Common Services Centers Enabling Service Delivery: Bridging the Digital Gap

Transcription

1 Common Services Centers Enabling Service Delivery: Bridging the Digital Gap July 2011 Government of India Department of Information Technology Ministry of Communications & Information Technology Government of India

2 BACKGROUND Government of India had launched the Common Service Centre (CSC) Project for providing sustainable digital access to rural communities and for giving the necessary impetus for upliftment of the rural community. The project is a strategic cornerstone of the National e-governance Plan (NeGP), approved by the Government in May 2006, as part of its commitment in the National Common Minimum Programme to introduce e-governance on a massive scale. The objective is to develop a platform that can enable Government, private and social sector organizations to align their social and commercial goals for the benefit of the rural population in the remotest corners of the country. The CSC Scheme is being implemented in a public private partnership (PPP) framework with a focus on rural entrepreneurship & market mechanisms. The CSCs has been set up by private entities called as Service Centre Agencies (SCA), who are appointed by the State Governments. The CSCs are run by the Village Level Entrepreneurs (VLEs) who are appointed by the SCAs to run and manage the CSCs at pre-defined locations. As on 30th June 2011, Common Services Centers have been set up across the country, covering 31 States/UTs out of the targeted 100,000 centers to be set up - one per every six villages. The CSCs are being set up in the Public Private Partnership (PPP) mode. As envisaged under the Scheme, a National level Special Purpose Vehicle SPV has been formed as a permanent entity to provide ongoing support to the CSCs and to catalyse services to be channelized through the network. The name of the CSC SPV is CSC e-governance Services India Ltd. It is also now proposed to reposition CSCs as a network of Bharat Nirman CSCs to be set up in each Gram Panchayat as a delivery point of public services for rural areas. Accordingly, additional 150,000 Bharat Nirman CSCs are proposed to set up for the uncovered Panchayats. Progress of the CSC Scheme Over 95,710 Common Service Centres (CSCs) have already been rolled out in 31 States/UTs as on 30th June % rollout has been completed in 12 States/ UTs and more than 70% has been achieved in 13 States/UTs. However, around 4,500 CSCs are non-functional due to termination of SCAs. To ensure availability of connectivity to all CSCs, DIT is supporting BSNL to provide Wireline and WiMax based broadband connectivity to all 100,000 CSCs. In total, connectivity has been provided to 69,574 CSCs as on 30th June ,512 CSCs are connected through BSNL DSL; 419 and 185 are using BSNL EVDO and WiMax respectively. VSAT Connectivity is being used by 24,297; Datacard by 10,163 and 15,998 are using connectivity through other technology like WLL and GPRS of various service providers such as AirTel, Reliance and Tata Indicom etc. BSNL would provide connectivity provision to all CSCs by December DIT in providing VSAT conectivity Rs. 2,500 difficult location in NE states, Jammu & Kashmir, Uttrakhand & Himachal Pradesh. GOVERNMENT TO CITIZEN (G2C) SERVICES Government-to-citizen (G2C) services refer to online communication between Government and consumer/individuals. It is an online interaction between local, central Government and private individuals which helps in making public 1

3 services and information accessible to all. CSCs are brought in to increase the transparency in transactions at grassroots level. It has been seen that the transaction cost for services have also come down drastically and service delivery through CSCs has given citizens easy access to many services such as online form filling, bill payments, municipal certificates etc, or complex applications like distance education, e-learning, and tele medicine. G2C Services are classified broadly into three types based on their operation processes as following - G2C Services Classification Information Services Interactive Services Transactional Services As per the data collected from 23,010 CSCs across 19 States (Andhra Pradesh, Assam, Bihar, Chandigarh, Goa, Gujarat, Himachal Pradesh, J&K, Jharkhand, Karnataka, Maharashtra, Orissa, Rajasthan, Sikkim, Tamil Nadu, Tripura, Uttar Pradesh, Uttarakhand & West Bengal), following are the key findings - Citizen Served Revenue Generated Crore (assuming avg population/csc; 1 citizen out of 10 has been served by CSCs in above States) Rs Crore Most preferred services where maximum citizens covered: Issuance of certificates [Record of Rights (RoR), Birth, Character, Death, etc.] with over 10 Million (+) services being delivered till date throughout the country. Service through which maximum revenue has been earned: Issuance of Certificates (RoR, Birth, Character, Death, etc.) with over Rs. 90 crore revenue generated so far. e-enabled Service Delivery Strategy 2

4 Following are the key G2C services delivered through CSCs Services Agriculture Ration Card Electoral Roll Poultry / Fisheries Caste / Minority Driving License Description Farmer /Labour / Agriculturist Certificate, Crop assistance Certificate, Farmer Registration, Agricultural Family member Certificate, Appl. For incentive to green fodder cultivation etc Issuance of new / increase or decrease of Units, Addition or deletion of name / Renewal of ration card Application for Inclusion / Correction/ Cancellation / Transposition of names Appl. Financial Assistance to Purchase cows/ buffaloes, Registration / renewal of Fishing Nets, Application for Piggery/Poultry development Scheme, Application for Modern Dairy / Subsidy to purchase Milking machine Scheme Application for issue of SC /ST/ OBC Caste Certificate, Appl. for scholarship / stipend to SC/OBC students, Appl. for Book Bank Scheme, Appl. for Kanya Dhan for SC Appl. for new / duplicate / renewal, Appl. for issue of Learner s License Income Certificate Data entry / Digital Print / MIS entry Birth / Death Certificate Other Certificates Online filing of Public Grievances Utility Bill payment Application / Renewal of Arms License Application for New or renewal of Hawker Kerosene / Retail Foodstuff License PAN Card Sale of Stamps & Special adhesive stamps / PDS forms Taxes Appl. for Issue of certificate, Non creamy layer certificate NREGS MIS entries / Other digitization works, Muster Roll Entry of MGNREGA, Cattle Census data digitization Affidavits, Domicile Certificate, Bonafide, Widow, Solvency, Character, disability / senior citizen card, Non Tenancy, No Govt. Job, Re-marriage, Residence Electricity bill, Landline bill, Water bill Returns and Renewal of registration for Entertainment / Entry / Luxury/ Tax, Payment of VAT / VATCST / CST, Filing of Returns for COT / CST / TDA Pension / Incentives / Grants Employment Exchange Forest / Environmental Land Records Jail Video-conferencing Application for Financial Assistance under Prime Minister s Employment Generation / Incentives for Women Entrepreneurs, Grant-In-Aid Scheme to provide Financial Assistance to the Mahila Mandals, Grants and financial assistance to professional groups and institutions / cultural organizations, Indira Gandhi National Old Age Pension, Handicapped Pension / Pension / Widow Issue of New card / registration, issue of duplicate / renewal of card Fencing Registration, Appl. for intimation of Felled Trees, Appl. for Relief- Natural Calamity Issuance of copy / Land holding / Land less certificate, Land Revenue Records, Transfer/Mutation of land ownership 3

5 Process (case study of e-mitra, Rajasthan) A comprehensive Web-based application has been developed for on-line monitoring of progress of implementation of CSC Scheme up to VLE level. The transactions process for BSNL bill payment through CSC is explained below - BSNL/ Service providers Bill Payment Service Charge Service Center Agency (SCA) Bill Payment Service Charge Village level entrepreneur (VLE) For delivering G2C services, access to department portal or availability of online information (either on State portal / District portal) is needed. For this, initiatives like e-district will form a platform for CSCs to deliver G2C from Government portal of a District. Process Flow LSP/SCA Kiosk Holder Consumer Goes to CSC/ e- Mitra Kiosk Collects the Bill Amount Receives report & amount from VLEs Enter the bill information on e-mitra portal Reconcile & compile the Report Collects the receipt Generates the Receipt Generate the Reports at the end of day Deposits amount in DeGS s account District e-governance Society Receives printed reports & amount by LSP/ SCA Reconciliation & compile the Report Transfer the amount to BSNL through RTGS or online. Department Reconciliation & compile the Report Transfer the amount to BSNL through RTGS or online. 4

6 BUSINESS TO CITIZEN (B2C) SERVICES Business to Citizen (B2C) denotes online communication between business entities and consumers/individuals. CSCs offering B2C services cater and cover large population base at the rural level. By integrating these services into CSC bouquet, rural villagers get access to such services in their vicinity, for which they might have to travel to nearby town and incur cost/face middlemen etc. This also resulted in income generating opportunities for VLEs apart from G2C services. As an assumption for CSC Scheme business model, G2C services could only form the 1/3rd of the total revenue (as most are at nominal fee). Hence there is a dire need to offer B2C services at such level. Service bouquet framework through CSCs Content and Services Providers Corporate Business Village cluster B2C Services B2B Services Service Centre Agency Share revenues Village Level Entrepreneur subscription b2c services Government Services Village cluster 5

7 Following are the key B2C services delivered through CSCs Services Financial Services Insurance Education/ e-learning Telecom Travel Service Aggregators Astrology & Matrimonial Services Entertainment Services Research and Data Collection Agriculture Media and Advertising Department of Posts Digital Photos / CD writing /Typing Web surfing / /Chats DTP / Printing and Photocopy Games Description Banking Business Facilitator and Business Correspondent Services through CSCs (Opening of Bank Accounts, Sourcing Loan Applications, Formation of SHG groups, Deposits and Disbursal of cash) Key Bank tie-up : State Bank of India, HDFC Bank, CBI, J&K Bank, BOI Currently more than 1225 CSCs are active as Banking Life and General Insurance Services through CSCs Key insurance companies : Life Insurance Corporation of India, Birla Sunlife Insurance, Max Newyork Life Insurance, National Insurance Company Limited, HDFC ERGO General Insurance, TATA AIG Online / Offline Education Services through CSCs Key tie-up: IGNOU Distance Education Courses Microsoft Customized e-learning courses TCS CD based Adult literacy courses ETS IT Training, Spoken English and Internet courses DOEACC CCC Course INTEL Easy steps Sale / Recharge / Bill Collection services through CSCs Key tie-up: BSNL, Idea Cellular, Reliance, Airtel Train / Bus / Air ticket bookings through CSCs Key tie-up : IRCTC, Red Bus Utility Services / Mobile Recharges / Entertainment Services through CSCs Key tie-up: Suvidhaa Infoserve, Pay world, Oxigen Astrology and Matrimonial Services through CSCs Key tie-up: Astrovision, Bharat Matrimony Sale and recharge of Dish TV connections Key tie-up : TATA Sky, Reliance DTH Exploring opportunities to utilize CSC network for research and data collection Agri Information / Agri Input Sales / Agri Extension Services through CSCs Key tie-up: Reuters Market Light, Agri Watch, PHI Seeds Limited Exploring opportunities for brand promotion and market analysis of various FMCG products Key service provider: Group M Extending Postal Services / Rural Postal Insurance through the CSC Network 6

8 Process (case study of IRCTC) The lengthy queues for booking tickets is no more the default way of buying tickets. IRCTC (Indian Railway Catering and Tourism Corporation Ltd) has played a huge role in transforming customer experience for buying a railway ticket. Now, like department online payment gateway, a citizen can also visit to nearest CSC and purchase/book online for railway ticket booking / cancellation with transactions amount handling to VLEs and VLEs in turn having a commission based payment arrangement with SCA and IRCTC. Currently more than 45,110 CSCs are offering IRCTC services. State / department web portal Common Service Center (CSC) SCA online transactional portal IRCTC web portal Bill Payment Acknowledgement Payment Gateway Banks / FIs / Master / VISA Requirement with VLEs for IRCTC service delivery: i. Valid ID ii. Bank Account (with ATM cum Debit Card or Internet Banking facility or Credit Card) iii. Internet enabled Personal Computer (PC) iv. Registration with and valid User ID and Password Financial Inclusion Financial Inclusion is delivery of Banking services at an affordable cost to the vast sections of the disadvantaged and low income groups. Reserve bank of India came out with a set of guidelines in January 2006 allowing the banks to appoint Business correspondents (BC) and Business facilitators (BF) to expend their outreach in the rural areas. Further, the RBI has allowed banks to engage with the CSC Operators/VLEs as BCs. Benefits of using CSCs in FI: Reach: Located in panchayats, CSCs are able to immediately serve the rural population Accessibility: Being manned by local entrepreneurs and being a multi-purpose ICT centers without the formal bank atmosphere, rural population can access CSCs conveniently 7

9 Technology: CSCs are equipped with hardware (computer, printer, camera), power backup and internet and so make it a cost effective BC outlet for banks Centralized control: Monitored centrally by DIT/ SPV / SDAs and owned by SCAs, monitoring and controlling large nos. of BC outlets becomes easy for banks Government linkages: Being a centrally sponsored project being implemented by States, mandating CSCs as banking service outlets becomes easy for Governments. This allows increased transactions at CSCs increasing financial viability both for Banks and CSCs Payment of remuneration to BCs / Kiosk Banking operator Services For opening new Accounts For issuance of ID cards For withdrawal transactions Term deposits/spl. Term deposits Rs. 20/- per Rs. 10/- per ID card per Rs. 0.50% ( minimum Rs. 1/- & maximum Rs. 12/- ) of the transaction Rs. 0.50% of the deposit amount An amount equivalent to 10% of the total remuneration shall be recovered at the time of payment of remuneration to the BC / KO. Above rates are taken from AISCET. Cash transactions framework: Case study of AISECT (Service Center Agency) State Bank of India has joined hands with AISECT by appointing them as their BC and BF for the state of Madhya Pradesh & Chhattisgarh. AISECT has installed Rural Banking Kiosks at 382 places in both these states. In the first phase only such of the places were selected for setting up Banking Kiosk which has AISECT CSC centre. Now with 8

10 the greater emphasis given by Govt. of India for achieving 100% financial Inclusion within a specified time frame, even the villages having a population of 2000 are being selected for setting up Banking Kiosk. AISECT has also selected 205 Channel Partners and appointed them as BF. AISECT has been able to do a business of approx. ` crore under BC and BF model within a very short period and expect to double the turnover very shortly. Case study of Jharkhand State s Nodal Agency for CSC Project (JAP-IT) and the RDD of Jharkhand made it mandatory for banks to have a presence in each Panchayat. The Government of Jharkhand and RBI met on the 3rd December 2010 and banks were directed to express interest on a block basis so that all 259 blocks of the State could be assigned to banks. As a result, the CSCs have become an integral component of the State s banking network. Further, to facilitate better accessibility, all CSCs were directed to relocate to Panchayat Bhawans. District Collectors were also directed to ensure that Banks use the CSCs for disbursal of Government benefits and wages (including NREGS wages). Financial inclusion through CSCs States / UTs Banks CSCs Active SCA Madhya Pradesh SBI & CBI 584 AISECT, NICT, Reliance Jharkhand SBI & BoI 250 UTL, AID Chhattisgarh SBI 59 AISECT J & K J &K Bank 400 J&K Bank Bihar SBI SARK Orissa CBI 210 SREI Tamil Nadu CBI SREI Uttar Pradesh CBI 90 SREI Assam CBI 32 SREI West Bengal CBI SREI Total 1625 Way Ahead Status as on 30th June, 2011 There are other opportunities like Skill Development and e-learning, Telemedicine, Outreach & Awareness programmes through the CSCs. The need is to explore the newest and innovative ideas through which CSCs could become one stop destination for every citizen. Useful Resources

11 10 CSCs at a glance

12 S.No. State CSC logo / boards SCA 1 Andhra Pradesh CMS Computers Ltd, Sreeven, Times, AP Online 2 Arunachal Pradesh Tera Software/ Calance 3 Assam SREI Sahaj, Zoom Developers 4 Bihar SREI Sahaj, SARK Systems 5 Chandigarh esampark 6 Chhattisgarh AISECT, Zoom Developers 7 Delhi 3i Infotech 8 Goa 3i Infotech 9 Gujarat e gram/sda 10 Haryana SCA selection under process 11 Himachal Pradesh Zoom Developers, GNG/Tera Software 12 Jammu & Kashmir J&K Bank 13 Jharkhand UTL, AID, Zoom Developers 14 Karnataka Comat Technologies 15 Kerala Akshaya Society 11

13 S.No. State CSC logo / boards SCA 16 Madhya Pradesh AISECT, CMS Computers Ltd, NICT, Reliance Communications 17 Maharashtra SPANCO Ltd, BASIX, CMS Computers Ltd, Reliance Communications 18 Manipur Zoom developers 19 Meghalaya BASIX 20 Mizoram Zoom Developers 21 Nagaland Tera Software 22 Orissa Zoom Developers, SREI Sahaj, BASIX 23 Puducherry Tera Software 24 Punjab AISECT, BASIX, Calance/Vakrangee 25 Rajasthan CMS Computers Ltd 26 Sikkim IL&FS Ltd. 27 Tamil Nadu SREI Sahaj, 3i Infotech Ltd. 28 Tripura BASIX 29 Uttar Pradesh CMS Computers Ltd, SREI Sahaj, Vayam Tech, kvani Kendra 30 Uttarakhand Reliance Communications 31 West Bengal SREI Sahaj 12

14 Progress So Far (As on 30th June 2011) Delhi Chandigarh Gujarat Gujarat Daman and Diu Dadra &Nagar Haveli Lakshadweep Rajasthan Goa Punjab Karnataka Karnataka Jammu J&K Kashmir Himachal Pradesh Haryana Kerala HP Haryana MP Maharashtra Kerala Uttaranchal Andhra Pradesh Tamil Nadu Uttarakhand Uttar Pradesh AP UP Chat sgarh CHH Orissa Puducherry TN BiH JHD Orissa Bihar WB West Bengal Andaman&Nicobar Islands CSC rolled out - 95,710 Sikkim MGH ASM TRIPURA Arunachal Pradesh MZR NGL MNP 100% (12) 70%-100% (13) 50% - 70% (4) 10% - 50% (2) 10% (1) SCASelected(1) Under Discussion (2) *Due to termination of SCAs in Andhra Pradesh, Haryana, Maharashtra, Tamil Nadu, and Uttarakhand around 4537 CSCs are reported to be non operational CSC e-governance SERVICES INDIA LIMITED 3rd Floor, Electronics Niketan, Department of Information Technology, 6, CGO Complex, Lodhi Road, New Delhi Follow us on: Twitter id CSC_India