Interview

eSeva: Andhra shows the way : P.M. Kuriakose, Commissioner, eSeva

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From the initial vision of Chandrababu Naidu and a pilot project launched in December 1999, how far the e-Seva project has come to deliver citizen services successfully?
It was started as a Pilot at Banjara Hills in December 1999 by name TWINS with one centre. Then in August 2001, nine centres were launched in twin cities by name eSeva. Presently, 46 centres at Hyderabad and 215 centres at districts with 5 to 8 counters are operating. There has been a tremendous growth of acceptance of eSeva over the years.

Has the project moved beyond its initial vision of providing utility payment services?
Although the initial vision of eSeva was to provide utility payment services to the citizens through a single window, it was also envisaged to provide multiple services like G2C and B2C. Therefore, today a citizen not only pays his telephone bills, electricity bills, property tax, water bills, etc.but a citizen can also recharge the mobile phone, purchase milk coupons, reserve movie tickets, apply for passport, etc.


At present how many Government departments have their back end systems integrated to the online services? Who are the Private players engaged in the eSeva project?
At present eight Government Departments and various other service providers participating in the eSeva have their backend system integrated to the online services. These include AP TRANSCO, HMWS and SB, Municipal Administration, BSNL, APSRTC, Commercial Tax Department, Regional Transport Authority, etc. Private Partners are CMS Computers and RAM Informatics Ltd.

Is the online grievance-redressal mechanism in place?
The online grievance mechanism is already in place as part of the Multi-Departmental call centre that was started by Government of Andhra Pradesh in February 2004. About 25 major Departments are participating in this project known as Parishkaram Call Centre. Hence, eSeva is also one of the major Departments and grievance redressal is done online through a web-based application delivered by Centre for Good Governance.

At present how many centres are spread over the entire AP. How do you plan to scale-up the reach of eSeva for the entire State population? At present there are 230 centres in the towns and another 800 centres in big villages in the State, totally 1030 centres. Further, another 8000 centres will be coming up in the next 6 months to cover that many villages.

At present eSeva is providing 66 G2C and B2C services. What are your plans for starting G2B services?
Government of Andhra Pradesh has started G2B services. Recently sale of Digital Certificates to private parties was launched. The A.P. Fire services Department has recently launched the No Objection Certificate Service to builders of high rise buildings. Many such services are also envisaged in the days to come.

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