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

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Case Details:

Case Code : ITSY027
Case Length : 19 Pages
Period : 1999 - 2003
Pub Date : 2003
Teaching Note :Not Available
Organization : AP Government
Industry : Information Technology
Countries : India

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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.

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Excerpts Contd...

The eSeva Project

The good response for the pilot project encouraged the GoAP to open similar ICSCs in other parts of Hyderabad. The task of developing the ICSCs was entrusted to Ram Info and CMS Computers Ltd...

Solving the Teething Problems

One of the primary reasons for the problems faced by the eSeva project was that the government departments whose services were offered through the eSeva centers did not inform their field staff that receipts issued for the payment of bills through eSeva centers were valid...

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The Benefits

The implementation of the eSeva project benefited both the GoAP as well as the citizens of the twin cities. The project enabled the GoAP to provide services quickly at a low cost. Since the project introduced a new channel for interaction with the citizens, the volume of G2C services increased...

The Current Status and The Future Plans

In March 2003, eSeva received the ISO 9001:2000 certification, a significant achievement for the project. By June 2003, the GoAP had established 36 eSeva centers in the twin cities. Given the increasing popularity and demand for the centers, the GoAP announced that it would open an additional 20 centers in the twin cities by December 2003...

The Criticism

In April 2003, the Controller and Auditor General of India (CAG) released the annual report for the year 2001-02. This report criticized the GoAP for several discrepancies while implementing the eSeva project...

Exhibits

Exhibit I: The Vision for IT of The GoAP
Exhibit II: E-Government Initiatives in AP
Exhibit III: Services Offered Through Twins
Exhibit IV: The IT Architecture of eSeva
Exhibit V: eSeva IT Architecture
Exhibit VI: New Services Offered Through eSeva

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