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

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Study Report on Assessment of the Model e-districts II Assessment of Model districts II.1 West Godavari – Rural e-Seva Project Objective: Establish a sustainable service delivery model, wherein the Government services are delivered to the citizen through a single window system, accessible at close proximity. Value to Citizen: (a) Service delivery centre located at close proximity to the citizen thereby enhancing convenience (b) Reduce citizen interaction with the Government functionary/office for a service and (c) Evolve these e-Seva centre into single stop shops for other routine citizen needs. Services Covered & User Charges (as may be applicable): Service Description User Charges Issue of Certificates : Caste, Income, Residence, Integrated Etc Rs 10/- Posting of Grievances Rs 5/- Download of applications/ static information like mandi rates Rs 5/- Acceptance of Electricity bill payments Rs 2/ per bill Computer aided education in collaboration with Azim Premji Foundation By designating the local schools to the collocated e-Seva center Co-location of general facilities like, photocopying, fax/STD/ISD, internet Browsing lamination and binding works etc to augment the revenue of the center Service Selection Criteria: Rs 2/- per child per month • Issuance of Certificates: The Revenue Department hierarchy extends through the block/mandal upto the village level. Certificates provided by the revenue department are utilized by the line departments. Hence this service was considered a good starting point • Availability of data in the MPHS database was a key factor in determining the viability of the services that could be delivered • Grievance redressing was handled through a simple process by providing connectivity to all the offices at the district level and making them accountable to view and act on the posted grievances, with a process for reporting and escalations. • B2C and C2C services were introduced to contribute towards the sustenance of the delivery centres e.g. utility payments. 8
Study Report on Assessment of the Model e-districts Implementation Highlights: • Front-end automation where service requests are accepted • As the citizen kiosk was critical to success, effective model was envisaged and enforced without leaving this to the choice of the private entrepreneur. 46 rural e-Seva centers at the rate of one per Mandal was established and augmented by another 150 RSDPs across the district. • Minimal computerization of the backend departments as the project did not do away with the manual backend processing and the paper work involved • As services are completely data driven, the onus was on the citizen to obtain necessary authorization of basic data that was entered into the MPHS database, if the same was not available. • Project was conceived in Sep 2002 and the first version of the model started working from Jan 2003 with a limited set of services. Application was developed by NIC and is being supported and maintained by NIC. • Coordination Committee was formed to work out the financial scheme, facilitate the establishment of kiosks and provide transparency. Success factors and key takeaways • Availability of certified and department owned MPHS data has alleviated challenges like backend enablement, process reengineering and change management • Championing of the entire initiative from visioning to implementation by the District Collector leveraged the necessary support from all quarters and ensured sustainability • Empowerment of the Mandal Revenue Offices (Mandal is a revenue administration unit at par with Block in other states) for delivery of services related to the Revenue Department • Involvement of key stakeholders such as self-help groups and leveraging subsidies from other programmes to provide financial viability to the establishment of the initial infrastructure • Citizen awareness and appreciation of the services had put the onus on the department to sustain the service levels and explore enhancements • The maturity of service delivery ensures sustenance of the processes and delivery model 9
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State Mission Mode Project e-district - Department of Electronics and ...

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