TN URBAN TREE INFORMATION SYSTEM – Technology enabled Urban Governance – Directorate of Municipal Administration and Water Supply Department

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Technology-enabled Urban Governance 

Problem

• Need for physical visits to ULB to avail of specific services. 
• Revenue records were not maintained properly. 
• The performances of employees/schemes/projects/ULBs were difficult to monitor.
• Applications, complaints and files were pending for a long time at a particular desk. 
• The public was not trusting ULBs and the financial capabilities of ULBs were untraceable.

Solution

• Introduced touch points, citizen portal and mobile apps to avail all citizen services. 
• Integrated revenue and expenditure with double entry accounts module.
• Facilitated MIS and dashboards to senior officials for monitoring purposes.
• Implemented workflow-based administrative and technical sanctions for monitoring.
• Routed applications received through counter and portal to respective officials across the state using workflow.

Challenges

• Enabled SMS, email and 24×7 Citizen Services. 
• Facilitated role-based access to applications used by ULB employees by conducting extensive training
• Any third party can online validate the certificate/license/approval issued by ULBs.
• The application is 100% operated by only ULB officials. 
• Employees can access the application at any time, like after office hours and even during travel.

Outcomes

• Data Migration from 158 ULBs to form a single integrated Database
• Impart training for all ULB officials based on their roles and modules across the state.
• Maintaining application and infrastructure performance
• Motivating officials at all levels
• Unicode issue during servers upgradation

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Case Study

Technology-enabled Urban Governance 

Introduction

A proven single and complete integrated urban e-Governance solution made operational across Tamilnadu covering 138 Municipalities and 20 Corporations.

Problems

The citizens need to visit ULB to avail of specific services. The revenue records were not maintained properly. The performances of employees/schemes/projects/ULBs were difficult to monitor. Applications, complaints and files used to stay pending for a long time at a particular desk; thus, the public was not trusting ULBs. 

Solutions

The department introduced touch points, a citizen portal and mobile apps to avail all citizen services and integrated revenue and expenditure with a double-entry accounts module. MIS and dashboards are provided to senior officials for monitoring purposes. The workflow-based administrative and technical sanction is implemented for monitoring and Routed applications are received through counter and portal to respective officials across the state using workflow.

Outcomes

The solution facilitated urban services of the department to the citizens near their doorsteps, bringing transparency and offering a citizen-friendly environment. This strengthened employee/customer services and reduced human interventions in all transactions with a robust system to cater to the process.

Challenges

The conundrum of duplication of cost, effort and time in terms of getting the beneficiaries to work ready. The same candidate went through the training twice, once funded by the government and again by industries.

Innovation

The department used modern IT technology to reach scale, increase impact and improve monitoring and evaluation. Re-engineering the ULB process helped to avoid all manual interruptions. The department developed a mobile application for citizen payment and implemented Always-ON high availability at DC and DR. 

Opportunities

The department plans to roll out at 400+ Town Panchayats and to extend the urban tree information system into rural Areas. It is also targeted to procure and strengthen Hardware infrastructure and to integrate with other related state departments.

Summary

The project’s main objective is to improve the delivery of urban services by enhancing the quality of urban infrastructure and strengthening the institutional and financial framework in ULBs.

For more information, please contact:
Mr PONNNIAH PAULCHAMY, Director of Municipal Administration , Municipal administration and Water Supply Department , Government of Tamil Nadu at cma.tncma@nic.in

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