eSeva

J Satyanarayana

Chief Executive Officer

National Institute for Smart Government
Hyderabad, India

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

Customer-Centric
Approach

Transformation

Customer

Customer
Intermediaries

Enhanced value

Intermediaries

Fragmented value

Department 1

Department 2

Department 3

Department 4

Department 5

Departmental Support

Dept 5

Dept 1

eSeva Interface
Dept 2

Dept 4
Dept 3

Service Providers

The Evolution of eSeva

Rajiv
2006

eSeva AP

6000 Kiosks
? Services
?????? tpm

Oct 2004

eSeva
Oct 2004

eSeva
Aug 2001

TWINS
Dec 1999
1 Service Centre
6 Services
1000 tpm

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

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

No.of Trans.
(in Millions)
0.3
4.5
10.5
29.5
41.8

Total

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

Tier 1
Dept N

Dept 1

( Govt.. Depart. )

Leased Line
ISDN

C
e
n
t
r
a
l

Firewall

Router Pool

ISDN
LAN-1

LAN 3
S
i
t
e

INTERNET

Leased Line

Tier 2

LAN 2

Web Apln
Servers

NMS

Web
Server

Leased Line

DOT Exchange

DB
Servers

Leased Line

Tier 3

( ICSC Locations )
Service Centre 1
Router

ISDN

ISDN

Service Centre 48

Card printer

Router

.
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