CONTENTS

INTRODUCTION

INITIAL IVESTIGATION STUDY

OBJECTIVES OF THE STUDY

NED AND SIGNIFICANCE OF THE STUDY

SCOPE OF THE STUDY

TECHNOLOGY USED

H/W & S/W REQUIREMENTS

FEASIBILITY OF PROJECT

DETAILED DESIGN

DFDs OF EXISTING SYSTEM

DFDs OF THE PROPOSED SYSTEM

E-R DIAGRAMS OF EXISTING/NEW SYSTEM

INPUT PROCESS OUTPUT DIAGRAM

FUTURE SCOPE OF THE PROJECT

CONCLUSION
 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

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”.

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

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

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.

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.

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

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.

 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

OBJECTIVES OF THE STUDY

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.
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

Tuition – secondary school 5 1 12 27

Services Valid N % of N Mean Annual Mean
number of Transport Costs
trips

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

All types of application forms 19 2 6 61

Services Valid N % of N Mean Annual Mean
number of Transport Costs
trips

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

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
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
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.

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

Services Usage Suggested Mean Revenue
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

 Services Usage Suggested Mean Revenue
Price no. of
visits

Monthly Total 2962

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.

 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

 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

time and improving the efficiency and productivity of manpower in handling public grievances

through internet and increasing their accountability to people

 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.

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,
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.
 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.

(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

 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?

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

Also the software required are the system software, databases, LAN and web-portals. If they are

not available, they can be developed in-house.

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

(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 center:

(a) Government grants: 15, 00, 000

(b) MP/MLA / Contingencies: 10, 00, 000

(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

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

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.

 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.

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.

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

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

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
 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

SupportS Learnt Collaboration
Database Process Government
olution

Intelligent Search & Data Mining

Document

Management System Information Warehouse

Collect & Organize

Regulatory Development Social & Welfare

Departments Departments Departments

 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.
Fig 10.2) 1-Level DFD

Request
Service
Customer
Details
Acknowledgement

Payment

Private Sector

Government

Offices

Edit

Information

Customer
Fig 10.3) DFD (Electricity Bill Payment)

Bill

Generation Electricity

Customer Board

Request Deposit
Bill
Payment

Generate Bill

Amount Status
Updation

Bill Details
10.2) New Computerised System

Fig 10.4) 0-Level DFD

Request
Customer Service VLE
Process
Acknowledgement Service Generation
Fig 10.5) 1-Level DFD

Service Request

Payment
Customer VLE
Acknowledgment
Deposit

Working

Service Revenu
Report Capital
Portal e Share
Generation

Update

Monitoring

Edit
Service
Informatio
Centre Agency

Revenue Revenue

Services

Government Private

Sector Sector

Information Information

Retrival Retrival

Customer information Customer services

Fig 10.6) DFD : Electricity Bill Payment ( G2C Services )

Deposit
Bill

Generate VLE
Customer
Receipt
Deposi
Payment t
Service

Portal Revenu
e Share Working

Billing Capital
Process

Service
Update
Centre Agency
Access

Details

Deposit

DIT Report & Amount

Revenue
Electricity

Board

Customer &

Bill Details
Fig 10.7) DFD : Mobile Recharge ( B2C Services )

Recharge Request

Customer Confirmation VLE

Payment

Deposi
t
Service

Portal
Revenue
Share Working

Recharge
capital
Details Update

SCA

Bill Information

& Payment

Revenue
Telecom

Companies
 11. E-R DIAGRAMS SHOWING PREVIOUS AND PRESENT SYSTEM

Fig 11.1) E-R Diagram (Traditional System)

Name Address Informatio Interactio

n n

Customer gets Service

1 1

Domicile
Transactio
n
Fig 11.2) E-R Diagram (Electricity Bill Payment)

Bill No. Name Address

Customer’s Electricity
Bill
Bills
Board
Deposi
m 1

Addres Amoun Collection

Employees
s t Counters
Fig 11.3) E-R Diagram (Present System)

Name Addres
Name Counter Addres
s
Id. s

Customers Gets VLE

m 1
servi
m

Domicil Monitori
e ng

SCA

Government 1 Private
Lin
Agencies m k m Agencies
Fig 11.4) E-R Diagram (Electricity Bill Payment)

Counter
K. Acc.
Name Id. Addres
No. No.
s

Customer’s Bill Depos VLE

m 1
it
m

Monitori

Name Amoun ng

t
1
SCA
1

Get

Information

DIT Servers

Customer Details Bill details

 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
Fig 12.2) The transactions process for BSNL bill payment through CSC is explained above
 Inform: call/sms
RESIDENT
RESIDENT
BANK ACC.

Authorize Debit

INTERPORT- Withdrawal request Cash

ABLE
UIDAI Authenticate

SWITCH

Forward Switch Credit

BC’S BANK BC WITH MICRO ATM

ACC.
Adhar number

Transaction Information , biometrics

Fig 12.3) Cash transaction Framework

 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
 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

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.

 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.