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7/30/2019 Session2 Ajay Singh
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Forbes Technosys Limited
Role of Self Service Technologies in
e-Governance
7/30/2019 Session2 Ajay Singh
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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
http://www.forbestechnosys.com/http://localhost/var/www/apps/conversion/tmp/scratch_9/Recharge%20Kiosk-%20cash_0001.wmvhttp://www.forbestechnosys.com/