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

2. 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

3. 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

4. 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

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

6. 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

7. 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

8. 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

9. Multiple Delivery Channels
eSeva Service Centres
eSeva Portal
ATMs of some banks
Bank Branches

10. Before eSeva …

11. After eSeva …

12. 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

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

14. 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

15. 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

16. 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

17. 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

18. 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

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

20. 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

21. 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

22. Thank You