MeeSeva - Case Study - Updated PDF

Case Study
Mee Seva (At Your Service) - Easier and Faster
Department of Information Technology and Communications,

Government of Andhra Pradesh
Date – March, 2014
Name of Authors/Content creators
PricewaterhouseCoopers
MeeSeva (At Your Service)
1. EXECUTIVE SUMMARY
On a hot May afternoon, 40 year old Ramaana was waiting at her village bus stop for the
bus to take her to Warangal district. The modest bus shelter barely insulated her and the
others from the sweltering heat waves. Adding to her woes was the 2 hours wait for the
bus, in addition to a three hours bus journey that awaited her. She had to rush to the
land records office to get the recent RoR (Record of rights) for availing farm subsidy. She
only hoped that the land records office wasn't over crowded.
Ramaana finally reached the district office in the afternoon. After again waiting for over
an hour, she finally met the officer, who took her application and asked her to come back
after a week. Ramaana knew another misery day is soon to come.
When she returned after a week, the officer was on leave. It was only after another couple
of visits and a week's time later that she got the RoR. She felt relieved, but she prayed no
one should endure what she had gone through, just to get her rightful piece of document.
Ramaana‟s experience wasn't unique - this was the general picture in Andhra Pradesh,
wherein Government service delivery was manual, untimely and opaque. Government
offices were over-crowded; approaching officials for any service delivery matter was a
nightmarish task. The government records were scattered in thick files and old
documents. On top of this, corruption was rampant; people were forced to pay hefty
commissions to agents if any outcome was to be achieved.
In this environment, Mee Seva was conceptualized to radically alter the entire service
delivery eco-system. Mee Seva brought about a convergence of all the NeGP initiatives in
rendering G2C services in a transparent, fast and secure way. It relooked into age old
practices and allowed their reengineering.
Mee Seva is seen as a realization of the direct and manifested will of the citizen. The
political leadership channelized the demand generated by the people into the effective
delivery of citizen-centric services. It also allowed a relook into age-old archaic
procedures, which were no longer relevant. The reengineering of the business processes
of the departments became both the pre-requisite as well as the byproduct of Mee Seva.
The efficiency levels of departments have also increased as IT deployment drastically
reduced their avoidable workload.
Effectiveness of Mee Seva can be measured in the satisfied eyes of the citizen taking this
hassle-free service to realize the true vision of democracy. With Mee Seva in place it will
also be possible to implement and monitor the Right to Services Act, which is in the
offing. Although there have been experiments in delivering public services in the past, a
model like Mee Seva for the whole country offers the most advanced, state of art, simple
and cost-effective solution to meet the aspirations of the teeming millions in the country.
Disclaimer: This case study has been prepared solely as a basis for class discussion. This case is not intended to
serve as an endorsement, a source of primary data, or an illustration of effective or ineffective management.
The publication may not be digitized, photocopied, or otherwise reproduced, posted or transmitted, without the
permission of DARPG.
2. INTRODUCTION:
Under pressure to improve the standard of governance, the Government of Andhra

Pradesh came up with the idea of MeeSeva. The aim was to think out of the box and push
services to citizens instead of the age old convention of citizens lining up in front of
government desks and waiting for their turn. The objective was to have a two pronged
approach which will help the government to deliver with quality and at the same time
reduce the amount of management and organization required internally to deliver that
quality. Further, it was essential to frame the solution with the intention of downsizing
overall effort and that was only possible by bringing together all the delivery channels
into an integrated model, with a single window that citizens could approach for multiple
services, thus making citizens the prime focus of governance.
Mee Seva” in Telugu means, „At your service‟, i.e. service to citizens. This is a „good
governance‟ initiative that incorporates the vision of National e-Governance Plan
“Bringing Public Services Closer to Home” and facilitates single entry portal for entire
range of G2C & G2B services. Mee Seva is providing faster, easier and transparent access
to various G2C services through more than 6000+ kiosks by utilizing Information &
Communication Technologies. It‟s an Integrated One Stop Solution for 90 Million
Citizens to approach Government for all their pressing needs.
The Project brings in an integrated architecture through multiple service delivery outlets
by fusing in the various pre-existing state Mission-mode initiatives like State Data Center
(SDC), State Wide Area Network (SWAN) and Common Service centers (CSCs) of the
National eGovernance Plan (NeGP) of Government of India. Mee Seva also adopts the
concept of central pooling of all Land records, Registration records and records of Socio-
economic survey, digitally signed and storage of electronic records. All the documents
rendered are digitally signed and electronically verifiable making them tampers proof.
The project also brings in strict adherence to citizen charter time limits.
The kiosks are run by self-employed youth in the remote corners of the state who besides
eking their livelihood provide a decentralized self-governance backbone to the
administrative system. With 4000 horizontal links of 14 Government Department offices
added to the APSWAN (AP State Wide Area Network), it has now been fully utilized and
plans are afoot to upgrade the district-mandal link to 4Mbps. Nowhere in the Country
has this been achieved.
Mee Seva currently has 157 high impact services, which would go up to more than 300 in
the next 6 months. The project has already completed 2.5 crore transactions and most of
the government departments are now on board. The target is to ensure that Mee Seva
becomes the entry and exit point for the citizen to approach the government for any
service. Besides this, project also delivers more than 20 crore transactions every year for
other services like Bill Payments besides a big range of B2C services making it the
country‟s biggest one stop e-governance shop. Mee Seva centers are now also providing
Business Correspondent Services to various banks and achieving financial inclusion for
the citizens. This is significant because of the large scale Aadhaar based DBT roll out in
the country.
3. OVERVIEW OF THE PROJECT OWNER
 Details of the owner(s):
Shri Sanjay Jaju, the owner of the project as the Secretary of IT&C department, was the
winner of top honors and coveted prizes during school and a national scholar at the plus
two levels. Inspite of standing at an AIR of 520 in IIT, he chose REC-Bhopal for a degree
in Mechanical Engineering. An avid debater and quizzer, Jaju was also a superb
sportsman and a part of every team on and off the field.
Sanjay Jaju, an IAS from the 1982 batch, has held various important assignments in the
State including Collector and District Magistrate of West Godavari district,
Commissioner of Hyderabad Municipal Corporation and Civil Supplies Department
Commissioner. He has also authored and presented many papers on various platforms
on subjects as diverse as livelihood to e-Governance.
 Details of his current position/managing unit:
In his current role as Secretary of Information Technology, Electronics and

Communications Department (ITE&C), he has led the way for implementation and
successful operation of the MeeSeva project.
 His experience on the project:
After taking up the Herculean task of large scale transformation, Sanjay Jaju made sure
that no stone was left unturned in the effort to implement this ambitious project. It is
needless to say that the road to success was full of challenges and hurdles.
As the head of the department, he pioneered a baseline study, the result of which said
that MeeSeva would not survive until all departments were brought under the scope of
this project. His strong will to implement the project helped get backing from the
political leadership of the state who spread the vision for this project and encouraged the
IT&C department to execute the project.
Very rightly, he took the most important step of introducing the Electronics Service
Delivery (ESD) Rules to provide legal sanctity to digital records followed by an
imposition of a 3 year timeline for departments to switch to electronic delivery. Further
he set up District e-Governance Societies which were given the prime responsibility of
spreading awareness about the initiative at grass root level of the government hierarchy.
The initiative was made popular by resorting to Electronic Media, Television, Print
Media and Display Boards. In addition to these, measures were established for strict
monitoring of the services to mange and minimize inefficiencies in the system.
Departments and Kiosks were provided with high speed 2Mbps connectivity through
APSWAN and the Internet.
This diligent effort from the IT&C department has ensured that more than 300 high
impact services spread across 32 departments are covered. Approximately 2.5 crore
transactions have been made and the project delivers 20 crore transactions every year for
other services like Bill Payments, thus making it the country‟s biggest one stop e-
governance shop.
4. PROJECT OVERVIEW / HISTORY OF THE PROJECT
 Overview/History:
The Information Technology and Communication infrastructure in AP was growing at a

brisk pace. Information Technology is generally being considered as an essential and
indispensable instrument to accomplish the objective of rejuvenating existing
Government Service delivery mechanism for good Governance. GoAP had initiated e
Seva in 2001 with the intention to provide convenience to citizens incorporating IT
driven systematic changes in government procedures. e-Seva was started to provide bill
payment services for various Government Departments and Private organizations in
urban parts of the State. Though e-Seva succeeded in reducing the drudgery of bill-
payments, it was still serving like a 'post-office'; accepting applications, sending by post
to the concerned office, receiving back and then handing over to the citizens without any
integrated service delivery model.
Subsequently Common Service Centers (CSCs) were established to extend similar

benefits to the rural Citizens of the State as part of the National e-Governance Project
(NeGP) of Government of India. But lack of services roll out and general apathy of the
departments made them completely unviable and hardly anybody survived. The
infrastructure created under NeGP like State Data Center, State Wide Area Network was
also grossly underutilized.
The process of metamorphosis of e-Seva to Mee Seva started with this backdrop. The
idea was to make use of the infrastructure created and push various departments to align
with such thinking. The selection of departments depended on the extent of citizen
centricity of such departments. The focus of e governance was tweaked to identify the
services and set in motion a process of business process reengineering to support such
service delivery. Mee Seva was brought in to bring in true convergence of all the NeGP
initiatives in rendering G2C services in a transparent, fast and secure way.
 Situation in Project Owner’s State/ District
Before Mee Seva started, Government service delivery systems were manual and opaque.
Citizens recalled memories of difficulties in accessing Government offices mired in
tedious office processes and longer time lags in service delivery. Scenes of overcrowded
government offices with unfriendly employees combined with chronic absenteeism,
inefficiency in service delivery, long queues, resultant delays and rent seeking were
common. In addition, the focus in administration was more on following procedures and
keeping records than catering to the needs of citizens; thus losing the vision and treating
citizen as subject rather than object of development.
The power of IT was primarily under-utilized and most of the departments had
ineffective interfaces for service delivery to the citizens. Government employees too were
not satisfied as the system induced drudgery and lack of occupational motivation was
affecting overall productivity.
For establishing Mee Seva as a citizen‟s one stop e-governance shop, it was important to
integrate IT&C with the other government departments which had high public interfaces,
like Revenue, Police, Urban Local Bodies, Health, Education, Social welfare, Rural
Development etc. Convincing other departments and bringing them under the Mee Seva
umbrella was perhaps one of the most challenging tasks.
There was no view to the issues and problems faced by the citizens while accessing
information/services/benefits from these departments.
5. STAKEHOLDERS AND THEIR CONCERNS:
For the successful implementation of the project it was essential to identify the key
stakeholders and understand their concerns. Some of these stakeholders have been
mentioned here:
Government Departments
 Dept. of Information Technology and Communications: Initiated, conceptualized and

implemented the project
 Other Government Departments: Reorganized their service delivery through the

MeeSeva model
Citizens
Citizens showed extensive cooperation by adapting to the new system, submitting the
required documents, paying the stipulated fee, checking for regular updates on services
extended and service levels.
Technology Solution Provider: NIC
Authorized Service Providers: Ensured smooth functioning of Mee Seva
Media: Helped with the required publicity of MeeSeva, especially in rural areas
Beneficiaries: Citizens, businessmen & the Governance system at large
 Steps/ action taken at the state/ district level to address the problem:
The government came out with a Governance Reforms and Public Management Strategy
with a commitment to transform governance and provide a citizen centric, clean,
genuine and caring government. The strategy focused on commitment, accountability,
responsiveness and inclusiveness of the governance systems. The approach of GoAP
aimed at establishing an accountable and transparent public administration system,
which could ensure effective service delivery to the citizens, both rural and urban. In
order to bring in accountability, transparency and responsiveness in administration, the
GoAP undertook a baseline study involving various stakeholders as discussed below:
 Identifying Focus Departments

The government departments with high public interface were identified, which
included Revenue, Police, Urban Local Bodies, Health, Education, Social welfare,
rural development etc. Issues and problems faced by the citizens to access
information, services and other benefits from these departments were identified.
Special teams were set up to play a key role in facilitating the process of change
required for heralding governance reforms in the concerned departments in specific
and across the government in general.
 Citizen Concerns
Delivery of Government services to citizens (G2C) is one of the most important
functions of Government. Resident records are required for various purposes like
claiming reservations, loans from Banks, scholarships and other social benefits. Due
to large demand and lack of transparency and monitoring in the processing of

request, corruption was breeding along with the mushrooming of various agents and
touts holding the citizen to ransom in a monopolistic environment.
Another key step from the state came in the form of District e-Governance societies
that were formed, registered and empowered to function as nodal agencies for the
implementation of Mee Seva.
6. MODALITIES OF THE NEW SYSTEM (SOLUTION)
 Details of the solution(s) that is implemented:
At the kiosks, citizens request for services. These requests are routed through the web
services to the respective departments. For the services offered by any department,
the department user has to log into either the departmental portal, if it exists or Mee
Seva directly with secure user id, password and digital certificate wherein he can see
all the requests submitted by the citizens at various Centers like APOnline/e
Seva/CSC. The entire process is through a single sign on for allowing seamless
movement through various interfaces and systems. The software is hosted at State
Data Centre.
The department user processes all the requests by conducting field verification and
updates the status and remarks accordingly on the Mee Seva portal. The project
works on an Integrated Service Delivery Model to provide a single entry point for a
wide range of services to the citizens, “easier and faster”.
For getting proper feedback, Mee Seva Request Tracking System (MRTS) has also
been introduced for automatic tracking of requests. It is a web based Ticket and
Change Request raising and tracking tool. The system facilitates tracking of requests
“who requested what-when requested-what was done to address the request-who
handled the request-how much time it took them”.
Besides this, 1100 – call center number was used. Online discussion forum, helpdesk
email ID, PMU email ID and field surveys were initiated to generate maximum
feedback.
 Innovativeness:
o Digital signing of databases including bulk signing - Using the newly

developed web-based application, the data ported to the central databases was pre-
signed digitally.
o Single sign-on - It was implemented so that the departmental user moves
seamlessly between departmental and Mee Seva application.
o State Electronic Certificate Repository (SECR) - All the certificates and
documents issued by Mee Seva were stored at a virtual location called SECR. SECR
was placed in the public domain for verification of the certificates (issued under Mee
Seva) using the unique Application number.
o Secured stationery - Secured stationery with 8 security features was used to
deliver the certificates, to make duplication difficult.
o Government Process Re-engineering (GPRs): Government process re-
engineering was done to improvise overall efficiency of Government service delivery.
The GPRs were identified in various departments and implemented in various
dimensions including technology, human resources, organization procedures etc.
o WEBLAND: Webland system is a web based, centralized land records management
system aimed at efficient management of land records and providing quicker and
Across-The-Counter services to citizen.
o Centralized CARD Application: Digital document repository of various

registration documents was available with Registration Department in respective
SRO offices in a decentralized mode since 1983. From August 2012 onwards
department had put efforts to convert distributed database into centralized database,
which contained 2.11 crores various registration documents till date.
 Technology Platform used:
Technology & Architecture
Mee Seva utilizes web based application hosted at State Data Centre to deliver services to
citizens at CSCs and Kiosks. Individual departments log on to the web application via
internet and access various modules to deliver required certificates and services to
citizens.
Citizens' certificates and other documents are digitally scanned and stored. While
delivery to citizens, these documents are digitally signed using secured digital signatures.
An illustrative of the Technology architecture has been depicted below:
 Security concerns :
The entire ownership of the data vests with the Department itself. All the data is located
at the highly secured environment in SDC. Additional hardware has been provided to
some Departments from IT&C on need-basis.
At the application level, Mee Seva application has been security-audited initially by a
Cert–in certified Agency and by STQC and the deficiencies rectified.
Class-3/ Class-2 digital signatures have been issued to all the Departmental officers and
kiosk operators for accessing Mee Seva portal for delivery of services.
All critical servers accessible via internet are being protected by a router or firewall
approved by the information technology and communications department.
 Service level Agreements (SLAs):
All the services were categorized as Category A and Category B. The entire Category A
services have to be given in 15 minutes, while time for Category B services varies as per
the Work-flow required with respect to department. Electronic Queue Management has
been introduced so as to monitor the timely delivery of services. The Citizen Charter
boards have been placed in all the Common Service Centers across the State.
 Measures to ensure the applicability:

A Table showing the adherence to SLA's is given below. It can be seen that 76 % of
the Cat. B services have been rendered within SLA. The entire system is being re-
visited and attempts are being made to improve this number further.
Immediate Problem Resolution has helped a long way in building confidence and
stabilizing the application. The following Problem Resolution techniques have been
adopted in Mee Seva –
 Mee Seva Request Tracking System (MRTS): MRTS has been introduced for
automatic tracking of requests. It is a web based Ticket and Change Request
raising and tracking tool.
 1100 - This is the call center number. The customers can call this Call number
and register their complaints or seek information.
 Online Discussion Forum with FAQ
 Help Desk email ID
 PMU email ID ([email protected]): A single email id: has been created
and circulated among the kiosk operators, department officials and the citizens.
 Field Surveys: The feedback from the beneficiaries is being obtained periodically
by teams visiting the field centers. This has further evolved and strengthened the
eco-system to deliver within defined timeframe.
 Measures to ensure Replicability/ Scalability:
 Replicability at State level - Both vertical and lateral expansions have become
very easy and are a plug and play job. The addition of departments, districts,
services, kiosks have achieved scale, scope and learning economies. This is
illustrated by the expansion of Mee Seva from 1 district, 100+ centers, 10
services and 2 departments to all 23 districts, 7000+ centers, 300 + services and
32 departments in just two year‟s time.
 Replicability at National Level: The Government of India has already sanctioned
grants to AP to replicate Mee Seva in 5 states. Taking inputs from, Mee Seva the
eDistrict MMP was redesigned for replication across the country.
 Capacity Building model used:
IT&C Department has collaborated with IEG, Hyderabad for organizing trainings to
kiosk operators and department officials on Mee Seva services. Training schedules are
prepared and communicated to government offices and kiosk operators, who can
accordingly plan to attend the training. The capacity building team of IT&C department
has trained more than 14,000 government officials and kiosk operators.
7. IMPACT ON THE STAKEHOLDERS/BENEFICIARIES
 Cost benefit analysis:
The project was launched with an initial seed investment of Rs 9 Crores. With about 2.5
Crore transactions by now, project has already made more than Rs 70 Crores in user fees
and recovered the entire initial investment.
As of now, there are more than 1 Lakh transactions per day, which would rise up to 2
lakh transactions per day, or 6 crore transaction per year with additional services.
Assuming a citizen saves Rs. 1000 per transaction, the annual savings of the citizens is a
whopping Rs. 6000 crores!
 Value delivered (qualitative and quantitative):
 To Organization:
Mee Seva has revamped the service delivery mechanism across the departments,
making it more citizen centric and time bound. Further the massive State ICT
Infrastructure is being utilized to provide Mee Seva services to the citizens at the
nearest doorstep.
 To Citizens:
Mee Seva has really made service delivery very convenient for the citizen. Prior to the
launch of Mee Seva project, applicants used to visit the respective departments
multiple times to avail services. After the implementation of Mee Seva, 37% of the
applicants are able to get their certificates within one visit, in most cases across the
counter in 15 minutes. In other cases, applicants need to visit the Mee Seva Center
only two times to avail the services.
Under Mee Seva, multiple feedback platforms (24 X 7 call Center, Forums, Social
Media etc.) are made available, where citizens can directly contact service providers
for registering their feedback.
8. FUTURE ROADMAP / SUSTAINABILITY
 Proposed future roadmap
Going ahead, services will be rendered through the Mee Seva portal. Scanned documents
will be delivered online, and may be printed by the User at his convenience. Moreover,
with mobile penetration on the ever rise, a light-weight mobile version of this application
is also envisaged.
 Sustainability
 Economic Sustainability
The project had an initial budget of Rs 9 Cr; it has however already recovered this
amount by making Rs 70 Cr through about 2.5 Cr transactions.
 Technical Sustainability
The application and data are hosted at AP SDC, providing 24/7 availability and secure
environment. Moreover, the connectivity is based on the SWAN network, thereby
enabling operations under a reliable and sustained environment.
9. ANNEXURE(S):
EXHIBIT – 1 – Glossary
Sr. Abbreviation Explanation

1. APSWAN Andhra Pradesh State Wide Area Network
2. B2C Business to Citizens
3. CSC Common Service Centre
4. DBT Direct Benefits Transfer
5. ESD Electronic Service Delivery
6. FAQ Frequently Asked Questions
7. G2B Government to Business
8. G2C Government to Citizens
9. G2G Government to Government
10. GPR Government Process Re-engineering
11. IEG Institute for Electronics Governance (Hyderabad)
12. IT&C Information Technology & Communications Department
Department
13. MRTS Mee Seva Request Tracking System
14. NeGP National eGovernance Plan
15. NIC National Informatics Centre
16. SDC State Data Centre
17. SECR State Electronic Certificate Repository
18. SLA Service Level Agreement
19. STQC Standardization Testing and Quality Certification (STQC)
Directorate, under Department of Electronics and Information
Technology(DeitY)
20. SWAN State Wide Area Network
EXHIBIT – 2 – Categorization of services
Since the first priority was to deliver services across the counter, services were
categorized into Category A and B. Cat A service was to be delivered across the
counter. More than one third of Mee Seva transactions were category A, thus making
it easier for citizens to get their tasks done in a single visit.
Category A services examples:
Sr. Category Departm Earlier scenario After MeeSeva

A ent Visits Duratio Visits Duratio
services n (days) (across n
the (Minute
counter) s)
1. Current Revenue Multiple 5-10 1 15
Adangal /
Pahani
2. Integrated Revenue Multiple 30 1 15
Caste
Certificate
3. Certified Registrati Multiple 15-20 1 15
Copy Of on
Registratio
n
Document
4. Birth Municipal Multiple 5-10 1 15
Certificate ity
– CDMA
5. RoR - 1b Revenue Multiple 15-20 1 15
Category B services
Sr. Category B Department Earlier scenario After MeeSeva

services Visits Durati Visits Duration
on to (Days)
(Days) kiosks
1. Missing / Lost Police Multiple 21 2 7
Documents /
Articles Police
2. Income Revenue Multiple 15 2 7
Certificate
3. Ration Card Civil Supplies Multiple 15 2 7
Mutations
4. Mutation Revenue Multiple 45 2 45
5. Encumbrance Registration Multiple 5 2 1
Certificate
EXHIBIT – 3 – Feedback mechanism
EXHIBIT -4 – Comparative Analysis of earlier and new system
S Criterion Before Mee Seva After Mee Seva

r
1. Business Process  Manual department  Reengineered processes
Reengineering functioning and service enabling time bound service
delivery delivery
 Lack of consolidated  Web based application and
citizen data; majority of centralized data storage
data and information was  SLAs and citizen charters to
in paper files achieve citizen centric
 Lack of service levels service delivery
 Process centric rather  Multiple delivery channels -

than citizen centric way of kiosks, CSCs, online
delivering services
 Only Govt. office as the
sole service delivery
channels
2. Change  Status quo was  Individual dept. specific
management maintained in the way changes in processes
govt. service delivery  Training of employees
functioned  Use of print and audio-
 Strong resistance to visual media for Mee Seva
change publicity
 Continued change
management activities
3. Outcomes achieved  Multiple visits required to  Key services delivered across
get services the counter in 15 minutes
 Huge time window -  Other services governed by
ranging from days to SLAs, assuring delivery
months within days
 No assurance of outcome  Maximum 2 visits required
after spending valuable  Removal of middlemen
time  Saving in efforts and time
 Bothersome middle men  Reduction in corrupt
and corruption practices
4. Benefits -  More than Rs 70 Cr earned
by about 2.5 Cr transactions
 Huge savings in citizens'
time, effort and money
5. Legal changes -  Andhra Pradesh
Information Technology
Rules (Electronic Service
Delivery), 2011, providing
legal sanctity to digitally
signed certificates
 Significant changes in rules
regarding service delivery
timelines, costs and citizen
data storage (allowing
centralized storage of
scanned documents)

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Case Study

Mee Seva (At Your Service) - Easier and Faster

Department of Information Technology and Communications,

Name of Authors/Content creators

Under pressure to improve the standard of governance, the Government of Andhra

3. OVERVIEW OF THE PROJECT OWNER

 Details of the owner(s):

 Details of his current position/managing unit:

In his current role as Secretary of Information Technology, Electronics and

 His experience on the project:

4. PROJECT OVERVIEW / HISTORY OF THE PROJECT

The Information Technology and Communication infrastructure in AP was growing at a

Subsequently Common Service Centers (CSCs) were established to extend similar

 Situation in Project Owner’s State/ District

5. STAKEHOLDERS AND THEIR CONCERNS:

 Dept. of Information Technology and Communications: Initiated, conceptualized and

 Other Government Departments: Reorganized their service delivery through the

Technology Solution Provider: NIC

Authorized Service Providers: Ensured smooth functioning of Mee Seva

Beneficiaries: Citizens, businessmen & the Governance system at large

 Identifying Focus Departments

to large demand and lack of transparency and monitoring in the processing of

6. MODALITIES OF THE NEW SYSTEM (SOLUTION)

 Details of the solution(s) that is implemented:

o Digital signing of databases including bulk signing - Using the newly

o Centralized CARD Application: Digital document repository of various

 Technology Platform used:

Technology & Architecture

An illustrative of the Technology architecture has been depicted below:

 Service level Agreements (SLAs):

 Measures to ensure the applicability:

 Measures to ensure Replicability/ Scalability:

 Capacity Building model used:

7. IMPACT ON THE STAKEHOLDERS/BENEFICIARIES

 Cost benefit analysis:

 Value delivered (qualitative and quantitative):

8. FUTURE ROADMAP / SUSTAINABILITY

 Proposed future roadmap

Sr. Abbreviation Explanation

EXHIBIT – 2 – Categorization of services

Category A services examples:

Sr. Category Departm Earlier scenario After MeeSeva

Sr. Category B Department Earlier scenario After MeeSeva

3. Ration Card Civil Supplies Multiple 15 2 7

EXHIBIT – 3 – Feedback mechanism

EXHIBIT -4 – Comparative Analysis of earlier and new system

S Criterion Before Mee Seva After Mee Seva

 Process centric rather  Multiple delivery channels -

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