Contenu connexe Similaire à Inclusive Developmnet through Converged Public Services - Learnings from India (20) Inclusive Developmnet through Converged Public Services - Learnings from India1. 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
2. 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
3. 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
© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
4. 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
© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
5. 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
© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
6. Reengineering Government Processes
GPR (1) -- internal
Traditional government
Citizens and businesses
Office A Office B Office C Office D
© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
7. GPR (2) -- internal
Front-office re-engineering
Citizens and businesses
Front office (CSC)
Office Office Office C Office
A B D
© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
8. GPR (3) -- internal
Back-office re-engineering
Citizens and businesses
Front office (CSC)
Function C
Function A
Function
Function D
B
© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
9. GPR (4) -- internal
Total re-engineering
Citizens and
businesses
Mobile Front CSC
Back Lap Top
office Voice
Digital TV
Portal
office Citizens and
businesses
© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
10. 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)
© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
11. 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)
© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
12. 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
© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
13. Common Service Centers – Front end
Infrastructure for service delivery
© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
14. 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….
© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
15. 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.
© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
16. 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???
© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011
17. www.mgovworld.org – Global Observatory and knowledge portal on Mobile
Governance
Thank You . Vikaskanungo@egovindia.org
© Vikas Kanungo, 2011, All Rights Reserved UNDP India, April 25,2011