| 4. In which ways is the initiative creative and innovative?
- File tracking system is designed to keep tracking of file. File tracking system basically starts with new file generation, as whenever a new file entered into the system, then a unique id is given to the file. Location of file is set pending on current system. With every moment of file, employee needs to keep track of the file. For example if file got entered on table-1 then its first location should be kept pending on table-1 and when file is sent to table-2 then its new location with date-time stamp is marked into the system. Every movement of file is record in this way. When the file goes to any senior officer or decision making authority, then authority passes the order and send it to concerned branch-table for last action taken. Based on file’s unique-id, its movement is tracked from its origin to last destination.
- Based on the experience of file tracking EWMS web-portal developed for technically tracking of files. A web-portal is developed using some basic technology to automate the whole procedure.
- All the branches and table were indentified and personal logins with secure credentials created for every user in the EWMS system.
- Intensive training and technical support to staff of collector office Mehsana to use EWMS portal.
- Small survey got done to identify the need of new computer hardware, so that actual need can be identified. Based on survey purchase of computer hardware and various other IT products were done to balance the resources equally among the staff.
- Every staff member was instructed to enter all file pending on his/her table should be entered into the EWMS system. By entering all file unique if of each file got generated and a bar coded receipt also got printed of for each file. Printed receipt got affixed on each file.
- After entry of 100% files, file movement is started. Every staff member also instructed to move file electronically in EWMS along with physical movement of file.
- By tracking every movement of file various reports i.e. file pendency report, work load report, efficiency report, list of highly efficient employees, list of poor employees.
- Regular meetings for evaluation of work done in EWMS web-portal by employees of collector office mehsana.
- 100% files and employees of collector office Mehsana are being tracked in EWMS. Beyond that all four sub-divisional magistrate offices and 9 mamlatdar offices are added into EWMS. So movement of files from one office to another office is also covered.
- 362 different file types are tracked.
- 28000 files of citizen application are entered.
- 318 employees of collector office mehsana and other offices are registered into EWMS.
| 5. Who implemented the initiative and what is the size of the population affected by this initiative?
- Collector & District Magistrate Mehsana:-
o Taken main initiative to start the project.
o Finalize the stakeholders and inspired them for the successful implementation of the project
o Continuously monitored and evaluated the whole project for effective implementation and corrective measures.
o Purchased new computer hardware for better resources.
- National Informatics Centre (NIC)-Mehsana:-
o Developed the EWMS web-portal.
o Provided technical support to the staff of collector office Mehsana.
o Advised for purchase of new computer hardware as required for better implementation of the project.
o Updated EWMS web-portal as per suggestions and recommendations discussed in staff meetings to make it more simple and informative.
- Employees collector office Mehsana:-
o Entered all files details into the system.
o Real-time transferring of files from their own table to another table.
o Keep their online status in sync with physical status of table.
o Get service delivery on time
o Reduce service delivery time
o Status of his application on his/her mobile timely submission of required document supplementary document.
| 6. How was the strategy implemented and what resources were mobilized?
• New computer hardware was purchased by conducting a small survey on available computer hardware, as regular up gradation of office. Total funds were arranged from ‘Best Collector award – 2011’ and ‘e-Seva Society’ fund.
• Several meetings were taken and extensive technical support was provided by NIC to help staff of collector office to enter 100% file into the system.
• Project is developed in-house by district official of NIC. Web-site hosted on local web-server connected to GSWAN (Gujarat State Wide Area Network). So no expenses incurred in development and hosting of website.
• Web-portal was continuously upgraded to make it easier and more informative for the users.
• Staff of collector office not required to do any additional work to manage the system, as it requires minimum efforts to keep sync physical movement of files and electronic movement of files on EWMS, so minimum man hour incurred to manage the system.
• System is evaluated by continuous feedback received from active participation of employees, so EWMS is very stable now and working automatically without active participation of technical team and involvement of senior management in up gradation.
| 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
By continuously monitoring the uses and data generated by the EWMS system, following very effective results came out.
Just to compare the outcome two periods were identified to compare the some key factors: Period 1 (Before EWMS): April-2011 to March-2012
Period 2 (After EWMS): April 2012 to March – 2013 (EWMS was started in April-12)
A) Application status and interactivity with service provider using SMS:
a. Earlier there was no system to tell applicant the status of his/her application in real-time. Even whenever supplementary documents were required by government agency, then a request was sent by using mail-post. It takes 15-30 days to reach the mail to the applicant and then only applicant submits the supplementary document. Overall procedure delays the service delivery time.
b. After EWMS, applicant can get his application status by sending a simple message. Also EWMS itself updates the applicant by sending SMS about the status and location of file. Most importantly now applicant can be informed in real-time to submit the supplementary document with given time limit. So it takes less time in processing the application. Overall using SMS technology service delivery time got reduced a lot.
B) Number of files Disposal per month :
a. Before inception of EWMS, number of files disposed per month was approx 523 files. Based on the data provided by subordinate office manually.
b. After inception of EWMS, number of files disposed per month increased to 1001 almost double then earlier. Now the data is real and generated automatically.
C) File Residency Period per employee
a. Before inception of EWMS, average number of days a file resides on a particular table was 14 days. Only manual calculation of few hundred files.
b. After inception of EWMS, average number of days a file resides on a particular table is 4 days. Data is based on average residency period automatically calculated by analysis of 28000 files.
D) Average service delivery time per application in days
a. Before inception of EWMS average number of days service delivery time was 100 days approximated. Based on random sampling of few hundred files.
b. After inception of EWMS average number of days service delivery time is reduced to 35 days. Data is based on average file residency period automatically calculated by analysis of 28000 files.
E) Efficiency of employees (File Disposal rate) per day per employee
a. Before inception of EWMS, employees with highest level of efficiency were clearing 6.15 files per day. No factual data available, based on first data got from EWMS.
b. After one year of inception of EWMS, employees with highest level of efficiency are clearing 13.21 file per day. Data automatically generated by the system.
| 8. What were the most successful outputs and why was the initiative effective?
After inception of EWMS
• Administration ensured 100% data-entry of file. To do this team in the supervision of collector, randomly checks branches. There every table is check for 100% file data-entry is done in EWMS. Files which were kept in cupboards are also checked, on which no decision was taken. So 100% data-entry of files is ensured.
• Base on data-entry valuable reports generated. Base on reports strict Review in staff meeting every fort-night by Collector: Review of the branches taken every fort-night about pendency and efficiency of staff working. Analysis of every table is done in terms of pendency and duration of pendency. Files which are pending from long are individually taken care.
• In review meeting employee and branches with heavy work-load were identified. Base on the work-load addition man-power was provided and work redistribution got done. Employees having heavy work-load with better disposal rates were appreciated: Employee having high File Arrival Rate and equally good file disposal rate are appreciated and asked to share their experiences about the system. Hence output of the branch is increased and average disposal time got reduced.
• Employees having longest pending and most numbers of pending files were warned: Justification is asked to the employee, which are holding largest number of pending files with long duration.
• Branch inspection: Senior Officer decided to not accept any file without EWMS entry. Whenever a file is sent to senior officer, then senior does not accept the file on his table, if it is not entered in EWMS and it should be shown pending in login of corresponding senior officer.
| 9. What were the main obstacles encountered and how were they overcome?
• Obstacle: Lack of IT awareness or computer literacy of staff is major concern before developing any IT project for improvement in efficiency.
• EWMS is designed by keeping ability of staff. As minimum and one-time data-entry is required to enter a file.
• Movement of file kept very simple, as it does not require any typing; only selection of destination branch-table and a button press is required.
• No remarks entry is required while transferring the file. As staff needs not to do duplicity in writing remarks in physical file and entering remarks online.
• Home page is designed to show pendency of files in real-time and of concerned table only. So employee need to struggle to find where to work and how to find his/her file.
• Obstacle: Lack of Computer Hardware
• A small audit of available hardware in branches was conducted to identify the actual requirement.
• New computer hardware was purchased to full fill the gap.
• Web-based portal was developed, so maintenance issues of computes least affect the running system.
• Obstacle: Work-load balance
• Objective measurement of work-load on employees based on File Arrival Rate and File Disposal Rate
• Employees with more File Arrival Rate, additional support provided to reduce file arrival rate.
• Obstacle: Many files are kept in Await Mode, as physical file is kept at any table, and a letter is sent to some another table or applicant for taking some advice. So these type of files are very long pending files.
• Await file are marked pending at source table. And it is considered pendency at source table.
• Obstacle: Offices receives a lot of letters, this increased the work-load of employees, but this not a regular work which really affects the performance.
• Letters are not tracked into the system
• Only those letters are tracked, which will letter convert into a file.
BY RESOLVING EVERY MICRO LEVEL ISSUE IN IMPLEMENTATION OF EMPLOYEE WORK MANAGEMENT SYSTEM, IT BECAME A BIG SUCCESS. MANY TIMES THESE MICRO LEVEL BLOCKAGES BECOME MAJOR CAUSE OF REJECTION OF SYSTEM.