You are on page 1of 10

CSI-Nihilent e-Governance Awards 2008-09

Recognizing e-Government Initiatives in India


Project Category
e-SANCHAR

e-Speech Application Through Network for Automated Communication Help And Response

IMPORTANT INSTRUCTIONS (1) Read the Nomination Submission General Guidelines before starting on this nomination submission (2) This document should not be more than 15 pages, (3) Font to be used should be Verdana. Running text in point size 10, single spacing. (4) This is the Cover page, the 2nd page should contain the required contact details and Subsequent pages details on the nominations.

Visit www.csinihilent-egovernanceawards.org Presented By

(E-Speech Application through Network for Automated Communication Help And Response)

Statement of intent stating the reason for nominating the entry for CSI Nihilent e-Governance Awards 2008-09:
<This should not be of more than half page> In the field of ICT, everybody is talking about ICT product to be installed catering to urban citizens first then the rural ones. No body is looking at the rural poor who are deprived, discarded by the society so on and so forth. This project entitled E-SANCHAR (e-Speech Application through Network for Automated Communication Help And Response) is integrating mobile/telephony network with ICT to generate automated voice calls for disseminating timely information to citizens (rural pensioners Oldage, Widow & Handicap pensioner; considered for PoC). This project implemented by the government is concerned about their welfare and show that it cares for them, which enhances the dignity of the target group in the eyes of the local community. Information flow also presents the humane face of administration and helps build trust and faith in government. Voice call does away with the problem of illiteracy which is quite common in this age group & gives a personalized touch of administration.

Page 2 of 10

NOMINATION DETAILS

<This should give a brief background of the District in terms of the development and economic agenda. Not more than one page> The Department of Information Technology & Communication (DoIT&C) initiated a project of integration of mobile telephony with the developed pensioners software being run at Sub Treasuries (ST) for disbursing pensions to eligible old age pensioners, widow pensioners and physically handicapped pensions. The project was to empower such pensioners in the area of rural area with a voice call (to those whose own or reference mobile/land-line numbers have been captured) for intimating them regarding release and sanction of monthly pension. This is an automatic information dissemination (AID) system was also known as Project-AID which was subsequently . Under the present circumstances, the pensioners get to know about the status of his/her pension after considerable delay and that too by personally visiting the office or through some contact person who is able to find out the status of the application. There is no established mechanism to intimate these pensioners about their pensions soon after its sanction / release which gives rise to uncertainty making this socially underprivileged section dependent on non-institutional support for obtaining information regarding the status of this pension application. The existing pilot project seeks to: (a) Provide information to the applicant / contact person approved of by the applicant regarding the status of sanction of pension soon after the pension payment order (PPO) has been issued. (b) Provide information to the applicant / contact person approved of by the applicant soon after the pension amount has been released by the sub treasury to be credited into the bank account / post-office account of the applicant and facilitates transfer into the bank account of the applicants who have volunteered for opening of bank account for receiving pension. (c) The voice call, apart from the above information flow also presents the humane face of administration and helps build up lots of trust and faith in government besides bringing in efficiency and effectiveness in administration through greater transparency, accountability, responsiveness and accessibility. The aforesaid objectives can be met only when the information flows over a mobile platform which has a much larger penetration in rural areas as compared to IT. Moreover, transmission of information as outlined above through voice call does away with the problem of illiteracy which is quite common in this age group as well as in the target population being covered under the pilot project. Keeping the aforesaid ground realities in mind and with a view to meeting the aforesaid objectives, the pilot project by the name of e-SANCHAR (e-Speech Application through Network for Communication, Help and Response) was conceived of by Shri Tanmay kumar, Secretary, IT & C, Government of Rajasthan. Apart from meeting the objectives outbound above e-SANCHAR has the ability to have reality check conducted in a wide variety of other Individual Beneficiary / Group Beneficiary programme and remove any intermediaries between the Government and the targeted beneficiary. Besides, e-SANCHAR can be used as a very effective IEC tool for social messages which are quite common in several Government run schemes / programmes. It would be relevant to mention that the application if up-scaled and implemented through out the State by Page 3 of 10

I)

OVERVIEW

various Government department would help generate a large data base of the deprived section of rural population which can be targeted through other social benefit schemes also.

II) RESULT INDICATORS

<The Result Indicators are primarily the outcomes and key achievements of the project. For the purpose of these Awards the Results are being evaluated on selected attributes listed below. The nominations should address the required information as per attributes below, and if desired important additional information for the purpose of this Award may be given.> 1. Key Performance a. Stakeholder wise services and benefits of ICT/eGov interventions 1. Secretary, IT & C Project Conceptualisation 2. Deptt. of IT & Communication, GoR Project Implementation 3. Treasuries & Accounts Deptt., GoR Facilitator in pension system 4. Social Justice & Empowerment Deptt., GoR Administrative Department 5. District Collector & Administration Data collection from field & support 6. NIC Software module revision b. Implementation coverage (geographical areas covered under pilot, roll-out, next steps, % of total services covered under the lifecycle of projects processes, % of total branches/ departments covered by the project) Under Proof-of-Concept (PoC), the Shahpura Sub-Treasury-Office was chosen as a place where total 3800 rural pensioners spread over the area of 40 Gram-Panchayats, have been registered in considerable numbers. Complete voice calls in three formats (sanction, monthly releases & releases through bank A/c) were generated to all these pensioners and monthly voice calls are also being generated to all registered pensioners whose contact number are available in the data-base. Looking to the successful implementation of the PoC, Government is intending to upscale the project e-sanchar to beneficiaries of the aforementioned pension scheme at 7 divisional head-quarters (shall cater to total 2.5 lacs pensioners) and subsequently across the State (shall cater to total 8.5 lacs pensioners). Side by side, the project shall also get extended to to individual beneficiaries covered under e-SANCHAR by generating voice calls regarding sanction of relief amount to the citizen-beneficiaries through hospital under CM-Relief-Fund. Similarly, the application would also get integrated with another Pilot project involving ration shop wherein the system simultaneously would be able to generate voice calls to prominent citizens (whose contact numbers have already been captured into the computerized system) about availability of commodities (wheat, sugar & kerosene) regarding quantity made available at Fair Price Shops( PDS) at different areas of Jaipur District soon after the allocation order is issued by District Supply Officer.

Page 4 of 10

2. Efficiency improvement a. Time and cost efficiency improvements in the delivering the above set of services. & Time and cost savings for the key stakeholders to avail the above set of services. The existing system has: PPO (only once) is conveyed to pensioners which takes time Bulk money-orders are printed and issued for transfer of pension payment No institutionalized system available with pensioners to confirm status of their application Prevalence of intermediaries who thrives on ignorance & illiteracy of this age group Inability of this age group to frequently commute Possibility of exploiting transaction cost cannot be ruled out Advantages to pensioners in the new system: Timely communication to citizens about their PPOs/payment/releases Brings information delivery at the doorstep of target beneficiaries System removes intermediaries Removal of confusions / anxiety of payment / transaction cost Information flows over a telephone/mobile network which has a much larger penetration in rural areas as compared to IT Advantages to stakeholders: Less number of Money Order to be printed this saves cost and time not only at the level of Treasury office but also at the level of Post Office Less commutation to Treasury Offices by pensioners Administrative Department is able to save cost towards Money Order Commission charges (5% of the pension amount i.e. Rs. 20/- on and average) against which the system is generating voice calls to beneficiaries @ Re. 1/- which is considerably less than the commission charges b. Specific innovative ideas implemented in e-Gov area; best practices implemented Initiatives integrated with other departments The project is simple in nature and yet innovative. This is automatic information dissemination (AID) system

Page 5 of 10

It is harnessing the benefits of the telecom technology in providing information to rural citizens It integrates mobile / telephony network with I.T. for generating voice calls to rural citizens under various beneficiary programmes

III) ENABLER INDICATORS

<The Enabler Indicators are primarily the processes that are implemented to achieve the above mentioned results. For the purpose of these Awards the Enablers are being evaluated on selected attributes listed below. Nominations should address the required information as per attributes below, and if desired important additional information for the purpose of this Award may be given.> 1. Project Roadmap a. Vision defined To provide quick and efficient dissemination of information to citizens through data-base driven automated voice calls. To address deprived citizens and enlighten them that government cares for them. Making SMART government. b. Objectives defined In the field of ICT, everybody is talking about ICT product to be installed catering to urban citizens first then the rural ones. No body is looking at the rural poor who are deprived, discarded by the society so on and so forth. This project entitled E-SANCHAR (e-Speech Application through Network for Automated Communication Help And Response) is integrating mobile/telephony network with ICT to generate automated voice calls for disseminating timely information to citizens (rural pensioners Old age, Widow & Handicap pensioner; considered for PoC). This project implemented by the government is concerned about their welfare and show that it cares for them, which enhances the dignity of the target group in the eyes of the local community. Information flow also presents the humane face of administration and helps build trust and faith in government. Voice call does away with the problem of illiteracy which is quite common in this age group & gives a personalized touch of administration. c. Measurable objectives Voice calls are generated to citizens for various purposes as mentioned below:

Page 6 of 10

d. Project milestones Field visit of DoIT&C was made Meeting held with stakeholders: o Directorate of Treasuries & Accounts o Directorate of Social Justice & Empowerment o District Administration o NIC After general consensus, suitable directions were issued for BPR (business process reengineering) The existing pensioner software was modified Details were captured by field staff through the District Collectorate, Jaipur: o Mobile / land-line contact number (own or reference) o Bank account details, if any (voluntarily by the target group) 2. Process reengineering & legal reforms a. Major front end process changes At Shahpura Site (Sub-Treasury-Office): Development of module for Master & sanction/release data entry Development of module for generating text file containing contact numbers, for uploading Development of module for generating bank advice & cheque Data got entered: i. New PPOs and old/regular PPOs Verification of data Text files for new PPOs & old PPOs were uploaded through broadband internet to central site Bank advice report generation At Central Site: Automatic generation of phone calls based on the uploaded text file Three attempts are made in case of call does not mature Generation of MIS report (s) Page 7 of 10

b. Major back end process changes Basic data capturing form redesigned (OAP-5 PPO Form) Process for depositing pension into bank a/c 3. Project Sustainability a. Financial model (funding pattern, business model, PPP, etc) No funds were provided except for PoC to be done, however, the project is self sustaining project recovering expenses from the commissioning charges of Money Order of pensioners. Cost Benefit Analysis Table (Project viability): No. 1. 2. 3. 4. Head Pensioners Bank A/Cs MO cost saved Expenditure: Voice Call Line rental FMS (monthly) Training (1 time) Support M/power Total Monthly Savings Min. Hardware/SW Pilot 3,800 1200 24,000 Factor 35% @ 20/7 Div. H/Q 2,50,000 87,500 17,50,000

5. 6.

3800 250000 2000 3 x PRI 6000 0 40000 0 100000 0 7 Nos.@20K 140000 5800 536000 18,200 12,40,000 0 10,00,000

b. Technology maintenance DoIT&C has implemented the project and maintaining it also. c. Disaster Recovery Center The central server is kept at State Data Center. d. Project management team (full time department officials/ consultants) Sh. Tanmay Kumar, IAS, Secretary, IT&C Project Leader Sh. Pramod Agrawal, SA/Joint Director, DoIT&C Team Members Sh. Sanjay Karnik, Dy. Manager (System) -- do -Sh. Bhuvneshwer Sharma, Asstt Programmer -- do -4. Change Management a. Change management strategy N/A b. Capacity building plan Training to the local staff of Sub-Treasury-Office so that the staff can use the system and execute it for full utilization. c. Leadership support & visibility Full support was given from top authority to implement the project 5. Project Monitoring a. Monitoring & Evaluation process Weekly monitoring was done at the level of the Secretary, IT&C regarding implementation of the project Page 8 of 10

b. User Feedback, project assessment mechanism Testimonials and written feedbacks from beneficiaries at ground along with views of the District Collector, Jaipur, SDO, Shahpura and Pensioners in video were captured.

c. Third party overall project audit mechanism Two methods were adopted. 1. Since the pensioner has to necessarily come once to the Sub-Treasury for first release and also once every year for physical verification, the details of voice call can be easily verified by the Sub-Treasury Officer. The verification report shall come later on as and when the pensioner visits the sub-treasury office for necessary formalities to be done at the first time. 2. Besides, a team of Sub-Divisional Officer together with DoIT officer would also carry out field visit to cross-check the same for a sample group and also obtain feedback from them.

Page 9 of 10

IV)

CONTACT DETAILS
of the entry nomination authority Sh. Tanmay Kumar, IAS Secretary to the Government Deptt. of Information Technology & Communication (DoIT&C) Ist Floor, Yojana Bhavan, Tilak Marg State: RAJASTHAN

1) Contact details Name : Designation: Department: Contact address: City: JAIPUR

Telephone no. (land line with STD code and mobile), 0141-2222011, FAX no. 0141-2224855 email: tanmay@rajasthan.gov.in 2) Contact details of the official for this entry <This official will be contacted for any communication from CSI for the purpose of this Awards nomination. In case this official is different from the above give details below> Name : Pramod Agrawal Designation: SA/Joint Director Department: Deptt. of Information Technology & Communication (DoIT&C) Contact address: City: JAIPUR Ist Floor, Yojana Bhavan, Tilak Marg State: RAJASTHAN

Telephone no. (land line with STD code and mobile), 0141-2228544, FAX no. 0141-2224855 email: pramodjpr@gmail.com 3) Contact details of the official for this entry <This official will be contacted for any communication from CSI for the purpose of this Awards nomination. In case this official is different from the above give details below> Name : Sanjay Karnik Designation: Dy. Manager (System) Department: RajCOMP/Deptt. of Information Technology & Communication (DoIT&C) Contact address: City: JAIPUR Ist Floor, Yojana Bhavan, Tilak Marg State: RAJASTHAN

Telephone no. (land line with STD code and mobile), 0141-2228701, FAX no. 0141-2224855 email: sjkarnik@gmail.com

---- END OF DOCUMENT ----

Page 10 of 10