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Session2 Ajay Singh

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    Forbes Technosys Limited

    Role of Self Service Technologies in

    e-Governance

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    Forbes Technosys Limited 2

    Need for Alternate Delivery Channels

    Citizens in all nations always expect

    delivery of high quality services fromtheir 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 governmentcan be done through one counter 24 hours a day, 7 days a week,

    without waiting in lines at government offices.

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    Forbes Technosys Limited 3

    e-Governance Requirements

    LargeReach

    Citizen

    Proximity

    24 * 7

    Availability

    Service

    Quality

    Low

    Costs

    Elaborate

    Processes

    Cheaper

    Delivery

    Channels

    Regulations

    Government to CitizenServices (G2C)

    Government toBusiness (G2B)

    Government toGovernment (G2G)

    Government toEmployees (G2E)

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    Forbes Technosys Limited 4

    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.

    Self Service- can play a vital role

    Lower

    Costs

    24 * 7

    Operation

    Quality

    Consistency

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    Forbes Technosys Limited 5

    Self Service -The International Scenario

    Self service at the international level is driven by safe payment

    methodsSelf 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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    Forbes Technosys Limited 6

    Evolution of e-Governance Channels in India

    Departmental Counters

    Banks for payment collections

    Citizen Service Centres

    Online/or

    MobileServices

    Self Service Networks

    1990s1980s 2004 2008 2009onwards

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    Self Service a composite offering

    Self Services

    Technologies

    Biometrics

    Cards

    Touch

    Screen

    user

    interfacesMICR

    Readers

    Cash

    validators

    Security

    Services

    Network

    management

    Cash

    management

    Consumer

    facilitation

    Reporting

    Technology Operations

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    Kiosk based delivery a great option

    Kiosks can establish two-waycommunications between the

    agency and the citizen, abusiness or anothergovernment agency

    Conducting transactions, forexample: Utility payments,lodging tax returns, applying forservices and grants, otherpayments and challans

    Enabling governance.Can beused across Governmentagencieswhere government

    has a major delivery role forexample PDS,NREGA,Health,Education, Transport, Judiciary

    Key Benefits

    Interactive medium

    Supports multiple languages andicons for the semi literate

    Can work 24*7*365

    Adoption is rapid as has been thecase with ATMs

    Minimal environmentalrequirements

    Enables financial transactions

    Security with convenenience

    Cost savings

    Can be centrally controlled

    MIS and Analytics

    & more

    Where the people to computer ratio is < 1:1, Kiosks help meet E-Governance objectives

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    Satisfies two basic conditions of e-Governance

    External strategic

    objectives

    To satisfactorily fulfil thepublics needs and

    expectations on thefront-office side, by

    simplifying theirinteraction with variousonline services.

    Facilitate speedy,transparent,

    accountable, efficientand effective interactionwith the public, citizens,business and otheragencies

    Internal strategic

    objectives

    In the back-office-tofacilitate a speedy,transparent, accountable,efficient and effective

    process for performinggovernment administrationactivities

    Realize significant costsavings (per transaction)through efficient delivery ofservices to citizens

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    Self Service Application Areas

    Tax Collections

    Stamping

    & Franking

    Complaints,applications

    forms,service requests.

    GovernmentChallans

    Information

    dissemination

    E-Governance BillPayments

    & Ticketing

    Financial viability

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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

    Cheque Deposit

    Utility Bill Payment Cash Challan

    Deposit

    Insurance Premium

    Payments

    Service Requests

    Ticket BookingGovernment

    Reports

    Social Service

    Messages

    And more

    Government

    transactions

    Application

    forms/Returns

    filling &

    submission Stamping/Franking

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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

    Locations

    Technology Services

    Security

    Secure space Secure transactions

    Reputation of location

    Power

    Connectivity

    Literacy/multi-

    lingual support

    Usability/ICON based

    interface

    Support/facilitation

    Basket of

    services

    Interfaces with

    backend

    systems

    Complaints

    and redressal

    Urban /Rural

    Departmental

    Processes

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    Self Service Multiple Solutions

    ElectronicChequeDropbox

    E-Governance

    BillPaymentMachines

    E-Ticketing Kiosk

    InternetBanking

    Terminals

    ATMs

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    Centalized Monitoring & Management

    Network Operations

    Centre

    MIS Reports

    Analytics

    Queries

    Compliance Data

    warehousing

    Audit

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    Forbes Technosys Limited 17

    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 Servicewherever high availability of services is a key requirement

    3. All areas where financial transactions are involved are potentialareas of deployment and provide rapid payback

    2. Self Service Kiosks can be a two way medium betweenGovernment & Citizen and will provide a sense of empowerment to

    Citizens

    4. Self Service Network Kiosks are ideal for implementation throughPublic-Private partnership models

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    Forbes Technosys Limited 18

    Forbes Technosys Limited

    Forbes Technosys Limited is a pioneer in Self Service Automationwith a strong focus on Banking, Telecom, Power, Government &Retail

    Forbes Technosys Limited (FTL) is a wholly owned subsidiary ofForbes & Company (F&CL)

    F&CL is part of the Shapoorji Pallonji Group (SP Group) which hasa turnover of over US $ 1.5 Billion.

    Other subsidiaries of F&CL 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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    Forbes Technosys Limited 19

    Contact:

    Forbes Technosys Ltd

    Plot No: 17/18

    Road No:16Wagle Industrial Estate

    Thane 400 604

    Maharashtra

    www.forbestechnosys.com

    [email protected]

    http://www.forbestechnosys.com/http://localhost/var/www/apps/conversion/tmp/scratch_9/Recharge%20Kiosk-%20cash_0001.wmvhttp://www.forbestechnosys.com/

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