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A Project Report on eSeva-urban !

A Project Report on eSeva-urban !

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E seva urban- project report E seva urban- project report Document Transcript

  • EGPX 2010-11 E-SEVA URBAN - STUDY TOUR PROJECT REPORT 28TH APRIL, 2011 GROUP 1 – PARTICIPANTSMR PRAVEER KUMAR (EGP1014) DR KESHAR SINGH (EGP1008)DR MADAN LAL DEGRA (EGP1009) MR ASOK BABU S (EGP1001)DR SUMER SINGH RAWAT (EGP1018) MS DEEPA SRINIVASAN (EGP1003)© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 1 of 23
  • ACKNOLWEDGEMENTSWe wish to express our sincere gratitude to T A Pai Management Institute, Manipal, EGPX Facultyboard for providing us an opportunity to do our study tour project work on “eSeva Urban : A fieldAnalysis” in Hyderabad, Andhra Pradesh.This project bears the imprint of many dedicated people. We tender our sincere thanks to ‘NationalInstitute of Smart Governance (NISG)’ for guidance, encouragement and facilitation in carrying outthis project work. We also wish to express our gratitude to the officials’ Mr Veerraju Naidu, NISG andMr Yedukundalu, Deputy Director, eSeva Urban and other eSeva staff members who rendered theirhelp during the period of our project work.Place: ManipalDate: 28th April, 2011© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 2 of 23
  • EXECUTIVE SUMMARYThe concept of shared serviced was initiated in 1998 when the Andhra Pradesh (AP) Governmentzeroed in on Mr J Satyanarayana, then APs commissioner, Commercial Tax Department tospearhead the effort of creating a single window for citizens jobs. Here people can access differentgovernment services provided by independent departments. Mr Satyanarayana assembled a team toput the framework in place.The aim was to identify a model that provides large volumes of routine services to people, identifydepartments that provided services to citizens and bring them together. The team studied everydepartment since electricity, water, property tax, transport, telephone and land registration hadunique billing process. They did brainstorming sessions for six months and then narrowed in on aframework. It allowed for multiple interfaces across the counters that offer large volumes of routineservices to citizens.An on-ground study was conducted by Group-1 EGPX 2010-11 during study tour to assess thecurrent status of service delivery through eSeva. During the study, the ‘study group’ conducted aseries of interviews with citizens, operators of eSeva, Deputy Director eSeva-urban and the CentreManagers of Miyapur and Chandha Nagar eSeva Centres. The study found that almost all thecitizens are happy with the utility bill payment services provided by eSeva but are not satisfied withthe municipal services, passport services and EPIC card services. The study aims to analyse thecompetition and future business prospects of eSeva and suggest recommendations to improve theservice delivery. The scope of study is only limited to eSeva- urban and specially the interviews areconducted in thee centres namely Khairatabad, Miyapur and Chandha Nagar centres of Hyderabad.© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 3 of 23
  • TABLE OF CONTENTSINTRODUCTION ....................................................................................................................................... 5OBJECTIVES OF THE PROJECT - e-SEVA ................................................................................................... 5 OBJECTIVES OF THE STUDY ................................................................................................................. 6SCOPE OF THE STUDY.............................................................................................................................. 6METHODOLOGY ...................................................................................................................................... 7 FIELD OBSERVATIONS ......................................................................................................................... 8 FINDINGS ............................................................................................................................................. 9ANALYSIS ............................................................................................................................................... 10 WORKFLOW OF e-SEVA..................................................................................................................... 10 TECHNOLOGY .................................................................................................................................... 11 STATISTICS......................................................................................................................................... 12 GROWTH OF e-Seva ...................................................................................................................... 17 EXPANSION PROBLEM AND ISSUES .............................................................................................. 17 ENHANCING REACH ...................................................................................................................... 18 GRIEVANCE REDRESSAL MECHANISM .......................................................................................... 18 CRITICAL SUCCESS FACTORS ............................................................................................................. 19 SWOT ANALYSIS ................................................................................................................................ 19 POSSIBLE IMPROVEMENTS ............................................................................................................... 20 KEY RECOMMENDATIONS................................................................................................................. 21LIMITATIONS OF THE STUDY ................................................................................................................. 22CONCLUSION ......................................................................................................................................... 22REFERENCES .......................................................................................................................................... 23© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 4 of 23
  • INTRODUCTIONThe project eSeva was started as a pilot in the twin cities of Hyderabad and Secunderabad, and wasthus called TWINS (Twin Cities Integrated Network Systems). It was started at a cost of Rs 10 million,fully funded by the Government of Andhra Pradesh. The project provides services such asregistration of birth and death certificates, registration of vehicles and learners’ driving licenses.After a successful pilot, 10 centres were started on 25 August 2001 and then the project wasrenamed as e-Seva (Electronic Service in Hindi). On 10 October 2001, a portal -http://www.esevaonline.com - was launched. The Project is a tool to bridge the digital divide and has used Information and CommunicationsTechnology (ICT) for providing access to various government services. The Project uses the opportunitiesthat the ICT offers in empowering the citizens. It offers a wide range of services from the issuance ofvarious certificates to getting information about various programmes and also networking citizens andallowing them the flexibility and convenience of mutually beneficial transactions. It also allows access tohitherto marginalised communities and helps in bridging the existing information gaps. It is, therefore, astep towards digital unite. It provides the citizens with a clean, transparent, efficient, effective andhassle-free administrative system through state-of-art electronic technology. It is a one-stop-shop for arange of citizen-friendly systems. e-Seva is probably one of the best examples of e-Government project in India. The eSeva center is aone-stop-shop for more than 150* Government-to-Citizens (G2C) and Business-to-Citizen (B2C) servicesincluding payment of utility bills; getting birth and death certificates, vehicle permits, driving licenses;transport department services etc. Before the launch of the eSeva project, these services were availableat separate offices and were normally time-consuming for citizens. Citizens had to approach each andevery department and processing was slow. The project breaks down obsolete structures and the "silo" thinking that has long characterized theway government operates (departments working independently to meet their own goals instead oftogether to co-ordinate customer interfaces and services). e-Seva is an integrated approach to deliverG2C and Business-to-Citizens through the use of ICT .The watchwords of this e-Governance project areefficiency, reliability, transparency and scalability which are possible through GPR and changemanagement. The uniqueness of eSeva has also been acknowledged by the World Bank and has citedeSeva as one of the best eGovernance practices in the “Government World”.*SOURCE: e-Seva Material from Mr.Yedukundalu, Deputy Director – e-Seva UrbanOBJECTIVES OF THE PROJECT - e-SEVAThe following are the objectives of eSeva as originally defined and as they continue to be. • Providing one-stop services to the citizens through a chain of Integrated Citizen Service Centres.© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 5 of 23
  • • All the counters in all the service centres should provide all the services offered by eSeva. The citizen can walk into any service center and experience the same quality of service. • Citizens should not be required to travel more than a kilometre to reach the eSeva center nearest their home. • The architecture adopted should be scalable and secure. • The service time should be below 3 minutes per transaction and the total time spent by a citizen including the time spent on waiting for one’s turn should be less than 10 minutes. • All the services should be available at the centres for 12 hours a day and selected services, 24 hours over the Internet. • Citizens should not stand in queues. • The services that do not involve an inspection or attestation should be offered over the Internet also, so that citizens can avail them from home or office. • The cost of transacting with government should be reduced. • The business model should be such that the operations are sustainable over long period. • The need for the citizens to go to government offices should be minimized over a period of time. OBJECTIVES OF THE STUDY • To analyze the AS-IS system of eSeva • To identify the Critical Success Factors • To identify the Manpower Issues • To suggest improvements in the Quality of Service Delivery • To perform SWOT analysis of eSeva • To explore the future Business Prospects SCOPE OF THE STUDY I. ANALYSIS To study the growth of e-Seva from its inception in 2001 in urban and semi-urban areas till 2011 which can be observed from the following • Number of Transactions • Number of Service Centers • Number of Services and • Number of Participating DepartmentsII. SUCCESS FACTORS To determine the major factors of success of e-SevaIII. MANPOWER ISSUES To study the challenges for the retention of employees in the e-Seva centers © Group # 1 eGPX 2010-2011. All Rights Reserved. Page 6 of 23
  • IV. ECONOMICAL ASPECTS To study the expansion problems and issues To study the financial viable model of operations and maintenanceV. SERVICE DELIVERY To determine the quality of Service provided to the citizens using • Citizen Satisfaction • Employee/Staff behaviour • Ambience • Basic amenities and facilities • Service delivery time • Grievance RedressalVI. BUSINESS PROSPECTS To explore the new opportunities for enhancing reach of e-Seva METHODOLOGY The proposed study is to ascertain the extent to which the intended outcomes of the project e-Seva have been achieved that includes the qualitative, quantitative and factual analysis. Qualitative Analysis I. In-depth interviews with the following stakeholders a. Citizens b. Employees of SPANCO (private partner)II. Detailed interaction with the government official – Deputy Director of e-Seva Urban – Mr.YedukundaluIII. Detailed Interaction with the Centre Managers of e-Seva Centres at Chandha Nagar and Miyapur Quantitative and Factual Analysis Primary Data 1) Department Wise Transaction Summary Report for the month of March 2011 of all e-Seva Centres (Courtesy: Mr.Yedukundalu) 2) Pay mode wise Transaction Summary Report for all the e-Seva centres for the years 2007-2011 (up to April 18th, 2011) Secondary Data 3) e-Seva Website 4) e-Seva brochure and Material 5) Case study 6) Reference Articles 7) AP Online © Group # 1 eGPX 2010-2011. All Rights Reserved. Page 7 of 23
  • CASE STUDY – CENTRE IKHAIRATABAD eSEVA CENTER"I came here for passport renewal and Im waiting since half-an-hour as the counter operator is notavailable on his seat." – Mr N.S.Rao"I frequently visit this center to submit by bills. Today I came here to submit my vehicle tax. Im verymuch satisfied with the service delivery and Ive never faced any problem." – Mr Noor Mohamed"I regularly visit this center to pay my electricity bills. In the beginning of the month, there is rush tosubmit the bills and I need to wait for minimum half-an-hour." – Mrs RajithaCASE STUDY – CENTRE IICHANDHA NAGAR eSEVA CENTER"Im visiting the eSeva Center for the first time to deposit learning license registration fee, 10minutes have already elapsed and it will take more than 30 minutes for the disbursal of the service"–Mr Mukesh"I had applied for a gas connection before a month. I was told that a letter would be delivered at myplace. But Ive made several visits & Im yet to receive the same." - Mrs Kalavathi Bai, Social Worker"Manual tokens are issued for Municipal Services, Passport & Voter Card Services. Server slow downissues happens 2-3 times in a month. The aged people miss their turns when the token number andcounter are displayed on the digital display. There is shortage of manpower." - Staff MemberCASE STUDY – CENTRE IIIMIYAPUR eSEVA CENTER"I had applied for voter ID but I am yet to get it even after two months. I was told that myapplication is lost, so apply again." – Mr P Balakrishnan"I am waiting since last 30 minutes and I was informed that the Birth certificate will be deliveredwithin 15 days." - Mr Jagdish"I came to deposit driving license fee, I appreciate the eSeva for the comfort, single window system,good behaviour of counter operators. There are no middlemen and no bribe needs to be given.However, there is poor sanitation, missing of turns due to failure of digital display andannouncement system." - Mr Durgashiva Prasad, a Customer Support Manager of private sector.FIELD OBSERVATIONSThe observations that the team made while doing the study are:FAVORABLE • Single window system© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 8 of 23
  • • Adequate seating arrangement • Good ambience • Women manned counters • Citizen satisfied with utility payment services • Easy access to e-Seva Centers (radius of 5-6 kms) • Citizen-friendly behavior of staff • Smooth disbursement of servicesUNFAVORABLE • Issues of infrastructure maintenance (Digital display, generator sets, PC problems) • Minimal maintenance engineers (only 1 or 2 available across the city) • Bleak response/backup from the Head Office • Long waiting time for Passport, Voter Card and Municipal services • Frequent visits regarding the status of certificates • Less operational counters • No announcement system for tokens (Missing of turns) • Difficulty in filling up forms • No drinking water facilities • No provision for security • No public convenienceFINDINGS 1) Customers are satisfied with utility bill payment services. 2) Proximity of eSeva Centers for Citizens is an added advantage 3) There is longer waiting period for new services (Passport, EPIC Card) added. 4) Citizens have Grievance for Municipal Services, gas connection because the departments do not cooperate. 5) Complete Insurance coverage is available for the cash handled in the e-Seva Centre 6) There is lack of internal coordination within the levels of private partner and hence there is no proper response from the Head Office when there are maintenance complaints. 7) Grievance Redressal Mechanism is available for the citizens and the channels are a. Citizen can file the complaint Online b. Citizen can drop the complaint in the Complaints Box at the e-Seva Centre c. Citizen can call Parishkaram (Toll Free Number – 1100)© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 9 of 23
  • ANALYSISWORKFLOW OF e-SEVASERVICE DELIVERY PROCESS AT SERVICE COUNTERS *** • Citizen comes to eSeva Centre and approaches Token Counter • Electronic Queue Management System (EQMS) integrated time stamp: i. when customer arrives at the Token Counter and obtains Token ii. when customer token is called iii. on completion of service delivery • Counter operator enters customer details to display details • Acceptance of payment in form of Cash/Cheque/Demand/Credit Card • Issue of Receipt and completion of delivery of service • Transmission/Communication of transaction details to eSeva Data centre and department server • Cancelling the receipt and reversing the transaction done due to mistakes and treating this transaction as a new transaction with a unique transaction code© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 10 of 23
  • • Storing the cancelled transaction details and transaction code in the database at the ESEVA data center along with a text explanation for cancellation • In case of Cheque Bounce, provision for reverse entry in Data base of eSeva and department server. Provision to prepare refund claim statement for claiming refund from department. Locking Customer account for payment through cheque till account is unlocked under orders of EDS. Warning display to counter operator of such accounts whenever such customer visits eSeva, to help recovery of amount.*** - e-Seva RFP Volume 1 dated June 23, 2007 from InternetTECHNOLOGYe-Seva is developed on a 3-tier architecture with • Clients at first-tier • Central server at second-tier • Departmental server at third-tierAdvanced Technologies in application design and development (Web based applications).Connectivity among all participants of the system (e-Seva Data Center, Line Departments and e-Seva© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 11 of 23
  • Centres) is chosen in tune with the Line Departmental compatibility and latest technologies availablein the market. Quickly adopting to emerging technologies and modifying the existing applications intune with the departmental and service requirements is being done regularly.e-Seva Data Center works a HUB where in participating departments and all e-Seva Centres areconnected facilitating any centre, any counter any service approach with 64 kbps Leased lines ofTele-operator BSNL. It is upgraded to the size based on the volume of transactions and % ofutilization. Connectivity is now at the size of 256 kbps. As the service requires high availability andquick restoration from connectivity break down. It is further upgraded to 256 kbps MLLNconnectivity.STATISTICS eSeva GOVERNMENT OF ANDHRA PRADESH Monthly Transactions Chart for the Year: 2011 for ALL CENTRES No Of Trans: 4864711 1434679 1451220 1261228 T R 717584 A N S JAN FEB MAR APR MONTHS
  • Monthly Transactions Chart for the Year: 2010 for ALL CENTRESNo Of Trans: 16277034 1483188 137286 1397005 1393881 1358385 1441178 91314125 1315789 1330588 1256888 1312126 1301012 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC MONTHS Monthly Transactions Chart for the Year: 2009 for ALL CENTRES No of Trans: 13587914 134469 130745 123779 123010 4 121263 123652 118411 115521 111709 4 106336 9 2 7 6 9 6 9 9 72613 77276 9 0 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC MONTHS
  • Monthly Transactions Chart for the Year: 2008 for ALL CENTRESNo of Trans: 13706756121415 121265 116729 118641 120407 5 114981 111288 9 109651 112919 8 112016 116155 4 5 2 3 6 5 3 9 95202 7 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC MONTHS Monthly Transactions Chart for the Year: 2007 for ALL CENTRES No Of Trans: 14012859 126599 124527117332 116266 117856 121506 5 112321 112668 0 115331 113257 113103 110515 1 5 5 6 4 1 4 8 6 4 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC MONTHS
  • Table showing transactions in last 5 years YEAR NO. OF TRANSACTIONS 2007 14012859 2008 13706756 2009 13587914 2010 16277034 2011 4864711**** The figures in 2011 only includes the transactions for the months of Jan, Feb, March and till 18thof April 2011 **The nos. for 2011 is till Transactions 18th April 2011 18000000 16000000 13706756 16277034 14012859 14000000 12000000 13587914 10000000 8000000 Transactions 6000000 4864711** 4000000 2000000 0 2007 2008 2009 2010 2011 ** Courtesy eSeva-urban Deputy Director, Mr YedukundaluThe graph above shows the trend of number of transactions over last five years. The important pointto be noticed is sharp increase in the number of transactions in the year 2010. This sharp increase isbecause of the Service additions** from last 20 months like • Issue of Electoral Photo Identity Card for EPIC approved Candidates. • To book new gas connection. • To issue Birth and Death Certificates in GHMC area from 3rd April, 2010.© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 15 of 23
  • • To book time slot for learner’s license and driving license and pay fee. • To issue fresh and renewal of trade license certificates of GHMC area. • To collect bills of private telephone operators such as TATA DOCOMO. • To collect licensing and renewal fee of Legal Metrology Department.**Source – e-Seva Material provided by Mr.Yedukundalu, Deputy Director - UrbanThe data of 2011 is till 18th April, hence inconclusive but it can be observed that it follows theprevious year (2010) trends.MAJOR TRANSACTIONS IN THE MONTH OF MARCH 2011S.No DEPARTMENT NO. OF TRANSACTIONS NET AMOUNT 1 BSNL 54263 42344849.00 2 HMWSS 120083 74144537.94 3 RTA 149179 1223487656.00 4 TRANSCO 887470 773026595.00AMOUNT COLLECTED FOR THE MONTH OF MARCH 2011 AMOUNT COLLECTED OTHERS 8% TRANSCO 31% POLICE 1% TTL 2% GHMC 3% BSNL 2% OTHERS HMWSS 3% ESEVA POLICE TTL GHMC BSNL HMWSS RTA TRANSCO RTA 50%© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 16 of 23
  • From the above Doughnut chart, it can be observed that the amount collected for RTA department followed by TRANSCO (Electricity Bill) is high. The quarterly payments of vehicle tax are paid in the months of March and April and the 50% contribution of the RTA department revenue is an indication of this fact. Though sound conclusions can’t be drawn with one month data, just an observation can be made. This fact has been confirmed by the Centre Manager of Chandha Nagar e-Seva Centre, Hyderabad. GROWTH OF e-Seva MEASUREMENT VALUE Number of Transactions 50 per day to 1,40,000 per day Number of Service Centers 2 centers to 265 centers across the state (65 in Twin Cities and Ranga Reddy District) Number of Services 3 services to 150 + services Number of participating Departments 3 departments to 30 departments SOURCE – e-Seva Material provided by Mr.Yedukundalu The growth is due to several factors like the following: • Increasing awareness among the citizens of the convenience of using eSeva services. • Increase in the number of services offered. • Increase in the number of centers. • Shutting down of manual centers by the participating departments as the coverage of eSeva increased. • Effective management of eSeva leading to a very high level of customer satisfaction. EXPANSION PROBLEM AND ISSUES I. There is a need to create required monitoring base. There is need to establish more centres in TWIN cities and districts. Presently services reach only 20% of the population looking for convenient service. Expansion demands investment in infrastructure such as Land, Buildings and Technical Infrastructure at centres such as Computer systems and associated equipment, Man power for operations and maintenance and monitoring force. There are currently 265 e-Seva Centres in the state. The plan is to set up more number of centres (311 e-Seva centres) and which is on hold now due to the above mentioned issues.II. Fixed transaction charges – wage revision and escalation in market price of maintenance – investments in protection from obsolescence – effects Quality of Service. Presently, Contract Service Provider (CSP) selected through an open bidding process manages operations in e-Seva Centres for a contract period (5 years) and is responsible for following activities at his own cost. a) Payment of wages to operators b) Maintenance of all equipment c) Development of software for all new services and enhancements to the existing services including development required for new service channels, payment methods, modifications forced by technology changes etc. © Group # 1 eGPX 2010-2011. All Rights Reserved. Page 17 of 23
  • CSP is paid per transaction in accordance with the contract. It is Rs.2.10 to Rs.5.00 for utility billpayments and Rs.10 for certificate services. This quoted price stands fixed for entire contract periodbut the wage revision, cost of maintenance, cost of protection from obsolescence increases andaffects the financial viability.There is need to derive some financially viable model of operations and maintenance.ENHANCING REACHIn order to combat the investment risks, financial viability and yet to reach the desired citizen inoffering services, Franchisee model with recently emerged technologies such as mobile devices canbe considered.The transaction model would be • Designated private entrepreneur in official dress holding an identity card issued by Electronically Deliverable Services (EDS) operates a mobile device which can be connected to EDS data center. • He/She is also equipped with a pocket printer and required stationary to issue receipt for the transaction made. • It acts as an extension counter but in wireless mode. • He/She makes transactions in pre-paid mode.As the investment is very low and service can be offered in mobile center mode, by plugging theoperational risks if any, service can be made to reach all the desired citizens.GRIEVANCE REDRESSAL MECHANISMParishkaram: 24-hour Call Centre‘Parishkaram’ means ‘problem resolution’. The Centre commenced operations in July 2003 withAgriculture Service as Pilot Project. In February 2004, the Centre has been upgraded as a multi-disciplinary call centre. Parishkaram is being made available through a 35-seater, fully equipped callcentre to citizen.The departments are expected to resolve the complaints as per the time frame stipulated by therespective Citizens Charters. If the complaint is not resolved, a facility is made available which wouldescalate these complaints to the next level in the department hierarchy. These complaints andreplies are registered in the database of Parishkaram. Whenever a citizen calls for follow up onhis/her complaint, a reply could be given by the operator on the lines of response received from thedepartmental officer.Technology has also been put in place to send these complaints by e-mail and SMS alerts, along withtheir reference numbers to concerned departmental officers/Collectors to their e-mail Ids andmobile phones.PARISHKARAM – 1100 - A 24*7 CITIZENS INFO SERVICE/GRIEVANCE REDRESSAL MECHANSIM© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 18 of 23
  • CRITICAL SUCCESS FACTORS1) Strong political and bureaucratic support • Political will is must for such a large scale project to be successful. And that political and bureaucratic support has been available for e-Seva since the conceptualization stage.2) Citizen-driven • Citizens have trust and support in the system and the increasing demand for addition of services indicates that e-Seva is a Citizen-driven system.3) Robust technical design • The 3-tier architecture permits adding more government agencies in tier 1 and more service centres in tier 3 without having to disturb the existing infrastructure, as the activity levels increase. New services can be added at the data center seamlessly and effortlessly and make them available at all the counters of all the service centres overnight. This scalable architecture has been the strength of eSeva.4) Implementation model PPP • The integration of federal, provincial and local services and their delivery through a single counter has not been attempted anywhere and this is achieved through Public Private Partnership marrying the strengths of public and private domains.5) Project Components allocation between Public and Private and Procurement method (BOOT) • GOAP provided the basic infrastructure like land, buildings and furniture and the other components are provided by the private partner.6) Works 362 days a year • Services can be availed on holidays except on Republic Day, Gandhi Jayanthi and Independence Day. Bill payments can be made over the Internet.7) Extended working hours TWIN CITIES DISTRICTS 8 AM to 8 PM on weekdays 9 am to 7 pm on weekdays 9 am to 3 pm on Sundays and holidays 9 am to 3 pm on Sundays and holidaysSWOT ANALYSIS STRENGTHS WEAKNESSESSingle Window Service Delivery System No helpdesk serviceRobust technical design Inadequate manpowerEasy access to citizens Passive support of departmental staff© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 19 of 23
  • Dedicated manpower of SPANCO Poor maintenance supportPPP and BOOT Model Long waiting time for new services addedCitizens trust and support in the system Peak hours, transactions are slowed because of server performance issuesProject allocation components between GOAP and Lack of basic amenities/facilities – drinking water,CSP public convenience Lack of motivation and incentives for employees Lack of security measuresGOAP – Government of Andhra Pradesh; CSP – Contract Service Provider OPPORTUNITIES THREATSExpansion of e-Seva Centres Growing competition – AP Online, CSC, Departmental websiteReach of Services Resistance of departmental staff to do process reformsAddition of new services like Insurance Premium Plans of AP TRANSCO to collect electricity billsPayment (LIC), bank loan application forms, loan re- payment at the citizens doorsteppayments, scholarship application forms, applicationform for white card for availing Aarogyasri Scheme,Online Bus Ticket BookingMore delivery channels like mobile devices Cyber CrimePOSSIBLE IMPROVEMENTS Payment Mode – Telebanking • Payment can be made in modes such as Cash, Cheque, Demand Draft, Credit Card, debit Card and Net Banking. It is suggested that Telebanking mode can also be added as another mode of payment. Door-to-Door Service • Mobile e-Seva Service can be introduced to provide service to citizens at their doorstep. Central Repository System for Certificates will be developed within a timeframe of 6 – 24 months • Government Process Reforms (GPR) has to be brought in so that a Central Repository System for Certificates can be developed. The concerned departments may look into this repository and not ask the citizens to bring those relevant documents. SLA should be redefined for new services added© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 20 of 23
  • • The observation made earlier was that there is long waiting period for passport and EPIC services. When asked about this, Mr. Yedukundalu commented “In case of Passport and Voter ID card service, eSeva has taken limited responsibility. Applicants were compelled to stand in the queue at passport office right from this evening for tomorrows token to submit application tomorrow under TATKAL or General. It has additional work of scrutiny of documents, entry, photo capture etc. and successfully avoided middlemen in the process. With reference to Voter card - Citizen has to come with Voter ID number. In the absence, it takes time to search. In addition there is a work of printing, cutting, affixing Hologram, affixing ERO facsimile, Lamination etc. When all these operations are to be done across the counter, it takes some time. Under the old methods, citizen is not sure of getting the card. No method to ensure delivery and it used to take few months also. It is great facility to citizen and introduced first time in the country.”KEY RECOMMENDATIONSBUSINESS PROSPECTS • Mobile e-Seva can be introduced wherein a van with all processing equipment moves across the city to collect payments at timings convenient to citizens for inclusiveness. Presently services are reached to only 20% and still there is a gap of 80% population looking for convenient service.SERVICE DELIVERY • Announcement of token number and counters apart from the digital display will help the aged people and the illiterate citizens not to miss their turns and wait consequently. • Citizens find difficult in filling up the forms and a Helpdesk service can be provided for the same which will result in time saving for both the citizen and the counter operator. • It was observed in the Khairatabad center that it is located in the first floor and physically challenged might find it difficult to climb up. Facility such as ramp can be provided or centers can be located in the ground floor as in the case of other centers. • Basic amenities and facilities such as drinking water and public convenience need to be provided for the benefit of citizens. • The revenue is collected to the tune of Rs. 20 – 22 crores per day across all the centers. There is need for Trained Security Personnel at all these e-Seva centers.© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 21 of 23
  • QUALITY OF SERVICE • Process reforms in all the concerned departments will help e-Seva to better serve the citizens especially in the case of municipal services where there is passive support from the concerned department. • Bar-coded identification of utility bills will help save time for the counter operators and benefit the citizens. • SMS facility for tracking the status of certificates should be provided. • There is a need for the government side to effective monitor the activities of private partner such as the maintenance of infrastructure. • Wage revision and incentives for the employees of SPANCO will help in the betterment of quality of service offered to citizens.MANPOWER ISSUES • Increase the number of hardware maintenance personnel to cater to the maintenance problems of infrastructure. • Improve coordination within the levels of the private organization SPANCO to solve the issues.LIMITATIONS OF THE STUDY • Study covered only 3 centers - 2 Urban (Khairatabad, Chandha Nagar) and 1 semi-urban (Miyapur) Centers • Our sample size is too small to arrive at conclusions and only inferences can be drawn • No Reports available to study the increase in revenue and increase in the consumer base of e-Seva Centers for the years 2007-2011 • Out of the 53 e-Seva Urban and Semi-Urban Centers in the TWIN CITIES, interview could be conducted only with 25 citizens in the 3 Centers in Hyderabad. • Pay Mode wise Transaction Summary Report for the year 2011 has data available only till 18th April, 2011. Only partial conclusions can be drawn with the data available for the years 2007 – 2011 about the trends in the number of transactions.CONCLUSIONThe success of e-Seva depends on the financial viability, expansion of new centres, enhancing thereach and adoption of emerging technologies. The e-Seva like projects can be merged with theCommon Service Centres (CSC) similar to the merging of the Community Information Centres (CIC) inthe North-East with the CSC’s. The study strongly recommends the merger of AP Online and CSCwith e-Seva and e-Seva should be the face of the CSC in the state of Andhra Pradesh. This will makee-Seva self-sustainable in the long run.© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 22 of 23
  • REFERENCES A. e-Seva Official website - http://esevaonline.com B. Internet article - http://www.mit.gov.in/content/common-services-centrescsc C. AP Online Website - List of Services provided https://secure.aponline.gov.in/CitizenPortal/userinterface/citizen/ListOfServices.aspx D. AP Online Website – List of Franchise Centres http://www.aponline.gov.in/MapsAPOnline/APOnlineCentersNew.aspx E. e-Seva Brochure and Material (Courtesy: Mr.Yedukundalu) F. Various Media articles on Internet G. Reports provided by e-Seva Deputy Director Urban H. Google Search Engine© Group # 1 eGPX 2010-2011. All Rights Reserved. Page 23 of 23