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1
Strategies for Improving Governance
Conference of Chief Secretaries 20th April 2007
2
Improving Governance Perception vs. Reality

• Peoples views on Government generally based on
• Quality of Public Services
• Economic, regulatory, developmental
• Experience at point of Interface/ Interaction
• Media reports and analysis
• Something is happening that could affect all of
  these!

3
Public Services

• Hard Public Services such as
• Power - Telecommunications
• Water - Roads, etc.
• Judicial regulatory services
• Other Services such as
• Certificates, Licences, Receipts payments,
  welfare, access to public information etc.
• Health, education, agricultural extension, etc.

4
Who provides public services?

• Services to Citizens
• 95 of government services to citizens are
  provided by state governments
• 95 of services provided by state governments are
  provided at the district/ local body level
• Services to Business
• 70 services provided by States, 30 services
  provided by Central Ministries/Departments

5
Why are citizens expectations not met?

• Supply of services not linked to
• Demand
• Ability/ Willingness to pay
• Revenue generated
• Experience at interface point
• Budgetary pressures and vested interests
  perpetuate
• Supply constraint
• Use of procedures to curtail demand
• Corruption, uncertainty
• Poor Infrastructure

6
E-infrastructure for New Age Governance

• SWANs
• CSCs
• SDCs
• E-Governance service delivery gateway
• UID
• e-district

7
Service Delivery Options

• Conscious choice of best option
• Purely Government/ Public sector
• Purely private agency selected appropriately
• Combination of Public and Private sector
• Properly Regulated
• Competition amongst Private sector (incl. Public
  Sector)
• Private/Public sector monopoly

8
Current characteristics of Public Services

• Poor record keeping
• Absence of tracking, accountability
• System based on mistrust of citizens, employees
• Focus on barring ineligible than facilitating
  eligible
• Focus on preventing, not detecting fraud
• Cumbersome complex procedures
• Minimal delegation

9
Can we Radically change all this? (1)

• Ensure automatic registration tracking of
  service request
• Foolproof (computerised, networked)
• Date stamped
• Guaranteed delivery to destination office
• Registration requires no contact with official
• Registration (PNR?) recognized instantly anywhere

10
Can we Radically change all this? (2)

• Procedure and system for each service overhauled
  completely based on certain principles
• High Trust in citizen
• Norm based service delivery
• Maximal delegation to public servant
• Performance based incentive
• Guaranteed accountability
• tracking of employees and citizens

UID
11
Can we Radically change all this? (3)

• Each Ministry / Department to publish and abide
  by service levels
• Use technology
• To enable and ensure service levels
• As a trigger for process legal reform
• To increase transparency minimize scope for
  corruption
• To spread services to rural areas
• Re-engineer backend government processes to
  achieve targeted service levels

12
Electronic Backend or Electronic Interface
Which comes first?

• Electronic backend (workflow) first All NeGP
  MMPs
• Pros Monitoring, tracking, accountability
  automatic processes redesigned to meet targeted
  service levels
• Cons Long gestation, complex change management ,
  expensive system
• Interface (receipt service fulfilment logging)
  first
• Pros Fast result, low to medium change
  management effort, low cost
• Cons Service fulfilment tracking NOT automatic,
  constant administrative pressure and support
  critical backend processes could become
  constraints for achieving required service levels

NSDG
RTI/CVC
e-District
13

• ISSUES FOR DISCUSSION

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Issues for Discussion

• Linking service delivery to demand
• Scaling up, tackling pain areas, new
  institutional mechanisms
• Willingness/ability to pay
• Maximizing Delegation Incentivising Performance
• Choosing appropriate service delivery options
• Extent of Outsourcing
• Separation of Front end from back end
• Leadership
• Augmenting internal capacities
• Stable tenures
• Driving Interdepartmental collaboration
• Proliferating best Practices
• Variable Impact on corruption

15
Thank You
16
Three kinds of people

• The miniscule number who make things happen
• A significant minority who watch things happen
• The vast majority who have no idea what happened!

17
UID

• Central database being created , which would be
  progressively linked to other government
  databases like BPL , PDS etc. and would
• Uniquely identify all residents across the
  country
• Enable inter linkages across the departments,
  delivering service
• Ensure efficient targeting and tracking of
  services availed

18
RTI Act and e Governance

• RTI Act requires all appropriate records to be
  computerised accessible across the country
• CVC requires
• status of individual applications to be available
  on a departments website updated regularly
• Should have been made available by April 2007
• Online receipt of application to be encouraged
• Departments to work out a time frame for the same

19
e-District

• Primary focus on
• Ensure electronic logging of receipt of requests
  status tracking
• Enable delivery of bulk citizen services, through
  CSCs
• Digitization and automation (workflow) of backend
  processes wherever possible (simple
  processes/single Department is delivering the
  service)
• Implementation guidelines circulated to all
  states for response
• Pilots in UP Assam initiated

20
National E-Governance Service Delivery Gateway

• Core standards based messaging routing
  middleware at the National level SDCs
• De-linking the backend departments from the front
  end service delivery mechanisms like CSCs
• Simplified view of the external world to the
  departments ensuring better security
• Complete audit logs time stamping of
  transactions
• Implementation of the Functional Gateway by
  end07 at the national level

21
SWAN IMPLEMENTATION - Expected Timelines
SWAN IMPLEMENTATION - Status
Expected timelines
Milestone
Implementation in progress
Jhr TN
2
June- Aug 07
2
HP, Sikkim, Kerala, Delhi,Tripura,
Chandigarh, Haryana
Oct - Nov 07
Contract Completed, Implementation Initiated
7
9
WB Assam Maharashtra MP Punjab
Bihar Rajasthan Gujarat Uttaranchal
Dec 07 Jan 08
Bid Process Underway
9
18
Karnataka Meghalaya Chhattisgarh
UP Orissa
RFP under Scrutiny
Jan 08 Feb 08
5
23
Proposals recently approved
Feb - Mar 08
Manipur Mizoram
Nagaland
Puducherry
4
27
Arunachal Pradesh Lakshadweep Dadra
Nagar Haveli Jammu
Kashmir Daman Diu Goa
Andhra Pradesh 8
Andaman Nicobar
Proposal Awaited
7
34
8Revised proposal
Not inclined
PPP Model
NIC Model
22
The Common Services Center (CSC) Scheme

• CSC Scheme to cover 600,000 villages across India
• 100,000 Common Services Centers
• One CSC to service cluster of 6 villages
• Broadband Connectivity at the Last-mile
• To be implemented in a PPP Framework
• Focus on Rural Entrepreneurship creation
• CSCs to be development nodes in rural India

23
CSC RFP Status at a Glance
CSC
Cumulative CSC
Roll out
Jharkhand, WB, Haryana
LOI Issued
Mar 08
12518
12518
Bid Evaluation
Punjab
14630
2112
Apr 08
RFP Issued
Bihar, Assam
27469
Jul 08
12839
Apr 07
Tripura, Gujarat, Rajasthan, Himachal
Aug 08
40691
13222
Tamilnadu, Kerala, Sikkim, Chhattisgarh, Orissa,
Meghalaya, Maharashtra, Madhya Pradesh,
Uttaranchal, Pondicherry
May- Jun 07
37572
Sep 08
78263
UP, Andaman, Manipur, Nagaland, Mizoram,
Arunachal, Lakshadweep, DamanDiu, DadraNagar,
JK, Karnataka
Jul-Aug o7
Oct 08
100,000
UP Issued EOI. Goa, Delhi, Chandigarh not
included in the list
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Enabling Transformations
E-Government
Tele-medicine
Education
The CSCs would be the platform for fundamental
transformation of the ways in which development
challenges would be met in rural India
Agriculture
Social Inclusion
Economic Inclusion
25
SDC
Scheme Outlay over 5 year period Rs. 1796.30
Cr.
26
Factors Affecting Impact on Corruption

• Positioning private sector at front end
• Egs Transport, Passport, Registration
• Impact dependent on specifics
• Private sector monopoly worse than public
  sector
• Eliminating physical interface with citizens
• Egs Maharashtra Registration, Company Affairs,
  CSC
• Impact depends on proximity of private service
  provider to government office
• Re-designing processes to minimise scope for
  corruption
• Simplifying procedures, Minimising discretion
• Degree of Networking

27

• Degree of Networking
• Counter work computerised (stand alone)
• All counters computerised, networked locally
• All offices connected, nationally
• Web services and/or addition of private service
  providers