Process Reengineering
Previously the progress report preparation and submission was done by manual. It
will take around 2 weeks for getting a report from section office to Chief Engineers
office, and one week is needed for submitting the consolidated format from CEs
office to other external funding agencies like NABARD, RKVY NFDB etc. Chances
of occurring errors are also high in these reports. The progress report preparation was
one of a major duty in the department. One Executive Engineer, 1 Asst. Executive
Engineer, 1 Assistant Engineer and Draftsmen are spending their two week times for
preparing the progress reports in every month- a large amount of stationary items are
also wasting for this.
 Now all offices have logins: The data updation option will be in timely basis.
Eg. Sub division users can only update the data in the last week of every
month. Division offices can update it in first 2 working days of every month,
3rd and 4th working days for circle offices like-wise. Sub division offices can
only update the physical status whereas division, circle and CE offices login
can update the financial status too.
 After updating the data: They can send the monthly progress report through
online .as per the organisation work flow.
 Section, sub division, Division, Circle and CE offices will update the data: CE
office will get the consolidated data in reports format.
 The reports can be submitted to various funding agencies likes NFDB,
NABARD, RKVY, GOI and GOK etc in 13 schemes (53 formats).

Capacity Building
All training & technical support are carried out by IT cell, hence no cost is incurred
for the department.
Change Management
Hundreds of users of Harbour Engineering department are using this application daily
for their various official needs. We have offered a chat service platform along with
this application where the employees can furnish their suggestions/ grievances to the

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staff-in- charge of application and their query will be attended in spot. This facility
has greatly helped us in improving this application as we were getting responses in
time. Also, each new facility was initially introduced in a review committee of senior
officials of the department, who thoroughly analyzed, criticized and reviewed the
features before allowing it to be rolled for use.

VALUE INDICATORS
Learnings for Sharing
Being a Government department, in existence from 1980’s, majority of our users
were staff who preferred conventional mode of working. It was a tough practice to
convince them and to make them switch from manual mode to e-mode. We had to
adopt technical support from different wings, strict orders and follow up actions in
successfully implementing this service in our department. Once in use, the application
is now popular with its suitability of application and is highly preferred by the staff in
their day-today working.

Digital Empowerment
The application was made in-house with no extra cost and developed purely with the
help of open source technologies.
SMS account, Server Space and Hosting all provided by KSITM at free of cost. All
training and support are carried out by ITcell, itself. The application is basically
internal application of Harbour Engineering Department.

Green e-Governance
Thei-ProMISe application reduces a large amount of stationery items (Around
5000nos A4 sheet papers are saving in every month).

Shri P K Anilkumar, Chief Engineer, Harbour Engineering Department,

Government of Kerala, [email protected]

Shri Sujithkumar V K, Manager e-Governance/Draftsman, Harbour Engineering

Department, Government of Kerala, [email protected]

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 URJA Mitra
REC Transmission Projects Company Ltd, Government of India

Ritu Maheshwari and Bhupender Gupta

Project Overview
One of the major problems being faced by power consumer is untimely power cuts
without any intimation to consumers. This used to result into unsatisfied consumers
and lead to protests, gherao etc. and at times also indulge in unlawful activities of
damaging public property. The challenge therefore was to find out an affordable and
effective solution that would proactively advise the consumers of likely power
outages and provide an interactive grievance redressal platform, instead of relying on
reactive mechanisms. Hence, Urja Mitra was conceived as a comprehensive system
based on below objectives:
a. Direct Government-citizen engagement on power scenario
b. Prior Power Outage information to consumers at their doorsteps
c. Use of a low cost, Technology based solution to reach out to vast 1.25 billion
population (25 million power consuming households), spread across 35
States/Union territories, speaking varied Languages, almost 25% of them living
Below Poverty Line.
d. Providing Interactive platform for Consumers-government officials on power
outages
e. Enhanced Consumer satisfaction
It is also crucial to mention that India has a high Mobile penetration of almost 1
billion users, with as high as 125 million smart phone users. Similarly, Overall
Internet penetration in India is currently around 31%. So Urja Mitra uses a
combination of mobile/wireless/digital technology to engage and connect with
Indian citizens, at their doorsteps. Urja Mitra is a first of its kind of an application
which provides a Central platform (www.urjamitra.com) as well as Mobile App (iOS
version and android version with name Urja Mitra) for State Power Distribution
utilities to disseminate Power Outage information to urban / rural power consumers
across India through SMS/email/push notifications. Power Consumers across the
nation shall have prior intimation of expected duration and cause of scheduled power
outages and post fault intimation of unscheduled power outages duration. It shall also
provide a platform to view real time power outages in any part of the country, lodge a
complaint on power outages. Stakeholder connect is ensured by providing for
vernacular mobile apps, which can be used by field staff to trigger power outage
information/view ongoing outages/take corrective action on outage complaints etc.
It specifically caters to the most vulnerable sections of the society as the power
outage information is disseminated in vernacular languages to all categories of
consumers. The mobile app also is available in 5 vernacular languages Hindi,
Assamese, Gujarati, Oriya and Telugu apart from English to cater to each and every
citizen of India and is being extended further to other languages to maximise reach.
Urja Mitra mobile application is available on Android & iOS platforms. It enables
consumers to view real time outage information in their/ any part of the country and
also lodge a complaint with their power distribution company, in case of power cuts.
Field staff of power distribution company can also use the mobile application for
broadcasting power outage information to their consumers.

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 URJA Mitra

Existing Grievance Redressal Call Center of Discom: The consumer triggered

power cut related complaints & information related to any outage is also readily
available with the Call Centre executives for prompt and necessary action at their
end.

Metering System: Urja Mitra system is integrated with MDAS for various Discoms.
Whenever there is any outage captured on real time basis by MDAS, the same
information is passed onto the concerned officials of Discoms so as to ultimately
reduce the turnaround time between the occurrence of an unscheduled outage and its
information dissipation.

Discom websites: To ensure maximum reach, the outage related information for that
particular Discom shall be available on its website also through integration with Urja
Mitra. S/W: J2EE, Hibernate, Spring, JSP, Servlet, Angular JS, MySQL, HTML,
CSS, Bootstrap. Middle Ware: JVM, JRE, JDK1.7. H/W: Cloud Server 4 Server (2
application and 2 Database) 16v CPU with 64GB RAM. The web portal has been
security audited by a Cert-in empanelled agency. The Urja Mitra application has been
hosted on NIC Cloud server and data is backed up every 24 hours for disaster
recovery and service continuity.

RESULTS INDICATORS
Power Outage Information 65,000 outages for the year 2016-17 and e-Services
through SMS is 6 Crores. All power outage information is made available online and
on SMS to the consumers. Power Consumers across the nation shall have prior
intimation of expected duration and cause of scheduled power outages and post fault
intimation of unscheduled power outages duration. The key benefits directly resulted
from this initiative are as follows:
o Psychological relief, enhanced satisfaction and better work plan for
consumers: With the availability of power outage information i.e. date/ time
of its occurrence and restoration on the fingertips of consumers, consumers
plan their day in an efficient and effective manner. For an industrial/
agricultural consumer, if the power outage information is available first hand,
they can plan the work schedule of the industry/irrigation facility according to
the information received thereby saving on cost directly promoting inclusive
and sustainable growth. Availability of prior and timely power outage
information at consumer doorsteps addresses the consumer concern of being
“Without Power”, making them feel more empowered and satisfied.
o Proactive direct Government-citizen connect: Urja Mitra has inverted the
power system pyramid i.e. instead of consumer reaching Government, now
Government is proactively reaching consumers and delivering the power
outage information at the consumer’s doorsteps free of cost.
o Social Empowerment: Urja Mitra uses information as a tool for social
empowerment of all sections of society. It is for society at large and provides
free of cost power outage information to all the consumers without any
discrimination based on cast, creed, region or type of consumer. Moreover,
Vernacular sms and mobile apps ensure wider penetration of impact.

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 Digital Empowerment - A cornerstone for eGovernance

o Supplements 24 × 7 Power for All initiative: This initiative also supplements

the 24 × 7 Power for All initiative of Government of India. Now, the
consumers can compare the power availability in their area with other areas of
country and this is forcing Discoms to increase the supply hours which has
benefitted all the stakeholders, supplementing 24 x 7 Power for All initiative.
o Enhanced Transparency & Accountability of Government: With the
availability of the power outage information across the nation available on a
single platform, the level of transparency in working in Government has
increased manifolds. It also enhances accountability of Government towards
citizens as this initiative makes every official down to lowest level accountable
for timely redressal of every single power outage. It is also serving as an
effective tool for Electricity Regulators to ensure committed power supply by
concerned distribution companies.
o Ensures better grievance redressal on power outages and hence strengthens
relationship between Government, Power distribution companies & the power
consumers.

Economic Benefits to Government & Discoms, promoting inclusive economic

growth: Since consumers feel more satisfied on account an active participation in
power outage management system, they are making timely payments of electricity
bills thereby improving financial health of the Discoms. The law & order issues
during power cut have also reduced and as no harm is done to the Sub-station
equipment or property, this has resulted into great financial and resource saving for
the States and Discoms. Better work planning by commercial/industrial sector is
pushing up the growth.

Implementation
Currently, Urja Mitra application has been designed to disseminate Power Outage
information related to 11 kV Feeder level across India to urban / rural power
consumers through vernacular SMS/email/push notifications. It provides free of cost
power outage information to all the consumers without any discrimination based on
gender, cast, creed, region or type of consumer thereby promoting equality and
empowerment. The mobile app also is available in 5 vernacular languages Hindi,
Assamese, Gujarati, Oriya & Telugu apart from English to cater to each and every
citizen of India.

News Services / Enhancements

The Urja Mitra application is being extended to disseminate Power Outage
information from 11 kV Feeder level to Distribution Transformer level (which is the
last leg of power distribution). Afterwards, the Power Distribution companies can
broadcast power outage information to consumers in case of any Distribution
Transformer outage also. The Mobile app is also being extended in other Indian
vernacular languages so as to maximise the reach and benefits of the scheme.

ENABLER INDICATORS
Pre-Implementation
A wide consultation was carried with various stakeholders viz Central Government of
India, State Government & Discoms, so as to gain insight & first-hand experience

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 URJA Mitra

about the problem in hand. From the discussions, it was felt that there is strong need
of one stop solution for Power Outage Management which can address consumer
discontent on power outage and involve all stakeholders in a decentralized manner.

Implementation & Development

Based on the stakeholder consultation, Urja Mitra was designed as a three pronged
model. Its proactive model would ensure automatic power outage information
dissemination to consumers at their doorsteps. The interactive model would ensure a
two-way automated communication between the consumers and power officials on
power outages. Last but most important, the reactive model would ensure timely
redressal of the power outage related complaints. Hence, it would address the
consumer discontent on account of non-availability of power coupled with no prior
intimation on expected time/ cause of power outage. The implementation of above
three models involved the following components:

a. Development of Urja Mitra web portal and Mobile App: To reach out to
maximum number of power consumers at the lowest cost in an efficient manner
Urja Mitra web portal and consumer Mobile App were conceived and developed.
Also, to empower very last person in a Discom, the Mobile App was designed in
such a way that, after logging in app, same can be used by them for broadcasting
outages and any subsequent actions thereafter. To maximize reach, it has been
designed in various vernacular languages also.
b. Migration of electricity feeder wise consumer data with mobile numbers into
the system: Electricity feeder wise tagged consumer data with mobile number
was migrated into the system, successively for all Power distribution companies.
c. Integrating metering Systems (MDAS), Call Centre & Website of the
Discoms:In order to make it a comprehensive system, following integrations are
there in the Urja Mitra application:

i. Existing Grievance Redressal Call Centre of Discoms: The consumer

triggered power cut related complaints & information related to any outage
is also readily available with the Call Centre executives for prompt and
necessary action at their end.
ii. Metering Systems: Urja Mitra system has been integrated with MDAS
system for various Discoms and whenever there is any outage captured on
real time basis by MDAS, the same information is passed onto the concerned
officials of Discoms so as to ultimately reduce the turnaround time between
the occurrence of an unscheduled outage and its information dissipation.
iii. Discom websites: To ensure maximum reach, the outage related information
for that particular Discom shall be available on its website also through
integration with Urja Mitra.

Training
Comprehensive training of all officials, right upto the lowest field functionary, of
concerned Power Distribution Companies, was conducted by RECTPCL. This
training was conducted at the Discom headquarters/ their smaller functional units to
make it effective & interactive.

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 Digital Empowerment - A cornerstone for eGovernance

Monitoring & Evaluation

The system is being monitored on a weekly basis by RECTPCL through one on one
meetings with concerned Discoms. Government of India also monitors it on a
monthly/ quarterly basis. The evaluation of the same has been done by various
agencies as in – reputed NGOs like Prayas group, established Private power sector
rating agencies as in CRISIL, academia as in National Institute of Technology, State
of Meghalaya etc. In order to make consumers aware of Urja - Mitra, representations
were sent to various exhibitions across the country by RECTPCL. Further, the word
was spread through Social Media via Face Book, Twitter, Newsletters etc. to inform
everyone about this initiative and its benefits.

VALUE INDICATORS
Learnings for Sharing
There were various obstacles/ challenges faced during the development and
implementation of the initiative in Discoms. Two main problems faced and the way
they were addressed is as below:
 Availability of Electricity Feeder wise tagged Consumer Data: Complexities
of Electricity distribution system in dense urban areas as well as in far flung rural
areas pose major challenges of ensuring tagging of consumer mobile networks to
their home electrical networks, so that outage information of power outage only
in their relevant electrical network is disseminated to them. While many
DISCOMs had consumer mobile numbers tagged to the relevant electrical
network, many others were not in such a state of readiness. In order to facilitate
the Discoms in collection of consumer mobile number, RECTPCL made
provision of funds to the Discoms so as to maximize the mobile number
availability and reach of this initiative. This has incentivized Discoms in a big
way and large reach of 75 million consumers shows that the obstacle has been
overcome effectively.
 Involvement of Discom field staff: Urja Mitra initiative is an example of
decentralized governance. The initiative is centrally conceived and monitored,
but operated at grass-roots level at the States, DISCOMs and line Engineer’s
level. The initiative was started with considerable amount of engagement with
field level staff and Engineers in form of workshops, motivation and training
sessions to reduce the initial resistance. The progressive rollout of broadcasting
push messages to consumers has seen a considerable reduction in the number of
consumer queries, which leaves them, time for productive work. The
acceptability levels of DISCOM line Engineers and Staff has also increased in
areas where Urja Mitra has been rolled out.

Lastly, any scheme should benefit the people at large for its success. In Urja Mitra,
with the availability of power outage information i.e. data/ time of its occurrence and
restoration on the fingertips of consumers, consumers plan their day in an efficient
and effective manner. For an industrial consumer if the power outage information is
available first hand, they can plan the work schedule of the industry according to the
information received thereby saving on cost directly. Similarly, an agricultural
customer can plan the irrigation facility based on the power outage information
received.

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Digital Empowerment
o Financial Inclusion: It provides free of cost power outage information to all
the consumers without any discrimination based on gender, cast, creed, region
or type of consumer thereby promoting equality and empowerment. These
features make it a system promoting equality within society.
o Vernacular Language: For any initiative that has to connect with the length
and breadth of the country, local language is also of utmost importance. As in
the case of Urja Mitra, the outage information is sent in vernacular languages
so that any society of the country be it rich or poor, educated or uneducated
can understand the information and feel connected and empowered. The
mobile app also is available in 5 vernacular languages Hindi, Assamese,
Gujarati, Oriya & Telugu apart from English to cater to each and every citizen
of India and will be extended further to maximize reach.
o Demographic: It is important that any new initiative must maximize the use of
the technology and be free from biases based on gender, cast, creed, color,
religion etc. As in the case of Urja Mitra initiative, maximum use of the
Information Technology has been made and also the information / benefit is
easily accessible to all the categories of consumers through web portal, app
and SMS. The initiative has also given the citizens the “Right to Ask” from
their Discoms. This can be justified from the very fact that till date consumers
data of approx.. 10.30 Crore rural/urban consumers has been migrated into the
system and approx. 9 Crore power outage SMS have been sent to the
consumers.

Green e-Governance
The application is hosted on Cloud based environment and no physical ICT gadgets/
infrastructure has been created.

Smt Ritu Maheshwari, IAS, Chief Executive Officer, REC Transmission Projects
Company Ltd. [email protected].

Shri Bhupender Gupta, Addl. CEO, [email protected], [email protected].

543
 Section – V
Sustenance Category
 Sustenance Award Category Background

K S Vijaya Sekhar

Sustainability can be interpreted as continuityof something for over a period and also
has the potential to sustain in the future. With that notion, CSI Nihilent e-Governance
Awards (CNeGA)is trying to identify sustenance of such potential eGovernance
projects with a specialized approach. When CNeGA completed it’s 10th year, the
members opined to revisit the past awardees to see how they are doing. This
materialized in the year 2011 since then CNeGA is reconnecting with the awardees
under excellence category projects and making an effort to see where they are.
Measuring sustainability in eGovernance projects is a challenging task
yet,CNeGA2017 as was done for previous year’s - invitedawardees of the year 2012.

The nomination template was designed with a focus which is different than the
regular project template.Between 2012, the year of their award and 2017 - the current
year, many things about the award winning project might have changed at the ground
level. The ICT solutions (Platform, architecture, functionality etc) on which the
project rests may have changed, some of the team members may have moved on, the
transaction volumes handled and the number of services provided may all have
changed. Any of such changes would have bearing and impacts expected
outcomes.Given the complex milieu in which e-Government projects are
implemented, those projects which sustain themselves for five years + are
noteworthy. It is opined that such projects should not only be held in esteem but also
should be prominently recognized in order to encourage more implementationto draw
the inspiration for other implementers.

In an article that follows, Dr.AmbujAnandof IIM Ranchi has compared two projects -
one national level and, another is state level using three-factor model – economic,
social and environmental to illustrate the sustenance.

This year’s nomination for participation was sent to six winners and four of them
have responded and participated. Successful entries under this category are presented
with the “Award of Sustenance”.

CNeGAas a forum,encourageimplementers to design and deploy the

projectsvisualizing sustainabilityin long run.Despite political changes, reshuffle of
bureaucrats, there needs to be a notion among the stakeholders to save such projects.
The rigour in that direction gives more visibility to the ultimate beneficiaries -
Citizens.

“Speed is irrelevant if you are going in the wrong direction — Mahatma Gandhi”

547
 Sustainability of eGovernance Projects –
A Multi-Dimensional Construct

Ambuj Anand

The most intuitive understanding of sustainability is long term existence. Practically,

however, an implicit expectation of performance is subsumed within the meaning of
sustainability. Extant literature combines these and identifies three dimensions of
sustainability viz., economic, social and environmental (Gladwin, Kennelly and
Krause 1995). In this article, these three dimensions are mapped and presented in the
context of e-Governance projects and their sustenance in India. To illustrate the
concept of sustainability, two e-Government cases –ManavSampada of Himachal
Pradesh and the Passport Seva Project have been considered.

This paper is divided into two broad sections. I first briefly describe the two e-
Government projects. Later, the three popular dimensions of sustainability have been
discussed along with some important inferences drawn from the two e-Government
cases.

1. CONTEXT
The two projects discussed in this article are nominees in the CSI Nihilent e-
Governance Awards 2017 - ‘Sustenance Award’ category. Both the projects are
‘Award of Excellence’ winners five years earlier which made them eligible to
participate in the Sustenance Category award process. The review and assessment
process involved acceptance for participation by the invited organization, review of
the nomination document and some field visit/interactions to validate the current
status of the project. A separate team assessed such projects from ‘Sustenance
Award’ perspective. This article is presented to validate the three dimensions of
sustenance and observations there in, are mainly for illustration purposes.

2. E-GOVERNMENT PROJECTS
Both the projects –ManavSampada of Himachal Pradesh and the Passport Seva
Project– have sustained for over five years and more. The period of evaluation has
been 2012 to 2017. These projects are described below and have been mapped to the
three dimensions of sustainability.

ManavSampada of Himachal Pradesh is an HR solution for the State Government

employees. It offers integration of applications such as e-Salary, e-Gatg, e-Samadhan,
e-Sameesha, e-Attendance, e-Sanchalan and e-PDS. This solution was later
developed as a software product and replicated in other parts of the country.

The Passport Seva project of the Ministry of External Affairs (MEA) attempts to
improve the delivery of passport services to Indian citizens. This project has
experienced initial hiccups including significant delays in project implementation.
However, today this project has evolved as one of the most citizen centric
Government to Citizens (G2C) e-Government services. Based on the feedback
collected at the Passport SevaKedras, the Citizen Service Index has improved from
99.74% in 2012 to 99.87% in 2017.

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 Sustainability of eGovernance Projects - A Multi-Dimensional Construct

In the following section, I present the data presented in the nomination documents to
illustrate the three dimensions of sustainability.

Dimensions of Sustainability
The three popular dimensions of sustainability are economic, social and
environmental.

Economic Sustainability
The ‘economic’ dimension of project sustainability generally refers to the capability
of a project to generate revenue or profit over a certain period (Harris, Kumar &Balaji
2003). However, e-Government practitioners often argue that in the context of e-
Government projects, revenue/profit generation is often not one of the primary goals.
A successful/sustainable e-Government project can have various funding models such
as (1) fully funded by government, (2) public private partnership (PPP) with periodic
funding by government, (3) PPP with user charges collected from citizens and (4)
PPP with partial funding by government as well as user charges collected from
citizens.
Table 1: Funding model of e-Government projects

Total Total
Funding Funding financial financial
eGovernment
model in FY model in FY outlay by outlay by
Project
2011-12 2016-17 Government Government
in FY 2011-12 in FY 2016-17
ManavSampa Government Government INR 600 INR 50 Lakhs
da of financed financed Lakhs (largely for
Himachal initiative initiative (involved training)
Pradesh development
cost)
Passport Seva PPP funded PPP funded INR 2,459 INR 15,400
Project by periodic by periodic Lakhs Lakhs
payment payment
from the from the
Government Government

In ManavSampada project, the funding model has sustained but the level of funding
has reduced from 600 lakhs to 50 lakhs over a period of five years.

In terms of the funding model, the Passport Seva project is unique. It runs on a PPP
model with periodic funding by the Government of India. In FY 11-12, the financial
outlay for this project was INR 2,459 lakhs which increased to INR 15,400 lakhs in
FY 16-17 (refer Table 1). This clearly indicates that a successful/sustainable e-
Government project can also depend on Government grants as its main source of
funding. This argues well for other projects seeking Government funding. Several
other e-Government projects with services targeting vulnerable sections of the society
may also be supported by Government grants throughout the project lifecycle. Thus,
the Passport Seva project indicates that self-generation of funds should not be
interpreted as economic sustainability. In projects where user charges collected from

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 Digital Empowerment - A cornerstone for eGovernance

citizens is not the only source of funding, project performance can be considered as a
proxy for economic sustainability. Several alternative measures can be considered for
measuring project performance. Number of user transactions and number of services
digitized are two such performance measures. Table 2 lists these performance
measures for the above discussed projects.

Table 2: Performance measures of e-Government projects

Number Number Total number Total number

eGovernment of services of services of of
Project in FY in FY transactions transactions
2011-12 2016-17 in FY 2011-12 in FY 2016-17
ManavSampada of 7 14 41,00,377 1,42,30,892
Himachal Pradesh
Passport Seva 2 6 19.77 Lakhs 1.03 Crore
Project

Two key points can be inferred from the transaction level data of the three e-
Government projects in Table 2. First, during the five-year period in which these
projects were evaluated, the number of services offered as well as the total number of
transactions has significantly increased. Second, the Government grant provided for
these projects has not followed the same trend. In fact, in the case of the
ManavSampada project the trend has reversed. Hence, I argue that such performance
measures are better proxies for economic sustainability, as compared to funding
models/ self-generated funds of e-Government projects.

Social Sustainability
Sustainability along the social axis can be interpreted as having minimum or if
possible, no adverse impact on the physical and social lives of its end-users. One of
the important goals for any G2C e-Government project can be to ensure inclusiveness
for all target sections of the society. Other goals along the social sustainability axis
could be to cater to the privacy and security concerns of individuals (Cutter, Boruff&
Shirley 2003).

In the Indian context where a significant part of the population is ICT illiterate, any
digitization initiative may have a possibility of a negative social impact. Such an
observation based on interactions with practitioners, in general. Some of them
justified the lack of concerns by highlighting the problems encountered by the
concerned societal sections in the existing service delivery systems. In some of those
interactions, the concerns of privacy were acknowledged but were consistently ranked
low on priority.

It can be argued that a lack of concern for social sustainability indicates a pre-mature
stage of e-Government projects. In order to increase the effectiveness of the
government projects, any identified gaps which rank high on this dimension requires
to be addressed.

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 Sustainability of eGovernance Projects - A Multi-Dimensional Construct

As far as the broader social sustainability dimension is concerned, at least some

initiatives have been taken in by both these projects. The most common among them
is the facility of multilingual application. The ManavSampadaprojects is a duo lingual
(English and Hindi). The toll-free number based call center of Passport Seva Project
is available in 17 languages on a 24X7 basis. Extensive workshops and trainings were
conducted for the Government employees to ensure effective adoption of the
ManavSampada project.

The Passport Seva project ranks high even on the social sustainability dimension. All
Passport SevaKendras are equipped with special facilities for senior citizens, women
with children and physically challenged applicants. For the convenience of citizens
who have limited knowledge and access to digital means, Passport Seva has
collaborated with Common Service Centres (CSCs). Citizens can approach CSCs for
online filing of application, payment of fees and scheduling of appointment at a
nominal charge. More than 5.25 lakh citizens have availed themselves of the CSC
services. The project has also deployed alternative service delivery models like
opening up Passport SevaLaghu Kendra (PSLK) and Post Office Passport
SevaKendras (POPSK), Passport SevaMela and Passport Camps. The Passport
SevaMelacater to unexpected surge in demand and the Passport Camps cater to the
needs of remote location users.

Environmental Sustainability
Negative social impacts such as marginalization of a population segment, violation of
individual privacy and adverse environmental impact, deserve important
consideration in sustainability studies (De 2006). While the first two have been
discussed as a part of social sustainability, the last one can be considered as a separate
dimension of sustainability in itself. Melville (2010) suggests that environmental
sustainability of an e-Government project would mean judicious use of technology,
reducing and recycling e-waste and using energy efficient equipment.

As regards the projects on hand, ManavSampada project talked about reduction in

carbon footprint through reduced use of paper and reduction in manpower (hence
associated savings in consumption of petrol and diesel). These projects are
representative of the larger e-Government environment in India. The Passport Seva
project is however different and has performed distinctly better in terms of their green
governance initiatives. They procure hardware from energy star compliant vendors.
They attempt to minimize generation of e-waste by extending the useful life of
devices. They follow WEEE (Waste Electric & Electronic Equipment) directives for
e-waste disposal.

Two inferences can be drawn from the green governance practices planned or
adopted by these project owners. Reduced usage of paper increases overall
environmental sustainability and at least some practitioners are aware about it. The
broader issue of green technology which includes judicious use of technology,
reducing and recycling e-waste and using energy efficient equipment is still to gain
traction at the level of practice.

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 Digital Empowerment - A cornerstone for eGovernance

CONCLUSION
Sustainability of e-Government projects can be measured across three dimensions –
economic, social and environmental. Often, economic sustainability takes precedence
over the other two types of sustainability. Owing to the nature of e-Government
projects, the traditional method of using revenue and profit-based measures to
understand economic sustainability is not very appropriate. Performance measures
like the number of digital services offered and the total volume of transactions can be
used as a proxy to measure economic sustainability of e-Government projects. India
is a diverse country. Diversity in terms of language, culture, geography (rural vs
urban) and literacy necessitates focus on social sustainability. Some of the features
like integration with CSCs, development of multilingual applications and websites do
facilitate enhancement of social sustainability of e-Government projects. Several
other such measures can be taken to reach out to the underprivileged sections of the
society. Lack of awareness about environmental sustainability indicates that a lot
more needs to be done to increase the awareness among practitioners.

References
Cutter, S. L., Boruff, B. J. & Shirley, W. L. 2003, ‘Social Vulnerability to
Environmental Hazards’, Social Science Quarterly, 84, 2, pp. 242–261.
De, R. 2006, Evaluation of e-government systems: Project assessment vs
development assessment. In Electronic Government: 5th International
Conference, EGOV 2006, Kraków, Poland, September 4-8, 2006. Proceedings,
pp. 317-328. Springer Berlin Heidelberg.
Gladwin, T.N., Kennelly, J.J. & Krause, T.S. 1995, ‘Shifting paradigms for
sustainable development: Implications for management theory and research’,
Academy of management Review, 20, 4, pp. 874-907.
Harris, R.W., Kumar, A. and Balaji, V., 2003.Sustainable telecentres?Two cases from
India. The digital challenge: Information technology in the development
context, 8, pp.124-135.
Melville, N.P. 2010, ‘Information systems innovation for environmental
sustainability’, MIS quarterly, 34, 1, pp. 1-21.

Dr Ambuj Anand, Assistant Professor, Indian Institute of Management Ranchi

Jharkhand, [email protected]

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Digital Empowerment - a word that implies a digital world - where population is digitally
literate; adequate Digital Infrastructure and availability/accessibility to everyone
assured; Universal digital literacy exists; resources are digitally available and accessible
in local languages; Mutual digital stages for participative governance and transferability
of entitlements for individuals, happening through the Cloud.
This book “Digital Empowerment -a cornerstone for eGovernance” presents the
Indian Government authorities hard work, determination, continuity, experience and
knowledge sharing of their achievements of transformation from Digital India to Digitally
Empowered India.
Embracing the select ‘e’ and ‘m’ Governance projects, the book provides a platform
to the CSI Nihilent eGovernance Awards (CNeGA) 2017 participants to share their
experiences, as well as enabling them to put their contributions to make the country
Digitally Empowered.
The projects present an insight of critical success factors to gain the set targets of the
project, categorized further in result and enablers indicators. The projects on ‘e’ and ‘m’
Governance initiatives are associated with Infrastructure, Scholarship, Women
Empowerment and Safety, Mid-day meal, General Administration, Transportation,
Health, Payment, Electricity services, Grievance redressal, Human Resourses and
Financial services etc.
For eGovernance practitioners, canvassers and professionals, compendium
published under the series 'Selected e-Governance Initiatives' by Computer Society of
India's Special Interest Group on eGovernance (CSI-SIGeGov) persist to endow with a
rich source of information for discerned readers.

ISBN: 978-93-8681-998-7