State Mission Mode Project e-district - Department of Electronics and ...

More documents

Recommendations

Info

Study Report on Assessment of the Model e-districts VI. Recommendations A project of this magnitude at the district Level needs to take into consideration multiple elements in order to derive a suitable implementation model. The proposed e-district model can be conceptualized using some of the best practices that have been observed and documented during the assessment of the model districts. The following recommendations are proposed for inclusion in the e-district pilot project: Channel for Citizen Service Delivery At least one (or more depending upon the size of the district) Government owned service delivery point should be established for delivery of G2C services at the district level. This will be necessary considering availability of other channels such as the CSC at the district level might not be feasible. More importantly, the introduction of the e-district cannot shut down any of the existing channels for the citizen to approach the Government as this would be a legal requirement. The establishment of such a unified delivery channel will also provide fillip to any other service centers (existing or planned) and their integration into the solution as part of project scope. Help desk for citizens Experience at West Godavari and Gandhinagar showed that the provision of telephone help line, IVRS was much appreciated by the citizens. It is recommended that provisioning of telephonic help, IVRS, internet help, etc. be made mandatory for e-district initiative. Institutional mechanism for availability of resources There is a high degree of dependency on various resources that are required to make the project operational. There is a need to create an institutional mechanism for ensuring that all resources critical for success of the project are made available in a timely and cost effective manner, and all external and internal dependencies are factored in at time of preparing the project proposal. Some of these components include Application Software, Databases, Human Resources, project site, etc. Standardization A standardized approach needs to be adopted for implementation of the e-district project. While it is appreciated that it would be difficult to have a “one-size fits all” model at a National level, there has to be a uniformity that should be maintained at the State level, which is to be ensured by the participating State agencies. Standardization should cover elements such as forms/templates, procedures, processes, application software, outputs, service levels, user charges, etc. However, it is duly recognized that there could be certain differences from one district to another within the same state and standardization can help achieve optimization at least at a macro level. 36
Study Report on Assessment of the Model e-districts Empowerment of functionaries There needs to be a provision for empowering local functionaries to be able to delivery services with speed and certainty. While this is possible with some amount of standardization, it would be necessary to make the data necessary for service delivery very comprehensive and reliable. This single factor alone would enable efficient service delivery by personnel lower down the hierarchy, while only exceptions can be escalated up the organizational hierarchy. During the project implementation stage, empowerment of functionaries is expected to be conducive to assist in change management, disseminating information locally and providing a system of checks and balances. Continuity of project team The team of field officers involved in these projects has been instrumental in conceptualization and implementation under the guidance of a project champion. To ensure that there is continuity and sustained activity through the project life-cycle, there should be a mandate to ensure that the project team remains the same at least for three years, as far as possible. Focus on service delivery rather than work flow automation During the assessment phase, several models that were studied have focused on work flow automation and building efficiencies in the working of the Government back office e.g. Collectorate, rather than on delivering services to the beneficiaries. The scope of the project should be clearly delineated in a manner wherein stress is laid on provisioning of services to benefit the citizens and to provide an efficient mechanism for delivery of these services. From this perspective it may be necessary to lay more emphasis on the automation of specific application software that is necessary for enabling service delivery. In other words, simple automation/computerization related to service delivery functions would suffice without going through the rigors of introducing electronic workflows. Inter-operability Several processes are hitherto manual, although there have been efforts to introduce automation at various stages especially at the front-end. It is envisaged that large scale process automation will be carried out through various Central and State initiatives. The system should be designed in a manner that it is interoperable with both existing and future applications of the line department where interaction is necessary for service delivery. Since the e District project has been conceptualized primarily as a service delivery model, DIT should consider integration with the National Gateway MMP, which is being positioned as standards based communication window to all the State and National Depts. 37
Page 1 and 2: Study Report on Assessment of the M
Page 35: Study Report on Assessment of the M
Page 87 and 88:
Study Report on Assessment of the M
Page 89 and 90:
Page 91 and 92:
Page 93 and 94:
Page 95 and 96:
Page 97 and 98:
Page 99 and 100:
Page 101 and 102:
Page 103 and 104:
Page 105 and 106:
Page 107 and 108:
Page 109 and 110:
Page 111 and 112:
Page 113 and 114:
Page 115 and 116:
Page 117:
show all

State Mission Mode Project e-district - Department of Electronics and ...

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?