Governance Good Governance and eGovernance Agenda v v

Governance, Good Governance and e-Governance

Agenda v v v Defining Governance Good Governance – Citizen Centric Administration & Citizen Charter e-Governance – key objectives, benefits & implementation Challenges in e-Governance Need for transformation in government

What is Governance? � Process of decision making � Process by which the decisions are implemented � Process of review & monitor � Process of control 3

What is governance? THE HOW PART � Governance comprise of: ◦ Traditions ◦ INSTITUTIONS and ◦ Processes � That how: 4 determines ◦ Power is exercised ◦ Citizens are given a voice ◦ Decisions are made on issues of public concern

Objectives of the government A SYSTEMATIC EFFORT TO FOCUS ON THE COMMITMENT OF THE GOVERNMENT TOWARDS ITS CITIZENS IN RESPECT OF STANDARD OF SERVICES: �INFORMATION �CHOICE & CONSULTATION �NON-DISCRIMINATION & ASSESS ABILITY �GRIEVANCE REDRESSAL �COURTESY and �VALUE FOR TIME & MONEY 5

WHAT IS INFORMATION TECHNOLOGY ? DATA STORAGE DATA PROCESSING DATA TRANSFER 8

WHAT DOES INFORMATION TECHNOLOGY MEAN FOR A MANAGER ? IT MEANS FREEDOM FROM 1. PLACE 2. TIME and 3. PERSON 9

What is Good Governance? PE OP LE E L P O E P

Krishan Mohan

The Eight Attributes of Good Governance 1. Accountability Government institutions, elected and appointed representatives and the professional bureaucracy must be accountable to the public. Accountability requires transparency and the rule of law.

2. Transparency The processes by which public institutions make and implement policy decisions and the law must be visible and accessible to the public, so the public can understand how and why decisions are made. As a general rule, the meetings and documents of public agencies should be open and available to the public.

3. Rule of law The rule of law is what constrains arbitrary decision-making and arbitrary enforcement of existing laws and policies. The rule of law requires fair and just legal frameworks that are enforced impartially. It also requires an independent judiciary and impartial law enforcement officers.

4. Responsive Public institutions and officials must be responsive to the needs of all stakeholders in the community in a timely and effective manner.

5. Equitable and Inclusive All members of the community, but particularly its most vulnerable groups, must feel that they have a stake in its well-being and do not feel excluded.

6. Effective and efficient Good governance means that public institutions produce policy outcomes that actually meet the needs of the community (good outcomes) and do so in an efficient manner given the resources available (cost-effective).

7. Participatory The participation of all members of society, particularly adults, in the governance process is an essential component of good governance. Participation may be direct or indirect (i. e. , through elected representatives). Effective participation requires an informed and organized citizenry, which necessarily requires laws and institutions that protect freedom of expression and association.

8. Consensus oriented Our society is composed of individuals who hold many different viewpoints and perspectives on issues of concern to the entire community. Good governance employs processes that make it possible for different interests to find common ground and to achieve as broad a consensus on issues as is possible

Citizen Centric Administration leads to Good Governance “It has been too much of Act, Act. The time is for Action. More than doles, we need delivery. Good Governance is more than doles & includes development and delivery The rich can always buy the Government, but good governance is necessary for the poor. It is the poor who will suffer the most in the absence of good governance. The country does not need a ruler, it needs a servant” -Narendra Modi

India’s Transformation The equation of India’s Transformation (IT) through citizen centric administration can be summarized in the form given below: � Information � Inspired � Inner Technology Training and Transformation

4 Pillars of Citizen Centric Administration Honesty, Integrity and transparency of service to the citizen Treating all citizens alike with empathy Ethos Ethics Equity Efficiency Speedy and effective delivery of service

Tools for implementing Citizen Centric Administration � Right to Information (RTI) Act � Technology � Right Intervention through ICT to Service (RTS) Act � Direct Benefits Transfer (DBT) � Inviting suggestions from citizens on government policies � Citizens holding service provider accountable (Public Grievance Redressal) � Active participation of citizen in decision making (Panchayti Raj/ Local Self Government)

Second Administrative Reforms Commission • Constituted Commission suggestions on 31. 08. 05 recommended The 152 • The Govt. of India published 15 Reports and the 12 th Report deals with Citizen Centric Administration – The Heart of Governance

Citizen Charter – Tool for Public Service Delivery �It is a set of commitment made by a department regarding the standards of service which it delivers • But in most of the cases we have failed to provide the services offered to the Citizens

What is Citizen Centric Administration To ensure: � Transparency � Accountability � Timely service

RTPS Acts Highlights �Transparency- 1. Making public service delivery processes & procedures open and visible 2. Information to citizens on: i) Reasons [in writing] why an application is rejected or a service delayed or denied ii) Status of Applications

RTPS Acts Highlights �Accountability : 1. By identifying the responsible authorities within the system 2. Penalizing willful non-performance (Penalty amount is not less than Rs 250/- but not more than Rs 1000/-)

RTPS Acts Timeliness Highlights �Timeliness – Imposes a legally enforceable timeframe for : Ø service delivery (Cash incentive not more than Rs 1000/- and should be recorded in the Service Book) Ø addressing grievances through the mechanisms of Appeals and Reviews

Procedure for Access to Services (How) Application filling Application Submission Application Verification Application Accepted/Rejected With Reasons Application Processing Service Delivery

Government Services And The Vicious Cycle 32 VICIOUS CYCLE 1. High costs and poor citizen outcomes 2. Focus on adding further complexity to drive improvement (doing things better and faster) 3. 4. 5. Inefficient service delivery and high system costs System Complexity Customers engage multiple times and do not receive the outcomes they need Excessive delays Several steps and multiple interactions Less transparency Poor quality of service Complex and confusing at times

Need for Transformation in Government Growing citizen and market expectations 33

34 Desired State Of Government Services 1. On VIRTUOUS CIRCLE time services Lower costs and improved customer outcomes 2. Increased convenience 3. Better transparency 4. Simple and easy to use 5. Requisite quality delivered 6. Lower cost Citizen receive ‘right first time’, tailored, sustainable outcomes Reduced system complexity Costs are minimised because system inefficiencies are stripped out

Technology - An Enabler In Government Reforms 35 ICTs have been an integral part of many public sector reform agendas and have helped governments successfully in: 1. Increasing convenience to the citizens in availing government services 2. Increasing speed and quality of service delivery 3. Empowerment of Citizens through access to information and transparency in service delivery 4. Reduction of corruption 5. Cost reduction and revenue growth for government 6. Improvement in compliance with government regulations

What is e-Government? 36 � It is the transformation of government to provide Efficient, Convenient & Transparent Services to the Citizens & Businesses through Information & Communication Technologies � e-Government is the transformation of public sector internal and external relationship through Internet-enabled operations, information and communication technology in order to optimize government service delivery and governance. e-Governance or ‘electronic governance’ is basically the application of Information and Communications Technology to the processes of Government functioning in order to bring about ‘Simple, Moral, Accountable, Responsive and (SMART)and governance* paragraph 83, Report of the Working Transparent’ Group on Convergence E-Governance for � The Tenth Five Year Plan (2002 -2007), Planning Commission, November, 2001

What is NOT e-Government ? e-Government is not about ‘e’ but about government ! e-Government is not about computers & Websites but about citizens & businesses! e-Government is not about translating processes but about transforming processes ! 37

e-Government & e-Governance �e-Government (Structure) �Transformation of Government �Modernization of processes & functions �Better delivery mechanisms �Citizens are recipients �e-Governance (Process) �A decisional process �Use of ICT for wider participation of citizens �Citizens are participants

Examples of G 2 C Services • Employment Services • Vehicle Registration • Driver’s License • Passport/Visa • Agriculture • Land Record • Property Registration • Marriage Certificates • Taxes • Utility Services • Municipality Services • School Admission • Scholarships • e-Learning • Examination Results • Birth Certificate • Health Care • Pensions • Insurance • Health Care • Death Certificate … from cradle to grave 40

Benefits to Citizens 1. Reduced transaction time and elapsed time 2. Less number of trips to Government offices 3. Expanded time window and convenient access 4. Reduced corruption-need for bribes, use of influence 5. Transparency-clarity on procedures/documents 6. Less uncertainty in estimating time needed 7. Fair deal and courteous treatment 8. Less error prone, reduced cost of recovery 9. Empowered to challenge action-greater accountability 41

Good Governance e-Governance 4 Questions to be addressed WHO will be responsible ? Transparency Accountability Responsiveness Efficiency Participation Resources WITH WHAT resources ? Technology HOW do we want to Implement ? People Four Pillars WHAT do we want to Achieve ? Process Citizens | Businesses | Government | Employees e-Government Connected Front End – Citizens/Businesses/Employees/Government interact with Government Back End – Working within Government 42

Enablers of e-Government Technology People Process � 20 % Technology � 35 % Business Process Reengineering � 40 % Change Management � 5% Luck ! 43

Government and Kind of Changes Ecosystem of Government Organizations

Levers Of Change In Government Reforms There are three key levers of Change in Government reforms and initiatives Change Levers People Change in attitude and behaviors to accept the change, New skills sets required to assimilate the new ways of working, application of traditional skills more effectively and a more flexible approach to working patterns and practices. � Process Change in structure and processes to adopt to the new ways of working, business process design. Technology Application of Information and Communication Technologies to improve the service delivery to citizens, business and Government employees. 45

Factors Mode of services e-Governance and Change: Fundamental Change From Traditional Ways of Working Traditional Ways New Ways Service for citizens Self service in many operations Goal Citizens in line Citizens on line Expectation Digital exclusion Digital participation Change Paper intensive work Government on line Management Style Transaction Intensive Knowledge Management Orientation Production cost, efficiency User satisfaction & control, flexibility Leadership style Command Control Flexible, inter-departmental teamwork, Organizational structure Top down, hierarchical Innovative entrepreneurship, multidirectional, network with central coordination, direct communication Centralized, formal limited channels Formal and informal, direct and fast feedback, multiple channels Interaction Documentary mode and interpersonal interaction Electronic exchange, non face-to-face interaction Process organization Functional rationality, vertical hierarchy of control. Horizontal hierarchy, network organization, information sharing 46

Moving From Physical Noting Files to e-Noting File & Workflow 47

Resulting Changes with e. Governance 1. Often creates redundancy of employees resulting in a fear of loss of jobs (that could be imaginary or real). 1. Changes work load, work profile and work content that forces the need for re-tooling and training. 1. Results in a loss of power and responsibility for some employees. 1. Alters accountability, reduces discretion and flexibility, and makes performance visible and possible to monitor. 1. Tends to flatten hierarchy by altering powers and authority vested in different levels. 48

Resulting Changes with e. Governance 1. Fear of the unknown (for instance, introduction of new technology and changes in procedures) introduces resistance. 2. Role of the intermediary between citizen and government is minimized. 3. Use and dependency on technology to deliver services. 4. Technical performance of the e-Government application in terms of poor access, lack of bandwidth, slow response, frequent break down and software problems can also create resistance. 49

Process optimization & role of information technology 50

Challenges in transformation projects including e-Governance Leadership People Process Technology 42% • Lack of Participation, Ineffective Communication • Lack of ownership • Limited endorsement / support • Poor planning & Control Organizational & Cultural 27% Issues • Lack of involvement • Lack of Readiness • Lack of understanding • Lack of strategic alignment User Issues • Fear of Job loss/Change This. Skill also means that even though • Inadequate development/ Training / process Lack of resources issues are sorted out • Unclear Roles and Responsibilities people issues may still remain!! • Lack of user buy-in Process Issues Technology Issues 23% 4% 4% • Weak / inadequate processes • Poor process alignment • Faulty data • Integration Issues • Configuration Issues • Over complex technology Almost 92 % of the challenges in a transformation exercise around people issues

END