E-Governance Initiatives in Karnataka

Presentation at IIM, Bangalore

Gunjan Krishna Centre for e-Governance

Why e- Governance eGovernment Complexity- Data and knowledge Management Procedures to make administration convenient, efficient and user-friendly. To remove mystery from government processes. SMART Government Make Governance inclusive and accessible to people To reduce discretion and bring objectivity in decision making Real time decision making
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Karnataka e-Governance Goals

Single Window for All Services Anywhere & Anytime Any Device Services Total Transparency Faster decision making

Institutional Framework
Government of Karnataka

Department of Personnel & Administrative Reforms (AR-e-Gov)

Centre for e-Governance

Directorate of Electronic Delivery of Citzen Services

Institutional Framework Legal Backing

To Enhance and Promote the use of IT in the functioning of the Government in order to make the required information available to all Citizens and to provide all Services in an Efficient and hasslefree manner and identified services on an On-line basis

Legal Framework Karnataka Information Technology Act 2000 and Rules (Issue of Digital Extracts and Certificates for e Governance Projects) Rules, 2007
Appointment of departmental document security controllers, departmental digital certificate controllers and e-Governance digital systems controllers and supervise their functioning Supervise the departmental e-Governance centres and conduct periodical audit of their activities Notification of e-Governance services Appointment of e Governance delivery centres and organisations.

Karnataka Transparency in Public Procurement Act, 2002

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Infrastructure
Establishment and maintenance of the core e infrastructure to

enable Departments to plan and implement e Governance initiatives

State Wide Area Network- State Information Highway

Data, Voice and video transfer, plug and connect environment .

State Data Centre- Multi tenancy, shared services, virtualized

Data Convergence, co-hosting of services, Secure, DR, High Availability

Citizen service Delivery channels- Bangalore One, Nemmadi and Karnataka One Web portal and Portal for transactional servicesBangalore One, E procurement etc.
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Internal Process Engineering

Government Process Reengineering is one of the critical elements of the E Governance Department

Create a common core e infrastructure platform Development of application Creation of backend infrastructure for workflow delivery Hosting of centralised application, database etc in SDC Creation of frontends like Nemmadi, Bangalore one and karnataka one Provision of gap-filling IT infrastructure such as computers, printers, scanners, connectivity etc., to enable workflow automation.

Internal Process Re-engineering ReRevenue Department: Issue of various certificates (38 different certificates ) such as Caste, income, living, agriculture etc., through Nemmadi RDS application Revenue Department: Services). Social Security Pensions (5

E Procurement: Complete Process Reengineering of procurement process implemented in 165 Departments and agencies. HRMS: Completed Process Reengineering of Employee Paybill generation Implemented across all the Departments. Treasury Department: Khajane Financial Management of the Government
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Internal Capacity Building

Involvement of key department personnel

Sensitization Workshops

Regular Training to Government Users and other Stakeholders

Training-of-Trainer programs

Specialized program for administrators at department level

Continuous learning programs through online modules and classroom programs

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Investment Model
Public Private Partnership

Transaction-based Business Model

Bangalore One citizen service Delivery Nemmadi e Procurement Project etc.

Capex and Opex on a QGR Model

KSWAN SDC Secretariat Lan etc.

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Innovations
Building Blocks - Citizen Centric Reforms , Administrative Reforms, Creation of Core infrastructure to enable Government process reengineering

Innovations Key examples

S N 1 PROJECT Bangalore One FOCUS Citizen Service Delivery Mechanis m Citizen Service Delivery Mechanis m UNIQUENESS 40 G2C and B2c services IMPACT 1. 1 million satisfied citizens every month 2. Replicated across Karnataka in all tier 2 cities Rendering service across Karnataka from 800 locations REMARKS No other State has this mechanism

Nemmadi Rural Telecentres

1. 43 G2C services 2. Both OTC and Workflow services 3. Complete automation of the backend, with digital signature certificates 1. Unified Platform 2. Complete electronic integration 3. PKI enabled workflow

Used as a model by DIT for designing the concept of Common Service Centre 1. Yet to be done most states 2. Cloud service offering to other states

e Procurement

Transpare ncy and accountab ility in procureme nt

1. 165organisations on board 2. 90000 Cr procurement, 10 % savings 3. Adopted by GOI organisations

Innovations Key examples

SN 4 PROJECT HRMS FOCUS Facilitating electronic administration of G2E services Digitization of land records UNIQUENESS 1. Unique platform with all the employees for end to end G2E services IMPACT 1. All DDOs on board 2. Many Governments interested in adopting REMARKS No State has this mechanism.

Bhoomi

Khajane

AASTHI Urban Development Department

Electronic Financial Management of the State Digital First in the country database of all the properties in all ULBs

1. Unique in the country 2.Digitally signed RTCS 3. Anywhere Anytime Access 4. Facilitating both admin reforms and citizen service delivery 1.First in the country

1. Operational since 2003. 2. Reduction in land disputes

Basis for the NEGP - MMP of the Land Records Management. Basis for the NEGP - MMP of Treasury Yet to be done in any other state

1. Better control of financial management of the State Improved Property Tax collection leading to better finances for ULBs

Innovations Impact
Increasing transparency in administration Improved accountability in administration as well as service delivery Better delivery of services to the citizens, leading to Reduction in transaction costs Reduction in drudgery in accessing citizen services Convenience of accessing citizen services under one roof. Significant savings to the Government due to improved competition in the e procurement process. High e-readiness of the State to implement e Governance initiatives. Ease of Replication of the efforts elsewhere.

Impact of Innovations in e-Procurement eTenders

10% reduction in tender premium (save approx. $1.8 billion) 2-3 fold increase in bidder participation 40% reduction in tender cycle time

Procurement Process
High Level of transparency and accountability Higher bidder / citizen confidence Improved IT Literacy Streamlined Procedures due to Unified Platform

Political Economy
Increased Political Will Better Utilization of Tax Payers Money

Quantum of Procurement
40,000+ tenders valued at $18 billion 20000+ bidders registered
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Innovations Impact Indicators

Highly satisfied citizens in Bangalore One % of Respondents
High Customer Satisfaction Level at BangaloreOne 100 98 99 96 97 94 95 92 93 90 Qualit y of Servic e Availa bility of Info One Stop Shop Speed of Servic e

Source: Public Value Creation Through Private Partnerships: Lessons from Public Service Delivery in Karnataka, India Paper Presented by IIM, Bangalore, in PPP Conference, 31st August 2009

Innovations Impact Indicators

Highly satisfied citizens in Nemmadi
Completely Satisfied and Dissatisfied
100 80 60 40 20 0 91 76 72 66 64 62 10 60 59

Completely satisfied

Dissatisfied

Source: Social Audit of Public Service Delivery Study Conducted by \Public Affairs Centre, Bangalore, December 2010.

Innovations Awards
Sl No Name of the Project HRMS e-Procurement Year Award Instituted Name of the Award 1 2 2009 2009 2010 2010 3 Bangalore One 2005-06 2007 2009 4 Nemmadi 2007 2007 2008 5 e-Governance Department 2009 Computer Society of India Computer Society of India DARPG,GOI Future e-Gov, Malaysia Computer Society of India Microsoft Department of IT, GOI and NIC Microsoft Future e-Gov, Malaysia DARPG,GOI India Tech Foundation CSI- Nihilent CSI- Nihilent National e-Government Award Government Technology Award CSI- Nihilent Microsoft e-Governance Award Web Ratna Award Microsoft e-Governance Award Government Technology Award National Award for e-Governance Tech Excellence awards

Change Management
Stakeholders Interests
At Divergence

Managing Stakeholders Institutional Framework Implementation Strategy

Key Department; Using Insiders

Gapfilling IT Multiple Strategies

Show me the Stakeholders I will show you the Pie

Creation of Win Win Win Win - Win

Learnings
Right Institutional Framework
Legal framework very critical Organizational framework

Collaboration, not just cooperation Incremental Approach in Implementation e-Readiness and user-readiness Transformation, not just translation Getting the Right Eco-System
Technology People Processes

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Creating WIN-WIN-WIN-WIN-WIN
Residen ts Citizen Busines s Political System

Governme nt Machinery

Civil Society