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8/9/2019 6-Mr. Jay Satyanarayan
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Urban e-Governance.. Opportunities & Challenges
J Satyanarayana IASCEO, National Institute for Smart Government
15th February 2007
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Agenda e-Governance
Opportunities in Urban e-Governance
Governance Problems in Urban Areas
An Approach to e-Governance
Challenges
Mission-Mode Program of GOI
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Essence of Good Governance
Least Governance Deregulation Right-Sizing Partnership
Customer-centricGovernance
Service-centricity Efficiency Joined-up Government
ParticipativeGovernance
Inclusion Communication Consultation
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What is e-government ?It is thetransformationof government
to provide
Efficient
Convenient &TransparentServices
tothe Citizens& Businesses
through
Information & Communication Technologies
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The Four Pillars of eGov
People
P
roces
s
Te
chnolo
gy
R
esources
e-Government
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E-Gov needs a holistic approach
ProcessReform
Management
ResourceManagement
ProcurementManagement
Technology
Management
Knowledge
Management
ChangeManagement
ProgramManagement
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Opportunities for Urban e-Governance
Close contact with Citizen, High Visibility
Large & Concentrated Public Interface
Large IT-aware middle-class
Unique position of ULBs to play a central role Wide-ranging service requirements
Relatively better IT Environment Infrastructure, People GIS tools for Urban Planning
Many Global Best Practices
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Problems in Urban Governance
Poor Delivery Infrastructure Largely manual
Shortage of Resources
Problems of Urban Poverty Pressure of continuous urbanization
Pressure on Environment Sanitation
Traffic, Pollution
Burden of the Legacy Systems & Procedures
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An approach to Urban e-Gov
Goal
Timeline
Internal Efficiency
Integrated Services
Active engagement of Citizens
E-Government
E-Governance
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Strategic Decisions
Adopt Enterprise-wide approach
Implement in Phases Modular design
Leverage PPP models Quick wins followed by visible results every
quarter or half-year
Interlink with other eGov Schemes
Adopt a standards-based approach
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Service Categories
Internal Efficiency
Citizen facing
Business Facing
Developmental
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Internal Efficiency
Revenue Management
Budget & Finance
e-Procurement
Human Resource Management Work Flow Automation
GIS MIS & Statistics
Decision Support Systems
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Citizen Facing Services
Building Plan Approvals
Property Tax Assessments, Payments
Title related services
Birth & Death Change of Address
RTI Grievance Redressal
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Business-facing Services
Trade Licenses
Procurement
Advertisement
Construction Industry Layouts and Building Complexes
Office Space & Housing
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Developmental Services
Public Health
Sanitation Horticulture/Parks
Education Welfare
Civil Works Street Lighting
Town Planning
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eSeva
.. An Example of Integrated Services in Urban Areas
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Customer-CentricApproach
Customer
eSeva Value Proposition
Departmental Support
-Transformation
Enhancedvalue
Intermediaries
Department-CentricApproach
Customer
Intermediaries
Department1
Department2
Department3
Department4
Department5
Fragme
ntedvalue
Service Providers
eSeva Interface
Dept 1
Dept 2
Dept 3
Dept 4
Dept 5
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Salient features of eSeva
Implemented in all Urban Areas of AP (2001-03)
One-stop-shop for citizen/ business services
Open 8 am to 8 pm
Open 8 am to 3 pm on Holidays
One-stop shop for 100 services
Any service at any centre, any counter Efficient Service
3 to 5 minutes per transaction on non-peak days
Good ambience for citizens Electronic Queue Management system
Over 3 million transactions every month
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Before eSeva
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After eSeva
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The Challenges for Urban eGov
Starting Problem ! Top Management busy with the Immediate Work
Conceptualization Problems Lack of Project Development Skills
Implementation Challenges
Process Re-engineering Procurement Problems Project Management Complexities in Building Partnerships
People Challenges Leadership Change Management
Inadequate Resources
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Mission Mode Projectof
e-Governance in ULBs
Under the
National e-Governance Plan
Of
Government of India
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Thrust of the MMP
Strategic PPP Partnerships are key to success
Capacity Building is a pre-condition Core services to be implemented on Priority
Property Tax
Building Approval
Procurement
Accounting & Personnel
Grievance Redressal Birth/Death Registrations
Architectural Models to suit varying requirements
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Conclusion
Immense Scope for e-Governance in Urban Area
Need to design a Roadmap for e-governance ULBs ideally suited to deliver Integrated citizenservices
Enhancing internal efficiency is an imperative
Transactional MIS & DIS
Building people capabilities is critical Internal Citizen
Sustainable operational model is essential
A strategic approach is needed
for success in e-Governance
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Thank You
ceo@nisg.org
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