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Revitalising Information Revitalising Information and Facilitation Countersand Facilitation Counters
Linking IFCs with E-government
IFCs and E-government
© Dr D.C.Misra 2008 2
Indian Institute of Public Indian Institute of Public Administration, New DelhiAdministration, New Delhi
Workshop on Effective Functioning of Information and
Facilitation Counters
Monday, February 18, 2008 (12 p.m.)
IFCs and E-government
© Dr D.C.Misra 2008 3
Revitalising Information and Revitalising Information and Facilitation Counters (IFCs)Facilitation Counters (IFCs)
A presentation byby
Dr D.C.Misra E-government Consultant At Large
New Delhi, India
Email: dc_misra@hotmail.com Web: http://in.geocities.com/drdcmisra Think Tank: http://tech.groups.yahoo.com/group/cyber_quiz Tel: 91-11- 2245 2431 Fax: 91-11- 4244 5183
IFCs and E-government
© Dr D.C.Misra 2008 4
What is proposed to be covered?What is proposed to be covered?
1. Double Loop Learning2. Citizen Expectation3. Reasons for Low Capacity4. State-Citizen Eco-system5. Understanding Citizens6. Five Roles of Citizen7. Functions of IFCs
IFCs and E-government
© Dr D.C.Misra 2008 5
What is proposed to be covered?What is proposed to be covered?8. Problems of IFCs (IIPA)9. Problems of Call Centres10. Linking IFCs with E-government11. IFC & E-government: Example 112. IFC & E-government: Example 213. IFC Problems and their Solution14. IFCs in Era of E-government15. Conclusion: Strategy for Revitalising
IFCs
IFCs and E-government
© Dr D.C.Misra 2008 6
I. Double Loop LearningI. Double Loop Learning Single loop learning is linear, in the same
direction and incremental Double loop learning questions the
fundamental assumptions There has been a sea-change in state-
citizen relationship during last decade The old service models are no longer valid There is thus urgent need to revitalise
Information and Facilitation Counters (IFCs)
IFCs and E-government
© Dr D.C.Misra 2008 7
II Citizen ExpectationII Citizen Expectation New technologies like mobile phone and
the Internet have fuelled this expectation Ciizens’ faith in new technologies has
been re-enforced by successes in banking, railway reservation, etc.
This has been further re-enforced by new legislation like Right to Information Act (RTI)
Citizen expectation from government has risen sky-high while government’s capacity to meet it has plummeted
IFCs and E-government
© Dr D.C.Misra 2008 8
Citizen Expectation and Citizen Expectation and Government CapacityGovernment Capacity
Expectation-Capacity Graph
Citizen Expectation
Gov
ernm
ent C
apac
ity
IFCs and E-government
© Dr D.C.Misra 2008 9
III Reasons for Low CapacityIII Reasons for Low CapacityIntroduction of information and
communication technologies (ICTs)Rise in Citizen ExpectationFinancial Constraints (Budget)Physical Constraints (Infrastructure)Manpower Constraints (Untrained
Staff)Back Office Support (Inadequate)
IFCs and E-government
© Dr D.C.Misra 2008 10
IV State-Citizen Eco-SystemIV State-Citizen Eco-System A complex grievance redressal eco-
system has developed Despite this, citizens continue to be
aggrieved both from public sector as well as private sector
A typical solution is to have yet another channel to redress grievance rather than have a close look at grievance redress eco-system
IFCs and E-government
© Dr D.C.Misra 2008 11
Grievance Redressal Eco-SystemGrievance Redressal Eco-System
Ministry/Department
Public Grievance Commission
Central Vigilance Commission Consumer
Forum
Court of Law
Right to Information Act
Public Interest
Litigation
Districts
Panchayats
Citizen Charters
Citizen Advisory Bureaus
Newspaper(Grievance Page)
Municipalities
Special Adalats
Administrative Reforms
Commission
Department of Administrative Reforms and Public Grievances
Cabinet Secretariat ISO Standard
States
Anti-Corruption Bureau
E-GOVERNMENTE-Complaints/Email/Discussion Groups/Blogs/E-petition
Call Centres
CITIZENS
IFCs and E-government
© Dr D.C.Misra 2008 12
E-Government Channels for E-Government Channels for Redressal of Citizen GrievancesRedressal of Citizen Grievances
Interactive Voice Response System Complaints Online (Portal)EmailDiscussion GroupBlogWikiE-petition
IFCs and E-government
© Dr D.C.Misra 2008 13
V. Understanding CitizensV. Understanding Citizens There is no proper term for the person being
served by government Citizen, a term of convenience, hides a wide
variety like non-citizens (e.g. tourists, immigrants, children, etc.) and other stakeholders like businesses
One-size-fits-all approach will not work in serving the citizens
To serve him requires understanding him A citizen interacts with state in following five
ways as:
IFCs and E-government
© Dr D.C.Misra 2008 14
VI Citizen-State InteractionVI Citizen-State Interaction(a) Information Seekers (of government programmes and projects)(b) Service Users (of public services like education, health, etc.)(c) Beneficiaries (of public programmes like NREGP, pensions, etc.)(d) Compliers (with laws, rules and regulations like payment of taxes) and(e) Stakeholders (in public policies and programmes which affect their life and living)
IFCs and E-government
© Dr D.C.Misra 2008 15
Citizen-State InteractionCitizen-State Interaction
Citizen needs in these capacities have to be identified and met by Information and Facilitation Centres (FCs)
We want service
IFCs and E-government
© Dr D.C.Misra 2008 16
VII. Functions of IFCsVII. Functions of IFCsProvide information regarding
services, schemes and procedure through brochures, booklets, reports etc.
Provide information regarding position of waiting lists and applications through computer screens updated every day and through computerized query to Departmental database.
IFCs and E-government
© Dr D.C.Misra 2008 17
IFCsIFCsProvide information regarding matters
such as bill payment, registrations, land/house allotment, payments etc. on phone or personally to the public.
Provide forms which are to be utilized for various procedures even if the processing is to be done elsewhere. (Source: DARPG)
IFCs and E-government
© Dr D.C.Misra 2008 18
VIII Problems of IFCsVIII Problems of IFCs
(i) Excessive burden and harassment(ii) Difficulty in obtaining information, which is sought(iii) Lack of required facilities(iv) Lack of authority to act proactively to render desired level of assistance(v) Role ambiguity (Source: IIPA)
IFCs and E-government
© Dr D.C.Misra 2008 19
IX. Problems of Call CentresIX. Problems of Call CentresThere is ring but no one picks up
phone (receiver off hook?)Phone is constantly engaged
(despite 3 and more calls)Phone gets snapped (without any
rhyme or reason)Interactive Voice Response System
(IVRS) is time-consuming
IFCs and E-government
© Dr D.C.Misra 2008 20
Call CentresCall Centres
IVRS offers solution to limited problems
On different occasions, you are given different solution to same problem
Responding executive says that the problem is beyond him and he will refer it to higher ups
Responding executive often lies to cover up organisational deficiencies
IFCs and E-government
© Dr D.C.Misra 2008 21
X Linking IFCs with E-governmentX Linking IFCs with E-government
E-government offers a practical strategy for revitalisation of IFCs
The essence of IFCs is provision of information, status of case and forms
E-government (government online) is ideally suited to meet these requirements
However, IFCs should be linked with e-government in proper manner and not the way these two examples show
IFCs and E-government
© Dr D.C.Misra 2008 22
XI IFC XI IFC and E-government:and E-government:Example 1: Delhi Call CentreExample 1: Delhi Call Centre
Government of NCT of Delhi has launched a Call Centre Aap ki Sunwai at Tel No. 155345
Simultaneously it also launched its website at www.155345.com
When I accessed the site, it displayed “Site is under construction.” (What was the hurry in launching the website without preparation?)
Also, why the site has been registered under .com domain and not under .gov domain? Can’t we have a standardisation here?
IFCs and E-government
© Dr D.C.Misra 2008 23
XII IFC XII IFC and E-government: Example 2: and E-government: Example 2: National Do Not Call RegistryNational Do Not Call Registry
At long last, a National Do Not Call (DNC) Registry has been set up at www.ndncregistry.gov.in
You register your landline as well as your mobile phone in the registry
Despite registration and expiry of notice period, you continue to receive calls from tele-marketers
What can you, as an aggrieved party, do in the matter?
IFCs and E-government
© Dr D.C.Misra 2008 24
XIII IFC Problems and Their XIII IFC Problems and Their SolutionSolution
SN Problem Solution
1 Excessive burden and harassment
Migrate Citizens to Government On Line
2 Difficulty in obtaining information, which is sought
(a) Improve management information system (MIS)(b) Link IFCs with departmental websites
IFCs and E-government
© Dr D.C.Misra 2008 25
IFC Problems and Their SolutionIFC Problems and Their Solution3 Lack of required
facilities Provide required facilities
4 Lack of authorityto act proactivelyto render desiredlevel ofassistance
Empower the Officer-in-Charge of Information and Facilitation Centres (IFCs)
5 Role ambiguity(Source: IIPA)
Define the role clearly and in writing
IFCs and E-government
© Dr D.C.Misra 2008 26
XIV IFCs in the Era of E-governmentXIV IFCs in the Era of E-government
E-government has been an outstanding success in first round, namely, in provision of information
Since IFCs have the same objectives, namely provision of information, IFCs can and should mesh with e-government
IFCs and E-government
© Dr D.C.Misra 2008 27
XV. Conclusion: XV. Conclusion: Strategy for Revitalisation of IFCsStrategy for Revitalisation of IFCs
First, understand the problem of the citizen (Time taken in understanding problem-70%, in delivering answers-30%)
Mesh IFCs with E-government Lay emphasis on online self-service by
citizens Create structured knowledge (Heyman
2005) in Ministry/ Department and it to IFCs
IFCs and E-government
© Dr D.C.Misra 2008 28
Strategy for Revitalisation of IFCsStrategy for Revitalisation of IFCs
Base structured knowledge on IFC’s past experience (queries asked)
Standardise answers by accuracy and same response to same question
Use IFC metrics to monitor functioning of IFCs
Reduce average handle time
IFCs and E-government
© Dr D.C.Misra 2008 29
Strategy for Revitalisation of IFCsStrategy for Revitalisation of IFCs
Attempt to resolve problem in first call/visit (first call resolution-FCR)
Reduce escalation rate (so that a citizen does not have to make repeated visits to IFC) by providing complete service
Display prominently the existence of IFC on departmental website
Obtain citizen rating of performance of IFC
IFCs and E-government
© Dr D.C.Misra 2008 30
End of PresentationEnd of Presentation
Thank You.-- Dr D.C.Misra