e-district MMP-Madhya Pradesh Public Service Delivery Through Lok-Seva Kendra State Agency for Public Services (SAPS), Bhopal, Madhya Pradesh

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1 e-district MMP-Madhya Pradesh Public Service Delivery Through Lok-Seva Kendra State Agency for Public Services (SAPS), Bhopal, Madhya Pradesh 13 October, 2015

2 Agenda Overview Introduction Public Service Guarantee Act Process of service delivery Institutional Arrangements

3 E-District- Overview Make all Government Services accessible to the common man in his locality, through common service delivery outlets and ensure efficiency, transparency and reliability of such services at affordable costs to realize the basic needs of the common man. One of the 31 MMPs under NeGP, with the Department of Information Technology (DIT), Government of India (GoI) as the Nodal Department, to be implemented by State Government or their designated agencies. Aims at electronic delivery of identified high volume citizen centric services, at district and sub-district level e-district MMP Envisages leveraging and utilizing the four pillars of e-infrastructure namely, SDCs, SWANs, SSDGs and CSCs Initially only those high volume citizen-centric services will be taken up for implementation which have high priority for the State.

4 Key Stakeholders Central Team Empowered Committee Department of Electronics & Information Technology (DeitY) National Project Management Unit (NPMU) State Team State Project Steering Committee State Program Management Unit (SPMU) State Designated Agency (SAPS) Implementing Agency -ADA National Informatics Centre (NIC) State Departments NPMU State Representative District Administration District Team District e-governance Society (DeGS) Delivery Channels (LSK+) District Mission Teams (incl. District Project Manager and Technical Resource)

5 e-district: Introduction Districts: Here most G2C interaction takes place. The e-district project is conceptualized to Improve this experience Enhance the efficiencies of the various Departments at the district-level To enable seamless service delivery to the citizen. Front-ends under the scheme, in the form of citizen facilitation centres, are built at District, Tehsil, Sub-division and Block levels. In MP these facilitation centres are called Lok Seva Kendra. Lok Seva Kendras are operational on PPT Model At present total Lok Seva Kendra in MP: 336

6 e-district: Introduction Indicative services planned to be delivered through e-district include: Certificates: Creation and distribution of certificates for income, domicile, caste, Birth, Death etc. Licences: Arms Licenses etc. Public Distribution System (PDS): Issue of Ration Card, etc. Social Welfare Schemes: Disbursement of old-age pensions, family pensions, widow pensions, etc. RTI: Online filing and receipt of information relating to the Right to Information Act Linking with other e government projects: Registration, Land Records, and Driving Licences, etc. Information Dissemination: About government schemes, entitlements, etc.

7 Evolution of the Concept* 1 Emphasis on good Governance 2 Limited Success of Citizen Charters 3 Paradigm shift from an entitlement base approach Right to Information MNREGA Right to Education *Tina Mathur, 2012

8 Public Service Guarantee Act Madhya Pradesh s Public Service Guarantee Act 2010 was enacted in August 2010 The delivery of notified service Act implemented from :25 th September, 2010 through Government Offices Penalty for willful noncompliance MP-PSG Act Guarantees By Designated authorities Subsequently being implemented through kiosks called Lok Seva Kendra Within a Given Timeline Through a Transparent Process

fixed Penalty /Compensation in case of delay/denial MP PSG Act.

9 Salient Features of the MP-PSG Act Transparency Right to notified service Obligation for Delivery of Service by designated authority Grievance redressal Assurance of the service Timelines Timeline for service delivery fixed Penalty /Compensation in case of delay/denial MP PSG Act Service within Stipulated time Accountability Penalty for willful noncompliance on designated authorities Grievance Redressal Accountability Fixed

10 Application & First Appeal Suo-moto Intervention Application Designated Officer Appellate Intervention First Appeal Receive Application Refuse to Receive Receipt Given Receipt NOT given Service provided Service Delayed Service Denied

receive Receipt NOT given Compensation Penalty Service provid ed Service Delaye d Service

11 Second Appeal Applicatio n Designated Officer Appellate intervention First appeal Suo-moto Intervention Second Appellate Intervention Receipt given Receive applicati on Refuse to receive Receipt NOT given Compensation Penalty Service provid ed Service Delaye d Service Deny First appeal Second Appellate Authority Service Provided Service Delayed Service Denied

12 Institutional Arrangements Public Service Mgmt. Established (Year 2010) Creation of a cadre at the District level and department level Creation of the State Agency for Public Services to implement the Project Creation of Lok Sewa Kendras as citizen touch points e-governance as the backbone for effective management of the Act

13 State Agency for Public Service

14 SAPS- Objectives

15 Approach and Methodology

16 Process Flow of Drafting Circulars Template Developed by Inhouse consultation by SAPS D1-Draft by Dept. D2-Draft by Dept. & SAPS D3-Draft in stakeholders Workshop Final Circulars are issued by the Departments

17 Key Initiative and Examples of process re-engineering High Level committee of GPR is formed under the chairmanship of Chief Secretary of the State Examples of Process Re-engineering 1 2 Self Declaration for Income/Domicile Certificate Use of digital signature for issuing certificates- Overcomes the need for reliance on signed copies of certificates % Electronic & instant Registration of applications

18 e-district Application The Digital Backbone Comprehensive e-gov. Solution Software application Strengthening Capacity Strengthened Institutional Capacity Hardware at Fields DSC Procurement Providing Training Software Application Features of Users Robust MIS

19 LSK s The citizen facing end Need Single window for all the Public Services Increase Accessibility to Govt. Providing Services close to doorstep Govt. office visits eliminated Design Electronic Application and Instant Registration Transparent and Standardized Process Paperless Governance Decentralized System PPP Model To Minimize the financial burden Provision for Viability Gap Funding To build sustainable model

20 Service Delivery Framework Lok Seva Kendra One spot solution for all services (front end) Digital certification of attachment by LSK Instant transfer of application to Designated officers Alerts and receipt by SMS Online processing of application received in LSK

21 Lok Seva Kendra Building Well equipped building of standard size with suitable layout providing space for waiting, preparing application and amenities like drinking water, urinals etc. are needed being provided for LSKs

22 Performance No. of services notified No of services online - 72 No. of application received so far Crores Disposal Rate within Time Limit %

23 Statistical Analysis Application Received/ Disposed/ Rejected/Late Disposal Application in Lacs Application in Lacs Application Received FY FY FY Application Disposed FY FY FY Application Rejection (in %) Disposal After Timeline (in %)

24 Total Number of Application Total Number of Application Statistical Analysis Appeal First Appeal Second Appeal FY FY FY FY FY FY

25 Performance Evaluation- Approach Evaluation Done Through Survey 1. Type-1 Survey Under supervision of AIGGPA 2. Type-2 Survey By CM Helpline (Call Centre)

Type-1 Survey Survey conducted by external agencies under the supervision of Atal Bihari Vajpayee School of Good Governance and Policy Analysis (AIGGPA) Through National bid, four agencies have been

26 Type-1 Survey Survey conducted by external agencies under the supervision of Atal Bihari Vajpayee School of Good Governance and Policy Analysis (AIGGPA) Through National bid, four agencies have been empanelled for survey, namely Samarthan-Centre for Development Support, Bhopal Centre for Research, Planning and Action, New Delhi Vimarsh The Consultancy Group, Gurgaon Gayatri Rural Education Society, Andhra Pradesh

27 Objectives of the Survey LSK are working as per the norms or not? Availability of resources to be provided by LSK owner like one helpdesk, Minimum 3 computers and other hardware, Power back up, civic amenities, human resources and display of information etc. in LSK. Information Regarding fees and procedure adopted for delivery of various services. To get continuous feedback on working of LSK To measure satisfaction level of citizen and public representatives based on Questionnaire and interview based information To know the practical problems and issues and get suggestion about remedial actions from field functionaries

28 Type-2 Survey: Conducted by CM Helpline Methodology 1 Beneficiaries who availed Services from LSK 2 Sample Size = 8556

29 Survey Results Results of Survey conducted by CM Helpline

30 Percentage Percentage Survey Results: By CM Helpline Do you know about Lok Seva? How long time it took to submit the form at Lok Seva Kendra? Yes No More than one hour Minute Minute

31 Percentage Percentage Survey Results: By CM Helpline Did your work completed within time limit? How was the behaviour of LSK operator Yes No

32 Percentage Survey Results: By CM Helpline Are you satisfied with the modus operandi of Lok Seva Kendra? Yes No

33 Survey Results Results of Survey conducted by External Agencies

34 Performance Evaluation- Compliance Timely operation of LSK Yes No 1% 9% Power Back Up 99% 91% Availiable Not Available Availability of Display board at LSK Reception Counter Availiblity 21% 28% 79% Yes No 72% Yes No

Info About LSK 2% 22% 11% 21% 27% 17% From Beneficiary From

35 Performance Evaluation- Results Awareness about Location Satisfaction from LSK Location 5% 18% Yes Yes 95% No 82% No Info About LSK 2% 22% 11% 21% 27% 17% From Beneficiary From Department Public Rep. Friends and Relatives Communication Medium Others

36 Recognition Won United Nation s Award for Public Service (2012)

37 Recognition Won Skoch Award for Public Service Delivery(2013)

38 Recognition Won MP State e-governance Award 2013

39 Thank You

ISSUE OF VARIOUS CERTIFICATES THROUGH E-DISTRICT: PROCEDURES

ISSUE OF VARIOUS CERTIFICATES THROUGH E-DISTRICT: PROCEDURES PANCHAN YAK ASSISTANT COLLECTOR, ANDAPUR 17 TH BATCH INDUCTION TRAINEE Introduction: E-District: Districts are the de facto front-end of government