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Client Confidential
G T Venkateshwar Rao I.R.S.
ESD, ITE&C Department, Govt of Telangana
MeeSeva
India’s leading electronic service delivery platform
Client Confidential Client Confidential
MeeSeva was started in 2011 for providing G2C and
B2C services in an assisted service delivery mode.
2
• MeeSeva in Telugu means, ‘At your service’, i.e. service to citizens. And, the
meaning of MeeSeva embodies the objective of MeeSeva application.
• MeeSeva has redefined the way Government services are delivered to
citizens by bringing ~ 600+ services of 38 departments on a single platform.
• MeeSeva has taken government to the citizen’s doorsteps through
various touch points which include:
– 4500+ MeeSeva centers spread across the state
– A mobile app called T App Folio (launched in February 2018)
– A web portal for online users
• MeeSeva, through its 4500+ centres, is available in 5-10 km distance of
almost every citizen in Telangana.
• MeeSeva has served more than 12 Crore citizens till Dec 2018 since its
launch in November 2011. On an average about 1,00,000 citizens were
served per day.
2
Client Confidential Client Confidential
MeeSeva has been a key enabler in driving e-
transactions in Telangana.
3
2014 2019 2015 2016 2017 2011
MeeSeva platform
Commissioned
~3 Cr.
Txns ~5.5 Cr.
Txns
~7.8 Cr.
Txns
10 Cr.
Txns
15 Cr.
Txns
2018
12 Cr.
Txns
Dir
ect
Indir
ect
• Increased digital awareness among citizens which reflects in overall adoption of
technology among citizens.
• MeeSeva centres provide various other e-services like IRCTC ticket bookings
which lead to increased e-services count in the state
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Telangana is one of the fastest states to adopt
digital technologies for governance.
4
• Telangana state has been ranked 1st based on the number of e-transactions per 1000
population for the period of June 2nd 2014 to End of FY 19.
• The data is based on Govt of India’s e-Taal website
E-Transactions per 1000 population
Client Confidential Client Confidential
MeeSeva has separated Point of Service Delivery and
Point of Decision Making using ICT to improve the quality
of Citizen – Government interactions.
Pre-MeeSeva Scenario
• In developing countries like India, the citizen
service delivery has happened at
government offices wherein citizens are
required to visit multiple departments, often
multiple times to avail government services.
• These government department offices are
often located in District headquarters or
Village Panchayat, requiring citizens to
invest considerable time and money to avail
the service.
Post-MeeSeva Scenario
• MeeSeva was designed to address most of
the challenges that citizens were
encountering prior to existence of MeeSeva.
• Telangana used ICT to ensure citizens can
access government services, along with a
host of B2C services, within a 5 Km distance
from their residence.
• In addition to MeeSeva Centres, ESD has
also extended the availing of G2C services
through Web Portal and a Mobile App
Client Confidential Client Confidential
Citizens interactions with Telangana govt has been
transformed with reduction in all aspects of cost of Txns.
• Transparency in services like timeline, cost of the services, prerequisites of the
service, etc. is made known to everybody
• SMS to citizen at all stages; Tracking of application on web using Application ID.
• Agents & middlemen are removed.
6
Transparency
Accountability
Citizen
Convenience
Citizen
Friendliness
• Accountability of government to provide service in agreed timeline in a sequential
manner
• Clear communication to citizens about the status of their application.
• Citizen convenience of time & location, payment. ( 4500+ centers open from 8
am to 8 pm)
• No need to visit government offices. (saves time and cost for citizens)
• Jurisdiction less service i.e any where service. Citizen service is not linked to the
common physical presence of the citizen and the government officer
• No separate interactions with multiple offices
• Since MeeSeva is run by private persons who get commission for the services,
citizens are typically treated well. Well defined grievance redressal mechanism.
• MeeSeva premises are neat and well maintained. .
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ESD, Dept of ITE&C, acts the interface between
citizens and government depts. for service delivery
7
Multiple Delivery Channels
Assisted mode
Govt Managed
Centres Franchisee Centres
• 108 Centres
• Operated by Govt
• In Govt premises
• 4400 Centres
• Owned & operated
by VLEs
Independent mode
Online Portal T App Folio
G2C and B2C
services through
online portal
Services through
Smartphone, IVR,
USSD, SMS
ESD acts as the
interface for
services of various
departments
Client Confidential Client Confidential
MeeSeva transactions in the last 6 months of 2019.
# Month Total Transactions
1 Jan-19 33,18,481
2 Feb-19 29,28,420
3 Mar-19 27,89,065
4 Apr-19 24,52,831
5 May-19 27,97,467
6 Jun-19 35,54,353
Total 1,78,40,617
8
Client Confidential Client Confidential
MeeSeva is unique in several aspects which make it the
most successful and widely referred case study for e-
Governance initiative in the area of Service Delivery.
Scalability & Replicability
• Can be scaled up easily
leveraging the advanced
architecture designing of
MeeSeva
• Can be replicated by other
governments by
implementing the learnings
Recognition and Past Awards
• More than 200 national and international delegates have
visited MeeSeva in last 1 year to takeaway the learnings
• Year 2018: CSI-Nihilent Award under Sustenance Category
• Year 2018: WITSA Chairman's Award conferred by WITSA
World Congress on Information Technology (WCIT)
• Year 2018: National E-Governance Award by Govt of India
• Year 2018: Technology Sabha Award
Key Learnings that have been demonstrated by MeeSeva
• ICT can act as an enabler in improving the quality of delivery of citizen services.
• Citizens are willing to pay a nominal user charge in exchange of convenience for G2C services
• Digital awareness in one mode, in this case delivery of government services, results into creation
of a much wider digital awareness among citizens.
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Few snapshots
WITSA Chairman's Award conferred by WITSA World Congress on Information Technology
10
National E-Gov Award Delegation Visits
Client Confidential Client Confidential 11
Over years, MeeSeva has evolved into a more citizen
centric application undertaking a host of initiatives.
Technology
Changes Process Changes
T App Folio
SLA and
Performance
Monitoring -
MeeSeva
Dashboard
MeeSeva 2.0
1 2
3 4
These aspects are covered in detail in subsequent slides.
Client Confidential Client Confidential 12
Technology improvements
Multilingual Document
less SOA
Security Digital call
center
Unified
architecture
Data
analytics
Enterprise
Service Bus
ESD is incorporating several state of the art technologies
to improve the standards of service delivery in MeeSeva.
1
• ESD had selected a Service Provider through an OCB process in May’17
• The features are being rolled out in a phased manner with the launch of MeeSeva 2.0
started from 1st February 2019.
Client Confidential Client Confidential 13
ESD is incorporating several state of the art technologies
to improve the standards of service delivery in MeeSeva.
Process Changes
Better SLA
adherence
Improved
incentives Single S.P.
Quick issue
resolution
GIS
mapping
Improved
tracking
Reduced
SCAs
Accounting
Framework
2
• Reduced SCAs and rationalized user charges has resulted in higher earnings for VLEs.
• Financial reconciliation and various other processes have been standardized.
Client Confidential Client Confidential
• Conceptualized to ensure quick identification and resolution of issues
happening at any stage of MeeSeva
– Key officials of MeeSeva use this dashboard for assuring quality of service
delivery and SLA adherence by departments and officers.
– It is a tool for performance measurement of operators, departments, MeeSeva
centres and districts.
• Interactive MeeSeva dashboard is powerful tool to drive actions towards
achieving several aspects of improved service delivery. These include:
– Near real-time Monitoring the SLAs for efficient delivery of services to citizens
– Near real time monitoring of the service delivery by the Franchisees
– Near real time monitoring of performance Districts wise/department wise/service
wise etc.
14
MeeSeva dashboard provides insights on txns and SLA
which further drives actions to ensure service quality.
3
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Transaction Analysis 3
Client Confidential
SLA Analysis 3
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Governance in your
hands anytime,
anywhere
T-App Folio
Government of
Telangana
T-App Folio
4
Client Confidential Client Confidential
Thank You!