Issuu on Google+

The Dataquest-IDC e-Governance Satisfaction Index 2005 A Report February 2006


Executive Summary Better governance is high on the agenda of all state governments, with a definite need to improve internal efficiencies and reach out faster to citizens. A proliferation of e-Governance and computerization initiatives across the country now use information and communications technology (ICT) as a means to achieve more effective delivery of government services and governance in general. In terms of overall perceived improvement in the delivery of government services, which collates both primary and secondary data, IDC found Kerala, Delhi, Gujarat, Madhya Pradesh and Goa to be the top 5 states, in that order. Rajasthan, Orissa, Punjab, Himachal Pradesh and West Bengal show the least improvement in the delivery of government services, in order of worst to better. About 8 states performed better in terms of delivery of citizen services over delivery of services to corporates. These are Gujarat, Kerala, Madhya Pradesh, Maharashtra, Tamil Nadu, Uttar Pradesh, Uttaranchal and West Bengal. But 10 states scored better in terms of delivery of egovernance services to corporates as compared to common citizens. These states are Andhra Pradesh, Chhattisgarh, Delhi, Goa, Haryana, Himachal Pradesh, Karnataka, Orissa, Punjab and Rajasthan. In general, the offices of the income tax department in most states scored well, both in terms of delivery of services to citizens and corporates as well as in terms of quality and availability of services. Passport offices also scored well overall. E-payments seem to be working successfully in selected states. In fact, e-payments are a strong e-Governance benefit for citizens in the states of Goa, Gujarat, Maharashtra, Chhattisgarh and Madhya Pradesh and for corporates in the states of Andhra Pradesh, Goa, Madhya Pradesh and Chhattisgarh. Police and security, judiciary and land-related functions like registration, sale and purchase and ownership enquiries are pain areas in most states for citizens as well as corporates. E-initiatives for improving the service delivery of water and power utilities are also areas of concern. Businesses suffer mediocre e-Governance services when it comes to availing government incentives and grants, keeping track of government tenders and contracts and seeking assistance for launching/running a small business enterprise. However, businesses across states agree in general that e-governance has made it easier to function. The specific benefits are: reduced number of tax forms, timely and accurate tax information, ease of obtaining documents and information needed to conduct business abroad, and the creation of a secure environment for the cheaper and more effective transaction of goods and services. In terms of the quality of the e-initiatives for providing citizen services by various departments, the income tax department scored the highest, followed by education, passport services, and facilitation of power and water utility services, in that order. The income tax department, passport services and education scored highest for availability of their services through einitiatives for citizens. IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

1


The police and security department scored the worst in terms of both quality and availability of their e-initiatives for citizens. For corporates, the best e-initiatives were rated as those undertaken by the income tax department, followed by the sales tax department and passport services. These departments also scored well in terms of the availability of their services through e-initiatives for corporates and so did the power and water utilities. In general, the gap between the best and worst performer state for each government service is very wide, showing immense disparities in the implementation of e-Governance initiatives. There seems to be little correlation between IT spends and improvements on account of eGovernance initiatives or clarity of a state’s IT vision and improvements on account of eGovernance initiatives. Goa is the only state that performs well on the overall ranking and has high IT budgets and spends. Kerala, which ranks first overall, also ranks high on IT vision and planned per capita IT spend. Conversely, states like Punjab that have high rankings on IT vision and high per capita IT spend rank very low on improvements on account of e-Governance initiatives.

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

2


Table of Contents S. No.

Chapter/Subject

Page Number

Executive Summary

1

Table of Contents

3

1

Aims & Objectives, Research Methodology

4

2

IDC Opinion

7

3

Summary of Findings

8

4

State Factsheets

17

5

Annexures

69

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

3


I. Aims and Objectives, Research Methodology Research Objective To assess the availability of ICT infrastructure, the rollout of e-Governance projects of select Indian states and evaluate the impact of these projects on the delivery of government services to common citizens and corporates. Research Methodology This study was conducted in three phases: Phase I Desk Research In this phase, extensive desk research was conducted and IDC knowledgebase was used to identify and shortlist 18 major states out of the 35 states and union territories of India. The final selection selected was based on the states’ Human Development Index (HDI) rank. Phase 1I Survey of State IT Secretaries/Heads of State Nodal IT Agencies, Secondary Research A survey of the state IT Secretaries/heads of state nodal IT agencies of the 18 selected states was conducted to get a first-hand feel of the respective states’ ICT policy/vision and understand their priorities in terms of rollout/implementation of IT and e-Governance projects. Each state was profiled in terms of the clarity of its IT vision and goals and the scope of the various e-Governance projects in terms of services offered, number of towns/municipal areas/villages/block panchayats covered or to be covered, expected benefits to the state’s citizens and so on. A percentile method was employed to allocate scores to the states on individual parameters, with the state reporting the best initiatives being allocated a percentile score of 100. These factors were together allocated a combined weight of 9% in the overall assessment. Each state was also assessed on the budgetary allocation/planned or actual spending on IT and eGovernance projects. For this purpose the total IT spending (hardware, software and IT services only) on recently implemented projects (2004-05) and planned IT spending on new/ongoing projects (2005-06 and 2006-07) were compared. A percentile method was employed to allocate scores to the states on each year’s IT spending, with the state reporting the highest per capita IT spending being allocated a percentile score of 100. This actual/planned IT spending was allocated a weightage of 6% in the overall assessment. Finally, the 18 selected states were rated on the basis of availability and usage of ICT and social/educational infrastructure like number of PCs per 1000 population, estimated per capita overall IT spending, number of telephones per 1000 population, Internet subscribers per 1000 population and the capacity of the state to produce technically qualified manpower. States were again ranked using a percentile method and these factors were allocated a combined weight of 10% in the overall assessment.

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

4


Phase III Survey of Citizens and Corporates This part evaluated the effectiveness of IT deployment by governments of the 18 major states of India, based on a primary survey of constituents across user categories. The survey sought to evaluate the views of common citizens as well as corporates regarding the actual/perceived improvement in delivery of government services. The key citizen services covered included: 1. State Transport Dept/RTO - Vehicle registration, clearance of hypothecation, applying for driving licence 2. Income Tax Dept - Filing of returns, filing of claims, application for PAN card 3. State/Local Land Dev Authority - Sale/purchase of land/property, registration of land/property, inquiry regarding ownership of land/property 4. Local Municipal Body – Applying for birth/death/marriage certificate, payment of statutory municipal taxes 5. Power and Water utilities – Billing, complaints and their timely redressal, applying for new connection, sanction of additional load 6. State Agriculture Dept – Agricultural extension services 7. State Health Dept - Health care services 8. State Home/Police Dept – Police and security services 9. State/Local Judiciary – Judicial services 10. State Transport Dept – Transport services 11. State/Local Schools and Education Dept – Educational services 12. Employment exchange – Employment opportunities, guidance and training 13. RPO – Passport and related services The key corporate services covered were: 1. Central/State Company Affairs Dept – Business registration, certificate of incorporation 2. Central/State Industries and Commerce Depts – Financial assistance, incentives and grants, manufacturing licenses and permits (issue and renewal) 3. Sales Tax and Service Tax Depts – Payment of taxes, filing of returns and claims, arbitration and settlement 4. Income Tax Dept – Filing of returns, filing of claims, application for PAN card, arbitration and legal settlement 5. State/Local Govt Purchase Dept – Timely information about govt tenders and contracts, transparency in vendor selection and payments 6. State/Local Land Dev Authority – Sale/purchase of land/property, registration of land/property, inquiry regarding ownership of land/property 7. State/Local Utilities – Provision of water and electricity connections, timely sanction and fitment of appropriate load/capacities 8. Local Municipal Body – Payment of statutory municipal taxes 9. Transport Dept/RTO – Vehicle registration, clearance of hypothecation 10. State Home/Police Depts – Police and security services: impartiality and transparency 11. State/Local Judiciary – Judicial services: timeliness and transparency

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

5


These ‘service types’ were evaluated on the following three broad parameters: i) ii) iii)

Improvement in ease of interaction while actually availing a government service Perceived improvement in service availability Perceived improvement in service quality.

To make a meaningful and broad-based assessment of the above-named citizen and corporate services, a primary survey of 1,350 citizen users and business users was conducted across the 18 selected states. 75 interviews were conducted in each state amongst common citizens, professionals (lawyers, doctors chartered accountants) and administrative/business heads of small, mid-size and large corporates. To arrive at a 100-point index a 5-point ‘Improvement Rating’ scale was used to evaluate the feedback on each type of government service and the average score for each service type multiplied by a factor of 20. The scores obtained from this survey were allocated a weightage of 75% in the overall assessment and ranking of the states, reflecting the importance of the perceived improvements in the eyes of common citizens and business users alike. Hence, the individual service-wise and total scores for each state reported in this survey reflect the extent to which citizens and corporates perceive improvement in delivery of government services after/as a result of deployment of e-Governance initiatives.

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

6


II. IDC Opinion E-governance is a prime area of concern for state governments in India, not only as a means of achieving efficiency in the running of state departments, but more importantly, as a means of providing an easy and effective way for citizens to access basic government services. Investment in communication and information technology is today considered an absolute necessity in improving effectiveness of citizen services and therefore impacting the quality of people’s lives. Despite the recognition of these issues, this has been an area of considerable challenge for states. Increasing e-literacy, reaching out to large expanses of areas, computerizing decades of manual records, high infrastructure costs—these are but some of the barriers. Some of the areas where states have achieved moderate success have been those of e-payments, online provision of information and online ordering of documents, passport services and incometax functions like applying for a PAN card and filing returns and claims. E-initiatives have brought in several benefits to citizens in the form of general ease of dealing with state government and municipal departments. Businesses also find it easier to access information, pay taxes, buy and sell goods and services etc., thus reducing the cost of conducting business operations. However, several areas still require attention. Essential services like water and power are still poor performers in terms of e-initiatives, and so are state public transport, employment exchanges and functions related to sale and purchase of land/real estate like servicing of ownership enquiries, issue of ownership certificates and so on. A uniformly poor performance in the e-initiatives of the police and judiciary is a major cause for concern. But the biggest disappointment to citizens and corporates alike is in the fact that e-initiatives seem to have failed to reduce corruption and harassment or increase transparency in the functioning of the government departments. For e-initiatives to succeed in the long run it is important for users to perceive these improvements very clearly, as corruption and harassment are the most painful aspects of the citizens' interaction with the government. Most states are rolling out several initiatives in typical areas like networking and communications, computerization of land records, education (admissions to professional/engineering/technical courses) and, grievance monitoring and redressal systems for various government departments. With increased investments in e-Governance and a healthy competition amongst states to offer effective citizen services and achieve greater efficiencies, e-Governance will be a major area of growth, and therefore ICT will be a major expenditure for India’s public sector in the years ahead. Besides increased investments, states need to focus on putting in quality infrastructure and mechanisms to educate and incentivise people in government as well citizens to use eGovernance facilities effectively. The states need to have strong feedback mechanisms to assess the needs of the citizens and businesses so that they are able to optimize their ICT investments accordingly and maximize returns to society as a whole.

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

7


III. Summary of Findings Table 1: Rankings Ranking of States on the Perceived Improvement in the Delivery of Government Services through e-Governance Initiatives State Overall Rank

Kerala Delhi Gujarat Madhya Pradesh Goa Karnataka Maharashtra Tamil Nadu Chhattisgarh Andhra Pradesh Uttar Pradesh Uttaranchal Haryana West Bengal Himachal Pradesh Punjab Orissa Rajasthan

1 2 3 4 5 6 7 7 8 8 9 10 11 11 11 12 13 14

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

8


Table 2: Perceived improvement in the delivery of government services through eGovernance initiatives for citizens Best and worst perceived improvements - citizen services Services Vehicle registration Clearance of hypothecation Applying for driving license Sales/purchase of land/ property Registration of land Enquiry regarding ownership of land Filing of returns Filing of claims Application for PAN card Applying for birth/ death/ marriage certificate Municipal tax Power utility Water utility Agriculture Health care Police and security Judiciary State transport services Education

1 Chhattisgarh

Best

Score 88.8

2

Score

MP

86

Worst

Uttaranchal

56.4

HP

60.4

Best

Gujarat

88.2

MP

86

3

Score

Gujarat

85.8

Rajasthan

61

Kerala

83

Worst

Uttaranchal

55.8

Punjab

56.4

HP

Best

Gujarat

92.4

Chhattisgarh

89.8

Kerala

86.6

58.6

Punjab

60.2

Worst

Uttaranchal

55.2

HP

Best

MP

86.6

Gujarat

85

60

Goa

80

Worst

Uttaranchal

51.2

HP

60.4

Haryana

63.6

Best

Gujarat

89.4

MP

85.2

Goa

77.6

Worst

Uttaranchal

54.2

HP

60.4

Rajasthan

63.8

Best

Chhattisgarh

83.6

Goa and MP

82.2

Gujarat

81.2

Worst

Uttaranchal

49.8

HP

60.4

Rajasthan

60.8

91.4

Kerala

90

MP

87.8

56

Punjab

57.4

HP

60

Best

Gujarat

Worst

Uttaranchal

Best

Gujarat

91

Kerala

87.2

Goa

84.8

Worst

Punjab

53.2

Uttaranchal

57.8

HP

60.4

Best Worst

Gujarat Punjab

90.2 55.6

Kerala and Tamil Nadu Uttaranchal

88.4 59.6

MP HP

86.8 60.4

Best

MP and Gujarat

89.6

Goa

85.2

Kerala

82.4

Worst

Uttaranchal

50.4

Punjab

51.2

Rajasthan

59.4

Best

MP

89.6

Gujarat

88.6

Karnataka

84.2

Worst

Uttaranchal

53.6

Punjab

55.4

HP

58.6

Best

Gujarat

92.4

Goa

91.2

Chhattisgarh

89.4

Worst

Punjab

46.4

HP

53.8

Uttaranchal

58.6

Best

Goa

91.4

MP

91.2

Gujarat

Worst

Punjab

43.6

HP

45.4

Uttaranchal

85 59.6

Best

Gujarat

86.6

MP

84.6

Haryana

80

Worst

Punjab

51.2

Uttaranchal

59.4

HP

60

Best

MP

Gujarat

83.8

Goa

Worst

Punjab

53.4

86

HP

56.4

Rajasthan

82.4 58

Best

Kerala

90.2

Tamil Nadu

79.4

UP

78.6

Worst

Punjab

41.2

HP

52.8

Chhattisgarh

56.4

91.2

AP

80.8

MP

80.4

Punjab

54.8

HP

58.6

Best

Kerala

Worst

Uttaranchal

45

Best

Karnataka

84.6

Goa

83.4

Kerala

82.2

Worst

Punjab

42.8

HP

58.6

Uttaranchal

61.4

Best

Chhattisgarh

Tamil Nadu

87.4

MP

59.6

89

Worst

Uttaranchal

52.8

Rajasthan

Employment exchange

Best Worst

Kerala Uttaranchal

87.6 51.4

MP, Karnataka, Gujarat, Goa Punjab

Passport services

Best

Tamil Nadu

95.2

Worst

Uttaranchal

49.8

85

HP

60.4

80 56

Maharashtra HP

79.4 59

Kerala

92.2

Chhattisgarh

86.8

Punjab

55.4

HP

59.2

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

9


Table 3: Perceived improvement in the delivery of government services through eGovernance initiatives for corporates Best and worst perceived improvements - corporate services Services Business registrations Small business assistance License and permits-issue and renewals Government tenders and contracts Financial assistance

Suppliers' provision-water and electricity Incentives and grants Vehicle registration Clearance of hypothecation Sale/purchase of land/property Registration of land Enquiry regarding ownership of land Income tax departmentfiling of returns Income tax departmentfiling of claims Income tax departmentapplication for PAN card Income tax departmentarbitration and legal settlement Municipal tax Power utility Sales tax Water utility Police and security Judiciary Passport services

1

Score 88.2 57.4 88.2 54.2 86 51 88.8 52.6 94.2

2

Best Worst Best Worst Best Worst Best Worst Best

Goa Uttaranchal AP Haryana Chhattisgarh Punjab AP Punjab AP

Worst Best

51.6 88.8

Worst Best Worst Best Worst Best Worst Best Worst

Punjab AP and Chhattisgarh Uttaranchal AP Uttaranchal AP Uttaranchal Gujarat Haryana AP Uttaranchal

Gujarat Punjab Chhattisgarh Punjab AP Uttaranchal MP HP Gujarat and Chhattisgarh HP MP

50 88.2 51 91.2 60 85.4 57.6 93.6 58

Best Worst Best Worst Best Worst Best Worst Best Worst Best Worst

Chhattisgarh Uttaranchal MP Uttaranchal Chhattisgarh HP Chhattisgarh Delhi Chhattisgarh Punjab AP Punjab

Best Worst

Goa HP and Rajasthan Goa Punjab AP and MP Punjab Goa HP Kerala Uttaranchal AP Uttaranchal Tamil Nadu Punjab

Best Worst Best Worst Best Worst Best Worst Best Worst Best Worst

Score 86.4 57.8 86.6 54.6 85.8 51.4 84.2 56.6 87.6

3 MP HP Gujarat HP MP HP Chhattisgarh Uttaranchal MP

Score 84.6 58.6 83.8 57.4 84.6 54.2 81.2 58 85.2

56 84.6

Haryana Gujarat

63.6 83.8

Punjab MP Delhi Chhattisgarh HP Chhattisgarh Punjab MP HP and Delhi

51.4 81.4 53.8 88.8 62.6 85 57.8 90.4 62

HP UP Chhattisgarh Goa Orissa AP HP Chhattisgarh Rajasthan

53.4 79.2 55 87 63 84.4 61.4 88.4 64.2

91.4 56.6 88.2 54.6 94.6 60.6 94.4 57.4 94.4 58.2 95.6 55

MP HP Chhattisgarh Delhi MP Punjab AP Punjab Gujarat HP MP Uttaranchal

90.6 62.6 87.2 61.4 92.4 64.4 90.6 58.4 90.4 60.6 84.2 56

88 64 85.8 62.6 90.4 66.6 89.6 60.6 89.6 63.6 84 60

94 58.6

Kerala Punjab

86.6 59.2

AP Rajasthan AP Rajasthan Gujarat Uttaranchal Gujarat HP MP Haryana Chhattisgarh HP and Karnataka Chhattisgarh Uttaranchal

92 45.6 89.6 57.8 97.4 46.6 85 48.6 88.8 48 92.4 54.8

Chhattisgarh HP Goa HP AP Punjab AP Punjab Kerala Delhi Chhattisgarh HP

91 54 88.4 59.4 92.4 48 84.4 50.4 86.2 58 91.6 59.2

Gujarat Uttaranchal Chhattisgarh Uttaranchal Chhattisgarh Rajasthan Tamil Nadu Chhattisgarh Chhattisgarh Punjab AP Uttaranchal

90 61.4 87.6 60 89.4 57.2 83 51 85.4 58.6 90 60

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

85.2 59.4

10


Table 4: Perceived benefits of e-Governance initiatives - citizens Best and worst perceived benefits for citizens Benefits Transparency in operation decision making

Best

Goa

Score 88.6

MP

Score 84.8

Chhattisgarh

Score 82

Worst

Rajasthan

47.6

Punjab

47.6

Tamil Nadu

53.4

Time taken to complete transaction

Best Worst

MP Punjab

89.4 45.2

Gujarat Rajasthan

88.8 56

Goa HP and Tamil Nadu

82.8 60

Reasonable charges

Best Worst

MP Punjab

87.2 49.2

Goa West Bengal

82 51.6

Delhi Rajasthan

78.2 55.4

Overall rules, procedures, regulation Overall ease of dealing

Best Worst Best

MP Punjab MP

87.6 46.4 90.2

Goa Tamil Nadu Goa

81.2 50.2 80.4

AP Gujarat Chhattisgarh

79.2 54.2 80

E-payments

Worst Best

Punjab Gujarat

45 88.6

Rajasthan MP

54.6 84.8

Tamil Nadu Chhattisgarh

56.8 84

Worst

Rajasthan

37.8

Uttaranchal

45.3

Punjab

49

Best

Chhattisgarh

87.8

MP

87.2

Goa

84.4

Worst

Rajasthan

41.8

Punjab

48.6

HP

60

Monitoring and tracking of application

1

2

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

3

11


Table 5: Perceived benefits of e-Governance initiatives - corporates Best and worst perceived benefits for corporates Benefits

1

Transparency in operation decisionmaking

Score

2

Score

3

Score

Best

AP and Goa

87

Chhattisgarh

78.8

MP

77.4

Worst

Rajasthan

46

Punjab

49.4

Tamil Nadu and West Bengal

54.4

Best

Goa

89.6

Chhattisgarh

84.2

MP

82.8

Worst

Punjab

43.8

Rajasthan

51.4

HP

58

Reasonable charges

Best Worst

MP Punjab

84.6 46

AP Tamil Nadu

83.4 50.8

83.2 55.8

Overall rules, procedures, regulation

Best

Goa

88.4

AP

84.6

Goa Rajasthan and West Bengal Chhattisgarh

Worst

Punjab

49.8

Wes Bengal

50.6

Rajasthan

52.6

Overall ease of dealing

Best

Goa

91

Chhattisgarh

87.2

AP

85.8

E-payments

Worst Best

Punjab MP

49.4 90.8

Tamil Nadu Goa

52.2 90.4

Uttaranchal Chhattisgarh

52.6 87

Worst

Rajasthan

41.4

Punjab

Uttaranchal

52.6

Best

Goa

95.2

AP

87.6

Chhattisgarh

87

Worst

Rajasthan

44.6

Punjab

48.8

Uttaranchal

54

Best

Goa

94.2

Kerala

92

AP

84

Worst Best

Punjab Goa

49 91

Worst

Punjab

48.2

Uttaranchal

Best

Goa

90.4

MP

Worst

Punjab

51

Best

Kerala

Worst

Punjab

Best

Goa

Worst

Rajasthan

Best

Goa

Worst

UP

Time taken to complete transaction

Monitoring and tracking of application

Reduction in the number of tax related forms to be filled Timely and accurate tax information to businesses Ease of obtaining information and documents needed to conduct business abroad Reduction in the burden on business due to ease of finding, understanding and complying with relevant laws and regulations at all levels of government Provision of a secure business environment that will facilitate and support cost-effective acquisition of goods and services by agencies Reduction in corruption and harassment

Rajasthan AP

50

59.4 87.4 54

83.6

Uttaranchal Gujarat

60 85.8

Delhi

56

86.2

AP

84

Tamil Nadu

52.4

HP

58.6

89.6

Goa

87.8

AP

83.4

48.8

Rajasthan

55.4

HP

58.6

87

Kerala

84.2

AP

82

50.6

Punjab

51.6

HP

58.6

91

AP

84.6

Kerala

83.4

32

Tamil Nadu

Gujarat

44.4

43

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

12


Table 6: Perceived improvement in the quality of delivery of government services due to eGovernance initiatives for citizens Perception of the improvement in the quality of citizen services 1 Score 2 Score 3 Gujarat 82 Kerala 81.8 MP and Best Maharashtra 55 Punjab 58.8 HP Worst West Bengal

Services Transport/RTO

Score 79.6 59.2

Land department

Best Worst

MP Punjab

87.2 56.2

Gujarat West Bengal

81.6 59.4

Maharashtra Uttaranchal

76.8 59.6

Income tax department

Best Worst Best Worst Best Worst Best

91.2 58.6 88 54.6 88.4 42.4 89.6

Gujarat HP Gujarat Rajasthan AP HP AP

90.6 58.6 85.4 57.6 75 52.8 81

Kerala Rajasthan Kerala Uttaranchal UP Rajasthan Chhattisgarh

88.8 60.4 82.2 57.8 72.8 53.4 80.8

Worst Best Worst Best Worst

MP Punjab MP Punjab Kerala Punjab MP and Gujarat Punjab MP Punjab MP Punjab

44.4 89.8 38.8 90.6 53

Rajasthan Gujarat HP Gujarat Uttaranchal

48.8 83.8 46.6 78 58.6

HP Goa Uttaranchal UP HP

53.8 83.2 61.4 77.8 59.4

Health care

Best Worst

MP Punjab

89.8 45.4

Gujarat Rajasthan

88.6 49.4

Kerala West Bengal

80.8 55.4

Judiciary

Best Worst

MP Rajasthan

93.2 52.4

Kerala Punjab

92 54.4

AP Uttaranchal

84.6 57.2

Passport service

Best

Kerala

91.8

Tamil Nadu

91.6

MP

90.2

Worst

Punjab

54.6

Uttaranchal

57.8

HP

59.6

State transport

Best Worst

MP Punjab

86.4 50.4

Gujarat Rajasthan

85.2 51

Kerala West Bengal

81.8 56.6

Education

Best

Tamil Nadu

88.4

MP

85.2

Kerala

85

Worst

Uttaranchal

54

Punjab

58.2

West Bengal

61

Municipal corporation Police and security Power utility

Water utility Agriculture

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

13


Table 7: Perceived improvement in the availability of government services due to eGovernance initiatives for citizens Services Transport/RTO Land department Income tax department Municipal corporation Police and security Power utility Water utility Agriculture Health care Judiciary Passport service State transport Education

Perception of the improvement in the availability of citizen services 1 Score 2 Score 3 Gujarat 92 MP 82.8 Kerala Best 52.8 Orissa 58 HP Worst West Bengal

Score 81 58.6

Best Worst Best Worst Best Worst Best Worst Best

Gujarat Uttaranchal Gujarat HP Gujarat Rajasthan Kerala Punjab Gujarat

91.2 57.4 96 60 93.6 56.2 87.4 48 94.6

MP Punjab MP Uttaranchal MP Punjab Gujarat HP MP

85.2 59.4 88 61.4 89 56.6 81 54.2 89.4

Maharashtra HP Kerala Punjab Kerala HP Tamil Nadu Rajasthan West Bengal

78.6 60 87.6 62 81.8 59.2 78.6 54.4 85

Worst Best Worst Best Worst

Punjab MP HP MP Punjab

50.6 93.4 48.4 92.4 56.2

Rajasthan Gujarat Rajasthan Delhi HP

52.8 92.6 57.8 88 60

HP Goa Punjab Gujarat West Bengal

53.8 83.2 50 81.6 62.8

Best Worst Best Worst Best

MP Rajasthan MP Rajasthan Kerala

90.2 51.6 93.6 52.6 92.2

Gujarat Punjab Kerala Punjab Tamil Nadu

88.2 52.6 90.2 56.8 91.8

Maharashtra HP Gujarat Uttaranchal Gujarat

83.6 57.8 86.6 62.4 91

Worst Best Worst

Punjab Gujarat West Bengal

57.2 90.4 55.6

HP MP Punjab

60 89.2 55.8

Uttaranchal UP HP

63.2 80.8 59.2

Best Worst

Tamil Nadu West Bengal and HP

89.2 60

MP Punjab

88.4 60.4

Gujarat Uttaranchal

86.6 63.2

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

14


Table 8: Perceived improvement in the quality of delivery of government services due to egovernance initiatives for corporates Services Transport/RTO

Perception of the improvement in quality of corporate services 1 Score 2 Score 3 Chhattisgarh 91.8 AP 89.2 Goa Best

Score 88.4

Worst

Orissa

58

West Bengal

58.2

Uttaranchal

60

Land property department

Best Worst

AP Rajasthan

92.4 60.8

MP HP

91 61.4

Chhattisgarh Punjab

86.4 61.8

Income tax department

Best Worst

AP HP

91.4 60.6

Chhattisgarh Uttaranchal

90.6 61.4

Gujarat Punjab

90.4 64.2

Sales tax

Best Worst

MP HP

91.4 58

Chhattisgarh Rajasthan

91.2 59.4

Gujarat Punjab

90.6 62.6

Municipal corporation

Best

Goa and MP

91.6

Chhattisgarh

89.4

Kerala

87.4

Worst

Rajasthan

51.4

HP

58

Punjab

58.2

Best Worst Best Worst Best Worst

Goa Punjab Goa Punjab AP Gujarat and West Bengal

94.8 50 96 50.2 89.6 52

AP HP MP HP Kerala Punjab

92.6 52.6 94 50.6 84.2 53.4

Chhattisgarh Rajasthan AP Rajasthan Delhi Chhattisgarh

91.2 57.4 92.6 58.6 80.6 55.2

Judiciary

Best Worst

AP West Bengal

91.4 46.6

MP Rajasthan

88 50

Chhattisgarh Punjab

86.4 57.4

Passport service

Best

Chhattisgarh

94.2

Tamil Nadu

91

MP

88.2

Worst

Punjab and HP

60

Uttaranchal

60.6

Haryana and Rajasthan

75.2

Power utility Water utility Police and security

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

15


Table 9: Perceived improvement in the availability of government services due to eGovernance initiatives for corporates Perception of the improvement in the availability of corporate services Services 1 Score 2 Score 3 Transport/RTO Chhattisgarh 88.8 MP 88.6 Goa Best Uttaranchal 52 West 54.6 Orissa Worst Bengal Land property MP 91.8 AP 91.4 Chhattisgarh Best department Uttaranchal 56.6 Rajasthan 58.4 HP Worst Income tax Gujarat 92.2 Chhattisgarh 90 Kerala Best department Uttaranchal 47.4 Rajasthan 53.4 HP Worst Sales tax Gujarat 91.2 MP 90.8 Chhattisgarh Best Uttaranchal 52.6 Haryana 55.2 Rajasthan Worst Municipal Gujarat and 90.4 Goa 89 Chhattisgarh Best corporation MP Rajasthan 50.4 HP and 59.4 Orissa Worst Delhi Power utility AP 92.6 Goa 91.6 MP and Best Chhattisgarh Rajasthan 52.4 HP 53.4 Uttaranchal Worst Water utility Goa 91.6 MP 90 Chhattisgarh Best HP 51.4 Orissa 56.6 Rajasthan Worst Police and security AP 84.8 Kerala 83.6 Haryana Best West 51.6 Rajasthan 53.8 Orissa Worst Bengal

Score 83.2 56 85.8 62 86.6 60 89.4 56.6 88.2 60 90.6 57.4 89.4 58.4 76.2 56

Judiciary

Best Worst

AP West Bengal

90 46.6

Chhattisgarh Rajasthan

87 50

Goa Orissa

86.8 56.6

Passport service

Best

Chhattisgarh

93.6

Tamil Nadu

91.2

MP

87.6

Worst

Uttaranchal

58.6

HP

60.6

Punjab

62.8

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

16


IV. State Factsheets Kerala Comment Kerala's perceived improvements in delivery of government services by means of e-Governance projects and by means of computerization of government departments are above average. The state ranks 1st amongst the 18 major states of the country in terms of overall rankings. The state has improved substantially in certain aspects that appear as pain areas to all other states, like police and security, which emerges as a strength area for citizen as well as corporate services. Overall, in terms of services, Kerala delivers better in citizen-related services than for corporate. The quality and availability of services in the judicial and passport services are found improved due to the e-initiatives in these areas, while there is very little improvement in the quality and services in the land department. For corporates, e-initiatives by the municipal corporation show the most improvement in the quality and availability of service, while the land property department shows least improvement. Kerala Quick Facts Population: 31,838,619 Area: 38,863 sq km Intake of Engineering Students per 1000 Population: 0.78 Internet Subscribers per 1000 Population: 4.29 Telephones per 1000 Population: 19.42 No. of PCs per 1000 Population: 9.2 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State score Lowest Score Highest Score Top Strength Areas Passport services 92.2 49.8 95.2 Judicial services 91.2 45 91.2 Police and security 90.2 41.2 90.2 Filing of returns 90 56 91.4 Application for PAN card 88.4 55.6 90.2 Top Pain Areas Enquiry regarding ownership of land 75.2 49.8 83.6 Registration of land 75.8 54.2 89.4 Executing sale/ purchase of land/property 76.4 51.2 86.6 Agriculture 77.2 51.2 86.6 Power utility service delivery and support 80 46.4 92.4

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

17


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State Score Lowest Highest Score Score Top Strength Areas Income tax department- Filing of tax return 88.0 60.6 94.6 Municipal tax payment and information 86.6 58.6 94 Judicial services 86.2 48 88.8 Income tax Department- Filing of tax claims 85.4 57.4 94.4 Police and security 85 48.6 85 Top Pain Areas Applying for obtaining financial assistance 70.0 51.6 94.2 License and permits-issues and renewals 71.8 51 86 Government tenders and contracts 73.4 52.6 88.8 Enquiry regarding ownership of land 74 54.6 88.2 Executing sale/ purchase of land/property 76.4 58 93.6 Quality and Availability of Services State Score Quality of Service- Citizens Best Judiciary Worst Land department Quality of Service- Corporates Best Municipal corporation Worst Land property department

Highest Score

92 75.6

52.4 56.2

93.2 87.2

87.4 77.8

51.4 60.8

91.6 92.4

State Score Availability of Service- Citizens Best Passport service Worst Land department Availability of Service- Corporates Best Municipal corporation Worst Land property department

Lowest Score

Lowest Score

Highest Score

92.2 75

57.2 57.4

92.2 91.2

87.4 77.2

50.4 56.6

90.4 91.8

Key Benefits State Score Key Benefits of E-Governance- Citizens Transparency in operation and decision making 78.2 Key Benefits of E-Governance- Corporates Reduced number of tax-related forms that businesses need to 92.0 file E-governance reduces burden on businesses by making it easy 89.6 to find, understand and comply with laws and regulations at all levels of government

Lowest Score

Highest Score

47.6

88.6

49

94.2

48.8

89.6

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

18


IT Vision Kerala envisions an ICT led growth and development for its citizens by creating both physical and connectivity infrastructure, various ICT enabled G2C interfaces like web, touch screens, IT Kiosks, Call Centers, etc., empowering Government and citizens through imparting IT skills, with specialized focus on development of local language computing. Ongoing projects • Rural Online transaction facilities E-Pay and E-Krishi: IT enabled service delivery points for citizens in rural areas for paying bills and agricultural initiatives. • Citizens' Call Centre and Friends: IT enabled facility for providing information to citizens regarding Government departments • Information Kerala Mission: Full computerization in Urban local bodies and plan monitoring in 500 gram panchayats Projects to be rolled out • State wide area network with fully functional data centre to ensure last mile connectivity • Friends expansion to create state-wide access point network

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

19


Delhi Comment Although Delhi ranks an overall 2nd in terms of perceived improvement in delivery of government services through e-Governance initiatives, the state does not fare very well in terms of specific services. For most services, Delhi’s scores are either average or slightly higher than average. On the whole, Delhi fares better on government service delivery to common citizens than to corporates. Pain area scores for corporate services, in particular, are nearly the lowest among all states, especially incentives and grants and provision of water and electricity. Filing of corporate income tax in claims gets the lowest score among all states. Improvements in the quality of e-incentives from the power department and in the availability of e-incentives from the water department for corporate slightly change the dismal picture. The key benefit to both citizens and corporate is reasonable charges. Delhi Quick Facts Population: 13,782,976 Area: 1,483 sq km Intake of Engineering Students per 1000 Population: 0.31 Internet Subscribers per 1000 Population: 47.17 Telephones per 1000 Population: 58.10 No. of PCs per 1000 Population: 154.9 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State Lowest Highest Score Score Score Top Strength Areas Applying for driving license 76.0 55.2 92.4 Application for PAN card 72.6 55.6 90.2 Vehicle registration Executing sale/ purchase of land/property Registration of land Top Pain Areas State transport services Municipal tax payment and information Filing of returns

71.2 69.8 69

56.4 51.2 54.2

88.8 86.6 89.4

62.8 65.2 65.4

42.8 53.6 56

84.6 89.6 91.4

Clearance of hypothecation for financed vehicles Education Employment exchange Judicial services

65.8 66 66 66

55.8 52.8 51.4 45

88.2 89 87.6 91.2

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

20


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State Score Lowest Highes Score t Score Top Strength Areas Clearance of hypothecation for financed 72.6 57.6 85.4 vehicles Vehicle registration 70.6 60 91.2 Income tax Department Filing of tax return 70.0 60.6 94.6 Sales tax/service tax 68.6 57.8 89.6 Business registrations 67.4 57.4 88.2 Top Pain Areas Incentives and grants 53.8 51 88.2 Suppliers provision- water and electricity 56.6 50 88.8 Income tax Department Filing of tax claims 57.4 57.4 94.4 Judicial services 58 48 88.8 Municipal tax payment and information 60 58.6 94 Quality and Availability of Services Quality of Service- Citizens Best Judiciary Worst Police and security Quality of Service- Corporates Best Power utility Worst Land property department Availability of Service- Citizens Best Agriculture Worst Police and security Availability of Service- Corporates Best Water utility Worst Municipal corporation

State Score

Lowest Score

Highest Score

79.4 68.2

52.4 42.4

93.2 88.4

84 70.6

50 60.8

94.8 92.4

State Score

Lowest Score

Highest Score

88.0 66.2

48 56.2

87.4 92.4

74.6 59.4

51.4 50.4

91.6 90.4

Lowest Score

Highest Score

49.2

87.2

46

84.6

Key Benefits State Score Key Benefits of E-Governance- Citizens Reasonable charges 78.2 Key Benefits of E-Governance- Corporates Reasonable charges 71.4

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

21


IT Vision To use E-Governance as a tool to deliver a government that is more pro-active and responsive. Ongoing projects • Web-based system for Registrar of Cooperative Societies • Automation of issue of driving license and registration certificate of vehicles • Tender notice information system & contract monitoring system • Web-based application status monitoring on net/by IVRS/by SMS • Employees Information System (EIS) of Education Department • Web-based Booking for community halls/parks • Computerization of sub-registrar office • Web-based Blood Banks Information System • Computerization of hospitals • Web-based information on pension disbursement

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

22


Gujarat Comment Gujarat ranks 3rd overall in terms of perceived improvement in delivery of government services through e-Governance programs. Gujarat shows impressive results in the area of citizen services, getting the highest scores for applying for driving license, e-initiatives related to the power utility, filing of returns, filing of claims and PAN card application. For corporate services also, IT activities are the strength areas along with power utility and passport. Police and security and judiciary are common pain areas. Maximum improvements are seen in the e-initiatives of the income tax department as far as quality and availability of services are concerned. The main e-governance benefit to citizens is the time taken for transactions. For businesses, the benefits are timely and accurate tax information and e-payments. Gujarat Quick Facts Population: 50,596,992 Area: 196,024 sq km Intake of Engineering Students per 1000 Population: 0.27 Internet Subscribers per 1000 Population: 3.86 Telephones per 1000 Population: 13.5 No. of PCs per 1000 Population: 19.5 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State score Lowest score Highest score Top Strength Areas Applying for driving license 92.4 55.2 92.4 Power utility service delivery and 92.4 46.4 92.4 support Filing of tax returns 91.4 56 91.4 Filing of tax claims 91 53.2 91 Application for PAN card 90.2 55.6 90.2 Top Pain Areas Police and security 71.2 41.2 90.2 Judicial services 75.8 45 91.2 Education 79.0 52.8 89 Employment exchange 80 51.4 87.6 Enquiry regarding ownership of land 81.2 49.8 83.6

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

23


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State score Lowest score Highest score Top Strength Areas IT Department Application for PAN card 90.4 58.2 95.6 IT Department Filing of tax return 90.4 60.6 94.4 IT Department Filing of tax claims 89.6 57.4 94.4 Power utility service delivery and support 90 45.6 92 Passport service 88 54.8 92.4 Top Pain Areas Police and security 60.0 48.6 85 Judicial services 64.6 48 88.8 Incentives and grants 72.6 51 88.2 Government tenders and contracts 76 52.6 88.8 Water utility service delivery and support 77.2 46.6 97.4 Quality and Availability of Services Quality of Service- Citizens Best IT Department Worst Police and security Quality of Service- Corporates Best Sales tax Worst Police and security Availability of Service- Citizens Best IT Department Worst Police and security Availability of Service- Corporates Best IT Department Worst Police and security

State score

Lowest score

Highest score

90.6 69.4

58.6 42.4

91.2 88.4

90.6 52

58 52

91.4 89.6

State score

Lowest score

Highest score

96 81

60 48

96 87.4

92.2 76

47.4 51.6

92.2 84.8

Lowest score

Highest score

45.2

89.4

48.2

91

41.1

90.8

Key Benefits State score Key Benefits of E-Governance- Citizens Time taken to complete transaction 88.8 Key Benefits of E-Governance- Corporates Timely and accurate tax information to 85.8 businesses E-payments 84.2

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

24


IT Vision Convenience and transparency with focus on citizens Ongoing projects • Gyanganga project and WLL Technologies • Computerization of DAT • Computerization of schools and MDM

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

25


Madhya Pradesh Comment Ranking 4th in terms of overall rankings, Madhya Pradesh is one the most impressive states as far as perceived improvement in delivery of government services through e-Governance initiatives go. The pain areas, for both corporate and citizen services are not really low as far as their scores go, except for police and security, which appears to be a serious concern. The state also offers several e-governance benefits. Here too, overall ease of dealing for citizens and ease of obtaining documents to conduct business abroad for corporate achieve the highest scores. The e-initiatives in the judiciary show the maximum improvements while the e-initiatives in police and security show the least improvement in terms of quality and availability of services for citizens. For corporate, the e-initiatives in the water utility show maximum improvements for quality of service and the e-initiatives in the land property department show maximum improvements for availability. Madhya Pradesh Quick Facts Population: 60,385,118 Area: 308,144 sq km Intake of Engineering Students per 1000 Population: 0.35 Internet Subscribers per 1000 Population: 1.48 Telephones per 1000 Population: 5.4 No. of PCs per 1000 Population: 5.7 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State score Lowest score Highest score Top Strength Areas Water utility service delivery and support 91.2 43.6 91.4 Municipal tax payment and information 89.6 53.6 89.6 Applying for birth/ death/ marriage certificate 89.6 50.4 89.6 Power utility service delivery and support 88.6 46.4 92.4 Filing of returns 87.8 56 91.4 Top Pain Areas Police and security 61.4 41.2 90.2 State transport services 78.6 42.8 84.6 Employment exchange 80.0 51.4 87.6 Passport services 82.2 49.8 95.2 Enquiry regarding ownership of land 82.2 49.8 83.6

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

26


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State Score Lowest Score Highest Score Top Strength Areas Income tax department filing of tax return 92.4 60.6 94.6 Registration of land 90.6 56.6 91.4 Executing sale/ purchase of land/property 90.4 58 93.6 Income tax Department Application of 89.6 58.2 94.4 PAN card Sales tax/service tax 89.6 57.8 89.6 Top Pain Areas Police and security 54.6 48.6 85 Judicial services 74.0 48 88.8 Passport services 79.0 54.8 92.4 Incentives and grants 81.4 51 88.2 Clearance of hypothecation 83.4 57.6 85.4 Quality and Availability of Services Quality of Service- Citizens Best Judiciary Worst Police and security Quality of Service- Corporates Best Water utility Worst Police and security

State Score

Lowest Score

Highest Score

93.2 55.4

52.4 42.4

93.2 88.4

94 65.4

50.2 52

96 89.6

Lowest Score

Highest Score

52.6 48

93.6 87.4

56.6 51.6

91.8 84.8

State Score Availability of Service- Citizens Best Judiciary 93.6 Worst Police and security 65 Availability of Service- Corporates Best Land property department 91.8 Worst Police and security 67.6 Key Benefits Key Benefits of E-Governance- Citizens Overall ease of dealing Key Benefits of E-Governance- Corporates E-payments Easy to obtain information and documents needed to conduct business abroad

State Score

Lowest Score

Highest Score

90.2

45

90.2

90.8 86.2

41.4 51

90.8 90.4

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

27


IT Vision The emphasis is on making government departments paperless and computerizing records. The State is planning to implement the development of a portal for integrated service delivery to all the citizens of the State through Internet. Ongoing projects • Smart card-based driving license and paperless transport offices • Mandi computerization to help farmers to maximize profit • Treasury: Online transaction of payments to and from the Government Projects to be rolled out • Portal for the State to provide 27 online services to citizens from 16 departments • Computerization of collectorates to provide online disposal of applications, cases, and requests submitted

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

28


Goa Comment Goa is one of the forerunners for e-Governance in the country, performing well in several services. Goa ranks 5th in the overall rankings of this survey. Water and power utilities are strength areas for citizen and corporate e-initiative services, while police and security, land registration are some common pain areas. Across both citizen and corporate services, e-initiatives in the water utility show the highest improvement for quality and availability of services, while e-initiatives in police and security show the least change in both quality and availability. The main e-governance benefit to citizens is transparency. Corporate benefits include monitoring and tracking applications, reduced number of tax forms and timely and accurate information to businesses. Goa Quick Facts Population: 1,343,998 Area: 3,702 sq km Intake of Engineering Students per 1000 Population: 0.55 Internet Subscribers per 1000 Population: 14.47 Telephones per 1000 Population: 45 No. of PCs per 1000 Population: 25.6 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State Lowest Highest Score Score Score Top Strength Areas Water utility service delivery and support 91.4 43.6 91.4 Power utility service delivery and support 91.2 46.4 92.4 Applying for birth/death/marriage certificate 85.2 50.4 89.6 Filing of tax claims 84.8 53.2 91 Education 84.8 52.8 89 Top Pain Areas Police and security 66.6 41.2 90.2 Judicial services 74.8 45 91.2 Vehicle registration 76.0 56.4 88.8 Registration of land 77.6 54.2 Agriculture 79.4 51.2 86.6

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

29


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State Score Lowest Score Highest Score Top Strength Areas Water utility service delivery and support 97.4 46.6 97.4 Municipal tax payment and information 94.0 58.6 94 Power utility service delivery and support 92.0 45.6 92 Business registrations 91.0 57.4 88.2 Sales tax/service tax 88.4 57.8 89.6 Top Pain Areas Registration of land 68.2 56.6 91.4 Police and security 68.6 48.6 85 Incentives and grants 71.2 51 88.2 Small business assistance 74.6 54.2 88.2 Government tenders and contracts 76 52.6 88.8 Quality and Availability of Services Quality of Service- Citizens Best Water utility Worst Police and security Quality of Service- Corporates Best Water utility Worst Police and security

State Score

Lowest Score

Highest Score

83.2 57.2

38.8 42.4

89.8 88.4

96 64.6

50.2 52

96 89.6

Availability of Service- Citizens Best Water utility Worst Police and security Availability of Service- Corporates Best Power utility Water utility Worst Police and security

State Score

Lowest Score

Highest Score

83.2 60.8

48.4 48

93.4 87.4

91.6 91.6 69

52.4 51.4 51.6

92.6 91.6 84.8

State Score

Lowest Score

Highest Score

47.6

88.6

44.6 49

95.2 94.2

48.2

91

Key Benefits Key Benefits of E-Governance- Citizens Transparency in operation decision 88.6 making Key Benefits of E-Governance- Corporates Monitoring and tracking of application 95.2 Reduced number of tax-related forms to 94.2 be filed by businesses Timely and accurate tax information to 91.0 businesses

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

30


IT Vision Prioritize total E-Governance and to use IT to smoothen the functioning of the Goa Government and increase efficiency in the administration, so that it is effective in imparting public service at its best. Ongoing projects • Digitization of land records: A database for centralization of information, easy access and ease of updation • Goa Net: A central hub for efficient flow of information, efficient interface between the Government and the citizens

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

31


Karnataka Comment The improvement in delivery of government services in the state of Karnataka through its eGovernance initiatives is perceived to be above average. Karnataka ranks 6th in the overall eGovernance rankings. However, the state is emerging as one of the foremost states in terms of the projects planned and being rolled out. In comparison with other states, services like state transport services and municipal tax appear to be strong in citizen services. Overall performance is better for citizenrelated services than for corporate. The e-initiatives of the income tax department show the maximum improvements in terms of quality and availability of services for citizen and corporate, while the e-initiatives in the land department and the municipal corporation show little improvement. Interestingly, e-initiatives in passport services show the most improvements in quality for corporate but the least improvement in availability for citizens. Karnataka Quick Facts Population: 52,733,958 Area: 191,791 sq km Intake of Engineering Students per 1000 Population: 0.90 Internet Subscribers per 1000 Population: 4.91 Telephones per 1000 Population: 12.84 No. of PCs per 1000 Population: 21.8 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State Score Lowest Highest Score Score Top Strength Areas Power utility service delivery and support 85.2 46.4 92.4 State transport services 84.6 45 84.6 Municipal tax payment and information 84.2 53.6 89.6 Education 83.6 52.8 89 Water utility service delivery and support 83.4 43.6 91.4 Top Pain Areas Enquiry regarding ownership of land 66.4 49.8 83.6 Registration of land 67.6 54.2 89.4 Agriculture 70.0 51.2 86.6 Applying for birth/death/marriage 70.8 50.4 89.6 certificate Police and security 73.4 41.2 90.2

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

32


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State Lowest Highest Score Score Score Top Strength Areas Income tax department filing of tax return 82.2 60.6 94.6 Income tax department Application of PAN card 82.2 58.2 94.4 Passport service 78.4 54.8 92.4 Small business assistance Business registration Top Pain Areas Income tax department arbitration and legal settlement Clearance of hypothecation for financed vehicles Enquiry regarding ownership of land Judicial services Incentives and grants

78 77.8

54.2 57.4

88.2 88.2

60.0 64.4 66.6 66.6 67.2

55 57.6 54.6 48

95.6 85.4 88.2 88.8

Quality and Availability of Services Quality of Service- Citizens Best Income tax department Worst Land department Quality of Service- Corporates Best Passport service Worst Land property department Availability of Service- Citizen Best IT Department Worst Passport service Availability of Service- Corporate Best IT Department Worst Municipal corporation

State Score

Lowest Score

Highest Score

81.4 69.6

58.6 56.2

91.2 87.2

78.4 70.6

60 60.8

94.2 92.4

State Score

Lowest Score

Highest Score

80.8 75.2

60 57.2

96 92.2

76 61.1

47.4 50.4

92.2 90.4

Key Benefits State Score Key Benefits of E-Governance- Citizens E-payments 78.6 Key Benefits of E-Governance- Corporates Reduces burden on businesses by making it easy to find, 75.0 understand and comply with laws and regulations at all levels of government Creates a secure business environment that facilitates and 74.8 supports cost-effective acquisition of goods and services by agencies

Lowest Score

Highest Score

37.8

88.6

48.8

89.6

50.6

87

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

33


IT Vision Taking IT to the common man Ongoing projects • Bangalore Development Authority has decided to deploy SAP solutions to automate and integrate its processes across various departments • Secretariat LAN: File monitoring system, letter monitoring system, personal information monitoring system, budget proposal monitoring system and court case monitoring system on LAN • Agriculture Department: Disseminates information to farmers • Computerization of agricultural marketing department, animal husbandry and fisheries department, commercial tax department, department of information technology and biotechnology, finance department, food and civil supplies department, forest department and many others

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

34


Maharashtra Comment As the scores for most parameters are above average, Maharashtra seems to be faring reasonably well in providing better government services to its citizens through its various e-Governance initiatives. Maharashtra ranks 7th in overall perceived improvement in delivery of government services through e-Governance initiatives. Strength areas for citizen activities are the income tax-related activities. Strength areas for corporate activities are also income tax services, license and permit renewals and vehicle registration. Pain areas for both citizen and corporate include police and security, judiciary and enquiry regarding ownership of land. The e-initiatives of the income tax department, predictably, show the maximum improvements in both quality and availability of services. However, unlike other states, Maharashtra shows great improvement in the e-initiatives for education services. Overall, citizens have benefited the most from e-governance in the areas of e-payment and monitoring and tracking of applications. Corporate benefits include a secure business environment and ease of obtaining information for conducting business abroad. Maharashtra Quick Facts Population: 96,752,247 Area: 307,713 sq km Intake of Engineering Students per 1000 Population: 0.51 Internet Subscribers per 1000 Population: 9.80 Telephones per 1000 Population: 16.95 No. of PCs per 1000 Population: 49.1 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State Lowest Score Highest Score Score Top Strength Areas Application for PAN card 82.2 55.6 90.2 Filing of tax returns 81.4 56 91.4 Filing of tax claims 80 53.2 91 Passport services 80 49.8 95.2 Health care 79.6 53.4 86 Top Pain Areas Police and security 64.4 41.2 90.2 Judicial services 65.4 45 91.2 Executing sale/ purchase of land/property 69.8 51.2 86.6 Enquiry regarding ownership of land 71.8 49.8 91.4 Power utility service delivery and support 71.8 46.4 92.4

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

35


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State Score Lowest Score Highest Score Top Strength Areas License and permits issue and renewals 80.6 51 86 Income tax department Filing of tax return 80 60.6 94.6 Vehicle registration 78.8 60 91.2 Income tax department Filing of tax claims 77.4 57.4 94.4 Income tax department Application for 77.2 58.2 94.4 PAN card Dealings with income tax department 77.2 55 95.6 Arbitration and legal settlement Top Pain Areas Police and security 62.8 48.6 85 Water utility service delivery and support 65.4 46.6 97.4 Judicial services 68 48 88.8 Enquiry regarding ownership of land 69.2 54.6 88.2 Suppliers provision Water and electricity 69.4 50 88.8 Quality and Availability of Services Quality of Service- Citizens Best Income tax department Worst Police and security Quality of Service- Corporates Best Income tax department Worst Police and security Availability of Service- Citizens Best Education Worst Police and security Availability of Service- Corporates Best Land property department Income tax department Worst Power utility

State Score

Lowest Score

Highest Score

83.6 65

58.6 4.4

91.2 88.4

82.6 64.2

60.6 52

91.4 89.6

State Score

Lowest Score

Highest Score

84.2 71.8

60 48

89.2 87.4

78

56.6

91.8

78 67.4

47.4 52.4

92.2 92.6

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

36


Key Benefits Key Benefits of E-Governance- Citizens E-payments Monitoring and tracking of application Key Benefits of E-Governance- Corporates E-governance creates secure business environment that will facilitate and support cost-effective acquisition of goods and services by agencies It has become easy to obtain information and documents needed to conduct business abroad

State Score

Lowest Score

Highest Score

81.8 80.8

37.8 41.8

88.6 87.8

81.4

50.6

87

80.0

51

90.4

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

37


Tamil Nadu Comment Ranked 7th for overall e-Governance improvements, Tamil Nadu shows reasonable improvements in perceived delivery of government services through its e-Governance initiatives. The state stands out for the improvements in the e-initiatives of the passport services for citizens and corporate, in both quality and availability of services. Other strength areas for citizen services are income tax activities and education, while the strong areas for corporate services are IT activities and sales/service tax. E-initiatives in land property and judiciary show little improvement from the point of view of quality and availability. The main e-governance benefit for citizens is e-payment, while for corporates it is the creation of a secure business environment for cost-effective acquisition of goods and services. Tamil Nadu Quick Facts Population: 62,110,839 Area: 130,058 sq km Intake of Engineering Students per 1000 Population: 1.45 Internet Subscribers per 1000 Population: 5.31 Telephones per 1000 Population: 15.85 No. of PCs per 1000 Population: 26.5 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State Score Lowest Score Highest Score Top Strength Areas Passport services 95.2 49.8 95.2 Application for PAN card 88.4 55.6 90.2 Education 87.4 52.8 89 Filing of tax returns 85.2 56 91.4 Filing of tax claims 82.4 53.2 91 Top Pain Areas Employment exchange 63.8 51.4 87.6 Enquiry regarding ownership of land 65.6 49.8 83.6 Executing sale/ purchase of 69.6 51.2 86.6 land/property Agriculture 70.6 51.2 86.6 State transport services 71 42.8 84.6

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

38


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State Lowest Highest Score Score Score Top Strength Areas Passport service 92.4 54.8 92.4 Income tax department application for PAN card 85.8 Income tax department filing of tax returns 85.4 60.6 94.6 Income tax department filing of tax claims 84.6 57.4 94.4 Sales tax/service tax 84.6 57.8 89.6 Top Pain Areas Incentives and grants 68.6 51 88.2 Suppliers Provision- water and electricity 69.2 50 88.8 License and permits- issue and renewals 69.4 51 86 Sale/purchase of land/property 70.8 58 93.6 Small business assistance 70.8 54.2 88.2 Quality and Availability of Services Quality of Service- Citizens Best Passport service Worst Judiciary Quality of Service- Corporates Best Passport service Worst Land property department

State Score

Lowest Score

Highest Score

91.6 66.2

54.6 52.4

91.8 93.2

91 68.6

60 60.8

94.2 92.4

State Score Availability of Service- Citizens Best Passport service 91.8 Worst Judiciary 69.6 Availability of Service- Corporates Best Passport service 91.2 Worst Judiciary 68.4

Lowest Score

Highest Score

57.2 52.6

92.2 93.6

58.6 46.6

93.6 90

Key Benefits State Score

Lowest Score

Highest Score

37.8

88.6

50.6

87

Key Benefits of E-Governance- Citizens E-payments 74.6 Key Benefits of E-Governance to Corporates Creates secure business environment that 77.4 will facilitate and support cost-effective acquisition of goods and services by agencies

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

39


Chhattisgarh Comment A relatively new state, Chhattisgarh's perceived improvements on account of its e-Governance initiatives are impressive in several areas. In terms of rankings, Chhattisgarh ranks 8th in overall ranking. The state has witnessed moderate improvements in delivery of government services by means of e-Governance initiatives. For services like education and vehicle registration for citizens and IT functions for corporate, it scores the highest among all states. Transport services like applying for driving license and vehicle registration fare high among the services for citizens, as do power utility, education and passport services. Besides income tax functions, land registration and passport services score high among the corporate services. Agriculture, land transactions and employment exchange are the pain areas for citizens while business registration, incentives and grants and tenders and contracts are some of the pain areas for corporate services. Police and security is a concern area across the board. Citizens as well as corporates are benefited by e-governance services in the area of monitoring and tracking applications. Corporate benefits also include ease of dealing and e-payments. E-initiatives in education and passport services show considerable improvements for quality and e-initiatives in passport services show improvements for availability of services. E-initiatives in police and security are, once again, the concern area for quality and availability of service. Chhattisgarh Quick Facts Population: 20,795,956 Area: 135,194 sq km Intake of Engineering Students per 1000 Population: 0.23 Internet Subscribers per 1000 Population: 0.45 Telephones per 1000 Population: 1.80 No. of PCs per 1000 Population: 1.8 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State Score Lowest Score Highest Score Top Strength Areas Applying for driving license 89.8 55.2 92.4 Power utility service delivery and support 89.4 46.4 92.4 Education 89.0 52.8 89.0 Vehicle registration 88.8 56.4 88.8 Passport services 86.8 49.8 95.2 Top Pain Areas Police and security 56.4 41.2 90.2 Employment exchange 66.2 51.4 87.6 Agriculture 68.0 51.2 86.6 Executing sale/ purchase of land/property 71.6 51.2 86.6 Registration of land 74.8 54.2 89.4

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

40


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State Score Lowest Score Highest Score Top Strength Areas Income tax department Filing of tax returns 94.6 60.6 94.6 Income tax department Filing for tax claims Income tax department application for PAN card Passport service Registration of land Top Pain Areas Police and security Incentives and grants Business registrations Government tenders and contracts Clearance of hypothecation for financed vehicles

94.4 94.4

57.4 58.2

94.4 94.4

91.6 91.4

54.8 56.5

92.4 91.4

51.0

48.6

85.0

55.0 80.0 81.2 85.0

51.0 57.4 52.6 57.6

88.2 88.2 88.8 85.4

Quality and Availability of Services State Score Quality of Service- Citizens Best Education 82.0 Worst Police and security 62.6 Quality of Service- Corporates Best Passport service 94.2 Worst Police and security 55.2 State Score Availability of Service- Citizens Best Passport service 82.2 Worst Police and security 64.2 Availability of Service- Corporates Best Passport service 93.6 Worst Police and security 73.0

Lowest Score

Highest Score

58.2 52.8

88.4 88.4

60.0 52.0

94.2 89.6

Lowest Score

Highest Score

57.2 54.2

92.2 81.0

58.6 51.6

93.6 84.8

Key Benefits State Score Key Benefits of E-Governance- Citizens Monitoring and tracking of application 87.8 Key Benefits of E-Governance- Corporates Overall ease of dealing 87.2 E-payments 87.0 Monitoring and tracking of applications 87.0

Lowest Score

Highest Score

41.8

87.8

49.4 41.4 44.6

91 90.8 95.2

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

41


IT Vision To make the functioning of the government more responsive and transparent for the benefit of the citizens. Ongoing projects • Computerization of land records • File monitoring system • Janshikayat: Web-based complaint registration and monitoring system • Monitoring systems for grievances, requests received by CM's office and house • Epidemic/Immunity/Gradation list monitoring for Health department • Agmark monitoring • Financial Management Information System (FMIS) for departmental expenditure • e-Kosh treasury project • e-Panchayat Project: Panchayat Computerization in Chhattisgarh State • JUSIS: Judicial Statistical Information System

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

42


Andhra Pradesh Comment Though Andhra Pradesh scores high on most measures for delivery of government services through e-Governance initiatives to both citizens and corporates, the state has scored exceptionally high on perceived improvement in providing services to businesses. In terms of rankings from this survey, Andhra Pradesh scores 8th in terms of overall ranking. The state scored the highest among the 18 states surveyed on several government services such as small business assistance, tenders and contracts, financial assistance to industries, sale and purchase of land, and income tax arbitration and legal settlement. Unlike most states, the delivery of judicial services is perceived as an area that has improved through e-initiatives for citizens, in terms of both quality and availability of service. Andhra Pradesh Quick Facts Population: 75,727,541 Area: 275,068 sq km Intake of Engineering Students per 1000 Population: 1.14 Internet Subscribers per 1000 Population: 2.89 Telephones per 1000 Population: 9.92 No. of PCs per 1000 Population: 11.3 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State Score Lowest Score Highest Score Top Strength Areas Judicial services 80.8 45.0 91.2 Water utility service delivery and support 77.0 43.6 91.4 Power utility service delivery and support 75.6 46.4 92.4 Vehicle registration 74.8 56.4 88.8 Agriculture 72.8 51.2 86.6 Top Pain Areas State transport services availability and 63.4 42.8 84.6 quality Enquiry regarding ownership of land 63.8 49.8 83.6 Filing of property tax returns 65.8 56.0 91.4 Registration of land 66.6 54.2 89.4 Applying for birth/death/marriage 66.6 50.4 89.6 certificate

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

43


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State Score Lowest Score Highest Score Top Strength Areas Dealings with income tax department Arbitration 95.6 55 95.6 and legal settlement Applying for a obtaining financial assistance 94.2 51.6 94.2 Executing sale/ purchase of land/property 93.6 58 93.6 Water utility service delivery and support Vehicle registrations

92.4 91.2 Top Pain Areas Business registration 81.0 Municipal tax payment and information 82.8 Income tax department- Application for PAN 84.2 card Clearance of hypothecation for financed vehicles 84.4 Income tax department - Filing of tax returns 85.6 Quality and Availability of Services State Score Quality of Service - Citizens Best Judiciary 84.6 Worst Land department 65.2 Quality of Service - Corporates Best Power utility Water 92.6 utility 92.6 Worst Municipal corporation 84.0 State Score Availability of Service - Citizens Best Judiciary 75.4 Worst Municipal corporation 55.8 Availability of Service - Corporates Best Power utility 92.6 Worst Municipal Corporation 79.4

46.6 60

97.4 91.2

57.4 58.6 58.2

88.2 94 94.4

57.6 60.6

85.4 94.6

Lowest Score

Highest Score

56.2 52.4

87.2 93.0

50.0 50.0 51.4

94.8 96.0 91.6

Lowest Score

Highest Score

52.6 56.6

93.6 93.6

52.4 59.4

92.6 90.4

Key Benefits State Score Key Benefits of E-Governance to Citizens Overall better rules, procedures, regulations 79.2 Key Benefits of E-Governance to Corporates Monitoring and tracking of applications 87.6 Timely and accurate tax information to 87.4 businesses Transparency in operation and decision 87.0 making

Lowest Score

Highest Score

46.4

87.8

44.6 46.2

95.2 91.0

46.0

87.0

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

44


IT Vision The Andhra Pradesh Government's 3rd ICT Policy (2005-2010) aspires to • transform the State into a knowledge society • make available the benefits of IT to all citizens, especially those in rural areas and living in poverty • become a leading destination for investments in ICT and play a major role in the information economy The State will leverage ICT for achieving an info-age government that is inclusive, networked, fast, open, accountable, globally benchmarked, and efficient. Ongoing projects e-Seva: Government-to-Citizen initiative for citizen centric services Jawahar Knowledge Centres: For soft skill and personality development of engineers CARD (Computer Aided Administration of Registration Department): For quick document registration Projects to be rolled out Rajiv Internet Village Programme: For access to information in rural areas AP Broadband Network: To create affordable broadband access in rural areas

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

45


Uttar Pradesh Comment Uttar Pradesh scored an overall rank of 9. The state has witnessed moderate improvements in delivery of government services on account of e-Governance initiatives. Besides filing of income tax returns, UP does well in perceived improvements in state transport services and healthcare services for citizens. All processes related to land — sale, purchase, registration, enquiry regarding ownership — are however pain areas. For corporates, income tax dept procedures, sales and service tax and water utility emerged strength areas. In terms of quality and availability, the functioning of the income tax department shows maximum improvements in its e-initiatives for citizens while the e-initiatives by the sales tax department show maximum improvements for corporate. E-governance has benefited corporate entities by reducing the number of tax forms to file and making it easy to understand and comply with legislation. Uttar Pradesh Quick Facts Population: 166,052,859 Area: 238,566 sq km Intake of Engineering Students per 1000 Population: 0.18 Internet Subscribers per 1000 Population: 0.72 Telephones per 1000 Population: 4.33 No. of PCs per 1000 Population: 1.4 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State Score Lowest Score Highest Score Top Strength Areas Filing of tax returns 82.6 56 91.4 State transport services 81.4 42.8 84.6 Health care 80.8 53.4 86 Water utility service delivery and support 80 43.6 91.4 Power utility service delivery and support 80 46.4 92.4 Application for PAN card 80 55.6 90.2 Top Pain Areas Registration of land 73.4 54.2 89.4 Enquiry regarding ownership of land 73.8 49.8 83.6 Executing sale/ purchase of land/property 75.2 51.2 86.6 Municipal tax payment and information 75.6 53.6 89.6

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

46


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State Score Lowest Score Highest Score Top Strength Areas IT department filing of tax return 81.4 60.6 94.6 Sales tax/service tax 81.4 57.8 89.6 Water utility service delivery and support 80.6 46.6 97.4 Income tax department filing of tax claims 79.4 57.4 94.4 Income tax department application for PAN 79.4 58.2 94.4 card Top Pain Areas Police and security 71.2 48.6 85 Executing sale/ purchase of land/property 73.0 58 93.6 Registration of land 73.4 56.6 91.4 Financial assistance 71.2 51.6 94.2 Judicial services 74 48 88.8 Quality and Availability of Services State Score Quality of Service- Citizens Best Income tax department 81.8 Worst Police and security 72.8 Quality of Service- Corporates Best Sales tax 84.2 Worst Police and security 70.8 State Score Availability of Service- Citizens Best IT department 81 Power utility 81 Worst Land department 68 Availability of Service- Corporates Best Sales tax 82.2 Worst Police and security 68.6

Lowest Score

Highest Score

58.6 42.4

91.2 88.4

58 52

91.4 89.6

Lowest Score

Highest Score

60 50.6 57.4

96 94.6 91.2

52.6 51.6

91.2 84.8

Key Benefits Key Benefits of E-Governance- Citizens Overall rules, procedure, regulation Key Benefits of E-Governance- Corporates Reduced number of tax-related forms that business must file Reduces burden on business by making it easy to find, understand and comply with rules and regulations

State Score

Lowest Score

Highest Score

66.4

46.4

87.6

80.6

49

94.2

80.6

48.8

89.6

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

47


IT Vision To use ICT as a means of rural empowerment, employment and effective service delivery in the belief that high quality and effective public services are a vital part of any modern state. Ongoing projects • State Treasuries • Computerization of land records and release of document of right through internet • Lokvani – A public grievance redressal system • Public information kiosks in districts Projects to be rolled out • Stamp and Registration - all departments • E-Suvidha on the lines of E-Seva at Lucknow • Computer literacy in rural areas • File tracking system • Back office digitization of various government offices

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

48


Uttaranchal Comment Uttaranchal was ranked 10th overall. Uttaranchal's perceived improvements on account of e-Governance initiatives are uniformly average, with even the scores of strength areas like state transport, healthcare and water utility for citizen services hovering around a mere 60 points. Judicial services are a pain area for both citizens and corporates. Income tax dept functioning and financial assistance for small-scale entrepreneurs are the strength areas in terms of services rendered to corporates. Unlike other states, e-initiatives by the municipal corporations show maximum perceived improvements in terms of quality and availability of services for corporate respondents. The einitiatives by the income tax department show maximum improvement in the quality of services for citizens, while e-initiatives in state transport show the most improvements in availability of services for citizens. The key benefit to corporates is the ease of getting documents to conduct overseas business and for citizens the key benefit is in the overall clarity in rules, procedures and regulations. Uttaranchal Quick facts Population: 8,479,562 Area: 53,566 sq km Intake of Engineering Students per 1000 Population: 0.29 Internet Subscribers per 1000 Population: 2.34 Telephones per 1000 Population: 6.09 No. of PCs per 1000 Population: 1.8 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State Score Lowest Score Highest Score Top Strength Areas State transport services 61.4 42.8 84.6 Health care 60.8 53.4 86 Water utility service delivery and support 59.6 43.6 91.4 Application for PAN card 59.6 55.6 90.2 Agriculture 59.4 51.2 86.6 Top Pain Areas Judicial service 45.0 45 91.2 Passport services 49.8 49.8 95.2 Enquiry regarding ownership of land 49.8 49.8 83.6 Applying for birth/death/marriage 50.4 50.4 89.6 certificate Executing sale/ purchase of land/property 51.2 51.2 86.6

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

49


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State Score Lowest Score Highest Score Top Strength Areas Financial assistance 70.6 51.6 94.2 Income tax department application for PAN card 68.0 58.2 94.4 Income tax department Filing of tax claims 67.4 57.4 94.4 Income tax department Filing of tax returns 66.6 60.6 94.6 Clearance of hypothecation for financed vehicles 63.6 57.6 85.4 Top Pain Areas Judicial service 48.0 48 88.8 Police and security 48.6 48 85 Suppliers provision- Water and electricity 50.0 50 88.8 Incentives and grants 51 51 88.2 Enquiry regarding ownership of land 54.6 54.6 88.2 Quality and Availability of Services State Score Quality of Service- Citizens Best Income tax department 64.4 Worst Education 54 Quality of Service- Corporates Best Municipal corporation 66.6 Worst Transport/RTO 60 Police and security 60 State score Availability of Service- Citizens Best State transport 68.4 Worst Land department 57.4 Availability of Service- Corporates Best Municipal 64 corporation Worst Income tax 47.4 department

Lowest Score

Highest Score

58.6 54

91.2 88.4

51.4 58 52

91.6 91.8 89.6

Lowest score

Highest score

55.6 57.4

90.4 91.2

50.4

90.4

47.4

92.2

Key Benefits State Score Key Benefits of E-Governance- Citizens Overall rules, procedures, regulation 65.4 Key Benefits of E-Governance- Corporates Ease of obtaining information and 68.6 documents needed to conduct business abroad

Lowest Score

Highest Score

46.4

87.6

51

90.4

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

50


IT Vision • Rationalization of the role of the state bureaucracy to focus on critical areas • Enhance the effectiveness, transparency and accountability in the processes of the state government • Use of IT tools for better delivery of development services to the people Ongoing and proposed projects • Education: Aiming for universal computer literacy, focus on hardware installation in colleges and imparting training to master trainers. • Infrastructure: A Wide Area Network (WAN) is proposed to be established for connectivity across the state.

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

51


Haryana Comment Haryana was ranked 11th overall. Haryana is an unusual state in the sense that it has agriculture as it foremost-perceived strength area in terms of citizen services. Sales tax, healthcare, PAN card application and power are other strength areas for citizen activities. Municipal tax and judiciary are pain areas. Haryana does not fare well in terms of corporate e-governance services, with small business assistance and clearance of hypothecation as the main problem areas. The quality of e-initiatives from the water utility for citizens shows maximum improvements but little improvement in availability. The main e–governance benefit to citizens is monitoring and tracking of applications, and for corporates it is the time taken to complete transactions and epayments. Haryana Quick Facts Population: 21,082,989 Area: 44,212 sq km Intake of Engineering Students per 1000 Population: 0.61 Internet Subscribers per 1000 Population: 0.81 Telephones per 1000 Population: 11.4 No. of PCs per 1000 Population: 11.6 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State Score Lowest Score Highest Score Top Strength Areas Agriculture 80.0 51.2 86.6 Health care 75.0 53.4 86 Application for PAN card 72.6 55.6 90.2 Power utility service delivery and support 72.6 46.4 92.4 Applying for driving license 72 55.2 92.4 Top Pain Areas Municipal tax payment and information 59.0 53.6 89.6 Judicial services 59.0 45 91.2 Employment exchange 61.0 51.4 87.6 Passport services 61.8 49.8 95.2 Applying for birth/death/marriage certificate 63 50.4 89.6

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

52


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State score Lowest score Highest score Top Strength Areas Sales tax/ Service tax 71.8 57.8 89.6 Income tax department Filing of tax return 71.8 60.6 94.6 Executing sale/ purchase of land/property 71.8 58 93.6 Incentives and grants 70.6 51 88.2 Dealings with income tax department Arbitration 70 55 95.6 and legal settlement Top Pain Areas Small business assistance 54.2 54.2 88.2 Clearance of hypothecation for financed vehicles 57.6 57.6 85.4 Judicial services 61.2 48 88.8 Police and security 62.4 48.6 85 Passport service 62.4 54.8 92.4 Quality and Availability of Services State score Quality of Service- Citizens Best Water utility 82.6 Worst Agriculture 60 Quality of Service- Corporates Best Transport/RTO 80 Worst Judiciary 70.6 Availability of Service- Citizens Best Power utility Worst Water utility Availability of Service- Corporates Best Police and security Worst Sales tax

Lowest score

Highest score

38.8 53

89.8 90.6

58 46.6

91.8 91.4

State score

Lowest score

Highest score

75.4 60

50.6 48.4

94.6 93.4

76.2 55.2

51.6 52.6

84.8 91.2

Key Benefits Key Benefits of E-Governance- Citizens Monitoring and tracking of application Key Benefits of E-Governance- Corporates Time taken to complete transaction E-payments

State score

Lowest score

Highes t score

75.4

41.8

87.8

81.2 78.6

43.8 41.4

89.6 90.8

IT Vision Transparency and improved productivity IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

53


West Bengal Comment West Bengal was ranked 11th overall. The state has shown only marginal perceived improvement in delivery of government services as a result of its e-Governance initiatives. The strength areas in terms of citizen services are payment of municipal taxes followed by income tax dept services. For corporates the strength areas are also income tax department activities like filing of tax returns, PAN card applications as well as financial assistance. Educational services remain a pain area for citizens as do police and security and judicial services for corporates. E-initiatives by the water utilities show the most improvements in terms of quality of service for citizen respondents while e-initiatives by the power utilities show the most improvements in terms of availability of service for citizens. E-initiatives in transport services show the least improvements in quality while the impact of e-initiatives on improvement of judicial services shows the least improvements in availability. Citizen benefits include improvements in terms of e-payments while business benefits include better access to information. West Bengal Quick Facts Population: 80,221,171 Area: 88,752 sq km Intake of Engineering Students per 1000 Population: 0.19 Internet Subscribers per 1000 Population: 1.78 Telephones per 1000 Population: 6.79 No. of PCs per 1000 Population: 11.0 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State Score Lowest Score Highest Score Top Strength Areas Municipal tax payment and information 79.0 53.6 89.6 Filing of tax returns 77.8 56 91.4 Application for PAN card 76.4 55.6 90.2 Filing of tax claims 74.8 53.2 91 Clearance of hypothecation for financed 74.2 55.8 88.2 vehicles Top Pain Areas Education 64.2 52.8 89 Applying for driving license 64.4 55.2 92.4 Vehicle registration 66.8 56.4 88.8 Healthcare 67 53.4 86 State transport services 67.4 42.8 84.6

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

54


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State Score Lowest Score Highest Score Top Strength Areas Income tax department filing of tax return 82.6 60.6 94.6 Income tax dept application for PAN card 80.8 58.2 94.4 Financial assistance 77.2 51.6 94.2 Business registration 76.4 57.4 88.2 Power utility service delivery and support 76 45.6 92 Top Pain Areas Police and security 67.0 48.6 85 Judicial services 67.0 48 88.8 Dealings with income tax department 67.6 55 95.6 Arbitration and legal settlement Registration of land 68 56.6 91.4 Licenses and permits issue and renewal 68.6 51 86 Quality and Availability of Services State Score Quality of Service- Citizens Best Water utility 77.6 Worst Transport/RTO 55 Quality of Service- Corporates Best Income tax department 82 Worst Judiciary 46.6 State Score Availability of Service- Citizens Best Power utility 85 Worst Transport/RTO 52.8 Availability of Service- Corporates Best Passport service 78.4 Worst Judiciary 46.6

Lowest Score

Highest Score

38.8 55

89.8 82

60.6 46.6

91.4 90

Lowest Score

Highest Score

50.6 52.8

94.6 92

58.6 46.6

93.6 90

Key Benefits State Score Key Benefits of E-Governance- Citizens E-payments 66.4 Key Benefits of E-Governance- Corporates Easy to obtain information and 81.4 documents needed to conduct business abroad Timely and accurate tax 76.0 information to businesses

Lowest Score

Highest Score

37.8

88.6

51

90.4

48.2

91

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

55


IT Vision Technology has no meaning, unless the benefits of technology percolate down to the masses. IT has immense potential to add value to the life of common people. Therefore, transparent accessibility between the government and the people is of prime importance. Current projects • Extension of SWAN up to Gram Panchayat level with Burdwan as pilot district • Telemedicine project • Transport Department – roll out of smart card based driving license and registration • Police computerization for criminal tracking • Computerization of consumer courts • Computerization of all the treasury offices for the entire state • Computerization of commercial Tax Directorate Projects to be rolled out • Expansion of WBSWAN • Master value Monitoring Registrar preparation System(MVMR) for online registering of properties • Computerization of block level offices

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

56


Himachal Pradesh Comment Himachal Pradesh was ranked 11th overall. It showed marginal perceived improvements in delivery of government services as a result of e-Governance initiatives. Unlike most other states, the strength areas for both corporate and citizen services are in the areas of land acquisition and sale, registration and ownership enquiries. However, the scores in these areas are very low. Police and security and water and power utilities are pain areas. E-initiatives in the land department show the maximum improvements for quality and availability of services for citizens. E-initiatives in income tax and education also show considerable improvements. E-initiatives in transport show the most improvement for quality and availability of corporate services while e-initiatives in the power department show little improvements for quality and e-initiatives in the water department show little improvement for availability of corporate services. The e-governance benefit to businesses is perceived to be in terms of clarity of overall rules, procedures and regulations. There are no perceptible benefits to citizens. Himachal Pradesh Quick Facts Population: 6,077,248 Area: 55,673 sq km Intake of Engineering Students per 1000 Population: 0.16 Internet Subscribers per 1000 Population: 1.05 Telephones per 1000 Population: 13.47 No. of PCs per 1000 Population: 1.8 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State Score Lowest Score Highest Score Top Strength Areas Executing sale/ purchase of land/property 60.4 51.2 86.6 Registration of land 60.4 54.2 89.4 Enquiry regarding ownership of land 60.4 49.8 83.6 Filing of tax claims 60.4 53.2 91 Application for PAN card 60.4 55.6 90.2 Education 60.4 52.8 89 Top Pain Areas Water utility service delivery and support 45.4 43.6 91.4 Police and security 52.8 41.2 90.2 Power utility service delivery and support 53.8 46.4 92.4 Health care 56.4 53.4 86

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

57


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State Score Lowest Score Highest Score Top Strength Areas Enquiry regarding ownership of land 63.4 54.6 88.2 Registration of land 62.6 56.6 91.4 Vehicle registration 62.6 60 91.2 Sale/purchase of land/property 62 58 93.6 Clearance of hypothecation for financed 61.4 57.6 85.4 vehicles Top Pain Areas Water utility service delivery and support 46.6 46.6 97.4 Suppliers Provision- Water and electricity 53.4 50 88.8 License and permits- Issue and renewals 54.2 51 86 Power utility service delivery and support 54 45.6 92 Incentives and grants 55.6 51 88.2 Quality and Availability of Services Quality of Service- Citizens Best Land department Income tax department Education Worst Water utility Quality of Service- Corporates Best Transport/RTO Worst Power utility Availability of Service- Citizens Best Land department Income tax department Agriculture Passport service Education Worst Water utility Availability of Service- Corporates Best Transport/RTO Land property department Worst Water utility

State Score

Lowest Score

Highest Score

60 60 60 46.6

56.2 58.6 54 38.8

87.2 91.2 88.4 89.8

62 52.6

58 50

91.8 94.8

State Score

Lowest Score

Highest Score

60 60 60 60 60 48.4

57.4 60 56.2 57.2 60 48.4

91.2 96 92.4 92.2 89.2 93.4

62 62 51.4

52 56.6 51.4

88.8 91.8 91.6

Key Benefits State Score Key Benefits of E-Governance- Corporates Overall rules, procedures, 60.6 regulations

Lowest Score

Highest Score

49.8

88.4

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

58


IT Vision To introduce transparency in the government functioning and to give better, friendlier, speedier, and efficient services to the citizen on a single window. Ongoing projects • LokMitra Project: Government to Citizen Interface to provide various services to the people living in rural areas at their doorsteps like grievance redressal, queries, downloadable forms, details of development schemes, etc • Web-based Electoral Rolls • Web-enabled Hotels Reservation System software • Publishing of School Board Examination Results • PEHAL- E-governance centers established in various districts of HP where activities related to Vehicle Registration, Driving License, Registration of Land Deeds, Arms License, Land Records Copy, and Passport Form Collection have been taken up.

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

59


Punjab Comment Punjab was ranked 12th overall. It scored poorly as far as perceived improvements in delivery of government services through e-Governance initiatives is concerned. The e-Governance initiatives of the state’s transport department showed maximum perceived improvement for quality of service while e-Governance initiatives in the water and power utilities sectors showed little improvement in terms of quality. Perceived improvement in the availability and reliability of police and security services due to their e-Governance initiatives also emerged to be a low scoring area. Businesses have benefited from e-Governance initiatives however, since it has created a secure business environment that supports cost-effective acquisition of raw materials, goods and services. However, there are no major perceived benefits to citizens at this stage. But with the state government rolling out several large-scale projects, the e-Governance scenario in Punjab is set to change over the next few years. Punjab Quick Facts Population: 24,289,296 Area: 50,362 sq km Intake of Engineering Students per 1000 Population: 0.61 Internet Subscribers per 1000 Population: 2.88 Telephones per 1000 Population: 24.29 No. of PCs per 1000 Population: 11.2 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State Lowest Score Highest Score Score Top Strength Areas Vehicle registration 69.6 56.4 88.8 Executing sale/ purchase of land/property 66.6 51.2 86.6 Registration of land 65.8 54.2 89.4 Enquiry regarding ownership of land 64.8 49.8 83.6 Education 61.6 52.8 89 Top Pain Areas Police and security 41.2 41.2 90.2 State transport services 42.8 42.8 84.6 Water utility service delivery and support 43.6 43.6 91.4 Power utility service delivery and support 46.4 46.4 92.4 Applying for birth/death/marriage 51.2 50.4 89.6 certificate

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

60


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State Score Lowest Score Highest Score Top Strength Areas Enquiry regarding ownership of land 72.2 54.6 88.2 Vehicle registration 70.6 60 91.2 Executing sale/ purchase of land/property 69.0 58 93.6 Registration of land 65.8 56.6 91.4 Income tax department filing of tax return 64.4 60.6 94.6 Top Pain Areas Power utility service delivery and support 45.6 45.6 92 Water utility service delivery and support 48.0 46.6 97.4 Police and security Supplier provision water and electricity Financial assistance

50.4 51.4 51.6

48.6 50 51.6

85 88.8 94.2

Quality and Availability of Services Quality of Service- Citizen Best Transport/RTO Worst Water utility Quality of Service- Corporate Best Transport/RTO Worst Power utility Availability of Service- Citizens Best Income tax department Worst Police and security Availability of Service- Corporates Best Land property department Worst Water utility Police and security

State Score

Lowest Score

Highest Score

58.8 38.8

55 38.8

82 89.8

66.6 50

58 50

91.8 94.8

State Score

Lowest Score

Highest Score

62 48

60 48

96 87.4

66.6

56.6

91.8

59.6 59.6

51.4 51.6

91.6 84.8

Key Benefits State Score Key Benefits of E-Governance- Corporates Creates a secure 51.6 business environment that facilitates and supports cost-effective acquisition of goods and services by agencies

Lowest Score

Highest Score

50.6

87

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

61


IT Vision To improve the quality of service to the citizens through transparency and better turn around time, avoid inordinate delays in processes and have accurate and standardized documents and records. Ongoing projects • SUWIDHA (Single User-friendly Window Disposal and Helpline for Applicants): Initiative of the Deputy Commissioner’s office to provide efficient and affordable services to the citizens • SARATHI & VAHAN Pilot: For streamlining non-commercial aspects of transportation services such as vehicle registration, driving license issue, etc. • Computerization of Land Records – e-Patwari centre • Pilot Computerization of Registration of Property and Land • Computerization of Excise & Taxation – VAT model • Compulsory ICT Education in Government schools for class 6th to 12th: First phase to cover 1306 Schools (7.5 lakh students) Projects to be rolled out • Punjab Wide Area Network (PaWAN): Comprehensive state-wide broadband network for the entire state up to village level • Replication of Computerization of land records in all districts • Replication of Computerization of registration of property and land in all districts • Compulsory ICT Education in Government Schools for class 6th to 12th – Second and third phase to cover 1572 Schools (5 lakh students) • National e-Governance Plan (NeGP): Capacity building, state-wide area network, mission mode projects, common service centres (CSCs) • Creation of Citizen Database & Multi-service Card for District Fatehgarh Sahib on pilot basis

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

62


Orissa Comment Orissa was ranked 13th overall. It is an average state as far as perceived improvements in delivery of government services through e-Governance initiatives is concerned. Strength areas perceived by common citizens are in the areas of passport services, power utility billing and payment and income tax services like PAN card application, and filing of tax returns and claims. Income tax services and passport services are perceived strongly by corporates as well. Police and security services and vehicle registrations are pain areas for both citizens and corporates. The e-Governance initiatives of the income tax department show improvements in quality and availability of services for citizens and corporates, while the improvements in the quality and availability as a result of e-initiatives undertaken by the police and security agencies is low. E-payments are a visible benefit to citizens while businesses benefit from e-governance due to easy access to information and reduced effort in understanding and complying with regulations. Orissa Quick Facts Population: 36,706,920 Area: 155,707 sq km Intake of Engineering Students per 1000 Population: 0.08 Internet Subscribers per 1000 Population: 0.61 Telephones per 1000 Population: 4.10 No. of PCs per 1000 Population: 0.8 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State score Lowest score Highest score Top Strength Areas Passport services 81.6 49.8 95.2 Power utility service delivery and 81.4 46.4 92.4 support Application for PAN card 81.4 55.6 90.2 Filing of tax returns 80.6 56 91.4 Filing of tax claims 78.8 53.2 91 Top Pain Areas Clearance of hypothecation for 61.2 55.8 88.2 financed vehicle Police and security 62.0 41.2 90.2 Vehicle registration 62.2 56.4 88.8 Applying for birth/death/marriage 62.8 50.4 89.6 certificate

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

63


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State score Lowest score Highest score Top Strength Areas Income tax department filing of tax return 82.6 60.6 94.6 Income tax department filing of tax claims 82.2 57.4 94.4 Passport service 82.2 54.8 92.4 Financial assistance Government tenders and contracts Top Pain Areas Incentives and grants Police and security Clearance of hypothecation for financed vehicles Water utility service delivery and support Vehicle registration

81.4 80.8

51.6 52.6

94.2 88.8

60 61.4 62.2

51 48.6 57.6

88.2 85 85.4

62.8 63

46.6 60

97.4 91.2

Quality and Availability of Services Quality of Service- Citizens Best Income tax department Worst Agriculture Quality of Service- Corporates Best Income tax department Sales tax Passport service Worst Transport/RTO Availability of Service- Citizens Best Income tax department Worst Police and security Availability of Service- Corporates Best Income tax department Worst Transport/RTO Police and security

State score

Lowest score

Highest score

81.8 60

58.6 53

91.2 90.6

80 80 80 58

60.6 58 60 58

91.4 91.4 94.2 91.8

State score

Lowest score

Highest score

82.8 56.6

60 48

96 87.4

79.4 56 56

47.4 52 51.6

92.2 88.8 84.8

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

64


Key Benefits State score Key Benefits of E-Governance- Citizens E-payments 68.6 Key Benefits of E-Governance - Corporates E-governance reduces the burden on 79.2 business by making it easy to find, understand and comply with relevant laws and regulations at all levels of government It has become easy to obtain information 77.8 and documents needed to conduct business abroad

Lowest score

Highest score

37.8

88.6

48.8

89.6

51

90.4

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

65


Rajasthan Comment Rajasthan ranked 14th (lowest among the 18 states studied) overall is a poor state as far as perceived improvements in the delivery of government services through e-Governance projects is concerned. In general, passport services and income tax functions appear to be strength areas while police and security and judiciary are concern areas. For citizen services, healthcare, applying for birth/death/marriage certificates and educational services are also pain areas, though educational services score high for availability. The main benefit perceived by citizens is in terms of availability of information on government rules, regulations and procedures. The important benefits perceived by corporates are in terms of easier availability of information regarding procedures to conduct overseas business. Rajasthan Quick Facts Population: 56,473,122 Area: 342,236 sq km Intake of Engineering Students per 1000 Population: 0.28 Internet Subscribers per 1000 Population: 2.15 Telephones per 1000 Population: 6.53 No. of PCs per 1000 Population: 2.9 Delivery/Facilitation of Service Delivery through e-Governance Projects- Citizens Government services State Score Lowest Score Highest Score Top Strength Areas Application for PAN card 73 55.6 90.2 Filing of tax claims 68.6 53.2 91 Clearance of hypothecation for financed 67.4 55.8 88.2 vehicles Passport services 65.8 49.8 95.2 Power utility service delivery and support 65.4 46.4 92.4 Top Pain Areas Police and security 57.0 41.2 90.2 Health care 58.0 53.4 86 Judicial services 59.0 45 91.2 Applying for birth/death/marriage 59.4 50.4 89.6 certificate Education 59.6 52.8 89

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

66


Delivery/Facilitation of Service Delivery through e-Governance Projects- Corporates Government services State Score Lowest Score Highest Score Top Strength Areas Passport service 76.6 54.8 92.4 Income tax department application of PAN 73.8 58.2 94.4 card Dealings with income tax department 73.8 55 95.5 Arbitration and legal settlement Business registrations 72.2 57.4 88.2 Top Pain Areas Police and security 55.6 48.6 85 Water utility service delivery and support 57.2 46.6 97.4 Municipal tax payment and information 58.6 58.6 94 Judicial services 60.8 48 88.8 License and permits issue and renewal 61 51 86 Quality and Availability of Services State Score Quality of Service- Citizens Best Passport service 64.6 Worst Power utility 48.8 Quality of Service- Corporates Best Passport service 75.2 Worst Judiciary 50 State score Availability of Service- Citizens Best Education 64.2 Worst Healthcare 51.6 Availability of Service- Corporates Best Passport service 70.6 Worst Judiciary 50

Lowest Score

Highest Score

54.6 44.4

91.8 89.6

60 46.6

94.2 91.4

Lowest score

Highest score

60 51.6

89.2 90.2

58.6 46.6

93.6 90

Key Benefits State Score Key Benefits of E-Governance- Citizens

Lowest Score

Highest Score

Overall rules, procedures, 57.8 regulation Key Benefits of E-Governance- Corporates Easy to obtain information and 66.0 documents to conduct business abroad

46.4

87.6

51

90.4

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

67


IT Vision • Creating and expanding economic opportunities in the knowledge economy • Empowering individuals and communities through enhanced access to information • Modernizing and upgrading skill sets of citizens Ongoing projects • e-Mitra: e-platform for citizen services through kiosks and centres •

Jaipur Metropolitan Area Network comprising Secretariat Local Area Network and State Data Centre that connects more than 3500 users within Secretariat Campus and provides a decision support system, document management system and work flow automation system. CARISMA (Computerization-Automation-Refinement of Integrated System of Management & Accounts) to provide digital connectivity for need-based agriculture solutions, communication, healthcare, governance, and other services

Projects to be rolled out • Rajasthan State Wide Area Network (RSWAN) • e-Procurement System for Government domain to support the tendering process

IDC (India) Limited CYBER HOUSE, B-35, Sector 32 – Institutional, Gurgaon - 122001, Haryana, India Phone: (+91-124) 2384816, 4031234 Fax: (+91-124) 2381683 www.idcindia.com

68


The Dataquest eGovernance Satisfaction Index - A Report