eSeva-Urban: Study Tour Project Report-2

EGPX 2010-11
E-SEVA URBAN - STUDY TOUR PROJECT REPORT

28TH APRIL, 2011
GROUP 1 – PARTICIPANTS
MR PRAVEER KUMAR (EGP1014) DR KESHAR SINGH (EGP1008)
DR MADAN LAL DEGRA (EGP1009) MR ASOK BABU S (EGP1001)
DR SUMER SINGH RAWAT (EGP1018) MS DEEPA SRINIVASAN (EGP1003)
© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 1 of 23

ACKNOLWEDGEMENTS
We wish to express our sincere gratitude to T A Pai Management Institute, Manipal, EGPX Faculty
board for providing us an opportunity to do our study tour project work on “eSeva Urban : A field
Analysis” in Hyderabad, Andhra Pradesh.
This project bears the imprint of many dedicated people. We tender our sincere thanks to ‘National
Institute of Smart Governance (NISG)’ for guidance, encouragement and facilitation in carrying out
this project work. We also wish to express our gratitude to the officials’ Mr Veerraju Naidu, NISG and
Mr Yedukundalu, Deputy Director, eSeva Urban and other eSeva staff members who rendered their
help during the period of our project work.
Place: Manipal
Date: 28th April, 2011

EXECUTIVE SUMMARY
The concept of shared serviced was initiated in 1998 when the Andhra Pradesh (AP) Government
zeroed in on Mr J Satyanarayana, then AP's commissioner, Commercial Tax Department to
spearhead the effort of creating a 'single window' for citizens' jobs. Here people can access different
government services provided by independent departments. Mr Satyanarayana assembled a team to
put the framework in place.
The aim was to identify a model that provides large volumes of routine services to people, identify
departments that provided services to citizens and bring them together. The team studied every
department since electricity, water, property tax, transport, telephone and land registration had
unique billing process. They did brainstorming sessions for six months and then narrowed in on a
framework. It allowed for multiple interfaces across the counters that offer large volumes of routine
services to citizens.
An on-ground study was conducted by Group-1 EGPX 2010-11 during study tour to assess the
current status of service delivery through eSeva. During the study, the ‘study group’ conducted a
series of interviews with citizens, operators of eSeva, Deputy Director eSeva-urban and the Centre
Managers of Miyapur and Chandha Nagar eSeva Centres. The study found that almost all the
citizens are happy with the utility bill payment services provided by eSeva but are not satisfied with
the municipal services, passport services and EPIC card services. The study aims to analyse the
competition and future business prospects of eSeva and suggest recommendations to improve the
service delivery. The scope of study is only limited to eSeva- urban and specially the interviews are
conducted in thee centres namely Khairatabad, Miyapur and Chandha Nagar centres of Hyderabad.

TABLE OF CONTENTS
INTRODUCTION ....................................................................................................................................... 5
OBJECTIVES OF THE PROJECT - e-SEVA ................................................................................................... 5
OBJECTIVES OF THE STUDY ................................................................................................................. 6
SCOPE OF THE STUDY.............................................................................................................................. 6
METHODOLOGY ...................................................................................................................................... 7
FIELD OBSERVATIONS ......................................................................................................................... 8
FINDINGS ............................................................................................................................................. 9
ANALYSIS ............................................................................................................................................... 10
WORKFLOW OF e-SEVA..................................................................................................................... 10
TECHNOLOGY .................................................................................................................................... 11
STATISTICS......................................................................................................................................... 12
GROWTH OF e-Seva ...................................................................................................................... 17
EXPANSION PROBLEM AND ISSUES .............................................................................................. 17
ENHANCING REACH ...................................................................................................................... 18
GRIEVANCE REDRESSAL MECHANISM .......................................................................................... 18
CRITICAL SUCCESS FACTORS ............................................................................................................. 19
SWOT ANALYSIS ................................................................................................................................ 19
POSSIBLE IMPROVEMENTS ............................................................................................................... 20
KEY RECOMMENDATIONS................................................................................................................. 21
LIMITATIONS OF THE STUDY ................................................................................................................. 22
CONCLUSION ......................................................................................................................................... 22
REFERENCES .......................................................................................................................................... 23

INTRODUCTION
The project eSeva was started as a pilot in the twin cities of Hyderabad and Secunderabad, and was
thus called TWINS (Twin Cities Integrated Network Systems). It was started at a cost of Rs 10 million,
fully funded by the Government of Andhra Pradesh. The project provides services such as
registration of birth and death certificates, registration of vehicles and learners’ driving licenses.
After a successful pilot, 10 centres were started on 25 August 2001 and then the project was
renamed as e-Seva (Electronic Service in Hindi). On 10 October 2001, a portal -
http://www.esevaonline.com - was launched.
The Project is a tool to bridge the digital divide and has used Information and Communications
Technology (ICT) for providing access to various government services. The Project uses the opportunities
that the ICT offers in empowering the citizens. It offers a wide range of services from the issuance of
various certificates to getting information about various programmes and also networking citizens and
allowing them the flexibility and convenience of mutually beneficial transactions. It also allows access to
hitherto marginalised communities and helps in bridging the existing information gaps. It is, therefore, a
step towards digital unite. It provides the citizens with a clean, transparent, efficient, effective and
hassle-free administrative system through state-of-art electronic technology. It is a one-stop-shop for a
range of citizen-friendly systems.
e-Seva is probably one of the best examples of e-Government project in India. The eSeva center is a
one-stop-shop for more than 150* Government-to-Citizens (G2C) and Business-to-Citizen (B2C) services
including payment of utility bills; getting birth and death certificates, vehicle permits, driving licenses;
transport department services etc. Before the launch of the eSeva project, these services were available
at separate offices and were normally time-consuming for citizens. Citizens had to approach each and
every department and processing was slow.
The project breaks down obsolete structures and the "silo" thinking that has long characterized the
way government operates (departments working independently to meet their own goals instead of
together to co-ordinate customer interfaces and services). e-Seva is an integrated approach to deliver
G2C and Business-to-Citizens through the use of ICT .The watchwords of this e-Governance project are
efficiency, reliability, transparency and scalability which are possible through GPR and change
management. The uniqueness of eSeva has also been acknowledged by the World Bank and has cited
eSeva as one of the best eGovernance practices in the “Government World”.
*SOURCE: e-Seva Material from Mr.Yedukundalu, Deputy Director – e-Seva Urban
OBJECTIVES OF THE PROJECT - e-SEVA
The following are the objectives of eSeva as originally defined and as they continue to be.
• Providing one-stop services to the citizens through a chain of Integrated Citizen Service
Centres.

• All the counters in all the service centres should provide all the services offered by eSeva.
The citizen can walk into any service center and experience the same quality of service.
• Citizens should not be required to travel more than a kilometre to reach the eSeva center
nearest their home.
• The architecture adopted should be scalable and secure.
• The service time should be below 3 minutes per transaction and the total time spent by a
citizen including the time spent on waiting for one’s turn should be less than 10 minutes.
• All the services should be available at the centres for 12 hours a day and selected services,
24 hours over the Internet.
• Citizens should not stand in queues.
• The services that do not involve an inspection or attestation should be offered over the
Internet also, so that citizens can avail them from home or office.
• The cost of transacting with government should be reduced.
• The business model should be such that the operations are sustainable over long period.
• The need for the citizens to go to government offices should be minimized over a period of
time.
OBJECTIVES OF THE STUDY
• To analyze the AS-IS system of eSeva

• To identify the Critical Success Factors
• To identify the Manpower Issues
• To suggest improvements in the Quality of Service Delivery
• To perform SWOT analysis of eSeva
• To explore the future Business Prospects
SCOPE OF THE STUDY

I. ANALYSIS
To study the growth of e-Seva from its inception in 2001 in urban and semi-urban areas till
2011 which can be observed from the following
• Number of Transactions
• Number of Service Centers
• Number of Services and
• Number of Participating Departments
II. SUCCESS FACTORS
To determine the major factors of success of e-Seva
III. MANPOWER ISSUES
To study the challenges for the retention of employees in the e-Seva centers

IV. ECONOMICAL ASPECTS
To study the expansion problems and issues

To study the financial viable model of operations and maintenance
V. SERVICE DELIVERY
To determine the quality of Service provided to the citizens using

• Citizen Satisfaction
• Employee/Staff behaviour
• Ambience
• Basic amenities and facilities
• Service delivery time
• Grievance Redressal
VI. BUSINESS PROSPECTS
To explore the new opportunities for enhancing reach of e-Seva
METHODOLOGY
The proposed study is to ascertain the extent to which the intended outcomes of the project
e-Seva have been achieved that includes the qualitative, quantitative and factual analysis.
Qualitative Analysis
I. In-depth interviews with the following stakeholders

a. Citizens
b. Employees of SPANCO (private partner)
II. Detailed interaction with the government official – Deputy Director of e-Seva Urban –
Mr.Yedukundalu
III. Detailed Interaction with the Centre Managers of e-Seva Centres at Chandha Nagar and Miyapur
Quantitative and Factual Analysis
Primary Data
1) Department Wise Transaction Summary Report for the month of March 2011 of all e-Seva
Centres (Courtesy: Mr.Yedukundalu)
2) Pay mode wise Transaction Summary Report for all the e-Seva centres for the years 2007-2011
(up to April 18th, 2011)
Secondary Data
3) e-Seva Website
4) e-Seva brochure and Material
5) Case study
6) Reference Articles
7) AP Online

CASE STUDY – CENTRE I
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
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 happens 2-3 times in a month. The aged people miss their turns when the token number and
counter are displayed on the digital display. There is shortage of manpower." - Staff Member
CASE STUDY – CENTRE III
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. There are no middlemen and no bribe needs to be given.
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.
FIELD OBSERVATIONS
The observations that the team made while doing the study are:
FAVORABLE
• 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 of staff
• Smooth disbursement of services
UNFAVORABLE
• 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 and Municipal services
• Frequent visits regarding the status of certificates
• Less operational counters
• No announcement system for tokens (Missing of turns)
• Difficulty in filling up forms
• No drinking water facilities
• No provision for security
• No public convenience
FINDINGS
1) Customers are satisfied with utility bill payment services.

2) Proximity of eSeva Centers for Citizens is an added advantage
3) There is longer waiting period for new services (Passport, EPIC Card) added.
4) Citizens have Grievance for Municipal Services, gas connection because the departments do
not cooperate.
5) Complete Insurance coverage is available for the cash handled in the e-Seva Centre
6) There is lack of internal coordination within the levels of private partner and hence there is
no proper response from the Head Office when there are maintenance complaints.
7) Grievance Redressal Mechanism is available for the citizens and the channels are
a. Citizen can file the complaint Online
b. Citizen can drop the complaint in the Complaints Box at the e-Seva Centre
c. Citizen can call Parishkaram (Toll Free Number – 1100)

ANALYSIS
WORKFLOW OF e-SEVA
SERVICE DELIVERY PROCESS AT SERVICE COUNTERS ***
• Citizen comes to eSeva Centre and approaches Token Counter

• Electronic Queue Management System (EQMS) integrated time stamp:
i. when customer arrives at the Token Counter and obtains Token
ii. when customer token is called
iii. on completion of service delivery
• Counter operator enters customer details to display details
• Acceptance of payment in form of Cash/Cheque/Demand/Credit Card
• Issue of Receipt and completion of delivery of service
• Transmission/Communication of transaction details to eSeva Data centre and department
server
• Cancelling the receipt and reversing the transaction done due to mistakes and treating
this transaction as a new transaction with a unique transaction code

• Storing the cancelled transaction details and transaction code in the database at the ESEVA
data center along with a text explanation for cancellation
• In case of Cheque Bounce, provision for reverse entry in Data base of eSeva and department
server. Provision to prepare refund claim statement for claiming refund from department.
Locking Customer account for payment through cheque till account is unlocked under orders
of EDS. Warning display to counter operator of such accounts whenever such customer visits
eSeva, to help recovery of amount.
*** - e-Seva RFP Volume 1 dated June 23, 2007 from Internet
TECHNOLOGY
e-Seva is developed on a 3-tier architecture with
• Clients at first-tier
• Central server at second-tier
• Departmental server at third-tier
Advanced Technologies in application design and development (Web based applications).

Connectivity among all participants of the system (e-Seva Data Center, Line Departments and e-Seva

Centres) is chosen in tune with the Line Departmental compatibility and latest technologies available
in the market. Quickly adopting to emerging technologies and modifying the existing applications in
tune with the departmental and service requirements is being done regularly.
e-Seva Data Center works a HUB where in participating departments and all e-Seva Centres are
connected facilitating any centre, any counter any service approach with 64 kbps Leased lines of
Tele-operator BSNL. It is upgraded to the size based on the volume of transactions and % of
utilization. Connectivity is now at the size of 256 kbps. As the service requires high availability and
quick restoration from connectivity break down. It is further upgraded to 256 kbps MLLN
connectivity.
STATISTICS
eSeva
GOVERNMENT OF ANDHRA PRADESH
Monthly Transactions Chart for the Year: 2011 for ALL CENTRES
No Of Trans: 4864711
1434679 1451220
1261228
T
R 717584
A
N
S
JAN FEB MAR APR

MONTHS
1483188 137286
1397005 1393881 1358385 1441178 9
1314125 1315789 1330588
1256888 1312126 1301012
JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC
MONTHS
No of Trans: 13587914
134469 130745
123779 123010 4 121263 123652
118411 115521 111709 4
106336 9 2 7 6
9 6 9
9
72613 77276
9 0
MONTHS
No of Trans: 13706756
121415 121265 116729 118641 120407

5
114981 111288
9 109651 112919
8 112016 116155
4 5 2 3
6 5 3 9
95202
7
MONTHS
126599 124527
117332 116266 117856 121506
5 112321 112668 0 115331 113257 113103
110515 1
5 5 6 4
1 4 8 6 4
MONTHS
Table showing transactions in last 5 years
YEAR NO. OF TRANSACTIONS
2007 14012859
2008 13706756
2009 13587914
2010 16277034
2011 4864711**
** The figures in 2011 only includes the transactions for the months of Jan, Feb, March and till 18th
of April 2011
**The nos. for 2011 is till

Transactions 18th April 2011
18000000
16000000 13706756 16277034
14012859
14000000
12000000 13587914
10000000
8000000 Transactions
6000000
4864711**
4000000
2000000
0
2007 2008 2009 2010 2011
** Courtesy eSeva-urban Deputy Director, Mr Yedukundalu
The graph above shows the trend of number of transactions over last five years. The important point
to be noticed is sharp increase in the number of transactions in the year 2010. This sharp increase is
because of the Service additions** from last 20 months like
• Issue of Electoral Photo Identity Card for EPIC approved Candidates.

• To book new gas connection.
• To issue Birth and Death Certificates in GHMC area from 3rd April, 2010.

• To book time slot for learner’s license and driving license and pay fee.
• To issue fresh and renewal of trade license certificates of GHMC area.
• To collect bills of private telephone operators such as TATA DOCOMO.
• To collect licensing and renewal fee of Legal Metrology Department.
**Source – e-Seva Material provided by Mr.Yedukundalu, Deputy Director - Urban
The data of 2011 is till 18th April, hence inconclusive but it can be observed that it follows the
previous year (2010) trends.
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
AMOUNT COLLECTED FOR THE MONTH OF MARCH 2011
AMOUNT COLLECTED
OTHERS 8%
TRANSCO 31% POLICE 1%
TTL 2%
GHMC 3%
BSNL 2%
OTHERS
HMWSS 3% ESEVA
POLICE
TTL
GHMC
BSNL
HMWSS
RTA
TRANSCO
RTA 50%

From the above Doughnut chart, it can be observed that the amount collected for RTA department
followed by TRANSCO (Electricity Bill) is high. The quarterly payments of vehicle tax are paid in the
months of March and April and the 50% contribution of the RTA department revenue is an indication
of this fact. Though sound conclusions can’t be drawn with one month data, just an observation can
be made. This fact has been confirmed by the Centre Manager of Chandha Nagar e-Seva Centre,
Hyderabad.
GROWTH OF e-Seva
MEASUREMENT VALUE
Number of Transactions 50 per day to 1,40,000 per day
Number of Service Centers 2 centers to 265 centers across the state (65 in
Twin Cities and Ranga Reddy District)
Number of Services 3 services to 150 + services
Number of participating Departments 3 departments to 30 departments
SOURCE – e-Seva Material provided by Mr.Yedukundalu
The growth is due to several factors like the following:
• Increasing awareness among the citizens of the convenience of using eSeva services.
• Increase in the number of services offered.
• Increase in the number of centers.
• Shutting down of manual centers by the participating departments as the coverage of eSeva
increased.
• Effective management of eSeva leading to a very high level of customer satisfaction.
EXPANSION PROBLEM AND ISSUES
I. There is a need to create required monitoring base. There is need to establish more centres in
TWIN cities and districts. Presently services reach only 20% of the population looking for
convenient service.
Expansion demands investment in infrastructure such as Land, Buildings and Technical

Infrastructure at centres such as Computer systems and associated equipment, Man power for
operations and maintenance and monitoring force. There are currently 265 e-Seva Centres in
the state. The plan is to set up more number of centres (311 e-Seva centres) and which is on
hold now due to the above mentioned issues.
II. Fixed transaction charges – wage revision and escalation in market price of maintenance –
investments in protection from obsolescence – effects Quality of Service.
Presently, Contract Service Provider (CSP) selected through an open bidding process manages
operations in e-Seva Centres for a contract period (5 years) and is responsible for following
activities at his own cost.
a) Payment of wages to operators

b) Maintenance of all equipment
c) Development of software for all new services and enhancements to the existing services
including development required for new service channels, payment methods,
modifications forced by technology changes etc.

CSP is paid per transaction in accordance with the contract. It is Rs.2.10 to Rs.5.00 for utility bill
payments and Rs.10 for certificate services. This quoted price stands fixed for entire contract period
but the wage revision, cost of maintenance, cost of protection from obsolescence increases and
affects the financial viability.
There is need to derive some financially viable model of operations and maintenance.
ENHANCING REACH
In order to combat the investment risks, financial viability and yet to reach the desired citizen in
offering services, Franchisee model with recently emerged technologies such as mobile devices can
be considered.
The transaction model would be
• Designated private entrepreneur in official dress holding an identity card issued by

Electronically Deliverable Services (EDS) operates a mobile device which can be connected to
EDS data center.
• He/She is also equipped with a pocket printer and required stationary to issue receipt for
the transaction made.
• It acts as an extension counter but in wireless mode.
• He/She makes transactions in pre-paid mode.
As the investment is very low and service can be offered in mobile center mode, by plugging the
operational risks if any, service can be made to reach all the desired citizens.
GRIEVANCE REDRESSAL MECHANISM

Parishkaram: 24-hour Call Centre
‘Parishkaram’ means ‘problem resolution’. The Centre commenced operations in July 2003 with
Agriculture Service as Pilot Project. In February 2004, the Centre has been upgraded as a multi-
disciplinary call centre. Parishkaram is being made available through a 35-seater, fully equipped call
centre to citizen.
The departments are expected to resolve the complaints as per the time frame stipulated by the
respective Citizens Charters. If the complaint is not resolved, a facility is made available which would
escalate these complaints to the next level in the department hierarchy. These complaints and
replies are registered in the database of Parishkaram. Whenever a citizen calls for follow up on
his/her complaint, a reply could be given by the operator on the lines of response received from the
departmental officer.
Technology has also been put in place to send these complaints by e-mail and SMS alerts, along with
their reference numbers to concerned departmental officers/Collectors to their e-mail Ids and
mobile phones.
PARISHKARAM – 1100 - A 24*7 CITIZENS INFO SERVICE/GRIEVANCE REDRESSAL MECHANSIM

CRITICAL SUCCESS FACTORS
1) Strong political and bureaucratic support
• Political will is must for such a large scale project to be successful. And that political and
bureaucratic support has been available for e-Seva since the conceptualization stage.
2) Citizen-driven
• Citizens have trust and support in the system and the increasing demand for addition of
services indicates that e-Seva is a Citizen-driven system.
3) Robust technical design
• The 3-tier architecture permits adding more government agencies in tier 1 and more
service centres in tier 3 without having to disturb the existing infrastructure, as the
activity levels increase. New services can be added at the data center seamlessly and
effortlessly and make them available at all the counters of all the service centres
overnight. This scalable architecture has been the strength of eSeva.
4) Implementation model PPP
• The integration of federal, provincial and local services and their delivery through a
single counter has not been attempted anywhere and this is achieved through Public
Private Partnership marrying the strengths of public and private domains.
5) Project Components allocation between Public and Private and Procurement method (BOOT)
• GOAP provided the basic infrastructure like land, buildings and furniture and the other
components are provided by the private partner.
6) Works 362 days a year
• Services can be availed on holidays except on Republic Day, Gandhi Jayanthi and
Independence Day. Bill payments can be made over the Internet.
7) Extended working hours
TWIN CITIES DISTRICTS

8 AM to 8 PM on weekdays 9 am to 7 pm on weekdays
9 am to 3 pm on Sundays and holidays 9 am to 3 pm on Sundays and holidays
SWOT ANALYSIS
STRENGTHS WEAKNESSES
Single Window Service Delivery System No helpdesk service
Robust technical design Inadequate manpower
Easy access to citizens Passive support of departmental staff

Dedicated manpower of SPANCO Poor maintenance support
PPP and BOOT Model Long waiting time for new services added
Citizens trust and support in the system Peak hours, transactions are slowed because of
server performance issues
Project allocation components between GOAP and Lack of basic amenities/facilities – drinking water,
CSP public convenience
Lack of motivation and incentives for employees
Lack of security measures
GOAP – Government of Andhra Pradesh; CSP – Contract Service Provider
OPPORTUNITIES THREATS
Expansion of e-Seva Centres Growing competition – AP Online, CSC,

Departmental website
Reach of Services Resistance of departmental staff to do process
reforms
Addition of new services like Insurance Premium Plans of AP TRANSCO to collect electricity bills
Payment (LIC), bank loan application forms, loan re- payment at the citizens doorstep
payments, scholarship application forms, application
form for white card for availing Aarogyasri Scheme,
Online Bus Ticket Booking
More delivery channels like mobile devices Cyber Crime
POSSIBLE IMPROVEMENTS
Payment Mode – Telebanking
• Payment can be made in modes such as Cash, Cheque, Demand Draft, Credit Card,
debit Card and Net Banking. It is suggested that Telebanking mode can also be
added as another mode of payment.
Door-to-Door Service
• Mobile e-Seva Service can be introduced to provide service to citizens at their

doorstep.
Central Repository System for Certificates will be developed within a timeframe of 6 – 24

months
• Government Process Reforms (GPR) has to be brought in so that a Central

Repository System for Certificates can be developed. The concerned departments
may look into this repository and not ask the citizens to bring those relevant
documents.
SLA should be redefined for new services added

• The observation made earlier was that there is long waiting period for passport and
EPIC services. When asked about this, Mr. Yedukundalu commented
“In case of Passport and Voter ID card service, eSeva has taken limited responsibility.
Applicants were compelled to stand in the queue at passport office right from this
evening for tomorrow's token to submit application tomorrow under TATKAL or
General. It has additional work of scrutiny of documents, entry, photo capture etc.
and successfully avoided middlemen in the process.
With reference to Voter card - Citizen has to come with Voter ID number. In the
absence, it takes time to search. In addition there is a work of printing, cutting,
affixing Hologram, affixing ERO facsimile, Lamination etc. When all these operations
are to be done across the counter, it takes some time. Under the old methods, citizen
is not sure of getting the card. No method to ensure delivery and it used to take few
months also.
It is great facility to citizen and introduced first time in the country.”
KEY RECOMMENDATIONS
BUSINESS PROSPECTS
• Mobile e-Seva can be introduced wherein a van with all processing equipment moves across
the city to collect payments at timings convenient to citizens for inclusiveness. Presently
services are reached to only 20% and still there is a gap of 80% population looking for
convenient service.
SERVICE DELIVERY
• Announcement of token number and counters apart from the digital display will help the
aged people and the illiterate citizens not to miss their turns and wait consequently.
• Citizens find difficult in filling up the forms and a Helpdesk service can be provided for the
same which will result in time saving for both the citizen and the counter operator.
• It was observed in the Khairatabad center that it is located in the first floor and physically
challenged might find it difficult to climb up. Facility such as ramp can be provided or centers
can be located in the ground floor as in the case of other centers.
• Basic amenities and facilities such as drinking water and public convenience need to be
provided for the benefit of citizens.
• The revenue is collected to the tune of Rs. 20 – 22 crores per day across all the centers.
There is need for Trained Security Personnel at all these e-Seva centers.

QUALITY OF SERVICE
• Process reforms in all the concerned departments will help e-Seva to better serve the
citizens especially in the case of municipal services where there is passive support from the
concerned department.
• Bar-coded identification of utility bills will help save time for the counter operators and
benefit the citizens.
• SMS facility for tracking the status of certificates should be provided.
• There is a need for the government side to effective monitor the activities of private partner
such as the maintenance of infrastructure.
• Wage revision and incentives for the employees of SPANCO will help in the betterment of
quality of service offered to citizens.
MANPOWER ISSUES
• Increase the number of hardware maintenance personnel to cater to the maintenance

problems of infrastructure.
• Improve coordination within the levels of the private organization SPANCO to solve the
issues.
LIMITATIONS OF THE STUDY

• Study covered only 3 centers - 2 Urban (Khairatabad, Chandha Nagar) and 1 semi-urban
(Miyapur) Centers
• Our sample size is too small to arrive at conclusions and only inferences can be drawn
• No Reports available to study the increase in revenue and increase in the consumer base of
e-Seva Centers for the years 2007-2011
• Out of the 53 e-Seva Urban and Semi-Urban Centers in the TWIN CITIES, interview could be
conducted only with 25 citizens in the 3 Centers in Hyderabad.
• Pay Mode wise Transaction Summary Report for the year 2011 has data available only till
18th April, 2011. Only partial conclusions can be drawn with the data available for the years
2007 – 2011 about the trends in the number of transactions.
CONCLUSION
The success of e-Seva depends on the financial viability, expansion of new centres, enhancing the
reach and adoption of emerging technologies. The e-Seva like projects can be merged with the
Common Service Centres (CSC) similar to the merging of the Community Information Centres (CIC) in
the North-East with the CSC’s. The study strongly recommends the merger of AP Online and CSC
with e-Seva and e-Seva should be the face of the CSC in the state of Andhra Pradesh. This will make
e-Seva self-sustainable in the long run.

REFERENCES
A. e-Seva Official website - http://esevaonline.com
B. Internet article - http://www.mit.gov.in/content/common-services-centrescsc
C. AP Online Website - List of Services provided
https://secure.aponline.gov.in/CitizenPortal/userinterface/citizen/ListOfServices.aspx
D. AP Online Website – List of Franchise Centres
http://www.aponline.gov.in/MapsAPOnline/APOnlineCentersNew.aspx
E. e-Seva Brochure and Material (Courtesy: Mr.Yedukundalu)
F. Various Media articles on Internet
G. Reports provided by e-Seva Deputy Director Urban
H. Google Search Engine

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EGPX 2010-11

E-SEVA URBAN - STUDY TOUR PROJECT REPORT

MR PRAVEER KUMAR (EGP1014) DR KESHAR SINGH (EGP1008)

DR MADAN LAL DEGRA (EGP1009) MR ASOK BABU S (EGP1001)

DR SUMER SINGH RAWAT (EGP1018) MS DEEPA SRINIVASAN (EGP1003)

© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 1 of 23

© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 2 of 23

© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 3 of 23

© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 4 of 23

*SOURCE: e-Seva Material from Mr.Yedukundalu, Deputy Director – e-Seva Urban

OBJECTIVES OF THE PROJECT - e-SEVA

© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 5 of 23

OBJECTIVES OF THE STUDY

• To analyze the AS-IS system of eSeva

SCOPE OF THE STUDY

II. SUCCESS FACTORS

To determine the major factors of success of e-Seva

III. MANPOWER ISSUES

© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 6 of 23

To study the expansion problems and issues

To determine the quality of Service provided to the citizens using

VI. BUSINESS PROSPECTS

To explore the new opportunities for enhancing reach of e-Seva

I. In-depth interviews with the following stakeholders

Quantitative and Factual Analysis

© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 7 of 23

KHAIRATABAD eSEVA CENTER

CASE STUDY – CENTRE II

CHANDHA NAGAR eSEVA CENTER

CASE STUDY – CENTRE III

MIYAPUR eSEVA CENTER

• Single window system

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• Issues of infrastructure maintenance (Digital display, generator sets, PC problems)

1) Customers are satisfied with utility bill payment services.

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SERVICE DELIVERY PROCESS AT SERVICE COUNTERS ***

• Citizen comes to eSeva Centre and approaches Token Counter

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e-Seva is developed on a 3-tier architecture with

• Central server at second-tier

• Departmental server at third-tier

Advanced Technologies in application design and development (Web based applications).

© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 11 of 23

JAN FEB MAR APR

121415 121265 116729 118641 120407

YEAR NO. OF TRANSACTIONS

**The nos. for 2011 is till

** Courtesy eSeva-urban Deputy Director, Mr Yedukundalu

• Issue of Electoral Photo Identity Card for EPIC approved Candidates.

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**Source – e-Seva Material provided by Mr.Yedukundalu, Deputy Director - Urban

MAJOR TRANSACTIONS IN THE MONTH OF MARCH 2011

S.No DEPARTMENT NO. OF TRANSACTIONS NET AMOUNT

AMOUNT COLLECTED FOR THE MONTH OF MARCH 2011

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The growth is due to several factors like the following:

EXPANSION PROBLEM AND ISSUES

Expansion demands investment in infrastructure such as Land, Buildings and Technical

a) Payment of wages to operators

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The transaction model would be

• Designated private entrepreneur in official dress holding an identity card issued by