Presentation given by Prof K.R Srivathsann, Pro-Vice Chancellor, Indira Gandhi National Open University (IGNOU) National Informatics Centre, Rajasthan on August 3rd, 2011 at eWorld Forum (www.eworldforum.net) in the session Citizen Centric Service Delivery

1. Defining Demand Side – A System for Citizens
Centric Services through Community
Knowledge Enterrpises
K.R. Srivathsan
Pro Vice-Chancellor, IGNOU
Email: srivathsan@ignou.ac.in
World Education Summit
01-03 Aug. 2011

2. From e-Government to e-Governance
 E-Government about automation of functions in government, its
departments, offices, programmes, etc. at various levels.
 Governance is about government and relevant organizations
coming together to address the issues and services needs of
communities in their locations.
 Every issue of governance involves target communities and
groups of organizations relevant to the different components of
services connected with the issues.
 Issues centered citizen-centric services go much beyond access
to information and services provided by the government.
 So how do we architect and build a system of 'Citizens Centered'
or Demand-side e-Governance?
 We shall illustrate in the context of the gigantic task of national
development with equitable growth in all regions of the country.

3. Towards Citizens e-Gov. In the 'HEART' Areas
 Issues in e-Governance are much larger than the small component e-gov.
Services that are mostly targeted at individual citizens.
 Merely issuing certificates, land record, etc. - these are just facilitations to
reduce the difficulty of access to govt. services.
 Example: How do we assure the objectives in Govt. programmes like:
RKVY, janani Suraksha Yojana, SSA and RTE related affirmative action
programmes, better healthcare in rural & small town areas, Farmers
support system in their own places, etc. → These are not readily 'bottled'
in just portals & ICT enabling from government alone.
 We shall show how we build a Demand Side e-Governance, or Citizens
centric e-Governance Framework in the Healthcare, Education,
Agriculture, Rural Development and Tourism & Culture (or, HEART)areas.
 First take the example of Agriculture.

4. How do we ensure Farmers get the 'Right Info' from the
'Right Source', at the 'Right Time' and get 'Right Action'?
Farmers need info. Or services from diverse sources:
1. Government Systems: Central and State Depts. Of
Agriculture, Directorates, State extension services, Krishi
Bhavans, Farm Info. Bureaus, NIC’s Agmarknet, Agrisnet,
2. ICAR System: Research Labs, Field stations, Krishi Vigyan
Kendras, ATICs, Various Info. And Tech. Transfer services,
programs, projects.
3. Industry & Market Systems: The traders, markets, Mandis,
organized industry like ITC, FCI, agri-processing/value
addition industries, retails, farm inputs (seeds, saplings,
chemicals, nutrients, etc.) industries and sellers, …
4. Agricultural Universities: in the States with state-wide
research centers, associated programs.

5. More Sources of Information & Services!
5. Commodity Boards and Exchanges: for Grains, Pulses,
Oilseeds, Coffee, Tea, Rubber, etc.
6. State-wide Krishi Bhavans & Extension Services: Under
the State Ministry & Directorate of Education.
7. Agricultural financing: NABARD, ILFS, Banks, Govt.
schemes … poor micro-credit facilities, Local
moneylenders dominate.
8. Related Systems: Land Use, Water & Irrigation,
Meteorology, Remote Sensing, …
9. Knowledge about International systems – FAO, Trade
agreements, Kyoto, WTO, Global Markets …
 How do we provide Farmers-Centric access to the
services from any of the above?

6. KISSAN (Kissan Information Systems, Services
And Networking) Model Farmers Centric Services
Retail chains,
Agri. SMEs
KI
EX SS
Se te AN rs Portal as meeting
rv ns & ye
ic ion Bu ground for
es
e- Farmers, Sellers,
Buyers,
Finance & Credit KISSAN & Farm inputs Extension, …
E-Krishi
support suppliers
Portals
Va
SM lue ➔Registered farmers
Es Ad May form Virtual
& rce & dit
de me SM ion Cooperatives feeding
Agricultural
Institutions
a
Tr om Bs Value Adding SMEs in
C processing, packaging
& Exports

7. KISSAN Portal as Multi-Institutional Demand Side Farmers
Centric E-Governance
COMMODITY
BOARDS A
TRADE RELATED
G
ENTITIES
KRISHI BHAVANS, KVKs R.
EXTENSION SERVICES
S
T
AGRCIULTURAL BACKEND SERVICES A
UNIVERSITIES KM & ACCESS K
COLLABORATION AND E
PORTAL DELIVERY H
AGR. RESEARCH O
ORGANIZATIONS L
D
GOVTs. DOA E
KISSAN@ICRTA Smart Interfaces R
& NECRD for special S
Universities, applications
EDUCATION GRID
→ How do we extend this to services in the HEART Areas?

8. Let us understand ICT!
“The role of technology is to bridge the gulf between
availability of information and the ability to use it”
Henry Kissinger
1.People &
Systems to 2. People & 3. People &
Collect Data, Systems that Systems that
Generate & Disseminate & create value
Organize Communicate using
Information Information Information
4. People & Systems that Manage the ICT
➔ Above ICT Model should be contextualized for Quality
Education linked to development.

9. Key to DS E-Gov.:
 How do we break this isolation of education & development?
 In Knowledge Society & Economy, pursuit of excellence in education must
be by education being at the centre of and integral part of the
socioeconomic dynamics of value and weath creation.
 Hence the notion of pursuit of excellence in isolation (as in
the present university value system) from socioeconomic and
social value dynamics is obsolete.
 How do we realize this transition of education moving from
periphery to the centre of knowledge society?
 We propose establishing 'Community Knowledge Enterprises'
wherein education is integral component of inclusive
socioeconomic enterprises.
 Focus on CKEs in the areas of 'Health, Education, Agriculture,
Rural Development and Tourism & Culture' (HEART) areas.

10. Action Area 1: Education in Common ICT
Skills for various levels
Proficiency with Devices,
WiFi, Bluetooth, etc.
Internet Access & Basic Transactions
Navigation, eMail Citizen & Services Access,
IT Skills Data Archive, Security
& Ethics
Content Creation,
Audio, Video & Sharing Mobile Skills, Google Search,
in WP, Wiki in English & SMS, Tweet, YouTube, Online
Local Language Knowing Alerts, Education Content &
Transactions Maps Access
➢ Objective: To make citizen feel comfortable with Internet & modern
access devices and amplify their productivity.
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11. On Community Knowledge Enterprises
 CKEs bring convergence of different organizations – the Govt.,
Academia & Education Sector, relevant private or public
enterprises, NGOs & Local Communities holistically together
in providing focused services to target communities.
 In Knowledge society or economy, the value created lies in
the ability of multiple relevant organizations bringing their
collective competencies together in addressing the issues of
target communities.
 “Right Information at Right Time in the Right Place to the
Right Paerson in the Right Context.” → Assured by the CKE.
 CKEs are managed by local communities or web-communities
of practice.
 Step-2: Establishing CKEs in the 'HEART' Areas – How do we
go about?
11

12. Sample CKEs in 'HEART' Areas
➢ Candidate CKEs facilitated in every Panchayath or Block:
➢ Health:
1. Extended Janani Suraksha Yojana (Mother & Child Welfare)
2. Bloodbank and Emergency Medical Care
3. Health Assurance Services for old and poor
➢ Education:
1. Localizing Primary Education that includes Parents'
Engagements through mass media & social networking.
2. Introducing Education Passbook for every youth &
Introduce Vocational Training with Choice Based Credits for
Vertical Mobility.
➢ Agriculture:
1. Virtual Farm Cooperatives based Agri-Enterprise of small
farmers → 'Virtual' Amul Model for specific crop categories.
2. E-Krishi Market Access Services for Farmers in a Block.
3. KISSAN-Kerala model of e-Extension services
12

13. Sample CKEs in 'HEART' – Contd.
➢ Rural Development:
1. Making Panchayat Raj System into a CKE.
2. Online system of local communities social networking &
events management.
➢ 3. Management & Maintenance of drinking water & sanitation
over a GIS /GPS supported logistics.
➢ Tourism & Culture:
1. Community Driven Tourism Portal with smart SIM services.
2. Educatin to promote local crafts and online marketing.
3. Introducing community regulated eco & cultural tourism
with rural paying guest accommodation.
➔ Each above area requires reinforcement by appropriate ICT
platform and training.
➔ We may abstract common areas of ICT training in all the
above and offer the same as 'Level – 2' vocational education.
13

14. Identifying Common ICT Systems & Skill Sets
➢ Every CKE has four areas of ICT functions.
➢ These are abstracted as the 4-Quadrants in the Vedyadhara
CKE Framework:
2. Program 1. CKE Back
Databases Office: For Program
Management: Management &
Databases of Governance;
people, resources, Paperless office of
interactions. the CKE
3. Vedyadhara 4. Community
Dynamic Support: Networking:
for target Online Forums
communities, and Mass/IP
linkages to experts Media Programs
& services
14

15. Example 1: Vedyadhara Supported Convergence
for SSA/RTE
Datacentre
Supported
Services
SP
es g
Open Collaboration,
Sc D c
ho /D t i in Course Services to
ol IE r ac ar Learners, Teachers
s Ts P Sh
/
est supported by
B Educational IT
SSA, Services.
DIT Education TV, Webinars,
RMSA
Grid Services Mobile Content → Wiki based
Portals N
E, CT Multilingual Content
, SO Lo Cu E, S Generation and best
A ca rri CE
Management
SS ... liz cu RT practices sharing
- at la
P OU systems deployed
Programs
E io &
Services
D N n under DEP-SSA
IG
Portal.
15

16. Vedyadhara: Disciplined Inclusion of all Media
Community Radio 2 4
Learners Anywhere
IGNOU, 1 3
NPTEL, 5 6
Education CSCs / Kiosks for
TV B Internet Accessed
A
Services
Other V-OLE IP-TV
Programs Services Internet
Portals 7
(((
Access C
Industry
R&D, Call E D Phone
Etc. Centre 8
9 Low Cost Access
Devices 16

17. Architecture of a CKE
➢ CKE consists of multiple organizations – each providing its relevant
timely & services to the target community.
➢ Both the organizations that provide the service and the target
community together become the CKE.
➢ Aim is to provide 'Right Info. At the Right Time in the Right Place
from/to the Right Persons and in the Right Context' → '5 Rights'
➢ Education – formal and continuing - for persons in the concerned
organizations and awareness building for target communities is
integral to the CKE.
➢ → This education should be provided or enabled by the university &
higher education, R&D sectors, extension services.
➢ Such education may come from multiple institutions.
➢ We use all modes of ICT to reach this.
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18. Need for CILK to service CKEs
➢ Need to bring convergence of Education and local development.
➢ We propose establishing the “Convergence Institute of Learning &
Knowledge', or CILK in each NE State co-located with its IGNOU
Regional Centre.
➢ CILK to be established autonomous non-profit company jointly by
IGNOU and local State Govt. others like DIT, BSNL, etc. invited.
➢ CILK to Facilitate Tech Enhanced Educational Services for various
universities, institutions, organizations to reach their programmes to
wherever required in the state.
➢ CILK to anchor the ICT framework for all CKEs in the state.
➢ Bring together the concerned state government departments,
organizations, enterprises, NGOs, etc. as relevant to each CKE and
service its governance and education/capacity building programmes.
18

19. Organogram Outline of CILK
Board of Directors
Managing Director
Services Company
Area Director(s) Director(s) Secretary cum
Registrar
Program Manager(s) Services Manager(s)
Professional, Field & Professional, Field & Finance, Accounts
Support Staff Support Staff & Administration
Development, Deployment and Field support services for for
Tech Enhanced Education & Community Knowledge Services
19

20. Convergence Institute for Learning &
Knowledge [CILK]
CILK
State Education,
Agri. Depts, SOU, 6. Community Radio & TV Uplink
IGNOU & 5. Regional Programs 7. Entrepreneurship
Organizations in the and Services
Development &
Domains 4. Video, Sound and
Web Studios Tech. Incubation
NKN
NME-ICT 3. N/W & Datacentre
2. Tech Enhanced Study Centre
IGNOU Regional
Services 1. IGNOU’s Smart RC Services
 CILK will be co-located with the IGNOU Regional Centre.
 CILK’s services reach through SWAN, CSCs, NME-ICT, etc.
20

21. CILK Community Knowledge Services
TV, Comm. Radio, Telecon,Webinar, Mobile…
Program & Counselors,
Courses Srtudents,
Coordinators Passive Learners
Colleges, Vedyadhara & Communities
Learners
CKE Portal Educational
University V-OLE Services
Education and Dynamic Info., IPS,
Capacity Building Alerts, MM Postings
Programs
CILK: Advanced
Technology, Information
& Learning Services
(ATILS) 21

22. Example: CKE for Local Agricultural Services
APPA Farmers’
Experts, Knowledge
Scientists, Empowerment
Officials from Programs
different
organizations
Target
Open
Groups
Content,
KISSAN, E-Krishi &
Agropedia, IT Mass
AKMIndia, A-AQUA,
Video Literacy &
ODTEL Portals &
Channels, CKEs
Datacenter
Web, etc.
APPA: Agrarian Practices & Prosperity Alliance 22

23. And more to be done ...
“If the poor cannot come to education, education must
reach them, at the plough, in the factory, everywhere.”
.. Swami Vivekananda
➢ With CKE, we must integrate quality and inclusive
education opportunities for all aspiring youth and any
one who wish to learn further.
➢ Such education should be vertically integrated to provide
opportunities for everyone who is competent and
aspires to study further.
➢ Like the IGNOU slogan: 'Place no bar, age no bar, time no
bar' and offer 'Quality Education to All Independent of
Geography.'
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24. Where the mind is without fear and the head is held high
Where knowledge is free
Where the world has not been broken up into fragments
By narrow domestic walls
Where words come out from the depth of truth
Where tireless striving stretches its arms towards perfection
Where the clear stream of reason has not lost its way
Into the dreary desert sand of dead habit
Where the mind is led forward by thee
Into ever-widening thought and action
Into that heaven of freedom, my Father, let my country awake.
- Rabindranath Tagore
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25. ACKNOWLEDGEMENTS
The ACIIL Team of Professionals led by Sukant,
Rejith, Divya, Vivek and others
Former colleagues and friends from IIITM-K
The DEP-SSA Wiki Team at IGNOU led by Divya, Nisha &
Vivek
Several Faculty and Staff of IGNOU
To Vice Chancellor andAcademic Council
and Board of IGNOU
25

26. ACKNOWLEDGEMENTS
The ACIIL Team of Professionals led by Sukant,
Rejith, Divya, Vivek and others
Former colleagues and friends from IIITM-K
The DEP-SSA Wiki Team at IGNOU led by Divya, Nisha &
Vivek
Several Faculty and Staff of IGNOU
To Vice Chancellor andAcademic Council
and Board of IGNOU
26

27. T OGETHER
E VERYONE
A CHIEVES
M ORE
Thank You
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