The eSeva Project - Providing G2C Services in Andhra Pradesh (India)


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Case Details:

Case Code : ITSY027
Case Length : 19 Pages
Period : 1999 - 2003
Pub Date : 2003
Teaching Note :Not Available
Organization : AP Government
Industry : Information Technology
Countries : India

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This case study was compiled from published sources, and is intended to be used as a basis for class discussion. It is not intended to illustrate either effective or ineffective handling of a management situation. Nor is it a primary information source.

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Introduction Contd...

The project was appreciated by several other foreign dignitaries, including the former US President, Bill Clinton, and Microsoft's Chief Software Architect, Bill Gates.

Initially launched by the Government of AP (GoAP) in December 1999 as a pilot project called TWINS (Twin Cities Integrated Network Services), eSeva offered a wide range of government to citizen (G2C) services at a single location. These services included payment of utility bills and taxes; issuance of certificates; permits and licenses; and reservation of seats in the state road transport corporation buses.

Citizens could also pay their credit card bills and submit applications for mutual fund units through eSeva.

eSeva generated a tremendous response from the citizens of Hyderabad. The number of transactions per month on all eSeva centers in Hyderabad increased from an estimated 4800 transactions in August 2001 (the first month of its launch as a full-fledged e-government project) to 7,50,000 transactions in February 2003. However, the project had not yet been launched in other cities of AP.

In spite of its popularity, the eSeva project was criticized by the Controller and Auditor General of India (CAG) in its 2001-02 annual report, for lack of transparency in the implementation of the project...

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