Public service delivery system

Public sector delivery

mechanisms: Success story

of Madhya Pradesh

Section Page

    



    

    

    

    

Transformation of MP

•   

•     

•   

•   

•   

•     

    

    

Contents



   

Foreword













through easily accessible kiosks as a matter of guarantee















This document has an overview of the various initiatives taken



































Their contribution also extends to the area of data analytics in







contribution directly or indirectly towards the success of the





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the first state to take the lead in the Public

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



State Agency for Public Services



 

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



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



Grant Thornton India LLP has been the PMC for the MPCARS

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

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











The valuable contribution from the technical team including







Note of thanks

   







































Executive summary

Public services in MP



Public Services







 

Smart governance  



edge technology and initiatives for good governance to enrich















PSGA

MP is the first state in India that enacted the















































administration in making informed decisions for





















 







associate with the government and contribute











GPR









tools are being used to constantly monitor the





















   

































and ensure democracy through legal access to government











• 

• 



• 

authority



“Make all government services accessible to the common man























administrative restructuring through initiatives like Right to

















Public services delivery in

India

 







intimate entwining of the Indian talent with information







aims at enhancement and utilisation of the most beneficial





• 

• Governance and services on demand

• 

























• 



• 



• 

services matching the desired standards



















   

Governance challenges







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













dashboards and enacting effective laws like the Right to Public



















of how governments in various states have begun harnessing



 

Public service delivery in

MP - SMART governance















































Strategic





Monitored

Accountable

   

Transformation of MP

Case study 1:

service as a right











delays was a bigger challenge due to the lack of accountability



PSGA 2010 - Overcoming the challenges



























Penalty/

compensation



Disposal within

timelines

Accountability

Assurance

of service

Grievance

redressal

 

Institutional framework for implementation





State agency for public services: The state

government instituted an autonomous society titled

Madhya Pradesh State Agency for Public Services





















MPCARS project: To strengthen the delivery of



















PMC: 

















National Informatics Centres (NIC): Information









   

Delivery channels





Lok Seva Kendra (LSK)



















MPO Kiosk









CSCs















MP e-District







 

Service delivery process







submits form





and submits



and gives to





receives online



VerificationVerification

Physical 















Service

centres

Service

centres









   

Impact on the state

Services being provided under PSGA:







More focus on women-related services:





Increase in service applications:







S. no. Department name Service name Total registered

applications

   

   

   

   

   

S. no. Department name Service name Total registered

applications

  







   

   

   

  Indira Gandhi National Widow







 

Other benefits:







Lessons learned

The success of the enactment of PSGA has established that a























   

Case study 2:

The challenge

















Results achieved

Increase in the number of applications:







Decrease in Viability Gap Funding (VGF):







Solution







morning and collect the certificate by the evening of the same

























feedback on the services taken by them under the Samadhan











0 2000000 4000000 6000000 8000000 10000000

2016

2017

2018

3289413

3467335

4006712

3265285

3413501

3993970

99.27

98.45

99.68

Total Applications received Total Disposed Disposal Rate

5,490,382

5,774,782

4,555,573

2,173,544

840,720

519,493

1,000,000

2,000,000

3,000,000

4,000,000

5,000,000

6,000,000

7,000,000

2/1/2018 3/1/2018 4/1/2018 5/1/2018 6/1/2018 7/1/2018

VGF distributions month on month

 

Higher citizen satisfaction level:





Lessons learned

Citizen centricity approach: 





55%

28%

13%

Excellent Very good Good Average

11%

14%

17%

58%

General Scheduled Tribe Scheduled Caste OBC

87%

13%

87%

Women Men



 

   

Case study 3:

handling mechanism

The challenge













Solution









registration number and is attended by designated officials











• 

handling through easily accessible mediums within a



• 



• 





• Fixes the accountability in governance

• Provides a strong feedback mechanism on every grievance

Results achieved

Faster disposal of complaints:





Single on-call platform:





Multiple modes to address grievance:





Lessons learned

Integrated grievance redressal mechanism:











 

Case study 4:

monitoring system

The challenge

Voluminous digital data was available in the state after



















Solution

CM dashboard





















Real time

monitoring



solution



facility

Business

intelligence



system

   

State at a glance module

• A holistic view of the state of affairs in



of a balanced scorecard like view

• key performance

indicators which will act as true

indicators

• Creating a transparent appraisal

system





• fiscal

health of the state

Government initiative

module

• Creation of a real-time alert system



• data

retrieval

• 

departmental

performance benchmarking

• Identifying the bottlenecks in the



down facility

• Creating a feedback mechanism to





corrective strategy

Decision support system

• Scenario analysis

• Variations 

analysis

• Root cause and what-if analysis

• Forward looking analysis such

as forecasting of domestic wheat







District score cards

• top performers and

bottom performers

• 



in crime but is not doing very well in

revenue generation

• Analyse the trends of district

performance and take corrective

actions before it degrades below a

certain threshold

State at a

glance

District

score

cards

Scheme wise

analysis

Decision

support

analysis

 

Results achieved





Use case:



Lessons learned

Application of data analytics in governance:





   

Case study 5:

The challenge

















Activities conducted on MP MyGov for

PSGA services

Samadhan Ek Din 



PSGA (for public)





PSGA (for officers) 





Results achieved









Lessons learned

Citizen government digital interface:











Solution

MP MyGov























onground tasks





national themes



Make your











Blog



decision makers

Talk





 

Case study 6:

service delivery

The challenge















Solution













• 

handling through easily accessible mediums within a



• 



• 





• Fix the accountability in governance

• Providing a strong feedback on every grievance

   

• 









• 





• 

 This was given for online







•  This was







delivery has received the

following awards and

accolades for its efficient



Awards and accolades

 

Public service delivery system in Madhya Pradesh has





















Speed of delivery

Citizen-centric

Integrated platform – Service delivery system is integrated to



Multiple delivery channels



The government is currently working on the following initiatives



Express service delivery (Tatkal Seva):









to be included would be the ones that could be issued based



More services on mobile app





Advanced data analytics for monitoring and operation:



considered to understand the challenges and design new



Conducting citizen awareness programmes: Extensive







Citizen survey for identification of new services:









Road ahead

   

Editorial review Design

Shambhavi Modgill 

For media queries, please contact

Spriha Jayati





For further queries related to the report,

please contact

Ravinder Reddy





Acknowledgements

Authors

Ravinder Reddy

Abhinav Sisodia

Ram Gurung

Shyam Khobragade

Sapna Nauhria

 





NEW DELHI











NEW DELHI





Aerocity





AHMEDABAD











BENGALURU











CHANDIGARH





Industrial Area Phase I





CHENNAI









DEHRADUN











GURGAON



Jacaranda Marg







HYDERABAD











KOCHI











KOLKATA









MUMBAI



Indiabulls Finance Centre







MUMBAI











NOIDA









PUNE



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