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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.


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.


Serviceplus

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


Serviceplus

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


Serviceplus

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


Serviceplus

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.


Serviceplus

  • 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.


Serviceplus

  • 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.


Serviceplus

  • 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


Serviceplus

  • Thanks


Serviceplus

Thanks


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