e-SEVA URBAN – FIELD ANALYSIS

PRESENTED BY
Dr Keshar Singh Mr. Praveer Kumar
Mr. Asok Babu Dr. Madan Lal Degra
Ms. Deepa Srinivasan Dr. Sumer Singh Rawat
 AGENDA
1) Introduction
2) Objective of Study
3) Scope of Study
4) Methodology
5) Observations
6) Findings
7) Analysis of the As Is
8) SWOT Analysis
9) Possible improvements
10) Key recommendations
11) Limitations of the study
12) References
13) Q&A
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 INTRODUCTION

eSeva – A new paradigm in Citizen Services

“Tremendously impressive. Example of best practice in Service to
the citizen and in reducing corruption. I will share this experience as
widely as I can.” – Helen Sutch, World Bank.

An Integrated Approach
• Integration of departments - central and state governments.
• Integration of services.
• Integration of G2C and B2C services.
• Efficiency, Reliability, Transparency and Scalability are the
watchwords at eSeva.
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OBJECTIVES OF THE STUDY

1. To analyze the AS-IS system of eSeva

2. To identify the Critical Success Factors
3. To identify the Manpower Issues
4. To suggest improvements in the Quality of Service
Delivery
5. To perform SWOT analysis of eSeva
6. To explore the future Business Prospects

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 SCOPE OF THE STUDY

1) ANALYSIS - Impact of e-Seva in urban & semi-urban areas

2) SUCCESS FACTORS – Strengths of e-Seva
3) MANPOWER ISSUES – Employee Retention
4) ECONOMICAL - Public funds for expansion of e-Seva centers
5) SERVICE DELIVERY – Quality of Service
6) BUSINESS PROSPECTS - Inclusion of new services & Opportunities

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 METHODOLOGY
Data collected through Interviews with Stakeholders
Source of Primary Data
1. Government official
2. Monthly Report eSeva (Courtesy: Mr. Yedukondalu- Deputy
Director – urban eSeva)
3. Employees of the private partner (SPANCO)
4. Citizens
Source of Secondary Data
5. eSeva website
6. eSeva Brochure
7. APOnline
8. Case Study/Reference articles
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 CASE STUDY – CENTRE I

MIYAPUR eSEVA CENTER

"I had applied for voter ID but I am yet to get it even after two months. I was told
that my application is lost, so apply again." – Mr P Balakrishnan

"I am waiting since last 30 minutes and I was informed that the Birth certificate
will be delivered within 15 days." - Mr Jagdish

"I came to deposit driving license fee, I appreciate the eSeva for the comfort,
single window system, good behaviour of counter operators, no middlemen and
no bribe. However, there is poor sanitation, missing of turns due to failure of
digital display and announcement system." - Mr Durgashiva Prasad, a Customer
Support Manager of private sector.

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 CASE STUDY – CENTRE II

CHANDHA NAGAR eSEVA CENTER

"I'm visiting the eSeva Center for the first time to deposit learning license
registration fee, 10 minutes have already elapsed and it will take more than 30
minutes for the disbursal of the service"– Mr Mukesh

"I had applied for a gas connection before a month. I was told that a letter would
be delivered at my place. But I've made several visits & I'm yet to receive the
same." - Mrs Kalavathi Bai, Social Worker

"Manual tokens are issued for Municipal Services, Passport & Voter Card Services.
Server slow down issues happen 2-3 times in a month. Missing of turns happen
with the aged people. There is shortage of manpower." - Staff Member

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 CASE STUDY – CENTRE III

KHAIRATABAD eSEVA CENTER

"I came here for passport renewal and I'm waiting since half-an-hour as the
counter operator is not available on his seat." – Mr N.S.Rao

"I frequently visit this center to submit by bills. Today I came here to submit my
vehicle tax. I'm very much satisfied with the service delivery and I've never faced
any problem." – Mr Noor Mohamed

"I regularly visit this center to pay my electricity bills. In the beginning of the
month, there is rush to submit the bills and I need to wait for minimum half-an-
hour." – Mrs Rajitha

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 FIELD VISIT - OBSERVATIONS

POSITIVES

• Single window system

• Adequate seating arrangement
• Good ambience
• Women manned counters
• Citizen satisfied with utility payment services
• Easy access to e-Seva Centers (radius of 5-6 kms)
• Citizen-friendly behavior
• Smooth disbursement of services

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 FIELD VISIT - OBSERVATIONS

NEGATIVES

• Issues of infrastructure maintenance (Digital display, generator

sets, PC problems)
• Minimal maintenance engineers (only 1 or 2 available across the
city)
• Bleak response/backup from the Head Office
• Long waiting time for Passport, Voter Card & Municipal services
• Frequent visits regarding the status of certificates
• Less operational counters

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 FIELD VISIT - OBSERVATIONS

NEGATIVES

• Missing of turns
• Difficulty in filling up forms
• No drinking water facilities
• No provision for security
• Less attention paid for sanitation

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 FINDINGS

• Customer satisfied with utility bill payment services

• Proximity of eSeva Centers for Citizens
• Longer waiting period for new services (Passport, EPIC Card)
• Citizens have Grievance for Municipal Services
• Complete Insurance coverage
• Lack of internal coordination within the levels of private partner
• Grievance Redressal Mechanism – Online, Complaints Box,
Parishkaram (Toll Free Number – 1100)

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 INTERACTION WITH STAKEHOLDERS

e-Seva center Chandha Nagar Token counter of Miyapur e-Seva Center

Waiting lounge Service counter

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Interaction with citizen Reserved. Interaction with citizen
 INTERACTION WITH STAKEHOLDERS

Interaction with center Manager Interaction with center Manager

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 ANALYSIS OF THE AS-IS

1) Workflow
2) Technology
3) Statistics
4) Critical Success Factors

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WORKFLOW OF eSeva

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 ANALYSIS OF THE AS-IS

TECHNOLOGY

1) Dedicated point-to-point connectivity through BSNL network -

Leased lines of 2 Mbps & ISDN links of 128 Kbps.

2) Java-based applications - Front-End & Database is Oracle.

3) 3-tier architecture - Departmental servers (Tier 1), a data center

(Tier 2) & clients (Tier 3).

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 TECHNOLOGY

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 ANALYSIS OF THE AS-IS

MAJOR TRANSACTIONS IN THE MONTH OF MARCH 2011

S.NO. DEPARTMENT NO. OF TRANSACTIONS NET AMOUNT

1.
BSNL 54263 42344849.00
2.
HMWSS 120083 74144537.94
3.
RTA 149179 1223487656.00
4.
TRANSCO 887470 773026595.00

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 MONTHLY REPORT – MARCH 2011

NUMBER OF TRANSACTIONS

OTHERS 7% ESEVA 2%
POLICE 2%
TTL 3%

GHMC 3%

OTHERS
BSNL 4% ESEVA
POLICE
TTL
GHMC
HMWSS 8% BSNL
HMWSS
RTA
TRANSCO
TRANSCO 61%

RTA 10%

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MONTHLY REPORT – MARCH 2011
AMOUNT COLLECTED

OTHERS 8%
POLICE 1%
TTL 2%
GHMC 3%
BSNL 2%
TRANSCO 32%
HMWSS 3% OTHERS
ESEVA
POLICE
TTL
GHMC
BSNL
HMWSS
RTA
TRANSCO

RTA 50%

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 ANALYSIS OF AS-IS

CRITICAL SUCCESS FACTORS

1) Strong political and bureaucratic support

2) Citizen-driven
3) Powerful Strategy
4) Robust technical design
5) Economical Viability
6) Works 362 days a year
7) Extended working hours

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 SWOT – INTERNAL ANALYSIS

STRENGTHS

• Single Window Service Delivery System

• Robust technical architecture
• Easy access to citizens
• Dedicated manpower

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 SWOT – INTERNAL ANALYSIS

STRENGTHS

• SPANCO, the PPP partner is SEI CMM Level 3 & ISO 9001-2008
certified
• Trust & Support of the citizens in the system
• Basic infrastructure (building, land & furniture) provided by GOAP
• Can provide low cost solutions with Indian language support

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 SWOT – INTERNAL ANALYSIS

WEAKNESSES

• No helpdesk service
• Inadequate manpower
• Passive support of concerned department
• Poor maintenance of infrastructure
• Long waiting time for Passport & voter ID

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 SWOT – INTERNAL ANALYSIS

WEAKNESSES

• Performance issues of server (Scalability factor)

• Lack of basic amenities/facilities – drinking water, restrooms
• Lack of motivation and incentives for employees
• Lack of security measures

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 SWOT – EXTERNAL ANALYSIS

OPPORTUNITIES

• Expansion of services to rural areas

• Addition of new services like Insurance Premium payment,
banking facilities like loan applications, re-payments, scholarship
application forms

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 SWOT – EXTERNAL ANALYSIS

THREATS

• Growing Competition – APOnline, CSC, Department Portal

• Resistance of government employees to GPR
• Plans of AP TRANSCO department to collect electricity bills
payment at the citizen’s doorstep
• Cyber Crime

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 POSSIBLE IMPROVEMENTS

• Payment Mode - Telebanking

• Door-to-Door Service
• Central Repository System for Certificates will be developed within
a timeframe of 6 – 24 months
• SLA should be redefined for new services added

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 KEY RECOMMENDATIONS

BUSINESS PROSPECTS
• Mobile e-Seva should be introduced for inclusiveness

QUALITY SERVICE
• Announcement of token number and counters
• Provision of Helpdesk
• Facility for physically challenged
• Provision of drinking water facility
• Trained Security Personnel
• Proper sanitation facilities

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 KEY RECOMMENDATIONS

ANALYSIS OF AS-IS
• Process reforms in all the concerned departments
• Bar-coded identification of utility bills
• SMS facility for tracking the status of certificates
• SLA should be specific and detailed
• Effective Monitoring from the government side for Maintenance of
Infrastructure

MANPOWER ISSUES
• Increase the number of hardware maintenance personnel
• Improve coordination within the private organization SPANCO
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 LIMITATIONS OF STUDY

• Study covered only 3 centers

• Field Study conducted only in 2 urban & 1 semi-urban centers
• Sample size is too small to arrive at conclusions
• Only inferences can be drawn
• Only Monthly Report of Department Wise Collection Summary for
March 2011
• No conclusions can be arrived at with only this report

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 REFERENCES

http://esevaonline.com

https://secure.aponline.gov.in/CitizenPortal/userinterface/citizen/ListOfServices.aspx

http://www.aponline.gov.in/MapsAPOnline/APOnlineCentersNew.aspx

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 Q&A

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THANK YOU!

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