MeeSeva - nceg.gov.in

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.

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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


Telangana is one of the fastest states to adopt

digital technologies for governance.

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• 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


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


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.

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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. .


ESD, Dept of ITE&C, acts the interface between

citizens and government depts. for service delivery

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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


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

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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.


Few snapshots

WITSA Chairman's Award conferred by WITSA World Congress on Information Technology

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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.


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.

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• 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.


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

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• Reduced SCAs and rationalized user charges has resulted in higher earnings for VLEs.

• Financial reconciliation and various other processes have been standardized.


• 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.

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MeeSeva dashboard provides insights on txns and SLA

which further drives actions to ensure service quality.

3

Client Confidential

Transaction Analysis 3

Client Confidential

SLA Analysis 3


Governance in your

hands anytime,

anywhere

T-App Folio

Government of

Telangana

T-App Folio

4


Thank You!

Documents

MeeSeva - nceg.gov.in