CRITICAL ANALYSIS OF

e - SEVA

PRESENTED BY
Dr Keshar Singh
Mr. Asok Babu
Ms Deepa Srinivasan
 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
 eSEVA (= eService )

….the earliest & the largest

Integrated Services Project in India


 WHY e - SEVA?

 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 offices staff
 OBJECTIVES

 Citizen services closure to people

 Multiple services under one roof
 System driven delivery of services
 Transparency of delivery services
 Least physical interface with office staff
 Convenient and extended service hours
 Citizen friendly and comfortable ambience
 Value for Time and Money
 VISION - MISSION

 Meeting aspirations of citizens to provide Simple and

Trustworthy Governance
 Building Trust Through eGovernance


 Communication is the Future.

 Citizen will like to
 Communicate rather than Commute


 The citizen’s right to comfort and convenience

 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
 STRATEGY

Human Resource Development

Create pool of manpower
Capacity building
CIOs in departments
Develop IT Architecture
Put in place Security Policy
PKI
 Think Big , Start Small , Scale Fast
 eSEVA VALUE PROPOSITION

Department-Centric Transformati Customer-Centric

-
Approach on Approach

Custo Custo
mer mer
Intermediaries
Department 5

Department 4

Department 3

Department 2

Department 1

Dept 5
Fragmented value

Dept 1
Enhanced value

eSeva Interface
Dept 2 Dept 4

Dept 3
Departmental Support

Intermediaries Service Providers

 SALIENT FEATURES OF eSEVA
One-stop-shop for citizen/ business services
Open 8 am to 8 pm
Open 9 am to 1 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 centers
Good ambience for citizens
No more standing in line
Electronic Queue Management system
Payment by cash/cheque/DD/credit card/Internet
 MULTIPLE DELIVERY CHANNELS

 eSEVA Service Centers


 eSEVA Portal
 www.esevaonline.com

 ATMs of some banks

 Bank Branches
BEFORE eSEVA
…
AFTER eSEVA …
 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
 TECHNOLOGY MODEL OF ESEVA

 3-tier Architecture based on EAI

 Tier 1 - Government Agencies
 Tier 2 - eSEVA Data Centre
 Tier 3 - eSEVA Service Centers
 Leased line connectivity
 ISDN backup connectivity
 Standard Security measures
 Implemented on different platforms in different
regions of the State
 ARCHITECTUR Tier 1

E
Dept 1 Dept N
Leased Line ( Govt.. Depart. )

ISDN
C
e Firewall
Leased Line INTERNET
n Router Pool
t
ISDN
r LAN-1
a
l
Tier 2
S LAN 3 LAN 2
i Web Apln
t NMS Servers
e Web DB
Server Servers
DOT
Leased Line Exchang Leased Line Tier 3
e ( ICSC Locations )

ISDN ISDN Service Centre 48

Service Centre 1

Router Card printer

Router

…. ….
Kiosk Kiosk
 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 expenses like Electricity, Communication,
– Stationery and misc expenses
 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 expenses (New contract)
eSEVA is partly self sustainable
Gap in revenue is filled by GOAP
But slowly moving towards self sustainable model
 CONTINUAL SERVICE MANGEMENT

 RURAL ESEVA - CSC 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
 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
 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
 ENABLERS

 Strong and visible political support

 Independent, flexible agency to coordinate
 Reasonable ICT infrastructure, back-end
computerization and human capacity
 Use of a Public Private Partnership model and
informal relationship with private partners –
better coordination
 Robust technical design
 SHORTCOMINGS AND
LIMITATIONS

 Cost per transaction to be borne by the participating

agencies and not the citizens.
 No integration through BPR. Transact with multiple
agencies but at the same counter.
 80% transactions are utility payments which affects
viability of eSEVA .
 Transaction volumes differ. Efforts to even out the
peaks have not yielded results.
 No online monitoring tools for statistics collection.
THANK YOU !