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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 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. • 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.
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
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
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
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 • 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.
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.
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.
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 • 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
