eSeva

Presentationby Presentation by SureshChanda,IAS Secretary,InformationTechnology GOAP,Hyderabad GOAP Hyderabad April15,2008

Vision
MeetingaspirationsofcitizenstoprovideSimple andTrustworthyGovernance BuildingTrust ThrougheGovernance h h

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Communication istheFuture is the Future

Citizen will like Ci i ill lik to Communicate rather than Commute
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E Governance Obj ti E G Objectives

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ImprovedG2Cinterface Improvedqualityofservice Improved quality of service Betterinternalefficiency Betterlawenforcement Informationdissemination Information dissemination Transparency Reductionineffectivecosttouser Equalaccesstoeverybody E l t b d
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EGovernanceFor GoodGovernance
Re inventing Government to maximize ReinventingGovernmenttomaximize
Efficiency y Reliability Accessibility ibili Convenience Transparency Citizenfocus

FromtheCitizen sperspective From the Citizen's perspective

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eGovernanceKeyBenefits

Improved quality of citizen services

Improved internal efficiencies

Better enforcement of law

Education & information

Just as e-business is transforming the e business private sector, e-government will transform governance.
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Strategy
PoliticalVision CatalyzeITinfrastructurecreation Create right social environment Createrightsocialenvironment
PreparecitizenstoadoptIT

Leverageprivatesectorinitiative
PPP M d l PPPModel

Draw big picture Drawbigpicture

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Definethrustareas

Strategy
HumanResourceDevelopment
C CreatepoolofITmanpower l f IT Capacitybuilding p y g CIOsindepartments

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DevelopITArchitecture Put in place Security Policy PutinplaceSecurityPolicy PKI ThinkBig,StartSmall,ScaleFast

Governmentasitistoday
ComplexproceduresandHierarchy Insulateddepartments I l dd Slowresponse PoorG2Cinterface Lackofaccountability Lack of accountability LackofTransparency LackofReliability Queueseverywhere Queues every where
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TraditionalstructureofG2CInterface Traditional structure of G2C Interface

Information System Information System

Government Department

Government Department

Citizens
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NewstructureofG2C Interface
Government G t Department Government G t Department

Information System

Information System

Citizens
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WhyeSeva? Why eSeva?

SituationpriortoeSeva i i i Citizentovisitmultipleofficesevenforsimple p p serviceslikepayments Restrictedservicehours:10.30AMto5.00PM Restricted service hours: 10 30 AM to 5 00 PM Servicehoursnotconvenientformanycitizens Longjourneysandtraveltimetooffices l ff LongQueues g Toomuchphysicalinterfacewithofficesstaff
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eSevaObjectives eSeva Objectives

Citizenservicesclosuretopeople ii i l l Multipleservicesunderoneroof p Systemdrivendeliveryofservices Transparencyindeliveryofservices Transparency in delivery of services Leastphysicalinterfacewithofficestaff Convenientandextendedservicehours Citizenfriendlyandcomfortableambience Citizen friendly and comfortable ambience ValueforTimeandMoney
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eSevaConcept eSeva Concept

Customer goes to different departments for different services.. services
Department 1 Department 2 Department 3 Department n
Process 1 Service 1 Service 1

Process 2

Service 2

Process 3

Service 3

Process n

Service n

eSeva System eSeva System

Centre of Centre of eSeva eSeva S

eSeva Network Net ork

Department X

Process X

Customer 15042008

Customer goes to any counter in any center for any service. service.

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Ambience : The Change Vanasthalipuram, Hyderabad

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Ambience : The Change

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Ambience : The Change

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ImplementationModel Implementation Model

BuiltonPublicPrivatePartnership(PPP)model GOAPContribution
Building space Furniture Counter operators Buildingspace,Furniture,Counteroperators

ServiceProvider
ITinfrastructurelikePCs,Servers,Printers, Connectivity Softwareandhardwaremaintenance House keeping and Security HousekeepingandSecurity RunningexpanseslikeElectricity,Communication, Stationeryandmisc.expanses Stationer and misc e panses
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RevenueModel Revenue Model

Serviceproviderispaidtransactioncharges p p g
UtilitybillpaymentsatRs.2.10toRs.5.00
By respective department/agency Byrespectivedepartment/agency

CertificateServicesatRs.10/
B iti Bycitizen

eSevatakesashareof20%fromtransaction chargestomeetitsexpanses(Newcontract) eSeva is partly self sustainable eSevaispartlyselfsustainable

GapinrevenueisfilledbyGOAP

Butslowlymovingtowardsselfsustainablemodel
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eSevaJourney y
PilotprojectinHyderabadinDecember1999 eSevalaunchedinHyderabadinAugust2001
49centresspreadoverinTwinCitiesofHyderabad p y

eSevalaunchedin116MunicipaltownsinJune 2003
199Centresspreadoverin116towns

150+servicesunderoneroof
Electricity,Waterbills Electricity, Water bills Motorvehicletax,Housetax Passport,Buspasses Passport, Bus passes AndB2Cservicesliketelephonebills,Moneytransferetc 20

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eSevaReach eSeva Reach

C CoversallMunicipaltownsinthestate ll M i i l t i th t t
248centres

14 St t G 14StateGovernmentDepartments tD t t
Electricity,WaterSupply,MunicipalServices PublicTransport,MotorvehicleTax, Public Transport, Motor vehicle Tax, ValueAddedTaxReturns, LandDepartment Civilsupply Civil supply Examinationapplicationsandresults Police, LabourDepartment FireServicesetc

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eSevaReach eSeva Reach

3CentralGovernmentDepartments
Telephone Bills TelephoneBills Passportservices Railwaytickets 10 Private enterprises 10Privateenterprises PrivateTelecomphonebills WesternUnionMoneyTransfer

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Transactions
TwinCitiesofHyderabad
40,000Transactionsperday , p y INR60millioncollectionperday

M i i lt Municipaltowns
70,000Transactionsperday INR60millioncollectionperday Over0.10millioncitizensservedeveryday Over 0 10 million citizens served everyday

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eSevaArchitecture S A hit t
Developedon3tierarchitecture
Clients at first tier Clientsatfirsttier, CentralServeratsecondtierand DepartmentalServeratthirdtier.

ClientsandDepartmentsareconnectedtoCentral ServerthroughLeasedLineandISDNasbackup g p

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eSeva NETWORK

............
Leased Line
S1 Sn Departmental p Servers

3rd Tier
( Govt Depart ) Govt.. Depart.

ISDN
Firewall INTERNET
ISDN LAN-1

C e n t r a l S i t e

Router Pool

Leased Line

2nd Tier
LAN 3 NMS LAN 2

Web Application Servers

Web Server

DB Servers

Leased Line

DOT Exchange
ISDN ISDN

Leased Line

1st Tier
( Centre Locations )

Centre location-1 Router Counter Terminals With Printers

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Centre location- N Router Counter Terminals With Printers

Card printer

.
Kiosk

.
Kiosk

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BenefitstoCitizens Benefits to Citizens

MoreServicedeliverypoints ConvenienceandReducedcostoftravelandtime MultipleServicesavailableatonepoint Any service at any Centre in the city. ExtendedServiceDeliveryHours 8AMto8PM Openevenonholidaysforhalfday Improvedambienceandreducedwaitingtime Onlinedataupdationinserver TimelyandCorrectaccounting Improved interface between citizen and Government
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BenefitstoGovernment Benefits to Government

MorenumberofOutlets/DeliveryChannelsatno / y extracost Extendedhoursofserviceatnoextracost Extended hours of service at no extra cost Reducedcostofservice O li Onlineandrealtimedataupdationandmonitoring d l i d d i d i i ReducedinterfacebetweencitizenandGovernment
DepartmentStaffcanfocusoncorefunctions

Improvedefficiencyinservicedelivery p y y Higherlevelsofcitizensatisfaction
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eSeva StudybyWorldBank

eSevaisclosetoVERYGOOD WorldBank Significantimprovementoverthemanualsystemofdealing Significant improvement over the manual system of dealing withindividualagencies.
Thecompositescore(outof5.00)movedfrom3.39(Slightlybetter thansatisfactory)to4.66(Closetoverygood) than satisfactory) to 4 66 (Close to very good)

eSevahasloweredthecostoftravelbyRs.9.30 per transactionforitsusers Waitingtime ineSevahasbeenhalvedincomparisonto agencycounters,from32.9minutesto14.6minutes On5pointscale,therehasbeenasignificantimprovement On 5 point scale, there has been a significant improvement of0.79pointsinthequalityofgovernance andof0.94 pointsinservicequality. Overallscore(on1pointscale)movedfrom0.597(Manual Over all score (on 1 point scale) moved from 0 597 (Manual system)to0.914(eSeva ComputerizedSystem) eSevasystemwaspreferred overdepartmentalsystemby 96.84% ofrespondents f d
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Whatnext? Wh t t?

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RuraleSeva CSCProjectinpipeline
TotakebenefitofITtoruralareas One kiosk for every 6 villages Onekioskforevery6villages
ITenabledkioskconnectedtoDepartmentservers 4680 ki k l 4680kiosksplanned d

Multipleservicestocitizens p Revenuemodel
IT i f t t ITinfrastructurebyServiceprovider b S i id Revenuestream Transactioncharge
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Futureisin Communication
Payonline Apply Online ApplyOnline ReceiveService
Onlineor ThroughCourier g

VerifyOnline

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TheTruth
ITismeanstoanend.. Notanendinitself Not an end in itself

ITcanmakethingspossible Butitspeople But its people whocanmakeithappen o ca a e t appe

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AnyQuestions? y Quest o s

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ThankYou SureshChanda Suresh Chanda schanda@ap.gov.in

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