eOffice Write-up

Transcription

eOffice Write-up

eOffice Sindhudurg
Virendra Singh, IAS
An Insight into the Less Paper Governance
A model for Future Government Offices
Introduction
Sindhudurg District is located in the heavenly abode of Western Ghats bounded by the mighty
Sahayadri Ranges in the east, Arabian Sea to the west, the state of Goa and Karnataka to the south and
Ratnagiri district of Maharashtra in the north. The District has a predominance of rural population and
more than 90% of the population lives in villages and hamlets dotting the Western Ghats and the
coastline. It would be noteworthy that it is the only district in Maharashtra wherein the District
Headquarter is located in a Gram Panchayat.
The prime concern for the administration is speedy service delivery to the citizens in a reliable
and transparent manner, as also the equitable development of the entire district. With this aim in mind the
effective use of Information Technology was the best tool available to provide services as well as to plan
and monitor the developmental process. The use of Information technology was the only solution to end
the inordinate delays which were inherent in the system and the direct consequence or ill effects were on
the citizen. To achieve better service delivery and end the drudgery for both citizens and the employees a
an integrated approach for backend office automation was followed which would ensure better
monitoring and control over the service delivery.
This approach not only improved the harmony between the administration and the people but
facilitated close monitoring, better planning by reaching the unreached, firsthand knowledge of the Gaps
in development, creating an enabling mechanism to reach out and a strong IT infrastructure for effective
monitoring and delivery of services. With the approach followed now the administration is much closer
to the citizens and the entire Business Process Reengineering at the back end has made the service
delivery transparent and assured. The interventions undertaken have also improved the overall
functioning of the offices and made the working environment conducive to speedy service delivery. The
District today enjoys the status of the dream destination for “Administrative tourism”.
The effective tools before the implementation of the eOffice would be of some narrative value as
these IT interventions not only helped in monitoring the system effectively but also helped us making our
employees friendly to IT and use of computers. Without going into much detail, the interventions that
eINDIA Governance Summit 2013
Nomination for Best G2G IT Initiative of the Year
eOffice Sindhudurg, Maharashtra
By: Virendra Singh, IAS
existed before the overall and seamless integration of all the offices of revenue administration are as
follows:1. Tappal/Dak Monitoring System
2. File Journey Management system using the Bar-Code
3. Arms License Management System
4. District Planning and Development Committee- Work Monitoring system
5. Collector’s Meeting Monitoring System
6. Collector’s Note Response System
7. Tree Plantation and Nursery Monitoring System.
8. Citizen Grievance Redressal Monitoring System
9. Non Agriculture Permission Monitoring System
10. IVRS based grievance redressal mechanism/e-Lokshahi
11. Sindhu Samadhan Monitoring Software: For monitoring the complaints received in the
Administration at your Doorstep Programme.
The interventions directly related to the citizens have been given a link on the dynamic
website of the District and thereby the status of the complaints or applications could be monitored
by the citizens directly. These systems are still in place except for those which have been
integrated through e-Office. The Sindhudurg Model of e-Governance is unique in its approach
which is practically oriented and citizen centric.
The implementation of the eOffice is a historic event which has changed the centuries old
established physical paper intensive office into a paperless office. The following write gives a
brief insight into this wonderful journey.
e-Office and the Administrative integration:
marching into an era of paperless Governance
The district today is seen as one of the most advanced districts, in e-Governance. Yet another feather
in the cap was total integration of the entire revenue administration form Tahsil level to Collectorate by
using the e-Office application. The District has the honour of being the first District in the country to
have done such massive administrative integration. Sindhudurg District was declared as the first
paperless governance District of Maharashtra, on the day of the inauguration of e-Office by Honorable
Chief Minister of Maharashtra on 24th December 2012.
•
An introduction to the e-Office
The first thing we see when we enter into the government office is stack of papers and lots of
files, piled high on the desks, sometimes difficult find a place or to find a person behind those files. Think
about the about the people who work every day with these files–creating, retrieving, signing, moving,
storing, and searching. Physical file management has been a part of Government since ages. However in
this new era of Information technology, Government is shredding these physical files bytes by bytes
converting these to digital files and implementing electronic office solution.
As per study, on an average, a document is photocopied 19 times. Paper files get doubled every
3.5 years and paper usage in an average office grows 22 percent a year and doubles every 3.3 years which
keeps adding to the new filing cabinets and resources to manage these. A letter has to pass through 41
steps and entered in dozens of the registers before it is answered.
The average time to retrieve and file a paper document is 10 minutes. Due to the large number of
physical files, average search time for any document is 18 -20 min minutes and sometimes these files are
never found. Misplacement of files is a very common issue and at any given time about 3-5% of
organisation’s files are lost or misplaced. In organizations where there is lot of paper based work, half of
the office’s time is spent in handling paper or data entry. In spite of this effort, 92 percent of information
is in manila folders.
Protecting the files kept in record rooms from wear and tear and any misuse is another challenge.
In any unforeseen event such as fire, no backups are available for the physical files stored. EOffice is
aimed at improving internal efficiencies in an organisation through electronic administration. E-Office is
workflow software that enables departments to clear, edit or suggest on files on computers connected via
a NICNET link, a point-to-point connectivity.
•
Major Components of eOffice
eFile – Online File management System
KMS - Knowledge Management System
eTour – Tour Management System
eLeave – Leave Management System
The eOffice system is protected and is operated using Digital Signature Tokens (DSC) which has
been issued to every Officers / Employees.
The most important of the modules is e-File (File Management System). E-File is a work flow based
system that involves the handling of files with a more efficient electronic system. This system involves
all stages including the Diarisation of Inward Receipts, Creation of Files, Movement of Receipts and
Files and finally the archival of records. With e-File system the movement of Receipts and Files has
become seamless and there is more transparency in the entire process as each and every action is recorded
electronically. Also it is very easy to trace and track any file or letter and give information readily to the
citizens, which is the core of transparent governance.
The Knowledge Management system enables the administration in having a central and permanent
easily accessible and readily available repository of knowledge required for efficient functioning in the
system. It includes all the rules, regulations, office memoranda, Orders from the Courts of Law,
Government Resolutions etc. Also the various office orders can be placed on the notice board for the
ready reference and quick dissemination of information. In short every employee has an encyclopedia of
knowledge on his desktop. Also the availability of BPR enables the employee to know the flow of work
and can be used for continuous self training.
The Leave Management System enables the administration in quick and efficient monitoring of the
leave of the employees and also keep a permanent record of the leave taken.
The appointment scheduler is used for the planning of the entire schedule on daily basis and the
sharing facility ensures that there is no clash in the schedules and the time can be utilized effectively.
In short, eOffice has transformed the entire revenue administration in Sindhudurg District to a
paperless, more transparent and accountable organization with a planned approach in day to day
functioning. Ever Since the inception we have handled more than 25,000 files and over 70,000 receipts
electronically.
Equipped with the state of art computers, the well trained man power, effective and fast CRUs and the
best of permanent training and data entry centers, we claim to the best of the Government Offices at par
or better than the corporate offices.
•
Journey to the e-Office
The transition from the typical Government Office and a typewriter based system to a modern day
office with seamless connectivity and total process integration was a daunting task for the
administration. But with meticulous planning and a steady and persistent approach the change
management and the transition was effectively handled. We proceeded in a phased manner for the
implementation of e-Office and the stages can be identified as:
1. Business Process Re-engineering
2. Resource Gap Analysis and covering the gaps
a. Infrastructure Gaps
b. Human Resource Gaps
3. Change Management and implementation
•
Business Process Reengineering: To overhaul the entire system the BPR was undertaken and
in this we carried out the following tasks effectively.
o Filing system was improved on the lines of Central Secretariat Manual of Office
Procedures.
o Identified more than 2300 subjects being handled by the District Collector office and
graded them into the Basic, Primary and Secondary Processes.
o Documenting the ideal work flow for each process and the various provisions of the
law or Government orders needed for the same.
o Record classification and record room improvement: Over 50,000 files with lakhs and
lakhs of pages were classified and moved into record rooms thereby improving the
overall environment of the office.
o Working out the scanning load to move into the electronic system: The remaining files
that were current and required for the day to day work were identified for scanning and
moving them into the e-Office system. We had a daunting task of scanning about 11
lakh pages in thousands of files, which was done very smoothly by our motivated set
of employees.
Before Record Sorting
After Record Sorting
Resource Gap Analysis and covering of the Gaps:
•
Infrastructure Gaps: The office had terrible shortage of computers, scanners and also the
internet connectivity. These gaps were identified and through constant planning and resource
management the gaps were plugged to create an ideal environment for the switch over to total
electronic governance. Over 350 employees were provided with new computers; all offices
were provided with heavy duty scanners and were connected with internet and LAN.
•
Human Resource Gaps: The employees were trained initially on the use of computers and then
slowly on the e-office application. We conducted more than 80 mass training sessions and
almost daily, desk to desk training to produce a pool of well trained and motivated lot to make
the change over possible.
•
Change Management and launching of the e-Office: The slow and steady march towards
creating the best governed office was not easy if the change management was not effectively
tackled and this was done by following a strategy of training continuously and motivating
people to work ceaselessly for achieving the aims. The e-Office champions were selected and
they were the people who managed the change over by training and personal example. With
this approach we finally launched the biggest project in e-Governance in the history of the
state on 24th December and this was inaugurated by the Honorable Chief Minister of
Maharashtra. The function was attended by the Honorable Revenue Minister, Honorable
Minister Industries and Ports, Honorable Chief Secretary, Honorable Additional Chief
Secretary and various other dignitaries.
e-Office inauguration by Hon’ble CM
•
Advantages of the eOffice
o Immediate Results
–
Transparency & Accountability: The documents or the files are preserved forever.
There are no chances of the files being misplaced, modified or lost. There is an absolute
transparency as anything once written on the file cannot be changed or undone. The files
cannot be kept pending as the system is designed to give feedback and monitoring
mechanism.
–
Quick disposal of cases
–
Monitoring of pending cases
–
Exact position of receipts and files
–
Single Employee directory
–
Preservation of knowledge in an organized fashion
Long term Results
–
Seamless
ess integration of various other applications with eOffice
–
Creating an e-environment
environment for the employees
–
Simplifying the future with good infrastructure and increased awareness on computers
–
Building a Citizen interface to facilitate the whereabouts and action
action taken on grievances,
applications, petitions, RTI, etc.
–
Paving a way for the transition to a Paperless/ Less Paper Office
Sindhudurg today has the rare distinction of being the first district in the country to have
successfully integrated the entire revenue administration from the Tahsil level to District Collectorate.
The two centuries old institution of District Collector has moved into a new era of Governance and
Sindhudurg leads this monumental change.
Before and After the implementation of e-Office
e Office
Revenue Branch Collector Office
District Collector at work (Before and After e-Office
Office implementation)
Few Newspaper Reports
OUTCOME ANALYSIS
The interventions and the initiatives taken have resulted in a lot benefits which can be listed as under:
•
•
•
•
•
•
The fruits of development have started to reach the hitherto unreached sections of populace
The drudgery of the citizens and employees has reduced.
The administration has become more accountable and transparent.
The working environment has become friendly to citizens.
The public participation programmes have become more successful.
The District has become a role model of Administrative Excellence not only in Maharashtra
but the entire Country.
We today proudly boast to be the center of Administrative Excellence coupled with good public
participation as a role model district. This entire journey has been planned and executed in a short period
of one and half years. This is an example that has been followed by many districts and the Government
has made it mandatory for all the District Collectors to visit and study the Sindhudurg Model of
governance after the successful implementation of the e-Office.

eOffice Write-up

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