Transcript Document 7160984

eSeva
J Satyanarayana
Chief Executive Officer
National Institute for Smart Government
Hyderabad, India
Agenda
•
•
•
•
•
Concept of Integrated Citizen Services
Evolution of eSeva
Salient Features of eSeva
Performance of eSeva
Models used in eSeva
• Technology Model
• Business Model
• Organizational Model
• Critical Success Factors of eSeva
• Lessons from eSeva
Integrated Citizen Service Centres
• Provide SINGLE face of the Government across
• Different Levels of Governments
– Federal, State & Local Governments
• Different Departments & Agencies
• Different Jurisdictions
• Provide ALL services at one place
• Introduce a factor-enhancement in convenience of
citizens
• Citizens need not go to traditional Government
Agencies
Why Brick& Mortar Service Centres?
In a developing country scenario…
•
•
•
•
Low levels of Internet penetration
Low computer literacy
Reluctance to transact on the Internet
Cultural Factors
• Preference to face-to-face interaction
eSeva (= eService)
….the earliest & the largest
Integrated Services Project in India
eSeva Value Proposition
Department-Centric
Approach
Customer-Centric
Approach
Transformation
Customer
Customer
Intermediaries
Enhanced value
Intermediaries
Fragmented value
Department 1
Department 2
Department 3
Department 4
Department 5
Departmental Support
Dept 5
Dept 1
eSeva Interface
Dept 2
Dept 4
Dept 3
Service Providers
The Evolution of eSeva…
Rajiv
2006
eSeva AP
6000 Kiosks
? Services
?????? tpm
Oct 2004
eSeva
Oct 2004
eSeva
Aug 2001
TWINS
Dec 1999
1 Service Centre
6 Services
1000 tpm
18 Service Centres
25 Services
500,000 tpm
201 Service Centres
55 Services
1,200,000 tpm
48 Service Centres
155 Services
1,600,000 tpm
Sampark
Chandigargh
Tpm= Transactions per month
Salient features of eSeva
• One-stop-shop for citizen/ business services
– Open 8 am to 8 pm
– Open 8 am to 3 pm on Holidays
• Over 150 services
– Any service at any centre, any counter
– G2C, G2B, B2C services
• Efficient Service
– 3 to 5 minutes per transaction on non-peak days
– 20 to 30 min on peak days in some centres
• Good ambience for citizens
– No more standing in line
• Electronic Queue Management system
Multiple Delivery Channels
• eSeva Service Centres
• eSeva Portal
– www.esevaonline.com
• ATMs of some banks
• Bank Branches
Before eSeva …
After eSeva …
G2C Services offered in eSeva
• Payments of bills & taxes
•
•
•
•
•
Electricity, Water, Telephone bills
Property Tax, Sales Tax, Profession Tax, Income Tax
Examination fees
Road Taxes
Fines
• Registrations & Certificates
• Births & deaths
• Trade Licenses
• Filing
• Passport Applications
• Returns of Sales Tax, Income Tax, Profession Tax
• Others
• RTC Bus Passes
• Examination results
B2C Services offered in eSeva
• Payments
• Cellphone Bills
– Reliance, Tata
• Insurance premium
•
•
•
•
Booking of Cinema Tickets
Western Union Money Transfer
Courier Services
………
Performance of eSeva
Year
2001
2002
2003
2004
2005
No.of Trans.
(in Millions)
0.3
4.5
10.5
29.5
41.8
Total
86.6
Amount
(in Millions)
334
10,050
38,691
43,233
49,150
141,458
Technology Model of eSeva
• 3-tier Architecture based on EAI
• Tier 1 - Govt Agencies
• Tier 2 – eSeva Data Centre
• Tier 3 - eSeva Service Centres
• Leased line connectivity
• ISDN backup connectivity
• Standard Security measures
• Implemented on different platforms in
different regions of the State
Architecture
Tier 1
Dept N
Dept 1
( Govt.. Depart. )
Leased Line
ISDN
C
e
n
t
r
a
l
S
i
t
e
Firewall
INTERNET
Leased Line
Router Pool
ISDN
LAN-1
Tier 2
LAN 3
LAN 2
Web Apln
Servers
NMS
Web
Server
Leased Line
DB
Servers
Leased Line
DOT Exchange
Tier 3
( ICSC Locations )
Service Centre 1
Router
ISDN
ISDN
Service Centre 48
Card printer
Router
….
….
Kiosk
Kiosk
Business Model of eSeva
• Public-Private Partnership Model
• Govt provided buildings
• Partner established the entire system
• Management & operations by Partner
• Partners selected through competitive bids
– 1 for Hyderabad city
– 3 for 6 other regions of the state
• Partners paid on a per-transaction basis
– 10 to 20 US cents per transaction
• 5-year arrangement
• Salaries of counter-agents met by a Bank
Organizational Model
• Policy decisions by IT Department of Govt
of AP State
• Top level administration by Director of
Electronic Services
• A small organization with 20 employees
• Operations by the Private Partners
• Audit by 3rd Party
Recognition..
• Computerworld Honors (USA) 2002
• CAPAM Commendation 2002
• National e-Governance Award 2003
• CAPAM Silver Award 2004
Critical Success Factors
•
•
•
•
Leadership & Vision
Commitment at official level
Addressed the felt needs of people
Scalable Architecture
• From 1000 to 1.7 mil transactions per month
• Robust business model
• Win-Win-Win situation
Lessons from eSeva
1. Integrated Citizen Service Centres is a viable
delivery system in Urban areas
2. Public-Private-Partnership is the ideal model
3. Cost & Time savings for citizens demonstrated
4. Cost savings to Government departments
5. Real-time monitoring of citizen services possible
6. Exponential growth of transactions
•
if implemented well
Thank You
[email protected]