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Transcript of e Seva Urban 3
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AGENDA
1) Introduction
2) Objective of Study
3) Scope of Study
4) Methodology
5) Observations
6) Findings
7) Analysis of the As Is
8) SWOT Analysis
9) Possible improvements
10) Key recommendations
11) Limitations of the study
12) References
13) Q & A
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INTRODUCTION
eSeva A new paradigm in Citizen Services
Tremendously impressive. Example of best practice in
Service to the citizen and in reducing corruption. I will share this
experience as widely as I can. Helen Sutch, World Bank.
An Integrated Approach
� Integration of departments - central and state governments.
� Integration of services.
� Integration of G2C and B2C services.
� Efficiency, Reliability, Transparency and Scalability are the
watchwords at eSeva.
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OBJECTIVES OF THE STUDY
1. To analyze the AS-IS system of eSeva
2. To identify the Critical Success Factors
3. To identify the Manpower Issues4. To suggest improvements in the Q uality of Service
Delivery
5. To perform SWOT analysis of eSeva
6. To explore the future Business Prospects
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SCOPE OF THE STUDY
1) ANALYSIS - Impact of e-Seva in urban & semi-urban areas
2) SUCCESS FACTORS Strengths of e-Seva
3) MANPOWER ISSUES Employee Retention
4) ECONOMICAL - Public funds for expansion of e-Seva centers
5) SERVICE DELIVERY Q uality of Service
6) BUSINESS PROSPECTS - Inclusion of new services & Opportunities
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METHODOLOGY
Data collected through Interviews with Stakeholders
Source of Primary Data
1. Government official
2. Monthly Report eSeva (Courtesy: Mr. Yedukondalu- DeputyDirector urban eSeva)
3. Employees of the private partner (SPANCO)
4. Citizens
Source of Secondary Data1. eSeva website
2. eSeva Brochure
3. APOnline
4. Case Study/Reference articles 6 of 36© Group # 1 eGPX 2011. All RightsReserved.
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CASE STUDY CENTRE I
MIYAPUR eSEVA CENTER
I had applied for voter ID but I am yet to get it even after two months. I was told
that my application is lost, so apply again." Mr P Balakrishnan
"I am waiting since last 30 minutes and I was informed that the Birth certificate
will be delivered within 15 days." -Mr Jagdish
"I came to deposit driving license fee, I appreciate the eSeva for the comfort,
single window system, good behaviour of counter operators, no middlemen and
no bribe. However, there is poor sanitation, missing of turns due to failure of
digital display and announcement system." - Mr Durgashiva Prasad, a Customer
SupportManager of private sector.
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CASE STUDY CENTRE II
CHANDHA NAGAR eSEVA CENTER
"I'm visiting the eSeva Center for the first time to deposit learning license
registration fee, 10 minutes have already elapsed and it will take more than 30
minutes for the disbursal of the service"Mr Mukesh
"I had applied for a gas connection before a month. I was told that a letter would
be delivered at my place. But I've made several visits & I'm yet to receive the
same." -Mrs Kalavathi Bai, Social Worker
"Manual tokens are issued for Municipal Services, Passport & Voter Card Services.
Server slow down issues happen 2-3 times in a month. Missing of turns happen
with the aged people. There is shortage of manpower." - Staff Member
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CASE STUDY CENTRE III
KHAIRATABAD eSEVA CENTER
"I came here for passport renewal and I'm waiting since half-an-hour as the
counter operator is not available on his seat." Mr N.S.Rao
"I frequently visit this center to submit by bills. Today I came here to submit my
vehicle tax. I'm very much satisfied with the service delivery and I've never faced
any problem." Mr Noor Mohamed
"I regularly visit this center to pay my electricity bills. In the beginning of the
month, there is rush to submit the bills and I need to wait for minimum half-an-
hour." Mrs Rajitha
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FIELD VISIT - OBSERVATIONS
POSITIVES
� Single window system
�Adequate seating arrangement
� Good ambience
� Women manned counters
� Citizen satisfied with utility payment services
� Easy access to e-Seva Centers (radius of 5-6 kms)
� Citizen-friendly behavior
� Smooth disbursement of services
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FIELD VISIT - OBSERVATIONS
NEGATIVES
� Issues of infrastructure maintenance (Digital display, generator
sets, PC problems)� Minimal maintenance engineers (only 1 or 2 available across the
city)
� Bleak response/backup from the Head Office
� Long waiting time for Passport, Voter Card & Municipal services� Frequent visits regarding the status of certificates
� Less operational counters
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FIELD VISIT - OBSERVATIONS
NEGATIVES
� Missing of turns
� Difficulty in filling up forms
� No drinking water facilities
� No provision for security
� Less attention paid for sanitation
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FINDINGS
� Customer satisfied with utility bill payment services
� Proximity of eSeva Centers for Citizens
� Longer waiting period for new services (Passport, EPIC Card)
� Citizens have Grievance for Municipal Services
� Complete Insurance coverage
� Lack of internal coordination within the levels of private partner
� Grievance Redressal Mechanism Online, Complaints Box,
Parishkaram (Toll Free Number 1100)
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INTERACTION WITH STAKEHOLDERS
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e-Seva center Chandha Nagar Token counter of Miyapur e-Seva Center
Waiting lounge Service counter
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INTERACTION WITH STAKEHOLDERS
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Interaction with center Manager Interaction with center Manager
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ANALYSIS OF THE AS-IS
1) Workflow
2) Technology
3) Statistics4) Critical Success Factors
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WORKFLOW OF eSeva
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ANALYSIS OF THE AS-IS
TECHNOLOGY
1) Dedicated point-to-point connectivity through BSNL network -
Leased lines of 2 Mbps & ISDN links of 128 Kbps.
2) Java-based applications - Front-End & Database is Oracle.
3) 3-tier architecture - Departmental servers (Tier 1), a data center(Tier 2) & clients (Tier 3).
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TECHNOLOGY
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ANALYSIS OF THE AS-IS
S.NO. DEPARTMENT NO. OF TRANSACTIONS NET AMOUNT
1. BSNL 54263 42344849.00
2.HMWSS 120083 74144537.94
3.
RTA 149179 1223487656.004.
TRANSCO 887470 773026595.00
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MAJOR TRANSACTIONS IN THEMONTH OFMARCH 2011
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OTHERS7%
ESEVA 2%
POLICE 2%
TTL 3%
GHMC 3%
BSNL 4%
HMWSS 8%
RTA 10%
TRANSCO 61%
NUMBER OF TRANSACTIONS
OTHERS
ESEVA
POLICE
TTL
GHMC
BSNL
HMWSS
RTA
TRANSCO
MONTHLY REPORT MARCH 2011
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MONTHLY REPORT MARCH 2011
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OTHERS 8%
POLICE 1%
TTL 2%
GHMC 3%
BSNL 2%
HMWSS 3%
RTA 50%
TRANSCO 31%
AMOUNT COLLECTED
OTHERS
ESEVA
POLICE
TTL
GHMC
BSNL
HMWSS
RTA
TRANSCO
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ANALYSIS OF AS-IS
CRITICAL SUCCESS FACTORS
1) Strong political and bureaucratic support
2) Citizen-driven
3) Powerful Strategy
4) Robust technical design
5) Economical Viability
6) Works 362 days a year
7) Extended working hours
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SWOT INTERNAL ANALYSIS
STRENGTHS
� Single Window Service Delivery System
� Robust technical architecture
� Easy access to citizens
� Dedicated manpower
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SWOT INTERNAL ANALYSIS
STRENGTHS
� SPANCO, the PPP partner is SEI CMM Level 3 & ISO 9001-2008
certified
� Trust & Support of the citizens in the system
� Basic infrastructure (building, land & furniture) provided by GOAP
� Can provide low cost solutions with Indian language support
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SWOT INTERNAL ANALYSIS
WEAKNESSES
� Performance issues of server (Scalability factor)
� Lack of basic amenities/facilities drinking water, restrooms
� Lack of motivation and incentives for employees
� Lack of security measures
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SWOT EXTERNAL ANALYSIS
OPPORTUNITIES
� Expansion of services to rural areas
� Addition of new services like Insurance Premiumpayment, banking facilities like loan applications, re-
payments, scholarship application forms
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SWOT EXTERNAL ANALYSIS
THREATS
� Growing Competition APOnline, CSC, Department Portal
� Resistance of government employees to GPR
� Plans of AP TRANSCO department to collect electricity bills
payment at the citizens doorstep
� Cyber Crime
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POSSIBLE IMPROVEMENTS
� Payment Mode - Telebanking
� Door-to-Door Service
� Central Repository System for Certificates will be developed within
a timeframe of 6 24 months� SLA should be redefined for new services added
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KEY RECOMMENDATIONS
BUSINESS PROSPECTS
� Mobile e-Seva should be introduced for inclusiveness
QUALITY SERVICE� Announcement of token number and counters
� Provision of Helpdesk
� Facility for physically challenged
� Provision of drinking water facility
� Trained Security Personnel
� Proper sanitation facilities
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KEY RECOMMENDATIONS
ANALYSIS OF AS-IS
� Process reforms in all the concerned departments
� Bar-coded identification of utility bills
�
SM
S f acility for tracking the status of certificates� SLA should be specific and detailed
� Effective Monitoring from the government side for Maintenance of
Infrastructure
MANPOWER ISSUES
� Increase the number of hardware maintenance personnel
� Improve coordination within the private organization SPANCO
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LIMITATIONS OF STUDY
� Study covered only 3 centers
� Field Study conducted only in 2 urban & 1 semi-urban centers
� Sample size is too small to arrive at conclusions
� Only inferences can be drawn� Only Monthly Report of Department Wise Collection Summary for
March 2011
� No conclusions can be arrived at with only this report
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REFERENCES
http://esevaonline.com
https://secure.aponline.gov.in/CitizenPortal/userinterf ace/citizen/ListOfServices.aspx
http://www.aponline.gov.in/MapsAPOnline/APOnlineCentersNew.aspx
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Q & A
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