Video Description: The team of officers at PMIDC sharing insights on mSeva. This module will help you understand the mSeva initiative and implement the learnings as an e-governance solution for citizen centric service delivery. Video Transcript: Speaker 1: We have been able to expand it all across 166 ULBs of the state and that has required a lot of training, be it at the level of the head office, be it at the level of the officers and to the last mile - the person who would be using that. Speaker 2: Success of mSeva is not limited to how the software has been made, it is on how we have implemented and how we are providing operations support. Since the past 2- 2.5 years we have our operations support, through that even a clerical person can call me. There are few people who actually call me only and I make sure I attend their calls. Speaker 3: It makes a difference when departments are different. So it is important for us to study the level of knowledge of employees. What is their qualification? What is their educational background? Do they have access to a computer system or are they still sitting in their old buildings engaging in manual work with big files? Because if you put a computer in front of them, they will get scared. They will say, “It is better to take premature retirement, this work is too difficult.” Speaker 2: Conference calls have to be arranged for smaller groups. VCs (video calls) have to be conducted where you have to give proper training, you have to fill a sample to show them how to fill those templates and tell them about the timelines. Speaker 4: The developers we have over here are our MIS experts. We had asked them if any of them were interested in joining since programming effort was needed for this initiative since the platform was in JAVA. So the ones interested shifted here. They learnt how to use the platform and made sure they were capable of using it. We hired developers from the same group, we did not have to outsource any employees. So this was the approach we followed - we selected 15 employees of our own, and made them in charge of 10 ULBs each. So we would coordinate with them and they would coordinate further. They would fill data in templates and share them with us and then we would migrate the data. Speaker 3: A person would not put that much effort into reading but showing examples of screenshots would come in more handy. So we have videos on YouTube for both citizens and employees. In order for the staff to understand, we had to give repeated training sessions to remove their fear of things going wrong because of pressing the wrong button.