mee seva
IT Department

A. Problem Analysis

 1. What was the problem before the implementation of the initiative?
In the past, service delivery mechanisms of the Government departments left much to be desired in India. The bureaucratic structure with its status quo-ist orientation dominated Government service delivery in twentieth century but it failed to respond to the changing requirements of the present times. Public Administration with its rigidities laid too much emphasis on procedures, hence got mired in red-tapism denying smooth and seamless service delivery to citizens. The Government in India ran numerous welfare and benefit schemes for citizens, which meant that the citizen’s dependence on such schemes was very high. However, as most of the requests were processed in paper form, there were alarming discrepancies in way the requests were processed and the way the data was maintained and recorded. Government records like land records, registration records, birth/death registrations, municipal permissions etc., which were essential aids in getting benefits under various welfare programs remained archived in unidentifiable sheaths and bundles of papers. Consequently, a visit to Government department by a citizen to avail these services used to be a fairly harrowing experience. Since majority of the citizens who claimed social benefits belonged to the disadvantaged sections of the society, they often became mute spectators to the constant ignominy that got heaped upon them. During those days, 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 were affecting their overall productivity. With the rising awareness amongst the citizens and their better experiences with the private sector– the demand for better services on the part of Government departments became more pronounced. Citizens belonging to all strata of the society including the immigrants, women, youth, poor, illiterate, disabled etc. were finding it difficult to access basic Government Services. Though eSeva, a project initiated in 2001, was providing bill payment services pertaining to various Government Departments and Private Organizations in urban parts of the State, it was not serving the citizens in the way they wanted. e-Seva succeeded in reducing the drudgery of bill-payments, but it still functioned 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. The early months of the financial year 2011 witnessed many isolated as well as unified citizen movements. The need for a transparent and efficient governance mechanism acted as a catalyst for most of these campaigns. One such was the Anna Hazare’s campaign, demanding a clear transparent citizen centric Government. The ripples of such campaigns hit even the remotest corners of the nation. The necessity for the Government to do something unique and citizen centric became the pressing need of the hour.

B. Strategic Approach

 2. What was the solution?
The power of IT in India was not fully utilized, especially the power to integrate the various departmental silos. The following palpable problems and pain areas were noticed in the systems of delivery of Government services. a. Delays and Uncertainty in Service Delivery: Land records, registration records and other Government records were lying in paper form in various offices and retrieval was a time-consuming, tedious process. b. Tyranny of the Ink Signature: A majority of the services were related to issuing ink-signed certificates of various types. For instance, in the season for admissions to educational institutions, there were long queues of students outside all the Revenue offices, asking for income, residence and caste certificates. Since the power was concentrated in the ink-signature of the competent authority, there were heavy bottlenecks in the process of service delivery. There was a pressing need to free the delivery of service from the tyranny of the ink-signature. c. Thriving of middlemen and corruption: Due to heavy demand for certificates, and lack of time, the concerned officers had to work over-time on the one hand and because of lack of transparency and monitoring in the processing of requests, citizens were harassed on the other. Corruption was rampant, presenting Government in a bad light. In the absence of a guaranteed time-frame for service delivery, nor a system of monitoring of the status of various requests, the citizens were at the mercy of the bureaucracy and the middlemen who thrived in such environment.. d. Poor Accessibility: The citizens had to travel long distances to avail the Government services, which were typically delivered at the related Government Offices and less number of eSeva centers which are located in Urban areas. There was a pressing need to enlarge the network of service delivery outlets, preferably operated in a non-government, non-bureaucratic manner. To address all the above pain areas, and to achieve a faster, easier and transparent way of delivering services, an innovative system called Mee Seva, (which means, ‘Your Service’ in Telugu) has been architected, developed and implemented in a record time of 6 months during (Oct 10- March 11) for efficient and effective delivery of G2C services. Mee Seva is a system, by which documents and certificates, pertaining to individuals, are issued by the Government through a network of over 7500 kiosks (in the combined State of AP). The specialty is that most of these documents are issued across the counter to the citizen. So there is no waiting time, no multiple visits to the offices, no pleading, no frustration - it's a genuine silent revolution. Mee Seva is based on the concept of creating databases of all records required for issuing certificates, getting them digitally signed by the authorized officer, storing them in the central server and rendering them using a web-service. All the documents rendered are digitally signed and electronically verifiable. Mee Seva leveraged to fullest extent, the IT infrastructure like State Data Center (SDC), State Wide Area Network (SWAN) and Common Service Centers (CSCs) created under NeGP initiative of Government of India. It’s almost 3 years now, and Mee Seva has become a revolution in service delivery, with all the state departments having come within its fold. The Mee Seva Project is possibly the world’s biggest e-Governance initiative delivering 343 citizen and business services, a cumulative 65 Million transactions through 7500 citizen centers. It has been selected by DeitY to be adopted as a National Model for replication all over the country. Mee Seva has now advanced further and also offers its services through the portal as well as on the mobile phones.

 3. How did the initiative solve the problem and improve people’s lives?
The Project successfully tried out INNOVATIVE, NOVEL and hitherto UNKNOWN practices like- o Integrated Service Delivery Model providing single entry and exit point. o Institutional Framework & Delegation of power to field functionaries o Business Process Reengineering to jettison archaic procedures and reform practices. o Legal framework -“Andhra Pradesh Electronic Service Delivery Rules, 2011” to provide legal sanctity to the digitally signed certificates. o Establishing 7500+ delivery channels with uniform look and feel. o Centralizing databases by purifying, digital signing and porting. o Categorization of services -Category A (high volume services for delivery across the counter) and Category B services involving field verification with Citizen Charter (SLAs). o Digital signing of databases including bulk signing: Class 3 digital signatures to all related functionaries and bulk signing to increase the pace of signing. o State electronic certificate repository (SECR) to store issued certificates in public domain for verification. o Large Scale Capacity building of various stakeholders. o Cyber Treasury for online real-time fund distribution. o Customized SMS for administrative officers and citizens. o Mobile Mee Seva to provide services to citizens on their smart phones. o A Real-time Digital Dashboard showing the status of transactions online accompanied by an extensive MIS.

C. Execution and Implementation

 4. In which ways is the initiative creative and innovative?
Launched in Nov 2011 in Chittoor district, Mee Seva had a great responsibility to shoulder. All it needed, at that moment, was a leadership to steer it towards a bright looking horizon. From then, Mee Seva had never looked back. What followed was a dream cruise and Mee Seva rose up to the expectations of all the stakeholders and went way beyond and finally etched a name and fame for itself in the country. It revolutionized the way by which the Government serves its Citizens. • The primary challenge was to conceptualize and evolve an idea, strong enough to capture the imagination of the political and administrative echelons and package it creatively to get their attention and acceptance. Teams were constituted and a blue print was developed to re-engineer the business processes through data digitization and digital signatures, central hosting and identification of high volume citizen/business services for across-the-counter delivery through an integrated format. • Technical, legal and structural challenges apart, the toughest task was to bring about an attitudinal change in the officials, besides ensuring citizen e- participation, in a country with a huge digital divide. To mitigate this, an innovative public-private partnership business model was evolved wherein educated youth were inducted to open kiosks with uniform branding of Mee Seva, with establishment of IT infrastructure and the right approach to deliver services on payment of nominal user fee. • The next step was to identify the Government departments, which had high public interface and to ensure that the requests were processed only through authorized channels, it was decided to standardize the entire delivery channels across the state through Andhra Pradesh Information Technology Rules (Electronic Service Delivery), 2011 which provided legal sanctity to the digitally signed certificates and made it mandatory for Departments to migrate to electronic service delivery within five years. • District e-Governance Societies were formed and empowered to function as nodal agencies so as to ensure that the IT awareness levels of department officers were enhanced. In a similar manner, training for using digital signatures was also given to the concerned officers. • Convincing other departments and bringing them under the Mee Seva umbrella was another and perhaps one of the most challenging tasks the team had to undertake. Inter-departmental coordination meetings were arranged regularly with key departments to ensure that they join the bandwagon and ensure that the systems available in the department were capable and adequate enough to support high transaction applications. • One of the advantages of Mee Seva is the centralized architecture. The entire solution was hosted in a state of art State Data Center at Hyderabad. The Web based system, which was deployed at the Data Centre, ensured that the services were easily accessible to all the stakeholders, anytime and from anywhere. • Government process re-engineering (GPR) was done to enhance the efficiency of Government service delivery. ITE&C department had envisioned procedural changes in various government processes to enable faster delivery of services, optimization of operational cost and improvement in quality of service delivery. The GPR requirements were identified in various departments and implemented in various dimensions including technology, human resources, organization procedures etc. These eliminated unnecessary processes of traditional departmental processes, incorporating advanced technology for automating the services and redesigning existing workflow to reduce overall efforts. Government of Andhra Pradesh utilized the power of communication in effective implementation of Mee Seva and has innovatively devised an exclusive communication strategy utilizing various media platforms such as: Electronic Media, Television, Social Media, Print Media, Display Boards etc. along with established PR techniques to connect with various stakeholders of the projects.

 5. Who implemented the initiative and what is the size of the population affected by this initiative?
MeeSeva is a multi-departmental, multi-location, technology-rich initiative requiring the entire range of parallel and sequential activities to converge together with all stakeholders working as a team. Sri J Satyanarayana, the then Special Chief Secretary to the Hon Chief Minister played a key role in architecting the project, and monitoring its implementation by various departments. Sri Sanjay Jaju, the then Secretary of IT Department, played a central role in the implementation of the Roadmap initially drawn up, by coordinating with all the departments and pursuing all the taske in a parallel manner. Sri N S Satya Sai Baba, Project Director, Mee Seva, providied the critical technical support in the detailed design and development of the central Architecture of Mee Seva and several of its vital components. • Government Departments Dept. of Information Technology and Communications: ITE&C department played a key-catalyzing role in the entire process. It convinced all other departments of the utility of this concept and got their processes re-engineered to suit the technology. Other Government Departments: The participating departments have supported well in delivering their departmental service through MeeSeva, organizing the trainings to their departmental staff and following up with the progress of MeeSeva and adhering to the timelines. Citizens: MeeSeva being a citizen centric and a 'demand side' project where the incipient demand always existed, there was extensive cooperation from them by adapting to the new system. Technology Solution Provider (NIC): NIC has developed several applications for various departments of GoAP, where they have extended the data through web service for delivering the services through MeeSeva. Authorized Service Providers: Ensured smooth functioning of MeeSeva by providing and maintaining IT infrastructure. Media. In publicizing MeeSeva till the rural level, media has played a very important role.
 6. How was the strategy implemented and what resources were mobilized?
MeeSeva works on Public Private Partnership (PPP) mode wherein MeeSeva Centers are maintained, operated and run by Authorized Agents (AAs) who are appointed & managed by Authorized Service Providers (ASPs). These ASPs and AAs are Government approved agents mandated with proper terms and conditions for delivering the service. • The project was launched with an initial seed investment of Rupees 90 Million. But the user fee model allows ploughing back the revenues for maintenance, development and upgrading of services. User charges are fixed considering the profitability for various stake holders involved in the project without unduly burdening the citizen. With 55 Million transactions by now, project has already made more than Rs 4000 Million in user fees and recovered the entire initial investment allowing decent returns for all the stakeholders, which are being shared amongst them. More than 28%/20% (A/B Category) is shared with respective departments (to maintain the databases, necessary infrastructure, capacity building), 26%/14% (A/B Category) with Director, ESD (to maintain MeeSeva Infrastructure/application maintenance), 14%/9% (A/B Category) with Authorized Service Providers (SCA, Monitoring & Infrastructure) while the majority of 32%/57% (A/B Category) is shared with the MeeSeva center which is a cutting edge interface at the local level. This has made the project self-sustainable. The project also used technical infrastructure created under the existing programmes and leveraged it to the fullest. This Infrastructure had already been created with the support from Government of India at a cost of more than $ 32.3 Million for AP. An initial grant of 200 Million INR by the Government was used for software development and additional hardware. The centralized kiosk based model of Mee Seva is an extremely innovative model. Well trained operators, deliver services to the citizens concerning the submission of the appropriate documents along with professional supervision of application processes to the ultimate delivery of the certificates. Mee Seva centers have been streamlined in design, specification and logo and in addition, urban centers upgraded with the adequate hardware for effective delivery of certificates to the citizen. Opening of a center involves an approximate cost of around 75000 INR, which includes a desktop, a high quality printer, a scanner, an uninterrupted Internet connection. The innovative business model guarantees the long-term sustainability and profitability by sharing the user charges among all stakeholders.

 7. Who were the stakeholders involved in the design of the initiative and in its implementation?
1. Coverage: Number of Departments/Services MeeSeva currently has 343 high impact services from 34 departments in 23 districts with 7000+ Kiosks. Project also delivers more than 200 Million transactions every year for services like Bill Payments and a range of B2C services making it the country’s biggest one stop e-governance shop. 2.Improvement in efficiency in delivering and availing of ICT enabled services. Time & Money: • Category A are delivered in 15 minutes & 25 INR across the counter, which earlier used to take 3-15 days. • Category B are delivered as per the citizen charter, which earlier used to take 10-60 days. 3. Service Availability: • Mee Seva now has more than 7000 kiosks where citizens can access Government Services. Earlier citizens could only access the services at issuing authority office. Transparency in information: Citizens can verify the application status on MeeSeva portal or at service delivery center; whereas earlier there was no visibility on application status. 4. Contribution to Overall e-Transaction Statistics • Mee Seva has completed 65 million transactions till date. 5. Capacity Building • 1856 Training sessions conducted for centre operators and 852 training sessions for 29624 government functionaries Metrics - Value demonstrating success Revenue With 65 million transactions by now, project has already made more than Rs.2000 Millions in user fees and recovered the entire initial investment allowing decent returns for all the stakeholders. Drastic reduction in service delivery time & reduced logistics cost • -35% of the applicants are able to get their certificates within one visit. In other cases, applicants need to visit the MeeSeva Center only two times to avail the services. • 7500 kiosks reducing logistics cost and eliminating role of agents/ brokers etc. Elimination of Indirect Cost Incurred By Citizens MeeSeva have a stringent system to address various citizen charter defining the SLA (delivery time & service charges) for each of the services on-board which helps in confining extra cost to citizens. Green e-Governance (power & paper consumption, disposal of e-Waste etc.) -Centralized architecture eliminating the requirement of huge hardware establishment at regional levels has saved lots of power consumption and e-waste. All the services are online, served through MeeSeva kiosks, saving the papers used for government approval process for delivery of various services.

 8. What were the most successful outputs and why was the initiative effective?
Administrative System Director Electronic Service Delivery (ESD): Government of Andhra Pradesh issued Andhra Pradesh Information Technology Rules (Electronic Service Delivery), 2011 making it mandatory for the Departments to migrate to electronic service delivery within a period of five years. The Director of Electronic Service Delivery was given the responsibility to ensure that the system of Electronic Service Delivery, specified under these rules functions efficiently and effectively for the benefit of the citizens. District e-Governance Society (DeGS) - DeGS have been made the nodal agencies for the implementation of MeeSeva. All the operational and technical issues in the district are being taken by the DeGS. The Departmental user charges for the transactions are being sent to them. Project Management & Monitoring • PMU MeeSeva: Project Management Unit at IT&C department has been established to address various project implementation issues (citizen grievance report, change request etc.), received through unique email id (pmu.meeseva@gmail.com), coordinate with service providers and concerned Government department(s) to resolve the issues and provide timely issue resolution status report/feedback to kiosk operators/ citizens.). Other Systems for Monitoring, Implementation and Grievance Redressal • MeeSeva 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. 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”. Extensive search capabilities allow the user to identify similar problems or requests that were handled in the past, making the solutions instantly available. • Online Discussion Forum with FAQ “(http://MeeSeva.gov.in/APSDCDeptPortal/User Interface/DiscussionPage.aspx)” This Forum is open to the MeeSeva Users, kiosk operators etc. • Help Desk was created for suggestions, complaints and grievances. • 1100 - Call center created to register their complaints or seek information. • Field Surveys: Feedback from the beneficiaries is collected periodically by teams visiting the centers and used for improving the system e.g. in high volume centers, where scanning of documents was resulting in long queues, high-speed scanners were introduced with scanning by a dedicated team in the kiosk A third-party evaluation carried out by Institute of Public Enterprise, Hyderabad across all the 23 districts stated that the number of respondents who expressed positive opinion towards MeeSeva exceeded 90%. Digital Empowerment Foundation (DEF) and Administrative Staff College found that citizens are happy with the time frame and are happy having to pay no extra costs and running around multiple departments for availing these services.

 9. What were the main obstacles encountered and how were they overcome?
• The primary challenge was to conceptualize and evolve an idea, strong enough to capture the imagination of the political and administrative echelons and package it creatively to get their attention and acceptance. • Technical, legal and structural challenges apart, the toughest task was to bring about an attitudinal change in the officials, besides ensuring citizen e- participation, in a country with a huge digital divide. To mitigate this, an innovative public-private partnership business model was evolved wherein educated youth were inducted to open kiosks with uniform branding of Mee Seva, with establishment of IT infrastructure and the right approach to deliver services on payment of nominal user fee. • Administrative Control and Establishment of CSCs: Establishing the CSCs needed institutionalization in implementation to ensure that the service delivery was prompt and no disappointment was caused to the citizens. In order to have better administrative control, the powers of Director, ESD were delegated to the Joint Collector which created decentralized leadership and ownership. • Parallel Issuance of the Services: Though citizen centric services from various departments were identified and are being offered through MeeSeva, many Government officials resorted to the traditional methods of delivering the services. This was changed by introducing a Legal framework – Information Technology Rules (Electronic Service Delivery), 2011 in order to provide legal sanctity to the digitally signed certificates. • Distribution of Digital Signature and Renewal: Digital signature distribution and renewal posed a challenge as initially there was only one center for issuance and renewal of their digital signatures. Distributed centers were established at 6 locations across the state thus helping the users to conveniently register the digital signatures from their nearest location.

D. Impact and Sustainability

 10. What were the key benefits resulting from this initiative?
Citizens: MeeSeva has really made service delivery very convenient for the citizen. Prior to the launch of MeeSeva project, applicants used to visit the respective departments to avail services, and many a times required multiple visits. After the implementation of MeeSeva, approx. 33% of the applicants are able to get their certificates within one visit. In other cases, applicants need to visit the MeeSeva Center only two times to avail the services. • MeeSeva, facilitates convenience of time (8 AM to 8 PM), location (more than 7000 CSCs) and mode of service delivery (Online, CSCs), justifying the concept of anytime, anywhere service. • Exclusion of complexity and hassles of traditional system (physical forms, amount of irrelevant information exchange, long queues etc.) to provide simplicity of procedures to citizens. Socioeconomic benefits to for citizens: • Employment Generation: 7000+ MeeSeva Kiosks across the state act as a medium of employment generation to thousands of youths. • Benefits to Students: Issuance of more than 10 million income and residence certificates • Employment to Women: Direct Employment to more than 700 Women Kiosk Operators • Benefits to Farmers: Issuance of more than 15 million Land Record Copies across the state. • Benefits to BPL Citizens: Issuance of authenticated Income Certificates to 10 million Below Poverty Line (BPL) families. Government: • Coordination on information management among various departments transcending the boundaries of data access for the Government Departments cutting through the silos. • Redundant manual Government procedures have been removed, which has eventually increased effective working hours and productivity of Government employees. Employees are now in a better position to manage core department functions. • Government policy reforms (digital signatures) to improve the legal framework of electronics service delivery have improved data security and has increased citizens’ faith in MeeSeva. • Resource utilization was maximized by incorporating innovative & simplified procedures and expanding domain expertise among Government departments to increase their overall capacity. • Improved inter-departmental connectivity through centralized databases, internet connectivity (horizontal connectivity), common ICT infrastructure etc. • Overall cost & time of service delivery has reduced drastically. • Transparent and secured delivery of services, which are being accessed on the MeeSeva Portal through web-services. Service Providers: • Hassle free transactions with automated system and less physical interaction with Government Offices. • Automated electronic fund transfer system to departments with appropriate deductions of service charges. • Faster service development and implementation of services with the help of Single window system. • Clear definition of service levels, citizen charter, roles & responsibilities of the system users has helped the service providers in effective implementation of the system on field Outcomes i.e. impact/benefits resulting from the initiative MeeSeva is a holistic application of four indispensable and equally important ingredients, namely the application of innovative technology, a convincing Value Proposition, a self-financing business model in the form of franchise based centers, policies combined with a strong political leadership and adequate infrastructure. Mee Seva brought in measurable outcomes in the form of number of services provided online and the volume of citizen transactions recorded everyday.

 11. Did the initiative improve integrity and/or accountability in public service? (If applicable)
Sustainability is about ensuring solutions that are "built to last" and are able to function efficiently over a long period of time. The goal of sustainability is to establish local economies that are economically viable, technically sound and socially responsible. This section explains various aspects of sustainable development of Mee Seva. Economic Sustainability The project was launched with an initial seed investment of $ 1.45 Million. But the user fee model allows ploughing back the revenues for maintenance and development of services. With 65 Million transactions by now, project has already made more than $ 25 Million in user fees and recovered the initial investment allowing decent returns for the stakeholders, which are being shared amongst them as given below: • 28%/20% (A/B Category) is shared with respective departments • 26%/14% (A/B Category) with Director, ESD • 14%/9% (A/B Category) with Authorized Service Providers • 32%/57% (A/B Category) with the Mee Seva center The project has already attained critical mass and with multiple stakeholders, it would be impossible to reverse the processes. Technical Sustainability MeeSeva brings in a digital PKI enabled integrated architecture through multiple service delivery points by fusing in various Mission-mode Projects 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. As Mee Seva is a web based system, deployed at a central location, it is easily accessible anytime and anywhere. “Current system can be scaled up horizontally or vertically based on future needs and requirements of Government as well as Departments.” All the data is located in co-located Departmental servers in a highly secured environment in SDC, where all the Security policies are under implementation. NMS is in place and firewalls are functional. Class-3 digital signatures have been issued to all the Departmental officers and kiosk operators for accessing Mee Seva portal. All the certificates issued are being stored at the SECR for on-line verification. The Mee Seva Portal is integrated with PKI components such as Form Signer & Form Signer Pi for authenticating individuals for accessing the portal and processing the requests through digital signatures. Mee Seva Portal uses standard Web technologies and techniques such as Secure Sockets Layer (SSL), HTTP redirects, cookies, JavaScript, and strong symmetric key encryption to deliver the single sign-in service. The sign-in, sign-out, and registration pages are centrally hosted in the Mee Seva Portal. Replication at National & State Level: Replicability at State level - Both vertical and lateral expansion has become very easy and a plug and play job. This is illustrated by the expansion of Mee Seva from 1 district/120 centers/10 services/2 departments to 23 districts/7000 centers/343 services/34 departments in just about a year’s time. Replicability at National Level: MeeSeva has already been adopted as a National model for delivering G2C services. The DeiTY (GoI) has already sanctioned grants to AP to replicate MeeSeva in 5 states and convert MeeSeva into components to be placed in the National eGov app store for wider use.

 12. Were special measures put in place to ensure that the initiative benefits women and girls and improves the situation of the poorest and most vulnerable? (If applicable)
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. The reengineering of the business processes of departments became both the prerequisite as well as the byproduct of Mee Seva. The efficiency levels of departments have also increased as IT drastically reduced their avoidable workload. The key learning is that the such projects should avoid the deeply rooted technological determinism which assumes that the layering of ICTs in development alone will automatically solve pre-existing constraints related to gender, caste, feudalism, privilege and traditional exercises of power, factors which limit the real potential of ICTs in citizen centric service delivery. The project holds a lesson that thorough preparatory work is important to avoid breakdowns in service delivery, availability and updating of accurate data, adherence to timelines indicated in Citizen Charters, monitoring the performance & dynamic evaluation from time to time. The project has been a success mainly because of the involvement of multiple stakeholders with specific motivations, all seamlessly fusing towards a common goal. The big learning is to involve all the stakeholders’ right throughout the project cycle and allow the project to evolve. The push from Hon'ble Chief Minister of Andhra Pradesh, helped in getting the departmental buy-in truly exemplifying the need for political will in such changes. The mixture of success here is a noble thought, committed individuals, supporting technology and some impatience. Economies of Scale, Scope and Learning Mee Seva approach to service delivery needed a complete transformation in capacity which was strategized to be achieved by bringing in Innovation in organizational and Technological Model. A complete realization that the process had to move through all the stages starting from visioning and leading to a sustainable model of service delivery was the cornerstone of the overall strategy. Technology driven efforts were planned, assigned and implemented for various departments to increase efficiency in service delivery; department processes were re-engineered considering feasibility of implementation and participation from various stakeholders was ensured for problem solving and decision making. Resource utilization was maximized by incorporating innovative procedures and expanding domain expertise among Government departments to increase their overall capacity. Mee Seva approach also made it possible to achieve multiple economies of scale, scope and learning leading to enhanced capacities and ease of expansion. Breaking the Department Silos Various departments exist to facilitate and simplify the Government functions. However, when a citizen has to approach different departments for a single request, it complicates his life and effort. Mee Seva successfully addressed this concern. It facilitates interaction between different departments thus sparing citizens from the pain of knocking the doors of different departments for a single application/request. For example, Mee Seva facilitated communication and data transfer/file movement between Revenue and Registration department The biggest key-learning of the initiative is just a reiteration of the adage, that "where there is a will, there is a way".

Contact Information

Institution Name:   IT Department
Institution Type:   Government Agency  
Contact Person:   sanjay jaju
Title:   secretary  
Telephone/ Fax:   +914023450041
Institution's / Project's Website:  
E-mail:   sjaju1@yahoo.in  
Address:   Secretariat
Postal Code:   500080
City:   Hyderabad
State/Province:   Andhra Pradesh
Country:  

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