J Satyanarayana
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eSeva J Satyanarayana Chief Executive Officer National Institute for Smart Government Hyderabad, India
description
eseva learning
Transcript of J Satyanarayana
eSeva
J SatyanarayanaChief Executive Officer
National Institute for Smart GovernmentHyderabad, 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• Organizational Model
• Critical Success Factors of eSeva• Lessons from eSeva
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
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
eSeva (= eService)
….the earliest & the largest
Integrated Services Project in India
Customer-CentricApproach
Customer
eSeva Value Proposition
Departmental Support
-Transformation
En
han
ced
valu
e
Intermediaries
Department-Centric Approach
Customer
Intermediaries
Dep
artm
en
t 1
Dep
artm
en
t 2
Dep
artm
en
t 3
Dep
artm
en
t 4
Dep
artm
en
t 5
Fra
gm
en
ted
valu
eService Providers
eSeva Interface
Dept 1
Dept 2
Dept 3
Dept 4
Dept 5
The Evolution of eSeva…
eSevaAug 2001
18 Service Centres25 Services500,000 tpm
eSevaOct 2004
48 Service Centres155 Services
1,600,000 tpm
eSeva APOct 2004
201 Service Centres55 Services
1,200,000 tpm
Rajiv2006
6000 Kiosks? Services
?????? tpm
TWINSDec 1999
1 Service Centre6 Services1000 tpm Tpm= Transactions per month
SamparkChandigargh
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
Multiple Delivery Channels
• eSeva Service Centres
• 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
B2C Services offered in eSeva
• Payments• Cellphone Bills
– Reliance, Tata
• Insurance premium
• Booking of Cinema Tickets
• Western Union Money Transfer
• Courier Services
• ………
YearNo.of Trans. (in Millions)
Amount (in Millions)
2001 0.3 334
2002 4.5 10,0502003 10.5 38,691
2004 29.5 43,233
2005 41.8 49,150
Total 86.6 141,458
Performance of eSeva
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
Tier 1Tier 1
Dept 1
Web Apln Servers
….
Service Centre 1 Service Centre 48
Tier 2 Tier 2
Tier 3Tier 3
Architecture( Govt.. Depart. )
( ICSC Locations )
Router Router
DB Servers
….
Leased LineLeased Line
ISDNISDN
Router Pool
ISDN
Leased Line
Kiosk Kiosk
Card printer
DOT Exchange
INTERNETFirewallLeased Line
LAN-1ISDN
LAN 2
NMS
LAN 3
Central
Site
Web Server
Dept N
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
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
Recognition..
• Computerworld Honors (USA) 2002
• CAPAM Commendation 2002
• National e-Governance Award 2003
• CAPAM Silver Award 2004
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
Lessons from eSeva
1. Integrated Citizen Service Centres is a viable delivery system in Urban areas
2. Public-Private-Partnership is the ideal model3. Cost & Time savings for citizens demonstrated4. Cost savings to Government departments5. Real-time monitoring of citizen services possible6. Exponential growth of transactions
• if implemented well
