1. Mobile SevaBringing Citizens and Government Together Through MobilesDepartment of Electronics and Information Technology (DeitY)Government of India08 October 2014

2. Agenda About Mobile Seva Why Mobile? ICT connectivity in India Challenges to overcome Strategies adopted Operational channels Project impacts and outcomes Project sustainability Critical success factors Lessons learned Way forward 3. About Mobile SevaProvides an integrated,centrally-available platformto all Govt. Depts.: for integration withcommon e-Govinfrastructure in the countryto deliver public servicesto citizens over mobiledevices through SMS, USSD,Voice/ IVR, m-apps & otherchannelsUnique,1st nationwide m-initiative1-stop shop for all mobile servicesCentrally hosted core infra on cloudDepts. need not invest in own m-platformDepts. can onboard very quicklyPoC in July 2011, national rollout in Nov 2012Owned, funded and implemented by DeitYTechnical development by C-DAC, 4. Mobile AppStore launched inJan_2012 310+ live mobile apps hosted http://apps.mgov.gov.inAbout Mobile Seva (2)PoC with SMSGateway launchedin Jul 2011, scaled up in Nov 12 PUSH SMS: 1290+ Depts.integrated; 1.39 bn+ SMSs sent PULL SMS: 355+ servicesintegratedIVRS : Live, 164,145 Transactions Real-time status 24x7 on mgovportal ( www.mgov.gov.in )Regular posts on social media( facebook.com/DIT.MGOV ,@mgovindia, goo.gl/nCpTUP )M-payment solutions availablethrough cards, net-banking & IMPSUSSD picking up 5. Why Mobile? ICT connectivity in IndiaTotal population: >1.2 billionTotal telecom subscribers: 946.4 million Total wireless subscribers: 918.7 million 41.1% rural Overall wireless teledensity: 73.8% Urban: 140.9% Rural: 43.9%Total Internet Subscribers: ~243 million ~76% access Internet through mobile devicesMobile platform ideally suited for widening access to e-GovSource: Telecom Regulatory Authority of India (2014) 6. Challenges to overcome Low access to electronic public services, especially in rural areas No institutional and policy driver for mobile-enablement High investment requirements for depts. for m-enablement Lack of capacity and skilled personnel No convenience of a single number No single window solution 7. Strategies adopted Open consultations Framework for Mobile Governance notifiedin Feb. 2012Policy directions from PMs Committee on NeGP in 2011 and 2013One-stop shop approach covers all mobile based channelsUniversal access to all citizens All Telcos brought on board Two short codes (51969 and 166) & one long code 9223166166 operational Online on-boarding of departments Complete handholding and 24x7 support 8. Best Practices (1 ) : Open standardsDeployOpen Stds.Cloud-basedsolns. 9. Best practices (2 ): Umbrella approachSMS IVRS USSD Apps1 stopshopAll m-enablement solutions under one roofNo need for govt. depts. to create their own mobile platforms 10. 51969Opened by all telcos atnormal rates166Opened by most telcosat normal rates9223166166Universally accessibleat p2p ratesBest practices (3): Universal accessNational platformconnected with alltelcosNationally avaiablenumber for all non-emergencypublicservices 11. Best Practices (4): Fast OnboardingCreate account:http://services.mgov.gov.in(Expedited vetting follows)PUSH SMS(i) through accountdashboard(ii) through programmaticinterfacePULL SMS(i) Provide API to sendmessages(ii) Define keywords, sub-keywords,responsese.g.: SMS UID STATUSXXXX to 51969 12. Change Management: Open consultationsFramework forMobile Governancenotified in Feb 20122) Public3) Consultation feedbackwith variousstakeholders1) Draftconsultationpaperprepared inMar 2011KEY FINDINGS FROM THE CONSULTATION PROCESS:a. Mobile platform ideal for increasing access to Govt servicesb. A wide range of central and state level services could be easily enabled through mobiles 13. 24x7 portal (mgov.gov.in) 14. Govt. AppStore(apps.mgov.gov.in) 15. ECI maps 913,000polling stns;tracks EVMs moreeffectivelyKeyboards in 11 Indianlanguages: Boost to useof Indian languages onmobile devicesAndhra Pradesh,Himachal Pradesh &Maharashtra Stateswith maximumadoption>210 mn notificationsbetween UIDAI andcitizensm-enablement ofeDistrict and SSDGservices for true andwidest impact>569 mn notificationsbetween M/oAgriculture and farmers>329 mn notificationsbetween depts inAndhra Pradesh andcitizens>211,000 downloadsfrom m-app storeUnique partnershipamong all stakeholders:telcos, govt. depts.,citizens, mobile industry& civil societyMassive and growing impact! 16. User feedbackAvailable online @ http://youtu.be/PlepXLGzJOo(Video 1) 17. Project Outcomes Savings in Costs, Efforts and Time for Depts. & Citizens Improved Access to all Depts.- No technical expertise needed Greater Transparency and Improved Interface with Citizens Simplified Procedures/Processes for Departments Increased Reach & Access to Government Services for Citizens 18. Project Sustainability Institutional Sustainability Owned, funded and implementedby DeitY, full support from PMs Committee on NeGP Technical Sustainability based on open standards and opensource, strategic control with DeitY Financial Sustainability Fully funded by DeitY as a nationalcore ICT infrastructure, business model being developed 19. Critical success factors National policy framework on mobile governance Support from the highest decision making body on NeGP Ease of on boarding and implementation for the depts. Responsiveness of the implementing team Portal effectiveness Performance reliability Transparency and participatory design 20. Lessons learned Capacity within departments is a major issue Lack of app developer ecosystem for public services Need for a policy framework for m-governance On boarding process and implementation must be simpleand transparent Complete handholding and continuous support needed 21. Way forward Develop ecosystem for smart m-governance Device and OS agnostic apps: HTML5 Transactional and integrated services Mobile based payments for services Mobile based authentication Location based services Indian language based apps Integration with common e-Gov ICT Infrastructure State Wide Area Networks, Data Centres, Service Delivery Gateways Additional channels Cell broadcasting Sim Tool Kit MMS 22. rajendra.ias@gov.in,jsegov@deity.gov.in