1. Rapid Assessment System
9/20/2018
Rapid Assessment System (A system for online citizens’ feedback for eServices)
Date : 12/05/2017
Rapid Assessment System

2. Overview
9/20/2018
NeGD under MeitY has developed Rapid Assessment System (RAS) for online feedback for services
To continuously assess the quality of eServices and realign goals to achieve targeted benefits
Citizens can provide instantaneous feedback on eService, either through SMS or Web Portal or Mobile Application
Reports and dashboards are shared with integrated departments for continuous system improvement

3. Salient Features
Trigger based service integration with department’s process workflow through APIs
Localized feedback forms
Easily configurable by user department
Feedback through multiple communication channels like SMS or Web Browser or Mobile Application

4. End User Benefits Feedback Facility Integrated Mechanism
Enables citizen to share his/her experience of govt services
Integrated Mechanism
Appears to be departmental service
Improved Services
Once implemented in all services, it will enable better and improved Services.

5. Benefits to Ministries/Depts
Generic System
Generic feedback system to be used by all Government Ministries/ Departments for delivery of eServices.
Quality of Service
Mechanism for continuous measurement of Quality of Service (QoS).
Service Improvement through Analytics
Helps in identifying pain areas and improve Quality of Service by implementing analytics over the feedbacks received.

6. Government Applications
How RAS Works
MOBILE NUMBER
& SERVICE ID
SMS/ ID
FEEDBACK
FEEDBACK
ANALYTIC REPORTS
RAS Application
Government Applications
Citizens

7. Channels of Feedback
SMS
Web Portal
Mobile App

8. Integration Approach Distributed Hosting Centralized Hosting
Application & data may reside at Ministerial/Departmental Data Centre
Citizen data resides with dept
Central Application would only collect aggregated data through API for Dash Boards and MIS Reports
SMS, hosting and other associated costs to be borne by states itself
Centralized Hosting
Only calling of API required with citizen parameters i.e. Mobile No., e- Mail, Name, Age etc
Dept level accounts created and is provided exclusive access to it
Ministry/Department does not have take care of the following –
hosting & maintenance of application
integration with SMS/ server and cost associated with it
*In both cases, the central team provides full technical support during integration

9. Integration Steps
Department/Ministry identify the services eligible for taking citizen’s feedback
The service list is shared with the RAS team
RAS team creates associated dept id and service ids
Department uses these IDs to call RAS API . Mobile No./ id is also passed in API

10. Feedback through SMS
SMS on user mobile

11. Feedback in Local Language
Multilingual feedback through MobileApp

12. Feedback through Portal

13. Dash Boards Centralized
Departmental (Application/Department/Service level)

14. Achievements Integrated with Vahan 4.0 (e-Transport MMP)
Integrated with UMANG
Live Central Dashboard
Haryana Ranking Dashboard

15. Integrated Applications

16. RAS Web Site

17. e-mail – ajoy@digitalindia.gov.in
Thank You –
Call