Intensive As Is status study on IT usage and level of computerization And IT / egovernance Roadmap

Transcription

1 Intensive As Is status study on IT usage and level of computerization And IT / egovernance Roadmap Volume: INT - 15 Department Secondary Education February 2007 Department of Information Technology & Electronics Government of Uttar Pradesh Version 1.0 Submitted by: PwC

2 Table of Contents List of acronyms...4 Executive Summary...6 CHAPTER 1: SECONDARY EDUCATION DEPARTMENT A BACKGROUND Secondary Education Department - A background Secondary education department Vision of the department Expectations from Information & Communications Technologies (ICTs) Department s plan for next 5 years Service delivery vision of the Department 5 year perspective CHAPTER 2: AS IS STATUS As Is status of computerization in the department Manpower resources at various offices of the department IT organization & people Nodal Officer, Web Master and egovernance team within the department IT related skill sets in the department Software applications in the department Hardware and Networking Data digitization IT policies Key concerns of the department Constraints to IT / egovernance initiatives IT / egovernance initiatives that are in progress e-governance Readiness score Level of Computerization CHAPTER 3: e-governance ENVISIONING egovernance Benefits of e-governance Department s envisioned state E-Governance Delivery Model E-Governance Prioritization Framework e-governance Roadmap CHAPTER 4: GAP ASSESSMENT Gap Assessment The gaps with respect to the future plans of the department CHAPTER 5: IDENTIFICATION OF SPECIFIC egovernance PROJECTS Specific egovernance projects

3 CHAPTER 6: DATA DIGITIZATION Data Digitization Data digitization strategy Cost / financial outlay and timeframe for data digitization CHAPTER 7: IT ROADMAP IMPLEMENTATION FOR THE DEPARTMENT IT Roadmap Implementation Planning & Organization Define a strategic IT plan Define the IT organization, direction and relationships Define the IT Policies and Procedures Define the Standards Manage IT Investments Communicate the Management aims and direction Acquisition and Implementation Define the user requirements Acquire and Maintain application software Acquire and maintain technology infrastructure Install and accredit systems Manage changes Delivery and Support Define and manage service level Manage third party services Manage performance and capacity Ensure continuous service Ensure Secure System Monitoring Monitor the processes Assess internal control adequacy Provide for independent audit and obtain independent assurance CHAPTER 8: IMMEDIATE POSSIBLE COMPUTERIZATION INITIATIVES Immediate possible computerization initiatives CHAPTER 9: ANNEXURES Annexure Annexure -I: Contact details of the department Annexure -II: Solution deployment model Annexure -III: Training requirements of the department Annexure -IV: Best practices on Information technology usage on IT policies, standards and guidelines Annexure -V: Suggestive Information directory for the website Annexure -VI: Data digitization guidelines

4 List of acronyms AMC BPR DHTML DPR DRP DSS egov e mail G2C G2G GO GPF GPR GoUP HO HOD HTML ICT IT ISSP KBPS LAN MIS MPR NeGP NIC OS PC PeMT PERT PKI PPP PwC PMS RDBMS SDLC SeMT SRS TNA UP UPDESCO XML VSAT WAN Annual Maintenance Contract Business Process Reengineering Dynamic Hypertext Markup Language Detailed Project Report Disaster Recovery Plan Decision Support System Electronic Governance Electronic Mail Government to Citizen Government to Government Government Order Government Provident Fund Government Process Reengineering Government of Uttar Pradesh Head Office Head of Department Hyper Text Markup Language Information & Communications Technology Information Technology Information System Security Policy Kilo Bytes Per Second Local Area Network Management Information System Monthly Progress Report National egovernance Plan National Informatics Center Operating System Personal Computer Project egovernance Mission Team Project Evaluation and Review Technique Public Key Infrastructure Public Private Partnership PricewaterhouseCoopers Personnel Management System Relational Database Management System Software Development Life Cycle State egovernance Mission team Software Requirement Study Training Need Analysis Uttar Pradesh Uttar Pradesh Development System Corporation extendible Markup Language Very Small Aperture Terminal Wide Area Network 4

5 Executive Summary 5

6 Executive Summary Success to egovernance projects largely depends on three dimensions (a) People, (b) Processes and (c) Technology. Department of Secondary Education needs concerted efforts in all the three dimensions to ensure that departmental services reach to its beneficiaries efficiently and egovernance efforts help meet the department s objectives successfully. In order to align the department s egovernance initiatives with National egovernance Plan (NeGP) and State egovernance efforts, Government of Uttar Pradesh has appointed PricewaterhouseCoopers (PwC) to undertake "As Is assessment of Information Technology (IT) usage and level of computerization in the department and subsequently prepare 5 year egovernance roadmap for the department. This draft report summarizes the existing status of the department towards computerization and egovernance initiatives. With the understanding of the department s vision, services, stakeholders, expectations from Information Communications & Technology (ICT) and the envisioned state of the department for next 5 years in respect to interface with its beneficiaries / stakeholders, egovernance roadmap has been prepared and presented with a 5 year view in this report. The focus of egovernance is the services of the department that is renders to its beneficiaries / customers and not merely the activities that the department does. The findings of As Is study on IT usage and level of computerization for Department of Secondary Education are as follows: As Is Assessment Existence of Core departmental software application LAN at HO (of all the offices) LAN at other offices WAN for the department No of computers in the department (approximately) No of servers in the department Official id of the departmental personnel Existence of web site State of data Does not exist Does not exist Does not exist Does not exists Status 175 in HO, div and district offices None Does not exist Does not exist Manual Skills (for IT and relevant area) Department would require to train 2000 people in IT and relevant area Existence of department s egovernance team No 6

7 As Is Assessment Existence of egovernance Nodal Officer Existence of web master Existence of IT function / cell in the department Existence of formal IT policies in the department Level of computerization score (from three categories of High, Medium and Low)* Level of egovernance readiness (from three categories of High, Medium and Low)* Yes No No No Low Low Status * Framework for level of computerization and egovernance readiness score is provided in chapter -2 of this report. The department envisages that all offices of the department viz Head office, and field offices are networked with each other so that the information flow is prompt and information related to decision making is available with out unnecessary delays. The department also envisages that Head office and field offices are connected to treasury so that electronic submission of documents and flow of funds can be facilitated. In realizing the vision of providing services efficiently and promptly from each office of the department, it looks forward to provide personal computers upto the level of senior clerk / section officer. The basis of providing computers upto this level is that the paper work is mostly handled by them, and by automating the services upto this level of department, egovernment services can be provided efficiently to the citizens. Automating the services in phased manner will enable the department to provide G2C and G2B and G2G services to the citizens / and other stakeholders in effective and efficient manner. The department envisages framing of policies that help general public and for pressing effective services in those areas that require immediate and focused attention. In order to create such policies and provide effective services, department needs to have two way-communications for information and data with the field offices. On one hand, the basic data regarding the needs of citizens / beneficiaries would be communicated to the top level authorities so that necessary action can be initiated, and on the other hand the department s responsibilities towards its field offices regarding supply of material / technology / advice / funds could be expedited. The essence of this 7

8 two way communication is to ensure that the beneficiaries of the department are provided with prompt services without hassles and cumbersome follow ups. egovernment is the achieved through meticulous planning, commitment from top management and dedicated personnel. It is essential that a very clear vision for the department is created and is percolated to all the employees. There are 4 stages in egovernment; (1) Publish, (2) Interact, (3) Transact and (4) Integrate. In stage one Publish, the department aims in providing the information about the department through electronic mode like website. The basic idea of this stage is to have wider visibility and accessibility of the department. The department could provide information regarding the procedures to avail the services, the acts / rules and various GOs, various documents that be of use to the citizens, performance indicators (both financial and physical) of past couple of years, future plans and targets for the current fiscal, management structure, names of the officers along with their contact numbers, id etc. In stage two - Interact, the department progresses from earlier stage wherein one way communication (from the Government to the citizens) was possible, to the two way communication (between the Government and Citizens / Business etc). The department could accept and write official s to have closer interaction with the general public to cut short usually long communication time, could accept feedback on various issues and welcome comments on the delivery of services or any other issues. In stage three Transact, the department progresses from stage II of merely informational communication, to transactional stage. In this stage the department attempts to deliver the services electronically. Certain specific services, for example, imparting of education (to students), treatment of a patient (to patient) or distribution of seeds (to farmers) cannot be provided through electronic modes, however, the delivery of such services can be facilitated with egovernance. In reference to the above cited examples, enrolment of student and for scholarship, registration or appointment with the doctor or OPD (Out Door Patient Department) and registration & licensing of the retailer for the seed can be accelerated with egovernance. In this stage the financial transaction between the beneficiary and the Government could be carried out through payment gateway with the help of 8

9 electronic fund transfer (EFT), electronic banking, credit card, debit card etc without having the need to visit the Government department / treasury to do the financial transactions. It is not imperative for the beneficiary to have a credit card to avail of the facility of electronic fund transfer, most of the banks are moving to computerized environment and this facility (of EFT) can be availed from the bank of the beneficiary. In stage four Integrate, the department transcends its physical boundary and shares data and information with other departments to provide the services to its beneficiaries. In this stage the department shares its databases and other information electronically with concerning departments based on need to know basis. An example could be admission of a candidate in Government medical college. The verification of credentials at the time of admission could be done electronically like High School & Intermediate marks and subjects studied (from the department of Secondary Education), Caste status (from Rural / Panchayati Raj Department in case of rural candidate and Collectorate in case of urban candidate). Successful egovernment is achieved through gradual steps. The following activities could be undertaken as possible immediate computerization initiatives: The following activities can be undertaken as possible immediate computerization initiatives: (1) Creation of IT function / cell (2) Preparation of DPRs for a. Hardware requirements b. Software requirements c. Networking (LAN structure) d. Connectivity (between the offices of the department) e. Training (Training Need Analysis) f. Web site g. Data digitization (3) Seek approval of DPRs (4) Start the process of development of the software and implementation thereof (5) Start the training of the staff In order to undertake egovernance activities, approximate costs have been estimated for the following (a) Hardware (b) Software development (c) Data digitization (d) Training, and Total cost for all the four components (The costs and the requirements provided in this report are only an estimate, it is important to note that a detailed project report needs to be prepared for each project for precise estimation of cost) 9

10 Approximate costs for hardware components Component Item Requirements Per unit cost Cost per item (A) Servers & System PC Dual Processor based server (for database, application and backup) Single processor based server (For web and proxy) Servers & System Cost LAN nodes Routers (For connectivity from SWAN terminal router) Switch 48 port Hardware (B) Network Switch 24 port Switch 16 port Switch 8 Port Patch Panel 48 port Patch Panel 24 port Patch Panel 16 port Patch Panel 8 port Network Cost (C) Peripherals 5 KVA UPS (HO) KVA UPS (1 each office) Laser Printer (1 each office) Network printer Laser Printer Storage Solution U Racks (for each office) U Racks (For head office) Peripheral cost (D) AMC AMC (for 4 % of Hardware cost AMC Cost TOTAL HARDWARE COST

11 Cost estimates for Software components Component Item Requirements Per unit cost Cost per item Software (A) (B) System Software Customized S/w for departmental domain functions OS license (per server) Application Software license (Processor based) Database License (Processor based) Anti Virus 10 Agents Anti Virus 50 Agents MS Office System Software cost Software - one time cost Recurring per year 4 years Customized software for departmental domain functions TOTAL SOFTWARE COST Cost estimates for Data digitization Data Digitization (A) Data Digitization Data Number of records Rate (Rs per record) Amount Students School and school infrastructure details Teachers details Employee data Data Digitization cost

12 Cost estimates for training Training (A) Training Training Cost Rate No of participants Amount Basic Computer training Advance level including application software Training Cost Total estimated cost for all the components Cost Estimates Cost Estimates Hardware Software Data Digitization Training Total Cost In order to have sustainable egovernance initiatives change management plays vital role. Change management aims in bringing a paradigm shift in providing services to the customers of the department. This necessitates attitudinal change, technological skills enhancement, adaptability to respond to customers requirements in ever demanding scenario and commitment to provide superlative services. The department needs to provide training to its employees to work in computerized environment to undertake e-governance initiatives and for change management. Various teams would be created and specific training would be provided to special team created for specific tasks. Training that needs to be provided to the departmental staff is detailed in this report in Annexure III. The department should start with creation of teams for successful implementation of egovernance projects, preparation of detailed project reports for each of the activities under egovernance, like development of core departmental software, data digitization, sustainability model (whether outsourced through a PPP model), site preparation, process reengineering, creation of LAN, training to departmental manpower resources, capacity building, change management etc. 12

13 The priority and software applications required by the department for its core and subsidiary functions are: Priority (High / Medium / Low) High Medium Functional Objective of the software School Management System Students Database Personnel management system Accounts / Budget / Audit Low 1. Complaint management 2. File tracking system 3. Daak Management System The departmental services have been studied and analyzed for the value that they would provide, both to the consumers (beneficiary) and the department, on their e-enablement. The assessment of value has been done using service value analysis framework, a PwC methodology for identifying the value. The value to the consumer could be in terms of savings in time & money, no harassment, no follow-ups, prompt delivery of service / information etc. Value to the department could be in terms of efficient and proactive delivery, low cost, less manual work, less paper and file work etc. Each service, subsequent to egovernment that the department would offer, is assessed from the view of value (high or low) that it would render to the consumer and department. The egovernance roadmap is provided in Chapter 3 of this report, within which the activities that the department needs to undertake are provided in three phases. The services of phase 1 would provide high value both to the consumers and department. Activities in phase -1 are to be undertaken and implemented in the timeframe of 0 2 years. The key objective of the services / activities in this phase is to increase the visibility of the department. Services implemented in this phase have wide customer base and relatively simple delivery operations. Phase -2 services / activities are to be undertaken and implemented in 2 to 4 years timeframe. The key objective of the services / activities in this phase is to build critical transactional services. Services implemented as a part of this phase enjoy high visibility and have relatively complex delivery operations. Phase -3 services / activities are to be undertaken and implemented in 4 to 5 year timeframe. The key objective of the services / activities in this phase is to sustain value. egovernance Roadmap for the department is as follows: 13

14 Phase -1 0 to 2 years (I) People Related Initiatives 1. Create a committee that would look after all egovernance initiatives for the department. Also create PeMT, office level team and identify echampions. The team would look after the requirements for the entire department. 2. Create the IT function / cell in the department (Refer Chapter 7 for more details in IT function in the department) 3. Provide training to the department officials (Refer annexure III for training requirements) (II) Process / Operations Related Initiatives 1. Prepare detailed project reports (DPRs) for the enablement of e-governance in the department. DPRs to be prepared are: a. Data digitization b. Hardware requirements c. Software requirements d. Training e. Networking and connectivity f. Web site 2. Carrying out Business Process Reengineering in the department (III) Technology Infrastructure 1. Create ing infrastructure within the department. 2. Procure and install the requisite hardware at the departmental locations. The locations where hardware would be installed in the first phase would be identified in the detailed project report 3. Development of core departmental integrated application software; Implementation at the core departmental application software at the locations where activities are high (as identified in the detailed project report) 4. Add the following functionality to the website a Application forms to request the services of the department b Information on the procedures to avail the services c Acceptance of grievance and complaints through the web site 5. Data digitization for (i) Students details (ii) School and school infrastructure details (iii) Teacher s details (iv) Employees data 6. Create LAN infrastructure 7. Create id of all the important functionaries 8. Establish connectivity with the State Wide Area Network (SWAN) for inter office connectivity 14

15 Phase -2 3 to 4 years (I) People 1. Implement the changes as recommended in the BPR exercise done in phase 1 (II) Process / Operations Related Initiatives 1. Creation of Information Systems Security Policies (ISSP), Disaster Recovery Plan (DRP) (III) Technology Infrastructure 1. Providing infrastructure throughout the department for intra-office communication through s, share data / files / documents. 2. Undertake the implementation of software application for a. Personnel Management Software b. Budgeting & Financial Management system c. E procurement d. Other softwares like Daak Management system, File tracking system etc 3. Implementation of Core departmental integrated application software at the offices that were not covered in phase -I 4. Creation of interactive website through which the beneficiaries / citizens can submit their documents and apply for the services Phase -3 4 to 5 years (I) Process / Operations Related Initiatives 1. Implementation of Information Security Policies (ISSP) 2. Develop the information sharing and privacy policy for sharing of department information with other departments (G2G). (II) Technology Infrastructure 1. Enable the department to have Public Key Infrastructure (PKI) for secured electronic transactions 2. Creation of secured IT environment to enable the beneficiaries of the department transact safely 3. Provide the departmental services through the state portal 4. Implementation of DRP and creation of disaster recovery (DR) Site 5. Sharing of department information with the other government departments and agencies (G2G). 15

16 Cost for the activities in phases Component Phase 1 Phase 2 Phase 3 Y ear 1 Y ear 2 Y ear 3 Y ear 4 Y ear 5 Hardware Software Data Digitization Training Total (Y ear wise) The department needs computing at both head office offices and field offices, and with the kind of usage of core departmental functionalities it is recommended that a centralized architecture is adopted (various options of solution deployment model is provide in (Annexure II) of this report). Information Technology Implementation plan for the department is discussed in detail (in Chapter 7) for the four main areas (i) Planning and Organization, (ii) Acquisition & Implementation, (iii) Delivery & support, and (iv) monitoring. Best practices on information technology usage is provided (Annexure - IV) for (i) security, (ii) privacy, (iii) disaster recovery and business continuity planning, (iv) database designing and implementation, (v) software architecture, (vi) Technology Infrastructure, (vii) Integration technologies, and (viii) Adoption of local language 16

17 CHAPTER 1: SECONDARY EDUCATION DEPARTMENT A BACKGROUND 17

18 1. Secondary Education Department - A background 1.1. Secondary education department Objectives of the department: Secondary education holds very high 1. To develop the infrastructure like significance in the total academic school, buildings, and to recruit scheme as it is indispensable part of the quality teachers developmental process of learning. The 2. Maximum coverage of students from VI to XII basic aim of the department is to instill and develop amongst youngsters, apart 3. To promote girls education 4. To have participation of private from enhancing their knowledge and management for opening and understanding, a true sense of their running of schools rights and duties, feelings of national unity, social consciousness, self reliance, self confidence and similar other attributes conducive to character building. Young boys and girls pass through the secondary education when they are brimming over with curiosity and inquisitiveness and are, at the same time, highly impressionable and receptive. At present there are approximately secondary schools in the state (approximately 550 are government run and are non governmental). To make secondary education easily accessible to the children, many special programmes of teaching and syllabi have been devised by the Government Vision of the department Vision of the department of secondary education is: To provide education to all the students of Class VI to XII in the state 18

19 1.3. Expectations from Information & Communications Technologies (ICTs) With the use of ICT, department would like to provide services to the beneficiaries of the department: The department looks forward to the following (1) Monitoring of different training programmes (2) Evaluations and Survey analysis (3) Greater help in implementing right to information act (4) Co-ordination among all units (5) Monitoring of Staff strengthening (6) On line collaboration of experts (7) To have a web site (8) To have students database (9) To have Teacher s database (10) To have employee database (11) To provide connectivity to all divisional and district offices in order to have flow of information from HO to district and vice versa (12) To have ids of all officers and personnel upto the level of section head (13) To provide IT related training to all employees except class IV and drivers the training would be required for approximately 2000 (14) To have personnel management system, budget and accounts system, court case management system (15) To have data digitization for all teachers (1.10 Lakh) which would include Government and non Government teachers, Non teaching (50 Thousand), Students (68 Lakhs) 1.4. Department s plan for next 5 years (1) Recognition to more private schools (2) Creation of infrastructure for the Government schools 1.5. Service delivery vision of the Department 5 year perspective 1. To have May I Help You service in all offices of the department that is able to provide assistance to the consumers of the department 19

20 2. All the offices of the department across the state are computerized and consumers are attended promptly 3. The offices of the department have healthy, comfortable and conducive environment for the citizens and the employees as well 4. The services of the department are provided through the Common Service Centers (CSCs) 5. That citizens can contact electronically with the department 6. That accreditation of secondary schools can be facilitated through electronic means 7. Complaints of students / guardians are directly addressed to the department for prompt redressal 20

21 CHAPTER 2: AS IS STATUS 21

22 2. As Is status of computerization in the department We have studied and assessed the department on the following parameters: (1) Manpower resources at various offices of the department (2) IT Organization & people (3) Nodal officer, Web Master and egovernance team within the department (4) IT related skill sets of the department (5) Application software inventory that are available with the department (6) Hardware and networking (7) Data digitization (8) IT policies (9) Key concerns of the department (10) IT / egovernance initiatives that are in progress (11) egovernance readiness (12) Level of computerization 22

23 2.1. Manpower resources at various offices of the department The following table gives the break up of the number of staff in the various offices. Table 1 : Number of manpower resources in the department Office No of units No. of IT Staff (in-house) No of IT Staff (out-source) Head Office 1 None None Divisional offices 17 None None District offices 70 None None 2.2. IT organization & people The department does not have an IT section / cell to look after the needs of computerization 2.3. Nodal Officer, Web Master and egovernance team within the department Table 2 : Details of Nodal Officer, Web master and egov team Nodal Officer Web Master egov team Shri Mitra Lal, Addl Director None No, The department has not formed an egov Team 2.4. IT related skill sets in the department Details of computer and IT related training that has been facilitated to the staff of the department is provided in the following table Table 3 : Details of (IT related) training provided to the number staff of the department Training domain H.O. Divisional Office Dist office Provided by Basic Training Nil 23

24 Training domain H.O. Divisional Office Dist office Provided by Hardware & Networking OS (system admin) & Database admin Communications ( ) Project Management Web and emerging technologies Others: 2.5. Software applications in the department The details of the application software that are in use in the department are given below: No application software are installed in the department S. Name of the Functional objective Architect Database Location Developed / Current No application ure installed Procured from status of software software 1. None 2.6. Hardware and Networking Table 4 : Summary of status of hardware and networking status S. No. Item Description Network (1) LAN Setup - HO No (2) LAN setup in other administrative and field offices (3) Wide Area Networking (WAN) between different offices No No (4) Networking Backbone Not Applicable as there is no WAN 24

25 S. No. Item Description No. of PCs in the department (5) HO and other offices (Approximate numbers) HO: 15 Div Offices: 30 District Offices: 130 Total PCs in the department: 175 Servers installed in the department (6) Servers None Internet Access (7) Head office No Internet Access (8) Other offices Not available (9) Networking Equipment (Routers, etc) None 2.7. Data digitization a. Data that needs to be digitized for egovernment (a) (b) (c) (d) Students details School and School Infrastructure details Teachers details Employee (Non teaching Staff) details b. Status of data; whether manual or digitized Data is in manual form c. Number of records to be considered for data digitization S. No. Record type No. of records (Approx) 1 Students details 68 Lakhs 2 School and school infrastructure details Teachers details 1.1 Lakhs 25

26 S. No. Record type No. of records (Approx) 4 Employee details IT policies The department currently does not have documented IT policies in place Key concerns of the department The department officials try to provide the services to its customers in a timely fashion; however, the following areas hamper the efficiency of the department in the delivery of the services to the citizens / customers / beneficiaries / other departments / employees etc Departmental process are manual and therefore a lot of time is wasted in doing the exercise again and again Non availability of information at district level Lack of IT Facilities We have to wait for responses from other subordinate and higher offices. More than 50% posts are vacant Effective information system is lacking Constraints to IT / egovernance initiatives Various constraints faced by the department in taking up the IT / egovernance initiatives can be classified under the following heads: Technical people are not available Due to non sensitization of employees, they are resistant to IT Budgetary provisions are not provided for computerization / egovernance No motivation for computerization Existing staff is not trained IT / egovernance initiatives that are in progress (1) None 26

27 2.12. e-governance Readiness score The following table is the graded score on level of preparedness evaluated through the as is studies for taking up egovernance activities / applications. The scores have been classified in three categories: High, Medium and Low; we have used a framework to assess the level of egovernance readiness of the department on various parameters. The level of preparedness is graded on following basis: Score > 75% High; Between 75 and 35% Medium, and < 35% Low Table 5 : egovernance readiness score Secondary Education Measurement Criteria The motivation in pursuing e-government Has the department (including all the administrative offices) created an egovernance team and identified a Nodal officer? Has the department created a well thought citizen charter? The enabling environment for both the government and the public to utilize e-government Does the department have adequate physical infrastructure (LAN, WAN, PCs, Servers and other networking components)? Does the department have human capacities to manage egovernance? Does the department have policies that are conducive for establishing secured egovernance environment? Does the department have functional domain specific software (s)? Sustainability, or factors that should be present in order to ensure that e-government initiatives, which are not intended to be short term catalytic exercises, are able to continue, develop further and eventually lead to a networked government Does the department have necessary legal and regulatory framework which is essential to the broadest utilization of e-government? Has department instituted organizational and cultural change? Does the department have technical a team to take care of the on-going demands arising out of egovernance initiatives? Has the department undertaken process change (BPR) initiatives to streamline the processes Status No No No No No No No No No No egovernance Readiness Score Low 0 27

28 2.13. Level of Computerization The following table gives a graded score on level of computerization. The scores have been classified in three categories: High, Medium and Low; we have used a framework to assess the level of computerization of the department on various parameters. The level of computerization is graded as: Score > 75% High; Between 75 and 35% Medium, and < 35% Low Table 6 : Level of computerization score Secondary Education S.No Parameter Response 1 Does the department have functional domain software (s)? No 2 Has the department undertaken initiatives for development of integrated software for all of its activities? No 3 Does the department have operational LAN at all HOs? No 4 Does the department have operational LAN at other offices? No 5 Has the department undertaken an initiative for putting up LANs wherever the same is not existing? No 6 Are the offices of the department connected through WAN? No 7 Has the department undertaken an initiative for WAN whereever the same is not existing? No 8 Does the department have a website? No 9 Has the department taken an initiative for developing and hosting a website wherever the same is not existing? No 10 Does the department have adequate servers for web, database, application, backup, mail etc? No 11 Does the department have internal team to look after computerization needs? No 12 Has the department outsourced its computerization requirements? No 13 Is the legacy data in digital form? No 14 Is there an initiative to digitize the manual data / records? No 15 Is the department interconnected with other departments? No 16 Is there an initiative for interconnection with other departments? No 17 Does the department have UPS / Generator set to ensure the continuous computer operations? No 18 Has the department created an egovernance team / appointed a nodal officer? Yes 19 Does the department have a data center? No 20 Does the department have policies on data and database architecture, information security, disaster management etc? No 1 Computerization Level Indicator Low 28

29 CHAPTER 3: e-governance ENVISIONING 29

30 3. egovernance E-government is a way for governments to use the new technologies to provide people with more convenient access to government information and services, to improve the quality of the services and to provide greater opportunities to participate in the democratic institutions and processes. These include gains in efficiency and effectiveness from better use and management of information, whether in support of policy making or the administration of programs. Intranet technologies offer the possibility of establishing knowledge bases and cross departmental working. e-governance is defined as the application of electronic means in (1) the interaction between government and citizens and government and businesses, as well as (2) in internal government operations to simplify and improve democratic, government and business aspects of Governance. It is the transformation of government to provide Efficient, Convenient & Transparent Services to the Citizens & Businesses through Information & Communications Technologies (ICT). e-governance is the continuous optimization of government service delivery and governance by transforming internal and external relationships through digital technology, the Internet and new media Benefits of e-governance e-governance can fundamentally change the way government operates and relates to the stakeholders, for example: 1. Tighter integration of delivery networks 2. Horizontal integration within Governments, across departments, organizationally and functionally; 3. Change in role from that of an implementer to that of a facilitator; and 4. Citizens gain greater visibility and insight into Government activities. 30

31 The department has identified the following objectives from the IT / e-government initiatives Web based system for providing on-line submission of applications Generation of reports on weekly / monthly / quarterly and annual basis To provide online information system between district and the State Effective monitoring of various programmes and schemes Better Co-ordination among the head office and various units at different level To provide on line services to citizens Implement web based monitoring system between district and state offices Fully functional computerized management information system for educational statistics On line details of students (from VI to XII) of various categories Electronic transfer of funds to all Village education committees To have website of the department to disseminate the information of the department and the procedures for taking the accreditation of the school To interconnect HO with the divisional and district offices for online information To computerize UP board, Allahabad To have web based system to collect the information from various schools To have id for all the officers of the department so that general public can contact the officer directly Database for teaching, non teaching staff, school infrastructure, students of different categories and special category The data for the students and teachers would be required as: Students: Name / DoB / Gender / Father s name/ Mother s name / Nationality / Category / Special Category Teachers: In addition to above; Qualifications / Teacher for the subjects etc 3.2. Department s envisioned state The department s IT envisioned state (based on the feedback from department officials) is provided in the table below Table 7 : Envision of the department 31

32 S. No. Dimension Envisioned state 1 Networking a. LAN at HOs Total LAN nodes i. HO: 200 nodes (including Director s office) ii. Div offices: 8 nodes per office: 136 nodes iii. District offices: 8 nodes per office: =70*8 = 560 nodes Total Nodes: 896 nodes b. Connectivity with SWAN i. HO (2) ii. Divisional offices (17) iii. District offices (70) Total number of SWAN routers: 89 2 Hardware* * The exact number of hardware may change as per the need of the department. The envisioned number is a preliminary assessment of PC that could be required by the offices of the department HO: 25 PCs for officers; 3 PC per section (52 sections)= 156 PC HO envisaged level: 181 PC Divisional Offices: 5 PC per office: 85 PCs District Level: 5 PC per district office: 350 PCs Total PCs: Software 1. Database of school with following modules a. School details b. Students in each class (name, father s name, caste, address, class etc) c. School infrastructure (number of class rooms, area, toilets, etc) d. Teacher s details (name, father s name, qualifications etc) e. Accounts f. Medical assessment provided 32

33 g. School uniform distributed h. Text books distribution i. Scholarship distribution 2. Employee details 4 Training The department would like to provide basic computer training to its 2000 employees 5 Data digitization Students details: 68 Lakhs School and school infrastructure details: 600 Teachers details: 1.1 Lakhs Employee details: Others To have official ids for all the officers and employees upto the level of section heads. The department would like to communicate electronically with its employees and send / share files with the use of ICT The ids would be shared with the citizens so that they can communicate with the departmental staff electronically The department would like to introduce auto responders to every that is received from citizens Department would like to have related policies to attend to s with in specified time frame. It is suggested that official communication is classified into three categories; A, B and C. A Category to be responded in 1 day B category to be responded in 3 days, and C category to be responded in 5 days 3.3. E-Governance Delivery Model The department envisions itself as providing prompt services to all of its beneficiaries in the state. This would require an extensive coordination with in all of its offices in the state. In order to have extensive coordination with all the supporting offices, the department sees itself interconnected with them, seamless transfer of information and having MIS that can help department develop sound policies and to facilitate services to the citizens. The following figure gives illustrative network architecture for the service delivery in an e- Governance enabled environment 33

34 Figure 3: Illustrative delivery model 3.4. E-Governance Prioritization Framework It is essential that the services of the department are provided electronically through the gradual stages of egovernance. Investing in the right services is a critical factor for the success of the e - governance initiatives and accrual of the benefits to the stakeholders of the department. The move towards E-Government should deliver key and tangible 4 Step benefits to the stakeholders of the department. PwC in Approach consultation with the department officials has followed a structured approach to identify what and when such eenablement should take place. We have implemented the approach of Service Value Analysis to arrive at Implementation priority. We have used a structured 4-step approach to arrive at implementation priority. The four steps involved are described in detail below: Service Value Analysis Implementation Priority 34

35 Service Value Analysis Compile the List of Services This step involved compiling the list of services provided by the department. 2. Collect information & statistics about the services This step involved collecting operational statistics and information about each service to assist in the prioritization process. Such information includes transaction volumes, customer type, service type, number of departments involved in delivering the service, etc. 3. Prepare a Service value matrix - This step involved identifying the value that will accrue from the service if it is made E- Government-enabled. This was done Customer Value Measures Value through e Government through a consultative approach with the Department Value Measures department and the analysis of the information collected about the services in the departmental questionnaire. The parameters that were taken into consideration while measuring the value of e- Government enabling the services can be classified into two groups: i. Department Value Measures; explores the E-Government impact on the following: 1. Reducing cost of processing transactions; and 2. Delivering intangible benefits (e.g. boosting the image of the department) ii. Customer Value Measures; explores the E-Government impact on the following: 3. Minimizing the number of customer visits to the department premises; 4. Reducing the time required to request the service; 5. Reducing the time spent by the customer to follow-up and track the progress of the requested service; and 6. Reducing the time spend by the customer to file complaints, comments and suggestions 35

36 7. Provide flexibility to the customer to avail the service from alternate delivery channel Classification of services: Service Value Matrix The value that department would create for itself and the citizens subsequent to egovernance has been assessed through the responses provided by the department in the Set IV of the questionnaire provided by us. We have classified the services of the department into the service value matrix in the following table Table 8 : Service Value Matrix S. No Service Value to beneficiary Value to Department Service value 1. To recruit teachers H H H H 2. To provide accreditation to privately managed schools H H H H 4 Step 4: Prioritize the implementation of the Initiatives-This step is involved in identifying when to implement the initiatives based on the service value identified in Step 3. The implementation priority for each high value service was defined based on the analysis of the following attributes: Service Visibility Service Complexity 1. Service Visibility describes how significantly and extensively can customers feel and experience the benefits achieved from delivering the service through E-Government. Services of high volume of transactions and a large customer base would be more visible to the department customers than other services with a very limited customer base. 2. Service Complexity describes how easy the service can be made E-Government-enabled. This depends on a number of factors such as the degree of existing automation, number of external 36

37 parties involved and the number of customer documents processed e-governance Roadmap The department will need to undertake the e-governance initiatives on the following dimensions. People Technology Process Phase - 1 Phase - 2 Phase - 3 Based on our Implementation Priority Analysis, we recommend that department undertakes the E- Government projected into three distinct phases. Phase - 1: The key objective of the services / activities in this phase is to increase the visibility of the department. Services implemented in this phase have wide customer base and relatively simple delivery operations. Services that are high value to both the beneficiaries and the department (HH) are taken up in this phase. Phase - 2: The key objective of the services / activities in this phase is to build critical transactional services. This phase aims to establish the core critical transactional services required to support the key customer segments. Services that are High Value to the beneficiary and Low Value to the department are to be taken up for implementation in this phase. Services implemented as a part of this phase enjoy high visibility and relatively complex delivery operations. Phase- 3: The key objective of the services / activities in this phase is to sustain value. Services that are Low value to the beneficiaries and High value to the department and Low value to both the beneficiaries and the department could be implemented in this phase. Phase 1 (0 2 Years) Phase 2 (2 4 Years) Phase 3 (4 to 5 Years) The following table gives the initiatives that the department needs to undertake in the three phases. Table 9 : Phase wise activities 37

38 Phase I 0-2 years Phase II 2 to 4 years Phase III 4 to 5 Years People People Processes/Operations and Services (i) Create a committee that would look after all egovernance initiatives for the department. Also create PeMT, office level teams and identify echampions. The team would look after the requirements for the entire department. (i) The BPR exercise taken in phase -1 would mandate various changes. Create the team for implementation of the changes. (i) (ii) Implementation of Information Security Policies (ISSP) Develop the information sharing and privacy policy for sharing of department information with other departments (G2G). (ii) Create an IT function / cell in the department (Refer Chapter 7 for details on IT Function) (iii) Provide training of departmental staff (Refer annexure III for training requirements) Process/Operations and Services (i) Prepare detailed project reports (DPRs) for the enablement of egovernance in the department. DPRS would need to be prepared for: (a) (b) (c) (d) (e) (f) Data Digitization Hardware requirement Software requirement Training Networking and connectivity website (ii) Carry out Business Process Reengineering in the department Technology Infrastructure (i) Create ing infrastructure within the department. (ii) (iii) Procure and install the requisite hardware at the departmental locations. The locations where hardware would be installed in the first phase would be identified in the detailed project report. Development of core departmental Process/Operations and Services (i) Creation of Information Systems Security Policies (ISSP), Disaster Recovery Plan (DRP) Technology Infrastructure (i) Providing infrastructure throughout the department for intra-office communication through s, share data / files / documents. (ii) Undertake the implementation of software application for Technology Infrastructure (i) Enable the department to have Public Key Infrastructure (PKI) for secured electronic transactions (ii) Creation of secure IT environment to enable the beneficiaries of the department transact safely (iii) Provide the departmental services through the state portal (iv) Implementation of DRP and creation of disaster recovery (DR) site (v) Sharing of department information with other government departments and agencies (G2G). 1 Software applications like Personnel Management, Budget & Finance, Dak Management system, etc (the applications that are state level initiatives) are considered to be developed as common applications across the state departments, Their implementation is considered in Phase II on account of the fact that these software applications will be readily available to the departments by that time. 38