CLICK TO EDIT MASTER TITLE STYLE SURAT MUNICIPAL CORPORATION

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1 CLICK TO EDIT MASTER TITLE STYLE SURAT MUNICIPAL CORPORATION

2 LOCATION OF SURAT Surat

3 Surat City

Decadal Growth 60-80% 10-fold population rise.

4 ABOUT SURAT CITY India s 8th largest city in terms of population One of the fastest growing cities of India 4th fastest growing city globally* Unprecedented growth in last four decades. Decadal Growth 60-80% 10-fold population rise. Economic capital of Gujarat Home to Diamond and Textile industry Historical Development of Surat Dates Back to 300 BC. Municipality Established In 1852 AD. Municipal Corporation Formed In * Source: The City Mayor s Foundation

GROWTH OF CITY Year Area in Sq. Km Population 1951 8.18 2,23,182 1961 8.18 2,88,026 1971 33.

5 GROWTH OF CITY Year Area in Sq. Km Population ,23, ,88, ,71, ,76, ,98, ,33, * ,77, ,61,026

25,00,000 24,33,785 150 100 50 8.18 8.18 33.85 55.56 111.16 112.

6 CITY GROWTH Area [sq.km] ,00,000 45,00,000 Population 44,61,026 40,00, ,00, ,00,000 25,00,000 24,33, ,00,000 15,00,000 10,00,000 5,00,000 2,23,182 2,88,026 4,71,656 7,76,583 14,98,

7 ROLE OF SMC AS SERVICE PROVIDER Potable water supply Underground sewage and storm drain system All weather roads and street lights Efficient and sustainable solid waste management Health coverage with special focus on economical weaker section Primary Education Upgradation of the amenities in the existing slums and alternative accommodation Clean, green and pollution free environment Fire and Emergency Service Efficient Urban Planning and Development

8 ROLE OF SMC AS FACILITATOR Industrial growth Trade and commerce Health services Higher education and research Cultural activities Sports and games Recreation and entertainment

9 CLICK TO EDIT MASTER TITLE STYLE E-GOVERNANCE & M-GOVERNANCE Surat Municipal Corporation

SMC s e-governance Journey 2010 2013 Mobile App 2011-12 Revision of IT Plan Virtual Civic Center Single No.

10 SMC s e-governance Journey Mobile App Revision of IT Plan Virtual Civic Center Single No. Helpline 2009 m-governance started with Vaccination Alert System e-tendering adopted Information Kiosks 2003 Started City Civic Center (CSCs/CFCs) 2001 IT Plan for computerization at SMC 2000 Birth & Death System implemented Property Tax Computerized Receipt System Computerised accrual based double accounting system Development & implementation of Computerised payroll, property tax, vehicle tax 1979 Start of computerization

11 IT INFRASTRUCTURE City Civic Centers Information Kiosks Virtual Civic Center m-governance

12 HIGHLIGHT OF IT INFRASTRUCTURE Hardware Infrastructure consisting of computers Necessary hardware procured from time to time, to meet the demand with increase in computerization Software In-house development and implementation of over 50 Systems / modules. External agency retained to develop software, to provide technical support, impart systems related training to users and maintenance of software. Network Extensive LAN & WAN covering computers Network spans across 46 office locations

13 CITIZEN CENTRIC SERVICE DELIVERY INITIATIVES City Civic Center Information Kiosk Virtual Civic Center m-governance City Civic Centers Information Kiosks Virtual Civic Center m-governance

14 CITY CIVIC CENTER ONE STOP SOLUTION City Civic Centers Information Kiosks Virtual Civic Center m-governance

15 CITIZEN S DILEMMA & PERCEPTION Drainage Road Street Light, etc. To overcome these problems, SMC planned to start City Civic Centers. Which office to approach? Water Supply Birth & Death Assessment & Recovery HQ / Zone / Ward Sanitation Citizen When to go & whom to meet? - Move from one office to another - Move from one table to another - Multiple visits to get work done Dissatisfied Citizen carrying wrong impression about SMC

CITY CIVIC CENTER Objectives To facilitate single point / single

bring transparency To bring accountability Features of Civic Centers

environment All the processes computerized String of sufficient

16 CITY CIVIC CENTER Objectives To facilitate single point / single visit solution To speed-up processing To eliminate bureaucracy To bring transparency To bring accountability Features of Civic Centers Single Window Clearance Clean Modern Offices with air-conditioned environment All the processes computerized String of sufficient computers on the network to handle task Acceptance of payment through Credit/Debit Card

17 SERVICES OFFERED [G2C & G2B] All types of Revenue Collection including Property Tax & User Charges, Water Meter Bills, Vehicle Tax, Professional Tax Birth & Death Registration & Certificates Marriage Registration & Certificates Shops & Establishment Registration and Renewal of licenses Complaint Registration Submission of all types of applications Distribution of all types of forms / publications of S.M.C. Part plan of Maps of Town Planning Schemes Collection of EMI for EWS houses, tenements, etc.

18 ROLL OUT OF CITY CIVIC CENTER First Civic Center opened in May 2003 Eight more Civic Centers opened then after in the same year At present there are 16 functional civic centers Each zone has two or more civic centers

Property Tax SMC Tax on Profession Water Bill Birth & Death Citizen City Civic Center

19 IMPROVED SERVICE DELIVERY - Services under one roof Ease of access - Single visit service delivery - Quick service - Good ambience - Standardisation of Service Delivery Property Tax SMC Tax on Profession Water Bill Birth & Death Citizen City Civic Center Marriage Changed citizen perception due to improved service delivery. Shops & Est. Complaints

20 USAGE STATISTICS Transaction Amount (Rs. in cr.) No. of Transaction (Rs. in Cr.) ,00,000 20,00,000 18,00,000 16,00,000 14,00,000 12,32,706 13,81,916 14,45,631 15,24,096 16,88,041 18,94,116 19,54, ,00, ,00,000

21 INFORMATION KIOSK CITIZEN EMPOWERMENT & PROACTIVE DISCLOSURE City Civic Centers Information Kiosks Virtual Civic Center m-governance

22 NEED Birth & Death Water Bill Shops & Est. Tax on Profession Complain ts Property Tax SMC City Civic Center Marriage Whether Birth/Death registered? Citizen SMC facilities, timings, employees, etc. My outstanding amount after billing period? Who are office bearers? What is the procedure for obtaining service? Resulted in - Delayed service delivery due to lack of information - Deviates front-end staff s time in information delivery rather than actual service delivery - Increased per transaction time To overcome these problems, SMC planned to place Information Kiosks.

SOLUTION : INFORMATION KIOSK SMC has placed the Information KIOSKs at City Civic Center Objectives To empower the citizen in accessing the useful information on their own.

23 SOLUTION : INFORMATION KIOSK SMC has placed the Information KIOSKs at City Civic Center Objectives To empower the citizen in accessing the useful information on their own. To reduce time consumed in resolving the verbal queries and to focus on service delivery. To provide services easily and quickly to citizens based on information made available. To effectively meet proactive disclosure requirements as per RTI Act

24 CONTENTS : INFORMATION KIOSK Details related to individual s Property Tax Birth & Death registration details Details about Shops & Establishment License, its renewal, etc. Details about Profession Tax. Functions of Zone office; contact details of zone and office bearers Functions of ward office and contact details of ward office Information related to various facilities like libraries, reading rooms, swimming pools, health centers, vaccination centers, gardens, fire stations, etc. Details of all Employee and Pensioner of SMC including salary info. Complete details of the elected wing. How do I? information

FEATURES & BENEFITS Features Touch screen functionality User

required for usage Bilingual support (English & Gujarati)

effort Single point access to various useful information with

25 FEATURES & BENEFITS Features Touch screen functionality User friendly and intuitive interface No specialised computer skills required for usage Bilingual support (English & Gujarati) Benefits Proactive disclosure with maximum access and minimum effort Single point access to various useful information with minimum dependence on government functionary. Acts as addon service at civic center

26 GLIMPSES

27 VIRTUAL CIVIC CENTER ANY-WHERE ANY-TIME CIVIC CENTER City Civic Centers Information Kiosks Virtual Civic Center m-governance

28 NEED FOR VIRTUAL CIVIC CENTER Limitations of physical Civic Centers Necessity to visit City Civic Centers. Geographical barrier in terms of reach. Time barrier o Services accessible during working days and working hours. o It overlaps with working hours of business and offices. Limitation in terms of citizens that can be served at a time (one to one relation) Heavy rush during rebate & peak billing period (despite of extra counters). Increasing aspiration of citizens with wide spread use of ICT and ICT based solutions.

29 VIRTUAL CIVIC CENTER SMC started Virtual Civic Center in April 2012 Services Offered Payment of o Property Tax & User Charges o Profession Tax (both EC & RC) o Water Meter Bills (both residential & non-residential) Online Birth Certificate Online Death Certificate Shops & Establishment Registration Certificate Renewal Online Hall Booking Forms (downloadable free of cost) Complaint Registration Feedback

30 VIRTUAL CIVIC CENTER HOW IT WORKS 2. Makes Payment via Credit/Debit Cards & Net Banking (100+ options) Virtual Civic Center 1. User accesses Virtual Civic Center Secured Information flow (encrypted by SSL with EV) 3. On the spot payment confirmation and receipt/certificate Payment confirmation & copy of certificate by Notification of transaction by SMS for both successful & unsuccessful transactions

HIGHLIGHT OF VIRTUAL CIVIC CENTER Services are offered through SMC s portal www.suratmunicipal.gov.

The facility is offered at free of cost.

31 HIGHLIGHT OF VIRTUAL CIVIC CENTER Services are offered through SMC s portal Accessible 24 x 7 Facilitates citizens to pay their dues from their convenient place and at their convenient time. The facility is offered at free of cost. Wider Coverage (100+ payment option) 48 banks are covered for Net Banking Facility. 64 Debit Cards accepted. Master & Visa Credit Cards. Ability to cater many request at a time, oneto-one barrier is overcome. Convenient

32 FEATURES User Communication Intimation to user on successful and failed transaction by SMS. Receipt / Certificate available on the spot and ed for future reference. System Security & Sanctity Secured by SSL with Extended Validation. Use of QR Code to check authenticity of certificates. o Birth & Death System o Shops & Establishment System No banking/credit-debit card information stored by SMC. Facility to check transaction status with proper checks to preserve privacy.

33 VIRTUAL CIVIC CENTER - USAGE Particulars Total Transaction Count 57,764 16,959 30,469 10,336 Transaction Amount (Rs. in Cr.) Transaction Count 1 st Quarter Transaction Value (Rs. In lakh) 1 st Quarter

12-July 14) Property Tax 5,70,310 Birth & Death Service 82,490 Profession

34 VIRTUAL CIVIC CENTER PAGE VIEWS Section of Virtual Civic Center source: Page Views (from Apr. 12-July 14) Property Tax 5,70,310 Birth & Death Service 82,490 Profession Tax 73,356 Shops & Establishment 17,646 Water Meter 16,547 Complaint 1,04,008 Forms 79,720 Hall Booking 16,721 Total 9,60,798

38 BIRTH CERTIFICATE

39 SHOPS & ESTABLISHMENT RENEWAL CERTIFICATE

40 NOTIFICATION THROUGH

41 SMS NOTIFICATION SMS Notification for Property Tax Transaction SMS Notification for Birth Certificate SMS Notification for Death Certificate SMS Notification for Shops & Est. Certificate Renewal SMS Notification for Professional Tax Transaction SMS Notification subsequent to Grievance Registration

42 M-GOVERNANCE City Civic Centers Information Kiosks Virtual Civic Center m-governance

43 START OF MGOVERNANCE VACCINATION ALERT SYSTEM Started m-governance with Vaccination Alert System in January 2009 SMC was the first ULB to take such initiative Vaccination Alert System At the time of Birth Registration, Parents are now asked to provide the mobile number if they wish to get the SMS alerts. Parents are sent SMS alert for periodic immunization/ vaccination. SMS intimates & informs: The Birth Registration No. of child and from where the first Birth Certificate can be obtained BCG & Polio Vaccination required after birth DPT & Polio Vaccination required after o 1.5 months of birth o 2.5 months of birth o 3.5 months of birth Measles vaccine & Vitamin-A dose required after 9 months of birth

45 M-GOVERNANCE STATISTICS SMS Service Count Vaccination Alerts 13,19,263 Birth Registration 1,82,607 Complaint Management 1,61,102 Interactive Service 12,602 Monsoon Alerts 38,618 Tax Reminder 52,380 Audit, MIS, Recruitment Exam Intimation and other 31,847 Total 17,98,419

46 CLICK TO EDIT MASTER TITLE STYLE CITIZEN S CONNECT SMC MOBILE APP

78 lacs 8 th largest & Fastest Growing decadal growth > 60% Doubled in 7 yrs.

47 SOME STATISTICS POTENTIAL OF MOBILE APP CITY POPULATION YEARLY TRANSACTIONS PROPERTY TAX PAYERS PROFESSION TAX PAYERS & SHOPS EST. REG lacs 19 lacs 15 lacs 3.78 lacs 8 th largest & Fastest Growing decadal growth > 60% Doubled in 7 yrs. Revenue 700 cr million res. 3.6 million non-res lacs Prof. Tax 2 lacs Shops & Est.

48 SOME STATISTICS POTENTIAL OF MOBILE APP BIRTH & DEATH RAINFALL CAPITAL WORKS RECRUITMENT 2.8 lacs certificates/yr. 75,000 Birth Reg. 20,000 Death Reg rain/yr. Ukai Dam Discharge Floods in 2006, 2002, Cr. in e-tenders in last 6 years 1.25 lacs applications In last 2 years advt. for 60 posts

49 SMC MOBILE APP First ULB in India to launch Mobile App for citizen centric information & service delivery. Launched Mobile App in August 2013

50 SERVICES OFFERED Informative Services Interactive Services Transactional Services Informative Services Shops & Establishment Registration Certificate details Elected & Admin Wing Details Active Tender information Active Recruitment advertisements Rainfall information Interactive Services Complaint Registration Share Feedback Where can I? (using GPS technology find nearest facility) Download Forms pertaining to various services Citizen Facilities Emergency Toolkit Transactional Services Check and Pay Outstanding or Advance Property Tax Check and Pay Profession Tax (EC) Check and Pay Water Meter Bills Check and obtain Birth Certificate Check and obtain Death Certificate

51 MOBILE APP FEATURES Property Tax Check property details Pay regular and advance tax Register Mobile No. for alert Check Transaction Status Profession Tax Check registration details Pay outstanding tax Check Transaction Status Water Meter Check Water Connection Details Pay outstanding bill Check Transaction Status Birth Certificate Check registration details Gujarati & English Get Certificate Check Transaction Status Death Certificate Check registration details Gujarati & English Get Certificate Check Transaction Status Shops & Establishment Check registration details License status

52 MOBILE APP FEATURES Complaint Register a complaint Check Complaint Status Active Tenders Get complete details of active tenders at SMC Feedback Share feedback related to various services Online Forms Download forms related to various municipal services Where Can I? Find SMC facility Nearest facility based on GPS/manual location Get direction on Google Map Job Opportunity Check active recruitment advertisements Download detailed advertisement

53 MOBILE APP FEATURES Citizen Facilities Get details of facilities like Civic Center, Fire Station, Health Centers, Library, Reading Room, Swimming Pool, etc. Elected Wing Details of Mayor, Deputy Mayor Standing Committee & other statutory committees Ward wise councilors Rainfall Details Periodic info. on Ukai level, inflow, outflow, etc. Cause way open/close status Critical alerts Emergency Toolkit Flash Light, Strobe Light Emergency Alarm I am safe button Admin Wing Details of key officials of SMC Name & Designation Contact no. & About SMC App Brief information about app and its features

54 USAGE STATISTICS Current downloads 44,124 from Google Play Store 6,210 from Apple App Store 4.6 out of 5 rating based on 1296 reviews Downloaded from more than 15 countries Over 14 lakh requests so far Over 3 lakh requests during the flood like situation in the month of September 2013 for three days 25% of total complaints received through mobile app

PAYMENT OF PROFESSION TAX Option to select any of three

55 PAYMENT OF PROFESSION TAX Option to select any of three payment option Credit Card, Debit Card or Internet Banking. Clicking on Internet Banking lists specific card selection option. (over 55 banks) Transaction status displayed (success/failure). For successful transaction, user can download receipt. The receipt is instantly available for review.

BIRTH CERTIFICATE Transaction status displayed

The receipt is instantly available for review.

56 BIRTH CERTIFICATE Transaction status displayed (success/failure). For successful transaction, user can download receipt and certificate. The receipt is instantly available for review. The certificate is instantly available for review, for security it contains QR code and unique no. using which details can be cross checked from SMC s website.

57 BIRTH CERTIFICATE Certificate authenticity can be verified using QR Code

58 NOTIFICATION THROUGH

59 SMS NOTIFICATION SMS Notification for Property Tax Transaction SMS Notification for Birth Certificate SMS Notification for Death Certificate SMS Notification for Shops & Est. Certificate Renewal SMS Notification for Professional Tax Transaction SMS Notification subsequent to Grievance Registration

60 SMC APP ON GOOGLE PLAY STORE

61 SMC APP ON APPLE APP STORE

62 OTHER INITIATIVES Single No. Helpline Mobile Tax Collection Van e-tendering City Civic Centers Information Kiosks Virtual Civic Center m-governance

63 SINGLE NO. HELP LINE (CALL CENTER) Single number help line for registration of complaints from September 2010 Helps the citizen lodging the complaint easily on this number irrespective of the department and zone it pertains to. Citizen lodging the complaint is sent an SMS stating the Complaint ID, its brief description and the name and contact details of the concerned nodal officer The concerned nodal officer also receives the SMS stating the Complaint ID, name and contact details of complainant and the brief of complaint and its location. Complainant is notified for any updates on his/her complaint by SMS.

64 OTHER INITIATIVES e-tendering Adopted from September 2007 More than 4356 tenders processed till date. Over 11,860 crore of tender processed till date. Mobile Tax Collection Van Area under the Surat increased threefold from 112 sqkm. to 326 sqkm. To cater to the citizens of newly merged area Mobile Tax Collection Van has been started.

65 IT ENVIRONMENT AT SMC Stake Holders Citizens Businesses SMC Employees Service Delivery Channels Civic Center Help Line Kiosks Internet m- Governance Intranet E-Governance Portfolio Computerised Systems and Applications G2C Services Property Tax & User Charges Birth & Death Registration Marriage Registration Water Billing & Accounting System Complaint Redressal System Building Plan Approval System Software for RTI Act, 2005 G2B Services Shops & Establishment System Profession Tax System e-procurement System Food License G2E Services Personnel Information System Employee and Officer Portal G2G Services Finance & Accounts System Material Management System Asset Management System Audit System Common Network Infrastructure

66 RECOGNITIONS mbillion th Award South Asia 2014 to Citizen s Connect SMC Mobile App HUDCO Award for Best Practices to Improve the Living Environment for Mobile App & Virtual Civic Center (Online Services) Skoch Gold Award & Skoch Order-of-Merit for Use of e-governance for Improved Service Delivery The Janaagraha G2C Award 2012 for Best website under the category Transparency and Accountability City Civic Centre won the National Award for e-governance (Bronze) for Outstanding Performance in Citizen Centric Service Delivery Golden Jubilee Memorial Trust Awards for Outstanding Utilisation of Communication & Information Technology from Southern Gujarat Chamber of Commerce The Grievance Redressal System awarded the Best Practice Award by CMAG & FIRE[D] Certificate of Merit by NIUA FIRE(D) for the best website in the year 2001

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P a g e Vol. 10 No.4 Nov-Dec, An e-governance Bulletin from GUJARAT INFORMATICS LTD. Courtesy By

P a g e Vol. 10 No.4 Nov-Dec, An e-governance Bulletin from GUJARAT INFORMATICS LTD. Courtesy By Vol. 10 No.4 Nov-Dec, 2014 Introduction Background Objective Need of SMC Situation before the Initiative Technology Features Benefits Sustainability Way Forward Media Coverage e-governance News Surat Municipal