E-Governance in Andhra Pradesh

E-Governance :

• Delivery of Government services through digital and electronic means
• Reduce controls/regulations
• Increase Efficiency

A Good Governance which proactively and continuously leads to where

Citizen needs Least Assistance from Government and has Least Interface with Government.

E-Governance is the process of administration using information technology for free movement of information to overcome the physical bounds of traditional paper and physical based systems. EGovernance, also known as e-gov, digital government, online government to create transformed government, where interaction with government to citizens, business other governments departments in a comfortable, transparent and effective at interaction low cost.

E-governance is the latest trend in the governance process all over the world. Good governance can be enabled by e-governance if appropriately implemented. Good governance will be SMART (Simple, Moral, Accountable, Responsive and Transparent) governance which is so essential today in countries all over the world.

E-governance in the developing world in action

E-Governance is a powerful tool for bringing about change to government processes in the developing world. E-governance operates at the cross roads between Information and Communication Technology and government processes, and can be divided into three overlapping domains: e-administration, e-services and e-society. In order to be successful, e-governance must be firmly embedded in the existing government processes, must be supported, both politically and technically, by the governments, and must provide users with reasons to use these on-line domains. In order to maximize the impact, process change needs to be considered part and parcel of e-governance.

(Electronic Governance or Digital Governance) is the effective use of Information Technology (IT) to improve the system of governance that is in place, and thus provide better services to the Citizens. Introduction of E-governance is considered as a high priority, as it is considered to be the only means of taking IT to the “Common Public” and bridging the digital divide in the developing countries like India. The State of Andhra Pradesh has undertaken various e-Government initiatives to provide better, more efficient, transparent and responsive services to the citizens and to promote greater efficiency within the Government.

Andhra Pradesh state pioneered eGovernance in the country. One of the principal objectives of the IT policy of Andhra Pradesh is the extensive use of IT within the process of governance for providing better citizen services and for enhancing efficiency, transparency, accountability of Government departments, and agencies.

Initially the State govt has adopted the eGovernance applications developed by the National Informatics Center. Subsequently, the IT&C Dept, GoAP have launched a few enterprise wide coverage eGovernance projects such as eSeva, eProcurement, Social Welfare Benefits Management System (SBMS), Human Resource Management System (HRMS) under Public Private Partnership model. Some of the departments themselves have embarked on egovernance by developing computer applications to improve the internal efficiency with in house resources or through the resources provided by Institute for Electronic Governance (IEG) or through vendors. The Center for Good Governance (CGG) has also contributed to some extent in developing and implementing Management Information System (MIS) based applications for the state government.

The eGovernance applications developed by the NIC for various govt departments are listed in the ‘Report on ICT services by NIC, AP state center’ prepared in December 2006. The eGovernance initiatives of CGG, IEG are listed in the booklets furnished by them.

The delivery models of e-Governance are:

• Government to citizens (G2C)
• Government to business enterprises (G2B) and
• Government to governments departments (G2G)

The Government of Andhra Pradesh is pioneer in providing eGovernance services aimed to benefit the common touching the cross sections of the society and to the last mile of the State. The e-Governance projects of State Government, such as eSeva, eProcurement, Computer Aided Registration of Documents (CARD), Citizen Friendly Services of Transport (CFST) are widely known across the globe and are well acknowledged.

E-Governance Projects in various Departments

Year	Name of the Department	Projects name
1997-99	Finance	Budget online
1998-02	The Registration & Stamps Department	CARD – Computer-aided Administration of Registration Department
1998-99	Revenue	Citizen Database
1998-99	IT&C Department	APSWAN
1998-99	IT&C Department	AP Video Conference
1998-99	IT&C Department	Andhra Pradesh Secretariat Campus Area Network (APSCAN)
1999-2000	IT&C Department	Simple File Tracking System
1999-2000	IT&C Department	APNET-SAPNET-Distance education-Training Programs
2001-02	IT&C Department	AP-online
2002-03	Transport Department	Citizen Friendly Services of Transport Department (CFST)
2002-03	IT&C Department	Rural Service Delivery Points (RSDP)
2003-04	Home department	eCops
2004-05	Finance department	Integrated Financial Management System
2004-05	MA&UD Department	eSuvidha
2005-06	Health Department	Aarogyasri
2006-07	Commercial Tax Department	Value Added Tax Information System (VATIS)
2006-07	Rural Development	NREGA , Smartcard
2008-09	Social Welfare Department	Online Post Matric Scholarship
2008-09	IT&C Department	GOIR & Gazette
2008-09	IT&C Department	AP portal
2008-09	IT&C Department	Citizen to Government (C2G) Petition monitoring system
2009-10	School Education Department	SSC Examination and Portal Services
2009-10	Andhra Pradesh Public Service Commission’s	APPSC – online application submission

E-procurement

Strengthen the E-procurement to World Bank Procurement, Project management, Rate contracts a Standardization of (Common) Bid document and market price monitoring

It automates the procurement and purchase procedures of AP Govt. starting from demand aggregation to procurement and fulfillment of contract. Andhra Pradesh is the first state in the country to initiate e-Procurement. The basic objective of this project is to use the tools of IT to introduce best practices in electronic procurement across Govt. departments.

State Portal & State Service Delivery Gateway (SSDG)

To create an integrated information infrastructure to enhance the utility and reach of the services provided by the Government by utilizing the network of Common Service Centers (CSCs) as a Service Delivery Channel for all the Government to Citizen (G2C) and Government to Business (G2B) services of the State and its Departments.

Electronic workflow for file processing in the offices

(KM-ATOM in Depts.) Government requires a workflow management system for movement & processing of files. The workflow system shall bring Transparency at all levels by File tracking. The following is the goals are set:

• Implement electronic workflow systems to bring Transparency at all levels by File tracking in all departments in next 5years.
• Maintenance of Electronic Personal Register (PR)
• Electronic Generation of File disposal reports & MIS
• Introduce Internet based file / grievance tracking by citizens
• Implementing workflow systems for online note file and current file in all departments in next 10years.

Human Resource Management System (HRMS)

The main objective of the project is creation of database of all government employees, automating the HR, administration and service procedure of AP government and providing a unified view of deployment of human resource. Main modules will be Pay Roll, Service matters, Leave Account, Transfers & Postings and Retirement benefits. Interface to APPSC, for recruitment, Interface to Employment & Training Department.

Call Centre extended as RTI call centre

The existing call center will be strengthened and integrated with all departments. The status updating in departments will be mirrored with the Government Portal for handling all citizen related queries. The same call centre will be extended as single point of Grievance management system, RTI Call centre to register all RTI calls, updating the status and generation of the periodic report generation.

m-Government (Mobile Government): The Government of Andhra Pradesh will launch a special initiative to cater to mobile communications for delivery of e- government applications. To begin with, the existing applications being offered as part of e- Seva will be progressively made available for mobile access. Government will establish a common Mobile services platform for GOAP managed by IT&C Dept for all Govt. Dept services in the lines of call centre being maintained.

Automatic updating the Website with GO, soon after their issue: The Government has launched a Web Site for availability of G.O. to general Public soon after their issue. The website name is www.ap.gov.in/goir. Citizens can visit the website to view or take a print copy of GO.

1. The website shows GOs is up and all GOs are available from 01.07.2008 onwards. The field for indicating the amount released in the GO is made operational from 10^th October 2009
2. Publication of Gazette on Internet: Project has been successfully implemented for Commissioner, Printing Hyderabad. Service is available at www.ap.gov.in/gazette.

C2G (Citizen to Government) Petition monitoring system: C2G website was hosted with Improved the Functionality of the application and the application is provided with SMS and call center interface for knowing status. Service is available at www.ap.gov.in/c2g. The C2G application is extended for drought and floods.

CARD: Computer aided Administration of Registration Department

• Covers all 387 Sub-Registrar offices within Andhra Pradesh
• Transaction time for getting encumbrance certificates, market value assistance, deeds registered etc significantly lower
• All the above services shortly being made available without any geographical boundaries for citizen convenience

CFST (Citizen Friendly Services of Transport Department)

SMARTGOV

The State Government plays a crucial role in the governance of the State. It is a repository of a wealth of information and knowledge. Public interest lies in the efficient management of this information and knowledge. Decision-making and policy formulation processes within the Secretariat involve receipt and dispatch of a large number of communications apart from holding, maintaining and processing large volumes of data. Effective use of Information Technology can bring about a significant improvement in these processes.

A study taken up by the IT & C department on the functioning of the Secretariat and the existing efforts at computerization within the Secretariat, has led to the design of a comprehensive Secretariat Knowledge & Information Managements System (SKIMS) (later renamed as Smartgov).

The salient features of SKIMS are given below:

• SKIMS seeks to achieve a set of 10 clear objectives like increasing employee productivity, efficient management of data, information and knowledge within the secretariat, exploitation of the power of the network and advancement towards a paperless and knowledge-led governance.
• It is based on a two-tier architecture consisting of the Central Information System (CIS) and the Departmental Information Systems (DIS).
• The creation, numbering and closure of files is proposed to be handled centrally for the entire Secretariat. Certain aspects of security, access permissions etc., are also proposed to be managed centrally.
• Common applications useful to all the departments are proposed to be developed and implemented as part of the CIS. Examples are pay rolls, leave, audit, monitoring of plan schemes, etc.
• The business in the Secretariat is proposed to be classified into various subjects and each assigned with a code and a weight age in terms of its importance. The system is designed to regulate the file movement in such a manner that work is attended to on a priority basis in order to ensure that the important work gents precedence over routine work.
• Concepts like knowledge bank, workflow automation and electronic files are incorporated.
• The flow of information between field departments and the Secretariat is proposed to be handled electronically. The project design and implementation incorporates suitable security features.

E-Seva

e-Seva is a major G2C initiative in Andhra Pradesh built on public private partnership model. It provides the citizens with a clean, transparent, efficient, effective and hassle- free administrative system through state-of-art electronic technology. It is a one-stop-shop for a range of citizen-friendly services and provides through a chain of computerized eSeva centers, Internet i.e. www.esevaonline.com, ATMs & Bank Branches. It is established in August 2001 on the success of pilot project called ‘TWINS’.

Objectives:

• Provide a pleasant customer user experience across all contact points,
• Enhance government accountability and democracy,
• Improve service quality and innovation
• Provide cost effective services
• Increase operational efficiency
• Enhance accessibility of information to citizens
• Provide an integrated approach to customer relationships & finally
• Provide a single long running dialogue across all business functions and customer access points for service delivery at one point.

APonline

AP Online is a digital gateway for the Government of Andhra Pradesh (GoAP) to offer multiple services, through a single window, to its citizens. It is a best-of-breed portal, developed by GoAP in partnership with Tata Consultancy Services, India’s largest IT company.

APOnline Ltd was formed as a Joint Venture Company by Government of Andhra Pradesh in partnership with Tata Consultancy Services to develop, design, maintain and operate the citizen services portal. APOnline provides various Government to citizen services through multiple delivery channels like Citizen online-service and kiosks. At present APOnline has more than 1500 franchisee network across the state to provide the citizen services

APOnline is easily accessible through multiple delivery channels, homes and offices, anytime, anywhere … . to deliver services at citizens’ homes.

Range of Services

Information Services: Provide up-to-date information on a wide range of subjects pertaining to different GoAP departments, including Functions & Services, Forms & Procedures, Key Contacts, Organizational Performance, Government Orders, Acts, Rules, Budget Documents, Prices of Essential Commodities, Memos, Advertisements, Tenders and important events.

Interactive Services: Facilitate online submission of forms including applications and requests for registrations, certificates and representations to different government departments. Complaints and grievances can also be filed.

Payment Services: Offers Online Payment facility to the citizens of AP to pay their Utility bills like Electricity, Water, telephone, mobile, purchase recharges of all mobile operators, payment of property taxes, insurance payments, Challan payments etc.

G2G Services: APOnline develops internal applications for various Government Departments viz. Online Teacher Transfer Requisitions (Where teachers can apply online for transfers), Online Counseling of Teacher Transfers etc…

Features

- One stop, Non stop services

- Access GoAP organisations from anywhere, anytime

- Plug and Play model to enable upcoming citizen services

- Query facility on Request Status by citizens

- Advanced Search Facility

- Secured e-payments

- Links to other GoAP web sites

- Integration with wireless devices

- Extension services of GoAP

- Cost-saving model for government & citizen

- A Business Vehicle for all Government Services

- Online helpdesk for franchisees

APOnline Offerings

APOnline offers services to the citizen through various channels:

1. Internet (Online)

A citizen who has access to Internet can avail the host of services, which are offered through the portal. For payment of utility and various other bills, the citizen needs to have a credit card/ debit card (debit card option yet to be enabled).

2. Kiosks (Manned Kiosks)

A Kiosk is a small shop, which will be located in a residential locality of a town/village. Citizens can walk-in to the Kiosk and can avail the services. An operator would be assisting the citizens. The main idea behind having Kiosks is help citizens in availing the services in a hassle free manner.

There are two categories of Kiosks:

Service Delivery Points (SDPs): The Kiosks, which are located in urban areas, are called SDPs. At present we have 440 SDPs in twin cities and another 250+ in district head quarters.

1. Rural Service Delivery Points (RSDPs): The Kiosks which are located in the rural areas and which will cater to the rural citizens. The RSDPs will have more services customized to the rural people. At present we have more than 790+ RSDPs across the state.

The transaction cycle works as shown below:

Citizen approaches his nearest APOnline franchisee to make payments of his utility bills; he gives his utility bill and cash to the franchisee operator. Operator does the transaction in APOnline site, his balance in the system depletes that much amount, and updates the payment details in client database and APOnline database and the receipt is printed and given it to citizen. On the next working day, APOnline sends the standing instruction to Bank to make the payment to respective department based on the previous day collections.

Benefits to Citizen

- Intensive information regarding the Govt. of AP for the citizens

- Single window of access for services

- Offers Services through Multiple delivery channels for increasing the

Convenience to the citizen

- Faster delivery of services: Through Internet and 1500 kiosks throughout

the state, and takes less than a minute to make a payment.

- 24/7 access to government services

- Access to government officials contacts

- More accountability and transparency in delivering the services

- Receive Khasra, Pahani (Land Records) without visiting the government office, which results in saving time and elimination of corruption

- Pay utility bills from kiosks located in nearby kirana shops

- Flexibility to make multiple services payments at a single click through
citizen portal

- Reminders (for payment dues) for registered services

- Multiple payment mode option for online users

- View results and examination hall tickets

- Provides employment to more than 2000 people through its operating

franchisees

- Secured e-payments

APOnline Statistics:

Transactions

Financial Year	No of Transactions	Amount Collected (in Rs.)	No of Services	No of Centres Added during the year	Total No of Centres
2004-2005	11659	5201423.71	5	527	527
2005-2006	6505132	1898093077	9	129	656
2006-2007	6951202	1878905123	21	157	813
2007-2008	7173823	2086384793	25	73	886
2008-2009	8123686	3449308757	38	182	1068
2009-2010	10949117	4731649366	48	316	1384
2010-2011 (upto aug-10)	6429392	2691809260	55	165	1549

Citizen Services:

1. Electricity Department Services

Payment of electricity bills

2. Water Works department

Payment of water bills

1. Telephone Bill Payments

• Payment of Tata Indicom (land line and mobile)
• Payment of All Private Post Paid Cell phone bills
• BSNL Land Line Bill Payment
• Airtel Broadband Bill Payments
• All DTH Recharges (ALL OPERATORS)
• Reliance Mobile Post Paid Payments
• CellOne Post Paid Mobile Payments
• Idea – (Mobile)
• Vodafone – (Mobile)

1. Municipal Services

• GHMC Property Tax Payments
• GHMC Trade Licence Payments
• GVMC Property Tax Payments
• GVMC Trade Licence Payments
• GVMC Vacant Land Payments
• GVMC Water Tax Payments

1. Civil Supplies Department Services

• Request for New LPG Connections
• Ration Card Mutation Services – Request for Name Corrections in Ration Card (Issuing of Digitally Signed Ration Card after approval)
• Ration Card Mutation Services – Request for Date of Birth Corrections in Ration Card (Issuing of Digitally Signed Ration Card after approval)
• Ration Card Mutation Services – Request for Address Change in Ration Card (Issuing of Digitally Signed Ration Card after approval)
• Ration Card Mutation Services – Request for Duplicate Ration Card (Issuing of Digitally Signed Ration Card after approval)

1. Easy Recharge

• All Mobile Easy Recharges (ALL OPERATORS)
• All DTH Recharges (ALL OPERATORS)

1. Insurance Premium Payments

• ICICI Prudential Insurance Premium Payments
• LIC Insurance Premium Payments
• TATA-AIG Insurance Premium Collections
• SBI Life Insurance Premium Payments

1. Secunderabad Cantonment Board Services

• Water Bill Payment
• Water Connection Application
• Water Tanker Booking
• Regularization of Un Authorized Water Connection
• Sanction of Building Plan
• Property Tax Bill Payment
• Trade Licence Collection
• Still Birth Certificate request
• Non –Availability Certificate request (Birth & Death)
• Death Certificate request
• Birth Certificate request
• Septic Tanker Requisition
• Community Hall Booking

1. Hosting of Examination Hall tickets and Results

All government examination e Hall tickets and results (ex. SSC, Intermediate, EAMCET, DSC, LP CET etc,) are hosted in APOnline.

10. IRCTC Railway Reservation tickets

11. Revenue Services for Rural Areas

• Applying for Nakhals
• Mutation
• AD Survey
• Demarcation of Patta Lands by Surveyor in MRO Office
• Citizen Charter Services (12)

At present the above 4 services are available only Ranga Reddy district.

• Caste Certificate requisitions
• Income Certificate requisition
• Nativity Certificate requisition
• Integrated Certificate

At present the above 4 services are available only in Chittoor District

12. Educational Services (Online Application Submissions for various entrance examinations

• EAMCET
• Ed.CET
• CEEP
• IIIT Admissions

13. Government Recruitment Payments (Seasonal)

• APTRANSCO Recruitment Payments
• APCPDCL Recruitment Payments
• APSWREI (AP Social Welfare Residential Educational Institutions Society) Recruitment Fee Payments
• APSRTC Recruitment Payments (launching shortly)

14. Government Challan Payments

• Hyderabad Police Challan Payments
• Cyberabad Police Challan Payments
• APPSC Challan Payments
• Vijayawada Traffic eChallan Payments (Vijayawada Police)

15. Services to be launched soon

• RTA Services
• MakeMyTrip Services (Flight, Bus & Tour Package Booking)
• APSRTC Services

Websites Hosted with APOnline:

Sl.No	Name of the Department	Website URL
1	IT&C	www.aponline.gov.in
2	Andhra Pradesh Beverages corporation limited	www.apbcl.com
3	Andhra Pradesh Water Sector Improvement Project (APWSIP)	www.apwsipnsp.gov.in
4	Department of School Education	www.dseap.gov.in
5	Secunderabad Cantonment Board	http://scb.aponline.gov.in/
6	NREGA	http://nrega.ap.gov.in
7	Small Savings	http://smallsavings.aponline.gov.in
8	Andhra Pradesh Council of Science & Technology (APCOST)	www.apcost.gov.in
9	Irrigation Department	http://irrigation.aponline.gov.in/
10	NREGA Wage disbursement Portal for Postal Department	http://appost.aponline.gov.in
14	AP Mineral Development Corporation	www.apmdc.gov.in
15	Sports Authority of Andhra Pradesh	www.saap.gov.in
16	Commissioner & Directorate of Municipal Administration	WWW.CDMA.GOV.IN (Designed by APOnline)
17	Software for Assessment of Disabled for Access Rehabilitation and Empowerment (SADAREM)	www.sadarem.gov.in

AP Initiatives in EServices

• Citizen data base- Caste Certificates
• Registration of documents – CARD
• Scholarship -SBMS
• Property Tax payment
• Birth and Death Certificates
• C2G Interface
• eOffice – Transparency
• Driving License
• Vehicle Tax Payment
• eProcurement
• Tax Administration – VAT, CDSC
• Government Orders on Internet
• Portal – Transparency and Information services
• Registration Certificates
• Payment of taxes
• Automated System for Learner License
• Driving license by appointment
• Registration by appointment
• eSEVA – One Stop Citizen Service
• 249 Centres spread over all municipal towns

-Utility Bill payments

-Certificates

-Renewals

-Application filling

-Passport application submission

-Sale of Exam Applications like EAMCET

-Prime Minister Award for 2006-07 for

-Excellence in Administration

ESeva

Objectives of eSeva

• One-stop-shop for citizen services
• Integration of G2C services through single window
• Cost optimization for citizens & government agencies in the delivery of services
• Transparency in delivery of services
• Real time performance monitoring

eSeva –salient features

• 23 Service centres with 200 counters in Hyderabad
• Implemented using the PPP model
• 35 G2C services
• Payment of electricity, water, telephone bills
• Payment of taxes
• Ticket Reservations
• Filing of Passport applications & IT Returns
• Registration of birth/death
• Payment by cash/cheque/credit card
• 3.7 million transactions since launch in August 2001
• Peak transaction level has crossed 40,000 a day

Visit www.esevaonline.com for more details

APOnline

The scope of AP Portal

• Gateway to several web-sites
• Integrated view of the Government
• from the consumer’s view point
• Information Services
• Interactive services
• Citizen to Government
• Business to Government
• Government to Government
• e-Payment Services