The Digital Odyssey 2012

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2 Table of Contents 1. Introduction Current initiatives and status quo Infrastructure Kerala State Wide Area Network (KSWAN) State Data Center Citizen Service Centers Service Delivery Platforms Mobile Service Gateway State Service Delivery Gateway/State Portal E-district Integrated Call Center State Resident Data Hub Common/Core Applications Transparency oriented Efficiency oriented Information oriented Security Initiatives - CERT k Digital inclusiveness projects E-gov initiatives by line Departments: Transport Land Record NLRMP Treasuries Commercial Taxes Municipalities Employment ( Under development) Home /Police Agriculture Gram Panchayat Road ahead The digital Society strategy E- Government Services Categorization and electronic delivery Services categorization and SLAs Integrated Services Delivery Certificate free access Enabling Society to be Digital Capacity Building Knowledge seeking to Knowledge generating State e-governance organization Nodal Agency for e-governance Decision making levels Overall structure for e-governance State e-governance Action plan Phases of development Kerala: e-governance roadmap Page 1

3 1. Introduction Kerala is the leading state in India in the fields of education, healthcare, electrification, access, connectivity, and governance. Kerala is also ranked number one in UNDP Inequality- adjusted Human Development Index for Indian states report Kerala has been the pioneer in e-governance too. The e-readiness report by NCAER Applied Research 2008 ranks Kerala in the Aspiring Leaders position. The government envisages to further strengthen and expand the e-governance projects and programmes to all the departments so that almost all the government services to citizens could be effected electronically. The recently enacted Right to Service Act would also require a robust e-governance platform for its effective implementation. The Government is committed to Development and Care. This commitment can only be achieved through an efficient and transparent governance system which will do away with the leakages and intermediaries in government programmes. A holistic understanding of e-governance and the transformation it could bring into the society, by policy makers both political and beaurocratic and even the general public, is very much essential for the success of such programmes. Projects that bring benefits to the society shall be given support and continuity irrespective of the ideological difference of political parties. Certain departments having high citizen interaction and pain points have not initiated delivery of citizen services online. Government of Kerala acknowledges the critical importance of adopting the developments in the Information Technology in the delivery of its services to the citizens. The Government believes that imbibing the new generation technologies will make the system more transparent and efficient. The vision of the State is to utilize IT for the effective, transparent and efficient delivery of services to the citizens seamlessly through an integrated e-governance framework. The state proposes to make the state of Kerala 100 percent e-literate and digital. The government also understands the needs and requirements for realizing such a dream are it in terms of better IT infrastructure, Government process and records digitization and increasing the citizen access points. Efforts in these directions have Kerala: e-governance roadmap Page 2

4 been taken up so as to ensure the connectivity till the last mile with appropriate bandwidth, sufficient storage and computing facilities, service delivery mechanisms and citizen service centers. This road map is a broad framework of what the state wishes to do, that will finally lead to the realization of the dream of a 100% digital Government in Kerala. 2. Current initiatives and status quo The broad categorisation of the various components of e-governance currently being implemented in the state consists of the following components. 1. Infrastructure (Network connectivity, Data centres, service centres) 2. Platforms (service delivery gateways, portal, service delivery projects) 3. Common/Shared Applications (for transparency, efficiency,security etc) 2.1. Infrastructure Kerala State Wide Area Network (KSWAN) Kerala SWAN (KSWAN) envisaged the connecting of all government offices upto the block level to the State Data Center, is today not fully accomplished due to the lack of last mile connectivity. The utilization of KSWAN is affected at the Village level due to the issues of reach of KSWAN. Many offices are using BSNL lines. The usage of KSWAN is also affected due to the fact that the internet access is not provided to it this again is a reason for the preference of BSNL lines over KSWAN or maintaining a additional line Kerala State Wide Area Network (KSWAN) was setup as a backbone of the State Information Infrastructure (SII), connecting Thiruvananthapuram, Kochi and Kozhikode, extending to 14 districts and 152 Blocks of the State. The network will also connect 1500 offices of Government Departments through Wireless and a larger number through Leased Lines and LAN. The infrastructure would support integration of a large number of G2G, G2C services in hand with the applications Kerala: e-governance roadmap Page 3

5 hosted in the State. The total estimated outlay for the project is Rs.78.7 Cr. Later it was revised as per contracted outlay to Rs.63 Crores, in which the DIT share is Rs Cr and Rs.17.2Cr as State Share. United Telecoms Limited (UTL) is the implementation agency of the project, they are implementing the project on BOOT basis, with a Quarterly Guaranteed Revenue-based payment for a period of 5 years. CDAC, who was originally proposed as the Third-Party Agency is being replaced by a new TPA agency M/s.KPMG based on the guidelines of GoI. Current Status: Completed 3NOC, 14 DHQ, 152 BHQ and 1322 wireless remotes More than 2150 offices integrated to KSWAN ( All modes) 52 MiniPoPs completed State Data Center The old Data center at CoBank Towers is currently operated by Reliance and their period will be over within a year. The current Data center has its own limitations in terms of storage capacity and the equipment s. The optimal utilization of the Data center is to be worked out and the operations should be handed over to a suitable agency after reliance moves out. The possibility of consolidating the data centers is also being reviewed. Current status Hosting of more than 300 Web sites/applications Co-location of more than 250 servers of various Departments ISO & ISO certification process of the SDC in progress The New Data center in Techno park is ready and is already hosting various applications this could now be treated as the Server farm for the state Ensuring that all government applications are hosted at the State data center following the guidelines / security requirements etc The assessment of the server space requirements and hosting to be Kerala: e-governance roadmap Page 4

6 discussed and determined with KSITM Services and facilities offered (Common to both SDC s) Co-Hosting (Server Sharing) Co-Location SAN based mass storage Mail service Back up service Web / Application / DB management service 24/7 redundant power Internet Connectivity and Network Management Services Security (Manned security and Biometric & Smart Card based Access Control, CCTV based Surveillance, Network Firewall, Network based Intrusion Detection and Prevention, Authentication & Anti-Virus Services) Adavnced Enterprise Management and Busniess Management Systems (EMS and BMS) Redundant cooling Citizen Service Centers Akshaya : Akshaya centres were initially established in every Panchayat, for providing e-literacy to the citizens. They are now providing all kinds of G2G, G2C and G2B services. Akshaya project has been within the fold of KSITM but has been functioning as a independent project. While we promote Akshaya entrepreneurs to look for business models beyond the G2C services it is also critical that we ensure that the CSC network is available and accessible to the citizens. The activities of Akshaya centers are coordinated by the Akshaya project and it has this dual responsibility of getting more and more services (G2C ) through the Akshaya centers and also ensuring that the CSC network is available for Kerala: e-governance roadmap Page 5

7 government to roll out its services. The latter is more critical from the state wide roll out of various e-gov initiatives. FRIENDS: These citizen service centers have its presence in all the district headquarters and these government centers act as a single window integrated remittance center. The Enterprise enabled any-where any-payment system titled "FRIENDS Re-Engineered and Enterprise Enabled Software" (FREES) has been developed to replace the standalone software running in individual FRIENDS centres. The centralised web enabled system will help the citizens to pay utility bills at any FRIENDS centre. The participating departments can upload the demand details (bill data) and download collection details themselves. Alternately, the participating departments can expose web-services in their servers to deliver demand details which can be consumed by FREES as and when required. Collections are made available to departmental server immediately for select services. FREES Application has centralised database system with the feature utility payment can be done on any FRIENDS or AKSHAYA all over Kerala with a single user interface. Through this system new services or agency can be added without changing the software. It has online data fetching and updation from and to the departmental servers- for Vehicle Tax, Water Bill and Property Tax. FREES (FRIENDS Re-engineered Enterprise Enabled System) was implemented in FRIENDS Janasevanakendram Thiruvananthapuram, Kollam, Pathanamthitta, Alappuzha, Idukki, Malappuram and Wayanad. The rollout of FREES will be completed by the year The new solution is a centralized web enabled system and will enable FRIENDS and Akshaya centers to use the same application which is hosted at the State Data Center. Integration of the CSCs : Currently there exists an anomaly in the fact that the services offered in the urban area by Friends center is free and the same services offered in the rural areas through the Akshaya centers is charged. The Akshaya centers are entrepreneur driven models and the Friends centers are government employees on working arrangement. Further the individual departments were to provide their staff in the Kerala: e-governance roadmap Page 6

8 Friends center and thus avoiding setting up of a collection counter at their premises but in reality both these are live and thus increasing the expenses (manpower and collection centers). The Akshaya centers charge for the services at their counters as per the EDS rules adopted by the state in This is a variation from the GoI guidelines where the G2C services are not charged by the government agency. The cost of consumables and service at the CSC is however chargeable Service Delivery Platforms During the early days of e-gov evolution in Kerala, the focus was given to provide more and more e-services to citizens and the autonomy given to the departments has enabled multi-tasking and has resulted in the parallel roll out of departmentcentric e-services, the development of such services did not had a holistic dimension, and was happening in a fragmented and isolated stovepipes. Though by delivering departmental E-services the individual projects have gained visibility and acceptance, the inter-dependencies, cross-perspective aspects such as standardization, security, knowledge management, and a shared architecture was not given adequate attention Mobile Service Gateway The Project Mobile Governance was initiated by Kerala State Government in order to utilize the strengths of Mobile penetration in the State using the concept of always-on connection for the delivery of citizen services to set up M-Government Services offered by government departments through mobile phones accessible to the citizens in the field, in the street, at home or other convenient locations on a 24 X 7 basis, rather than the users having to visit government offices or log on to the internet portals to access services. The project M-Governance in Kerala is perhaps the first comprehensive project of its kind undertaken by any state in the country. Kerala: e-governance roadmap Page 7

9 An encapsulated and comprehensive integrated Service Delivery Platform is being created and integrated with the e-governance infrastructure, for enabling m- Services of various Departments in a Plug and Play fashion. The mgovernance Service Delivery Platform (SDP includes an uniquely branded, easy to remember ShortCode (KERALA) the citizen has to remember the spelling of Kerala and type it in non-qwerty mobile keypad, which is the single touch point for availing many m-services of 90 State Government Departments. The three channels of mobile communication (Voice, Signaling and Data) and a wide range of technologies (Voice Applications, Applications using signaling channel and data service based Applications) are being used for this purpose. The Common Mobile Service Delivery Platform can be leveraged by departments for m- powering their services which include setting up of services for SMS, MMS, Voice and IVR platform ( a stack of hardware and software). The focus is to build a centralized platform into which the services/solutions for each and every Department can be integrated. The approach adopted is to identify services and design solutions, wherein the primary focus has been to leverage the existing networks and available wireless technologies. As many as 90 Departments are using the m-sdp to provide their services and the portfolio of services is expanding. 20 pilot services for Citizens has been implemented which are given below: 1. Kerala Women s Commission (KWC) SMS based complaint registration system for Kerala Women s Commission 2. Kerala Engg/Medical Entrance Exam Results 2010 / 2011,Results were made live in the shortcode Green Kerala Express The Ministry of Local Self Government, GoK and Suchitwa Mission initiated the Social Reality Show- Green Kerala Express where the Panchayat representatives present their work carried out during the last one year and the CITIZENS sending the marks based on the presentation in addition to the marks awarded by jury members, to find the best Panchayat in Kerala. 4. Kerala State Film Development Corporation Mobile Ticket-Reservation A Mobile Ticket Reservation Platform was set-up for KSFDC using SMS services. Kerala: e-governance roadmap Page 8

10 The service is configured and running live at for Kairali/ Sree / Kalabhavan through Shortcode Kerala Pareeksha Bhavan SMS Based file tracking system has been introduced in Kerala Pareeksha Bhavan by KSITM using the M-Governance infrastructure. 6. Motor Vehicles Department SMS based Information System has been set up for Kerala Motor Vehicles Department. Citizens can query information by sending SMS in the prescribed format to shortcode Kerala Forest Department SMS based Timber Auction Alerts has been introduced for Kerala Forest Department. 8. Kerala Police An SMS based Helpline and Information System was introduced for the pilgrims to Sabarimala during The various information services provided for the devotees are information on pilgrim queue status, parking availability and weather status. 9. Department of Lotteries: CRM has been successfully integrated with the Database Management system of Lotteries Department. Lottery results are made available in the shortcode 10. Kerala State Road Transport Corporation: KSRTC bus timings are also integrated in the M-Governance Service Delivery Platform. Citizen who wishes to find the bus timings can pass a message to in the prescribed format for getting the information. 11. Kerala Water Authority: M-Governance SDP has been successfully integrated with the Billing Platform ABACUS of Kerala Water Authority. Details regarding water bill is available in the shortcode Bulk SMS platform is also integrated to provide monthly bill alerts to customers. 12. Agricultural University: An Agricultural Information Service is being initiated for the farmers of Kerala by Kerala Agricultural University. Farmers are asked to register for the service by messaging to Nearly thousands of farmers have registered for the service through this channel. Regular Agri-related updates on Weather/Pest/Seed/Price is being provided to registered farmers through M- Governance Platform. Kerala: e-governance roadmap Page 9

11 13. Kerala Shops & Commercial Establishment Workers Welfare Fund Board: KSITM has also associated with KS&CEWWFB for M-Governance Project for delivering major information services to Board Members through M-Governance Platform. 14. Audio-Guide for Kerala Tourism: Audio Guide Service is designed to be a recorded, spoken-commentary for the major tourist locations of Kerala based on IVR, to help the tourists in having a self-guided tour in the State. 15. SSLC Results on Mobile: SSLC/VHSE results were made live on mobile using the M-Governance service Delivery Platform. 16. Kerala State Financial Enterprises: Services to KSFE for sending chitty alerts and for official communications. The Paper-based system of sending chitty alerts is slowly being replaced by SMS system 17. Kerala State Transport Project: Complaint Registration System of the Department, where as soon as a complaint is registered an SMS is sent to the complainant with the Complaint ID. The complainant can also query the status of the complaint by messaging to the shortcode Kerala Legislative Assembly: M-Governance System in Kerala Legislative Assembly for providing meeting alerts to Ministers. An account has been allocated for KLA with Sender ID Niyamasabha for providing regular meeting updates to Ministers. 19. Information Kerala Mission: KSITM, in association with the E-Governance Initiative of LSG- IKM, has integrated various services with the M-Governance Platform. License Details (Corporation of Trivandrum): - Subsequent to receiving an application for License (under D&O or PFA), a demand for payment of the requisite fee is generated and this intimation is sent to the applicant as an SMS. Later, when the license is processed, the final status (whether accepted or rejected) is also sent as an SMS. Property/Building Tax Demand Notice Profession Tax (Traders) - demand notice Kerala: e-governance roadmap Page 10

12 Dues related to Rent on Land and Buildings (owned by Corporation) 20.Department of Collegiate Education - Department of Collegiate Education is providing various Scholarships to students for promoting Higher Education. Timely SMS alerts regarding scholarship information are being sent to students. Other services As many as 60 Departments are using the m-sdp to provide push and pull based services to the citizens and the portfolio of services is getting expanded. About 110 accounts has been created and is in use by various Government Departments. Dr.SMS : Ds SMS is a significant mobile based project that provides users with a comprehensive list of medical facilities available in a chosen locality, like hospitals having expertise in various medical specialties etc. Out Bound Dialing Facility for KISSAN KERALA project: The Mobile Service Delivery Platform has been integrated with the KISSAN KERALA project for providing push and pull based SMS services as well as Out Bound Dialer integration has been done for providing voice based services to Farmers in regional language (Malayalam). Computerized Call Centre for Commercial Taxes Department The Multi-lingual IVR based Call centre and help desk has been established for the Commercial Taxes Department. The computerized call Centre is a fully managed Interactive Voice Response Server System. A citizen who wishes to lodge complaint or a feedback can dial a 10 digit Number and record the complaint/feedback through an interactive process. Callers will get a Unique registration number by SMS and Voice. They will receive alerts via SMS and Voice at various stages of the Complaint State Service Delivery Gateway/State Portal To achieve the one government view focus will be on for creating a visionary and flexible/ accommodative E-Governance knowledge structure with a constant Kerala: e-governance roadmap Page 11

13 monitoring and assessment of emerging technologies, its adoption and potential use in E-government. This is planned to be achieved through the implementation of the State Service Delivery Project, which will be a vital cog in providing mutimodal public service delivery by provisioning adequate set of interfaces which will result in achieving interoperability amongst the various e-gov applications and a seamless and full integration of the front and back office systems. SSDG is a core component in e-governance infrastructure under the NEGP, aimed at providing seamless interoperability and exchange of data across departments. The project involves, State Portal including Applications & electronic forms, State Service Delivery Gateway (SSDG), Training and Manpower for SSDG, State Portal and Gap Infrastructure, Gap Infrastructure at the destination offices including gaps in connectivity. The project covers 55 services from 14 departments E-district E-District Pilot project was inaugurated on 17th December 2010 in Kannur and 8th February, 2011 in Palakkad Districts. It is a State Mission Mode Project under the National e-governance Plan. The Project aims to back end computerization to enable the delivery of the services through citizen services centres (Akshaya) nearly lakhs certificates issued through the website Government of Kerala decided to roll out the e-district project through out Kerala by March 2013 and inaugurated the state wide rollout on the 4rth of December In this connection, districts of Pathanamthitta, Kottayam and Malappuram, went live and Ernakulam and Alleppy shall go live in Dec 12 itself. A District e- Governance Society (DeGS) shall be constituted in all districts for monitoring the development of e-district project under the chairman ship of the District collector. The formation of DeGS in districts is progressing. 14 more services of RTI, FCS, LSGD and Election in pilot districts are in the pipeline for launch. The implementation of online database verification process will help the citizen more effectively. After the launch of online database verification process, the public will give only the serial number of concerned Kerala: e-governance roadmap Page 12

14 certificates at the time of filing the application. The village officer can verify each application with concerned department's database through online and hence possible them to issue the certificates immediately. In the second phase, it is decided to open the online application facility for the public through e-district portal so that any one with an internet connection can apply at their convineance and those who don t have access to the same shall do it with the support of CSCs. The e district project which aims at delivering the district level services to the citizen has been piloted in 2 districts has been a success in Kerala and the success of the pilot can be attributed to the readiness of the concerned department, (revenue), the operational CSC network (Akshaya) and the active involvement of the project management team. E District is delivered through the DEGS (District e governance societies under the Chairmanship of the respective collectors ensuring a decentralized delivery of services to citizens even while being implemented and monitored as a State wide roll out Integrated Call Center Government of Kerala has set up an Integrated Call Centre at Trivandrum to attend to general queries pertaining to the services offered by different Government departments and Universities in the state through a local call anywhere from Kerala. The official commissioning of the Centre was on The details of schemes, plans and policies of various departments are available from the centre. For example the documents required to be produced and formalities to be observed for obtaining a Ration Card, a Ration Dealers License, an Electric Connection, a Building Permit, Correction of date of Birth,Registering Name in Employment Exchange, Registration of New Motor Vehicle,obtaining different types of Certificates such as Nativity Certificate, Income Certificate, Community Certificate and whom to contact are available from this centre through a telephone call at local call rates anywhere from Kerala. Replies to such queries are being answered by Call Centre Executives trained for the purpose in a polite manner. The Telephone Number allotted to Call Centre is and the number is Kerala: e-governance roadmap Page 13

15 available anywhere from Kerala (without any code) with a group dialing system consisting 30 lines. The PRI/ ISDN connection provides easy access to the Call Centre without any disturbances. The Call Centre is working on 24*7 basis except on National Holidays. The other available Telephone Numbers are given below:- 1. From other Networks , & State Consume Help Line (Toll Free Number) i. It acts as a guidance and information help line to the public on various activities and schemes implemented by government. ii. Round the Clock services. iii. Prestigious programme of the Chief Minister's Sutharya Keralam is being dealt through Call Centre. iv. The programme of Labour Minister's Labour Help Line is handled by the Call Centre. v. Complaints on PDS under State Consumer Help Line are another important event attended to by the Centre. vi. Access to the Call Centre from anywhere in Kerala without any queue and delay at local call charges. vii. viii. 30 line PRI /ISDN connection. Calls are attended by specially trained agents. ix. Complaint registry mechanisms on departments having high public interface are available. x. Telephone calls are transcribed and forwarded to Head of the Departmetns via with sms alerts to predesignated numbers and resultant of action intimated to the complainants. xi. xii. Facility to record complaints for future reference. Information updated in the database on a regular basis. Kerala: e-governance roadmap Page 14

16 Participating Departments Animal Husbandry Archeology Civil Supplies Consumer Affairs Co-Operative Department Cultural Department Economics and Statistics Department Education Department Electrical Inspectorate Employment and Training Department Health Department IMG Industrial Training Department Industries and Commerce Kerala Public Service Commission Kerala State Electricity Board Kerala Water Authority Kerala Womens Commission Law Department LSGD Motor Vehicles Department Norka Parliamentary Affairs Government Organizations Film Development Corporation Chalachitra academy Kerala Language Institute Kerala Sahithya Accadamy Vyloppilli Sanskrithi Bhavan State Institute of Encyclopedic Publications Kerala Folklore Accadamy Jawahar Bala Bhavan Bharath Bhavan Gurugopinath Natanagramam. Kerala State Balasahitya Institute Directorate of Culture Universities Kerala University M.G University Calicut University Sree Sankaracharya University Complaint Registry Mechanism Hon.Chief Ministers Sutharya Keralam State Consumer Help Line Commercial Taxes Check Post Complaints Akshya Help Line Kerala Women s Help Line Registration Department Revenue Department Scheduled Caste department Sports and Youth Affairs Scheduled Tribe Department Commercial Taxes Department Projects 1.Insight 2.IDEAS 3.IPMC( Investment & Promotion Management Cell) 4.Malayalam Computing Water Transport department Kerala: e-governance roadmap Page 15

17 State Resident Data Hub The Digital Odyssey 2012 The resident citizen data that will be obtained as part of the AADHAR registration process shall be the base citizen data for the delivery of government services. All department initiatives will have to be aadhar enabled and this will enable the integration of the various governance initiatives in the state. Leveraging AADHAR data the departments will be able to streamline their applications and KSITM shall walk closely with the departments in this process to ensure interoperability. SRDH shall evolve as a Common database and hence efficient data storage and management. The first step to and integrated database is to ensure interoperability among the various applications and then move on to a common database 2.3. Common/Core Applications Transparency oriented e Procurement e-gp is a Mission Mode Project (MMP) under National e-governance Plan (NeGP) and is initiated by Ministry of Commerce, Government of India (GoI). Government of Kerala has implemented the e-government Procurement system to enhance transparency and efficiency in Public procurement activities and monitor the same on a real-time basis. Online Services: (i). Registration/Enrollment of Department users and Bidders (ii). Tender Creation and Publishing (iii). Publishing of Corrigendum (iv). Publishing of Pre bid meeting decisions / documents (v). Online Bid submission/ resubmission/ withdrawal (vi). Facility for offline/ online payment of Tender Fee & EMD (vii). Encryption of bids submitted by the bidders (viii). Facility for single/two/multi cover bid system (ix). Online tender opening by designated Officials Kerala: e-governance roadmap Page 16

18 (x). Live bid opening for the bidders Facility to update committee recommendations at each stage of tender process (xi). Award of the contract (xii). eauction - Forward and Reverse (xiii). Limited Tender/Expression of Interest (EOI) (xiv). General Technical Evaluation (xv). Multi currency provision (xvi). Digital signing of all documents which are uploaded (xvii). Comprehensive Report/MIS module Objectives: Transparency Non-discrimination among bidders Access of tender documents to any bidder & bid submission from their place of convenience Promotes open competition Accountability Security of the entire process using PKI Technology Digital Work flow and file tracking To ensure an efficient movement of files within departments the file flow is being made electronic and provisions are being made available to the citizens to track their files electronically through the State Portal. 1. Workflow automation Digital workflow is a web based file/ tapal flow & management system. It is a Less-paper office concept introduced by Department of IT, Government of Kerala. It covers the entire life cycle of a document, beginning with the creation of a Tapal and ending with the closure of the File. Rich and user friendly interface enables the users to work effortlessly with their files. The system is highly secure with each operation monitored and audited. All users are given access based on their user profile/ roles Digital workflow system has been implemented in the following Government departments/ organizations: Department of Information Technology Kerala: e-governance roadmap Page 17

19 Directorate of Technical Education Kerala State IT Mission (KSITM) Kerala Sustainable Urban Development Project (KSUDP) Kerala State IT Infrastructure Limited (KSITIL) Agency for Non-Conventional Energy & Rural Technology (ANERT) Akshaya Citizen Call Centre State e-mission Team 2. File tracking (IDEAS) IDEAS is a web based online File, Petition and Government Order tracking system implemented by Kerala State IT Mission with technical support of NIC. The system facilitates tracking & monitoring of Government documents, serves as a mechanism for reminding the Government departments about the pending status of files and also provides a real-time status of Government files/ petitions. It is developed using open source technology. Benefits to Citizens: Citizens can track their petitions/ letters using the IDEAS system from anywhere in the world using an internet enabled PC. Also, if the petitioner provides his -id along with the Petition, the system will automatically send messages to the petitioner on each and every movement of the petition and then the corresponding file, till the concerned file is closed. Benefits to Users: Government department users can register the files in the IDEAS system. Once registered, system will automatically send messages for each file forward till the file is closed. IDEAS project was implemented in Higher Education department and Finance department of Government Secretariat on a pilot basis. After the successful pilot implementation, it has been implemented in the following offices:.all the office of Ministers All departments in Government Secretariat Forest Headquarters and 9 Subordinate Offices in Districts Kerala: e-governance roadmap Page 18

20 Port Directorate Town Planning Department KSEB (O/o the CE(IT- Projects) & Safety Commissioner) PWD ( DRIQ Board and O/o the CE (Design & Admin) DPI Motor Vehicles Department Efficiency oriented SPARK Service and Payroll Administrative Repository for Kerala (SPARK) is an Integrated Personnel, Payroll and Accounts information system, which is Web based application implemented for all the employees in the State of Kerala. The system has been developed with a view to cater to the Administration, Payroll and other Accounts activities of Government Establishments. Each employee is allotted with a unique Permanent Employee Number (PEN) through the system. This centralized system helps the departments to get details of any employee immediately, achieve highest level of transparency in dealing with the employees, more consistent application of rules etc. Being a well-integrated system, the changes made through one module reflect in all related areas of activity. In the payroll side, accurate and automatic payroll processing is facilitated. It also ensures that the rules and regulations are uniformly applied to all employees there by avoiding complaints and achieving better employee-employer relations. The Main features are: G2E web based Personnel Administration and Accounts software for Government Establishments System allots unique Permanent Employee Numbers (PEN) to all employees Addresses all requirements in Service and Salary matters Entire Service Book of each employee is digitised Kerala: e-governance roadmap Page 19

21 Centralised database helps in quick decision making and applying rules and regulations uniformly to all employees Activity driven, procedure linked updating of data Salary Processing of NGOs All reports in PDF format Provision to generate Identity Cards Interface for individual employees to view their salary, loan, leave, GPF, accounts and personnel details Provision for filing Annual Property Returns for Government Employees and All India Service(AIS) officers Processing of Self Drawing Officers Salary (SDO s) Increment Sanctioning Leave salary and arrear bills preparation Management of recoveries, advances, loans etc of employees Online Transfer processing LPC Generation Transfer Management module Income tax computation and generation of statutory forms etc All kinds of statistical reports using queries Comprehensive database of Government offices across the state. Inbuilt Notice Management Module. Suggestion and Feedback Module incorporated in the application Kerala State has 39 Government Departments, over 122 Field Departments and over offices spread across the nook and corner of the State. Personnel and Payroll Management System using SPARK-Service and Payroll Administrative Repository for Kerala is today implemented in all the Government Offices across the state Common Mail Services Providing a net address for all the government officials has been ensured to facilitate free and secure communication between government officials. Currently the mail solution of NIC ( NIC ) is being used and the current allocation is for Kerala: e-governance roadmap Page 20

22 50000 mail boxes. Near to officials have started communicating from the official ids and the government intends to make it mandatory that all official correspondences are through the official mail Information oriented Kerala State Spatial Data Infrastructure At national level the National Spatial Data Infrastructure (NSDI) has been established for sharing and improving utilization of spatial data generated by various agencies. Following the suite, the Karnataka State and the Delhi State have already established SDIs under their respective Governments. In addition the Jharkhand, West Bengal and north-eastern states have already initiated setting up of the SDIs. In line with the NSDI, the Kerala Government has set up the Kerala State Spatial data Infrastructure (KSDI) to promote geospatial data sharing at State level. KSDI- Functionalities: The portal is used as a starting point and a web gateway to access the geospatial data content, which would have the capability to handle data storage, retrieval and updation. The proposed web-based geo-portal would be built on a Service Oriented Architecture (SOA), by means of interoperable OGC-Compliant Web Services, which would allow the users spread across the internet, to view the data availability, query, download and perform various spatial and non-spatial functions and analysis through the KSDI network and publish them seamlessly. Access to and maintenance of the underlying master database will be done by uploading data by KSDI itself or from remotely available servers of the spatial data generating agencies. KSDI Geoportal and Clearinghouse will be designed to act as the primary intermediary between providers of geo-data/geo-information, geo-related services and users. With a framework of open access and collaboration, the proposed KSDI solution would serve as integral medium between various environmental, economic, socio-cultural and governmental stakeholders. This will foster in building objective and innovative network community in supporting NSDI vision of Kerala: e-governance roadmap Page 21

23 access to organised spatial data, use of infrastructure at community, local, state, regional and national levels for sustained economic growth." KSDI will encompass data handling facilities, the complex of institutional, organizational, technological, human and economic resources and serve and host geographic data and attributes, sufficient documentation (metadata), a means to discover, visualize, and evaluate the data (catalogues and Web mapping), and methods to provide access to the geographic data, alongside custom services, including Decision Support Systems to support the data applications for a specific application domain or enterprise via internet. In this architecture, KSDI Gateway and its user interface allow a user to query distributed collections of spatial Information through their metadata descriptions. A user interested in locating spatial Information uses a search user interface, fills out a search form, specifying queries for data with certain properties. The search request is passed to the Metadata Server and the data will be displayed to the user. KSDI Infrastructure Development The main participating agencies of KSDI that include various government agencies will contribute to the initial centralised spatial data repository. This would range from high-resolution imagery from various sources, geological datasets, thematic and statistical data pertaining to social, cultural, economic and administrative areas, conservation, data relating public works and utilities to scientific publications, multimedia etc. This comprehensive turn- key solution of the Geo portal and clearing house for Kerala would be implemented through setting up of Kerala Geoportal. With launching of the Geoportal, spatial data information for different domains such as infrastructure, traffic planning, resource availability, demographic status, socio-economic status, health and culture-related information etc., even up to cadastral scale will be within a mouse click away. With the State having its own initiatives related to data and Information management, including governance guidelines and data sharing protocols, KSDI would serve the following broad range of roles: Develop ICT infrastructure for data processing, storage, and dissemination over Kerala: e-governance roadmap Page 22

24 internet Web technology to discover, access, query, search and consistent presentation of the results across multiple participating agencies Provide a single window access mechanism to the digital spatial/non spatial data through a decentralized architecture at all levels of the government, academia, and institutions. Retain intellectual rights of the owner while sharing the data between the producers and users. Implement an OGC standard based on an open architecture for interoperability across various platforms and accessing data (spatial, non spatial and metadata) as secure web services. Support spatial data inputs from multiple sources with seamless integration and presenting a unified view as WMS, WFS and WCS etc., Security Initiatives - CERT k CERT k (Computer Emergency and response Team Kerala) functions as part of IT MISSION, running alongside all initiatives in the e-governance area to deal with cyber security and emergency response. Cert K shall plan its activities in a three pronged way 1. Awareness creation and training 2. Proactive monitoring and alerts 3. Incident handling, corrective actions and reporting Further Cert-k shall closely work with the CERT In, CDAC forensics and Hi-tech cell to ensure that appropriate measures are adopted to avert cyber emergencies Digital inclusiveness projects Insight A pilot project for supporting the visually challenged by means of ICT mainly developed on FOSS has been successful and the same has been done by KSITM Kerala: e-governance roadmap Page 23

25 with the help of an organization called SPACE. The roll out of this model will however be better facilitated by the departments dealing with social welfare and hence the transition of ownership of roll out to SWD has been initiated. KSITM shall continue to provide the technical support assistance required for the project Citizen for Governance reach The state is considering the proposition of communicating directly with its citizens through a personalized mail system. These mails could be made unique by means of their UIDAI number (Aadhaar) and can become the channel for communication between the government and the citizen. The challenges are large as this involves 3 crore plus mail boxes and to host such a mail system the infrastructure requirements in terms of storage, computing and application itself would be demanding. The options that are being thought of are to partner a major mail service provider or work out a modality of creating a cloud environment within the government system Malayalam Computing English being the medium of communication in the websites and portals acted as a deterrent to the active use of computers and imbibing its benefits by the common man. The flavor of the mother tongue and the need to provide requisite information and services using the official language lead to the project called Malayalam computing. This is an initiative for creating capacity and content in the local language, Malayalam. These broad objectives of the project are to strengthen local language, Malayalam, using the possibilities provided by Information and Communication Technologies and to address the linguistic barrier which prevents the people of Kerala from tapping the new technologies. Further developments in the area of mobile based Malayalam computing etc. are in the pipeline. IT department shall closely associate with the Malayalam University to ensure that the technology enablement of the mother tongue is ensured Kerala: e-governance roadmap Page 24

26 2.4. E-gov initiatives by line Departments: Projects currently being planned and implemented by various departments are as under Transport Motor Vehicles Department is one of the departments of the Government of Kerala offering highest number of citizen centric services. Computerization of all the citizen services has helped the department in providing efficient and timely services with better transparency and quality to the citizens. Motor Vehicles Department is the only department in the country which has achieved 100% computerization of the services and implemented State Register and National Register. Services SMART-Move (Customised Vahan-Sarathi) is a package automating all the services and citizen-centric procedures in the offices of Motor Vehicles De partment. The application is organised around modules and relevant functions that enable the department to logically as sign work to the various personnel engaged in their respective functions. Every module is interlinked with other modules for necessary electronic data interchange between all offices of the Motor Vehicle Department. The following manual procedures are replaced by the implementation of this package: All registration records Tax collection registers All permit registers All license registers Register of driving schools, dealers, etc. The information which are of public interest are made available through multichannel service delivery access points like internet, touch-screen ki osks, service counters etc. Kerala: e-governance roadmap Page 25

27 G2C Services The department has introduced submission of applications online for selected citizen services. This has made it much easy for an applicant to apply for a service. e-licence Services e-vehicle Services e-permit Services Information Services Mobile Services: Fast Track Services G2B Services- Dealer login and Driving schools G2G Services Enforcement login The department is giving G2G services to departments like Police, Excise, Sales Tax etc. by sharing information like details of licence, vehicles, tax details through e-services and m-services for enforcement verification. Data is shared with other departments for verification purposes. The National Register for vehicle and driving licences has been made for the interconnectivity with other States. Present status of the project. The ICT services of the department are available throughout the State. All the 18 Regional Transport Offices, 65 Sub Regional Transport Offices, and 19 Motor Vehicles Check Posts have been fully computerized through the FAST (Fully Automated Services of the Transport Department) Project, and interconnected using Kerala State Wide Area Network (KSWAN), the first of its kind in the State of Kerala to have a wide coverage. The department has taken active steps in implementing e-payment to be integrated with the web services and has been rolled out recently Kerala: e-governance roadmap Page 26

28 Land Record NLRMP The National Land Records Modernization Programme (NLRMP) is launched by Government of India in August 2008, aimed to modernize management of land records, minimize scope of land/property disputes, enhance transparency in the land records maintenance system, and facilitate moving eventually towards guaranteed conclusive titles to immovable properties in the country. The major components of the programme are computerization of all land records including mutations, digitization of maps and integration of textual and spatial data, survey/re-survey and updating of all survey and settlement records including creation of original cadastral records wherever necessary, computerization of registration and its integration with the land records maintenance system, development of core Geospatial Information System (GIS) and Capacity Building. Major Components and Services Kerala Land Information Mission (KLIM) is the implementation agency for NLRMP in Kerala. The departments involved in implementation are (i) Department of Survey and Land Records (ii) Department of Revenue (iii) Department of Registration The main objective of the Kerala Land Information Mission is to develop a modern, comprehensive and transparent land records management system for the state with the aim to implement the conclusive land-titling system with title guarantee, which will be based on four basic principles, i.e., (i) A single window to handle land records (including the maintenance and updating of textual records, maps, survey and settlement operations and registration of immovable property), (ii) The mirror principle, which refers to the fact that cadastral records mirror the ground reality, (through GIS and modern method of survey) (iii) The curtain principle, which indicates that the record of title is a true depiction of the ownership status, mutation is automated and automatic following registration and the reference to past records is not necessary. Kerala: e-governance roadmap Page 27

29 (iv) Title insurance, which guarantees the title for its correctness and indemnifies the title holder against loss arising on account of any defect therein Key Activities to be undertaken by the State Government Data digitisation Upgrading Infrastructure (Survey as well as IT) Hiring of manpower on contract basis Setting up of Programme Management Unit (PMU) Training and Capacity Building Present Status Under modern survey methodologies survey of 28 villages is being carried out by Survey Dept. and it is expected to be completed within next year. Four villages had already completed the survey under modern methodology Thirumala and Manacaud in Thiruvananthapuram district, Pumkunnam in Trissur and Melmuri in Malappuram. In these villages the final stage notification is going on. Software for integration of Survey, Revenue and Registration depts has been developed and is under field test. Dept. of Survey of India was the consulting agency for development of this software module which integrates spatial and textual data. There is need to obtain STQC certification before the software is actually deployed in field The Common Record Room project, which aims in scanning and digitization of records has already been undertaken by CDIT. This is a citizen centric e- governance project which aims at delivering survey and revenue records to public. The construction of Central Digitization Center (CDC) has started and is in final stage of completion. The Bhoomi Keralam Project under KLIM is taking steps for publishing of textual and spatial records in website. The Arc GIS server edition will be used for this. Procurement steps have already been initiated in this regard. ReLIS software which integrates registration and revenue records has already been piloted and is ready for deployment. This implementation is being carried out by Kerala State Land Bank under KLIM. Kerala: e-governance roadmap Page 28

30 Government has already approved and issued order to form a Land Governance body, which will be a independent entity under societies act to implement NLRMP scheme. This agency will integrate Revenue, Registration and Survey Departments under the Lead of Kerala Land information Mission and will act as the PMU for NLRMP implementation Treasuries Department of Treasuries is one amongst the departments where computerization activities have been initiated first in the state. The Department has completed branch level automation as early as in the year 2004 with core activities and moving towards for a complete integration of all the functionalities including its limited banking functionalities through the implementation of CFMS (Tresury Computerisation) Project. The main objective of the CFMS project is to build a centralized Core Financial Management System with all information being stored, processed, managed & controlled at one centralized point, hosting the entire functioning of the system to all its nodes and to have a cross functional and seamless integration of the Treasury operations, irrespective of variations in hardware structures and software functionalities. The project aims to introduce value added services such as the Anywhere Banking and ATM facilities that will give all round benefits to the Department of Treasuries and its customers and the financial system at large by establishing an efficient single point gateway between the Department of Treasuries and the financial systems in India. Major Components and Services The Treasury Information System implemented in all the 210 treasury offices covers all major activities of Treasuries such as receipt, payment, pensions, savings bank, PD accounts and deposits in a de-centralized manner. Data entered at branch level is collected and uploaded to the central server in offline mode for consolidation. A central repository for treasury transactions called Treasury Information Management (TRIM) System has also been implemented in Kerala: e-governance roadmap Page 29

31 the department. With the implementation of ITMS project all the activities of treasury department will become centralized. Present Status The Technical committee has approved the Detailed Project Report on Treasury computerisation (CFMS) prepared by NIC and submitted the report to the Government for approval. With regards to core banking, the Govt. vide G.O No(Rt) No 5/12/Fin Dated has decided to implement the software of Core Banking solution of National Informatics Centre at District Treasury Thiruvananthapuram as pilot study to assess its suitability and utility. The following core functionalities are envisaged in the Core Banking System Centralised End to End Treasury Operations Centralised Budgetary Control Real time tracking and control on cash flow and accounts Core Banking with ATM Facility for disbursal of salary and pensions Auditing and MIS Integration of other department applications Commercial Taxes The computerization process of the Commercial Tax department was initiated in 1998 under the erstwhile regime of General Sales Tax Act. Subsequent to the introduction of Value Added Tax system in 2007 the department launched the Kerala Value Added Tax Information System (KVATIS) to facilitate tax administration of VAT in the state. KVATIS provides a web based interface that is accessible to all registered dealers and transporters. The vision of KVATIS Project is to ensure effective tax administration by coordinating the stakeholders, thereby contributing significantly to the State s development. The Services of Akshaya e- centers are being utilized for service delivery. Dealers can file their returns through Akshaya centers free of cost. The services offered by the Commercial Taxes Department fall under the category Kerala: e-governance roadmap Page 30

32 of Statutory services in the G2B Segment. With the introduction of digital signature in KVAT information system, the need for visits to office have been reduced considerably. KVATIS e-services The following services offered in KVATIS do not require physical visit to the CTD offices and are being delivered across the counter to the dealers. Total number of transactions under this category amounts to 4 lakhs transactions/month. 1 e-filing of Return ( VAT / KGST / CST / LT / KML / AIT) 2 e-payment & e-chalan 3 Statutory Forms under CST Act 4 Opting compounding of tax 5 Closing Stock Upload 6 Audited Statement 7 Advance tax utilization 8 Statutory Forms from other state 9 TDS Payment 10 Non Liability Certificates for W.C 11 Awarder enrolment 12 e-consignment declaration The registration services offered in KVATIS currently mandates filing of hard copy of the application generated by the system by the dealers. These services cannot be delivered for the reason that in many cases inspection of business premises by the assessing authority is required before the issuance of registration to the dealer. Since the need for inspection cannot be over ruled for the time being, these services cannot be delivered across the counter and hence categorised under category C services. 1 e-registration 2 Exhibition / Exchange Mela Permits 3 Salesman permits 4 New Branch and godown registration Kerala: e-governance roadmap Page 31

33 The e-registration services offered by the department includes 1. VAT / Presumptive Registration 2. Casual Traders 3. Application of Govt. Department 4. Registration Parcel Agencies 5. Registration Banks 6. Luxury Tax Registration 7. Registration under the Kerala Money Lending Act 8. Agriculture Income Tax Registration Municipalities Corporation of Cochin Under the aegis of National e-governance Programme e-municipality framework, the e-governance at Cochin Corporation is progressing with steady pace, with an aim of rolling out the citizen services within the active period of JnNURM program. Corporation of Cochin (CoC) with an aim of becoming self-sustained, effective, efficient and responsive organization, through this initiative has gone an extra mile and identified as much as 25 citizen services under different sections that would be covered under the said programme; this is apart from G2B & G2E services that would be rolled out along with citizen services. Corporation of Cochin e-governance application named as Cochin Municipal Administration System (CMAS) is covering a wide array of services with primary focus on Basic Services to the Urban Poor (BSUP) services. The system comprises of 8 applications that spans across the 8 sections of Corporation wide; Health, Revenue, Town Planning, Engineering, Council, General Administration, Accounts & Urban Poverty Alleviation. Wipro was selected as The Project Management Consultant (PMC) and TCS as the Implementation Agency (IA) for this project. As mandated by the Kerala State Government to integrate with certain existing application, abiding by the mandate, CMAS is gearing up to integrate with existing applications like Saankhya, SPARK, BPAMS & Sulekha. Kerala: e-governance roadmap Page 32

34 Current Status: 1. CMAS Application Development: The requirement gathering analysis and finalization is completed for developing of the applications. The system requirement study (SRS) document is signed off for all of the above mentioned departmental applications and Application development by TCS is underway. Corporation is in active discussion with KSITM with regards to the modalities of integration with SPARK and MSDG. They are also in close talks with KSITM on the availability of KSWAN connectivity for its regional offices spread across Cochin city. Corporation of Thiruvananthapuram In order to automate the departmental procedures & functionalities, and to leverage the advancements in Information Technology for effective administration, Corporation of Thiruvananthapuram has taken up several IT initiatives to computerize its business processes for improving the efficiency in administration and service delivery. There are nine applications deployed at Corporation of Thiruvananthapuram (CoT) which cater to different departments and functions. Each of these was developed as standalone applications by multiple agencies over a span of a few years. The Central Monitoring and Steering Committee (CSMC) under Urban Infrastructure & Governance (UIG), JNNURM has sanctioned budget for implementation of e-governance in Corporation of Thiruvananthapuram in August This project is intended to strengthen the Governance and broaden the public participation by leveraging the ICT for improvement in service delivery. For carrying out the e-governance, CoT intends to introduce automation and implementation of integrated framework for e-governance by leveraging ICT with an aim to streamline, improve, and strengthen functioning of Municipal Governments and service delivery to citizens. In this context, Corporation of Thiruvananthapuram floated an EOI to select SIC. The SIC shall be responsible for providing consultancy support in the implementation of the state level e- Governance solution in the pilot location at Corporation of Thiruvananthapuram Kerala: e-governance roadmap Page 33

35 and subsequently rollout this solution to the other corporations in the state. Evaluation reports of the various proposals given by consulting agencies were submitted to the Corporation of Trivandrum on Following this, a Technical Panel Meeting was held on at Corporation to discuss the evaluation scores. Corporation of Thiruvananthapuram approved the appointment of Wipro as SIC during its Council meeting held on 24th February The Empowered Committee for KSUDP/JnNURM approved the appointment of Wipro Limited as SIC during its meeting held on March Corporation of Thiruvananthapuram issued the Letter of Acceptance (LoA) to Wipro. Current Status: Selection of System Integrator Wipro has completed the Project Initiation and Analysis phase as per commitment and the detailed RFP was prepared following this. Based on this, Corporation of Trivandrum has floated the tender on 31st October 2012 inviting proposals from system integrator Employment ( Under development) Recognizing the role played by the Employment Exchanges and its impact in providing employment services to the citizens, Employment Exchange has been identified as one of the Mission Mode Projects (MMP) for upgrading and modernization of Employment Exchanges in order to make them more demand responsive. The design and development of the EEMMP began with the As-Is study of the employment services at the Central and State levels. At the central level, the study involved undertaking a current state assessment of the key functions of the DGE&T for which informational interviews were conducted with respective department officials. The project aims to develop an integrated National web portal for providing effective, speedy and transparent employment related services to the citizens of the country. The overall aim of the EEMMP is to provide gainful employment to all jobseekers registered with Employment Exchanges. Kerala: e-governance roadmap Page 34

36 In accordance with the Vision Statement the following objectives have been defined To collect and disseminate information on employment and training, to job seekers and employers To create easy and speedy access to services of employment exchanges for all. To provide relevant employment counselling, assessment of capabilities and vocational guidance services to job seekers To obtain, provide accurate and quality Labour Market Information for planning and decision making in a timely manner. Present Status Planning Commission had sent a letter to the line department seeking consensus from all States for the implementation of this MMP as there was a state share in the funding pattern. In this regards, the line ministry has send a letter to the Chief Secretary and the same was forwarded to Labour Dept. The file was send by Labour Dept. to Finance, Planning and then to IT department for comments. IT department has returned the file with comments stating that CB and GPR has to be implemented (in the next one year) and also that the file be placed before the SLEC for decision. Parallel DevelopmentS The Department of Employment and Training has in the meantime decided to implement the project in Kerala using state funds as an e-governance project and in this regard, a first level review of CASE (Common Application System for Employment) was done by the department and customizations have been requested to NIC-Delhi based on this review. NIC-Delhi is currently in the process of customizing CASE and has asked for time to complete the same Home /Police Crime & Criminal Tracking Network and System (CCTNS) The Police Stations in the country are, today, virtually unconnected islands in the case of Crime & Criminal Tracking. There is no system of effective data storage, data sharing and accessing data. There is no system under which one Police unit Kerala: e-governance roadmap Page 35

37 can talk to another directly. Realizing the gross deficiency in connectivity, the Central Government is implementing an ambitious scheme called Crime & Criminal Tracking Network and System (CCTNS). The goals of the system are to facilitate collection, storage, retrieval, analysis, transfer and sharing of data and information at the Police station and between the Police stations and the State Headquarters and the Central Police Organizations. CCTNS is a Mission Mode Project (MMP) under the National e-governance Plan of Govt. of India. CCTNS aims at creating a comprehensive and integrated system for enhancing the efficiency and effectiveness of policing through adoption of principle of e-governance and creation of a nationwide networking infrastructure and ITenabled-state-of-the-art tracking system. The executing agency of the Ministry for implementing the project is National Crime Records Bureau (NCRB). For State level, State Crime Records Bureau (SCRB) will implement the System under the guidance s of State Project Management Consultant/ State Project Monitoring Unit (SPMC/ SPMU) through a System Integrator (SI). The role of the Centre (MHA and NCRB) focuses primarily around planning, providing the core application software (CAS), managing and monitoring the program etc. State would drive the customization of the CAS and implementation of the project at the State level and would continue to own the system after deployment. Three police stations were identified as pilot police stations were the solution will be deployed initially. Services to be made available Citizen Portal Services Petition Management Service Unclaimed/ Abandon Property Register Service Complaint and FIR Management Service PCR Call Interface and Management Service Investigation Management Service Court and Jail Interface and Prosecution Management Service Crime and Criminal Records and Query Management Service Police and Messaging Service Periodic Crime, and Law & Order Reports and Review Dashboard Service Kerala: e-governance roadmap Page 36

38 Notification of Alerts, Important Events, Reminders and Activity Calendar or Task Service State-SCRB-NCRB Data Transfer and Management Service State CAS Administration and Configuration Management Service User Help and Assistance Service User Feedback Tracking and Resolution Service Activity Log Tracking and Audit Service User Access and Authorization Management Service System Integrator: TCS Consultant: CDAC The System Integrator was selected on Quality Cost Based System (QCBS) of selection. Subsequently letter of intent was issued to the SI on January 11th The agreement was signed between Government and SI on 10th April 2012 and project was kicked off. The CAS centre module is yet to be completed and handed over to states Agriculture NeGP - Agriculture (NeGP-A) is a Centrally Sponsored Scheme (CSS) under NEGP aimed at raising farm productivity and farm income. 1st Phase is launched in 7 states including Kerala for a cost of Rs Crores (Central : State = 90:10). The states are selected based on their e-preparedness with respect to core infrastructure comprising Common Service Centres, State Wide Area Network & State Data Centre and availability of Government to Citizen (G2C) Services. The Comprehensive Agricultural Portal and State Agricultural Portals will standardise and facilitate data flow within and outside state and also capture best features of various application already implemented in various parts of the country. NIC has been selected centrally as the agency to develop the Solution Design and System Requirement Specifications. Major Components and Services Common application with respect to 12 cluster of services of mainly 3 departments - Agriculture, Animal Husbandry, Fisheries to be developed and Kerala: e-governance roadmap Page 37

39 implemented down to the block level. 25% of the amount for software development is at the discretion of the state to take care of the local requirements. Services are proposed to be taken to the farmers through multiple modes of delivery such as the Internet, government offices, touch screens, Krishi Vigyan Kendras, electronic media, Kisan Call Centres, Agri-Clinics, Common Service Centres and mobile phones (broadcast, Interactive Voice Response System, interactive messaging). The major components include: Application & System Software - development and deployment, IT Infrastructure, Network Infrastructure, DC & DR sites, Training and Capacity Building, Site preparation etc. The major services (12 clusters) include 1. Information on Pesticides, Fertilisers and Seeds 2. Providing information on soil health 3. Information on crops, farm machinery, training and GAPs 4. Information on weather 5. Information on prices,, arrivals, procurement points, and providing interaction platform 6. Electronic certification for imports & exports 7. Information on marketing infrastructure 8. Monitoring implementation / Evaluation 9. Information on Fishery 10. Information on irrigation infrastructure 11. Drought Relief and Management 12. Live-stock Management Gram Panchayat The e-panchayat is intended to provide a whole range of IT related services such as Decentralised Database and Planning, Budgeting and Accounting, Kerala: e-governance roadmap Page 38

40 Implementation and monitoring of Central and State sector schemes, Unique codes to Panchayats, essential GIS based applications, online self-learning medium for elected representatives and official functionaries etc. to citizens, all Central Line ministries and State Government departments etc. In Kerala, IKM is the agency responsible for establishing efficient and responsive systems for good governance and improving public service with comprehensive citizen interface mechanisms, using ICT in local self governments. IKM has developed different software for various functions in local bodies. NIC is responsible for developing the Panchayat Enterprise Suit comprising of 12 core applications at the central level. The total epri project cost for the State of Kerala is estimated at Rs cr., which includes costs for ICT (Rs cr.), Training (Rs cr.), IEC (Rs cr.) and Project Management Unit (Rs cr.) at the state level and Block Support Group (Rs cr.) at block level. Major Components and Services Panchayat Enterprise Suite (PES) and Application Softwares 12 Core Software Applications have been identified and taken up for development, centrally. 1. Local Government Directory (LGD) 2. Panchayat Profiler 3. PlanPlus 4. ActionSoft 5. PRIASoft 6. Asset Directory 7. Grievance Redressal 8. Social Audit 9. Training Management 10. GIS 11. Panchayat Portals 12. ServicePlus Present Status Since IKM has developed similar applications, Kerala has not implemented Kerala: e-governance roadmap Page 39

41 PlanPLUS (Decentralised Planning Process) and PRIASoft (Accounting Software). Kerala has implemented Sulekha (Plan Monitoring) and Sankya (Accounting). As per the 13th Finance Commission requirements interoperability and data exchange between Sankya and PRIASoft should be accomplished. A study was conducted and found that the interoperability between Sankya and PRIASoft is possible. Adoption of Sulekha or PlanPLUS is yet to be decided. A comparative study has to be conducted based on which the decision has to be taken. Fund for the formation of PMU at state and district levels for management, technical and hand holding support has been received in the state. Comparative Study on the suitability of Sulekha and PlanPLUS in Kerala in progress. IKM personnel appointed as PMU for epanchayat Kerala: e-governance roadmap Page 40

42 3. Road ahead From the foregoing, it could be seen that e-governance projects currently being run are through de-centralized platforms which effectively means that citizens have to access multiple platforms. Such application may not be interoperable. The currently being planned state service delivery gateway when completed will address this issue and come out with a integrated service delivery platform (portal) which will be named as Kerala Online. This entails the citizen or CSC (Akshaya) will need to log-into one portal to avail different services which includes applications to government departments or payment to government departments or its utilities. The Vision: The government s vision is to provide all services that could be delivered electronically to citizens through electronic means, through a single delivery platform and further envisages that all interactions between Citizens, Business and Government shall be digital thereby making a productive, efficient and open society in other words a fully digital society. The Transformation: From the traditional government/ governance, the state has moved through e- Government, e-governance and will transform into a digital society which will be maximum e-governance plus. This transformation can be pictorially represented as below: Kerala: e-governance roadmap Page 41

43 3.1. The digital Society strategy The Digital Odyssey 2012 The strategy adopted for transforming Kerala into a100% digital society shall be three fold 1. Automating all government functionaries (e-government ) 2. Ensuring maximum possible delivery of electronic services within the framework of EDS rules and timelines with requisite GPR (e-governance) 3. Enabling the society to adopt and embrace the electronic form of governance and interactions (G2C, B2C, C2C, G2B and B2G) and redefine the rules of social fabric appropriately E- Government The IT policy 2012 has emphasized on creating an ecosystem on the state for the realization of a digital society, by focusing on all aspects viz., electronic governance, IT industry, Citizen e-enablement etc. Vision: The vision of the State s IT Policy is to Plan, develop and market the state as the most preferred IT/ITES investment/business destination in India, and to utilize ICT for the effective, transparent and efficient delivery of services to the citizens seamlessly through an integrated e-governance framework. The policy also envisions making the state of Kerala a 100 per cent e-literate and digital Objectives: The policy lays out targeted and clearly spelt out objectives viz., achieve up to 5, 00,000 direct employment in the ICT sector and to create at least 3,000 technology start-ups in the state by Further it aims at providing broadband connectivity to all Government offices up to Panchayat level through OFC by 2014 and ensures transparent and efficient governance through seamless delivery of citizen services electronically. Specific strategies: Specific strategies have been devised to achieved the desired results in the areas of e- governance, policy, transparency and service delivery and welfare and business areas. Minimum of 3% of plan funds shall be pooled for e-governance initiatives both in procurement of hardware and development of software application. This will be allocated among departments based on requirements. Open standards will be adopted in all e-governance solutions. Promote wider adoption of mobile governance across government services. Service Delivery initiatives: Any time anywhere transactional e-services portal integrated with E-forms and e- payment gateway will be made available, linking state application Any time anywhere transactional e-services portal integrated with E-forms and e-payment gateway will be made available Kerala: e-governance roadmap Page 42

44 Services Categorization and electronic delivery Services categorization and SLAs The integrated electronic services delivery framework of Government of India envisages the categorization of Electronic services as : Type 1 services, which are the services that can be provided instantaneously across the counter. These services would be those where an accurate digital database is available, for example the database of Land Records, Transport etc. Further it is also possible that once births and deaths are registered, and are stored in a secured database and digitally signed and thereafter these services can be provided on demand. The provision of statutory services across the counter, like a variety of certificates, requires that the database is digitally signed by the competent authority in bulk in advance, such that when any citizen makes a request, the relevant record is downloaded and a certificate can be issued by the CSC agent. Type 2 services are those services which require a minimum of 2 visits, but can migrate to Type 1 services with due data digitization, onetime physical verification and digital certification. Type 3 services require physical presence of the citizen / verification / inspection and cannot be delivered across the counter e.g. issues of driving license, sub-division of land, etc. All Government departments are identifying the Key services being delivered to the citizen under the Electronic Delivery of Services and the timelines for delivery of these services. The consolidated list shall be published and the electronic services delivered by the state will be tracked and displayed Kerala: e-governance roadmap Page 43

45 Integrated Services Delivery A Specific Strategy would be needed for the Integration of the various e-governance initiatives for delivery of citizen services (The existing efforts under e-district and SSDG through CSCs ) A conceptual representation of how the entire initiatives would integrate to meeting the needs of the Electronic Service Delivery to the citizens is as shown in the figure above. The detailing of the specific initiatives has been done later in the document. Efforts are being made to conduct awareness workshops and interactive sessions between all departments to encourage and educate them to make the systems interoperable and create provisions of interaction using web services. The SSDG project will act as the platform through with this integration takes place so that all services to the citizen shall be available on a single State Portal viz., Kerala Online The focus will be on convergence of various technologies for an appropriate deployment of citizen alerts, application systems, monitoring /tracking files and workflow process enablement Certificate free access Government certificates issued for the purpose of producing at another government office needs to be phased out over a period of time as this will reduce/eliminate a lot of redundant work in issuing and verifying certificates. This vision shall be possible once the above mentioned integrated e governance frame work is in place using SSDG. Kerala: e-governance roadmap Page 44

46 Enabling Society to be Digital Capacity Building Literacy to E- literacy The Digital Odyssey 2012 Kerala with a background of 100% literacy embarked upon the journey of eliteracy way back in 2002 through Akshaya centers. The campaign bridging the digital divide aimed at creating at least one computer literate person in each of the 70 lakh+ families. This was followed up with a massive IT in education program ( School). Over the last 10 years the program would have touched 40 lakh plus students and an equal number of students currently using enjoying the benefits of the program. In another 5 years time the program would have taken us closer to the dream of a one e literate individual in every family Digital enablement By rolling out more and more services through the digital media, and by leveraging the high level of mobile penetration in Kerala the Government of Kerala has been encouraging its citizens to think beyond the conventional methods. this has created a suitable platform for Government of Kerala to launch the idea of the Digital State Knowledge seeking to Knowledge generating The new IT policy recognizes that the state is at a tipping point in terms of this shift, be it socio economic indicators, technology adoption rate or increased risk and entrepreneurial affinity of the younger generation. The very fact that Teleccom and IT companies are identifying Kerala as a test market for new technologies like 4G, mobile authentication etc clearly justifies this inference. The key steps to enable such a shift are Intellectual property creation Focus on R&D Paradigm shift in Technology education (Volume to Quality) Focus on innovation and entrepreneurship Kerala: e-governance roadmap Page 45

47 4. State e-governance organization 4.1. Nodal Agency for e-governance Kerala State Information technology Mission (KSITM ) was formed as a nodal agency for implementation of the various initiatives under the IT department.ksitm has been piloting e-governance and IT related services /projects in the state since its inception in The mission has successfully undertaken the e governance initiatives of the state and has kept the state at par with other states in India. The Mission currently fully focuses on realising the states e-governance vision and focusses primarily on a strategy of consolidation and integration of the IT infrastructure and investments made in government Decision making levels The NEGP (National e-governance Program) guidelines and state directives require that the decision making levels in a e-governance project is as shown in the figure with the Apex committee chaired by the Chief Secretary and convened by the IT secretary being the ultimate decision making body for the e-governance initiatives. Kerala: e-governance roadmap Page 46

48 4.3. Overall structure for e-governance The Digital Odyssey 2012 The governmental structure for implementation of the IT and e-governance initiatives are guided by the government orders which mandate that the Information Technology Department be in the loop for all e-governance initiatives and that the core IT infrastructure and applications developed by the ITD or its nodal agency be utilised to the fullest The Government of Kerala is training selected employees (15 every year) on e- governance at the IIITMK. The Post graduate Diploma in e-governance course conducted by the institute earmarks the seats for the eligible government employees suggested by the concerned departments. These employees are given leave on duty and on completion of the 1 year course they are deployed back to their respective department or a department in need of the resource in e-governance. It is proposed that an IT /egov cadre be built in the departments using the trained manpower initially and through suitable intake going forward. This is necessary from the point of security and accountability of the government system. Kerala: e-governance roadmap Page 47

49 5. State e-governance Action plan 5.1. Phases of development The state action plan for e-governance has three distinct phases Immediate Interim Long term Establishing connectivity to all government offices Ensuring that the SDC is equipped for the state s needs (including DR) Ensure that citizens have access to these electronic services either directly through the internet or though CSCs Ensuring that all government functionaries have their back end automated Digital certification for all certificates issued Services categorization and e-service monitoring (collective) Interoperability of government databases ( SSDG & EDistrict) Integration of Government services ( Aadhar linking ) Common service portal for the State Kerala Online Consolidation and integration (IT infrastructure and core application) Unified citizen database (SRDH) Biometric authentication for availing services Data base integration (departmental ) Convergence of technologies in citizen services ( , sms, telephone etc) Participatory governance using technology Kerala: e-governance roadmap Page 48

50 Time lines and specific activities under each of the above phases is as follows Sl no 1 Action Item Connecting 3000 offices through KSWAN * Timeframe Immediate Interim 2 National Optical Fibre Connectivity (panchayat level ) * 3 Data Centre Capacity enhancement * 1-through CSCs, 2- portal 1* 2* 4 E payment gateway 5 Connecting to National Knowledge Network * State Service delivery Gateway / State 6 portal * 7 E-district services 1- Phase1 services, 2- remaining 1* 2* * * * * * 8 Aadhar enabled services 9 Mobile gateway enhancement 10 E-procurement 11 Government e-workflow 12 Digital file tracking 13 HRMS and payroll (SPARK) (data uploading) * 14 Government system (Nic ) 15 Kerala Spatial Data Infrastructure 16 Information Security policy and process 17 SRDH 18 Integrated Governance framework % digital society 20 Participatory Governance * * * * Long term * * * Kerala: e-governance roadmap Page 49

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