A REVOLUTIONARY APPROACH TO

DELIVERING CITIZEN-CENTRIC

SERVICES

Our Awards

Nasscom / CNBC TV 18 User Awards 2009

Golden Peacock Award 2010 for Citizen Centric Services.

The Best IT for Masses Project of M.P. (Year 2009-10)

Editors Choice Best Website India e-governance 2.0 (Year 2010)

CSI Nihilent e- Governance for Excellence 2009-10

SKOCH Digital Inclusion Award for Technology in Service Delivery 2011

SKOCH Digital Inclusion Award for Online Assessment Patwari Recruitment Exam 2012

Manthan Award South Asia and Asia Pacific 2012 for Online Assessment Examination for Patwari Recruitment in March 2012

VISION OF GOVERNMENT OF MADHYA PRADESH

• Provide citizen services at their doorstep with special emphasis on the rural community

• Avoid citizens’ visit to the Government offices

• Government Services available Anywhere and Anytime

• Transparency between Citizen and Government

• Contain delays in decision

• Reduction in transaction costs

• Least interface between Government & Citizen

• An opportunity for gainful employment across the state

Project Profile

To achieve this with:• No investment in infrastructure

• No need to deploy and retain trained IT Personnel

• No cost to any government department

About MPOnline

• MPOnline was incorporated in the Year 2006

• JV between GoMP and TATA Consultancy Services Limited (TCS)

• 89% Stake is held by TATA Consultancy Services and 11% by the GoMP.

• The Chairman of MPOnline is the Secretary (IT), GoMP for Governance, Control and

Directions

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• MoU signed with GoMP 11th July 2006.

• Portal Go-live March, 2007

• First kiosk established February, 2007

• First service go-live April, 2007- 1st Transaction

• First payment gateway established in April, 2007

Organisational Structure

Chief Operating Officer(Pramod Bhargava)

HEAD -BD- Finance Department

Finance Department

Application DevelopmentApplication

Development

Business Development

Team

Business Development

Team

Customer Support

Department

Customer Support

Department

Project Leader(Anita Bhatt)

Project Leader(Anita Bhatt)

Technical Head (Himanshu Agnihotri)

Technical Head (Himanshu Agnihotri)

Development Team

Development Team

Business Analyst Business Analyst

Infrastructure Department.Infrastructure Department.

Infrastructure Head

Networking Team

Networking Team

HR- Executive(Urvashi Sharma)

HR- Executive(Urvashi Sharma)

Finance Manager

(Sunil Sinha)

Finance Manager

(Sunil Sinha)

Asstt.Manager -HR

Human Resource

Department

Human Resource

Department

Customer Care Team

Customer Care TeamFinance TeamFinance Team

Board of Directors Board of Directors

Admin Department

Admin Department

Admin(Preeti Singh)

Admin(Preeti Singh)

Asstt. -HR(Darshana Sharma

Asstt. -HR(Darshana Sharma

Help Desk TL

Legal Department

Legal Department

Compliance Offficer

Milestones in the History of MPOnline….

• MPOnline has presence in all 50 districts and in some places up to village level of

Madhya Pradesh.

• Generated employment for over 12,000+ people

• MP – the leading state in the country where CSCs are viable and the portal is running

successfully

• Yet another Novel Concept was brought about by the introduction of Online

Assessment Examinations - commenced with Patwari Exams in March, 2012. won

National Awards for this initiative.

• Gradual increase in number of B2C Services provided by MPOnline with better reach

and growing demand for the masses

• Started with 3 Departments – currently catering to more than 54+ Departments and

hosting 275+ Online services of various departments

MPOnline - The Most Popular Service Provider in MP

• Most far Reaching – Accessed by 12,000+ kiosks across the country

• Most Popular - Well known amongst Students, Citizens, Colleges, Government Departments and

Commercial establishments.

• Most beneficial for Govt. Departments – DTE & DME Counseling, VYAPAM, MPPSC, High Court,

Open School, Secondary Board, Higher Education, Municipal, CM Relief Fund, IAS Association,

Directorate of Medical Education etc……….

• Most Transacted – Over 2 crore 38 lakhs Transactions till date

• Advantageous to the Rural population – Admissions, Examinations, Counseling, Professional

exams, Recruitment, Temporary Connection, Online Assessment etc.

• Technically handled 29 thousand+ concurrent users in peak time

• Services available 24 X 7 through MPOnline portal

• Largest Service in the history of MPOnline won (Year 2011-12) - 20 lakh transactions in a single

month – Temporary Teachers’ Recruitment Application

• Several Government delegations from Maharashtra, Odisha, Bihar, Rajasthan, National Defense

College, International teams from Rwanda, World Bank etc visited to study and replicate the

model

Transaction Business Segments Wise

Kiosk Income Distribution and Growth in Statistics

3.479

337408

12601384

0

200

400

600

800

1000

1200

1400

1600

FY08 FY09 FY10 FY11 FY 12 FY 13

Kiosk Commission paid in Lacs

Increase of 209% over FY 10-11

1335

5540

74528001

9486

12114

0

2000

4000

6000

8000

10000

12000

14000

FY08 FY09 FY10 FY11 FY 12 FY 13

Kiosk Growth in Nos.

Portal Transaction Nos Growth Summary

Revenue Model

• The Project implemented on a PPP mode • Adopting a Build Own-Operate (BOO) model • No upfront financial burden on the State or the Department• Application Development, Server Cost, Maintenance, Bandwidth incurred by MPOnline • Recovered through a USER PAY MODEL .

Delivery Network Financial Model:

• MPOnline Services rendered through Kiosks and CSCs• Investment in personnel, infrastructure and connectivity is by the kiosk/ CSC owners. • Citizens pay a small ‘Portal fee’ to avail services on the MPOnline portal. • Of this fee, the kiosk and MPOnline share the portal income • Kiosks do not have an exclusive contract with MPOnline and are free to use their

infrastructure for their other businesses.

Revenue Model

Organizational Sustainability –

Number of services offered online has grown tremendously.

• On an on-going basis, this initiative has become self-sustainable gradually as more

and more Government services are available at the doorsteps of the citizens.

• Model is succeeding primarily due to the will of the Government

• The service delivery points have become self sustainable due to assured regular

income

• It has provided growing employment opportunities across the state

District - Wise KIOSK CSC Presence

Project Profile- Geographical Coverage –Madhya Pradesh

Geographical Coverage –

• MPOnline has wide presence in all 50

districts, over 300 tehsils and 280+ blocks of

MP.

• The most unique feature of MPOnline Project

is the Kiosk network Across the state of MP to

provide the citizen services more efficiently

and effectively.

• MPOnline kiosk spread is only in the URBAN

areas.

• MPOnline has partnered with various Service

Centre Agencies (SCAs) formed under NeGP,

2006 to utilize their CSCs to deliver service in

the Rural Areas.

MPONLINE KIOSK NETWORK

MPONLINE KIOSK 3,141

AISECT CSC 3,383

RELIANCE 1,736

NICT 799

CMS 896

University Kiosks 2,159

Total 12,114

Price Fixing

• All expense heads such as Application Development, Server Cost, Database

Management, Maintenance, Hardware and Software Cost, Disaster Recovery etc. are

taken into consideration.

• On the basis of the estimated number of transactions per annum, a cost per

transaction is arrived to recover the MPOnline investments

• The same cost justification is put up to the Price Committee for consent

Service Delivery Model

MPOnline services can be availed by TWO convenient methods. The citizen

can select any one of the method suitable to them-

Service Delivery through Kiosks-

•The kiosks connect to MPOnline portal via the internet and enable the rendering of the

hosted services. A Citizen can walk to the nearest Kiosk, where the Kiosk operator will

fill forms and digitize supporting documentation for him and leave after paying a

nominal Portal Fee in Cash.

•The KIOSK owner generates the acknowledgement receipt and give the print out to the

applicant. The acknowledgement receipt will have a unique transaction ID along with

the applicant details and the fee paid by the applicant.

Service Delivery Model – Through Kiosks

Service Delivery Model – Directly By Citizens

Service Delivery via Direct login for Citizens

• For those citizens who are computer literate and have access to either internet banking or a credit/ debit card, MPOnline services can be accessed directly via the Portal with an optional and simple Registration process. The MPOnline Portal is integrated with ICICI Bank’s Payment Gateway and a User can use any VISA or MASTER Debit or Credit Card to pay for the services.

PAYMENT METHODS:

Cash

• When a user has a preference for cash transactions, availing a service hosted on

MPOnline is as simple as walking to the neighborhood kiosk and paying for the

services in cash

Internet Banking and Credit/ Debit cards

• Using Bill Desk, citizens having account with any of the 52 Banks can pay for services availed.

• Credit Cards / Debit Cards – All kinds accepted Master / VISA / Diners / Amex / Maestro

Service Delivery - Direct Login For The Citizen

Mponline Payment Gateways

Nature Of Services

• Services related to Academics

- Covering Enrolment, admission and Examination fees, counter based, MIS

etc

- Counseling Services

• Employment related Services

- Online Assessment

- Receipt of recruitment Application

• Business to Citizens Services

- Payment of Life Insurance Premium.

- Payment of electricity Bills, Post Paid Mobile and Landline Bills.

• Miscellaneous Services – Forest, Tourism, Ecotourism, Bus, AKVN, TRIFAC,

Firm & Society……..

Services Associated To Academics

• Devi Ahilya University

• Vikram University

• MP Bhoj (Open) University

• Makhanlal Chaturvedi National University for Journalism & Communication

• Jiwaji University

• Ujjain Engineering College

• Higher Education – BEd. Counseling.

• MP Board of Secondary Education

• MP State Open School

• MP Professional Examination Board (VYAPAM)

• Madhya Pradesh Nurses Registration Council

• Madhya Pradesh Paramedical Council

One Of Our Most Prestigious Service- Online Counseling

• Department of Technical Education - Online Counseling held for 13

courses including BE, PPT, MBA, Pharmacy, MCA, Hotel Management etc.

• Department of Higher Education- B. Ed Counseling.

• Department of Medical Education- PMT and PG Courses Counseling.

• Department of Public Integration- Samvida Shikshak Counseling.

• Department of Skill Development – ITI Counseling

• Department of Health – Nursing and MBBS Interns Counseling.

Total Seats handled in DTE Counseling – 1.99 lacs

Total Students involved – 3.63 lacs

Counseling Services – One Of Our Most Prestigious Service

• In traditional counseling, students travel and queue at one of 5 centres set up by colleges. The online counseling delivers these improvements:

STUDENTS

• Have the option to choose from any course and institute without the need to travel at all, thus saving time and money.

• Participate from home, a net café or a local kiosk/CSC.

• See a list of all courses available and then choose.

• As opposed to making decisions in a few minutes, have several days to research various colleges, consult guardians and to change their choices.

• Greater transparency for students and colleges as both have complete view of vacant seats, reserved seats etc.

DEPARTMENT

• The staff deployment has significantly reduced to 2 or 3 people at each of the dept help-centres.

• Routine academic sessions continue unaffected due to increased staff availability.

• Allotment now only takes a few days and is allocation for a course in completed in one-shot.

• Updated

Savings

S. No. Expenditure HeadingTraditional Approach

Online Approach

Total Savings

1 Cost of Travel (2/3 visits) 1000 - 1000

2 Cost of Accommodation 1200 - 1200

3 Cost of Food & Beverages 500 - 500

4 Postage & DD Charges 50 - 50

Total Saving per Student 2750

Total Applicant/Candidates: 3,63,689 (Approx)

Total Saving/Student: 2750

Overall Saving: 3,63,689 X 2750 = 100,01,44,750

100 Crores

The Newly Added Line Of Business

Online Assessment

• Conducting Online Tests – capacity to hold examination for 35,000 candidates

simultaneously

• Online evaluation of the descriptive papers

• Question bank management software which helps in creating thousands of

questions for online testing

• Ability to declare Spontaneous Results & Scores

• Conducted the Online Assessment of Patwari Recruitment Examinations

• Total Applications Received – 1,00,713

• Total Verifications - 85, 277

• OTBS / Admit Card - 85, 277

• Total Appeared 81,091

• Also conducted similar Online Assessments for Department of Agriculture, MAP IT,

PHE and ITI.

Services Associated To Employment

• MP Public Service Commission – All examinations

• MP High Court, Jabalpur – Recruitment at all levels

• VYAPAM (All Professional Recruitment Exams)

• MPEB – Recruitments at All DISCOMs for Bhopal, Indore & Jabalpur

• Chattisgarh Public Service Commission

• Chattisgarh High Court

Miscellaneous Services

• Department of Tourism/ Ecotourism

• Department of Transport – DL applications

• Directorate of Town & Country Planning

• Forest Department – Bookings for all National Parks

• Human Rights Commission

• Urban Administration & Development Dept

• Food & Civil Supplies Department

• AKVN – Bills Collection of various types

• TRIFAC – Combined Application Form – Workflow based

• PWD – Registration of All Categories of Contractors

• Sanchi Milk Federation – Online Advance Milk Coupons.

Business To Citizen Services

• Premium Collection and Utility Bills

• Life Insurance:-

• LIC

• SBI Life Insurance

• ICICI Prudential Life Insurance

• Bajaj Allianz Life Insurance Co.

• HDFC Life Insurance Co.

• BSNL Landline (Bhopal, Dewas, Jabalpur, Indore) All MP

• Tata Indicom (Mobile & Landline)

• Tata DOCOMO (Mobile & Landline)

• AIRTEL (Landline)

• BSNL Mobile

• Dishnet TV Recharge- MP and CG

• VODAFONE Mobile Bill Payments – MP and CG

• UTILITY BILL PAYMENTS

Issues & Challenges

• There are number of Issues to be addressed at inception of the Project, major being-

• Capacity Building:

• One of the challenges faced in the introduction and adoption of most e Governance initiatives is the lack of trained IT manpower in the public sector to implement and support such an initiative. This concern is often expressed by clients even after demonstrating several example of successful implementations.

• To address this concern, MPOnline offers a BOOT model, where we provide full infrastructure and manpower support for the design, implementation and support needs of the client. This is complemented by conducting training and handholding sessions where we build the in-house capacity of the personnel of the client department

• Building Trust:

• The comfort and security in the minds of citizens and department officials often erodes when a non-government agency is the sole stakeholder and implementer of an e-governance initiative. We address this by involving the government stakeholders of MPOnline right from requirement gathering, rate fixing, implementation and up to the monitoring stages of the services we offer to a department.

Disaster Recovery - Benefits

Any Disaster and disruption of services have a substantial impact on the organizations creditability and reputation. Disaster Recovery site will help address these challenges.

•There are many mission critical and citizen centric services running on portal. Any discontinuation of the same will lead to loss of business financially as well as will a dent organizations credibility

•Provides with a back-up of information and documents if the original is destroyed.

•The operations will be functional from DR site in case of total loss of Data center. It will ensure minimum downtime.

•In case of any disaster, the traffic will automatically be shifted to the Disaster recovery site. This is an automated process, requiring no human intervention.

•The solution also compromises of backup solution. A dedicated backup device will be installed both at the Data center and Disaster recovery. There is also a provision of offsite backup sets.

Disaster Recovery - Benefits

• The failover equipments can be configured on component level as well. That

is, in case the database server goes down, the traffic (of the whole site) can

be shifted to the Disaster recovery site.

• The requirement of DR site even becomes more critical with the fact that

the services hosted in data center are citizen centric and crucial services.

Some are mentioned below:

MPBSE, DTE Counseling, VYAPAM, Open School, MPPSC, University (Makhanlal,

Bhoj, Devi Ahilya, RGTU), BED, School Examination Board, MPEB Bills

collection, Premium collections, Forest Reservation etc. etc

Data Center Diagram

• Four Additional high performance HP

servers for performing key functions.

• Two dedicated hardware load balancers for

performing load balancing between

multiple servers.

• New NetApp SAN to provide storage for

SQL servers

Physical Specifications & Infrastructure

• The MPOnline Kiosks can only be formed in the Urban areas of MP. An Online Registration Form available on the MPO Portal has to be filled and dispatched along with Photos of the outlet covering the computer setup.

• Minimum requirement is a Computer, Printer, Scanner, Camera and Internet Connection.

• In a Commercial location, the distance between 2 kiosks should be at least 500 metres while in a residential location the minimum distance should be at least 1km. Although at a location with high number of footfalls this distance can even be reduced to 250 metres which only an authorised MPOnline official can decide.

• The outlet is then surveyed by authorised persons of MPOnline and then only a decision to allot a kiosk is taken.

• At the time of signing of agreement a Registration fee is payable to MPOnline.• The agreement has to be renewed annually. If the kiosk owner has not been

satisfactorily rendering the services to the citizens the agreement is not renewed further.

• The Kiosk owner is given trainings by MPOnline officials to efficiently cater to the citizens

Key Success Factors

• Adoption of the BOOT MODEL

• INTEGRATION WITH CSCs – helped in making them most sustainable.

• ASSISTED ACCESS MODEL – Portal with growing applications and Services

• BRIDGING THE DIGITAL DIVIDE – reaching out to masses…MPOnline is now a

Household name

• PVT PUBLIC PARTNERSHIP – the way to go about

• SERVICE DELIVERY MODEL – Essential to gain a very wide spread of Kiosks

• PAYMENT METHODS – All possible methods available on the Portal

• FINANCIAL MODEL – Invest initially and recover through Transaction Charges – a

very popular and acceptable model by the Government Departments

MPOnline Vision For Next Five Years…….

• To make all the Universities100% Online through the MPOnline Portal.

• To promote Online Assessment method of examination for University

exams - a much more transparent and convenient mode.

• To promote Online mode of working in all departments thus being

environment friendly.

• Ensure Huge savings in Efforts, Time, Money, Logistics for all the

departments.

• Replication of MPOnline Services model in all states.

• Drive Green Initiative – Perhaps apply for Carbon Credits

• To make the young citizens of India IT savvy.

• Generation of employment up to the village level.

• To provide citizen services at the doorsteps of the rural masses.

Objectives Achieved-benefits For The Citizens

MPOnline has helped the Government of Madhya Pradesh in achieving its mission i.e.•Empowering Citizens through information dissemination

• Single window access for services

• Availability of services at the doorstep; no need to travel to regional centers

• Faster delivery of services - efficient redressal of grievances

• 24*7 access to government services

• More accountability and transparency

• Drastically reduced processing time for applications

• Curtailed waiting time for documents

These services can be accessed:•Via kiosks and CSCs where assistance is available for filling forms, printing and scanning.

•Payments can be made in cash.

•From internet cafes, homes or offices - Payments using credit & cards and net-banking

Objectives Achieved-benefits To The Government

MPOnline has helped the Government of Madhya Pradesh in achieving its mission i.e.•Anywhere, anytime delivery of Government services

• A shift from ‘Citizen In-Line’ to ‘Citizen On-Line’

• Increased transparency between citizens and their Government

• Reduction in delays in decision-making

• Reduction in costs incurred by the departments

• Reduction in the number of interfaces between the Government & citizens

• An opportunity for generating gainful employment

Further, this has been achieved with:•No investment in infrastructure

•No need to deploy and retain trained IT Personnel

•No cost to any government department