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Nominee Information

Institutional Information
Member State India
Institution Name Transport Department, Madhya Pradesh, India
Institution Type Public Agency
Administrative Level Regional
Name of initiative Promoting Digital Transformation by ICT Tools for Excellence in Madhya Pradesh Transport Services
Projects Operational Years 5
Website of Institution http://www.mptransport.org

Question 1: About the Initiative
Is this a public sector initiative? Yes

Question 2: Categories
Is the initiative relevant to one of the UNPSA categories? Promoting digital transformation in public sector institutions
UNPSACriteria
2018.4.2 Uses frontier technologies to transform public administration

Question 3: Sustainable Development Goals
Is the initiative relevant to any of the 17 SDG(s)? Yes
If you answered yes above, please specify which SDG is the most relevant to the initiative. (hold Ctrl to select multiple)
Goal 5: Gender Equality
Goal 8: Decent Work and Economic Growth
Goal 9: Industry, Innovation and Infrastructure
Goal 10: Reduced Inequalities
Goal 13: Climate Action
Goal 16: Peace, Justice and Strong Institutions
Which target(s) within the SDGs specified above is the initiative relevant to? (hold Ctrl to select multiple)
5.1 End all forms of discrimination against all women and girls everywhere
5.2 Eliminate all forms of violence against all women and girls in the public and private spheres, including trafficking and sexual and other types of exploitation
5.c Adopt and strengthen sound policies and enforceable legislation for the promotion of gender equality and the empowerment of all women and girls at all levels
8.2 Achieve higher levels of economic productivity through diversification, technological upgrading and innovation, including through a focus on high-value added and labour-intensive sectors
8.3 Promote development-oriented policies that support productive activities, decent job creation, entrepreneurship, creativity and innovation, and encourage the formalization and growth of micro-, small- and medium-sized enterprises, including through access to financial services
8.10 Strengthen the capacity of domestic financial institutions to encourage and expand access to banking, insurance and financial services for all
9.1 Develop quality, reliable, sustainable and resilient infrastructure, including regional and trans-border infrastructure, to support economic development and human well-being, with a focus on affordable and equitable access for all
9.4 By 2030, upgrade infrastructure and retrofit industries to make them sustainable, with increased resource-use efficiency and greater adoption of clean and environmentally sound technologies and industrial processes, with all countries taking action in accordance with their respective capabilities
9.b Support domestic technology development, research and innovation in developing countries, including by ensuring a conducive policy environment for, inter alia, industrial diversification and value addition to commodities
10.2 By 2030, empower and promote the social, economic and political inclusion of all, irrespective of age, sex, disability, race, ethnicity, origin, religion or economic or other status
10.3 Ensure equal opportunity and reduce inequalities of outcome, including by eliminating discriminatory laws, policies and practices and promoting appropriate legislation, policies and action in this regard
13.1 Strengthen resilience and adaptive capacity to climate-related hazards and natural disasters in all countries
13.2 Integrate climate change measures into national policies, strategies and planning
16.3 Promote the rule of law at the national and international levels and ensure equal access to justice for all
16.5 Substantially reduce corruption and bribery in all their forms
16.6 Develop effective, accountable and transparent institutions at all levels
16.7 Ensure responsive, inclusive, participatory and representative decision-making at all levels
16.10 Ensure public access to information and protect fundamental freedoms, in accordance with national legislation and international agreements
16.b Promote and enforce non-discriminatory laws and policies for sustainable development

Question 4: Implementation Date
Has the initiative been implemented for two or more years Yes
Please provide date of implemenation (dd/MM/yyyy) 01 Sep 2013

Question 5: Partners
Has the United Nations or any UN agencies been involved in this initiative? No
Which UN agency was involved? (hold Ctrl to select multiple)
The Preparatory Commission for the Comprehensive Nuclear-Test-Ban Treaty Organization
Please provide details

Question 6: Supporting documentation
Will you be able to provide supporting documentation for your initiative? Yes

Question 7: UNPSA Awards
Has the initiative already won a UNPS Award? No

Question 8: Other Awards
Has the initiative won other Public Service Awards? No

Question 9: How did you learn about UNPSA?
How did you learn about UNPSA? Last year , Transport Department, Madhya Pradesh, India has given nomination for "Promoting Gender Responsive Public Services to Achieve the SDGs 2030".

Question 10: Validation Consent
I give consent to contact relevant persons and entities to inquire about the initiative for validation purpose. No

Question 1: About the Initiative
Is this a public sector initiative? Yes

Question 2: Categories
Is the initiative relevant to one of the UNPSA categories? Promoting digital transformation in public sector institutions
UNPSACriteria
2018.4.2 Uses frontier technologies to transform public administration

Question 3: Sustainable Development Goals
Is the initiative relevant to any of the 17 SDG(s)? Yes
If you answered yes above, please specify which SDG is the most relevant to the initiative. (hold Ctrl to select multiple)
Goal 5: Gender Equality
Goal 8: Decent Work and Economic Growth
Goal 9: Industry, Innovation and Infrastructure
Goal 10: Reduced Inequalities
Goal 13: Climate Action
Goal 16: Peace, Justice and Strong Institutions
Which target(s) within the SDGs specified above is the initiative relevant to? (hold Ctrl to select multiple)
5.1 End all forms of discrimination against all women and girls everywhere
5.2 Eliminate all forms of violence against all women and girls in the public and private spheres, including trafficking and sexual and other types of exploitation
5.c Adopt and strengthen sound policies and enforceable legislation for the promotion of gender equality and the empowerment of all women and girls at all levels
8.2 Achieve higher levels of economic productivity through diversification, technological upgrading and innovation, including through a focus on high-value added and labour-intensive sectors
8.3 Promote development-oriented policies that support productive activities, decent job creation, entrepreneurship, creativity and innovation, and encourage the formalization and growth of micro-, small- and medium-sized enterprises, including through access to financial services
8.10 Strengthen the capacity of domestic financial institutions to encourage and expand access to banking, insurance and financial services for all
9.1 Develop quality, reliable, sustainable and resilient infrastructure, including regional and trans-border infrastructure, to support economic development and human well-being, with a focus on affordable and equitable access for all
9.4 By 2030, upgrade infrastructure and retrofit industries to make them sustainable, with increased resource-use efficiency and greater adoption of clean and environmentally sound technologies and industrial processes, with all countries taking action in accordance with their respective capabilities
9.b Support domestic technology development, research and innovation in developing countries, including by ensuring a conducive policy environment for, inter alia, industrial diversification and value addition to commodities
10.2 By 2030, empower and promote the social, economic and political inclusion of all, irrespective of age, sex, disability, race, ethnicity, origin, religion or economic or other status
10.3 Ensure equal opportunity and reduce inequalities of outcome, including by eliminating discriminatory laws, policies and practices and promoting appropriate legislation, policies and action in this regard
13.1 Strengthen resilience and adaptive capacity to climate-related hazards and natural disasters in all countries
13.2 Integrate climate change measures into national policies, strategies and planning
16.3 Promote the rule of law at the national and international levels and ensure equal access to justice for all
16.5 Substantially reduce corruption and bribery in all their forms
16.6 Develop effective, accountable and transparent institutions at all levels
16.7 Ensure responsive, inclusive, participatory and representative decision-making at all levels
16.10 Ensure public access to information and protect fundamental freedoms, in accordance with national legislation and international agreements
16.b Promote and enforce non-discriminatory laws and policies for sustainable development

Question 4: Implementation Date
Has the initiative been implemented for two or more years Yes
Please provide date of implemenation (dd/MM/yyyy) 01 Sep 2013

Question 5: Partners
Has the United Nations or any UN agencies been involved in this initiative? No
Which UN agency was involved? (hold Ctrl to select multiple)
The Preparatory Commission for the Comprehensive Nuclear-Test-Ban Treaty Organization
Please provide details

Question 6: Supporting documentation
Will you be able to provide supporting documentation for your initiative? Yes

Question 7: UNPSA Awards
Has the initiative already won a UNPS Award? No

Question 8: Other Awards
Has the initiative won other Public Service Awards? No

Question 9: How did you learn about UNPSA?
How did you learn about UNPSA? Last year , Transport Department, Madhya Pradesh, India has given nomination for "Promoting Gender Responsive Public Services to Achieve the SDGs 2030".

Question 10: Validation Consent
I give consent to contact relevant persons and entities to inquire about the initiative for validation purpose. No

Question 1: About the Initiative

Is this a public sector initiative? Yes

Question 2: Categories
Is the initiative relevant to one of the UNPSA categories? Promoting digital transformation in public sector institutions
UNPSACriteria
2018.4.2 Uses frontier technologies to transform public administration

Question 3: Implementation Date

Has the initiative been implemented for two or more years Yes
Please provide date of implemenation (dd/MM/yyyy) 01 Sep 2013

Question 4: Partners/Stakeholders

Has the United Nations or any UN agencies been involved in this initiative? No
Which UN agency was involved? (hold Ctrl to select multiple)
The Preparatory Commission for the Comprehensive Nuclear-Test-Ban Treaty Organization
Please provide details

Question 5: Required Supplemental Documents

Will you be able to provide supporting documentation for your initiative? Yes

Question 6: UNPSA Awards

Has the initiative already won a UNPS Award? No

Question 7: Other Awards

Has the initiative won other Public Service Awards? No

Question 8: Sustainable Development Goals
Is the initiative relevant to any of the 17 SDG(s)? Yes
If you answered yes above, please specify which SDG is the most relevant to the initiative. (hold Ctrl to select multiple)
Goal 5: Gender Equality
Goal 8: Decent Work and Economic Growth
Goal 9: Industry, Innovation and Infrastructure
Goal 10: Reduced Inequalities
Goal 13: Climate Action
Goal 16: Peace, Justice and Strong Institutions
Which target(s) within the SDGs specified above is the initiative relevant to? (hold Ctrl to select multiple)
5.1 End all forms of discrimination against all women and girls everywhere
5.2 Eliminate all forms of violence against all women and girls in the public and private spheres, including trafficking and sexual and other types of exploitation
5.c Adopt and strengthen sound policies and enforceable legislation for the promotion of gender equality and the empowerment of all women and girls at all levels
8.2 Achieve higher levels of economic productivity through diversification, technological upgrading and innovation, including through a focus on high-value added and labour-intensive sectors
8.3 Promote development-oriented policies that support productive activities, decent job creation, entrepreneurship, creativity and innovation, and encourage the formalization and growth of micro-, small- and medium-sized enterprises, including through access to financial services
8.10 Strengthen the capacity of domestic financial institutions to encourage and expand access to banking, insurance and financial services for all
9.1 Develop quality, reliable, sustainable and resilient infrastructure, including regional and trans-border infrastructure, to support economic development and human well-being, with a focus on affordable and equitable access for all
9.4 By 2030, upgrade infrastructure and retrofit industries to make them sustainable, with increased resource-use efficiency and greater adoption of clean and environmentally sound technologies and industrial processes, with all countries taking action in accordance with their respective capabilities
9.b Support domestic technology development, research and innovation in developing countries, including by ensuring a conducive policy environment for, inter alia, industrial diversification and value addition to commodities
10.2 By 2030, empower and promote the social, economic and political inclusion of all, irrespective of age, sex, disability, race, ethnicity, origin, religion or economic or other status
10.3 Ensure equal opportunity and reduce inequalities of outcome, including by eliminating discriminatory laws, policies and practices and promoting appropriate legislation, policies and action in this regard
13.1 Strengthen resilience and adaptive capacity to climate-related hazards and natural disasters in all countries
13.2 Integrate climate change measures into national policies, strategies and planning
16.3 Promote the rule of law at the national and international levels and ensure equal access to justice for all
16.5 Substantially reduce corruption and bribery in all their forms
16.6 Develop effective, accountable and transparent institutions at all levels
16.7 Ensure responsive, inclusive, participatory and representative decision-making at all levels
16.10 Ensure public access to information and protect fundamental freedoms, in accordance with national legislation and international agreements
16.b Promote and enforce non-discriminatory laws and policies for sustainable development

Question 9: Validation Consent

Do you have any objections to us inquiring about the initiative for validation purposes? No

How did you know about UNPSA?

How did you know about UNPSA? Last year , Transport Department, Madhya Pradesh, India has given nomination for "Promoting Gender Responsive Public Services to Achieve the SDGs 2030".

Nomination form

Questions/Answers

Question 1

Please describe the objective of the initiative introduced (200 words maximum)
Madhay Pradesh is a major state in India. It is the second biggest state by area and having a population of around 82.9 Millions. Around 14.1 Million vehicles are registered in state and 5.1 Millions Driving License issued by the , Transport Department, Madhya Pradesh, India. Transport Department, Madhya Pradesh, India has been taken Initiative of “Promoting Digital Transformation by ICT Tools for Excellence in Madhya Pradesh Transport Services” . Following are the main objectives of the project:  Time bound issuance of various transport related documents & other deliverables to the customer to ensure maximum customer satisfaction.  Reduction in waiting & queuing time within the various RTO, ARTO & DTOs and regular incorporation of citizen feedback to ensure improved customer delight.  Focus on digitization of service delivery by inclusion of systems including online appointment booking, online application completion & online tax payment amongst others to offer high degree of convenience to the citizens  Ensure 24X7 availability of the respective system & applications to offer non-interrupted services  Ensure transparency and accountability of the highest order within the hierarchy while minimizing unethical practices and revenue pilferages and maximizing department efficiency and revenue collection

Question 2

Please explain how the initiative is linked to the category and criteria selected (100 words maximum)
Over the past five years, Transport Department, Madhya Pradesh, India has done the outstanding performance in citizen centric service delivery through digitization & implementing ICT Tools for excellence in Transport Services. Transport Department, Madhya Pradesh, India opted for various Frontier Technologies to transform Public Administration, Promotes Cross Sector Digital Cooperation & Understanding, Provision to provide easy access of services to citizen, Improving Public Sector Workforce skills & Productivity, enhancing Effectiveness, Efficiency, Openness & Accountability of Madhya Pradesh Transport Department and aligning with 2030 Agenda.

Question 3

Please describe in what ways the initiative is contributing to the implementation of the 2030 Agenda for Sustainable Development and the realization of the SDGs. Specify which SDG(s) it is relevant to. (100 words maximum)
Transport Department, Madhya Pradesh, India initiative of "Promoting Digital Transformation by ICT Tools for Excellence in Madhya Pradesh Transport Services" has been successfully contributed towards the implementation of the following of 2030 Agenda for Sustainable Development Goals (SDGs). A. Gender Equality B. Decent Work & Economic Growth C. Peace, Justice & Strong Institution D. Industry Innovation & Infrastructure E. Reduced Inequalities F. Climate Action

Question 4

The initiative must have positive impact on a group or groups of the population, especially the vulnerable (i.e. children, women, older persons, people with disabilities, etc.) within the context of your country or region. Please explain how the initiative has addressed a significant shortfall in governance, public administration or public service within the context of a given country or region. (200 words maximum)
Transport Department, Madhya Pradesh, India inititaves of "Promoting Digital Transformation by ICT Tools for Excellence in Madhya Pradesh Transport Services" contributed towards Gender Equality. The legacy practices followed by the Transport department were highly manual, which has been digitized. Multiple complaints had been lodged with the transport department regarding the unethical practices being followed during these processes which impacted the citizen experience has been eliminated through digitization. This initiative result in better service delivery to the citizen with respect to time & transparency and therefore department was able to win the trust of citizen towards Transport Services of Madhya Pradesh, India.

Question 5

a. Please explain in which way the initiative is innovative in the context of your country or region (100 words maximum)
The legacy practices followed by the Transport department were highly manual. These manual practices were not only primitive but were also causing a lot of inconvenience to both the citizens as well as the department officials. The practices were subject to usage of a large number of paper documents, which resulted in stocking and piling up of paper documents. In case of any clarification or query registered by the citizen approximately 1-2 days was the average amount of time to find the physical file and then take necessary decisions to resolve them. While document storage & retrieval impacted to the backend operations, the front end operations were even more challenging. With an average daily footfall of more than 10,000 citizens across 51 sites meant a chaotic scenario within each of the sites. An average time of 5 minutes in handing of the necessary forms to the citizen meant a long queue on the counter issuing forms with an average waiting time of 5 minutes. Because of the chaos at the counters, the operators in addition to actually working were also required to handle the crowd which further reduced their efficiency and increased the waiting time. The payments system was mainly cash driven with the average transaction time of citizen handing over the payment and the operator giving back the receipt & the change being 10 minutes. This led to handling large amounts of cash and subsequently its security Promoting Digital Transformation by ICT Tools for Excellence in Madhya Pradesh Transport Services results in Increased Productivity & Revenue, Easy to access & always always accessible, Enhanced Security & Information Preservation & most importantly department is now capable of handling more citizen in tamely & transparent manner & therefore was capable of winning the citizen trust towards the department.
b. Please describe if the innovation is original or if it is an adaptation from other contexts (100 words maximum)
This innovation is original. Madhay Pradesh is a major state in India. It is the second biggest state by area and having a population of around 82.9 Millions. Around 14.1 Million vehicles are registered in state and 5.1 Millions Driving License issued. Average daily footfall of more than 10,000 citizens across 51 sites. It was very necessary for the department to adopt Digital Transformation by ICT Tools for Excellence in Madhya Pradesh Transport Services to transform Public Administration.

Question 6

Has the initiative been transferred and adapted to in other contexts (e.g. other cities, countries or regions) to your organization’s knowledge? If yes, please explain (100 words maximum)
No

Question 7

a. What resources (i.e. financial, human or others) were used to implement the initiative? (100 words maximum)
IT infrastructure has been upgraded with online E Governance Portals. Additional infrastructures including biometric devices, fitness tablets & automated driver testing cameras etc. have been installed. Frontier technologies such as Automatic Driving Test Track (ADTT), E Auction of VIP Registration Number, Tablet based Fitness Test Solution, Dealer Point Enrolment System (DPES), Document Management System, Tablet Based Learning Test, Integration of Commercial Driving License with Samagra ID, Patch Tools, Speed Limiting Device (SLD), Implementation of Best Practices have been adopted. Various Training & Awareness campaign for the departmental officers ,employees & citizen to make them aware of the changes and implementation of new ICT enabled system conducted at all RTO/DTO level.
b. Please describe whether and how the initiative is sustainable (covering the social, economic and environmental aspects) (200 words maximum)
Digitization of MP Transport services result in significant amount of enhancement in Number of Transactions, Productivity, Revenue & Citizen convince & figures are rapidly growing in each coming year. Following steps are taken towards sustenance of the project A. Regular training on new systems/ processes/ customer service. B. Timely project audits & assessments. Investments in independent business improvement activities post analysis & scrutiny of MIS reports generated. C. Systems & applications are highly customizable and governed by the Motor Vehicle Act. There is minimal dependency on any particular individual & any change within the department would not have an impact on the system & the operations

Question 8

a. Has the initiative been formally evaluated either through internal or external evaluation?
No

Question 9

The 2030 Agenda for Sustainable Development puts emphasis on collaboration, engagement, coordination, partnerships, and inclusion. Please describe what and how stakeholders were engaged in designing, implementing and evaluating the initiative. Please also highlight their roles and contributions (200 words maximum)
Citizen , Transport Department, National Informatics Center , Enforcing Agencies, Vehicle Dealer, Indian Postal Services & Citizen Service Center were the stakeholder & Beneficiary of this project. Everyone has been consulted and there inputs were taken. A high level department committee is also formed under the chairmanship of DyTC Indore to lay down business logic, new improvements and identify the new enhancement required in existing system. The role and input of stakeholders is crucial in all phases of project life cycle. Department has been involved closely in the early phases during study of old application formats, different forms and other requirement gathering. The core team of department has worked in tandem with development team to design a robust

Question 10

Please describe the key lessons learned, and any view you have on how to further improve the initiative (100 words maximum)
Department initiative for “ ICT tool for Excellence in Transport Service” for citizen centric service delivery has been successful in achieving the objective of, Any time anywhere application facility, Multiple e-payments options, Time bound service delivery, Minimum human interaction to improve transparency. This government initiative result in better service with respect to time and transparency, wining the people trust towards Madhya Pradesh state government Transport body.

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