Role of Self Service Technologies in

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Role of Self Service Technologies in e-Governance
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Need for Alternate Delivery Channels

• Citizens in all nations always expect delivery of
  high quality services from their respective
  governments
• This expectation creates pressure on the
  government to perform
• E-governance initiatives are the result of such
  pressures by citizens and can be achieved through
  the use of Information and Communication
  Technology

Imagine a situation in which all interaction
with the government can be done through one
counter 24 hours a day, 7 days a week, without
waiting in lines at government offices.
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e-Governance Requirements
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Self Service- can play a vital role

• A powerful alternative delivery channel and
  interactive platform
• No longer considered a cost channel but a self
  sustaining one
• Enables rapid expansion and enhances reach
• More than just cash and cheque deposits
  challans.Vital in department restructuring
• Efficient touch point to deliver targeted
  campaigns
• Government Services - available anywhere,
  anytime
• Enhancing customer satisfaction.

Quality Consistency
24 7 Operation
Lower Costs
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Self Service -The International Scenario

• Self service at the international level is driven
  by safe payment methods
• Self service transactions in North America
  estimated to exceed 607 billion this year.
• Projections of transactions in excess of 1.7
  trillion by 2012.

Self service has moved from one of the delivery
channels to a dominant one
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Evolution of e-Governance Channels in India
Online/or Mobile Services
Self Service Networks
Citizen Service Centres
Banks for payment collections
Departmental Counters
1990s
1980s
2004
2008
2009 onwards
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Self Service a composite offering
Technology
Operations
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Kiosk based delivery a great option

• Kiosks can establish two-way communications
  between the agency and the citizen, a business or
  another government agency
• Conducting transactions, for example Utility
  payments, lodging tax returns, applying for
  services and grants, other payments and challans
• Enabling governance.Can be used across Government
  agencies where government has a major delivery
  role for example PDS,NREGA,Health, Education,
  Transport, Judiciary

• Key Benefits
• Interactive medium
• Supports multiple languages and icons for the
  semi literate
• Can work 247365
• Adoption is rapid as has been the case with ATMs
• Minimal environmental requirements
• Enables financial transactions
• Security with convenenience
• Cost savings
• Can be centrally controlled
• MIS and Analytics
• more

Where the people to computer ratio is lt
11, Kiosks help meet E-Governance objectives
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Satisfies two basic conditions of e-Governance

• External strategic objectives
• To satisfactorily fulfil the publics needs and
  expectations on the front-office side, by
  simplifying their interaction with various online
  services.
• Facilitate speedy, transparent, accountable,
  efficient and effective interaction with the
  public, citizens, business and other agencies

Internal strategic objectives In the
back-office-to facilitate a speedy, transparent,
accountable, efficient and effective process for
performing government administration
activities Realize significant cost savings
(per transaction) through efficient delivery of
services to citizens
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Self Service Application Areas
Financial viability
Tax Collections Stamping Franking
Government Challans

• E-Governance

Bill Payments Ticketing
Complaints,applicationsforms,service requests.
Information dissemination
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CSC Self Service Kiosks can co-exist
The Self Service Kiosk is to a Government
Department or CSC what an ATM is to a bank
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Transaction delivery through Self Service
Cash Challan Deposit
Government transactions
Application forms/Returns filling submission
Stamping/Franking
And more
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A Department office/ CSC of the future..
Internet Kiosk
E-Governance Kiosk
ATM
Electronic Drop Box
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Challenges in Self Service deployments
Power
Literacy/multi-lingual support
Urban /Rural
Reputation of location
Usability/ICON based interface
Connectivity
Locations
Support/facilitation
Basket of services
Interfaces with backend systems
Services
Technology
Security
Departmental Processes
Complaints and redressal
Secure space
Secure transactions
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Self Service Multiple Solutions
Electronic Cheque Dropbox
Internet Banking Terminals
ATMs
Bill Payment Machines
E-Governance
E-Ticketing Kiosk
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Centalized Monitoring Management
Network Operations Centre
MIS
Reports
Analytics
Queries
Audit
Compliance
Data warehousing
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Recommendations

• 1. Self Service can coexist with all other
  delivery channels like departmental counters,
  Government Portals, CSCs etc. eGovernance
  projects should incorporate elements of Self
  Service wherever high availability of services
  is a key requirement

2. Self Service Kiosks can be a two way medium
between Government Citizen and will
provide a sense of empowerment to Citizens

• All areas where financial transactions are
  involved are potential areas of deployment and
  provide rapid payback

4. Self Service Network Kiosks are ideal for
implementation through Public-Private partnership
models
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Forbes Technosys Limited

• Forbes Technosys Limited is a pioneer in
  Self Service Automation with a strong focus on
  Banking, Telecom, Power, Government Retail
• Forbes Technosys Limited (FTL) is a wholly
  owned subsidiary of Forbes Company (FCL)
• FCL is part of the Shapoorji Pallonji Group
  (SP Group) which has a turnover of over US 1.5
  Billion.
• Other subsidiaries of FCL include Eureka
  Forbes, SCI Forbes, Nypro Forbes, Forbes Bumi
  Armada
• Forbes Technosys Limited
• Plot No 17/18, Road No 16, Wagle Industrial
  Estate, Thane 400 604, Maharashtra

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Contact Forbes Technosys Ltd Plot No
17/18 Road No16 Wagle Industrial Estate Thane
400 604 Maharashtra www.forbestechnosys.com ajay
.singh_at_forbestechnosys.com