EGovernment Uzbekistan Single Window For Service Provision Common

E-Government Uzbekistan Single Window For Service Provision Common Services Centres In India Tashkent, 21 st Sep 2016 Sanjay Saxena International E-Governance, PFM & M&E Consultant

Challenges of Providing Services to over a Citizens ! 2

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Main Challenges in Public Service Delivery : Government’s Perspective • Providing diverse set of services to different user groups • Serving disadvantaged citizens in far flung areas • Balancing the needs of citizens with the government requirements of authenticity, relevance, security and accountability. • Low literacy / digital literacy among rural populace • ICT Infrastructure issues - Last mile internet connectivity, power, computers. • Bureaucracy and administrative problems • Rent Seeking and vested interests • Incentives for reforms and citizens participation 4

Main Challenges in Public Service Delivery : Citizens' Perspective Citizens face hardships in accessing different government services Different Departments for Different Services Time Consuming . . . … N Travel Long Distances Make Multiple Visits Corruption 5

Common Services Centers (CSCs) Digital India Vision Areas Common Services Centers (CSCs) are a single window service point where multiple services can be transacted at a single location. Good Governance & Services on Demand Digital Empowerment of Citizens Digital Infrastructure as a Utility to Every Citizen Three Infrastructure Pillars BACKEND STATE DATA CENTRE (SDC DELIVERY CHANNEL STATE WIDE AREA NETWORK (SWAN) FRONT END COMMON SERVICE CENTRES (CSC) 6

State Level Agency (SLA) Identified by each state Government to represent the State and provide all State level support for smooth implementation of the CSC Scheme. Grassroot Level Department of Electronics and Information Technology (DIT) – Nodal Agency National Level Service Agency (NLSA) – Appointed by DIT to enable State specific Implementation Plan Special Purpose Vehicle (SPV) – Proposed for the day-to-day monitoring of the CSC Scheme State Governments Government of India CSC Stakeholders Service Centre Agency (SCA) - The prime driver of the whole CSC eco-system. Village Level Entrepreneur (VLE) - Key to the success of the CSC operations 7

Stakeholder Representation and Relationship GOVERNMENT OF INDIA Department of IT STATE GOVERNMENTS State Government State Level Agency National Level Service Agency Special Purpose Vehicle Service Center Agency / CSC GOI SDA 1 CSC 2 SDA 2 CSC N CSC 1 CSC 2 Village Level Entrepreneur SDA N CSC 1 CSC 2 CSC N 1 V 2 LE NVLE VLE 1 V 2 LE NVLE VLE 1 V 2 LE NVLE VLE 1 V 2 LE N 8

CSC Value Proposition PROCESS 2 N PROCESS BEFORE CSC 1 DEPARTMENT 2 PROCESS 3 DEPARTMENT N DEPARTMENT 1 DEPARTMENT 3 AFTER CSC DATA BASE DEPARTMENT 1 DEPARTMENT 2 DEPARTMENT 3. . . DEPARTMENT N PROCESS 1 PROCESS 2 PROCESS 3. . . PROCESS N 9

Institutional Arrangements for CSCs Computers with internet facility at the CSC is connected to the State Data Centre (SDC) through State Wide Area Network (SWAN) State Administration /State Designated Agency(SDA) facilitates the selection of Service Centre Agency (SCA) SCA establishes the CSCs and trains Village Level Entrepreneur (VLE), private individual who runs the CSCs Citizen approaches the VLE for the services. SDC is connected to the Government departments, ministries and local administrative offices. Citizen’s request for the service is through access to SDC + 10

Service Delivery Mechanism : Place the Choice in the hands of Individual Computer Ministry / Dept. 1 Mobile (Tablet) CSC PORTAL Phone (IVRS) One Window (In Person) Home Service SDC CSC VLE Internet SWAN Ministry / Dept. 2 Ministry / Dept. 3 Ministry / Dept. n 11

Services Offered G 2 C Services B 2 C Services C 2 G Services Grievances Election Commission of India Services (EC) Grievances Data Card Recharge Grievances Unique Identification (UIDAI) DTH Recharge Complaints State G 2 C Services CSC Bazaar – e commerce / shopping service Requests Passport Services Mobile Bill Payments Suggestions Banking Correspondent (27 Banks) Mobile Recharge Total 114 Services are offered by CSCs National Institute of Open Schooling (NIOS) services E Learning PAN Card Services Premium Collection Pension Fund Regulatory Development Authority services (PFRDA) Insurance Agricultural Services Travel – IRCTC / AIR tickets/ Bus bookings National Institute of Electronics and Communication (NIELIT) Services Brilliants – Medical / IAS/ IIT/ courses Health Care Services Online Training Electricity and Utility Bill Collection CSC Rozgar 12

Services Offered G 2 C Services G 2 B Data Card Recharge. C 2 G Services DTH Recharge B 2 C Services CSC Bazaar – e commerce / shopping service Passport, Election and ID Card Services Mobile Bill. Unique Payments Mobile Recharge Banking Services E Learning Tax and Fee Payment Services Premium Collection Utility Bills Payments Insurance Application for various entitlements & Registration Travel – IRCTC / AIR tickets/ Bus bookings Brilliants – Medical / IAS/ IIT/ Banking courses Online Training CSC Rozgar 13

Services Offered G 2 C Services G 2 B Data Card Recharge. C 2 G Services DTH Recharge B 2 C Services CSC Bazaar – e commerce / shopping service Registration for. Bill GST and other Taxes Mobile Payments Mobile Recharge Business Registration Learning Correspondent) Banking. E (Business Premium Collection Pan Card & Tax Returns Filing Insurance Customs and Excise Travel – IRCTC / AIR tickets/ Bus bookings Brilliants – Medical / IAS/ IIT/ Banking courses Online Training CSC Rozgar 14

Services Offered G 2 C Services G 2 B Data Card Recharge. C 2 G Services DTH Recharge B 2 C Services CSC Bazaar – e commerce / shopping service Grievances Mobile Bill Payments Mobile Recharge Complaints E Learning Requests Premium Collection Suggestions Insurance Applications Travel – IRCTC / AIR tickets/ Bus bookings Brilliants – Medical / IAS/ IIT/ Banking courses Online Training CSC Rozgar 15

Services Offered G 2 C Services G 2 B Data Card Recharge. C 2 G Services DTH Recharge B 2 C Services CSC Bazaar – e commerce / shopping service Mobile Recharge and Payments Bill Payments Mobile. Bill Recharge Utility Payments E Learning Direct to Home (DTH) TV Recharge Premium Collection e-Learning Services Insurance e-Commerce Services Travel – IRCTC / AIR tickets/ Bus bookings Brilliants – Medical / IAS/ IIT/ Banking courses Online Training CSC Rozgar 16

Services Offered National Government Local State Data Card Recharge Government DTH Recharge Private Sector CSC Bazaar – e commerce / shopping service Passport Services Mobile Bill Payments Mobile Recharge PAN Card Services EUnique Learning. ID Services Premium Collection Election Services Insurance Banking Services Travel – IRCTC / AIR tickets/ Bus bookings Brilliants – Medical / IAS/ IIT/ Banking courses Online Training CSC Rozgar 17

Services Offered Local State Data Card Recharge Government National Government DTH Recharge Private Sector Government Schemes and Entitlements Employment Services Agricultural Services Pension Scheme Services E-Health, E-Learning & Skills Development Brilliants – Medical / IAS/ IIT/ Banking courses Online Training Electricity and Utility Bill Collection CSC Rozgar 18

Services Offered National Government Local State Data Card Recharge Government DTH Recharge Private Sector Birth and Death Registration Services Water Bill Collection Services Ration Card, Caste Certificate, Social Support Services Property Tax Billing and Payment Trade Licenses Brilliants – Medical / IAS/ IIT/ Banking courses Online Training Electricity and Utility Bill Collection CSC Rozgar 19

Services Offered National Government Local State Data Card Recharge Government DTH Recharge Private Sector Travel Services Mobile Bill Payments and Recharge Services Insurance Services e-Learning Services e-Commerce Services Brilliants – Medical / IAS/ IIT/ Banking courses Online Training Electricity and Utility Bill Collection CSC Rozgar 20

Example - Andhra Pradesh CSC Education Police Revenue 04 65 Registration Agriculture Municipality 15 Civil Supplies 11 34 03 Transport Election 06 08 Mining & Geology Drug Control 14 Industries & Commerce 12 Rural Development 04 02 03 Endowments Social Welfare 03 Health Care & Arogyasri 06 17 Aadhaar (UIDAI) Labor 19 Minorities Welfare 03 Cooperative Societies 02 DME 05 Power Distribution 05 IT & Communication 21 Legal & Metrology 10 11 Total Public Services 283 21

CSC - Infrastructure • • Minimum 100 – 150 sq. feet space Minimum 1 PC with UPS Minimum 1 Printer Digital / Web Camera Genset / Inverter/ Solar OS and other application software Broadband Connectivity Trained and incentivized manpower Investment • Capital Expenditure : USD 2, 000 to USD 3, 000 per CSC • Operational Expenditure : USD 750 per month per CSC 22

Investment and Revenue Model CSCs operate on a Public-Private Partnership model • Capital expenditure for setting up CSC and other infrastructure is borne by State Centre Agency (SCA) • Revenue Support is provided to the SCA based on price discovery determined through the bidding process over a period of four years. • Revenue support for operational expenditure only, based on e. Gov service delivery • In case of G 2 C, the normative support from the state to each CSC is one third of operational expenditure, rest through B 2 C • Revenue support for only operational CSCs for the operational period only • If e-Gov Services meet the committed revenue support level either partially or wholly, Govt. support ceases for those CSCs to that extent • Commission / service charges for each service provided is immediately given to the VLE through online process. • Revenue sharing between VLEs and other stakeholders is 80: 20 23

Business Model Returns Business Model VLE • VLE invests an amount ranging between USD 250 and USD 450 as ‘Deposit’ with the SCA. • VLE spends USD 40 on Selection and Training expenses • VLE have to part with a Revenue Share + Fixed Monthly service Charge to SCA • Income from CSC Service • Infrastructure Support for CSC – PC, Internet, Printer, etc. • Access to Training and Mentoring • Bank-linkage – Handholding support from SCA Field Staff for Loaning Process from Banks • Revenue-Shortfall Support from Government through the SCA • SCA invests in Physical Infrastructure, CSC Hardware and Software • SCA incurs Operational Costs • Revenue-Share + Fixed Monthly Service Charge from VLE • Revenue-Shortfall Support from Government 24

Current Status : March 2016 No. of CSCs in India 1, 57, 000 2, 73, 000 No. of Transactions completed 400 Lakhs No. of Village Level Entrepreneurs 114 No. of CSC Services through SPV 25

Key Benefits To Citizen Benefits To Government Citizen friendly systems and procedures build closer links between Government and Citizens User Pay model ensures sustainable revenue model for service delivery Reducing time taken to access Services Improved access to services and information about rights and entitlements Delivering essential Services to the citizens of remote areas Enhanced operational efficiency and reduced cost of operations 26

A Presentation Sanjay Saxena Sanjay@tscpl. com 27