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ServicePlus. A Metadata-based Integrated Service Delivery Framework By Mr.Mishra , NIC BBSR. http://serviceonline.gov.in Generic and configurable application to provide an electronic delivery for the services.

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serviceplus
ServicePlus

A Metadata-based Integrated Service Delivery Framework

By

Mr.Mishra, NIC BBSR.

slide2

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.
slide3

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
slide4

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
slide5

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
slide6

Features continued

  • General Features
    • Service Management
    • Service Customization
    • Citizen Registration
    • Kiosk Operator Registration
    • Third-party Software application integration
process flow of repair of hand pump
Process flow of Repair of Hand Pump
  • 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.
slide8

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.
slide9

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.
slide10

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.
list of forms
List of Forms
  • 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
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