A Metadatabased Integrated e Service Delivery Framework Service

A Metadata-based Integrated e. Service Delivery Framework Service. Plus

• A metadata-based, single, unified service delivery & grievance redressal framework - Configurable • Facilitates rapid rollout of any Service, any time by any level of government http: //serviceonline. gov. in/demo Service. Plus

• Provides a single, unified portal for the citizen to • Access information about any service provided by the government • Register online and indicate preferences for alerts on different types of services • Manage and maintain all enclosures/documents in the online repository which can be re-used across all services • Submit application online, offline or through kiosk • Track the applications online irrespective of the mode in which the application has been submitted • Subscribe to alerts and announcements related to various services • Receive alerts on the status of a submitted application • Lodge grievance in case of deficiency in service or failure to deliver service Service. Plus – For Citizens

• Allows any department at any level of government to • Quickly define and configure its service using a wizard-like interface • Configure the service in terms of beneficiary profile, submission modes, service charges, payment mechanism, service delivery modes, application form, service output, notifications and process flow • Configure Auto-Approval and Legacy services • Define grievance redressal policy for a service • Integrate back-end processes with service work flow • Launch a service within minutes • Monitor performance of government functionaries and kiosk operators Service. Plus – For Government

• Bulk registration of kiosks • Activation & De-Activation of kiosk operators • Transfer of Applications from one kiosk operator to another Service. Plus – For SCAs

• Apply & Track applications on behalf of citizens • Both CSC and Non-CSC kiosks are supported Service. Plus – For Kiosk Operators

• Service. Plus supports multitenancy architecture • The same codebase serves multiple States • A tenant may be a central or State line department or local government (Panchayat, municipalities, corporations) etc • Each tenant can configure their services as per their requirement • Any feature that is developed for one tenant becomes available for all tenants Service. Plus – Multi-tenancy

• Any service can be configured and made available in multiple languages • In particular, the following can be made available in local languages: • • Application forms Forms used by officials Email & SMS notifications Various documents/certificates generated as part of the service delivery process • All UNICODE enabled Indian languages are supported Service. Plus – Support for Multiple Languages

• Service Definer can configure to include 2 D or 3 D bar codes as part of any document/certificate/email • Any data/information given by the applicant or officials involved in processing of the service can be included as part of the bar code • The URL of the document (for eg. Certificate is automatically embedded in the bar code) • The bar code can be placed anywhere in the document as per the requirement of the service 2 D & 3 D Bar Codes

• Service. Plus provides facility for digitally signing the documents • Both e. Sign as well as dongle-based DSC can be used to sign the documents • Service Definer, while configuring the service, can decide which document is to be digitally signed in which task • Service Definer can also indicate whether Digital Signature is mandatory or not. • If it is mandatory, all the workflow players performing the task must use DSC to digitally sign the document • If it is not mandatory, the system will prompt only users who have registered their DSC to digitally sign the document • The official, while signing the document, can choose either of the two ways of signing the document Digital Signature

• Provides an excellent Form Builder tool to design multi-lingual forms in minutes • Forms could be designed for applicants as well as officials • Fields with built-in validations can be dragged & dropped • Special-fields with pre-defined functionalities also available • Forms can be made dynamic by attaching Javascripts at appropriate places • Web-service calls can be attached to verify entered data or populate data from other databases. • Fields can be linked across forms • Form-level & Field-level help can be provided • Server-side validations can be attached using MVEL thereby ensuring security • Pre-defined downloadable formats which can be filled in by the applicant and scanned copy can be attached as an enclosure Form Designer

• The Service Definer can define the tasks and the flow between the tasks • Three types of tasks are supported: • Applicant Task • Official Task • Web Service Task • The workflow could include conditional as well as unconditional forking & merging • Each workflow player can have his own form for entering any data related to processing of a specific application • Documents/Certificates can be generated at any intermediate or final stage • Additional documents can be uploaded and merged with the document that is being generated Process Flow Designer

• Provides facility to send notifications through SMS & emails • Notifications can be sent to mobile numbers and email IDs provided in the application form, registration form or to officials • Both content and trigger points for notifications can be configured Notification Designer

• Various documents/certificates can be designed using a custom editor • Any data associated with the application such as data entered by applicant, officials or system data can be embedded in the document • Document can be designed for custom acknowledgement, output certificate, rejection certificate, intermediate certificate, SMS and email notifications • Conditional modifications of document text based on data entered by applicant or official can be made • Position of bar code and DSC Stamp can be specified. Watermark (as an image) can also be included • A unique URL is generated for each output document generated Document Designer

• A service can be configured to allow for multiple modes of submission: In-Person, By Post, Kiosk, Online • List of enclosures & photographs to be uploaded can be specified • Facility available for kiosk and data entry operators to fill the application form and submit the enclosures at a later stage Application Submission

• A service may be configured with or without a service charge • Payment can be made multiple times and at different stages of service process flow • A service can be configured to support multiple modes of payment including online, cash, DD, cheque etc. • Charge can also be variable depending on the profile of the citizen, submission mode or any other condition based on the nature of the service. • MVEL Code can be attached to calculate the charge if charge calculation is complex and dynamic Service Charge

• Service. Plus supports selective activation of service units and launch of service only in the activated units. • A service configured in the production server can be tested end-to-end in the activated units. • Once user acceptance is obtained, the service can be launched through the click of a button. • As soon as the service is launched, all test data used to test the service are automatically deleted. • The service becomes visible to applicants only after the service is launched. Activating, Testing & Launching a Service

• Applicants can track their application irrespective of whether he is a registered user and irrespective of the submission mode. • Kiosk operators can also track the applications of applicants who had submitted their applications through kiosk. • Officials can view the processing history of an application once it has been processed by them Tracking the application status

• Service. Plus provides a powerful functionality to call back applications that have moved out of an official’s desk • Service Definer can decide in which task to give this privilege • An application can be called back so long as action has not been taken by the next workflow player • Callback can be used even after delivering a service to an applicant. • In case a certificate has been issued to the applicant as a deliverable of the service, then this action reverts the delivery and cancels the certificate that was issued. Callback Functionality

• Service. Plus can be configured to generate separate pages for • each Service, • for a department or • for the entire State Pages generated by Service. Plus

• Service. Plus is integrated with many external systems • It is integrated with Payment Gateways (NDML, SBI e. Pay), CSC Connect, CSC e. Wallet, e. Treasury (Kerala), NSDG/SSDG, Digilocker, e. Sign and RAS. • The usage of these systems in a service can be configured by the Service Definer based on the service’s requirement. Integration with External Systems

• A service defined in Service. Plus can be configured to interact with any other software applications through web service. • Web services can be used to populate data in application or official forms or validate the data entered in these forms. • Web services can also be integrated at the process flow level by defining a task as a web service task. Web Service Integration

• Both synchronous and asynchronous services can be integrated with a service. • A Fallback user is also associated with a web service • This facility allows manual intervention in case the web service associated with the task is not available for extended period of time. • By facilitating manual intervention, Service. Plus ensures that applications can be processed in time even if the web services provided by external applications are not available Web Service Integration

• Service. Plus also provides the much required flexibility through tenancy extensions to plug-in code to meet typical requirements of a service. • Provision is available to make a form dynamic by attaching Javascripts with required fields and on specific events. • Similarly, several trigger points have been identified where the normal flow or functionality of Service. Plus needs to be overridden to meet the requirement of a service. • MVEL functions can be attached to these trigger points. • Both Java Scripts and MVEL functions do not disturb the code base of Service. Plus but enable the Service Definer to modify the functionality of Service. Plus. Tenancy Extensions to Service. Plus

• A number of reports are available in Service. Plus. • Of particular interest to Government departments which have made their services online through Service. Plus is the Pendency Report. • Two types of pendency report are available: Task-wise pendency report and Hierarchy wise pendency report. • A cash book report which shows the amount of money received from difference services across different modes of payment is also available. • Service-specific reports are designed based on requirements from the Service Owner Department Reports

• 81 services are being delivered through Service. Plus by 9 States and 1 Central department. Approximately, 3. 5 million applications have been received so far and more than ₹ 840 million have been collected as revenue from these services. Implementation Status

Fill in the Service Definer Guide Configure Service in Service. Plus Extend Service. Plus, if required, using the Tenancy Extension Facilities Freeze the service Create & Assign users to the service units where the service is proposed to be launched Activate the service units Test the service for its full functionality (in the online server) Train the field-level functionaries on the Service Launch the service Launching a service in Service. Plus

Home Page

Output Certificate

Demo Service – Application Processing

Demo Charge Screen

New Form Designer (Action Form)

New Task & Gateways

New Task Mapping

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