ServicePlus Integrated eService Delivery Framework August 06, 2018, New Delhi

1. ServicePlusIntegrated eService Delivery FrameworkAugust 06, 2018, New Delhi

2. Agenda • ServicePlus – Core Functionalities and Features • ServicePlus Journey and Implementation Status • ServicePlus Components • Reporting & Analytics in ServicePlus • Architecture & Deployment Model • Service Delivery Grievance Redressal using ServicePlus • Future Outlook

3. 1. What is ServicePlus

4. ServicePlus • A configurable, unified framework for service delivery and grievance redressal • Facilitates rapid rollout of any service, any time by any level of government • Low code/No code platform, with powerful in-built tools/interfaces for designing, configuring and executing the delivery of service

5. ServicePlus Common platform for actors with varying needs

6. ServicePlus – For Citizens: A Single, Unified Portal • Access information about any service provided by the government • Manage and maintain all enclosures/documents in the online repository and use them across all services • Submit application online, offline or through kiosk • Track the applications online irrespective of the mode in which the application has been submitted • Receive alerts on the status of a submitted application • Lodge grievance in case of deficiency in service or failure to deliver service

7. ServicePlus – For Government at Any Level • Quickly define and configure its service using a wizard-like interface • Configure the various elements of service: beneficiary profile, submission modes, service charges, payment mechanism, service delivery modes, application form, service output, notifications and process flow • Configure Auto-Approval and Legacy services • Define grievance redressal policy for a service • Integrate back-end processes with service work flow • Launch a service within minutes • Monitor performance of government functionaries and kiosk operators

8. ServicePlus – For SCAs • Bulk registration of kiosks • Activation & De-Activation of kiosk operators • Transfer of Applications from one kiosk operator to another

9. ServicePlus – For Kiosk Operators • Apply & track applications on behalf of citizens • Both CSC and Non-CSC kiosks are supported

10. ServicePlus enables use of a single platform across the lifecycle of any service

11. 2. Journey of ServicePlus

12. Implementation Status * *Till July 31, 2018 * Today 500+ services are being delivered through ServicePlus by 19 States and 3 Central Departments. So far more than 130 lakh applications have been received and more than ₹2,120 million collected as revenue from these services.

13. Implementation Status

14. SERVICES BREAKUP PROFILE Total Services as on Date:501 From 19 States/Central Govt.

15. Slide Title

16. ServicePlus’ Journey 2017 2013 2015 • Bihar • Arunachal Pradesh • Himachal Pradesh • Manipur • SARAL Haryana • On boarding of Maharashtra Panchayat Services • Jharkhand eDistrict • Tripura eDistrict • Odisha • Central Govt (Law& Justice) • Uttar Pradesh • Madhya Pradesh • Chandigarh UT • Tamil Nadu • Karnataka • MEITY,NIC & WCD • Assam • Meghalaya • Sikkim • Kerala Forest • Kerala Excise Department • Chattisgarh Panchayat services • Project Conceptualized • Regional Workshops Held • In house Development for Framework • Launch of ServicePlus 2014 2016 2011-12 2018

17. ServicePlus’ Journey – Technical Evolution 2013 Integration with PayGov payment Gateway. . 2017 State wise environment separation, Integration with eSign, Synchronous and asynchronous Webservice, Capturing Aadhar No. on OTP based consent 2014 Action Design Implementation, Derived and Legacy Services, Introducing Business Rules, & Dynamic Process flow using Gateways, FIFO, Bulk Processing 2011 Incorporation of Configurable features gathered through Regional Workshop 2018 Integration with PayU, Integration with various ASAs, Service Versioning (Major & Minor), eKYC, Configurable login Module . 2012 Form Design & Document Design. 2016 Integration with DigiLocker issuer model, Rapid Assessment System, eTreasury, Upload Ink-signed certificate, Mobile enablement of application, Custom Reports 2015 Dynamic insertion of Javascript, Velocity Template, Rule Injection through MVEL, DSC Integration, CSC Wallet, Notification Designer (Email& SMS), Action Callback . Growing adoption of ServicePlus by states and departments has been paralleled by technical evolution of the platform

18. 3. Components of ServicePlus

19. ServicePlus Components 10 MOBILE APPs 05 03 EXTERNAL SYSTEM INTEGRATION NOTIFICATION DESIGNER 07 11 09 OFFLINE SETUP 01 ONE-CLICK LAUNCHING ANALYTICS FORM-DESIGNER Powerful, in-built tools enable rapid design, configuration, and roll out of services 02 04 08 06 DOCUMENT DESIGNER PROCESS FLOW DESIGNER MOBILE ENABLEMENT REPORTING

20. ServicePlus – Core Features • Multi-tenant architecture • Support for multiple languages (UNICODE enabled) • Powerful in-built tools available for designing forms, documents, process flows and notifications • Provision for embedding Server-Signed QR Codes in any document, email etc with facility to position it at a particular location • Both DSC and eSignsupported • Multiple modes of submission supported (online, kiosk, in-person, by post) • Multiple payment modes supported (CSC eWallet, Online (payment gateways/eTreasuries), cash etc.) • Payments can be taken at different points of time • Configurable option to apply FIFO (First-In-First-Out) policy on all applications submitted for a service

21. Form Designer • Web-service calls can be attached to verify entered data or populate data from other databases. • Fields can be linked across forms. • Form-level & Field-level help can be provided. • Server-side validations can be attached using MVEL thereby ensuring security. • Pre-defined downloadable formats which can be filled in by the applicant and scanned copy can be attached as an enclosure • Provides an excellent Form Builder tool to design multi-lingual forms in minutes. • Forms could be designed for applicants as well as officials. • Fields with built-in validations can be dragged & dropped. • Special-fields with pre-defined functionalities also available. • Dynamic forms by attaching JavaScript at appropriate places.

22. Sample Form: Renewal of License for Bar

23. Sample Form: Land Valuation Certificate

24. Process Flow Designer • The Service Definer can define the tasks and the flow between the tasks • Fourtypes of tasks are supported: • Applicant Task • Official Task • Timer Task • Web Service Task • The workflow could include conditional as well as unconditional forking & merging • Each workflow player can have his own form for entering any data related to processing of a specific application • Documents/Certificates can be generated at any stage - intermediate or final • Additional documents can be uploaded and merged with the document that is being generated

25. Sample Workflow: Application Processing

26. Sample Workflow: Issue of ST Certificate

27. Sample Workflow: Gun License Renewal

28. Notification Designer • Provides facility to send notifications through SMS & emails • Notifications can be sent to mobile numbers and email IDs provided in the application form, registration form or to officials • Both content and trigger points for notifications can be configured. • ServicePlusprovide facility to define Action based(accept/Reject/Process etc.) trigger points to send a different notification for different action.

29. Document Designer • Various documents/certificates can be designed using a custom editor • Any data associated with the application such as data entered by applicant, officials or system data can be embedded in the document • Document can be designed for custom acknowledgement, output certificate, rejection certificate, intermediate certificate, SMS and email notifications • Conditional modifications of document text based on data entered by applicant or official can be made • Position of bar code and DSC Stamp can be specified. Watermark (as an image) can also be included • A unique URL is generated for each output document generated

32. External Systems Integration • ServicePlusis integrated with many external systems • It is integrated with Payment Gateways (PayGov, SBI ePay, PayU, CSC eWallet, eTreasury (Kerala, Tripura, Bihar and Haryana), NSDG/SSDG, Digilocker, eSign and RAS. • The usage of these systems in a service can be configured by the Service Definer based on the service’s requirement.

33. Tenancy Extensions to ServicePlus • ServicePlus also provides the much required flexibility through tenancy extensions to plug-in code to meet typical requirements of a service. • Provision is available to make a form dynamic by attaching Javascripts with required fields and on specific events. • Similarly, several trigger points have been identified where the normal flow or functionality of ServicePlus needs to be overridden to meet the requirement of a service. • MVEL functions can be attached to these trigger points. • Both Java Scripts and MVEL functions do not disturb the code base of ServicePlus but enable the Service Definer to modify the functionality of ServicePlus.

34. Mobile Enablement • Increased reach of services for States through mobile app deployment using configuration definitions • Dynamic rollout of new services on the mobile app • Dynamic rendering of interface for different channels, including mobile, through develop once, use many capability

35. Activating, Testing & Launching a Service • ServicePlus supports selective activation of service units and launch of service only in the activated units. • A service configured in the production server can be tested end-to-end in the activated units. • Once user acceptance is obtained, the service can be launched through the click of a button. • As soon as the service is launched, all test data used to test the service are automatically deleted. • The service becomes visible to applicants only after the service is launched.

36. Launching a Service in ServicePlus

37. Application Status Tracking • Applicants can track their application irrespective of whether he is a registered user and irrespective of the submission mode. • Kiosk operators can also track the applications of applicants who had submitted their applications through kiosk. • Officials can view the processing history of an application once it has been processed by them

38. Callback Functionality • ServicePlus provides a powerful functionality to call back applications that have moved out of an official’s desk • Service Definer can decide in which task to give this privilege • An application can be called back so long as action has not been taken by the next workflow player • Callback can be used even after delivering a service to an applicant. • In case a certificate has been issued to the applicant as a deliverable of the service, then this action reverts the delivery and cancels the certificate that was issued.

39. Pages Generated by ServicePlus • ServicePluscan be configured to generate separate pages for • each service, • for a department, or • for the entire state

44. 4. Reporting and Analytics

45. Powerful reporting & analytics enable management of service delivery performance

46. Reports • A number of reports are available in ServicePlus. • Of particular interest to Government departments which have made their services online through ServicePlus is the Pendency Report. • Two types of pendency report are available: Task-wise pendency report and Hierarchy wise pendency report. • A cash book report which shows the amount of money received from difference services across different modes of payment is also available. • Service-specific reports are designed based on requirements from the Service Owner