Title : Bangalore One - Integrated Citizen

Description

In view of providing integrated services to the citizens of Bangalore, the Government of Karnataka deployed ICT tools to enhance Speed, Convenience, Certainty and Accountability in providing such services through the concept of a One-Stop-Shop facility. Accordingly, GoK decided to implement an e-Governance project called the Bangalore One or B1 Project on the lines of similar projects implemented elsewhere in India.

Client Name : Government of Karnataka

Client Type : State Government

Start Date : 1st May, 2004

End Date : 2nd April, 2005

Project Description

In line with similar e-government initiatives in other parts of India, particularly e-seva in Andhra Pradesh, Bangalore One is intended to vitalize the government-citizen interface. The Government of Karnataka intends to provide all G2C and G2B services along with the informational services from various departments and agencies of central, state and local governments in an efficient, reliable, transparent and integrated manner. The services are provided with certainty and through easy access to a chain of computerized integrated Citizen Service Centers and other delivery channels like Electronic Kiosks, Mobile Phones and over the Internet.

Considering the multiplicity of locations, departments and stakeholders, approximately 50 citizen service centers are planned to provide about 100 important G2C, G2B and B2C Services in Bangalore city. Initially, the government decided to establish 15 service centers initially for providing 24 basic services pertaining to 8 government departments. The goal is to bring the entire gamut of G2C and G2B services under the purview of B1 so that citizens and businesses need to go to government offices only for specialized and complex services.

Project Genesis

Authorities at the local, State and Central levels offer a variety of services to citizens and business entities such as provision of electricity, drinking water; maintenance of law & order; issue of birth/death certificates, issue of passports; registration of vehicles; development of infrastructure and the like. Private operators too have started providing some of these basic services with or without the involvement of government departments and agencies. These services require citizens' interface with multiple agencies, involving avoidable costs, duplication of efforts, and often waste of time. Hence, the Government of Karnataka decided to use ICT for providing most of these services in an efficient and integrated manner through a single platform. Modeled along the lines of successful integrated services projects, particularly e-seva in Andhra Pradesh, Bangalore One is intended to reach out to citizens and businesses across the city and eventually the state.

The Secretary, e-Governance, Government of Karnataka, and the Director of Bangalore One are driving the project, which seeks to redefine public service.

Vision

The vision of the Bangalore One project is "to provide to the citizens of Karnataka, all G2C and G2B services and information of departments and agencies of Central, State and Local Governments in an efficient, reliable, transparent and integrated manner on a sustained basis, with certainty, through easy access to a chain of computerized Integrated Citizen Service Centers (ICSC's) and through multiple delivery channels like Electronic Kiosks, mobile phones and the Internet.

Mission

Bangalore One has been launched with the mission "to be the One-Stop-Shop for all C2G interactions."

Objectives

The following is the set of Objectives proposed for B1 Project

  • Initially, to provide 24 G2C services in a convenient and efficient manner through 15 B1 Service Centers
  • To scale up the operations to cover eventually all the G2C services throughout Bangalore
  • To enhance the accountability, transparency and responsiveness to citizen's needs.
  • To provide cost-effective methods of service provision to the departments and agencies
  • To provide efficient and real-time MIS and EIS to the departments.
  • To manage the service provision through partnership with a consortium of Service Providers, to be selected through a competitive bidding process
  • To ensure speed and certainty of providing the services through enforcement of a Service Level Agreement with the selected Partner.
  • To enable the government departments and agencies to focus on their core functions and responsibilities by freeing them from the routine operations like collection of revenues and accounting, issuing of certificates etc, and thereby enhance the overall productivity of the administrative machinery.

The larger objective is to render most of the routine and time-consuming processes, including collection of revenues, accounting, issue of certificates etc., online so that government departments and agencies can improve productivity by focusing on their core functions and responsibilities.

Stakeholders for the project

The project stakeholders include the director of Bangalore One, participating departments of the Government of Karnataka, implementation partners including the official bankers selected to provide integrated services, business houses offering their services and finally citizens of the city of Bangalore.

Services provided by the project

The key services currently provided under Bangalore One project include:

  • Payment of water, electricity, telephone bills etc as well as receipt of applications for new connections related to such services.
  • Payment of property tax and provision of market value assistance.
  • Issue of khatha, birth/death certificates etc.
  • Filing of grievances
  • Issue/renewal of driving licenses
  • Booking of railway and airline tickets.
  • Sale of application forms for new passports and registration of new passport applications
  • Collection of taxes including KST, CST and entry tax.

Implementation detail

The Bangalore One project is being implemented through PPP mode, with minimal upfront investment from the government. The consortium consisting of CMS Computers Ltd and Ram Informatics Ltd. is the implementation partner for the project. The consortium has a service level agreement with Directorate of Bangalore one to ensure services of exceptional quality. Axis Bank (Previously UTI Bank) is the official banker for the project.

All of the participating departments make available essential data at a central site. A single application provides interface for all services, with connectivity between citizen centers, main data center and back-end of participating departments.

Each of the 2,000-sq feet uniformly designed citizen centers has 15-20 manned counters that offer service all through the year from 8 AM to 8 PM. Citizens can access any service from any center. The citizen centers are designed to handle redundancy, additional load, offline services and disaster recovery.

Citizens and business entities can pay in cash or through card/cheque/demand draft. Queues are managed electronically in every center, which has seating space for 50 visitors. Amenities provided for visitors include TV, newspapers, writing stand, filtered water and a grievance redressal facility.

The project took off following signing of an agreement with the PPP Partner. The consortium of M/s Ram Informatics - CMS Computers Ltd developed the application software, established B1 centers and installed all hardware cum networking equipment. The consortium is successfully running the centers since April 2005.

Current Status

Launched formally on April 2, 2005, Bangalore One presently covers 17 centers. These centers currently offer 26 services pertaining to 11 government departments and six private operators. The centers currently handle over 3.5 Lakh transactions per month valued at Rs 1.5 crore per day. The Bangalore One has 195 counters across the city manned by 465 operators. The Government has decided to replicate the project in the twin cities of Hubli-Dharwad in Karnataka.

Accolades for the project

Bangalore One bagged the 2005-06 CSI-Nihilent e-Governance Award for being "Best in service orientation." The award is presented annually by the Computer Society of India and Nihilent Technologies.

Media Snippets and Useful links

  • Following the success of Bangalore One, the Government of Karnataka initiated steps to launch 'Karnataka One,' which will be designed to give the common man direct access to the Chief Minister of the State, ministers and officials. According to media reports, the e-governance department will implement the statewide project, which includes a dedicated help line. Private partners will be involved in the project.

Published On : 11th July, 2013