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The computerized and automatic urban modules offered by eGov facilitate citizens within any Urban Local Body with a transparent, speedy, hassle-free, user-friendly interaction with various applications. This section provides the phase-wise implementation plan for urban governance modules.
Essentially, the implementation process is divided into seven distinctive stages. Each stage has predefined entry and exit criteria, roles & responsibilities to ensure objective monitoring and decision-making for the overall success of the engagement. The whole implementation lifecycle is typical of 38-42 weeks for the State, keeping in mind the entry and exit criteria defined at the beginning and end of each stage are met on time recommended.
Stage Zero is the program setup and onboarding phase which is a pre-requisite for the initiative to kick-off and requires setup of the governance model, implementation Team and decision regarding other significant elements of the initiative like funding and procurement process.
Stage One requires scoping of the initiative and decisions on the priorities for implementation by the State Implementation Team.
Stage Two is where the State Team identifies and finds solutions to the significant gaps in the product offered in response to the State's needs.
Stage Three involves the configuration and customization of the product offered. This involves working on various State-specific needs and incorporating them into the products.
Stage Four is about doing a pilot launch in UAT and including all the necessary feedback on the product.
Stage Five involves the product roll-out at the State level (Go Live) starting with a couple of ULBs to State-wide coverage in phases.
Stage Six is where sustenance and ongoing improvements are worked upon while the product is functional within the State. (For details on the implementation plan refer to Section 3)
The urban governance module implementation requires meticulous planning and close coordination between various stakeholders at the central and State levels. The success of the initiative is dependent upon many factors like strong Program governance, availability of trained resources, financial planning, targeted Implementation Team onboarding, focus on last-mile capacity building and ensuring necessary support to the Urban centre. Achievement of all these factors will provide the most effective and efficient roll-out and adoption of the Trade License System in the State.
The purpose of this section is to provide an overview of the Urban Governance Product Suite. This suite offers a digital interface, allowing citizens to apply for various municipal services and make payments online.
Ease of Accessing Services: Citizens can apply for a range of services such as new licenses, renewals, amendments, and additional permits.
Regulatory Tracking: Administrators can efficiently track and manage regulatory processes.
Shorter Timelines: Streamlined and automated processes for municipal services facilitate quicker approvals and service delivery.
Data-Driven Decision-Making: The application gathers valuable data on economic activity and employment opportunities within a ULB, supporting informed decision-making.
The Urban Governance Product Suite features can be broadly classified into the following modules:
Registration, Login, and Creation of User Profile
Applying for Services
Issuance of Permits and Licenses
Modifications to Permits and Licenses
Renewal of Permits and Licenses
Payments and Fees
Dashboards and Reports
General Features
This section provides an overview of the methodology for State-wide implementation of urban product suites. The Implementation is distributed across seven distinct stages. Each stage has predefined entry & exit criteria and roles & responsibilities. This is to ensure objective monitoring and decision-making for the overall success of the program. Details of each stage are defined in this section.
Note: This plan is specific for States having more than 30 ULBs.
The implementation program is expected to be completed in 38- 42 weeks approximately with the resource deployment by the State and System Integrator (SI) Team (as defined below). However, activities and exit criteria set for each stage must be achieved to adhere to this timeline.
This is a set of initial critical activities undertaken on receiving a letter of Enrolment or MOU from the State. Successful completion of these activities assures that the program is started with crucial personnel, System Integrator (SI) Teams, and funds.
*Details of department cells are mentioned in section 4 of this handbook.
System Integrator (SI) Sign-up:
System Integrator and state will agree on program scope, program timelines, and budgeting & resourcing.
This stage envisages the in-person interaction of crucial State officials and implementation System Integrator (SI) Teams to kick-start the program. This stage may require multiple interactions/meetings with different interest groups. The principal objective of these interactions is to identify scope and planning strategies for phasing/ rollout, create an active collaboration & Governance approach and agree on a high-level timeline for the engagement.
*Exploration is required to understand the Inter and Intra Departmental Jurisdictions of Local Governments with respect to Trade License.
#Details of TL cell is mentioned in section 4 of this handbook
State Baseline Data: A Baseline Template is provided to collect certain vital information like no. of transactions, revenue collected in the last FYs, collection mode, budget data, etc. This data must be collected pre-rollout
During the Solution design stage, key State officials and members, who are subject matter experts, are expected to share State acts and policies and help interpret the same for the System Integrator (SI) Team. This stage baselines the State-specific product features in the Product Configuration report.
Pilot ULBs Specific Product Data Configuration: Master data is required from the Product Perspective for go live. For e.g.: Boundary Data, List of Employees etc. A Master Data Template will be provided for the collection of this particular data type.
This stage consists of a series of developments in accordance with the detailed project plan to ensure the smooth functioning of the customised product. Master Data Collection & Environment Setup will be achieved in this phase. Further monitoring and maintenance strategies are put in place.
During this stage, a demonstration of the product followed by a hands-on session is conducted for the ULB officials. Necessary training of ULB officials and resources required for UAT is conducted and identified respectively. The establishment of the State Support Team and required processes are initiated in this stage.
Note: The Nodal Officer is responsible to identify the ULB officials who are associated with the TL process on the ground and will be working with the technological Product in the respective ULBs
On successful Go-Live in the Pilot ULBs, and further fine-tuning to stabilize the product, the solution will be rolled out to the rest of the ULBs in phases. Guidance and support from the State Team will be required to create the rollout plans and assure the necessary infrastructure for training and deployment is available at each ULB.
Note: The rollout phase needs to be detailed for iterative activities of onboarding ULBs in batches.
Note: Only once all the stages are complete in one batch of the rollout of around 30 ULBs, the next batch begins. There are multiple phases of rollout. The second batch begins after the first batch has successfully fulfilled all the criteria of the Rollout Phase. A typical timeline for the closure of rollout in each batch is 5-6 weeks (in a batch of 30 ULBs)
The final stage consists of strategies to ensure the sustenance of the product in the State. Systems are put in place to ensure the continuous tracking of data and provisions are made to improve the product if new data suggest.
This section outlines the activities involved in each stage of the implementation along with the responsibility and accountability of critical stakeholders - State, eGov Team and System Integrator Team onboard.
TL Cell: TL Cell is the government-appointed body chaired by the Principal Secretary/Secretary, Urban Development Department with members from Urban Development Department etc.
Resource requirements for the TL cell required to be formed by the State
Note:
Designations mentioned above are as per designations already driving TLs implementation at the State level.
The description of each designation is explained below.
These are the preferred figures. In the case of Domain Expert, 2 people are subject to the availability
Description of resource persons:
Project Head: Is the Head of the TL Cell who will drive the project from the State’s Side
Domain Expert: A person who is well aware of the on-ground scenario, well versed with the act, GOs passed, Prevalent Business processes, Deviations from the acts, TL Rates/ slabs applicable
Nodal officer (EO/Commissioner/ Senior Official): the project coordinator in each district to drive the project centrally. Monitor usage post Go Live- point of escalation for Implementation Team, Seasoned and worked in Multiple ULBs on various modules and has a good understanding of TL, Facilitates and Tracks data collection Post Go Live, Monitors and facilitates the adoption of the application. point of contact for eGov, SI and at the HQ level.
MIS Expert: Day-to-day tracking of the data specific to ULBs, data entry, reporting and review to senior officials
eGOv Team: eGov Team is the technical partner of the project which will provide all necessary support to the State concerning the implementation, Program Designing etc.
System Integrator (SI)Team: SI Team will be responsible for consulting, program management and the implementation of products in the ULBs in close collaboration with the TL cell, technical partner (eGov) and various other stakeholders.
Guidelines to read the tables below:
Execute - One who owns the accountability to complete the activity
Consult - One who may initiate, guide and in the process, handhold the execution of the activity
Note: Stage 0 is where the TL cell and SI team is formed, hence there are only two entities playing a role which are that of eGov and the state leadership. Once the TL cell and SI team are finalised, their role begins in the following stages.
Vision: Defining the time frame to go live, the time frame to scale it pan state, the value proposition of the programme for the state and year-on-year financial targets and adoption targets
Project Plan: A detailed plan of Program schedule/timelines, implementation phases, team structure and ongoing support and maintenance is required.
System Integrator: The Entity/Company collates all the subsystems required for the project and integrates them to achieve the program objective
Program Charter: Outline of implementation plan agreement with priority applications and broad timelines, program governance model, program success metrics and capacity building.
Acceptance Letter/MOU: Formal Acceptance/Sign Off of the Client State with a clear mandate of the Program
Program Success Metrics: Defining the parameters (which are measurable) prior to the program, on which the success of the program is to be measured on the completion of the program
Project steering committee: The key body within the governance structure is responsible for the business issues associated with the project that are essential in ensuring the delivery of the project outputs and the attainment of project outcomes.
Project governance: Set of policies, regulations, functions, processes, procedures and responsibilities that define the establishment, management and control of projects, programmes and portfolios.
Scoping: List of activities measured against the time taken to complete them in accordance with the project goals
Baseline data: Set of information that serves as a foundation to compare other data acquired afterwards
Project Kick-off meeting: Meeting with the project team and the client of the project. This meeting would follow the definition of the base elements for the project and other project planning activities
Fitment Study: GAP Study of the Existing/Required Field Process Vs Product
Data migration: Existing Records of the functional activities need to be moved into the Database of the newly released Application
Data collection: Required data for the roll-out of the applications, which needs to be collected from the existing functional process
Data validation approach: This approach enables the sanctity of the Data with built-in validation by the Design
Data synchronization: The process of establishing consistency among data from a source to a target data storage and vice versa and the continuous harmonization of the data over time.
Pilot Implementation: Any new process is tested out as a pilot in one or two instances before pan implementation
Pilot ULB: The ULBs selected for the pilot implementation are called pilot ULBs.
Roll out: On successful clearance of the Pilot, the Process/Application/Services are implemented across all Offices/ULBs
Deployment: Deployment defines the complete package of Software components set up in a particular environment
Customization: Details of changes to be made in the Product to comply with the needed field process
Configuration: Defining existing content such as Options and Variables based on the requirements on the ground
Product walkthrough: Explaining to the users step-by-step through a set of actions that they need to take to achieve a specific outcome
| Stage 0 - Program Setup/ On-Boarding | Details |
|---|---|
| Stage 1 - Program kick-off | Details |
|---|---|
| Stage 2 - Solution Design | |
|---|---|
| Stage 3 – Configuration & Customization | |
|---|---|
| Stage 4 – UAT & Go Live | |
|---|---|
| Stage 5 – Rollout | |
|---|---|
| Stage 6- Sustenance and Ongoing Improvement | |
|---|---|
| Resource Name | No. Of Resources |
|---|---|
| Stage 0 - Program Setup/ On-Boarding | ||
|---|---|---|
| Stage 1 - Program kick-off | |||
|---|---|---|---|
| Stage 2 - Solution Design | |||
|---|---|---|---|
| Stage 3 – Configuration & Customization | |||
|---|---|---|---|
| Stage 4 – UAT & Go Live | |||
|---|---|---|---|
| Stage 5: Rollout | |||
|---|---|---|---|
| Stage 6- Sustenance and Ongoing Improvement | |||
|---|---|---|---|
| Areas | Assumptions |
|---|---|
Duration
4-6 weeks
Entry Criteria
Acceptance Letter/MoU by State
Exit Criteria
Finalise urban governance application/suite Program Vision
Finalise funding for the program
Define State-specific procurement process
Department Cell appointment (*). Consisting of:
Domain expert
Nodal officer (EO/ Commissioner/ Senior Official)
Program Head
System Integrator (SI) Team sign-up/onboarding
Duration
4-6 weeks
Entry Criteria
Program setup (Stage 0) is complete
SI Team signed-up
Key Activities
Project kick-off meeting and consultation from stakeholders
Identify & agree on high-level scope and exclusions
Identify pilot ULBs (using criteria such as business penetration, revenue generated from previous TL systems etc.)
Product Walkthroughs
Define Project Steering Committee structure and Project Governance process
Define phases of Rollout/ Deployment
Agreement on Deployment Priorities and high-level delivery timelines
Identify and study all TL process
Definition of TL as per the municipal governance of the State
State wise conceptualization of trade categories
Citizen services/channels around it
Integration with other Departmental processes (*)
Finalise Program Success Metrics for Rollout, Adoption and Governance adhering to the vision of the program
Internal Capacity Building, program logistics at State and ULBs, as per the current scenario
Collection of baseline data to measure end line target for the product (revenue generated, total properties in ULBs etc.)
Circulation of baseline data collection templates to the state/SI Team
Exit Criteria
Publish the program charter
Implementation plan agreement with priority features and broad timelines
Program Governance Model
Program Success Metrics
Capacity Building
TL Cell formation and appointment (#)
Data preparation/collection kick-off from Pilot ULBs
Cloud Infrastructure procured
Project Office Space allocated
Program Branding (name, logo, tagline etc.)
Duration
4-6 weeks
Entry Criteria
Program Charter
TL cell appointment
Key Activities
Standardisation of all TL processes
Initiate policy change if needed, based on the Processes defined
Define criteria for success
Conduct Product familiarisation workshop
Initiate collection of master data from pilot ULBs
Finalise data migration/collection/sync-up approach as per requirement
Finalise data validation approach
Capacity Building for making state team aware about basic usage of tools like MS Office, mails etc.
Dashboard design finalisation for Program Tracking
Exit Criteria
State Sign Off and Publishing of the TL processes, data template/workflows
Finalisation of Roll-out plan (in different phases)
Product Configuration Report Sign Off
Solution agreement for required State- specific product customisations
Program tracking mechanism finalization and sign off by the state
Initial reporting structure
Dashboard KPIs
Sign-off on data approach (Data collection/migration/correction/ sync-up/validation)
Detailed project plan
Duration
6-8 weeks
Entry Criteria
Product Configuration Report has been Signed Off by the state
Sign-off on data approach (Data collection/migration/correction/ sync-up/validation)
State Sign Off and Publishing of the TL processes, data template/workflows
Detailed Project Plan
Key Activities
Setting up development environments
Development/customisation of reports and dashboards
Development/Integration of portal
Third-Party Integrations (Payment gateway, Handheld/pos device)
Updation of user manuals and other key documents
Preparation & execution of Test Cases
Setup monitoring, support & maintenance processes, tools and dashboards
TL Legacy data collection from Pilot ULBs as per the data agreement signoff by the state
Capacity Building for making state team aware about basic usage of tools like MS Office, mails etc.
Identify ULB level nodal officers for day to day support
Migration and verification of Pilot ULB data as per the data agreement signoff by the state
Exit Criteria
Configured/Customized product that is ready for UAT
Set up of Monitoring, support & maintenance of Dashboards
finalization of Initial Reporting and Dashboard KPIs
Identification of participants for UAT session
Duration
2-3 weeks
Entry Criteria
Configured/Customized product ready for UAT
Pilot ULB Officials associated with TL are available for UAT & Training
Key Activities
UAT Environment Setup
Issues/bug identification and resolution
Regression UAT and Sign off from Pilot ULBs/ State
Setting up the Production environment
Setting up Support Centre & processes (Help Desk)
Training (Users, trainer)
master trainers identified from ground for simultaneous training
Training the Support Resources
Marketing & promotion activities
Go Live & launch event
Setup of review and monitoring cadence/team
Usage/review/Dashboard/Field Visits
Exit Criteria
UAT Sign-off & Go Live for Pilot ULBs
Setup of review and monitoring cadence
Duration
5-6 weeks
Entry Criteria
A pilot has been successful in the State
there are less than 3 open critical incidents (issues) with respect to product, implementation and data
Key Activities
ULB configurations phase wise as per the Project Plan
Verification and migration of ULB data phase wise as per the Data Agreement Sign Off provided by the State
Establishment of bug ticketing tool for resolving ground level issues by the state team
Training the Users at the district level
Pan State Roll Out - Phase wise
Stabilise product
Exit Criteria
State-wide Rollout in batches:
Adoption tracking & Review Cadence operational
Help Desk Effectiveness assured
Critical Bugs fixed
Program Success Metrics Tracking Kick-started
Duration
Ongoing process
Entry Criteria
Rollout Phase 1(First set of ULBs where rollout will happen after Pilot)
Key Ongoing Activities
Adoption Review Meetings as per the vision defined for the program.
Meetings are chaired by the Program Head
Need to be conducted weekly
TL Cell Focuses on Using data for:
tracking field issues and performance data to identify improvements
identify additional Integrations around TL to make processes more robust towards enhancing TL revenues (e.g. Upstream and downstream Processes)
Plans of ongoing Sustenance in Place with respect to:
Funding
IT support
Process Effectiveness and Improvements
Project Head
1
Domain Expert
2
District Nodal Officer
1 per district
MIS Expert
4
Task/Activity
eGov
State Leadership
Appoint of TL Cell
Consult
Execute
Finalise funding for the program
Consult
Execute
Define state -specific procurement process
Consult
Execute
System Integrator(SI) Team sign-up/onboarding
Consult
Execute
Finalise Trade License Program Vision
Consult
Execute
Task/Activity
eGov
TL Cell
SI Team
Identify & agree on scope and exclusions
Consult
Consult
Execute
Identify pilot ULBs
Execute
Consult
Project Kickoff - Implementation Methodology Presentation
Consult
Consult
Execute
Product Walkthroughs
Consult
Execute
Define Project Steering Committee structure and Project Governance process
Consult
Consult
Execute
Define phases of deployment/ rollout
Consult
Execute
Agreement on Deployment Priorities and high-level delivery timelines
Consult
Execute
Identify and study all TL process
Consult
Execute
Finalize Program Success Metrics for Adoption and Governance adhering to the vision of the program
Consult
Consult
Execute
Stage 1 - Program kick-off
Task/Activity
eGov
TL Cell
SI Team
Internal Capacity Building, program logistics at State and ULBs, as per the current scenario
Execute
Consult
Collection of baseline data to measure end line target for the product (Revenue generated, total properties in ULBs etc.)
Consult
Execute
Consult
Circulation of baseline data collection templates to the state/SI Team
Execute
Consult
Task/Activity
eGov
TL Cell
SI Team
Standardisation of all TL processes
Consult
Execute
Define criteria for success
Execute
Consult
Initiate policy change, if needed based on Processes defined
Consult
Execute
Consult
Conduct Product familiarisation workshop
Consult
Execute
Initiate collection of master data from pilot ULBs
Consult
Execute
Finalise data migration/collection/sync-up approach
Consult
Execute
Finalise data validation approach
Execute
Consult
Capacity Building for making state team aware about basic usage of tools like MS Office, mails etc.
Execute
Consult
Dashboard design finalisation for Program Tracking
Execute
Consult
Task/Activity
eGov
TL Cell
SI Team
Setting up development environments
Consult
Execute
Development/customisation of reports and dashboards
Consult
Execute
Development/Integration of portal
Consult
Execute
Third-Party Integrations (Payment gateway, Handheld/pos device)
Consult
Execute
Updation of user manuals and other key documents
Consult
Execute
Preparation & execution of Test Cases
Consult
Execute
Setup monitoring, support & maintenance processes, tools and dashboards
Consult
Execute
TL legacy data collection from Pilot ULBs (at least)
Consult
Execute
Capacity Building for making state team aware about basic usage of tools like MS Office, mails etc.
Execute
Consult
Verification and Migration of Pilot ULB data
Consult
Execute
Identification of participants for UAT session
Execute
Consult
Task/Activity
eGov
TL Cell
SI Team
UAT Environment Setup
Consult
Consult
Execute
Issues/bug identification and resolution
Consult
Execute
Regression UAT and sign off from Pilot ULBs/ State
Execute
Consult
Setting up the Production environment
Consult
Execute
Setting up Support Centre & processes (Help Desk)
Execute
Consult
Training user
Execute
Consult
Training Trainer
Consult
Execute
Stage 4 – UAT & Go Live
Task/Activity
eGov
TL Cell
SI Team
Training the Support Resources
Consult
Execute
Marketing & promotion activities
Execute
Consult
Go Live & launch event
Consult
Execute
Execute
Setup of review and monitoring cadence/team
Execute
Consult
Task/Activity
eGov
TL Cell
SI Team
ULB configurations phase wise as per the Project Plan
Consult
Execute
Verification and Migration of ULB data phase wise as per the Data Agreement Sign Off provided by the State
Execute
Consult
Establishment of bug ticketing tool for resolving ground level issues by the state team
Consult
Execute
Training the Users at the district level
Execute
Consult
Pan State Roll Out – Phase wise
Consult
Execute
Execute
Stabilise product
Consult
Execute
Task/Activity
eGov
TL Cell
SI Team
Adoption Review Meetings as per the vision defined for the program
Consult
Execute
Consult
TL Cell Focuses on Using data for:
tracking field issues and performance data to identify improvements
identify additional Integrations around TL to make processes more robust towards enhancing TL revenues (e.g Upstream and downstream Processes)
Execute
Consult
Plans of ongoing Sustenance in Place with respect to:
Funding
IT support (infra, helpdesk, ongoing enhancements)
Process Effectiveness and Improvements
Consult
Execute
Consult
Infrastructure
The actual Infra will be provided based on the questionnaire inputs received from the state
The state will take care of providing necessary project infrastructure and office facilities during the program for all on-site project Team members, which will be confirmed during the initiation phase. This includes workspace, office equipment (e.g., telephone with STD, fax machine, photocopy machine, etc.), stationery, PC/workstation, project LAN and internet access, etc.
The state will provide the necessary administrative support staff to carry out day-to-day project administration tasks, e.g., meeting rooms, Videoconferencing, etc.
The state should provide a Project Office and at least one conference room with speakerphone throughout the Project Duration.
Project Scope
Any new requirements received from State during the implementation phase will be handled through a change management process
State Team
The state will nominate a reasonably sized multifunctional Team from various departments of the State to be responsible for the implementation. The state Team would be required for information, validation, and execution through the implementation cycle and the Team members should be reasonably empowered to take decisions. Any delay in the decision-making process and the non-availability of the State Team may have an impact on the schedule.
The participants from State are expected to have a thorough understanding of the State’s internal processes.
The state will engage internal and external stakeholders required for this engagement and ensure their availability whenever needed.
Documentation
The Tech Implementation Partner will ensure provision of the following:
User education and training documentation delivery as per the default product documentation of the identified product versions.
Product manuals are expected to be shared with the State as part of the user manual.
All documentation in English and the language requirement of the state.
Training
Training to the end-users will be driven by the state Team.
The state will be responsible for providing the necessary infrastructure required for the Training, which includes the following readiness.
Training Rooms (Parallel Training Sessions) with Projector, White Board, Markers, Internet Connection, sufficient seating capacity, Desktop/Laptop for each participant and availability of Network for Trainees to connect to the server.
Implementation
The scope of the implementation will be limited to the services mentioned in Section 2.
eGoc Team will have an identified SPOC for handling the first level of communication with the client unless discussed and agreed.
eGov Team will not be involved in defining the test cases or executing the test cases.
Necessary signoff would be provided by the state upon completion of the defined milestones.
