A PROJECT REPORT ON E-Governance India

LokMitra Kendra
A SAD PROJECT REPORT

ON
LOKMITRA KENDRA
Supervised By Submitted By
Dr. Neeraj Sharma
Rohit Verma (3042)
(Director UIIT)
Mr. Rajesh Chauhan
(Project Guide)
UNIVERSITY INSTITUTE OF INFORMATION TECHNOLOGY

HIMACHAL PRADESH UNIVERSITY
University Institute Of Information Technology Page 1

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CERTIFICATE
This is to certify that the project entitled “LOKMITRA KENDRA”, aimed at “Project Purpose”
was worked upon by the following individuals under my supervision at UIIT labs in University
Institute of Information Technology.
1.) Rohit Verma (3042) Team Leader

2.) Sunny Kumar (3001)
3.) Prashant Aggrawal (3047)
It is certified that this is a System Analysis and Design project done by the team and has been
submitted for their degree curriculum.
Dr. Neeraj Sharma Mr. Rajesh Chauhan
Director UIIT (System administrator and project guide)

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ACKNOWLEDGEMENT
We are indebted to all those who, helped us in this project. Firstly, we are thankful to Dr. Neeraj
Sharma, Director UIIT, to guide and encourage us to accomplish this project and to give their
valuable time, suggestions and blessings that gave us the motivation to work on this project. We
also thank our project guide Mr. Rajesh Chauhan, System Administrator UIIT, for the framework
and the project scheduling guidelines he has provided and helped us following those for doing
this project. We are also thankful to GNG Group Shimla and DIT (Department Of IT Govt. of
Himachal Pradesh) for providing us the valuable information related to system analysis and
design of LokMitra Project. We thank Mr. Sunil Thakur (VLE Chayli) for providing the team
with the working knowledge of the Project and helping to understand the role of various agencies
and users.

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PREFACE
E-Governance is slowly becoming a buzzword in corridors the power. What actually is e-

governance? Simply stated, use of Information and Communication Technology in the field of
governance may be termed as E-governance. It has radically redefined the way government
provides the service to the citizens, businesses and other arms of government using the following
delivery models
 Government to Citizens (G2C)

 Government to Business (G2B)
 Government to Government (G2G)
 Government to Employees (G2E)
E-governance helps simplify processes and make access to government information easier. The
other anticipated benefits of e-governance include efficiency in service, improvement in service
delivery, standardization of services, better accessibility of services and more transparency and
accountability. It is convenient and cost effective Government also in terms of data storage and
access to stored data.

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ECECUTIVE SUMMERY OF THE PROJECT
In the last two decades, the Government of India (GOI) and many State Governments have
initiated several e-Governance projects many of which have brought about significant changes in
the way the concerned Departments and Agencies had conducted their business in the past. E-
governance initiatives at state, district, block as well as village level are creating channels for
government to citizen-centric services, enable government rural schemes, provides access to
information and enhance its overall governance and service delivery. The e-governance in India
is now moving to next phase of ICT led govt. reforms and PPP is an important enabler to realize
the vision of the transform
IMPLEMENTATION FRAMEWORK
Himachal Pradesh Government
is the driver for policy, regulatory and other relevant changes for implementing the scheme. The
government will also extend its services through CSCs and provide necessary Infrastructure and
other support to the SDA and Private partners.
State Designated Agency
SITEG under the aegis of DIT has been appointed the nodal agency for executing the project in a
PPP mode. It will facilitate e-readiness of the state. Facilitate integration of Government services
into the CSC scheme. The SDA will also facilitate training, capacity building and awareness
about the scheme.

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Service Centre Agency
SCA is the prime driver of CSC implementation and are selected as partners of the government
for implementation of CSC Scheme in the state through a bidding process. The SCA will identify
CSC locations, select Village Level Entrepreneurs, train them, aggregate services and build a
supply chain to facilitate services at the village level.
Village Level Entrepreneur
VLE is the key to the success of the CSC operations. While content and services are important, it
is the VLE’s entrepreneurial ability that would ensure CSC sustainability. A good VLE is
expected to have some financial strength, entrepreneurial ability, strong social commitment as
well as respect within the community. The quality of service at the CSCs would depend a great
deal on the quality of VLEs. Selection and proper training of the VLE, therefore would play a
vital role in making the CSC Scheme a success.
National Level Service Agency
NLSA will provide program management support to DIT and SDA for rolling out the CSC
Scheme. It will also provide strategic inputs to all stakeholders for effectively managing the
scheme. Also it will enable DIT to review the progress of the scheme and to take appropriate
timely correctively measures.
Revenue Support
As partners of the Government the SCAs will be provided revenue support as accepted by the
SDA through a bidding process. This will help make the operations of CSC viable for the SCAs
and hence lead to successful implementation of the scheme.

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ISSUES AND CHALLENGES
The challenge is not about setting up IT Infrastructure or providing access to content and
services to rural villagers. The challenge is to build a sustainable business model that emerges
out of the developmental needs of the rural population of India through:
 focused collaborative efforts of various stakeholders

 a non-exclusive, transparent and professionally managed process
KEY RECOMMENDATION FROM STUDY
The project will be based on an integrated functioning of multiple stakeholders and an efficient
system of management so that the services to the end user are delivered appropriately, accurately
and in the least possible time. There are therefore well defined roles and responsibilities for all
stakeholder linked in this service chain, which will be increasingly better defined with the
operation of the project.

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Basic Process flow for Lok Mitra Kendra

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CONTENTS
INTRODUCTION …………………………………………………………..10
INITIAL IVESTIGATION STUDY …..........................................................13
OBJECTIVES OF THE STUDY ……………………………………………17
NEDD AND SIGNIFICANCE OF THE STUDY ….....................................28
SCOPE OF THE STUDY …………………………………………………...30
TECHNOLOGY USED …………………………………………………….31
H/W & S/W REQUIREMENTS …………………………………………….33
FEASIBILITY OF PROJECT ………………………………………………35
DETAILED DESIGN …………………………………………..…………..41
DFDs OF EXISTING SYSTEM ……………………………………………48
DFDs OF THE PROPOSED SYSTEM …………………………………….51
E-R DIAGRAMS OF EXISTING/NEW SYSTEM ……………………….55
INPUT PROCESS OUTPUT DIAGRAM …………………………………59
FUTURE SCOPE OF THE PROJECT ……………………………………..62
CONCLUSION ……………………………………………………………..63
VARIOUS ANNEXURES …………………………………………………66

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1. INTRODUCTION
India’s enormity, diversity and distinctive cultural fabric have combined to present the country’s
government with unique challenges. How does the world’s largest democracy reach citizens
across geographic, linguistic and administrative lines in a cost effective way? More specifically,
how does the Indian Government provide services to citizens while including them in the
governing process? The answer, most certainly, centers on electronic delivery of services and
citizen interactions with government officials. It is providing government services to remote
villages via Community Service Centers, or interacting with citizens on mobile phones. This is e-
governance, which provides the potential to reach India’s remote villages with government
services and information as never before, and as a by-product, to simplify cumbersome
governmental processes
The Indian Government’s National e-Governance Plan aims, among other things, to “make all
government services accessible to the common man in his locality through common service
delivery outlets.” It was clear at the Conference that the plan has achieved some success through
a number of pilot projects. However, it was also evident that government alone cannot ensure
“efficiency, transparency and reliability of such services at affordable costs.” The private sector
needs to engage in e-governance and play a role in expanding access across India. Thus, as the
following report details, the Conference recommended greater attention to public-private
partnerships, policy reform and infrastructural changes as ways to deliver more efficient and
effective e-governance across India.
1.1) India’s National E-governance Plan
The National Informatics Centre (NIC), a part of the Government of India’s Department of
Information Technology (DIT), was setup in 1977. Its mandate was to develop information
systems for government in the centre and states to assist with planning, monitoring and decision-
making. The mandate also included setting up a nationwide communications network to enable
effective sharing of information among government staff. The NIC was responsible for evolving
standards for data collection, sharing and processing. In the last decade or so, there have been
several important initiatives to leverage ICTs to deliver government services to citizens. The

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initial focus was to use ICTs in small towns or rural areas to enable them to claim their
entitlements—such as government allowances, and subsidies to disadvantaged com.
1.2) Highlights of the National e-Governance Plan (NeGP)
In 2006, India launched its new National e-Governance Plan. It dealt with issues of political
ownership, continuity of authority, resources, scale and scope, and a framework for engagement
with state governments. At the core of the NeGP is the creation of service delivery points or
Common Service Centres (CSCs) within a 2km radius of all citizens across India. The
government is collaborating with several private sector players during the years 2009-1010 to set
up over 100,000 CSCs equipped with appropriate ICTs equipment and connectivity. The goal is
to make all government services available through the CSCs to “ensure efficiency, transparency,
and reliability of such services at affordable cost to meet basic needs”.
When fully implemented, CSCs will provide assisted access to government services including
employment, taxation, registration of companies, pension records, land and property records,
police, courts, municipal services, access to records and services of Gram Panchayats(or village
councils) and many more services.
The State Wide Area Networks (SWAN) and State Data Centres(SDC) complement the CSC’s
delivery infrastructure. SWANs in each state will connect state headquarters to each block
(typically a cluster of 50 villages). SDCs will provide secure storage of government and citizen
data and applications by employing appropriate technologies including those for disaster
recovery and support for remote maintenance and management
1.3) LOKMITRA-KENDRA
The Common Service Centre (CSC) scheme popularly known as Lokmitra Kendra project in
Himachal Pradesh aims to establish 3366 e-Governance centres at Panchayat level in the state.
The scheme, as approved by the Government of India, envisions CSCs as the front-end delivery
points for Government, private and social sector services to rural citizens of India, in an
integrated manner.
The centres are being established under the Public Private Partnership (PPP) mode thus
leveraging the support of various stakeholders such as State Governments, local bodies, opinion

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makers and agencies/ institutions involved or having interest, commercial or otherwise, in rural
areas/ markets.
It is a kiosk based self-sustainable e-governance solution for providing transparent, accountable

and responsive administration for grievance handling, land record management and an eclectic
mixture of essential Services. The model has been showcased as one of the most successful,
popular and influential e-governance solutions. LOKMITRA is a public private partnership
program which gives citizens an opportunity to interact with the government without coming to
any government office. It is an example of a highly cost-efficient, economically self-reliant and
user financed community network.

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2. INITIAL INVESTIGATION STUDY
2.1) METHOD OF DATA COLLECTION:
The data for the study was collected during the summer project period. The research instruments
evolved over a period of time after and initial observation period in which an attempt was made
to understand the various processes operating in the process of governance from the secretariat
levels to the village levels.
2.1.1) On site-Observations : The field visits up to the tahsil and village levels gave insights
into the village level administration.
2.1.2) Review Documents : An attempt was made to identify archival and other sources of data.
It became apparent in due course of time that archival data, particularly with reference to reports,
government orders, minute proceedings was difficult to locate and in case located officials were
not willing to share it. Also, the official documents which team was able to get hold were so
much comprehensive and detailed but in the slightest manner did not reflect the dynamics of
what was on the play on ground.
2.1.3) Interviews : Thus long unstructured interviews and discussions was the only source of
insight into the processes that are operational in reality. Team also tried to participate in certain
meetings of the district officials to gain an insight of how the things functioned, as the otherwise
available reports were very tersely worded, indicating the agenda and result only, rather than the
intermediate dynamics. Information technology departments is in charge of the e-governance
projects which on regular basis are circulated among the departments, but the officials in other
departments very rarely open to these circulars. The engineering departments and technology
related departments are something out of place when it comes to district administration. The
district administration revolves around the departments related to law and order, board of
revenues, and development officers, primary education etc. Thus not a surprise that relationships
between the these functionaries at district level say and District administration is never written
about in contrast to a plethora of literature on relationships between district magistrates and
police. Thus it was most fruitful approach to obtain the various perceptions of various members
in these organizations.

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2.2) RESULTS OF PRELIMINARY STUDY

2.2.1)Bottlenecks/pain points in the current procurement process
 The current procurement process is cumbersome & time consuming.

 There is no uniform process or documentation for procurement by different departments in the
state.
 “Left hand Does not know what the Right hand is doing.”
 Departments are not aware of the suppliers of different goods and services. There is no directory
of suppliers.
 The history of suppliers w.r.t their business profile, experience and credibility. is not available .
 There is no standardization of goods and services being procured by different government
departments.
 Lack of capacity in different departments to carry out procurement process.
 Training in procurement process is lacking.
 There is no proper system for reaching the perspective suppliers. Publicity procedures and
methods are inadequate.
 Terms and conditions are not realistic.
 There is no system to insulate the procurement process from different interferences.
 Lack of transparency.
 Cartel Formation
 There is no process to reject even if found unjustified.
 True competition is lacking in existing procurement process.
 There is no standardized system of inspection and making payment.
 There is no centralized quality assurance agency or mechanism to check quality of procured
goods and services.
2.2.2) NEED
Himachal Pradesh is a State with 55,673 square KMs of area and 68,56,509 population. 90% of
the population lives in rural areas as per Census 2011. The offices of Deputy Commissioner,
Departmental heads are situated at the district headquarters and sub-division or block level
officers/officials are available at sub-div/block headquarters. The geographical terrain is difficult

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and people have to travel long distances in connection with any official work. The topography is
such that travelling is not only time consuming but very expensive too. To overcome this
obstacle and to provide the rural masses with the benefits of Information Technology at their
doorstep CSC scheme was implemented.
 Information , Infrastructure and Services are three essential resources necessary for rural
development.
 Access to information with relevant infrastructure, end to end services allow rural population to
enhance their quality of life.
 Enabling access to a large number of e-governance services like education, health, agriculture
information, social and financial inclusion would leads to a solid foundation for economic
prosperity of rural India.
2.2.3) Methods for improvement
 A committee headed by Chief Secretary and comprising of all HODs of major procuring
departments be constituted to monitor the progress.
 A programme management unit (PMU) comprising of well experienced experts in the field of
technology, HR & change management, procurement, general administration & finance and
contract management be set up.
 At least two officers from each procuring department be given extensive training in some reputed
institute for at least 3-4 months to make them resource persons e-procurement process.
 A committee be constituted for standardization of quality of goods/commodities. The committee
should take into consideration the standardization exercise done by DGS&D, AP & Karnataka.
 HSN (Harmonized system of numbering), SIC (Standard industrial classification), GLN (global
location numbering) systems be studied for Standardization of numbering system for State.
 E-procurement process should be same for whole Government and all procuring departments.
 Criteria for evaluation should be standardized.
 Procurement plan of all the departments should be available on the web site.
 We should have centralized/identified testing labs/institutes for quality assurance.
 Directory of quality assurance labs/institutes should be available on the web.

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 There should be independent agency to draw samples of procured items and get it tested.
 Standardization of evaluation process.
 Timely and online payments.
 SOP (standing operating procedure) should be drawn for procurement procedure/process for all
procuring departments to follow, throughout the state, uniformly

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3. OBJECTIVES OF THE STUDY
3.1) STUDY OF DATABASES
The following table gives the current usage pattern, which includes the proportion of households
using different services, the mean number of visits to access the services and the associated mean
transport costs of attaining those services. The total number of respondents in HP is 999.
Himachal Pradesh is a rich state in terms of horticultural produce, and the percentage of
respondents who have said that they are presently using horticulture-related services (stated as
agriculture related services in Table 2.3) is high. The mean number of visits to procure seeds,
fertilizers and insecticides and pesticides is low as horticultural yields take place many times as a
result of single plantation. Also other shade-bearing crops like ginger etc. that are sown need not
require many visits for crop procurements or nourishment. The mean average transport cost is
high as compared to the number of visits, as the state is hilly and the terrain undulating.
There are less higher secondary and college going children compared to primary and secondary
schools, where the usage is much higher. This is due to the fact that each and every nodal village
has a primary school either within the village or within a radius of 1-2 km from the village. The
mean number of visits is an indication of the number of days of schooling attended. This is very
low for Himachal showing that the absenteeism rate among school children is high. Transport
cost for primary education and secondary education is low, which corroborates the fact that the
schools are situated close by. As is expected, the transport cost for higher secondary education
and college services is high, as these institutions are situated farther away from the villages.
Other most commonest forms of availed services comprises of download of mark sheets and
forms; photocopying; digital photography and ticketing (This is due to the fact that there is
medium migration from Himachal Pradesh to neighboring states like Delhi, Haryana, Punjab).

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Table 3.1: Average number of visits for availing different private services and average
transport cost
Services Valid N % of N Mean Annual Mean

number of Transport Costs
trips
Procurement of agricultural seeds 803 80 3 70
Procurement of agricultural fertilizers 854 85 3 60
Procurement of agricultural
insecticides & pesticides 473 47 4 104
Agricultural inputs - information 5 0 5 55
Agricultural consultancy 5 0 1 813
Marketing facilities to the farmers for

their produce 149 15 7 5902
Primary education classes 316 32 10 4
Secondary education classes 229 23 13 29
Higher Secondary education 157 16 10 103
College 92 9 9 261
Vocational education 8 1 8 98
Basic computer training 7 1 9 70
Tuition – primary school 4 0 17 0

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trips
Tuition – secondary school 5 1 12 27
Tuition – Hr. Sec. school 3 0 20 24
Tuition – College 1 0 12 60
Download of Mark sheets/Admission

forms 29 3 4 57
Prescription for common illnesses

(Fever/Cough/Diarrhoea, etc.) 960 96 7 191
Prescription for pregnancy, infant

issues, child diseases, etc. 42 4 7 256
Prescription for advanced treatment

for TB/malaria/Pneumonia, etc. 10 1 1 44
Prescription for advanced treatment –

for heart diseases/cancer, etc. 8 1 26 22
Medical expenses – on diagnostic

tests (blood reports, BP checking etc) 10 1 1 146
Retail banking services 5 0 11 346
Entertainment - movies 26 3 12 49
Information on Loans and Insurance 3 0 1 6
Non-banking financial services for

loans/credit 3 0 4 78

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trips
All types of application forms 19 2 6 61
Crop insurance (Application and

payments) 1 0 1 11
Internet browsing and email (includes

information search) 9 1 6 3
E-daak 3 0 1 1
Bio data Maker 37 4 3 57
Tickets - Rail/Road/Air 164 16 10 1083
Long distance Telephony through

internet ( ISD ) 60 6 15 43
Photocopying 365 37 2 25
Desk Top Printing (DTP) services 6 1 1 11
Astrology 4 0 1 4
CD burning 3 0 65 0
Digital Photographs 432 43 2 33
Soil Testing 15 2 5 43
Land ownership certificate 61 6 2 67

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The government services which are most availed is the different kinds of certificates,
examination results and the payment of utility bills and taxes. Cost on transport is high for such
services due to non-availability of public mode of transport.
Table 3.2: Average number of visits for availing different government services and average
transport cost
Government Services
No. of trips to Transport cost for one

Services avail service round trip
N Mean N Mean
Certificates available at GP (Birth/ Death

certificate) 65 2 65 3
Certificates available outside GP

(Residency/caste/income/marriage/power
of attorney/unemployment/disability
certificate) 121 2 121 34
Examination results 54 1 54 14
New bus pass 0 0 0 0
Bus pass renewal 0 0 0 0
Application for Voters ID/PAN card 1 2 1 23
Payment of taxes 4 1 4 34
Payment of utility (electricity, telephone,

property tax, water bills) 961 1 961 7

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The purpose of CSCs is to build a model that can build disposable incomes while providing the
world class services at affordable costs. The following tables illustrates the need of the same with
the example from LOKMITRA project : Table 3.3
Estimated Coping Estimated Coping Time

Time Taken
Services Cost of Service Cost of Service Post Taken Pre
Post e-Gov
Pre e-Gov (Rs) e-Gov (Rs) e-Gov
Electricity Bill 20-30 10 3 hrs 15-30 min
Telephone Bill 20 10 2 hrs 15-30 min
Land Record 200-300 10 2-3 days 1 hr
Information About
Govt. Schemes Nil 10 N.A 10-20 min
Result
Downloading N.A 10 N.A 5-10 min
Driving License 300 80-100 15 days 3-4 hrs
License Renewal 200 80-100 7 days 1 hr
Road Tax &

Vehicle
Registration 200-300 10 1-2 days 3-4 hrs
Birth & Death

Certificate 80-100 10 8-10 days 1-2 hrs

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The following Table gives the cumulative percentage of buyers who are willing to buy a
product/service at the best price. Given Himachal Pradesh’s horticultural background, there is an
overall interest in the buying of horticultural procurements and services.
The literacy rate of Himachal Pradesh is more than 64%. This fact is manifested well in the fact
that there is a strong present enrollment in schools and a strong demand for services such as
tuitions and basic Computer Training.
Present demand for medical services is high across all categories of households and there is a
corresponding high willingness to use the services if they are available at the kiosk. As per the
expenditure behaviour, the expenditure on all types of medical treatment put together, is at a high
value of 15% to the total expenditure on household consumption items. The respondents
presently incur most of this expenditure after traveling to nearby cities where only medical
facilities exist. Rural health infrastructure is poor and the resources are scanty. Thus, if the kiosk
is able to provide good telemedicine facilities, it should be a hit amongst the local villagers.
Most private services like download of forms and mark sheets, bio data maker, ticketing, ISD,
photocopying, digital photography, as well as movies are also expected to be in reasonable
demand as CSC services. There is high demand for providing the services related to land records,
ration card, certificates, payment of taxes and grievances also.

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Table 3.4 Total figure for usage, suggested price, mean no. of visits for Himachal Pradesh
Services Usage Suggested Mean Revenue

Price no. of
visits
Agricultural procurements 76.6 5 1.5 581
Agricultural consultancy & marketing facilities

to the farmers for their produce 41.2 15 2.6 1616
Vocational education 16.0 200 1.4 3201
Basic computer training 42.8 450 12.1 19265
All tuitions 36.6 50 12.3 1830
Forms and mark sheets (all downloads) 17.3 7 1.1 131
Tele-medicine 75.6 10 1.0 741
Entertainment - movies 23.9 10 2.3 547
Internet browsing and email (includes

information search) 9.8 7 0.7 47
E-daak 18.8 7 0.4 49
Bio data Maker 28.2 7 0.4 86
Ticketing - Rail/Road/Air 63.3 10 0.8 511
Long distance Telephony through internet (

ISD ) 57.3 1 1.3 74
Photocopying 72.8 0.5 0.9 34
Desk Top Printing (DTP) services 4.4 6 0.7 19

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Price no. of
visits
Astrology 6.7 30 5.8 1174
CD burning including CD cost 6.9 25 0.9 152
Digital Photographs – passport size 66.2 2.5 1.7 277
Digital Photographs – postcard size 65.8 5 0.6 204
Soil Testing 30.3 20 1.7 1014
Land records 66.4 30 1.5 610
Ration cards – issue of new cards/ change of

name/ change of name 70.0 7 2.4 239
Bus pass 8.6 7 1.1 68
Certificates available at GP (Birth/ Death

certificate) 50.7 5 0.7 183
Certificates available outside GP

(Residency/caste/income/marriage/power of
attorney/unemployment/disability
certificate) 78.6 10 1.8 1443
Application for New

passport/renewal/change of name & address 14.4 100 0.3 44
Payment of all bills 46.1 3 5.5 766
Grievances 74.0 10 0.9 642
Annual Total 35548

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Price no. of
visits
Monthly Total 2962
3.3) STUDY OF VARIOUS MODULES
The LOKMITRA (CSC) is a three tier structure:
STATE DESIGNATED AGENCY
• Facilitate e-readiness of the State
• Provide policy, regulatory and other support at State level
• Coordinate, manage & monitor the receipt & utilization of financial support received from the
State Government / Government of India
• Facilitate integration of the existing ICT enabled and other Government Schemes into the CSC
Scheme
• Help identify CSC locations
• Coordinate and facilitate interactions between the SCA and State Government Departments,
District Administration for enabling delivery of Government services through CSCs, in an
integrated manner.
SERVICE CENTRE AGENCY
 The SCA would be the prime driver of the whole CSC eco-system.

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 The SCA would be supported by the NLSA and the respective State Designated Agency (SDA)
to implement the CSC Scheme in their specified areas of operations. This could include activities
such as identifying the required applications and services, harnessing the State Wide Area
Network, identifying, selecting and training the VLE, establishing the CSC (either directly or
through the VLE), supplying, aggregating and updating contents.
VLE (VILLAGE LEVEL ENTREPRENUER)
 The VLE is the key to the success of the CSC operations. While content and services are
important, it is the VLE’s ability that would ensure CSC sustainability.
 A good VLE is expected to have some financial strength, strong social commitment as well as
respect within the community. The quality of service at the CSCs would depend a great deal on
the quality of VLEs.
 Selection and proper training of the VLE, therefore would play a vital role in making the CSC
Scheme a success.
FIG. 3.1) THREE TIER CSC ARCHITECTURE

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4. NEED AND SIGNIFICANCE OF THE STUDY
The purpose of implementing e-governance is to enhance good governance. Good governance is

generally characterized by participation, transparency and accountability. The recent advances in
communication technologies and the Internet provide opportunities to transform the
relationship between governments and citizens in a new way, thus contributing to the
achievement of good governance goals. The use of information technology can increase the
broad involvement of citizens in the process of governance at all levels by providing the
possibility of online discussion groups and by enhancing the rapid development and
effectiveness of pressure groups. Advantages for the government involve that the government
may provide better service in terms of time, making governance more efficient and more
effective. In addition, the transaction costs can be lowered and government services become
more accessible
SIGNIFICANCE OF THE STUDY
With the sole mission of bringing district administration closer to the common people thus
offering efficient and effective services, E-governance is evolved with the following objectives.
 To provide a friendly, affordable, speedier and efficient interface between the government and
the public.
 To ensure greater transparency, efficiency, objectivity, accountability and speed that can help
tackle most of the maladies of the government by providing efficient services to the public.
 To provide responsive and transparent services to the citizens of the state.
 To provide cost effective service and at the same time improving the quality of service.
 To provide a single window for government services at district level.
 Extending the benefits of ICT by creating awareness in areas of e-administration, e-education, e-
health etc.
 Facilitating the growth of Internet Service Providers (ISPs) throughout the district and especially
in remote areas. Streamlining the functioning of Collectorate Office by reducing the response

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time and improving the efficiency and productivity of manpower in handling public grievances
through internet and increasing their accountability to people.

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5. SCOPE OF THE STUDY
Scope means defining the specific boundaries, or extent, of the project up-to which the study has
been made.
Scope of the Project
 To connect all the Tehsils/ Sub Tehsils/ Sub Divisions/ Blocks/

 District Headquarters with State Headquarter
 Project Start Date: February 2, 2007
 Commissioning Date: May 26, 2008
 Operation Period: 5 years, i.e. up to May 25, 2013
 One CSC to service a cluster of 6 villages – 6,00,000 villages networked
 CSCs enabled with appropriate IT Infrastructure and Connectivity
 Scheme to be implemented in a PPP Framework
 Focus on Rural Entrepreneurship & Market Mechanisms
 Focus on Private Sector services for quick sustainability
 CSCs to be positioned as the retail extension outlets in rural India.
 No Capital Subsidy but Guaranteed Revenue Support from State/Centre about the
Scheme.
 The task is to integrate the commercial goals of private sector with the larger
development goals of the State as well as Nation.
 Hence, the Scheme is being deliberately positioned as a multi-dimensional
Initiative:
– Not just e-governance; Not just information; Not just digital services…
– But all that and more based on the Community needs
 The Scheme is not about rolling out IT Kiosks but building rural businesses
– linking rural Himachal to a basket of information, goods and services through
end-to-end demonstrable models.

LokMitra Kendra
6. TECHNOLOGY USED
6.1) Core Infrastructure
6.1.1) HIMSWAN
Himachal State Wide Area Network or HIMSWAN is the core infrastructure project under NeGP
that intends to support various e-Governance initiatives in Himachal Pradesh by providing
connectivity to Government Offices and Integrated Community Service Centres at State, District,
Sub-Divisional, Tehsil and Block headquarters in the state. By implementing HIMSWAN, the
State Government aims to modernize the communication infrastructure in the state so as to
provide consistent network for G2C, G2E, G2B and G2G interfaces.
M/s Hewlett Packard India Sales Pvt. Ltd. has been appointed as the SWAN Operator for
supplying, installing, operating and maintaining the network for 5 years. The State Government
through its agency Society for Promotion of IT and e-Governance (SITEG) endeavors at
facilitating implementation and provide horizontal connectivity to various Government
Departments.
The HIMSWAN project has been divided into two phases _ HIMSWAN-I and HIMSWAN II.
Under the HIMSWAN-I, a Local Area Network with 600 nodes has been established in HP
Secretariat. The budget spent for the first phase is Rs.1.55 crores. The network has been
functioning smoothly and Referencing Monitoring System has been implemented on this
network. The network has also been connected to Internet.
The HIMSWAN-II project proposal has been approved by the Ministry of IT, Govt. of India.
MIT GoI has sanctioned Rs 50 crores and released first installment of Rs 10 Crores. In this
project HP Secretariat, Departments, District, Sub-divisional and tehsil offices will be linked with
one another for immediate availability of data for queries and reports.
Various applications which are being run over HIMSWAN include Online HRTC Bus
Reservation, SUGAM (Integrated Community Service Centre) bills payment, e-Registration for
Electoral rolls, Factory database for labour and employment, HP Public Service Commission,

LokMitra Kendra
Online registration for HP Judicial Services Examination, Court Case Monitoring Software for
Divisional Commissioner office, Weekly prices of essential commodities and many more.
By bringing Government departments closer to the masses, quick grievance redressal, facilitating
expert advice to farmers and villagers, facilitating various applications like E-mail, file transfer,
broadcast and data communication, extensive video and tele-conferencing facilities, intranets,
electronic data interchange services, value added networks etc. , SWAN proposes to benefit all
segments of the society.
6.1.2) State Data Centre
In order to consolidate the G2G, G2B and G2C services, the State Data Centre project has been
proposed under NeGP. These services can be rendered by the States through common delivery
platform seamlessly supported by core Connectivity Infrastructure such as State Wide Area
Network (SWAN) and Common Service Centre (CSC) connectivity extended up to village level.
In the case of Himachal Pradesh, the RFP of the project is under review and finalization by
DIT/State. The whole project is expected to be completed by Sept-Oct 2011.
6.1.3) State Portal and SSDG
Under NeGP, the Government desires to create an integrated information infrastructure that will
expand, integrate and enhance the utility and reach of the services provided by the Government
by utilizing the network of the Common Service Centres. In order to provide single interface for
all the G2C services, the State Portal (SP) along with State Service Delivery Gateway (SSDG)
are being developed in the Himachal Pradesh.
The State Portal of the Himachal Pradesh has been developed by the State NIC unit. It captures
and provides comprehensive information about the state, State Government and its respective
Departments. One can also avail many e-services through the portal that includes RTI Search,
Online bill submission, downloadable forms for Birth certificate, Ration Cards, Vehicle
registration etc., and links for schemes like Lok Mitra and AGMARKNET etc.
Currently, the SP and SSDG project is in its implementation stage. Detailed Project Report for
the implementation of the e-forms on state portal and SSDG project has been approved. KPMG
has been chosen as consultant for the implementation of the project in the state.

LokMitra Kendra
7. H/W & S/W REQUIREMENTS
First of all, computer kiosks are either set up in every panchayat or the existing cyber cafes
computer training centres are co-opted into the system. These are designated as ‘Lokitra
Kendras’ and are equipped with computers, Printers, UPS and generators if required. These
centres are registered with the District Administration for a fee. From these Kendra’s any citizen
can file a complaint on payment of a nominal Charge of Rs 10 for every complaint. The Kendra
assists the people in accessing the Lokmitra site and typing his complaint. Later on, it also helps
the complainant in tracking his complaint and in following it up. A fee of Rs 5 is charged for
follow ups. The Kendra is trained in the use of Lokmitra software by SCA. While the Lokmitra
can be accessed from anywhere, it is necessary to log on from a kiosk to register a complaint.
There are two kinds of costs involved in the project the capital cost and recurring expenditure.
The Government just needs to make the capital investment, while the recurring expenditure will
be met by the registration and service charges collected. Since the backbone of the project is
Internet and the density of Lokmitra Centres plays an important role. The private participation
not only reduced the burden on the State Government, but also facilitated faster expansion of the
project. The management, operations, expansion & technical up-gradation of the project &
Lokvani Hub will be done by the SCAs, which will collect funds through registration and
revenue sharing for the services being provided through Lokmitra Centre. Lokmitra is hosted on
internet using SQL Server as back end database and ASP is used for writing application. Any
client connected to Internet can access Lokmitra using browser if he has proper authorization.
Lokmitra is a service delivery project and utilizes the service oriented architecture like single
windows access to multiple services, use of local language, quality of service, improvement in
speed of delivery, the ease of use etc. The communication software used in the project has been
developed by NIC in Hindi. Lokmitra project requirement can be categorized into three parts:
(1) Infrastructure for stetting up Lokmitra hub and Information kiosk, which will be provided by
the District Administration.
(2) Local Area Networking (LAN) connecting the Lokmitra HUB, NIC District Centre and the
Sections of the collectorate that are offering Services through Lokmitra Project.

LokMitra Kendra
(3) Computer Hardware & Software, that is necessary for the Lokvani Hub and different sections
of the collectorate.
Hardware & software components:
Computer hardware, software & LAN require specific components which are mentioned below:
(a) Server (Intel Pentium Xeon based)
(b) Information Kiosk
(c) Clients(Intel Pentium IV Based)
(d) Printers Laser.
(e) Printers DMP
(f) UPS for Server & Networking
(g) Components (Online)
(h) UPS for Clients
(i) Software (System Software & Databases)
(j) Networking (Active & Passive Components for LAN)
(k) Touch Screen Kiosks
(l) 11 IVRS Card / Software

LokMitra Kendra
8. FEASIBILITY STUDY OF PROJECT
Before rolling out a project of this large dimension a feasibility study is conducted in order to
find out that where should be the CSC located, what are the service that could be offered and
most importantly what cost should be offered so that the project remain a viable business entity.
The report of this study was intended to provide the initial directions and guidelines pertaining to
establishment and operations of CSC. The feasibility of the system can be measured in 4
different ways as listed below
 Operational feasibility
 Technical feasibility
 Economic feasibility
 Scheduling feasibility
8.1) Operational Feasibility
Operational feasibility means that a proposed system will be used effectively after it has been
developed. If users have difficulty with a new system, it will not produce the expected benefits.
Operational feasibility depends on several vital issues. Following questions were considered
during operational feasibility:
•Does management support the project? Do users support the project? Is the cur-rent system well
liked and effectively used? Do users see the need for change?
•Will the new system result in a workforce reduction? If so, what will happen to affected
employees?
•Will the new system require training for users? If so, is the company prepared to provide the
necessary resources for training current employees?
•Will users be involved in planning the new system right from the start?
•Will customers experience adverse effects in any way, either temporarily or permanently?
•Do legal or ethical issues need to be considered?

LokMitra Kendra
Evaluation of operational Feasibility
 Since the e-governance is the need of the hour therefore the project is supported by the
users as well as the management.
 The common services centers will provide huge opportunity of jobs for the educated
people.
 The users of the previous system will experience no kind of adverse effects.
Thus in every sense the LokMitra project is fully operational in nature
8.2 ) Technical feasibility
Technical feasibility refers to the technical resources needed to develop, purchase, install,
or operate the system. When assessing technical feasibility, team considered the
following points:
 Does the necessary hardware, software, and network resources are available? If not, can
those resources be acquired without difficulty?
 Does the company have the needed technical expertise? If not, can it be acquired?
 Does the proposed platform have sufficient capacity for future needs? If not, can it be
expanded?
 Will the hardware and software environment be reliable? Will it interface properly with
external systems operated by customers and suppliers?
 Will the combination of hardware and software supply adequate performance? Do clear
expectations and performance specifications exist?
 Will the system be able to handle future transaction volume and CSCs growth.
Evaluation of technical feasibility
The required technical resource are hardware such as Server (Intel Pentium Xeon Printers Laser,
Printers DMP, UPS for Server & Networking based) Information Kiosk Clients(Intel Pentium IV
Based). Most of them are already available and can be purchased to setup the centers

LokMitra Kendra
Also the software required are the system software, databases, LAN and web-portals. If they are
not available, they can be developed in-house.
The technical evaluation shows that it would be technically feasible to develop the system.
8.3) Economic Feasibility
Economic feasibility means that the projected benefits of the proposed system outweigh the
estimated costs usually considered the total cost of ownership(TCO), which includes ongoing
support and maintenance costs, as well as acquisition costs. To determine TCO, the team
estimated costs in each of the following areas:
•People, including IT staff and users
•Hardware and equipment
•Software, including in-house development as well as purchases from vendors
•Formal and informal training
•Licenses and fees
•Consulting expenses
•Facility costs
•The estimated cost of not developing the system or postponing the project.
Evaluation of Economic Feasibility
Project hardware set-up Cost for Lokmitra Centre:
(a) Computer: 5 * 40,000 = 2, 00,000
(b) Printer: 2 * 25,000 = 50,000
(c) Hardware Online UPS: 1 * 1, 00,000= 1, 00,000
(d) Lokmitra Software: 75, 000

LokMitra Kendra
(e) Other software applications: 25,000
(f) Networking Hub and LAN Cabling: 20,000
(g) Civil Work: 30,000
(h) Electrical work: 20,000
Other Costs:
(1) Operators Salary: 5 * 2,000 = 10,000
(2) Administrator Salary: 1 * 8,000 = 8,000
(3) Peon salary: 2 * 1,000 = 2,000
(4) Stationery for printing: 1,500
(5) Printer toner refilling: 5,000
(6) Other stationery: 2,000
Recurring monthly income:
(a) Grievances 100*240=24,000
(b) Arms 300 * 40=12,000
(c) Land Records 300 * 40=12,000
(d) Tenders 200 * 40=8,000
(e) Certificates 120 * 40=4,800
(f) Miscellaneous 200 * 40=8,000
Estimated Income of Lokmitra centre:
(a) Government grants: 15, 00, 000
(b) MP/MLA / Contingencies: 10, 00, 000

LokMitra Kendra
(c) Kiosk Agreements: (100X1000): 100,000
Cost for setting up new kiosk at Village Panchayat level with one time investment:
(1) Computer- Rs 30, 000
(2) Printer - Rs 10, 000
(3) UPS Rs- 5, 000
(4) Generator - Rs. 25, 000
(5) Solar power support cost - variable
(6) VSAT Cost - variable
Recurring (per month) on a Kiosk
(1) Rent off shop : 500
(2) Electricity/water/maintenance expenditure: 1000
(3) Internet expenses: 500
(4) Stationary & other consumable items: 500
Monthly Estimated Income of Kiosks from Lomitra Services:
(1) Grievance redressal: 300*10 = 3000
(2) Arms Licences: 300*5 = 1, 500
(3) Land Records: 150*10 = 1, 500
(4) Tenders: 50* 20 = 1, 000
(5) Certificates: 60*10 = 600
(6) Miscellaneous = 2, 000
Total =9, 600

LokMitra Kendra
Income from Other Service
(a) Digital photography: 1,000
(b) Net Surfing: 1,000
(c) Computer typing: 1,000
Total =3,000
Monthly Net Income of Kiosks:
= 9600 +3000= 12, 600 INR
Monthly Saving of Kiosks
Saving = Net income-Recurring Expenditure
= 12, 600-2500= 10, 100 INR
Since the projected benefits are greater than TCO therefore the project is economically feasible
8.4) CONCLUSION
The LokMitra Project is feasible and we can proceed to next level of development that is the
System Design

LokMitra Kendra
9. DETAILED DESIGN
9.1) BASIC BUILDING BLOCK OF PROPOSED LOK-MITRA MODEL
The proposed E-Governance model for LOK-MITRA covers all important aspect of E
Governance in a single model. There are four Basic Building Blocks of proposed E Governance
Model. The lowest block is the Administration Block, which regulates the overall function of any
country through efficient government.
The overall regulation of government bodies may be carried out by using appropriate Technical
know -how. The Technical know -how block includes computerization of manual processes,
commonly agreed technological standard, Database related applications and easy access of
information. The third block is Service Block, which includes all available operations of the E
Governance. It provides an interface be-tween user and government system. The upper block is
Stakeholder Block, which has various categories of users working with the system. The user
categories may be a Citizen, Business organization or any Government organization.
9.1.1) Module 1: Administration
Administration is a way of management of any working system supervised by an administrator.

In any democratic system the administration may be governed by a structured body name as
government. The term Governance is basically the responsibility of a Government which
includes each and every processes performed by the government body. The main activity of the
government is to control the working of different departments for example Finance, Health,
Education, Agriculture, Employment etc. All these activities are now maintained efficiently by
using ICT. The transformation of the working from conventional methods to modern methods of
Information Technology (IT) is now known as E-Government. The use of ICT in government
activities have given a new idea of governance knows as E Governance.
9.1.1.1) Salient features of the proposed model
 The purpose of E-Governance is to establishing good governance and have seamless

coordination between government authorities, public and business parties. The utilization of ICT
may join all three different sectors and support development and management. Therefore,
following are the salient features of the proposed model.

LokMitra Kendra
 To provide proper information and awareness to the citizen about the political practices and
choices available.
 To provide online services and active participation for different citizen services.
 To utilize ICT in government functions, that provides quick and well-organized communication
with the people, business and other agencies.
 To provide better decision-making through greater decentralization of governance. The proposed
model is based on ICT, which may reform organizational structures in both centralized as well as
decentralized manner. These approaches of E-Government have their own set of advantages and
disadvantages.
9.1.1.2) Centralized Model
Centralize government initiatives are favorable as portals and services to reduce cost and
integration issues. Centralize government initiatives may share technical, financial and human
resources. A Single portal access is very useful for any end user because all the information may
be centrally available here. There are following features of Centralized E-Governance model.
All government process based on ICTs are centralized in one organizational unit.
Generally limited Infrastructural and set up costs but less effective.
Centralized E Governance models have a single interface for its different users and these models
could be easily enforced.
9.1.1.3) Decentralized Model
Decentralized model is required at lower level so that various projects can be handled separately
from initiation to execution .There are following features of Decentralized E-Governance model.
All government functions could be distributed among various divisions or organizations.
Generally has a high coordination cost.

LokMitra Kendra
State level Model of E Governance
The State level model is based on the combination of both centralized and decentralized
approaches. In State level, State government becomes the main coordinator of the project and
lower government offices with their departments become the partners of that project.
 Certain important decisions are jointly made and then standardized across the various
levels.
 Responsibilities as well as capabilities are decentralized at different government
departments/levels, with infrastructure and output sharing across the State as a system.
 Generally, high E Governance set up costs but more responsive to stakeholder needs.
Higher level committees are formed to manage various Government activities. These
committees have authority to control the functioning of large area.
Intradepartmental or horizontal and vertical collaborations are very essential for success of any E
Governance project. It is very necessary to perform governance functions, share information and
deliver services to all stakeholders. These collaborations depend on issues like what are the
different types of intra- department collaborations exist in E-Governance and why intra-
department collaborations are important.

LokMitra Kendra
VERTICAL PORTAL : A centralized G2C portal provides services to all central, state and local
governments.
HORIZONTAL PORTAL : Portals of a particular govt. agency works only for a single level.
FIG 9.1 Horizontal and vertical interconnection for e-governance
Central Government
Horizontal Portals
State Government
Vertical Portals
Horizontal Portals
Vertical Portals
Local government
Horizontal Portals

LokMitra Kendra
9.1.2) Module 2: Technical Know How
For E Governance, there are many applications need to be automated. Various departments seek
computerization and other technological transformation of their working strategies. Now it is
necessary to conceptualize the whole approach and develop a standard framework and protocols
for the regulation of all E Governance activities. The proposed Model uses Data Mining and
Data Warehousing for improving the service performance of the E Governance system.
9.1.3) Module 3 : Service Block
In the service block, services of E-Governance as end results are provides to the citizens for
betterment of their lives. It also provides an interface so that a common citizen may participate in
decision making processes. The Service Block also helpful to simplify complex government
process in which too many offices and manpower required. The final center of attention will be
on efficient and well-organized delivery of government services. The commonly used services
are information access, making payments, submitting complaints and downloading forms for
some purpose.
9.1.4) Module 4 : Stakeholder Block
Stakeholder is an individual person, group of persons or a community having common area of

interest and commonly affected by any system. Here E-Governances has a wide range of
stakeholders. The main groups are identified in 3 parts.
9.1.4.1) Citizen
Citizen is associated with the E Governance by using Government to Citizen (G2C) interface.
Government to Citizen(G2C) interface is an online interaction between government and private
individuals.

LokMitra Kendra
9.1.4.2) Business
Business is associated with the E Governance by using Government to Business (G2B) interface.
Government to Business(G2B) interface is important because various trades and business related
transactions are required by the government for the regulatory purpose.
9.1.4.3) Government
Various governments departments are associated with one other by the means of E-Governance
by using Government to Government (G2G) interface. It provides online interaction of different
levels of government. The objective of G2G is to build new relationships between different
departments of government. These relationships help collaboration between levels of
government, and reform state and local governments to convey better services to the citizen.
The diagram in the next page shows the data mining in different departments by using distributed
system

LokMitra Kendra
FIG 9.2 Knowledge sharing in different Areas
G2C G2C G2C G2C G2C
Interface Interface Interface Interface Interface
Citizen Lesson Expert E-Governance Government DSS for

Support Learnt Collaboration
Database Process Government
Solution
Intelligent Search & Data Mining
Document
Management System Information Warehouse
Collect & Organize
Regulatory Development Social & Welfare
Departments Departments Departments

LokMitra Kendra
10. DFDs OF EXISTING AND PROPOSED SYSTEM
10.1) Traditional System (Manual)
Fig 10.1) 0-Level DFD
Service request
Service
Customer Process Service Provider
Service generation
Two main entities in manual system are Customer (source) and Service Provider (destination).
The manual system is direct in which source request for service and destination provides the
resources through some mechanism called as process.

LokMitra Kendra
Request
Service
Customer
Details
Acknowledgement
Payment
Private Sector
Government
Offices
Edit
Information
Customer &
Billing Details

LokMitra Kendra
Fig 10.3) DFD (Electricity Bill Payment)
Bill
Generation Electricity
Customer Board
Request Deposit Bill
Payment
Generate Bill
Amount Status
Updation
Bill Details

LokMitra Kendra
10.2) New Computerised System
Request
Customer Service VLE
Process
Acknowledgement Service Generation

LokMitra Kendra
Service Request
Payment
Customer VLE
Acknowledgment
Deposit
Working
Service Revenue
Report Capital
Portal Share
Generation
Update
Monitoring
Edit
Service
Information
Centre Agency
Revenue Revenue
Services
Government Private
Sector Sector
Information Information
Retrival Retrival
Customer information Customer services

LokMitra Kendra
Fig 10.6) DFD : Electricity Bill Payment ( G2C Services )
Deposit Bill
Generate VLE
Customer
Receipt
Deposit
Payment
Service
Portal Revenue
Share Working
Billing Capital
Process
Service
Update
Centre Agency
Access
Details
Deposit
DIT Report & Amount
Revenue
Electricity
Board
Customer &
Bill Details

LokMitra Kendra
Fig 10.7) DFD : Mobile Recharge ( B2C Services )
Recharge Request
Customer Confirmation VLE
Payment
Deposit
Service
Portal
Revenue
Share Working
Recharge
capital
Details Update
SCA
Bill Information
& Payment
Revenue
Telecom
Companies

LokMitra Kendra
11. E-R DIAGRAMS SHOWING PREVIOUS AND PRESENT SYSTEM
Fig 11.1) E-R Diagram (Traditional System)
Name Address Information Interaction
Customer gets Service
1 1
Domicile
Transaction

LokMitra Kendra
Fig 11.2) E-R Diagram (Electricity Bill Payment)
Bill No. Name Address
Customer’s Electricity
Bill
Bills
Board
Deposit
m 1
Address Amount Collection

Employees
Counters

LokMitra Kendra
Fig 11.3) E-R Diagram (Present System)
Name Address
Name Counter Address
Id.
Customers Gets VLE

m 1
service
m
Domicile Monitoring
SCA
Government 1 Private
Link
Agencies m m Agencies

LokMitra Kendra
Fig 11.4) E-R Diagram (Electricity Bill Payment)
Counter
K. No. Acc. No.
Name Id. Address
Customer’s Bill Deposit VLE

m 1
Monitoring
Name Amount
1
SCA
1
Get
Information
DIT Servers
Customer Details Bill details

LokMitra Kendra
12. INPUT PROCESS OUTPUT DIAGRAMS (IPO)
AN IPO diagram is graphical representation of the various input, output and process activities.
The IPO diagram is a visual representation of a process or activity. It lists input variables and
output characteristics. A detail diagram is a low-level IPO chart that shows how specific input
and output data elements or data structures are linked to specific processes. In effect, the
designer integrates a system flowchart into the overview diagram to show the flow of data and
control through the module. Why use it? It is useful in defining a process and recognizing the
input variables and responses or outputs.
The IPO diagrams for various service provided by the Lokmitra Kendra are shown below
Fig 12.1) IRCTC (Indian railway Catering Tourism Corporation Ltd) online ticket booking :
STATE
WEB
PORTAL
ITCTC
payment PAYMENT
WEB
GATEWAY
CSC
POR-
BANKS/MA-
TAL
STER/VISA
SCA ONLINE
TRANSACTION
PORTAL

LokMitra Kendra
Fig 12.2) The transactions process for BSNL bill payment through CSC is explained above

LokMitra Kendra
RESIDENT Inform: call/sms

RESIDENT
BANK ACC.
Authorize Debit
INTERPORT- Withdrawal request Cash

UIDAI ABLE
Authenticate
SWITCH
Forward Switch Credit
BC’S BANK BC WITH MICRO ATM

ACC.
Adhar number
Transaction Information , biometrics
Fig 12.3) Cash transaction Framework

LokMitra Kendra
13. FUTURE SCOPE
Future research should be done across all Kendras in order to understand their implementation
challenges and bottlenecks. There should also be attempt to study the emerging business models
and see if it can be replicated in other Kendras. The LokMitra project in Himachal Pradesh
should also be compared with other similar CSCs projects across the India in order to adopt the
best practices. The success of this endeavor would not only depend upon providing connectivity
and premises for the centers or G2C services but would also require a change in the mindset of
the people associated with the project. There are also some cases when the SCAs are exiting the
states saying that project is not feasible there. Therefore the successful implementation of the
project it is very necessary to have full details about the background of the SCAs.
Development of content and services would be a continuous process. Availability of local online
content would be an area that would impact the CSC revenues. To surpass this problem it is
essential to develop a de-centralized model of aggregating content providers across various
regions and languages and excite them to invest in vernacular content that could be used in the
CSC. Applications/training should also be provided to the VLE to enable local content
development. Such a strategy would ensure a rapid scale up of local content building for rural
India. For example, MSN India, Yahoo India, Google India, Sify, Rediff, as well as local portals
like Web Duniya, etc. would be willing to develop local and regional content and service
applications for the CSCs. Existing local portals in regional languages should be assembled by
the SCA on a local SCA portal and offered to the CSC. If local portals see value in such a service
being offered through the CSC, they may push investments in betterment of content and
applications.
In spite of some reservations and potential negative implications of implementing and designing
e-governance, including disintermediation of the government and citizens, impacts on economic,
social and political factors, vulnerability to cyber-attacks and disturbance to the status quo in
these areas, e-governance can radically change the face of governance, especially in big country
like India and provide its citizens, an interface to get better and more efficient government
services

LokMitra Kendra
14. CONCLUSION
Institutions, which are the mechanisms of actualizing both democracy and development, need
drastic reforms at all the levels of the governance. Good Governance cannot be achieved in
isolation, all the players have to unanimously strive towards a common goal in order to initiate
change. There is no dearth of serious concerns, debates and proposals about various reforms,
from parliament to judiciary, the executive and local governance, but implementation machinery
of ours performs not up to the potential and that is where our constructs get really blurred. If we
need some significant changes to be visible, we need to spend resources, and strengthen the
implementing machinery, creating feedback loops through ordinary citizens and be responsive to
their concerns. Governance systems should follow a cyclical mechanism rather than the top to
down enforcement which we have seen for ages.
In order to bring change aspirations need to circulate through all the channels and make their
presence felt, on the other hand the state should be responsive to the aspirations. The electronic
governance systems are a small tool in the process which will certainly improve this
communication grid. We need to invest our resources, energy on these tools also to achieve the
larger objective. The projects like LokMitra should be promoted to a large extent up so that those
who are alienated from the mainstream processes can at least assert their needs and aspirations. It
is necessary to have a dialogue in a democracy and effective channels of communication are a
must for the success of a democracy. Internet has evolved as a strong medium for the same, we
need to integrate it with our governance processes and public delivery mechanisms for an
effective administration.
The CSC is a great effort by government of India in making government services more
accessible and introducing transparency in the entire system. However it has been observed that
most e-governance suffer delay and encounter failure as the implementation agencies lack
guidance in the area of planning and implementation of e-government projects. The investment
in the e-governance project tend to produce below par results in the absence of the standard
methods also. It is therefore critical to have suitable policies, guidelines and specifications well

LokMitra Kendra
laid out to overcome the problems associated with planning and implementation of e-government
project.
At the same time the Kendras are being rolled out connectivity options should be provided to
them because in this project the basic service delivery requires internet connectivity.
It was seen in our study that with the SCAs that those who have made complete initial
investment without letting the VLE to take loan from the bank have been more successful in
making the Kendras more sustainable.
In our study came out that the different SCAs are following different methods for the
sustainability of the project. Therefore it is suggested that effort should be made to share the
knowledge among the various agencies in order to make the project more successful.
For success of an e-governance project and superior service delivery, it is imperative that the
government agencies focus on whole citizen experience. Focusing on the citizen is essential for
long term success. The govt. agencies need to integrate information from all points of citizen
interaction. The overall architecture for e-Governance needs to ensure that the architecture
components are extensible and scalable to adapt to the changing environments. The real
challenges are how to develop and sustain successful e-governance projects and deliver state of
the art e-services to citizens. Unfortunately it‘s not as easy as adding “e” in front of your service
delivery mechanism. Successful e-governance initiatives can never be taken in haste. Particularly
for the democratic nation of the billion people like India, e-Governance should enable seamless
access to information and seamless flow of information across the state and central government
in the federal setup. No country has so far implemented an e-governance system for one billion
people.
Some of the requirements for implementing successful e-governance across the state are
 E-Governance framework across the nation with enough bandwidth to service a

population of sixty five lacks.
 Connectivity framework for making the services reaches rural areas of the state or
development of alternative means of services such as e-governance kiosks in all region
languages.

LokMitra Kendra
 State Citizen Database which is the primary unit of data for all governance vertical and
horizontal applications across the state and central governments.
 E-governance and interoperability standards for the exchange of secure information with
non-repudiation, across the state and central government departments seamlessly.
 A secure delivery framework by means of virtual private network connecting across the
state and central government departments.
 Datacenters in centre and states to handle the departmental workflow automation,
collaboration, interaction, exchange of information with authentication.
Only with an honest effort and involvement from all the stakeholders of the project will the
LokMitra initiative be able to achieve what it had set out to do – to develop a platform that can
enable the government, social and private sector organizations to integrate their commercial and
social goals for the benefits of the benefits of the rural population in the remotest corners of the
state through a combination of IT as well no IT services.

LokMitra Kendra
15. VARIOUS ANNEXURES
List Of Tables
Table 3.1 Average number of visits for availing different private services and average
transport cost
Table 3.2 Average number of visits for availing different government services and
average transport cost
Table 3.3 Comparison between pre e-government and post e-government.
Table 3.4 Total figure for usage, suggested price, mean no. of visits for Himachal
Pradesh
List Of Figures
Figure 3.1 3 tire architecture for LokMitra
Figure 9.1 Horizontal and vertical interconnection among e-governance
Figure 9.2 Knowledge sharing in different areas
Figure 10.1 0-level DFD: Traditional System (Manual)
Figure 10.2 1-level DFD for data collection
Figure 10.3 DFD: electricity bill payment
Figure 10.4 Simplified DFD showing Customer and VLE relationship
Figure 10.5 1-level DFD showing Data collection

LokMitra Kendra
Figure 10.6 DFD for electricity bill payment (G2C Services)
Figure 10.7 DFD for mobile recharge (B2C Services)
Figure 11.1 E-R diagram for traditional System
Figure11.2 E-R diagram for electricity bill payment
Figure 11.3 E-R diagram present system
Figure 11.4 E-R diagram (electricity bill payment)
Figure 12.1 IRTC online booking
Figure 12.2 The transaction process for BSNL bill payment
Figure 12.3 Cash transaction process flow
List Of Abbreviations
 GoHP : Government of Himachal Pradesh

 DIT : Department of Information Technology
 SDA : State Designated Agency
 SITEG : Society for Promotion of Information Technology and e-Governance
 SCA : Service Centre Agency
 VLE : Village Level Entrepreneur
 NLSA : National Level Service Agency
 G2C : Government to Citizen
 B2C : Business to Consumer
 PPP : Public Private Partnership
 DFD : Data Flow Diagram
 E-R : Entity-Relationship

LokMitra Kendra
Bibliography
1. LokMitra Sugam Kendra Himachal Pradesh [http://www.gramsugam.com/Media.aspx]

2. Govt. of Himachal Pradesh [http://himachal.nic.in/]
3. Department of electronics and information technology Govt. of India [http://www.csc-
india.org/]
4. GNG Group journal.
5. System Analysis and Design by ‘Elias M. Awad’, Galgotia Publication Pvt. Ltd. 2nd
edition.

A PROJECT REPORT ON E-Governance India

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A PROJECT REPORT ON E-Governance India

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LokMitra Kendra

A SAD PROJECT REPORT

UNIVERSITY INSTITUTE OF INFORMATION TECHNOLOGY

University Institute Of Information Technology Page 1

University Institute Of Information Technology Page 2

1.) Rohit Verma (3042) Team Leader

Dr. Neeraj Sharma Mr. Rajesh Chauhan

Director UIIT (System administrator and project guide)

University Institute Of Information Technology Page 3

University Institute Of Information Technology Page 4

E-Governance is slowly becoming a buzzword in corridors the power. What actually is e-

 Government to Citizens (G2C)

University Institute Of Information Technology Page 5

ECECUTIVE SUMMERY OF THE PROJECT

Himachal Pradesh Government

State Designated Agency

University Institute Of Information Technology Page 6

Service Centre Agency

Village Level Entrepreneur

National Level Service Agency

University Institute Of Information Technology Page 7

ISSUES AND CHALLENGES

 focused collaborative efforts of various stakeholders

KEY RECOMMENDATION FROM STUDY

University Institute Of Information Technology Page 8

Basic Process flow for Lok Mitra Kendra

University Institute Of Information Technology Page 9

INITIAL IVESTIGATION STUDY …..........................................................13

OBJECTIVES OF THE STUDY ……………………………………………17

NEDD AND SIGNIFICANCE OF THE STUDY ….....................................28

SCOPE OF THE STUDY …………………………………………………...30

TECHNOLOGY USED …………………………………………………….31

H/W & S/W REQUIREMENTS …………………………………………….33

FEASIBILITY OF PROJECT ………………………………………………35

DETAILED DESIGN …………………………………………..…………..41

DFDs OF EXISTING SYSTEM ……………………………………………48

DFDs OF THE PROPOSED SYSTEM …………………………………….51

E-R DIAGRAMS OF EXISTING/NEW SYSTEM ……………………….55

INPUT PROCESS OUTPUT DIAGRAM …………………………………59

FUTURE SCOPE OF THE PROJECT ……………………………………..62

VARIOUS ANNEXURES …………………………………………………66

University Institute Of Information Technology Page 10

1.1) India’s National E-governance Plan

University Institute Of Information Technology Page 11

1.2) Highlights of the National e-Governance Plan (NeGP)

University Institute Of Information Technology Page 12

It is a kiosk based self-sustainable e-governance solution for providing transparent, accountable

University Institute Of Information Technology Page 13

2. INITIAL INVESTIGATION STUDY

2.1) METHOD OF DATA COLLECTION:

University Institute Of Information Technology Page 14

2.2) RESULTS OF PRELIMINARY STUDY

 The current procurement process is cumbersome & time consuming.

University Institute Of Information Technology Page 15

2.2.3) Methods for improvement

University Institute Of Information Technology Page 16

University Institute Of Information Technology Page 17

3. OBJECTIVES OF THE STUDY

3.1) STUDY OF DATABASES

University Institute Of Information Technology Page 18

Services Valid N % of N Mean Annual Mean

Procurement of agricultural seeds 803 80 3 70

Procurement of agricultural fertilizers 854 85 3 60