Seva Sindhu

It Is a technology InItIatIve to delIver the government servIces of the varIous departments to the citizens through various service centres such as Karnataka one, grama one, Bangalore one, csc service centres and Janasevaka. The idea is to ensure that technology reaches the citizen, and the services are provided in cashless contactless and paperless manner to reduce turnaround time and physical visits to the departments. since the project became operational in march 2018, almost 800 services from 74 departments are on-boarded online – the highest number in any state in the country. seva sindhu has received more than 20 million applications, and collected rs 550 million as department fees and service charges for the exchequer. It uses aadhaar-based authentication through eKyc. during the application submission, the individual’s e-sign ensures that only genuine beneficiary applies for the specific service. e-sign is essential to authenticate the government officials who may sign the documents. seva sindhu is integrated with digilocker to fetch particular documents of the applicant during the application submission, and push final documents (caste certificate, income certificate, birth and death certificates, and others) to the citizen’s digilocker account for future use. There is a digitally-signed Qr code on the output certificates for official verification. It is integrated with sakala, which ensures timely delivery of the services. service delivery is assisted through multiple channels

and service centres, as mentioned earlier. seva sindhu is linked with Billdesk, Paytm, csc Wallet, and Karnataka one Wallet to enable cashless payments – any of these can be used by the citizens. The portal is W3c compliant, and complies with national e-governance service delivery assessment. It uses state-of-art technologies, and makes no compromises on cyber security. obviously, the benefits of seva sindhu are evident. There is hassle-free delivery of services to the citizens. There is reduced turnaround time, and minimised number of physical trips to the government offices. It leads to lower opportunity costs and reduction in service costs for a citizen. The need for business correspondents for service delivery in the villages enhances employment opportunities. all documents are in electronic form, and the citizens’ applications are disposed off as per the sakala timelines (within specific period). There is both accountability and traceability in the workflow process. Individuals get doorstep deliveries, when they book slots and Janasevaks visit their homes to get the work done. as mentioned earlier, there is both assisted (through service centres) and non-assisted (online) modes of delivery. seva sindhu is integrated with several other departments’ databases through aPIs to fetch data and documents that may be required by the citizen to fill up his application. This reduces the number of documents to be uploaded by the citizens. for example, integration with Kutumba has reduced the documents to be uploaded from 6 to just 1 for student bus-pass service. There is integration with fruIts (farmer-related information is auto-populated in an application), Ksrsac gIs (populate information about ward, village, hobli taluka and district), sats (details of students), sslc certificates and Puc Board (for academic certificates and mark sheets), and vahana and sarathi (transport department details like driver’s license and vehicle data). The seva sindhu portal is a one-of-its-kind one in India to on-board g2c and g2B services of the various departments. The end-to-end benefits mean that it is applicable to departments that don’t have in-house It systems. submission and processing of applications are done on seva sindhu, and the database is maintained by seva sindhu. The advantages are: departments that did not deliver services online can do so now without any financial burden, and changes in the software are smoother because of the complete ownership by the government. The benefits of the aPIbased integration are several. While the application submission by an individual is via seva sindhu or portal of a specific department, the processing is done by the department. Web services are used fo integration with the applications of the departments. The specific sevice databases are with the respective departments. seva sindhu is built on the service-Plus framework developed by nIc. service-Plus is a generic

application to provide an electronic delivery for all the services. reports can be generated and viewed at different levels. Its unique features are: • Common platform for varying needs • Configurable and unified framework for service delivery and grievances • Rapid rollout of a service any time by any government level • Low code/no code platform with powerful inbuilt tools and interfaces for designing, configuring and executing • Access information about every government service • Manage and maintain enclosures/documents in the online repository, and use them across services • Submit application online or through kiosk • Track application online irrespective of the mode in which the application is submitted • Receive alerts on status • Innovative use of technology

tudy s Case

His centre has the facility for citizens to use Seva Sindhu to access public services. During Covid, citizens had come to his centre and applied for the financial assistance and received money directly into their bank accounts

He lives in Kulambi Village of Davanagere District with his parents. He is managing this centre since inception of GramaOne Centres. He became interested when he saw an advertisement about opening of GramaOne Centres by government of Karnataka and applied to district administration. He was one of the first few Franchisees to get On-boarded, conducted door-door survey to understand the needs of the citizens of Government Services. He is instrumental in ensuring Government benefits to reach the villagers; he has even visited Hospitals, Patients’ residences to enroll citizens for Ayushman Bharath Arogya cards, that has helped citizens during the Covid times. His centre provides a number of services such as caste certificates, health cards, senior citizen cards and pension schemes etc., He says that 90% of government services are available on Seva Sindhu application, and most people come to the centre to access them through it.

Aadhaar based authentication

e-Sign by citizen during application submission

Inovative Usage Of Technology

Fetch documents from DigiLocker during submission

Push output certificates to DigiLocker Generation of a digital QR code on the output certificates

Payment gateway integration for digital payments Integration with other government databases/ systems

tudy s Case

One of the features of a special package for 11 categories of unorganised workers during Covid lockdown was a one-time relief of Rs 2,000 each. Seva Sindhu developed an application to enable the individual to apply in its portal, and provide the requisite details. After verification, the relief amount was directly transferred via DBT to the Aadhaar-linked bank accounts of the respective beneficiaries. The process was simple: beneficiary had to apply through the portal and submit the requisite documents such as certificate of employment in prescribed format and ration card (if he didn’t have Family ID); unique identification number was sent to applicant’s mobile; number helped to track the status; application was forwarded to the concerned authority for further action and/or verification; and post-verification, the amount was transferred via DBT to the beneficiary.