A Metadata-based Integrated Service Delivery Framework

ByMr.Mishra, NIC BBSR.

ServicePlus

http://serviceonline.gov.in Generic and configurable application to provide an

electronic delivery for the services. Provides a single, unified, metadata-based portal

to citizen and government alike where any service can be defined, accessed, delivered and monitored

Built-in mechanism for redressal of grievance related to deficiency or failure of service delivery

Can be used by any entity (RLB or ULB or Line Department) of government.

Features Facilitates Government

◦ Define services ◦ Quick, efficient and transparent delivery of services to citizens and

in efficient monitoring of service delivery◦ Address immediate attention to delays in each step of service

delivery through Auto-escalation so that overall SLA of the service is met

◦ Make official transactions more secure through the use of digital signatures

◦ Monitor the performance of individual functionaries◦ Define its Grievance Redressal Policy as per the State’s Service

Delivery Act in terms of provisions for designated officers, appellate authority, Revisional Authority and duration for grievance redressal

◦ Define Government kiosk policy in terms of their role and charges◦ Advertise for kiosk operators and approve them based on pre-

defined selection criteria

Features continued Facilitates Citizen

To receive service at door step, to access all types of services through a single portal

To register and define his profile and also manage a repository of all enclosures

To query the system on his/her entitlement to various services across the country

By sending proactive alerts on the launch of new services based on registered profile and by providing frequent updates over e-Mail and SMS on the status of the submitted application

By providing easy access to application form with detailed checklist and instructions for filling up the same

By obviating the need to submit the same documentation again and again to the Government for same or different services

By providing an integrated online grievance submission and redressal facility

Features continued

Facilitates Kiosks◦ To apply against advertisements for kiosk operator services◦ Provide services to citizens using secure user credentials ◦ Manage financial transactions with the Government

Technical features◦ Integration with payment gateways ◦ Output Certificates with 2D bar codes◦ Digital Signatures for officials

Features continued

General Features◦ Service Management◦ Service Customization◦ Citizen Registration◦ Kiosk Operator Registration◦ Third-party Software application integration

Case -1 Citizen books a complain. (Application Form) Junior Engineer (JE)- (Designated Officer) receives the

complain. (Acknowledgement Form) JE assigns the job to Self Employed Mechanic (SEM). (AT-1

Form) SEM rectifies the problem and reports to JE. (TA-1 Form) JE reports to Citizen.

Process flow of Repair of Hand Pump

Case-2 Citizen books a complain. (Application Form) Junior Engineer (JE)- (Designated Officer) receives the

complain. (Acknowledgement Form) JE assigns the job to Self Employed Mechanic (SEM). (AT-1

Form) SEM reports JE regarding the problem and requests for support

(like material). (TA-2 Form) JE reports the problem to Assistant Engineer (AE) mentioning

the support required by SEM. (TA-3 Form) AE supplies the material to JE and JE to SEM. SEM rectifies the problem and reports to JE. (TA-1 Form) JE reports to Citizen.

Case-3 Citizen books a complain. (Application Form) Junior Engineer (JE)- (Designated Officer) receives the

complain. (Acknowledgement Form) JE assigns the job to Self Employed Mechanic (SEM). (AT-1

Form) SEM reports JE regarding the problem and requests for support

(like material). (TA-2 Form) JE reports the problem to Assistant Engineer (AE) mentioning

the support required by SEM. (TA-3 Form) AE reports to Block Development Officer mentioning the support

(like purchase of material). (TA-4 Form) BDO supplies the material to AE. AE supplies the material to JE. JE supplies the material to SEM. SEM rectifies the problem and reports to JE. (TA-1 Form) JE reports to Citizen.

Case-4 Citizen books a complain. (Application Form) Junior Engineer (JE)- (Designated Officer) receives the

complain. (Acknowledgement Form) JE assigns the job to Self Employed Mechanic (SEM). (AT-1

Form) SEM reports JE regarding the problem and requests for support

(like material). (TA-2 Form) JE reports the problem to Assistant Engineer (AE) mentioning

the support required by SEM. (TA-3 Form) AE reports to Executive Engineer (EE) mentioning the support

(like replacement by a new one). (TA-5 Form) EE supplies the material / rigs to AE. AE supplies the material to JE. JE installs the tube well. SEM rectifies the problem and reports to JE. (TA-1 Form) JE reports to Citizen.

Application Form Acknowledgement Form AT-1 (Action to be taken) Form TA-1 (Task Completed) Form TA-2 (Escalation to next level) Form TA-3 (Escalation to next level-JE to AE) Form TA-4 (Escalation to next level-AE to BDO)

Form TA-5 (Escalation to next level-AE to EE) Form

List of Forms

Thanks

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