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Agenda

Winner of Prime Minister’s Award for Excellence in Public Administration Presentation by Jacob G Victor Joint Director Information Technology Govt. of Andhra Pradesh. Agenda. Project Background Project vision and objectives Process of conceptualization Services provided by the project

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Agenda

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  1. Winner of Prime Minister’s Award for Excellence in Public AdministrationPresentation byJacob G VictorJoint DirectorInformation TechnologyGovt. of Andhra Pradesh

  2. Agenda • Project Background • Project vision and objectives • Process of conceptualization • Services provided by the project • Modes of service delivery • Implementation of pilot • Technology- Architecture • E-seva finance details • Implementation model

  3. Vision Meeting aspirations of citizens to provide Simple, Efficient, Convenient and Trustworthy Governance Building TrustThrough eGovernance 3

  4. Communication is the Future Citizen will like to Communicate rather than Commute 4

  5. Good Governance A Governance which Proactively and continuously leads to, where Citizen needs Least Assistance from it and has Least Interface with it 5

  6. Good Governance througheGovernance

  7. E – Governance - Objectives • Improved G2C interface • Improved quality of service • Better internal efficiency • Better law enforcement • Information dissemination • Transparency • Reduction in effective cost to user • Equal access to everybody 7

  8. E – Governance - Objectives • Re-inventing Government to maximize • Efficiency • Reliability • Accessibility • Convenience • Transparency • Citizen focus From the Citizen's perspective 8

  9. Strategy • Political Vision • Catalyze IT infrastructure creation • Create right social environment • Prepare citizens to adopt IT • Leverage private sector initiative • PPP Model • Draw big picture • Define thrust areas 9

  10. Government as it is today • Complex procedures and Hierarchy • Insulated departments • Slow response • Poor G2C interface • Lack of accountability • Lack of Transparency • Lack of Reliability • Queues every where 10

  11. Project Background (history) • Jurisdiction based services • Departments are using infrastructure & resources on non-domain(Core) area • Working Hours – limitation • Idea born in 1998 -99 • The pilot project 1999 • Replication in Hyderabad & RR Districts • Replication to all Municipalities 11

  12. Concept to project • To examine the single window concept in delivery of services • Extended hours of service • How to bring the data to single point ? • Connectivity issues • Who has to own the Project? • Department Applications are isolated (islands of databases) 12

  13. ICSC - Concept • How to eliminate jurisdiction bondage • Applications are isolated in islands • Examine available connectivity • Identify departments having Backend automated • Twin Cities Integrated Network Services (TWINS) • Create a common receipt for services 13

  14. Concept to Pilot • Identify available citizen Services in dept. • How to deliver different services ? • Integrated Citizen Service Center (ICSC) • Create a ICSC to bring data to single point • Project completely funded by Government • No Citizen charges • The pilot project began in December 1999 in one centre 14

  15. Information System Information System Government Department Government Department Citizens Traditional structure of G2C Interface 15

  16. Government Department Government Department Information System Information System Citizens New structure of G2C Interface 16

  17. How to Rollout ? • What is the funding model? • Who will own the project? • Whether it to be separate entity? • What is the approach ? • How to co-ordinate departments? • Who can be technical consultants? • What is the Government role?

  18. Rollout model? • Creation of Infrastructure - Capitol? • Who will develop Application ? • Who pay operational cost ? • IT & C Dept to own the project • Finical models examined for rollout • PIC Constituted to co-ordinate with participant departments • Who can be technical consultants?

  19. Rollout model? • APTS was Technical consultants • BOOT model is decided • ASP to Create & Maintain services • IT & C Dept to own the project • Appointed a fulltime PD • Charge the citizen – User charges • Project is renamed as eSeva • What is the Government role?

  20. Why eSeva? Situation prior to eSeva • Citizen to visit multiple offices even for simple services like payments • Restricted service hours: 10.30 AM to 5.00 PM • Service hours not convenient for many citizens • Long journeys and travel time to offices • Long Queues • Too much physical interface with office staff 20

  21. eSeva Objectives • Citizen services closure to people • Multiple services under one roof • System driven delivery of services • Transparency in delivery of services • Least physical interface with office staff • Convenient and extended service hours • Citizen friendly and comfortable ambience • Value for Time and Money 21

  22. eSeva Concept 22

  23. Ambience : The ChangeVanasthalipuram, Hyderabad 23

  24. Ambience : The Change 24

  25. Ambience : The Change 25

  26. Implementation Model • Built on Public Private Partnership (PPP) model • GOAP Contribution • Building space, Furniture, Counter operators • Service Provider • IT infrastructure like PCs, Servers, Printers, Connectivity • Software and hardware maintenance • House keeping and Security • Running expanses like Electricity, Communication, Stationery and misc. expanses 26

  27. Revenue Model • Service provider is paid transaction charges • Utility bill payments at Rs. 2.10 to Rs. 5.00 • By respective department/agency • Certificate Services at Rs.10/- • By citizen • eSeva takes a share of 20% from transaction charges to meet its expanses (New contract) • eSeva is partly self sustainable • Gap in revenue is filled by GOAP • But slowly moving towards self sustainable model 27

  28. eSeva Journey • Pilot project in Hyderabad in December 1999 • eSeva launched in Hyderabad in August 2001 • 49 centres spread over in Twin Cities of Hyderabad • eSeva launched in 116 Municipal towns in June 2003 • 199 Centres spread over in 116 towns • 150 + services under one roof • Electricity, Water bills • Motor vehicle tax, House tax • Passport, Bus passes • And B2C services like telephone bills, Money transfer etc 28

  29. eSeva Reach • Covers all Municipal towns in the state • 248 centres • 14 State Government Departments • Electricity, Water Supply, Municipal Services • Public Transport, Motor vehicle Tax, • Value Added Tax Returns, • Land Department • Civil supply • Examination applications and results • Police, • Labour Department • Fire Services etc 29

  30. eSeva Reach 2 Central Government Departments Telephone Bills Passport services 10 Private enterprises Private Telecom phone bills Western Union Money Transfer 30

  31. Transactions • Twin Cities of Hyderabad • 40,000 per day • INR 60 million per day • Municipal towns • 70,000 per day • INR 60 million per day Over 0.10 million citizens served everyday 31

  32. eSeva Architecture • Developed on 3-tier architecture • Clients at first-tier, • Central Server at second-tier and • Departmental Server at third-tier. • Clients and Departments are connected to Central Server through Leased Line and ISDN as backup 32

  33. eSeva NETWORK . . . . . . . . . . . . 3rd Tier Departmental Servers ( Govt.. Depart. ) Leased Line Sn S1 ISDN Central Site Firewall INTERNET Leased Line Router Pool ISDN LAN-1 2nd Tier LAN 3 LAN 2 Web Application Servers NMS Web Server DB Servers DOT Exchange Leased Line Leased Line 1st Tier ( Centre Locations ) ISDN ISDN Centre location- N Centre location-1 Card printer Router Router Counter Terminals With Printers Counter Terminals With Printers …. …. 33 Kiosk Kiosk

  34. Benefits to Citizens • More Service delivery points • Convenience and Reduced cost of travel and time • Multiple Services available at one point • Any service at any Centre in the city. • Extended Service Delivery Hours • 8 AM to 8 PM • Open even on holidays for half day • Improved ambience and reduced waiting time • On line data updation in server • Timely and Correct accounting • Improved interface between citizen and Government 34

  35. Benefits to Government • More number of Outlets / Delivery Channels at no extra cost • Extended hours of service at no extra cost • Reduced cost of service • Online and real-time data updation and monitoring • Reduced interface between citizen and Government • Department Staff can focus on core functions • Improved efficiency in service delivery • Higher levels of citizen satisfaction 35

  36. eSeva – Study by World Bank “eSeva is close to VERY GOOD” – World Bank • Significant improvement over the manual system of dealing with individual agencies. • The composite score (out of 5.00) moved from 3.39 (Slightly better than satisfactory) to 4.66 (Close to very good) • eSeva has lowered the cost of travel by Rs.9.30 per transaction for its users • Waiting time in eSeva has been halved in comparison to agency counters, from 32.9 minutes to 14.6 minutes • On 5 point scale, there has been a significant improvement of 0.79 points in the quality of governance and of 0.94 points in service quality. • Over all score (on 1 point scale) moved from 0.597 (Manual system) to 0.914 ( eSeva - Computerized System) • eSeva system was preferred over departmental system by 96.84 % of respondents 36

  37. What next? 37

  38. Rural eSevaCSC Project in pipeline • To take benefit of IT to rural areas • One kiosk for every 6 villages • IT enabled kiosk connected to Department servers • 4680 kiosks planned • Multiple services to citizens • Revenue model • IT infrastructure by Service provider • Revenue stream - Transaction charge 38

  39. Questions? 39

  40. Thank You 40

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