The e - Seva Project - Providing G2C Services in Andhra Pradesh (India)

Abstract

The case discusses eSeva (Electronic Service), an e-government project initiated by the state government of Andhra Pradesh (GoAP) in India. The eSeva project aimed at integrating and offering a wide range of government to citizen (G2C) services at a single location. The case highlights the objectives of the eSeva project. It provides detailed information on the implementation of the project, its IT architecture, and the hardware and software used. The case describes the G2C services offered by the GoAP and the benefits reaped by the citizens and the GoAP after the implementation of the project.

"Andhra Pradesh envisions to provide better services to citizens by establishing Simple, Moral, Actionable, Responsive and Transparent (SMART) government and transforming itself into a leading knowledge driven economy."

AP Government's Vision for E-Governance.

"I have always believed that IT should reach every person in the state. Through our CARD and TWINS projects we have already taken the government to the common man via IT usage."

J Satyanarayana, Secretary, Department of Information Technology, Government of Andhra Pradesh (AP).

In November 2002, Paul O'Neill (O'Neill), the US Treasury Secretary, visited an eSeva center in Hyderabad, the capital of Andhra Pradesh (AP). He was surprised to see such an advanced electronic service facility for citizens, located in a developing country like India. O'Neill commented, "I am very pleased and impressed by the effective use of technology to converge the services of federal, state and local government under one roof. I have not seen any thing like this before." O'Neill was only one of the few dignitaries who were impressed by the eSeva project, lauded as one of the most popular e-government initiatives in India. The project was appreciated by several other foreign dignitaries, including the former US President, Bill Clinton, and Microsoft's Chief Software Architect, Bill Gates.

The number of transactions per month on all eSeva centers in Hyderabad increased from an estimated 4800 transactions in August 2001 (the first month of its launch as a full-fledged e-government project) to 7,50,000 transactions in February 2003.

However, the project had not yet been launched in other cities of AP. In spite of its popularity, the eSeva project was criticized by the Controller and Auditor General of India (CAG) in its 2001-02 annual report, for lack of transparency in the implementation of the project. The report identified several flaws in the project and sought appropriate clarifications from the GoAP.

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        Case Code   ITSY027
   Case Length    18 Pages
              Period    1999 - 2003
 Organization     AP Government
        Pub Date     2003
Teaching Note    Not Available
     Countries    India
      Industry    Information Technology

Issues

• Identify the relevant areas in which e-government initiatives can be helpful in a large state of a developing country.

eSeva, Electronic Service, e-government, project, state government, Andhra Pradesh, GoAP, integrating, government to citizen, G2C, single location, objectives, IT architecture, hardware, software.

Please note:

This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.