Course: e-Governance Project Lifecycle Day 2

Course: e-Governance Project Lifecycle Day 2 Session 1 Setting up e-Governance Vision & Objectives

Agenda Introduction to e-Governance vision and strategy Need for e-Governance vision and strategy Definition of e-Governance vision and objectives Key Elements of e-Governance Strategy

e-Governance Project Lifecycle (eGLC) 1.e-Governance Strategy Development 2. Current State Assessment 3. Future State Definition 4. Implementation approach and sourcing 5. Develop and implement IT system 6. Operate and sustain e-Governance Strategy development is the first step in modernizing the government using ICT Project Management Office/Unit Change Management and Communications

Understanding e-Governance Strategy • What is a ‘Strategy’ in simple terms? • It is a plan of action for achieving the defined goals and objectives • Is a road map to lead an organization from its present state to its desired medium or long term future state • Government Goals (illustrative)? • Good governance… • Providing standard living conditions to the citizens… • Employment to all.. • Health and education to all… • Millennium development goals… • Government Strategy/Plan • Five Year Plan by Planning Commission of India • National/State/Department Action plans for achieving the national/state/department level goals and objectives…

Understanding e-Governance Strategy Government Goals and Objectives Policy People Processes Funding Facilities ICT Enablers Enablers: which ‘enable’ or ‘support’ government or any organization in achieving the stated goals and objectives Governments worldwide have identified ‘Information Technology’ as a key enabler for ‘enabling’ them to achieve the stated goals and objectives…. ‘e-Governance Strategy’ is an approach or a plan of action stating how Information Technology will be leveraged in achieving the stated goals and objectives..

Why e-Governance Strategy? • To provide direction and guidance in IT adoption • To clearly identify the clear and measurable benefits from leveraging IT • To clearly identify the actionable and measurable initiatives for achieving the stated goals/ benefits • To estimate the resources (people, funding..) needed for • To maximize effectiveness of ICT initiatives within Government • To effectively plan and utilise the resources to gain maximum results • To map path from pilot experiments to sustainable, scalable systems….

Vision Elements in e-Government Strategy Objectives & Benefits Stakeholders/ Services/ Delivery Channels What? Vision and Objectives Implementation approach and plan Institutional Structures and Management Framework (Programme Management) How? Strategic planning/ implementation plan Funding/Financial Resources When? Performance Management Framework ( M & E ) Who? With what? How far have we gone?

Key Considerations in e-Government Strategy Development • Ensure consistency with economic development priorities • To keep the business goals and objectives on priority, not the‘technology’ • To pursue real development goals not just “technology push” • Secure political support • Establish stakeholder participation mechanisms (including demand) • Secure stakeholder buy-in of implementation plan

e-Governance Strategy Development: Element #1 - Vision Need for e-Governance Vision If you do not know what you want… You end up getting a lot what you don’t !!!!!!!

e-Governance Strategy Development: Element #1 - Vision Need for e-Governance Vision – contd.. Vision Statement #1: Use ICT for improvement of internal efficiency and effectiveness in service delivery Anonymous person Vision Statement #2: Making effective utilization of IT for improving the service delivery of department Anonymous person Vision Statement #3: Strengthen department administration and to provide simplified, convenient and transparent services to customers Anonymous person All means same….then why Vision Statement for Every Project or department?????

e-Governance Strategy Development: Element #1 - Vision Need for e-Governance Vision – contd.. • Each Department provides unique services to customers • Target Beneficiaries and customer groups are different • Each department has varying service levels, complexities and priorities…then.. • Then each department should have unique vision to leverage ICT/ e-Governance…

e-Governance Strategy Development: Element #1 - Vision Defining e-Governance Vision – contd.. A vision statement should: • Be clear, intuitive and simple • Reflect the specific conditions and ambitions of the organization • State what will be and will not be done • Consider needs and opportunities • Be aligned with overall development strategy • Involve consensus building by stakeholders

e-Governance Strategy Development: Element #1 - Vision Defining e-Governance Vision – contd.. Steps in building vision statement includes:

e-Governance Strategy Development: Element #1 - Vision Defining e-Governance Vision – contd.. Examples… “NeGP Vision “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.” eBiz – Establish One-stop-service delivery centre for G2B Services in India, provide services in simplified and convenient manner and thereby improving the investment climate in the country e-Procurement: Establish common procurement platform for realizing the right value for the goods & services, minimizing the cost of procurement and providing equal opportunities for businesses…

e-Governance Strategy Development: Element #2 - Objectives e-Governance Objectives • Should flow from e-Governance vision.. • e-Government should not be considered as a business goal or objective by itself. Rather, it is a means to achieve business goals or objectives • e-Government objectives should be established along two dimensions: • Adding benefits to the customers • Adding benefits to the organization itself • An objective is a specific and usually quantifiable statement of program achievement • Should have measurable criteria for achieving success

e-Governance Strategy Development: Element #2 - Objectives Defining e-Governance Objectives • ForCitizens (Specific Objectives): • Provide Passport to citizens in 3 business days • Instantaneous payments of taxes & bills online through kiosks For Citizens (General/ambiguous Objectives): • Streamlined, standardized electronic information gathering and access • Reduce the time to access relevant information • Enable citizens to find benefits and determine eligibility • Reduce the time for citizens to find information on opportunities, schemes, benefits etc. • Electronic delivery of services • Convenient, any time and anywhere services

e-Governance Strategy Development: Element #2 - Objectives Defining e-Governance Objectives – contd.. • ForCitizens (Specific Objectives): • Instantaneous access to Information Services • Business Registration in 5 Working Days • Online Filing of Returns etc.. For Businesses (Broad Objectives): • Convenient & simplified processes for establishment, operations, expansion of businesses • Minimize burden on businesses through online forms/services • Reduce time for filing and complying with regulations • Increased and equal access to business opportunities with Government

e-Governance Strategy Development: Element #2 - Objectives Defining e-Governance Objectives – contd.. • For Department (Specific): • Minimize direct interaction between department & citizens • Reduce cost of procurement by 50% • Migrate to 75% online service delivery by 2008 • 0% of transactions at Department counters for payment of taxes, duties etc.. For Department (Broad Objectives): • Reduced administrative burden and Increased employee productivity • Information reuse across and within departments • Cost effectiveness in operations

e-Governance Strategy Development Key Considerations for Vision and Objectives Definition • To be developed based on extensive interactions with stakeholders, not based on board room discussions • To be developed from stakeholder needs, not by department thoughts • Stakeholders include: • Customers (citizens, businesses..) served by the government • Employees of organization delivering the services.. • To be developed to address the current challenges and future needs • To take learnings/inputs from similar situations and initiatives in India and world wide…

e-Governance Strategy Development e-Governance Vision to Strategic Planning… • Strategic planning divides the vision into manageable specific goals, to be accomplished in phased manner • The goals get translated into one or more projects. • Each project has an objective (a specific measurable result expected, and time lines for completion • Priorities setting for execution of the projects • Road map preparation with time lines for action on the identified projects.

e-Governance Strategy Development Key Element 3: Stakeholders/Services/Projects/Delivery Channels.. • Stakeholders • Customer Segmentation • Citizens • Businesses • Partners (suppliers and other government agencies) • Key Customer needs to be considered • Easy Access – single & reliable access to information & services • Clear Accountability – for delivering the services • Integrated view of customers - no longer be required to submit the same information/ documents repeatedly

e-Governance Strategy Development Key Element 3: Stakeholders/Services/Delivery Channels.. • Services • Categories of services • Informational • Foundation (core transactions) • Others (low visible transactions) • Implementation planning for services • Raise visibility - Informational • Build critical transactional services – foundation services • Sustain value – low visible services

e-Governance Strategy Development Key Element 3: Stakeholders/Services/Delivery Channels.. • Channels • Department counters • Internet/Portal • Call Center • Kiosk (CSCs) • Mobile computing etc… • Primary Channels • Internet & Kiosks • Secondary channels • Call Center & Department Counters • Extended Reach • Mobile computing etc. Selection of delivery channels is a critical element…. identifying portal and internet as a service delivery channel as the primary channel for citizens in rural parts of the State is a bad choice….. Internet penetration in villages and rural parts is LOW

e-Governance Strategy Development Key Element 4: Implementation Approach and Plan – contd.. Some Key Considerations for Planning • ICT Infrastructure readiness • Availability of IT infrastructure • Availability of Network infrastructure/connectivity • Availability of Power… • People readiness • People readiness varies from locations/geographies (urban/rural) – no one size/training fits all • ICT awareness levels • Mindset of people and readiness to accept • Systems readiness • Robustness of application functionality – needs filed testing • System performance • Systems security…. • Data readiness • Availability of data in digital form • Quality and completeness of data Ensuring all this readiness for all locations at the same time can be unmanageable…

e-Governance Strategy Development Key Element 5: Programme Management Framework - Need • e-Governance projects are treated as additional responsibilities for individuals in an organization – not a focus area • Continuity of people is key challenge at leadership and management level for most e-governance projects • A key factor contributing to project failures or discontinued focus… • Most of the initiatives are individual driven – not system driven…. • Most of government departments do not have a dedicated institutional functions for e-Governance or IT management • However, many PSU’s have established these structures (e.g. EDP/IT cell) • Many projects run beyond planned timelines – lack of expertise in management and tracking of initiatives… It requires appropriate skills, knowledge and attitude to drive e-Governance projects….it should be a dedicated and focused effort

e-Governance Strategy Development Key Element 6: Funding and Financial Resources Investments in e-Governance Projects (Illustrative..) Consultancy Services (Strategy development, process reengineering, systems design, business model development, vendor selection, programme management, Quality assurance, M & E, change management…) Software Design, Development and Maintenance (Custom development, ERP implantation, operations and maintenance of software…) IT Infrastructure creation and maintenance (Data Center, Network, end user infrastructure…)

e-Governance Strategy Development Key Element 6: Funding and Financial Resources Various Models for Private Sector Participation Conventional Based on costs and revenues, a right business model for implementation need to be developed…. Outsource Government Control PPP Privatise Risk Transferred to the Private Sector

e-Governance Strategy Development Key Element 7: Performance Management Framework (M & E) • Performance management allows government decision makers to establish specific objectives and measure the progress towards achieving them. • Performance management is specially critical for e-Government due to the following : • Large investment required by e-Government • Virtual nature of e-Government • Collaborative aspects of e-Government • In e-Government, performance management should focus on three key dimensions : • Tracking the progress of e-Government implementation • Tracking the value added to customers • Tracking the value added to the organisation itself • Performance management is supported by Monitoring and Evaluation frameworks, which are adopted by most successful organizations world wide

End of Session

Course: e-Governance Project Lifecycle Day 2