Winner of Prime Minister’s Award for Excellence in Public Administration

Presentation

byJacob G Victor

Joint DirectorInformation Technology

Govt. of Andhra Pradesh1

Agenda

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1. Project Background2. Project vision and objectives3. Process of conceptualization4. Services provided by the

project5. Modes of service delivery6. Implementation of pilot 7. Technology- Architecture8. E-seva finance details9. Implementation model

Vision

Meeting aspirations of citizens to provide Simple, Efficient, Convenient and Trustworthy

Governance

Building TrustThrough eGovernance

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4

Communication is the Future

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Citizen will like to

Communicate rather than

Commute

Good Governance

A Governance which Proactivelyand continuously leads to,

where Citizen needs Least Assistance from it and has Least Interface with it

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Good Governance througheGovernance

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E – Governance - Objectives

• Improved G2C interface• Improved quality of service• Better internal efficiency• Better law enforcement• Information dissemination• Transparency• Reduction in effective cost to user• Equal access to everybody

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E – Governance - Objectives

• Re-inventing Government to maximize– Efficiency– Reliability– Accessibility– Convenience– Transparency– Citizen focusFrom the Citizen's perspective

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Strategy• Political Vision• Catalyze IT infrastructure creation• Create right social environment

– Prepare citizens to adopt IT• Leverage private sector initiative

– PPP Model• Draw big picture

– Define thrust areas99

Government as it is today• Complex procedures and Hierarchy• Insulated departments• Slow response• Poor G2C interface• Lack of accountability• Lack of Transparency• Lack of Reliability• Queues every where

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Project Background (history)• Jurisdiction based services• Departments are using infrastructure &

resources on non-domain(Core) area• Working Hours – limitation • Idea born in 1998 -99• The pilot project 1999• Replication in Hyderabad & RR Districts• Replication to all Municipalities

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Concept to project • To examine the single window concept in

delivery of services• Extended hours of service • How to bring the data to single point ? • Connectivity issues • Who has to own the Project?• Department Applications are isolated

(islands of databases) 1212

ICSC - Concept• How to eliminate jurisdiction bondage • Applications are isolated in islands • Examine available connectivity • Identify departments having Backend

automated• Twin Cities Integrated Network Services

(TWINS)• Create a common receipt for services

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Concept to Pilot• Identify available citizen Services in dept. • How to deliver different services ?

– Integrated Citizen Service Center (ICSC)

• Create a ICSC to bring data to single point • Project completely funded by Government• No Citizen charges • The pilot project began in December 1999

in one centre 1414

Traditional structure of G2C Interface

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Citizens

GovernmentDepartment

InformationSystem

GovernmentDepartment

InformationSystem

New structure of G2C Interface

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Citizens

GovernmentDepartment

InformationSystem

GovernmentDepartment

InformationSystem

How to Rollout ?

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•What is the funding model?•Who will own the project?• Whether it to be separate entity?•What is the approach ?•How to co-ordinate departments?•Who can be technical consultants?•What is the Government role?

Rollout model?

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•Creation of Infrastructure - Capitol?

•Who will develop Application ?•Who pay operational cost ?•IT & C Dept to own the project•Finical models examined for rollout •PIC Constituted to co-ordinate with participant departments

•Who can be technical consultants?

Rollout model?

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•APTS was Technical consultants•BOOT model is decided•ASP to Create & Maintain services•IT & C Dept to own the project•Appointed a fulltime PD •Charge the citizen – User charges•Project is renamed as eSeva•What is the Government role?

Why eSeva?Situation prior to eSeva

• Citizen to visit multiple offices even for simple services like payments

• Restricted service hours: 10.30 AM to 5.00 PM• Service hours not convenient for many citizens• Long journeys and travel time to offices• Long Queues• Too much physical interface with office staff

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eSeva Objectives

• Citizen services closure to people• Multiple services under one roof• System driven delivery of services• Transparency in delivery of services• Least physical interface with office staff• Convenient and extended service hours• Citizen friendly and comfortable ambience• Value for Time and Money

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eSeva Concept

Department 2

Department 3

Department 1 Process 1

Process 3

Process 2

Service 1Service 1

Service n

Service 3

Service 2

Centre ofeSeva

Centre ofeSeva

Department nProcess n

eSevaNetwork

Department X Process X

eSeva SystemeSeva System

Customer goes to different departments for different servicesCustomer goes to different departments for different services……....

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

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Ambience : The ChangeVanasthalipuram, Hyderabad

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Ambience : The Change

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Ambience : The Change

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Implementation Model• Built on Public Private Partnership (PPP) model• GOAP Contribution

– Building space, Furniture, Counter operators• Service Provider

– IT infrastructure like PCs, Servers, Printers, Connectivity

– Software and hardware maintenance• House keeping and Security

– Running expanses like Electricity, Communication, Stationery and misc. expanses

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Revenue Model• Service provider is paid transaction charges

– Utility bill payments at Rs. 2.10 to Rs. 5.00• By respective department/agency

– Certificate Services at Rs.10/-• By citizen

• eSeva takes a share of 20% from transaction charges to meet its expanses (New contract)

• eSeva is partly self sustainable– Gap in revenue is filled by GOAP

• But slowly moving towards self sustainable model

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eSeva Journey• Pilot project in Hyderabad in December 1999 • eSeva launched in Hyderabad in August 2001

– 49 centres spread over in Twin Cities of Hyderabad• eSeva launched in 116 Municipal towns in June

2003– 199 Centres spread over in 116 towns

• 150 + services under one roof• Electricity, Water bills• Motor vehicle tax, House tax• Passport, Bus passes• And B2C services like telephone bills, Money transfer etc

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eSeva Reach• Covers all Municipal towns in the state

• 248 centres• 14 State Government Departments

– Electricity, Water Supply, Municipal Services– Public Transport, Motor vehicle Tax,– Value Added Tax Returns, – Land Department– Civil supply– Examination applications and results– Police,– Labour Department– Fire Services etc

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eSeva Reach

• 2 Central Government Departments• Telephone Bills• Passport services

• 10 Private enterprises• Private Telecom phone bills– Western Union Money Transfer

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Transactions

• Twin Cities of Hyderabad– 40,000 per day– INR 60 million per day

• Municipal towns– 70,000 per day– INR 60 million per day

Over 0.10 million citizens served everyday

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eSeva Architecture• Developed on 3-tier architecture

– Clients at first-tier,

– Central Server at second-tier and

– Departmental Server at third-tier.

• Clients and Departments are connected to Central

Server through Leased Line and ISDN as backup

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3rd Tier. . . . . . . . . . . . Departmental

ServersS1 Sn

Web Application Servers

….

Counter TerminalsWith Printers

Centre location-1 Centre location- N

2nd Tier

1st Tier

eSeva NETWORK

( Govt.. Depart. )

( Centre Locations )

Router Router

DB Servers

….

Leased LineLeased Line

ISDNISDN

Counter TerminalsWith Printers

Router Pool

ISDN

Leased Line

Kiosk Kiosk

Card printer

DOT Exchange

INTERNETFirewallLeased Line

LAN-1ISDN

LAN 2

NMS

LAN 3

Central

Site Web

Server

Benefits to Citizens• More Service delivery points

– Convenience and Reduced cost of travel and time• Multiple Services available at one point• Any service at any Centre in the city.• Extended Service Delivery Hours

– 8 AM to 8 PM– Open even on holidays for half day

• Improved ambience and reduced waiting time• On line data updation in server

– Timely and Correct accounting• Improved interface between citizen and Government

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Benefits to Government • More number of Outlets / Delivery Channels at no

extra cost• Extended hours of service at no extra cost• Reduced cost of service • Online and real-time data updation and monitoring• Reduced interface between citizen and Government

– Department Staff can focus on core functions• Improved efficiency in service delivery• Higher levels of citizen satisfaction

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eSeva – Study by World Bank“eSeva is close to VERY GOOD” – World Bank

• Significant improvement over the manual system of dealing with individual agencies.

– The composite score (out of 5.00) moved from 3.39 (Slightly better than satisfactory) to 4.66 (Close to very good)

• eSeva has lowered the cost of travel by Rs.9.30 per transaction for its users

• Waiting time in eSeva has been halved in comparison to agency counters, from 32.9 minutes to 14.6 minutes

• On 5 point scale, there has been a significant improvement of 0.79 points in the quality of governance and of 0.94 points in service quality.

• Over all score (on 1 point scale) moved from 0.597 (Manual system) to 0.914 ( eSeva - Computerized System)

• eSeva system was preferred over departmental system by 96.84 % of respondents

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What next?

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Rural eSevaCSC Project in pipeline

• To take benefit of IT to rural areas• One kiosk for every 6 villages

– IT enabled kiosk connected to Department servers– 4680 kiosks planned

• Multiple services to citizens• Revenue model

– IT infrastructure by Service provider – Revenue stream - Transaction charge

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Questions?

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Thank You

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