mobile gov paper
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Mobile gov paperTRANSCRIPT
Suresh Anantpurkar
M# 98453-78462
Mobile Governance - Changing the
Service Delivery Landscape
Introduction
Availability of mobile connectivity and penetration of mobile technology in India has opened
up significant opportunities for businesses and government entities to improve citizen
service delivery.
Financial institutes are using mobile technology to provide timely alerts via SMS or out-
bound calls to customers of any activity in their account. Similarly most banks have
launched mobile banking application which enables banking on the mobile. Education
institutes are using mobile to keep parents informed of the progress of their child and other
activities in the school.
This transition from manual service delivery to mobile service delivery is significant and
revolutionary one. Another interesting aspect of mobile technology is the ability to help
enable service delivery in the local language (ex. Voice based services, SMS in local
language, Mobile application in local language)
Service Delivery Paradigm Change
Visit to Govt. office
Citizens, Business and Government employees (called CITIZENS) avail the services provided
by the Government but more importantly it is also critical to let citizens know of their rights
and the role of Government in the society. Ma
in achieving the objective to a certain extent but Mobile based information an
delivery can bring governance at the fingertips of the CITIZENS.
Mobile Governance
The services can be broadly categorized as follows
Information Service (Push & Pull)
Push
• Status of birth certificate
• Status of marriage certificate
• Re-evaluation of mark-
• Status of PF withdrawal request
• Status of on PAN card, Passport, Birth Certificate, Income Certificate
• Notification to Govt. employees upon generation of pay slip
• Notification to pensioners upon depositing pension in
• Notification to the bidders on the status of the bids they are participating in
Service Delivery Paradigm Change
Use of PC / Internet Use of Mobile
Citizens, Business and Government employees (called CITIZENS) avail the services provided
Government but more importantly it is also critical to let citizens know of their rights
and the role of Government in the society. Manual and IT Enabled services have
in achieving the objective to a certain extent but Mobile based information an
delivery can bring governance at the fingertips of the CITIZENS.
Mobile Governance – Service Categories
The services can be broadly categorized as follows
Information Service (Push & Pull)
Status of birth certificate
certificate
-sheet
Status of PF withdrawal request
Status of on PAN card, Passport, Birth Certificate, Income Certificate
Notification to Govt. employees upon generation of pay slip
Notification to pensioners upon depositing pension in bank account
Notification to the bidders on the status of the bids they are participating in
Use of Mobile
Citizens, Business and Government employees (called CITIZENS) avail the services provided
Government but more importantly it is also critical to let citizens know of their rights
nual and IT Enabled services have succeeded
in achieving the objective to a certain extent but Mobile based information and service
Status of on PAN card, Passport, Birth Certificate, Income Certificate
bank account
Notification to the bidders on the status of the bids they are participating in
Pull
Stakeholders use the mobile device
for
• Student / Parent queries the status of the re
• Citizen queries the status of the birth / marriage / income certificate by entering the
application id
• Bidder queries the status of the bid by entering the unique bid id
• Govt. employees checks the leave balance by entering his / her empl
• Govt. employee checks for the status of leave application
*MSP – Managed Service Provider (also known as PPP Vendor)
Payment Service
• Payment of utility bills
• Payment of taxes
• Payment of fines
• Payment for services offered by Government (
etc…)
device to query for the status of the service they have applied
Student / Parent queries the status of the re-evaluation of the mark
Citizen queries the status of the birth / marriage / income certificate by entering the
Bidder queries the status of the bid by entering the unique bid id
Govt. employees checks the leave balance by entering his / her empl
Govt. employee checks for the status of leave application
Managed Service Provider (also known as PPP Vendor)
Payment of utility bills
ervices offered by Government (i.e. driving license, birth certificate
to query for the status of the service they have applied
of the mark-sheets
Citizen queries the status of the birth / marriage / income certificate by entering the
Govt. employees checks the leave balance by entering his / her employee id
driving license, birth certificate
Request for a Service
• Request for improving
• Request for providing basic amenities in the area
• Request to improve garbage collection mechanism with ideas from citizen
• Application for issuance of birth certificate
• Application to renew driving license
• Government Employee
Delivery of Service by Government Authorities
• Inspection of road condition by Government Authorities
• Inspection & Reporting of
• Inspection of Land / Business Premises for granting certain permissions
• Inspection of progress of Rural Housing Development Scheme
Request for improving road condition in the locality
Request for providing basic amenities in the area
Request to improve garbage collection mechanism with ideas from citizen
issuance of birth certificate
Application to renew driving license
Government Employee – requesting for leave to the authorities
y Government Authorities
Inspection of road condition by Government Authorities
Inspection & Reporting of Garbage collection in the city
Inspection of Land / Business Premises for granting certain permissions
Inspection of progress of Rural Housing Development Scheme
Request to improve garbage collection mechanism with ideas from citizen
Inspection of Land / Business Premises for granting certain permissions
*MSDG – Mobile Service Delivery Gateway (Mobile Governance Platform)
Potential of Mobile Apart from providing convenience of anytime
governance also helps eliminate the need to have intermediaries for information and
service delivery. Each of the above categories
have significant positive impact on the quality of life and governance.
In order to achieve the objective of anytime
delivery available to all and more importantly accessible by all
governance initiative need to be undertaken.
Due to the diverse nature of our society
devices having significantly different
levels a mobile governance platform to cater to all is that much challenging.
An effective communication strategy in predominantly urban area would include a
downloadable mobile application with various options but the same strategy may not work
in the semi-urban and rural areas due to the lack of awareness and willingness to use data
services and the preference towards regional language to communicate.
Another factor which plays an important role in the effective implementation is the
common mobile governance p
Mobile Service Delivery Gateway (Mobile Governance Platform)
Potential of Mobile Governance Initiative Apart from providing convenience of anytime – anywhere service delivery, mobile
governance also helps eliminate the need to have intermediaries for information and
service delivery. Each of the above categories of services if implemented effectively can
have significant positive impact on the quality of life and governance.
In order to achieve the objective of anytime – anywhere – any mobile device service
delivery available to all and more importantly accessible by all, a well thought
need to be undertaken.
Due to the diverse nature of our society in which people use various categories of mo
having significantly different usage patterns, language preferences and
a mobile governance platform to cater to all is that much challenging.
An effective communication strategy in predominantly urban area would include a
mobile application with various options but the same strategy may not work
an and rural areas due to the lack of awareness and willingness to use data
services and the preference towards regional language to communicate.
Another factor which plays an important role in the effective implementation is the
common mobile governance platform initiative at the state level. Instead of each
anywhere service delivery, mobile
governance also helps eliminate the need to have intermediaries for information and
ted effectively can
any mobile device service
a well thought out mobile
various categories of mobile
references and literacy
a mobile governance platform to cater to all is that much challenging.
An effective communication strategy in predominantly urban area would include a
mobile application with various options but the same strategy may not work
an and rural areas due to the lack of awareness and willingness to use data
Another factor which plays an important role in the effective implementation is the
latform initiative at the state level. Instead of each
department embarking on the mobile governance initiative of its’ own, state government
must look at creating a common platform as a shared service for every department to
connect to for providing service to the citizen. A well defined and implemented common /
shared platform can result into significant benefits of scale, technology innovation, time-to-
market and shared learning.
As citizens need to interact with Government at various levels, one of the quickest ways to
popularize and create awareness about mobile governance is to enable citizen centric Push
information and Pull information services.
But, the significant benefits of mobile governance platform can be realized only if Mobile
Payment, Citizen Grievance Redressal and G2G services (i.e. Govt. depts. using mobile
technology to improve the governance) are implemented by the state.
The G2G (Government to Government) services can help bring transparency, accountability
and efficiency in the overall governance provided the implementation is focused on
capturing the data at the point of origin which otherwise was not possible due to the
restrictions imposed by technology and cost.
Whereas, the mobile payment services (self and agent assisted) can help save significant
amount of citizens time.
The Citizen Grievance Redressal system can provide a platform for citizens to voice their
concerns and track it to completion using mobile application.
Mobile Governance initiative can also help Government create a large number of mini
citizen service centers by enabling the local “Kirana” Shops as trusted agents to provide the
necessary services to the citizens (mobile phone with an application – ex. Payment of utility
bills, request for re-evaluation of marksheet, request for certificates where no additional
documentation is required).
Standardization and Framework
Implementation of a common mobile governance platform requires creation of standards
and frameworks. The managed services provider and the IT department of the state
implementing mobile governance need to work together to create
• An API standards document for various departments to integrate with the platform
for services
• Security Guidelines for departments to follow
• Data Privacy to be implemented at the platform level
• Guidelines for enabling agent based payment
• Payment Reconciliation process document for mobile based payment transactions
• G2G Services - Mobile Device Security Implementation guidelines
• Service on-boarding and Customer Support process
This is an indicative list; various other uses of the platform like use of the platform for
marketing and communication, use of the platform for promoting innovation etc… are not
discussed here.
Conclusion
Though various state governments have started using mobile to interact with citizen, a
comprehensive mobile governance initiative is yet to take place. The benefits a common
mobile governance platform offers are immense but realizing those benefits requires careful
planning as well as buy-in from all the departments from the state.