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eSeva

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

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eSeva

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

  7. The Evolution of eSeva… eSeva Aug 2001 eSeva Oct 2004 eSeva AP Oct 2004 Rajiv 2006 18 Service Centres 25 Services 500,000 tpm 48 Service Centres 155 Services 1,600,000 tpm 201 Service Centres 55 Services 1,200,000 tpm 6000 Kiosks ? Services ?????? tpm TWINS Dec 1999 1 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 • www.esevaonline.com • 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. 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. 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 3 LAN 2 Web Apln Servers NMS Web Server DB Servers DOT Exchange Leased Line Leased Line Tier 3 ( ICSC Locations ) ISDN ISDN Service Centre 48 Service Centre 1 Card printer Router Router …. …. Kiosk Kiosk

  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 3rd 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 • 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

  22. Thank You ceo@nisg.org

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