Learner’s Submission: Online Public Services in India – ICT as Enabler in Government Reform

“India under the generic umbrella of National e Governance Division NeGD, National e Governance Plan NeGP has identified 31 Mission Mode Projects which will help the country in transforming to better governance and reinvent government systems to deliver efficient and cost effective services to citizens. In order to achieve this India has envisaged 3 core pillar architecture (Three Tier Architecture) for service delivery, namely CSC’s Common Services centre, SWAN State Wide Area Network and SDC State Data Centre.

The 3 tier Architecture of SWAN, SDC and CSC’s integrated across the length and breadth of the country is the vision of NeGD for better e Governance in the country. The uniqueness of this initiative is its perspective because for the first time in India it is being effectively demonstrated that a Public Private Partnership PPP model can work successfully and can be self sustainable in delivering a bouquet of services to essentially rural and underserviced section of the society.

The workflow of common man has changed precariously in recent times as tedious job of revisiting the Government offices has reduced. The opportunity cost of each revisit has reduced. Information related to any service is available at the fingertips for the educated and qualified citizens and Common Services Centers for the illiterate citizens. By virtue of IT Act citizens of India have e Governance Rights. Government of India has come up with various policies related to Core Infrastructure Utilization. These policies clearly mention the objective to solve issues arising from Infrastructure and Standards thus expediting the basic process of e Governance. The service delivery structure in India is a four pillar based on People Process Technology Resources.

In order to overcome the e Literacy Government has entered into PPP Models where needy, underprivileged and deprived people are being trained and equipped with basic literacy of current system that will turn into useful resources in future. Government has identified and prioritized various citizen centric services according to Service Prioritization Framework.

The various services that have been identified by Central Government under the e District MMP are mandatory core services for each state listed as under:

  1. Issue of Certificates
  2. Social Welfare/Pensions
  3. Revenue Court Services
  4. Government Dues and Recovery
  5. Ration Card Services
  6. Right To Information Services

The other optional services are planned to have 12 categories of services enlisted as:

  • Licensing,Utility Bills, Marriage Services, Agriculture Info, Police, Education, Election, Health, Passport, Disaster Management, Employment, Courts.

The government is offering number of high volume citizen centric services to people of India. The Election Commission of India has undergone various study and analysis to enhance legislature system of the nation by devising ICT solution. The elections held in India are now paperless and transparent as the citizens cast there votes at certain protected placed with the help of Electronic Voting Machines thus saving time, effort and cost. The results are also processed quickly as manual interface is very less hence fruitful and transparent. The online grievance and redressal triggers for various ministries and line departments are at place, The Right to Information Act devised by Government of India since 2005 which has been most awaited and the response of implementing this act was a cheer from the Nation.

In recent past there has been a merge of various technological standards for better service delivery to citizens that are iterative and high in volume. India is currently focused on approving and implementing Electronic Services Delivery Bill in the Parliament which will be help in bringing all the 35 states and Union Territories on a single platform with the integration of State Services Delivery Gateway SSDG with National Services Delivery Gateway NSDG. Achievement of Millennium Development Goals seems no bigger task.” – Vikas Razdan– Kolkata, India

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