1.  http://serviceonline.gov.in  Generic and configurable application to provide an electronic delivery for the services.  Provides a single, unified, metadata-based portal to citizen and government alike where any service can be defined, accessed, delivered and monitored  Built-in mechanism for redressal of grievance related to deficiency or failure of service delivery  Service captured are be classified into G2C and G2B services  Other categories are also possible to help monitoring process  Can be used by any entiry (Panchayat or ULB or Line Department) of government.

2. Features  Facilitates Government ◦ Define services ◦ Quick, efficient and transparent delivery of services to citizens and in efficient monitoring of service delivery ◦ Address immediate attention to delays in each step of service delivery through Auto-escalation so that overall SLA of the service is met ◦ Make official transactions more secure through the use of digital signatures ◦ Monitor the performance of individual functionaries and take corrective action to discipline them or provide support system to enable them ◦ Define its Grievance Redressal Policy as per the State’s Service Delivery Act in terms of provisions for designated officers, appellate authorities and duration for grievance redressal ◦ Define Government kiosk policy in terms of their role and charges ◦ Advertise for kiosk operators and approve them based on pre-defined selection criteria

3. Features continued  Facilitates Citizen  To receive service at door step, to access all types of services through a single portal  To register and define his profile and also manage a repository of all enclosures  To query the system on his entitlement to various services across the country  By sending proactive alerts on the launch of new services based on registered profile and by providing frequent updates over e-Mail and SMS on the status of the submitted application  By providing easy access to application form with detailed checklist and instructions for filling up the same  By obviating the need to submit the same documentation again and again to the Government for same or different services  By providing voice/icon based interfaces for illiterate service seekers  By providing an integrated online grievance submission and redressal facility

4. Features continued  Facilitates Kiosks ◦ To apply against advertisements for kiosk operator services ◦ Provide services to citizens using secure user credentials ◦ Manage financial transactions with the Government  Technical features ◦ Integration with payment gateways ◦ Output Certificates with 2D bar codes ◦ Digital Signatures for officials ◦ UID compliant

5. Features continued  General Features ◦ Service Management ◦ Service Customization ◦ Citizen Registration ◦ Kiosk Operator Registration ◦ Master Data Entry ◦ Third-party Software application integration

6.  Thanks