Governance reforms and IT

1
Governance reforms and IT A practitioners
experience with reference to FRIENDS
AKSHAYA
2
Perception

• Public systems are ineffective, lots of red
  tape, procedural formalities, corruption, delay

• IT enabled systems are sleek, smart and effective
• E-governance would drastically change public
  systems
• It is the lethargy and resistance on the part of
  employees that hold back e-governance

3
Kerala Background of IT enabled governance

• Lot of hype about e-governance
• Clear understanding of government essential
• Government has to be looked at as an organization
  within the socio-political context
• The deliverables of e-governance needs to be
  defined

4
Deliverables

• Ensure that the government is more citizen
  friendly
• Systems for data management and
  activities/processes dependent on the same
  (Elections- photo affixed rolls)
• Improve transparency and social audit ( websites,
  call centers and bulk mailing to subscribers
  about government activities)

5
Improving citizen friendliness

• Citizen interaction with governance on three
  major aspects
• Payments to be made to government- taxes, duties
• Entitlements to be received from the government-
  certificates,permits,licenses
• Information required from government- jobs,
  schemes, programs
• Citizen focused governance needs to address these
  three aspects primarily

6
IT enabling the Citizen Interface

• Typically back end computerization essential
• This could be a long drawn affair
• A workable interface which can trigger back end
  computerization and prompt extensive outreach
• Initially focusing on payments and information

7
Friends

• The objective
• To induct a philosophyof service delivery in
  Government.
• To treat the citizen as a valuable customer
  whopays for services, to betreated with respect

8
Friends Contd

• The objective
• FRIENDS an integrated electronic interface, where
  citizens can access Govt. services, pay bills
  taxes obtain information from Govt

9
Friends Contd

• Multiple computer counters deliver services in a
  pleasant setting,with highly trained motivated
  young staff.
• FRIENDS centers set up in 14 districts of Kerala.
• Works 7 days a week, 12 hours a day

10
Friends - Overall Picture

• Financial Year 2000-2001 Rs. 5.68 crores
• Financial Year 2001-2002 Rs. 52.39 crores
• Financial Year 2002-2003 Rs. 105.08 crores
• Financial Year 2003-2004 Rs. 158.77 crores
• Financial Year 2004-2005 Rs. 114.04 crores
• ( till October 2004)

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Friends The Average Centre

• No. of Visitors per day about 1458 (19588)
• Expenditure per month-Rs. 34688(Rs4.7 Lakhs)
• Collection per month Rs. 96 Lakhs(Rs.11.13
  Crores)

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Friends The Benefits

• Citizens
• Single interface
• Transaction time dramatically reduced to 3-5
  minutes
• Govt. open always
• Treated with respect as a valued client
• Corruption-free
• Staff
• Better service conditions, sense of fulfillment

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Friends The Benefits ..contd

• Government
• Improved perception of Government-
• 99 of Customers fully satisfied with FRIENDS
• Enhanced revenues- growth rate of 150 per year
• Demonstration of advantages of IT induction

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Friends Limitations

• Only one center in a district
• Free service and viability
• Further expansion would require more staff
  deployment
• Extension/wider roll out has to be on a non
  government owned mode

15
Need for Organic Growth

• Big demand for roll out
• The logic of such centers in rural areas more to
  do with ease of access rather than convenience
• Working hours not the critical factor but access
  is critical
• Connectivity issues viability issues

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Leveraging Akshaya

• AKSHAYA was structured as a marginally unviable
  entrepreneurial venture
• Post e-literacy, Akshaya to be viable with IT
  enabled services
• E-Pay a major attraction
• Home collection and remittance more IT services
  including training

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Akshaya- Reaching out to Citizens

• Instead of blind PPP replication, integrated with
  Akshaya
• Ensures viability of Akshaya Centers
• Internet banking by SBI
• Now 105 centers in Malappuram one in each
  Panchayat
• Gross collection Rs.30 Lakhs in 45 days

18

• Thank You !