8th National eGovernance Conference

1
8th National e-Governance Conference Bhuvaneswar,
2005 Capacity Building for e-Governance
2
Jaijit BhattacharyaHead e-Governance Center of
Excellence Oracle-HP e-Governance Center of
Excellence
3
Findings from Jaipur Regional WorkshopConducted
on Oct 27, 2004
4
Workshop Theme

• Operations and management of government help
  desks to facilitate persistent problem solving
• Deployment and management of e-Learning Solutions
  for rapid capacity building in Government

5
Process Adopted

• Workshop website setup at http//www.egovcoe.com/w
  orkshop/ with all the draft presentations and
  whitepapers for participants to review
• Workshop conducted at Jaipur with presentations
  from experts
• Feedback gathered from the participants
• Updated whitepapers and feedback hosted at the
  website for participant analysis
• First Government Web Workshop conducted on Jan
  28th to get inputs from participants and passing
  a resolution to adopt the findings

6
Government Help Desk
7
Current Issues
8
Suggested Way Forward
Citizen Interaction Center
9
Solution Architecture
Citizen Touch Points
Back End Systems
Kiosks
Taxation
Rich Knowledge Base, Complaint/Query Logging,
Responsibilities, SLAs, Process Definition,
Escalation
Counters
Education
Voters Id Card
Web
To double up as a disaster management system
Registration
Call Center
Public Utilities
Municipality
E Mail
Consolidated / Clean / Single View of your
Citizens
Police
Direct Mail
10
Key Workshop Feedback

• Integration of various citizen services at one
  place (call center)
• Information sharing with various departments
• Online applications and business process
  re-engineering for services offered
• Scalability of helpdesks in terms of services
• Building awareness in the citizen (faith)
• A mandate from the government
• Change Management Capacity building at all
  levels

11
Key Web Workshop Feedback

• Conduct market research for analyzing the
  solution requirement
• Understanding pain-points of people
• Build awareness of the services available its
  usage among people
• Generate a proper advocacy communication
  strategy for citizen services
• Appropriate integration of both front end back
  end
• Creating ability to access Helpdesk from multiple
  modes
• Single Access Point

12
Key Recommendations

• Integrate with the various back end systems of
  the different departments in the government
• Provide the set of applications capable of
  running the citizen interaction center and
  retrieve information from various back-ends
• Provide seamless access points (kiosks, counters,
  web, hand held devices etc) that are integrated
  with the 3 mentioned above
• Facilitating Multiple Channel Integration Calls
  Web Interaction
• Need to treat Government Help Desk as a Disaster
  management Support System
• Active Mobile SMS push capability

13
Architecture of a Government Helpdesk
Citizens Employees
14
E-Learning
15
Components of e-Learning

• Content Management System (CMS)
• Learning Management System (LMS)
• Assessment Management System (AMS)
• Tool that presents video content that facilitates
  collaboration among and facilitates collaboration
  among the stakeholders (Web Conferencing)

16
E-Learning Architecture
17
CMS
18
LMS
19
AMS
20
Web Conferencing
21
Key Workshop Feedback

• Availability of effective content delivery system
  
• Cost effective revenue model
• Motivation to learner in terms of certificate
  appreciation
• Requirement of integrating demographic data
• Refine the levels (positions / designations) for
  e-learning module
• Developing re-usable components to take advantage
  of existing e-learning systems

22
Key Web-Workshop Feedback

• The syndication of training content
• Communication channels should be opened between
  citizens government.
• Designing of courseware and efficient
  collaboration of content with modules
• Meeting Local Language issue
• Ensuring low bandwidth e-learning solutions
• Elaborating adopting guidelines of CIC centre
  of North-east
• Designating task force for taking e-learning
  initiatives
• Create IT Action point to compile the learning
  factor group adoption validation of the
  content

23
Key Recommendations

• Adopt packaged e-Learning solutions for rapid and
  stable deployment
• Adopt content standards like SCORM, AICC and IMS
• Leverage IT to provide enhanced learning
  experience rather that simply Computerizing
  learning. Adopt pedagogical techniques that are
  provided by Indian firms like Liqvid
• Adopt learning from implementations in India e.g.
  the implementation in Department of
  Administrative reforms done by Excel Soft
• Develop LMS based training content for every
  system created in order to ensure continuous
  training

24
Architecture of an e-Learning Solution
Recognizing the Importance of e Learning and the
areas to be targeted
E V A L U A T I O N
A D M I N I S T R A T I O N
Requirement Capture
Pedagogy Design
Standards
Learner factors
Content Factors
Environment Factors
Organization Factors
Technology
Content
Service
Integration and System Testing

• c

Deployment
Use, Maintenance and Development
E-learning
eco-system
25
Overall Recommendations

• Form Task force for pulling up the best-in-class
  solution architecture for successful
  implementation
• Build Data Hub for easy access to citizen
  information
• Use Multi-channel access for e-learning and help
  desk.
• Leverage m-Governance (mobile governance) for
  accessing services
• Leverage learning from Jaipur Workshop

26
A
27
8th National e-Governance Conference Bhuvaneswar,
2005