The World Bank

e- Governance Projects :
Lessons Learned

by
Amritesh Kr Srivastava
e- Government Practice
The World Bank
e- Governance :

World Bank’s Role

E- Governance - Bank Projects
World Bank – Global Experience
• Ukraine – Govt MIS/ Document Mgt. Systems
• Jordan – Public Sector Reforms
• Thailand – Institutional Leadership for e- Government Project
• Ghana - National Clearing House
• Mexico – E- Business Systems
• Bangladesh – Public Sector Modernization Project
• Tanzania - ICT for District Governance
• Kenya - Busting Corruption Using Internet
• S. Africa - Government Portal
• Uganda - Parliament Portal
• Cuba - InfoMed Health System
• Peru - Information System for Rural Development
• Uganda - Elections Uganda
• Sri Lanka - E- Sri Lanka
• Ecuador – Public sector Financial Management Project
• India …
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E- Governance in India- Bank Projects

Water Sector Projects

• UP- WSRP
• Rajastan -WSRP
• MP - WSRP
• Maharastra- WSRP

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E- Governance in India- Bank Projects

Health Sector Projects

• IDSP
• Malaria Control
• AIDS
• State Health
Systems Projects

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E- Governance in India- Bank Projects

Infrastructure Projects

• Power Sector Projects

• TN Urban Devp. Project
• NHAI
• Gujarat Earthquake
• Assam Roads
• Delhi Jal Board

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E- Governance in India- Bank Projects

Rural Devp. Projects

• Sodic Lands Project

• National Agriculture
Technology Project
• UP Forestry
• ICT in Rural Districts
of Pune

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E- Governance in India- Bank Projects

Environment Sector
Projects

• Pollution Control
Boards
• Environment Mgt.
Capacity Project

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E- Governance in India- Bank Projects

India – National E- Governance Action Plan

STATEWIDE ROLLOUT NATIONWIDE ROLLOUT

•DGFT
• Land Records •Customs

• Registration •Central Excise

• Treasuries •Postal Department
• Transport •Passports
• Police •DCA
• Municipalities •Direct Taxes
• Gram Panchayats
• Commercial / Sales Tax
EDI
• Agriculture Integrated citizen services
• Courts etc. Payment Gateway
e-Biz
e-Procurement
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e- Governance Projects

Critical Analysis
E- Governance

Critical Analysis
• High Risk – High Returns projects !
• Limited Human Resources in e-Governance
• Project Management -Difficulties abound
– Delayed, limited functionality, budget over-runs
• Financial Sustainabilty - Rarely achieved ?
• Grassroots consultation
– Top down approach rarely works !
• IT Policy & Law

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E- Governance
Critical Analysis

• Standardization / Policy Framework

– Standalone efforts, Islands !
• Sector level Solutions !
• Local language / Locally relevant content
– English content, illiteracy, target audience ?
• Reinventing the Wheel !
– Duplicate efforts - wasted cost, time and funds
• Wiring India – last mile solutions
– Need for low cost connectivity ?
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e- Governance

Lessons Learned
E- Governance - Lessons

1. Need for a Holistic Approach

Elected Representatives
• Need for a Holistic Approach –
the ‘ Big Picture ’.
• Support at the ‘Highest levels ’.
•Need for Policies, Standards &

Treasury , Finance + Rev.s

Service delivery arms

Edu.+ Health + Welfare

Adm inistration
Legal Framework for e-

Public utilities
Judiciary
Government
• Partnerships – Private sector,
Academics & NGOs.
Customer

Citizen
Representative forums
• ‘Inclusive Approach’ - Social , Business

Gender, Language etc

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E- Governance - Lessons
Tamilnadu UDP II
Syste ms Collection Facilities
ULBs By Project Own Total Within Office Within ULB Bank Total
Municipalities 102 718 374 1092 85 14 7 106
Corporation 5 202 116 318 25 34 34 93
Town Panchayats 611 655 0 655 0 0 0 0
Aggregate 718 1575 490 2065 110 48 41 199

Coimbatore

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E- Governance - Lessons
Holistic Approach – Tamilnadu UDP II
Services
1. Birth and Death registration
2. Building Plan Registration/ Approval
3. Dangerous and Offensive & PFA
Financial Management
1. Financial Accounting System
2. Inventory Control
3. Movable Property
4. Vehicle Inventory
5. Immovable Property
Revenue Management
1. Non-Tax
2. Professional Tax
3. Water Charges
4. Property Tax
Others
1. Census
2. Personal Management System
3. Electoral rolls
4. Family Enumeration
5. Solid Waste management
6. Hospital Information
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E- Governance - Lessons
Tamilnadu UDP II
Demand from staff and citizens - ULB’s on their own
have invested in procurement of systems (1575
systems from the project, additional 490 by ULBs)
A 10-15% improvement in collections have been
recorded as against manual systems. [Roughly an
increase in revenue of about US $ 7-8 million.
An issue especially in terms of closure of subsidiary
revenue registers has been of collection greater than
demand… about 10 % of errors in demand registers
to be rectified ] ,
Birth and death certificates issued in 15 minutes…
The impact, closure of cash book by 5.30-6 PM as
against 8 PM before automation.

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E- Governance - Lessons

2. Need to Develop HR Capability

• Need for a CIOs in every

Department
Government department Head

• Need for more aware

CIO
Bureaucracy & Political
Leadership
Officers & Staff
• Continued Training
• Change Management

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E- Governance - Lessons
3. Need to Develop Organizations

• Need to develop
National
‘appropriate organizational
structures’ in states and State
centre
• Building Ownership and District

‘Buy-in’ at all levels Block

• Need to accept Change
and Flexibility – to address Village
changing requirements

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E- Governance - Lessons

4. Need to Develop Support Framework

• Policies, Standards &

Technical Framework for
e- Government
•Coordinated approach –
Communication
Infrastructure, Data
Centres, Security Systems,
R&D support etc.

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E- Governance - Lessons
5. Focus on Sustainability

Target Outcomes =
Cost Savings + Revenues + Efficiencies
Project Cost + Operations Cost + Risks

• Coordinated long term view – ‘ Focus on Outcomes’

• Develop innovative Financial & Business Models - PPP

• Monitoring & Evaluation - for Target Outcomes !

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E- Governance - Lessons
6. Focus on Project Management
Project Management

Project Management - Challenges

FIN. MGT
PHY. PROGRESS LEGAL
OBJECTIVES

DISBURSEMENT SAFEGUARDS

STAFFING
M&E

PROCUREMENT
CNTRY RISK RISK MGT FUNDS FLOW

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E- Governance - Lessons
7. Need for a ‘Big Push’

Performance
Transformation

Improved Effectiveness (70% of benefits)

P e rfo rm a n c e

Project
Costs
Improved Efficiency (30% of benefits)

Baseline Performance

Stage I Stage II Stage III

TIMELINE Development Go Live Second Wave

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e- Governance :
Lessons Learned

Thank you
e- Government Practice -ISG
The World Bank