Resource Book on Good Practices in Social Sector Service Delivery 2015 PDF

Social Sector Service Delivery Good Practices Resource Book 2015 Social Sector Service Delivery Good Practices Resource Book 2015 © Copyright 2015 NITI Aayog Government of India This report does not necessarily reflect the views of the NITI Aayog, Government of India, and Un...

Social Sector Service Delivery Good Practices Resource Book 2015 Social Sector Service Delivery Good Practices Resource Book 2015 © Copyright 2015 NITI Aayog Government of India This report does not necessarily reflect the views of the NITI Aayog, Government of India, and United Nations Development Programme. All rights reserved. No part of this publication may be reproduced, stored or transmitted in any form or by any means without the prior permission of the NITI Aayog. Photo credits: © Cover photo (left) - Department of Drinking Water Supply (DDws), GoJ/ Open Defecation Free (ODF) Villages: Creating and sustaining Nirmal Grams through community participation in Jharkhand © Cover photo (centre) - District Administration, Badaun/ Daliya Jalao: Liberating and rehabilitating manual scavengers in Badaun of Uttar Pradesh © Cover photo (right) - OneWorld Foundation India/ Organic Rice Production by SRI: Empowering women in Maharashtra © Other photographs used in this resource book are courtesy OneWorld Foundation India, unless otherwise indicated Prepared by O n e Wo r l d F o u n d a t i o n I n d i a  ACKNOWLEDGEMENT The Resource Book on Good Practices in the Social Sector Delivery, 2015 has been prepared under the guidance and support of NITI Aayog (erstwhile Planning Commission), Government of India and United Nations Development Programme. The Resource Book has been prepared under the overall guidance of Smt. Sindhushree Khullar, CEO, NITI Aayog and leadership of Mr. Dheeraj Gupta, Joint Secretary, NITI Aayog & National Project Director (NPD), GOI-UNDP project ‘Human Development: towards Bridging Inequalities’ (HDBI). Mr. Tuhin K Pandey, the earlier Joint Secretary, Government of India & NPD - HDBI project, also provided valuable suggestions in developing the action plan and conceptual development of the framework for the compendium. While Dr. Sharad Pant, Director, State Plans, NITI Aayog facilitated the process, senior officials of NITI Aayog (erstwhile Planning Commission) provided valuable suggestions from inception to compilation to finalisation of the case studies for the compendium. The cooperation of the State Governments and UT Administrations in the selection of good practices, conducting of field research on selected initiatives and validation is gratefully acknowledged. The preparation of the Resource Book entailed extensive secondary and primary research using tools such as data collection, in- depth structured interviews of key stakeholders, focus group discussions and semi-structured interviews of the beneficiaries across 24 States and UTs in India. This was possible due to the unconditional support extended by the officers and field functionaries, without which documenting and validating the case studies would have been a challenge. The UNDP team led by Dr. A.K. Shiva Kumar, Director, International Centre for Human Development; Ms. Sumeeta Banerjee, Head Governance unit and Ms. Ritu Mathur, Programme Analyst, Governance unit; and supported by HDBI project team comprising of Dr. Swayamprabha Das, Ms. Kavya Bopanna, Ms. Simran Bawa and Ms. Rosalin Mohapatra provided inputs, suggestions and handholding throughout the assignment. This resource book is truly a team work based on diligence and perseverance. The OneWorld Foundation India led by Mr. Rajiv Tikoo is commended for the hard work and diligence in preparing the compendium. The team members of OWFI including Mr. Bijoy Patro, Rupinder Kaur, Abdul Muheet Chaudhary, Bhavya Goswami, Kavitha Kunhi Kannan, Shruti, Ashok Kumar, Kavita Sharma and Rahul Kumar are acknowledged for their contribution to the resource book.  Hkkjr ljdkj uhfr vk;ksx Dheeraj Gupta Joint Secretary ubZ fnYyh - 110 001 Government of India Government of India & National Project Director NATIONAL INSTITUTION FOR TRANSFORMING INDIA – HDBI project NITI NEW DELHI - 110001 FOREWoRD The Resource Book on Good Practices in Social Sector Service Delivery, 2015 is a product of our endeavour to codify, deconstruct and disseminate information on successful government interventions in the social sector, with the aim of facilitating knowledge sharing, adaptation and replication to localized contexts. This resource book follows two previous good practice complications that have been produced in past collaborations between the erstwhile Planning Commission and the United Nations Development Programme. This compendium has been prepared under the GOI-UNDP project ‘Human Development: towards Bridging Inequalities’ and document good practices implemented in the States and UTs. The thirty-seven good practices documents in the form of case studies have undergone elaborate process of validation and verification. Spread across eleven thematic categories, each case study highlights relevant features including rationale, resources utilized, impact, replicability and sustainability. By sharing the valuable insights held by those conceptualizing and operating such interventions, the book seeks to foster greater dialogue between planners, researchers and development practitioners across the States. The views of beneficiaries lend a grounded perspective and are suggestive of the prospects these interventions hold in new regions. This resource book is presented to the Ministries and the State Governments with the confidence that it will stimulate more robust channels of communication between States on expedient practices, drive adaptation and replication, and strengthen social sector delivery for the benefit of all. Dheeraj Gupta  Mk- vjfoUn ikuxfM+;k Hkkjr ljdkj mik/;{k uhfr vk;ksx, laln ekxZ Dr. Arving Panagariya ubZ fnYyh & 110 001 Vice ChaIrman Phones : 23096677, 23096688 Government of India Fax : 23096699 NATIONAL INSTITUTION FOR TRANSFORMING INDIA Email : [email protected] NITI Aayog, Parliament Street New Delhi - 110 001 MESSAGE The success of a nation is ultimately measured by the wellbeing of its people. From a promising start in the 1950s, to challenging times in the 1970s to the phenomenal growth in the last two decades, India has come a long way since independence in 1947. Being a welfare state, the foremost priority of successive governments has been to combat poverty and promote equality. Among other things, this means active participation of the government in sectors such as health, education and employment. New initiatives of the Government such as ‘Skill India’ and ‘Make in India’ ambitiously aim to harness the benefits of economic growth on a global scale. To ensure inclusion, it is important that the government programmes to provide basic amenities to all are complemented by expanded and diverse employment opportunities through sustained rapid growth. The “Resource Book on Good Practices in Social Sector Service Delivery 2015” brings together many such initiatives in areas such as social security, infrastructure, child protection and local governance. These initiatives are particularly noteworthy for their innovative implementation and impact. We at NITI Aayog hope that the States and Union Territories will find these innovative programmes useful as they continue to combat poverty and bring prosperity to their people. Arvind Panagariya  flU/kqJh [kqYyj Hkkjr ljdkj Sindhushree Khullar uhfr vk;ksx, laln ekxZ eq[;dk;Zdkjh vf/kdkjh ubZ fnYyh &110 001 Chief Executive Officer Email: [email protected] Government of India Tel : 23096576 NITI Aayog, Sansad Marg Fax : 23096575 New Delhi -110 001 MESSAGE The national planning process in India is based on the assessment of the country’s material, capital and human resources and to formulate a plan for inclusive and balanced growth. This is captured in the country’s Five Year Plans and further translated into various programmes and schemes with the aim of achieving inclusive growth and provide for social and economic opportunities for the people. Consequently, the social sector in India is replete with a variety of development initiatives introduced and managed by National and State Governments. Some of these initiatives have showcased innovative approaches, effective strategies, sustainability, and an exemplary ability to reach the marginalized. In the interest of providing greater impetus to the country’s development process, it becomes essential to share the knowledge gained from these successful practices using a national platform, so that such initiatives may be replicated and taken to scale. The “Resource Book on Good Practices in Social Sector Service Delivery 2015” features some such case studies that include innovative interventions in development practice across Indian States that are successfully addressing persistent challenges for improving the life conditions of the beneficiaries and achieving economic growth. This compendium prepared under the GOI-UNDP project ‘Human Development: towards Bridging Inequalities’ (HDBI), further reflects NITI Aayog’s emphasis on knowledge sharing across various stakeholders, especially the State Governments, and also processes to expedite stronger communication regarding replicable development practices in India. It is hoped that the resource book will encourage further uptake of promising interventions in social sector service delivery and prompt greater government action in support of enabling better lives and opportunities for all. Sindhushree Khullar United Nations Development Programme MESSAGE We laud the NITI Aayog and the Government of India for leading the preparations of this Resource Book that documents and analyzes 37 carefully selected good practices put in place by state governments across different sectors in India. The Resource Book acknowledges the efforts of state governments and other stakeholders in ensuring better public service delivery. It identifies and assesses factors that have contributed to the success of such initiatives with the intension of promoting cross-learning among development partners in the states. It features good practices that are relevant to and have the potential for adaptation to new contexts. The Resource Book identifies the following key elements for an initiative to succeed - community participation, decentralisation and convergence, multipronged implementation strategies, effective monitoring and evaluation, sound knowledge management and public private partnerships. The UNDP commends NITI Aayog’s and Government of India’s commitment to facilitating substantive and action-oriented knowledge-sharing between states, and affirms its support in aid of revitalising public action for development. Jaco Cilliers Resident Representative a.i. and Country Director  Contents Acknowledgement iii Foreword iv Messages v-vii Abbreviations xiii Part I: Understanding the Resource Book 1 1.1 Background 3 1.2 Organisation of the resource book 3 1.3 Conceptual framework 3 1.4 Definition of good practice 3 1.5 Methodology adopted for identification, assessment and documentation of best practices 4 1.6 Structure of case studies 5 1.7 Overview and key lessons learned 6 1.8 Concluding section 10 PART II: The Case Studies I CHILD PROTECTION 15 2.1 Sampark: Reaching out through school student helpline in Odisha 17 II EDUCATION 23 2.2 Migration Card and Migration Monitoring Software: Tracking and educating migrant children in Gujarat 25 2.3 Porta Cabins: Residential schools for children in LWE-affected areas of Chhattisgarh 33 2.4 Pratibha Parv: Strengthening quality of education in government schools of Madhya Pradesh 39 2.5 Saakshar Bharat: Sustaining and enhancing efforts in adult education in Andhra Pradesh 45 III ENVIRONMENT 51 2.6 Avadi Sewage Treatment Plant: Sustainable off-grid sewage treatment in Chennai 53 2.7 Dhara Vikas: Creating water security through spring-shed development in Sikkim 57 Social Sector Service Delivery: Good Practices Resource Book 2015 2.8 Environment Management Initiative: A unique low-cost model in Andaman and Nicobar Islands 63 2.9 Forest Produce Tracking System: Facilitating resource management from source to sink in Karnataka 69 2.10 Integrated Basin Development and Livelihood Promotion Programme: Fostering a spirit of 75 entrepreneurship in Meghalaya 2.11 Lake Restoration: Two successful models of lake restoration in Rajasthan (Mansagar) and Karnataka 83 (Kaikondrahalli) 2.12 Mazhapolima: Ensuring water security through participatory well recharge in Kerala 89 2.13 SAFAR: System of Air quality Forecasting And Research in metropolitan cities like Delhi 95 2.14 Sustainable Plastic Waste Management Plan: Defending the fragile eco-system of Himachal Pradesh 101 IV Financial inclusion 107 2.15 Panchayat Banks: Providing banking facilities at the village level in Jharkhand 109 V FOOD SECURITY AND PUBLIC DISTRIBUTION 115 2.16 Arun ePDS: ICTs and process re-engineering for an efficient Public Distribution System in 117 Arunachal Pradesh 2.17 Dilli Annashree Yojna: Food security for the vulnerable in Delhi 123 2.18 e-Uparjan: Re-inventing the procurement system through digitisation in Madhya Pradesh 129 VI HEALTH 137 2.19 Arogyakeralam Palliative Care Project: Ensuring care and support for the chronically ill & infirm in Kerala 139 2.20 CATCH: Ensuring quality healthcare for all in Sikkim 145 2.21 Decentralisation of ICDS Supplementary Nutrition Programme: Ensuring timely and quality nutrition to 151 all beneficiaries in Odisha 2.22 Indira Bal Swasthya Yojana: Applying preventive healthcare measure to promote children’s health 159 in Haryana 2.23 KIDROP: Preventing vision loss in premature infants of undeserved areas in Karnataka 165 2.24 Mo Masari: Using a simple solution to protect pregnant women and children from malaria in Odisha 171 2.25 NRHM Initiatives: Improving access to healthcare through strategic incentives in Assam 177 VII INFRASTRUCTURE AND DEVELOPMENT 183 2.26 Intelligent Transport System: Improving urban public transport in Mysore 185 LOCAL GOVERNANCE 193 2.27 24 x 7 Metered Water: Improving water supply in rural areas of Punjab 195 2.28 Entitlement-Based District Planning: Innovating planning process for accuracy and efficiency in Bihar 203 Social Sector Service Delivery: Good Practices Resource Book 2015 VIII SOCIAL SECURITY 211 2.29 Aam Aadmi Bima Yojna: Life insurance for rural landless labourers in Andhra Pradesh 211 2.30 Daliya Jalao: Liberating and rehabilitating manual scavengers in Badaun of Uttar Pradesh 217 2.31 Forest Rights Act, 2006: Distributing land deeds to tribal people in Tripura 223 2.32 Himayat: Placement linked skill development in Jammu and Kashmir 229 2.33 Samarpan: Early identification and intervention to check disability in Madhya Pradesh 237 IX WATER AND SANITATION 245 2.34 Community Managed Water Supply Programme: Bringing drinking water to the doorsteps of people in 247 rural Gujarat 2.35 Open Defecation Free Villages: Creating and sustaining Nirmal Grams through community 253 participation in Jharkhand X WOMEN’S EMPOWERMENT 259 2.36 Ghar Doghaanche Abhiyan: Joint ownership of housing by husband and wife in Maharashtra 261 2.37 Organic Rice Production by SRI: Empowering women in Maharashtra 267 PART III: Lessons Learnt 3.1 Child Protection 275 3.2 Education 275 3.3 Environment 275 3.4 Financial Inclusion 276 3.5 Food Security and Public Distribution 276 3.6 Health 276 3.7 Infrastructure and Development 277 3.8 Local Governance 277 3.9 Social Security 277 3.10 Water and Sanitation 277 3.11 Women’s Empowerment 278 3.12 Conclusion 278 annexure Annexure I 285 Annexure II 293 Social Sector Service Delivery: Good Practices Resource Book 2015  List of Abbreviations AABY Aam Aadmi Bima Yojana CEO Chief Executive Officer ACWADAM Advanced Centre for Water Resources CDO Chief Development Officer Development and Management CDMO Chief District Medical Officer AECs Adult Education Centres CEO Chief Executive Officer AMC Ahmedabad Municipal Corporation CF Conservator of Forests ANC Antenatal Care CHC Community Health Centre ANM Auxiliary Nurse Midwives CHD Coronary Heart Disease APCCF Additional Principal Chief Conservator of CLDP Comprehensive Livelihood Development Forests Plan APCCWS Arunachal Pradesh Civil Consumer CM Chief Minister Welfare Society CMRC Community Managed Resource Centre API Annual Parisitic Incidence CMSU Community Management Support Unit APL Above Poverty Line CDPO Child Development Programme Officer APM Assistant Project Manager CRC Composite Regional Centre AQI Air Quality Index CRC Cluster Resource Centre ARDD Animal Resource Development CRPF Central Reserve Police Force Department CRRI Central Road Research Institute ARSH Adolescent Reproductive and Sexual CSCs Common Service Centres Health CSR Corporate Social Responsibility ASHAs Accredited Social Health Activists CT Community Training ATM Automated Teller Machine CTEV Congenital Talipes Equino Varus AWADHI Air Quality and Weather- Assessment and DAY Dilli Annashree Yojna Data on Hi-Tech-Digital India DBT Direct Benefit Transfer AWCs Anganwadi Centres DCF Deputy Conservator of Forests AWW Anganwadi Workers DCO District Coordinating Officer BARC Bhabha Atomic Research Centre DDRC District Disability Rehabilitation Centre BBMP Bruhat Bengaluru Mahanagara Palike DDS Digital Display Board System BC Backward Class DDST Denver Development Screening Test BCC Behaviour Change Communication DDWS Department of Drinking Water and BDO Block District Officer Sanitation BDUs Basin Development Units DECC District Employment and Counselling BM Bima Mithra Centre BMTC Bangalore Metropolitan Transport DEST Department of Environment, Science and Corporation Technology BPL Below Poverty Line DFCS Department of Food and Civil Supplies BPO Business Process Outsourcing DFID Department for International BRC Block Resource Centre Development BRDC Bio-Resources Development Centre DFSCA Department of Food Supplies and BRTS Bus Rapid Transit System Consumer Affairs BTADs Bodoland Territorial Area Districts DF & CSO Department of Food and Civil Supplies CATCH Comprehensive Annual and Total Health Office Check-up for Healthy Sikkim DLC District Level Committee CBOs Community Based Organisations DM District Magistrate Social Sector Service Delivery: Good Practices Resource Book 2015 DMO District Malaria Officer Sanitation Committees DoFCS & CP Department of Food, Civil Supplies and GRCs Gender Resource Centres Consumer Protection GWSSB Gujarat Water Supply And Sewerage DoPD Department of Planning and Development Board DPM District Programme Manager HH & SD Handloom, Handicrafts and Sericulture DPMC District Programme Management Cell Department DRWSS Department of Rural Water Supply and HCM Hot Cooked Meal Sanitation HP Himachal Pradesh DSC Disability Service Centre HRD Human Resource Development DWSM Drinking Water and Sanitation Mission HWs Health Workers EBDP Entitlement-Based District Planning IAF Indian Air Force EDCT Early Diagnosis And Complete Treatment IAY Indira Awaas Yojana EFCs Enterprise Facilitation Centres IBDLP Integrated Basin Development and eFMS Electronic Fund Management System Livelihood Promotion Programme ENT Ear, Nose & Throat IBSY Indira Bal Swasthya Yojana ePDS Electronic Public Distribution System IBT Introduction to Basic Technology ETA Estimated Time of Arrival ICDS Integrated Child Development Services ETD Estimated Time of Departure ICTs Information and Communication ETP Effluent Treatment Plant Technologies FC Fully Covered IDA International Development Association FCI Food Corporation of India IEC Information, Education and FIR First Information Report Communication FMS Fund Management System IFAD International Fund on Agricultural FPS Fair Price Shops Development FPTS Forest Produce Tracking System IIM Indian Institute of Management FRA Forest Rights Act IISc Indian Institute of Science FRC Forest Rights Committee IITM Indian Institute of Tropical Meteorology FRU First Referral Unit IJBP Indira Jeevitha Bima Pathakam FSOs Food Security Offices IL & FS Infrastructure Leasing and Financial FTDs Fever Treatment Depots Services GCERT Gujarat Council of Education Research IMD Indian Meteorological Department and Training IMR Infant Mortality Rate GEF Global Environment Facility INR Indian National Rupee GIS Geographic Information Systems IPC Inter Personal Communication GIZ Gesellschaft für Internationale IPD Indoor Patient Department Zusammenarbeit IPGMER Institute of Post-Graduate Medical GNCTD Government Of National Capital Territory Education and Research Of Delhi IPM Institute of Palliative Medicine GNMs General Nurses and Midwives IRS Indoor Residual Spray GoB Government of Bihar ISA Implementation Support Agency GoI Government of India ISRO Indian Space Research Organisation GoJ Government of Jharkhand IT Information Technology GKS Gaon Kalyan Samitis ITMNs Insecticide-Treated Mosquito Nets GoMP Government of Madhya Pradesh ITS Intelligent Transport System GoS Government of Sikkim IVDP Integrated Village Development Plan GPs Gram Panchayats IVRS Interactive Voice Response System GPS Global Positioning System IWMP Integrated Watershed Management GPRS General Packet Radio Service Programme GPWSCs Gram Panchayat Water Supply and JDA Jaipur Development Authority Social Sector Service Delivery: Good Practices Resource Book 2015 JMRPL Jal Mahal Resorts Pvt Ltd MSNDC Meghalaya State Natural Disaster JPHN Junior Public Health Nurse Monitoring Centre J&K Jammu & Kashmir MSP Minimum Support Price KIDROP Karnataka Internet Assisted Diagnosis of MTPA Meghalaya Trade Promotion Agency ROP MVH Most Vulnerable Households KFC Kentucky Fried Chicken NASSCOM National Association of Software and KFD Karnataka Forest Department Services Companies KSD Knowledge Services Division NBA Nirmal Bharat Abhiyan KSRTC Karnataka State Road Transport NC Not Covered Corporation NCERT National Council for Educational Research LAMPS Large-sized Multi-purpose Co-operative and Training Society NCMCs Nutrition Counselling cum Management LAN Local Area Network Centres LLINs Long-Lasting Insecticidal Nets NEUPA National Educational University of LIC Life Insurance Corporation Planning and Administration LSGIs Local Self Governments Institutions NGOs Non-Governmental Organisations LWE Left Wing Extremism NIC National Informatics Centre MAPSAS Mahadevapura Parisara Samrakshane NIMHANS National Institute of Mental Health and Mattu Abhivrudhi Samiti Neurosciences MARKFED Madhya Pradesh State Cooperative NIMH National Institute of Mentally Marketing Federation Limited Handicapped MAVIM Mahila Arthik Vikas Mahamandal NMSC National Merit Scholarship Corporation MBDA Meghalaya Basin Development Authority NICUs Neonatal Intensive Care Units MBDC Meghalaya Basin Development Council NIOD National Institute of Orthopaedic MCTD Mysore City Transport Division Disability MGNREGA Mahatma Gandhi National Rural NIOS National Institute of Open Schooling Employment Guarantee Act NIRD National Institute of Rural Development MGNREGS Mahatma Gandhi National Rural NIPI Norway India Partnership Initiative Employment Guarantee Scheme NIVD National Institute of Visual Disability MIE Meghalaya Institute for Entrepreneurship NNPC Neighbourhood Network in Palliative Care MIS Management Information System NPCI National Payments Corporation of India MLAs Members of the Legislative Assembly NRCs Nutrition Rehabilitation Centres MMFC Mobile Multi-Facility Centre NREGA National Rural Employment Guarantee Act MMCU Mazhapolima Monitoring and NRHM National Rural Health Mission Coordination Unit NRLM National Rural Livelihood Mission MMR Maternal Mortality Rate NRM Natural Resource Management MMS Migration Monitoring Software NRMCs National Resource Management MLP Micro-Livelihood Development Plan Consultants MoES Ministry of Earth Sciences NSSO National Sample Survey Organisation MoRD Ministry of Rural Development NVBDCP National Vector Borne Disease Control MoUD Ministry of Urban Development Programme MP Madhya Pradesh OCSCCA Odisha Civil Services Classifications, MPSCSC Madhya Pradesh State Civil Supply Control and Appeal Rules Corporation ODF Open Defecation Free MPWLC Madhya Pradesh Warehouse & Logistics O&M Operations and Maintenance Corporation OP Out Patient MR Mentally Retard OPD Outpatient Department MS Mandal Samakhya OSHP Odisha State Health Plan MS Morning Snacks OTFD Other Forest Dwellers Social Sector Service Delivery: Good Practices Resource Book 2015 PC Partially Covered ST Scheduled Tribe PCUs Palliative Care Units STP Sewage Treatment Plant PDS Public Distribution System SUTP Sustainable Urban Transport Project PHCs Primary Health Centres SWAP Sector Wide Approach PIA Project Implementing Agency SWOT Strengths, Weaknesses, Opportunities, and PILs Public Interest Litigations Threats PMIS Partner Management Information SWSM State Water and Sanitation Mission System Tent STPs Tent Special Training Programmes PoS Point of Sale THR Take-Home Ration PPAFO Portable Powered Ankle Foot Orthosis TMI The Mountain Institute PPP Public Private Partnerships TMST Technical and Management Support Team PRA Participatory Rural Appraisal TNPHC Tamil Nadu Police Housing Corporation PRIs Panchayati Raj Institutions ToTs Training of Trainers PTGs Particularly Vulnerable Tribal Groups TP Transit Pass PWD Public Works Department TPDS Targeted Public Distribution System QR Quick Response TSC Total Sanitation Campaign RAPID Reaching and Programming for TWD Tribal Welfare Development Identification of Disabilities U5 Under Five RBC Residential Bridge Courses UIDAI Unique Identification Authority of India RBSK Rashtriya Bal Swasthya Karyakram ULBs Urban Local Bodies RFO Range Forest Officer UNDP United Nations Development Programme RMDD Rural Management and Development UNICEF United Nations Children’s Fund Department UNISDR United Nations Office for Disaster Risk ROP Retinopathy of Prematurity Reduction RSK Rajya Shiksha Kendra UNOPS United Nations Office for Project Services RTE Right to Education UPB Unique Payment Bridge SAFAR System of Air quality Forecasting And UPC Unplasticised Polyvinyl Chloride Research VAT Value Added Tax SAM Severe Acute Malnutrition VAP Village Action Plan SBI State Bank of India VBD Vector Borne Disease SC Scheduled Caste VBDCP Vector Borne Disease Control Programme SCA Service Centre Agencies VCRO Voice for Child Rights Odisha SDLC Sub-Divisional Level Committee VHNDs Village Health and Nutrition Days SDM Sub District Magistrate VLC Village Level Committee SEE J&K Skill, Empowerment and Employment in VLEs Village Level Entrepreneurs J&K Scheme VO Voluntary Organisation SERP Society for Elimination of Rural Poverty VMU Vehicle Mounted Unit SHGs Self Help Groups VWSC Village Water and Sanitation Committee SIP Silver Ionisation Plant WASH Water, Sanitation and Hygiene SIRD State Institute for Rural Development WASMO Water and Sanitation Management SLC State Level Committee Organisation SMC School Management Committee WCD Women and Child Development SMS Short Message Service WHO World Health Organisation SNCU Sick Newborn Care Unit WSSCC Water Supply & Sanitation Collaborative SNP Supplementary Nutrition Programme Council SR State Representative WWF World Wildlife Fund for Nature SRI System of Rice Intensification ZLSS Zilla Lok Shikshan Sansthans SSA Sarva Shiksha Abhiyan ZS Zilla Samakhya Social Sector Service Delivery: Good Practices Resource Book 2015  Part I Understanding the Resource Book Social Sector Service Delivery: Good Practices Resource Book 2015  part I 1.1 Background along with the resources required, illuminates the manner in which successful interventions have addressed contextual The social sector in India has numerous successful specificities, and examines the sustainability and replicability development initiatives led by various actors and agencies. of each documented initiative to provide a ready reference These initiatives showcase innovative approaches, effective point for consideration. strategies, long-lasting impact and sustainability in reaching out to the most marginalised sections of the population. However, these success stories and good practices need 1.2 Organisation of the resource book to be disseminated widely across various stakeholders, so as to generate greater momentum across the country for learning, adaptation and replication of their basic features. This resource book is organised in three parts. The first There is thus an urgent need for identification, systematic part provides a background and an overview to the codification, documentation and dissemination of such case studies. It also describes the underlying conceptual good practices and innovative approaches in social sector framework and methodology adopted to select, delivery. Detailed analytical documentation, providing document and analyse the identified good practices. the nuances of these initiatives is required to facilitate The second part presents the narratives of case studies adaptation and replication in new areas. of good practices and the third part is the concluding section presenting lessons learnt from a perusal of these The then Planning Commission1, Government of India, good practices by thematic area. and the United Nations Development Programme (UNDP) have published two compendiums of case studies on good practices in social sector service delivery 1.3 Conceptual framework in 2002 and 2009. These compendiums were prepared with the objective of disseminating successful approaches in the social sector and to encourage their replication Planners attempt to ensure that development plans and to provide greater impetus to development processes policy initiatives are conceived in light of a problem in other parts of the country. Considering the utility of context using innovative, context-based solutions. These these compendiums as reliable reference material, this initiatives set for themselves certain goals and determine exercise was extended to document newer case studies the gamut of services that they intend to provide to their and disseminate them in the form of a new, updated target beneficiaries. The efficiency of such development Resource Book. The current Resource Book is intended initiatives is determined by their capacity to address the to assist understanding of the implementation of good core problem and ensure sustainability. This resource practices in different Indian states and to facilitate their book contains a collection of practices that have been replication in different parts of the country. OneWorld successful in achieving their identified goals and have Foundation India (OWFI), a New Delhi-based NGO, was excelled in delivering necessary social services to their entrusted with the task of preparing this Resource Book. intended beneficiaries. It presents a broad range of effective initiatives with the belief that these can be This Resource Book focusses on the documentation and replicated in other parts of the country to greater benefit. analysis of good practices that are being implemented in The intention is to facilitate learning from these initiatives the form of government schemes and policies across various through proper process documentation and analysis of social sectors. Thirty-seven case studies from 22 states and 2 impact, replicability and sustainability. union territories across the country have been documented after a detailed process of data collection, verification and validation. The validation has helped bring out a number of 1.4 Definition of good practice aspects applicable to any policy initiative, irrespective of the thematic focus area. Thus, these good practices have also been analysed in two ways – one, in relation to the wider Given the plethora of innovative approaches to address public policy context, by highlighting lessons learnt from human development challenges in various contexts and their implementation which could be applied across themes, settings, assessing which of these innovations qualify as and two, in relation to the specific thematic area, drawing ‘good practices’ has been a challenge. For this purpose, out critical factors for consideration by other planners or a ‘good practice’ was defined as ‘a practice with various practitioners focusing on the same theme. In attempting special characteristics such as innovativeness, ability to to support the creation of a community of practice and lead to an actual change, having an impact on policy peer-to-peer interaction, this resource book documents environment, replicability and sustainability (ability to implementation strategies and the roles of stakeholders self-support)’.2 1 Known as NITI Aayog (or National Institution for Transforming India) from 1st January 2015. 2 Government of India, Planning Commission and United Nations Development Programme – India. Social Sector Service Delivery: Good Practices Resource Book. 2009. Social Sector Service Delivery: Good Practices Resource Book 2015 3  Understanding the Resource Book 1.5 Methodology adopted for identification, region-specific context. Its scope was analysed keeping in assessment and documentation of best mind whether it was a long-term or short-term problem and its scale to be highlighted by studying its outreach practices potential. The number of project beneficiaries was a critical indicator for ascertaining the outreach of the The OWFI Knowledge and Research team initiated the project and, therefore, its potential to create an impact. process of identification with an inception report to the then Planning Commission and UNDP. Following Two, the extent of innovation made in the initiative was this, a set of evaluation criteria was jointly developed seen as another critical criterion. A comparison of good to rigorously define a ‘good practice’ so as to enable practices addressing similar problems across states was selection. More information on the evaluation criteria undertaken in order to determine the uniqueness of is provided in the following sub-section. The project each good practice and shortlist initiatives that displayed started with background research on best practices in a higher ‘innovation potential’. social sector delivery in India. In February 2013, the then Planning Commission, UNDP and OWFI met to Three, each ‘good practice’ was rated on its use of discuss the methodology to be adopted and to finalise infrastructure (physical infrastructure), human resources the roadmap with timelines. The discussions included and technology (including information technology) sourcing of good practices, development of templates, requirements. Initiatives reflecting the most efficient/ key contact points for communication and holding optimal utilisation of existing infrastructural facilities were preliminary discussion on the final deliverables. preferred as this significantly increases the feasibility of replicating an initiative. A template for submitting the good practices, enumerating the criteria for identifying the case studies, Four, the impact of the initiative was another critical was developed under the guidance of the Joint Secretary, indicator while shortlisting good practices. This was State Plans, erstwhile Planning Commission & National considered essential to understand whether the initiative Project Director of the GOI-UNDP project “Human had been able to achieve the results it had aimed for at Development towards Bridging Inequalities” (HDBI). A the planning stage. call for submissions of good practices was issued by the then Planning Commission to the Planning Departments Five, sustainability was a key criterion. Any good practice of all the State governments and UT administrations; and that could not be sustained had limited value from the was hosted on the HDBI project webpage allowing for perspective of documentation in the current resource ready reference. Meanwhile, a list of themes was drawn book and therefore much importance was associated up by OWFI based on human development indicators, with adequately verifying sustainability by examining Millennium Development Goals, previous resource the initiative against criteria such as: social support books on good practices in social sector service delivery, (continued participation of beneficiaries and local and the 13th chapter of the Economic Survey 2012-2013 communities, robustness of grassroots organisations, that focussed on Human Development. creation of local assets for community); technical soundness; government commitment; financial viability; Finally, it was jointly decided that the major themes stakeholder commitment; environmental impact and and sectors under which good practices would be protection; resilience to exogenous factors, etc. categorised would include - Child Protection, Education, Environment, Financial Inclusion, Food Security and Public Six, the potential of the good practice to be replicated Distribution, Health, Infrastructure and Development, was a significant criterion. This was analysed by assessing Local Governance, Social Security, Water and Sanitation the necessary conditions for its effective replication. and Women’s Empowerment. Initiatives that could be easily replicated and up-scaled in different contexts and settings were preferred to highly localised initiatives with low replication potential. Each 1.5.1 Evaluation criteria for the case studies initiative was studied in relation to its intra-departmental, inter-departmental and inter-state up-scaling potential. Initiatives that provided concrete evidence of replication Six evaluation criteria were used for shortlisting good during their implementation timeframe were also practices, conforming to the key issues of relevance, preferred for documentation. outcomes, innovation and sustainability of the initiatives. One, the nature, scope and scale of the problem that 1.5.2 Process of final selection of case studies a particular initiative aimed to address were used to determine the applicability and relevance of the said initiative to a different context. The nature of the problem In response to the letter from the then Planning was studied in terms of its social, economic, political or Commission to the States requesting submission of good 4 Social Sector Service Delivery: Good Practices Resource Book 2015  part I practices,37 good practices were received from 14 studies were evaluated meticulously by OWFI, and states and 2 UTs, across 11 sectors/themes. The 37 case after discussion with the then Planning Commission and studies submitted by the States were vetted according UNDP, only the 37 good practices which were validated to the six evaluation criteria and only 13 case studies were selected for documentation. that met the criteria could be shortlisted for inclusion in the good practices resource book. 1.6 Structure of case studies Considering that the resource book aimed to include 35-40 case studies, OWFI Knowledge and Research team carried out secondary research and shortlisted The case studies are presented in a simplified format additional initiatives across the country, using the six for easy reference and understanding. The sections criteria for evaluation. In the process, OWFI shortlisted describing the various features of the good practice are 44 case studies for consideration by the then Planning as follows: Commission and UNDP. All together, the case studies were classified under five geographical regions and I. Summary: This section provides a crisp overview three major heads- i) case studies submitted by state of the innovative aspects of the case study and its governments and shortlisted, ii) case studies submitted impact, highlighting the key factors that make it a by state governments and not accepted, and iii) potential ‘good practice’. case studies shortlisted by OWFI through secondary research. II. Rationale: This section describes the situation or the problem at hand and the difficulties in social service The case studies were presented by OWFI and were delivery that contributed to the genesis of the good deliberated upon in successive meetings at the then practice. Planning Commission under the Chairmanship of the Joint Secretary, State Plans & National Project Director, III. Objectives: This section highlights the prime HDBI project; and attended by Advisers, erstwhile objectives of each case study. Planning Commission, UNDP and the HDBI project team. The discussion resulted in shortlisting of 44 IV. Key Stakeholders: This section consists of information case studies (13 case studies out of 37 received from on the roles and responsibilities of stakeholders the States/UTs and 31 potential case studies (from 44) at different levels of the scheme/programme. A identified by OWFI), The shortlisted case studies across graphic illustration provides a clear idea on the level the various themes are presented in Table 1 along with of influence of each stakeholder and their role in an indication of their geographical spread. the initiative. V. Implementation Strategy: This section describes 1.5.3 Research Methodology in detail the process flow and the strategy used in implementing the initiative. This segment attempts to provide adequate and suitable information In order to validate and verify the case studies as ‘good for prospective replication that could be tailored practices’, and to fill information gaps, OWFI contacted according to the local need. the concerned State department and the key stakeholders of each good practice. This was followed up with field VI. Resource Utilisation: This section provides an trips, which involved the use of various quantitative and overview on resources – human, infrastructural, qualitative data collection tools. In-depth interviews were technological etc., – that are pre-requisites to conducted with beneficiaries and project/programme implementing the initiative. authorities executing the initiatives, in order to fill up the gaps identified through secondary research. These VII. Impact: This section highlights the successes and interviews were based on structured and semi-structured achievements of the initiative. Aspects such as questionnaires, and qualitative data was further enhanced level of community mobilisation and participation, through the use of focus group discussions. Quantitative developing simplified processes and structures by data regarding the initiative was obtained directly from merging new and old techniques are taken note of the implementing officials, from their records. here. The impact was measured in both quantitative and qualitative terms. For assessing quantitative The process of validation was undertaken between impact, the data obtained from official records of the October 2013 and March 2014. During this time, the initiative held by implementing officers was relied team members visited 25 states across India where upon besides other relevant data the team collected shortlisted (potential) good practices had been identified. during field visits. The qualitative perspective came Using the information obtained from a combination of from experiences shared by the beneficiaries during primary and secondary research, the 44 shortlisted case field visits. Social Sector Service Delivery: Good Practices Resource Book 2015 5  Understanding the Resource Book VI. Key Challenges: This section contains information Community participation is critical to ensuring on the challenges faced by the initiative across all relevance and effectiveness stages of its progress, and the manner in which these were addressed. Community involvement plays a critical role at different VIII. Replicability and Sustainability: This section examines stages of an initiative, to ensure that it is relevant to the the technical soundness and financial viability of the people’s needs,that it is implemented with consideration initiative. Stress has been laid on understanding the to contextual sensitivities, and that it is sustained over time. possibility of replication by highlighting prerequisites This is true for a majority of the initiatives documented for implementing this initiative and the potential in this resource book, with the few exceptions being it has for up-scaling. Many initiatives that have those good practices involving e-Governance or received various awards are already in the process process re-engineering which hinge largely on internal of replication in other states and this information has reforms rather than substantial community involvement. also been highlighted. Strategic and deliberate engagement of the community also generates higher levels of trust, promotes greater IX. Fact Sheet: This section contains key information awareness of rights and entitlements, and improves on the main implementing agency, geographical ownership. Community involvement also helps set up coverage, target groups and years of implementation. better systems of grievance redressal by enhancing access to implementing authorities. 1.7 Overview and Key Lessons Learned Community participation in Planning Involvement of the community in planning significantly strengthens initiatives by integrating the concerns of This resource book contains 37 good practices spread the ultimate beneficiaries into strategies and activities. across 11 themes from different states and UTs of the Decentralising the planning process to identify problem country. Innovation, impact, replicability and sustainability sites and review implementation strategies helps avoid form the crux of the good practices presented in the errors that would have otherwise proven costly if resource book. Some of the good practices cut across learned through trial and error. The implementation of themes and address multiple development issues relevant the Dhara Vikas3 and Palliative Care4 initiatives showed to a particular location, but for easy reckoning, the good how community involvement enabled an accurate and practices are grouped according to their primary focus nuanced understanding of the problems people were or theme. Table 2 showcases the thematic distribution of experiencing. the case studies. On the other hand, the implementation of Indira Bal The good practices documented in this resource book are Swasthya Yojana5 suffered initially as it did not involve initiatives that have been uniquely successful in meeting the community in planning. This resulted in the field their objectives. The purpose behind documenting these registers having to be comprehensively changed after it initiatives lies in the inherent confidence that each of was discovered that male doctors could not ask female them provides a point of reference and sets a standard, students questions on subjects such as menstruation based on which efforts can be made to improve the owing to gender and cultural limitations. planning, implementation and service delivery of the existing and future initiatives. Community participation in Implementation Engaging the community in the implementation of While the factors that contributed to the success of these projects/programmes is a useful way to generate initiatives are multifarious and overlapping, some critical higher levels of acceptance, trust, and accountability, and common lessons learned are highlighted here. The eventually resulting in sustainability of the initiative. lessons are functional in nature as they are applicable The decentralisation of Integrated Child Development to multiple sectors of development, and deal with issues Services (ICDS)6 procurement to local Self-Help Groups regarding the project/programme cycle such as problem (SHGs), for instance, resulted in lower costs for the State identification, design, implementation, monitoring and government while generating livelihood opportunities. evaluation. Drawn from the rich experience of running Likewise, employment of the local people of Jammu these successful initiatives, these lessons, emphasise key and Kashmir in the Himayat7 initiative was crucial for aspects that must be taken into account for a successful the community to accept the skill training and job development intervention. placement programme in a state stricken by violence. 3 Refer to ‘Dhara Vikas: Creating water security through spring-shed development in Sikkim’. 4 Refer to ‘Arogyakeralam Palliative Care Project: Ensuring care and support for the chronically ill and infirm in Kerala’ 5 Refer to ‘Indira Bal Swasthya Yojana: Applying preventive health care measure to promote health of children in Haryana’ 6 Refer to ‘Decentralisation of ICDS Supplementary Nutrition Programme: Ensuring timely and quality nutrition in Odisha’ 6 Social Sector Service Delivery: Good Practices Resource Book 2015  part I The introduction of Panchayat Banks8 in Jharkhand has were distributed to encourage entrepreneurship and been exemplary because it has created new spaces for support livelihoods. The Sustainable Plastic Waste rural citizens to become entrepreneurs in the process Management12 initiative in Himachal Pradesh provides a of making banking services as well as the benefits of parallel example in this regard involving the government government schemes more easily accessible to rural departments of education, tourism, health, transport, communities. The Ghar Doghaanche Abhiyan9 in excise and taxation, the State Pollution Control Board, Maharashtra, which involved registration of property the State Council for Science, panchayats, NGOs, under joint ownership of husband and wife, also relied mahila and yuvakmandals, eco-cubs, school children heavily on the SHG network for acceptance in the and rag pickers. Similarly, Dhara Vikas13 in Sikkim makes community. remarkable use of existing resources by converging activities of various departments to ensure the revival and maintenance of springs. Decentralisation, Devolution and Convergence are means to harness the maximum potential of an Multipronged implementation strategies initiative contribute to faster and more sustainable results Decentralisation of planning and implementation processes can ensure better identification of problem sites, Implementation strategies that address a gamut of inter- help avoid high costs of potentially uninformed actions, related concerns are often more effective and sustainable, and improve efficiency, especially when decentralisation as they have more far reaching consequences. is accompanied by devolution of authority and responsibility. Decentralisation and devolution also The Environment Management Initiative14 in the increase the commitment and stakes of different actors Andaman and Nicobar Islands has undertaken numerous in the initiative and enable better monitoring. strategies to manage solid waste, treat effluents, harvest rainwater and recycle waste paper, thereby creating a Decentralisation and devolution of planning functions well-rounded system for minimising waste generation from the state to district and lower levels can significantly and appropriately disposing off non-recyclable waste. improve efficiency by enabling prioritization of needs The resultant clean environment at the Institute based on local issues and allocation of available funds campus is accompanied by useful by-products through towards such local priorities. The decentralisation of the horticulture activities and creation of recycled paper Integrated Child Development Services (ICDS)10 in Odisha products, making this initiative sustainable and engaging has numerous positive benefits including more efficient campus residents fruitfully. procurement, preparation and provision of good quality food, reduction of storage problems, and generation of The Daliya Jalao15initiative was effective because it livelihoods for local SHGs. The elimination of middlemen adopted various complementary implementation has made the entire system more transparent and improved strategies to draw people away from using dry toilets the satisfaction of recipients. and to end the practice of manual scavenging, and also took measures to sustain positive change. These Convergence between government departments and included use of various government schemes and coordinated implementation of schemes promotes finances for construction of pour flush toilets in place efficient use of limited resources. The implementation of dry toilets, behaviour change communication to of the Forest Rights Act11 in Tripura provides a notable address the demand and supply of manual scavenging, example of inter-departmental coordination and and skill development to rehabilitate manual scavengers convergence of schemes, as after the distribution of land by opening up possibilities of alternate employment deeds, beneficiaries were identified under the existing to them. These multiple strategies combined with a schemes of various departments such as agriculture, participatory approach had a mutually reinforcing animal resources, fishieries, forests, handloom and effect, which collectively succeeded in ending the long- handicrafts, rural development etc., and resources standing malpractice of manual scavenging. 7 Refer to ‘Himayat: Placement linked skill development in Jammu and Kashmir’ 8 Refer to ‘Panchayat Banks: Providing banking facilities at the village level in Jharkhand’ 9 Refer to ‘Ghar Doghaanche Abhiyan: Joint ownership of housing by husband and wife in Maharashtra’ 10 Refer to ‘Decentralisation of ICDS Supplementary Nutrition Programme: Ensuring timely and quality nutrition in Odisha’ 11 Refer to ‘Forest Rights Act, 2006: Distributing land deeds to tribal people in Tripura’ 12 Refer to ‘Sustainable Plastic Waste Management Plan: Defending the fragile ecosystem of Himachal Pradesh’ 13 Refer to ‘Dhara Vikas: Creating water security through spring-shed development in Sikkim’ 14 Refer to ‘Environment Management Initiative: A unique low-cost model in Andaman and Nicobar Islands’ 15 Refer to ‘Daliya Jalao: Liberating and rehabilitating manual scavengers in Badaun district of Uttar Pradesh’ Social Sector Service Delivery: Good Practices Resource Book 2015 7  Understanding the Resource Book Monitoring, evaluation and social audits are key uncomfortable in closed surroundings, attempts were to ensuring that initiatives stay on course made to incorporate cultural elements from their daily lives in the residential school. Regular and stringent monitoring and evaluation often An example of addressing longstanding problems lead to high standards of accountability, by providing through a radical approach, the Ghar Doghaanche implementing agencies with a more realistic status Abhiyan in Maharashtra addresses the issue of women’s assessment and illuminating the role of functionaries. subordinate status and unequal bargaining power in The Community Managed Water Supply Programme16 the household by tackling the extremely challenging in Gujarat involved local villagers in the planning, problem of women’s lack of access to and ownership of implementation, operation, maintenance, monitoring assets. This initiative takes the courageous approach of and supervision of the village water supply system encouraging husbands and wives to register their property through the local water committees. Once the water under joint ownership, which is in contravention of supply system became operational in a village, a historically followed practices. The implementers of this comprehensive IEC programme and capacity building initiative demonstrated realistic and far sighted planning for monitoring and supervision was undertaken with the by opting to begin implementation in a district where community, ensuring not only operational, but also social they had already made significant gains in developing sustainability of the initiative. and working with a strong network of SHGs, and upon implementation at one site, they shared successful Social audits, strong systems to redress grievances and easy stories of change at other sites to garner attention and accessibility to implementing authorities through wide acceptance. dissemination of their contact details were observed to be some methods employed to ensure that beneficiaries Himayat19 in Jammu and Kashmir adopted an inventive had a say in assessing the performance of the initiative. solution to addressing the unemployment scenario in the This is seen in the implementation of the Aam Aadmi state, while at the same time tackling the vulnerability of Bima Yojana17 in Andhra Pradesh, where the social audit youth to militant groups, by providing skills training and indicated loop holes and points of delay in the system, jobs to youth population among the rural poor. Based on based on which corrective actions were taken. the understanding that these youth had little exposure to work life and other cultures, those who were placed in jobs outside the state were provided with monetary Path-breaking alternative approaches for support and counselling for the initial months, in order to assist adjustment to their new environment. navigating unconventional problems or deeply entrenched social issues must explore ways in which to incorporate contextual specificities e-Governance and Knowledge Management, in their design and implementation, in order to facilitated by use of Information and garner people’s acceptance Communications Technology (ICT), help increase the efficiency, scope and scale of initiatives While bold decisions on innovative designs are required in the face of unconventional problems, these must be guided by contextual specificities to add to the e-Governance effectiveness of initiatives. One such instance of an e-Governance is revolutionising the practice of innovative approach was the Porta Cabins18 initiative, governance as it provides new opportunities for systemic which aimed to provide education to children in the transformation, thereby enabling higher efficiency. A conflict-ridden, left wing extremism-affected areas of case in point is the Forest Produce Tracking System20 in Dantewada district in Chhattisgarh. Realising that school Karnataka. Not only was the previous manual system buildings could be taken over as hideouts by Left Wing cumbersome and redundant, it was easily manipulated Extremists, these schools were built with temporary and for corrupt practices. Systemic redesign using ICT not pre-fabricated material, which served the purpose of only removed redtape and delays, it enabled better residential schooling, but were unfit to serve as hideouts. tracking, reduced scope for manipulation, and created a Additionally, upon understanding that students were more efficient system of grievance redressal. 16 Community Managed Water Supply Programme: Bringing drinking water to the doorsteps of people in rural Gujarat’ 17 Refer to ‘Aam Aadmi Bima Yojana: Life insurance for rural landless labourers in Andhra Pradesh 18 Refer to ‘Pota Cabins: Residential schools for children in LWE-affected areas of Chhattisgarh’ 19 Refer to ‘Himayat: Placement linked skill development in Jammu and Kashmir’ 20 Refer to ‘Forest Produce Tracking System: Facilitating resource management from source to sink in Karnataka’ 8 Social Sector Service Delivery: Good Practices Resource Book 2015  part I Another example is Arun ePDS21 where digitisation and processing and analysis can effectively guide monitoring/ process re-engineering transformed the nature of public evaluation and mid-course corrections. This is especially distribution in Arunachal Pradesh. The introduction of true for projects covering large geographical areas over technological innovation was particularly relevant in this a long period of time. The Pratibha Parv25 initiative in case given the long distances over which food material Madhya Pradesh provides one such example, where had to be transported, because the Food Corporation the results of a school-wise comprehensive assessment of India did not have godowns in Arunachal Pradesh of teaching and learning are uploaded online to a state and all food material was transported from godowns education portal for transparent information sharing, in Assam to Fair Price Shops in Arunachal Pradesh. By and then analysed for planning future actions to address enabling close tracking of food material and issuance of weaknesses. ration cards/coupons, Arun ePDS put in place fool-proof systems that resulted in reducing pilferage of ration and Some other initiatives documented in this resource eliminating bogus ration cards. The intensity of leakage book which effectively used knowledge management can be assessed by the fact that in the Itanagar Capital strategies to stay on course are: the Migration Card Complex alone, more than 2,000 ghost ration cards were Initiative26 which introduced the Migration Monitoring eliminated. Further, as ICT made the system transparent, Software to make tracking of migrant children easier; the blockages could be traced immediately and corrective the Dhara Vikas27 initiative which created a village action could be taken. spring atlas and web portal to make information readily accessible; and Samarpan28, which aimed at the early Similarly, the e-Uparjan22 initiative of Madhya Pradesh identification and treatment of children with physical uses technology to digitise procurement operations or mental disabilities, and maintained a vast online and develop a near real-time reporting mechanism that database of the case histories of each child to enable acts as the foundation for a strong and well informed tracking and follow-up. decision-support system, so as to enhance forecasting, monitoring and tracking capabilities. This initiative shows considerable impact in streamlining operations Leveraging public-private partnerships brings a for speedy, transparent and direct transfer of minimum support price (MSP) to farmers. wider gamut of specialist skills to the table An observation from the field is that the ICT operations involved in e-Governance take time to master and Identifying appropriate partners in the private sector can can sometimes be difficult especially for grassroots suitably enrich government initiatives through engaging functionaries. Therefore, a simple and practical way specialist services related to infrastructure, technology, etc. forward is to devolve e-Governance functions to lower Given the involvement of multiple stakeholders from civil level officials in stages, starting with the simple and society and the private sector in social sector programmes, proceeding to the complex. Other limitations to the use careful selection of partners and the allocation of roles and of ICT as enablers have also been observed, as in the responsibilities as well as ownership by local governments case of the Migration Card and Migration Monitoring (district administration) become critical for success. At Software23 initiative where inadequate internet the same time, partnerships help with developing a long connectivity limits the use of online facilities. The case term plan for financial sustainability along with an exit of the Saakshar Bharat24 initiative has also shown that the plan based on public funds or a suitable revenue model lack of computer literacy among the intended citizen- to ensure that beneficiaries are not suddenly deprived users and other functionaries needs to be factored in of services. One such example is the restoration of the while planning ICT interventions. Mansagar lake29 in Jaipur which was undertaken through a public-private partnership model. In this case, the lake Knowledge Management (and the palace at its centre) was leased to a private A well-functioning, dynamic knowledge management partner for development and maintenance, and incentive system also aids the success of any initiative, because a for the same was provided by linking lake restoration to clear plan and infrastructure for data acquisition, storage, revenues from the tourist traffic it generated. 21 Refer to ‘Arun ePDS: ICTs and process re-engineering for an efficient public distribution system (PDS) in Arunachal Pradesh’ 22 Refer to ‘e-Uparjan: Re-inventing the procurement system through digitisation in Madhya Pradesh’ 23 Refer to ‘Migration Card and Migration Monitoring Software: Tracking and educating migrant children in Gujarat’ 24 Refer to ‘Saakshar Bharat: Sustaining and enhancing efforts in adult education in Andhra Pradesh’ 25 Refer to ‘Pratibha Parv: Strengthening quality of education in Government schools of Madhya Pradesh’ 26 Refer to ‘Migration Card and Migration Monitoring Software: Tracking and educating migrant children in Gujarat’ 27 Refer to ‘Dhara Vikas: Creating water security through spring-shed development in Sikkim’ 28 Refer to ‘Samarpan: Early identification and intervention to check disability in Madhya Pradesh’ 29 Refer to ‘Lake Restoration: Two successful models of lake restoration in Rajasthan (Mansagar) and Karnataka (Kaikondrahalli) Social Sector Service Delivery: Good Practices Resource Book 2015 9  Understanding the Resource Book A strategy towards strengthening public-private partnerships 1.8 Concluding section is to increase public awareness and invite the participation of local citizens, as has been done in the restoration of The concluding section in this resource book takes a the Kaikondrahalli lake30 in Bengaluru. The municipal detailed look at the good practices within each of the administration converted this contaminated lake into an 11 sectors covered, to illuminate keypoints that would urban recreational space by following a multi-stakeholder, be critically beneficial for other ongoing or future socially inclusive model involving private NGOs and sector-specific initiatives to consider. Policy makers, the local community, with the latter holding the key implementers and community members are encouraged responsibility of monitoring and maintenance. Involvement to refer tothe ‘good practices’ case studies from the of the local community helped ensure that restoration of perspectives of the lessons learnt when conceptualising the lake was undertaken in a manner that served the local innovations to suit a particular problem context. In this people’s interests, and also ensured continued interest in manner, this resource book emerges successfully as a the use and maintenance of the space after completion. reference point for future innovations. Table 1: Region and State-wise List of Case Studies State No. Case Study Title Eastern Region Entitlement-Based District Planning: Innovating planning process for accuracy and Bihar 1 efficiency in Bihar Chhattisgarh 2 Pota Cabins: Residential schools for children in LWE-affected areas of Chhattisgarh Open Defecation Free Villages: Creating and sustaining Nirmal Grams through 3 Jharkhand community participation in Jharkhand 4 Panchayat Banks: Providing banking facilities at the village level in Jharkhand Decentralisation of ICDS Supplementary Nutrition Programme: Ensuring timely and 5 quality nutrition in Odisha Odisha Mo Masari: Using insecticidal nets to protect pregnant women and children from 6 malaria in Odisha 7 Sampark: Reaching out through school student helpline in Odisha Northern Region 8 Dilli Annashree Yojna: Food security for the vulnerable in New Delhi NCT of Delhi SAFAR: System of Air quality Forecasting And Research in metropolitan cities like 9 Delhi Indira Bal Swasthya Yojana: Applying preventive health care measures to promote Haryana 10 children’s health in Haryana Sustainable Plastic Waste Management Plan: Defending the fragile ecosystem of Himachal Pradesh 11 Himachal Pradesh Jammu and Kashmir 12 Himayat: Placement linked skill development in Jammu and Kashmir Pratibha Parv: Strengthening quality of education in Government schools of Madhya 13 Pradesh Madhya Pradesh 14 Samarpan: Early identification and intervention to check disability in Madhya Pradesh e-Uparjan: Re-inventing the procurement system through digitisation in Madhya 15 Pradesh Punjab 16 24 x 7 Metered Water: Improving water supply in rural areas of Punjab Daliya Jalao: Liberating and rehabilitating manual scavengers in Badaun district of Uttar Pradesh 17 Uttar Pradesh 30 Refer to ‘Lake Restoration: Two successful models of lake restoration in Rajasthan (Mansagar) and Karnataka (Kaikondrahalli) 10 Social Sector Service Delivery: Good Practices Resource Book 2015  part I State No. Case Study Title North-Eastern Region Arun ePDS: ICTs and process re-engineering for an efficient Public Distribution System Arunachal Pradesh 18 in Arunachal Pradesh 19 CATCH: Ensuring quality health care for all in Sikkim Sikkim 20 Dhara Vikas: Creating water security through spring-shed development in Sikkim Tripura 21 Forest Rights Act, 2006: Distributing land deeds to tribal people in Tripura NRHM Initiatives: Improving access to health care through strategic incentives in Assam 22 Assam Integrated Basin Development and Livelihood Promotion Programme: Fostering a Meghalaya 23 spirit of entrepreneurship in Meghalaya Southern Region Andaman and Nicobar Environment Management Initiative: A unique low-cost model in Andaman and 24 Islands Nicobar Islands 25 Aam Aadmi Bima Yojna: Life insurance for rural landless labourers in Andhra Pradesh Andhra Pradesh* Saakshar Bharat: Sustaining and enhancing efforts in adult education in Andhra 26 Pradesh Forest Produce Tracking System: Facilitating resource management from source to sink 27 in Karnataka Karnataka 28 KIDROP: Preventing vision loss in premature infants of underserved areas in Karnataka 29 Intelligent Transport System: Improving urban public transport in Mysore 30 Mazhapolima: Ensuring water security through participatory well recharge in Kerala Kerala Arogyakeralam Palliative Care Project: Ensuring care and support for the chronically ill 31