{"id":42173,"date":"2019-03-08T17:04:53","date_gmt":"2019-03-08T17:04:53","guid":{"rendered":"https:\/\/thepubliceconomist.com\/?p=42173"},"modified":"2019-03-14T13:29:40","modified_gmt":"2019-03-14T13:29:40","slug":"antyodaya-saral-how-haryana-revamped-public-services-delivery","status":"publish","type":"post","link":"https:\/\/thepubliceconomist.com\/?p=42173","title":{"rendered":"Antyodaya SARAL: How Haryana revamped public services delivery"},"content":{"rendered":"\n

If I was to tell you that a government office in the village of Balsamand, located on the margins of Thar Desert in the district of Hisar in Haryana, shares a lot many similarities with Amazon; you would probably doubt validity of my statement. So let\u2019s start our conversation with listing the reasons why does one trust Amazon? Streamlined process, faster processing, transparency and tracking, online payments, grievances handling and feedback and of course active communication from the service provider through emails and SMSes. Now let\u2019s imagine all these elements were replicated in our old dusty government offices, because after all just like Amazon they also deliver something to the citizens: Public Services. That is exactly what Haryana Government did with the aid and advice of Governance consulting firm Samagra<\/strong><\/a>.<\/p>\n\n\n\n

In the last week of February Mr Utkarsh Vijay<\/strong><\/a>, manager at Samagra, conducted a workshop on “Strategizing Solution For A Complex Setup & Service Delivery In Government Sector”\u00a0 at Indian Institute of Foreign Trade\u2019s Kolkata campus and discussed with students in detail how Samagra implemented one of the largest citizen service delivery transformation program Antyodaya SARAL in the country. This is a citizen service delivery transformation program where more 500 schemes and services of 37 departments have been brought on a single platform. Here I would attempt to summarise the insights shared by Mr Vijay on this herculean task.<\/p>\n\n\n\n

Challenges faced by the citizens in accessing public services<\/strong><\/p>\n\n\n\n

The simplest numeration of these challenges include the following five fundamental questions:<\/p>\n\n\n\n

  1. Which services and\nschemes are available for me?<\/li>
  2. How to access them?<\/li>
  3. Whom to contact?<\/li>
  4. Why is there a delay\nin delivery?<\/li>
  5. When will the\nbenefits be delivered?<\/li><\/ol>\n\n\n\n

    These questions translate into following policy delivery issues:<\/p>\n\n\n\n

    • Lack of awareness of schemes \/ services, and lack of clarity on one\u2019s\neligibility for schemes<\/li>
    • Lack of knowledge of where to apply which scheme \/ service given a\nvariety of government touch-points<\/li>
    • Complex application processes and document requirements encouraging role\nof middlemen and touts<\/li>
    • Insufficient visibility on the status of applications and no feedback\nloop after the process is complete<\/li><\/ul>\n\n\n\n

      How\nSamagra approached the solution<\/strong><\/p>\n\n\n\n

      To address these fundamental challenges in public service\ndelivery, Samgra implanted key \nefficiency criteria of reliability, streamlined\nprocess, faster processing, transparency and tracking, online payments,\ngrievances handling and feedback and active communication from the service\nprovider; in Government service delivery ecosystem. Another significant\ndeparture from the past introduced by Samagra was that it tried to converge all\ndigital governance initiatives on a single platform abandoning earlier separate\nworkstation approach. Samagra summarises the objectives of Antyodaya SARAL as\nfollows:<\/p>\n\n\n\n

      • Making all schemes and services\navailable on one integrated online platform<\/li>
      • Ensuring end-to-end processing of\napplications in an online paperless manner<\/li>
      • Process re-engineering schemes and\nservices to make procedures simple and minimalistic<\/li>
      • Establishing state-of-the-art citizen\nservice delivery centers at District, Sub-division and Tehsil Levels<\/li>
      • Ensuring availability of all schemes\nand services at Atal Seva Kendra (CSC).<\/li>
      • Ensuring all schemes and services are\ndelivered within clearly stipulated time limits<\/li>
      • Clear visibility to citizen (and\nofficials) at all stages on the status of application(s)<\/li><\/ul>\n\n\n\n

        Samagra\nand Government of Haryana envisage to transform citizens\u2019 interaction with into\na cashless, paperless and faceless experience.<\/p>\n\n\n\n

        Executing the solution: building brick by\nbrick:<\/strong><\/p>\n\n\n\n

        Samagra\nleveraged a two dimensional implementation plan to put in place the necessary\nstructure: a robust Access Infrastructure and an Institutional Framework.<\/p>\n\n\n\n

        Access Infrastructure:<\/strong><\/p>\n\n\n\n

         To ensure hassle-free access to the service\ndelivery system for citizens, Antyodaya SARAL\nfocuses on two crucial components: an online platform and streamlined citizen\ntouch points. <\/p>\n\n\n\n

               Online Platform<\/p>\n\n\n\n

        The online\nplatform was built using the modular Service Plus architecture of National\nInformatics Centre (NIC), Government of India. The implementation was\nundertaken by NIC Haryana State Unit without any external vendors to drive cost\neffectiveness, timely delivery, extensive capacity building, behaviour change\nthrough the ownership by departments and long-term sustainability. <\/p>\n\n\n\n

        \"\"<\/figure><\/div>\n\n\n\n

        Citizen touch-points<\/p>\n\n\n\n

        Three\nmodes of streamlined citizen touch points have been envisaged to deliver the\nservices:<\/p>\n\n\n\n

        • Online through mobile\/computer<\/li>
        • Service Delivery Centers at District\nHeadquarter, Subdivision and Tehsil levels<\/li>
        • Atal Seva Kendra (CSCs) across the\nstate<\/li><\/ul>\n\n\n\n

          Samagra\nunderlines, \u201cThe project also aims at\nclosure of all other touch-points of citizens with government departments.\nThese touch-points have traditionally been the primary source of citizen\nharassment and petty corruption.\u201d<\/em><\/p>\n\n\n\n

          To act as a single point interface for citizens to avail all government schemes\nand services, 115 state-of-the-art service delivery\ncenters have been envisaged at District Headquarter, Subdivision and Tehsil\nlevels. <\/p>\n\n\n\n

          \"\"<\/figure><\/div>\n\n\n\n
          \"\"<\/figure><\/div>\n\n\n\n

          <\/p>\n\n\n\n

          <\/p>\n\n\n\n

          Enabling Institutional and Support Framework:<\/strong><\/p>\n\n\n\n

          Right to Service Compliance \u2013<\/strong> A tech-enabled system is being put in place for generating auto appeal on behalf of citizens in case of non-compliance of RTS timelines by officials. This single step is a giant leap towards enforcement of Citizen\u2019s Charter and Right to Service in letter and spirit.<\/p>\n\n\n\n

          Antyodaya SARAL Helpline \u2013 <\/strong>A state-wide helpline for service\/scheme related queries and grievances for 2.5 crore citizens of Haryana. Since July\u20192018, more than 40,000 calls have been attended.<\/p>\n\n\n\n

          Knowledge Management Systems<\/strong> \u2013A tech-enabled system for maintaining the information about all the schemes and services has been started. The system is available on the website and all the physical touchpoints.<\/p>\n\n\n\n

          Leveraging Technology for Enforcing\nAccountability: <\/strong><\/p>\n\n\n\n

           As Utkarsh pointed out you can\u2019t enforce\naccountability by providing officials with a dashboard. It helps in tracking\nthe magnitude, but it simply doesn\u2019t result in improving the throughput. Accountability\nflows from data. Samagra apart from conducting daily and weekly reviews with\nsimple info graphics in Hindi also provided competitive dashboards. Everyone,\nright from the village Kendras to State Secretariat is kept in loop, at lower\nlevels even by leveraging WhatsApp groups. Bottleneck stakeholders are\nidentified and reported immediately. A matrix which is; simple to comprehend,\ngives higher weightage to under process applications and includes feedback from\ncitizens; is used to evaluate performance. In total 78 parameters are used to\njudge quality of delivery. Apart from individual stakeholders a score is\nassigned to each Kendra also.<\/p>\n\n\n\n

          Challenges Ahead<\/strong><\/p>\n\n\n\n

           This success story leads tosome questions which require\ncomprehensive answers. For example the model still leverages the agent driven\ninfrastructure, rightfully so because digital literacy constraint restricts the\nreach of model. But how do we plan to make eventually it a completely citizen\ndriven process? How can we ensure consistency in face of change in governments,\nbureaucratic structure and Ministers looking after the departments? Most importantly\nhow do we integrate digital systems across the jurisdictions? For example in\nour country Customs Department, Port communities and Partner Government\nAgencies like RBI have their own digital platforms. But they exist in silos and\ndata flow between them is everything but smooth, thus there is a lot of scope\nfor streamlining the foreign trade operations. Similarly federal governance\nstructure of the country mandates a definite development and public services\nrole not only for state but also Union Government and local bodies. Union\ngovernment has its own digital platforms and some of bigger local bodies like\nmunicipal corporations also have their platforms. So avoid compartmentalization\nand ensure convergence in the development process a great deal of work needs to\nbe done.<\/p>\n\n\n\n

          Apart from\nthese questions it remains to be explained how government plans to leverage the\ndata generated in this process to identify and target the right beneficiary groups\nfor its welfare initiatives.<\/p>\n","protected":false},"excerpt":{"rendered":"

          How Samagra Governance Consuting implemented one of the largest citizen service delivery transformation program Antyodaya SARAL in the country. This is a citizen service delivery transformation program where more 500 schemes and services of 37 departments of Government of Haryana, have been brought on a single platform.<\/p>\n","protected":false},"author":2,"featured_media":42185,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_mo_disable_npp":"","footnotes":""},"categories":[122,3],"tags":[124,126,125,127,123],"class_list":["post-42173","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-governance","category-indian-economy","tag-antyodaya-saral","tag-e-governanve","tag-governance-consulting","tag-haryana-government","tag-samagra-governance-consulting"],"yoast_head":"\nAntyodaya SARAL: How Haryana revamped public services delivery - The Public Economist<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/thepubliceconomist.com\/?p=42173\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Antyodaya SARAL: How Haryana revamped public services delivery - The Public Economist\" \/>\n<meta property=\"og:description\" content=\"How Samagra Governance Consuting implemented one of the largest citizen service delivery transformation program Antyodaya SARAL in the country. 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