Details of the Programme/Project/Initiative- Please enter the project description - To provide one-stop shop services to all the citizens of MP, any service, anywhere, and any time. As a part of its e-Governance initiative, the Government of Madhya Pradesh (GoMP), India has launched its online citizen services portal called MPOnline. The portal was developed by MPOnline Limited, a joint venture between GoMP and TATA Consultancy Services Limited (TCS). The MPOnline project has realized the vision of the government to provide government services at the doorsteps of citizens and businesses. During the relatively short term since its establishment, the benefits of the project have penetrated deep into the urban as well as rural areas, and deliver a very wide spectrum of services. MPOnline is an acronym for „MP Online Information for Citizen Empowerment‟. MPOnline Limited was formed in 2006 and the first services were delivered via the portal in 2007. The chairman of MPOnline Limited is Mr Anurag Jain, Secretary IT and Secretary to CM, GoMP. Also on the board of the company are an OSD IT, GoMP and several Senior Vice Presidents of TCS. The success of the project is amply demonstrated by its reach within the state, the breadth of services offered, the confidence of government departments in the portal to increasingly offer services exclusively through MPOnline and the ever increasing number of citizens accessing the portal to avail services. Please enter why the project was started Purpose of the initiative: A move from 'Citizen in line' to 'Citizen online' The State of MP recognizes the importance of Information and Communication Technology (ICT) as a key enabler in its economic development and improving the quality of life of citizen of Madhya Pradesh. Accordingly, the State has prepared its E-GOV policy with a vision of establishing an information society consisting of informed, active and therefore responsible citizens – the basic tenet of a true democracy. The state seeks to create a knowledge society where access to information and knowledge would be symmetric amongst all seekers and users and every citizen must feel comfortable in accessing information through IT – directly or through public – private partnerships. Why MPOnline: MPOnline Portal is the initiative by the Government of Madhya Pradesh, to serve its citizen by providing them with G2C, G2B and B2C services at their doorstep, in the process eliminating the need for coming to the Government offices and avoid standing in long queues. With the help of the portal, citizens can avail of the government services such as filling forms for professional examination board, applying for birth/death/caste certificates etc. and can avail the facilities provided by government/ private sector without queuing at offices. These services can be availed by citizens through authorised kiosks of MPOnline, Common Service Centres (CSCs) integrated with MPOnline, cyber cafes and via the internet from the comfort of their homes. . Objective The purpose of MPOnline is to set expectations for quality and excellence in state government services to citizens, state transactions with citizens and businesses, and internal state governmental operations / functions, promote goals for states to achieve and to build on the work being done by the private sector and state organizations, use strategic thinking to suggest reasonable yet challenging goals for the state. The entire delivery structure starts from the government departments from where the requirements emanate. The policies and regulations precipitate from the top echelons of the government. This reaches the common masses finally through the municipalities and village panchayats in urban and rural areas respectively. Target group- Geographical reach- Currently, MPOnline services are being delivered through 1600+ kiosks and 5000+ Common Service Centres (CSCs) established under GoMP‟s eGovernance initiative. MPOnline has presence in all 50 districts, 341 tehsils and 313 blocks of Madhya Pradesh. MPOnline Delivery Network MPONLINE KIOSK 1,648 AISECT CSC 2,422 RELIANCE 1,550 NICT 645 CMS 586 UNIVERSITY KIOSKS 752 TOTAL 7,603 District-wise Kiosk/ CSC Presence Block-wise Kiosk/ CSC presence Date from which the project became operational- 11TH July, 2006 Is the project still operational? YES 10 points that make the programme/project innovative? (1) Delivery Network Model: The kiosks through which MPOnline services are delivered are set up as franchisees. All investment in personnel, infrastructure and connectivity are borne by the kiosk/ CSC owners. Citizens pay a small „portal fee‟ to avail services on the portal. Of this fee, 60% is given to the kiosk owner, and 40% is retained by MPOnline. Franchisees do not have an exclusive contract with MPOnline and are free to use their infrastructure for their other businesses. Kiosks work on a pre-paid model where they „top-up‟ their account with a certain amount of money and can then provide services to citizens for as long as they have credit balance. Franchisees pay a one-time registration fee, and an annual fee based on the volume of business done. (2) Synergy between kiosks and CSCs: MPOnline has the proud distinction of being a state where CSCs are financially viable. MPOnline is set apart from other initiatives of this breed by the non-competitive synergy that exists between kiosks and CSCs, as all services hosted on the portal are accessible to CSCs as well. GoMP has mandated that kiosks will be set up in urban areas, while CSCs will deliver these services in rural areas. This decision was taken by the IT Department of the Government of MP to make CSCs viable and it was decided that CSCs would be integrated with MPOnline. MPOnline was mandated to increase its presence in Urban Area and to establish its kiosks in urban areas only while CSCs would cover rural areas, as per the GOI scheme. (3) Delivery Mechanism: One of the unique challenges India faces is the lack of computer literacy of the very citizens at whom this initiative is aimed at. Until the Digital Divide is bridged, the „Assisted Access‟ model is being used by MPOnline to deliver services. A chain of delivery points equipped with infrastructure and trained personnel was set up. Citizens can seek assistance at these kiosks/ CSCs to avail MPOnline services. Under the Assisted Access model, MPOnline has established an extensive network of kiosks that provide infrastructure and trained personnel to deliver our online services. For availing services on MPOnline Portal, citizens / businesses will have to pay a “service charge” over and above the “fee” for the Service. This service charge is shared between MPOnline Limited and the KIOSK. The “fee” collected will be passed on to the department / institution concerned for each service by MPOnline Ltd Each kiosk provides connectivity, man power with the appropriate skills, as well as facilities to scan and print. The kiosks work on a pre-paid model where they „top- up‟ their account with a certain amount of money and can then provide services to citizens for as long as they have credit balance. (4) Service Delivery via Kiosks Under the Assisted Access model, MPOnline has appointed various franchisees and established an extensive network of kiosks that provide infrastructure and trained personnel to deliver our online services. The kiosks connect to MPOnline portal via the internet and enable the rendition of the hosted services. A citizen can walk to the nearest kiosk, where the kiosk operator will fill forms and digitise supporting documentation for him and leave after paying a nominal portal fee in cash. The KIOSK owner generates the acknowledgment receipt and give the print out to the applicant. The acknowledgment receipt will have a unique transaction ID along with the applicant details and the fee paid by the applicant. (5) Service Delivery via Direct login for Citizens For those citizens who are computer literate and have access to either internet banking or a credit/ debit card, MPOnline services can be accessed directly via the portal, with an optional and simple registration process. The MPOnline portal is integrated with ICICI bank‟s payment gateway and a user can use any Visa or Master credit or debit card to pay for services. The citizen will be issued an acknowledgment receipt. The acknowledgment receipt will have a unique transaction ID along with the applicant details and the fee paid by the applicant. (6) Payment Method: As with the service delivery mechanism, our payment methods are also suited to both those who use information technology comfortably and those who are challenged. For availing services on MPOnline Portal, citizens / businesses will have to pay a “service charge” over and above the “fee” for the Service. This service charge will be shared between MPOnline Limited and the KIOSK. The “fee” collected will be passed on to the department / institution concerned for each service by MPOnline Ltd. MPOnline Limited provides two types of payment mechanisms to its customers. Citizens and Business can either pay by Credit Card, Internet banking or by Cash. For Cash payment, citizens and business will have to avail services via an MPOnline Limited authorized Internet KIOSK Cash – The ground reality of the vast rural areas of India is that eCommerce is either unheard of, or is not trusted and that people still prefer to deal in cash. Our service delivery mechanism is geared to address this divide, too. When a user has a preference for cash transactions, availing a service hosted on MPOnline is as simple as walking to the neighbourhood kiosk and paying for the services in cash. Internet Banking – Any customer who has an account with State Bank of India, Union Bank of India. can initiate an online transfer (Online Debit facility )from his/her account to the MPOnline account to pay for services availed. Credit, Debit or ATM cards – MPOnline has now integrated with the following payment gateways: ICICI Bank payment gateway: Accepts Visa and Master credit and debit cards issued by any bank SBI payment gateway: Accepts Visa and Master credit and debit cards issued by any bank, and SBI - ATM-cum-debit Maestro cards. The portal now accepts the following cards: Visa and Master credit cards Visa and Master Debit cards SBI - ATM-cum-debit Maestro cards. Pay-in Slips: Payments can also be accepted through pay-in slips at any branch of: State Bank of India and Axis Bank through out the country (7) Transparency: Increasing transparency in delivering government services is one of the chief mandates of MPOnline. Complete transparency is ensured through routine review meetings, a complete audit trail and the availability of on-demand MIS reports. Using DTE online counseling as an example, the exercise has been completely error free. A complete audit trail is maintained for each applicant. (8) Stakeholder Participation: Stakeholders are engaged right from requirements gathering, through development, testing, deployment and support. For example, for implementing the counseling service, a team of experts from DTE were involved right through requirement gathering to development. The solution and algorithms were then extensively tested by this team before the solution went live. Once the process started, the team also worked very closely with the MPOnline customer care team for supporting students. Stakeholders are also involved in fixing the portal fee being charged for their service. MPOnline proposes a rate, but the final rate is fixed by a committee comprising of the Secretary IT< members from the client department/ organization and MPOnline representatives. (9) Increased efficiency of processes and effectiveness of outcomes Service Delivery points : Over 7400 No. of successful Transactions : Over 70 Lakhs Business generated for our clients : About 3065 Crores (10) Availability of 24x7 online Government Services List the 5 achievements of the programme/project? (1) Editors Choice Best Website India e governance 2.0 (Year 2010) (2) CSI Nihilent e- Governance for Excellence 2009-10 (3) Nasscom/ CNBC TV 18 User Awards 2009‟ (4) The Best IT for Masses Project of M.P. (Year 2009-10) (5) Golden Peacock Award 2010 for Citizen Centric Services List the 5 key challenges faced while implementing the programme/project/initiative and how they were overcome (1) Capacity Building: One of the challenges faced in the introduction and adoption of most eGovernance initiatives is the lack of trained I. T. manpower in the public sector to implement and support such an initiative. This concern is often expressed by clients even after demonstrating several example of successful implementations. To address this concern, MPOnline offers a BOOT model, where we provide full infrastructure and manpower support for the design, implementation and support needs of the client. This is complemented by conducting training and handholding sessions where we build the in-house capacity of the personnel of the client department (2) Building Trust: The comfort and security in the minds of citizens and department officials often erodes when a non-government agency is the sole stakeholder and implementer of an e-governance initiative. We counter this by involving the government stakeholders of MPOnline right from requirement gathering, rate fixing, implementation and up to the monitoring stages of the services we offer to a department. (3) Introduce new initiatives to the department in a phased manner, starting with those where the number of participants was low. Demonstrated success in these initiatives helped win customer confidence. Educate stakeholders on the benefits of e Governance; demonstrated delivery of these benefits. • Initiation of periodic and frequent review meetings involving stakeholders from the departments and other govt. bodies involved in the process • Involving all stakeholders – government and external – in the change management plan to build awareness and to sensitize them • Extensive training, handholding and support to stakeholders to increase their comfort with the solution. (4) Leadership support ( Political, Bureaucratic) and its visibility Due to very strong support extended to MPOnline by the government of MP, the faith of the citizens becomes all the more. Since the approval of the cabinet note that was issued to form the company, MPOnline has been strongly backed by the state government. The Secretary (IT), Mr Anurag Jain, in the capacity as the chairman of the company has been key in making this a successful initiative. Also instrumental in MPOnline‟s success is another board member, Mr Anurag Shrivastav, who is also an Officer on Special Duty (IT). The confidence of the various stakeholders in government departments in MPOnline is also boosted by the close association of the organization with the DIT, GoMP. The initiative is closely monitored and mentored by the DIT. (5) Security defined and implemented Since the citizens as a layman, do not understand the technical intricacies thus it .becomes all the more essential to maintain the security levels to gain their confidenc Application-level security is maintained through user identification, authorization, and access management. In addition, at the database level, security is maintained by using audit trails and database encryption. The Data Access Layer presents a logical view of the physical data to the business layer. It isolates business logic from the underlying data stores, thereby ensuring the integrity of the data. Microsoft ADO.NET bridges the business logic layer to the data layer. Data Security: The MPOnline data center infrastructure is collocated within an internet service provider‟s data center that provides a state-of-the-art facility and ensures higher levels of physical security and high availability of the infrastructure. To ensure a higher degree of security, the data center implements firewalls at the perimeter. These firewalls provide application-level filtering and use a host-based Intrusion Detection System (IDS) to help identify malicious activity from hackers on the firewall server. Confidentiality: All data collected for a client is stored at the secure database servers at the MPOnline data centre. Access to this data is restricted and is role based. Access to the servers is restricted through the use of biometric devices. All data is handed over to the clients on the completion of a service cycle. List the 5 points how can the programme serve as a model that can be replicated or adapted by others? (1) The knowledge and experience gained by the successful implementation of the MPOnline project can easily be ported across to any other state of the country, and even to the creation of an IndiaOnline portal. (2) Based on MPOnline, TCS will be launching MahaOnline in Maharashtra this year. Similarly, discussions are on for the replication of this model in Bihar, UP and Chhattisgarh. (3) Since the initiative is based on pay as per usage model, it does not put any upfront financial burden on the Government or the department making it all the more sustainable and practical. (4) As per NEGP, the CSC model is being adopted across the country and a Portal like MPOnline would help to make the CSC‟s effective and financially viable. (5) Replication of such a model is the need of the hour since E- Governance has helped to make the life of the citizen comfortable, increased transparency between the Government and citizens. List 5 points to elaborate on the scalabilty of the programme/project/initiative (1) Financial Sustainability for clients – The project is being implemented on a Public Private Partnership mode adopting a Build-Own-Operate (BOO) model with no upfront financial burden on the State. As MPOnline does not charge any money from the department for which the service has been developed and the application software is free for the department, there is no cost to the department at all. The development, server, maintenance and other indirect costs are initially incurred by MPOnline and have to be recovered using user pay model over a period of three years (2) Sustainability of the Delivery Network: MP has the proud distinction of being a – perhaps the only – state where CSCs are viable. MPOnline shares 60% of its per transaction fee with kiosk and CSC operators. As more services are made available at the doorstep of the citizens and the citizens experience the benefits, the sustainability of the delivery network will increase on its own at the behest of the citizen demand. (3) Organizational Sustainability – The project team has grown several folds over the last three years as the number of services has grown. Similarly, the strength of the customer care team has increased to keep in step with the increase in number of citizens using the portal. (4) Sustainability of the Government Departments- The entire application development is free of cost to the Department making it all the more acceptable to the Government without putting any financial burden.
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