Date post: | 25-Mar-2018 |
Category: |
Documents |
Upload: | phungtuyen |
View: | 228 times |
Download: | 2 times |
December 2010
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public GrievancesMinistry of Personnel, Public Grievances and Pensions, Government of Indiahttp://indiagovernance.gov.in/
Researched and Documented by
OneWorld Foundation India
Computerised Electricity Bill Collection and Online Remittance System
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Table of Contents BACKGROUND ................................
OBJECTIVE ................................
WORKING DESIGN ................................
SETTING UP CASH COLLECTION CENTRES & TRAINING VILLAGE LEVEL
ENTREPRENEURS ................................
MONITORING SYSTEM
FINANCIAL MODEL ................................
METHODOLOGY ................................
KEY STAKEHOLDERS
LESSONS LEARNED ................................
APPENDIX A - INTERVIEW QUESTIONS
Transparency and Accountability
Governance Knowledge Centre
Promoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Computerised Electricity Bill
Online Remittance System
................................................................................................................................
................................................................................................................................
................................................................................................
SETTING UP CASH COLLECTION CENTRES & TRAINING VILLAGE LEVEL
................................................................................................
MONITORING SYSTEM ................................................................................................
................................................................................................
................................................................................................................................
................................................................................................
................................................................................................
INTERVIEW QUESTIONS ................................................................
Transparency and Accountability
Case Study E-Governance
Computerised Electricity Bill Collection and
Online Remittance System
December 2010
1
........................................ 2
................................................ 3
................................................................. 3
SETTING UP CASH COLLECTION CENTRES & TRAINING VILLAGE LEVEL
................................................................... 3
............................................... 7
.................................................... 7
..................................... 8
.................................................. 8
............................................................... 9
........................................................ 10
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
BACKGROUND
COMMON SERVICES CENTRES
To introduce e-governance on a national scale and provide government services at the doorstep
of every citizen, the Government of India introduced the National e Governance Plan (NeGP)
in 2006. To achieve the mission of the NeGP, the Department of Informat
(DIT), has planned for the rollout of over 100,000 Common Services Centres (CSCs) across the
country, particularly in rural areas, by March 2011. CSCs are envisioned to be the front
delivery points for government services including wel
certificates, and bill payments for utilities including electricity, telephone and water to all rural
citizens of India.
Private and non-governmental organisations play an active role in operating CSCs. The PPP
model is comprised of a three
Entrepreneur or VLE); the Service Centre Agency (SCA), responsible for a subdivision of 500 to
1000 CSCs; and a State Designated Agency (SDA) responsible for managing im
across the state.
NETWORK FOR INFORMATION & COMMUNICATION TECHNOLOGY’S (NICT)
CASH COLLECTION CENTRES
Network for Information and Communication Technology’s (NICT) is an Indian
nongovernmental organisation that has been working in the field
better service delivery. The SDA of Madhya Pradesh
Development Corporation (MPSEDC)
for establishing CSCs in 2158 locations in Indore and Ujj
To date, NICT has set up around 1800 CSCs across Madhya Pradesh. Each centre provides a
gamut of services including banking
and Tata Sky sale and recharge; and sale of agro inp
thus far fall under the categories of business to business (B2B) and business to
services.
The complete roll out of government to citizen (G2C) services, for example, provision of
birth/death certificates, is still underway. Meanwhile however, to ensure the sustainability
viability of CSCs, NICT has developed the innovative idea of electricity bill payment to
Madhya Pradesh State Electricity Board (MPSEB) from the CSCs in Indore and Ujjain
To do so, NICT signed a MoU with the Madhya Pradesh Paschim Kshetra Vidyut
Transparency and Accountability
Governance Knowledge Centre
Promoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Computerised Electricity Bill
Online Remittance System
ENTRES
governance on a national scale and provide government services at the doorstep
of every citizen, the Government of India introduced the National e Governance Plan (NeGP)
in 2006. To achieve the mission of the NeGP, the Department of Informat
(DIT), has planned for the rollout of over 100,000 Common Services Centres (CSCs) across the
country, particularly in rural areas, by March 2011. CSCs are envisioned to be the front
delivery points for government services including welfare benefit applications, birth/death
certificates, and bill payments for utilities including electricity, telephone and water to all rural
governmental organisations play an active role in operating CSCs. The PPP
l is comprised of a three-tier structure consisting of the CSC operator (Village Level
Entrepreneur or VLE); the Service Centre Agency (SCA), responsible for a subdivision of 500 to
1000 CSCs; and a State Designated Agency (SDA) responsible for managing im
NETWORK FOR INFORMATION & COMMUNICATION TECHNOLOGY’S (NICT)
CASH COLLECTION CENTRES
Network for Information and Communication Technology’s (NICT) is an Indian
organisation that has been working in the field of technology solutions for
better service delivery. The SDA of Madhya Pradesh - Madhya Pradesh State Electronics
Development Corporation (MPSEDC) - appointed NICT as the Service Centre Agency (SCA)
for establishing CSCs in 2158 locations in Indore and Ujjain, Madhya Pradesh.
To date, NICT has set up around 1800 CSCs across Madhya Pradesh. Each centre provides a
gamut of services including banking - micro insurance, microcredit; telecom recharge; Dish
and Tata Sky sale and recharge; and sale of agro input materials. Most of the services
thus far fall under the categories of business to business (B2B) and business to
The complete roll out of government to citizen (G2C) services, for example, provision of
ificates, is still underway. Meanwhile however, to ensure the sustainability
viability of CSCs, NICT has developed the innovative idea of electricity bill payment to
Madhya Pradesh State Electricity Board (MPSEB) from the CSCs in Indore and Ujjain
To do so, NICT signed a MoU with the Madhya Pradesh Paschim Kshetra Vidyut
Transparency and Accountability
Case Study E-Governance
Computerised Electricity Bill Collection and
Online Remittance System
December 2010
2
governance on a national scale and provide government services at the doorstep
of every citizen, the Government of India introduced the National e Governance Plan (NeGP)
in 2006. To achieve the mission of the NeGP, the Department of Information & Technology
(DIT), has planned for the rollout of over 100,000 Common Services Centres (CSCs) across the
country, particularly in rural areas, by March 2011. CSCs are envisioned to be the front-end
fare benefit applications, birth/death
certificates, and bill payments for utilities including electricity, telephone and water to all rural
governmental organisations play an active role in operating CSCs. The PPP
tier structure consisting of the CSC operator (Village Level
Entrepreneur or VLE); the Service Centre Agency (SCA), responsible for a subdivision of 500 to
1000 CSCs; and a State Designated Agency (SDA) responsible for managing implementation
NETWORK FOR INFORMATION & COMMUNICATION TECHNOLOGY’S (NICT)
Network for Information and Communication Technology’s (NICT) is an Indian
of technology solutions for
Madhya Pradesh State Electronics
appointed NICT as the Service Centre Agency (SCA)
ain, Madhya Pradesh.
To date, NICT has set up around 1800 CSCs across Madhya Pradesh. Each centre provides a
micro insurance, microcredit; telecom recharge; Dish TV
ut materials. Most of the services provided
thus far fall under the categories of business to business (B2B) and business to consumer (B2C)
The complete roll out of government to citizen (G2C) services, for example, provision of
ificates, is still underway. Meanwhile however, to ensure the sustainability and
viability of CSCs, NICT has developed the innovative idea of electricity bill payment to the
Madhya Pradesh State Electricity Board (MPSEB) from the CSCs in Indore and Ujjain districts.
To do so, NICT signed a MoU with the Madhya Pradesh Paschim Kshetra Vidyut Viteran
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
Company ltd. (MPPKVVCL) in December 2008. Today, 350 CSCs are operating a
centres to assist in the smooth functioning of the electricity bill paym
OBJECTIVE The CSC cash collection for electricity bill payment programme aims to:
• Streamline the process of electricity bill collection by reducing delays and ensuring
transparency in billing procedures through a computerised system
• Ensure that the amount collected reaches the MPPKVCCL in a timely manner
• Empower the Village level Entrepreneurs with new opportunities
• Deliver a public service in a hassle
satisfaction
WORKING DESIGN
SETTING UP CASH COLLECTION CENTRES & TRAINING VILLAGE LEVEL
ENTREPRENEURS
The VLEs are selected through
qualified as a 12th standard pass.
VLEs, two witnesses have to be
present. VLEs manage the cash
collection unit equipment - computer
and dot-matrix printer. NICT
them with technical know-how and
assistance. The VLEs are given 1.5 days
of training to learn how to operate
system to collect payments. Thereafter,
NICT gives VLEs individual IDs to
access the online portal
(http://www.nictcsc.com/mpsebcollection/
transactions. This portal is linked to the MPPKVVCL
customer details including electricity usage and payment history.
Transparency and Accountability
Governance Knowledge Centre
Promoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Computerised Electricity Bill
Online Remittance System
Company ltd. (MPPKVVCL) in December 2008. Today, 350 CSCs are operating a
centres to assist in the smooth functioning of the electricity bill payment.
The CSC cash collection for electricity bill payment programme aims to:
Streamline the process of electricity bill collection by reducing delays and ensuring
transparency in billing procedures through a computerised system
ount collected reaches the MPPKVCCL in a timely manner
Empower the Village level Entrepreneurs with new opportunities
Deliver a public service in a hassle- -free manner and generate high levels of customer
WORKING DESIGN
COLLECTION CENTRES & TRAINING VILLAGE LEVEL
The VLEs are selected through an interview process. They are required
qualified as a 12th standard pass. VLE openings are advertised in the paper. While selecting
two witnesses have to be
VLEs manage the cash
computer
provides
how and
assistance. The VLEs are given 1.5 days
ow to operate the
Thereafter,
NICT gives VLEs individual IDs to
http://www.nictcsc.com/mpsebcollection/) through which they can conduct all necessary
transactions. This portal is linked to the MPPKVVCL database which stores all pertinent
customer details including electricity usage and payment history.
Transparency and Accountability
Case Study E-Governance
Computerised Electricity Bill Collection and
Online Remittance System
December 2010
3
Company ltd. (MPPKVVCL) in December 2008. Today, 350 CSCs are operating a cash collection
Streamline the process of electricity bill collection by reducing delays and ensuring
transparency in billing procedures through a computerised system
ount collected reaches the MPPKVCCL in a timely manner
free manner and generate high levels of customer
COLLECTION CENTRES & TRAINING VILLAGE LEVEL
required to be minimally
e paper. While selecting
) through which they can conduct all necessary
database which stores all pertinent
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
TRANSACTION PROCESS
‘TOP-UP’ MECHANISM In order to perform a transaction, a VLE has to first obtain a ‘top
amount for the money that can be collected. When the limit is exceeded, the top
renewed. This is done according to the following procedure:
• The VLE has to deposit the amount of top
Bank of India (SBI) account either through
• Then, he/she has to login to the portal and go to the Top
• Enter the details of the payment made in the record payments sect
• Scan the bank paying slip and send the top
Transparency and Accountability
Governance Knowledge Centre
Promoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Computerised Electricity Bill
Online Remittance System
TRANSACTION PROCESS
In order to perform a transaction, a VLE has to first obtain a ‘top-up limit’ or a maximum
hat can be collected. When the limit is exceeded, the top
renewed. This is done according to the following procedure:
The VLE has to deposit the amount of top-up that is being requested in NICT’s State
Bank of India (SBI) account either through cheque or online transaction.
Then, he/she has to login to the portal and go to the Top-Up screen,
Enter the details of the payment made in the record payments section
Scan the bank paying slip and send the top-up request to NICT
Transparency and Accountability
Case Study E-Governance
Computerised Electricity Bill Collection and
Online Remittance System
December 2010
4
up limit’ or a maximum
hat can be collected. When the limit is exceeded, the top-up must be
up that is being requested in NICT’s State
cheque or online transaction.
Up screen,
ion
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
• NICT’s banking division cross checks this request , making sure that the payment has
been made to the bank and then pushes the request forward to the MPSEB
administration who sits at the NICT
• The MPSEB administration make the final call for transfer
uplimit is transferred to the VLEs account
Now, every time the VLE performs a transaction and collects a certain amount from
theconsumer, the bill amount is deducted from the top
rupees as bill payment and suppose the VLEs top up limit is 10,000 rupees, the top
reduce to 9500 rupees post transaction.
BILL CYCLES
In order to evenly distribute the dates for electricity bill payment over each month so that there
is no rush on particular days, the MPPKVVCL has organised different bill payment cycles for
various areas. In this way, there is a constant flow of customers without any instance of traffic
overload.
BILL VERIFICATION AND COLLECTION
When a customer visits the CSC to pay f
with the data available on the portal. The VLE clicks on the ‘Bill Collection’ option under
transactions and enters the Distribution Centre Name (MPPKVVCL’s centre from where the
customer is receiving electricity) and customer number, at which time the details of the
customer appears. He/she cross checks the bill amount noted under the customer’s name online
with the amount written on the physical bill. Then he/she enters the collection amount and
records the transaction to get a receipt number.
RECEIPT PRINTING AND COLLECTING BILL STUBS
By inputting the receipt number, the VLE can print an online receipt and hand it over to the
customer. He/she keeps the lower part of the bill (stub), writes the rec
backside, and keeps it for submission at the MPPKVVCL distribution centre.
DAY-END PROCESS
At the end of the day, the VLE accesses a comprehensive report of the day’s transactions as
recorded on the portal.
Transparency and Accountability
Governance Knowledge Centre
Promoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Computerised Electricity Bill
Online Remittance System
NICT’s banking division cross checks this request , making sure that the payment has
been made to the bank and then pushes the request forward to the MPSEB
administration who sits at the NICT
The MPSEB administration make the final call for transfer and thereafter, the top
uplimit is transferred to the VLEs account
Now, every time the VLE performs a transaction and collects a certain amount from
theconsumer, the bill amount is deducted from the top-up. For example, if a customer pays500
bill payment and suppose the VLEs top up limit is 10,000 rupees, the top
reduce to 9500 rupees post transaction.
In order to evenly distribute the dates for electricity bill payment over each month so that there
ticular days, the MPPKVVCL has organised different bill payment cycles for
various areas. In this way, there is a constant flow of customers without any instance of traffic
BILL VERIFICATION AND COLLECTION
When a customer visits the CSC to pay for his/her electricity, the VLE verifies the printed bill
with the data available on the portal. The VLE clicks on the ‘Bill Collection’ option under
transactions and enters the Distribution Centre Name (MPPKVVCL’s centre from where the
ng electricity) and customer number, at which time the details of the
customer appears. He/she cross checks the bill amount noted under the customer’s name online
with the amount written on the physical bill. Then he/she enters the collection amount and
cords the transaction to get a receipt number.
RECEIPT PRINTING AND COLLECTING BILL STUBS
By inputting the receipt number, the VLE can print an online receipt and hand it over to the
customer. He/she keeps the lower part of the bill (stub), writes the rec
backside, and keeps it for submission at the MPPKVVCL distribution centre.
At the end of the day, the VLE accesses a comprehensive report of the day’s transactions as
Transparency and Accountability
Case Study E-Governance
Computerised Electricity Bill Collection and
Online Remittance System
December 2010
5
NICT’s banking division cross checks this request , making sure that the payment has
been made to the bank and then pushes the request forward to the MPSEB
and thereafter, the top-
Now, every time the VLE performs a transaction and collects a certain amount from
up. For example, if a customer pays500
bill payment and suppose the VLEs top up limit is 10,000 rupees, the top-up limit will
In order to evenly distribute the dates for electricity bill payment over each month so that there
ticular days, the MPPKVVCL has organised different bill payment cycles for
various areas. In this way, there is a constant flow of customers without any instance of traffic
or his/her electricity, the VLE verifies the printed bill
with the data available on the portal. The VLE clicks on the ‘Bill Collection’ option under
transactions and enters the Distribution Centre Name (MPPKVVCL’s centre from where the
ng electricity) and customer number, at which time the details of the
customer appears. He/she cross checks the bill amount noted under the customer’s name online
with the amount written on the physical bill. Then he/she enters the collection amount and
By inputting the receipt number, the VLE can print an online receipt and hand it over to the
customer. He/she keeps the lower part of the bill (stub), writes the receipt number on the
backside, and keeps it for submission at the MPPKVVCL distribution centre.
At the end of the day, the VLE accesses a comprehensive report of the day’s transactions as
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
When he/she enters the desired date of the day end report, the system automatically generates
the details of all transactions conducted that day. The VLE can then correct any mistakes, such
as duplicate entries, and print out the complete report. This repo
collected during the day, is deposited at the MPPKVVCL Distribution Centre which is located
4-5 kilometres from the CSC. The following day, the VLE enters the details of the officer to
whom the report was submitted and the ti
month, the portal shows a record of all the day end process
details. In this way, the VLE is held accountable for carrying
ONLINE REMITTANCE SYSTEM
NICT remits the amount collected by the VLEs to the MPPKVVCL through two transactions
a day.
• Transactions made until 2:00pm: NICT, on its Management Information System, verifies
the amount collected by all the 350 VLEs. Then, transfers this total amount online
the top-up amount given by various VLEs) to MPPKVVCL’s account by 4:30 pm.
• Transactions made after 2:00 pm: All the transactions made by the VLEs after 2:00pm
are totalled the next day and the amount is transferred to the MPPKVVCL account by
11:30 am.
Transparency and Accountability
Governance Knowledge Centre
Promoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Computerised Electricity Bill
Online Remittance System
When he/she enters the desired date of the day end report, the system automatically generates
the details of all transactions conducted that day. The VLE can then correct any mistakes, such
as duplicate entries, and print out the complete report. This report, along with the total stubs
collected during the day, is deposited at the MPPKVVCL Distribution Centre which is located
5 kilometres from the CSC. The following day, the VLE enters the details of the officer to
whom the report was submitted and the time that the report was submitted. At the end of the
month, the portal shows a record of all the day end process reports and their
the VLE is held accountable for carrying out his/her duties.
ONLINE REMITTANCE SYSTEM
remits the amount collected by the VLEs to the MPPKVVCL through two transactions
Transactions made until 2:00pm: NICT, on its Management Information System, verifies
the amount collected by all the 350 VLEs. Then, transfers this total amount online
up amount given by various VLEs) to MPPKVVCL’s account by 4:30 pm.
Transactions made after 2:00 pm: All the transactions made by the VLEs after 2:00pm
are totalled the next day and the amount is transferred to the MPPKVVCL account by
Transparency and Accountability
Case Study E-Governance
Computerised Electricity Bill Collection and
Online Remittance System
December 2010
6
When he/she enters the desired date of the day end report, the system automatically generates
the details of all transactions conducted that day. The VLE can then correct any mistakes, such
rt, along with the total stubs
collected during the day, is deposited at the MPPKVVCL Distribution Centre which is located
5 kilometres from the CSC. The following day, the VLE enters the details of the officer to
submitted. At the end of the
reports and their submission
out his/her duties.
remits the amount collected by the VLEs to the MPPKVVCL through two transactions
Transactions made until 2:00pm: NICT, on its Management Information System, verifies
the amount collected by all the 350 VLEs. Then, transfers this total amount online (using
up amount given by various VLEs) to MPPKVVCL’s account by 4:30 pm.
Transactions made after 2:00 pm: All the transactions made by the VLEs after 2:00pm
are totalled the next day and the amount is transferred to the MPPKVVCL account by
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
MONITORING SYSTEM
NICT transfers the collection amount to the MPPKVVCL along with reports of daily
transactions from all CSCs. The MPPKVVCL also has access to the MIS and can verify if
has transferred the correct amount. This,
the VLEs at the distribution centre, allows for monitoring of the entire
hired district coordinators to frequently perform checks on VLEs to
conducting transactions and issuing receipts to customers.
customers of the importance of taking and keeping their
FINANCIAL MODEL
For every bill collected, MPPKVVCL gives 2.60 rupees to NICT. The VLE gets 80 percent
the 2.60 rupees while NICT keeps the remaining 20 percent.
Transparency and Accountability
Governance Knowledge Centre
Promoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Computerised Electricity Bill
Online Remittance System
MONITORING SYSTEM
NICT transfers the collection amount to the MPPKVVCL along with reports of daily
transactions from all CSCs. The MPPKVVCL also has access to the MIS and can verify if
has transferred the correct amount. This, coupled with the day-end process report
the VLEs at the distribution centre, allows for monitoring of the entire system. NICT has also
hired district coordinators to frequently perform checks on VLEs to see if they are properly
sactions and issuing receipts to customers. Efforts have been made to inform
customers of the importance of taking and keeping their transaction receipts.
For every bill collected, MPPKVVCL gives 2.60 rupees to NICT. The VLE gets 80 percent
the 2.60 rupees while NICT keeps the remaining 20 percent.
Transparency and Accountability
Case Study E-Governance
Computerised Electricity Bill Collection and
Online Remittance System
December 2010
7
NICT transfers the collection amount to the MPPKVVCL along with reports of daily
transactions from all CSCs. The MPPKVVCL also has access to the MIS and can verify if NICT
end process report submitted by
system. NICT has also
see if they are properly
Efforts have been made to inform
transaction receipts.
For every bill collected, MPPKVVCL gives 2.60 rupees to NICT. The VLE gets 80 percent of
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
METHODOLOGY Working with the objective of identifying best practices in governance, the OneWorld
team conducts extensive research to locate initiatives that contribute towards the
public service delivery. NICT’s Computerised Electricity Bill Collection and
System, with its focus on streamlining the process of bill collection by
ensuring transparency through the CSCs, is a highly innov
socially sustainable initiative. Therefore, it was selected as a
The OneWorld research team conducted thorough secondary research using web sources
gather details of how the initiative works and to i
identify the key stakeholders and carry out interviews with them to gain a deeper
understanding of operations and impact.
KEY STAKEHOLDERS
Madhya Pradesh State Electronics Development Corporation (MPSEDC):
Operates under Department of Information Technology, Govt. of Madhya Pradesh as the nodal
agency to promote IT in the State. Under the NeGP, it has been appointed as the State
Designated Agency (SDA).
Madhya Pradesh Paschim Kshetra Vidyut Viteran Company
A public corporation in the state authorised to distribute and supply electricity on behalf of
the Madhya Pradesh State Electricity Board in Indore and Ujjain.
Network for Information and Communication Technology’s (NICT):
NICT is a registered Indian NGO, working in the field of ICT for development for the past 15
years. Under the NeGP, NICT has been appointed as the Service Centre Agency (SCA) for
implementing the Common Service Centre Project in 2158 locations.
Village level Entrepreneurs (VLEs):
The VLEs deliver the services to the citizens and
under the SCA.
Transparency and Accountability
Governance Knowledge Centre
Promoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Computerised Electricity Bill
Online Remittance System
Working with the objective of identifying best practices in governance, the OneWorld
team conducts extensive research to locate initiatives that contribute towards the
public service delivery. NICT’s Computerised Electricity Bill Collection and
System, with its focus on streamlining the process of bill collection by
ensuring transparency through the CSCs, is a highly innovative, efficient and economically and
socially sustainable initiative. Therefore, it was selected as a best practice.
The OneWorld research team conducted thorough secondary research using web sources
gather details of how the initiative works and to identify its strengths. The next step was
identify the key stakeholders and carry out interviews with them to gain a deeper
understanding of operations and impact.
KEY STAKEHOLDERS
Madhya Pradesh State Electronics Development Corporation (MPSEDC):
under Department of Information Technology, Govt. of Madhya Pradesh as the nodal
agency to promote IT in the State. Under the NeGP, it has been appointed as the State
Madhya Pradesh Paschim Kshetra Vidyut Viteran Company ltd. (MPPKVVCL):
public corporation in the state authorised to distribute and supply electricity on behalf of
the Madhya Pradesh State Electricity Board in Indore and Ujjain.
Network for Information and Communication Technology’s (NICT):
istered Indian NGO, working in the field of ICT for development for the past 15
Under the NeGP, NICT has been appointed as the Service Centre Agency (SCA) for
implementing the Common Service Centre Project in 2158 locations.
eurs (VLEs):
The VLEs deliver the services to the citizens and manage and operate the CSCs. They work
Transparency and Accountability
Case Study E-Governance
Computerised Electricity Bill Collection and
Online Remittance System
December 2010
8
Working with the objective of identifying best practices in governance, the OneWorld research
team conducts extensive research to locate initiatives that contribute towards the betterment of
public service delivery. NICT’s Computerised Electricity Bill Collection and Online Remittance
System, with its focus on streamlining the process of bill collection by reducing delays and
efficient and economically and
The OneWorld research team conducted thorough secondary research using web sources to
dentify its strengths. The next step was to
identify the key stakeholders and carry out interviews with them to gain a deeper
Madhya Pradesh State Electronics Development Corporation (MPSEDC):
under Department of Information Technology, Govt. of Madhya Pradesh as the nodal
agency to promote IT in the State. Under the NeGP, it has been appointed as the State
ltd. (MPPKVVCL):
public corporation in the state authorised to distribute and supply electricity on behalf of
istered Indian NGO, working in the field of ICT for development for the past 15
Under the NeGP, NICT has been appointed as the Service Centre Agency (SCA) for
manage and operate the CSCs. They work
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
LESSONS LEARNEDReliable, Consistent, Convenient
Before the digital process, electricity bill collection and payment was unreliable as it
consistently delayed. Now, approximately 55 lakh rupees are transacted daily and in a
manner. Earlier, villagers also had to travel a minimum of 3 to 4 kilometres to pay their
electricity bills; however, today the CSC collection centres allow fo
counters within a kilometre of users’ homes.
services is the widespread reach of over 4
Cost Efficient
The digital system decreases the operat
delays in deposits, the Electricity Board had to take an overdraft amount on high interest.
the transfer is now made online as a same
this cost savings is available for maintenance and operational
Effective Monitoring Mechanism
A new process can only be effective when it is sufficiently monitored. This system has
succeeded due to its well-designed monitoring process. The
the first step, which is followed by the reporting process that involves NICT sending a
report to MPPKVVCL.
Customer Satisfaction & Trust
When implementing the electricity bill payment system, customers had to be
their payment through VLE’s would reach the concerned authority. In other words, a
amount of trust needed to be built up between customers and the new system for
reach the levels desired.
Empowerment of VLEs
Today, VLEs feel empowered through their extensive responsibilities. They are also
through their increase in economic status. The bill collection system has helped
average earnings per month up to 15000 to 17000 rupees.
Technology as an Asset, Not a Hindrance
When creating ICT-based operations, building a computer culture within stakeholder
organisations is important. In this case, computer technology needed to be introduced to
MPPKVVCL in a way that it would be absorbed in a sustainable w
actors find ways of blaming problems on the breakdown of technology, rather
Transparency and Accountability
Governance Knowledge Centre
Promoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Computerised Electricity Bill
Online Remittance System
LESSONS LEARNED Reliable, Consistent, Convenient
Before the digital process, electricity bill collection and payment was unreliable as it
consistently delayed. Now, approximately 55 lakh rupees are transacted daily and in a
Earlier, villagers also had to travel a minimum of 3 to 4 kilometres to pay their
bills; however, today the CSC collection centres allow for electricity bill payment
within a kilometre of users’ homes. The outcome of such reliable and convenient
services is the widespread reach of over 4 crore users, particularly in rural areas.
The digital system decreases the operational cost of electricity bill collection. Earlier, due to
delays in deposits, the Electricity Board had to take an overdraft amount on high interest.
the transfer is now made online as a same-day transaction, the overdraft is
s cost savings is available for maintenance and operational expansion efforts.
Effective Monitoring Mechanism
A new process can only be effective when it is sufficiently monitored. This system has
designed monitoring process. The day end review at the VLE level
the first step, which is followed by the reporting process that involves NICT sending a
Customer Satisfaction & Trust
When implementing the electricity bill payment system, customers had to be
their payment through VLE’s would reach the concerned authority. In other words, a
amount of trust needed to be built up between customers and the new system for
feel empowered through their extensive responsibilities. They are also
through their increase in economic status. The bill collection system has helped
average earnings per month up to 15000 to 17000 rupees.
, Not a Hindrance
based operations, building a computer culture within stakeholder
organisations is important. In this case, computer technology needed to be introduced to
MPPKVVCL in a way that it would be absorbed in a sustainable way. Otherwise,
actors find ways of blaming problems on the breakdown of technology, rather
Transparency and Accountability
Case Study E-Governance
Computerised Electricity Bill Collection and
Online Remittance System
December 2010
9
Before the digital process, electricity bill collection and payment was unreliable as it was
consistently delayed. Now, approximately 55 lakh rupees are transacted daily and in a timely
Earlier, villagers also had to travel a minimum of 3 to 4 kilometres to pay their
r electricity bill payment
of such reliable and convenient
crore users, particularly in rural areas.
ional cost of electricity bill collection. Earlier, due to
delays in deposits, the Electricity Board had to take an overdraft amount on high interest. Since
day transaction, the overdraft is unnecessary. Today,
expansion efforts.
A new process can only be effective when it is sufficiently monitored. This system has
day end review at the VLE level is
the first step, which is followed by the reporting process that involves NICT sending a daily
When implementing the electricity bill payment system, customers had to be convinced that
their payment through VLE’s would reach the concerned authority. In other words, a certain
amount of trust needed to be built up between customers and the new system for usage to
feel empowered through their extensive responsibilities. They are also motivated
through their increase in economic status. The bill collection system has helped to bring their
based operations, building a computer culture within stakeholder
organisations is important. In this case, computer technology needed to be introduced to the
ay. Otherwise, involved
actors find ways of blaming problems on the breakdown of technology, rather than attributing
Transparency and Accountability
Governance Knowledge CentrePromoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Government of India
efficiencies to its use. New technology users also need to be educated
technology including the possibility of poor
have to revert to manual practices to carry out work.
Moving Ahead
Currently, VLEs have to apply to NICT for top
whereby VLEs can directly request the bank for the
transaction.
Research was carried out by the OneWorld Foundation, Governance Knowledge Centre (GKC) team.
Documentation was created by
For further information, please contact Naimur Rahman, Director, OWFI at
APPENDIX A - INTERVIEW QUESTIONSMr. Mahendra Gupta, Founder and Chief Technical Officer NICT
1. When did the initiative begin? What was the need for its roll out? What was the
situation prior to it?
2. Who are the key stakeholders in addition to NICT and MPPKVCCL, CSC? What are
their respective roles?
3. How was the infrastructure and technical support set up? In which cities of
Madhya Pradesh does the initiative operate in?
4. How do the Cash Collection Centres functi
you explain this to us with the help of an example?
5. How are the Village level entrepreneurs selected? Trained?
6. Can you explain to us the financial model of the project?
7. How is transparency ensured?
8. What are the major achievements of the initiative?
9. Has there been any monitoring and evaluation from your side to assess its
impact?
10. What were the major challenges in implementing this programme? How were
they overcome?
11. Are their plans for any enhancemen
Transparency and Accountability
Governance Knowledge Centre
Promoted by Department of Administrative Reforms and Public Grievances
Ministry of Personnel, Public Grievances and Pensions
Researched and documented by
OneWorld Foundation India
Computerised Electricity Bill
Online Remittance System
efficiencies to its use. New technology users also need to be educated about the downfalls of
technology including the possibility of poor internet connectivity during which they would
have to revert to manual practices to carry out work.
Currently, VLEs have to apply to NICT for top-up. In the future, NICT will open a gateway
whereby VLEs can directly request the bank for the top-up amount. NICT will oversee the
Research was carried out by the OneWorld Foundation, Governance Knowledge Centre (GKC) team.
Documentation was created by Knowledge and Research Coordinator, Nicole Anand an
Associate, OWFI, Sapna Kedia
For further information, please contact Naimur Rahman, Director, OWFI at [email protected]
INTERVIEW QUESTIONS Mr. Mahendra Gupta, Founder and Chief Technical Officer NICT
1. When did the initiative begin? What was the need for its roll out? What was the
stakeholders in addition to NICT and MPPKVCCL, CSC? What are
3. How was the infrastructure and technical support set up? In which cities of
Madhya Pradesh does the initiative operate in?
4. How do the Cash Collection Centres function? What services do they offer? Can
you explain this to us with the help of an example?
5. How are the Village level entrepreneurs selected? Trained?
6. Can you explain to us the financial model of the project?
7. How is transparency ensured?
the major achievements of the initiative?
9. Has there been any monitoring and evaluation from your side to assess its
10. What were the major challenges in implementing this programme? How were
11. Are their plans for any enhancements in the future?
Transparency and Accountability
Case Study E-Governance
Computerised Electricity Bill Collection and
Online Remittance System
December 2010
10
about the downfalls of
during which they would
up. In the future, NICT will open a gateway
up amount. NICT will oversee the
Research was carried out by the OneWorld Foundation, Governance Knowledge Centre (GKC) team.
Knowledge and Research Coordinator, Nicole Anand and Research .
1. When did the initiative begin? What was the need for its roll out? What was the
stakeholders in addition to NICT and MPPKVCCL, CSC? What are
3. How was the infrastructure and technical support set up? In which cities of
on? What services do they offer? Can
9. Has there been any monitoring and evaluation from your side to assess its
10. What were the major challenges in implementing this programme? How were