eSeva

1
eSeva
J Satyanarayana Chief Executive Officer National
Institute for Smart Government Hyderabad, India
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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

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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

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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

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eSeva ( eService)

• .the earliest the largest
• Integrated Services Project in India

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eSeva Value Proposition
Transformation
Departmental Support
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The Evolution of eSeva
Sampark Chandigargh
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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

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Multiple Delivery Channels

• eSeva Service Centres
• eSeva Portal
• www.esevaonline.com
• ATMs of some banks
• Bank Branches

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Before eSeva
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After eSeva
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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

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B2C Services offered in eSeva

• Payments
• Cellphone Bills
• Reliance, Tata
• Insurance premium
• Booking of Cinema Tickets
• Western Union Money Transfer
• Courier Services

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Performance of eSeva
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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

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Architecture
Tier 1
Dept N
Dept 1
( Govt.. Depart. )
Leased Line
ISDN
Central Site
Firewall
INTERNET
Leased Line
Router Pool
ISDN
LAN-1
Tier 2
LAN 2
LAN 3
Web Apln Servers
NMS
DB Servers
Web Server
DOT Exchange
Leased Line
Leased Line
Tier 3
( ICSC Locations )
ISDN
Service Centre 48
ISDN
Service Centre 1
Card printer
Router
Router
.
.
Kiosk
Kiosk
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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

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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

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Recognition..

• Computerworld Honors (USA) 2002
• CAPAM Commendation 2002
• National e-Governance Award 2003
• CAPAM Silver Award 2004

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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

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Lessons from eSeva

• Integrated Citizen Service Centres is a viable
  delivery system in Urban areas
• Public-Private-Partnership is the ideal model
• Cost Time savings for citizens demonstrated
• Cost savings to Government departments
• Real-time monitoring of citizen services possible
• Exponential growth of transactions
• if implemented well

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Thank You

• ceo_at_nisg.org