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A REVOLUTIONARY APPROACH TO DELIVERING
CITIZEN-CENTRIC SERVICES
OUR AWARDS
Nasscom/ CNBC TV 18 User
Awards 2009
Golden Peacock Award 2010 for Citizen
Centric Services.
The Best IT for Masses Project
of M.P. (Year 2009-10)
CSI Nihilent e- Governance for
Excellence 2009-10
SKOCH Digital Inclusion Award for
Technology in Service Delivery 2011
SKOCH Digital Inclusion Award
for Online Assessment Patwari
Recruitment Exam 2012
MPONLINE PROJECT PROFILE
ABOUT MPOnline :-
 MPOnline is an acronym for ‘MP Online Information for Citizen Empowerment’, the citizen
services portal of Government of Madhya Pradesh
 Joint Venture between the Government of Madhya Pradesh (GoMP) & and TATA Consultancy
Services Limited (TCS)
 Objective of Developing and Operating the official portal for the Government of Madhya Pradesh
PROJECT OBJECTIVES :-
 A move from 'Citizen in line' to 'Citizen online‘
 To provide services to all the citizens of MP - any service, anywhere, any time and to anyone.
 Provide citizen services at their doorstep with special benefits to the rural community
 Transparency between Citizen and Government
 An opportunity for gainful employment across the state
 Create a pool of highly skilled professionals who are at par with the best in the country.
KEY STAKEHOLDERS
 MPOnline was incorporated in the Year 2006 - Joint venture between GoMP and TATA
Consultancy Services (TCS)
 Given TCS’ strong capabilities and unmatched expertise in e-Governance initiatives across the
country, TCS was chosen by the MP government to be its partner in this ambitious
engagement.
 The major Stakeholders in this initiative is the IT Department, GoMP, through the Madhya
Pradesh State Electronics Development Corporation (MPSEDC) and TCS
 A major contributor to the success of this initiative is to integrate the Common Service Centers
(CSCs) established
 Benefited both MPOnline by increasing its reach to the rural areas and the CSCs by making
them ready with these services and financially viable
ORGANISATIONAL STRUCTURE
Chief Operating Officer
(Pramod Bhargava)
HEAD -BD- to
be identified
Finance
Department
Application
Development
Business
Development
Team
Customer
Support
Department
Project Leader
(Anita Bhatt)
Technical Head
(Himanshu Agnihotri)
Development
Team
Business
Analyst
Infrastructure
Department.
Infrastructure
Head-to be
identified
Networking
Team
HR- Executive(Urvashi
Sharma)
Finance
Manager
(Sunil Sinha)
Asstt.Manager -HR
(TO BE IDENTIFIED)
Human
Resource
Department
Customer Care
Team
Finance Team
Board of Directors
Admin
Department
Admin
(Preeti Singh)
Asstt. -HR(Darshana
Sharma
Help Desk TL
-to be identified
Legal
Department
Compliance Officer
(TO BE
IDENTIFIED)
BUSINESS MODEL
 The BOOT (build, own, operate, transfer model was adopted to create a win-win situation for the
GoMP and TCS
 Being a JV , it has allowed the government to benefit from the BOOT model, with NO UPFRONT
FINANCIAL BURDEN TO THE STATE
 All INFRASTRUCTURE, TECHNICAL PERSONNEL, CAPEX and OPEX belong to MPOnline, which will be
transferred to MPSEDC at the expiry of the contract, unless decided otherwise
 NO COST to any client – instead, a small portal fee based on No. of Transactions determined by a
Price Fixing committee is charged from citizens and other end-users.
 As MPOnline does not charge any money from the department for which the service has been
developed . The development, server, maintenance and other indirect costs are initially incurred by
MPOnline and have to be recovered using USER PAY MODEL.
REVENUE MODEL
Delivery Network Financial Model:
 The KIOSKS and CSCs through which MPOnline services are delivered are set up as franchisees.
 All investment in personnel, infrastructure and connectivity are borne by the KIOSK / CSC OWNERS.
 Citizens pay a small ‘PORTAL FEE’ to avail services on the MPOnline portal.
 Of this fee, the kiosk and MPOnline ratio varies from 60:40 to 40:60 ratio.
 Franchisees do not have an EXCLUSIVE CONTRACT with MPOnline and are free to use their
infrastructure for their OTHER BUSINESSES – INTERNET CAFÉ, XEROX CENTRE, TYPING, SCANNING
etc.
REVENUE MODEL
 The kiosks work on a PRE-PAID Model where they ‘top-up’ their account with a certain amount of
money and can then provide services to citizens for as long as they have credit balance.
 Franchisees pay a one-time registration fee and then pay an annual renewal fee based on the
volume of business done.
 MPOnline was mandated to increase its presence by establishing Kiosks in Urban areas only
 CSCs are FINANCIALLY VIABLE now after integration with MPOnline which provides more than 200
services through CSCs.
 Perhaps, the only state where the CSC model is financially viable and self sustainable
REVENUE MODEL
THE MODEL SUSTAINABILITY
 This initiative has sustained primarily been due to the will of the Government to make it a success
and enabling their citizen with e-governance.
 More and more Government services are available at the doorsteps of the citizens.
 Generated Employment opportunities and ensured a regular income for the KIOSK operators over
the period of time.
 Project team size has grown several folds over the last five years as the number of services has
grown tremendously.
PRICE FIXING MECHANISM
 A cost matrix is prepared for every new service covering all aspects of expenses borne in
developing the service.
 EXPENSES SUCH AS Application Development, Server Cost, Database Management,
Maintenance, Hardware and System Software Cost, Customer Help Desk, Disaster Recovery
etc. are taken into consideration.
 On the basis of the estimated number of transactions per annum , a cost per transaction is
arrived.
 MPOnline investment on the service is recovered over a period of around 3 years.
 Price Committee is headed by Secretary (IT), Finance Department, MPOnline and Department
officials for the final approval.
MILESTONES IN THE HISTORY OF MPONLINE
 The first assignment performed on the Portal was the Receipt of PET Application Forms for VYAPAM in
April 2007, At present, all VYAPAM Forms by MPOnline.
 Started Education services with RGTU (Diploma) University in the Year 2008. Today, offering similar
services to other Universities viz. Makhanalal, Jiwaji, DAVV, Bhoj, Vikram University.
 The Employment related forms were made online first in the Year 2010 with MPEB The other customers
today for similar services are MP High Court, CG High Court, MPPSC, CGPSC etc.
 The traditional Counselling of Department of Higher Education for the BED Course was done in the Year
2008 and is growing strongly every year
 DTE Counselling was revolutionised by introducing a unique concept of Off-Campus-On-Line-Counselling
in the Year 2009. A very successful and fool proof domain
 Yet another Novel Concept was brought about by the introduction of ONLINE ASSESSMENT
EXAMINATION, commencing with Patwari Exams in March, 2012
 Number of B2C Services are being provided and their numbers have gradually increased as they have a
better reach and a higher demand for the masses
SUCCESSES IN THE HISTORY OF MPONLINE
 Largest Service in the history of MPOnline won - 20 lakh transactions in a single month – Temporary
Teachers’ Recruitment Application in 2010-11.
 Highest ever amount of Income distribution amongst Kiosks/ CSC’s in a single month – Rs. 4.7
crore in 2010-11.
 Increase in Portal Income from Rs. 13.02 Crore in 2010-11 to Rs. 31.74 Crores in 2011-12.
 Overall Rs 12.53 crores KIOSK commission distributed during the F Y 2011-12 = 171% increase
over the last year
 Introduced a new Line of Business IN FY 2011-12 - Online Assessment Examination – Handled
Patwari vacancies for 1 lac candidates
 Successfully made inroads into Chhattisgarh with Maiden Service for CGPSC. Bagged Orders from CH
High Court, CG DME, DHS etc.
 Won the Prestigious SKOCH Digital Inclusion Award 2011. Finalist for MANTHAN Awards 2011. Won
the Skoch awards 2012, second year in succession for the Online Assessment Examination for
Patwari Recruitment
 Created a Niche in Counseling related Services – Domain & Consultancy Team – can offer this as a
service in MP and outside the state
PROJECT PROFILE- GEOGRAPHICAL COVERAGE –MADYA PRADESH
PROJECT PROFILE- GEOGRAPHICAL COVERAGE –MADYA PRADESH
GEOGRAPHICAL COVERAGE –
 MPOnline has wide presence in all 50 districts, over
300 tehsils and 280+ blocks of MP.
 The most unique feature of MPOnline Project is the
Kiosk network Across the state of MP to provide the
citizen services more efficiently and effectively.
 MPOnline kiosk spread is only in the URBAN areas.
 MPOnline has partnered with various Service
Centre Agencies (SCAs) formed under NeGP, 2006
to utilize their CSCs to deliver service in the Rural
Areas. It is worth mentioning here that MP is one of
the prime States where CSCs are sustainable
MPONLINE KIOSK NETWORK – Q2FY
2012-13
MPONLINE KIOSK 2,505
AISECT CSC 3,161
RELIANCE 1,756
NICT 781
CMS 804
University Kiosks 970
Total 9,977
PROJECT PROFILE- GEOGRAPHICAL COVERAGE -CG
 For Providing citizen services in the State of
CG, started building the delivery network.
 Providing the Services to CGPSC, CG High
Court, CG DME, CG DHS etc.
 In discussion for adding several other Services
In CG.
CHATTISGARH KIOSK NETWORK
MPONLINE CG KIOSK 49
CG AISECT 997
CG CHOICE 48
GRAM CHOICE 37
CG MADHUR COURIER 47
Total 1,178
NATURE OF SERVICES
 Services related to Academics
- Covering Enrolment, admission and Examination fees, counter based, MIS etc
- Counseling Services
 Employment related Services
- Online Assessment
- Receipt of recruitment Application
 Business to Citizens Services
- Payment of Life Insurance Premium.
- Payment of electricity Bills, Post Paid Mobile and Landline Bills.
 Miscellaneous Services – Forest, Tourism, Ecotourism, Bus, AKVN, TRIFAC, Firm &
Society……..
SERVICES ASSOCIATED TO ACADEMICS
 MP Board of Secondary Education – Enrollment, Examination Forms, Supp. Form, Answer book request, re-
totaling, result display, Admission List, D.Ed Application form, Record Verification, Duplicate migration,
certificate & mark-sheet thru our software
 MP STATE OPEN SCHOOL – Admission form, roll number generation, admit card
 MP Professional Examination Board (Vyapam) – Application for 20 examinations
 Devi Ahilya University, Indore
 Vikram University, Ujjain
 Jiwaji University - Gwalior
 MP Bhoj Open University
 Makhanlal Chaturvedi Rashtriya Patrakarita evam Sanchar Vishwavidyalaya
 M P Nurses Registration Council – University Applications
 RGPV POLYTECHNIC
 M P Para Medical Council – University Applications
ONE OF OUR MOST PRESTIGIOUS SERVICE- ONLINE COUNSELING
 Department of Technical Education - Online Counseling held for 13 courses including BE,
PPT, MBA, Pharmacy, MCA, Hotel Management etc.
 Department of Higher Education- B. Ed Counseling.
 Department of Medical Education- PMT and PG Courses Counseling.
 Department of Public Integration- Samvida Shikshak Counseling
 Department of Skill Development – ITI Counseling.
 C G Department of Medical Education – All Counseling
COUNSELING SERVICES – ONE OF OUR MOST PRESTIGIOUS SERVICE
In traditional counseling, students travel and queue at one of 5 centres set up by colleges. The online
counseling delivers these improvements:
STUDENTS
• Have the option to choose from any course and institute without the need to travel at all, thus saving
time and money.
• Participate from home, a net café or a local kiosk/CSC.
• See a list of all courses available and then choose.
• As opposed to making decisions in a few minutes, have several days to research various colleges,
consult guardians and to change their choices.
• Greater transparency for students and colleges as both have complete view of vacant seats, reserved
seats etc.
DEPARTMENT
• The staff deployment has significantly reduced to 2 or 3 people at each of the dept help-centres.
• Routine academic sessions continue unaffected due to increased staff availability.
• Allotment now takes a few days and allocation is completed in one-shot
• All Updated MIS is provided with collection of fees directly into the bank account
SAVINGS
S. No. Expenditure Heading
Traditional
Approach
Online Approach Total Savings
1 Cost of Travel (2/3 visits) 1000 - 1000
2 Cost of Accommodation 1200 - 1200
3 Cost of Food & Beverages 500 - 500
4 Postage & DD Charges 50 - 50
Total Saving per Student 2750
Total Applicant/Candidates: 3,63,689 (Approx)
Total Saving per student: 2750
Overall Saving: 3,63,689 X 2750 = 100,01,44,750 OR 100 CRORES
Total Seats handled in DTE Counseling –1.99 lacs
Total Students involved – 3.63 lacs
SUCCESS STORY – THE PATWARI EXAMINATION
Online Assessment- LARGEST EXAM CONDUCTED ONLINE BY ANY STATE GOVT.
 Conducting Online Tests – capacity to hold examination for 35,000 candidates simultaneously
 Online evaluation of the objective and descriptive answers
 Question bank management software which helps in creating thousands of questions for online testing
 Ability to declare Spontaneous Results & Scores
 Concluded the Online Assessment of PATWARI Recruitment Examinations.
 Total Applications Received – 1,00,713
 Total Verifications - 85, 277
 OTBS / Admit Card - 85, 277
 Total Appeared - 81,091
SERVICES ASSOCIATED TO EMPLOYMENT
 MP Public Service Commission – All examinations
 MP High Court, Jabalpur – Recruitment at all levels
 VYAPAM (All Professional Recruitment Exams)
 MPEB – Recruitments at All DISCOMs for Bhopal, Indore & Jabalpur
 Chattisgarh Public Service Commission
 Chhattisgarh High Court
MISCELLANEOUS SERVICES
 Department of Tourism/ Ecotourism
 Department of Transport – DL applications
 Directorate of Town & Country Planning
 Forest Department – Bookings for all National Parks
 Human Rights Commission
 Urban Administration & Development Dept
 Food & Civil Supplies Department
 AKVN – Bills Collection of various types
 TRIFAC – Combined Application Form – Workflow based
 PWD – Registration of All Categories of Contractors
BUSINESS TO CITIZEN SERVICES
 Premium Collection and Utility Bills
 Life Insurance:-
 LIC
 SBI Life Insurance
 ICICI Prudential Life Insurance
 Bajaj Allianz Life Insurance Co.
 HDFC Life Insurance Co.
 BSNL Landline (Bhopal, Dewas, Jabalpur, Indore) All MP
 Tata Indicom (Mobile & Landline)
 Tata DOCOMO (Mobile & Landline)
 AIRTEL (Landline)
 BSNL Mobile
 Dishnet TV Recharge.
 VODAFONE – Post Paid Mobile Bill
ISSUES & CHALLENGES addressed
There were number of Issues to be addressed at inception of the Project, major being-
Capacity Building:
 Lack of trained IT manpower –
MPOnline offers a BOOT model - provide full infrastructure,
Manpower for the design, implementation and support needs of the client.
Conducting Training / Handholding sessions to build the in-house capacity for the client
department
Building Trust:
 Involving the Government stakeholders of MPOnline right from requirement gathering, rate
fixing, implementation and up to the monitoring stages of the services we offer to a
department.
ISSUES & CHALLENGES – Continued……..
 Introduce new initiatives in a phased manner – PILOTS and then FULL ROLL OUT in order to win
customer confidence.
 Educate stakeholders on the benefits of e Governance - demonstrated delivery of these benefits.
 Initiate periodic and frequent review- involving stakeholders across the board in the process
 Involve all stakeholders – government and external – in the change management plan to build
awareness and to sensitize them
 Extensive training, hand holding and support to stakeholders to increase their comfort with the
solution.
 IT Secretary – Govt of Madhya Pradesh – Chairman of MPOnline
 MPSEDC – One Director nominated from MPSEDC
ABOUT THE MPONLINE PORTAL - Technical
ABOUT THE MPONLINE PORTAL :-
 MPOnline offers full Hindi support.
 The inherited .NET globalization concept created a bi-lingual portal that supports both Hindi and English fonts.
 It is Unicode compliant and the databases are searchable in either language and Hindi text search is also
supported.
 All help, surveys and FAQ are available in both languages.
 MPOnline Portal has both static and dynamic content.
 Content is more specific to information about citizen centric services and different modes of payments.
 Portal has information about Service Delivery Centers for Kiosks both MPOnline and CSC and their spread in
M.P. and other states. District wise spread in available on the home page of Portal.
ABOUT THE MPONLINE PORTAL - Technical
 Portal uses database to store page content, metadata and other information assets that might be
needed by the system. Various User Groups access Portal based on their roles and permissions. Easily
editable content managed through database is available.
 This means if an Anonymous User (someone not logged on) or a Logged on User who is not a member
of the Group a page is restricted to - the user will be denied access to the page.
 Proper Workflow Management System is in place for services where in document/certificate
verification happens.
 Portal also offers easy Customization as we create a Universal layout i.e., making pages having
similar designs and themes without much code.
ABOUT THE MPONLINE PORTAL - Technical
Public Access
 MPOnline Portal is web based solution available 24*7. MPOnline is a web-based solution.
 The portal can be accessed through a standard web browser and does not require any special
software to be installed.
 For Kiosk it is access based login. For general citizen user services are available on our Citizen Home
page.
 Facility to pay in Cash at the 9000+ kiosks spread across the state of M.P. is the USP of the
MPOnline Portal which has made the access to the various G2C, and G2B Services very convenient
to the general Public.
 Kiosk/ CSC operators need to register with MPOnline and logon using unique user IDs and
passwords. Citizens have an option to create profiles on the portal, but can also access services
without logging-in.
ABOUT THE MPONLINE PORTAL - Technical
Design and Visual Appeal
 The MPOnline Portal is designed with a combination of rich set of images and user friendly text. The
images and the text content are synchronized in such a way that its attractiveness appeals uniquely to
the visitors.
 The unique feature of the portal’s visual appearance is Theme selection. With theme selection user can
select the color of their choice and the Portal theme for the user will be updated accordingly.
 The design of the Portal is executed with keeping in mind the usability and readability for the visitors
and to provide users with a rich visiting experience. The visitors can navigate through the portal with
ease.
 The different web pages of the portal are light weight so that they can be loaded quickly. This is
possible through the use of well optimized graphic images and interactive icons designed especially for
the portal.
 The Portal uses the latest web standards such as Jquery, Web 2.0 etc for creating the gallery and the
attractive message boxes that will pop up and prompt the users upon action.
TECHNOLOGY USED – Technology related to Infrastructure
Platform Microsoft .Net Platform, asp.net (presentation layer)
Database Microsoft SQL Server 2005 Ent.
Web Server Microsoft IIS 6.0/7.5
Router Cisco 2801
Firewall Sonicwall NSA E5500
Switch Cisco 3650 & 2960
IBM Servers IBM x3650 M2 (2)
HP Servers
ProLiant DL320 G5(1), proliant DL360 G6(2), proliant DL360 G7 (4), ProLiant
DL380 G4 (3), ProLiant DL580 G3 (1),
Dell Server Power Edge R410
SAN Storage HP Storage works 500 G2, IBM DS 3200, Net App FAS2040
CDP SonicWALL CDP 5040B
Tape Drive Ultrium Tape Drive, IBM TS-2230
Other Services Domain Controller, DNS
Operating System
Windows 2003 SP2 32bit, Windows 2003 SP2 64bit, Windows 2008 R2 64bit
Ent.
Load Balancer Radware AppDirector 208 (2)
SERVICE DELIVERY MODEL
MPOnline Unique Delivery Model -
• MPOnline services can be availed by two convenient methods. The citizen can select any one of the
method suitable to them-
Service Delivery through Kiosks-
• The kiosks connect to MPOnline portal via the internet and enable the rendering of the hosted
services. A Citizen can walk to the nearest Kiosk, where the Kiosk operator will fill forms and
digitize supporting documentation for him and leave after paying a nominal Portal Fee in Cash.
• The KIOSK owner generates the acknowledgement receipt and give the print out to the applicant.
The acknowledgement receipt will have a unique transaction ID along with the applicant details and
the fee paid by the applicant.
SERVICE DELIVERY MODEL THROUGH KIOSK
SERVICE DELIVERY MODEL – THROUGH CITIZENS
Service Delivery via Direct login for Citizens
 For those citizens who are computer literate and have access to either internet banking or a credit/ debit
card, MPOnline services can be accessed directly via the Portal with an optional and simple Registration
process. The MPOnline Portal is integrated with ICICI Bank’s Payment Gateway and a User can use any
VISA or MASTER Debit or Credit Card to pay for the services.
Payment Methods -
 As with the service delivery mechanism, our payment methods are also suited to both those who use IT
comfortably and those who are challenged.
 MPOnline Limited provides two types of modes mechanisms to its customers.
Cash –
 When a user has a preference for cash transactions, availing a service hosted on MPOnline is as simple as
walking to the neighborhood kiosk and paying for the services in cash
Internet Banking –
 Any customer who has an account with State Bank of India or Axis Bank can initiate an online
 transfer from his/her account to the MPOnline account to pay for services availed.
Credit/ Debit cards and Netbanking
 The MPOnline portal is integrated with SBI and ICICI bank’s payment gateway.
SERVICE DELIVERY - DIRECT LOGIN FOR THE CITIZEN
DISASTER RECOVERY - BENEFITS
 Any Disaster and disruption of services have a substantial impact on the organizations creditability
and reputation. Disaster Recovery site will help address these challenges.
 There are many mission critical and citizen centric services running on portal. Any discontinuation of
the same will lead to loss of business financially as well as will a dent organizations credibility
 Provides with a back-up of information and documents if the original is destroyed.
 The operations will be functional from DR site in case of total loss of Data center. It will ensure
minimum downtime.
 In case of any disaster, the traffic will automatically be shifted to the Disaster recovery site. This is an
automated process, requiring no human intervention.
 The solution also compromises of backup solution. A dedicated backup device will be installed both at
the Data center and Disaster recovery. There is also a provision of offsite backup sets.
DISASTER RECOVERY - BENEFITS
 The failover equipments can be configured on component level as well. That is, in case the
database server goes down, the traffic (of the whole site) can be shifted to the Disaster recovery
site.
 The requirement of DR site even becomes more critical with the fact that the services hosted in
data center are citizen centric and crucial services. Some are mentioned below:
 MPBSE, DTE Counseling, VYAPAM, Open School, MPPSC, University (Makhanlal, Bhoj, Devi Ahilya,
RGTU), BED, School Examination Board, MPEB Bills collection, Premium collections, Forest
Reservation etc. etc
DATA CENTER DIAGRAM
Four Additional high performance HP servers for
performing key functions.
Two dedicated hardware load balancers for
performing load balancing between multiple servers.
New NetApp SAN to provide storage for SQL servers
KIOSK SET UP GUIDELINES
 The MPOnline Kiosks can only be formed in the Urban areas of MP. An Online Registration Form available
on the MPO Portal has to be filled and dispatched along with Photos of the outlet covering the computer
setup.
 Minimum requirement is a Computer, Printer, Scanner, Camera and Internet Connection.
 In a Commercial location, the distance between 2 kiosks should be at least 500 metres while in a
residential location the minimum distance should be at least 1km. Although at a location with high
number of footfalls this distance can even be reduced to 250 metres which only an authorised MPOnline
official can decide.
 The outlet is then surveyed by authorised persons of MPOnline and then only a decision to allot a kiosk
is taken.
 At the time of signing of agreement a Registration fee is payable to MPOnline.
 The agreement has to be renewed annually. If the kiosk owner has not been satisfactorily rendering the
services to the citizens the agreement is not renewed further.
 The Kiosk owner is given trainings by MPOnline officials to efficiently cater to the citizens
KEY SUCCESS FACTORS
 ADOPTION OF THE BOOT MODEL
 INTEGRATION WITH CSCs – helped in making them most sustainable
 ASSISTED ACCESS MODEL – Portal with growing applications and Services
 BRIDGING THE DIGITAL DIVIDE – reaching out to masses…MPOnline is now a Household name
 PVT PUBLIC PARTNERSHIP – the way to go about
 SERVICE DELIVERY MODEL – Essential to gain a very wide spread of Kiosks
 PAYMENT METHODS – All possible methods available on the Portal
 FINANCIAL MODEL – Invest initially and recover through Transaction Charges – a very popular and
acceptable model by the Government Departments
PORTAL TRANSACTION NOS GROWTH SUMMARY
PORTAL TRANSACTION AMOUNT GROWTH SUMMARY
TRANSACTION BUSINESS SEGMENTS WISE
OUR TOP CLIENTS’ TRANSACTIONS FY 2011 - 12
OUR TOP CLIENTS’ PORTAL REVENUE FY 2011 - 12
OBJECTIVES ACHIEVED-BENEFITS TO THE GOVERNMENT
MPOnline has helped the Government of Madhya Pradesh in achieving its mission i.e.
 Anywhere, anytime delivery of Government services
 A shift from ‘Citizen In-Line’ to ‘Citizen On-Line’
 Increased transparency between citizens and their Government
 Reduction in delays in decision-making
 Reduction in costs incurred by the departments
 Reduction in the number of interfaces between the Government & citizens
 An opportunity for generating gainful employment
Further, this has been achieved with:
 No investment in infrastructure
 No need to deploy and retain trained IT Personnel
 No cost to any government department
OBJECTIVES ACHIEVED-BENEFITS FOR THE CITIZENS
MPOnline has helped the Government of Madhya Pradesh in achieving its mission i.e.
 Empowering Citizens through information dissemination
 Single window access for services
 Availability of services at the doorstep; no need to travel to regional centers
 Faster delivery of services - efficient re-dressal of grievances
 24*7 access to government services
 More accountability and transparency
 Drastically reduced processing time for applications
 Curtailed waiting time for documents
These services can be accessed:
 Via kiosks and CSCs where assistance is available for filling forms, printing and scanning.
 Payments can be made in cash.
 From internet cafes, homes or offices - Payments using credit & cards and net-banking
Easy and simple project file on mp online

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Easy and simple project file on mp online

  • 1. A REVOLUTIONARY APPROACH TO DELIVERING CITIZEN-CENTRIC SERVICES
  • 2. OUR AWARDS Nasscom/ CNBC TV 18 User Awards 2009 Golden Peacock Award 2010 for Citizen Centric Services. The Best IT for Masses Project of M.P. (Year 2009-10) CSI Nihilent e- Governance for Excellence 2009-10 SKOCH Digital Inclusion Award for Technology in Service Delivery 2011 SKOCH Digital Inclusion Award for Online Assessment Patwari Recruitment Exam 2012
  • 3. MPONLINE PROJECT PROFILE ABOUT MPOnline :-  MPOnline is an acronym for ‘MP Online Information for Citizen Empowerment’, the citizen services portal of Government of Madhya Pradesh  Joint Venture between the Government of Madhya Pradesh (GoMP) & and TATA Consultancy Services Limited (TCS)  Objective of Developing and Operating the official portal for the Government of Madhya Pradesh PROJECT OBJECTIVES :-  A move from 'Citizen in line' to 'Citizen online‘  To provide services to all the citizens of MP - any service, anywhere, any time and to anyone.  Provide citizen services at their doorstep with special benefits to the rural community  Transparency between Citizen and Government  An opportunity for gainful employment across the state  Create a pool of highly skilled professionals who are at par with the best in the country.
  • 4. KEY STAKEHOLDERS  MPOnline was incorporated in the Year 2006 - Joint venture between GoMP and TATA Consultancy Services (TCS)  Given TCS’ strong capabilities and unmatched expertise in e-Governance initiatives across the country, TCS was chosen by the MP government to be its partner in this ambitious engagement.  The major Stakeholders in this initiative is the IT Department, GoMP, through the Madhya Pradesh State Electronics Development Corporation (MPSEDC) and TCS  A major contributor to the success of this initiative is to integrate the Common Service Centers (CSCs) established  Benefited both MPOnline by increasing its reach to the rural areas and the CSCs by making them ready with these services and financially viable
  • 5. ORGANISATIONAL STRUCTURE Chief Operating Officer (Pramod Bhargava) HEAD -BD- to be identified Finance Department Application Development Business Development Team Customer Support Department Project Leader (Anita Bhatt) Technical Head (Himanshu Agnihotri) Development Team Business Analyst Infrastructure Department. Infrastructure Head-to be identified Networking Team HR- Executive(Urvashi Sharma) Finance Manager (Sunil Sinha) Asstt.Manager -HR (TO BE IDENTIFIED) Human Resource Department Customer Care Team Finance Team Board of Directors Admin Department Admin (Preeti Singh) Asstt. -HR(Darshana Sharma Help Desk TL -to be identified Legal Department Compliance Officer (TO BE IDENTIFIED)
  • 6. BUSINESS MODEL  The BOOT (build, own, operate, transfer model was adopted to create a win-win situation for the GoMP and TCS  Being a JV , it has allowed the government to benefit from the BOOT model, with NO UPFRONT FINANCIAL BURDEN TO THE STATE  All INFRASTRUCTURE, TECHNICAL PERSONNEL, CAPEX and OPEX belong to MPOnline, which will be transferred to MPSEDC at the expiry of the contract, unless decided otherwise  NO COST to any client – instead, a small portal fee based on No. of Transactions determined by a Price Fixing committee is charged from citizens and other end-users.  As MPOnline does not charge any money from the department for which the service has been developed . The development, server, maintenance and other indirect costs are initially incurred by MPOnline and have to be recovered using USER PAY MODEL.
  • 7. REVENUE MODEL Delivery Network Financial Model:  The KIOSKS and CSCs through which MPOnline services are delivered are set up as franchisees.  All investment in personnel, infrastructure and connectivity are borne by the KIOSK / CSC OWNERS.  Citizens pay a small ‘PORTAL FEE’ to avail services on the MPOnline portal.  Of this fee, the kiosk and MPOnline ratio varies from 60:40 to 40:60 ratio.  Franchisees do not have an EXCLUSIVE CONTRACT with MPOnline and are free to use their infrastructure for their OTHER BUSINESSES – INTERNET CAFÉ, XEROX CENTRE, TYPING, SCANNING etc.
  • 8. REVENUE MODEL  The kiosks work on a PRE-PAID Model where they ‘top-up’ their account with a certain amount of money and can then provide services to citizens for as long as they have credit balance.  Franchisees pay a one-time registration fee and then pay an annual renewal fee based on the volume of business done.  MPOnline was mandated to increase its presence by establishing Kiosks in Urban areas only  CSCs are FINANCIALLY VIABLE now after integration with MPOnline which provides more than 200 services through CSCs.  Perhaps, the only state where the CSC model is financially viable and self sustainable
  • 9. REVENUE MODEL THE MODEL SUSTAINABILITY  This initiative has sustained primarily been due to the will of the Government to make it a success and enabling their citizen with e-governance.  More and more Government services are available at the doorsteps of the citizens.  Generated Employment opportunities and ensured a regular income for the KIOSK operators over the period of time.  Project team size has grown several folds over the last five years as the number of services has grown tremendously.
  • 10. PRICE FIXING MECHANISM  A cost matrix is prepared for every new service covering all aspects of expenses borne in developing the service.  EXPENSES SUCH AS Application Development, Server Cost, Database Management, Maintenance, Hardware and System Software Cost, Customer Help Desk, Disaster Recovery etc. are taken into consideration.  On the basis of the estimated number of transactions per annum , a cost per transaction is arrived.  MPOnline investment on the service is recovered over a period of around 3 years.  Price Committee is headed by Secretary (IT), Finance Department, MPOnline and Department officials for the final approval.
  • 11. MILESTONES IN THE HISTORY OF MPONLINE  The first assignment performed on the Portal was the Receipt of PET Application Forms for VYAPAM in April 2007, At present, all VYAPAM Forms by MPOnline.  Started Education services with RGTU (Diploma) University in the Year 2008. Today, offering similar services to other Universities viz. Makhanalal, Jiwaji, DAVV, Bhoj, Vikram University.  The Employment related forms were made online first in the Year 2010 with MPEB The other customers today for similar services are MP High Court, CG High Court, MPPSC, CGPSC etc.  The traditional Counselling of Department of Higher Education for the BED Course was done in the Year 2008 and is growing strongly every year  DTE Counselling was revolutionised by introducing a unique concept of Off-Campus-On-Line-Counselling in the Year 2009. A very successful and fool proof domain  Yet another Novel Concept was brought about by the introduction of ONLINE ASSESSMENT EXAMINATION, commencing with Patwari Exams in March, 2012  Number of B2C Services are being provided and their numbers have gradually increased as they have a better reach and a higher demand for the masses
  • 12. SUCCESSES IN THE HISTORY OF MPONLINE  Largest Service in the history of MPOnline won - 20 lakh transactions in a single month – Temporary Teachers’ Recruitment Application in 2010-11.  Highest ever amount of Income distribution amongst Kiosks/ CSC’s in a single month – Rs. 4.7 crore in 2010-11.  Increase in Portal Income from Rs. 13.02 Crore in 2010-11 to Rs. 31.74 Crores in 2011-12.  Overall Rs 12.53 crores KIOSK commission distributed during the F Y 2011-12 = 171% increase over the last year  Introduced a new Line of Business IN FY 2011-12 - Online Assessment Examination – Handled Patwari vacancies for 1 lac candidates  Successfully made inroads into Chhattisgarh with Maiden Service for CGPSC. Bagged Orders from CH High Court, CG DME, DHS etc.  Won the Prestigious SKOCH Digital Inclusion Award 2011. Finalist for MANTHAN Awards 2011. Won the Skoch awards 2012, second year in succession for the Online Assessment Examination for Patwari Recruitment  Created a Niche in Counseling related Services – Domain & Consultancy Team – can offer this as a service in MP and outside the state
  • 13. PROJECT PROFILE- GEOGRAPHICAL COVERAGE –MADYA PRADESH
  • 14. PROJECT PROFILE- GEOGRAPHICAL COVERAGE –MADYA PRADESH GEOGRAPHICAL COVERAGE –  MPOnline has wide presence in all 50 districts, over 300 tehsils and 280+ blocks of MP.  The most unique feature of MPOnline Project is the Kiosk network Across the state of MP to provide the citizen services more efficiently and effectively.  MPOnline kiosk spread is only in the URBAN areas.  MPOnline has partnered with various Service Centre Agencies (SCAs) formed under NeGP, 2006 to utilize their CSCs to deliver service in the Rural Areas. It is worth mentioning here that MP is one of the prime States where CSCs are sustainable MPONLINE KIOSK NETWORK – Q2FY 2012-13 MPONLINE KIOSK 2,505 AISECT CSC 3,161 RELIANCE 1,756 NICT 781 CMS 804 University Kiosks 970 Total 9,977
  • 15. PROJECT PROFILE- GEOGRAPHICAL COVERAGE -CG  For Providing citizen services in the State of CG, started building the delivery network.  Providing the Services to CGPSC, CG High Court, CG DME, CG DHS etc.  In discussion for adding several other Services In CG. CHATTISGARH KIOSK NETWORK MPONLINE CG KIOSK 49 CG AISECT 997 CG CHOICE 48 GRAM CHOICE 37 CG MADHUR COURIER 47 Total 1,178
  • 16. NATURE OF SERVICES  Services related to Academics - Covering Enrolment, admission and Examination fees, counter based, MIS etc - Counseling Services  Employment related Services - Online Assessment - Receipt of recruitment Application  Business to Citizens Services - Payment of Life Insurance Premium. - Payment of electricity Bills, Post Paid Mobile and Landline Bills.  Miscellaneous Services – Forest, Tourism, Ecotourism, Bus, AKVN, TRIFAC, Firm & Society……..
  • 17. SERVICES ASSOCIATED TO ACADEMICS  MP Board of Secondary Education – Enrollment, Examination Forms, Supp. Form, Answer book request, re- totaling, result display, Admission List, D.Ed Application form, Record Verification, Duplicate migration, certificate & mark-sheet thru our software  MP STATE OPEN SCHOOL – Admission form, roll number generation, admit card  MP Professional Examination Board (Vyapam) – Application for 20 examinations  Devi Ahilya University, Indore  Vikram University, Ujjain  Jiwaji University - Gwalior  MP Bhoj Open University  Makhanlal Chaturvedi Rashtriya Patrakarita evam Sanchar Vishwavidyalaya  M P Nurses Registration Council – University Applications  RGPV POLYTECHNIC  M P Para Medical Council – University Applications
  • 18. ONE OF OUR MOST PRESTIGIOUS SERVICE- ONLINE COUNSELING  Department of Technical Education - Online Counseling held for 13 courses including BE, PPT, MBA, Pharmacy, MCA, Hotel Management etc.  Department of Higher Education- B. Ed Counseling.  Department of Medical Education- PMT and PG Courses Counseling.  Department of Public Integration- Samvida Shikshak Counseling  Department of Skill Development – ITI Counseling.  C G Department of Medical Education – All Counseling
  • 19. COUNSELING SERVICES – ONE OF OUR MOST PRESTIGIOUS SERVICE In traditional counseling, students travel and queue at one of 5 centres set up by colleges. The online counseling delivers these improvements: STUDENTS • Have the option to choose from any course and institute without the need to travel at all, thus saving time and money. • Participate from home, a net café or a local kiosk/CSC. • See a list of all courses available and then choose. • As opposed to making decisions in a few minutes, have several days to research various colleges, consult guardians and to change their choices. • Greater transparency for students and colleges as both have complete view of vacant seats, reserved seats etc. DEPARTMENT • The staff deployment has significantly reduced to 2 or 3 people at each of the dept help-centres. • Routine academic sessions continue unaffected due to increased staff availability. • Allotment now takes a few days and allocation is completed in one-shot • All Updated MIS is provided with collection of fees directly into the bank account
  • 20. SAVINGS S. No. Expenditure Heading Traditional Approach Online Approach Total Savings 1 Cost of Travel (2/3 visits) 1000 - 1000 2 Cost of Accommodation 1200 - 1200 3 Cost of Food & Beverages 500 - 500 4 Postage & DD Charges 50 - 50 Total Saving per Student 2750 Total Applicant/Candidates: 3,63,689 (Approx) Total Saving per student: 2750 Overall Saving: 3,63,689 X 2750 = 100,01,44,750 OR 100 CRORES Total Seats handled in DTE Counseling –1.99 lacs Total Students involved – 3.63 lacs
  • 21. SUCCESS STORY – THE PATWARI EXAMINATION Online Assessment- LARGEST EXAM CONDUCTED ONLINE BY ANY STATE GOVT.  Conducting Online Tests – capacity to hold examination for 35,000 candidates simultaneously  Online evaluation of the objective and descriptive answers  Question bank management software which helps in creating thousands of questions for online testing  Ability to declare Spontaneous Results & Scores  Concluded the Online Assessment of PATWARI Recruitment Examinations.  Total Applications Received – 1,00,713  Total Verifications - 85, 277  OTBS / Admit Card - 85, 277  Total Appeared - 81,091
  • 22. SERVICES ASSOCIATED TO EMPLOYMENT  MP Public Service Commission – All examinations  MP High Court, Jabalpur – Recruitment at all levels  VYAPAM (All Professional Recruitment Exams)  MPEB – Recruitments at All DISCOMs for Bhopal, Indore & Jabalpur  Chattisgarh Public Service Commission  Chhattisgarh High Court
  • 23. MISCELLANEOUS SERVICES  Department of Tourism/ Ecotourism  Department of Transport – DL applications  Directorate of Town & Country Planning  Forest Department – Bookings for all National Parks  Human Rights Commission  Urban Administration & Development Dept  Food & Civil Supplies Department  AKVN – Bills Collection of various types  TRIFAC – Combined Application Form – Workflow based  PWD – Registration of All Categories of Contractors
  • 24. BUSINESS TO CITIZEN SERVICES  Premium Collection and Utility Bills  Life Insurance:-  LIC  SBI Life Insurance  ICICI Prudential Life Insurance  Bajaj Allianz Life Insurance Co.  HDFC Life Insurance Co.  BSNL Landline (Bhopal, Dewas, Jabalpur, Indore) All MP  Tata Indicom (Mobile & Landline)  Tata DOCOMO (Mobile & Landline)  AIRTEL (Landline)  BSNL Mobile  Dishnet TV Recharge.  VODAFONE – Post Paid Mobile Bill
  • 25. ISSUES & CHALLENGES addressed There were number of Issues to be addressed at inception of the Project, major being- Capacity Building:  Lack of trained IT manpower – MPOnline offers a BOOT model - provide full infrastructure, Manpower for the design, implementation and support needs of the client. Conducting Training / Handholding sessions to build the in-house capacity for the client department Building Trust:  Involving the Government stakeholders of MPOnline right from requirement gathering, rate fixing, implementation and up to the monitoring stages of the services we offer to a department.
  • 26. ISSUES & CHALLENGES – Continued……..  Introduce new initiatives in a phased manner – PILOTS and then FULL ROLL OUT in order to win customer confidence.  Educate stakeholders on the benefits of e Governance - demonstrated delivery of these benefits.  Initiate periodic and frequent review- involving stakeholders across the board in the process  Involve all stakeholders – government and external – in the change management plan to build awareness and to sensitize them  Extensive training, hand holding and support to stakeholders to increase their comfort with the solution.  IT Secretary – Govt of Madhya Pradesh – Chairman of MPOnline  MPSEDC – One Director nominated from MPSEDC
  • 27. ABOUT THE MPONLINE PORTAL - Technical ABOUT THE MPONLINE PORTAL :-  MPOnline offers full Hindi support.  The inherited .NET globalization concept created a bi-lingual portal that supports both Hindi and English fonts.  It is Unicode compliant and the databases are searchable in either language and Hindi text search is also supported.  All help, surveys and FAQ are available in both languages.  MPOnline Portal has both static and dynamic content.  Content is more specific to information about citizen centric services and different modes of payments.  Portal has information about Service Delivery Centers for Kiosks both MPOnline and CSC and their spread in M.P. and other states. District wise spread in available on the home page of Portal.
  • 28. ABOUT THE MPONLINE PORTAL - Technical  Portal uses database to store page content, metadata and other information assets that might be needed by the system. Various User Groups access Portal based on their roles and permissions. Easily editable content managed through database is available.  This means if an Anonymous User (someone not logged on) or a Logged on User who is not a member of the Group a page is restricted to - the user will be denied access to the page.  Proper Workflow Management System is in place for services where in document/certificate verification happens.  Portal also offers easy Customization as we create a Universal layout i.e., making pages having similar designs and themes without much code.
  • 29. ABOUT THE MPONLINE PORTAL - Technical Public Access  MPOnline Portal is web based solution available 24*7. MPOnline is a web-based solution.  The portal can be accessed through a standard web browser and does not require any special software to be installed.  For Kiosk it is access based login. For general citizen user services are available on our Citizen Home page.  Facility to pay in Cash at the 9000+ kiosks spread across the state of M.P. is the USP of the MPOnline Portal which has made the access to the various G2C, and G2B Services very convenient to the general Public.  Kiosk/ CSC operators need to register with MPOnline and logon using unique user IDs and passwords. Citizens have an option to create profiles on the portal, but can also access services without logging-in.
  • 30. ABOUT THE MPONLINE PORTAL - Technical Design and Visual Appeal  The MPOnline Portal is designed with a combination of rich set of images and user friendly text. The images and the text content are synchronized in such a way that its attractiveness appeals uniquely to the visitors.  The unique feature of the portal’s visual appearance is Theme selection. With theme selection user can select the color of their choice and the Portal theme for the user will be updated accordingly.  The design of the Portal is executed with keeping in mind the usability and readability for the visitors and to provide users with a rich visiting experience. The visitors can navigate through the portal with ease.  The different web pages of the portal are light weight so that they can be loaded quickly. This is possible through the use of well optimized graphic images and interactive icons designed especially for the portal.  The Portal uses the latest web standards such as Jquery, Web 2.0 etc for creating the gallery and the attractive message boxes that will pop up and prompt the users upon action.
  • 31. TECHNOLOGY USED – Technology related to Infrastructure Platform Microsoft .Net Platform, asp.net (presentation layer) Database Microsoft SQL Server 2005 Ent. Web Server Microsoft IIS 6.0/7.5 Router Cisco 2801 Firewall Sonicwall NSA E5500 Switch Cisco 3650 & 2960 IBM Servers IBM x3650 M2 (2) HP Servers ProLiant DL320 G5(1), proliant DL360 G6(2), proliant DL360 G7 (4), ProLiant DL380 G4 (3), ProLiant DL580 G3 (1), Dell Server Power Edge R410 SAN Storage HP Storage works 500 G2, IBM DS 3200, Net App FAS2040 CDP SonicWALL CDP 5040B Tape Drive Ultrium Tape Drive, IBM TS-2230 Other Services Domain Controller, DNS Operating System Windows 2003 SP2 32bit, Windows 2003 SP2 64bit, Windows 2008 R2 64bit Ent. Load Balancer Radware AppDirector 208 (2)
  • 32. SERVICE DELIVERY MODEL MPOnline Unique Delivery Model - • MPOnline services can be availed by two convenient methods. The citizen can select any one of the method suitable to them- Service Delivery through Kiosks- • The kiosks connect to MPOnline portal via the internet and enable the rendering of the hosted services. A Citizen can walk to the nearest Kiosk, where the Kiosk operator will fill forms and digitize supporting documentation for him and leave after paying a nominal Portal Fee in Cash. • The KIOSK owner generates the acknowledgement receipt and give the print out to the applicant. The acknowledgement receipt will have a unique transaction ID along with the applicant details and the fee paid by the applicant.
  • 33. SERVICE DELIVERY MODEL THROUGH KIOSK
  • 34. SERVICE DELIVERY MODEL – THROUGH CITIZENS Service Delivery via Direct login for Citizens  For those citizens who are computer literate and have access to either internet banking or a credit/ debit card, MPOnline services can be accessed directly via the Portal with an optional and simple Registration process. The MPOnline Portal is integrated with ICICI Bank’s Payment Gateway and a User can use any VISA or MASTER Debit or Credit Card to pay for the services. Payment Methods -  As with the service delivery mechanism, our payment methods are also suited to both those who use IT comfortably and those who are challenged.  MPOnline Limited provides two types of modes mechanisms to its customers. Cash –  When a user has a preference for cash transactions, availing a service hosted on MPOnline is as simple as walking to the neighborhood kiosk and paying for the services in cash Internet Banking –  Any customer who has an account with State Bank of India or Axis Bank can initiate an online  transfer from his/her account to the MPOnline account to pay for services availed. Credit/ Debit cards and Netbanking  The MPOnline portal is integrated with SBI and ICICI bank’s payment gateway.
  • 35. SERVICE DELIVERY - DIRECT LOGIN FOR THE CITIZEN
  • 36. DISASTER RECOVERY - BENEFITS  Any Disaster and disruption of services have a substantial impact on the organizations creditability and reputation. Disaster Recovery site will help address these challenges.  There are many mission critical and citizen centric services running on portal. Any discontinuation of the same will lead to loss of business financially as well as will a dent organizations credibility  Provides with a back-up of information and documents if the original is destroyed.  The operations will be functional from DR site in case of total loss of Data center. It will ensure minimum downtime.  In case of any disaster, the traffic will automatically be shifted to the Disaster recovery site. This is an automated process, requiring no human intervention.  The solution also compromises of backup solution. A dedicated backup device will be installed both at the Data center and Disaster recovery. There is also a provision of offsite backup sets.
  • 37. DISASTER RECOVERY - BENEFITS  The failover equipments can be configured on component level as well. That is, in case the database server goes down, the traffic (of the whole site) can be shifted to the Disaster recovery site.  The requirement of DR site even becomes more critical with the fact that the services hosted in data center are citizen centric and crucial services. Some are mentioned below:  MPBSE, DTE Counseling, VYAPAM, Open School, MPPSC, University (Makhanlal, Bhoj, Devi Ahilya, RGTU), BED, School Examination Board, MPEB Bills collection, Premium collections, Forest Reservation etc. etc
  • 38. DATA CENTER DIAGRAM Four Additional high performance HP servers for performing key functions. Two dedicated hardware load balancers for performing load balancing between multiple servers. New NetApp SAN to provide storage for SQL servers
  • 39. KIOSK SET UP GUIDELINES  The MPOnline Kiosks can only be formed in the Urban areas of MP. An Online Registration Form available on the MPO Portal has to be filled and dispatched along with Photos of the outlet covering the computer setup.  Minimum requirement is a Computer, Printer, Scanner, Camera and Internet Connection.  In a Commercial location, the distance between 2 kiosks should be at least 500 metres while in a residential location the minimum distance should be at least 1km. Although at a location with high number of footfalls this distance can even be reduced to 250 metres which only an authorised MPOnline official can decide.  The outlet is then surveyed by authorised persons of MPOnline and then only a decision to allot a kiosk is taken.  At the time of signing of agreement a Registration fee is payable to MPOnline.  The agreement has to be renewed annually. If the kiosk owner has not been satisfactorily rendering the services to the citizens the agreement is not renewed further.  The Kiosk owner is given trainings by MPOnline officials to efficiently cater to the citizens
  • 40. KEY SUCCESS FACTORS  ADOPTION OF THE BOOT MODEL  INTEGRATION WITH CSCs – helped in making them most sustainable  ASSISTED ACCESS MODEL – Portal with growing applications and Services  BRIDGING THE DIGITAL DIVIDE – reaching out to masses…MPOnline is now a Household name  PVT PUBLIC PARTNERSHIP – the way to go about  SERVICE DELIVERY MODEL – Essential to gain a very wide spread of Kiosks  PAYMENT METHODS – All possible methods available on the Portal  FINANCIAL MODEL – Invest initially and recover through Transaction Charges – a very popular and acceptable model by the Government Departments
  • 41. PORTAL TRANSACTION NOS GROWTH SUMMARY
  • 42. PORTAL TRANSACTION AMOUNT GROWTH SUMMARY
  • 44. OUR TOP CLIENTS’ TRANSACTIONS FY 2011 - 12
  • 45. OUR TOP CLIENTS’ PORTAL REVENUE FY 2011 - 12
  • 46. OBJECTIVES ACHIEVED-BENEFITS TO THE GOVERNMENT MPOnline has helped the Government of Madhya Pradesh in achieving its mission i.e.  Anywhere, anytime delivery of Government services  A shift from ‘Citizen In-Line’ to ‘Citizen On-Line’  Increased transparency between citizens and their Government  Reduction in delays in decision-making  Reduction in costs incurred by the departments  Reduction in the number of interfaces between the Government & citizens  An opportunity for generating gainful employment Further, this has been achieved with:  No investment in infrastructure  No need to deploy and retain trained IT Personnel  No cost to any government department
  • 47. OBJECTIVES ACHIEVED-BENEFITS FOR THE CITIZENS MPOnline has helped the Government of Madhya Pradesh in achieving its mission i.e.  Empowering Citizens through information dissemination  Single window access for services  Availability of services at the doorstep; no need to travel to regional centers  Faster delivery of services - efficient re-dressal of grievances  24*7 access to government services  More accountability and transparency  Drastically reduced processing time for applications  Curtailed waiting time for documents These services can be accessed:  Via kiosks and CSCs where assistance is available for filling forms, printing and scanning.  Payments can be made in cash.  From internet cafes, homes or offices - Payments using credit & cards and net-banking