A REVOLUTIONARY APPROACH TO

DELIVERING CITIZEN-CENTRIC SERVICES

Our Awards

Editors Choice Best Website India

CSI Nihilent e- Governance for
e-governance 2.0 (Year 2010) Excellence 2009-10

Nasscom / CNBC TV 18 User The Best IT for Masses Project

Awards 2009 of M.P. (Year 2009-10)

Golden Peacock Award SKOCH Digital Inclusion Award

2010 for Citizen Centric for Technology in Service
Services. Delivery 2011

SKOCH Digital Inclusion Award Manthan Award South Asia and

for Online Assessment Patwari Asia Pacific 2012 for Online
Recruitment Exam 2012 Assessment Examination for
Patwari Recruitment in March
2012
Project Profile

VISION OF GOVERNMENT OF MADHYA PRADESH

• Provide citizen services at their doorstep with special emphasis on the rural community
• Avoid citizens’ visit to the Government offices
• Government Services available Anywhere and Anytime
• Transparency between Citizen and Government
• Contain delays in decision
• Reduction in transaction costs
• Least interface between Government & Citizen
• An opportunity for gainful employment across the state

To achieve this with:

• No investment in infrastructure
• No need to deploy and retain trained IT Personnel
• No cost to any government department
About MPOnline

• MPOnline was incorporated in the Year 2006

• JV between GoMP and TATA Consultancy Services Limited (TCS)
• 89% Stake is held by TATA Consultancy Services and 11% by the GoMP.
• The Chairman of MPOnline is the Secretary (IT), GoMP for Governance, Control and
Directions
-----------------------------------------------------------------------------
• MoU signed with GoMP 11th July 2006.
• Portal Go-live March, 2007
• First kiosk established February, 2007
• First service go-live April, 2007- 1st Transaction
• First payment gateway established in April, 2007
Organisational Structure
Board of Directors

Chief Operating Officer

(Pramod Bhargava)

Human Customer Admin Legal

Application Finance Infrastructure
HEAD -BD- Resource Support
Development Department Department. Department Department
Department Department

Business Finance
Development Asstt.Manager -HR Infrastructure Help Desk TL Admin
Manager Compliance Offficer
Team (Sunil Sinha) Head (Preeti Singh)

Networking Customer Care

Finance Team
HR- Executive(Urvashi Asstt. -HR(Darshana Team Team
Sharma) Sharma

Project Leader Technical

Technical Head
Head
(Anita Bhatt) (Himanshu
(Himanshu Agnihotri)
Agnihotri)

Business Development
Analyst Team
Milestones in the History of MPOnline….

• MPOnline has presence in all 50 districts and in some places up to village level of Madhya
Pradesh.
• Generated employment for over 12,000+ people
• MP – the leading state in the country where CSCs are viable and the portal is running
successfully
• Yet another Novel Concept was brought about by the introduction of Online Assessment
Examinations - commenced with Patwari Exams in March, 2012. won National Awards for
this initiative.
• Gradual increase in number of B2C Services provided by MPOnline with better reach and
growing demand for the masses
• Started with 3 Departments – currently catering to more than 54+ Departments and
hosting 275+ Online services of various departments
MPOnline - The Most Popular Service Provider in MP

• Most far Reaching – Accessed by 12,000+ kiosks across the country

• Most Popular - Well known amongst Students, Citizens, Colleges, Government Departments and
Commercial establishments.
• Most beneficial for Govt. Departments – DTE & DME Counseling, VYAPAM, MPPSC, High Court, Open
School, Secondary Board, Higher Education, Municipal, CM Relief Fund, IAS Association, Directorate
of Medical Education etc……….
• Most Transacted – Over 2 crore 38 lakhs Transactions till date
• Advantageous to the Rural population – Admissions, Examinations, Counseling, Professional exams,
Recruitment, Temporary Connection, Online Assessment etc.
• Technically handled 29 thousand+ concurrent users in peak time
• Services available 24 X 7 through MPOnline portal
• Largest Service in the history of MPOnline won (Year 2011-12) - 20 lakh transactions in a single
month – Temporary Teachers’ Recruitment Application
• Several Government delegations from Maharashtra, Odisha, Bihar, Rajasthan, National Defense
College, International teams from Rwanda, World Bank etc visited to study and replicate the model
Transaction Business Segments Wise
Kiosk Income Distribution and Growth in Statistics

Kiosk Commission paid in Lacs Kiosk Growth in Nos.

1600 14000
1384 12114
1400
1260 12000
1200
10000 9486
1000 8001
8000 7452
800
6000 5540
600
408 4000
400 337
2000 1335
200
79
3.4 0
0 Increase of 209% over FY 10-11
FY08 FY09 FY10 FY11 FY 12 FY 13
FY08 FY09 FY10 FY11 FY 12 FY 13
Portal Transaction Nos Growth Summary
Revenue Model

• The Project implemented on a PPP mode

• Adopting a Build Own-Operate (BOO) model
• No upfront financial burden on the State or the Department
• Application Development, Server Cost, Maintenance, Bandwidth incurred by MPOnline
• Recovered through a USER PAY MODEL .

Delivery Network Financial Model:

• MPOnline Services rendered through Kiosks and CSCs

• Investment in personnel, infrastructure and connectivity is by the kiosk/ CSC owners.
• Citizens pay a small ‘Portal fee’ to avail services on the MPOnline portal.
• Of this fee, the kiosk and MPOnline share the portal income
• Kiosks do not have an exclusive contract with MPOnline and are free to use their
infrastructure for their other businesses.
Revenue Model

Organizational Sustainability –

Number of services offered online has grown tremendously.

• On an on-going basis, this initiative has become self-sustainable gradually as more

and more Government services are available at the doorsteps of the citizens.
• Model is succeeding primarily due to the will of the Government
• The service delivery points have become self sustainable due to assured regular income
• It has provided growing employment opportunities across the state
District - Wise KIOSK CSC Presence
Project Profile- Geographical Coverage –Madhya Pradesh

Geographical Coverage –

• MPOnline has wide presence in all 50 districts, MPONLINE KIOSK NETWORK

over 300 tehsils and 280+ blocks of MP. MPONLINE KIOSK 3,141
• The most unique feature of MPOnline Project is AISECT CSC 3,383
the Kiosk network Across the state of MP to
provide the citizen services more efficiently and RELIANCE 1,736
effectively. NICT 799
• MPOnline kiosk spread is only in the URBAN CMS 896
areas.
University Kiosks 2,159
• MPOnline has partnered with various Service
Centre Agencies (SCAs) formed under NeGP, Total 12,114
2006 to utilize their CSCs to deliver service in
the Rural Areas.
Price Fixing

• All expense heads such as Application Development, Server Cost, Database

Management, Maintenance, Hardware and Software Cost, Disaster Recovery etc. are
taken into consideration.
• On the basis of the estimated number of transactions per annum, a cost per transaction
is arrived to recover the MPOnline investments
• The same cost justification is put up to the Price Committee for consent
Service Delivery Model

MPOnline services can be availed by TWO convenient methods. The citizen can select any
one of the method suitable to them-

Service Delivery through Kiosks-

•The kiosks connect to MPOnline portal via the internet and enable the rendering of the
hosted services. A Citizen can walk to the nearest Kiosk, where the Kiosk operator will fill
forms and digitize supporting documentation for him and leave after paying a nominal
Portal Fee in Cash.
•The KIOSK owner generates the acknowledgement receipt and give the print out to the
applicant. The acknowledgement receipt will have a unique transaction ID along with the
applicant details and the fee paid by the applicant.
Service Delivery Model – Through Kiosks
Service Delivery Model – Directly By Citizens

Service Delivery via Direct login for Citizens

• For those citizens who are computer literate and have access to either internet banking or
a credit/ debit card, MPOnline services can be accessed directly via the Portal with an
optional and simple Registration process. The MPOnline Portal is integrated with ICICI
Bank’s Payment Gateway and a User can use any VISA or MASTER Debit or Credit Card to
pay for the services.
PAYMENT METHODS:
Cash
• When a user has a preference for cash transactions, availing a service hosted on MPOnline
is as simple as walking to the neighborhood kiosk and paying for the services in cash
Internet Banking and Credit/ Debit cards
• Using Bill Desk, citizens having account with any of the 52 Banks can pay for services
availed.
• Credit Cards / Debit Cards – All kinds accepted Master / VISA / Diners / Amex / Maestro
Service Delivery - Direct Login For The Citizen
Mponline Payment Gateways
Nature Of Services

• Services related to Academics

- Covering Enrolment, admission and Examination fees, counter based, MIS etc
- Counseling Services
• Employment related Services

- Online Assessment

- Receipt of recruitment Application

• Business to Citizens Services

- Payment of Life Insurance Premium.

- Payment of electricity Bills, Post Paid Mobile and Landline Bills.

• Miscellaneous Services – Forest, Tourism, Ecotourism, Bus, AKVN, TRIFAC, Firm &
Society……..
Services Associated To Academics

• Devi Ahilya University

• Vikram University
• MP Bhoj (Open) University
• Makhanlal Chaturvedi National University for Journalism & Communication
• Jiwaji University
• Ujjain Engineering College
• Higher Education – BEd. Counseling.
• MP Board of Secondary Education
• MP State Open School
• MP Professional Examination Board (VYAPAM)
• Madhya Pradesh Nurses Registration Council
• Madhya Pradesh Paramedical Council
One Of Our Most Prestigious Service- Online Counseling

• Department of Technical Education - Online Counseling held for 13 courses

including BE, PPT, MBA, Pharmacy, MCA, Hotel Management etc.

• Department of Higher Education- B. Ed Counseling.

• Department of Medical Education- PMT and PG Courses Counseling.

• Department of Public Integration- Samvida Shikshak Counseling.

• Department of Skill Development – ITI Counseling

• Department of Health – Nursing and MBBS Interns Counseling.

Total Seats handled in DTE Counseling – 1.99 lacs

Total Students involved – 3.63 lacs
Counseling Services – One Of Our Most Prestigious Service
• In traditional counseling, students travel and queue at one of 5
centres set up by colleges. The online counseling delivers these improvements:

STUDENTS
• Have the option to choose from any course and institute without the need to travel at all, thus saving
time and money.
• Participate from home, a net café or a local kiosk/CSC.
• See a list of all courses available and then choose.
• As opposed to making decisions in a few minutes, have several days to research various colleges,
consult guardians and to change their choices.
• Greater transparency for students and colleges as both have complete view of vacant seats, reserved
seats etc.

DEPARTMENT
• The staff deployment has significantly reduced to 2 or 3 people at each of the dept help-centres.
• Routine academic sessions continue unaffected due to increased staff availability.
• Allotment now only takes a few days and is allocation for a course in completed in one-shot.
• Updated
Savings

Traditional
S. No. Expenditure Heading Online Approach Total Savings
Approach

1 Cost of Travel (2/3 visits) 1000 - 1000

2 Cost of Accommodation 1200 - 1200

3 Cost of Food & Beverages 500 - 500

4 Postage & DD Charges 50 - 50

Total Saving per Student 2750

Total Applicant/Candidates: 3,63,689 (Approx)

Total Saving/Student: 2750
Overall Saving: 3,63,689 X 2750 = 100,01,44,750
100 Crores
The Newly Added Line Of Business
Online Assessment
• Conducting Online Tests – capacity to hold examination for 35,000 candidates
simultaneously
• Online evaluation of the descriptive papers
• Question bank management software which helps in creating thousands of questions
for online testing
• Ability to declare Spontaneous Results & Scores
• Conducted the Online Assessment of Patwari Recruitment Examinations
• Total Applications Received – 1,00,713
• Total Verifications - 85, 277
• OTBS / Admit Card - 85, 277
• Total Appeared 81,091
• Also conducted similar Online Assessments for Department of Agriculture, MAP IT,
PHE and ITI.
Services Associated To Employment

• MP Public Service Commission – All examinations

• MP High Court, Jabalpur – Recruitment at all levels

• VYAPAM (All Professional Recruitment Exams)

• MPEB – Recruitments at All DISCOMs for Bhopal, Indore & Jabalpur

• Chattisgarh Public Service Commission

• Chattisgarh High Court

Miscellaneous Services

• Department of Tourism/ Ecotourism

• Department of Transport – DL applications

• Directorate of Town & Country Planning

• Forest Department – Bookings for all National Parks

• Human Rights Commission

• Urban Administration & Development Dept

• Food & Civil Supplies Department

• AKVN – Bills Collection of various types

• TRIFAC – Combined Application Form – Workflow based

• PWD – Registration of All Categories of Contractors

• Sanchi Milk Federation – Online Advance Milk Coupons.

Business To Citizen Services
• Premium Collection and Utility Bills
• Life Insurance:-
• LIC
• SBI Life Insurance
• ICICI Prudential Life Insurance
• Bajaj Allianz Life Insurance Co.
• HDFC Life Insurance Co.
• BSNL Landline (Bhopal, Dewas, Jabalpur, Indore) All MP
• Tata Indicom (Mobile & Landline)
• Tata DOCOMO (Mobile & Landline)
• AIRTEL (Landline)
• BSNL Mobile
• Dishnet TV Recharge- MP and CG
• VODAFONE Mobile Bill Payments – MP and CG
• UTILITY BILL PAYMENTS
Issues & Challenges

• There are number of Issues to be addressed at inception of the Project, major being-
• Capacity Building:
• One of the challenges faced in the introduction and adoption of most e Governance
initiatives is the lack of trained IT manpower in the public sector to implement and
support such an initiative. This concern is often expressed by clients even after
demonstrating several example of successful implementations.
• To address this concern, MPOnline offers a BOOT model, where we provide full
infrastructure and manpower support for the design, implementation and support needs
of the client. This is complemented by conducting training and handholding sessions
where we build the in-house capacity of the personnel of the client department
• Building Trust:
• The comfort and security in the minds of citizens and department officials often erodes
when a non-government agency is the sole stakeholder and implementer of an e-
governance initiative. We address this by involving the government stakeholders of
MPOnline right from requirement gathering, rate fixing, implementation and up to the
monitoring stages of the services we offer to a department.
Disaster Recovery - Benefits

Any Disaster and disruption of services have a substantial impact on the organizations
creditability and reputation. Disaster Recovery site will help address these challenges.

•There are many mission critical and citizen centric services running on portal. Any
discontinuation of the same will lead to loss of business financially as well as will a dent
organizations credibility

•Provides with a back-up of information and documents if the original is destroyed.

•The operations will be functional from DR site in case of total loss of Data center. It will
ensure minimum downtime.

•In case of any disaster, the traffic will automatically be shifted to the Disaster recovery
site. This is an automated process, requiring no human intervention.

•The solution also compromises of backup solution. A dedicated backup device will be
installed both at the Data center and Disaster recovery. There is also a provision of offsite
backup sets.
Disaster Recovery - Benefits

• The failover equipments can be configured on component level as well. That

is, in case the database server goes down, the traffic (of the whole site) can be
shifted to the Disaster recovery site.

• The requirement of DR site even becomes more critical with the fact that the
services hosted in data center are citizen centric and crucial services. Some
are mentioned below:

MPBSE, DTE Counseling, VYAPAM, Open School, MPPSC, University (Makhanlal,

Bhoj, Devi Ahilya, RGTU), BED, School Examination Board, MPEB Bills collection,
Premium collections, Forest Reservation etc. etc
Data Center Diagram

• Four Additional high performance HP servers

for performing key functions.
• Two dedicated hardware load balancers for
performing load balancing between multiple
servers.
• New NetApp SAN to provide storage for SQL
servers
 Physical Specifications & Infrastructure

• The MPOnline Kiosks can only be formed in the Urban areas of MP. An Online
Registration Form available on the MPO Portal has to be filled and dispatched along with
Photos of the outlet covering the computer setup.
• Minimum requirement is a Computer, Printer, Scanner, Camera and Internet Connection.
• In a Commercial location, the distance between 2 kiosks should be at least 500 metres
while in a residential location the minimum distance should be at least 1km. Although at
a location with high number of footfalls this distance can even be reduced to 250 metres
which only an authorised MPOnline official can decide.
• The outlet is then surveyed by authorised persons of MPOnline and then only a decision
to allot a kiosk is taken.
• At the time of signing of agreement a Registration fee is payable to MPOnline.
• The agreement has to be renewed annually. If the kiosk owner has not been satisfactorily
rendering the services to the citizens the agreement is not renewed further.
• The Kiosk owner is given trainings by MPOnline officials to efficiently cater to the citizens
Key Success Factors

• Adoption of the BOOT MODEL

• INTEGRATION WITH CSCs – helped in making them most sustainable.
• ASSISTED ACCESS MODEL – Portal with growing applications and Services
• BRIDGING THE DIGITAL DIVIDE – reaching out to masses…MPOnline is now a
Household name
• PVT PUBLIC PARTNERSHIP – the way to go about
• SERVICE DELIVERY MODEL – Essential to gain a very wide spread of Kiosks
• PAYMENT METHODS – All possible methods available on the Portal
• FINANCIAL MODEL – Invest initially and recover through Transaction Charges – a very
popular and acceptable model by the Government Departments
MPOnline Vision For Next Five Years…….

• To make all the Universities100% Online through the MPOnline Portal.

• To promote Online Assessment method of examination for University exams
- a much more transparent and convenient mode.
• To promote Online mode of working in all departments thus being
environment friendly.
• Ensure Huge savings in Efforts, Time, Money, Logistics for all the
departments.
• Replication of MPOnline Services model in all states.
• Drive Green Initiative – Perhaps apply for Carbon Credits
• To make the young citizens of India IT savvy.
• Generation of employment up to the village level.
• To provide citizen services at the doorsteps of the rural masses.
Objectives Achieved-benefits For The Citizens

MPOnline has helped the Government of Madhya Pradesh in achieving its mission i.e.
•Empowering Citizens through information dissemination
• Single window access for services
• Availability of services at the doorstep; no need to travel to regional centers
• Faster delivery of services - efficient redressal of grievances
• 24*7 access to government services
• More accountability and transparency
• Drastically reduced processing time for applications
• Curtailed waiting time for documents

These services can be accessed:

•Via kiosks and CSCs where assistance is available for filling forms, printing and scanning.
•Payments can be made in cash.
•From internet cafes, homes or offices - Payments using credit & cards and net-banking
Objectives Achieved-benefits To The Government

MPOnline has helped the Government of Madhya Pradesh in achieving its mission i.e.
•Anywhere, anytime delivery of Government services
• A shift from ‘Citizen In-Line’ to ‘Citizen On-Line’
• Increased transparency between citizens and their Government
• Reduction in delays in decision-making
• Reduction in costs incurred by the departments
• Reduction in the number of interfaces between the Government & citizens
• An opportunity for generating gainful employment

Further, this has been achieved with:

•No investment in infrastructure
•No need to deploy and retain trained IT Personnel
•No cost to any government department