2016
Governance and Service Delivery Innovations in Pakistan
LONG LIST, SHORT LIST & RAPID ASSESSMENT PLAN
DRAFT FOR DISCUSSION
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2 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION
Table of Contents
SECTION I – INTRODUCTION 7
SECTION II – LONG LIST OF INNOVATIONS 8
A) PUNJAB 8 1. CITIZENS FACILITATION AND SERVICE CENTERS 8 2. E-STAMPING 9 3. USE OF MONITORING AND EVALUATION ASSISTANTS 9 4. ONLINE COLLEGE ADMISSIONS SYSTEM 10 5. AUTOMATION OF COUNTER TERRORISM DEPARTMENT 10 6. BISE: ONLINE AUTOMATION AND STUDENT FACILITATION 10 7. COMPUTERIZATION OF TRANSPORT DEPARTMENT (TDAS) 11 8. CRIME MAPPING 11 9. DATABASE OF LIVESTOCK FARMERS 11 10. DOMICILE MANAGEMENT SYSTEM 12 11. DRIVING LICENSE ISSUANCE MANAGEMENT SYSTEM 12 12. HAJJ MANAGEMENT INFORMATION SYSTEM 12 13. LAHORE SAFE CITY AND INTEGRATED COMMAND, CONTROL AND COMMUNICATION CENTRE (IC3) 13 14. MEDICINE INVENTORY MANAGEMENT SYSTEM 13 15. MIS FOR AGRI-MACHINERY 14 16. MODEL POLICE STATIONS 14 17. MOTOR TRANSPORT MANAGEMENT INFORMATION SYSTEM 15 18. LAHORE WASTE MANAGEMENT COMPANY 15 19. CITIZEN FEEDBACK AND PUNJAB MODEL FOR PROACTIVE GOVERNANCE 16 20. SMART MONITORING IN PUNJAB 16 21. IRIS BY THE URBAN UNIT 16 22. AKHUWAT MICROFINANCE INITIATIVE IN PARTNERSHIP WITH GOVERNMENT OF PUNJAB 17 23. MAUZA MAPPING INITIATIVE IN PUNJAB 17 24. SMART DENGUE MONITORING AND CALL ENTER 17 25. PROPERTY TAX AND GIS PILOT AT SIALKOT 18 26. PROPERTY TAX RCT – PERFORMANCE-BASED INCENTIVES 18 27. NEW TEACHER RECRUITMENT POLICY 18 28. PSDF AND THE PRIVATE SECTOR ENGAGEMENT 19 29. AGRICULTURE STAR MARKETS 19 30. LAND RECORD MANAGEMENT INFORMATION SYSTEM 19 31. MODEL BAZARS 20 32. ASHIYANA HOUSING SCHEME 20 33. LAHORE TRANSPORT COMPANY 20 34. ICT-BASED SERVICES FOR AGRICULTURE EXTENSION 21 35. KISSAN BELI – EXTENSION THROUGH PROGRESSIVE GROWERS 21 36. DIGITIZATION OF THE DAILY GAUGES AND DISCHARGE DATA - IRRIGATION DEPARTMENT 22 37. PUNJAB IRRIGATED AGRICULTURE PRODUCTIVITY IMPROVEMENT PROJECT 22 38. ECE RESOURCE CENTRE IN SCHOOLS 22 39. LDA ONE WINDOW CELL 23
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40. ELECTRONIC TASK MANAGEMENT SYSTEM AND GPS VISUALIZER IN CITY GOVERNMENT LAHORE 23 41. CDGL CITIZEN E SERVICES 23 42. PLAN 9 24 43. IT INITIATIVES OF PUNJAB LAND DEVELOPMENT COMPANY 24 44. YOUTH EMPLOYMENT SCHEME FOR EDUCATED YOUTH (YELLOW CAB SCHEME) 24 45. DISEASE SURVEILLANCE SYSTEM BY PITB 25 46. IT SOLUTIONS FOR PROVINCIAL DISASTER MANAGEMENT AUTHORITY 25 47. PUNJAB HEALTH LINE 25 48. DENGUE ACTIVITY TRACKING SYSTEM 26 49. PITB’S IT INITIATIVE AT LAHORE HIGH COURT AND DISTRICT COURTS 26 50. AGRICULTURE MARKETING INFORMATION SYSTEM 27 51. PUNJAB LAWS PORTAL 27 52. PUNJAB BLOOD LINE 27 53. ICT-BASED EXTENSION SERVICES FOR LIVESTOCK FARMERS 28 54. E-LEARN PUNJAB 28 55. WASA ONLINE DUPLICATE BILLING SYSTEM 29 56. CHILD PROTECTION CELL 29 57. DRUG INSPECTION AND MONITORING EVALUATION SYSTEM 29 58. FLOOD MONITORING SYSTEM 30 59. HEALTH WATCH 30 60. VET – INSPECT 31 61. HOSPITAL WATCH 31 62. NEW CITY PROJECT 32 63. POST FLOOD DISASTER ASSESSMENT SYSTEM 32 64. ROAD MONITORING - URBAN UNIT 33 65. USE OF SOCIAL MEDIA BY GOVERNMENT AGENCIES 33
B) KHYBER PAKHTUNKHWA 34 66. STRENGTHENING OF TRAFFIC CONTROL AND MONITORING 34 67. CITIZEN FACILITATION CENTERS 34 68. PROVINCIAL DATA CENTER 34 69. ICT BASED GRIEVANCE REDRESSAL SYSTEM 35 70. IT EXCELLENCE CENTER 35 71. ICT INFRASTRUCTURE PROJECT 35 72. E-PROCUREMENT 36 73. TELE CENTERS 36 74. RIGHT TO INFORMATION WEB PORTAL 36 75. PRISON INFORMATION MANAGEMENT SYSTEM 37 76. EDUCATION CITY 37 77. INDEPENDENT MONITORING UNIT (IMU) 38 78. EARLY CHILDHOOD CARE AND EDUCATION (ECCE) 38 79. ENROLLMENT DRIVE 38 80. BIOMETRIC ATTENDANCE SYSTEM 39 81. UNIFORM LEARNING SYSTEM 39 82. TAMEER-E-SCHOOL 39 83. EDUCATION MANAGEMENT INFORMATION SYSTEM 40 84. CAPABILITY ENHANCEMENTS OF INVESTIGATION OFFICIALS 40 85. POLICE-TO-VICTIM-SERVICE 40
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86. ONLINE FIR SYSTEM 41 87. SMS SOS SYSTEM 41 88. WOMEN HELP DESKS IN POLICE STATIONS 41 89. ESTABLISHMENT OF MODEL POLICE STATIONS 42 90. PROSECUTION INFORMATION MANAGEMENT SYSTEM 42 91. ESTABLISHMENT OF FORENSIC LABS 42 92. DISPUTE RESOLUTION COUNCIL 43 93. POLICE ACCESS SERVICE (PAS) 43 94. POLICE ASSISTANCE LINES (PAL) 43 95. TRAFFIC WARDENS EQUIPPED WITH MOUNTED CAMERAS 44 96. EHTESAB COMMISSION 44 97. INTRODUCTION OF MASS TRANSIT SYSTEM (MTS) IN PESHAWAR & PEDESTRIAN SUPPORT 44 98. COMPUTERIZATION OF LAND RECORDS 45 99.HEALTH INSURANCE 45 100. MOBILE HEALTH SERVICES AND HEALTH CARDS 46 101. USE OF SOCIAL MEDIA 46
C) SINDH 46 102. COMMAND AND CONTROL CENTRE 46 103. SRB ONLINE PAYMENT THROUGH 1-LINK SWITCH 47 104. BIO-METRIC SYSTEM FOR PHYSICAL VERIFICATION OF TEACHERS 47 105. COMMAND & CONTROL SYSTEM KMC 47 106.VIDEO CONFERENCING SYSTEM 47 107. TECHNOLOGY GADGETS FOR DATA COLLECTION AND MONITORING 47 108. DATA CENTER AT BUREAU OF STATISTICS 48 109. VIGILANCE CAMERAS AND CONTROL ROOM 48 110. ONLINE FIR PROJECT 48 111. LAND ADMINISTRATION AND REVENUE MANAGEMENT INFORMATION SYSTEM (LARMIS) 48 112. AMENDMENT IN SINDH LAND REVENUE ACT 1967 AND THE REGISTRATION ACT 1908 48 113. DIGITAL MAPPING FACILITY 49 114. ARCHIVES DEPARTMENT AUTOMATION PROJECT 49 115. INTER-SECTORAL NUTRITION STRATEGY SINDH (INSS) 49 116.HEALTH SECTOR STRATEGY 2012-20 50 117. LAW ON PROTECTION AGAINST HARASSMENT OF WOMEN AT WORK PLACE 2010 50 118. SINDH CHILD MARRIAGE RESTRAINT BILL 2013 50 119. SINDH SANITATION POLICY 50 120. RENEWABLE ENERGY INITIATIVES 51 121. SINDH ENTERPRISE DEVELOPMENT FUND (SEDF) 51 122. BUS RAPID TRANSIT SYSTEM (BRTS) 51 123. SINDH INFORMATION TECHNOLOGY INITIATIVES 51 124. COMPUTER SCHEMES - EXCISE AND TAXATION DEPARTMENT 52 125. MONITORING AND EVALUATION CELL (MEC) 52 126. BENAZIR BHUTTO SHAHEED YOUTH DEVELOPMENT PROGRAM 52 127. CAPACITY BUILDING OF TEACHERS’ TRAINING INSTITUTION AND TRAINING OF ELEMENTARY SCHOOLS 53 128. REFORM SUPPORT UNIT 53 129.TAX REFORMS UNIT 53 130. SMS REGISTRATION - KARACHI ELECTRIC SUPPLY COMPANY 54 131. 118 RESPONSE CENTERS 24/7 - KARACHI ELECTRIC SUPPLY COMPANY 54
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132. LAND ADMINISTRATION AND REVENUE MANAGEMENT INFORMATION SYSTEM 54 133. AUTOMATION OF STAMP & REGISTRATION 54 134. KARACHI EDUCATION CITY 55 135. MARBLE CITY 55 136. INTERNATIONAL SPECIAL ECONOMIC ZONE (SEZ) 55
D) BALUCHISTAN 56 137.BALOCHISTAN SAFE CITY PROJECT 56 138. BALOCHISTAN TEACHER EDUCATION STRATEGY 56
E) FEDERAL GOVERNMENT 57 139. ISLAMABAD SAFE CITY PROJECT 57 140. MULTIPLE PROJECTS BY SUPARCO 57 141. SABAQ FOUNDATION E-LEARNING INITIATIVE 58 142. VERISYS 58 143. AUTOMATED BORDER SYSTEM 58 144. E-VEHICLE MANAGEMENT SYSTEM 59 145. BIOMETRIC ATTENDANCE CONTROL SYSTEM 59 146. PERSONAL IDENTIFICATION SECURE COMPARISON AND EVALUATION SYSTEM 60 147. NATIONAL RESPONSE CENTRE OF CYBER CRIMES (NR3C) 60 148. NATIONAL SKILLS INFORMATION SYSTEM 60 149. PM'S YOUTH TRAINING SCHEME 61 150. PM'S YOUTH SKILLS DEVELOPMENT PROGRAM 61 151. PM'S YOUTH LAPTOP PROGRAM 62 152. PM'S FEE REIMBURSEMENT SCHEME 62 153. PM'S INTEREST FREE LOAN SCHEME 62 154. NATIONAL TB PROGRAM 62 155. PM’S NATIONAL HEALTH INSURANCE PROGRAM 63 156. NON-COMMUNICABLE DISEASES (NCDS) UNIT 63 157. HOME DELIVERY SERVICE OF PASSPORTS 64 158. ONLINE PASSPORT TRACKING SYSTEM/ TRACKING VIA SMS 64 159. NADRA VERIFICATION SYSTEMS 64 160. MOBILE PAYMENTS’ INITIATIVES 65
SECTION III – SHORTLISTING INNOVATIONS 65
THEMATIC FOCUS 66
SECTION IV – WORK PLAN / RAPID ASSESSMENT PLAN 69
6 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION
SECTION I – INTRODUCTION1
Government of Pakistan has developed Vision 2025, which recognizes institutional reform and modernization of the public sector as one of the seven pillars of development and growth framework. To actualize this pillar of Vision 2025, the Prime Minister of Pakistan has directed the Ministry of Planning Development & Reform (MoPDR) to propose and implement a program for enhancing efficiency, effectiveness, transparency and accountability of the public sector through institutional change and robust performance management. In order to support the government in this task, UNDP has signed a four-year programme with MoPDR titled “Reforms and Innovation in Government for High Performance” (referred to as ‘the programme’ in this document). Under the programme, the government will undertake various governance reforms and innovative measures for improving performance and service delivery, enhancing citizens’ satisfaction and reducing multi-dimensional poverty.
There is a strong realization in government that innovative solutions to improve service delivery cannot be imported and must be developed locally by decision- makers and stakeholders, responding to local problems and challenges. Although civil servants and public officials at various tiers have been found to be adopting such innovative solutions, till date there has been no mechanism for encouraging such innovations, reviewing them and scaling them up if appropriate. Therefore, the first task is mapping key innovations across the national governance and service delivery fabric, recognizing these improvements.
Followed by this mapping exercise, two of the primary proposed innovation-related interventions include setting in place the PM Innovation Awards and establishing an Innovation Fund. Under the programme, the MoPDR therefore plans to launch the Prime Minister’s Innovation Awards to recognize innovations across government and the officials driving them. This effort will capture such ideas for replication and scalability and provide incentives to innovation champions to encourage other officials to follow suit.
Once a culture of innovation is inculcated, the next challenge is to strengthen such innovations, reviewing and refining them (through evidence-based analysis) and scaling them up where appropriate. This would need a comprehensive framework to document such initiatives, provide mentoring and financial resources and even provide opportunities for scale-up and replication. The proposed Innovation Fund
1 This report has been developed through assistance from Ms. Rushda Khan and Mr. Hammad Abbas. Governance and Service Delivery Innovations in Pakistan 7
DRAFT FOR DISCUSSION would support citizen-centric governance and service delivery initiatives by providing financial and technical support.
This report provides some preliminary details about a range of innovations mapped through secondary research, followed by how some of them will be focused upon. At the end a rapid assessment plan is also given.
SECTION II – LONG LIST OF INNOVATIONS
The first step of this exercise is to scout the country primarily through desk-based research, including the district governments and identify any innovative idea, undertaken by the government. A number of interesting ideas have been identified so far. All these ideas vary across different sectors and the underlying concepts behind these innovations include adopting new means to reach out to citizens for service delivery; engaging with citizens to seek their feedback about public services; disclosing information to enhance transparency; strategically leveraging institutional capabilities of partner organizations, testing new institutional models, etc. Technology however, has also been a predominant theme in many of the identified interventions.
It is pertinent to note that many of these innovations are sizable in scale and have a significant impact. However, almost all of these large-scale innovations have been taken by either the provincial government or larger city governments. The very purpose of this exercise is to also highlight smaller innovations however, it seems that either such small scale innovations or rare or not much secondary material is available about them. Interestingly though, technology backed innovations seem to be gaining traction in all provinces within a variety of sectors.
A number of innovative interventions and projects have been identified from the four provinces as well as the federal government These include the following:
A) PUNJAB
1. Citizens Facilitation and Service Centers2
Public Facilitation and Service Centers are supposed to offer a host of services under one roof to facilitate the public in interacting with various government
2https://www.pitb.gov.pk/projects 8 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION departments/agencies. The initiative is being rolled out gradually, with initially one such center established in each divisional headquarters. The centers are aiming to provide host of services, offered by provincial and federal governments, such as issuance of CNIC and other services related to NADRA; passport issuance; armed license issuance and renewal; birth, death, marriage and divorce registration; fard issuance for record; domicile services; traffic fine collection; issuance of route permit for transporters; services provided by local government and district administration; motor vehicle registration and token tax collection services; etc. may be included depending upon the capacity and extent of automation already made by these department internally. While the individual centers will work under respective Commissioners, Planning and Development Board is coordination the whole project.
2. E-Stamping3
The e-stamping initiative is aimed at preventing use of counterfeit papers and process related fraudulent practices, resulting in leakage of government revenues; and providing a digital repository of relevant information to ensure transparent and swift validation. The initiative is expected to reduce multiple visits by citizens to pay the stamp duty and designated branches of schedule banks will be authorized to issue electronic stamp papers. The exact value of stamp duty will be calculated on the basis of data provided by the buyer and would be based on parameters like area of the land, location, covered area, commercial / residential etc., linked with DC valuation tables at the backend. The names of the buyer, seller and the provider of stamps papers be fed into the system along with their CNIC, which will then be verified online from NADRA database in real time.
3. Use of Monitoring and Evaluation Assistants
The Government of Punjab employs 1000+ MEAs as an independent school monitoring institutional layer for the government. The MEAs are tasked with making spot-visits to its 52,695 public schools across the Punjab, each month. During these visits, data is collected on teacher presence, student enrolment and attendance, as well as availability of facilities such as clean drinking water, electricity, and toilets. The data is punched through use of android-based phone apps, directly into a central system. The GoPb is now also using a similar structure in health sector as well.
3 https://www.pitb.gov.pk/projects Governance and Service Delivery Innovations in Pakistan 9
DRAFT FOR DISCUSSION
4. Online College Admissions system4
The Online College Admissions system allows a 24-hour access to admission forms and procedures, admission statuses, online help guides and support helplines for public colleges in Punjab. Although it seems a standard intervention for education institutions, considering the state of e-governance, it is a remarkable step towards providing a digital interface to citizens. It allows candidates to apply from remote locations at their own convenience and pay the application fees of PKR 25 per program at a variety of banks across Punjab. The system minimizes data entry and paperwork, reduces error and provides a secure platform to acquire information about programs, submit applications and monitor the progress of applications without having to make trips to colleges and waiting in long queues. The interface is integrated with BISE results.
5. Automation of Counter Terrorism Department5
Terrorist attacks have been on the rise in Pakistan with terrorist groups increasingly making use of various technological devices to conduct their operations. CTD aims to address this issue by keeping a vigilant eye on terrorist networks and operations through the automation of CTD, creation of a criminal database, and suspect profiling. In addition, the system enables easier information sharing regarding criminals and suspects with the relevant agencies who can take necessary and timely action to reduce incidents of violence.
6. BISE: Online Automation and Student Facilitation 6
PITB has automated the registration and result process for students across Punjab, reducing human error and enabling millions of students to register online through the BISE online platform for their Matriculation and Intermediate examinations. BISE allows students to register, acquire their roll numbers and view their exam results through an easy to use system. The online platform provides services such as matric registration; matric annual admissions; matric supplementary admissions; intermediate registration; intermediate annual admissions; and intermediate supplementary admissions.
4 https://www.pitb.gov.pk/projects 5 https://www.pitb.gov.pk/projects 6 https://www.pitb.gov.pk/projects 10 Governance and Service Delivery Innovations in Pakistan
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7. Computerization of Transport Department (TDAS)7
The program enables the automation of the Transport Department by allowing the 36 District Regional Transport Authorities (DRTAs) to issue Computerized Route Permits, Certificate of Fitness, Licenses of Bus Stands and Goods Forwarding Agencies etc. The initiative include: maintaining an up-to- date database of automobile population; identifying automobiles of questionable origin; reducing the risk of forgery and fake Route Permits; ensuring real time validation of Route Permits, Certificates of Health and fitness; tracking invoices; creating a data-hub for the use of other organizations like the Criminal Record Office; reducing vehicle associated crimes; and assisting the Punjab Centralized Database Warehouse.
8. Crime Mapping8
Crime mapping allows the police and citizens (witnesses) to document crimes through their mobile phones. An easy to use android-based application has been designed in Urdu for swift entry of crimes. Not only does this allow efficient documentation of crime, but it also provides the date and place of the incident, the location as per Google Map, pictures of the site and the laws under which the criminals can be charged. It enables the police to track crime patterns by identifying the geographic locations of the incidents and assists them in preventing crime as well as catching the criminals in a more effective manner. This has not only reduced crime levels but also corruption and inefficiency in the police itself.
9. Database of Livestock Farmers9
Livestock and Dairy Development Department (L&DD) has developed a database of livestock farmers. By registering farmers, the database enables L&DD to gain insights into farmers’ demographics as well as other useful information. The database also provides details of veterinary offices and veterinary assistants in the area. The main benefits of this initiative are: access to farmer and farm profiles through a single platform for Lⅅ tracking the distribution of farmers, livestock strength, land and crop information and the budgetary needs; running campaigns for registered farmers (distribution of Wanda) and tracking the response; establishing relationships between the farmers and the designated service centres;
7 https://www.pitb.gov.pk/projects 8 https://www.pitb.gov.pk/projects 9 https://www.pitb.gov.pk/projects Governance and Service Delivery Innovations in Pakistan 11
DRAFT FOR DISCUSSION enabling a process for feedback calls; analysis of disease outbreak for livestock; and ensuring the proper use of services like livestock vaccination and medications.
10. Domicile Management System10
Domicile management system has been introduced by Government of Punjab to provide citizens with an efficient and flexible public service delivery system to acquire their domicile. It allows 24-hour access to technical support services, uniform processes and services through a single platform, data back up and recovery. It reduces wastage of time, paperwork and cost.
11. Driving License Issuance Management System11
Driving License Issuance Management System (DLIMS) automates the processes for driving license issuance, renewal and upgrades in Punjab. A centralized system is used to issue and renew licenses and manage the Chalan Ticketing system. It is time efficient, reduces vehicle related crimes, creates an online data hub which can be accessed by different agencies, allows licenses to be dispatched through courier services and increases revenue collection due to increased transparency among other benefits.
12. Hajj Management Information System12
PITB in collaboration with the Ministry of Religious Affairs has developed the Hajj Monitoring System, Hajj Group Organizers’ MIS and Flight & Room Allocation MIS. These e-initiatives are particularly beneficial since approximately 1.5 million Pakistanis travel for Hajj every year, with most of them leaving the country for the first time with minimal exposure and poor educational background. The pilgrims often lose their companions as well as their belongings and are unable to understand the laws and policies at the airport as well as at their destination, many times not being able to arrive at their place of residence. This system will tackle these issues by keeping a track of the pilgrims, enabling better coordination between them and their group organizers, and providing travel and lodging details in an easy to understand manner.
10 https://www.pitb.gov.pk/projects 11 https://www.pitb.gov.pk/projects 12 https://www.pitb.gov.pk/projects 12 Governance and Service Delivery Innovations in Pakistan
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13. Lahore Safe City and Integrated Command, Control and Communication Centre (IC3)13
‘Safe City’ is an initiative aimed at supporting restoration of peace and security across the city using technology infrastructure, human resource and best practices. This project has been undertaken as a response to the increasing crime rate and terrorist attacks in recent years. The project is expected to have three distinctive parts. The first part concerns with the installation of cameras across the entire city followed by the second part, which includes continuous monitoring of the city by provision of real-time information to the police and in turn calling for action and the third part includes the action itself.
IC3 is an integrated part of Safe City Project in Lahore. The project aims to improve the operations of the Punjab Police by introducing IT solutions that bring about efficiency and enable the various departments of Punjab Police to work in a coordinated fashion to prevent crisis situations and to act efficiently should an emergency situation arise. IC3 operations seek to combine the command, control and communication functions through 5 service areas: A) Emergency Call Centre (ECC) – ECC will be handling all incoming and outgoing public trunk calls in case of any emergency; B) Dispatching Centre (DC) – will ensure efficient dispatching and monitoring of resources; C) Strategic Operations & Monitoring Suite (SOMS) – will monitor public spaces through a Video Management System (based on CCTV streams), Video Wall Management System (displaying videos on the video wall) and Automated Number Plate Recognition (ANPR) Control System to monitor all ANPR equipment and document recognized license plates; D) CCTV Control – CCTV Control will function as a receiving and recording point for CCTV images that are available to the CCTV matrix for IC3 Centre.; and E) Crisis Management Centre (CMC) – a clearly defined command structure will enable CMC to mitigate and manage crisis situations.
14. Medicine Inventory Management System14
Medicine Inventory Management System (MIMS) was introduced as part of Chief Minister Punjab’s Health Reforms Roadmap Program for Secondary Healthcare. It is an electronic system aimed at maintaining inventory data for medicines across all District Headquarters (DHQs) as well as Tehsil Headquarters (THQs) level hospitals within 36 districts of Punjab. MIMS offers online generation, modification and
13 https://www.pitb.gov.pk/projects 14 https://www.pitb.gov.pk/projects Governance and Service Delivery Innovations in Pakistan 13
DRAFT FOR DISCUSSION authorization of medicine requisitions and purchase orders. Furthermore, it keeps real time control of the stock of medicines in hospitals across Punjab and also sends automated signals about the inventory situation to the concerned authorities. Additionally it offers extensive records on medicine utilization patterns and frequent notifications on expired/ out-of-stock medicines. The system also offers automated alerts to keep the concerned officials apprised of the stock status and other exigencies.
15. MIS for Agri-Machinery15
With help from PITB, the Agriculture Department Punjab has developed a centralized MIS for agriculture machinery. The system performs the following functions: tracks inventory (availability of parts including their location, price, date of manufacture, name of manufacturer and any other relevant information) across multiple locations in real-time; handles time-based and condition-based preventive maintenance activities; creates automated alerts such as reorder quantity levels etc.; tracks life cycle of the spare parts from the time they enter the inventory, of any store or workshop, until they are fitted into a vehicle/equipment; maintains detailed history of each vehicle/equipment (preventive or breakdown related); generates automated alerts about preventive maintenance schedule of equipment; creates comprehensive reports to assist in efficient management and decision-making; generates detailed maintenance history of equipment; generates detailed reports about preventive maintenance of equipment and about any security breaches/ hacking attempts.
16. Model Police Stations16
GoPb is working on model police station initiative. Initially 100 police stations are selected to be developed as Model Police Station from all 36 districts of Punjab. Later on the initiative will be scaled up to all 700+ police stations of Punjab. Within these model police stations, a computerized MIS (PROMIS) will be deployed with following features: FIR and Police Station Record Management System; Criminal Record Management System; Stolen & Recovered Vehicle Management System; Foreigner Registration System; Personnel Management System; Vehicle Management System with Inventory Management; MIS & Police Operational Activities; Crime Diary & Reporting System and Finance and Budgeting System.
15 https://www.pitb.gov.pk/projects 16 https://www.pitb.gov.pk/projects 14 Governance and Service Delivery Innovations in Pakistan
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17. Motor Transport Management Information System17
The first phase of ‘Motor Transport Management Information System’ project piloted an integrated Computerization of Motor Vehicle Registrations, Motor Vehicle Examination, Issuance of Route Permits & Fitness Certificates, Issuance of Driving Licenses, Enforcement of Traffic Rules & Regulations, Automation of Motor Vehicle Records and Automation of Criminal Records. As part of second phase, a number o new features are bing included such as automation of vehicle records; introduction of proper registration mechanism in all the 36 Districts of the Punjab; customized application of motor vehicle registration (MVR); replication, deployment, training and maintenance of MVR application in all the districts; establishment of LAN Infrastructure at district level and connectivity between all the Excise offices of the Punjab; online token tax collection; facilitating LEAs by specifying alphabets and color scheme of registration marks / number plates; introducing specific area code preceded by category code (3rd Alphabet); and web based tax calculator for new registration and for post registration transactions.
18. Lahore Waste Management Company
Lahore Waste management Company, established under City District Government Lahore, has emerged as an innovative organization, undertaking a number of interesting initiatives within its domain. LWMC is in the process of developing an integrated waste management system that ensures speedy collection, transportation and disposal of waste on designated sites in Lahore. For this purpose Lahore has been divided into two zones, based on the expected waste loads, and separate contracts have been awarded to two international contractors, M/s Al- Bayark in Zone I and M/s OzPak in Zone II. As per the contracts, these companies are liable for collection, transportation and disposal of waste as well as for mechanical washing of main arteries and junctions. Moreover, LWMC has launched customer complaint re-dressal system (CRS) cell, operated through TRG. LWMC is strongly relying on IT for enhanced service delivery and efficiency improvement of human resource through Vehicle Tracking Monitoring System (VTMS), vehicle trip casting system and e-attendance of employees. Besides these infrastructure improvements, LWMC has also undertaken an extensive mass awareness campaigns, including walks, graffiti on 65 walls in the city, public awareness about waste in mosques and churches and awareness seminars in academic institutions.
17 https://www.pitb.gov.pk/projects Governance and Service Delivery Innovations in Pakistan 15
DRAFT FOR DISCUSSION
19. Citizen Feedback and Punjab Model for Proactive Governance
Punjab Model for Proactive Governance is an initiative taken by Government of Punjab to seek feedback from citizens, availing various services provided by the government, through telephone calls, SMS and robocalls. The model is built around three key pillars: improvement in service delivery to citizens; reduction in corruption and extortion; and restoring citizens’ confidence in state’s ability to provide quality services. The model has been piloted for various services, such as property registration, health related services, etc. The feedback collected from citizens is collated and analyzed through a robust dashboard to generate meaningful reports.
20. Smart Monitoring in Punjab
Punjab Government has introduced the use of mobile governance (m-governance) to implement an effective monitoring regime in different departments, to check staff absenteeism and provide insights into delivery of different services. This smart monitoring regime, making use of ‘smart phones’, has so far been introduced in four areas, including: a) Teacher Educators monitoring at Directorate of Staff Development (DSD), through 50 handsets, with plans for scaling it up to 900 handsets; b) Anti-dengue campaign with CDGL in 2011, with plans for scaling up to 1500 handsets in 2012; c) Health monitors with Health Sector Reforms Program, already scaled up to half of Punjab with 90 handsets; and d) Lady Health Supervisors monitoring with MNCH, with 50 handsets in one district (Layyah). This smart monitoring regime aims at providing real time data abut staff’s availability and field visits in real time to senior officials.
21. IRIS by The Urban Unit
The Urban Unit (TUU) is a project management unit, which is developing a Geographic Information System (GIS). The GIS would work as a tool to support local and provincial government in decision making by getting timely, accurate and relevant information. The overall system, which is called IRIS, is aimed at developing a GIS based database at TUU, in which each land parcel is given a unique code. This database would be linked with a number of MIS, developed by various other departments. The integrated system has many prospects, some of which have already been tested successfully and benefitted the government tremendously. In one interesting application, TUU has used the database to map all illegal settlements
16 Governance and Service Delivery Innovations in Pakistan
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(katchi abadis) and their occupants in Punjab. A mechanism has also been developed to update the data on a yearly basis. This application will show complete imagery based mapping and database of these occupants in rural areas. It would prevent further expansion of such illegal settlements and would ensure transparency and accountability.
22. Akhuwat Microfinance Initiative in Partnership with Government of Punjab
Punjab Small Industries Corporation (PSIC) has launched Micro Finance Self Employment Scheme for unemployed and skilled diploma holders of TEVTA, PVTC, Sanatzar’s of Social Welfare Department and other technical training institutes. The scheme has been initiated with a sum of PKR 1 billion, which is being disbursed an interest free loan, through Akhuwat, a not-for-profit microfinance organization. Akhuwat is fully responsible for loan processing, sanctioning, disbursement and recovery. The average loan size is PKR 50,000, with a repayment period of three years. The scheme is expected to provide access to finance to these technically trained youth to be able to start their own microenterprises. The model also marks an innovative partnership structure between the provincial government and an NGO.
23. Mauza Mapping Initiative in Punjab
The Urban Unit is currently undertaking a comprehensive mapping of all mauzas (villages) in Punjab, through geo-referenced maps, demarcating mauza boundaries. The exercise was initiated after a successful initial pilot by SUPARCO at Jhelum with the help of a researcher from LUMS, followed by a more elaborate exercise by SUPARCO to map villages in four additional districts. The Urban Unit then decided to scale up this initiative for whole of Punjab. The exercise, once complete, would provide visual representation of mauza-level demographic and socio-economic parameters and administrative structures, such as union councils, election wards, police stations, health facilities, schools, etc.
24. Smart Dengue Monitoring and Call enter
Last year, the dengue fever epidemic severely affected the city of Lahore. As part of anti-dengue efforts, the City District Government Lahore also made use of smart monitoring through mobile phones, where selected field teams were monitored through GIS-based data. In addition, a dedicated call center was established to receive complaints from citizens, which were categorized and assigned to relevant
Governance and Service Delivery Innovations in Pakistan 17
DRAFT FOR DISCUSSION teams. In hospitals, data of all incoming dengue patients were recorded. All these data from multiple sources fed into a centralized dashboard providing visibility to senior officials about spread of the epidemic and remedial activities. Based on the success of this model, this year, the CDGL has sought Punjab Information Technology Board’s support to develop a full scale Dengue Information Management System.
25. Property Tax and GIS Pilot at Sialkot
Excise and Taxation Department in collaboration with Urban Unit is undertaking a pilot project at Sialkot to computerize selected property tax data and link it with GIS based mapping. The pilot would help swift service delivery to citizens, better analytical capabilities to refine the tax regime and inform the government about the tax base. The GIS mapping would further facilitate the govt. in linking all related services through a single interface as well as assess commercialization and other aspects of urban planning.
26. Property Tax RCT – Performance-Based Incentives
Excise and Taxation Department has worked with a group of researchers to run a randomized control trial on impact of incentives on revenue generation. Under the scheme, 152 UIPT circles of Punjab (out of total of 450) were selected for running three kinds of incentive schemes, where the researchers assessed the impact of these schemes on revenue enhancement.
27. New Teacher Recruitment Policy
Government of Punjab’s new recruitment policy for teachers for 2011 has been highlighted as a key innovation, owing to two primary reasons: its focus on meeting the critical competency needs and its emphasis on an unprecedented transparent procedure. In line with international best practices, the GoPb intends to achieve a 70:30 ratio of science versus arts students in schools, however, in order to do that the government needed adequate number of teachers with requisite qualifications. Over the years, a number of teachers with arts qualification had been recruited, resulting in severe deficiency of mathematics, science, computer science and English teachers. The GoPb therefore took a decision to recruit teachers with only these requisite competencies for 30,000+ vacant posts. Additionally, the process of recruitment of teachers has been criticized over the years on charges of political influence and cronyism. The Education Department therefore developed clear
18 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION criteria for teacher recruitment as part of the new policy, in which the interview, the only discretionary part in the criteria, was given only 5% weight. The rest of the criteria were set on transparent criteria, based on qualifications, marks in different exams, etc. Moreover, it was directed by the Education Department to put the pre- interview merit list for public consumption, even on the website. This was done to facilitate the citizens to verify if they have been marked accurately. In many cases, to keep the transparency intact, many DCOs also withheld their discretion of interview marks and gave equal marks to all candidates, to make the whole process impeccable. This has set a new trend and has demonstrated that transparency can be ensured even in large-scale recruitments and the lessons can be replicated in other departments. The decision to focus on science, mathematics, computer science and English teachers highlights the importance of government’s decision to align its capacity with the future policy objectives.
28. PSDF and the Private Sector Engagement
Punjab Skill Development Fund is a company formed through funding from Government of Punjab and DFID. The company is providing skill training in selected districts of Southern Punjab, through engaging with third party service provides. The initiative has been seen as an innovation, as earlier this function was primarily being performed by state institutions, such as PVTC and TEVTA in Punjab.
29. Agriculture Star Markets
Agriculture Department Punjab collaborated with STAR Farms to upgrade the agriculture value chain in the province. STAR Farm is a purchasing organization for agricultural products set up by Metro Cash & Carry. The objective of the project was to increase the share of direct purchases and to achieve improved food safety by modernizing the entire purchasing chain in the area of agricultural products. The company also supports an integrated traceability system for foods - from commercial customers to the field. STAR Farms now intends to facilitate local producers to fulfill the international quality standard under Global Gap and IFS regime as well as to achieve continuous traceability. For this purpose, the Agriculture Department and STAR farms jointly trained master trainers, who will now work with local producers for these initiatives.
30. Land Record Management Information System
Governance and Service Delivery Innovations in Pakistan 19
DRAFT FOR DISCUSSION
“Land Record Management Information System (LRMIS)” is a project undertaken by the Government of Punjab through assistance from World Bank for computerization of land records. The project is also aimed at facilitating increased access to land records at lower transaction cost for the citizens. The project has various components including data entry if legacy records; software development; business process reengineering and automation; and establishment of 155 service centers to provide services to citizens. The project is still under completion and is being implemented across the province.
31. Model Bazars
Government of Punjab has established model bazaars (markets) in the five big cities of the province – Lahore, Faisalabad, Rawalpindi, Gujranwala and Multan – to provide access to citizens for various staple, food and other items at an affordable cost. These model bazaars have been established by Industries Department and enjoy better infrastructure as well as supply of quality food items. These model bazaars would in fact be improved version of the traditionally run Itwar bazaars (Sunday bazaar) by the government.
32. Ashiyana Housing Scheme
Population growth and rural-to-urban migration has resulted in rapid urbanization, further driving up the already existent housing shortage. Moreover, speculative real estate market and rising construction costs have pushed the dream of having a house, beyond the reach of many citizens. In order to address this issue, the Government of Punjab has undertaken a low-cost housing initiative for the poor – Ashiyana Housing Scheme – under Punjab Land Development Company. The housing schemes are initially being developed at two locations in Lahore, one in Faisalabad and one in Sahiwal. The scheme would provide small low cost housing unit to the poor at affordable costs and an installment plan. As per PLDC sources, these housing schemes would have quality internal infrastructure, ecological friendly ambience and provision of all necessary amenities like roads, sewerage, commercial enclaves, electricity, parks and horticulture, medical services, schools and vocational training centers.
33. Lahore Transport Company
Lahore Transport Company (LTC) was established by the Government of Punjab to manage the public transportation system in Lahore. LTC is primarily a regulation
20 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION body, is aimed at developing a smooth running transport system in Lahore providing commuters a safe, efficient and affordable transport service. LTC provides transportation services through buses being run by private operators and through its own dedicated regulatory force. LTC has also established infrastructure across the city such as bus stops, bus shelters, bus bays, bus depots and bus terminals. LTC is also providing an operational subsidy to private operators, monitored through a vehicle tracking system.
34. ICT-based Services for Agriculture Extension
Although agriculture forms the backbone of national economy, small farmers dominate the sector. Out of 6.67 Million farming households, more than 86 percent are classified as small farmers. These small farmers are exposed to inconsistent plant and crop diseases and have limited access to extension services. In order to address this issue, Agriculture Department has engaged Centre for Agriculture and Biosciences International (CABI), an international organization, through support from DFID, to make use of mobile technology and reach out to hundreds of thousands of farmers through their cell phones. CABI is reaching out to these farmers through voice calls and SMS and has translated the contents of SMS and voice messages in Urdu to overcome literacy barriers of recipients. A help line has been activated to provide real time advice to farmers for crops related issues, supported by a panel of field experts. Moreover, specialized mobile applications have been developed to be used on smart phones, to collect, consolidate and process data collected through field surveys. This valuable information is accessible to farmers, field workers, research institutions and policy makers. This imitative has created new possibilities for reaching out to small farmers in far flung areas and build their capacity in crop management, pest management, productivity enhancement and other areas.
35. Kissan Beli – Extension Through Progressive Growers
Agriculture Department has recently introduced the idea to use progressive growers in each village for extension activities, where they can mentor other farmers and demonstrate best practices. Under this initiative, a leading grower is declared as ‘Kissan Beli’ (Farmer’s friend) in each village. This progressive grower is generally considered a leader in term of crops cultivation and assumes the role of mentor for other farmers. In every village, Kissan Beli has close liaison with Agriculture Department’s staff and is very much up-to-date with modern techniques of cultivations and disease and pest management. He guides others about cultivation techniques of high value crops, fruits and vegetables and gives awareness about Governance and Service Delivery Innovations in Pakistan 21
DRAFT FOR DISCUSSION efficient use of water and other inputs like Urea, DAP etc. The idea has created an extensive network of extension activities, covering majority of villages.
36. Digitization of the Daily Gauges and Discharge Data - Irrigation Department
Punjab has one of the biggest irrigation networks in the world, consisting of 24 canals and 14 barrages, with a total capacity of 110,000 cusec of water. The department has been managing the data from daily gauges and discharges manually. This data was fragmented and was only accessible to senior officials with a substantial time lag, giving them little or no response time. The Department, a few years ago, has digitized this data, where the information regarding daily gauges and discharge data of all rivers, main canals, branch canals, feeders, distributaries, minors and sub minors are fed into the system on a daily basis. The intervention is aimed at timely provision of this information to senior officials for ensuring equitable distribution of canal water. The system is supplemented through a helpline, where a focal person is nominated to follow up on necessary actions in response to any complaints received. The system has reportedly helped in better water management and has created an accountability mechanism for field staff.
37. Punjab Irrigated Agriculture Productivity Improvement Project
Punjab Irrigated Agriculture Productivity Improvement Project is a development project launched by Agriculture Department, with a cost of PKR 36 billion, to facilitate better water management. The project is supported through an IDA credit of USD 250 million. The project would install Drip Irrigation System on 120,000 acres of land, provision of 3000 laser units to farmers on subsidized rates and rehabilitation of existing tertiary transport system. The project duration is for 6 years and it would cover entire province. The key objective of the project is to improve productivity of water use in irrigated agriculture in Punjab. This will be achieved through improved physical delivery efficiency and irrigation practices, crop diversification and effective application of inputs that will translate into greater agricultural output per unit of water used. The project’s objectives are expected to contribute to increased agricultural production, employment and incomes, higher living standards and positive environmental outcomes.
38. ECE Resource Centre in Schools
Government of Punjab has established early childhood education (ECE) centers 54 schools providing an interactive learning environment for toddlers (3-5 years), with the plan to scale this initiative up all across Punjab. The intervention is aimed at 22 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION reducing the high dropout rate from katchi (kindergarten) class. Early childhood is the most critical period in a child’s education and plays an important role in his mental and physical development. Early years (3-5) of a child also lays foundation for learning, intelligence, social behavior and intelligence in him and therefore the intervention aims at improving the quality of education through improving these early years learning experience in public schools.
39. LDA One Window Cell
Lahore Development Authority (LDA) has overhauled its One Window Cell at Johar Town Complex to provide on spot information about property ownership and transfers and to receive and process applications from citizens for a number of property related issues. It provides a single platform to citizens for all services related to LDA, increasing efficiency and convenience and reducing corruption and extortion, thereby improving service delivery. The Cell also provides an automated Information Desk and air-conditioned sitting area for the visitors. Despite a few initial problems faced in functioning of the Cell, it is now working smoothly.
40. Electronic Task Management System and GPS Visualizer in City Government Lahore
Lahore is sprawling metropolis, having a population of around 10 million people. City District Government Lahore is responsible for provision of various municipal services, including water supply and sanitation, cleaning and solid waste management, etc. Monitoring the field activities of thousands of employees have been a daunting challenge, thereby impeding effective functioning of CDGL. Recently, with the help of Punjab Information technology Board, CDGL has planned to equip its field staff with GPS enabled devices, connected with a centralized task allocation system. This system would assign specific responsibilities to individual officials and would ensure their physical presence at the respective location through GPS tagging. This would greatly help the CDGL management to the functioning of its field force and monitor them in real time. Once tested in Lahore, the system can be replicated in other large cities of Punjab, possibly resulting in improved service delivery.
41. CDGL Citizen E Services
PITB is planning to digitize a bulk of citizen services like issuance of birth certificate, death certificate, marriage and divorce registration, which have so far been
Governance and Service Delivery Innovations in Pakistan 23
DRAFT FOR DISCUSSION provided manually. Such digitization would prevent forging of documents, ensure swifter service delivery; and protect useful information. The documents issued through the system would be enabled with digital security features and each document would hold a unique serial number, traceable through a centralized system. The system is still being implemented in collaboration with City District Government Lahore.
42. Plan 9
In order to promote entrepreneurship, especially within the software development domain, PITB has established a software technology incubator at Arfa Software Technology Park, to provide space and infrastructure facilities to IT startups. The incubator also provides mentoring services to these startups and would help them grow.
43. IT Initiatives of Punjab Land Development Company
Punjab Land Development Company has been providing low cost housing solutions to the poor, through Ashiyana Housing Scheme. PITB has developed a computerized balloting system for PLDC to facilitate in transparent allocation of houses. Moreover, PITB has also helped in establishing PLDC Contact Centre for handling queries of citizens and to reach out to them regarding information about features, finances, installment plans and general queries about the project.
44. Youth Employment Scheme for Educated Youth (Yellow Cab Scheme)
In order to address the issue of rising unemployment and to provide reasonable means for employment to educated youth, Government of Punjab has recently introduced the Youth Employment Scheme, providing 20,000 cabs. The distribution of cabs across Punjab is done on the basis of a tehsil-wise quote, based on population, with 40% excess quota for Southern Punjab. The scheme is gender neutral and is open for women. The scheme also assures a price guarantee for duration of the scheme and provides discount for the beneficiaries, besides an easy installment plan. The beneficiaries are selected through a transparent computerized balloting process and the verification of credentials is carried out by the District Verification Committee (DVC) headed by the respective DCOs. Government has also formed a Grievance Redressal Committees at the divisional level to address any complaints. The program is further supported by driving training provided through NLC, Motorway Police, Daewoo and Punjab Police and so far 19,000 applicants have
24 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION been trained. A total of 13,800 cabs have been distributed and the 20,000 target will be achieved by Jul15, 2012. The total financial outlay for the project is PKR 10.5 billion
45. Disease Surveillance System by PITB
Health services over the last two decades have been relying heavily on IT Centric initiatives to consolidate information for meaningful usage and infirmed decision making. Pakistan in general and Punjab in particular has been hit by a number of vector–borne diseases in 2011. Lahore witnessed the biggest epidemic of Dengue Fever in the world, besides spread of water-based disease like typhoid fever, Cholera leptospirosis and Hepatitis A. Non-availability of historical data in an organized manner posed a major challenge for early detection of any future outbreaks of such diseases, thus limiting the capability of government for early preparedness and emergency response. In order to address this challenge, PITB in collaboration with health Department has provided dedicated data entry operators at tehsil and district headquarter hospitals, to report certain disease cases as per predefined templates. A web-based data entry interface has been developed, which is accessible to government hospitals via secured user names and passwords. The system uses Satscan and Early Aberration Reporting System (EARS) as used by Centre of Disease Control and Prevention in US to detect outbreak of diseases and facilitates government in ensuring emergency response and preparedness. The system needs to be scaled up to lower tiers as well as to private health facilities.
46. IT Solutions for Provincial Disaster Management Authority
Punjab Disaster Management Authority is a recently created provincial organization to cope up with disasters and to implement disaster management framework in the province. PITB has helped PDMA tin its various activities, through adoption of technological solutions, such as developing a goods and logistics management system for real time IT-enabled coordination between all line departments; establishing a disaster helpline; developing Operations and Aid Activity Situational Information System, Punjab Civilians Wireless System and an online/ real-time citizens complaints management system.
47. Punjab Health Line
In response to spread of Dengue epidemic last year, a call center was established for round-the-clock counseling of citizens. The call center was manned by 150 doctors
Governance and Service Delivery Innovations in Pakistan 25
DRAFT FOR DISCUSSION taking calls on a toll free help line, called Punjab Health Line. Punjab Health Line included services like patient counseling; informing citizens about preventive measures; advice on treatment; logging of fumigation service requests, solid waste disposal requests, WASA sanitation requests and complaints about overcharging of laboratories, govt. hospitals and private health facilities. In anticipation of dengue prevention activities, Punjab Health Line is being refined further and would be linked to a comprehensive Dengue Management Information System.
48. Dengue Activity Tracking System
In recent years, the Dengue epidemic caused havoc with the city of Lahore and resulted in hundreds of deaths. In order to control dengue, the government made use of smart phones to monitor the field teams, assigned various activities including spraying, larvaciding, cleaning, removal of stagnant water and awareness session. This year, City District Government Lahore is planning to seek help from PITB to manage a comprehensive Dengue Management Information System, supported through 1500 smart phones. The data from these smart phones along with patients’ data from hospitals and helpline information regarding reported cases will be fed into a central database, managed through a management dashboard. The system will assist the government is identifying areas where dengue epidemic is likely to spread in a timely manner and consequently managing the prevention and control activities, monitored through smart phones.
49. PITB’s IT Initiative at Lahore High Court and District Courts
Lahore High Court (LHC) has been managing the caseload and associated processes manually, however, given 15-20% annual caseload increase, there has been a need to automate these processes. Currently there are more than 100,000 pending cases with LHC. PITB is now assisting LHC to automate the processes through a formal case management system to ensure transparency and to facilitate litigants, LHC employees and judiciary to improve service delivery. The project includes computerizing legacy data; provision and installation of hardware and equipment; and developing a case flow automation application. The project ensures auto assigning of cases; electronic generation of ‘Cause List’ (of 4,000 cases per week), dynamically available on web and SMS; interactive voice response system for case information to public; establishment of kiosks at court premises to provide case information; availability of court orders on web for public; and e-notices through e- mail/SMS to police and parties (selected cases).
26 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION
50. Agriculture Marketing Information System
The existing website of agriculture marketing, developed by Agriculture Department through support from PITB, provides comprehensive one step market price information to the farmers, traders, exporters, processors, concerned officials, electronic & media & general public etc. The website provides international commodity exchange rates as linked in real time with Chicago Board of Trade, New York Mercantile Exchange (NYMEX) and National Commodity and Derivatives Exchange Limited (NCDEX) of India. A total of 135 Market committees have been connected with this website and these market committees update daily rates of Agriculture Commodities on website. This website is available in English as well as in Urdu languages. The website enables comparative analysis between local and international future prices and provides consolidated information for farmers, traders and exporters to take informed decisions. Daily visitors to the site vary from 10,000 to 15,000.
51. Punjab Laws Portal
PITB has helped developing an online portal for easy access to all substantive and subordinate legislations from 1860 till date. The portal ‘Punjab Laws’ offers a centralized repository of laws, legislation, and legal rules/ codes for citizens in a comprehensive online system, containing more than 500 principal (substantive) laws of approximately 7000 pages from 1860 to date, viewable department wise, alphabetically or chronologically. The website is updated regularly and provides a ready reference repository for lawyers, judges, public servants, students and others to refer to the law (primary and delegated) in detail whenever required.
52. Punjab Blood Line
In Lahore alone, more than 300,000 blood donations take place per year. Blood is needed during emergencies, routine surgeries, accidents, thalassemia epidemics, patients etc. So far, there has not been any steady systemic/ organized way to meet this demand within the governed, besides a few privately run blood banks. Last year, Punjab was hit by the worst ever Dengue epidemic, highlighting this need further. In order to address this issue, PITB helped form Punjab Blood Line (PBL) in October 2011, providing a blood inventory system and creation of blood donor database with geographical tagging and cell phone ID pivoted over call center services. The main objective of this project is to mobilize and organize willing donors in order to cope with blood shortages in case of epidemics, disaster, terrorist attacks, accidents etc. A distinct feature of this project is that patients’ families Governance and Service Delivery Innovations in Pakistan 27
DRAFT FOR DISCUSSION cannot contact PBL donors directly. Only blood banks, which meet the project requirements, can launch blood requisitions on PBL online portal. Call centers agents contact the active donors from that particular area and direct the willing donors to the blood bank, which raises the blood requisition. In this way a buffer is created between donors and patients, so that either party does not face any undue pressure. Punjab Blood Line is expected to not only fix the asymmetry between demand and supply of blood, but would also ensure transparency in blood donations management, through an efficient inventory management system.
53. ICT-Based Extension Services for Livestock Farmers
Livestock and Dairy Development Department (L&DD) has recently joined hands to provide extension and advisory services to rural livestock farmers on a pilot basis through use of information and communication technology (ICT) and to help them take better care of their animals. These services would also be supplemented subsequently by access to mobile banking services. The informational content is being provided by the L&DD whereas Telenor is providing the channel for distribution of that information. This information is being provided in the form of SMS, outbound IVR broadcasts and MMS sent out to the farmers who have subscribed for such individual services. The information pertains to best livestock practices, disease alerts, vaccination, feed and fodder management and other related topics. Under the pilot, a community tele-center will also be developed for information dissemination pictorially and for training and education purposes. Telenor is also helping L&DD in upgrading its Farmers Help Line and providing a solution for an IVR-based Help Line, integrated with its Information Services. 54. E-Learn Punjab18
“e-Learn Punjab” is a project initiated by Punjab Information Technology Board (PITB) to assist both learners and educators alike throughout the entire province of Punjab. It is an official source of free digitized textbooks where these textbooks are supplemented with videos, animations and simulations, which in turn enhances conceptual learning consequently improving the quality of education. This online educational warehouse can be improvised by contribution from teachers who can upload useful content which is beneficial for their students. Due to e-learn Punjab, education, trainings and knowledge for the masses is now available at their doorstep. e-Learn Punjab is designed to deliver diversity and parity of curriculum across the entire province (both rural and urban).
18 https://www.pitb.gov.pk/projects 28 Governance and Service Delivery Innovations in Pakistan
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55. WASA Online Duplicate Billing System19
Punjab Information Technology Board developed an “Online Duplicate Billing System for WASA in 2013. This initiative was taken in response to the extreme disturbance, perplexity and fatigue the customers of WASA had to go through in order to retrieve their duplicate bills at their respective zonal offices. Each WASA customer has been assigned an 8-digit account number, which they can use to download their duplicate bill at their convenience whenever required. Moreover, PITB has trained the officials of WASA to manage the billing database. Each month the zonal offices of WASA have to upload their respective bills to the system in order to make these bills available to the respective customers.
56. Child Protection Cell20
In association with UNICEF, the Planning & Development Department has established a “Child Protection Cell” which carries out the activities formed under the Multi Year Work Plan. Moreover, it also coordinates the overall implementation of this plan. A steering committee has been formed under the chairmanship of the secretary of the Planning & Development department; this committee coordinates the overall implementation of the Child Protection Multi Year Work Plan. The child Protection Cell is responsible to deliver a periodic review of the progress of Child Protection program, especially those supported by UNICEF, which includes mid- course rectification, and eradication of any hurdles. It also has to ensure a successful implementation of Child Protection Multi Year work plan by endorsing and nurturing all sorts of coordination, convergence and amalgamation with development partners and line departments. Furthermore, it also facilitates the planning and execution of pilot projects like “child rights in cotton Farming Areas of Punjab”. It also aims at developing a workforce and/or working groups in order to help with the decision making and functioning of the Steering committee. The cell guarantees that policy notification and instruments aiding coordination are in place, to ensure a sustainable Child Protection system in Punjab.
57. Drug Inspection and Monitoring Evaluation System21
Punjab Information Technology Board launched Drug Inspection and Monitoring Evaluation (DIME) in 2013. It is a smartphone application developed exclusively for
19 https://www.pitb.gov.pk/projects 20 http://www.pndpunjab.gov.pk/child_protection_cell 21 https://www.pitb.gov.pk/projects Governance and Service Delivery Innovations in Pakistan 29
DRAFT FOR DISCUSSION the Health Department of Punjab. This application helps in the inspection of drug stores that are selling drugs. It not only facilitates the drug inspectors in inspection of drug stores but also records any drug violations and takes preventive and remedial action against all offenders. The system enables the drug inspectors to keep a tight and close check while monitoring registered and unregistered pharmacies. Furthermore it also inspects if these pharmacies carry the standard drugs or not and if they comply with the drug laws. Moreover, in order to ensure that the drug inspectors are checking their assigned pharmacies regularly, DIME is geo-tagging enabled, which consequently aids the process.
58. Flood Monitoring System22
In response to one of the worst monsoon floods of all times that hit Punjab in September, Punjab Information Technology Board helped the government by creating a real time flood-monitoring dashboard. The system not only keeps the concerned departments informed about recent flood developments but also keeps them in close connection with each other; which makes disaster management highly effective and efficient. PITB, in cooperation with other departments has designed the dashboard in a way that it updates the dashboard with hourly disaster bulletins, These bulletins provide comprehensive information regarding the recent flood stories, the effected areas and the death toll. Moreover, it also emphasizes on the development at the water works, by explaining the water flow (whether it is normal, or on alert), and also highlights the situation of the roads. The Inundation Map, further, reveals the overall flood hit areas. The flood-monitoring dashboard has assisted the government in keeping a close check on the flood situations and also helps to provide support to the government in providing relief and evacuation measures.
59. Health Watch23
“Monitoring the Monitors” was introduced and designed for the Punjab Health Sector Reform Program in August 2011, but was initiated only in one district i.e. Khanewal. However by February 2012, due to the grant offered by innovation Fund at World Bank, this initiative had spread to 18 districts. After August 2013, this project had come to a halt due to a lack of funds and a committed technical team. PITB took up this initiative in February 2014, and renamed it as “HealthWatch”. In collaboration with PSPU, PITB had spread this program all over Punjab by March
22 https://www.pitb.gov.pk/projects 23 https://www.pitb.gov.pk/projects 30 Governance and Service Delivery Innovations in Pakistan
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2014. Since its re-launch in February 2014, the “HealthWatch” initiative has submitted over 3500 activities and is running fruitfully all over Punjab. Districts’ Supervisory officers (i.e. EDO, DDHO, and DHO) have been equipped with Android- based smartphones who are responsible for visiting health facilities (BHU, THQ, RHC and DHQ) in their respective areas. The “HealthWatch” application is used by Supervisory Officers to report data regarding any faulty equipment, stock-out medications and absenteeism. This data is coupled with a self-photo of the supervisory officer In order to validate that he/she visited the facility in person. The application enables the reports submitted by these officers to appear automatically in real-time with GPS accuracy of 5 meters and therefore is available for use by managers at different levels.
60. Vet – Inspect24
“Vet-Inspect” is a smart phone application developed and launched by The Punjab Information Technology Board (PITB) for the District Livestock Officers (DLOs) and Deputy District Livestock Officers (DDLOs). This application facilitates district administrative officers to examine the facilities according to a set of pre-defined Key Performance Indicators (KPIs) and the data that is collected during the inspection is reported on the go using the smartphones that have been provided by PITB under the authority of Punjab Public Management Reforms Program (PPMRP). The facilities that are under inspection are rated on a set of broad categories, which include, Availability of Medicine, Vaccine and Semen, Attendance of deputed staff and Listing of non-functional equipment. “Vet-Inspect” serves as a compliance matrix that helps to keep a close watch on administrative heads against assigned objectives to ensure if the required inspection visits are being made. Moreover, it aids in efficient and timely distribution of information to provincial headquarters. It also serves as a decision-making tool for concerned authorities in order to enable and ensure that quality service is being delivered to the farmers at large.
61. Hospital Watch25
‘HospitalWatch’ is developed by PITB in response to the ever-increasing discontentment within the existing health care services. This has been designed with the intention to provide better health care services. “HospitalWatch” is an Android-Based application therefore it has been installed/downloaded on all official smartphones and offers real-time data by users on the dashboard, which can be
24 https://www.pitb.gov.pk/projects 25 https://www.pitb.gov.pk/projects Governance and Service Delivery Innovations in Pakistan 31
DRAFT FOR DISCUSSION instantly and automatically analyzed by managers at all levels. This application offers a framework for observing and monitoring Emergencies, PAEDs, OB/GYN wards in 21 District Head Quarters (DHQs) and 101 Tehsil Head Quarters (THQs) across the province. “HospitalWatch” tracks the recurrent surprise visits made to various hospitals, which aids in keeping a close check on the services being extended to the patients. Various parameters have been developed and set, against which performance is measured periodically and is then carefully documented.
The Primary users of this application include, District Coordination Officers (DCOs), Executive District Officers Health (EDOHs), Assistant Commissioners (ACs), Director General (DG) Office (Health), Medical Superintendents (MS) and the Members of Provisional Assembly (MPAs). The application has to be used by the MS at least twice a day for minimum 20 days in a month. EDOH, however is required to visit each health facility in the concerned district at least once per month.
62. New City Project26
In early 90’s, when the motorway M2 was conceptualized, several new industrial towns were planned to be present around it. Keeping in view the unexplored and unexploited opportunity, the Government of Punjab decided to develop an Industrial city that would achieve its economic sustainability by capitalizing on connectivity presented by the M2. It had quite a few other significant benefits which included closeness to river Chenab and Jhelum, mineral resources offered by the salt range, picturesque and bio-diverse environments and proximity to rich agricultural lands which will consequently offer ample opportunities to the industrial sectors like mining, heavy industries, food processing and tourism. The “New City Project” aims at bringing an urban revolution; by creating high-tech urban systems .The Chief Minister and the Planning & Development Department of Punjab have issued approval for the project, which is presently undergoing a pre-feasibility study.
63. Post Flood Disaster Assessment System27
The Urban Unit has developed a system that provides assessment of the entire flood affected areas and a separate password has been provided to every district DCO in order to upload information. The system works by conducting a survey by using surveyors of the Urban Unit. Each surveyor possesses an Android Mobile Set with a Damage Assessment Application. This application has been designed in a way that it
26 http://uu.urbanunit.gov.pk/ProjectDetails/%7BId%7D=1 27 http://uu.urbanunit.gov.pk/Documents/Publications/0/22.pdf 32 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION allows the surveyors to input information on the spot. This application aids in dissemination of data and this data is distributed in real-time. The recorded information is then saved on the common server and available online to be accessed by the concerned authorities.
64. Road Monitoring - Urban Unit28
Khadim-e-Punjab Rural Roads Program is a project that has been undertaken to ensure the rehabilitation and construction of rural roads in order to promote and enable trade and economic activities in the rural areas. This repair and maintenance work is estimated to be completed by 2018. Moreover, various monitoring and oversight committees have been set up to check the progress in all districts. Urban Unit is responsible of monitoring this project using real-time online monitoring using Geographic Information System (GIS), which is a tool helps to analyze, store, alter and visualize geographic information on a map.
65. Use of Social Media by Government Agencies
Punjab government has developed its social media presence via various mediums, which include Facebook, Twitter and whatsapp. These mediums are used to exchange real time information amongst officials as that ensures efficient communication and other mediums like Facebook and Twitter are used to communicate with the general public using them to provide latest news related to government activities. Various ministries have their online Facebook pages through which they communicate latest news, activities, messages from the officials etc. Some examples of the pages include, Provincial Disaster Management Authority29, School Education Department Punjab30, City District Government Lahore31, City District Government Rawalpindi32. Furthermore, Twitter also has presence of Punjab Government and tweets about latest news are shared through it33.
28http://www.cm.punjab.gov.pk/node/3018 29 https://www.facebook.com/pdma.punjab/?fref=ts 30 https://www.facebook.com/School-Education-Department-Government-of-the-Punjab- 175396082607443/?fref=ts 31 https://www.facebook.com/cdglahore/?fref=ts 32 https://www.facebook.com/CDGRawalpindi/?fref=ts 33https://twitter.com/GovtOfPunjab?ref_src=twsrc%5Egoogle%7Ctwcamp%5Eserp%7Ctwgr%5Eautho r Governance and Service Delivery Innovations in Pakistan 33
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B) KHYBER PAKHTUNKHWA
66. Strengthening of Traffic Control and Monitoring34
“Traffic Control and Monitoring System” was developed and launched in December 2012. The project is designed to enable the monitoring of the traffic of Peshawar using IP cameras. By using this system, all the chowks/squares in the city of Peshawar are computerized in order to enable decision-making according to the load of traffic and also these chowks/squares are completely synchronized to allow maximum flow of traffic. In order to track and locate the position of a police van, trackers are installed which can be moved at any place easily. The Traffic Control and Monitoring System enables the establishment and creation of a Fiber Optic Network or lease line in order to ensure connectivity of IP cameras from the Telecommunication Company. It also facilitates the formation of a “Control Room” at the Traffic Police Headquarters for traffic monitoring. The system enables the development of a “Server Room” for the management of Traffic Ticketing System. Furthermore, the project aims to assist in installation of Local Area Network coupled with a provision of hardware facilities required for running of proposed applications. It will also provide online accessibility of all tickets/challans issued by the Traffic Police of Peshawar.
67. Citizen Facilitation Centers35
“Citizen Facilitation Centers” have been established in Peshawar in order to provide a “one-window” facility to the citizens of the province for the delivery of certain services, which include, NIC, Domicile, and Arms & Driving Licenses etc. A total of four centers will be established, for which a Memorandum of Understanding (MoU) has been signed with NADRA, however the issue related to sharing of revenues and data is still under question. Moreover, a contractual agreement is also underway.
68. Provincial Data Center36
“Provincial Data Center” has been established to provide Web hosting of all IT related services concerning all the departments. The home department contains the Server Room and the Fiber optic connectivity of all the departments has been
34 http://khyberpakhtunkhwa.gov.pk/khyberpk/ongoing_projects.php?deptID=3#collapseOne_11 35 http://khyberpakhtunkhwa.gov.pk/khyberpk/page.php?pageID=651&deptID=321 36 http://khyberpakhtunkhwa.gov.pk/khyberpk/page.php?pageID=651&deptID=321 34 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION completed. Moreover, the facility of IP calling/telephoning has been provided at all the Department’s Secretaries’ offices.
69. ICT Based Grievance Redressal System37
“ICT based Public Grievances Redressal System” has been established by the Government of Khyber Pakhtunkhwa to enable the citizens of Peshawar to register their complaints, grievances and suggestions. This system aims to ensure that all the complaints are recorded and moved to the concerned provincial departments and a compliance report is generated that is forwarded to the Secretary of the department (or further up if required) within a certain number of days after it has been verified. The citizens are continuously updated regarding their complaints through call or SMS till the complaints are redressed. The system has been developed and intends to be executed in phases and will cover all the departments of the KP government. Phase I will include complaints related to five departments of the government namely Education, Health, Police, Revenue and Local Government and all the complaints of these departments would be addressed and rectified using this system. The system would extend to all the remaining departments of the government in Phase II.
70. IT Excellence Center38
The Information Technology Excellence Center (ITEC) is a project of DoIT (Directorate of Information Technology) and has been designed to polish skills of IT professionals, to encourage entrepreneurship and to fulfill some specific requirements of Government Departments for automation of their business processes. The center helps to develop the efficiency of professionals by increasing their command over IT Tools. It also helps in reaching out to the youth of KP and enables them to use these tools effectively and efficiently. Additionally, It aids in facilitating all the young and unemployed IT professionals to learn about the new IT tools. Furthermore, the center aims to educate the IT professionals about the environments of the various high technology software/hardware companies and also helps to train them about the International standard operating procedures.
71. ICT Infrastructure Project39
37 http://kp.gov.pk/page/ecomplaint 38 http://khyberpakhtunkhwa.gov.pk/Departments/itec/ 39 http://khyberpakhtunkhwa.gov.pk/khyberpk/ongoing_projects.php?deptID=3#collapseOne_11 Governance and Service Delivery Innovations in Pakistan 35
DRAFT FOR DISCUSSION
The ICT infrastructure project aims to provide a centralized source of data and information, along with providing online availability of the same. It targets to facilitate standardization of ICT related applications. The general public will be provided access to government services through this infrastructure. Moreover, the ICT infrastructure will ensure the security, integrity and reliability of data and will connect all the departments at the civil secretariat using optic fiber, consequently resulting in the establishment of a network infrastructure. It intends to offer Internet services, web-hosting and video-conferencing support.
72. E-Procurement40
“E-Procurement” is a project funded by the ADP Scheme, "ICT Facilitation Center” and the contract for this project has already been awarded. The project was estimated to be up and running by June 2015.
73. Tele Centers41
“Tele Centers” is a project initiated by USF (Universal Services Fund), Ministry of Information Technology and NADRA. The site is to be identified and the land is to be provided by the provincial government. It aims to establish 73 sites in un-served and semi-served areas. Furthermore, Universal Services Fund and Ministry of IT will undertake the construction and operations of the Tele Centers for the first 3 years. The survey of the 73 identified sites has been completed; however the action on part of the federal government is yet to happen.
74. Right to Information Web Portal42
The “Right to Information Act of 2013” of Khyber Pakhtunkhwa (KP) was passed by the provincial government and was developed with an objective to make information of government departments accessible to the citizens of the province. The government intended to create a transparent and corruption free environment, which would prove to be favorable for the growth of democracy.
KP’s provincial assembly surpassed the country’s legislatures with the introduction of the progressive RTI Act of 2013, The RTI Act facilitates the citizens to hold the public bodies accountable for any actions taken and helps to enhance the awareness
40 http://khyberpakhtunkhwa.gov.pk/khyberpk/page.php?pageID=651&deptID=321 41 http://khyberpakhtunkhwa.gov.pk/khyberpk/page.php?pageID=651&deptID=321 42 http://www.kprti.gov.pk/rti/page.php?PageId=44&MenuId=5 36 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION amongst the citizens regarding their rights to the information pertaining to any government body. This not only empowers them but also instills the importance of the opportunity provided to improve governance. According to the Right to Information Web Portal, anyone can demand for information using a simple online web form which is readily available at the RTI web portal consequently allowing the information to become available to the people anytime by using this online platform.
75. Prison Information Management System43
“Prison Information Management System” has been developed to safeguard all the data of prisoners by digitizing it. This is done to protect all the manual data in case of any natural calamities, fire or jail break. This system focuses primarily on providing digitized data of all the prisoners and in order to ensure the same, the process has been completed in Peshawar and Haripur jails and is being further extended to 16 more jails that include all central jails, district and session jails. To aid this process a survey of all the sixteen jails has been completed. Moreover, human resource has been assigned in the respective jails to ensure the functioning of this system. Data entry for the digitization has already commenced in Mardan. The entire computerization of the data is expected to be completed by the end of June 2016.
76. Education City44
The Education department of KP on July 9, 2014, published the statistics and maps (even for school that have missing facilities) on its website. All the data that is available online provides comprehensive information on all 28,280 government schools in the province. The information regarding these schools includes data of enrolled students, employed teachers and parent-teacher councils along with the categories of both available and missing facilities. This information is also a part of the “Education Management Information System” which helps the departments to collect data, store and integrate it and eventually disseminate the processed data. This exercise enables the planners and administrators to analyze and assess the system and it’s functioning more efficiently and effectively.
43 http://khyberpakhtunkhwa.gov.pk/khyberpk/page.php?pageID=651&deptID=321 44 source: http://tribune.com.pk/story/645959/foreign-credentials-international-universities- show-keen-interest-in-k-p-education-city/ Governance and Service Delivery Innovations in Pakistan 37
DRAFT FOR DISCUSSION
77. Independent Monitoring Unit (IMU)45
Khyber Pakhtunkhwa Education Sector Program (KESP) and Reform Roadmap aims to cover and highlight crucial areas of interventions and requires independent monitoring on a monthly basis, this is done in order to monitor and track the progress relating to each of the key performance indicators. The findings are later communicated to the department, for this enables the department to take corrective actions at all levels. For all the 28,583 government schools in the Province, independence of the Unit is of prime importance as the success of the KESP and Roadmap depends on objective, independent, and timely reporting on all key performance indicators relating to the aforementioned government schools.
78. Early Childhood Care and Education (ECCE)46
Early Childhood Care and Education (ECCE) program aims to provide quality early Childhood Care and Education opportunities in all the government primary schools across the province. Pilot testing will be done in phases and the result from the pilot testing is likely to be applied during the rollout of the ECCE program.
79. Enrollment Drive47
“Enrollment Drive” was launched on 10th of September 2013 and by the 28th of September 2013; the government of Khyber-Pakhtunkhwa had enrolled 142,140 children in schools across the province. The KP Government’s initiative to increase enrollment is being supported by Alif Ailaan, a campaign for education reform, through its Alif Ailaan Taleemi Karavan. Alif laid the emphasis on the importance of education to the local communities in one of its journeys to Charsadda where this discussion led to an enrollment of 16 children. Moreover, in Mardan, Alif received the caravan along with more than 350 members of civil society, teachers’ unions, parents and community members, which was followed by an enrollment ceremony where the education minister himself ensured enrollment of 10 children. Since the launch of the enrollment drive, 14,341 children have been enrolled in Mardan, while 6,486 children have been enrolled in Charsadda, and 21,821 in the Peshawar district, which currently is leading in terms of the headcount for enrollment.
45 http://kpimu.gov.pk/index.php12 46 http://www.kpese.gov.pk/ECCE.html 47 http://tribune.com.pk/story/610358/enrollment-drive-nearly-150000-students-find-a- place-in- school/ 38 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION
However, Kohistan is at the bottom of the list with only 531 school enrollments. Furthermore, the data from the other districts has not yet been released therefore the facts remain unknown.
80. Biometric Attendance System48
The KP government has installed “Biometric Attendance System” in order to ensure 100% attendance of teachers. This initiative was undertaken on August 28, 2013, when global positioning satellite (GPS)-based biometric system (BMS) was installed. In order to guarantee that all the records of the education department are computerized, a file tracking system has been put in place, which helps to ensure that all the data/record is available whenever required.
81. Uniform Learning System49
A “Uniform Learning System” is an initiative by the KP government, which was undertaken as their jihad against illiteracy and is a part of PTI’s six-point education policy, which not only provides a cushion for the education budget but also boosts adult literacy. In the most recent annual budget, a 40% increase was witnessed in the education department, which allowed KP to change the medium of instruction for grade one students. The students of grade one will be learning Mathematics and Science in English from the start of the new academic year in April. In order to ensure successful implementation of the change in medium of instruction, the teachers will be trained for the new curriculum. Moreover, education at the primary level has been made free of cost, and to encourage females to acquire education, a stipend of Rs. 200 will be given.
82. Tameer-e-School50
“Tameer-e-School” is an initiative undertaken by the government of KP through which funds can be collected from interested individuals in order to contribute towards the betterment and improvement of government schools. The funds will enable the improvement of the infrastructure by aiding various facilities like toilets, computer labs, additional classrooms and boundary walls. Later in the project the
48 http://tribune.com.pk/story/596522/stepping-up-education-department-installs-biometric-system- to-ensure-attendance/ 49 http://tribune.com.pk/story/655288/new-bags-new-books-going-back-to-school-takes-on-a-new- meaning-in-english/ 50 http://www.tameer-e-school.pk/tameereschool.aspx#whatts Governance and Service Delivery Innovations in Pakistan 39
DRAFT FOR DISCUSSION funds can also be used to meet additional needs like purchasing of teaching materials and investing in building playgrounds and purchasing sports equipment. The project is overseen by a monitoring body namely Government of Khyber Pakhtunkhwa’s Elementary Education Foundation (EEF), which ensures that the contributions are collected and invested in the areas which require immediate and urgent attention.
83. Education Management Information System51
“Education Management Information System” is a tool designed to help the education department to collect, store, integrate and distribute the data to the concerned parties. This data enables the assessment of the functioning of the education system by various planners and administrators. The records for all the 28,280 government schools across the province exist within EMIS, which includes information about the enrolled students, employed teachers, parent-teacher councils as well as both available and missing facilities.
84. Capability Enhancements of Investigation Officials52
The government of KP has imparted special training to investigation officers in the Investigation Headquarters of Peshawar for tracking criminals. The Additional Inspector General Investigation was the in charge for all the special investigation courses. These training sessions included instruction on various important topics by the special investigation officers like how FIR is registered and how the challans against criminals are prepared. Two courses are completed within a course of one month and will consist of a variety of courses on the investigation process. In order to improve the performance of police at both rural and urban level, district level special training schools will be established in each police line. In addition to the activates mentioned, it is also decided that after each terrorist attack, a special investigation team will be dispatched which will be responsible for collecting information about the incident using modern techniques of investigation.
85. Police-to-victim-service53
51 http://tribune.com.pk/story/732848/being-transparent-in-major-step-k-ps-education-dept-puts- elementary-school-data-online/ 52 http://nation.com.pk/editors-picks/13-Jul-2013/plan-to-impart-investigative-training-to-KP-police 53 http://tribune.com.pk/story/585098/hotline-igp-inaugurates-police-to-victim-service/ 40 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION
‘Police-To-Victim-Service’ was inaugurated by the Inspector General of Police (IGP) on August 1, 2013, This service calls for the police officials to visit the victims of crimes such as kidnappings, armed robbery, and family members in the event of a murder. A police operations room has been recently established for the execution of this service. This room is a central complaint cell that can be reached via telephone 24 hours a day. When a complaint is received, it is redirected to the concerned police station, which then dispatches its team. This team reaches the victim/crime scene, inspects the surroundings, collects evidence, and registers an FIR while keeping the operations room updated on their progress. The victims are updated on the development/progress on the toll-free number 0800-00400.
86. Online FIR System54
Khyber Pakhtunkhwa police launched “Online First Information Report (FIR) system” on July 6, 2013. This service is unique in nature and the first of its kind. This system enables the residents of KP to register an FIR online without having to go through the hassle and botheration of travelling to the police station for the same.
87. SMS SOS System55
Khyber Pakthunkhwa police launched a new SMS SOS system for the women of the province on July 23, 2013. This system allows women of the province to lodge a complaint by sending an SMS through their cellular phones as soon as a need arises. Upon receiving the text message the “central cell” notifies the nearest police station to reach the concerned person as soon as possible. Considering the male dominance, this system was developed to ease the women from the distress they have to face when they have to visit police stations in person to do the same.
88. Women Help Desks in Police Stations
The provincial government aims at establishing special help desks in all police stations for women that only cater to female complaints. 56 such complaint units have already been established in police stations across KP as of August 2013.
54 http://nation.com.pk/national/06-Jul-2013/people-can-now-file-fir-online-in-KP 55 http://www.aljazeera.com/video/asia/2014/01/pakistani-police-seeks-recruit-more-women- 20141711412263770.html Governance and Service Delivery Innovations in Pakistan 41
DRAFT FOR DISCUSSION
KP government has ensured that 10% of all new recruits would be women with the aim to double the number of female recruits in police. Despite immense support extended by the government, the social values and dangers associated with the job discourages women. Moreover, KP government has also provided dorms for women at police training colleges.
89. Establishment of Model Police Stations56
“Model Police Stations” is a project kick-started by the government of KP in refurbished police stations of Gulbahar, Faqirabad and University Town. These stations provide facility for an alternate dispute resolution system. A common citizen of KP can use the help of this system for amicable resolution through an alternative process of justice, which involves members of the civil society. Moreover, these stations provide legal advice and also ensure community monitoring using CCTV cameras.
90. Prosecution Information Management System57
“Prosecution Information Management System” is a system that carefully monitors FIRs and helps to accelerate the process of investigation and prosecution. Additionally, a monitoring cell has been set up in the home department and has been connected with all the district prosecution offices. A total of 225,062 FIRs have so far been documented throughout the province using PIMS.
91. Establishment of Forensic Labs58
Institute of Forensic Science (IFS) was established in Peshawar on the guidelines offered by the Inspector General of Police Mr. Nasir Khan Durrani (PSP). This initiative was taken in order to bridge the existing gap between the forensic awareness and criminal investigation practices. The Institute of Forensic Science has a forensic science Laboratory which was established in 1976 containing six specialized units including chemicals and narcotics analysis, latent finger print, firearms and tool mark, questioned documents, forensic photography and digital forensics. The laboratory provides its specialized forensic services to certain other departments, which include Pakistan Customs, Excise & Taxation Department, ANF,
56 http://khyberpakhtunkhwa.gov.pk/khyberpk/page.php?pageID=666&deptID=321 57 http://khyberpakhtunkhwa.gov.pk/khyberpk/page.php?pageID=666&deptID=321 58http://kppolice.gov.pk/fsl/ 42 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION
NAB, Anti-corruption Establishment, Frontier Corps, FATA administration, Malakand Levies and Gilgit Baltistan.
92. Dispute Resolution Council59
“Dispute Resolution Council” is an initiative undertaken by the Khyber Pakhtunkhwa Police in order to ensure the resolution of disputes cordially. This initiative intends to actively engage the offender, victim and the community alike in order to reach re-conciliation while ensuring the safety of all the concerned parties. The role of DRC will be to receive all the applications/complaints by the Police Department, which will then be resolved by the council. All the decisions taken will remain within the domain of law and constitution. Incase, if one of the parties involved in a dispute does not opt for an amicable solution despite being proven guilty, then in that case a Fact-finding report will be forwarded to the concerned SHO for further required mandatory action. Moreover, DRC will join in as an independent observer during any disputed investigations done by the Police. DRC will receive a report from the investigation officer upon completion of his investigation. In case the jury fails to conform to his opinion then the report will be further sent to District Police Chief for immediate action in the light of rules and regulations.
93. Police Access Service (PAS)60
The “Police Access Service (PAS)” is amongst the numerous initiatives undertaken by the Khyber Pakhtunkhwa Police during the present year. The primary objective of the initiative is to provide all the layers of the society, with a system that ensures swift and instant rectification of their complaints by providing access to all. The citizens of the province can now access the police through their cellular phones by sending an SMS and the concerned police officers will contact them within 24 hours of lodging their complaint. This project aims to provide solutions to the public by using technology to offer enhanced police accessibility, fast-tracked processes and continuous scrutiny.
94. Police Assistance Lines (PAL)61
59 http://kppolice.gov.pk/drc/ 60 http://kppolice.gov.pk/pas/ 61 http://kppolice.gov.pk/pal/ Governance and Service Delivery Innovations in Pakistan 43
DRAFT FOR DISCUSSION
“Police Assistance Lines (PAL)” is another project initiated by Khyber Pakhtunkhwa Police. PALs have been carefully designed and established in each district headquarter and are aimed to provide a one-window solution to the public for their day-to-day affairs. Various services offered by PAL include; Theft Reporting, Lost items reporting, Extortion reporting, Child lost and found, TIF Form and Rental Agreement Reporting, Police Security Clearance Certificate, Police Character Certificate, CNIC Verification, Vehicle Verification, Legal Advice, Women counter, Traffic license and Excise document attestation. Separate desks have been installed for each of the above-mentioned services and CNIC verification and vehicle verification certificates are issued on the spot from the designated desk.
95. Traffic Wardens Equipped with Mounted Cameras62
Khyber Pakhtunkhwa police has provided its traffic wardens with body mounted cameras. These cameras are equipped with both voice and video recording and the wardens have been instructed to switch them on each time a vehicle is stopped to impose a fine. This is done to document in real time all the proceedings from stopping the vehicle till imposing a fine. The project implementation has three phases; first phase involves provision of body-worn cameras to the traffic police, while the second and third phase involves equipping the police of remaining districts with these modern cameras.
96. Ehtesab Commission63
“Ehtesab Commission” has been established through the KP Ehtesab Commission Act 2014 as an autonomous body to battle corruption and restore the trust of the public in the government by holding all public office holders, officers and officials of the provincial departments accountable for any corruption malpractices. The commission is responsible to prevent, detect, process and chastise the accused through court proceedings at the Ehtesab courts.
97. Introduction of Mass Transit System (MTS) in Peshawar & Pedestrian Support64
62 http://www.samaa.tv/pakistan/2015/10/traffic-warden-police-equipped-with-body-mounted- cameras/ 63 http://www.ehtesabcommissionkp.gov.pk/ 64 http://khyberpakhtunkhwa.gov.pk/khyberpk/page.php?pageID=657&deptID=321 44 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION
“Mass Transit System (MTS)” is an initiative undertaken by the KP government to provide a way of transporting the masses within the urban areas. Through MTS, energy and space will be utilized by providing transport for all age groups and strata of the society alike. Special cycle lanes are provided, along with parking spaces.
98. Computerization of Land Records65
“Digitization Land Records of Revenue (DLRR)” is a project undertaken with the help of UN-HABITAT in order to improve the land records service delivery. The project has been undertaken in order to help in reducing landownership disputes, offering transparency in mutation and transfer of land and aiding land owners in management of their lands. DLRR aims at assisting with Inteqalat (mutation), Jama Bandi (land records registers), parcel mapping of land records with land database and formation of Service Delivery Centre (SDC). The system will enable landowners to view their respective share in Land/visuals of land being sold/purchased online. Furthermore, the revenue officers will be able to monitor and control all staff activities and correct records according to specific requirements and be able to update Register-Haqdaran-Zameen (Record of Rights) without having to wait for a period of four years.
The proposed Land Management Information System is a hybrid of Management Information System (MIS) and Geographical Information System (GIS). This system aims at documentation of land records in an orderly manner and ensures preparation of maps of land parcels using revenue maps like Massavies and will guarantee updation using high resolution Google Satellite Imageries.
99.Health Insurance66
The government of Khyber Pakhtunkhwa started a micro Health Insurance Initiative on August 7, 2013, in four districts of the province. The project aims to provide medical assistance to the deprived and needy families. The “Health Insurance” initiative plans to cover districts of Kohat, Mardan, Malakand and Chitral. The cost of the project is Rs. 1.16 billion and KP government will provide a share of Rs. 165.9 million of the total. In addition to this, rest of the cost will be covered by a German (Kreditanstalt für Wiederaufbau (KfW)) Development Bank. The program
65 http://www.unhabitat.org.pk/home/digitization-land-records-of-revenue-dlrrat-khyber- pakhtunkhwa/ 66 http://tribune.com.pk/story/587234/health-funding-govt-promises-health-insurance-in-four- districts/ Governance and Service Delivery Innovations in Pakistan 45
DRAFT FOR DISCUSSION will accommodate both public and private health care with an annual threshold of Rs. 25,000 per person and catering to a maximum of 7 people per household. A total of 15,876 households in Chitral, 26,040 in Malakand, 77,135 in Mardan and 36,256 in Kohat are expected to benefit from this. In addition to this, the KP government has offered an extension of the same program by pitching Rs. 250 million more to the health insurance scheme along with Rs. 25 million for 'Insulin for Life' campaign to facilitate the provision of insulin to the impoverished citizens of the province.
100. Mobile Health Services and Health Cards67
This initiative focuses on providing antenatal and post-natal facilities to the citizens present in the remote areas. The team comprises of a female medical officer who along with ultrasound facilities reaches the concerned in a vehicle in order to save the people from the hassle of not being able to receive desired medical help on time. This project has already been launched in 17 Districts.
101. Use of Social Media
The government of KP uses social media to connect to the masses as use of social media is on the rise. Various fan pages are being maintained on Facebook in order to update the masses about latest news and information regarding the various developments in the region. The fan pages include, Naya KPK68, and Government of Khyber Pakhtunkhwa69. Moreover, the Government of KP also has its presence on Twitter where there is latest news and PTI KP Social Media Team manages information regarding upcoming activities in KP and it is operated by the name, KPK Updates70.
C) SINDH
102. Command and Control Centre71
Command and Control Centre was established at a cost of Rs. 120 million with an aim of detecting crime, minimizing traffic jams and maintaining record of rescue responses. It also aims to track unusual or suspicious activity. Moreover, VIP
67 http://khyberpakhtunkhwa.gov.pk/khyberpk/page.php?pageID=659&deptID=321 68 https://www.facebook.com/theKPK/?ref=ts&fref=ts 69 https://www.facebook.com/KPGovt/?fref=ts 70 https://twitter.com/kpkupdates?lang=en 71 http://www.thenews.com.pk/print/58321-cm-inaugurates-command-and-control-centre 46 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION movements can also be monitored through this Centre. This center has an unlimited capacity to cover or view surveillance cameras.
103. SRB online payment through 1-Link switch
SRB has enabled online payment method using 1-Link system for ensuring ease of payments in real-time making the process of payments easy and convenient for taxpayers. This system has made the entire process paperless.
104. Bio-metric system for physical verification of teachers72
Under this biometric verification exercise 175,000 teaching and non-teaching staff across Sindh have been verified. This biometric physical verification aims to control the issue of teachers’ absence and monitor their actual attendance.
105. Command & Control System KMC
Command & control system KMC is a citywide surveillance system in Pakistan. It works on a 24/7 basis with constant video surveillance to monitor movements and activities across the city. This system was developed with an aim to minimize street crimes and managing traffic throughout the city
106.Video Conferencing System73
A video conferencing system has been set up in DCO offices of all the districts including Governor House, CM House, CS Office, and Information Technology Department in Karachi. This system aims at establishing a medium to communicate electronically in order to save travel time, communication costs and other resources while maintaining face-to-face contact.
107. Technology Gadgets for data collection and monitoring
Different technology gadgets are put into use for data collection purposes in various departments, which have a dedicated online application form such as in the case of
72 http://www.thefrontierpost.com/article/351687/over-175-000-education-dept-staffers-verified-by- biometric-system/ 73 http://sindh.gov.pk/dpt/IT/vcs.htm Governance and Service Delivery Innovations in Pakistan 47
DRAFT FOR DISCUSSION
BBSYDP. The form is able to filter out authentic applications by checking the existing database of applicants.
108. Data Center at Bureau of Statistics
Sindh Data Center in Bureau of Statistics aims to strengthen, restructure and become a credible source of information and data for all kinds of users. Furthermore, it helps to upgrade the entire data collection and distribution system. This center also helps to facilitate District, Provincial and Federal Government departments.
109. Vigilance cameras and Control Room
With an aim to monitor, control & minimize crime activity throughout the city and numerous CCTV cameras of the police department have been linked with the newly established command and control center.
110. Online FIR Project74
An Online FIR system has been introduced by the police in Karachi through which a complaint can be registered instantly using the Internet. This system aims to help people avoid the tedious process of visiting police stations. It also aims to assist the police to counter crime in the city. 111. Land Administration and Revenue Management Information System (LARMIS)75
Land Administration and Revenue Management Information System, is a six terra- bytes large database, which is created in order to generate all rural and urban property related documents for the province of Sindh. Moreover, it also helps to record all mutations, transaction through registered deeds and update revenue records with respect to its ownership and usage.
112. Amendment in Sindh Land Revenue Act 1967 and the Registration Act 190876
74 http://sindh.gov.pk/dpt/IT/epolice.htm 75 http://sindhlarmis.gos.pk/ 76 http://borsindh.gov.pk/index.php/documents 48 Governance and Service Delivery Innovations in Pakistan
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The amendment made in the registration act 1908 aims to maintain a computerized/digital record of purchase and sale of property throughout the province. The Sindh Land Revenue Act (SLRA) 1967, aims at maintaining a computerized / digital record of all purchase and sale of Land throughout the province.
113. Digital Mapping Facility77
Geographic Information System uses a digital mapping facility in order to enable citizens to get digital maps of their land possessions. Digital mapping enables to compile and format data into a virtual image and helps to provide maps, which give accurate representation of a particular area. State of the art service centers are established in 14 districts to facilitate people by using the digital mapping facility.
114. Archives Department Automation Project78
“Sindh Archives” is aimed at storing historical records of the government, books and rare literary material. In order to make the records accessible to the researchers and general public alike, in-house software to search different records is developed under the Archives Department Automation Project. This initiative enables the researchers, scholars and students to search through centuries old records This project comprises of numerous search programs namely, Catalogue Search Program, Library Search Program, Map Search Program, Article Search Program, Thesis Search Program, Court files Search Program, Manuscripts Search Program, and Microfilm Search Program.
115. Inter-Sectoral Nutrition Strategy Sindh (INSS)79
As Sindh has a high percentage of malnutrition children the Inter-Sectoral Nutrition Strategy Sindh (INSS) was formulated keeping in view the situation of malnutrition in Sindh. It aims to strive for prevention of malnutrition to have healthy Women & Infants.
77 http://www.borsindh.gov.pk/index.php/projects/land 78 http://www.sindharchives.gov.pk/index.aspx 79 http://www.dawn.com/news/1234074 Governance and Service Delivery Innovations in Pakistan 49
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116.Health Sector Strategy 2012-2080
This strategy was formulated with an aim of regulating the health sector with an aim of health development of the citizens of Sindh while building upon various national and international commitments. The key areas of focus of this strategy include Nutrition, Polio & diseases such as TB, Malaria, and Hepatitis. The strategy also focuses on strengthening the district health systems starting with most under- developed districts of Sindh.
117. Law on Protection Against Harassment Of Women At Work Place 201081
This law was passed in March 2010 with an aim to create a safe working environment free from harassment, abuse & intimidation for women. This act aims to eliminate discrimination in the workplace & to assure that all women fulfill their right to work with dignity
118. Sindh Child Marriage Restraint Bill 201382
Sindh Government is the first to pass a bill of this nature. This bill states that marriage below the age of 18 will be punishable by law. In case of failure to comply with the said bill the parents, bride & groom will be sentenced to up to 3 years in prison and shall be liable to pay fine.
119. Sindh Sanitation Policy83
This policy aims at creating an open defecation free environment, while providing sustainable & equitable provision and distributions of sanitation facilities to the residents of the entire province by 2025. The policy aims to ensure adequate investment to be able to achieve the policy objectives. A committee will be established to conduct annual reviews towards the progress of achieving the policy objectives
80 http://www.trfpakistan.org/LinkClick.aspx?fileticket=1EyZSVfIMkg%3D&tabid=2618 81 http://www.fos-pah.gov.pk/
82 http://rtepakistan.org/wp-content/uploads/2014/11/The-Sindh-Child-Marriages-Restraint-Act- 2013.pdf 83 http://urbandirectorate.gos.pk/Downloads/SSP.pdf
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120. Renewable Energy Initiatives
Sindh government has undertaken several Renewable Energy Initiatives over time. In order to develop Renewable energy Reforms in Sindh a Land Grants Policy 2015 has been made. To ensure the running of RE projects 36000 acres of land has been leased out along with reservation of 42000 acres of RE parks in the province. Moreover, 35 Letter of Intents (LOI) have been issued to numerous investors to ensure development of solar, wind and hydropower projects.
121. Sindh Enterprise Development Fund (SEDF)
The Government of Sindh has established “Sindh Enterprise Development Fund “(SEDF) which aims to encourage investment in the SME Sector. It also aids in creating and instilling entrepreneurial abilities. Moreover. SEDF aims to create value addition in the agriculture sector consequently aiding growth, productivity and intermediary services.
122. Bus Rapid Transit System (BRTS)
“Bus Rapid Transit System” is an initiative taken by the Government of Sindh in order to make transportation more convenient and affordable for the masses. The BRTS has three lines covering different routes. BRT Yellow Line corridor is 26 km in length accommodating 150,000 passengers per day; mounting up to a total cost of is Rs. 13 Billion. While the BRT Orange Line was approved at an estimated cost of Rs. 2.35 Billion and is 4.7 kilometers in length starting from TMA Office Orangi to Board Office Nazimabad where it will be connected to BRT Green Line. Moreover, the BRT Red Line is 21.5 kilometers in length starting From Model colony to Peoples Chowrangi Corridor (Near Mazar-e-Quid) via University Road accommodating 350,000 passengers per day. The estimated cost of this corridor is Rs. 12-15 Billion.
123. Sindh Information Technology Initiatives
The Sindh government has taken numerous IT initiatives. These initiatives include computerization of domiciles, installation of CCTV cameras at minority worship places, digitized system of Zakat distribution, ATM cards for the distribution of funds to underprivileged minorities, biometric registration of government employees, training of computers for 11,000 people under Benazir Bhutto program, and establishment of FM radio for police Moreover, e-Government Application Cloud has been developed to enable data storage on an online server for the
Governance and Service Delivery Innovations in Pakistan 51
DRAFT FOR DISCUSSION provincial government by providing each department with a distinct password and backup system to avoid loss of data. In addition to this program, e-Conference system is to be upgraded in order to provide latest ways for higher officials to connect with each other.
124. Computer Schemes - Excise and Taxation Department84
National Bank of Pakistan had six computerized branches, which were linked online with the Motor Registration Wing; now this count has gone up to 11 branches. The computerization of Motor Vehicle Tax assists in recovery of motor vehicle tax, also helps to provide a detailed database consisting of information related to all the vehicles, which helps in controlling and detecting crimes. Moreover, personalized and irregular number plates have been banned.
125. Monitoring and Evaluation Cell (MEC)85
“Monitoring and Evaluation Cell” is s project launched by The Planning & Development Department of the Government of Sindh. The project aims at overlooking the progress and evaluation of physical and financial aspects of various provincial development schemes through means of field visits. Moreover, it also assists in drafting annual review documents and working papers of ADP on monthly and quarterly basis. In addition to these tasks, it also ensures review and coordination between the various federally funded projects, PMs and President’s directives and also between the Chief Minister’s directives.
126. Benazir Bhutto Shaheed Youth Development Program86
Benazir Bhutto Shaheed Youth Development Program [BBSYDP] is a project undertaken in 2008, with a twin mission of addressing poverty and unemployment. It ensures to train and educate the semi-literate youth ranging from 18 to 35 years of age. This program is designed to provide skilled trainings through professional and technical institutions while also providing on-the-job training by the public and private sector in order to enable the youth to later achieve employment. Moreover, it also provides stipends to various categories of unemployed youth in order to generate some income while they are unemployed. Ever since the inception of the
84 http://www.excise.gos.pk/index.php?option=com_content&view=article&id=66&Itemid=13 85 http://www.mecsindh.gov.pk/ 86 http://www.bbsydpsindh.gov.pk/ 52 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION program, a total of 275,000 young citizens have been trained in 389 trades of 89 employable sectors.
127. Capacity Building of Teachers’ Training Institution and Training of Elementary Schools87
This project aims at improvising and developing the capacity of Teachers’ Colleges and Training Institutions in order to ensure effective delivery of programs. Canadian International Development agency (CIDA) is responsible to ensure the same. It aims at improving the facilities by refining infrastructure, furniture and fixtures, teaching material, library facilities, and hostel and residential facilities of Teachers’ Training institutions. In addition to this the project also plans to provide stipends and scholarships to pre-service candidates. Sindh Education Teachers’ Training Project (SETTP) and Canadian International Development Agency (CIDA) are working in close collaboration with each other to ensure that the objectives are met. Moreover, the project enables the improvisation of quality of basic education and ensures the access of under-privileged citizens’ to education keeping no gender bias. Through this entire drill the project aims to achieve a strengthened education system with equity and quality in primary education and also create a gender-sensitive and female friendly teachers’ education.
128. Reform Support Unit88
“Reform Support Unit” has been conceptualized and developed in order to build the capabilities and capacities of the Department of Education of Sindh. This is achieved by identifying the issues that the education sector is confronted with and in turn devising solutions objectively. RSU comprises of three wings; policy wing; monitoring and evaluation wing; and EMIS wing. The policy wing helps in creation and development of policies for the department, the M&E wing exists in order to create and help with developing reporting techniques and also evaluating various interventions performed by the department of Education. Lastly, the EMIS wing consists of the Sindh Education Management Information System (SEMIS), which helps with provision of data in a timely manner.
129.Tax Reforms Unit89
87 http://www.sindheducation.gov.pk/parteners/cida.jsp 88 http://www.rsu-sindh.gov.pk/aboutus/introduction.php 89 http://budget.par.com.pk/tag/tax-reform-unit/ Governance and Service Delivery Innovations in Pakistan 53
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“Tax Reforms Unit” has been established within the finance department of Sindh in order to enhance provincial tax collection.
130. SMS Registration - Karachi Electric Supply Company90
“SMS Registration” is a service introduced to offer KESC customers an ease of accessibility. Through the SMS facility the customers can remain updated with the load shedding schedule, report technical breakdowns, inquire about planned and emergency power outages and also make inquiries and complaints regarding their bills.
131. 118 Response Centers 24/7 - Karachi Electric Supply Company91
“118 Response Centre 24/7” is a service developed in order to facilitate the customers of KESC by providing them with assistance 24 hours a day and 7 days a week. The Response Centre provides the same level of assistance as available at the Integrated Business Centers (IBC). Customers can reach the Response Center by calling (021) 118 or (021) 99000 and the representatives can help them with General inquiries, Technical/emergency complaints, Billing complaints and New connection inquiries/complaints.
132. Land Administration and Revenue Management Information System92
“Computerization and Establishment of Land Administration and Revenue Management Information System” is a system that aims at digitizing land ownership records. These records are available for public access in three district service centers as of now. Government aims at extending the access to Peoples Service Centers at Hyderabad, Karachi (Malir), Karachi (Central), Thatta, Tando Mohammad Khan, Badin, Matiari and Jamshoro.
133. Automation of Stamp & Registration93
In order to enhance and improve the Revenue generation in RS&EP wing, Board of Revenue, Sindh, automation has been brought about in working procedures by
90 http://www.ke.com.pk/customer-services/sms-registration/ 91 http://www.ke.com.pk/customer-services/call-center/ 92 http://tribune.com.pk/story/933591/deh-to-taulka-in-epic-sweep-sindhs-land-records- computerised-service-centres-opening/ 93 http://borsindh.gov.pk/index.php/projects/automation-of-stamps 54 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION computerizing all sorts of property transactions and stamp sales. Various areas where automation has been done include stamp revenue collection, distribution of stamps, and demand generation processes for inventory management. Moreover, District accounts, treasury offices and Sub-treasury offices have also been automated. In addition to this, automation helps with generating online reports of various records, ensures record safety and security, makes revenue collection accurate and transparent, helps in extracting statistical data for daily registration and provides updated data for generation of departmental budget.
134. Karachi Education City94
“Karachi Education City“ is a project of Government of Sindh for which it has designated an area of 9000 acres. The project aims at developing the higher education sector and attracting high foreign investment in the education sector of the economy. An authority that will oversee the entire management and development of KEC will independently manage it. In order to secure the land the Government of Sindh has been requested for a release of funds, while conducting a topographic survey, building boundary walls and constructing elevated towers is still in process.
135. Marble City95
“Marble City” in an initiative taken by the Government of Sindh as a result of the success of economic zones and industrial estates in developed and newly industrialized countries. This project aims to contribute to and invest in the granite and marble sector of Sindh. This will create immense opportunities and investment options for entrepreneurs associated with high-end technology, innovation and services. Moreover, it will create value addition to stone and mineral resources of Sindh along with helping to attract FDI for processing and production. In addition, as more training will be provided for teaching of new skills, therefore, more income can be created and also more jobs will be created through this process. Furthermore, this initiative will help to increase the marble and granite exports of the country.
136. International Special Economic Zone (SEZ)96
94 http://www.sbi.gos.pk/karachi-education-city.php 95 http://www.sbi.gos.pk/marble-city.php 96 http://www.sbi.gos.pk/international-special-economic-zone.php Governance and Service Delivery Innovations in Pakistan 55
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“International Special Economic Zone” is an initiative that aims at facilitating new and existing businesses that have relocated from other developed countries by way of providing latest infrastructure and affordable and skilled workforce. Two thousand acres of land has been allocated for this zone by the Government of Sindh on National Highway in Dhabeji area of Thatta District. The land is in close proximity to Port Qasim, which is only 50 kilometers away from the Airport. In order to attract investment under this initiative, DTS Group of Japan will build a state of the art Industrial Enclave for which a Memorandum of Understanding (MOU) has already been signed. This enclave will be built on 250 acres of land under Japan Special Economic Zone, Dhabeji, Thatta. Moreover, Sindh Board of Investment (SBI) will serve as the facilitator of the project and will oversee the infrastructure development. In order to finalize arrangement for infrastructure development, the provincial government is engaged with Japanese, Korean, Chinese and other potential foreign investors.
D) BALUCHISTAN
137.Balochistan Safe City Project97
“Balochistan Safe City” project is an initiative undertaken by the government of Balochistan in order to improve the law and order situation along with reducing crime in the city of Quetta. It aims to provide centralized mechanisms for Command, Control, Communications and Intelligence (C3I). Furthermore the project plans to ensure monitoring of public gatherings and processions in addition to devising mechanisms to distinguish the law-abiding citizens without having to stop at check posts to identify the troublemakers. Introduction of new technology to devise techniques to ease traffic congestion is another important objective of the project.
138. Balochistan Teacher Education Strategy98
“Teacher Education Strategy (TES)” is a project introduced by the Government of Balochistan in 2013 in collaboration with Department of School Education and USAID Teacher Education Project. This initiative aims at improving the environment of school learning by educating outstanding prospective teachers. It is designed to enhance collaboration between various teacher education institutions and in turn improve the quality of female teacher education.
97 http://www.balochistan.gov.pk/~balochi/index.php 98 http://www.knowledgeportal.pakteachers.org 56 Governance and Service Delivery Innovations in Pakistan
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E) FEDERAL GOVERNMENT
139. Islamabad Safe City Project99
'Islamabad Safe City Project” aims at providing safety and security to residents of the city. This will be achieved by installing 1500 surveillance cameras at the main locations in the city and the police will be allocated funds in order to establish an intelligence network and provide technology based facilities. In the advent of any suspicious activity the police will ensure rapid action and special chips will be installed on vehicles to alert the police whenever there is a security emergency. After the completion of the introduction of the project in Islamabad it will also be extended to Rawalpindi as well.
140. Multiple Projects by SUPARCO100
Pakistan Space and Upper Atmosphere Research Commission (SUPARCO), is a national space agency, which was established in 1961. SUPARCO has many innovations to its credit and conducts research and brings about innovations in the field of space science and space technology. Satellite Remote Sensing is an initiative undertaken by SUPARCO in order to cater to water losses due to poor irrigation methods by mapping irrigation networks along with settlements, roads, and irrigation units. Moreover, other advancements include Geographic Information System (GIS) database development, which comprises of 44,000 watercourses in Sindh, 58,000 in Punjab and 15,000 in KPK along with image digitization and GIS customized application development for LAN/mobile devices/Web. Various projects using GIS services include GIS for Emergency Response and Control Centers used by Pakistan State Oil (PSO), Vehicle Tracking and Monitoring System used by Punjab Highway Patrolling Post (PHPP) & Tracking Companies, Security GIS, National Land use Plan used by Ministry of Environment, Punjab and Digital Maps for Local Wireless Loop (WLL) used by PTCL. In addition to this, SUPARCO conducts various land surveys, which include Topographic and Leveling Surveys; GPS based ground surveys, and Ground Truthing Surveys. Various projects using these services include Survey for Karachi Mass Transit Project used by the Government of Sindh, Survey of Oil Pipeline Route used by Attock Refineries Ltd. Etc.
99 http://www.thenews.com.pk/print/46490-islamabad-safe-city-project-launched-to-ensure- protection-of-citizens 100 http://suparco.gov.pk/webroot/pages/intro.asp Governance and Service Delivery Innovations in Pakistan 57
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141. Sabaq Foundation e-Learning initiative101
Sabaq Foundation was founded in 2012 as a Non-Profit Organization in collaboration with the Government of Pakistan. It aims at providing and developing tutoring videos for English medium students across Pakistan, however the lectures are covered in Urdu to ensure understandability. All the tutoring videos are published free of cost on the official website (www.sabaq.pk). Moreover, the tutoring videos currently cover Nursery, Kindergarten 1 and 2, Class 1, 6,7, Matric Intermediate and O-Level Cambridge. In addition the courses include Mathematics and English for all levels of education and Physics, Chemistry and Biology for Matric, O-Levels and Intermediate level students. It also plans to venture later into lectures for Urdu-medium students across Pakistan.
142. Verisys102
“Verisys” is a project introduced by NADRA, which aims to offer an easy to use tool for the verification of the citizens in the country. In order to eradicate any source of fraud and forgery, Verisys serves as an authentication process to offer transparency and validation by performing online verifications of Pakistani citizens to the government, private and corporate sectors. It functions by displaying the front and rear images of the CNIC with any additional hidden information for verification purposes.
143. Automated Border System103
“Automated Border Control (ABC)” is another NADRA initiated project, which aims to provide a tool for law-enforcement agencies to ensure the control of any sort of illegal immigration and human trafficking. The Border Control System is fully automated and linked with the central Passport server. It also performs on the spot Facial Recognition and Fingerprint Identification to verify e-passport and other travel documents. Automated Border Control System is equipped with Optical reading and identification of travel documents, Identification of travelers through AFIS and Facial 1:1 match, Validation of PKI by reading MRZ and 2D Barcode PDF 417, Identification of traveler’s data and UV images and tallying with the Blacklist and Exit Control List (ECL). Moreover it keeps the record of automated data
101 http://www.sabaq.pk/aboutus.html 102 https://www.nadra.gov.pk/index.php/solutions/corporate/verisys- 103 https://www.nadra.gov.pk/index.php/solutions/e-governance/automated-border-control 58 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION verification, passenger travel history, flight information, destination, port-of-origin, nationality, verification log and officer’s comments.
144. E-Vehicle Management System104
“E-Vehicle Management system” has been developed by NADRA and is aimed at using Radio Frequency Identification Device (RFID) to identify vehicles approaching ‘manned’ & ‘unmanned’ Check-Posts at entry/exit with real-time monitoring at the central control room. In order for the system to be functional an RFID contact-less chip is placed on the vehicle, which contains all the details of the owner and is installed on the windshield of the car. A few designated check posts have special RFID antennas installed along with static scanners and magnetic loops, all the information of each passing vehicle is scanned and this information includes time stamp, details of the owner of the vehicle and the specifics of the check post and is recorded in real time at the central control room. In case of any suspect vehicles, alerts are generated as soon as the vehicle crosses a particular check post. The “e- Vehicle Management system” has a set of elements which include “Vehicle Identification and Monitoring System (VIMS)” which is a system in which all the vehicles are issued unique Vehicle Vehicle Identification Numbers (VIN), which are then embedded into the RFID chips. This system helps the authorities to monitor the traffic levels at the check posts consequently helping them to minimize vehicle theft and smuggling. Another element is that of “Vehicle Access Control System (VACS)” controls the access of vehicles beyond certain points, gates and levels. This system comes in handy while regulating the flow of vehicles beyond exit/entry points of restricted regions and helps to record information about the visitors. The third element is “Vehicle e-Toll Collection System” which electronically collects toll on highways and motorways by vehicles bearing the e-tag. This is installed at toll plazas and it not only collects the toll but also generates reports on financials and traffic turnover.
145. Biometric Attendance Control System105
“Biometric Attendance Control System” is a system developed by NADRA in order to provide automated time and attendance control. This system records the entry and exit time for each employee and generates reports to be later viewed and reviewed by the management. Enterprise Resource Planning Tool is the most compatible with Biometric Attendance Control System, however other employee databases can also
104 https://www.nadra.gov.pk/index.php/solutions/other/e-vehicle-management-system- 105 https://www.nadra.gov.pk/index.php/solutions/corporate/biometric-attendance-control-system- Governance and Service Delivery Innovations in Pakistan 59
DRAFT FOR DISCUSSION work with it. The system is workable with any size of the organization ranging from small to medium to large sized employers.
146. Personal Identification Secure Comparison and Evaluation System106
“Personal Identification Secure Comparison and Evaluation System (PISCES)”is a project that aims at enabling the immigration and law enforcement authorities to access and scan important information of the travellers in order to validate their identity and if needed detain any individuals who appear suspicious. It ensures that all ports at exit/entry are linked and all the law enforcement agencies work in close coordination at the immigration control. The system contains consolidated information from all law enforcement agencies namely Immigration, Police, Narcotics Control, Anti-smuggling, and Intelligence Services. Another objective of the project is to control human trafficking by maintaining records of all incoming and outgoing travellers at the immigration control.
147. National Response Centre of Cyber Crimes (NR3C)107
“National Response Centre of Cyber Crimes (NR3C)” is a project that aims at providing a single point of contact for all local and foreign organizations to communicate about matters and issues related to cyber crimes. It also ensures that necessary training is given to related people in the government, semi-government and private concerns. Moreover, NR3C is focusing on providing important cyber crime related information to various organizations by way of conducting numerous seminars in order to protect sensitive information from cyber attacks. In addition to this, Reporting & Investigation Centre for all cyber crimes is another major objective of NR3C. Under this project, Computer Emergency Response Team (CERT) has been established to provide electronic forensic and cyber investigation services to the police along with dealing with high technology cyber crimes by investigating and prosecuting cyber criminals.
148. National Skills Information System108
“National Skills Information System” has been developed by National Vocational and Technical Training Commission (NAVTTC) under Technical and Vocational
106 http://fia.gov.pk/en/PISCES.php 107 http://fia.gov.pk/en/NR3C.php 108 http://115.186.163.30:8080/skillingpakistan/?q=%3Fq%3Dcontent/national-skills-information- system 60 Governance and Service Delivery Innovations in Pakistan
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Education and Training (TVET) Reform Support Program in order to provide demand driven workforce according to the conditions of the industry/employer. This system aims at providing a dependable and reliable Skills information system that can assist in the development of the demand driven workforce. Moreover, it plans to develop a system that aids the distribution of information to the concerned and relevant parties in order to provide accurate information regarding demand and supply to TVET planners, training institutions, industry, academia, students and public in general. This system also targets to solve the issue of unemployment by adjusting the demand and supply of skills.
149. PM's Youth Training Scheme109
“PM's Youth Training Scheme” is aimed at training the youth of Pakistan by providing them with internships both in the public and private sector. Under this scheme the allocation of interns will be made in accordance with the NFC award and FPSC's recruitment criteria for provincial/regional quotas. Furthermore, the selection of the interns will be made according to their domicile however the allocations can be made outside their regions depending on the demand profiles and how their profile is matched to available positions. The interns will receive a stipend of Rs.12, 000 per month for 12 months and total number of allocations of interns per year will be 50,000.
150. PM's Youth Skills Development Program110
“PM's Youth Skills Development Program“ is a project executed by NAVTTC/Ministry of Education and Trainings, in collaboration with Provincial TEVTAs and other Government/Private Sector Skills Training Institutes. These parties are also responsible for the design of the program. The program aims at training the unemployed youth of Pakistan in order to develop their existing skills and acquiring new skills to ensure employment in the future. All men and women up to the age of 35 years with middle level education are eligible to benefit from this program. The fee support would be Rs. 5000 per month for six months and the stipend given to the students would be Rs. 2500 per month for six months however, for FATA students, the stipend will be Rs.3500. Moreover, the program will include one month of on-the-job training out of the six months training program. The number of people to be trained annually will be 25,000.
109 http://youth.pmo.gov.pk/Youth-Training-Programme.php 110 http://youth.pmo.gov.pk/Youth-Skills-Development-Programme.php Governance and Service Delivery Innovations in Pakistan 61
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151. PM's Youth Laptop Program111
“PM's Youth Laptop Program“ is aimed at spreading the use of computer technology amongst the college and university level students. In order to achieve this target, 100,000 laptops are to be given to students each year on merit.
152. PM's Fee Reimbursement Scheme112
“PM's Fee Reimbursement Scheme” is an initiative taken to encourage the under- privileged citizens from under-developed areas of the country to pursue higher education. This initiative will ensure the payment of tuition fees directly made to the concerned universities in order to provide financial assistance. The program will guarantee payment of an average tuition fee of Rs.40, 000 per year. The total number of reported beneficiaries for the year 2013 to 2014 has been 50,000.
153. PM's Interest Free Loan Scheme113
“PM’s Interest Free Loan Scheme” is aimed at providing a Micro-finance facility to the poor rural and urban citizens with a poverty score ranging between 18.5 and 40. Under this program, double dipping will not be entertained and the recipients of loans under Benazir Income Support Program (BISP) will not be allowed to take loans under this scheme. However, not all those having a poverty score of up to 18.5 are BISP recipients, therefore they are eligible as long as they meet other requirements. Half of the loan recipients are going to be women and a total of 250, 000 loans will be extended with an average loan of Rs. 25,000 ranging up to Rs. 50, 000. As per the Micro Finance Network (MFN) statistics, the districts in which microfinance beneficiaries are 12 percent or lower will be given first preference.
154. National TB program114
“National TB Program” is a program integrated with Primary Health Care (PHC) system, which is implemented by the district health authorities with the support of Provincial TB Control Programs (PTPs). It aims at reducing the number of reported TB cases by 50% until 2025 in comparison to the number in 2012. Furthermore, the project plans to increase the number of notified TB cases from298, 981 in 2013 to at
111 http://youth.pmo.gov.pk/Youth-Laptop-Programme.php 112 http://youth.pmo.gov.pk/Fee-Reimbursement-Scheme.php 113 http://youth.pmo.gov.pk/Interest-Free-Loans-Scheme.php 114 http://www.ntp.gov.pk/cmsPage.php?pageID=7 62 Governance and Service Delivery Innovations in Pakistan
DRAFT FOR DISCUSSION least 420,000 by 2020 whilst maintaining a treatment success rate of 91%. In addition to this, a 5% reduction is expected in occurrence of MDR-TB among TB patients until 2020 along with ensuring increased operational management capacity and public sector support for the program by 2020.
155. PM’s National Health Insurance Program115
“National Health Insurance Program” is a project aimed at extending help to the underprivileged citizens across the country. Through this project the citizens are provided with medical health care without any financial obligations. Various treatment packages are available under this project. Secondary Care Package offers coverage of Rs. 50,000 and includes In-patient services (All medical and surgical procedures), Emergency treatment requiring admission, Maternity services (Normal Delivery and C-Section), Maternity consultancy (up to 4 times before and once after delivery), Treatment of fractures/injuries, Local transportation cost of up to Rs. 350 (thrice per year) and provision of transport to tertiary care hospitals. Priority Treatment Package offers coverage of Rs.250, 000 and includes in-patient services (All medical and surgical procedures), Treatment for Heart diseases (Angioplasty/bypass), Treatment for Diabetes Mellitus, Treatment for Burns and RTA (Life, Limb Saving Treatment, implants, Prosthesis), Treatment for end-stage kidney diseases/dialysis, Treatment for Chronic Infections (Hepatitis/HIV), Treatment for Organ Failure (Liver, Kidney, Heart, Lungs) and extensive treatment for Cancer (Chemotherapy, Radiotherapy, Surgery)
156. Non-Communicable Diseases (NCDs) Unit116
“Non-communicable Diseases (NCDs) Unit” is an initiative taken by The Ministry of National Health Services, Regulations and Coordination (MNHSRC) in collaboration with the World Health Organization (WHO) in order to control and battle with non- communicable diseases. Provincial and national units have been established and consultations have been carried out to look into the problem at length. Cigarette packs have new pictorial warnings and higher taxes have been levied on tobacco in order to curb the problem.
115 http://pmnhp.nadra.gov.pk/about-us/ 116 http://nhsrc.gov.pk/messageDetail.php?message_id=4 Governance and Service Delivery Innovations in Pakistan 63
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157. Home Delivery Service of Passports117
“Home Delivery Service of Passports” is an initiative by NADRA aimed at eliminating long queues outside the passport office for passport collection and in order to control mafia outside passport office which charges extra fees from passport applicants by exploitation of their need to speed up the process.
158. Online Passport Tracking System/ Tracking via SMS118
“Passport Tracking System via SMS” is a service that was initiated on October 12th, 2013. It allows all the applicants to track their Machine Readable Passports (MRPs) using their cellular phones by means of an SMS without undergoing any hassle. In order to track the passports, an 11-digit number needs to be sent to 9988. In addition to this, “Online Passport Tracking System” enables the applicants to check the status of their Machine Readable Passports (MRPs) online through the official website and this can be done by using an already created Username and Password. Each user can track his/her passport only three times per day and this service is free of cost. This eliminates the entire process of repeated visits to the passport offices and also prevents the intervention of any agents who exploit the passport applicants and make money through exploitation of their need to save time and botheration. Any such agent is to be immediately reported.
159. NADRA Verification Systems119
National Database and Registration Authority (NADRA) has taken various initiatives regarding biometric verification. Mobile SIM verification has been one of the recent projects undertaken by Pakistan Telecommunications Authority (PTA) in collaboration with NADRA. Mobile SIM verifications were done in 2014 and re- verifications took place in 2015. This initiative was taken in order to clean an already suffocated telecommunications’ environment and to ensure the eradication of misuse of SIM cards. Moreover, NADRA has taken another initiative, which is the biometric verification of voters in elections in order to differentiate between genuine and fake voters120. Recently, the Parliamentary Committee on Electoral
117 http://www.pakistantoday.com.pk/2015/11/11/national/nisar-launches-passport-home-delivery- service/ 118 http://www.dgip.gov.pk/Files/SMS.as 119 http://www.dawn.com/news/1162010 120 http://paktribune.com/news/Nadra-agreed-to-provide-its-data-in-elections-for-biometric- verification-275424.html 64 Governance and Service Delivery Innovations in Pakistan
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Reforms has approved the idea of “Hardware Security Module” proposed by NADRA for offline verification of voters during polling. This has been done keeping in view the threat to the security of data during elections.
160. Mobile Payments’ Initiatives
Various Mobile Payments’ initiatives are being undertaken in collaboration with the government of Pakistan. Recently, Summit Bank Ltd. has joined hands with Government of Pakistan for its G2P initiatives in order to provide financial help to the poor families across Pakistan through the Benazir Bhutto Income Support Program (BISP) in three categories. They include BISP Mobile Payment Project, BISP Debit Card Project and BISP Waseela-e-Rozgar Project. The BISP Debit Card project is already up and running however the Mobile Payment Project is underway. In addition to this initiative, Bank of Punjab has also signed a Memorandum of Understanding (MoU) for digitizing of Government payments with Karandaaz, Pakistan. Through this initiative, Karandaaz will provide assistance to Bank of Punjab for its G2P and P2G projects. Various transactions will include distribution of beneficiary funds, salaries, as well as collection of taxes, challans and other P2G transactions. Moreover, another initiative is being launched by Telenor Pakistan known as “Realizing Digital Pakistan” in which one of Telenor’s major targets is to strength the e-commerce industry of Pakistan through the launch of mobile payments. For this initiative Telenor will join hands with the Government of Pakistan and aims to have this project up and running by 2025.
SECTION III – SHORTLISTING INNOVATIONS
The initial plan, as per terms of reference, was to identify and select small-scale innovations that can be scaled up through an innovation support system created by the government. However, it seems that many of these innovations have a predominant technology focus and although have been initiated by respective departments, but are supported through sound IT-based institutions such PITB, Urban Unit, etc. Innovations, without the use of technology, are rare and in some cases are not considered ‘innovations’ in the narrow sense of the term.
It is therefore recommended that rather than shortlisting a handful of innovations, a few themes should be selected and thematic discussion around those themes can cover a number of relevant innovations. The case studies would instead be replaced by thematic papers on the suggested themes. It is important that besides, government innovations, the thematic discussions should take into account relevant private sector examples that can have implications for governance and service delivery. Similarly,
Governance and Service Delivery Innovations in Pakistan 65
DRAFT FOR DISCUSSION some of the relevant examples from comparable countries can also be included. The final report on such innovations could be around the theme of ‘Technology, Innovation & Government – The Case of Pakistan’.
Thematic Focus
While reviewing the canvass of government functioning and public service delivery, theoretically there are a number of areas where technology can bring in innovation and bring improvements. This could be done either from improvements within government’s own machinery, or through government-citizen interface, or in some cases government accessing data from the private sector generating new insights through data mining. The technology-related interventions identified in the long list belong to one of these three areas, however, the following six thematic areas have emerged as clear trends:
1. Use of spatial data, satellite imagery and GIS 2. Citizen voice and accountability - feedback & engagement, to improve service delivery through better accountability and engage through databases and data repositories, coupled with digitizing government-to-citizen interfaces and use of social media 3. Use of technology in improving government’s capability and digitization of records 4. Data mining and open data 5. Use of smart phones 6. Mobile payments
Based on these themes, some of the examples that can be included are listed below:
Use of Spatial Data Citizen Voice and Accountability & Government-to-Citizen Interfaces
GIS and use of satellite imagery have This is one area that gained popularity in gained special importance in Punjab and from there on spread to government functioning over the last other parts of the government. The few years and government has adopted interventions under this theme are the technology in many sectors for centered around citizen feedback and varying purposes such as monitoring, engagement to improve service delivery planning and reporting. The examples through enhanced accountability and range from crop estimation techniques use of databases and data repositories to employed by SUPARCO to real time generate wealth of information. There monitoring of rural roads program in are a number of examples using this Punjab. approach from Punjab and federal government.
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DRAFT FOR DISCUSSION
The G2C interface digitization and automation offers greatest returns in the short term by providing easy access to public services. Other uses include use of social media platforms to disseminate information. Examples range from domicile and passport services to developing full-scale citizen portals.
SHORTLISTED INTERVENTIONS SHORTLISTED INTERVENTIONS SUPARCO satellite-based crop assessment; road monitoring in Punjab Use of citizen feedback system in Punjab through satellite data; property tax GIS; and federal government; farmer disease surveillance databases; Complaints lines; Domicile management; MVR; citizens’ portal; social media presence of government organization;
Internal Government Functioning Data Mining & Open Data
Technology has also been used to This is the least common thematic area improve various aspects of functioning within the government however, both of the government. These applications of these areas provide tremendous technology pertain to improved potential to make use of technology. efficiency, better information leading to informed decisions, swift communication, etc.
SHORTLISTED INTERVENTIONS SHORTLISTED INTERVENTIONS
Biometric attendance; Safe City projects; PITB suicide attacks tracing Forensic labs; Whatsapp groups for swift internal communications; ABC; MIS in various departments; Land record computerization projects; Beneficiary identification such as NADRA, Voters list and mobile SIMS verification;
Use of Mobile Phones Mobile & Digital Payments
Over the years, a number of public sector Mobile payments is another area, agencies have capitalized on increased although is not commonly adopted, use of mobile phones and have which provides tremendous growth embraced business models that make potential. The mobile phone companies
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DRAFT FOR DISCUSSION use of mobile phones. Such models are heavily investing in enabling mostly pertain to monitoring but there platforms. are other uses as well.
SHORTLISTED INTERVENTIONS SHORTLISTED INTERVENTIONS
Various M&E initiatives in GoPb, BISP Mobile Payment Project; BOP G2P including MEAs for education and health Projects
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SECTION IV – WORK PLAN / RAPID ASSESSMENT PLAN
The rapid assessments would be need detailed information about selected interventions, within each theme. This information would inform the discussion and showcase these examples. Following steps have been suggested in this regard:
1) Counterpart Identification & Liaison – The following counterparts will be approached by UNDP:
• Punjab – Punjab Information Technology Board; Urban Unit • Sindh – Information Technology Department • Khyber Pakhtunkhwa – Directorate of Information Technology • Baluchistan – Science and Information Technology Department; • Federal Government – Ministry of IT; NADRA; SUPARCO
2) Request for Information – UNDP (project team) will request the relevant stakeholders for information around pre-identified interventions, included in the short list. However, they would also be provided info on all six themes and would be asked to recommend any other intervention, if they wish. The information will be requested as per the format attached at the end. The draft letter is also attached at the end.
3) Focal Person – As part of the information request, counterpart organizations will also be requested to provide details of the focal person for each innovation as well as for overall coordination.
4) Field Work – In the interest of time, field work will commence early, even before the response from counterpart organizations, however, the focal persons will be reached out for further details on each innovation.
5) Timeline - The field work will commence after the submission of this report, however, it is expected that it will conclude within 4 weeks of the receipt of the responses.
NOTE: The details of case studies would also inform typological and policy analysis report. The innovation award and fund design documents will be submitted separately.
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DRAFT FOR DISCUSSION
INFORMATION REQUEST FORM
(1) Name of the Project/Intervention
Please state the name of the project
(2) Need/Rationale for the Project
Please explain what necessitated the project or what were the challenges or bottlenecks that are supposed to be addressed by this project.
(3) Description of the Project
Please explain in detail the project scope and its activities.
(4) Sponsor
Who was the sponsor or founder of the project?
(5) Date of Initiation
Please explain when was the project initiated. If the project is not yet complete and still under development phase, please explain.
(6) Implementation Arrangements
Who is the client department? Who implemented the project? What are the current implementation arrangements?
(7) Cost Estimates & Financing Details
Please provide the detailed cost estimates of the project. Please include initial capital costs as well as recurrent costs. Also mention the financing source that whether it has been financed through development budget, recurrent budget, community, donor or other.
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(8) Benefits to Government
Please state the benefits delivered to government by the project.
(9) Benefits to Citizens
Please state the benefits delivered to citizens by the project.
(10) Estimated Number of Beneficiaries
Please state the estimated number of beneficiaries (or other relevant data on project functioning) per month (or in any other period).
(11) Need for Improvements in the Project/Intervention
Please explain if there are any improvements that need to be made in the project to make it more effective.
(12) Plans for Scale up or Replication
Are there any plans to scale up the project or are there any plans to replicate it elsewhere? In case of scale up how much financing would be required?
(13) Focal Person & Contact Details
Please provide the name and contact details of a contact person, who can provide further details on this project, if required.
(14) Selected Pictures
Please provide some pictures of the project or relevant to the project.
DRAFT LETTER FOR COUNTERPARTS Governance and Service Delivery Innovations in Pakistan 71
DRAFT FOR DISCUSSION
[NAME] [TITLE] [ORGANIZATION & ADDRESS]
[DATE]
Subject: Technology Backed Innovations in Government
Government of Pakistan has developed Vision 2025, which recognizes institutional reform and modernization of the public sector as one of the seven pillars of development and growth framework. To actualize this pillar of Vision 2025, UNDP is working with Government of Pakistan to implement a program for enhancing efficiency, effectiveness, transparency and accountability through institutional reforms and robust performance management. UNDP has signed a four-year programme with MoPDR titled “Reforms and Innovation in Government for High Performance”.
During the recent years, various government departments and agencies have made use of technology-backed innovations and systems to improve service delivery. There is a need to take stock of such innovative measures and disseminate the success stories of e-governance in Pakistan. For this purpose, we are collecting information from a number of agencies, regarding some of these interventions. In particular, we are looking for interventions in six themes, including: a) Use of spatial data, satellite imagery and GIS; b) Citizen voice and accountability - feedback & engagement & digitizing government-to-citizen interfaces; c) Use of technology in improving government’s capability and digitization of records; d) Data mining and open data; e) Use of smart phones; and f) Mobile payments.
For [Name of province/agency], we are particularly looking at ______[Name of projects]______
We’ll greatly appreciate if you can provide the details of these projects on the attached form (one form per project). In addition, please fee free to suggest any other projects falling under these themes. We are looking for approximately two examples per theme from each province. Sincerely
FRIDA KHAN TEAM LEADER
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