Circa 2004: All states wired and governance goes online, with grievances being heard by decision-makers. The country in question is India, and no, we are not dreaming—it’s possible, and the process is well under way

Electronic governance or egovernance as it is popularly called has been the buzzword in ministerial circles for quite some time now and the traditionally lackadaisical inhabitants have proven wrong the belief that things entrusted with the government never take off. In simple terms electronic governance can be defined as giving citizens the choice of when and where they access government information and services. E-governance is not just about government web site and e-mail. It is not just about service delivery over the Internet. It is not just about digital access to government information or electronic payments. It will change how citizens relate to governments as much as it changes how citizens relate to each other. It will bring-forth new concepts of citizenship, both in terms of needs and responsibilities. E-governance will allow citizens to communicate with government, participate in the governments’ policy-making and citizens to communicate each other. The e-governance will truly allow citizens to participate in the government decision-making process, reflect their true needs and welfare by utilizing e-government as a tool.

A ‘joined up’ government-community-citizen infrastructure has its own significance. A strong and effective information chain, comprising a choice of practical, accessible and manageable channels of communication has a dual benefit. Citizens enjoy a fast and convenient ‘service’, whilst government not only becomes more integrated into the community itself, but can focus its resources where they are needed most. Moreover, a culture of self-service enables citizens to ‘help themselves’ wherever possible, saving time and money for all concerned. Putting the citizen at the centre of the government also means getting a delivery channel view. Government has to take this fact into account and create SMART governance (simple, moral, accountable, responsive and transparent government).

India has been one of the few countries that have been able to use Information technology to bring good governance to its citizens. Many state governments and ministries of the government of India have realized the potential of egovernance and are now very actively trying to implement egovernance solutions. During the last few years there has been major initiatives among different governments towards ushering in information technology and its tools in the functioning of government.

The emphasis has been on providing better services to citizens and in improving the internal productivity. It has been widely accepted that IT implementation in government is the most difficult process and hence requires careful planning and formulation of strategies for effective implementation.

Citizens themselves are becoming increasingly demanding. They expect high standards of service, instant access to information, efficient transactions, and support, whenever and wherever they need it. Why should they be transferred from department to department for the answer to a simple telephone query? Why should they be forced to queue at public offices to make a straightforward transaction? And why are opening hours for many facilities still 9 to 5 rather than around the clock, 7 days a week? The power makers must be a vibrant, visionary and dynamic source of advice, information and support, rather than simply a provider of welfare to the vulnerable and needy.

While egovernance could have very laudable objectives and ambitious work plans, these have to be weighed in terms of available resources. Ongoing projects can be made more cost and value effective with the use of IT in a modulated fashion without any critical incremental costs.

The government and the private sector have to work in harmony to utilize the resources in an optimum manner and provide value-added services to the citizens. The various delivery channels by themselves can bring in little in terms of better delivery of services, unless the same are made economically viable to the citizens. The electronic governance wave has started worldwide. Change in the mindset of the people particularly at the top levels in the bureaucracy and policy making is important because it is they who provide the leadership. Once this is done, there should be a corresponding trickle down effect right through the spectrum of government.

The future is e-homes with e-services at the doorsteps. Some of the initiatives that saw the light of day:

Urban Development Analytical Network
(Implementing Agency: MBT)
As a step towards entering the next century, the department of urban development, Government of Maharashtra, required a total solution for computerization of its processes thus providing quick service to the public in general & particularly to other connected departments and bodies for showing greater transparency in its working.

Computerization of the Environment Department
The Department of Environment, Government of Maharashtra (GoM) governs the pollution control activities and biological resource protection within the state of Maharashtra. The main job of the environment department is to ensure environment protection, which is achieved in conjunction with the Maharashtra Pollution Control Board (MPCB).

Responsive Administration Information Network
(Implementing Agency: MBT)
The Pune Collectorate is responsible for public administration of Pune district in Maharashtra State. The customer requirement was to provide a turnkey solution for the development of a new, fully integrated, computerized system covering administrative function of the Collectorate.

Public Grievance Redress Monitoring System
Implementing Agency: NIC
The system developed by NIC uses the latest state-of-the-art technology that facilitates any citizen of India with INTERNET access to file his grievance to the Directorate of Public Grievances.
Status: Completed

Rural Soft—Department of Rural Development
(Implementing Agency: NIC)
This system enables monitoring of various aspects of development schemes implemented upto the district level.
Status: Completed.

Land Records information System for Sikkim Government
(Implementing Agency: NIC)
A package has been developed for the Sikkim Government for implementing online mutation of Land Records.
Status: Completed

Touch-screen Kiosks and Smartcards Department
(Implementing Agency: Shonkh, Bangalore)
Smartcards and Touch-screen Kiosks act as major inputs for various applications for e-governance and other commercial aspects.
Status: The Gujarat Government has agreed to use the SMART CARD for RC book and Driving License

Integrated Commodity Procurement Management System
(Implementing Agency: TCIL)
The software developed by TCIL connects the five main centers of HAF to monitor procurement, storage, processing and marketing of agriculture produce in the state.
Status: Completed.

Automatic Integrated Mail Processing Centers
(Implementing Agency: TCIL)
Description: Automatic integrated mail processing centers for Department of Post ensures that processes of mail sorting, facing, canceling, and bundling is made faster in the circles of Calcutta, Delhi and Bangalore.
Status: Completed

Gujarat State Wide Area Network
(Implementing Agency: TCIL)
GSWAN is a State Wide Area Network, selection of suitable hardware and customized software applications supporting Voice Video & Data for information dissemination from various ministries, government departments and offices.
Status: Under implementation.

Computerization of Treasuries in West Bengal
(Implementing Agency: CMC)
CMC’s scope of work encompasses the entire functionality of treasury operation including payment order generation and cheque printing.
Status: CMC’s software development job, a critical part of the project, was completed in 1999.

Software for hotel reservation and bookings for hotels in UP
(Implementing Agency: CMC)
Description: This is a turnkey solution for hotel reservation and operation, package tour management, tourism information, finance and personnel.
Status: Prototype is under implementation

Letters and Files Tracking System, Maharashtra
(Implementing Agency: CMC)
Description: File tracking system for the various departments of the government is being envisaged in this project to smoothen the flow of information flow within the various government departments.
Status: Prototype is under implementation

Software for Excise Collection and Monitoring of Liquor Production
(Implementing Agency: CMC)
Description: The project aims to make the process of decision-making easier by proper collection and analysis of data from the various rungs of administration to the head office level.
Status: Under implementation

Andhra Pradesh Irrigation Information System
(Implementing Agency: CMC)
Description: This hybrid network of radio based and dial-up communication integrated with statewide fibre optic network aims to provide the irrigation related information to the farmers.
Status: In conceptual stage

Computer-aided Administration of Registration Department
(Implementing Agency: CMC)
Description: This project enabled the various units within the secretariat to be connected through a network so that smooth transactions take place for the intra as well as inter department level work.
Status: Completed in November, ’98

Andhra Pradesh Secretariat Campus Network
(Implementing Agency: CMC)
Description: This project enabled the various units within the secretariat to be connected through a network so that smooth transactions take place for the intra as well as inter department level work.
Status: Job Completed in six months, by July 1998

Tourism Site, Ministry of Tourism
(Implementing Agency: TCS)
Most of the websites related to Tourism dispense information to the Tourist of any particular location without taking into account, the needs and desires of the tourist. This is an attempt on part of TCS to address this particular issue.
Status: This has been developed for the Maharashtra State Govt

Andhra Pradesh Wide Area Network Consultancy
(Implementing Agency: CMC)
This project would enable the state secretariat to be linked up with every department in Andhra Pradesh and also to the 23 district headquarters through facilities of data, video & voice communications.
Status: Consultancy completed in January 1999

Voucher Level Computerization System for Offices of the Accountant General
(Implementing Agency: TCS)
Voucher Level Computerization System for Offices of the Accountant General (A&E)
Status: This has been developed for Andra Pradesh (Hyderabad), Gujarat (Rajkot, Ahmedabad), Maharashtra (Mumbai, Nagpur), Tamil Nadu (Chennai) and UttarPradesh (Allahabad, Lucknow) The VLCC comprises of 5 phases. The first three have been implemented (awaiting acceptance) in the 5 states. The remaining two phases are in process.

Integrated Information System for Sales Tax Department
(Implementing Agency: TCS)
Description: The system is designed to facilitate electronic business such as web filing of returns and payment of taxes. Most application forms will be available on the web, which can be downloaded and used
Status: This has been developed and deployed for the Sales Tax Department in the Maharashtra State.

Saukaryam, Vizag
Saukaryam is a project to deliver host of civic services online by using information and communications technology. ‘SAUKARYAM’ (meaning facility) is about delivery of civic services online and is a vibrant example of how community informatics can improve the lives of the citizens. This project is first of its kind in this country built on a public-private partnership platform and improves the delivery of municipal services through information technology.

Works Management in IT Application
(Implementing Agency: C-DAC, Pune)
This system helps in keeping track on the various stages and contract management of all works undertaken by the PWD which is a difficult task for the executing officials of the Department.
Status: This has been developed and deployed for the Public Works Department in Maharashtra State.