Inclusive Developmnet through Converged Public Services - Learnings from India

Inclusive Development through Converged Public Services
…Learnings from India

Vikas Kanungo,
Chairman – The Society for Promotion of e-Governance, India
vikaskanungo@egovindia.org UNDP India, April 25,2011

Getting the basics right…

 Democracy – Government under people, not over them

 Mission of e-Government projects – empowering the citizens , not
controlling them

 Use of Information technologies and new media - to enable participation
in policy making (e-participation), not for converting monolithic
government services to electronic format ( From big state to enabling
state)

 Partnership Models – MSP not PPP

© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011

Government/e-Government ?

Major Policy Goals for Government / e-Government

1. The search for savings: dynamic, productivity-driven and value for
money concept and set of institutions (‘more for less’)
Citizen as a Tax Payer

2. The search for quality services: inter-active, user-centred,
individualisable, inclusive services, maximising fulfilment and security
Citizen as a consumer of services

3. The search for good governance: open, transparent, accountable,
flexible, democratic
Citizen as a voter


e-Government Actors

Cost-efficiency
and effectiveness

Governments

Private sector Public Service
Citizens Unions CSOs NGOs
organisations Providers
Intermediaries & Mediators
Creation of
knowledge
The public: based Businesses
Citizen and consumer public value Reduce transaction cost
Diversity of needs Competitiveness
Empowerment

Final users


Major Strategic Areas in e-Government

 Government process re-engineering
 Meeting user needs and expectations
 Managing change and human resources
 Technology Deployment
 Socio-economic drivers of change
 Service delivery
 Access for all
 Institutional and legal structures
 e-Governance and e-Democracy


Reengineering Government Processes
GPR (1) -- internal

Traditional government

Citizens and businesses

Office A Office B Office C Office D


GPR (2) -- internal

Front-office re-engineering


Front office (CSC)

Office Office Office C Office
A B D


GPR (3) -- internal

Back-office re-engineering


Front office (CSC)

Function C
Function A
Function
Function D
B


GPR (4) -- internal

Total re-engineering

Citizens and
businesses

Mobile Front CSC

Back Lap Top
office Voice
Digital TV
Portal
office Citizens and
businesses


GPR (5) -- between back-offices / agencies
Vertical
Between government integration
levels:
international
national/federal
Both vertical and horizontal integration =
regional
tailored and joined-up government for:
local
-- citizens e.g. life events
Community
-- business e.g. discrete activities
e.g.integration of
-- targeted at specific user groups
single government
functions like admin,
health, education, etc. Horizontal integration

Between different government departments or agencies,
Traditional, including with non-government actors, such as the
compartmentalised, private sectors (in PPPs) and the third sector such as
bureaucratic government NGOs.
e.g. integration of multiple government functions in one
place or between places at same level (cross border)


National e-Governance Plan (NeGP) – An Overview
Diverse
2,40,000
Vision Local Govt.
Languages,
Cultures,
Institutions Religions
“Make all Government services accessible to
the common man in his locality, through
common service delivery outlets and ensure 610 Districts 1.2 billion
35 States,
efficiency, transparency & reliability of such UTs
people

services at affordable costs to realise the
6000 Blocks
basic needs of the common man.”

638,000 Villages
Strategy to Realize NeGP Vision

 Centralized Initiative, Decentralized Implementation
 Focus on Services & Service levels
 Ownership and Central Role of Line Ministries/State Governments
 Emphasis on Public Private Partnerships (PPP)


NeGP MMPs ( Mission Mode Projects)
Central (9 ) State (11)
 Income Tax For 35 States

 Central Excise  Agriculture
Integrated (7)
 Passports/Visa  Land Records - I & II
 e-BIZ
 Immigration  Registration (NLRMP)
 EDI
 MCA 21  Transport
 India Portal
 UID  Treasuries
 Common Service Centers
 Pensions  Commercial Taxes
 NSDG
 E-Office  Gram Panchayat
 E Courts
 Industry Initiative  Municipalities
 E Procurement
 Banking  Police
 Insurance  Employment Ex.
 E-District


Common Service Centers – Front end
Infrastructure for service delivery


Implementing e-Government in Iraq – Learnings
from Indian Experiences
 There needs to be a transformation of government to prioritise the production and distribution of
public goods (‘content’) rather than public administration (‘control’), with a re-vitalised public service
ethic and high skill, high value staff

 Down-sizing and centralisation of the back office (control), even up to national and international
levels:

 Open technical platforms, interoperability, standardisation, comprehensive security systems,
integrated processes, shared databases, economies of scale and scope, based on KM principles, CRM
-- middle office, shared service centres

 Up-sizing and de-centralisation of the front office (content) to provide high quality, simple,
localised, personalised, services:

 grounded in local situations, responding to the large variety of individual needs of both users and
government, and respecting and promoting democracy at all

 (R)e-balancing -- freeing up and redeploying resources

Let the technology do what it does best -- let people do what they do best….


Moving Forward – Foresight for next generation
Public Services
 Focus on what citizens and business really want, rather than the machinations of existing
government structures and systems

 Focus on using new technology as a tool to support services and governance, i.e. enable people
to do what they do best (e.g. provide “warm” human services) and enable technology to do what it
does best (e.g. provide effective and efficient data, information and communication systems)

 Develop and re-vitalise the existing public service ethic into one suitable for the information
society and knowledge economy. This would include recognising that government can learn from
business, and vice versa, but that there is a unique Indian way to e-government which combines
both economic efficiency as well as social cohesion and access for all.

 What we think of as e-government today will become (just) government within ten years – i.e.
all of government will use and become “e”.

 In the same way that “e-business” is migrating to “k-business”, so “e-government” will migrate
to “k-government” in the sense that the technology will become unremarkably ubiquitous (the
norm) and intelligent services will be provided by intelligent government

 Develop “me”-government, i.e. personalised, intelligent government, based on knowledge
management, artificial intelligence and ubiquitous, ambient technology. Anytime, anywhere, any
service, on the user’s own terms.


Transformation through e-Government – A
roadmap for Iraq

Process re-engineering Mindset & cultural
re-engineering

Networked, learning
government
Based on appropriate
Bureaucratic government ‘Best practice’ government balance between top-down
and bottom-up
Based on benchmarks, * networked and local
No measurement of results. measurement, comparison * ‘joined-up’
Rewards based on other against the ideal: * ‘learning practice’
factors: * ROI * knowledge management
* longevity * league tables * flexible and responsive
* size of budget * do more with less * focus on public value
* level of authority * lean government * focus on supporting social
* who you know * business models and economic development
* focus on intelligent content
Employees protect their jobs Employees subject to efficiency (rather than control)
and empires pursuing larger and ‘transparency’ initiatives, * personalised
budgets, more staff and greater performance measurement, etc. Employees most valuable
power. asset, supported by ICT and
Immediate Focus over next 5 knowledge tools.
years?? Foresight for next 10 years???


www.mgovworld.org – Global Observatory and knowledge portal on Mobile
Governance

Thank You . Vikaskanungo@egovindia.org


Inclusive Developmnet through Converged Public Services - Learnings from India

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