E-GOVERNANCE TOOL FOR

SUSTAINABLE URBAN
DEVELOPMENT

Dr. Abdul Razak Mohamed

Professor, Dept. of Planning
School of Planning and Architecture
Vijayawada
razak@spav.ac.in Ph. 8333898065

Presentation made on the Induction Program for CRDA

New Recruits at Andhra Pradesh Human Resource
Institute, Papatlla A,P on 21-06-2016
 ABOUT ME
EDUCATION M. A, Soc.(M.K Uni. Madurai) 1981 M. Phil., Soc. (Uni. Madras) 1985
M.T.P Town Planning (SAP, Anna Uni. Chennai) 1984
AusAID Award Ph.D Urban Planning and Policy (RMIT Uni.
Melbourne, Australia) 2001
SWISS IDA Award Executive Masters in e-Governance (EPFL,
Lausanne, Switzerland) 2009
Post M.A Diploma in Population Studies (Uni. Madras-1984)
Post Graduate Diploma in Human Resource Planning and
Management (IGNOU-1997)

WORK- Program Associate Urban , CEE, Ahmedabad - 1985-90

Faculty Urban Planning SPA, New Delhi . 1990-2003
Professor DP, SAP, AU-C. Since 2003
Professor and Head DP since May2011

COUNTRIES VISITED: Germany, Australia, Indonesia, Singapore, Malaysia,

Thailand, Sri Lanka, Italy, France, Switzerland, Spain, Canada, USA, UK,
UAE, Japan, Korea, China, Estonia etc.
 URBAN PLANNING
Over the past century, as the technologies of city
and building systems have become more complex
(think of wastewater treatment and ubiquitous
highway transportation systems on a regional
scale, along with intricate electrical/mechanical
systems on a building scale).
 BETTER CITY
To have better city better life we need

better planners to built city, better teachers to

mould planners, and
better administrators to built government and
better politicians to govern the cities.
better neighbours to built communities and
better citizens to form harmonious living.
 PROBLEMS
Cramped spaces; shabby ambience; discourteous
dealing personnel and their chronic absenteeism;
demands of gratification;
inefficiency in work; long queues; procrastinating

officials; procedural complexities; etc., were some

of the undesirable features of the working of
the government departments.
Consequently, a visit to government department
by a citizen to make use of any service used to be
a harrowing experience. (Monga A 2008)
 FRUSTRATION

Many citizens do not look forward to

dealing with government. Many
are frustrated with the bureaucracy.
A recent survey of business executives

rated the Philippines as having a

pattern of worsening bureaucracy.
The bureaucracy is seen not only
as ineffective, but also wasteful.
PERCEPTIONS
People usually think of government as a
hierarchical bureaucracy (Margetts, 2003)
and bureaucracies are often criticised for their
rigidity, proceduralism, inefficiency and
inability to serve human clients (Ho, 2002).

IT is expected to displace bureaucracy as the

primary vehicle for effecting the delivery of
services leading simultaneously to cost
reductions and service improvements.
 CHALLENGES

Publicmanagers worldwide aspiring to

improve the quality of government
services are increasingly deploying
E-government strategies that apply the
capabilities of information and
communication technologies to
redesign government services.
UN2008
 GOVERNANCE
Shifting of powers, responsibilities, and
accountabilities from national governments to
local governments - we cannot ignore the role of
metropolitan government in attracting
investments, providing employment, and
delivering basic services.
Rising residents expectations with regard to the
quantity and quality of public services.
These trends are likely to accelerate in the
future.
Government to Governance

 RECENT TREND- GOVERNANCE

Empowerment of Residence Welfare Associations
(RWAs) Community-Centered Activities (CCAs) and
building Federations of Residential Welfare
Associations (FRWAs) especially in the North and
South Indian metropolitan areas. Emergence of New
Urban Social Movements
Public Private Partnerships - private, public and semi-
public actors is currently redefining the decision-
making structures that produce urban spaces, leading
to new forms of alliances and coalitions in which
different views and interests are being negotiated.
New forms of governance - reshaping the city by
changing its land uses: the production of new built
environment includes building capital cities, multi-
cultural residential neighbourhoods, rental housing,
single person accommodation, based on emerging
multi-cultural, civic, leisure or consumption patterns.
 NEW FORM OF GOVERNANCE
It is evident that the shift is prominent as
(a) Government to Governance, and
(b) Governance to e-Governance system of Government.
This change makes the Central, State and Local
Governments more
responsible,
transparent, and
participatory in terms of planning, development and
management of towns and cities.
Here is the basic question
how the application of e-governance system to be
considered as an important means towards improvement
in the service delivery systems of urban local governments
and achieve sustainable urban development.
 THE SITUATION
The most visible aspect in this regard is the
introduction of electronic system in the urban
local governments such as corporations and
municipalities in India.
The establishment of computerized infrastructure in
the central, state and local governments office is
evident from the large scale investments by central
and state governments.
But what is the invisible fact is the slow pace of
organizational change in terms of the need for the
change in the work environment both the physical and
human perspective.
 GOVERNMENT AND GOVERNANCE
Donald F. Kettls (2002) emphasis on the historical analysis
of American public administration provides some good
discussion on government and governance.
Government is an institutional superstructure that
society uses to translate politics into policies and
legislation.
Governance is the outcome of the interaction of
government, the public service, and citizens throughout the
political process, policy development, program design, and
service delivery.
Governments are specialized institutions that contribute
to governance. Representative governments seek and
receive citizen support, but they also need the active
cooperation of their public servants.
Governance is the outcome of politics, policies, and
programs.
 E-GOVERNMENT
Sharma P. (2004) e-Government sector
as Government to Citizen (G2C)
initiatives are designed to facilitate
citizen interaction with
government, and attempts to make
transactions such as
renewing licenses and certificates
paying taxes, and applying for
benefits.
The vision for electronic
government is that Departments and
the public will be able to do business
through a standard electronic
environment that promotes public
participation and trust.
 E-GOVERNANCE IN LOCAL
GOVERNMENT
Even though all the municipalities opened up a
website and installed computer and access internet
facilities but it is still very little has been done in
following e-governance system in to the day to day
functioning of the municipality and the people to
use in getting the services.
There is lack of trained manpower in the municipal
administration, political will, lack of internet
literacy, access to computers and internet are the
main reasons for the situation.
But the evolution of e-governance is a highly complex
process requiring provision of hardware, networking,
soft ware and re-engineering of the procedures for
examination of cases and decision making.
 PRE-REQUISITES FOR E-GOVERNANCE
The government of India report of the working group on
convergence and e-governance states that there are important pre
requisites for e-governance. It includes
(a) large scale computerization,
(b) capability of use of local language in the IT systems,
(c) awareness (bringing the mindset of the government staff),
d) infrastructure,
(e) standardization,
(f) certification authorities, and
(g) knowledge networking for better governance.

The points discussed above clearly state that there is a lot of

efforts, suggestive measures and the great potential for the e-
governance system in development.
But the problem is the efficiency and effectiveness of the
system in terms of both the providers and users.
In this regard e-readiness and awareness is one of the key
issues in terms the success of e-governance.
 RESEARCH OVERVIEW
E-governance success depends on e-readiness and awareness
Organization the provider of service preparedness
People the user of services awareness

E-governance in local Government

Municipality is the lower level of government
Responsibility to deliver social and civic services to people

Conventionally the local government work on paper based and human intensive - people
access services by physical presence
Today the local government is expected to work on paperless and human with computer
intensive- people are expected to access services by digital delivery

The study aimed at - theoretically e-governance Vs. e-readiness and awareness

In practice how local government-municipality cope with introduce e-governance system

in terms of
how it is ready and what are the changes take place in the process and structure of
the organization and the
do the people aware of the organizational change and gain access to services digitally.

Tamil Nadu scenario & Tambaram Municipality-Chennai as Case study

 BACKGROUND
Twenty years ago, India faced tremendous challenges when it set on
its Information and Communication Technology (ICT) journey.

In 2005, the scenario has undergone an amazing transformation.

India - reputed ICT solutions and services providers across
the world
global ICT leaders have invested in India, making the country
their hub for software development, offshore outsourcing
and R&D.
The Ministerial Departments of National and State
governments in India uses ICT as a tool in information
dissemination between G2G and G2C
The local governments like Corporations and Municipalities
of various State Governments adopt ICT in administration for
quick and cheap way of delivering civic and social services to
the people
 ICT IN LOCAL GOVERNMENT
Municipalities in India considered to be the
Urban local government realized the
importance of using ICT for better
administration and better delivery of civic
services to the inhabitants of the urban centers.

Even though the need of ICT is felt by the local

government, still the utility both in terms of
administrative improvement and people
interface is very much minimal due to number
of reasons.
 GOVEMENT VS. GOVERNANCE
E-GOVERNMENT VS. E-GOVERNANCE

GOVERNMENT GOVERNANCE

SUPERSTRUCTURE DECISION FUNCTIONALITY PROCESSES

RULES ROLES GOALS PERFORMANCE

IMPLEMENTATION OUTPUTS COORDINATION OUTCOMES

E-GOVERNMENT E-GOVERNANCE

ELECTRONIC ELECTRONIC ELECTRONIC ELECTRONIC

SERVICE DELIVERY WORK FLOW CONSULTATION CONTROLSHIP
NETWORKED
ELECTRONIC ELECTRONIC ELECTRONIC
SOCITAL
VOTING PRODUCTIVITY ENGAGEMENT
GUIDANCE
Thomas B.Riley (2003)
 GOVERNMENT VS GOVERNANCE
Governments foremost job is to
focus society on achieving the
public interest
Governance is a way of describing
the links between government and
its broader environment
political, social, administrative.
Donald F. Kettl, (2002) THE TRANSFORMATION OF GOVERNANCE, John Hopkins University Press,
 INTERNET USERS IN INDIA
In India Use of Personal Computers has
tremendously increased from 5.4 million PCs in 2001 to
20.5 million in 2015.

As on today, only every hundredth person has a personal

computer.

12.2 Internet Users per 100 population.

However, every 35th person is using internet in

India.
 E-READINESS
e-Readiness is a multidimensional concept.
It measures the states ability to participate in an
increasingly networked world.
It can be viewed as the ability to pursue value creation

opportunities facilitated by ICT.

Therefore, it is not simply a matter of the number of
computers, internet connections, telephones and
mobiles, etc., in the state but also the ability or
readiness to use technology skillfully at the level of
the individual, business and the Government.
 E-READINESS
Lack of e-readiness contributes to both lack of and failure of
e-governance initiatives (Heeks. R,2001).
There are six key questions can be asked of developing
country governments in order to assess how strategically
prepared they are for e-governance.
(1) Are the management system records and work processes in
place to provide the quality and quantity of data to support e-
governance,
(2) Are the laws and regulations required to permit and to
support the move to e-governance in place,
(3) Are the institutional support exists for facilitation of e-
governance,
(4) Are the attitude, knowledge and skill in place in terms of
the organization,
(5) Are the provided with computers and telecommunication
infrastructure,
(6) Are the organizations has leaders with vision to put e-
governance on to the agenda and make it happen.
 ASSESSING E-GOVERNMENT READINESS
The United Nations e-Government Survey 2008
presents a comparative assessment of the 192 United
Nations Member States

The aims to which these technologies are put to use vary,

but include:
betteraccess and delivery of services to citizens,
improved interaction with citizens and business, and
the empowerment of citizens through access to information.

This evaluation of e-government readiness places citizens

at the forefront, by focusing on the governmental services
and products that primarily affect them.
 Economist Intelligence Unit e-readiness rankings 2008

World map showing the e-readiness scores 8.000 - 8.999 7.000 - 7.999 6.000 - 6.999 5.000 - 5.999
4.000 - 4.999 3.000 - 3.999 No Data
 NCAER
The2006 e-Readiness Report of National Council
of Applied Economic Research, New Delhi, India
evaluate the e-Readiness of certain central
ministries.

The performance of government ministries is

relevant since one of the major purposes of e-
Readiness is to strengthen organisation
The major constraint in promoting ICT usage is
shortage of qualified human resources.
incentives for Information Technology staff
NATIONAL E-READINESS INDEX

Infrastructure

Government
Readiness

Individual usage
The NCAER survey identified Tamil Nadu, Karnataka,
Andhra Pradesh, and Maharashtra as the leading States
in terms of "e-readiness".

Tamil Nadu
 PROBLEM STATEMENT
Sharma P. (2004) E-government sector as Government to
citizen (G2C) initiatives are designed to facilitate citizen
interaction with government,
India is the world largest democratic country where 27 per
cent of the population lives in urban areas. Tamil Nadu is
the second largest urbanized state in India. It accounts for
about 44 per cent when compared with 27 per cent as overall
urbanization in India.
Urban Municipal Governments (UMG) in India is given legal
ambiance in terms of financial and political aspects as per
the 74th Constitutional Amendment Act. 1992.
Urban municipalities are the local government, considered
as the third level of government system in India. The three
level government systems in India viz. central, state
and the local system which is called as three tier system of
government.
 PROBLEM STATEMENT
There is a large amount of money spend annually by the
government towards the payment of staff salary. Heeks. R (2001)
viewed that it is true all over the World government in the
developing nations costs too much, delivers too little, and is not
sufficiently responsive or accountable.

Even though all the municipalities opened up a website and

installed computer and access internet facilities but it is still very
little has been done in following e-governance system in to their day
to day functioning of the municipality and the people gain access to
services.
There is lack of trained manpower in the municipal
administration, political will, lack of internet literacy, access
to computers and internet are the main reasons for the
situation.

 THEORETICAL FRAME WORK

e-governance is a current, not just

future, reality for developing countries.
However, most e-governance initiatives
fail . (Heeks 2001a).
e-readiness and awareness is one of
the key issues in terms the success of
e-governance.
the challenge is the e-readiness of
municipal organisation is important
for e-governance in practice.
Source: Information Technology in Developing Countries Volume 11, No. 3, December 2001 A newsletter
of IFIP Working Group 9.4 and Commonwealth Network for Information Technology
 RESEARCH QUESTIONS
fundamental questions such as
(1) what is the favorable and un-
favorable condition exists in practicing
e-governance in urban municipal
administration and
(2) how the citizens perceive about the
e-governance way of gaining access to
services from the local government.
 METHODOLOGY
At the state level the study will focus on the aspects (in
terms of preparedness) such as
(1) Internet Infrastructure for Municipalities
Position
Reform
(2)E- readiness of the Tambaram municipality
Human resource in Municipal Organization
Infrastructure
Capacity building
leadership
(f) The target population of the study (in terms of
awareness) is (a) the municipal staff from the higher and
middle level (Questionnaire), and (2) a cross section of
population from the visitors to the Municipality (Structured
Interview) Based on the e-readiness assessment report 2006
Information and Communication Technology (ICT) has been a major
growth driver for the Indian economy in the last few years. In 2006-07
the industry grew to a size of US $ 51 Billion.

ICT production in Tamil Nadu touched a high of US $ 5.7 billion in 2006-

07
 REFORM INITIATIVES
The administrative measures taken by the Government over the last
two years have Empower the ULBs substantially. They were
permitted to fill up all vacant posts, thus enabling them to ensure
better service delivery to the citizens. This was achieved by the twin
activities of
filling up of 2020 vacancies and appointing personnel for 145
newly created posts.

Large scale Capacity Building is being attempted through

training.

The recently increased powers of Administrative and Technical

sanctions for works, have enabled them to cope with the present day
requirements.

The policy thrust for the year 2008-09 will aim at consolidating the
efforts taken in the last two years, give an impetus to e-governance,
and will strive to make the ULBs Citizen Friendly Institutions.
Ref: MUNICIPAL ADMINISTRATION AND WATER SUPPLY DEPARTMENT , POLICY NOTE ON ADMINISTRATION OF URBAN LOCAL BODIES CORPORATIONS,
MUNICIPALITIES, TOWN PANCHAYATS AND WATER SUPPLY DEMAND No. 34, 2008-2009
 Administrative Milestones
There are 8 Municipal Corporations viz., Chennai, Madurai, Coimbatore,
Tiruchirappalli, Salem, Tirunelveli, Tiruppur and Erode. Seven
Corporations (except Chennai) and 150 Municipalities including 49
Grade III Municipalities are under the
administrative control of the Commissioner of Municipal Administration.
Constitution of New City Municipal Corporations
The Erode and Tiruppur Municipalities have been constituted as
Municipal
Corporations and have started functioning as Municipal Corporations
from 1-1-2008.

The Municipalities are classified into five grades based on income /

population
criteria.
 E-GOV IN LOCAL BODIES

The State Government and the Urban Local Bodies have executed a Memorandum of
Agreement with the Government of India, committing to implement the reform
programme. Under the Urban Local Bodies level, reforms committed viz.,
E-Governance, shift to Accrual based double entry accounting, property tax (85%
coverage), property tax collection efficiency (90%) have been already achieved by the
Urban Local Bodies. 100% cost recovery for water supply and solid waste services have
been committed to be achieved in the year 2012.
E-Governance Implementation in Urban Local Bodies
The Sub component of Information and Communication Technology under the TNUDP
III includes procurement of goods and services required to complete the e-governance
initiatives. The Commissionrate of Municipal Administration has introduced a
series of measures to ensure that e-governance activities are completed in the Urban
Local Bodies
Necessary arrangements have been made in Urban Local Bodies for implementing
the 18 modules on e-governance and making them on line.
Exclusive websites have been hosted for each of the 150 Urban Local Bodies.
A web portal has been launched for the on-line monitoring of tendering
processes and e-governance progress monitoring.
INDIA TAMIL NADU
Chennai (in Tamil), also
known as and popularly
called as Madras, is the
capital of the State of
Tamil Nadu and is India's
fourth largest
metropolitan city.
It is located on the
Coromandel Coast of the
Bay of Bengal. With 6.7
Million population as per
2001(City Population is
4.2 Million) and
estimated population of
7.45 million (2005), the
369-year-old city(on 22
August 2008) is the 31st
largest metropolitan
area in the world.
 ORGANISATION STRUCTURE OF THE
MUNICIPALITY
The organization is governed by the Tamil Nadu
District Municipalities Act, 1920.
The organizational setup of the municipality comprises
of the Political Wing and an Executive Wing.
The Political Wing is an elected body of Councilors from 39
wards in the town and is headed by the Chairman.
The Executive Wing, headed by the Commissioner looks
after the day to day functioning of the municipality and
supports the Political Wing in the decision making process.

Each department consists of a head who reports to the

commissioner and functions as per the responsibilities
prescribed in the act and as delegated by the municipal
commissioner
 ORGANIZATIONAL E-GOVERNANCE
STRUCTURE
Background
Institutional Arrangements
Project started 1999
One program assistance
Sponsored by TNUDP III
Office assistants,billcollectors
Three pilot centers
Software designed in house
Website:
(TNUDPIII),the centre permises
www.municipality.tn.gov.in/tanbara
provided by municipality,
m
Access Points Capacity Building Constraints and
Three access centers Operators trained challenges
Municipal offices, bill for 15 days Resistance from govt.
collectors,no waiting computer training officials and middleman,
hall, help desk, and Municipality pay success factor is public
token conter salary demand

Service Provided Technology

Payment of water and sewerage bill,
property tax, registration and
renewal of trade license, birth and
death certificates, building plan
license, professional tax
The network architecture is wide area
network (WAN) The front end is UB
based, Centers with 256 kbps
dedicated leased line and window
service 2003 server
 STAFF PROFILE AND WORK
Gender Gender
Age Age Education
Education
ENVIRONMENT
Level Level Mode
Mode of
of Transport
Transport
Male 73% Male
30 -4073%
26.6%30 -40 26.6%School School 20.2% Bus
Bus 40.4%
40.4%
Female 27% Female 27%
41-50 53,2% 41-50 53,2% 20.2%
Graduate 56.5% Train
Train 26.6%
26.6% Scooter
51-60 20.2%51-60 20.2%Higher Graduate
Edu. 13.3% 56.5% Scooter
33.0% 33.0%
Higher Edu.
13.3%
Work Work facilities Best in office Worst in office
Work Duration Work facilities
Duration Best in office Worst in office
2005-08 Good 79.8% Snegamcentre Parking 20.2%
2005-08 26.6% 26.6%
Good 79.8% Bad 22% Snegamcentre
40.4% 40.4% Rest No response
Parking 20.2%
1996-04 13.6% 1996-04
Bad 20.2% Good admin.
Good admin. 20.2% Rest No response
1985-95 60.1% 13.6% 20.2% 39.4%
No Response
1985-95 No Response
60.1% 39.4%

e-Governance e-Governance means

Awareness
Yes 13.3% No Response 53.2%
No 26.6% Response 47.8% Quick work
No Response 60.1% Work Easy
Speed Communication
Update information
Work Satisfaction
Training Obtained Training Focus
No 47.8% How to Operate computer
Yes 53.2% Computer accounting
Administrative and legal aspects
 TRAINING NEED
Organizational Computer
Computer based
based
Fundamental
Fundamental Rules
Rules Basic R.B
Basic R.B Oracle
Oracle
Legal Aspects
Legal Aspects Periodic Computer
Periodic Computer Skill
Skill Up
Up gradation
Financial
Financial Accounting
Accounting System
System Computer based accounting
gradation
Organizational Planning
Organizational Planning Computer based accounting
Administrative
Administrative Systems
Systems
Skill Improvement Required Willingness to
Willingness to work
work in
in computer
computer
No 26.6% No 26.6%
No 26.6% No 26.6%
Yes 73.4% Both system should go together well
Yes 73.4% Both system should go together
well
Yes 73.4%
Easy to correct records
Yes 73.4%
Work is easy
Easy to correct records
Data storage
Work is easy
Easy to take print outs
Data storage
Avoid delay and quick service
Easy to take print outs
Time saving
Avoid delay and quick service
Saving stationary
Time saving
Get break time
Saving stationary
Get break time
 E-GOVERNANCE EFFECTIVENESS
Work Effective Measures Rank

Leadership 100%

Infrastructure Computer system 90%

Better light and air 90%

Better Furniture 90%

Continued current supply 90%

Capacity Building Sponsor to higher education 60%

Appreciation and incentives 60%

Specialized Training 60%

Higher scale 60%

Flexible hours of work 50%

1
The purpose of visit Birth and death certificate 44%
Deposit Underground Sewerage 20%
ECONOMIC-DIRECT/INDIRECT
Payment of proper Tax
Plan Submission
16%
8%
Water Charge 8%
Address Change 4%
2
Number of trips made for the service Single 80% Double- 12% Triple 8%

3
Average travel cost of making each trip Rs.50
4
Average travel time for each trip 30 minutes
5
Average waiting time in each trip 30 minutes
6
Estimate of wage loss if any Rs.250 - one day leave
7
Payment of bribe to Government Yes 16% and No 84%
functionaries/agents:
8
Total amount paid in bribes to 50-100 for certificates
Government functionaries/agents Building permission Rs.2000-5000
 GOVERNANCE: CORRUPTION, ACCOUNTABILITY,
TRANSPARENCY, AND PARTICIPATION
1 Degree to which of Government Good /Satisfactory/ Bad
functionaries can be held accountable 20% 72% 8%

2 Are the rules and procedures clearly stated Yes / No

without ambiguity and mistakes 60% 40%

3 Does the agency take responsibility for the Yes / No

accuracy of information shared 60% 40%

4 Has any suggestion or feedback been provided Yes / No

8% 82%

5 Have you given suggestion by oral or written Oral and online

 QUALITY OF SERVICE: DECENCY,
FAIRNESS, CONVENIENCE,
1
Convenience of location of access point Yes / No
for service 80% 20%
2
Is the service available 7 days a week Yes / No
0 100%
3
Satisfaction with service timings Good / Satisfactory / Bad
40% 52% 8%
4
Convenience through a single window Yes / No
80% 20%
5
Any instance of privacy being violated Yes / No
90% 10%

Sex Age Education Level

20-30 16% Below 10 40%

Male 76% 31-40 12% Degree 40%
Female 24% 41-50 32% Higher Degree 20%
51-60 32%
60 + 8%
 EXTENT OF E-READINESS
Lack of e-readiness contributes to both lack of and
failure of e-governance initiatives (Heeks. R,2001).
The six key questions
(1) Management system records and work processes in
place to provide the quality and quantity of data to support
e-governance - Preparation stage
(2) Laws and regulations required to permit and to
support the move to e-governance in place - YES
(3) Institutional support exists for facilitation of e-
governance NO
(4) Attitude, knowledge and skill in place in terms of
the organization NO including the Leader
(5)computers infrastructure Good Beginning
(6)Leaders with vision to put e-governance on to the
agenda and make it happen - NO
 CONCLUSIONS
E-readiness in terms of organizational human and technological
prepardness is important to facilitate e-governance system work
E-governance is, in part, a product of new technologies.
However, it is also largely defined by new partnerships and
collaborations between citizens, government and industry.
Internet age and can play an important role in municipal e-
governance.
There are good reasons to believe that municipal government
may be a good agency for developing e-governance.
Citizens make more transactions with municipal government.
Citizens are in a better position to participate in local issues,
and are more likely to trust and feel connected to this level of
government.
The challenge ahead is to develop effective and interactive-
government websites that meet the needs of the municipalities
and their residents.
A recent study on citizen expectations for e-government found that people are most likely to establish a sense of connection to their own local government
(Intergovernmental Advisory Board et al., 2000: 7).
Downey R. and Berdahl L. (2001)E Municipalities in Western Canada, Canada West Foundation
 SUGGESTIONS
1. Municipal websites should have a clear
purpose and update information periodically
2. Municipal websites should be organized in a
manner that makes sense to citizens
3. Municipal websites should make clear which
level of government is responsible for
particular services or information and what is
the procedures
4. When developing e-services, municipalities
should work together to seek out economies of
scale
5. When developing one-stop government
websites, the people equal partners in
discussions and planning.
 SUGGESTIONS
Need for Organizational Change in terms of inclusion
of Computer Dept. as a part of Organizational structure
Leadership Training on creating strong sensitivity

towards e-governance system mere giving computer

knowledge
Create understanding among the staff that e-governance

is not just use of computer it is beyond import e-

governance ethics among the staff
More than giving Technology support skill staff

preparedness should be the focus in training as a part of

capacity building
Public Awareness Campaigns e-governance camps at

neighbourhood level for the community

preparedness
59
PAPER-FREE OFFICE SAVE EARTH

60
DO GOOD

1. Develop a vision.
2. Conduct an e-readiness assessment.
3. Identify realistic goals.
4. Get the bureaucracy to buy-in and develop a
change management strategy.
5. Build public-private partnerships.
 62

EASY LIFE

Power of technology can transform life.

e-Services provided by various municipal corporations across the
country have been changing the way people live.
E.g. paying property tax, getting birth and death certificates, land
records and even checking availability of beds in government
hospitals has made convenient and quick.
So minimal personal contact in the government offices, with the
government officials and make available services and their
delivery to the citizens on their PCs.
It reduces corruption, increases transparency and also saves time
and hassle to both the customer and the government.
 63

ICT SOCIO-ECONOMIC DEVELOPMENT

Organization (a) managing assets in terms of land,
building, machines and staff, (b) revenue generation (c)
save time, (d) skill formation and efficient and
responsible leaders, (e) identify and reputation, (f)
delivery of quality civic services,
People- (a) access and approachable administration, (b)
easy and less expensive services, (c) better interaction
(d) better communication and develop skill, (e)
empowerment, (f) organized etc.
Ref: MUNICIPAL ADMINISTRATION AND WATER SUPPLY DEPARTMENT , POLICY NOTE ON ADMINISTRATION
OF URBAN LOCAL BODIES CORPORATIONS, MUNICIPALITIES, TOWN PANCHAYATS AND WATER SUPPLY
DEMAND No. 34, 2008-2009
65
 GOVT. VS. PEOPLE
66

Governments are facing an ever growing demand to

be more accountable and socially responsible and
the people are becoming more assertive about their
rights to be informed and to influence governments
decision making processes
Social
Accountable Government
Responsible

Take Part in
decision People Rights
making
yesterday- food,
Dress,
Shelter

Tomorrow- food
Dress
Shelter
internet

For A
 THANKS

TAKE CARE of (Y) Our EARTH