Role of ICT in Administration 1

UNIT 4 ROLE OF ICT IN ADMINISTRATION

Structure

4.0 Objectives

4.1 Introduction

4.2 Role of ICT in Administration

4.2.1 Internal Administration

4.2.2 Planning and Decision Making

4.2.3 Service Delivery

4.3 Conclusion

4.4 Key Concepts

4.5 References

4.0 OBJECTIVES

After studying this Unit, you should be able to:

 discuss the essential components for ICT implementation in administration;

 examine the role of ICT in the vital areas of administration; and

 suggest measures for effective implementation of ICT in administration.

4.1INTRODUCTION

ICTs have emerged, as major instruments in facilitating and enabling the restructuring
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of hierarchical organizations, re-engineering of work processes, and effective and

participative decision-making.

In this Unit, we will discuss the role of ICT in facilitating three vital areas of

administration, namely,

 Internal Administration;

 Planning and Decision Making; and

 Service Delivery

We will now discuss the role of ICT in the three vital areas of administration individually.

4.2 ROLE OF ICT IN ADMINISTRATION

ICT enables administration to be efficient and effective by facilitating the three core areas
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of its functioning. It helps administration perform its public functions by simplifying the

work processes and internal functioning via internal computerization and automation, thus

fostering transparency and accountability. Further, ICT facilitates policy formulation through

multi-stakeholders participation enabling administration to incorporate the ideas and

suggestions of professionals, academicians, private sector, civil society organizations,

media, community, and individuals in policy making. In addition, it renders public

goods and services to the people by making the service delivery much more convenient,

citizen oriented, and cost-effective.

We will now examine these roles in detail.

4.2.1Internal Administration

ICT:

 tends to reduce the inordinate delays in file processing and movement caused by

multiple levels in the departments/organizations (Gupta, et.al). From the lowest level

of receipt of application to the highest level of action taking is the involvement of

online file movement. Once the concerned official does noting, it is sent online to the

next official. Hence time is not wasted in unnecessary physical movements.

Computerized database is available for ready reference and it becomes possible for

the officials to reduce the number of file movements;

 promotes centralized storage of files and data. This enhances maintenance, reduces

unnecessary effort, minimizes storage place, and lessens security risks. As the files

and data are maintained in the electronic form, location and retrieval becomes easy

and time saving. The entire office management system is electronised;

establishes efficient communication system between employees of departments thereby

reducing wastage of time. Technology promotes connectivity and closer collaboration

between departments and helps them to work in an integrated manner increasing

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overall productivity and reducing time overheads. This will not only benefit the

employees of the organization but also the citizens, who would experience a much

shorter turnaround time and a greater degree of transparency (paraphrasing Gupta,

et.al);

 replaces the manual system of using standard process sheets and similar documents

for processing leave applications, transfer orders, or General Provident Fund

advances of the employees. These process sheets can be maintained in the

electronic form in a computerized environment (Gupta, et.al); and

 shapes the environment in, which the department is operating and enhances the

knowledge and skills required by administrators and staff. It facilitates organizational

learning and adaptation to the changing global environment by way of partnership,

participation, information sharing, and delegation- a complete shift from the

functionaltraits of classic administration.

Now there is a shift from the traditional administration to a modern electronised

administration. ICT modernizes the traditional pattern of administrative functioning in the

following way:

Traditional Administration Electronic Administration

 Unwieldy paper files Computer based files

 Hierarchical authority Networked power

 Wielding power through hiding information Empowerment by sharing information

 Expenditure orientation Performance orientation

 Individualistic Organizational

 Batch processing Online processing

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 Delayed access Instant access

 Delayed response Prompt response

 Manual data entry Electronic data entry

 More time for routine repetitive work More time for creative work

 Fear of unknown IT savvy

 Status quo Continuous improvement

Source: Jagdish Kapoor

4.2.2 Planning and Decision Making

ICT enables planning and decision making with the help of following applications:

 Information Systems

Storage of information in electronic databases opens up significant possibilities for sharing

information and creating new information and knowledge. Such information can be

retained, as individual data elements, as combinations of data to support decision-

making, and as accumulated knowledge and wisdom (Gupta, et.al.). Information

collected for one purpose can be re-used for multifarious policies and plans. Geographic

Information Systems have enabled effective planning and decision-making by

government departments.

Geographic Information Systems (GIS)

GIS are special category of Decision Support Systems that can capture, store, check,

integrate, analyze and display data using digitized maps. Every record or digital object

has an identified geographic location. By integrating maps with spatially oriented databases

and other databases, government departments can generate information for planning,

problem solving and decision making, thereby increasing their productivity and quality of
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decisions. With help of GIS, use and analysis of spatial information in conjunction with

connected socio-economic information is possible, which provides an ideal basis for

planning. GIS is used for systematic town planning, establishing network, taking stock

of country’s agricultural and other resources, identifying natural resources through remote

sensing; and developing infrastructure projects through spatial digital information to meet

the growingneeds of urbanization (Gupta, et.al.).

GIS has been used for local level development planning in the country. The Department

of Science and Technology has implemented a UNDP assisted Project on ‘GIS-Based

Technology for Local Level Development Planning’ in association with leading academic

institutions, data generating agencies, and NGOs in the country. The Project helps in

local level planning by using remote sensing, GIS, and modern data communication

facilities. Tools and techniques, such as, Geo-referenced Area Management or the

GRAM++GIS package and Decision Support Modules were used for selected sectors of

local level planning, for example, water resources management, land use planning,

energy, budgeting, and infrastructure development (http://www.undp.org.in).

 Connectivity

Connectivity among various government departments is provided horizontally and vertically

through LAN and WAN. With networking they are able to smoothly transfer files, papers,

records, information and notifications on intranet. Transfer and exchange of data is now

immediately done. Wide area network has helped in linking state headquarters with district

and cities and even the villages. Departments are now able to stay connected with their

local units. Reports and data from the grassroots offices can be sent via e-mail. Linking

the offices at the cities’ and village level has helped in policy monitoring.

Project implementation and monitoring can be done with the help of such networking. A

system for monitoring of various aspects of rural development schemes implemented at the
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district level has been made available to the Department of Rural Development. The state

and central government departments can monitor online the progress made in the

implementation of the poverty alleviation schemes. This has been implemented in State of

Madhya Pradesh.

 Video Teleconferencing

Video teleconferencing can be used to decide urgent matters in consultation with senior

officers without calling them over from their offices. This will make them accessible to the

people even while being in a position to confer with other officers in matters which are

urgent and cannot wait for a formal meeting to be convened.

The state departments are able to address their units with the help of this Network. The

Network connects the State Headquarters with key locations in the district and cities and

provides video teleconferencing which is used by the Chief Minister, Ministers and Heads

of Department to hold frequent reviews of various programmes without requiring the

district officers to travel and be physically present in the State Headquarters. This has

proved to be extremely effective tool for managing natural calamities and drought relief,

handling health related epidemics, tracking performance and organizing state-wide

campaign for various programmes and themes.

Teleconferencing has enabled citizens’ participation in decision-making, especially in

matters concerning them.

ICT has further enabled a direct form of democracy through e-polls, e-consultations, e-

discussions and e-ballots. Political parties, governmental institutions, non-governmental

organizations, and media get the opinions and feedback of the people through e-polls

on policy matters and on crucial issues. The suggestions are important inputs to planning

andpolicy making by the government.

4.2.3 Service Delivery

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ICT helps administration to perform its duties towards citizens by efficient and effective

delivery of public services. With ICT enabled service delivery, administration is able to

provide:

 qualitative and comprehensive information on departmental websites, especially in

local languages. Government departments also host notifications and various Acts

promulgated from time to time on the web. Government is now able to provide

information to those, who are living in remote and disadvantaged areas, where they

have no access to libraries, newspapers etc.

Most of the state governments are now hosting bilingual websites enabling easy

access to information and services by the people. Information on utility services

and welfare schemes, as those given below, is now being hosted on bilingual

websites.

i. rural services relating to land records;

ii. police services concerning FIR registration and lost and found matters;

iii. social services relating to pension scheme, schemes for elderly and widows,

schemes for physically challenged, licenses, motor vehicle registration, ration

cards, certificates relating to births and deaths, domicile, caste/tribe etc;

iv. public information regarding employment exchange registration, employment

opportunities, examination results, hospitals/beds availability, railway time tables,

airline time tables, government notifications, government forms, government

schemes etc;

v. agricultural information on seeds, pesticides, fertilizers, crop disease, weather

forecast, and market price;

vi. utility payments of electricity, water, and telephone;

vii. commercial services pertaining to taxation and return filing; and

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viii. public grievances matters pertaining to civic amenities, such as electricity, water,

telephone, ration card, sanitation, public transport etc. (Sawhney).

 integrated and seamless services to the citizens. All service providers, all services,

and all service channels are integrated to provide seamless services to the people.

It is now possible to deliver the services seamlessly across governments and across

delivery channels using internet, telephone, and service counters. Citizens are able

to access the services in a seamless fashion (fluid, agile, integrated, transparent,

and connected), as per their needs (Kernaghan). Thus, they are saved from

travelling distances and spending time and money for getting services, as everything

is available at a single window centre.

The single window system will provide all government services and information

online at a single point that can be a web portal or a CSC.

In Andhra Pradesh, government departments and organizations are providing

public services through the single window and one-stop shop, namely, e-seva

kendras and city civic centres. The people can visit the e-seva kendras and city

civic centres and avail information on employment schemes, development

programmes, and government notifications. Departments can now get online

payments on the utilities (electricity, water, and telephone) they provide to the

citizens. Departments have now enabled the people to file returns and taxes, lodge

grievances, and apply for various certificates using e-seva or civic centre

facilities. In addition, departments are able to host online information pertaining

to a number of social services, such as, schemes for widows, old and physically

challenged.

Civic departments are able to use one-stop centres of FRIENDS Project in

Kerala to provide public information and utility services to the people. The
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FRIENDS centres are fast, reliable, instant, and efficient networks for

disbursement of services by departments. These centres render one-stop, front-

end, IT enabled payment counter facility for citizens to make all kinds of

government payments. Hence, the government is able to get increased revenues,

as now there is no scope for intermediaries and corruption.

The National Capital Territory of Delhi has set up citizen service points, which are

being used by the citizens to access any information about government services

from any location. These citizen service points are electronically linked to

government departments through websites. The government has also put up

‘Suvidha’ Points at each department to enable the citizens a single window to

interact. At these Suvidha Points the applications are accepted and acknowledged

and the citizens are given a date by, which they can expect a response from the

department.

States like Tripura have opened Information and Facilitation Centres in the State

Secretariat. This enables the departments to highlight their activities and use

database at the backend to respond to citizens’ queries. Likewise Delhi, Orissa

and Rajasthan have undertaken similar initiatives in service delivery.

NIC has developed a web-based Public Grievance Redressal Monitoring System

for the Directorate of Public Grievances enabling the citizens to file their

grievances to the Directorate. The system also helps in monitoring the status of

grievance redressal.

Thus, with ICT in service delivery:

 Public interaction has become maximum. One stop information centres render all

services to the people without the need for them to visit the departments personally.

Quality services are being provided with the help of conveniently located access

points. Government has facilitated comfort and satisfaction to the people, as they can
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avail public services of their own choice conveniently from any place and at any

time and in their language.

Administration has access to number of service delivery channels now. Government

usesintegrated service channels, such as, internet, website, computers, CDs, mobile

and other wireless devices, television, radio, etc. not only in delivery of services

but also in generating awareness and mobilization. Hence, ICT has provided

multiple electronic channels to the government departments to render different

types of services and to reach to those far-flung areas, which have connectivity and

bandwidth problem. ICT has ensured seamless service delivery involving all

service providers and all service channels for all services.

 Openness is ensured. Government departments have become transparent in

sharing information with the people. There is no secrecy and administration has

become open in giving information. This has ensured the right to information to

people.

 Accountability and efficiency has increased. Administration has now become

hassle free, as they are able to dispose of cases online. With service delivery

becoming integrated at both front-end and back-end, their burden of facing

hundreds of people every day and being tangled in the file work has been reduced.

Now, departments can focus on their core functions. Also, internal monitoring of

disposal of applications is possible and delay, harassment, and corruption can be

checked. The system brings in transparency relating to the number of applications

received and the concerned department to, which they relate.

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4.3 CONCLUSION

ICT in administration has led to positive developments. With ICT enabled administration,

there is/are:

 citizen-centeredness in service delivery;

 restructuring of government departments;

 better working methodologies and re-engineered work processes;

 better decision-making, implementation, monitoring and evaluation;

 increase in efficiency and productivity;

 cost effectiveness, consistency, and seamless services;

 participative and collaborative policy making;

 openness and wider accessibility; and

 accountable, responsible, and decentralized governance.

ACTIVITY

1. Let us know about some of the ICT applications being implemented in the secretariat

departments of your State.

2. Discuss the civic services being rendered by the Information and Facilitation

Counters in your locality.

4.4 KEY CONCEPTS

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Ethernet : is a frame-based computer networking technology for

local area networks. It has become the most

widespread LAN technology in use during the 1990s

to the present. In telecommunications, a frame is a

packet which has been encoded for transmission over

a particular link.A packet is the fundamental unit of

information carriage in all modern computer networks.

Telemetry : basically refers to wireless communications and is a

system for acquisition, storage and transmission of real

time data from remote locations. It is a technology

that allows the remote measurement and reporting of

information of interest to the system designer or

operator. The word is derived from Greek word-

‘tele’ meaning remote, and ‘metron’ meaning measure.

Application : software application, which includes database

programmes, word processors and spreadsheets.

Application software sits on the top of systems

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software because it is unable to run without the

operating system and system utilities. It is defined

subclass of computer software that employs the

capabilities of a computer directly to a task that the

user wishes to perform.

Spreadsheets : is an accounting or bookkeeping programme that

displays data in rows and columns on a screen. It is

a screen-oriented interactive programme enabling user

to lay out financial data on the screen.

4.5 REFERENCES

 Sawhney, A., n. d., IT Harmony, http://www.icai.org/media/ithar_july3.html

 http://www. encyclopaedia.thefreedictionary.com

 Kapoor, Jagdish, IT and Good Governance, IJPA, July-September 2000, Vol.,

XLVI, No. 3

 Gupta, M., P., P., Kumar, and J., Bhattacharya, 2004, Government Online-Opportunities

and Challenges, Tata McGraw-Hill Publishing Company Ltd., New Delhi

 Gartner Research Report for Intel Corporation, July 2001, Benefits and TCO of

Notebook Computing, Gartner Consulting, San Jose CA., quoted in Gupta et. al.,

ibid

 Unified Messaging Time Savings Study, January 2000, Published by Captaris and

ComGroup, quoted in Gupta et.al.,ibid

 http://www.nic.in
Role of ICT in Administration 15

 http://www.mit.gov.in

 http://www.delhigovt.nic.in/itpolicy

 http://www.undp.org.in

 Kernaghan, Kenneth, Moving Towards the Virtual State: Integrating Services and

Service Channels for Citizen-Centred Delivery, International Review of Administrative

Sciences, IIAS, 2005, Sage, London

 Bhatnagar, Subhash, 2004, E-government- From Vision to Implementation- A Practical

Guide with Case Studies, Sage, New Delhi

 Bhatnagar, Subhash, and Robert, Schware, 2000, Information and Communication

Technology: Cases from India, Sage, New Delhi

 http://egov.mit.gov.in/minagenda.asp