Centre for Innovations in Public Systems (CIPS)

(An Organization established with funding from Government of India)

e-Office Mission Mode Project

Documented By
P. Swathi
Project Research Associate
CIPS

College Park Campus of ASCI (Administrative Staff College of India CPC Campus)
Road No. 3, Banjara Hills, Hyderabad – 500 034
India
Contents
e-Office Mission Mode Project 7
1. Introduction 7
2. Objectives of e-Office 7
3. Stakeholders of the project 8
4. Phases of e-Office implementation 8
5. Phase-wise release of funds for the project 9
6. Basic Infrastructure Pre-requisites for e-Office 10
7. Components of e-Office 11
7.1. Electronic File Management System (e-FMS) 11
7.2. Knowledge Management System (KMS) 12
7.3. Leave Management System (LMS) 12
7.4. Personnel Information Management System (PIMS) 13
7.5. Tour Management System (TMR) 13
7.6. Collaboration & Messaging Services (CAMS) 14
7.7. Records Management System (RMS) 14
7.8. Management Information System (MIS-Reports) 14
7.9. Citizen Interface (CI-TRUE): 14
7.10. Smart Performance Appraisal Report Recording Online Window (SPARROW) (eAPAR) – Newly added 14
7.11. Property Return Information System Management (PRISM) 15
8. Features of e-Office 15
9. Key activities in e-Office Solution: 15
10. Tools & Utilities of e-Office 15
11. Current Status of e-Office Implementation 16
12. Challenges and lessons learnt 17
13. Expected outcomes from Process Reforms through e-Office 20
14. Road Map for e-Office implementation: 21
15. Master Training Plan 21
16. Best Practices in e-Office: 22
16.1. DigiGOV, Government of Gujarat 22
16.2. National Authority of Chemical Weapons Convention 22
16.3. Karnataka Power Transmission Corporation Limited 22
16.4. Implementation of e-Office in Konkan Railway Corporation Ltd (KRCL) - a Central PSU under Ministry of Railways
23
16.5. e- Office, Kerala 25
16.6. e-Office, Mantralaya, Maharashtra 30
 16.7. e-Office, Sindhudurg, Maharashtra 33
16.8. e-office, National Rural Health Mission (NRHM), Maharashtra 36
16.9. e-Office, Krishna, Andhra Pradesh 40
16.10. e-Secretariat, Rajasthan 42
16.11. Digital Secretariat, Chhattisgarh 45
16.12. e-Office, GHMC, Hyderabad 48
16.14. e-Office in Delhi Urban Shelter Improvement Board (DUSIB) 51
16.15. e-Office, Jawaharlal Nehru University 54
17. References 57
 About Centre for Innovations in Public Systems (CIPS)

Introduction:

Government of India have set up the Centre for Innovations in Public Systems (CIPS) in May 2010 as an Autonomous
Organization in pursuance of the recommendations of the XIII Finance Commission.

In line with its mandate and objectives, CIPS is working with State, Central and District Level Government Departments
and Functionaries in developing policies and practices for promoting an innovative culture for transforming creative ideas
into sustainable practices for improving service delivery in public institutions.

Focus areas: Education, Health, e-Governance and Urban Governance.

Database: CIPS has identified and prepared a database of 438 innovative practices (123 practices in Education sector, 87
practices in Health sector, 111 practices in e-Governance sector, 112 practices in Urban Governance & 15 in Other Sectors).
These database items can be accessed state-wise and sector-wise from our CIPS website (www.cips.org.in). These are also
available as a printed reference manual in each sector and are being circulated to states.

Detailed Documents for Replication: CIPS has published 22 detailed process documents for the (“How to”) purpose of
Replication. These documents have been prepared in association with organizations such as ASCI-Hyderabad, One World
Foundation-New Delhi, Access Health Care-ISB-Hyderabad, Medium Health Care Consulting-Hyderabad, Anusandhan
Trust-Mumbai and Knowledge Advisory of Uttar Pradesh.

A total of 177 programmes have been conducted across 51 different locations in 28 States/UTs. The workshops were
conducted in association with state government departments, Not for Profit Organizations, Central Training Institutions
(CTIs) & Administrative Training Institutions (ATIs).

As part of the dissemination of information relating to the replication of innovative practices CIPS has launched a major
sensitization process through a series of Video Conferences (VCs). These VCs are aimed at ensuring the participation of
different states with very little dislocation and by providing maximum coverage to officers as also field staff in different
parts of the country.

CIPS - Mission Mode Projects

The Government of India has entrusted a project titled “Capacity Building Programmes of Innovative Best Practices under
the Mission Mode Projects (MMPs) of State Governments and Govt. of India” to Centre for Innovations in Public Systems
(CIPS), Hyderabad. This project was granted to CIPS by the Department of Electronics and Information Technology (DeitY),
Ministry of Communications and Information Technology, Govt. of India. The project is divided into three phases, i.e.
Phase-I (8 months: June 2014 to January, 2015), Phase-II (9 months: February, 2015 to October, 2015) and Phase-III (7
months: November to May 2016) of total 24 months. The project was commenced on June 2014 and will be completed
by May 2016.

Currently, there are 44 individual projects under the umbrella of MMPs within the National e-Governance Plan (NeGP). It
is further classified into three categories such as Central (13), State (17), and Integrated Projects (14).

Mission Mode Projects (MMPs): Total – 44

I. Central MMPs (13)

1. Banking
2. Central Excise & Customs
 3. e-Office
4. Income Tax (IT)
5. Insurance
6. MCA 21
7. Passport
8. Pensions
9. UID
10. Posts
11. Immigration, Visa and Foreigners
12. Registration& Tracking
13. e-Sansad *
14. Common IT Roadmap for Para
15. Military Forces*

II. State MMPs (17)

1. Agriculture
2. Commercial Taxes
3. e-District
4. Employment Exchange
5. Land Records (NLRMP)
6. Municipalities
7. e-Panchayats
8. Police (CCTNS)
9. Road Transport
10. Treasuries Computerization
11. PDS
12. Education
13. Health
14. e-Vidhaan*
15. Agriculture 2.0*
16. Rural Development*
17. Women & Child Development*

III. Integrated MMPs (14)

1. CSC
2. e-Biz
3. e-Courts
4. e-Procurement
5. EDI for e-Trade
6. National e-Governance Service Delivery Gateway
7. India Portal
8. Financial Inclusion*
9. National Geographic Information System*
10. Social Benefits*
11. Roads & Highway Information System*
 12. e-Bhasha*
13. National Mission through Education through ICT*
14. Urban Governance*

Note: * Indicates New MMPs

The MMPs focus on electronic form of governance or e-Governance. It aims to make the interaction between Government
to Citizens (G2C), Government and Business enterprises (G2B), and inter-agency relationship/Government to Government
(G2G). Each of MMP is owned and spearheaded by the nodal Ministry/Agency of National Government or by a State
Government. It is called as Mission Mode because it has a definite time bound with a high focus on enhancing e-service
delivery. It is a target oriented project and more user friendly, convenient, transparent, and inexpensive and aimed to
transform high priority citizen services from their current manual delivery into e-delivery with the following goals:

1. To provide better service delivery to the citizens

2. Ushering in transparency and accountability
3. To empower the people through easily accessible information
4. To improve efficiency within the governments
5. To improve interface with business and industry

Outcomes of the MMPs

The MMPs play a significant role for providing services to the people. It has potential to provide a platform for cross-
fertilization of ideas/innovative practices and to share experiences of usage of Information Communication Technology
(ICT) for an effective, efficient and affordable service delivery. Under the implementation of the project, CIPS will provide
supports for institutionalizing the innovative practices in the respective States/UTs by adopting e-Governance and various
ICT initiatives. The Centre also provides technical and hand holding supports to the States those who are interested in
replicating and implementation of best/innovative practices in their States. Sensitization of the innovative practices of
different MMPs, replication of innovative practices and sustainability of the same are the ultimate objective of the MMPs.
Apart from these initiatives, CIPS also helps the Administrative Training Institutes (ATIs) for capacity building of the
institutions and facilitate to enabling an environment for fostering innovative culture in the State.
 e-Office Mission Mode Project

1. Introduction

e-Office is one of the Mission Mode Projects (MMP), under the National e-Governance Plan (NeGP). The project has been
approved by the Cabinet for implementation during the 11 Five Year Plan. It is aimed at significantly improving the
operational efficiency of Central Government Ministries and Departments through improvement in the workflow
mechanisms and associated office procedure manuals.

The Department of Administrative Reforms & Public Grievances (DARPG) is the nodal agency for implementing the project.
e-Office or less-paper initiative primarily involves workflow automation and knowledge management including document
records management, setting and controlling the workflow in the organization, work allocation and tracking, maintaining
audit trails, performance benchmarking and generating operational MIS.

The open architecture, on which e-Office has been built, makes it a reusable framework and a standard reusable product
amenable to replication across the governments, at the Central, State, and District levels including the public sector
undertakings. It brings together the independent functions and systems under a single framework.

To begin with, e-Office has been launched in three pilot locations, i.e. Department of Administrative Reforms & Public
Grievances (DARPG), Training Division of Department of Personnel & Training (DoP&T) and e-Governance Division of
Department of Information Technology (DIT) during 2010-11.

Further, e-Office was launched in 2011-12 in phased manner and currently phase III is under implementation. DARPG had
agreed to provide financial assistance to those Ministries/Departments who had volunteered to implement the same.
National Informatics Centre (NIC), being a technical partner, has been providing cost estimates for particular
Ministry/Department in consultation with subject Ministry/Department to DARPG for release of funds.

2. Objectives of e-Office

e-Office has been designed to achieve the following objectives:

a. Improve efficiency, consistency and effectiveness of government responses

b. Reduce turnaround time and to meet the demands of the citizen’s charter
c. Provide for effective resource management to improve the quality of administration
d. Establish transparency and accountability
e. Provide cost effective e-storage facility
f. Transform the existing manual, paper-driven processes into electronic workflow
g. Establish a single authoritative government directory
h. Develop an open architecture framework for scalability
i. Standardize on a single product across the government
3. Stakeholders of the project

The project will impact the following:

 The Government of India's Ministries, Departments in the long run, participating agencies including the DAR&PG,
Dept. of IT (DIT), Ministry of Rural Development (MoRD) and Central Information Commission (CIC)
 Employees of Govt. of India, Citizen & Business

4. Phases of e-Office implementation

e-Office implementation has been carried out in 4 phases. Following activities have to be carried out for the
implementation of the project:

Phase 0: Initiate

 Infrastructure Assessment & Gap Analysis

 Procurement/Upgrade Infrastructure
 Roll Out Requirement

Phase 1: Prepare

 Governance Structure
 Orientation Workshop
 Change Management
 Transition Management
 Knowledge Repository
 Creation of Bulk emails
 DSC Issuance

Phase 2: Configure and Deliver

 E-Office Data Capture & Vetting

 DSC enrollment & verification
 Training
 On site Roll Out team
 Set up in data centre
 Domain name registration
 Setting up of Training instance
 Trial Run
 E-Office ready for Go Live

Phase 3: Support

 Product implementation
 Digitization of Records/Files/
 Knowledge sources
 Handholding support
 Report Issues & Bugs
 Transfer of technical know how
So far a total 24 Ministries/Departments have been covered under Phase - I, II & III of this programme:

PHASE-I: -2011-12

(i) Ministry of Information & Broadcasting

(ii) Ministry of Labour and Employment
(iii) Department of Fertilizers
(iv) Department of Land Resources
(v) Ministry of Urban Development
(vi) Department of Chemicals and Petrochemicals
(vii) Department of Financial Services
(viii) Department of Revenue
(ix) Ministry of Mines
(x) Ministry of Panchayati Raj
(xi) Department of Pension and Pensioners’ Welfare
(xii) Ministry of Home Affairs

PHASE-II – 2012-13

(i) Department of heavy Industries

(ii) Department of Science and Technology
(iii) Ministry of Parliamentary Affairs
(iv) Department of Official Language
(v) Department of Personnel and Training

PHASE-III – 2013-14

(i) M/o Small & Medium Enterprises (MSME)

(ii) Department of Agriculture and Cooperation
(iii) Department of Rural Development
(iv) Ministry of Steel
(v) Office of Controller General of Patents
(vi) Office of Register General of India
(vii) Department of Consumer Affairs

5. Phase-wise release of funds for the project

DARPG has released following funds to NIC for the implementation of the above project: -

Year Phase Amount released to NIC

(Rs. in Crores)
2011-12 I Rs.1.75
2012-13 II Rs.0.96
2013-14 I & II Rs.1.16
 Total Rs.3.87

It may be seen from the above that so far a total 24 Ministries/Departments have been covered under Phase-I, II & III of
this programme.

To review the status of implementation of e-Office in various Ministries/Departments of the Government of India
Secretary, DAR&PG has started taking review meetings of the various Ministries/Departments of the Government of India.
The first meeting in the series was the meeting held on 12.08.2015. In the meeting, apart from the National Informatics
Centre (NIC), the officials of the Departments under the administrative control of the Hon’ble MOS(PP) i.e. DAR&PG,
DOP&T, Department of Pensions & Pensioners' Welfare (DOP&PW) and Development of North Eastern Region (DONER)
were also called in order to take stock of the implementation of e-Office in these Departments.

Apart from DONER, e-Office is under operation in DAR&PG, DOP&T and DOP&PW. These Departments were specifically
instructed by the Secretary (AR&PG) to improve the position and present a better picture in the next review meeting.

One more meeting was held on 18.08.2015 under the Chairmanship of Secretary, Department of Administrative Reforms
& Public Grievances to review the status of implementation of e-Office in the 24 Ministries/Department
identified in the Phase-I, Phase-II and Phase-III of the project.

6. Basic Infrastructure Pre-requisites for e-Office

Basic Infrastructure Pre-requisites for e-Office Implementation:

a. Workstation/Desktop/Client
• Every user of e-Office will need to have an independent Workstation/Desktop/Client. The recommended
requirements for Workstation/Desktop/Client are as follows:
i) Processor: 2GHz and above
ii) RAM: 2GB and above
iii) USB 2.0 controller (for Digital Signature Certificate)

b. Network
• LAN connectivity to each user/each desktop to be provided.
• Ensure multiple network links in the department for fail over.
• Bandwidth utilization should not be more than 60%.
• For smooth usage of the system, the department needs to ensure a minimum dedicated bandwidth of
34 Mbps for 2000 users.

c. Scanners

The user will be required to analyze volumes of incoming receipts per day along with travel time to the scanners
for all users that are using that particular scanner.

d. Software
• Operating System - Windows 7 or above, Linux 6 or above, Ubuntu 11 or above
 • Browser- Internet Explorer (10.0 & above), Firefox (27.0 & above)
• Adobe Reader 10 and above
• Anti-Virus (any antivirus)

7. Components of e-Office

7.1. Electronic File Management System (e-FMS)

Government has been putting great emphasis on improving productivity and its internal processes, increased transparency
in the decision making and brings in citizen participation as part of the inclusive governance in the country. Governance
processes are based on creation of files, noting’s in the file, decision at various levels and finally issuing decisions as letters
and notifications. Any request to the government goes through an elaborate processing of different stages called
workflow. Most of these processes are handled in the form of files which move forward and backward for decisions. An
automation of these files can play a very crucial role both in improving the efficiency of decision making and also in building
transparency in governance.

e-File is a workflow based system that replaces the existing manual handling of files with a more efficient electronic
system.

This system involves all stages, including the electronic diarization of inward correspondence, creation of files, movement
of correspondences and files, electronic signing of noting & drafts using Digital Signature Certificates (DSC), e-Sign, and
finally, the archival of records.

Features of File Management System (e-File):

Receipts Files
• Diarization – Electronic / Email / Physical • File Creation – Electronic and Physical
• Acknowledgement Generation • Noting’s (Green and Yellow Note)
• Receipt to Receipt and File Attachment • Correspondence
• VIP Letter Tracking • Draft for Approval (DFA)
 • Address Book • Referencing
• Signing on remarks • Digital Signatures on Noting and DFA
• Legends on priority • File to File and Receipt Attachment
• Advanced Search on metadata • Linking of File
• Receipt Status Monitoring System • Closing of File
• Closing of Receipts • Advanced Search on metadata
Dispatch Reports
• Templates Selection • MIS Reports
• Digital Signatures File/Diary Register Report
• Advanced Search on metadata File/Diary Movement Report
• Reminders and Follow-ups File/Diary Pendency Reports
• Dispatch sent through email and post
e-File Citizen Interface & Record Management System (RMS)

7.2. Knowledge Management System (KMS)

Government has to manage large volumes of documents of various categories. These documents can be Policies, Forms,
Acts and Regulations, Circulars, Guidelines and Standards and Manuals. Maintaining a central repository of document
helps to have a single repository of documents from where all department/ministry users can access the information.

e-Office KMS enables users to create and manage electronic documents that can be viewed, searched and shared. It is
also capable of keeping track of the different versions modified by different users (Tracking history). It also contains a
dynamic workflow to keep document in various stages.

Features of Knowledge Management System (KMS):

Central Repository My Repository

• Organization wide access to documents • Personal Document Repository
• Multilingual Support • Document Sharing
• Version Control • Collaborative work
• Security and access control
Document Sharing Search
• Document Sharing • Quick and easy retrieval of documents
• Folder Subscription • Content Based Easy Search
• Alerts and Notification • Advanced Level Search

7.3. Leave Management System (LMS)

e-Leave is a simple intuitive workflow based system to apply for leave online, track the status of applied leave, details of
leaves taken and balance. Approval of leave is enabled through the automated hierarchical channel of submission and
leave is routed to the hierarchy that is pre-defined in the work flow. The leave rules are configured as per the existing
Government manual and leave processing is role based. The system helps to eliminate the paper based applications and
faster and time bound processing. Approving authority can view the leave balance and also leave details of employees
prior to approving leave.

Features of e-Leave Management System

 • Workflow based submission & approval
• Integrated Holiday Calendar
• Leave History and Leave Balance
• Alerts and Notification
• Leave details of subordinates
• Reports

7.4. Personnel Information Management System (PIMS)

Personnel Information Management System (PIMS) is a workflow-based system for maintaining the details of an
employee. The main details of Employee Identity, Skill Sets, Contact Details, Posting & Location, CGHS, Nomination,
Services, Loans, Salary Details, HBA, Record Verification Details. PIMS allows users to enter and update the employee
personal data and employment records according to the access and role privileges. PIMS stores all the information
required from an employee as per the provisions of the Service Book.

Features of Personnel Information System (PIMS)

• Online Employee Service Book

• Integration with e-Leave module
• MIS Reports
• Role Based Access
• Alerts and Notification
• Digital Signing

7.5. Tour Management System (TMR)

e-Tour is a system that facilitates the efficient management of employee tour programs, from the time of applying for the
tour to the final settlement of bills. This system ensures that all tour requests are properly accounted for. Employees can
apply for, cancel, approve/reject and view tour records without any hassle and delay of going through the paper work.

For employees, the system allows to easily view their tour details at any point any time and request tours online. For
managers, tour approval no longer involves trails of paperwork. The system provides complete trails of the employee's
tour and plans.

Features of e-Tour Management System:

• Online tour request and approval process

• Settlement and Claims Reimbursement
• Log sheet management
• Alerts and Notification
• Dashboard
• Reports
7.6. Collaboration & Messaging Services (CAMS)
e-Office Collaboration and Messaging services helps users to communicate effectively and share information and ideas in
real time. The Open architectures of the model enable to integrate the different e-Office services. The e-Talk pulls all your
files, documents, leave and tour together into one place while at the same time updating your status. With the unified
communication and collaboration environment, employee can personalize and configure for communicating and
collaborating fostering a more connected workplace.

Features:

 Shared Calendar
 Discussion Forum
 Instant Messaging

7.7. Records Management System (RMS)

Helps in enhancing the efficiency, transparency and accountability of the organization. It is the process of managing the
records (files) in an organization and will start from the time the files are disposed (closed).

7.8. Management Information System (MIS-Reports)

Provides real-time monitoring of an organization's productivity & efficiency through various transactional data made
available for the organization.

7.9. Citizen Interface (CI-TRUE):

To bring in a more participative form of governance with inclusion of citizens in facilitation of decision-making process,
wherein a Citizen/External Organizations/NGOs etc. can track the current status of references/grievances/DAKs on a real
time basis.

7.10. Smart Performance Appraisal Report Recording Online Window (SPARROW) (eAPAR) – Newly added
SPARROW is an online system based on the comprehensive performance appraisal dossier that is maintained for each
member of the Service by the State Government/Central Government. The aim of this system is to facilitate the electronic
filling of PAR by officers in a way that is not only user friendly but also allows to fill from anywhere anytime as per their
convenience. Similar convenience will be available to the officers at different levels in the workflow hierarchy of filling and
submission process. The system is also expected to reduce delays in submission of completely filled APARs.

Features:

• Online generation of PAR

• Transparency & Accountability
• Delegation
• Workflow
• Search and Retrieval
 Alerts and Notification
• Reports
7.11. Property Return Information System Management (PRISM)

For electronic filing of Asset and Liability Declaration, in accordance with the Lokayukt Act-2013 of Government of India.

8. Features of e-Office

• Open Architecture & Technology

• Common data sets and standards
• Role based access for authorization
• Directory based authentication
• Workflow manager
• Open standards & technologies based
• Unicode compliant - Support for local languages
• Organization level common repository of user information for various services and applications

9. Key activities in e-Office Solution:

1) Scanning of physical receipts

2) Entry of Meta data & creation of Diary number
3) Entry of meta data for creation of e-Files
4) Putting scanned physical receipts in Guard File IN.

Process of using e-Office solution:

1. The user provides his/her credentials and enters the system.

2. Affixes the Digital Signature Certificate
3. Opens e-Files from inbox, views previous notes, correspondences and drafts. Takes the print of relevant section
for ease of reading. Here the user can view the e-File movement and its status
4. Works on e-File by typing self-Notes, referencing, editing/approving drafts. User can view MIS reports from
juniors
5. Sends the e-File to other users. Here the user can pull back the e-File.

10.Tools & Utilities of e-Office

 Digital Signing Tool

e-Office Digital Signing Tool utility (Version 1.0) is a desktop tool for digitally signing PDF documents using X.509
certificates. Digitally signed documents provide the required trust level, authenticity and non-repudiation between the
sender and receiver of the document. IT Act 2000 gives the required legal validity to the Digital Signatures thereby giving
legal validity to digital signed documents. This is the first release version of the Digital Signing Tool V1.0. It works on MS
Windows, SUSE Linux, Red hat and similar clients with Java support. It provides the facility for Single Signature Process as
well as for Multiple Signature (on a single document) process. It uses the digital certificates from USB token provided by
the Certifying Authority. Digital signatures protect your PDF files from being tampered with while at the same time ensure
your identity as the signer.

 Web Services

e-Office Web Services helps to expose the employee related data through secured manner to be used by various
applications in the department. These web services provided latest data across all the application to avoid discrepancy
and duplication of efforts.

 Desktop e-Talk

e-Talk is a transactional interaction (a way for humans to interact), involves the exchange of transaction entities where a
major function of the transaction entity is to alter the relationship between participants. Basic version of e-Talk includes
Chatting and e-Alerts notifies users about any changes on documents/appointments/events/files from already existing
modules (i.e. KMS, appointments etc.) from e-Office.

 M-Office Application

The mobile e-Office application is intended to provide all possible features and benefits of the e-Office suite to its users.
Bringing e-Office to handheld devices will bring a significant change in the working style of the employees and so will pump
in a major relief from the pain of sitting hours and hours in front of Laptop or Desktop.

The following are considered important areas for ensuring effective deployment management and sustainability of e-
Office:
 Deployment Strategy
 Approach & Model for Deployment
 Defining the Responsibility Matrix
 Process and Guidelines
 Provisioning a Secured Infrastructure
 Availability of Deployment Infrastructure
 Failover and Backup Policies (Mechanism will be based on the existing Policy)
 Disaster Recovery & Business Continuity Policy
 Sustainability

11.Current Status of e-Office Implementation

S.No. Enterprises Total No. of Total No. of Total No. of e- Total No. of e-
Implementations Active Users File(s) Created File(s) Moved
1 Central Government 111 49,106 3,03,455 32,97,172
2 State Government 41 10,093 63,335 5,71,881
3 District Administration 14 1,397 1,02,964 6,23,511
PAN-INDIA 166 60,596 4,69,754 44,92,564
Total
Note:
1. The above counts are as on 26th MAY 2016
2. The counts (Active Users, e-File(s) Created and e-File(s) Moved) provided are for those implementations which are
hosted at SPNDC

According to Annual Report for the year 2015-16 released by Ministry of Personnel, Public Grievances and Pensions
Government of India, Ministry of Panchayati Raj has completely migrated to e-office platform and others are endeavoring
to do so. Ministry of Rural Development has achieved 80% implementation of e-office.

So far a total 24 Ministries/Departments have been covered under Phase-I, II & III of this programme.

12.Challenges and lessons learnt

Sl. Challenges faced during the life cycle of e-
No Office applications
1 Resistance for Change:
This has been observed as the biggest hurdle in a
smooth implementation process with users in the
organization being reluctant to change from the
traditional way of working over partly due to
trust & fear of acceptance to something new.
2 Requisite infrastructure/Network bandwidth:
• This is another practical issues in various
government organizations where the
employees do not have proper client-
machines with negligible maintenance
(regular PC-cleaning activity) with some of
them using outdated computersystems;
• Network Band width/Network Configuration
issues can lead to slowness and sometimes
even disruption in service also.
3 Standardization and Simplification of processes:
There is always reluctance in changing the
Solutions for the challenges faced
The solution to this challenge is having a planned
approach for implementation with moral boosting of
employees by appreciating (morally & monetarily)
good performing employees in the department &
motivating the actual workforce (SOs, Dealing Hand,
Clerks) by setting real-life examples of how the
application is improving the productivity of the
organization as well as considerably decreasing the
daily desk working hours for employees which in turn
can be utilized by them in their for better professional
& personal growth.
• This can be taken care by user-departments
through their IT-Cell which can schedule
weekly/fortnightly PC-Cleaning activity for all the
available workstations.
• A transition strategy can be decided through
which all the outdated machines are replaced
with newer computer-systems in a time-bound
manner such that all the employees have
individual workstations with disposal of older
systems as per the E-Waste (Management &
Handling) Rules, 2011.
• Additionally, with each employee having
individual computer machines they can be
sensitized about best practices to manage their
machines so as it can be used with minimum
maintenance.
As an implementation strategy, it is always
recommended to have the existing government
 existing processes which are being used in the
manual environment, however, this is the most
important aspect for a successful & smooth
implementation. As various features in the
electronic environment are optimized for use
over computers with facilitation of easy
electronic delivery & it should never be
compared with how they were used in the
traditional manual way. Rather forcing of manual
mechanism will be retrograde step.
4 Change Management:
• Change management plays a vital role during
the implementation life-cycle of the product,
as gradually after department gets
comfortable with the use of the application,
they starts looking for additional features in
the application which at-times are very
exclusive (specific) in nature, and are not
generic.
• One of the most common mistakes made
during e-Office implementations is to assume
that e-Office can be used to run office end to
end, where as e-Office works towards
optimizing value chain instead of providing
end to end solution. Rather in the form of e-
Office generic modules were decoupled from
core business functions specific to a
department.
5 Need for mandating e-File:
• This is an extremely important aspect as e-
Office is a top driven application.
• In the absence of mandate and clear
instructions from the top management, it is
not possible to implement.
• Sometimes as the top management
changes, the implementation/usage also
slows down.
processes optimized to suit the electronic
environment, a term very well known as “BPR”
Business process Reengineering or “GPR”
Government process Re-engineering. This ultimately
helps the end-users in a way to transform from
existing manual environment to an optimized, and
efficient automated electronic environment.
• The e-Office application suite being a unified
solution at-times make it difficult to incorporate
exclusive changes in the existing application
model.
• To overcome this challenge, a process-
committee has been identified at the e-Office
division who looks after all the Change-Requests
received from various user-departments &
examines the feasibility. Any generic
requirement will be analyzed for development
and released as per release cycle, with monthly
(minor) releases & quarterly (major) release.
• Along-with this the application model has been
optimized to integrate different exclusive
requirements from various department using
“Configurational properties” which can be used
by specific departments as per their
requirement.
• Sometimes it is not possible to identify the value
of upgrades, particularly when the upgrade was
on account of another user .
• Apart from this Partial integration of e-Office
with other applications in terms of well defined
interface from and to e-Office is being
considered for development.
• As an implementation strategy, it is always
recommended to have a well defined Project
Steering Committee (PSC) under the
Governance Structure.
• This PSC should give the overall direction and
leadership for the implementation of e-Office
and is formed within the department,
comprising of senior management.
• Pro-active members in this group can take
implementation miles forward

6 Changes in Governance Structure:
• To ensure an effective implementation of e-
Office, it must be driven and monitored by a
well-defined Governance Structure.
• However, over a period of time, it has been
observed that changes in Governance
structure slackens the pace of
implementation.
• One of the prime cause of delay is on
account of not having the right people on
the team, be it the Governance Structure, or
EMD Managers or the System
Administrators in case of local deployments.
7 Strengthening of Central Registry Unit (CRU):
This is another practical issues in various
government organizations where the employees
deputed at CRU do not have the basic knowledge
of computer, email and internet browsing.
8 Setting up of an e-Office Support Team / Local
Helpdesk Unit:
It has been observed over a period of time that
after withdrawing on-site manpower support (on
completion of six months implementation
period), the e-Office implementation project at
the user department collapses.
• The key tasks and responsibilities of PSC
should be as follows:
 Setting the scope, long terms goals &
targets Provide project oversight,
direction and guidance as needed for the
overall implementation of the project
 Approval and issue of the notifications
required Establish and notify the required
policies, guidelines, best practices, and
standard operating procedures for e-
Office
 Communication of the project to all the
stakeholders
 Regular review of project deliverables &
enforcement for smooth implementation
• In order to overcome this challenge, it is
recommended that all the key stakeholders
nominated under Governance Structure should
follow the roles and responsibilities assigned to
them.
• Project Steering Committee and other teams
should have minimum number of persons,
irrespective of transfers/movements.
• Regular trainings / Capacity Building
Programmes on e-Office (User / EMD Managers
/ System Administrators) should be organised
for moving in members.
• In order to overcome this challenge, it is
recommended that the user department should
depute those employees at CRU who have basic
knowledge of computer and internet browsing.
Further, the user department may also provide
set of guidelines to these employees for
handling of DAK in CRU.
• These persons can also be provided basic
trainings.
 The project implementation period of e-Office
is Six months for operationalization and during
this period the user department should plan for
succession of these persons.
 They have to identify efficient manpower to
whom training on e-Office product can be
provided and also the technical know-how of e-
Office implementation can be transferred.
 9 Identification of Linux and Database
Administrators for managing local deployments:
• It has been observed that some of the user
departments who have locally implemented e-
Office Product do not have Linux and Database
Administrators who can deploy new patch
updates / latest releases in their test / production
servers
10 Technical Challenges
In order to overcome this challenge, the user
department may identify Linux and Database
Administrators to whom the necessary training on e-
Office system administration can be provided.
As the entire environment is changing (Hardware and
Software in terms of OS, Browsers, Java
Platform, APIs from vendors, it is huge task to keep up
with the pace of this development apart from
the demands CRs, which may be conflicting also.

13.Expected outcomes from Process Reforms through e-Office

 Workflow automation including Standardization & automation of repetitive processes / work flows
 Knowledge Management, including creation of institutional memories
 Record Management
 Efficient Communications Management
o Registration & routing of communications digitally
 Quality Assurance
 Productivity Management
o Dashboard view
o Performance Management
o File tracking
 User-friendliness
 Accountability, including audit trails
 Cost-effectiveness
 Responsiveness to citizens, with certainty of response
 Integration
o Horizontal - within the same office & with other departments
o Vertical - with superior & subordinate offices
 RTI compliance
 Transparency
o Decisions accessible to public at different levels
o Stakeholders can know status of their cases

The overall Impact of this initiative of the Government of India is expected to be on the following lines:
 Provide government functionaries with knowledge, information and communication tools to perform their daily
operations and support in the various stages of the complex, knowledge-intensive tasks which they perform
 Establish a system of efficient document management to facilitate information retrieval
 Provide efficient support for handling of incoming correspondence / mails and management of meetings
 Result in better staff / officer morale due to working in fully automated environment
 Introduce a new aspect of operational performance measurement
14.Road Map for e-Office implementation:

DARPG's Strategic Plan (1.04.2011 - 31.03.2016) has set a target to implement e-Office MMP in 29 ministries/
departments. However, the effort is to cover, with the agreement of stakeholders, all the government ministries/
departments by the end of the 12th Five Year Plan. Also envisaged as part of the implementation are product awareness
trainings, process studies, training and capacity building, and hand holding and post-deployment support.

15.Master Training Plan

Keeping in view the enormous task of driving Mission Mode Projects (MMPs) under NeGP, in line with the overall spirit of
service orientation, most government employees need to be suitably trained. Under NeGP, HR and training is an important
Support Component Category.

The NeGP Master Training Plan 2012-17 for Central Government officials, developed by DARPG, highlights the need of
training for effective implementation of e-governance projects and a common understanding on core training curriculum.
Master Training Plan describes:

a. Core competencies required by various roles

b. Delivery mechanisms
c. Institutional framework
d. Broad curriculum
e. Feedback mechanism
f. Certification

The proposed NeGP Master Training Plan (2012-17) is basically role-based. Three types of training delivery mechanism are
being contemplated Instructor-led, Web-based/ online and seminars/ workshops. Instructor led courses will be batch-
based, with each course lasting between 1 to 5 days. Seminars/ workshop will be for one or two days. The plan caters to
three levels of competency/ complexity and depth as per the need of the participants
 16.Best Practices in e-Office:

16.1. DigiGOV, Government of Gujarat

The DigiGOV (then Integrated Workflow & Document Management System (IWDMS)) project was conceptualized by
Government of Gujarat in partnership with Tata Consultancy Services to improve accountability, efficiency, transparency
and effectiveness in government administration. A phased approach was used to roll out the DigiGOV solution across the
State Secretariat and Head of Departments (HoDs) in Gujarat. Starting with 12 departments of the State Secretariat, today
DigiGOV has been full-fledged implemented in all 27 departments, Chief Secretary's Office and Chief Minister's Office, 155
HoDs and is catering to 6000+ users including administrative staff and ministerial staff.

DigiGOV caters to day-to-day file management system in Secretariat. DigiGOV is also exhaustively used in CM Office for
CM's Appointment Scheduler, CM's Relief Fund, email correspondence and MP/MLA reference. For three years, DigiGOV
has been used as a tool to prepare the statewide budget. This has almost nullified the preparation of more than 6000
physical files, which were previously needed in the budgeting process. Apart from this DigiGOV has satisfactorily served
its stakeholder as an effective monitoring system with a quicker and immediate response for data. There has been a steady
increase in the number of users taking services through IWDMS. Some of the core users such as IAS, IPS, IFS officers and
others are located across the state and access the system through the Gujarat State Wide Area Network (GSWAN). The
transformation of Gujarat Secretariat has only been possible due to dedicated and unflinching support of the Government
of Gujarat and the commitment from the highest offices to ensure the success of the project.

16.2. National Authority of Chemical Weapons Convention

The e-Office journey began in December 2009 at the National Authority for Chemical Weapons Convention (NACWC), a
department under the Cabinet Secretariat. NACWC implemented the product on an 'as is where is' basis. The department
worked closely with NIC to overcome the issues that came up. The employees of NACWC, through their valuable
suggestions, were instrumental in making the product more user friendly. As a step towards extending e-Office to the
entire Cabinet Secretariat, a live demo of the e-Office system implemented in NACWC was presented to the Cabinet
Secretariat in March 2010. After a series of internal discussions, the decision was made to implement e-Office in the
Cabinet Secretariat. At present, the department has more than 1,200 files and more than 17,000 file movements in e-File.
The department is now setting up a 24x7 data centre with the goal of making the Cabinet Secretariat completely paperless,
a nontrivial feat by any measure. The implementation of e-Office is being extended to all departments in the Government
of India and State Governments. One of the steps in this direction is the inclusion of e-Office as a success indicator in the
Results Framework Document (RFD), so that in the next three years there should be a government-wide flow of electronic
files, resulting in increased transparency and efficiency in government processes.

16.3. Karnataka Power Transmission Corporation Limited

Karnataka Power Transmission Corporation Limited (KPTCL) was suffering from a big backlog of pending files because of
the manual file and other document movement processes. KPTCL then formalized their problem statement and
approached HCL for a solution and its implementation. HCL came back with an Automation of Approval process and
archival of documents on turnkey basis using a web based DMS built-in workflow and Electronic Note sheet in Kannada
language. The application is being used for automating the working of KPTCL's Personnel Department.
16.4. Implementation of e-Office in Konkan Railway Corporation Ltd (KRCL) - a Central PSU under Ministry of
Railways
KRCL has implemented the Mission Mode Project “e-Office” of National informatics center (NIC) as a paperless office
solution on 01 APRIL 2015. It is based on Central Secretariat Manual of Office Procedures (CSMOP). This software is
designed and developed by NIC purely for Central / State Government Ministry / Departments. e-Office is a Mission Mode
Project under the National e-Governance Plan, which is aimed for improving the operational efficiency of Central
Government Ministries and Departments through improvements in the workflow mechanism.

The department of Administrative Reform and Public Grievances (DARPG), Government of India is the nodal agency for
implementing the project. “e-Office” primarily involves workflow automation and knowledge management including
document management, setting and controlling the workflow in the organization, workflow allocation and tracking,
maintaining audit trails, performance benchmarking and generating operational MIS. The vision of e-Office is to achieve a
simplified, responsive, effective and transparent working of all government offices.

The Main Benefits of e-Office are:

 Enhance transparency – files can be tracked and their status is known to all at all times.
 Increase accountability and productivity.
 Assure data security and data integrity.
 Provide a platform for re-inventing and re-engineering the government.
 Transform the government work culture and ethics.
 Promote greater collaboration in the work place and effective knowledge management.
 HR Saving and saving of huge stationary like printer cartridges and paper.
In phase – I implementation, 600 employees of Corporate Office and both regions (Executives, Sr. Supervisors & admin
staffs) are covered. Remaining file holding authorities will be covered in phase–II. The Disaster Recovery for e-Office
system was commissioned at Ratnagiri during May 2015 & DR drill was successfully conducted on 10th August 2015.

Progress of e-Office implementation in KRCL (April'2015 - January'2016)

Month-Year Files Created Files Movement

April'15 270 909
May'15 300 1189
June'15 330 2532
July'15 802 7322
August'15 529 6975
September' 15 502 6332
October'15 524 5995
November'15 576 6990
December '15 949 9487
January'16 732 8153
February’16 763 8599
March’16 721 9715
 April’16 758 8312
Total 7723 82510

600 numbers of Digital Signature Certificates are issued so far to various e-Office users. As a part of e-Office
implementation, 70% of the file-heads of KRCL are standardized. Rs. 67 Lakhs had already been incurred in phase-I
implementation of e-Office towards support cost of NIC, purchase of servers, scanners and DSC. Competent Authority had
also approved an additional amount of Rs. 69 Lakhs towards phase II implementation of e-Office to cover all the file
handling Authorities of KRCL, who are left out in phase I.

As the phase-I implementation of e-Office covers Corporate office at CBD Belapur and Regional Offices at Ratnagiri,
Madgaon and Karwar, the file movements and efficiency has improved and courier & HR movements for carrying files
between offices reduced considerably apart from taking fast decisions. This also improved the working system and
productivity of KRCL.

After Phase I implementation, more than 70% of manual files are migrated and moved to e-File processing. Phase II
implementation is under progress by covering following activities:

 Upgradation of e-Office server with high end processor and RAM.

 Upgradation of SAN (storage capacity with additional 21TB).
 Procurement of scanners for all the locations.
 Procurement of 400 additional DSC's

Way Ahead – Future Roadmap

• E-sign on android, iOS with OTP feature, through CDAC, to interface Aadhaar - mobile numbers
• Handshaking between KRCL and Railway Board e-office instances for seamless file movements
• Signing multiple files using single signature
• Further improvements in file movements, for faster file uploads and response
16.5. e- Office, Kerala
Project Overview

e- Office project in Kerala envisions modernising government offices and getting rid of manual paper file processing and
replacing it with a digital workflow system. In the process, the Government offices will be transformed to ‘paperless’
offices and gains all the benefits of electronic communication that ultimately leads to faster decision making and speedier
implementation of plans and schemes of the Government benefitting the citizen.

e-Office product, developed by NIC, is a Digital Workplace Solution that comprises of various modules like File
Management System (e-File), Knowledge Management System (KMS), Collaboration and Messaging Services (CAMS). The
e-Office project was approved by the Kerala Government in August 2013 to automate file flow in all 43departments at
Kerala Government Secretariat. Further in FY 2015-16, the Government has decided to roll out e-Office to all District
Collectorate/ RDO/ Taluk offices and Directorates.

When the project is implemented at full scale it is expected that state of Kerala would achieve significant gains in the
administrative space with information flow between government offices and citizens shifted to digital form to a great
extent.

One of the indirect benefits of e-Office is that it helped in overall modernization of Government offices not just for e-
Office, but for e-Governance in general. Prior to e-Office, a number of offices did not have any e-Governance applications
at all and hence the penetration of computers and technology was at a very low level. e-Office implementation demanded
availability of computers, associated hardware and network connectivity. In the process, the offices are modernized to a
great extent along with the end users forced to come to terms with digital technologies.

Modules

1) Data Preparation - Employee Master Data Creation and Management

Employee master details module consists of basics details of employee, contact details, designation details, Work status
and pay details, Office location details, Reporting officer details, Post of employee details, Link officer details.

2) e-File

e-File is a workflow based system that replaces the existing manual handling of files with a more efficient electronic
system. This system involves all stages, including the diarisation of inward letters, creation of files, making noting &
referencing, preparation of draft for approval, issue of letter, movement of receipts and files and finally the archival of
records. With this system, the movement of receipts and files becomes seamless and there is more transparency in the
system since each and every action taken on a file is recorded electronically. e-Files can be easily searched and retrieved
and actions on them can be taken instantly. They can also link to and reference relevant files, documents, rulings and
decisions. This simplifies decision making, as all the required information is available at a single point.

3) KMS (Knowledge Management System)

KMS manages large volume of documents that include Policies, Forms, Acts and Regulations, Circulars, Guidelines and
Standards, Annual reports, Office orders, Office Memorandums and Manuals. This is a role based system that helps to
upload, locate, search, view documents at individual level with the privileges applicable.

Benefits

a. Time and cost efficiency improvements

 Pendency of files has decreased drastically
  25% increase in file processing per day
 File turnover time reduced from 2 weeks to an average of 5 days.

b. Impact on services.
 Faster inter-office communication experienced between Secretariat department and Directorates as uniform
file processing is followed
 Search facility helps retrieve a file instantaneously. Tracking file movement is very easy.
 Public Citizen Interface available over internet allows citizens also to track file status.
 Less Paper, more free space and better hygiene.
 Transparency, confidentiality and digital signature helped reduce manipulation.
 File transit time eliminated
 Stationery usage such as paper, file boards etc have decreased.
 Possible to post important notifications in e-Office dashboard
 VPN connection to work on files from home

Key Performance

 e-Office provides Government to Government service in providing a File work flow system to Government office
staff instead of manual paper filing process. Ultimately, the citizen stands to gain from the efficiency of the
system used by the Government through faster decision/ policy making.
 e-Office also provides a separate citizen interface which can be used by citizens to search for file status
corresponding to their petitions.
 e-Office can be accessed via VPN and hence users can even work from home.

Benefits to stakeholders through e-Office

 Transparency as every action by any officer is recorded electronically in e-Files

 Eliminated possibility of manipulating files
 Improved efficiency and productivity
 Easy Search and retrieval
 Alerts on urgent files where action is required
 Simplified/ Faster decision making
 Lesser cost and reduced housekeeping of paperwork
 Cleaner and spacious offices
 Enables officials to work from anywhere, anytime
 MIS reports that help in performance assessment and monitoring
 Data reports that helps executive management in strategic decision making. Secondarily, the project benefits in
the citizen in general.
 The citizen and the economy in general benefits from faster implementations of schemes of govt.
 A petitioner is able to track status of the petition by him/herself from the Citizen Interface

Description of the services planned to be delivered in subsequent stages / phases

 Integration of e-Office with Revenue Recovery Online tool used by Revenue Dept.
  Integration of e-Office with LIMS software used by Law Dept.
 Integration of e-Office with existing Record Archives.
 Integration of e-Office with IDEAS file tracking interface so that a single public interface for record search can
be provided.

Implementation coverage till date

Until
end of January 2016 the implementation of e-office is done at 32 departments in Government secretariat. The list of
secretariat departments where e-office implemented are as follows:

1. AGRICULTURE
2. ANIMAL HUSBANDARY
3. AYUSH
4. BACWARD CLASSES DEVELOPMENT DEPARTMENT
5. CULTURAL AFFAIRS
6. COOPERATION
7. Coastal Shipping & Inland Navigation
8. DAIRY DEVELOPMENT
9. ENVIRONMENT
10. FOOD & CIVIL SUPPLIES
11. FINANCE
12. F&P
13. Forest & Wild Life
14. General Education Department
15. General Administration Department
16. HEALTH & FAMILY WELFARE
17. Higher Education
18. HOUSING
19. INDUSTRIES
20. ITD
21. LSGD
22. NORKA
23. PAD
24. POWER
25. Revenue
26. SCSTD
27. SJD
28. STORES PURCHASE
29. SPORTS & YOUTH AFFAIRS
30. TAXES
31. Transport
32. Water Resources

The list of outside secretariat departments where e-office implemented are:

  Kannur Collectorate (11 Sections are implemented)
 Commissionerate of Rural Development
 Kerala Local Fund Audit Department
 Thalassery Sub Collectorate
 Commercial Taxes

Table below shows the list of top 10 departments in which number of file created and receipt created through e-Office till
end of December 2015.

Total Receipt(s)
Total File(s) Created till Created till end
S.No Department Name
end of December 2015 of December
2015

1 Finance Department 68681 76417

2 LSGD 31106 76989

3 Health & Family Welfare 8423 33204

4 IT Department 6187 13486

5 Agriculture 4619 22793

6 Higher Education Department 3494 10117

7 Industries 2959 5550

8 Animal Husbandry 2784 2725

9 Tax Department 1713 3889

10 Water Resources Department 1626 10545

Total across all Departments 140585 318974

The project started only in March 2014. There is a gradual increase in the usage each month, mainly on account of new
departments getting on boarded. See below bar chart.
 Files created Files moved Receipts created

185867

156771
147230
137978 137788 135252
126177
121662 121320

99556
95377 94623

80520

37623
31774
24981 26056 25922 24122 24628
21527 22108 22968
16689 18519
14669 14773
8652 10647 10957 10994 9040 9742
6671 7361 6046 7540 8038 8013

Figure 1: Total No. of file and receipt creations & file movements Jan ’15- Jan ’16 across secretariat.

Rollout Steps

In order to rollout e-Office to departments, a number of preparatory steps were done as follows:

i) Computer System Infrastructure gap analysis - e-Office software required computers to run the software.
However, most seats didn’t have computers or those that met the requirements. A gap assessment
exercise was done, procurement was subsequently done and departments were provided with computers
as part of implementation.
ii) Computer training – A number of users didn’t have basic computer skills. Hence training was give on
computer usage and Malayalam computing to build up their skills.
iii) Providing Scanners and additional manpower at Department Office Sections – Office Section is entry point
of Tapals into e-Office system where the physical tapals need to be scanned and uploaded as Receipts.
Hence scanners of appropriate speed and capacity were procured and provided at department office
sections. As the new process involved the additional step of scanning tapals, a Government Order was
issued allocating additional manpower to department office sections for doing the job.
 iv) Server Infrastructure - Initially, the software was piloted at Finance department by hosting the application
on spare servers available with IT Mission; however, with the massive expansion plans, high end servers
were procured and set up quickly at the State Data Centre.
v) High Bandwidth connectivity to State Data Centre – Two 100 Mbps leased lines were commissioned for
ensuring connectivity to the servers at State Data Centre from Secretariat.
vi) Network infrastructure upgrade - LAN at Secretariat is unstructured and hence network issues could not
be efficiently monitored. A few remediation measures were taken that solved the issues to some extent;
the Government has now initiated steps to revamp the entire Secretariat network.
vii) Infrastructure and Facilities for Training - A Well-equipped Training lab has been established to conduct
periodic trainings.
viii) Training on e-Office – Year long Training schedule was published to train employees on the new system.
Till date, all staff (around 3200) have been provided a Refresher training apart from the first round of
training.

16.6. e-Office, Mantralaya, Maharashtra

The e-Office implementation in Maharashtra was carried out after an unfortunate event that occurred on 21st June 2012.
An unforeseen incident of fire break out happened in Mantralaya, Mumbai resulting in loss of massive files belonging to
18 departments. This disaster forced the Maharashtra government to take a very important decision of going paperless.
Before the fire incident, DIT had engaged the services of an agency to scan and digitize all closed files However, after June
2012, decision had been taken to move to an end to end digital file management system. DIT under the guidance of
Hon’ble Principal Secretary has done the study of e-File systems in various states and various products. DigiGOV from TCS
and e-Office from NIC had been evaluated and it was decided to go with implementing e-Office. The decision was based
on various reasons including the fact that e-Office is a product of a Central Government organization and hence is more
reliable while also appreciating that e-Office, with its six modules covering file management, tour management, leave
management, personnel information management system, Collaboration & Messaging Services and Knowledge
Management System, has more number of utilities and hence will have a greater reach to users.

Project Components:

Personnel Information System (PIS):

PIS consists of all relevant and mandatory information pertaining to the employees. They include information like

1. Employee Identity
2. Employee Qualification
3. Permanent Address
4. Designation and Salary
5. Dependent and Nominees
6. Employee Communication
7. Employee Security
8. Employee Skill Set
9. Previous Qualifying Reference.

It also has all the other services or benefits the employee might have taken or Is eligible to take. A complete database like
this makes it easy to retrieve any information of any employee at any given point of time. Maintaining such massive
amount information on a day to day basis for thousands of employees would only make it very difficult to access
information when most needed.

Alerts and other kind of notification services are also provided in order to keep a track of service status.

E-Leave:

Leave Application Monitoring helps track the complete information pertaining to the kind of leave opted for. Namely:

1. Casual Leave
2. Restricted Leave
3. Earned Leave
4. Half Paid Leave

Other basic information like employee designation, code, Name, location, department, and reporting officer needs to be
filled in order to apply for leave. This helps in directing the application to the concerned department and concerned
officer for further approval. It also makes it easier for the concerned officer to approve or reject the applicants leave
based on his eligibility.

In the absence of such an automated system for leave approval, there might be huge discrepancies involved in faulty
approvals or other kind of errors.

E-Tour:
This suite consists of information that are required to successfully apply and approve tour details.

Tour Log Sheet

It consists of log sheet, status option, drafts, downloads and delegate. It helps in maintaining a log sheet, delegating
tour to specific employees, status of tour, etc.It provides complete information relating to the ticket status, ticket history
and visa status.It has a complete history of tour, personal details, project details, and journey details.

Document Management System:

Maintains a repository of documents which could be searched and retrieved at any given point of time. It is a
Web based secured form of data storage with prescribed set of access rights to specific people.
 Advanced search options for data retrieval.
 Automatic routing of documents to concerned departments.

Collaboration and Messaging Services (CAMS):

 Instant Messaging Services:
 Minimal usage of e-mails for internal communications.
 Can view and respond to thread messages
 Share calendar and schedule events.
 Send invites for meeting, seminars and other group programs.

Implementing Agency: DigiGov from TCS and e-Office from NIC

Status before Implementation:
 Time taken to resolve each application was considerably more.
 There was a need to approach the administrative offices in person.
 Storage of hard copies of files and applications.
 Considerable chances of increase in corruptive practices due to maximum interaction between pubic and officials.

Status after Implementation:

 Time taken to close application have reduced considerably.
 Complete automation has enabled users to check the status of their application online.
 Complete automation of files enables in storage and retrieval of files online.
 Considerable decrease in corruption due to minimal interaction between public and officers.

e-Office implementation at Mantralaya, Mumbai

 Date of Commencement: Oct 2012 (3 Years)
 Hosted at: State Data Center, Maharashtra
 Total No. of Users: 8600

Status of e-Office in Mantralaya:

 Total e-Files created: 72,183(approx)

 e-File Movement: 9,82,797(approx)
 Total eReceipts created: 14,37,863(approx)
 eReceipt Movement: 36,24,402(approx)

Difficulties/Challenges& Lessons Learnt:

 Readiness to Change: Many users were not exposed to computer operations so they had to be trained in the
application.
 Network Infrastructure: Successful implementation of e-office depends on the network infrastructure that it is
laid upon. It requires an intensive network of operations which is very important for all smooth operations.
 Data Compilation: Since there had been a network of offices spread across the entire state, gathering of data
during the initial phase was a challenge.
 Customizing Implementation: Each department comes with its own series of functions and requirements.
 Some teething challenges are slowing down the implementation process. To migrate to the e-office platform, the
departments have to customize the e-office application according to their needs and requirements. They also have
to come up with a transition plan and design their internal business processes, which is taking a lot of time.
Besides, scanning thousands of open files in different departments has been another challenge, given the sheer
amount of manual records lying with the departments. High-speed scanners have recently been put in use to
address this issue.

Awards and Honours:

 Gold Award under the category of “Best Green IT initiative of the year” at first express IT awards.
 Jury’s choice award for best G2G initiative by e-Maharashtra. (2013)
 SKOCH Order of merit award.
Reasons for Replication

1. Efficient operations.
2. Faster work flow process.
3. Universal Application.
4. Absolute Transparency
5. Streamlined system of administration.
6. Adherence to process and policy based decision making system.
7. Reduction in corruption.
8. Elimination of third party involvement and process is G2G or Government to public based transactions.

16.7. e-Office, Sindhudurg, Maharashtra

The prime concern of the district administration was to speed up service delivery to the citizens in a reliable and
transparent manner. Effective use of Information Technology was the best tool available to provide services as well as to
plan and monitor the developmental process. The use of Information technology was the only solution to end the
inordinate delays which were inherent in the system and the direct consequence or ill effects were on the citizen. To
achieve better service delivery and end the hard/sweated labor for both citizens and the employees, an integrated
approach for backend office automation was followed by District Administration of Sindhudurg, which would ensure
better monitoring and control over the service delivery.

Sindhudurg district has the honour of being the first district in the country to have done such massive administrative
integration. It was declared as the first paperless governance district of Maharashtra, on the day of the inauguration of e-
Office by Honorable Chief Minister of Maharashtra on 24th December 2012.

e-Office, Sindhudurg is aimed at improving internal efficiencies in an Organisation through electronic administration. It is
a web based system developed by National Informatics Centre (NIC) and hosted at National Data Centre (NDC), New Delhi.
It is accessible through National Informatics Centre Network (NICNET) and Maharashtra State Wide Area Network
(MSWAN) connectivity. It is highly secure and not accessible via Broad Band unless you have VPN connection.

The project has transformed the entire revenue administration in Sindhudurg District to a paperless, more transparent
and accountable organization with a planned approach in day to day functioning.

The district today is seen as one of the most advanced districts, in e-Governance. Yet another achievement was total
integration of the entire revenue administration form Tehsil level to Collectorate by using the e-Office application.

Primary objectives of e-Office are as follows:

 To transform conventional administrative setup to more efficient and transparent organization eliminating delays
and huge amount of paper work.
 To support governance by using more effective and transparent inter and intra-government processes, in turn
improving the governance and the service delivery.
 Ensured backend office automation to deliver services to the citizens in a time bound manner with total
transparency.
 Reducing the drudgery (labour) for the employees and provide them quality work environment.
 Permanent storage of records electronically.
 To promote Green-Governance by turning the administration totally paperless.
 Providing remotely operated offices and giving the finest example of “Administration from Anywhere”.
 Providing clean and green governance with total transparency.
Components Implemented:

1. e-File – File Management System

2. KMS – Knowledge Management System
3. eLeave -Leave Management System
4. eTour – Tour Management System
5. PIS – Personal Information System Management
6. Collaborative and Messaging Service

Period of Implementation:

e-Office (Paperless Office) has been implemented in Sindhudurg District with effect from 24th December 2012. It is still
an ongoing project.

Implementing Agency:

Collector Office Sindhudurg

Status before Implementation:

• An average document is photocopied 19 times.

• Paper files get doubled every 3.5 years
• Paper usage in an average office grows 22 percent a year and doubles every 3.3 years.
• Every 12 filing cabinets require an additional employee to maintain them.
• The average search time for any document is 18 minutes and some are never found
• At any given time, 3-5 percent of an organisation’s files are lost or misplaced.
• Large organisations lose/misplace a document every 12 seconds.
• 92 percent of information is in manila folders.
• Almost half of an office’s time is spent handling paper/data entry.
• 80 percent of today’s information is paper based.
• The average time to retrieve and file a paper document is 10 minutes.
• E-mail causes an average 40 percent increase in paper consumption.
• 12,500 sheets of paper can be made from one tree.
• A letter has to pass through 41 steps and entered in dozens of the registers before it is answered

Status after Implementation

The e-Office has transformed the entire revenue administration in Sindhudurg District to a paperless, more transparent
and accountable organization with a planned approach in day to day functioning

This approach not only improved the harmony between the administration and the people but facilitated close
monitoring, better planning by reaching the unreached, firsthand knowledge of the Gaps in development, creating an
enabling mechanism to reach out and a strong IT infrastructure for effective monitoring and delivery of services.

With the approach followed, the administration is much closer to the citizens and the entire Business Process
Reengineering at the back end has made the service delivery transparent and assured.

The interventions undertaken have also improved the overall functioning of the offices and made the working
environment conducive to speedy service delivery. The District today enjoys the status of the dream destination for
“Administrative tourism”.
Basic Infrastructure for e-Office:

IT Infrastructure:
Every user of e-Office will need to have an independent workstation/Desktop. The recommended requirements a
workstation/Desktop are as follows:
 Processor: 2GHz and above
 RAM: 1Gb and above
 USB 2.0 controller (for Digital Signature Certificate)
Network:
 LAN connectivity to each user
 Ensure multiple network links in the department for fail over.
 Bandwidth utilization should not be more than 60%.
 For smooth usage of the system, the department needs to ensure a minimum dedicated bandwidth of 34 Mbps for
2000 user users.

Software:
 Operating System- Windows XP, Windows Vista or Windows 7, Linux
 Browser- Internet Explorer (6.0 and above), Mozilla Firefox
 Adobe Reader 9 and above (the following is available for download, free of cost, from Adobe website)
 Anti-Virus (any antivirus)

Scanners:
The user will be required to analyze volumes of incoming receipts per day along with travel time to the scanners for all
users that are using that particular scanner.

Difficulties/Challenges& Lessons Learnt

 Business Process Reengineering (BPR): To carry out the entire business process reengineering as per the e-Office
was a daunting task as the number of subjects tackled by the District Collector’s Office is huge and doing it in the
errorless manner was challenging. BPR was tackled in three generic steps in a very systematic manner. Filing
system modified as per the Central Secretariat Manual of Office Procedure (CSMOP). Process / Sub- Process
defined and uploaded for entire revenue administration after considerable Brain Storming.
 Resource Gap Analysis and Covering the Gap: The analysis and subsequent covering of the infrastructure gap was
the second challenge we faced. A detailed Gap analysis with respect to Hardware, Software and Network issues
was done with the help of NIC. After the gap analysis we procured the best available Hardware through DIT, GoM.
VPN Connectivity was provided to every officer / employee where there is no NICNET/MSWAN connectivity. Also
the critical posts were given laptops and VPN facility.
 Change Management while implementing any new initiative the most challenging task is the change management
as it is very difficult to change the set ups in existence for centuries. Officers / Staff were trained and appraised
about the benefits and advantages of the e-office. The training initially revolved around the need for change and
motivation. Continuous Training and effective trouble shooting was given close attention to, for sustained
motivation. They have made use of demonstration.
 Lack of trained man power and Resource Persons: Training imparted to every officer / employee on e-Office in an
interactive mode. Over 80 group training sessions, numerous rounds of desk to desk training, use of e-Buddy
system for hand holding and creation of permanent resource persons for day to day functioning. To have
 continuity in the process of training e-Office champions were identified and trained exhaustively. These people
are the backbone of the system now.
 Scanning of old documents & files and migration from Physical file mode to electronic file mode Record
classification was undertaken and at the same time scanning load was ascertained. Heavy duty scanners were
deployed and time frame was fixed for scanning the old documents and files. After scanning the physical files were
migrated to electronic environment through trained personnel. This was a huge task.

Awards and Honours

 E-Maharashtra 2013
 E-India summit 2013
 Skotch 2013
Project Contact Person:

Shri B.B. Hegde

Scientist-E, DIO
Sindhu Durg, Maharashtra
Phone No: 02362-228822
e-Mail: bb.hegade@nic.in

16.8. e-office, National Rural Health Mission (NRHM), Maharashtra

E-file System comprises of a systematic and step wise process of distribution of day-to-day correspondences, managing
the Inward/Outward documents, movements of files followed by remarks & decision making by the senior officials – all
through an online computing system. Being a secured web based system; it enables the officers to clear the files even if
they are on tour. It saves their time as well as enables faster file movement & brings transparency in the office procedures
unlike the usual manual system which piles up the files day after day. This electronic movement of important files leads
to a faster decision making process. The e-file supports the complete life cycle of the electronic file creations and
transparent movements from one officer to the other and thus speeds up the entire intra-office communication. It is a
workflow based application for an end to end electronic file movement across the office. It creates a Central Document
Repository of documents that can be accessed by all users based on their roles and access privileges. It also helps fast
movements of the files and urgent files can be cleared within a short period of time. Even file from the other offices or
other districts can be received within fraction of seconds. This helps the seniors officials continuously monitor the file
movement which in turn reduces the pending time of the document with the other officers. The system has the powerful
search option which enables the search of any file or receipt.

The objectives of an e-file system can be described precisely as below

Efficiency

o Individual Efficiency
a) Speed in Decision making

b) Error free output

o Organizational Efficiency
a) Speed in Decision making
b) Collaborative work Environment
 c) Speed in Communication
d) Optimal utilization of resources
e) Scalability
o Efficiency from External Perspective
a) Minimum interaction

Effective System

o Result / Outcome oriented

o Quality output
o On – time Delivery
o Cost effectiveness: Value for money
o Culture of discipline
o Soft skills development

Accountability

o Traceability of decisions
o Adherence to service levels

Transparency

o Accessibility and Availability of information

o Set procedures/ norm followed
Employee convenience

o Ease of use
o Trusted digital environment
o Reduced efforts
o Ease of retrieval of files
o Remote functioning
Employee benefit/ Administrative activities

Implementing Agency: NIC

Period of Implementation: The project is operational since January 2012

Area(s) of Operation: Mumbai and Pune

Status before Implementation:

 Due to offices at two locations-Mumbai & Pune, physical file movement incurs lot of time.
 Large volumes of files were managed and processed in their office
 Usually have overburden of piling and pending documents due to absence of senior officials on tour
 Difficulty of locate files
 Many crucial decisions get delayed due to
 Slow movement of files
 Immediate need was to have a system to take care of above problems
Status after Implementation:

 Saving in stationery, space and time.

 Work productivity of the users increased.
 Accountability of inward receipts and file movements.
 Officers can work from any station.
 Received file from other cities within fraction of seconds.

Awards and Honours:

 First Prize in Rajiv Gandhi Prashaskiya Gatimanta Abhiyaan (2012-2013)

 e-Maharashtra 2013 - Best Government to Government (G2G) Initiative of the Year

Reasons for Replication:

 Easy to Implement
 Easy to use-both for young and old
 E Banking-Quick payments
 Transparency
 Fast File Movement
 Sustainable
 Easily Replicable (Assam, Rajasthan and Other organizations like PWD, MMRDA, FMC etc. have approached for
demonstration /implementation)
 Uniform Work Environment

e-Office Modules implemented in various organizations of Maharashtra are mentioned below:

Sr No Instance Name No of user Government /Public Module Implemented

sector/Autonomous

1 Mantralaya 8600 Government e-File,eLeave,KMS

2 Sindhudurg 340 Government e-File, KMS

3 Nandurbar 150 Government e-File, KMS

4 Jalna 150 Government e-File, KMS

5 Municipal Corporation of 3200 undertaking e-File

Greater Mumbai (MCGM)

6 Konkan Railway Corporation 650 undertaking e-File

Limited (KRCL)

7 National Rural Health Mission 600 Government e-File, KMS

(NRHM)
 8 Brihanmumbai Electric Supply & 350 undertaking e-File
Transport Undertaking (BEST)

9 City and Industrial Development 600 undertaking e-File

Corporation of Maharashtra
Limited (CIDCO)

10 Society for Applied Microwave 220 undertaking e-File

Electronics Engineering &
Research (SAMEER)

e-Office Department Coordinators:

Name of the
Department e-Office Incharge / Coordinator Designation Email Address

MRVC N. V. Joesph Dy. CSTE dyscste@mrvc.gov.in

registrar@sameer.gov.in/vinodksdel
SAMEER Vinod Sharma Registrar @gmail.com

FMC Ashish Kumar Asst. Director ashishk.fmc@nic.in

NRHM Raju Jotkar Jt. Director raju.jotkar@nic.in

dycmit-
KRCL Shiva Kumar Dy. CMIT software@konkanrailway.gov.in

BEST Narsi Malareddy Pasam Supervisor(P) nmpasam@bestmmd.net

CIDCO Mr. Faiyaz Khan System Manager sm.dc@cidco.maharashtra.gov.in

dycmit-
KRCL R Shivkumar Dy. CMIT (Dy GM) software@konkanrailway.gov.in

itcadmin@mailmmrda.maharashtra.
gov.in,
Virag.Mishra@mailmmrda.maharas
MMRDA Virag Mishra Deputy Engineer htra.gov.in

MMRCL Ramesh Sharma Executive Director Ramesh.Sharma@mmrcl.com

MCGM Arun Phadnis Manager manager04.it@mcgm.gov.in

16.9. e-Office, Krishna, Andhra Pradesh
e-Office is a step forward into an era of paperless administration, which is a Digital Workplace Solution that replaces the
existing manual handling of files and documents with an efficient electronic system. Being an electronic system, it has its
inherent advantages such as data is stored digitally with audit trails for every transaction being done. Regular backups
and Disaster Recovery systems are in place which ensures that Government files are not damaged in case of any mishap.
In addition, this being a web based application, employees can access it from anywhere; continue their work while at
offsite.

Mission & Objectives:

The need for effectiveness and transparency in Government processes and speedy service delivery mechanism is a long-
felt one. The physical file movement of official files & documents incurs a lot of time and requires a continuous monitoring
from desk to desk before the final decision is made by the senior officials. Consequently, many crucial decisions get
delayed due to the slow movement of files and/or unavailability or absence of the senior officials in the office for clearing
these files. Theft and missing of files is also not uncommon in most of the government offices. The immediate need in
such scenario was to have a system in place where an authorised employee could locate the required documents and/or
files in the shortest possible time, update and share them with other relevant users and eventually store them with proper
references.

Implementing Agency: NIC

Period of Implementation: Implemented from May, 2015 to till date

Area(s) of Operation: District / Division / Mandal / Cluster / Village Level

Project Components: “e-File”

Current Status: Being implemented in all State Departments

IT/Software Requirements:

Java, IE 8 or above
Operating System: - Windows XP/ 7 / 8 / 10

Process /Methodology:

The Process of implementation is as shown below: -

1) Creation of Government e-mail IDs to all the case workers (@gov.in)
2) Obtaining of Digital Tokens for authentications.
3) Creation of “Krishna District” instance in NIC Server.
4) Creation of Entity & Entity Hierarchy
5) Creation of Basic Primary Secondary Tertiary (BPST) Heads for each Department.
6) Identifying Local Admins / Nodal Officers for each Department.
7) Data entry of Employee Master Data (EMD)
8) Mapping of Organisation Units to Employees.
9) Providing LDAP function, due to which the mail IDs created for case worker can be used as login ID of e-Office
10) Training by District Collector to all HoDs.
11) Regular trainings to employees, who were lagging behind in movement of files.
12) Scanning of Old Files and kept in FTP Server for ready use in e-Office through Migration Option.
13) Making employees to recognize the importance of e-Office and movement of files through e-Office.
14) No manual movement of files were accepted.
15) Citizen Interface is being developed through which the Citizens can track the status of their letters submitted to Govt.
Departments without visiting respective Department.

The entire reports pertaining to File Pendency, File Status, File Closure, Personnel Register of Files etc., can be viewed
from Reports of e-File Management.

Targeted Beneficiaries:

1) All employees.
2) Citizens.

Status before Implementation: Manual System

Status after Implementation:

1) All tapals were converted to Receipts.

2) All Receipts were being converted to Files.
3) All files were being moved through Drafts as correspondence and being dispatched through e-Office.
4) Importing of old Files after scanning through Migration Option in e-Office.

Performance Indicators /Achievements

I. The following number of heads were created

Basic Heads: 221
Primary Head: 5815
Secondary Head: 31380
Tertiary Head: 153893
II. 7333 e-mails (@gov.in) were created.
III. 6622 Digital Tokens were issued to employees of respective departments.
IV. 5278 Organisations were created among 79 Entities of Krishna District duly mapping Entities Hierarchy.
V. Data of 5152 employees entered pertaining to respective department.
VI. The following is the Achievements with regard to files.
Total Files Created: 44170
Total File Movements: 163955
Total Receipts Created: 64559
Total Receipt Movements: 151076
VII. Digitalization of Old Files
No. of Files Scanned: 193201
No. of Files uploaded: 116267
No. of Pages Scanned: 14139042
No. of Pages Uploaded: 10468346

Project Champion:

Sri Babu. A, IAS.

Collector & District Magistrate
Krishna District, Andhra Pradesh

Project Contact Person(s) (Current)

1) Sri PYS Sarma,
District Informatics Officer, NIC,
Krishna District.
apkri@nic.in, Ph: 9849903973.
2) Sri Y. Jeevan Kumar,
Deputy Tahsildar,
O/o Collector’s Camp Office, Vijayawada.
jeevankumar.y@gov.in
Phone: 9959459999

Reasons for Replication

e-Office brings avenues to improve the public service delivery and eliminate malpractices in government offices. Speed
and efficiency that e-Office being enable informed and quicker decision making within government offices, which will lead
to better public service delivery.

16.10. e-Secretariat, Rajasthan

In order to improve the accountability, transparency and effectiveness of governance in Rajasthan, the Government of
Rajasthan is trying to utilize the benefits of Information Technology to bring about radical changes in the way various
administrative processes are carried out. The e-Secretariat Office Suite project is a step in this direction. The ultimate
objective of this project is to streamline the delivery of G2G, G2B and G2E services in the Secretariat by equipping
officials with IT enabled systems which aid their day to day activities.

Mission & Objectives:

Providing government officials with a structured work environment

● Increasing functional efficiency of government officials
● Automated movement of files through integration of work flow and document management system
● Enhancement of productivity and better prioritization of work by government officials
● Ensuring standardized and policy based decision making, wherever feasible
● Providing a platform for collaboration, information and experience sharing
● Building a knowledge base to enable a robust decision support system
● Improved compliance with the citizen’s charter by reducing processing delays and turnaround time

Project Developed by: NIC

Project Components:

 FMS: File and correspondence tracking and management system

 Digitization of receipts and requisitions.

 KMS: Centralized and integrated system of departments.

 Individual specific information access and authentication.
 Digitization of records.
  Establishing e-learning repositories/libraries.

 Team Management:
 Monitoring team activity and team progress which is task specific.
 Task sharing and delegation, individual specific work progress.
 Assigning schedule, progress of activity and milestones achieved.

 Personnel Information System:

 Managing financial areas which include salary, PF, Advance, loan etc.
 Online attendance management with the help of bio metric system.
 Online requisition and approval for Tours, Vehicle use request etc.

 Messaging and Collaboration:

 Integrated service of email and contacts
 Instant messaging
 Calendars with scheduling
 Subscription and Notification: Information related to subscription, Updation and Status of subscription
 Shared Team Workspace: Documents /Resource post and comments.
 Desktop Sharing and VC
Period of Implementation: E-Office suite under e-secretariat was launched on 28th November, 2012 by the Chief Secretary.
It is operational.
Area(s) of Operation: e-Secretariat of Rajasthan. Departments confined to Rajasthan Secretariat.
Process/Methodology:
Work Flow
The system includes stages of Diarization of inward receipts, files, movement of receipts and files and final stage being the
archival of documents. Files can be tracked, and retrieved at any point of time by authorized personals. The documents
are stored and managed by Raj Comp Info services ltd under Rajasthan State Data Centre.
The process operates on a cloud based computing which makes it available and accessible through mobile apps, 24x7. It
also creates a secure database online which makes it easy to access by authorized personnel. Files storage is digitized and
follows a completely automated process. This makes it impossible to bypass any step or requirement mandated to
complete the file process. File systems completely work on a standardized set of rules and laws which leaves no scope for
another way of processing a file if it is not supported by sufficient and valid documents.
The file access at each level is provided to officials based on their rank and need- to- know basis. The system creates a
complete transparency also maintaining sufficient confidentiality which is deemed necessary in all government processes.
Signing in authority is provided to officials and are validated by means of Digital Signatures, Biometrics, and fingerprint
scanning. This makes it completely classified.
Targeted Beneficiaries: Citizen and Government Departments
Status before Implementation: Grievances were addressed manually.
Status after Implementation:
  FMS: Electronic Movement of files and receipts
 KMS: Has created a centralized government knowledge management system- to store, and files are managed
online.
 Collaboration and messaging services
 Alerts and notifications
 Role based authentication
 Unified view of data
 Complaints can be registered online
 Can get automated alerts on their complaints.
 Enhancement of productivity.
 Improved compliance with citizen’s charter by reducing processing time.
Performance Indicators/Achievements:
As on 21st April, 2014
Files Created: 37,570
File Movements: 2,52,299
PUC (Paper Under Correspondence) Created-3,74,218, PUC movements-6,23,429
Number of departments-deployment under process: 32
Reasons for Replication:
 Will enable transparency of operations among departments

 Standardized decision making procedures

 Better Support and grievance redressal
 Providing structured environment for government officials
 Increasing functional efficiency
 Enabling better prioritization of work
Project Champion(s) along with Designation(s):
 Officers and support staff from DoIT & C
 Support Staff from RISL
 Trainers/Support Staff from NIC
 Support executives on contract

Project Contact Person(s):

Shri Chanchal Kumar
Technical Director
National Informatics Centre, Rajasthan
16.11. Digital Secretariat, Chhattisgarh
Chhattisgarh has been included among the front-runner States, where digital secretariat project has been implemented.
Digital Secretariat, Mantralaya would be more effective and transparent, which would directly benefit the common man.
A mammoth exercise is underway to digitize the records of all 49 departments, centrally store them and send them from
one office to another in few seconds at the click of a button.
The Chhattisgarh InfoTech and Biotech Promotion Society (CHiPS), the nodal agency overseeing implementation, plans to
complete the rollout across all departments. The digital secretariat has made it easy to trace the documents. There is also
a plan to extend the automation beyond secretariat to cover offices of officials heading government organizations and
directorates. Within the secretariat, even partial automation has started showing results.

Mission &Objectives:

 Create an Office Management System

 Ensure efficient & transparent administration
 Enhance Productivity
 Enable Prioritization of work
 Use IT as an enabler to help in daily work
 Design an efficient workplace
 Enable Policy Based Processing
 Provide a mechanism for information and experience sharing

Name of the Implementing/Partnering Agencies: NIC and CHiPS (Chhattisgarh Infotech Promotion Society)

Project Components:

 Knowledge Management
 File Management
 Document Management Workflow / Organization Module
 Access Controls Management
 Dashboard MIS

Period of Implementation:

The project was initially conceptualized by the IT department in 2007. It was finally approved for rollout in 2012 by the
secretary. The project has to be completed in five years by 2017.

Current Status:

1. Presently the system is initiated in other departments like Energy, Planning, GAD, 20 Points Implementation, Technical
Education and Manpower, Science and Technology
2. Presently digitization of data of the departments in the Mantralaya is in progress. Approximately 2, 15,050 files
containing 1, 09, 99,519 pages have already been scanned.
3. Scanning work is completed in 33 departments and in 2 departments the scanning is in progress.

Area(s) of Operation:

The project is being implemented in two phases.

The first is the digitization of records and second is the rollout of digital secretariat application.
As of now, records belonging to 42 of the total 49 departments have been digitized. The application, however, has been
rolled out only in 14 departments.
So far more than 1.2 crore pages of note sheets and letters from 42 departments have been digitally scanned.

Process/Methodology:

1. Capture/Create office files

Scanning paper, importing electronic documents Capture meta-data or attributes: department, section, date, title,
keywords, document type, purpose, characteristics.
2. Check-in/Check-Out
Locking mechanism to prevent overwriting
3. Store/Organize
Compound documents made of components of multiple media types
Structured as hierarchies: cabinets/folders
Distributed storage of content and meta-data
4. Access/Version Control
Provide access to members with various roles and privileges: author (Read/Write/Delete), reviewer (Read/Annotate),
approver (Read, Change Status) Provide version management so that older versions can be accessed for historical or legal
reasons
5. Electronic Record Room (Retrieve/Synthesize)
Powerful retrieval mechanisms based on attributes, concepts, full-text.
Stores queries that can be executed periodically and provides Automatic change notifications.

Status before Implementation

o Principal Secretaries and other senior officials are often unaware of the exact whereabouts of a file within their own
departments.
o It used to take a few days for a file to be sent from the head of department’s office to the lowest rung officer and vice
versa or to other departments, even if they are located in the same premises.
o With increase in the number of files record-keeping has become cumbersome.

Status after Implementation

 Automated the routine official tasks in the system like creation of files/ DAKs, tracking of files, file forwarding,
etc.
 Anywhere-Anytime access to files for all Secretariat Staff. This has broken the barrier of time and location which
will make the process much more efficient.
 Electronic Security for files - The data is stored in SDC servers which have their in-built security framework
 Better Monitoring and evaluation of Government Schemes with Management Information System (MIS)
 A system that tracks the history of the file, which can monitor the activities of the users of the file automatically,
made the process more transparent and trustworthy.
 This system has helped the users in adhering the policies, rules and regulations with no deviation
 Increased the productivity of the government due to reliable vertical and horizontal connectivity.

Approximate Costs for Implementation:

The total project cost – which includes digitization, distribution of scanners to all departments and training – is 12 crore.
The application has been hosted at state data center (SDC).

IT/Software Requirements:

The state government, with the help of PricewaterhouseCoopers (PwC), has provided departments with the digital
secretariat application—a software for managing the office workflow.

Performance Indicators/Achievements

 The Digital Secretariat application has been implemented in 26 departments

 Hands-on Training sessions have been arranged inside Mantralaya.Training has been conducted for all
Departments in Mantralaya
 The Digital Secretariat application has been implemented in 26 departments
 The system is implemented in the Advocate General’s Office in Bilaspur, Chhattisgarh
 The system with all its features has been implemented in NRDA, CREDA, SUDA with necessary digitization
operation
 The system with certain customizations has been implemented in Women and Child Development, School
Education directorate. The customizations work is completed and necessary training has been conducted,
implementation in progress in CTB and NHM.
 A functional support team has been appointed in Mantralaya and associated Directorate (NRDA, CREDA, SUDA)
who are looking after the change management process
 The Training Material (both Hindi and English versions) has been prepared and is available to the users
 Scanning work is completed in 43 departments and in 2 departments the scanning is in progress
 2.47 lakhs of files containing 1.27 Cr. (approx) pages has been digitized for Mantralaya. Total 43 departments have
been covered in this process till date

Awards and Honours:

Digital Secretariat has been awarded with SKOCH Smart Technology Award-2015 in New Delhi

Reasons for Replication:

 Effective file tracking & monitoring

 Building of a knowledge base consisting of various Circulars, Acts, Precedents, Document, Reports, etc, thus
enabling a robust decision support system
 Less Paper office
 Help in decision making through Checklists & Access to Precedent Cases, Acts, Rules, Statutes, etc
 A structured & collaborative work environment at secretariat
 Automates routine tasks – Work flow / Business rules / Processes
 Automatic generation of unique file number and tracking
 Standardization of common process
 24*7 access –Break Geographical and time barriers
 Integrating departments by providing interdepartmental interface
 Pictorial dashboard – Provide a holistic status with drill down facilities
 Traceability and accountability of actions – Audit trail
  Reminder and notification to officers
 Maintenance of all registers
 Helps in Prioritization of work by Weightage of Subject Areas, Reminders for Tasks Due, Automated prioritization
engines, etc
 Role based access control & effective security through the use of digital signatures

Project Contact Person:

Chhattisgarh Infotech Promotion Society (CHiPS),
3rd Floor, State Data Centre Building,
Opp. New Circuit House,
Civil Lines, Raipur-492001
Chhattisgarh
Phone: +91 (771) 4014158 /4023123
E-mail: ceochips@nic.in

16.12. e-Office, GHMC, Hyderabad

The Greater Hyderabad Municipal Corporation (GHMC), Hyderabad under the Govt. of Telangana is a huge organization
with administrative jurisdiction of over 625 Sq. Kms and with a mandate to cater to the day-to-day civic needs of about 90
lakh population. It has 5 Zonal Offices and 18 Circle Offices. The administration is most diversified with functions related
to Engineering, Town Planning, Health & Sanitation, Urban Biodiversity, Revenue, Sports etc. The Commissioner, GHMC
as the head of the huge organization receives about 250 to 300 files per day on an average. Timely disposal of these files
proved to be very crucial. More than the huge number of files, the physical movement of files was a disturbing affair.
Many a times, the Commissioner’s table is saddled with heaps of files giving an awkward look. To overcome all these
issues, effective file management through e-Office has become a need of the hour at the GHMC. As the file movement
became transparent, the disposal rate is improved.

Mission &Objectives

With an aim to conduct office procedures electronically for a simplified, responsive, effective and transparent working,
the Greater Hyderabad Municipal Corporation (GHMC) launched e-Office.

Objectives:

 The advantages of e-Office include enhancing transparency, increase accountability, assure data security and data
integrity, and provide a platform for re-inventing and re-engineering the government.
 All desks are free of physical papers and files.
 e-Office has brought in accountability and reduced indecisiveness.

Project Developed by: NIC

Project Components: E-File Management System

IT/Software Requirements: The software support was developed by the National Informatics Centre (NIC).

Period of Implementation: The GHMC formally launched its e-Office on 5th November, 2014. With the establishment of
paraphernalia and training of staff, its usage was formalized in December, 2014.

Current Status:

1. Around 2.48 crore pages were digitized.

2. About 28,199 electronic files have been created during the past 5 months and 1, 79,295 files were moved across the
functionaries.
3. During the same period, 46,448 receipts were created with 1, 11,642 movements across sections.
Total no. of e-files created: 28,199
Total no. of e-files moved: 1,79,295

Area(s) of Implementation:

1. Kapra Circle, GHMC near ECIL X roads, Ranga Reddy District

2. Uppal Circle, GHMC, Uppalkalan, near Uppal Cross Roads, Hyderabad – 500039
3. LB Nagar Circle, GHMC near MRO office, Saroornagar, Venkateswara Nagar, Hyderabad – 500035
4. Charminar Circle-4 GHMC, Sardarmahal, Charminar, Hyderabad -500002
5. Charminar Circle-5 GHMC, Sardarmahal, Charminar, Hyderabad -500002
6. Rajendernagar Circle GHMC, Executive Officer, Near BSNL office, Rajendranagar, Hyderabad – 500032
7. Khairatabad Circle GHMC, near Shadan College, Hyderabad-500004
8. Abids Circle-7 GHMC, Parking Complex, 4th floor, Abids, Hyderabad – 500001
9. Abids Circle-8 GHMC, Parking Complex, 4th floor, Abids, Hyderabad – 500001
10. Serilingampally (South) Circle GHMC, Sy.No.25a, Serilingampally, Municipal Office -1, Bombay Road, RR District,
Hyderabad - 500032
11.Serilingampally (North) Circle GHMC, Municipal Office, Sy.No.25a, Serilingampally, Municipal Office-2, Bombay road,
Near E-seva Centre, Old Bombay road, RR District, Hyderabad-500032
12. Patancheru circle GHMC, Near Post Office, Patancheru, Medak District – 502319,
13. Kukatpally Circle GHMC, Janathanagar, Moosapet, Kukatpally Municipal Office, Hyderabad
14. Qutubullapur Circle GHMC, HMT Road, Chintal Municipal Office, Hyderabad –500055
15. Alwal Circle GHMC, Near Balaji temple, Secunderabad – 500010
16. Malkajgiri Circle GHMC, Near Ayyappa Swami Temple, Geetanagar, Hyderabad-500047
17. Secunderabad Circle GHMC, opp. Secunderabad cantonment Court West marredpally, Secunderabad – 500023
18. Zonal office East GHMC, H.No. 23-30/1, Krishnaveninagar, Municipal Office Building, RR District. Hyderabad 500 068
19. Zonal Office West GHMC, Sy.No.25a, Serilingampally, Bombay Road, RR District, Hyderabad – 500032
20. Zonal office Central GHMC, near Shadan College, Hyderabad-500004
21. Zonal Office South GHMC, Sardarmahal, Charminar, Hyderabad -500002
22. Zonal office North GHMC, opp. Secunderabad cantonment Court West marredpally, Secunderabad – 500023
23. Commissioner, GHMC near Liberty Circle, off Tank Bund Road, Hyderabad – 500 063
24. Survey No. 91, Near Outer Ring Road Chowrasta, Gachibowli, Hyderabad 500 032,
25.Dr. MCR HRD Institute of A.P. Campus), Road No. 25, Jubilee Hills, Hyderabad 500033
Process/Methodology

The data would be stored at the primary data centre at Centre for Good Governance (CGG) and a secondary data centre
at Marri Chena Reddy Human Resource Development Institute (MCRHRD).
Specific features of e-Office in GHMC:
The GHMC has got several features of the e-Office changed according to its needs. e-files coming into the inbox of officials
are displayed in the order of its receipt, unlike in normal e-mail box where latest communication received is displayed
first. This change draws the attention of the officials to the oldest pending file first, so that they will act to dispose the
pending files. Earlier, whenever the officials log into their e-Office inbox, the total number of pending files are displayed
in a static way without recourse to the number of files cleared by him in the session. The GHMC got it dynamic, so that
the officials will get the actual number of pending files after disposal of each file.
Targeted Beneficiaries: Citizens and Government Employees

Status before Implementation:

1. Before implementation of e-Office in GHMC, there were several other issues related to the physical movement of
files. Some files, especially relating to town planning would be very voluminous with title documents, link documents,
plans etc. and are quite unwieldy to handle and few of these files would occupy the whole space on Commissioner’s
Desk.
2. Another issue is that files of urgent nature often get mixed up with routine files and their retrieval takes time and
energy.
3. There used to be separate vehicle and Office Boys to carry these files back and forth to Commissioner’s Camp Office,
as at any point of time there would be 100 to 150 files which are to be packed up in 10 to 15 huge bags.

Status after Implementation

1. Quick disposal of approvals and sanctions from GHMC.

2. As the file movement became transparent, the disposal rate is improved.
3. Productivity of GHMC per se is improved.
4. The e-Office has scaled down the use of paper drastically contributing to the cause of environment protection.
5. Status of documents/files is quickly known over net to the authorities concerned even when the concerned person
holding it is on leave, which used to be long pending affair earlier.
6. The e-Office has enhanced transparency, accountability, assured data security and data integrity, and above all
provided a platform for reinventing and re-engineering the government.

Approximate Costs for Implementation: The total cost of the project is Rs 1.5 Crore.

Performance Indicators/Achievements:

As per the e-Office Division, NIC, New Delhi, the average upload size of GHMC in any working day is 2.44 GB and on
weekends, it is 471 MB. The average upload per week is 12.31 GB and is highest for any organization using e-Office in the
country.
With proper motivation and intensive training, confidence has been created about the efficacy of the e-Office. 2200
employees were provided hands-on-training. About 1750 digital signatures have been obtained and free mails have been
created for all functionaries. Physical infrastructure of computers, printers, scanners, etc; have been created at Circle,
Zonal and Head Office level and connectivity is provided. AO size scanners were also put-in place for digitizing large size
plans, papers, etc.
Identification of work-flow process and mapping of the employees as per the hierarchy according to Employees Master
Data is proved to be very critical and the same was done successfully. This facilitated successful movement of e-Office
files.

Reasons for Replication:

 e-Office has brought in accountability and reduced indecisiveness.

 Status of documents/files is quickly known over net to the authorities concerned even when the concerned person
holding it is on leave, which used to be long pending affair earlier.
 It has increased the speed with which applications can be filed, and facilitated 24 X 7 file movement, making it
possible to receive files on days the office is officially closed, and extending the time for moving files on any given
day till midnight. In fact, the e-Office has proved to be a game changer in GHMC.
 All desks are free of physical papers and files.
 The total cost of the stationery and printing has greatly reduced.
 GHMC has set a new national record in implementation of e-Office.

Project Contact Person:

Dr. Y. SATYANARAYANA MURTY

Technical Director & e-Office Coordinator,
Telangana

16.14. e-Office in Delhi Urban Shelter Improvement Board (DUSIB)

Government is a vast store house of information that is critical for decision making. Automating the internal functioning
of the Government is one of the key components for bringing in total and effective Governance. In the past, every
department had developed systems based on its individual needs, resulting in the creation of independent systems with
very little information sharing even across the systems of one department.
In consonance with Prime Minister Narendra Modi's vision of a 'digital India', the Delhi Urban Shelter Improvement Board
(DUSIB) has completely switched over to e-office with the aim to improve transparency and speed up the process. By
digitalizing its office, DUSIB of the Delhi government might be the first public organization to have completely switched
over to e-office.

Mission &Objectives:

Mission:
E-Office has been designed in sync with the need for an effective and transparent Governance and has been conceived
as the instrument for the Next Generation Government. The vision of E-Office is to achieve a simplified, responsive,
effective and transparent working of all government offices. The product is developed as a standard reusable product
amenable to replication across the governments, both at the central and the state levels.
Objectives:
1. To streamline the functioning and to use IT in DUSIB functions it has been decided to implement e-Office in DUSIB.
2. The state government has decided to implement e-office in order to provide transparent, efficient and time-bound
services to the public.

Project Components:
1. e-File
2. Online File Tracking System

Implementing Agency: NIC

Period of Implementation

1. The process of implementation of e-office in DUSIB was initiated in April 2014 which was completed on 31st December
2014 and the entire office of DUSIB switched over to e-office from 1st January 2015.
2. E-Office package was first implemented in Administration Branch of DUSIB. After successful implementation of e-office
in Administration Branch in October, 2014, process of implementation of e-office, was initiated in more than 35
branches/field offices of DUSIB.
3. Around 400 officers/staff have been provided Digital Signatures for working on the e-office.

Area(s) of Operation: More than 35 branches/field offices of DUSIB, e-Office is been implemented. Around 400
officers/staff have been provided Digital Signatures for working on the e-office.

Process/Methodology

1. The file can be created normally as in the physical form.

2. The file is signed with digital signature and moved to next officer online itself. It is always known where the file is
pending.
3. The senior officers can always know the status of the file pending with each employee. The files are instantly moved
from one office to another. It’s a great advantage to DUSIB as its offices are located in various parts of Delhi.
4. The governance process is based around creation of files, noting’s in the files, decision at various levels and finally
issuing decisions as letter and notifications.
5. Govt. goes through elaborate processes at different stages, calling work-flow. Most of these processes are handled in
the form of files, which move forward and backward for decisions.

Status before Implementation:

1. There is a lot of paper used.

2. Large amount of storage space required.
3. The physical files were also prone to manipulation.

Status after Implementation:

1. Enhanced Transparency:
2. Files can be tracked and their status known all the time.
3. Increased accountability:
4. The responsibility of quality and speed of decision making.
5. Assured data security and data integrity.
6. Promoted innovation by releasing staff energy and time for unproductive procedures.
7. Transformed the government work culture and ethics.
8. Promoted greater collaboration in the work place and effective knowledge management.

Reasons for Replication

 1. Creates a searchable enterprise repository of documents.
2. Easily manages security and easy access to documents.
3. Improves efficiency in work procedures.
4. Viewing of files based on roles.
5. File can be retrieved anytime.
6. Brings transparency in the system.
7. Paperless file and document management system with single and standard file movement and tracking across the
government.

List of department where e-Office has been implemented

Sr. No. Name of Department

1 Home Department

2 Food Supplies and Consumer Affairs

3 Registrar cooperative Societies

4 Dir. of Information & Publicity

5 Dir. Gurudwara Election

6 Excise

7 Dept. Art, Culture and Language

8 Dir. Economics and Statistics

9 Social Welfare

10 Geospatial Delhi Limited

11 Archaeology

12 Delhi Archives

13 Shaitya kala parishad

14 Delhi Sanskrit academy

15 Sindhi academy

16 Dr. G.G.L.S. Prachya Vidya Pratishthan

17 Finance Department
18 Planning
19 DTTDC
20 Hindi Academy
21 Urdu Academy
22 Punjabi Academy
23 WCD
24 Delhi Finance Corporation
25 PGC
26 Power (8th level)
27 PWD Sachivalya (5th Level)
28 Services Dept.(7th Level)
29 Urban Development (6th Level)
30 GAD (2nd Level)
31 Department Trade and taxes
32 Law (8th Level)
33 Industries Deptt.
34 Food Safety

35 Department of Information Technology

36 AR Department

Project Contact Person:

Shri V.K. JAIN, IAS
CEO, Delhi Urban Shelter Improvement Board
Govt. of NCT of Delhi
Phone: 011-23379626
Fax: 011-23370965

16.15. e-Office, Jawaharlal Nehru University

Jawaharlal Nehru University has decided to go paperless as an effort to increase the efficiency and accountability in the
administration by carrying out interdepartmental communications through e-Office system. As a part of the project, the
university’s computer centre has developed “JNU Intranet Portal” and “JNU private cloud IT infrastructure”.

The objective of the project is to make the workflow at JNU more efficient with computerised operations and make
accurate data and information available to users.

All necessary support and trainings are being organized by Communication & Information Service (CIS) for all the staff and
faculty members. CIS is implementing e-Office project in the university in coordination with NIC Onsite team.

JNU has implemented 5 components of e-Office MMP. Year wise implementation of components in shown below:

Sl. Component of e-Office Go-Live Date

No
1 e-File 1st January, 2015
2 Knowledge Management 1st January, 2015
System (KMS)
3 e-Leave 20th February, 2015
 4 Personnel Information 16th March, 2015
Management System (PIMS)
5 e-Tour 18th January, 2016

Following are the steps taken to implement the project:

 Formation of Implementation Structure

 E-Office Steering Committee
 Unit Wise Nodal Officers
 Unit Wise Master trainers
 EMDs and Organization Structure
 Regular interaction, coordination and follow up among JNU and NIC backend team
 Regular Training
 Established Adequate ICT Infra and connectivity
 Creation of NIC email IDs
 Arrange DSCs
 Digitization of Records/Files
 Formation of e-Office Support helpdesk
 Reporting of issues/feedbacks
 Create Standard Operating Procedures (SOPs)

Status of components being implemented in e-Office System are as follows:

1. File Management Summary (as on 30th May, 2016):

Summary Electronic Physical Total

Files Created 2716 937 3653
Files Forwarded 14606 4786 19392
Receipts Created 5070 52135 57205
Receipts 16545 115606 132151
Forwarded

2. Knowledge Management System (as on 30th May, 2016):

Type Central Repository My Repository Total

Folder 465 1917 2382
Document 914 592 1506
Online Document 14 12 26
Total 1393 2521 3924

3. E-Leave trend (as on 30th May, 2016):

 4. Personnel Information Management System (as on 30th May, 2016):

Summary Admin I Admin II Admin III Admin IV Acad. I Total

Data Entry 316 25 250 40 26 657
Documents 7 - 20 06 3 36
Upload

5. eTour

Performance Indicators:

e-Office user login statistics:

  Total no. of employee records in e-Office= 2113
 Users registered in e-Office =1979
 Logon to e-Office only one time = 196
 Average user logins to e-Office per day= 350-400
 Average leave applications per day= 40-50
 Average KMS Documents upload per day= 7-10

Benefits of the project:

 Transparency, Accountability and Confidentiality

 Quick disposal of files, systematic and timely monitoring on pending files
 Knowledgebase and Central Repository
 Manpower saving after reasonable implementation
 Easy availability of records/EMD Data
 Digitization of Records
 Simplification and Data Standardization
 Reducing the use of paper
 Readily Availability of information to the Auditors

17.References

1. http://www.egovreach.in/social/content/chhattisgarh-moves-paperless-secretariat
2. http://www.chips.gov.in/
3. http://www.chips.gov.in/sites/default/files/172270216200188243%20(1).pdf
4. http://www.chips.gov.in/sites/default/files/Digital%20Secretariat%20Project%20Chhattisgarh.pdf
5. http://www.chips.gov.in/projects/digital-secretariat
6. https://negp.gov.in/pdfs/c14.pdf
7. http://it.maharashtra.gov.in/SITE/Home/Home.aspx#
8. http://emaharashtra.eletsonline.com/2013/e-Office/
9. https://www.nrhm.maharashtra.gov.in/NRHM_E-FILE_booklet.pdf
10. https://www.nrhm.maharashtra.gov.in/NRHM%20e-Office%20ppt.pdf
11. http://www.doitc.rajasthan.gov.in/administrator/Lists/Rules/Attachments/157/minutes%20of%2020th%20mee
ting.pdf
12. http://doitc.rajasthan.gov.in/_layouts/15/Doitc/User/images/e-Booklet.pdf
13. https://doitc.wordpress.com/2012/10/01/the-new-e-office-system-to-be-implemented-in-15-departments-of-
government-of-rajasthan/
14. http://egov.eletsonline.com/2012/12/rajasthan-good-governance-through-e-governance/
15. http://sindhudurg.nic.in/Green_IT_initiative.pdf
16. http://sindhudurg.nic.in/e-Office_writeup.pdf
17. http://emaharashtra.eletsonline.com/2013/e-Office-implementationpaperless-administration-in-entire-
revenue-department-in-sindhudurg-district-collector-office-two-sub-divisional-offices-and-eight-tahsil-offices/
18. http://117.239.40.246/kbs/administrative/e-Office/e-Office_Presentation_V.2.0.pdf
19. http://informatics.nic.in/news/newsdetail/newsID/365
20. http://www.nicsi.com/projects_view.asp?dh_id=-1&dh_id1=27
21. http://www.nicsi.com/projects_view.asp?dh_id=-1&dh_id1=27
22. https://krishna.e-Office.ap.gov.in
23. http://informatics.nic.in/content/details/contentID/371
24. http://www.thehansindia.com/posts/index/2014-11-06/GHMC-to-go-paperless-115061
25. http://117.239.40.246/kbs/administrative/e-Office/e-Office_Presentation_V.2.0.pdf
26. http://delhishelterboard.in/main/wp-content/uploads/2012/01/DUSIB-E-Office.pdf
http://www.delhi.gov.in/wps/wcm/connect/3b7f6f8049ce73c2a99de9124fa22605/E-
Office+Benefits+and+Features.pdf?MOD=AJPERES&lmod=1710728611
27. http://timesofindia.indiatimes.com/city/delhi/DUSIB-to-open-customer-care/articleshow/45838679.cms
28. http://nisg.org/project/65
29. http://persmin.gov.in/AnnualReport/AR2015_2016(Eng).pdf
30. https://it.maharashtra.gov.in/1075/eOffice
31. http://www.hindustantimes.com/education/jnu-to-go-paperless-to-increase-efficiency/story-
Gs6Lr5jatT4vw1warwuNGL.html