eSeva

Chief Executive Officer National Institute for Smart Government Hyderabad, India

J Satyanarayana

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

eSeva Value Proposition

Department-Centric Approach

Transformation

Customer-Centric Approach

Customer
Intermediaries

Customer

Department 5

Departmental Support
Intermediaries

Department 4

Department 3

Department 2

Department 1

Fragmented value

Dept 1

Dept 5

Enhanced value

eSeva Interface
Dept 2 Dept 3 Dept 4

Service Providers

The Evolution of eSeva

Rajiv
2006 6000 Kiosks ? Services ?????? tpm

eSeva AP
Oct 2004

eSeva
Oct 2004

eSeva
Aug 2001 18 Service Centres 25 Services 500,000 tpm

201 Service Centres 55 Services 1,200,000 tpm

48 Service Centres 155 Services 1,600,000 tpm

TWINS
Dec 1999
1 Service Centre 6 Services 1000 tpm

Sampark Chandigargh
Tpm= Transactions per month

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

Performance of eSeva
Year 2001 2002 2003 2004 2005 Total No.of Trans. (in Millions) 0.3 4.5 10.5 29.5 41.8 86.6 Amount (in Millions)

334 10,050 38,691 43,233 49,150

141,458

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

Architecture
Dept 1 Dept N

Tier 1
( Govt.. Depart. )

Leased Line ISDN

C e n t r a l S i t e

Firewall

Router Pool
LAN-1

Leased Line
ISDN

INTERNET

Tier 2
LAN 3 NMS LAN 2

Web Apln Servers Web Server DB Servers

Leased Line

DOT Exchange
ISDN ISDN

Leased Line

( ICSC Locations ) Service Centre 1 Router Service Centre 48 Router

Tier 3

Card printer

.
Kiosk

.
Kiosk

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 model 3. Cost & Time savings for citizens demonstrated 4. Cost savings to Government departments 5. Real-time monitoring of citizen services possible 6. Exponential growth of transactions
if implemented well

Thank You
ceo@nisg.org