2014年-世界发展银行全球_Republic_of_India_-_eGovernance_in_the_North_East___Reducing_Public_Administration_Constraints_to_Improve_Service_Delivery_32页_431kb

报告摘要

Summary of the Document: "IN eGovernance in the North East - Reducing Public Administration Constraints (PACs) to Improve Service Delivery: Options and Recommendations to Support Reform Planning of the Government of Assam"

I. Introduction

The Government of Assam (GoA) is working to improve service delivery to citizens through e-governance initiatives.
These efforts align with the National e-Government Plan (NeGP), recent Assam Acts, and the Assam Right to Public Services Act (2012).
The report focuses on horizontal public administration reform issues, which are broader and cut across administrative structures.
The World Bank Group is providing inputs to support the development of a Strategic Action Plan (SAP) for the GoA.
The SAP aims to address key Public Administration Constraints (PACs), and the report proposes a gradual and experimental approach to reform.

II. Public Administration Constraints (PACs)

Group 1: Policy, Legal, and Administrative Framework for Delivery of G2C

PAC 1: Political and Top Administrative Support to E-Governance Agenda
- Possible Initiatives:
  - Prepare a policy statement for adoption by the Cabinet.
  - Provide regular progress briefings to the Chief Minister and Chief Secretary.
  - Direct involvement of the Chief Secretary in implementation and monitoring.
  - Include improved service delivery in the appraisal of senior officials.
- Feasibility: High or Medium.
- Comments: These initiatives aim to strengthen leadership and commitment at the top level.
PAC 2: Legal Framework
- Possible Initiatives:
  - Conduct a review of legislative gaps and overlaps.
  - Agree on a plan to complete the legal framework.
  - Develop a "user guide" to the legislation and rules.
- Feasibility: High or Medium.
- Comments: A comprehensive legal framework is essential for effective e-service delivery.
PAC 3: Process for Identifying and Prioritizing Services under RTPS and ESD
- Possible Initiatives:
  - Develop a requirement for Departments to prepare a comprehensive list of services suitable for time-bound delivery.
  - Agree on criteria for prioritizing services for notification.
  - Develop a 5-year plan with annual targets and a monitoring system.
  - Create a process for selecting services under the ESD.
- Feasibility: Medium or High.
- Comments: A clear and structured process is needed to ensure transparency and efficiency in service prioritization.
PAC 4: Process for Prioritizing Business Process Reengineering (BPR)
- Possible Initiatives:
  - Prepare a BPR policy document.
  - Review service processes annually.
  - Seek citizen feedback for improving service efficiency.
  - Adopt best practices from other departments and governments.
- Feasibility: Medium or High.
- Comments: Citizen engagement and inter-departmental cooperation are critical for BPR success.
PAC 5: Comprehensive ICT Plan
- Possible Initiatives:
  - Prepare an ICT policy for G2C services with a 5-year roadmap.
  - Assess digitization needs and prepare for Across the Counter Services (ACS).
  - Migrate legacy systems and conduct pilots.
  - Improve G2G interactions and internal efficiencies through common application stacks.
- Feasibility: High or Medium.
- Comments: A robust ICT infrastructure is vital for e-governance and service delivery.
PAC 6: Monitoring, Reporting, and Adjustment Processes
- Possible Initiatives:
  - Draft the Action Plan in a form that is monitorable.
  - Define the mandate of IT and AR&T Departments for monitoring.
  - Ensure adequate resources for monitoring.
- Feasibility: High or Medium.
- Comments: Monitoring mechanisms must be clear, standardized, and well-resourced.

III. Key Recommendations

Personnel Capacity and Performance

Main Issues:
- Low staff motivation and performance.
- Lack of clear reporting lines and team spirit.
- Limited capacity for implementing new service delivery procedures.
Recommendations:
- Introduce non-monetary incentives such as recognition and appreciation letters.
- Develop a performance appraisal system with explicit criteria.
- Improve organizational clarity and management structures.
- Enhance training programs and capacity building for all government employees.
- Implement a systematic training approach across all departments and districts.
- Address recruitment challenges and improve the speed of hiring.
Training Policy:
- The AR&T Department has already requested 0.5% of the budget for training.
- A draft training policy suggests a decentralized approach with needs assessment and evaluation.
- Training is essential to support the transition to e-governance and improve service delivery.

IV. Conclusion

The report emphasizes the importance of a gradual and experimental approach to public administration reform.
A Strategic Action Plan (SAP) is recommended to address selected PACs, with a focus on horizontal reforms.
The SAP should include policy development, legal framework enhancement, service prioritization, BPR processes, ICT planning, and monitoring systems.
The World Bank is supporting the GoA in developing the SAP, with a particular emphasis on institutional coordination, citizen engagement, and capacity building.
The implementation of the SAP will require stakeholder involvement, public consultation, and clear accountability mechanisms.