1 e-governance initiatives in selected departments of Government of Kerala A Survey and e-governance Road Map 2015 Sulfikhar S. & Jayan K. Project Report Submitted in partial fulfillment for the award of the Post Graduate Diploma in e-governance Indian Institute of Information Technology and Management -Kerala IIITM-K Building, Technopark Trivandrum
2 DECLARATION We, Sulfikhar S and Jayan K. hereby declare that the project report titled e-governance initiatives in selected departments of Government of Kerala A Survey and e-governance Road Map 2015 has been done by us under the supervision of Mr. Jayachandran M.B., Head & Principal Consultant, SeMT Kerala and under the guidance of Mr. Krishnakumar K. And Dr. Prof. Rajasree M.S., Director, IIITM-K, Thiruvananthapuram. We also declare that this report had not been submitted by us, as fully or partially, for the award of any degree or diploma earlier. Thiruvananthapuram Sulfikhar S. Register No Jayan K. Register No
3 CERTIFICATE This is to certify that the Project work titled e-governance initiatives in selected departments of Government of Kerala A survey and e-governance Road Map 2015 is an original work of Shri. Sulfikhar S. whose Register Number is and Shri. Jayan K. whose Register Number is under our guidance at State e-governance Mission Team during the period from to and is being submitted in partial fulfillment for the award of Post Graduate Diploma in e-governance of Indian Institute of Information Technology and Management Kerala (IIITM K) and Institute of Management in Government (IMG). JAYACHANDRAN M.B. KRISHNAKUMAR K. HEAD & PRINCIPAL CONSULTANT CONSULTANT (Technology Management) SeMT, KERALA SeMT, KERALA
4 BONAFIDE CERTIFICATE This is to certify that the Project work titled e-governance initiatives in selected departments under Government of Kerala A survey and e-governance Road Map 2015 submitted by Shri. Sulfikhar S., Register Number and Shri. Jayan K., Register Number for the award of Post Graduate Diploma in e-governance of IIITM-K, is the bonafide record of project work done at SeMT from 3 rd of May 2013 to 29 th of June 2013 under my (Head & Principal Consultant) supervision and guidance of Shri. Krishna Kumar K. (Consultant, Technology Management). External Guide External Guide JAYACHANDRAN M.B. KRISHNAKUMAR K. Head & Principal Cosultant Consultant (Technology Management) SeMT, Kerala SeMT, Kerala Programme Co-ordinator Md. MERAJ UDDIN Asst. Professor, IIITM K Internal Guide Dr. RAJASREE M.S. Director, IIITM K Indian Institute of Information Technology and Management Kerala IIITM K Building, Technopark Campus Thiruvananthapuram
6 ACKNOWLEDGEMENTS First and foremost we would like to express our gratitude to the great guides, both Externals and Internal from the State e-governance Mission Team (SeMT) and from the Indian Institute of Information Technology and Management Kerala (IIITM-K). Mr. Jayachandran M.B. (Head & Principal Consultant) and Mr. Krishnakumar K. (Consultant Technology Management), the external guides who motivated us from the very first minute and supported us to further develop our plans for writing our Project Report and Presentation work. Dr. M.S. Rajasree, Director of IIITM-K, the internal guide encouraged and supported us throughout this work. We are very thankful to the Principal Consultant & Head of SeMT, Mr. Jayachandran M.B. who offered us the internship at SeMT. Also his guidance, co-operation and flexibility made writing this report a reality. Furthermore we would like to express our heartfelt gratitude to Mrs. Rejeetha R. (Senior Consultant Change Management), Mr. Vinod Raj V. (Consultant Program Management), Mr. Bimal Lakhra, Mr. Sunil Devassy. Mr. Krishnan Nair and all staff members in the SeMT. We learned a lot during their lecturers and directions. Thank you for all your efforts for us. I would like to express a special acknowledgement to Mr. Merajuddin, the Co-ordinator of PGDeG course, from the Indian Institute of Information Technology and Management Kerala (IIITM-K). He gave us the assistance, support and guidance throughout the course of study and the projects both Mini Project done in outside of Kerala and the final internship at SeMT Kerala. Most appreciation goes to all the facilitators and staff members of IIITM-K. Due to their perfect teaching and organizational skills we were able to carry out our survey that was of a great value to the accomplishment of our Project Work. We also express our sincere thanks to the department heads and staff of different departments of Kerala who supported us for the successful completion of survey process. Lastly, yet indispensable in our whole being, we would like to thank our family and dear friends. Your great support and personal coaching this last year and during the last two months in particular, is greatly appreciated. Thanks for your sympathy and encouraging words.
7 ABSTRACT About e-governance and NeGP ICT sector is one of the fastest growing sectors in India. However, there is a need to spread the benefits of the ICT revolution to touch the everyday life of the common man in urban and rural areas and build a dynamic information infrastructure. Leveraging ICT, there are huge potentials for improvement of the internal efficiency of the public sector and the delivery of public services to citizens in a sustainable manner. e-governance is the transformation of Government to provide Efficient, Convenient and Transparent services to the Citizens and Businesses through Information and Communication Technologies. e-governance projects are easier to implement, no or minimal legal changes, provides easier status updates, real time MIS, anytime/anywhere services, online e-forms and file management systems. The Government of India has been taking major initiatives for ushering in ICT to significantly reengineer the work system for achieving good governance goals. Department of Electronics and Information Technology DeitY, Government of India has introduced the National e-governance Plan (NeGP) in 2006 for improving the quality of basic governance. The ultimate objective of NeGP is to bring public services available at the doorstep of the citizens. Kerala Government e-government interest and PGDeG course Kerala is an IT friendly State and started its department centric projects in the late 1990s as part of the computerization and e-literacy. Kerala is one step advance in e-governance than many other States of the Country. Kerala is always in the forefront in setting up of the necessary infrastructure and innovative ideas for implementing e-governance. Kerala is the first state having two Data Centres exclusively for e-governance applications. We have already established connectivity up to block levels and
8 around 3000 offices have been interconnected through the Kerala State Wide Area Network (KSWAN) project and also the implementation of Optical Fibre Connectivity till the Panchayat level is in progress. Now, with the core infrastructure components well primed, our focus is on the services that can be delivered to the citizens in the most efficient possible manner so that the citizens can avail all the services without visiting the Government offices. Implementation of 14 NeGP Mission Mode Projects are at its various stages of execution in the state as shown below Kerala is the first State by taking the vision of NeGP to start a post graduate diploma course in e-governance and included highly qualified government officials as part of its capacity building. For the need and deed of the Governance with the help of ICT, the government of Kerala also decided to include various technology peoples from the corporate sectors, public sector undertakings and the open candidates who are highly qualified. In many ways, Kerala is unique among the other States of India. Human Development Index comparable to developed countries, internet connectivity in the nook and corner of the state and 100% mobile penetration are the few unique features of our state which makes the state conducive to achieve this Government s vision of transforming our state to a Digital Society. The present number of mobile connections in Kerala is 3.5 crores while our population is only 3.3 crores, which is less than the mobile connections. In every year more than 4 lakhs students complete schooling with IT knowledge and skills. The digital awareness among the young generation in our state today comes from very early age of their lives and hence there is an urgent need to be ready for the kind of services they would expect from the government. There is 100% literacy in Kerala. Now our endeavor is to accomplish 100% digital literacy and with the kind of available infrastructure, resources and connectivity, Kerala can be a total digital society in the very near future itself.
9 The advances in information and communication technologies including the internet & mobile provide opportunities to transform the relationship between governments and citizens in new ways that contribute to the attainment of citizen centric governance. Transformation of our Government System can happen and Kerala will become 100% digital soon. Every department has to move in this direction so that the upcoming society can completely forget about the manual system and avail the services only through digital media like internet and mobiles. There are a plenty of successful e-governance initiatives in Kerala. The transformation of Akshaya recently is one of the best examples. The Akshaya centres started more than 10 years back in every Panchayat of this state to provide e-literacy to its citizens, is now providing various G2C, G2G, and G2B services. Akshaya is an instrument in rural empowerment and economic development of the state. The project is a catalyst in creating massive economic growth and creation of direct and indirect employment in the State by focusing on the various facts of e- learning, e-transaction, e-governance etc., AADHAAR enrolment in the state has reached the figure of 2.9 crores and within a few months, Kerala would be the first state in the country to become 100% AADHAAR enrolled state. The e-district is yet another successful e-governance initiative of the state. The Project started with Pilot implementation in Kannur and Palakkad districts and rolled out to the whole districts of Kerala State by March 2013 issues digitally signed certificates. The Government has initiated a single window system - State Portal & SSDG (State Service Delivery Gateway) project which aims delivery of services to the citizens seamlessly through an integrated e-governance Framework. The Crime and Criminal Tracking Network System (CCTNS) in Police department, Bhoorekha Project of Revenue & Land records, Health Mission Mode Project, State Resident Data Hub and the Integrated Treasury Management System are in the implementation phase. The Commercial Taxes Department has created an impression nationwide by facilitating and mandating e-filing of VAT returns with online payment of taxes. Though Kerala is in the forefront of implementation of many e-governance projects in the country, there is still a long way to achieve our vision of Digital Society. Through e-governance and m-governance projects in the State, the Government can deliver services through internet and mobile phones to its citizens without visiting Government Offices and without identifying the departments from where the citizen can avail the specific service. Post Graduate Diploma in e-governance is a two semester professional course conducted jointly by the Institute of Management in Government (IMG) and the Indian Institute of Information Technology and Management Kerala (IIITM-K) for the capacity building of the State Government, Kerala. As part of the final award of course certificate, the students have to undergo an internship / project study in any organization which is closely associated with the implementation of e- Governance projects. About the Project The objective of the project is to conduct a survey on the various e-governance initiatives of selected departments under the Government of Kerala and to suggest a roadmap for the improvement of present and future service delivery through e-governance.
10 Kerala is an aspiring leader in the field of e-governance and one of the first states in India which used ICT in Government functions in late Nineties. Even though Kerala is a forerunner in the field of e-governance, most of the projects are isolated and most of them are departmental initiatives. The Government does not have any idea about the various projects initiated by different departments and facing problems to integrate all these e-governance projects to be useful to the State. e-governance initiatives of various departments under Government of Kerala A survey and e- Governance Road Map 2015 is a Project Study that focuses on analysing the present status of the various e-governance initiatives undertaken by Government of Kerala and to find out the factors which persuaded the success and failures. It also aims to develop a new Road Map for the future initiatives of Kerala e-governance. Kerala is one of the leading states in India, that was effectively explored the potential of ICT in Governance, so that 52 departments of the state are having e- Governance project in their department. Our project study was two months duration and since it is not possible to complete all the 52 department of the State, we limited our study to the 10 departments, which covers various aspects of Government Services. The e-governance Survey Project Study classified under 3 categories such as identifying departments for project study, various aspects of e-governance initiatives in the identified departments, and finally analysis and interpretation of implementation and SWOT Analysis maintenance of such projects using SWOT analysis technique. Since our project study is limited to 10 departments, selection of 10 departments covering all aspects of e-governance in terms of citizen centric point of view, projects under MMP, utility services, projects which comes under G2B, G2G and G2E was a difficult task. With the joint effort of our team, Internal Guide from IIITM-K, External Guide from SeMT and with the opinion of Principal Consultant of SeMT, we finalized our departments. In selected departments, our project study consisted of collecting basic facts such as organizational setup and identifying various initiatives undertaken by the department. In the second phase of our study, we gathered information about Service, Service Maturity and Service Paradigm, e-governance Readiness and e-governance Project Management Unit. In the third phase, evaluated the project with different criteria and interpreted with the SWOT Analysis. Finally, the outcome of the project is the Suggestions and Recommendations, SWOT Analysis report for each department and Roadmap for the department in 2015.
11 CONTENTS ABSTRACT... 7 About e-governance and NeGP... 7 Kerala Government e-government interest and PGDeG course... 7 About the Project... 9 CONTENTS LIST OF TABLES LIST OF FIGURES LIST OF ABBREVIATION ABOUT THE PROJECT STUDY Objective of the Project Scope and Significance of the Project Responsibilities Organization / Department Profile History of SeMT Roles and Responsibilities of SeMT in e-governance Program Management Financial Management Technology Management Change Management Commercial Taxes Department Scheduled Caste Development Department Labour Department National Employment Service Kerala Social Justice Department Kerala State Minority Welfare Department Civil Supplies Department Health & Family Welfare Department Kerala Water Authority Kerala State Electricity Board Methodology Chapterization of the Project e-governance SURVEY & ROADMAP... 23
12 2.1 Project Profile Department Identification Basic facts and e-governance Projects Evaluation Criteria Service, Service Maturity and Service Paradigm e-governance Application, Architecture and Business Model e-governance Readiness e-governance Project Management People Satisfaction and Civic Engagement SWOT Analysis in e-governance Projects SWOT Analysis Importance of SWOT analysis in management projects Relevance of SWOT Analysis in e-governance Projects e-governance Roadmap e-governance PROJECT CASE STUDIES WITH RECOMMENDATIONS Kerala Value Added Tax Information System Vision Mission & Objective Organization Structure Project Studied Major Stakeholders Remedies taken against the issues faced by the Department Inter departmental Integration Recommendations SWOT Analysis Action Plan for the next 2 years Labour Department National Employment Service Kerala Social Justice Department Kerala State Minority Welfare Department Health Department Kerala Water Authority Kerala State Electricity Board ANALYSIS, INTERPRETATION AND RECOMMENDATIONS SWOT Analysis of Individual Departments Finding and Suggestions
13 4.3 Suggested Roadmap SUMMARY RECOMMENDATIONS REFERENCES / BIBLIOGRAPHY ANNEXURE
14 LIST OF TABLES
15 LIST OF FIGURES
16 LIST OF ABBREVIATION
17 Chapter 1 ABOUT THE PROJECT STUDY 1.1 Objective of the Project Through the Post Graduate Diploma in e-governance course, Government of Kerala is intended to build consultants as part of its Capacity Building. Being the study of e-governance Survey, we tried to acquire knowledge about the various initiatives undertaken by the Government of Kerala through various departments for the successful implementation of governance with the help of ICT, to observe the Strength, Weakness, Opportunities and Threat of each and every department and to suggest a Roadmap in the year For the outcome of these facts, the major identified objectives are listed below: 1 Understand the present status of e-governance initiatives in various departments under Government of Kerala. 2 To classify Success and Failure projects separately with the relevant factors. 3 To identify the e-governance readiness in the respective departments. 4 To conduct a SWOT Analysis. 5 Utilization of core Infrastructure facilities developed under National e-governance Plan. 6 To give a suggestion to the department for the improvement of Service Delivery. 7 To develop a Road Map with a vision of e-governance in Scope and Significance of the Project Practical Application of the course curriculum and freedom given by the organization is the Scope of the Project. Through e-governance Survey we got an opportunity to understand all the aspects that we learnt through Post Graduate Diploma in e-governance course, and by doing the project at SeMT, we could involve in the live project of SeMT what they have to submit before the Government of Kerala. Familiarizing on various e-governance projects and service delivery channels implemented by the departments in Kerala. Identifying and classifying the government processes and services available in the selected departments which come under the scope of the project study. Identifying the GPR process took place in each project and the legal reforms taken place. Application of various e-governance tools for analyzing the project. Measuring the service delivery level of maturity in each department and to identify the scope for the improvement. Understanding the technology architecture used and business model in various e- Governance projects. Preparation of Data Collection tools such as questionnaires, Tabular Sheet, etc.,
18 Conducting Interviews, Walk through, discussion with various e-governance initiators and stakeholders and project leaders. Accessing various documents such as DPR, SLA, RFA, Acceptance Test Report, Go Live Report, etc., 1.3 Responsibilities The e-governance Survey Project Study was of two months duration at State e-governance Mission Team which includes departmental visits to the selected 10 departments. Our duties and responsibilities in e-governance Survey Project Study were to identify all major e-governance projects in the 52 departments, decide the criteria for selecting the departments from among the 52 departments for the e-governance Survey. We conducted e-governance Survey by setting up of evaluation criteria, prepared questionnaires and data collection forms, departmental visits, conducted interviews and meetings with the concerned authority in the departments, conducted group discussions and decided the factors for SWOT Analysis. SWOT Analysis done with the help of collected facts obtained from the departments. By understanding all the existing facts and figures we concluded with a Roadmap. At the end of each and every week, Project Review was conducted by the Principal Consultant and the other core group members of SeMT. In such meetings the project survey activities on the current week was reviewed and suggested the corrections and recommendations for the improvement of the report. Moreover, the schedule and activities of the following week were decided. In addition to the usual review at SeMT, in each fortnight we consulted with our internal guide to assess the progress of the Survey and discussed with for the improvement of the e- Governance Survey. 1.4 Organization / Department Profile In our Project Study, SeMT and ten departments are involved. We completed our internship in the live e-governance survey project of SeMT, for suggesting a Roadmap to the selected departments of the State. 1.5 History of SeMT SeMT is established to help the line departments to implement their MMPs that are aligned with NeGP goals. SeMT will act as an internal advisory body to all mission mode departments and work closely with them to setup PeMTs (e-team), to help departments to create a department level e- Governance road map and to play advisory role to the PeMT in the areas of Program, Technology, Financial and Change management. SeMTs are set up in each State headed by a Principal Consultant / Head SeMT. There are four major functions under him / her which are Program Management, Financial Management, Technology Management and Change Management. 1.6 Roles and Responsibilities of SeMT in e-governance The SeMT composed of Head-SeMT / Principal Consultant, Senior Consultant Technology Management, Consultant Financial Management, Consultant Program Management and Consultant Technology Management which has the following responsibilities.
19 1.6.1 Program Management Program Management team will manage the implementation of NeGP and provide support to the State government for the implementation of NeGP in the State Financial Management Financial Management team will provide support to the State departments in establishing suitable Financial Management processes (Viability, Costing, Accounting and Budgeting & Monitoring) for the e Governance projects. This team is also responsible for providing support to the State government departments in matters related to PPP, contracts, vendor management and other related activities Technology Management Technology Management team will assist the Head SeMT and support the State departments on technological issues related to MMPs and other e Governance projects. They are also responsible for technological appraisal of project reports received from state departments Change Management Change management team will direct the implementation of Capacity Building scheme in the State as well as assist the State Departments in carrying out Business Process Transformation exercises entailing efficiency improvements for the e Governance projects. The 10 departments involved in our project study are the following: 1.7 Commercial Taxes Department KVATIS (Kerala Value Added Tax Information System) is the software system developed and deployed by the department of commercial Taxes, Govt. of Kerala to facilitate tax administration of VAT in Kerala state. The project became operational on November The stake holders of the project include around 2.19 lakh VAT dealers and dealers registered under other Acts administered by the department, transporters, money lenders, sales tax practitioners, works contractors, awarders & Government departments. Various state Governments are still grappling with the issues on the implementation of e- services to the traders. Kerala has become the first State in India to implement 100% e-filing of VAT returns. Previously, the dealers had to visit the Commercial Taxes Office to file their returns, to collect statutory forms, to apply for registration and to pay their taxes. The e-governance services offered through online in KVATIS provides businesses with an easier, hassle-free channel for interacting with the government while removing administrative road blocks. 1.8 Scheduled Caste Development Department There are various e-governance projects in the Scheduled Caste Development Department which includes the award winning project e-grantz. According to the vision of Central Government, the department implemented and rolled out the Direct Benefit Transfer (DBT) project through e-grantz. The other projects in the department are e-housing and e-med. Moreover, the department took initiation to add the services like Pre-matric scholarship for children of those engaged in unclean occupations and Upgradation of merit of SC students and to deliver it to the beneficiaries
20 through e-grantz under DBT which result in transfer of amounts due to the beneficiary directly to her/his Aadhaar linked bank account thereby eliminating the existing intervening layers. 1.9 Labour Department The department at present has a web based Labour Commissionerate Automated System which serves online registration, online renewal, online licence, download of challan, upload payment details using challan, application printouts, online trade union registration, online filing of return, download of registration certificate, download of licenses, etc., There are eight Acts covered under online services. In addition to the existing system, the Labour Department proposed a new web enabled application software for seven services for Small Financial Institutions, Textile Shop, Jewellery Shop, Private Hospitals, IT and IT related institutes, Un-Aided Private Schools and Building & Other Construction Works National Employment Service Kerala Even though there are three projects developed by National Employment Service Kerala namely Thozhil, CASE and EEKO, most of them are not using perfectly either lacks core features like online interfaces or because of the failure in customization of the software according to the need of the department. At present, the department proposed an end-to-end solution e-employment Exchange, which is the centralized core application software that provides an online interface to interact with the stakeholders. The proposed software is intended to solve the problems and constraints in the existing systems. e-employment Exchange Application is a great initiative as it is meant to redefine the functions of Department of Employment & Training where by all Employment Exchanges will be converted into e-employment Exchanges and 44 Lakhs of users will be online. The goal is to transform Employment Offices into Centers of Excellence for Empowerment of Youth, providing a range of key services like online registration, posting of jobs, placement services, vocational guidance, and preparation of statistical reports etc Social Justice Department Lack of e-governance initiation is the major drawback of Social Justice Department. The department has a website and unique websites for its line departments. There are tremendous scope for replication and end-to-end solution for the e-governance applications. At present the department initiated a web enabled project MIS for Social Justice Department and the coding is doing at the IT Cell of the department by the Software Development Agency C-Dit. The team consists of one Project Manager, six programmers, one content developer and one designer. The front end for the software is PHP and the backend is in MYSQL. There are 377 offices at present for the department in Kerala and the project is intended to manage the services to get office details, office strength, employee details in HQ, transfer and posting, deployment of employees, deputation/working arrangement of employees, leave management, inventory, master stock, issue register, moment register, purchase details, purchase order placing, AMC details, etc.,
21 1.12 Kerala State Minority Welfare Department The Minority Welfare Department is constituted recently in the State and is the nodal agency of the Schemes being implemented by the Central and State Minority Welfare Departments. At present no e-governance projects under this department even though, there is a scope for the replication of e-grantz project of SC Development Department. Also the department has no IT Cell / PMU / PeMT. So the department may take initiation to form PeMT in the Department, to conduct AS-IS study and to prepare a GPR Report Civil Supplies Department Public Distribution System (PDS) was launched in the State of Kerala with effect from with the implementation of Kerala Rationing Order, Computerisation of Targeted Public Distribution System (TPDS) has been taken up as a Mission Mode Project (MMP) under the National e-governance plan (NeGP) by the Central Government. As provided in the MMP guidelines dedicated institutional mechanism for computerisation of TPDS is to be set up at National and State level. Under this programme the Government of Kerala has been asked to undertake Component I of computerisation of TPDS for which necessary infrastructure and financial support has been assured. The Ministry of Food, Public Distribution & Consumer Affairs, Government of India has proposed a plan scheme on end-to-end computerisation of TPDS operation which is to be taken up in all states/union Territories under the 12th Five Year Plan ( ) on cost sharing basis with State Governments ie, 50:50 in the case of Kerala Health & Family Welfare Department Lots of IT enabled projects were implemented in the Health Department such as Health Management Information System, Hospital Management System, mcare, telemedicine software (e-dhanwantari), Mobile Tele-Oncology Unit and Mobile Tele-Ophthalmology Unit, Hospital Information System, etc., ehealth Kerala is a new project initiated by the Department through a proposed implementing agency (PMU) namely e-health Mission Kerala (ehmk). ehealth Kerala involves a Pilot implementation in the Trivandrum District and then roll out to six Districts having typical demographic pattern. The project concept is inspired by the two major projects mcare and Hospital Management System Kerala Water Authority Kerala Water Authority (KWA) is having a large number of e-governance projects which operates on various sectors. Even before the introduction of e-governance, KWA started its computerization on Billing that led to the present efficient and effective online billing process even without any advertisement. The projects other than the present billing system of enhanced Advanced Billing Accounting & Collection Utility System (eabacus) are Complaint Redressal System (CRS), Employee Information System & Financial Accounting System (EIS & FAS), Blue Brigade System, Laboratory Information & Workflow Management System (LIMS), Project Monitoring System (PMS), e-tendering, Project Status Alert System of KWA (PASK) etc., In addition to these deployed projects Kerala Water Authority proposed the project Water Management System which is in approval stage. The Software Development Agency to this project is IBM.