e-SEVA  E GOVERNANCE CASE STUDY (BSCCSIT/BCA/MASTERS)

Introduction

e-Seva in Andhra Pradesh, Friends in Kerala, Sukhmani centres in Punjab, the Lok-Mitra project in Rajasthan, Coimbatore-Online in Tamil Nadu and Bangalore One in Karnataka are some of the pioneering G2C initiatives in India. E-Seva, one of the e-governance initiatives, officers a wide spectrum of citizen friendly service to save citizen the trouble of running around various departments.

e-Seva is, perhaps, the best example and one of the earliest attempts to take the benefits of e-governance to citizens. Pione-ered by the then IT secretary in Andhra Pradesh, J Satyanarayana, currently CEO of the National Institute of Smart Governance, and driven by the then chief minister, Chandrababu Naidu, e-Seva started as the TWINS project to provide multiple citizen-facing services of the government under one umbrella. Instead of citizens having to go from one department to another, multiple government services are provided under a single window. It is particularly of value to less-affluent and less-influential people, who do not enjoy the luxury of servants or peons who can spend time standing in queues.

e-Seva has several innovations to its credit. The people interface issue has been well addressed and the effects of re-engineering are there for all to see. The ambience is good, the place is clean, less noisy and there is an air-conditioned environment, uncluttered by dilapidated furniture. There is access to drinking water, facilities like ATM, internet kiosks and phonesthings one does not normally associate with government departments in India. The services are offered at dozens of centres, each with several counters, in a public-private-partnership model. The computers, printers and internet access are provided by the private operator, who is paid a fixed service charge for transactions completed at e-Seva counters, with the government providing the data.

Currently, the services include:

Salient Features of E-Seva

Following are the salient features of e-seva: 

• Provides real time online transactions.
• Integrated Citizen Service Centres (ICSCs) operates from 8 a.m to 8 p.m. on all working days and is open on Sundays and Second Saturdays also 9.00 a.m. to 3:00 p.m.
• Electronic queuing system and efficient transaction of business reduces waiting time.
• Distribution of centre in all major areas surrounding the city, likely to expand to other parts of the State also. 

Implementation Model-Public Private Partnership

This project has been implemented to a Public-Private Partnership model. The technology is based on a 3-tier architecture. The transactions are done on a real-time basis. The servers of different departments are connected to the e-Seva Data Centre, which is in turn connected to different ICSCs. The connectivity is provided through leased lines with ISDN line as backup. Transactions conducted at the ICSCs are recorded directly on the server of the department concerned, after duly according the same in the central server.

Each ICSC has 10-14 computerized manned counter with one PC, printer, bar-code reader per counter to handle the services.

Hardware and Software

• Two sun E250 servers with 100% redundancy and two Compaq ML 530 database servers with 100% redundancy.
• Oracle 9i AS database servers with 100% redundancy.
• Oracle 9i AS application server running on Sun Solaris 8
• Oracle 8i Release 3 database running on window 2000
• On firewall server
• One web applications server for portal 
• One web application server for portal
• One network monitoring server running Cisco works on windows 2000      
• Java based front-end
• Oracle backend in all departments.
• 10 kVA UPS for the clients in Khairatabad centre with one-how backup and 5VA UPS all the server in the data centre with 45 minutes backup
• 5 kVA UPS in all centres with 30 minutes backup
• 12 clients and 10 printers, including a laser printer and one PVC and printer for printing driving licences.

Service Centres

At present there are 46 e-Seva centres spread across the twin cities of Hyderabad  and Secunderabad and Rana Reddy District, and two bank branches of Andhra Bank and State Bank of Hyderabad, respectively. 

Extension to Districts

Regarding the replication of e-sewa in municipalities in the Stage, it was decided to expand the e-Seva services in all 117 municipalities in the state, which cover 85% of the population of the state.

Services Available

(i) Payment of utility bills

1. Electricity bills
2. Water and sewerage bills
3. Telephone bills
4. Property tax
5. Filing of CST returns
6. Filing of A2 returns of APGST
7. Filing of AA9 returns of APGST
8. Collection of examination fee, affiliation fee and recognition fee of Board of Intermediate.
9. Filing of IT returns of salaried class
10. Property tax of L.B. Nagar municipality
11. Property tax of Kuktpally municipality 
12. Property tax of Qutbullapur municipality
13. State of prepaid pacrking stickest of MCH. 

(ii) Certificates 

1. Registration of birth 
2. `Registration of death 
3. Issue of birth certificates 
4. Issue of death certification 

(iii) Permits/Licences

1. Renewal of trade licences 
2. Registration of new trade licences
3. Change of address of a vehicle owner
4. Transfer of ownership of a vehicle
5. Issue of learners' licences
6. Issue of driving licences (non-transport vehicles)
7. Registration of new vehicles
8. Registration of new vehicles
9. Quarterly tax payments of autos 
10. Quarterly tax payments of goods vehicles.
11. Lifetime tax payments of new vehicles.

(iv) Reservation 

1. Reservation of APSRTC bus tickets
2. Reservation of water tanker.

(v) Other services

1. Sale of passport application forms
2. Filing of passport applications
3. Sale of non-judicial stamps
4. Sale of trade licence applications 
5. Sale of national games tickersts
6. Sale of entry tickets for WTA
7. Sale of EAMC:ET applications.

(vi) Internet sevices

1. Internet-enabled electronic payments 
2. Downloading of forms and Government Orders.

(vii) B2C Services

1. Collection of telephone bill payments of TTL.
2. Sale of new AirTel Magic cards.
3. Top up/recharge of Air/Tel Magic cards.
4. Sale of entry tickets for tollywood star cricket
5. Sale of entry tickets for cricket match (RWSO) 
6. Filing of Reliance CDMA mobile phone connections
7. Sale of prepaid India Telephone Cards 
8. Sale of application for Model EAMCET

Additional Service Proposed 

1. Railway reservation

2. Sale of movie tickets 

3. Payments of traffic related offences 

4. payments of degree examination fees of Open University

5. Sale of I-CET applications

6. Online reservation of darshan tickets for Lord Venkateshwars at Tirumals

7. Collection of bill payments of Idea Cellular 

8. Collection of bill payments of HUTCH 

9. Issue of encumbrance certificate

10. Market value assistance

11. General insurance

12. Reservation of tourism tickets for accommodation   

13. Reservation of tourism bus tickets

14. Call center

15. Indian airlines ticket reservation

16. Life insurance premium payment 

17. Issue of caste certificate 

18. Sale of Indira Vikas patra

19. ATM services

20. Collection of bill payments

21. Renewal of drug licence

22. Issue of bus passes

23. Collection of trade licences of Labour department 

Conclusion 

In this case study on e-seva of Andhra Pradesh Government, we surveyed the salient features, details of services offered and proposed future services E-Sava is the most successful among all projects in India that have reached common man with essential services of the Government. Municipality and also Utility Companies all under one roof.

REF: E GOVERNANCE BOOK BY SCR PRABHU