eMitra: Effective Governance, Better Citizen

Services

1
Key-Team members
S. No. Name Designation Contact No. eMail ID.

1 Sh. Abhishek Shukla IA, DoIT&C 8696924681 Shukla_aks@yahoo.co.in

2 Sh. Vimal Khandelwal IA, DoIT&C 9828566633 vimal.doit2012@gmail.com
3 Sh. Jitendra Verma IA, DoIT&C 9414639389 jitendoit@gmail.com
4 Ms. Neha Chaudhary Project Officer, eMitra 9352565554 neha.c@semt.gov.in
5 Sh. Kamlesh Gattani Project Officer, eMitra 9649900479 kamleshgattani@gmail.com
6 Ms. Shilpi Patni Project Officer, eMitra 9875068651 shilpi.patni@semt.gov.in
7 Ms. Richa Bhatnagar Project Officer, eMitra 9414058236 richabhatnagar7@gmail.com
8 Sh. Pooranmal Gupta Programmer, DoIT&C 9829313344 poorangupta@hotmail.com
9 Sh. Yuvraj Singh ACP (DD), DoIT&C 9413206493 mboxgurjar@gmail.com
10 Sh. Parag kachhawa ACP (DD), DoIT&C 9694376878 parag.kachhawa.doitc@gmail.com
11 Sh. Praveen Kumar Bhardwaj ACP(DD), DoIT&C 9413387323 pkbdoit@gmail.com
12 Sh. R. K Sharma SA(JD), DoIT&C 9413387309 rksharmadoit@gmail.com

2
 More than 7000 kiosks (1500+5500)
Serving 18+ lakh Citizens/ month
Average Revenue collection: Rs 200 crores
Average Income from eMitra: Rs 15,000/- to Rs 20,000/- in urban areas & Rs 7,000/- Rs
10,000/- in rural areas
Income from other business sources: Rs 5,000 – Rs 50,000/-

eMitra: One-Stop-Shop for Integrated Service Delivery

Objective: “To provide all Government services to the common man in his locality,
through a one-stop-shop (integrated service delivery), ensuring efficiency, transparency,
& reliability.”

The services are delivered via counters known as CSC (Common Service Center) kiosks in rural
areas and eMitra kiosks in urban areas and also ONLINE through eMitra portal
(www.emitra.gov.in)

3
eMitra Journey so far… (2002 – 2014)
2014
 Centralized Kiosk Mgmt, Financial &Operational control
 Complete reconciliation of Accounts
 Urban Kiosks – 1500 & Rural Kiosks - 5500
 Services: 50-60
 Avg. monthly Transactions: 20-30 lacs,
 Avg. monthly Revenue collection: 200-250 Crs.

2010
• Online transactions
• Urban Kiosks – 800 & Rural Kiosks - 100
• Services: 6-10

2005
• eMitra state wide roll-out through DeGS
• 500 Kiosks
• Services: 4-6
• Client Server Architecture, District based Data Centres

2002
• PoC on 30.03.2002
• LokMitra (Urban) Kiosks – 15 & JanMitra (Rural) Kiosks – 10
4
• Services: 2-4
 Project History

5
Need for an IT enabled system

• Service delivery at Citizen doorsteps in far-flung remote locations

• Bring Accountability, Efficiency &Transparency in service delivery process
• Running around several far-off Govt offices for availing services
• Multiple outlets for each department
• Limited working days, resulting in long waiting time before the actual delivery of the
service
• Manual Processes
• Difficult record keeping
• Discrete processes across districts
• Difficult and in-accurate data analysis from manually maintained records
• ……. so on.

6
Foundation members
Sh Akhil Arora
Secretary, Sh A M
Sh Suneel IT&C Deshpade
Chhabra, Technical
Director,
SA, DoIT&C DoIT&C

Sh R K
Sh Anil
Sharma
Singh
SA,
GM, RISL
DoIT&C

Sh Sanjay Sh Nitin
Gaden Verma,
PC, Gujarat ACP,
DoIT&C
Sh Praveen Ms Sonia
Bhardwaj, Chaturedi
ACP, ACP,
DoIT&C DOIT&C
7
The beginning (2002)..

 LokMitra project was started as pilot in Jaipur by the State Government in 2002 .
 With the states e-vision of accelerating e-Governance at all levels of Government, the
project was rolled out in Jaipur as LokMitra (urban) and in Jhalawar as JanMitra (rural)
on pilot basis.

JanMitra – Rural Centric Services LokMitra – Urban Centric Services

 PPP Model  Own-staff
 Application services  Utility Bills
 Semi On-line  On-line
8  Batch Mode
Implementation
Pilot roll out of e-Mitra System at Jaipur (10 locations) and Jhalawar (20 locations) with an objective to
run the system in real time environment before spreading it across the State.

Total Transaction Amount (June, 2005) at JPR

Department Total Transactions
PHED 14,884
JVVNL 39,536
BSNL 19,651
Total 74,071

Total Transaction Amount (June, 2005) at JHL

Department Total Transactions
PHED 4911
JVVNL 5033
BSNL 3237
Total 13,181

9
Evolution of eMitra

• State wide
Implementation

• Combines best
features of LokMitra
& JanMitra models
• Support all
processing modes
batch, real time,

+ = Internet

• Public-Private
Partnership model for
Front Offices

• Will provide
employment to over
6000 educated
youths across the
2002 2005
State

10
In 2005..

 Success of these projects led to launch of e-Mitra project in 2005 across the
State under Public Private Partnership mode to bring efficiency, transparency
and accountability at the Government- Citizen interface.

 eMitra integrated LokMitra and JanMitra initiatives under a single

umbrella to give citizens of the State a “multi-service”- “single-
window” experience.

 The idea has been to use information technology to improve the quality of life
of its residents and help them achieve higher incomes and employment.

11
LSP Selection & eMitra Service Basket (2005)

RFP was floated for selection of LSP by DeGS, Jaipur and following rates were obtained:
 Submission of Application/Grievances:-
- Rs.9/ application (Charged to Citizen)

 Deposition of Utility Bills & Government Dues:-

- Rs. 3.95/bill for electricity and others
- Rs. 2/bill for PHED (in Urban areas)
- Rs. 1/bill for PHED (in rural areas)
(Charged to line-department)
 Information Access:-
- Rs. 5/transaction (Charged to Citizen)

Above rates were finalized for all districts and all DeGS’s were asked to select LSPs for their districts
on the basis of above rates.

12
e-Governance Framework

District Kiosks
Administration Local Service
Kiosks
User Provider1
Department Kiosks
User
Department District Window
Kiosks
User
Local Service Kiosks
Department
Provider2
Kiosks

Divisional
Data/Contro WAN
l Center
Kiosks
Kiosks
Kiosks
State Data
Center
Secretariat LAN
13
District Network
District Network
District e-Mitra Center
Collector’s
SDC Leased Line
Leased Line Modem/NT backend

Web
RAS-Router Data
Srvr
Srvr

Switch

Kiosks

LSP

Other District Offices Main Center LSP Center

14
Difficulties /Limitations noted during 2005-2009

 Manual/ Semi-online system

 Client server based application
 No MIS available
 Discrete processes across districts
 Irregularities in application/ financial related matters
 Service creation was done by individual districts
 Non-standardization of processes
 No account keeping, resulting in financial irregularities
 No centralized control
15
 Next phase

16
Introduction of Common Service Centers (CSC)- 2009

 The NeGP envisions “web-enabled Anytime, Anywhere Access” to information and

services in rural India, through three infrastructure pillars
• The State Wide Area Network (SWAN)
• The National Data Bank/State Data Centres (SDC)
• The Common Service Centres (The front-end delivery points for Government, private
and social services to rural citizens)

The CSC Scheme Envisaged :

• Efficient delivery of government services at door-step of citizens
• Promotion of entrepreneurship in rural areas
• Capacity building of rural population for using IT-enabled service platforms
• Alignment of commercial goals of the private sector with social objectives of the
Government

17
Common Service Centers (CSC)- the scheme
Objective

“All Government services should be available to the common man in his locality,
throughout his life, through a one-stop-shop (integrated service delivery), ensuring
efficiency, transparency, & reliability.”

•Number of Proposed CSCs

In India: 1,00,000 Common Services Centers
In Rajasthan: 6626 Common Service Centers

• 1 CSC covers 6 villages i.e. 1:6

• Implementation in Public-Private-Partnership (PPP) Model (private partner to be identified

through competitive bidding)

•CSC would be equipped with minimum required IT Infrastructure and would also have
broadband Internet connectivity (256 Kbps).

18
Implementation Framework
Implementation Framework

DIT
STATE GOVERNMENT

NLSA SPV SDA (RISL)

District E-Gov. Society

Service SCA
Provider (Private Sector)

VLE
(Women Entrepreneurs)

RURAL HOUSEHOLDS
Implementation Structure- Rajasthan

Stakeholder Roles & Responsibilities

VLE/ kiosk owner • Delivery of services through kiosks
Service Centre Agency • Training and selection of kiosk owners
(SCA) for rural reas/ • Day to day management and help to VLEs, ensuring
Local Service Provider connectivity
(LSP) for urban areas • Credit Limit Maintenance

DoIT&C • Overall co-coordinator on behalf of Central and State

Government for successful implementation
SDA – RajCOMP (RISL) • State designated nodal agency
Info Service Limited • Policy formulation and project monitoring
• Budgetary assistance on behalf of DoIT&C
District e-Governance • Setup in 2005 under the chairmanship of District Collectors
Societies (DeGS) • Overseeing activities of SCA and LSPs
• Monitoring e- governance project progress at district level

20
Departments/PSUs • Delivery of departmental services
The Common Service Centers - RAJASTHAN (2009)

Project Common Service Center (Rajasthan State).

Administrative Department Department of Information Technology &

Communication.
Implementing Agency RajComp Info Services Ltd. (RISL)

Target 6626 Kiosks

Project Start Date 20.05.2009

Selected Private Entity-Name M/s CMS Computers Ltd

(Divisions: Ajmer, Jaipur, Kota, Udaipur) – 19 Districts
(SCA)
M/s Vakrangee Ltd
(Divisions – Bharatpur, Bikaner, Jodhpur) – 14 Districts

Project Duration Up to March 2017 (2009 – 2017)

21
SCA Selection

 The revised RFP was floated in Apr 2008. M/s CMS Computers Ltd was selected as the SCA for four divisions of
Ajmer, Jaipur, Kota, Udaipur.
 Another RFP was floated in May 2008, where M/s Zoom Developers was selected as SCA for remaining three
divisions of Bikaner, Bharatpur and Jodhpur
 Contract with M/s Zoom Developers was terminated on 29.06.2011 on account of non-deposition of
government money and other financial irregularities.
 M/s Vakrangee was selected as the new SCA in 2012 for Bikaner, Bharatpur and Jodhpur divisions through open
tender.

Current status of MSA with SCA for roll out of CSCs

Name of SCA Extension granted Upto (by PC-IV on 09.12.2013)
M/s CMS Computers Ltd 28th Feb 2014

M/s Vakrangee Software Ltd 28th Feb 2014

22
Financial Details
Revenue Support
Per CSC per month
SCA Division District Revenue support
(In Rs)
Common Services Jaipur 200
Project Name Alwar 200
Centre (CSC) Jaipur Dausa 200
Jhunjhunu 200
Sikar 200
Kota 840
Project Approval Date 17.02.2006 Kota
Bundi 840
Jhalawar 840
M/s CMS Baran 840
Total approved Project Cost Computer Ajmer 940
5401 lakhs limited
Ajmer
Bhilwara 940
(50% GIA, 50% state share) Nagaur
Tonk
940
940
Udaipur 640
Chittaurgarh 640
Dungarpur 640
Funds received 2925.91 lakhs Udaipur
Rajsamand 640
Banswara 640
Pratapgarh 640
Bharatpur 3300
Expenditure- Admin/ Dholpur 3300
Bharatpur Karauli 3300
Revenue Support (till 595.00 lakhs Sawai Madhopur 3300
Mar'13) Bikaner 3000
M/s Churu 3200
Bikaner
Vakrangee Ganganagar 3300
Software Ltd Hanumangarh 3300
Jodhpur 3300
Barmer 3300
Jaisalmer 3100
Jodhpur
Jalore 3100
Pali 3100
Sirohi 3100
Roll-out (Division Wise)

SCA Division Target Operational for B2C Ready For G2C

No. % No. %
Ajmer 878 947 107 863 98
Jaipur 1157 1353 116 1256 108
CMS
Kota 706 681 96 548 77
Udaipur 1314 1245 94 1072 81
CMS Total 4055 4226 104 3739 92
Bharatpur 606 573 94 568 93
Vakrangee Bikaner 1014 913 90 895 88
Jodhpur 951 893 93 851 89
Vakrangee Total 2571 2379 92 2314 90
Total 6626 6605 99.7 6053 91.4

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eMitra: the ongoing revolution

25
In 2010…
More kiosks…
More Services…
More Transactions…
Better Service delivery mechanism…
Assured sustainability of Village level Entrepreneurs...

• From Client server based application – to- Web based ONLINE Application across all 33
districts (www.emitra.gov.in).

• Hosted at State Data Centre with three tier architecture, Oracle 11g, J2EE Framework

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e-Mitra Application

eMitra DB Server Asset Details eMitra Web Server Asset

Details
Server Name Emitra - Oracle RAC1 Emitra - Oracle RAC2 Server Name eMitra
IP Address 10.68.6.19 10.68.6.21 IP Address 10.68.7.17
Cluster IP (If any) 10.68.6.25 10.68.6.25 10.68.7.28 &
Cluster IP (If any) 10.68.7.128
FMS RSDC RSDC
FMS RSDC
Manufacturer DELL DELL
Manufacturer HP
Model No. PowerEdge R910 PowerEdge R910
CPU Type Intel Xeon CPU 1.9GHz Intel Xeon CPU 1.9GHz Model No. Proliant DL 580 G7
No. Of CPUs 4 Quad core 4 Quad core Intel Xeon E7-4807
HDD 300*4 300*4 CPU Type 1.86Ghz
RAM 32 GB 32 GB No. Of CPUs 4*hexacore
OS RHEL 5.5 RHEL 5.5 HDD 200*4
Application Installed Oracle RAC & Oracle 11g Oracle RAC & Oracle 11g RAM 128 GB
Suppliar Trimax Trimax OS RHEL 6.1
Project RSDC RSDC Application Installed Jboss 5.1
Shared Shared Shared Supplier Vayamtech
Website/Application Project RSDC
Java,J2EE(Struts1.3, Java,J2EE(Struts1.3, Shared Dedicated
Application Framework Hibernate, Servlets, JSP) Hibernate, Servlets, JSP)
Website/Application Emitra Application

27
eMitra Application: continuous enhancements…..

Key Features
Application
• Prepaid mechanism
• Dynamic/ on-the-fly Service Creation
• Dynamic application generating real time content
• The application and servers are robust and support high degree of concurrency
• Complete digitized workflow for the delivery of Digitally signed certificates
Integration
• SMS Integration mechanism
• Payment Gateway integration (ICICI, Axis Bank, Bill Desk)
• Third-party Application Integration ( ICICI Prudential, DISH TV, LSP/ SCA portal, Telecom
service providers, etc)
User Management
• User Management of all Stakeholders
• Maintaining credit limit of kiosk owners and LSPs/ SCAs.
Helpdesk
• 24X7 helpdesk available, support on email
• Operational Manual available online (in Hindi)

28
Types of Services

• Submission of Online Application Form

• recruitment for various Government departments
• admissions to various academic courses
• others

• Submission of Grievances/Information Retrieval

• Digitally Signed Copy of Land Records
• Digitally Signed Certificates
• Utility Bill Payment- Postpaid
• Pre-paid services (All major telecom TV recharge service providers,
CSC SPV, etc.)

29
Special Mention (Digitally Signed Certificate Service)
Service for providing Digitally Signed Certificates on an end to end digitized basis
through online e-Mitra portal was inaugurated by Honorable Chief Minister on May
12, 2011. Following certificates are being issued:
• Caste Certificate
• Bonafide Certificate
• Minority Certificate
• Solvency Certificate
• Character Certificate
Key Features:
• Complete end-to-end digitized workflow
• Pre-printed stationary with security features like Hologram,
Photograph, Watermark, Barcode, Digital signature, etc. is used.
• Covered under RGDPS for Time bound Delivery of Certificates
• FIFO based implementation
• Online Verification
• Real-time MIS reports for applications
• SMS alerts
• Easy and economical reprint of certificates
• All 247 Tehsils across the state are issuing these certificates
• Notification providing recognition to Digitally Signed Certificates has been issued by Home
Department and Social Justice and Empowerment Department. Various Circulars have also been
issued in order disseminate information to all the concerned authorities and sensitize field level officers
to give recognition to these certificates.
30 • More than 40 lakh Certificates have been issued till date.
State Initiatives

The State Government has taken various initiatives with an intention to utilize e-Governance as a tool for
bringing greater transparency, responsiveness and accountability in Governance.

• All government departments to identify and roll-out e-service delivery of minimum two G2C services.
• Rajasthan Guaranteed Delivery of Public Services Act, 2011, (to ensure time bound delivery of G2C
services)
• Movement of CSCs in BNSKs (IT Hub with Solar Power backup), which also helps in getting additional
services like MGNREGA, mini bank, post office, RKCL training centres, etc.
• Directions of Chief Secretary, GoR mandating fee deposition for all govt. and PSU recruitments and
admission to govt. institutions through CSC/e-Mitra Network only (2012)

• Appointing Women as Village Level Entrepreneurs (VLEs) to work as kiosk owners.

• Rajasthan Sampark IT Kendras

31
Scope for improvement

 Delayed transfer of funds to Line Departments

 Delayed payment of commission charges to concerned
stakeholders
 Discrete service delivery mechanism at district level
 Problems in timely release of credit limit
 Huge pendency in reconciliation of accounts

32
Introduction of RajOnline (2013-14)
A separate profit centre within RISL - to automate and streamline the fund transfer
mechanism amongst various stakeholders under eMitra project & achieve operational efficiency
and improved financial control by:
• Complete Online Fund Transfer
• Centralized IT enabled kiosk setup
• Centralized Service Delivery Mechanism
• Online Fund Transfer between Stakeholders with integration of various payment gateways (SBI Group,
BillDesk, ICICI)
• Automated Real-time release of Credit Limit
• Automated Real-time release of Commission Charges for pre-paid services.
• Separate credit limit maintenance for Prepaid/ Postpaid business
• Complete reconciliation of Accounts

RajOnline income for FY 2013-14 is approx. Rs 1.80 Crs., which signifies that the
system is viable & Self-sustainable (no financial support required from DoITC/
RISL for day-to-day operations).
33
New features
• Introduction of Online Fund Transfer
• Easy, quick & transparent fund flow between stakeholders

• Real time release of credit limit to kiosk holders/ LSP/ SCAs

• SBBJ Payment Gateway integration

 eMitra - as a common payment gateway for any department, eg: Forest Dept)

 Increased focus on complete reconciliation of accounts

 Continuous increase in number of services being delivered, SSDG/ RTI/ Third-party

application integration with eMitra for developing a common platform for e-Delivery.

 OMT (Online Monitoring Tool) registration made mandatory for the kiosks - to monitor their
service delivery duration. OMT is a tool to measure performance of the kiosks (state wise) all
across the country.
eMitra recorded Highest uptime on OMT, & highest transactions on eTaal!!

34
Service Basket
G2C Services : More than 35 services for 24 Line Departments
 Payment of Utility Bills (DISCOM/PHED)
 Digitally Signed Certificates (Caste / Bonafide / Solvency)
 Digitally Signed Copies of Land Records
 Fee collection for all government and PSU recruitments
 Admission to course technical courses of all government
institutions
 Online applications and payments for various recruitment exams
of RPSC, Rajasthan Police Service, Panchayati Raj, Public Works
Department, Forest Department, Jail Department, Rajasthan
Medical Health Department, RPET, RMCAAT, Board of Revenue
(Patwari) etc;
 Election Department: Application for
addition/modification/transposition of name in the electoral role.
Registration of complaint, search services and printing of electoral
role.
 Submission of online application for various department under
RGDPS
 Deposition of application fees for RTI Act 2005.
 Updation, correction, status request of Aadhaar Card Application
35
• Collection of Dues and monthly installment of
Rajasthan Housing Board
• Online filling of application and fee for answer copies
to be shown to candidates (BSER)
• Payment of various dues/fee of Municipal
corporation
• Application for revaluation of marks for Board of
Secondary Education
• Application for Ration Card,
• Access to Land & Revenue Records (ROR)
• Sale of Stamp Paper, revenue ticket, deed writing
• Online booking of tourist places for Rajasthan Forest
Department.
• Submission of Online Application for several services
of Police Dept. – Tenant/ Servant/ Character
Certificate Verification (CCV)
• Death & Birth Certificate
More Services..

B2C Services: more than 15 Services other than

Service Providers eMitra portal
• Payment of Land Line & Cell One bills  NREGA Data entry
(BSNL)  Challan entry
• Bill collection of Airtel, Reliance, Tata  Election Voter Card services (edit, update)
Teleservices, Idea, Aircel, MTS  Digitization of Old Records
• Financial & insurance services of ICICI Bank  Online registration on Pehchan by NIC
• LIC Premium payment Services in Pipeline
• Online PAN Card Applications  RSRTC e-Ticketing
• Online L.P.G.-Gas Booking  SMS Hospital-OPD Registration
• Prepaid Mobile Recharges (BSNL, Vodafone,  Pollution control- Industrialist Registration,
Airtel, Idea, Reliance, TATA etc.) e-Form filling , fee deposition
• DTH Recharges (TATA Sky, Big TV, Dish TV  Zoo Ticket booking
etc.)  IRCTC Booking
• CSC-SPV B2C Portal  UPSC – Exam Payment
 Banks- Exam Payment
36
Recently added services
State Service Delivery Gateway (SSDG) Services:
eMitra integration with State Portal and State Service Delivery Gateway:
• Single Sign-on facility
• Online delivery of Agriculture, Social Justice, Horticulture & Employment dept services.

No of Transactions Feb’14 Mar’14

Agriculture 456 1348
Employment 17681 12200
Horticulture 2186 3471
Social Justice 491 778
Police Department Services
No of Transactions Feb’14 Mar’14
Character Certificate 160 1135
Servant Verification 5 4
Tenant Verification 6 111

37
Geographical Coverage- No of Kiosks

8000

7000
7221

6000
5636
5000
5218
4518
4000
4218 Total Kiosks (in Nos.)
3626 Rural
3000 3000
Urban
2326
2000
1585
1000 892 1000
800 674
500
358 511
142 289
0 40
30
10

Additionally, citizens can also avail services online from their home through internet

38
Statistics- Transactions/ Revenue

In 2013,
• Highest transactions recorded in a day: 2.10 lakhs &
• 4600 concurrent kiosks working on eMitra !!

Total number of G2C

Total Revenue (in Crs.)
transactions 2500
(in lacs) 2272
2000 2114
350 1940
300 318 1740
250 1500
224 240
200
150 170 1000
100 120
50 500
0
2009-2010 2010-11 2011-12 2012-13 2013-14 0 28
2009-2010 2010-11 2011-12 2012-13 2013-14
Kiosk Sustainability & Viability is the key !!
Self-Sustained model with minimum revenue assistance to kiosk owners, LSPs/SCAs,
DeGS & RISL on per transaction basis service charges to ascertain a minimum income level.
These charges are fixed by State Level Steering Committee formed under the chirmanship
of Secretary, IT&C by Administrative Reforms Dept. with members as mentioned below:
• Representative from FD (not below the rank of Deputy Secretary)
• Representative of concerned Department
• Representative of DeGS, Jaipur (not below the rank of ADM)
• OIC, eMitra, DoIT&C

Following are the approximate per transaction charges that a kiosk owners earns for service
delivery through eMitra:
1. Utility Bill payment: Rs 4
2. Digitally Signed Certificates: Rs 30
3. Online Form Submission: Rs 25-30
4. Fee Deposition: Rs 10
5. Other B2C services : Ranging Rs 5- Rs 30

Average monthly income of a kiosk in urban areas is approx Rs 15,000- Rs 20,000 & in
rural areas is Rs 5000- Rs 7000.

40
Service charges

S.
Circular Type of Service Rate (Rs.) To be charged from
No

9.00/-
1 Circular 8 Application Services To be charged from Citizen
(Inclusive of Service Tax)

Public Information 5.00/-

2 Circular 8 To be charged from Citizen
Services (Inclusive of Service Tax)

Collection of utility bills/ 3.70/- to 4.50/- Department/ Organisation

3 Circular 8
Government dues(levies) (Exclusive of Service Tax) Concerned

41
Service charges (other services)..
S.No eMitra Circular Services
1 Circular 9 Digitally Signed Certificate Services
2 Circular 10 • RPSC
• Election Dept
• MLV Govt Textile & Engg College, Bhilwara (CMAT 2013)
• The College Education Dept, Raj.
• Aadhaar Card service
• DISCOM Trickle feeding of cheques
3 Circular 11 • RGDPS
• RTI
• Government Polytechnic College, Jodhpur, Technical Education Department , Rajasthan
(For admission to Diploma Engineering Courses of various polytechnic colleges)
• Rajasthan Madarsa Board ( Post of Urdu Parateacher & Computer Parateacher)
• Rajasthan Knowledge Corporation Limited (RKCL)
• Technical Education Department , Rajasthan ( RPET-2013)
• Directorate of Economics & Statistics , Rajasthan ( For the post of Computor)
• Police Department , Rajasthan ( For Constable Recruitment 2013)
• Other general services
4 Circular 12 UID / EID Service
5 Circular 13 SSDG Services

42
Various tools to monitor /review the project and performance
S.No Website
1 www.emitra.gov.in
2 www.mis.emitra.gov.in
3 www.cscmis.emitra.gov.in
4 www.csclive.in
5 www.rajonline.rajasthan.gov.in
43
Purpose Key features
Transaction portal • Service delivery
• Kiosk creation, active/ de-active,
• Stakeholder login & mgmt
• Information about eMitra/ stakeholders/ services
• Guidelines
• Forms
MIS portal • District/ service/ LSP/ kiosk/ other MIS
• Fund transfer reports
• Reconciliation reports
• Credit limit report
• e-Wallet maintenance
Portal for Kiosk • Kiosk creation workflow- inspection/verification/ certification
workflow • Kiosk information/ agreement
• Document repository
• Location mapping
• Connectivity status
• Nodal officer information
• Kiosks related reports
OMT status/ • OMT registration
uptime details • Monitoring of Uptime
RajOnline MIS • RajOnline MIS
portal
Project Review parameters

 Number of services being delivered

 Number of transactions
 OMT registration & uptime
 Pending for verification/ certification
 Kiosk set up as per guidelines (Minimum Infrastructure, citizen charter, rate list,
etc.)
 Connectivity status
 Timely Accounts Reconciliation
 Timely transfer of funds to Line Departments and payment of commission charges to
stakeholders
 Knowledge about various services being delivered
 Knowledge about various functionalities on eMitra portal
 Other services/ business carried out eMitra centre

44
Way Forward..

Components to be added:
• Dynamic e-form
• Dynamic connectors
• Mobile platform
• Enhanced kiosk management
• Grievance Handling
• SSDG Integration
• Disaster Recovery planning/ Back-up policy
• Archive/ Retrieval policy
• Separate components for Thin & complete work flow application (eg: ATM & Banks)
• Performance enhancement
• Three tier Architecture
• Accounting: Ledger, Interest / LD/ Penalty , etc. calculation
• In-built SLA

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Public-Private partnerships…

Various private service providers have a significant role in service delivery through
eMitra:
SilverTouch MindTree Ltd
VSTL Application Development
UTIITSL
LSP Partner FMS partner & Maintenance of
LSP
eMitra

Aksh Optifibre
IndiaIdeas.Com (Billdesk)
LSP Payment gateway Aggregator

Vakrangee Softwares
Ltd eMitra Wipro Ltd
Third-party Application
SCA & LSP Integration

CMS Computers Ltd

SCA & LSP SBBJ/ ICICI/ Axis Banks
Payment Gateway
nCode Solutions
Pvt Ltd Atlanta Solutions Pvt Ltd
eToken with Digital S Singhal & Co computer stationary for
Signature CA services DSCs

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eMitra Budget

Total approved Project Cost (till 2015-16) 5343.61 lakhs

Year Funds received (in lacs) Expenditure till Mar 2014 (in lacs)
2004-05 877.51 877.51
2005-06 58.39 58.39
2006-07 459.62 459.62
2007-08 189.10 189.10
2008-09 170.19 170.19
2009-10 115.87 115.87
2010-11 224.16 224.16
2011-12 248.77 248.77
2012-13 750.00 736.03
2013-14 750.00 747.91
Total 3843.61 3827.55

Proposed Budget Estimate 2014-15 757 lakhs

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Awards & Accolades

• CSI - Nihilent eGovernance Award- 2012-13, Award of Excellence: eMitra,

Rajasthan
• eIndia 2013 (G2C Category) “eMitra: Effective Governance, Better Citizen Services”
• eIndia 2012: Public choice award for Digitally signed certificate services.
• Skoch Digital Inclusion award – Top 100 ICT projects – 2012 for Digitally
Signed Certificate Service
• GoI Web Directory awarded e-Mitra portal as the “Website of the week” for second
week of May, 2011.
• National Award for e-Governance for “Outstanding performance in Citizen-
Centric Service Delivery” by Deptt of Administrative Reforms & PG and DoIT,
10th National Conference on e-Governance, February 2007, Bhopal

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 Client Satisfaction is
our biggest
REWARD !!

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Call Centre/ Help-desk
S.No Subject Helpline No eMail Contact person

1 For E-Mitra Technical 9571999942, emitra.support@gmail.com

9571999943
2 OMT Tool 011-32316989,
011-32315746,
011-32315660
3 SSDG Application 0141-6450126, 6 ssdg.helpdesk1@wipro.com, Swapan Gupta- 9784795994
0141-450109 ssdg.helpdesk2@wipro.com, Munish Kumar Matolia-
ssdg.risl@rajasthan.gov.in 8426991706

4 Digital Certificatified 9829205599 Rajesh Verma

Jamabandhi 09829313344 Pooran mal gupta
5 Digital certificate 9460811665 09829313344 Laxman Solanki Pooran mal
gupta
6 Online Transaction 9610404800 C.P.Yadav

7 Kiosk Active/Deactive 8824837701 Sanjeev Chandel

related issue
8 n(Code) Digital Signatures 1800-233-1010 (Toll Free),
079 - 4000 7562/ 564 / 404 /
408

Citizen Contact Centre Number (Toll Free) 1800 180 6127 (8:00 AM To 8:00 PM)
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Expectations

 Mouth-to-mouth publicity: to make citizens aware of eMitra

service basket
 eMitra as Generic Payment Gateway: Advise all departments
to explore the possibility of using eMitra as a payment gateway
for availing their services.
 Citizen Centric services: to ensure G2C services of all
departments to go through eMitra channel.
 Reality check for CSC/eMitra kiosks: visit these kiosks as
citizens to provide true feedback on ground realties.

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 Your feedback/suggestions
are valuable to us !!

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 Thank you

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