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Suresh Anantpurkar

M# 98453-78462

Mobile Governance - Changing the Service Delivery Landscape


Availability of mobile connectivity and penetration of mobile technology in India has opened up significant opportunities for businesses and government entities to improve citizen service delivery. Financial institutes are using mobile technology to provide timely alerts via SMS or out- bound calls to customers of any activity in their account. Similarly most banks have launched mobile banking application which enables banking on the mobile. Education institutes are using mobile to keep parents informed of the progress of their child and other activities in the school. This transition from manual service delivery to mobile service delivery is significant and revolutionary one. Another interesting aspect of mobile technology is the ability to help enable service delivery in the local language (ex. Voice based services, SMS in local language, Mobile application in local language)

S ervice Delivery Paradigm Change

S ervice Delivery Paradigm Change Visit to Govt. office Use of PC / Internet Use of

Visit to Govt. office

Use of PC / Internet

Use of Mobile

Citizens, Business and Govern ment employees (called CITIZENS) avail the

services provided

by the Government but more importantly it is also critical to let citizens k now of their rights and the role of Government i n the society. Manual and IT Enabled servic es have succeeded

in achieving the objective to delivery can bring governance

a certain extent but Mobile based inform ation and service at the fingertips of the CITIZENS.

Mobile Governance – Service Categories

The services can be broadly c ategorized as follows

Information Service (P Push & Pull)


Status of birth certifica te


Status of marriage cer tificate

Re-evaluation of mark -sheet

Status of PF withdraw al request

Status of on PAN card,

Passport, Birth Certificate, Income Certificat e

Notification to Govt. e mployees upon generation of pay slip

Notification to pensio ners upon depositing pension in bank accoun t

Notification to the bid ders on the status of the bids they are partic ipating in

Pull Stakeholders use the mobile for device to query for the status of the service they


Stakeholders use the mobile for

device to query for the status of the service they have applied

Student / Parent queri es the status of the re-evaluation of the mar k-sheets

Citizen queries the sta tus of the birth / marriage / income certifica te by entering the

application id Bidder queries the sta tus of the bid by entering the unique bid id

Govt. employees chec ks the leave balance by entering his / her em ployee id

Govt. employee check s for the status of leave application

Pull Stakeholders use the mobile for device to query for the status of the service they

*MSP – Managed Service Provider (also known as PPP Vendor)

Payment Service

Payment of utility bills

Payment of taxes

Payment of fines

Payment for services etc…)

offered by Government (i.e. driving licens e, birth certificate

Request for a Service • Request for improving road condition in the locality • Request for

Request for a Service

Request for improving road condition in the locality

Request for providing basic amenities in the area

Request to improve ga rbage collection mechanism with ideas from


Application for issuanc e of birth certificate

Application to renew d riving license

Government Employe e – requesting for leave to the authorities

Delivery of Service by Government Authorities

Inspection of road con dition by Government Authorities

Inspection & Reportin g of Garbage collection in the city

Inspection of Land / B usiness Premises for granting certain permiss ions

Inspection of progress of Rural Housing Development Scheme

*MSDG – Mobile Service Delivery G ateway (Mobile Governance Platform) Potential of Mobile Governance Initiative Apart

*MSDG – Mobile Service Delivery G ateway (Mobile Governance Platform)

Potential of Mobile Governance Initiative

Apart from providing conv enience of anytime – anywhere service

delivery, mobile

governance also helps elimi nate the need to have intermediaries fo r information and

service delivery. Each of the

above categories of services if implement ed effectively can

have significant positive impa ct on the quality of life and governance. In order to achieve the obj ective of anytime – anywhere – any mob ile device service

delivery available to all and

more importantly accessible by all, a well t hought out mobile

governance initiative need to be undertaken.

Due to the diverse nature of our society in which people use various ca tegories of mobile

devices having significantly

different usage patterns, language prefer

nces and literacy

levels a mobile governance pl atform to cater to all is that much challengin g.

An effective communication






would include a

downloadable mobile applica tion with various options but the same stra tegy may not work in the semi-urban and rural a reas due to the lack of awareness and willi ngness to use data services and the preference t owards regional language to communicate.

Another factor which plays

an important role in the effective impl ementation is the

common mobile governanc e platform initiative at the state level.




department embarking on the mobile governance initiative of its’ own, state government must look at creating a common platform as a shared service for every department to connect to for providing service to the citizen. A well defined and implemented common / shared platform can result into significant benefits of scale, technology innovation, time-to- market and shared learning. As citizens need to interact with Government at various levels, one of the quickest ways to popularize and create awareness about mobile governance is to enable citizen centric Push information and Pull information services. But, the significant benefits of mobile governance platform can be realized only if Mobile Payment, Citizen Grievance Redressal and G2G services (i.e. Govt. depts. using mobile technology to improve the governance) are implemented by the state. The G2G (Government to Government) services can help bring transparency, accountability and efficiency in the overall governance provided the implementation is focused on capturing the data at the point of origin which otherwise was not possible due to the restrictions imposed by technology and cost. Whereas, the mobile payment services (self and agent assisted) can help save significant amount of citizens time. The Citizen Grievance Redressal system can provide a platform for citizens to voice their concerns and track it to completion using mobile application. Mobile Governance initiative can also help Government create a large number of mini citizen service centers by enabling the local “Kirana” Shops as trusted agents to provide the necessary services to the citizens (mobile phone with an application – ex. Payment of utility bills, request for re-evaluation of marksheet, request for certificates where no additional documentation is required).

Standardization and Framework

Implementation of a common mobile governance platform requires creation of standards and frameworks. The managed services provider and the IT department of the state implementing mobile governance need to work together to create An API standards document for various departments to integrate with the platform for services

Security Guidelines for departments to follow

Data Privacy to be implemented at the platform level

Guidelines for enabling agent based payment

Payment Reconciliation process document for mobile based payment transactions

G2G Services - Mobile Device Security Implementation guidelines

Service on-boarding and Customer Support process

This is an indicative list; various other uses of the platform like use of the platform for marketing and communication, use of the platform for promoting innovation etc… are not discussed here.


Though various state governments have started using mobile to interact with citizen, a comprehensive mobile governance initiative is yet to take place. The benefits a common mobile governance platform offers are immense but realizing those benefits requires careful planning as well as buy-in from all the departments from the state.