Table of Contents Section 1 - Introduction Background of the Project and other Basic Information 5

Transcription

1 Detailed Project Report For e-district Roll Out Government of West Bengal As per the Guidelines of Ministry of Information Technology PwC 1

2 Table of Contents Section 1 - Introduction Background of the Project and other Basic Information 5 Section 2: Project Overview or Execution Summary Mission Objectives of the Project Coverage and Scope Project Outcomes envisaged To the District Administrations To the Citizens List of Proposed Services 10 Section 3: State Information About the State of West Bengal Details of Districts Proposed Services 25 Section 4: Project Details Including the 54 Implementation Model Identify various stakeholders and define roles and responsibilities Department of Information Technology (DIT), Government of India State Government Divisional / District Administration District e-governance Society (DeGS) National Informatics Centre (NIC) State Designated Agency (SDA) State PMU Service Levels Business Process Re-engineering Brief on BPR Key Activities Capacity Building Change Management Organization structure Training Strategy Capacity Building Key Components of Training Assessment of Gap Infrastructure e-district West Bengal Existing Solution Architecture Framework & Standards including overall approach adopted Benefits of Modular Approach Network Architecture Screenshots of the e-district Application Conformance to security standards on data, network, software Conformance to technological standards on inter-connectivity and inter-operability: Public Awareness Campaign, Citizen Feedback Mechanism and Post Implementation Assessment Estimated time frame of e-district Service Levels and Measurement Measurement of SLA SLA Reporting Acceptance Testing Site Preparation Schedule for Implementation Risk Management Service Delivery Mechanism Common Service Centres (CSCs) Institutional Mechanism for Project Management and Monitoring 111 PwC 2

3 Program Management Units (PMUs) Composition of the Central Project e Mission Team (CPeMT) State Apex Committee State Project e-mission Team (State PeMT) State e-mission Team (SeMT) 112 Section 5: Operations and Maintenance Phase Suitability of a PPP Model in the context of e-district 113 PwC 3

4 List of Acronyms Acronym DPR BDO BL&LRO BPR CCTNS CSC DA DCFS DeGS DIC DIT DL&LRO DM EM F&S GDP GoI ICDS IT MGNREGS MIS MMP NeGP NPMU O&M PeMT PMEGP RTI SCFS SDA SDC SDO SI SLA SP SSDG STQC SWAN TIS UAT Meaning Detailed Project Report Block Development Officer Block Land & Land Reforms Officer Business Process Re-engineering Crime and Criminal Tracking and Networking System Common Service Centre Dealing Assistant District Controller Food and Supplies District e-governance Society District Industries Centre Department of Information Technology District Land & Land Reforms Officer District Magistrate Entrepreneur Memorandum Food & Supplies Gross Domestic Product Government of India Integrated Child Development Scheme Information Technology Mahatma Gandhi National Rural Employment Guarantee Scheme Management Information System Mission Mode Project National e-governance Plan National Project Management Unit Operation & Maintenance Project e-mission Team Pradhan Mantri Employment Generation Program Right to Information Sub division Controller Food and Supplies State Designated Agency State Data Centre Sub Divisional Officer System Integrator Service Level Agreement State Portal State Service Delivery Gateway Standardisation Testing and Quality Certification State Wide Area Network Treasury Information System User Acceptance Test PwC 4

5 Section 1 - Introduction 1.1. Background of the Project and other Basic Information a) Title of the Project: e-district for the State of West Bengal b) The Project Details: West Bengal was selected as one of the pilot states for the implementation of the pilot e-district project. Bankura and Jalpaiguri districts were selected as the pilot districts for implementation of the project. This project was sanctioned by the GOI for an amount of Rs Lakhs. After the administrative approval PricewaterhouseCoopers Pvt. Ltd was selected as the consultant for the project and Tata Consultancy Services as the Implementation Agency. The pilot project went live in the 2 Pilot districts on 27 th September 2010, inaugurated by the Hon ble Chief Minister of West Bengal Shri Buddhadeb Bhattacharya. The application went live 6 service categories as given below: 1) Certificates a. Domicile Certificate b. Income Certificate 2) Pension a. Old Age Pension b. Disability Pension c. Widow Pension 3) Integrated Child Development Scheme 4) RTI & Grievance Redressal 5) Industry Services a. Issuance of EM-I b. Issuance of EM-II c. Issuance of EC cum RC d. Industry Subsidy e. PMEGP 6) License a. Issuance of Fire Arm License b. Renewal of Fire arm License c. Issuance of Explosive Licenses d. Renewal of Explosive License e. Extension of Area Validity of Fire Arm License f. Duplicate Fire Arm License g. Permission for Sale of Fire Arm h. Surrender or Cancellation of Firearm i. Transfer of Firearm j. Impounding of Firearms during elections c) Project Initiator details i) Department/ Ministry initiating the project : Department of Information Technology, Govt. of West Bengal ii) Background of the department/ ministry: Government of West Bengal set up IT task Force in March Based on the recommendation of the Task Force, the State declared IT Policy in January 2000 and set up an independent IT Department in August 2000 with a mandate to create a conducive environment for rapid development in IT sector. The objective of the Department is to "Shape a Digital Future for West Bengal". The Vision of the Department is to Create leadership position in executing high valueadded IT work- developed through intellectual leadership and supported by Government PwC 5

6 initiatives. iii) Name and Job Title of the key contact person (person responsible for initiation) : Shri Susanta Majumdar, IAS, Special Secretary to Department of Information Technology iv) Contact details: Address : Advantage Bengal, 4, Camac Street, 7th Floor Kolkata Fax : Landline : [email protected] d) State Designated Agency details i) Name of the State Designated Agency: West Bengal Electronics Industry Development Corporation Limited ii) Date of Establishment (if applicable) : iii) Name and Job Title of the key contact person (person responsible for implementation): Shri Santibrata Majundar iv) Contact details: Address : WEBEL Bhawan, Sector V, Salt lake City, Kolkata Landline : Mobile : [email protected], [email protected] e) Location of Project Implementation: All the Districts in West Bengal except the Pilot Districts: Name of the Sl. No. District 1 North 24 Parganas 2 Birbhum 3 Burdwan 4 Cooch Behar 5 Dakshin Dinajpur 6 Darjeeling 7 Hooghly 8 Howrah 9 Malda 10 Murshidabad 11 Nadia 12 Paschim Medinipore 13 Purba Medinipore 14 Purulia 15 South 24 Parganas 16 Uttar Dinajpur PwC 6

7 Section 2: Project Overview or Execution Summary 2.1. Mission The Mission of e-district project is Strengthening the District administration to deliver government services in a simplified, transparent and convenient manner to the citizens leveraging the Information & Communication Technologies. For achieving its Mission, Government of West Bengal as one of the Pilot States has implemented e-district in the District of Bankura & Jalpaiguri which went live on 27 th September Objectives of the Project The objectives of the e District Mission Mode Project are to ensure the following: a) Undertake backend computerization of District and Tehsil level offices to ensure electronic delivery of high volume citizen centric services at the district level. b) Efficient delivery of services with improved Service Levels by undertaking extensive Business Process Re Engineering of identified services. c) Extensive Capacity Building and training of field level functionaries to ensure smooth migration to electronic delivery of e district services and phasing out manual delivery of services. d) Delivery of services through Common Service Centres (CSCs) by leveraging the common infrastructure of SWAN, SDC, and SSDG. e) Development of applications to be hosted at the State Data Centres for delivery of services. f) Delivery of all public services at District/ Sub District level in electronic form through State Portals by using the State Service Delivery Gateways. g) Providing easy, anywhere and anytime access to Government Services (both Information & Transactional) to ensure reliability, efficiency, transparency and accountability. h) Reducing number of visits of citizens to a Government office / department for availing the services and there by eliminating harassment. i) Reducing administrative burden and service fulfillment time & costs for the Government, Citizens & Businesses j) Reducing direct interaction of citizen with the Government and encourage e - interaction and efficient communication through portal k) Enhancing perception & image of the Government and its constituent Departments. SMART objectives The following are few objectives of West Bengal e-district in light of the practical scenario and learning from the current project. These objectives are SMART (Simple, Measurable, Achievable, Realistic and Time Bound): Citizen Single window system for service delivery for Citizens Instantaneous access to information on selected services Anytime anywhere online filing of applications Instantaneous status tracking of applications Increased Transparency of service delivery by increasing Citizen Satisfaction Index Time reduction in service levels by more than 50% Reduction in number of trips to various offices for availing services by more than 50% Government Electronic delivery of high volume citizen centric services at the district level Minimum direct interaction between govt. offices and citizens to one or two. Leverage the core infrastructure of SWAN, SDC and CSC to deliver high value citizen centric services Reduce service delivery time by more than 50% Reduce cost of processing service by more than 50% PwC 7

8 Create an employee friendly environment through extensive Capacity Building and training of field level functionaries Improve the perception of the citizens about the functioning of the Govt by increasing Citizen Satisfaction Index Increase accountability and monitoring of activities by increasing Citizen Satisfaction Index Single point Dashboard view of performance of Service Delivery Common Service Centre Enhance viability and sustainability of the CSCs to deliver the Citizen centric services 2.3. Coverage and Scope Coverage of the Project a) The State of West Bengal comprises of 18 districts. Bankura and Jalpaiguri were selected as the pilot districts for the implementation of the pilot project. Hence the coverage of the rollout of the project shall constitute the rest of the 16 districts. The total number of subdivisions in the scope of the roll out of the project is 60 and the number of blocks is 306. The implementation of the Scheme will be completed in four years commencing from which will include 3 years of O&M phase. b) The implementation in the States is proposed to be carried out in 2 phases: In the first phase, districts in which at least 70 per cent of the CSCs are operational would be targeted for the rollout and in the second phase, rest of the districts would be selected for the e-district rollout. Scope of the Project a) e-district MMP aims at electronic delivery of all public services at District / Sub District level, progressively. Initially 10 categories (5 mandatory + 5 State Specific) of identified high volume citizen centric public services at district and sub-district level will be taken up for implementation. While doing so, the four pillars of e-infrastructure i.e. SWANs, SDCs, SSDGs and CSCs will be leveraged and no new infrastructure would be created. Later on, new services could be added depending on the requirements and the felt needs. b) The e-district MMP envisages centralized architecture at the State level with common application software for each of the identified services for all the districts of the State. The application software will be hosted in the State Data Centre. Integration across States would be enabled, through mandatory adherence to technical specifications and e Governance standards. c) Two key aspects of the Scheme are Business Process Re-engineering (BPR) and creation of databases based on e-governance standards for the purposes of ensuring interoperability. BPR is intended to enable process simplification and significant value addition to citizens Project Outcomes envisaged To the District Administrations Generation of an efficient MIS for better and fast decision-making Fast delivery of services through retrieving of the records from computerized database networked Department/Office e-district model based on sustainable operations through applying the user charges Improvement in efficiency of the employees and reduction in workload Post project evaluation could provide feedback for further improvements Better monitoring system Bring transparency in the delivery system Faster processing of files and information resulting in efficient working of the District Administration Feedback analysis through grievances Reducing the interdependency A holistic citizen centric approach To the Citizens The service delivery is faster to the citizens PwC 8

9 Reducing the cost to citizen like travel cost, wages lost etc. Reducing the time in availing the services like travel time, waiting time Reducing the visits to Governments Departments Status of application at Citizen Facilitation Counter / Common Service Centre (Rainbow) Reducing the interdependency Citizen grievance within a stipulated time frame Access to information easily with service deliver counters within reach High level of convenience Facility of payment at convenient points and extended hours Negligible queuing All the above services over the counter The table below illustrated the benefits that the e-district project brings in for the Citizens from various aspects: Role of IT/Impacted attributes of Service Quality Time Cost Transparency Convenience Electronic online access of information ˇ ˇ ˆ ˆ Online Submission of applications ˇ ˇ ˆ ˆ Online tracking of applications ˇ ˇ ˆ ˆ Reduction in error in the processes ˇ ˇ ˆ ˆ Online workflow of processes related to service delivery ˇ ˇ ˆ ˆ Online Delivery of Services ˇ ˇ ˆ ˆ Anytime anywhere single window for service delivery ˇ ˇ ˆ ˆ PwC 9

10 2.5. List of Proposed Services The proposed services in the e-district present in the pilot project are enlisted below and are envisioned to create better backend integration for their automation within the departments. Table 1 lists all the services in West Bengal e-district. The service levels include minimum time for physical verification and enquiry. Sl No Category of Services including Sub services Certificates Table 1: List of Services Existing Service Level Existing Service Level Proposed Service Level I 1 Caste Certificate* 1 month - 6 months 6 days 2 Income Certificate 45 days-3 months 5 days 3 Domicile Certificate 10 days 5 days II Pension 4 Old, Widow & Disability Pension Enrolment 5 Old, Widow & Disability Pension Disbursal Integrated Child III Development Scheme 7 Supplementary Nutrition Quota Dependant Cycle of 4 months 8 days (if quota available) 7 days (monthly) IV Industry Services 8 Issuance of EM-I 2 days 2 days 9 Issuance of EM-II 2 days 2 days 10 EC cum RC Certificate 15 days 7 days 11 Subsidy within 109 days 62 days 12 PMEGP 1 month - 6 months 73 days (Maximum time considered including a 60 day cycle for Sub Committee meeting) V License 13 Issue of Fire Arm License 1 year 32 days 14 Renewal of Fire Arm License 2 days 2 days 15 Surrender and Cancellation of Arms License 16 Sale of Firearms to an Authorized Dealer 17 Transfer case of Arms License 18 Duplicate issue of Arms License 19 Extension of area validity of Arms License 20 Impounding of Arms License during Elections 21 Issuance of Firecracker 3 months - 4 months 55 days Manufacturing License (Factory License) 22 Issuance of Firecracker 3 months - 4 months 24 days Possession and Selling License 23 Blasting License Issuance (Up to 6 months 34 days PwC 10

11 5 Kg) 24 Blasting License Issuance (More 6 months 34 days than 5 Kg) 25 Renewal of Firecracker 3 months - 4 months 55 days Manufacturing License (Factory License) 26 Renewal of Firecracker 3 months - 4 months 24 days Possession & Selling License VI RTI & Greivance 27 RTI Service Case Specific Case Dependant: Max 30 days 28 Greivance Redressal Case Specific Case Dependant: Max 30 days VII Revenue Courts* 29 Revenue Court- Borga Petition Case Specific Case Specific 30 Revenue Court- Petition for Case Specific Case Specific recordong home stead beneficiary 31 Revenue Court - Conversion Case Specific Case Specific (Petition for changing classification of plots) 32 Revenue Court- Delivery of Case Specific Case Specific certified copy of ROR and plot information VIII Ration Cards* 33 Issuance of Ration Cards 2 weeks-1 month 9 days 34 Issuance of Duplicate Ration Card 35 Incorporation of changes in Ration Cards 36 Food Allocation Information 2 days 2 days 2 days 2 days IX Shops and Establishment* 37 Registration of Shops and 30 days 15 days Establishments 38 Registration of Shops and 30 days 7 days Establishments renewal process 39 Change in registration Certificate 30 days 7 days 40 Registration Loss of 30 days 7 days Certificate/Duplicate Certificate 41 Status Report on Inspection of Case Specific Case Specific Shops and Establishments by Inspector 42 Winding up of Registration 30 days 7 days Certificate X Registration of Societies* 43 Registration of Societies 30 days 5 days *Please note that the marked services have not gone live and the department of Information Technology is in consultation with the line departments to implement these services. All the above mentioned services are to be delivered in the following locations (District, Sub -Division, Block etc). PwC 11

12 Table 2: Details of locations to be covered Sl. No. Name of the District Number of Horizontal offices to be connected ouside SWAN vertical connectivity Number of SDO offices to be connected to DHQ Number of Blocks Number of Tehsil or Revenue Circles Number of any other office (s) (DCFS, SCFS, BL&LRO offices) District Industries Centre 1 North 24 Parganas Birbhum Burdwan Cooch Behar Dakshin Dinajpur Darjeeling Hooghly Howrah Malda Murshidabad Nadia Paschim Medinipore 13 Purba Medinipore Purulia South 24 Parganas Uttar Dinajpur PwC 12

13 The project activities and its corresponding timelines are given in the table below: Table 3: Project activities and timelines Activity Group Activities Timeline (Days) Project Development Submission of DPR Approval of DPR by DIT, GoI Appointment of Project Consultants 15 Current State Assessment Study 45 BPR & Gap Assessment 45 Issue of Government Orders 60 Data Migration & Digitization Plan 30 Training & Change Management Plan 30 Project Implementation Functional Requirement Specifications (FRS) 60 Scope of works of customised application for non pilot States 40 RFP preparation and approval 75 Selection of System Integrator 60 Software Requirement Specification (SRS) 75 Customisation and Development of Software Application 90 User Acceptance Testing of e-district application 60 Third party application audit by STQC 45 Hardware procurement & Commissioning 150 Site preparation for e-district project 150 Completion of Training & Change Management activities 50 Digitization of Historical data 90 Deployment of e-district application at SDC 30 Go-Live of e-district application 30 Project Post Implementation Constitution of Joint Entity for (O&M) of e-district 30 project Project handover from Project Consultant to Joint Entity 365 Citizen Satisfaction Survey 1 30 Post Go-Live project assessment 45 Citizen Satisfaction Survey 2 30 Project closure report from State Government to DIT 45 PwC 13

14 The total project cost for the first year and the next 3 years is given in the table below: Table 4: Total project cost (All costs in Rupees in Lakhs) Unit No. of Units Year 1 Year 2 Year 3 Year 4 Total DPR Preparation State IT Infrastructure Hardware/ Computing Facility Districts No. of Districts Systems at SDC State Systems manpower support for 3 years Networking and Horizontal Connectivity Application Software State Districts Software for non Pilot States State Software for Pilot States State Third Party/ STQC Testing State Application Support Capacity Building Training Districts No. of Persons Seed Money to egov Society Rollout Districts Site Preparation Districts Technical Support for 4 years Districts Data Digitization Districts Program and Project Management Project Mgmt Consultant Project Manager for 4 years State Districts Awareness and Communication Assessment Contingency District State(SDA) Grand Total PwC 14

15 Sl No. Table 4A: Total project cost Item wise (All costs in Rupees in Lakhs) Unit Cost (In Total (In INR INR Item Quantity lakhs) Lakhs) 1 Costs of Districts a Desktop b Laptop c Digital Web cam d Scanners e Laser printers (Duplex) f Other printer (Network Printer Fax) g UPS (.7 KVA) h 5 KVA Genset i 42 U Rack 0 0 j 9U Rack k 12 Port Switch l LL Modem (pair) m Anti Virus n 12 U Rack o Data Digitization p Training (No. of People) q LAN Connectivity and Horizontal Connectivity(No of Locations) r Site Preparation(No of Locations) s t u Seed money to egov Society(No of Districts) Project Manager for Lakhs per year Technical Support for 4 2.4Lakhs per year v Awareness and Communication w a b d % of all District-level costs Unit Unit Cost/year Cost Period 2 Operational Costs (years) Data Center/System Support (3 shifts, 2 person) Help Desk / Application Support (1 resources in all 18 districts) Awareness and Communication(State Level) e Assessment PwC 15

16 a 3 Project Management Activities (for 3 years) Man Months Per Month (in Lakhs) Project Management (2 resources x 48 months) STQC certification a STQC Testing and Audit 35 5 Help-Desk a Help-Desk Management Tool 12 6 DPR Preparation a Detailed Project Report 0 Unit 7 Server Hardware (Data Center and DR Site)* Quantity Cost (In lakhs) a Application Server b Database Server c Web Server e Staging Server f Backup Server h Security, IDM Server a Anti Virus Server System Software a Server OS b RDBMS (Enterprise) Application Software a Application Customization 15 TOTAL COST The above table gives the brief of the total cost for the project. Section 3 of this Detailed Project Report covers other State Information and Chapter 4 covers other details detailing the implementation model and above cost. PwC 16

17 Section 3: State Information 3.1. About the State of West Bengal West Bengal is a state in the eastern region of India and is the nation's fourth most populous. It is also the seventh most populous sub-national entity in the world. West Bengal is the sixth-largest contributor to India's GDP. It is bordered by the countries of Nepal, Bhutan, and Bangladesh and the states of Orissa, Jharkhand, Bihar, Sikkim, and Assam and has an area of 34,267 sq mi (88,752 km2); the capital is Kolkata (Calcutta). West Bengal encompasses two broad natural regions, the Gangetic Plain in the south and the sub-himalayan and Himalayan area in the north. From the 3rd century BCE the broader region of Bengal formed part of Ashoka s empire. In the 4th century CE it was absorbed into the Gupta empire. From the 13th century the region was ruled by several sultans, powerful Hindu states and land-lords-baro-bhuyans for the next few hundred years until it came under the British in the 18th century. At Indian independence in 1947, Bengal was partitioned, the eastern sector becoming East Pakistan (later Bangladesh) and the western sector becoming India s West Bengal. Although in area West Bengal ranks as one of the smaller states of India, it is one of the largest in population with over 91 million people. PwC 17

18 3.2. Details of Districts Table C: District Information Sl. no Name of district District Headquarters Name of Subdivisions Name of Blocks 1 Darjeeling Darjeeling Darjeeling Sadar Subdivision Kalimpong Subdivision Siliguri Subdivision Kurseong Subdivision 2 Cooch Behar Cooch Behar Cooch Behar Sadar subdivision Dinhata subdivision Mathabhanga subdivision Mekhliganj subdivision Tufanganj subdivision 3 North Dinajpur Raiganj Raiganj subdivision Islampur subdivision 4 South Dinajpur Balurghat Balurghat subdivision Buniadpur subdivision 5 Malda English Bazar Chanchal subdivision Malda Sadar Darjeeling Pulbazar Rangli Rangliot Jorebunglow Sukhiapokhri Kalimpong I Kalimpong II Gorubathan Matigara Naxalbari Phansidewa Kharibari Mirik Kurseong Cooch Behar I Cooch Behar II Dinhata I Dinhata II Sitai Sitalkuchi Mathabhanga I Mathabhanga II Mekhliganj Haldibari Tufanganj I Tufanganj II Hemtabad Itahar Kaliaganj Raiganj Chopra Goalpokhar I Goalpokhar II Islampur Karandighi Hili Balurghat Kumarganj Tapan Gangarampur Bansihari Harirampur Kushmandi Chanchal I Chanchal II Ratua I Ratua II Harishchandrapur I Harishchandrapur II English Bazar PwC 18

19 subdivision Gazole Habibpur, Malda Kaliachak I Kaliachak II Kaliachak III Manikchak Old Malda Bamangola 6 Birbhum Suri Suri subdivision Suri - I Suri - II Sainthia Rajnagar Khoyrasole Muhammad Bazar Dubrajpur Bolpur subdivision Sriniketan Ilambazar Nanoor Labhpur Rampurhat subdivision Rampurhat I Rampurhat II Nalhati - I Nalhati - II Mayureswar-I Mayureswar-II Murarai - I Murarai - II 7 Murshidabad Baharampur Berhampur Berhampur Beldanga I Beldanga II Hariharpara Naoda Domkal Lalbag Kandi Jangipur Domkal Raninagar I Raninagar II Jalangi Murshidabad Jiaganj Bhagawangola I Bhagawangola II Lalgola Nabagram Kandi Khargram Burwan Bharatpur I Bharatpur II Raghnathganj I Raghnathganj II Suti I Suti II Samserganj Sagardighi Farakka 8 Bardhaman Bardhaman Asansol Barabani Jamuria Raniganj Salanpur Durgapur Durgapur Faridpur PwC 19

20 Kalna Katwa Bardhaman Sadar North subdivision Bardhaman Sadar South subdivision 9 Nadia Krishnanagar Krishnanagar Sadar subdivision Kalyani Ranaghat subdivision Tehatta Galsi I Kanksa Andal Pandabeswar Kalna-I Kalna-II Manteswar Purbasthali I Purbasthali II Katwa-I Katwa-II Ketugram I Ketugram II Mongolkote Ausgram I Ausgram II Bhatar Burdwan I Burdwan II Galsi II Khandaghosh Jamalpur Memari I Memari II Raina I Raina II Kaliganj Nakashipara Chapra, Nadia Krishnanagar I Krishnanagar II Nabadwip Krishnaganj Chakdaha Haringhata Hanskhali Santipur Ranaghat I Ranaghat II Karimpur I Karimpur II Tehatta I Tehatta II 10 Purulia Purulia Purulia Sadar East Manbazar I Manbazar II Banduan Purulia I Purulia II Hura Puncha Purulia Sadar West Raghunathpur Jhalda I Jhalda II Jaipur Arsha Bagmundi Balarampur Barabazar Para PwC 20

21 11 Hooghly Chinsura Sadar Sub division(chinsura) Chandannagore Serampore Arambagh Raghunathpur I Raghunathpur II Neturia Santuri Kashipur Chinsurah-Mogra Pandua PolbaDadpur Dhaniakhali Balagarh Singur Haripal Tarakeswar Chanditala I Chanditala II Jangipara Serampore-Uttarpara Arambagh Khanakul I Khanakul II Goghat I 12 North 24 Parganas Goghat II Pursurah Barasat Barrackpore Barrackpore I Barrackpore II Barasat Sadar Barasat I Subdivision Barasat II Amdanga Deganga Habra I Habra II Rajarhat Bangaon Bagdah Bangaon Gaighata Basirhat Baduria Basirhat I Basirhat II Haroa Hasnabad Hingalganj Minakhan Sandeshkhali I Sandeshkhali II Swarupnagar Bidhannagar 13 West Midnapore Midnapore Kharagpur Dantan I Dantan II Pingla Kharagpur-I Kharagpur-II Sabang Mohanpur Narayangarh Keshiari Debra Medinipur Sadar Medinipur Sadar PwC 21

22 Subdivision Ghatal Jhargram 14 Howrah Howrah Howrah Sadar subdivision 15 South 24 Parganas Alipore Uluberia subdivision Baruipur subdivision Canning subdivision Diamond Harbour subdivision Alipore (Sadar) Garhbeta I Garhbeta II Garhbeta III Keshpur Shalboni Chandrakona I Chandrakona II Daspur I Daspur II Ghatal Binpur I Binpur II Jamboni Jhargram Gopiballavpur I Gopiballavpur II Nayagram Sankrail Bally Jagacha Domjur Panchla Sankrail Jagatballavpur Amta I Amta II Bagnan-I Bagnan-II Uluberia I Uluberia II Shyampur-I Shyampur-II Udaynarayanpur Baruipur Bhangar I Bhangar II Jaynagar I Jaynagar II Kultali Sonarpur Basanti Canning I Canning II Gosaba Diamond Harbour I Diamond Harbour II Falta 13 Kulpi 14 Magrahat I Magrahat II Mandirbazar Mathurapur I Mathurapur II Bishnupur-I Bishnupur-II Budge Budge-I Budge Budge-II T/Maheshtala PwC 22

23 Kakdwip 16 East Midnapore Tamluk Tamluk Subdivision Haldia Subdivision Egra Subdivision Contai Subdivision Kakdwip Namkhana Patharpratima Sagar Nandakumar Moyna Tamluk Shahid Matangini Panskura I Panskura II Chandipur Mahisadal Nandigram I Nandigram II Sutahata Haldia Bhagawanpur I Bhagawanpur II Egra-I Egra-II Patashpur I Patashpur II Contai I Contai II Contai III Khejuri I Khejuri II Ramnagar I Ramnagar II Population and Area of Distracts of West Bengal (Census 2011) Sl. No. District Area Sq. Km. Population 2011 Population Density Per Sq. Km. P M F West Bengal 88, Darjiling 3, Jalpaiguri 6, Koch Bihar 3, Uttar Dinajpur 3, Dakshin Dinajpur 2, Maldah 3, PwC 23

24 7 Murshidabad 5, Birbhum 4, Barddhaman 7, Nadia 3, North Twenty Four Parganas 4, Hugli 3, Bankura 6, Puruliya 6, Haora 1, Kolkata South Twenty Four Parganas 18 Paschim Medinipur* 19 Purba Medinipur* 9, , , * Figures of Paschim Medinipur & Purba Medinipur for 2001 have been recast as erstwhile Medinipur divided into two districts after 2001 Census. Source: PwC 24

25 3.3. Proposed Services Table 5: Officers involved in processing the selected services in the District (Details of all officials-district wise and service wise, involved in backend Government automation process for the services selected). Sl. No. Designation of Officer Name of Location: DHQ/ Horizontal office/ SDO/Block/Tehsil Number of officers Services 1 District Magistrate District Head Quarters 16 RTI Appellate Authority, License, Pension 2 Additional District Magistrate (General) District Head Quarters 16 License, Domicile Certificate 3 Superintendant of Police SP Office 16 License 4 District Land & Land DL&LRO office 16 Revenue Courts Reforms Officer (DL&LRO) 5 District Controller F&S DCFS Office 16 PDS 6 General Manager (DIC) DIC Office 16 Industry Services 7 Officer in Charge Juducial District Head Quarter 16 License Munshikhana 8 Sub Divisional Officer SDO Office 60 License, Caste Certificate, Domicile Certificate, Income Certificate 9 OC RTI Cell District Head Quarter 16 RTI 10 OC Grievance Cell District Head Quarter 16 Grievance Redressal 11 District Social Welfare District Head Quarter 16 Pension Officer 12 Block Divisional Officer BDO Office 307 License, Caste Certificate, Domicile Certificate, Income Certificate 13 Block Land & Land Reforms BL&LRO Office 307 Revenue Courts Officer 14 District Project Officer District Head Quarter 16 ICDS (ICDS) 15 Sub Divisional F&S SCFS Office 60 PDS 16 Block Backward Class BDO Office 307 Caste Certificate Welfare Offier 17 Block Welfare Officer BDO Office 307 Pension 18 Food Inspector F&S SCFS Office & BDO 367 PDS office 19 Child Development BDO Office 307 ICDS Program Officer (ICDS) 20 Revenue Officer (Average 4 BL&LRO Office 1228 Revenue Courts in each BL&LRO Office) 21 Grievance Cell DA (2 in District Head Quarter 32 Grievance Redressal each district) 22 RTI Cell DA (2 in each District) District Head Quarter 32 RTI PwC 25

26 23 DA Official Munshikhana (5 in each District) District Head Quarter 80 License 24 DA SDO Office (Caste SDO Office 60 Caste Certificate Certificate) 25 DA BDO officer (Caste BDO Office 307 Caste Certificate Certificate) 26 DA SDO Office (Domicile SDO Office 60 Domicile Certificate Certificate) 27 DA BDO officer (Domicile BDO Office 307 Domicile Certificate Certificate) 28 DA SDO Office (Income SDO Office 60 Income Certificate Certificate) 29 DA BDO officer (Income BDO Office 307 Income Certificate Certificate) 30 Manager DIC (2 in each DIC Office 32 Industry Services District) 31 DA DIC (3 in each district) DIC Office 48 Industry Services 32 Industrial Development BDO Office 307 Industry Services officer (DIC) 33 Food Sub Inspector SCFS Office & BDO 367 PDS office 34 DA ICDS (3 from each District Head Quarter 48 ICDS district) 35 DA Pension (3 in each District Head Quarter 48 Pension District) 36 DA Block (Pension) BDO Office 307 Pension 37 DA DL&LRO (3 in each DL&LRO office 16 Revenue Courts DL&LRO office) 38 Supervising Inspector Regional Labour Offices 70 Shops and Establishments 39 Inspector Regional Labour Offices 70 Shops and Establishments 40 Treasury Officer Treasury Office 36 Registration of Societies Table 6: Details of District e governance Societies Sl. No. Name of District Status Date and Remarks Registration number under Societies Act 1 Darjeeling Under Process 2 Howrah Nil Nil 3 Pashim Medinipur Society has been formed Registration pending due to non-availability of GO in respect of the same. 4 North 24 Parganas Functional 5 Murshidabad DeGS formed 12/01/2011 ands/1l/77049 Notification issued bot not registered PwC 26

27 6 Burdwan Under Process 1. An Application for registration of District e- Governance society, Burdwan has been submitted vide our Memo No. 933/DP dt 08/09/ An amount of Rs.150/- only was deposited as registration fees. 7 Malda Society formed Yet to be registered 8 Dakshin Dinajpur 9 Hooghly 10 Uttar Dinajpur In the Process of formation Submitted for Registration on 18/8/2011 but sent back for resubmission By law of the e- Governance Society, Uttar Dinajpur has been finalized and application for registration will be submitted very soon Not Applicable Pending NA 11 Cooch Behar 12 Purulia Registration under process Society has been formed 13 Purba Mednipore Not formed NA Submitted to Registrar of Firms Societies & non-trading corporation vide memo no. 994/GP dated on 14th Oct 2011 but registration no. has not been received 14 South 24 Parganas 15 Nadia Formed. Application Submitted for Registration at the Office of the Registrar, Govt. of West Bengal on Registration No. is awaited shall obtain by Birbhum Not formed Under Process PwC 27

28 STATE SPECIFIC e-governance INITIATIVES Status of SDC. 1. Wipro Ltd is the Data Centre Operator Security Audit by STQC has been completed. Final Acceptance test of Data Centre completed State portal Banglarmukh & e- District Application are hosted in WBSDC. Wipro has deployed their Sustenance Team for Operation and Maintenance activities. Selection of TPA for WBSDC is to be done. Hosting of applications of Govt. Line Dept under consideration: i. Kolkata Urban Services ii. Labour Dept. iii. Commercial Tax Dept. iv. CCTNS Table 7: SDC: Location of SDC (State Data Centre) Status of DRS Details of DR site are yet to be finalised. Likely date of commissioning The State Data Centre is fully operational since February 11th, Please clarify SDC has adequate space and IT resources for edistrict project Yes. Total capacity=56tb.space already allocated for e-district in the districts= 8TB 1. As on date, SDC has adequate space to incorporate the required IT Resources for e- District Project. 2. Details of IT resources for e- District National Roll Out are to be finalized. Table 8: CSC (Common Services Centre) Sl. No. Name of the District Name of SCA Number of CSCs Planned Number of CSCs operational % Operational 1 Darjelling Jalpaiguri Cooch Behar Uttar Dinajpur Dakshin Dinajpur Malda Murshidabad Nadia North 24 Parganas Paschim Mednipore Burdwan PwC 28

29 12 Purulia South 24 Parganas Howrah Hooghly Bankura Purba Mednipore Birbhum Source of Data: Status Name of the District 1. Coochbehar Table 9: SWAN (State Wide Area Network) Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 1 1 Coochbehar Sadar 2 2 Dinahata 3 3 Mathabhanga 4 4 Mekhligunj 3 3 Tufangunj 2 2 Total Status Name of the District Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 2. Jalpaiguri 1 1 Jalpaiguri Sadar 3 3 Mal 4 4 Alipurduar 7 7 Total Status Name of the District Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 3. Darjeeling 1 1 Darjeeling Sadar Kalimpong Kurseong PwC 29

30 Siliguri Total Status Name of the District 4. Uttar Dinajpur Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 1 1 Raigunj Islampur 5 5 Total Status Name of the District 5. Dakshin Dinajpur Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 1 1 Balurghat 3 3 Gangarampur 4 4 Total Status Name of the District Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 6. Malda 1 1 Malda Sadar 9 9 Chanchol 6 6 Total PwC 30

31 Status Name of the District 7. Murshidabad Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 1 1 Behrampur 5 5 Domkol 4 4 Lalbagh 5 5 Kandi 5 5 Jongipur 7 7 Total Status Name of the District Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 8. Nadia 1 1 Krishnanagar Sadar 7 7 Kalyani 3 3 Ranaghat 5 5 Tehatta 4 4 Total Status Name of the District Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 9. Birbhum 1 1 Suri Sadar 7 7 Bolpur 5 5 Rampurhat 8 8 Total PwC 31

32 Status Name of the District 10. Bardhaman Name of the Sub Division Bardhaman Sadar North Bardhaman Sadar South Total No of POPs No of POPs found technically non feasible No of POPs already connected Kalna 5 5 Katwa 5 5 Durgapur 6 6 Asansol 5 5 Total Status Name of the District Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 11. Bankura 1 1 Bankura Sadar 8 8 Khatra 8 8 Bishnupur 6 6 Total Status Name of the District Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 12. Purulia 1 1 Purulia Sadar Purba Purulia Sadar Paschim 7 7 Raghunathpur Total PwC 32

33 Status Name of the District 13. Paschim Medinipur Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 1 1 Medinipur Sadar 6 6 Kharagpur Ghatal 5 5 Jhargram Total Status Name of the District 14. Purba Medinipur Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 1 1 Tamluk 7 7 Haldia Egra Contai 8 8 Total Status Name of the District Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 15. Hoogly 1 1 Chinsurah Sadar 5 5 Chandannagar 4 4 Srirampur 4 4 Arambagh 4 4 Total PwC 33

34 Status Name of the District Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 16. Howrah 1 1 Howrah Sadar 5 5 Uluberia Total Status Name of the District 17. North 24 Paraganas Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 1 1 Barasat Sadar 6 6 Barrackpore 3 3 Bongaon 3 3 Bashirhat Total Status Name of the District 18. South 24 Paraganas Name of the Sub Division Total No of POPs No of POPs found technically non feasible No of POPs already connected 1 1 Alipur Sadar Baruipur Canning Diamond Harbour 9 9 Kakdwip 4 4 Total The above mentioned connectivity is related to the vertical connectivity in the State. Apart from the above mentioned offices as part of Horizontal connectivity, the West Bengal SWAN shall be extended to the Food Offices and Land Offices (which are a part of the services under e-district). The District Industries Centre connectivity is not considered a part of the horizontal connectivity of the State and shall be considered separately to provide Industries Services under e-district. PwC 34

35 Table 10: SSDG (State Service Delivery Gateway), State Portal and e-form Status of SSDG in the State Status of State Portal Services under e-form for each district Still to be implemented. Contract Negotiations with the most responsive bidder underway. After the selection of the enrolment agency, the state portal will be developed. Services already implemented Services still to be implemented Application for Ex-gratia due to loss of life as a result of flood, cyclone etc. Application for House Building Grant Application for temporary pandal, structure Application for license for storing flamable material Application for NOC of buildings Application for Domicile Certificate Application for Merit cum Means Scholarship for students of UG and PG Courses in general education (Arts, Commerce and Science) and other professional courses excluding Engineering & Medical Application for Merit cum Means Scholarship for students of UG (Engg) and other professional Engineering courses of equivalent stature like - BE, B Tech etc Uploading of CV in the Database for Placement/Recruitment of Polytechnic Students Application for Pre Matric Scholarship Application for Post Matric Scholarship Application for Merit cum Means Scholarship Application for Implementation of Income Generating Scheme through SCA to T.S.P. (DISHA) Application for Micro Credit Scheme for Self Help Groups Application for Interviewing of Inmates Application for Ration Card Issuance Application for Ration Card change incorporation Application for issuance of Duplicate Ration Card Application for redressal of grievances of consumers Application for redressal of grievances of citizens Application for Merit cum Means Scholarship for Higher Secondary Level Students Application for Sanction of Scheme for Construction of Boundary Wall around Graveyard/ Mosque/ Idgah/ Mazar PwC 35

36 Application for Grant of Recognition as Minority Education Institution with Issuance of Minority Status Certificate Application for Infrastructural Support to Reputed NGOs Running Educational Projects for the Development & Welfare of Minorities Application for Scheme of Infrastructure Development for Minority Affairs Sl. No. Name of the State MMP 1 MMP for Commercial Taxes, WB- MMPCT (Department- Commercial Tax - VAT) 2 MMP Road Transport Project (Department- Road Transport) 3 Implementation of AGRISNET Project in West Bengal as a component of a Central Sector Scheme Strengthening / Promoting Agricultural Informatics & Communications of Department of Agriculture & Cooperation, Ministry of Agriculture, GoI (Department- Agriculture) Project Concept ualized Table 11: Status of State MMPs Status DPR approved Under Implemen tation Yes Yes Yes (Present state- S/w Developmen t and Implementa tion) Yes Yes Yes- DPR accepted by line department (Agriculture Dept, GoWB) on Yes( Present state- State Vehicle Register made ready, software developmen t for e- services going on) Yes. (Present state- Ongoing implementat ion of AGRISNET Project in West Bengal.) Post Implemen tation No of Districts covered Project Cost GoI component INR 5033 State component INR 1903 (GoI share of Rs. 15 Crore received by Directorate) Nil (GoI component Resource provided State component Resource provided) GoI funded. PwC 36

37 4 e-governance at the Directorate of Employment, Labour Department, Government of West Bengal (Department- Labour) 5 Treasury (Department- Treasury) Yes Yes DPR Forwarded to GOI for approval. Yes. (Present State- Out of 73 Employmen t Exchanges of the state 53 Employmen t Exchanges are now running online through the web based application developed by DGE&T in collaboratio n with NIC, New Delhi. Moreover a pilot project is successfully implemente d at the area of two employment exchanges of Hooghly district to deliver some of the employment service through Common Service Centers (CSC). The pilot project will be rolled on soon to other area.) Treasury Information System (TIS) has been launched and 86 out of 87 Treasuries are computerise d Central Component INR 5.66 lacs State component INR lacs Others INR 55 lacs (Used for backlog data entry of the Employmen t exchanges) PwC 37

38 6 Cooperation (Department- Cooperation) 7 Municipal Affairs (Department- Municipal Affairs) 8 Common Services Center( Department- Panchayat & Rural Development) 9 West Bengal SP & SSDG (Department- Information & Technology Department) 10 West Bengal e- District (Department- Information & Technology Department) Yes Yes Yes DPR Forwarded to GOI for approval out of 6797 CSCs rolled out in the State out of 6797 CSCs provided connectivity Online Integrated Finance Managemen t system (IFMS) for Panchayat samitis and Zilla parishads. Yes Yes Request for Proposal (RFP) already floated, Technical presentation s done, Financial bid yet to be opened Yes Implemente d. (Project went live with 17 services (6 service Categories on 27th Sep 2010) All districts Implement ed for 2 districts- Bankura and Jalpaiguri. To be extended to all the districts. All the projects that are being executed are DFID funded. Central component INR (Rupees Thirteen Crore Forty Seven Lakh Forty Three Thousand Seven Hundred and Twenty Eight only) State component INR (Rupees Twelve Crore Ninety Five lakhs) DIT, GoI funded Lakhs DIT, GoI funded lacs PwC 38

39 11 Crime & Criminal Tracking Network and Systems (CCTNS) (Department- West Bengal Police) 12 National Land Records Modernization Program (Department- Land & land Reforms Department) 13 Food and Supplies (Department- Food & Supplies) 14 Women & Child Development & Social Welfare Department Yes Yes Yes Yes DPR forwarded to Line Ministry, GoI Revised DPR shall be forwarded to GoI RFP for System Integrator (SI ) selection already published Mode of connectivity between L&LR and Registration offices are yet to be decided by the L&LR department SPC INR 30 lacs Central component State component - Centralize project implementi ng in a decentralize manner throughout sourcing Central Share: State Share: Health & Family Welfare Department 16 School Education 17 Property Registration Yes Yes Old age/widow/ Disability pension and ICDS services under e- District are already piloted DPR submitted to GoI by PwC. Phase 3 of the DPR is in progress DPR forwarded to GoI 236 of 239 registration offices in the State are computerize d Central share: 148 State share: 83 PwC 39

40 Status of SeMT: Staffing details under SeMT: Sl. No. Name Designation Contact No. Contact ID 1 Subir Roy Principal Consultant [email protected] 2 Abhishek Roy Senior Consultant - PM [email protected] 3 Ashwini Kumar Senior Consultant - TM [email protected] 4 Manjistha Consultant CB & CM [email protected] Mukherjee Dutta 5 Vivek Goenka Consultant - FM [email protected] 6 Niharendra Consultant - PM [email protected] Choudhury 7 Subrata Saha Consultant - TM [email protected] Status of Data Digitisation in each district Table 12: Status of Data Digitisation in each district Sl No. Name of MMP/ Owner department 1 Land & Land reforms 2 Transport DARJEELING Name of Services like certificates, Ration cards etc Bhumi-II: in progress in Siliguri, Map (Bhuchitra),In the hill subdivisions-8blocks Vehicle Registration of both Commercial & non-commercial vehicles Status Percentage Digitised/ Not Digitised 15% 70% 3 Treasury Bill, Pension, Stamp 100% 4 5 Pachayat and Rural Development Finance and Revenue Department MGNREGS: Monitoring Information System, all other official work done in computer Registration of deeds, Lease, Gifts, Partition of deeds, Agreements, power of attorney 100% 100% Remarks Sl No. Name of MMP/ Owner department HOWRAH Name of Services like certificates, Ration cards etc Status Percentage Digitised/ Not Digitised 1 Land & Land Records BHUMI(ROR for land) 100% Remarks PwC 40

41 Sl No. Name of MMP/ Owner department NORTH 24 PARGANAS Name of Services like certificates, Ration cards etc Status Percentage Digitised/ Not Digitised 1 Land & Land Records BHUMI(ROR for land) 100% 2 Transport 3 Transport Vahan(Vehicle Registration System) Sarathi( Driving License System) 100% 100% 4 Treasury TIS 100% 5 Treasury Pension of Govt. Emp. 100% 6 Verification Roll Section Verification Roll 100% 7 Grievance Cell PGRS 100% 8 Election Electoral Roll 100% 9 Land Acquisition 10 Registration LAIS (LA case processing) CORD (Digitization of Registration Document) 100% 100% Remarks Sl No. Name of MMP/ Owner department MURSHIDABAD Name of Services like certificates, Ration cards etc Status Percentage Digitised/ Not Digitised 1 Land & Land Records BHUMI(ROR for land) 100% Remarks 2 Transport Registration of vehicles 100% 3 Transport Driving License 100% 4 Treasury Pension 100% 5 Treasury Bill 100% 6 Pachayat and Rural Development old age/widow/disable pension 100% 7 Registrar Cases of registration 100% 8 Correctional homes No of inmates/prisoners 100% 9 Dist. Judge No of case records 100% PwC 41

42 Sl No. Name of MMP/ Owner department BURDWAN Name of Services like certificates, Ration cards etc Status Percentage Digitised/ Not Digitised 1 Land and Land Reforms ROR 97.24% Remarks 2 Transport Registration of vehicles 94.00% Driving license 93.00% Tax and related jobs 97.00% A) Disposal of different claimsfrom different Govt. Offices at present such numbers (No of Ddo 227) i. Receiving of bills for Govt. claims ii.bills checking 95.00% 3 Treasuries Cheque section i.printing, ii. Checking and signing by ATO, iii.delivery of cheque etc and sorting of voucher % i.compilation of vochers, accounts, preparation of accounts. ii.sending of A/Cs to AG W.B., DT and other authorities % Receipt of Govt revenues and deposits % 4 Employment exchange Registration of unemployment 90.57% MALDA Sl No. Name of MMP/ Owner department 1 Land & Land records Name of Services like certificates, Ration cards etc BHUMI& BHUCHITRA: Record of rights,tax. Certified copy Status Percentage Digitised/ Not Digitised 99% Remarks PwC 42

43 2 Transport Department Registration of vehicles, tax, fees, fines, driving license: VAHAN and SARATHI 40% 3 Treasury CTMS: Bill, cheque,pension LF 100% 4 Property registration 5 Consumer forum 6 Education CORD: Registered deeds, Certified copy. CONFONET: Consumer cases, Status of cases. SARVA SHIKSHA: AISES, DISE,SEMIS Nil Nil 100% New application Digitized. No Historic data digitized New application Digitized. No Historic data digitized Sl No. Name of MMP/ Owner department DAKSHIN DINAJPUR Name of Services like certificates, Ration cards etc Status Percentage Digitised/ Not Digitised 1 Land and Land Reforms ROR % Remarks Sl No. Name of MMP/ Owner department HOOGLHLY Name of Services like certificates, Ration cards etc Status Percentage Digitised/ Not Digitised 1 Land & Land Records BHUMI(ROR for land) 100% 2 Land & Land Reforms Revenue Court: Case Monitoring System 30% Remarks 3 Backward Class Welfare Caste Certificate 60% 4 Fire Arm License 5 Pay Bill Section Arm License Monitoring System Salary Accounting System 40% 100% 6 Passport Passport Management System 100% 7 General Department e-file 40% PwC 43

44 8 Establishment Section e-service Book 30% 9 Education Sarva Siksha Abhiyaan: Child with Special Need (CWSN) 100% Sl No. Name of MMP/ Owner department UTTAR DINAJPUR Name of Services like certificates, Ration cards etc Status Percentage Digitised/ Not Digitised 1 Land & Land Records BHUMI(ROR for land) 100% Remarks 2 Transport Registration of Vehicle 100% 3 Backward Class Welfare Post Matric Scholarship to SC/ST 100% 4 District Registrar State wide e- Registration Documents 100% Digitized except post e- Registration period 5 Agriculture Soil Health Card 100% Sl No. Name of MMP/ Owner department COOCH BEHAR Name of Services like certificates, Ration cards etc Status Percentage Digitised/ Not Digitised 1 Land & Land Records BHUMI(ROR for land) 100% Remarks 2 Land Acquisition Salary Pay Bills 100% 3 Labour Department Land Loser's Database 100% PwC 44

45 PASCHIM MEDNIPORE Sl No. Name of MMP/ Owner department Name of Services like certificates, Ration cards etc Status Percentage Digitised/ Not Digitised Remarks 1 Land & Land Records BHUMI(ROR for land) 100% PURULIA Sl No. Name of MMP/ Owner department Name of Services like certificates, Ration cards etc Status Percentage Digitised/ Not Digitised Remarks 1 Land & Land Records BHUMI(ROR for land) 100% PURBA MEDNIPORE Sl No. Name of MMP/ Owner department Name of Services like certificates, Ration cards etc Status Percentage Digitised/ Not Digitised Remarks 1 Land & Land Reforms Delivery of Certified copy of records of rights 54% Updating pending - 54% 2 Panchayat & Rural Development CSC: Railway Booking, receiving of electric bills 100% Sl No. Name of MMP/ Owner department SOUTH 24 PARGANAS Name of Services like certificates, Ration cards etc Status Percentage Digitised/ Not Digitised 1 Land & Land Records BHUMI(ROR for land) 100% Remarks 2 Panchayat & Rural Development Pensioner's Database (Old Age, Widow, Disability) 100% 3 Arms Department Fire Arm Licesne 100% PwC 45

46 NADIA Sl No. Name of MMP/ Owner department Name of Services like certificates, Ration cards etc Status Percentage Digitised/ Not Digitised Remarks 1 Land and Land Reforms Bhoomi 98% 2 Transport New Registration, Change of Address, Change of Ownership, CF,NOC, Tax Collection, Enforcement, DL,RDL,LL 90% 3 Treasury Pension 90% 4 Education Sarva Shiksha Mission: G2G,G2C 100% 5 Election EPIC,ROLL REVISION,EVM Maintenance 100% 6 Panchayat & Rural Development G2G(Fund Transfer, Registration-New, Edit, Delete, Account Information, Demand & Work Allocation, Muster Roll Entry, Cash Book Entry, WageList & Scheme Entry, Edit, Delete, Report Generation, Bill Entry, Administrative Expenditure Entry) 95% 7 Panchayat & Rural Development 8 Backward Class Welfare 9 Backward Class Welfare 10 Development and Planning 11 General 12 Revenue Munsikhana 13 Judicial Munshikhana 14 Establishment/Service Records 15 Disaster Management SEVA,NOAPS,IGNOAP S,GPMS,FMS Pre-Matric & Post Matric Sadar: Caste Certificate & Residential Certificate 90% 60% 100% MPLAD,BEUP,BADP 55% PVR, Caste Certificate Verification Database created for all JM cases G2C(Database created for all arms License Holders) 80% 20% 30% COSA 20% Inventory list updated in online 45% PwC 46

47 16 Court 17 Excise 18 Fishery 19 Commerce and Industry District Court Live,4 sub-court live run will start shortly, System Installed G2C(All FFDA scheme compared) 20% 100% 20 Health Web Application Reporting on Health Management Information System, Maternal Child tracking system, IDSP, OPD, Infant Death, Maternal Death daily Tracking System 50% 21 Passport Passport Issue, Renew 80% Sl No. Name of MMP/ Owner department BIRBHUM Name of Services like certificates, Ration cards etc Status Percentage Digitised/ Not Digitised 1 Land & Land Records BHUMI(ROR for land) 100% 2 Transport 3 Treasury Office 4 Backward Class Welfare 5 District Registry Officer/Sub Registry Officer Vahan: Vehicle registration, OLTIS: Bill/Voucher/Cheque receiving & Issue, Pensioners paybill OSCAR s/w: Issuance of SC/ST/OBC Certificates CORD: Registration of DEEDS /DOCUMENTS 100% 100% 50% 100% Remarks PwC 47

48 Table 13: Status of Manual / electronically enabled Transactions District wise (Approximate) DARJEELING Sl No. Name of MMP/ Owner department Transactions of Manually delivered services Transactions of edelivered services for each sub services Number Certified copy of ROR Khatians Land and Land reforms NIL Plot Information HOWRAH Sl No. Name of MMP/ Owner department All Services are manually delivered Transactions of Manually delivered services Transactions of edelivered services for each sub services Number None Nil Nil Nil NORTH 24 PARGANAS Sl No. Name of MMP/ Owner department Transactions of Manually delivered services Transactions of edelivered services for each sub services Number All Services are manually delivered None Nil Nil Nil MURSHIDABAD Sl No. Name of MMP/ Owner department Transactions of Manually delivered services Transactions of edelivered services for each sub services Number Backward class welfare (SC/ST Certificates) P&RD: Pensions PwC 48

49 3 Treasury: Pension disbursement Treasury Bills Correctional Homes: No of inmates/prisoners Registration deeds District Judge: No. of case records Transport: Driving license Transport: Vehicle Registration BURDWAN Sl No. Name of MMP/ Owner department Transactions of Manually delivered services Transactions of edelivered services for each sub services Number Land and Land reforms Updated-864, Non-updated-1904 Transport: Registration of vehicles Transport: Driving license Transport: Tax and related jobs 9.61E E E+09 3 Treasury: A) Disposal of different claims from different Govt. Offices at present such numbers (No of Ddo 227) i. Receiving of bills for Govt. claims ii. Bills checking and passing by dealing assistants, accountants and T.O Treasury: Cheque section i. Printing, ii. Checking and signing by ATO, iii. Delivery of cheque etc and sorting of voucher Treasury: i. Compilation of vouchers, accounts, preparation of accounts ii. Sending PwC 49

50 of A/Cs to AG W.B., DT and other authorities. 6 Treasury: Receipt of Govt revenues and deposits Employment Exchange: Registration of unemployment MALDA Sl No. Name of MMP/ Owner department 1 Land Records 2 Transport 3 Treasury 4 Property registration Transactions of Manually delivered services Driving license Certified copy and old cases of submitted deeds. Transactions of edelivered services for each sub services Number Total no of ROR: Fees Tax Registration certificates Bill processing (TrI+Tr-II) Pension Registered Deed Total: Consumer forum DAKHIN DINAJPUR Sl No. Name of MMP/ Owner department All Services are manually delivered Transactions of Manually delivered services Transactions of edelivered services for each sub services Number None Nil Nil Nil PwC 50

51 HOOGHLY Sl No. Name of MMP/ Owner department All Services are manually delivered Transactions of Manually delivered services Transactions of edelivered services for each sub services Number None Nil Nil Nil UTTAR DINAJPUR Sl No. Name of MMP/ Owner department Transactions of Manually delivered services Transactions of edelivered services for each sub services 1 District Registrar State e- Registration of Documents Number Agriculture MMP Soil Health Card Backward Class Welfare Post Matric Scholarship for SC/ST SC ST-1094 SC ST-490 SC ST-845 COOCH BEHAR Sl No. Name of MMP/ Owner department Transactions of Manually delivered services Transactions of edelivered services for each sub services Number All Services are manually delivered None Nil Nil Nil PURULIA Sl No. Name of MMP/ Owner department All Services are manually delivered Transactions of Manually delivered services Transactions of edelivered services for each sub services Number None Nil Nil Nil PwC 51

52 PURBA MEDNIPORE Sl No. Name of MMP/ Owner department Transactions of Manually delivered services Transactions of edelivered services for each sub services Number 1 Employment Exchange (Haldia)/Labour 2 Land Records/Land & Land Reforms 3 Road Transport/Motor Vehicles Delivery of Employment Card Delivery of Certified copy of record of rights Registration of new vehicles Treasury/Finance Passing of Bills, pensions 5 e- Procurement/P&RD On line Tender SOUTH 24 PARGANAS Sl No. Name of MMP/ Owner department Transactions of Manually delivered services Transactions of edelivered services for each sub services Number All Services are manually delivered None Nil Nil Nil PASCHIM MEDNIPORE Sl No. Name of MMP/ Owner department Transactions of Manually delivered services Transactions of edelivered services for each sub services Number All Services are manually delivered None Nil Nil Nil PwC 52

53 NADIA Sl No. Name of MMP/ Owner department Transactions of Manually delivered services Transactions of edelivered services for each sub services Number 1 Sarva Shiksha Mission 45% 55% Treasury 10% 90% 3 Election 10% 90% 4 Transport 10% 90% 5 MGNREG 20% 80% 6 Development and Planning 45% 55% 7 Panchayat & Rural 10% 90% Development 8 Land and Land Reforms 10% 90% 9 General 40% 60% 10 Revenue Munsikhana 80% 20% 11 Judicial Munshikhana 80% 20% 12 Establishment/Service Records 75% 25% 13 Disaster Management 70% 30% 14 Court 80% 20% 15 Excise 60% 40% 16 Fishery 35% 65% 17 Commerce and Industry 65% 35% 18 Health 50% 50% 19 School Education 40% 60% 20 Passport 40% 60% 21 Backward Class Welfare 40% 60% 22 SDO-Sadar 25% 75% BIRBHUM Sl No. Name of MMP/ Owner department Transactions of Manually delivered services Transactions of edelivered services for each sub services Number PENSIONER'S DATABASE PwC 53

54 Section 4: Project Details Including the Implementation Model The target beneficiaries of the e-district project found in the course of the study have been presented in Table below: Table 14: Stakeholder Analysis Stakeholder Group Department of Information Technology (DIT), Government of India State Government Divisional / District Administration District e-governance Society (DeGS) State Designated Agency (SDA) Project Implementing Unit Project Management Consultant Implementation Agency Project Operations Team Line Department Roles and responsibilities Level of Influence Engagement/ Communication Strategy Frame and Issue Guidelines, Templates based on approved Scheme to the State Governments and District Administration for implementation of e-district, etc High Review and Feedback Provide necessary support, including infrastructure and financial resources, as required /envisaged under the project, etc The District/ Divisional Commissioner will provide leadership and ownership for implementation of the Scheme at the District/ Divisional level etc Proper Implementation of the project in the Districts, proper propagation of the awareness campaigns. SDA will synchronize roll out of e-district with e-form, SSDG, State Portal, CSC, SWAN, SDC; etc As Is and best practice study, BPR, To be system study, preparation of RFP, bid process management, training and capacity building, project management Hardware and Network installation, Application development, deployment and testing, application training Operations and Maintenance, Trouble Shooting, Server Management, Database Management High High High High High High High Department personnel at State Level Ownership and implementation Medium Regular Meetings, Interactions with Stakeholders, Policy Making, Feedback, Corrective Measures Day to day monitoring, SLA monitoring and Review, Meeting and Reporting SLA monitoring, interactions with various stakeholders for all support required for implementation, Reporting Proactive engagement for communication to ensure seamless implementation Regular Meetings, Advisory to various stakeholders for implementation Regular Meetings, Interactions, Feedback, Reporting regarding implementation Day to day reporting for SLA monitoring and review Regular Meetings, Interactions, Policy making PwC 54

55 Department personnel at District Level Ownership and implementation Medium Feedback regarding department services, SLA monitoring 4.1. Identify various stakeholders and define roles and responsibilities For the successful implementation of the project, the following key responsibilities have been identified for the stakeholders: Department of Information Technology (DIT), Government of India Frame and Issue Guidelines, Templates based on approved Scheme to the State Governments and District Administration for implementation of e-district. Receive and appraise proposals from the State for e-district implementation and for release of sanctioned funds. Form edistrict National Project Management Unit (NPMU) to assist DIT in monitoring and assessing achievements by states as per laid down milestones under the project, at national level Provide technical assistance to the State for effective implementation of the MMP Provide empanelled list of Consultants and System Integrators (Implementation Agencies) for the project management, monitoring and implementation to the State Support state/designated agency in getting guidance /assistance technical or otherwise State Government The State Governments shall set up a State Project Steering Committee headed by the Chief Secretary. The committee shall comprise of Secretaries in charge of Finance, Planning, Revenue, IT, Infrastructure/Industries, Social Welfare, Rural Development, Panchayati Raj Departments, the e District Champion for the concerned State and a representative of the Government of India. Chief Secretary may also co-opt other officials as deemed fit. This committee shall be serviced by IT/E Governance Department with the help of the State level PMU. The State Project Steering Committee shall meet at least once a month and shall be responsible for overall planning, coordination, monitoring, evaluation and guidance for successful implementation of the e District Scheme in the State. Identify a State Designated Agency (SDA) and a State e District Mission Leader for smooth and expeditious implementation of the e-district Project. The Mission Leader should normally be Secretary in charge of IT Department or any other officer of sufficient seniority. The Mission Leader shall interalia coordinate with all concerned Departments to identify the services and service levels and get approval of the State Project Steering Committee headed by the Chief Secretary. It is made clear that the prime responsibility of identification of services and service levels will be that of the concerned Department / Organization. Ensure formation of District e-governance Societies under the Chairmanship of District Collector / Magistrate which will be responsible for implementation of the Scheme at the district level. Provide necessary support, including infrastructure and financial resources, as required /envisaged under the project. Provide Infrastructure and other support to the State Designated Agency (SDA) Take appropriate steps for legal changes required in implementing BPR for identified services Divisional / District Administration Divisional Commissioners in states where Divisional Commissioner system exists, the Divisional Commissioner will provide leadership and ownership for implementation of the Scheme at the Divisional level. PwC 55

56 District Collector / Magistrate through DeGS shall ensure Planning, Coordination, Monitoring, Evaluation and Guidance for successful implementation of the e-district Scheme at the district level. A District e-governance Society (DeGS), headed by the Collector/District Magistrate shall be established in each district by the district administration and registered under the Societies Act. The DeGS will be responsible for the implementation of the project at the district level. District level officials of all service delivery departments could be the members of the society. The District Informatics Officer (DIO), NIC will be the member secretary of the Society. The DeGS will also play a key role in the post implementation operation and maintenance phase of the Scheme District e-governance Society (DeGS) The DeGS would implement the project and ensure close linkages and coordination amongst the - various stakeholders in the Project at field level. Provide commitment and support to bring-in the process changes Provide overall guidance to the Project partners at District level Work closely with the System Integrator/Implementing Agency to undertake the field work, comprehend the requirements, document the observations, prepare roadmap, redesign the processes Build capacity of the staff at various levels of the district administration. DeGS and ISA would also work closely with the technical solution provider for developing and customizing the software, implement the technical solution Manage, supervise and implement backend computerization of partner Departments/Agencies The DeGS as owner of the Project at district level will be responsible for proper record keeping of all the assets including software / artifacts created under the Scheme at the District level. Release funds to the Implementing agencies on successful completion / installation of hardware, training, data digitization. Support the Common Services Centres (CSCs), throughout the District for providing G2C services as per the Service Level Agreements between Departments/ SDA for CSCs and the Service Center Agency. It would identify and recommend the Citizen Services which can be provided in consultation and co-ordination with the concerned departments on priority and assist SCA in roll out of G2C services through CSCs. Collect user charges as fixed by the State Government and keep audited accounts of the same. Take all publicity measures and campaigning through media like TV, radio, newspaper, conferences, seminars, public meetings, banners and posters etc for creating awareness about transformation through e-governance for the benefit of the rural masses. Explore revenue streams for the sustenance of the District e-governance Society and assist SDA in formulating policies accordingly. The DeGS shall also ensure close tie-ups with all the stakeholders in the project, to provide commitment and support, help to bring-in the process changes and overall guidance to the project. The stakeholders would include district level departmental officers e.g. SSP/SP, Chief Development Officer, CEO (ZP), District Panchayati Raj Officer, District Social Welfare Officer, Chief Medical Officer, District Education Officer / Basic Shiksha Adhikari, Sub Divisional Officer / Magistrate, Tehsildar / Patwari, Block Development Officer Etc National Informatics Centre (NIC) NIC shall under the overall guidance; supervision and control of the District Magistrate / Collector provide assistance and technical support for successful implementation of the Scheme at the District level State Designated Agency (SDA) SDA will synchronize roll out of e-district with e-form, SSDG, State Portal, CSC, SWAN, SDC; Receive and manage funds to ensure timely fund flow to implementing agencies. Transfer funds to DeGS for district level activities like hardware installation, training and data digitization. Coordinate and facilitate interactions between the project implementation partners/, State PMU, State Government Departments and District Administration PwC 56

57 Facilitate integration of the existing ICT enabled / E Governance services, wherever possible, into the e-district Project. Facilitate selection of State PMU and the System Integrator from the empanelled list provided by DIT under the guidance of State Project Steering Committee. SDA shall ensure delivery of services, identification and deployment of new services as per requirement. Prepare a comprehensive policy on User Charges. For the Operations and Maintenance of the e district project, the SDA shall finalize an effective transaction-based revenue sharing mechanism for all stakeholders i.e. the Implementing Agency, District e Governance Society (DeGS), CSCs, SCAs, and State Designated Agency etc State PMU The State PMU will design an efficient and effective end to end service delivery process for each of the identified services. This will be based on AS IS and To BE studies for all the services. This study may be conducted in more than 1 district subject to a maximum of 3 districts. Prepare the functional requirements (FRS) based on the BPR and review the System Requirement Specification (SRS) and System Design Documents (SDD) for the application development. Assist Pilot States in deploying the existing applications for the state wide rollout. No application software will be deployed for state wide rollout in any state unless it has been certified by STQC. Assist Non Pilot States in the selection of Application Software from the sets of STQC certified application software developed during pilot implementation. Prepare the Capacity Building, Change Management & Training plans, identify the legal changes required and assist in drafting and issuance of Government Orders for giving effect to the BPR. Assist the SDA in monitoring of the User Acceptance Tests (UAT) and review of test results. Coordinate with STQC for certification of application software. Prepare RFPs wherever required for State wide rollout. Assist the State in the selection of System Integrator (Implementation Agency). Supervise the installation, commissioning and acceptance of IT infrastructure at the State and District level. Provide one dedicated manpower at each district for project coordination for 3 years. Supervise the rollout at all the locations. Design the post implementation guidelines for Operation and Maintenance phase. Project Management and Monitoring with status update and progress tracking. Scope of works of the State MU shall be further refined at the time of bidding for the Empanelment for both Pilot as well as non Pilot States Citizen The Citizens are the most important stakeholder involved in this project. The Citizens do have a role to play for the implementation of the Project but Citizen Inclusion is the factor for successful implementation of the project. For successful implementation of the Project Citizen Inclusion is the most important factor Common Service Centres The common service centres the primary mode of application receipt and delivery of services that is envisaged under e-district. Due to the envisaged role of the CSC, it acts as a very important stakeholder in the project. In an ideal scenario, CSCs are the only touch points for Citizens to avail services. CSCs are integrated in West Bengal e-district where the CSCs can access the portal through special CSC login accounts created for CSC and provide services to Citizens. The CSCs shall be responsible for the following activities for delivering services to Citizens through e-district. Application Receipt Service Delivery Information Seeking Status Tracking PwC 57

58 4.2. Service Levels Service(s) Table 15: Services and Service levels Service level Parameter (in terms of Quality/ Quantity/ Cost/ Time) Existing (Baseline) Service Levels Proposed Certificates Caste Certificate Time 1 month - 6 months 6 days Income Certificate Time 45 days-3 months 5 days Domicile Certificate Time 10 days 5 days Pension Old, Widow & DisabilityPension Enrollment Old, Widow & DisabilityPension Disbursal Integrated Child Development Scheme Supplementary Nutrition Time Quota Dependant 8 days (if quota available) Time Cycle of 4 months 7 days (monthly) Time Industry Services Issuance of EM-I Time 2 days 2 days Issuance of EM-II Time 2 days 2 days EC cum RC Certificate Time 15 days 7 days Subsidy Time within 109 days 62 days PMEGP Time 1 month - 6 months 73 days (Maximum time considered including a 60 day cycle for Sub Committee meeting) License Issue of Fire Arm License Time 1 year 32 days Renewal of Fire Arm License Time 2 days 2 days Surrender and Cancellation of Arms License Sale of Firearms to an Authorized Dealer Transfer case of Arms License Duplicate issue of Arms License Extension of area validity of Arms License Impounding of Arms License during Elections Issuance of Firecracker Manufacturing License (Factory License) Time Time Time Time Time Time Time 3 months - 4 months 55 days PwC 58

59 Issuance of Firecracker Possession and Selling License Blasting License Issuance (Upto 5 Kgs) Blasting License Issuance (More than 5 Kgs.) Renewal of Firecracker Manufacturing License (Factory License) Renewal of Firecracker Possession & Selling License Time 3 months - 4 months 24 days Time 6 months 34 days Time 6 months 34 days Time 3 months - 4 months 55 days Time 3 months - 4 months 24 days RTI & Greivance RTI Service Time Case Specific Case Dependant: Max 30 days Greivance Redressal Time Case Specific Case Dependant: Max 30 days Revenue Courts Revenue Court- Borga Petition Time Case Specific Case Specific Revenue Court- Petition for recordong home stead beneficiary Revenue Court - Conversion (Petition for changing classification of plots) Revenue Court- Delivery of certified copy of ROR and plot information Time Case Specific Case Specific Time Case Specific Case Specific Time Case Specific Case Specific Ration Cards Issuance of Ration Cards Time 2 weeks-1 month 9 days Issuance of Duplicate Ration Card Incorporation of changes in Ration Cards Food Allocation Information Shops and Establishment Time 2 days 2 days Time 2 days 2 days Time Registration of Shops and Establishments Registration of Shops and Establishments renewal process Time 30 days 15 days Time 30 days 7 days Change in registration Certificate Time 30 days 7 days Registration Loss of Certificate/Duplicate Certificate Status Report on Inspection of Shops and Establishments by Inspector Time 30 days 7 days Time Case Specific Case Specific PwC 59

60 Winding up of Registration Certificate Time 30 days 7 days Registration of Societies Registration of Societies 30 days 5 days NOTE: The service levels include minimum time for physical verification and enquiry 4.3. Business Process Re-engineering Brief on BPR Business Process Reengineering has been defined as: fundamental rethinking and radical redesign of business processes to bring about dramatic improvements in performance. Business process reengineering is not downsizing, restructuring, reorganization, automation, new technology, etc. It is the examination and change of five components of the business Strategy, Processes, Technology, Organization and Culture. Reengineering became very popular in the early 1990s, however, the methodology and approach was not fully understood or appreciated. Many times, improvement projects labelled with the title Business Process Re engineering were poorly planned and executed. Employees and organizations cringed at the thought of another Business Process Reengineering experience. The term itself is being used less, or is being altered so that these types of initiatives are not associated with the "Business Process Reengineering" of the past. The alternative business improvement methodology is Continuous Process Improvement, which emphasizes small and measurable refinements to an organization s current processes and systems. Continuous process improvement has its origins in Total Quality Management and Six Sigma. Business Process Re-engineering has been a integral part in the implementation of the e-district Pilot in the State as all the processes under e-district has gone substantial changes brought in through Business Process Re-engineering to increase the efficiency and effectiveness of the services. However as the 6 mandatory service categories in the Pilot State has been included in 5 mandatory categories for the roll out, there is a need to add an additional service under e-district Key Activities The next table illustrates the requirement and cost of involved in adding one more additional service category under e-district including Government Process Re-engineering. Table 16: Study of Process Re-engineering Sub Activity, if any Man Month Estimated Time frame Per Month Rate Cost Total Estimated Cost (in Lanks) The above table is kept empty because the study of process re-engineering including scoping study, business process re-engineering, bid process management, change management has been considered as a part of the scope of the Project management consultant who will be operating for 4 years in the State. In the current e-district application the following broad Business Process Re-engineering activities have been undertaken: Online Application of services from CSCs and Web Issuance of Certificates with the use of Digital Signature PwC 60

61 Online Verification of Digitally Signed Certificate Formalization of Input data Centralized Data Repository for all Services Pre-defined service levels and workflow escalation on non adherence PwC 61

62 Proposed Additional Business Process Re-engineering Apart from the current reengineered process implemented in the current e-district solution. The Government envisages additional Business Process Re-engineering to further enhance the processes in the current solution. Such exercise shall be taken up in the Roll Out phase and shall be implemented. For example the following are few additional Business Process Re-engineering recommendations apart from the changes already implemented in the current e-district application Caste Certificate 1. Inclusion of GP level Official: The enquiry process is conducted by the Block Inspector (Backward Class Welfare Officer) through various officials at the Gram Panchayat Level. The inclusion of such Gram Panchayat officials (Gram Sevak) can be done in the e-district application so that the applications can be forwarded directly by the block inspector to the Gram Panchayat level through the application. This will reduce the overall service level, increase audit trail and transparency. 2. Online Verification- For applications whose parental side data is available in the Database, physical verification/enquiry may not be necessary. Based on the authenticity of the parental data from the database, the application can be approved. In such a scenario, during online application the applicant shall refer to his parental side Caste Certificate with additional proof like identity, family tree etc. Once the application is viewed by the Block Development Officer, it can directly be sent to SDO for approval. An alternative path for this service can be routing such cases to a Backward Class Welfare officer at the SDO office, who shall verify all the details of the application and upon satisfaction forward the cases to SDO for final approval. 3. Hard copies of Supporting Documents No hardcopies of original documents shall be required for record keeping for the concerned offices. In case where no parental reference is provided, the applicant shall carry the original documents during the enquiry/hearing. In case a parental side reference is given, only proof of identity and relation proof shall be required. The authentic of the reference caste certificate shall be made from the Database. 4. Integration of Mobile Service Delivery Gateway - Integrating the current application to the State or National Mobile Service Delivery Gateway shall increase the citizen inclusion and capacity many folds. Both push and pull strategies can be leveraged to provide information to the applicants. Domicile Certificate 1. Inclusion of Police Enquiry in the application: The Police enquiry is done in the current application in an offline mode. Inclusion of police stakeholders at all levels involved in the enquiry process into the e-district application shall improve the process further. Inclusion of police in the e- District application shall lead to reduction in service delivery time and also increase accountability and transparency. The application shall calculate the date and time of the enquiry based on the number of applications pending for enquiry at SPDIB. An intimation can be sent to the Citizen through the portal or via /post mentioning the date and time of the enquiry. The applicant shall make it convenient for SPDIB to conduct the enquiry based on the information obtained by the application. This shall reduce the time taken for enquiry. 2. Hard copies of Supporting Documents No hardcopies of original documents shall be required for record keeping for the concerned offices. PwC 62

63 3. Integration of Mobile Service Delivery Gateway - Integrating the current application to the State or National Mobile Service Delivery Gateway shall increase the citizen inclusion and capacity many folds. Both push and pull strategies can be leveraged to provide information to the applicants Capacity Building Capacity building initiatives would help to improve the competencies of the people and departments that would participate in the implementation of the e-district project. It is thus a means to an end, enabling to develop and sustain particular programs, or an end in itself, where the purpose is to enable to have greater capacity to solve challenges by empowering the end-user Change Management Any change in the work culture through the induction of ICT and Process Re-engineering has direct impact on the staff handling the processes. People resist change for a number of reasons and it is important to build human capacities in terms of necessary knowledge and skills to initiate, implement and sustain e-government initiatives such as e-district. Particularly, e- District project requires building capacities at the grass-root level of Government administration for successful implementation. While the detailed Capacity Building & Change Management plan is proposed to be developed during Phase II of e-district project conceptualization and development based on detailed assessment of grass-root level issues, this section captures the key training requirements for various government organizations and resources related to the identified services Organization structure The organization chart of the e-district Project and the individual organizations associated with it and other Departments in the state are highlighted in the following sub-sections Table E: Roles and Responsibilities Position Roles and Responsibilities Location Project Implementation Unit Project Management Consultant Implementation Agency PeMT District e-governance Society (DeGS) As Is and best practice study, BPR, To be system study, preparation of RFP, bid process management, training and capacity building, project management Hardware and Network installation, Application development, deployment and testing, application training, Operations and Maintenance, Trouble Shooting, Server Management, Database Management. Selection of Project Management Consultant, training and capacity building, monitoring and evaluation, change management, project management, budgeting and fund allocation Proper Implementation of the project in the Districts, proper propagation of the awareness campaigns. Kolkata Kolkata Kolkata District Headquarters PwC 63

64 Position Roles and Responsibilities Location Line Department Department personnel Ownership and implementation Kolkata Training Strategy Change Implementation Plan There shall be a dedicated committee of senior officers from various entities to drive the change management initiatives. The change management committee would be responsible for oversight of all change management activities to be carried out in the e-district Project. Since the exact To-Be processes can be arrived at only after the selection of the vendor and product, the exact change impacts can be fully ascertained only after completion of Business Process Reengineering Capacity Building Due to rising expectations of citizens and increased complexity of regulations, the employees of the Government Departments are faced with unprecedented change and challenge to work in innovative ways. In this context e-governance has offered a new opportunity to these institutions to transform itself into an organization in line with the needs and expectation of the Government today. Gone or the days when resolution of a basic MIS data was expected to take weeks. In today s world, all information is positioned to be just a click away. Any other way, the system is simply outdated. However, as evident from the field study, due to complexity of issues and multi-stakeholder involvement, implementing e-district Project is no doubt going to be a huge task for IT Department. The new system therefore is poised to usher in a new phase of electronic governance, and bring in a lot more transparency into the system. The new system will also open up a gateway of vast opportunities for Government Departments. Seamless flow of information, online coordination among various agencies will create a new ecosystem that will promote efficiency within the Government Department units. The scale of transformation is therefore huge. However what it requires in terms of resource is not just money, but also lots of expertise, special skills and commitment of the people involved. It will call for a well-funded and organized capacity building programme. It assumes great significance as a good framework may be undercut, if the personnel lack training, orientation, or motivation; or if there is a lack of leadership commitment. Therefore, sincerely motivated personnel can exercise their technological skills to the highest level through continuous innovation. They need to be equipped with new skills that would enable them to work efficiently and get prepared to take risks. Special focus has to be given to behavioural skills like inter-personal skills, participatory leadership, team building and motivation. Table 17: Study of Change Management Sl No. Sub Activity, if any Issuance of Government Order 1 Issue of enabling Government Orders as applicable (not issued in Pilot Phase or amendments to already issued Government Orders Estimated Time frame Estimated Cost (in Lakhs) 15 days Formation of DeGS 2 Constitution and Registration of the District e-governance Societies which will drive the change management at the district level. Ongoing PwC 64

65 Awareness & Communication 3 Generating Awareness & communication about the project at the State Level and at the District Level Spread across 4 years 21.6 Training of Stakeholders 4 Training of all the stakeholders for basic computer and application use. Spread across 2 years Helpdesk/Application Support 5 Support on issues like downtime of IT infrastructure, Operational issues. Over a period of 3 years Key Components of Training Table G: Training Components Training Modules No. of Description Days per module What is e-governance, its Goals & Challenges E-Governance & e-district E-Governance Vs Computerization. Induction Programme 0.5 National e-governance Plan (NeGP). E-District Vision, Objectives, Scope. IT Training (Basic computer training) 3.5 Fundamentals of PC & its components Usage of PC, OS, Internet & Mail MS-Office Fundamentals of Network ( LAN & WAN) Application & Data Security, Backup etc Application Software Training 2.5 Application functions & services Accessing the Application Software User Authentication Processing the Transactions Generation and Printing of Reports Using digital signature etc 0.5 Change Interventions & Challenges PwC 65

66 Change Management Change Management Approach Roles & Responsibilities TOTAL Assessment of Gap Infrastructure There is no IT Infrastructure present at the District level for the service envisaged under West Bengal e-district. PwC 66

67 To-be Scenario: Based on the understanding of requirements for various services for the Pilot Project Implementation in the State, the following hardware requirements across the districts are envisaged. Table 19A: To- Be scenario District wise District Name Bardhaman Birbhum Cooch Behar Darjeeling East Midnapore (Purba Medinipur) Hooghly Howrah Malda Murshidabad Nadia North 24 Parganas (Uttar 24 Parganas) North Dinajpur (Uttar Dinajpur) Purulia South 24 Parganas (Dakshin 24 Parganas) South Dinajpur (Dakshin Dinajpur) West Midnapore (Paschim Medinipur Jalpaiguri Bankura Total No of DHQ No of SDHQ No of BHQ Desktop Anti Virus Network Printer/Scanner/Fax Scanner Desktop Printer Web Camera UPS 650 VA KVA Genset port Switch U Rack U Rack LL Modem Pair PwC 67

68 Table 19I: To Be Scenario for servers at SDC Toal Cost (lakhs) Description Quantity Cost (lakhs) Servers Hardware Application Server Database Server Web Server Staging Server Backup Server Security, IDM Server Anti Virus Server System Software Server OS RDBMS (Enterprise) Help-Desk Management Tool Total AS IS from table 19 GAP IT Table 20: Work of Data Digitization: Number of Records to be digitized (Approximate) Sl No. Name of the District Service 1 Number of Records 1 Darjeeling Caste Certificate Domicile Certificate 467 Income Pensioner's 5761 database(old age, widow, disability) Revenue Courts Ration Card Fire Arms License 4705 EM-I EM-II EC cum RC Subsidy PMEGP RTI 143 Grievance 423 Sl No. 2 Name of the District Service 1 Number of Records Paschim medinipur Caste Certificate PwC 68

69 Domicile Certificate Income Certificate 1066 Pensioner's database(old age, widow, disability) Revenue court 4705 Ration Cards Fire Arm License 9044 EM-I EM-II EC cum RC Subsidy PMEGP 2060 RTI 1416 Grievance 501 Sl No. Name of the District Service Number of Records Caste Certificate Domicile Certificate North 24 Parganas Income Certificate Pensioner's database(old age, widow, disability) Revenue court Ration Cards Fire Arm License 5526 EM-I 4937 EM-II 8318 EC cum RC 96 Subsidy 111 PMEGP 2179 RTI 4000 Grievance Sl No. Name of the District Service Number of Records 4 Murshidabad Caste Certificate PwC 69

70 Domicile Certificate Income Certificate Pensioner's database(old age, widow, disability) Revenue Courts Ration Cards Fire Arms License 5672 EM-I EM-II EC cum RC Subsidy PMEGP RTI 25 Grievance Sl No. Name of the District Service Number of Records Caste Certificate Domicile Certificate Burdwan Income Certificate Pensioner's database(old age, widow, disability) Revenue Courts Ration cards Fire Arm License 8547 EM-I 2738 EM-II 1942 EC cum RC Subsidy 113 PMEGP 27 RTI 241 Grievance 864 Sl No. Name of the District Services Number of Records 6 Malda Caste Certificate Domicile Certificate 7478 PwC 70

71 Income Certificate 1500 Pensioner's database(old age, widow, disability) Revenue court 62 Ration Cards Fire Arm License 4254 EM-I 1591 EM-II 642 EC cum RC 214 Subsidy 2610 PMEGP 722 RTI 331 Grievance 1355 Sl No. 7 Name of the District Dakhin Dinajpur Services Number of Records Caste Certificate 9913 Domicile Certificate 7000 Income Certificate 216 Pensioner's database(old age, widow, disability) Revenue court 7 Ration Cards Fire Arm License 156 EM-I EM-II 145 EC cum RC 4 Subsidy 239 PMEGP 294 RTI 4 Grievance 48 Sl No. Name of the District Service Number of Records Caste Certificate 40% to be digitized 8 Hooghly Domicile Certificate Income Certificate 100% to be digitized PwC 71

72 Pensioner's database(old age, widow, disability) Revenue court Ration Cards Fire Arm License EM-I EM-II EC cum RC Subsidy PMEGP RTI Grievance 100% to be digitized 60% to be digitized 100% to be digitized 60% to be digitized 100% to be digitized 100% to be digitized 100% to be digitized 100% to be digitized 100% to be digitized 100% to be digitized 100% to be digitized Sl No. Name of the District Service Number of Records Caste Certificate 9600 Domicile Certificate 9 Uttar Dinajpur Income Certificate Pensioner's database(old age, widow, disability) 4520 Revenue court Ration Cards Fire Arm License EM-I 1724 EM-II 1047 EC cum RC 34 Subsidy 142 PMEGP 139 RTI Grievance PwC 72

73 Sl No. Name of the District Service Number of Records Caste Certificate 100 % to be digitized Domicile Certificate 100 % to be digitized Income Certificate 100 % to be digitized Pensioner's database(old age, widow, disability) 125 Revenue court 100% to be digitized 10 Cooch Behar Ration Cards Fire Arm License 100 % to be digitized EM-I 1799 EM-II 1299 EC cum RC 4 Subsidy 100 % to be digitized PMEGP 331 RTI Grievance 100 % to be digitized 100 % to be digitized Sl No. Name of the District Service Number of Records Caste Certificate Domicile Certificate Purulia Income Certificate 740 Pensioner's database(old age, widow, disability) Revenue court 980 Ration Cards Fire Arm License 4550 EM-I 1739 EM-II 1280 EC cum RC 4654 Subsidy 57 PMEGP 753 RTI 338 Grievance 1238 PwC 73

74 Sl No. Name of the District Service Number of Records Caste Certificate Domicile Certificate 12 Purba Mednipore Income Certificate Pensioner's database(old age, 7046 widow, disability) Revenue court Ration Cards Fire Arm License 2240 EM-I 5673 EM-II 2825 EC cum RC 85 Subsidy 81 PMEGP 1100 RTI 745 Grievance 250 Sl No. 13 Name of the District South 24 Parganas Service Number of Records Caste Certificate Domicile Certificate 174 Income Certificate 286 Pensioner's database(old age, widow, disability) Revenue court 238 Ration Cards Fire Arm License 5464 EM-I 2208 EM-II 7211 EC cum RC Subsidy PMEGP RTI 462 Grievance 1100 PwC 74

75 Sl No. Name of the District Service Number of Records Caste Certificate Domicile Certificate Nadia Income Certificate 2537 Pensioner's database(old age, widow, disability) Revenue court Ration Cards Fire Arm License 2365 EM-I 2703 EM-II 2097 EC cum RC 28 Subsidy 20 PMEGP 408 RTI 462 Grievance 1100 Sl No. Name of the District Service Number of Records Caste Certificate Domicile Certificate Birbhum Income Certificate Pensioner's database(old age, widow, disability) 6883 Revenue court Ration Cards Fire Arm License 4507 EM-I 374 EM-II EC cum RC Subsidy PMEGP RTI 768 Grievance 307 PwC 75

76 Sl No. Name of the District Service Number of Records Caste Certificate Domicile Certificate 16 Howrah Income Certificate Pensioner's database(old age, widow, disability) Revenue court Ration Cards Fire Arm License EM-I EM-II EC cum RC Subsidy PMEGP RTI Grievance PwC 76

77 Table 21: Work of Training Name of the District No of officers to be trained Please describe number of days in each batch and total number of batches in each district Bardhaman batches of 25 members or less will be done in accordance to Table 17 Birbhum batches of 25 members or less will be done in accordance to Table 17 Cooch Behar batches of 25 members or less will be done in accordance to Table 17 Darjeeling batches of 25 members or less will be done in accordance to Table 17 East Midnapore (Purba Medinipur) batches of 25 members or less will be done in accordance to Table 17 Hooghly batches of 25 members or less will be done in accordance to Table 17 Howrah batches of 25 members or less will be done in accordance to Table 17 Malda batches of 25 members or less will be done in accordance to Table 17 Murshidabad batches of 25 members or less will be done in accordance to Table 17 Nadia batches of 25 members or less will be done in accordance to Table 17 North 24 Parganas batches of 25 members or less will be done in accordance to Table 17 North Dinajpur batches of 25 members or less will be done in accordance to Table 17 Purulia batches of 25 members or less will be done in accordance to Table 17 South 24 Parganas batches of 25 members or less will be done in accordance to Table 17 South Dinajpur batches of 25 members or less will be done in accordance to Table 17 West Midnapore batches of 25 members or less will be done in accordance to Table 17 Jalpaiguri 12 1 batch of 12 members or less will be done in accordance to Table 17 Bankura 12 batch of 25 members or less will be done in accordance to Table 17 Total 6020 PwC 77

78 4.6. e-district West Bengal 4.7. Existing Solution The existing solution which follows a Modular Architecture for application submission, application processing and delivery under the e-district project is shown in the diagram below: PwC 78

79 Architecture Framework & Standards including overall approach adopted A service oriented architecture based approach has been adopted for developing the framework for e-district to introduce flexibility in the service delivery mechanism. This architecture decouples the core administration, decision making and each aspect of the service delivery mechanism into distinct components. From the above schematic process diagram, we can see that the main components for the existing approach may be loosely listed as below: The customer centric elements include the following service components: Information Form availability Application receipt Payment Status Delivery / collection The Department centric element includes the following service components: Verification (physical and non physical) Rejection Approval Monitoring Workflow PwC 79

80 Benefits of Modular Approach Advantages of proposed service component based architecture: Decouples the services from the Core Administration allowing the service delivery mechanisms to incorporate changes without triggering changes in Core Processes and the District Administration. This helps in using the same components for services added subsequently. Introduces one comprehensive data repository ensuring : o Reduced duplication of effort o Removal of redundancy from the processes o Cross verification of information o Easy access to inter-departmental data o Reduced requirements for verification Facilitates independent focus on Core Administration and the Services introducing the following features in the administration organization : o Scope for innovations o Reform friendly Network Architecture West Bengal SWAN is being used extensively in this project. The existing Network Architecture of the application is shown below:. Secretariat / DC Office WB SWAN DR Site Security Data Center Router Firewall Route Firewal Firewal Route Departments Firewal Portal Portal Route Sub Divisional Offices Router/ Block Offices Citizen Citizen Service Centres PwC 80

81 Screenshots of the e-district Application The following are the screenshot of various screens of West Bengal e-district: Home page of e-district Application/Common Log-in page for Citizen/CSC & Kiosk Operator/Govt. Officers PwC 81

82 Welcome page for CSC/Kiosk Operator: PwC 82

83 Service Category and Sub-Category: PwC 83

84 Application Form for Domicile Certificate: PwC 84

85 Filled-up Application Form by the Citizen: PwC 85

86 Submission of Application Form: PwC 86

87 Application Receipt will be generated after submission of online application form (Unique Token ID for status tracking): PwC 87

88 Status tracking feature in e-district Application: PwC 88

89 Common Log-in page for SDO: PwC 89

90 Application Welcome page for SDO: PwC 90

91 Work-List of SDO for checking Applications: PwC 91

92 Checking filled-up on-line Application form: PwC 92

93 Send to Citizen features for citizen communication, Approve for approving the application form, Reject for rejection of application form, Forward for forwarding the application to other Govt. Officers and Worklist for checking the Woklist items: PwC 93

94 Citizen view, showing the current status of application is Approved : PwC 94

95 Approved Certificate will be available under Delivery Module for printing: PwC 95

96 Screen-shot of an Original Domicile Certificate (Digitally Signed by SDO, Bankura Subdivision): Upper part of the Certificate: Lower part of the Certificate: PwC 96

97 Full view of a Domicile Certificate (Digitally signed by SDO, Bankura Subdivision): PwC 97

98 PwC 98

99 Conformance to security standards on data, network, software The e-district applications shall be hosted at the SDC (State Data Centre). It will be accessed by citizens, businesses through the internet and from CSCs via the intranet. The solution at the CSCs should have the capability to work in both online as well as offline mode ensuring that citizens can continue with their transactions irrespective of the connectivity with the data centre or the connectivity of the data centre with the central server. The existing e-district application has undergone STQC testing. STQC has undertaken a rigorous testing of the application from a functional and non-functional perspective. The functional testing has confirmed the application workflow and process and the non-functional testing has confirmed that the application is scalable for up scaling the application for rollout, maintains interoperability standards, adhere to all the security protocol and confers to usability and maintainability standards. The indicative physical deployment view including the network components are illustrated below: The e-district Data Centre Architecture needs to be a multi-layer architecture and designed to adhere to the industry standards like XML and is optimized for hosting e-district application. The e-district Data Centre design is logically divided as per server functionality. The Data Centre implements various aspects in Server Management like remote management, patch management and security policies. The e-district Data Centre is the core of the e-district infrastructure. This is used to house the main servers. These servers are to be protected from the other zones by firewalls. The e- District data Centre connects to back-end departments and citizen centres for transactions on one side and on the other side to the Internet for online information and transaction services Conformance to technological standards on interconnectivity and inter-operability: Interconnection refers to the establishment of electronic linkages between service providers so that they can exchange traffic. It is the physical and logical linking of telecommunications networks used by the same or different service providers in order to allow the users on one service provider s network to communicate with the users on the same or another service provider s networks, or to access services provided by another undertaking. It comprises the commercial and technical arrangements under which service providers connect their equipment, networks and services to enable customers of one service provider to have access to the customers, services and networks of other service providers. "The technical aspects of Interconnection" relate to the provision of physical facilities to enable two networks to communicate with each other and transfer intelligence seamlessly across their boundaries. Interconnecting networks need to closely cooperate on technical issues to ensure inter-operability, particularly in technical matters. PwC 99

100 Through interconnection, users can achieve interoperability of their applications. Interoperability is the ability of two or more systems to work in concert with one another to achieve a predictable result. It is the ability of diverse systems made by different vendors to communicate with each other so that users do not have to make major adjustments to account for differences in products or services. Interoperability calls for compatibility among systems at specified levels of interaction, including physical compatibility. It allows heterogeneity of technologies while allowing users to work together. The difficulty of interoperability with respect to interconnection is that different interconnection architectures may affect interoperability differently. The proposed e-district technological architecture will adhere to technological standards on interconnectivity and inter-operability and will facilitate interface with other MMPs, UID, e form and SSDG. Also the e-district solution is Public Awareness Campaign, Citizen Feedback Mechanism and Post Implementation Assessment Public awareness campaign: To educate the citizens that they could avail online services in the District, Sub Divisional and block offices, and special campaigns needs to be organised. The modus operandi will be to demonstrate the e-services in a public place such as marriage hall or public ground, in order to show the merits and use of the services to the general public. Through advertisement and publicity the citizens are to be requested to come to the campaign centre to avail of the online services. The promise should be that the services would be provided within the shortest period of time, including enquiry time, if any and no paper based register would be used in the whole exercise. Citizen Feedback Mechanism: If good governance requires an inclusive public space based on informed dialogue and debate, a positive relationship between communication and governance seems plausible. Contributions to government responsiveness are considered by analysing whether formal citizen feedback mechanisms lead to improved service delivery. The use of citizen score cards as a formal means of communication led to significant improvements in governance and public service delivery in many places in India. Enabling factors also played a role, including the willingness of citizens to take part in civic activism, the engagement of local authorities and the avoidance of elite capture. Citizen Report Cards are participatory surveys that may provide quantitative and qualitative feedback on user perceptions on the quality, adequacy and efficiency of Government services. Citizen report cards are not just survey data it is not just a data collection exercise but is more an instrument to extract public accountability through the extensive media coverage and civil society advocacy that accompanies the process. Citizen engagement framework as defined by Department of Information Technology, GoI shall also be used to engage Citizen for availing feedback and information. Various ways for Citizen Engagement like Information Sharing, Consultation, Joint Assessment, Shared Decision making and Collaboration etc shall be used for the same. A baseline study shall also be undertaken to ascertain the current scenario of the services and Citizen perception of it so that the same can be used as baseline data. The benefit of communication is most evident when the basic preconditions for democracy and/or good governance exist - when there are established mechanisms for holding government to account, for example, and when the government is prepared to listen. Post Implementation Assessment: Post Implementation Assessment is an evaluation process that grew out of the review of asset performance. These asset reviews determined the suitability of the asset to the required task and whether they could be improved to provide better value and performance. The same generic process can be used to review any project to ensure improvement in future outcomes. The process can be used to review the development of an asset strategy, a maintenance plan, a construction project or an asset procurement. The Post Implementation Assessment process has two components: the Post Completion Review (PCR) A PCR asks whether the process achieved what was asked for. the Post Implementation Review (PIR) A PIR asks whether the process achieved what was needed. PwC 100

101 The PCR is intended to systematically and rigorously compare the actual performance of a project output with the stated objectives of the original project brief. The PCR process aims to identify ways in which future project concept, design, development and implementation can be improved. The PIR process is designed to collect and utilise knowledge learned from project concept through to design, development and implementation. The review focuses on how well the project outcomes match the required performance. In the case of an asset review, the required performance would be the optimum support of an agency s service outcomes Estimated time frame of e-district Table 22: Estimated time frame and costs Description Estimated Estimated Costs Time Frame Involved DPR Preparation 30 0 Submission of DPR 15 - Approval of DPR by DIT, GoI 15 - Any comments Appointment of Project 30 - Consultants Current State Assessment 60 0 Study BPR & Gap Assessment 30 0 Issue of Government Orders 15 - Data Migration & Digitization Plan Training & Change Management Plan Functional Requirement Specifications (FRS) Scope of works of customised application for non pilot States (parallel to above) (parallel to above) RFP preparation and approval 75 0 Selection of System Integrator (SI) Software Requirement Specification (SRS) Customisation and Development of Software Application User Acceptance Testing of e- District application Third party application audit by STQC Hardware procurement & Commissioning (In parallel) PwC 101

102 Site preparation for e-district project Completion of Training & Change Management activities 90 (In parallel) (In parallel) - Digitization of Historical data 60 (In parallel) 800 Deployment of e-district application at SDC Go-Live of e-district application Constitution of Joint Entity for (O&M) of e-district project 30 (In parallel) (In parallel to above) Project handover from Project Consultant to Joint Entity 30 (In parallel to above) - Citizen Satisfaction Survey 1 Post Go-Live project assessment Citizen Satisfaction Survey 2 Project closure report from State Government to DIT 30 (In parallel to above) (In parallel to above) 30 (In parallel to above) Disclaimer: The estimated time frame for all the activities of the project as mentioned above have been considered as per the Guidelines for National Roll-Out, DIT, Government of India Service Levels and Measurement Service Level Agreement (SLA) is the agreement between the state implementation committee and the implementation agency bidding for the project. State Implementation committee would monitor the compliance of the SLA at every state level review meeting. SLA defines the responsibility of the System Integrator (SI) in ensuring the performance of the e-district Project based on the agreed Performance Indicators as detailed in the Agreement. This section defines various Service Level Indicators for e-district Project, which can be considered by the State in the Service Level Agreement with operator. A complete Service Level Agreement will be made with the successful bidder at the time of signing the contract Measurement of SLA The Measurement of SLA parameters shall be decided by tenderer jointly with the district implementation committee. Successful bidder should provide necessary monitoring software like EMS for SLA Monitoring of Servers, Network, Application performance and ITIL based facility management. The followings must be reported through the SLA Monitoring tool. Availability of all the IT infrastructure and network equipments Complete details including the resolution time of all call logged at Helpdesk Proper call monitoring process Progress reports, MIS reports from Helpdesk Details of change requests PwC 102

103 SLA Reporting Other than the standard reports generated from EMS tool, any other customized reports required by State implementation committee has to be submitted by the selected bidder to be mutually agreed by both the parties Acceptance Testing The primary goal of Testing & Acceptance is to ensure that the project meets requirements, standards, specifications and performance prescribed by the tender Completion of any other tests/evaluation criteria that State implementation may specify. The Acceptance Tests for the Hardware and Networking Components shall involve successful supply, delivery at site, installation and commissioning of systems at all implementation locations of the district In the event of the site not being allocated by the State Government, the Implementation Agency and the State Government may mutually agree to redefine the milestones. On the successful completion of the Acceptance Test and after the Committee so constituted by the State Government to conduct the said Acceptance Tests are satisfied with the working of the system, the acceptance certificates, signed by the Implementation Agency and Authorized representative(s) of State Government. Any delay by the Implementation agency in the performance of its contracted obligations shall render the Implementation agency, liable to the imposition of appropriate penalties, unless agreed otherwise by the State Government. All components of the solution, for hardware, networking components, software and other peripherals, as the case may be, would be deemed accepted on attainment of the receipt of Site Acceptance Certificate from each Location. Any delay attributable to the Implementation agency in the Acceptance Testing shall render the Implementation agency liable to the imposition of appropriate penalties, as mentioned in the document Site Preparation Site Preparation is a integral part of the e-district Project and is critical and consumes a lot of time. The requirements and cost estimate for Site Preparation is given in the table below: Table 23: Site Preparation Sub Activities, if any Persons/ agencies responsible Estimated Time frame 60 days Estimated cost Civil Construction SI/DeGS s appointed vendor SI/DeGS s appointed vendor SI/DeGS s appointed vendor SI/DeGS s appointed vendor SI/DeGS s appointed vendor Office Infrastructure 30 days Network Connectivity (with SWAN) Network Connectivity (Internal LAN) Electrical Connections 60 days 30 Lakhs for 16 districts 30 days 30 days Disclaimer: It has been considered that the Implementing agency and the DeGS will work together for the purpose of site preparation. PwC 103

104 4.11. Schedule for Implementation The schedule of implementation along with identification of responsibilities to be provided in table below: Table 24: Schedule of implementation Project Activities Durat ion Responsibil ity Target Date Project duration Year 1 Year 2 Year 3 Year 4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Submission of DPR Approval of DPR by DIT, GoI Appointment of Project Consultants Current State Assessment Study BPR & Gap Assessment Issue of Government Orders Data Migration & Digitization Plan Training & Change Management Plan Consultant DIT, GoI 15 State Government 45 Consultant 45 Consultant 60 State Government 30 Consultant 30 Consultant M 1 M 2 M 3 M 4 M 5 M 6 M 7 M 8 M 9 M 1 0 M 1 1 M 1 2 M 1 3 M 1 4 M 1 5 M 1 6 M 1 7 M 1 8 M 1 9 M 2 0 M 2 1 M 2 2 M 2 3 M 2 4 M 2 5 M 2 6 M 2 7 M 2 8 M 2 9 M 3 0 M 3 1 M 3 2 M 3 3 M 3 4 M 3 5 M 3 6 PwC 104

105 Functional Requirement Specifications (FRS) Scope of works of customised application for pilot States RFP preparation and approval Selection of System Integrator Software Requirement Specification (SRS) Customisation and Development of Software Application User Acceptance Testing of e- District application Third party application audit by STQC Hardware procurement & Commissionin g Site preparation 60 Consultant 40 Consultant 75 Consultant 60 State Government 75 SI 90 SI 60 SI 45 STQC 150 SI 150 SI PwC 105

106 for e-district project Completion of Training & Change Management activities Digitization of Historical data Deployment of e-district application at SDC Go-Live of e- District application Start of Operation & Maintenance Support Citizen Satisfaction Survey 1 Post Go-Live project assessment Citizen Satisfaction Survey 2 Project closure report from State Government to DIT 50 SI 90 SI 30 SI 30 SI till 4th year SI 30 Consultant 45 Consultant 30 Consultant 45 Consultant Disclaimer: The estimated time frame for all the activities of the project as mentioned above have been considered as per the Guidelines for National Roll- Out, DIT, Government of India PwC 106

107 4.12. Risk Management The e-district project is surrounded with typical risks/issues, which are applicable to any software development and implementation projects. Such risks need to be addressed through appropriate project management techniques throughout the development lifecycle. However, this section highlights the issues/risks that might arise during the project implementation, which are very specific to e-district project along with indicative mitigation measures. However, the detailed risk mitigation plan shall be prepared during the project development stage. The risks should be adequately managed through a detailed risk mitigation plan developed and implemented during project development stage supported by a concrete project monitoring & management methodology for ensuring overall success of the project. Table 25: Risks analysis Assumptions Impact Probability Low Medium High SWAN connectivity status Delays from SWAN implementation Agencies (both SWAN & e-district) Technical issues in Integration with SWAN & CSC. Ownership not inculcated in respective departments Lack of ownership and participation from personnel in the departments Lack of awareness building on objectives, benefits, timelines and measures for non responsiveness / coordination Reluctance to accept change Lack of interest from the participating personnel Frequent change in key project personnel Government transfers/promotions PwC 107

108 Lack of awareness building in stakeholders including citizens Poor up-take of the services/ project Infeasible or impractical process reforms Adoption of services at the CSC by its operator Technical issues such as availability of services etc. Improper revenue/business model PwC 108

109 Table 26: Measures for risk mitigation Stage Risk Risk Probabi lity Mitigation Plan Risk: SWAN connectivity status, delay or failure of SWAN implementation. To plan alternative mechanism for network connectivity in case of delays/failures in SWAN implementation. Entire Project Effect : Delay in Go-Live of the Project High Probable Causes: Improper planning & coordination between project implementation authorities Delays from SWAN implementation Agencies (both SWAN & e-district) Technical issues. Entire Project Entire Project Risk : Lack of ownership and participation from personnel in the departments Effect : Time & Cost overruns Required information not made available to implementation agencies/consultant Lower Acceptance to Project Probable Causes: Ownership not inculcated in respective departments Lack of understanding of benefits of the project. Lack of awareness building on objectives, benefits, timelines and measures for non responsiveness / coordination Risk : Frequent change in key project personnel Effect : Time & Cost overruns Probable Causes: Lack of interest from the participating personnel Government transfers/promotions High High Buy-in from Senior Management Identification project nodal officer from each department with responsibility for project implementation Awareness & capacity building at all related levels of department Probable linkage of project / dept success with the rewards Identification project nodal officer from each dept. with responsibility for project implementation Government directives to not totransfer the nodal officers/ project champions till project completion i.e. Maintenance of completed and proper project documentation PwC 109

110 Stage Risk Risk Probabi lity Mitigation Plan Post Implementa tion Risk : Poor up-take of the services/project Effect: Severe impact on the project objectives, time & cost Probable Causes: Lack of awareness building in stakeholders including citizens Infeasible or impractical process reforms Unrealistic Business Process Reengineering leading to lack of faith in the System Adoption of services at the CSC by its operator Technical issues such as availability Medium Adequate capacity and awareness building at all levels including citizens Design of business/revenue model to ensure service adoption in citizens and project sustenance (for implementation agency or CSC operator). Consider the practical challenges in adoption of reforms and ICT in revised processes Service Delivery Mechanism Common Service Centres (CSCs) Common Service Centers (CSCs), established with equitable geographical spread, under the CSC Scheme of the Government of India(GoI) would be the physical front ends for availing the services that are to be offered to the Citizens under e-district project. Government of West Bengal is currently implementing this scheme through a Public Private Partnership (PPP) mode. Since the Common Service Centers will be established only in rural areas, service delivery front ends, known as e-district centers, which act as single window for providing the services in urban areas, will be built at the District and Sub Division Levels. Citizen can avail the services through the e-district Centers as well. A citizen self service kiosk for citizens can be designed and placed at across the street kirana shops, 24 x 7 medical stores, etc. The kiosk can be a standard desktop computer enclosed into a kiosk enclosure along with desktop UPS and peripherals like printer, Barcode reader. The kiosk should have Internet broadband connectivity to access e-district Portal for citizens to avail of municipal services and payments of taxes. The business model for the private partner will be as follows: Charging citizens for time intervals of kiosk usage for either e-district Portal services or other services like internet browsing, documentations, etc. Charging for advertisements on the kiosk enclosure Charging for advertisements on the computer monitor Charging for printing services Charging to Business Community for training on certain operations like Online bidding for e- procurement, for applications for license renewal/lease renewals, hospitals for e- filing records for Birth and Death registration etc. Kiosk service will help the e-district Project save several Lakhs of Rupees per year on operational expenditure that are otherwise incurred. PwC 110

111 4.14. Institutional Mechanism for Project Management and Monitoring Program Management Units (PMUs) Program Management Units (PMUs) are to be set up at the National, State and District levels to enable implementation of the project in a time bound manner. a. The National Unit would be responsible for preparing the guidelines, processes and templates for the national rollout. It will also monitor implementation of the MMP, execution of which will be carried out by the State Governments or its agencies. b. The State Unit will oversee the implementation across all the districts in the State. c. The District Units will assist the Collectors/District Magistrates for the implementation of MMP and its operations & maintenance during post implementation as well. d. For overall guidance and supervision, each State will be assigned an e-district champion. The champions will be chosen from amongst retired officers who would have held positions of the level of Secretary to GoI or Chief Secretary of the State concerned. The selection will be done by DIT in consultation with the State Government concerned Composition of the Central Project e Mission Team (CPeMT) Additional Secretary (e-governance), GoI Chairman Financial Advisor or his representative DG NIC or his Representative Joint Secretary (e-governance), GoI DG STQC or his Representative Senior Director / Director, DIT in charge of SWAN, SDC, CSC, SSDG Director (e-district), DIT - Convenor Role and Responsibilities of CPeMT a. To review the financial and technical progress of the project. b. To assess the progress of work on the project and to advice the project execution team on new directions / approach and ensure its smoother progress and link-up with the work going on elsewhere in the country for full utilization of the capabilities available in the country. c. To examine specific request from State / State Nodal Agency regarding changes in sanctions and to make recommendations thereon for consideration by the Empowered Committee. d. To ensure advance action regarding completion of the project, establishment of facilities. Its utilization and transfer of know how etc. for successful replication. e. Review the deliverables of the agencies involved and amends the deliverables of required keeping in view the project objective. PwC 111

112 State Apex Committee The State Apex Committees, under the chairmanship of Chief Secretary, have already been created as per the Operational Guidelines issued by DIT vide pdf. Role and Responsibilities of State Apex Committee a. Approval on the departments and the services to be taken up under the e- District project. b. Approval on the changes required in the Departmental Processes (BPR). c. Laying down the respective duties and obligations of each entity including that of CSC/SCA in respect of each service to be made available electronically. d. Decisions on Policy matters. e. Approval on issuance of necessary government orders and notifications for enablement of e- District services through CSCs f. Ensure integration with other MMPs like NLRMP, Transport, Employment Exchange etc g. Decision on release of funds under the Scheme. h. Monthly review of the Scheme i. Address any interdepartmental issues if required. j. Overall guidance and directions for speedy implementation of the Scheme State Project e-mission Team (State PeMT) At the State level, the State Project e-mission Team (State PeMT) will oversee the implementation of the Scheme. Its composition is given hereunder: Secretary in charge of IT Department or any other Secretary designated by the Chief Secretary (Mission Leader) Representative from State Designated Agency (WBEIDC ), which is the designated agency for SDC/SWAN/SSDG/CSC. Representatives/HODs from concerned departments Representative of Finance, Planning Departments SIO from NIC Any other officer deemed fit by the Chief Secretary Role and Responsibilities of State PeMT The overall responsibilities of the PeMT are as follows: a. Overall responsibility to oversee implementation and monitoring of the Scheme b. Prioritization of departments and services for which e-district project needs to be implemented. c. Examine, review and approve the deliverables of State PMU/ Implementing agencies. d. Examine and enable the progress of implementation of BPR and Change management e. Review and approval of the RFP. f. Bid process management for selection of State PMU and Implementation Agency(ies) g. Management of Capacity Building and Training plan. h. Exercise Strategic Control as per guidelines issued by DIT ( _Outsorced_Projects_ pdf) i. Ensure Certification from STQC or its empanelled agencies before Services Go Live j. Ensure support during Operation and Maintenance period State e-mission Team (SeMT) The SeMT shall support the State PeMT in project implementation and shall build up necessary capacities to manage the project on an ongoing basis. The SeMT will appraise the projects before they are sent to DIT. They will look into issues including Strategic Control, Adherence to Standards, Security Issues and leveraging of e Infrastructure. PwC 112

113 Section 5: Operations and Maintenance Phase Suitability of a PPP Model in the context of e-district Sl No. Service/ sub service Table 28: Projected Revenue Average Transactions per year Growth Rate per year Revenue in next 5 years-year wise Year Year percent Year percent Year percent Year percent The revenue generation envisaged shall cater to the requirement of operating expenditure leading to self sustainability of the project during and after the funding from DIT. NOTE: The above table is an indicative one which aims to calculate the progressively increase in revenue earned by the Government in the next 5 years. The figures below have been taken into consideration while calculating the revenue. The average number of transactions per year has been calculated as the product of the number of CSCs, the average number of transactions per day and the number of working days in a year. The revenue earned in a year is the product of the number of transactions per year and the revenue earned per transaction. The revenue earned per transaction has been considered to be INR 5/-. Number of CSCs 5211 Average number of transactions per day 2 Number of working days in year 280 Government Revenue per transaction 5 PwC 113

114 'This report has been prepared for Department of Information Technology. Government of West Bengal in accordance with the terms of the work order number dated 24 th August 2008 and for no other purpose. We do not accept or assume any liability or duty of care for any other purpose or to any other person to whom this report is shown or into whose hands it may come save where expressly agreed by our prior consent in writing.' PricewaterhouseCoopers 2011 PwC. All rights reserved. PwC, a registered trademark, refers to PricewaterhouseCoopers Private Limited (a limited company in India) or, as the context requires, other member firms of PricewaterhouseCoopers International Limited, each of which is a separate and independent legal entity. PwC 114