The Govt. of India has just launched Digital India Week with the purpose of imparting e-services to the citizens of India on a very large scale. This short presentation highlights the consumer's perspective about the plan of Govt. while being receiver of the digital / e-services - their expectations, the awareness, which are the forces shaping the delivery of services from the statutory bodies.

1. A Presentation
On
Digital / E-Services
By:
Kshitij Trivedi

2. Digital Locker
E-Signature
MyGov.in and Aadhar
Card
E-Hospital / ORS
National Scholarships
Portal
E-services: An Introduction
Digital / E – Services:
A Consumer’s Perspective

3. Changing role of Government
Citizen's priorities for E-services
Smart cities and digital governance
Drivers and Trends shaping future
Govt. services
Objectives
Digital / E – Services:
A Consumer’s Perspective

4. Drivers
Changing Role of Government
Digital / E – Services:
A Consumer’s Perspective
A passive service provider -> A collaborator and facilitator
A problem solver -> A solution enabler
Collaboration between Government departments is becoming more
important
Economic
SocietalTechnological
Demographic

5. A Few Statistics
Digital / E – Services:
A Consumer’s Perspective
58%
42%
Urban Subscribers
Rural Subscribers
Growth
Rate:
1.38%
Growth
Rate:
0.48%
Ministry wise E-services
State wise E-services
208
518
47
(1st)
43
(2nd)
38
(3rd)
Gujarat – 12 E-services
(15th)

6. Understanding Citizen’s Priorities
Digital / E – Services:
A Consumer’s Perspective
To plan for the long-term, not just the next few years
To better understand the priorities of citizens and
communities
Provide services in a more cost-effective way
Citizens’ Priority:
Digital Principle:
 E-participation and co-production of services
Define a clear digital strategy
Delivering better public services optimizing the available
financial resources

7. Smart cities are based on the principle of
information and data exchange between
different sectors of a city
Information management and aggregation
+ services + applications -> satisfy citizens
perception of the quality of life and work
environment
Smart Cities
Digital / E – Services:
A Consumer’s Perspective

8. ITU definition:
"A smart sustainable city is an innovative city that
uses information and communication technologies
(ICTs) and other means to improve quality of life,
efficiency of urban operation and services, and
competitiveness, while ensuring that it meets the
needs of present and future generations with
respect to economic, social and environmental
aspects."
A Smart City – By definition
Digital / E – Services:
A Consumer’s Perspective

9. Rising citizen expectations
Increasing fiscal pressures
New technologies enabling new ways of communications:
1. Improve quality of citizen interaction
2. Ease of access
3. Potential to lower cost
Citizen centric approach, citizens demand greater involvement,
personalization and mobility
Forces Shaping Government E-
Services
Digital / E – Services:
A Consumer’s Perspective

10. E-services for Retail: An Example
Digital / E – Services:
A Consumer’s Perspective
Inventory Visibility
Automated Ordering
Process
Flexible Payment
Options
Understanding
Shoppers’ Behavior
Customization of
Content
Efficient Supply Chain
Optimized Retail
Operations
Collaborative Product
Development

11. Conclusions
Digital / E – Services:
A Consumer’s Perspective
Statutory bodies more keen to be a facilitator
People will love Government coming at their finger-tips,
but services should be safe and real quick
Smart Cities – a bright future perspective
Increased accountability, Increased transparency &
Reduction in corruption
It is still worth the effort if the successful projects can be
scaled

12. The words…
Digital / E – Services:
A Consumer’s Perspective

13. SPEC INDIA: An Introduction
Digital / E – Services:
A Consumer’s Perspective
A boutique ISO 9001:2008 certified software
solutions company
27 years of consistent success and sustained
growth
Enterprise solutions for Fortune 100
corporations
Core expertise in enterprise mobility S&D
solutions
Proven processes to manage 365x24x7 critical
maintenance support
Quality assurance practice in line with ISO
9001:2008
ISO
9001:2008
Certified
27 Years of
experience
180+
Consultants
Operations
Across
25+ Countries
30,000 sq. ft.
Off-shore
Development
180 Million
in Revenue

14. Digital / E – Services:
A Consumer’s Perspective