Presentation On Providing Integrated Services in Semi-urban and Urban Areas Presented By

AMIT XAXA

E-Seva, Andhra Pradesh

Project Description: Organization Details
Focusing on 'service' from the citizens' point of view, the Government of Andhra Pradesh has sought to redefine citizen services through eSeva, using state-of-the-art technologies eSeva builds on the success of the TWINS pilot project launched in Banjara Hills, Hyderabad, in December 1999 and attempts to offer 'single window' service to the customer

Objective of the project:

The essence of eSeva is Integration of all departments of the central and state governments; in their delivery of services to the citizen from a single facilitation point

Scope of Project:
All service counters are facilitated with an electronic queuing
system. eSeva operates from 8.00 am to 8.00 pm, on all working days and 9.00am to 3.00pm on holidays (Second Saturdays & Sundays) No jurisdiction limits - any citizen can avail of the services at any of the 44eSeva service centres. Online services: eForms, eFiling, ePayments. Payments by cash/cheque/DD/credit card/Internet. Primary sector of ICT4D Project : Integrated services Secondary sector of ICT4D Project : Citizen services

 Project Coverage Area : Hyderabad/Secunderabad and Ranga Reddy District. All Saukaryam centres of the Visakhapatnam Municipal Corporation operate as 'eSeva Saukaryam' Services contemplated : The services offered include payment of property / water / sewerage tax / electricity bills, commercial tax, life tax and quarterly tax of Transport Department and APSRTC bus reservations Target Group : Citizens of all municipal towns and cities in AP. Project start date : 1999. Number of years Project has been running : Over 4 years now

Metrics and Impact:

Impact assessment of the project :Over 2 millions citizens are served every month as of June 2004

Conclusion:
Lessons learnt from the Project and Conclusion eSeva's Integrated Citizen Facilitation Centers are designed in a manner that can optimally meet almost all requirements of the citizen apart from providing Government an efficient way of delivery its services

Lok Mitra and Jan Mitra Projects from Rajasthan Project Description & Organization Details
The LokMitra is basically an urban centric project with thrust on utility payments and the JanMitra is more rural centric project with thrust on service delivery system. Since the basic objective of both projects of Rajasthan Government is same; it has been proposed by the Govt. that the replication of both UNDP sponsored LokMitra and JanMitra projects should be undertaken by integrating them so that the urban and rural masses can be served through a single project

Objective of Project:
JanMitra is an integrated e-platform through which rural population of Rajasthan can get desired information and avail services related to various government departments at kiosks near their doorsteps

Scope of Project:
The LokMitra project offers to the citizens services related to Payment of electricity bills, water bills, House, Tax & other fees apart from the Issue of Death and Birth certificates; Payments of Fee/Charges/Lease Money; Payment of Land and Building Taxes; Issue of Online Bus tickets; Payment of landline phone bills and payment of Cell-One phone bills

 Primary sector of ICT4D Project : Integrated services Secondary sector of ICT4D Project : Citizen services Project Coverage Area: LokMitra so far has been operational in Jaipur and JanMitra has been working in Jhalawar Target Group : Citizens from Jaipur and Jhalawar currently; however the projects are being extended to different parts of the state as well Project start date : LokMitra and JanMitra were both launched at different intervals in 2002 Number of years Project has been running : Over two years Technology Model Integration of the back-end District Center with the kiosks apart from integration of the rural services with an Urban-centric model has been adopted by the Rajasthan Govt

 Lessons learnt from the Project and Conclusions The crucial role played by the District Administration which is a major player in the whole process with different roles and responsibilities. On the one hand, it is a user department and on other hand it acts as a facilitator/administrator also. The second main role and responsibility of the District Administration is to have a vigilance control over all the departments. District Administration is also the owner of the application software as well as data apart from acting as backup of service provider