Mobile Governance Facilitated by Kerala State IT Mission (IT Department, Government of Kerala) along with M/s.

MobME Wireless (Implementing agency for mobile solutions for state of Kerala) and the Department Total Service Providers
The Project Mobile Governance was initiated by Kerala State Government in order to utilize the strengths of Mobile penetration in the State using the concept of always-on connection for the delivery of citizen services to set up M-Government Services offered by government departments through mobile phones accessible to the citizens in the field, in the street, at home or other convenient locations on a 24 X 7 basis, rather than the users having to visit government offices or log on to the internet portals to access services. The project M-Governance in Kerala is perhaps the first comprehensive project of its kind undertaken by any state in the country. An encapsulated and comprehensive integrated Service Delivery Platform is being created and integrated with the e-Governance infrastructure, for enabling m-Services of various Departments in a Plug and Play fashion. The mGovernance Service Delivery Platform (SDP includes an uniquely branded, easy to remember Short Code 537252 (KERALA) the citizen has to remember the spelling of Kerala and type it in non-qwerty mobile keypad, which is the single touch point for availing many m-services of 90 State Government Departments. The three channels of mobile communication (Voice, Signaling and Data) and a wide range of technologies (Voice Applications, Applications using signaling channel and data service based Applications) are being used for this purpose. The Common Mobile Service Delivery Platform can be leveraged by departments for m-powering their services which include setting up of services for SMS, MMS, Voice and IVR platform ( a stack of hardware and software). The focus is to build a centralized platform into which the services/solutions for each and every Department can be integrated. The approach adopted is to identify services and design solutions, wherein the primary focus has been to leverage the existing networks and available wireless technologies .

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20 pilot services for citizens have been implemented which are given below: 1. Kerala Womens Commission (KWC) Implemented SMS based complaint registration system. 2. Kerala Engineering/Medical Entrance Exam Results : 2010 / 2011 Results were made live in the shortcode 537252. 3. Green Kerala Express The Ministry of Local Self Government, GoK and Suchitwa Mission initiated the Social Reality Show- Green Kerala Express where the Panchayat representatives present their work carried out during the last one year and the citizens sending the marks based on the presentation in addition to the marks awarded by jury members, to find the best Panchayat in Kerala. 4. Kerala State Film Development Corporation Mobile Ticket-Reservation. The service is running live for Kairali, Sree & Kalabhavan Theatres through Shortcode 537252. 5. Kerala Pareeksha Bhavan SMS Based file tracking system has been introduced. 6. Motor Vehicles Department SMS based Information System has been set up. Citizens can query information by sending SMS in the prescribed format to shortcode 537252. 7. Kerala Forest Department SMS based Timber Auction Alerts has been introduced. 8. Kerala Police An SMS based Helpline and Information System was introduced for the pilgrims to Sabarimala. The various information services provided for the devotees are information on pilgrim queue status, parking availability and weather status. 9. Department of Lotteries: Lottery results are made available in the shortcode. 10. Kerala State Road Transport Corporation: Citizen who wishes to find the bus timings can pass a message to 537252 in the prescribed format for getting the information. 11. Kerala Water Authority: Details regarding water bill is available in the shortcode 537252. Bulk SMS platform is also integrated to provide monthly bill alerts to customers. 12. Agricultural University: Regular Agriculture related updates on Weather/Pest/Seed/Price are being provided to registered farmers through MGovernance Platform. 13. Kerala Shops & Commercial Establishment Workers Welfare Fund Board: For delivering major information services to Board Members through M-Governance Platform. 14. Audio-Guide for Kerala Tourism: Audio Guide Service is designed to be a recorded, spoken-commentary for the major tourist locations of Kerala based on IVR, to help the tourists in having a self-guided tour in the State. 15. SSLC Results on Mobile: SSLC/VHSE results were made live on mobile. 16. Kerala State Financial Enterprises: Services to KSFE for sending chitty alerts and for official communications. 17. Kerala State Transport Project: Complaint Registration System of the Department. 18. Kerala Legislative Assembly: Providing meeting alerts to Ministers. An account has been allocated for KLA with Sender ID Niyamasabha for providing regular meeting updates to Ministers. 19. Information Kerala Mission:
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License Details (Corporation of Trivandrum): - Demand for payment of the requisite fee for application received, is generated and this intimation is sent to the applicant as an SMS. Later, when the license is processed, the final status (whether accepted or rejected) is also sent as an SMS. Property/Building Tax Demand Notice Profession Tax (Traders) - demand notice Dues related to Rent on Land and Buildings (owned by Corporation) 20. Department of Collegiate Education - Timely SMS alerts regarding scholarship information are being sent to students. Other services Dr.SMS Ds SMS is a significant mobile based project that provides users with a comprehensive list of medical facilities available in a chosen locality, like hospitals having expertise in various medical specialties etc. Out Bound Dialing Facility for KISSAN KERALA project The Mobile Service Delivery Platform has been integrated with the KISSAN KERALA project for providing push and pull based SMS services as well as Out Bound Dialer integration has been done for providing voice based services to Farmers in regional language (Malayalam). KISSAN Kerala project offered the following information through mobile: Information on the availability of planting materials SMS based Weather information SMS based information on the availability of Livestock Farms Soil Information on mobile SMS based two-way query answering system (Ask our Experts through mobile) SMS based alert for the new schemes declared by the Government SMS based intra Departmental information management system SMS based information on Krishideepam Television Program Access Agri Videos through your mobile Mobile voice based monthly crop management advise voice based information service Computerized Call Centre for Commercial Taxes Department The Multi-lingual IVR based Call centre and help desk has been established for the Commercial Taxes Department. The computerized call Centre is a fully managed Interactive
Voice Response Server System. A citizen who wishes to lodge complaint or a feedback can dial a 10 digit Number and record the complaint/feedback through an interactive process. Page 3 of 4

Callers will get a Unique registration number by SMS and Voice. They will receive alerts via SMS and Voice at various stages of the Complaint.

mGovernance Achievements & recognitions: Achievements: Could bridge the digital divide in Kerala. One of the comprehensive mobile governance projects in India o As many as 90 Departments are using the m-SDP to provide push and pull based services to the citizens and the portfolio of services is getting expanded. o About 110 accounts have been created and are in use by various Government Departments. Adopted by many states and admired by World Bank Based on the success of Kerala M-gov MSDG has found a place in the NeGP Could prove that ICT projects can bring in economic returns even to the Government and can generate surplus by way of revenue sharing agreement with the mobile operators. M-Governance involves the utilization of all kinds of wireless and mobile technology services, applications and devices for improving benefits for citizens, businesses and all Government departments. Recognitions: eWorld Awards 2011 Computer world Honours Laureate award 2011, instituted by IDG, Washington. Received the M-Billionth 2011, South East Asia Award and also reached 2nd place at E-asia 2011 Award for the best M-gov Project The project found its place in the ASSOCHAM-Delloite M-Vas Report 2011 as one of the success stories and has branded Kerala as one of the pioneers and early adopters of mobile-governance. The mobile governance project is being projected as an International best practice and a chapter is devoted for this case study in the World Bank's flagship publication ICT4D 2012 under the theme mobiles for development.

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