Spanco CSC Maharashtra (Pune, Konkan)

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    Registration Name: eMaharashtra 2012
    Project Category: Best Government to Citizens (G2C) Initiative of the year
    Project Name: Spanco CSC Maharashtra (Pune, Konkan)

    Details of Applicant

    Name: Chandana Saha
    Address: Spanco Ltd. , B-22, Krishna Bhuvan, B.S.Deoshi Marg Deonar, , Maharashtra. Mumbai – 400 088
    City: Mumbai
    State: Maharashtra
    Country: India
    Zip Code: 400 088

    Details of  Project/Implementing Agency:

    Name of Organisation: Spanco Ltd
    Address: Spanco Ltd. , B-22, Krishna Bhuvan, B.S.Deoshi Marg Deonar, , Maharashtra. Mumbai – 400 088
    City: Mumbai
    State: Maharashtra
    Country: India
    Zip Code: 400 088
    Name of the Head of Organisation: Dhananjay Vartak

    Brief description of the programme/project/initiative :

    CSC is one of the 7 Integrated MMPs (Mission Mode Project) formed under the National eGovernance Plan, which has been envisioned with the sole objective to make all citizen services available to the rural population at their doorsteps, with minimal efforts and with utmost Transparency. Centers in the ratio of 1:6 have been planned as the delivery points to ensure reasonable reach. While the ‘SWAN’ Project serves as the Internet Based Delivery Channel and the ‘SDC’ serves as the Back End, the CSCs have been planned to serve as the Front-end Network to penetrate into the Villages and serve the citizens in a seamless manner.

    Why was the project started?
    “Till the inception of CSCs, the G2C Service delivery was happening through one channel which was the Tehsil based single window system, called as Project SETU.The SETU Outlets did offer and continue to offer array of services to the Citizens, its prominent drawback remained the distance from Villages. A Setu center operates from the Tehsildar’s campus and therefore is very far from the wide-spread villages sprawling across the taluka area and in kilometers of periphery. Also, it is the only center available for all the citizens of the entire Taluka, thereby making it overloaded with citizen applications at the same time was obviously getting affected by the monopoly element. Keeping all these factors in mind, the Govt envisioned a channel to reach the Villages using the ICT technology. Spanco’s dedication to the part of NEGP vision.

    While the Project GR clearly highlighted the fact that the services will be offered through a portal designed by Govt. of Maharashtra in a completely on-line fashion, the portal development is still underway and is not yet ready till date. Sensing this difficulty in the year 2008 itself and foreseeing the possible fall-out of the project roll-out, Spanco team decided to build its own portal to deliver the services to the citizens and thereby take the NeGP vision into execution. Although our delivery was/is not completely on-line in nature, it ensured that at least the CSC business starts with immediate effect and that the end customer is not deprived of the project benefits. Post designing the portal, Spanco’s staff ensured that there is a buy-in from the Dist Collectors to this system at the same time chased them to get the Formats of different certificates and application forms so that the same can be mapped onto the portal to make a web-interface. The semi-online concept based on which the portal was designed, included the VLE filling-in a portal based application form and taking a print-out of certificate from it. Followed by attaching the requisite documents to the certificate and then submitting this case to the Taluka Tehsildar for signing. Post Tehsildar’s signature the VLE had to collect the final certificate from him and then issue to the same to the end customer. This way, Spanco ensured that the project at least takes-off and then slowly moved into increasing the services.”

    “Make all Government services accessible to the common man in his locality, through common service delivery outlets, and ensure efficiency, transparency, and reliability of such services at affordable costs to realize the basic needs of the common man” processing delays. Ensures timely handling of important cases. Enables officials to work from anywhere, anytime.

    Target Group:
    Rural Citizens and small % of urban citizens

    Geographical reach:
    Pune & Konkan Divisions, covering 10 Districts

    Date from which the project became operational :

    Is the Project still operational :

    10 points that make the programme/project innovative:

    “1.Citizen’s One-Stop-Shop for Govt. Semi-Govt and Private Services
    2.Meant to bypass intermediaries during the distribution of financial benefits to the rural customers, using ICT
    3.A platform for the Rural entrepreneur to reach the Urban Market to sell his product(s)
    4.The VLE can serve as a Change Agent for the Villages he is covering
    5.Reduction in Malpractices, due to transparency in transactions
    6.Good tool to eliminate Revenue Pilferages
    7.Reduced load on Taluka Revenue Officials
    8.Can serve as a delivery point for distributing practically anything, as long as it can be delivered using ICT
    9.Very good initiative to generate self-employment in the rural
    10.Immediate delivery of services as everything is Computer based”

    List  5 achievements of the programme/project:

    “1.Best Performer under DOEACC Initiative – Spanco was the only SCA in Maharashtra to have shown participation in the 1st Batch of May 2011 with as many as 60 having appeared for the exam and 40 passing the same, thereby showing a 66% passing ration. Till date 159 VLEs have appeared for Exam & 118 have successfully passed which shows a 74% passing record for Spanco. Out of these, 18 VLEs have received the eProvisional Numbers as a result of which now they can sell the CCC Course to the village candidates and thereby again fulfilling the Govt objective of spreading Digital Literacy amongst the rural mass

    2 PAN Card Business – UTI has issued a special Appreciation letter to Spanco looking at the Efforts & Contribution that we have taken in Promoting PAN Card Sales or UTI during the 7 month period starting Sept 2010 ending March 2011

    3.NPS – The first SCA in Maharashtra to roll out the Central Govt’s Pension scheme named Swawalamban’ under the New Pension System (NPS), especially meant for the Unorganized Sector. Till date 1114 PRAN Cards have been dispatched. PRAN stands for ‘Permanent Retirement Account Number’.

    4.UID – Inspite of the current spate of uncertainties over the UID project Spanco bagged the Wainganga Coop Bank Project for 45 Days. Target includes enrolling 1 Lac Kisan Card Holders from Solapur Dist.

    5.FI using Mobile Banking – We have the vision to take banking to the doorsteps of the rural citizen . We have tied up with SBI Bank of India for this purpose. We have faced the challenges of banks restricting themselves to RBI mandates of 2000+ population villages allocated to them and not allowing us to work in all villages . We have also faced the challenge the current method of delivery of the financial services are very complicated and confuse the VLE’s . We have integrated the banks solution with our portal to help them in easy transaction . It is not far that all of the Spanco’s CSC’s will work as an extended arm to the banks bringing the villages under the inclusive growth .”

    List 5 key challenges faced while implementing the programme/project/initiative and how they were overcome?

    “1. Power Supply in Rural. After-all the entire business is Computer based – UPS was one of the solution obviously, however keeping the shop open during the non-load shedding timings also helped curb the issue to some extent.

    2. Internet Connectivity in the Rural. After-all the entire business is Portal based – Where Broad Band was not available, asked the VLEs to invest in Wireless Modems. Also, help of Net cafes was taken in few cases

    3. VLEs knowledge about ICT. As, limited knowledge results in reduced speed of service delivery – Multiple Training Session were arranged. Also, On-Line Tutorials have been made and uploaded onto our business portal. Its benefit includes the ease of learning in a remote environment, because the On-Line Tutorials are Training Files which have Voice as well as Curser Movements in it, thereby making it a Virtual Classroom for the VLEs to learn & relearn the concepts by accessing these tutorials.

    4. Support from Revenue Officials. Due to less support the signing on certificates was getting delayed. As well as Approval to start services was initially not given to may services – Meeting with the Collectors with Follow ups and written correspondence giving reference of the Project GR, helped in getting some approvals based on which the basic set of services got rolled out from CSCs.

    5. Resistance from SETU operators – Took the Tehsildars into confidence, then monitored the activity closely, at the same time introduced the system of maintaining registers in which the Clerk was compelled to sign as acknowledgment and therefore had to process the cases.”

    List 5 points on how  the programme can serve as a model that can be replicated or adapted by others?

    “1.Generation of Income for the VLEs
    2.One-Stop-Shop for Citizens, thereby saving their time & money
    3.Helping the local entrepreneurs to reach the urban/national mass
    4.Good Social Service platform to help & educate the needy & poor customers
    5 Right platform to spread literacy among the uneducated by rolling out education initiatives like CCC course, etc”

    List 5 points to elaborate on the scalability of the programme/project/initiative

    “1.Adding additional services
    2.Increasing the number of centers
    3.Rolling out in other / newer territories”

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