A Leap Forward to e-Readiness – e-Governance Scenario in Haryana : V S Kundu,, Managing Director, Haryana State Electronics Development Corporation Ltd.

What is the approach adopted in implementing the State Mission Mode Project (MMP) ? What is the progress of their implementation?

Haryana Government has worked out a standard approach for implementation of Mission Mode Projects, which includes a framework of system study and its approval, preparation of IT plan and its approval, implementation of IT plan and its periodic review. For system study and IT plan preparation, the state has adopted a two-pronged approach. It is using services of the local unit of the National Informatics Centre (NIC) as well as of a panel of empanelled vendors.  NIC and Haryana State Electronics Development Corporation Ltd. or HARTRON (state government’s undertaking designated as nodal agency for IT services) have been associated as technical expert in the framework of evaluation and approval. We have identified the following projects as Mission Mode Projects: land records, property registration, commercial taxes, treasuries, nagarpalika (municipality), panchayats, agriculture, transport, employment exchanges and police. The additional MMPs under consideration are health, education, social welfare, food and civil supplies at the state level. We have made substantial progress in implementation of all above mentioned mission mode projects. A brief detail of these projects is given below:

Property Registration: (HARIS) Haryana Registration Information System. Implemented at 100% Tehsils and sub-Tehsils in the state. An increase of upto 40% has been recorded in revenue collection after the implementation of the project.

Land Records: (HALRIS) A complete workflow based unique system in the country, which integrates property registration and land records components. The system is being implemented at all Tehsils. The system facilitates availability of the Record-of-Right (Jamabandi Nakal) through public interface counters.

Road Transport: (Driving License Issuance System and Vehicle Registration System) The Transport Regulatory functions (Driving License/Vehicle Registration, permits issuance) has been implemented on self-sustainable model at more than 33 locations. Project implementation approach was studied by the Department of IT, Government of India, consultants at Kaithal for replication across other states as a Grants-in-Aid Scheme.

Treasuries: (OTIS) On-line Tre-asuries Information System: A workflow based product has been implemented in 100% treasuries and sub-treasuries and provided a linkage to the multiple treasury bank branches, dealing with government transactions.

Gram Panchayats: e-GramVikasNet- The below poverty line Census Survey has been computerised in all districts. We have implemented web based rural software and hosted website of rural development department.

Commercial Taxes: (VATMaCS) Value Added Tax Monitoring and Collection System.  Implemented at all districts. Around 0.15 million dealers at 21 locations. Significant increase of tax collection after VAT implementation (from and annual average of 15% to 22%). Haryana is the first state to implement VAT system.

Municipalities: (HACIS) House Tax Assessment and Collection Information System. Implemented for 100% municipalities. More than 0.10 million properties database for all 76 municipalities. Increase in tax collection from 30 million to more than INR 500 million just in one year. Now the state government has abolished the house tax collection.

Agriculture: (Agriculture Marketing Network) Mandies Information System implemented at all 108 Mandies, 25 sub-centers and head office. An SMS based interaction with farmers introduced and a website of agriculture department has been  launched.

Police: The police network is established in the state. Nine application software packages developed and implemented. The dynamic web portal for G2C service developed and integrated on police website.

Pensions: (HaPPIS) Haryana Pensions Processing and Information System. HaPPIS has more than 1.4 million social welfare pensioners details. The project brought about transparency in pension disbursement.

e-Health.Net: Comprehensive Comp-uterisation of Health Department. A suite of  health packages has been developed and implemented in all civil surgeon’s offices in Haryana.

Employment: Employment Exchange Registration and Vacancy Booking System. We have developed this as a workflow based software, which is being implemented at five district employment exchanges. The web portal http://haryanajobs.nic.in has been launched for the benefit of un-employed youth.

How would you rate your state’s progress towards making it an e-Ready state?

The state measures success of e-Governance projects on the following parameters:

i) Extent of service roll out
ii) Service availability and time frame
iii) End user/citizen response and satisfaction
iv) Creation of government databases and the ready availability of information and reports
v) Savings in terms of reduced overall expenditure (i.e. lower total cost of ownership)  or good Return on Investment (RoI) in terms of social benefits, convenience to general public, improved efficiency, employee satisfaction, creation of records and information.

While considering the overall progress of different e-Governance projects, the state has made a big leap forward towards e-Readiness.

The state has improved its ranking in the country by six positions from fifteenth to ninth position in the last two years as per the e-Readiness Assessment Report of year 2005 released by Department of Information Technology, Government of India. The state has formulated its e-Governance roadmap and capacity building roadmap. The state is in the category of ‘level one’ States in implementation of the core infrastructure projects of State Wide Area Network (SWAN) and Common Service Centres (CSCs).

What are the business opportunities for the private sector in implementing the various e-Governance project running in your state?

The private sector has to play a very big role in implementation of e-Governance projects. The state has been consistently exploring Public Private Partnership (PPP) model for implementation of various e-Governance projects. The state is very keen to associate private sector in the delivery of Government to Citizen (G2C) services to citizens at any time and any where. We would like to outsource activities related to software development, project implementation and the roll out of front-end of service delivery activities. As a result,  private sector has opportunities to associate itself in a big way at a different level in implementing e-Governance projects.

What are the services that are being delivered/planned to be delivered through Common Service Centres ( CSCs)? What are the steps being taken for a better user experience (e.g. loaction, etc.)?
Services presently being delivered through CSCs :

  • Computer education
  • e-Ticketing
  • Mobile-recharges
  • Education consultancy services
  • Internet surfing
  • Desk top publishing
  • Retail management
  • Banking and other financial services (tie ups in process)
  • Insurance products (tie ups in process)

Following is the list of various G2C services being planned to be delivered through the Common Services Centers (CSCs).

Mostly CSCs have been setup at prominent places like Panchyat Bhawan, Patwarkhana (revenue collector’s office) etc., so that these are conveniently accessible to most of the users/villagers. Signboards, pamphlets in the local language are displayed and distributed in the villages for awareness of general public.

In district headquarters and urban areas, CSCs will have facilities like help-desk visitor lounge, toilets etc. for the convenience of the users. As far as possible, youth from nearby areas have been employed as operators for CSCs. This has not only provided employment to local youth but will also help in better interaction with the users/villagers.

To facilitate the users/citizens in the rural areas, steps are being taken to immediately start escorting services through CSCs for delivery of various services being given by district administration or line departments from the district headquarters, so that the villagers could avoid the harassment of traveling to district headquarters several times for services like getting an income certificate, caste certificate, domicile certificate and so forth.

Please share with us the capacity building programmes being planned/implemented in your state?

Haryana State has prepared capacity building road map. The capacity building road map for 24 departments was prepared after detailed study and discussion with the senior officers of the state, heads of departments and  the Financial Commissioner.

The Government of Haryana has has the institutional structure as per the guidelines of the Government of India like the State Level Steering Committee– IT PRISM to take up the preparation of detailed project report (DPR) of all the 10 MMPs (Mission Mode Projects) and the cost will be borne through the funds released for NeGP (National e- Governance Plan) by the Government of India. The state has already outsourced the preparation of DPR for  Excise and Taxation Department, Urban Local Bodies Department and the  Panchayat Department.

What are the evaluation and monitoring techniques you are  adopting to monitor the progress and to assess whether the proposed  benefi ts are being delivered to the citizens?

Service Delivery Centres have been directed to maintain a log of all services delivered.  We have planned to audit these logs to determine time taken in delivery of various services and based on audit reports, take appropriate steps to remove bottlenecks and cut on service delivery time shall be taken.

We have also planned to use services of state statistical department to carry out usage and  satisfaction level survey for various citizen services from citizen service centres. We are also  planning to take on the spot feedback from citizens availing citizen services electronically. At  the same time, we have the online system for registration and redressal of citizen grievances.

What are your state’s key
achievements in implementing e- Governance projects?

Hayana has made remarkable achievements in implementation of various e-Governance  projects. These projects have been implemented with a focus on delivery of public services. These projects have been studied by GOI and other teams from time to time. These have been  highly appreciated by these teams. Some of the projects have been selected for replication  across other states as a Grant-in-Aid Scheme. These also have also won top awards, citations at  various forums and conferences.

Property Registration:
Implemented at 100% tehsils and sub-tehsils in the state. An    increase of upto 40% has been recorded in revenue collection after the implementation of the   project. Helped in reduction of corruption and detection of frauds. Also adopted by number of other states. One of the most successful self-sustainable model in the country.

Land Records:
The system is being implemented at all tehsils and being further extended to  7 more tehsils. This system facilitates availability of Recordof- Right (Jamabandi Nakal) through public interface counters.

Road Transport: The transport regulatory functions (Driving License, Vehicle Registration,   Permits issuance) are being implemented on selfsustainable model at more than 33 locations. This project has helped in bringing transparency in service delivery, increase in revenue collection and reduce delivery time.

: The treasuries has been implemented in 100% treasuries and sub-treasuries and   provided a linkage to the multiple treasury bank branches, dealing with government transactions. It has helped in better management of the State’s revenues.

Commercial Taxes:
Implemented at all districts with around INR 0.15 million dealers at 21   locations. A signifi cant increase of tax collection after VAT implementation (from and annual average of 15% to 22%). Municipalities Project: Implemented for 100% municipalities.  There are more than 0.1 million property databases for all 76 municipalities.   An increase in tax collection from INR 30 million to more than INR 500   million just in one year. It has brought about transparency in tax computation.

HaPPIS has more than 14 lakh pensioners details. The project has brought about transparency in pension disbursement.

E m p l o y m e n t Exchange Registration and Vacancy Booking System has been developed as a workfl ow based software. It is being implemented at pilot district  employment exchanges.

Workfl ow based annual budget preparation and release monitoring system, comprising of 10 documents, implemented in a networked environment. A saving of 650   pages/set of budget documents has been achieved by redesigning of the budget formats resulting in a total saving of more that 0.5 million printed pages. Published on CD and web portal.

Standard Suite of G2G Packages:
The suite of applications like payroll, Court cases,  meetings monitoring, postal monitoring called the Centralised File Movement and Tracking Information (CefMaTIS), is in implementation across the state.

All district maps with village boundaries have been digitised per the Survey of India toposheets. Web enabled GIS of Haryana has been developed and launched on web portal.

State Wide Area Network has been established and all districts and block   Headquarters have been linked to SNMC at Chandigarh. More then 300 offi ces have been provided horizontal connectivity through SWAN.

Haryana State has selected state centre agencies for operationalisation of more then 1200 CSCs. The village-level entrepreneurs have also been selected to run CSCs at rural areas   and franchisees to run CSC at urban centres. These centres are offering several B2C  and a few G2C services.

What are some of the challenges that
you are facing in implementing the e-Governance projects? How are they being overcome?

The biggest challenge is the requirement of a paradigm shift in attitude and mind set of  government functionaries at various levels. The focus should shift from offi cials at the top  most level holding the powers to authenticate and deliver services to the person sitting at the  single-window for delivery of various government services at the door step of the citizens. The  Common Services Center scheme of the Government of India under NeGP is the fi rst step in that direction.

Due to language problems, many decision making people at various government agencies  have resorted to the easier route of not using Indian languages at all in their e-Governance projects. Some have adopted even simpler solution of not using any computerisation at all. Motivation of line departments for conducting government process reengineering and  processes change management is another challenge. The IT department is arranging  meetings of sectoral heads, at the level of Chief Minister to spearhead the e-Governance initiatives.

Capacity building at various levels in the government would enable them to adopt to the  change management processes that would be required once the changes in the governance  system are put in place.