Post on 30-Mar-2015
A Metadata-based Integrated Service Delivery Framework
ByMr.Mishra, NIC BBSR.
ServicePlus
http://serviceonline.gov.in Generic and configurable application to provide an
electronic delivery for the services. Provides a single, unified, metadata-based portal
to citizen and government alike where any service can be defined, accessed, delivered and monitored
Built-in mechanism for redressal of grievance related to deficiency or failure of service delivery
Can be used by any entity (RLB or ULB or Line Department) of government.
Features Facilitates Government
◦ Define services ◦ Quick, efficient and transparent delivery of services to citizens and
in efficient monitoring of service delivery◦ Address immediate attention to delays in each step of service
delivery through Auto-escalation so that overall SLA of the service is met
◦ Make official transactions more secure through the use of digital signatures
◦ Monitor the performance of individual functionaries◦ Define its Grievance Redressal Policy as per the State’s Service
Delivery Act in terms of provisions for designated officers, appellate authority, Revisional Authority and duration for grievance redressal
◦ Define Government kiosk policy in terms of their role and charges◦ Advertise for kiosk operators and approve them based on pre-
defined selection criteria
Features continued Facilitates Citizen
To receive service at door step, to access all types of services through a single portal
To register and define his profile and also manage a repository of all enclosures
To query the system on his/her entitlement to various services across the country
By sending proactive alerts on the launch of new services based on registered profile and by providing frequent updates over e-Mail and SMS on the status of the submitted application
By providing easy access to application form with detailed checklist and instructions for filling up the same
By obviating the need to submit the same documentation again and again to the Government for same or different services
By providing an integrated online grievance submission and redressal facility
Features continued
Facilitates Kiosks◦ To apply against advertisements for kiosk operator services◦ Provide services to citizens using secure user credentials ◦ Manage financial transactions with the Government
Technical features◦ Integration with payment gateways ◦ Output Certificates with 2D bar codes◦ Digital Signatures for officials
Features continued
General Features◦ Service Management◦ Service Customization◦ Citizen Registration◦ Kiosk Operator Registration◦ Third-party Software application integration
Case -1 Citizen books a complain. (Application Form) Junior Engineer (JE)- (Designated Officer) receives the
complain. (Acknowledgement Form) JE assigns the job to Self Employed Mechanic (SEM). (AT-1
Form) SEM rectifies the problem and reports to JE. (TA-1 Form) JE reports to Citizen.
Process flow of Repair of Hand Pump
Case-2 Citizen books a complain. (Application Form) Junior Engineer (JE)- (Designated Officer) receives the
complain. (Acknowledgement Form) JE assigns the job to Self Employed Mechanic (SEM). (AT-1
Form) SEM reports JE regarding the problem and requests for support
(like material). (TA-2 Form) JE reports the problem to Assistant Engineer (AE) mentioning
the support required by SEM. (TA-3 Form) AE supplies the material to JE and JE to SEM. SEM rectifies the problem and reports to JE. (TA-1 Form) JE reports to Citizen.
Case-3 Citizen books a complain. (Application Form) Junior Engineer (JE)- (Designated Officer) receives the
complain. (Acknowledgement Form) JE assigns the job to Self Employed Mechanic (SEM). (AT-1
Form) SEM reports JE regarding the problem and requests for support
(like material). (TA-2 Form) JE reports the problem to Assistant Engineer (AE) mentioning
the support required by SEM. (TA-3 Form) AE reports to Block Development Officer mentioning the support
(like purchase of material). (TA-4 Form) BDO supplies the material to AE. AE supplies the material to JE. JE supplies the material to SEM. SEM rectifies the problem and reports to JE. (TA-1 Form) JE reports to Citizen.
Case-4 Citizen books a complain. (Application Form) Junior Engineer (JE)- (Designated Officer) receives the
complain. (Acknowledgement Form) JE assigns the job to Self Employed Mechanic (SEM). (AT-1
Form) SEM reports JE regarding the problem and requests for support
(like material). (TA-2 Form) JE reports the problem to Assistant Engineer (AE) mentioning
the support required by SEM. (TA-3 Form) AE reports to Executive Engineer (EE) mentioning the support
(like replacement by a new one). (TA-5 Form) EE supplies the material / rigs to AE. AE supplies the material to JE. JE installs the tube well. SEM rectifies the problem and reports to JE. (TA-1 Form) JE reports to Citizen.
Application Form Acknowledgement Form AT-1 (Action to be taken) Form TA-1 (Task Completed) Form TA-2 (Escalation to next level) Form TA-3 (Escalation to next level-JE to AE) Form TA-4 (Escalation to next level-AE to BDO)
Form TA-5 (Escalation to next level-AE to EE) Form
List of Forms
Thanks
Thanks