When the state of Chhattisgarh was formed, in 2000, the newly formed state government's corridors were buzzing with words like office automation and computerization, indicating its thrust on reformations.and bringing in change. In this direction, an ambitious project for computerization of processes, called Chhattisgarh Online Information System for Citizen Empowerment, popularly known as CHOiCE, was conceived by the Chhattisgarh Infotech and Biotech Promotion Society (ChiPS), a nodal agency for e-governance for improving the quality and reach of citizen services.

The challenge for the state was to create a system through which citizens may avail services from public offices as well as offer them the CHOiCE of payments, obtain information about forms, right from submission, tracking, delivery of the services, among others.

Toward Robustness
The concept of CHOiCE stemmed from the desire to develop a robust system that was capable of handling at least 30,000 named users and 3,000 concurrent users; establish electronic citizen service centers across the state to deliver more than 131 e-gov services; introduce a 'single window' experience enabling them to pay taxes, and electricity and water bills; search for property records; apply for passports online; facilitate communication between government administrators and citizens by building an interactive Web portal to disseminate information and submit grievances; and most importantly, create a centralized database to store critical business data for accurate information.

The highlight of the network is to enable citizens to gather information that may not have been previously accessible to them. “CHOiCE allows citizens to access government information and services. The system has the capability to allow citizens to query database, request applications, and check the status of communication made to government departments, says AM Parial, additional CEO, CHiPS.

“CHOiCE allows citizens to access government information and services. The system has the capability to allow citizens to query database, request applications, and check the status of communication made to government departments, AM Parial, additional CEO, CHiPS

Beginning the Process
The implementation platform initially was based on the client-server technology and the Solaris sever was also procured for this purpose. But as the project started evolving, client-server technology was found to be limiting the interface with the citizen. During the pilot project stage itself, substantial changes were made such as client-server interface to browser interface; process automation to process re-engineering; English to bilingual format; and office automation format to PPP, with CHOiCE agents.

An important change made in the project during the pilot phase was the adoption of CHOiCE centers and CHOiCE agents. After identifying locations of e-governance service centers, called CHOiCE service centers, they were given on franchisee basis. In every location, the agent was required to open a service center with necessary infrastructure and was allowed to charge citizens. He was also required to share a percentage of the revenue with the government, and hence through these centers, a self-sustaining and revenue earning model has now been developed.

Teething Troubles
As a first of its kind project in e-governance, one had to keep in mind the uncertainties involved with this type of a project. Apart from the risk of change in the administrative leadership (ChiPS' CEO being an IAS had the risk of his tenure ending), the project also had to keep in mind the political changes considering that the CM is chairperson of CHiPS.

By issuing various notifications in 2003, the government mitigated the risk of legal validity of documents issued through CHOiCE centers, and CHOiCE was made compliant with the IT Act 2000, where the use of digital signatures and provide legal validity for electronic transmission was allowed.

Most importantly, one had to address the issues in process re-engineering, since this is important for any e-governance project to change the functioning in conventional procedures. CHOiCE, too, required support of employees and all other stake-holders, as discretion at the front-end was almost removed and the employees were apprehensive of their role being jeopardized.

Inaugurated in October 30, 2004, like other projects, this project had to undergo the initial hiccups, particularly the task of integration across various departments. However, the departments later saw this as an opportunity to cope with the pressure to perform. The project has now been successfully rolled out in Raipur and is in the process of being rolled out in five districts of the state, including Rajnandgaon, Durg, Bastar, Bilaspur, and Surguja.

Initially, the project started off with proprietary software including Oracle. The entire deployment was done on Windows. “However, we later discovered that the entire state wide deployment would cost us a ransom, as this would include license payment for OS as well as client user and for every additional processor. There were also issues pertaining to the cost of anti-virus systems,” Parial says.

The CHOiCE system utilizes an Oracle Database on Sun Solaris machines with Linux operating system, and is integrated with the back-end applications of ten government departments. Robust authentication features ensure the security of confidential information. The system also supports interactive voice response (IVR) capabilities and cell phone text messaging. The application is also required to be portable enough on thin client on the Linux environment along with biometrics, PKI and smart card.

Security Concerns
The project essentially involves automation of the entire work-flow in the municipal corporation and district collectorates. Agents upload the citizen applications and file travels electronically.

The project has a three-tier security system in place beginning with a valid login user Id and password. Moreover, the system will also store the thumb impression of each person who has been authorized to access the system. After he logs in to the system by providing his user ID and password, the system will prompt the user to further authenticate or identify him. Here, the user would have to place his thumb in the biometric device, and once the impression is matched with the one stored in the database, the system will allow the user to proceed further.

Any action done by the user would also have to be supported by his digital signature. The users are provided with smart cards which carry the digital signature. To certify the action, the user has to insert his smart card in the smart card reader and provide the key number that is associated with his smart card.

With more than one lakh transactions already been done through CHOiCE, the project is now being rolled out in all districts.

Stuti Das
stutid@cybermedia.co.in

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