misra, d.c.(2008) ifcs&egov_ iipa_ 28.2.08

1

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.)



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: [email protected] 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

mailto:[email protected]

http://in.geocities.com/drdcmisra

http://in.geocities.com/drdcmisra

http://tech.groups.yahoo.com/group/cyber_quiz

http://tech.groups.yahoo.com/group/cyber_quiz



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



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



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citizen relationship during last decade The old service models are no longer valid There is thus urgent need to revitalise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)



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



Citizen Expectation and Citizen Expectation and Government CapacityGovernment Capacity

Expectation-Capacity Graph

Citizen Expectation

Gov

ernm

ent C

apac

ity



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)



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



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



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



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:



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)



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



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.



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)



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)



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



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



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



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?



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?



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



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



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



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



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



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



End of PresentationEnd of Presentation

Thank You.-- Dr D.C.Misra

misra, d.c.(2008) ifcs&egov_ iipa_ 28.2.08

Technology

facilitation

citizen expectation

citizen eco

revitalising

ifc amp

linking ifcs

ifc problems

mobile phone