eSeva J Satyanarayana Chief Executive Officer National Institute for Smart Government Hyderabad, India

Agenda Concept of Integrated Citizen Services Evolution of eSeva Salient Features of eSeva Performance of eSeva Models used in eSeva Technology Model Business Model Organizational Model Critical Success Factors of eSeva Lessons from eSeva

Integrated Citizen Service Centres Provide SINGLE face of the Government across Different Levels of Governments Federal, State & Local Governments Different Departments & Agencies Different Jurisdictions Provide ALL services at one place Introduce a factor-enhancement in convenience of citizens Citizens need not go to traditional Government Agencies

Why Brick& Mortar Service Centres? In a developing country scenario… Low levels of Internet penetration Low computer literacy Reluctance to transact on the Internet Cultural Factors Preference to face-to-face interaction

….the earliest & the largest Integrated Services Project in India eSeva (= eService) ….the earliest & the largest Integrated Services Project in India

eSeva Value Proposition Customer-Centric Approach Customer Intermediaries Department-Centric Approach Customer Department 1 Department 2 Department 3 Department 4 Department 5 Fragmented value Transformation - Enhanced value Service Providers eSeva Interface Dept 1 Dept 2 Dept 3 Dept 4 Dept 5 Departmental Support

The Evolution of eSeva… Rajiv 2006 6000 Kiosks ? Services ?????? tpm eSeva AP Oct 2004 201 Service Centres 55 Services 1,200,000 tpm eSeva Oct 2004 48 Service Centres 155 Services 1,600,000 tpm eSeva Aug 2001 18 Service Centres 25 Services 500,000 tpm Sampark Chandigargh TWINS Dec 1999 1 Service Centre 6 Services 1000 tpm Tpm= Transactions per month

Salient features of eSeva One-stop-shop for citizen/ business services Open 8 am to 8 pm Open 8 am to 3 pm on Holidays Over 150 services Any service at any centre, any counter G2C, G2B, B2C services Efficient Service 3 to 5 minutes per transaction on non-peak days 20 to 30 min on peak days in some centres Good ambience for citizens No more standing in line Electronic Queue Management system

Multiple Delivery Channels eSeva Service Centres eSeva Portal www.esevaonline.com ATMs of some banks Bank Branches

Before eSeva …

After eSeva …

G2C Services offered in eSeva Payments of bills & taxes Electricity, Water, Telephone bills Property Tax, Sales Tax, Profession Tax, Income Tax Examination fees Road Taxes Fines Registrations & Certificates Births & deaths Trade Licenses Filing Passport Applications Returns of Sales Tax, Income Tax, Profession Tax Others RTC Bus Passes Examination results

B2C Services offered in eSeva Payments Cellphone Bills Reliance, Tata Insurance premium Booking of Cinema Tickets Western Union Money Transfer Courier Services ………

Performance of eSeva Year No.of Trans. (in Millions) Amount 2001 0.3 334 2002 4.5 10,050 2003 10.5 38,691 2004 29.5 43,233 2005 41.8 49,150 Total 86.6 141,458

Technology Model of eSeva 3-tier Architecture based on EAI Tier 1 - Govt Agencies Tier 2 – eSeva Data Centre Tier 3 - eSeva Service Centres Leased line connectivity ISDN backup connectivity Standard Security measures Implemented on different platforms in different regions of the State

Architecture …. DOT Exchange …. Tier 1 Tier 2 Tier 3 Leased Line Dept 1 Dept N Leased Line ( Govt.. Depart. ) ISDN Central Site Firewall INTERNET Leased Line Router Pool ISDN LAN-1 Tier 2 LAN 3 LAN 2 Web Apln Servers NMS Web Server DB Servers DOT Exchange Leased Line Leased Line Tier 3 ( ICSC Locations ) This is the network architecture diagram for eSeva centers at Hyderabad. This is a 3 tier architecture consists of three layers. The first layer consists of eSeva centers, second layer is the hub & the third of departments. When a request comes from eSeva centers (1st layer) it will be routed through the application server and database server (second layer) at data center and will be transmitted to the departmental servers (third layer) using Leased lines (Blue lines) backed up by ISDN lines (Red lines). BSNL network is the backbone for the communication lines. Web application server is used to provide epayments through internet. NMS is the networking management server used for monitoring network ups and downs. ISDN Service Centre 1 ISDN Service Centre 48 Card printer Router Router …. …. Kiosk Kiosk

Business Model of eSeva Public-Private Partnership Model Govt provided buildings Partner established the entire system Management & operations by Partner Partners selected through competitive bids 1 for Hyderabad city 3 for 6 other regions of the state Partners paid on a per-transaction basis 10 to 20 US cents per transaction 5-year arrangement Salaries of counter-agents met by a Bank

Organizational Model Policy decisions by IT Department of Govt of AP State Top level administration by Director of Electronic Services A small organization with 20 employees Operations by the Private Partners Audit by 3rd Party

Recognition.. Computerworld Honors (USA) 2002 CAPAM Commendation 2002 National e-Governance Award 2003 CAPAM Silver Award 2004

Critical Success Factors Leadership & Vision Commitment at official level Addressed the felt needs of people Scalable Architecture From 1000 to 1.7 mil transactions per month Robust business model Win-Win-Win situation

Lessons from eSeva Integrated Citizen Service Centres is a viable delivery system in Urban areas Public-Private-Partnership is the ideal model Cost & Time savings for citizens demonstrated Cost savings to Government departments Real-time monitoring of citizen services possible Exponential growth of transactions if implemented well

Thank You ceo@nisg.org