ICT enabled Citizen Centric Service Delivery: Opportunities and Challenges

 Ashish Sanyal
Ashish Sanyal, Former Director- DeitY

By Ashish Sanyal, Independent e Governance & ICT4D Consultant, Former Director, DeitY

ICT-isation – Win win for all stakeholders

?Efficient & reliable services in multiple service delivery channels
?Much-improved service cycle time
?Lower cost of delivery of service for the service provider
?Lower opportunity cost for the service seeker
?Lower corruption due to disintermediation
?Greater outreach with no increase in ToT
?Collaboration for better business efficiency

GPR – Improved Process Efficiency

?Elimination/Outsourcing of NVA/NSA
?Improved Service Quality

Time,

Cost

Complexity

Transparency

User convenience and experience

Better Governance

?Citizen Participation with feedback mechanism
?Empowerment with equal opportunity
?Gender Equity
?Better Income/Employment Opportunity
?Social inclusion leading to better human development

Better Business Model

?Exploring PPP Arrangement
?Real financial benefit and a better utilisation and allocation of public funds
?Better quality public services
?Economic growth and boosted direct investment by private sector
?Efficient control over an efficient public infrastructure

Opportunities in PPP in Service Delivery

?Allowing the government to concentrate on its core activities
?Allocation of ?Risks and Responsibilities
?Reduced lifecycle costs of a project
?Reduced risk of cost overruns
?Increased revenues
?Private sector skills, experience, access to technology, and innovation

Challenges
?Putting in place the right policies and strategies
?Creating, sustaining and strengthening the necessary institutional mechanisms
?Resistance from vested interests
?Creating and nurturing administrative and political capacities and structures
?Getting multiple organizations and people to work together
?Creating, training, empowering, incentivizing and stabilizing project operators
?ICT Infrastructure

Many Legacy Challenges – I

?Large inertia in the administration and organisational structure
?Redundant and silo based efforts and investments
?Limited capacities and skill sets
?Lack of environment and approach for sharing learnings and best practices

Many Legacy Challenges – II

?Success stories ?limited to geographic locations/states/departments
?Lack of platform for replication of benefits
?Lack of standards and best practices in approach and systems
?Perception Issue – ?ICT-based service delivery is largely seen as Software Development/IT infrastructure creation

Challenges in Remote Locations

?Promoting rural entrepreneurship
?Building rural capacities
?Enabling community participation
?Effecting collective action through a bottom-up approach having a key focus on the service delivery to rural citizen
?Creating and maintaining essential infrastructure like electricity, physical and telecom connectivity, IT components
?Supply Chain Management

Other Challenges

?Programmes and schemes launched centrally ( at central, state or local government )
?
?Decentralization of planning
?
?Greater access to credit

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