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ESeva J Satyanarayana Chief Executive Officer National Institute for Smart Government Hyderabad, India.

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Presentation on theme: "ESeva J Satyanarayana Chief Executive Officer National Institute for Smart Government Hyderabad, India."— Presentation transcript:

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

2 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

3 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

4 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

5 eSeva (= eService) ….the earliest & the largest Integrated Services Project in India

6 Customer-Centric Approach Customer eSeva Value Proposition Departmental Support - Transformation Enhanced value Intermediaries Department-Centric Approach Customer Intermediaries Department 1Department 2Department 3Department 4Department 5 Fragmented value Service Providers eSeva Interface Dept 1 Dept 2 Dept 3 Dept 4 Dept 5

7 The Evolution of eSeva… eSeva Aug Service Centres 25 Services 500,000 tpm eSeva Oct Service Centres 155 Services 1,600,000 tpm eSeva AP Oct Service Centres 55 Services 1,200,000 tpm Rajiv Kiosks ? Services ?????? tpm TWINS Dec Service Centre 6 Services 1000 tpm Tpm= Transactions per month Sampark Chandigargh

8 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

9 Multiple Delivery Channels eSeva Service Centres eSeva Portal – ATMs of some banks Bank Branches

10 Before eSeva …

11 After eSeva …

12 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

13 B2C Services offered in eSeva Payments Cellphone Bills –Reliance, Tata Insurance premium Booking of Cinema Tickets Western Union Money Transfer Courier Services ………

14 Year No.of Trans. (in Millions) Amount (in Millions) , , , ,150 Total ,458 Performance of eSeva

15 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

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

17 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

18 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 3 rd Party

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

20 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

21 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

22 Thank You

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