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eSeva
SureshChanda,IAS
Secretary,InformationTechnology
,
April15,2008
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Vision
MeetingaspirationsofcitizenstoprovideSimple
andTrustworthyGovernance
BuildingTrust
T roug eGovernance
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t zen w e
Communicate rather
than
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overnance ec ves
ImprovedG2Cinterface
Betterinternalefficiency
Betterlawenforcement
Transparency
Reductionineffectivecosttouser
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qua access oevery o y
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EGovernanceFor
GoodGovernance
Efficienc
Reliability
Access ty
Convenience
Transparency
Citizenfocus
'
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eGovernanceKeyBenefits
Improved qualityof citizen services
Improved internalefficiencies
Better enforcementof law
Education &
information
-
private sector, e-government will transform
governance.
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PoliticalVision
CatalyzeITinfrastructurecreation
Preparecitizenstoadopt IT
Leverageprivatesectorinitiative
o e
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Definethrustareas
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Strategy HumanResourceDevelopment
reatepoo o ITmanpower
Ca acit buildin
CIOsindepartments
DevelopITArchitecture
PKI
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Governmentasitistoday
Complex
procedures
and
Hierarchy nsu ate epartments
Slowresponse
PoorG2Cinterface
Lack
of
Transparency LackofReliability
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System System
Government Government
Citizens
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NewstructureofG2C Interface
overnment
Department
overnment
Department
Information Information
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SituationpriortoeSeva
Citizentovisitmulti leofficesevenforsim leserviceslikepayments
. .
Servicehoursnotconvenientformanycitizens
Longjourneysandtraveltimetooffices
Lon Queues Toomuchphysicalinterfacewithofficesstaff
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Citizenservicesc osuretopeop e
Multi leservicesunderoneroof Systemdrivendeliveryofservices
Leastphysicalinterfacewithofficestaff
Convenientandextendedservicehours
ValueforTimeandMoney
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Customer goes to different departments for different servicesCustomer goes to different departments for different services....
Department 1 Process 1 Service 1Service 1
Department 2
Department 3 Process 3
Process 2
Service 3
Service 2
Service n
Department n
Process n
eSeva SystemeSeva System
Centre ofCentre of eSeva Department X Process Xe eva e wor
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Ambience : The Change
Vanasthalipuram, Hyderabad
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BuiltonPublicPrivatePartnership(PPP)model
GOAPContribution
, ,
ServiceProvider
ITinfrastructurelikePCs,Servers,Printers,
Connectivity
Softwareandhardwaremaintenance
RunningexpanseslikeElectricity,Communication,
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a oneryan m sc.expanses
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Serviceproviderispaidtransactioncharges
UtilitybillpaymentsatRs.2.10toRs.5.00
CertificateServicesatRs.10/
yc zen
eSevatakesashareof20%fromtransaction
chargestomeetitsexpanses(Newcontract)
GapinrevenueisfilledbyGOAP
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But
slowly
moving
towards
self
sustainable
model
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eSevaJourney
PilotprojectinHyderabadinDecember1999
eSevalaunchedinHyderabadinAugust2001
49centress readoverinTwinCitiesofH derabad
eSevalaunchedin116MunicipaltownsinJune
199Centresspreadoverin116towns
150+servicesunderoneroof
Electricit Water bills
Motorvehicletax,Housetax
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AndB2Cservicesliketelephonebills,Moneytransferetc
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oversa un c pa owns n es a e
248
centres a e overnmen epar men s
Electricity,WaterSupply,MunicipalServices
ValueAddedTaxReturns,
LandDepartment
Examinationapplicationsandresults
Police, LabourDepartment
FireServicesetc
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3CentralGovernmentDepartments
Passportservices
Railwaytickets
PrivateTelecomphonebills
WesternUnionMoneyTransfer
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TwinCitiesofHyderabad
40 000Transactions erda
INR60millioncollectionperday
un c pa
owns 70,000Transactionsperday
INR60millioncollectionperday
.
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e eva rc ec ure
Developedon 3tierarchitecture
,
CentralServeratsecondtierand
DepartmentalServeratthirdtier.
ClientsandDepartmentsareconnectedtoCentral
Serverthrou hLeasedLineandISDNasbacku
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3rd Tier3rd Tier. . . . . . . . . . . .
De artmental
eSeva NETWORK
ServersS1
Sn
.. .
ISDN
ease ne
C
Router PoolINTERNET
FirewallLeased Line
LAN-1
ISDN
e
n
t
r
Web
2nd Tier2nd Tier
LAN 2LAN 3
l
S
i
Servers
1st Tier1st Tier
DB
Servers
Leased LineLeased Line
t
e
Web
Server
Centre location-1 Centre location- N
( Centre Locations )
ISDNISDN
Counter
Terminals
With
RouterRouter
Counter
Terminals
ar pr n er
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.Printers
. tPrinters
Kiosk Kiosk
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MoreServicedeliverypoints
Convenience
and
Reduced
cost
of
travel
and
time MultipleServicesavailableatonepoint
Any service at any Centre in the city.
Extended
Service
Delivery
Hours 8AMto8PM
Openevenonholidaysforhalfday
Improved
ambience
and
reduced
waiting
time Onlinedataupdationinserver
TimelyandCorrectaccounting
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Improved interface between citizen and Government
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MorenumberofOutlets/Deliver Channelsatno
extracost
Reducedcostofservice
n nean rea t me ataup at onan mon tor ng
ReducedinterfacebetweencitizenandGovernment
DepartmentStaffcanfocusoncorefunctions
Im rovedefficienc inservicedeliver
Higherlevelsofcitizensatisfaction
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eSeva StudybyWorldBank
eSevaisclosetoVERYGOOD WorldBank
withindividualagencies.
The
composite
score
(out
of
5.00)
moved
from
3.39
(Slightly
better
.
eSevahasloweredthecostoftravelbyRs.9.30 pertransactionforitsusers
Waitingtime ineSevahasbeenhalvedincomparisontoagencycounters,from32.9minutesto14.6minutes
On 5 oint scale there has been a si nificant im rovementof0.79pointsinthequalityofgovernance andof0.94pointsinservicequality.
. system) to0.914(eSeva ComputerizedSystem)
eSevasystemwaspreferred overdepartmentalsystemby
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96.84% o respondents
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a nex
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RuraleSeva
CSCProjectinpipeline
TotakebenefitofITtoruralareas
ITenabledkioskconnectedtoDepartmentservers
4680 ios sp anne
Multipleservicestocitizens
Revenuemodel
n ras ruc ure y erv ceprov er
Revenuestream Transactioncharge
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Futureisin
Communication
Pay online
ReceiveService
Online
or ThroughCourier
VerifyOnline
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TheTruth
ITismeanstoanend..
ITcanmakethingspossible
whocanmakeitha en
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An uestions?
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ThankYou
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