Information Technology Department

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Scorecard

Scorecard initiative - 

Under Smart Governance framework, assessment and monitoring performance are key components. Assessment is a critical step in the identification of gaps in terms of process, technology and skill set of department. Reliable and relevant smart governance metrics or key performance indicators for assessment can offer crucial insights to guide HODs in the right direction. This scorecard aims to achieve the goal of measuring progress of smart governance initiatives at department level.

PwC has created scorecard considering five key dimensions to evaluate Smart Governance activities - 

  • Service Delivery
  • Internal Operations
  • Integration and interface
  • Best practices and New technologies adoption
  • People

Service Delivery - 

List of all the services provided to citizen, other departments and concerned entities.

Key parameters used for evaluation of Service delivery:

Evaluation Parameters

Detailed Description

Percentage of services available over web channel?

This is the measure of availability of services on the web channel.

Percentage of services available over mobile devices

This is the measure of availability of services on Mobile channel.

Percentage of services thatdo not require hard copy submission

This parameter identifies percentage of services which doesn’t require any paper, file or any other hard copy submission i.e. it can be done via web or mobile channel directly thus making process paperless and reducing the touchpoint between stakeholder and department.

Percentage of services that do not require a physical visit to Concerned Dept. / CFC

This parameter identifies percentage of services which doesn’t require physical presence

Percentage of transactions which leverage online payment gateway

This parameters identifies percentage of services where payment can be done online.

Internal Operations - 

List of operations for all the internal activities.

Key parameters used for evaluation of internal operations:

Evaluation Parameters

Detailed Description

Percentage of backend operations that are completely electronic in nature

Measure of backend operations which are using technology to streamline the processes

Percentage of services that have published timeline for service delivery

Measure of number of operations and services which have defined timeline

Interfaces and Integration -

List of all the requisite touchpoints for proper functioning of Department.

Key parameters used for evaluation of interfaces and integration:

Evaluation Parameters

Detailed Description

Integration available with core external systems (like Aadhar)?

How well department is connected to external systems like Aadhar i.e. department is using technology for seamless integration with external systems

Integration available with HR department?

How well department is connected to PMC admin department i.e. how seamless is the information flow between admin department and concerned department

Integration with Accounts department?

How well department is connected to PMC Accounts department i.e. how seamless is the information flow between accounts department and concerned department

Integration available with non-core departments (RTI, Audit, Labour, Legal, Ward) departments?

How well departments are integrated with other departments which are crucial for operations and service delivery

Integration available with relevant external department/s? (Like collector office, Land Records, State Education Dept., State Public Health Dept., etc.)

How well department is connected to external systems like collector office, land records, high court etc. i.e. department is using technology for seamless integration with external systems

Best Practices, Adoption of latest technologies -

List of Best practices followed by Department, List of technologies adopted by Department.

Key parameters used for evaluation of best practices followed and new technology adoption:

Evaluation Parameters

Detailed Description

Is the department using document management system and file management system?

How document and files are managed currently i.e. Manually or electronically.

  • In case electronically- Yes
  • In case manually – No

Is the department using GIS for planning and operations?

In case geographic information system is valid for Department or there can be future GIS implementation possible

- Using GIS- Yes

- Not Using GIS- No

Is the department using electronic media data (platforms such as facebook, twitter, Instagram, WhatsApp) to communicate with stakeholder?

In case Department have their own facebook page, twitter account, WhatsApp group and any other electronic medium to disseminate Information and communicate with stakeholders like citizen, Internal department employee and other external agencies- Yes

In case no medium- No

What percentage of employees have access to computers?

Ratio of (Number of employee having computers access when it is required)/ (Total number of employees in department) *100

People: Details of ICT enablement of People pertaining to Department -

Key parameters used for evaluation of People:

Evaluation Parameters

Detailed Description

Basic IT Training

What percentage of class 1 & class 2 employees have basic IT knowledge?

Number of employees having basic IT knowledge. This will be derived from the results of IT assessment.

Advanced IT Training

What percentage of class 1 & class 2 employees have advanced IT knowledge?

Number of employees having advanced IT knowledge. This will be derived from the results of IT assessment.

Participation in IT Trainings

Participation in the regular IT Trainings published in the Training Calendar

This will be derived from the attendance of employees in trainings.

eGov Application specific training

What percentage of class 1, 2 and 3 employees work on departmental eGovernance applications?

This is indicator of how department have touched every process through e-governance approaches.