Lokmitra Kendra Himachal Pradesh

LokMitra Kendra
A SAD PROJECT REPORT ON
LOKMITRA KENDRA
Supervised By Dr. Neeraj Sharma (Director UIIT) Mr. Rajesh Chauhan (Project Guide)
Submitted By Rohit Verma (3042) Sunny Kumar (3001) Prashant Aggrawal (3047)
UNIVERSITY INSTITUTE OF INFORMATION TECHNOLOGY HIMACHAL PRADESH UNIVERSITY
University Institute Of Information Technology
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LokMitra Kendra CERTIFICATE
This is to certify that the project entitled LOKMITRA KENDRA, aimed at Project Purpose was worked upon by the following individuals under my supervision at UIIT labs in University Institute of Information Technology.
1.) Rohit Verma (3042) Team Leader 2.) Sunny Kumar (3001) 3.) Prashant Aggrawal (3047)
It is certified that this is a System Analysis and Design project done by the team and has been submitted for their degree curriculum.
Dr. Neeraj Sharma Director UIIT
Mr. Rajesh Chauhan (System administrator and project guide)
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LokMitra Kendra ACKNOWLEDGEMENT
We are indebted to all those who, helped us in this project. Firstly, we are thankful to Dr. Neeraj Sharma, Director UIIT, to guide and encourage us to accomplish this project and to give their valuable time, suggestions and blessings that gave us the motivation to work on this project. We also thank our project guide Mr. Rajesh Chauhan, System Administrator UIIT, for the framework and the project scheduling guidelines he has provided and helped us following those for doing this project. We are also thankful to GNG Group Shimla and DIT (Department Of IT Govt. of Himachal Pradesh) for providing us the valuable information related to system analysis and design of LokMitra Project. We thank Mr. Sunil Thakur (VLE Chayli) for providing the team with the working knowledge of the Project and helping to understand the role of various agencies and users.
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LokMitra Kendra PREFACE E-Governance is slowly becoming a buzzword in corridors the power. What actually is egovernance? Simply stated, use of Information and Communication Technology in the field of governance may be termed as E-governance. It has radically redefined the way government provides the service to the citizens, businesses and other arms of government using the following delivery models Government to Citizens (G2C) Government to Business (G2B) Government to Government (G2G) Government to Employees (G2E)
E-governance helps simplify processes and make access to government information easier. The other anticipated benefits of e-governance include efficiency in service, improvement in service delivery, standardization of services, better accessibility of services and more transparency and accountability. It is convenient and cost effective Government also in terms of data storage and access to stored data.
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LokMitra Kendra
ECECUTIVE SUMMERY OF THE PROJECT In the last two decades, the Government of India (GOI) and many State Governments have initiated several e-Governance projects many of which have brought about significant changes in the way the concerned Departments and Agencies had conducted their business in the past. Egovernance initiatives at state, district, block as well as village level are creating channels for government to citizen-centric services, enable government rural schemes, provides access to information and enhance its overall governance and service delivery. The e-governance in India is now moving to next phase of ICT led govt. reforms and PPP is an important enabler to realize the vision of the transform
IMPLEMENTATION FRAMEWORK Himachal Pradesh Government is the driver for policy, regulatory and other relevant changes for implementing the scheme. The government will also extend its services through CSCs and provide necessary Infrastructure and other support to the SDA and Private partners.
State Designated Agency SITEG under the aegis of DIT has been appointed the nodal agency for executing the project in a PPP mode. It will facilitate e-readiness of the state. Facilitate integration of Government services into the CSC scheme. The SDA will also facilitate training, capacity building and awareness about the scheme.
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LokMitra Kendra
Service Centre Agency SCA is the prime driver of CSC implementation and are selected as partners of the government for implementation of CSC Scheme in the state through a bidding process. The SCA will identify CSC locations, select Village Level Entrepreneurs, train them, aggregate services and build a supply chain to facilitate services at the village level.
Village Level Entrepreneur VLE is the key to the success of the CSC operations. While content and services are important, it is the VLEs entrepreneurial ability that would ensure CSC sustainability. A good VLE is expected to have some financial strength, entrepreneurial ability, strong social commitment as well as respect within the community. The quality of service at the CSCs would depend a great deal on the quality of VLEs. Selection and proper training of the VLE, therefore would play a vital role in making the CSC Scheme a success.
National Level Service Agency NLSA will provide program management support to DIT and SDA for rolling out the CSC Scheme. It will also provide strategic inputs to all stakeholders for effectively managing the scheme. Also it will enable DIT to review the progress of the scheme and to take appropriate timely correctively measures.
Revenue Support As partners of the Government the SCAs will be provided revenue support as accepted by the SDA through a bidding process. This will help make the operations of CSC viable for the SCAs and hence lead to successful implementation of the scheme.
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ISSUES AND CHALLENGES The challenge is not about setting up IT Infrastructure or providing access to content and services to rural villagers. The challenge is to build a sustainable business model that emerges out of the developmental needs of the rural population of India through: focused collaborative efforts of various stakeholders a non-exclusive, transparent and professionally managed process
KEY RECOMMENDATION FROM STUDY
The project will be based on an integrated functioning of multiple stakeholders and an efficient system of management so that the services to the end user are delivered appropriately, accurately and in the least possible time. There are therefore well defined roles and responsibilities for all stakeholder linked in this service chain, which will be increasingly better defined with the operation of the project.
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LokMitra Kendra
Basic Process flow for Lok Mitra Kendra
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LokMitra Kendra
CONTENTS INTRODUCTION ..10 INITIAL IVESTIGATION STUDY ..........................................................13 OBJECTIVES OF THE STUDY 17 NEDD AND SIGNIFICANCE OF THE STUDY .....................................28 SCOPE OF THE STUDY ...30 TECHNOLOGY USED .31 H/W & S/W REQUIREMENTS .33 FEASIBILITY OF PROJECT 35 DETAILED DESIGN ....41 DFDs OF EXISTING SYSTEM 48 DFDs OF THE PROPOSED SYSTEM .51 E-R DIAGRAMS OF EXISTING/NEW SYSTEM .55 INPUT PROCESS OUTPUT DIAGRAM 59 FUTURE SCOPE OF THE PROJECT ..62 CONCLUSION ..63 VARIOUS ANNEXURES 66
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LokMitra Kendra 1. INTRODUCTION Indias enormity, diversity and distinctive cultural fabric have combined to present the countrys government with unique challenges. How does the worlds largest democracy reach citizens across geographic, linguistic and administrative lines in a cost effective way? More specifically, how does the Indian Government provide services to citizens while including them in the governing process? The answer, most certainly, centers on electronic delivery of services and citizen interactions with government officials. It is providing government services to remote villages via Community Service Centers, or interacting with citizens on mobile phones. This is egovernance, which provides the potential to reach Indias remote villages with government services and information as never before, and as a by-product, to simplify cumbersome governmental processes The Indian Governments National e-Governance Plan aims, among other things, to make all government services accessible to the common man in his locality through common service delivery outlets. It was clear at the Conference that the plan has achieved some success through a number of pilot projects. However, it was also evident that government alone cannot ensure efficiency, transparency and reliability of such services at affordable costs. The private sector needs to engage in e-governance and play a role in expanding access across India. Thus, as the following report details, the Conference recommended greater attention to public-private partnerships, policy reform and infrastructural changes as ways to deliver more efficient and effective e-governance across India.
1.1) Indias National E-governance Plan The National Informatics Centre (NIC), a part of the Government of Indias Department of Information Technology (DIT), was setup in 1977. Its mandate was to develop information systems for government in the centre and states to assist with planning, monitoring and decisionmaking. The mandate also included setting up a nationwide communications network to enable effective sharing of information among government staff. The NIC was responsible for evolving standards for data collection, sharing and processing. In the last decade or so, there have been several important initiatives to leverage ICTs to deliver government services to citizens. The
University Institute Of Information Technology Page 10
LokMitra Kendra initial focus was to use ICTs in small towns or rural areas to enable them to claim their entitlementssuch as government allowances, and subsidies to disadvantaged com. 1.2) Highlights of the National e-Governance Plan (NeGP) In 2006, India launched its new National e-Governance Plan. It dealt with issues of political ownership, continuity of authority, resources, scale and scope, and a framework for engagement with state governments. At the core of the NeGP is the creation of service delivery points or Common Service Centres (CSCs) within a 2km radius of all citizens across India. The government is collaborating with several private sector players during the years 2009-1010 to set up over 100,000 CSCs equipped with appropriate ICTs equipment and connectivity. The goal is to make all government services available through the CSCs to ensure efficiency, transparency, and reliability of such services at affordable cost to meet basic needs. When fully implemented, CSCs will provide assisted access to government services including employment, taxation, registration of companies, pension records, land and property records, police, courts, municipal services, access to records and services of Gram Panchayats(or village councils) and many more services. The State Wide Area Networks (SWAN) and State Data Centres(SDC) complement the CSCs delivery infrastructure. SWANs in each state will connect state headquarters to each block (typically a cluster of 50 villages). SDCs will provide secure storage of government and citizen data and applications by employing appropriate technologies including those for disaster recovery and support for remote maintenance and management 1.3) LOKMITRA-KENDRA The Common Service Centre (CSC) scheme popularly known as Lokmitra Kendra project in Himachal Pradesh aims to establish 3366 e-Governance centres at Panchayat level in the state. The scheme, as approved by the Government of India, envisions CSCs as the front-end delivery points for Government, private and social sector services to rural citizens of India, in an integrated manner. The centres are being established under the Public Private Partnership (PPP) mode thus leveraging the support of various stakeholders such as State Governments, local bodies, opinion
LokMitra Kendra makers and agencies/ institutions involved or having interest, commercial or otherwise, in rural areas/ markets. It is a kiosk based self-sustainable e-governance solution for providing transparent, accountable and responsive administration for grievance handling, land record management and an eclectic mixture of essential Services. The model has been showcased as one of the most successful, popular and influential e-governance solutions. LOKMITRA is a public private partnership program which gives citizens an opportunity to interact with the government without coming to any government office. It is an example of a highly cost-efficient, economically self-reliant and user financed community network.
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LokMitra Kendra 2. INITIAL INVESTIGATION STUDY 2.1) METHOD OF DATA COLLECTION: The data for the study was collected during the summer project period. The research instruments evolved over a period of time after and initial observation period in which an attempt was made to understand the various processes operating in the process of governance from the secretariat levels to the village levels. 2.1.1) On site-Observations : The field visits up to the tahsil and village levels gave insights into the village level administration. 2.1.2) Review Documents : An attempt was made to identify archival and other sources of data. It became apparent in due course of time that archival data, particularly with reference to reports, government orders, minute proceedings was difficult to locate and in case located officials were not willing to share it. Also, the official documents which team was able to get hold were so much comprehensive and detailed but in the slightest manner did not reflect the dynamics of what was on the play on ground. 2.1.3) Interviews : Thus long unstructured interviews and discussions was the only source of insight into the processes that are operational in reality. Team also tried to participate in certain meetings of the district officials to gain an insight of how the things functioned, as the otherwise available reports were very tersely worded, indicating the agenda and result only, rather than the intermediate dynamics. Information technology departments is in charge of the e-governance projects which on regular basis are circulated among the departments, but the officials in other departments very rarely open to these circulars. The engineering departments and technology related departments are something out of place when it comes to district administration. The district administration revolves around the departments related to law and order, board of revenues, and development officers, primary education etc. Thus not a surprise that relationships between the these functionaries at district level say and District administration is never written about in contrast to a plethora of literature on relationships between district magistrates and police. Thus it was most fruitful approach to obtain the various perceptions of various members in these organizations.
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LokMitra Kendra 2.2) RESULTS OF PRELIMINARY STUDY 2.2.1)Bottlenecks/pain points in the current procurement process The current procurement process is cumbersome & time consuming. There is no uniform process or documentation for procurement by different departments in the state. Left hand Does not know what the Right hand is doing. Departments are not aware of the suppliers of different goods and services. There is no directory of suppliers. The history of suppliers w.r.t their business profile, experience and credibility. is not available . There is no standardization of goods and services being procured by different government departments. Lack of capacity in different departments to carry out procurement process. Training in procurement process is lacking. There is no proper system for reaching the perspective suppliers. Publicity procedures and methods are inadequate. Terms and conditions are not realistic. There is no system to insulate the procurement process from different interferences. Lack of transparency. Cartel Formation There is no process to reject even if found unjustified. True competition is lacking in existing procurement process. There is no standardized system of inspection and making payment. There is no centralized quality assurance agency or mechanism to check quality of procured goods and services. 2.2.2) NEED Himachal Pradesh is a State with 55,673 square KMs of area and 68,56,509 population. 90% of the population lives in rural areas as per Census 2011. The offices of Deputy Commissioner, Departmental heads are situated at the district headquarters and sub-division or block level officers/officials are available at sub-div/block headquarters. The geographical terrain is difficult
LokMitra Kendra and people have to travel long distances in connection with any official work. The topography is such that travelling is not only time consuming but very expensive too. To overcome this obstacle and to provide the rural masses with the benefits of Information Technology at their doorstep CSC scheme was implemented. Information , Infrastructure and Services are three essential resources necessary for rural development. Access to information with relevant infrastructure, end to end services allow rural population to enhance their quality of life. Enabling access to a large number of e-governance services like education, health, agriculture information, social and financial inclusion would leads to a solid foundation for economic prosperity of rural India.
2.2.3) Methods for improvement A committee headed by Chief Secretary and comprising of all HODs of major procuring departments be constituted to monitor the progress. A programme management unit (PMU) comprising of well experienced experts in the field of technology, HR & change management, procurement, general administration & finance and contract management be set up. At least two officers from each procuring department be given extensive training in some reputed institute for at least 3-4 months to make them resource persons e-procurement process. A committee be constituted for standardization of quality of goods/commodities. The committee should take into consideration the standardization exercise done by DGS&D, AP & Karnataka. HSN (Harmonized system of numbering), SIC (Standard industrial classification), GLN (global location numbering) systems be studied for Standardization of numbering system for State. E-procurement process should be same for whole Government and all procuring departments. Criteria for evaluation should be standardized. Procurement plan of all the departments should be available on the web site. We should have centralized/identified testing labs/institutes for quality assurance. Directory of quality assurance labs/institutes should be available on the web.
LokMitra Kendra There should be independent agency to draw samples of procured items and get it tested. Standardization of evaluation process. Timely and online payments. SOP (standing operating procedure) should be drawn for procurement procedure/process for all procuring departments to follow, throughout the state, uniformly
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LokMitra Kendra 3. OBJECTIVES OF THE STUDY 3.1) STUDY OF DATABASES The following table gives the current usage pattern, which includes the proportion of households using different services, the mean number of visits to access the services and the associated mean transport costs of attaining those services. The total number of respondents in HP is 999. Himachal Pradesh is a rich state in terms of horticultural produce, and the percentage of respondents who have said that they are presently using horticulture-related services (stated as agriculture related services in Table 2.3) is high. The mean number of visits to procure seeds, fertilizers and insecticides and pesticides is low as horticultural yields take place many times as a result of single plantation. Also other shade-bearing crops like ginger etc. that are sown need not require many visits for crop procurements or nourishment. The mean average transport cost is high as compared to the number of visits, as the state is hilly and the terrain undulating. There are less higher secondary and college going children compared to primary and secondary schools, where the usage is much higher. This is due to the fact that each and every nodal village has a primary school either within the village or within a radius of 1-2 km from the village. The mean number of visits is an indication of the number of days of schooling attended. This is very low for Himachal showing that the absenteeism rate among school children is high. Transport cost for primary education and secondary education is low, which corroborates the fact that the schools are situated close by. As is expected, the transport cost for higher secondary education and college services is high, as these institutions are situated farther away from the villages. Other most commonest forms of availed services comprises of download of mark sheets and forms; photocopying; digital photography and ticketing (This is due to the fact that there is medium migration from Himachal Pradesh to neighboring states like Delhi, Haryana, Punjab).
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LokMitra Kendra Table 3.1: Average number of visits for availing different private services and average transport cost
Services
Valid N
% of N
Mean number trips
Annual
Mean
of Transport Costs
Procurement of agricultural seeds
803
80 85
3 3
70 60
Procurement of agricultural fertilizers 854 Procurement of agricultural 473 5 5
insecticides & pesticides Agricultural inputs - information Agricultural consultancy Marketing facilities to the farmers for their produce Primary education classes Secondary education classes Higher Secondary education College Vocational education Basic computer training Tuition primary school
47 0 0
4 5 1
104 55 813
149 316 229 157 92 8 7 4
15 32 23 16 9 1 1 0
7 10 13 10 9 8 9 17
5902 4 29 103 261 98 70 0
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LokMitra Kendra Services Valid N % of N Mean number trips Tuition secondary school Tuition Hr. Sec. school Tuition College Download of Mark sheets/Admission forms Prescription for common illnesses (Fever/Cough/Diarrhoea, etc.) Prescription for pregnancy, infant issues, child diseases, etc. Prescription for advanced treatment for TB/malaria/Pneumonia, etc. Prescription for advanced treatment for heart diseases/cancer, etc. Medical expenses on diagnostic tests (blood reports, BP checking etc) 10 Retail banking services Entertainment - movies 5 26 1 0 3 0 1 11 12 1 146 346 49 6 8 1 26 22 10 1 1 44 42 4 7 256 960 96 7 191 29 3 4 57 5 3 1 1 0 0 12 20 12 27 24 60 Annual Mean
of Transport Costs
Information on Loans and Insurance 3 Non-banking financial services for loans/credit 3
78
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LokMitra Kendra Services Valid N % of N Mean number trips All types of application forms Crop insurance payments) Internet browsing and email (includes information search) E-daak Bio data Maker Tickets - Rail/Road/Air Long distance Telephony through internet ( ISD ) Photocopying Desk Top Printing (DTP) services Astrology CD burning Digital Photographs Soil Testing Land ownership certificate 60 365 6 4 3 432 15 61 6 37 1 0 0 43 2 6 15 2 1 1 65 2 5 2 43 25 11 4 0 33 43 67 9 3 37 164 1 0 4 16 6 1 3 10 3 1 57 1083 (Application and 1 0 1 11 19 2 6 61 Annual Mean
of Transport Costs
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LokMitra Kendra The government services which are most availed is the different kinds of certificates, examination results and the payment of utility bills and taxes. Cost on transport is high for such services due to non-availability of public mode of transport. Table 3.2: Average number of visits for availing different government services and average transport cost
Government Services No. of trips to Transport cost for one Services avail service N Certificates available at GP (Birth/ Death certificate) Certificates available outside GP 65 2 65 3 Mean round trip N Mean
(Residency/caste/income/marriage/power of attorney/unemployment/disability 121 54 0 0 1 4 2 1 0 0 2 1 121 54 0 0 1 4 34 14 0 0 23 34
certificate) Examination results New bus pass Bus pass renewal Application for Voters ID/PAN card Payment of taxes Payment of utility (electricity, telephone, property tax, water bills)
961
961
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LokMitra Kendra The purpose of CSCs is to build a model that can build disposable incomes while providing the world class services at affordable costs. The following tables illustrates the need of the same with the example from LOKMITRA project : Table 3.3 Estimated Coping Estimated Services Cost of Coping Time
Service Cost of Service Post Taken Pre e-Gov (Rs) 10 10 10 e-Gov 3 hrs 2 hrs 2-3 days
Time Taken Post e-Gov
Pre e-Gov (Rs) Electricity Bill Telephone Bill Land Record Information About Govt. Schemes Result Downloading Driving License License Renewal Road Vehicle Registration Birth & Death 80-100 200-300 Tax & N.A 300 200 Nil 20-30 20 200-300
15-30 min 15-30 min 1 hr
10
N.A
10-20 min
10 80-100 80-100
N.A 15 days 7 days
5-10 min 3-4 hrs 1 hr
10
1-2 days
3-4 hrs
Certificate
10
8-10 days
1-2 hrs
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LokMitra Kendra The following Table gives the cumulative percentage of buyers who are willing to buy a product/service at the best price. Given Himachal Pradeshs horticultural background, there is an overall interest in the buying of horticultural procurements and services.
The literacy rate of Himachal Pradesh is more than 64%. This fact is manifested well in the fact that there is a strong present enrollment in schools and a strong demand for services such as tuitions and basic Computer Training.
Present demand for medical services is high across all categories of households and there is a corresponding high willingness to use the services if they are available at the kiosk. As per the expenditure behaviour, the expenditure on all types of medical treatment put together, is at a high value of 15% to the total expenditure on household consumption items. The respondents presently incur most of this expenditure after traveling to nearby cities where only medical facilities exist. Rural health infrastructure is poor and the resources are scanty. Thus, if the kiosk is able to provide good telemedicine facilities, it should be a hit amongst the local villagers.
Most private services like download of forms and mark sheets, bio data maker, ticketing, ISD, photocopying, digital photography, as well as movies are also expected to be in reasonable demand as CSC services. There is high demand for providing the services related to land records, ration card, certificates, payment of taxes and grievances also.
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Table 3.4 Total figure for usage, suggested price, mean no. of visits for Himachal Pradesh Services Usage Suggested Price Mean no. of visits Agricultural procurements Agricultural consultancy & marketing facilities to the farmers for their produce Vocational education Basic computer training All tuitions Forms and mark sheets (all downloads) Tele-medicine Entertainment - movies Internet browsing and email (includes 9.8 18.8 28.2 63.3 7 7 7 10 0.7 0.4 0.4 0.8 47 49 86 511 41.2 16.0 42.8 36.6 17.3 75.6 23.9 15 200 450 50 7 10 10 2.6 1.4 12.1 12.3 1.1 1.0 2.3 1616 3201 19265 1830 131 741 547 76.6 5 1.5 581 Revenue
information search) E-daak Bio data Maker Ticketing - Rail/Road/Air Long distance Telephony through internet ( ISD ) Photocopying Desk Top Printing (DTP) services
57.3 72.8 4.4
1 0.5 6
1.3 0.9 0.7
74 34 19
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Services Usage Suggested Price Mean no. of visits Astrology CD burning including CD cost Digital Photographs passport size Digital Photographs postcard size Soil Testing Land records Ration cards issue of new cards/ change of name/ change of name Bus pass Certificates available at GP (Birth/ Death certificate) Certificates available outside GP 50.7 5 0.7 183 70.0 8.6 7 7 2.4 1.1 239 68 6.7 6.9 66.2 65.8 30.3 66.4 30 25 2.5 5 20 30 5.8 0.9 1.7 0.6 1.7 1.5 1174 152 277 204 1014 610 Revenue
(Residency/caste/income/marriage/power of attorney/unemployment/disability certificate) Application for New 14.4 46.1 74.0 35548 100 3 10 0.3 5.5 0.9 44 766 642 78.6 10 1.8 1443
passport/renewal/change of name & address Payment of all bills Grievances Annual Total
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Services Usage Suggested Price Mean no. of visits Revenue
Monthly Total
2962
3.3) STUDY OF VARIOUS MODULES The LOKMITRA (CSC) is a three tier structure: STATE DESIGNATED AGENCY Facilitate e-readiness of the State Provide policy, regulatory and other support at State level Coordinate, manage & monitor the receipt & utilization of financial support received from the State Government / Government of India Facilitate integration of the existing ICT enabled and other Government Schemes into the CSC Scheme Help identify CSC locations Coordinate and facilitate interactions between the SCA and State Government Departments, District Administration for enabling delivery of Government services through CSCs, in an integrated manner.
SERVICE CENTRE AGENCY The SCA would be the prime driver of the whole CSC eco-system.
LokMitra Kendra The SCA would be supported by the NLSA and the respective State Designated Agency (SDA) to implement the CSC Scheme in their specified areas of operations. This could include activities such as identifying the required applications and services, harnessing the State Wide Area Network, identifying, selecting and training the VLE, establishing the CSC (either directly or through the VLE), supplying, aggregating and updating contents.
VLE (VILLAGE LEVEL ENTREPRENUER) The VLE is the key to the success of the CSC operations. While content and services are important, it is the VLEs ability that would ensure CSC sustainability. A good VLE is expected to have some financial strength, strong social commitment as well as respect within the community. The quality of service at the CSCs would depend a great deal on the quality of VLEs. Selection and proper training of the VLE, therefore would play a vital role in making the CSC Scheme a success.
FIG. 3.1) THREE TIER CSC ARCHITECTURE
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4. NEED AND SIGNIFICANCE OF THE STUDY The purpose of implementing e-governance is to enhance good governance. Good governance is generally characterized by participation, transparency and accountability. The recent advances in communication technologies and the Internet provide opportunities to transform the relationship between governments and citizens in a new way, thus contributing to the achievement of good governance goals. The use of information technology can increase the broad involvement of citizens in the process of governance at all levels by providing the possibility of online discussion groups and by enhancing the rapid development and effectiveness of pressure groups. Advantages for the government involve that the government may provide better service in terms of time, making governance more efficient and more effective. In addition, the transaction costs can be lowered and government services become more accessible SIGNIFICANCE OF THE STUDY With the sole mission of bringing district administration closer to the common people thus offering efficient and effective services, E-governance is evolved with the following objectives. To provide a friendly, affordable, speedier and efficient interface between the government and the public. To ensure greater transparency, efficiency, objectivity, accountability and speed that can help tackle most of the maladies of the government by providing efficient services to the public. To provide responsive and transparent services to the citizens of the state. To provide cost effective service and at the same time improving the quality of service. To provide a single window for government services at district level. Extending the benefits of ICT by creating awareness in areas of e-administration, e-education, ehealth etc. Facilitating the growth of Internet Service Providers (ISPs) throughout the district and especially in remote areas. Streamlining the functioning of Collectorate Office by reducing the response
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LokMitra Kendra time and improving the efficiency and productivity of manpower in handling public grievances through internet and increasing their accountability to people.
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5. SCOPE OF THE STUDY Scope means defining the specific boundaries, or extent, of the project up-to which the study has been made. Scope of the Project To connect all the Tehsils/ Sub Tehsils/ Sub Divisions/ Blocks/ District Headquarters with State Headquarter Project Start Date: February 2, 2007 Commissioning Date: May 26, 2008 Operation Period: 5 years, i.e. up to May 25, 2013 One CSC to service a cluster of 6 villages 6,00,000 villages networked CSCs enabled with appropriate IT Infrastructure and Connectivity Scheme to be implemented in a PPP Framework Focus on Rural Entrepreneurship & Market Mechanisms Focus on Private Sector services for quick sustainability CSCs to be positioned as the retail extension outlets in rural India. No Capital Subsidy but Guaranteed Revenue Support from State/Centre about the Scheme. The task is to integrate the commercial goals of private sector with the larger development goals of the State as well as Nation. Hence, the Scheme is being deliberately positioned as a multi-dimensional
Initiative: Not just e-governance; Not just information; Not just digital services But all that and more based on the Community needs
The Scheme is not about rolling out IT Kiosks but building rural businesses linking rural Himachal to a basket of information, goods and services through end-to-end demonstrable models.
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LokMitra Kendra 6. TECHNOLOGY USED 6.1) Core Infrastructure 6.1.1) HIMSWAN Himachal State Wide Area Network or HIMSWAN is the core infrastructure project under NeGP that intends to support various e-Governance initiatives in Himachal Pradesh by providing connectivity to Government Offices and Integrated Community Service Centres at State, District, Sub-Divisional, Tehsil and Block headquarters in the state. By implementing HIMSWAN, the State Government aims to modernize the communication infrastructure in the state so as to provide consistent network for G2C, G2E, G2B and G2G interfaces.
M/s Hewlett Packard India Sales Pvt. Ltd. has been appointed as the SWAN Operator for supplying, installing, operating and maintaining the network for 5 years. The State Government through its agency Society for Promotion of IT and e-Governance (SITEG) endeavors at facilitating implementation and provide horizontal connectivity to various Government Departments. The HIMSWAN project has been divided into two phases _ HIMSWAN-I and HIMSWAN II. Under the HIMSWAN-I, a Local Area Network with 600 nodes has been established in HP Secretariat. The budget spent for the first phase is Rs.1.55 crores. The network has been functioning smoothly and Referencing Monitoring System has been implemented on this network. The network has also been connected to Internet. The HIMSWAN-II project proposal has been approved by the Ministry of IT, Govt. of India. MIT GoI has sanctioned Rs 50 crores and released first installment of Rs 10 Crores. In this project HP Secretariat, Departments, District, Sub-divisional and tehsil offices will be linked with one another for immediate availability of data for queries and reports. Various applications which are being run over HIMSWAN include Online HRTC Bus Reservation, SUGAM (Integrated Community Service Centre) bills payment, e-Registration for Electoral rolls, Factory database for labour and employment, HP Public Service Commission,
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LokMitra Kendra Online registration for HP Judicial Services Examination, Court Case Monitoring Software for Divisional Commissioner office, Weekly prices of essential commodities and many more. By bringing Government departments closer to the masses, quick grievance redressal, facilitating expert advice to farmers and villagers, facilitating various applications like E-mail, file transfer, broadcast and data communication, extensive video and tele-conferencing facilities, intranets, electronic data interchange services, value added networks etc. , SWAN proposes to benefit all segments of the society. 6.1.2) State Data Centre In order to consolidate the G2G, G2B and G2C services, the State Data Centre project has been proposed under NeGP. These services can be rendered by the States through common delivery platform seamlessly supported by core Connectivity Infrastructure such as State Wide Area Network (SWAN) and Common Service Centre (CSC) connectivity extended up to village level. In the case of Himachal Pradesh, the RFP of the project is under review and finalization by DIT/State. The whole project is expected to be completed by Sept-Oct 2011. 6.1.3) State Portal and SSDG Under NeGP, the Government desires to create an integrated information infrastructure that will expand, integrate and enhance the utility and reach of the services provided by the Government by utilizing the network of the Common Service Centres. In order to provide single interface for all the G2C services, the State Portal (SP) along with State Service Delivery Gateway (SSDG) are being developed in the Himachal Pradesh. The State Portal of the Himachal Pradesh has been developed by the State NIC unit. It captures and provides comprehensive information about the state, State Government and its respective Departments. One can also avail many e-services through the portal that includes RTI Search, Online bill submission, downloadable forms for Birth certificate, Ration Cards, Vehicle registration etc., and links for schemes like Lok Mitra and AGMARKNET etc. Currently, the SP and SSDG project is in its implementation stage. Detailed Project Report for the implementation of the e-forms on state portal and SSDG project has been approved. KPMG has been chosen as consultant for the implementation of the project in the state.
LokMitra Kendra 7. H/W & S/W REQUIREMENTS First of all, computer kiosks are either set up in every panchayat or the existing cyber cafes computer training centres are co-opted into the system. These are designated as Lokitra Kendras and are equipped with computers, Printers, UPS and generators if required. These centres are registered with the District Administration for a fee. From these Kendras any citizen can file a complaint on payment of a nominal Charge of Rs 10 for every complaint. The Kendra assists the people in accessing the Lokmitra site and typing his complaint. Later on, it also helps the complainant in tracking his complaint and in following it up. A fee of Rs 5 is charged for follow ups. The Kendra is trained in the use of Lokmitra software by SCA. While the Lokmitra can be accessed from anywhere, it is necessary to log on from a kiosk to register a complaint. There are two kinds of costs involved in the project the capital cost and recurring expenditure. The Government just needs to make the capital investment, while the recurring expenditure will be met by the registration and service charges collected. Since the backbone of the project is Internet and the density of Lokmitra Centres plays an important role. The private participation not only reduced the burden on the State Government, but also facilitated faster expansion of the project. The management, operations, expansion & technical up-gradation of the project & Lokvani Hub will be done by the SCAs, which will collect funds through registration and revenue sharing for the services being provided through Lokmitra Centre. Lokmitra is hosted on internet using SQL Server as back end database and ASP is used for writing application. Any client connected to Internet can access Lokmitra using browser if he has proper authorization. Lokmitra is a service delivery project and utilizes the service oriented architecture like single windows access to multiple services, use of local language, quality of service, improvement in speed of delivery, the ease of use etc. The communication software used in the project has been developed by NIC in Hindi. Lokmitra project requirement can be categorized into three parts: (1) Infrastructure for stetting up Lokmitra hub and Information kiosk, which will be provided by the District Administration. (2) Local Area Networking (LAN) connecting the Lokmitra HUB, NIC District Centre and the Sections of the collectorate that are offering Services through Lokmitra Project.
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LokMitra Kendra (3) Computer Hardware & Software, that is necessary for the Lokvani Hub and different sections of the collectorate. Hardware & software components: Computer hardware, software & LAN require specific components which are mentioned below: (a) Server (Intel Pentium Xeon based) (b) Information Kiosk (c) Clients(Intel Pentium IV Based) (d) Printers Laser. (e) Printers DMP (f) UPS for Server & Networking (g) Components (Online) (h) UPS for Clients (i) Software (System Software & Databases) (j) Networking (Active & Passive Components for LAN) (k) Touch Screen Kiosks (l) 11 IVRS Card / Software
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LokMitra Kendra 8. FEASIBILITY STUDY OF PROJECT Before rolling out a project of this large dimension a feasibility study is conducted in order to find out that where should be the CSC located, what are the service that could be offered and most importantly what cost should be offered so that the project remain a viable business entity. The report of this study was intended to provide the initial directions and guidelines pertaining to establishment and operations of CSC. The feasibility of the system can be measured in 4 different ways as listed below Operational feasibility Technical feasibility Economic feasibility Scheduling feasibility
8.1) Operational Feasibility Operational feasibility means that a proposed system will be used effectively after it has been developed. If users have difficulty with a new system, it will not produce the expected benefits. Operational feasibility depends on several vital issues. Following questions were considered during operational feasibility: Does management support the project? Do users support the project? Is the cur-rent system well liked and effectively used? Do users see the need for change? Will the new system result in a workforce reduction? If so, what will happen to affected employees? Will the new system require training for users? If so, is the company prepared to provide the necessary resources for training current employees? Will users be involved in planning the new system right from the start? Will customers experience adverse effects in any way, either temporarily or permanently? Do legal or ethical issues need to be considered?
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LokMitra Kendra Evaluation of operational Feasibility Since the e-governance is the need of the hour therefore the project is supported by the users as well as the management. The common services centers will provide huge opportunity of jobs for the educated people. The users of the previous system will experience no kind of adverse effects.
Thus in every sense the LokMitra project is fully operational in nature 8.2 ) Technical feasibility Technical feasibility refers to the technical resources needed to develop, purchase, install, or operate the system. When assessing technical feasibility, team considered the following points: Does the necessary hardware, software, and network resources are available? If not, can those resources be acquired without difficulty? Does the company have the needed technical expertise? If not, can it be acquired? Does the proposed platform have sufficient capacity for future needs? If not, can it be expanded? Will the hardware and software environment be reliable? Will it interface properly with external systems operated by customers and suppliers? Will the combination of hardware and software supply adequate performance? Do clear expectations and performance specifications exist? Will the system be able to handle future transaction volume and CSCs growth.
Evaluation of technical feasibility The required technical resource are hardware such as Server (Intel Pentium Xeon Printers Laser, Printers DMP, UPS for Server & Networking based) Information Kiosk Clients(Intel Pentium IV Based). Most of them are already available and can be purchased to setup the centers
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LokMitra Kendra Also the software required are the system software, databases, LAN and web-portals. If they are not available, they can be developed in-house. The technical evaluation shows that it would be technically feasible to develop the system. 8.3) Economic Feasibility Economic feasibility means that the projected benefits of the proposed system outweigh the estimated costs usually considered the total cost of ownership(TCO), which includes ongoing support and maintenance costs, as well as acquisition costs. To determine TCO, the team estimated costs in each of the following areas: People, including IT staff and users Hardware and equipment Software, including in-house development as well as purchases from vendors Formal and informal training Licenses and fees Consulting expenses Facility costs The estimated cost of not developing the system or postponing the project. Evaluation of Economic Feasibility Project hardware set-up Cost for Lokmitra Centre: (a) Computer: 5 * 40,000 = 2, 00,000 (b) Printer: 2 * 25,000 = 50,000 (c) Hardware Online UPS: 1 * 1, 00,000= 1, 00,000 (d) Lokmitra Software: 75, 000
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LokMitra Kendra (e) Other software applications: 25,000 (f) Networking Hub and LAN Cabling: 20,000 (g) Civil Work: 30,000 (h) Electrical work: 20,000 Other Costs: (1) Operators Salary: 5 * 2,000 = 10,000 (2) Administrator Salary: 1 * 8,000 = 8,000 (3) Peon salary: 2 * 1,000 = 2,000 (4) Stationery for printing: 1,500 (5) Printer toner refilling: 5,000 (6) Other stationery: 2,000 Recurring monthly income: (a) Grievances 100*240=24,000 (b) Arms 300 * 40=12,000 (c) Land Records 300 * 40=12,000 (d) Tenders 200 * 40=8,000 (e) Certificates 120 * 40=4,800 (f) Miscellaneous 200 * 40=8,000 Estimated Income of Lokmitra centre: (a) Government grants: 15, 00, 000 (b) MP/MLA / Contingencies: 10, 00, 000
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LokMitra Kendra (c) Kiosk Agreements: (100X1000): 100,000 Cost for setting up new kiosk at Village Panchayat level with one time investment: (1) Computer- Rs 30, 000 (2) Printer - Rs 10, 000 (3) UPS Rs- 5, 000 (4) Generator - Rs. 25, 000 (5) Solar power support cost - variable (6) VSAT Cost - variable Recurring (per month) on a Kiosk (1) Rent off shop : 500 (2) Electricity/water/maintenance expenditure: 1000 (3) Internet expenses: 500 (4) Stationary & other consumable items: 500 Monthly Estimated Income of Kiosks from Lomitra Services: (1) Grievance redressal: 300*10 = 3000 (2) Arms Licences: 300*5 = 1, 500 (3) Land Records: 150*10 = 1, 500 (4) Tenders: 50* 20 = 1, 000 (5) Certificates: 60*10 = 600 (6) Miscellaneous = 2, 000 Total =9, 600
LokMitra Kendra Income from Other Service (a) Digital photography: 1,000 (b) Net Surfing: 1,000 (c) Computer typing: 1,000 Total =3,000 Monthly Net Income of Kiosks: = 9600 +3000= 12, 600 INR Monthly Saving of Kiosks Saving = Net income-Recurring Expenditure = 12, 600-2500= 10, 100 INR Since the projected benefits are greater than TCO therefore the project is economically feasible 8.4) CONCLUSION The LokMitra Project is feasible and we can proceed to next level of development that is the System Design
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LokMitra Kendra 9. DETAILED DESIGN 9.1) BASIC BUILDING BLOCK OF PROPOSED LOK-MITRA MODEL The proposed E-Governance model for LOK-MITRA covers all important aspect of E Governance in a single model. There are four Basic Building Blocks of proposed E Governance Model. The lowest block is the Administration Block, which regulates the overall function of any country through efficient government. The overall regulation of government bodies may be carried out by using appropriate Technical know -how. The Technical know -how block includes computerization of manual processes, commonly agreed technological standard, Database related applications and easy access of information. The third block is Service Block, which includes all available operations of the E Governance. It provides an interface be-tween user and government system. The upper block is Stakeholder Block, which has various categories of users working with the system. The user categories may be a Citizen, Business organization or any Government organization. 9.1.1) Module 1: Administration Administration is a way of management of any working system supervised by an administrator. In any democratic system the administration may be governed by a structured body name as government. The term Governance is basically the responsibility of a Government which includes each and every processes performed by the government body. The main activity of the government is to control the working of different departments for example Finance, Health, Education, Agriculture, Employment etc. All these activities are now maintained efficiently by using ICT. The transformation of the working from conventional methods to modern methods of Information Technology (IT) is now known as E-Government. The use of ICT in government activities have given a new idea of governance knows as E Governance. 9.1.1.1) Salient features of the proposed model The purpose of E-Governance is to establishing good governance and have seamless coordination between government authorities, public and business parties. The utilization of ICT may join all three different sectors and support development and management. Therefore, following are the salient features of the proposed model.
LokMitra Kendra To provide proper information and awareness to the citizen about the political practices and choices available. To provide online services and active participation for different citizen services. To utilize ICT in government functions, that provides quick and well-organized communication with the people, business and other agencies. To provide better decision-making through greater decentralization of governance. The proposed model is based on ICT, which may reform organizational structures in both centralized as well as decentralized manner. These approaches of E-Government have their own set of advantages and disadvantages.
9.1.1.2) Centralized Model Centralize government initiatives are favorable as portals and services to reduce cost and integration issues. Centralize government initiatives may share technical, financial and human resources. A Single portal access is very useful for any end user because all the information may be centrally available here. There are following features of Centralized E-Governance model. All government process based on ICTs are centralized in one organizational unit. Generally limited Infrastructural and set up costs but less effective. Centralized E Governance models have a single interface for its different users and these models could be easily enforced. 9.1.1.3) Decentralized Model Decentralized model is required at lower level so that various projects can be handled separately from initiation to execution .There are following features of Decentralized E-Governance model. All government functions could be distributed among various divisions or organizations. Generally has a high coordination cost.
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LokMitra Kendra State level Model of E Governance The State level model is based on the combination of both centralized and decentralized approaches. In State level, State government becomes the main coordinator of the project and lower government offices with their departments become the partners of that project. Certain important decisions are jointly made and then standardized across the various levels. Responsibilities as well as capabilities are decentralized at different government departments/levels, with infrastructure and output sharing across the State as a system. Generally, high E Governance set up costs but more responsive to stakeholder needs. Higher level committees are formed to manage various Government activities. These committees have authority to control the functioning of large area. Intradepartmental or horizontal and vertical collaborations are very essential for success of any E Governance project. It is very necessary to perform governance functions, share information and deliver services to all stakeholders. These collaborations depend on issues like what are the different types of intradepartment collaborations exist in E-Governance and why intradepartment collaborations are important.
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LokMitra Kendra VERTICAL PORTAL : A centralized G2C portal provides services to all central, state and local governments. HORIZONTAL PORTAL : Portals of a particular govt. agency works only for a single level. FIG 9.1 Horizontal and vertical interconnection for e-governance Central Government
Horizontal Portals
State Government Vertical Portals

Horizontal Portals
Vertical Portals Horizontal Portals
Local government
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LokMitra Kendra 9.1.2) Module 2: Technical Know How For E Governance, there are many applications need to be automated. Various departments seek computerization and other technological transformation of their working strategies. Now it is necessary to conceptualize the whole approach and develop a standard framework and protocols for the regulation of all E Governance activities. The proposed Model uses Data Mining and Data Warehousing for improving the service performance of the E Governance system. 9.1.3) Module 3 : Service Block In the service block, services of E-Governance as end results are provides to the citizens for betterment of their lives. It also provides an interface so that a common citizen may participate in decision making processes. The Service Block also helpful to simplify complex government process in which too many offices and manpower required. The final center of attention will be on efficient and well-organized delivery of government services. The commonly used services are information access, making payments, submitting complaints and downloading forms for some purpose. 9.1.4) Module 4 : Stakeholder Block Stakeholder is an individual person, group of persons or a community having common area of interest and commonly affected by any system. Here E-Governances has a wide range of stakeholders. The main groups are identified in 3 parts. 9.1.4.1) Citizen Citizen is associated with the E Governance by using Government to Citizen (G2C) interface. Government to Citizen(G2C) interface is an online interaction between government and private individuals.
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LokMitra Kendra 9.1.4.2) Business Business is associated with the E Governance by using Government to Business (G2B) interface. Government to Business(G2B) interface is important because various trades and business related transactions are required by the government for the regulatory purpose. 9.1.4.3) Government Various governments departments are associated with one other by the means of E-Governance by using Government to Government (G2G) interface. It provides online interaction of different levels of government. The objective of G2G is to build new relationships between different departments of government. These relationships help collaboration between levels of government, and reform state and local governments to convey better services to the citizen. The diagram in the next page shows the data mining in different departments by using distributed system
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LokMitra Kendra FIG 9.2 Knowledge sharing in different Areas
G2C Interface
G2C Interface
G2C Interface
G2C Interface
G2C Interface
Citizen Support Solution
Lesson Learnt
Expert Database
E-Governance Process
Government Collaboration
DSS for Government
Intelligent Search & Data Mining
Document Management System Information Warehouse
Collect & Organize
Regulatory Departments
Development Departments
Social & Welfare Departments

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LokMitra Kendra 10. DFDs OF EXISTING AND PROPOSED SYSTEM 10.1) Traditional System (Manual) Fig 10.1) 0-Level DFD
Service request Service Customer Process Service Provider
Service generation
Two main entities in manual system are Customer (source) and Service Provider (destination). The manual system is direct in which source request for service and destination provides the resources through some mechanism called as process.
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LokMitra Kendra Fig 10.2) 1-Level DFD

Request
Service Details
Customer Acknowledgement
Payment
Private Sector
Government Offices
Edit Information
Customer & Billing Details
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LokMitra Kendra
Fig 10.3) DFD (Electricity Bill Payment)
Bill Generation
Electricity Board
Customer Request Payment

Deposit Bill
Generate Amount
Bill Status
Updation
Bill Details
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LokMitra Kendra
10.2) New Computerised System
Fig 10.4) 0-Level DFD
Request Customer Acknowledgement Service Process Service Generation VLE
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LokMitra Kendra Fig 10.5) 1-Level DFD Service Request Customer Payment Acknowledgment Deposit VLE
Working
Service Portal
Report Generation
Revenue Share
Capital
Update Monitoring Edit Information Revenue Services Government Sector Private Sector Service Centre Agency Revenue
Information Retrival
Information Retrival
Customer information
Customer services
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LokMitra Kendra Fig 10.6) DFD : Electricity Bill Payment ( G2C Services )
Deposit Bill
Customer
Generate Receipt
VLE
Deposit
Service Portal
Payment
Revenue Share
Billing Process
Working Capital
Service Centre Agency Access Details Deposit
Update
DIT
Report & Amount
Revenue
Electricity Board
Customer & Bill Details
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LokMitra Kendra
Fig 10.7) DFD : Mobile Recharge ( B2C Services )
Recharge Request Customer Confirmation Payment

Deposit
Service Portal
VLE
Revenue Share Recharge Details
Working capital
Update
SCA
Bill Information & Payment
Revenue Telecom Companies
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LokMitra Kendra
11. E-R DIAGRAMS SHOWING PREVIOUS AND PRESENT SYSTEM
Fig 11.1) E-R Diagram (Traditional System)
Name
Address
Information
Interaction
Customer 1
gets 1
Service
Domicile
Transaction
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LokMitra Kendra
Fig 11.2) E-R Diagram (Electricity Bill Payment)
Bill No.
Name
Address
Customers Bills m Bill
Electricity Board Deposit 1
Address
Amount
Collection Counters
Employees
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LokMitra Kendra
Fig 11.3) E-R Diagram (Present System)
Name
Address
Name
Counter Id.
Address
Customers
Gets service
VLE m
Domicile
Monitoring
SCA
Government Agencies m
1 Link m
Private Agencies
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LokMitra Kendra Fig 11.4) E-R Diagram (Electricity Bill Payment)
K. No.
Acc. No.
Counter Name Id. Address
Customers Bill
Deposit
VLE m
Monitoring
Name
Amount 1
SCA
1
Get Information
DIT
Servers
Customer Details
Bill details
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LokMitra Kendra 12. INPUT PROCESS OUTPUT DIAGRAMS (IPO) AN IPO diagram is graphical representation of the various input, output and process activities. The IPO diagram is a visual representation of a process or activity. It lists input variables and output characteristics. A detail diagram is a low-level IPO chart that shows how specific input and output data elements or data structures are linked to specific processes. In effect, the designer integrates a system flowchart into the overview diagram to show the flow of data and control through the module. Why use it? It is useful in defining a process and recognizing the input variables and responses or outputs. The IPO diagrams for various service provided by the Lokmitra Kendra are shown below Fig 12.1) IRCTC (Indian railway Catering Tourism Corporation Ltd) online ticket booking :
STATE WEB
PORTAL
ITCTC WEB PAYMENT GATEWAY BANKS/MASTER/VISA
payment
CSC
PORTAL
SCA ONLINE TRANSACTION PORTAL
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LokMitra Kendra
Fig 12.2) The transactions process for BSNL bill payment through CSC is explained above
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LokMitra Kendra
RESIDENT BANK ACC.
Inform: call/sms
RESIDENT
Authorize INTERPORT-
Debit
Withdrawal request
Cash
UIDAI
Authenticate
ABLE SWITCH
Forward Switch
Credit
BCS BANK ACC.

Adhar number Transaction Information , biometrics
BC WITH MICRO ATM
Fig 12.3) Cash transaction Framework
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LokMitra Kendra 13. FUTURE SCOPE Future research should be done across all Kendras in order to understand their implementation challenges and bottlenecks. There should also be attempt to study the emerging business models and see if it can be replicated in other Kendras. The LokMitra project in Himachal Pradesh should also be compared with other similar CSCs projects across the India in order to adopt the best practices. The success of this endeavor would not only depend upon providing connectivity and premises for the centers or G2C services but would also require a change in the mindset of the people associated with the project. There are also some cases when the SCAs are exiting the states saying that project is not feasible there. Therefore the successful implementation of the project it is very necessary to have full details about the background of the SCAs. Development of content and services would be a continuous process. Availability of local online content would be an area that would impact the CSC revenues. To surpass this problem it is essential to develop a de-centralized model of aggregating content providers across various regions and languages and excite them to invest in vernacular content that could be used in the CSC. Applications/training should also be provided to the VLE to enable local content development. Such a strategy would ensure a rapid scale up of local content building for rural India. For example, MSN India, Yahoo India, Google India, Sify, Rediff, as well as local portals like Web Duniya, etc. would be willing to develop local and regional content and service applications for the CSCs. Existing local portals in regional languages should be assembled by the SCA on a local SCA portal and offered to the CSC. If local portals see value in such a service being offered through the CSC, they may push investments in betterment of content and applications. In spite of some reservations and potential negative implications of implementing and designing e-governance, including disintermediation of the government and citizens, impacts on economic, social and political factors, vulnerability to cyber-attacks and disturbance to the status quo in these areas, e-governance can radically change the face of governance, especially in big country like India and provide its citizens, an interface to get better and more efficient government services
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LokMitra Kendra
14. CONCLUSION Institutions, which are the mechanisms of actualizing both democracy and development, need drastic reforms at all the levels of the governance. Good Governance cannot be achieved in isolation, all the players have to unanimously strive towards a common goal in order to initiate change. There is no dearth of serious concerns, debates and proposals about various reforms, from parliament to judiciary, the executive and local governance, but implementation machinery of ours performs not up to the potential and that is where our constructs get really blurred. If we need some significant changes to be visible, we need to spend resources, and strengthen the implementing machinery, creating feedback loops through ordinary citizens and be responsive to their concerns. Governance systems should follow a cyclical mechanism rather than the top to down enforcement which we have seen for ages. In order to bring change aspirations need to circulate through all the channels and make their presence felt, on the other hand the state should be responsive to the aspirations. The electronic governance systems are a small tool in the process which will certainly improve this communication grid. We need to invest our resources, energy on these tools also to achieve the larger objective. The projects like LokMitra should be promoted to a large extent up so that those who are alienated from the mainstream processes can at least assert their needs and aspirations. It is necessary to have a dialogue in a democracy and effective channels of communication are a must for the success of a democracy. Internet has evolved as a strong medium for the same, we need to integrate it with our governance processes and public delivery mechanisms for an effective administration. The CSC is a great effort by government of India in making government services more accessible and introducing transparency in the entire system. However it has been observed that most e-governance suffer delay and encounter failure as the implementation agencies lack guidance in the area of planning and implementation of e-government projects. The investment in the e-governance project tend to produce below par results in the absence of the standard methods also. It is therefore critical to have suitable policies, guidelines and specifications well
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LokMitra Kendra laid out to overcome the problems associated with planning and implementation of e-government project. At the same time the Kendras are being rolled out connectivity options should be provided to them because in this project the basic service delivery requires internet connectivity. It was seen in our study that with the SCAs that those who have made complete initial investment without letting the VLE to take loan from the bank have been more successful in making the Kendras more sustainable. In our study came out that the different SCAs are following different methods for the sustainability of the project. Therefore it is suggested that effort should be made to share the knowledge among the various agencies in order to make the project more successful. For success of an e-governance project and superior service delivery, it is imperative that the government agencies focus on whole citizen experience. Focusing on the citizen is essential for long term success. The govt. agencies need to integrate information from all points of citizen interaction. The overall architecture for e-Governance needs to ensure that the architecture components are extensible and scalable to adapt to the changing environments. The real challenges are how to develop and sustain successful e-governance projects and deliver state of the art e-services to citizens. Unfortunately its not as easy as adding e in front of your service delivery mechanism. Successful e-governance initiatives can never be taken in haste. Particularly for the democratic nation of the billion people like India, e-Governance should enable seamless access to information and seamless flow of information across the state and central government in the federal setup. No country has so far implemented an e-governance system for one billion people. Some of the requirements for implementing successful e-governance across the state are E-Governance framework across the nation with enough bandwidth to service a population of sixty five lacks. Connectivity framework for making the services reaches rural areas of the state or development of alternative means of services such as e-governance kiosks in all region languages.
LokMitra Kendra State Citizen Database which is the primary unit of data for all governance vertical and horizontal applications across the state and central governments. E-governance and interoperability standards for the exchange of secure information with non-repudiation, across the state and central government departments seamlessly. A secure delivery framework by means of virtual private network connecting across the state and central government departments. Datacenters in centre and states to handle the departmental workflow automation, collaboration, interaction, exchange of information with authentication. Only with an honest effort and involvement from all the stakeholders of the project will the LokMitra initiative be able to achieve what it had set out to do to develop a platform that can enable the government, social and private sector organizations to integrate their commercial and social goals for the benefits of the benefits of the rural population in the remotest corners of the state through a combination of IT as well no IT services.
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LokMitra Kendra 15. VARIOUS ANNEXURES
List Of Tables Table 3.1 Average number of visits for availing different private services and average transport cost Table 3.2 Average number of visits for availing different government services and average transport cost Table 3.3 Table 3.4 Comparison between pre e-government and post e-government. Total figure for usage, suggested price, mean no. of visits for Himachal Pradesh
List Of Figures Figure 3.1 Figure 9.1 Figure 9.2 Figure 10.1 Figure 10.2 Figure 10.3 Figure 10.4 Figure 10.5 3 tire architecture for LokMitra Horizontal and vertical interconnection among e-governance Knowledge sharing in different areas 0-level DFD: Traditional System (Manual) 1-level DFD for data collection DFD: electricity bill payment Simplified DFD showing Customer and VLE relationship 1-level DFD showing Data collection
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LokMitra Kendra Figure 10.6 Figure 10.7 Figure 11.1 Figure11.2 Figure 11.3 Figure 11.4 Figure 12.1 Figure 12.2 Figure 12.3 DFD for electricity bill payment (G2C Services) DFD for mobile recharge (B2C Services) E-R diagram for traditional System E-R diagram for electricity bill payment E-R diagram present system E-R diagram (electricity bill payment) IRTC online booking The transaction process for BSNL bill payment Cash transaction process flow
List Of Abbreviations GoHP DIT SDA : Government of Himachal Pradesh : Department of Information Technology : State Designated Agency
SITEG : Society for Promotion of Information Technology and e-Governance SCA VLE NLSA G2C B2C PPP DFD E-R : Service Centre Agency : Village Level Entrepreneur : National Level Service Agency : Government to Citizen : Business to Consumer : Public Private Partnership : Data Flow Diagram : Entity-Relationship
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LokMitra Kendra Bibliography 1. LokMitra Sugam Kendra Himachal Pradesh [http://www.gramsugam.com/Media.aspx] 2. Govt. of Himachal Pradesh [http://himachal.nic.in/] 3. Department of electronics and information technology Govt. of India [http://www.cscindia.org/] 4. GNG Group journal. 5. System Analysis and Design by Elias M. Awad, Galgotia Publication Pvt. Ltd. 2nd edition.
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LokMitra Kendra

A SAD PROJECT REPORT ON

UNIVERSITY INSTITUTE OF INFORMATION TECHNOLOGY HIMACHAL PRADESH UNIVERSITY

University Institute Of Information Technology

LokMitra Kendra CERTIFICATE

Dr. Neeraj Sharma Director UIIT

Mr. Rajesh Chauhan (System administrator and project guide)

University Institute Of Information Technology

LokMitra Kendra ACKNOWLEDGEMENT

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

KEY RECOMMENDATION FROM STUDY

University Institute Of Information Technology

Basic Process flow for Lok Mitra Kendra

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

Mean number trips

Procurement of agricultural seeds

Procurement of agricultural fertilizers 854 Procurement of agricultural 473 5 5

149 316 229 157 92 8 7 4

5902 4 29 103 261 98 70 0

University Institute Of Information Technology

Information on Loans and Insurance 3 Non-banking financial services for loans/credit 3

University Institute Of Information Technology

University Institute Of Information Technology

(Residency/caste/income/marriage/power of attorney/unemployment/disability 121 54 0 0 1 4 2 1 0 0 2 1 121 54 0 0 1 4 34 14 0 0 23 34

University Institute Of Information Technology

Time Taken Post e-Gov

15-30 min 15-30 min 1 hr

N.A 15 days 7 days

5-10 min 3-4 hrs 1 hr

University Institute Of Information Technology

University Institute Of Information Technology

57.3 72.8 4.4

1.3 0.9 0.7

University Institute Of Information Technology

University Institute Of Information Technology

FIG. 3.1) THREE TIER CSC ARCHITECTURE

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

University Institute Of Information Technology

State Government Vertical Portals

Vertical Portals Horizontal Portals

University Institute Of Information Technology

University Institute Of Information Technology

LokMitra Kendra FIG 9.2 Knowledge sharing in different Areas

Citizen Support Solution