Transforming Governance: Telangana's Electronic Service Delivery Initiatives

Initiatives Citizen Services

Posted by pallavi on 2024-10-01 06:46:47 |

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Electronic Service Delivery (ESD) is a vital component of Telangana State’s e-Governance vision and initiatives. It has facilitated the delivery of Government to Citizen (G2C), Government to Business (G2B), and Business to Citizen (B2C) services throughout the State using ICT in a transparent, accountable, and innovative manner.

MeeSeva was designed to bring public services closer to citizens, enabling access to citizen-centric services "Anywhere, Anytime" through various platforms and channels. Launched in 2011, it has become the primary mode for electronically delivering G2C and G2B services across multiple government departments in Telangana.

ESD operates through **4,500 centers** statewide, managing an average of **100,000 to 150,000 transactions daily**, totaling nearly **17 crore transactions**. Each year, MeeSeva registers about **1.5 crore transactions**, serving approximately **2.5 crore citizens** annually. Around **50 departments** offer more than **600 services** through ESD, and Telangana has consistently ranked first among states in the number of e-transactions reported by the Electronic Transaction Aggregation and Analysis Layer (e-Taal), under the Ministry of Electronics and Information Technology (MeitY), Government of India.

The ITE&C Department places a strong emphasis on smart governance. To this end, ESD has been incorporating emerging technologies such as Big Data, AI, and ML to enhance the processes involved in delivering G2C, G2B, and G2G services.

Major Initiatives

T-App Folio

ESD has launched an innovative m-Governance initiative called T-App Folio, which facilitates the delivery of G2C, B2C, value-added services (VAS), and information services. The app can be accessed via smartphones (app, mobile web) as well as feature phones (USSD, IVRS, and SMS). T-App Folio is the only app in India that enables the delivery of application and certificate services to citizens. Launched in February 2018, the app has surpassed **12 lakh downloads**, recording nearly **7,000 transactions daily**. It currently offers over **270 services** from more than **32 participating departments**.

T-Wallet

Launched on June 1, 2017, T-Wallet is Telangana State's official digital wallet and the first digital wallet owned by any state government in India. It provides an **Anytime Anywhere** digital payment option accessible on desktops, laptops, smartphones, feature phones, and even offline. T-Wallet integrates with services from various government entities, including the SC Development Department, Labour Department, Traffic Police, Streenidhi, TSRTC, and others.

Real-time Digital Authentication of Identity (RTDAI)

RTDAI enables a document-less, presence-less governance model using Big Data, AI, and ML to enhance interactions between government departments and citizens.

Pensioner’s Life Certificate through Selfie (PLCS)  

Launched in April 2019, PLCS is the first application of RTDAI, allowing pensioners to submit proof of their liveness without visiting physical offices.

Facial Recognition in Elections for Voter Identification

During the Kompally Municipal elections in December 2020, the State Election Commission utilized a facial recognition application to verify voters in real-time at ten polling booths, involving approximately **7,000 voters**. This marked the first use of such technology in Indian elections. Facial recognition through RTDAI was also employed in verifying voters for the 'Mahesh Bank Elections' in December 2020.

RTA FEST

Launched in July 2020, the Friendly Electronic Services of Transport (FEST) initiative allows citizens of Telangana to access various transport department services via smartphone from home, anytime and anywhere, without needing to visit an RTA office in person. All services, except those requiring a driving test or physical vehicle inspection, can be accessed in a contactless manner through FEST.

Degree Online Services, Telangana (DOST)

Utilizing RTDAI, the authentication process for student admissions into Degree Programs has been made entirely online through the DOST Authentication service. This enables students to complete the authentication process without leaving home, especially during the Covid-19 pandemic. The DOST authentication process continues to be implemented for degree admissions.

Samagra Vedika

Samagra Vedika is a smart governance solution that employs emerging technologies such as Big Data and ML to integrate government databases for informed decision-making. It ensures the effective delivery of subsidies and increases revenues for government departments. Due to its utility and potential, Samagra Vedika was mentioned in the Economic Survey of India, 2019, presented in Parliament.

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