A Survey and e-governance Road Map 2015

e-governance initiatives in selected departments of Government of Kerala A Survey and e-governance Road Map 2015 Sulfikhar S. & Jayan K. Project Report Submitted in partial fulfillment for the award of the Post Graduate Diploma in e-governance Indian Institute of Information Technology and Management -Kerala IIITM-K Building, Technopark Trivandrum-695 581 2013

DECLARATION We, Sulfikhar S and Jayan K. hereby declare that the project report titled e-governance initiatives in selected departments of Government of Kerala A Survey and e-governance Road Map 2015 has been done by us under the supervision of Mr. Jayachandran M.B., Head & Principal Consultant, SeMT Kerala and under the guidance of Mr. Krishnakumar K. And Dr. Prof. Rajasree M.S., Director, IIITM-K, Thiruvananthapuram. We also declare that this report had not been submitted by us, as fully or partially, for the award of any degree or diploma earlier. Thiruvananthapuram Sulfikhar S. Register No. 12650020 29-06-2013 Jayan K. Register No. 12650008

CERTIFICATE This is to certify that the Project work titled e-governance initiatives in selected departments of Government of Kerala A survey and e-governance Road Map 2015 is an original work of Shri. Sulfikhar S. whose Register Number is 12650020 and Shri. Jayan K. whose Register Number is 12650008 under our guidance at State e-governance Mission Team during the period from 03.05.2013 to 29.06.2013 and is being submitted in partial fulfillment for the award of Post Graduate Diploma in e-governance of Indian Institute of Information Technology and Management Kerala (IIITM K) and Institute of Management in Government (IMG). JAYACHANDRAN M.B. KRISHNAKUMAR K. HEAD & PRINCIPAL CONSULTANT CONSULTANT (Technology Management) SeMT, KERALA SeMT, KERALA

BONAFIDE CERTIFICATE This is to certify that the Project work titled e-governance initiatives in selected departments under Government of Kerala A survey and e-governance Road Map 2015 submitted by Shri. Sulfikhar S., Register Number 12650020 and Shri. Jayan K., Register Number 12650008 for the award of Post Graduate Diploma in e-governance of IIITM-K, is the bonafide record of project work done at SeMT from 3 rd of May 2013 to 29 th of June 2013 under my (Head & Principal Consultant) supervision and guidance of Shri. Krishna Kumar K. (Consultant, Technology Management). External Guide External Guide JAYACHANDRAN M.B. KRISHNAKUMAR K. Head & Principal Cosultant Consultant (Technology Management) SeMT, Kerala SeMT, Kerala Programme Co-ordinator Md. MERAJ UDDIN Asst. Professor, IIITM K Internal Guide Dr. RAJASREE M.S. Director, IIITM K Indian Institute of Information Technology and Management Kerala IIITM K Building, Technopark Campus Thiruvananthapuram 695 581

2012 2013

ACKNOWLEDGEMENTS First and foremost we would like to express our gratitude to the great guides, both Externals and Internal from the State e-governance Mission Team (SeMT) and from the Indian Institute of Information Technology and Management Kerala (IIITM-K). Mr. Jayachandran M.B. (Head & Principal Consultant) and Mr. Krishnakumar K. (Consultant Technology Management), the external guides who motivated us from the very first minute and supported us to further develop our plans for writing our Project Report and Presentation work. Dr. M.S. Rajasree, Director of IIITM-K, the internal guide encouraged and supported us throughout this work. We are very thankful to the Principal Consultant & Head of SeMT, Mr. Jayachandran M.B. who offered us the internship at SeMT. Also his guidance, co-operation and flexibility made writing this report a reality. Furthermore we would like to express our heartfelt gratitude to Mrs. Rejeetha R. (Senior Consultant Change Management), Mr. Vinod Raj V. (Consultant Program Management), Mr. Bimal Lakhra, Mr. Sunil Devassy. Mr. Krishnan Nair and all staff members in the SeMT. We learned a lot during their lecturers and directions. Thank you for all your efforts for us. I would like to express a special acknowledgement to Mr. Merajuddin, the Co-ordinator of PGDeG course, from the Indian Institute of Information Technology and Management Kerala (IIITM-K). He gave us the assistance, support and guidance throughout the course of study and the projects both Mini Project done in outside of Kerala and the final internship at SeMT Kerala. Most appreciation goes to all the facilitators and staff members of IIITM-K. Due to their perfect teaching and organizational skills we were able to carry out our survey that was of a great value to the accomplishment of our Project Work. We also express our sincere thanks to the department heads and staff of different departments of Kerala who supported us for the successful completion of survey process. Lastly, yet indispensable in our whole being, we would like to thank our family and dear friends. Your great support and personal coaching this last year and during the last two months in particular, is greatly appreciated. Thanks for your sympathy and encouraging words.

ABSTRACT About e-governance and NeGP ICT sector is one of the fastest growing sectors in India. However, there is a need to spread the benefits of the ICT revolution to touch the everyday life of the common man in urban and rural areas and build a dynamic information infrastructure. Leveraging ICT, there are huge potentials for improvement of the internal efficiency of the public sector and the delivery of public services to citizens in a sustainable manner. e-governance is the transformation of Government to provide Efficient, Convenient and Transparent services to the Citizens and Businesses through Information and Communication Technologies. e-governance projects are easier to implement, no or minimal legal changes, provides easier status updates, real time MIS, anytime/anywhere services, online e-forms and file management systems. The Government of India has been taking major initiatives for ushering in ICT to significantly reengineer the work system for achieving good governance goals. Department of Electronics and Information Technology DeitY, Government of India has introduced the National e-governance Plan (NeGP) in 2006 for improving the quality of basic governance. The ultimate objective of NeGP is to bring public services available at the doorstep of the citizens. Kerala Government e-government interest and PGDeG course Kerala is an IT friendly State and started its department centric projects in the late 1990s as part of the computerization and e-literacy. Kerala is one step advance in e-governance than many other States of the Country. Kerala is always in the forefront in setting up of the necessary infrastructure and innovative ideas for implementing e-governance. Kerala is the first state having two Data Centres exclusively for e-governance applications. We have already established connectivity up to block levels and

around 3000 offices have been interconnected through the Kerala State Wide Area Network (KSWAN) project and also the implementation of Optical Fibre Connectivity till the Panchayat level is in progress. Now, with the core infrastructure components well primed, our focus is on the services that can be delivered to the citizens in the most efficient possible manner so that the citizens can avail all the services without visiting the Government offices. Implementation of 14 NeGP Mission Mode Projects are at its various stages of execution in the state as shown below Kerala is the first State by taking the vision of NeGP to start a post graduate diploma course in e-governance and included highly qualified government officials as part of its capacity building. For the need and deed of the Governance with the help of ICT, the government of Kerala also decided to include various technology peoples from the corporate sectors, public sector undertakings and the open candidates who are highly qualified. In many ways, Kerala is unique among the other States of India. Human Development Index comparable to developed countries, internet connectivity in the nook and corner of the state and 100% mobile penetration are the few unique features of our state which makes the state conducive to achieve this Government s vision of transforming our state to a Digital Society. The present number of mobile connections in Kerala is 3.5 crores while our population is only 3.3 crores, which is less than the mobile connections. In every year more than 4 lakhs students complete schooling with IT knowledge and skills. The digital awareness among the young generation in our state today comes from very early age of their lives and hence there is an urgent need to be ready for the kind of services they would expect from the government. There is 100% literacy in Kerala. Now our endeavor is to accomplish 100% digital literacy and with the kind of available infrastructure, resources and connectivity, Kerala can be a total digital society in the very near future itself.

The advances in information and communication technologies including the internet & mobile provide opportunities to transform the relationship between governments and citizens in new ways that contribute to the attainment of citizen centric governance. Transformation of our Government System can happen and Kerala will become 100% digital soon. Every department has to move in this direction so that the upcoming society can completely forget about the manual system and avail the services only through digital media like internet and mobiles. There are a plenty of successful e-governance initiatives in Kerala. The transformation of Akshaya recently is one of the best examples. The Akshaya centres started more than 10 years back in every Panchayat of this state to provide e-literacy to its citizens, is now providing various G2C, G2G, and G2B services. Akshaya is an instrument in rural empowerment and economic development of the state. The project is a catalyst in creating massive economic growth and creation of direct and indirect employment in the State by focusing on the various facts of e- learning, e-transaction, e-governance etc., AADHAAR enrolment in the state has reached the figure of 2.9 crores and within a few months, Kerala would be the first state in the country to become 100% AADHAAR enrolled state. The e-district is yet another successful e-governance initiative of the state. The Project started with Pilot implementation in Kannur and Palakkad districts and rolled out to the whole districts of Kerala State by March 2013 issues digitally signed certificates. The Government has initiated a single window system - State Portal & SSDG (State Service Delivery Gateway) project which aims delivery of services to the citizens seamlessly through an integrated e-governance Framework. The Crime and Criminal Tracking Network System (CCTNS) in Police department, Bhoorekha Project of Revenue & Land records, Health Mission Mode Project, State Resident Data Hub and the Integrated Treasury Management System are in the implementation phase. The Commercial Taxes Department has created an impression nationwide by facilitating and mandating e-filing of VAT returns with online payment of taxes. Though Kerala is in the forefront of implementation of many e-governance projects in the country, there is still a long way to achieve our vision of Digital Society. Through e-governance and m-governance projects in the State, the Government can deliver services through internet and mobile phones to its citizens without visiting Government Offices and without identifying the departments from where the citizen can avail the specific service. Post Graduate Diploma in e-governance is a two semester professional course conducted jointly by the Institute of Management in Government (IMG) and the Indian Institute of Information Technology and Management Kerala (IIITM-K) for the capacity building of the State Government, Kerala. As part of the final award of course certificate, the students have to undergo an internship / project study in any organization which is closely associated with the implementation of e- Governance projects. About the Project The objective of the project is to conduct a survey on the various e-governance initiatives of selected departments under the Government of Kerala and to suggest a roadmap for the improvement of present and future service delivery through e-governance.

Kerala is an aspiring leader in the field of e-governance and one of the first states in India which used ICT in Government functions in late Nineties. Even though Kerala is a forerunner in the field of e-governance, most of the projects are isolated and most of them are departmental initiatives. The Government does not have any idea about the various projects initiated by different departments and facing problems to integrate all these e-governance projects to be useful to the State. e-governance initiatives of various departments under Government of Kerala A survey and e- Governance Road Map 2015 is a Project Study that focuses on analysing the present status of the various e-governance initiatives undertaken by Government of Kerala and to find out the factors which persuaded the success and failures. It also aims to develop a new Road Map for the future initiatives of Kerala e-governance. Kerala is one of the leading states in India, that was effectively explored the potential of ICT in Governance, so that 52 departments of the state are having e- Governance project in their department. Our project study was two months duration and since it is not possible to complete all the 52 department of the State, we limited our study to the 10 departments, which covers various aspects of Government Services. The e-governance Survey Project Study classified under 3 categories such as identifying departments for project study, various aspects of e-governance initiatives in the identified departments, and finally analysis and interpretation of implementation and SWOT Analysis maintenance of such projects using SWOT analysis technique. Since our project study is limited to 10 departments, selection of 10 departments covering all aspects of e-governance in terms of citizen centric point of view, projects under MMP, utility services, projects which comes under G2B, G2G and G2E was a difficult task. With the joint effort of our team, Internal Guide from IIITM-K, External Guide from SeMT and with the opinion of Principal Consultant of SeMT, we finalized our departments. In selected departments, our project study consisted of collecting basic facts such as organizational setup and identifying various initiatives undertaken by the department. In the second phase of our study, we gathered information about Service, Service Maturity and Service Paradigm, e-governance Readiness and e-governance Project Management Unit. In the third phase, evaluated the project with different criteria and interpreted with the SWOT Analysis. Finally, the outcome of the project is the Suggestions and Recommendations, SWOT Analysis report for each department and Roadmap for the department in 2015.

CONTENTS ABSTRACT... 7 About e-governance and NeGP... 7 Kerala Government e-government interest and PGDeG course... 7 About the Project... 9 CONTENTS... 11 LIST OF TABLES... 14 LIST OF FIGURES... 15 LIST OF ABBREVIATION... 16 ABOUT THE PROJECT STUDY... 17 1.1 Objective of the Project... 17 1.2 Scope and Significance of the Project... 17 1.3 Responsibilities... 18 1.4 Organization / Department Profile... 18 1.5 History of SeMT... 18 1.6 Roles and Responsibilities of SeMT in e-governance... 18 1.6.1 Program Management... 19 1.6.2 Financial Management... 19 1.6.3 Technology Management... 19 1.6.4 Change Management... 19 1.7 Commercial Taxes Department... 19 1.8 Scheduled Caste Development Department... 19 1.9 Labour Department... 20 1.10 National Employment Service Kerala... 20 1.11 Social Justice Department... 20 1.12 Kerala State Minority Welfare Department... 21 1.13 Civil Supplies Department... 21 1.14 Health & Family Welfare Department... 21 1.15 Kerala Water Authority... 21 1.16 Kerala State Electricity Board... 22 1.17 Methodology... 22 1.18 Chapterization of the Project... 22 e-governance SURVEY & ROADMAP... 23

2.1 Project Profile... 23 2.2 Department Identification... 25 2.3 Basic facts and e-governance Projects... 25 2.4 Evaluation Criteria... 25 2.4.1 Service, Service Maturity and Service Paradigm... 25 2.4.2 e-governance Application, Architecture and Business Model... 26 2.4.3 e-governance Readiness... 26 2.4.4 e-governance Project Management... 26 2.4.5 People Satisfaction and Civic Engagement... 26 2.5 SWOT Analysis in e-governance Projects... 26 2.5.1 SWOT Analysis... 26 2.5.2 Importance of SWOT analysis in management projects... 27 2.5.3 Relevance of SWOT Analysis in e-governance Projects... 27 2.6 e-governance Roadmap... 27 e-governance PROJECT CASE STUDIES WITH RECOMMENDATIONS... 28 3.1 Kerala Value Added Tax Information System... 28 3.1.1 Vision... 29 3.1.2 Mission & Objective... 29 3.1.3 Organization Structure... 29 3.1.4 Project Studied... 35 3.1.5 Major Stakeholders... 43 3.1.6 Remedies taken against the issues faced by the Department... 46 3.1.7 Inter departmental Integration... 48 3.1.8 Recommendations... 49 3.1.9 SWOT Analysis... 50 3.1.10 Action Plan for the next 2 years... 50 3.3 Labour Department... 64 3.4 National Employment Service Kerala... 73 3.5 Social Justice Department... 97 7.6 Kerala State Minority Welfare Department... 107 7.8 Health Department... 117 3.9 Kerala Water Authority... 131 7.10 Kerala State Electricity Board... 141 ANALYSIS, INTERPRETATION AND RECOMMENDATIONS... 154 4.1 SWOT Analysis of Individual Departments... 154 4.2 Finding and Suggestions... 154

4.3 Suggested Roadmap... 154 SUMMARY RECOMMENDATIONS... 155 REFERENCES / BIBLIOGRAPHY... 156 ANNEXURE... 157

LIST OF TABLES

LIST OF FIGURES

LIST OF ABBREVIATION

Chapter 1 ABOUT THE PROJECT STUDY 1.1 Objective of the Project Through the Post Graduate Diploma in e-governance course, Government of Kerala is intended to build consultants as part of its Capacity Building. Being the study of e-governance Survey, we tried to acquire knowledge about the various initiatives undertaken by the Government of Kerala through various departments for the successful implementation of governance with the help of ICT, to observe the Strength, Weakness, Opportunities and Threat of each and every department and to suggest a Roadmap in the year 2015. For the outcome of these facts, the major identified objectives are listed below: 1 Understand the present status of e-governance initiatives in various departments under Government of Kerala. 2 To classify Success and Failure projects separately with the relevant factors. 3 To identify the e-governance readiness in the respective departments. 4 To conduct a SWOT Analysis. 5 Utilization of core Infrastructure facilities developed under National e-governance Plan. 6 To give a suggestion to the department for the improvement of Service Delivery. 7 To develop a Road Map with a vision of e-governance in 2015. 1.2 Scope and Significance of the Project Practical Application of the course curriculum and freedom given by the organization is the Scope of the Project. Through e-governance Survey we got an opportunity to understand all the aspects that we learnt through Post Graduate Diploma in e-governance course, and by doing the project at SeMT, we could involve in the live project of SeMT what they have to submit before the Government of Kerala. Familiarizing on various e-governance projects and service delivery channels implemented by the departments in Kerala. Identifying and classifying the government processes and services available in the selected departments which come under the scope of the project study. Identifying the GPR process took place in each project and the legal reforms taken place. Application of various e-governance tools for analyzing the project. Measuring the service delivery level of maturity in each department and to identify the scope for the improvement. Understanding the technology architecture used and business model in various e- Governance projects. Preparation of Data Collection tools such as questionnaires, Tabular Sheet, etc.,

Conducting Interviews, Walk through, discussion with various e-governance initiators and stakeholders and project leaders. Accessing various documents such as DPR, SLA, RFA, Acceptance Test Report, Go Live Report, etc., 1.3 Responsibilities The e-governance Survey Project Study was of two months duration at State e-governance Mission Team which includes departmental visits to the selected 10 departments. Our duties and responsibilities in e-governance Survey Project Study were to identify all major e-governance projects in the 52 departments, decide the criteria for selecting the departments from among the 52 departments for the e-governance Survey. We conducted e-governance Survey by setting up of evaluation criteria, prepared questionnaires and data collection forms, departmental visits, conducted interviews and meetings with the concerned authority in the departments, conducted group discussions and decided the factors for SWOT Analysis. SWOT Analysis done with the help of collected facts obtained from the departments. By understanding all the existing facts and figures we concluded with a Roadmap. At the end of each and every week, Project Review was conducted by the Principal Consultant and the other core group members of SeMT. In such meetings the project survey activities on the current week was reviewed and suggested the corrections and recommendations for the improvement of the report. Moreover, the schedule and activities of the following week were decided. In addition to the usual review at SeMT, in each fortnight we consulted with our internal guide to assess the progress of the Survey and discussed with for the improvement of the e- Governance Survey. 1.4 Organization / Department Profile In our Project Study, SeMT and ten departments are involved. We completed our internship in the live e-governance survey project of SeMT, for suggesting a Roadmap to the selected departments of the State. 1.5 History of SeMT SeMT is established to help the line departments to implement their MMPs that are aligned with NeGP goals. SeMT will act as an internal advisory body to all mission mode departments and work closely with them to setup PeMTs (e-team), to help departments to create a department level e- Governance road map and to play advisory role to the PeMT in the areas of Program, Technology, Financial and Change management. SeMTs are set up in each State headed by a Principal Consultant / Head SeMT. There are four major functions under him / her which are Program Management, Financial Management, Technology Management and Change Management. 1.6 Roles and Responsibilities of SeMT in e-governance The SeMT composed of Head-SeMT / Principal Consultant, Senior Consultant Technology Management, Consultant Financial Management, Consultant Program Management and Consultant Technology Management which has the following responsibilities.

1.6.1 Program Management Program Management team will manage the implementation of NeGP and provide support to the State government for the implementation of NeGP in the State. 1.6.2 Financial Management Financial Management team will provide support to the State departments in establishing suitable Financial Management processes (Viability, Costing, Accounting and Budgeting & Monitoring) for the e Governance projects. This team is also responsible for providing support to the State government departments in matters related to PPP, contracts, vendor management and other related activities. 1.6.3 Technology Management Technology Management team will assist the Head SeMT and support the State departments on technological issues related to MMPs and other e Governance projects. They are also responsible for technological appraisal of project reports received from state departments. 1.6.4 Change Management Change management team will direct the implementation of Capacity Building scheme in the State as well as assist the State Departments in carrying out Business Process Transformation exercises entailing efficiency improvements for the e Governance projects. The 10 departments involved in our project study are the following: 1.7 Commercial Taxes Department KVATIS (Kerala Value Added Tax Information System) is the software system developed and deployed by the department of commercial Taxes, Govt. of Kerala to facilitate tax administration of VAT in Kerala state. The project became operational on November 2007. The stake holders of the project include around 2.19 lakh VAT dealers and dealers registered under other Acts administered by the department, transporters, money lenders, sales tax practitioners, works contractors, awarders & Government departments. Various state Governments are still grappling with the issues on the implementation of e- services to the traders. Kerala has become the first State in India to implement 100% e-filing of VAT returns. Previously, the dealers had to visit the Commercial Taxes Office to file their returns, to collect statutory forms, to apply for registration and to pay their taxes. The e-governance services offered through online in KVATIS provides businesses with an easier, hassle-free channel for interacting with the government while removing administrative road blocks. 1.8 Scheduled Caste Development Department There are various e-governance projects in the Scheduled Caste Development Department which includes the award winning project e-grantz. According to the vision of Central Government, the department implemented and rolled out the Direct Benefit Transfer (DBT) project through e-grantz. The other projects in the department are e-housing and e-med. Moreover, the department took initiation to add the services like Pre-matric scholarship for children of those engaged in unclean occupations and Upgradation of merit of SC students and to deliver it to the beneficiaries

through e-grantz under DBT which result in transfer of amounts due to the beneficiary directly to her/his Aadhaar linked bank account thereby eliminating the existing intervening layers. 1.9 Labour Department The department at present has a web based Labour Commissionerate Automated System which serves online registration, online renewal, online licence, download of challan, upload payment details using challan, application printouts, online trade union registration, online filing of return, download of registration certificate, download of licenses, etc., There are eight Acts covered under online services. In addition to the existing system, the Labour Department proposed a new web enabled application software for seven services for Small Financial Institutions, Textile Shop, Jewellery Shop, Private Hospitals, IT and IT related institutes, Un-Aided Private Schools and Building & Other Construction Works. 1.10 National Employment Service Kerala Even though there are three projects developed by National Employment Service Kerala namely Thozhil, CASE and EEKO, most of them are not using perfectly either lacks core features like online interfaces or because of the failure in customization of the software according to the need of the department. At present, the department proposed an end-to-end solution e-employment Exchange, which is the centralized core application software that provides an online interface to interact with the stakeholders. The proposed software is intended to solve the problems and constraints in the existing systems. e-employment Exchange Application is a great initiative as it is meant to redefine the functions of Department of Employment & Training where by all Employment Exchanges will be converted into e-employment Exchanges and 44 Lakhs of users will be online. The goal is to transform Employment Offices into Centers of Excellence for Empowerment of Youth, providing a range of key services like online registration, posting of jobs, placement services, vocational guidance, and preparation of statistical reports etc. 1.11 Social Justice Department Lack of e-governance initiation is the major drawback of Social Justice Department. The department has a website and unique websites for its line departments. There are tremendous scope for replication and end-to-end solution for the e-governance applications. At present the department initiated a web enabled project MIS for Social Justice Department and the coding is doing at the IT Cell of the department by the Software Development Agency C-Dit. The team consists of one Project Manager, six programmers, one content developer and one designer. The front end for the software is PHP and the backend is in MYSQL. There are 377 offices at present for the department in Kerala and the project is intended to manage the services to get office details, office strength, employee details in HQ, transfer and posting, deployment of employees, deputation/working arrangement of employees, leave management, inventory, master stock, issue register, moment register, purchase details, purchase order placing, AMC details, etc.,

1.12 Kerala State Minority Welfare Department The Minority Welfare Department is constituted recently in the State and is the nodal agency of the Schemes being implemented by the Central and State Minority Welfare Departments. At present no e-governance projects under this department even though, there is a scope for the replication of e-grantz project of SC Development Department. Also the department has no IT Cell / PMU / PeMT. So the department may take initiation to form PeMT in the Department, to conduct AS-IS study and to prepare a GPR Report. 1.13 Civil Supplies Department Public Distribution System (PDS) was launched in the State of Kerala with effect from 01.07.1965 with the implementation of Kerala Rationing Order, 1966. Computerisation of Targeted Public Distribution System (TPDS) has been taken up as a Mission Mode Project (MMP) under the National e-governance plan (NeGP) by the Central Government. As provided in the MMP guidelines dedicated institutional mechanism for computerisation of TPDS is to be set up at National and State level. Under this programme the Government of Kerala has been asked to undertake Component I of computerisation of TPDS for which necessary infrastructure and financial support has been assured. The Ministry of Food, Public Distribution & Consumer Affairs, Government of India has proposed a plan scheme on end-to-end computerisation of TPDS operation which is to be taken up in all states/union Territories under the 12th Five Year Plan (2012-2017) on cost sharing basis with State Governments ie, 50:50 in the case of Kerala. 1.14 Health & Family Welfare Department Lots of IT enabled projects were implemented in the Health Department such as Health Management Information System, Hospital Management System, mcare, telemedicine software (e-dhanwantari), Mobile Tele-Oncology Unit and Mobile Tele-Ophthalmology Unit, Hospital Information System, etc., ehealth Kerala is a new project initiated by the Department through a proposed implementing agency (PMU) namely e-health Mission Kerala (ehmk). ehealth Kerala involves a Pilot implementation in the Trivandrum District and then roll out to six Districts having typical demographic pattern. The project concept is inspired by the two major projects mcare and Hospital Management System. 1.15 Kerala Water Authority Kerala Water Authority (KWA) is having a large number of e-governance projects which operates on various sectors. Even before the introduction of e-governance, KWA started its computerization on Billing that led to the present efficient and effective online billing process even without any advertisement. The projects other than the present billing system of enhanced Advanced Billing Accounting & Collection Utility System (eabacus) are Complaint Redressal System (CRS), Employee Information System & Financial Accounting System (EIS & FAS), Blue Brigade System, Laboratory Information & Workflow Management System (LIMS), Project Monitoring System (PMS), e-tendering, Project Status Alert System of KWA (PASK) etc., In addition to these deployed projects Kerala Water Authority proposed the project Water Management System which is in approval stage. The Software Development Agency to this project is IBM.

1.16 Kerala State Electricity Board Open Resourced Utility Management Application (ORUMA) is the internally-developed billing software of the Kerala State Electricity Board (KSEB). By switching over to this free software platform, it is estimated that the KSEB will save Rs.9.50 crore by way of licence and upgrading fees. ORUMA is platform independent software. The KSEB has been using the Windows-based software Jyothi from 2003. In 2006, it was extended to 177 section offices. It cost the KSEB Rs.88,770 as license fee for use in each section office. But the software was not user friendly. There were plenty of complaints on errors in bills, listing consumers who had paid their bills in the defaulters list, and wrong report generation. The KSEB s efforts to develop free software using in-house resources started in January 2007. The initial exercise included discussions with consumers to identify their problems. 1.17 Methodology Methodology of our study is how to approach the departments and how to collect the information from various projects, interpretation and analysis, and the various tools and procedures followed (questionnaires, data collection form, interviews, group discussion, referring the published documents in the net, various reports relating to the e-governance projects, SWOT analysis). SWOT Analysis is the tool used for Analysis and Interpretation. 1.18 Chapterization of the Project This Project Report consists of 5 Chapters. The first Chapter describes the details about our Project Study which includes Objective of the Project, Scope and Significance of the Project, Duties and Responsibilities in the Project Study, Brief description about the Internship organization and associate departments, Methodology followed and Chapterization of the Project. The second Chapter describes general outline of our study include overview of the project, methods and criteria followed for department identification and selection, basic facts and e-governance projects, evaluation procedures decided and followed, SWOT analysis in e-governance perspective and the final Roadmap. The Roadmap consists of the items that the particular department has to take initiation to implement the items in immediate, interim and long term basis within the period of 2 years. The third Chapter describes the study report of 10 departments chosen, based on the subject matter/procedure mentioned in the Chapter 2. This chapter elaborates the recommendations along with the project analysis of each project in selected departments. The fourth chapter describes the Analysis, Interpretation and Recommendations of each project. It includes SWOT analysis for each department, and finally the Roadmap for the department for future initiatives. The last Chapter, concludes the Project Report of the 10 selected departments with comparison among the departments and the best practices for replication.

Chapter 2 e-governance SURVEY & ROADMAP 2.1 Project Profile e-governance refers to governance processes in which Information and Communications Technology (ICT) play an active and significant role for efficient and effective governance, and for making government more accessible and accountable to the citizens. e-governance has become an integral part of public sector transformation as Information and communication technology (ICT) have helped to deliver more modern services for citizens and businesses. It stimulates the emergence of Information Society, drive public sector transformation and help governments prepare for future models of public administrations. ICT in government helps in providing new governance services and products. It enhances participation of people. It also helps in better information dissemination. e-governance originated in India during the seventies with a focus on inhouse government applications in the areas of defense, economic monitoring, planning and the deployment of ICT to manage data intensive functions related to elections, census, tax administration etc., The National e-governance Plan of Indian Government seeks to lay the foundation and provide the impetus for long-term growth of e-governance within the country. The plan seeks to create the right governance and institutional mechanisms, set up the core infrastructure and policies and implements a number of Mission Mode Projects (MMP) at the center (total 09), state (total 11) and integrated service levels (total 07) to create a citizen-centric and business-centric environment for governance. Some of the services included in NeGP plan are Income Tax, Passport/VISA, Company Affairs, Central Excise, Pensions, Land Records, Road Transport, Property Registration, Agriculture, Municipalities, Grama Panchayats (Rural), Police, Employment Exchange, E-Courts[1]. Core component of e-governance infrastructure includes Common Service Centers, State Data Centers and State Wide Area Network. NeGP initiative of Central government has resulted in focused efforts for providing e-governance however lots of work is yet to be done for capacity building and increasing awareness among citizens. Further, major steps are required to reengineer the processes of government departments for smooth use of technology infrastructure. At present most of the organizations are working independently, they need to create information exchange mechanism so that they are able to share the information and provide better citizen oriented services. The National e-governance Plan (NeGP) of the Govt. of India aims to make all Government services accessible to the common man in his locality, through common service delivery outlets and ensure efficiency, transparency & reliability of such services at affordable costs to realize the basic needs of the common man. The Government desires to create an integrated information infrastructure that will expand, integrate and enhance the utility and reach of the services provided by the Government by utilizing the network of the Common Service Centres.

This project aims to enhance the services provided to the citizens through Common Service Centers (CSCs). It is envisaged that State Portal (SP) along with State Service Delivery Gateway (SSDG) will be developed and implemented so that citizens are provided with outlets where they can access the services under a single interface mechanism in the form of the Portal. Various e-governance projects have been initiated by the Kerala Government to cater to all sections of society. One such project called 'FRIENDS' or Fast Reliable Instant Effective Network for Disbursement of Services is a single-window facility where citizens can deposit their bills and taxes without any hustle. Project Akshaya started with the noble intention of making at least one member in each of the 64 Lakh families e-literate. The operations of Akshaya as unfolded so far consist of three distinct phases. The first phase is that of enabling the masses by imparting basic skill in computer operations and making them familiar with internet. This phase is the period of e-literary training. The pilot project started in Malappuram, and was inaugurated by His Excellency Dr. A.P.J. Abdul Kalam, former President of India on 18th November 2002. 100% e-literacy was achieved in eight districts in Phase 1 and the project has been roaring success. In the initial phase, the Akshaya e-centre imparts basic training that not only familiarizes people with the basics and the scope of IT, but also ensures hands-on-skill in operating a computer, using the Internet etc to at least one person in the 64 lakh families in the state that makes it the largest rural e-literacy training project worldwide. Malappuram is declared as the first e-literate district in India. Malappuram and Kannur districts were already declared 100% e-literate. Kollam, Kozhikode, Thrissur and Kasargod districts achieved e-literacy more than 90% and is ready for declaration. So far around 33 lakhs beneficiaries were trained. In 2007 Akshaya moved into phase two of the project, covering the balance six districts and also rendering new G2C and B2C Services. Akshaya has to its credit over 200 crore rupees worth transactions besides providing multitude of services through its 2000+ Akshaya centres. The second phase of e-centre is its growth as a platform for rendering all forms of services to the people. Akshaya e-centres could bring about vast improvement in the lives of citizens through e-pay, e-filing etc., The most prominent project related to e-governance in Kerala is the Kerala State Wide Area Network (KSWAN). To promote the cause of e-governance in the state, Kerala State Information Technology Mission (KSITM) has been established under the umbrella of the state s IT department, which functions as the core autonomous body. As part of its capacity building, Government of Kerala started Post Graduate Diploma course in e-governance through Indian Institute of Information Technology and Management Kerala (IIITM K) and deputing 15 government officials every year from various departments by treating the training period as duty. IIITM K is an autonomous institution formed by Government of Kerala under Information Technology Department. There are so many departmental initiative specific projects for various services in Kerala. Sabarimala Virtual Q, the online queue booking system developed by Kerala Police to facilitate the pilgrims to Sabarimala, e-grantz of SC Development Department for the timely disbursement of fund to the beneficiary students, KVATIS developed by Commercial Taxes Department are some of the examples. The e-district project of the Kerala State IT Mission (DC Suite Suite of Applications for e-collectorate) has won the CSI Nihilent e-governance Award 2011-12 instituted by the Computer Society of India for excellence in e-governance.

Since we got an opportunity to do our project work at SeMT as internship, we could interact with many live projects of SeMT and we were able to receive the supervision of the Principal consultant and guidance of other consultants in various fields such as Technology Management, Change Management, Programme Management and Financial Management. 2.2 Department Identification As per the direction of SeMT to select 10 departments for the e-governance Survey, we applied certain conditions based on certain criteria as follows. We prioritized the departments based on the maximum number of G2C services by giving importance to Mission Mode Projects. More over utility service departments like Kerala Water Authority and Kerala State Electricity Board are also given preference in the study. Finally we selected the departments Commercial Taxes Department, Civil Supplies Department and Health Department based on essential services/high volume departments of which e-governance implemented successfully and e-governance in the starting stages respectively. Then we selected the departments Social Justice, Labour, Minority Welfare and SC Development as the departments which are closest to the common man. Then we selected two utility services departments such as Kerala Water Authority and Kerala State Electricity Board. 2.3 Basic facts and e-governance Projects The e-governance Survey starts by collecting the basic functions of the departments and the details about various e-governance initiatives. It consists of Department Functions, Various e-governance projects, Starting date of the Project, Time Taken to roll out from the initiation, Current rollout status, Project Initiator (MMP / State Project / Department), Consulting Agency, Software Development Agency and System Integrator, Project Management Unit, Nodal Officer / e-governance Team, Project Sponsorship and Funding and Future Plans and Developments. 2.4 Evaluation Criteria The five criteria we selected for evaluation are Service, Service Maturity and Service Paradigm, e-governance Application, Architecture and Business Model, e-governance Readiness, e-governance Project Management, and, People Satisfaction and Civic Engagement. 2.4.1 Service, Service Maturity and Service Paradigm 1. Identify all the services in the selected Departments. 2. Classify the services in terms of Informational and Tansactional. 3. Find the percentage of existing e-governance services each one separately under Informational and Transactional. 4. Notify the services not included in e-governance at present, each one separately under Informational and Transactional. 5. Identify the most critical services which are not included in the existing e-governance System. 6. Evaluating Service maturity through four cardinal principles such as Information, Interaction, Transaction and Transformation.

2.4.2 e-governance Application, Architecture and Business Model 1. User Interface i. Number of Channels (Online web services, Mobile services, Kiosks, CSCs) ii. iii. Local Language Support E-Governance Standards 2. Technology Architecture (in terms of Scalability, Interoperability, Data Sharing and Integration). 3. Software Quality Test Strategy. 4. Roll out Method. 5. Business Model and Revenue Sharing. 2.4.3 e-governance Readiness 1. Use of Core Infrastructure provided under NeGP. 2. Establishing Hardware and Network Infrastructure. 3. Capacity Building and Training. 4. Change Management and Legal Reforms. 5. Awareness and Communication Strategy. 6. Influence of Intermediaries (Service Specific) i. Existing or Not? ii. Can be avoided or Not? 2.4.4 e-governance Project Management 1. e-governance Team structure, Duties and Responsibilities. 2. Leadership engagement. 3. Project Sponsorship. 2.4.5 People Satisfaction and Civic Engagement 1. Employee Satisfaction. 2. Citizen Satisfaction. 3. Civic Engagement through feedback. 2.5 SWOT Analysis in e-governance Projects 2.5.1 SWOT Analysis SWOT analysis is a structured planning method used to evaluate the Strengths, Weaknesses, Opportunities, and Threats involved in a project or in a business venture. A SWOT analysis can be carried out for a product, place, industry or person. It involves specifying the objective of the business venture or project and identifying the internal and external factors that are favorable and unfavorable to achieving that objective.

Strengths: characteristics of the business or project that give it an advantage over others Weaknesses: are characteristics that place the team at a disadvantage relative to others Opportunities: elements that the project could exploit to its advantage Threats: elements in the environment that could cause trouble for the business or project 2.5.2 Importance of SWOT analysis in management projects SWOT analysis for project management is a simple, yet effective process. It allows the project manager to identify areas that needs improvement. By implementing the correct methodologies for the analysis, it is possible to ensure that a project will be completed on time and within budget. The use of SWOT analysis lets the project manager to improve the whole project or individual tasks where better efficiency can be gained. It also mitigates risks associated with the tasks and optimizes the whole process. The team members get to do more with less. Because of the nature of the analysis, it is important to conduct the SWOT analysis during the start-up phase. It can provide a solid backbone to the project plan. It is important to have a clear objective during SWOT analysis sessions. That way, each stakeholder understands what is expected of him/her. If the analysis is done during the initial startup phase, key members must come together and identify all required tasks and the potential risks to each step of the project. On the other hand, it is also possible to have a SWOT analysis session in the middle of the project. If this is the case, the main focus is usually to reassess the schedule, the budget, or to conduct a cost/benefit analysis of certain processes. 2.5.3 Relevance of SWOT Analysis in e-governance Projects Based on the SWOT analysis, it is observed that e-governance group can take lead not only in adopting the new technologies but also identify the focus areas where it can concentrate in future for providing better e-governance solutions to a larger population. 2.6 e-governance Roadmap The egovernance Roadmap puts together the way forward for the State with respect to delivering the right service to its citizens in a better way. In the Roadmap, we suggested the periods for the change under three separate column heads namely Immediate, Interim and Long Term. Immediate may take upto three months, Interim may take upto one year and Long Term may take a maximum of two years.

Chapter 3 e-governance PROJECT CASE STUDIES WITH RECOMMENDATIONS The selection of the departments Commercial Taxes, Civil Supplies and Health & Family Welfare were based on the essential services / high volume departments of which e-governance implemented successfully and e-governance in the starting stages respectively. The departments Social Justice, Labour, Minority Welfare and SC Development are very closest to the common man led to include that in the selection. Then we selected two utility services departments such as Kerala Water Authority and Kerala State Electricity Board. The five criteria we selected for evaluation are Service, Service Maturity and Service Paradigm, e-governance Application, Architecture and Business Model, e-governance Readiness, e-governance Project Management, and, People Satisfaction and Civic Engagement. 3.1 Kerala Value Added Tax Information System The Department of Commercial Taxes is the major source of revenue of the Government of Kerala, accounting for 3/4th of its revenues. Commercial Taxes Department mobilizes major share of revenue to the State of Kerala by focusing tax Laws compliance in the business community. The Department caters to more than 1.7 Lakh of dealers (Tax Payers) registered under different central and state Acts of taxation. The organization of the Commercial Taxes Department comprises of five important wings and the Commissioner is the administrative head of the Department. The Commercial Taxes Department consists of the erstwhile Agricultural Income Tax and Sales Tax Department. The main activities entitled to Commercial Tax departments are registration of dealers, collection of tax, recovery of arrears of tax, prevention and detection of tax offences under a series of legislations enacted by the State and the Central Governments. The Commercial Taxes Department administers the Central Sales Tax Act 1956, Kerala Surcharge on Taxes Act 1957, Kerala Money Lenders Act 1958, Kerala General Sales Tax Act

1963, Kerala Tax on Luxuries Act 1976, Kerala Agriculture Income Tax Act 1991, Kerala Tax on Entry of goods into Local Areas Act 1994 and The Kerala Value Added Tax Act 2003. The geographical coverage includes the State Head quarters at Trivandrum and other 15 District Head quarters. There are around 431 Commercial Tax Offices, which includes 221 assessment circles, 74 Check posts, 75 Enforcement Squads, 16 Investigation Wings, 1 Appellate Tribunal. These are geographically distributed across 14 revenue districts. There are a total of 4615 Employees catering 1.70 lakh dealers. 3.1.1 Vision Ensure effective tax administration by co-ordinating the stakeholders, thereby contributing significantly to the State s development. 3.1.2 Mission & Objective Ensure voluntary tax compliance through transparent and simplified procedures; Eliminate corrupt practices and embracing relevant technology for seamless accessibility to services and thereby ensuring trader participation in tax administration. Reduce the direct interface between the officials and the trading community. Create a user-friendly environment. Accelerate tax collection. Augment tax compliance. Minimize corruption. Instant service delivery to the stakeholders. 3.1.3 Organization Structure

Number of Offices 1. 1 State Head Quarters 2. 15 Districts Head Quarters 3. 221 Assessment Circles 4. 74 Check posts 5. 75 Enforcement Squads 6. 16 Investigation Wings 7. 1 Appellate Tribunal Total 4615 Employees Acts Administered by the Department 1. Kerala Value Added Tax Act 2. Kerala General Sales Tax Act 3. Kerala Agricultural Income Tax Act 4. Kerala Money Lenders Act 5. Kerala Tax on Luxuries Act- Kerala Tax on Paper Lotteries Act 6. Kerala Surcharge on Taxes Act 7. Central sales Tax Act Dealer Tasks Before e-governance Prepare separate return forms for VAT, CST and KGST Tabulating IPT/OPT/ Reverse tax /Special Rebate & Net tax Payable Visit CTD office To receive Chalan To get signature of CTD officer / filing quadruplicate chalan To submit return To collect statutory forms To wait in the queue for receiving acknowledgment. Visit to Treasury /Bank To Treasury for affixing office seal on chalan To bank for remittance and receiving chalan Office Tasks Before e-governance Ensure data entry of return details in KVATIS Verification of data uploaded with manual return Complete return scrutiny in time

Maintain large number of voluminous registers Identify return defaulters and issue notice Manual cross verification of Sales / Purchases Dealer wise sorting of Check Post declarations File the Declarations in the assessment records Cross match the Declarations manually Prepare commodity group-wise collection report Monthly reconciliation with treasury The manual System before e-governance The services provided by Commercial Taxes Department were all manual and paper based. The below diagram depicts the kind of interactions /transaction which used to be present previously. Dealer s perspective The registered dealers had to file periodic returns at the Assessment office of the Commercial Tax Department in a prescribed format along with the detailed enclosures of purchases and sales invoices effected during the period of consideration. Each had to file separate returns under the following Acts like CST, VAT and KGST. Based on the tax rates and other details, the dealers have to work out the net taxable amount. At-least 6-7 visits to CTD offices was inevitable for tasks like submission, to receive challan, statutory forms, for signatures etc. the dealers had to visit

Treasury to get the serial number for their challan and then had to visit the banks to remit the tax to Government account. A dealer had to make at-least 6-7 visits to office in the process of tax remittance. They had to obtain the prescribed challan forms from the assessing officer countersigned. Visit the treasury officer for affixing remittance sequence number on the challan Remit the taxes at the nearest tax collection bank Submit the triplicate copy back to the assessing officer for accounting in the case of direct remittance. The other means of payment was through demand draft or cheque. While availing these payment options, the credit was allowed only on receipt of the original challan from the treasury. The delay was around a week s time. Department s perspective The Officers had to deal with large number of people who have to collect forms, to get signature etc. The clerks had to visits treasury to obtain the details of transactions and enter the results in voluminous registers like daily collection register, assessment register etc. The respective files and challans had to be posted on to the dealers files. On a monthly basis the huge task of reconciliation was carried by two officers of the department and cross checking the entries made by treasury. The major problem faced owing to the procedural dependencies was missing credit/ challans. Check post Operations The transporters submit declaration of goods transported in a prescribed format along with copy of the consignment documents. The Interstate consignments undergo inspection at the commercial Taxes border check posts.

Dealers having inter-state trade have to furnish returns separately under CST Act. The transporters submit declaration of goods transported in a prescribed format along with copy of the consignment documents. The documents are sorted and transferred to the assessing officer periodically for accounting. Advance Tax is collected at check posts for certain listed evasion prone consignments. The number of interstate consignment vehicles comes to 1,800,000 per annum with an average of 4 enclosures per transaction. The Interstate Consignment transactions could be verified when transaction documents from check posts are available Input Tax Credit The dealers are eligible for Input Tax credit on the purchases effected from registered dealers within the state. The respective net tax payable was calculated by deducting the input tax credit for the respective month from the output tax collected. There used to be a delay in Commercial Tax department officers to accept and allow the input credit to the dealers. It was difficult for officers to verify the genuineness of input tax claimed by the dealer. This was owing to the lack of proper information system whereby timely availability of relevant information was difficult. Usually the officers were constrained to accept the returns without an effective scrutiny or cross verification of purchases with the corresponding sales. Paper based processing Owing to manual paper based processing, timely data sharing among different offices was very difficult. The report generation and MIS was difficult to gather and required huge man efforts. Proper data mining and business intelligence was not possible to enhance the effectiveness of tax collection. Misclassification of Commodities As per VAT rules, the commodities are classified under various tax rates namely 12.5%, 4%, etc. To evade payment of tax, the dealers were found to willfully classify 12.5% taxable commodities under 4% commodities. To ensure the effectiveness of scrutiny the department had to deploy 800-1000 officers for the assessment. Discretionary powers The dependencies on Commercial tax officers had loopholes where in the officers can use their discretionary power for falsifying the facts. This opaque system of approach gave way to corruption and other malpractices within the system.

History of Evolution Computerization of the Commercial Taxes Department was initiated in the year 1998, when the government decided to implement a comprehensive Kerala Commercial Taxes System (KCTS) under the regime of the General Sales Tax Act. During the period from 1998 till the year 2005, KCTS went through various phases of implementations. Subsequent to the introduction of the Value Added Tax legislation, the KCTS initiatives were finalised. A fast-track implementation of the Kerala Value Added Tax Information System (KVATIS) was undertaken by the Commercial Taxes Department in the year 2005, incorporating business processes under the new legislation. Investments in IT There has been considerable shift in investments in hardware and software investment over the years. Considerable amount of 0.07% of the revenue collected by the department was kept aside for hardware capacity building and software development during the starting of the project (FY- 2006-07). As the system was stabilized there has been moderate level of investments in the subsequent years. In year 2009-10 about 0.02% of the revenue was allocated for capacity building. Over the four years 82,800,212/- Rupees was spent on building hardware capacity and Rs 58,985,995/- on software developments. To manage the IT related queries and train all employees of the department, a special wing called ITMC- Information management cell was established in year 2005. Then existing Computer Wing functioning of the Commissionerate was designated as the Information Technology Management Cell of the Department. The Assistant Commissioner (Training) was made charge of the Information Technology Management Cell. The Department constituted IT Management Cell consisting of technical members from within the Department to monitor the progress of implementation of the project, its administration and Change Management. IT Management Cell performs the key aspect of co-ordination of the various entities involved in accordance with SLAs and ensuring the stakeholder participation. The IT Management Cell functions in close association with the Department leadership. System Administrators are deployed in 14 districts to administer district level project implementation in close association with administrative heads. It consists of system supervisors and system administrators. These people are well trained and well versed with technology. In the initial phase of KVATIS, technical members were identified by department across the various districts. These resources were trained and were given responsibility of each district. All IT and KVATIS related issues were handled by these specialized resources. After the KVATIS initiatives have stabilized, these resources were re-assigned from all districts and were centrally deployed in State headquarters. Roles and responsibilities of ITMC 1. Nodal agency in the Commercial Taxes Department to co-ordinate the IT-related activities of all the vendors contracted by the Department. 2. Monitor and guide all purchase orders issued by the Commercial Taxes Department for IT hardware and software. 3. Monitor the post-delivery performance of the vendors as per the purchase order, agreement/sla and take up with the vendor in any case of deficiencies in service delivery.

4. Render progress report on the services rendered by the various vendors from time to time Organizational Chart after the formation of ITMC 3.1.4 Project Studied KVATIS KVATIS (Kerala Value Added Tax Information System) is the software system developed and deployed by the department to facilitate tax administration of VAT in Kerala state. KVATIS is accessible at www.keralataxes.gov.in. The software provides an Internet web based application for public interface which is accessible to all registered dealers & transporters. The Intranet application is accessible only to the employees of the Department and is accessed through Wide area Network (WAN). KVATIS intranet application was developed and deployed during 2007. The project became operational on November 2007. KVATIS was part of the a Commercial Taxes Mission Mode program which aimed at the creation of a National Infrastructure for facilitating inter-state trade, ensuring uniformity and standards in the Commercial tax administration and enabling free exchange of information. It was a project initiated as State Mission Mode Project (MMP) in tune with the National e-governance Plan (NeGP). KVATIS web application is subject to the audit by STQC (Standardization, Testing & Quality Certification) - a Government of India agency and monetary transactions are secured using VeriSign SSL (Secured Socket Layer) Certification. Phases of Implementation The implementation of KVATIS project was planned in a phased manner. Till 2008-09, the dealer registration and digitization of the dealers particulars were done. Checkpost transactions and digitization of backlog returns were don off-line. In 2009 January, electronic e-filing and e- uploading of invoices started with three stages. In the first stage taxpayer above 50 lakh turnover,

in the second stage, above 25 lakhs turnover and in the third stage, it was mandatory to all registered dealers. In September 2009, e-payment and electronic scrutiny took place. In January 2010, e-downloading of statutory forms, e-payment of advance, e-declaration facility for interstate consignments were implemented. During 2010 April, e-renewal of registration, e-closing stock upload facility, e-audit reports, etc., were implemented. Initial Phase The initial phases of the project were to provide a backend facility to switch over the functionalities of registration and check post transactions as and when the KVATIS software was ready. It was aimed to digitize the dealer s trade particulars by the in-house team when software provider M/s CMC Ltd. will be closing the software modules. The connectivity between officers was established by M/s Frontier Ltd. The parallel track of software development, the connectivity establishment and digitization enabled a fast switch over to KVATIS system. It was later planned to digitize the periodic returns and enforcement operations. The strategy adopted was to begin the process by digitization of backlog returns off-line in a decentralized manner from all assessment offices. Parallely the return for the current period was also digitized. It was later converged to the single database. Second phase The second phase of the project is to enable electronic return filing facility with automated tax calculation to the dealers. This was achieved through a staged approach. All major tax payers having an annual turnover of 50 Lakh and above were mandated to move to e-filing facility. The dealers were able to prepare the return and enclose the required invoices along with the return and upload the same. In the next stage all dealers with annual turnover of 25 Lakh and above was included in the mandatory e-filing group. Finally all the remaining dealers who are registered and having a turnover of more than 5 lakhs was mandated for e-filing. Mode of availing services Dealers can e-file periodical returns from any place at any time through the internet. Those dealers having the facility of Internet can file their returns by accessing the official website www.keralataxes.gov.in. Whereas, those dealers not having the facility of Internet can file their returns either through Akshaya e-centers or through any authorized centers, free of cost. Presently, 1178 Akshaya Centers are authorized for providing e-filing service to VAT dealers. The Government is paying Rs.25/- per return to these Akshaya Centers, towards the expense of e- Filing. Trade Organizations & Tax practitioners are also considered as Authorized Centers for e- Filing. While e-filing the return, dealer has to upload dealer to dealer Purchase and Sales Invoice details into the system. The data so received, enable the department to generate various analytical reports and to perform Scrutiny. Computerization and e-filing of return augment revenue collection by curbing tax evasion and increasing tax compliance. Third phase The third phase was to introduce e-payment facility and e- declaration facility. The e-payment was to enable tax payment by the integration with banks, treasuries and the department. All

dealers were mandated to avail e-payment facility. E-payment was facilitated by integrating the commercial taxes web application with the Bank s website (State Bank of India and State Bank of Travancore). The Government has accorded sanction to 11 other banks also, for providing e- payment facility for remittance of Commercial Taxes, and Reserve Bank of India has approved 7 banks. The extension of facilities to new banks is pending with Department head office and will be commissioned in the near future. In order to facilitate e-payment, more than 7500 commodities were grouped into 314 commodity groups. Necessary amendments in the Kerala Treasury Code, VAT Rules, CST Kerala Rules and KGST Rules were incorporated to facilitate e-payment. The e- Declaration facility was introduced for interstate consignment transactions. Since the tax payers had to file returns differently under different acts, the VAT, CST and KGST returns were integrated to facilitate better service to all categories of dealers. Impact assessment of tax automation of CTD, Kerala I Page 38 of 105 When the consignment enters the State Border, there had been instances of evasion in tax payment in certain commodities at the border check post. To curb this evasion the e-payment mechanism was extended to a new facility of Advance tax payment. The system was further improved by providing facilities to conduct electronic scrutiny of returns by cross verification of transactions among dealers. While e-filing the return, dealer has to upload dealer to dealer Purchase and Sales Invoice details into the system. The VAT-Log, a trail of transactions, enabled the department to scrutinize the genuineness of input tax claimed by the tax payers. Fourth Phase The fourth phase was to provide online-download facility of statutory forms given below through KVATIS for availing tax concessions and thereby prevent bogus concession claims. C form, for interstate sale of goods, E-I and E-II for sale during movement of goods by transfer of documents, F forms for branch transfer of goods, H forms for sale during course of export The system of issuing blank statutory forms in advance and in person was discontinued. The dealer no longer has to visit the circle offices for obtaining the supply of the forms. This initiative has been mandated to all tax dealers and the system has been designed in such a way as to download the form instantly provided the transaction invoices are uploaded along with periodic returns. An option to capture statutory forms utilization data is also provided. Current Phase In the current phase facilities like e-renewal of registration, e-closing stock upload facility and e- audit reports upload facility has been introduced. The objective is to ease assessment, compare the profitability and gross margins adopted by the dealer etc. This module is still in progress. Sl.No. Particulars Current Participation Rate 1 Digitization of tax payers information 100% 2 Check Post transaction through intranet 30% 3 Digitization of backlog returns 50% with regard to returns. 10% with regard to enforcement operations

4 e-filing of returns 100% 5 e-payment 100% 6 e-declarations 5% 7 Advanced Tax Payment 100% 8 Online-download facility of statutory forms 100% 9 e-renewal of registration 100% 10 e-closing stock 100% 11 e-audit (Upload audit report) Operationalized The department has plans pipelined to provide adequate training and awareness programs in the newly introduced modules of KVATIS. Flow diagram for filing of return with the advent of KVATIS System Software Modules The dealer registration module which deals with registration of a dealer, issue of certificates & permits, its renewal, cancellation, suspension, amendment etc. The returns module deals with filing of return, details of payment, defaulters, enclosures, verification, etc. The check post module deals with details of vehicles, consignor consignee, goods, verification, seizure, auction, transit pass and transport permits etc. The tax accounting module deals with the payment transactions, treasury, cheques, cash, scroll capture, verification, and reconciliation & ledger. The enforcement module deals with complaints, investigation, vehicle checking, detention of goods, inspection of shops, security, auction etc.

Other major modules deals with functions related to penalty and offences, audit assessment, appeals and revisions, recovery, refunds and employee information. Objectives and Goals of KVATIS The vision of KVATIS Project is to ensure effective tax administration by co-ordinating the stakeholders, thereby contributing significantly to the State s development. The main objectives for which KVATIS system has been started are To increase/accelerate the tax collection and to augment the tax compliance and hence improve the tax administration at the department under the constraints of human resource. To reduce the hardship of the taxpayers By reducing the interface between the officials and the trading community By eliminating the physical presence and restricted timings to service access.by creating a user-friendly atmosphere/environment conducive for tax compliance. By simplifying the processes and by ensuring dealer participation in tax governance. By reducing corruption and by ensuring effective coordination. The system also augments that timely delivery of service is given to stakeholders. Indirectly the system aims to brings in a more sense of accountability to each of the stakeholders and transparency of process Finally it s also envisaged to assist the department offices in detecting tax evasions made by the dealers using various modes of operandi and hence ensuring greater tax compliance. Achievements / Outcomes of the project The benefits of the project can be looked at from the two main dimension of service provider i.e. the commercial tax department and the service beneficiary i.e. the dealer. Dealer s perspective The benefits from the dealer s perspective can be summarized under the following heads: Ease of access through simple & transparent process KVATIS meant there was relief from the long queues at offices, for the submission of returns/ tax remittance. Instant credit of the Tax amount due, from dealer s account or dealer authorized account, to the Government account and thus faster realization of funds Reduced cost of compliance The need to visit to tax office, wait in long queues and restricted timings for submission of returns is totally avoided by electronic filing system. Extended e-filing services through citizen service centers in his/her locality free of cost reduced the cost of compliance. Also, tax payers are relieved of service charges availed by the Banks for Demand Drafts, cheque clearance, etc. Reduced paperwork Dealers need to file single integrated, simplified return under different Acts of the state government, reducing the preparation effort. Errors resulting from manual tabulation of Input Tax credit, Output Tax Reverse tax, Special Rebate and Net tax payable are averted by electronic filing. Completeness is ensured prescribing standards and educating traders. Dealers are provided facility to prepare sales & purchase invoice details offline and upload the same electronically. Return accounting registers are generated electronically by the system.

Also, KVATIS meant that process of collection and manual reconciliation of instruments could be avoided. Avoids office visits e-payment facility helped the dealers to remit the taxes instantly without having any effort for document preparation or multiple department visits for remitting tax. Tax due is automatically computed and electronically transferred to Government account integrating Banks and Treasuries. The dealer is able to verify his tax dues and payment credits instantly on submission of returns. Reconciliation previously done decentralized with extensive manpower in collecting challan documents from banks and treasuries and cross verification with the Accountant General, which took several months to complete is now centralized, automated with little human intervention and completed in the same month. No missing credit to dealers since the project is implemented. Dealers could use either their existing bank account or an authorized account or from a new zero balance account opened for e-payment. Tax accounting is automated and maintained by the system. The Department is able to instantly ascertain tax revenues. 100% of the dealers avail e- payment along with e-filing. Instant acknowledgement Instant acknowledgement is provided on return filing which can be subsequently tracked by the dealer leading to greater transparency. Dealers can also verify the status of the e-payment anytime. Instant e-challan The system generated e-challans can be taken by dealers on a real time basis. The e-challan will be later updated with treasury serial number and the dealer can downloads the same from KVATIS system after 2 days. Faster clearance at Check Post Dealers could electronically declare interstate consignments and avail faster clearance at check posts make e-payment of advance tax. Delay in check post clearance reduced to 20 minutes from an average of 3 hours especially for export consignments and fast moving consumer goods. The check post consignment transaction is immediately accounted in the dealers portfolio maintained at the assessing office. Annual registration renewal is facilitated on-line without office visit. System generated annual return System generates the tax due as per return. After successful payment of the tax, system would automatically submit the return avoiding disparate processes for return and tax filing. Reduced corruption With reduced discretionary powers to government officials which could potentially be misused, avenues for corruption have been significantly reduced. Faster availability of statutory forms Dealers avail electronic download facility for statutory forms to avail tax concessions for interstate consignments without the need to visit CTD office.

CTD s perspective Benefits from paperless office With the introduction of KVATIS, office space occupied by the paper documents has reduced by 40%. Office automation Less storage space Increased tax base and compliance rate Registration has grown from 1 lakh to 1.72 lakhs with introduction of KVATIS. e-filing enabled the department to effectively and easily conduct return electronic scrutiny. e-uploading of invoices meant that system is able to build unaccounted invoices. Scrutiny rate enhanced from 20% to 80% within a span of 1 year. Compliance level has improved from 50% to 90% The Department could achieve a regular annual growth of 20 25% in tax collection even in the period of recession by ensuring transparency, accountability and responsiveness. Proper record keeping has helped compliance e.g. interstate statutory forms issued by the state helps check fraudulent interstate transactions Instant credit of Tax Instant credit of Tax meant that cash is realized faster by the government Relief from the manual process Automation of basic manual processes helped increased the efficiency and productivity of employees. Employees could process 63 number of transaction compared to 49 earlier. Databank of dealer to dealer transactions Relevant details of the dealers are maintained and can be easily searched and retrieved by the commercial tax department Refund verification made easy Dealer ledgers and visibility of input and output tax of dealers means refund claims can be verified easily. Avoids treasury reconciliation

e-challan provides the Bank Reference & Treasury Sequence numbers. Also, real time Cyber Treasury Receipt is provided from the bank online. This meant that lengthy process of treasury reconciliation is streamlined with help of KVATIS. Awards and recognitions State e-governance Award for Best Utilization of Akshaya 2009 for maximum utilization of Citizen service providers, Institute of Management in Government State e-governance Award for e-payment Services 2010, for best e-governance award for enabling e-payment services, Institute of Management in Government e-india 2010 Awards for e-tax Administration 2010, Government to Business Initiative of the Year Jury s Choice for the E Tax Administration Programme, E India awards are organized by the Centre for Science, Development and Media Studies (CSDMS) and the Department of Information Technology, Government of India to recognize excellence in IT initiatives. CSI Nihilent Awards for e-tax Administration 2010, in the category of Progressive e- Governed State These awards are a testimony to the world class and cutting edge initiative. These awards also depict the progression CTD, Kerala has made with respect to other states. Geographic and functional coverage of KVATIS KVATIS Application is accessible across all the 431 department offices spanned across the 14 districts of the Kerala State. KVATIS was designed for operation with a central data centre along with web-browser client architecture accessible over internet. The system is made easier to implement, access, and use. The department has implemented the following e-services under the e-governance program: Sl.No. Services / Milestones Milestones timeframe 1 e-filing of return January 2009 2 e-uploading of invoices January 2009 3 e-payment of Tax September 2009 4 e-payment of Advance Tax January 2010 5 e-downloading of statutory forms January 2010 6 e-consignment declaration January 2010 7 e-renewal of registration April 2010 8 e-uploading of Stock Inventory April 2010 The visionary s of KVATIS- the Top Management KVATIS was the novel attempt to incorporate e-governance for G2B services in the Kerala State. The key dignitaries who made this project reality are: Mr. V. Somasundaran IAS, Commissioner of Commercial Taxes initiated the project, Mr. Paul Antony IAS conceptualization, design, and implementation strategy. He strategized the process re-engineering and re-structuring of the department to embrace e-governance. The strong leadership and ownership exhibited has

laid the foundation to Kick- off the e-services. The initiative was very further enhanced and well lead by the next successor Mr. P. Mara Pandian IAS. During his tenor the e-services like e- Returns, e-payment, e-declaration, e-forms and e-registration were started. Mr. Suman Billa IAS, the present commissioner is currently championing the project and has contributed e-stock and e- Audit to the list of services. Steps are initiated for additional tax revenue mobilization by exploring the information s available within the system through data mining. 3.1.5 Major Stakeholders Technical Committee The Government of Kerala constituted Technical Committee consisting of IT experts from Industry, Government, public sector and domain experts from the Department. The advice of the Technical Committee was taken in key decisions regarding the project. IT Management Cell The Department constituted IT Management Cell consisting of technical members from within the Department to monitor the progress of implementation of the project, its administration and Change Management. IT Management Cell performs the key aspect of co-ordination of the various entities involved in accordance with SLAs and ensuring the stakeholder participation. The IT Management Cell functions in close association with the Department leadership. System Administrators are deployed in 14 districts to administer district level project implementation in close association with administrative heads. Gulati Institute of finance and taxation (GIFT) Previously known as Center for Taxation Studies (CTS), GIFT is an autonomous institution constituted by the Government of Kerala in 1992. The institute being an independent unit working closely with commercial tax department had provided inputs in matters related to statute

formulation of KVATIS, training, and policy inputs through studies and projects. GIFT has also been a facilitator of training by providing infrastructure and other logistics for training facilities. Software /Hardware and Network Vendors M/s CMC Ltd CMC is the software vendor and developer of KVATIS Project. The company has worked hand in hand with the Department by deploying their development teams at the head quarters ensuring the availability of support any time during the development phase. The maintenance of the software is also undertaken by the company. M/s HCL Ltd The supply and maintenance of client workstation PCs is handled by M/s HCL. M/s Frontier Systems Responsible for implementation and maintenance of the Wide Area Network connecting 431 geographically distributed offices through the Kerala State Wide Area Network Infrastructure. Kerala State IT Mission The Hardware for servers and necessary Operating system were co-located at State Data Centre Infrastructure Setup by Kerala State IT Mission and owned by the Kerala Government. VAT Consultative Committee (VCC) VCC consists of members of Chamber of Commerce, traders associations who represent the major stakeholders actively participated in the project. Each stage of implementation is consulted with the VCC suggestions are considered while implementing. The significant changes are implemented only after due consultation. Akshaya Kendras The citizen service centres, an entrepreneurship project in association with IT Mission, co-ordinated with the Department in delivering electronic services through 1187 Akshaya Centers. Dealers Any person who carries the business of buying, selling, supplying or distributing goods, directly or indirectly, for cash or for deferred payment, or for commission, remuneration or other valuable consideration and who are registered with Commercial Tax Department. Sales Tax Practitioners /CA s /Law Agents The sales tax practitioners are agents/ representatives of the Dealers (Tax payers) and help them in maintaining the sales and purchases accounts of the entity. They are legally registered agents. Issues Faced Non-availability of digitized dealer data The success of a software application depends on the data and metadata inputted into the system. Non availability of digitized date was a major hurdle in optimum utilization of KVATIS. The department has strategized to start the data collection in specific formats so as to digitize the same offline by the department. The department engaged team of System Administrators to

develop and implement tools for digitization of dealer details. The tools developed for registration applications could electronically convert and created database of the relevant information s. There was backlog of more than 2 years in the initial phase of the project. The department has later mandated all dealers to file the backlog returns. Data Accuracy The data entry was manual and hence typing mistakes and errors was a major issue in the database. The digitized data was later provided to the dealers on-line and was asked to revert on any discrepancies. The suitable corrections were made in the system based on the reports from dealers. Resistance from stakeholders - employees The majority of the department officials were less familiar to computer system and was reluctant to change the procedures followed for years. Even after repeated instruction from top level officials there had been various instances of hindrance and the same affected the progress of the project. The department has come up with a new strategy to encourage the officials who supported the initiative and penalize the officials who hindered the normal working. A 20:20 analysis was performed, whereby the best performing and poor performing 20 officers are identified on a monthly basis. The poor performing officers were imposed notices and memos while the best performing officers were given recognition and appreciation. Digital divide among trader community The small trader community resisted the KVATIS initiate as majority didn t have computerized system for their business. The department has provided free electronic filing facilities through Akshaya citizen service centers to each of the traders. Digital Divide among officers Being new to computer systems, majority of the officials couldn t handle any technical issues and sorting out technical issues was a problem. The department identified ITMC cell and had deputed a system administrator in each district to help the officials in any technical issues. The department has made continuous effort in providing relevant trainings to the officials. Huge number of trading commodities As per the requirement, the number of commodities exceeded 8000 numbers and dealers found it very difficult and cumbersome to choose the appropriate commodity from this huge list. The department has made measures to group the huge list of commodities to 309 commodities to ensure proper filing was done by the taxpayers. This simplified the efforts required by the tax payers and employees. Implementation of e-payment The Trade organizations raised objection to open separate account in specific banks such as State Bank of India (SBI) or State Bank of Travancore (SBT). The issue was solved by providing the facility to dealers to open zero balance account to facilitate e- payment.

Dealers requested to extend the facility to other nationalized and Kerala origin banks. The government has accorded sanction to extend the e-payment service to 11 other banks also, and the same is under consideration of the Reserve Bank of India. Multiple returns for the same period A dealer had to submit separate returns under different Acts like KGST, VAT and CST Acts. The department has mandated to integrate all returns to a single return Impact assessment of tax automation of CTD, Kerala I Page 79 of 105 3.1.6 Remedies taken against the issues faced by the Department Technical Issues The system has to be re-defined with few technical changes in the application like enabling a means to file quarterly returns for contractors as currently they are filing NIL dummy return for all months other than quarterly returns. Remedy taken by department The department has a technical committee assigned for studying the technical issues and they are making incremental changes in the KVATIS system on a regular basis. Refund Mechanism Currently the refund mechanism is not made online and hence is time consuming and delayed. Remedy taken by department The department has a module called Refund in the KVATIS system. As per the phased manner of implementation the refund module is expected to be operationalized in the next 6-7 months. Hardcopy submission Currently all tax payers are requested to submit the hardcopy of returns filed on a monthly basis to the department. This is mandated by the department to ensure a backup of data in the system as there are no long term solutions made for disaster recovery. It was also reported by the sampled population that financial cost of return filing has increased owing to the printouts and internet connectivity charges. Remedy taken by department Disaster Recovery: The department has a project in pipeline to make an optimum solution for disaster recovery. Presently the data is back up in a remote location in Mumbai on a daily basis. Digital Signature: The department has also envisaged bringing in digital signature to all the stakeholders which in turn can help in eliminating the mandate of hardcopy submission. Across the Counter Services The following services offered in KVATIS do not require physical visit to the CTD offices and are being delivered across the counter to the dealers. Total number of transactions under this category amounts to 4 lakhs transactions/month.

# Services 1 e-filing of Return ( VAT / KGST / CST / LT / KML / AIT) Service Category Type Transaction Volume/Month A 1 161407 2 e-payment & e-chalan A 1 97624 3 Statutory Forms under CST Act A 1 102127 4 Opting compounding of tax A 1 1372 5 Closing Stock Upload A 1 3287 6 Audited Statement A 1 5946 7 Advance tax utilization A 1 30383 8 Statutory Forms from other state A 1 857 9 TDS Payment A 1 29 10 Non Liability Certificates for W.C A 1 890 11 Awarder enrolment A 1 31 12 e-consignment declaration A 1 221495 Total No of Transaction 6,25,448 Services which require visit to offices The registration services offered in KVATIS currently mandates filing of hard copy of the application generated by the system by the dealers. These services cannot be delivered for the reason that in many cases inspection of business premises by the assessing authority is required before the issuance of registration to the dealer. Since the need for inspection cannot be over ruled for the time being, these services cannot be delivered across the counter and hence categorised under category C services. S.No Services Service Category Type Transaction Volume/Month 1 e-registration C 3 2825 2 Exhibition / Exchange Mela Permits C 3 137 3 Salesman permits C 3 219 4 New Branch and godown registration C 3 2250 Total Transaction under category C 5431 e-registration services offered by the department VAT / Presumptive Registration Casual Traders

Application of Govt. Department Registration Parcel Agencies Registration Banks Luxury Tax Registration Registration under the Kerala Money Lending Act Agriculture Income Tax Registration 3.1.7 Inter departmental Integration The Implementation of an effective tax collection and accounting system would require extensive information exchange with other departments and agencies. Specific performance requirements from other departments are summarised in the table below. S.No Department Requirement 1 Treasury Department 2 Revenue Department 3 Forest Department Timely Reconciliation of revenue receipts and expenditure Timely reconciliation of revenue recovery for effective collection of arrear revenue Valuation and identification of timber 4 Police Department Assistance in Enforcement 5 Motor Vehicle Department 6 Local Self Government Dept. 7 Income Tax Department Information regarding registration of vehicles For verifying the Local body licenses PAN verification and information sharing 8 Indian Railway Sharing of consignment details 9 Customs and Central Excise Sharing import/export details 10 Ministry of shipping/civil Aviation Sharing commercial information Inter departmental Issues to be resolved At present e-payment in KVATIS is offered to dealers having SBI or SBT accounts. The KVATIS integration testing with 7 other banks have been completed but the integration is pending due to lack or readiness of the treasury department. At present the payment details are shared by passing the scroll files and updating the KVAT information with the data contained in in the scroll file. Existing issues in the system Delay in reaching scroll Files

Only transactions from Ernakulam treasury are uploaded in treasury website promptly. Details are not submitted promptly to CT Dept. within the agreed upon time limit. Inconsistency due to over writing of sequence number When the bank issues a revised scroll, the current practise by treasury department is deleting the entire transactions and issuing of new sequence numbers. Also Changes in scroll format/filename needs to be informed well in advance. Difficulty in Tracing out of Transactions Treasury is not able to trace out certain transactions even after the same has been issued by CTD to treasury. 3.1.8 Recommendations 1. Department doesn t have a Payment gateway integrated to KVATIS. The payment options are limited now. The services of the department will have to be integrated to the payment gateway planned to be setup by the State Government. 2. The existing manual system of file movement poses several challenges to the effective functioning of the department. One of these challenges is the difficulty in searching, retrieving and tracking files when needed. The storage of the files is another challenge, A Digital workflow/file flow system is indispensable to make the file management in the department. 3. SMS and e-mail alert needs to be send to the dealer on approval and at each of the different stages of processing of registration applications. 4. At present for new registration online payment of registration fee is not facilitated. Facility for this may be provided in KVATIS. 5. At present e-payment facility is available to dealers having SBI or SBT accounts. Integration with more banks will add to the convenience of the dealers. 6. Complete Automation of Back end processes - In the case of services like Online Filing of appeal, revision etc. the processing of applications are done manually. End to end service delivery will increase the convenience of the dealers. 7. At present after filing of application for registration, permit, new branch and godown registration etc., the dealer has to visit the office to file the hard copy of the application. The need for physical presence can be reduced through appropriate BPR in the present system. (Like collecting the originals at the time of inspection by the authority concerned). 8. The delivery of e-registration services is being done either through post or by hand. The possibility of online delivery of services may be explored. 9. Setting up of Cyber Forensic Division within the department to enable the department to conduct proper investigation to unearth evasion of tax and to detect falsification of computerised accounts by the dealers. 10. The back end computerization of departments is not yet completed. Still there are check posts without network connectivity & necessary infrastructure facilities 11. No disaster recovery site is present for the project. Developing and implementing a plan for ensuring the business continuity of the system is crucial

12. For improved performance, the operational and information systems and data need to be separated by implementing a proper data ware housing technique. 13. A good model of revenue forecasting which aggregates various macroeconomic factors and information about taxpayers would be a valuable tool to the top level officials and State Finance Minister to forecast tax collection and seasonal variations and also to identify potential avenues for raising additional VAT revenues 14. Online payment facility may be provided to the dealers to make payment of Security Deposit, Advance Tax and Penalty in the case of OR/VCR cases booked at Check posts or by the intelligence squads of the department. 3.1.9 SWOT Analysis Since the project is matured in this department in terms of citizen satisfaction, employee satisfaction and business satisfaction and sharing of information through other government departments, there is no scope for SWOT Analysis. 3.1.10 Action Plan for the next 2 years Action Item Immediate Interim Long Term Integration with Central Board of Excise & Customs * Integration with CBRC for Payment Reconciliation * Gap Analysis of Hardware, Network, KSWAN, Software and all infrastructure * Gap Analysis of Business Continuity Plan * Implementation of Disaster Recovery Site * Resource Persons Mr. Manesh Mr. Dhanesh Mr. Manjith

3.2 Scheduled Caste Development Department The classes, which are included in Section 341 of the Indian Constitution, are known as Scheduled Castes. The Scheduled Castes Development Department works for the upliftment of the Scheduled Castes. Under this Department, other eligible castes, other backward classes and the economically backward forward castes are also given educational aids. The former Harijan Welfare Department was bifurcated and the Tribal Welfare Department was formed exclusively to look after the matters connected with tribals as per G.O.(P) No. 69/75/DD dated 21-06-1975. Later the Harijan Welfare Department and the Tribal Welfare Department was renamed as Scheduled Castes Development Department and Scheduled Tribes Development Department respectively. 3.2.1 Vision Education Employment Empowerment 3.2.2 Mission Modernization of lifestyle by conserving the culture Preservation of traditional knowledge Total literacy Land for landless, Home for homeless Cluster Development for livelihood Total health care Residential education for reducing the rate of dropouts Vocational training for more employment Sustainable development for regular income Total care 3.2.3 e-governance Projects at Present Rolled Out 1. e-grantz 2. e-housing 3. DBT Already Developed but not Implemented 1. e-med Future Plan to add the following services in DBT through e-grantz 1. Pre-Matric Scholarship for Children of those engaged in unclean occupations

2. Upgradation of merit of SC Students 3.2.4 Projects Studied e-grantz e-grantz is web based solutions for the timely disbursement of educational assistance to all the post matric students of SC, ST, OBC as well as economically weaker sections of society in Kerala. It provides provision for making online application, processing and sanction of educational assistance. This project benefited 6 lakhs students of 3463 educational institutions across the state and has brought transparency and accountability in the system. The project aims to leverage ICT for the timely disbursement of financial aids to SC students. Application can be submitted online by students themselves using the menu provided in the e- grantz home page. Students can also submit applications online through Akshaya e-centers elsewhere in the state. The Akshaya centres will supply a print out of the online application. The print out of the application submitted online along with certificates to prove caste, income and mark lists of qualifying examination etc shall be submitted to the head of institution within a week of admission. Students who undergo subsequent year of a course need not submit applications The Centre for Development of Imaging Technology developed the software for the project. Filing of applications began by June 25. e-grantz system will make the whole process of sanctioning and disbursement of the grants/ stipends online. As some of the routine activities will be automated as part of this online system workload of department staff will be reduced enabling them to focus on other important tasks at hand. Project will increase satisfaction of beneficiaries as they will get support in timely manner. The system was implemented as a pilot work, in the 52 post matric colleges in the Alappuzha district. This has been extended to the whole of Kerala after the successful implementation of the project at the pilot site. Salient feature of this system is the provision to transfer fund to bank directly, avoiding all the delays caused in the fund transactions from the treasuries to the students. Beneficiaries can collect the money from any SBI/SBT ATM counters at any time. Implementation of the Project Pilot Phase was carried out with 5500 student and around Rs. 5 crores was transacted. In the State wide rollout the objective is to distribute around rupees 200 crores to the beneficiaries. e-grantz brings about a synergistic relationship and interdepartmental coordination between the education department and SC Department in delivering the right services to the right beneficiary at the right time in the right place. The Service delivery process 1. The SC students are requested to fill in details on an application form issued during the admission. 2. The data is then converted into electronic form either by the institution clerk, by the students themselves who are given the user login or the institution is helped by C-dit, (by employing data entry operators on contract). 3. The data so entered with details of name, caste, date of birth, date of admission and admission number, duration of course etc reaches the inbox of the institution clerk who

verifies, prepares the proceedings statement and forwards it to the inbox of the principal for his authentication. 4. The principal sends this to the concerned Assistant District Development Officer. 5. The ADDO verifies the proceedings statements and generates the sanction order, which reaches the inbox of the College clerk. 6. The College clerk submits the fund statement prepared by him to the principal who verifies the statement and sends it to the district office. 7. The verified funds statement and generated disbursement list is sent to the SC development directorate. 8. The superintendent at the directorate verifies the fund statement and transfers the fund to state bank of India through SBI Internet banking. 9. The bank transfers the fund to the account of the concerned student who gets the amount from the nearest ATM. For the benefit of the project and the beneficiary, in this particular project, the State Bank of India as a part of their social responsibility, partnered with the department agreeing to a zero balance saving account for the students along with an ATM card facility, even for minor student. 3.2.5 Benefits of the Scheme 1. Beneficiaries (Students / Colleges in the case of grants / fees) get their funds directly into their bank accounts, avoiding the influence of intermediaries. 2. Avoiding all the delays caused in the fund transactions from the treasuries to the beneficiaries. 3. Beneficiaries (Students) are being motivated to continue their education by the prompt distribution of grant on a monthly basis. 4. Fund transfer and balance reports can be generated online which adds to transparency in service delivery. 5. Beneficiaries (Students) are getting awareness on e-banking facility at an early age. 6. Saving mentality of the students is enhanced as the bank account is life long. 3.2.6 Current Issues Issues with the existing software 1. Lack of Complaint redressal mechanism in e-grantz system. 2. Lack of sufficient Report Generation mechanism in e-grantz system. Lack of necessary Infrastructure 1. Resistance from the school authorities to enter the data through e-grantz on nonavailability of hardware and humanware. 2. Lack of hardware, peripherals and supporting staffs at District & State level offices of the SC Development Department. 3. No sufficient Power back up facility in the offices of the SC development Department. Lack of Awareness & Communication

1. Lack of awareness to the beneficiaries about the e-grantz website. 2. The beneficiary is fully ignorant of the process, beneficiary has no option to know the status. 3. In the case of fee concession, the beneficiary doesn t have any idea about the amount (how much) received by the institution. This lead sometimes to pay the fee by the beneficiary. 3.2.7 GPR Suggestions 1. Aadhaar seeding in the SC Development Departmental e-grantz database. 2. Aadhaar enabled bank account for the beneficiary students. 3. Need of hard copy of the registration from Akshaya to the institution has to be removed. 4. Necessary steps shall be taken by the SC Development Department to eliminate the manual filling of application by the beneficiary, rekeying of data by the institution clerk, manual verification of certificates, scanning and uploading of certificates, etc., at the institution. 5. The beneficiary student has to get the online facility to view the status of his/her file. 6. After the online file process, when the fee credited into the institution s account, the beneficiary student has to get an SMS as intimation. 7. Proper Report Generation facility in e-grantz on institution wise, Block wise, District wise and State wise. And, to get the list of educational institutions who uses e-grantz web application software under category wise. 8. Complaint redressal mechanism in e-grantz. 9. Wide publicity about the portal among the beneficiaries. 3.2.8 Possibility of Replication Since a lot of services which include disbursement of grants, aids, etc., are existing, this project can be replicated in Social Justice Department. Website http://www.e-grantz.kerala.gov.in 3.2.9 Projects Studied e-housing The homeless scheduled caste people are given Rs.2,00,000 (Rupees Two Lakhs) as financial aid to construct terraced houses of 323 square feet with sit out, hall, one room, kitchen and toilet. The aid is given to those who have no houses with proper living conditions, who own at least 3 cents / 2 cents / 1.5 cents of land in the Panchayat / Municipality / Corporation area respectively, and are below the poverty line. The aid is given in 4 instalments (@ 15%, 30%, 40% and 15% for instalments 1, 2, 3 and 4 respectively). The first instalment is disbursing in advance for the construction of basement of the house, second instalment is disbursing for constructing the house up to the lintel level and third instalment is for the completion of the structure including one toilet, and, the front and back doors of the house. The final instalment (4 th instalment) is disbursing only after the completion of the house.

The SC Promoters (working on honorarium basis) / SCDO (Scheduled Caste Development Officer at Block level) is visiting the site and inspecting the genuineness of the construction in between each stage. The e-housing project provides electronic transfer of housing assistance to the scheduled caste (SC) community of Kerala, initiated by the Scheduled Caste Development Department (SCDO) inaugurated on February 2011 and has been operational since April 2011. Under a Government scheme, the SC families/beneficiaries are given financial assistance for constructing houses and the amount for construction is released in four instalments on particular construction stages. The fund is disbursing through 155 Block Scheduled Caste Development Offices and more than 5000 post offices are involving in the process. In 2012-13, 1210 beneficiaries availed a sum of 3,48,15,500 rupees. The Manual System Prior to e-housing Project 1. The person who wishes to avail the benefit has to submit the application along with necessary supporting documents to the concerned SC Development Office in the corresponding Block Panchayats/ Municipal Corporations/ Municipalities (14 Offices in Thiruvananthapuram district). 2. The SCDO verifies the applications with the Gramasabha list (considered as the priority list) of beneficiaries signed by the concerned Grama Panchayat Secretary. 3. The applicants list after verification is send to the District SC Development Officer (DDO) for approval. 4. Based on the density of population of SC families (Census 2001 s statistic is using for taking the population), DDO is giving approval and the approved list is sending to the concerned SCDO. 5. The beneficiary then executed an agreement with the Department before receiving the 1st instalment of payment 6. After completing each stage of the work, SCDO conducted site inspections and certified stage certificates were sent to the DDO for disbursing the next instalments of the payment. 7. The amounts were being released to the beneficiaries in instalments through the SCDOs in the Block Panchayats/ Municipal Corporations/ Municipalities as Demand Draft. Issues faced 1. The beneficiaries had to make multiple visits at block, then at district offices, each time for transactions. 2. Allotments had to be secured from the DDOs; bills written up in Block Offices and counter signed in District Offices; amounts drawn from Treasuries through SCDO, demand drafts taken from the Bank through SCDO, given to the beneficiaries, who had to then take them to the Bank and draw the cash. 3. The process entailed considerable follow up by the beneficiary, who had to sacrifice several days of work to finally get the funds. 3.2.10 The Online Service delivery process

1. The person who wishes to avail the benefit has to submit the application along with necessary supporting documents such as caste certificate, income certificate, possession certificate of land, encumbrance certificate, declaration showing no other funds had been received from other agencies for the same purpose, etc., to the concerned SC Development Office in the corresponding Block Panchayats/ Municipal Corporations/ Municipalities (14 Offices in Thiruvananthapuram district). 2. The SCDO verifies the application, with the Gramasabha list of beneficiaries signed by the concerned Grama Panchayat Secretary, and supporting documents. 3. If the applicant found eligible, the SCDO enters the details in the e-housing website, uploads the scanned images of supporting documents and recommend the application with his remarks and the application is forwarded through online to the inbox of District Office Clerk. 4. The District Office Clerk verifies the application and prepares the draft sanction order and passes it on to the inbox of the Junior Superintendent/Head Clerk. 5. JS/HC verifies the application and draft sanction order and passes it on to the DDO for approval of Sanction Order. 6. The DDO approves the draft sanction order and issues the final sanction order and sends it to the inbox of SCDO. 7. On receipt of sanction order, the SCDO or SC promoter intimate the beneficiary regarding the sanction and opens the Postal SB account for the beneficiary. The postal department shall provide the application for opening of SB account to the SCDO. The details of village, name of guardian and relation, witness, account number, Post Office etc., to be included in the agreement are entered through the online software and the agreement is previewed. If okay, the agreement will be printed in the hundred rupees (Rs.100) bond paper by the SCDO and signed by both parties. 8. SCDO generates the first instalment claim statement and forwards it to the District Office Clerk. The Clerk verifies the claim request and forwards it to the Head Clerk/JS at District Office. Head Clerk/JS verify the claim statement, recommend it and forward to the DDO for approval. DDO can approve the claim statement. In the case of subsequent instalments, the SCDO approves the stage certificate through the online software and generate the claim request. 9. Claim statements approved by DDO will appear in the Disbursement list at the inbox of DDO. The disbursement list is generated Head Post Office wise (In Trivandrum District there is four Head Post Offices namely Attingal, Trivandrum GPO, Poojappura and Neyyattinkara). 10. The hard copy of the disbursement list along with the bill is submitted to the District Treasury. 11. The treasury cheque for the amount along with the hard copy of disbursement list is submitted to the Head Post Office for updating to the postal Account of the individual beneficiaries. The Head Post Office will also send intimations to the corresponding beneficiaries regarding the credit. 3.2.11 Current Issues Issues with the existing software

1. The entire process is not fully automated. 2. There is no provision in the software for the department, to view the status of the fund whether it reached at the beneficiaries account or not, and, to know the status of the applications and claim statements sent by the SCDO. 3. While the disbursement List is in edit mode, if the internet connection failure occurs before saving the list, there is no provision in the software to reopen the Disbursement List. 4. The software has no facility to view the Sanctioned Order subsequently after the first view. It only allows taking the printout followed by the first view. 5. After entering the stage certificate, the SCDO has to press the FORWARD button to pass it on to the District Office Clerk s inbox. At times while entering the stage certificate and without forwarding, the software automatically forwards the claim statement to the District Office Clerk s inbox, which is unseen both in SCDOs system and in District Office Clerk s inbox. This causes difficulties to send the claim statement in proper time and in such situations a need to contact with C-Dit is emerging. Issues with the Software Development Agency Delay in fixing bugs in the application and to implementing change requests. Delayed Disbursement Time delay in disbursement of the fund after implementing e-housing, it is because of two reasons: 1. The disbursement is from District SC Development Office. 2. The disbursement to the beneficiaries are through Post Offices Sometimes more than two weeks are taking to reach the fund in beneficiaries account, and the postal department is unable to answer and rectify. Lack of necessary Infrastructure Lack of sufficient hardware infrastructure in DDO s Office (for example, UPS in Trivandrum DDO, when the power failure occurs all the systems are going down). Step has to be taken to provide sufficient hardware peripherals. Delayed Service Delivery Incidents shows in Thrissur district, when two beneficiaries approached their sub post offices for withdrawal of fund, after two months of the date of receipt of order with DD by the Thrissur Head Post Office, the concerned sub post offices informed that the amount didn t credit in their accounts. And as per the beneficiaries complaint, when the DDO enquired about the matter over telephone in the Thrissur Head Post Office, their reply was they deposited the amount on the same day they received the fund from the department. Then the beneficiaries approached their concerned sub post offices again, and got the reply that they didn t get any intimation about the deposit of fund from the Head Post Office. The DDO again contacted with the Head Post Office over telephone and the reply was they already intimated to the sub post offices and if the concerned sub post offices didn t get the intimation yet, tell them to contact with Head Post Office so that they will give the copy of the intimation. Because of these reasons, the beneficiaries are unable to complete the

construction on time, in different stages, and to complete the house before the end of the financial year. Lack of Awareness & Communication No need of giving 6 rupees to the postal department to inform the fund availability to the beneficiaries as they knows it from the SCDO at the time of sanction order of the bill itself. Also, most of the time the Head Post Offices do not sending any intimation to the beneficiaries. Lack of Paperless Workflow The concerned staffs in the DDO have to do the routine paper file works along with the process of e-housing web application software. Lack of adequate training for PM, GPR, and e-gov implementation 1. The concerned staffs in the DDO have to do the routine paper file works along with the e-governance application process. DIT is organizing specialized training programme to build capacity of Departmental employees in the areas of e-governance Project Life Cycle, Government Process Reengineering, Business models and Public Private Partnership for e-governance Projects, Change Management and Capacity Building for e-governance, Regulatory framework for e-governance (IT Act and Contract Management), Information Security Management, Enterprise Applications & Open Source for e-governance, Project Management, and Assertiveness, Communication & Presentation Skills. These are the phases of STeP training. 2. No STeP training availed by the concerned staffs in the Department. 3.2.12 Suggestions and Recommendations 1. Aadhaar seeding of beneficiaries in the existing department e-housing database. 2. Aadhaar enabled bank account for the beneficiaries. 3. Instead of scanning and uploading, the e-district certificate number can be used for authenticity. 4. Provision for generating MIS report in the software. 5. To have a stringent SLA with the application developer. 6. Gramasabha list has to publish in the website. 7. Disbursement of fund through District Level Office has to be changed. A separate account in the bank attached with the treasury has to be maintained in the directorate level and the allocated fund in each financial year for e-housing project has to be deposited in advance. 8. Also, the Government may issue an order to transfer the fund electronically from the treasury to the bank account which is maintaining for the e-housing project. 9. The fund has to be disbursed to the beneficiaries through nationalized banks instead of post offices. 10. Necessary step has to be taken to provide sufficient hardware infrastructure to the District SC Development Offices. 11. STEP training has to be given to the concerned JS, SCDO, DDO and Section Clerk.

Website 12. A Project Management Unit or PeMT has to be setup in the Directorate of the Department. http://www.e-housing.kerala.gov.in 3.2.13 Possibility of Replication Can be replicated in other departments where there are similar projects. 3.2.14 Projects Studied Direct Benefit Transfer A decision was taken in the meeting of the National Committee on Direct Cash Transfer held by Hon'ble Prime Minister that Direct Benefit Transfer (DBT) will be rolled out from 1 January 2013 in 43 identified districts. The purpose of Direct Benefits Transfer is to ensure that benefits go to individuals' bank accounts electronically, minimising tiers involved in fund flow thereby reducing delay in payment, ensuring accurate targeting of the beneficiary and curbing pilferage and duplication. 26 schemes were identified for DBT rollout in 43 identified districts from 1.1.2013. It was further decided that future benefits under all the 26 schemes would be transferred in the following phased manner - (a) in 20 of the 43 districts, from 1.1.2013 (b) in 11 of the 43 districts after 1.2.2013, and (c) in the remaining 12 of the 43 districts after 1.3.2013. DBT through CPSMS The Central Government has announced Direct Benefit Transfer (DBT) under selected Schemes in selected districts across the country w.e.f. 01.01.2013. This shall result in transfer of amounts due to the beneficiary directly to her/his Aadhaar linked bank account thereby eliminating the existing intervening layers. Role of CPSMS a. CPSMS can serve as a common central portal for registering implementing agencies and beneficiaries. b. e-payments and validation CPSMS has an active interface with 90 Banks presently. This includes 26 PSBs, 59 RRBs and 5 large Private Sector Banks. CPSMS validates the Bank/ Post Office Account details with beneficiary s Bank/ Post Office. This ensures that money is transferred to a validated account thereby reducing the risk of misdirected payments. Implementing Agency verifies the details of name, address etc. provided by the beneficiary with the validated information supplied by Bank/Post Office Thereafter the implementing agency can make e-payments to beneficiaries to their validated bank accounts directly from the same CPSMS portal where beneficiary details have already been captured. The National Committee on DBT decided to start DBT rollout in 26 identified schemes (1 scheme was dropped) in 43 identified districts from 01.01.2013. The successful implementation of DBT rests on twin pillars of Aadhaar generation and financial inclusion of the beneficiaries. Thus the readiness of a district for DBT rollout is dependent on

sufficient Aadhaar generation and financial inclusion. DBT rollout therefore, has been planned in a phased manner. Now, Phase II of DBT is going to be launched from 01.07.2013 in 78 identified districts. Three additional schemes are identified for Direct Benefit Transfer. The districts are identified on the basis of sufficient Aadhaar enrolment figures and financial inclusion. The Schemes were selected on the basis of higher incidence of beneficiaries with bank accounts and where flow of Funds was found to be relatively simpler. Accordingly, most schemes are related to scholarships, benefits to women and child labour. What are Benefit Transfers This category covers schemes like Scholarships, Janany Suraksha Yojana and Indira Awaas Yojana etc. wherein, cash transfers are given to the beneficiary to incentivize consumption of a specific good like education, institutional deliveries and pukka housing etc. respectively. Objectives of DBT DBT envisages a switch from the present electronic transfer of benefits to bank accounts of the beneficiary to transfer of benefits directly to Aadhaar seeded bank accounts of the beneficiaries. DBT proposes to ensure: Accurate Targeting. De-duplication. Reduction of Fraud and Corruption. Process Re-engineering of Schemes for simpler flow of information and funds. Greater Accountability. Elimination of wastes in subsidy transfer. 3.2.15 Implementation of DBT System in Kerala The SC Development Department implemented the DBT System through e-grantz by creating a link in the application software. The Pilot Project in Wayanad and Pathanamthitta is successfully implementing and the application software is ready for the second phase which includes nine more districts from Kerala namely Palakkad, Kottayam and Idukki recommended by RGI & UIDAI, Ernakulam, Alappuzha, Kozhikode, Thrissur and Thiruvananthapuram recommended by UIDAI and Kannur recommended by RGI. Website http://www.e-grantz.kerala.gov.in Projects Studied e-med Due to some complexity in the disbursement of funds through online, the department didn t start yet the e-governance project eventhough the application is fully developed.

3.2.16 Recommendations to the SC Development Department 1. Integrated 3-tier end-to-end service portal for the SC Development Department. 2. Aadhaar seeding of beneficiaries in the existing databases of the Department. 3. Aadhaar enabled bank account for all the beneficiaries. 4. To have a stringent SLA with the application developer. 5. Elimination of the process of submitting the application manually by the beneficiary, rekeying of data, submitting the hard copy for registration, etc., 6. Data Integration with the e-district database to avoid scanning and uploading. 7. Provision for generating MIS report in the application softwares. 8. Gramasabha lists and/or any beneficiary selection criteria lists have to be published in the web portal. 9. Separate bank account in the directorate level to maintain the allocated fund in each financial year, in the bank, attached with treasury for each project in advance. 10. Necessary legal reformation to facilitate transfer of fund electronically from the treasury to the bank account and to disburse the funds to the beneficiaries through nationalized banks instead of post offices. 11. The beneficiary student has to get the online facility to view the status of his/her file. 12. After online filing of application, the beneficiary has to get an SMS intimation. 13. Complaint redressal mechanism with auto escalation. 14. Wide publicity through media, organizing awareness programmes through SC Development Promoters, about the portal among the beneficiaries. 15. STeP training has to be given to the concerned JS, SCDO, DDO and Section Clerk. 16. Provision of sufficient hardware infrastructure to the Department. 17. Establishment of KSWAN connectivity to the entire offices. 18. Formation of a dedicated Project e-mission Team (PeMT) at the Department Directorate the effective implementation of e-governance necessitates a dedicated team with appropriate skill sets and aptitude to facilitate the e-governance project administration and overall leadership in the implementation of e-governance projects. 3.2.17 SWOT Analysis Strengths Availability of Plan Fund. Own Database Server at SDC. Dedicated Staff in the Dept. Weaknesses Lack of Information Services in e-governance applications. Independent Systems for various services.

Aadhaar seeded beneficiaries for e- grantz when DBT rolled-out. Lots of application bugs & process issues in the e-gov projects. Lack of integrated Service Delivery. Incomplete KSWAN connectivity. Lack of awareness & communication. Lack of necessary infrastructure. Opportunities 3-tire end-to-end application software for the entire Services. Information Services through m-governance. Complaint redressal mechanism with auto escalation. Aadhaar enabled bank account for all the beneficiaries. Threats Reluctance for GPR. Lack of confidence in the e-governance System. Lack of Complaint redressal mechanism. Lack of internal capacity building for supporting core infrastructure components. Scope for GPR in all the processes. Integration with e-district database. 100% KSWAN connectivity. Formation of a dedicated PeMT. Environment protection through paperless offices. 3.2.18 Action Plan for the next 2 years Action Item Immediate Interim Long Term Integrated 3-tier end-to-end service portal for the SC Development Department. * Aadhaar Seeding of beneficiaries in the existing databases and Aadhaar enabled bank account for all the beneficiaries. * Complaint Redressal Mechanism with auto escalation. * Introduction of M-Governance. * Sufficient Hardware Infrastructure to the Department. * STeP Training to the concerned Officials. * To have a stringent SLA with the application developer. *

Necessary Legal Reformation to facilitate transfer of funds electronically from Treasury to the Bank account and to disburse through Nationalized banks instead of Post Offices. * Wide Publicity through media, organizing awareness programmes through SC Development Promoters, about the Portal among the beneficiaries. * Formation of a dedicated Project e-mission Team (PeMT). * KSWAN connectivity in the remaining section offices. * Integration with SSDG. * Paperless Offices. * Resource Persons Mr. Padmakumar, Nodal Office, e-grantz, SC Development Department Directorate 0471-2737251 Mr. S. Biju, LDC, ST Development Department Directorate 9496777700

3.3 Labour Department Labour Department is one of the major Departments of Govt., mainly involved in creating industrial peace and maintaining it in the State. For these functions there is two wings in the Department under the leadership of two Additional Labour Commissioners 3.3.1 Mission and Vision of the department The most important aims and objectives of the department include maintenance of peaceful atmosphere in the labour sector as a whole; ensure co-operation and healthy relation between the employers and the employed; systematic implementation of the various labour laws (numbering 27 Central/State Acts and Rules) throughout the State etc. Organization Chart 3.3.2 Major Functions of Labour Department Functions of the State Labour Department can mainly be divided into four: Industrial Relations Enforcement Quasi-judicial Functions Welfare Schemes Industrial Relations Labour Department is instrumental in maintaining cordial industrial relations. Its conciliation machinery consists of the Labour Commissioner, Additional Labour commissioner (IR), Regional Joint Labour commissioners, Deputy Labour Commissioner (HQ), District Labour Officers (General), Deputy Labour Officers and Assistant Labour Officers Grade I. The industrial disputes are settled mainly through the intervention of the conciliation officers through the process of

conciliation. If conciliation fails, the dispute is referred for adjudication by Labour Courts/ Industrial Tribunals. Besides DLO is the conciliation officer of the Kerala Head Load Workers Act, 1978 with powers to settle/decide disputes. Enforcement Enforcement of the various labour legislations is mainly carried out through 101 Assistant Labour Officers (Grade II) and 10 Inspectors of Plantations. The Assistant Labour Officers are controlled and supervised by 11 District Labour Officers (E) in the Districts except in Idukki, Wayanad and Pathanamthitta where District Labour Officers (G) is entrusted with the enforcement functions also. A state Advisory Contract Labour Board has been constituted and functioning in the State for advising the Govt. in the matter of abolition of contract labour. The Inspectors of Plantations are functioning under the Chief Inspector of Plantations, an Officer in the cadre of Joint Labour Commissioner, whose headquarters is at Kottayam. The chief Inspector and the 10 Inspectors of Plantations function as a separate Inspectorate for enforcement of Plantations Labour Act 1951 and other labour laws applicable to Plantations in the State. The Assistant Labour Officers are the notified inspectors under 18 Labour Legislations. The Assistant Labour Officers and the District Labour Officers (E) are supervised and controlled by three Regional Joint Labour Commissioner at Kollam, Ernakulam and Kozhikode. The Additional Labour Commissioner (E) in the office of the Labour Commissioner has overall supervisory charge of the enforcement officers in the state. Besides this, the Labour Commissioner and all other officers in the Labour Commissionerate are empowered to carry out the functions of inspectors under all the 18 legislations mentioned above. A District Labour Officer (HQ) in the Office of the Labour Commissioner is functioning as the Inspector of news paper establishments, for the whole state. For effective functioning of the enforcement wing, the inspections in establishments are streamlined in such a way that the establishments employing 50 to 250 employees are being inspected by the District Labour Officers (E) while establishments employing more than 250 employees are put in charge inspected by the Regional Joint Labour Commissioners. Special inspection squads for Cashew Industry constituted with the co-operation of different departments, like Provident Fund, E.S.I. etc. have played a very significant role in ensuring various benefits payable to the Cashew Workers in the State. Quasi-Judicial Functions All the Deputy Labour Commissioners except Deputy Labour Commissioner (IR), Ernakulam and Dy.Labour Commissioner (HQ) are acting as authorities exclusively dealing quasi-judicial functions under the labour enactments given below:- 1. Workmens' Compensation Act 2. Kerala Shops and Commercial Establishments Act (Shop appeal) 3. Claims under Minimum Wages Act 4. Kerala Payment of Subsistence Allowance Act 5. Kerala Casual Temporary and Badli workers Act 6. Kerala Industrial Employment (Standing orders) Act The Regional Joint Labour Commissioners are functioning as Appellate Authorities under the Kerala Head Load workers Act, Payment of Gratuity Act, Kerala Industrial Employment (standing orders) Act, etc. The DLOS are the controlling authority under the Payment of Gratuity Act, and

Conciliation Officer under the Kerala Head Load Workers Act for settling / deciding disputes under the said Act besides other functions. Welfare Schemes The Government has implemented welfare schemes for workers employed in various sectors in Kerala. Welfare Fund Boards were formed in this regard. Numerous reforms and welfare schemes that are instituted for the employees are successfully implemented by these welfare funds boards. The list of Welfare Fund Boards are given below: 1. Kerala Abkari Workers' Welfare Fund Board 2. Kerala Agricultural Workers' Welfare Fund Board 3. Kerala Artisans and Skilled Workers Welfare Scheme 4. Kerala Beedi & Cigar Workers Welfare Fund Board 5. Kerala Building & Other Construction Workers' Welfare Board 6. Kerala Cashew Worker's Relief & Welfare Fund Board 7. Kerala Handloom Workers' Welfare Fund Board 8. Kerala Headload Workers' Welfare Fund Board 9. Kerala Labour Welfare Fund Board 10. Kerala Motor Transport Workers' Welfare Fund Board 11. Kerala Shops & Commercial Establishments Workers Welfare Fund Board 12. Kerala Tailoring Workers' Welfare Fund Board 13. Kerala Toddy Workers' Welfare Fund Board 14. Kerala Beedi & Cigar Workers Welfare Fund Board 15. Kerala Eetta, Kattuvally And Pandanus Leaf Workers' Welfare Fund 16. Kerala Small Plantation Workers' Welfare Fund Board 17. Kerala Jewellery Workers' Welfare Fund Board 18. Kerala Minimum Wages Advisory Board 3.3.3 Services available from labour offices The following are the various services available from labour offices:- Assistant Labour Offices (100 Assistant Labour Officers Grade II) 1. Registration and renewal of shops 2. Registration of Head Load Workers 3. Registration and renewal of Motor Transport undertaking 4. Receipt of applications for registration under Trade Union Act and send to the Registrar 5. Recognition of holidays as per National Festival Holidays Act 6. Receipt of applications for membership and benefits in the Aam Admi Beema Yojana District Labour Offices 1. Receipt of applications under Gratuity Act and its disposal

2. Receipt of complaints under Industrial Disputes Act and its disposal 3. Receipt of complaints under Bonus Acts and its disposal 4. Receipt of appeal under Head Load Worker s Act and its disposal 5. Receipt of applications for financial assistance under Tree Climbers Welfare Scheme and its disposal 6. Receipt of application for subsistence allowance and its disposal 7. Registration under Construction Workers Act; Action on building cess assessment. 8. Recognition of National Festival Holidays. 9. Registration under Contract Labours Licenses and its renewal 10. Registration, License and its renewal under Inter State Migrant Workers Act. 11. Receipt of applications for membership under Shops and Commercial Establishments Act. 12. Financial Assistance to workers in the closed down cashew factories. 13. Financial Assistance to workers in the closed down companies and estates. 14. Distress Relief Fund for daily waged employees. 15. Relief Fund for estate workers 16. Comprehensive Health Insurance Scheme. Deputy Labour Commissioner Offices 1. Receipt of applications for standing orders certificate 2. Receipt of application on shop appeal 3. Receipt of applications for compensation under Workmen Compensation Act. 4. Receipt of application for claim under various labour laws. 5. Receipt of application under subsistence allowance. Regional Joint Labour Commissioner's Offices 1. Receipt of complaints under Plantation Workers Act and its disposal 2. Appeal on judgment under gratuity 3. Receipt of applications under Bonus Act and its disposal 4. Recognition of National Festival Holidays Inspector of Plantations Offices (10 Inspectors of Plantations) 1. Enforcement of Plantations Workers Act 2. Enforcement of all other laws for plantation workers 3. Receipt of applications under small plantations workers welfare scheme 4. Recognition of National Festival Holidays Chief Inspector of Plantations Office (in the Headquarters at Kottayam) 1. Registration under Plantation Workers Act

2. Appeal on order of Inspector of Plantations Labour Commissioner s Office 1. Receipt of applications for appeal under Plantations Workers Act and its disposal 2. Receipt of applications on bonus issues and its disposal 3. Registration of Trade Unions 4. Recognition of National Festival Holidays 5. Registration of Contract Labourers Licenses and renewal. 6. Registration under Inter State Migrant Workers Act License and its renewal. 7. Certification of standing orders 8. Distribution of Relief Fund for Plantation Workers 9. Distribution of free relief fund for workers families of closed down factories Deputy Labour Offices Labour Court Industrial Tribunal Minimum Wages Committee 1. Minimum Wages Act 2. Form 13 (Wages Slip) 3. 75 inspections per month 4. Registration 5. Renewal 6. Notice 7. Inspection 8. Rectification within 6 months 9. Prosecution after 6 months, if not rectified 10. Kerala Shops & Commercial Establishment Act 1960 (provisions), Rules 61 (implementation) Port Trust Approximate Annual Transaction Details of certain Services Sl. No. 1 Acts Kerala Shops and Commercial Establishments Act Registration Approximate number of transactions from January 2012 to December 2012 Registration Renewal Licence Licence renewal 101532 182246 Nil Nil

2 3 4 The Contract Labour (Regulation and Abolition) Act, 1970 The Inter-state Migrant Workmen (Regulation of Employment and Conditions of Service) Act, 1976 The Kerala Headload Workers Act, 1978 215 58 208 289 167 24 172 438 5574 Nil Nil Nil 5 Trade Union Registration 184 Nil Nil Nil 6 7 8 The Motor Transport Workers Act, 1961 Trade Union Registration certificate duplicate The Beedi and Cigar Workers (conditi ons of Employment) Act, 1966 2413 2886 Nil Nil Nil Nil Nil Nil 7 206 Nil Nil 9 The plantations Labour Act, 1951 5 Nil Nil Nil 10 Kerala Building and Other Construction Workers Act 1248 Nil Nil Nil Total 3.3.4 Existing Online Services Department provides the following online services covered under various Acts through a web based Labour Commissionerate Automated System: 1. Online Registration 2. Online Renewal 3. Online Licence 4. Download Challan 5. Upload Payment details using challan 6. Print Application 7. Online Trade Union Registration 8. Online filing of return 9. Download Registration Certificate 10. Download Licence Acts covered under online services: 1. The Beedi and Cigar Workers (Conditions of Employment) Act, 1966 2. The Contract Labour (Regulation and Abolition) Act, 1970

3. The Inter-State Migrant Workmen (Regulation of Employment and Conditions of Service) Act, 1976 4. The Kerala Headload Workers Act, 1978 5. The Motor Transport Workers Act, 1961 6. The Plantations Labour Act, 1951 7. Kerala Building and Other Construction Workers Act 8. Kerala Shops and Commercial Establishments act Online service s workflow 1. The applicant needs to select the Act for registration. 2. The applicant has to select the concerned District and Registration office and the Place (If needed) and fill all the data in the application form. 3. Upon Submitting application the applicant can verify the details and also change the data before confirm the details. 4. The Applicant will get the application number after successful completion. 5. Payment Options Available, 1. Challan, Using Challan applicant can download challan form (if necessary) for Payment. After payment to the Treasury applicant can update the payment details online. 6. The applicant can download and print the application after the successful completion of registration. 7. Applicant can take the print of application and send by post to the Concerned Labour Office along with the Original Challan. 8. After the verification of Application form and Challan the Registration Certificate will be available Online. The Applicant will be informed by SMS and Mail and can Download or Print the Registration Certificate and keep it for future reference and use. 9. If the Application is rejected, it also will be informed to the Applicant by Mail and SMS with the reason. 10. The Applicant can check the status of the Application any time in the Website. 3.3.5 Current Issues The applicant has to take the hard copy, once the registration is completed through online and need to send the same to the concerned Labour Office. Due to the absence of Payment Gateway System, the applicant has to visit the Treasury for making the Payment, and again has to visit the Post Office to send the hard copy of the application along with the challan to the concerned Labour Office. Lack of motivation by the Officials to use the online web enabled system. Lack of advertisement to promote the use of online website. Since the applicant can also submit the application in person to the concerned Labour Office which affects negatively to the existing online system. The system is not fully automated authority has to verify the application manually to generate Registration Certificate.

Lack of services through Citizen Service Centres like Akshaya. 3.3.6 Suggestions Training has to be given to the concerned officials. GPR has to be done to add Payment Gateway and to make the Project fully automated. Proper advertisement through media is needed, once the software is fully automated. 3.3.7 Newly Proposed Online Project by the Labour Department A web enabled Application Software for the following Services. Here the employer has to give the cheque to NPAI (National Pay Authority of India, Calcutta). The Payment Authority will disburse the Salary to the employee s aadhaar enabled bank account. 1. Small Financial Institutions 2. Textile Shop 3. Jewellery Shop 4. Private Hospitals 5. IT & IT related institutes 6. Un-Aided Private Schools 7. Building & Other Construction Works The expense of the Project will meet from the Plan Fund of the Department which is Rs.6 crores. RFP is going to outsource. Scope will be progressively elaborated. The Pilot implementation of the project might be in Calicut, Thrissur, Cochin and Trivandrum. SWOT Analysis Strengths Availability of Plan Fund. Weaknesses Incomplete KSWAN connectivity. Lack of necessary infrastructure. Opportunities 3-tire end-to-end application software for the entire Services. Information Services through m-governance. Threats Lack of internal capacity building for supporting core infrastructure components. Complaint redressal mechanism with auto escalation. Formation of PeMT. Action Plan for the next 2 years

Action Item Immediate Interim Long Term Integrated 3-tier end-to-end service portal for the Department. * * * * * * To have a stringent SLA with the application developer. * * * Formation of a dedicated Project e-mission Team (PeMT). * KSWAN connectivity in the remaining offices. * Integration with SSDG. * *

3.4 National Employment Service Kerala The Department of National Employment Service (Kerala) came in to existence on 1st November 1956. Employment department is a State Government department under the Ministry of Labour and Rehabilitation, Government of Kerala with its HQ (Directorate) at Trivandrum. The Employment Services department has a primary objective of providing an interface between the employers and the job seekers. It sponsors the candidates of required qualification, experience and skill set for various jobs within the shortest possible time. This can be only achieved through the integral computerisation of the whole department and provide a public interactive interface. The existing software for the Department is a client server based one which only works in a LAN environment. It is deployed in each employment exchange offices that span across Kerala and the database is dispersed. It has no public interface which hinders efficient and transparent service delivery to the citizens and the other stakeholders. Therefore the department could not deliver a timely, efficient, and transparent service to the stakeholders. The department has two application Servers and two database Servers of its own in State Data Centre at Technopark. And, the hardware infrastructures of Desktop PC 524, LCD Projector 22, Laptops 22, Scanners 2, Laser Printers 163 and Dot Matrix Printers 128. Also, the department is in need of 170 computers, 84 dot matrix printers (with hub and lines), 14 scanners and 84 UPS of 3KV. Kerala State IT Mission (KSITM) is a nodal agency of State Government in initiating, supporting and facilitating all e-governance projects in the State. The Employment Director vide letter no. 2013/1461/45 entrusted KSITM to prepare project report, EOI and float an RFP to identify a suitable vendor for the project. KSITM found a core team consisting of representatives from the Employment directorate and SeMT. Towards this, KSITM has prepared a DPR of this project for Administrative Sanction purpose. Forty four lakhs of unemployed registrants are in Employment Exchanges in Kerala. Employment Exchanges create an exchange of information amongst the stakeholders including the employers and prospective employees and provide avenues of employment to the citizens of the state with required qualification and experience for various jobs within the shortest possible time. Offices and locations of National Employment Service in Kerala Name Number of Offices Remarks Directorate of Employment 1 Regional Deputy Directors Offices District Employment Exchanges Professional & Executive Employment Exchanges 3 14 3 Presently working in a rented building and trying to shift to the Public Office against the vacant place of Commercial Taxes Department (CTD already shifted to Tax Bhavan) At Tvpm, Ekm and Clt. Post Graduation>50% can also register here. Broadband connectivity

Town Employment Exchanges Rural Employment Exchanges Special Employment Exchanges for Physically Handicapped Applicants University Employment Information & Guidance Bureau Employment Information Assistance Bureau Coaching cum Guidance Centres for SC/ST Total number of Employment Exchanges 60 1 6 7 6 problem because of insufficient cable length 6 JEOs, one each in Block Offices, for receiving the applications. 2 Kochi and Kozhikode 84 Total number of Offices 103 Total number of Registrants as on 05/2013 Vision 43,42,267 Thozhil, an offline software is using for registration and data backup is taking every day in CD Provide a platform of interface between stakeholders for responsive transparent and efficient employment service in order to meet skill needs of a dynamic society. Mission Provide gainful employment to all jobseekers in the State of Kerala either through paid employment or self employment and to provide vocational/educational guidance and other service to the utmost satisfaction of the stake holders. Major Stake Holders The major stakeholders of the department are Employment Service Department, Job Seekers, Employers, Students, Entrepreneurs, Local Bodies, Banks & Financial Institutions, Other Departments, Government and Unorganized sector such as Job Seeker & Private Employer. Major Services of the Department The major services providing by the National Employment Services-Kerala are Registration- Renewal, Submission-Placements, Employment Market Information, Unemployment Allowance, Self Employment Scheme, CNV Act Implementation, Peripatetic Survey Programme, Vocational Guidance, Special Assistance to PH, Special Assistance to SC ST and Employability Centre. A. Registration - Renewal As per the existing rules, the candidate has to report in person to get his name registered in the Employment Exchange. When the provision for online registration comes into effect, the candidate can register his name from any computer that has an internet connection. But the certificates, in original, are to be produced in the Employment Exchange with in the specified time for verification to avail seniority from the date of registration. The minimum age limit for registration is 14 years. No maximum age limit has been prescribed.

A candidate can register his name only with the Employment Exchange under whose jurisdiction he resides. Dual registration is looked upon as a penal offence. The punishment will amount to forfeiture of registration. But a person possessing Professional and Executive qualifications can register their names in the Professional and Executive Employment Office, Thiruvananthapuram or the Regional Professional and Executive Employment Exchanges at Ernakulam or Kozhikkode, under whose jurisdiction he resides as the case may be, and retain his registration in the local exchange also. Addition of Qualification Qualifications achieved after registering the name in the Employment Exchange can be added to the registration record as and when it is acquired. The selection from the Employment Exchange is based on the seniority on first come first served basis. Registration Renewal The registration is valid for a period of 3 years. The registrants are to renew their registration in the renewal month of the 3rd year of registration to save it from being cancelled. However they are normally given a grace period of 2 months. The Scheduled Caste/Scheduled Tribe candidates are given a grace period of one year. The Physically Handicapped candidates shall be intimated of the date on which the registration lapses. Lapsed Registration Those persons who could not renew their registration but still want the services of the Employment Department can register afresh with the seniority of the date of re-registration. Even if they do so, sometimes it may happen, that according to the special orders from the Government they may get their previous seniority restored if they apply within the time limit prescribed in such Government Orders. Registration Transfer a) Change of address within the jurisdiction will be changed in the registration record by the Employment Officer if an application is given. (b) (c) Transfer within the state when shifting of residence is to another area which comes under the jurisdiction of another Exchange within the State. Transfer out of the state is allowed by an application along with the surrender of registration identity card. B. Submission-Placements The Employment Services Department has a primary objective of providing an interface between the employers and the job seekers in that it sponsors the candidates of required qualification, experience and skill set for various jobs within the shortest possible time. The department strives to achieve its objective through the process of registration, renewal, selection and sponsoring of eligible candidates against notified vacancies. The whole process involved through which the employers acceptance of a person in to a remunerative job is called placement service. Sometimes it may be training/apprenticeship with the object of their becoming paid employees on completion of their training/apprenticeship. Selection through Employment Service is conducted to (a) the temporary vacancies coming under the purview of Kerala Public Service Commission in the State Government Sector, Quasi

State Government Sector and Local Body Sector, (b) vacancies which do not come under the purview of the KPSC (c) Part Time Contingent posts in the public sector (d) Temporary and permanent vacancies in the Central Government Sector, Quasi Central Government Sector, Cooperative Sector and Private Sector, and, (e) Vacancies notified from the Private Sector. When vacancies are notified to the Employment Exchanges, selection is done according to criteria like Employment Registration Seniority, Communal Reservation Rules, Age, Priority, Qualification, Experience, Physical fitness etc. List of senior most candidates, among those who registered the required qualification and considering all those above criteria, normally limited to 9 numbers per vacancy, is forwarded to the Employer. Suitable candidate is being selected from this list by the Employer himself, on the basis of written test or interview or both. SECO State Employment Co-ordination unit functioning in the Directorate of Employment handles the 1. Outside State Vacancies 2. Vacancies numbering 50 or more 3. Vacancies which an improbable to be filled up through Employment Exchange 4. Vacancies where the place of work or number of vacancies in each district is not defined. These vacancies are circulated to all Employment Exchanges in the State and the lists are consolidated and sent to the employer. C. Employment Market Information 1. Periodic changes in the level of Employment 2. Occupational, Educational, Industrial and Sectoral composition of employment 3. Shortages and surplus in manpower etc., Employment exchanges are responsible for collecting information about employment in the Private Sector as well as in the Public Sector at regular intervals. This is being done by what is known as establishment reporting system. Under this system, all establishments in the Public Sector and selected establishments in the Private Sector engaged in non-agricultural activities are required to furnish details about the number of persons they are employing regularly, vacancies that have occurred therein and the type of persons they find to be in short supply. The information is collected from all establishments in Public Sector and those employing 25 or more persons in the Private Sector under the provisions of the Employment Exchanges (Compulsory Notification of Vacancies) Act, 1959 which has made it obligatory on them to render to the local Employment Exchange employment and Occupational returns prescribed under the Employment Exchanges (Compulsory Notification of Vacancies) Rules, 1960. D. Unemployment Allowance Scheme Scheme The scheme for providing dole at the rate of Rs. 120/- per month to the unemployed who are registered in the Employment Exchange in Kerala is called the Unemployment Allowance Scheme.

The unemployment Allowance Scheme was introduced in 1982 by the Government of Kerala vide G.O.(P) No.40/82/LBR dated 12/11/1982. The scheme was being implemented through National Employment Service-Kerala upto 28/5/1998. Consequent on enacting the Kerala Panchayath Raj and Municipalities Act of 1994, the scheme was transferred to Local Bodies vide G.O(P) No23/98/LBR dated 28/05/1998. Now the Unemployment dole is distributed through Local Bodies. Eligibility For applying for Unemployment Allowance the candidate should have a registration seniority of 3 years after completing 18 years of age. The upper age limit is 35 years, the educational qualification for general categories is SSLC Pass. In the case of Scheduled tribe/caste candidates, they should have at least appeared for the SSLC examination after regular schooling. Physically handicapped candidates should have attended SSLC Examination after regular schooling and should have continuous Registration Seniority for 2 years after attaining 18 years of age. The annual family income limit for applying Unemployment Allowance Scheme is fixed as Rs.12,000/-. The personal monthly income of the applicant should not be above Rs.100/- per month. Students are not eligible for applying Unemployment Allowance Scheme. Implementation As per the revised norms an eligible candidate can submit application for unemployment Allowance in the prescribed form at any time to the local body concerned. The welfare standing committee on verification may sanction or reject the application on merit and an eligible candidate can receive the Unemployment allowance for the next month of application onwards when the Local Bodies are authorised to disburse the amount. The applicants whose applications are rejected can submit their appeal within 60 days of the receipt of the rejection memo from the local bodies to the District Collector concerned. Monitoring The Director of the Employment is the controlling authority of Unemployment Scheme in the State. The Government grant funds to the Director of Employment, he in turn, distributes the funds to the local bodies through District Employment Officers. District Employment Officers are entrusted with the inspection of the accounts of Local Bodies. E. Self Employment Schemes In the present day scenario, placement in the Government sector is decreasing. Self- Employment promotion is the need of the hour. Necessary information is given to entrepreneurs visiting the Employment Exchanges regarding the various Self Employment Schemes implemented in the state like Nehru Rozgar Yojana, Kudumba Sree etc. Apart from these, there are three Self Employment Promotion Schemes implemented exclusively through the Employment Department. They are a. KESRU b. MPSC/JC (Multi-Purpose Service Centers/Job clubs) c. Saranya (Self-Employment Scheme for the Destitute Women)

These Self Employment Programmes are implemented through the14 District Employment Exchanges. Special Self-Employment Guidance Units are functioning in 2 District Employment Exchanges in the State, one at Kollam and the other at Idukki. Self Employment Schemes Implemented through Employment Department are getting high subsidy, with less formalities, no intermediaries, providing free EDP training, getting departmental support and the service is fully free of cost. a. KESRU 99 (Kerala Self Employment Scheme for the Registered Unemployed) Scheme The scheme was sanctioned vide G.O.(P)No.40/99/Labour dated 30.03.2009. Bank loan up to Rs.1,00,000 is given for starting self-employment ventures to individuals, out of which 20% is reimbursed as Government subsidy through Employment Department. The spouse or parents of the beneficiary will be the guarantor. Beneficiary contribution is not mandatory. Eligibility All unemployed persons in the live Register of Employment Exchanges between the age limit 21-50 with annual family income not exceeding Rs.40,000/- and individual income below Rs.500/- per month are eligible. Educational Qualification should suit the project selected. Preference will be given to those with professional or technical qualification and beneficiaries of unemployment dole scheme. Students are not eligible for applying under KESRU Implementation Application forms are available free of cost from the Employment Exchange where the candidate is registered and is to be submitted there along with the project report and income certificate from the village officer. After a preliminary verification in the Employment Exchange the applications which are found eligible are forwarded to the District Employment Exchange concerned for scrutiny. Scrutinised applications are submitted by the District Employment Officer to the District Committee for sanctioning loans through Nationalised Banks, District Co-operative Banks, Scheduled Banks and KSFE. Sanctioning authority is the District Committee for KESRU where District Panchayat President is the Chairman and Employment Officer (Self Employment) is the Convener. Regional Deputy Director of Employment is the appellate authority. KESRU beneficiaries will not be submitted against temporary vacancies but will be considered for regular vacancies. Appeal Authority For rejection on matters related to Employment Exchange level verification, the Applicant can submit his appeal to the concerned Regional Deputy Director of Employment Monitoring The Director of Employment is the controlling officer of the scheme. The scheme is monitored through the Employment Officers (Self Employment) of the concerned District Employment Exchanges. b. MPJC SC

MPSC/JC (Multi-Purpose Service Centres/Job clubs) Scheme This scheme was sanctioned vide GO(P)No.143/2007/Labour date 28.10.2007. MPJC is a group oriented self-employment scheme for development of enterprises in the unorganised sector. This scheme contemplates establishment of multi-purpose service centres under duly constituted groups of qualified and registered unemployed persons, in the unorganised sector. Bank loan up to Rs. 10,00,000 is given for starting self-employment group ventures of 2 to 5 members, out of which 25% subject to maximum of Rs. 2,00,000/- is re-imbursed as Government subsidy through Employment Department. The scheme is incorporated with Credit Guarantee Scheme. In the job club there should be 2 to 5 members and one among them will be the team leader. Other members will be partners. A partnership agreement in a stamped paper of Rs.50/ is to be signed by them. They are individually, collectively and equally responsible for satisfying the conditions stipulated by the financial institutions in respect of providing security/ guarantee, for the successful implementation of the project and for the repayment of the loan amount. Eligibility All unemployed persons in the live Register of Employment Exchanges between the age limit 21-40 with relaxation in the upper age limit of three years to OBC applicants and 5 years to SC/ ST/PH applicants are eligible. The annual family income should not exceed Rs.50,000/-. Beneficiary contribution is 10%. Educational Qualification should suit the project selected. Preference will be given to those with professional or technical qualification and beneficiaries of unemployment dole scheme. Implementation Application forms are available free of cost from the Employment Exchange where the candidate is registered and is to be submitted there along with the detailed project report and income certificate from the village officer. Primary verification as regards to age, income, skill and qualification to implement the project, correctness of the documents submitted etc will be done in the District Employment Exchange by the Employment Officer of the Self Employment Unit. Scrutinised applications are submitted by the District Employment Officer to the District Committee for sanctioning loans through Nationalised Banks, District Co-operative Banks and Scheduled Banks. Sanctioning authority is the District Committee for MPSC/JC where District Panchayat President is the Chairman and District Employment Officer is the Convener. Government of Kerala is the appellate authority. MPSC/JC beneficiaries will not be submitted against temporary vacancies but will be considered for regular vacancies. For availing loan under this MPSC/JC the beneficiary can avail the benefit of Credit Guarantee Trust Scheme for Micro and Medium enterprises. If the scheme belongs to the sector of service/industry, this Trust will stand as surety for the loan amount. To avail this benefit, the beneficiary has to remit 1.5% for the first year and 0.75% thereafter of the total loan amount to this Trust.

When the loan is sanctioned a joint loan account is to be opened in the names of all the job club members. 10% of the total project cost is to be remitted in this loan account. Then the financial institution will inform the District Employment Officer about the sanctioning of the loan. The District Employment Officer will send the subsidy amount by means of Demand Draft to the loan account of the beneficiaries. Monitoring The Director of Employment is the controlling officer of the scheme. The scheme is monitored through the District Employment Officers. c. Saranya (Self Employment Scheme for the Destitute Women) Scheme This scheme was sanctioned vide GO(P)No.81/2010/Labour date 24.07.2010. Saranya is the new self-employment scheme introduced by the State Government for uplifting the most backward and segregated women in the State, namely widows, divorced, deserted, spinsters above the age of 30 and unwedded mothers of Scheduled Tribe. Interest free bank loan of upto Rs.50,000 is given for starting self-employment ventures, out of which 50% is re-imbursed as Government subsidy subject to a maximum of Rs. 25,000/- through Employment Department. Repayment will be in 60 equal monthly instalments. If the venture requires an amount above the limit of Rs.50000/, the applicant has to remit her beneficiary contribution of 10% of that amount. Moreover, the beneficiary has to remit 3% as interest at flat rate for the amount she avails in excess to Rs. 50000/. This scheme is intended for individual ventures, but it is also allowed to start joint venture by more than one entrepreneurs. Each person of this joint venture will get maximum amount of loan and its subsidy. The beneficiary is exempted from providing any security for the loan amount. Eligibility All unemployed widows, divorced, deserted, spinsters above the age of 30 and unwedded mothers of Scheduled Tribe in the live Register of Employment Exchanges between the age limit 18-55 except in the case of spinsters, are eligible. Widows (wife of late) means, the woman whose husband is deceased and she has not remarried till date. Certificate is to be obtained from the Village Officer/President of the Grama Panchayat or Chairman of the Municipal Corporation or the Mayor of the Corporation as the case may be. Divorced woman means, the woman who has been divorced through a court of law or through her religious organization. Certificate to the effect that she has not yet remarried is to be obtained from the Village Officer. Deserted means woman deserted by her husband/ woman whose husband is missing means woman whose husband is absconding otherwise missing for the last seven years. Such woman should produce certificate from the Tahsildar to the effect that she has not been remarried till date. Spinsters means unmarried woman means a woman who has completed the age of 30 years as on 1st April of the year of application and not yet married. Certificate to this effect is to be produced from the Village Officer.

Unmarried mother means unmarried mother who belongs to Scheduled Tribe Category means woman who belongs to Scheduled Tribe Category and became mother without having married. Certificate to this effect is to be obtained from the Village Officer stating clearly the caste and community in the certificate. The annual family income should not exceed Rs.1,00,000/-. Educational Qualification should suit the project selected. Preference will be given to those with professional or technical qualification. Implementation Application forms are available free of cost from the Employment Exchange where the candidate is registered and is to be submitted there along with the detailed project report and income certificate from the village officer. Primary verification of the application will be conducted at the Employment Exchange regarding the correctness of the data filled in the application, income certificate, community certificate, certificate regarding their marital status etc. Then if it is submitted in the Town Employment Exchange, it will be forwarded to the District Employment Exchange concerned. Scrutinised applications are submitted by the District Employment Officer to the District Committee for sanctioning loans. Sanctioning authority is the District Committee for Saranya where District Collector is the Chairman and District Employment Officer is the Convener. Government of Kerala is the appellate authority. Demand draft for the loan amount is directly sent to bank account of the applicant from the Employment department. The beneficiaries of Saranya Self Employment Scheme will be considered for regular vacancy only and not for temporary vacancy. Monitoring The Director of Employment is the controlling officer of the scheme. The scheme is monitored through the District Employment Officers. If the beneficiary does not repay 3 consecutive instalments, two reminders will be sent. If no reply is received, revenue recovery action to realize the loan amount with interest will be initiated. Moreover, if it is found later that the loan amount is utilized for other purposes than the project sanctioned; the full amount including the subsidy will be recovered through revenue recovery. F. Compulsory Notification of Vacancies Act Implementation CNV Act 1959 CNV Rules 1960 The CNV Act makes it mandatory on employer in every establishment in public sector in that state or area shall, before filling up any vacancy in any employment in that establishment, notify that vacancy to such employment exchanges as may be prescribed. CNV Act is implemented through the 14 District Employment Officers, State Employment Market Information Officer, and the Deputy Director of Employment (AE&PH), who have been designated as the Act Enforcement Officers for the purpose. The district level Act Enforcement Officers have been instructed to inspect at least three establishments every month. Inspections are also conducted in the case, when complaints are received regarding noncompliance with the provisions of the Act. In the case, when Public Sector establishments are seen

violating the provisions of the Act, the matter is first taken up with their respective administrative department of the government, and measures are taken for rectification. CNV Act is applicable to all establishments in public sector, all establishments in the private sector where 25 or more persons are employed to work for remuneration (Section 2 EE CNV Act). They are to notify vacancies in their establishments to respective Employment Exchanges. They are also to render quarterly employment returns (ER-I) and biennial occupational returns (ER-II) in the prescribed forms. However all private establishments where 10-24 persons are employed for work for remuneration may render the ER-II returns.(section 5-EE CNV Act). G. Peripatetic Survey Programme The Peripatetic wing is attached to the Employment Directorate and is headed by a Deputy Director. One of the main functions of the team is to improve the comprehensiveness of the Employers Register maintained in the E.M.I. Units in the State by identifying establishments that are not brought on the Employer's Register now. The identification of establishments is done mainly through Street Surveys Investigators are temporarily appointed for this purpose, from the locality. H. Vocational Guidance Vocational Guidance means assistance given to an individual in solving problems related to vocational planning and to occupational choice and profess with due regard for the individual's characteristics and their relation to occupational opportunities. The objective of Vocational Guidance Programme is integrated with the placement functions as a whole. The specific objectives of Vocational Guidance in the Employment Service are i) to suggest measures with a view to enhancing the employability of an individual or groups of individuals; ii) to offer assistance to an individual or groups of individuals in preparing to choose, change and adjust to occupational life; iii) to evaluate the strengths and weaknesses of the individuals and match them with the job requirements; iv) to generate awareness and appreciation of the realities of employment market in the community; v) to collaborate or co-operate with other agencies in the field of guidance to stimulate and promote joint efforts; and, vi) to promote selfemployment. The State Vocational Guidance Unit coordinates the services of Vocational Guidance units in the 14 District Employment Exchanges Vocational Guidance Unit is functioning in each District Employment Exchange for collection and dissemination of occupational information. They give proper guidance to job seekers and students. It also conducts Vocational Guidance classes in Schools, Colleges, ITIs, Orphanages, and Polytechnics and for all the institutes/libraries who need their services. University Employment Information and Guidance Bureaus have been set up at University level, to impart career guidance and occupational information to the candidates. Collection and dissemination of occupational information on job opportunities, educational training facilities, scholarship and fellowship are major functions of University Employment Information and Guidance Bureau. UEI&GBs also conducts seminars on personality Development, Job Fest etc in colleges. UEI&GBs also impart exhaustive coaching classes for Bank Recruitment Examinations, UGC/CSIR Exam for JRF/Lectureship, Civil Service Examination etc, etc. They also give practical

training on mock interview and Group Discussion. Deputy Chief of this Bureau frequently visits educational institutions to deliver vocational guidance classes. Another function of the Guidance Bureau is to conduct career seminars in colleges to create awareness among the students on career opportunities and skill developments. Seminars would focus mainly on career trends in India, career opportunities in India and abroad, opportunities for higher studies, techniques on facing the interview and on personality development. Eminent resource persons would be invited for the purpose. Free Coaching Classes for all the categories are conducted by various Exchanges including the Vocational Guidance units all over Kerala utilizing the cooperation and sponsorship from the private sector Educational Guidance Educational Guidance is imparted through the VG units functioning in the 14 District Employment Exchanges and through the 7 University Employment Information and Guidance Bureaus in the State. Apart from the guidance given to the job seekers visiting the office, the Vocational Guidance officers visit colleges, schools etc, where they give career talks and conduct seminars. Coaching classes are also conducted periodically, to equip the registrants for success in competitive exams of PSC, RRB etc., Collection and dissemination of occupational information on job opportunities, educational training facilities, scholarship and fellowship are major functions of University Employment Information and Guidance Bureau. UEI&GBs also conducts seminars on personality Development, Job Fest etc in colleges. UEI&GBs also impart exhaustive coaching classes for Bank Recruitment Examinations, UGC/CSIR Exam for JRF/Lectureship, Civil Service Examination etc, etc. They also give practical training on mock interview and Group Discussion. Deputy Chief of this Bureau frequently visits educational institutions to deliver vocational guidance classes. Another function of the Guidance Bureau is to conduct career seminars in colleges to create awareness among the students on career opportunities and skill developments. Occupational Research The Occupational Research Unit is attached to the Employment Directorate. This scheme is intended to identify new and emerging occupations, to study their nature and scope, name and define each occupation, to classify them, and to include them in the National Classification Code. I. Special Assistance to PH Persons with Disability Act-PWD Act 1995 Special Employment Assistance to Physically Handicapped job seekers is rendered through all Employment Exchanges in the State. In addition there are 6 Special Employment Exchanges, and 9 Special Cells exclusively for the Physically Handicapped job seekers. Camp registrations are held in remote areas to render employment services to the Physically Handicapped incapable of coming to the Employment Exchanges. Special concession is given to Physically Handicapped job seekers. They are given special consideration in the renewal of registration. They are given concession in the upper age limit ranging from 10 years to 15 years. They are included in the priority group. One Physically Handicapped candidate is submitted additionally to the employer against each State Government

vacancy notified in the Employment Exchanges. They are given certain concessions under the Unemployment Assistance Scheme and Self Employment Scheme. Special Employment Exchanges are set up in certain districts exclusively for the physically handicapped candidates and some placement cells are functioning in some selected Employment Exchanges for the welfare of the Physically Handicapped candidates. Free coaching classes also are conducted for them to enable them to appear for various competitive examinations with confidence. Persons having Locomotors / Orthopaedic Handicaps Minimum 40% disability, Speech and Hearing / Deaf and dumb Handicaps Minimum 40% disability, Visual Handicaps/Blind Minimum 40% disability, Mentally retarded Minimum 40% disability, Speech disability only Minimum 50% disability, and Hearing disability only Minimum 50% disability, with the percentage specified are considered for concessions set apart for the Physically Handicapped. Persons having disability should approach any one of the District Medical Board, Medical Board at Medical Colleges or Taluk Medical Boards as the case may be. The Board will examine them and issue Physically Handicapped Certificate. To enhance the employability of physically handicapped they are given Educational guidance, Vocational guidance, Coaching classes for competitive examinations, Seminars etc., One day coaching cum guidance class is given to those physically handicapped registrants nominated by Employment Exchanges every month, to enhance the employment scope of physically handicapped. Prospective employers are contacted and special appeal is made to employ physically handicapped persons. J. Special Assistance to SC ST A Special cell is functioning in the Employment Directorate for rendering Special Assistance to SC/ST and Ex-Service job seekers. A regional special cell for this purpose is functioning in Palakkad District in the District Employment Exchange. Coaching-cum-Guidance Centres have been set-up at selected places to cater to the needs of the Scheduled Caste and Scheduled Tribe applicants in matters of career planning and advice through group and individual guidance programmes. These centres aim at enhancing the employability of scheduled caste and scheduled tribe applicants. They operate confidence building programmes and render assistance in preparing them for employment interviews. Free coaching classes for various competitive examinations are conducted for SC candidates utilizing the fund provided by the SC Development Department. Objectives At these Centres guidance and pre-employment orientation is provided to Scheduled Caste/Scheduled Tribe candidates. Their main objectives are (i) to channelize the available educated SC/ST manpower into appropriate vocations; (ii) to increase their employability through coaching/training; (iii) to provide them vocational guidance and career information at the appropriate states; and, (iv) to perform watch-dog functions in the matter of filling up of vacancies/training seats reserved for Scheduled Castes/Tribes candidates in Central / State / Quasigovernment establishments and training institutions in the area.

K. Skill and Employability Development through Employment Exchanges Unemployment of the educated youth is a serious concern of the society. One of the cause of the problem is a mismatch between the skills that employers need and skills possessed by potential job seekers. The solution is to develop their skills and enhance employability. For this purpose, Employment Exchanges in the state have to transform into Centres of Skill & Employability Development. The purpose of the scheme is to make the work force of Kerala globally acceptable by imparting exhaustive skill training according to the international standards so that the opportunities of the job seekers will be enhanced. For this, Skill Gap Analysis will be done through various processes and gap filling training will be given. After the training, testing and certification will be done and a Skill Card will be given to the pass outs. A pooling web site of the skilled work force will be started for global access by prospective employers. Job Fests also will be conducted to promote placements. Exhaustive training will also be given for appearing in various competitive examinations. Training will also be given for improving Soft Skills and Communication Skills and for performing well in Group Discussion and Interviews. The objectives of the scheme are to boost placement, to provide good quality skilled work force to the industry and to promote Self Employment. As the first phase, 4 Employability Centres were established, one each attached to the District Employment Exchanges at Kollam, Ernakulam and Kozhikode, utilizing the plan fund of 200 Lakhs allocated for the financial year 2012-13. The functional activities include Registration, Screening, Assessment, Psychometric Testing, Skill Gap Analysis, Skill Training, Skill Testing and Certification, Smart Card facility, Conduct Job Fest, Canvas Potential Employers and Pooling web site for the skilled workforce. Bureaus affiliated to Universities Sl. No. District Affiliated University (Bureau) 1 Thiruvananthapuram University of Kerala 2 Kottayam Mahatma Gandhi University 3 Ernakulam CUSAT 4 Ernakulam Sree Sankara University Kalady 5 Thrissur Kerala Agriculture University 6 Kozhikode University of Calicut 7 Kannur Kannur Universiry UEI&GBs also conducts seminars on personality development, job fests etc in colleges and organize exhaustive coaching classes for Bank Recruitment Examinations, UGC/CSIR Exam for JRF/Lectureship, Civil Service Examination etc. They also give practical training on mock interview

and group discussion. Deputy Chief of this Bureau frequently visits educational institutions to deliver vocational guidance classes. Another function of the Guidance Bureau is to conduct career seminars in colleges to create awareness among the students on career opportunities and skill development. Seminars would focus mainly on career trends in India, career opportunities in India and abroad, opportunities for higher studies, techniques on facing the interview and on personality development. Eminent resource persons would be invited for the purpose. 3.4.1 e-governance Projects Developed in National Employment Services- Kerala Thozhil, CASE, EEKO, e-employment Exchange Thozhil To support the thousands of unemployed citizens spread across the state, e-governance plays a very crucial role and can operate as an efficient interface between the various stakeholders like job seekers, employers, government, general public etc. The Department of Employment & Training is indeed pioneering many in initiatives like Thozhil software which is a client server based one which is in used intended for automating the activities of the department. But this still lacks core features such as an online interface to interact among the stake holders, disseminated database etc. Thozhil is offline Exchange based application software developed by NIC for registration, implemented in 2003. Its first phase was implemented in all the three Professional & Executive Employment Exchanges, and in the last phase implemented in the remaining 34 offices during the financial year 2012-13. The data digitization was through Kudumbasree with an agreement between Distric Co-ordinator of Kudumbasree and District Employment Officer (DEO). Approximately 250000 fresh registrations per year is taking place through Thozil in all over Kerala. Issues The Thozhil Software is not a web enabled, so online services could not be provided. CASE It is beyond any updating levels and turned to be obsolete. It is not compatible with the latest Operating Systems. All the schemes were not covered in the Thozhil software. In the audit point of view there were many draw backs in the Thozhil software and it was pointed out by the CAG in their audit reports. E.g. validation of registration number. During peak seasons of Registration-it was not possible to complete the data entry on the same day and hence back log was heaping. Common Application System for Employment Exchange (CASE) is online web enabled end-toend National level software for use in Employment Exchanges in various States as per the National Employment Exchange Manual (NESM). The same is customized for use in Kerala, incorporating requirements specific to our State, developed by NIC, which flopped at the testing phase itself because of bugs and errors which were beyond correction. The fund for this is arised from the plan fund of the Department which costs 22.31 lakhs. Issues

EEKO Customization of the software according to the need of the department by the NIC was an utter failure. NIC was not completely successful to make the software non anomalous even after the Department sent so many test results to them. The software was full of bugs and errors, which were beyond correction. The structure and design was not at all in par with the requirements of the Department. Even though all time frames were crossed, the simple module of Registration could not be completed promptly and perfectly. The Department lost the valuable period of one and a half years with customization experiments. So the effort was abandoned. EEKO is a web based centralized application wherein all the digitalized data will be stored in a central data base at the Kerala State Data Centre. The data can be accessed on Anytime Anywhere basis. Connectivity is through KSWAN. e-employment Exchange As per GO(Rt) No.797/2013/LBR dated, 29.04.2013, an end-to-end web enabled software is proposed for the department of National Employment Service (Kerala). e-employment Exchange Application is a great initiative as it is meant to redefine the functions of Department of Employment & Training where by all Employment Exchanges will be converted into e-employment Exchanges and 44 Lakhs of users will be online. The goal is to transform Employment Offices into Centres of Excellence for Empowerment of Youth, providing a range of key services like online registration, posting of jobs, placement services, vocational guidance, and preparation of statistical reports etc. Online database of 44 lakhs job seekers for prospective employers facilitates manpower planning and analysis through effective implementation of Employment Market Information and promotes coordination between manpower supply and demand by rendering assistance to job seekers through vocational guidance, higher-level coaching/training/guidance, and preparation classes for competitive examinations, selfemployment assistance, and different un-employment allowance schemes. e-employment Exchange is a centralised core application software which provides an online interface to interact with the stakeholders. The proposed software is intended to solve the problems and constraints in the existing system. It is meant to automate the major activities of the department incorporating government process re-engineering and deliver a system which makes the department functioning more transparent, efficient and effective. It should augment the level of service delivery providing the job seekers and employers a hassle free environment in interacting with the employment exchanges for their needs and for the department to emerge as citizen friendly department and is more transparent in its functioning. As far as the government is considered the solution should provide information for activities like monitoring, planning etc.,it should also act as a platform which would facilitate in revenue generation by providing quality manpower services to the public and private sector. It is proposed to develop a web-based e-governance application which would cater to the service delivery needs of the department which will enable the various stakeholders to collaborate online. It should be an Aadhaar enabled system in which the citizens must be able to avail the services of the department online or via CSCs (Akshaya Centres) without being physically present, reducing round trips to

employment exchanges, savings in transaction costs and time. Akshaya logins may be provided for tracking applications and generating reports rendered via Akshaya Centres. The job providers must be able to interact with the department online get the right candidate within the minimum possible time. Reported vacancy positions, select list of candidates submitted against booked vacancies, final placement details, cancellation of vacancies, forfeiture details, past details of vacancies filled etc must be available in public domain which will increase transparency and build trust in the functioning of employment exchanges. The system should handle all the existing legislations, rules and regulations in this regard. Right job for the right candidate at the right time should be achieved using the application. Objectives of the software e-employment Exchange The key objectives of the proposed comprehensive web based software are (a) (b) (c) (d) (e) (f) To provide an easy online interface for the registration, renewal, updating, and placement for the jobseeker To provide an easy online interface for the registration, posting of jobs, updating the information by the employer To provide an easy interface to the private employers for viewing and selecting candidates based on their job requirements, thereby increase the chance of getting jobs in private sector To provide Reporting of vacancies, preparation of selection list as per CRR and seniority based in time thereby provides gainful employment opportunities for the unemployed. To ensure the effectiveness, efficiency and transparency of selection process, welfare schemes, Training Programs, Self-employment and Vocational guidance. To generate MIS reports. Implementation Approach The project can be implemented in two phases. PHASE I (0-8 months) The first phase of this project is estimated for 8 months from the approval of the proposed project. The phase consists of System Study and BPR Preparation, Data digitization and Migration, Software development, implementation, deploy and testing of new application in all offices, Training and Change management and Pilot implementation of online portal in one district. PHASE II (9-18 months) The period starts from the end of Phase I, which consists of proposed functional architecture customizations if any to be integrated in second phase, Project rollout to the entire state of Kerala, hardware sizing and upgradation according to requirements, also Operations & Maintenance. Application Modules

The application will be comprised of 11 modules. 1 Registration Module (a) Job seeker Registration (b) Re-Registration (c) Backlog Registration (d) Transfer of Registration (e) Addition of certificates (f) Verification of Registration (g) Re-entry (h) Seniority Fixation (i) Restoring of Seniority (j) Editing/Updating of registration details (k) VG seeker Registration (l) Employer registration (m) Self-employment Registration (n) Free Registration for Employer and Jobseeker (Private Employment Services for the Un-Organized Sector) 2 Renewal (a) Renewal of registration (b) Backlog Renewal (c) Special Renewal (d) Directorate Renewal (e) Lapsing of Registration (f) Dead Register

(g) Bought on Live (BOL) (h) Differently-Abled Renewal 3 Selection/Vacancy clearing (a) Vacancy Notification/Requisition 4 Employment market Information (b) Direct filling of requisition (c) Edit Requisition (d) Vacancy Circulation (e) Edit Vacancy Circulation (f) Assign CRR for Requisitions (g) Edit CRR for Requisitions (h) Order Card Generation (i) Pre-Submission Interview (PSI) List (j) PSI Schedule (k) PSI Result Generation and Approval (l) Consolidation of Seniority List (m) Download List by the employer (n) Intimation to candidates (o) Candidate Selection (p) Follow-up details (q) Result of selection (r) Violation of CRR (s) Placement Intimation (t) Backlog Submission Entry (u) Vacancy cancellation (v) Submission of entry cancellation (w) Roll back of CRR /Restoration of unused CRR turns (x) Vacancy de-reservation (y) Forfeiture (z) Order card closing a) List of Employers Registered Online b) Counter Registration of Employers c) Verification of Employer Registration d) List of ER-I Filed Online e) Direct Filing of ER I f) List of ER-II Filed Online g) Direct Filing of ER-II

h) Consolidation of Returns by EMI Unit i) Consolidation of Returns by SEMI Unit j) List of defaulted Employers k) List of defaulted EMI Units l) Intimation to Employer (SMS/e-mail/hard copy) m) Statements 1.0-1.5 n) Statement 2.0-2.2 o) Peripatetic Survey p) Inspection Report of EMI Unit q) CGR Forms 5 Vocational Guidance a) Registration for Vocational Guidance b) Edit Registration c) Online invitations for career talks d) Career talks conducted details e) V G Returns 6 Welfare Schemes a) Online Applications for KESRU 7 Special Services to Differential-abled Module b) Online applications for MPSC/JC c) Online Applications for Saranya d) Processing of Self Employment Applications e) List of Applications submitted for Dist: Level Committee f) Applications Approved by DLC g) Applications Forwarded to Bank h) Projects sanctioned by Bank/Employment Exchange i) Defaulters j) Inspection of Projects k) Unemployment Allowance Scheme a) Special Forms for PH b) Online Submission of PWD 1 c) Interview as per PWD 1 d) DPER I, II, III e) Advisory Committee for SEEPH 8 Search a) Name wise search of Job seekers

b) DOB wise search of Job Seekers c) NCO wise search of Job Seekers d) Qualification wise search of Job seekers e) Caste wise search of Job Seekers f) Experience wise search of Job seekers g) Address wise search of Job seekers h) Ex-Service wise search of Job Seekers i) PH Details wise search of Job Seekers j) Sports Details wise search Job Seekers k) NCC/Scout/Swimming wise search of Job Seekers l) Priority wise search of Job seekers m) License Details wise Search of Job Seekers n) Local Body/Village wise search of Job Seekers o) Council wise search of Job Seekers p) Rejection NCO wise search of Job Seekers q) Language Proficiency wise search of Job Seekers r) Transfer in/out wise search of Job seekers s) Re-Registration wise search t) Re-Entry/Placement search u) Special Renewal Search v) Directorate Renewal search w) Renewal Due wise Search x) Dead Register Search y) Code Search z) Roster Search 9 Reports Internal Reports aa) Name wise search of Employers ab) NIC wise search of Employers ac) Sector wise search of Employers a) Record of Registrations b) Record of Renewals c) Record of Additions

d) Record of Transfer in/out e) Record of Re-Registration f) Record of Special Renewal/ Directorate Renewal g) Record of Re-Entry h) Record of Placement i) Record of Submissions j) Seniority List k) List of Candidates l) Lapsed List Management Information Systems (MIS) a) E S Returns b) Executive Information Summary (Officewise) c) EIS (State Level) d) Report from Employability Centre e) OR Returns f) Advisory Committee for DEEs g) State Level Advisory Committee 10 Admin a) State Level Administration b) Director c) Exchange Level Administration 11 RTI & Grievance Redressal Online filing of RTI and grievance redressal, escalation and tracking Proposed System Architecture To meet the requirements of the department it is proposed to develop a centralised three-tier web based application using latest tools and technologies and should be browser based.

Application Architecture Application architecture has been designed taking on consideration by taking various levels as Operational levels, management level and executive level. Expected Benefits The major benefits of the proposed system are Benefits to Stakeholders Job Seekers (a) (b) (c) (d) (e) (f) (g) Hassle free registration, renewal, addition of certificates and transfer can be done through an online interface which saves time and cost. Increasing transparency in the process Multiple channels to access information Any where any time access to services Easy updating of information through online Getting right job at the earliest based on his qualification Availability of relevant information such as job postings, new schemes etc. on a 24x7 basis (h) Intimation on vacancy positions, profile updates, verification status, renewal date through SMS/Email. (i) Can Know the CRR and seniority position for a particular job.

Employers Students (j) Online grievance redresses and tracking facility is incorporated (a) (b) (c) (d) Can posts jobs through online interface Acquire the right candidate based on his job requirements Selection list of candidates based on CRR and seniority can be obtained at the earliest possible time. Private Employers can view, select the list of candidates and can call for interview. (e) Acknowledgements from the candidate regarding willingness to the vacancy reported. a) High level training /coaching class and vocational guidance b) Availability of study materials through online Entrepreneurs (a) Get relevant information on Self Employment Schemes Departments Government Recommendations (a) (b) (a) (b) Get truthful Statistical Reports for Planning activities EMI Reports helps to identify the market status Ensures transparency in the entire process Can plan new schemes based on MIS reports e-governance project needs to be taken up immediately in all Regulatory/Statutory department and they need to re-engineer their workflows and provide services in a fully digital mode. All licenses, permits, NOC s, certificates shall be facilitated online by all departments. End to end digital workflow including issuance of notices till disposal of the case there by eliminating unfair practices. The departments having major citizen service and partial e-governance implementation (eg: MVD, LSGD, Civil Supplies, Revenue, Police, Registration) shall develop an Action Plan within one month to move to the next level of maturity with complete digital work flow and Process Re-engineering. SWOT Analysis Strengths Dedicated Officials in the dept Academic / Research Institutions are available. Availability of Skilled beneficiaries High availability of Employers and Entrepreneurs from various sectors KSWAN or BSNL Broadband Weaknesses Improper re-engineering of existing processes and its approvals Non-updating of information in the portal Changes in responsibility among stakeholders Availability of necessary infrastructure Incomplete KSWAN connectivity

Connectivity in almost all the Offices Lack of Real Time Updation in the Centralized database Lack of well established PeMT Opportunities 3-tire end-to-end solution for the entire Services Aadhaar linked database of beneficiaries Provision for accessing Information Services through m-governance 100% Transparency and Accountability in the Selection Process Threats Lack of accessing the Services through online Lack of Sufficient Infrastructure Lack of trained IT personnels Lack of awareness on e-governance MIS Report Generation at any stage Access of State Common Infrastructure Integration with all departments in Kerala Action Plan for the next 2 years Action Item Immediate Interim Long Term Implementation of e-employment Exchange * Real time Updation in the Central database * Introduction of Mobile Based Services * Paperless Offices * KSWAN connectivity in the remaining section offices * Integration with SSDG *

3.5 Social Justice Department The Social Justice Department was formed on 9 September 1975 for the implementation of social welfare programmes and services in Kerala. The Department initiates and implements welfare programmes and services for women in need and distress, differently abled and mentally challenged persons, women and children, destitute orphans and neglected street children and provides social security for the aged and destitute through a network of organizations, residential institutions and non-institutional schemes. The Social Justice Department also ensures proper implementation of important welfare legislations such as the Juvenile Justice (Care and Protection of Children) Act 2000, the Dowry Prohibition Act 1958, the Probation of Offender s Act, the Domestic Violence Act 2005, the Immoral Traffic (Prevention) Act 1986, and, Maintenance and Welfare of Parents and Senior Citizen Act 2000. The Directorate also provides financial assistance to the differently abled for aids and appliances, scholarships and pensions to the needy in the State. In addition, it promotes flagship programmes for women and creates general awareness among the public about its welfare measures. Mission and Vision of the department The Social Justice Department has been coordinating the Social Welfare measures covering the needy sections of the population and providing social security to all those in need by harnessing its resources and mobilizing public participation. Recognising the need for expansion of its ambit of activities the Department is now poised for reorganization and a separate department is envisaged for Women s Development. The Department has adopted and implemented almost all the new Central Government legislations such as the Domestic Violence Act to protect women from domestic violence, Maintenance and Welfare of Parents and Senior Citizens Act within a few months of their enactment by the Parliament. The Department has also declared State Policy for Women and also State Policy for the Elderly. The Department has recently taken a very important step to ensure that all the disabled persons of the state are provided with ID cards within a specific time frame so as to enable them to claim the benefits under the persons with Disabilities (Equal opportunities, Protection of Rights and Full participation) Act, from different organizations using a single ID card. One of the major initiatives of the Department was the setting up of the Kerala Social Security Mission, the first organization of the kind in the country to cater to social security needs of the destitute, chronically ill, aged and other disadvantaged section of the society. Major Objectives The major objectives of the department which include Welfare of Women and Children, Welfare of Handicapped, Protection and care of orphans, destitute and aged, Social Defence including Probation and after care, Adoption services, Juvenile Justice Services and Promotion of Voluntary sector in Welfare Programme. Line departments, Institutions and organizations under the department a. Directorate of Social Justice

The directorate is located in Trivandrum. b. Kerala Social Security Mission The Kerala State Social Security Mission, a charitable society sponsored by the Social Justice Department, which was set up on 14 th October 2008 is a novel initiative of the State Government to cater the social security needs of the population of the State on a mission mode. A corpus fund of Rs.65 crores has been set apart for the Mission by the State Government. The main objective of the Mission is to formulate and implement social security programmes through the State. It also aims in conduction research and studies on various social problems and extension of the research finding for the betterment of the society at large. The mission also aims to undertake documentation of important literature on social research in development, health, service, technology and environment. Website: www.socialsecuritymission.gov.in c. Kerala State Women s Development Corporation The Kerala State Women s Development Corporation was incorporated in 1988 with the main objectives of implementation programmes for the economic development of women in the State and to formulate, promote and implement any scheme aimed at the welfare of women in Kerala to enable them to earn a better living. The Corporation has been implementing self-employment loan schemes and thousands of women under the poverty line have been benefitted under this scheme. d. Kerala State Handicapped Persons Welfare Corporation The Kerala State Handicapped Persons Welfare Corporation was established in 1979. Its main aims and objectives are to formulate, promote and implement schemes aimed at the rehabilitation or improvement of the living conditions of the disabled. This includes the visually impaired, and the physically and mentally challenged. The Kerala State Handicapped Persons Welfare Corporation is presently running two units for helping the differently abled. e. Kerala State Women s Commission The Kerala State Women s Commission, a statutory organization under the State Government was constituted under Section 5 of Kerala Women s Commission Act 1990 on 14 th March 1996. With a chairperson and six members, its mandate is to improve the status of women in Kerala and to inquire into unfair practices affecting them. f. Kerala State Social Welfare Board The Kerala State Social Welfare Board, which is assisted by the Central Social Welfare Board, provides support to voluntary organizations, aimed at strengthening their role in the fields of children s welfare and women s empowerment. Incentives for the process are provided by pointing them towards income-generating activities and supporting their efforts. g. Commissionrate of Persons with Disabilities h. Kerala State Council for Child Welfare The Kerala State Council for Child Welfare, constituted in 1940, and affiliated to Indian Council for Child Welfare has the State Government as Patron, the State Chief Minister as President and the State Minister for Social Welfare as First Vice President. i. National Institute of Speech and Hearing (NISH)

The National Institute of Speech and Hearing (NISH) is a Society set up by the Government of Kerala and registered under Travancore-Cochin Literacy and Scientific Charitable Societies Act, 1955 on 23 rd March 1997. The mission of NISH is to serve as a comprehensive, multipurpose institution for the total rehabilitation and education of persons with speech and hearing impairment. Schemes There are various Central Government and State Government Schemes are implementing through Social Justice Department and are the following: Central Government Schemes The various Central Government schemes under this department are Ujjawala, National Award for Child Welfare, Rajiv Gandhi Manav Seva Award, Scheme for Prevention of Alcoholism and Drug Abuse, Grant-in-aid under the Deendayal Disabled Scheme, Grant-in-aid Programmes for Older Persons, Assistance to Disabled Persons for Purchase or/ Fitting Aids and Appliances, Scheme for substance ( drug ) abuse and prevention, Integrated programme for Older Persons, Vayoshreshta Samman Award for the Aged, National Award for the Best Disabled Employees and Institutions, Awards to Individuals and Organizations in the Service of Women, ICDS Training Programme, Nutrition Programme For Adolescent Girls ( NPAG), An Integrated Scheme for Street Children, Scheme for Welfare of Working Children in Need of Care and Protection, Child Line Services, National Child Award for Exceptional Achievement, Kishori Sakthi Yojana, Integrated Child Development Scheme, Anganwadi Karyakatri Bima Yojana, Scheme of Assistance to Homes (SISUGREH) for Children to Promote In-Country Adoption and Integrated Child Protection Services. State Government Schemes The various State Government schemes under Social Justice Department are Assistance to Local Self Government Institutions to start Old-Age Homes and Day Care Centers, Grant-in-aid to Orphanages, Flagship Programme on Finishing School for Women, Flagship Programme for Gender Awareness, Anganwadi Workers and Helpers Awards, State Award to Best Employees, Employers and Institutions for Differently Abled, Registration of Special Schools, World Disabled Day Celebrations, Marriage Assistance to Differently Abled Women and Daughters of Differently Abled Parents, Distress Relief Fund for the Differently Abled, Grant-in-aid to Voluntary Organizations Running Homes for the Differently Abled, Financial Assistance to Blind and Orthopaedically Handicapped Advocates, Scholarships for Disabled Students, Benefits to Anganwadi Workers and Helpers through Welfare Fund, Scheme for Widow Remarriage - 'Mangalaya', Educational Assistance to Children of Women Headed Families, Educational Assistance to Children of Prisoners, Nutrition Supplement to HIV affected Women and Children, Scheme for the Rehabilitation of the Dependents of the Indigent Convicts, Victim Rehabilitation Scheme, Vocational Training in Tailoring, DTP, Book Binding, Leather Work, MS Office, Mobile Phone Repairing, Printing, Computer Software and Hardware to Disabled, Financial Assistance to NGO Institutions to Protect the Sick, Helpless Destitute in the Streets and Hospitals, Scheme of Issuing Disability Certificate, Psychosocial Counselling for Adolescent Girls in Schools, Higher Studies of Sponsorship Programmes for Children's of Juvenile Justice Institution, Marriage Placement & Rehabilitation of Inmates of Welfare Institutions, Financial Support to Pregnant & Lactating Mothers for ensuring better Childcare during Pregnancy and after Delivery, and, Care & Protection of Discharged Destitute Patients from Hospitals Financial Assistance

The various financial assistance to citizens through Social Justice Department are Educational Assistance to Children of Prisoners, Educational Assistance to Children of Women Headed Families, Scholarships for Disabled Students, Marriage Assistance to Differently Abled Women and Daughters of Differently Abled Parents, Financial Assistance to Blind and Orthopaedically Handicapped Advocates, Distress Relief Fund for the Differently Abled, Assistance to Local Self Government Institutions to start Old-Age Homes and Day Care Centers, Victim Rehabilitation Scheme, and, Scheme for the Rehabilitation of the Indigent Convicts Grant-in-aid to NGOs The various Grant-in-aid to NGOs through Social Justice Department are Assistance to Disabled Persons for Purchase or / Fitting Aids and Appliances, Grant in aid under the Deendayal Disabled Scheme, Grant-in-Aid to Orphanages, Grant-in-aid to Voluntary Organisations Running Homes for the Differently Abled, Integrated Programme for Older Persons, Grant-in-Aid Programmes for Older Persons, Scheme for Prevention of Alcoholism and Drug Abuse, Financial Assistance to NGO Institutions to Protect the Sick, and, Helpless Destitutes in the Streets and Hospitals. Services The various services provided from Social Justice Department are Integrated Child Development Services (ICDS), Correctional Services / Probation, Adoption, CHILDLINE - 1098, DOMESTIC VIOLENCE, and, ORPHANAGES. Institutions Kerala has been a pioneer in adopting social security and welfare measures for the economically and socially weaker sections of the population, in particular women, in terms of shelter homes, rehabilitation measures, women specific organizations and so forth. There are 50 Welfare Institutions and 30 Juvenile Justice Institutions functioning under the Social Justice Department for the welfare and rehabilitation of women, infirm, destitutes, aged, orphans and disabled juvenile delinquents. Category Children Name of Institution No. of Institutions Children's Home 9 Special Homes 2 Observation Homes 14 Women Mahila Mandirams (Transferred to LSGIs) Rescue Homes 2 Short Stay Home 1 One Day Home 3 Asha Bhavans 3 After-Care Homes 2 12 Differently Abled Home for Mentally Deficient Children, Kozhikode Care Home for Disabled Children 2 1

Home for Physically Handicapped 3 Custodial Care Home for Men (Pratheeksha Bhavan) Asha Bhavan (Men) 3 Home for Mentally Challenged Persons (Prathayasa Bhavan) Asha Bhavan (Women) 3 1 1 Senior Citizens Old age Home (Transferred to LSGIs) Care Centres (Transferred to LSGIs) Anganwadi Welfare Fund As per GO (p) No.12/1992/SWD dated 10-4-1992 the Government of Kerala introduced a welfare fund with the contribution of Rs 30/- from Anganwadi workers and Rs.15/- from Anganwadi helpers. The Government of Kerala contributes an equal amount. The welfare fund is functioning under a Chief Executive Officer attached to the Directorate of Social Justice, and an accountant attached to all District Social Justice Officers. District Social Justice Officer is the district level inspecting officer. The benefits provided include employment to dependents of employees dying in harness, regularisation of temporary hands if they put in more than two years of service, maternity and abortion leave, loans for education, treatment, marriage, house construction, and educational award. Committees relating to the Anganwadi Welfare Fund Various Committees are constituted to review the functioning of the Anganwadi Welfare Fund which consists of District Level Review Committee and State Level Review Committee. Women Schemes / Programmes- CENTRAL 1. Anganwadi Karyakatri Bima Yojana 2. Udisha Training Programme 3. Ujjawala Women Schemes / Programmes STATE 1. Mangalya - Scheme for Widow Remarriage 2. Flagship Programme for Gender Awareness 3. Flagship Programme on Finishing School for Women 4. Educational Assistance to Children of Women Headed Families 5. Implementation of Domestic Violence Act 6. Implementation of Dowry Prohibition Act 7. Vocational training to Inmates of Women Welfare Institution through STED 8. Nutrition Supplement to HIV Affected Women and Children 9. Benefits to Anganwadi Workers and Helpers through Welfare Fund

10. Financial Support to Pregnant & Lactating Mothers for Ensuring Better Childcare During Pregnancy and After Delivery Women Schemes / Programmes NATIONAL Sthree Sakthi Puraskar WOMEN RELATED AWARDS - STATE Anganwadi Workers and Helpers Awards Children Children are one of the most beautiful creatures on earth they are full of joy, energy and curiosity. They constantly explore everything around them and in the process learn many things. The process of exploration and learning in early childhood is crucial to the child s development. Research studies show that 50% of the total intellectual development of a child is completed by the time he is four years old. Obviously, much care must be provided to the child during its first few years. It is the responsibility of the parents and the society to provide an enriching environment for children, so as to ensure proper development of their innate talents and skills to the maximum possible extent. Child Related Schemes / Programmes CENTRAL 1. Integrated Child Development Scheme (ICDS) 2. Integrated Child Protection Services (ICPS) 3. Child Line Services 4. Missing Child Search and Child Protection Home Link Network 5. An Integrated Scheme for Street Children 6. Scheme for Welfare of Children in Need of Care and Protection 7. Scheme of Assistance to Homes (SISUGREH) for Children to Promote In-Country Adoption 8. Ujjawala Child Related Schemes / Programmes STATE 1. State Plan of Action (SPAC) 2. Cancer Suraksha Scheme 3. Nutrition Supplement to HIV Affected Women and Children 4. Implementation of Child Marriage Prohibition Act, 2006 5. Adoption 6. Sanadha Balyam 7. Educational Assistance to Children of Women Headed Families 8. Educational Assistance to Children of Prisoners 9. Higher Studies of Sponsorship programmes for Children's of Juvenile Justice Institution CHILD RELATED - AWARDS- NATIONAL

1. National Child Award for Exceptional Achievement 2. National Awards for Child Welfare 3. Rajiv Gandhi Manav Seva Award 4. Award for Bravery Differently Abled Differently Abled is often described in terms of lack of normal functioning of physical, mental or psychological processes. It is also defined as learning difficulties or difficulties in adjusting socially, which interfaces with a person s normal growth and development. A disabled child has been defined as one who is unable to ensure by himself, wholly or partially the necessities of a normal individual or social life including work as a result of deficiency whether congenital or not in his physical or mental capabilities. Persons having any of the disabilities, namely, visual, communication (hearing and/or speech) and locomotors, will be considered physically disabled. As per the provisions of the Persons with Disability (PWD) Act 1995 differently abled means: 1. Blindness 2. Low vision 3. Leprosy cured 4. Hearing impairment 5. Locomotor disability 6. Mental retardation and 7. Mental illness Differently Abled related Schemes / Programmes - STATE 1. Scholarships for the Disabled Students 2. Marriage Assistance to Differently Abled Women and Daughters of Differently Abled Parents 3. Financial Assistance to Blind and Orthopaedically Handicapped Advocates 4. Distress Relief Fund for the Differently Abled 5. Registration of Special Schools 6. World Disabled Day Celebrations 7. Vocational Training in Tailoring, DTP, Book Binding, Leather Work, MS Office, Mobile Phone Repairing, Printing, Computer Software and Hardware to Disabled 8. Scheme of Issuing Disability Certificate GRANT IN AID TO NGOS - CENTRAL SCHEME 1. Assistance to Disabled Persons for Purchase or / Fitting Aids and Appliances 2. Grant in aid under the Deendayal Disabled Scheme GRANT IN AID TO NGOS - STATE SCHEME Grant-in-aid to Voluntary Organisations Running Homes for the Differently Abled

AWARDS TO DIFFERENTLY ABLED PERSONS 1. National Award for the Best Disabled Employees and Institutions 2. State Award to Best Employees, Employers and Institutions for Differently Abled Senior Citizens 3. Senior Citizens Social security to elderly is not charity; but their basic human right The elderly population (60+) in India is a fast growing phenomenon. In India, the culture of sending elderly persons to Old Age Home is fast developing. In 2002, of the total 1018 old age homes in India registered with the Help Age India, 186 are from Kerala. The old age population in 1961 was 25.6 million while after 30 years i.e., in 1991 it was more than double which comes to 56.7 million. In percentage terms it was 5.83% in 1961, 8.82% in 1991 and 9.79% in 2001 which is much higher than in other states. It is also to be noted that majority of old age people in Kerala are widows. In 1991, among the old age people in the range of 60-69, 53.8% are widows and among those above 70 years it comes to 69.20 percent. Senior Citizens Related Schemes / Programmes STATE Assistance to Local Self Government Institutions to start Old-Age Homes and Day Care Centers. GRANT IN AID TO NGOS - CENTRAL 1. Integrated Programme for Older Persons 2. Grant-in-aid Programmes for Older Persons GRANT IN AID TO NGOS STATE Financial Assistance to NGO Institutions to Protect the Sick, Helpless Destitutes in the Streets and Hospitals AWARDS Vayoshreshta Samman Award for the Aged Social Defence Prisoners and their families experience a tremendous sense of loss when incarceration occurs Most families experience financial losses as a result of parental incarceration and the loss is greatest for those families who try to maintain the convicted individual as a family member. There are the costs of maintaining the household, the loss of income of the imprisoned parent who was contributing to the household, legal fees associated with criminal defense and appeals, the costs associated with maintaining contact during imprisonment and the costs of maintaining the prisoner while he is in prison. Grandparents and other relatives, who take care of the children of incarcerated fathers/mothers, certainly incur additional financial expenses.

The protection, care, and nurturance of prisoners children is a primary concern of prisoners and their families. When parents go to prison, most children go, or continue, to live with relatives. Accordingly, prisoners and their families experience a tremendous sense of loss when incarceration occurs and that loss is compounded when children are involved. Prisoners children and families must also deal with feelings of shame and social stigma. Imprisonment is neither a reason for celebration nor a reason to be proud. It is not the goal one seeks for oneself or one s children. Many family members do not tell even their closest friends about a relative s incarceration and go to great lengths to protect the prisoner s children from the consequences of revealing this family secret. Schemes, programmes and activities that assist prisoners in carrying out family roles and responsibilities provide sound reasons to promote and adopt policies which help prisoners maintain family ties and help families carry out their family obligations and responsibilities for their children. Thus, the idea of Social Defence emerged from 1. The desire to bring about the amelioration of the offender through his re-education. 2. The desire to promote the concept that an offender is also a human being to whom human treatment should be applied The concept of social defence leads to a true judicial humanism; such that punishment must be regulated safely by consideration of social defence. Prisons are no longer places for detention of criminals only, but have acquired a new dimension as therapeutic centres to reform the personality and behaviour pattern of prisoners. According to the Constitution of India, all the subjects of social defense fall within the jurisdiction of the State Governments. Some of these subjects like criminal law and criminal procedure are on the concurrent list of the constitution but the implementation of legislations pertaining to these areas is the responsibility of the State Governments. In India, the social defense programmes include mainly the following subjects 1. Prevention and control of juvenile delinquency 2. Probation services 3. Prison welfare services 4. Prevention of Immoral Traffic 5. Anti-beggary programmes 6. After- care and rehabilitation of ex-convicts 7. Correctional training and Research Schemes / Programmes 1. Victim Rehabilitation Scheme 2. Scheme for the Rehabilitation of the Dependents of the Indigent Convicts 3. Educational Assistance to Children of Women Headed Families 4. Educational Assistance to Children of Prisoners SWOT Analysis

Strengths General. Weaknesses Independent. Opportunities Creation. Threats Forcing. Action Plan for the next 2 years Action Item Immediate Interim Long Term Paperless Institutions * Implementation of m-governance * Integration with SSDG * * * *

7.6 Kerala State Minority Welfare Department The Government of India constituted Justice Sachar Committee for preparation of a Report on the Social, Economic and Educational Status of Muslim Community of India, and Justice Ranganath Mishra Commission for identifying criteria for socially and economically backward classes among the religious and linguistic minorities, and to suggest various welfare measures for Minorities including Reservation. Both the Committee and the Commission have submitted their reports. While the Sachar Committee Report is under implementation, the Government has tabled the Justice Ranganath Mishra Report on the table of the Parliament and considering various aspects for implementation of the Report at Present. On the ground of recommendations, a Minority Cell was constituted under General Administration Department Kerala Government Secretariat, during April 2008. Subsequently a Minority Welfare Department was constituted in the State. This Department is the nodal agency of the schemes being implemented by the Central and State Minority Welfare Department. The Directorate of Minority Welfare Department is located in Trivandrum. Muslims, Sikhs, Christians, Buddhists and Zoroastrians (Parsis) have been notified as minority communities under Section 2 (c) of the National Commission for Minorities Act, 1992. As per Census 2001, the percentage of minorities in the country is about 18.4% of the total population of the country, of which Muslims are 13.4%; Christians 2.3%; Sikhs 1.9%, Buddhists 0.8% and Parsis 0.007%. Vision Educational empowerment of minorities. (While setting up of educational institutions under Article 30 of the Constitutional right of Minorities). Generate Employment opportunities of Muslim Minorities. Empowerment of Muslim Women. Mission The capacity building and assistance programmes of NABARD have considerable potential to benefit Muslims and improve substantially their Socio-economic status. Access to Social and Physical Infrastructure development of Muslim Minorities. Poverty, Consumption and Standards of Living in coastal areas of Muslim Minorities. Major Projects in the Department The projects in the Department can be identified as three important categorized services which are following: I. SCHOLARSHIPS Pre Matric Scholarship (Effective from 01 04 2008) According to the Prime Minister s 15 Point Programme for the Welfare of Minorities announced in June, 2006 Link: http://minorityaffairs.gov.in/sites/upload_files/moma/files/prematricscheme_details.pdf

Objective The scholarship at pre-matric level will encourage parents from minority communities to send their school going children to school, lighten their financial burden on school education and sustain their efforts to support their children to complete school education. Empowerment through education, which is one of the objectives of this scheme, has the potential to lead to upliftment of the socio economic conditions of the minority communities. Eligibiligy Scholarship will be awarded to the students who have secured not less than 50% marks in the previous final examination and annual income of their parents/guardian from all sources does not exceed Rs. 1 lakh. Distribution The distribution of scholarship will be made on the basis of population of minorities in the State of Census 2001. Earmarking for Girl Students Selection Duration 30% of scholarship will be earmarked for girl students. In case sufficient number of eligible girl students are not available, then the balance earmarked scholarships may be awarded to eligible boy students. As the number of scholarships for minorities available in an year is fixed and limited it is necessary to lay down preference for selection. Inter-selection weightage is to be given to poverty rather than marks. In case of the renewal applications, such applications would be fully exhausted before the new applications are considered. The scholarships will be provided for the entire course. Maintenance allowance will be given for 10 months only in an academic year. Renewal of Scholarship The scholarship, once awarded, may be renewed during next academic year of the course on the production of certificate that the student has secured 50% marks. Pattern of Financial Assistance Funding pattern between Centre and States will be in the ratio of 75:25. Monitoring & Transparency The State implementing the scheme shall monitor the financial and physical performance of the scheme at State level by an I.T. enabled mechanism. The State will be required to furnish quarterly financial and physical progress reports to the Ministry. The State shall maintain year-wise details of the students receiving scholarship, indicating school/institute, location of school/institute, government or private, class, gender, new or renewal, permanent address and parents address. The State shall place relevant physical and financial details in their official website. Post Matric Scholarship (Effective from 29 11 2007)

Post-matric scholarship schemes for meritorious students from minority communities would be implemented. It is according to the Prime Minister s 15 Point Programme for the Welfare of Minorities announced in June, 2006. Link: http://www.minorityaffairs.gov.in/postmetric Objective Eligibility The objective of the scheme is to award scholarships to meritorious students belonging to economically weaker sections of minority community so as to provide them better opportunities for higher education, increase their rate of attainment in higher education and enhance their employability. Scholarship will be awarded to the students who have secured not less than 50% marks or equivalent grade in the previous final examination and the annual income of whose parents/guardian from all sources does not exceed Rs.2 lakh. Distribution Muslims, Sikhs, Christians, Buddhists and Zoroastrians (Parsis) have been notified as minority communities under Section 2 (c) of the National Commission for Minorities Act, 1992. The distribution of scholarship among the States/Union Territories will be made on the basis of population of the above notified minorities in the States/ Union Territories of Census 2001. Earmarking for Girl Students 30% of scholarship will be earmarked for girl students. In case sufficient number of eligible girl students are not available, then the balance earmarked scholarships may be awarded to eligible boy students. Selection Procedure Duration Unlike scholarship for SC and ST, there are a fixed number of scholarships for minorities is small and limited. Students from BPL families, having the lowest income shall be given preference in the ascending order. The renewal applications would be fully exhausted before the new applications are considered. Scholarship will be provided for the entire course. However, maintenance allowance will be given for a period not exceeding 10 months only in an academic year. Rate of Scholarship Actual financial assistance will be provided for admission & course /tuition fee and maintenance allowance as given below subject to a maximum ceiling indicated against item concerned:

Renewal of Scholarship The scholarship, once awarded, may be renewed during the next academic year of the course on the production of certificate that the student has secured 50% marks in the examination. Merit cum means based scholarship to minority communities The objective of the Scheme is to provide financial assistance to the poor and meritorious students belonging to minority communities to enable them to pursue professional and technical courses. Scope These scholarships are available for studies in India only and will be awarded through an Agency designated by the State Government/UT Administration for this purpose. Funding Pattern of the Scheme The Scheme will be implemented by the State Governments and Union Territory Administrations, which receive 100% central assistance from Government of India for the total expenditure under the scheme. Conditions for Scholarship

i) Financial assistance will be given to pursue degree and/or post graduate level technical and professional courses from a recognized institution. Maintenance allowance will be credited to the students account. The course fee will be paid by the State Department directly to the institute concerned. ii) Students who get admission to a college to pursue technical/professional courses, on the basis of a competitive examination will be eligible for the scholarship. iii) Students who get admission in technical/professional courses without facing any competitive examination will also be eligible for scholarship. However, such students should have not less than 50% marks at higher secondary/graduation level. Selection of these students will be done strictly on merit basis. iv) Continuation of the scholarship in subsequent years will depend on successful completion of the course during the preceding year. v) A scholarship holder under this scheme will not avail any other scholarship/stipend for pursuing the course. vi) The annual income of the beneficiary/parent or guardian of beneficiary should not exceed Rs.2.50 lakh from all sources. Rate of Scholarship The rate of scholarship will be as under: Sl. No. Type of Financial Assistance Rate for Hosteller Rate for Day Scholar 1. Maintenance Allowance (For 10 months only) Rs.10,000/-per annum (Rs.1000 p.m.) Rs.5,000/- per annum. (Rs.500 p.m.) 2. Course Fee* Rs.20,000/- per annum or Actual whichever is less Rs.20,000/- per annum or Actual whichever is less Total Rs.30,000/- Rs.25,000/- * Full course fee will be reimbursed for eligible institutions listed at Annexure-III C. H. Mohammed Koya Scholarship Name of Course Degree Type of Institutions 1. Government Number of Scholarships Amount (in Rs.) 3000 4000 PG 2. Aided 3. Un-aided Colleges 1000 5000 where admission Professional is secured under Govt. Quota 1000 6000 Eligibility & Income limit Muslim girls with annual income less than 4.5 Lakhs Mode of Disbursement The amount is being credited to the SB a/c of the applicant. Students are advised to submit any nationalized Bank Account number with IFSC code

Total Amount for all the students in an year 2.5 Crores When to Apply After the completion of first year admissions When is it Sanctioned October/November in every year and timely disbursed Sanctioning Procedure Sanctioned by the Special Officer for Scholarships after verification of Applications. Presently the amount is being disbursed the electronic transfer to the students account II. WELFARE SCHEMES Providing study table and chair to the BPL minority students studying in Std IX It is a fact that many students in poor minority communities have no basic facilities at their house for their studies. There are neither chairs to sit nor table to support their studying, writing and drawing. They have even no cupboards to keep their study materials safely. This department cannot evade from giving a helping hand to them to a certain extend. Hence Minority Welfare Department proposes to provide study table and chair made of steel to the students from minority community studying in the Std. IX in the academic year 2011-12 in selected Govt. Schools and Aided Schools. The student shall be from a BPL family. If two or more children are studying the standard IX only one student will be provided with the table and chair. The table and chair will be purchased from the SIDCO and the same will be placed at the disposal of the district educational officers. They shall distribute the same to the eligible students from the list submitted by the school authorities. The number of table and chair proposed to be purchase is 7036. The estimate cost of one table is 3500 and chair is 1500 the total cost for 7036 table 7036 and chair is Rs. 3,51,83,000/- (Rupees Three Crores Fifty one Lakhs and Eighty three thousands only). Madrasa Teacher s Welfare Fund Pension Scheme. Social and Financial empowerment of Madrasa teachers. Housing Loan facility for the poor. Financial Assistance to the Government agencies which relate with assistance of minorities. Providing Marketing facilities and assistance for their agricultural and non agricultural products. Empowerment of women Housing Loan up to 2 Lakhs for widows. III. EMPOWERMENT OF THE YOUTH AND CAPACITY BUILDING Free Coaching and Allied Assistance for candidates belonging to the minority communities in the following:

o Qualifying examinations for admission in technical/ professional courses such as Engineering, Law, Medical, Management, Information Technology etc., and Language/Aptitude examinations for seeking admission to foreign universities. o Competitive examinations for recruitment through PSC, Railway, Staff Selection Commission, etc., Employment Training through coaching centers. Providing Vocational Training through various Polytechnics. Pre Recruitment Training for Youth in Military and Para Military Forces. Personality Development Guidance Coaching in district wise. IV. MULTI-SECTORAL DEVELOPMENT PROGRAMME (MsDP) Aiming at improving the livelihood of minorities, the government of India approved an expenditure of Rs 3780 core in 90 minority-dominated districts across the country to implement various developmental schemes in the course of the 11th Plan. Absolutely critical infrastructure like connecting roads, basic health facilities, ICDS centers, skill development and marketing facilities and other economic opportunities would be implemented under the scheme. Minority Concentration Districts (MCDs) have been identified on the basis of substantial minority population and relative backwardness in terms of selected socio-economic and basic amenities norms based on data of 2001 Census. The minority population parameters used for identification of 90 Minority Concentration Districts (MCDs) in India are as follow: Districts with a substantial minority population of at least 25% of the total population; Districts having a large absolute minority population exceeding 5 lakhs and the percentage of minority population exceeding 20% but less than 25%; In the six States/UTs, where a minority community is in majority, districts having 15% of minority population, other than that of the minority community in majority in that State/UT were identified. In 1987, a list of 41 minority concentration districts was prepared, based on a single criterion of minority population of 20 percent or more in a district of Census 1971 for enabling focused attention of government programmes and schemes on these districts. In order to ensure that the benefits of schemes and programmes of government reach the relatively disadvantaged segments of society, it was decided to identify districts on the basis of minority population of Census 2001 and backwardness parameters. The backwardness norms used for identification of Minority Concentration District were: Religion-specific socio-economic indicators at the district level (i) literacy rate; (ii) female literacy rate; (iii) work participation rate; and (iv) female work participation rate; and

Basic amenities indicators at the district level (i) percentage of households with pucca walls; (ii) percentage of households with safe drinking water; (iii) percentage of households with electricity; and (iv) percentage of households with water closet latrines. The programme aims at improving the socio-economic parameters of basic amenities for improving the quality of life of the people and Identified development deficits would be made up through a district specific plan for provision of better infrastructure for school and secondary education, sanitation, pucca housing, drinking water and electricity supply. This initiative will be a joint effort of the Centre, States and UnionTeritories for inclusive growth, accelerate development process and improve the quality of life of the people. The scheme aims at focused development programmes for backward minority concentration districts to help reduce imbalances and speed up development. Among the 90 districts pointed out under MsDP in India, the only one district in Kerala is the Wayanad. Department s Initiation under MsDP Twenty crore rupees were spent during 2012-13 for various projects under this scheme in Wayanad District which are as follows: 38 additional class rooms in 23 Government Schools. 10 Sub Centres in Government Hospitals. 3 Drinking Water Supply schemes at Mullankolli, Nadavayal and Padinjarethara Panchayats. Renovated the laboratories of Meppadi Government Polytechnic. Utilized Rs.10 crore for the modernization of SulthanBatheri Govt.Hospital In the 12 th Plan Period, the Minority Concentration Districts were replaced with Minority Concentrated Blocks. As per the new identification under the MsDP, 50 Blocks were identified and declared as Minority Concentrated Blocks in India. The 5 MC Blocks that are identified in Kerala are all the 4 Blocks of Wayanad District, and the Ponnani Town from Malapuram District. During 2013-14, fifty crores of rupees were allotted to the 5 Minority Concentration Blocks in Kerala, so that, each block will be able to utilize 10 crores of rupees for the its development. Achievements of Kerala State Minority Welfare Department 1. The management of Hajj and Waqf are under the control of the Kerala State Minorities Welfare Department. 2. Formation of Kerala State Minorities Development Finance Corporation. 3. Formation of State Minority Commission. 4. Formation of Madarasa Teacher s Welfare fund Board. 5. Implementation of Multi-sectoral Development Progrmme in MCD of Kerala. 6. Appointment of Promoters to propagate all minority related govt. activities spread among the society and to enhance the welfare of the minorities.

Various Schemes submitted by the Department to the Planning Board Empowerment of Widows by constructing houses to those who are not re-married from the past 5 years and not having son(s) with fixed monthly income from government/private sector, and not having a place to stay. (Financial help for this purpose will be taken from NGOs, Individuals and Charitable Organizations). Empowerment of women among the minority community by forming self helpage societies and by providing training and financial assistance to them like Kudumbasree model for self employment. Findings The Minority Welfare Department is not proving any services through Online. It has only a website at present. Eventhough, there is a scope for replicating the e-governance project egrantz of SC Development Department, since there are similar services in both the departments such as Scholarships, Fee Concession, etc., e-grantz is a web based solution for the timely disbursement of educational assistance to all the post matric students of SC, ST, OBC as well as economically weaker sections of society in Kerala. It provides provision for making online application, processing and sanction of educational assistance which brought transparency and accountability in the system. Fee is sanctioned once in an academic year and paid to Institution s Account. LSG is sanctioned once in a year, stipend and mess charges are sanctioned are credited to beneficiary student s Bank Account. For various schemes and services, an end-to-end web enabled e-governance solution will help the Minority Welfare Department to provide faster, transparent and accountable services to the beneficiaries of the State. How to implement e-governance in the Department?

7.8 Health Department The main function of the Health Services is the delivery of primary healthcare in a wholesome manner. In addition to the routine curative services and rehabilitation aspects it elaborates its activities in preventive and promoting health care. The activities include the establishment and maintenance of medical institutions with necessary infrastructure, control of communicable diseases, rendering of Family Welfare services including Maternal and Child Health Services, implementation of National Control / Eradication programmes providing curative services and administration. The Analytical Laboratories and Public Health Laboratory are functions as singlepurpose units under the department with independent controlling officer for each. Kerala is known as the Diabetes capital of India and having high incidence of life style diseases. According to the Kerala Chapter of the Cardiology Society of India, Kerala has the highest life expectancy, the lowest infant mortality rate, and maternal mortality rate. This transition also has unfortunately led to the highest prevalence of Coronary Artery Disease among all Indian states with a rural prevalence of 7.5% and urban prevalence of 12%. Cardiovascular death is 50% of the total death and by 2020 it is predicted to go up to 2/3 of the total death. The ICMR / WHO study on Non communicative disease risk factors estimate there are 8.72 million hypertensives in Kerala. The estimated number of diabetic is an astounding figure of 3.48 million. 52.1% of males and 61.4% of female populations has total cholesterol of > 200 mg/dl. Kerala facing new health challenges like return of Infectious diseases, increase in Accidents and Injuries, increasing Geriatric population and their problems, high level of suicide, diseases due to environmental degradation, new diseases like Dengue, JE, Chikungunya and HIV/AIDS. Other health related problems includes diseases due to pesticides and other industrial chemicals, decreased health status of coastal and tribal population. There were epidemics of Dengue, Chikungunya, leptospirosis and hepatitis during the last few years. New strategies are needed for the control of the emerging infections and lifestyle related diseases. In spite of achievements in some basic health indicators, total immunization coverage is yet to be achieved. HEALTH INFRASTRUCTURE IN KERALA AS ON 31-12-2010 Institution Number Beds Total Government Institutions 1254 37021 Medical College Hospitals 5 8969 General Hospitals 10 4312 District Hospitals 11 4168 Specialty Hospitals 17 5390 Taluk Hospitals 66 9988 Community Health Centres 245 7146 24 x 7 PHC 178 3437 Primary Health Centres 661 2206 TB Centres/Clinics 17 176 Other Institutions 49 198

Specialty Category wise W&C Hospitals 6 1436 Mental Health Centre 3 1342 TB 3 608 Leprosy 3 1916 Others 2 88 Other Institutions Category wise Government Hospitals/Health Clinic 8 116 Mobile Units/Mobile Clinics 17 Government Dispensaries 24 82 Organization Structure Vision & Mission Create a society that can afford healthcare cost; that is healthy, active and vibrant to fight against lifestyle and modern diseases; a state actively involving, interfering & regulating the unethical practices and providing a pollution free environment, taking care of the old and weak, thereby establishing a proper healthcare system for the people of the State.

As-Is-scenario IT enabling of Healthcare sector is minimal compared to other sectors in the state. The systems implemented are scattered and isolated. The only centralised system is the DHIS2 used for monthly reporting of mandatory data to the State and Central Governments. This is gathering data monthly from manually maintained registers and transmitted to a central server through internet. The data quality is considered low. Existing e-governance Projects Various IT enabled solutions were implemented in Health & Social Welfare Department. But most of them are intended for a specific Hospital or Service. Eventhough, some technics of the existing projects can be adopted in the proposed system. The following are the deployed projects in the department: Health Management Information System Health Management Information System is a centralised reporting system developed and implemented by HISP India, a Delhi based NGO. This system is now known as DHIS2 and is being used to report Health Statistical data to Government of India monthly for which extensive trainings were conducted for field staff. Hospital Management System - Outpatient Module at W&C Hospital, Thycaud, Trivandrum This system used Smart cards for each Patient registered at the OP Counter. This Card was supposed to be kept by the patient and can be used whenever they return for treatment in future. The project was a failure since the cards were expensive and most of the cards issued were reported lost by the patients and had to be re-issued. Now the system uses bar coded laminated Health ID cards in place of Smart Cards. But patients often report without ID card and have to be issued new cards.

Hospital Management System implemented in General Hospital, Ernakulam This is a comprehensive system implemented by NIC. This is functional except the OP Clinic Module. The OP Clinic module was not widely accepted by doctors due to its lack of User Friendliness. Hospital Management System at Medical College Hospital, Trivandrum This was developed and implemented by CDAC, Trivandrum and this functioning with reasonable success for the last five years. Hospital Management System at RCC, Trivandrum This was developed and implemented by CDAC, Trivandrum and this is successfully functioning from 2005 onwards. mcare This is an application which runs on smart phones and empowers health workers for health data capture and retrieval. This was implemented at 120 health sub-centres contained in 20 PHCs under three blocks - Vettom, Valavannur and Kuttippuram of Tirur taluk in Malappuram district which is a backward area in Kerala and covers a total population of around 7.7 Lakh. The Health@Palm incorporates a module which will periodically synchronize collected health data to a centralized server. This system captures root level demographic and public health data related to the entire household, mother and child health, ante natal care, family planning, diseases etc directly from the field survey using mobile phone based application and a central web based application. The system also consolidates the disease data and generates reports. Telemedicine Software (e-dhanwantari) e-dhanwanthari is a web based, easily replicable and configurable, W3C compliant Telemedicine Software developed by C-DAC, Trivandrum which facilitates Tele-consultation for patients at remote rural areas with specialist doctors at urban hospitals Mobile Tele-Oncology Unit and Mobile Tele-Ophthalmology Unit for Regional Institute of Ophthalmology Tele-medicine bus with necessary electronic, medical equipments and communication facility for connecting to specialty hospital goes in regular intervals to the rural areas on a pre-specified schedule. Hospital Information System The project envisages an effective IT enabled integrated framework to ensure efficient service delivery to the common citizen and provide a centralized database of healthcare information allowing close monitoring and control measures. The main components are: 1. A Central Repository of Demographic, Public Health and Healthcare data pertaining to the State which will get dynamically updated. Each citizen record in the demographic data repository will be uniquely identified which will be used by all the services provided by e-health Kerala. 2. Centralized Healthcare Information System which has the functionalities of an Integrated Hospital Management System, Disease Surveillance, Management Information System and Healthcare Planning.

Outcome 3. A high Bandwidth reliable Network connecting all hospitals ( in Public Sector) in Kerala and also linking them to Central Healthcare Data Repository and the Central Demographic Data Repository The most important and visible outcome is the creation of a patient friendly interface for the public healthcare institutions all over the state. The systemic outcome is the availability of a universal data base, dynamically updated, by which government can plan for and monitor. The system will enable the government to estimate the quantum and nature of services to be made available to populations in unit areas, to choose between providing or purchasing services, ensure compliance to service quality in contracted hospitals and pool finances from different sources to deliver health care to the population of Kerala. The dynamically updated demographic data will provide accurate and complete information of the population of the State. The database will be a treasure house of information for various other departments such as Social Justice, Education, Public Distribution System, Census, Local Self Government etc. The programme will interface with the Mobile Service Delivery Gateway (MSDG) managed by the Department of Electronics and Information technology, Government of India. When an information that is useful to a citizen, (e.g: Date of immunisation, Availability of medical camp for persons with Diabetes Mellitus), a mobile alert will be sent out to the mobile number on the database. The Technical Infrastructure of the above projects is depicted below: Hospital Computerisation Table Description RCC Trivandrum Medical College Hospital, Trivandrum General Hospital, Ernakulam Women & Children Hospital, Trivandrum Back end Oracle 11g Oracle 9i PostgreSQL MySQL Middle ware (including application software) Oracle 11g AS Oracle 9i AS JBOSS, Appache Tomcat Java, Appache Server Front end delivery channels(includ ing application software) HIS - 20 modules Linux Thin Clients 150 nos HIS - 8 modules Windows PC Clients 650 JSP, Mozilla Browser based Application 46 Node, Windows PC 10 Node, Windows PC

Network devices Hospital wide structured LAN Using L3 Switches Hospital wide structured LAN Using L3 Switches Hospital wide structured LAN Using L3 Switches Hospital wide structured LAN Using L3 Switches Table Public Health Management Description Back end (including database management tools used) Front end delivery channels(including application software) Network Twenty PHCs in Tirur Taluk PostGre SQL mcare Application for mobile phones High End Mobile Phones RHMIS Web based Application Broadband modems DHIS 2 MySQL Java Broadband internet connectivity with all Institutions down to PHC Broadband modems Kerala has remarkable achievements in the healthcare sector. It has the credit of achieving the targets and utilising funds to the optimum level in healthcare sector. To consolidate these gains the healthcare sector has to imbibe technology in a big way. The requirements are a centralised database shared by all the Institutions, connectivity and a rugged software. Issues faced through various projects Citizens have to bring the issued ID card in Hospital Management System at Thycaud Hospital on each and every visit. In Hospital Management System implemented in General Hospital Ernakulam, the OP clinic model was not user friendly. Primary demographic data capturing and data validation was identified as one of the major tasks in implementing the mcare system. Proposed new e-governance System ehealth Kerala ehealth Kerala is a departmental initiative by the Department of Health & Family Welfare, Government of Kerala through the proposed implementing agency (PMU) namely e-health Mission Kerala (ehmk).

ehealth Kerala involves a Pilot implementation in the Trivandrum District and then roll out to six Districts having typical demographic pattern. The project concept is inspired by the two major projects mcare and Hospital Management System which were already implemented in the State. Pilot Phase Pilot Phase will be implemented in one District viz. Trivandrum. This district is predominantly Urban and semi urban which includes the Capital City. There is also a Medical College which is partially computerised. The integration from Sub Centre to the Tertiary Care Unit can be tested in this District. Doctors, paramedical staff and other staff from the Trivandrum Medical College who have hands on experience in computerisation of a Medical institution will provide valuable input for the project. This is also the district where the pilot project for implementation of Universal Health Care is currently under development. Roll out Phase In the second phase following six Districts with typical demographic pattern will be selected. This region also has one Medical College. Kollam and Alleppey Idukki Ernakulam Kasargod Malappuram Location - Coastal area, economically backward and rural - Hilly area with large tribal population - Urban Industrial area - Border District affected by Endosulfan poisoning - Poor socio-economic indicators The project is proposed to be implemented in the entire state of Kerala. The system will be implemented in Sub Centres, Primary Health Centres (PHC), Community Health Centres (CHC), Taluk level Hospitals, District level Hospitals, other Government Hospitals and Government Medical College Hospitals. Strategic Alliances for Implementation Department of Health & Family Welfare propose to implement the project through strategic alliance with three different agencies for assistance in the areas of Technology, Implementation and Training through Public-Private Partnership model. Agencies for Technological support, Implementation Support and Training Support will be finalised through a competitive selection process. Major Stakeholders The major stakeholders are Common citizen approaching healthcare institutions for treatment, all types of Medical Professionals providing healthcare for the public and the Government.

Benefits of the Scheme Stake Holder Government Healthcare Provider Clinical side (Doctor) from Public sector Benefits Integrated database with complete healthcare data of citizens Statistical Analysis Early alerts on spread of epidemics Information on demographic and health patterns Effective epidemiological research Control of unethical practices Alerts based on abnormal statistical data (E.g.: Alarmingly large number of LSCS in a Hospital) Early detection of Communicable and Non-Communicable diseases among citizens and effective control Improved efficiency in planning process, An efficient management Information System and Decision Support System Efficient Patient Flow Management Easy access to Complete and accurate medical history of the patient Easiness of reference to experts Platform to share knowledge

Hassle free record keeping and reporting platform Healthcare Provider Non Clinical side from Public sector. Professionals from streams Such as Pathology Radiology etc Healthcare Provider from Private sector Easy and effective way of reporting Standardized reporting structure Transparency and subsequent control of unethical practices Access to past data for trend and pattern analysis Easy and effective way of reporting of statutory data Increased credibility of providing information to a Government framework Standardised systems which can also be adopted by Private institutions Drugs and Medical Equipments procurement Agency (Kerala Medical Services Corporation Ltd) State Government RSBY Health Insurance Realistic assessment of requirements at the basic unit level Real-time reporting of requirements More effective communications with the healthcare institutions Optimum use resources through re-allotment among institutions More effective utilisation of the modern systems already installed in the Corporation Accurate information for claim processing Seamless information flow Historic data for costing and performance decisions Common Citizen Continuity on Medical care across the State Easy OP Registrations and Efficient Queue Management at OP Clinics SMS Alerts User friendly Hospital Administration Need not maintain or keep personal medical records and carry them around Hassle free transfers between hospitals Objectives of the Project 1. Specific: The basic objectives of the project are: To create a reliable demographic and Public Health database pertaining to the population of Kerala To bring the healthcare institutions of the state under a single integrated digital framework To make reliable, authentic and relevant information about healthcare available to decision makers at all levels according to their needs

To automate the information management procedures in all Government Hospitals and link them as users and providers of information to the central demographic and public health data base. To create a reliable, secure and dynamically updated database of medical information about citizens so that continuity of medical care is made easy To create an efficient Disease surveillance system utilising the real-time data in the dynamically updated database To monitor the healthcare programme implementation closely and ensure optimum utilisation of resources to achieve health objectives To create a Healthcare MIS and Decision Support System to help State and Central Government authorities as well as other Healthcare System Planners To provide an opportunity for Universal Health Care programme to plug into the system at a later date. 2. Measurable: At the end of the project period the entire medical data generated in the healthcare institutions under the public sector and the medical data relevant to disease surveillance and monitoring generated in the private sector will be available in the framework. All citizens will be able to get information on healthcare facilities in the Public sector and will get easy and hassle-free access to medical care through systematic Patient Flow Management Systems. Continuity of medical care across the state will be ensured through a central database. Fund utilisation will be nearly hundred percent through effective monitoring of schemes. 3. Achievable: The state has the basic infrastructure in terms of connectivity, human resources, awareness and e-readiness to achieve the objective in the prescribed timeframe, as well as the political commitment to reform health sector to achieve better results in health sector. 4. Relevant: This project is very much relevant in the present context of the state having achieved a high level of healthcare standard even in rural areas and need to sustain it and take it to a higher level through meticulous monitoring and micro level planning. Since the state leads the nation in the demographic and epidemiological transition and health care expenditure fine tuning of policy and expenditure decisions need accurate and timely data. It becomes a model for implementation of similar schemes in other states. 5. Time bound: The project is divided in to two phases to be completed in two years with the Pilot phase getting completed in 18 months and the roll out getting completed in 24 months. Process Re-engineering The Process Re-engineering required at each functional level is described below: Out Patient Management OP Counter At present OP Tickets are issued for the OP Counter which is also used by the Doctors to write down Symptoms, Diagnosis and Prescriptions. This system will be changed and only Printed Tokens will be issued from OP Counter. These Printed Tokens will contain the following:

1. Date and time of issue 2. Unique Citizen Health Card Id 3. Name 4. Age 5. Department and OP Unit 6. Priority Token Number The patient will be identified at the OP counter, his data down loaded to the institution server. Access to the data will be through the bar code printed on the coupon. OP Clinic: The Present practice is to maintain an OP Register with all details of patients attending OP. In practice this is not maintained properly. This register will be discontinued. Doctors at the OP Clinics will capture the patient identifying information by swiping the Printed token using a bar code reader. Thus the Digital OP Register will be updated with Patient identifying information that has been downloaded from the central server and parked at the local server. Additional details if any can be added at this stage. (e.g.: change of status of insurance) The doctor can capture the past history, symptoms, diagnosis and order prescriptions using a tablet PC and can print out the OP sheet and give it to the patient. The doctor can write his prescription on it at the first phase The inventory management software will also provide an option to the doctor to check what medicines are available in stock and modulate his prescription accordingly. These directions will be accessed from the local server by the diagnosis and/or pharmacists, Results of the diagnosis or filling out of prescriptions will be through the system which will also be captured by the system. The last person to access the system signs the patient out after which the data will be uploaded to the central server for updating the database. In-Patient management In-Patient Registration Discontinue the Admission Register. Admission process will be fully automated and there is no need to maintain a manual Admission Register In-Patient Wards Discontinue the following Registers: 1. IP register 2. Diet register 3. Discharge register 4. Transfer in register 5. Transfer out register Nursing staff may take a daily print out of the IP Register and Diet Register initially for two months and subsequently this can also be stopped.

Instead the patient is passed onto the IP section of the data base through the local server when the admitting physician has recommended admission and the admissions office has processed his application. All related departments such as diagnostics and pharmacy will manage their activities as described above Discharge Process All the Discharge details shall be entered by the nurse/doctor. This will be done either from the ward or office. The Discharge Summary shall be printed from a common location after it has been authenticated by the Doctor in charge. The Discharge sheets may contain the name of the Doctor and need no signature with the following caption- This is a computer generated Discharge sheet and hence will have no signature. The patient data will be uploaded to the central server upon discharge. In-Patient Clinical Records: Case sheets may continue for some more time. However diagnosis shall be digitally captured. All prescriptions shall be done using tablet PCs available in the wards. A printout of the clinical data may be taken occasionally and kept along with the case sheet. Prior Appointments: At present there is no system of prior appointments in Government Hospitals. Everyone has to come early and stand in queues to get any kind of service. This shall be dispensed with and the system of prior appointment will be introduced. OP Clinics: There will be facility for online appointment booking for OP. Appointments however will not be for specific Doctors but for the Units. Appointments tokens can be obtained online for a nominal extra cost. A confirmatory SMS through MSDG with unique random number will be send to the patients Mobile. The patient can either come with a printout of the token or get the token at the counter by telling the unique random number received through SMS. OP appointments can also be booked at Akshaya Centres (CSC). Appointments for Investigations All investigations such as CT scan, Ultra Sound Scan, Echocardiography, and Endoscopy will be through prior appointments. Patients can get the appointment from a common counter if they have a prescription for the investigation. Inter-departmental patient consultations All inter-departmental patient consultations should be only in electronic format. No attender should carry case sheets/ call book in search of the consultant doctor from the other department. Anaesthesia Consultation Anaesthesia Consultation for obtaining fitness for Elective Surgery should be totally electronic. The anaesthetist should accept only those patients whose data is completely entered in the database. Emergency surgery is exempted this requirement. Linkages with core infrastructures State Data Centre (SDC) The Central Servers will be hosted in the State Data Centre located in Technopark, Trivandrum.

State Wide Area Network (SWAN) The Wide Area Network for the solution is built over KSWAN. The Disaster recovery Centre is planned to be located at the KSWAN NOC at Kozhikode. Customer Service Centres (CSCs) Kerala has large network of Customer Service Centres known as Akshaya Centres functioning for nearly a decade. These are well established and are capable of leveraging the ehealth Programme in many ways. CSCs will offer the following services to citizens: 1. Online Appointment bookings for OP, Investigations 2. Online booking of Pay wards 3. Online Payment for selected services in ehealth 4. Providing information on Healthcare facilities available in the State Outcome of the Proposed Project 1. Digitisation of Demographic and Public Health Data 2. IT Enabled Integrated Hospital Management in Medical Institutions in Public Sector 3. Non-Communicable Disease (NCDs) Control 4. Disease Surveillance 5. Mother and Child Data Monitoring 6. Healthcare Planning Process 7. Quality Control of hospitals 8. Universal Health Care. 9. Human Resource Management 10. Financial Management 11. Supply Chain Management of Drugs & Equipments 12. Generating alerts for citizenry and service providers Replication SWOT Analysis Demographic and health data in mcare can be utilized for various national health programmes, population survey, researches and hospitals. Strengths General computer awareness among employees is very high. Trained lower level field staffs in IT Projects. Weaknesses Independent systems for various administration. Lack of Real Time updation in the Centralized database. Achieved wide exposure in developing and implementing mobile based health management system.

Sufficient Fund is available. Opportunities Creation of a PMU for the implementation of the proposed project. Utilization of demographic and health data in various national health programmes, population survey, researchers and hospitals. Threats Forcing Hospital Administers to look after the IT systems. Training to Doctors and Clinical side Staffs on a separate location which is exclusively for training. Action Plan for the next 2 years Action Item Immediate Interim Change management or appropriate training to make all the stakeholders aware of the project implementation and work related process changes. Implementation of the proposed e-health system across the institutions * * Long Term Paperless Institutions * Integration with SSDG * Resource Persons

3.9 Kerala Water Authority Human life relies much of fresh water. Kerala owns the highest number of open wells per square kilometre in the world. Yet Keralites have no adequate access to clean drinking water. Kerala Water Authority (KWA) was established on April 1st 1984 as an autonomous body of the government of Kerala. Prior to the establishment, the Public Health Engineering Department (PHED) developed and regulated water supply, waste water collection and disposal in the state of Kerala. In April 1984, the PHED was transformed to KWA. Later in 1986, regulatory powers were shifted to KWA as provided by the Kerala Water Supply and Sewerage Act, 1986 (Kerala State Water Policy, 2008). Kerala Water Authority is divided into three regions namely Southern, Central and Northern, with headquarters at Thiruvananthapuram. In each region, there is a Regional Chief Engineer. In addition to the Regional Chief Engineers, there are Chief Engineers for Human Resources Development (personal, services and general matters) and engineers that focus on projects facilitated by corporate partners such as the Japan Bank International Co-operation. Moreover, a finance manager and chief accounts officer take care of the financial management of the Authority. There are approximately 10,000 employers and 483 offices of KWA. Moreover, 240 urban and rural water supply schemes are present, which were sanctioned and are under various stages of implementation. There are a total of 25 divisions which include the Public Health divisions of Trivandrum, Kollam and PH division Kochi in all over Kerala. Vision To provide quality water supply and wastewater services in an environmental friendly and sustainable manner. Mission To transform the authority into a customer-friendly organization that provides services at the customer s doorsteps. Main Responsibilities of KWA 1. The design, construction, execution, promotion, operation, maintenance and financing of schemes for the supply of water and for the collection and disposal of the waste water. (This responsibility could be a right goal to enhance achieving equity goals in water supply.) 2. Rendering all necessary services to the Government relating to water supply and the collection and disposal of waste water. (In relation to equity this calls for accountability and transparency between KWA and the government.) 3. Establishment of standards for water supply and waste water disposal services. (This will enhance efficiency, equity and transparency.) 4. Fixation and revision of rates for water supply and sewerage maintenance with the approval of Government (KWA, 2007). (It is important that people are aware of the scarcity of finite goods. All people need to be secured with a minimal amount of water (set by the standards of GOI) in order to achieve social equity.)

Connections at a Glance Entire Kerala In addition to the usual domestic, non-domestic and industrial connections, Kerala Water Authority also has street taps at Panchayats, Municipalities and Corporations. The total number of connections at a glance is given in a table below: Category Number of Connections Domestic 12,26,120 Non-Domestic 95,741 Industrial 983 Total 13,22,844 Street Taps Panchayats 1,67,812 Municipalities 24,213 Corporations 17,235 Total Taps 2,09,260 Revenue of KWA Water Charges From Consumers From Local Bodies Coupon sale to Tanker supply The above income is generated at the Regular divisions of KWA Working of Kerala Water Authority Raw Water is treated Potable Water is transmitted Drinking Water is supplied Issue bills Collect the Amount from the Remitters Modes of Water Supply by Kerala Water Authority Through pipelines to Individuals Through Street taps

Through Tanker Lorries Bulk supply to Panchayats / Corporations Bottled water Existing e-governance Projects Pilot Implementations ABACUS (Advanced Billing Accounting & Collection Utility System) Started as Pilot basis on 2005 in PH Division Thiruvananthapuram, Upgraded its version and named eabacus Developed in the DBA Unit of KWA In PH Division Pallimuku, Ernakulam from 1 st of June 2013, Soon will Rollout to the whole of Kerala CRS (Complaint Redressal System) Launched in 2005 The SDA was IBS Technopark The consumers or publics can contact 24 hours Helpline Toll free Telephone numbers and register complaints Piloted in 2005 in Thiruvananthapuram PH Division and will Rollout to the whole of Kerala soon EIS & FAS (Employee Information System & Financial Accounting System) Piloted in 2005 SDA was CMC Ltd The application includes capturing of various functions like Service Records, Allowances and Transfer Details, etc., of an employee working in KWA It also has an interface with Financial Accounting System with respect to the monthly salary processing, pension and PF Payments. Blue Brigade System The emergency mobile response team launched in February 2009 It is part of the grievance redressal forum of the KWA which is an extended arm to trouble-shoot any issue pertaining to water supply The Blue Brigade team will be moving around with necessary tool kit and equipment LIMS (Laboratory Information & Workflow Management System) Piloted in May 2013 in PH Division Thiruvananthapuram Developed by Kriti Microsystems An Integrated Software suite designed and developed for Laboratory Information and Process Management PMS (Project Monitoring System)

Rolled Out e-tendering Started as Pilot basis in the Project Divisions of Thiruvananthapuram and Kollam The SDA was TCS End-to-end solution for getting the information from AS, TS to the implementation stage It is for planning and monitoring each and every project under the Project Division of KWA The web based complete tendering system, which incorporates with SSL and PKI based Digital Signature to increase transparency in purchase The SDA was KEONICS, Bangalore and the Payment Gateway is M/s Billdesk Rollout to the whole of Kerala at present for the amount greater or equal to 15,000,00 PASK (Project Status Alert System of KWA) Provide frequent updates of the progress status of on-going projects of KWA via web and SMS Developed by the DBA Unit of KWA The subscribed users will get the progress status of the project on his mobile as SMS, or can check through the website Under Development Water Management System (Not yet implemented) SDA is IBM through Keltron Is in Approval Stage Project Studied in Detail eabacus (enhanced Advanced Billing Accounting & Collection Utility System) To facilitate online payment, one has to register on the Kerala Water Authority e-payment Service website using the Consumer ID and Consumer Number given on the water bill. The payments can be made through Credit / Debit Cards or through existing Bank accounts as the service has been integrated with Billdesk.com. An additional charge of Rs.10/- per transaction will be levied for net banking or 2% of the transaction value for Credit Cards. Other modes are illustrated in Modes of Payment. Purposes of the Project To enhance the efficiency of Revenue collection in KWA To ensure the Right service at the Right time for the public To bring the state-of-art technology for the organization To make use of the above for improving the consumer satisfaction Implementation of the Online Billing Project

Revenue deficit was a major problem faced by KWA because of many problems such as delayed service of bills, improper calculations, erroneous meters, unaccountability, insufficient staff for revenue, responsibilities were not fixed and less importance of collecting the revenue. 1995 Computerization started with the introduction of Billing and Collection System in Thirumala Section in Trivandrum Division The software was developed and implemented by NIC KERALA. 1997 Extended the above monthly billing system to more offices 7 section offices in Trivandrum Decentralized system. 1999 Extended to more revenue centres 3 Corporation areas covered viz. Trivandrum, Kochi and Kozhikode. 2001 Expanded the same to 13 more Municipalities in decentralized environment Bills are served once in six months. 2004 Bimonthly Billing System started in 3 Corporations New concept introduced. 2006 Bimonthly Spot Billing System introduced in Trivandrum. 2008 WEB ENABLED CENTRALISED SYSTEM-Advanced Billing, Accounting and Collection Utility System (ABACUS) at Trivandrum Centralised Billing and Anywhere payment concept. 2009 Enhancement of ABACUS started. Development of additional modules in progress 3 modules deployed and 4 modules ready for deployment. 2010 Launched Online Payment on 16th of July, 2010. 2011 Introduced Electronic Spot Billing Machines as Pilot in Palayam section under PH Division, Trivandrum. 2012 ESBM introduced for all sections Work for rolling out started Procured Server Infrastructure Decided to digitize all manual ledgers Work entrusted with Keltron. 2013 Scheduled the roll out activities. Modes of Payment Through Friends Through Akshaya CSCs Payment through Banks Online payment through KWA website Through Kiosks Using Credit Cards

Collection of Water Charges through Palm Held Devices Through KWA anywhere counters (78 Subdivision Sections and 66 Remote Sections) 8 to 8 Helpline Counters (1 in each division; T+1 downloading and posting) Through Federal Bank Electronic Clearance System Through 50 Post Offices in 100 wards of the Trivandrum Corporation in Trivandrum PH division. Copy of Online Bill Types of Users Different Levels of Users Base or Clerical or Operation level. This level stretches till just below of AE level. Cash Collection, Data Transfer, Posting, Sale of Application form (clerical staff including JS, SS, etc.,) Mid or Operational or Executives level. This level stretches from AE to EE Functions Performs primary level activities in an office such as Sale of Application / Request, Submission of Application / Request, Data Transfer to Electronic Spot Billing Machine and vice versa, Billing, Revenue collections, Reading posting, Local queries and Reports. Performs Executive level activities in an office such as Approval of Applications / Requests, Bill corrections, Collection Counter Opening / Closing, Reading Data Correction, Assignment

level. Approvals, Sanctioning, waiving, cancellation (AE, AXE, EE, etc.,) High or Strategic level. This level stretches from DCE to MD level. All Reports (Chairman, MD, Secretary, Chief Engineer etc.,) Supervisory or Administrative level. System Administration, User Management. (Database Administrator / System Administrator) / Re-assignment of Reader-Route-Clerk, Administration of Users, Consumer Data, Management of Holidays and External collection data, Queries and Reports. Performs Decision making activities in the organization such as Management Information System (MIS), Installment allocation on payments, Strategic planning, Queries and Reports. Performs all administrative level operations. Payment of water charges through SBTONLINE using KWA website 1. Note down the Consumer Number and Consumer ID already given in the previous bills of Kerala Water Authority. 2. Type the site address http://www.kwa.kerala.gov.in of Kerala Water Authority in the address bar of your browser. Click the link "Online Payment" to proceed. 3. Logon to http://kwa.kerala.gov.in/online_payment. Click the link "Create new account" for registering. 4. Give the Consumer details in Enter your credentials. Create a new password and confirm by re typing the password. Enter the security keyword as directed. Click the button "Create Account". 5. A Confirmation message will be displayed to the effect that the registration process has been successfully completed. Click on the given link to re login to proceed with the payment procedure. 6. Enter the Consumer ID and the Password created at the time of registration, to login. 7. After successful login, the following screen will be displayed automatically, with the details and amount of the bill to be paid. For making Online payment, click on the button "Proceed". 8. After clicking "Proceed", the page will be forwarded to the BillDesk Payment Gateway site to choose a payment option. 9. In the BillDesk site, the customer has to select STATE BANK OF TRAVANCORE from the Payment option droplist. After selecting State Bank of Travancore, Click Submit. 10. After clicking "Submit button, the page will be directed to the Login page of our Online site www.sbtonline.in, for Personal customers. Enter the User ID and Password to login to SBTONLINE. 11. After login, INB system will ask for confirmation of Payment details. If the details are found correct, Select the Account no: to be debited and Click Confirm.

12. After this confirmation, another screen will appear, showing the previous transactions done for payment to Kerala Water Authority. One more confirmation is to be given, in this screen. Click Confirm. 13. After this confirmation, next screen appears, where high security password is to be entered. (High security password is sent by the INB system, as an SMS to the Mobile number of the customer, for which the Mobile No: has to be properly entered and approved earlier, in the Profile of the customer). 14. Enter the High Security Password received as an SMS in the Mobile phone of the customer. 15. A Receipt from Kerala Water Authority, containing the Name, Address and payment details will be generated. This output can be printed out or saved for future references. Kerala Water Authority Bill has been successfully paid now, and the customer can opt for Logout. 16. If required, the status may be verified, by re login to Kerala Water Authority site. 17. A message will be displayed, confirming that the Bill has been already paid. Benefits of the Project 1. Ten digit unique number for each and every consumer of which the first 5 digits represent their respective section office. 2. Anywhere anytime payment facility for the consumers. 3. Can generate MIS Report. 4. Assures transparency and efficiency. 5. User friendly System. 6. Centralized System. 7. Man hour can be saved. 8. Different levels of users such as Base (entry) level, Mid (Operational) level, High (Strategic) level and Supervisory (admin) level users can be used. 9. Revenue Recovery initiation, approvals, print intimation, print recommendation, status report and summary report can be generate by the system. Recommendations 1. Integrated 3-tier end-to-end service portal for the Kerala State Water Authority. 2. Aadhaar seeding of customers in the existing databases of the Department. 3. Wide publicity through media, organizing awareness programmes. 4. Provision of sufficient technically qualified professionals in the DBA unit. 5. Provision of sufficient hardware infrastructure to the Department. 6. Establishment of KSWAN connectivity to the remaining offices. 7. Formation of a dedicated Project e-mission Team (PeMT) in the Department Directorate the effective implementation of e-governance necessitates a

dedicated team with appropriate skill sets and aptitude to facilitate the e- Governance project administration and overall leadership in the implementation of e-governance projects. Possibility of Replication Since the project is a great success in various payment modes and in generating MIS report based on various criteria, KSEB can learn a lot from this project. Website of eabacus http://210.212.24.30/~kwauser/online_payment/index.php SWOT Analysis Strengths Dedicated skilled staffs in the DBA Unit. Sufficient infrastructure including Database Servers, Application Servers (old 3 and new 7) at SDC which includes 6 application servers, 3 database servers and 1 backup server. Sufficient Fund. Multiple Channels for Payment. High transparency in Bills & Payments. Systematic working group formation. Opportunities 3-tire end-to-end application software for the entire Services. Environment protection through paperless offices. Automated Bill generation and instant multiple Bill Payment options, through mobile devices. Weaknesses Independent e-governance projects for various services. Incomplete KSWAN connectivity. Lack of awareness & communication. Lack of manpower in the DBA unit. Lack of advertisement. Slow decision making and change in policies. Lack of integration with aadhaar number. Incomplete KSWAN connectivity. Threats Lack of internal capacity building for supporting core infrastructure components. Lack of Business Continuity Plan & Disaster Recovery Management. Service delivery through m-governance. Integration with all departments in Kerala. Opportunity to leverage State Common infrastructure.

Formation of a dedicated PeMT. Action Plan for the next 2 years Action Item Immediate Interim Long Term Integrated 3-tier end-to-end service portal for the KWA. * Aadhaar Seeding of consumers in the existing databases and Aadhaar enabled bank account for all the online billing consumers. * Introduction of M-Governance. * Sufficient Hardware Infrastructure to the Department. * Capacity Building Training to the concerned Officials. * To have a stringent SLA with the application developer. * Wide Publicity through media, organizing awareness programmes to promote the online payment. * Formation of a dedicated Project e-mission Team (PeMT). * KSWAN connectivity in the remaining section offices. * Integration with SSDG. * Paperless Offices. * Resource Persons Mr. John Koshy, Assistant Executive Engineer, PH Division Tvpm 9447958366 Ms. Anjali, Bacteriologist, PH Division, Tvpm 0471-2735303 Ms. Sreeja, Chemist, PH Division, Tvpm 0471-2735303 Mr. Farook, Assistant Executive Engineer, IT Wing, Tvpm 8547638234 Mrs. Sujatha, Database Administrator, DBA Unit, Tvpm 8547638080

7.10 Kerala State Electricity Board Kerala State Electricity Board commenced functioning on 31-3-1957 After Noon as per order no. EL1-6475/56/PW dated 7-3-1957 of the Kerala State Government. It had 5 members with Sri K P Sreedharan Nair as Chairman. All the staff belonging to the erstwhile Electricity Department of Thiru-kochi was transferred to the Board. After the enactment of Electricity Act, 2003, KSEB has been functioning as the State Transmission Utility (STU) and a distribution licensee w.e.f 10.12.2004 under section 172(a) of the Electricity Act, 2003.Accordingly, with effect from 25.09.2008, all the functions, properties and all interests, rights in properties, all rights and liabilities of the Board are vested in the State Government. All these functions and undertakings of the Board as vested in Government shall be re-vested in a company to be incorporated as a fully owned Government company under the Companies Act, 1956. Generation At the time of its inception, in 1958, the KSEB had an installed capacity of 109.5 MW, with a total annual internal generation of 441.35 MU. At present, KSEB has a total installed capacity of 2234.4 MW (as on 31.10.2011) including the two Diesel power plants at Brahmapuram and Kozhikode. Transmission The Kerala power system grid is connected to the Southern Region Transmission system through two 400KV double circuit lines. They are Udumalpet Madakkathara line and Thiruneveli Pallippuram line. There are 6 major inter-state transmission lines at 220KV level and 110KV level. The transmission sector of KSEB comprises of two zones namely North and South, and a System Operation wing each headed by a Chief Engineer. The System Operations wing with headquarters at Kalamassery is responsible for the real time management of Kerala Power System and also the activities connected with communication and protection fields. Distribution KSE Board distributes electricity in the State of Kerala except in the Thrissur Municipal Corporation and Munnar (Kannan Devan Hills). For operational conveniences the distribution wing is divided into three zones namely South, Central and North. IT Wing Of KSEB KSEB has its own IT development Team working at Kozhikode, Ernakulam and Thiruvanathapuram and developed many applications to support daily activities, Billing and HRM. ORUMA, SARAS and HRIS are some of these softwares. Labhaprabha Labhaprabha is a comprehensive scheme by KSEB to reduce the energy consumption among consumers, which started from 23 rd of March to 31 st of May 2013. Labhaprabha involves two schemes, of which one will focus on earning energy credits and the other a no load-shedding which lead the consumers to get incentives up to Rs 2 crore for their participation. Half of the earnings made through savings under the scheme will either be returned to consumer or rewards of equivalent value made available to him. These include 50,000 CFL bulbs every week, solar

lamps for every 1,000 consumers, table lamps, LED tubes and bulbs, water heaters and T-5 tube lights. The bumper prize will be in the form of a 1KW solar installation for the first 100 consumers who make maximum energy savings. KSEB is planning to launch Labhaprabha 2 nd Phase in June. Of the 85 lakhs domestic consumers of the KSEB, only 1.5 lakh to 1.8 lakh have signed up so far for the scheme launched on March 23. It s plan is to identify 15,000 to 20,000 consumers who have enthusiastically cut down consumption with Labhaprabha and encourage them to develop a section of consumers as Perpetual Energy Savers. Restructured Accelerated Power Development Reforms Programme (R- APDRP) KSEB introduced cash incentives to its consumers who pay their power bills online, provided they pay the bill amount on the same day the bill is generated, as part of the Restructured Accelerated Power Development Reforms Programme (R-APDRP). It is a Central Government aided programme. Under this programme, KSEB is planning to equip all meter readers of the board with mobile devices that would help them to upload the power consumption details of consumers directly to the board's database. This would be done on the spot and as a result, the details of power consumption by all consumers would instantly get updated in the database. Once the system is fully developed and rolled out, the KSEB will not only be able to withdraw the additional charges now collected from the consumers who pay their power bills online but also introduce cash incentive schemes for those consumers who pay their bills online on the same day they receive their bills. The rollout pilot programme would start in Kottayam and Guruvayur in November. Later, it would be replicated in other parts of the state. At present, there is a palpable delay in uploading the power bills online as the online update of the electricity bills is done manually by the board staff, after the meter readers are back from the field and submit the bill details. Owing to this slow process, the consumers -- even if they receive their bills in hand -- won't be able to make online payment on the same day they receive the bill. Through the rollout of the Rs 214-crore worth R-APDRP, the board aims to capture its entire distribution network in GIS and provide most of its consumer services through the internet. It also envisages creating a well spread-out computer network that would help the board to ensure real time energy audit and also bring down technical and commercial losses in the transmission and distribution system. Organizational Chart

Vision Energy Generation Energy Conservation Energy Transmission Energy Distribution Mission 100% Electrification (Electricity to each and every common man) Save Energy Save Money Existing e-governance Projects Rolled Out Oruma-Online

Future Plan Central database Server of KSEB is automatically updated simultaneously when the online payment is made in any of the 732 section offices of the State. Project Studied Oruma-Online Open Resourced Utility Management Application (ORUMA) is the internally-developed billing software of the Kerala State Electricity Board (KSEB). By switching over to this free software platform, it is estimated that the KSEB will save Rs.9.50 crore by way of licence and upgrading fees. The software can be used on any operating system, such as Linux or Windows. The KSEB has been using the Windows-based software Jyothi from 2003. In 2006, it was extended to 177 section offices. It cost the KSEB Rs.88,770 as license fee for use in each section office. But the software was not user friendly. There were plenty of complaints on errors in bills, listing consumers who had paid their bills in the defaulters list, and wrong report generation. The KSEB s efforts to develop a free software using in-house resources started in January 2007. The initial exercise included discussions with consumers to identify their problems. Implementation of the Project OrumaWEB 1.0.2 Software launched on Tuesday, 23 rd of April 2013 at 11.00am by Power and Transport Minister Shri. Aryadan Muhammed. The Software is developed by Team OrumaWEB, IT-Computerisation Unit, Vydyuthi Bhavanam, Pattom, Thiruvananthapuram (the in-house IT Team of KSEB) with PHP and PostGre SQL for LT, HT and EHT customers. The supported browsers are Firefox and Chrome, which allows the Payment Modes such as Net Banking, Credit Card and Debit Card, and, the Gateway is provided by IDBI Bank. The KSEB has total 1.05 crore consumers of which includes 85 lakhs of domestic consumers. The data is sharing with the Labhaprabha energy conservation programme to calculate the consumption of the consumers. Name of the Services: 1. View LT Bills by the consumers (at present available for selected sections only). 2. Pay LT Bills Online through Credit and Debit cards (Master and Visa), Net Banking. 3. Pay HT/EHT Bills Online (by using User Name and Password). 4. Location of KSEB Section Offices. 5. Downloads of Safety Manual, RTI Act, Forms, Regulatory Affairs, Annual Plan, Acts and Codes, Board Orders, Tenders, Transfer and Promotion Orders, Notifications, Reports, Software utilities for KSEB Offices, etc., 6. Report and Tracking of Unsolved Complaints. 7. Report of Power Theft and get rewarded. In addition to the above, various Information Services such as New Connection, Ownership Change, Extension/Alterations in installation etc., are also included. The Service delivery process How to Pay LT Electricity Bill Online? 1. Keep the present bill on your hand (otherwise the consumer has to view his/her bill at first to know the bill number by click on View Your Bills )

2. Enter www.kseb.in website 3. Click Pay Bills Online Link 4. Select Electrical Section and enter Customer Number and Bill Number under Bill Details. Also enter Email and/or Mobile Phone Number under Personal Details. 5. Click on Show Bill Details. The last Regular Energy Bill is available for payment, provided the payment being made 2 days before Disconnection date and the Consumer is not having any other arrear. In the case of Central Server Sections (Puthenchantha and Vellayambalam of Thiruvananthapuram District) number of Pending Regular Energy Bills and the total amount due will be shown. 6. Select Transaction Type - Net Banking, Credit Card or Debit Card. 7. Click on Show Payable Amount. 8. Click on Confirm Payment. Balance amount, along with Surcharge applicable (if any) and applicable transaction charges will be shown. For Net Banking, transaction charge will be displayed in the Payment Gateway site. For Central Server Sections, Surcharge for belated payment will be intimated in the next Bill. 9. User will be carried to Payment Gateway Site. Click on Make Payment. 10. If the Transaction Type is Net Banking, select the radio button against the name of the Bank. Then click on Continue to Payment and Confirm. 11. Once payment is completed, the transaction details will be displayed. User can take printout of the same. The details will be sent to the given Email/Mobile also. 12. In the case of Central Server Sections, the payment will be immediately effected in the concerned Section Offices. For other sections, it will be updated the next day. However the date of payment will be the date of actual payment through online portal. 13. Transaction charge will be deducted from Consumers account. Transaction charge for Online payments Name of Transaction Rate per transaction Rate Service Tax Total Debit Card 0.88% 0.091% 0.971% Credit Card 0.88% 0.091% 0.971% Net Banking HDFC bank Rs 12 Rs 1.2 Rs 13.2 City bank 1.5% 0.15% 1.65% All other banks Rs 5 Rs 0.515 Rs 5.515

Sample Electricity Bill

Payment Gateway Workflow 1. Consumer enters the Section, Consumer number and Bill number through Oruma- Online Website and it is send to the KSEB s Central database Server kept at SDC in encrypted format using Secure Socket Layer (SSL). 2. Collects the electricity bill details from the KSEB s Central database Server and displays on the Website. 3. After selecting the Transaction Type, when click on Continue to Payment, the transaction details are then passed on to the Payment Gateway (IDBI). 4. The transaction details are then passed on to the KSEB s acquiring bank by the Payment Gateway. 5. KSEB s acquiring bank then forwards the transaction to the consumer s bank. 6. The consumer s bank sends a response to the Payment Gateway. It shows whether the Payment has been approved or declined. 7. The response then forwarded by the Payment Gateway to the KSEB s Central Server. 8. At KSEB s Central Server, the response is encrypted and relayed back to the consumer. This will confirm whether the Payment has been placed or not. 9. When the consumer click on Confirm, the payment is completed, the transaction details will be displayed. 10. Now the consumer can take printout of the same. 11. The details will be sent to the given e-mail/mobile number also. Benefits of the Project Issues 1. The beneficiaries are domestic LT consumers, HT consumers and EHT consumers. 2. The consumers need not go to the KSEB section offices or other offices to pay the electricity bill so that they can save time. 3. The consumers optionally will get the transaction details as e-mail so that the consumer need not keep the hard copy of the Bill and Receipt. 4. The consumer can pay their electricity bills at their convenience in 24 X 7. 5. All the services like G2C, G2B, G2G, and G2E are included. 6. Both Transactional and Informational Services are included. 7. More than one service channels such as online website, KSEB counter and customer service centres Akshaya and Friends. 8. The consumer need not loose his/her wages. 9. The consumers can pay their electricity bills without standing in the queue. 1. In addition to the Section name and Consumer number, the consumer has to remember Bill number which changes from bill to bill. So the consumer needs either the hard copy of the present bill or to click on View Your Bills.

For effective paperless payment system, the consumer has to remember only the consumer number and Section name, and need not aware of the Bill Number which is changing from time to time. When the consumer selects his section name and enters the consumer number, all the bills pending by him/her has to be displayed and the consumer has to get an option to pay the bill(s) selectively. 2. When a consumer takes his/her bill number from the Oruma-Online website, by click on View Your Bills, the consumer again has to return to the Home menu and then click on Pay Bills Online for making the payment. While viewing the bill itself, the website has to allow the consumer to pay the bill(s) online. 3. The reason is not showing for Payment Gateway Transaction Failed. 4. The online payment can only be made until the two days before the due date with fine. 5. KSEB do not let its consumers to know the bill calculation against the units of energy consumed. KSEB implemented the 1 st Phase of Labhaprabha, a programme to reduce energy consumption among its consumers, and the 2 nd Phase is going to implement during the month of June 2013. As an encouragement to its consumers to save energy, KSEB must let to know the tariff calculation of electricity bill to its consumers and the same calculation has to show on the bill. Then the consumer will be aware of the slab system and can reduce the consumption up to a certain extent. 6. Instances reported where payment was successful but the amount paid is seen credited back to the consumer s bank account. 7. Lack of awareness to the consumers. The Online Payment System has been implemented since 23-04-2013. But average online payments per month come around 1000 only. This is mainly due to lack of awareness among consumers. 8. Lack of advertisement to promote Online Payment. Of the 52.5 lakh bimonthly LT bills, approximately 1000 payments were made through online. (only 0.02 % approx). 9. As part of SSDG Project, State will setup an online web portal to host 57 identified services. The New Connection Service of KSEB is envisaged under this Project. Though the idea has been conceived in 2010, so far the SSDG portal and Services are not live. 10. Ownership Change through online, Online Complaint Redressal mechanism and Online Appeal facility are not included in the website as online services.

11. No integration with Mobile Service Delivery Gateway to send alerts to informing consumers on the due dates of payment both without fine and with fine. 12. No mobile based application generation for online payment. 13. KSWAN is available only in 67 offices. Suggestions 1. Make Payment easy. Entry of Bill number may be avoided. The consumer may be provided by an SMS alert with full bill details on the targeted payment date. When the consumer selects his section name and enters the consumer number, all the bills pending by him/her has to be displayed and the consumer has to get an option to pay the bill(s) selectively. 2. A link may be provided to Pay Bills Online simultaneously when he/she is at View Your Bills page. 3. In the case of Payment Gateway Transaction Failed, the reason may also be specified for convincing the consumer. 4. The software may be modified to make the payment even at a later date with fine which may be convenient to the consumers. 5. KSEB may let to know its consumers the tariff calculation of bill by exposing it on each and every bill. 6. Test the software and modify it to rectify the problems against the past incidents reported. 7. Steps has to take for advertisement. KSEB can setup Consumer Help Desk in all 732 section offices for demonstrating the online payment procedure. Issuance of palm lets to the school children through the secondary schools for the awareness of online payment will help to increase the number of online payments. 8. Advertising through Social Networks, Medias, News paper daily, colourful advertisements on the hard copy of electricity bills, posters and cut outs in front of KSEB counters, Akshaya kendras and Friends will help to increase the number of online payments. 9. Demand to the State for starting the module of New Connection. 10. Ownership Change, Complaint Redressal and Appeal must have to come under Online Services. (For new connection, the online service may be avail from SSDG). 11. Integrate with Mobile Service Delivery Gateway to send alerts to informing consumers on the due dates of payment both without fine and with fine. 12. Can generate mobile based application for online payment.

13. Take the necessary steps to implement KSWAN connectivity in all section offices. 14. Integrate with Mobile Service Delivery Gateway to send consumer number and corresponding meter reading on each and every reading time, so that, the meter reader need not note it down. Moreover, the same will be updated in the Central database Server of KSEB and subsequently an automated bill can be generated in each and every bi-month for all the consumers. 15. By making paperless, the KSEB can eliminate its printing expenses and can be a part of environmental protection (trees are cutting down to make pulp). Other Payment Modes KSEB Section Counters, Akshaya and Friends SWOT Analysis Strengths Skilled Staff Strength. Availability of Infrastructure. Dedicated IT Management Team. Use of Open Source Software. Sufficient Fund. Weaknesses Lack of awareness and low acceptance. Lack of transparency in Bill. Slow decision making and change in policies. Lack of integrated Service Delivery. Incomplete KSWAN connectivity. Lack of Real Time updation in the Centralized database. Opportunities 3-tier end-to-end solution for all the Services. Environment protection through paperless offices. Payment at any stage & at Any time Any where. 100% Transparency and Accountability in the Bill. Threats Reluctance for GPR. Lack of confidence in the e-governance System. Lack of Business Continuity Plan & Disaster Recovery Management. Lack of internal capacity building for supporting core infrastructure components. 1.05 crores of consumers through e-gov door. Automated Bill generation and instant multiple Bill Payment options, through mobile devices. Service Delivery through m-governance. Integration with all departments in Kerala.

To leverage State Common infrastructure. Action Plan for the next 2 years Action Item Immediate Interim Long Term Rectification of application issues such as clarification for transaction failure, need of bill number, transparency on bill calculation etc., * Implementation of electricity related entire services through online Introduction of Mobile Payment System and mobile based Services * * Paperless Offices * KSWAN connectivity in the remaining section offices * Integration with SSDG * Resource Persons Mr. Manoj, Assistant Director (IT), Vaidhyuthi Bhavan, Pattom, Trivandrum 9447447231

Chapter 4 ANALYSIS, INTERPRETATION AND RECOMMENDATIONS By analysis we mean a comparative study of the implementation of each projects, their success factors, their draw backs. Activities involved with the various projects compare with the e- governance best practices and standards, and also put forward for the betterment of the project. We are describing the individual department s SWOT analysis in e-governance perspective. 4.1 SWOT Analysis of Individual Departments 4.2 Finding and Suggestions 4.3 Suggested Roadmap Recommendations, Scope and future development of the e-governance projects are presented through Roadmap. The e-governance Roadmap puts together the way forward for the State with respect to delivering the right service to its citizens in a better way. Technology Cloud Computing Changing programming paradigm Use of Open Standards Implementation of m- Governance Formation of PeMT SSDG UID / Aadhaar Integration Focus Area Focus can be on ways to combine Terracotta and Private Cloud frameworks like Eucalyptus to package the applications as a cloud ready applications. Shift programming efforts towards productization and reuse of components. Follow Open Standards possible to fit into. Implementing m-governance in all the services in the state will make the citizen to feel the transparency and accountability in both transactional and informational services. As the first step of providing e-governance Services, all the departments have to form a PeMT very soon. Integrate with SSDG wherever Payment is needed in the e- Governance application. Aadhaar linked databases and Aaadhaar enabled Bank account wherever relevant.

SUMMARY RECOMMENDATIONS As a Good Governance Strategy, the government would function as a SMART (Simple, Moral, Accountable, Responsive and Transparent) Government. It would act as a facilitator and catalyst of growth and remain sensitive to the need for social equity and well being, while enhancing its capabilities and encouraging and strengthening policy making and performance in the public service.

REFERENCES / BIBLIOGRAPHY

ANNEXURE