Innovation Summary
Innovation Overview
The Project, embodied in the Sewa Setu Portal, is a transformative initiative that addresses and resolves critical issues ingrained in the traditional public service delivery system. At its core, the innovation seeks to alleviate problems such as slow-moving service, challenges in accessing services, and bureaucratic delays that have historically plagued citizen interactions with the government.
T
he innovation utilizes cutting-edge technology to revolutionize the delivery of public services. By doing so, it not only expedites service provision but also enhances accessibility, transparency, and efficiency. The overarching goal is to create a system that is both transparent and efficient, ensuring the accountable and seamless delivery of public services to the citizens of Assam.
Citizens across Assam stand to benefit significantly from this innovation. They experience a notable improvement in access to timely services, a reduction in bureaucratic delays, and heightened transparency in the entire process. Even residents in remote areas find the initiative advantageous, as it overcomes geographical challenges, making government services more accessible to a broader spectrum of the population.
Moreover, the government itself experiences enhanced efficiency in managing and tracking public services. The introduction of online platforms and electronic service access centers streamlines operations, enabling better administration of services. Businesses also reap benefits through the integration of Government to Business (G2B) services, providing an efficient and transparent platform for interactions.
Looking forward, the Government of Assam remains committed to advancing digital governance with an innovative vision. The strategic roadmap includes ambitious plans to offer over 1000 online services, extending the advantages of digital services to the grassroots level. Anticipating future advancements, the plan includes features such as automatic eligibility notifications and digital verification for supporting documents, aimed at streamlining service access and reducing administrative burdens. The imminent development of a native Mobile App adds another dimension to the project, providing citizens with a seamless tool to apply for and access services. To spearhead the seamless delivery of citizen-centric services, the Assam Information Technology, Electronics & Communication, and Citizen Service Delivery (AITEC & CSD) Society was formed following a Cabinet decision.
The Sewa Setu Portal stands as a testament to the transformative synergy between technology and governance. It has not only optimized service delivery but has also empowered citizens, ensuring that the benefits of government services reach every corner of the state. As Assam continues its journey towards a resilient digital ecosystem, the success story of Sewa Setu serves as an inspiring model for other regions seeking to embrace the vast potential of digital transformation.
Innovation Description
What Makes Your Project Innovative?
The innovation lies in the transformation of Assam's online service delivery through the Sewa Setu Portal. This digital initiative replaces traditional manual processes, offering a centralized hub for diverse government services. It enhances accessibility, streamlines administration, and aligns with the Assam Right to Public Service Act 2012, marking a pivotal shift towards efficient, citizen-centric governance. Our project stands out because it introduces fresh and ingenious ideas to tackle existing challenges. It employs cutting-edge technology to enhance efficiency and effectiveness. The project's innovation lies in its forward-thinking approach, always considering what lies ahead. Our commitment to progress is evident in the strategic use of technology, such as automatic eligibility notifications and digital document verification, streamlining processes and reducing bureaucratic hurdles. With 541 services, we are extending the benefits of digital accessibility to grassroots level
What is the current status of your innovation?
Presently, there are 541 online services, comprising 307 citizen-centric, 221 business, and 13 utility services. With 362 Public Facilitation Centers, the Assam Government remains steadfast in its commitment to transform Assam. The establishment of the AITEC & CSD Society underscores our dedication to seamless citizen-centric services.
Within 27 months of inception, 1.1 Crore applications have been submitted and BPR of 120 services completed. Systems for Appeal Management and Grievance Management are actively in place. Our commitment to progress is highlighted by strategic technology use, including automatic eligibility notifications and digital document verification, aimed at streamlining processes and minimizing bureaucratic hurdles. The goal is to expand online services to over 1000, ensuring digital accessibility reaches grassroots levels.
Innovation Development
Collaborations & Partnerships
Active citizen involvement, government cooperation, and civil society outreach ensured inclusivity. Partnerships with NIC, Assam facilitated online platform development and cybersecurity. Academic institutions contribute to research, and collaboration with entities like the World Bank provided insights and financial support. Media partnerships aided awareness, while engagement with organizations like NYK and NSS Functionaries enhanced citizen participation.
Users, Stakeholders & Beneficiaries
Citizens accessing online services are the users. Government officials, civil societies, and businesses are stakeholders. The citizens receiving streamlined services are beneficiaries. Collaboration among these groups ensures a system catering to citizens' needs, promoting transparency, and benefiting the entire community, fostering an efficient and citizen-centric public service delivery model.
Innovation Reflections
Results, Outcomes & Impacts
The Project has brought about significant positive outcomes. It has increased administrative efficiency by reducing processing times, making services easily accessible. Back-end systems and Business Process Re-engineering exercises have enhanced service delivery. Improved accessibility to services benefits remote areas, and redesigned services prioritize citizen convenience. The Appeal and Grievance Management System ensures effective citizen feedback. The project has established 362 Public Facilitation Centers, a toll-free call center, and onboarded CSCs, expanding service accessibility. With 541 services currently available, surpassing the target, citizens' access to e-services through the Portal has substantially increased.
Challenges and Failures
The Project encountered various challenges in its implementation. Technological barriers, including limited access and digital literacy in remote areas, pose obstacles to citizen engagement. Overcoming resistance to change, especially from those accustomed to traditional methods, is crucial. Data security concerns necessitate robust protective measures, and ensuring inclusivity requires targeted outreach to marginalized communities. Capacity building for government officials and stakeholders is essential, alongside addressing sustainability concerns and infrastructure limitations, particularly in remote regions. Establishing effective feedback mechanisms and navigating legal and regulatory frameworks add to the challenges
Conditions for Success
The success of the innovation hinges on several critical factors.
- Political will is imperative, requiring unwavering support from leadership to drive the project's vision, secure funding, and overcome potential obstacles along with its policies.
- A dedicated and skilled team, well-versed in project management and technology is needed.
- Adopting a user-centric approach ensures innovations align with citizens' expectations.
- Collaborative stakeholder engagement is crucial for a comprehensive and well-rounded implementation.
- A robust technological infrastructure is a prerequisite, ensuring seamless operations of online platforms, and legal alignment with data protection laws builds trust among users.
Replication
Replicating the success of Mission Basundhara, the launch of Mission Bwisumuthi in the BTAD (Bodoland Territorial Area Districts) area signifies an extension of the innovative approach to service delivery. By replicating the success of Mission Basundhara in the BTAD area, the initiative seeks to meet the specific needs and demands of the local population, fostering a positive impact on governance and service accessibility in the region.
Lessons Learned
The project highlights the significance of a user-centric design, recognizing that understanding citizen needs and tailoring services accordingly enhances adoption and satisfaction. Collaborating with diverse stakeholders is deemed essential for a holistic and well-rounded implementation, emphasizing the interconnectedness of various entities in achieving project goals. The importance of extensive awareness campaigns to educate citizens about the benefits of new systems and encourage widespread adoption cannot be overstated. Additionally, the project emphasizes the foundational role of adequate and reliable technological infrastructure as a backbone for the smooth operation of online platforms and services.
Supporting Videos
Status:
- Identifying or Discovering Problems or Opportunities - learning where and how an innovative response is needed
- Generating Ideas or Designing Solutions - finding and filtering ideas to respond to the problem or opportunity
- Developing Proposals - turning ideas into business cases that can be assessed and acted on
- Implementation - making the innovation happen
- Evaluation - understanding whether the innovative initiative has delivered what was needed
- Diffusing Lessons - using what was learnt to inform other projects and understanding how the innovation can be applied in other ways
Innovation provided by:
Media:
Date Published:
27 June 2024