To transform the functioning, Government departments and Public Sector Units had embraced eGovernance. Successful eGovernance projects have also helped to bridge the digital divide which is very much needed in India. These have created enormous social values by letting the public interact with digital systems and access government services, schemes and subsidies.
Implementing eGovernance programs remains a tough challenge to conquer even for large IT solutions providers. Challenges arise due to the multi-dimensional nature of Government services, their complex interactions, and domain knowledge. In several situations domain knowledge is not documented or even if documented, it is obsolete. Besides proper development of IT solutions, Capacity building and change management remain a big hurdle. These situations often lead to abandoned or failed eGovernance projects. Most of the eGovernance projects achieve a fraction of the expected benefits.
Doing successful eGovernance projects requires mastery of these complex skill sets. However, there are success stories. North European country Estonia has done several massively successful projects. Singapore has also done excellent implementations in the eGovernance domain. In the United Kingdom gov.uk has done a fabulous job of standardizing the user interface. In the United States, United States Web Design Standards have set the interface design and standards which are used by multiple federal government agencies. Back at home, Bangalore-based Suparna Systems has consistently delivered one after another eGovernance and public sector IT projects. Suparna Systems is founded by Satish Kumar who is also its CEO.
Satish is quite known at the national level for his multiple works in eGovernance including COVID-19 IT software work in Karnataka. In Public Sector IT works, Satish has done ERP implementation at Hubli Electricity Supply Company, Hubli where he implemented operationally critical modules of Transformer Management, Store, and Projects management systems. The implementation also involved the Bill Payments system on the Finance and Accounts side. Satish devised and rigorously implemented a Communications plan which helped in change management. The implementation also resulted in a skills enhancement of a large number of operating staff. In every sense, the work is a masterpiece and a success story.
Satish is a champion of open source and he has implemented much Artificial Intelligence and Machine Learning Algorithms in his work. He had used machine learning classification algorithms for routing of complaints and services to correct offices which resulted in expedited resolutions.
AI/ML has the potential to transform every industry let alone eGovernance. However, implementing them is eGovernance going to bring radical transformation in ease of use and accessibility of Government services to the people. Satish and his company have already set the examples and we expect to see it coming many more from many startups and companies.